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:07/01/2024

  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.

  Lakeview is an absolute joke as well as their loan servicer Loancare. They have messed up my escrow on my mortgage and when I called to have someone explain it they could not. When I asked to speak with the escrow department I was told they did not have one. I am now attempting to sell my house and I know that my loan is assumable but getting any other information from either Lakeview or Loancare is impossible. Their employees will tell you different things each you call and/or HANG UP on you. It is **** and I have been attempting to get this figured out with them since March or April. The only working number to directly call Lakeview's ********************* goes directly to a voicemail stating that the voicemail is now full. GO FIGURE. Absolutely the most incompetent & flat out RUDE people ever.

  Business Response

  Date: 07/15/2024

  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. The assumptions team confirmed they made contact with the customer and discussed the necessary information needed to start the process.
  
  Lakeview will consider this concern resolved based on the actions of our assumptions team.

• Initial Complaint

  Date:06/29/2024

  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.

  My mortgage was transferred to this company in Jan. 2024. In mid-March they notified me that my mortgage in ***** would increase by $800. I have tried calling, using portal and email to speak to a representative since then and cannot. When you call and request a live agent, it keeps sending you back to the automated system. Once I got a live person and they said the system was down. The complaint research department has been saying since May 2024 that someone will call me; no one has. Today I received notification and the mortgage is going up another 100 dollars. I have over 80k in February only in medical bills and this hardship is weighing on me. The fact that I cannot even get anyone on the phone or to call me back is crazy.

  Business Response

  Date: 07/11/2024

  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 administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. **************** reviewed the loan regarding the customers concerns surrounding the most recent Escrow Analysis dated May 23, 2024. Research was previously completed which confirmed that there was an error on part of the prior servicer wherein the prior servicer was collecting incorrect or insufficient amount for escrow. The prior servicer also disbursed an additional tax payment of $1,191.33 on November 10, 2023, which added to the significant escrow shortage. Note no refund is available.
  
  **************** confirmed that per the customers request on a call, a new Escrow Analysis (EA) was generated on July 5, 2024, effective from July 1, 2024, with a 60-month shortage spread to help manage the increase. 

  The customer may visit ********************************** and login to their online account to view the results of the analysis. An Escrow Disclosure Statement will be sent via mail under separate cover. Please allow 7-10 business days for regular mail delivery.
  
  Lakeview considers this closed,and we trust this is responsive to the complaint. **************** sent a detailed explanation letter and email to the customer. If the customer has any additional questions or wishes to discuss the matter further, the **************** specialist contact is *******************: phone number ************ Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.

• Initial Complaint

  Date:06/21/2024

  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.

  My flood insurance was canceled at the end of April due to nonpayment.My insurance and taxes have been escrowed since the beginning of this loan in 2011.My insurance has been covered by the same Insurance provider since 2011 as well.The flood policy this year should have been renewed in April 2024.My insurance provider mailed the renewal notice to Lakeview Mortgage on 2/19/24(uploaded below).Now, Lakeview is trying to bill me for flood insurance at 3 times the cost @ $2288 annually. My policy they let lapse was $836 annually. My 2022 taxes went unpaid for a year. During 2022, I received ugly phone calls from Lakeview threatening me with paying penalties and fees if I didnt provide documentation of changes made to my property. I tried to explain to them that NO CHANGES HAVE EVER BEEN MADE to my property. Lakeview had my money to make this payment and did not. I spent hours on the phone month after month with Lakeview to no avail.Every time I called, I got a different reason why they did not pay the taxes. I also spent miles of travel and a great deal of time on the phone with the tax office trying to figure out why the taxes were not being paid.Finally, I went to the tax office and the office mgr and I called Lakeview.The tax office was able to explain to Lakeview that this property was the same since 2011.The taxes were finally paid.Another issue this year, that is not as big an issue but demonstrates their inability to operate a company effectively.They called due to a .61 cent past due balance.How is there a balance when they tell me the payment amount to be withdrawn from my account when payment is due.Customer service is non-existent.I get a different answer when I call yet,they supposedly take notes of conversations.The website is encouraged to upload documents; however, there are numerous errors and system issues there as well.My current issue is that flood insurance was not paid upon renewal-now they are trying to charge me an exorbitant amount for it.

