Complaints

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

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  Lakeview Loan Servicing, LLC

  4425 Ponce de Leon Blvd STE MS5-251 Coral Gables, FL 33146-1837

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

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: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 ********.

• Initial Complaint

  Date:10/29/2024

  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 in a program for disaster assistance that allowed me to enter in to a forbearance of my mortgage for three months. I called them to resume payments and ask for the options to resolve my debts. They told me the options. I chose an option and committed to moving forward to resolve my debt and make payments. Suddenly the agent, ******, told me that I had to fill out an application to be approved (or not) for the options. This is taking advantage of me by telling me when I signed up for the disaster forbardbce that I would have those options available, and then when speaking to ******, she also told me I had those options, but then, in a complete reversal, she said I had to apply to see if I qualified for those options. Im am incensed and feel I am getting taken advantage of. This does not seem like honest business practices.

  Business Response

  Date: 11/11/2024

  On November 8, 2024, Ms. ******** spoke to a LoanCare loss mitigation representative and was advised that she would be reviewed for a 12-month repayment plan, without any guarantee of approval. If not approved, *********** will provide the missing financials for the loan modification review. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22489209
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/22/2024

  There has been no action to finalize the review of my application plan for a 12 month repayment plan. I applied for this on Nov 8, with a completed application. I was promised communication on the results of that, both by mail and by phone. I have had no updates.

  Business Response

  Date: 12/02/2024

  This complaint and the borrowers requested resolution includes several variables that requires 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: 12/12/2024

  This complaint and the borrowers requested resolution includes several variables that requires 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: 12/17/2024

  Re: BBB Rebuttal Response to Consumer Complaint Notification
  
  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent rebuttal to the BBB response provided to ***** ******** 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.
  
  ******** provided the following details regarding your concerns:
  
  On November 25, 2024,you spoke with a representative and stated that you did not want the modification review and requested a deferral. We submitted a request for the deferral with a January 1, 2025, start date. Our records indicate you spoke with a representative on December 4, 2024, to accept the deferral. The total amount of the accepted deferral is $5,165.04, which breaks down to three months of principal and interest payments in the amount of $3,626.22, and $1,538.82 to fund your escrow account. Enclosed is a copy of your deferral breakdown.
  
  Your most recent correspondence contains allegations of deceptive business practices and taking advantage of you. We take such allegations very seriously. ******** does not engage in unethical practices or condone such behavior. After an investigation of your account, including a call review, we found no evidence to support your claim.We regret that you did not receive the service you expected, and we appreciate your patience as we worked to resolve this matter.
  
  Lakeview will consider this matter closed based on the actions of the servicer LoanCare.Should you or the Better Business Bureau need anything further, please contact either **************** of the customer.

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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 currently have a Mortgage with this company and last year they did not pay my property tax bill on time and which cost me over $500 now they are dragging their feet again in paying my tax bill and when I call them they give me c*** about it being escalated and when I called today to talk to them about it they hung up on me. I just want the property tax bill paid and there is more than enough money in my escrow account for them to pay it, but they just want to make more money off the account. They received a copy of the tax bill on October 4th and they keep saying it is this departments responsibility but will not let me talk to anyone in that department

  Business Response

  Date: 11/07/2024

  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 confirmed that contact was made with the customer to discuss concerns. It was discussed that Logan County taxes were paid on October 29, 2024, in the amount of $2,483.91. ******** sent the tax payment via *****, as such the borrower was able to receive the early payment discount. Auburn City taxes will be paid in the amount of $713.34 before the end of the payment discount date of November 30, 2024.
  
  On the call it was also discussed that there was payment to an incorrect parcel on October 21, 2024, in the amount
  of $129.51. That payment will be issued back into the borrowers escrow account. ******** confirmed that they now have the correct parcels for both ************ and ***********:145-03-00-008-00. The borrower expressed concern about having to pay an additional $500 on their taxes the prior year. Note, ******** did not begin servicing the loan until April 1, 2024, and so ******** is unable to provide information regarding these concerns.
  
  Lakeview will consider this concern resolved, based on the actions of the servicer. 

• Initial Complaint

  Date:10/18/2024

  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.

  Company has called me more than 30 times even after I have asked on multiple occasions to be taken off of their call list. Today they call 5 consecutive times from 5 different numbers all with different area codes. I keep asking for a manager and they refuse to connect me to anyone. They are harassing me

  Business Response

  Date: 10/22/2024

  Good Morning,

  Would you please reassign this request to Lakeview Loan Servicing? We have been in communication with them and they are requesting reassignment.

