Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

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Complaints

This profile includes complaints for Lakeview Loan Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

324 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lakeview is the company that has taken over my home loan. They have changed their phone service and I can no longer speak to a person regarding issues about my loan. When I call their number a robot answers the call. When I explain to the robot what I wanted to do, the robot said it did not understand and would hang up! I tried a number of times and could not speak to a person. I was trying to make my February payment early. That was what the robot could not understand. I would like to have a phone number that I know I can use to contact them.
Business Response
Date: 01/24/2025
On January 21, 2025, Mr. ****** provided Mr. ****** with the following response sent via email:
We want to apologize for the frustration you recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future. For your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy,it will automatically recognize you when you are calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number.

Our automated phone system is designed to help you ?nd what you need quickly,without waiting for an agent. To do this, it needs to know why youre *********** can say things like, Make a payment, Get my statement, and other self-service items. While we realize that sometimes you may want to speak directly to an agent, our system will ?rst need to know what you would like to speak to an agent about. Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. If you have any questions or concerns, please feel free to contact us at ************.

Per Mr. ******* system the customer spoke to a representative on January 22nd regarding his dissatisfaction with the automated telephone system. The agent explained that there is no way to bypass the automated system.

We apologize for the difficulties in reaching an agent with the subservicer ********** We appreciate the feedback. Lakeview is always here to help should you need anything in the future. Please feel free to contact us at the telephone number below. The account is paid ahead and due for April 01, 2025.
Customer Answer
Date: 01/26/2025

Complaint: 22794404

I am rejecting this response because:
The response doesnt indicate they have done anything to correct the communication issue. They refer to a phone number below but do not show the number.
The action they took to reduce the ability of customers to be able to reach them, indicates they have a problem with customer service and, as I am a customer I would like to see them address their problem.
Sincerely,

*** ******
Business Response
Date: 01/29/2025
Mr. ****** provided the following response:
On January 27th, Mr. ******* escalation agent spoke to Mr. ******* he expressed his frustration with navigating the *** telephone system and having to go step by step through the prompts to get an agent. He suggested that Mr. ****** provide every customer with a step-by-step instruction on how to navigate their telephone system. The representative walked the customer through the items that can be self-served through the *** system as well as the prompts to allow for a live agent discussion. Mr. ******* feedback will be shared with Mr. ******* customer experience team.
Customer Answer
Date: 01/30/2025

Complaint: 22794404

I am rejecting this response because: The solution they tried to describe was not reasonable. Part of it requires the customer to lie when answering a question. I dont think this should be required.

Sincerely,

*** ******
Initial Complaint
Date:01/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This loan servicer advertised their insurance services to me and I ended up switching two years ago. At first they were nice, the insurance agent was competent and answered all my questions. Then when it came time to renew my policy for my house (in September), they have sent a check to the insurance company (Lakeview ******************* solutions) literally located AT THE SAME building a check in the amount of $1425 on August 20th, 2024. Then in September the insurance company tells me they didn't receive the check. Then they themselves proceeded to call the mortgage company asked to send another check. That did happen in October. Well then the insurance company has sent me that second check. The issue is I never received it so in December of 2024 they sent me a letter stating that they need proof of insurance and this is when we found out that they sent me a check that I never received. I ended up getting a different insurance provider and I still don't have the check! Meanwhile my escrow balance went below 0 and no one that I have spoken to is competent enough to help in this situation. I just don't understand why am I supposed to be paying for some random insurance my servicer put on my house and why THEIR OWN insurance agency is so incompetent. Today 01/05/2025 I finally received the check in the amount of $14.25 instead of $1425.00! I mean I am not sure who else to complain and how to get my money back at this point.
Business Response
Date: 01/17/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by Iana Cherkashova. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.

Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, Mr. ****** is subservicing this loan on behalf of Lakeview.

This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within Mr. ************* As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 01/31/2025
Lakeview Loan Servicing LLC (Lakeview) is in receipt of the recent complaint filed by Iana Cherkashova.Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all the administrative handling of our mortgage loans. In this instance, Mr. ****** is servicing this loan on behalf of Lakeview.