  Business Response

  Date: 07/16/2024

  A refund of $1,881.00 for the *** policy was deposited into your escrow account on July ******. There was a lapse in insurance coverage between April 15, 2024, through June 19,2024; therefore, funds of $407.00 were not refunded, as they were used for the *** policy for these dates. An updated escrow analysis was completed, resulting in a new payment of $2,522.96 effective August 1, 2024. There is an escrow shortage of $1,536.32. An analysis statement will be sent to you under separate cover.

  Taxes

   On November 24, 2021, we received a delinquent tax notice. Per review of the account, it was determined the taxes to be paid were for 10 acres; however, the delinquent tax bill referenced ***** acres. We were advised by Bowie County, that the property is set up on two parcels, with the second parcel totaling ***** acres, which was not being collected for in escrow. Bowie County also advised that if the homeowners wished to combine the parcels, they would need to call to make this request. We called you to advise you that the additional ***** acres of land is not a part of your mortgage. We issued tax payments on your account on May ******, which was applied to the 2021 taxes. We issued tax payments on May 30,2023, for your 2022 taxes. The payments were disbursed when the tax bill was received in our office.We next anticipate paying taxes in October 2024.

  
  

• Initial Complaint

  Date:06/21/2024

  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'M A 52 YEAR OLD BLACK FEMALE AND A 100% DISABLED VETERAN OF THE U.S. ARMY. My mortgage company 'Lakeview LoanCare ( p.o.box ****************************. Has been charge me double Escrow on my VA mortgage loan. I've contracted their service Department serval items regarding this issue. I have my own homeowners insurance with USSA and I'm %100 exempt from paying taxes in the state of *****. However; After my loan was purchased by "Lakeview" from Cornerstone. I notice the Escrow balance of 7K and the exception wasn't added to the loan in a timely matter. After specking with three resprsenitive. The issue isn't resolved. I'm requesting an review of the attached documents and an investigation into my loan account with with **********************.

  Business Response

  Date: 07/02/2024

  The customer was contacted and advised of the escrow status. The Servicer's payment and escrow information was accurate as they already had the borrowers tax exemption documents. Loan is escrowed for insurance and the premium is paid annually. ******** advised that she has also been paying the property insurance to USAA monthly. She will contact USAA directly to resolve that issue (possible duplicate payment).  

• Initial Complaint

  Date:06/17/2024

  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.

  They have the worst **************** I have ever experienced. Their telephone prompts are round ***** no matter what you say; you are not connected to a service representative. After multiple prompts and bouts of yelling "customer service" at the prompt; i pressed 0 which was never stated as an option. I was then prompted that I would get customer support but instead the call was dropped. This is in ref. to local taxes and an escrow adjustment. I received a digital statement on May 10/24 saying my monthly payment would be adjusted but no amount was indicated. From the online response, they said it would come in a mailed document which I have still not received. My current amount is the same and I have waited until the last day before I get charged a late fee to pay my mortgage. I have been waiting for this adjustment to no avail. This has been a very negative experience. I am a disabled Vet and the mental toll from the run around has affected my disposition and is very triggering to my condition. Please fix your telephone customer service. Also, I am too upset to talk about the experience with the online customer service I endured during this process.

  Business Response

  Date: 06/27/2024

  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 administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. **************** reviewed the loan and determined that in March 2024, the customer submitted tax exemption documentation, requesting an update to the escrow account and an adjustment to the monthly payment. Mr. ******* tax research department confirmed that the taxes were paid accurately for year 2023, and that the customer was eligible for a partial Disabled Veterans Exemption for the 2024 tax year in *******************. This eligibility led to the tax line being updated to reflect the partial exemption; however, since the new billing amount had not yet been released by the county, a new Escrow Analysis (EA) was not completed at that time.
  
