John K.
HELOC reached the closing stage, then the transaction was cancelled
I want to provide a factual account of my experience with Lakeview Loan Servicing. In June 2026, I applied for a HELOC through Lakeview. Lakeview’s formal application documents showed a $190,847.80 HELOC with an initial draw of $182,211. The transaction required my existing Mountain America Credit Union HELOC to be paid off at closing. I provided the documents Lakeview and its settlement provider requested. By July 1, my Lakeview loan officer told me my identification had cleared and that they were essentially waiting on the Mountain America payoff. On July 23, Lakeview emailed me stating that my HELOC was “nearly approved,” that my application was complete, and that the process was moving toward final documents and closing. Stewart Lender Services, the settlement/title provider involved in the transaction, later confirmed in writing that the validated payoff had been delivered on July 23. When I continued asking why the loan had not closed, Stewart stated that it had not received the payoff funds to send and had required no additional documentation from me since July 23. The transaction nevertheless never funded. Lakeview ultimately showed the original application as “Cancelled.” Instead of completing or restoring that transaction, a new application was started later. I submitted a formal complaint to Lakeview with a detailed timeline and supporting documentation. Lakeview opened an internal investigation, but weeks later I still have not received its complete findings explaining why the July 23 payoff was not funded and why the original transaction was cancelled. During a later call, a member of Lakeview’s Compliance/Issue Resolution team told me that Lakeview itself was not actually the lender that would have provided the money and that a third-party lender was involved. I have now asked Lakeview in writing to identify that third party and explain exactly what role it played in underwriting, funding, cancellation, and the decision regarding whether the original HELOC can be restored. Because the matter remains unresolved, I have filed complaints with both the Nevada Division of Mortgage Lending and the Consumer Financial Protection Bureau. I have tried to keep this review limited to facts I can document. My biggest concern is not simply that the loan failed to close. It is that a transaction that had progressed this far could fail after the validated payoff was delivered, while I still have not been given a complete explanation of who was responsible or why it happened.
Response from Lakeview Loan Servicing, LLCSep 28, 2026
Thank you for reaching out about your recent home loan experience. We’re sorry to hear it didn’t meet expectations. We’re currently reviewing your account and are committed to resolving any issues as quickly as possible. We’ll be in touch, but in the meantime, please feel free to contact us directly at 1-844-454-9333 or [email protected]. Your feedback is valuable, and we’d appreciate the opportunity to turn your experience around.