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 LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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: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.
  

• Initial Complaint

  Date:08/30/2024

  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.

  This mortgage company has been entirely unorganized and irresponsible with my loan. They have held me responsible financially for their mistakes and have caused nothing but issues the entire year I have had them as my mortgage company. They have attempted to increase my payments monthly by as much as 500 a month without explanation or breakdown. They have previously attempted blaming my loan amount on either myself or tax increases in my area which has turned out to be false. They have not gone by the contract I signed with my original loan company and make changes to my loan monthly without informing me of the changes or giving me any kind of breakdown. I have had several cases open with them working with a financial escalation team which they never seem to keep any notes on, so I find myself having to explain the same situation to management every few months that also takes months to figure out! They recently discovered that they had made a mistake and that I was overpaying monthly and send me a check for 3000k. Now it turns out months later that was also a mistake and they are holding me responsible for that as well as a new loan payment. What I signed in my contract for purchasing my house and my loan is not accurately being performed by this company. I have an amortization payment schedule that is 100% inaccurate and Lakeview will not properly explain why my payments are not being accurately reflected from what they are charging me. They continuously increase my payments without explanation or breakdown. Just recently my payments against have moved from 2000 a month to ******* without warning or without breakdown/explanation. This year they also tried blaming my escrow being negative and higher property taxes for an increase in my payment when it actually had to do with them not applying my 2/1 buydown when transferring my loan from another mortgage company. Their case workers and managers have also been extremely rude through this entire process

  Business Response

  Date: 09/13/2024

  ******** attempted to contact you on September 5, 2024, but were unable to reach you. The loan originated in July 2023, with the first payment due September 1, 2023. Per the enclosed Buydown Agreement, the buydown funds were scheduled to be $390.59 per month for the first 12 months of your loan, and $200.99 per month for the second 12 months of your loan. Therefore, as noted in the enclosed June *******, letter, the monthly payment increased effective September 1, 2024.
  
  LoanCares review determined the buydown funds were not initially transferred to ******** with the subservicing of the account after origination. ******** received the buydown funds in June 2024, and each monthly payment was reapplied, with the additional funds applied to the escrow account. Therefore, when an escrow analysis was completed, a surplus was identified and an escrow refund check in the amount of $3,936.28 was issued to you on June 13, 2024. These funds were sent by ******** to refund the misapplied buydown funds from the first 12 months.
  
  There is currently an escrow shortage in your escrow account due to the escrow disbursements and anticipated disbursements.
  
  
  Breakdown of taxes and homeowners insurance since closing:
  Closing
  Taxes - $1,383.79 Annually
  Insurance - $653.00
  
  2023-
  Taxes - $1,930.74 annually
  Insurance - $1,015.00 8/29/2023 paid to Grange insurance
  Insurance - $629.15 9/14/2023 paid to Safeco
  Midterm change of Insurance- the customer should have received a refund for the Grange policy.The funds were not deposited into the escrow account.
  
  2024
  Taxes current bill not available
  Insurance - $966.15 paid to Safeco
  
  
  
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  My loan was purchased by Mr. ****** in 2023. I did not receive any sort of communication of this whatsoever. This resulted in my homeowners insurance not getting paid and subsequently canceled. Once I was made aware I immediately called to rectify this. After I thought I had it all resolved I find out today the exact situation is happening again. Ever since having Mr ****** my home insurance has not been paid one time, forcing me into forced insurance. It has been an absolute hassle and I have not been informed one single time about any of it. It has all been by my own doing and calling that Im finding out any of this information. This is unacceptable in so many way. My insurance company is now charging me a higher premium due to the lapse. I should not have to babysit my lender to ensure my home insurance is getting paid.