  Customer Answer

  Date: 10/22/2024

  Lakeview is my own mortgage company and my complaint is NOT about them. Lakeview has nothing to do with the calls I was receiving.  
  

  the company was called Community Loan Advisors and they called from a different area code each time. 
  

  These are the numbers I received calls from 

  *****************

  *****************

  *****************
  

  *****************

   

  Customer Answer

  Date: 10/23/2024

  There is NO complaint against Lakeview 

  Customer Answer

  Date: 10/23/2024

  Please see my prior responses. How is it that the BBB is completely incompetent???  

  Business Response

  Date: 12/20/2024

  Timeline of Events:
  
  10/21/2024- BBB complaint received from Community Loan Servicing regarding the customers request to opt out of all forms of solicitation, specifically phone calls.
  
  10/23/2024- Lakeview Issue Resolutions Team reached out to the marketing team requesting Mr. ***** be opted out of all forms of solicitation.
  
  10/28/2024- ************* team confirmed completion of the no solicitation request.
  
  11/05/2024- Lakeview Issue Resolutions Team emailed ******** notifying him that his request to be opted out from solicitation was completed. 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22443166
  
  I am rejecting this response because: this company continues to solicit to my phone number even after the resolution of the original complaint. See evidence uploaded 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/24/2025

  Per our prior response, we confirmed that as of October 28, 2024, We have opted the customer out from receiving marketing solicitations via telephone, mail and emails. The list of phone numbers provided by the customer are not from our company **********************. Therefore, we are unable to further assist. 

  Lakeview  Issue Resolutions Team 

   

   

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22443166
  
  I am rejecting this response because: if I have been removed from any marketing efforts, then why do I continue to receive solicitation calls? I have provided evidence of the more than 20 calls in January alone. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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.

  We had a storm back in may that our house was damaged we try to get a new house but this company wanted all these paper work that the company did not have so we dictated to rebuild our current home since July we been trying to get our insurance check from this company they keep telling us we need this paper and that paper and make up wait 5-15 days they tell us 5-10 days then 15 days and then tell us we another paper then we have wait again I filed a complaint just for a lady ***** ******** called us try to help us and then never got back to us when we called and emailed her more then once the basically wrote us a letter gaslighting us saying we not turning in signed papers when I have all signed paperwork its been 4 months and I want my insurance money I paid to rebuild my house that we are paying them for

  Business Response

  Date: 10/29/2024

  ******** confirmed receipt of the required documents for *************** ********* claim. After review of the documents. ******** received approval for the rebuild of your home. The initial draw check for $40,000.00 has been issued and sent via ***** on October 24, 2024. The check was sent via *****. The Fed Ex tracking number is: ************.

  Customer Answer

  Date: 10/29/2024

   
  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,
  
  ****** De La ****

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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 is the second time *** had to report this company within the last year I have tried to call and contact their employees to discuss my account and receive information to which none of their employees can provide. I spoke with two employees today and they both were useless And incompetent. While I currently have a 3.1% interest rate with this company I have decided to transfer to another company with a higher interest rate just for the fact that I can have better customer service because the one provided to me currently is absolutely atrocious. I will be filing legal action against this company for their lack of knowledge, as well as overcharging me for the last five years whilst holding my mortgage.

  Business Response

  Date: 10/15/2024

  Re: BBB Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  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 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. The borrower contacted customer service regarding the upcoming escrow analysis being generated, prompting Mr. ******* agent to generate a preview escrow analysis. Mr.******* team reviewed the information, which also included a shortage in the escrow account. The borrower requested for the removal of ************************** (PMI), and the call was transferred to a *** agent. The agent advised that due investor guidelines, PMI is required for the life of the *** loan.
  
  On October 4, 2024, ****** from Mr. ******* escalation team contacted the borrower. ****** explained to the borrower that the next escrow analysis will be generated in October due to state guidelines. The escrow analysis showed the shortage is due to the increase in taxes and insurance. ****** discussed possible options for reducing the payment amount (i.e., contacting the county to see if the borrower would qualify for any tax exemptions and looking for lower cost homeowners insurance).  ****** discussed the escrow statemen dated March 29, 2024, with the borrower,explaining the required minimum balance in escrow and how the shortage is determined. The borrower will wait until the next escrow analysis to be generated so she can review. The borrower had no further questions.
  