  **************** confirmed that on May 2, 2024, the customer contacted them about the tax exemption through their secure Message Center.Despite receiving multiple duplicative requests from the customer, which delayed the process, the tax lines were updated by May 3, 2024, to reflect the partial exemption. However, the actual billing amount was needed to update the tax line still pending. On May 11, 2024, **************** sent a Research Response Letter to the customer, noting that they contacted the county and verified the reduction in the billing amount and of the reduction in the tax line from $3,122.30 to $7.34. Unfortunately, the letter incorrectly stated that a new EA (Escrow Analysis) had been completed, which was not the case, we apologize.
  
  Per the customers request, Mr ******* team has since generated a new Escrow Analysis (EA) on June 18, 2024, with an effective date of July 1, 2024. This adjustment reduced the customers monthly payment from $2,402.66 to $2,087.92 and recognized an escrow surplus of $1,223.85. The customer was informed of these changes on June 24, 2024, concluding the series of events with a detailed explanation of the partial tax exemption and the outcomes of the new Escrow Analysis (EA). **************** made call attempts on June 24, 2024, to advise them of the results of the investigation; however, the call attempt was unsuccessful due a continuous ring with no option to leave a message. A Resolution Email was sent to the customer dated June 24, 2024.
  
  We trust this is responsive to the complaint. *************** sent a detailed explanation email to the customer. In this email *************** explained the customer escrow concerns. If the customer has any additional questions or wishes to discuss the matter further, the **************** specialist contact is *******************.

• Initial Complaint

  Date:06/13/2024

  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.

  Im having issues completing loan assumption to remove borrower 1 from the loan. Ive addressed this matter to the company multiple times as of 04/2023. My issues keeps being disregarded by 2 merged companies. Lakeview **** services and loan care. *** addressed and requested to supervisors and to the escalation department to assist with this matter. Ive submitted documentation and court orders as requested by LLC and lc. Until today June 13 2024, Ive been unsuccessful in resolving my matter. The impression I gather is that neither company wants to take the time nor the responsibility to put closure to this matter. I pledge to you to please assist me find a resolution as soon as possible Thank you for your time ***************************** ************ ************************

  Business Response

  Date: 06/25/2024

  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 escalations servicing team at LoanCare and Lakeview assumptions management team. We confirmed that there were a few inquiries received from the borrower, dating back to 4/2023. That initial inquiry made it to application but per the borrower, ****, the ex-spouse, ******, was not being cooperative and the file was cancelled.
  
  Lakeview assumptions team received two other inquiries on 8/22/2023 and 1/2/2024, neither of which progressed because the welcome package was not returned in the allotted time.
  
  The most recent request to re-open an assumptions file was received on 6/17/2024 and the borrower **** is working on providing the needed documents to proceed. The borrower **** and our Lakeview assumptions team have been communicating with each other.
  
  Lakeview will consider this concern resolved based on the actions of our assumptions team.

• Initial Complaint

  Date:06/09/2024

  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.

  The company failed to pay my insurance premium payment despite me repeatedly providing them my insurance company's information. Now I am locked out of receiving any hazard insurance as underwriters will not provide insurance to a property that has lapsed/cancelled insurance, regardless if it was due to the mortgage company. The mortgage company has not provided a fix and repeatedly points fingers at he insurance company even though the insurance company states it provided numerous bills to the mortgage company.