  Business Response

  Date: 09/06/2024

  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. Mr. ****** reviewed the loan and determined that at closing on February 9, 2023, the borrower had a policy with ******************* effective February ****** to February ******. Mr. ******* record does not indicate that any renewal information was received. Attempts were made to obtain renewal information;however, the attempts were unsuccessful, Mr. ****** sent letters advising the borrower that proof of coverage was needed to avoid a lender placed policy being purchased.
  
  On February 26, 2024, and April 1, 2024, letters were sent advising the borrower that the hazard policy had expired and requested proof of insurance to avoid a lender policy being purchased on the borrowers behalf. Mr.******* team did not receive proof of coverage resulting in the lender policy being purchased effective from February 9, 2024, to February 9, 2025, with a premium of $2,778.00. A letter was sent to the borrower, advising that the lender placed policy was purchased on their behalf. Please keep in mind that according to the terms of the loan documents, adequate hazard insurance coverage must be maintained at all times,and the borrower must provide Mr. ****** with satisfactory evidence of this coverage. It is important to understand that this requirement is a safety measure taken to protect both the borrowers interest and Mr. ******* interest in the property by ensuring continuous and sufficient coverage against any potential damage that might occur.
  
  On March 15, 2024, United Wholesale Mortgage sent the borrower a letter advising that the loan would be transferring to ***********************, D.B.A, ************************ on April 2, 2024. As such the loan was transferred to Mr. ****** on April 2, 2024.
  
  Mr. ****** received proof of coverage reflecting an active policy with travelers from April 25, 2024, to April 25, 2025. With that, the lender placed policy was cancelled and a refund of $2,200.00 was deposited to the escrow account. Mr. ******* records reflect a lapse in coverage from February 9, 2024, to April 25, 2024.
  
  The borrower advised Mr. ****** that he had a new policy with State Farm, the State Farm policy 53J4X8977 effective from August *******, to August 27, 2025, information was received, and the escrow account was updated. The premium payment was sent to ********** on August 28, 2024, in the amount of $2,910.00. At this time, the loan reflects the most up to date information and no errors were found in the review of the loan. Please allow 3 to 5 business days for the escrow statement to be generated and an additional 7 to 10 business days for the statement to be mailed.

  We trust this is responsive to the complaint. Mr. ****** has since sent a detailed explanation email to the customer. 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:08/26/2024

  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.

  Our **************** switch to Mr. ****** under Lakeview. We have been making payments for our Mortgage but they have not collected the money. Creating dire straits to our family. We have been trying to contact them but theres not a human person answering the phones. Only AI, also Mr. ****** or Lakeview do not have an actual office. I am currently a Service Member of The ****************** and the ** is awaiting a resolution on this matter. We have try to contact them unsuccessfully which makes the government asked the legitimacy of this company. If you please will help us to find out whats going on, will be greatly appreciate it.

  Business Response

  Date: 09/09/2024

  09/05/2024- Mr. ****** spoke to the authorized spouse **** ******** The agent advised her of the payments received and the reason for them being returned as it keeps returning due to stop payment. The agent advises **** ******* to check with her banking institution for any Mr. ****** blocks, not allowing the payments to be successfully processed.  

  
  **** ******* also expressed her frustration with the automated phone system. The agent provided her with her direct contact information to make her experience easier and explained that Mr. ****** is constantly trying to improve the *** system.  

  
  09/06/2024- Mr. ****** emailed Mr. ******* detailing their findings and the recap of the conversation with **** ******** 
  

  
  

