| 10/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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XXXX XXXX I calXXXX XXXX XXXX/Loancare and take them up on their offer to get forbearance. I understand this to mean that since my ability to make payments has been negatively impacted by the Covid-19 pandemic. Although my loan was current at the time, it is a temporary pause of my mortgage payments. I can put these monthly payments on the back end of my mortgage or restructure the loan at a later time to assist with my loss of income directly related to Covid.
XXXX XXXX I skipped these 6 payments because I was in the Covid-19 forbearance plan. XXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX. It lists the last 6 months as being delinquent. XXXX XXXX XXXX I call XXXX XXXX asking why it states on my statement that I am delinquent since I was approved for the forbearance. They said pay no attention to that. I told them that I was VERY uncomfortable with that and I was worried it would affect my credit rating. They reassured me not to worry and no notices were being sent to the credit agencies because I was in forbearance.
XXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX. It also added a late fee of XXXX which I dont understand. XXXX XXXX XXXX Loancare sent me statement confirming I am in the Forbearance with them and action is required because the program is about to expire. It lists 5 options for me. Reinstatement, repayment, loan modification, deferment, or request an extension on your existing extension. I called during this month and was granted an 4 month extension. I also addressed the late fee of XXXX and it was waived. Proof of that showed up on the next statement.
XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX XXXX Sales were starting to pick up so I made a payment thru my XXXX billpay to them for XXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX XXXX Skipped these 8 payments because I was still in the forbearance plan.
XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX Loancare sent 3 letters dated XXXX XXXX XXXX XXXX saying that my forbearance plan was ending at the end of XXXX. It explained I had 5 options and needed to make a choice before the end of the month. I called and stated my income was getting better and I anticipated getting to the point where I start making payments again in 4 months, (120 days).Before the end of XXXX XXXX
XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX XXXX XXXX XXXX My income was starting to come back some more. I thought I could resume making monthly mortgage payments. So I called XXXX XXXXLoancare to see about resuming monthly payments. They said I could. They told me about a Flex Modification Loan. The stated they would take me off the forbearance plan. At this point there was 14 monthly payments that needed to be made up. Approximately XXXX. All I had to do now was make the next 3 payments of XXXX on time as proof I could do it and I would be back on monthly payments again. I said I would do that!
This is where everything seems to start going wrong
XXXX XXXX XXXX Letter arrived from Loancare dated XXXX describing the details of the Flex modification trial period plan. Sounded great. So I called Loancare to let them know. Then I set up the next 3 payments in my XXXX billpay account to make sure they would arrive on timeXXXX XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX On the statement under the Recent Account History column it lists the last 6 months payments as not being made with nothing describing the forbearance program. It also says, You must pay XXXX to bring your loan current. I called loancare and they said dont worry about it. XXXX XXXX XXXX I went on the website myloancare.com and checked on my loan. It stated that my loan modification was still pending because they had not received a response by me. Uggghhh! So I called. They stated since I had filled it out and returned it just must not be in the system.
XXXX XXXX XXXX XXXX XXXX via XXXX billpay on time. 1st of 3 initial payments.
XXXX XXXX XXXX XXXX Monthly statement dated XXXX says the total amount due is XXXX It also noted that it had received and applied my XXXX XXXX payment of $XXXX XXXX XXXX XXXX XXXX via XXXX billpay on time. 2nd of 3 initial payments. XXXX XXXX XXXX XXXX Monthly statement dated XXXX. It noted that it had received and applied my XXXX XXXX payment of XXXX. It also states that they charged me XXXX for an attorney cost?
XXXX XXXX XXXX Paid XXXX via XXXX billpay on time. Last of 3 initial payments. XXXX XXXX XXXX XXXX Monthly statement dated XXXX. It noted that it had received and applied my XXXX XXXX payment of XXXX. It also states that they waived the XXXX attorney fee? XXXX XXXX Received a letter from Loancare stating that this is a formal notice by Loancare, LLC, the Servicer of my loan, on behalf of XXXX XXXX XXXX XXXX that I am in default under the terms of documents creating and securing my loan. That I had to pay the full amount of default in the next 5 weeks. XXXX They listed the mortgage payments from XXXX XXXX XXXX as proof! Nowhere did it say anything about the Covid Forbearance program or the Flex modification program that I was already 3 months into!
XXXX XXXX XXXX I called Loancare again because I was livid! It made no sense! They explained it must be a mistake because it clearly shows I am in the Flex modification program. They said not to worry they would make a note in my file. I exclaimed that I keep calling them and its as though their company doesnt know whats going on! I asked what my new payments are and he said I just needed to continue making payments on time of the same amounXXXX XXXX XXXX XXXX Paid XXXX to Loancare via XXXX bill pay. XXXX XXXX XXXX XXXX Monthly statement dated XXXX Total amount due is XXXX XXXX XXXX XXXX Paid XXXX to Loancare via XXXX bill pay. XXXX XXXX XXXX Loancare returned my XXXX. payment via XXXX billpay. At the time I didnt realize it
XXXX XXXX XXXX Loancare returned my XXXX payment via XXXX billpay. At the time I didnt realize it XXXX XXXX XXXX XXXX Monthly statement dated XXXX Total amount due is XXXX It also charges me for an inspection fee of XXXX XXXX XXXX and XXXX (XXXX plus a late charge assessed of XXXX total of XXXX XXXX XXXX XXXX Paid XXXX to Loancare via XXXX bill pay
XXXX XXXX XXXX Loancare returned my XXXX payment via XXXX billpay. At the time I didnt realize it
XXXX XXXX XXXX Paid XXXX via XXXX bill pay
XXXX XXXX XXXX Loancare returned my XXXX payment via XXXX billpay. At the time I didnt realize iXXXX XXXX XXXX XXXX I noticed that I had an additional XXXX in my checking account. After looking into it, I noticed that the last 4 Loancare monthly mortgage checks were returned back into my XXXX XXXXccount! I am fit to be tied! I called Loancare and they stated I had to make up the payments or it would go into foreclosure! Even though they dont know why they keep sending back my monthly payments! They instructed me to pay XXXX right now and continue to make payments XXXX thereafter. I paid the XXXX while on the phone. XXXX XXXX XXXX Received in the mail from Loancare a letter dated XXXX XXXX XXXX stating that they were are concerned about your recently missed payment. Our records indicate that you have missed 18 mortgage payments and my account is 529 days past due. Uggghhh! I am assuming they meant the 14 monthly payments during the forbearance and the 4 payments they sent back to me. This was one day before I talked to them on the phone on the XXXX XXXX XXXX and paid XXXX XXXX XXXX XXXX Received monthly statement dated XXXX XXXX XXXX from XXXX XXXX stating under recent account history that no payments made in the last 6 months (incorrect). Plus they were charging me an additional XXXX for an inspection fee(?) and that I must pay XXXX XXXX to bring my loan current. XXXX XXXX XXXX Paid XXXX via XXXX bill pay as instructed 3 weeks previous. XXXX XXXX Loancare returned my XXXX payment of XXXX via XXXX billpay XXXX XXXX XXXX Received monthly statement dated XXXX XXXX XXXX from XXXX XXXX stating that I Recent Account history shows no payments in the last 6 months? Total amount due is XXXX XXXX XXXX XXXX XXXX XXXX via XXXX bill pay
XXXX XXXX XXXX Loancare returned my May payment of XXXX XXXX XXXX billpay. XXXX XXXX XXXX Received monthly statement dated XXXX XXXX XXXX from XXXX XXXX As usual it is showing that I have not made any payments? And that I must pay XXXX to bring my loan current.
XXXX XXXX XXXX Also, received a letter from Loancare stating that Our records indicate that we have not received your mortgage payment. This letter serves to notify you additional late charges blah, blah. Ugghh!
JXXXX XXXX XXXX XXXX XXXX via XXXX bill pay
XXXX XXXX XXXX Loancare returned my XXXX payment of XXXX XXXX XXXX billpay.
XXXX XXXX XXXX Received monthly statement dated XXXX XXXX XXXX from XXXX XXXX stating that I had not paid the last six months, (incorrect). Plus they were charging me an additional XXXX for attorney fees and another XXXX for an inspection fee(?) and that I must pay XXXX to bring my loan current. XXXX XXXX I dont know the exact dates because I didnt make notes. However, I did call a few times during this timeframe and would receive different answers on what to do. Each time I would be placed on hold. After being on hold for a long time, they would say things like, We dont completely understand. I dont know why your checks keep coming back, etc..). Some said it was because of a title issue? I informed them that I had someone look into my county public records and nothing new was attached to my title since XXXX XXXX had taken control of my mortgage in XXXX XXXX XXXX. But they kept saying that I would receive a package in the mail, to watch for it, AND someone would call me back. It never happened.
XXXX XXXX XXXX My wife and I took a huge hit on our credit rating because of late payments reported by Loancare. I call again! I get the same run around answers. Ill make a note, I dont understand, someone will call, etc..
JXXXX XXXX XXXX XXXX XXXX via XXXX bill pay XXXX XXXX XXXX Loancare returned my XXXX payment of XXXX via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX assigns my mortgage to Loancare, LLC.
XXXX XXXX XXXX I FINALLY get a letter from Loancare titled, Results of your Dispute Investigation. It basically says, (incorrectly) they completed an investigation and determined that the information reported was accurate. UGGHH! XXXX XXXX Approximate date. I called and spoke to someone who told me to stop paying my monthly payments. I would receive a loan modification package in the mail, bah blah,,
XXXX XXXX XXXX I am starting to take notes. Nothing about this is making sense to me. My XXXX for my wife and I are through the roof! We dont understand why no one can seem to help us and whenever we talk to someone on the phone, their information does not match up to what other people have told us, nor does any of this information match the monthly statements. I call once again and speak to anyone who can help me. After a long time of reviewing notes pertaining to my mortgage this lady says the only way we can stop the impending foreclosure is to send them the full amount owed. Something like XXXX I still dont understand. I offered to pay the amount of the money they keep sending back to me because I still have that in the bank. But I dont have the amount that was covered in the Covid forebearance program. At one point she says, the minimum they might accept to stop the foreclosure would be around XXXX I start to making out the payment in my XXXX XXXX XXXX bill pay to send in 2 weeks while I am on the phone with her. We cant come to an agreement on anything and I am completely frustrated because she cant answer why they sent the money back or why they are foreclosing on me. At the end of the call, I plead with her to speak to someone who can actually help me. She transferred me to someone higher up than her. XXXX, the Team Leader in Loss Mitigation. Again after a long time of reviewing notes pertaining to my mortgage, He seems like he is sympathetic to my plight but tells me the same thing I keep hearing. Such as, stop making payments, a new loan modification package is being sent to you, etc he seems to think we can get a loan modification. Something similar to the one we did in XXXX XXXX and XXXX of last year with no money down. This sounds reasonable! He ends our conversation saying that if I dont hear back from him or receive a package, call him back and ask for XXXX the Loss Mitigation Team Leader.
XXXX XXXX XXXX Since I had not had a phone call from XXXX or a new payment plan package in the mail, I paid my XXXX monthly payment of XXXX via XXXX bill pay. Just in case XXXX XXXX XXXX Now I call back asking for XXXX. I get XXXX She tries to transfer me but he is in a meeting. She puts me on hold and, you guessed it, after a long time of reviewing notes pertaining to my mortgage, she comes back and very sympathetically is trying to help me. However, she doesnt understand why their company is not accepting my payments or why I am being foreclosed on. She will try to get a new flex modification loan, send me a package, and try and suspend the looming foreclosure. She says she will personally look into it. XXXX XXXX XXXX Official Foreclosure Papers are served to me personally. Interesting to note is document D as proof of nonpayment lists XXXX XXXX XXXX, (14 months) of the time I was in the forbearance program. Then lists XXXX XXXX and XXXX of XXXX as not paid. Those were the first 3 months of my Flex modification program which I sent and they received on time! Dates Loancare received: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX1. See previous entries XXXX XXXX and XXXX XXXX XXXX. Doesnt make sense! Ugghh!
XXXX XXXX XXXX Received a letter from Loancare stating,Were following up on an online payment we recently received from you. We wanted to let you know that we are returning your payment to the originating online bill payer service because your loan is paid in full. If you havent already, be sure to turn off any automatic payments, etc.. This doesnt make ANY sense!
XXXX XXXX XXXX Call Loancare again. SurprisinglyXXXX XXXX answers. She tells me not to worry, that my loan is currently in underwriting of Loss Mitigation. If approved, the foreclosure will be suspended. That would be great. All because someone in your company cant figure out what went wrong, how to fix it, and how to undo all the wrong things that have been done unjustly to me and my family. Other than the 14 month forbearance,(approved by Loancare), I have made every monthly payment. Why are they doing this to us?
XXXX XXXX XXXX Loancare returned my XXXX payment of XXXX via XXXX billpay. No surprise XXXX XXXX XXXX XXXX billpay Payment to Loancare to stop the foreclosure of XXXX that was scheduled 2 weeks prior,(see XXXX XXXX note). I did NOT realize that it was sent. I thought I had started to fill it in, but did not finish it because I came to an agreement with XXXX when I was still on the phone with them on XXXX XXXX XXXX XXXX XXXX Contacted attorney to file a written response to the foreclosure summons served to me on XXXX XXXX at XXXX I have 20 calendar days to file the response, (XXXX XXXX by XXXX).
SXXXX XXXX XXXX Since no one has EVER called me, I call Loancare. I have asked to speak to XXXX or XXXX Neither one can be located. XXXX says that my foreclosure has been suspended as of yesterday. I told her thanks but I am going to have to proceed as if it is not true since this company has misled me many times before. However, I would really appreciate it if XXXX, Team Leader would call me back as soon as possible!
A couple hours later, XXXX the Loss Mitigation Team leader calls me back. This is the first and only time an actual human has called me back! He also confirms that that my foreclosure has been suspended. I told him I wont believe it until I get something in writing. He states he cant do that. I told him I was served the foreclosure summons on XXXX XXXX at XXXX. I have 20 calendar days to file the response, (XXXX XXXX by XXXX). I needed to have an attorney type a letter to be filed in response. I ask what it should say. He says, The mortgage company has informed me that on XXXX XXXX the foreclosure has been suspended and is currently in loss mitigation to work on a loan modification for me now. He also said that he has a form to email me. It would be very helpful for me to fill out and send back to their company to help with the title search. I said I would. I also said I wanted him to understand what I have gone through this last year and I wanted to send him this Chain of Events. All I have wanted is someone to hear me, understand what I have gone through, and try to do the right thing and help me through it. XXXX XXXX XXXX Went down to the Clerk of the Circuit Court, XXXX XXXX, FL to file a letter (at XXXX) responding to the foreclosure summons I received on XXXX XXXX at XXXX XXXX. Stating that, I spoke to XXXX, (Loancare, LLC) Leader of Loss Mitigation, on XXXX XXXX. He verbally told me that this foreclosure was suspended the day before on XXXX XXXX XXXX and was currently in Loss Mitigation, and the mortgage company was working on a loan modification for me. I asked for a written verification and he refused to give one to me, and said his word should be sufficient. Therefore, I am writing this response to cover my bases and asking for an extension of time to confer with an attorney regarding what my options are, and what I should do. I have complied with all the terms of my mortgage contract and have paid all monthly payments on time with preservation of payments made.
XXXX XXXX XXXX Received a Flex Modification Trial Period Plan Solicitation Offer in the mail. It was dated XXXX XXXX XXXX. This is VERY similar to the one sent to me dated XXXX XXXX XXXX. All I have to do is pay XXXX in XXXX XXXX and XXXX But now I have to make the payments to XXXX XXXX mortgage.
XXXX XXXX XXXX I emailed to Loancare, attention XXXX in Loss Mitigation, the Statement of information, they requested. XXXX XXXX XXXX The payment I started to make out to Loancare for XXXX (as described in earlier dated entry of AXXXX XXXX XXXX) went through to Loancare. This is a huge mistake! I was SO flustered on the phone while I was talking on the lady on the phone, I didnt realize I had completely sent it. I thought, well, they send most of my XXXX billpays back anyway. XXXX XXXX XXXX XXXX called Loancare, spoke to XXXX, to let them know I accepted the terms of the Flex Modification Plan and my first 3 payments will be on time.
XXXX XXXX XXXX My 1st of 3 trial payments towards the Flex Modification Program is paid to new residential for XXXX via XXXX billpay.
XXXX XXXX XXXX I call and spoke to XXXX? I told her that the XXXX they just received on XXXX XXXX was a huge mistake I made. She confirms I am in a new loan modification plan and my foreclosure is suspended. She informs me that I had incurred 3 attorney charges this last month totaling XXXX. They would keep that amount and they would send me a refund check for the rest. Which was XXXX. While I was steaming mad that I had to incur more charges I shouldnt have to, I relented and said fine.
XXXX XXXX I look in my mail and see a letter from Circuit Court in XXXX XXXX giving me a Uniform Order of Referral to Foreclosure Mediation. This is driving me crazy! Now I have to hire an attorney again XXXX XXXX XXXX I call Loancare Loss mitigation, and get XXXX I politely ask for Team Leader XXXX. She tries unsuccessfully. I tell her briefly my 2 challenges. I havent received my refund I was promised and why is the foreclosure still proceeding? She connects me to XXXX He answers my 2 concerns by saying they are not giving me my refund that was previously promised. They have taken upon themselves to apply it towards my balance. I tell them that this is all the money I had and this will severely hurt me and that is NOT what we discussed on XXXX XXXX or what we agreed to when we started the new Flex modification plan. He then told me that the foreclosure is only suspended in their office. He doesnt have any control over the attorneys. Until all 3 payments are completely made and I officially have a new loan will the foreclosure completely stop. I dont understand why I cant have an extension of time until all 3 payments are made? Isnt that what suspended means?
I can and will produce all proof and documentation supporting everything listed above if requested however, I believe you can easily see on my account the forbearance timeframes, the constant communication, timely trial payments, timely continued monthly payments there after.
In summary, This company has told me one thing, then did another too many times. My wife and my credit have been ruined. Because of the stress and XXXX we are under, we are yelling at each other for the first time in our happy marriage. She has had 3 bouts of XXXX XXXX within the last 3 months and my XXXX XXXX is remarkably high. We cant get a decent car loan now, or refinance our mortgage! House hunters are calling me and my wife on our cell phones constantly. They are even calling me at my work telling my employees that my home is in foreclosure! Im getting tons of letters from attorneys and house hunters. There are even people showing up at my house telling my daughter we are getting foreclosed on! I have followed the rules and made ALL my payments, every month after the Covid Forbearance, (which was approved by Loancare). The amount of XXXX is about to XXXX me. The amount of hours I have spent on the phone with this company has been astronomical! I have even contemplated XXXX for the first time in my life.
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| 01/18/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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SUBJECT : Incorrect 2023 Tax Check for {$3000.00} Sent by Loan Care to XXXX County Tax Assessor for Property Located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX County Tax Assessors Office issued an incorrect XXXX tax bill of {$3000.00} in error to Loan Care for the above referenced property. On XXXX XX/XX/XXXX, XXXX XXXX at XXXX County Tax Assessor Office ( phone number XXXX ) acknowledged the mistakeXXXX County Tax Assessor Office had madeand issued twocorrected {$0.00} tax owed bills to Loan Care on XXXX XX/XX/XXXX.
Enclosed are XXXX County XXXX Account Number XXXX Property Tax for parcel XXXX ( XXXX XXXX ) and for Parcel XXXX ( XXXX XXXX ) .Both documents show {$0.00} tax liabilityfor XXXX, XXXX and XXXXowed for both parcels that comprise my property.These correctedXXXX County TaxBillsfor my property were uploaded to the Loan Care website on XXXX XX/XX/XXXX by myself.
Iam a 100 % XXXXXXXX veteran ( since XXXX ) with a tax exempt status ( H3 ) at XXXX County in Alabama and I pay XXXX in taxeson both parcels on my propertysinceI bought it inXXXX. I do not have to reapply for this tax exempt status every year at XXXX County. The H3 tax exemption status is for as long as I own this property or until I revoke it as perState of Alabama Department of Revenue Section 40-9-21.1 Homestead Exemption Act of 2013 ( XXXX XXXX ) .I uploaded myORIGINALXXXX County Tax Assessor Office tax exemption documents to Loan Care website on XXXX XX/XX/XXXX and was given Loan Care ticket XXXX.Loan Care has had the tax exemption documents since XXXX XX/XX/XXXX.
On XXXX XX/XX/XXXX, the Warranty Deed for the property hadbeen place into XXXX XXXX XXXX XXXX Countyof which I am the XXXX ( XXXX XXXX ) .A copy of the new Warranty Deed in XXXX XXXX XXXX as well as relevant Declaration of the XXXX XXXX ( XXXX XXXX ) and Certification of XXXX XXXXXXXX XXXX ( XXXX XXXX ) were also uploaded to the Loan Care website XXXX XXXX.
The following are documented phone conversations and activities that I have conducted and recorded on written phone logs about this XXXX propertytax issueI have discussed with Loan Care since XX/XX/XXXX : XXXX : After I got a credit alert from XXXXthat my loan balance had incorrectly increased from {$160000.00} to {$160000.00} ( XXXX XXXX ), I called Loan Careon XXXX XXXX XXXX find out what was going onbecause I am never late on my mortgage and my insurance remained the same from the year before.
Loan Care stated they have included the incorrect tax amount of {$3000.00} into the loan balance. I advised Loan Care that I uploaded the corrected XXXX County Tax documents showing {$0.00} tax for the two parcels on my property back on XXXX XX/XX/XXXX and Loan Care should never have paid any tax on my property as I am XXXX XXXX XXXX XXXXXXXX as rated by the Veterans Administration and Social Securitysince XXXX. Iadvised Loan Care that Ihave had the H3 designation on my XXXX County Tax Assessors account since XXXX and a copy of the document was uploaded on XXXX XX/XX/XXXX on the Loan Care website ( XXXX ).
I advised Loan Care to remove the tax from my property immediately and I was told a case would be opened and it would be resolved.
XXXX XXXX : Loan Caresends an email stating that the IRS 1098 Tax statements for XXXX are available on the Loan Care Website. This is when I learn that Loan Care sent an incorrect tax payment of {$3000.00} to XXXX County Renenue Commission as it shows in the IRS 1098 form for XXXX. I also learn for the first time that on XXXX XX/XX/XXXX, Loan Care conducted anew Escrow calculation for the property, ( I was never notified of this by mail or email ) which included the incorrect tax amount of XXXX ( XXXX XXXX ) .This incorrectly causes my mortgage payment to increase from the correct amount of {$1000.00} ( XXXX ) to a significantlyhigher incorrect amount of {$1600.00} with the first payment due on XXXX XX/XX/XXXX.
I spoke with Loan Care on XXXX XX/XX/XXXX at XXXXXXXX XXXX on phone number XXXX and was advised that Loan Care sent check number XXXX for {$3000.00} to XXXX County Tax Assessors Office on XXXX XX/XX/XXXX in error.
I advised the following to Loan Care on the phone : Both parcels on my property have been XXXX XXXX tax exempt since XXXX and that the documents were uploaded to the Loan Care website since XXXX XX/XX/XXXX. I uploaded the corrected XXXX County tax bills showing {$0.00} owed on XXXX XX/XX/XXXX and that Loan Care should never have sent a {$3000.00} or ANY amount at all since I am 100 % tax exempt on both parcels on my property.
I advised Loan Care that will not be paying any additional mortgage amount for escrow of XXXX County taxes I do not owe going forward either. My monthly payment to Loan Care is {$1000.00} ( Principle {$320.00} + Interest {$480.00} + Escrow of Home Insurance and PMI {$200.00} ) and that is all that will be sent for at least the next year unless my property insurance increase or decrease when it renews next year. Loan Careis alreadyreportingan incorrect loan balance toall three credit reporting agencies in violation of FCRA. If Loan Care reports any late paymentor incorrect mortgage payment amountsin excess of thecorrectmonthly payment of {$1000.00}, I will take legal action and I will be paid damages as allowed under the law under FCRAand RESPA.I advised them they can consider this statement aformal notice of awarenessto Loan Careand any negative impact to my credit will be considered willful and deliberate.
XXXX XX/XX/XXXX : I spoke to XXXX XXXX at XXXX County Tax Assessor Office on XXXX XX/XX/XXXX at XXXX am ( phone number XXXX ) who stated that XXXX County refused the {$3000.00} payment from Loan Care and sent it back to Loan Care because the account is XXXX $ in tax due since XXXX XX/XX/XXXX.
XXXX XX/XX/XXXX : I spoke with XXXX ( ID Number XXXX ) at Loan Care at XXXX on XXXX XX/XX/XXXX on phone number XXXX and advised her that the {$3000.00} they incorrectly sent to XXXX County on XXXX XX/XX/XXXX was returned back to Loan Care as stated by XXXX XXXX XXXX XXXX County Tax Assessor. XXXX states that Loan Care does not have the money back so I gave her XXXX XXXX phone number at XXXX County Tax office XXXX to discuss the {$3000.00} that XXXX County refused payment on my account because I owe no tax on my property. XXXX started an escalation case on my loan. I advised XXXX at Loan Care to get in direct contact with XXXX County Tax Assessor Office as the matter is between them now and I have done my part. This is not my problem.
XXXX XXXX : A NOTICE OF DEMAND LETTER FOR FCRA VIOLATION letter ( XXXX ) was sent to both Loan Care at their XXXX XXXX, VA address ( XXXX ) as well as their process server XXXX XXXX in XXXX XXXX, Virginia address ( XXXX XXXX ).
XXXX XX/XX/XXXX : I spoke with XXXX XXXX who handles all mortgage tax payment at XXXX County Revenue Commission XXXX at XXXXXXXX XXXX. She also confirmed that a check sent for payment on an account at XXXX County such as mine are not processed, NEVER CASHED, rejected andsent back to the originator which she stated would be " XXXX XXXX in XXXX, Texas or back to Loan Care in XXXX, XXXX XXXX County does not keep a record ofrejected taxcheckssent backto mortgage companies. She stated XXXX County never cashed any check for my account.She confirmed that no tax payments have been applied to either parcel on my property since I purchased my property in XXXX to include XXXX.
XXXX XX/XX/XXXX : I spoke with XXXX inLoan Care EscalationsDepartmentat XXXXand asked to speak to my case managerat Loan Care for my tax problem. I was told that I could not be transferredto the Case Managerbut I could get a call back and that is Loan Cares Policy. I asked for the case managers nameand asked for a call back ASAP.ThenI was told that I could not speak to the Case Manager because it is now in the legal department and that I would get a letter in the mail. I asked to speak to someone in legalat Loan Careand was told I could not. XXXX started to get rude with me and then hung upon me.
Prior to XXXX hanging up on XXXX also advisedherthat on XXXX and XXXX XX/XX/XXXX I tried to upload documentsLoan Care asked for on XXXX XXXX XXXX the Loan Care website but never got a confirmation or a ticket number.I called Loan Care on XXXX XX/XX/XXXX and spoke with XXXX ( ID Number XXXX ) I advised that the difficulty in uploading documents on the Loan Care and asked for email address to submit documents XXXX told methere is no email address. XXXX advised me that there is an email to send documents and it XXXX.
I called back at XXXX XXXX and spoke to a supervisor at the Escalations Departmentat Loan Carenamed XXXX ( Employee ID XXXX ). I advised him that I am unable to upload documents to the Loan Care Website and get tracking tickets for uploaded documents have been received by Loan Care. He advise that I send my document XXXX. I asked him to have Loan Care tofix the document upload problem on the Loan Care website. I asked for ticket numbers for documents I submitted on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.I was told there are no ticket numbers.
I also advisedLoan Carethat since a new incorrect escrow on my property was issued on XXXX XX/XX/XXXX including theincorrect tax amount of {$3000.00}, there are potential violations of theReal Estate Settlement Procedures Act ( RESPA ).
XXXX XX/XX/XXXX : I received an emailXXXX XXXX XXXX County Revenue Commission from email XXXX follows : I can not locate where your mortgage company sent payment to us. They will need to contact us directly with more information concerning the payment. I have attached a letter for you to forward to them concerning your exemption ( XXXX XXXXXXXX ) .They should have documentation from us or be able to find out if they have received a refund or if their check was depositedor cashed by anyone.
XXXX XX/XX/XXXX : At XXXX I called the escrow/tax department at Loan Care and spoke with XXXX. I asked for a copy of the canceled check Loan Care sent to XXXX County. XXXX advised that Loan Cares third part payment processor XXXX XXXX sent {$3000.00} in a bulk check to XXXX County on check number XXXX on XXXX XX/XX/XXXX. I advised XXXX that back on XXXX XX/XX/XXXX when I called Loan Care I was told the check number was XXXX and my check was sent individually and not in bulk. XXXX then stated the check number is actually XXXX and it was sent in bulk with other properties to XXXX County Revenue Commission in an amount he would not disclose. He did say my two parcels were in a spreadsheet sent in the mail with check XXXX showing two amounts of {$300.00} and {$2700.00}. I asked him to provide a copy of the the canceled check XXXX so I can take it to XXXX County and track if form there. XXXX refused to provide the canceled check XXXX that was sent by their third party processor XXXX XXXX on XXXX XX/XX/XXXX for the incorrect tax of {$3000.00} on my property that they sent to XXXX County Revenue Commission. I advised if Loan Care can not provide a copy of the canceled check XXXX then it was never cashed. XXXX started to argue with me and I advised that without proof of the cashed check that XXXX XXXX allegedly sent to XXXX County, then it is the same as the check never being sent and it is upon Loan Care to find where the money went because it sure was not applied to my XXXX County property tax account nor has it been refunded back to me.
XXXX XX/XX/XXXX : At XXXX XXXX I called XXXX County Revenue Commissionand spoke with XXXX XXXX XXXX that Loan Care isnowsaying that two amounts were disbursed in the bulk check of unspecified amount that Loan Care sent from their third party processor XXXX XXXX two amounts {$300.00} and {$2600.00} ( {$3000.00} total ) on XXXX XXXX XXXX thenlocated the payment on check number XXXX from XXXX XXXX and then advised that XXXX County sent a bulk check back to XXXX XXXX on XXXX XX/XX/XXXX on check number XXXX fromtheir account XXXXXXXX XXXX in XXXX, Alabama in the amount of {$130000.00} along with a spread sheet showing my two parcels XXXX XXXX XXXX in the amount of {$2700.00} and XXXX XXXX XXXX in the amount of {$300.00} ( XXXX XXXXXXXX ). XXXX XXXX stated that the XXXX County Revenue Commission Check number XXXXwas indeed cashed andcleared XXXX XXXX on XXXX XX/XX/XXXX.
XXXX XX/XX/XXXX : at XXXXXXXX XXXX I called Loan Care and spoke with XXXX ( XXXX XXXX ). I advised XXXX that I do not owe tax on my property for XXXX and that the {$3000.00} Loan Care sent using its third party payment processor XXXX XXXX was sent back to XXXX XXXX XXXX XXXX XXXX in XXXX, Texas XXXX in bulk check XXXX in the amount of {$130000.00} from XXXX County Commission on XXXX XX/XX/XXXX and XXXX XXXX cashed the check on XXXX XX/XX/XXXX. XXXX XXXX has had the returned money for the incorrect tax amount charged to my loan now for 41 days and counting. If Loan Care would like to know who cashed the check ( if not XXXX XXXX ), they need to contact XXXX XXXX at XXXX County by calling XXXX.I advised XXXX, once again to call XXXX XXXX XXXX County Revenue Commissionat XXXX if they have any further questions or need documents. I also advised XXXX to raise this issue to her next level of appropriate management to remove the incorrect {$3000.00} in taxes on my loan at Loan Care ASAP. XXXX said that was not her job to do so.
SUMMARY : Loan CareHasViolated FRCA : Loan Careincorrectly increased my loan balance all three credit reporting agencies on XXXX XX/XX/XXXX by including the incorrect tax amount of {$3000.00} Loan Care sent to XXXX CountyRevenue Commission on XXXX XX/XX/XXXX into my loan balance. To this very day, I have documented thatLoan Care continues to report a higher incorrect loanbalanceamount to all three credit reporting agencies even afterI conducted the following documented activities : 1 ) XXXX XX/XX/XXXX : I uploaded the corrected XXXX County {$0.00} property tax bills to the Loan Care website.
2 ) XXXX XX/XX/XXXX and XXXX XX/XX/XXXX : The higher incorrect loan balanceamount wasdisputed on XXXX XX/XX/XXXX and XXXX XXXX XXXX the credit reporting agencies and Loan Carecoming backreporting the higher incorrect balancewithout correcting it.
3 ) XXXX XX/XX/XXXX : I called Loan Careto inform them that I uploaded the corrected XXXX County property tax billsand I do not owe taxes and told them to resolve the issue ASAP.
Loan Care did nothing to correct the problem they created by sending the incorrect property tax of {$3000.00} to XXXX County that I never owed, Loan CareHasViolated RESPA : 1 ) XXXX XX/XX/XXXX : Loan Care produced and posted to my account on the Loan Care website an incorrect and much higher Escrow amount of {$1600.00} by including the {$3000.00} taxes I do not owe and have not owed since I uploaded my XXXX County property tax exemption documents to the Loan Care website on XXXX XX/XX/XXXX.
After I have spent 58 hours, 26 phone calls and over 20 emails from XX/XX/XXXX to XX/XX/XXXX ( 3 months ), Loan Care has STILL not removed the incorrect {$3000.00} they sent in significant error to XXXX County Revenue Commission from my escrow account despite the fact XXXX County Revenue Commission sent check XXXX back to XXXX XXXX on XXXX XX/XX/XXXX which was cashed by XXXX XXXX on XX/XX/XXXX, XXXX days ago.
Loan Care has done absolutely NOTHING to fix this issue for 3 months and counting. I have had to do all the work when it should have been Loan Care contacting XXXX County Revenue Commission to resolve this as I have asked all along.As a result, Loan Care inviolation of RESPAfor producing an incorrect Escrow on XXXX XXXX XXXXandreported my loan balance incorrectlysince XXXX XXXX XXXX the three credit reporting agencies in violation of FCRA.
I have all my documentsand recordsin order.
Loan Carehas been noticed toaccomplish the following by XXXX XX/XX/XXXX in writing sent with XXXX tracking : 1 ) Remove theincorrect {$3000.00} tax on my propertyfor XXXX tax year.
2 ) Aformal letter from Loan Care issued to me resolving the matter back to {$0.00} tax statusfor XXXX.
3 ) Another escrow be done on my property removing the incorrect XXXX on my property and a new monthly mortgage statement be issuedin the correct amount of {$1000.00}. The new escrow must be sent to me at my address and posted on the Loan Care website.
4 ) Update all three credit reporting agencies the correct loan balance by removing the incorrect {$3000.00} property tax added to the loan balance.
5 ) Due to the extreme difficulty of trying to get a simple issue resolved and spending58 hours, 26 phone calls and over 20 emails from XX/XX/XXXX to XX/XX/XXXX ( all documented in detail ) trying to resolve an issue that is Loan Caresfault andresponsibility. A check for {$2500.00} plus applicable state and local taxes must be sent to me at my property address.This covers the FCRA and RESPA violations as well as my time and money spent trying to resolve the issue for over three months.
Should thefiveitemsnot be completed by XXXX XX/XX/XXXX, I will move forward with FCRA and RESPAlitigation and Loan Care will be responsible for attorney fees, my costs ( time and expenses ) as well as damages as allowed by law.
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| 09/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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-- We were in a forbearance which was to end in XX/XX/XXXX.
We submitted an application to XXXX XXXX in XX/XX/XXXX for assistance with a lump sum payment once forbearance ended.
On XX/XX/XXXX, we learned Loancare was to become our new loan service provider XXXX decided to request a new packet to be completed by Loancare to satisfy the requirement for the documentation by the federal government so they could disburse the funds.
At the beginning of XXXX, XXXX began to reach out to Loancare to request that they complete the packet for the loan service portion. This was required for the XXXX RELIEF PROGRAMS that all payees must have completed a form W-9 before releasing funds.
In the middle of XXXX, I received a phone call from XXXX to let me know they were facing difficulty making contact with anyone so they could complete the packet for the servicer.
XXXX called to discuss mortgage transfer, forbearance, and options. I informed her that I had previously been approved for a lump sum funding payment plan through XXXX, and XXXX XXXXXXXX XXXX had already approved this. This packet needed to get completed right away so that we wouldn't lose funding since they could only pay back payments for up to six months. We would have only been delinquent at that time for 5 months.
I made a phone call to XXXX and to Loancare regarding a certified letter from Loancare threatening to place the house in foreclosure and report to credit bureaus. Also, they stated they did not receive any paperwork from XXXX XXXX XXXX regarding repayment plan or existing forbearance or the fact that we had just completed our Modification in XXXX XXXX then completed the deferral application prior to the husband 's job loss then the forbearance application that began in XXXX. Loancare was unaware of the facts of our mortgage and it was lost during the transfer. Wouldn't this have an affect on the amounts that Loancare would be using to come up with their figures pertaining to our account???
On XX/XX/XXXX I sent the packet via email to XXXX through the Loss and Mitigation Department. She was to send it back to me, and I would forward the packet to XXXX and I explained that XXXX said that the process for the payment disbursement would still take a couple of weeks to receive the funds for our past due mortgage. I also asked if we needed to extend the forbearance so we would be protected while the payment was processing. She didn't mention anything about the certified letter being anything that I needed to be concerned about. Almost acting like it was a formality for everyone in forbearance. I had also spoke with the VA and told her they suggested to get a Partial Claim to cover any amounts that XXXX might not be able to. So XXXX in Loss Mitigation at Loancare finalized our payback plan.
XXXX called me beginning of February to let me know that she went ahead and emailed packet over to XXXX but the W-9 form was not completed due to having to request the document from another department.
XXXX requested our latest mortgage statement and I sent over the XXXX XXXX statement in the amount of {$19000.00} for total arrears that were due. I also noticed a fee that was charged for {$25.00} for Inspection fee Assessed which I had no clue what this was for.
-- I was starting to get a little concerned that nothing had been done about the W-9 . I began making calls and sending emails Highlighted in YELLOW MARKED URGENT for the months of XXXX XXXX XXXX and stressing the fact of losing funding, every couple of days regarding the W-9. At this point we were waiting for the requested W-9 for almost 4 months and FINALLY RECEIVED IT on XX/XX/XXXX. XXXX*ISN '' T THIS PART OF RESPA and a violation thereof? I also received a notice stating that the validation period had passed in XXXX and I would hope that isn't just for us but for all involved, yet they couldn't provide a half page document timely.
-- I received an email that the Notice of Approval will be sent to Loancare with payment schedule details per XXXX XXXX XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX Notice of Approval and SCHEDULE OF FUNDING for {$19000.00} plus XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX in the amounts of {$2100.00} would be sent for future payments and we would start picking up the payments in XXXX.
XX/XX/XXXX A Letter was sent to Loancare confirming the disbursement of funding.
I called and also sent an email to notify and update XXXX.
XXXX received the copies of the checks and dates that they were deposited and cashed by Loancare. 1st check in the amount of {$13000.00} also the first future payment separate check for XXXX Mortgage payment for {$2100.00} XX/XX/XXXX forwarded via email the copy of checks both dated XX/XX/XXXX -- XX/XX/XXXX We received a letter of Notice of Right to Cure Default. I sent an email explaining that I was astonished at the lack of attention that was paid to our mortgage and expressed my anger and frustration and asked for them to correct their error. I never received a reply.
XX/XX/XXXX I completed and submitted a VA Partial Claim request and sent the requested documents.
XX/XX/XXXX I received an email stating that I had an incomplete application and notified me of the needed documents. If they do not receive a complete packet by XX/XX/XXXX they will not review it past that date.
XX/XX/XXXX. I sent an email that contained EVERY REQUESTED DOCUMENT ON the notification for the " incomplete application ''. EVERY SINGLE DOCUMENT WAS ATTACHED AND SENT. XXXX CONFIRMED RECEIPT.
XX/XX/XXXX I received an email stating that 5 ITEMS were not sent and the application was considered incomplete. I immediately sent another email requesting an immediate phone call and to find out why they were asking me for documents I had sent two weeks ago.
I made a phone call and XXXX said the loan was going to foreclosure and that she never sent any of my applications to Underwriting and could not give me a reason why any of this was happening. ALSO she transferred me to XXXX who was the Team leader for the customer. He PROMISED ME HE WOULD INVESTIGATE AND CALL ME BACK IN 2-3 days. HE NEVER DID. I CALLED HIM AGAIN and he hadn't even looked into this almost 2 weeks later and he said he could not see that we were in a modification current from XXXX XXXX XXXX. I told him all it was to happen was a reinstatement after our lump sum payment. He said he could not locate that there was a payment at all made anywhere on the loan from anyone.
XX/XX/XXXX. I sent a Notice of Error Date : XX/XX/XXXX To : LoanCare XXXX XXXX XXXX Virginia XXXX, Virginia XXXX From : XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Re : Error Resolution Notice under XXXX C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request the correction of the error described below regarding the mortgage on my property at XXXX XXXX, XXXX, XXXX XXXX At the beginning of XX/XX/XXXX. Our loan was transferred from XXXX XXXXXXXX XXXX to Loancare to become our new mortgage servicing company. Before XXXX XXXX XXXX was purchased by Loancare, my husband and I were working with a nonprofit organization, XXXX. In XXXX of XXXX, we began planning for the missed payments that would become due once the forbearance expired. My husband was returning to work from two involuntary layoffs due to XXXX. It would have been hard to come up with the money without assistance. I began working on our application with XXXX. The non-profit had proposed that they could pay up to six months in past due mortgage payments and up to three months of future payments once we were approved. They also stressed that our application needed to be processed quickly because their policy would only allow paying back six months, and anything more would not be covered. We were in a good position because we only needed to pay four past due payments as of XX/XX/XXXX. I was working with XXXX XXXX XXXX to obtain the required documents that I would need to process the approved application so XXXX could release the funds.
Per the federal guidelines, for the funds to be released under the assistance for XXXX RELIEF, a Form W-9 would be required to show the company that receives the funds was in good standing. I requested the form in XXXX received the W-9 from XXXX XXXX , and submitted it to XXXX shortly after. I was NOT INFORMED during my continuous communications that our mortgagee was going to be transferred back to Loancare, our prior servicer, on XX/XX/XXXX. Due to the holidays, XXXX could not get the application processed before the buyout and transfer of our mortgage. On XX/XX/XXXX, XXXX made their first request for all forms, including the W-9 , which needed to be filled out with the new servicer Loancare to approve the application.
XXXX had already finalized the payment amount in line with our arrearages and were prepared to release the funds via paper check as soon as the new documents were attached to our file. By the end of XXXX, XXXX contacted me and asked if I would get in touch with Loancare and request the records because they had failed several attempts. I sent my first email to XXXX in Loss and Mitigation on XX/XX/XXXX. XXXX provided all the papers but told me she had to put in a request for the W-9 due to it being in a different department. I began making daily phone calls and leaving specific proposals and recommendations, ensuring all were being recorded. Hold times were exceeding 1-2 hours each time I called. My frustration was at its peak. I also began sending emails around 7-10 estimating and finally received a W-9, two of them. They were the two W-9s that were filled out by my husband and me during the signing of the original mortgage and werent what we needed. So, I called again, and I was so angry, and now we are nearing the end of XXXX After my phone calls and emails and three days later, I received the W-9 and rushed it to XXXX. Because Loancare had taken over four months to get the W-9 to XXXX, we lost four months of funding to pay all the arrearages.
Per the letter we received from Loancare dated XX/XX/XXXX NOTICE Loancare stated that the amount was {$17000.00}. XXXX released a check for {$13000.00}. The difference of {$4000.00}, which is two months of mortgage payments that due to the delay of getting the W-9 to XXXX in the time that was allowed, we lost {$4000.00} in funding. This is unacceptable. I sent over fifteen PROPERLY REQUESTED emails and phone calls to receive a one-page document that was URGENTLY needed and stated on EVERYaREQUEST SENT! It took Loancare four months to fulfill the request. At the beginning ofaXXXX, I received a NOTICE OF DEFAULT claiming that we now owe XXXX, the difference of {$7400.00}, from the Notice of right to cure the default and sixty days after the {$13000.00} payment had been cashed and applied to the balance. There is a problem with the numbers! Three checks were being sent from XXXX for the mortgage payments from XXXX, XXXX, and XXXX. Then we were to pick up and resume future payments beginning in XXXX.
The XXXX and XXXX payments were both cashed and should be applied to our mortgage. Still, I reaeived a phone call from XXXX on XX/XX/XXXX, stating that Loancare had sent our XXXX payment of {$2100.00} back to XXXX and said the loan was in default and they could not accept this payment because the balance had to be paid in full. ARE YOU KIDDING ME? Do you have any idea how angry this makes us? I immediately called and spoke to XXXX in Loss and XXXX, and she directed me to XXXX, the Team Leader of Resolutions. I was supposed to hear back from XXXX by XX/XX/XXXX, and I did not hear back from Loancare. I am requesting that this be investigated thoroughly. This is the NOTICE OF ERRORS formerly being sent.
Payment Errors : Your company rejected XXXX ' entire payment for XX/XX/XXXX for {$2100.00}. This was the final payment from XXXX, and we were to resume payments in XX/XX/XXXX.
Your company did not appropriately credit the payments XXXX made on XX/XX/XXXX, in the amount of {$13000.00}, XXXX payment of {$2100.00}, and XXXX Payment of {$2100.00}. Funding was lost for any chance to receive the funds that were sent back to XXXX from Loancare. XXXX have closed our region for all future applications, which puts our loss of funding on an approved application over {$9500.00} due to the lack of diligence from Loancare and the mishandling of our mortgage.
These funds from XXXX should have had our arrearages paid, and we were to be caught up with nothing past due on XX/XX/XXXX ; your company failed to perform the request of the W-9 in time for us not to lose funds that were stated on each request and also failed to apply correctly and credit the payments XXXX made in XXXX XXXX and XXXX as of XX/XX/XXXX.
I believe I am entitled to a refund of excess funds in my escrow account, and I have not received them because of misappropriated funds.
Fee Errors : Your company incorrectly imposed fees on our account and was not allowed due to the Cares ACT and the global pandemic.
Payoff Errors : Your company failed to provide the accurate mortgage payoff balance I requested in XX/XX/XXXX.
I do not have much hope that this will be corrected properly without having an attorney involved representing us. I have stated in numerous conversations that we WILL NOT be subjected to entering another modification that will cause our mortgage rate to increase at any level. We were also eligible for the VA partial claim, which is what the VA Mortgage Representative stated in a group conversation that included Loancare, that should be done in the handling of the forbearance. Still, these amounts should not include any funds we lost due to the errors of Loancare. We shouldnt have to pay for the errors of our mortgage company. The hours I spent trying to get all of this worked out were useless after the mishandling by Loancare. I will be copying this to CFPB and with a lawyer during our consultation. If you need to contact me, I can be reached at ( XXXX ) XXXX or by email at XXXX.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX As of today, they have sent the notice of default. They HAVE NOT WORKED WITH ME TO SAVE MY HOME. In fact they are obviously working against me. They answered my XXXX but either the answers were part factual but missing main and vital information or just completely wrong information. I can not believe that XXXX isnt trying to stop this from happening. She knows that I have worked everyday to get the funding to keep us from losing our home. I can not understand how they sent a payment that I am holding in my possession for the XXXX Payment and the XXXX check that Loancare cashed isnt even posted on our loan. Every time they sent me a new letter it had a totally different amount that we owed that does not add up from the previous letters. They did not correct the errors and I know they violated THE RESPA> Please help me and stop this company from taking my home. I did everything that was required to have this home out of arrears and I don't understand the mess that has been made of this. How can this happen?
We are currently being reviewed for the XXXX XXXX XXXX XXXX to help us now that they have stopped allowing us to pay any money towards our loan. We are waiting for the program to contact Loancare, but I will not be apart of the communications between the program and Loancare and I am scared that they will deny the funds from the program. I can not trust Loancare to do the right thing and I am afraid they are trying to intentionally steel our home from us. They have done NOTHING to show good faith efforts. They have done the opposite. Please HELP!
I also have an email from the Data Manager at XXXX that was asking me to get the W-9 and he said he had another client that he had been trying to get the W-9 from Loancare from them for over 3 months and they were not going to be able to give that homeowner assistance because of the same issue. I want to know how many others are facing exactly what we are because of this transfer between servicers. Why would they do this in the middle of a pandemic? Knowing they could mess up loans and people could be victims of this? We can not let this happen in America. This is crooked and must be straightened out!!!
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| 10/19/2021 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX my husband and I purchased a new home financed by XXXX XXXX and serviced by LoanCare. XXXX, XXXX my husband was furloughed indefinitely due to a work strike. We immediately applied for the Illinois Hardest Hit program. LoanCare recommended we enter a short-term forbearance during the Hardest Hit program revue as it could take as much as 90 days for approval and disbursement of funds. Per the customer care individual, being placed on a short-term forbearance would avoid any collection activity and our account would remain current. I immediately submitted the required application and documents, per the instructions provided. XXXX XX/XX/XXXX, LoanCare continuously requested documents that were not initially required, it was nearly impossible to get anyone on the phone, and absolutely no one would respond to emails... the contact email their website provides if you have questions. During this time we began receiving late notices and threats of foreclosure. We continued to receive documentation on how to apply for a forbearance or loan modification. That's odd since we had already submitted the application. When I finally got a customer service agent on the phone and inquired as to why we were receiving these communications while they were already processing our forbearance, the customer rep literally stated, " we continue sending those just in case. '' What does that even mean?
Understanding now that whomever I was speaking to was maybe an operator going way off script, I asked to speak with a manager. She continued to stonewall me until I started quoting my rights as a consumer. She then put me on hold for nearly a half-hour... transferring me to a supervisor. The individual that picked up the phone clearly was not a supervisor but was posing as one. The next day, I attempted to log into my LoanCare account to check the status of my Forbearance to find out I had been completely locked out! None of my credentials worked and I continued to receive an error message stating my account was unavailable due to past due status. Please call LoanCare to discuss your account!!!! WHAT????
After countless emails with no reply, not having access to my LoanCare account to check the status of my Forbearance application, and receiving a credit bureau notification that my LoanCare account was recently reported late ... I logged into my XXXX account to find out Loan Care had reported my account late for XXXX and XX/XX/XXXX! I immediately filed an online dispute.
No longer interested in the runaround, I began using XXXX to find a better person to connect with directly. Yep, random emails and Inmails to senior leadership until someone responded. On XX/XX/XXXX, after finally connecting with someone with authority to review and remedy my issue, I was informed he just needed to start over and would handle himself going forward. While waiting on the results of that and the processing of my Hardest Hit application, they continued to report my account late for XXXX. On XX/XX/XXXX, I was informed by the Illinois Hardest Hit program that we were approved and that this notification was also forwarded to LoanCare. I immediately reached out to my contact at LoanCare who said he didn't see it in the system but it could take a couple of weeks. He further stated they would update my account and credit as current once the system updated. While my status did become current in XX/XX/XXXX, they never corrected the late marks from XXXX through XX/XX/XXXX. As well, my emails and phone calls were never answered again by my contact.
Now here 's where it gets completely outrageous!!! Yes, it gets worse. Yes, from XX/XX/XXXX through XX/XX/XXXX, the Hardest Hit payments were being received and posted in a timely manner and reporting every month like clockwork. However, In XXXX, I notified them I was unprepared to resume payments as I had lost my job. They asked if I could make a good-faith payment and apply for a loan modification. I informed them that I was not working so how could I agree to a modification and trial pay period. LoanCare suggested I submit a new forbearance. Absolutely! They sent the paperwork and I submitted it immediately... then nothing! Now we are back to ground XXXX again. I was locked out of my account again and emails requesting confirmation that the app and documents were received ... ghost. Finally, on XX/XX/XXXX, I received the following email : " I am no longer in Loss Mit since XX/XX/XXXX. I have forward all your emails to loss mit that were sent to me. Going forward please email XXXX Thanks for your time! XXXX XXXX, Loan Counselor II, COLLECTIONS Department, LoanCare , LLC, Service That Exceeds Expectations, O : XXXX, XXXX : XXXX | XXXX : XXXX, A : XXXX XXXX XXXX, XXXX XXXX, VA XXXX | NMLS # XXXX. '' WOW!
After this, I immediately to took to XXXX again and found XXXX XXXX, Loss Mitigation Supervisor. On XX/XX/XXXX, I received the following email : " XXXX XXXX, I had failed to respond to you yesterday on this request. All the docs that you provided have been uploaded into our system and a new request is opened for an Unemployment FB. I have reached out to my peer in the processing area and requested that it be expedited. '' Meanwhile, at this point, my credit report is showing late XX/XX/XXXX through XX/XX/XXXX!
On XX/XX/XXXX, I receive another email from XXXX XXXX : " PLEASE DO NOT FORWARD REQUESTED DOCUMENTS TO THIS EMAIL.
Re : Loan # : XXXX Good afternoon, We are in receipt of your recent Loss Mitigation request. However, it appears we are in need of the following additional items to complete your file : - 60 Days Bank Statements *All Accounts/Pages* *Must Show Name/Address, Bank Info & Income Deposits* Please be sure to include your loan number on your documents & in your correspondence. Please send the requested items by XX/XX/XXXX.
**PLEASE DO NOT FORWARD REQUESTED DOCUMENTS TO THIS EMAIL. ** PLEASE BE ADVISED THAT ALL DOCUMENTS ARE TIME SENSITIVE AND CAN EXPIRE. PLEASE SEND DOCUMENTS AS SOON AS POSSIBLE. I will have a member of our team reach out to you to verbally ensure you have the appropriate contact information. We require verbal contact with each customer. '' This is real life, I can not make this up! The next time I heard from LoanCare was XX/XX/XXXX asking for the very same documents I had forwarded directly to XXXX XXXX the day before... to her direct email as " a member of their team '' never reached out to me! Again, this is real life, I can not make this up! Oh yeah, at this point my account was reporting late for XX/XX/XXXX. This back and forth continued through XX/XX/XXXX and my account continued to report negatively to the credit bureaus. On XX/XX/XXXX, I was informed I needed to make a good-faith payment of {$1200.00} and that would make my account current ... which I did the same day and received a confirmation from their electronic processing tool. I was then allowed to access my account online again. When I requested the late marks on my credit report be removed I was told I had late fees that had to be cleared up ... another {$200.00} which I pay on XX/XX/XXXX.
In XXXX, I received another alert from the credit bureaus stating I had a recent late payment reported from LoanCare. Yep, if you guessed it was for XX/XX/XXXX, you win the grand prize! I was told by LoanCare, that it was due to the {$200.00} that I did not pay until XX/XX/XXXX... sigh.
XX/XX/XXXX, I found a new job ... yay! After my first check, I immediately contacted LoanCare and requested a Loan Modification. Here we go again! The packet was not sent to me until XX/XX/XXXX! Again, I can not make this stuff up ... this is real life. Oh yeah, at this point, I have a negative report for XX/XX/XXXX as well. I have to laugh to keep from crying. As you've probably guessed ... this goes on until finally, I receive approval in XX/XX/XXXX with the first trial payment due XX/XX/XXXX of which I paid. This, unfortunately, coincided with downtime for my husband due to a lack of work during the holiday season. Being proactive, on XX/XX/XXXX, I went back to LoanCare and let them know my husband is on hiatus until XXXX and we need to reconfigure the loan modification. After all, their website says to notify them immediately if something changes, for this very reason. Guess what, I received an EMAIL on XX/XX/XXXX ( I thought they said they required a conversation ... IJS ) from a XXXX XXXX : " Good morning, Re loan number XXXX Weve received your file for loss mitigation options and upon review it appears that we still need a few additional pieces of information before the file is complete. The following items are needed : XXXX60 DAYS BANK STATEMENT -30 DAYS PAYSTUBS ( XXXX ) MOST RECENT SAME EMPLOYER If you could please supply the above mentioned documents at your earliest convenience it would be greatly appreciated. They can be sent via mail, fax or email. ( Email and fax would be the most efficient ). Our fax number is XXXX, and our mailing address is listed below. If you send them via email, my email address is listed below ( please make sure that emails containing the documents are not only sent to my email address but the following email address as well : XXXX ) Make sure that your loan number is included in the subject line, and that it is also placed on each of the documents that you send in.
Once all items have been received, I will be sending you a confirmation email, and will also provide a brief explanation of what will occur next. I appreciate your prompt attention in this matter. If you have any questions please feel free to send me an email or contact our toll free number at XXXX. Have a great day!
MAILING ADDRESS FOR CORRESPONDENCE : ATTN : LOSS MITIGATION XXXX XXXX XXXX XXXX XXXX VA XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX A XXXX Company Service That Exceeds Expectations O : XXXX ( Toll Free ) | F : E : XXXX | XXXX : XXXX A : | XXXX XXXX XXXX VA XXXX XXXX NMLS # XXXX '' So... Email and fax would be the most efficient ... wow ... who knew? Anywho ... back to this ridiculous experience with LoanCare... oh yeah... now my credit report is reporting late XX/XX/XXXX. LOL!!!
As you've probably guessed, on XX/XX/XXXX, I reached out to XXXX XXXX XXXX to request confirmation that she received the documents I sent more than two weeks prior. What you have probably further ascertained is at this point my credit report shows late for XX/XX/XXXX. XX/XX/XXXX, I received a XXXX alert that my Loan Modification documents had been shipped. They arrived on XX/XX/XXXX ... that's a good thing right... NOT! XXXX, my account was reported negative again! Per the loan modification requirements, I made XXXX and XXXX payments... however, my account reported to the bureaus late for XXXX and no report at all for XX/XX/XXXX. Oh yeah, I got some weird email in XXXX telling me it's not too late to take charge of my account... apply for mortgage assistance today... what? XXXX and XXXX... nothing reported to the credit bureaus. WOW! XX/XX/XXXX, I was finally able to access my account again but after not reporting anything to the credit bureau from XXXX through XX/XX/XXXX, they finally reported something... you guessed it, late payment... why??? Then, XX/XX/XXXX, they posted nothing. Then XX/XX/XXXX through XX/XX/XXXX they posted my account current to the credit bureaus. In XXXX, we asked for the CARES Act forbearance as my husband had not returned to work as originally informed by his employer ... the Furlow had been extended as COVID-19 had experienced an upswing. AGAIN, OUR ACCOUNT HAD BEEN CURRENT XX/XX/XXXX through XX/XX/XXXX. The forbearance was approved in XX/XX/XXXX ; however, LoanCare still reported us to the credit bureaus as late for XXXX XXXX.
Here is where it truly gets interesting. Again we applied for the CARES Act forbearance in XXXX and our account was current. XXXX, it was approved but began reporting the account as late. In XXXX, when my husband finally returned to work, I immediately reached out to LoanCare to cancel the forbearance to resume making regular payments. LoanCare advised me to enter a Loan Modification so I did. Our first payment was due XX/XX/XXXX and it was paid. Then XXXX was paid! Well... I check my credit report to find out LoanCare continued to report us late from XX/XX/XXXX through XX/XX/XXXX. When I opened a new investigation with LoanCare, they immediately reported to the credit bureaus that our forbearance was from XX/XX/XXXX through XX/XX/XXXX. However, the mortgage statement we received stated our first payment was due XX/XX/XXXX, and again, we paid it on time! LoanCare took 13 days to post it to our account.
So they're two things happening here... first, they backdated the forbearance and they held our payment so that it would post late! My loan modification papers state XX/XX/XXXX as the first payment date out of the forbearance and that's what I did! LoanCare only updated the XX/XX/XXXX payment because I called and complained and made it clear I know my rights! What they are obviously refusing to do is accept accountability for the lack of skill and due diligence since we entered into a relationship with them. I have spoken to " customer service '' agents that are just one verb or two shy of being illiterate that were just making policy up for the sake of being argumentative with me.
My relationship with LoanCare has been a nightmare. Clearly, XXXX, which utilizes them to service mortgage loans, has no idea what's really going on. I can tell that via the countless emails I've gotten to streamline my loan. When I reply, they tell me, " oh, we can't do that because of the late history on your loan. They have no idea or don't care, how incompetent LoanCare is. Either way, their incompetencies and lack of accountability are wreaking havoc on our lives. They need to be held accountable.
To resolve the problem, I would appreciate these late payments be removed from both my XXXX and XXXX credit reports. Oh, I forgot to mention, for some reason they are reporting my mortgage as closed on XXXX. Now mind you, this is a joint mortgage with my husband. It is reporting on his XXXX report. I have asked, on several occasions, that LoanCare and XXXX correct this to no avail.
By advisement from all three credit bureaus, I am seeking assistance from CFPB to resolve this. I look forward to your reply and a resolution to my problem. While an XXXX associate has been extremely helpful in helping me craft this message and launching a new investigation, I feel it imperative that you intervene. My mortgage is an FHA loan meaning it is government-insured. LoanCare is unethical and predatorial seeking financial gain via forced late fees, incompetent staff, and what I feel is extortion. As long as they continue this cycle, no other lender will touch our mortgage and they know it. We are stuck and they will not take accountability. They are practicing retaliatory behavior, including reporting our account as 60/90/120 days late after a series of on-time payments immediately proceeding with the false reports. PLEASE HELP!
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| 10/26/2017 |
Yes |
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- Trouble during payment process
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Web |
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It pains me to have to write this letter and I am typing through tears of utter frustration that my interaction with Loan care has been this tumultuous. On XX/XX/XXXX my home had a sewage back up that caused water to spew continuously from the toilet through the walls, the vents and onto my carpet and sofa and throw. Immediately we began the process of locating containers to catch the water, and turning the water off at the source to reduce damage, however the water had been over flowing for at least an hour or so, and water pressure was low throughout the home. Yet as of the date of this email XX/XX/XXXX I have not received reimbursement for out of pocket expenses, nor have I been able to replace my personal items that were damaged. Most importantly, I have not I been able to make my first trial payment in Loss mitigation. As a result of paying out of pocket for repairs. Additionally I was advised that due to the problems presented with the processing of this claim, that claims representative would reach out to Loss mitigation and keep them updated as to not hinder my modification. THAT NEVER HAPPENED EITHER. Below is the lengthy recap of my interaction at loan care, which will be updated to the numerous complaints already on the web about the handling of Loan care insurance claims, ( un ) monitored. The timeline below does not capture all of the inaccuracies but from sheer phone calls only, you can see the urgency I had regarding this claim and its processing.
XX/XX/XXXX sewage back up , county immediately called as we were unable to stop the water, and the water pressure in the home after getting the water flow stable was nonexistent.
XX/XX/XXXX contact ins company XX/XX/XXXX home accessed XX/XX/XXXX check received from XXXX XXXX to myself and loan care.
By this time, drain flies were appearing all over the home, in the bathroom, and along with the smell of the fecal matter in the toilet still, or under the home, gnats and the smell of methane, or sewage was getting stronger.
XX/XX/XXXX contacted a plumber referred by neighbors that had same day service with a free consultation and with the promise of hire, they removed the toilet, to ensure my XXXX boys, did not use the toilet and to see if that reduced the presence of the pest and smell. Was advised to see if it was on county line first prior to incurring cost.
XX/XX/XXXX contacted county about methane smell and possible clog under home , county came, dug up yard, and ran jetta machine, determined clog is under home, this caused the toilet to flood again. Not only did the county dig up my yard, after contacting a plumber, I was advised that based on the information I provided over the phone, it was that a special machine would need to be used and ran at a premium rate, as worse case scenario the clogged may have been pushed further under the house.
XX/XX/XXXX I was contacted by my bank that my INS check of XXXX was being returned ( policy cap of XXXX ) and needed to be endorsed by loan care.
XX/XX/XXXX I immediately contact Loan Care Ins to advise this check was coming and what was the process. I was advised to send the check over and they would endorsed and send back WELL HERES WHERE IT GETS INTERESTING XX/XX/XXXX I contact Loan Care INS advised the rep it will take 3 days for XXXX to get the check back to me, versus me picking it up from the branch XX/XX/XXXX, and in panic after explaining my situation, the rep stated she will give verbal authorization for the insurance company to reissue the check payable to me only. Via conference call the representative contacted the XXXX insurance company to validate the claim and advised that they would authorize the check being payable to me only so I could get repairs done. ( CONTRACTORS WERE AT MY HOME VIA REFERRAL FROM XXXX XXXX ) The insurance company stated NO PROBLEM send me something in writing or an email or a fax and I will reissue today. In XX/XX/XXXX we were advised by loan care ins claim representative she could only offer a verbal authorization, and this was not possible for XXXX XXXX to take.
Contractors stated for amount of work to be done, they would not agree to bill me, as the repairs were less than 8k and dealing with the insurance company can be time consuming.
XX/XX/XXXX called around, found a different plumber to do the job reached out to family and friends via social media to see if anyone could help with repairs.
Call history -- - XX/XX/XXXX contacted plumber about abating sewer flies, was told wax seal would need to be replaced toilet removed and additional tools needed to be used as the issue as went too long unaddressed. I Was advised by plumber to try a home remedy for the sewer flies that were coming into the home as a result of waste sitting in the pipes and commode for this long.
XX/XX/XXXX received check back from my banking institution as it needed to be endorsed by loan care, sent overnight XXXX XXXX to loan care called let them know it was coming inquired ETA and was told, that this was a monitored claim and as such I needed to submit some additional docs. I explained that everything had been repaired, ( to the cheapest possible quality ) after going back and forth, I logged in on the insurance claim website and begin uploading docs from advanced plumbing. Positive I would be reimbursed within 3-5 days.
XX/XX/XXXX called advanced plumbing to come out, paid advance plumbing to come out and abate sewage back up ( same day ) XXXX out of pocket as they are not willing to billed due to the time lapse in contracting their services ( from XX/XX/XXXX to XX/XX/XXXX ) and the fact that the amount is under 8k which is the min billable amount.
XX/XX/XXXX called to see why no status update per the site had been made, as all docs had been sent in, was told by representative that the receipt was not valid as the company name was illegible, was also advised need additional docs that I was told XX/XX/XXXX werent needed as I had already paid out of pocket. Given erroneous info that the next rep said was true.
XX/XX/XXXX Insurance rep called advanced plumbing and confirmed repairs were made and requested an additional document that I was advised was not needed, and the XXXX XXXX manager sent it over without fail. I was advised ; reimbursement check was being requested and would be overnighted. INSPECTION ORDERED.
XX/XX/XXXX received approval from deacon board at church I could use excess carpet from having the sanctuary refurbished a few months ago. With the condition that I sow back into the Families helping families fund. Received enough pre used and excess carpet to do den downstairs. Not enough to finish carpeting the whole area, but enough to cover the impacted area.
XX/XX/XXXX I called in to confirm document had been received from advance plumbing and to see the delivery of the funds as I wanted to replace my floors and couch and vanity and toilet with items that were of the previous price range and caliber. ( For example the toilet we received from habitat from humanity was 15 inch vs the standard 17 inch, and I am XXXX and my son is XXXX, its like we are squatting using the bathroom now ) Was advised, check had not been requested and that unfortunately I needed to reach out to my father mother and folks, to get receipts and license and waivers of liens.
AGAIN KEEP IN MIND IF I HAD WAITED FOR LOAN CARE PRIOR TO FIXING THESE ISSUES, MY HOME WOULD BE CONTAMINATED, AND DAMAGES WOULD FAR EXCEED THE POLICY CAP OF XXXX, LIKE FECAL MATTER WOULD STILL BE IN THE PIPES AND THE INFESTATION OF SEWER FLIES ( 30 EGGS LAID A DAY ) WOULD BE DETRIMENTAL TO THE VALUE OF THE HOME.
XX/XX/XXXX called loan care again spoke to a manager to see what was the hold up as per the XX/XX/XXXX conversation I was told, I needed a contractor to fix cosmetic repairs that I had already abated, again explained the issue with this, and was told, a reimbursement check would be sent for XXXX, ( which had not been done as told on XX/XX/XXXX ) EXPLAINED ABOUT LOSS MITIGATION AND THAT MY PAYMENT HAS NSF AS A RESULT OF THE EXTRA FUNDS NOT BEING THERE. Explained I had been calling daily to make sure that I was reimbursed to make trial payment. Was told rush request were being placed to streamline process.
XX/XX/XXXX spoke to rep, advised not sure how to handle estimates that exceed claim check ( from XXXX and XXXX XXXX ), and unsure of how to go about replacing my couch, but I was advised to have my sister who is a XXXX XXXX, XXXX XXXX and XXXX XXXX, that I should request receipts and contract license and ect.. for them helping me abate the cosmetic issues.
XX/XX/XXXX no resolve, spoke to rep, checked status insurance claim website, no update. Explained due to claim cap, I wanted to go to habitat for humanity ( restore ) to get floors, gentleman was holding floors for me, but do to financial situation, did not want to pay of pocket and not get reimbursed. Advised representative flooring from habitat from humanity that would cover the square footage of the area, and I need to have funds, was told, no problem, inspection had been requested and funds will be released no problem.
XX/XX/XXXX called loan care ins again, advised-still no check, called loan care again wondering what to do, explained that I needed to be reimbursed and wanted to replace my damages, explained sewage back up abated, and I needed funds to do improvements within fair market value. Again explained unable to redo floors to a better quality as estimates exceed amount of claim cap and no contractor was billing under 8k. Inquired why inspector hadnt called, was then told, remaining funds would not be released nor the 25 % would be released as previously told. Again misinformation given and no resolve.
XX/XX/XXXX spoke to management XXXX agreed ball had been dropped and escalated file, advised no one reached out to loss mitigation, I could not do my own repairs and she would check into how the process works.
XX/XX/XXXX spoke to loss mit advised of issue with payment, and requested an extension and for trial mod to be reset set up promise to pay for XX/XX/XXXX XX/XX/XXXX spoke to mgmt. as check still not showing on website was advised, due to the claim, may be an issue with releasing remaining funds, even though I was told work could be self-completed I and now Im told thats not the case, so NOW WHAT? Was I just to leave the carpet wet, and the sofa and throw and toilet just untouched during this whole time, where was I supposed to live? What person who in in active trial period, to save their home, want it to be ruined.
XX/XX/XXXX call from XXXX to confirm and update me on account and check being ordered and check was on its way XXXX Inspector comes out, take pictures states repairs are 100 % completed XX/XX/XXXX received check made payable to XXXX XXXX and Myself ( even though a paid invoice has been on file since XX/XX/XXXX ) XX/XX/XXXX contacted loan care, frustrated in tears as I have set up another payment to go out, and reached out to Loss Mitigation advising my Trial payment is on its way and again this ball has been dropped. Was advised XXXX would update the account as unsure why check was sent payable to the company that worked on my home 3 weeks ago.
XXXX called XXXX XXXX, spoke to Office manager to see if they can endores this check sent to me and the plumbing company today. I was advised, due to the holiday and staffing, the check could not be endorsed until mid-next week.
XXXX called loan care to see if check can be voided and new check issue and to find out what is the process between these two departments that causes this process to be this problematic, induce this much borrower harm and would have caused the damages in my home to far exceed the XXXX policy cap, and I was only told, they would research as it shouldve been made payable to me only.
XXXX received a call from mgmt., trying to fix the issue, I am told NOW, that a mailer would be sent to me over night, then I will send back the check, and then they will request a new check, and this should be done by FRIDAY.
My apologies for the length of the email, and still I did not capture all the miscommunication, false information, that took placed in the last 3 weeks. What I can say is, as of XX/XX/XXXX. I have still not been made whole. My loan status is in jeopardy, I found out, I am no longer in XXXX, XXXX XXXX has represented in my XXXX XXXX. And with all the people coming by to visit I have 2 different carpet types downstairs, and wall thats a different color and paint type then the others, a toilet that looks like it should be in a doll house, and a bank account that has accrued NSF charges as a result of induced borrower harm, for 2 different departments failing to provide competent, customer service. Although everyone was nice and mannerable and empathetic, it does not negate the fact- that a resolution has not been made, and the remaining funds ( XXXX ) needed to bring my home back to its previous standards, is being held as well. I mean seriously its XX/XX/XXXX if I was truly waiting for LOAN CARE to send me a check or to pay contractors, I would be in collections due to none payment of the contractors, or my home would be inhabitable.
I would ask that accommodations be made to ensure I am reimbursed and a clear process of how to retrieve my additional funds, so that I can enjoy my home as intended, continue with my trail payments if thats even possible at this point, and bring this loan current.
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| 02/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Please find the below complaint for your record, I sent again by Certified Mail to Loan Care and to XXXX XXXX to resolve this problem and pin pointed their misconduct.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX SUBJECT : LOAN # XXXX CERTIFIED MAIL BY RETURN RECEPT # XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX Legal / Licensing. Loan Care, LLC XXXX XXXX XXXX, XXXX XXXX. VA XXXX Respected XXXX XXXX XXXX!
Your name was referred to me by the Georgia Department of Banking and Finance.
I have called many times, tried talking to Loan Care but unfortunately, I was never able to get in touch with anyone who could assist me or advise me with the situation I am going through. Every time I called the loan care customer service department and explained my situation and further asked for assistance - I was always misguided and misled by Loan Care. I have highlighted the respective timeline and instances below.
1. The first instance was in XX/XX/XXXX ; I called Loan Care and explained the difficult situation- I indicated that my Interest rate is 4.375 % and it is very high, and I wanted to lower my interest rate so it will reduce my monthly mortgage payment by {$300.00} - {$400.00} a month and it would make it an affordable payment for me. I was advised that I need to apply for a loan modification, this was misleading and misguiding. The representatives should have advised me to refinance. I was given third-hand information that Loan Care did not advise me to refinance because of their own business interest. Under these circumstances, misguiding and misleading is in violation of the Fair Housing, Fair Lending Act, and RESPA Guidelines. After being advised by Loan Care, I applied for the loan modification and was put on a 3-month trial payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. I made the 3 monthly trial payments and was given the loan modification contract indicating the same interest rate of 4.375 % and length that the loan 40 years. The modification process does not guarantee the interest rate to be reduced, instead, I should have been advised to apply for refinancing. I refused this modification and contacted the HUD-approved housing counselor.
2. The Second instance was during the COVID-19 pandemic which disrupted others jobs and loss of income and I found myself facing the same situation. I contacted Loan Care again, explained the situation and I was again misguided and advised to apply for the loan modification. My question here is why they did not advise me again that I should apply for refinancing instead of a loan modification to reduce my interest rate?. I was sent the 3-month trial payment notice dated XX/XX/XXXX, and I received it on XX/XX/XXXX. I called Loan care again and asked why this notice is so late and the XXXX of XXXX has passed now. I also asked what my interest rate would be, and I was told that my interest is the same 4.375 %, and I was shocked to hear this again. Two wrongs can not make one right. All the above further indicates that there is something wrong with Loan Care. How come they are unable to understand how to assist a customer and help them properly? Having this problem and misleading it, again and again, is making me feel that I am being misled, misguided, and discriminated against based on Race, Color, and National Origin.
3. I am not asking for any charity here. All I am asking is to refinance my loan and reduce the interest rate as per the Federal Government announced under the situation with COVID-19, so I can make an affordable payment and live my life. It has been almost 26 months. I have been struggling to get my interest rate lowered to make an affordable payment and your mortgage company did not help and did not advise me properly. Every time I talked with someone from Loan Care, I was misguided and given incorrect information. Whenever I communicated that I wanted to reduce my interest rate, they always misguided me. Again, I was never told that in order to get a lower interest rate I had to apply for refinancing. I was never told that loan modification would not reduce my interest rate, only refinance will lower ones interest rate. Based on the continuous misguiding and misleading I have a strong feeling that I have been discriminated against based on my race, color, and national origin, if not, then what is this? This is the Million Dollars Question, and I am sure Loan Care doesnt have an answer at all.
MY COMPLAINT I requested to reduce my interest rate to Loan Care in XX/XX/XXXX, as it was hard to pay a high-interest rate. They promised, if I apply for a loan modification, my interest rate would be reduced. I requested to refinance based on my good credit and payment record. They informed and insisted that the only way to get the requested relief was to apply for loan modification. On their insistence and information that my interest rate would be reduced, I applied for loan modification twice, but they did not reduce the interest rate at all and now they are refusing to refinance and unwilling to take ownership of their mistake. If I would have been advised for refinancing from day one, I could have gotten refinanced at 2 % or less while I was current on my mortgage with good credit. Now I can not refinance from anywhere and Loan Care is fully responsible for the continuous and intentional misguidance. They refuse to reply to my voicemails, emails, and certified mail - all knowingly and willfully. In good faith, I reminded them of our conversations, but they aren't resolving the issue, but are instead are threatening me. As stated before, my original request was to reduce the interest rate which is 4.375 %. I believe they have misled me intentionally. I respectfully request assistance in negotiating the terms of modification reflecting the original promise of reducing its interest rate and waiving all unlawful late fees and penalties, they have levied without cause and in violation of my consumer rights. If this was not done intentionally multiple times, then what happened? Why was I misguided and misled? There is someone somewhere who can answer this question and I have the right to a correct answer and to get this problem fixed as soon as possible.
Below is my Reasonable and fair resolution.
1. Refinance my loan from XX/XX/XXXX at the interest rate of 1.85 % - 2.0 % with what I was going to receive it had been advised for refinancing at that time.
2. Waive all late fees, penalties, and interest.
3. Apply for grants from the Federal Government for homeowners under the Pandemic and hardship situation.
4. I strongly believe that my demand is very reasonable under the circumstances I have been misguided, ignored, and treated differently than the average American.
Best Regards.
XXXX XXXX XXXX Loan Care Loan # XXXX Phone. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX SUBJECT : LOAN # XXXX CERTIFIED MAIL BY RETURN RECEPT # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer Resource Center XXXX XXXX XXXX, XXXX Washington. DC XXXX Georgia Department of Banking and Finance referred me to XXXX XXXX as Mortgage Loan Investor for Loan Care LLC.
I have called many times, tried talking to Loan Care but unfortunately, I was never able to get in touch with anyone who could assist me or advise me with the situation I am going through. Every time I called the loan care customer service department and explained my situation and further asked for assistance - I was always misguided and misled by Loan Care. I have highlighted the respective timeline and instances below.
1. The first instance was in XX/XX/XXXX ; I called Loan Care and explained the difficult situation- I indicated that my Interest rate is 4.375 % and it is very high, and I wanted to lower my interest rate so it will reduce my monthly mortgage payment by {$300.00} - {$400.00} a month and it would make it an affordable payment for me. I was advised that I need to apply for a loan modification, this was misleading and misguiding. The representatives should have advised me to refinance. I was given third-hand information that Loan Care did not advise me to refinance because of their own business interest. Under these circumstances, misguiding and misleading is in violation of the Fair Housing, Fair Lending Act, and RESPA Guidelines. After being advised by Loan Care, I applied for the loan modification and was put on a 3-month trial payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. I made the 3 monthly trial payments and was given the loan modification contract indicating the same interest rate of 4.375 % and length that the loan 40 years. The modification process does not guarantee the interest rate to be reduced, instead, I should have been advised to apply for refinancing. I refused this modification and contacted the HUD-approved housing counselor.
2. The Second instance was during the COVID-19 pandemic which disrupted others jobs and loss of income and I found myself facing the same situation. I contacted Loan Care again, explained the situation and I was again misguided and advised to apply for the loan modification. My question here is why they did not advise me again that I should apply for refinancing instead of a loan modification to reduce my interest rate?. I was sent the 3-month trial payment notice dated XX/XX/XXXX, and I received it on XX/XX/XXXX. I called Loan care again and asked why this notice is so late and the XXXX of XXXX has passed now. I also asked what my interest rate would be, and I was told that my interest is the same 4.375 %, and I was shocked to hear this again. Two wrongs can not make one right. All the above further indicates that there is something wrong with Loan Care. How come they are unable to understand how to assist a customer and help them properly? Having this problem and misleading it, again and again, is making me feel that I am being misled, misguided, and discriminated against based on Race, Color, and National Origin.
3. I am not asking for any charity here. All I am asking is to refinance my loan and reduce the interest rate as per the Federal Government announced under the situation with COVID-19, so I can make an affordable payment and live my life. It has been almost 26 months. I have been struggling to get my interest rate lowered to make an affordable payment and your mortgage company did not help and did not advise me properly. Every time I talked with someone from Loan Care, I was misguided and given incorrect information. Whenever I communicated that I wanted to reduce my interest rate, they always misguided me. Again, I was never told that in order to get a lower interest rate I had to apply for refinancing. I was never told that loan modification would not reduce my interest rate, only refinance will lower ones interest rate. Based on the continuous misguiding and misleading I have a strong feeling that I have been discriminated against based on my race, color, and national origin, if not, then what is this? This is the Million Dollars Question, and I am sure Loan Care doesnt have an answer at all.
MY COMPLAINT I requested to reduce my interest rate to Loan Care in XX/XX/XXXX, as it was hard to pay a high-interest rate. They promised, if I apply for a loan modification, my interest rate would be reduced. I requested to refinance based on my good credit and payment record. They informed and insisted that the only way to get the requested relief was to apply for loan modification. On their insistence and information that my interest rate would be reduced, I applied for loan modification twice, but they did not reduce the interest rate at all and now they are refusing to refinance and unwilling to take ownership of their mistake. If I would have been advised for refinancing from day one, I could have gotten refinanced at 2 % or less while I was current on my mortgage with good credit. Now I can not refinance from anywhere and Loan Care is fully responsible for the continuous and intentional misguidance. They refuse to reply to my voicemails, emails, and certified mail - all knowingly and willfully. In good faith, I reminded them of our conversations, but they aren't resolving the issue, but are instead are threatening me. As stated before, my original request was to reduce the interest rate which is 4.375 %. I believe they have misled me intentionally. I respectfully request assistance in negotiating the terms of modification reflecting the original promise of reducing its interest rate and waiving all unlawful late fees and penalties, they have levied without cause and in violation of my consumer rights. If this was not done intentionally multiple times, then what happened? Why was I misguided and misled? There is someone somewhere who can answer this question and I have the right to a correct answer and to get this problem fixed as soon as possible.
Below is my Reasonable and fair resolution.
1. Refinance my loan from XX/XX/XXXX at the interest rate of 1.85 % - 2.0 % with what I was going to receive it had been advised for refinancing at that time.
2. Waive all late fees, penalties, and interest.
3. Apply for grants from the Federal Government for homeowners under the Pandemic and hardship situation.
4. I strongly believe that my demand is very reasonable under the circumstances I have been misguided, ignored, and treated differently than the average American.
Best Regards.
XXXX XXXX XXXX Loan Care Loan # XXXX Phone. XXXX XXXX XXXX
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| 08/22/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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URGENT! Improper and Deceitful Loss Mitigation and Pending Foreclosure!! Hearing XX/XX/XXXX!
To Whom It May Concern at Consumer Financial Protection Bureau, I need your help. Loan CareXXXX XXXX is trying to foreclose on me without going through the proper Loss Mitigation process. They took my Loss Mitigation application on XX/XX/XXXX. On XX/XX/XXXX, they told me they needed additional documentation, which I then provided. On XX/XX/XXXX the bank told me I had turned in a complete application, they would review it and get back to me. I NEVER HEARD ANYTHING BACK. When I called to check the status on the application ( XX/XX/XXXX ), they said they put it back into Foreclosure and sent it to their attorneys! There is now a Foreclose Hearing on XX/XX/XXXX!! They finally sent me the Denial letter ( attached ) on XX/XX/XXXX. Yes, just 5 days before they had a hearing and too late to do anything about it! They have denied by appeal rights, as appeals had to be in by XX/XX/XXXX ( according to the letter I got on XX/XX/XXXX ). And, when I read the letter ( attached ), it is just a denial of a loan modification for lack of income, not all the loss mitigation options!! Where are the rest of my loss mitigation options? To begin with, I sent them in a letter asking them to use my current XXXX and XXXX income for the loss mitigation from my bank statements they already had. I would qualify for Loan Modification with that income. They did not do this. They told me to submit another Loss Mitigation application, even though there was already a Foreclosure hearing date. I did that on XX/XX/XXXX. Secondly, and much, much more importantly, what about all my other loss mitigation options?! What about handing the property back? A Deed in Lieu? Can I do that? Can I just give the property back? What would be the requirements for that? That was not mentioned. What about paying the amount off in full? Can I do that? How much is it currently to pay in full? Can I pay it off?! There was no reference to that or any or the other loss mitigation options! What about a Short Sale? Can I do that? What would be the requirements for a Short Sale? Why are they not giving me my loss mitigation options and just putting me in Foreclosure? They said nothing about paying the property off, returning the property, or short selling the property. According to U.S. Department of Housing, there are actually 9 Loss Mitigation options ( see attached ) : 1 ) Repayment Plan 2 ) Forbearance 3 ) Loan Modification 4 ) Short Refinance 5 ) Short Sale 6 ) Deed-in-Lieu 7 ) Reinstatement 8 ) Consent to Judgement and 9 ) Settlement. I was only given ONE of these 9 options, and that wasnt even done properly. Where are my other 8 options? This bank is intent on Foreclosing on me no matter what! When I called the bank on XX/XX/XXXX and found out about this Denial Notice ( which I still had not seen ), the agent ( XXXX XXXX told me that it wouldnt matter what I made per month or year, it wouldnt matter if my XXXX income was included or not, they would never do a loan modification for me! He said it wouldnt matter if I made {$10000.00} per month, or double that, they would not do a Loan Modification for me, even though the denial was for lack of income! Because they are insistent on foreclosing on me, no matter how many rules, regulations, and laws they break!
This bank ( XXXX ) has gone through the motions of Loss Mitigation with me for years, but never actually allows it. They have forced me into Bankruptcy ( XXXX ) twice. And then they dont follow the bankruptcy rules and they continue to charge me late fees and penalties. They never finish any loss mitigation, they tell me to turn in full and complete application packages, which I have done over and over, then they either tell me the underlying investor ( not them- they say its XXXX XXXX ) refuses to lower the crazy interest rate or do the loan mod. They are the ones that made me stop making payments to begin with! They required me to stop making payments for 3-4 months in order to even start the loan mod/loss mitigation process! Or they tell me they will accept a Short Sale if it is at least 80 % of the value of the property. I turned in Short Sale after Short Sale ( 3 altogether over 2 years time ) with the bank just stringing all of us along for 6-7 months each time, and then denying the short sale each time, even though it met the requirements. Or the other thing they do, is to just plain stop responding to me or contacting me. And deny my Loss Mitigation because I didnt respond in time to something I never received.
They wont ( or dont ) contact me ( They actually said in XX/XX/XXXX when I called them, after 17 years of this loan and the same phone number, they say they didnt have my contact information ), and on several occasions including as recently as XX/XX/XXXX, gave me an incorrect email address to send my Loss Mitigation Application to ( XXXX ). This bank strings me along, as well as all the real estate agents and buyers involved in the Short Sale ; the bank makes me do all kinds of work, but in the end they always say 1 ) We arent lowering your interest rate from 7.75 % no matter what because the underlying investor ( XXXX XXXX ) refuses to do so, or, even worse 2 ) We make more money foreclosing on you, so thats what we are going to do NO MATTER WHAT. They are not following HUD rules or regulations. They are being very deceptive, and I need your help to fairly process Loss Mitigation and keep them from foreclosing on me.
MY LOAN MODIFICATION ATTEMPTS They have never reduced their 7.75 % interest rate over the 17 years I have had this loan, despite my repeated requests and hardships ( XXXX, floods, covid loss of income, or bottom of the market in XXXX, even last year in XXXX when rates dropped to 2 %. This lender said they will NEVER drop the interest rate of 7.75 % they have me at. However, they had me fill out Loan Modification applications and I filled full packages out for them out 4 times because they pretended like they would do a loan modification. They, in fact, originally required me stop making mortgage payments for at least 3 months before I could even apply to prove hardship! Then I applied, and they told me they would not drop my interest rate, time after time. They then gave me a HIGHER monthly payment!! They supposedly gave me loan modifications over the last 5 years, with HIGHER payments! If I couldnt make the original payment because of financial hardship, how would I be able to make a higher payment?! Wasnt that the point of the loan modification : to lower the payment, so I could afford it either by dropping interest rate, or lengthening amount of time to make payments, or forgiving some of loan. They did none of that! How is that a Loan Modification? Their excuse was that the underlying investor ( XXXX XXXX is what they said ) refused to lower the interest rate. I couldnt accept the loan mod, because it wasnt a loan mod at all! They did that 3 times, and I finally started to realize they were not going to work out a true loan modification with me at all, no matter what I did, or how many times I filled out and sent in all the documents they wanted. I tried once more, and this time they said I no longer qualified because I refused the first three loan mods they did that increased my payments.
MY SHORT SALE ATTEMPTS Then I started trying to at least do a Short Sale, though this wasnt my first choice. It was obvious they just plain would not allow a reduction of my monthly payment amount, or the interest rate, no matter what. It took a little while to find a real estate agent that was willing to do short sales, and we went through the process. I had a cash buyer for 80 % of the value of the property, which is what they said they would accept ( it was the minimum they allowed ). They dragged this short sale on for 6 months and kept asking for more and more documents, every week, and every month, which were always provided to them. Then they would say its been longer than 30 days, we need a new date and signature for all your documents. After all that, 6 months later the bank said No to the short sale. They didnt say why, but I assumed they wanted more than 80 % of the value, though their own rules say they accept that. But they refused it. A couple months later, we found another CASH BUYER for 90 % of the value of the property. Again, we went through an agonizing 6-7 months with the bank wanting more and more documents every month. Same exact story! They dragged it on and on, and then refused it for no reason! Even though it met all their criteria! Why?? They WANTED to foreclose on me!
Unbelievably, we found another CASH buyer after that for 100 % of the value of the property! The value that the bank determined! There was no way they could refuse this Short Sale. But it was the SAME STORY 6 7 months of dragging this out with us, asking for more and more documents from the buyer, the real estate agent, and me, and the end of all this they refused the Short Sale 7 months later - because they could make more money if they foreclosed on me. That is the letter they sent me. Their exact words were FORECLOSURE RESULTS IN HIGHER RETURN THAN PROPOSED SHORT SALE. This bank has some shady practices, and Im not even sure if they are legal. Its certainly not ethical. This took a couple years, and poor buyer ( s ), poor real estate agent, and me who spent all that time and energy for nothing, all because the bank was determined to foreclose on me NO MATTER WHAT.
DEED-IN-LIEU ATTEMPT At that point, I gave up and was exhausted. I offered to just hand the house over to the bank, even though it was supposed to be my retirement home. However, they would not accept that!!!!! They said they would not waive the deficiency that they had now accumulated, and that I would need to hand the house over PLUS {$150000.00}!!!!! They said they would sue me for the {$150000.00} if I didnt pay it! And thats after I handed the house over!
XXXX ATTEMPTS I was obviously in no position to be able to do that, so I had to file XXXX XXXX. I tried filing BK twice, but they would not go along with the waiver of deficiency in the BK plan. The bank continued to violate BK rules ( see attached ) not only by continuing to charge late fees and interest, but by continuing to set Foreclosure dates. They refused to go along with any XXXX plan.
PAYMENT ATTEMPT I sent in two monthly payments while I was in XXXX for {$1600.00} each one on XX/XX/XXXX ( see attached ) and XXXX XX/XX/XXXX ( see attached ), as was their current monthly payment amount. The bank cashed the first check on XX/XX/XXXX, and 2 days later had Foreclosure hearing on me! After they cashed the check!
The second check in XX/XX/XXXX, the bank sent back. Their reason? We are unable to accept these funds because your loan has been accelerated and the payment was not sufficient to reinstate your loan ( see attached ). And again, set a Foreclosure hearing for XX/XX/XXXX. I was in Bankruptcy! Do they not understand Bankruptcy laws, or were they purposely violating them?!
In short, this bank has flat out REFUSED my loss mitigation rights year after year. They refuse to do anything but foreclose on me, and thats what theyre doing again. I have a hard time getting a hold of them to check my status, but on XX/XX/XXXX I received a Notice of Foreclosure Hearing. When I finally got a hold of them, they told me they havent contacted me because XXXX ) they didnt have my phone number. WHAT?! Ive had the same phone number the whole 17 years of this loan. And 2 ) they said a Cease and Desist was on put on my account a year or two ago. Once again, WHAT?! By them? I certainly didnt do that. But that was their excuses for not contacting me and going straight into Foreclosure. They actually said they purposefully have NOT been contacting me.
I need CFPBs and HUDs help in getting this bank to abide by the housing rules, laws, and regulations. I have done everything they asked me to do AND MORE, but it does no good, as they are insistent on Foreclosing on me NO MATTER WHAT and no matter how many Housing rules, laws and regulations they break.
They have now set a Foreclosure Hearing for Wednesday, XX/XX/XXXX at XXXX without sending the options from my Loss Mitigation package I turned in on XX/XX/XXXX. On XX/XX/XXXX they told me they had a complete application. I never heard from them again. When I called on XX/XX/XXXX, they said they put me back in Foreclosure and sent it to an attorney. I cant get anywhere with this bank, they are insistent on foreclosing on me, and not allowing my loss mitigation rights. Ive spent YEARS trying to work out something with this bank, spending lots of money doing so.
This bank has told me : 1 ) They will NEVER lower the 7.75 % interest rate on this loan, no matter what my hardships are, 2 ) They will NEVER give me a loan modification, no matter how much money I start making to support one, 3 ) They wont do a Short Sale, because they make more money foreclosing on me.
This bank is probably violating every housing rule and regulation there is. Please hold them accountable and start by making them take this property out of Foreclosure, cancel the hearing on XX/XX/XXXX, and force them to complete a legitimate Loss Mitigation. They need to be under the supervision of HUD and CFPB, as they have never completed an honest or fair Loss Mitigation for me.
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| 06/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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XX/XX/XXXX To : Consumer Financial Protection Bureau XXXX XXXX XXXX, XXXX.
XXXX, DC XXXX ( XXXX ) XXXX ( XXXX ) My mortgage payments were auto-drafted and paid regularly in the amount of {$1100.00} from XX/XX/XXXX-XX/XX/XXXX and in the amount of {$1100.00} from XX/XX/XXXX-XX/XX/XXXX.
On XX/XX/XXXX, Loancare auto-drafted {$3200.00} from my bank account. I called Loancare on Tuesday, XX/XX/XXXX regarding this auto-drafted and spoke to Ms. XXXX XXXX, who was a manager with Loancare at the time. Ms. XXXX understood the situation and requested a screenshot from my bank account to confirm that the amount of {$3200.00} was drafted from my account. Loancare sent me a check for {$1500.00}. Loancare kept {$1700.00} of my money, which is {$600.00} more than my regular monthly mortgage. I requested my XXXX monthly statement on XX/XX/XXXX that Ms. XXXX provided to me via email. Ms. XXXX explained that the Loancare escrow department will do an investigation on the reason that my county ( Washington DC ) was claiming that I owed {$8600.00} more than my estimated property tax. Because I was told this, I believed that Loancare will investigate and provide answers regarding the issue. In addition, I reached out directly to Washington DCs Department of Consumer and Regulatory Affairs ( DCRA ) and Office of Tax and Revenue. The Office of Tax and Revenue corrected their error and I thought everything was resolved.
However, on Wednesday, XX/XX/XXXX, I sent Ms. XXXX an email to ask her the reason why I was unable to login into the Loancare website to get my last mortgage statement in order for me to close on my next investment property. When I did not hear back from Ms. XXXX, I called Loancare. I spoke with Ms. XXXX XXXX, one of Loancares managers regarding my situation. She informed me that : ( 1 ) Ms. XXXX is no longer with the company, ( 2 ) no payment has been auto-drafted for XXXX, XXXX, and XXXX payments, and ( 3 ) my credit score has been affected for non-payments.
I explained to Ms. XXXX, and in my several emails to Loancare Customer Service that I was never notified of non-payment and never requested for auto-payment to be discontinue. In addition, I need a letter explaining the issue of my recent low credit score to close on my next investment property. Ms. XXXX told me that no payment is expected and my credit will be suppressed until this situation gets cleared and I should receive the letter for my next investment property within a few ( 3 ) days.
On Friday, XX/XX/XXXX, one of LoanCare Escrow Tax Specialist, XXXX XXXX, directly emailed me with a copy of the refund letter that LoanCare sent to Washington DC Department of Finance and Revenue ( attached ). On that day, I called and wrote several times about the fact that one of their managers told me that they will call me back, however, they never called back. I also documented the fact that I did not understand that even though LoanCare identified that they paid Washington DC the incorrect amount, that LoanCare was still holding me responsible to pay {$600.00} increase for each month. I also documented and sent an email to Loancare to inform them that their Managers refused to speak with me.
On XX/XX/XXXX, I spoke with XXXX id # XXXX, because I needed a status update on the promised letter that will clear my recent low credit score. XXXX told me that in order for me to get my requested promised letter that my account needed to be up-to-date and paid, which was mandatory for me to close on a new investment property in XXXX, I had to make a payment of {$5300.00}. This {$5300.00} payment for XXXX, XXXX, and XXXX meant that my monthly mortgage was {$1700.00} which is {$600.00} more than my regular monthly mortgage. XXXX told me that no payment was expected from me until this situation was cleared ; but if I want this letter, I had to make this {$5300.00} payment. XXXX told me that the good news is that I will get a refund on the overpayment once the situation was cleared.
During the several months between XXXX and XXXX, I have spent several hours and spoken with several Loancare Managers including but not limited to XXXX, XXXX, XXXX, XXXX, XXXX ext XXXX, XXXX ( sp? ), XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX.
I have documented and sent emails to Loancare requesting the status of the refund and asking the reason that I was consistently receiving automated phone calls about the non-payment ( which I did not receive in XXXX, XXXX, XXXX ) when I am told that no payment is expected from me.
On Friday, XX/XX/XXXX, Washington DC Department of Finance and Revenue notified me that as of Friday, XX/XX/XXXX, Loancare has not requested the refund. I sent emails to Loancare Customer Service and XXXX XXXX to ask for the reason that the request letter that was sent to me on XX/XX/XXXX was not sent to Washington DC Department of Finance and Revenue.
On XX/XX/XXXX, XXXX XXXX told me that she spoke with XXXX, who stated that the refund request has been processed and waiting for approval.
On XX/XX/XXXX, XXXX XXXX informed me that LoanCare has received the refund check and she will request for a refund to be sent to me in the mail.
On XX/XX/XXXX, XXXX XXXX told me that she had good news that I will receive a refund check of {$3200.00} in the mail within a few days and my new mortgage payment will be {$1200.00}.
After waiting a few days, I sent several emails to Loancare letting them know that I have not received any refund check and that I need the refund check to make my payment for XXXX, XXXX, and XXXX. It wasnt until Friday, XX/XX/XXXX that I spoke with one of LoanCare collection Managers, XXXX XXXX, to be told that no {$3200.00} refund check will be coming in the mail. Instead, I could request in writing that my escrow refund of {$1500.00} be applied towards my outstanding balance. Once I made the payment, I can request in writing that I no longer wish for LoanCare to manage my escrow then I will receive the {$2100.00} escrow balance check. I also asked for a timeframe in which I would receive my {$2100.00} escrow balance check. I submitted this in writing on XX/XX/XXXX to both LoanCare Customer Service and XXXX XXXX. Instead of getting a direct answer, I only received the LoanCare Acknowledgement email. I sent this written communication to LoanCare over 10 times over 2 months and called and left voice messages with XXXX XXXX. Even though Ms. XXXX XXXX voice message claims that she will return messages within 48 hours. I never received a call back. On the week of XX/XX/XXXX, Ms. XXXX XXXX finally answered the phone. I spoke with her and she informed me that payment is expected of me even if LoanCare does not use my escrow refund of {$1500.00} towards my payment. I will not get any check from LoanCare until this was paid. I explained to LoanCare that the reason that I have a 30 years mortgage with LoanCare is because I do not have thousands of dollars to give.
In XXXX, I received a letter from one of my major credit cards that my card has been cancelled due to my low credit score. My credit score was in the low 700 before XX/XX/XXXX. I believe that Loancare has brought my credit score to the mid-600s. Due to my recent low credit score, I was forced to put more money down on my next investment property. LoanCare has taken thousands of dollars from me, lowered my credit score, and put all of my investment and personal properties in jeopardy.
On XX/XX/XXXX, I made a payment for {$4800.00}. On Wednesday, XX/XX/XXXX, I called Loancare to confirm that they were removing the late fees, removing the report on my credit score, pay XXXX mortgage, check the status of removing escrow from them, and set up auto-payment. The Customer Service Representative, who I did not write down his name, told me that my late fees and removal of the report on my credit score will occur within 5-7 business days from XX/XX/XXXX. I had him to repeat for the recorded line and he said that he wrote notes to state this. He told me that the request to remove my escrow will be denied until my late fees and removal of the report on my credit score was address. Lastly, he told me for him to accept a payment over the phone, I will be charged {$15.00}. I explained that I am unable to login online. He told me that he will transfer me to technical support. Once I spoke with the technical support representative, I asked her for the previous representatives name so that I can write his name for my notes. She told me that she can not provide his name and that the notes only provide the representatives initials. I asked for the representatives initials. She told me that she could not provide me with his initials due to company policy. I asked her to confirm that she saw in the notes that the previous representative wrote : my late fees and removal of the report on my credit score will occur within 5-7 business days from XX/XX/XXXX. She told me that she did not see this in her notes and only saw that my credit score was supposed to be suppressed 6 weeks from XX/XX/XXXX. I explained to her that I was never provided with the timeframe of 6 weeks and that the reason the issue was not cleared before 6 weeks is because LoanCare failed to provide refund request letter to Washington DC within a timely manner, and LoanCare did not send me the promised refund check of {$3200.00} on XX/XX/XXXX, so that I could have paid and taken care of the balance before XX/XX/XXXX, which would have met this 6 weeks timeframe that was never given to me until XX/XX/XXXX. I requested to speak with a Manager. She told me that she could only arrange for a call back from a Manager. I answered the phone when the Manager called me back to request that the Manager confirm what should be written in the notes. Since he did not agree, I requested that he reviewed the recorded phone call that I had with the representative an hour prior. The Manager told me that he would and that he would leave a detailed message when he calls back. I have not hear from the manager.
On Friday, XX/XX/XXXX, I called to see that status of the Managers review of the recorded call. I was then told that Loancare has until XX/XX/XXXX to response. I told them that the timeline is too long that I need this resolved sooner.
I explained to Loancare that : ( 1 ) their system should have flagged that property tax was ~ $ XXXX more than the estimated property tax, ( 2 ) the Loanservice company that I have a 30 years loan with felt comfortable with taking more that 2X a monthly payment out of someones bank account at one time, ( 3 ) failed to notify me that my XXXX, XXXX, and XXXX mortgage was not being paid, ( 4 ) took me off of auto-draft payment without my acknowledgment, ( 5 ) felt comfortable in effecting my credit score without one call or email to me, ( 6 ) after Washington DC provided Loancare the fault in paying the incorrect amount of {$8600.00}, Loancare held me responsible for the {$8600.00} until LoanCare was paid back from Washington DC for the overpayment, ( 7 ) Loancare Managers promise to return phone calls and messages, but fail to do so on many occasions. Out of the 20+ Loancare Managers , XXXX has been the only Loancare representative to return my call. ( 8 ) Loancare fail to answer my emails with a response that was different than their automated response ( Appendix ) ( 9 ) Loancare never provided exact reasonable dates to address issues ( 10 ) Loancare does not transfer callers to employees that is already aware of the situation ( 11 ) Loancare does not provide detail documentation to their customers because I believe that they do not want to be held accountable ( 12 ) If I did not have thousands of dollars available to resolve this issue, I believe Loancare will have foreclosed on my $ XXXX valued property on a loan that I owe $ XXXX ( 13 ) LoanCare ruin my credit score when they assured me that my credit score will be suppressed.
I am requesting for Loancare to correct my credit score issue and waive any fees on my XXXX, XXXX, XXXX, and XXXX payment. And to allow for me to handle my escrow from this point forward, where they will send me my {$2100.00} escrow balance check within a reasonable timeframe. Please let me know what documentation will be helpful for me to provide. As I mentioned, LoanCare failed to provide any detail documentation to me.
Appendix : Automated Response Dear ME, Thank you for contacting your loan servicing team!
We have received your inquiry and are assigning it to the appropriate department where your request will be thoroughly reviewed and handled. Please utilize the ticket number provided which begins with the letters XXXX for any further communication relating to your recently submitted email request.
Please note : duplicate inquiries may prolong your time for resolution.
Your reference/ticket number is XXXX.