  Business Response

  Date: 06/26/2024

  We attempted to contact you on June 11, 2024, but were unable to reach you. During the review of your loan, we did confirm that your previous insurance carrier, ************************************* (Encompass), did not send a renewal to us with our Mortgagee Clause listed on the renewal. A Mortgagee Clause is a property insurance provision granting special protection for the interest of the mortgagee named in the policy, essentially, setting up a separate contract between the insurer and the mortgagee. It establishes that loss to the mortgaged property is payable to the mortgagee named in the policy and promises advance written notice to the mortgagee of policy cancellation. For this reason, it is essential that the insurance company have us listed on the binder of the insurance policy. Additionally, the mortgage clause must have the correct information listed to ensure it is received by us. This information is typically provided by the prior servicer to your insurance company when a loan transfers.
  
  On February 7, 2024, we contacted your insurance carrier and were advised the renewal information was not available. We then left a voice message for ********* Financial Group,requesting renewal information. On February 15, 2024, we called to obtain a renewal for Encompass policy number ********* as no renewal information is listed on the carrier website. We again left a voice message; however, did not receive a return call from Encompass.
  

• Initial Complaint

  Date:05/27/2024

  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.

  Mortgage transferred to lake view 3 Yrs ago by previous lender. Lake view has failed to include property taxes last 2 yrs resulting in escrow shortage. (Taxes are unchanged for the last 8 yrs). Resulting in monthly mortgage payments increasing $1000 since they took over the loan. Interests rates are too high to refinance elsewhere.

  Business Response

  Date: 06/06/2024

  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, LLC (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.
  
  LoanCare reviewed the customers account and found that at the time of transfer the tax information was not updated according to their escrow account. Tax research has been completed and LoanCare can confirm that all taxes have been paid. The tax information has been properly updated and all future taxes will be paid accordingly. LoanCare confirms there are no delinquent taxes on your property.
  
  LoanCare attempted to reach the customer on May 28, 2024, but was unable to make contact. Email resolution was sent 6/5/2024 and no response. To assist the customer LoanCare has spread the escrow shortage over 24 months instead of 12 months to reduce the pressure of having a higher monthly payment. The new monthly payment with a 24-month escrow spread is $2,177.51 effective June 1, 2024. If the customer needs more assistance making their monthly payment, please contact LoanCares ********************** at **************.
  
  Lakeview will consider this concern resolved based on the actions of the servicer. 

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21765124
  
  I am rejecting this response because:

  better than nothing, sure. Still reflects an increase in my mortgage payment due to lakeview error.

  my mortgage payment has increased twice during my time with lakeview. and I don't believe that tax info wasn't provided for 2 years (at the time of transfer and the subsequent year?) and no guarantee the mistake won't be repeated at years end. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/14/2024

  Re: BBB Rebuttal Response to Consumer Complaint Notification
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. We reached out to the subservicer LoanCare to assist with providing a response to your BBB rebuttal, as they are servicing the account on behalf of **********************. We apologize for this inconvenience and LoanCare has advised there are no delinquent taxes on your property. All necessary corrections to include the appropriate amounts for your future taxes and insurance are included in your escrow account.
  
  LoanCare attempted to reach the customer on May 28, 2024, and May 31, 2024, and June 11, 2024, to further discuss their escrow account concerns, but was unable to make contact to discuss their account. LoanCare has spread the escrow shortage over 24 months instead of 12 months to reduce the monthly payment obligation. The new monthly mortgage payment is in the amount of $2,177.51.
  
  An escrow analysis takes place once a year which can result in mortgage payment increasing or decreasing based off the analysis. LoanCare sent copies of the customers escrow analysis statements from their prior servicer On Q financial and the last two analysis statements done by LoanCare.
  
  Lakeview will consider this concern resolved based on the actions of the servicer. Lakeview also made call attempt with no success.LoanCare sent a resolution email containing their detailed resolution letter. If you or the customer have any additional questions regarding this matter, please contact *************************** at LoanCare.

• Initial Complaint

  Date:05/15/2024

  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 sent in payment in full for my mortgage account that was received by this business on via certified mail on 3/11/2024. The business has refused to acknowledge my payment, has not credited my account, nor have they returned my payment for any insufficient reason. I need your help in resolving this situation.

  Business Response

  Date: 05/29/2024

  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.
  