Summary: Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** and the Lakeview ************************* to start an immediate investigation. As expressed in our conversations please note that we do apologize for any inconvenience you may have experienced. We have since confirmed that you received the refund check in the amount $1425.00 sent to you on 01/07/2025.

After further review of your concerns regarding the lapse in insurance coverage between the dates of 9/9/2024 and 12/27/2024. Mr. ****** will cover the cost of the lapse in coverage in the amount of $453.00. ********* confirmed they have added $453.00 to your escrow account so that they may disburse the funds for the lapse in coverage on your behalf, in February 2025 resulting in no additional cost to you. Lysiane a Mr. ****** manager who has been actively involved get this revolves with us has emailed you an updated transaction history depicting the funds deposited into your escrow account (Trans 127).

Lakeview considers this complaint closed with the actions of the servicer. Thank you for allowing us the opportunity to resolve this complaint, customer resolutions are our priority.

If the customer has any additional questions or wishes to discuss the matter further, the Mr. ****** manager .
Initial Complaint
Date:12/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im trying figure out why there were 2 payments made for *** in the month of December when my loan was just transferred over to lakeview?Flagstar had my loan prior and paid the *** every month and the one month my loan was with Mr ****** online for November they paid pmi as well so the pmi should not be in arrears.
Business Response
Date: 01/08/2025
Mr. Coopers investigation determined the following explanation and resolution:
Our records show that the servicing of your mortgage transferred from Mr. ****** to Lakeview Loan Servicing, LLC, subserviced by Mr. ****** effective December 1, 2024. Prior to this date, the previous servicer's practice was to pay the MI premiums for one month in arrears or for November in December, followed by the December premium in December 2024. Mr. ****** issues payment for the current month's MI premiums. Consequently, two MI premium payments were made from the escrow account in December 2024 for both the November 2024 and December 2024 MI premiums. The next scheduled MI premium payment will be in January 2025.

We recognize that this sequence of events may have led to some misunderstanding. However, these payments were executed to ensure the continuity of the MI coverage and to prevent any lapse in the borrower's insurance protection.
On January 7, 2025, Mr. ****** made an attempt to reach the customer, however, was unable to connect, a voicemail message was left.
Business Response
Date: 01/08/2025
Please see attached response letter with enclosures.
Initial Complaint
Date:12/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lakeview did not pay property tax on time through my escrow account, resulted in tax penalty at an amount of $178.35. Lakeview paid the $178.35 of tax penalty through my escrow account. ********************** refused to refund me after many rounds of phone call communications.
Business Response
Date: 01/10/2025
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully requestsome additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 01/10/2025
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully requestsome additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 01/15/2025
Shortly after receiving a request to remove escrow for the required escrow items, the supplement tax bill was received and paid as a courtesy. The penalty had already been assessed as the direct bill to the borrower has not been paid. The Supplemental Tax Disclosure form advises that that particular tax bill is the property owners' responsibility.
Customer Answer
Date: 01/16/2025

Complaint: 22707070

I am rejecting this response because:

Sincerely,

***** ***
Customer Answer
Date: 01/16/2025
The reason that I requested to close the escrow account is because the due date (01NOV2024) has already passed, and Lakeview did not do the job.
Since 01Feb2024, each month I have been contributing $1300 to the escrow account, with that much contribution I do not have money left to pay the property tax.
Lakeview claimed it's not their responsibility to pay the supplemental tax, then why did you collect the $1300 into my escrow account?
The reasoning is simple: you collect the money, then it's your responsibility to pay it.
Business Response
Date: 01/22/2025
Reply to rebuttal. evidence to justify the action taken in response to borrower complaint
Customer Answer
Date: 01/22/2025

Complaint: 22707070

I am rejecting this response because:
Lakeview collected $1300 each month starting from 01Feb2024, then did not pay the property tax; after this much contribution each month, I do not have money left to pay property tax any more. They collected the money, then it's their responsibility to pay the property tax.
Sincerely,