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| 04/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXXXXXX XXXX. our mortgage company, in late XX/XX/XXXX informed us that our mortgage payment would increase from {$3700.00} to {$3900.00} due to increase in our escrow account. In mid XX/XX/XXXX, we received another notification from XXXX XXXX ( now former mortgage company/servicer ) that our mortgage, account number : XXXX, was being transferred to Loan Care XXXX XXXX effective XX/XX/XXXX and that all payments from that effective date should be made payable to and sent to that Servicer. However, no account number for the new Servicer was provided in the correspondence. Hence, on XX/XX/XXXX, in an effort to make our XXXX mortgage payment I called XXXX XXXX to obtain confirmation that the information about transferring of our mortgage was indeed correct. The represented XXXX XXXX confirmed the facts and that the new Servicer was indeed XXXX XXXX XXXX, provided a new mortgage account XXXX, their mailing address and phone number. Hence, immediately after speaking with the representative on XX/XX/XXXX, I logged into my XXXX XXXX Bill pay Center online, update with the new account number, new Loan Servicer XXXX XXXX XXXX, but then I noticed that the address and phone number that the representative had given on the phone was similar to that of XXXX XXXX, so I did not change that portion of information in our Bank Bill pay Online system. Shortly thereafter, on XX/XX/XXXX, I submitted a request via our Bank Online Bill Pay Center to pay our mortgage in the amount of {$3900.00} payable to the new servicer XXXX XXXX XXXX XXXX. Payment in the amount of {$3900.00} was debited from checking account on XX/XX/XXXX. See Appendix A On XX/XX/XXXX, we received a package via U.S. Postal Service from XXXX XXXXXXXX XXXX -- See Appendix- B, a document officially confirming that our mortgage was transferred. However, upon careful review, we noticed that the account number was different from the one that was provided us on XX/XX/XXXX, account ending XXXX. I immediately called the phone number provided in the XXXX XXXX document. The representative, who answered the called, informed me that we had two loans, a Home Equity Line of Credit with assigned account number XXXX and the First mortgage with assigned account number XXXX, both of which was transferred from our previous servicer XXXX XXXX, and the funds received was broken up and distributed to the XXXX account. I immediately informed the representative that we only have one mortgage loan with XXXX XXXX that was our First Mortgage and we DO NOT have a Home equity line or loan, because that was discharged in a Chapter XXXX proceedings in XXXX. The representative asked me to hold to confirmed what I had told him. The representative came back online after 5 minutes and said they will apply the payment of {$3900.00} to the correct account. On XX/XX/XXXX, I received another correspondence via US Postal Service from XXXX XXXX XXXX. This document subject line stated DEBT VALIDATION LETTER. See Appendix- C. I immediately called the number that was provided in the letter and information that again, that we do not have this debt and I am not sure why it was transferred to them when it was discharged in a Chapter XXXX proceeding. On XX/XX/XXXX, we received a correspondent from XXXX XXXX ( former servicer ) outlining information about our escrow account. See Appendix- D. On XX/XX/XXXX, we received two separate correspondences from XXXX XXXX. One referencing the transfer of Home Equity Line of Credit See Appendix- E, and Monthly Statement document See Appendix- F. With this new information we called XXXX XXXX again, informed that we did not have a line of credit account and asked them why the amount due was {$7800.00}. The representative told me, that they did not receive our XXXX payment and we needed to send proof of payment. We informed them that was not the case ; that we had already paid our XXXX payment and it was debited from our Bank checking account. Consequently, on XX/XX/XXXX, as requested, we sent proof of payment such as our bank statement, which I sent via the email ( XXXX ) that was provided by the representative. See Appendix- G. With this email submission, it generated an Escalated Payment Dispute ticket and as such on XX/XX/XXXX, an email was received from XXXX XXXX that the problem was resolved and ticket closed See Appendix- H. On XX/XX/XXXX, we sent out XXXX mortgage payment via Bank Online Bill Pay System in the amount of {$3900.00}, however, with all the back and forth I forgot to update the XXXX system with the correct account number from the XXXX to XXXX. As such, our XXXX mortgage payment was sent out to the incorrect account number. Payment debited from the account on XX/XX/XXXX. See Appendix- I. On XX/XX/XXXX, I called XXXX to inform them that our XXXX payment in error had the incorrect account number on it, and to ensure that they post the amount to the correct account. On XX/XX/XXXX, we called to confirm if our XXXX payment was posted to the correct account because the payment had already been debited from our account. The representative informed us that they received the payment and have posted it, but XXXX payment was still outstanding. We informed the rep that we received an email that the problem had been resolved with the proof of payment ( our XXXX XXXX checking statement See Appendix- H ). The representative informed me that he will look into the matter. However, on XX/XX/XXXX, I received an email from LoanCare that our proof of payment for the XXXX payment was insufficient and I need to provide additional information See Appendix- J. We immediately called LoanCare, spend over 3 hours on the phone but pushed from one individual to the next. After that long lengthy process, we were told to get proof of payment ( electronic transmittal form ) from our bank. We immediately called our XXXX XXXX and requested the information LoanCare needed to verify payment. However, I also requested not only proof of electronic payment for XXXX payment but also for the XXXX payment as the mortgage account number was incorrect on that payment as well, and asked them to send it directly to the LoanCare as well as provide me with a copy of that transmittal form. On XX/XX/XXXX, requested electronic transmittal forms were sent to LoanCare from XXXX XXXX and copies of the transmittals were also sent to me. See Appendix- K. Hence , On XX/XX/XXXX, I received an email that the problem has been resolved. Appendix- L. However, on XX/XX/XXXX, we logged into our Bank checking account and noticed that XXXX XXXX refunded to our account an amount of {$3900.00}. See Appendix- M. we called immediately and asked why. The representative indicated that they did not receive our XXXX payment and they did not refund any payments and we needed to contact my bank regarding the matter. However, when we spoke to LoanCare rep on XX/XX/XXXX, we were told they received the payment and posted it. We called our bank shortly after we spoke with LoanCare rep and we were told by the bank rep that they did not request any refund. In any event, we informed the bank rep to resent the payment to LoanCare. Payment was debited from the account on XX/XX/XXXX. See Appendix- N. On XX/XX/XXXX, we received another email from LoanCare that the problem was resolved and ticket closed. See Appendix- O To our surprise, today XX/XX/XXXX, we received our Monthly Mortgage Statement and it shows that we delinquent on our mortgage with a past due amount of {$8300.00} - See Appendix- P, that they disbursed Hazard insurance in an amount of {$4100.00} ; however, this is not accurate information. Furthermore, our hazard insurance policy the amount is {$3200.00} See Appendix- Q. After referring the Monthly Statement today, XX/XX/XXXX, we called LoanCare yet again, trying to appeal to their sensibility, a representative responded to the call after 15 minutes, and then after explaining the problem from start to finish once again, she could not help and tell me she will transfer me to her supervisor. We waited for XXXX hour, 15 minutes and 21 seconds and still, no supervisor came on the line. We finally decided to call the Consumer Financial Protection Bureau, and then my attorney and still after all of that, still no one from LoanCare came on the line. This is what consumers are facing. From what we have encountered in these past two months, it leaves me speechless. Firstly, after investigating and speaking to several representatives over these past two months, we now come to realize that XXXX XXXX XXXX is closely affiliated with XXXX XXXX, if not, one of the same. Both companies have similar addresses and phone numbers. At this point, we have numerous unanswered questions. For starters, if these XXXX XXXX and XXXX XXXX XXXX are one of the same, why was our mortgage account number changed in XX/XX/XXXX? Was this done in an effort to defraud us or foreclosure our property? We have been had the XXXX mortgage account number ever since we obtained our mortgage with XXXX XXXX in XXXX. Additionally, why was a Home Equity Line of Credit account transferred to XXXX XXXX XXXX in the first place, when our previous HELC with XXXX XXXX was discharged in XXXX in the Chapter XXXX proceeding? Why when we call now, LoanCare representatives try to hide the fact that they had sent us HELOC documents in the mail? Why do they now claim that the HELOC documents we received must have been a fraud from someone else, even though it clearly states their company name, address, and phone number? Why is XXXX XXXX now stating that they know or have no such HELOC account number XXXX in their system when in fact they received payments with this account number in both XXXX and XX/XX/XXXX? This company is very deceptive and may have deleted records from their system to hide the fact that they try to collect funds on a closed, already discharged account. XXXX XXXX XXXX and/or its representatives are dishonest, a very, very, very incompetent bunch who are deliberately conducting some kind of fraudulent activities against consumers. Frankly, they should not be allowed to service ANY type of consumer mortgage loans or even to remain in business in general. Based on the most recent mortgage statement received from LoanCare, the unapplied balance shows on the document of ( {$3400.00} ), the 4 & 9 seem to have been deliberately transposed to give the impression that our mortgage payment received by them was short {$450.00}. Additionally, returning our XXXX payment as a refund, even when it was received on XX/XX/XXXX by them as shown on our bank statement, is also a deliberate, malicious act to put our account in a delinquent status. We are not certain what they hope to gain from all of this, but if it is an attempt to put our mortgage in pre-foreclosure, this is fraudulent and they should be stopped and fined handsomely. The payments LoanCare received based on records from XXXX XXXX sent directly to them and from our bank statements presented to them, clearly show without a shadow of doubt, that two payments in the amounts {$3900.00} respectively debited XX/XX/XXXX for our XXXX payment, and another debited XX/XX/XXXX for our XXXX payment, ( returned XX/XX/XXXX ) and again debited on XX/XX/XXXX. This situation leaves us emotionally drained and frustrated. We would like all of our mortgage payments received by XXXX XXXX to be accurately posted immediately to our mortgage account and displayed as it should with no fees added of any sort. We have paid our mortgage for over 7years on-time and without any problems until this Servicer took it over in XX/XX/XXXX. See Appendix Z - Other relevant information This is by far the most incompetent bunch we have ever had to work with.
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| 11/08/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My loan is currently in active foreclosure due to the negligence of several collection representatives with Loancare. On XX/XX/XXXX, I mailed in a loss mitigation application along with a payment of {$1000.00}. My payment was posted and applied to XX/XX/XXXX, so I reasonably assumed that my loss mitigation documentation was received and processing, since my check was received and deposited. I have sent Loancare a copy of the tracking information for the mail that was sent, along with a copy of the application. Then on XX/XX/XXXX I initiated an electronic payment from my XXXX XXXX Checking account for XX/XX/XXXX payment. I called on XX/XX/XXXX to confirm that the payment was received and I was told by a representative that the payment was there, but that it was being rejected because it was not enough. I told her I would wait for it to reach my bank. I inquired about my loss mitigation paperwork and she said she did not see it. When I called on XX/XX/XXXX to check the status of my payment, I spoke with a young woman who told me she did not see an electronic payment and that my paperwork was most likely shredded and that I should resubmit. I asked her if it was the company policy to shred misdirected mail, she said she didnt know and I should just resubmit the paperwork. I called back several times to look for my electronic payment and on XX/XX/XXXX I spoke with a very rude gentleman who also said he did not see the payment. He told me to email my bank statement to XXXX, which I later discovered was an invalid email address. On the same call, we contacted XXXX XXXX on a conference call and spoke with XXXX who advised that the payment was sent on XX/XX/XXXX and should have been received by Loancare by the time of the call. The gentleman said okay thank you and did not ask for a tracking number or anything. I interjected and asked XXXX for the tracking number and confirmation number so that I could have proof that the payment was sent to Loancare. She provided me with a confirmation # of XXXX and trace # XXXX. At that time, the gentleman told me I would be receiving my refund and nothing further was needed. Towards the end of the call, he read a note in his system that was posted at XXXX stating the payment would be rejected. The telephone call that I made to Loancare was at approximately XXXX XXXX and lasted over an hour. I asked him why he kept me on the pone for so long if there was already a note about my payment entered into the system. He ignored my question. I asked for a supervisor call back and never received it. I called back on XX/XX/XXXX, and spoke with several representatives that could not help, but only offer a supervisor call back which I never received.
I called back on XX/XX/XXXX. I spoke with XXXX XXXX. She works in loss mitigation and told me she did not see the payment and advised me that my loan had just gone to foreclosure. She went further to advise me that if I had called yesterday ( which was a Sunday ) they could have offered me an in-house payment plan. I explained to her that no one ever mentioned an in-house plan as a step before foreclosure, and that I should be able to take advantage of it since all of the representatives that I spoke with were clearly negligent by not educating me about my options. In the midst of that, I had already resubmitted my 2nd loss mitigation application and was waiting for further instructions. Ms XXXX advised that she would document the call, but that should could not help me with a payment arrangement. She transferred me to Collections where I demanded to speak with a supervisor. I spoke with a young lady who said my payment was sent back to me and gave me the confirmation and tracking number that was given to me by XXXX XXXX. I explained to her that the numbers she gave me were not for the return of the money, and that whoever input the note did it incorrectly as several reps had tried giving me that same number and telling me it was for my payment being sent back to me. After waiting on hold for quite a while, I was transferred to a supervisor named XXXX on the west coast, agent ID XXXX. He listened to my concerns with perceived compassion and assured me that he would research the payment. He also gave me the confirmation that was listed in the notes, but it was the same confirmation number that was given to me by XXXX XXXX. He said he would research and follow up.
I called back on XX/XX/XXXX and spoke with a rep that was able to instant message XXXX on the west coast. She relayed a message from him saying that the cashiers department needed proof of payment in writing. At that point I had become furious because 6 days were wasted. I could have requested that while I had the XXXX XXXX representative on the phone on XX/XX/XXXX. I became IRATE and was placed in the manager queue. A manager answered the phone and as I began to yell out of frustration, he disconnected the call. I called back and was finally able to speak to a manager in Loss Mitigation named XXXX. At that point I was severely stressed and hypertensive and needed to ask my XXXX year old daughter to get out of the car and go into XXXX so she would not have to see me having a nervous breakdown. XXXX was able to calm me down and told me that I can be placed on a payment arrangement where I would pay half of the past due ( 5 months ) and the remaining amount would be split up over 5 or 6 payments. She said I would need to do this through the Collections Department. I thanked XXXX for caring and helping me and told her I would call Collections the next day.
On XX/XX/XXXX, I called Collections and asked for the payment plan and was told, very rudely, that XXXX was wrong. I explained that I was very frustrated with the handling of my situation by SEVERAL reps and that someone should be able to help me. The young lady came back to the phone and said her manager would make an exception and accept 4 payments by XX/XX/XXXX. I told her that I should be given what I was originally offered and she rudely told me we are making an exception for you because this is the first time this has happened. Her tone was rude and condescending so I asked for her manager. Unfortunately I was on my lunch break and could not hold because we have to punch in right at XXXX or face penalty points. I called back later that evening and demanded to speak with a Team Lead or manager in Loss Mitigation. I was able to reach XXXX who listened to me very attentively and agreed that XXXX was wrong, but said he would do what he could to help me. I told him I DO NOT WANT A MODIFICATION and I just needed time to get a lump sum together to get out of foreclosure. He gave me the email to request the reinstatement amount and suggested that I follow up with my bank for proof of payment of the {$1000.00} that was sent on XX/XX/XXXX. Because XXXX was able to listen to my concerns, I asked if he would ask someone to research ALL of my calls and review the timeline of events in an effort to offer some kind of consideration or discretion since I feel that Loancare was very negligent in presenting me pertinent information that could help to save my house. XXXX said he would review everything.
Because this situation has caused me a great amount of stress, I waited 9 days to call back. I called back today and spoke with XXXX in Loss Mitigation. She said she would have XXXX call me back with the status of his research. I have not heard anything as of XXXX on XX/XX/XXXX, the writing of this letter.
My loan is 5 months past due and I currently have 2 and a half payments that I can send in, but I need to be assured that they will process towards payments.
Loancare has also told me that they dont take payments when a loan is this far behind, but if you review my account, you will see that they have.
Loancare has not even investigated my original Loss Mitigation packet that was mailed in on XX/XX/XXXX. I have enclosed a copy of the receipt with tracking number that was sent to zip code XXXX and reported as received. I understand that the Loss Mitigation Packet was sent with the payment, but I find it very hard to believe that it is the companys policy to shred anything that is not a payment.
I sent a complaint to Loancare several times between XXXX and now asking that they review EACH AND EVERY PHONE CALL so that corrective action can be taken immediately to help me save my home. Furthermore, I NEVER RECEIVED A BREACH LETTER FROM LOANCARE.
I spoke with XXXX in Loss Mitigation on XX/XX/XXXX. He assured me that I was in good shape and that my account was being reviewed by the underwriter. After over a week without any communication from LoanCare, I called on Monday XX/XX/XXXX and was told by a representative that my Loss Mitigation Request was set up for trial payments in the amount of {$1000.00} for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told that I would receive documentation by XXXX or XXXX in the next few days. On Wednesday XX/XX/XXXX, I called LoanCare and was told that I was denied. This is yet another instance of LoanCare giving me incorrect information, furthering my distress with this matter.
I called XXXX for clarification, he said he would reach out to the underwriter and get back to. As of the date of this letters update ( XX/XX/XXXX ), I have not heard from XXXX. My account has now gone 6 months past due, and this could have been prevented at the 4 month mark.
On Thursday XX/XX/XXXX, I received an email from Loancare that had been forward y an attorneys office indicating the payoff amount for my loan. However, I requested a REINSTATEMENT amount back on XX/XX/XXXX. In addition, the payoff letter expired XX/XX/XXXX, but I did not receive it until XX/XX/XXXX. Also, when I got home that night, I received a letter from LoanCare address to me and XXXX XXXX regarding a pre-foreclosure sale. I called LoanCare and spoke with XXXX and asked if there was any information in my file that LoanCare had received my complaint. XXXX indicated that I could call XXXX and file a complaint. I called that number and left a voicemail.
On Friday XX/XX/XXXX, I called XXXX AFTER XXXX Eastern Time and the recording stated they were closed. The previous recording stated there hours were Monday through Friday XXXX to XXXX Eastern Time. I called Loancare and spoke with XXXX in Loss Mitigation who advised that I would get a supervisor call back the same day. I never received the call.
LoanCare is NOT interested in me keeping my home, but only in taking it from me so they can profit. They have stalled, lied, miscommunicated and misrepresented information on NUMEROUS occasions throughout this ordeal which has caused me a significant amount of stress. I have called numerous times over the past 7 weeks and been given inaccurate information on numerous occasions. I have NEVER received a follow-up call from a supervisor and at this point need this situation ESCALATED to HIGH MANAGEMENT.
THE BOTTOM LINE IS THIS : LOANCARES REPRESENTATIVES FAILED TO INFORM ME DURING SEVERAL PHONE CALLS IN THE IN THE MONTH OF XX/XX/XXXX THAT I COULD DO AN IN-HOUSE REPAYMENT PLAN AND I WAS TOLD ON XX/XX/XXXX THAT I WAS ONE DAY LATE AND MY HOME WAS SENT TO FORECLOSURE. IT IS BECAUSE OF LOANCARES NEGLIGENCE THAT MY HOME IS IN FORECLOSURE. I AM REQUESTING ALL TELEPHONE CALLS BE PULLED AND INVESTIGATED TO PROVE THAT LOANCARE IS AT FAULT FOR MY LAON REACHING THIS LEVEL. I HAVE 5 PAYMENTS THAT I CAN SEND IN BUT THEY ARE REFUSING AND DECIDED TO PLACE MY HOME IN FORECLOSURE SO THAT THEY CAN PROFIT FROM IT.
PLEASE REVIEW THIS INFORMATION THOUROUGHLY SO THOSE RESPONSIBLE CAN BE HELD ACCOUNTABLE AND I CAN RESUME PAYMENTS ON MY MORTGAGE.
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| 11/28/2018 |
Yes |
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- Trouble during payment process
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Web |
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The complaint I have is with loancare my mortgage servicer. I received a notice in the mail from Loancare dated for XX/XX/XXXX which was a notice of servicing transfer effective XX/XX/XXXX. The statement says that after XX/XX/XXXX loancare will no be collecting mortgage loan payments from me. Since I had just set my payments up to begin on auto draft in XXXX, I called Loancare to stop the auto draft. The representative I spoke to gave me the same information about my loan being transferred and said that I would receive a letter in the mail from XXXX XXXX, the new loan servicer and she advised me to wait until after XX/XX/XXXX to make a payment to make sure all loan information had been transferred to XXXX XXXX. She stopped the auto draft from occurring and that was the end of that conversation. I received the welcome letter in the mail from XXXX XXXX around XX/XX/XXXX, so I said I would wait a couple more days before I made my mortgage payment to make sure everything was in place to ensure I didnt have any problems. I then received a letter from Loancare dated XX/XX/XXXX stating the previous notification I received from Loancare that the servicing of my loan being transferred to XXXX XXXX ( XXXX XXXX ) effective XX/XX/XXXX was sent in error and that my loan would remain with Loancare. By this time, it was XX/XX/XXXX when I received that notice in the mail. I then received a delinquent notice in the mail from Loancare dated XX/XX/XXXX so I called to see what was going on and to make my payment. If I am not mistaken was around XX/XX/XXXX when I received the notice dated XX/XX/XXXX. I made the payment with the representative. I noticed after a week and the payment still hadnt come out, I called back to see why my mortgage payment had not came out of my account. The representative told me I needed to wait a couple more days because sometimes it can take up to 10 days for the payment to come out. I said ok. After XX/XX/XXXX came and went, I called back XX/XX/XXXX and ask again why my XXXX mortgage payment hadnt come out of my account and why am I getting calls daily saying my account is delinquent if I have made a payment. The representative I spoke with told me that there was a dash in my account number which caused the payment not to go through. This confused me as I told her because I have been banking with the same institution for years and Loancare has always had my account number and routing number, so I am unsure how the dash got there. That representative transferred me to another representative in collections who preceded to tell me I would have to pay XXXX in order to make a payment and then I would have paid a late fee because Loancare tried to send the payment to my account and it didnt go through. I told her she would not charge me XXXX and I would not pay a late fee for something Loancare didnt do because I was looking at my account and the money was there, and I have overdraft protection on my account so if the money wasnt there it still would have gone through. So, I asked to speak with a supervisor, so she said if I agree to set the payments for XXXX again, a XXXX payment and set auto draft beginning XXXX she would waive the XXXX fee and late fee. I said ok because I just wanted my mortgage paid. The confirmation number she gave me were XX/XX/XXXX payment XXXX, XX/XX/XXXX payment XXXX and XX/XX/XXXX auto draft. The daily phone calls continued, it was just an automated system saying contact Loancare. When I called XXXX the automated system would tell me my loan balance was XXXX and then ask if I wanted to more options and of course every time I chose to speak with someone. Every time I would contact Loancare I would get a different answer about why the payment hadnt come out. Then XX/XX/XXXX I received a packet in the mail dated XX/XX/XXXX about receiving financial assistance, so I called, the representative told me not to worry about anything because Loancare had an open case on me and everything should be settled by XX/XX/XXXX. I asked him if I needed to send them a Cashiers check because it was evident that there was a problem with their system. He said no it should be fixed by XX/XX/XXXX, I said ok, but I also said let me call XXXX XXXX to see if they have my mortgage. XXXX XXXX said no, your mortgage was transferring to XXXX XXXX but Loancare said it was a mistake and it didnt fully transfer. XXXX XXXX stated in their system it just shows my mortgage as onboarding and that was for XXXX. Since it was the holidays, I said I would be patient and wait to see if the money came out after the holidays. Then XX/XX/XXXX, the mailman brings me a certified letter from Loancare stating my mortgage loan is past due and in default. The letter states, I need to be advised that an inspection of the property securing the loan will be requested before the end of this month due to the delinquent status of my account. I may be responsible for the payment of a fee for this service. The letter goes on to say I need to contact the Collections Department as soon as possible so we can schedule a face to face meeting before the third monthly payment is due on XX/XX/XXXX. Then XXXX XXXX some man is ringing my doorbell repeatedly early in the morning as if I dont work. So, I finally go answer and he says Loancare sent him to give me this paper. I told him to take the paper back Loancare and tell them I said that and slammed my door. I then called Loancare apologized to the representative and became very irate. The representative and her supervisor tried to figure out what was going on with my account and tried to set up more payments but this time a little honesty came out. The payments hadnt been going through because they couldnt be submitted because in Loancare system it shows my mortgage is with XXXX XXXX and you cant have two servicers. Per the representative, it was allowing them to set the payments up but not allowing them to submit the payments. I was then told the issue would be escalated to another department because they couldnt assist me, and someone would call me back XX/XX/XXXX. I did receive a call XX/XX/XXXX but it was to discuss short sell options for my house. So, again I became irate because Loancare has my mortgage payments in their system and they are calling me about short sell or other options. So, I was transferred to about four different people and had to tell my story to everyone and no one could help me. Everyone I talked to look in the system and would say, your right you shouldnt be getting those notices or calls because I can see where your payments have been set up. The last person I was transferred to was a supervisor in loss mitigation. I knew she was lying, and I let her know I knew she was lying because she proceeded to tell me that my loan was with XXXX XXXX because Loancare doesnt send out letters like the letter they sent me dated XX/XX/XXXX so that had to be a scam. I asked her at that point if she would like for me to scan the letter and email it to her because I was still at work and it would be no problem. Needless to say, she told me she would send me the welcome letter from XXXX XXXX because Loancare doesnt have my mortgage loan and she verified my email address. Lets just say its XX/XX/XXXX and I have yet to receive the email. I called XXXX XXXX back XX/XX/XXXX just to verify what the lying supervisor who works for Loancare was saying. So, XXXX XXXX verified again that they dont have my mortgage loan but the person I spoke with transferred me to a supervisor who said someone would call me XX/XX/XXXX. I did speak with someone from XXXX XXXX XX/XX/XXXX and told her everything that happened from the beginning. She said give her a couple hours she needed to reach out to Loancare and their onboarding department to find out exactly what was going on because they dont have my mortgage loan. The person from XXXX XXXX did call me back and verified that XXXX XXXX does not have my mortgage loan, that they were supposed to get it but Loancare said it was a mistake and never transferred it to them so the only thing they have is a skeleton case. Then at XXXX XX/XX/XXXX, I received an email from Loancare with a ticket number and a welcome packet dated XX/XX/XXXX. Besides the date being wrong all the information in the welcome letter is wrong. My mortgage payments are wrong in the welcome letter and still I havent received a phone call. Also, after talking to XXXX XXXX XX/XX/XXXX I called Loancare back and spoke with a representative who again told me the reason my payments were not going through was because every time someone went into my account, they were doing maintenance on my account which was causing the payments not to go through. Again, I listened and went with this false truth and she asked if I would be willing to set up a payment for XXXX because thats two months and I said sure because I havent once said I couldnt pay my mortgage. The confirmation number she gave me was XXXX. She again verified the same account number and routing number I have been using since I bought my house and said she would call me XX/XX/XXXX and verify if the payment went through or if it didnt, she would escalate it to another department but either way she would call me. Its XXXX XXXX XX/XX/XXXX and I have not received one call from Loancare. When I got off work yesterday there was a notice in my door letting me know that, At the request of Loancare, XXXX XXXX XXXX, an independent field inspector performed an inepction of the property. If the property is occupied, Loancare requests that you please contact their Customer Service Center at XXXX. At this point I am just tired!!!!! This is beyond embarrassing, its harassing, poor customer service. If Loancare wants their property they can have it, I DO NOT and WILL NOT accept this going on my credit when I have set up numerous payments. I have talked to numerous representatives, I have talked to representatives while at work, not having a place to go so people wouldnt be in my business because this needed to be handled. Still no results. Now I still must sit at work today, try to figure out where me and my child will live because a company just has poor customer service, and nobody wants to reach out and say anything but that they did an inspection of the home. Its not my fault that Loancare doesnt have an adequate system or staff that will escalate problems so that accounts are paid before it gets to this point. This is just poor customer service period. I have called Loancare repeatedly beginning in XXXX and its documented in their system the representative read that to me when I called XX/XX/XXXX this has gotten nowhere. I work with the public and know this is not the way to handle business by no means. When I first called in XXXX the beginning of XXXX this case should have been sent to someone to fix it or a ticket called in on it. Instead, I get harassed the entire month of XXXX. This is sad, poor customer service. I been working in customer service for 14 years and never have a seen anything like this. Then to be told my loan is with another company by a supervisor, I am a supervisor for my company. Yet the same company she works for turned around the next day and did an inspection on my home. Makes me wonder if her and her children have a nice warm home to sleep in without any worries.
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| 04/03/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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Notice and Demand to Cease and Desist ALL Collection Activities Prior to Validation of Purported Debt, FRAUD!
RE : XXXX XXXX XXXX, XXXX XXXX, YOUR NEW LOAN NUMBER : XXXX, XXXX XXXX XXXX XXXX XXXX FL XXXX, Your Servicing Transfer and LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX NOTICE TO AGENT IS NOTICE TO PRINCIPAL ; NOTICE TO PRINCIPAL IS NOTICE TO AGENT ATTENTION : Title President XXXX XXXX XXXX and LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX FRAUD! I DO NOT CONSENT! Cruden v. Neale 2, N.C 338 ( 1796 ) 2SE REFUSED FOR CAUSE WITHOUT DISHONOR UCC 3-501 2-207 ( 2 ) ( C ) I feel this matter is serious and wish to deal within in writing. I do not give you permission to contact me by telephone. I will be logging the dates and times of your calls and messages. I must warn you that they will know constitute harassment and I may take action under Section 1 of the Protection from Harassment Act 1997.
I confirm that I have received a written communication from you dated XX/XX/XXXX wherein you make reference to the above captioned matter. It is apparent that you are acting on the presumption that we had a contract or agreement. I am unaware of this contract or agreement between LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. I dont understand how to respond to you in as much as I am unaware of any contract relationship between us. This account fraudulently opened in our names with LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX are debt collectors Under the FDCPA. A debt collector does not have the right to communicate without a prior written consent period. XXXX5 U.S. Code 1692e - False or misleading representations and multiple violations of Federal Debt Collection Practices Act ( FDC PA ).
The use of any false representation or deceptive means to collect or attempt to collect any debt or to obtain information concerning a consumer. 15 U.S. Code 1692 B ( 2 ) not state that such consumer owes any debt ;. 15 U.S. Code 1692 A 5. 15 U.S. Code 1692d. Harassment or abuse. Title 8 USC 809. Validation of debts [ 15 USC 1692g ]. A debt collector does not have the right to communicate without a prior written consent period. FDCPA VIOLATIONS, my CONSUMER RIGHTS TO PRIVACY and multiple VIOLATIONS of FDCPA state and Federal laws, fraud, aggravated identity theft, extortion, theft by deception, intentional act of fraud and GROSS MISREPRESENTATION. LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX is attempting to collect a debt on the basis of fraud!
As a courtesy I will entertain this presentment by demanding you to validate the alleged debt within thirty ( 30 ) days of the date of this Notice. Failure to properly respond and continue with collections activities will be follow up with my FTC, CFPB complaint, fee schedule, and lawsuit. This is NOT a request for statement/agreement, fraudulent copies from XXXXXXXX XXXX XXXX and is not to be treated as one.
Please provide all the requested documentation requirements on the Notice and Demand to Cease and Desist Collection Activities Prior to Validation of Purported Debt for account # XXXX.
1. This is an attempt to validate a debt, against LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX the parties of which collectively be known as a debt collector, under the Federal Debt Collection Practices Act ( hereinafter FDC PA ). I am exercising my legal right to validate a debt that this agency claim is owed.
2. This response is not a refusal to pay, this is my conditional acceptance pursuant to conditions being met as required by the Fair Debt Collection Practices Act ( hereinafter FDCPA ), 15 USC 1692g sec. 809 ( b ), and other applicable laws. I accept this claim, contingent upon the debt collection ( s ) providing verifications and validation as follow : A ). I demand you to provide verification of the claim that this account number # XXXX, is not paid in full. I have seen no evidence to support any allegations to this contrary, and I believe no such evidence exists.
B ). I demand proof of claim that LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX is the original holder in due course or the proper and valid assignee of the alleged obligatory instrument on account of account # XXXX. Your proof must include the evidentiary requirements of section ( a ) and ( b ). To provide proof you must exhibit an original, or a genuine instrument in accordance with the UCC inter alia, Florida Law, 3-501 ( B ) ( 12 ), and any local applicable laws, inclusive of the genuine original promissory note and genuine original allonge ( s ) Showing chain of title, and the official accountant ledger.
C ). To provide proof you must exhibit an authoritative copy of the Obligatory instrument or Record, Timed and date stamped, which identifies LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX as the assignee of the alleged secure party as the assignees of the record or records. To be valid, copies or revisions that add or change the assignee of the authoritative copy can be made only with the participation of the secured party pursuing you UCC 9-105.
3. I demand proof that the account number # XXXX does not reflect a XXXX XXXX XXXX ) balance. I have seen no proof to support your allegation and I believe no such proof exists.
4. Upon providing documentary evidence which challenges the authentic statement of accounting annexed hereto, then demand is placed upon you to provide a complete financial audit and accounting of account # XXXX to show all ledgering ( credit and debit ) resulting in the incrementing balance, pursuant UCC 9-210. The audit and accounting shall be conducted in accordance with the generally accepted government auditing standards, the comptroller Generals standards for audits of the federal organizations, OMB circular A-732 as basic audit criteria for federal agencies.
5. 15 U.S. Code 1681b - Permissible purposes of consumer reports. Permissible purposes of consumer reports. Impermissible purpose Violations and privacy violations.
XXXX. According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify - through the physical verification of the original signed consumer contract - any and all accounts you post on a credit report.
I understand that you shouldn't be allowed to put any information on my file unless I have authorized it. Please, either provides me with strict proof I authorized this accounts # XXXX such as signed applications or contracts in wet ink signature and the actual accounting showing a loss. Do not place any negative derogatory information on my credit file, pursuant Fair Credit Reporting Act.
NO CONTRACT!
Only discharge of debt, acceptance and return for discharge.
NOTICE TO AGENT IS NOTICE TO PRINCIPAL ; NOTICE TO PRINCIPAL IS NOTICE TO AGENT I hereby give you thirty ( 30 ) days to reply to this notice from the above date. Your failure to provide with substance the aforementioned documentation within thirty ( 30 ) days, from the above date of this notice, to validate the alleged debt, will constitute your agreement to the following terms : 1. That the alleged debt did not exist in the first place 2. It has already been paid in full; dissolved 3. That any damages XXXX XXXX and XXXX XXXX XXXX suffer, you will be held culpable.
4. You will no longer pursue this matter any further.
5. You agree to pay all fee schedules ( {$500.00} daily Administration, postage, copy charges and assessments and cost of collector fees.
6. You agree with me putting a commercial lien on LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX and anyone involved with alleged debt.
Please, either provide me with strict proof I authorized any of these accounts such as signed applications or contracts in wet ink signature and the actual accounting showing a loss.
Under the Fair Debt Collection Practices Act Section 805 ( C ), it is my right to request that you cease and desist contact with me. I am exercising my right to do so with this letter. I request that you immediately CEASE and DESIST all actions with me. With this notice, under the law, you can now only contact me to : 1. To advise me that your company 's further efforts are being terminated.
2. To notify me that your company may invoke specified remedies which are ordinarily invoked by such debt collector or creditor ; or Where applicable, to notify me that your company intends to invoke a specified remedy. Please provide strict proof of authorizations by sworn affidavit or I will have no other alternative than to have my local Congressman promptly forward a formal complaint to the Federal Trade Commission or contact Attorney General for further scrutiny of this matter and a lawsuit for tax fraud, fraud, aggravated identity theft, extortion, theft by deception, intentional act of fraud, GROSS MISREPRESENTATION and etc. Flint Edwards, Carlyne Desir V. Midland Mortgage Case No. XXXX XXXX. XXXX One Million dollar lawsuit against XXXX XXXX XXXX and Carlyne Desir v. LVNV Funding LLC case # XXXXXXXX XXXX XXXX XXXXXXXX and XXXX XXXX for violations of FDCPA. Please correct the billing error, discharge debt and report to the credit bureau paid in full for six month. Settle and close fraudulent account as fully paid and release the lien with XXXX XXXX Florida by XX/XX/XXXX. We need mortgage Satisfaction, release of Lien and dismissal of current and future court actions from LoanCare , LLC on behalf of XXXX XXXX XXXX XXXX XXXX or I will file a lawsuit for fraud and etc.
UCC 3-501 also requires servicer to show authority to make demand for payments, if it does not own the note, but is merely servicing it. In the event a note holder or servicer or will not exhibit the note or perform other legal requirements when requested to do so by the borrower, this UCC section allows the borrower to discontinue payments WITHOUT DISHONOR until such time as the note holder or servicer complies with all laws or contract provisions.
If we make any payment under duress, coercion, forced and protest. Where an unjustified payment or transfer of some kind has been induced by duress, in a situation where there is no contractual relationship between the parties, the aggrieved party will be entitled to reclaim the payment or transfer. Money paid under duress can be recovered back.
15 U.S. Code 1681n - Civil liability for willful noncompliance. 15 U.S.C. 1681o - U.S. Code- Unannotated Title 15. Commerce and Trade 1681o. Civil liability for negligent noncompliance. 15 U.S. Code 1640 - Civil liability with respect to any failure to make disclosures. 15 U.S.C. 1611 - Criminal liability for willful and knowing violation.
All prior Powers of Attorney, all other prior presumed or granted Executorships, Trust, MERS and Agency relationships are terminated.
PRIVITY OF CONTRACT!
BY : XXXX XXXX and XXXX XXXX All Rights Reserved, Without Prejudice, U.C.C. 1-207, 1-308, 1-103 By : XXXX XXXX and XXXX XXXX, Secured Party Creditor , Authorized Executor of the Estate XXXX XXXX XXXX, XXXX XXXX.
Executrix of the XXXX XXXX XXXX, XXXX XXXX.
Registered XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, FL XXXX
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| 08/26/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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To Whom It May Concern : I am communicating with you directly as requested regarding concerns/ issues with my credit report. This letter represents my formal request to again dispute the aforementioned accounts as well as inquiries which are illegally being reported on my account. It was communicated to me to reach out to each individual agency to expedite the removal. As of the date of this letter, it has been over thirty days with no compliance to the Fair Credit Reporting Act ( FCRA 15 U.S.C. 1681 ) enacted by the United States Congress. By their findings, it is now my legal right to have these accounts and inquiries ( FCRA 15 U.S.C. 1681n ) removed. I understand the individual in receipt of this letter is most likely not an attorney. Therefore, I have attached the laws and definitions to educate any person of my legal rights in the United States of America. I appreciate you understanding how this adversely affects me and is in violation of my rights. Thank you for helping me take this federal matter seriously! Regards XXXX XXXX Accounts Requiring Immediate Updating : LOANCARE LLC with account # XXXX for an account that has already been PAID but is reporting inaccurately on XXXX and XXXX with Late Payments. It is reporting correctly on XXXX as CLOSED AND PAID with NO LATE PAYMENTS.
Unapproved Inquiries Please be aware the following inquiries are plaguing my report. I have communicated with the agencies whom I believe to be responsible for this violation. I have not received any correspondence for the following accounts below. Please remove these adverse inquiries immediately.
US SM BUS ADMIN ODA XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XX/XX/XXXX ; XXXX XXXX XXXX XXXX XX/XX/XXXX ; XXXX XXXX/XXXX XXXX XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XXXX XX/XX/XXXX ; XXXX/XXXX XXXX XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XXXX XXXX/XXXX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XXXX XX/XX/XXXX ; XXXX XXXX XX/XX/XXXX ; XXXX XX/XX/XXXX ; XXXX XXXX XX/XX/XXXX ; XXXX XXXX XXXX XXXX XX/XX/XXXX 15 U.S. Code 1681 - Congressional findings and statement of purpose ( a ) Accuracy and fairness of credit reporting The Congress makes the following findings : ( 1 ) The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. ( 2 ) An elaborate mechanism has been developed for investigating and evaluating the credit worthiness, credit standing, credit capacity, character, and general reputation of consumers. ( 3 ) Consumer reporting agencies have assumed a vital role in assembling and evaluating consumer credit and other information on consumers. ( 4 ) There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. ( b ) Reasonable procedures It is the purpose of this subchapter to require that consumer reporting agencies adopt reasonable procedures for meeting the needs of commerce for consumer credit, personnel, insurance, and other information in a TYPE OF ISSUE Information belongs to someone else manner which is fair and equitable to the consumer, with regard to the confidentiality, accuracy, relevancy, and proper utilization of such information in accordance with the requirements of this subchapter. 15 U.S. Code 1681a - Definitions ; rules of construction ( a ) Definitions and rules of construction set forth in this section are applicable for the purposes of this subchapter. ( b ) The term person means any individual, partnership, corporation, trust, estate, cooperative, association, government or governmental subdivision or agency, or other entity. ( c ) The term consumer means an individual. ( d ) Consumer Report. ( 1 ) In general.The term consumer report means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumers credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumers eligibility for ( A ) credit or insurance to be used primarily for personal, family, or household purposes ; ( B ) employment purposes ; or ( C ) any other purpose authorized under section 1681b of this title. ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; ( ii ) communication of that information among persons related by common ownership or affiliated by corporate control ; or ( iii ) communication of other information among persons related by common ownership or affiliated by corporate control, if it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer is given the opportunity, before the time that the information is initially communicated, to direct that such information not be communicated among such persons ; ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ; ( C ) any report in which a person who has been requested by a third party to make a specific extension of credit directly or indirectly to a consumer conveys his or her decision with respect to such request, if the third party advises the consumer of the name and address of the person to whom the request was made, and such person makes the disclosures to the consumer required under section 1681m of this title ; or ( D ) a communication described in subsection ( o ) or ( x ). [ 1 ] ( 3 ) Restriction on sharing of medical information.Except for information or any communication of information disclosed as provided in section 1681b ( g ) ( 3 ) of this title, the exclusions in paragraph ( 2 ) shall not apply with respect to information disclosed to any person related by common ownership or affiliated by corporate control, if the information is ( A ) medical information ; ( B ) an individualized list or description based on the payment transactions of the consumer for medical products or services ; or ( C ) an aggregate list of identified consumers based on payment transactions for medical products or services. ( e ) The term investigative consumer report means a consumer report or portion thereof in which information on a consumers character, general reputation, personal characteristics, or mode of living is obtained through personal interviews with neighbors, friends, or associates of the consumer reported on or with others with whom he is acquainted or who may have knowledge concerning any such items of information. However, such information shall not include specific factual information on a consumers credit record obtained directly from a creditor of the consumer or from a consumer reporting agency when such information was obtained directly from a creditor of the consumer or from the consumer. ( f ) The term consumer reporting agency means any person which, for monetary fees, dues, or on a cooperative nonprofit basis, regularly engages in whole or in part in the practice of assembling or evaluating consumer credit information or other information on consumers for the purpose of furnishing consumer reports to third parties, and which uses any means or facility of interstate commerce for the purpose of preparing or furnishing consumer reports. ( g ) The term file, when used in connection with information on any consumer, means all of the information on that consumer recorded and retained by a consumer reporting agency regardless of how the information is stored. ( h ) The term employment purposes when used in connection with a consumer report means a report used for the purpose of evaluating a consumer for employment, promotion, reassignment or retention as an employee. ( i ) Medical Information. The term medical information ( 1 ) means information or data, whether oral or recorded, in any form or medium, created by or derived from a health care provider or the consumer, that relates to ( A ) the past, present, or future physical, mental, or behavioral health or condition of an individual ; ( B ) the provision of health care to an individual ; or ( C ) the payment for the provision of health care to an individual. [ 2 ] ( 2 ) does not include the age or gender of a consumer, demographic information about the consumer, including a consumers residence address or e-mail address, or any other information about a consumer that does not relate to the physical, mental, or behavioral health or condition of a consumer, including the existence or value of any insurance policy. ( j ) Definitions Relating to Child Support Obligations. ( 1 ) Overdue support. The term overdue support has the meaning given to such term in section 666 ( e ) of title 42. ( 2 ) State or local child support enforcement agency. The term State or local child support enforcement agency means a State or local agency which administers a State or local program for establishing and enforcing child support obligations. ( k ) Adverse Action. ( 1 ) Actions included.The term adverse action ( A ) has the same meaning as in section 1691 ( d ) ( 6 ) of this title ; and ( B ) means ( i ) a denial or cancellation of, an increase in any charge for, or a reduction or other adverse or unfavorable change in the terms of coverage or amount of, any insurance, existing or applied for, in connection with the underwriting of insurance ; ( ii ) a denial of employment or any other decision for employment purposes that adversely affects any current or prospective employee ; ( iii ) a denial or cancellation of, an increase in any charge for, or any other adverse or unfavorable change in the terms of, any license or benefit described in section 1681b ( a ) ( 3 ) ( D ) of this title ; and ( iv ) an action taken or determination that is ( I ) made in connection with an application that was made by, or a transaction that was initiated by, any consumer, or in connection with a review of an account under section 1681b ( a ) ( 3 ) ( F ) ( ii ) of this title ; and ( II ) adverse to the interests of the
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| 01/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare I do not know which address is correct because Ive been given all the below addresses : LoanCare XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX LoanCare , LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX To Whom It May Concern : PLEASE CONTACT ME IMMEDIATELY AT THE ABOVE EMAIL ADDRESS AND/OR PHONE NUMBER TO ADDRESS MY LETTER.
I am writing this letter to document the gross inconsistencies in information, communication, and directives from LoanCare which have resulted in my mortgage situation slipping through the cracks and LoanCare grossly violating my rights as a mortgage holder and LoanCare engaging in fraud.
My mortgage was sold in XX/XX/XXXX after I was approved for a permanent modification. Between XX/XX/XXXX and XX/XX/XXXX, I WAS NEVER TOLD via email, paper mail, or phone to : Refresh my modification paperwork, Make trial payments, Clarify paperwork, Provide additional documentation, or Any other reasonable and necessary communication re : my mortgage and the status of it.
Instead, EVERY TIME I proactively corresponded with LoanCare I was told they have what they needed and to wait to hear from them. THEN, more than FIVE months after the transfer of my mortgage and the confirmation of the receipt of my final modification paperwork I was sent a bill for {$55000.00}.
I have been : Making qualified written request to the email address given to me by LoanCare representatives, Requesting responses to my inquiries, Asking for accurate information re : the status of my account, and Repetitively offering to make payments, all which have fallen on deaf ears and I have not received any written responses. Additionally for the past 9 months I have been received inconsistent instructions from LoanCare. I can not get a straight response, and have not been able to. Please see the end of this letter for specific rights which have been violated.
I want my permanent modification honored and to be able to start paying my approx. {$2000.00} per month immediately that I have been requesting to do since XX/XX/XXXX. I want the past due amount added back to my loan as XXXX approved to do in the permanent modification. This was settled and determined with XXXX BEFORE my loan was sold to you.
This letter is my last attempt to receive a resolution to this situation before I get : my attorney, the Texas Department of Savings and Mortgage lending, the Federal Trade Commission, and the Consumer Financial Protection Bureau, involved.
I will not continue to allow myself, my mortgage, my credit report, and my emotions to be collateral damage from the sale of my loan from XXXX to LoanCare and I will not continue to be ignored and bullied.
I am alleging fraud by LoanCare. I understand that the transfer of mortgage is a logistical and paperwork challenge. However, it is fraud that LoanCare sent me a bill dated XX/XX/XXXX alleging that I have 6 delinquent payments, but I never received ANY notice of the payments via paper mail, email, or telephone call. Each time I call or email I never get an answer, am treated extremely disrespectfully, and my repetitive requests to begin paying are denied.
Below please find the timeline of facts. Written proof of these emails and proactive written correspondence are attached.
XXXX XXXX letter confirming forbearance program extending my temporary payment break to XX/XX/XXXX XXXX XX/XX/XXXX Trial Payment XXXX XX/XX/XXXX Trial Payment XXXX XX/XX/XXXX Trial Payment XXXX XXXX Permanent Modification Approval Letter.
I spoke to XXXX and was told that I would start paying again and it would be around $ XXXX/month and once I sent in my final modification paperwork, they would resume billing.
XXXX I received the notice that my loan had been transferred to XXXX from LoanCare.
I immediately called the LoanCare phone number and spoke with XXXX.
She assured me XXXX was sending my PERMANENT MODIFICATION DOCUMENTS and she asked me to send a copy of those documents to the email address : XXXX, which I did.
I also indicated I travel a lot so the best way to reach me is phone or email and I included my contact information.
I registered my online account and was given a confirmation email, with the email address for customer service.
I also registered for e-statements.
The e-statement confirmation states : A notice will be generated to you at your email address listed on the website. This notice will inform you that your statement is available for viewing on the website.
TO THIS DATE I HAVE NEVER RECEIVED A NOTICE ( or any statements ) AT MY EMAIL ADDRESS!!!
XXXX I sent another email.
XXXX I sent another email because when I called loss mitigation I was told that you are working on it and someone would be in touch.
XXXX I sent another email and I called and was finally able to get into the phone system. I spoke with XXXX. At first he said he needed some paperwork and sent me some documents. Then, a minute later he said Nevermind, I see it right here, you dont need to do anything and he confirmed that you have my paperwork and he told me it was being worked on and I need to sit tight.
At this point I was very concerned because I realized I should have started paying in XXXX or XXXX.
I offered to start paying and told him that I was happy to do so. He told me you would not receive payments at that time and that I just needed to wait until you finish processing my paperwork.
He told me to wait a month or so, and then call back. I was traveling and out of the country XXXX and early XXXX.
XXXX I received an email showing my property taxes were paid.
This email confirmed that XXXX is the address to which I should be sending correspondence, which is what Ive been doing.
From your email to me : If you have any questions about your account or need assistance, please email us at XXXX.
XXXX I sent ANOTHER email and tried to call THREE times. The phone system would not allow me in and I was never able to reach anyone.
Again, I offered to start paying and wanted to get this situation resolved.
My email was met with this response : This email address is no longer being monitored. If you are a customer, please log into our website and submit your request using the self-service options.
XXXX I sent another email via the system and was finally able to speak to someone at LoanCare.
The first person I spoke with was named XXXX. She was extremely disrespectful to me and did not listen to my situation. I was transferred to the team lead, XXXX XXXX. He told me he would look into it.
XXXX I called LoanCare again and spoke to XXXX. He told me that I owed {$59000.00} and I could lose my home.
At this point I did not understand what he was talking about because I had not received ANY NOTICES to pay or any bills, etc. in either email ( which I registered for e-statements ) or in paper mail.
He sent me paperwork and said I needed to fill it out, so I did immediately. He sent me the forms at XXXX EST and I returned them by XXXX EST, not even 2 hours later.
XXXX I called LoanCare again. I spoke with XXXX then her supervisor XXXX. XXXX admitted they received the paperwork from XXXX in a timely manner. She said it didnt get into the system.
XXXX said he would try to do what he could to help.
XXXX I spoke with XXXX at LoanCare XXXX I received my mail from my Texas address. In there were two documents. One was dated XX/XX/XXXX, the other was dated XX/XX/XXXX.
These documents were mailed to me MONTHS after I registered for e-statements and received a confirmation that you received my request. The reason I made the request was that I travel frequently and do not receive my paper mail on a daily basis.
The document dated XX/XX/XXXX alleges that I am late on my payments and lists 6 months of payments. Yet, I have NEVER received a bill for any of those. I would have HAPPILY started paying! And Each time I offered to pay via phone, I was told that I could not.
The letter dated XX/XX/XXXX says that I do not qualify for a modification. However, my modification was already approved by XXXX, the paperwork was received by LoanCare, and LoanCare did NOT ask for additional documentation until XX/XX/XXXX when XXXX emailed forms to me.
Specifically, LoanCare has violated these rights. The highlighted bolded areas are items that LoanCare violated : My rights under the Federal Fair Debt Collection Act.
Mortgage companies have a legal obligation to protect consumers during loan transfers between mortgage servicers. That means paperwork should not be lost, servicers should not lose track of a homeowner 's loss mitigation plans, and they should not hinder a consumer 's chance to save his or her home from unnecessary foreclosure.
'' Consumers should not be collateral damage in the mortgage servicing transfer process, '' said Consumer Financial Protection Bureau Director XXXX XXXX.
Your servicer also must have policies and procedures in place so that they can assign people to be your point of contact within 45 calendar days after you become delinquent on your loan. The people assigned to help you should : o Be reachable by phone o Respond to your inquiries o Give you accurate information about available loss mitigation options to avoid foreclosure and how to pursue those options, including actions you must take to submit a loss mitigation application o Have information about any loss mitigation application you have submitted A statement that the transfer will not affect any terms or conditions of your mortgage, except those directly related to the servicing of the loan.
A statement explaining your rights and what to do if you have a question or complaint about the servicing of your loan.
Under federal law, your mortgage servicer must respond promptly to written inquiries, known as qualified written requests.
If you believe youve been charged a penalty, late fee or some other fee by mistake, or if you have other problems with the servicing of your loan, write to your servicer. Include your account number and explain why you believe your account is incorrect. Send your correspondence to the address the servicer specifies for qualified written requests.
The servicer must send you a written acknowledgment within 20 business days of receiving your inquiry. Then, within 60 business days, the servicer must correct your account or determine that it is accurate. The servicer must send you a written notice of the action it took and why, as well as the name and phone number of someone to contact.
Please contact me at the above email or phone number to begin payment arrangements.
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| 01/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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Between XXXX and XXXX of 2019 my loan was transferred from XXXX to LoanCare LLC. Since I have been dealing with loan companies for over 45 years this was nothing new. I began making payments to LoanCare starting with the XX/XX/XXXX payment due date ( check # XXXX written on XXXX and cashed by LoanCare on XX/XX/2019 ).
I received a notice dated XXXX XXXX that no payment had been received. I immediately wrote to LoanCare through their web site. Finally Ms. XXXX XXXX contacted me through e-mail on XX/XX/2019 asking for copies of checks related to my loan payments. Prior to this e-mail I had sent a letter containing copy of checks, then a packet of check copies ( traceable through USPS since LoanCare has made it quite obvious that they do not seem to know what they are doing ). I sent a second traceable ( via USPS ) packet of checks since this problem was spiraling out of control. In early XXXX I received a statement ( statement date XX/XX/2019 ) indicating that I owed LoanCare {$1800.00}. I have bank copies of check # XXXX written on XX/XX/2019 and cashed on XX/XX/2019, check # XXXX written on XX/XX/2019 and cashed by LoanCare on XX/XX/2019, check # XXXX written on XX/XX/2019 and cashed by LoanCare on XX/XX/2019. Thus indicating all payments were paid in a timely manner.
In a " Payment Reminder Notice '' dated XX/XX/2019 I again was notified of payment not being received. I have copies of an e-mail on this same date between Ms. XXXX XXXX of LoanCare and myself. Ms. XXXX was requesting copies of payment checks. I informed Ms. XXXX that this would be the FOURTH time I provided proof of payment to LoanCare. I attached copies of the payment checks to the e-mail. I also advised Ms. XXXX, and attached documatation, that my credit rating had taken a dive of over 100 points due to their inability to rectify the payment issue. I also noted the cost to me so far. It was, {$0.00} for letter with check copy, {$7.00} for a traceable packet sent through USPS, and a second traceable packet sent through USPS for a second charge of {$7.00}. I feel I should not have to pay to rectify their screw-up.
On XX/XX/2019 I received a statement indicating I owe a fee of {$38.00} for having a late charge added to my mortgage payment amount owed. I paid my usual amount NOT including a completely unwarranted late payment fee. Realizing this situation is completely out of control and after checking online regarding people having issues with LoanCare LLC, I found hundreds if not thousands of complains. XXXX alone had hundreds. Many were similar, if not identical, to the situation involving myself. Some even indicate that the process even went to filing a foreclosure on people. Also I found indications of class action suits etc. Since my credit rating had been destroyed, and now I'm facing the potential of foreclosure, I had to make a terrifying decision. I needed to get away from this company before my entire life was destroyed. I felt my only recourse was to pay off the loan to get clear of this catastrophe. I'm XXXX years old and have worked for the last 25 years running XXXX XXXX XXXX XXXX. This involved working 24/7/365. I had managed to save a little money to retire on. Paying off the mortgage would destroy my savings and take all security away from life. The credit rating affected my Insurance quotes, ability to borrow money if I had an unexpected catastrophe, and basically completely negatively affected my whole world. On XX/XX/2019 I went on LoanCares web site to determine what amount I needed to pay off the loan. There is a section with a loan payoff calculator to determine payoff amount. I tried this several times yet it would not work. I contacted LoanCares customer service by phone and requested a payoff amount. The rep. told me it would be sent within a few days. Never received it!!
On XX/XX/2019 I received two letters from XXXX XXXX of LoanCare LLC. The first letter indicated that the XXXX payment was applied to my account as I stipulated by supplying copies of the payment check. Thus I was completely exonerated. The late fees were removed from my account. The second letter indicated that my credit would be updated in 30 to 90 days. IT WASN'T!!!!! Also in the second letter I was advised that my past payment history up to XXXX was " current with no delinquencies ''.
Finally things seem to be fixed.
I calculated the payoff amount on my own. I sent a cashiers check to LoanCare and it was received on XX/XX/2019.
On XX/XX/2019 I received a notice that I was 2 payments behind!!!!!!!!!!!!!!!!!!!!!!!!!! This was just 5 days past being told everything was fixed. On XX/XX/2019 I received another notice that I missed a payment, 8 days after being told all was taken care of.
On XX/XX/2019 My payoff check was returned. I was informed that it was an incorrect amount. FINALLY I was provided with a payoff statement with this rejection letter. The payoff statement included a {$28.00} processing/recording fee AND {$36.00} LATE CHARGE FEE. The very same fee that LoanCares representative XXXX XXXX said was removed in her letter of XX/XX/2019. Reluctantly I made the payoff just to get clear of this clown circus before my entire world was destroyed. As will be stated later in this complaint I also dispute the {$28.00} processing fee since my loan was never processed or recorded.
A LoanCare letter received on XX/XX/2019 acknowledged the loan payoff. Also noted in the letter was the statement " We will forward the satisfaction/release of mortgage to the courthouse for proper removal of lien ''. As of this writing I have not received any paperwork such as notice of payoff on lien, Deed of Trust etc..
On XX/XX/2019 I sent an e-mail through the LoanCare web site requesting paperwork substantiating that my loan was paid and the proper paperwork would be provided to me. On XX/XX/2019 I received an e-mail stating that I needed to allow up to 120 days for the release of those documents. It has exceeded that time frame as of this writing. Upon doing research for this letter I discovered that the Colorado Revised Statute 38-35-124, ( Requirements upon satisfaction of indebtedness ), requires satisfaction of an indebtedness needs to be completed within 90 days. I now contest the processing fee charged since LoneCare neglected to actually process the release of loan.
The final boondoggle was the receipt of their standard " beg off '' ( or as I prefer to call it a " lets give the customer a XXXX letter '' ) saying they received a notice of error ( never stating what the original notice was about ) on XX/XX/2019. Note : this was over 2 months past the time the loan was paid off. These XXXX letters seem to be LoanCare 's standard response to any issue. It does not indicate the initial issue and are sent out well beyond the initial complaint. Thus creating a completely foggy idea as to what they are referring to. When I researched this company online this standard form or XXXX letter seemed to be the response to any and all complaints and issues. The intriguing part of the XXXX response was that I received it on XX/XX/2019 TWO MONTHS past paying the loan off. I have no idea what prompted this XXXX letter. These folks seem to send this XXXX letter out like candy. Obviously they have no notion about what they are doing.
CONSEQUENCES : 1 ) LoanCare LLC has unjustifiably and completely destroyed my credit rating. Their idea of a fix was to wait months to see if it recovers. To me that is completely unacceptable.
2 ) LoanCare LLC has stolen money from me in the amount of {$36.00}. By their own admission, in the letter of XX/XX/2019, " NO DELINQUENCIES '' exist. Yet, they decided to add that amount as a delinquency erroneously into the final payoff statement.
3 ) LoanCare LLC has forced me to send numerous copies of checks to them to prove I made payments. The check copies indicate all payments were on time. Thus LoanCare should have to reimburse me for the expense they incurred on me without justification. They were in possession of their records indicating that the payments were made. Even their web site showing the accounting for the loan indicated the payments were made. Forcing me to justify them was ludicrous. The accounting is as follows. Initial letter with copies of checks {$0.00}, 2 traceable mailings of check copies at {$7.00} each totaling {$14.00},,,,,,,,,, for a grand total of {$15.00}.
4 ) LoanCare LLC charged me {$28.00} fee for processing the paperwork to close the loan. I have not received my deed so obviously a fee for processing it is absurd.
5 ) I have recently tried to buy auto insurance. I was repeated asked by numerous Insurance Companies about my credit rating. Since LoanCare LLC has destroyed my credit rating I'm sure there is a detriment that I will suffer because of LoanCare LLC. Not to mention all the other life experiences that are affected by ones credit rating.
6 ) The damage to me is incalculable. LoanCare LLC has destroyed my retirement. I spent the last 25 years running XXXX XXXX XXXX 24/7/365. Over that time I was able to squirrel away a frugal amount of money so that I could retire and be able to survive. Since I'm now on a very fixed income my little savings was the only security knowing I could endure/survive an economic issue. Since I had to almost completely drain my meager savings to pay off this loan to avoid the results of a rogue loan processor I no longer can endure even the most mundane of economic issues. If, for example, I need to replace the engine in my 20+ year old pickup truck, that has XXXX miles on it, I now have to worry about eating, or fixing my truck. LoanCare LLC has completely destroyed my future security. I'm XXXX years old with a XXXX XXXX XXXX who now has to try to find work or a way to regain what little security I had. Since LoanCare LLC destroyed my credit rating, and having a fixed limited income, trying to refinance my house would be economic suicide. Why should I have to suffer the consequences of a rogue loan processor?????????????????
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| 11/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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This is a complaint against LoanCare a subsidiary of XXXX a mortgage company.
I will include here a letter written directly to the aforementioned company that shows a request to assume the loan by another party that I had to place under contract as LoanCare refused to send the appropriate application packet. When finally sent and returned they said it wasn't approved. When I asked why they could not articulate a coherent response. Calling back and getting a different representative i am informed they have no record of this application packet.
I shouldnt be surprised as they had stated that they could not find my proof of insurance, I am willing to provide proof that it was sent 4 times by my agent mailed, faxed and through their computer system. After 2 months I think that has been resolved though I am not placing wagers based upon past performance.
The previous, though not illegal, is an example of poor business practices. What follows strikes me as fraudulent activity.
I attempted to have my escrow removed conversations preceded this date but on XXXX XXXX XXXXI was told all is good to have that removed. I have to submit a written request and wait for a review. They denied, it seems they lost the written request. Resubmit denied, Escrow must have zero balance, sent in {$2000.00} than {$700.00} then {$620.00}. Denied because i had to have no late payments for 12 months this is told to me in XXXX. This started in XXXX. I had been sending money to make it happen unfortunately the time to wait for their reviews had taken so long that now the XXXX payment was late. Had I been informed of this in a timely manner I could have addressed it at the correct time. Following is a summary of the amounts tendered at the times of the phone calls in an attempt to get this resolved then and now I am told it can not be changed or addressed for another year as long as I have no more late payments. As I am on a fixed income it is good that there are those out there with a sense of humor. Sadly at my expense.
XXXX XXXX {$970.00} XXXX XXXX {$2000.00} XXXX XXXX {$690.00} XXXX XXXX {$700.00} XXXX XXXX {$780.00} When I asked now what? I have sent all this extra money that I don't have to meet the 3 months of being jacked around and take my money and give nothing in return.
Management representative XXXX employee # XXXX said well you can resubmit I have already submitted 4 times and no matter how much money I send now, I still have a late fee for the first time in 2 decades. Will the response be any different?
Well NO but it may make you feel better.
Did I mention how many times I was hung up on when I told the representative that I felt I was being taken advantage of that he was of no help and was giving me no direction just being insulting and demeaning. Nothing like quality service and this is nothing like quality service.
Now for the part that involves the money for nothing and an attempt to defraud those they are supposed to be representing. I have sent this company proof of insurance with them listed as loss payee from my contracted representative. The contract states that he is responsible for taxes and insurance.
I thought ok to keep current I will borrow enough to make the escrow cover next year 's insurance and then just have them hold the funds. When I discussed this with them I asked who gets the interest in this case and they said Not you.
Now I am not a well educated individual but my escrow payment amount is {$1100.00} per month. Insurance annual premium is {$5000.00} a year and the amount these accountants and number wizards are collecting {$1100.00} time 12 months = {$13000.00}. Interest at 4.25 %. So {$13000.00} - {$5000.00} = {$7200.00}. I was told I would never have access to that money because it was needed to pay for last years and next years insurance. As last year is paid off and next year is prepaid I think I am being fed a story.
What if I am not the only one subjected to such actions this could amount to several million dollars. This is conjecture but I do get the feeling that they are taking advantage of more than just me.
Now I have to address the XXXX and XXXX aspects. I call and they mouth pretty words and offer no suggestions and as I have stated before waste time so they can add penalties. I have requested call backs and to date I have received a total of one call back.
I suffer from hearing loss and eye problems. Just writing this document will be followed by XXXX and XXXX XXXX ( XXXX and XXXX XXXX issues ). Not to mention the latest issue of XXXX issues including XXXX and a XXXX XXXX. And another XXXX and XXXX, XXXX XXXX XXXX XXXX XXXX XXXX scheduled in a few months. Due to the severety of this issue typical spacing for this is 5 to 7 years. This is a direct result of the XXXX and helplessness that I am feeling now and no money to seek professional help. I would love for this company to pay for the XXXX at least.
My life in the military and exposure to XXXX XXXX following time in service as well as work at XXXX XXXX that process things like XXXX XXXX work on an island that stored and XXXX XXXX XXXX XXXX XXXX as well as XXXX XXXX XXXX XXXX XXXX. Needless to say I could have treated myself better. A life growing up in an era of lead paint and asbestos does potentially lead to other XXXX XXXX and I am afraid they are playing on this.
I have now been placed in touch with XXXX employee number XXXX. Of the loss mitigation department obviously preparatory to foreclosure. I believe that despite all of my conversations, sending money and jumping through hoops, They have no interest in helping only stealing what I have spent decades through some very hard economic time trying to keep what I have invested so much in. At this point without any assistance and I stand in fear that they are now doing all they can to steal my property and retirement subsistence.
What I would like to see at this time is allow XXXX XXXX to assume the loan. I had to write a sob story to LoanCare for the reason for the assumption but the reality is it is none of their business but you play along when they are holding you by the XXXX and XXXX
If that is not acceptable to the high and mighty then eliminate the escrow for the aforementioned reasons. I have been requesting a conversation with management Since late XXXX and finally on XXXX XXXX this request was met. Sadly you have already read XXXX # XXXX response. Spurring this complaint.
Here is the second or third request for this individual to assume the loan. So much discussion that I have lost count with whom and about insurance, escrow or more recently loss mitigation has been discussed LoanCare XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX Lead SD XXXX I XXXX XXXX Request that XXXX XXXX assume my loan XXXX.
I was told by XXXX employee # XXXX That you want to hear my sob story and events leading up to this situation. Well here goes.
Recent events regarding the escrow account that I can not get deleted despite the customer service representatives telling me to keep trying. Had this gone through in the promised timely manner I would never have been late for the first time in Decades in XX/XX/2020.
Now I have been told there is nothing that can be done no matter that I have proof of insurance from another provider not through your escrow service. Of course the first three times I sent this proof directly from the provider the documentation got lost repeatedly. And I frequently felt I was transferred to another department or given some meaningless task to repeat and wait for the next escrow review ( Note XXXX to XXXX XXXX then I finally talked to a member of management XXXX employee # XXXX today XXXX XXXX XXXX Who repeated that there was nothing that could be done and transferred me to XXXX XXXX Who has now sent me to you.
As far as the loan goes I will continue to send you {$700.00} per month. I have no more as I am on SS and a fixed income. As well as moderately XXXX.
Currently I am now dealing with restricted driving due to XXXX as a result of XXXX for a XXXX XXXX ( License suspended ). When the war on energy occurred I had attempted to sell the property but there were no buyers to be had in an area of rapidly declining population followed by tenants with a less than stellar interest in caring for that which belongs to others and my inability to drive down from my primary residence about 4 hours away to make repairs and keep contractors to their promises resulting in freezing conditions from a homeless individual breaking in and turning on the water and with no heat. The date of this can be confirmed in police documents when they did an armed walk through. In addition the contractor had forged his city contractors license and has arrest warrants out and again this old guy is caught in the middle of it all while watching the roof blow off and knowing I will never see this individual again. Hence the ridiculous insurance.
My current health conditions are not looking to improve to the point of being able to keep up with the tenants and the maintenance. I have entered into a lease option with the aforementioned XXXX XXXX. As this was entered as legally binding agreement his interests must be protected If this is not a suitable arrangement then I again must refer you to the earlier statement of limited income. Both insurance and Taxes are current and paid in full and escrow has a {$0.00} balance if escrow cant be deleted and the loan cant be assumed then I have no choice. Not that I feel I have one now.
I forgot to mention that a direct result of attempting to stay on good terms with you has resulted in a XXXX XXXX and XXXX XXXX. Death and living directive were at the forefront of the resultant conversation. Perhaps this will soon rectify itself and how you handle the property of the deceased will no longer be my concern.
I sincerely hope you can help rectify this situation.
XXXX XXXX
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| 06/21/2019 |
Yes |
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- Trouble during payment process
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Web |
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This email was sent to them on XX/XX/XXXX.
Hello, I'm sure that this communication will also fall on deaf ears just like all my other communication with you as a servicer of my mortgage loan. What I am extremely upset about is the lack of communication from anyone at Loan Care about the loss mitigation of my loan. Absolutely no one called directly from there and then XX/XX/XXXX a letter was sent out that I received on XX/XX/XXXX stating that my loss mitigation request was denied and no reason was given. Nothing. Still no phone call. I call in directly to speak to someone in collections and she says she also does not know why my loss mitigation request was denied. I was then told by another representative that a certified mailed letter was sent and I NEVER received that. There's proof of that I'm sure because that has tracking information. Then on XX/XX/XXXX I called to state that I would have the funds to pay my past due in full by the following week. I call in on XX/XX/XXXX and was told you will not accept my payment because my loan was sent for foreclosure to lawyers. I was then taunted with today XX/XX/XXXX that I could of paid at any time via XXXX today and that payment would have posted. My point here is that I was communicating with you and you never had the will to call me, email or send me an sort of breach expiration date. Nothing. The communication there isn't lacking, it is nonexistent. Now, in order to reinstate my loan I have to pay over {$1200.00} in fees. That is not acceptable. I did my due diligence to communicate exactly what you wanted to hear, which is when I would make the payment and you proceeded to ignore everything and not only make things more difficult, but also collect fees that should of never been collected. Let me also say that I had a previous loss mitigation request that was approved and again I never received a call or email stating anything about that. Nothing. My frustration lies in the lack of communication and my preferred communication which was first Email and then second phone. You obviously don't listen to your customers that you service. In addition, I never signed for or received any certified mail that you say you sent. Nothing. Also, you assume that people can check them mailbox every day and I physically can't. At best I check the mail every two weeks and sometimes longer depending on my own personal circumstances. I should of received everything via my preferred way of communication but was not given that opportunity by you. I have also been asked many times what circumstances led to me being unable to make my payment. I also stated the reason many times and this too has got me nowhere so why keep asking. I still do not know why the last loss mitigation request was denied because that too has not been communicated. I was also never told that my first loss mitigation case was approved until I logged into the website to see it was an option. I then proceeded to make that monthly payment through the website and when I never received a confirmation email I called the next day and was told that the payment plan was terminated for nonpayment. Again, no one had answers as to why my payment was not processed. Nothing.again. The trend here is that no one communicates and no one cares. There are reasons why XXXX XXXX has won multiple awards for servicing loans. It's because they communicate with their customers. How hard would it of been to call me or email and say, " Hey, Mr. XXXX we are going to submit your loan to foreclosure for nonpayment unless you can make a payment today. '' Why was that never done? Because you don't care to communicate that's why. All the evidence is there that my preference of communication was ignored. Why was this the case? Why was I ignored? I know I was ignored also because I asked for a call back from a supervisor and never received one. I had to call in and ask for a supervisor again. Why should I have to call in when you make a promise to call me back? Why is that a problem? Shouldn't you always return calls or communication in 24 hours or less or at least 1 business day? I still received no reason as to why you don't return phone calls and was only told you apologized that happened. This is the norm there. Never be proactive or admit a mistake and make the customer suffer. Most businesses that serve customers want to retain their customers and also make them happy. What are you going to do to make me happy after my frustrating experience with your lack of communication? What sort of compensation do I deserve for being ignored? I know what you are thinking already. You deserve nothing Mr. XXXX because if you would of paid your loan on time then you would of never experienced the worst side of our business. Now that I've experienced possibly the worst of your business do you even care? The circumstances for me not making my payment and my intention to pay is clear. My dad passed away and that was an enormous expense and my wife was on XXXX from work during a very rough XXXX. But none of that matters I know. It doesn't because I have said it over and over again and no one cares. There's zero compassion for your company. I've researched all your complaints. They are consistent with lack of communication and also lack of keeping promises. Now after reading all this you probably still don't care but I feel better letting you know how horrible your company is. I expect no one to do anything about this complaint because so far no one has taken action on anything. Unfortunately, borrowers can choose from whom they borrow, but they cant decide who services their loan. That's the predicament I am in. Now what will you do to make things right?
Sincerely, XXXX XXXX XXXX I received a reply on XX/XX/XXXX finally after asking why they haven't responded at all. I received this response which failed to answer all my questions.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX : Loan No : XXXX Dear Mr. XXXX : LoanCare , LLC ( LoanCare ) appreciates the opportunity to address your concerns submitted through XXXX. Your concerns are important to us and we welcome this opportunity to respond. Please accept our condolences on the loss of your father. We are required by law to follow federal and investor guidelines as it relates to the account being in a past due status which requires the assistance of an attorney. The attorney fees are not a monetary gain for LoanCare and is a standard practice within mortgage serving if a property goes into default. This information should have been explained to you in more details instead of you being advised that your file was sent to an attorney. The decision letter provided to you by our Loss Mitigation department denial reason is per investor guidelines the file must have twelve consecutive payments in order to be reviewed for loss mitigation. In regards to your preferred method of communication you do have the option of electing to only receive E-Statements instead of paper statements. If you should have any additional questions or concerns related to this matter, please do not hesitate to contact the Social Support Department, Monday through Friday from XXXX XXXX. to XXXX XXXX Sincerely, XXXX XXXX Social Support Department Then I noticed that they are trying to collect {$1100.00} in attorney fees yet I specifically asked the attorney what my costs would be for my pay thru date which was XX/XX/XXXX. I took a cashier check directly to attorney in the amount of {$10000.00}. Loan Care refused every time to accept my payment directly and instructed me that I had to go through attorney only. They even refused my payment before they told me that I had to go through an attorney. They have never called me directly with a live person and send letters in the mail that are obviously delayed because I receive them weeks later than the actual date on the letter. I am not paying any more fees or attorney fees that they are asking for. I should be completely caught up on the mortgage. They also refused to help me with loss mitigation and accepted my application once but never notified me directly via my preferred method of contact which is telephone or email so I never knew a payment plan was approved. I was then told to reapply for payment plan and was told it was denied because of late payments and not being able to financially make payments. In addition they never called me once. Never received anything in the mail about why it was denied but they demanded payment. I called in to make payment and they refused payment saying it was handed off to attorney that morning. Called attorney and they had no paperwork for my loan. It took another day to get ahold of the attorney and locate the paperwork they didn't send. The attorney sent me the pay through XX/XX/XXXX amount and said we would be good and to wait for next statement to ensure reinstatement. Well now they not only want money, but they want attorney fees and other fees and I already settled that with Attorney. I am not paying any other fees or attorney fees for them refusing to take my payment when they absolutely could of taken my payment. If needed I can find any other communication, but most communication was me calling them over the phone and they have recordings of those conversations I am sure. I attached documents that are relevant that I have now.
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| 09/07/2019 |
Yes |
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- Trouble during payment process
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Web |
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Filing a new complaint to CFPB which is a result of Company 's ( XXXX XXXX XXXX ) response to my complaint to the XXXX XXXX XXXX ( XXXX ) and is attached in full. The attached documents are include to document inaccurate responses made on behalf of Company. Included as attachments are documentation. See attachment dated XX/XX/XXXX_XXXX Borrower 's Response to Company including : Ms. XXXX states : On XX/XX/XXXX - an escrow disbursement was made for {$1600.00} - hazard insurance. Then, on XX/XX/XXXX an after-hours wire was received in the amount of {$210000.00} to pay off the account, however, payoff was short by {$240.00}. A payoff from XX/XX/XXXX was sent in response to the short payoff wire, and again, on XX/XX/XXXX. See attached.
BOROWER RESPONSE : The original Payoff Statement that was provided to Borrower and XXXX XXXX XXXX XXXX had a Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) and included the following Disclaimer : XXXX XXXX XXXX Payoff Statements include the following : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff XXXX XXXX XXXX XXXX sent the wire transfer on XX/XX/XXXX, however XXXX XXXX XXXX did NOT notify Borrower or XXXX XXXX XXXX until the wire transfer was returned to XXXX on XX/XX/XXXX at XXXX XXXX ( 7 days after the wire was sent to XXXX ) - See attached returned wire transfer. However, the response from Ms. XXXX indicates that it was on XX/XX/XXXX that payoff wire was returned due to funds not enough to satisfy balance.
Upon receipt of the return wire on XX/XX/XXXX, the closing attorney notified Borrower of the return wire from XXXX XXXX XXXX and a conference call was made between XXXX XXXX XXXX, Borrower ( XXXX XXXX ) and the closing attorney XXXX XXXX was made on XX/XX/XXXX to attempt to resolve the return wire and to provide sufficient funds. At no time during this call did XXXX XXXX XXXX communicate the escrow shortage amount. If the shortage amount would have been communicated during this call, Borrower and closing attorney would have immediately wired the amount. It wasnt until Borrow received via USPS on XX/XX/XXXX an updated payoff statement that the shortage amount was known.
If the Payoff Statement Disclaimer is that " Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. This was not possible as the wire transfer was not returned by XXXX XXXX XXXX to XXXX XXXX XXXX XXXX until XX/XX/XXXX ( funds were sent on XX/XX/XXXX ). It has not been communicated by XXXX XXXX XXXX why did they wait until XX/XX/XXXX to return the entire amount of the wire transfer instead of requesting the additional funds? Instead, XXXX XXXX XXXX failed to communicate the shortage amount during the XX/XX/XXXX conference call and instead generated a new Payoff Statement ( Issue Date XX/XX/XXXX ) which was not received by Borrower until XX/XX/XXXX via XXXX XXXX XXXX.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- 2 ) Ms. Ms. XXXX states that on XX/XX/XXXX - a credit bureau update was submitted for the late reporting. It was found that the 30-day XXXX late reporting was valid as no further mortgage payment was made and the 30-day XXXX late reporting was also valid, as again no payment had been made. XX/XX/XXXX - payoff funds now received in the amount of {$210000.00} ; account balance is now XXXX. LoanCare also received a social media complaint regarding payoff request. Per the subservicer, LoanCare did send/fax updated payoffs in response to the short wires. This customer also confirmed receipt of a short payoff letter as well. Please see their letter log screenshot below for this loan. We also attached copies of payoffs. The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX. The notes also support a discussion on XX/XX/XXXX around the payoff shortage wherein LoanCare waived late fees as a courtesy to lessen the payoff shortage. Please note the customer had a slight shortage in escrow in addition at that time. She also was due for XXXX when the hazard was disbursed on XX/XX/XXXX, so there were two monthly escrow deposits ( XXXX and XXXX ) missing from escrow. This contributed to the advance that was created by the XX/XX/XXXX hazard disbursement, which in turn caused the payoff to be short. In addition to the above, LoanCare does not hold on to short payoff wires for any length of time as XXXX, XXXX, and XXXX require funds to be in the custodial account within 48 hours of receipt. The posting process/timing would not allow us to hold onto short payoff wires and stay in compliance with this requirement. If any shortage is more than {$100.00}, the XXXX XXXX returns the wire and contacts the title company with an updated payoff quote ( which was completed in this case ). Additionally, the payoff quotes we provide do state that LoanCare will continue to pay taxes and insurance until paid in full.
BORROWER RESPONSE : Borrower attempted to payoff the loan on XX/XX/XXXX ; XXXX XXXX XXXX returned the wire transfer to XXXX XXXX XXXX 7 days later on XX/XX/XXXX ( per attached ) Borrower and closing attorney attempted to resolve the shortage documented through several phone calls and emails to have XXXX XXXX XXXX provide a Pay Off Statement that reflected an amount due from Borrower that was reasonable ( i.e. shortage of escrow due to disbursement of homeowners insurance and any late fees applicable through XX/XX/XXXX. The escrow shortage amount issued on XX/XX/XXXX Payoff Statement ( in which Borrower did not receive until XX/XX/XXXX via USPS was in the amount of {$370.00} ). As a result, XXXX XXXX continued to apply interest and fees and issuing new Payoff Statements in which Borrower ended up paying XXXX XXXX XXXX {$210000.00} ( vs. the above amount from Ms. XXXX of {$210000.00} ) per a payoff statement issued by XXXX XXXX XXXX on XX/XX/XXXX ( Borrower received via USPS on XX/XX/XXXX ).
BORROWER 'S RESPONSE CONTINUED : Ms. XXXX also states, " The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX '' Ms. XXXX has inaccurately stated these events. The correct sequence of events is as follows : On XX/XX/XXXX XXXX XXXX XXXX wired XXXX XXXX XXXX funds per the Borrower 's Requested Payoff Statement on XX/XX/XXXX and Issued XX/XX/XXXX as per email acknowledgement ( see attached Acknowledgement from XXXX XXXX Servicing ). XXXX received a faxed copy of this Payoff Statement ( as requested on the attached ) and Borrower ( XXXX XXXX ) received a copy via USPS on XX/XX/XXXX with the following information : Request Date : XX/XX/XXXX Issue Date : XX/XX/XXXX Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) Disclaimer included : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. " If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff From XX/XX/XXXX - XX/XX/XXXX : Neither Borrower or closing attorney ( XXXX XXXX at XXXX XXXX XXXX ) were aware that XXXX XXXX XXXX would be returning the wire transfer until the closing attorney received the return wire late afternoon on XX/XX/XXXX. And why on XX/XX/XXXX, the closing attorney and Borrower had a telephone conference call with XXXX XXXX XXXX to find out why the wire was returned 7 days later. The closing attorney did not receive the above stated by XXXX XXXX that " XX/XX/XXXX quote in particular was faxed to XXXX '' but rather XXXX XXXX XXXX generated an unrequested Payoff statement issued on XX/XX/XXXX but not received by Borrower until XX/XX/XXXX via USPS. Closing Attorney and Borrower were unaware of the shortage amount at this time and in which not during the phone call we had on XX/XX/XXXX did XXXX XXXX XXXX provide a shortage amount so we could resolve the difference and rewire the funds. XXXX XXXX XXXX requested the closing attorney provide the return wire documentation via email so XXXX could research this matter and contact us within 1-5 days. See below ( and attached email ....
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| 07/13/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I applied for a forbearance on this loan under COVID availability at the beginning of XXXX upon the end of the forbearance I contacted Loancare ( XXXX XXXX XXXX ) about my options as I had previously been told I could defer the payments. I applied for a " partial claim '' at this time. I was given basically XXXX information about the partial claim at the time and paperwork was sent out. when I received the paperwork I noticed it had my wife 's name on it which I was never informed would be the case. My wife had not changed her last name legally yet as when we began the process is when XXXX started so everything was delayed. On the titel she had signed her married last name though so the paperwork that was sent to me reflected her married last name and not the name on her ID. I contacted Loancare to complain about not being told that her name would even be on the paperwork but also to see how we could fix the issue. I also tried to get an extension on the timing of the paperwork. A rep had told me at that time that they would see if the name could be removed. I later found out my wifes name could not be removed because it was on the title and the name on the paperwork sent must reflect the name on the title. during this time the date had lapsed on the original paperwork so I was told new paperwork would need to be sent out. Throughout all of this I was specifically told by Loancare not to make any payments until the Partial Claim went through and I got my new payment date. When I recieved the new paperwork that was not delivered directly to me but placed in my neighbors mailbox as all of our mailboxes are on the same side. The timing was horrible as my wife who had been out of work through most of XXXX was in the process of getting a new job and going through background checks as a part of that because we work in the medical field. I again called and asked for an extension and was told one could not be provided. I said I would take care of it somehow then. I was able to get everything signed and I had dropped it in the XXXX box XXXX XXXX XXXX XXXX. After hearing no word I called and was told that they never got the paperwork. This was when the real problems started. The representative I spoke to told me they needed to send out new paperwork. I said that I actually had blank copies of the last paperwork they sent me and could just go get it re-signed and video myself taking it to XXXX and handing it to the XXXX representative. I was told that because of the date I would need to get new paperwork. we discussed the name issue that started all of this but I reassured the rep MULTIPLE TIMES that I needed no name changes and they weren't possible anyway. MULTIPLE TIMES I told this person that we were good to go, my wife 's name had been changed and all I needed was the new paperwork. I reiterated that I did not need any name changes. I again was told not to make any payments until the partial claim was complete. During the timeframe from XXXX I received multiple emails telling me my paperwork had been sent. I called not long after each XXXX of these to find out where because of the past issue with mail. during everyone of these calls I was told that it hasn't been 30 days yet, it hasn't been 30 days yet. Not a single person did their job and actually checked to see what the issue was. NOT A SINGLE PERSON. I called repeatedly and was told the same thing. until XXXX rolled around and I called so many times my ears hurt. Nobody could figure out what was going on. I spoke to multiple reps in multiple departments and multiple managers. Many of whom told me they would " handle this personally and get back to me '' on some specific day or another. None of that actually happened though. They never called back, they never took care of anything. I did finally get someone to tell me that the VA was no longer offering the partial claim anymore and I was able to find out that the reason I never got the paperwork is because the Rep I spoke to as previously mentioned whom I told MULTIPLE TIMES that no changes needed to be made. Well, he decided he was going to submit to have my wife 's name removed or changed. Now they knew why I didn't get the paperwork but they never contacted me about it. never tried to fix their outrageous failures. They just did nothing. They let the time lapse without any notification or effort in actually doing their jobs. None of the people I talked to during this time did their jobs. All of this could have been avoided had they just done their jobs.I had multiple contacts with this company in which I stated each time that they needed to fix their failure. I will not pay a higher interest rate under a loan modification because of the complete failure of a company I was FORCED to do business with. Like the XXXX of thousands of other customers that have rated this company at a XXXX XXXX rating only because XXXX isn't an option. I want nothing more that to get as far away from this failure of a company as possible. After speaking to a laundry list of completely incompetent employees from based on all the employee ratings for this company seems to be because of a lack of any training at all. After all the stress, the sleepless nights and wasted time, their own employee agreeing that they failed me and this was their fault but doing nothing about it. I finally got someone to send my info to the office of the customer for review. When I got my report from XXXX XXXX with the office of the customer I was done. Although I had explained this issue now well over XXXX times and how the issue stems mainly from the last paperwork that was supposed to be sent out, she didn't even list the XXXX calls or that paperwork on her report. She purposely and fraudulently left that out although it was the ENTIRE BASIS OF THE REVIEW. I called XXXX about her fraud a few times. I finally got a call back and at this point while I put together my lawsuit against this company I told her i would take the loan modification paperwork in order to stop the foreclosure. She stated she would send that out. I never got that either. I called her back to find out why. No return call, I called again and again and again and again leaving messages each time. I called over XXXX times and at what point left XXXX straight voicemails just to ensure she was getting my messages. No Return Call... Nothing.. She did Nothing just like the rest of the company. In a last ditch effort to give this company a chance I sent an email to their CEO. I received a call the next day from their Vice President of the office of the customer who once again promised me that he would take care of this personally and get back to me on a certain date. He was late on his return call and hadn't taken care of it but assured me he was on it and he Guaranteed me that he had put a stop to this foreclosure and even offered to speak to my wife to assure her of the same. This was mid XX/XX/2023. Before I ever got served this summons. MULTIPLE TIMES he GUARANTEED me that he had put a stop to this foreclosure and the I did not need to worry about it at all. I called again after I was served and was GUARANTEED yet again that they weren't foreclosing. Yet their attorney 's seem to keep moving along with the process, So either He is lying or his attorney 's are incompetent or just don't care what their client wants and should be immediately fired. I have called him and left multiple messages since seeing that the attorneys are moving forward anyway and I have emailed the CEO again about the lies and failures that continue on even the executive level. I will be filing a counter claim and will be working with an attorney to name them as well as their parent company XXXX as they are fully aware of the complete failure this company is and the drain on its customers financial and mental health and well being as this is all public information. The amount of people this company is trying to destroy is outrageous and seems purposeful in an attempt to force modifications at current rates to increase revenue or to force foreclosure for financial gain. On top of that the service they used to serve the summons lied about the date it was served although they literally wrote the date on the form. Everything this company touches is fraudulent and predatory. Their should very literally be a televised complete closure of this company where all the people they have harmed get to tear it down brick by brick like the XXXX XXXX. If you are forced into a relationship with this absolute worthless company just sell your house, move out of the country or never buy another house again, get a tent and pay cash for a piece of land and watch the whole system collapse until they start actually regulating these people out of existence and allow the population to choose their mortgage servicer so we can make sure these pathetic wastes never get to destroy another families life. Look these people up, read the reviews, read the employee reviews from their own workforce. Shut this place down and make sure none of their executives ever work in a service related field again.
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| 04/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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during the entirety of the loan, the statements that the company provided me and had online do not match the audit results of the loan when I requested a payoff. They stated that there was an added XXXX dollars +- that I needed to pay. It took them several weeks to get me my payoff amount and that was only due to numerous attempts to contact them.
If the numbers that I was given had been accurate this wouldn't be an issue but they were not.
On XX/XX/XXXX I went online and received the principal balance amount of {$14000.00}. On XX/XX/XXXX I added {$100.00} to that amount to cover any incidentals and made an electronic payment in the full amount of {$15000.00}, which should have been my final payoff, plus or minus a few dollars. For the next few weeks I attempted to get confirmation that my loan was paid off, or what small amount would be due. Nobody could find my account. I finally spoke with XXXX on XX/XX/XXXX who put me through to Miss XXXX at XXXX XXXX. She then told me Id get my payoff within one day. I then went online the next day and found my payoff principal had been increased by {$2700.00}, retroactively to XX/XX/XXXX. ( See attached Payment History Print Preview ) additional {$2700.00} in principal was added to my account on XX/XX/XXXX, when it was not there on XX/XX/XXXX. Also, why was the date posted to my account XX/XX/XXXX, when this additional principal wasnt added to my account until XX/XX/XXXX?
My total sum of payments in XXXX total {$16000.00}. My account overview shows a total Year-to-date payments of {$13000.00}. ( See the attached Account Overview {$13000.00} and Attached Payment History {$16000.00} ). The difference is $ XXXXalmost the exact difference in what my payoff should be - {$100.00} or so and what you are reporting it to be - {$3200.00}.
here is the email chain that has lead to this. newest first. I have removed my email address and phone numbers and account numbers from this section.
Dear Valued Customer Thank you for contacting us.
We have requested a supervisor callback. You may also contact our office at XXXX XXXX XXXX XXXX.
Please feel free to contact us if you have any additional questions.
Sincerely, Account Servicing Support XXXXXXXX XXXX XXXX XXXX XXXX AZ XXXX.
-- -- -Original Message -- -- - From : XXXX XXXX XXXX : Monday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company.
I sent an email last Thursday that hasnt been answered yet. I will give you till end of business tomorrow to contact me.
XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX > Subject : RE : my loan care, ( Ticket # XXXX ) This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us.
Your request is forwarded to appropriate department for processing.
Please feel free to contact us if you have any additional questions.
Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX.
-- -- -Original Message -- -- - From : XXXX XXXX XXXX : Thursday, XX/XX/XXXX XXXXXXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company.
Dear account servicing department, Not a single number besides the dates matches from what your audit states to what your payment history is showing online or in any of the statements that you sent through the mail to my house. This means that every periodic statement that you have sent over the course of the loan to me has been issued with incorrect information.
As per 1026.41 Periodic statements for residential mortgage loans In short this law states. The federal periodic statement rule requires mortgage lenders and servicers to provide homeowners with prompt, regular, and accurate information about their mortgage loans.
You were required to provide an accurate representation of the amount due, payments made, and an accurate history of what each payment was applied to. As it currently stands I will need to speak with your company in regards to how your company wants to handle this issue. Please have a manager or supervisor call me at XXXX or email me at XXXX with a resolution to this problem.
XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : my loan care, ( Ticket # XXXX ) This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us.
We have completed an audit as stated in the previous email. Attaching the letters and the spread sheet for your convenience.
Please feel free to contact us if you have any additional questions.
Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX.
-- -- -Original Message -- -- - From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company.
Dear Account Servicing Department, I would appreciate an explanation as to how my last statement showed an amount of {$14000.00} as the principle balance, I paid {$15000.00} and now it shows {$2800.00} as the principle balance. I have spoken with the account owner who received a check from you dated XX/XX/XXXX for {$14000.00}, with an attachment that stated the new balance being {$160.00}. Which is what I was showing before the mysterious {$2800.00} showed up. I will require the audit # s that total the {$2800.00} in detail. Lastly I would like to know If I am to pay the remaining {$2800.00} will this payment be going to the Lienholders aka XXXX XXXX?
Thank you in advance for your assistance. Please dont hesitate to call, text or email me, XXXX at XXXX XXXX XXXX,, if I can provide any additional information or be of additional service.
XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX : RE : my loan care ( Ticket # XXXX ) CAUTION : This email originated outside of XXXX. DO NOT CLICK any links or attachments unless you recognize the sender and know the content is safe.
This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us.
Loancare completed an audit on this account. An audit had to be completed to adjust payments because payments were applied towards principal before paying the interest current. Attached you will find information pertaining to the audit. If you have any questions, please contact our office at XXXX XXXX XXXX XXXX.
Please feel free to contact us if you have any additional questions.
Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX.
-- -- -Original Message -- -- - From : XXXX XXXX [ mailto : XXXX ] Sent : Monday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company.
Dear Payoff Department, On XX/XX/XXXX I went online and received the principal balance amount of {$14000.00}. On XX/XX/XXXX I added {$100.00} to that amount to cover any incidentals and made an electronic payment in the full amount of {$15000.00}, which should have been my final payoff, plus or minus a few dollars. For the next few weeks I attempted to get confirmation that my loan was paid off, or what small amount would be due. Nobody could find my account. I finally spoke with XXXX on XX/XX/XXXX who put me through to Miss XXXX at XXXX XXXX. She then told me Id get my payoff within one day. I then went online the next day and found my payoff principal had been increased by {$2700.00}, retroactively to XX/XX/XXXX. ( See attached Payment History Print Preview ) Numerous attempts at reaching Miss XXXX have been unsuccessful. I am reaching out to you for assistance.
I would appreciate an explanation as to how an additional {$2700.00} in principal was added to my account on XX/XX/XXXX, when it was not there on XX/XX/XXXX. Also, why was the date posted to my account XX/XX/XXXX, when this additional principal wasnt added to my account until XX/XX/XXXX?
My second question that needs an explanation is this : My total sum of payments in XXXX total {$16000.00}. My account overview shows a total Year-to-date payments of {$13000.00}. ( See the attached Account Overview {$13000.00} and Attached Payment History {$16000.00} ). The difference is $ XXXXalmost the exact difference in what my payoff should be - {$100.00} or so and what you are reporting it to be - {$3200.00}.
Id like this inflated payoff of {$3200.00} corrected immediately and the correct amount that I owe provided to me so I can make the final payoff amount now. Thank you in advance for your assistance. Please dont hesitate to call, text or email me, 24/7 at XXXX XXXX XXXX, or, if I can provide any additional information or be of additional service.
Sincerely, XXXX XXXX XXXX
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| 02/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez LLC is acting unlawfully as governmental agency trying to collect property taxes that I do not owe. Despite my objection NewRez LLC had their loan servicing agent XXXX XXXX gifted property taxes to County XXXX XXXX corporation and then opened an escrow account without my consent on XX/XX/XXXX to start applying my mortgage payments towards this escrow account to compensate themselves for the gift they gifted without my consent by which they breached their fiduciary duty and our contract. Researching further into the situation I have also found out that NewRez LLC took my Application/Promissory Note and loaned me nothing of substance of theirs for it which constitutes fraud and theft. I have officially requested forensic audit on my loan account, disclosure of documents and that NewRez LLC is the holder of my original Promissory Note as required by law with the following detailed actions, facts and documents served : XXXX. I am aware that every state of the Union is guaranteed republican form of government with Constitution being the XXXX XXXX of the Land pursuant to Article VI Section XXXX and Section XXXX that secures unalienable God given Rights to the People, in this case myself, such as the Right to own private property ; and XXXX. Based on extensive research I discovered that the organic XXXX California XXXX was replaced by XXXX California XXXX, a corporate charter, to mislead the People and to bring them under a fascist corporate XXXX that brought property taxation ; and XXXX. Then on XX/XX/XXXX this XXXX California XXXX was repealed which consequently repealed private property taxation ; and this repeal has been a matter of public record for over XXXX XXXX ( XXXX ) years ; XXXX. I discovered that property tax is based on the value of a property computed in the obligations of the United States ( Federal Reserve Notes ) ; and that no State or its subdivision shall tax the obligations of the United States pursuant to federal law ; and XXXX. I have perfected XXXX XXXX XXXX. XXXX and the specific portion that pertains to Claimants private property by bringing it forward in my name which is a matter of public record through Affidavit of Publication issued on XX/XX/XXXX by The XXXX XXXX XXXX, a newspaper adjudicated by the XXXX Court of the County XXXX XXXX XXXX State of California ; and which is now a matter of public record ; and XXXX. I informed County XXXX XXXX, XXXX XXXX # XXXX, XXXX # XXXX Tax Collector that my property is not subject to property taxation via form of Affidavit which County of XXXX defaulted on by which XXXX XXXX and admitted without an objection that Affiants property is private and does not fall under XXXX XXXX of XXXX, agent of XXXX XXXX XXXX California, jurisdiction and is not XXXX be misclassified as commercial ; and XXXX. XXXX of XXXX XXXX Assessor by their default agreed and admitted without an objection that my property is indeed private dwelling/land secured under Land Patent which is XXXX XXXX and XXXX unlike the fraudulently issued Trust Deed, which is inferior and only XXXX of title to trick and deceit the People ; and XXXX. County of XXXX XXXX XXXX and XXXX Collector failed to rebut my Affidavit and claim that my private dwelling/property is not private property/land and is subjected to property taxation under repealed XXXX California XXXX; and XXXX. Furthermore, I found out that there is no money of exchange to pay for anything, and I XXXX XXXX XXXX XXXX XXXX XXXX and Treasurer-Tax Collector Verified Good Faith Offer to Pay dated XX/XX/XXXX via Certified Mail Number XXXX which was received on XX/XX/XXXX ; and XXXX. I XXXX XXXX XXXX XXXX to specify the specie in which to pay or how shall the alleged property tax debt be XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX and XXXX Collector XXXX XXXX Verified Good Faith Offer To Pay which pursuant to Tender of Payment Law UCC XXXX rendered any XXXX alleged property tax debt XXXX ; and XXXX. I sent County of XXXX XXXX XXXX and Treasurer-Tax Collector Lawful Notice of Discharge on XX/XX/XXXX ; and XXXX. I started to receive harassing letters from NewRez LLC and their loan servicing XXXX XXXX agents/employees/assigns around late summer XXXX that if I do not pay alleged property taxes XXXX XXXX agents/employees/assigns will XXXX XXXX escrow account to pay for the alleged property taxes that I do not owe ; and XXXX. I contacted XXXX XXXX XXXX clearly stating that I do not consent to opening of an escrow account for the above stated reasons as I do not owe property taxes on her private property/land ; and XXXX. My Assistance of XXXX Friend, XXXX XXXX XXXX and XXXX, called XXXX XXXX institution on a recorded line on XX/XX/XXXX at XXXX and spoke with agent named XXXX to explain XXXX a great detail the situation ; and that County of XXXX XXXX and their XXXX are in litigation with me and trying to use XXXX XXXX and their XXXX as unauthorized government agent to extort me for funds I do not owe ; and XXXX. On XX/XX/XXXX at XXXX my Assistance of Counsel and I called XXXX XXXX XXXX again and spoke with agent named XXXX ID # XXXX ; and XXXX XXXX to understand for which she escalated the issue to agent named XXXX ID # XXXX ; and XXXX. Then on XX/XX/XXXX my Assistance of XXXX and I, called again XXXX XXXX institution to explain the situation yet to another agent on a recorded line ; and all these calls are recorded and made part of a record ; and XXXX. Despite the above mentioned recorded communication and disclosure XXXX XXXX agents/employees/assigns unlawfully opened an escrow account without my consent on XX/XX/XXXX ; and LoanCare and their agents/employees/assigns started to apply my mortgage payments towards this unlawful escrow account to XXXX XXXX of XXXX XXXX alleged property taxes that I do not owe ; and by doing so XXXX XXXX and their agents/employees/assigns breached the contract XXXX XXXX and XXXX XXXX causing injury ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, 'Lawful Notification ' via United States XXXX XXXX XXXX Proof XXXX XXXX XXXX XX/XX/XXXX demanding proof that my private property/land is subject to unlawful taxation XXXX XXXX of XXXX XXXX XXXX and XXXX deposition and forensic audit of my loan account ; and XXXX XXXX failed/refused XXXX XXXX this forensic audit as required by law ; and XXXX. On XX/XX/XXXX I served XXXX XXXX XXXX, XXXX XXXX, Writ of Nature of Discovery and Disclosure and Memorandum of Law demanding proof that XXXX XXXX loaned me anything of substance of theirs via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, with Notice of Liability/Opportunity To Correct and Contest Acceptance dated XX/XX/XXXX ; and XXXX. I served NewRez LLC XXXX, XXXX XXXX XXXX, Notice of Liability/Opportunity to Correct and Contest Acceptance, XXXX XXXX XXXX XXXX XXXX XXXX and Disclosure and Memorandum of Law dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received and dully signed XXXX XXXX XXXX on XX/XX/XXXX ; and XXXX. I served NewRez LLC XXXX, XXXX XXXX XXXX, Notice of Adequate Assurance of Due Performance and Notice of Fault/Opportunity to Cure and Contest Acceptance dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received on XX/XX/XXXX at XXXX ; and XXXX served NewRez LLC XXXX, XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXXXXXX dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, Notice of Fault/Opportunity to XXXX and XXXX XXXX dated XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX including my Fee Schedule which XXXX XXXX received on XX/XX/XXXX at XXXX and which now serves as self-executing contract ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, Notice XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received on XX/XX/XXXX at XXXX ; and which serves as agreement and stipulation without objection in any court in XXXX that XXXX XXXX did not loan anything of substance of theirs to me and by doing so causing me injury to be paid in damages ; and XXXX. My Assistance of Counsel, XXXX XXXX XXXX, returned Assessors Parcel Number ( APN ) # XXXX back to County of XXXX XXXX XXXX XXXX XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and with that this XXXX is no longer and in no any other way associated with my private property/land ; and XXXX. I continue to make the agreed mortgage payments in amount of {$1300.00} through verified XXXX online account and XXXX XXXX is not applying my payments to the principal and stating that I am in default instead by which XXXX XXXX XXXX XXXX contract
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| 11/09/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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Response letter to Loancare from XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, Va XXXXXXXX LoanCare From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX Re : XXXX XXXXXXXX : XXXXXXXX XXXX XXXXXXXX Property address : XXXX XXXX XXXX XXXX XXXX, CA XXXX CFPB case XXXX Dear XXXX XXXX This letter is in response to your letter from XX/XX/XXXX, which was the response to my inquiry filed with the consumer financial protection Bureau ( CFPB ) which was received from the CFPB XX/XX/XXXX.
Summary of the Facts : XXXX XXXX XXXX XXXX XXXX XXXXXXXX Purchase price : {$520000.00} Signed on XX/XX/XXXX Recorded on XX/XX/XXXX Doc # XXXX XX/XX/XXXX XXXX loan terms Lender did not secure this instrument and the promissory Note because note was not executed.
I never signed the promissory Note that serves as a formal lien on the property. The security agreement does not create the obligation to pay ; this is usually evidenced by a separate promissory note see XXXX California Mortgages Deeds of trust and Foreclosure litigation XXXX XXXX XXXX XXXX XXXX Real Property secured transactions series ) I was not given the copy of the note on XXXX XXXX I only signed the XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX Terms of this instrument are vague How much do I owe in 30 years under this document?
What is the interest due under the note?
What is the principal due under the note?
What is the total amount to be paid in 30 years?
What is the total amount of the outstanding balance in periodic payments?
I was not informed of the amounts due under the Note and deed of trust. Additionally, there were no disclosures and notary were not present.
There were no witness signatures or any other signatures besides the borrower 's signature.
The loan does not comply with the proper formalities for a valid loan agreement HUD-1 statement was never given to me.
Thank you for including the HUD-1 Statement with your response letter but you only send the first page which only goes to line XXXX, however you did not include the second page of the HUD-1 statement . I read the XXXX XXXX page line XXXX sett.charges to borrow mentions line XXXX ( this is how I know there are XXXX pages at least ) for the amount {$14000.00}? I did not receive it. What is this settl.charges?
Please send me the second page or any other pages of the HUD-1 statement because all the amounts due and asked to be paid must be disclosed prior to sale of the property and agreement to your terms.
The Lender tricked me and used my inexperience and being a XXXX XXXX to benefit in an unlawful manner.
HUD-1 , line XXXX. Deposits or XXXX XXXX {$7000.00} Why and who did I pay XXXX money-good faith commitment?
HUD-1 line XXXX XXXX XXXX XXXX {$36000.00}. That was supposed to be a house down payment deposit. Where did the money go? If the amount of the total purchase price you mentioned in the response letter from XX/XX/XXXX, was {$690.00} ( k ) why was the amount not reduced by the down payment? This question was asked 6 months ago and never answered, the lender servicers are vague just like the terms of my XXXX loans.
HUD-1 line XXXX settl.charges to seller ( line XXXX ) {$38000.00} Was my down payment given to the seller and what or who is the seller and why???
HUD-1 line XXXX. Taxes at {$5400.00} semiannually from XX/XX/XXXX to XX/XX/XXXX {$1.00} why did I pay taxes on the property that I did purchase yet?
HUD-1 line XXXX cash to borrow {$510.00} I never got the cash. Who did?
Fraud by Settlement agent XXXX XXXX XXXX XXXX I never met and was charged all that fees : according to HUD-1 statement I have paid to seller Line XXXX sett.charges ( line XXXX ) {$38000.00}, line XXXX Gross amount due to seller ( line XXXX ) {$690000.00}, line XXXX reductions in amount due seller ( line XXXX ) {$630000.00}, line XXXX cash to seller {$61000.00}. When I added the amounts, I have paid or promised to pay to the seller it is XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX plus unspecified interest and others hidden fees for 30 years on the XXXX XXXX loan and unspecified interest and other hidden amounts for XXXX loan for the term of 20 years.
Basically, the finance amounts the minimum I got ta pay according to HUD-1 statement is {$730000.00}, but it is more because it's variable mortgage rates, unspecified interest and no periodic payments to show how much I would pay at the end of both loan terms.
according to HUD-1 statement just in cash I paid almost XXXX XXXX XXXX dollars : $ XXXX $ XXXX {$99000.00} THIS AMOUNT IS NOT REFLECTED IN THE TOTAL PRICE.
Where did the money go? Please send me the documents showing who received it and why it was not reflected in the final purchase price.
XXXX Loan Heloc XXXX {$130000.00} Doc # XXXX recorded on XXXX due date XX/XX/XXXX 20 years term In the letter from XX/XX/XXXX, you are casually mentioning that XXXX XXXXXXXX XXXX XXXX XXXX is second Trust Deed and was used to cover the contracted price of the property.