  ********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance M&T is subservicing on Lakeviews behalf. M&T  was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.
  
  Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution.  We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.

  Business Response

  Date: 05/29/2024

  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.
  
  ********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance M&T is subservicing on Lakeviews behalf. M&T  was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.
  
  Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution.  We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.

  Business Response

  Date: 06/05/2024

  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, M&T Bank (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.
  
  M&T Bank research confirms they received correspondence from ************** dated February 29, 2024, in which he provided a Bill of Exchange in attempt to pay off the mortgage loan.However, as indicated in the enclosed response dated March 19, 2024, no funds were received. have no record of receiving a payment to pay the loan in full on March 11, 2024. M&T received the regular monthly mortgage payment of $3,752.35 on March 1, 2024, which was applied to the March 1, 2024, payment the same day.
  
  The most recent payment M&T received from the borrower on April 1, 2024, in the amount of $3,752.35 was stopped, resulting in a letter being sent to ************** on April 3, 2024.
  
  If ************** wishes to pay off the mortgage loan, he will need to request a payoff quote first to determine the correct amount needed to satisfy the mortgage loan. To request a payoff quote, ************** can call M&T Bank at **************.
  
  M&T Bank is required to accurately report the status of the mortgage loan to the consumer credit reporting bureaus in accordance with the Fair Credit Reporting Act (FCRA); they confirm the credit reporting is valid and accurate. M&T Bank has respectfully declined Mr. ****** request to make updates to what was previously reported to the credit reporting agencies. As of the date of this letter, the mortgage loan is past due for the April 1, 2024, monthly mortgage.
  payment.
  
  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 M&T Bank *************************** (***) at **************. The *** hours of operation are Monday through Thursday from 8am - 9pm, Friday from 9am - 5pm ET.

• Initial Complaint

  Date:05/14/2024

  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.

  Lakeview Loan Servicing sold me a property for $90,000. They refuse to send me the title to the residence after requesting it multiple times. A few months after selling me the property and home, Lakeview put the title in their name. I am requesting your help getting the title. Please call me for further information

  Business Response

  Date: 06/07/2024

  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.

  
  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.

  Customer Answer

  Date: 06/10/2024

  The purchase agreement states the Mobile Home title will not be given however, months after the property was sold to me. LAKEVIEW Loan serving applied for and received the mobile home title in their name. It was mailed to an address in *******. We purchased the property in March 2023 and Lakeview was granted a mobile home title from New ********************* of ***** Vehicle in November 2023. Which means Lakeview applied for the title to the Mobile Home after the mobile home was sold to me. I have been dealing with multiple people and no one seems to know what is going on. I'm looking for the Mobile Home title and Bill of sale to be signed and sent to me immediately.  

  Business Response

  Date: 06/10/2024

  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.

  
  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: 06/13/2024

  The servicer M&T Bank provided the following update as of June 12, 2024. The foreclosure firm is waiting on a duplicate certificate of title. When it is received, they will send it to the purchaser for her to be able to then file with the *** to transfer the title to her name. The estimated turnaround time is approximately one week. We will provide confirmation upon receipt.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21712419
  
  I am rejecting this response because: If I choose to accept it will close the complaint when the Vendor is asking for more time. Although I understand it takes time to do research I have been in contact with the company since April regarding this matter with no resolution.  It is rather simple, Lakeview applied for and received the Mobile Home title in their name months after Lakeview sold the Mobile Home to me. Send me the signed title to the mobile home with the bill of sale from NYS ********** of ***** Vehicles also signed. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/24/2024

  On June 11th Lakeview Loan Servicing applied for and received a duplicate title from the ************** of ***** Vehicles. I'm requesting an update on what is happening.  

   

  Business Response

  Date: 07/03/2024

  07/02/2024- M&T Bank emailed ***************************** a signed copy of the Certificate of Title. An original copy is being mailed to the purchaser on July 3rd, 2024.