***** ***
Initial Complaint
Date:12/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding a significant discrepancy in my escrow account with *********************************, which they have been unable or unwilling to explain adequately. This is the second time Ive raised this issue, and three separate mortgage professionals have also flagged concerns. According to ************************ premiums increased from $2,817.46 to $4,311.15 annually. - A mortgage insurance policy was purchased for $2,352.36, resulting in a $9,847.86 escrow shortage. These figures do not add up. My questions remain unanswered: - Why is my insurance being charged at $1,000/month when loan officers confirm it should be about $200? - Did Mr. ****** force-place insurance? If so, why werent we informed? - Was a replacement cost estimator used for coverage determination? - Why does my $2,000/month escrow payment far exceed the necessary amount? The lack of transparency is causing financial hardship, and despite repeated inquiries, Ive received no clear explanation. I request the BBBs assistance to: 1. Provide a detailed breakdown of escrow charges. 2. Investigate potential forced-placed insurance or policy errors. 3. Adjust escrow payments to accurate amounts.
Customer Answer
Date: 12/18/2024
I have attached information that I have gotten in relation to my escrow. Thank you.
Business Response
Date: 12/31/2024
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.

Business Response
Date: 12/31/2024
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Customer Answer
Date: 12/31/2024

Complaint: 22704623

I am rejecting this response because I believe that this should have already been looked into since this is not the first time Ive made this complaint.

Sincerely,

****** ******
Customer Answer
Date: 01/05/2025

I am writing to express serious concerns regarding the force-placed insurance and escrow discrepancies on my mortgage account. Despite multiple inquiries since my account was transferred to *** ****** in July 2024, I have not received a satisfactory resolution. This issue mirrors concerns raised in the ***** v. Nationstar Mortgage case (2014), where consumers reported improper practices related to force-placed insurance, and given that *** ****** was formerly Nationstar Mortgage, this raises further concerns about how our situation has been handled.
I have patiently waited for a resolution, but given the ongoing lack of clarity and the financial strain this is causing, I am requesting immediate attention to the following matters:
I will start with questions pertaining to the Force-Placed Insurance:
- Was force-placed insurance applied to our account, and if so, can you clearly explain the justification for this action?
- When was force-placed insurance applied, and why was it deemed necessary, especially considering that we had adequate homeowners and wind insurance with ***************** at the time of closing in July 2023, as required by the mortgage terms?
- Were proper notifications made regarding the application of force-placed insurance, and were all attempts made to verify existing insurance coverage before applying it?
- In the escrow analysis provided, there were references to "escrow adjustments," which it appears may have been used to justify the additional charges. Was this an attempt to cover up force-placed insurance under a different term?
- Is the force-placed insurance still active on our account? If so, I am requesting its immediate cancellation, as we have always maintained adequate insurance coverage.
Further, I would like clarification of the escrow discrepancies indicated on our account. I would like *** ****** to provide a complete reconciliation of our escrow account to ensure that all charges are accurate and justified, particularly in relation to the force-placed insurance.
- Why did our monthly mortgage payment increase after *** ****** acquired our loan in June 2024, especially considering we had insurance in place at the time of the mortgage closing in 2023?
- Can they explain why force-placed insurance was applied at all since we were in compliance with the insurance requirements?
In addition, I would like an explanation regarding labeling of charges and the benefit this has to *** ******.
- Were the additional insurance charges categorized as force-placed insurance, or were they labeled differently, such as ****************************************** or Escrow Adjustment?
- How does force-placed insurance benefit *** ****** or its affiliated entities? Was this charge applied in a manner that increased revenue for *** ******* or was it used to increase the funds in their control through escrow adjustments?
Consequently, I am interested in the discrepancy in Insurance Premiums.
- Can *** ****** provide a detailed comparison of the premiums charged by ***************** with the charges listed on your statements over the past year?
- What specific changes or adjustments justify the discrepancies in coverage and costs?
Finally, I am making a request for immediate resolution. Based on our review, we believe the amount owed to us due to these discrepancies is $9,000. I would like *** ****** to confirm this amount and initiate reimbursement for any unjustified charges. Given the significant delays in resolving this issue, we are requesting that this matter be fully resolved by January 24, 2025.
It appears that force-placed insurance is the only explanation for the insurance shortage impacting our escrow account, despite having adequate coverage with ***************** at the time of closing in July 2023. Again, why would force-placed insurance have been applied at that time, especially since the required insurance was in place? Additionally, the increase in our monthly mortgage payment after *** ****** took over servicing the loan suggests this issue falls under their responsibility.
If the force-placed insurance is still active, we request its immediate cancellation, and a full refund of any charges associated with it.
It is concerning to note that *** ****** (formerly *******************) has faced numerous complaints from consumers related to force-placed insurance and escrow discrepancies. These issues include unauthorized charges, lack of clear communication, and poor customer service regarding force-placed insurance policies. Given the frequency of these complaints, it seems that this practice is systemic, and I am worried that our account may be yet another example of these improper practices.
We are prepared to take legal action to ensure that our rights as consumers are protected and that we receive the necessary compensation for any wrongful charges.
Thank you for your immediate attention to this matter.
Sincerely,
****** ******
****** ******
Business Response
Date: 01/13/2025
Mr. ****** provided a resolution response with enclosures.
Customer Answer
Date: 01/13/2025