• Initial Complaint

  Date:08/23/2024

  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 originally with USAA was sold to **************** and is now being serviced by Lakeview Loan Servicing. Lakeview's website forces the user into a binding agreement with no clear way to circumvent. I must agree to the following to use their website and see the status of my loan: - I agree to the Terms of Use, which include the Arbitration Agreement and the Privacy Policy - I agree to the Consent to the Use of Electronic Signatures - I agree to the Consent to Obtain Credit Reports Given that I do not trust Lakeview, some 3rd party, to be a good ******* or correctly verify or protect my identity I cannot in good conscience agree to these terms. There are terms like the following:No Class Action Proceedings. YOU AND WE AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN OUR INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING.*********** and Limitation of Rights. YOU AND WE AGREE THAT, BY ENTERING INTO THESE TERMS OF USE, THE PARTIES ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY. YOU AND WE ACKNOWLEDGE THAT ARBITRATION WILL LIMIT OUR LEGAL RIGHTS, INCLUDING, THE RIGHT TO A JURY TRIAL, THE RIGHT TO CONDUCT FULL DISCOVERY, AND THE RIGHT TO APPEAL (EXCEPT AS PERMITTED IN THIS ARBITRATION AGREEMENT OR UNDER THE *****

  Business Response

  Date: 08/29/2024

  Re: Response to Consumer Complaint Notification
  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 sub servicers for all administrative handling of our mortgage loans. Lakeviews Fastlane Team were notified to provide assistance and resolution to the borrower.
  

  Lakeview appreciated your patience while we completed our investigation into your BBB complaint. ****************** has confirmed that this customer is on the Do Not Solicit list and has not been sent any ****************** Communication.

  In reference to Fastlane dashboard, please be advised that once you log in to the servicers website, you are automatically redirected to the limited Lakeview Powered by Fastlane experience.
  

  To conduct mortgage servicing activities online, you may make your online payments and conduct your mortgage servicing activities on the digital experience by selecting Make a Payment or Manage on ****************? Please Note: You are not required to create a Lakeview Powered by Fastlane account (which includes accepting the Terms and Conditions) to just conduct mortgage servicing activities.
  

  Fastlane Technology Solutions, LLC (Fastlane) is an affiliate of Lakeview Loan Servicing, LLC, which provides the digital experiences for Lakeview known as Lakeview Powered by Fastlane. This dashboard will be your new landing page (home page) when you log into your mortgage servicing site with **************** You will ALWAYS have an option however to click and either Make a Payment or continue through to Manage on ****************? in order to view / handle all mortgage servicing activities, just as you have done previously. Therefore, managing your loan activity will always be one click away!
  We trust the above explanation is responsive to the complaint and provides the necessary information for the BBB based on the actions of Lakeviews Fastlane Team.

• Initial Complaint

  Date:08/22/2024

  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.

  On 8/7/24 I was directed to the Lakeview Loan Servicing website from Flagstar Mortgage. On the Lakeview website they have someone elses email address for me. I e been try for 2 weeks to reach someone to correct this and its not done. Ive called Flagstaff three times. They have the correct information. But when I call Lakeview they say I have to talk to Flagstar. I got a couple emails from Lakeview asking for proof etcI sent it. Still its not fixed. I dont know if someone has hacked my account because of this?? Can you help me please?

  Business Response

  Date: 09/04/2024

  08/07/24- ************* opened a request to update the email address on file per the customers request. The email was updated.
  08/28/24- ************* was able to confirm that the loan boarded with the incorrect email address from LoanDepot.
  

  Lakeview Fastlane Team Timeline of events:

   08/09/24- The Lakeview Fastlane Team received a request from the customer that her ********************** Powered by Fastlane profile was displaying someone elses email address.

  08/12/24- The Lakeview Fastlane Team requested additional details to identify the email address that needed to be removed.
  08/15/24- The customer provided the correct mail address. The Fastlane team requested additional information including screenshots.
  08/20/24- The customer provided screenshots. Fastlanes research showed that the customer had updated her email with the sub-servicer ************* and needed the Fastlane account profile reset to remove the previous email. The account deletion request was submitted, and the final confirmation below was sent to the customer on August 23rd, 2024.

  Customer Answer

  Date: 09/04/2024

   
  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:08/19/2024

  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.