The fraud happened when XXXX was disguised, not explained as shared equity loan I was not given FULL Disclosure 's XXXX ) at least 30 days in advance of executing the loan documentation, the borrower receives full disclosure of the terms and conditions of the loan including the economic consequences to the borrower of the obligation to pay contingent difference interest ( Chapter XXXX Cal.Civ.Core {$1900.00} Shared Appreciation Loan ). Home equity line of credit Deed of trust future advances XXXX is a shared appreciation mortgage loan giving the lender the right to receive a portion of the income from the property or its sale as " additional interest '. I was not explained about the arrangement to share ownership of the property. The borrower must occupy the property. Every time I called Loan Care or XXXX XXXX XXXX and XXXX XXXX every single representative was asking me if the property was owner occupied, now I know why. Also shared equity lets you borrow additional money to count towards your deposit.
When the property sells, the allocation of equity goes to each part, according to their equity contribution. I did not agree to the shared equity. I did not sign the XXXX, the signature was copied from the XXXX XXXX deed of trust by the lender to gain more profit and take advantage of XXXX XXXX person.
A Heloc is a line of credit borrowed against the available equity of your home. Your home equity is the difference between the appraised value of your home and your current mortgage balance.
That is why the foreclosure sale was postponed 3 times already, currently the property has lots of equity about {$400000.00} ( XXXX XXXX XXXX XXXX ), when the property is sold the equity left from the proceeds goes to the borrower after all the repayment to the lender and trustee. Plus, the predatory lender practice predatory practices by collecting more late fees and charged.
The bottom line is that both loans were not secured and are more likely to be treated as equity not a debt.
since all loans were paid upfront the lender pocketed the insurance, because if a borrow does not put XXXX XXXX XXXX XXXX and I PUT OUT ONLY XXXX XXXX XXXX XXXX you have to pay insurance.
The Lender sold me the property that was not available for sale, the property was in trust and had an existing mortgage. See doc XXXX deed XXXX pages XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX and Ohio XXXX XXXX HUD-1 mentions XXXX XXXX XXXXXXXX XXXX {$590000.00} XXXX On XX/XX/XXXX was XXXX of the property doc # XXXX one-page grantors XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX and XXXX XXXX XXXX XXXX All the information you asked me was send 6 months ago more than once to lender servicers, XXXXXXXX XXXX XXXX XXXX # XXXX grand deed on XX/XX/XXXX grantors are XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX pages she changed her into XXXX XXXX XXXX that holds tittle, when she transferred the title in the XXXX you mentioned XXXX XXXX deed XX/XX/XXXX she used her old name XXXX XXXX XXXX XXXX that had no tittle.
The fraud lies in the splitting property with one lot into 2 parcels where the second parcel is just an expired easement. I will go into details about the fraud of the description of the property and tittle insurance fraud in my next complaint.
Please answer to all my raised issues on this e mail. I also was notified that my credit is getting worse due to reporting me on late payments. Considering the fraud, you created 15 years ago by predatory lending and not helping to resolve the issues creating more waste and expenses added on my behalf I will get all my credit cleared and justice will be served.
Thank you.
XXXX XXXX
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| 05/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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This lender was not my choice. My initial mortgage was sold to XXXX who is using Loancare as it service provider for my mortgage.
I have independently paid for flood insurance since XXXX but it's only been since early XXXX when I requested that Loancare not include my flood insurance premiums in my escrow nor that they pay the premium from my escrow account. That's when my troubles with my escrow account started and I've had nothing but problems with them ever since.
On XX/XX/XXXX the {$480.00} premium was paid by Loancare without review of the notes in my file that indicated I would be paying my own premiums. I received notification by email that Loancare had paid the XXXX premium. I had already written my check for the payment and had it ready to mail to my insurance agent. I called Loancare immediate and was told I would have to replenish my escrow account the premium they had paid to avoid an escrow shortage. When I spoke to a customer service representative at Loancare, they told me they could see that I was paying my own premium but discovered that the escrow department did not review the notes prior to payment nor did the departments converse.
I began requesting my escrow account be waived. My request was denied multiple times stating that my principal balance is greater than or equal to 80 % of my original appraised value. However, no one I spoke to would provide details about the process with which to adjust my appraised value.
I believe in early XXXX I received a letter indicating that my property was now in a flood zone and would be required to purchase flood insurance. Once I provided proof my escrow account was increased to allow for the payment. I again reinforced that Loancare was not to manage the payment for my flood insurance premium. Finally in XXXX, I was able to make my own flood insurance premium payment. Proof of my coverage was provided to Loancare and it's not been a problem.
Unfortunately, Loancare has mismanaged my escrow account since the problem with my flood insurance. Finally on XX/XX/XXXX, XXXX from Loancare shared that it would take a Broker 's Price Option ( XXXX ) or an appraisal as Loancare continued to use my initial home value of approximately {$100000.00} with a mortgage value of approximately {$94000.00}. XX/XX/XXXX I was told by XXXX that I would have to use their Broker and their appraiser. That didn't sit well with me as I have not been able to trust Loancare and/or their escrow account.
On XX/XX/XXXX I submitted a BPO via my portal with XXXX/Loancare. I received an email confirmation it was received. I thought the process had been started.
I have paid extra to my principal each month when making my monthly payment. My XX/XX/XXXX analysis of my escrow account indicated a shortage of {$140.00} was needed to balance my escrow account. That payment was mailed on XX/XX/XXXX and applied to my escrow on XX/XX/XXXX. Because my payment for XXXX had already been calculated with an increased amount due to my escrow of {$12.00}, only {$10.00} of the {$22.00} additional principal I submitted for my XX/XX/XXXX payment was applied to the principal, despite paying my escrow shortage in full. At one point I discovered using my online portal that the extra principal of {$34.00} I paid had been applied incorrectly and needed to be re-applied. It took a request from me to have that done, which took time for them to process.
On XX/XX/XXXX, my first half property tax payment was deducted from my escrow account in the amount of {$1200.00}, which caused an escrow shortage of {$240.00}. My XX/XX/XXXX payment absorbed {$180.00} of that amount then leaving a shortage of {$65.00}. I mailed the {$65.00} shortage on XX/XX/XXXX. The {$65.00} wasn't applied to my escrow until XX/XX/XXXX. On XX/XX/XXXX, the {$65.00} was removed from my escrow and re-applied to my principal. XXXX told me that she could see that it was paid, applied and then re-applied and that it would take 5 days to resolve. She also told me that the property taxes were paid in bulk for all the parcels serviced by Loancare and then the Treasurer 's office would disperse to the appropriate parcels. I was provided a check number for tracking purposes.
On XX/XX/XXXX, per XXXX, I was told that XXXX, the company Loancare uses to pay property taxes had to reissue my tax payment because the county treasurer 's office had returned my tax payment for " incorrect payment method used ''. I spoke to XXXX and XXXX at my county treasurer 's office and they said they had never heard of such a thing. They pulled up my parcel and showed me that my property tax payment had not been received. My parcel reflected that in XXXX XXXX had paid bulk property taxes to my county treasurer in the amount of XXXX XXXX plus dollars of which my taxes had been a part of. Nothing was reflected on my parcel for XXXX.
I had asked Loancare to investigate why my tax payment was removed from my escrow and not submitted to my treasurer. I was referred to Loancare 's Escalation department and spoke to XXXX. She was to submit a work order to determine why my taxes were not paid and that the process to close my escrow account would be completed by XX/XX/XXXX. I did not hear anything more from Loancare about the investigation. As of this writing I still do not know why my property taxes were not initially paid.
The first half property taxes were due by XX/XX/XXXX. During the month of XX/XX/XXXX, I kept watching my local county Treasurer 's website for payment of my taxes. They weren't applied to my parcel by XX/XX/XXXX. After calling Loancare again, I was told that XXXX had submitted my tax payment by XXXX XXXX on XX/XX/XXXX and was given a tracking number. My property tax payment made by XXXX was not received at my county treasurer 's office until mid day XX/XX/XXXX.
On XX/XX/XXXX, my first half property tax payment was returned to my escrow account. On XX/XX/XXXX my first half property tax payment was again removed from my escrow. In addition, the re-application of my {$65.00} escrow shortage happened on the same day. Again my request to waive my escrow account was denied because of the misapplication of the shortage in the first place.
On XX/XX/XXXX I spoke with XXXX about the denial letter to waive my escrow account. I was to disregard the letter and was told my escrow account was scheduled to be closed by Friday, XX/XX/XXXX. She transferred me to the escalation department again. However, I have not yet received a response.
My escrow payment amount was still reflected in my online portal and included in my monthly payment. On XX/XX/XXXX, I spoke with XXXX who indicated that my request to waive my escrow was still going in the right direction and was to be completed by Friday, XX/XX/XXXX. The updated analysis of my escrow account on file still reflected my same escrow payment of {$180.00}. I explained that I did not want to make my XX/XX/XXXX payment until the escrow amount was removed because I had been told repeatedly that my escrow account would be closed.
On XX/XX/XXXX at XXXX Pacific Standard Time, I spoke with XXXX. My request to close my escrow account was still processing and that my escrow would not be closing until XX/XX/XXXX. There was no reason indicated but it is being closed and I was approved to have the escrow account closed. She could forward me to the Escalation Department and I refused as I had spoke to someone there twice and was unsuccessful in receiving a response. I was told that if I did not make my full payment including my escrow amount, my payment would be considered late and it would reflect negatively on my credit report. So I paid my payment by phone and it was applied that day. Now my escrow account has an {$180.00} balance.
I asked for a supervisor or a department head. I was placed on a lengthy hold and found out a supervisor was not available. XXXX said she has sent the supervisor an email and he would return my call after XXXX pm Pacific Standard Time on Monday, XX/XX/XXXX and that they would resolve the issue. With no response from the supervisor, I went into my portal with Loancare and sent an email request to have my escrow account waived immediately and wanted my XX/XX/XXXX escrow payment of {$180.00} returned to me in full within XXXX hours.
It it the evening of XX/XX/XXXX and I have yet to receive a response from Loancare or their escalation department or a response from my online escrow request.
My telephone contact with Loancare is extensive. I've spoke to a different person each time. I have detailed notes.
This will be my third complaint with CFPB regarding my escrow account with Loancare. NOTHING HAS BEEN DONE.
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| 01/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have my mortgage payment ( XXXX XXXX XXXX XXXX acct # xxxxxxxxxxx ) automatically paid through my online banking with XXXX XXXX.
When I received my monthly statement for my XX/XX/XXXX payment ( around XX/XX/XXXX ) it showed an overdue balance. Indicating my XX/XX/XXXX payment had not been received.
That is when this horrible customer service experience started.
I began making calls. I was on hold for over 4 hours that first day alone.
No results.
Around XXXX I received a Delinquent Notice ( drafted XX/XX/XXXX ) showing the missing payment of {$1800.00} as well as a late fee of {$72.00} The check for that ( Missing Payment ) was # XXXX for {$1900.00} and included an extra {$28.00} to go towards Principal like I do every month.
According to the back of the check it was processed by XXXX XXXX XXXX on XX/XX/XXXX.
More calls, more emails, Still no results.
XXXX Doing more research into how to get this fixed I discovered that my bank had switched the last 2 numbers of my loan number on the check # XXXX.
I also discovered that the same last 2 numbers had been switched for many months without any issues. I informed loancare of this by email and phone call.
I sent about 10 emails begging for them to call me and tell me what they needed.
No result.
on XX/XX/XXXX they cashed my check # XXXX for {$1900.00} ( it also had the last 2 of my loan numbers switched ). They recorded it as my XX/XX/XXXX payment. and took the {$28.00} that should have gone against my principal and applied it towards my {$72.00} Late Fee for the check they cashed XX/XX/XXXX leaving me a late fee balance of {$44.00} and still a payment behind.
on XX/XX/XXXX when I again was spending my day off on the phone with " my loan care '' I was told ( finally ) that I needed to send a copy of the cancelled check. I did.
on XX/XX/XXXX when i called to see if the issue was resolved yet. I was told they hadn't received the copy of the check. I sent the front and back of the check and began begging to learn if it had been received in a format that they could access. I received no such conformation.
on XX/XX/XXXX I received an email copied here : " Escalated Payment Disputes XX/XX/XXXX to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us.
SUBJECT : cashed check not credited to my account Dear Valued Customer, Thank you for contacting us.
We have received your recent inquiry regarding your mortgage account.
Your request has been forwarded to the appropriate department.
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account.
Please feel free to contact us if you have any additional questions.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX '' I started to loose all hope.
on XX/XX/XXXX I called to see how their research was going.
( just to be clear every time i say i call I mean I call, go through the the annoying phone answering system entering my loan # soc sec # etc ..., get a human verify my loan #, soc sec #, zip code, phone #, etc usually get disconnected and go through it all 2 or 3 more times ) At this point ( I've been trying to resolve this for over a month ) I'm told they need a copy of my bank statement showing the funds withdrawn.
I send a copy of my bank statement showing the funds withdrawn and make multiple calls until i am told they can view the bank statement and this will be resolved by the XXXX.
I received this useless email : " Escalated Payment Disputes XXXX XX/XX/XXXX ( 7 days ago ) to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us.
SUBJECT : XXXX loan payment cashed and not credited to my account.
Dear Valued Customer, Thank you for contacting us.
We have received your recent inquiry regarding your mortgage account.
Your request has been forwarded to the appropriate department.
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account.
Please feel free to contact us if you have any additional questions.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender.
*** this email was scanned for malicious content *** ********************************************************************************************** In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at : ========== Original Message ========== Subject : XXXX loan payment cashed and not credited to my account.
Attached is another piece of the puzzel.
Please contact me ASAP if you need anything else.
Don't make me wait another 6 weeks and then tell me you don't have the information you need.
On the statement you can see check # XXXX.
You can also see that my balance dropped by {$1900.00} on XX/XX/XXXX.
on XX/XX/XXXX I called around XXXX XXXX, I was told a supervisor would call me back by XXXX XXXX. No call!!!
on XX/XX/XXXX I called before noon and spoke with XXXX # XXXX, she connected me with XXXX # XXXX. XXXX sounded like she really wanted to help me. She would go to the cashier department to see what she could do and get back in touch with me.
NOTHING!!!!!
on XX/XX/XXXX I received an email that was a response to an email I had sent exactly 4 weeks ago. copied here : " Customer Service XXXX XXXX ( 7 hours ago ) to me Reference number : XXXX Please use this ticket number in any correspondence with us.
Subject : Payment/Statement Inquiry Dear Valued Customer, Thank you for contacting us.
We have received your recent inquiry regarding your mortgage account.
Your request has been forwarded to the cash department for further research and resolution Please feel free to contact us if you have any additional questions.
Please DO NOT REPLY to this email. Your request has been resolved.
Replies to this resolved ticket will not be read or responded to. If you need further assistance or have additional question, please submit a new request by visiting our website and logging into your account.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender.
*** this email was scanned for malicious content *** ********************************************************************************************** -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- XXXX Evening Payment/Statement Inquiry this check was cashed but not credited to my account.
I noticed the last 2 numbers of my account were switched by my online banking and have been for many months.
HELP '' still XX/XX/XXXX I called again, spoke with XXXX # XXXX, she eventually connected me with XXXX # XXXX. All XXXX could do for me is confirm that it is being researched and she would see what she could do.
Several hours later I received a call from a loancare computer asking me to call back.
I called back instantly, struggled to get through the answering system, eventually being connected to XXXX # XXXX again, she had no idea why i received the call.
I called back, reached XXXX # XXXX she said I had received a courtesy call because " my payment was late ''.
in conclusion : I have been hitting brick wall after brick wall and been lied to for almost 2 months. The only slightly good thing that has come out of my many many hours of fighting this is I've been told the remaining {$44.00} of my late fee has been waived.
I just went back and deleted most of my personal information
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| 07/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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My Mother passed away in XXXX XXXX and her home mortgage was with LoanCare , LLC. I am the executor of her estate. My sister lived with my mother and after her passing, she continued to live there but she got behind on making payments and in XX/XX/XXXX, Loancare said the past amount due of approx {$3500.00} would be due in full or we would need to sell before foreclosure proceedings would start. The decision was made to put house up for sale. I will describe below what took place, but our main complaint is the house was sold and paid off, but we feel there was an error on the payoff amount given and we should be refunded {$8600.00}. We paid the amount they requested just so we would not incur anymore fees but we want to dispute this payoff amount.
**First pay off we requested and received from Loancare was dated XXXX in the amount of {$95000.00}... good through XXXX. ( This includes 1st principal balance of {$82000.00} plus {$8600.00} second principal balance plus {$2200.00} in interest and {$1900.00} in fees ) The loan had been in a previous modification/forbearance when my mother passed so the {$8600.00} mentioned above was past due amounts added to end of the loan.
**Second pay off received from Loancare dated XXXX was in the amount of {$96000.00}... good through XXXX. ( This includes 1st principal balance of {$82000.00} plus {$8600.00} second principal balance plus {$2600.00} in interest and {$2000.00} in fees ) Please note we did NOT get to see this XXXX payoff until XXXX, long after sale of the home, when someone from Loancare finally emailed it to me as a result of a XXXX hour phone conversation with us disputing the final payoff given to us by their foreclosure attorney in the amount of {$100000.00}!
**Home was sold in the amount of {$140000.00} and closing papers were signed with title company on XXXX. Title company 's fees/taxes/insurance/etc. were {$10000.00} ( see attached Sellers Statement ) leaving {$120000.00}. We found out at the closing appointment with title co. that they had not received the pay off amount from Loancare yet, so profit from home sale could not be distributed yet. We found that odd of a title company to close on a home without the payoff, but I guess thats another whole different complaint.
**On XXXX we contacted Loancare ( spoke to XXXX XXXX to inquire about the payoff again, because the title company had still not received it from them. We asked to speak to a manager and were given to XXXX, Representative of Leadership. XXXX told us it had gone into foreclosure on XXXX and their attorney 's office would send the payoff to the title company. This was the first we had heard it went into foreclosure! We had stayed in contact with Loancare throughout, letting them know that home was up for sale, letting them know it had sold but we hadnt got pay off and always asked if we were still ok as far as foreclosure and were always assured it was ok. We were never notified in writing or by phone that it had gone into foreclosure. Once telling the title company this news, it also made them very nervous as well as they had paid out all of their fees/commissions.
**On XXXX we received the final payoff quote from Loancare 's attorney, XXXX XXXX XXXX XXXX showing {$100000.00} as total. We knew there had to be an error because this number was way too high based on previous payoff quotes.
**On XXXX I contacted the attorney 's office and spoke with XXXX XXXX and told him there was an error in this payoff. I told him it looks like the amount shown on their payoff letter under " principal balance '' was incorrect. All other supporting paperwork including XXXX, XXXX, XXXX and XXXX 's monthly statements and the XXXX and XXXX payoff statements from Loancare ( see attachments ) all showed the principal balance as {$82000.00} and " the second principal balance '' as {$8600.00}. It looks to me like that {$8600.00} was added to the principal balance in error and then listed again as the second balance. ( If you add {$82000.00} and {$8600.00} - it comes to {$91000.00} and this is the number they have stated as the first principal balance, but then the {$8600.00} was added again under second balance. ) These were the number totals in the attorneys payoff letter : ( see attachment for verification ) Principal Balance {$91000.00} ( notice that the above {$82000.00} & {$8600.00} add up to this number ) Second Principal Balance {$8600.00} ( we believe this was added to principal above and then listed again here ) Interest {$2800.00} Escrow Advance {$2500.00} Property Taxes {$840.00} Property Inspection {$20.00} Total Fees {$130.00} Accum. Late Charges {$110.00} Recoverable Balance {$92.00} TOTAL to Payoff - {$100000.00} ** On XXXX I called Loancare to ask about this error I believed had happened. I first spoke with XXXX and explained everything and she then transferred me to XXXX ( Agent ID # XXXX ). She didnt think there was an error but said she would have it looked into but would take 5-7 business days before they would get back to me.
**On XXXX I contacted the Title company and told them to pay off the loan using the attorneys payoff figures because it expired on XXXX and I did not want to chance there being more interest and charges added to the total. I said I would just try to dispute it, if Loancare did not end up figuring out the error and refund what I felt would be due to us ( me and my 2 siblings ).
XXXX XXXX Loancare received the payoff through an overnight package from title company. The title company did deduct the {$840.00} for property taxes ( see above figures ) because they paid them at the time of the house closing, ( see title companys attached seller statement ) so that was already taken care ofso the attorneys payoff to Loancare was taken from {$100000.00} to {$100000.00} and this is amount Loancare received.
**On XXXX I contacted Loancare to see if anything had been figured out showing an error in the payoff as it had been well passed the 5-7 business days. I first spoke with XXXX and she confirmed it was paid in full now but did not see where any money was owed back. I then ask to speak to a manager and she directed me to XXXX and she also confirmed that they received payment in full of {$100000.00} and she did not see where any money was due to be refunded back. I explained what all had happened and explained in detail where I thought the error was and it just seemed as simple as the second principal balance of {$8600.00} was added twice once into the 1st principal balance and then again listed as 2nd principal balance. She could not see or seem to agree with me. She was doing some figures on the phone using the XXXX payoff and I told her I had been requesting the XXXX payoff several times and we only ever had the XXXX payoff and the title company couldnt get it either. So XXXX emailed the XXXX payoff copy to me that dayit showed the payoff balance then as {$96000.00} and sure enough it showed principal balance as {$82000.00} and second principal as {$8600.00} plus fees of which are figured into attorneys payoff. XXXX then started trying to figure what she thought payoff would come out as and she said since it was {$96000.00} through XXXX ( coincidentally the same day the house was closed on ) and it would be an added {$9.00} each day after that and would have been 22 days, totaling {$210.00}. So we both agreed that would only total to {$96000.00}. So she kept continuing to look and she started speaking of maybe it was corporate advance fees and maybe thats where extra money came from. I told her we had already spoke to XXXX at the THEIR attorneys office and asked if there were attorney fees to us or any other fees we werent seeing and he said they had already gone over the corporate advance fees and there was only the {$92.00} that they deemed as recoverable ( which is in the pay off quote from them. ) He also said in the state of Ohio, attorney fees are non-recoverable to the seller and are Loancares responsibility. We were on the phone with Loancare for XXXX hour and XXXX mins and still nothing had been resolved. She said she would continue to review it after we ended the call, but we have never heard anything back as of today XXXX.
Im sorry this was long, but Im trying not to miss anything. Im hoping you can help us resolve this matter. As the executor of my Moms estate, it has been very stressful for me being the only one to deal with all these matters. This home was the only thing she had of any value and I just want to make sure my siblings and I receive what is owed to us. Thank you so much for your assistance.
|
| 12/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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XXXX XXXX, XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX XXXX : XX/XX/XXXX XX/XX/XXXXAcct # XXXXXX ; XXXX Acct # XXXX, Claim # XXXXXX ; LoanCare # XXXX Property Address : XXX XXXX XXXX, XXXX, GA XXXX Background A devastating fire destroyed the house located on borrowers propertyXX/XX/2015. XXXX, the insurer, paid XXXX XXXX, XXXX ( XXXX ), loan servicer for XX/XX/XXXXXX/XX/XXXX, the mortgage payoff amount of {$250000.00} ( Exhibit 1 ). XXXX placed funds into an escrow account to fund home construction.
Borrower demolished remains of the home, removed all debris from property, and put new home construction out for bid and hired a general contractor the following year. Builder prepared the lot for construction ( e.g., obtained building permit, graded lot ) and poured concrete foundation walls. However, contractor failed to build according to specifications, violated important contract provisions, and borrower terminated the agreement.
Basis for Notice of Error No insurable structure exists on property. Nevertheless, XXXX and subsequent loan servicer LoanCare LLC ( LoanCare ) assessed, calculated, and collected monthly payments that included charges for hazard insurance.
Furthermore, Borrower asserts the {$250000.00} mortgage payoff in XX/XX/XXXXeliminated XXXX XXXX economic and insurable interest in the property, with all other mutual contractual obligations remaining in place between the parties. The mortgage payoff amount eliminated all potential risk of loss from XXXX XXXX issuance of borrowers mortgage. Insurable interest is defined as, means any substantial economic interest in the safety or preservation of the subject of the insurance free from loss, destruction, or pecuniary damage or impairment O.C.G.A. 33-24-4.
Earth could swallow the property whole making it disappear completely and XX/XX/XXXXXX/XX/XXXXwould be no worse off.
Georgia law states, No insurance contract on property or of any interest therein or arising therefrom shall be enforceable except for the benefit of persons having, at the time of loss, an insurable interest in the things insured O.C.G.A. 33-24-4 ( b ).
Therefore, purchase of hazard insurance subsequent to destruction of the house on XX/XX/XXXX, is senseless, unjustified, goes against Georgia law must be reimbursed to borrower : No insurable structure is present on the property. Any contractual obligation to carry homeowners insurance while mortgage funds outstanding expired in XX/XX/XXXX. Its not possible to purchase insurance on a structure that does not exist.
XXXX XXXX or its agent placed mortgage payoff funds from borrower into an escrow account, thereby eliminating the companys insurable interest. Georgia law refuses to enforce insurance contracts that benefit those without, an insurable interest in the things insured. amount thereby and wholly unjustifiable because Fannie Mae lacks an insurable interest in the property.
Basis for Information Request Disturbingly, hazard insurance estimates found in XXXX Escrow Account Analysis is radically different from LoanCares over the same period with no change in the property ( e.g., no additional construction occurred ). Specifically, XXXX estimated {$1700.00} for Combined Property Insurance cost on its Annual Escrow Account Disclosure Statement dated XX/XX/XXXX : On the other hand, LoanCares Annual Escrow Account Disclosure Statement dated XX/XX/XXXX, arrives at an estimated Hazard Insurance Disbursement drastically higher than Ditechs at {$7400.00} in XX/XX/XXXX.
It strains credulity two loan servicers allegedly acting in good faith could arrive at hazard insurance estimates {$5700.00} apart a mere 122 days from one another.
Separately, a closer review of XX/XX/XXXXAnnual Escrow Account Disclosure Statement dated XX/XX/XXXX, reveals additional suspicious entries made to the mortgage escrow account.
XX/XX/XXXXtotal We Expected to Pay Out estimates from XXXX through XX/XX/XXXXof {$5300.00} surpass the We Actually Paid Out amount of {$2100.00} by {$3200.00}. An estimated future payment of {$1700.00} for annual hazard insurance in XXXX and another {$1700.00} payment in XX/XX/XXXX XXXX for annual hazard insurance conveniently turned the significant surplus into a deficit.
LoanCares Escrow Account Disclosure Statement reveals the company issued no hazard insurance payments in XXXX, XXXX, or XX/XX/XXXX, further supporting the appearance of impropriety by eliminating an escrow surplus with two consecutive {$1700.00} annual insurance-related payments lacking any reasonable basis.
Request for Information Please provide requested information on all insurance-related escrow account activities associated with loan servicing for the periodXX/XX/XXXX, throughXX/XX/XXXX, ( review period ) in addition to explaining the fundamental assumptions used in and process for calculation of the Anticipated Annual Disbursement for hazard insurance payments.
For purposes of this document, insurance-related includes but is not limited to : Homeowners, hazard, builders risk, or any other insurance products : ( a ) Policies purchased by LoanCare and XXXX in the ordinary course of business servicing the loan using existing or expected funds from borrowers escrow account during the review period ; and ( b ) Any and all force-placed insurance policies purchased by LoanCare or XXXX on behalf of the borrower during the review period ; Escrow account activities includes but is not limited to : Accounting for all insurance-related debit and credit entries made to the escrow account during the review period. Please provide the dates, plain-English descriptions, and dollar amounts for insurance-related journal entries made by LoanCare and XX/XX/XXXXto the mortgage escrow account for each major category ( e.g., Projected Amount or What We Expected to Pay Out ) including any correcting and/or reversing account entries, fees, along with the assumptions ( e.g., CPI, property value ) used determining these amounts during the review period ; Receipt, processing and payment of invoices from insurance-related providers during the requested period. Please provide copies of all insurance invoices received, logs or records of requests to insurance companies for invoices ( if none, please so indicate ) and cancelled checks substantiating payment by XX/XX/XXXXand LoanCare for insurance-related services during the review period ; LoanCare and XX/XX/XXXXproviding proof notice consistent with 12 C.F.R. 1024.37 prior to purchase of force-placed insurance policies. Please provide proof of delivery notices and related information as required by 12 C.F.R. 1024.37 along with all correspondence specifically related to force-placed insurance during the review period. Additionally, please provide complete copies of insurance policies purchased, including named beneficiary, coverage amounts, policy benefits, and exclusions.
Loan servicers customarily make one annual insurance payment and the review period is six years ; as such, this request straightforward and reasonable. Furthermore, receiving all requested information from each servicer is critically important to understanding the servicing of the account clearly never professionally reviewed or audited as the dollar amounts are substantial and the estimates from each servicer vary widely.
Notice of Error All insurance-related payments made from borrowers escrow account subsequent to XX/XX/XXXX, for the reasons explained in detail above, are in error and must be reimbursed immediately. Receipt of Please provide a complete explanation, a copy of documents relied on in reaching your conclusion, and the name and phone number of the person ultimately responsible for the decision should XXXX or LoanCare arrive at a different conclusion.
I can be reached at ( XXXX ) XXX-XXXX or XXXXXXXX if you need to contact me for additional information. Consider this an Error Resolution Notice under 12 C.F.R. 1024.35 and Request for Information under 12 C.F.R. 1024.36.
Sincerely, XXXX XXXX cc : XX/XX/XXXXXX/XX/XXXX XXXX Mr. XXXX XXXX XXXX, LoanCare XX/XX/XXXX XXXX XXXX, XX/XX/XXXXXXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency ( OCC ), Federal Housing Finance Agency ( FHFA ), Consumer Financial Protection Bureau ( CFPB ), Housing and Urban Development ( HUD ) Office of Inspector General, HUD Office of HUD, Georgia Department of Banking and Finance, Georgia Office of Attorney General, and Georgia Department of Insurance.
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| 08/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I don't know how to categorize my complaint, as it has built over several interactions, but simply put I believe that XXXX XXXX XXXX, and/or Loancare ( subservicer ) is handling my account in a predatory manner, intended to generate consistent fees, and hamper my ability to dispute them. I am worried about ongoing damage to my credit, and frankly do not wish in any way to give financial support to what seems to be at the very least an unethically managed company. I have been able to successfully reverse at least some of the spurious charges, but I am worried that there are likely fees that I have missed, and I don't actually know what sort of hits to my credit I may have suffered as a result.
I have had a persistently poor relationship with XXXX since my loan was sold to them, but particularly since Loancare began to be the subservicer of my loan. My mortgage had been sold once before, but the first two companies did not have any issues as far as I could see. Over the last few months the situation with Loancare has become an unworkable risk for me. During XXXX, I was laid off when my employer shut down operations due to Covid-19. There was significant financial confusion on my end at the beginning and I had a late payment due to an overdraft. I did remedy the payment within days of the issue. After looking further into it, it appears the late payment ( my one and only ), was a result of mismanagement on my end, not an actual shortage of funds, so it was quickly resolvable. I am not sure exactly how it happened but over the course of my conversations with Loancare, as I was attempting to investigate what went wrong with the payment, I was placed on a forbearance plan. I did not request this.
I should say, I am missing most of the specifics from the many phone conversations I have had in attempts to remedy these issues. I would like to request the XXXX and Loancare provide me with recordings of any phone calls regarding my account. I have not requested them yet, honestly because I am worried that the recordings could be simply erased in an effort to deprive me of evidence in a complaint. Loancare also appears to go out of their way to make contact difficult, as I will discuss more later. My hope is that by filing a complaint, I would be more likely to avoid their standard attempts to brush me off or get me to simply give up and accept the fees.
I did not wish to be on a forbearance plan at any point, particularly because I feared that there would be unforeseen repercussions and complications. Again, I don't actually know if it was even discussed with me, or if I was automatically placed in forbearance due to some trigger that I don't understand. In any case I DO specifically recall being told by Loancare that I could maintain my automatic withdrawals on schedule so as not to fall behind on payments, which I was still in solid position to continue making on schedule and without interruption. I made the payment by phone, and attempted to reinstate automatic payments. I was led to believe that there would be no issue with that moving forward.
As another aside, I should note, that automatic payments online are one of the very few options to pay your mortgage through this company without paying a fee. For example they charge {$12.00} per payment over the phone even if you use the automated phone system. They XXXX it up to {$15.00} if you do it through a representative. Obviously if you have an issue with your payment and need a quick resolution, you don't really have much choice. While I'm sure there's nothing untoward legally about such a practice, as a consumer, its a glaring red flag that this is likely a company built on nickel and dimeing it's unsuspecting customers. In the same vein, the automated phone system and customer service line is clearly structured to break the will of anyone in need of assistance.
It's at least a 10 minute ordeal to sit through all of the recordings and selections before you can even start waiting in line for the representative. As I'm sure is easily inferred, that wait can be absolutely oppressive in length, and unsatisfactory when connected. On top of that, any representative you reach is inevitably in a different department than what you need. You can almost count on being blind transferred to a new representative at least once. That representative will need to be brought up to speed from scratch, and often may simply transfer the call again. In any given transfer, I would guess that approximately 20-40 % of the time, the call is simply dropped, leaving you to start from zero each and every time. If you are calling about a complicated issue that requires a supervisor, or multiple departments, it becomes a serious barrier to be constantly transferred, when the failure rate per transfer is high. The time really adds up when you must relay a long story to each of these people, and have your information thoroughly vetted each timed. I have requested callbacks in the event that I am dropped. These callbacks never happen, even if you are dealing directly with a supervisor. One representative even told me that outbound calls are literally not even possible by the customer service department. I have requested that reps stay on the line to ensure that if the next line does not answer I am not merely recirculated into the general on-hold pool to start anew. It is simply not an accident the number of calls that are dropped or misrelayed. It is designed to get me to just suck it up and pay the wrongly assessed fee rather than waste the hours. I was once even told by a representative, that it is impossible to waive fees through customer service, that the only way to dispute any charge over {$15.00} is through a written formal complaint. Ironically, that representative did drop the fee I was questioning, leading me to believe that the lie was yet another attempt to inconvenience me to the point it was not worth disputing, so that they could siphon another {$82.00} fee.
In any case, from the very beginning of the forbearance, I attempted over and over again to reinstate automatic payments. Each month, I would check to see if the funds came out on time, and discover that the payment had not been deducted. I would then spend the hours navigating customer service to see what the problem was with automatic payment. No explanation would be given, so I would make the payment by phone, and again go through the automatic payment setup, which of course takes a while to do. I would than be assessed an {$82.00} late fee, which I would request to have waived, due to the fact that the payment is not made ENTIRELY out of their failure to deduct the funds properly. This cycle continued month after month. Eventually I was told that during forbearance, and even for months after cancelling it, that automated payments were impossible to set up. Obviously, this information was not provided to me by any of the representatives as I provided banking details over and over to reinstate the process.
After several months of this I just lost total faith in the company and have actually sought to refinance my loan with an institution that I can actually trust. I was willing to do almost anything to get away from this company and viewed the time and money spent trying to resolve this as sunk costs. I felt wronged, but it didnt feel worth it to complain further if I could simply get away. That was until I saw yet another fee in my XXXX statement for {$82.00}. The total fees for the month are {$160.00} although it is unclear where the second charge comes from. I simply cant take it anymore. I obviously would like the fees removed yet again, but I would also like to know exactly what fees I have been given over the life of the loan are and how that may have negatively affected my credit standing. I am happy to take responsibility for errors or issues on my end, but I just cant pay any more for an issue on their end, particularly when it seems to be an integral part of how the company conducts itself. At this point I strongly suspect there may have been other hidden charges along the way. Honestly it is more a matter of principle than the actual money. I think it likely that this company does this to untold other customers and I hate to think that they cushion their profits by repeating the same practice and preying on others like me.
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| 11/12/2023 |
No |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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XXXX XXXX XXXX
On Monday, XX/XX/XXXX, at XXXX XXXX, we spoke with LoanCare to reach an agreement on the late home mortgage payments. They offered us a program of accumulating all outstanding fees at the end of the total mortgage amount. Because the other program would harm us because the interest on payments would increase over 40 years, they agreed to send us these documents, which we would fill out. We would pay a notary to authenticate our signatures within 30 days.
Likewise, on the same day, we sent a modification loan since that is what they had offered us one month ago in an email.
On XX/XX/XXXX, they sent us confirmation of receipt of said email.
The same day, on XX/XX/XXXX, we called the California Mortgage Relief Program twice at XXXX, as Loan Cares loan modification staff told us they had no record of the program contacting them. However, since XX/XX/XXXX, we have received a response from our application telling me, " There is an internal process that needs to be completed before approval or denial. Your reviewer will contact you if additional information is needed or a decision has been made.
The first time, we were told on this program that LoanCare had yet to respond. The second time, we insisted that LoanCare answer that they had not received any information, and if so, it would be on the portal ; the Mortgage Relief Program customer service told us that at that time, they had sent the information they needed from the mortgage company again. Also, they told us that we had to wait until XX/XX/XXXX for the mortgage to respond ; otherwise, we would have to make a new application again.
On XX/XX/XXXX, we received a certified mail note saying that we had to pick up the documents at USPS to sign them since it was the second time they tried to locate us. However, my wife and I received a certified mail on XX/XX/XXXX, dated XX/XX/XXXX, without options to determine whether we qualify for temporary or long-term relief, notifying us that our loan has been referred for foreclosure. Assistance may be available with COVID-19, which we tried to do at the beginning of this year because of the minor 's health problem, but LoanCare rejected it. So, we started to make the first application to the California Mortgage Relief Program successfully for the first assistance COVID relief. Still, LoanCare did not accept a second application for COVID relief, as I said.
On XX/XX/XXXX, my wife went to collect the certificates since I was having an XXXX on my XXXX XXXX as a follow-up to my XXXX and appointments with the XXXX.
In a said letter dated XX/XX/XXXX, which I attach as evidence along with other documents, we are offered five options to prevent foreclosure and continue in our house : XXXX XXXX XXXX
" This letter is being sent to you by XXXX XXXX XXXX Dba XXXX XXXX on behalf of the servicer of your loan, LoanCare , LLC . If you provide information about your situation, LoanCare , LLC can determine whether you qualify for temporary or long-term relief, including options that allow you to stay home.
During and after the Pandemic, and even this year, we have experienced a reduction in income because a minor that we adopted no longer lives in our house due to health problems and was sent for long-term treatment and now the case has been brought to Court. We have been waiting to receive said income for over a year, as we have communicated to LoanCare several times.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
On XX/XX/XXXX and XXXX, Hurricane Hilary also affected us as it damaged our pool, which the insurance company did not want to cover. Even though they came to file the report, they told us they would send it to LoanCare, so we need to pay the reparation, generating new expenses in our packet.
On XX/XX/XXXX, we again needed to pay for an urgent situation because we had to request assistance from XXXX. We paid for the tow truck from the scene of the incident to the workshop where it would be repaired, the payment for said services, and since the event happened in XXXX, we paid the XXXX to be brought to our house in the fifth.
As if that were not enough, we have several medical appointments in XXXX XXXX for our XXXX XXXX children this month and the beginning of next year.
For all these reasons of reduced income, health, and personal emergencies, it is more advantageous for us to take option # 1, which LoanCare offered us in its certified letter of XX/XX/XXXX, received by USPS on XX/XX/XXXX, delivered and signed by my wife. On XX/XX/XXXX in the afternoon.
1. Forbearance Make reduced mortgage payments or no mortgage payments for a specific period.
We have decided to write this letter today because the letter that USPS gave us on XX/XX/XXXX, as I mentioned previously, tells us in the subject line that it is Foreclosure Prevention Alternatives Notice Under California Civil Code Section 2924.9. However, they already sent the loan to Foreclosure as they indicate in the said letter, that is, not Foreclosure Prevention as shown in the California civil code, and since LoanCare did not send them by phone on XX/XX/XXXX, only giving us the loan modification alternative and not Forbearance.
This week, lawyers and companies have left us several messages at all hours of the day to advise us about Foreclosure, Bankruptcy, sales, etc. Today, XX/XX/XXXX, a person came with measuring tools and took photos of the house, which we later saw with our cameras. Since he was unsuccessful in contacting us to enter the house, we also assumed to take photos and measurements inside it. That person, or lawyer, took pictures of the front of our house without our permission, and this same person called my oldest son, XXXX, to inform him that the house was on the Foreclosure list for a value of {$530000.00} ; my son asked me who put that price on it, nor do my wife and I know where that information was obtained. Furthermore, they do not have to call my son, family, or friends for any reason and worry them since XXXX XXXX does not own the house because he has not lived in XXXX for more than 12 years, of which more than 10 years He lived in the state of XXXX with my wife and I being the sole owners of the house and responsible for the payments on the mortgages we have had for a long time. Even so, they are all in charge of calling my relatives to see how they can locate me so, according to them, they can sell the house as soon as possible, confusing us with letters, emails, and phone calls that they are going to give us the opportunities established by the law of California for the prevention of Foreclosure.
So, we will send all the information again to LoanCare for option 1 of the Forbearance program that they offered us in certified mail on XX/XX/XXXX, received on XX/XX/XXXX by USPS, and received and signed by us on XX/XX/XXXX to Foreclosure Prevention. This way, they will not continue to confuse us, or it seems to me, by deceiving and omitting important information, already putting our house on a shopping list so that lawyers, companies, inspectors, etc., call us or visit us every day, including weekends, like today after XXXX XXXX, which I celebrate for my services to the nation.
Note : I am attaching documents so that they can resolve the possibility of not going to Foreclosure and give us the Forbearance program, providing the necessary support for our economic, health, climate, and personal situation, such as the repair of our only car that has authorization of XXXX.
XXXX
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| 02/06/2023 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare LLC is acting unlawfully as governmental agent collecting property taxes that I do not owe. Despite my objection LoanCare opened escrow account without my consent on XX/XX/XXXX and started to apply my monthly mortgage payments of {$1300.00} towards these unlawful property taxes instead of my loan principal by which they breached their contract with me. I have also discovered that LoanCare LLC took my Application/Promissory Note and gave me nothing of substance of theirs for it which constitutes fraud and theft. With that I requested forensic audit on my loan account, disclosure of documents and that LoanCare is the holder of my original Promissory Note with the following detail actions and documents served : 1. I am aware that every state of the Union is guaranteed republican form of government with Constitution being the supreme Law of the Land pursuant to Article VI Section 2 and Section 3 that secures unalienable XXXX given Rights to the People, in this case myself, such as the Right to own private property ; and 2. Based on extensive research I discovered that the organic XXXX California Constitution was replaced by XXXX California Constitution, a corporate charter, to mislead the People and to bring them under a fascist corporate tyranny that brought property taxation ; and 3. Then on XX/XX/XXXX this XXXX California Constitution was repealed which consequently repealed private property taxation ; and this repeal has been a matter of public record for over sixty one ( 61 ) years ; and 4. I discovered that property tax is based on the value of a property computed in the obligations of the United States ( Federal Reserve Notes ) ; and that no State or its subdivision shall tax the obligations of the United States pursuant to federal law ; and 5. I have perfected Land Patent No. 501 and the specific portion that pertains to Claimants private property by bringing it forward in my name which is a matter of public record through Affidavit of Publication issued on XX/XX/XXXX by XXXX XXXX XXXX XXXX, a newspaper adjudicated by the Superior Court of the County XXXX XXXX XXXX XXXX XXXX California ; and which is now a matter of public record ; and 6. I XXXX XXXX XXXX XXXX, XXXX XXXX # XXXX, XXXX # XXXX Tax Collector that my property is not subject to property taxation via form of Affidavit XXXX XXXX of XXXX defaulted on by which they agreed and admitted without an objection that Affiants property is private and does not fall under corporate XXXX of XXXX, agent of corporate State of California, jurisdiction and is not to be misclassified as commercial ; and 7. XXXX of XXXX XXXX Assessor by their default agreed and admitted without an objection that my property is indeed private dwelling/land secured under Land Patent which is supreme Title and XXXX unlike the fraudulently issued Trust Deed, which is inferior and only color of title to trick and deceit the People ; and 8. County of XXXX XXXX XXXX and XXXX Collector failed to rebut my Affidavit and claim that my private dwelling/property is not private property/land and is subjected to property taxation under repealed XXXX California Constitution; and 9. Furthermore, I found out that there is no money of exchange to pay for anything, and I XXXX XXXX XXXX XXXX XXXX XXXX and Treasurer-Tax Collector Verified Good Faith Offer to Pay dated XX/XX/XXXX via Certified Mail Number XXXX which was received on XX/XX/XXXX ; and XXXX. I requested XXXX XXXX XXXX to specify the specie in which to pay or how shall the alleged property tax debt be XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX and XXXX Collector XXXX XXXX Verified Good Faith Offer To Pay which pursuant to Tender of Payment Law UCC XXXX rendered any such alleged property tax debt discharged ; and XXXX. I XXXX XXXX XXXX XXXX XXXX XXXX and Treasurer-Tax Collector Lawful Notice of Discharge on XX/XX/XXXX ; and 12. XXXX XXXX of XXXX XXXX realized that I will not pay them taxes I do not owe they hired LoanCare LLC as their thug to extort me for the funds they could not extort from me directly ; and 12. I started to receive harassing letters from LoanCare LLC agents/employees/assigns around late summer XXXX that if I do not pay alleged property taxes LoanCare LLC agents/employees/assigns will open an escrow account to pay for the alleged property taxes that I do not owe ; and 13. I contacted LoanCare LLC agents/employees/assigns clearly stating that I do not consent to opening of an escrow account for the above stated reasons as I do not owe property taxes on her private property/land ; and 14. My Assistance of Counsel/NexXXXX Friend, XXXX XXXX XXXX and I, called LoanCare LLC institution on a recorded line on XX/XX/XXXX at XXXX and spoke with agent named XXXX to explain in a great detail the situation ; and XXXX XXXX of XXXX XXXX and their agents are in litigation with me and trying to use LoanCare LLC and their agents/employees as unauthorized government agent to extort me for funds I do not owe ; and 15. On XX/XX/XXXX at XXXX my Assistance of Counsel and I called LoanCare LLC institution again and spoke with agent named XXXX ID # XXXX ; and XXXX seemed to understand for which she escalated the issue to agent named XXXX ID # XXXX ; and 16. Then on XX/XX/XXXX my Assistance of XXXX and I, called again LoanCare LLC institution to explain the situation yet to another agent on a recorded line ; and all these calls are recorded and made part of a record ; and 17. Despite the above mentioned recorded communication and disclosure LoanCare LLC agents/employees/assigns unlawfully opened an escrow account without my consent on XX/XX/XXXX ; and LoanCare and their agents/employees/assigns started to apply my mortgage payments towards this unlawful escrow account to XXXX XXXX of XXXX XXXX alleged property taxes that I do not owe ; and by doing so LoanCare LLC and their agents/employees/assigns breached the contract between me and LoanCare LLC causing injury ; and 18. I served LoanCare LLC CEO, XXXX XXXX, 'Lawful Notification ' via United States Post Office with Proof of Service dated XX/XX/XXXX demanding proof that my private property/land is subject to unlawful taxation XXXX XXXX of XXXX XXXX XXXX and demanding deposition and forensic audit of my loan account ; and LoanCare LLC failed/refused to afford this forensic audit as required by law ; and 19. On XX/XX/XXXX I served LoanCare LLC CEO, XXXX XXXX, Writ of Nature of Discovery and Disclosure and Memorandum of Law demanding proof that LoanCare LLC loaned me anything of substance of theirs via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and 20. I served LoanCare LLC CEO, XXXX XXXX, with Notice of Liability/Opportunity To Correct and Contest Acceptance dated XX/XX/XXXX ; and 21. I served LoanCare LLC CEO, XXXX XXXX, Notice of Fault/Opportunity to Cure and Contest Acceptance dated XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX including my Fee Schedule which XXXX XXXX received on XX/XX/XXXX at XXXX and which now serves as self-executing contract ; and XXXX. I served LoanCare XXXX XXXX, XXXX XXXX, Notice XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received on XX/XX/XXXX at XXXX ; and which serves as agreement and stipulation without objection in any court in America that LoanCare LLC did not loan anything of substance of theirs to me and by doing so causing me injury to be paid in damages ; and 23. My Assistance of Counsel, XXXX XXXX XXXX, returned Assessors Parcel Number ( APN ) # XXXX back to County XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and with that this APN is no longer and in no any other way associated with my private property/land ; and 24. I continue to make the agreed mortgage payments in amount of {$1300.00} through verified XXXX online account and LoanCare LLC is not applying my payments to the principal and stating that I am in default instead by which LoanCare LLC breached our contract ; and 25. I declare that I can support the above stated with additional detail documentation which is a matter of public record and part of a court of record
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| 10/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company ( LoanCare LLC ) mishandled my mortgage payment check, causing person ( s ) unknown to me to contact me ( by mail ) with a copy of the check. The full story can be learned by reading the complaint I made to CFPB ( # XXXX ). The response to my complaint was totally unsatisfactory and has led me to file another complaint ( this one ). LoanCare 's response contains false and misleading statements and describes events that resulted in my being charged a {$20.00} returned check fee, which I want refunded. I should think LoanCare should be disciplined by CFPB for filing false statements in response, statements which seem to be designed to cover up gross negligence in handling my check or the criminal theft of my check. The story is below : My further complaint : LoanCare has responded to my complaint with FALSE or MISLEADING statements. ( There should be consequences for that. ) My belief : LoanCare is engaging in a conspiracy to cover up an attempt to steal my mortgage loan check, or has performed a manifestly egregious mishandling of my mortgage check. Evidence is outlined below : The response from LoanCare is not only unacceptable, it makes evidently FALSE or MISLEADING statements in support of its version of what happened. Regardless of the motivations of people involved in processing my XXXX mortgage payment, the following facts are indisputable : 1. My check for {$1900.00} dated XXXX XX/XX/2019, drawn on XXXX XXXX ( which had automatically generated the check ), was received by LoanCare on XXXX XX/XX/2019. ( It was so stamped. ) 2. The check referenced the incorrect account number, the number for the previous servicer, XXXX. This was my mistake, but the previous month 's check had my new account number written on it in pencil. LoanCare must have procedures for flagging transferred accounts to look out for failures to change to the new account number.
3. The check had my name and address in the upper left hand corner ( copy attached ).
4. The check was not cashed/deposited, but was diverted to person ( s ) unknown.
5. A XXXX XXXX wrote me a letter ( postmarked XXXX XXXX ) saying that she had received a letter from LoanCare, enclosing a copy of that check, and that it appears as though they ( LoanCare ) attempted to apply your payment to my account, which was sold over a year agoDue to my account with them having a XXXX dollar balance, they returned the check that you sent them to me. ( Copy of that letter in original complaint. ) 6. The letter also said that I called LoanCare LLC, in an attempt to figure out what was going on and I asked LoanCare LLC to note your account not to assess your account with late fees due to their error.
7. The letter also said that They also provided your loan number for me to include in a letter to them so they can correctly apply your payment. (?? -- They told her so that she could tell them? ) 8. On XX/XX/2019, seeing ( from the letter from XXXX XXXX ) that my mortgage check had been diverted from LoanCare ( I suspected that it had been stolen by a LoanCare employee ), I asked XXXX to close the account it was drawn on, and place a stop payment on that mortgage check. I opened a new account. ( Copy of stop payment notice attached. ) 9. On XX/XX/2019, from that new account, I made a phone payment on my mortgage account of the amount due.
10. On XX/XX/2019, LoanCare sent me a notice that the diverted ( lost, stolen? ) check was presented ( by them ) to XXXX XXXX, but that payment was returned as unpaid.
11. A returned item fee of {$20.00} was assessed to my mortgage account. ( See attached. ) LoanCares response to my CFPB complaint makes clear that LoanCare, at the least, mishandled my mortgage check. Consider the following : 1. LoanCare alleges that an attempt was made to deposit my check into the CLOSED account of someone else, despite the fact that the name on the check and the name on that closed account were very different. Egregious banking error # 1.
2. LoanCare subsequently took my check, with MY NAME and ADDRESS ON IT, and sent it with an explanatory letter to someone OF A DIFFERENT NAME AND ADDRESS. Egregious banking error # 2.
3. LoanCare alleges that my check was received again ( on XX/XX/2019 ) and was now applied to your correct loan number. Inexplicable banking error # 3.
LoanCares response to my CFPB complaint has an explanation for all these egregious banking errors. The statements are MISLEADING and FALSE. LoanCares response stated : This loan number was associated with a loan we no longer serviced. Subsequently, the payment from XXXX XXXX was returned to the person ( s ) associated with this loan number with a letter outlining why. Your correct and current loan number was not disclosed in this letter.
In order to prove the truth of those statements, LoanCare must provide CFPB with : 1. The actual returned check ; 2. A copy of the letter conveying that check to a person WHOSE NAME WAS NOT ON THE CHECK ; and 3. An explanation of why the statement denying that my loan number was NOT disclosed in that letter, when the personal letter from the person ( s ) claiming to possess my check stated rather clearly that : They also provided your loan number for me to include in a letter to them.
Questions for investigation of attempted theft and conspiracy to conceal that theft : 1. Why did LoanCare return a mortgage check ( with an erroneous account number on it ) to person ( s ) other than the person WHOSE NAME AND ADDRESS WERE ON THE CHECK? ( Is there no process for checks for which the account number appears to be incorrect? LoanCare handled the XXXX mortgage payment simply by looking up the new number and writing it on the check. ( Copy of that check enclosed. ) 2. When the diverted/mishandled/stolen mortage check was received for a second time, why did they not see that it had already been stamped : RECEIVED XX/XX/2019 ( RED FLAG )?
3. If there was correspondence ( and phone calls ) with the wrong person ( s ), why were there no steps taken to address the question of where the check had gone?
4. How did the person ( s ) claiming to have received the check from LoanCare know what the new account number was if it is true, as LoanCare alleges in its response, that : Your correct and current loan number was not disclosed in this letter ( to the wrong person ( s ). [ The letter from the wrong person ( s ) states : The representative at LoanCare LLC also asked me to include Mr. XXXX loan # XXXX. ] 5. If indeed LoanCare is telling the truth that my loan number was not disclosed in this letter, then how did the wrong person ( s ) know what it was so that they could tell me in their oh-so-conscientious letter. [ Note that the letter from wrong person ( s ) inexplicably claims that LoanCare would tell the wrong person ( s ) the new account number, when it had not bothered to look it up when they had the check in their possession. It would seem that LoanCare would not need to tell the wrong person ( s ) what the new account number was if they themselves knew what it was and did not need to be told. LoanCare only needed to get the check back. ] Possible explanations for this dishonest behavior : 1. LoanCares rather transparent effort to cover up attempted fraud ; or 2. LoanCares rather transparent effort to cover up mishandling of mortgage payments.
Whichever is the accepted interpretation, I need a refund of the {$20.00} returned check fee, which should not have been charged on a stop paymentespecially since the behavior of LoanCare itself had led to the reason for stop payment.
CFPB should ask LoanCare for a copy of the letter that they reference in response to my complaint. The response has claimed : The payment from XXXX XXXX was returned to the person ( s ) associated with this loan number with a letter outlining why.
OK. Please provide a copy of that letter. Did the letter ask why the wrong person ( s ) could possibly have sent a mortgage payment WITH MY NAME ON IT? Oh. Why not?
Besides refunding the {$20.00} Oh, and CFPB should be on the lookout for other incidents that look like this ( incidents arising from the transfer of servicing and changing of account numbers from old servicers to new servicer ).
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| 02/20/2020 |
Yes |
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- Trouble during payment process
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Web |
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I wanted to share my response from Loan Care along with their attachment regarding the XXXX. According to Loan Care 's document # 2, which does not have a date as my document states XX/XX/XXXX. Loan Care 's document from their XXXX states something differently then my XXXX document. According to my document mine states there is a " Special Terms Related to Principal Foreberance '' and it states that " after this derrel of a portion of your principal balance, interest, will accrue only on the portion of your outstanding principal balance that is not being deferred, which is ( {$110000.00} ). Also, my document is from XXXX, Co XXXX ; stating on number # 2, balance of XXXX ( in small print ) with Loan number XXXX. Loan Care 's XXXX Loan care modification agreement example is from XXXX, Tx ; and it states that my unpaid principal balance is {$160000.00}. In addition, I am also questioning my signature on XX/XX/XXXX because the document doesn't coincide with my document. Although I have signed documents for XXXX, the fact that the deferred balance has been forgiven on my document and is not stated in Loan Care 's XXXX example document ; has me concerned. In addition AZ Attorney General has an example of my document in their file from XXXX which is redacted. However, I kept mine for safety.
I believe Loan Care 's representative 's response was condescending and arrogant because they also are not mentioning that XXXX XXXX holds the rights to my loan and has not address my concern after I faxed my error regarding my loan number XXXX which is the same as loan care which according to XXXX XXXX 's website, I was to receive a new number after being transferring from XXXX. My concern with my identity is valid because I have a house note that was recorded at the XXXX County Recorder where anyone can see my personal information without understanding my situation with my lender or if I have a new lender ; because according to the sale made by XXXX XXXX, my home was displayed in emails as XXXX being the lender ( see attc ). She also has a public auction on the internet with a disclosure that I am in foreclosure and to call a number that is a XXXX XXXX area code. Please see link. XXXX XXXX XXXX So was my house sold or being held for the highest bidder and if was sold to the highest bidder, then how come XXXX XXXX, XXXX XXXX, Hud and myself was not involved? The fact that XXXX has XXXX as the lender and offering to assist ( whomever ) which I am assuming it was intended for me because in XXXX, I have documents of her trying to get me to wire money to be able to stay in my home, so I filed bankruptcy until this was resolved. Recently I found out that it was her who was the one who had my house note. Please see # 6 on lost affidavit note, where it states that it is loss or in the wrong persons possession. For years I had no idea that it was so easy for someone to take your house note from the county recorder base on a system that they can assess and judge your financial status without understanding that you were forgiven for a debt. My full forgiven remaining principal balance was XXXX but once you add the XXXX pending Escrow amount on my XXXX XXXX statement XX/XX/XXXX, then deposited on my XX/XX/XXXX loan care statement while my name is still on the statement ; the amount becomes XXXX which exceeds my forgiven amount because of the escrow and fees added. While my house was proclaimed to have been sold on XX/XX/XXXX to XXXX by XXXX XXXX, they must understand that according to her small print disclosure, it states : " NOTICE : If the sale is set aside for any reason, the Purchaser at the sale shall be entitled only to a return of the deposit paid. The Purchaser shall not have further recourse against the Mortgagor ( which is the borrower ), the Mortgagee ( which is the lender ) or the Mortgagee 's attorney. '' So was the deposit made in my escrow account in XX/XX/XXXX for the amount of XXXX done to bring my account current so that me and my sons can be evicted while my name was still on the escrow account without XXXX XXXX 's knowledge? Because if that is the case, then the XXXX revolving line of credit from my XXXX XXXX XXXX XXXX would be a good way to refurbish the house for the tenant they are soliciting to rent my home for XXXX per month which my sons found on the internet.
Furthermore, because my name may had been compromise and the link to the loss note from XXXX XXXX XXXX XXXX ; having that revolving credit line of credit for XXXX should make me concern. Especially since I found out that other names came up in the query when my attorney was researching my property information. I am also concern that a payment was made in my escrow account without my knowledge along with my XXXX tax in my name and mailed to my house soon before my house was to be sold and without XXXX XXXX 's knowledge.
Last weekend, I received a 5 day eviction notice for a debt that I had been forgiven but because of greed, someone wanted to place my personal business for the world to see and judge me. Because of this debt, I was forced to file chapter XXXX bankruptcy only to have it dismissed because my trustee payment became too high because of this XXXX arrears. Please take note of the Idemnification for Affidavit of Lost Note where it states that " XXXX XXXX XXXX, and his or her heirs and assigns harmless from and against any and all losses, liabilities, damages, claims, costs and expenses of any nature whatsoever that result from reliance on the within affidavit, including, without limitation, reasonable attorney fees. '' Meaning I should be compesated for harm or loss. I tried to get compensated and correct the matter with XXXX XXXX and XXXX by forwarding my concern with my statements. I was able to keep two valid proofs but I have sent others with statements via mail with payments. To date, I am still dealing with the same issues after all my paper trail.
My complaint is being investigated by FTC along with HUD who also has all my documents and I can provide more should needed to help this investigation. Furthermore, while I am being listed as an Unmarried Woman, no one understands at your business that I am actually a widow. I bought my house soon after my husband passed away in XXXX for my XXXX boys and worked real hard to stay in it so for someone to come in and not allow me to get this all straight with the new lender who I thought would welcome me into their company ; turned out that the money came first without acknowledging my concern with this debt and a bleak outlook that XXXX did not honor their promise to ensure all XXXX borrowers will be transferred correctly and help with their account. Instead, XXXX XXXX demanded an amount that was not mine and someone paid a debt that was not mine and are trying to buy a house that is not theirs. My bankruptcy was dismissed on XX/XX/XXXX, I received an incorrect statement on XX/XX/XXXX and a deposit escrow statement from Loan Care bringing my account current with a due date XX/XX/XXXX. So if I am going to be foreclosed on, shouldn't I have been able to address my account after being in XXXX XXXX 's system to prevent foreclosure and if XXXX XXXX is a real Mortgage Attorney working for XXXX XXXX, shouldn't she have been the one trying to give me mortgage assistance before a trustee sale ( non judicial or judicial foreclosure ). I understand she thought my lender was XXXX, but now that it is XXXX XXXX, I have 1 year to address my complaint, which I have as of XX/XX/XXXX via fax. Finally, the community legal service had to literally send an email with all caps stating that it was their second time requesting a payment history from XXXX XXXX to verify amounts. As of XX/XX/XXXX, XXXX XXXX has not responded ; Loan Care is not giving an appropriate response to address this mishandling of information relating to my loan. Therefore, I am really concern about how my account and home situation has been handled.
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| 06/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My XXXX XXXX loan with XXXX serviced by LoanCare is coming out of forbearance XX/XX/XXXX due to hardships due to COVID. We had been promised by XXXX that an option for us at end of foreclosure would be to resume our same monthly payments prior to the foreclosure and defer the missed payments to the end of the mortgage, putting them into a payment due at the sale, refinancing, or end of the loan. However, LoanCare is saying that is not an option for us. The only reason they are giving is that XXXX told them it is not an option. " XXXX '' a supervisor at LoanCare, told me deferring payments to the end of the loan is not an option and my only 3 options are : foreclosure ; pay all payments back in a lump sum ; or loan modification where the interest gets capitalized into the principal of the loan and we go an a three month trial period. When I asked him to put these options in writing, he said he can't and wanted to know which one of three I wanted to do. I had no choice but to agree to the modification because he said XXXX is prohibiting us from deferring the payments to the end of the loan. He gave no other explanation. The loan modification option penalizes us because now we will have to pay much more for our home if the interest goes into the principal. Furthermore, LoanCare has been stringing me along for six weeks, telling me our file was in underwriting with my request to defer payments to the end of the loan when in reality, nothing was happening with my loan. up until yesterday, Knowing our forbearance period was ending XX/XX/XXXX, I telephoned LoanCare on XX/XX/XXXX and spoke to " XXXX ''. I told her when my forbearance ended, I wanted the missed payments to go to the end of the loan. After asking me a series of questions, she said this was an option for me and she is sending it to underwriting for review. She told me to wait 30 days for a decision and to be on the lookout for documents in case underwriting needed more information from me. She said we were not required to make a payment until the deferment information comes. On XX/XX/XXXX, I called because LoanCare sent an email to me saying I needed to contact them immediately. " XXXX '' with LoanCare said to ignore the email, it is automatically generated and she could see my file was in underwriting. XX/XX/XXXX, I responded to a snail mail letter from LoanCare saying to contact them. " XXXX '' said it was a form letter and to ignore it. XXXX confirmed that my file had my request to defer payments to the end of the loan but that it was still in underwriting but since it has been 30 days, she transferred me to " loss mitigation. '' After a 2 hour hold time, I talked to " XXXX '' in loss mitigation who said my loan shows it is still in forbearance because customer service transferred it out of underwriting but had no idea why. She said XXXX loans are a little different from the other ones they service. She asked me the same series of questions I was asked on XX/XX/XXXX, and said she would " escalate '' the file. She said not to make my XXXX payment until I hear about the deferment of payments. On XX/XX/XXXX I got a telephone message telling me to call LoanCare immediately. I called back and spoke to " XXXX '' who said it was a " general outreach call '' and I could ignore those. She said my file had only been in underwriting 26 days and saw that it had been " escalated ''. She said it is weird that it is taking so long and didn't know why my file now said " modification '' and not the request for deferring payments to the end. She said to ignore calls, emails and letters unless they are asking for specific information from now on. On XX/XX/XXXX, I received a letter from LoanCare naming " XXXX XXXX '' as my mortgage resolution advocate. I called the number for him which was just the same LoanCare number. " XXXX '' said she could not transfer me to XXXX because the letter I got was a " template '' but she could help me. She said that my file had two open requests, one for a modification and one for a deferral of payments and they were due to be resolved today and to try back at the end of the business day. I told her I never requested a modification and I have always been asking to defer the payments to the end of the loan every email I sent and every call I made to LoanCare since XX/XX/XXXX I asked for this. She said I should talk to a supervisor and I was transferred to a general voicemail box. I phoned back and after 50 minutes on hold talked to " XXXX '' who said XXXX was her boss. She said she is emailing her supervisor to talk to me about my file because it is " stuck '' in forbearance and hasn't moved since I asked to defer the missed payments back in XXXX. She said she does not know why my file " hasn't moved '' but that XXXX had a " role in it. '' She said a supervisor would talk to me that night. " XXXX '' from LoanCare telephoned me that evening and said I was not permitted to have the option of deferring my missed payments to the end of the loan. I asked him why, during all the calls and people I talked to since XX/XX/XXXX when I was told I could request that opton, no one ever told me I was not allowed that option. He said " I don't know, I wasn't there. '' Without any explanation, XXXX said XXXX would not allow us to defer our missed payments to the end of the loan. We feel we have been deceived and defrauded by XXXX since XXXX has always maintained that deferring the missed forbearance payments to the end of the loan was an option. We don't know why LoanCare is now saying XXXX won't allow us to defer our missed payments to the end of the loan because they refuse to provide an explanation.. We first elected forbearance on XX/XX/XXXX when XXXX serviced the loan ( not LoanCare ) with XXXX XXXX of XXXX who told us that if we go into forbearance due to COVID hardship, we would not suffer having to pay any additional money, any fees, any penalties or any reporting to the credit bureau agencies. LoanCare for XXXX has violated all of that ( see previous complaint about how they reported us to all 3 credit bureaus as delinquent while we were in forbearance! ). If we do the modification XXXX with LoanCare is offering ( and the other 2 options are forclose or pay missed payments in full ), it will put our interest into the principal and so we will then owe more money on the loan. XXXX promised us we would not suffer having to pay more money if we went into forbearance but now LoanCare says XXXX will not allow us to defer our payments to the end of the loan without any other explanation. XXXX has always maintained that deferment of missed forbearance payments was an option for us. For example, a XX/XX/XXXX letter from XXXX states " mortgage deferments '' may be available. In a XX/XX/XXXX letter from XXXX, it stated options available include " a deferment. '' On XX/XX/XXXX, " XXXX '' with XXXX specifically stated we can elect a " deferment '' where past due payments are a " payoff at the end of the loan maturity date. '' She also stated when we are ready to resume making payments we can avoid paying the " big chunk all at once '' by having the " payments tacked on at the end '' of the loan. She said, to get the deferment, we have to be able to make mortgage payments going forward and have recovered from the hardship and only the past due payments are tacked on at the end. However, now " XXXX '' at LoanCare is saying XXXX will not make that an option for us without any explanation. Please help us get XXXX and LoanCare to do what XXXX said we could do : Defer our missed forbearance payments until the end of the loan. Prior to going into forbearance, we were never late with any of our mortgage payments and currently our credit bureau scores are in the 800 's " excellent '' range. There can be no good reason why we are being denied the opportunity to defer our forbearance payments. Thank you.
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| 10/04/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I wanted to go over everything that has transpired from the time we ended our forbearance through the loan modification process till the present.
After making these 3 initial payments, they sent out a packet that was to include all of the details about the terms of the loan modification. I had to make these 3 payments in good faith, and Im not really sure where that money was applied. After making the XXXX XXXX payment, on or about XX/XX/XXXX. I received a packet via certified mail that my wife and I had to review, get notarized and signed, and send back no later than XX/XX/XXXX. It was difficult to find a XXXX during this time, so I think we sent it on the very last day of XXXX. Our copies of this have the Notary stamp saying XX/XX/XXXX.
Here are the terms of the loan modification from the XX/XX/XXXX paperwork ... this is the legal contract that was filed with the XXXXXXXX XXXX XXXX.
You can view a copy of this registered with the XXXX XXXX XXXX XXXX.
The very first page of the AGREEMENT shows this mortgage supersedes our original mortgage starting XX/XX/XXXX.
With in the first week, I was surprised to see a packet from LoanCare. I thought, wow, that was fast. I fully expected to see my copies of the contract with a letter of execution. Not so. It was more loan paperwork. It all looked exactly like what I had just sent in. There was no cover letter explaining anything... just a bunch of blank paperwork with instructions to have it notarized, just like the first set.
I looked it over, and there were some changes. I looked over all 9 pages of the new paperwork, and the only changes I could actually find were ; I called and spoke to about a half dozen people over the course of a couple of days, trying to get an answer as to why this was sent to me. At first, the very first woman I spoke to said that if I had already sent it back, not to worry about it. So I didnt. Toward the middle of the month, LoanCare started robocalling me, wanting me to call them back, which I would, and when I called in ... .NOBODY knew anything except that if I wanted to stay in the program, I needed to send this paperwork back. I explained that I had already sent it in, and they said things like : There were changes to the verbiage The first set of paperwork contained an error There were changes One woman even told me that if I had already sent in the paperwork, NOT to send it in again or it would complicate the system and that I should just wait until I get confirmation ... she said that process only takes 48 hours.
I was contacted again, this time by a supervisor. I said there was no issue with the first paperwork except that there were some verbiage errors, all of the numbers are the same, and that I should just have it notarized and send it in, or I may lose my modification. I explained that there were in fact changes to the numbers, and he said that that's not what he sees on his end. He said he was going to look into it and call me back. He never did.
It was around the XXXX of XXXX I went out and got all of the paperwork notarized yet again ; I included a check in the envelope for My XX/XX/XXXX payment ... assuming that this new paperwork had a XX/XX/XXXX start date and that the increase in the money was probably to offset the missed XXXX payment.
We never paid XXXX because our new paperwork said the Agreement had a start date of XX/XX/XXXX.
The week after XXXX, we received a packet of executed documents from LoanCare, and I went to the XXXX XXXX XXXX and confirmed that, in fact, the paperwork had been executed.
I made the XXXX payment I made the XXXX payment from another bank account which has been closed out. Cant find that statement. I made the XXXX payment XXXX payment, XXXX payment, XXXX payment I think I may have missed the XXXX payment... .I can not find it XXXX payment, XXXX payment, XXXX payment, XXXX payment.
In XXXX, XXXX, XXXX, XXXX, and XXXX, I received packets of paperwork to be notarized and signed. All of these packets had the same dates and figures that matched the second round of paperwork that I received last XXXX.
Each time, I would call in, and it was like I was starting from square one and working with somebody who had the abilities of a new hire who was brand new to the job.
At least 20 people said they would call me back, but nobody ever did. Nobody would ever give me a number to call back and speak to the same person.
Every time I would escalate to a manager, and that person would assure me they would get to the bottom of it, nobody ever got back to me.
Weekly, Ive been getting robocalls from LoanCare telling me to call them back because they had important, time-sensitive information I needed to deal with regarding my loan ... .and when Id call, NOBODY knew anything except that I was supposed to send in the paperwork.
Most of the people I talked with were nice enough but had no ability to do anything.
Some of the people I talked to were very XXXX and would tell me that I was the problem and that I needed to do my part and send the paperwork back because it contained verbiage that needed to be changed and that it was my responsibility to work with [ them ] to solve the issue and that I wasnt living up to my end of the agreement.
Since I went into forbearance, I have not had access to my online account. Im blocked from using it. I was set up for E-notifications, but since Ive been locked out, I haven't received any statements showing that my payments have been applied. I have no idea where this money is.
From time to time, I will get Loan default paperwork saying that I haven't been making payments and I'm running out of options ... would I like to see if I qualify for a loan modification.
This week I received a default letter.
What really makes me aXXXX is what this process has done to my relationship with my wife. She trusts me, and were good... but she has so much XXXX about losing the house now, and it just doesnt stop. She doesnt work and stays home for our animals and the kids, and she feels absolutely helpless. That sXXXX, and it makes me very XXXX that this company is doing this to her, and I have no recourse cause I can not choose my mortgage servicer.
In XXXX... we finally found someone who we thought was getting to the bottom of this, her name was XXXX ( yes, that is how she spells it ). She said all I needed to do was pay the XXXX payment. We havent sent that in yet. I get paid tomorrow, and Ive been working 7 days a week, and I finally got caught up from a 6-week layoff over the summer, I mean, I was going 5-7 days with ZERO money to buy food with or buy gas with to get to work with, I cant work out anything with my biggest creditor cause they are XXXX, I cant get out of PMI because they are XXXX, I feel like I should sue them for emotional distress ... .its been the hardest financial time of my life, and Ive been busting my XXXX to get enough money to make a double payment and not lose my health insurance because Im spending money on the mortgage and the last payment I sent they refused and sent back to me.
Yesterday they sent a letter starting foreclosure. I have someone from the State Attorney General trying to make headway with them but Im waiting for some progress.
They are still calling me. I called them back today and was on hold for over an hour before my boss lid into me saying that I need to get some work done.
When I get home I have kids and a family but Im going to have to call LoanCare and spend the entire evening surging with them just so have this all start over again because nobody is listening to me.
Not looking forward to call them and find out what the XXXX is going on, and Im feeling pretty defeated and really XXXX.
My fear is that Ultimately Im going to have to file bankruptcy to stop the foreclosure. That will end my marriage.
XXXX
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| 05/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I'm having a HUGE problem getting a resolution, or really anyone on the phone to help me with the lending company, LOANCARE, that my mortgage lender ( XXXX ) uses. Long story short, they input my hazard insurance premium in late XX/XX/XXXX as XXXX dollars, when it was supposed to be a one time payment and they didn't catch it until almost two years later. Now, I'm XXXX in escrow and my payment went up XXXXXXXX dollars. I can't afford that and I will end up having to let the house go ... and I beg you to help me.
I've been working on this with them since the beginning of XX/XX/XXXX and I'm just getting passed around and around. I'm not paying for their XXXXXXXX XXXX. I'm not. I've begged, I've pleaded, I've threatened ... I have done it all.
I called and have spent 40 hours, or more, on the phone with these people, all supervisors : 1. XXXX, insanely unhelpful with an attitude and didn't help me at all. Wouldn't give me to her superior.
2. XXXX XXXX. Spoke to him in mid XX/XX/XXXX- he told me he would get back to me about the payment to be made in XX/XX/XXXX and never did and then could never get him on the phone after mid XX/XX/XXXX. Then XXXX comes out of our account after he told me that it wouldn't come out and I could stop the auto draft. He lied.
3. XXXX. XXXX worthless as XXXX on a bull. Spoke to her XXXX and didn't help me do anything except say she'd push it up to her boss and she'd call back, which she didn't.
4. XXXX XXXX, somewhat helpful, called me back on XX/XX/XXXX to tell me that she didn't know what was going on, expect that she pushed it up to XXXX who is going to look at it. She was supposed to callback Friday, Monday and Tonight XX/XX/XXXX and didn't just to keep me updated.
5. XXXX, helpful. On my team, yet no power to wield. Pushed it up to someone, and nothing happened ... again. Said that they XXXX XXXX and should eat it ... yeah, no XXXX.
6. XXXX XXXX, the woman I had been trying to speak with since mid XX/XX/XXXX. She called me back on XX/XX/XXXX left a message. I called her XXXX back and left a message and didn't hear from her. I called back, again tonight and raised XXXX with XXXX and then XXXX called me personally, after 43 days of trying to resolve this issue. Who told me that pushed it over to legal who has a 30 day turn around to get me an answer.
7. Sent an email XX/XX/XXXX demanding answers. Silence.
8. Sent an email requesting an escrow analysis done that I was supposed to have back to me XX/XX/XXXX. I STILL DON'T have IT! That's insane.
______________________________________________________________________ Here are my issues with escrow : 1. Some XXXX in the insurance department put in XXXX as my insurance premium for the year, not as a one time payment like it was stated that it was. Which effected everything. I'm not paying for some else 's mistake. It's their job to literally calculate numbers.
2. I already paid my insurance for a whole year in my Closing Documents, then they paid it again. Fraud or negligence? It's really hard to tell the numbers keep changing every time I talk to someone.
3. In my Closing Documents, page 4 of 6 the escrowed property cost were projected to be XXXX. Did anyone look at that? I assume not, since when I called the first 20 times, no that's not an exaggeration, LoanCare didn't have my closing documents. How is one supposed to service my loan sans the closing docs ... by guessing??? Absurd. XXXX XXXX.
4. The collection for XXXX dollars makes no sense to me any longer, after having been over it a hundred times with costumer service reps- something is very wrong.
5. I paid via credit card an entire years premium for my hazard insurance. Check the Closing Documents on page 2 section F, highlighted in yellow for a total of XXXX, from XXXX XXXX XXXX XXXXSomething is wrong. Below is a receipt of the credit card payment made for the premium for XXXX. I did not receive a refund from XXXX, just to clarify.
5.A. I spoke to a supervisor named XXXX and we determined that still what they're paying out for insurance for XX/XX/XXXX STILL isn't correct. I was told that XXXX $ $ or so was paid out in XX/XX/XXXX or is to be paid out and my insurance is almost XXXX XXXX for this year ... The madness has to end.
6. I can only assume that part of the XXXX XXXX is escrow in its full capacity via the law. Considering that there's a huge mistake, I'd like to request wiggle room within that suits both myself and my wife and as much as it pains me to say, your company. Not that the company deserves it, or even earned it. But see me saying I'll help you help me? See how that works?
7. I received my escrow in XX/XX/XXXX to find out the I was only XXXX. Ok great, then went and found out that they weren't charging enough for taxes, so I made up for that by saving for it. Yet, they do not show in my mortgage statement the breakdown of taxes or insurance, thus how am I supposed to know that they're doing their job wrong when there isn't a breakdown and I'm informed via my escrow analysis in XX/XX/XXXX that it is only XXXX off? Literally a company that exist to do just that, to get it right based on what my hazard insurance tells you the premiums are. And then all of the sudden we go from XXXX to XXXX?? Nope. Nope. Nope. There was time to catch this in early XX/XX/XXXX, and the mistake wasn't caught by the escrow/insurance team. Not my fault.
8. I was told on XX/XX/XXXX ( there about, mid XX/XX/XXXX ) by XXXX, that he'd get back to us about what payment we'd be making for XX/XX/XXXX, because I didn't want to pay the XXXX additional until this mess was figured out. No phone call. Emailed him. Email bounced back. I call to stop the auto draft, and am told that I can't despite XXXX telling me that I had that option. Then XXXX comes out of our account!
______________________________________________________________________ Customer " Service '' Issues : I have spent over 40 hours on the phone with countless costumer service reps, at least six different supervisors and four different supervisors of the supervisors. " upper management '' as they've called themselves.
Our biggest issue with LoanCare is the extraordinary amount of time, stress and lack of giving a XXXX the company has expressed in real action. I've been given the excuse that, " She's very busy ... '' I don't doubt that XXXX XXXX is a busy woman, or that XXXX XXXX, or XXXX are busy people. I do not at all. You know how busy we are? Just as busy as you I assure you and if I gave that excuse to my boss or my student my XXXX is XXXX XXXX fired. XXXX. XXXX. I do not care how busy anyone is and it's a horrid excuse for the behavior and ill treatment my wife and I have been given. And needless to say I'm XXXX.
NO ONE IS TOO BUSY to call someone back within 43 days.
43 days, over forty hours, probably more to get someone to do something and yet here we are still waiting on someone to get back to someone, to call someone to confirm the simple fact that you have screwed up in more ways than one. And now I'm told that it may take up to 30 days to get a response from this 'legal team ' to correct their wrong.
This is the worst treatment I've ever had to deal with. Over 40 hours and 43 days to resolve a major issue with someone's mortgage going up XXXX!!! Unacceptable. Please help me get a response from these XXXX XXXXXXXX before I have to take more time off and fly to Virginia XXXX to end up in someone's office to take care of this XXXX face to face before I lose my home.
Please. And thank you. Thank you for existing and helping the peons get responses. I'm very glad, grateful and elated that someone is there to help us, despite my own horrible tone and frustration and acerbic vernacular. It's either cussing or breaking things. So I choose cussing.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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The mortgage company is LoanCare.
XX/XX/XXXX - I paid {$50000.00} towards the principal.
XX/XX/XXXX - I paid {$50000.00} more towards the principal.
XX/XX/XXXX - I tried to pay the remaining balance of {$48000.00} and I either accidentally applied it as a mortgage payment or it forced me to make it as a mortgage payment because that was the remaining balance on the loan.
XX/XX/XXXX - I called customer service to let them know that I accidentally made my payment as a mortgage payment instead of a principal only payment. The lady on the phone said that she would move the payment from a mortgage payment to the principal. She said that it would be moved over in 7 to 10 business days. She also asked if I was trying to pay off the loan and I said yes. She said that I need to request a payoff statement so I did that after the call had ended.
XX/XX/XXXX - I received the payoff statement in an email. The total amount to pay in full was {$450.00} cents. It says that you can wire the money or send a cashiers check. It says that the total amount is good until XX/XX/XXXX.
XX/XX/XXXX - I called customer service again because I was concerned that they were going to charge me a late fee since the normal payment date on my loan is on the first of every month. Customer support said that I have nothing to worry about as long as they receive the money by XX/XX/XXXX for the payoff amount of {$450.00}. I explained that I had accidentally made the payment of {$48000.00} as a mortgage payment instead of a principal only payment and that the last person that I talked with on XX/XX/XXXX said that they were going to move it over the principal for me. I told her that I was going to go to the bank on XX/XX/XXXX and that I would try to wire the money for the payoff payment.
XX/XX/XXXX - I went to the bank and they would not wire the money for me without making an appointment first. I showed them the paperwork and they said that they could do a cashiers check and we could send it that way. I did the cashiers check for the amount of {$450.00} to the payoff department.
XX/XX/XXXX - I sent the check to : Attn : XXXX Department XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX - Called customer service because the principal was showing that {$48000.00} was still due. I told customer support what was going on and that I had accidentally made the payment for a mortgage payment instead of a principal payment. I told them that the lady was supposed to move it over for me when I called them on XX/XX/XXXX. I told them that she told me to request a payoff request and the total was for {$450.00}. I told him that I sent a cashiers check in the mail on XX/XX/XXXX. He said that once they receive the check that they will move the {$48000.00} to the principal balance.
XX/XX/XXXX - Called customer service again because the balance on the principal was still showing {$48000.00}. Customer support said that they never moved the money over from the mortgage payment to the principal only payment. She said that she was going to move the money over for me. She said that it would be moved over by Friday XX/XX/XXXX. She also said that they never got the check for the payoff. She said that I would have to go to the bank and get them to give me a picture of the front and the back with the endorsement as proof that they had received the check for the loan payoff. She said that I need to send that to XXXX. She said if I can not show proof that they got the check that I would need a new payoff statement and she sent that to me in an email on XX/XX/XXXX and I am not paying that because they got the check.
XX/XX/XXXX - Went to the bank to get a picture of the front and the back of the check with the endorsement. They told me that the check was cashed on XX/XX/XXXX and that was before the due date of XX/XX/XXXX. I sent an email to XXXX and I have that email printed out and on file on gmail.com. I attached the pictures of the front and back of the check with the payoff statement.
XX/XX/XXXX - They sent me an email back saying, Thank you for contacting us! Your inquiry has been forwarded to the team of specialists experienced in resolving your request.
XX/XX/XXXX - Called customer support again because it is still showing that I owe {$48000.00} on the principal. Customer support said that it will be moved over by Monday XX/XX/XXXX. I explained my situation and told him that I have sent the proof of payment to XXXX. He was trying to explain to me that I did the payoff payment wrong by sending the cashiers check and that I should have wired the money. The documentation clearly says that I can send a cashiers check. He mentioned the new payoff statement that the previous customer service representative sent me on Friday XX/XX/XXXX and he was trying to say that I have to pay that now and I said no because you received the check on XX/XX/XXXX and he said it takes time to get the check processed. He reassured me that the payment of {$48000.00} would be moved over to the principal balance on Monday XX/XX/XXXX.
XX/XX/XXXX - Principal balance still shows that I owe {$48000.00} and it now shows that I am a delinquent and that my loan is currently 30 days or more past due.
XX/XX/XXXX - I have not received any other emails from them after XX/XX/XXXX where they said that they are forwarding the email to the team of specialists experienced in resolving your request. I feel like the mortgage company has my {$48000.00} sitting in limbo and that they are trying to get me to pay another loan payoff. Every time I call they tell me something different. They either say we will move the money or we wont until we get the payoff payment. They have the payoff payment as of XX/XX/XXXX. I feel like I have given them enough time to respond to the email that I have sent them on XX/XX/XXXX. It has been 8 days.
XX/XX/XXXX - Called customer service again and they said that the loan has been paid off and they got the payoff payment of {$450.00} and it was payed to a different loan on accident according to them. At the moment, I dont have to pay anything. And they said that the {$450.00} is being transferred to my account. They said that they will close the account within the next 5 days.
XX/XX/XXXX - I kept getting calls about being late on my mortgage and the automated messaging system told me that I needed to call in about it. I called customer support and they were questioning me on why I was late on my loan. I told them that I was not late on the loan and that they used my payoff payment on someone else 's loan. I told them that that when I called customer support on XX/XX/XXXX that the money for the payoff payment would be moved into my account by Wednesday, XX/XX/XXXX.
They escalated it and someone else took the call. I explained everything to them once again. She said that she does see where they used my payoff payment on someone elses loan and she told me that the money would be in by Friday, XX/XX/XXXX. I asked her if my credit is going to drop since they think that I owe money on this loan and she told me that I have nothing to worry about. I asked her if I can get this in writing where it says that the payoff payment is going to be in my account by Friday and that I do not owe anything on the loan and she said that she would send me an email with the transcript. I never got the email.
XX/XX/XXXX - It still shows that I owe {$48000.00} and I don't see anywhere where it shows that the payoff payment of {$450.00} was applied to my loan. The money has still not been moved over. I do not understand how they used my payoff payment on someone else 's loan and why it is taking so long to get the payment moved over to my account. I have done everything that they have asked.
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| 12/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare, LLC
Attn: Mortgage Resolution
XXXX XXXX XXXX
XXXX XXXX, VA XXXX
COMPLAINT REGARDING FAILURE OF SERVICER TO ACKNOWLEDGE AND RESPOND COMPLETELY WITHIN THE REQUIRED TIME FRAME TO R.E.S.P.A. QUALIFIED WRITTEN REQUEST
Dear Sir or Madam:
Please treat this letter as a “qualified written request” under the Federal Servicer Act, which is a part of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605(e).
Now, we urge LoanCare LLC to understand its obligations and to acknowledge this QWR and our complaint properly and completely and respond to its ENTIRETY and WITHIN the required time frame.
Specifically, we are disputing: a) the identity of a true secured lender/creditor, and b) the existence of any and all debt, and c) your authority and capacity to collect on behalf of the alleged lender/creditor. Because of extensive criminal activity and fraud in this arena, we require proof of the chain of secured ownership from the original alleged lender/creditor to the alleged current lender/creditor.
Further, we require proof that you are the entity that has been contracted to work on behalf of the alleged lender/creditor. You have not provided this information to us as previously requested and we are therefore requesting it again.
Additionally, we are asking you and any and all subsidiaries, affiliates, and vendors to be fully aware of state and federal obligations and we are requesting immediate cease and desist of any further tactics to illegally gain control over our property. Therefore any further telephone communication shall be considered harassment and in violation of 15 USC Section 1692d and is subject to further State and Federal penalties.
Therefore, again pursuant to “Subtitle E Mortgage Servicing” of the Dodd-Frank Wall Street Reform and Consumer Protection Act and pursuant to 12 U.S.C. Section 2605(e)(1)(A) and Reg. X Section 3500.21(e)(1), please provide:
1. A full, double sided, certified “true and accurate” copy of the original promissory note and security instrument and all assignments of the security instrument.
2. Full name, address and telephone number of the actual entity that funded the transaction.
3. Full name of Trust where the Note Number is trading, or has traded, and the identifying Series of Certificates. (Note: If the note number is being traded in a Fannie Mae Trust or Freddie Mac Trust, please provide all information to identify the Trust (i.e. Fannie Mae Pool Number, CUSIP Number, REMIC or SMBS Trust Number and Trust Class/Tranche).
4. Full name, address, and telephone number of the Trustee.
5. Full name, address, and telephone number of the Custodian of our original Promissory Note, including the name, address and telephone number of any trustee or other fiduciary. This request is being made pursuant to Section 1641(f)(2) of the Truth In Lending Act.
6. Full name, address, and telephone number of the Custodian of our original Security Instrument, including the name, address and telephone number of any trustee or other fiduciary. This request is being made pursuant to Section 1641(f)(2) of the Truth In Lending Act.
7. A physical location (address) of the original promissory note, original security instrument, and all assignments of the security instrument, and a contact name and phone number of someone who can arrange for inspection of said documents.
8. Full name, address and telephone number of any master servicers, servicers, sub-servicers, contingency servicers, back-up servicers or special servicers for this account.
9. The electronic MERS number assigned to this account if this is a MERS Designated Account.
10. Proof of true sale of the note from alleged Lender to investors, by showing:
Wire transfer document(s), and/or Signed purchase and sale agreement(s), Bank statements or similar documentation.
11. Provide an audit trail of the alleged transfer in ownership and alleged transfer in security interest and evidenced in the MERS Milestone Report and, if the note number and security instrument was tracked by Mortgage Electronic Registration Systems. Please provide all information regarding MERs and the servicer compliance with the provisions of any and all MERS Member Agreement, Rules, and Procedures.
12. A complete audit history from alleged loan origination, showing the dates payments were applied, and to what internal accounts (i.e. principal, interest, suspense, escrow, etc.) payments were applied.
13. A complete and itemized statement of all advances or charges against this account.
14. A complete and itemized statement of the escrow for this account, if any, from the date of the note origination to the date of your response to this letter.
15. A complete and itemized statement from the date of the note origination to the date of your response to this letter of the amounts charged for any forced-placed insurance, the date of the charge, the name of the insurance company, the relation of the insurance company or any related company, the amount of commission received for each force-placed insurance event, and an itemized statement of any other expenses, related thereto.
16. A complete and itemized statement from the date of the note origination to the date of your response to this letter of any suspense account entries and/or any corporate advance entries related in any way to this account.
17. A complete and itemized statement from the date of the loan to the date of your response to this letter of any property inspection fees, property preservation fees, broker opinion fees, appraisal fees, bankruptcy monitoring fees, or other similar fees or expenses related in any way to this loan.
18. A statement/provision under the security instrument and/or note that authorizes charging any such fee against the account.
19. Copies of all property inspection reports and appraisals, broker price opinions, and associated bills, invoices, and checks or wire transfers in payment thereof.
20. Complete copy of any transaction report(s) indicating any charges for any "add on products" sold to the debtors in connection with this account from the date of the note origination to the date of your response to this letter.
21. Complete and itemized statement of any late charges added to this account from the date of the note origination to the date of your response to this letter.
22. Complete and itemized statement of any fees incurred to modify, extend, or amend the loan or to defer any payment or payments due under the terms of the loan, from the date of the note origination to the date of your response to this letter.
23. Complete, itemized statement of the current amount needed to pay-off the alleged “loan” in full.
25. Verification of any and all notification provided to us as of a change in servicer.
You should be advised that within FIVE (5) DAYS you must send us a letter stating that you received this letter. After that time you have THIRTY (30) DAYS to fully respond as per the time frame mandated by Congress, in “Subtitle ‘E’ Mortgage Servicing” of the ‘‘Dodd-Frank Wall Street Reform and Consumer Protection Act and pursuant to 12 U.S.C. Section 2605(e)(1)(A) and Reg. X Section 3500.21(e)(1).
TRUTH – IN-LENDING ACT § 131(f)(2)
Pursuant to 15 U.S.C. § 1641 (f):
Please provide the name, address and telephone number of the owner(s) of the mortgage and the master servicer of the mortgage.
LoanCare should be advised that Violations of this Section provides for statutory damages and reasonable legal fees. The amendment also clearly provides that the new notice rules are enforceable by private right of action. 15 USC 1641
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| 06/13/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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This company began our mortgage as XXXX XXXX Loan Care and later became LoanCare. We received a letter from LoanCare on XX/XX/XXXX saying we were two months behind on our house payment and in serious trouble of loosing our home. Our troubles with this company began during the whole process of waiting for the loan to go through. I will explain our current problem and then explain " the rest of the story ''.
I called to speak with LoanCare about this letter and explained that we sent both house payments in and both had gone through the bank so how could we be two months late? The person I spoke with said the records showed we were one month behind and I asked to speak with a manager. After a long wait the manager came to the phone.
Part of this whole confused mess was in XX/XX/XXXX our Insurance company, XXXX XXXX XXXX through XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, TX XXXX, phone ( XXXX ) XXXX, was paid {$1100.00}. for our XX/XX/XXXX year of house insurance. We did not know this until months later however. We received a letter from XXXX XXXX XXXX that the policy lapsed at XXXX on XX/XX/XXXX. They were billing us for {$1100.00}. for the house insurance.
We wanted to get a lower house rate of interest to lower our house payments and XXXX was putting ads on TV about such VA loans so we decided to try and get another loan from them with an IRRRL VA loan so switched to that bank and ordered a XXXX house and auto insurance sometime in early Spring XXXX. We applied for a house loan through them as well. All through this LoanCare had already paid for the year of XXXX sometime in XXXX to XXXX XXXX XXXX for {$1100.00}. We began getting letters from XXXX saying they were not ever getting paid by our LoanCare for the house insurance and would we get ahold of them because they were not responding to XXXX communications in regard to this matter.
Then when our house payment for XX/XX/XXXX was due we called LoanCare to make the normal {$670.00}. payment on the phone and they refused to take our payment over the phone because they said we owed {$800.00} each month now instead. We did not have any prior notification that our house payment was increased nor did we agree to this, have any documentation or signed any contracts about any of this. When I checked with XXXX the house insurance had gone up to almost double the cost for the year so my husband canceled their insurances we had through them. They also turned down our request for a house loan to do an IRRRL VA refinance loan at this time.
My husband dropped a check in the mail for the XXXX house payment on XX/XX/XXXX at the normal rate of {$670.00}. I checked with XXXX XXXX XXXX and they said that in XX/XX/XXXX they received a check of {$1100.00}. paying for the entire year of house insurance for XXXX from LoanCare. This is the first time we found out they had been paid already for the insurance. In the meantime, LoanCare keeps sending us bills for over {$2000.00} and some, for insurance AGAIN.
I checked by phone with XXXX at XXXX XXXX XXXX , XXXX at XXXX XXXX, TX and explained we were being double billed for our house insurance by LoanCare and could she please straighten this out with them? She agreed. I had already called LoanCare and tried to explain we already had house insurance they had paid to XXXX XXXX XXXX and that they could not raise our house payment without our permission and signed contract. They refused to believe me and said they had to hear from the Insurance Company instead. My husband also called and spoke with LoanCare and they refused to straighten it out then either.
In the meantime, my husband sent another house payment of the normal {$670.00}. on XX/XX/XXXX for the XX/XX/XXXX house payment.
I called and spoke to XXXX XXXX XXXX during the week of XX/XX/XXXX and they verified they had spoke to LoanCare and had straightened this out with them.
On XX/XX/XXXX I confirmed with our bank of XXXX that both house payments had been cashed and they had been. So here it is XX/XX/XXXX and we get that letter from LoanCare saying we are two months late on our house payment and in jeopardy of losing our home.
Both my husband and I spoke to the supervisor at LoanCare about this mixup and that we were caught up on the house payments and they tried to double bill us on the house insurance and since it had already been paid for the XXXX XXXX XXXX for the whole year of XXXX we did not owe extra for the house payments and they could not raise our house payments without our approval or contract signature. We had cancelled the XXXX insurance and it never went into affect so we did not owe the higher house payments of {$800.00} they were trying to say we owed.
The LoanCare supervisor said that a check had been sent in XXXX to XXXX for {$2000.00} plus for the house insurance for XXXX and then she saw it had been refunded. She said we still owed increased house payments of {$800.00} from the {$670.00} they were anyway so we were still over {$500.00} behind. I said if the original {$1100.00}. XXXX XXXX XXXX had been paid in XX/XX/XXXX how could we still owe the increased house payments? She said she understood but we still owed it. My husband spoke to her and explained the same thing and she told him the same thing she told me. She said she would send us documentation about this and what we owed.
This company has given us nothing but grief every since the beginning of the loan on this house. My husband sold his lakehouse in XX/XX/XXXX and cleared {$23000.00}. But he had to move out of his house into a motel as the new owner moved in. It took 77 days, with four changed closing dates on the new house with XXXX Loan Care ( now LoanCare ) and every time the interest and all costs kept going up. The XXXX Loan Care company each month asked for 4 more bank statements, sending my then fianc, new contracts and new closing dates for four different times. He finally closed on the house at the end of the first week in XXXX after 77 days and spending all he profited from selling his lake house except {$160.00} for housing and food in a motel.
The stress made both my husband and I ill with a flu for over 4 weeks and my husband is us.XXXX and a XXXX Veteran with XXXX and he went without his insulin and medications most of that time because the VA wanted a permanent address to send his medicines to and not a motel. He was also a long distance away from a VA hospital. It resulted in him getting locked into a downward spiral of a XXXX, XXXX and XXXX state and he ended up going to a XXXX hospital to get him well again for over a week.
We got a lawyer to try and get the LoanCare company to reimburse him for some of these expenses as it should never have taken them 77 days to get into the new house due to their incompetence and neglect. The lawyer took all the supporting documentation, and my husband 's money but did nothing about this case. Then when we fired him he refused to give my husband 's documentation back so we could get another attorney. So once again he was shafted and lost his money for nothing. My husband almost lost his life from all this and we would like some kind of justification from all this grief LoanCare has given us. Now after all this they are trying to take our home from us as well.
We spoke with one of the women who helped work on this loan, XXXX, and she left the company and said the supervisor there did everything wrong and illegally. That is why she left the company.
In addition, the XXXX Loan Care company gave us a much higher interest rate than was for a VA loan. It ended up being an interest rate of 5.25 % instead of the going rate of 4 % at that time.
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| 11/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our information : XXXX XXXX XXXX XXXX LoanCare loan number XXXX XXXX XXXX phone number XXXX XXXX XXXX XXXX email address XXXX XXXX XXXX Last 4 of my social security number XXXX email address on the account XXXX OLD XXXX loan number Reference numbers Loancare- LTK XXXX XXXX XXXX XXXX XX/XX/XXXX LTK XXXX XXXX XXXX XXXX XX/XX/XXXX LTK XXXX XXXX XXXX XXXX XX/XX/XXXX Ref # XXXX XX/XX/XXXX XXXX : LoanCare was sold our mortgage load by XXXX.
We made our first payment to Loancare XX/XX/XXXX.
On XX/XX/XXXX we received a letter stating they had not received the payment.
We have confirmed with our bank that Loancare was paid by XXXX.
I have called many, many times and the process has become frustrating.
I have no confidence Loancare is working to resolve this problem.
More than one agent has told me this happens often.
I also MAILED a complaint with documentation with my XXXX payment and received NO reply.
-- -- XXXX -- - XX/XX/XXXX Call XXXX as we have a bill for XXXX.
Call again to confirm the loan has been sold Speak to XXXX XXXX confirms load was sold and we now pay Loancare and we disregard the XXXX bill from XXXX XX/XX/XXXX Send Loancare payment of XXXX using electronic funds transfer from XXXX XXXX We use the amount and account number from the XXXX notice of servicing tranfer. ( There is only one account number ) XX/XX/XXXX XXXX ( new name to us ) sends us statement stating we have not paid XXXX payment XX/XX/XXXX XXXX the XXXX letter, recognize our payment has been lost by XXXX, begin trying to get Loancare to find the payment and fix the problem.
Create account with XXXX at NewRez.myloancare.com Log contact call on the XXXX website with description of problem and clear direction to call me.
XXXX and Loan care messed up the loan transfer Create web account with LoanCare/New rest https : //newrez.myloancare.com Why havent they contacted us if they did not get paid?
XX/XX/XXXX Call Loancare XXXX XXXX XXXX talk to agent XXXX agent XXXX XXXX XXXX tells me to call XXXX and my bank ( not correct as it turns out. ) Email from XXXX from the request for help yesterday.
The email states Our records reflect that your questions and concerns were addressed with a representative that you spoke with on XX/XX/XXXX. If you have additional questions in regards to this matter please contact customer service at XXXX.
This is NOT true and not what I asked for.
No effort was made to address my concerns.
Call XXXX talk to XXXX who states she can not help me as our loan has been transferred.
Talk to supervisor, XXXX at XXXX.
XXXX states the notice of servicing letter from XXXX is a goodbye letter.
And, asks, did we receive a hello letter from LoanCare?
No, we did not.
XXXX state the she does not have access to the account anymore as it is LoanCares now. She states the problem has to worked out between me, our bank and LoanCare.
She suggests I put provisions on my account so my credit is not impacted and suggests to pay XXXX now.
We are mailing a check with the XXXX payment with different value from the XXXX payment to the address on the XXXX statement received XX/XX/XXXX {$1700.00} XXXX vs XXXX for XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX We call XXXX bank and speak to XXXX.
XXXX confirms the electronic payment date of XX/XX/XXXX XXXX commits to send email to LoanCare demanding the amount be credited to our XXXX payment.
XX/XX/XXXX XXXX XXXX LoanCare XXXX loancare back XXXX XXXX XXXX XXXX XXXX XXXX Talk to rep XXXX Emp ID # XXXX XXXX asks for OLD XXXX account ( # above ) and states this happens often.
Per XXXX explanation, she opens a webform, corrects the account number and sends the form to a location for managers approval.
She explains the payment is in the unapplied payment bucket and after a manager reviews and approves this change, our account will update.
XXXX says to allow 3 business days ( Fri, Mon, Tue ) but it may update sooner.
XX/XX/XXXX Call Loancare XXXX XXXX XXXX XXXX XXXX XXXX Speak to rep XXXX XXXX ID XXXX XXXX XXXX says XXXX direction is incorrect, XXXX opened an incorrect work order and the case was closed (?? ) Why would the case be closed if my payment has not been found?
XXXX has new direction : Get a copy of the canceled check from the bank.
This was an XXXX so I went to the bank that day and picked up a copy.
Send the payment proof to PaymentResearch@myloancare.com XXXX opened a new work order.
XXXX states there will be no late fee, my credit will not be affected and there will be no additional interest charged as the interest is pre-set.
Email PaymentResearch as requested with an request for assistance locating the payment and a copy of the XXXX.
XX/XX/XXXX Call Loancare XXXX XXXX XXXX XXXX XXXX XXXX XXXX agent # not given States the XXXX statement is not sufficent Tells me to send bank statement.
I send the bank statement pdf via email Mail XXXX payment XXXX tracking number XXXX XXXX XXXX XXXX XXXX XXXX I include a written request for help with documents supporting the payment.
The payment for XXXX is delivered XX/XX/XXXX at XXXX.
I DID NOT EVER GET A REPLY IN WRITING TO MY REQUEST IN WRITING.
XX/XX/XXXX I speak to XXXX, agent ID XXXX and am transferred to supervisor.
XXXX XXXX agent ID XXXX states this is a common occurrence and reviews the case.
We call XXXX XXXX and conference with bank officer XXXX.
XXXX XXXX confirms the payment was made as the XXXX document states ( attached. ) XXXX commits to suppressing until XX/XX/XXXX any effect on my credit, and late fees will not be charged.
XXXX commits to having the problem resolved by XX/XX/XXXX ( 2 weeks from this date. ) I ask for a callback on XX/XX/XXXX to confirm progress and XXXX agrees.
( There is no call back. ) XXXX XXXX FAXES PROOF OF PAYMENT TO LOANCARE ( attached ) XX/XX/XXXX XXXX tracking confirms XXXX payment delivered XXXX XX/XX/XXXX Check status I see the XXXX payment posted ( for XXXX. ) XXXX XXXX, agent # XXXX, reviews my notes and puts me on hold while checking status of the XXXX payment.
XXXX found the XXXX and is searching by the account number on the XXXX XXXX No results.
Agent will re-open ticket with cashiering and include both ticket numbers, XXXX XXXX and the XXXX document.
XX/XX/XXXX Collection letter arrives!! Dated XX/XX/XXXX.
Call XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX finds : Ticket still open and sees expected close date is XX/XX/XXXX He will add note to call to stop the collections process Transfer to XXXX ( collections ) agent id XXXX. XXXX XXXX, no proceedings will go forward. Also states, this happens often. There is a lot of confusion And by law, collections letters have to go out XXXX confirmed late fees, and credit notices have been suppressed until XX/XX/XXXX.
He stated the payment research team is working on this.
XX/XX/XXXX Check website no update XX/XX/XXXX Check website no update, call later today.
Call Loancare XXXX XXXX XXXX sends me to XXXX XXXX XXXX Pulling up documentation. I gave XXXX both XXXX numbers.
He can see the ETF but can not find the bank statement.
( This was stated in an earlier conversation and by the time I located the email, the agent had found the doc. ) I sent the bank statement again.
New # XXXX see above XXXX has me on hold while he compiles an escalation ticket ( different than we have done before. ) I give him my phone # and email address.
He has received the re-submitted by bank statement and is attaching it to the new ticket.
Ref # XXXX
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| 03/14/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The company failed to reimburse me for the payment of my Local XXXX Tax that I paid directly on XX/XX/XXXX in the amount of {$2400.00}. XXXX I sent an email on XX/XX/XXXX with the request for refund of my escrow in this amount, along with the receipt showing payment, exactly as I had been instructed by The company to do.
My email was acknowledged on that same date as per Please note : duplicate inquiries may prolong the time for resolution. The reference/ticket number is XXXX.
I did everything that I was supposed to do, and when I had not heard anything weeks after my Annual Escrow Account Disclosure Statement, and there was no notation I could find on this statement, other than what looked like The company made the disbursement in XXXX and nothing shown of my disbursement, I called The company on XXXX XXXX to inquire.