Complaint: 22704623

I am rejecting this response because: I do not see the enclosures.

Sincerely,

****** ******
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******************** was transferred to some ******************** . i always pay electronically so my dec payment went to flagster . The agent at ****** said foagstar closed and went out of business .and its my problem to call my bank to reverse the payment . ******* has filed a complaint and dispute . I called flagstar they are open and no one is out of business . the agent said the payment i sent will be blocked and returned to me but takes time . so copper agent outright lied ! what kind of racket business is this? need to have attorney general investigate this company .
Business Response
Date: 12/27/2024
Lakeview Loan Servicing LLC (Lakeview) is in receipt of the recent complaint filed by ***** *********.Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all the administrative handling of our mortgage loans. In this instance, Mr. ****** is servicing this loan on behalf of Lakeview.

Summary: Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** to start an immediate investigation. After reviewing the loan, it was determined that the loan was transferred from ************* to Mr. ******* the subservicer for Lakeview Loan Servicing, on December 1, 2024. A Welcome Letter explaining the service transfer and payment information was sent on December 9, 2024.

On December 16, 2024, an agent incorrectly informed the borrower that ************* was going out of business, when it was only being service transferred. The agent also incorrectly stated that the payment made after December 1, 2024, might not be transferred. According to RESPA guidelines,payments received by the previous servicer within 60 days post-transfer will be forwarded to the new servicer within 60 days. During this period, the borrower is protected from late fees and negative credit reporting. Coaching has been provided for the agent.

Mr. ****** received a BillPay payment of $1,611.00 on December 24, 2024. $1,609.02 was applied to December.
2024 monthly payment, and the remaining $1.02 was applied to the Unpaid Principal Balance. Once the
forwarded payment is received, it will be processed and backdated to the date of receipt by the prior servicer. On December 26, 2024, a ******************* Relations agent attempted to contact the borrower; however, the attempt was unsuccessful.

