Lakeview Loan Servicing Reviews

I have made numerous attempts via call and email and have not received any proper assistance in resolving the matter. It is now clear to me that they never sent out the check as they give me conflicting stories each time I call in. This lack of accountability is both disappointing and unacceptable. It has now been 6 months and they continue to give me the run around and have not paid me the money we are owed. This company is fraudulent and a regulatory authority needs to look into their business as soon as possible to protect consumers. If I could give them negative stars, I would. Do not do any business with them.

When I spoke to the representative, it was brought to my attention that Lakeview’s policy is to have a minimum of $590 in the escrow at all times. Knowing this now, I had to make an extra payment of $890 scheduled for November applying it towards the escrow to get out of the hole and back in good standing due to my homeowner’s insurance with USAA increased by over $400 in one year. Lakeview need to notify the customer when there is a change in the policy to give that person a chance to pay the shortages and not just front the money. At the end of the day, I will be refinancing in the future with another organization and beware of their business practices!

Then, several months later, my husband's entire department was unexpectedly let go. We immediately applied for Loancare's mortgage assistance program. They denied it, saying we had to be 90 days behind on payments first (which means it affects our credit). So then we re-applied and they denied it because they said we needed to provide a "Letter of Hardship" even though the application specifically says they don't need that. So we applied again with the letter and being 90 days behind and they denied it AGAIN. Keep in mind I had to call many, many times during this process. I got transferred at least 3 times every time.

By the time we applied a 3rd time, my husband had a new job and they wouldn't approve the hardship because, even though we were still 3 months behind because of his period of unemployment, we were no longer "experiencing a hardship." So then we were left to try and make up 3 months! It was just ridiculous and criminal in my opinion. So then we finally get caught up on our mortgage but there are still escrow issues. They say we're behind when they were the ones who didn't adjust it when taxes went up. so now our monthly payments are almost $500 more than they were originally because we are trying to make up Escrow.

Finally, we eventually sold our other house that had been stagnant on the market and are told that we can't recast because it is a VA loan. So I ask, "If I can make a large payment towards the principal will it make my payments go down." She says yes, so I make a very large (100k) payment towards the principal. It did not make the payments go down. When I called back, the new representative told me I was told incorrect information and that all of that 100k went towards principal but cannot make the payment go down. It just makes the maturity date closer. And of course I can't get the 100k back to refinance now. Just a lot of unprofessional people who are rude, hang up on you, and are not knowledgeable on the facts of how a mortgage works even though it is their job. It has been an absolute nightmare.

Now come September, Lakeview is ready to sell our house from under us. All the money we have spent getting into the place and all the money we spent sending mortgage payments will be lost, and we'll have nothing. Nowhere to live. And yes we can provide proof that we have been paying Lakeview. We are and have been attempting to make up the difference as well as continue making normal payments, but Lakeview is greedy and unyielding... so we've decided to move through with loan mediation as well as solicit donations to get caught up on payments.

Lakeview has now sent my insurance check to a contractor not even associated with us, and I have not signed the check. My contractor is still waiting on the money for work they did in April. When I told them they needed to retrieve my check, they hung up on me. I called back and talked with their conflict resolution department, and all she said is that she would forward it on to be researched. I have now talked with this company seven times, and each time I am told something totally different. I would refinance just to get away from them if rates weren't so high right now.

When I called customer service, the robotic lines do not allow you to directly talk to a person, but you have to listen to every possible other prompt first, such as recent payments, recent insurance disbursement, taxes, etc. It took over 5 minutes before a prompt became available to talk to a representative. When I spoke to the representative, they stated they were not aware of the new company or payment. However, on mylakeviewloan.com under the escrow tab, the insurance company, policy number, and annual invoice amount was all listed for me to view. They contacted my insurance company and claim to be "overnighting" the payment (which may take 2-3 business days). Even if this is the case, this is a breakdown in an essential service, and if I was able to move companies and stay at the same rate, I would do so.