  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 ****** *******.

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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.

  Our mortgage servicer Lakeview loan / Mr ****** was notified by our homeowners insurance carrier, **************, bill issued July 18 2024, bill issued on August ******** No payment made to ***************Our escrow was sufficient to cover payment.Being notified by **************** payment received we started correspondence with Lakeview and Mr ******* We have all correspondence saved.We contacted Lakeview over 7 times to resolve this matter.We sent a correspondence putting them on notice we would be filing though the BBB if not resolved within ten ******* resolution, no payment made to ***************October 3 was the deadline from ************** before cancellation occurred.We called Liberty Mutual Oct 2, (still no payment from Lakeview) and paid over $5,400 to avoid cancellation of our homeowners.

  Customer Answer

  Date: 10/09/2024

  More documentation that Homeowners policy was faxed to Lakeview/Servicing  

  Customer Answer

  Date: 10/09/2024

  Reply to email from Lakeview

  Mr.Scott,
  Thank you for your rapid response, I was quite surprised at the speed of reply based on all other correspondence with your company.
  Liberty Mutual Homeowners Policy Effective Date
  August 12, 2024 to August 12, 2025
  
  
  I have all documentation of the bills issued by Liberty Mutual to Lakeview/Mr Cooper
  First bill issued July 18,2024
  Allowing standard protocol of the mortgage servicing company to review and confirm all requirements are being covered on said policy.
  
  
  Second August 18, 2024
  Bill issued 
  
  
  August 20,2024
  Third a fax sent to
  800-687-4729
  FAX2MAIL.COM
  The HO Policy was sent.
  We were CC’d on this and have the documentation.
  
  
  Along with all documentation and correspondence you should have available.
  The redundancy of resubmitting this information is becoming quite tiring.
  
  
  So Mr. Scott if your company contacted  Liberty Mutual multiple times with no response, wouldn’t that lend the thought of no coverage? There was NEVER a mention to us of, “forced placed insurance”. So with a policy ending August 12, 2024 that leaves a property you carry uninsured?
  
  
  Our policy is due in August. The request for payment and notification to your company started in July. Giving ample time to raise any concerns or short falls. Lakeview did nothing and corresponded nothing. 
  
  
  Due to the lack of response of repeated requests by email, phone and FAX we were forced to pay the premium of $5,423.00 ourselves as not to have to policy cancelled due to lack of payment.
  
  
  After yet again many emails putting your company on notice of the filing with the BBB, I finally get a replay, a standard formed statement.
  
  
  We did not receive any letter from Lakeview/Mr.Cooper dated from August 27, 2024
  
  
  Hindsight being 20/20, researching Lakeview, it appears this is how your company operates. The number of complaints is massive.
  
  
  I am holding your company responsible to refund the monies put forth by us to Liberty Mutual to cover Lakeview’s inability to maintain our homeowners insurance policy. Our escrow was sufficient to cover this premium .
  
  
  
  Deborah Pallas

  Customer Answer

  Date: 10/09/2024

  Letter after complaint received 

• Initial Complaint

  Date:09/26/2024

  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.

  Ive been trying to get an assumption done since June 20 2024, they havent done anything except give me the run around, sent wrong paperwork, told me it was in review for 3 weeks and then said that it needed to be resubmitted and then found out they dont even handle the assumption because Mr ****** does that. Missed my court ordered deadline because of them not me. Would like all the assumption fees waived as Ive provided proof of me paying by myself for the last 7 months with no delinquency after a divorce when the other person refused to pay

  Business Response

  Date: 10/10/2024

  Re: BBB Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  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. Mr. ****** received the borrowers inquiry on June 13, 2024, regarding an assumption of their loan.A letter dated June 14, 2024, along with an Assumption Packet, was sent to the borrower with the documentation required to review the loan for the assumption process. On July 5, 2024, Mr. ****** sent a letter to the borrower requesting additional required documentation. To process the assumption request, including a copy of the assuming partys front and back of their drivers license, and for the borrower to complete the Selling Questionnaire that was enclosed with the letter within fifteen business days of the letter. The information provided to the borrower in the letter also advised that the assumption would be canceled, and the borrower would need to reapply if the documentation were not received within the period allowed.
  
  Mr. ****** sent another letter dated July 26, 2024,informing the borrower that they did not receive the requested documents within the period allowed. Therefore, the assumption request was closed, and the borrower was advised that if they were still interested in pursuing the assumption, they would need to restart the process.
  