What follows is a record of the travesty of inept and sometimes rude responses I endured during my many attempts to resolve this situation : On XX/XX/XXXX after multiple prompts, a 17-minute hold, followed by a transfer to the Escrow Department, I was finally speaking with XXXX # XXXX. XXXX confirmed that there was in fact a record in the system showing on my account that my tax payment had been verified. She further confirmed that there was a record of my conversation in XXXX and that I had been informed that reimbursement would be issued around XX/XX/XXXX.
She said that she would have to send a message to the Tax Department, that she had no authority to do anything, and that there was no access for anyone outside to contact the Tax Department. She said that someone from that department would call me back within 24 hours and verified both my home and cell phone numbers.
On XX/XX/XXXX, having not received a call, I called the XXXX number again. This time I went through all the prompts and stayed on hold for XXXX minutes. After explaining everything again the CS agent began confirming everything I had already been told, when she added It looks like here that we also made a payment in XXXX in error. We will have to send a request to the county to refund us. As soon as we receive it we can issue you a check.
I expressed that that was NOT OK! And I asked for my call to be escalated to a supervisor or manager that could address my problem. After many more holds, I was finally connected to XXXX # XXXX who assured me she was part of the Management team. She confirmed that someone had indeed also paid in error on XX/XX/XXXX and reiterated that they needed to contact the county to obtain a refund and that they would issue same to me as soon as they received theirs.
I explained that I had taken a personal loan from a friend to pay this, based on the information I had been given by the company in good faith, and knowing that I did everything correctly, with the agreement she would be paid back by the first week in XXXX. I said that it was not acceptable that my money was being withheld due to the companys error and I wanted my refund issue immediately. XXXX # XXXX assured me that they do not do that, but she would escalate my request and see if there was anything she could do to get authorization to make an exception. She said she would get back to me within 24 hours. I told her that I had already been promised a call back, and she responded that it was not by her, that she was in management, and that I would get a call back.
I waited On XX/XX/XXXX, I again dialed the XXXX number, went through the que prompts, remained on hold or 14 minutes. My call was picked up by *someone, and I am frustrated to realize that I failed to record her name and ID.
* I would like to add this specifically, as I know that this call was recorded and she was especially rude.
I kept asking her to transfer me to XXXX, or another manager, but she just kept talking over me and telling me everything that I already knew. Again, I told her that this had already been escalated to the management team and that XXXX was supposed to call me back and had not, so could she PLEASE transfer me to a manager, if not XXXX. She very rudely told me again that I would get my money when they got theirs from the county, and that it would not change anything to speak to anyone else. I told her that I did not accept that and demanded to be transferred. I was put on hold and the call dropped about 5 minutes later.
I redialed. I went through all the prompts and stayed on hold for 36 minutes.
Finally, XXXX # XXXX answered and she listened to everything, apologized, and promised to transfer me to the management team. I was then on hold for another 38 minutes and finally the line was answered by XXXX # XXXX who said he was not in the management team, but he listened patiently, apologized and explained that if a call is on hold for that long it will be rerouted. He promised he would help me get to someone and he would not leave me until he found a manager available.
XXXX put me on hold for 24 minutes, but he picked me back up when he had Manager XXXX XXXX # XXXX on the line.
XXXX XXXX listened to me completely, confirmed everything up until then, and added that she could see that XXXX had sent an escalation request, but had not yet been answered which is probably why she had not called me. XXXX also stated that she could not see anything on the county website, but they would try to push for the county to expedite their refund so they could then release the funds to me.
She also confirmed that unfortunately, nothing else could really be done and that they would not issue my refund until they received the money from the county.
I told her that that was unacceptable. I said that they had no right to hold my money because they messed up, and that they needed to do the right thing.
I also told her that if this was their final word on it, that I was not sure what I would do, but that it would not be accepted and ignored. I then told her that I would pay back my friend instead of paying my mortgage payment for XXXX, she asked how much that was, and I told her that it would leave a {$330.00} balance due me that I would deduct from the XXXX payment and they could keep my refund check.
She said that would not be good because in XXXX, I would owe both months and I would have a missed payment and a short payment. I told her I would catch up whenever I did finally get my refund. She explained that they would not issue me a refund while I had a balance due on my account. I told her then they would have to apply the refund to my account.
I explained that as regrettable as it is to resort to this, it appeared there was no other solution and that I would absolutely do whatever I needed to, so that my friend was paid back the money she loaned me from her daughters tuition.
There was absolutely no way I was going to make it my friends problem that the company refused to do the right thing. XXXX said that if that were to have to happen she would flag my account to reflect the issue and not have my account reported negatively. I thanked her.
She also said that she was still going to try to help me and would call me back.
When I reminded her that I knew what that meant, she gave me her direct telephone number and promised she would get back to me.
At the end of the day, XXXX did call me. She told me she had sent a message to the Big Guy and that she would get back to me as soon as she heard back.
She said that she expected a response and that once it got up that far, it was usually responded to quickly.
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| 04/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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We are in the process of selling our home, which was scheduled to close XX/XX/2021. When we requested the closing documents to look over before on XX/XX/2021, we found out that our property taxes were not paid. In addition to that, we discovered that Loan care llc made a tax payment from our escrow account to another property that does not belong to us in the amount of {$3100.00}. ( Loan care LLC paid {$3100.00} to property tax map number XXXX. Our property number is XXXX. And the tax office showed, as of XX/XX/2021, that none of our property taxes had been paid by Loan Care Llc. ) We called loan care on XX/XX/2021 to verify they made this error. The first representative for Loan Care LLC that we spoke to on XX/XX/XXXX stated, among other things, that WE should take care of this issue because they are " such a big company '' that we ( my wife and I ) would " have better luck resolving the problem ''. This was Friday XX/XX/XXXX. By Monday XX/XX/XXXX, we submitted 2 files through our portal on their website showing documentation of the correct tax map number of our property for them to make the correct payment to the tax office on behalf of our property AND to get the amount that was paid out of our escrow account to a property that was not ours, credited back to our account. We then pursued correspondence with Loan Care Llc DAILY to help assist in making sure everything would be resolved as quickly as possible. The sale of our home was now being delayed and we had already moved all of our things out of our home for the closing that was scheduled for XX/XX/XXXX ( which we were told was set and ready to go with no issues ) We had to stay in hotels/vacation rentals starting on XX/XX/XXXX ( so we had time to have the home cleaned and ready for the Monday XX/XX/XXXX closing ) until the sale of our home went through as we were relocating to FL. This was also delaying our buyers from purchasing the home in which they had already sold their home and needed to close and move in asap. In our DAILY communication, we were lied to repeatedly. They told us that they would have everything resolved by the XXXX. This date was pushed back to XX/XX/XXXX. On XX/XX/XXXX, when we called to check on the status, it was still not even close to being resolved. Loan Care Llc claimed that they made a payment towards our taxes but the XXXX county tax office stated they had not received any payment from Loan Care Llc. Also the payment that Loan Care claimed to had dispersed to the tax office was only part of what was due. ( They claimed that they paid {$650.00} towards our taxes plus late fees that were not supposed to be assed to us as it was their fault that the payment was late. They still owed {$1900.00} plus late fees to payoff the rest of the tax bill that was for our parcel ). They then added the {$650.00} plus late fees and assessed it to our escrow account which now increased the amount they showed we owed them. ( Our escrow still showed that we owed {$3100.00} which was paid to the wrong property, then they assed to our escrow the additional {$650.00} plus fees that they claimed they paid to the tax office PLUS the tax office was assessing the full amount of taxes we owed to us because the XXXX county tax records were not showing any payment was made towards our tax bill ) We had also been told previously that we were sent to the " escalation department '', but when we asked for some documentation to back what we were being told, they refused. We requested to speak with a manager on MANY occasions and were denied access to any upper management with Loan Care Llc 's associates telling us that they could not connect us with a manager and that their managers could not do anything to help us anyway. By XX/XX/XXXX we demanded that a manager call us back or we would need to pursue legal action.
Mind you this is after 12 DAYS of calling every single day and being put on hold for hours on end, being lied to, given false information and having NO progress of the issue being resolved. We finally received a call back by XXXX in upper management the next day, XX/XX/XXXX. XXXX apologized for the things that were told to us and said she didn't know why we were told it would be resolved by the XXXX. She admitted that the mismanagement of our escrow account was definitely the fault of Loan Care Llc and she assured us that she would personally see to it that everything would be resolved by XX/XX/XXXX and she assured us that we would be able to schedule our closing by then following day, XX/XX/2021. XXXX gave us what she said was her direct line phone number - XXXX ext XXXX and said we could reach her directly on that number. We took XXXX 's word for it and waited a few days to check on things giving them time to request reimbursement from the tax office for what was paid out of our escrow account towards the wrong property and to fix all the numbers in our account with Loan Care Llc. We tried to call the direct number for XXXX that she gave us SEVERAL times to check on the status of things. It never connected to XXXX but every time we called it, it went to an automated message line. On XX/XX/XXXX at about XXXX, we called the XXXX county tax office to check on the status of our tax assessment. They showed in their records that they received payment that day ( XX/XX/XXXX ) in the amount of {$780.00} ( {$650.00} + {$130.00} late fee ). The Loan Care Llc office had told us this was paid 12 days prior. I spoke with XXXX XXXX with the XXXX county tax office and she confirmed to me that they had JUST received the {$780.00} payment but that {$2600.00} was still due in taxes for our parcel and that Loan Care had not yet paid the full amount we owed. XXXX XXXX also stated that Loan Care llc had not even sent a request to the tax office requesting a reimbursement for the taxes that were paid out of our account to the incorrect parcel. XXXX stated that the tax office could not issue a refund to Loan Care Llc to apply to our escrow until Loan Care Llc sent them a formal request for reimbursement.
We then called Loan Care Llc AGAIN, and spoke with a few associates until we were transferred to XXXX a " supervisor ''. We asked to speak to XXXX XXXX told us that she didn't know who XXXX was. We told her XXXX was a manager and we spoke with XXXX the week before. We suggested XXXX look in our previous weeks phone call records on file. XXXX put us on hold for over 30min. Came back telling us that there was no record of us speaking with an XXXX in our account. I said that it was pretty odd that somehow our communication with XXXX had disappeared into thin air. I suggested that it seemed odd that XXXX did not even know the people that she worked with and asked her why she could not contact XXXX and let XXXX know that we were on the phone looking to speak with her and follow-up on the what we had discovered. XXXX seemed to have some kind of memory jogging moment and all of a sudden knew who XXXX was AND how to get a hold of her. We were told XXXX was going to call us back in an hour. ( Mind you previously, everytime we were assured that we would get a call back from someone, they never actually called us back ) Long story short we were able to get in contact with XXXX. We expressed the fact things have still not be resolved. She said she submitted this to her supervisor and will be working on a solution. At this time I have no confidence in their ability to truthfully and efficiently hand this on going issue.
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| 05/24/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hi, I applied for a modification and was approved for a trial to start in XX/XX/XXXX. I made payments through XX/XX/XXXX still in a trial period. During these 6 months, I was never contacted to notify me of the status or what was going on. I still continued to make my trial payments even though multiple phone calls I placed, I was told they weren't sure or what was going on. I was told I had a point of contact ; however I was never given the name or the phone number to reach out. During the month of XXXX, I found out that they needed my title policy and were having a hard time getting it. I volunteered to send it in-which I did twice. Two weeks later, I called in again to check the status and was told what I sent wasn't good enough. I was perplexed, confused and scared. I was doing everything I needed to do to save my home and was doing it successfully. I submitted an email complaint to the company, Loan Care who services my loan, describing my scenario. A week later an underwriter emailed me asking me for my title policy. I indicated I had submitted twice and was told it was the wrong title policy. I asked how I could help. I was copied on an email to the lender, XXXX XXXX XXXX XXXX, asking for my title policy. I gave permission to provide and it was the same title policy I had provided twice. I allowed a week to pass before I questioned the status again. In early XXXX a decision still had not been made. I called in on the last day of XXXX to make a payment. I was put on hold for 10 minutes when attempting to make a payment and was then hung up on. I called back and received a message that the department had closed. I went online to make a payment and was unable to. I called first thing in the morning on XX/XX/XXXX to see what happened and hopefully keep my modification. I was told that my final modification had been approved on XX/XX/XXXX and my next payment wasn't due until XXXX. I was concerned as my prior conversations with Loan Care had not been consistent and the messages and knowledge of those answering the phones were all over the place. I confirmed with the gentleman I spoke with once more and he reassured me all was fine and that he would note my account-I wish I captured his name-more to come on that. He indicated I should be receiving my modification in 2 weeks and it would detail my payment amount just as he went over with me. I waited 2 weeks and called again asking where my modification was. I was then told that I was denied for it and that I owed 8 months of past due payments. This is impossible as I paid for 6 months and those payments were {$50.00} lower than my usual. I was very nervous and felt sick to my stomach hearing this. In addition, I was told there was nothing else I could do and that a denial letter would be going out. No one called me during these 2 weeks to tell me that I was denied. Again, no one has reached out to me at all regarding this whole loss mitigation scenario. I was also told on XX/XX/XXXX7 when I called in again, now knowing I would probably hear a different story, that no one could give me answers except my point of contact. I asked for that information and was told there was no number and I could only call in and ask by name. Her name was XXXX XXXX. I also asked for the gentleman 's name I spoke to who indicated I was approved for my final mod on XX/XX/XXXX and I was told they couldn't give me that information. I asked if I could have copies of the notes they take about our phone calls and I was told I couldn't have those either unless I wrote a request. I submitted a request on XX/XX/XXXX detailing the chain of events and asking for a copy of my notes. On XX/XX/XXXX, I received an email back indicating to call Loss Mitigation. No further answers were given or any response to my request for copies of my notes. Still on XX/XX/XXXX I called in again, I asked to be transferred to XXXX XXXX ( whom I've never dealt with before or even heard of ). The first attempt I was on hold for 15 minutes and was told she was in training all day. I called again and left a voicemail around XXXX CST. I was told though that I could submit an appeal to the denial and obtained the fax number. I faxed on XX/XX/XXXX and XX/XX/XXXX. The following day I called again and asked to be transferred to her and was told she was in a meeting. I asked to be transferred to her voicemail and left another message. This was around XXXX CST. I called again on XX/XX/XXXX, and was told I was 9 months past due and my only option was to pay in full, sell the property or do a deed. Again, I asked to be transferred to XXXX and was told she was in a meeting. I called again the following day and was told I didn't have a point of contact and no one was assigned to me. At this point, I was extremely confused and had no confidence ( if I had any left ) in this company and them being able to help me. Today, XX/XX/XXXX I called in again to confirm my appeal was received. I was told it had not been received. I questioned why my balance and past due payments were so high when I made 6 payments from XXXX-XXXX. The guy XXXX I spoke to said he wasn't sure and that's what the system showed. At this point, I'm not sure where my trial payments went or who was supposed to be monitoring this for me at Loan Care. I also don't know as no one can tell me what my true past due balance is. At the same time, they should have removed the MI amount from my payment as I've met the requirements for that to go away. Again, no one could help me with that. I feel as if I am being set up to fail. Especially since I had no options to make my XXXX payment except to speak to a live person and during their business hours not considering my time zone or work hours. Individuals who are current have multiple options to make payments. I would think those in need or in a workout should have the same options to help ensure success. I especially still don't understand why it took them 7 months to transition me to a modification with no explanation or communications to me. Another item of concern which highlights their lack of professionalism or oversight is the past week I have finally received recordings from Loan Care on my phone ; however the recordings indicate that my " XX/XX/XXXX mortgage statement was not mailed ... ''. We are in XX/XX/XXXX. I feel as if the company is just dialing my number and pressing some button to play a message to say they " called me ''. During one of my numerous calls to them, I brought this to their attention and shared they may have a system issue with their phone systems. Nothing has changed yet. Although, this is the least of my worries, but I feel is relevant to show how incapable this company is in servicing my mortgage. If they can't keep control of what messages they are sending out, how should I feel confident they even did what they were supposed to do for my mortgage modification. Especially since no one can tell me where my trail payments went. I am very concerned in losing my house and feel I did what I needed to successfully get a modification. I was told incorrect information, I was prevented options to make my payment, and I was misled. I have even tried to make a monthly payment now and can not. I wasn't sure where else to go or what else to do as I do feel I was treated unfairly and was neglected.
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| 02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XX/XX/XXXX Dear Consumer Financial Protection Bureau, and To Whom It May Concern : I am hereby making a formal complaint against XXXX XXXX XXXX XXXX ( XXXX ) and LoanCare ServiceLink Company regarding continuous fraudulent errors, corporate advance balance fees, and late charges to my home mortgage account that is causing me not to be able to qualify for refinance programs or any government refi mortgage programs. I am seeking legal assistance for a full investigation of fraudulent activities and before XXXX LoanCare is allowed to foreclose or sell my home by falsely stating that I am in default of my loan. I have contacted both companies and my account still has not been corrected.
The original loan the note holder has changed from : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, to XXXX XXXX XXXX XXXX ( XXXX ) being serviced by LoanCare ServiceLink Company. Please see attachment XXXX for the original loan which states late fees are not supposed to occur unless I pay on the XXXX of the month or after. I have tried to resolve this over the phone starting in XXXX of XXXX by written correspondence since XXXX of XXXX.
LoanCares fraudulent and unethical actions include : - Failure to properly account for mortgage payments- Not crediting several mortgage payments - Failure to accept federal bank records and statements of proof that payments were sent showing that I have not missed or been late. Please see attachment 1.
- Survey charges, corporate advance charges, and late fee charges including forcing late fees by holding my loan payments XXXX to XXXX days before applying payments. Please see attachment 3.
Refusing to accept full loan payments for XX/XX/XXXX and XX/XX/XXXX ( these payments were returned stating the payments were less than the amount due ) On XX/XX/XXXX, I mailed LoanCare customer service to make my XXXX payment and was informed I had to make at least XXXX payments due to LoanCare showing my account was XXXX payments behind. LoanCare, I consented even though my account information was incorrect with the understanding that the payment would be paid on XX/XX/XXXX, as my XX/XX/XXXX payment. Yet, after talking on the phone and sending a letter directly to LoanCare my account was still not corrected.
LoanCare demanded proof of payments, so I had to pay my bank to have an advance search for LoanCare payments to be conducted on my account. These searches are not free and I should be fully reimbursed for all fees that occurred due to LoanCares error.
Then on XX/XX/XXXX, I sent a second letter to LoanCare and XXXX regarding the false information on my account along with the bank statements proving that I had made all my payments on time. I requested to have an account specialist supervisor contact me and for all late fees along with additional services fees that were added to my account to be removed to no avail.
On XX/XX/XXXX I was notified that LoanCare rejected my payment for the month of XXXX. It is clear that LoanCare is not currently handling my account and foul play is at hand even though I have proved that I made all of my payments as the funds were removed from my account and have made several attempts to contact LoanCare.
On XX/XX/XXXX I received a letter from LoanCare stating that my account had been corrected, but it did not explain what corrections were made. Please see attachment XXXX. My account was still not fixed, so I tried to correct this directly with LoanCare over the phone once again on XX/XX/XXXX. The first representative, XXXX, immediately transferred me to the wrong department instead of handling my case.I spoke with XXXX XXXX employee number XXXX and she was the first person to ask for my ticket number.
I previously had to correct LoanCares error on my loan account number and XXXX informed me that there were no notes on my account previous to this call although I have tried to resolve over the phone starting in XXXX of XXXX by written correspondence since XXXX of XXXX. XXXX assured me that she would add notes to my account as explaining this every time I call is emotional, mentionally, and physically straining on me as I am XXXX XXXX XXXX. XXXX then had to transfer me back to the first department I called to start the process all over.
XXXX LoneCare employee number XXXX noticed that there was an error on my account and escalled my payment as she found that XXXX payments from XX/XX/XXXX had not been applied to my account although the money was received. XXXX sent copies of the checks showing that these payments were made. XXXX informed me that she found in XXXX that XXXX separate checks were sent in that would make my account up to date, as I paid both XXXX and XXXX.
But only was applied to my account alouth they have proof of payment and this needed to be reviewed with more information so that my account could be corrected. XXXX supervisor reviewed the information and saw that the checks showed up as cashed so this issue can be resolved as I have not missed any payments. She was not able to send me any form of written notice that the corrections would be added to my account but assured me that on XXXX the XXXX she would call me back to let me know the status of my account.
However, on XX/XX/XXXX I received a letter from XXXX showing that my account was now XXXX month behind and that none of the payments that I made over the phone on XX/XX/XXXX for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX had not been applied to my account. Even though the money was taken out of my account on XX/XX/XXXX. Please see attachment 2. At this point it is beyond clear that both LoanCare and XXXX have no intention of correcting my mortgage loan account as they have refused several payments and have started an illegal foreclosure on my house.
My XXXX payment that I made on XX/XX/XXXX was held for days by LoanCare who claimed to receive it on XX/XX/XXXX and then returned to me on the same day with a letter stating that they would not process my payment claiming that The payment represented less than half of the full amount due. But I am not behind on any of my payments nor was the payment amount less than my normal payment. Please see attachment 2.
Now, I must make sure that they dont steal my house through mortgage fraud as I have proven on multiple occasions that I made all of my payments and have not been late. Despite my own best judgment I sent XXXX payments over the phone on XX/XX/XXXX in good faith to try and correct my account even though no error has been made on my part. Please see attachment XXXX for proof of this payment.
Every time that I spoke to LoanCare on the phone I was assured that my account would be corrected and it has been wrong since XXXX. This is a clear violation of Georgia State Laws. The attached documents from my bank XXXX, prove I have made all of my payments on time and do not owe LoanCare any additional fees. XXXX is willing to send any further proof of payments necessary to rectify my account.
Thank you in advance for your time and efforts.
Attached 1. LoanCare Service Emails & Proof of Payments XX/XX/XXXX - XX/XX/XXXX XXXX. XXXX XXXX XXXX Payments and Refused Check Payments 3. LoanCare Notice of Payment History Correction XX/XX/XXXX 4. LoanCare Foreclosure Notice XX/XX/XXXX 5. Original Loan with XXXX XXXX XXXX XX/XX/XXXX
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| 04/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing you today about my experiences with Loancare , LLC, the carrier of my mortgage.
I had a mortgage with XXXX, which was originated years ago from XXXX. After XXXX folded, I found my new Mortgagor was Loancare. I did not specify an escrow account since XXXX ; I always paid my taxes and insurance myself. The reason why is because mortgagors would raise my payments due to projected increases in property values, which would raise my property taxes and insurance, whether these values were reflected in actual values or not. I also wanted to insure such payments were actually made.
I protest my taxes yearly to make sure my taxes are as low as possible. After Hurricane Harvey in XXXX, this region was devastated. Public services were interrupted because facilities were flooded. This went on for some time. Backlogs of property protests were high, because many were not able to repair their homes. Protests had to be filed by XX/XX/XXXX, but cases were not heard until XXXX or later.
My XXXX protest was in XXXX XXXX. I was successful. I did not know that the property taxes would not be reflected later. Many years ago, I requested to pay my property taxes by XX/XX/XXXX and by XX/XX/XXXX every year, at least half of the amount at a time. I have done so ever since, and never miss. I also have XXXX XXXX Taxes due on XX/XX/XXXX, again, I pay them in person, I never miss. These things are just too important. That XXXX, I took cash to the Tax Office. At my turn, the teller took an unusually long period of time to reconfirm the amount. She said my taxes were zero.
This has happened to some, and I have received refunds of overpayments. The teller said that because I had a protest, the tax had not yet been computed. I said I was on semiannual payments, my taxes were due very soon, so she pulled up my record of taxes due and taxes paid and showed me where the amount was zero. I knew if I paid money, I would get a check back in a month for that amount. She said that it was not possible to know when they would have an amount to pay because the tax rates were not yet set. I left with my cash and the printout, then redeposited the money back into my tax account. I did pay my school district taxes on XX/XX/XXXX as was my custom.
I received a larger than normal invoice for mortgage payment for a couple of months. I paid the minimum, thinking that there was some mixup and the amount would corrrect itself. I contacted Loancare who told me that I was being charged for flood insurance. My property changed flood designation and I did not know it. I followed the direction to get flood insurance or Loancare would get it for me at a premium. I discovered about the requirement in XX/XX/XXXX, and proceeded immediately to obtain insurance through my homeowner policy. They required an elevation certificate at a cost of {$400.00}. I scheduled it for an appointment the same week. It took three weeks to get the actual certificate. At the same time, I requested another quote from another vendor. THEY did not require an elevation certificate. These things took time, about three weeks. XXXX sold me a policy dated XX/XX/XXXX, which would take effect 30 days later.
Loancare accepted my insurance and lifted the extra payments except for {$390.00}. They said they had bought coverage and had to charge for that period. I never saw a policy. I also explained that had purchased flood insurance the day I received the letter, it still would not have taken effect for 30 days. They were adamant, so I paid the {$390.00}.
My payments went down to the nominal {$740.00} for a few months early in XXXX. Then it jumped to {$1200.00} where it has stayed. I called to ask why. The agent explained that I had an escrow account and that it paid my property taxes. I explained that my contract did not have a provision for an escrow account. The agent said I didnt pay taxes in XX/XX/XXXX ; I explained the above and offered to send a copy of the printout to Loancare . The agent could not explain a refund to Loancare from XXXX XXXX. My account seemed to indicate a positive balance because they overpaid. They overpaid because I eventually paid the 50 % of my tax bill when they sent it to me. The agent explained that I needed to send a simple letter to the company on its website that I requested there be no escrow on my account because I pay the taxes and insurance myself. I would get a letter in ten days that I would not have to have escrow applied. I had to talk to an agent there more than once. I never received that release of escrow. Each time the agent explained the above, I followed the instructions to no avail.
In XXXX XXXX, I received a letter stating that Loancare paid my school taxes. Recall I do not have to pay until XX/XX/XXXX.
I also want to report another incident. The grace period for my payment for XX/XX/XXXX was fifteen days past the due date of XX/XX/XXXX, or XX/XX/XXXX. This year, XX/XX/XXXX fell on a XXXX The nexXXXX XXXX was MLK Day, a federal holiday. The phone payment prompts clearly state that if the end of the grace period falls on a weekend or federal hoiiday, the payment is due the next business day. I paid it on the next business day, XXXX XX/XX/XXXX. I was charged a late fee of {$37.00}. When I explained what I just recounted, the agent said that had the payment been paid on the XXXX, it would not have incurred the late fee. I asked what government agency had oversight over their operations. The agent declined to tell me, and offered to refer me to the Escalation Department. I declined and paid the two dollars. Their recording should indicate that they refused my request for the name of Loancares regulating agency possibly three times ( since I knew my call was being recorded, I asked several times ).
Being fine people, you can see I have gone as far as I can go. I pay my mortgage. I pay my property taxes. I pay for insurance. These are not extraordinary acts so I do not need a medal. I pay them myself so there can be no doubt that they get paid, since some mortgage resale companies have left unsuspecting homeowners holding the bag because they absconded with funds entrusted to them. However when I do what Loancare has asked of me, they respond with no response. I imagine they hear people say they are fed up and ignore them ; they know that nothing will change until the homeowner has the money to pay it off. They also know they have eight hours a day to slow-roll, to stonewall, to delude, while most of us have a job and a full schedule that discourages them from acting on any thoughts they have of legally taking the matter further. I am asking to have the escrow account eliminated and any amount in it returned to me, not deducted from my payoff. I demand my {$37.00} in trumped-up late fees again, paid to me directly. I also want the {$390.00} back for so-called flood insurance. I have no policy, even if they produce one, is it signed by me? I want any damage to my credit repaired immediately.
I affirm, under penalties of perjury, that these statements are true to the best of my knowledge and belief.
Thank you for your time.
PS. XXXX XX/XX/XXXX, while finishing this letter, I received an email with a notice on my escrow analysis, a year after I first asked for a review! My position, however, remains firm.
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| 08/21/2022 |
Yes |
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- Trouble during payment process
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Web |
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The purpose of this letter is to reach out for help as a last resort. The mortgage company, LoanCare , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX has been proven to be one of the worst experiences I have had to deal with since the passing of my father on XX/XX/2022.
On XX/XX/2022, just XXXX days after my fathers funeral, I had an unexpected XXXX XXXX that had been put on pause much like the world due to COVID 19.
I have been trying to work with LoanCare since the passing of my father to have his estate settled. It took 5 weeks of me sending and resending the necessary documents they requested in order for me to be cleared to even speak on behalf of my father and his account. After weeks of waiting and finally getting all the necessary documents cleared, I have attempted to call them to speak about the estate. Each attempt to try to connect with anyone that could provide me with clear and concise information on how to move forward was to be placed on a minimum of a XXXX minute hold, only to be transferred to a different representative - each less helpful than the last. My efforts to escalate the situation to a manager or supervisor resulted in no response or a call back from said supervisors. Their attempt to contact me was to put me on an automatic call back with a voice recognition, which only asked for me to connect with them again.
Detailed below, is a timeline of my attempts to have this issue resolved. Additionally, attached to this email, I have corresponding emails and modification papers.
XX/XX/2022 - I called to see what was needed to allow me to speak on the account. I was told to send an email to XXXX with the death certificate and to await contact.
There was a response to my email stating that it had been forwarded to the specialist team. In the same thread, a Loancare member stated the information was sent over to the mitigation department, not the specialist team.
XX/XX/2022 - I called to follow up and waited on hold for over 30 minutes. I was told the information was still not verified and to wait 2-3 days and they would return my call to detail the next steps I should take.
XX/XX/2022 - I received an email stating they were trying to determine my status as a successor interested in the property and my intentions with the property without clearing me to speak on the account. In this email exchange, they stated they thought this would be the best way to get in touch with you. I replied to the email that I would need to speak on the phone with someone and provided them with a phone number where they could reach out to me at any time. I never received a call, and instead they provided me with the same number I had been calling that had previously gotten me no response or resolution.
XX/XX/2022 - I called once again to check on the verification status and another representative placed me on hold to speak with their supervisor for further information. I was directed to reply to the email on XX/XX/2022 with the death certificate. I was reassured I would get a phone call no later than XX/XX/2022.
XX/XX/2022 - A reply was sent to the email on XX/XX/2022 ( above ) asking about the property information so they could locate the loan. I replied to that with my name and the property address.
XX/XX/2022 - I received the first call back from a representative requesting to speak with my father. After clarifying that he had passed and all the information they requested, I was granted authorization to speak on the account. I inquired on what the options were regarding settling this estate. As this house was built by my family and had been in our family for generations, I stated that I would like to know what options I had in order to retain it in my name. Unfortunately, my father had no life insurance or savings to his name, and due to my XXXX XXXX, I had been out of work for months. I requested to place a temporary hold on the payments until we could settle the rest of his estate. I was placed on hold again so the representative could speak with a supervisor. After the representative spoke with said supervisor, I was told I could do a loan modification and could take over the loan. I requested the paperwork be sent over but since the person I was speaking with was not authorized to originate that paperwork, a supervisor would send it over within the hour. I did receive the paperwork, however all of it was under my fathers name and backdated to XX/XX/2022.
XX/XX/2022 - I attempted to call to ask about the paperwork with the incorrect information, however I was never able to connect. I proceeded to reply to the email the supervisor sent over with the loan modification asking about the date and how to proceed. I never received a response.
XX/XX/2022 - Since the emails I had been sending over were never responded to, I called the number they had provided me with on XX/XX/2022. I was transferred over to speak with XXXX XXXX ( she refused to provide me with her first name ). XXXX XXXX proceeded to berate me and use accusatory language to insinuate I was attempting to swindle my way into ownership on this loan/property, and cut me off whenever I tried to explain the situation. She informed me that someone called in XX/XX/2022 and placed the account on XXXX forbearance. Also stating when I ordered the loan modification that forbearance was removed from the account.
I replied to her with the following statements : It took me 5 weeks and court documents, which are solely in my name, to speak on this account.
The paperwork I received on XX/XX/2022 made no sense then, if the account was already in a forbearance program.
XXXX XXXX kept repeating she would have to do some investigating and would call me back personally within XXXX to XXXX hours.
XX/XX/2022 - With no call back or contact from XXXX XXXX, I called the main LoanCare number again. When I spoke with the representative that took my call this time, she informed me there was no record of my call/concerns from my phone call on XXXXfrom anyone. I was yet again placed on hold before my call was disconnected and never received a call back.
XX/XX/2022 - I called once again to get any information about the loan and this time, I was told by the representative the house is now in the foreclosure process. I voiced my concerns and provided her with all the information I detailed on this timeline. After a long pause and no response from her, she disconnected the call and I never received a call back from her or anyone.
As the executor of my fathers will, I have made every possible attempt to bring this account current and to make arrangements to be able to move forward. I have not once received any information on how to proceed despite providing them with many ways to connect with me.
Losing a family member, especially a parent, is hard enough without people making it harder. LoanCare never allows you to speak to the same person when trying to resolve the challenges I am facing. The supervisors are rude, unhelpful, and uninformed on how to proceed with this legal matter. In addition to this egregious behavior, the complete lack of communication and willingness to help resolve this conflict shows that they are incompetent at best.
I am awaiting your response on how to resolve this matter effectively.
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| 03/26/2020 |
Yes |
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- Trouble during payment process
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Web |
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The first issue I had occurred XX/XX/XXXX. I was previously in default but paid everything up to date on XX/XX/XXXX. At first, I didn't have the full amount asked in the reinstatement quote, so I had to ask for second payment date, which came with a different payment amount. I was told I had to pay the month of XXXX if I needed more time. I agreed, and paid {$4900.00}. A few weeks later, I got a statement in mail saying I owed for XX/XX/XXXX. I called, they told me that yes, I owed for XX/XX/XXXX. I explained to them that it was included in my reinstatement quote. They disagreed, told me to file an inquiry with their payment research department. The payment research is an email. I sent my first email in XX/XX/XXXX. I didn't get a reply until XX/XX/XXXX. The reply was just a payment history. During XX/XX/XXXX-XX/XX/XXXX, I called and spoke to numerous people. Every single person I spoke with gave me a different answer. Here is the list of people I spoke with : XXXX XX/XX/XXXX told me to resend my inquiry to the payment research email. That they have never received my inquiry.
XXXX-XX/XX/XXXX said she had notes of my inquiries but didn't see a response as to a decision yet.
XXXX-XX/XX/XXXX told me they finally made a decision, that I would be receiving a call within the week on how I would like my refund. I told her just credit my account for the over payment, she told me it's their process to call to make sure I don't want a check. I waited a few days, no one called. I will say this was the only nice customer service rep. I have ever spoken with through Loan Care.
XXXX XXXX-Transferred me to a supervisor. I was on hold for over an hour.
XXXX- ( don't have date ) said I was emailing to the wrong email. I needed to send inquires to XXXX XXXX-XX/XX/XXXX claimed that I wasn't owed a refund as I was paying $ 1000+ in fees to keep my home out of foreclosure.
These are just a few of the people I spoke with all of them giving me different run around stories. Not one of them had a similar story, and it should be mentioned that I could never speak to the same person more than once. This was the first issue I had with Loan Care. This issue has never resolved.
Issue 2 : LoanCare " Lost '' my XXXX and XX/XX/XXXX Payments. I sent them together on XX/XX/XXXX. They were sent Certified mail, asking for a signature. They sent the certified postcard back without a signature. Yet they never applied my payments. I contacted them, one representative told me they would be applied soon. The other representative told me they lost the payment. In fact she told me not to send them Money Orders as they lose them often. I called and found out the Money Orders had not been cashed. I then filed my first complaint against Loan Care with the XXXX XXXX XXXX on XX/XX/XXXX. Within a week of filing said complaint they were finally cashed. My check was cashed first on XX/XX/XXXX, days later my money orders were cashed. I paid extra here, to put money in my suspense account. I will get to this later but this ends up going missing.
Issue 3 : I was charged twice for a property inspection. On XX/XX/XXXX and XX/XX/XXXX I was charged {$15.00} for a property inspection. I called and again was told to send to an inquiry to the payment research email. I did this on XX/XX/XXXX ( I have the email and documentation if anything is needed ) I never received a reply to my inquiry. I ask about it every time I call, I have yet to get an answer.
Issue 4 : My XX/XX/XXXX payment was processed to the wrong back account ( I only have one account so it wasnt an error on my part ) They charged me a bounce check fee as well as a late fee. I again sent them a letter and an email to their dispute center. Also I have a letter from my credit union stating they never took or attempted to take money from my account. I received a letter from XXXX XXXX XXXX dated XX/XX/XXXX, saying they would as a curiosity return my late fee. Ms. XXXX never mentions the bounced check fee. They still have not returned or credited the late fee. They claimed the {$20.00} was waived on XX/XX/XXXX, my statements still say I owe this amount. I have a letter from my credit union ( XXXX ) dated XX/XX/XXXX, stating " There was no attempt to pull the funds any time in XXXX before XX/XX/XXXX. That cleared perfectly fine. Again there was never any denied attempts. '' LoanCare has disregarded this letter. I was charged {$25.00} bounce check fee ( NSF ), and {$20.00} late fee.
Issue 5 : I had {$200.00} in my escrow account as of XX/XX/XXXX, it was still there in XX/XX/XXXX. Then XX/XX/XXXX, it went down to {$110.00} ( I did not ask or request to use it ), I paid additional money in XXXX too, that money wasn't added in. ( I would have to do research to find out exactly how much extra I paid ) XX/XX/XXXX it went down to {$89.00} ( again never asked to use it ) As of XX/XX/XXXX, the entire amount is gone. I have not asked about this yet, I just noticed this last month while on hold trying to resolve other issues.
Issue 6 : Last month my payment increased by {$75.00}. My insurance went down in cost, my property taxes only went up by {$25.00} for the entire year. When I called to inquire about this, I was told it was because my insurance increased. I immediately contacted my insurance agent to see if this was the case. It was not, my insurance went down {$16.00} for the year. I called Loan Care back, representative XXXX said my property insurance increased by a large amount. I called XXXX XXXX townhall, spoke with the tax assessor 's assistant. She told me, my property taxes only increased by {$25.00} for the entire year. I have since found out they can increase my payment but I will later get a refund. I am very concerned I will NOT get a refund since no one will ever get me a straight story on why things are being done, and when mistakes happen nothing ever gets resolved. I also want to know if they are charging too much by increasing my payment by {$75.00} a month. I feel like that's a big jump.
Issue 7 : XX/XX/XXXX Loan Care sent me a statement saying I owed an additional {$210.00} in late fees/charges. As of last month the only fees and charges I had was the {$20.00} late fee they said in writing they were waiving, and the {$25.00} bounce check fee I'm still disputing. In XX/XX/XXXX I owed {$45.00} in late fees, now less than a month later I owe {$210.00} in late fees. Of course no explanation provided.
Issue 8 : They continue to report my on time payments to the credit bureau as late.
Issue 9 : LoanCare doesn't take my payments out of my account in a timely manner. They say it can take up to 15 days to come out of my account. It usually does take 7-10 days, but this month it took 1 day. I think they can take it out in 1-3 days but purposely wait hoping it will bounce or something unexpected will come out. I think this month it came out so quickly because they were worried about the Corona Virus nonpayments.
I posted this information on a XXXX XXXXXXXX XXXX XXXX site, I'm not the only one with these problems. This is happening to many women/families in our state. This company does not follow the law, does not try to resolve anything. Every month it's something new. Please help.
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| 08/04/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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We purchased our home in XXXX of XXXX with a mortgage through Loan Care. In XXXX of XXXX, we asked about lowering our payments due to the co-borrower being laid off. At that time Loan Care suggested we ask for a " hardship loan modification ''. We were advised at that time to stop paying our mortgage. We asked if not paying our mortgage would affect our credit or put us in danger of foreclosure. The associate at that time stated neither of those things would happen because we would be in a loan modification. We submitted all documents to Loan Care and awaited an answer. In XXXX of XXXX, we were reported as late to the credit bureaus. When we called Loan Care we were then advised that we would be reported late during the modification. We advised what we were previously told and the associate advised us that is not correct. We did not feel comfortable continuing at this point because it had already been 2 months and the modification application was still being " reviewed '' and they could not give us a time frame. The associate advised us they would not accept any payments from us because we were in the modification process. They also advised us that if we were to mail a payment they would return it. The associate assured us that the decision should be made soon and to be patient. We were highly uncomfortable but due to our financial situation and Loan Care stating we could not pay, we had to continue with the modification. In XXXX of XXXX, I was confronted by a " field agent '' when I came home from work and they were taking pictures of our property. The agent advised us this is done because they need pictures of the property in case of foreclosure. We immediately called Loan Care and that is when a customer service associate advised us that the property could go in to foreclosure until we are approved for the modification. We demanded at that point to make a payment to help bring the account current but the associate refused to take our payment unless it was for the entire past due balance. They also stated that they are experiencing high volumes of modifications due to a series of hurricanes that are affecting borrowers. The associate again stated they will not take a payment and if we tried to mail a payment, it would be returned. The associate advised us we need to wait until modification approved but could not supply a time frame. We were extremely uncomfortable with this process and decided to pay the entire amount that was past due, {$5100.00}. This was amount given to us by Loan Care in order to bring the account current. When we made the payment on XX/XX/XXXX, the associate, Agent ID XXXX said we would remain in the modification process. During this time we were in email contact with the Loss Mitigation team at Loancare and continuously emailed them. The Loss Mitigation team repeatedly mishandled our documents or stated everything we sent was not received and we would need to resend. On XX/XX/XXXX We received a certified letter from Loss Mitigation at Loan Care advising us we were approved for a FHA/HUD assisted modification and would be on a trial payment plan. We had to make 3 payments under this trial, XXXX, XXXX, and XXXX, before our HUD assisted modification would go in to affect. We made all payments on or before the due date. During this time, we had to send back the HUD Modification documents certified. The first time we sent it, they stated they didn't receive it even though we supplied a tracking number. It took 2 more times of us having it certified and sent overnight mail for them to receive it. However, Loan Care stated they received the packet late and closed our modification file and denied us. They never advised us of this. Every month we would send emails to 2 contacts at Loan Care asking the status of our modification but never received a reply. We also called every month and were advised the modification is processing and the correct payment amount hasn't been determined. During this time we were denied making payments by Loan Care associates and were again advised all payments mailed would be returned. Every month we would call and email yet received no reply 's. This continued until XX/XX/XXXX when we received a notification through XXXX XXXX that our mortgage entered in to foreclosure. We never received documents or letters from Loan Care regarding this. When we called Loan Care that night, we were advised that our modification was denied because they did not receive our modification packet notarized in XXXX. We had proof, in the form of a tracking number through XXXX anXXXX XXXX XXXX ( since we sent them 3 times ), as well as an email of the documents scanned, that the packets were received by the XX/XX/XXXX deadline. We emailed our contact in Loss Mitigation, XXXX XXXX and he finally replied. He stated the foreclosure process was incorrect, they had our documents before the deadline of XX/XX/XXXX but no one processed it, and that the foreclosure would stop and all fee 's associated it with it would be credited to our account. We made a bulk payment for the months that Loan Care refused to take payment and entered into a modification agreement with a lowered mortgage payment. 2 months later when we paid our XXXX mortgage, the amount we had to pay increased by over {$300.00}. When we called to determine why, we were advised our taxes increased significantly and our escrow was short. We were advised an analysis was done in XXXX but we never received any documentation or letter stating our payment would increase. We also researched our taxes and they did not increase. We asked for another analysis done and for them to review the tax information since the amount they stated it increased, over {$2000.00} annually, was obviously incorrect. It was at this time we also learned that {$880.00} in attorney fees were not credit back from the foreclosure. During XXXX, XXXX, and XXXX we waited for another analysis to be done but they did not completed it until the end of XXXX. During this time we were advised by Loan Care to pay our original modification amount since escrow shortage is in dispute. Loancare has reported us late to the credit bureaus as non payment during this even though we've paid every payment. It was determined that Loan Care applied 3 of our payments to a " Suspension Account '' during this dispute and never applied at least one of them to our account. Since XXXX, Loancare has ceased to reply to us and when we try to make a payment, they refuse to take it for the amount that Loan Care advised us our mortgage payment would be with the escrow shortage. They also have never replied regarding why our tax information differs from theirs. At this time they are threatening to put us in foreclosure again.
We have attached email correspondence that verifies all the information we discussed. Also, we've included a letter/email we have sent to the management and corporate board of LoanCare. We've included statements that show our account has not been credited the {$880.00} in attorney fees and our misapplied payment.
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have consistently gotten incorrect and contradictory information from LoanCare about what needs to happen for them to release the funds from XXXX XXXX so I can rebuild my home after a catastrophic house fire. The house fire was on XX/XX/XXXX.
When I got the check from XXXX XXXX made out to both myself and LoanCare, I called LoanCare, spoke with XXXX and asked what I should do. I was told to send it to them, and they would endorse the check and send it back to me so I could pay for repairs. I was told this would take a few days. On XX/XX/XXXX I received a letter ( see attached ) indicating they were returning the check made out to both XXXX XXXX and I for the reason checked below. Nothing was checked. I called the number and was informed they needed me to endorse it and they would release the funds. I endorsed the check and sent it to them. When I called to follow up, they said they had provided me with the information on what they needed from me. I indicated that I had not received it and asked for the information verbally. I was told they needed a signed contract for the rebuild. I uploaded the contract and the first invoice for {$40000.00} for the deposit to begin the work.
On XX/XX/XXXX I received a letter saying my claim is non-monitored ( see attached ). I called and was told this was a mistake. I was told that I needed to provide the contractors insurance information, bond, and license. I checked with my contractor and he said in Maine general contractors do not need to be bonded or licensed. I called back and was first told that I would need to submit licenses for all of the sub-contractors. I was then told that they would request an exception from Corporate to see if they would allow me to use the contractor. That review would take XXXX business days. During this time, they released {$24000.00}. When I called LoanCare, I spoke to XXXX ( Sorry not sure of the spelling ) on XX/XX/XXXX to ask how that number was determined they told me it was 1/3 of the amount, less the {$15000.00} XXXX XXXX had sent to me. I explained that those funds went directly to XXXX XXXX for the cleanup after the fire and I did not have access to them. I was told they would request the {$15000.00}. During this time, I submitted the second invoice for XXXX While that review was taking place, the second check from XXXX XXXX arrived. This doubled the amount of the loss ; the reimbursement from XXXX XXXX now exceeded the balance of my mortgage. The amount reflected the costs that were detailed in the contract I uploaded originally. I was told it was now a complete loss and I had to request to rebuild. I was told I had to provide a letter stating that I would complete the work that was detailed in the contract I uploaded in XXXX. I needed a second letter from the contractor stating he would do the work detailed in the contract. On XX/XX/XXXX I uploaded the letters. I called on XX/XX/XXXX and was told the letters were not processed yet, but that I would be all set when they had them.
On XX/XX/XXXX I called to find out what happened and when I could expect the check. The XXXX employee XXXX XXXX Sorry not sure of the spelling ) told me I needed a letter of attestation that the work would be done. I asked her if the letter on file was sufficient. She said that it was confusing because I needed two letters. I pointed out I had uploaded two letters. When my husband, who was on the phone with us, expressed his frustration with this process, she indicated she did not have to listen to his attitude and hung up. The call was 38 minutes. I called LoanCare back and spoke with XXXX XXXX Sorry not sure of the spelling ). She indicated that I needed an inspection before they could release the money. She said they had released {$24000.00} which was 1/3 of the total minus the {$15000.00} sent to me directly by XXXX XXXX. I pointed out this was a $ XXXX claim and that there was nothing yet to inspect. She then said I needed an appraisal of what the home would be worth after the repairs were made. I said that cant be done because the appraiser wont know what the finished project would look like. She then said the contractor could provide the appraisal. I asked her to check the contract to see if it contained the information she needed. While she was doing this, we were disconnected. The call lasted 45 minutes.
I called LoanCare a third time and spoke to XXXX XXXX Sorry not sure of the spelling ). She told me they had all the paperwork I needed, and she would put a request in for the funds. I requested to speak with a supervisor because I was getting different information from different people. She said there was no way to forward me to a supervisor, but that she would have one call me. I asked what the time frame was, she said 24 hours. I asked if I was able to return the call if I missed it and she noted there was no way to reach them directly. She did note that my preferred time was between 10 and XXXX am on XX/XX/XXXX.
On XX/XX/XXXX I spoke with XXXX XXXX. She said supervisors had 24-48 hours to respond. I asked for documentation on the steps to go through to have funds released when the claim involves a total loss. She said that is not information they provide in writing. She also indicated no request for funds had been initiated and she would do so.
On XX/XX/XXXX I spoke with XXXX. I noted I had requested a supervisor call me back and had not received a call. She said she would initiate a second request. I provided a third invoice for {$21000.00}. She said she would update the request for funds, but that corporate would decide how much to release. She was unable to provide me with information about how they made the decision or what my recourse was if they did not release the amount for the invoices I have submitted.
On XX/XX/XXXX XXXX called and indicated they would not be releasing the funds until there was an inspection. While their website says that inspections are done after 50 % of the work is done, XXXX confirmed that they can request an inspection at any time. She was unable to provide timelines of how long this would take. She indicated there was nothing else that needed to be done on our end after the inspection was done. I have not yet received a call from a supervisor. She indicated she would put the third request in for a supervisor to call us back.
The ongoing delays mean that work can not be accomplished on a timely basis. This is problematic for several reasons.
Costs for construction are going up on almost a weekly basis. This means delays on their end may result in increased construction costs.
We are unable to live in the home while it is being rebuilt. The delays mean we will be out of our home longer.
XXXX XXXX is only willing to pay for a rental for a reasonable period of time. If the delays result in it taking longer than this, XXXX XXXX will not pay for our rental. As we will not be able to live in our home until the construction is finished, we will be homeless. Please see attached letter.
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| 12/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicing was transferred from LoanCare to XXXX XXXX Servicing effective XXXX XX/XX/2021. LoanCare would not acknowledge the date of transfer, and continued to press me for the payments due XXXX and XXXX, which I made as directed to XXXX XXXX XXXX. Then they reported me to the credit bureaus for non-payment in violation of the XXXXday grace period around such transfers, after repeatedly telling me they would not take that action. They continue to insist the transfer happened after the XXXX payment due date, though a representative did disclose in XXXX phone call ( recorded by them ) that the date of transfer was in fact XXXX.
The full timeline of events and documents : -- XXXX : XXXX LoanCare statement after origination, indicating initial payment due XXXX.
-- XXXX : XXXX LoanCare statement, indicating payment due XXXX, also showing some escrow activity.
-- XXXX : Notice from XXXX XXXX XXXX XXXX XXXX XXXX that ownership of my mortgage has been transferred to XXXX XXXX XXXX XXXX effective XX/XX/XXXX, and as of XX/XX/2021 my new servicer will be XXXX.
-- XXXX : Dated XXXX but mailed before then. Separate notice from XXXX that my servicing of mortgage is being transferred effective XXXX, and that any payments after XXXX should be directed to XXXX and not to XXXX. As my first payment is due on XXXX, that means all payments should go to XXXX.
-- XXXX : First payment to XXXX, not for the full XXXX balance because of incorrect information provided by XXXX ( note I've not had any problems dealing with SPS ).
-- XXXX : Notice from XXXX to change my insurance to list them as the mortgagee.
-- XXXX : Paid the remainder of the first month 's balance to XXXX, XXXX.
-- XXXX : Statement from XXXX shows the XXXX payment has been made, and a balance due for the next payment on XXXX.
-- XXXX : Second payment to XXXX, for the XXXX balance due XXXX.
-- XXXX : LoanCare called and left an automated message asking for payment.
-- XXXX : LoanCare called and left an automated message asking for payment.
-- XXXX : LoanCare called and left an automated message asking for payment.
-- XXXX : Called LoanCare and asked them to verify the transfer. The claimed no knowledge of it but said they would look into it.
-- XXXX : Called LoanCare again to follow up. Got no imformation worth writing down.
-- XXXX : LoanCare reported a late payment to the credit bureaus. I did not find out about this until XXXX. There is a XXXX-day grace period which they told me about, and have clearly violated.
-- XXXX : LoanCare called and wanted documents proving I had made the payments to SOS ( even though XXXX themselves never claimed that I didn't ). I sent them an XXXX statement, other XXXX screenshots, and XXXX bank statements ( UCCU and maps ).
-- XXXX : I got both LoanCare and XXXX together on a conference call. This was the first time LoanCare admitted there was any transfer at all, but claimed the transfer was on XXXX, and thus they should I should have sent them the payments. XXXX claimed that the transfer was on XXXX. " XXXX '' at LoanCare advised me to keep making payments to XXXX, that the scheduled release on XXXX is within a 60-day grace period, and that everything should be resolved by XXXX.
-- XXXX : XXXX called and left an automated message asking for payment.
-- XXXX : Received written notice back-dated XXXX, from LoanCare that my mortgage is being transferred, effective XX/XX/XXXX.
-- XXXX : Called LoanCare. An automated voice at the beginning of the call informed me that the balance on my loan was XXXX. When I got a peron on the line, she told me " the account was transferred as of XXXX first, '' implicitly acknowledging that XXXX was right and LoanCare was wrong all along.
-- XXXX : Notice from Loancare back-dated XXXX, actually postmarked XXXX, telling me I have missed XXXX mortgage payments, and that my account is 38 days past due. : -- XXXX : Received another dunning notice from LoanCare, this time back-dated to XXXX. It continued to show XXXX missed payments, stated " you are in : default of your loan, '' and threatened to report me to credit bureaus ( no mention of the promised XXXX grace period ). It also included " tips to avoid foreclosure, '' which I take as a threat.
-- XXXX : Complaint filed with Oregon XXXX. No action from them so far.
-- XXXX : Called LoanCare, demanding written assurance that I owe them nothing, and that they will not report me to any credit bureaus, or that if they have already done so they will have them reversed. They said that they have informed the agencies that I am " involved in a dispute, '' but no mention of missed payments. This is the first I heard of them having said anything at all to credit agencies.
-- XXXX : Emailed (? ) statement from LoanCare that doesn't show anything useful, It has a " XXXX XXXX XXXX '' of XXXX, which is the monthly payment amount, but nothing in the ledger showing it having been paid by me ( which it wasn't ) or transferred by XXXX ( which it might have been ).
-- XXXX : Despite assurances that they would not make any adverse reports to credit bureaus during a XXXX-day grace period, and written acknowledgement from XXXX than my account was closed before with no outstanding balance efore that grace period expired, I find out that my credit score has dropped over XXXX points because of an account with a past-due balance.
-- XXXX : Downloaded my credit reports, verified that the LoanCare account is the only XXXX listed as having " adverse information, '' and is said to be " 30 days past due date. '' Accordin to XXXX, this information was updated on XXXX, before the end of the promised XXXXday grace period.
So even if I owed them anything ( which I clearly do not ), it should not have been reported. It also shows payments due for XXXX, XXXX, and XX/XX/XXXX. There was never a payment due in XX/XX/XXXX, and even if I assume : that's that payment due on XXXX, there should not be a payment due from XXXX in XX/XX/XXXX ( which would be XXXX, after everything was fully transferred ). XXXX also shows a payment past due, with a date of first delinquency of XXXX, reported on XXXX.
-- XXXX : Called LoanCare again, to demand that they retract this late payment report that had lied about not having made. The first person I talked to noted that " a request is already open '' and " due to be resolved, '' and that it can take up to 30 days. Presumably, this came from the XXXX call. After letting her know this was insufficient, I was transferred to a manager. " XXXX '' claims the report of a missed payment doesn't fall under the XXXX-day grace period, because the mortgage didn't transfer until XXXX ( a variation on the XXXX date that I usually hear from them ). I informed her that I was told on XXXX that my loan was transferred " as of XXXX XXXX, '' and she said she would review the calls, and get back to me with the status of that and of the credit bureau status .
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| 11/01/2017 |
Yes |
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- Trouble during payment process
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Web |
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I will begin by stating I have ALWAYS paid my mortgage fully and early every month, plus more toward principal ( except my XX/XX/XXXX mortgage payment which did not contain any extra for principal since I do n't seem to have a say in which account my money is going ). I also write on every money order directions for where the money is to be allocated 'mortgage ' or 'principal ' ( I send up to four money orders a month - get paid weekly and it 's easier to get a money order on each payday ). I was told when I bought my house that I could pay twice a month, which would cut down on the amount of interest that would accumulate. So, for the last year I have been sending two money orders in the beginning of the month and two in the middle of the month. All mortgage money has arrived well before the end of the month. Everything had gone according to plan until XX/XX/XXXX, at which time Loancare took it upon themselves to put my first mortgage payment of the month for {$600.00} into Principal Curtailment instead of holding it for the rest of my mortgage payment. I have since been told by Loancare and my mortgage company that I was not suppose to send two payments a month, etc ... But, regardless if I paid two payments a month they ALWAYS received my mortgage in full, plus additional principal way before the end of the month and I never had a problem ( or heard from Loancare not to continue this practice ) until XX/XX/XXXX.
The following is the sequence of events which have led me to making this complaint : In XX/XX/XXXX, I opened my mortgage bill and discovered that Loancare was requesting that I pay {$1400.00} ( mortgage payment of {$900.00} plus fees and charges due to my mortgage payment in XX/XX/XXXX being {$350.00} short ). I called Loancare and spoke with customer service. I was informed that {$350.00} of XX/XX/XXXX mortgage payment had gone into my escrow account. I was also informed that they would go into the escrow account and move the {$350.00} from this account and put it towards my mortgage payment. I was requested to email Loancare, through their site, to have any blemishes for an 'alleged ' short payment removed from my account, as well as, added on fees and service charges. I emailed Loancare and requested all fees/service charges be removed and that any bad credit reports they put into my account be removed immediately. Later in XX/XX/XXXX I received an email stating no bad credit had been attached to my history and that the money had been transferred to my mortgage.
On XX/XX/XXXX, the same situation appeared to happen again. My bill dated XX/XX/XXXX stated I owed {$1500.00} ( XXXX mortgage plus {$310.00} with fees and service charges added on ). I once again emailed Loancare and all I received was an email stating they do not take 'partial payments '. First : to me a 'partial payment ' is someone struggling to make the full payment and that 'partial payment ' would be all the mortgage company would be receiving from that individual that month to be put towards their mortgage. Second : If they DO NOT take partial payments then why did they accept all of my double payments every month prior to XX/XX/XXXX and put this money towards my mortgage without a problem? Why not send the 'partial payment ' back to me and tell me to send them the full payment at one time? I sent them a couple of emails regarding this latest notice in XX/XX/XXXX.
On XX/XX/XXXX, I received a notice stating my loan is delinquent. This time they claimed I was short on my XX/XX/XXXX mortgage.
When my account payments were assessed on the Loancare website this is what was discovered : XX/XX/XXXX - Loancare took my first payment of the month which was mortgage for the month of XX/XX/XXXX, since I always pay for the next month a month in advance, in the amount of {$600.00} and they placed this in the Principal Curtailment fund. Then when I called for them to fix this problem they never took the {$600.00} they had randomly placed into the 'Principal Curtailment account ' in XX/XX/XXXX and applied this to my XX/XX/XXXX mortgage. Instead, they took {$600.00} for my XX/XX/XXXX mortgage payment from my XX/XX/XXXX mortgage payment. Then in XX/XX/XXXX I received a delinquency notice because of my XX/XX/XXXX mortgage being used to pay my XX/XX/XXXX 'delinquent ' account. They received my XX/XX/XXXX payment on XX/XX/XXXX ( the full amount this time with no extra for principal ). But instead of paying my XX/XX/XXXX mortgage they used {$600.00} ( amount they had randomly placed in the Principal Curtailment Fund in XX/XX/XXXX, and have been dipping into the future months mortgage payments to cover for their mistake ) to pay for the XX/XX/XXXX 'shortage ' and then again randomly placed the last {$300.00} of my XX/XX/XXXX mortgage payment into the Principal Curtailment Fund. So ... as of this date XX/XX/XXXX, although I have paid my mortgage every month early I am once again delinquent because Loancare has decided to designate my mortgage payments to be placed where they want the money to go and not for the intended purpose. Despite phone calls and emails Loancare has not gone back into the Principal Curtailment fund and redistributed the {$600.00} from this account towards my mortgage, as previously stated, they just continue to pull from the future month to cover the current month.
I have also contacted my mortgage company XXXX XXXX XXXX and asked for assistance in dealing with this situation but to no avail. They just chastised me for making two payments a month and although they reportedly had their accounting dept. look at the situation they did not find anything wrong. This whole situation is so ... wrong!! I even paid the full amount together in the same envelope for my XX/XX/XXXX payment and they took it upon themselves to dole out my money where they deemed it should go, not where I had requested 'mortgage ' on all of the money orders ( three this time ). I have learned my lesson. I will send only one money order for the full amount and a separate money order for any principal, I will send in one envelope ( two if necessary for the principal money order since they appear to get confused by too many money orders ) and get certified if I have to, but in the mean time this situation has be fixed asap. I will also be looking at getting a different mortgage company who can display actual concern for their clients and who deal with a different payment agency. Loancare is awful. All the people who have had to have been involved in the inappropriate shuffling of my mortgage money and did not catch on to their mistake is unbelievable. It is truly scary.
Since Loancare deemed to place my XX/XX/XXXX mortgage money where they saw fit I am once again showing as 'delinquent ', but for XX/XX/XXXX this time. I should not have to pay two mortgage payments for XX/XX/XXXX. Please help Loancare fix this problem ASAP so I can stop having to deal with their incompetence.
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| 04/06/2021 |
Yes |
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- Trouble during payment process
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Web |
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My nightmare with LoanCare AKA XXXX XXXX XXXX XXXX began when I started receiving suspicious payoff emails that did not add up for the payoff amount it was showing in which I questioned. The interest was {$300.00} higher than the amount left on the life of my loan. Who wants to pay more to payoff early? I do not have any prepayment penalties therefore I will wait until I near the end of my loan which is my right to do so. Mysteriously, the website changed after I summitted a XXXX complaint ( Made under the XXXX name ) that mentions the suspicious payoff emails and now I can no longer view my amortization table which is how I added up the amount of interest in the first place that is left on my loan. It now says " Please see your original loan contract for amortization table '' OK whatever, so Instead of doing a payoff, I decided to make a lump sum payment on my second mortgage is mid XXXX. Weeks went by and the money was never taken out of my bank so I started calling. ( I did use an account that I had not used before for my initial payment ) After hours and day after day of calling and being hung up on someone finally told me that they were unable to pull from my bank for some reason. A few days later, I log into myloancare and payments that had been previously applied somehow, even though money was never transferred were listed under my payment history as " Badcheckreversals '' Once it was clear the funds did not go through, I then resubmitted my 6 payments ( Max aloud on the website ) with a principal only payment included from the bank account I have always used bringing my new due date to XXXX. At this time, my payment was not due until XXXX when I resubmitted the 6 payments on XXXX This is when the scam starts. My 6 payments were then misapplied into 1 payment ( Not the 6 that I made ) with the rest put onto principal. My due date was now showing XX/XX/XXXX I did the math with what they did and also noticed that over {$60.00} was missing which was later applied as an additional payment only after I said something. Now the website was showing a new due date of XX/XX/XXXX which is still incorrect.
I needed my 6 payments applied for 6 months for a reason! When I called, I talked to many representatives that claimed each time, that they needed to open a " Request '' to get my payments applied correctly. This has been going on for over a month. Nothing was EVER done from not one of those phone calls even though each one of them assured me that it would. ( This is a delay tactic ) Upon further investigation and suspicion on the motives this company may have and after reading the outrageously high volume of complaints all over that internet, I decided to check my main mortgage account, only to find out that in XXXX when they purchased my loan, they illegally distributed money to themselves from my escrow account! I still have not received any explanation on this matter either.
I continue to call day after day, nothing ever gets done about my misapplied payments even though they continue to say that is was being looked into, I then decided it was time to make a complaint to the XXXX Only after this is when I received a response which sounded promising on soon to be action on fixing my misapplied payments. I have been emailing back and forth with someone from XXXX who said the escalation team at LoanCare is working on it and that it will take 5 to 7 days. Ok, so now I wait and wait. Logging into my account constantly waiting for it to be fixed, still nothing. Now on XX/XX/XXXX an entire month later, I log into myloancare and now my due date says XX/XX/XXXX SURPRISE!!!! It is now reflecting as late!!!! I have never missed a payment and have had excellent credit since XXXX!!!! Under my payment history all the misapplied payments are now saying " Misapplications Reversal '' Ok, great right? Nope! Where is my money that I paid?!?!?! Why were my 6 payments not reapplied correctly at the exact same time as the reversals to correct the problem???
I immediately emailed who I am speaking with at XXXX on XX/XX/XXXX and once again she tells me that the matter is being handled and that I will be notified when it is fixed. ( When, in another month? ) I am already getting ready for the fight with myloancare for the fact that I am pretty positive on the XXXX ( which is when they report to the credit bureau ) that this issue is not going to be resolved and that they are going to wrongfully report me as late even though I am not since they currently have my 6 payments that i made on XX/XX/XXXX.
I know myself and many others bust our rear to build credit and even more to maintain it and I will not allow someone to try and destroy my credit based on their own error which is more likely a SCAM to try and steal homes!!! I have read many reviews and they are scary! Some people even mention them sending people to their houses claiming that they are in foreclosure!! When you make your payments on time, this should never happen!!!! Not even by accident!!!
So here I am thinking what else can I do to prevent this company from the harm they are trying to create. Are they trying to steal my home that I have busted my rear for that began when I was a single mother!!!!
Since I had made 6 payments on XX/XX/XXXX, my actual current due date is not until XX/XX/XXXX but since my issue has not been resolved yet and the website is saying that my payment is due on XX/XX/XXXX, I decided to log into myloancare today XXXX to try and take matters into my own hands by making a 7th payment ( which I should not have to do ) to ensure they will not attempt any WRONFUL REPORTING!!! Or worse, let time go by and start sending me foreclosure letters even though they have my money for 6 payments already!! Wait for it ... .. HERE IS THE KICKER!!!!!! After logging in, I clicked on " make a one time payment '' OK, now it says " The online payment system is currently unavailable '' Excuse me!?!?!?!?!?! what do you mean I can not make a payment!?!?!?!?!?! There is a message that says it is most likely due to having a pending payment, and to check pending payments click on the pending payments tile to view those payments. I clicked on it and guess what?? nothing!!!!
The XXXX is right around the corner and I am writing this review before hand as proof for what I already see coming.
Next I will be contacting the Attorney General and possibly a private attorney if needed. NOBODY should EVER have to spend this much time and energy on a problem that I know can be fixed immediately and they chose to just delay delay delay. They want to hurt your credit, they want to delay action so time can go by and they can attempt to foreclose on you, this is called PREDETORY LOAN SERVICING!!! which is all FRAUD!!! This has caused me so much stress over this past month which is not healthy at all!!!
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| 06/28/2021 |
Yes |
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- Trouble during payment process
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Web |
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My wife and I just recently received a certified letter stating our mortgage loan with LoanCare is now in default due to two months of missing payments. This was sent out in XXXX.
I have consistently spoken with various LoanCare employees about a 'missing ' payment on several different occasions, with each occasion resulting in an admission that it was an oversight and error on their end.
The last person I spoke with was XXXX on Wednesday, XX/XX/XXXX from XXXX to XXXX central time. She gave me the number XXXX to identify herself. I had also spoken with someone named XXXX that day prior to speaking with XXXX. I called out the dates of each month 's payments according to my records to show that I had not missed a payment.
She mentioned that she saw where it was a mistake on their end, and that it would be resolved in five days or less.
When I asked her if I would receive anything official in writing, she would NOT answer that it would be officially in writing for my records. Again I asked her for this to be documented officially so that I wouldn't have to keep wasting my time with them against false accusations and threats of a default. She again said they would NOT be able to put this in writing!
In good faith I've contacted them numerous times in the past to resolve this issue, and again, I've been verbally told it had been taken care of, only to continue to receive communications from them stating the contrary as if those conversations never existed. I had mentioned I had spoken to someone named XXXX in XX/XX/XXXX and it was agreed upon by whomever I mentioned it to, and it was shown that indeed I did speak to someone by that name who had told me it was resolved. I asked for that conversation to be pulled up to show proof, but somehow it had not been recorded for quality assurance purposes.
I have documents that show I've made a monthly mortgage payment in good faith since the very first month that they acquired this loan from XXXX XXXX XXXX in XXXX of XXXX.
I made a payment in XXXX of XXXX over the phone, and I believe this is what has prompted faulty record-keeping on their end. Every other payment I've made has been through my XXXX XXXX online account. I will be glad to provide bank statements that show I've made my payments each month. I've offered this to them but they have told me it wasn't necessary since they found each payment I made.
To state again, I've had repeated phone conversations with this company 's associates on this matter about these 'missing ' payments, and each time I've been told it was their error, yet THEY FAIL TO SHOW ANYTHING IN WRITING to support that. On the contrary, they continue to mail me documents to show anything but it being resolved.
Also, they have continuously asked when a good time would be to contact me, and I mentioned before XXXX XXXX and after XXXX XXXX. I had requested emails as well.
On the contrary, they have 'robo-called ' me almost on a daily basis during my normal work schedule. When I answer, it is a voice-operated message instructing me to call them back.
This is absurd, and I believe it is warranted for me to claim that their company as a whole is operating in bad faith, that this is beyond incompetence and mistakes. When I look at my payment history on their website, I'd be very interested to see anyone be able to describe it -- it's unnecessarily convoluted and obtuse, and I believe that to be deliberate to obfuscate the truth.
They have caused my wife and I unnecessary anxiety and stress, and my work schedule has been compromised by continuously having to take time out of my day to straighten out what should be a simple issue.
On one of their last documents it states my loan is now in default, despite missing ANY monthly payments. They listed an email address to contact them, which is : XXXX, and yet when I emailed them, it came back with an error message as not being a proper email address!
Last year they sent me a written document stating I had an escrow shortage of a little over {$200.00} due to an increase in city/county taxes. They mentioned in that letter that I had two options : 1 ) I could mail them a check for that amount, and my new payment would be adjusted to {$1600.00} based on that payment, or 2 ) I could not send in the payment, and that {$200.00} would be rolled into my new mortgage payments, which would then be over {$1600.00} per month. I immediately mailed them a check for the {$200.00}, but they continuously sent invoices of {$1600.00}. When I called in to correct this, they claimed that they didn't know what to do with the {$200.00} I mailed them! I told them it was in direct response to their own communication. They told me they would fix it, but then it continued and I had to keep calling back in to correct it. They finally resolved it after several months. This gives you insight as to how difficult they have made things on me, and I believe this to be deliberate.
Also, they have continued to mail me documents just one day apart stating that I do not have updated hazard insurance, then stating that I do, then stating that I do not again, and that they will have to pay for it and it could cost over {$2000.00} a year compared to the insurance I already have in place for approximately {$1400.00} a year.
I have recently uploaded proof of my hazard insurance and no one has contacted me to verify that. Also they have a charge labeled 'unapplied balance ' of {$1300.00}. Regarding this charge, no one has been able to describe what it's for, and when I spoke to XXXX in XXXX of XXXX about this new charge, she said not to worry about it, that by her own admission their system was very convoluted and that she had resolved everything and that I was current and that all I owed was my regular monthly payment.
This has been a complete nightmare! I have spoken with two different mortgage companies about refinancing, and when I mention their name they have said they were 'terrible. ' If you XXXX LoanCare and read their XXXX reviews, they have over XXXX reviews with an average of XXXX ratings. Many people mention they would rate them 'zero ' if the system allowed. They have a proven track record of what I think the legal system would call 'operating in bad faith. ' So now my loan is officially in default despite me making my payments every single month. This also affects my ability to refinance at a lower rate for a conventional loan that will not have to require PMI since I now have over 20 % equity in this house. If someone can please advocate for me that would be much appreciated!
Kind regards, XXXX XXXX
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| 07/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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1. Secured a loan for the refinance/purchase of XXXX XXXX XXXX, XXXX XXXX, Utah in XX/XX/XXXX from XXXX XXXX/Loancare.
2. Requested a forbearance plan from XXXX XXXX/Loancare due to COVID in XXXX of XXXX.
3. Granted forbearance from XXXX XXXX/ Loancare ( see XX/XX/XXXX letter ). ( Due to that my employment was impacted by COVID, I was not working for several months ).
4. Mortgage sold/transferred to XXXX XXXX as of XX/XX/XXXX ( see service transfer dated XX/XX/XXXX ).
5. Mortgage still in forbearance as of XX/XX/XXXX ( see XX/XX/XXXX letter ) 6. Received a Loan Modification letter from XXXX, dated XX/XX/XXXX. ( please see XX/XX/XXXX letter ). Needed to respond by XX/XX/XXXX.
7. Mortgage sold/transferred to XXXX XXXX/Loancare as of XX/XX/XXXX ( see service transfer dated XX/XX/XXXX ).
8. Received statement dated XX/XX/XXXX from XXXX XXXX, causing confusion, as XXXX stated Loan would be transferred.
9. Called XXXXXXXX XXXX/Loancare on XX/XX/XXXX to get a mortgage statement, ( my purpose was two-fold : 1 ) to make sure I started paying the loan again to not default, and 2 ) I was in the middle of a refinance for another property, and the last piece of information needed was ONE mortgage statement for XX/XX/XXXX from XXXX/Loancare ). I was told XXXX/Loancare did not even have an account set up for me yet. I asked then about payments, and I was told I have a 30-day grace period for payments. I asked to receive e-statements. I was told statements would not be generated until the XXXX of the month. ( Please ask for the recordings of my calls ) 10. Called on the following dates following up : ( please see screenshots of calls ) a. XX/XX/XXXX b. XX/XX/XXXX c. XX/XX/XXXX d. XX/XX/XXXX. As of XX/XX/XXXX, there were still not any mortgage statements in my online account, even though I was told they were processed on the XXXX of each month.
12. On XX/XX/XXXX, the representative told me I was in a loan modification program and failed to make a payment. I asked what modification program? She said we called you. Please note, to date have never received any documentation regarding a loan modification, thru mail, e-mail, or otherwise, nor have I ever received a message from XXXX/Loancare regarding same. The only loan modification documentation I have ever received was from XXXX, not XXXX/Loancare ( see # 6 above ). Again, I requested statements, inquiring why they were not in my account. She told me XXXX/Loancare would be emailing me my XXXX and XXXX statements, that it would take 5 to 7 business days. Again, I have never received such statements ( and yes, I have checked my SPAM folder ).
13. On XX/XX/XXXX, I had a credit alert that my credit plummeted from XXXX to XXXX when XXXX/Loancare said I defaulted on a loan. It is hard to default on a loan when they have never mailed you a statement for what you owe on a monthly basis, nor a statement on your account on their website, and their website is inoperable to accept payments. ( Please note : I have had 3 other mortgages in my lifetime, and numerous car loans, and never have I defaulted on a loan ).
14. Called on the following dates to try to rectify my credit situation : aXXXX XX/XX/XXXX b. XX/XX/XXXX. To boot, the loan was paid off on XX/XX/XXXX, just 2 days after they said I defaulted. Please see closing documents from XX/XX/XXXX. And they must have KNOWN this, since the Title Company had to ascertain what the payoff amount was from XXXX/Loancare.
16. Call on XX/XX/XXXX lasted 2 hours. Waited 30 minutes for a representative to answer, at which time I explained my situation, then she transferred me on hold to a supervisor for another 1.5 hours, at which point, I had to get ready for a hearing, and pressed the number for a call back, which was supposed to be in one hour. I never received such call to date. I understand that we are in a labor shortage, but XXXX/Loancare is impossible to get ahold of on the phone. If I lived closer, I would go to their offices.
17. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX regarding Please contact us about your recently missed mortgage payment ( see letter dated XX/XX/XXXX ). As you can see, I included the copy of the forwarding address from the USPS attached to the envelope ( I moved XX/XX/XXXX ), somehow this letter never got to me at my NY address, and then showed up 6 weeks after it was dated. This letter was not sent to me via email, nor is it under e-statements in my account on the website. ( It is also not my fault the USPS took 6 weeks to get this document to me when I changed my address ). Furthermore, they said I missed 13 mortgage payments. I did not miss 13 mortgage statements, I was in forbearance, and ready to begin payment XX/XX/XXXX ( evidenced by above efforts ).
18. Please see screenshots of their website. The ONLY statements on the website, are two of the same : a debt validation letter dated XX/XX/XXXX. No statements, no default letters. I repeatedly tried to pay a payment via their website from XX/XX/XXXX onwards, just to pay something, but the site would just keep generating for a long time and go to a message that said I didnt have access to my account. ( PLEASE ask for the recordings of my phone calls. ) No one offered to help on the occasions I actually got to speak to a representative and explained the website was not working for me to make payments.
By the above statements, XXXX/LoanCare I believe is conducting predatory lending practices. They never sent me an actual mortgage statement, nor is there one on my account on their website. Did I owe the total from forbearance? Did I owe the regular monthly payment? I believe they saw the huge increase in housing prices in the housing market and wanted to default my loan so they could make a huge profit on the resale. That and the fact that the transition was so confusing from XXXX to XXXX/Loancare. I tried to be diligent about figuring out the transition, just to find out on XX/XX/XXXX I didnt even have an account set up yet with the new lender. It is completely irresponsible of a lender to not have my account set up yet on the date of my transfer. And the fact that their representative LIED to me, stating I would be receiving both XXXX and XX/XX/XXXX mortgage statements, which apparently do not exist as I have never received them via mail, email, nor are they in my account online. This company is extremely dishonest and fraudulent and should be investigated. I implore you to request the recordings of my phone calls, to see what I was requesting and how they tried to appease me but never actually help me sort all of this out.
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| 10/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Due to Covid affecting my business and our families finances, I put my mortgage in suspended payments under the CARES Act. In XX/XX/XXXX, I attempted to extend for 90 additional days. I received an email for Loancare stating it was approved but did not have any dates. I called Loancare on XX/XX/XXXX as I had not received any further letters or emails regarding the extension and I had also checked my account online but there was no information on the request. When I called on XX/XX/XXXX I spoke with a rep named XXXX XXXX XXXX. She informed me that the suspended payment request was approved until the end of XX/XX/XXXX XXXXShe explained any payments made during that time would be tacked to the end of the loan and that I should contact Loancare mid-XXXX to notify them that I wanted a deferred payment plan. I also explained to her that I had received a modification letter in the mail prior to XX/XX/XXXX dated XX/XX/XXXX. I explained I did not want a modification only a deferred payment plan. She again recommended I contact Loancare end of XXXX to notify them that I wanted to defer the missed payments to the end of the loan. I also explained to her that I had not received a letter of confirmation of the suspended payment and she said she would send a letter by email and confirmed the email address on file was correct. She said it could take 20 minutes to receive it. I never received the email confirmation. On XX/XX/XXXX I called Loancare and spoke with XXXX. He informed me I was approved for a modification plan and that I did not have a suspended payment currently. He said he did not know why the other rep, XXXX had told me that and that she must have been reading something wrong. He said he would contact the Dept that handles that to notify them I wanted a deferral not a modification. He said not to worry about making a payment during this time as it is being researched and it could take 30 days. He said to call back the following Tues for the status of the deferral request. I contacted Loancare on XX/XX/XXXX and spoke to XXXX Id XXXX. She informed me that there was no record of a suspended payment plan going forward. She transferred me to Loss Mitigation. I spoke to XXXX in Loss Mitigation. She informed me I did not have a current suspended loan payment plan and that my deferred payment was not resolved and that any payments I made would be added to the end of the loan. I explained I was worried about the payments because I was told that we had been approved by XXXX on XX/XX/XXXX that it was approved but that nobody else at Loancare could give me the same answer. I also informed her that the Loancare website would not allow a payment to be made. She said there was a problem with their website. ( the website has not worked for making payments 3 weeks prior ) She said she would let the underwriters know that I wanted a deferral not a modification and that I won't hear anything back regarding it for 30-45 days. On XXXX I called back to see if Loancare had any information. I had checked the website and there wasn't any information on it and I was not able to see when my next payment was due. He said I would receive an email from him that confirmed a deferral plan was requested. I asked him about any payments being due because it wasn't on their website and he said the payments on the site had been down awhile. He said no payment would be due until the deferral was approved it would take awhile to complete the process. I explained that I was concerned as every time I called I was told a different answer. On XXXX I contacted Loancare I spoke to 3 representatives on this date. The first was XXXX XXXX. She said I was in approved for a modification plan and that I wasn't qualified for a deferral. She didn't know what had disqualified me that maybe I had missed a payment. I called back again and asked to speak to a Loss Mitigation supervisor, XXXX. She said she would check with underwriting and call me back the next day. She never called me back. Around that week I called again and spoke XXXX XXXX XXXX. She said I had missed XXXX and XXXX payments and that was why I was not qualified for a deferral. She said she could take the payments by phone. I made the 2 payments by phone. She was going to talk to underwriting to see if making the 2 payments would work with getting the defferal approved. I never heard back from her. I called Loancare/ Loss Mitigation dept several times. I finally reached XXXX XXXX and found out the deferral was approved and my next payment would be due XX/XX/XXXX. Around XX/XX/XXXX I received 2 letters at the same time. One dated XX/XX/XXXX that my deferred payment plan request was approved starting XX/XX/XXXX and expires XX/XX/XXXX. The other letter dated XX/XX/XXXX stated that I was approved for a Payment Deferral and describes the terms of the agreement. My complaint is that I think Loancare representatives could not give out clear information regarding the deferral request. I suspect this was done intentionally in order to coerce me into a very bad loan modication program that would not have lowered my payments and instead extend my mortgage to a 40 year mortgage. The letter I received in XXXX stated to accept the modification begin making the trial payments on XX/XX/XXXX. The letter also stated that if I did not make the I might be referred to foreclosure. The letter stated that I should contact Loancare if I wanted other options besides the Modification but every time I called I received a different answer. I want to know how the 2 payments were applied that I was told were for XXXX and XXXX as one of the reps I had spoken with stated all payments made during the " interium '' ( waiting for a missed payment plan0 would be applied to the end of the mortgage. If this is the case I would like {$4100.00} I paid in XXXX by phone back. If I am approved for a suspended payment extension until XX/XX/XXXX I would like to be able to do so. I have been hit hard financially because of Covid as I own a XXXX XXXX XXXX XXXX XXXX. Ideally I would like the payments of {$4000.00} that I was forced to make back and I would like the suspended payment plan that was approved until the end of XX/XX/XXXX. After that date I would like to resume regular payments and have the missed payments deferred to the end of the mortgage as I was told on my first call to Loancare on XX/XX/XXXX i would be able to do and from my understanding of the CARES Act this should not have been such a complication. This would also give me time to get back together financially.
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| 10/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I have a Prior complaint regarding Forbearance complaint number XXXX that was closed. Today I Received an email on XX/XX/XXXX regarding a letter from Loancare Dated XXXX XXXX from XXXX XXXX Office of the Customer.
Referring to the forbearance plan This letter states XXXX XXXX to XX/XX/XXXX Another XXXX XXXX letter states to XXXX XXXX An XXXX email states click this button to renew. For additional 180 days.
This letter states that I am denied for the Forbearance due to the Co - Borrower had no Knowledge need Approval per letter. First and for most, I must say that loan Care Has in their records that XXXX XXXX has not lived in this home since XXXX XXXX The home is owner occupied by XXXX XXXX, XXXX XXXX has called and changed the address and this you can see in the records where the statements did not come to XXXX XXXX XXXX that I was making the payments maintaining the house and property that I had to put a password on the account so my sister could not get my information XXXX XXXX and the password would help that nobody could just call in and keep changing the address or go online so when you say that XXXX did not know about the forbearance that is incorrect for one she did not live here she changed her address. two I was the owner that was truly owner occupied at the time. Three I never represented the XXXX XXXX was living here under the forbearance and Loan Care knew that we have been in litigation since XXXX of last year and their response is they do not get involved in situations like this and they let the court handle that end. Our House interest form was changed to the XXXX XXXX XXXX address. My Mother was well aware. The attorneys have been back and forth.
and that is where we have been.
I did not request a modification.
XXXX lawyer has told the court on several occasions she was in no position to help pay the mortgage. XX/XX/XXXX XXXX tried to force the sale the court was denied. The court was well a where of everyone struggling, .In arguments.
I have paid the mortgage and the upkeep insurance any late fees I brought current earthquake insurance, then Covid 19 hit, I was sick Financially hit. This is why we both have a lawyers. Your Letter states XXXX XXXX XXXXki Co BorrXXXX XXXX
Claims no knowledge meant I am confused how you can speak to XXXX XXXX and her attorney and give information about XXXX with the privacy laws and with the password that is on the account.
Especially with no court order and your position on what Loan care has said about litigation again you can check through the file to see all of the notes I will attach some that I have to this file, below will be the email copied and paste that Ms . XXXX sent that you can see what was all three of theres communication with XXXX XXXX that I would like to please enter in this complaint with detail with your letter from your Department.
if XXXX XXXX will refuse the extension of the forbearance and if so, putting our home into foreclosure in XXXX as her letter states and the total {$14000.00} is owed as stated in XXXX Attorney s email below I would like all this in writing please in the response.Ms.Gilreath email down to 33 days.
Also Explanation of a letter I received today dated XX/XX/XXXX XXXX. In regards to error notice of error of acknowledgment to our loan number.
On XXXX XXXX Here are the Emails Of the Attorneys. For your Records.
From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : XXXX XXXX XXXX XXXX XXXX, My clients and I had an informative conversation with the XXXX XXXX XXXX company this morning. As you may or may not be aware, the forbearance ends on XX/XX/XXXX ( 42 days from now ). XXXX XXXX Mortgage had no choice but to grant the forbearance since it was a government program related to the Covid pandemic.
That being said, the loan must be brought current as of XX/XX/XXXX. The balance as of today is {$10000.00}. The monthly mortgage amount that your client was unable to pay was {$2100.00}. Doing the math, the balance as of XX/XX/XXXX, will be approximately {$14000.00}.
Presuming that your client does not have the ability to come up with the {$14000.00} to bring the mortgage current, the foreclosure process will begin in XXXX.
We had an excellent offer of {$770000.00} procured by a real estate agent selected by Ms. XXXX and once again Ms. XXXX refuses to accept the offer. I'm not sure how or why she believes that foreclosure is a better option. Please know that we will once again be seeking a court order to sell the property. We will also request that the court order {$30000.00} to be distributed to Ms. XXXX and to Ms. XXXX with the balance to be held in escrow pending the court 's further determination regarding distribution.
Thank you, XXXX XXXX, XXXX.
Phone/Fax : ( XXXX ) XXXX | Web : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX California XXXX How can I help? Click here to Schedule a Call with me.
Below my Attorney Dear XXXX, My step mother just passed away, and I am traveling, so I wont be in a position to respond to the nonsense contained in your email until I return to the office on XX/XX/XXXX.
Simply agree that 25 % of the net proceeds goes to our respective clients, with 50 % being held in escrow and we have a deal.
Its time everyone stops being foolish and moves on with their respective lives. Rest assured, we will vigorously defend XXXX XXXX at trial. Its your clients move.
Very truly yours.
XXXX XXXX XXXX Get Outlook for So you are aware the Court is involved So in ending Per your letter I would like to extend the Forbearance, I again this is asking for assistance. To continue.
Ms , XXXX did not acknowledge she was going to stop paying her share of up keep or transfer House To XXXX XXXX, Or Create A new trust move out when, I was on vacation with family.
What Has changed she needed assistance and care.
XXXX has XXXX issues.
Called XX/XX/XXXX said kicked me off plan on XX/XX/XXXX XXXX pass word was created XXXX to XXXX he said it should be done the end of business day or tomorrow my password on the account Called XXXX! XXXX no alerts XXXX XXXX XXXX trying loan care to get me to litigation she did not see any thing either XXXX said she will mail everything out to me XXXX XXXX XXXX Id XXXX said it was all mailed out Friday XXXX - XXXX - XXXX Called XXXX XXXX XXXX mins on phone XXXX XXXX should be mailed out XXXX Id XXXX XXXX Id XXXX XXXX called again about loan doc Taxes paid XXXX XXXX Interested paid XXXX XXXX XXXX XXXX sending Id XXXX Sincerely, XXXX XXXX XXXX
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| 06/01/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our VA loan was sold to Loancare within 30 days of closing in XX/XX/XXXX . We have not had any issues until now. On XX/XX/XXXX ( date of statement, not the date the statement was received ) we received a letter stating our escrow was - {$5100.00} and starting XX/XX/XXXX , ONE MONTH NOTICE, our payments will increase {$710.00}! Wow, how can this be? Who can make such a drastic increase in payments? I started researching and seeking help through outside sources so I could learn more about what I was going up against. I submitted a request online from Loancare for my detailed escrow statement from the beginning of the loan. I received the same statement I had already received in the mail. I called on XX/XX/XXXX XXXX , spoke to XXXX # XXXX , and he was unable to see what happened so put me on the phone with supervisor XXXX . XXXX stated that m y Homestead Exemption w as not applied to the loan. XXXX called the county while I was on hold and also verified online that my Homestead Exempti on was active. She stated she would upload it to my loan and contact the tax supervisor at their company and within 5 days have the payments adjusted. I called on XX/XX/XXXX , spoke to XXXX # XXXX , and was told that nothing was pending and no task was opened 5 days ago. She stated that they have a copy of the Homestead paperwork but want me to get a copy of the Homestead Exemption showing it is active and send it to them. She stated I should of done this when I requested the escrow breakdown? How was I to know to do this if no one asked me to? I was told a stop would be put on any late fees that may accrue. I stated that they should already have that information because the supervisor I spoke with said she was able to pull it up. I asked to speak to a supervisor and was told they were all busy and she would have one call me back in an hour. I knew they would n't but was assured she would see to it that they do. I received no call and it was the weekend so they were closed and I could n't call back. XX/XX/XXXX I was able to hunt down the Homestead Exemption and emailed it to Loancare as requested. I called on XX/XX/XXXX , spoke to XXXX , and was told that the Homestead Exemption I sent has an estimated tax for the upcoming year and I need to submit the actual tax. WHAT? First off, I received that information fro m the county a nd they do n't have the tax yet, which is why it is estimated. And secondly, this is not what was requested of me, the Homestead Exemption be ing active is what I was asked to show. And lastly, this is not my job, this is what I pay them to do. I asked to speak to her supervisor and was placed on the phone with XXXX XXXX . She stated she does n't know why anyone is telling me they need the Homestead paperwork as it is already applied to my loan. She stated the escrow is short because of an error on their behalf. Apparently Loancare paid the school taxes and no t the county t axes. They tried to blame it on the county no t billing them. I remember getting tax statements from the county so I pulled those out and on XX/XX/XXXX I had called Loancare, spoke to XXXX , stating that I received the school taxes and asked is they have a copy of it. He said they already have it but since it is for {$2300.00} and they show {$1400.00}, to fax it to him. I faxed it and have a confirmation sheet showing it was received. I was told by XXXX that I now have to pay f or the county taxes and get my escrow current. The school taxes were {$2300.00} and the county taxes were {$2300.00}. XXXX stated my escrow had {$1500.00} balance before they paid the school and county taxes. I told her this is a hardship on my family, as it would be for any family and she stated she would get with the escrow department and see if they could help me in any way. XX/XX/XXXX I left a message for XXXX for status with no response. XX/XX/XXXX I left a message for XXXX for status with no response. XX/XX/XXXX XXXX and XXXX I left a message for XXXX , she called back stating she has a supervisor helping her and assured me this would be fixed today. I emailed her directly a letter requesting the amount to be prorated for 48 months as she requested. XX/XX/XXXX XXXX I left a message for XXXX for status with no response. XX/XX/XXXX XXXX I left a message for XXXX XXXX she called back and stated it is still pending. She stated they had to reach out to XXXX XXXX co to look into this issue. She put a stop to calls on our late payments and made sure all late fees would continue to be waived. I told her about how I called in XXXX with the tax documents and emailed her a copy of who I spoke with and the fax confirmation page. XX/XX/XXXX XXXX pm I left a message for XXXX for status with no response. XX/XX/XXXX my husband received a call from XXXX asking for me. He told her to call my phone number and I did n't receive her call for hours even after I tried calling her 3 times. I was told that the escrow amount would be granted for 36 months prorated and my new payments are {$1600.00}. This is still a {$430.00} increase in payments! I told her I still ca n't make those payments and she said she would put in a request to have it re-evaluated for 48 months like I originally requested. She stated she has her supervisors XXXX XXXX and XXXX XXXX helping her in this issue. I got off the phone last night and started doing math. I emailed her this morning, XX/XX/XXXX asking for clarification. I am curious where they are getting {$1600.00} from? If {$2000.00} was prorated for 36 months, it should be a {$57.00} increase on our payments. If {$3000.00} is needed to make escrow current ( as XXXX stated XXXX , it should be a {$250.00} increase on our payments. {$57.00} + $ XXXX = {$310.00}. However they are showing an extra {$110.00} added to our payments. We are wondering what the {$110.00} for, as we do not show that amount being accounted for? I do n't understand why we are being put through so much distress for this when it was an error on Loancare 's behalf and at no fault of our own. We are now 2 months behind on payments because we do n't know our current mortgage payment amount. This ca n't be legal and I am thinking about hiring an attorney. I understand I owe this amount regardless and am willing to do so, I just need them to work with me so I can afford these payments along with cost of living. Please HELP!
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| 01/12/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I'm doing my best to avoid litigation with this company, but they are making it impossible. This is my final attempt at an amicable resolution to this problem before I proceed with a lawsuit. I've contacted LoanCare over THREE dozen times, by telephone and email, regarding FHA Loan # XXXX. I have not received any response or return calls/messages as of the date of this complaint.
On 9/15/21, as my approved Covid-19 forbearance plan was ending, I contacted LoanCare to discuss options to bring my loan current. I had a lengthy and detailed conversation with an agent who explained that because I had returned to work, but with my income/hours reduced by fifty percent due to continued impact of the pandemic on my job, and the hospitality industry in XXXX XXXX, I would be eligible to receive an offer for a lower APR and modified terms to reduce the monthly amount of my payment to a more affordable amount. I was also promised my missed payments would be "added on" to the end of my loan period so that I could continue making payments until the loan was paid off. I was told I'd receive the packet in 10-12 days by mail to sign, notarize and return.
Finally, I received 'paperwork" on XXXX--TWO FULL MONTHS later! But the paperwork was not as promised (details below). Meanwhile, in the interim and EVERY DAY SINCE (including the date of this complaint), LoanCare has sent me auto-emails and placed robocalls several times each day (including Saturdays and Sundays) threatening me with foreclosure and collections! Again, I didn't do anything wrong! LoanCare didn't deliver the documents they promised, not me!
Worse, as previously stated, when this so called document packet/paperwork finally arrived, the package did NOT include ANY of the promised provisions whatsoever! There was NO offer for the reduction of my APR or lowered payments so I could continue making my mortgage payment. The terms were NOT changed to add the missed payments and extend the length of the loan to accommodate as promised.
Instead, the packet demanded that the missed payments be due in one lump sum at the maturity of the loan. This is NOT loan modification! This was a partial claim, I never indicated I was interested in this option. On the phone, the representative did not offer this option. Again, I spent a great deal of time asking questions and clarifying the offer. I have a RECORDING of our phone call! He promised me documents for a modification to lower my monthly payments with reduced APR. I didn't make a mistake or misunderstand; this company is being deceitful, fraudulent and unscrupulous. The lies the state repeatedly in the attach XXXX XXXX XXXX shall serve as proof.
Loancare did NOT send the paperwork in a timely manner, and they did not send the CORRECT documents as indicated to include the offers promised by Loancare's customer service agent on XX/XX/XXXX Now, here we are in a New Year--and Loancare is still pursuing illegal collection activity with daily emails and robocalls threatening me. I AM STILL WAITING FOR THE CORRECT DOCUMENTS TO BE SENT FROM THEM TO REDUCE MY APR AND LOWER MY MONTHLY PAYMENTS! I'm not sure how to make this statement in plainer English. What is their problem? What is their disconnect? I'm not convinced this is just a series of unfortunate errors that, unfortunately negatively impact me. No, I'm hard-pressed to believe these actions are one under percent intentions on the part of this company. Here's why:
I am convinced this company has no interest in reducing my APR and monthly payments ands instead is trying to "run out the clock" so they can foreclose on me giving the bogus excuse I didn't "return their documents" or some nonsense, when in truth, they REFUSE to send the CORRECT documents to me to have notarized and return! An example of this is, in the XXXX XXXX XXXX XXXXomplaint attached, XXXX XXXX at Loancare claims the correct documents were sent, however, this is FALSE. To this day, I still have not received them. If XXXX can deliver a package to me in an afternoon, why does this company have such trouble with the MAIL?
Further, I attempted to contact XXXX XXXX at her number, XXXX XXXXXXXX XXXX XXXX to explain she told a falsehood to the XXXX and never set the application/documents for loan medication as promised and noted in her response to XXXX. Her voicemail greeting answers, however, you are unable to actually leave a message and are instead returned to the main menu--a common tactic Loancare employs.
My attorney has looked over this case and agrees it appears the company is perpetuating fraud here, so he believes we have a strong case against Loancare if I'm forced to sue to their refusal to cooperate. I have all of my records, I have the voice recording of the aforementioned conversation on XXXX and the promises made, copies of emails I've sent to XXXX XXXX on their Loss Mitigation team, phone logs showing all dates/durations for the calls I've made to their offices. I have all the receipts from certified mail I have sent them regarding this matter, as well as the letters my attorney has sent. I also have a copy of the 100% false statements they made to the XXXX XXXX XXXX regarding my complaint with them; find it attached. (Which is actually great because it will help prove our claims of fraud and illegal handling of this matter in court). What I DON'T have is, any actual response from Loancare, whatsoever! Save robocalls and threatening emails, that is...
This complaint with CFPB is my final attempt at an amicable resolution before taking this matter to court. Unfortunately, I have exhausted all other options. Loancare has repeatedly deceived me, defrauded me, and damaged my credit rating through no fault of my own. They continue to engage in illegal collection activity daily. They are threatening me with foreclosure, but repeatedly have either failed or intentionally refuse to provide the promised documents so I can modify my loan to bring it current. They are also incorrectly and illegally reporting a delinquent status to the credit reporting agencies, which has caused serious damage to my credit rating--which is another reason I'll be suing for any and all available damages. And again, ALL of this is because of LOANCARE's inaction, mistakes, fraud, and incompetence--not mine! Reduce my APR and lower my payments to an amount I can afford now that my income is 50% less due to Covid and I will pay the mortgage!
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| 10/01/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Despite my loan serving company LOANCARE being professional and polite they have been inconsistent, incorrect, and have unfairly denied me the " full extent " of my rights under the Cares Act and the VA Administration 's requirements for VA funded loans as it pertains too being granted # 2 consecutive 180 day forbearance periods as well as # 2 additional 90 day extensions if requested by the borrower due to the pandemic hardship. However I was not provided the full term I was entitled too by law. And to date I have not been able to have them manually correct their error and or flaws in their forbearance extension process. ( That I was instructed and directed to contact via # 4 separate phone message requests ).
The fact remains I was denied the complete first 180 day period allowed under the Cares Act, due to a very misleading and completely unmanned or unmanaged automated phone process. I am not saying their continuous looping automated unmmanned system with no prompts to exit to a live agent was done intentionally to shorten borrowers allotted time under the Cares Act, however it has directly caused the situation now being addressed in my complaint.
Let me explain the time line and facts : On or about XX/XX/XXXX I called LOANCARE who services my VA Loan per a suggestion from my VA Rep. and requested a 180 day forbearance under the cares act. I was given and granted " one option '' a " FULL '' 180 day forbearance period that would be automatically extended when it ends if still under hardship for a second additional " FULL " 180 day period, and if needed followed by two additional 90 day extensions.
I was told that " there was nothing else I had to do, meaning as long as I was still experiencing difficulty due to circumstances of the pandemic " I DIDN'T NEED TO CONTACT THEM AND THE SECOND 180 DAY FORBEARANCE WOULD AUTOMATICALLY GO INTO AFFECT AT THE END OF THE FIRST 180 DAYS " ( Both WHICH WOULD HAVE ENDED THAN APPROX. XX/XX/XXXX ) AND NOT ON XX/XX/XXXX 55 # DAYS EARLIER AS IT IS SCHEDULE TO END AS OF NOW!!! Additionally I was sent at least two emails from LOANCARE stating the exact same instructions, I WILL INCLOSE COPIES IF POSSIBLE.
So I was told verbally during my original approval and subsequently in writing on several occasions I din ; t have to do anything to have the second 180 start at the end of the first 180 days. However by the first week of XX/XX/XXXX less than 90 days into the 180 day forbearance I began receiving at least # 2 or more phone recorded messages per week from LOANCARE stating I needed to call a certain number as soon as possible. After the fourth call and being concerned as to why are they calling I called the number. The number was automated and looped with no prompts to speak to any live agent. The recording basically discussed the forbearance and if you were still experiencing hardship and it prompted borrowers to select certain prompts to confirm still having hardship etc. After three full consecutive attempts and no other choice I decided to continue through the recorded message and the prompt asking to confirm I was still experiencing hardship. That call took place XX/XX/XXXX. however the result of the call was the system ended my originally approved first 180 day period under the law and started the second one immediately simply by confirming the borrower was still having hardship as requested to get through the process, I thought perhaps as I confirmed I could finally be rerouted and speak with a live agent and fine out exactly why this was requested, why I was called in the first place when told I wouldn't be contacted nor would I have to do anything to get approval for the second term when the first one ended. And why not automatically extended etc ... AS INSTUCTED I can't imagine how many other people were directed to this misleading process and have also now lost days they were entitled under the law.
Finally, I called on Friday XX/XX/XXXX within 30 days later as I realized they shorten my allowed time by 55 days and spoke with a XXXX the call is logged. She explained because I was behind that is why the calls went out and I stated I didn't by that excuse because I wasn't called in late XXXX, XXXX XXXX or XXXX. I told her I want it manually corrected to reflect my full 180 days for both periods and should be extended to XX/XX/XXXX. She replied well sir under the Cares Act and VA regulations when it ends in XXXX XXXX, XXXX you can simply request up to two additional 90 day extensions. I replied why do I have to start my two additional 90 day periods nearly two months earlier because of their faulty process and she had no answers, At that time I requested a supervisor. At that point I spoke with a female supervisor XXXX XXXX and I went through everything again. First she stated originally when I applied I should have been given three options # 3 months # 6 months and a # 12 month forbearance period. I explained I wasn't and I was again told # 2 # 6 month periods with nothing to do in between per my application and first call and several follow up emails it would extend automatically. Than I explained what XXXX stated I could still apply for two additional 90 day periods and I again stated why do I have to request those 55 days earlier than I should have under my original approval??? She went to check some notes and returned and seemed completely confused! She than stated actually under the Cares Act people could only get two 90 days total, I was shocked and stated I beg to differ and you told me when the call started I should have been offered three choices of 3 months, 6 months and 12 months, now your saying two 90 day periods total, the conversation didn't make any sense beyond that point and she seemed very confused and said well sir I will look into the calls, and options and your request to manually correct the date to include the additional 55 days I felt I was cheated out of getting under the law, and she would contact me by phone, To date no one has contacted me or corrected the date from XX/XX/XXXX to XX/XX/XXXX. I called last week and spoke with them and no more information was put into comments, the calls weren't pulled ( even though they don't need to be pulled as far as I am concerned because I am entitled to two full 180 periods. PLEASE HELP ASAP, REPESPECTFULLY XXXX XXXX XXXX email at XXXX, thank you. HAVE A SAFE AND BLESSED WEEK
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| 12/27/2019 |
Yes |
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- Trouble during payment process
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Web |
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I am writing as the issue that I faced with Loancare LLC. that was supposed to be corrected in XX/XX/XXXX has not been corrected. Below I have included a recap of the previous issue that I report to the CFPB that Loancare LLC. responded to stating that they would correct the issue. I received a letter on XX/XX/XXXX from XXXX XXXX stating that the issue was resolved, and that my mortgage was adjusted to the correction. Though I received notice in writing that the error was corrected, as of today ( XX/XX/XXXX ) I am still on the phone ( after 2 hours ) dealing with the issue.
Below is the initial complaint, along with the update of events that have been occurring since : Subject : Loancare LLC. Mismanagement of Mortgage Escrow Account I am writing regarding my mortgage servicer, Loancare LLC. While logging into my online account to process my XX/XX/XXXX mortgage payment, I saw that Loancare LLC. increased the amount of my mortgage payment by {$250.00}. On Friday, XX/XX/XXXX I called the customer support line to inquire about, and resolve the discrepancy in the payment amount. I was able to speak with their representative, XXXX, who explained to me that LoanCare posted {$3300.00} to my escrow account on XX/XX/XXXX in error. She further explained that the error wasnt caught until XX/XX/XXXX when the {$3300.00} was withdrawn from my escrow account ; which put the escrow account into a negative status because of an escrow reimbursement that was made to me in XX/XX/XXXX. I asked why and how this occurred, and all she was able to tell me is that LoanCare made an error. I was told that the error was being escalated for review, and instructed not to pay my mortgage until the error had been resolved. Today is XX/XX/XXXX, two months after my initial phone call, and the issue has not been resolved. I have since called to follow up in attempts to resolved the discrepancy, and pay my mortgage over 15 times. Most notably on the following dates, and having spoken to the following representatives : XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX & XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX Ms. XXXX All of the representatives listed above have told me that the error is on Loancare LLC. ; however, they are unable to rectify the issue aside from me paying the {$3300.00} to Loancare LLC.
Since this was an error made by LoanCare, I should not be penalized and forced to pay more in my mortgage. Ive honored the payment agreement each month, paying my mortgage payments on time.
Loancare LLC. needs to adjust my escrow amount to remove the negative balance, and adjust my mortgage back to the original amount as the error in the escrow account was caused by Loancare LLC.
I should not have to pay for Loancare LLC 's careless management of my account.
***UPDATE : As of today, XX/XX/XXXX I am still facing the same issue with Loancare LLC .
I received another letter in XX/XX/XXXX/XX/XX/XXXX stating that they reviewed my escrow account and adjust my mortgage rate again for the same error that they were supposed to correct in XX/XX/XXXX. I proceeded to call and left several messages for XXXX XXXX ( from the Office of the Customer at Loancare LLC. ). After several message left and attempts to reach XXXX, I called the main customer service number on XX/XX/XXXX and spoke to the service representative, XXXX.