  I made a $1000.00 escrow-only payment May 21st. I got my escrow analysis showing a shortage and no record of that payment. I asked why it wasn't applied to my escrow acct and was told I didn't tell them where to put it. Not sure how asking to make an escrow only payment isn't clear. Anyway, now I am being told they will apply that payment to the shortage leaving almost $500 now to just sit in my escrow acct until the next analysis. Person I spoke to told me if I have an overage of $50 or more, they will send me the overage so I feel like you waited to apply my payment til after the analysis so now there is no overage. So I asked for another analysis and 2 people have told me since the 6th of August that one will be done. Still nothing. No response to emails or calls from a manager. Can someone at this company who knows what they are doing please contact me?

  Business Response

  Date: 08/30/2024

  *05/20/24- Customer called LoanCare requesting information regarding making an escrow only payment ITAO $1,000.00 for the escrow shortage amount of $923.76 that was effective September 1, 2023. Instead of the payment being applied to the customers escrow account it was applied towards the suspense account.
  *08/06/24- The funds of $1,000.00 were applied to the customers escrow shortage amount of $923.76. At that time $846.78 had already been credited to the escrow shortage amount since September 1, 2023, the escrow analysis effective date. Due to the $1,000.00 escrow shortage payment being applied to the customers escrow balance, the escrow account was reanalyzed on August 12, 2024. At that time, the escrow account had an available balance of $4,370.17 in escrow and the required escrow balance was $3,880.68. Due to the overage being greater than $50.00. An overage escrow surplus refund of $489.49, was issued to the mailing address on file
  08/13/24-The new mortgage payment of $2,865.21, is effective September 1, 2024

  Customer Answer

  Date: 09/09/2024

   
  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:08/14/2024

  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.

  My loan was recently transferred from United Wholesale Mortgage to Lakeview, effective 8/1/2024. I am merely trying to speak to someone on the phone regarding, due dates, escrow, taxes etc... I have feverishly called a number of times for consecutive days and the system simply will not allow you to speak with an agent. Is there another number that perhaps has not been communicated. I also, emailed them to no avail. How can the customers get them to respond. This is preposterous! and certainly unacceptable behavior for a loan provider. I'm hoping they will reach out soon. Maybe the only way to speak to someone is to intentionally late with my payment and I bet someone will call.... Just a thought:(

  Business Response

  Date: 08/22/2024

  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 this loan was transferred from United Wholesale Mortgage to ****************, the subservicer for Lakeview Loan Servicing on August 2, 2024, and the Welcome Letter was sent to the borrower on August 5, 2024.
  The customer stated he was having difficulties with reaching **************************** Agent; however, the customer did not provide the number they were attempting to reach the team at. The customer sent an email through Mr. ******* secure message center inquiring about making payments with a debit card and how to set up biweekly payments. An agent responded advising that **************** does not accept debit or credit card payments.
  Mr. ******* agent provided the customer with the information to set up the biweekly payments and emailed the authorization form. The agent informed the customer of the terms required to start Bi-Weekly Autopay.
  1) The loan must be prepaid one month ahead.
  2) Account should not be set up on any existing auto draft plan (equity accelerator or monthly ACH).
  3) Bi-Weekly auto draft form completion is required.
  On August 12, 2024, an escrow analysis was generated after the service transfer process was completed with an effective date of October 1, 2024. The payment will remain the same as the previous payment amount of $1,837.53. Please note the state scheduled yearly escrow analysis will be generated in October 2024 with an effective date of December 1, 2024. On August 19, 2024, the ************* taxes were disbursed from the customers escrow account in the amount of $2,579.14.
  Mr. ******* Customer Relations Team attempted to follow up with the customer on August 21, 2024; however, the attempt was unsuccessful.
  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 **************** phone number ************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  Date:08/14/2024

  Type:Order 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.