  On August 15, 2024, Mr. ****** received the borrowers inquiry regarding an assumption of the loan. A letter dated June 14, 2024,along with an Assumption Packet, was sent to the borrower with the documentation required to review the loan for an assumption. Mr. ****** sent a copy of the Itemized Fee Worksheet dated September 11, 2024, to the borrower with the estimated closing costs of $3,820.65. However, an invoice was received from the title company, and the enclosed Itemized Fee Worksheet was sent to the borrower with a total estimated closing cost amount of $3,092.00.
  
  Mr. ****** sent a response letter to you explaining that this amount is subject to change if a new Deed or Owner Policy is required prior to the finalization of the assumption. Please also note that a decrease in the Unpaid Principal Balance (UPB) will not impact the closing of the assumption, and county fees are not determined by Mr. ******* Mr. ****** respectfully declines to waive all assumption fees as requested in the borrowers correspondence.
  
  Pursuant to the letter dated September 6, 2024, sent by ********** please allow 10 to 15 business days from the date of the letter for a ***************************** to be assigned, and they would contact the borrower to go over the requirements for qualifications. For any questions, please contact the assigned loan officer at Mr. ******* The loan officers information is outlined in the letter sent by Mr. *******
  
  Lakeview considers this closed with the response from the servicer attached. If the customer has any additional questions or wishes to discuss the matter further, the ************************************** at ************ Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to
  12 p.m. (CT).

  Customer Answer

  Date: 10/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. But I have no other choice so whatever. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/18/2024

  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.

  To whom it may concern. Having to take the BBB in getting a complaint filed against my existing lender LakeView ******** regarding my request to assume my existing home loan solely in my name only and to have the other person who moved out back in June removed from the loan. After contacting Lakeview multiple times, I continue to get the runaround in various **** telling me they either don't know what an assumption process is or passing me onto another department, only to get either hung up on or misinformation. At this point, since I've been trying to get this resolved now since July 2024, I'm needing BBB's assistance in getting the correct team from Lakeview LoanCare in contact with me so I can complete my loan assumption process since I'm not getting any resolution when calling into ************** and no one is able to get my in touch with the actual Assumption team. My existing loan I'm trying to do this with through LakeView is Loan # **********. Please help!

  Business Response

  Date: 10/01/2024

  Re: BBB Response to Consumer Complaint Notification
  
  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.
  
  Upon receiving this complaint, we reached out to our Lakeview assumptions management team and conducted our investigation. The team confirmed contact was made with the customer and the welcome package emailed. The customer is in the process of gathering all the required documents to move forward with the assumptions review.
  
  Lakeview confirmed with ***** ****** via email sent on September 23, 2024, that his concerns have been addressed. We will consider this concern resolved based on the actions of our assumptions team.

  Customer Answer

  Date: 10/01/2024

   
  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:09/01/2024

  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 became gravely ill from Covid developing a rare blood disease that drs have given me only a 30% chance of survival. It had left me unable to work. I reached out to Lakeview to get help with my missed payments and they said I qualify for a a Covid 19 loan mod to help. Well that was a lie. Although they are putting the back owed amomunt in a loan they have also raised my interest rate to lot than double than what it was along with rasining my payment over $1000. A month. How am I supposed to afford a new payment with that increase and how is this any kind oh help but helping them selves to hundreds of thousands of interest earned to them w no help or relief to me. They are taking advantage of ones illness instead of helping them stay in their home.

  Business Response

  Date: 09/13/2024

  We requested the assistance of the servicer ******** to assist with providing a response and resolution to your COVID-19 loan modification concerns. ******** prepared a letter addressing your concerns. Below is a summary of the response:
  
  The goal of a modification is to restructure the loan to bring you current. A modification changes the loans
  interest rate to the average interest rate at the time of the modification. In this case, the interest rate is 7%. During
  a modification, the term, or length of the loan, is also restructured. If you choose to accept this modification, the
  loan will have a 40-year term. We can assure you we have followed all the guidelines set forth by both the Federal
  ********************** (***) and the Housing of ***************** (***).
  
  09/06/24-LoanCares Loss Mitigation Team spoke to the customer to discuss the modification dated August ******* is the best option available. The customer has 15 days to decide if he is moving forward with the modification. He will notify ******** of his decision. On 09/10/2024, ******** emailed the customer a copy of their response letter. A hard copy will be mailed to the customers mailing address on file.