- XX/XX/XXXX at XXXX - XXXX stated that the request to correct the escrow was never submitted by XXXX or anyone else from Loancare LLC. , and that he would submit the request while I was on the phone. He then stated that the issue would be resolved and that I would be able to call on XX/XX/XXXX to pay my normal mortgage payment. He assured me that everything would be corrected and that I would be able to make the payment on XX/XX/XXXX -XX/XX/XXXX at XXXX - I called Loancare LLC. to confirm that their error had been resolved, and that I would be able to make payment.
-XX/XX/XXXX at XXXX - XXXX or XXXX ( the exact name escapes me ) answered the line. After having explained the situation to her, she informed me that the issue had not be resolved, and that I would need to speak with a Manager. She placed me on hold.
-XX/XX/XXXX at XXXX - XXXX ( assuming resolution Manager ) answers the phone. I explain, yet again, the information to XXXX. He stated that he was able to see the notes, but nothing has been resolved. At XXXX XXXX asked if he could place me on hold for a few moments. A few moments turned into 15 minutes before XXXX hung up the line, and I was forwarded to the survey.
-XX/XX/XXXX at XXXX - I call back to be directed back to XXXX. I explain to the service agent that I refused to explain the situation for a third time today, and just wanted to be connected to the person that was " looking into the issue '' for me.
As of right now ( XX/XX/XXXX at XXXX ) I am still on hold for over 30 minutes at this point.
- XX/XX/XXXX at XXXX XXXX ( Service Manager ) answers the call, and I briefly explain the entire ( since XX/XX/XXXX ) situation to her. At XXXX she places me on yet another hold to look into the situation.
I am still on hold at this point awaiting resolution, but seeing as though I have been through this issue several times over, I do not trust that the issue will truly be resolved - XX/XX/XXXX at XXXX - XXXX returns from hold and asks me to explain what happend. I begin to explain the sitaution in detail, and XXXX cuts me off. You would think that after all that i have gone through with Loancare LLC. 's error and having been on the phone on holded for well over 2 hours today alone, she would at least let me finish talking. Not the case. Definitely the worst customer service interaction that I have ever received.
My entire interaction with Loancare LLC. has been unacceptable, and this issue needs to be resolved. I do not trust that they will resolve the issue, as they did not the first time. I would think that lying to the CFPB would be against some sort of law. Immediate action needs to be taken!
Adjust the escrow account balance to correct Loancare LLC. 's error, and transfer my account to reliable and trusted loan servicing center since Loancare LLC. is not capable of handling my loan.
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| 07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare LLC apparently had a policy change this spring that they did not notify me about, where they now only accept one payment a month. I had been making half payments every two weeks for over a year, so when this policy went into effect, it caused one of my half payments to be applied to my loan principal, and subsequently for my account to become delinquent. I noticed this XX/XX/2019 and it took six phone calls over six weeks to get this resolved on XX/XX/2019.
Loancares phone system is always overloaded with higher than normal call volume, and wait times always seem to exceed an hour. The times I have opted to give them a phone number to call me back when the next agent is available, I have never received a call back. At this point, I estimate I have wasted around 12 hours on the phone dealing with payment issues, where Loancare has messed up either misapplying payments, or losing payments.
I will definitely be monitoring my account each month from this point forward. Since I have not owned my home for very long ( 18 months ), I can not refinance at this point without raising my interest rate and payment, so this is not an option for me at this time to get away from Loancare. As soon as it makes sense financially, I will be refinancing. Here is a history of my issues/calls from spring/summer XXXX.
XX/XX/XXXX call - the representative told me my XX/XX/XXXX half payment had been mis-applied directly to principal, and they would get it reversed to be applied to my payment.
XX/XX/XXXX call - the representative told me their system changed and only accepts one payment a month now, and this is why my payment went directly to principal, and they would get the XX/XX/XXXX half payment reversed and applied to my payment.
XX/XX/XXXX call - I called again because the payment had not been reversed. I was told the representative couldn't tell me why it had not been done yet, but they would get it done.
XX/XX/XXXX call - I was told the matter would be escalated to a supervisor because this representative couldn't tell me why no one could get the payment reversed. I was told it would take 1 or 2 days to get the payment reversed with the supervisor, and to call by XX/XX/XXXX if it had not been reversed.
XX/XX/XXXX call - the representative said she could not escalate or help me, because it was already escalated to the supervisor level. I asked to have a supervisor call me on Monday XX/XX/XXXX, because every time I call, their phone system says they have high call volume, and wait times are greater than an hour. The representatives response to me was, " You got through pretty quick today, didn't you? '' That was completely unprofessional, and the supervisor never called. The payment was actually reversed on XX/XX/XXXX though.
As of XX/XX/2019, my account still showed as past due, and my XX/XX/XXXX full payment had not posted as of XX/XX/XXXX. This electronic payment came out of my bank on XX/XX/2019, and was supposedly to LoanCare on XX/XX/XXXX. I have never had a payment take longer than 5 days to post, so I called them again, twice, on XX/XX/XXXX. Once again, the automated system said they have high call volume, and wait times exceed an hour. I put my number in for a call back each time, with no call. This isn't unexpected, because no one ever returned my calls when I was dealing with my first issue from XXXX to XX/XX/XXXX.
I called promptly at XXXX on XX/XX/XXXX, and a representative picked up right away. I asked why my account still shows as past due, and she looked, and said I'm not past due. I asked why the mobile app and website shows me as past due, and she couldn't answer that question. I then asked if they had received my XX/XX/XXXX payment, and she said they have not. She told me to send proof of payment to their payment research department, so I did that and provided her the tracking number the system sent me. She then said the issue will be investigated and resolved by XX/XX/XXXX, and to call back if it has not been resolved.
XX/XX/XXXX call I had a voicemail from Loancare, which said they were calling to touch bases with me. I called them back, and the representative said they were calling to let me know the misapplied funds had been credited to my account. I already knew this, but asked why the website and mobile app was still showing me as past due. The representative said it shouldnt be showing that, because I was not late at this point. I then asked if they had found the {$900.00} payment, and she said they had, and it was credited to my account. I checked the website and mobile app daily on XX/XX/XXXX, XXXX, and XXXX, with still no indication they had posted the {$900.00}, so I was set to call Loancare the morning of XX/XX/XXXX.
XX/XX/XXXX my account was updated with the {$900.00} payment.
However, I was given no explanation as to what had happened, so I made a document inquiry through the website on XX/XX/XXXX asking, I noticed a recent payment dispute was resolved, and I was wondering if I could get information as to what happened. My payment was " lost '' for a couple of weeks, and I would just like to know details about where the payment was, what may have happened, etc. I would also like to know if this could happen again in the future. The reference/ticket number is XXXX XX/XX/XXXX I received the following email, which does not address the lost payment issue referenced by the ticket ; but instead talks about the misapplication of funds yet again. It also addresses me as donotreply, which is very unprofessional and makes me think there is no attention to detail with this company. There are also grammatical errors in the response, further lowering my trust in this company.
Reference number : XXXX Please use this ticket number in any correspondence with us.
Subject : XXXX payment Dear donotreply, Thank you for contacting us.
Attached is a copy of your account history. Please be advise part of your payment was misapplied to principal. We had to reverse the payment to apply it as a monthly payment.
Please feel free to contact us if you have any additional questions.
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX
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| 04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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What happened? : Please find the below complaint I sent to my mortgage company.
It has been almost 18 months. I have been struggling to lower my interest rate to make an affordable payment and my mortgage company didn't help and did not advise me properly. Every time I talked with them, they misguided me and misled me. Whenever I asked them if I wanted to reduce my interest rate they always misguided me. They neve told me that in order to get the low interest rate I should apply for refinance. They always misguided me and told me to apply for the loan modification. They never told me that loan modification will not reduce the interest rate, only refinance will lower your interest rate. Based on the misguiding and misleading I have a strong feeling that I have been discriminated against based on my XXXX, XXXX and XXXX XXXX.
All I want to do is lower my interest rate by refinancing and moving on.
I will really need your help in this matter as they have misguided me twice.
Best Regards.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( 2 hours ago ) to LC-LossMitigation Mr. XXXX XXXX ( Mortgage XXXX Advocate ) I have called many times, tried talking to you but unfortunately I was never got in touch with anyone who could assist me or advise me with the situation I am going through. Whenever I called the Loancare customer service department, explained my situation and asked for assistance, I was always misguided and misled by LoanCare.
1. In XXXX XXXX, I called LoanCare and explained my hardship situation, I indicated my Interest rate is 4.375 % and it is very high. I want to lower my interest rate so it will reduce my monthly mortgage payment {$200.00} to {$300.00} a month and it will make an affordable payment for me and I was advised that I need to apply for the loan modification. This was misleading and misguiding.
They should advise me that loan modification will not reduce the interest rate, I should be advised to apply for the refinance.
I applied for the loan modification. I was put on 3 months trial payment XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX respectively. I made the 3 monthly trial payments and got the loan modification contract indicating interest the same 4.375 % and length of the loan is 40 years. I refused this and contacted Hud approved housing counselor Home Safe Georgia.
2. During this period Covid 19 started which ruined everyone 's loss of jobs and loss of income and I am facing the same situation. I contacted LoanCare again, explained the situation and I was again misguided and advised to apply for the loan modification. Why did they not again advise me that I should apply for refinancing not for loan modification to reduce the interest rate. They send me the 3 months trial payment notice dated XXXX XXXX and I received on XX/XX/XXXX. I called them and asked why this notice is so late and XXXX XXXX is over now. I also asked what would be my interest rate? and I was told your interest is the same 4.375 %.
3. I am shocked to hear this again. Two wrongs can not make one right. There is something wrong at LoanCare. Why don't they understand how to assist the customer and help properly?
Having this problem and misleading it again and again is making me feel that I am being misled, misguided and XXXX based on XXXX, XXXX and XXXX XXXX.
4. I am not asking any charity or anything free. All I am asking to refinance my loan and reduce the interest rate as per the Federal Government announced under the Covid 19 situation. I will make my late payment to bring the loan current and waive whatever the late fee is so I can make an affordable payment and live my life. Your cooperation in this matter will be highly appreciated. If you have any questions, Please call me at your convenience.
Best Regards.
XXXX XXXX XXXX XXXX XXXX Why do you believe you are being discriminated against? : 1. In XX/XX/XXXX, I called LoanCare and explained my hardship situation, I indicated my Interest rate is 4.375 % and it is very high. I want to lower my interest rate so it will reduce my monthly mortgage payment {$200.00} to {$300.00} a month and it will make an affordable payment for me and I was advised that I need to apply for the loan modification. This was misleading and misguiding.
They should advise me that loan modification will not reduce the interest rate, I should be advised to apply for the refinance.
I applied for the loan modification. I was put on 3 months trial payment XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX respectively. I made the 3 monthly trial payments and got the loan modification contract indicating interest the same 4.375 % and length of the loan is 40 years. I refused this and contacted Hud approved housing counselor Home Safe Georgia.
2. During this period Covid 19 started which ruined everyone 's loss of jobs and loss of income and I am facing the same situation. I contacted LoanCare again, explained the situation and I was again misguided and advised to apply for the loan modification. Why did they not again advise me that I should apply for refinancing not for loan modification to reduce the interest rate. They send me the 3 months trial payment notice dated XXXX XXXX and I received on XX/XX/XXXX. I called them and asked why this notice is so late and XXXX XXXX is over now. I also asked what would be my interest rate? and I was told your interest is the same 4.375 %.
3. I am shocked to hear this again. Two wrongs can not make one right. There is something wrong at LoanCare. Why don't they understand how to assist the customer and help properly?
Having this problem and misleading it again and again is making me feel that I am being misled, misguided and XXXX based on XXXX, XXXX and XXXX XXXX.
Who do you believe discriminated against you? : First Name : Last Name : Organization : LoanCare Address : Where did the alleged act of discrimination occur? : Address : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX : VA XXXX : XXXX When did the last act of discrimination occur? : XX/XX/XXXX Is the alleged discrimination continuous or on going? : Yes
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| 10/01/2022 |
Yes |
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Web |
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I recently closed on the sale of a home in the State of Florida on XX/XX/XXXX the company that I made payments too during the existence of my mortgage is called LOANCARE This above mentioned company engaged in unfair mortgage practices and failed to disclose important information in a concise and clear manner to me the homeowner and in doing so this company failed to keep a faithful allegiance to the law by trapping me into a mortgage modification that was unfair, under duress, unclear and hypocritical to fair mortgage lending practices.
My former home was impacted with significant damage during a Hurricane on XX/XX/XXXX, I purchased the home on XX/XX/XXXX As a direct result of the hurricane XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX when I was placing a bucket on the floor to collect rain water that had began to penetrate the home through various sections of the home during the hurricane.
I contacted the insurance company shortly thereafter the Hurricane damage had been assessed, I also contacted FEMA and I also contacted LOANCARE The insurance company passed the buck on to FEMA neither the insurance company nor FEMA did anything to help me repair the home I needed money urgently to repair the home that I shared with my wife and children.
I did not have the finances to repair the home and was living under third world conditions with bags taped to the ceiling where the sheetrock had collapsed the damaging rain waters destroyed the carpeting throughout sections of the home walls were damaged the garage ceiling was damaged furniture was destroyed needless to say things were exceptionally bad for myself and my family for several months when it rained outside it rained inside of our home I received a check for {$340.00} from FEMA it took FEMA 30 days to assess the damage to my former home it took them another 30 days to send me that check.
I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for whom I worked for during the tragic events on XX/XX/XXXX.
Since I did not get any help to repair the home from neither the insurance company or FEMA I contacted the Small Business Administration also known as SBA and they sent out a contractor to look at the damages to the home the SBA approved me for {$75000.00} to repair the home of which {$62000.00} was used to get the home up to livable standards, I held up my obligation to repair the home that I wanted to walk away from after the damages to the home and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I had no place to go I suffer from XXXX and several other XX/XX/XXXX related XXXX
LOANCARE placed me into a six month ( 6 ) non payment plan as it took six months ( 6 ) to repair the home from the damages caused by the Hurricane.
I informed LOANCARE step by step of each step during the rehabilitation process of the home upon the completion of the repairs I contacted loan care to resume payments with the understanding that they would discount the amount of the SBA loan as I secured our competing interest in the property and they disgustingly placed me into a loan modification program that took the six months that I did not pay as the home was being repaired and placed it unto the back end of the modification without making this clear to me I found out that LOANCARE never discounted the loan from the loan modification agreement that they sent me when I contacted them in XXXX to resume my mortgage payments under the original note terms.
LOANCARE engaged in unfair practices and failed to make the terms of the modification clear to me knowing that I took out a loan to repair the home that we both had a secured interest in.
Upon the sale of the home on XX/XX/XXXX I paid off the mortgage the SBA loan and LOANCARE took an additional {$62000.00} dollars as they said I had a third mortgage with them for the six months of non payments that accrued with interest during the time the home was under rehabilitation.
This practice is totally unconscionable and unfair as I never abandoned the home and took out a loan to repair the home that myself and LOANCARE had a secured interest in the same amount of money that I borrowed to repair the home LOANCARE without my knowledge failed to disclose this from me had I known this what would of been the purpose of me borrowing money to repair the home we both had a secured interest in only to have to repay back the SBA loan of {$62000.00} dollars and then also pay LOANCARE {$62000.00} dollars upon sale of the home how is that equitable to a homeowner who suffered damages to the home he shared with his family and was also XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, all of this is documented by SBA records, medical records and photos of the damage to the home.
I did not get any financial assistance from the home owners insurance policy and received a check from FEMA in the amount of {$340.00} dollars.
I contacted LOANCARE to get a better understanding of how is it that we both have a secured interest in the property the home suffers significant damage I XXXX XXXX I took out a loan to repair the home LOANCARE placed me in a six month non payment plan as the home was being repaired and when I sold the home those six months cost me an additional {$62000.00} dollars, this can not be legal mortgage practices and mortgage holders need to be made aware of this practice so that they don't fall prey to predatory lenders like LOANCARE.
That third mortgage that was almost the exact amount of the loan never was on my credit report and I was informed of that amount two days before selling the home this can not be legal practices by a mortgage service provider.
I want LOANCARE to pay me back with interest for the loan that I took out with the SBA to repair the home and for LOANCARE to refrain from those practices in the future with other homeowners similarly situated during times of duress and only find out about this practice when the homeowner decides to sell the home.
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| 03/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/22 Called XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX /Loancare ( servicer ) to request the original documents : proprietary lease and certificate of stock. Informed that these documents can be mailed to me, I provided address XXXX XXXX XXXX XXXX NY XXXX XX/XX/22 Documents were received by mail, cover sheet stating that these documents are original documents XX/XX/22 Documents brought to closing, informed by management company that these documents are not orginals XX/XX/22 XXXX Called XXXX XXXXloancare XXXX XXXXXXXX ) XXXX to inquire about why copies were sent when originals were requested, informed that I needed to request documents via an e-mail XXXX. Asked why I was not provided this information on my orginal request on XX/XX/22, no explanation. Also asked for a UCCXXXX3 termination, informed that that needed to be requested by my attorney, no explanation as to how to request this form. Inquired about a direct number to reach the document center, informed there is no direct line, only an e-mail address.
XXXX closing was post-poned due to not having original documents and no UCCXXXX XXXX I called XXXX XXXXloan care again XXXX XXXX ) XXXX to request an affidavit of lost lease and stock as I was told they did not have the originals. The representative spoke with " escalation '' team who stated they would get me this affidavit and the UCC-3 termination in 5-7 business days.
Multiple e-mails sent to XXXX no response to request either the original documents OR an affidavit of lost lease/stock and the UCC3 termination. Letter sent by my attorney requesting these documents no later than XX/XX/22.
XX/XX/22 XXXX I called XXXX XXXXloan care XXXXXXXX ( XXXX ) XXXX to clarify the documents that were being sent to me per discussion with representative yesterday evening. I was informed that original documents must be requested via e-mail and located by the lender, this can take up to 60 days. Explained that I spoke with someone on XX/XX/22 and was not advised of this e-mail or procedure, I was told original documents would be sent to me. I also asked why I was told I would receive the affidavit of lost lease/stock if they have the originals and no explanation was provided. I explained that I am now incurring fees for delay of closing, when if I was advised of the correct process on XX/XX/22 I would have scheduled my closing once the originals were received. As I was told I was being sent the originals I scheduled a closing once received and will be charged {$250.00}. I will now have to inform my buyer of an additional delay and may incur additional fees or lose the sale altogether. I was told I can not be transferred to a manager or supervisor directly and there is no direct number to the documents department. I was told a call back would occur in 24-48 hours from a manager or supervisor. I explained this is an unacceptable time frame.
XXXX I received a call back from XXXX a supervisor, who put in an expedited request to locate the original documents and if the documents to send an affidavit of lost lease and stock, and the UCCXXXX termination.
XX/XX/22 XXXX I called XXXX ( XXXX ) XXXX to follow up on the status of my request. Was told there is no way to directly speak with XXXX who was handling my request. I asked for an update and was told that they would resolve the request no later than end of business today. I was told the documents would be sent out once the my request was resolved. I clarified XXXX times that what would be sent to me were the original documents and not copies. I was told yes original documents will be sent. I clarified address documents needed to be sent to as they were preparing to send them to XXXX XXXX XXXX despite my address on file being XXXX XXXX XXXX. I asked for clarification as I had previously been told original documents can only be sent to an attorney. I also asked if this meant they had located the original documents. I did not receive clarification and as a result I asked to speak with a manager and was on hold for 14 minutes before the call disconnected.
XXXX I called back XXXX ( XXXX ) XXXX and had to speak with someone different despite asking to speak with someone familiar with my case. I again requested to speak with a manager. I was told I can receive a call back today, I accepted this answer.
XXXX I called again XXXX ( XXXX ) XXXX as I had not received a call from a manager. I asked to speak with the escalation team. I asked to speak with XXXX directly and was told this isnt possible. XXXX asked about when I will be informed if my original documents have been located and when they will be sent. I was told the request would be resolved by XX/XX/22. I asked for clarification about what this meant and if documents would be sent by this date. I clarified that I was told my attorney needed to file a UCCXXXX cancellation when that is actually the responsibility of the lender to file. I was told this would be sent with my original documents and resolved in the same request. I asked if my original documents were located. I was now told they have until XX/XX/22. I explained this doesnt align with what other representatives had stated regarding time frame. I was clear I can not go into another month paying my mortgage with a pending sale. I also verbalized concern about losing my sale due to delay and negligence in managing my documentation on the part of the lender. I did not receive a clear response regarding the time frame of my request. I was told I will receive an email by Thursday. I asked what this meant as I am requesting original documents, which can not be emailed to me. I was told that the escalation representative would call me on Thursday to see if I received email correspondence and I again reiterated an email is not an appropriate response to my request for original documents. representative stated she will call on XX/XX/22 to follow up.
I am also unclear on the correct phone number as the servicer website states XXXX ( XXXX ) XXXX and the payoff statement states XXXX XXXX.
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| 10/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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This has been such a GRUELING PROCESS, WITH XXXX XXXX XXXXXXXX XXXX, dropping the ball, giving me wrong information, mentioning pertinent information NOW, FOUR MONTHS IN, Papers, sent, resent, talking to one person one day, getting infro, calling back, again today, getting completely different information, that after FOUR MONTHS IN, to trying to get a LOAN MODIFICATION, oweing them only {$62000.00}, putting down {$120000.00}, and paying my mortgage ON TIME 16 YEARS, until a hardship, I and my son HAVE SUFFERED SEVERE MENTAL ANGUISH The documents I have sent in TOO NUMBEROUS to Mention here, miscommunication with who ever answers the phone, TODAY INCLUDED getting a separate or different set of answers needs they want, living daily not knowing if we will have a home has been the WORSE EXPERIENCE I have ever encountered.
DEPENDING on who you talk to they are CLUELESS, altho every call is supposed to be documented speak different languages to each other I am truly thinking of sueing them, for MENTAL ANGUISH. I literally have nightmares about my situation with this bank, DREAD CALLING THEM and those who have followed me on this Journey? Think it is SURREAL.
I will try and just give you a FEW situations, one as late as today.
Called XXXX XXXX as, they say they are missing documents?
What documents, I have sent and resent SO MANY, THE SAME, again and again.
XXXX, I am missing page 4 of my bank statement and need to out a XXXX, if my XXXX XXXX l does not suffice.I asked them to email this, SO I AM SURE.
NO EMAIL.THAT was Thursday or Friday.
CALL to inform them haven't received, verify what I need that is missing or their not pleased with.
XXXX shows you just need to send in your profit and loss, no mention of what I was told Thursday till I mention it.
ALSO, no call from their Client Complaint Department, which was supposed to be called back in 3 days.
NOW just a FEW, FEW OF THEIR UNDERS.BTW, Closed the case again, due to them DROPPING THE BALL, ALL THE TIME?
ALREADY, been reopened once before.
APPLYING for Loan modifications, stay, call, sometimes 3 times a day.
Discussed I had liens on property to to my r.i.p. x, which is discussed, MANY TIMES.
THREE WEEKS AGO, a rude XXXX person, XXXX informs me " they don't do loan modification s with a house that has liens.
I am in NOW, FOUR MONTHS, INTO THIS GRUELING PROCESS.
I am just told this? Why would I apply? XXXX then tells me, " get ready for a RAINY DAY.OK Would of been extremely important infro to know.Never in the 100 or so forms filled out.Questions, but I bought it up ALOT.Now, told this.
Call hours later get a voice I recogize, how sad is that.HE TELLS ME NO, UP TO UNDERWRITER.OK, that is helpful?
POINT, Bank statements.I email them, send them digtally, priority, overnight, THEY NEVER GOT THEM.
WHAT?
Two weeks ago, I find out, the bank statements I have sent ... DON'T MATTER.NOW, my bank, wants to throw rocks at my car, as I have asked for them 10 times!
I find out, TWO WEEKS AGO, IN PASSING, no they need the bank statement with the Bank 's Name on IT.EASY ENOUGH. I am told this almost 5 months down the road, in PASSING? When I drive in, ALOT, ask for bank statement, until two weeks ago they give me a transactional detail of what goes in blah blahXXXX just tells me this.Just said not received.
WHAT.
JUST 1 month ago, they are INCOMPLETE as they need to know if my son XXXX, who lives here contributes.
WELL, ON ABOUT 20 FORMS, I ANSWERED THAT.YOU GOT 3 SETS OF 3 MONTHS OF PAYSTUBS MANY TIMES.?
MISSING ITEMS, ROUND 12.Hardship letter isn't signed NOWHERE TO SIGN, yet we took it upon ourselves to SIGN AND DATE a space on form, JUST IN CASE.
I tell them, ANSWER, OH WRITE A LETTER STATING NO PLACE TO SIGN?
IT GOES ON AND ON.
I purchased my first home at 19 Many many more.I have 3 numbers in my iq.
This IS just examples of what has transpired for almost 5 MONTHS.TODAY, girl just hung up on me as I did ask, if they all speak same language.
I am XXXX, with health issuesXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
NOT KNOWING IF YOU WILL HAVE A HOME YOU ALMOST OWN, IS STRESSFUL.
Calling this bank is stressful.
I finally get why people go postal but I am gon na be the one stroking out.
I could go on and on but PLEASE HELP ME.
This is a portion of what we have gone through to get a XXXX loan.
Oh, I consolidated my debt.Did n't want to, S it would ruin my credit.
Oh, BTW, doubt it you will get it with bad credit that restructured my money and out almost {$1000.00} more in my pocket.
PLEASE HELP ME.THEY NEVER CALLED ME BACK AND it was so painful, about 3 months ago, I get a call, from a number, identied as XXXX XXXXThey told me I got federally approved for a LOAN MODIFICATION, KNEW MY INFRO, and I was so happy as my nightmare was over.I sent my NEW PAYMENT money order, long story guy, doesn't matter.
I was so HAPPY THIS NIGHTMARE WAS OVER, Called from XXXX.When I questioned XXXX WHILE I still got late payments, my phone said, talk to XXXX or MERGE with XXXX, the summer. MONEY LOST and reported.
It crossed my mind, if someone in loss mitigation got infro on desperate people and scammed them.JUST SAYING.
IF you work at XXXX XXXX 's, XXXX, person who takes the order, gives to to the guys who flips burgers, right down to person giving you right order.
COMMUNICATION.THIS IS SURREAL.I LITERALLY have lived, breathed, XXXX, documents, following up, as I was so one to owning my home.
To live this, EVERY DAY.IS HORRIBLE and someone needs to know this before my XXXX XXXX .PLEASE HELP ME.THEY ARE THE MOST INADEPT GROUP OF PEOPLE I HAVE EVER DEALT WITH.MY SON, now, we are both under tomenderous strain wondering.I have money I could send them but won't now because I may be out on the street .You would have to live this, to believe just the depth of what a nightmare we are living daily, not knowing, no resolution.
I ONCE won against a district Judge in Superior Court, Court, to relocation law.SOMETHING IS VERY WRONG HERE.I NEED HELP! XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 03/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Loan Care Compliant LoanCare Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ca XXXX XXXX Mortgage Loan # XXXX Loan Care, LLC XXXX XXXX XXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX 1 : What is this complaint about?
The Complaint is about Loan Care losing a mortgage payment {$1700.00} made on XX/XX/2021.
Starting on XX/XX/2021 I was notified by Loan Care that my mortgage payment was not made do to NFS.
On XX/XX/2021 my wife contacted XXXX XXXX and verified that the funds were there and XXXX XXXX transferred my mortgage payment of {$1700.00}.
On XXXX the XXXX and the XXXX XXXX XXXX contacted us to advise us Loan care was attempting to collect two additional mortgage payments of {$1700.00} each and we were being assessed a NSF fee of {$29.00} each.
My wife called XXXX XXXX and explained we did not authorize two additional mortgage payments.
XXXX XXXX agreed to waive one fee.
We received a payment receipt from Loan care at the end of XXXX advising us that the XXXX mortgage was paid and that the next payment due was to be for XX/XX/2021 for {$1700.00}.
XXXX : What type of problem are you having?
The type of problem is that Loan Care has demanded we furnish the same bank statements and proof that we made the payment over and over and over again and again and again.
I have spent at least 60 hours on this fiasco since XX/XX/XXXX.
The demands are now harassment based on their incompetence, leading to racial discrimination and veterans status.
We have been harassed by the amount of demands and false accusations by Loan Care demands we prove we made the payment.
The amount of time it is taking for Loan Care to make a decision as to crediting our mortgage account is now over 60 days.
Loan Care provided false information to us in what type of documents we needed to provide them bank statements vs a XXXX Report.
We were provided false information on what we would need to provide.
We were provided false information as where to send the documents ( addresses ).
We were provided false information what to send pdf files vs word documents or copies.
We have at least 8 tickets out on the payment investigation.
We have been provided wrong email addresses such as XXXX, XXXX, we have sent the info also to XXXX, XXXX, XXXX.
The MyLoancare.com ticketing system ticket system has not able to be tracked or looked up.
We were advised that the emailed the XXXX XXXX XXXX statements would not be acceptable because the XXXX document it was copied to could have been altered it.
When resent it as a pdf and then they said document print was to tiny and when they attempted to zoom in it was too fuzzy.
The last document that was requested was made by supervisor XXXX ID XXXX. She We were promised least a dozen times the supervisors would call me back on XXXX. Only on one occasion did we receive call back. And that was on XX/XX/XXXX.
The correct information requirement that should have been requested from the start of this nightmare is this : 1. XXXX XXXX XXXX XXXX bank statement showing the payment was sent to Loan Care.
2. XXXX XXXX XXXX XXXX XXXX and later the XXXX statements. I sent them the XXXX statement on my own. They are not smart or competent enough to request it. I came to this conclusion : that Loan Care may want to view these two statements in order to verify Loan Care did not send my XXXX XXXX account the payment back to me ( a reversal of the transaction ).
3. When the supervisor XXXX XXXX, of Loan Care on Thursday the XXXX requested a Transmittal Report she did not give me the proper definition of a transmittal report. So when I went to XXXX XXXX and requested it the teller gave me another XXXX bank statement. I, at this point requested the XXXX bank statement, also. Then I sent both these XXXX XXXX to Loan Care to a new contact point, fax number XXXX. I verified on Friday the XXXX Loan care received it but it was the wrong info. it was not a Transmittal Report.
4. I then spoke with another supervisor XXXX ID # XXXX. She provided me the proper definition of what a Transmittal Report would include and look like. Within one hour and half, XXXX XXXX provided me the correct info and I sent it to Loan care by fax. Today XX/XX/XXXX, I verified it was received by Loan Care.
5. XXXX on Friday the XXXX did say prior to ending of our call that from the info previously sent it looks like Loan Care owes me a credit. That indeed I did make my mortgage payment on XX/XX/XXXX, and it was on time and they received the money.
6. I have on XX/XX/XXXX received a letter from Loan care that they are accelerating the loan. This is the first step in foreclosure. I was given the number to call XXXX and to speak with XXXX XXXX. I called him and the csr could not look him up, that is find his name.
7. This is critically important to me and my wife. I applied and was approved for a refinance mortgage lower my interest rate and payment. My new mortgage is about to become undone because Loan Care did not accept the payoff amount quoted on XX/XX/XXXX. The reason they are claiming they rejected the payoff was the I owe XX/XX/XXXX mortgage payment. I do not owe Loan Care the XXXX mortgage payment. They are lying.
3 : What happened?
As of today the XXXX nothing has happen. This problem nightmare is still ongoing. Again, I was promised a callback for Weds the XXXX. I insisted that I receive a call back Tuesday the XXXX by XXXX. There is no resolution. There is no credit to my mortgage account of {$1700.00}. This is critical issue. Please help me, I am a XXXX XXXX XXXX Veteran.
4 : What company is this complaint about?
LoanCare Service XXXX XXXX Loan Care, LLC XXXX XXXX XXXXXXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX XXXX I have also spoken with : XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX ID # XXXX, supervisor XXXX # ID XXXX & XXXX ( XXXX ) and many others.
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| 08/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On or about XXXX of XXXX, mortgage company 'XXXX ' sent me a customary escrow shortage letter with options for paymentI always choose to pay the entire shortage. The amount indicated was $ XXXX. During this time period, *XXXX had apparently filed Chapter XXXX bankruptcy and was being taken over by 'LoanCare '. With this in mind, I telephoned LoanCare to make sure that my escrow shortage payment would be received and processed at the correct location/address for payment processing. Upon scheduling my escrow shortage, I indicated the following on the online bill pay memo field : " ESCROW shortage per XXXX ''. ( LOANCARE received my escrow shortage on XX/XX/XXXX per XXXX XXXX confirmation records. ) I received my first 'monthly statement ' ( statement date XX/XX/XXXX ) from a company called *XXXX ( contracted by LoanCare ) indicating my usual monthly mortgage amount of {$710.00} to be paid by XX/XX/XXXX. The XXXX pymt. of {$710.00} is confirmed to have been received XX/XX/XXXX per XXXX XXXX confirmation records.
My second monthly statement dated XX/XX/XXXX from XXXX reflected a higher mortgage of {$720.00} due by XX/XX/XXXX. I remained consistent with my past monthly payments and paid {$710.00} since LoanCare or XXXX had not notified me of any change to my monthly mortgage due to property, homeowner insurance or county tax issues. During XXXX, I received correspondence from LoanCare ( not XXXX ) labeled, 'Annual Escrow Account Disclosure Statement ' with their statement date of XX/XX/XXXX indicating a $ XXXX shortage contrary to XXXX XXXX amount ; and that the new mortgage payment was {$720.00}. Now, I was both confused and frustrated.
ON : XX/XX/XXXX XXXX ( PDT ) XXXX..choosing escrow dept. option, I spoke with XXXX, yet she transferred me out of her department to XXXX ( spelling? ) who told me " will send a request to the escrow department '' because I had paid the original escrow shortage, they had applied it to the principle and if my XXXX statement did not reflect my customary {$710.00} mortgage payment amount, I should call back.
ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX XXXX and spoke with XXXX asked her to refer to their records of my ph/call on XX/XX/XXXX about the two different mortgage amount/statements and it was then discovered that the designated escrow money I paid in XXXX had not been applied to my escrow shortage account. ( Regretfully, I can't find my XX/XX/XXXX notes, yet his date is referenced in my notes for our XX/XX/XXXX conversation. ) XXXX told me she " will put in a request to move that money to the escrow accountdoing it now ''. She said : " It should be reflected by XX/XX/XXXX. '' ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX responding to the latest statement that still reflected the wrong monthly mortgage amount. Per XXXX ( or XXXX? ), XXXX had submitted the request to move my escrow shortage payment to the correct account. I asked to speak with a supervisor. It is at this point, I thought I was on hold to be transferred. Yet, I waited on the phone from XXXX - XXXX with no sounds or beepswondering if I was truly on hold. I decided to hang up and immediately call back.
ON : XX/XX/XXXX at XXXX ( PDT ) I spoke with XXXX of XXXX at XXXX briefly explained my need to speak with a supervisor. This time, I was placed on hold but at XXXX, their system disconnected me. ***I then called you/CFPB to file a complaint and spoke with XXXX ( XXXX PDT ) who basically said it was more efficient for me to file a complaint online.
ON : XX/XX/XXXX XXXX ( PDT ) I again called XXXX and I spoke with XXXX . I briefly explained my total experience with this unresolved problem. [ Different statement amounts ; posting error ; 5 different customer service reps ; more than 5 phone calls in total to XXXX, XXXX and LoanCare ; not being allowed to speak with a higher authority/supervisor ; a disconnect ; not placing me on hold ; and what appears to be an inept organization that doesn't care to resolve my issue in a timely manner. ] XXXX said that XXXX ( from the day before ) had contacted a supervisor and that an email has been sent to me regarding my problem. She said " ..expect a resolution within 3 days.. '' I checked my computer and I had indeed received an email dated XX/XX/XXXX. It was a form letter without any contact number or supervisor 's name and it stated " We will contact you by phone within ( 3 ) three business days to update you on the status of your request.
As of today, XX/XX/XXXX, I have not received any phone call from XXXX or LoanCare. There are no voicemail messages on either my landline ( XXXX ) or my cell ( XXXX ) nor have I received an additional email. If they attempted to call me, they did not bother to leave a message.
I am requesting the following from XXXX and/or LoanCare : 1 ) A acknowledgement of their error and the resolution from LoanCare/XXXX in 'WRITTEN ' form.
2 ) I am requesting an audit by the above company and an acknowledgement in writing that they will perform such an audit beginning from the time of coordination/transfer from XXXX to LoanCare and to also send me the results of that audit.
3 ) An immediate phone call by an administratave person of XXXX/LoanCare stating the above will be conducted as soon as possible.
4 ) The names of the Board of Directors for LoanCare and/or XXXX and address at which I can mail my experience.
This is my first home. I've lived here 29 years and have NEVER been treated unprofessionally by the prior mortgage companies. If my issue has not been resolved as soon as possible and they have not contacted me by phone AND mail, I will next contact the Nevada State Atty General, or the State of Nevada Regulatory Agency or any other appropriate government agency that can assist me. Finally, as a last resort, I will retain an attorney and sue them for the egregious amount of my time and substantial stress in attempting to get all of this resolved.
Sincerely, XXXX ( XXXX ) XXXX XXXX
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| 02/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The company who purchased my loan whom i pay it through LoanCare and the website in which to reach this company is myloancare.com.
A long story short they incorrectly dispersed escrow to pay county taxes when the loan agreement covered when the taxes were to be paid. This happened on XX/XX/2019 in the tune of the amount of {$3700.00}. This sent my escrow account into a negative balance. Shortly after the new year I got a bill showing that my projected payments would be going up from XXXX to over 3k. I was of course stunned and had no idea. I called into myloancare waited through their terrible IVR which has you navigate menus for over 5 minutes and then waited on hold for around 30 minutes. I spoke to a person and they had mentioned nothing was wrong and that the shortage was from an escrow shortage. A week later I get an odd piece of mail from the county treasurer stating that they tried to refund the builder of my home the taxes and the builder stated the taxes were not there's to claim. At this point we had a XXXX XXXX vacation planned and went to XXXX XXXX. Upon getting back around the XXXX and fully getting my head wrapped around this situation. I called the builder and the builder said the terms of the loan stated that they were to pay the taxes and not my loan servicing company. I called the original mortgage company XXXX XXXX XXXX and they also stated that the terms of the loan when sold were that the original entity were to pay the taxes on the loan. With this information I called and spoke to the county treasurer and worked out a way to get a refund by driving to the county courthouse to sign for a refund. Before doing this I called and spoke with myloancare waiting an hour and a half to speak with someone. I told them the situation, but the easiest way to take care of the escrow shortage was for me to pay it out of pocket and then claim a refund from the county. I was told that the payment would go back down to the XXXX, but of course you will see that did not happen. I of course went with the county route as I don't want to ever have to call into Myloancare ever again as you wait in queue for 20-30 minutes if you call in the evening. If you need a supervisor you are transferred into another queue with no information saved and you get a new person each time in which you have to explain the situation in which they want to argue with you about the merits of who messed up.
A long story short I've been in contact with them 3 times since this point in time by calling in and speaking with random supervisors explained above.
Calls XXXX 2 hour duration -Was told wait 3 business for response. Response should have been by 2-4. I called XXXX twice twice and wasted a little over another 2 hours. All previous calls are on my cell phone and I happy and willing to pull the phone records at this point as I will not stop until this is fixed.
I requested that they compensate me for the time wasted on a mistake they made and failed to rectify. I requested they compensate me for the loss of revenue from the money i had to forward them to cover the payment. I lastly requested they fix my loan which is still not done yet. The first time I was told a ticket was escalated and I would received a call back within 3 business days. I waited 8 business days and 10 total days without a call back. Yesterday, I called in and waited the 10-20 minutes in queue and then I was transferred to random supervisor 1 who told me to give them a second while they reviewed my issue. After being on hold I was transferred to a random mailbox without mail configured I was disconnected. Another hour to two wasted. The next time I called in I wait another 20 minutes to speak with a call center employee and then another 40 minutes while be transferred to a supervisor.
I explain the situation to this supervisor and he tells me there is no escalation ticket that I was told about originally when i called on the XX/XX/XXXX. At this point I'm livid and would like to see this company held responsible for their blatant disregard for my time and money.
Requests : I want all money I'm due via costs of them virtually giving me a loan I didn't request. This includes the 16 hours I have documented and my travel time to the county courthouse as well as expenditures for this.
I would also like to be compensated for the interest lost on when I prepaid the escrow.
Lastly, I want this loan corrected for the payment as it is still screwed up as this company is beyond incompetent. The 3rd supervisor argued with me that I need to contact the county to get a copy of the expected tax due on the loan. I figured out what is wrong with the tax collecting and kindly explained it to them, but it is not may job to calculate escrow payments and pay the tax, so I don't know why I'm asked to do this. In the state of Indiana the maximum county tax on a household is cap 'd at 1 %. Going to the county website the appraisal that my tax is calculated off of is XXXX. Therefor with holdings from my escrow should be XXXX plus the XXXX overage allowed by law for the escrow account. At this point I'm paying a XXXX for county taxes which would be the equivalent of a XXXX home. The reason this is wrong which I explained to them yesterday was due to the reason that this was a model home and taxes are paid in arrears. Instead of correcting this after multiple calls and the company working this out with the county they instructed me to do it. Quite frankly these people should be put out of business and I do not want this to happen to anyone else. Sheer incompetence as far as you can get by calling into them. Ultimately, each time they say we will contact you back in 3 buisness days and this never happens.
If any further information is needed I can get copies of the paperwork the county sent me around the double payment by myloancare and the builder on the taxes. I can get the origianl miscalculated loan payments as well.
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| 01/02/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am an XXXX XXXX, XXXX XXXX XXXX. I am having trouble with a mortgage company that goes by what appears to be varying names, those being XXXX XXXX, XXXX XXXX and or LoanCare LLC. The background is a bit of a long story, so I will condense as much as possible and I beg your patience in reading it through. I am looking for help with for what appears to be illegal business practices and violations of housing laws as well as the Service Members Civil Relief Act ( SCRA. ) I feel that my home and my familys security and well being are at risk. Let me begin by explaining that this house is home to myself, my wife, my XXXX-year-old son, my federally recognized XXXX mother-in-law, my federally recognized XXXX veteran brother-in-law and his XXXX-year-old daughter.
Now I will explain, at the start of XX/XX/2017, I was sent on a temporary overseas deployment. There were issues that left me stranded and unable to either complete the deployment or come home. I had to spend a week overseas and pay for hotel and food out of my own pocket. I was brought home within a week but was unable to be compensated for my expenses in a timely manner. The cost was sizable to me, especially considering I was only an XXXX and have a family to support.
I had re-financed my home in XX/XX/2017 and contacted my mortgage company as soon as possible in XXXX, in order to try and get ahead of any issues that may come up. I spent hours on the phone trying to reach somebody without success. When I did finally get through, I was told that no one would be able to help me until XXXX. As my duty station required me to be away from my family so my wife also tried to contact our mortgage company. She was told that despite having a broad power of attorney since at least XXXX, that was more than acceptable to complete my first mortgage and do paperwork to refinance the house, she was unable to talk to them about the mortgage because By law she was not allowed to talk to them because she was not on the loan. I spent more hours on the phone trying to get a hold of someone so that I could finish anything they needed to allow my wife to talk to them.
I was able to complete paperwork for the mortgage company and submit it so that my wife could help with contacting and working with them in late XXXX or early XXXX. What bothered me at the time was that during the refinance it had been stated multiple times that she needed that ability and we were assured that it was already taken care of.
When I finally got a hold of someone at the mortgage company in XX/XX/XXXX about the financial impact of the deployment, I was told that they couldnt help me until the payment was actually late, but that they would move the late portion out to the end of the loan and merely extend the loan after the payment was late. As soon as the payment was late, I contacted them again. I was told that there was loss mitigation paperwork that was needed and that they would XXXX it to me so that it would be at my house before I left to go back to my command after my XXXX Leave. It was not to my house until over a week after I left which required additional time for my wife to get the paperwork to me. During that time, my wife attempted to contact the mortgage company again both to discuss what was going on, and a separate time to attempt to make a payment over the phone as we were locked out of the online access to our account. Both times my wife was refused as she was not me, and she was told that there was no paperwork authorizing her to discuss the account. Despite both the assurance during the refinance, and the paperwork I had submitted over a month before for her.
Multiple attempts to submit paperwork were done leading up to the summer of XXXX. At that point my family and I had been attempting to find an organization or entity to help us and got in touch with one.
We began working with this other organization and at that point LoanCare LLC began to acknowledge our paperwork as we worked with their loss mitigation department and also started discussing things with my wife in my absence.
We were able to work with this other organization and finally got a Loss Mitigation Package accepted ( I would like to add that we still could not get phone contact with them only the other organization was able to ) That package was denied, an appeal submitted, and that was also denied but due to reasons that did not match the package that was submitted. We have been told that our house was in foreclosure but that there was no sale date. My credit has been severely damaged, and I have been unable to re-finance with a bank that would be more responsive.
On XX/XX/XXXX 2018 a main pipe busted underneath the house and it severely flooded 7 rooms in the home. We were forced to be displaced during all this and the future repairs. The insurance company has been wonderful in doing its job however, we have met with the typical LoanCare LLC brick wall. We had to send the insurance check to for them to sign so the contractors can be paid, and they were demanding a great deal of paperwork from the contractor before they will endorse the check. The contractor faxed them all of the paperwork required. Still there was nothing, when we were finally able to contact them again and they said the contractor had sent them nothing. We got the contractor on a 3-way call with them and they still denied receipt of the necessary paperwork. We authorized them to speak with the contractor concerning this matter in the future. The contractor refaxed the paperwork and we are all once again at the mercy of LoanCare LLC. A very unresponsive, unethical, company.
I am at a complete and total loss. I need help. I am trying to serve my country, but it is difficult to concentrate on that when in the back of my head I know my family is in jeopardy of being homeless because of the unresponsive, unethical and illegal practices of LoanCare Mortgage LLC.
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| 05/18/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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On XX/XX/XXXX I noticed that a 30 day late had been added to my credit score, I did some research and had noticed that my loan comp anies had changed a few months prior, I had no notification of this. My bills continued to go out as scheduled to XXXX XXXX XXXX ( my old loan holder ) My 30 day late was for the month of XX/XX/XXXX . On the XX/XX/XXXX I called My loan care my current loan holder, they informed me that all disputes and customer service claims must be sent via e mail to their dedicated customer service e mail. I submitted my request which was as follows : Hi my name is XXXX XXXX I 'm writing you in regards to a 30 day late mortgage payment that was put on my account for a XX/XX/XXXX payment. the loan number is XXXX . In XX/XX/XXXX My loan was purchased by your company and all payments are now to be sent to you instead of XXXX XXXX XXXX . This morning I spoke with a customer service agent XXXX Badge number XXXX . I called to change my mailing address to a safer location, because I 'm finding the mail box o n my street is not a safe place and i have been struggling with receiving all my packages and other bills. I was unaware of the mortgage company change due to this. I continued making payments within the 15 day grace period to XXXX until finally i did receive a statement saying you guys took over the loan in the beginning of XX/XX/XXXX . I have now made all necessary adjustments on my banking so i can continue to pay on time as i have over the past two years. I feel because this loan company change is out of my control I should not held responsible for this payment that you received late because the payment was being sent to XXXX and then to your company. I would like to request an address change and have all mail in the future sent to XXXX XXXX XXXX XXXX XXXX ca XXXX . Also I would like to request that my " 30 day late payment '' be dropped immediately and my credit to reflect such. Thank you for your help and please keep me posted on the status of everything. Sincerely XXXX XXXX My loan care responded the same day with this response : Dear XXXX XXXX , Thank you for contacting your loan servicing team! We have received your inquiry and are assigning it to a member of our Consumer Solutions Team. Please note duplicate inquiries may prol ong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number. Please use this number in any further communication relating to your recently submitted email request. Please allow up to 5 busine ss days for a thorough review and resolution of your inquiry. Your reference/ticket number is XXXX . After 4 days I received a n e mail from them stating this : Reference number : XXXX Please use this ticket number in any correspondence with us. Subject : loan Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account. Your address has been updated. Your other request has been forwarded to o ur Credit Research team for further review and resolution. Please feel free to contact us if you have any additional questions. Sincerely, Since this las t E m ail i received from them I have n't heard a thing. I waited patiently for 30 days, I filed a complaint with the BBB XX/XX/XXXX They received no response or did I. Unfortunately I have not heard a response from Loan care to date. Yesterday XX/XX/XXXX I decided to start over and see if i could restart this process over. this is how it went I spoke with XXXX with my loan care, told him the entire story, he informed me that this issue was no longer up to my loan care to fix, but their client XXXX XXXX responsibility he said " they handle the billing and post to the credit bureau '' he said he can send them an urgen t e mail to contact me so the problem can be resolved, '' I as ked for their number where I received this number XXXX , which was a dead end because this person works for XXXX XXXX , I then did some research which led me to XXXX XXXX number, I called them and spoke with XXXX badge XXXX , again told him the entire story, he said " well loan care handles all of the billing and posts to the credit bureau thats what we hire them for, but if you like i can send an urgent e ma il to them so that they can contact you. '' Then i called back to loan care once again, I spoke with XXXX badge number XXXX again told her the story, she asked me if I could go on a brief hold so she could review my account, i was on hold for 5-10 minutes, i then get put back into circulation on the phone and have to tell the next representative the situation. With this person I had mentioned that they where in violation of thei r NMLS li cense and i needed to speak to a manager. She placed me on hold again 5-10 min utes and XXXX badge XXXX answered, i again told him the situation, he said " I 'm XXXX I 'm with upper management with loancare, what i can do for you is I will call my " contact '' in the credit bureau and i will call you back once i get in touch with him with the status of your case. '' I asked whats the time frame for a call back he said by the close of the business da y ( XXXX XXXX eastern time ) this was at XXXX XXXX pacific time. I heard nothing that evening. The next day i call at XXXX pacific time, I spoke with badge XXXX , she put me on hold, next rep same result, then the final representative informed me that i will be called by management within 48 h ours of my call with XXXX who allegedly placed an order for management to do so. I see no end to this poor customer service. it has been since XX/XX/XXXX since i asked for answers or at least a resolution, and i can not even get a status update without fighting tooth and nail for one.
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| 07/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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- My loan was thru XXXX - XXXX went into bankruptcy, loan was sold to LoanCare - LoanCare notified my of my new account number and where payments should be made Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX XXXX, PA XXXX - on XX/XX/XXXX I made my XXXX payment using the XXXX XXXX online billpay system. I owed {$1300.00} -- I paid {$1400.00} - On XX/XX/XXXX I received a statement from LoanCare indicating my XXXX payment was still due, and I now owed {$2700.00} for my XX/XX/XXXX payment.
- XX/XX/XXXX I called XXXX XXXX XXXX to confirm my payment had been sent via online BillPay. They confirmed it was sent and provided ACH transaction # XXXX - On XX/XX/XXXX I called LoanCare to discuss the missing payment. I was told to email them with the detailed information. Including a copy of the check used for payment ( front & back ). I told them this is an ACH Transaction, meaning payment went directly to them on XXXX. I do not have a physical check to copy.
send email to XXXX During this call I asked to confirm my account # and payment information to ensure my XXXX payment did not have the same issues. The person from customer service confirmed my account number but they provided a different mailing address.
Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX, CA XXXX - XX/XX/XXXX I sent the email, they responded with email confirmation and provided LoanCare ticket # XXXX - XX/XX/XXXX I went to XXXX XXXX online bill pay Confirmed the account number was correct, it was Updated the mailing address to the new one provided in the call with LoanCare - XXXX I called LoanCare to follow up on the ticket They reviewed the notes on my account, and updated the notes with the ticket number stating I had missing information in my email.
I asked to escalate the ticket, they stated they did and the ticket now had a close date of XXXX - XXXX I made my XXXX payment using XXXX XXXX online billpay in the amount of {$1400.00} - XXXX I called LoanCare to follow up on the ticket LoanCare confirmed my XXXX payment was recieved, the payment was posted to my account with a XXXX payment date Person indicated the XXXX payment should be added to my account by XXXX. I was instructed to begin using the LoanCare online system and to verify my information before I make any calls in the future I should verify the payment is posted in the afternoon - XX/XX/XXXX I called LoanCare to follow up on the ticket the first payment ( XXXX payment ) is not posted to my account The customer support person told me to send a copy of my statement indicating the payment being made on XXXX. I should sent this statement in an email including the history of my calls.
XX/XX/XXXX I sent the email of my calls to XXXX indicating the account #, ticket number, including phone call history and attaching a copy of my online bank statement showing gthe payment coming out of my account on XXXX - XX/XX/XXXX Confirmation email received from LoanCare confirming my ticket number indicating it would take 2 business days for resolution - XX/XX/XXXX Received email from LoanCare indicating my bank statement was not sufficient proof of payment. They againrequested a copy of the check used for payment, front and back.
XXXX I called XXXX XXXX bank opening ticket # XXXX to trace the online billpayment for XXXX. I need to allow 3 business days for the trace XXXX Called XXXX XXXX to follow up on ticket.
XXXX has been calling LoanCare to verify payment for XXXX XXXX was asked to fax over proof of payment ; documentation was faxed to LoanCare at XXXX LoanCare is now researching XXXX Called LoanCare to follow up on ticket They indicated the information from XXXX XXXX XXXX was not sufficient proof of payment. I was asked to provide the transmittal number XXXX I called XXXX XXXX XXXX to ask for the transmittal information, and have it sent to LoanCare. XXXX confirmed they sent the transmittal information for the XXXX payment, they were supposed to send the one for the XXXX payment. They will send the correct one today XXXX I recieved a call from XXXX at XXXX XXXX XXXX We placed a 3way call to LoanCare to discuss my open ticket.
LoanCare, XXXX, and myself reviewed the ticket information to fill in any missing information onto the LoanCare ticket LoanCare once again indicated they need the proof of transmittal for the XXXX payment XXXX sent the proof of transmittal while we were on the phone.
We asked that notes be added to the ticket to indicate the length of time I have been working on this issue, and that no negative credit bureau reporting or fines should be completed on my account.
Ticket escalation was requested.
- XX/XX/XXXX XXXX called to confirm receipt of the transmission He was told it was received, and the payment was found. It should be posted to my account within 3-5 business days. The payment had been applied to someone elses account, and will need to be removed from that account and applied to mine.
- XX/XX/XXXX After verifying the payment is not showing on my account via the online LoanCare site, I called XXXX at XXXX XXXX to do another 3way call with LoanCare The person on the phone indicated the payment has not been made, we asked to talk to a supervisor, after waiting over an hour a supervisor joined the call The supervisor is only able to escalate the ticket adding a critical priority. The new ticket for the escalation is # XXXX He indicated I should recieve a call from someone at LoanCare ( a person, not an automated call ). At best I can hope for the call within the next 3 business days, but it may take longer then that. He was unable to provide a timeframe.
We once again requested a note be made to the escalation indicating no negative reporting or late fees be applied. He said he could not say the note would make a difference, and when the negative reporting and fines hit my account I could call back and request they be removed.
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| 03/23/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have a loan that is serviced by Loancare. During the Pandemic, I took advantage of the forbearance program. Once the timeframe was over, I contacted them and chose to refinance my loan. Loancare sent over the offer, I signed and notarized it and returned it. The interest rate was 3.125 % however here is what ended up happening I return my modification on XXXX I called to start my payment in XX/XX/XXXX, however I was told to wait. And wait and wait. Eventually I was told they never received my paperwork. However, it was processed and filed with XXXX XXXX on XXXX. It was even put into my file on XXXX. So every time Loancare claimed that the paperwork was never received and filed... they lied. XXXX XXXX informed me that Loancare had told a subcontractor to destroy the documents.
XXXX New loan modification was generated - but failed to be sent out XXXX XXXX New loan modification was generated - but failed to be sent out XXXX New loan modification was generated - but failed to be sent out XXXX New loan modification was generated - but failed to be sent out XXXX New loan modification was generated - but failed to be sent out XXXX New loan modification generated. 5.75 % I received it in XXXX, returned it signed and notarized with an XX/XX/XXXX payment. According to XXXX XXXX ( supervisor in Loss Mitigation ) Loancare destroyed my signed documents.
XXXX Loancare filed default on my house - first step of foreclosure.
XXXX Loancare sent out another loan modification this time the interest rate was around 7 %.
XXXX I was sent a document showing that my original loan modification from XX/XX/XXXX was not only received by Loancare, but signed by the mortgage company, and filed with the county courts. I was then told that I was never supposed to receive those documents ( even though it proved Loancare lied ).
An employee XXXX attempted to have me agree to remove the loan documents from the county to which I refused. This is when I was transferred to XXXX.
XXXX XXXX verified that Loancare only attempted to call me twice during this timeframe, with one of the phone calls being an immediate hang up.
Loancare held me in a suspended status for foreclosure and refused to file a rescission for over four months. During this time, the housing market changed, and I was prohibited from applying for any kind of loan or relief. I couldnt sell my house or attempt to buy a car. Loancare erroneously reported me in default and with missing payments for 3 years. This is during the covid relief period.
XX/XX/XXXX - XXXX XXXX XXXX of the Office of the Customer finally sent me an email stating that Loancare would be removing the foreclosure proceedings with the county. MONTHS after they knew about it. It took even longer to fix my credit.
It was the verified by XXXX XXXX that I was to receive a 30 day advance written notice before payments were to resume. I needed to have time to review all the documents. HOWEVER, I received the completed packet on XXXX ... With a payment date of XXXX. And now Loancare is ghosting me completely.
XXXX XXXX - Office of the customer has ignored every call and never returned the 8 or so message I have left to discuss this. I have been told that Supervisors would be calling me, and I have yet to receive a call to resolve this.
Every phone call is " recorded for quality assurance purposes '' but now they are refusing to allow me to record their calls even though Loancare already established that the calls were recorded.
This is being done because if I didn't push back, they would own my house at a cheaper rate, when the value doubled. And the interest rates doubled.
**Here is a list of their violations : Real Estate Settlement Procedure Act - Continuity of Contact CFPB requires a notice of default to be sent. Loancare never sent one CFR 1024.35 ( i ) no error-recording 1024.38 Reasonable Policies and Procedure Accurate information 1024.40 ( b ) ensure assigned personnel can perform certain functions and give accurate information 1024.41 ( b ) Services must exercise reasonable diligence in obtaining documents and information.
1024.41 ( f ) prohibition on foreclosure referral unless the borrower rejects all offered loss mitigation 1024.41 ( f ) ( 3 ) - procedural safeguards records retentions call logs, servicing notes, other systems of records cataloging communications Breach of contract Negligent misrepresentation Statutory Fraud of a loan transaction Tortious interference with a contract Intentional infliction of emotional damage Wrongful Foreclosure / Duel Tracking Unfair, deceptive, or abusive acts or practices " Attempted to destroy hide misrepresent and eventually remove the signed and notarized loan modification that was filed with the court.
Improper credit reporting Not providing billing information in writing 30 days to resolve the issue ( over 6 months ) Special note. Loancare is held to a higher standard as a loan servicer. They can be held for these damages.
Weimer V. Nationstar Mortgage " Special relationship is that the plaintiff was an intended beneficiary of a particular transaction but was harmed by the defendants negligence to carry it out. '' Loancare never sent me a 30 day written notice before my loan modification situation was finally resolved. They sent a packet dated XX/XX/XXXX, which I received XX/XX/XXXX which indicated a XX/XX/XXXX payment. I immediately called for clarification and for confirmation that I was either not getting a 30 days notice, or if Loancare was going to write off the XXXX payment. I have been strung along without a call back for 2 months.
I also faxed over a request for the recording of the calls made between myself and Loancare during the timeframe of XXXX through XXXX to which they never responded, nor provided. I was denied the information was to what I was allowed to request by XXXX XXXX on XXXX and XXXX XXXX on XXXX
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| 02/21/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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We write to report deceptive acts and practices by LoanCare in the servicing of our Home Equity Line of Credit ( HELOC ) account with XXXX Bank. LoanCare was previously sanctioned by CFPB for misrepresenting consumer loan payment schedules ( XXXX XXXX XXXX ). Their deceptive conduct continues today and despite multiple phone calls with customer service and several requests to speak with legal / compliance, we have been unable to resolve our request to reverse unauthorized rate increases on our HELOC which had an interest rate lock feature that we exercised on XX/XX/XXXX ( at a rate of 2.625 % ). When we received a notice of rate increase dated XX/XX/XXXX, we contacted Loan Care on XX/XX/XXXX. During that call, LoanCare ' s own customer service agent, XXXX, acknowledged our fixed rate and stated " this letter does not apply to you '' explaining that our 10-year fixed interest rate on our HELOC was valid until XXXX ( consistent with the features of the HELOC ). Despite that assurance, LoanCare has continued to increase rates on our HELOC ( now at 6.375 % ) claiming the HELOC is variable, and disregarding clear evidence to the contrary including the Promissory Note and recorded calls.
Below is a timeline : XX/XX/XXXX - Borrowers execute HELOC with XXXX ( predecessor to XXXX ) with two segments - Segment 1 primary mortgage with fixed rate, and Segment 2 home equity line with variable rate. Promissory Note confirms that Borrowers are approved for a " Fixed Rate Advance '' for a term of 10 years ( i.e. XXXX ). The " Fixed Rate Conversion Option '' provides an option to convert the variable rate to a fixed rate XXXX times during the life of the HELOC. The Promissory Note further provides : " You may exercise your Fixed Rate Conversion Option by calling us... All conversions will take effect on the day you lock your fixed rate with us. '' XX/XX/XXXX - Borrowers follow instructions in the Promissory Note and call XXXX Bank to lock Segment 2 of the HELOC. The customer service agent confirms she " Locked Segment 2 at 2.635 %. Since HELOC ( Segment 2 ) is now below primary mortgage rate of 3.375 % ( Segment 1 ), Borrower makes additional {$5000.00} payment to Segment 1 ( See XXXX on XX/XX/XXXX at XXXX XXXX ). A request for the transcript of that recorded call regarding the Borrower 's exercise of the Fixed Rate Conversion Option and additional payment will corroborate these facts.
XX/XX/XXXX - Borrowers receive notice that LoanCare will service the XXXX loan.
XX/XX/XXXX - Borrowers receive notice of rate increase from LoanCare.
XX/XX/XXXX - Borrowers contact LoanCare customer service to dispute the rate increase and XXXX in LoanCare customer service states, " This letter does not apply to you '' and confirms that our 10-year fixed interest rate on our HELOC is valid until XXXX. A review of the transcript from that call will corroborate these facts.
XX/XX/XXXX - Borrowers receive a second notice of rate increase from LoanCare.
XX/XX/XXXX - Borrowers send complaint via customer service information link disputed rate increase.
XX/XX/XXXX - LoanCare Customer Communications Department NMLS ID XXXX replies " This HELOC has a fixed interest rate [ for Segment 1 ] but he also has a variable balance [ for Segment 2 ]. Look at the XXXX. Remember on some accounts the first draw is fixed and any draws after that are variable, which is how the get segmented. Please forward any documents for fixed interest rate or conversion to our website. '' XX/XX/XXXX - Borrowers respond, " You are wrong. We intend to report your fraudulent conduct to the appropriate regulatory authorities. Your own agent confirmed our HELOC is fixed until XXXX. You can not unilaterally change terms without contractual authorization. '' XX/XX/XXXX - Borrowers receive another notice of rate increase from LoanCare.
XX/XX/XXXX - Borrowers provide LoanCare communications with XXXX confirming Fixed Rate Conversion Option on the HELOC ( Segment 2 ), noting LoanCare 's failure to honor the terms of the loan, and CFPB 's likely interest in misconduct and poor recordkeeping.
XX/XX/XXXX and XX/XX/XXXX - LoanCare send additional rate increase notices.
XX/XX/XXXX - LoanCare sends Borrowers a letter acknowledging fixed rate on Segment 1 and claiming variable rate on Segment 2, offering option to contact customer service to request conversion to a fixed rate for Segment 2 [ NOTE : at this point the interest rate on Segment 2 was double the rate we locked in XX/XX/XXXX ].
XX/XX/XXXX - Borrowers speak with XXXX at LoanCare to again dispute the rate increases and to confirm the interest rate lock in XX/XX/XXXX on Segment 2. LoanCare claims for the first time the fixed rate conversion in XX/XX/XXXX was not valid because new loan documents were not executed [ contrary to the express terms of the Promissory Note ]. Borrowers confirm line is recorded and intention to request transcripts of calls.
XX/XX/XXXX - Borrowers receive voice mail message from XXXX at XXXX bank and is not able to reach the same agent.
XX/XX/XXXX - Borrowers contact LoanCare and inquires about rates for conversion option during pendency of dispute, and LoanCare ( XXXX XXXX XXXXXXXX ) quotes a rate of 5.75 % starting in XX/XX/XXXX [ three months later, contrary to terms of Promissory Note providing new rate will take effect the day the Borrower converts the variable to fixed rate ]. Borrowers confirm line is recorded, request legal review of file, and request contact information for legal / compliance department.
XX/XX/XXXX - Borrower contacts LoanCare ( XXXX agent XXXX ), is unable to reach XXXX, and requests complete file review before Borrower refers to regulatory authorities.
XX/XX/XXXX - present. LoanCare continues to increase rates on HELOC Segment 2 that was fixed on XX/XX/XXXX.
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| 10/20/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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Approximately 3-6 months prior to the Pandemic, I was having difficulty paying my mortgage online and couldnt find out why. I had to call Loan Care and they didnt know what happened when they were the ones that blocked me from paying online. They didnt tell me that I would have to get a Modification Loan after the Forbearance. They waited to tell me months later. When the forbearance was getting close to being done, they started sending me paperwork for the Modification Loan. Then they blocked me from calling in to pay the monthly mortgage payment. They fixed the problem for about 2 months, and then it happened again 2 months later. Then the Pandemic hit and I was going through some hard times. I was in Forbearance during the COVIG-19 pandemic and received an extension. Loan Care did not tell me that I would have to have my ex-husband to sign the Modification Loan when the forbearance ended. They had me to sign the Modification Loan by myself without my ex-husband because he had signed a quit claim deed. XXXX told me that a quit claim deed would fix the problem and I would not need my ex-husbands signature. I sent that in and they said it had to have his signature on it despite the Quit Claim deed and they just returned another Mod Loan with both of our names and would not accept it without his signature Every time I called Loan Care, I got a different customer service agent and got a different answer. During the whole process of attempting to get a Modification Loan, my loan went more and more into Late Status. The customer service agents refused to allow me to make my mortgage payments as scheduled. After each phone call, they would explain that they would send me a new Modification Loan papers and I needed to fill them out in front of a Notary and Overnight them back in the XXXX envelope. Each time, the Modification Loan papers had my ex-husbands name, XXXX XXXX XXXX on it and it said, husband and wife. I explained that I dont even talk to him and since the divorce on XX/XX/XXXX, I asked him to sign it and he refused. After sending me approximately 30 Modification Loans, they did send one with just my name on it and I signed it in front of my Real Estate Agent, and she was a Notary and Notarized the whole loan and I overnight the loan via XXXX to LoanCare. This whole time of back and forth with loan papers I could not get sign. The above agents and there had more told me they can not take any mortgage payments and had even cut me off from making them online. and if I send it in they will send the money back to me. So, I got behind on my VA Home Loan again. The VERY PURPOSE OF THE FORBEARANCE WAS FOR ME TO CATCH UP.
Additionally, the second month that HAF XXXX XXXX XXXX XXXX sent paymets to Loan Care, they were sending the wrong amounts. In XXXX, Loan Care adjusted the Escrow amount, and my payment went up from {$1100.00} to {$1200.00} and they did not notify me or XXXX XXXX XXXX, so I am behind EVEN MORE because of that and not being able to make payments to the agents on the phone at Loan Care. They were so rude to me on the phone. My second son had a XXXX XXXX XXXX in XXXX and it XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and I have been taking care of him for 12 years now. In addition, my oldest son died unexpectantly in XXXX. I am really at the end of my rope with this Loan Care and XXXX.
XXXX has increased my Escrow account d/t increased taxes and increased interest on my XXXX Homeowners Policy. They did NOT notify XXXXXXXX XXXX XXXXXXXX or me either, so I am even more behind. Their communication is horrible and I did not get the amount of help that I needed and still need because of LoanCare and XXXXXXXX XXXX terrible communication skills.
I would call them back and explain that he signed a Quit Claim Deed with the divorce Decree and the Decree said that he was no longer responsible for the mortgage financially. I spoke to a different agent every time. The following agents I spoke with are : XXXX ( XXXX ), XXXX- ( XXXX ), XXXX- ( XXXX ), XXXX- XXXX ( XXXX ), XXXX, XXXX ) and lastly XXXX- XXXX. The only one that allowed me to make a payment was XXXX. I applied for HAF XXXX XXXX XXXX XXXX on XX/XX/XXXX and got approved for it. They assisted me with catching up with sone of my mortgage payments. Meanwhile, Loan Care continued to send letters stating that I was in a delinquent status and I still am. After one whole Year, I was able to get my ex-husband to sign the Modification Loan. Now I am in the same situation being 3 months behind on my Mortgage. XXXX sent a statement for my insurance that was behind. They told XXXXXXXX XXXX XXXX that my annual payment in XXXX was {$2400.00} in XXXX, but it was actually in XXXX. Loan Care just told me last week that the mortgage insurance was increasing from {$2400.00} to {$3200.00} in XX/XX/XXXXXXXX which is INCORRECT. That was the amount due in XXXX. XXXX has not calculated the Homeowners Insurance this year. They said it would be done in XXXX and they would notify Loan Care in XXXX or XXXX. I called Loan Care back and they said XXXX sends the bill to them and then they pay it. It was {$2400.00} from XXXX to XXXX. XXXX XXXX XXXXXXXX paid the the wrong amounts on my Escrow Accounts and now they want me to enter into a repayment plan over 6 months to make up for all their mistakes and I can not do that financially. I am XXXX XXXX XXXXXXXX Veteran, and this is how they treat VETERANS!!!. I have read a lot of negative situations with Loan Care and XXXX. There are many lawsuits out there because of the way they treat their clients. I am attaching all of the documents. If you need any further documents, you can call me at my cell phone #. I am asking for assistance with Loan Care and XXXX and this whole situation.
Sincerely, XXXX XXXX XXXX
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| 05/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In early XXXX, I logged into my Loancare account to check options to help with my mortgage. I was laid off from my job and was seeking assistance. In big letters on the Loancare website, Loancare was offering a forbearance to anyone impacted by COVID19. That was me.
I applied to have my mortgage paused while I could figure out the best options. I was approved immediately and was told I would be sent paperwork on the process, but that I do not have to pay my mortgage at this time and for up to 180 days. Perfect, this buys me time to figure out what my options were.
Within a few weeks of getting approved for the forbearance, I found it best to refinance my loan and take advantage of the industry low rates that would help me save a lot of money and reapply for a 30 year mortgage.
When I called Loancare, they transferred me to a loan officer at XXXX named XXXX who explained he could help me refinance. I can not get over the level of I professionalism I encountered with this guy who was unaware of who I was and actually gave me someone elses information in an email ( it turned out to be my brother who was in their system ). I literally couldnt get over the fact that he was giving me his personal information like date of birth and other account information via email when he got our names mixed up. Despite me telling him several times, that was not me, he persisted. After filling out the XXXX application, he informed me because I was on forbearance, I had to wait 90 days to apply for a refinance. I explained to him that I told him this from the first conversation and he told me there was nothing he could do.
I couldnt believe this, so I called Loancare yet again and spoke to someone who took me off forbearance and I caught up my loan for the time it was paused. They said doing this would allow me to refinance with no issue and advised I do so that day, which I did. Paid in full.
I then asked to speak to someone about refinancing and they finally called me back and were confused as to why I was sent to XXXX when they didnt handle my initial loan. I told the Loancare loan officer, that Loancare transferred me to XXXX. They were surprised by this.
After Loancare Officer reviewed my account, they told me I can not refinance for 90 days because I was recently on forbearance ( with them ). I was shocked to hear this as I was never informed of this when I entered into the program and also got completely caught up. No past due and never a late payment. I asked them where it said this and they told me it just is that way.
I asked for a copy of the statement that says anyone who enters into COVID19 forbearance can not refinance and they said its on internal documents and they can not send those to me. I once again told the loan officer that this was never explained and asked if there were any alternatives and they said there were none and I just had to wait the 90 days to reapply and hung up on me. I was blown away by this.
I called Loancare again twice and left messages for anyone to call me back. Ive never heard from anyone and continue to receive notices that Im on forbearance and even a notice that says Im two months past due, which I am not. Even if I didnt get my account caught up, which I did, the whole idea of forbearance is a pause in payment. Why am I getting notices stating my account is overdue in one letter and another explaining I am in forbearance and dont have to pay anything at this time in another?
I feel like I have been grossly mislead and defrauded by Loancare. They made it very easy to enter into forbearance for the self serving purpose of keeping me tied to the high interest rates and not being able to take advantage of the low rates available now and allowing me to help myself during a very difficult time when I have been adversely impacted by COVID19.
I was never made aware of the inability to refinance for a specific timeframe when I entered into this forbearance program and despite paying up my account and never having missed or had a late payment, the company is clearly taking advantage of me. I have called and emailed in an effort to try to seek alternatives and have had none other than for me to pay my loan amount and wait 90 days and miss out on record low refinance rates. This was a complete scam.
My credit score is an XXXX as of today. Ive never had an issue like this and despite reaching out to this company about a dozen times to try to resolve this, theyve offered no help and are only trying to make it hard for me at this point. They are going to cause me to enter into financial hardship as a result of not allowing me to refinance and I believe this program that was shoved in my face and made as simple as clicking a button was designed to handcuff me to their high interest rate and they are purposefully making this process difficult.
I dont know where else to turn beside reaching out here, to HUD and an attorney to expose and hopefully attempt to recover what has been damaged here and genuinely hope Loancare can do the right thing rather than taking advantage of the current COVID19 pandemic.
Between the unreal experiences Ive had so far with this mortgage servicer, Im not sure where else to turn besides these actions. No one at Loancare seems to be listening and those who I spoke to were unprofessional, non-empathetic and very unhelpful. I can not believe the incredible lack of empathy and how disinterested Loancare is with helping me create alternatives other than foreclosure and future damages as a result of their incredible lack of communication and self serving polices that are taking advantage of people during a time when they should be helping to create alternatives outside of foreclosure and financial hardship.
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| 02/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Dear Sir or Madam, 1. LOANCARE LLC Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/2022 I immediately disputed this information with LOANCARE LLC and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information.
Thank you for your time,
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| 10/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was initially with XXXX but when they went into bankruptcy XXXX XXXX bought it and now holds my loan and it is serviced by Loan Care. From the very beginning XXXX at the month the loan was sold increased my mortgage payment {$200.00} a month with no cause for increasing the payment during this bankruptcy process of XXXX. My loan amount should actually have decreased due to decrease in escrow because the only change was that my homeowners insurance had decreased {$700.00} a year due to us putting on a new roof. I contacted Loan Care early on in XX/XX/XXXX to try to correct the problem. I have contacted them once or twice a month since then due to continued notices from then stating I was behind in payments. I use a pre-payment equity accelerator method and payments are automatically made every month so there was never a missed payment. Each time I spoke with somebody at Loan care I received a different answer or was told they would do research, order a new escrow analysis and get back to me. I never received a callback from anyone at loan care ever! I have always had to call then again to find out the status of my account, Never able to speak to the same person again even when requesting supervisors.I finally learned from speaking with supervisors at loan care in XXXX XXXXthat they had misappropriated funds in my account putting the wrong amount towards principle, the wrong amount toward escrow etc.n Its been one problem after the other every time I call I get a different answer by a different person I can never speak to the same person twice. Each person says that they are going to correct the mistakes that they have made and they are going to make my account up-to-date, remove any late fees or charges and correct the amount stated in my escrow. Every single time I called back there is a new or different problem with my money/acct. The latest being that on XX/XX/XXXX I called and spoke with XXXX who stated I had just over {$480.00} in my escrow amount and after researching she saw misappropriated funds on several occasions and she stated that she would correct all issues, move that {$480.00} into my escrow account and I would be up to date and all would be settled. I had heard this before many times during my phone calls and always no follow through, no return phone calls from them that I requested confirming that all was corrected, no follow up letter that XXXX promised. So on XX/XX/XXXX I called back only to find out that now My escrow acct was negative {$480.00} and they are holding {$7800.00} in suspension.
I am beyond frustrated, angry, and just feel like I have no options here because I have tried time and time again to correct this issue. I am contemplating refinancing just to get away from Loan Care servicing my acct. I have never dealt with a more incompetent and unreliable company in all my years.
Here are some of the dates and calls Ive made in just the last two months keeping in mind that I have been in contact with them since XX/XX/XXXX on a consistent basis to try to correct the problem ( earlier dates and who I spoke to can be added if needed ), but hereare just some of my calls and conversations in the last 2 months XX/XX/XXXX XXXX and XXXX - Who was the first one that found the issues with them Incorrectly misappropriating funds, using my mortgage payment towards principle only, putting money into the wrong accounts and not paying my mortgage principal and interest and escrow in the correct amount At this time they were holding {$1000.00} in suspension. She stated she would correct and redistribute funds and Id be up to date XXXX spoke to XXXX who Stated that all funds were still not correctly distributed But if I increased my mortgage payment approximately {$90.00} a month it would all be corrected, although I still did not agree with this because my mortgage should not have increased because the only change was a significant decrease in my homeowners insurance, I reluctantly agreed to pay this increased amount just to stop the ongoing issues. Of course this did not happen!!!
XXXX XXXX Spoke to a supervisor XXXX who stated she would put a request in to research my account and the ongoing issues. I never heard back from her XXXX Spoke to XXXX Who stated I still had {$480.00} held in suspense and my account was still not up-to-date. But he felt the acct had multiple problems and stated he would have a supervisor call me back at XXXX XXXX .. no one ever called XX/XX/XXXX Spoke to XXXX who said stated that she Could see that there were multiple issues and problems with this account, she stated that her job was to correct account errors that she was seeing significantly in my account. We Spent quite a bit of time on the phone while she researched my acct and said that she would re-reverse payments putting some of it towards my escrow and some of it towards my mortgage payment because once again errors were made on their end in distributing my mortgage payments. She stated that at this time I still had {$480.00} held in suspension and she would move that to escrow and including my upcoming XX/XX/XXXX escrow of approximately {$510.00} that would be applied which would bring my escrow up to date and mortgage corrected. She was very apologetic about all the issues Ive been having And stated that she would generate a statement by XX/XX/XXXX that shows that Im completely up-to-date and that I would receive this via mail but as of XX/XX/XXXX I have received nothing. I then called back on XX/XX/XXXX to find out if once again no one had followed through only to find out that they now say my escrow is - {$460.00} and they are holding {$7800.00} in suspension Thank you XXXX XXXX
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| 12/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had multiple issues with LoanCare Mortgage Servicing since the first payment and have tried to resolve and have been met with no response or answers that are either incorrect or unacceptable. The first issue is with my voluntary escrow account to pay taxes and homeowners insurance. I received my first tax bill and the bill indicated there was no escrow account on file. I called LoanCare who indicated they had no record of escrow. I had to send my mortgage closing paperwork to prove I had set up an escrow account for taxes and insurance. I advised the LoanCare rep I was going to pay the taxes and requested my escrow account closed because I lost confidence in their ability to handle. I was told to submit request in writing, which I immediately did. I checked my account a week later and saw the escrow info updated, and a tax distribution amount scheduled to be released on XX/XX/19. The amount was nearly double the amount of my tax bill. I called and spoke with a LoanCare rep, and advised I had already paid the taxes; however, the tax amount scheduled to be disbursed was incorrect, and I had already sent in my request to cancel my voluntary escrow account. I was advised to submit my request to cancel my escrow again. I told the rep I would do so; however, I was very concerned over the amount scheduled to be disbursed to the tax authority since the amount was wrong and the correct amount was also incorrect. I was told to include that info in my request to close my escrow account. Two weeks after my three requests to close my voluntary tax and insurance escrow account and return the funds in the account I received a small check with a notice that an escrow analysis was completed and the check was the excess funds. I again called LoanCare since I did not request an analysis, I requested my money be returned and payment adjusted as I would pay my taxes and insurance outside of my mortgage payment. LoanCare advised me I would need to submit my request in writing, which I would end up doing several more times. Instead of returning my money, they disbursed the money to the tax authority. This created a new problem as I would now have to fight with my local government to get a refund. I am still fighting to have my tax and insurance escrow account closed and the balance of the account returned. Now a new issue due to LoanCare’s incompetence. I set up automatic payments be posted to my account on the 1st of each month and the funds to be debited from my bank account. I was advised to continue making my monthly payment manually until auto payment became active. I checked the date of my first scheduled auto payment and it indicated XX/XX/XXXX. On XX/XX/XXXX I double checked my LoanCare account to ensure a payment had not been made and make my usual payment. As anticipated there was no payment posted for XXXX XXXX and the information listed under “manage auto payments” had the date of auto debit listed as XX/XX/XXXX. I even triple checked and called the auto line which provided the date of my last payment as XX/XX/XXXX and next payment due as XX/XX/XXXX I made my payment on XX/XX/XXXX. I received an alert from my bank that my balance was under $2,000.00. I set up an alert on my bank app to send a text should my balance fall below an amount of my choosing. I immediately checked my bank account to find LoanCare debited over $6200 from my account between XX/XX/XXXX. I immediately called LoanCare to have them return the duplicate payment. They advised me they would not be able to return the funds without the request being put in writing. I sent an email requesting the return of the duplicate payment. I called back and was told I also needed to include proof the funds came out of my back. I immediately sent my bank statement and even highlighted the two debits. I asked how long it would take to have the funds put back in my account. I was told 20 days! Here I am weeks before XXXX and because of LoanCare’s incompetence I have $XXXX (the XXXX loan payment + duplicate tax payment) than I would have in my account. That money is not all disposable income, much of that money was in my account to cover bills. As of right now I have $XXXX in my account with approximately $XXXX scheduled to come out in the next week. Thankfully I will be paid and hopefully be able to cover all the auto payments scheduled; however, this time of year also comes with additional expenses. LoanCare has possibly destroyed my kids XXXX. I attempted to contact my credit union in an effort to expedite the money being returned as I did not authorize two payments for XX/XX/XXXX. I informed LoanCare I would be contacting my bank in an effort to expedite the return of funds and requested a note be put in the system so LoanCare would not fight the disputed charge. I learned this afternoon LoanCare replied to the bank that the funds debited were due and authorized. This is completely false. If you look at my account shows the two payments and the next due date as XX/XX/XXXX. This Mortgage Servicer needs to be held accountable for their actions. They have refused to close my VOLUNTARY escrow account claiming they are allowed to retain my funds due to the amount of equity I currently have in my home (under 20%). That is so far fetched and untrue I don’t know where to begin. I cannot cancel PMI with under 20% equity, but I never asked or even mentioned canceling PMI. I simply want to manage my own money and will pay my taxes and insurances on my own. Additionally, I want the duplicate payment debited from my account returned immediately- not after XXXX and when the payment they are returning would be due.
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| 05/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage originated with XXXX XXXX and was serviced by XXXX. XXXX began servicing the loan in XX/XX/XXXX. On XX/XX/XXXX, XXXX bought the loan to be serviced by Loancare.
In the short interim when XXXX serviced the loan ( 7 months ), I made an extra payment in XX/XX/XXXX. I paid the XX/XX/XXXX payment of {$2100.00} but the same day I also sent {$2000.00} also marked XXXX Payment. I could not cancel the {$2000.00} at my bank. I called and wrote to XXXX on multiple occasions. Always XXXX said they were still researching what happened to the {$2000.00}.
The policy in my original mortgage contract, XXXX XXXX introductory letter, XXXX introduction and XXXX/Loancares initial letter ALL set nearly identical policy. The loan company could accept the partial payment as a payment, it could refuse the payment and send it back to the borrower or it could hold the payment in a separate suspense account until the full amount was paid. My XXXX {$2000.00} payment was short {$130.00}.
I asked for the money to be returned. It was holiday time and XXXX my kids had college costs pending for the next semester. XXXX only said still researching all the way to the XX/XX/XXXX statement. They acknowledged both payments in the XXXX statement but they didnt return the payment and the suspense account was always XXXX.
After trying to learn of the fate of the payment for more than 3 months, I informed XXXX I would not be paying XXXX as they could not account for my XXXX payment. If the payment wasnt in suspense awaiting the {$130.00} balance AND, had not been returned, it must have beenaccepted.
XXXX did not object. XXXX did not send a late notice, missed payment or add a late fee. I, mistakenly, sent XXXX the XX/XX/XXXX payment and on XX/XX/XXXX received a missed payment notice from Loancare. I called XXXX and was told the XXXX payment was sent to Loancare and I was not in arrears at all.
XXXX set a positive balance of {$600.00} in escrow. Loancare said XXXX had sent a debt of {$1100.00}. XXXX denied this. I could not get an answer as to what it was for? So Loancare starts off claiming I owe {$2300.00} in missed payment and {$1100.00} in unexplained debt. I start off at Loancare owing {$3500.00} added to the escrow of {$600.00}. In 7 months, Ive incurred {$4100.00} in debt when there was no debt passed by XXXX and XXXX denied any arrears. Where does this come from??
Loancare raised my monthly payment to {$2300.00} ( over $ XXXX/month ). I asked for an explanation for the debt and increased payment. The only thing Loancare told me was that their company changed the end-of-cushion from {$1100.00} in escrow ( spelled out in my mortgage contract ) to more than double, {$2300.00}.
Loancare started telling me that the XXXX payment DUE to XXXXthat I told XXXX I wasnt payingwas supposed to come to us. That made no sense because the Loan was still due to XXXX. But Loancare claimed it was their money and XXXX could not make a deal to accept it for the XXXX payment to cover XXXX. I paid an additional {$350.00} to ensure the XXXX {$2000.00} payment added to {$350.00} was a complete payment at Loancares highest monthly payment {$2300.00} I pushed Loancare about where is the extra payment. Loancare eventually told me during a phone call in XXXX, that XXXX had correctly put the overpayment in Suspense. A day later, XXXX took the contents of the Suspense account and applied it to escrow.
Lamely, Loancare tried to claim this was consistent with my loan contract. It is not. Next, Loancare said it was XXXX mistake ; my complaint was with XXXX ; Loancare had nothing to do with it.i had to go through XXXX and unless I resolved it with XXXX, Loancare will report me more than 30 days delinquent to all the credit bureaus every month. They started charging me late fees of {$75.00} a month and promising my bad payment history will allow them to keep the PMI in place ( {$87.00} ) forever. So Ill be charged an extra $ XXXX/month forever unless I just make ANOTHER double payment. My payments will run {$2400.00} under Loancare though XXXX XXXX, XXXX, and XXXX had no arrears.
When Loancare told me in XX/XX/XXXX XXXX 14 months after the double payment ) that XXXX had taken from mySurplus acct and put it in escrow, it was obvious that was something XXXX did to make the loan look even better to Loancare. XXXX was negotiating with Loancare to sell a bunch of loans. And, XXXX was in a bankruptcy.
In addition to reporting me to all the credit bureaus ( whichI learned only at the beginning of this year ) and calling my account defaulted, Loancare repackaged my monthly statement so that at the front of the envelope, under my name and with underscore to make it standout, Loancare writes Please call us about your recently missed mortgage payment. It sick and unlawful.
The bottom line : these companies have billed me for {$60000.00} through XX/XX/XXXX. Thats all they requested even with the {$2300.00} I have paid them. I have PAID {$62000.00}. I have paid and extra {$2300.00}, the highest payment ever sought. In a letter from XXXX XXXX dated XX/XX/XXXX, she claims I owe {$1900.00} which would be added to the {$350.00} from another extra payment that has, actually been legally maintained in the suspense account.
Together the amount she seeks to keep my account current is {$2200.00}. But I have already overpaid {$2300.00}. I am still AHEAD of what I have been billed. They cant report me late, destroy my credit, add late fees, refuse to cancel PMI and harass me with missed mortgage payment on the outside of my bill.
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| 05/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on my first home on XX/XX/21. My original loan servicer was XXXX XXXX, my first mortgage payment was due on XX/XX/21. I received an invoice from XXXX XXXX on or around XX/XX/21 and paid my first mortgage payment online in the amount of {$1800.00} ( {$1800.00} for loan and {$2.00} in principal ) on XX/XX/21. This payment was posted to my XXXX XXXX account and withdrawn from my checking account on XX/XX/21. On or around XX/XX/21 I received a letter from XXXX XXXX indicating that effective XX/XX/21 my loan was being transferred to Loan Care and beginning on the transfer date any payments would need to be make to Loan Care. I called XXXX XXXX to inquire about the payment that I had already made, they mentioned that it would be transferred to Loan Care. I signed up for the Loan Care online portal in order to check the status of the transfer because according to Loan Care, my first payment was due on XX/XX/21. On XX/XX/21 I noticed that the payment had not yet posted, so I called Loan Care and spoke with XXXX, he mentioned that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I spoke with XXXX from XXXX XXXX and she assured me that the payment had been sent to Loan Care. However she said that she would escalate the issue and and have someone call me within 2-3 business days. On XX/XX/21 at XXXX PST I called Loan Care and spoke with XXXX , he said that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I called XXXX XXXX and spoke with XXXX . He stated that according to their records the payment had been wired to Loan Care on XX/XX/21 as a bulk transfer of {$8000.00} ( {$1800.00} of which was my loan payment. He provided me with reference # XXXX. I called Loan Care on XX/XX/21 at XXXX PST and spoke with XXXX . I provided her the reference number that XXXX XXXX had provided me. She submitted an inquiry into the payment and stated that I should receive a phone call or e-mail in regard to the resolution of this inquiry within 3 to 5 business days. She assured me that the mortgage account was still under RESPA and any late payments would not negatively affect me. I never received a response from Loan Care in regards to this inquiry so I called back on XX/XX/21 at XXXX PST and spoke with XXXX . According to the information that XXXX pulled up, it was noted that Loan Care needed me to provide proof, in the form of my bank statement, through e-mail. She advised me to e-mail XXXX and include my loan number and that the ticket had a task date of XX/XX/21 but she thought it would be completed before then. Upon hanging up with Loan Care, I immediately e-mailed them a copy of my bank statement where it showed that XXXX XXXX had withdrawn the funds along with an invoice from XXXX XXXX dated XX/XX/21 indicating that I had paid my first payment. I received an email from Loan Care with a ticket number, but never received anything in regards to a resolution and the payment was not posted to my account. At this point I was already showing as almost two months late on mortgage. On XX/XX/21 I made, what should have been, my XXXX payment to Loan Care. This payment was immediately posted to my account, however my due date was moved to XX/XX/21. Indicating that Loan Care had still not posted my XXXX payment and was showing me as a month behind. On XX/XX/21 at XXXX PST I called Loan Care to follow up on the status of the pending ticket. I spoke with XXXX who said that the task date had been pushed back to XX/XX/21 and to call back on that date because the payment had not yet been posted. I called Loan Care back on XX/XX/21 at XXXX PST and spoke with XXXX . She said said that the ticket had not yet been closed out on their end. She transferred me to a supervisor named XXXX for further assistance. XXXX stated that due to the amount of time that I had been waiting for the payment to post that she would open an escalated ticket, and that this type of ticket could only be opened by a member of management. She told me that she would e-mail me the ticket number so that I could reference it at a later date if need be. She also told me that someone would reach out within 3-5 business days of the ticket being opened. I mentioned to her that I had e-mail my bank statement and proof of payment to them on XX/XX/21. She searched through her records and indicated that she found my e-mail and the attachments and that she would reference the ticket number in her new escalated ticket. I never received the e-mail with the ticket number, therefore today ( XX/XX/21 ) at XXXX PST I called Loan Care to inquire about the ticket and see if someone could provide me with the ticket number so that I could reference it later. I spoke with XXXX who said that she did not see anything about an escalated ticket. She transferred me to a supervisor named XXXX, who also could not find the ticket that XXXX had opened. Therefore she decided to open a new escalated ticket and she provided me the ticket number. XXXX mentioned that when I provided her my e-mail ticket number she was able to find the e-mail and attachments with the proof of payment that I had sent on XX/XX/21. She stated that this new ticket that she opened should close on XX/XX/21 and to keep checking back on the portal to ensure that the payment in question is credited to my account. I have been going back and forth with this mortgage company for over a month. My RESPA period ends on XX/XX/21 and I fear that the payment will still not be credited to my account which will negatively affect my credit score.
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| 04/29/2021 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX, my Flood Insurance failed to renew. Unfortunately, I did not receive US mail communications because we were not staying at the home after XXXX XXXX. XXXX, I noticed that my mortgage payment increased by {$500.00} so I contacted LoanCare to understand the change. Initially I thought my payments were late and gave it a few months before I actually took action. I did request a refund of the late fees and that request was acknowledged ( they received my email ) and completed it properly, although nobody contacted me with an update. I had to log-in and review the transactions to determine my request was processed.
I inquired about why my payment increased and the representative discussed escrow transactions. Simply reading the Escrow payouts which did not explain WHY the monthly payment increased. I was told the escrow allotment increased, but they did not tell me it was because my flood insurance policy did not renew and a lender imposed flood policy was purchased for {$2200.00}.
It took me several weeks to research by making multiple phone calls and submitting email requests - I was left to figure it out on my own. Once I determined the issue, I took immediate steps to purchase a new policy and update my account.
I had to work with the insurance department and they were more responsive than your general customer service. Definitely more competent and willing to help a customer figure things out. I did what I was told, I took out a policy, PAID for it and submitted the correct information/proof the policy had been purchased and paid in full. I thought I was done, but no, I later realized that LoanCare took money from the Escrow and paid the policy premium a second time. Remember, my goal at this point is to have the mortgage payment revert back to the original payment amount.
By this time, I moved on to fixing my next problem, which was ensuring the refund from the lender imposed policy was deposited back into my escrow account. I was told over and over that it would be sent directly to me - which it clearly wasn't. I reached out AGAIN via email asking that the funds go directly toward my escrow account, which they did, however the amount of the refund was shocking. LoanCare representatives contributed to lengthening the # of days the policy was in place, reducing the prorated refund daily. Not being helpful to resolve my issue, I paid {$1000.00} of a {$2200.00} policy which typically costs {$500.00}. I received a refund of a little more than {$1200.00} ( rounding numbers of course ). If LoanCare representatives would have assisted me in XXXX when I first inquired, I would have resolved this issue in just days. I feel it is only right that LoanCare recalculate the prorated insurance amount to reflect a cancellation date of XX/XX/XXXX ( or reasonable date ) since it was my fault for not taking more effort to check my mail back in XX/XX/XXXX when the Flood insurance did not renew. Essentially, because of the lack of interest in helping I actually paid {$1500.00} for a {$500.00} policy as a direct result of the customer service received.
Contacting LoanCare : XX/XX/XXXX - Ticket number XXXX, sent email when I discovered my regular schedule auto payment was not covering my monthly payment. Response received the same day advising late fees were refunded, but still did not realize my payment had increased.
XX/XX/XXXX - Ticket number XXXX, I sent an email asking why another disbursement was paid for flood insurance when I already purchased the policy as instructed by the insurance department. XX/XX/XXXX, my email was responded to with a generic message advising me to contact the insurance department.
Made contact via telephone asking that insurance policy refund be applied to my escrow account.
XX/XX/XXXX - Ticket number XXXX ( not sure why I received 2 different ticket numbers ) - sent an email stating the refund was not applied to my escrow but instead was applied to the principal. I asked to correct this and apply the funds to my escrow balance. I received a response asking me to contact LoanCare via telephone ( which I did ).
XX/XX/XXXX - Ticket number XXXX, discovered that insurance policy refund was applied to my next payment vs my escrow account. Sent a lengthy detailed email about all the issues I had encountered and the lack of response to assist. Which I did not receive a call back. At this point, I had a new issue ( my fault ) because I attempted to update the payment amount with my financial institution, but inadvertently made a second payment. I asked that this be refunded back to my financial institution, but my request went unanswered.
XX/XX/XXXX - contacted LoanCare via telephone and requested to speak to a manager. A manger did call back, but the connection was so bad I could not make out what she was saying. I immediately followed up with an email describing what happened and asked for a call back ( ticket number XXXX ) which went unanswered via telephone and email.
XX/XX/XXXX - contacted LoanCare via telephone. expressed my concerns AGAIN. Asked to speak to a manager AGAIN. I was on hold for most of the 27 minute call before I hung up.
I think it is very clear that I was diligent about rectifying the issues with my account and get the monthly payment back to a manageable amount. LoanCare servicing is HORRIBLE and during this pandemic has put additional strain on my financial situation and cost me money I could not afford to payout and now, will not receive back.
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| 03/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan transferred to " Loan Care LLC '' from " XXXX XXXX XXXX '' in XX/XX/XXXX.
When it transferred there company, they claimed I did not make my XXXX payment. My loan was still with " XXXX XXXX XXXX '' as of XX/XX/XXXX, and that payment was made. I had NEVER missed a payment. after my first phone call to resolve this, I was told to just wait and see if the funds would end up transferring from the previous loan company for XXXX payment. THIS COSTED ME A LATE FEE because I listened and waited.
I have made about 20+ phone calls trying to figure out why this error occurred and to get it corrected, I was asked to send proof of payments and every time I sent in more documents for proof that I never missed any payments I was told the evidence is not sufficient and was turned away.
the month of XX/XX/XXXX, that payment had a {$37.00} late fee charged because of this error ( because my account claimed I was a month behind on payments ) I then had to make a DOUBLE payment in order to make my account status not delinquent in XXXX.
in XXXX the customer service rep that told me I should just wait for the missing payment to come through assured me I would not be charged any late fees and my account would not show delinquent status for this issue because it is on there end. I'm a young first time home buyer who trusted the company.
I was told on one of my phone calls with the service dept. that I have un-applied funds in the amount of {$550.00} this was probably the missing payment that they could not find.
I asked them why I had misc. funds not applied to anything that i NEVER authorized, and im being charged late fees because of a missing payment?
they had no response. and came to realize during the loan transfer they messed up numerous transactions including giving me an incorrect escrow balance. In conclusion they verbally confessed they messed up transactions and still refused to corrected my account and balances.
the problem may have occurred because i was almost a full month ahead on payments with " XXXX XXXX XXXX '' due to the ability to make bi-weekly payments with there company. so the next months payments were actually an entire month early.
this is when covid hit i lost my job, i took the opportunity and placed my account on a forbearance plan before any more insanity could take place with this company.
I had other focuses during covid so I am reaching out now that things have settled down. my hopes are now that they are correcting my account due to the forbearance place that the original mess ups can be corrected.
in conclusion, i was charged in proper late fee, Record keeping is entirely incorrect, principal balance is incorrect. and I had to make a double payment, along with having my credit hit because of the claimed missed home payment.
Attached are my proofs of payments, ALL documentation to prove I am paid up to date including taxes, My account is also showing in-accurate payment history, principal balance.
Doc 1 : Contains tax information for XXXX showing my interest is paid through the month of XXXX, for XXXX.
Doc 2 : Payment history from XXXX XXXX XXXX showing my 2-payments ( bi-weekly payment ) made in XXXX for the month of XXXX, showing my interest paid through XXXX.
Dated documents : SIGNED AND STAMPED Bank statements showing the funds transferred from my account to XXXX and My loan care.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is a break down of the payments shown in the bank statements and for what month they correspond with -- PAYMENTS TO XXXX : XXXX Payment Made- XXXX TO XXXX -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- XXXX TO XXXX -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- XXXX TO XXXX -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- 1st half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) XXXX Payment Made- 1st half : XXXX TO XXXX XXXX- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) XXXX Payment Made- 1st half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) PAYMENTS TO LOAN CARE : XXXX payment accrued inaccurate late fee I was still protected under law to not receive late fees during this time, it was paid out at a later point in time.
XXXX : Payment Made- XXXX TO LOANCARE -- AMOUNT : XXXX ( FULL ) XXXX : Payment Made- XXXX TO LOANCARE -- AMOUNT : XXXX ( FULL ) XXXX : Payment was made XX/XX/XXXX {$800.00} ( with added late fee ) XXXX : payment was made XX/XX/XXXX in the amount of {$800.00} ( with the added late fee ) to make up for the claimed missed payment, I made a second XXXX payment. I made a partial payment XX/XX/XXXX in the amount of {$200.00} to complete a payment using the un-applied {$550.00} that I spoke of above that they had sitting in a misc. account. this brought my account current Doc 1 : Screen Shot of my XXXX loan account information from the month of XXXX right before my loan transferred.
Doc 2 : Payment history from XXXX XXXX XXXX showing my 2-payments ( bi-weekly payment ) made in XXXX for the month of XXXX, showing my interest paid through XXXX.
I filed a report with the XXXX and they claim to have corrected the issues. this is untrue, the late fees I accrued were higher than they claim, my account still reflects incorrect balances.
If required I have all bank statements showing fund transfers. THE COMPANY WAS SENT ALL THIS AND STILL SAID I WAS WRONG
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| 02/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX I received a letter from XXXX Loans advising that my current mortgage was being sold to LoanCare, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. The letter advised that if I paid my mortgage via an online service, to change the address information to LoanCare , LLC, XXXX. XXXX XXXX, XXXX, PA XXXX. I made that change immediately. I then received a " welcome packet '' from Loancare verifying that information, how much my monthy payment would be, etc. NOWHERE and at no time was I told that my loan account number would be changing, I made my mortgage payments - on time - in XXXX, XXXX, XXXX, and XXXX. In late XXXX I received two different letters ( notices ) from Loancare. The first advised that they had not received my XXXX payment. The second advised that they had received only a partial payment in the amount of {$570.00} out of the total payment of {$810.00}. I immediately called Loancare and spoke with XXXX ( agent ID # XXXX ). He advised that I needed to contact my bank and have them send over a transmittal number via e-mail to XXXX and once that was received they would properly credit the full amount payment to my account. I immediately called XXXX XXXX who took the information and said they would send it to LoanCare and the XXXX Case # was XXXX. I was told to wait a few days and call Loancare to make sure it was received. I called a week later and advised that my payments still had not been received. Rather than spend more time on the phone I went personally to my XXXX XXXX location in XXXX and spoke with a banker for help. On that date the banker personally called Loancare and verified that ALL of my payments had been processed on time. After some research the agent from Loancare advised that my account number had changed and that because of a transition agreement that Loancare had with XXXX my first 3 payments in XXXX, XXXX, XXXX had processed through with no problem. But since I never changed my account number in my online bill pay service the XXXX payment did not transition. ( which by the way makes no sense if they say they received a " partial payment '' in XXXX ). Once again, I was NEVER advised that my account number was changing, just the name and address of where to send my payment through my bill pay service. I was advised to make the account number change in my bill pay service and that they would send this problem through their Cashiering department for an investigation to properly credit my account since XXXX had verified that my payments were sent in full, and on time. And that LoanCare would handle the Credit Bureau because this had already been turned over to the Credit Bureau for non payment. I was advised to wait a week and call again to make sure everything cleared. I called again and spoke with XXXX ( agent # XXXX ) on XX/XX/XXXX and was told that all of my payments were up to date and that my next payment not due until XX/XX/XXXX. She then put me on a brief hold and said she had " escalated '' my information to have the issue removed from my Credit Bureau report. I was told to wait until the first week of XXXX and that I would receive a letter from Loancare saying that they had cleared my credit rating. In the meantime, I received a letter from XXXX XXXX saying that they had sent over all of my information to LoanCare that my XXXX payment of {$810.00} was sent to LoanCare. Yesterday, XX/XX/XXXX I received a letter from XXXX saying that the information they previously received was correct. I called Loancare on XX/XX/XXXX and spoke with a representative who advised that they had DENIED my claim to have my credit report cleared. I was then transferred to a supervisor, Schneidine ( agent # XXXX ) who advised that they still had not received my XXXX payment!!!!???? I explained over and over the steps I had taken, the phone calls I had made, and the fact that the banker personally called Loancare and verified that all payments were made, and the letter I had received from XXXX showing the payment was made. XXXX advised that I needed to have XXXX send them a transaction # showing the payment was sent before they could clear my credit report and properly credit my account. Basically starting at square one.
To say this is insane and extremely frustrating is an understatement. I have spent countless hours on the phone and going to my bank in person to try to resolve the situation, and my outrage that my outstanding credit report is now tarnished, not to mention the fear of some kind of foreclosure proceedings.
I again spoke with XXXX XXXX today and was given their confirmation number of my payment to Loancare on XX/XX/XXXX in the amount of {$810.00} and that number is XXXX.
I have in my possession all of the copies of all of the correspondence received, with all the notes and name and dates of people I spoke with, as well as the letter from XXXX XXXX confirming my XXXX payment was made and that they forwarded that information to Loancare. Because your intro to this process says not to provide personal information, I am declining to send copies of that at this time because all documents contain name and address, account numbers, etc., but will send if required I will be sending a very detailed letter to Loancare and will provide them copies of all of that documentation but I am at the end of my rope in trying to handle this situation alone. It is clearly incompetence on their part and I would absolutely accept any help you can provide.
Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX
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| 01/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare XXXX loan # XXXX Complaint against Loancare for mishandling of a lot of my payments Issue : *Current NOPFO ( Notice of Pre-Foreclosure Options ) she received is dated over 30 days ago. XXXX has received numerous NOPFOs. Loancare continues to tell her to ignore them so she has not responded to them in writing but has always been in constant communication with Loancare trying to straighten out her payments.
*Loancare calls XXXX repeatedly with harassing phone calls and sometimes more than once per day.
XXXX has paid her mortgage payments on time each month but it is Loancares accounting that is inaccurate due to the service transfer from XXXX to Loancare in XX/XX/XXXX.
*Loancare has performed 2 separate researches, found the payments that were applied to the wrong loan/account number and then continued to apply them to the wrong loan/account number even after the error had been resolved.
*XXXX paid extra amounts on her loan out of fear. Loancare applied them to principal instead of holding the extra funds in her suspense account. This money should count toward a future payment, not to principal as no note was written to apply the extra funds to principal.
*Housing counselor from XXXX XXXX , XXXX XXXX assisted XXXX with Loancare on XX/XX/XXXX determining that *Loancare was continuing to apply her payments to the wrong loan/account number.
*Loancare has ruined her credit needs to be repaired and corrected with no errors.
Proposed Resolution : *Correct the errors.