We trust this is responsive to the complaint. If the customer has any additional questions or wishes to discuss the matter further, the Mr. ****** specialist contact is ****** *******: phone number ************ Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Standard Time.
Initial Complaint
Date:12/04/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband, ****** ******, and I have a mortgage with Lake View, serviced by *********. In the week of November 18th, I used the Lake View app to schedule a payment of $1,296.68 for our November mortgage, plus $114.10 in late/NSF fees. This was to bring our account current with a $0 balance until December 1st. However, the app malfunctioned, and after waiting a few days without resolution, I used the website to schedule the same payment, which was confirmed as pending. A few days later, the payment of $1,471.90 cleared from our account, but a second payment of $1,441.34 was also pending. On November 26th, I called ********* at ************ and spoke to ******. I explained the double payment issue, and she advised I contact my bank to stop the second payment, as it could take weeks to get a refund. She confirmed Lake View would cover the $30 stop payment fee. I then contacted *****, paid the fee, and stopped the draft. Later, I logged into the app and saw I was charged $134 in NSF/reversal fees. I called again and spoke to Rakeevah, explaining the situation and asking for the fees to be waived since I wasn't informed of these fees. After a lengthy call, I was transferred to ***, who claimed to be a manager. She became frustrated when I asked for the fees to be waived, and I felt discriminated against due to previous payment issues. *** refused to waive the fees, citing prior waivers, though I had never requested any. She claimed fees had been waived on November 26th, the same day I spoke to ******, but I had already paid all fees. *** couldn't explain why fees were waived and insisted my husband needed to call to escalate the issue. She also told me that due to the reversed payment, I would no longer be able to use the app and would need to pay via certified funds. I spent hours on the phone, only to be told my husband needed to handle the issue. On December 4th, I attempted to make a payment through the app, but it was restricted due to the reversed payment.
Business Response
Date: 12/16/2024
Complaint concerns were addressed. borrower scheduled 2 payments and attempted to cancel one withing 24 hours of the date scheduled. The cancellation failed and the payment was returned. the loan service agreed to extend a courtesy and reimburse the borrower a total of $30.00
Initial Complaint
Date:11/27/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to pay off my mortgage with LAKEVIEW-MR ******. I requested a 'pay off quote', then followed the directions to make a wire transfer in my *************** account and send to the Mr ****** account and address provided. The first wire transfer was returned to my *************** account. I then requested an updated pay off quote and again submitted a wire transfer in my *************** account, again cut/paste the account numbers (and double checking) . And again the wire transfer was returned.The information I used for the wire transfer are ******** is not possible to talk live to anyone at LAKEVIEW but you can CHAT live. I chatted with LAKEVIEW and they say it is the fault of my bank. I called my *************** and they looked into it and reported that the account numbers given in the pay off quote are not active/correct/linked to LAKEVIEW. I feel this company is trying to NOT let me payoff my mortgage._____________________________________________________________payment instructions-Payoff funds must be remitted via certified funds (wire transfer's or cashier's check only).wire transfer Beneficiary Name:Mr. ****** Account #:************** ABA/routing ************************* Bank Name:*********************************, ******** Address:******************************* ________________________________________________________Thank you - **** *****
Business Response
Date: 12/10/2024
On December 5, 2024, Mr. ****** spoke to ********************* determined that the issue is the customer was attempting to submit the wire via the online system, and it was rejecting out prior to the wire being sent to Mr. ******* so this was an issue with her banking institution. The customer will be going to her bank branch to complete the transaction. Mr. ******* manager will monitor the loan for the payoff and provide Ms. ***** with a transaction history and payoff letter once completed. The manager also set expectations for any potential refund of remaining escrow funds, or miscellaneous payoff overage as well as escrow items that may continue to be disbursed prior to receipt of payoff.
Customer Answer
Date: 12/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:11/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Non-Response and Mishandling of Registered Security by Lakeview Loan Servicing, LLC I am filing this complaint regarding the failure of Lakeview Loan Servicing, LLC to provide a response to multiple requests for accounting and reconciliation related to a registered security (RF ********** US). This security was originally mailed to their sub-servicer LoanCare on May 30, 2024. Despite multiple follow-ups, including a formal request mailed to Lakeview on October 24, 2024, I have not received any GAAP-compliant accounting or confirmation of the securitys status. This security is potentially misplaced or stolen.I request that the BBB intervene to mediate and facilitate a full and transparent response from Lakeview Loan Servicing. I seek confirmation of the securitys status and a proper accounting of all transactions associated with it.
Business Response
Date: 12/20/2024
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.