  My wife and I established a trust in May and requested to have our mortgage rewritten in the name of the trust. Our loan is with Lakeview which is owned by LoanCare LLC.We were asked to mail a copy of the trust documents to LoanCare to begin the process. The paperwork was sent via certified mail on 6/7/24. We were instructed to call the company once the mail was signed for which was on 6/11/24. We were told that the mail couldn't be located and to call back in a few days.We phoned again on 6/21/24 and were told by ****** that another department needed to be notified to look for mail, and were instructed to call back in 5-7 business days.Again, we called and spoke with ****** on July 1. We were told at that time to expect the loan to be rewritten by 7/15 and to check back after that date. Apparently, the paperwork is in their ************************ since we're rewriting it for a trust.We called on July 22 and spoke with ***** who said to call back later in the week. The loan wasn't ready. During a July 31 call, we were told that our case had been sent to their ********************** to investigate the delay. We were told that we'd hear from that department in 3-5 business days. We subsequently received an email on August 2 confirming the same. It is now August 14, and we've not heard from the company.It should be mentioned that we did not choose Lakeview/LoanCare as our lender when we purchased our home 10 years ago. We worked with a local community bank who then sold our loan to another company which was later assumed by Lakeview/LoanCare. This is not uncommon, but people should ask their lenders if their loan will be sold before they sign.

  Business Response

  Date: 08/28/2024

  On June 21, 2024, ******** received your correspondence letter requesting your mortgage loan be converted into a revocable trust. ******** was unable to locate any record of receiving the trust documents with the original request.
  We regret that the necessary documents were not previously located causing delays in your request being completed. During a more recent call on August 21, 2024, the customers resubmitted the documents. Updates have been made to the account listing **** ***** Living Trust.

  Business Response

  Date: 08/28/2024

  Enclosing Letter of confirmation for customers records.

  Customer Answer

  Date: 08/29/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:08/01/2024

  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.

  Two times in a row I scheduled payments to be withdrawn from account ending in 7054. Instead of withdrawing from the account we had funds in and given authorization for, the company blames "their system" for automatically picking another bank account that we did not authorize for payment to be withdrawn from. This ended up in late fees and payment return fees being added on to our account. We have had to call and ask why they don't take the payment out of the account that we ask them to withdraw from and their only explanation is to blame a system error. That is not our fault or problem. they refuse to waive the returned payment fees even though they acknowledge that they are not attempting to withdraw payment from the correct account. We have asked to escalate several times, we are refused to be transferred to supervisor. We should not be charged return payment fees when they have clearly disregarded what acct we have told them to withdraw funds from. It feels as though they are purposely refusing payment and trying to have excuse to add fees that are on them not on us. ******* refused to transfer us to a supervisor on 8/1/2024 when we requested one several times. Verify with the recorded call lines. 8/1/2024 3:11PM and 3:47PM.

  Business Response

  Date: 08/22/2024

  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, LoanCare (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.
  
  LoanCares research confirmed that the incorrect account was selected via their website. For reference, a customers personal account information cannot be selected by **************** on the website which is solely for the homeowners use. To delete a payment via the lakeviewloanservicing.myloancare.com website, the customer will need to select the payments option, select Payment Method, select Manage, select Delete Payment Method. A confirmation page will populate to confirm that the customer wants to delete the payment method, select Yes to proceed. A confirmation will then be displayed confirming that the payment method was successfully deleted.
  
  On August 1, 2024, the customer spoke with one of LoanCares representatives regarding their concerns with the payment drafting from the incorrect account ending in 5034. During the conversation, the LoanCare agent attempted.
  to assist by scheduling a payment by phone for $3,275.75. The payment was again drafted from the incorrect account ending in 5034 and returned due to insufficient funds. LoanCare has since removed the certified funds requirement to allow payment to be submitted using the customers preferred payment method.
  
  Although the customers request for compensation is respectfully denied, LoanCare has waived any fees and costs assessed to the customers account due to this issue. Along with their official resolution response letter, LoanCare also enclosed the non-sufficient fund letters, and an Account History.
  
  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 LoanCare.