*Apply all misapplied payments to XXXX correct loan number.
*Correct and rectify the damages that have been made to the other Loancare account holder whos accounting must have been affected by having payments shown as made and then reversed leaving that homeowner in a web of confusion.
*Repair XXXX credit back to on time payment reporting for all payments.
*Provide XXXX with a credit report showing all errors have been corrected and any damages reversed. Correct credit score.
*Reverse any late fees as all were inaccurately charged to her.
*Apply the extra funds XXXX paid out of fear to her suspense account so that when the next payment is received, she is only to pay the difference between the suspense amount and a regular payment.
*Provide new accounting history and amounts reflecting corrections on XXXX account.
XXXX for taxes is incorrect. Provide an accurate XXXX.
XXXX uses automatic bill payer through her bank ( XXXX ). The table details both the amounts and dates that payments were made. XXXX has provided proof of payment documentation which she downloaded from her bank and is attaching at the end of this complaint.
Payment Date Payment Amount Comment XX/XX/XXXX {$1500.00} First payment to Loancare at this time Loancare had not sent me my account information and over the phone I was advised to make a payment to XXXX and loancare would handle the rest.
XX/XX/XXXX {$1500.00} When I made my XXXX Mortgage payment I still did not have my LoanCare account information. This payment was returned to me by XXXX XX/XX/XXXX {$1500.00} After speaking with my bank I re-paid my XXXX Mortgage to LoanCare XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1600.00} Timeline of events : XX/XX/XXXX Housing counselor called Loancare with XXXX and spoke with XXXX Per XXXX payment transaction history at Loancare reflects the following : XXXX payment was received on XX/XX/XXXX XXXX states that she sent it to XXXX XX/XX/XXXX no payment received XX/XX/XXXX loan shows is due for XXXX & XX/XX/XXXX payments - both XXXX XXXX XXXX posted on XX/XX/XXXX XX/XX/XXXX received XX/XX/XXXX ( XXXX says XXXX was the service transfer to Loancare XXXX returned the payment to XXXX ) XXXX XXXX payment received on XX/XX/XXXX XX/XX/XXXX payment received on XX/XX/XXXX XX/XX/XXXX no payment received XX/XX/XXXX -no payment received XX/XX/XXXX on XX/XX/XXXX 2 payments received applied to XXXX & XXXX ( research completed ) XX/XX/XXXX Previous research was done and applied funds found for XXXX & XXXX ( were posted to wrong loan number ) XX/XX/XXXX loan shows due for XX/XX/XXXX XXXX XXXX she paid on XX/XX/XXXX due to Loancare delays she was waiting to pay XX/XX/XXXX Issues & research done again XX/XX/XXXX - 3 payments received and applied to months of XXXX, XXXX & XX/XX/XXXX XX/XX/XXXX showing due for XX/XX/XXXX XX/XX/XXXX no payment showing received XX/XX/XXXX received payment and applied to XX/XX/XXXX XX/XX/XXXX payment not showing received ( XXXX acknowledges that 2 payments are still missing from Loancare XXXX XXXX acknowledge XXXX payment was made XX/XX/XXXX only because Loancare was trying to figure out. Any late fee was because of Loancares misapplied payments. ) Determined that the issue was : Payments that were made with bill pay were made to the previous loan # at XXXX XXXX XXXX put us on hold to see if even more additional payments have been applied to the wrong account # and he found that XX/XX/XXXX & XX/XX/XXXX were again applied to the wrong loan number while we were on the phone. They have XX/XX/XXXX & XX/XX/XXXX payments and he is applying to XXXX loan.
Why is it that Loancare has already conducted 2 separate researches and found the error but continued to apply future funds to the wrong account number?
What has happened to the homeowner who had funds applied to their account and have been pulled back on 3 separate occasions?
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| 03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with LoanCare , LLC. The option that I have chosen for payment of my property taxes is to pay into an escrow, and have a check disbursed to me to take to my County Treasurer and pay my property tax to the municipality that I live in.
On XX/XX/XXXX, LoanCare disbursed a check to me that was drawn from my escrow account. I received the check on XX/XX/XXXX. Upon review of the check that was disbursed, I realized that it was a two-party check, drafted to me, and to a municipality. The municipality identified on the check is not the one that I live in, it is in fact a city that is XXXX miles from my home.
I called on XX/XX/XXXX, and explained the situation to the representative that took the call. After several attempts to explain my issue, the person on the other end assured me that she understood and would resolve it. She claimed that she was going to put in the order for a new check, with the correct information, and that I should not use the one that had previously been disbursed. I was assured that it would be sent priority mail, and that I would have it during the week of XXXX XXXX. I did not receive anything.
I called on XX/XX/XXXX to find out what the status of the situation was. I spoke to a different representative that knew nothing of the situation. This person became argumentative, trying to tell me that they had already paid my property taxes. I explained the entire situation again, and emphasized that my taxes had not been paid, as I still had the erroneous check that I was promised a replacement for. This person said that they now understood, showed no record of previous resolution, and told me that they would submit the request for a new disbursement and it would be be submitted by XX/XX/XXXX.
I called on XX/XX/XXXX and spoke with XXXX. Once again, I had to explain the entire situation to help him to understand my problem, as there was not a record of the situation. XXXX assured me that he understood and that he would ensure that the order for a new disbursement was submitted by XX/XX/XXXX. I explained to XXXX that my property takes would be due on XX/XX/XXXX, and I was at risk to be delinquent and accrue penalties. He assured me that he understood and that I should submit any late fees/penalties to be incorporated into my escrow. I didn't think I should be responsible for that, but I simply wanted to have this resolved.
I called on XX/XX/XXXX, to find out the status, as I had not received a corrected check, nor any type of correspondence. I spoke with XXXX, who I had to explain the entire situation to. After my explanation, she told me that a check had been disbursed on XX/XX/XXXX. I expected this to be the resolution that I had been seeking. I had been in contact with the County Treasurer to explain the situation, and they documented all of my information, including correspondence with LoanCare and the erroneous check. I was also told that postal service was very slow and it might take a couple of weeks to receive the proper check.
On XX/XX/XXXX, I called again, as I had not yet received a corrected check, nor any type of confirmation or status update. I spoke with XXXX. I explained the entire situation again, and she put me on hold to look into it. After several times on hold and her returning to ask additional information, I was connected with XXXX. XXXX explained that she was in the " Escalation Line '' and would like to help me resolve the situation. I explained the entire situation to XXXX and she was very compassionate and explained that she totally understood and empathized with what I was going through. When I asked what explanation there was for the lies previously told to me through promises of resolution, she had no answer, but assured me that she wanted to get this resolved. We discussed the situation to ensure that all of the proper information would be included on the check ... she said she had looked up my property tax information on the county web portal, and I was feeling confident that I was talking with someone that would help me resolve this. XXXX explained that this situation would be escalated to the " Executive Tax Team '' and a correct check would be sent to me through priority overnight mail. She was even so bold to tell me that our conversation was happening early enough in the day that it would possibly be able to be processed the same day, but at the worst it would be addressed the next day ( XX/XX/XXXX ). I asked her if there was any way that I could receive confirmation that this was actually going to happen. She guided me to a spot on the LoanCare website to request notifications of completed tasks. I did this. I also asked how I should follow up, if nothing happens this time ... as it has been four months and six conversations ... each of which told me that it would be resolved. She told me that I could call and request to be transferred to the " Escalation Line ''.
Today is XX/XX/XXXX, and I have not received a corrected check, and I have not received any notifications. I am now delinquent on my property taxes, for the first time in XXXX years. This situation has never occurred and this is very frustrating to me.
I pay an amount, above my monthly mortgage payment, to be held to pay my property taxes each year. This money belongs to me, to be disbursed properly. This has not happened, and this company has essentially stolen that money, as there has been no resolution and I still owe the money for my property taxes.
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| 06/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Good afternoon, I was approved for a forbearance plan related to the covid-19 pandemic with LoanCare in XX/XX/XXXX.
In XX/XX/XXXX, I was ready to end the forbearance, and I received information from LoanCare regarding a Trial Period Plan for a mortgage modification. The three consecutive payments of {$840.00} were to be made in XXXX, XXXX and XX/XX/XXXX.
I made the {$840.00} payments on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX in XXXX to LoanCare according to the Trial Period Plan for the mortgage modification. After these payments, I was to wait for LoanCare to put together the new modification agreement While I waited, I would contact LoanCare every month to make sure no payments were needed from me, and they continued to tell me I had to wait for the agreement to be put together by their underwriting team and that I would receive it in the mail.
XX/XX/XXXX comes along and I received information regarding XXXX and the Michigan Homeowner Assistance Fund ( MIHAF ) Program. The program would help homeowners pay outstanding forbearance balances so I applied. I was approved, but in order to receiving the funding from the MIHAF program, I needed to remove myself from the mortgage modification process through LoanCare. I submitted a letter to LoanCare on XX/XX/XXXX, asking them to remove me from the modification process in order to receive the grant assistance from XXXX and the MIHAF Program. I was removed from the loan modification process.
It's now XX/XX/XXXX. LoanCare received the grant from the MIHAF Program totaling {$15000.00} on XX/XX/XXXX. The grant covered my LoanCare balance through XX/XX/XXXX. My XX/XX/XXXX and XX/XX/XXXX payments were my responsibility and I paid the balance of {$1800.00} on XX/XX/XXXX. My account is now current and my next payment is due on XX/XX/XXXX.
I was interested in refinancing last year ( XXXX ) due to the fact I have a lot of equity in my house, but after talking with XXXX XXXX from XXXX XXXX XXXX XXXX I knew I had to make those three trial payments before I could do so. Fast forward to XXXX of this year, I knew I had already made those payments and I was in the process of receiving the grant from the MIHAF Program. I was now ready to refinance. I had reached out to XXXX XXXX in the beginning of XXXX to get the process started.
To refinance, I have submitted an application, provided proof of paystubs, W2s and bank statements. I have even paid for the appraisal and had it scheduled to be done. Yesterday, XX/XX/XXXX, I received an email from XXXX XXXX stating that, Per Covid guidelines, Borrower must make 3 on time payments after the grant from XXXX which was applied to the mortgage on XX/XX/XXXX and they can not be pre-paid. Loan to be denied and they can re-apply after they have made the 3 on time payments ( payments start XX/XX/XXXX ). I am unsure as to why I have to make three more consecutive payments related to the grant I received because I had already made the three payments in XXXX for the forbearance with LoanCare.
I provided XXXX XXXX XXXX with documentation to back up my case to provide the underwriter. They were having a hard time understanding why I made the three consecutive payments according to the Trial Period Plan but then no payments were made after. I explained to XXXX that this was because I was waiting on LoanCare to provide me with the updated mortgage modification documents to sign. LoanCare specifically told me that no payments were required of me during that time because their underwriters were putting together the paperwork. I called LoanCare today, XX/XX/XXXX, around XXXX and spoke with XXXX XXXX confirm this. She said I was correct, and that the loan was being recalculated and reconfigured during this timeframe, therefore no payments were necessary after the trial period plan until I signed and LoanCare signed the new mortgage modification documents.
After providing this information to XXXX XXXX XXXX, there response was, " I think what you are not understanding is even though you made the 3 payments in XXXX you then stopped making payments. The guideline states you can not apply for refinancing if you have not made at least 3 scheduled payments. During Covid home owners were trying to start refinancing before they had made the required payments. They want to see at least 3 payments are made to show you can handle the mortgage payments again once out of forbearance. The forbearance was used to give relief to those struggling to make payments, by requiring at least 3 payments made the lenders could insure the homeowners were back on their feet and could continue to make payments. By making the payments and then stopping it appears you were not able to maintain payments, I understand it wasnt your fault that Loan Care didnt take your payments but there is nothing we can do to override the guidelines. '' According to these guidelines, the covid-19 forbearance rules and LoanCare 's modification process, I did what was asked of me. There are no guidelines to override. The guidelines were followed and most importantly, I was following the rules set in place of my mortgage servicer, LoanCare. I made the three consecutive payments in XXXX and was able to show I could handle the mortgage payments again. I followed LoanCare 's loan modification process after these trial payments were complete. LoanCare 's modification process and delay in turnaround time should not be held against me in this situation.
|
| 01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During XXXX I was forced to apply for the forbearance program that was offered due to my work situation. I later did a modification and entered into trial payments XXXX, XXXX and XXXX of XXXX which we completed and the modification was to be completed by signing off on those documents. We took everything to a notary as requested and mailed everything to Loan Care in a timely manner. We continued to make mortgage payments in XXXX and XXXX. We realized that we had not paid XXXX in error which was not considered late legally until the XXXX several weeks later, I believe XX/XX/XXXX, however, we were denied to make a payment online and ended up calling Loan Care to do it over the phone. We were told we could no longer make payments since the documents weren't notarized properly. This was the first time I heard of this issue. I asked what was wrong with the notarization but the representatives told me there were no notes attached. I then asked for a set of new documents to sign and was promised they would be sent to me.
This is were the problems started. We never received the new documents. Every couple of weeks I would call and get a different representative. I was always asked why I'm behind with payments and I had to explain every time that I'm not allowed to make payments due to Loan Care not sending me new documents. I started recording the phone calls every time I would request new documents. Someone was always telling me my case would be escalated and new documents would be sent but nobody ever sent anything. After 5 months of this going back and forth Loan Care recorded a notice of default on my home because they tell me I never signed any documents. Because of this I'm getting harassed from people calling/texting me all hours of the day claiming to be brokers and giving me cash offers or mortgage companies trying to take advantage. I'm also in the process of selling my home and it's listed as being in " pre foreclosure '' which is making it hard for me as people don't want to pay the value of the home since they think I need to sell it fast.
The issue was never that we couldn't pay. Loan Care wouldn't let us and I believe the situation happened because of their incompetence and negligence. I also believe what they are doing is against the Fair Debt Collection Practices Act. We are aware they have a lot of complaints against them by reading the reviews.
RECORDED PHONE CALLS TO LOAN CARE XX/XX/2022 ( XXXX minutes ) Loan Care claims documents were not notarized correctly We had somehow missed a payment after trial payments were finalized but caught the mistake and asked to make a double payment Loan Care never actually told us documents werent correctly notarized. We found this out when we tried to make a payment online and the system wouldnt allow us to pay ( XXXX XXXX ) Loan Care rep says new documents will be sent to complete the modification ( XXXX ) Loan Care admits its because of them not sending documents in time we are now behind with payments and unable to finalize modification XX/XX/2022 ( XXXX XXXX ) Because documents were never sent XXXX now asking them to be sent with a tracking number to make sure I receive them Requesting to know the problem with the notarized documents ( XXXX ) Loan Care representative tells us the case will be escalated and new documents will be sent.
Someone is supposed to call us back but never happened.
XX/XX/2022 ( XXXX XXXX ) XXXX told account is in active foreclosure status but foreclosure has not been scheduled.
( XXXX XXXX ) XXXX telling Loan Care weve been trying to make payments but but are denied to do so.
( XXXX XXXX ) Asking for documents to be resent.
( XXXX XXXX ) Asking representative why they are sending threats to foreclose while Im still in the process of doing a modification and asking to pay. Im told they have to by law.
Reminding them that weve asked several times for someone to call us back regarding the modification but nobody ever does.
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) Loan Care representative claims to have put in a request to reinstate and honor the first modification. XXXX will recalculate the terms and prepare new documents to send out to us. XXXX told this will take 4 days.
Loan Care claims notary information was missing on the documents. Once new documents have been re notarized and sent back to Loan Care they will put a hold on foreclosure process.
XX/XX/2022 ( XXXXXXXX XXXX ) XXXX asked why XXXX in foreclosure! Explaining once again that its because Loan Care doesnt send new documents and refusing to let us pay. We never received document after our last phone call.
( XXXX XXXX ) Loan Care representative tells us documents werent AT ALL notarized. Im now told I wont be receiving any new documents since they expired even though the representative in the previous call promised they would send them.
( XXXX XXXX ) asking for supervisor since were not getting anywhere ( XXXX XXXX ) Loan Care representative claims to have sent new documents every time weve requested them and has tracking numbers to prove it even though he told us earlier in the conversation that the only documents sent out with a tracking number was in XXXX, XXXX.
XX/XX/2022 ( XXXX XXXX ) We asked for a supervisor and employee ID of representative who just disappeared.
XXXX XXXX XXXX comes to the phone. We once again ask for a XXXX. XXXX who claims to be a supervisor comes to the phone.
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| 07/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home mortgage loan, previously serviced by XXXX, and was transferred to LoanCare , LLC effective XX/XX/XXXX. I received notification from XXXX of this in a letter dated XX/XX/XXXX. The letter stated that " All payments made on or after XX/XX/XXXX should be sent to Loan Care LLC at this address : XXXX XXXX XXXX, XXXX, PA XXXX ''. There was nothing in the letter referring to a new account number.
As instructed, my XXXX payment was sent through my bank XXXX in the amount of {$1200.00} and was cleared through the bank on XX/XX/XXXX. This payment, although processed and cashed by LoanCare LLC, has never been applied to my account and I am getting letters and notifications that I am delinquent, which is not the case. I have been in regular communication with them since this came to my attention on XX/XX/XXXX ( see below for documentation of these calls. ) They have acknowledged verbally that the payment was misdirected and each time I speak to someone they say it will be resolved, yet it never is. In the meantime, I'm receiving mortgage payment assistance notices and mortgage modification notices from the mortgage company due to my " failure to meet obligations ''. In their books, the first payment is not there so each subsequent payment is applied as if it is a month late. I am quite concerned that, since the 60 day grace period post-transfer has expired, this will affect my credit score. I seem to be getting nowhere with the company, even bumping it up to supervisor level.
Here is the record of my communication with LoanCare LLC : XX/XX/XXXX : Received first letter stating that my loan was overdue. I called and spoke with XXXX, who told me to email a bank statement showing the debit and sufficient funds in the account to cover. This was sent as directed to Payment Research@myloancare.com. I received an email back on the same day stating : We have received your inquiry and are assigning it to a representative for further review. Please note duplicate inquiries may prolong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number is [ number redacted ]. Please use this number in any further communication relating to your recently submitted email request. Please allow 2 business days for thorough research and resolution of your inquiry.
I never got any further communication from them, despite saying to allow 2 business days for research.
XX/XX/XXXX : After receiving another late letter dated XX/XX/XXXX, I called and spoke with XXXX. My XXXX payment cleared on XX/XX/XXXX, yet still showing that I was a month behind because my XXXX payment was still missing.
After this, I received another delinquency notice, dated XX/XX/XXXX, the same date that my payment supposedly cleared.
XX/XX/XXXX : Called LoanCare again, after receiving yet another delinquency notice dated XX/XX/XXXX. I dont have the name of the gentleman that I spoke with, but he looked into it and told me that the person that I spoke with last time applied my payment to the wrong account number. He said that the issue was now cleared up and my account would be shown up to date online by XX/XX/XXXX.
XX/XX/XXXX : Received another notice of missed mortgage payment. Called LoanCare and spoke with XXXX. She told me that the XXXX payment was still not processed, so everything is showing as if it is a month late. I asked to speak to a supervisor and was told that no one was available but that one would call me that evening.
Within an hour I did get a call from XXXX, a supervisor. He spent about 45 minutes on the phone with me, asking a lot of questions regarding current account number, past account number, ensuring check was sent to correct address ( it was ), etc. He said that he was able to locate the money under the old loan number and said Trust me we are on the right track and assured me that he would be able to take care of this.
XX/XX/XXXX : Payment is still not reflected on account and I now have gotten a phone call asking me to call to discuss the " delinquency '' of my account. I called again and spoke with XXXX. She looked at notes and told me that it would be resolved and show up corrected on my account by XX/XX/XXXX ( today ).
XX/XX/XXXX : I just checked my account and there has been no change ; the XXXX payment is still not reflected on the account.
As you can see from above, I have been diligent in my attempts to resolve this error on the part of the mortgage company, not mine! and have been unable to do so. I am very concerned that my credit score will be affected by this ; LoanCare LLC ( via XXXX in the XX/XX/XXXX call ) told me that they can not help it - that they must report it to credit bureau, but he would make sure to put a note in the file to explain This is not good enough. I have proof of payment from my bank XXXX for XXXX, XXXX, and XXXX ( and, in the coming days, XXXX. ) I am not delinquent and LoanCare has cashed all of these payments but has not applied one. I have spent many hours on the phone ( plus just as long holding for a human being to speak with ) and I need to get this resolved. I have given LoanCare numerous opportunities to fix this and they are unable to do so. I have paid my mortgage faithfully and on time for many, many years and have had previous mortgages transferred and have never had a problem. Please help me get this resolved before my credit takes a hit! Thank you!
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| 09/03/2020 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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SUMMARY OF COMPLAINT : This is a complaint regarding our Loancare Account based on XXXX Credit Dispute Results dated XX/XX/2020, which is still reporting inaccurate information that our Loancare Account is in forbearance. Loancare erroneously reported our account in forbearance back on XX/XX/2020, after we cancelled our forbearance request on XX/XX/2020. Loancare corrected their error by removing the forbearance status off our Loancare Account as of XX/XX/2020. But after 3 months later, XXXX is still reporting our Loancare Account is in forbearance status. Even after we disputed this inaccurate information directly with XXXX by submitting letters from Loancare stating they removed the forbearance status from our Account.
Therefore, we are demanding that our creditor, Loancare update our credit report directly with XXXX by accurately reporting our Loancare Account is not in forbearance and not deferred by instructing XXXX to update our credit report as follows : ( 1 ) our Loacare Account is CURRENTLY NOT IN XXXX BALANCE, ( 2 ) REMOVE all SPECIAL COMMENTS/COMMENTS ACCOUNT IN FORBEARANCE and ( 3 ) REMOVE DEFERRED in TERMS FREQUENCY.
COMPLAINT IN DETAIL : Credit Reporting Error : XXXX Credit Report - XXXX Is Currently Reporting Our Loancare Account As ACCOUNT IN FORBEARANCE and DEFERRED.
On XX/XX/2020, we submitted a credit dispute directly with XXXX to remove Comments Account in Forbearance and remove Deferred in Terms Frequency off our XXXX credit report by attaching letters from Loancare stating forbearance was removed off our Loancare Account. ( Please see Letters from Loancare Dated XXXX2020 and XXXX-2020 ).
On XX/XX/2020, XXXX completed their investigation and came back stating : This creditor is currently reporting a zero balance for this account. We have verified that this item has been reported correctly. ( See attached XXXX Dispute Results for Borrowers Dated XX/XX/2020 ).
As of XX/XX/2020, our XXXX Credit Report is still reporting erroneous information as follows : 1 ) In Terms Frequency : DEFERRED and 2 ) In Comments : ACCOUNT IN FORBEARANCE ( See attached XXXX Credit Reports for Borrowers Dated XX/XX/2020 ).
We are disputing this entirely since our Loancare Account is currently not in XXXX balance, not in forbearance nor deferred.
Our Loancare Account should never have been placed in forbearance status and all payments were continually made, but was due to your system error which your company has acknowledged.
Therefore, we are demanding our creditor, Loancare update our credit report directly with XXXX by accurately reporting our Loancare Account is : ( 1 ) currently not in XXXX balance, ( 2 ) instruct XXXX to remove all Comments Account In Forbearance and ( 3 ) remove Deferred in Terms Frequency.
This inaccurate information is negatively impacting our credit history and credit scores and is preventing us from working with any lenders on obtaining a business loan since it is reporting forbearance status on our Loancare Account.
Explanation for Correction of Error : Forbearance Status Was Removed Off Our Loancare Account As Of XX/XX/2020 And Is Currently NOT in XXXX Balance.
Our Loancare Account was never in forbearance and therefore, should never have been reported in forbearance status, but was due to your system error which your company have stated it automatically placed our account in forbearance even after we cancelled the forbearance on XX/XX/2020. Your system automatically reported on XX/XX/2020 to the credit reporting agencies, even after our forbearance was cancelled, which your company has acknowledged this system error.
On XX/XX/2020, your company recognized your system error had erroneously placed our Loancare Account in forbearance status and therefore, corrected the error and removed the forbearance off our Loancare Account ( See attached Letters from Loancare Dated XX/XX/2020 & XX/XX/2020 ). Therefore, our account should never have been placed in forbearance nor indicate any forbearance history.
Final Resolution : Loancare to Directly Instruct XXXX To Update Our Credit Report By : ( 1 ) Reporting Our Loancare Account is CURRENTLY NOT IN XXXX BALANCE, ( 2 ) REMOVE ALL SPECIAL COMMENTS/COMMENTS ACCOUNT IN FORBEARANCE and/or " CODE CP FORBEARANCE '' AND ( 3 ) REMOVE DEFERRED in Terms Frequency.
We are demanding a final resolution that your company accurately instruct XXXX to update our credit report as follows : 1. Report our ACCOUNT IS CURRENTLY NOT IN XXXX BALANCE, 2. REMOVE ALL COMMENTS ACCOUNT IN FORBEARANCE, AND 3. REMOVE DEFERRED IN TERMS FREQUENCY Please provide us a letter stating the above, that you have removed All Special Comments/ Comments Account in Forbearance and Deferred in Terms Frequency off our credit reports with XXXX . This letter will help us dispute any future inaccurate information directly with XXXX as deemed necessary.
Supporting Documents Please See Attached Documents : 1. XXXX Dispute Results for Borrower Dated XXXX-2020 2. XXXX Dispute Results for Co-Borrower Dated XXXX-2020 3. XXXX Credit Report for Borrower Dated XXXX2020 4. XXXX Credit Report for Co-Borrower Dated XXXX-2020 5. Letter from Loancare : Account Removed from Forbearance Dated XX/XX/2020 6. Letter from Loancare Removed Forbearance Dated XX/XX/2020 We look forward to an immediate and expedited resolution. We thank you in advance for your time and effort in concluding this matter.
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| 01/03/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX our mortgage company withdrew our payment of $XXXX. On XX/XX/XXXX our mortgage company contacted us indicating that they had not received a payment and that our loan was in default (our bank confirmed with us that the mortgage company did receive payment, they also indicated to us that the company had twice after on XX/XX/XXXX and XX/XX/XXXX tried to deduct the $XXXX causing our account to be overdrawn each time, until the overdraw was put back in our account). During that week we made several phone calls to our mortgage company, some were returned, some were not. Finally on XX/XX/XXXX after we had again advised them that we had, in fact, made our mortgage payment and were told to fax a copy of our bank statement showing payment was made. On XX/XX/XXXX at XXXX we faxed a copy of our bank statement showing that the company had withdrawn the money on XX/XX/XXXX (and received a transmission verification report), we were told it would take 24 hours to be processed. On XX/XX/XXXX and XX/XX/XXXX we contacted our mortgage company and each time were told that they did not receive the fax. We were told to email them a copy instead, therefore getting a ticket number which would indicate that they received the information. On XX/XX/XXXX at approximately XXXX our bank branch manager emailed the mortgage company a copy of our bank statement showing the payment was withdrawn. At XXXX that same day he received a ticket number back indicating that the email was received by the company. OnXX/XX/XXXX we called the company for two reasons 1) to make our next mortgage payment and 2) to make sure they updated our mortgage information to show the previous payment was withdrawn. We were told that we could NOT make a mortgage payment as we had missed our last payment and were in default of our agreement. The only way we could make a payment is by making the current and "past due" payment immediately. We refused stating that we would pay the current payment, however that we had submitted, via fax and email, proof of payment. We were told that they did not see any fax received from us, even when we had verification the fax was transmitted and that the email they received was unable to be open since it was sent from our bank (encrypted). At no time after they received the email did the company try to contact us or our bank manager to advise they were unable to open the information. We were told to email an unencrypted copy of our bank information from our personal email. Although we were uncomfortable doing this, we emailed our company the bank statement on XX/XX/XXXX at XXXX and received a ticket number indicating they received the email at XXXX. On Saturday, XX/XX/XXXX a man was observed taking photographs of our house. When he was confronted he indicated he was a field surveyor sent by our loan company and had taped a letter from them to our garage door indicating that we were in default on our loan and were in danger of foreclosure. Also while being asked what he was doing the man stated "if you look on XXXX XXXX XXXX your home is already on there and they didn't need to ask your permission either". At no time did we state he needed our permission, just that we wanted to know who he was and what he was doing and that it had frightened us to see a stranger taking photos of the house. On XX/XX/XXXX we again contacted our mortgage company regarding this and were told we needed to provide proof that the money had been taken out of our account, when advised that we had already emailed that and provided the ticket number we were told the only way to rectify this was to now go to our bank and call them (the mortgage company) back while at the bank so they can confirm the information. At approximately XXXX once the bank had opened we sat down with our branch manger and called the mortgage company. We were placed on hold until a recording came on to leave a number where we could be reached for them to call back (no option to continue to hold). Our branch manger left his number and indicated to us that as soon as he hears back from them we will hear from him. At the close of business today, he had not heard back. On XX/XX/XXXX at XXXX we also emailed the mortgage company again with our entire withdrawal statement for the entire month of XXXX, again showing the withdrawal of XXXX on XX/XX/XXXX and at XXXX XXXX received another ticket number. Also on XX/XX/XXXX we received a letter in the mail indicating that we were now in default on our loan and that if we did not make payment of XXXX by XX/XX/XXXX that the entire remaining balance of our mortgage would be due, in full, immediately and we would lose our home. More often than not when we try to reach the mortgage company by phone we are unable to get through, either we are on hold so long that we reach a recording, like we did while sitting with our bank on XX/XX/XXXX, that due to a high call volume we need to leave a number where we can be reached at for a call back with no option to continue to hold for someone; or we get a recording stating that if we are hearing this recording during normal business hours of XXXX-XXXX eastern, they apologize, if we are hearing this recording outside of those hours, to call back during business hours then the call disconnects, no option to talk to anyone, leave a message, or leave a number just a short terse message and a disconnect.
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| 10/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My former husband and I got a loan from XXXX XXXX in XXXX to purchase our home. XXXX XXXX sold our loan to LoanCare of XXXX XXXX, Virginia. I have been trying to pay down the principal and pay off the balance of my loan with LoanCare with the proceeds of my home insurance policy for several months now, and have been having a lot of difficulty doing so.
In XXXX my former husband and I both filed ChXXXX bankruptcy and our obligation to pay the LoanCare loan was discharged. We wanted to keep our home and avoid foreclosure, so we continued to make payments on the loan. We then got a divorce in XXXX of XXXX. The divorce decree required him to give me the house and for me to make future payments, so he deeded over all of his ownership and other interest in my home in XXXX of XXXX. I continued to make payments to LoanCare on my own after the divorce, so that my son and I could continue to live there and avoid foreclosure.
In XX/XX/XXXX my home was totally destroyed by fire. I filed a claim with my home insurance company, XXXX XXXX headquartered in XXXX, Iowa. I tried to explain to the LoanCare Customer Service department many, many times, that I did not intend to rebuild my home and I would simply pay off the account once my insurance claim was paid. However, rather than any acknowledgment of what had happened or any effort to work with me regarding the insurance proceeds I received, I simply received a series of identical form letters, stating that I needed to repair my property in order to avoid foreclosure. I moved in with my parents after the fire, where I have been living ever since. I have been unable to afford rent since I continued to make monthly payments to LoanCare pending payment from the insurance company.
The claims process took longer than expected, but I received a partial payment of {$88000.00} dated XX/XX/XXXX. The check was made payable to myself and LoanCare as the loss payee. My ex husband was not included on the check because I explained to XXXX XXXX that he no longer had any interest in the house and had been discharged from any obligation on the loan. XXXX confirmed what I told them and then made the check payable to me and to LoanCare only, since my ex husband no longer had any insurable interest. In addition, my ex husband and I have recently been through a contentious custody dispute and he refuses to communicate with me. He will not respond to texts, calls or emails, and he refuses to cooperate with me in any way regarding the care of our son or the payment of the account secured by the house, so he would never have endorsed a check if it had been made payable to him.
I endorsed the XXXX insurance check and sent it in to LoanCare with a request that they apply the payment to the principal balance of my loan. The balance at the time was {$94000.00}, and my goal was to reduce the principal as much as possible so that the interest I was paying would be on a much lower principal amount going forward. I was told at the time that LoanCare was holding the payment in a restricted escrow account and would not apply it to reduce the principal until I paid them enough to pay off the balance in full. I therefore continued to make monthly payments on the entire outstanding balance.
XXXX XXXX required that the house be completely demolished before they would finalize the claims process. The house was demolished at the end of XX/XX/XXXX, and XXXX sent me a second and final check dated XX/XX/XXXX for {$36000.00}. Again, it was made payable to myself and LoanCare only. My ex husband was not on the check. I again endorsed the check and sent it in to LoanCare with a request that they pay off my account balance, believing that they would now apply it as I requested since I had paid them more than enough to pay off the entire balance. However, the LoanCare Customer Service department contacted me last Tuesday, XX/XX/XXXX, XXXX, and told me that my ex husband would need to agree with how the proceeds were to be applied, and that he would need to give them written permission to apply the proceeds to pay off the account. This was the first time I had ever been told this in the entire time that I have been trying to get LoanCare to apply my home insurance proceeds to the outstanding balance of my account.
I dont understand why my ex husbands permission is required in order for me to have the insurance proceeds applied to my account as I have requested. My ex husband does not owe LoanCare anything on the loan because of his bankruptcy. He has no interest in the home securing the loan because he deeded his interest over to me. The insurance company didn't make the check payable to him, only to me and to LoanCare. ( If the checks had been made payable to him as well, he would not have endorsed either of them and I would never have been able to give the insurance payments to LoanCare. ) The payments to LoanCare came from me, not from him, and I dont think that his refusal to cooperate with me and give me permission to have the insurance proceeds applied as I have requested should result in me not being able to pay off the loan and for the insurance proceeds of {$120000.00} to simply sit in escrow indefinitely, instead of being applied as requested so that I can stop paying the interest that continues to accrue.
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| 10/15/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am a XXXX XXXX service member who has been paying my mortgage since XX/XX/XXXX that currently located in XXXX XXXX, Florida and was in good standing with XXXX XXXX. In XX/XX/XXXX I was XXXX overseas in XXXX XXXX. At the end of XXXX I was given XXXX to proceed to XXXX XXXX, XXXX XXXX for a period of a year. During my move I was not receiving my mail which is normal process during a military move. Apparently my escrow increased changed and I was not aware because I wasn't receiving my correspondence. Later in XX/XX/XXXX I received my backlog of correspondence and found that my mortgage payments were being rejected as they were being sent via military allotment. I received 3 checks from XXXX XXXX which I did not understand why. I called the mortgage company in XX/XX/XXXX and it was explained to me that my military allotment was being rejected because the payment was approximately XXXX dollars short due the escrow increase. Because I was in the middle of a military move I was unaware of the increase and not able to adjust my payments. During my phone conversation with XXXX told me that I needed to pay a total of {$6500.00} but because I'd had only received a few checks from XXXX I only had a total of {$3500.00} because the other checks that were rejected had not been received. Additionally, I did not have the money to make up the difference until I received the checks. I was in a financial bind because I was stationed in XXXX XXXX and my family was living in XXXX which was I had to pay for two household on one income. XXXX XXXX gave me a couple of weeks in order to wait on the rejected checks which did not I did not receive in time and after continuous calls to communicate that I have not received the rejected checks I was told that I my mortgage had been transferred to collections. At this point my only options were to pay the entire amount with penalties or to file a loan modification. At this point I was very frustrated and XXXX XXXX were some of the rudest people and I was made to feel very low. This situation happened to me all because I'm a military member and my military move, I was in good standing before my move. After losing faith with XXXX XXXX and unable to pay the total amount they were requesting to bring my mortgage into good standing I stopped communication and lost faith that I could save my home. In XX/XX/XXXX I received a notification that my mortgage was sold to LoanCare, on the letter it stated that my payment was due on approximately XX/XX/XXXX and was approximately {$1200.00}. I was excited because I thought that I was going to be able to begin making payments again in order to save my house, but after calling LoanCare that was not the case. Their correspondence they sent me were very misleading. In XX/XX/XXXX I began talking with a financial counselor and they suggested I do a loan modification with LoanCare. I talked with LoanCare and they guided me on how to submit the loan modification package, it was submitted in multiple times until the package was to their liking. During the many phone conversations with LoanCare they asked for my mailing address every time to update their system. At that point I would provide my mailing address in XXXX, again this happened a lot. In XX/XX/XXXX after calling LoanCare for a status of my loan modification I was told that it was approved and that my contract was going to be mailed to me. I was told to begin making payments to on XX/XX/XXXX and I did. While making the payment on XXXX XXXX I told the customer service agent that I still had not seen the documents for signature. The agent suggested that I wait a few more days and call back if not received. I made several calls and found out in XXXX that the mortgage documents were sent to the property address in Florida even after all the calls where I gave my mailing address to them to update their system. During this time I continued to make mortgage payments which occurred onXX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX I spoke to my property manager to verify that my documents were received and they were forwarded to me by my property manager and received on XX/XX/XXXX. I made an appointment with the notary on XXXX XXXX the next week and my wife and I both signed the documents. I faxed the documents to LoanCare on and made follow-up calls and was told that they had not been received but that it takes a couple of days to show on my record because the fax goes to a central location where they are processed in. This happened at least three times where I was told they were not received. After several attempts I was told because they had not received the documents I need to re-apply even though I was still making the payments. This could of been avoided if LoanCare would of sent the documents to my mailing address in XXXX. In XXXX I re-applied for a loan modification and after several attempts and different documents LoanCare accepted my package in early XX/XX/XXXX. Though my application was denied and sold on XX/XX/XXXX. This has been a frustrating and embarrassing ordeal which all occurred because of a military move and bad customer service. I'm writing this complaint in hopes that something can be resolved. I've been in contact with my VA representative and they have been little help.
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| 03/26/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I'm currently a XXXX XXXX working overseas in XXXX. Due to local real estate loses, we determined with the help of a lawyer to request a short-sale on our home at XXXX XXXX XXXX, XXXX RI. The short sale was approved by FHA and our mortgage company XXXX XXXX XXXX ( XXXX ) and processed on about XX/XX/XXXX. Our lawyer in Rhode Island XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, RI XXXX performed the short-sale on our behalf as power of attorney. About one week later, the mortgage company sold the mortgage to a 3rd party, XXXX XXXX. This company continues to show our loan in arrears ( 15 months overdue, XXXX owed ), and is reporting this to all credit bureaus. As a holder of a military security clearance, this has significant potential to impact my ability to maintain the clearance and my job.
Here is the approximate timeline : On XX/XX/XXXX- We recd email from our lawyer that our mortgage company XXXX had approved the short sale, and it was to be recorded on Tues XX/XX/XXXX.
On XX/XX/XXXX we received this email : " Congratulations! We will send you a closing package with documents pertaining to your short sale as soon as the deed is recorded .... '' XX/XX/XXXX- Email from the lawyer receiving documents for Deeds of the closing.
XX/XX/XXXX- Debt Validation letter from Loan Care with delinquent balance due.
On XX/XX/XXXX We recd our short year escrow analysis statement form XXXX XXXX XXXX On XX/XX/XXXX- We recd letter from XXXX XXXX XXXX stating they were transferring our loan to Loan Care.
On XX/XX/XXXX and every month since, we have recd monthly statement from LoanCare with past due balance.
On XX/XX/XXXX- We sent email to our lawyer stating that we continued to receive statement from mortgage company showing arrears. They replied that our file was closed and the sale had been completed.
On XX/XX/XXXX - We received this from our lawyer : " You were notified by mail to XXXX that the loan had been serviced out to another company, LoanCare right around the date of our closing. We have been working to get the loan discharged. This is the bank 's responsibility and they have shirked on it due to the timing of your closing and the service out. For reasons related to the buyer of your property, who is a client of ours, we have to follow through to make sure the discharge is recorded by the bank.
Once this happens, you will have proof your loan is fully paid off. Getting through to the new servicer is like breaking through the iron curtain, but it has to get done immediately. I will keep you posted. '' On XX/XX/XXXX- We recd email from XXXX stating they could not help us with our loan question From : Customer Service [ XXXX ] Sent : Saturday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; Subject : [ Non-DoD Source ] RE : RE : XXXX XXXX XXXX still reporting delinquent ( XXXX ) REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us.
SUBJECT : RE : XXXX XXXX XXXX still reporting delinquent Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Our records indicate your online access has been revoked due to the current status of your loan. If you have questions please contact our Loan Counselors at XXXX. Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance, or have additional questions, please submit a new request by visiting our website and logging into your account.
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX On XX/XX/XXXX - We received email from loan care stating Escrow Disbursements had been made on our behalf in the amount of {$1000.00} ( City of XXXX RI Taxes ).
XXXXXXX XXXXXXXXXXXXYour loan number is XXXX.The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : {$1000.00} Disbursement Description : City Taxes If you no longer wish to receive this email notification, please unsubscribe XXXXXXX XXXX XXXX XXXX .Please do not reply to this message. This email is an automated notification, which is unable to receive replies.Please contact us directly via www.myloancare.com/.XXXX XXXXXXX XXXX to this message will not be read or responded to.NMLS # XXXXNOTICE : The information contained in this message is proprietary and/orconfidential and may be privileged. If you are not the intended recipient ofthis communication, you are hereby notified to : ( i ) delete the message and allcopies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately.
Bottom line : - We have closing documents and HUD-1 statement from XXXX showing the short sale was final on XX/XX/XXXX - We've continued to receive monthly statements from XXXX XXXX company with a balance due, and are having this reported monthly as " lates '' on our credit report.
- Rhode Island state escrow payments are being made on my behalf.
- The house is currently occupied by the new owner. I'm concerned who actually owns the house, who should be insuring it, and has liability - I am concerned about the risk of foreclosure.
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| 07/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Loancare initiated the transfer of servicing my mortgage without publishing the new account numbers they established, resulting in Loancare misapplying two of my payments. Currently, I still have one payment that Loancare has not applied to my account, and I am facing the end of the 60-day period that late fee and negative credit reporting are suspended following a mortgage servicing transfer. I fear that my credit will be negatively impacted due to Loancares poor execution of the transfer of servicing of my mortgage. Due to extremely unresponsive customer service, I have spent many hours on the phone, researching the Loancare website, and writing email messages without adequate resolution to my problem. The servicing of my mortgage transferred from XXXX to Loancare on XX/XX/2019. I received a letter from XXXX approximately a week before the loan servicing transferred announcing the change of mortgage loan servicer. There was no mention in the XXXX letter of a change in the account number, but the letter did provide a new address to send payments. I changed the payment address in the bill pay system provided by my bank, XXXX XXXX XXXX XXXX. The XXXX website indicated that the for the XXXX payment check was cashed on XXXX XX/XX/2019.
On XXXX XX/XX/2019, I received two letters from Loancare. One letter was a notice of late payment, and the other was a letter that provided my new account number. When I called the Loancare customer service number, the recording indicated that the new account numbers were sent out on XXXX XX/XX/2019, nearly a month after the first payment was due to Loancare. I suggest that a better technique would have been to send the new accounts out before a payment was due to avoid the chaos that would result in having to track payments to the proper accounts without the correct account numbers. I then updated the account number in the XXXX payment system, but since XXXX mailed the check for the XXXX payment on XXXX XX/XX/2019, I am not sure if XXXX had already printed the check with the old account number.
I then attempted to call the customer service number several times but was not able to get through to a representative. I then sent an email through the interface on the Loancare website and included an image of the check Loancare cashed on XXXX XXXX. I never received a response to the email or to a second email I sent as a followup. I have received robocalls every day or two on my work phone telling me to call Loancare, but on most occasions the I was not able to speak to a representative due to the call volume or being put on hold for an excessive period of time. The system once asked for a call back number, which I provided, but I did not receive a callback.
On about XXXX XX/XX/2019, I was able to speak with a representative who told me she found my payment applied to a different account and that Loancare would correct the error by XXXX XXXX. They did not correct the error by XXXX XXXX, but after a couple more attempts to contact Loancare I saw the XXXX payment was applied on XXXX XX/XX/2019 on the Loancare website. The XXXX payment had not yet posted on XXXX XX/XX/2019.
On XXXX XXXX, I received a letter from Loancare saying that I was two months delinquent on my account. When I called Loancare, the representative said that they had found the second payment ( due in XX/XX/2019 ) but that it was being applied to the wrong account. They said Loancare would apply the XXXX payment to my account by XXXX XXXX. I also spoke to a manager and requested a letter documenting that any late payment information about my account was due to Loancare misapplying my payments. She said that Loancare normally did not provide such letters, but she would put in a request for me to receive a letter.
On XXXX XXXX I checked my account and noticed that the XXXX payment had not been applied. I called Loancare ( I was able to get through to a representative immediately this time ) who told me the accounting department was backlogged due to the volume of the XXXX transfer and my payment would be posted by Monday. I then asked how they would be able to post the payment on Monday when they had not even cashed the check for the XXXX payment yet. The representative then indicated that the accounting department might be attempting to apply the XXXX payment twice. My bank, XXXX, indicates that they sent the XXXX payment on XXXX XX/XX/2019 and that it should have arrived by XXXX XXXX. I asked the representative if I should cancel the XXXX payment check and submit another payment, but she said that if I did that and Loancare attempted to cash the original check I would have to pay an insufficient funds fee. I asked her for a solution that I could use to get my payment posted before the first of XXXX ( 60 days after the servicing transfer ) when late fees and negative credit reporting would apply. She could not offer me a solution. I asked to speak to a manager. The representative said no managers were available, but I would receive a callback. I have not received a call back in the 3 hours since the call ended.
I request help from the Consumer Financial Protection Bureau to resolve this issue as my expenditure of considerable time and energy has failed to achieve a resolution.
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| 10/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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The purposes of my complaint are to inform CFPB of LoanCares poor customer service, predatory loan practices, and to dispute information that LoanCare ( or XXXX XXXX XXXX XXXX ) reported on my credit reports with all three major credit reporting agencies, XXXX, XXXX XXXX and XXXX, that my mortgage payments from XX/XX/2021 through XX/XX/2021 were paid late.
Effective on XX/XX/2021, LoanCare approved a modification of my mortgage loan. However, I received inaccurate information from LoanCare customer service representatives before, during and after the application process for the loan modification that adversely impacted my credit. For example, in early XX/XX/2021, a customer service representative told me that I did not need to continue to pay my mortgage during the application process. She transferred funds from my escrow account to pay my mortgage in error. When I reviewed my account on MyLoanCares website, I saw two misapplication reversals in the amounts of {$1600.00} and {$1600.00} dated XX/XX/2021. I made an inquiry to a LoanCare supervisor through the website. An electronic copy of this inquiry is attached to this complaint. The supervisor contacted me by telephone and informed me that my mortgage should not have been paid from funds from my escrow account and that the fees were reversed. She assured me that she would make the necessary corrections and LoanCares error would not have any adverse impact on my credit. However, my mortgage payment was reported to all credit bureaus as late because of the false information that I received from LoanCare staff. Due to my receipt of false information from the customer service representative, my mortgage for the months of XX/XX/2021 and XX/XX/2021 were paid by cashiers check in the amount of {$2800.00} on or about XX/XX/2021. LoanCare cashed the check on XX/XX/2021. A copy of this XXXX XXXX cashiers check is provided as an attachment to this complaint. During the application process, my online account was disabled and I was prevented from paying my mortgage online. Customer service representatives also informed me that any information shown on LoanCares website would be inaccurate pending completion of the loan modification process. They said that the process would not be fully completed until late XX/XX/2021 because certain documents had to be filed with the state ( District of Columbia ) and with the U.S. Department of Housing and Development ( HUD ). Although I paid my mortgage on a consistent basis, the receipt of this inaccurate information resulted in a domino effect of my mortgage being reported as paid late to the credit bureaus from XX/XX/2021 to XX/XX/2021. I believe that LoanCare engages in deceptive and predatory loan practices because I was provided false information deliberately to sabotage my efforts to restore my credit. For example, I spoke with several LoanCare representatives who told me that I did not need to continue to pay my mortgage during the loan modification process. However, I received conflicting information from a LoanCare supervisor who said that I should continue to pay my mortgage in a timely manner. Additionally, LoanCare added unknown fees to my account and reported them to the credit bureaus as unpaid although I have never been informed by LoanCare why I am being charged such fees. For instance, I filed a complaint with the CFPB about a {$750.00} attorney fee that LoanCare charged to my account recently in error. LoanCare is preventing me from being able to improve my credit and refinance my mortgage loan with a different lender due to their unfair practices.
In XX/XX/2021, I had mold remediation work completed in my basement that entailed the removal of all of the walls, insulation and baseboard because they were saturated with harmful mold and moisture. Completion of this project was essential because my son has XXXX and both my son and I were experiencing physical symptoms from the mold such as XXXX, XXXX, XXXX, XXXX XXXX and fatigue. However, the removal of the walls, insulation and baseboard resulted in pests, such as mice and large rats, being able to enter my home through the basement easily. I recently applied for a home improvement loan from my credit union and another lender to remodel the basement, including installing drywall and baseboard, to prevent the entry of pests into my home. I was turned down for the loans because of the adverse information that LoanCare put on my credit reports. This matter is very stressful for me because I need funds to remodel my basement to prevent the continued entry of unsanitary and destructive pests in my home. This is a crisis that presents a serious and dangerous health and safety issue for myself and my son that will likely get significantly worse during the winter months. Due to the adverse information that LoanCare reported to all of the credit bureaus, it will make it difficult or impossible to obtain other housing for safety reasons. I am especially concerned that it will take 90 days or longer for LoanCare to make corrections to my credit report. Therefore, my son and I will be forced to live in an uncomfortable and unsafe home environment because of LoanCares predatory practices and poor customer service.
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| 09/23/2020 |
Yes |
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- Trouble during payment process
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Web |
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My Escrow Analysis is incorrect and I believe this is due to a computer error. I have repeatedly asked for it to be corrected over the last 30 days to no avail and with no follow up from LoanCare. I need a person to look at the escrow account. Im asking for this to be corrected as it is a mistake on LoanCares part. In addition I suspect this is a systemic error that may be happening to other customers.
On XX/XX/2020, I received my Escrow Analysis Statement. The Escrow Analysis Statement predicts an escrow shortfall of - {$0.00} as of XX/XX/XXXX. For some reason, it is deducting my county taxes twice, once in XXXX and once in XXXX. The shortfall is caused by the system deducting the taxes in XXXX.
The system seems to think my taxes are going to be {$11000.00} to {$12000.00} because it is counting them twice. THIS IS INCORRECT.
According to my tax bill notice that I received from XXXX XXXX and that are due in XXXX, at most my taxes will be {$5200.00}.
Because the taxes are being incorrectly accounted for, the system predicts that I will have a total shortfall of {$5000.00}. To make up for this predicted shortfall, LoanCare is changing my monthly escrow payment from {$560.00} to {$990.00}, for an increase of {$420.00}. My total monthly payment would change from {$1800.00} to {$2200.00} a month starting in XXXX.
To be clear my taxes were not paid in XXXX and my current escrow balance as of XX/XX/XXXX, is {$4900.00}. All disbursements for XXXX have been made. At no point will I have a negative balance.
If I continue to pay my old escrow payment of {$560.00} each month in XXXX and in XXXX, then I will have {$6100.00} in XXXX which would be at minimum {$810.00} more than is needed to pay the county tax bill and would be the remaining balance in the escrow account as of XX/XX/XXXX.
My hazard insurance premium paid now in XXXX was {$880.00}. If we add that to my estimated county tax bill of {$5200.00} for a total of {$6100.00}, then : My minimum required escrow balance would be {$1000.00}.
As of XX/XX/XXXX, I would have a shortage of {$210.00} which could be collected in a one time payment and my monthly escrow payment could remain the same, or the monthly escrow payment could be increased to {$600.00} a month, bringing my total monthly payment to {$1800.00}.
Upon receipt of my escrow analysis on XX/XX/2020 I called LoanCare to point out the error. I was advised to submit a request online to have the escrow account re analyzed which I did. I received an automated reply from their system that they would look into my issue.
On XX/XX/2020 I called LoanCare to follow up on my request as it had been 3 weeks and I had not heard from LoanCare at all. At that time, the customer representative informed me that my ticket had been closed as the escrow analysis did not show any change. I again explained the issue and the representative indicated that my taxes had gone up by about {$5000.00} and that I needed to have {$1100.00} minimum in my escrow account. I told her this was incorrect as that was much higher than the amount listed on my escrow analysis which states that the minimum balance could not be less than {$980.00}. After looking at my account a bit further the representative advised she would submit another request to hace my escrow account analyzed again and that it would take about a week to do so.
LoanCare did not call me back to discuss the escrow account. On XX/XX/2020 I called LoanCare again to follow up. I connected with one representative who put me on hold and was then disconnected. I called a second time and spoke to another representative who initially said that my second request for escrow analysis had also been closed as there were no changes. When I pushed back on that, the representative did a little more research and told me that he had been told that the escrow analysis could not be changed until after the taxes were paid on XX/XX/2020 to ensure there was enough funds to pay the county taxes. I told him I found that to be ridiculous as the escrow analysis was wrong and I need them to correct it. They have no problem raising my escrow payment but wont correct a mistake and calculate the correct amount.
That agent has also promised to look into the issue but only after I said I was left with no other remedy to file a complaint with the CFPB.
We again discussed that he sees my taxes have increased by about {$5000.00}, but I again pointed out that doesnt match my estimated county tax bill. He asked me to submit that through the online customer service portal, which I did with a briefer version of the explanation provided here.
I have yet to hear back and have zero faith LoanCare will correct this mistake or contact me. I strongly suspect this is a simple computer error because if you take the time to look at the facts, the escrow analysis has multiple inaccuracies. All I need is a person to take a good look at this and potentially correct the system error, but so far no one seems to do that. Im concerned, not just for myself, but if Im correct and it is a computer error, how many other customers are being provided with inaccurate escrow analysis statements? I felt I have no choice but to submit this complaint.
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| 05/02/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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I received my mortgage through XXXX XXXX in XXXX XXXX . My loan was a FHA Loan at a fixed interest rate. My mortgage included the loan payment plus the taxes. I was told that I was responsible for my insurance. In fact, I was instructed to come to the Closing with proof of my Home Owner 's Insurance. I was told that that is one of the requ irements for the FHA Loan ; I did as instructed. Before the Closing, I spoke with XXXX XXXX , the Loan Manager , about my interest rate of 6 % and asked for it to be reduced ; but, he said he could not reduce it yet. XXXX XXXX promised me that if the mortgage was paid on time f or two ye ars, he would roll me into a lower interest rate based on the fact that the loan was an FHA loan. He used a special term for the process but, I can not remember what it is. He said the loan did not have to be refinanced. Shortly after the Closing, Lend America went out of business. My loan was assigned to Loancare XXXX . I noticed that my payments were gradually increasing. When I contacted Loancare Services to enquire why my payments were increasing, I was told that I did not have Home Owner 's Insurance on the property. I called XXXX XXXX who was my Home Insurance Broker and told the representative and she sent proof to Loancare XXXX to show that I have always had insurance on the property. The representative of XXXX XXXX said she sent the same information five ti mes to Loancare XXXX . However, Loancare XXXX refused to stop the insurance that they had taken out. They kept adding insurance on my mortgage until the amount became too much for me to pay. I kept calling and spoke with several of their Customer Service Representatives w ho did not care and were very rude. In fact, one of the Representative laughed and told me to do whatever I want to. According to the Representative, the insurance I had was not for the same house because the address of the house I insured was located on XXXX , NY XXXX but the correct address is located on XXXX , NY XXXX . I explained to the Representative that during the Closing we were told that in order for us to receive our mails we have to use XXXX , NY because the XXXX Post Office was a small post office with only person working there so they did not deliver mail to my area. The Representatives re fused to listen. After two year s, I also called Loancare XXXX and advised them of XXXX XXXX XXXX promise to me to lower my interest rate if I paid on time for two ye ars. I asked for my interest rate to be lowered but was told that they could not do that. I also called Loancare XXXX and told the Representative that XXXX XXXX XXXX name needs to be removed from the loan and the house because we went to court and the judge ordered that. The Representative said sorry there is nothing she can do about that. I received no assistance at all from Loancare XXXX . Several years ago, I tried to refinance the mortgage. I was given a private person who would not charge as much as the bank. When she reviewed my mortgage, she asked what is " Overage. '' I told her I did not know. She said I was paying a lot of money to " Overage. '' She said she needed to know what I was paying for so she could continue to pay on the new mortgage. When we called Loancare XXXX , the Representative told her, she did not know what was included in " Overage. ' ' That deal fell through. The lady said in the history of her career, she has never seen another mortgage as messed up as mine. I am not sure who my Mortgage Company is because while I was in court with Loancare XXXX , my mortgage statements were being sent to me by XXXX XXXX . About three years ago, one Sunday I went to church and when I returned, my neighbor came to me and said two XXXX men with a XXXX XXXX and XXXX at the side of their heads came to him and asked him if I live in the house. He said he told them, " Yes, I live there with my son. '' But, they tried to convince him that I do not live in the house. The XXXX men asked my neighbor where was I. My neighbor said that he told them that maybe I went to church. They said no, I do not live in the house. Finally, they asked my neighbor to sign a paper saying I live in the house. My neighbor said he felt they were trying to trick him because why would they want him to sign a paper saying I live in the house when they were trying to convince him all long that I do not live in the house. My neighbor refused to sign any thing. XXXX XXXX , the lawyer who is working on my case, gave me a copy of the last letter that was sent to her from the Bank Lawyer. The letter dated XXXX states that they submitted a letter of Entry to the County Clerk on X/X/XX . XXXX XXXX just received the letter XXXX . Why was that information withheld from my lawyer for so long? Recently, I received a letter from a lawyer from down south informing me of a Class Action Suit against Loancare XXXX because of them adding home owner 's insurance on houses where there is insurance already. This seems to be a common pra ctice of Loancare XXXXXXXX .
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| 02/01/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I hope CFPB will look at this complaint against Loancare as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and, frankly, malicious business practices.
Issue : Failure to refund prepaying of XXXX property taxes ( which were paid in XXXX XXXX ) This is a complaint against Loancare LLC for failure to refund our XXXX prepaid property taxes in excess of {$8000.00}. We notified Loancare of the prepayment in XX/XX/XXXX, and provided a copy of our payment receipt, and have contacted Loancare over 20 times since XX/XX/XXXX regarding the status of our refund with no resolution. We are continually told by ( usually ) nice customer service representatives that they just can not understand why we havent received our refund yet and are elevating our issue, and yet we never receive a response nor a refund. I actually spoke to a supposed supervisor ( XXXX, employee ID number possibly XXXX, XXXX, or XXXX ) in XXXX XXXX who confirmed Loancare had all it needed and the refund had been approved. XXXX then said he sent an email, while I was on the phone with him, directly to the person in the escrow department who could initiate our refund. XXXX finally said that he would personally call or email me by COB the next business day informing me of when we would receive our refund And once again, absolutely no further communication from XXXX or anyone else at Loancare and no refund. I called customer service again in early XX/XX/XXXX and the very nice customer service rep ( XXXX ) that I spoke with actually read some notes from that last exchange with XXXX that apparently said he did send an email to me the next day with the status and anticipated refund date never happened, no email and no refund received.
The few times I contacted Loancare via email I received, first, an email response stating the issue was resolved even though Id heard nothing from Loancare whatsoever. The other times I received no response at all so I opted instead to call customer service.
Like many others, we prepaid our XXXX property taxes in XX/XX/XXXX ( prior to the IRS issuing guidance that this did no good for tax purposes ) and we are still waiting for Loancare to give us back our monies owed. I reached out to Loancare immediately in XX/XX/XXXX asking what they needed from us and was told to email a copy of the receipt showing our prepatent, which I did in late XX/XX/XXXX with a confirmation email from Loancare on XX/XX/XXXX.
I say that I hope CFPB will look at this complaint as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and malicious practices because I downloaded the CFPB complaints against Loancare and read through many of them ( too many complaints to read through all since there are over 4,000 complaints ). There are far too many instances where Loancare has kept money that is owed to mortgagees for this companys approach in such situations not to be purposeful, planned, and calculated. In every instance, including ours, the mortgagee is given a complete runaround with no money actually being sent back to the mortgagee until a complaint is filed against Loancare with some outside entity such as CFPB.
- Multiple complaints where homeowners insurance claim checks that had to be sent to Loancare for some reach, but with monies due to the mortgagee and Loancare not sending the owed funds to the mortgagee. Loancare giving the mortgagee the same runaround weve received.
- Multiple complaints about overpayment of property taxes where mortgagee received the runaround from Loancare -- even did this to a veteran in IL who was exempt from property taxes, took and kept his monies.
There is something wrong with an industry when a consumer can choose to do business with one company, the original lender, and then that lender can immediately sell the clients business ( the mortgage ) to another company without any say of the consumer, and the company to which the mortgage is sold has absolutely deplorable practices. We didnt choose Loancare, nor did most of the others who have complained as far as I can tell, yet here we are fighting for over a year to get our {$8000.00} plus monies owed to us from this company. This whole system is beyond ridiculous and the fact that this company has literally thousands of complaints against it, and that is just with CFPB, yet is still in business is disappointing and beyond frustrating.
At the very least, I hope CFPB can assist in getting us our in excess of {$8000.00} refund. I am also hopeful that CFPB will open a case against CFPB for its grossly negligent business practices in this regard, not just to us, but to numerous consumers who did not choose to do business with Loancare in the first place.
I am also sending a complaint to the Virginia Attorney Generals ( AG ) Office. I dont know whether Loancare has violated any law by keeping our money in this manner, but if it has, I am hopeful that the Virginia AG will consider pursuing legal action against this company.
Thank you in advance for your assistance.
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| 03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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We are filing a complaint about Loancare, our newest mortgage loan servicer, for violating CARES Act guidelines, and running two failed underwriting processes ( one inconclusive, delaying access to lower interest rates ) resulting in a loan repayment offer, rather than loan modification we are entitled to under the guidelines.
Background : Our mortgage loan is Federally-Backed and was sold by XXXX to XXXX XXXX XXXX who in turn sold it to a mortgage loan servicer that is also a collection agency ( Loancare ). That last sale was during our COVID-19 forbearance relief application period.
Contrary to published CFPB guidance on COVID-19 Relief Programs XXXX Loancare : 1. Violated the regulatory guidelines by requiring detailed proof of hardship to process our forbearance application 2. Delayed processing our forbearance application ( turning 1 application into XXXX ) upto 24 months- denying us access to lower interest rates widely available during XXXX 3. Conducted a failed underwriting process for our 2nd application, with hard credit inquiry ( XXXX ) and no resulting associated loan modification offer 4. After a 2nd underwriting process also violating the guidelines above - did not offer any of the recommended loan deferral, partial claim or modification options as per CARES Act guidelines 5. Only offered a repayment plan including 11.5 % higher monthly payments, knowing full well from our detailed proof of hardship disclosure ( including XXXX & XXXX IRS tax returns ) that we could not afford such an increase in payments 6. Misstated the repayment plan as a " modified mortgage '' plan 7. Dismissed our detailed proof of unemployment provided As per the CARES Act, we are requesting the minimum 25 % reduction in payments we qualify for under the COVID-19 Advance Loan Modification Program ( COVID-19 ALM ).
Detailed Timeline with full paper & email trail available on demand : ========= XX/XX/XXXX Federally-Backed Mortgage Loan ( from XXXX ) and Deed closed as California Single-Family XXXX XXXX XXXX Uniform Instrument with XXXX XX/XX/XXXX The loan is sold to XXXX XXXX XXXX XXXX XXXX XXXX - a company we cant find anymore. XXXX is still managing the loan XX/XX/XXXX XXXX informs us of loan sale to XXXX XXXX, with loan transferred over XX/XX/XXXX XXXX offers COVID forbearance relief to customers, and we apply using their XXXX XXXX XXXX form XXXX XX/XX/XXXX Updated to XXXX Streamlined COVID19 Mortgage Assistance Application XX/XX/XXXX My requests for forbearance extensions are received and approved XX/XX/XXXX Last requests for forbearance extensions are received by XXXX XX/XX/XXXX XXXX informs us theyve sold the loan to Loancare ( Mortgage Servicer + Collection Agency ) XX/XX/XXXX I reapply for forbearance with Loancare Summer XXXX From XXXX to XXXX, we provide more financial documents as requested. We spend many hours on the phone with their call center where they finally inform me our forbearance is about to go to underwriting for new loan options XX/XX/XXXX Loancare runs a Hard Pull of our Credit Score XX/XX/XXXX Loancare extends forbearance via letter to XX/XX/XXXX XX/XX/XXXX Loancare sends a letter from our assigned Mortgage Resolution Advocate to discuss the current status of our account. They are impossible to reach via phone, Email or Fax XX/XX/XXXX Loancare Email informs me documents are still missing for our latest forbearance application??/??/??
Something falls through the cracks here, because no new mortgage loan offer or forbearance exit letter is sent - as expected via the underwriting Hard Credit Pull XX/XX/XXXX Instead of a proposed new loan, we receive a letter from Loancare about reapplying ( yet again ) for forbearance XXXX I reapply and provide updated documents as requested via several back and forth Emails XX/XX/XXXX Loancare sends a letter saying they are unable to approve our application because of Failure to supply required documentation in a timely manner XX/XX/XXXX Loancare call center agent advises me to re-apply yet again for loss mitigation assistance in order to maintain forbearance protection. She informs me that our loan as sold by XXXX is not registered with Loancare as eligible for Federally-Backed XXXX XXXX XXXX COVID Advance Loan Modification Options XX/XX/XXXX I reapply and provide updated documents as requested via several back and forth Emails XX/XX/XXXX Loancare sends another letter from a newly assigned Mortgage Resolution Advocate to discuss the current status of our account.
Once again - They are impossible to reach via phone, Email or Fax XX/XX/XXXX Loancare sends a letter confirming our latest application is complete XX/XX/XXXX Loancare runs a Hard Pull of our Credit Score - again XX/XX/XXXX Loancare finally sends a letter with revised loan offer Mortgage Modification Program that requires 11.5 % higher monthly payments vs the Federally-Backed XXXX XXXX XXXX COVID Advance Loan Modification Options requiring a minimum 25 % reduction in mortgage payments XX/XX/XXXX New 11.5 % higher monthly loan payment due XX/XX/XXXX Deadline to appeal Loancare decision - in writing
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| 05/01/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Submitted file for short sale consideration with XXXX on XX/XX/XXXX. Was told to standby while it was reviewed. I followed up multiple times and then on XX/XX/XXXX I was told that the file was service released to LoanCare and that the file was released XXXX. After reaching out several times to LoanCare and being told the package was not transferred from XXXX, on XX/XX/XXXX I resent the package. I called again on XXXX and XXXX with no updated available but was told to resend the documents because they were unable to find them all. I resent the short sale documents again. Called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and was told that the documents were not uploaded yet. I resent documents on the XXXX but those were also not visible. On XX/XX/XXXX I called and was told that the documents were there but could not be opened by anyone besides Loss Mitigation and that they would follow up if anything is needed. I called to follow up every other day and sent over more documents. XX/XX/XXXX and XX/XX/XXXX I called out and was told that there were no notes on the file and to call back in 5 days. XX/XX/XXXX called out and was told that there was a processor assigned but no notes on the review. Called again XX/XX/XXXX and was told that they are very busy with the service release so they did not perform in the 5 days promised. XX/XX/XXXX Called out and was told that a Processor was assigned and was given a name but there were no notes. XX/XX/XXXX I called out and there were still no notes so I requested a manager and was transferred to his voicemail. I left a voicemail. XX/XX/XXXX Called out and was told nothing was needed at this time but requested an escalation again. Was told I would receive a call in XXXX hours. XX/XX/XXXX called out and was told the file was under review. XX/XX/XXXX called out and was disconnected but called back and was told that LoanCare can not touch the XXXX files until XXXX gives them clearance to do so. Called XXXX and was put on hold for 30 minutes before I hung up. Called XXXX and was told that XXXX has 60 days to submit their documents to LoanCare and although they have our submission, they needed documents from XXXX. XXXX called out and was told that the file was in bankruptcy and I needed to resend all of the short sale documents again. I did so. Called XXXX and was told that a new processor was assigned that day. Called XX/XX/XXXX and was told that no one was assigned and the person who was on the file before was in charge of assigning people but was not working on the file. Called XX/XX/XXXX and was told that LoanCare could not assist us because they were just the servicer and that file was closed. They provided me the number for XXXX again. XX/XX/XXXX called out and left voicemails for two previous contacts on my file. Still never heard from the previous manager. XX/XX/XXXX I called out and was being helped but then dropped into a voicemail so I left a message and asked for a call back. I called right back and was told that the file was being assigned to the gentleman whose voicemail I was given before. The rep told me he flagged the file for supervisor review and sent emails to the supervisor and point of contact to reach out to me. XX/XX/XXXX Received a call from the man who I left a voicemail for and he told me to send more bank statement so I did the same day. XX/XX/XXXX called and was told that no one was assigned and the file would not be reviewed because it is a 2nd lien. Was transferred to a team lead at my request who said they do not do short sales on 2nd liens without approval from the 1st. I already had approval on the 1st so I send that over while on the phone. I left voicemails for the Team Lead and Loss Mitigation Manager again for help getting movement on the file. No one ever called back. XX/XX/XXXX called out and was told that LoanCare was still awaiting information on how accounts were to be handled from XXXX and what options were available for clients in distress. Was told that the manager of the department said they received servicing information from XXXX that day and to call back in 5-7 days. XX/XX/XXXX called and was told the file was with the underwriter being reviewed and to call the next day. XX/XX/XXXX called and left voicemail requesting update. XX/XX/XXXX sent emails to the manager of the department asking for assistance. XXXX called out and requested a supervisor, supervisor was available but wouldnt speak to me. Was told the supervisor said there was nothing he can do on his end to help. They are just servicing the file and to contact XXXX for help with the short sale. XXXX also called out and asked for calls back from the managers and was given a phone number for XXXX but when called, it was a travel agency. I called XXXX myself and was told that they could not help because LoanCare is the servicer and I would have to call them short help with the short sale process. At this time we still have no movement and no managers have called back to assist. At this point the approval letter from XXXX is expiring.
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| 08/28/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I purchase my house on XX/XX/XXXX. During the process of my mortgage I was told I was in a flood zone. I also had to purchase flood insurance, costing less than {$600.00} for the year. I purchased a Elevation Certificate on XX/XX/XXXX which shows that my elevation is above the flood plain. Which I knew I could take the elevation certification and sent it to Fema and received a Letter of map amendment. Dated XX/XX/XXXX. On XX/XX/XXXX I faxed the documentation to Loan care to XXXX. I sent them a Letter of Map Amendment removing the requirement of Flood Insurance. Then I called Loan Care Insurance department to follow up a few time until I received the Letter from them dated XX/XX/XXXX.
Below is the copy of the letter that I received after I sent in the documentation.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX : Loan # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX Dear Customer ( s ) : LoanCare , LLC has reviewed its real estate loan portfolio to identify properties that are exposed to the hazards of flooding. Your property was included in this review.
The flood hazard status of a property is determined by its location on maps produced by the Federal Emergency Management Agency ( FEMA ).
Occasionally FEMA revises the boundaries of the " Special Flood Hazard Areas '' ( SFHA ) on its maps based on the construction or improvement of canals and levees that mitigate the possibility of losses from flooding in certain areas.
LoanCare , LLC has recently contracted with an independent provider whose goal was to perform a flood zone determination on your property and to determine the location of your property on the current FEMA maps and identify its flood " Zone '' status. There was no cost to you for this review.
The results of the review indicate that your property is not located within a SFHA on the current FEMA maps. LoanCare , LLC does not require flood hazard insurance to be carried on properties that are not located in SFHA.
We understand that you may want to continue this coverage. However it is not a requirement and therefore, it is not our policy to have this as part of the monthly escrow payment. As a result we have deleted the monthly escrow for flood from the mortgage payment and performing an analysis of your loan. When this is completed you will receive a notice stating the change and if there is an overage you will receive a check.
If you have any questions, please contact our Insurance Center at XXXX between XXXX - XXXX Monday - Friday EST, except for major holidays.
Sincerely, Insurance Department XXXX -- -- This letter is what I had to give to FEMA to cancel the flood insurance. If the lender didn't remove it they will not allow for it to be removed.
On XX/XX/XXXX, I received a tax saying my flood has disbursed from escrow account on XX/XX/XXXX. Costing est of {$1700.00}. That surprised me since I thought I no longer had to carry flood. So I tried to call Loancare Insurance department. I wasn't able to get ahold of an actual person but I was directed to a website that I could upload flood or hoi documentation. So I uploaded the letter saying that Loancare determined that flood was not needed on property unless I choose to have it. I waited a few days for it process. Then it said it was processed and nothing came out of it. So I tried and tried to contact a person. On XXXX Finally I do talk to a person and the lady ( XXXX ) that answered wanted to know how I got to her extension, then asked for my information and phone number incase we are disconnected, then she told me to hold then we were disconnected and I have never received a call back from her. I called the same day and talked to another lady she said she took care of it and it will take 7 business days before they refund the flood insurance back to my escrow. I asked if there was a reference # that I could have and she said no, only her name. ( which I can't locate at this time ) At the same time I contacted the XXXX XXXX XXXX and filed a complaint.
On XX/XX/XXXX they sent the rebuttal saying they mailed me two letters out one on XX/XX/XXXX. Which they may have sent out but I didn't receive it. That 2 days after they sent me a letter after their investigation someone pulled a flood certification on XX/XX/XXXX and flood certification said property is in a flood. Now they want an amended Letter of Map Amendment dated after XXXX XXXX.
My escrows are now in a shortage and they said that my mortgage payment will now increase. Which this is causing so much stress for me. This is a horrible time to do this in the Covid-19 crisis.. that they will now increase my mortgage payment.
I feel that Loancare dropped the ball an instead of correcting it they are going to require me to run around trying to get more documentation, lose time at work to get this some done ... when it was already done.
The customer service is absolutely horrible. I feel that this will be never ending. I'm not able to talk to a person get an id or a reference number. Nobody is accountable.
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| 11/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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Dear Sir or Madam : I am writing to dispute the following information in my credit report. XXXX, a mortgage company, has declared that I made a late payment for the month of XX/XX/2019. I have worked with my mortgage company to dispute this claim and have ignored my claims and ruled to keep the late payment. I am trying to Refinance my home and the late payment report on my credit detrimentally affects my eligibility for this opportunity. I request that the CFPB assist my in this dispute for late payment and request Loancare follows ethical procedures in their reporting. I have written a statement below formatting the grounds of my dispute.
Right before closing on our home in XXXX of 2019, we switched home owner 's insurance that would decrease our monthly escrow payments for our FHA loan. However, to prevent having to go back and have the underwriters reconfigure the loan and jeopardize the closing, we decided to close with reporting the obsolete insurance and decided that after closing the mortgage company could then adjust the monthly escrow payment at the beginning of the life of the loan.
Upon receiving our first mortgage statements, I discussed with Loancare that the monthly mortgage payment would need to be adjusted to reflect the homeowners insurance. Loancare asked that I follow the necessary steps to submit an escrow adjustment request and that it may take up to 2-3 months of investigation to receive a determination from Loancare to adjust the escrow payment. However, Loancare anticipated my first mortgage payment to be made in the Month of XXXX and consecutively for the following months.
I spoke to Loancare representatives multiple times to understand how to best proceed with making payments while the escrow adjustment was still under investigation. I told the representatives that I did not feel comfortable making mortgage payments that were over what the loan amount actually was. I feared that I would not receive credit for the overpayment or that Loancare would not have any incentive to resolve the escrow adjustment since they would be profiting in my overpayment.
The Loancare representatives I spoke to all agreed that I should wait until the escrow was adjusted and that they would put " notes '' of my attempts to call to communicate with my lender when I could make a payment and to see if the escrow adjustment had been finalized. Finally, when the process seemed to be extending into XXXX, I spoke to a representative to express my frustration for the tedious process. He stated that the adjustment investigation was almost complete and that I would be safe to make a payment in XXXX. The loancare representative and I made a verbal agreement to pay all three months of the delayed payments in XXXX which was written in the " notes '' at which all Loancare representatives had access to and could refer to in regards to my account.
Even though I do not have physical documentation of these " notes '' for my Loancare account, I know that they exist. All of my continued conversations with Loancare representatives in regards to the late payment dispute, everyone has been able to refer back to this agreement to pay all three months in XXXX. Apparently my dispute against the late payment had been denied because Loancare claimed that they had resolved the adjustment on XX/XX/XXXX and attempted to contact me once to notify of the adjustment. In Loancare 's perspective, one attempted call was sufficient for notification and 5 days was enough time for me to turn around and prepare to pay. During this time I was completely unaware that Loancare had changed their stance in regards to payment, since ( per our agreement ) I was anticipating to pay in XXXX.
I have honored and fulfilled every agreement I have had with Loancare. I payed all three months in XXXX as promised and have not made a late payment since XXXX. I find this highly unethical credit reporting. I have made every attempt to work with Loancare and have only behaved in good faith with my mortgage lender to pay what I owe but only what I owe.
I would like to emphasize to the CFPB that ( 1 ) loancare did not make any meaningful attempts to contact me in regards of my approved escrow adjustment. ( 2 ) loancare and i verbally agreed that I would make payment for all three months in lieu of the adjusted escrow in XXXX once it had been approved. ( 3 ) in the disputed month of XXXX ( which Loancare reports I made a late payment ), Loancare states that they attempted to contact me on XX/XX/XXXX unsuccessfully and made no further attempts to notify me that the escrow had been adjusted and therefore expected for me to make a payment by XX/XX/XXXX.
Ultimately, the notification for escrow adjustment or to make a payment was not conducted in good faith. Loancare 's claim that I had sufficient time to make payment in XXXX once the escrow had been adjusted is ludicrous and nefarious. I respectfully request that the CFPB assist in my attempts to seek relief from Loancare.
Sincerely, XXXX XXXX
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| 09/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I asked LoanCare if I qualitied for the Forbearance due to Covid related issues on my mtg.I was approved, IN XXXX of XXXX I contacted Loancare to come off the forbearance and work on a modification plan. I was told yes I qualitied for the Modification I called and called looking for the agreement and asking if it has been done and always got the run around. each time I verified with whomever on the phone that my credit was not being affected and they are working on it. I would call weekly as no one ever called me from LoanCare. Finally in XX/XX/XXXX a CS person told me I had the trail mod agreement and she read it to me as the offer was getting ready expire Yet I NEVER received it by mail, or email. I was told I could consent by phone, so I did and I asked for a copy of what I consented to which would have been the Loan Trail Mod agreement with details. I never received it. I called XX/XX/XXXX made the first Trail mod pymt of {$1100.00}. I asked for a receipt or confirmation number and the person could not give me one. I call back a few days later to verify they posted it and I saw it on my online portal. At the end of XXXX ( XXXX ) I received a letter of payment due in full I called and was told my payment was reversed and put on escrow, my mod agreement was cancelled, NO ONE ever called me. I then finally after day spoke to a " supervisor '' and was reassured that my payment would be place back on the loan as the mod payment and that my modification was cancelled in error and that was to be put back on the system and corrected and I was told that my loan was being sold on XXXX XXXX to XXXX XXXX. When I asked who requested my mod to be cancelled and who had my payment reverse NO ONE could tell me. ( At this time I still have not received the trail Mod agreement ) however I did receive a letter of the transfer of servicing companies and I had received Escrow statements that were wrong. I made my 2nd Mod pymt to LoanCare on XXXX, XXXX because no one could help me on the 2nd since my loan had been so messed up by LoanCare. I contacted XXXX XXXX ( my new company ) in XXXX to make sure they had all the facts and they in deed did not. They were not forwarded my complete file and they also did not have a copy of XXXX XXXX XXXX agreement. When I contacted LoanCare again I was told they would send one and send me one. However what we both received was a letter typed up dated XX/XX/XXXX with details NOT the actual Trail Loan Mod agreement from XX/XX/XXXX.
I reported this as well LoanCare. I made my 3rd trail mod pymt XX/XX/XXXX with XXXX funding and got a confirmation number right away. and was told they will work on the full Mod. As of XX/XX/XXXX ( 2 days after LoanCare transferred my loan to XXXX XXXX ) LoanCare shows reporting my loan as over 120 days late to all the credit agencies. When I was to be protected and my loan was sold. I emailed the only person that had been responding and she has someone call me on Monday XX/XX/XXXX and I was told it was in error as they transferred the loans they have to take them off of the credit reporting whatever and they failed to put them back on the protection therefore loans were reported to the credit agencies in error and showing several days late. IT dropped my score XXXX points. I was told she ( Mrs. XXXX ) would send the correction to the agencies electronic that day and she would forward me a letter of detail on letterhead, that I yet to receive to this day XXXX. I have called this company over XXXX times to say on top of the loan and continuously try to get my information from them and to make sure I stay protected as I was to be under the forbearance and as I went through the Trial Mod agreement. This company does not call back they put you on hold forever. I have sat on hold for hours at one time to get thing straighten out or to verify My home was still safe. They do not do as they say they are going to. I was told that they have some new people that just don't understand and are telling people wrong information ( does a customer need to hear this as we worry about our home at a time like this. ) This company never called- never returned calls- they took over 90 days to do a trial loan mod for me and I called them for assistance with this and I called to always follow up and check on. I was hoping to have all of this completed way before now as I worked on my Credit report so I can refinance. This company has yet to send me the actual Trial loan mod agreement and now they ruined my credit and can't even send be a letter of detail to how they were fixing my credit with a list of all the credit agencies they report to. Mrs. XXXX told me 4 agencies but I had only used 3 when I was a banker. Loancare has my call logs that list every time I spoke to someone and I have most if written down. There is no reason customers should get treated this way and made to worry about their family home especially when the customer is trying their hardest to work with the mortgage company
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| 10/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom it may concern, My husband and I own a home in XXXX, OR. The mortgage holder is a company named XXXX which is based at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX PA XXXX.
We have always payed our mortgage via scheduled auto-payment initially to XXXX XXXX ( with whom our mortgage originated ) and then to XXXX ( to whom our mortgage was sold. ) XXXX failed to process our mortgage auto-payment scheduled on XX/XX/2020 for no explainable reason. This is particularly curious we have two mortgage accounts on separate properties with this company ( one for our residence and one for a home my mother lives in ) and the second loan ( my mother 's house ) took payment on the due date without any issues.
I want to emphasize that we have never missed a mortgage payment in our lives until this error which was made by XXXX, not by us.
At the time our auto-payment was due, there were more than sufficient funds in our bank account ( {$7300.00} dollars in that specific account at the time for which the scheduled payment of {$2100.00} was to be drawn. ) XXXX evidently suspended further auto-payments without notifying us and as a result our XX/XX/XXXX payment for the properly at XXXX XXXX XXXX XXXX was also not drawn.
The first information we received as a customer was a physical letter that arrived in our mailbox on XX/XX/XXXX -- the letter had been written on XX/XX/2020.
Upon receiving this notification we instantly called the XXXX customer service number and set up payment for the missing two months ( XX/XX/XXXX and XX/XX/XXXX ). When we contacted XXXX they were unable to explain what happened. They had no explanation at all. The customer service associate rescinded the late fees due to the clear mismanagement of the situation by XXXX.
On inquiring how this could have happened and how this could be prevented in future, their only answer was that there was no explanation for the missing payment and there was no way they could guarantee that it would not happen again for any payment at any point in the future. This is not satisfactory and frankly, looks a bit suspicious.
When we asked why there was no way that there could be automatic confirmation or communication upon successful payments, or even just for late or missing payments to which the only response was that they " don`t have that capability ''. I find this very disturbing -- a company providing financial services of this nature, who is set up to draw automatic payments and is quite able to send me frequent emails regarding their other financial products and information on refinancing, surely is capable of sending an electronic notice confirming receipt of payment.
My husband then asked if this meant we now have to manually log into our personal bank accounts and check that this company has deducted the correct payment every month for the rest of the loan. The reply was that yes -this is the best solution. This would require that we check our bank statement online everyday from the XXXX of the month through the XXXX of the month and then contact XXXX if the payment wasn't taken and make arrangements for manual payments. Under those circumstances, one would have to ask what purpose having auto-pay would even serve?!
We were asked by XXXX to write a formal letter and email it to them through their web site " myloancare.com '' via the Contact Us button which we did.
All of this has resulted in a precipitous drop in our credit score which has us very, very angry. Our credit score dropped XXXX points! I have notified XXXX of this issue and that I expect this to be corrected only to be put on hold multiple times and told by the service person I am speaking with they can only note my concerns, but not do anything about them.
Shortly after writing our complaint letter to them earlier this week, my husband got a message from XXXX asking that I phone them at XXXX. I did that today, navigated their confusing phone menu, finally got a customer service person who had no idea why I was calling ( even though XXXX had asked ME to call THEM ), put me on hold several times in the middle of the conversation, had the audacity to advise me we still owed them money for our XXXX Mortgage Payment ( my husband manually paid both the XXXX Mortgage Fee and the XXXX Mortgage Fee and our bank statement reflects that fact ), and then advised me she didn't have the authority to do anything constructive to solve this problem which was entirely the fault of XXXX not me or my spouse.
We have been clear in our expectations to XXXX in what we feel should happen going forward : 1 ) We want XXXX to be clear that our account is not in arrears.
2 ) We want our Credit Rating CORRECTED.
3 ) We want assurances that XXXX is managed with sufficient competence to run an auto-pay program that works correctly -- if they can not do this properly they have no business doing it at all and if they can not manage that, one has to wonder if they should even be in the financial services business.
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| 06/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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We started a welding company XX/XX/XXXX which was doing great until XXXX when COVID hit. Due to COVID, we contacted Loancare ( our mortgage company ) to ask for assistance due to a decrease in income. They granted us assistance for XXXX months without any problems. We began making mortgage payments in XX/XX/XXXX which was around {$1400.00}. We got behind on our mortgage payment again XX/XX/XXXX due to a more severe decline in our small business and losing business because of the cost of metal ( XXXX as when we first started ) & because our payment increased to over {$1700.00}. We contacted Loancare on XX/XX/XXXX and was told by XXXX to send in the mortgage assistance application. We sent the mortgage assistance application along with our XXXX tax form XXXX and Sch C XXXX certified mail on XXXX. Since then, we have spoken to XXXX representatives about the mortgage assistance application. Each time we spoke to XXXX, we were told different things and that additional documents were needed, which we emailed immediately after getting off the phone. After speaking with XXXX on XX/XX/XXXX, we spoke to XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX XXXX XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX who transferred us to someone in the XXXX department, XXXX on XX/XX/XXXX who stated that anyone we talk to can help us, that it takes longer for a Mortgage Resolution Advocate to look over the file and it was just going to add time to our mortgage assistance application if we talked to her, refused to transfer us to the Mortgage Resolution Advocate XXXX XXXX ( XXXX ) XXXX ext XXXX because " he didn't have a way to transfer a call ''. We received a letter dated XX/XX/XXXX with the Mortgage Resolution Advocate listing XXXX XXXX 's phone number, extension, email and fax number which stated she would be contacting us within XXXX business days to discuss the current status of our account. When I insisted on talking with XXXX, XXXX put me on hold, then she called me while I was on the phone with XXXX. She was very rude, said that anyone that answered could help us, & while being questioned about the letter including her contact info and us being contacted within XXXX business days she rudely interrupted & said that " that never happens, that anyone we talk to can help ''. I stated that I was confused because that is what the letter said and questioned why the mortgage company would send a letter with false information. I explained to her that our business is struggling due to to inflation and the economy. She stated that our escrow was short because we had help before and we could request that the shortage be spread out longer than 12 months. She stated she put in the request. After this ongoing conversation, she reluctantly stated that we have already been helped before, that we received a partial claim through HUD due to the COVID assistance and have 25 % left ( about {$18000.00} ) but can only be used to cover the payments for XXXX. She then stated that if we can't make a payment by XX/XX/XXXX then, " I need to tell hubby to get a job ''. I told her that was rude of her to say and she proceeded to tell me that she was a business owner for XXXX years but had to close. I told her that she's very blessed that it wasn't during COVID. She stated that we would receive a XXXX package in the mail of the partial claim that needs to be signed in the presence of a notary, however proceeded to state " you know the drill, you've done it before ''. We have communicated with the mortgage company since XX/XX/XXXX when we knew we were falling behind to ask for assistance because we don't want to get any farther behind on our payments. We closed on our house XX/XX/XXXX and have paid on time each month until COVID when business declined and we suffered a great loss in income. We feel that since XX/XX/XXXX we have been getting the run around & no one has been willing to help us. From our last conversation today XX/XX/XXXX with XXXX XXXX at Loancare it confirmed that we were being discriminated against because we can't afford our monthly mortgage payment. She spoke to us as if she was above us & we had to demand answers before she gave us an option ( after speaking with numerous representatives before that weren't willing to help ). This is unacceptable, judgemental, & discrimination. The mortgage companies ( banks ) have laws and guidelines to abide by & in this situation that chose to give us the run around until we demanded a solution. This has taken a toll on our family financially and emotionally. The representatives of this company don't abide by the laws nor guidelines until the client insists and is demanding which is not ethical. We expect Loancare to abide by the laws, guidelines, and present ethical practices when dealing with their clients, much less clients that are struggling to survive during these times of a pandemic, inflation, & whatever else we may face.
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| 11/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I lost my job on XX/XX/XXXX, and applied for mortgage forbearance with Loancare, my servicer. I was told at the end of my forbearance plan, I could extend if my circumstances warranted, or if I was unable to continue making payments. I received an offer of employment and my XXXX day at work was XX/XX/XXXX.
I contacted Loancare to inquire about my forbearance options and was told I could pursue a modification or a deferment of past-due payment amounts. I contacted them on XXXX XX/XX/XXXX and spoke with XXXX.
XXXX told me my forbearance period ends XX/XX/XXXX and that the last day for me to call to set up arrangements for my chosen method of remediation was XX/XX/XXXX.
I called again to confirm this information a week later, and it was confirmed. I have been receiving robocalls from Loancare routinely and called back and selected a loan modification on XX/XX/XXXX with XXXX. She said paperwork can take up to XXXX days and will be overnighted, requires me to get it notarized and send back asap.
On XX/XX/XXXX, I got more robocalls from Loancare. I called back and received the services of XXXX who told me, in essence, if I was denied the modification ( this was the XXXX I'd been told denial was possible -- ALL of the prior people I'd spoken to said it was an either/or situation and both were MY choice ) then I was on my own and would have to figure out how to pay back the payments due at the end of my forbearance period. This seemed XXXX to me, and made NO sense based on what I'd previously been told. She said it there were any liens on the property a modification is impossible. NO XXXX HAD EVER SAID THIS BEFORE. I do have a XXXX for a bathroom repair that was mandatory, not cosmetic.
I escalated my call and requested to speak with a supervisor. After XXXX full hour on the phone, I was transferred to XXXX, who claimed to be a XXXXr in the escalation department. She stated she would be taking over my account and would ensure she saw it through to completion and resolution. She advised me to begin a mortgage assistance application, even after noting that XXXX had previously initiated XXXX already. I completed the application online EXACTLY as she had instructed. She also told me that a XXXX is not a disqualifying event for loan modification. XXXX promised to call me on XX/XX/XXXX or XX/XX/XXXX and would let me know status. She stated she would call XXXX and if she didn't hear from me she would leave a voicemail with her contact information. It's now XXXX on XX/XX/XXXX and she hasn't called. I have, however, gotten XXXX robocalls from Loancare demanding I call them back.
I am on hold now, after first having spoken with XXXX today. She stated I have not completed the mortgage assistance application. I received a vague notice in my online Loancare account that I had " missing documentation '' but there was NOTHING specifying what was missing. XXXX informed me just now that I did not complete the required steps, including adding XXXX recent pay stubs and a personal expense statement. This was the XXXX I'd heard of either of these requirements, as I've gotten NOTHING from Loancare in the mail or via email stating what I needed to submit. I had assumed they needed bank statements and had already uploaded XXXX months of bank statements through their online portal.
I am employed now, as of XX/XX/XXXX - but I have just been paid TODAY, so I do not have XXXX pay stubs to submit.
My fear is this : the ineptitude of this loan servicing company is putting my ability to keep my home in jeopardy- not through ANY fault of my own. I have fully complied and communicated about my situation throughout, and have made multiple good faith efforts to obtain appropriate guidance about next steps and requirements for me to participate in a modification or deferment process.
Each person I speak to at Loancare seems to have a different understanding of what's going on. No one has given consistent information. Every single time I've spoken with them, I'm given different information that in prior calls. I am doing EVERYTHING in my power to communicate and ensure a proper plan to resume paying my mortgage after forbearance is smooth and fluid transition.
This company is awful and has not in any way completed their obligations to me as a consumer to ensure my mortgage forbearance is resolved. I am terrified they're going to continue failing to do their jobs and will put my home and credit in jeopardy. I am absolutely willing to resume payments ASAP and am complying with every request they have made.
I am now being told by yet another Loancare employee, this time named XXXX ( XXXX ) that I shouldn't have had to do ANY of these things because my account had already qualified me for both programs.
I am at my wit 's end. I don't even know what to do next. I need to keep my home. I can afford to keep my home. I'm simply trying to get my loan servicer to do their part so that we are on the same page.
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| 10/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I qualified under the COVID laws for a mortgage modification. Accepted, signed, notarized, sent. Made several payments and then my payments start getting returned. Called to find out what was going on and they said never processed the modification. Then later they said they never recieved it. I've had a hard time working with them and it's only gotten worse. You can't speak to anyone when you call in. You get a call center who takes a message. They say their goal is to have someone give you a call back the same day, but it isn't guaranteed, you can't make an appointment, and they will only call you back during whatever limited window they select fkr that day. Even if you agree to a call later than whatever their call back cutoff is but while the call center is still open, they won't call you back. It's purposefully designed to be a Neverending labyrinth. Because they want you to answer when they call but God forbid you have a job where you can't just pickup at their leisure. I was labeled non responsive because I have a job that doesn't allow me to have a personal phone on me for safety reasons. And I can't easily access my phone from where I work even during meal breaks. As well I'm working 12+hour days 6 days a week with 24hr responsibility and due to the pandemic. I've been lucky enough To be off most Sundays, for which the mortgage company is closed, and with that 24hr accountability, I'm essentially always working anyway. Early during the pandemic I discovered that unemployment fraud was occurring at my address by my mail carrier. So informed them I shut off the mail to the residence and they could just email me. And they refused acknowledge it. I changed my address with them to XXXX XXXX and they are still sending mail elsewhere, other than the XXXX XXXX I gave them.
Now, my employer agreed to work with me so I could to take a call or XXXXXXXX XXXX as an appointment. But again, the mortgage company won't do that. And the mortgage company flat out refuses to Email me still. Even though I'm suppose to be on their ''Email only contact list '' they won't email me.
So I've been pushed off all summer. Being told they would elected my complaint. Then I call back a few weeks later and my complaint has gone no where. And no one has looked at my file for reevaluation. From XXXX until XXXX I was told no forclosure on is being taken and they Don t know why no one will look at my file, but they are raising it up the flagpole. Then magically I get served with forcloseure papers filed in XXXX. And apparently not only is the mortgage company allowed to lie to me, the information from the call center can not be relied on for accuracy per their own company. Also, the mortgagcompany claims they are actively seeking forclosure because I didn't send them any paperwork while at the same time acknowledging that they told me I didn't need to send them any paperwork. Also, I'm non-compliant and non responsive even though no one has looked at my file al summer for re-evaluation even after suposedly being an elevated as a complaint so someone would lookat it asap. Which also all makes no sense because the company keeps calling me multiple times a day and 5 to 6 days a week. Calling from labeled numbers and blocked phone numbers ( I know it's them because they've left messages calling from blocked numbers ) and because the blocked numbers didn't t start until I complained about them calling a number they know I can't answer.
Not not only that. The mortgage company refuses to acknowledge the line in the signed papers that says that ''I agree that my first timely payment under the plan will serve as acceptance of the plan. '' Now, the other part is that I speak another langauage. And I asked how I am supposed to get my personal translator on the line if ( and clearly when ) I need them if I can't make an appointment. To which I've been told they would have to research it and get back to me. As of yet no one has reached out about that issue. Yet again, if the mortgage company would just email me, I could just use that with my translator and it would solve a multitude of problems. Though I'm increasingly suspicious the problems with communication here are not related to my capabilities regarding the English language but with Loancare 's everything.
Lastly, I'm not sure what company I'm really dealing with or what set ofnrukes apply. So Loancare holds my mortgage. But I call or get transferred to a XXXX XXXX. No NOW, the voice recording on the phone line says that they are a debt collector trying to collect on a debt. Yet the company says they don't follow fair credit reporting. It's like they are trying to ride 2 horses here. They voluntary self identifying as a debt collector to seem more powerful and to stoke the fear and anxiety response, yet are also beating around the bush that they may just may only be a simple mortgage creditor. It's intentionally blurry and absolutely inappropriately so.
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| 03/31/2020 |
Yes |
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Web |
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I received Loan Cares response, complaint XXXX and I wanted to respond back to what they believed was a legal sale. According to your reply, you said ... Our records indicate a Substitution of Trustee was recorded on XX/XX/XXXX ( copy enclosed ). According this document, XXXX XXXX was the appointed as successor Trustee under the original Deed of Trust. Ms. XXXX remained the successor Trustee after the loan was service released to LoanCare. Please note, the investor of the loan did not change when LoanCare began servicing the loan. As such, there was no need to record or assign a new Substitute of Trustee. We have confirmed the foreclosure sale was conducted in a proper manner and in accordance with the foreclosure requirements of Arizona.
My response to your process of a Nonjudicial Foreclosure 1. To officially start a nonjudicial foreclosure in Arizona, the trustee records a notice of sale in the land records. The sale date cant be any sooner than 91 days after the date the trustee records the notice. ( Ariz. Rev. Stat. 33-808 ( C ) ( 1 ) ). I received notice of sale afterwards.
2. Never received a notice to the borrower from XXXX XXXX on behalf of Loan Care which received my loan XX/XX/XXXX. The trustee, XXXX mails the notice of sale to the borrower by certified mail within five business days after recording it. ( Ariz. Rev. Stat. 33-809 ( C ) ). Pre-foreclosure Letters The notice of sale is the only official notice about the foreclosure that most Arizona homeowners get in a nonjudicial foreclosure. However, before the foreclosure starts, most homeowners receive : a breach letter ( required by most deeds of trust ) and letters informing the homeowner about foreclosure avoidance options ( required by federal law ). Notice to the public. The trustee also publishes the notice of sale in a newspaper for four consecutive weeks, posts it on the property at least 20 days before sale, and posts the notice in the court building. ( Ariz. Rev. Stat. 33-808 ). Mortgage Law had no idea my loan was with you until I accidently revealed it while trying to find out who was responsible for this purchase.
Right to Reinstate the Loan Catching up on the missed payments, plus fees and costs, to stop a foreclosure is called reinstating the loan. You did not give me any right because you kept diverting my calls to XXXX who no longer owned my loan.
Arizona law permits a borrower to reinstate a defaulted loan before XXXX XXXX. mountain standard time on the last day, other than a Saturday or legal holiday, before the sale date. ( Ariz. Rev. Stat. 33-813 ). I did not know about the sale until after the money was deposited in my escrow account by XXXX 2 days before their purchase and without my knowledge on XX/XX/XXXX.
Liability for a Deficiency Judgment In a foreclosure, the total debt the borrower owes often exceeds the foreclosure sale price. The difference between the debt and the sale price is called a deficiency. For instance, say you owe {$400000.00} to the loan owner ( the " bank '' ), but the foreclosure sale brings in just {$370000.00}. The deficiency in this example is {$25000.00}. There was a problem with my deficiency and I did not get a receipt of the sale by the lender. Also, on XX/XX/XXXX, I called XXXX XXXX ; provided my social security number and zip code. They still have me as a debt holder. How am I a debt holder when the house was sold to XXXX who has not been to the house because my mail is still being received there even after I moved and changed my address.
Where was the deficiency judgment. Under Arizona law, the bank can't get a deficiency judgment after a nonjudicial foreclosure if the property is : 2.5 acres or less, and a single one-family or a single two-family dwelling. ( Ariz. Rev. Stat. 33-814 ( G ) ). ( To learn more, see Deficiency Judgments After Foreclosure in Arizona. ) Otherwise, the bank may generally obtain a deficiency judgment by filing a separate lawsuit within 90 days after the nonjudicial foreclosure sale.
According to my knowledge, regardless of the reason for a loan transfer, I should had addressed my issue according to the law prior to Loan Care deposit of {$14000.00} with the projection of XXXX for XXXX to XX/XX/XXXX in escrow. I am concerned about any kickbacks and unearned fees because of my lack of knowledge of the deposit in the account prior to the sale and me not being involved with the sale. Unfortunately, I do not have money for an attorney, so my complaints is my way of getting my justice. I was not able to turn the keys in to anyone and the buyers office is in XXXX XXXX, CA where they are being quaritein. Where is XXXX XXXX, who claimed to have owned rights to the loan? I'm still waiting on a response from the owner before they sold it to the new owner while Loan Care was accepting the money. By the way ... My address is XXXX XXXX XXXX XXXX, XXXX, AZ XXXX.
Still being reviewed by AZ Attorney General
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| 02/02/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We live in a flood zone and our XXXX dues include flood insurance. As we own a condo, our flood insurance policy meets FEMA guidelines by covering 100 % of the total replacement cost of the dwelling ( the total replacement cost for our building in {>= $1,000,000}, and our policy covers up to {>= $1,000,000} ). Prior to our mortgage being sold to LoanCare, we had never had issues with our previous lender accepting our XXXX 's insurance policies. Then, in the fall of XXXX, we found out LoanCare was our new lender, and the nightmares started. First they lost our insurance policies and required us to re-submit them, threatening to place lender-obtained coverage on us if we didn't get them the documents. We submitted them online ( the format they had requested ) THREE TIMES and continued receiving letters saying we hadn't. Repeated phone calls to customer service representatives who didn't know how to help were wasted. When we finally were allowed to be transferred to a " resolution specialist '', she said something to the effect, " Oh, you submitted them online? Yeah, we didn't check there yet. '' They looked it up and saw we had indeed submitted everything, then sent us a letter confirming that they wouldn't obtain coverage and charge us ridiculous premiums for it, so we thought all was good. This all wrapped up in XX/XX/XXXX.
On XX/XX/XXXX, we received a new letter from LoanCare, stating now that our flood insurance coverage was insufficient to meet their guidelines, which they claim are the FEMA federal guidelines. From XX/XX/XXXX through the end of XX/XX/XXXX, my wife and I made upwards of a dozen phone calls to LoanCare, explaining that our policy IS sufficient according to the guidelines ( which they included in that same letter to us ) -- 100 % of the replacement cost of the dwelling. All they kept parroting back was, " It's insufficient. You need more coverage. '' No explanation of why, and it literally felt like banging our heads against the wall. We continued to receive several more letters threatening to obtain flood coverage on our behalf, and continued to call them back. We got our XXXX 's insurance agent involved and he called them directly, only to get stonewalled himself. We finally submitted a complete package highlighting amounts and literally explaining that {>= $1,000,000} ( our policy coverage ) was a BIGGER number than {>= $1,000,000} ( the replacement cost of the dwelling ) and therefore, we met FEMA standards. About 2 weeks into XXXX, we called them again and they tried to tell us it was insufficient. We requested to speak to a manager. We were transferred to another " resolution specialist '' who said, " Oh, I'm looking at it now and we ran the numbers again -- your coverage IS sufficient. '' No kidding! She promised to issue a letter that same day confirming that they had cancelled their threats to obtain flood coverage on our behalf and told us the note would be removed from our file. A week went by and we hadn't received a letter, so we called again on Thursday, XX/XX/XXXX. It was back to square one! It was like the previous week 's conversation had never happened, and the agent this time told us, again, we didn't have sufficient coverage. We repeated the request to talk to a manager, got transferred AGAIN, and again, " numbers were run '' according to the specialist and she said over the course of the phone call that three different supervisors had confirmed that we had sufficient coverage. She promised to personally follow up on our case since we had had a bad experience, and promised to phone us with an update just for peace of mind confirming the letter had been sent on Tuesday, XX/XX/XXXX. The XXXX came and went and we heard nothing, but were traveling, so decided to wait until we got home to follow up. On Friday, XX/XX/XXXX, we logged on to our online account to find a notice that we were going to be charged an annual premium of {$3600.00} for " Flood Gap '' coverage, effective XX/XX/XXXX.
We've now been told three times that our coverage is sufficient and that all threats to obtain coverage on our behalf will be cancelled, yet our next payment is going to include a premium for flood coverage when we HAVE sufficient coverage already. Efforts by our insurance agent have failed, as have ours, and we're at a loss as to where to go from here. LoanCare is flat-out scamming us and we have no way to fight back. We never had an issue with a lender prior to this, and our XXXX and XXXX insurance agent have said that out of the hundreds of condos they manage, they've never experienced anything like this either. We're desperate for help, and I can't believe that what they're doing is legal when we have all proof that we meet the guidelines stated in their requirements. LoanCare has made this such a nightmare that we're tempted to sell our home just so we can get away from this disgusting excuse for a legitimate company.
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| 08/18/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I was served at my home, a civil action summons in which XXXX XXXX XXXX by/and LoanCare stated that I owe {$89000.00}. However, an alternate amount owed is stated as {$94000.00}. This differs from the {$89000.00} by {$5200.00}.
I was in COVID forbearance until XX/XX/XXXX. No payments were mandatory in XX/XX/XXXX. My online account was inoperative so I could not check my statements. I had to call on XX/XX/XXXX and request a statement. ( I have the email they sent to me with my statement as proof ). I also sent a written request asking for loan terms as per XXXX and XXXX allows me on XX/XX/XXXX and XX/XX/XXXX. They did not respond to either.
I sent a FDCPA letter on XX/XX/XXXX that was not responded to. The Attorney stated I had until XX/XX/XXXX, to respond, but XXXX and the representing attorney have not responded to requests for loan information that should be provided according to TILA, XXXX and FDCPA statues.
I also spoke with LoanCare/XXXX XXXX on XX/XX/XXXX, and XX/XX/XXXX, regarding my XXXX ( Homeowners Assistance Funds ) Application. I made them aware that it was pending. Although they were aware that my XXXX application is pending, I was still referred to foreclosure.
I am requesting in this complaint that each of these XXXX questions to be addressed and answered fully with an explanation. I would like this information for myself, for the CFPB and for consumers who may have the same issues.