Business Response
Date: 12/20/2024
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 12/26/2024
********* Summary and Resolution:
LoanCares escalations and foreclosure teams carefully researched this complaint. Upon review, it was determined that customers mortgage loan originated on April 28, 2023. A Notice of Servicing Transfer was sent by ********************, dated May 15, 2023, advising of the above-described loan transfer from ******************** to ************* on behalf of Lakeview Loan Servicing, LLC. Per the enclosed Welcome and payment Letter from Lakeview, your first payment was due on June 1, 2023, in the amount of $4,623.47. Please see enclosed attachments.
The account was still due for the June 2023 payment when it was eventually referred to foreclosure on September 28, 2023, and a foreclosure sale was scheduled for and held on June 24, 2024. Our records indicated that you filed Chapter 7 Bankruptcy on August 23, 2024, and it was dismissed on October 2, 2024; the sale was not during the time period the bankruptcy was pending.
Kindly note, we do not have ****** ***** listed as an authorized third party on your account. In order to facilitate the sharing of any loan-level information, we ask that you complete the enclosed authorization form and return to us. In your correspondence, a request was made for compensation of financial harm or delays caused by nonresponse, please be advised the loan was reviewed regarding the alleged non-response, and we are unable to honor this request, as all requests have been addressed accordingly. Lastly, your correspondence expressed concerns regarding potential violation under the Truth in Lending Act (TILA) and the *********** Settlement Procedures Act (RESPA). We take such allegations very seriously. ******** does not engage in unethical practices or condone such behavior. We have reviewed this matter and are unable to substantiate these claims.
If you have questions about the foreclosure process, please contact ******** and *****, P.A. directly at **************. ******** will send a hard copy of the resolution response to the customers mailing address on file.
Customer Answer
Date: 01/10/2025

Complaint: 22608417

I am rejecting this response because:
See attached!
Sincerely,

***** Mutazz ******-********
Business Response
Date: 01/17/2025
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible
Business Response
Date: 01/24/2025
Rebuttal response and enclosures provided.
Initial Complaint
Date:11/12/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mortgage company transferred my note to ********. ******** then added ****** back to my mortgage that is not correct. They have some of the rudeness people there. My original loan amount or transferred amount should have been *******. When ******** took over my loan they said I owe ******* which is wrong. I am about had it with this company. I am desperately trying to get the transferred amount corrected. This is a horrible company to work with.
Business Response
Date: 11/19/2024
Re: BBB Response to Consumer Complaint Notification - Better Business Bureau - Complaint Case # ********
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by **** ****** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, ******** (a non-affiliated and separate company) subservices this loan on Lakeviews behalf. Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
******** research proves unsuccessful contact attempts were made by phone on November 14, 2024. The borrowers loan was reviewed and the $17,919.00 being referenced in in the complaint is from a Down Payment Assistance (***). The **** Payment Assistance (***) is a second lien on the property until this is either paid in full or forgiven. In this case the borrowers Down Payment Assistance (DPA) will be forgiven on the third anniversary of your mortgage, May 10, 2027, assuming the borrower does not meet any of the Repayment Events. Should the borrower meet any of the following Repayment Events they will be expected to pay the *** loan off in full.
Repayment Events:
Sale or other Transfer of Property
Refinancing of Senior Loan
Payoff of the Senior Loan
Failure to Occupy Property as Principal Residence
Events of Default under this Note or the Deed of Trust
Enclosed is a copy of the borrowers signed Promissory Note for the Down Payment Assistance (DPA). The borrowers current outstanding total principal balance is $375,562.21 of that balance, $357,643.21 is the first mortgage, and $17,919.00 is the **** ******** found no errors to be corrected on the loan.
Lakeview will consider this concern resolved, based on the actions of the servicer. If you or the customer have any additional questions regarding this matter, please contact ***** ******** at ********.

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Lakeview Loan Servicing, LLC is NOT a BBB Accredited Business.