1. What are the missing documents, if any, that you NOW need for my loan modification/loss mitigation package that was sent in XXXX, XXXX and XXXX of XXXX?
2. As you can see in the information attached, the attorney sent a different amount than the principal balance that you stated I owed. Per XXXX and XXXX, please explain ALL the fees that has been added to the principal balance of {$89000.00} that makes the amount owed of {$94000.00}? ( If that amount is incorrect, please send correct amount owed along with ALL fees. ) 3. The CFPB encourages servicers to provide borrowers with sufficient time to move through the XXXX application process prior to proceeding with foreclosure, as per a statement released by the CFPB in XX/XX/XXXX. As per CFPB, are you going to halt or cancel foreclosure proceedings based on my XXXX application in pending status since XX/XX/XXXX ( evidence attached in CFPB complain filing and was communicated XXXX XXXX XXXX )? Please answer this with a yes or no AND an explanation of the yes or no response.
4. Qualified written request, notice of error and information request was sent to LoanCare LLC at XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX XXXXXXXX. Please let me and the CFPB know your procedures when qualified written request, notices of error, and/or information request is sent to the wrong department. How do you reroute it to the correct department? What is your procedure and routing consumer request to the correct department, or do you just discard it or ignore it?
5. CFPB Examiners found ( in a recent CFPB release ) that mortgage servicers violated Regulation X because the servicers didnt evaluate the borrowers complete loss mitigation applications and provide a written notice stating the servicers determination of available options within XXXX days of receiving borrowers applications. Since I received no postal or written mail information regarding any of the loan modification and loss mitigation applications sent on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, will you retract and remove this damaging foreclosure/civil action from public record? Please answer this with a yes or no AND an explanation of the no response.
6. It has been confirmed from the FHA and multiple attorney generals that multiple mortgage servicers alleged failure to adequately implement Covid-19 recovery loss mitigation options for eligible borrowers. The pre-pandemic payments on my loan had a flat interest rate of XXXX XXXX, and Principal and Interest Payments of {$370.00}. It is my most recent loan modification before COVID-19 issues. The full payment amount was {$620.00} ( including insurance and property tax ) and {$620.00} is affordable. The COVID-19 Recovery Modification targets a XXXX percent XXXX XXXX XXXX reduction without the income documentation requirement. The XXXX targets a XXXX percent XXXX reduction with income documentation. This was never offered to me previously. Partial claims are also available on my FHA loan.
My final question : Will you offer me this now that you have received my loss mitigation application, bank statements, income, letters of explanation of me and my spouse and household expense information? Please respond to this question by stating if you are allowing or denying me from receiving The COVID-19 Recovery Modification or the XXXX and reasons why .
This dispute will be resolved once each of these questions have been answered completely, honestly, and in a timely manner.
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| 01/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my wife and I purchased a home. Soon after purchasing this home my mortgage was sold to XXXX XXXX XXXX XXXX. My first payment was due on XX/XX/XXXX. On XX/XX/XXXX I scheduled a payment to be made to this account for XX/XX/XXXX. Attached is a copy of the confirmation. I checked my account on XX/XX/XXXX and found that this mortgage payment was never taken. I contacted XXXX XXXX XXXX and was advised that the check was returned and I owed a {$30.00} fee. I asked why the check was returned and was told that the bank returned the check. I told the rep that there must have been a mistake but I will make another payment. While on the phone with this rep she stated to me that she could see the payment. At this point I thought the issue was over until I checked my account again and found on XX/XX/XXXX that the payment was again returned. At this point I contacted my bank thinking that there must be an error at the bank. While speaking with XXXX ( XXXX XXXX XXXX XXXX XXXX ) I was told that XXXX XXXX XXXX has never attempted to take any money from my bank account and they do not show any returned checks on my account. At this point I began attempting to contact XXXX XXXX XXXX via Email and phone calls. Attached will be my phone records, email attempts, and payment confirmations I received from XXXX XXXX XXXX. On XX/XX/XXXX I submitted a email through the website requesting a call back about this issue or any type of response involving this issue and have yet to receive any communication. At this point we are at XX/XX/XXXX. I received notice that my XX/XX/XXXX payment was not made and I again received a returned check fee. I attempted to contact XXXX XXXX XXXX 4 times during business hours and left my phone number for a call back. I have yet to receive this call back. On XX/XX/XXXX I attempted to contact XXXX XXXX XXXX via phone 14 times through their phone number and again left my number for a call back which I have not yet received. My wife was able to make contact with XXXX XXXX XXXX who stated that we were being untruthful and that I have not attempted to contact them, request a call back, or emailed them in relation to our account but in fact they have attempted to contact us. Attached is my call log from XX/XX/XXXX to XX/XX/XXXX which shows they have not attempted to contact me. While speaking with my wife they refused to contact me as I am the one who pays the mortgage. My wife spoke with Customer Rep # XXXX who told my wife that if we submitted a check for the amount of {$3100.00} by paper check he would wave the {$60.00} in returned check fees. This amount was to cover XX/XX/XXXX and XX/XX/XXXX payments. The total amount for 2 months payments is {$3000.00}. This rep attempted to lie and have my wife believe the fees would be waived by paying this amount but in reality we would be paying the fees by deception. So on this date XX/XX/XXXX I mailed a paper check to XXXX XXXX XXXX to their XXXX XXXX and thought this was over. Today when I arrive home from work I find a letter from XXXX XXXX XXXX which states due to non-payment my account is in default and to contact them immediately to arrange payment. At the bottom of this notice it shows their office hours end at XXXX est. I attempted to contact XXXX XXXX XXXX 10 times on this date and received a message to leave my phone number and due to history I do not expect to receive a phone call. On the last few times of attempting to contact them I received a message which stated if receiving this message during regular business hours please try again or if after hours wait until regular business hours. With their statement saying they close at XXXX XXXX est and me calling at XXXX est. I do not understand. At this point I contacted my bank again. My bank advised that the check submitted has not been processed or even submitted for processing. So I made the decision to cancel this check at a {$34.00} cost to me and attempt another online payment which says if made by XXXX est it would be credited to my account. This payment has not been processed yet, it does not reflect in my payment history on the website, and it does not appear in my pending transactions with my bank. To attempt to end this nightmare of attempting to for the 4th time my mortgage I submitted this payment for my mortgage payment amount as well as all fees that I was unrightfully given by this company. At this point I do not know what else to do. After all of the calls, emails, and attempts at payment I am at a loss and fear that this company will try to foreclose on our home even after my attempts at payment. I have never been late on a payment on any account in my life and now I am living this nightmare. I am seeking your help with this issue. Thanks. Also attached below is the call records from my cell phone number for the selected dates. The numbers assoc. with this company are XXXX and XXXX. Thanks
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| 06/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I was in a forbearance for my mortgage, and in XXXX of XXXX, when I finally could resume my payments I had applied for a loan modification with loancare mortgage servicing. Finally I After multiple times of resending copies of the same paperwork in XX/XX/XXXX I I excepted a loan modification. I made my XXXX and XXXX payment and then when I went to go make my last payment for the loan modification in XX/XX/XXXX I was told they had canceled my modification. I didnt understand why I asked him multiple times they told me that it was my fault when I explain to them that theres absolutely not XXXX thing that I have done wrong. I have done everything right and I also making my payments even before I started a long modification I was making my payments from XXXX on XX/XX/XXXX. I received a phone call from A representative from loss mitigation XXXX ex XXXX. She had explained to me that they had made a mistake on my modification, but dont worry about it. Its OK theyre going to give me a new loan modification. I asked them why what was the mistake? She did not tell me she just kept telling me not to worry about it. I asked her. I asked if it was their mistake why do I need a new modification I just cant make my last payment? She told me that they have to give me a new one. She offered me a new modification. this modification was different. It was a flex modification with no BPR. I asked her how do I accept it? She told me that I can deal with her over the phone. My first payment for XX/XX/XXXX. at this time my loan was being transferred to XXXX XXXX company. I asked XXXX I said is this going to be an issue for me now will they still honor the loan modification if I get transferred in between she said absolutely theres have to order the modification. Its not gon na be a big deal. Just make your first payment with them and Ill be all set, I I asked XXXX more time if she was positive because Ive been going through this process for a long time and I can not lose me and my children home.? she said absolutely. I accepted it with her over the. I am now with XXXX XXXX company. I made my first XXXX payments and completed my loan modification with them. They had told me that they can not honor it because Loancare did not give them all of the paperwork which was the assumption that they needed because I am on the deed but not the mortgage and my fiancee was deceased and he was the borrower. She explained that I would have to start a new modification process so I did. I got a letter in the mail stating that my home is now In foreclosure. I was extremely upset because this is my home with my children and this is our home with their father before he passed. My point of contact told me it's on hold because I'm in modification process. I still dont understand why because I have been doing everything right and since I was notification, I dont know why that it was already in foreclosure especially because I was willing to make the payment still not explained I didnt XXXX na lose my house I do not wan na lose it I am I have proven twice and was paying before the modification starte. paying the mortgage which I have proven twice and was paying before the modification started In this time I had gone back-and-forth with Shellpoint and Loancare trying to figure out what had happened and when I spoke with Loancare, they kept telling me that they have to accept the loan modification that they do not need an assumption. It's now XX/XX/XXXX. I just saw that my loan modification and just figured out last weeklast week that when I called up my mortgage company, XXXX again, and I tried to speak with somebody different than my point of contact to see maybe if they can figure out what had gone wrong with my first XXXX modifications A gentleman had looked into it, it took him XXXX minutes and found out that Loancare had started me in the XXXX modification without getting assumption approval through XXXX XXXX. Then before getting the assumption again started me in the new flex modification and then transferred the loan. He saw that they got denied after transferring loan because I was no longer with their company and they had already transferredto XXXX. After all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Both these companies are horrible! after all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Not anyone at loancare no my point of contact even made an effort to look into the situation. They just spoke to me like I was crazy. This is absolutely absurd. Now my home is in foreclosure, and after losing my fianc and my children losing their father the last thing I need to do is lose our home over a mistake, because the representatives at both companies are too lazy to and careless.
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| 10/22/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied for a partial claim FHA loan modification on XX/XX/XXXX. I faxed the documents and received fax confirmation that all documents were received. I received a letter on XX/XX/XXXX asking for 60 day bank statements. I also received a call on XX/XX/XXXX advising me that the year XX/XX/XXXX was not included on the XXXX. I had the document which was included in the original faxed package in my hand and I clearly wrote the year XX/XX/XXXX on it because it wasnt typed on the form.
I was also advised that since my husband and I didnt have a bank account, and all we had was a XXXX XXXX XXXX money market account which was given to my husband by his employer in order to receive direct deposit, that we needed to include a letter of explanation explaining that it was a money market account used for direct deposit and that we couldnt deposit funds on it. We could only use it for withdrawing money and as a debit card. The representative also told me I needed more current statements. I did include the most current statements when the original package was faxed on XX/XX/XXXX. The representative also advised me that they needed our XX/XX/XXXX taxes. The only missing item listed on the letter from Loan Care ( XXXX XXXX XXXX ) was 60 day bank statements. I never received any other letters from them listing all the other missing documents. Our former attorney still had our XX/XX/XXXX taxes so I was able to email all documents listed above on XX/XX/XXXX at XXXX XXXX.
I still did not receive any additional letters stating who my single point of contact was or advising me that additional documents were needed. Loan Care was not following the keep in touch routine every 3 business days.
SIDE NOTE-Our Investor is XXXX XXXX XXXX XXXX XXXX. The mortgage was sold by XXXX XXXX to XXXX in early XX/XX/XXXX. I dont even think the first legal was filed within the timeframe stated in the HUD guidelines from XXXX or Loan Care as servicer for XXXX. I used to work as a supervisor, Banking Officer for XXXX XXXX XXXX XXXX and worked in the Loss Mitigation Department in both HUD Partial Claim loan modifications and short sale/deed in lieu closings. So I am familiar with the requirements. I also worked on a project during my time at XXXX XXXX XXXX because the current 2016 HUD Mortgagee letter requirements were not followed on several loan modification, short sale and deed in lieu of foreclosure closings before I joined the loss mitigation department. The procedures were 2 years out of date and claims were made to HUD to receive the claim funds. The closing packages were missing several HUD required documents because the department was following old HUD Mortgagee guidelines. XXXX XXXX XXXX received these funds from HUD and knowingly did not return them to HUD once they realized that there was a huge error on their part. They did not want to red flag HUD about the error. These loans were XXXX loans and I am aware how their servicers handle their loans and treat their borrowers. To my knowledge there was about XXXX XXXX XXXX in claim funds XXXX XXXX XXXX should not have kept after they discovered the huge errors made. I did report this to a false claim attorney after I was left XXXX XXXX XXXX in XX/XX/XXXX. However, I was advised that if the government wouldnt get involved that they would not pursue the case. I even had a sample of loans with loan numbers that I found on my computer on a spreadsheet from when I worked from home.
The next call I received from Loan Care was XX/XX/XXXX. The representative said they needed even more current bank statements from the money market account and the letter of explanation stating that it was a money market account needed to have wet signatures by both me and my husband as well as the date. I was advised that once they received these last documents the file would go to underwriting for a loan modification. I emailed these documents to Loan Care on XX/XX/XXXX.
I still did not receive any letters stating who my single point of contact was. On XX/XX/XXXX I received a call from a representative named XXXX. XXXX advised me that my file was with the Foreclosure Team. This was news to me. I never received any calls in almost a month stating we were declined or that they needed more documents or any letters stating the same. XXXX was incredibly rude, degraded me, talked down to me. She was advising me that I had to send an entirely new loan modification package. I asked for a supervisor and she thought I was on hold and I could hear her talking about me. At this point I was extremely irate and yelled I can still hear you. She transferred the call and the call was dropped. This is why I am coming to you for help. I was finally advised during this call that my SPOC was named XXXX XXXX but I never received any letters or calls from him. I am asking for your help to proceed with this loan modification request.
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| 08/03/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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The following is the email that I have sent to Loan Care Servicing 5 times, I have called over 25 times, and still no resolution, today they wanted me to send my credit report, I got my credit report from the company I am trying to obtain a mortgage with and I am not comfortable emailing my entire credit report to Loan Care Servicing containing all of mine and my husbands account numbers,, socials, everything. This has been going on since XX/XX/XXXX, with no resolution no offer of resolution, nothing, no answers, I get hung up on, transferred and never picked up by a manager, currently I have been on hold for more than 20 minutes waiting for a manager. This is unfair treatment and I need a resolution. Your reference/ticket number is XXXX. STILL NO REPLY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO RESOLUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -- -- -- -Original Message -- -- -- - From : Customer Service Date : X/XX/2017 XXXX XXXX To : XXXXXXXXXXXX Subject : Acknowledge : XXXX XXXX { ( Ticket # XXXX ) PLEASE SEE MY ORIGINAL LETTER BELOW TO YOU, I HAVE CALLED AND CALLED TO NO AVAIL, I HAVE BEEN DISCONNECTED, PUT ON HOLD FOR OVER AN HOUR, AND TOLD I WOULD BE CALLED BACK, AND STILL NOTHING. I AM TOLD THIS WILL BE TAKEN CARE OF AND STILL NOTHING, IT STILL SHOWS ON MY CREDIT REPORT. THIS SHOULD HAVE BEEN RESOLVED BY NOW. I HAVE BEEN TRYING TO PURCHASE LAND BUT BECAUSE OF A 30 DAY LATE MORTGAGE PAYMENT ON MY CREDIT BUREAU I AM UNABLE TO GET FINANCING AND HAVE LOST THE ORIGINAL PURCHASE BUT AM TRYING TO MOVE FORWARD ON ANOTHER PIECE OF LAND. I HAVE CC 'D CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU, TRYING TO GET SOME RESOLUTION HERE. THIS HAS BEEN GOING ON FOR FAR TOO LONG, THIS IS NOT ACCEPTABLE!!!!!!!!!!!! PLEASE PROVIDE RESOLUTION IN A TIMELY MANNER. Subject : Acknowledge : XXXX { ( Ticket # XXXX ) Hello, I am writing to you regarding the Home Loan I have with LoanCare. My loan was purchased/transferred from XXXX XXXX, I believe in XX/XX/XXXX/XX/XX/XXXX, unfortunately I never received any notices, for some reason when my loan was transferred to LoanCare, my XXXX XXXX did not carry over, we do not get mail service at our house, no one where I live does, there is no mail service. I was set up on auto draft with XXXX XXXX and was never late, EVER. Apparently I needed to set this back up with LoanCare, again, I never received any notices because you were mailing them to my physical address and not to my XXXX XXXX , and the Post Office was not forwarding them to me. In XX/XX/XXXX I was paying my bills as I do once a month every month, I noticed my mortgage payment had not been drafted for XX/XX/XXXX so I called XXXX and they referred me to Loan Care for service, and they too ( XXXX ) were surprised that I had been removed from AutoPay, I called LoanCare and made a double payment, both XX/XX/XXXX and XX/XX/XXXX. I tried to add my XXXX XXXX at that time, telling LoanCare there was an error in the transfer and it did n't carry over, they would not do it and said someone would be in contact with me, no one ever contacted me, however my address did get changed because shortly after that phone call I received my welcome letter at my XXXX XXXX . After that initial call in XX/XX/XXXX I went online, created an account and set it up on AutoPay again to start drafting in XX/XX/XXXX, all is well, or so I thought. In XX/XX/XXXX, I went in to my account ( XXXX ) to pay my bills and noticed my XX/XX/XXXX payment had not been drafted, AGAIN, I called LoanCare right away and made a double payment both XX/XX/XXXX and XX/XX/XXXX and set it up with a service rep over the phone this time. I am happy to report that my XX/XX/XXXX payment drafted properly and we seem to be on track. I have also set a reminder on my calendar to check my account to be sure you continue to draft my mortgage payments. The problem is, this has greatly affected my credit by having a 30 day late mortgage payment reported to the credit bureaus, I have called and emailed LoanCare customer service and have gotten very upset. I have been told by XXXX it has been removed, but it has not been removed from XXXX, I even disputed this with XXXX and they came back with an update but no change. I was never late on my mortgage payment, I can show you bank statements showing the money available in my account, I have had more than enough to cover my mortgage payment at all times in my accounts. I assumed AutoPay was a pretty reliable way to make my mortgage payments and it has never failed me in the past. Please take a look at my payment history with XXXX, the fact that the AutoPay and address not transferring being the problem and not that I simply did n't pay my mortgage payment. I ask that you update all 3 of my credit reports with satisfactory on time payments to your company. Sincerely, XXXX XXXX Loan Number : Property Address : XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX
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| 12/17/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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As part of the CARES Act, I requested to have my mortgage payments postposed due to impacts from the Corona virus. I was in forbearance starting in XXXX but was still making partial payments when I could. In XXXX, I notified LoanCare that I was able to remain normal payments and applied for a partial claim. I was approved for {$2200.00}, which is essentially 2 months worth of payments. I got the documents they requested notarized and sent back w/in 30 days, like they requested. I was advised on XX/XX/XXXX that the partial claim was approved and the {$2200.00} would be applied and my next payment would be due XXXX XXXX, XXXX. I made my XXXX payment on XX/XX/XXXX for {$1100.00}. This is when I started to get notices that my account was past due, so I called and Customer Service told me that everything was ok and to disregard the notices. It may take 30 days for the partial claim to update. I continuously checked my account and the {$2200.00} that was approved for the partial claim was never applied to my account. I called weekly, sometimes twice a week and was told the same thing, " Check back next week. '' " It is still processing. '' At this time, it is well past 30 days from when I was approved for the partial claim and my account was still not updated. I decided to make my XXXX payment early on XX/XX/XXXX because I was advise by multiple reps that my next payment was due on XX/XX/XXXX. I make all my mortgage payments early. XXXX comes around and I make my XXXX payment on XX/XX/XXXX for {$1100.00}, which included a late fee of {$27.00}. I was told that I would not be accessed any late fee 's while technically still in the " forbearance period. '' I called on XX/XX/XXXX and requested to have a call back from a Supervisor. XXXX ( XXXX XXXX from Arizona ) called me back and told me that he will investigate and call me back. He said he would call me back by XX/XX/XXXX, before XXXX. Never received a call back. I call back on XX/XX/XXXX and spoke to XXXX. He was finally able to tell me that because I made my XXXX payment in XXXX it threw their system off and therefore I would have to call back and speak to someone in Loss Mitigation. The dept was closed during the time I called. All this time in between, I received over 10 correspondence about my account being past due and in jeopardy of foreclosure if I did not make a payment of {$2200.00}, the amount my partial claim was approved for and each and every rep that I spoke to told me the same thing, still processing. I call back on XX/XX/XXXX and talk to XXXX in Loss Mitigation. She tells me that she see 's the issue and spoke with her Supervisor who submitted a ticket to escalate the problem and get the partial claim applied to my account and to apply it for XXXX and XXXX because the payments that I made in XXXX and XXXX, which should have been for XXXX & XXXX, are applying to XXXX & XXXX payments and my next payment will be due XX/XX/XXXX. She tells me they will get the partial claim applied for XXXX & XXXX so it will bring me current, even thought I'm technically not late. She advises me to call ack on Friday, XX/XX/XXXX b/c it typically take about 4 business days to complete an escalated ticket. I call back on Friday and spoke with XXXX. She tells me that the ticket is still open and it looks like there was no activity as far as anyone working on the escalated ticket and she submits another escalation. Again, I was advised to call back the following week. I call on XX/XX/XXXX and spoke to XXXX. She again tells me that the escalation ticket that was only supposed to take 4 days is still open and this time she has emailed a Supervisor in Loss Mitigation to try and get this issue corrected and the partial claim amount applied to my accounts b/c at this time, it is still showing 2 months past due. And again, to call back in a week. So here I am, another week later and still NO resolution. My account is still showing past due and the certified letter stated that if I do not bring my account current by XX/XX/XXXX, I will go into foreclosure.
I have never been in a situation where I've been given the run around for so long, months! It has been over 2 months, countless phone calls and still no solution. To get multiple letters stating that I will go into foreclosure if I do not make a payment that my mortgage company was supposed to apply to my account and correct is very frightening, especially when I have a family that I provide for during this unprecedented time. The lack of follow up and willingness of representatives that I have spoken to is unreal. Where is the service to the customer? Why have I been told from a Supervisor that he will look into the issue and call me back but there was never any follow up. Why hasn't anyone taken initiative to follow through? I am very disappointed in the unprofessionalism and lack of service I have been given.
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| 06/29/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I received a loan servicing transfer notification from LoanCare LLC account # XXXX in the middle of XX/XX/XXXX ( letter dated XX/XX/XXXX ). The letter stated that my mortgage would transfer to XXXX XXXX Account # XXXX on XX/XX/XXXX and that LoanCare LLC would stop accepting payments on XX/XX/XXXX. Page 3 of the transfer notification informed that if I was already signed up for auto pay that XXXX XXXX would allow the auto draft to continue.
On XX/XX/XXXX LoanCare LLC auto-drafted my checking account in the amount of {$2100.00}.
On XX/XX/XXXX we received a letter from XXXX XXXX stating that the insurance for XXXX XXXX XXXX was expired and that they would acquire force placed insurance unless we provided the proper documentation. My wife called XXXX XXXX to discuss the issue and what to do to fix it. During the conversation with a XXXX Customer Service Rep, my wife learned that the loan documents were transferred from LoanCare LLC on XX/XX/XXXX, but XXXX XXXX had not yet received the transfer of the XX/XX/XXXX {$2100.00} payment from LoanCare LLC ( received at LoanCare on XX/XX/XXXX ).
On XX/XX/XXXX, I attempted to gather proof that LoanCare LLC received my XX/XX/XXXX mortgage payment on XX/XX/XXXX as my bank had indicated by going to the payment history within my account on their website and the last recorded payment received was for XX/XX/XXXX.
On XX/XX/XXXX, I called LoanCare LLC, spoke to a customer service rep, requested confirmation that they received my XX/XX/XXXX mortgage payment via receipt, and asked if they had transferred the XX/XX/XXXX Mortgage payment to XXXX XXXX. The customer service rep stated that LoanCare LLC had received my XX/XX/XXXX mortgage payment and had transferred it to XXXX XXXX on XX/XX/XXXX. When I asked her for a document to prove that LoanCare LLC had received my XX/XX/XXXX Mortgage payment, the rep told me that they could not because my account was closed and that my bank account would suffice. She also stated that she could not provide proof of the transfer to me.
On XX/XX/XXXX I called XXXX XXXX and asked if they could run a query to determine if they had received the XX/XX/XXXX transfer from Loancare LLC. XXXX told me that she would run a query with the finance department to confirm or deny receipt.
On XX/XX/XXXX, I submitted an e-mail to LoanCare through their portal requesting a receipt for my XX/XX/XXXX Mortgage payment and a receipt for the XX/XX/XXXX transfer.
On XX/XX/XXXX I submitted an official qualified written request to LoanCare LLC seeking confirmation that my XX/XX/XXXX mortgage payment was received on XX/XX/XXXX and Request official proof or written confirmation of the XX/XX/XXXX transfer of my XX/XX/XXXX mortgage payment from LoanCare LLC account # XXXX to XXXX XXXX Account # XXXX.
On XX/XX/XXXX I called XXXX XXXX and spoke with XXXX at Customer Service to confirm receipt of payment from LoanCare LLC and XXXX stated she would have to elevate the issue to the finance dept to check on the status. XXXX stated that she would call me back once she heard back from Finance. XXXX called me at XXXX and told me that XXXX XXXX had received the payment for my XX/XX/XXXX mortgage.
On XX/XX/XXXX, I was notified that my bank account had been drafted on XX/XX/XXXX by XXXX XXXX in the amount of {$2100.00}, which was a huge surprise to me because neither I nor my wife had set up autopay with XXXX XXXX or authorized this transaction.
On XX/XX/XXXX, I called XXXX XXXX and spoke to XXXX who informed me that my bank account was autodrafted for {$2100.00} on XX/XX/XXXX, that she could not confirm who authorized it, and she also had no record of ever receiving the XX/XX/XXXX transfer from LoanCare LLC. I asked to speak to her supervisor and she placed me on hold. After returning, she informed that her supervisor was speaking to the finance department and would call me back. So far ( 5+ hours ) no call back.
On XX/XX/XXXX, I called LoanCare LLC and spoke to XXXX. She informed that Loancare LLC wrote a check to XXXX XXXX and sent it to them on XX/XX/XXXX. XXXX could not provide proof of the transfer so I requested to speak to her supervisor. She placed me on hold and returned and told me that her supervisor, XXXX, sent an e-mail to the LoanCare LLC finance department to request confirmation that {$2100.00} was sent to XXXX XXXX on XX/XX/XXXX.
In summary, in the month of XX/XX/XXXX, my banking account has been drafted twice, once authorized on XX/XX/XXXX by LoanCare LLC for {$2100.00}, once not authorized by XXXX XXXX on XX/XX/XXXX for {$2100.00}. One of these payments is unaccounted for apart from LoanCare LLC 's verbal assurances. Attempts to gather proof from LoanCare LLC for a document to prove receipt of my XX/XX/XXXX mortgage payment and proof of the transfer/or check to XXXX XXXX have thus far been unsuccessful.
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| 04/14/2020 |
Yes |
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- Trouble during payment process
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Web |
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To Whom It May Concern, I know right now everything is about Coronavirus-19, but I hope I find a empathetic ear as I feel that my story is the same for a lot of American people.
We are fighting against foreclosure because of a minor mistake committed by the XXXX XXXX XXXX, which they corrected immediately when discovered.
The company administrating our real estate loan with XXXX XXXX is Loan Care/XXXX out of Florida. Loan Care/XXXX is the company that filed the foreclosure.
In XXXX when I checked our checking account, I found I was totally overdrawn. Loan Care has deducted {$1500.00} instead of the normal {$690.00} in XXXX and XXXX, XXXX which put my account into overdraft. My husband immediately called Loan Care and was advised not to make remittance until the error was corrected. After he called XXXX Countys Tax Office the error in the tax assessment did not reflect the Residential and Homestead discounts bringing my tax bill up to {$5100.00} from {$1700.00}. The County immediately refunded the difference to Loan Care. He, my husband, promptly advised Loan Care of the refund and tax adjustment.
Again we were told by Loan Care to hold off on payments until the refund was logged and adjustments made.
Until XXXX, XXXX, my husband dealt with all of this, but on XX/XX/XXXX he had a XXXX XXXX and had XXXX XXXX followed by a 5-day XXXX. I didnt know if he was going to get through this or not! All of a sudden I was alone and helpless with all of this. I went through all the paperwork from Loan Care as I wanted to fix the problem as quick as possible.
In XXXX I received a bill for {$9300.00} due on XX/XX/XXXX with a monthly premium of {$1500.00} ( no adjustments to tax change ). I didnt understand what was going on so I called Loan Care. Actually 4-5 times a day til mid-XXXX, but got a different person every time that told me something different which was no help. They said a lot, but didnt say anything!
Not knowing what to do, I sent Loan Care a check for {$1800.00}. 13 which I calculated I owed. They returned my check without statement or instructions on how to proceed. So I started again my phone campaign of multiple calls daily to try and get some help. On XXXX I was told via phone that my case had gone to their attorney, XXXX XXXX XXXX for foreclosure so I started to phone the attorney for help.
Besides phone calls I went to XXXX County Tax Office twice where I received the most information. They told me they had refunded the overage and showed me proof that Loan Care had received the monies, and that they had remedied the error promptly. They couldnt understand whats going on.
After multiple phone calls XXXX XXXX told me they couldnt help me as they were Loan Cares attorney and that there was nothing they could do for me. All this was done while my husband was still in a XXXX! I feared that I might loose my husband and my home! I almost had a nervous breakdown so I sought medical help and was prescribed a XXXX.
After a long search I found an attorney that was halfway affordable. I was advised to save the normal monthly payments, which I have, and just to wait til Loan Care made the next move. We were finally served with a Foreclosure Suit on XX/XX/XXXX and have been awaiting procedures since then.
My attorney has advised me that the outcome of the trial could result in me having to pay their attorney, paying ALL erroneous penalties with interest, and court costs. Through no fault of my own, the County admitted their error and corrected it, and because of the unethical business practices of Loan Care/XXXX I am in the nerve-wracking situation!
But it doesnt end here. On XXXX, XXXX, a water line broke in the upstairs bathroom which damaged the entire upstairs, penetrated the downstairs ceiling and wall, warped the hardwood flooring, and soaked the insulation in the crawlspace. Total estimated costs to restore our home to a safe and former condition might be close to {$30000.00}.
It is the insurance policy to include both parties, XXXX XXXX XXXX AND Loan CareXXXX, when payment exceeds {$6000.00}. Loan Care refuses to counter sign the checks. So we sit here with open walls and ceilings in a airborne and surface mold infested environment since XXXX, XXXX!!
My question is how is a company like this permitted to operate as they do without government control or public attention? Though many, many homes are lost through unethical foreclosure because of unaffordable legal representation or people get so frustrated that they give up ; why dont we hear about this? When you google LoancareXXXX, you find out that way to many people have to deal with the same or similar problems like us.
I am XXXX years old and my husband is XXXX years ; thank you Loan Care/XXXX so very, very much for ruining our retirement!!
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| 08/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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As of XX/XX/2019, LoanCare, a subservice to XXXX XXXX XXXX XXXX took over the processing of my mortgage from XXXX. I attempted to schedule the XX/XX/2019 payment on line through their website however that option was not going to be available until XX/XX/2019 or after. In order to not be late on the XX/XX/XXXX payment, I mailed Loan Care a check to the address provided and included the temporary coupon that was included with the welcome paperwork. On XX/XX/2019, Loan Care processed the check through their bank and it cleared my bank on XX/XX/2019. I logged into their website ( myloancare.com ) on XX/XX/2019 to schedule my payment for XX/XX/2019. I saw that my account did not reflect the XX/XX/2019 payment. On XX/XX/2019, I checked again and it was still not showing as a credit. I contacted the number in the welcome package and the representative attempted to locate the payment. She stated that she was unsuccessful and that it didnt appear to be credited to my old loan number from XXXX. I was asked to email a copy of the check to a specific email address ( XXXX ) and to call back the next day with the tracking number ( XXXX ). On XX/XX/XXXX, I called back and gave the representative ( XXXX ) the tracking number. He pulled up the information and stated I should have no trouble getting the payment credited as I included both the front and back of the check. He stated that I should have a resolution on or before XX/XX/2019 and that this would not affect my credit. I logged into the website on XXXX XXXX and my account did not reflect the payment. I contacted them by phone on XX/XX/2019 ( Mrs. XXXX was the CSR ) and was told that the request was still in process and they did not know when this was going to be finished. I was instructed to wait another 3 business days and then call back for progress. Due to the fact that I was not satisfied that action was being taken, I sent another email requesting a definitive date as to when the resolution was going to take place. I was given another tracking number ( LTK XXXX ). I waited until XX/XX/2019 and again checked the website to see if this was taken care of. It was not, so I again telephoned them ( XXXX was the CSR ). I was again told that it was still in research and that it is taking longer than expected and should be done in 7 - 10 business days. I was not satisfied with that answer and asked to speak with a Supervisor. They took my number and told me that a Supervisor would call me as soon as possible. A Supervisor who identified himself as XXXX called back about an hour later. He stated that according to the notes in the file, I was notified on XX/XX/2019 that they were unable to open the file I provided. I let him know that no one had contacted me and if they had I would have complied immediately as I want this matter settled. He asked me to copy the screenshot onto a word document and send it to the earlier email ( XXXX ). He waited on the line until I was able to provide him with another tracking number ( XXXX ). He opened up the file and found that it was clear and the matter should be resolved in 5 business days and to call him directly if it was not ( His direct # XXXX ). On XX/XX/2019, I called the main number and the representative ( XXXX was the CSR ) told me the payment is scheduled for processing tomorrow, that the payment was applied to my old XXXX account number, and they will contact me via email when the matter was resolved. I called the Supervisor XXXX and left a message for him to call me back as he requested if the matter was not resolved. He has of yet not returned my call. I waited and checked the website again on XX/XX/2019 and the payment was still not processed. I then contacted the main number again ( XXXX was the XXXX ) and was told that their cashiering department had been having issues since XX/XX/XXXX, that they would not be able to do anything with the work orders until XX/XX/XXXX and that I should wait until XX/XX/XXXX -XX/XX/XXXX for a resolution. She provided me with a confirmation number. ( # XXXX ) I checked the website on the evening of XX/XX/2019 and the payment was still not processed. I checked the website again, XX/XX/2019 and the payment was still not credited to my account. I checked again on XX/XX/2019 and again there is no credit applied. I contacted the main telephone number and the representative ( XXXX was the CSR ) read the notes in the file to me. He stated he had no idea what was going on with the cashiering department but was going to have a Supervisor call me in the morning to help me with answers. He stated that he would be in at XXXX EST and would send my information to a Supervisor and I should expect a call in the early afternoon. On XX/XX/2019, I never received a call from a supervisor and my account is still not credited.
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| 06/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have an issue with a company called XXXX XXXX XXXX, address XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, VA XXXX. The loan number was XXXX. The issue is with them reporting two 30 day late payments on my credit report in XX/XX/XXXX and XX/XX/XXXX. I believe this reporting to be unfair, as the original loan company sold my loan without my knowledge and the automatic payment that was established was removed. I had no knowledge that the loan was sold as i moved to a different state for work and they only allegedly mailed me communication that this would occur, although they had my same email and phone number on file for 7 years and they could of easily called or emailed me to ensure the loan properly transitioned over to the new loan servicing company. When the automatic payment was removed, I had to manually go on their website to pay and I was consistently 30 days behind each month based on when I found out this had occurred, which was after the first payment didnt go through, this was after they took over ownership of this loan. It was an extremely busy time for me as I moved to a different state for work and I was working very crazy hours and not tracking what had transpired, as it was not necessary before due to automatic payments being made. I actually thought I was on time, but the automatic payment being removed messed up my payments and I was consistently about 30 days behind for the remaining time until the loan was paid in full on XX/XX/XXXXThe late payments were a few days over the 30 day reporting timeframe and thats when they reported it to the credit bureau. This was in addition to them charging me late payments the entire time, which I also paid them. This issue would of never happened if they did not sell my loan and remove my auto payment. I called and tried many times to fix this but their customer service is very poor and they offered little assistance. Additionally, my credit score shows no other late payments from any other companies, this is specific to this company as a result of the issue I previously stated. The company could of called or emailed me after the loan was sold to ensure the auto payment was still working to help create a smooth transition. I believe they dropped the ball, yet Im the one punished through negative credit reporting and late fees. After the loan was paid off in XXXX of this year, I realized that they actually reported these 2 late payments and I contacted them about 20 times to see if they could correct and report this to the credit bureau or simply send me a letter as documentation based on their role in the late payments and they refused. They have been extremely uncooperative in trying to resolve this. Im in the process of trying to buy another home in the state i relocated too and no mortgage company will lend to me based on these alleged late payments. When I asked them to simply write a letter explaining what occurred, they wrote me a letter last week denying my request. As an example of what occurred, XX/XX/XXXX was paid in XX/XX/XXXX and XX/XX/XXXX was paid in XX/XX/XXXX, the XX/XX/XXXX was the final payment and at that time paid in full. The entire loan balance was paid in full on XX/XX/XXXX and it was processed by them on XX/XX/XXXX. This was how the payment history went after the loan was sold, consistently about 30 days behind as a result of the payment timing being off, due to auto payment being removed. Having a working website is the responsibility of the lender, I called in to the company many times after the loan was sold to try and have the automatic payment set back up but their website would never accept or allow it to be re-established. It is also very convenient that this company benefits from the late payments because they charged me an extra fee each time!
This company received every single payment from this loan with additional alleged late fees. It is my hope that this will be corrected in a fast manner, as this has been a major inconvenience and I have no protection as a consumer from false and alleged claims being made about me. I did not have any issues with payments being made on time until my loan was sold and the automatic payment was canceled. I previously had another loan with the company who sold the loan, called XXXX XXXX and I had no issues whatsoever with that mortgage and that loan was also paid off in full in the year XXXX.
A company should strive to let its clients know when they sell their loan, especially if it will effect the servicing aspect like automatic payment removal! I had no idea this took place, the notification was solely mailed to my previous address. It could of easily been emailed or someone could of called me! This company takes no responsibility on this issue and unfairly puts the full blame on me, the consumer.
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| 11/09/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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I was in a Covid Mortgage Forbearance Plan during Covid with my Mortgage holder, Loancare. When it appeared that the issues from Covid impacting my financial situation seemed to be possibly becoming solved ( which was not an instantaneous process ), I contacted Loancare and asked them if I could work out a modification on my mortgage with them going forward, as I came out of the Forbearance Plan. They said yes and requested a lot of information, forms filled out, copies of Bank Statements, taxes, etc. I complied with all in a timely manner. They told me that I did not have to make payments while the modification agreement was in process, that it usually didn't take that long, and that it WOULD NOT show up as a " negative '' or " late payment '' on my credit report, as I was trying to exit the Forbearance Plan. I asked them this question about my credit reporting every time I talked to someone, which was at least once a month, or more often, and was told every time that they would not be reporting me as " delinquent '' or " late '' during the modification process and exiting Forbearance. I recently found out that they were reporting my payments as " Late '' when I applied for a new credit card a few weeks ago ( which I very much need ), and was denied. The credit card company ( XXXX ) told me their decision to deny me the card was based solely on " late payments '' on my mortgage reported by Loancare. This was a complete shock to me, since I had been in Forbearance, and was assured by all the customer service people that I talked to that this would not be the case, as I was in process for a modification plan, and trying to exit the Forbearance as the economy slowly improved. My credit is otherwise good, I have been making all my payments, and on time, just like before Covid. I had two other mortgage companies that I was working with at the same time as Loancare to get modifications and exit Forbearance, and both of them were able to get my modifications done in a timely manner, did not report me as " Delinquent '' or " Late '' during the exit of the Forbearance into the new loan modifications, and both have been getting timely payments every month ( XXXX of them for well over a year already ) ever since. One of these other mortgage companies is actually even owned by Loancare, their subsidiary XXXX XXXX, and Loancare " spun my mortgage off '' to them without input from me last summer ; but XXXX XXXX also told me I wouldn't be reported as late while we were working out the modification plan, and they didn't! Loancare took an excessively long time to get me a modification offer, has been getting my payments on the new plan since last XXXX when it was finally sent to me, they have taken well over a year to get me that new plan and payment amount, and the paperwork I notarized and sent back last summer finally came back to me only a few days ago, despite me complying timely with their every request and returning the notarized paperwork Loan Modification Agreement to them last XXXX, AND I'VE BEEN MAKING EVERY PAYMENT since I finally found out what to pay, last XXXX. They are STILL reporting me as " Delinquent '' to the credit bureaus, and apparently have been, going back for over a year, since XXXX of 2021. This has done irreparable damage to my credit, and has likely cost me thousands of dollars, including likely receiving higher interest rates on my other loans, due to their credit reporting that I didn't even know about, since I was told it would not be reported negatively. I have made several phone calls to Loancare since I discovered this mid XXXX, to no avail. They tell me there is nothing they can do. They have told me every time I call, that a Supervisor is not available and they will have one call me, but no one ever does. They have reported me as delinquent going back to XX/XX/2021, when I first contacted them about trying to get out of the Forbearance and onto a loan modification, and despite telling me that they would not be reporting it as late or delinquent. I would like this " bad credit '' reporting corrected by them, and also a letter from them to all the credit bureaus ( copy sent to me ) letting them know that I was in a Forbearance transition and was told I did not need to make payments until we knew the new payment amount, and that it was not supposed to be reported as late to the credit bureaus, and that I have been making all my payments, as per the new agreement, in a timely manner for several months now. The correction on credit reporting needs to go back as far as the time when they started reporting me as late ( XX/XX/2021 ), after telling me that they would not be. The credit card company has given me only 90 days to get this corrected. Please help, as Loancare does not respond to me.
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| 11/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I purchased my home in XX/XX/XXXXat XXXX XXXX XXXX, XXXX, GA XXXX. On XX/XX/XXXX my mortgage was Modified and I established Automatic Draft payment arrangements with XXXX XXXX and paid my payments on time every month. The OUTSTANDING PRINCIPAL BALANCE or Interest Bearing Principal balance of {$26000.00} was due to be paid in full on XX/XX/XXXX since the Outstanding Principal Balance on that Loan Statement was only {$78.00}. On XX/XX/XXXX I mailed my mortgage payment of {$480.00} check # XXXX to cover my payment due XX/XX/XXXX. This should pay in full the Interest Bearing Principal Balance of my Modified Mortgage and satisfy my Escrow account. The next mortgage that should be due on XX/XX/XXXX should begin the amortization process for the DEFERRED PRINCIPAL BALANCE of {$110000.00} AND MY PAYMENTS SHOULD CONTINUE as outlined in my HOME AFFORDABLE MODIFICATION AGREEMENT, a copy of which I provided to loan care on XX/XX/XXXX and again on XX/XX/XXXX.
LOAN CARE A Service Link Company has been servicing my mortgage since XX/XX/XXXX and assigned me a LOAN # XXXX. I have always paid on time automatically and directly from my checking account until XX/XX/XXXX when they automatically withdrew a significantly larger than the agreed upon amount from my checking account without my permission and without clarification. Effective XX/XX/XXXX with check # XXXX for {$480.00} I started writing my own checks.
On XX/XX/XXXX I called Loan Care to inquire why my payment was not posted for XX/XX/XXXX to pay off the OUTSTANDING PRINCIPAL BALANCE/Interest Bearing Principal Balance of my mortgage of {$78.00}. That was when I was told that Loan Care MADE AN ERROR AND PLACED MY PAYMENT IN A " SUSPENSE '' ACCOUNT.
I did not receive a bill for my payment due XX/XX/XXXX to begin paying off the DEFERRED BALANCE OF {$110000.00} that appears on my monthly mortgage statement.
Since XX/XX/XXXX I have become a victim of ongoing ROBO CALLS from Loan Care Collection Department, I have been the victim of abusive servicing practices and for the past 10 months of calling, writing, continuing to pay my mortgage on time Loan Care has continued to take my payments and place them into as " suspense '' account rather than to apply them properly and correct their error. Loan Care has placed me on a daily automated unattended collection call telling me that my account is delinquent. They have sent an un-marked car to my house on a Sunday with an unidentified note saying that I must pay my mortgage. Loan Care has returned my mortgage payments made XX/XX/XXXX for {$510.00} my check # XXXX for payment due XX/XX/XXXX and also on XX/XX/XXXX they sent to me their check # XXXX for {$510.00} saying it was an amount from their escrow account.
I have returned the payment back to Loan Care for {$510.00} by my check # XXXX dated XX/XX/XXXXalong with an additional check for {$510.00} # XXXX dated XX/XX/XXXX to make my payment due XX/XX/XXXX. In addition to continuing to make my monthly payments.
Loan Care has reported delinquent debts on my credit report causing terrible effects on my other creditors who have started reducing credit commitments that they have made to me as a result of Loan Care 's derogatory credit reporting. My monthly mortgage statements from Loan Care are all full of errors.
When I realized that I am dealing with a situation that is out of my control, I drove up to where the office was for XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, GA XXXX XXXX XXXX to see of someone could help, but the company was no longer there. I reached out to my XXXX County County Commissioner, I called the office of the President of the USA, I sought direction from my fellow mortgage professionals, I sought direction and help from my pastor, and I contacted XXXX XXXX XXXX and XXXX XXXX XXXX
I am a SENIOR CITIZEN and have become the victim of abusive servicing practices by Loan Care. In XX/XX/XXXX I contacted a law firm and paid them {$250.00} for them to write a letter to Loan Care in my desperate effort to get my account corrected. Loan Care has not complied to follow the Federal Mortgage Servicing Rules and have not promptly credited my payments to my account for almost 1 year now. Loan Care has VIOLATED THE MORTGAGE DEED AND TRUST. Now that they have returned to me my most recent payment due XX/XX/XXXX I don't know if I am to mail the payment due XX/XX/XXXX and I am afraid to continue to trust that this matter is ever going to get corrected and that they plan to foreclose on my house. In Georgia they don't have a court hearing to foreclose on your home, they can do so after reporting that a person is 3 months delinquent and I am afraid that Loan Care is attempting to take my house. SOMEONE PLEASE HELP so I can stop crying every night!!
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| 09/13/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I filed for XXXX XXXX Bankruptcy Protection. My plan was completed and an order was entered granting a debtor discharge on XXXX XXXX. The case was subsequently closed on XX/XX/XXXX. There were mortgage arrears put through my plan at the time I filed for bankruptcy, which were paid in full.
On XX/XX/XXXX, XXXX XXXX, lawyer for XXXX XXXX XXXX, filed a response to the final cure that I was not current on post-petition arrears in the amount of {$6600.00}. I questioned this amount because it did not seem accurate to me. My billing statements for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX showed there were no payments due and that the company owed me money. I believe I may have accrued post-petition mortgage arrears, however I believe these arrears were due to incorrect billing statements sent to me by my mortgage company XXXX XXXX XXXX and their loan servicer Loan Care LLC. I also believe the lawyer, XXXX XXXX, for XXXX XXXX XXXX may have misfiled my payment amount ( Notice of Payment Change ) with the bankruptcy court for the year of XXXX. The document shows that my payment due was {$1300.00} beginning XX/XX/XXXX. Despite this I received bills from XXXX XXXX indicating a higher payment was due. I later found a document for a client by the name of XXXX XXXX included with my paperwork. Her payments due were {$1300.00}.
I called XXXX XXXX XXXX on XX/XX/XXXX at approximately XXXX and spoke to XXXX XXXX ID XXXX ). She told me that I owed {$6600.00}. I asked how this was possible. She stated that I owed a partial payment for XXXX ( my billing statement showed no payment was due, though I made a full payment ) and a payment for XXXX ( statement also indicated no payment due ). I asked why this didn't reflect in the bill I received and was told because it's post petition. I was also told that they are owed {$640.00} from the bankruptcy, even though my response to final cure shows all payments were made. She told me they were holding an unapplied amount that I paid to them of {$1500.00} in a suspense account. That amount is more than XXXX mortgage payment. I was also informed that there were misapplied payments from XX/XX/XXXX to XX/XX/XXXX. She did not tell me how or where they were applied.
I have several statements that indicated I either owed no money, or owed partial payments. I turned this information over to my lawyer, XXXX XXXX. He has been working on this issue since we got the response for the final cure in XXXX. Despite our attempts, XXXX XXXX will not turn over accurate records. During this they sent me several misleading/confusing documents, One stated I owed a payment for XXXX plus the late fee and then I received another letter stating I owed the payment with no late fee. Both were dated the same day. In XXXX, I received a Notice of Intention to Foreclose, indicating there was a default of {$6000.00}. I was continuously making payments at the time, however, they stopped taking my money in XXXX. They sent my attorney a letter with reinstatement figures of {$8000.00}, of which {$380.00} were additional fees. My mortgage did not need to be reinstated. I just wanted accurate/concise documentation. I disagree with the reinstatement figures, and do not feel I should be held responsible for additional charges as Ive been trying for months to get an accurate amount to cure my post-petition arrears. XXXX XXXX has sent me into collections and into foreclosure. I have requested a figure to cure the loan just so they stop tacking attorney fees and foreclosure fees on me. As of today, XX/XX/XXXX, Ive yet to get that amount.
In addition, a deed transferring my property from myself and XXXX XXXX to just myself was filed with the XXXX XXXX XXXX on XX/XX/XXXX. The Deed and Mortgage are solely in my name. The mortgage company continues to address XXXX XXXX XXXX with all documentation, even going as fas as tracking down his new address and sending my info to him. My attorney has advised both XXXX XXXX and their attorney of this and they continue to send him notices.
On a final note, XXXX XXXX has consistently been late in forwarding my mortgage statements to me. My attorney attempted to address this with correspondence to them on XX/XX/XXXX and they continued to arrive late, causing me to accrue late fees.
I want this rectified. I want my accurate figure. I have copies of all payments remitted to XXXX XXXX and Loan Care LLC. I should not be charged fees and be thrown into foreclosure because of their failure to provide me with clear, concise records that I requested months ago.
I have included several documents, including some of the incorrect statements they sent to me. I have copies of all payments made and can provide any additional information if necessary.
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| 10/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern, I am appalled by the way LoanCare has treated me as a customer. I am also horrified that LoanCare is responsible for the home I have lived in for going on 20 years. It turns my stomach to think companies like them can buy and sell my mortgage without my approval because I would never have chosen to do business with you. I have explained what went wrong almost a dozen times and I am sure you can get all the records of communication that that I have had so I will give you a brief recap. This is going on 3 weeks now by the way which makes me sick!!
1. Not the main issue but was an issue : Early on since you purchased my loan back in XXXX, I was getting foreclosure letters because the company said that the address on the residence was wrong. When I spoke to someone at LoanCare, they said the city of my residence was wrong. It was listed as XXXX instead of XXXX XXXX. I explained to them that this is common where I live and the the zip codes matched. They said THAT I had to call my insurance and have them send something over. I told them that I don't understand why this was my problem, it had never been a problem with my previous mortgage companies, and why I had to do the leg work. I have had the same insurance company for the last 3 years and it was obviously the fault of LoanCare when you bought my loan. I also told them that this problem didn't stop LoanCare from auto withdrawing my account each month to pay the mortgage.
2. Most recently and the main source of my absolute disgust ....
On my most recent escrow account ( XX/XX/19 ), it stated that I had a shortage of {$7200.00}!! Looking closer, I had a disbursement for hazard insurance for {$4500.00} in XXXX which clearly put my escrow in the red. I immediately called LoanCare and the person who I spoke to had no idea what went wrong, I was transferred and talked to another person who didn't know what was going on. I was instructed to call my insurance agent to talk to my insurance company. When I spoke to my insurance they didn't know why LoanCare sent a payment to them because XXXX never sent them an invoice requesting money.
Again, for the last 3 weeks, I have went through dialing the unorganized auto phone system, have been put on hold, and have talked to people who make me fearful that LoanCare has my mortgage. They provide no answers, pass me along to other departments, have been disconnected on transfers, and have failed to answer my simply question, " What has to be done to get this back to where it was. '' I even tried the customer service email and after 5 days received a message that their wasn't enough information. I TYPED 3 PARAGRAPHS AND GAVE MY LOAN NUMBER! For someone who had nothing to do with this gigantic blunder, I have sure spent a XXXX of a lot of time trying to fix it. THIS IS NOT MY JOB NOR A PROBLEM I CREATED!!!!!!!! To add insult to injury, I have been lied to at least 6 times from their customer service reps who told me that they would call my insurance company and call me back the next day. I HAVE NEVER RECEIVED ONE CALL BACK. In fact, I am currently waiting to hear back from XXXX from the insurance department who claimed I would be her first call when she go tin this morning ... .I guess she comes in late. I have stated that this needs to be discussed with XXXX and they want ME to call. I have told everyone I spoke to that it is a problem between LoanCare and XXXX and they need to talk to each other and figure it out.
XXXX did give me a check for {$3200.00} that I did ( which is XXXX that I had to do the leg work ) that I had to mail certified to LoanCare because I couldnt do it through their junky website and didnt feel that I should have to pay a service fee because of a mistake they made and it recently cleared. So we are down to {$1200.00} that needs to be paid back. Apparently LoanCare paid off not only my home insurance but also my car insurance for the rest of the year. Again, I don't know why this happened because my insurance company, who actually gets back to me, never sent them an invoice requesting money. Thus, it is apparent that I am on the hook for {$1200.00} to LoanCare that needs to be paid or my mortgage will be going up starting next month. That increased payment is going to led to more interest and fees I am going to be charged. That is not fair, not right, and completely unethical. How are we going to fix it! I have been waiting 3 weeks being fearful that this was exactly how this was going to transpire. Even if I pay that {$1200.00}, it still doesnt explain why there was an over {$7200.00} shortage on my escrow. PLEASE HELP! They are doing nothing to get things back to normal and it is costing me time and money
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| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX LoanCare LN XXXX We started a short sale with LoanCare on XX/XX/2018. Today, LoanCare has come up with even more illegal acts to add to the list of illegal acts they have committed on every file we have with them..
LoanCare has outright denied the short sale due to the existence of the PACE lien and having a low offer. LoanCare is demanding for the seller to pay for a lien that is currently on title, in order that it be removed from title before they will continue their review of the short sale, and have refused to counter us until the seller removes the lien from the property.
There are several issues with this request.
1. This is a violation of CFPB Guidelines, as they are committing illegal acts.
2. This is an illegal request, according to California State Law CA 580e. See attached code.
3. This is a Federal RESPA violation, as they are requiring liens to be removed outside of escrow.
4. This is a violation of servicing guidelines, as they are committing illegal acts Does the investor know this is going on?
5. The California Department of Real Estate has stated emphatically that hiding liens from the investor, which LoanCare is attempting to do, is in fact ILLEGAL 6. LoanCare is attempting to act as escrow title in a transaction for which they are not only not in that role, but more obviously, they do not have the training, education nor licensing to act as title or escrow in the loans they service. This is also a conflict of interest for them.
7. LoanCare has no say in what happens to the other liens on the property. They do not have authority to dictate ANY TERMS on ANY OTHER LIENS. LoanCare needs to keep their focus on the loans they do service and do this appropriately. So far, they have shown an inability to service their loans appropriately since they do not even know the laws for the state and country in which they are servicing. **They do not understand current State and Federal Laws!!
We have explained several times that this PACE lien is being assumed by the buyer and will be resolved through the escrow process. Additionally we have explained that the PACE lien is a state and federal program that is hooked to the property taxes, that it is superior to the mortgage lien and as such will survive any foreclosure. LoanCare is refusing to follow State and Federal Laws and says they dont care they are demanding the seller pay to have the PACE lien removed.
Since LoanCare has only recently come into servicing loans in a short sale situation, we have seen disturbing trends in their document requests. These are happening on EVERY SINGLE FILE WE HAVE WITH LOANCARE. It is apparent to me that they are currently exceptionally unqualified to be in this industry. They do not have any knowledge of not only the State of Californias Laws, but also Federal Law and this is required if they are going to do business in the State of California, or quite frankly in any state.
***These directives are coming from LoanCares Underwriting department. LoanCare has trained their underwriters to commit these illegal acts, and as such needs to take full responsibility.
Their request on this particular file really doesnt surprise us, as they have also demanded that property tax liens ( also superior to the mortgage lien ) be paid outside escrow and be removed from title.
And just another Fun Fact for LoanCare in northern California utility companies lien the property every month and it is ALSO ILLEGAL to pay these outside escrow and remove those liens from title.
IT IS ILLEGAL TO REMOVE PROPERTY TAXES AND UTILITY LIENS FROM THE TITLE REPORT - EVER.
Since we end up having to file the same complaints on every file we have with LoanCare it is apparent they are not training their employees at all. Their employees do not know the difference between a lien and a financing statement, do not know how to read a HUD, are attempting to act as title and escrow ( which is a conflict of interest ), and do not understand Lien Priority. They have a training program that seems to be based on learning from their mistakes and CFPB complaints.
Please reference the following complaints that we have filed on LoanCare : XXXX XXXX XXXX I want them fined the maximum of $ 1Million and for them to undergo training to learn how to properly service their loans. If they are not able to perform according to California State Law, then they need to be banned from doing business in California.
CC : For ease, we are cross filing this complaint with the following organizations : 1 ) State of California Attorney Generals office 2 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
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| 01/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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The purposes of my complaint against LoanCare are to ( 1 ) communicate with LoanCare representatives about the status of the sale of my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX, ( 2 ) determine options to prevent foreclosure while the sale of my home is pending and ( 3 ) request that LoanCare designate 1-2 manager ( s ) for me to communicate with on a regular basis, their telephone numbers, including direct extensions and E-Mail addresses. I am forced to communicate with LoanCare staff through a CFPB complaint because when I have spoken with LoanCare representatives, they do not keep accurate notes of my previous discussions with them and when I have asked to speak with a manager, I am put on hold for an extensive period of time ( exceeding 45 minutes ) with no response or I am told that a manager will contact me. However, a manager never returns my phone call. The specific details with regard to my complaint are provided below.
1. Status of the Sale of My Home As previously stated in CFPB complaint XXXX dated XX/XX/XXXX, I have a ratified sales contract on my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX XXXX The settlement was initially scheduled in XX/XX/XXXX. However, due to an unanticipated title issue, the closing has been postponed pending the title companys receipt of specific documentation. It is estimated that the settlement will occur in either XX/XX/XXXX or XX/XX/XXXX. XXXX XXXX, the buyer who has a ratified contract on my home, is living in the home temporarily because she planned to settle and move into her new home in XX/XX/XXXX. Please note that there is no formal rental agreement because XXXX XXXX plans to buy the property. Any income that is collected by my real estate agent, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, will be applied as a seller credit on the settlement sheet at closing. XXXX XXXX also received a seller credit for the inconvenience of her having to extend her lock on her interest rate with her lender. A copy of the ratified sales contract is attached for reference. The Multiple Listing Service ( MLS ) number on XXXXXXXX XXXX and other real estate sales websites is MLS # XXXX and the MLS shows that the sale of my home is pending. My real estate agent, XXXX XXXX 's contact information is as follows : E-Mail : XXXX Office Address : XXXX XXXX XXXX XXXX, Washington DC XXXX Cell Phone : ( XXXX ) XXXX XXXX. Options to Prevent Foreclosure In XX/XX/XXXX, I moved into an apartment located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. I have not been able to continue making mortgage payments until the sale is finalized because I have to pay a monthy rent of {$2100.00} which is higher than the mortgage. I have painful XXXX in my back and hands that is debilitating and impacts the quality of my daily life. I vacated my home because I was having difficulty walking up and down the stairs due to XXXX and for other health and safety reasons. I have not made a mortgage payment since XX/XX/XXXX and am very concerned about the possibility of foreclosure, particularly since the home is occupied by the prospective buyer.
My real estate agent XXXX XXXX advised me not to pursue forbearance because it may give the false impression that I am breaching my sales contract. I have every intention of selling my home as soon as possible. I would like to know whether a temporary forbearance for 2-4 months maximum would create an obstacle to the sale of my home, such as potential miscalculations of mortgage fees, interest and/or penalties, at settlement. As I mentioned previously, I am experiencing health problems that may support the forbearance.
Please advise me of any all potential options to prevent foreclosure until the sale of my home is completed in either XX/XX/XXXX or XX/XX/XXXX.
3. Regular Communication With Designated LoanCare Representatives I am requesting that LoanCare designate 1-2 LoanCare managers with whom I can communicate on a regular basis by telephone and E-Mail. I prefer not to communicate with nonsupervisory employees. This would allow me to keep LoanCare staff abreast of the sale of my home and/or other pertinent information. The LoanCare managers can also keep me informed if foreclosure is imminent. Please provide the names and E-Mail addresses of designated staff who can communicate with me on a recurring basis and who return phone calls. This will eliminate the need for me to file complaints with the CFPB due to LoanCare staffs consistently poor customer service.
I can be contacted by cell phone at ( XXXX ) XXXX, by E-Mail at XXXX, and by mail at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. Thanks for your prompt attention to this matter.
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| 03/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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COMPLAINT AGAINST LOANCARE LLC I am representing my mother. She passed away on XX/XX/2018. She has a note on her house through LoanCare LLC.
After my mom passed to took a couple of months for my older brother to sign his paperwork to probate her will, this put me in a big bind, since I could not sell any part of the estate without probate.
I tried to keep the payments up on the house but LoanCare LLC kept refusing them. They refused my payment online, they refused my church 's payment for the amount of {$540.00}. It took 5 weeks for them to tell me that and return the check.
As soon as I got it I wrote another check for {$1800.00} and sent it along with the check from the church of {$540.00} for a total amount of {$2300.00}. They refused it again.
They had already turned it over to XXXX XXXX since I got the first letter from them on the same day I put the checks in the mail. This letter stated that I had to pay the full amount of the loan. I called LoanCare LLC and asked them what was going on and why did I have to pay the full amount to fix this problem. They told me it was only supposed to be for the reinstate amount. They were supposed to get in touch with the law firm and get this fixed. I responded to the letter from XXXX XXXX via faxed document. I then called them to verify that they had indeed gotten my fax. They said they did but it would take a couple days to get it to XXXX who was handling this case. I waited a couple days then called XXXX and asked her if she had seen the fax and had she spoken to LoanCare LLC? Since they had told me it was to be for the reinstate amount not the total balance due. She had not done anything and then when I informed her that my mom had passed and would she need other paperwork from me she requested that I fax her a copy of the will and my letters of testimony and my drivers license. I immediately did this and still no response.
I then contacted my moms attorney to look in to this matter and see if he could help to get to the bottom and get this resolved. He told me not to sign for a letter that XXXX XXXX had sent me so I did not. He asked me for another check and he sent in another payment to LoanCare LLC this time for the amount of {$3300.00} my check and the church 's check for {$540.00} again for a total of {$3900.00}. LoanCare LLC refused that amount as well stating that is was less than half what was owed.
My attorney received and email from A Law which is a part of XXXX XXXX stating that if I paid {$3700.00} plus {$120.00} for a total of XXXX which is less than what I had just sent them and they had refused at LoanCare. But also they wanted me to pay {$1500.00} in Corporate Advances which I do not know what this is for. Also pay {$950.00} for the attorney fees again I do not know what this is for. I asked him to please see if he could find out what these amounts are for. He did not ever get back with me on this and then he said that he could not help me anymore.
I am currently trying to find a lawyer to take this case but have not heard back from them yet.
I received a payment statement from LoanCare LLC on Friday with a reinstatement amount on it. My parents estate is extensive and I am trying to get it sold as quickly as I can it is more than enough to pay off this note. But first I have to stop them from this stuff they are trying to pull.
I called LoanCare today and finally got someone who was able to give me a break down of the corporate charges they are charging me. This person was most helpful about the whole problem and even connected me to the Law office to make arrangements to wire the money to them today to avoid any more fees. Well that person was not much help took my name and phone number said she had to go and get the final amount and the information to wire money. I told her to call me back today. It is now XXXX XXXX and still no call so how am I supposed to be able to get to the bank and get this done if she does not call me back in time.
ALaw emailed me this morning with a reinstate amount and none of the numbers match what LoanCare have. Also they want me to pay for all the legal fees on this problem.
This company has 574 complaints against them by the BBB and other cases have been filed against them all over the United States. There are also sites where hundreds of people are ready to file a class action suit against them for the same things.
Please help me and get back to me as soon as possible.
All of my focuments to support this are in pdf form and I can not upload them but I can take them to the XXXX Office when they need them.
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| 08/30/2022 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX No refund sent I received a letter from LoanCare claiming they issued me a refund check on XXXX, XXXX, XXXX. For an excess of funds in the escrow account. They claim the check was never cashed and offered to reissue the check to me. They ask me to complete a simple form and fax it to them. I complete the form as required and faxed it to the provided number the same day. They never sent me the check, and instead it went to the States unclaimed funds department. I now must go through the State to get my refund.
XX/XX/XXXX Mortgage Assistance I received a letter from LoanCare that I qualified for a loan modification and HUD partial claim. This was good news for me because interest rates were low, and I could lower my payment. This was also important for me because the pandemic took a toll on my income, like so many other people. My wife passed away in XXXX of XXXX. This made the forbearance and partial claim even more necessary because of losing her income.
I filled out the Mortgage Assistance application on XX/XX/XXXX. On the application I noted that my wife was Deceased. I even attached a copy of the death certificate. I received a notice dated XX/XX/XXXX that my application was received and under review.
I eventually received a contract in the mail with instructions to sign and get it notarized. I noticed that my wifes name was on the contract for signing. Knowing this could be a potential issue, I called LoanCare and let them know that the contract I received still had my wifes name on it asking for her signature, but she was deceased. After the representative supposedly investigated it, I was told it was okay to go ahead and sign the contract anyway and leave my wifes signature blank.
I went to my local credit union and had the manager notarize all the documents exactly as the instructions required. Signing and dating page after page. I sent the contract back and a few days later I received in the mail another contract to sign. Apparently, the underwriters had a problem with my wifes name being on the contract with no signature...
So, it was off to the bank again to sign, notarize, and send. We thought that was the end of it. To our surprise a few days later we received yet a 3rd contract. After waiting HOURS on hold, speaking with one supervisor after another. Trying to figure out what was wrong with the second contract we signed so that we could avoid any further hang-ups, the rep on the phone said it was an error on their end.
Fine, we take the 3rd contract in and sign, notarize, and send it back. Third times the charm, right?
A few days later I receive a 4th contract in the mail.
XX/XX/XXXX I receive a letter from LoanCare stating that it is working with a third-party representative that will be visiting my home to assist me in completing and notarizing the contract. I guess the fourth time was the charm. I was still never told why the previous 2 contracts did not pass the underwriting process.
XX/XX/XXXX - Payoff Statement LoanCare issued me a payoff statement that I did not request.
XX/XX/XXXX - Security Incident I receive a letter from LoanCare notifying me of a Security Incident involving unauthorized access to our file servers was identified in early XX/XX/XXXX. An unauthorized person obtained access to files on our file storage servers from XX/XX/XXXX to XX/XX/XXXX. The accessed files were then reviewed by our investigation team to identify the content. On XX/XX/XXXX, the review process generated a preliminary list of individuals, including you, whos name, address, loan number, and Social Security number were used to mail notification letters. For some, the accessed files may also have included information provided in connection with a loan application, loan modification, or other items regarding loan servicing.
XX/XX/XXXX Cant make online payments I have given them ample time to update their website, but to this day I still can not make a payment online. I must call in and speak with a representative to pay the correct loan and amount.
They make me log into 2 different websites, including verifying a code over the phone, two separate times. Once I finally get to my dashboard, I cant even see my updated loan information. All the information on the website including my Loan amount, Interest Rate, and Payment is OUT-DATED.
There is no updated loan information according to the loan modification contract I signed. That means I cant make an accurate payment on the website because the Minimum payment due is for the previous loan. This makes their website useless.
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| 10/31/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XX/XX/XXXX my VA Mortgage was transferred to Loancare. I had just almost completed a loan modification program with XXXX and was to make 3 payments in the amount of XXXX, a higher amount than my mortgage payment would be to show good faith. *This is what XXXX advised. I made my first payment to XXXX on XX/XX/XXXX and my second payment to them on XX/XX/XXXX. When Loancare took over - I was told to make the third payment to them which I did on XX/XX/XXXX. I received paperwork from Loancare indicating my payment would be {$1200.00} at an interest rate of 2.25 %. When I tried to make XX/XX/XXXX 's payment they would not accept it, stating that they didn't have all the paperwork for XXXX. PLEASE NOTE - I had just gone through a borrower assistance/loan mod process medical hardship ) with XXXX It was my understanding from XXXX AND from Loancare that I was good to go. They apparently started over again, EVEN though I had already made the 3 " good faith payments '' the last being to them. I called in XX/XX/XXXX and XX/XX/XXXX and was again told that they didn't have the paperwork from XXXX. In XX/XX/XXXX I was told my loan was with the underwriter, which I really didn't understand. I then got a notice ub XX/XX/XXXX that there was a lien on my property. We had a total loss of our roof in XX/XX/XXXX and our mortgage servicer at that time, XXXX, did not release all the funds. It took almost another year to get the roofer paid. I immediately addressed this issue with the roofer. He had failed to lift the lien after he was paid, but did so immediately. I provided Loancare with this information and was told and I should have a contract soon. I didn't hear anything else. I called every month and ended up leaving messages with my point of contact - who had changed several times. No one I was actually able to speak to knew what was going on. I called in XX/XX/XXXX and was told that nothing was moving forward because of the lien ... .which I had already dealt with in XX/XX/XXXX. At that point I filed a complaint with you ... the CFPB. I immediately got a contract, but the reason they gave for the delay stated that I did not get the lien taken care of at the time I actually did. The shock came when I read the contract. It stated that my new payment would be {$1700.00} with an interest rate of 4.625 %. When I called them, my point of contact stated that it was because I had an ARM ... and that it the market had changed and it went up. I advised them that both the paperwork from Roundpoint AND the paperwork I initially got from then stated that my rate was 2.25 %. I got no real explanation - may have been that the initial statements were computer generated ... don't know. At that point my wife and I both were devastated and didn't know what to do. It had been my understanding that if I did a loan modification I could not have an ARM and it would go to a fixed rate. Even if they were considering a rate increase due to the ARM that rate was not scheduled to increase until XX/XX/XXXX. I had to sign the contract or lose my home. To add insult to injury - I recently contacted another loan company that specializes in VA loans and makes many of their decisions " in house. '' We thought we were going to get some relief, however, my credit report now shows that I was delinquent on my payments PRIOR to even getting a contract. WE TRIED TO MAKE THE PAYMENTS. Thought things were fine after the " good faith '' payments, etc, etc. Loancare dragged their feet, they made us go through a whole new loan modification, told us month after month things were fine or didn't respond at all, then there was the lien issue and we DID address that immediately. Told over and over it was with the underwriter ... then our payment and interest rate went up a ridiculous amount with no satisfactory reason ... .and now I can't even work with another mortgage company because of the info on my credit report WHICH WAS TOTALLY OUT OF MY CONTROL. I SHOULD HAVE BEEN ABLE TO START MAKING MY PAYMENTS OF {$1200.00} IN XX/XX/XXXX AT 2.25 %. I have researched this company and there are many many complaints. I served my country for 29 years. These people have treated both my wife and I with disrespect. This is unacceptable. Regarding the initial report I filed back in XX/XX/XXXX ... ..that was just to try to get our contract..which..interestingly enough ... I got immediately after I filed the complaint. THIS new complaint is due to the interest rate increase and info on my credit report which is preventing me from being able to work with another loan company.
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| 08/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX ( LoanCare company ) took over my mortgage in XXXX XXXX, my previous mortgage company must have sold it to them due to their bankruptcy proceedings with XXXX DA 's office ( XXXX ).
I paid my mortgage by check due date XX/XX/XXXX without issue, for the amount of {$910.00}. I then received an escrow analysis statement, dated XX/XX/XXXX, stating if I did not pay {$1000.00} shortage, my monthly payments would grow to {$1000.00} per month. I decided to pay the lump sum, and keep my payment lower ( if shortage paid in one lump sum, the per month would be {$950.00} ). I paid this shortage with a personal check, and mailed it, with the escrow shortage ticket, on XX/XX/XXXX. I also noted the check was for ESCROW SHORTAGE on the check. I then received my new mortgage statement for XX/XX/XXXX for {$1000.00}. I needed to wait until the check was cashed to requested an updated statement. Once deposited on XX/XX/XXXX, I called LoanCare for an updated statement on XX/XX/XXXX. After a few days, nothing. I called again on XX/XX/XXXX, asking what was going on. I was told it sometimes takes a week, and then it was 'escalated ' to urgent. Nothing was mentioned to me of anything wrong, other than the process apparently takes more time than I think is required. I waited another week. Even though I have a grace period until XX/XX/XXXX at XXXX XXXX, I do not like waiting to pay my mortgage, I pay ALL my bills on time/early.
No statement came in the mail, so on XX/XX/XXXX I called back fro the third time and requested a supervisor. XXXX then informed me of the escrow problem. Even though I had been calling in the weeks prior, no representative informed me that my escrow shortage payment was applied incorrectly to my account. I was naturally upset, I had repeatedly called for new invoices but no one felt the need, until now, to tell me that the payment had been botched. XXXX said it would be done by the end of the day.
In the interim, I signed up to see my account information online, but did not add my bank account information. By XX/XX/XXXX, the issue had still not been resolved. I called again, was put on hold for over XXXX minutes. I simultaneously called on another phone line, and XXXX picked up. He was very helpful and put me through to another supervisor, XXXX. She explained that even though it was put in to be done, it would take until XX/XX/XXXX to be completed. I had a very long, and unsettling, lecture for her. Why was this not taken care of expediently in the first place? How am I supposed to trust my payments are applied, AS INDICATED, when I use the correct payment tickets and make notes on the check? Why does this have to take so long? I also verbally confirmed with XXXX that once these processes are finished, I would pay my XXXX mortgage {$950.00} by check with a new invoice ( which I would yes, again have to call and request ). I also impressed upon her how these are her company 's issues and I will not be cited for a late payment, any fees, OR a hit to my financial record because of this ridiculous debacle. I also made sure to tell her that I would not be using online payments, since I clearly can't trust her company to do anything correctly or in a timely manner, so trusting them with such information would be unwise.
As of today, XX/XX/XXXX, at XXXX XXXX, my online account is still reflecting the incorrect payment amounts, and the escrow has not been correct. I called about 20 minutes ago, and was told it should 'post ' by the end of the day, meaning I have to wait until tomorrow to request a new mortgage invoice to reflect the correct monthly amount, wait a week for it to be mailed to me, and then return it with the correct payment. These people are screwing with my money, and my financial well being by not being competent enough to process such things in a timely, honest, and correct manner. As of XXXX XXXX on XX/XX/XXXX, my issue is STILL not resolved.
I want to know why they can take a month to correct such a blatant issue due to their own incompetence and negligence in handling my correctly submitted escrow shortage payment, and how I can protect myself from being liable for any potential black marks on my financial record/credit. I can not afford the monthly payment now that they refuse to fix the escrow payment shortage as I instructed them.
I have all the documentation, attached are the mortgage statements, escrow disclosure statement, and my cancelled check showing it was labeled correctly. I do not feel comfortable attaching that information without proper encryption.
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| 11/01/2023 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
Servicemember |
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Loancare has failed to accurately manage and execute their fiduciary responsibility regarding my property tax and hazard insurance escrow account associated with loan number XXXX.
This lack of performance has resulted in overdue XXXX XXXX property taxes of more than {$8800.00} for XXXX with over {$1200.00} penalties assessed on my home located at XXXX XXXX XXXX XXXX XXXX, Ohio XXXX. In addition, the time and effort expended dealing with Loancare, the XXXX XXXX Ohio auditors office, and getting informed about Loancare escrow details and auditor processes should not be my responsibility.
Escrow payments and principal and interest on a 30 year mortgage were made monthly starting in XXXX of XXXX and every month thereafter via automatic deductions from my personal bank account. The escrow payments consisted of {$1000.00} monthly for XXXX XXXX XXXX XXXX Ohio property taxes and for annual hazard insurance.
The escrow account opened with a balance of {$2800.00} paid XX/XX/XXXX at closing and {$1000.00} was paid into this escrow account each month starting in XXXX of XXXX. XXXX XXXX policy for XXXX in the amount of {$1400.00} was paid for at closing with personal funds. XXXX XXXX XXXX in the amount of {$1500.00} was paid by Loancare from the escrow account associated with the loan.
XXXX XXXX Ohio auditors require 2 accounts established on a residential property, one account for the land and one account for the home. The account number for the XXXX acre land parcel is XXXX and the account number for the home is XXXX. Loancare does not have the appropriate account numbers for both accounts and has paid a total of {$42.00} for the land for XXXX paid to the auditors office. Nothing was paid on the house to date. Auditors office does not have contact information for Loancare associated with the home account number on Auditors records.
Loancare issued a refund to the borrower on XX/XX/XXXX in the amount of {$5600.00} with only refund notated on the check and a note saying escrow excess balance was being refunded. This check was mailed to appropriate address where borrower lives and to which mortgage applies. Again on XXXX a refund was issued to borrower in the amount of {$11000.00} with refund and a note indicating excess escrow monies. To date as of XX/XX/XXXX borrower had not received this money as it was not mailed to borrower at his home address to which the mortgage relates but rather to a prior address. Loancare finally put a stop to this check and borrower finally received a reissued check on XX/XX/XXXX.
In above cases of refunds, borrower did not know property taxes were not paid as Loancare was required to pay and therefore borrower thought the escrow overage was a result of over estimated and/or overpaid property taxes for a new home and too much monies paid into escrow account. XXXX XXXX Auditor office sent an invoice to homeowner for past due taxes on XX/XX/XXXX which was the first notification received of property tax delinquencies which started the process of dealing with auditors office, Loancare, and six different rank and file employees who were extremely uninformed, not helpful, all of whom would not put me in contact with a decision maker or an informed escrow account management person.
Entering into this complaint process with CFPB was initiated to insure a complete review of my escrow account with Loancare, insure Auditors property tax accounts are paid in full, and borrower is made whole on any and all penalties, interest, and charges incurred as a result of Loancares lack of performance. In addition, a review of current monthly escrow payment amounts to more accurately reflect what dollars need to be escrowed would make sense as estimates on taxes and insurance to be escrowed were overstated at time of closing. Borrower would rather pay monthly escrow amount that more closely aligns with true tax bill details and insurance premiums.
As of XX/XX/XXXX homeowner has had no correspondence, directions, or next steps from Loancare in effort to resolve the proper administration of the escrow account associated with my home loan.
As of XX/XX/XXXX XXXX XXXX Ohio Auditors Office has not received property tax payments and penalty payments from Loancare.
As of XX/XX/XXXX Loancare has not followed through with multiple promises to execute escrow reviews and respond to homeowner within 3-5 business days for explanations and next steps.
Complaint filed by homeowner and mortgagor Loan number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX
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| 09/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My Name is XXXX XXXX, I am filling a compliant against our Previous loan provider XXXX XXXX XXXX XXXX XXXX and our current loan provider ( LoanCare ). Our mortgage loan was sold to XXXX XXXX XXXX in XXXX of XXXX while we were on the care act mortgage relief. Our relief ended and XXXX XXXX XXXX sent out documents for a XXXX XXXX. We followed the steps, filled out the documents and got it notarized and mailed it back before the deadline. We received a letter and from XXXX XXXX XXXX stating our loan modification has been completed along with copies of new loan amount and when payments would begin.
XX/XX/XXXX is when we got the new documents with payment and new loan terms. We called in to make our first payment per promissory note and found out that our loan has been sold back to Loan Care.
Took about a day calling back and forth between the mortgage companies because neither one of them said we was with them each time we called they would inform us our loans were with each other. Finally Loan Care, provide us with a new account number and to give that number when we called.
Loan Care informed us that it would take 60 days for our account to update and reflect new information form XXXX XXXX XXXX and not worry as we are protected under law for when your account gets sold.
60 days came and went, however my husband ( XXXX XXXX ) and myself had been calling each month on the top of each new month for updates with our account.
In XXXX we received a new Loan Modification Packet from Loan Care. We were immediately confused as we just went through a loan modification and got approval documents.
We then called into loan care and they said they have no records form XXXX XXXX of a loan modification and to fax them our proof. Well on XX/XX/XXXX I spent {$45.00} dollars faxing in copies requested. They said it would take 24 hours to show up in their system! Well 24 hours went by and they said they never got the fax, even though we had conformation that. the fax was received!.
We then sent documents via email, and they finally had the copies. Loan Care then told us give them a few days to go over the information. its now the end of XXXX and new month is approaching we have not heard back form Loan care, I call in and ask for leadership and got transferred to a Supervisor by the name of XXXX ( employee number XXXX ) he then said he would escalate the matter to loss mitigation management and they would give us a call in 24 hrs.
The new month is here ( XXXX ) and we hear nothing back so we call in again. This time we get a new supervisor by the name of XXXX XXXX employee number XXXX ) as a supervisor in Loss mitigation department. XXXX, she confirms the New loan modification documents has been received and went through each document and confirmed with me over the phone the payment amount and new terms of the loan modification. She said they are still under reviewe with the department, and asked if we had our payments. We said yes, she then tells us to make our back payment per the new loan modification terms. XXXX tells us that the reason the ticket is still sitting open is because we have not followed the promissory note on making payments and that if we sent the payment then they can see that we followed the new terms and our account will then get update to reflect. We sent in the full payment for {$8600.00} via bank transfer wire. They payment was for the months of XXXX, XXXX, XXXX and XXXX.
XXXX as said they she would open a ticket to fix the bad reporting to the credit bureau to reflect current. XXXX is the only one that has helped us and it seem very promising, as we got a letter in the mail form Loan Care that they are working on fixing the error of reporting negative when were protected under the Care Act and two we were current during that so it should report as such.
XXXX said give it a couple of weeks or so for underwriting to update the account to reflect the new terms and to continue to make our payments on time each month until it updates in the system. We are current on our payments.
XXXX forward to XXXX, and the account is to reflecting negative and nothing has changed on our account. It still showing we are 40 payments be-hide with the old loan terms.
We are beyond frustrated at this point with Loan Care and how long it's taking them to honor the new loan modification. This has been going on for months!
Please note that he New Modification was also recored with our County Clerk back in XX/XX/XXXX!
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| 04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, GA XXXX Re : Error Resolution Notice under 12 C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXXXXXX XXXX, XXXX, GA XXXX.
Escrow Errors Problem Description : You took over my mortgage loan from XXXX XXXX XXXX as of XX/XX/XXXX.
When I received the Escrow Disclosure Statement datedXX/XX/XXXX, it showed a deficit of {$340.00}. I called your office and was told that it would be corrected.
I received the Escrow Disclosure Statement dated XX/XX/XXXX and it showed a deficit of {$530.00}. I called your office and my insurance agent on XX/XX/XXXX: o Talked XXXX at your office who said it was a problem with my homeowners insurance and she suggested that I get less expensive insurance.
o I then called my insurance agent who assured me that their 7 % increase only amounted to $ XXXX, which is nowhere near $ XXXX+ o I called your office back and spoke to XXXX who couldnt understand the problem, so I asked to be transferred to a supervisor o I talked to XXXX XXXX She reviewed the records for an extended period of time and concluded that there was a problem she couldnt identify or fix. She said she would send the issue to the Escrow department, and theyd get back to me.
o OnXX/XX/XXXX, I contacted your office again since I hadnt heard anything.
I spoke to XXXX XXXX who looked at the account and I convinced her to send me to Escrow. They didnt answer for an extended period and I had to prepare for a teleconference. XXXX XXXX said shed ask the Escrow staff to call me at XXXX XXXX Eastern Time Unfortunately, I was still on the phone at XXXX XXXX., so I dont know if they tried to call or not.
I called back ( the wait time was up to an hour ) and talked to XXXX. She tried to tell me it was correct because there were left over expenses from property taxes. I havent paid property taxes, starting inXX/XX/XXXX, so I demanded to speak to someone in the Escrow department. She put me on hold, but I grew weary of waiting and hung up.
o I called the broker I got the loan from, and he wanted to help me if I could get a copy of my latest statement. I went to your XXXX where the statements were supposed to be saved, but I cant find any in the XXXX XXXX tab. I requested XXXX in XX/XX/XXXX
Resolution : I request that you review the escrow account and provide me with a reconciliation from when you took over the account to the present day. There is no reason why any large deficiency should be present.
I requested to pay my own property insurance, but was informed that I wasnt eligible. I make the same request to you, eligible or not, because that would resolve this entire issue. I have no reasonable belief that this wont happen again in the future.
If you need to contact me, I can be reached at XXXX, XXXX ( daytime phone ), XXXX ( cell phone ), XXXX XXXX XXXX XXXX, XXXX, GA XXXX.
I look forward to a quick response from you indicating that you have received this Error Resolution Notice, and a quick resolution to this problem.
Sincerely, XXXX XXXX Copy sent via email and original following via USPSXX/XX/XXXX The company called me because my payment wasn't in the amount on their records. This is the FIRST TIME that they ever mentioned anything about the payment amount changing.
The agent re-explained to me that there is a deficit in my escrow account. I explained to him that there was never a huge deficit when the former servicer had the account.
Now, after they take over, they say that there's a big deficit. I want to know where the money went that was able to pay the mortgage up until that point.
I KNOW they're showing a deficit. I want to know WHY the account got this messed up, and where the money is that was paying everything just fine until they took over.
I believe that a reconciliation from the time they took over would help all of us. And, maybe there was a problem when the former servicer, XXXX XXXX XXXX, transferred the escrow account. I really need help. They say that the target resolution date for the Error Resolution notice shown above is XX/XX/XXXX.
I don't want to pay any additional money until we figure out what I really owe. They say that they will hit my credit report before they come up with their resolution on XX/XX/XXXX.
I'd appreciate anything you can do to speed up the resolution of this problem.
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| 07/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Prior to XX/XX/2019, had a loan on a rental property and loan with XXXX, XXXX XXXX XXXX XXXX XXXX SD, XXXX
Never missed any monthly payments. I always pay in excess of the payment required.
XX/XX/2019.
Received notification that XXXX was going into bankruptcy and that my loan had been transferred/sold to LoanCare. Received a letter from LoanCare with payment address but no loan number.
Loan Care, XXXX XXXX XXXX XXXX XXXX VA XXXX
Payment address : LoanCare, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX I set up my bill pay to make the XX/XX/2019 payment on XX/XX/XXXX of {$770.00} ( in excess of amount due ) to the new address assuming the loan number was the same.
After the payment was made, I received an invoice from LoanCare with a different loan number. I changed my bill payment settings, inserting the new loan number and verified the payment address was correct, and it was, and that payment was scheduled for XX/XX/2019 for {$770.00}.
XX/XX/2019 LoanCare begins sending letters that they have not received any payments on the loan they assumed from XXXX as of XX/XX/2019 and threatening me with foreclosure. I was out of town until XX/XX/XXXX and received those letters at that time.
In fact, as indicated above, I made a payment of {$770.00} was sent to Loan care on XX/XX/XXXX and another for {$770.00} was made on XX/XX/XXXX. I logged onto my banking system an confirmed those payments had been made and transactions completed.
XX/XX/2019 Spoke with LoanCare customer service.
They said they can find the XX/XX/XXXX payment, posted to the original XXXX account #. The representative has set up a request to move those $ to the correct account. Can not find the XX/XX/XXXX {$770.00} payment and asked for a bank receipt showing that amount.
XX/XX/2019 Sent a letter to Loan Care summarized here : Loan Care LLC Attn : Loss Mitigation XXXX XXXX XXXX XXXX XXXX VA XXXX This loan was recently transferred from XXXX, The XXXX payment in the a-mount of {$770.00} was made on XX/XX/2019 ... Processed XX/XX/XXXX, confirmation code : XXXX. The payment was directed to the original XXXX account # as I had not yet received an invoice or account number information from Loan Care.
Upon calling Loan Care rep on XX/XX/2019, the XXXX payment was found and the representative initiated a transfer to the correct account.
The XXXX payment in the amount of {$770.00} was made on XX/XX/2019 ... Processed XX/XX/XXXX, confirmation code : XXXX. The payment was directed to the Loan Care account # as per Loan Care invoice.
According to the representative I contacted on XX/XX/2019, the XXXX payment was not posted into the account and can not be found. I have contacted_BANK_ and they will be sending proof of payment directly to Loan Care.
Please adjust the records. None of the payments have been late.
XX/XX/2019 Spoke with the bank and they have a direct contact info with LoanCare and will send receipt of payment of the XX/XX/XXXX {$770.00} payment directly to LoanCare and cc : XXXX XX/XX/2019 Received confirmation from bank representative via phone call, that the receipt was sent.
XX/XX/2019 Set up an online account with LoanCare. It shows they have logged no payments to the loan number.
XX/XX/2019 Spoke with collections XXXX or XXXX?, no help at all. Just asked me constant detailed questions for identification purposes and could not help find these missing payment. Transferred me to customer service.
On XX/XX/2019 Spoke with XXXX, in customer service. She sees the payment reversal request that has not been processed yet ( Really! Why was it not processed??? ) and it makes note that the XXXX payment needs to be 'searched for '. XXXX is going to escalate the payment reversal request to reverse the XX/XX/XXXX payment request and search for the XXXX payment ; and will add a notation that the bank has sent in a receipt showing the XX/XX/XXXX payment was made to this account.
She is unable to verify that the receipt of XX/XX/XXXX payment was received by LoanCare, she is unable to verify whether my letter was received, and she is unable to attempt to look for the missing XX/XX/XXXX payment that was made, confirmed by my bank.
Summary This disreputable company is apparently unable to properly log payments, unable to identify the payments made by people, they are making threats, sending out collection notices, and destroying my excellent credit. A search online shows I am one of MANY people experiencing the same issues with this company.
|
| 06/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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My mortgage was sold to XXXX, subserviced by Loancare LLC, earlier this year. My previous lender provided complete documentation during the transfer. However, XXXX/Loancare sent me a letter indicating that they believed I had a lapse in " hazard insurance '' and that they would be purchasing " hazard insurance '' on my behalf if I did not remedy the issue. I called my insurance provider and confirmed that I had no lapse in insurance and that my home had been insured since the day I bought it. Regardless, I had my insurance company consult with XXXX/Loancare to resolve the issue.
I have since received a second letter dated XX/XX/XXXX ( but delivered after XX/XX/XXXX ) which claims that they were " unable to verify coverage between XX/XX/XXXX and XX/XX/XXXX '' and that I would therefore be charged {$86.00} unless I provided further proof of coverage.
I called XXXX/Loancare today, XX/XX/XXXX, at the number indicated in the letter ( XXXX ) and observed the following issues : 1. There was no option in the phone tree to speak with an agent, only to retrieve prerecorded information. I had to spam '0 ', an unlisted option, to speak with an agent.
2. I only provided the last four digits of my social security number on the phone tree, which is not fully private information. The agent did not ask for further verification, and in fact read my loan account number and personal phone number back to me without being prompted. This is a serious security flaw.
3. Only after I pointed out that XXXX/Loancare is a party on the policy, and therefore should be perfectly capable of verifying the information themselves, did the agent agree to initiate contact with my insurer. The agent claimed that their call center is divided into " inbound only '' and " outbound only '' and therefore she would have to initiate a special request in order to have the outbound call center make contact with my insurance company to verify coverage.
Here are my issues : 1. " Hazard insurance, '' the term used in all written communication from XXXX/Loancare, is a confusing term that does not return useful results on XXXX. I believe this is intentional in order to confuse low-literacy or XXXX homeowners and make it more likely for them to experience a lapse in insurance via this tactic.
2. I have very strong reason to believe that they received adequate proof of insurance from my original lender and from my insurance company, and are pretending they did not receive it or did not record it in order to claim these false " lapses '' occurred in order to profit off force-placed insurance policies. My partner, whose separate loan was also sold at the same time, received identical communication from them and also had to go through the same steps to " prove '' he did not have a lapse.
3. The agent indicated that there was a " three letter cycle '' ( verbatim terminology ) for this communication. This indicates to me that this is either an annual mailing, or a mailing that is issued on loan transfer regardless of the documentation received, and is a process designed to obtain excessive coverage and charge homeowners regardless of whether they actually have coverage.
4. The lack of phone tree options meant that a customer following the verbal instructions would have no means of reaching an agent.
5. As indicated by my communications with the agent, XXXX/Loancare is perfectly capable of obtaining proof of insurance by themselves. There is no need for homeowners to have to spend multiple hours on the phone providing verification for information that has already been provided ; the process is designed to catch people out and accrue fraudulent profits for XXXX/Loancare.
6. The amount of information I was able to access with just the last four digits of my social security number is enough to perform identify theft, their security practices are completely inadequate.
There is already an existing class action settlement " XXXX v. XXXX XXXX, XXXX XXXX. XXXX, in the U.S. District Court for the XXXX District of Florida '' regarding XXXX 's predatory use of force-placed insurance. After witnessing predatory practices from XXXX/Loancare on mine and my partner 's mortgages, I have reason to believe they are continuing these same practices with slight modifications. This places a higher burden than necessary on homeowners and is a process designed to maximize fraudulent profits. Please investigate and put a stop to this practice.
Thank you, XXXX XXXX
|
| 06/08/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I logged into the website and applied for a 3 month forbearance on our mortgage. My husband and I were just going through a minor rough patch and needed a little leeway to get us over the bump. ( During the pandemic, neither one of us lost our jobs but we did endure stents of lost hours which put us behind on multiple things ). I received an email advising I would receive a response within 3 days by email. Thinking the first did not submit correctly, I resubmitted again XX/XX/XXXX and XXXX again receiving no response whether the request was approved nor denied. I submitted an inquiry through the website requesting information about this, to which I received an email advising the request was forwarded to the appropriate team on XX/XX/XXXX. Receiving no response still by XXXX, I called and waited on hold for over 30 minutes to speak with an agent. It was at that point I was advised the account does not qualify and the forbearance is only offered for the Cares Act which stopped XX/XX/XXXX. When I asked why it was listed in two different sections on the websites, she diverted and told me to fill out a form to modify our loan. By this time, our account was in a past due status. The agent had refused to transfer the call to a supervisor and told me only a call back was available. I never did receive that call back.
The next day a man showed up at my house wearing disheveled clothing and driving a beat up XXXX sedan. He knocked on my door consistently until I answered, barely opening the door enough for him to see my eyeball, and kept asking if I was the owner of the house. When I finally all but yelled at him, " what are you here for? '' he replied with " Look, I'm only hired to give you this slip of paper ''. I grabbed the paper and shut the door- only to find the paper was a notice to " Call loan care regarding your payments ''! The account would have just hit 30 days, if that. I reached out to the only person I knew from XXXX XXXX, which was the original company the mortgage was set up with. That's where I was set up with the liaison for LoanCare.
The first email communication I received from XXXX was XXXX. He had me call to receive the full scope of the story and advise of how he wanted to handle the situation from his side. He told me it was his team that sent the rugged looking man to my house for some people are not aware of the payment assistance program that they offer. He advised that once the payment is made for XXXX, he would go in and remove the late fee associated with that ( was not done ) and any late fees going forward until the matter is resolved. He promised he would reach out and see about getting the forbearance pushed through, but in the meantime advised me to fill out a mortgage assistance application. I was supposed to hear back from the following week. It did not happen.
My husband and I filled out the mortgage assistance application as we were advised to do. Upon submitting this application, all payments were SHUT OFF on our account! We were unable to make any payments or receive updated payment information through the website.
We received notifications through mail saying we were approved for this loan modification. Then an email on XX/XX/XXXX saying the modification package is " on it's way ''. On XX/XX/XXXX, I received a phone call from LoanCare telling me in order to complete the modification they needed a copy of my marriage certificate and driver 's license. When I asked her why, she told me because the deed of the house is in your married name. We weren't married when we purchased the house and my driver 's license is not in my married name. From there the conversation went south when the agent would not allow me to talk, kept talking overtop of me and then started to accuse me of cutting her off when she was trying to talk. Once again I was denied a supervisor and still have not received a phone call back. So again I reached out to XXXX from XXXX XXXX, to which I received nothing for a week and had to follow up. He reached out for my drivers license and marriage certificate.
From there I requested the modification be canceled and our credit report by corrected. It seems he ignored the request through email and I had to reach out again. From there I was asked to call him where I was told " The wording on the website may be a bit confusing but it's all correct. '' and " We have to report the account accurately. We can't go in and clear anything ''
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| 08/05/2017 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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BOTTOM LINE : My mortgage was sold to a different mortgage company without my knowledge. Neither mortgage company contacted me, and my automatic withdrawal information was never given to the new lender. The new lender wasnt receiving payment ( because I didnt know my mortgage had been sold to the new company ), and are attempting to foreclose on my home. They have also destroyed my credit rating. Now that Im aware of the issue, I have made the loan current, and have paid nearly {$900.00} in bogus charges. BACKGROUND : Near the middle of XXXX, 2017, I received a phone call on my personal cell phone from what seemed to be a solicitor. I patiently listened for a few seconds before simply stating I was n't interested before hanging up. The person quickly said, " Your home is going into foreclosure ''. I asked what she was talking about and she stated she was with " Loan Care '' mortgage company, that I had n't been paying my mortgage, and Loan Care was going to foreclose on my home. I responded that my mortgage was n't with Loan Care. She replied that Loan Care had purchased my loan, and that I owed them money. I asked her to verify the address of the home. She stated she could n't give me that information. I asked if she could give me the loan number, and she again stated that she could n't or would n't give me that information. She asked if I could verify the address of the home, or give her my social security number for verification. This CLEARLY seemed like a scam, so I declined to give her any personal information. I asked for a phone number so I could contact someone at Loan Care ( note : when I attempted to call this number several weeks later, it led to a continual loop of advertisements. I was never able to connect to a customer service representative. The automated voice kept offering choices for XXXX XXXX, XXXX, etc If I didnt make a selection when prompted, the line would go silent for several seconds before automatically starting another series of advertisements. ) Approximately one week later ( late XXXX, 2017 ), I received a call from XXXX XXXX from Veterans Affairs who stated that I was delinquent on my loan, and that I needed to pay it immediately before my home went into foreclosure. At this point, I figured this wasnt a scam and started to dig into my bank records to determine if my mortgage auto-withdrawals had stopped. I discovered the automatic withdrawals had stopped in XXXX 2017. I was out of town with my family at this point, but determined I would address the issue as soon as I returned. On or about XXXX XXXX, 2017, I attempted to contact Loan Care, but couldnt get in touch with anyone. I contacted XXXX XXXX to see if he could help. He gave me a number to the Loss Mitigation department, and I was finally able to speak to a customer service representative at Loan Care. However, the woman immediately told me that I needed to speak to XXXX XXXX XXXX because Loan Care had closed my account. I asked the woman why my account had been closed, and why I hadnt been contacted prior to this. She stated Loan Care had sent mail notifications. I asked her where they had sent them ( which address ). She stated they had sent them to an APO address in XXXX, XXXX. I told her I hadnt lived in XXXX, XXXX for over 4 years! I asked why they hadnt called or e-mailed. She didnt have an answer, and simply told me I had to contact XXXX XXXX XXXX to deal with the issue at this point. I contacted XXXX XXXX XXXX and attempted to figure out a payment solution. They sent me a reinstatement quote later that same day ( XXXX XXXX ). I noticed two things about the quote that were problematic. First, the extra fees involved were not acceptable. They had charges for anticipated late charges, home inspections ( that were never done ), title fees ( that never occurred ), and lawyer fees. They also wanted the money in 48 hourswhich was impossible due to simple logistics ( I currently live in North Carolina ). Over the next several days, I worked a solution with XXXX XXXX Firm to pay the $ XXXX included {$890.00} in bogus fees. They received the check on XXXX XXXX, XXXX. I have since received letters from my bank stating my home is going into foreclosure, as well as a notice from XXXX XXXX stating the same thing. Additionally, XXXX XXXX has reported my alleged delinquency to the various XXXX XXXX agencies and my XXXX XXXX has plummeted over XXXX points.
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| 07/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I dont do Escrow with my Mortgage Company . I pay for my hazard insurance, property tax and HOA since XX/XX/XXXX when I closed the house. I have never been in delinquent whatsoever in paying property tax, HOA, Home insurance, and mortgage since XXXX!
In XXXX LoanCare tried to pull same scenario - They claimed they had not received the hazard insurance so I had to go at my insurance agent and was surprised at Loancare cos my insurance agent showed me proof of sending insurance on time and was surprised they even contacted me since they are the agent that LoanCare should deal with. ( Will furnish upon request ) XXXX early part of the year, LoanCare sent an email about wanting me to add about XXXX to my escrow I was surprised so I called them to let them know I dont do escrow. The representative I spoke with told me to ignore the email because it was a mass email soliciting for escrow or something so I ignored it.
XXXX XX/XX/XXXX - I renewed my home insurance with XXXX and paid in full ( will furnish upon request ). I went out of the country for a couple of months when I got back to the US in XXXX, I found out LoanCare had purchased insurance in the amount of XXXX plus similar to the email I received earlier about running shot of Escrow.cos they claimed they never received my renewal policy. They also claimed XXXX ignored to talk to them which I found it odd.They made me aware that if I provide proof of insurance, they will remove the escrow and everything will go back to normal between 7-10 business days. I even had a lady hang up on me and even reported her but nobody called back as promised. I uploaded proof of insurance and also faxed it in to expedite the process I followed up couple of times and in XXXX the representative confirmed that travelers insurance was now on the mortgage instead of their own. I inquired about the Escrow situation and even requested a rush request to remove it. Again, they informed me they would take care of it. I called back in XXXX to check on the escrow. Once again, they promised to escalate and get the issue resolved in 7-10 business days. As usual, they promised to call me back instead of me calling but they never did.
I assumed theyve had ample time to take care of it so I did not call in again. Recently, XXXX XXXX reduced more than XXXX of my credit limit. XXXX also reduced more than XXXX of my credit limit. Some banks also denied credit increase due to credit report. Some banks including XXXX also closed my account due to credit report.
On XX/XX/XXXX, I received an email from XXXX XXXX XXXX XXXXXXXX that they have closed my account due to credit report and stated in their letter multiple delinquency of my real estate / mortgage etc. XXXX XXXX - XXXX XXXX XXXX also closed my account due to info on my credit ratings. I called LoanCare to inquire about when I have ever been in delinquent only to find out they never removed the so called negative escrow they created after showing proof of insurance. As such they sent me to collections to receive harassment calls claiming I have been in delinquent and also used that to report to the credit agencies. I requested they rectify the situation ASAP. Not only did they make me talk to 3 people XXXX, XXXX or XXXX and XXXX, they asked me to write a request to rectify my credit reporting to a different dept. I asked them why they couldnt do it since they manufactured the issue and ran with it.why should I be the one to fix it. Obviously, they gave me the standard answer - I have requested to escalate your concern and check back 7-10 business days.
I talked to an attorney who advised to get a copy of past year statements and payments for him to review. When I called, the automated message indicates I am one month behind mortgage payment and that's absurd because my 24 months bank payments activities does not show in delinquencies. They also informed me that they will send an escrow check to my mailing address. How am I entitled to a refund if you have sent me to a collection agency and also reported me to the credit bureau as being in multiple delinquencies ... ... just doesn't add up I have a copy of 24 months bank payments activities for mortgage payment from my bank and have not been in delinquent. I also have a copy of XXXX insurance that I renewed and paid in full before XX/XX/XXXX. Please Let me know the docs you will also need so I can send them.
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| 02/23/2019 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern, I am sending this email to document and make the CFPB aware of LoanCare being in violation of my rights and committing unjust actions.
At the beginning of XX/XX/XXXX my County mailed me a notice informing me property taxes decreased by {$480.00}, and still to this day LoneCare is refusing to adjust my mortgage and currently charging me an extra {$480.00} for the entire year of XX/XX/XXXX and now for the begin 2 months of XX/XX/XXXX. When I received a new tax statement in the mail over 1 year ago informing me of my new tax obligations, I immediately contacted LoneCare, who refused to accept a copy of my documentation, and in fact I was told by your Company Representative, " I'm sorry but we have to charge you the amount that's in our system, not by the amount on the statement received from the County 's District Appraisal. '' I don't quite understand why LoneCare refused to accept my new documentation, but I am aware that their actions were and still are extremely unprofessional, negligent, and unjust. Also, as a paying consumer I confidently believe that at the very least my consumer rights were violated, therefore, LoneCare is in possible Breach of Contract and must be held accountable. For not only refusing to adjust my mortgage laterally according to my County 's Appraisal District, but also for then preceding on to increase my monthly payments by approximately $ XXXX/month. In which, then took it from $ XXXX/month to $ XXXX/month, with claims that my escrow account balance was over Negative {$3000.00} a $ XXXX/annual increase of my Homeowners Insurance policy, I had acquired over the year prior. ( Yes, I changed policies during my renewal date, & I also put down {$800.00} of the {$1300.00} ), I knew It was a scam, but since they had waited so long I couldn't prove it, and with a escrow account there's so much money everywhere, it's easy to get confused on what money is going where and for which year the payment covers. But over time periodically tracking my account and the money they claimed I owed them, I was able to catch on to what they were doing to me.
As my mortgage servicer how could you let me escrow balance get this far in the negative without necessary making adjustments in a timely matter, that would allow the consumer to effectively transition to the new increased homeowners insurance policy. However, LoneCare did not Act In Good Faith and they didn't give my family time to adjust to the new insurance increase, instead they continued to charge me at the same rate for months and months, causing my family to literally overnight have to go from paying $ XXXX/month to $ XXXX/month, ( for 1 year ) while still over charging us $ XXXX/yr for our taxes and paying the County Tax Appraisal $ XXXX/yr inl! As if they are trying to make us have to foreclose. Immediately after receiving this outrageous adjustment I contacted LoneCare, who assured me that their calculations were correct and that I owed them over {$3000.00}. They then agreed to allow us to pay $ XXXX/month for 2 years in order to meet their expectations.
Now here we are 1 year later, and I am still be charged the same $ XXXX/yr tax rate, and they're still insisting that I owe them money, so now that I have paid the entire " negative '' escrow balance, after submitting a {$1700.00} payment toward my escrow account that already had a balance of {$1200.00}, it turned into {$3000.00}, and it's only XX/XX/XXXX. After, paying the remaining " negative escrow balance, '' they only agreed to decrease my monthly escrow payment by {$120.00}, which took it from $ XXXX/month to $ XXXX/month X 10 months remaining= {$3600.00} more in addition to the {$3000.00} current balance. In conclusion, LoneCare will have collected a total of {$6600.00} " Escrow '' money from me over the course of 1-year, to cover my annual escrowed bill balance of {$3200.00}. This is less than half the amount that's LoneCare plans to take from me in XX/XX/XXXX. So basically LoanCare steals from me and I am responsible for replacing the stolen payments, while continually paying pre-established payments?
These actions are not only negligent, they are unlawful, and causing my family of XXXX to struggle for an entire year is unjust. LoneCare refused and ignored and is still ignoring my request for a tax reassessment, while over charging severely unlawfully overcharging me.
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| 11/13/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I ran into a financial hardship back in XXXX 2019, at that time reached out the Lender to ask about options to get back on track. They didn't offer any options because I was not 30 days behind.
The lender has not called me directly when the loan got behind to discuss options, only robo automated messages and send a loan modification application.
Completed the loan modification application XX/XX/XXXX, that is the only thing thing they made available, sent in the paperwork numerous times, they continue to ask for paystubs, but I don't have paystubs because I'm XXXX XXXX. I also signed a XXXX in the package so they have access to pull my transcripts and see that there is no w2 income, only self employment. The lender asked for the same documents over and over, since a few times, called and make sure they go it. I called and emailed numerous times, see attached documentation. Waiting for the loan modification results. They called XX/XX/XXXX, ask for a P & L sent that over ( never received a letter or email on what is needed ) I sent P & L 3 times faxed and emailed. While waiting on the modification status, I made a mortgage payment XX/XX/2019 ( I'm trying to do the right thing with the mortgage just need help ) I only made 1 payment because I didn't know the status of the modification, or whats going on in the loan. I have not received any update on the loan modification application being received, in process nothing. XX/XX/XXXX I get a notice on my credit report monitoring that a foreclosure has been added to my mortgage on XX/XX/XXXX. ( Have not received any letter from Lender stating they are returning mortgage payment or why ) I Called the servicer, they lender sent the mortgage payment back on XX/XX/XXXX and referred the file to Foreclosure. I have not received any collection calls asking for a payment, Even when I have called the servicer/lender they never ask if I can make a payment. I made payment on my, because I didn't know what else to do. I have not received any notice about the modification application being complete. I have not received any Loss Mitt correspondence. Only when I called servicer to ask why its in foreclosure did they get me their attorney to get a re-instatement amount. The Servicer violated the Federal loan Modification guidelines, the loan should NOT have been sent for foreclosure XX/XX/XXXX or XXXX ( not sure of the exact date ) when the modification application was submitted XX/XX/XXXX PLUS I made a payment. They rejected my payment to put me further behind and send me into foreclosure. The Servicer is still requesting ( via email and phone, nothing in a mailed letter ) the same modification documents that I've already sent a few times. I respond to the emails right aways and the Loss Mitt processor never responds to my questions.
Yesterday I called an attorney, however I will have to spend {$1500.00} for the attorney to process the loan modification, which I have the money and mortgage payment, however that money can be going towards paying the mortgage.
***Attached is the sent email logs, over all the emails to the servicer ***Attached is the phone log, I answer every call from the servicer and its just a robo auto message ***Attached is the call log of when I have called the Servicer/lender to discuss options ***Attached is the receipt of Mortgage Payment made on XX/XX/2019 they would not accept and sent back but I didn't get notified. ( If I would not have go credit monitor alert, and call the lender, I would be in the dark about everything and my money would be in lala land ) ***Attached is the email from me submitting the additional requested documentation XX/XX/XXXX, and still have not heard anything in writing that it was received etc or the application is in review.
**I also printed down the entire copy of everything I sent to the lender and sending it certified mail, AGAIN as double duty which will cost me money.
The servicer didn't follow anything listed in the 1024.41 Loss mitigation procedures. Servicer said in their own email, " Once all items have been received, I will be sending you a confirmation email and also provide a brief explanation of what will occur next '' >>>> I Never got any confirmation email, and I emailed the requested documents within 2 hours XX/XX/XXXX TWICE!!!!
Loss Mit Process never responds to ANY of my questions in the emails.
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| 05/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
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I sent the following letter on XX/XX/XXXX to Loan Care, a XXXX XXXX XXXX, located in XXXX XXXX, XXXX. We also resent this letter days letter to a few other locations in the company. I have heard nothing back to date.
I am writing to request a correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX. Our mortgage was sold to Loan Care by the XXXX XXXX effective XX/XX/XXXX. My XXXX payment was forwarded to Loan Care as I had an autodraft set up with the XXXX XXXX. We moved temporarily to XXXX at the end of XXXX. Our first class mail was being forwarded by a friend and neighbor.
On XX/XX/XXXX I spoke to XXXX in your customer service department. At that time I paid the mortgage for XXXX. At the same time I set up an autodraft to have XXXX payment and all future payments taken out on the XXXX of each month thereafter. I assumed that my payment for XXXX was credited to our account and that XXXX payment was successfully paid.
On XX/XX/XXXX your company contacted my husband to verify his phone number ; however, your company did not mention that the XXXX payment ( autodraft ) had not gone through. I can guarantee if my husband had been informed of the problem, he would have paid the mortgage over the phone that day.
On XX/XX/XXXX my husband noticed a 70 point drop in our credit score according to XXXX XXXX. I called Loan Care customer service and spoke to XXXX that day. That was a Thursday. She said that there was a problem with the bank information that I gave to XXXX and that the payment for XXXX and XXXX was not paid. I made both payments out of the aforementioned account that day. XXXX informed me that your company would have to listen to my original phone conversation with XXXX to see who was at fault. If your company was at fault, our credit score could be cleared up within 24 hours. I talked to ( XXXX ), a supervisor on Friday. He said it would take until Monday to resolve.
On Monday, XX/XX/XXXX I spoke to XXXX and was told that a review was scheduled for Thursday. I should call back on Friday, the XXXX. However, we did not choose to wait another day as our credit score depends on this being resolved. We are XXXX years old, wanting to buy a house for our retirement. On Tuesday ( XX/XX/XXXX ) we got XXXX on the phone. My husband insisted we talk to a supervisor. XXXX spoke to us for well over an hour. She told us our review had been cancelled because ( XXXX ) had put in the request for review incorrectly. XXXX assured us that she would review the initial phone call and get back to us by the next day. XXXX, our first agent told us the same thing.
Pleasantly surprised I received a call from XXXX ( XX/XX/XXXX ). XXXX said the routing number or account number that I gave to XXXX was missing a number ; therefore, your company was not responsible for our late payment ; and thus, our adverse credit report. I disagree, since you folks are supposed to be the professional loan managers, XXXX should have noticed that there were only 9 routing numbers at the time that we gave the numbers to her. I had a XXXX 14 years ago and sometimes have problems with numbers. When it became apparent that there was a problem with the routing numbers why did you folks not call us immediately and send written notification to our mailing address? Why did we not receive voice messages or letters from your company? In addition, we have not been given the opportunity to listen to the recorded call, nor have we received an official transcript of the call.
We called again on XX/XX/XXXX and spoke to XXXX ( supervisor ). We were told to write a formal request for inquiry about an error in Loan Cares processing of our autodraft request. I believe that your company is responsible for this error and I hope that you will clear our credit report. There was no intent or knowledge of us not paying until my husband noticed that XXXX XXXX had notified him of our credit report number dropping 70 points. We would greatly appreciate your immediate attention to this matter. The dropping of your credit by 70 points will destroy our opportunity to purchase a home and retire to XXXX.
Credit Bureau Error : Please correct our late payment notification to all of the credit bureaus for 30 late payment for the month of XXXX, XXXX Thank you for your immediate consideration!
Sincerely, XXXX.
XXXX
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| 02/17/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX a notice was received stating an increase in the mortgage payment of approx {$130.00} would begin XX/XX/XXXX. A call was made to Loancare, the mortgage holder to ask why there would be an increase. Initially the representative did not know why and after requesting a research be done as to why I called back and was told it was because the property taxes doubled. I advised them that was not possible. They advised me to contact my county for tax information. A call was then placed to my county and they advised me that the mortgage company was late in making XX/XX/XXXX taxes after the purchase and 2 payments, XX/XX/XXXX & XX/XX/XXXX was paid including a late fee on XX/XX/XXXX iao $ {$1200.00} which was the exact amount that the mortgage company advised me was my new tax amount. I called Loancare and advised them of their error. After not being able to get a resolution from the representative, I then asked for a manager. That manager understood their error and said would put a request for the taxes to be corrected and I was told not to make a payment for XX/XX/XXXX and it would be a couple weeks for the resolution to take place. After several calls and no resolution I asked for another manager and spoke to XXXX in collections. He advised he saw all the notes and where I was advised not to make a payment since the system has one payment amount and it would mess up their internal records. I called XXXX again because XX/XX/XXXX was due, he said that he saw where they did receive the tax information from the county and they were just waiting for the update and that they still could not take a payment until their records were corrected. Several calls in the interim and XXXX called back stating that one of their internal departments were waiting for another internal departments for the tax information. Then he called back to advise a VP- XXXX was now working on it and he will have the one department send the other department information. I received one forclosure notice and a couple calls daily. I advised XXXX that I suffer from XXXX and XXXX and this is too much. I have been attempting to resolve this since XX/XX/XXXX. He advised they are not going to forclose it was a system generated letter. I advised it was sent certified. This past week on XX/XX/XXXX XXXX called to advise that they updated the tax information and they are just waiting for the loan to be reamortorized. Once again stating their error and not to make a payment. He would call back on Thursday to take the payment. On Wednesday XX/XX/XXXX I signed another certified letter from Loancare stating forclosure packet. I called and left XXXX a message stating this was effecting me mentally. He called on Thursday the XX/XX/XXXX and said he was submitting request for the loan to be reamortorized and would be a few days and would call me back, but on the XXXX he told me that was already in the works. Since then the credit has been hit for being past due, calls coming in. He said that the forclosure department sends out the packet as a XXXX, for their investors and in the event they are audited but for me not to worry.
In summary, I have been attempting to resolve this since XX/XX/XXXX. I was the one who found out the error and called Loancare to advise their error and what they did. Had I not challenged the difference in my new loan payment and just paid what they said this error would have continued. Had I not made numerous calls and asked to speak to management this would have gotten worse because when I initially asked for research to be done it was not done. This has effected the credit, I have not been permitted to make any payments, they say when it's corrected they can not give me anything in writing showing the new amount until I make a payment even though I requested it. This seems to be something that if/when corrected I still will not be 100 % positive they calculated the amounts corrected. I placed a recording app on my phone and I have the last 2 calls recorded on my phone just to provide me with proof of the calls. They claim all calls are recorded and they have all the notes in the system since my initial call. I am XXXX, suffer from XXXX XXXX and XXXX XXXX. I need help. The current manager I am speaking to is XXXX XXXX ( think that's his last name ) but his direct phone number is XXXX. This goes directly to his desk.
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| 10/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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The lender failed to provide a payoff statement and payoff instructions on multiple occasions, obstructing payment while charging interest. The lender then refused to respond to our complaints regarding this issue.
OnXX/XX/XXXX I requested a payoff statement from my lender for a payoff on XX/XX/XXXX through their web interface and received an e-mail with confirmation number XXXX regarding my request. Both their website and the confirmation e-mail I received stated it would take three business days to fulfill this request. The lender did not fulfill this request as committed.
OnXX/XX/XXXX I called their customer service line because I had not received the payoff statement. Their customer service representative was unable to explain why I had not received the requested payoff statement and was unable to provide me with a payoff statement. The customer service representative stated they could not provide a payoff statement for XX/XX/XXXX but that they could provide one for XX/XX/XXXX. They committed to providing a statement for XX/XX/XXXX in the next 24 to 48 business hours. The lender did not fulfill this request as committed.
On XX/XX/XXXX, more than 2 business days after the previous call, I called their customer service line again. The customer service representative was then able to provide me with a payoff statement dated XX/XX/XXXX and payment wiring instructions. The payoff statement was received by e-mail on XX/XX/XXXX at XXXX XXXX EST. The attached wiring instructions included the arbitrary stipulation that funds must be received by XXXX XXXX EST on XX/XX/XXXX a detail they had not previously disclosed.
The lenders failure to provide the payoff statement and paying instructions as committed left me with inadequate time to prepare the funds for transfer. On Friday XX/XX/XXXX. At XXXX XXXX EST I was able to wire the payoff funds. Although the funds were in their custody, the lender continued to charge interest on the loan until they processed the funds until Monday, XX/XX/XXXX. On Monday, XX/XX/XXXX the lender withdrew money from my escrow account in the amount of {$73.00} without notifying me and without my permission. They took these funds claiming that they were entitled to them as interest accrued on the loan between XX/XX/XXXX through XX/XX/XXXX.
On XX/XX/XXXX I spoke with a customer service representative and explained the following : the lender failed to provide a payoff notice in a timely manner as committed on two occasions ; when the lender finally provided a payoff notice they imposed an arbitrary deadline for receipt of funds that reduced an already tight window for making payment ; although the lender failed to meet their commitments to me by days and by hours, they charged me three days of interest for being 20 minutes past their deadline. In response to these problems, I requested the lender reprocess the payment as received on XX/XX/XXXX and refund the {$73.00} taken from my escrow account. The representative took the time to type my request into their system and told me they would submit the request for review.
On XX/XX/XXXX I called the lenders customer service because they had not responded to my request. When I spoke with a customer service representative I asked if they had record of my request. They did not answer my request but instead connected me with a member of their management team. I again explained the situation to the manager. He took the time to enter my complaint and request into their system. He told me that my request would be escalated to a team who would review all the records of the account and work towards resolution. It is now XX/XX/XXXX and I have not heard any response from them.
Since my original request for a payoff notice made on XX/XX/XXXXe lender has failed to meet two commitments to provide me with the necessary payoff information, and they have failed to respond to my inquiries and requests on at least two other occasions in the time they committed. Their customer service is evasive and unresponsive, repeatedly committing to get back to me with answers and then failing to do so. Their actions suggest that they have intentionally obstructed my efforts to payoff my loan while continuing to charge interest. I am now insisting upon a refund of {$140.00} all interest accrued after XX/XX/XXXX, the date of the original payoff request.
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| 08/06/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Loancare purchased my VA loan and began scamming me with extra fees that are not on my contract. Once I asked LoanCare to delete those fees, they used my escrow account to pay them off instead of deleting them and didn't officially notify me. XX/XX/XXXX I called loancare because they were charging me for property taxes for which I'm exempt and the escrow agent informed me that loancare was using my escrow account to " catch up '' on my balance. I shouldn't have had a balance due because I paid the " amount due '' from my online account every month through XX/XX/XXXX. The escrow agent lied and told me that loancare called the XXXX County tax office and the tax office said, " You're only a little bit XXXX so you're only exempt for {$300.00} in taxes ... ... .I 'm not sure the office would be willing to call them again. '' I have emailed loancare through their website several times and didn't receive a response until my XX/XX/XXXX email in which I detailed the extremely poor customer service and requested a refund for the amount that I overpaid.I have provided an image copy of the tax exemption notice provided to me by XXXX County Tax Assessors three times. ( XXXX -- XXXX, XXXX -- XXXX and XXXX -- XXXX ). This company continues to pretend that they dont know the amount of my exemption. An email in response to ticket number XXXX date XX/XX/XXXX states : As confirmed with the tax office you have an homestead exemption for XXXX. The estimated amount of taxes are not available as of yet. Tax line already updated with the last installment amount of taxes paid.Your request has been marked resolved and this ticket has been CLOSED. This matter has not been resolved. I was not contacted about closing my ticked because my account adjustments havent been made. It is ridiculous to believe that contact with the tax office didnt provide my exemption amount in one phone call.Their response was they are aware that I'm exempt from property taxes, but they don't have the exemption amount yet. That's a lie. It's not possible that loancare contacted the tax office and didn't receive the exemption amount. In addition, I have sent loancare copies of the tax exemption notice from XXXX County stating the amount for tax exemption four times, but they ignore them. Loancare is intentionally overcharging me. I have taken a screen shot of my balance due every single time I've logged on to my account, screen shots of every message that I've sent to loancare and other pages of my account to include the confirmations for any correspondences I've submitted.
Loancare decided to send my coercive paperwork implying they would foreclose my home even though I've made the correct payments according to their online pages and paid at least {$390.00} over my monthly amount due. I received a letter dated XX/XX/XXXX, stating that my mortgage is now two months past due, and we have not received a satisfactory response to our previous request for payment or communication regarding the above listed loan..Please be advised that the total amount due is {$2000.00}. With this correspondence a line item explanation of charges should have been provided. It was not, but loancare expects me to pay whatever amount they send on a sheet of paper. My online account doesnt show this amount, but XXXX, which I have been paying. Out of force-of-habit, I was paying the previously set payments of {$1600.00}, from XXXX. Once I noticed my mistake I sent in two extra amounts of {$25.00} and {$54.00} to cover the differences. However, this new payment amount is due to taxes added and I shouldnt be paying taxes as I am exempt for $ XXXX I have made every single payment amount as shown on my online account window up to XX/XX/XXXX. Two weeks after these foreclosure warnings with documents requesting my financial obligations, loancare sends me documents declaring my loan in default with an amount not shown online just like all the other declarations. I've been contacting loancare since XXXX and they refuse to fix the issue. Just like XXXX XXXX XXXXXXXX prior to the real estate market crash when that company conned homeowners into foreclosure. Military XXXX veterans shouldn't have to be concerned with companies scamming them for the little money that we receive. I simply requested to be charged the correct amount and loancare continuously ignores me.
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| 12/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I want to express my frustration on working on a loan modification to save my house with L
oan Care, which they are the servicing company out in XXXX XXXX, Virginia on behalf of XXXX XXXX XXXX This bank has made it so difficult for us to obtain a Loan Modification after obtaining the servicing rights from XXXX earlier this year. We were in the process of having our loan modification approved towards the end of the year XX/XX/XXXX when the file was with XXXX. They kept advising us that the file was under review. Next thing you know they requested more documents which had to do with my pay stubs, my sister and my brother in law in which we all reside at the property together as our primary residence. After the submission of the pay stubs, they advise that the file was under review. When we kept calling the bank, a different representative from the " customer relationship team '' kept coming on and kept telling us that the file was under review, pending a decision from underwriter. The file was like this for almost a month and a half until they sold their servicing rights to Loan Care. I don't understand how if I had a process pending, which was waiting just a decision after us sending documents for almost a whole year, just gets transfer before giving us a resolution.I personally felt they dragged the file along, with nothing being done until they transfer the servicing rights. Once the file was transfer to Loan Care, they advise us that nothing can not be reviewed until the file was fully transfer which took almost a month and a half to do so. XXXX was supposed to send over the application we were working on from the previous file, but when we spoke to Loan Care, nothing was sent over from XXXX which worries me on what were they really working on the whole time.
We started an application to save our house with Loan Care. They requested a fully executed application, and we sent it over as well. Through the process of loan care, we were sending every documents they requested, such as income documentation, documents representing our hardship, updated bank statements etc. They came to us and said that we did not qualify for a loan modification because our income did not meet the criteria for a loan modification. I don't understand how if we presented more than enough income to support our house more than 50 % of our expenses which would include the mortgage towards the house. I work full time, my sister works full time, and my brother in law also works full time. We all share the expenses of the house together, and we all can afford this house and save our home. Now this bank is being complicated and denied us for the loan modification which we have been under process for almost 2 years now. We were facing a hardship when we felt behind on our mortgage payment, we want to pay our debt back and we can assume the whole debt of the house hold, but we need your help. Loan Care has made it impossible to have the file be reviewed because of the sales date. Our sales date in XX/XX/XXXX and we are worried to loose our house that we have worked hard for. It is my understanding that when you are working towards a Loan Modification, the file must be placed on hold until a resolution be generated, whether is to save a house through a Loan Modification, or selling the house through a short sale, the consumer has the right to come up with a solutions before the house is sold in a foreclosure auction proceedings. You have executed dual tracking on my mortgage, and we have every right to cancel the foreclosure sales date until a resolution is reached between us as a mutual agreement. You Loan Care and XXXX feel that you can just clean your hands by selling the house in a foreclosure, and obtain your debt right away and a win situation for you. Im the one whose loosing, I have my mother who is elderly living in our house and with my kids, and you want to sell the house specially in the winter time. This is just awful and so wrong to kick us on the streets specially with this situation of an elderly woman and our kids. I just want to be reviewed for the loan modification, and once approved, you can have your money back plus even more. Please help me eliminate the sale auction of XXXX XXXX XXXX until we can come with a mutual agreement, and a win situation not only for me, but you guys as well.
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| 04/25/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am contacting you on behalf of my husband and me. The loan is in his name and I am authorized on the account. ( XXXX XXXX XXXX/XXXX XXXX XXXX ) In the summer of XX/XX/XXXX we fell behind on our mortgage payments due to several family health crises that all hit within months of each other. Our loan was being handled by XXXX. We attempted to work with them and they were consistently rude and uncooperative. ( They suggested we let our vehicles go as a solution. Thus, we can't get to work ... and even if we let them go, they would be sold at auction and we would still be liable for the balance. ) They also presented us with a repayment plan we simply could not handle at the time. We were threatened with loss of our home several times.
In the fall of XX/XX/XXXX our roof was destroyed by a hail storm. At that point everything with XXXX stopped, pending the repair of the roof. XXXX XXXX paid our claim but we were required to send the check to XXXX. It took an inordinate amount of time for them to release any of the funds to repair the roof, thus risking further damage. It caused a great deal of trouble for and with the roofing company. We did not get that completely resolved until XX/XX/XXXX AND it is my understanding as of XX/XX/XXXX of this yearthere still may be a problem.
At some point during the XXXX nightmare, we were attempting to get a loan modification. Before that process was completed - our loan was turned over to XXXX. It took months and months for XXXX to get the paperwork from XXXX ( Including the amount they still held for the roof repairs. ) XXXX finally sent someone to inspect the roof and released the funds. In the meantime the roofer had put a lien on our property. ( NOTE : We have no complaints whatsoever with XXXX. We wish they could have kept our mortgage! ) We finally paid the roofer and pretty much had to start the loan modification over again. We got the agreement in place in XX/XX/XXXX and made three payments as agreed. ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) We were all set and relived and ready to go on with life.
We thought it was all over - BUT - XXXX then took over our loan and it is now being serviced by Loancare. They apparently did not honor the agreement we had in place. (???? ) It is now XX/XX/XXXX - and we have no mortgage agreement. Although, we were sent a packet from XXXX stating what your payments would be, etc. However, they will not accept our payment due to the loan modicfication that IS STILL NOT IN PLACE. We have called Loancare every month. They initially stated they didn't have all the paperwork from XXXX. We waited. Then they said they didn't have the paperwork showing the lien the roofer had filed had been released. We sent them that information. Then nothing. Last month they told us it was with the underwriter and we would hear something wihin a week.
We called on XX/XX/XXXX. We were told that the lien was still an issue. The rep attempted to put us in touch with our point of contact. ( Not the same one we had been working with who dealt with the lien ... .a new person. The THIRD point of contact we have had. ) We left a message to please email or call. Nothing. TODAY XX/XX/XXXX we received our monthly statement from XXXX/Loancare. We are being charged a late fee every month AND this is all on my husbands credit report. I called was put through to or point of contact ( XXXX XXXX ) and left ANOTHER message.
Meanwhile - a man stating he is from XXXX mortgage was here taking pictures of our house and stated that they were seeing if it was abandoned. We tell them we are here every time we call Loancare ... .while pleading with them to please get our loan modification in place.
We recently spoke to a retired mortgage lender who advised us to contact you as he did not think any of this sounded right. He advised that some home owners have been given the runaround until they completely lost their homes.
This is a lousy way to treat a Veteran with 29 years of service. To treat anyone. We have been trying to get this resolved now since XX/XX/XXXX! My husband works under a security clearance. This mess showing up on his credit report - which it does - could cost him his job!!! The amount owed is now over {$420000.00}. We just want to get this taken care of, make our mortgage payments and hope we can retire!!!
PLEASE HELP!!!!
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| 09/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hello, I am currently out of work due to Covid19 as of XX/XX/XXXX. I had reached out to a non-profit for the county I reside in ( XXXX XXXX XXXX ) to see if they could help me with the CARES Act funds for helping to keep my mortgage current. I have a conventional loan so the options for help with payments are really slim since it is not FHA. Luckily, I was contacted by the organization ( XXXX ) that they were willing to help me make these mortgage payments. Even though I am currently on the forbearance with the mortgage lender ( LoanCare , LLC ), I know I will not have an easy time making the balance due when my forbearance period is over. I am trying to maintain because I am having such a hard time finding employment. I apply to multiple jobs a week. Anyway, the point is that I do actually need this help for survival. I am a single mother of 2 who is OWED over {$50000.00} in back child support. I have no family help. None. I am completely on my own and to have this organization offer to help my family maintain our home and financial ability to survive this disaster is in no short of a blessing. The organization requires the typical information from my mortgage lender. Copy of W9, statement of mortgage account, balance due, and they also require the mortgage lender to go online and set up an account. The organization ( XXXX ) has to do this because this is how they track and issue payments to make sure everything is documented for IRS and legal purposes. This seems completely understandable. The packet requesting this information was extremely clear, detailed, straight forward and simple. I sent this request to my mortgage company ( LoanCare , LLC ) to the Loss Mitigation department through email, and also to the document email for processing on XX/XX/XXXX ( I called them to make sure I sent the information to the correct parties and it was confirmed that I did ). I only received back part of the information. They only sent the W9 and statement of account on XX/XX/XXXX. I contacted them via phone to see if they set up the online portal per the detailed instructions because CAP indicated that part had not been completed. They did not, so a claim was made to see if this portion could be completed. The email even had the contact information and exact instructions in the document packet, as well as a hand typed email from the caseworker, XXXX XXXX, as to why every portion of this packet had to be completed so that they could issue payment directly to the mortgage lender on behalf of my account. I have called and followed up about 5-6 times since XX/XX/XXXX spending hours on the phone trying to get help with making my payments, practically begging them to help me with this form and even asked if I could create the account online for them. I have stressed the need and importance of this each time I have contacted them, but no resolution is made. Not even a yes or no answer if they can take the 10 minutes to fill out the online portion needed for tax reporting purposes of the CAP. I have also emailed and tried filing a complaint in writing on XX/XX/XXXX and all I received is a request they are still working on this. In a few weeks, it will be 90 days since I requested this help. All I can wonder is if this lender is doing this in hopes I will not be able to pay may balance at the end of my forbearance in hopes it will add further to their financial gain by increased interest if the payments missed get added to the end of my 30 year loan ( 27 years left to go ) that is currently sitting at a very high rate for a mortgage of 4.625 %. I sincerely hope that you will take my claim seriously. I feel like this company is scamming me in a way where my inability to pay is being exploited and they are not trying to help mitigate the losses. I feel taken advantage of. I know they are extremely busy right now. I can imagine, but nearly 90 days to complete an online vendor registration form seems very strange, especially when I have stayed in constant contact with them. Please help look into this. I have tried everything I know how to do on my own and I feel like this mortgage company is taking advantage of me while many people like me are just trying to sustain the roof over our heads and not have this current issue affect us so drastically in the long term.
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| 02/20/2023 |
Yes |
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- Trouble during payment process
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Web |
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Attention Plaintiff LoanCare , LLC and Counsel of Paintiff XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CASE NO. XXXX I, XXXX XXXX XXXX am writing to bring to your attention the errors related to LoanCare LLC mortgage loan number : XXXX. In XX/XX/XXXX, the funds of {$45000.00} wired to counsel for Plaintiff ( XXXX ) were not credited to my mortgage by LoanCare LLC. See attached Exhibit 1 which contains the details of the XX/XX/XXXX transaction.
As per the new federal mortgage servicing rules, servicers are required to rectify errors in the servicing of mortgage loans. I request your prompt attention in addressing the issues described below.
Mortgage Payment History and Payoff Errors : Upon review, it has been brought to my attention that your client must provide the entire mortgage payment history from XXXX to XXXX. To resolve these issues, LoanCare should comply with defendant 's request for information and collaborate with defendant to return the funds promptly. This will facilitate a quicker and more effective resolution of the errors. See attached Exhibit 2 for your reference.
Mortgage Principal Balance Error : Your client LoanCare LLC made mistake to provide right current mortgage Principal Balance {$100000.00} as of XX/XX/XXXX per your client LoanCare. I have attached Exhibit 2 ( LoanCare LLC ). It is crucial for LoanCare to assess and determine the optimal approach for resolving these issues. Additionally, an incorrect payoff amount was sought through improper foreclosure procedures.
Property Tax & Escrow Errors : It appears that your client has failed to pay the following expenses from the escrow account. Defendant paid the property tax for XXXX and XXXX described below. Find attached Exhibit B and Exhibit 6 from XXXX XXXX XXXX XXXX.
Property Tax for XXXX XXXX, XXXX, amounting to {$6000.00} Property Tax for XXXX XXXX, XXXX, amounting to {$7500.00}.
Defendant, XXXX XXXX, is objecting to the payoff amount for a property in XXXX XXXX due to errors in the escrow account. Find attached Exhibit B Exhibit 6 from XXXX XXXX XXXX XXXX.
Original Warranty Deed, Title and Original Principal Amount Errors : Your client failed to provide the original warranty deed with the official XXXX XXXX doc stamp dated XX/XX/XXXX to the Court. Please refer to Exhibit A for further details.
Additionally, your client did not provide the original title recorded instrument in the XXXX XXXX official Record Book XXXX, page XXXX, dated XX/XX/XXXX to the Court. The relevant documents are attached as Exhibit C.
Additionally, your client did not provide the original mortgage, in recordable form and encumbering the subject property, in the original amount of {$91000.00}, form XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX recorded Schedule B in the XXXX XXXX official Record Book XXXX, page XXXX, dated XX/XX/XXXX to the Court. The relevant documents are attached as Exhibit D.
Servicing Error of Mortgage Reinstatement ( XXXX XXXX XXXX ) : Defendant, XXXX XXXX, is objecting to the payoff amount for a property in XXXX XXXX due to errors. I am also bringing to your attention an error in servicing the mortgage reinstatement by your client, XXXX XXXX XXXX ( Loan Number : XXXX ), and the related XXXX XXXX Case XXXX. In XX/XX/XXXX, the funds of {$45000.00} wired to counsel for Plaintiff ( XXXX, XXXX, and XXXX XXXX. ) were not credited to the mortgage by your clients LoanCare XXXX and XXXX XXXX XXXX. See attached Exhibit 10 and Exhibit 1 which contain the details of the XX/XX/XXXX transaction.
Defendant, XXXX XXXX, request that LoanCare LLC respond to this letter within seven business days and take the necessary steps to correct these errors. Emailing the Internal Audit Department at XXXX and submitting a comprehensive statement detailing the suspected fraudulent conduct under the Whistleblower Protection Policy and Sections XXXX12.3187 and 112.3188 of the Florida Statutes. It is crucial for LoanCare to assess and determine the optimal approach for resolving these issues.
To : LoanCare , LLC Attn : Mortgage Resolution XXXX XXXX XXXX XXXX XXXX, VA XXXX To : Counsel of Plaintiff XXXX XXXX XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, FL XXXX Thank you for your prompt attention to this matter.
Sincerely, XXXX XXXX ( FBI XXXX XXXX XXXX ) XXXX
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| 04/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Company : Loancare - XXXX XXXX Loan No : XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX My mortgage is paid to this company via XXXX through XXXX XXXX XXXX In XX/XX/2021 the payment was sent by XXXX XXXX XXXX with a received date of XX/XX/XXXX as per bank records. As a consumer, I had initiated the payment of {$2500.00} on the XXXX XXXX XXXX XXXX XXXX portal for it to be received on or before XX/XX/XXXX. The due amount was {$1300.00} and I paid almost double to reduce principal. Loancare claimed to receive it on XX/XX/XXXX and charged me a late fee. I let it slide as a one-time error with USPS or whatever else that could cause a delay.
Once again a payment of {$2500.00} was sent in XXXX to be received before XX/XX/XXXX. This time once again the check never reached them according to Loancare. I checked the portal fortunately and saw a late fee so I called and was told to email XXXX with proof of payment. I sent a screenshot from my XXXX XXXX XXXX XXXX showing the payment. Apparently, nobody checked that email address and nothing happened. On XX/XX/XXXX I received a letter stating that my loan was delinquent and that they have reported me to the credit bureau. Apparently, they claimed that the check was never received. I called them and made a payment of {$1300.00} online just to make sure the account is current. I called XXXX XXXX XXXX and they reissued a new check to be received by XX/XX/XXXX. ( This was shown as processed by Loancare on XX/XX/XXXX which clearly indicates that there was a delay again ). I explained the situation and they now asked me to open a credit dispute online since the emails were not being responded to. I opened a dispute and in a couple of weeks was notified that they stand by their decision. I called and asked for a supervisor. I got XXXX XXXX XXXX on the phone and we waited a full 2 hours on hold before a supervisor showed up. XXXX XXXX XXXX explained the situation and confirmed that the payment was sent in XXXX. I was asked to open another credit dispute. A few weeks later I received a notice dated XX/XX/XXXX that their credit department did not have enough information. I called and they said it was still in progress clearly showing that they did have all the info. Not having heard back I again called on XX/XX/XXXX and was told that a letter has been mailed stating that this case id closed and that they have decided that it was a late payment.
Now as a consumer what is it that they want me to do. I got XXXX XXXX XXXX to prove that I did not send the payment late which is all I can do. But they are refusing to accept that an reverse the late payment credit reporting. On further discussion they said that they will only go by the payment received date and nothing else. Then why did they make me go and open multiple credit disputes if they don't intend to accept any proofs. This is just consumer harassment and they need to be taken to task. Due to their inefficiencies my credit is getting affected when I did nothing wrong.
If they did not take 2 weeks to notify after my first call and email notification about the missing payment ( I was asked to email as per their guidelines ) I could have possibly found out before XX/XX/XXXX and avoided the late mark by making a payment online. But they notified me on XX/XX/XXXX after reporting to the credit bureaus. How was I supposed to know that the check was lost.
Now they want me to call the credit bureaus directly and chase them. So basically I have to do all this and they take no responsibility. And that too when I did nothing wrong to start with.
Finally a further note on their practices to give you more context. When you login to their website to view your mortgage account they start by trying to sell you a home equity. There is an option to refuse this and opt to not receive this pop-up in the future.
Apparently, if you opt-out it does nothing. It continues to offer you the line of equity each time you login. And you have to navigate XXXX pages to even get to your loan details. They make it so difficult to even do basic things and then their customer service is equally bad.
I am requesting that something be done about this since it is not fair that my credit get affected due to their lack of efficiencies and delays in their processing.
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| 11/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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In XX/XX/XXXX, due to COVID-19, I entered into a forbearance with my mortgage company, LOANCARE , LLC. This forbearance was part of the CARES Act, and I was assured by the mortgage company that entering into the forbearance would not affect my credit score. The forbearance was approved ; their approval emails indicated my credit would not be affected. The forbearance was set to expire on or about XX/XX/XXXX. In or about XX/XX/XXXX, I called and applied via e-mail for LOANCARE , LLC 's forbearance extension, again confirming that this would not affect my credit. This extension was approved and forbearance extended until XXXX with the company insisting that forbearances are not reported as late by them. Given the COVID-19 situation, I sold my home on XX/XX/XXXX and the LOANCARE , LLC mortgage was paid in-full which LOANCARE , LLC confirmed via app and physical letters. I also received an escrow refund. I recently found that my credit score across all three bureaus had inexplicably dropped 53-96 points, with XXXX dropping the most ( 96 points ). Panicked over this drop, I investigated to find all three bureaus showing that the score had tanked due to LOANCARE , LLC reporting me as 120+ days late with my mortgage ( retroactively showing me as delinquent back to XX/XX/XXXX ( when I entered into the CARES Act forbearance ) as of about XX/XX/XXXX when they marked the account as closed, thus effectively destroying my credit. I immediately contacted LOANCARE , LLC. They said they did not know why I was reported 120+ days late, but that I should not have been reported as such. I then emailed them a screenshot of my credit report showing their 120+ day delinquent indicator. I received an email message back stating that they didn't see in their records where they had reported me delinquent, effectively closing the matter on their end. I replied to their email explaining again how they were wrong and included a more specific screenshot of how their account appears on my credit report. I received no response.
I then disputed their destructive 120+ day delinquent status with all three credit bureaus. Following my filing of the disputes, I called LOANCARE , LLC back and informed them that it appears they are in violation of the CARES Act by using the forbearance plan to destroy my credit - after the fact ( after my mortgage was paid in full in XX/XX/XXXX ). I was then told I needed to send them all three full credit reports. I attempted to print all three reports, and was not allowed to do so for two bureaus due to the pending disputes against LOANCARE , LLC. I was however allowed to print XXXX. A LOANCARE , LLC representative informed me that I should wait until the credit bureaus provided an answer to my dispute to submit the credit information to them ( LOANCARE , LLC ). I explained how that made no sense and again demanded they fix their wrong reporting to the credit bureaus, informing them that their destruction of my credit will cause me to lose my open to buy on credit cards, make it impossible for me to buy a new home in Spring XXXX, and potentially cost me my job ( as my employer views credit reports as part of regular background checks ). LOANCARE , LLC did not care, and discounted everything I told them.
I printed and highlighted LOANCARE , LLC 's 120+ day delinquent indicator and sent them the full XXXX report, again demanding they fix the issue ( pg. 48 - see attached ). I have received no response as of the filing of this complaint. My job depends on this being fixed. I have done nothing wrong, and LOANCARE , LLC is completely unscrupulous. Please help me.
Attachments - XXXX full report ( see highlighted page 48 ) ( all three bureaus affected ) ; forbearance letters of approved plans complete with their CARES Act language stating nothing would be adversely reported to credit bureaus ; the credit alert which initially indicated what LOANCARE , LLC had done ; a copy of the LOANCARE , LLC letter stating my mortgage was paid in full in XX/XX/XXXX ; a copy of the escrow refund check sent to my by LOANCARE , LLC following my mortgage being paid in full ; and a copy of the LOANCARE , LLC app showing a XXXX balance ( nothing owed ).
LOANCARE , LLC contact : XXXX XXXX XXXX, XXXX XXXX, VA XXXX ; ( XXXX ) XXXX.
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| 08/31/2020 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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I requested a forbearance that began on XX/XX/XXXX under the CARES Act due to being impacted by COVID-19. I inquired about how the forbearance would affect my credit and was advised that the status of my loan prior to the forbearance would remain under the duration of the forbearance. Prior to the forbearance, my loan was reported current to the credit bureaus every month so I proceeded with the forbearance option. I paid off my loan on or about XX/XX/XXXX. I reviewed my credit report on XX/XX/XXXX, at which time my credit report showed my mortgage loan as 120 days delinquent with the last on time payment made in XX/XX/XXXX. I called LoanCare to have this information corrected. I was advised to submit a written request via their website under my account. I did so on XX/XX/XXXX ( Ticket # XXXX ). I called LoanCare on XX/XX/XXXX to check the status of my dispute. I was advised by customer service that the process is a 10 business day turnaround. I asked if there was an escalation process where I could request an expedited turnaround as I explained this misinformation on my credit report is preventing my new mortgage loan from going to underwriting for approval and I am scheduled to close on my new home on XX/XX/XXXX. I was advised there was no way to escalate the issue. I then asked to speak to a supervisor. After speaking to the supervisor, I was advised that LoanCare did report my account as current to the credit bureaus and that I would need to contact the credit bureaus themselves. I was also advised that the " credit bureau probably saw that the principal balance did not decrease and automatically flagged my account as past due ''. I then called the credit bureaus who advised me that they only report information that is provided by the lender and that I would need to contact the lender to have then speak to their XXXX rep to have my credit report corrected. I then called LoanCare back the same day ( XX/XX/XXXX ) and spoke with another supervisor who also confirmed my account was reported correctly as current and that I would need to speak with the credit bureaus. He proceeded to send an email to escalate the issue but advised that after they review the file and see that LoanCare reported correctly that I receive a letter that says there were no errors made. I explained that regardless of what their system shows, the credit bureaus show differently and they ( LoanCare ) are the only ones who can communicate the error to the credit bureaus to have this corrected. I called back on XX/XX/XXXX to check the status of my escalated request and was transferred to another supervisor. I was advised of the same information that my account was being reported as current and there was nothing they could do. The supervisor offered to email me a copy of my loan history showing where my account never reached default status in hopes that this would resolve my issue with new mortgage loan application. I spoke with my loan officer and was advised that he can only go by what the credit report shows. I proceeded to call LoanCare back, this time with my loan officer on 3-way, and we were both told the same information as on my other calls. My loan officer explained that my credit is showing as 120 days past due and that LoanCare reported that. This supervisor is the first from all of the other supervisors and customer service reps to acknowledge that LoanCare made an error with my credit reporting. She stated she escalated the issue and I would need to call back to confirm the issue has been corrected. I also submitted a follow up ticket on LoanCare 's website in order to provide them with a copy of my credit report showing my account as delinquent ( ticket # XXXX ). I called back on XX/XX/XXXX to see if there were any new notes on the file and was advised there were not. I asked to submit a complaint and was advised I would need to mail in a written complaint. I asked if there was a way to document my complaint while on the phone and was advised there was not. I asked if there was a complaint intake analyst who could handle my complaint and was advised there was not. I have attached a copy of my credit report as of XX/XX/XXXX. The account information for LoanCare can be found on page 8 of the report.
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| 05/30/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX 2017, I re c eived notice fom my mortgage servicing company, XXXX , that my loan had been sold to LoanCare , LLC, effect ive XX/XX/XXXX 17. In the papers sent to me from XXXX was an address for mail-in payments : LoanCare , LLC XXXX . XXXX XXXX XXXX , PA XXXX Before XX/XX/XXXX , I called LoanCare on at least two separate occassions. On one I spoke with XXXX , employee ID XXXX . On the other I spoke with XXXX , employee ID XXXX . Both of them gave me the same information for setting up a XXXX payroll allotment ( I 've been paying this mortgage without any problems via payroll alotment for over 6 years to XXXX ) : XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX Company code : XXXX XXXX # XXXX Acct # XXXX Loan # XXXX On XX/XX/XXXX 17 I submitted this information on XXXX XXXX XXXX to start the allotment to LoanCare. Later in XX/XX/XXXX , my local payroll office called to inform me that the company code " XXXX '' is not a valid XXXX military allotment company code. I called LoanCare again to confirm the information was correct for a XXXX allotment and was assured that it would work. The XXXX system would not accept " XXXX '' as a company code. After some research, my payroll office found a company code that matched the XXXX XXXX XXXX # and the XXXX system accepted the allotment start order. Because this order happened after the system cutoff date, one additional allotment would be sent at the end of XX/XX/XXXX to XXXX for the payment due XX/XX/XXXX . XXXX wired this to LoanCare and it posted to my loan just fine. Around XX/XX/XXXX I received my XX/XX/XXXX statement from LoanCare and was surprised to see that the allotment sent at the end of XX/XX/XXXX for the payment due XX/XX/XXXX did not post. I contacted LoanCare and they asked for the EFT number for the payment. I asked my local payroll office for the EFT number, but they were unable to get it from XXXX . Because we were assured by no less th an 2 L oanCare employees that the XXXX military allotment information was correct, we questioned its validity and filed a complaint with CFPB. I gave permission fo r LoanCare t o speak with my local payroll office about this matter, and their response to my complaint was that the payment failed to process because my local payroll office did n't enter the account number correctly. LoanCare continued to assert that the company code and other information they gave for the XXXX allotment was correct and that they were not at fault. Around XX/XX/XXXX , upon receipt of my XX/XX/XXXX statement from LoanCare, I discovered that the allotment issued a t the end of XX/XX/XXXX for the payment du e XX/XX/XXXX d id not post either. I contacted my local payroll office again, but to date have not received a response. On XX/XX/XXXX , I contacted the payroll at XXXX XXXX XXXX . On XX/XX/XXXX - XX/XX/XXXX , they informed me that the allotments are being issued by paper check - not electronically. The paper checks are being mailed to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX Please note that this address does not match any of the two aforementioned addresses, and is n't even close to to the address LoanCare gave me for the allotment, which I included on the XXXX XXXX XXXX XXXX for starting the allotment. There is yet another address for mailing payments listed on their website : LoanCare Attn : Cashiering Department XXXX . XXXX XXXX XXXX XXXX , VA XXXX Four different address, and none of them work with XXXX allotments. Also, even if my local payroll office had input the account number correctly, the payments still would not have reached LoanCare because the XXXX company code that matches their XXXX # causes paper checks to be sent to an evidently bogus address in XXXX , not electronic transfers. Because there are no electronic transfers, there are n o EFT n umbers to track the payments. Emails sent to LoanCare have gone unanswered, and it appears they have turned my mortgage over to their Collections.
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| 03/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX - received annual escrow statement with shortage amount and options to pay difference and keep same payment, or have payment increased. I mailed a check with the escrow payment slip. They cashed it on XX/XX/XXXX and incorrectly applied it to my principle.
XX/XX/XXXX - received my monthly statement, noticed my escrow shortage payment was applied to principle instead of escrow act, called several times throughout the day, left multiple messages, no return call XX/XX/XXXX - called again, no return call, could not get through to a person XX/XX/XXXX - sent email via Customer Service Online Secured Form, received confirmation with reference number XX/XX/XXXX - called again, spoke with XXXX agent XXXX - he said it would be sent to the correct dept and corrected XX/XX/XXXX - received updated statement, still not correct, called repeatedly and unable to speak to a human XX/XX/XXXX - submitted email via Customer Service Online Secured form again, received confirmation with reference number XX/XX/XXXX - called repeatedly, no response and unable to speak with human XX/XX/XXXX - sent email via Customer Service Online Secured Form XX/XX/XXXX - received a second escrow adjustment statement with a new amount, original amount paid still not credited to escrow account, called multiple times, left messages, no return phone call XX/XX/XXXX - sent certified letter detailing all the contacts and requesting Error Resolution Notice under 12.C.FR 1024.35, no response XX/XX/XXXX - filed complaint with XXXX XXXX XXXX XX/XX/XXXX - mailed a second check for the new escrow shortage amount - original amount paid and not credited back in XX/XX/XXXX XX/XX/XXXX - XXXX XXXX called me back based on XXXX XXXX XXXX complaint , said she would straighten it all out and send me a letter with my new official payment amount, she informed me my account was not delinquent due to the fact that I was paying the payment amount based on if I paid the escrow shortage and that she would mail me the new payment amount once all the corrections were done.
XX/XX/XXXX - received letter from XXXX XXXX Mortgage Resolution Unit documenting our conversation and advising she was waiting on the second escrow shortage payment, and once they process that, my new statement will reflect corrected payment amount XX/XX/XXXX - received statement dated XX/XX/XXXX - it shows my XX/XX/XXXX payment received by them on XX/XX/XXXX and applied to my XX/XX/XXXX payment, it also shows the XX/XX/XXXX payment that I mailed in early, received by them on XX/XX/XXXX but they applied it to principle. Called XXXX and left a message. Called every day twice a day and unable to reach XXXX XXXX XX/XX/XXXX - keep getting calls from their collections department to call them, spoke with XXXX Agent # XXXX - she said that I was showing delinquent because XXXX 's changes made it appear as though I had not paid XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX payments. I have never missed a payment. They may have been considered short {$20.00} or so due to the escrow shortage payment I made that was not properly credited to my escrow account ( they applied to principle ). XXXX said she would escalate to her supervisor to straighten it out/ XX/XX/XXXX was date all the reallocations were made that somehow through my account into delinquent XX/XX/XXXX - receive a delinquent notice from them stating they never received my XX/XX/XXXX payment. called and left a message stating that I need this straightened out Please note that I have had this mortgage for many years and have never paid late. It has been sold multiple times during my 18 years in my home and this is the first time I have every had issues. My credit score is excellent and I have made every payment. I paid the escrow shortages and they credited to the principle, then say I am underpaying on my mortgage. This company is unreachable via phone. They call you and when you answer, it is a voice recording asking you to call them back. This is not them leaving me a message this is when I answer my phone. I try to call back the number and 95 % of the time I have to leave a message. I really hope another mortgage servicer takes over my mortgage. This experience is horrible.
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| 06/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX of 2019, my payment has gone up XXXX for a lack of escrow that was being collected, due to someone in the insurance department putting in a one time payment of XXXX from my hazard insurance company as my annual premium. The letter clearly stated that it was a one time payment, and yet, they still managed to make the mistake. After the mistake was made, they 'serviced ' the loan, i.e. escrow analysis was done and they STILL DIDN'T CATCH it. XXXX.
I have called, over 80 times to the company, and I keep getting pushed around. Finally about over 102 days and complaining to CFPB and XXXX, I received a letter from XXXX XXXX Office of the Customer stating that due to their XXXX up, they would pay XXXX back to our escrow as a credit.
I called in during the first week of XXXX to ensure that I was credited back the monies from the letter that was dated for XX/XX/XXXX. I come to find out that only XXXX was credited by the XXXXnsurance department- not the XXXX that was stated, promised and guaranteed in the letter. They said they'd look into it. Three weeks later, I didn't hear XXXX, so I called back to escrow, was pushed to someone else, then transferred to someone managers voicemail. I then called XXXX a left a strong message begging for call back, demanding it rather. Then I called XXXX XXXX, and she didn't answer either- and I've received no callback from her. The last contact I had with her was her telling me essentially she's not dealing with me anymore. Wouldn't that be great if I never had to deal with XXXX XXXX ... It really would be great.
This is that last contact I had with her concerning this issue : " Good Afternoon, We are still waiting on the additional funds to be deposited into the escrow account before we can run an updated escrow analysis.
Your direct point of contact is listed at the bottom of the document if you have any further questions or concerns. '' That was XX/XX/XXXX. They have had 8 business days to resolve it and yet here I am- once again.
NO ACTION ON THE MATTER OF RESOLVING THE FULL PAYMENT TO ESCROW HAS BEEN TAKEN.
I left a message, I was assured a call back today. Then, being as frustrated as I am I called back waiting to talk to a manager, who wasn't available, but the associate said that they would call me back at XXXX EST. It's XXXX EST ... and no call. In fact I'm on the phone right now, this very XXXX XXXX minute, again, speaking to XXXX about my situation and she has no answers. She requested that I send the document from XXXX to her. I did that already to XXXX in early XXXX and nothing has been resolved. I was then not allowed to speak to a manager because, " he just left. '' Really ... XXXX. He's there and doesn't want to talk to me. So how are the minions going to get what I need done when everyone knows that it's above their pay grade?
I'm done. I'm done working through CFPB and the XXXX, I'm done calling and begging for help and lucky for your associates and managers who actually pick up phones I'm done yelling. I want this resolved.
I want the XXXX restored back to escrow which is apart of the XXXX that was promised in a letter from XXXX XXXX sent on XX/XX/XXXX. XXXX was credited back- I want it all. Just as the paper says. Oh wait? Did the company XXXX up again? Did you mean to only really credit back XXXX and there was a typo? Too bad, it's in writing. Now, I want it and I want it done now.
Three and a half months to fix YOUR mistake, IS TOO LONG TO WAIT. You're messing with peoples lives. We will not pay you another nickel until this is finally, FINALLY resolved. Perhaps that will get your XXXX XXXX attention. May then YOU'LL care that you're not getting YOUR money.
Fix it, again. Thanks for fixing it before, again after three and a half months. Way to be on top of that.
It's now XXXX my time, that's another 34 minutes on hold waiting for a manager. They are waiting for me to give up, hang up and pay them money they OWE ME. I wish them luck with that.
You will see the letter from XXXX XXXX. As well as the email from XXXX doing nothing to assist.
I hate, with a deep seeded passion, this company. With any luck, they will go bankrupt.
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| 10/30/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I purchased my house on XX/XX/XXXX and the very next month my job changed to a different company under the parent company and my income started to decrease. I made my payments all the way up to XXXX of XXXX and in XXXX of XXXX I called my mortgage company XXXX XXXX XXXX at XXXX to see what options I had to do a payment extension or something. I was told that I could apply for a modification but would have to be at least 60 days past due. I applied for the modification in XXXX of XXXX and called every week to two weeks following up on the status after sending in additional loan documents the mortgage company asked for. I received a letter in XXXX stating I was denied due to I wasn't in my home for 12 months. I then had to take out a hardship withdrawal from my 401k to catch my mortgage payments up from XXXX to XXXX which now still had me behind the XXXX, XXXX and XXXX payment. At the end of XXXX I set up a payment plan with hopes of my income increasing under the new job function and my first payment was going to be XX/XX/XXXX. I was then laid off on XX/XX/XXXX so I called my mortgage company and explained I was laid off and they told me I could apply again for the modification because it would take them 30 days to process it and by that time I would have been in my house for 12 months and to send the documentation showing where I was laid off. I did that and continued to follow up with the mortgage company for the status of the modification. I called the mortgage company today and now we are at the end of that process and I was told that my modification was denied again because they said I haven't passed the 12 months of the 1st payment for an FHA HAMP modification. I asked to speak to a manager and a team lead by the name of XXXX was very rude and unprofessional as I was trying to explain to him how each representative I spoke to gave me all the wrong information every time I called. I am a single mother of XXXX with XXXX children in college and XXXX that has XXXX XXXX. This process has stressed me out so bad because of the miss information and misleading documentation sent by XXXX XXXX XXXX has put me in a worst position that what I started with. My income has dropped dramatically and I turned to my mortgage company for help and all they have done is given me false information. I feel like they are trying to take me house from me and to top it off they are now selling my loan on the XXXX of XXXX to a new servicer. I've went out t the hud website and read the FHA HUD Handbook 4000.1 and it has an option for the following and based on this information it shows that I would qualify for the modification but Commerce mortgage is only looking at the one option of the mortgage default instead of Mortgage in Imminent Default see below. I asked XXXX to let me speak with a manager and after being on hold for over an hour they transferred me a voicemail and the guy name was XXXX but couldn't make out his last name. I don't want to lose my home, I can't lose my home I would have no where to go. I'm doing the best I can trying to get back on my feet now that I have a job but is paying less than half of the income I was making when I purchased my house. Bad things happen to good people that's out of their control and I don't think you should be treated like you are a bad person because you fall on hard times. Please help me as XXXX XXXX XXXX has purposely not giving correct information and misleading information that causes their customers to be in a worst position that what they actually started out with.
Thank you ( b ) Mortgage in Imminent Default To modify a Mortgage facing Imminent Default under FHA-HAMP, the Mortgagee must ensure that the following conditions are met : at least 12 months elapsed since the Closing Date of the original Mortgage, as evidenced on HUDs Neighborhood Watch system ; a minimum of four Mortgage Payments have been paid by the Borrower on the current Mortgage ; Imminent Default due to a verified loss of income or other hardship as explained in the definition of Imminent Default ; and the Mortgagee obtains documentation evidencing the cause of the Imminent Default.
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| 07/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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My issue is with LoanCare LLC of XXXX XXXX, Va. They obtained the mortgage on my home in Ohio back in XX/XX/XXXX from another lender. I'm a XXXX employee and currently live and work out of state. My mother lives in the home in Ohio and we have been attempting to sell the home for the pay off on the loan. I'm not concerned with profit. We'd like to get my mother moved in with me due to some health concerns. I have had a buyer for the house since late XX/XX/XXXX of this year. We have an attorney working for us to take care of the proceedings in my stead. LoanCare required my permission for the attorney to conduct business with them regarding the sale of the property. This was granted on XX/XX/XXXX.
This is a copy of that authorization email:
Reference number: XXXX Please use this ticket number in any correspondence with us.
Subject: Authorization Request
Dear Valued Customer,
Thank you for contacting us.
We have received your recent inquiry regarding the mortgage account. Authorization has been added to the mortgage account.
Please feel free to contact us if you have any additional questions.
Sincerely,
Customer Support
XXXX XXXX XXXX XXXX XXXX, VA XXXX
**********************************************************************************************
The contents of this email and any attachments are confidential and are intended for the named recipient(s) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender.
*** this email was scanned for malicious content ***
**********************************************************************************************
---------------Original Message---------------
From: 'XXXX' < >
Subject: Authorization Request
XXXX XXXX XXXX XXXX
Evening
(XXXX) XXXX
Authorization Request
I hereby give permission to obtain any and all information necessary including payoff, for the property located at XXXX XXXX XXXX XXXX Ohio XXXX to my attorney XXXX XXXX XXXX. He is handling all business matters pertaining to the sale and closure.
If there are any questions, please contact me.
Thank you,
XXXX XXXX XXXX
During the process the attorney discovered that LoanCare had not forwarded or filed proper documentation(Loan transfer/Loan Assignment documents) with the court of record holding the deed in Ohio. The only thing showing in the court house is that there is in fact a lien on the property, however it still showing the original loan company "XXXX". The attorney asked that LoanCare please forward the appropriate documents to the court house so that we may proceed. He was then assigned a reference ticket number for his request:XXXX. He was told they would have this sent to the court in a matter of a few days as soon as they obtained what they needed from their documents department.
Long story short that did not happen. The attorney called several times a week requesting the proper documents so that we could all move forward.I have made several calls in the past month trying to resolve this also to no avail. Being told that it would be taken care of in 24 hours after one call, they were very sorry for the mix up. Fast forward...no results. I called again and was told that the problem was with the documents department and that they had not entered something in to the system properly, and that they would have the issue resolved in 24-48 hours. Needless to say no results.
I understand that of course that the longer they drag this out, the more money they"ll get. However this is holding up everyone's life here. I am needing to move to a larger XXXX XXXX place so that we can take care of my mother's needs. I've had to pass on 4 opportunities to move since XX/XX/XXXX.
After several attempts today (XX/XX/XXXX) after 3 dropped calls while on hold. I got someone to come through for me, or so I thought. They sent the wrong documents via email. They sent me exactly what is already on file with the court house showing that the lien holder is XXXX and not LoanCare. I don't know if this was an actual mistake or another one of their stall tactics.
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| 08/09/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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MY MOrtgage company ( XXXX XXXX ) transferred my mortage to a different lender ( LOANCARE ) XX/XX/2017 without notifying me. My last payment of XXXX was XX/XX/2017 to XXXX I WAS NEVER NOTIFIED THAT MY LOAN WAS TRANSFERRED TO A DIFFERENT LENDER Either thru email communication, phone call, Portal communication ( which i used to pay mortgage ) or mail ( i lived out of state at time ) I found out that it was transfered to a different lender when OLD servicer provider ( XXXX ) notifies me that it's no longer servicing my mortgage. ( Caller at time had no idea where i should send my payments to ) I had no idea where to send my payments OR what was going on with my mortgage. XXXX provided me with some phone numbers and address END of XX/XX/2017. They did not have access to my new Loan # # I called this new lender and was unable to get anyone to help me. I did not have a Loan # # to reference and they did not have my Social Security in their system either. The NEW LENDER reported me to the CREDIT BUREAU 60 DAYS BEHIND XX/XX/2017 FOR THE AMOUNT OF XXXX THIS IS HOW I RECEIVED THEIR CONTACT INFORMATION. I think XXXX XXXX did not provide me with a loan ownership transfer notice when mortgage was sold. The New Owner did not notify me within 30 days of the effective date of transfer I did not have the the new owner 's name, address and telephone number ( and if different, the person who can resolve issues concerning your loan payments or any right to rescind the loan ), the date of transfer, and whether the transfer of ownership is recorded in public records. The new Lender also was to blame because when i called i couldn't get personnel to assist me and provide me with my new loan info # I called new lender and they had no records of me or my loan # # to explain if everything stayed the same during transfer??! My Loan went into default with New Lender OLD Lender and New Lender could not help provide information in a timely manner. After 6months of going back and forth i got a lawyer since they reported me to creditors and i was getting credit collection calls. I was so frustrated by this miscommunication and lack of knowledge of what was going on with my file. Lawyer adviced Died in Lieu and Short Sale as best options to just get rid of property. I didn't want to deal with stress so i said lets give the bank the property back. New lender refused Died in Lieu/ Short Sale after multiple offers, hiring a realtor, photographer, and trying to sale house for them. I feel like I was Collateral Damage during their mortgage transfer process. If i had been notified of process my loan payments wouldn't have fallen behind creating this snow ball effect. A huge snow ball affect that affected me personally for the next 7 years. Now i have a FORECLOSURE ON my credit for 7 years. I can not remove this FORECLOSURE on my credit. I need it removed. How can bank not tell me it's selling my mortgage!!?? I don't care if Bank has their property. They took it and it's over. They can keep it.. but i shouldn't have to suffer for their negligence and poor communication efforts I HAVE TRIED EVERYTHING on my side even selling house myself. I have all lawyer info and communication trail with banks Please help me. I can't imagine going 7 years with this on my credit report. I understand the process of transferring servicing rights is challenging logistically ... it might involve moving thousands of loan documents .. i think this is what caused this lack of communication and transperancy but why iam I as the consumer the collateral damage? I think XXXX XXXX did not provide me with a loan ownership transfer notice when mortgage was sold. The New Owner did not notify me within 30 days of the effective date of transfer I did not have the the new owner 's name, address and telephone number ( and if different, the person who can resolve issues concerning your loan payments or any right to rescind the loan ), the date of transfer, and whether the transfer of ownership is recorded in public records. The new Lender also was to blame because when i called i couldn't get personnel to assist me and provide me with my new loan info #
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| 08/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My husband and I refinanced our home in XXXX with XXXX XXXX XXXXXXXX XXXX. The bank, falling under the XXXX umbrella, who obtain our refinanced loan, was XXXX. In the summer of XXXX, our loan was sold from XXXX Bank to Loancare, another bank falling under the XXXX umbrella. We received a notice on or about XX/XX/XXXX, stating we did not have homeowners insurance when we in fact had insurance with XXXX XXXX XXXX XXXX through XXXX XX/XX/XXXX. On or about XXXX XX/XX/XXXX we received another notice stating to disregard the previous notice as we had insurance. We did not hear anything from Loancare until XXXX of XXXX, nearly a year later, stating we do not have insurance and that we were erroneously being placed on forced protection from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX, even though we had a valid insurance policy with XXXX XXXX XXXX XXXX through XXXX XX/XX/XXXX. Within a week, we received two other notifications about being uninsured, and forced placed protection. At that time, we contacted the bank for clarification and contacted our previous homeowners insurance company ( XXXX XXXX XXXX XXXX ). We had homeowners insurance through XXXX XX/XX/XXXX at which time XXXX XXXX XXXX XXXX never received an insurance payment from Loancare. After 90 days, our policy was cancelled due to nonpayment. All the while, we had been paying our mortgage which included the escrow amount to cover our insurance, and never received any correspondence from the bank stating we were uninsured or that there was an issue with our current policy. We have contacted the company nearly 20 times within the past couple of weeks with no resolve. Each person we speak to asks to hear the story over and states someone will get back to us in 3-5 business days after they have time to review our account. We hear back in 3-5 days, but it hasn't been with resolve, rather, asking what our issue is AGAIN. In the meantime, we have had to find a new homeowners insurance company to cover our home. Due to the lack of coverage ( unbeknownst to us ), the only insurance we can obtain is state insurance through XXXX. We had to have a wind mitigation and 4-point inspection done costing {$300.00}. Something we would not have needed had there not been a lapse in coverage. We have never missed a mortgage payment, nor have we ever made a claim against our insurance. Additionally, our new insurance premium is approximately {$2500.00} more than our previous policy with XXXX XXXX XXXX XXXX which includes a {$850.00} surcharge for high risk due to lack of coverage. Also, due to the lack in coverage, the soonest our new policy could start is 30 days from the time of phone call, meaning our beautiful home, valued at over $ XXXX is unprotected during the peak hurricane season. There were a couple of representatives from Loancare who took the time to try to help figure out what happened. They read through all the notes and dates notifications were sent and what they were. Both realized our account was not handled properly but had no " power '' to really do anything to help. One did contact XXXX XXXX XXXX XXXX to attempt to reinstate our old policy, but too much time had lapsed on our old policy, and they no longer write new policies in the state of Florida. She also attempted to have any negative repercussions towards us removed with our new company ; however, she was not successful, and we were forced to wait the 30 days and pay the {$850.00} surcharge fee. Another representative opened an audit of our account, stating the audit team had 3-5 days to review the account and get back to us. This was at least two weeks ago, and we still have not heard what the audit team discovered, if an audit was even done. All the time spent on the phone, no coverage on our home, and extra expenses, all without resolve has resulted in lost hours at work, frustration, made to look like consumers who do not pay their bills, and severe XXXX for both my husband and me. Due to the seemingly gross mishandling of our account and the additional run around the past 3 weeks, we are highly disappointed with the company and request a prompt resolve to the issues at hand.
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| 08/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home loan was transferred from XXXX XXXX to LoanCare effective as of XX/XX/2019. I called LoanCare customer service on XX/XX/2019 and spent 3 hours trying to find solutions to various problems I had with my LoanCare account. It took 45 minutes on hold to speak with a customer service representative. I attempted to remedy my first problem at this point. I had created an online account on their website and after inputting my loan information I discovered that LoanCare incorrectly input my Wife 's middle initial from the loan documents that they received. I told the customer service representative this and they told me the loan documents must have her middle initial incorrectly listed. I assured them that this was not the case and asked them to check the loan documents they had on file and fix their error. They told me that they needed proof of identification to do this so we sent them a copy of my wife 's passport. Now 3 days later they have not fixed the problem yet.
I also needed to update my home insurance policy information, we combined our car insurance with our home insurance to lower our premium. I sent this information to Loancare but they had not updated our account with the reduced premium. I was transferred from customer service to the insurance department and waited on hold for another 30 minutes. They then updated the insurance information incorrectly by entering the effective start date of our insurance policy as the expiration date. This made it seem to them like our insurance policy had expired. I was transferred back to customer service and then transferred back to Insurance when I realized the error they had made. At this point neither customer service nor the insurance department was able to fix their incorrect data entry and I gave up as I had been on the phone for 3 hours and transferred so many times. While talking to customer service I also had to tried to get an answer to another issue, I had received a real estate tax bill from XXXX XXXX. I asked a LoanCare customer service representative about this tax bill and they informed me that LoanCare had paid the bill in XX/XX/XXXX. I would learn that this information was incorrect when I called XXXX XXXX 2 day later to confirm that the bill was paid.
On XX/XX/2019, I spent 2 more hours on the phone with LoanCare trying to fix the problems that they were not able to fix 2 days before. I was again shuffled around to different departments and did not receive satisfactory answers to any of my questions. A customer service representative put me on hold to verify if my tax bill had been paid and than transferred me to the insurance department for no reason without answering my question. The Insurance department said they could not answer my question and transferred me back to a different customer service rep with long waits on hold between each transfer. I was than told that they could not find the email with the real estate tax bill I sent them but miraculously when I asked to speak to a manager they found the email immediately. They then told me that the real estate tax bill was a supplemental bill and I should pay it out of my own pocket.
At this point I hung up and called my insurance representative from XXXX XXXX XXXX who promptly called Loancare and fixed the incorrect insurance information they had on file. I than called my loan processor from XXXX XXXX and they fixed the Real Estate Tax bill problem which by discovering that the title company had sent a check to XXXX XXXX that had not been cashed.
LoanCare has intentionally horrible customer service and does not make a good faith attempt to address the issues that customers are having with their accounts. They also have extremely long waits to talk to a person and they transfer you to different departments with no warning. This system seems to be designed to make customers so frustrated they will give up and stop calling.
If I had listneded to the incorrect information I as given by 2 different LoanCare LLC representatives than I would have been charged late fees on my real estate tax bill or paid a {$3000.00} bill that I did not need to pay.
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| 05/07/2023 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Loancare has failed to investigate my account properly and have continued to provide me with different answers as to why my account reflects delinquent and now will not accept anypayment from me. I was informed on XX/XX/2022 my new due date from exiting Forbearance was XX/XX/2022. I was originally set to exit my Forbearance XX/XX/2022 and made my payment on XX/XX/2022. Recently i discovered none of my payment was applied to my mortgage not even the additional money i paid to go to my principal. I was informed by one rep that HUD actually underpaid that was what caused my account to reflect delinquent. Loancare repeatedly told me they were sorting the issues out my account and out of the blue in XX/XX/2022 began reporting the false delinquency to my credit, They did not provide me with a chance to prevent the reporting and could never tell me exactly what months started the delinquency. I was told on my last complaint that the Due date was XX/XX/2022 and if that is the case why was none of my payment in that month applied to the mortgage. Furthermore No representative ever informed me that XX/XX/2022 was a month i had to pay they ONLY told me that i was to begin paying XX/XX/2022 and in XXXX one of their Reps told me that XXXX was covered and i did not have to pay this call was between XX/XX/2022 and XX/XX/2022. If my account is Truly delinquent it is because i listened to the Reps at Loancare. These calls should be pulled and reviewed, unless they were purposely telling me this false information and failed to put the Correct date on the Documents i had to have notarized in XX/XX/2022. In addition to that if XX/XX/XXXX was truly my forbearance exit date Why would i still be Notarizing Documents in XXXX and there is proof that i had the second set of documents Notarized XX/XX/XXXX at XXXX. Despite speaking with escalations repeatedly and being provided different answers every time i have not received any help from Loancare and not one person at thay company has taken the time to investigate the issues i have brought forth. Another thing if XXXX was truly a month that i should have paid why was it not reported delinquent until XX/XX/2022. This should raise flags. I was NEVER informed that i owed for that month i was also NEVER informed that i owed for XX/XX/2022. They never gave me a chance they just told me lies saying that my Due date was XX/XX/XXXX and the second lie was that XXXX was covered. THE only reason my account reflects Delinquent is because i listened to the Information i was given by their Representatives. This is completely unfair and the only person paying the price is me at the end of the day. I am requesting all Phone calls be pulled and reviewed from XX/XX/2022 to XX/XX/2022. These calls will demonstrate not only the false information i was told that caused my account to fall behind but it will aslo show the Concerns i had during this ordeal and that i was told countless times everything would be ok and that i was not actually delinquent. It is not until Recently the Reps began to tell me they were going by the Dates on the " Documents '' i had notarized in XX/XX/2022 that reflected a XX/XX/2022 start date instead of the Actual Start date of XX/XX/2022 even though these same documents i was told had issues during the underwriting process. Loancare is destroying my credit and NEVER gave me the opportunity to prevent this. And my biggest concern is if XX/XX/2022 was my actual Forbearance exit date Why was NONE of my payment applied to my Mortgage that month and the Payment was placed in " SUSPENSE ''. This Company is unfair and LAZY if they dig deep into this issue they will see i am not wrong, Unless i am wrong for listening to them and following the directions they gave me when it came to exiting the forbearance. And why would the Rep from XX/XX/2022 LIE to me and say XXXX was covered. This LIE has ultimately cost me my sanity and Credit score which i worked hard all my life to maintain. Please Investigate this issue and look past the Technicalities of the Documents and look at the details and listen to the phone calls that took place during this time.
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| 05/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX/LoanCare 's statement dated XX/XX/XXXX showed that we owed a payment of {$3300.00}, due XX/XX/XXXX. The Explanation of Amount Due showed principal in the amount of {$660.00}, interest in the amount of {$1900.00}, escrow in the amount of {$790.00} for a total Regular Monthly Payment of {$3300.00}. There was also an additional {$20.00} fee on the Total Fees and Charges line. This comes to a total of {$3300.00}. I sent a payment ( my check number XXXX ) in the amount of {$16000.00} on XX/XX/XXXX. In addition to the {$3300.00} detailed above, I included an additional principal payment of {$13000.00}. This additional principal payment was noted on the payment coupon. According to LoanCare 's online record, this check was received XX/XX/XXXX. Instead of correctly crediting the loan in the amounts shown above, on XX/XX/XXXX the online record shows LoanCare applied the payment as follows : - For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. LoanCare erroneously did not apply {$20.00} for the fee on the statement dated XX/XX/XXXX and due XX/XX/XXXX.
- For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. This was an error made by LoanCare. LoanCare had not sent a statement for the payment due XX/XX/XXXX. {$20.00} of this should have been applied to the fee assessed by LoanCare on the XX/XX/XXXX statement and the rest applied as an additional principal payment.
- A principal curtailment of {$10000.00} was applied to the account. As noted on the payment coupon that was included in with the payment I sent XXXX XXXX XXXX/LoanCare, the additional principal that should have been applied was {$13000.00} Upon receiving a statement from LoanCare dated XX/XX/XXXX, due XX/XX/XXXX, I discovered LoanCare 's misapplication of my payment. I called LoanCare customer service on XX/XX/XXXX. I spoke with XXXX, LoanCare customer service representative number XXXX. We reviewed the errors made by LoanCare outlined above. She agreed that the amount credited for the payment due XX/XX/XXXX should be reversed and credited as an additional principal payment as had been indicated on the payment coupon, and that the {$20.00} fee would be correctly credited. Any stated that this would be done within 5 business days ( XX/XX/XXXX ).
I further explained that since there would now be a payment due XX/XX/XXXX I would mail that regular payment of {$3300.00} using the payment coupon included with their most recent statement. I made that payment by my check number XXXX on XX/XX/XXXX. XXXX stated that this was fine and that the payment would be processed correctly as the payment due on XX/XX/XXXX.
LoanCare, as usual, did not process the corrections they commited to complete. As shown on LoanCare 's statement dated XX/XX/XXXX, due XX/XX/XXXX, shows LoanCare further complicated problems by taking the payment that I sent on XX/XX/XXXX and applying it incorrectly. Instead of treating it as a regular payment, they took the {$20.00} fee from that payment and applied the remaining {$3300.00} an additional principal payment.
In summary, LoanCare needs to correctly apply the payments I have made since XX/XX/XXXX.
-My check # XXXX dated XX/XX/XXXX in the amount of {$16000.00} should have been applied as shown on XXXX XXXX XXXX 's statement dated XX/XX/XXXX and due XX/XX/XXXX : - principal {$660.00} - interest {$1900.00} - escrow {$790.00} - fee {$20.00} - additional principal payment {$13000.00} -My check # XXXX for a regular payment in the amount of {$3300.00}. The correct breakdown of principal, interest, and escrow allocation for this payment is dependent on the correct application of the payment above.
-LoanCare needs to send me a statement showing the correct application of these payments, as well as a correct statement for my next payment due on XX/XX/XXXX.
Since LoanCare took over servicing our loan in XX/XX/XXXX, LoanCare has processed only one of our payments correctly the first time. They are exhausting to work with.
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| 04/28/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Since XX/XX/2019, there has been a billing error associated with account no. XXXX with financial institution LOANCARE/ XXXX XXXX XXXX XXXX XXXX XXXX The billing error has occurred since the inception of the account defined in 12 CFR 1002.2, where I extended my credit. Pursuant to 15 U.S.C. 1666 ( b ), a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. It can not be considered late because I am the one who extended the credit to LOANCAREXXXX XXXX XXXX XXXX XXXX XXXX through the credit application from my credit card defined in 15 U.S.C. 1602 ( m ). The application served as an asset, which satisfied the monthly obligation pursuant to 12 CFR 360.6 ( 2 ) as well as self-liquidating paper pursuant to 17 CFR 260.11b-6. To which LOANCARE / XXXX XXXX XXXX XXXX XXXX has chosen to not apply the credit to the open end account. This is considered an unauthorized use since I have received NO BENEFIT and SECURITY FRAUD BY ILLEGAL ELECTRONIC FUNDS TRANSFER.
Following this notice if said financial assets are not either returned to the referenced creditor/bailor/beneficiary via mail within Three ( 3 ) business days or accepted for its intended purpose within Three ( 3 ) business days of the receipt of this notice, an SEC complaint will be filed pursuant to 17 CFR 240.15c1-2 and 17 CFR 240.10b-5. As well as an IRS complaint for abusive tax schemes involving the SEC filed trust arrangement.
In addition, I have noticed that LOANCARE/ XXXX XXXX XXXX XXXX XXXX have been redeeming the remittance coupons/ instrument as a non-cash item ( 12 CFR 210.2 ( k ) / ( 12 CFR 229.2 ( u ) ( 4 ). By Overall enforcement authority of Federal Trade Commission 15 U.S.C. 1691 ( c ), the creditors assume a criminal and civil liability pursuant to 15 U.S.C. 1693 ( m ) & ( n ). LOANCARE/ XXXX XXXX XXXX XXXX XXXX has violated my secured federally protected consumer and constitutional rights.
I demand all credits be returned on all remittances/coupons at the inception of the accounts. Furthermore, the open-end consumer credit card ( 15 U.S.C. 1602 ( m ) ) that is on file with account no # XXXX and security instrument by the applicable law ( 15 U.S.C. 1602 ( j ) ) while choosing to make unauthorized electronic fund transfers ( 15 U.S.C. 1693f ( 1 ) ). Balance will be zeroed on a monthly basis via special deposit of the interest-bearing coupons associated on the itemization statement.
This BILLING ERROR dispute is for past, current, and future certificates of indebtedness under this contract. They are to apply to my extension of credit as long as there is a contract that is in place. This is being brought about due to security fraud. The creditor has been given an asset and has chosen not to provide me with the benefit of it. We have a contract and there is no statue of limitation on security fraud. The Purchase money loan, which is a cash advance, was never given to me in return for a Finance Charge pursuant to 16 CFR 433.1.
The creditor has furnished deceptive forms. Performed foreclosure proceedings without consent of the beneficiary. Attached to this complaint is a copy of the registered mail, RF 112 176 342 US, sent to XXXX XXXX Chief Financial Officer of Loancare. Sent to the following address : XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX. Through telephone conversation on XXXX, at XXXX XXXX, the calls are recorded, that is the address I was told to send billing error disputes. XXXX XXXX Chief Financial Officer is to be on the lookout for this correspondence.
Also, I have performed a UCC 11 search with the Secretary of State Office in South Carolina and there is no lien filed with that office against XXXX XXXX XXXX XXXX by either creditor or foreclosing attorney. Yet, LOANCAREXXXX XXXX XXXX XXXX XXXX XXXX has put a lien in XXXX XXXX XXXX Deeds office which is fraudulent. That will also be removed by bringing the account to a zero balance. As it should have been from the inception. Again, this is your notice to cure and default before action is taken against all associated with security fraud against me, the debtor.
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| 05/09/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am certain that I am the victim of wrongful foreclosure. I began to fall behind on my mortgage in XXXX, XXXX due to job loss and identity theft, which I reported. Upon being notified of the debt validation notice, I immediately submitted for loss mitigation with my lender, LoanCare , LLC. The delinquent amounts didn't seem to make sense, nor did the reinstatement amounts provided to me. Further, I was referred to the " foreclosing attorney '' who provided me with what seemed to be unofficial foreclosure documentation and reinstatement paperwork on inauthentic letterhead, incorrect principal balances, and what appeared to be incorrect fees to reinstate my mortgage. Loancare also refused to provide me with loss mitigation approval for a forbearance, despite the fact that I provided all documentation. My homeowners insurance company sent me a notification that the mortgage lender called them to cancel my HOI policy 4 months in advance of expiration, citing foreclosure, which is a contradiction of their servicing responsibilities, and something my servicing company claims the HOI company initiated, which regardless, caused forced placed insurance at a higher rate, which shouldn't have occurred due to the fact that my policy that had already been paid in full the preceding XXXX had not at all expired. My home was valued at $ XXXX in a community where the homes were going under contract within 10 days of being listed. I paid $ XXXX for the home just 3 years priod and my mortgage balance of $ XXXX. Why would the servicer not mitigate any losses, but instead arbitrarily " sell '' the home to a private investment company at auction on the date of Trustee Sale for only {$200000.00}, leaving a deficient balance of $ XXXX, when it was an exemplary home with a fair market value that far exceeded the principal balance. That same private real estate investment company then sold my home 90 days later ( per XXXX 's flipping rule ) for $ XXXX more after putting in nowhere near that much for improvements. Again, the same home that I notified LoanCare , LLC I had placed on the market with my realtor, is the same home they still sold at scheduled Trustee Sale. I was then forcefully removed from my home by the XXXX County Constables office on XX/XX/XXXX, and advised that I could obtain my personal belongings within 10 days, provided I contacted the partner of the Investment Company, XXXX XXXX of XXXX XXXX, XXXX, which I did. He then lied by telling me my items had been sold and he only had papers containing personal docs of mine, which wasn't true. He still had my $ XXXX bed, my $ XXXX sectional and my entire walk-in closet full of several thousand $ $ of clothing, some of which were designer apparel. He offered to sell me some my personal belongings back for " between $ XXXX- {$4000.00}, but understood I didn't have the money to buy them and since most of the items had already been sold or in storage '' meanwhile marketing my home a month later with the same furniture I left behind included in the marketing photos. I was left homeless and living on the streets as a result of this mortgage fraud. Surely the CFPB would require my servicer to maintain servicing responsibilities of waiting until I were to actually default on my HOI before autonomously cancelling it in advance. Surely the CFPB would also enforce any mortgage lender to mitigate any potential to themselves by trying to ensure they could at minimum recoup the loan balance at Trustee Sale as my home would have at least warranted that, I'm certain. Lastly, wouldn't HUD require that a servicer exercise due diligence before arbitrarily releasing a home for less than the amount owed so HUD wouldn't be left to issue funds for a deficient mortgage amount if they didn't have to? In XXXX of this year, my credit report reflected that I had a mortgage foreclosure that had now been redeemed with the lender, when I no longer live in AZ. Can you please look into this and help me? XXXX XXXX XXXX loan # XXXX that originated with XXXX XXXX XXXX XXXX in XX/XX/XXXX. XXXX 's loan number was XXXX and their number is XXXX
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| 07/05/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX {$1300.00} - {$1900.00} While with Loancare, I have nothing but bad experiences to report. First and foremost, paying them is a complete pain in the rear-end. The only payment method that is accepted is ACH, which is a complete inconvenience. Because of the ACH being attempted multiple times by them in one-day results in NSF fees. I only authorized for 1 payment to come out each month to cover the complete charges of my mortgage, and when I questioned why were they attempting to withdraw multiple payments, I was not given a valid response, and they would try to blame me for the bad transactions, so needless to say, I have numerous unnecessary NSF fees as a result of their actions. The problem first started on XX/XX/XXXX. I checked my account that morning, there was a payment returned from them, which I've submitted payment on XX/XX/XXXX in the amount of {$1300.00}. I called on XX/XX/XXXX and asked why was the payment returned, the representative couldn't explain what happened and didn't resolve the issue. Ever since that initial transaction, I've been considered " behind '', and the effects have since snowballed. Ever since then, I've been receiving bad check reversals on my payment history portal through them - which I've also attached, but my bank statements say otherwise - which I've also attached. As a result of all of the so-called bad check reversals, NSF Fees, and late fees, I was informed by Loancare that I was behind 2 months on my mortgage, and if I didn't set up a payment plan agreement, Loancare would proceed with foreclosure proceedings. On XX/XX/XXXX I've agreed to make payments in the amount of {$1800.00} for 5 months, with the payment due on the XXXX of each following month. I was 2 days late on my XX/XX/XXXX payment because I didn't receive my VA XXXX Payment until XX/XX/XXXX, and I immediately called and spoke with a customer service representative about paying for that current month, and I was told at that point that since I missed the payment date of the XXXX, I broke the payment plan arrangement, ( which I wasn't aware that the payment plan would be considered broken if not paid exactly on the XXXX ) and he told me that I only had to pay {$520.00} to become current, so before I made the payment, I specifically asked him twice if that payment would make me current, and his answer was yes. On XX/XX/XXXX, I noticed that I once again had late charges, I called again, spoke to a different representative, and she informed me that I was behind once again. When I asked her why she told me that the payment of {$520.00} was only a partial payment, I told her that I asked the other representative twice for the amount that was needed to become fully current and he stated that it was {$520.00}. She replied, " He should've told you to make your original payment, not that one, so he told you bad information ''. She told me that I was once again " behind '' and needed to set up another payment plan, so on XX/XX/XXXX, I made a payment of {$1800.00}, and the payments were set up to be {$1900.00}. On XX/XX/XXXX I called into Loancare, talked to a representative to inquire about the amount needed to be completely taken off of the payment plan, and she said the amount to be completely caught up was over {$4000.00}, I stopped her and said, that's not the amount that I'm seeing in my online portal, and she asked what I saw on my payment portal, and I told her {$2400.00}, and she replied : " Yeah, that's correct ''. Before I paid that amount, I asked again if this payment would make me current and take me off of the payment plan, she said yes. I made the payment on XX/XX/XXXX. My next payment wasn't supposed to be until XX/XX/XXXX for my regular payment, but when I proceeded to make the payment, I noticed that I was only able to make a payment plan payment, not my regular payment. This whole situation has been very stressful for my spouse and me, and as a Veteran who suffers from XXXX, this makes things extremely difficult to deal with. It's not fair to feel like I'm the only one working to get back into good graces with Loancare.
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| 12/29/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX, XXXX, and myself has sent over all documents they have requested. They refuse to review them. Our mortgage was sold almost 2 years ago to LoanCare , LLC. We have never missed a payment and when we bought our house we did so wisely keeping to a low payment, low interest, and low costs. It is a VA loan too. We did not go to the high end of what we qualified for. LoanCare , LLC has wanted us to refinance ever since they took over. We have refused. They have called us muliple times saying we could skip payments, refinace with up to {$30000.00} in hand, and several other offers. We have always said no. They have wanted to " pad a new loan '' and we said no. Now they have created a problem and are trying to get us to refinance or they will forclose on our loan. We have always had insurance on the house ( home, flood, and wind ) all through XXXX. There has never been any gaps in coverage. The company that XXXX had our wind insurance through filed for bankruptcy in XXXX. So they changed us over to XXXX. The mortgage company has had copies of all the documents but they refuse to accept or process them. They had the original wind insurance documents from XXXX and now can not find them. We have sent them 6 times, XXXX has sent them 5 times, and our mortgage company has confirmed that there has never been a cancelation letter by any company, but they depleted our escrow account to pay for their private wind insurance, and since they depleted it, now they want {$10000.00} put back in it by XX/XX/XXXX XXXX they want to raise our monthly payment by an additional {$1300.00} to over {$2900.00}. Copies of all documents have been on file plus, when we transitioned over to XXXX, the paperwork showing no gaps in coverage from XXXX to XXXX was effective. The lady at the mortgage company said that the places ( Email, account links, etc ) where we sent the documents can't be retrieved because they are having known problems with their links and they are known problems to the company. She also said that they were not interested in resloving this or providing customer service, they are simply there to collect money and make the company money. We paid for our wind insurance directly and now they want to pay for it and charge us 3 times as much. We want to pay for it own our own just as we had before. I have spent hours upon hours on the phone and no progress made. I have all of the documents, documents showing our payments, our policies, both old and new, and I am tired and do not know what else to do. I do not understand if we, along with XXXX, XXXX, XXXX XXXX, have submitted all the documents, copies of payments, and never been late, how this could happen and why they would just delete the policies and say they don't have any proof of them which can put us in default on our loan. She said if we don't put {$10000.00} in escrow by XXXX XXXX XXXX make the new payment XXXX XXXX, they will default on the loan and foreclose on our house. We have not changed anything except the wind insurance changed companies. No gap occurred and all policies were provided. They are putting our new payment from {$1600.00} up to over {$2900.00} beginning XXXX XXXX. Documents showing the change from XXXX to XXXX were sent immediately by XXXX and XXXX. In XXXX, the mortgage company confirmed they received the documentation. I told them we would be paying for the coverage directly but they pulled it from escrow without our permission. They then said we didn't have coverage and pulled additional amounts and depleted our escrow. We sent over documentation immediately beginning in XXXX and again in XXXX and multiple times in XXXX of this year with no resolve. They told us we could not refinance our home loan with anyone else because they would put a hold on the loan. They also said they would foreclosure and the VA would have to pay them the loan and then they could resale the house making twice the money. We are first-time homebuyers. This is not how we expected this to be. We have decent credit and have never been late or had any other issues.
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| 07/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was unable to make my mortgage payment for several months due to Covid 19 and loss of income. When I resumed making the payments, I starting making biweekly payments. The payments were not being applied. I make several payments before I realized that the payments were being sent back to me and/or redeposited in my bank account. I called LoanCare to inquire as to why you would refuse my payments and was advised that because I was late, no further payments could be applied to my loan unless I paid the delinquent balance in full. This I do not understand. Your refusing to allow me to make payments forces me to be further behind and possibly sending me into foreclosure. At that point I had no choice but to begin a modification.
This process took over a year to complete. I had to start the process over again once because you needed paperwork from me but never bother to tell me or request the documents from me. So you closed my application and I had to start all over again. I called and called and called during this time to make sure I was doing what I needed to do, since I had already experienced shady business practices. This process still took over a year to complete after I sent document after document to get this done.
I finally get this done and get my paperwork to sign for the modification and it contains my ex-husbands name. I asked twice for this to be corrected and I received the incorrect documents yet again. My ex-husband was never added to the deed of my home. I had to prove that myself by providing you with a copy of the recorded deed. Then and only then did you finally send me corrected documents to be executed.
Come XX/XX/2022, I called in to set up an ACH withdraw for my mortgage payment. Again, I wanted to make bi-weekly payments and I wanted to have it come out directly. At the time I was told I would need to make the first payment in full then I can set up my ACH for bi-weekly payments thereafter. I said OK I will wait until XX/XX/2022 to call back and make payment. I asked how much my payment would be just to make sure. I was advised {$770.00}. Of course I questioned that and advised my paperwork says {$1500.00} something I dont remember the exact amount. I was told repeatedly that my payment was only {$770.00} for three months for a trial basis. So I called back in on XX/XX/2022 to make my payment. The person on the phone took my payment and told me yet again my payment was only {$740.00} for XXXX, XXXX and XXXX.
I received a call from you shortly thereafter from a collector, telling me that my payment was late. I advised what I was told and he said, yes, I see that and we got off the phone.
I went online for my XX/XX/2022 payment. Went to the payment tab and sure enough it stated the amount due was {$740.00}. I made my payment accordingly.
I again received a call from your office again shortly after the XXXX payment was made. This gentle was extremely rude. While I was on the phone with him I logged into my online account. I could see that my payment had be made and that I was due for XX/XX/2022. While I was on the account the very rude man changed it. My account flipped from being current to it being late. My account was clearly set up for a test payment plan for {$770.00} for three months and changed at that very moment.
Now my funds are being held and have not been applied to my account and my account is two months past due already and I am being asked to come up with {$1800.00} a week away from my next mortgage payment being due, which should have been only {$770.00} as I had been told on several occasions.
I understand what my paperwork says, but I always understand what I have been told by your company on several occasions and I expect that to be honor as good business practice. You have record of these conversations and I have received confirmation of that from your employees that there are records of these conversations. In note and recordings. I can see being told one and claim that as an error but I was told in three different conversations of these as fact.
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| 06/23/2017 |
Yes |
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- Trouble during payment process
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Web |
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I received a supplemental tax bill for my residence which was sent to My Loan Care in XX/XX/XXXX. I followed up with My Loan Care via telephone who indicated that they will pay for the tax bill as long as we have enough money in the escrow account. I also received a confirmation email from My Loan Care on XX/XX/XXXX confirming the initial tax disbursement was made. My Loan Care failed to inform me that they would not provide payment for the second tax disbursement of {$1300.00} due in XX/XX/XXXX. I was under the impression that all tax bills were paid, as we have an abundance of funds in my escrow account. My concerns are as follows : 1. My Loan Care failed to inform me that they would not provide payment for the second disbursement. When I initially discussed the supplemental bill with My Loan Care, they confirmed it would be paid if the funds were in my escrow account and they failed to do so. 2. I received a Notice of Delinquency from the XXXX XXXX County tax department. I immediately contacted My Loan Care via telephone to discuss the payment. The My Loan Care representative advised that the payment was issued on XX/XX/XXXX through Check Number XXXX and I should contact the tax department and email My Loan Care the Notice of Delinquency to make all efforts to confirm that the bill was paid. After the telephone call, I sent an email to My Loan Care through their website and an email to XXXX County tax department on XX/XX/XXXX. I also sent an email to My Loan Care on XX/XX/XXXXstating the same. My Loan Care did not at any time return my email or call me back regarding this matter or inform me that the tax bill was apparently not paid. I did not receive any response to the two emails I submitted on their website. To the best of my knowledge, the bill was paid, as the representative at My Loan Care confirmed it was paid and provided the check number from which it was paid for me to forward to the XXXX County tax department. 3. I received a telephone call from the XXXX County tax department on XX/XX/XXXXadvising that they review my records and confirmed that the second installment was never paid by My Loan Care. When I contacted My Loan Care I was then informed that they do not need to make the payment and it was my responsibility ; however, they had previously confirmed that it was paid in XX/XX/XXXX. My Loan Care has alleged that they issued me a " letter '' advising that they would not pay the second disbursement ; however, when I requested a copy, they advised that they can not send the letter to me while on the telephone or via email. I believe My Loan Care is attempting to back date a letter that was not issued, as we did not receive anything from My Loan Care stating the payment would not be made. All other letters I receive from their company are issued via email with regard to tax payments and I did not receive any emails other than the XX/XX/XXXX email stating the initial {$1300.00} was paid. 4. I am now being charged {$140.00} for the late payment for my tax bill due to My Loan Care 's misinformation and failure to provide the accurate. Should the payment not be received by the XXXX County tax board by Friday, XX/XX/XXXX there will be an additional late fee and a lien placed on our residence. 5. My Loan Care advised that they will talk to their tax department and inform me by Friday, XX/XX/XXXX whether the amount would be paid. When I followed up via telephone, My Loan Care indicated that they will only follow up in 72 business hours which is not until Monday, XX/XX/XXXX I am not able to discuss with the tax department and no supervisors working on the matter would return my telephone call to provide a solution. I have never paid a single bill late in my life and all of this was avoidable. My Loan Care 's lack of communication and incorrect information relayed to me has caused significant unwarranted stress. I am now XXXX XXXX XXXX and this entire circumstance has gotten out of hand due to their failure to communicate.
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| 02/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I originally had my loan through Loancare with XXXX XXXX. In late XX/XX/XXXX my loan was transferred over to XXXX XXXX. I wasn't aware of the transfer so I made my payments as usual to Loan Care /XXXX XXXX . I always make my payments in two amounts. One payment for {$500.00} and another for {$900.00}. In XX/XX/XXXX I made my first payment to LoanCare XXXX XXXX on XX/XX/XXXX For {$500.00} I then made my 2nd payment on XX/XX/XXXX for {$900.00}.
On XX/XX/XXXX when I noticed that my payments were not being posted on my account as they should I called Loancare and they told me that my account had been transferred over to XXXX XXXX and that all my payments were being sent over to XXXX. That XXXX XXXX should have everything within a week. I set up my account with XXXX and called them up. I let them know what had happened and they took it down.
On XX/XX/XXXX or so I noticed that XXXX XXXX had received the {$900.00} payment I made on XX/XX/XXXX but they hadn't received the {$500.00} payment fromXX/XX/XXXX. I called Loancare and they said that XXXX had my money and that I just need to wait a week or so before I can see it posted. I called XXXX XXXX and they said they have not received the payment. I waited another week and still nothing. I this point I told LoanCare that they need to research that payment for {$500.00} and let me know when it was sent over. Loan Care said they were unable to locate the payment and that it was never received. I then sent them proof from my XXXX XXXX account stating that XXXX forwarded over my electronic payment to them on XX/XX/XXXX and they accepted the payment. After several phone calls, they claim that had found the payment and that it was forwarded over to my new servicer on the XX/XX/XXXX. By this time it is now early XX/XX/XXXX. I let them know that I need proof of the payment that was forwarded over.
They told me that would contact the cache department and see about getting proof. It would take 72 hours. I waited the 72 hours and no response so I called back and this time I spoke with a supervisor named XXXX. She said she apologized but the request was never entered. That she would be entering the request. This was around XX/XX/XXXX or XX/XX/XXXX. She told me the same story that it would take 72 hours to receive a response from the cache department. I called her 72 hours later and now XXXX is not available. So I called again the next day and again she is not available. So then my husband calls and they tell him something about a payment reversal on our account and that XXXX was not available but she would call us back. Not once did I receive a call back from XXXX. ON XX/XX/XXXX I contacted the customer advocate email they have available and all I received was an email saying that yes they found my payments and they forwarded.
I KNOW THAT!!!! I need PROOF because XXXX XXXX is saying they don't have the money. They never sent it over to XXXX XXXX. It is now XX/XX/XXXX and still not proof has been provided. XXXX XXXX does not have my {$500.00} I do not have a transaction number or check number from LoanCare to take to XXXX XXXX and unless I pay XXXX an additional {$500.00} this will hit my credit report in two weeks and I will have to pay a hefty fee for late payments.
I am so frustrated with Loancare that I am crying right now. I have tried to contact a lawyer but the amount is too small so they will not take my case. How many times are they going to take small amounts from hardworking people and get away with it. Yes {$500.00} is not much to banks but to the average working family that is one month of groceries and gas to go back and forth to work. This has been the most horrible experience I have ever had with a bank and I want to make it known.
I need help and I want something done. Loan Care has STOLEN money from me. They are THIEVES and I want something done. When is enough ; enough! I have attached copies of both my payments made to them as proof that I MADE MY PAYMENTS. WHERE IS MY MONEY LOAN CARE /XXXX XXXX?!!!
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| 09/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Misapplied funds for escrow and as an extra payment. Charged late fee because my payment afterward was considered a shortage and that they will not remove. Continue to hold up my PMI being dropped after reaching 76 % of LTV ratio, because of the misapplied funds and late fee. Always say they will put in a request to resolve it, and turns out even more screwed up. I am never able to speak to someone that knows what they are doing. They received my account in XXXX and still have not been able to get it right. I had 7 Misapplication Reversals and Reapplied payments in XXXX. This caused XXXX to be considered late because they put these funds in a holding account. XXXX just got reported as being late on my credit reports, because they never removed the funds from the HOLD account to apply as my mortgage payment. And I called them 3 times within this time frame to make sure they would remove the late fee and apply XXXX. I submitted a complaint to the XXXX. After reporting to the XXXX I still received a stock response : Please accept this as written confirmation that LoanCare , LLC received the complaint on behalf of the consumer. Please be assured that we take such matters very seriously and LoanCare 's Office of the Customer is investigating the claims made. We will provide a written response to the consumer upon completion of our research.
I never received that written response and again received a standard reply to my complaint. I rejected the response from the XXXX. I had to write again because the issue still isn't resolved. with this request, they asked me to send them copies of my bank statements to show them I made the payments on time and that the payments weren't returned. This was very insulting as I'm grateful I can pay my bills each month. However, I sent them my bank statements to see if we could finally get this issue resolved. I am requesting the removal of PMI from my mortgage due to reaching 75.6 % LTV.
I need to have " payment has been paid past your grace period one time in the last 12 months '' removed so it doesn't trigger another denial of PMI removal. I made payments on time. I paid my Escrow payment on XX/XX/2019 for the full amount of {$650.00}, which was applied to the principal balance. I paid XXXX on XX/XX/2019 in the amount of {$1800.00}, which was the amount stated after escrow payment was applied. However, since escrow was not used, this payment was considered a short payment and put into a holding fund. I never received any notice that this occurred. I paid XXXX payment on XX/XX/2019 in the amount of {$1800.00} because I assumed my payments would return to the amount before escrow was readjusted. Again this payment was considered short and move to a HOLD account. I called on XX/XX/2019 to inform of the error, and the representative told me I had to pay {$32.00} to resolve the short, which was before the end of the 15 day grace period. I was charged a late fee because the Short payment of {$1800.00} was never removed from the HOLD status and added to the {$32.00} I paid. I called again around the end of XXXX to have this late fee removed, and the representative said she would resolve. The late charge was fixed ; however, I received another one in XXXX ; because again they failed to remove {$1800.00} from hold status. It was not until I called on XX/XX/2019 that a rep noticed that there was {$1800.00} on-hold status and finally resolved the XXXX payment. We also got the late fees removed.
However, the late payment passed 30 days was reported to the credit unions. I need to have those resolved ; because every payment has been made on time. Also, under my PMI information statement, it is reporting that I made one payment past the grace period ; which again needs to be removed. I should currently have no missed payments and be eligible to have PMI dropped after reaching 75.6 % of my LTV. I would like to have a refund for the amount that I've paid past the 80 % LTV required to remove PMI, and my monthly payment should be adjusted.
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| 12/08/2020 |
Yes |
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- Trouble during payment process
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Web |
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I think this is 2 issues, concerning 2 different departments for Loancare : A XX/XX/XXXX, formerly known as Loancare LLC. The lack of customer service is the same. I moved into my home in XX/XX/XXXX. I had XX/XX/XXXX XX/XX/XXXX for condo insurance. In XX/XX/XXXX, I dropped XXXX because I acquired new insurance, since my daughter was turning XXXX, I purchased her a car, and found a cheaper rate through a broker. I acquired the new insurance, which bundled with condo insurance, was cheaper. Since I was paying monthly out of pocket, and not out of escrow, I received a letter stating to let them know about my condo insurance. I went through the website to upload the documents but was still getting the message that I did not have insurance. I tried called, going through the prompts and kept being sent to automated services when I really needed to talk to someone. I received a letter stating that if I had not acquired new insurance, then insurance would be purchased on my behalf. But again, I had insurance already and had been trying to call to submit the papers ( I have the insurance papers ). In XXXX, I had to drop the new insurance and went back to XXXX and they submitted payment to my escrow and was paid roughly {$530.00}. By the time I acquired the new insurance, insurance was purchased on my behalf by the company using my escrow funds of about {$530.00}. Again, I tried uploading my new policy but when i log on, its still showing that I don't have any insurance. Even when I call in, the message tells me that I do not have insurance. At this point, I have 2 insurance policies, but the site and the phone message is telling me that I do not. I reached out through the website inquiring about submitting the insurance papers and being refunded for the insurance acquired on my behalf, using funds from my escrow account. I then received a letter stating that i was assessed a {$120.00} fee for lapsing in insurance coverage. But i have never lapsed in insurance company, I have always had insurance but there is no way to talk to anyone. I received an automated email message stating someone would be back to me through the appropriate department. 3 days later, I responded to that message that no one had contacted me and was told to give it more time. After day 7, still no response and I reached back out saying so, and no response. I received another letter stating that my escrow account had a deficit and to either pay roughly {$800.00} or my mortgage would increase to XXXX. I was paying {$630.00} so my mortgage went up to {$670.00}. Which is fine. I paid the {$800.00} escrow deficit to avoid the mortgage increase I paid through the website. I turned around and paid my XXXX mortgage immediately after via check and that check was cashed on XX/XX/XXXX ( I have proof ) On XX/XX/XXXX, I received a letter from Loancare LLC dated XX/XX/XXXX, stating that I did not pay my XXXX mortgage and that I owed {$750.00} ( XXXX mortgage and XXXX late fee ). Mind you, I paid {$800.00} in XXXX to avoid a mortgage increase. In the meantime, a check was already en route for {$670.00} because I paid the {$800.00} to avoid the increase. I have been calling, I have submitted emails via the website, to no avail. Since XXXX I have been calling and each time I am forwarded to automated systems. No one reaches back out through emails or anything. I mailed a formal letter on Friday to the mortgage error department listed on their website, but because of all the inadequacies I have experienced already, I am not confident that anyone will get back to me timely. I do not want to lose my home. I work VERY hard to pay my bills and on time and this company 's lack of communication and lack of availability is gambling with my livelihood. I have all proofs of payments and insurances to show the company. My complaint is their lack of human interaction and availability to provide proper service to clients in the midst of a pandemic to give assurance to us that we are not in danger of losing our homes.
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| 07/10/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Previous, inadequately answered, loan servicing complaint : XXXX Per yourXX/XX/XXXX response : LoanCare began sub-servicing your mortgage loan onXX/XX/XXXX. The enclosed welcome letter notifying you of the transfer was sent to the mailing address on file, which was designated as follows : XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX While that address is indeed correct Im certain you received my email & phone contact information from XXXX as well. First, I was at my PA home from XX/XX/XXXX thru XX/XX/XXXX. Further, you must realize that I, as with countless others Im sure, do virtually all my account monitoring and bill paying electronically and receive nothing of importance via USPS. Additionally, in an average week, I receive a half dozen or more credit card & mortgage refinance offers ( from a variety of companies [ ironically XXXX as well ] ) mixed with the considerable other junk mail. So anything you may have sent would have scantly been noticed. The name LoanCare would have meant nothing to me and would have quickly been added to my recycling can without ever making it to my home from my roadside mailbox. Also in your previous correspondence you indicated : We received payments from your prior sub-servicer XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX andXX/XX/XXXX. These were applied as your XXXX and XXXX mortgage payments, respectively. We have not received any further payments from XXXX. Those likely were my XXXX & XXXX XXXX payments but XXXX continues to have, in their possession, my XX/XX/XXXX & XX/XX/XXXX payments that I provided evidence of to you in mid to late XX/XX/XXXX. I have no checks from XXXX, nor should I. To be clear, my obligation under this loan agreement is to pay the mortgage on a monthly basis ; an obligation I have, and continue to fulfill. My responsibility is not to service the loan during its 5 in 9 years transfers/sales. That would be yours and XXXX job. Also, please keep in mind that the only reason I even know LoanCare exists is because you hired a Home Occupancy ( pre-foreclosure ) inspector to trespass on my property. Though they never actually knocked at my front door or attempted to make personal contact. As a result, Im not precisely sure how they determined my home was occupied. Instead they left the attached, hanging on the door of one of my outbuildings, that quite by accident, I discovered just prior to my call to you in XX/XX/XXXX. It was this group of calls that provided all my payment evidence that LoanCare had for 4 months untilXX/XX/XXXX. Not certain why it took this long for you, despite my monthly follow-ups, to tell me inXX/XX/XXXX that it was now my responsibility to recover the funds from XXXX. I repeat that I only pay this loan ; I do not service it. As for the accuracy of your credit reporting and the XXXX XXXX you are incorrect. I paid my mortgage as required under the terms of the loan contract throughout XXXX ; now in XXXX. Credit reporting must reflect that. And while creation of XXXX to reflect when YOU received payments may well keep your ledger & bookkeeping accurate, it does not mine. I deduct mortgage interest from my taxes in the year ( XXXX ) that the funds were paid and left my possession ( XXXX ). So to close, please correct the above mentioned servicing failures immediately. Additionally, respond in writing that you understand that I have stated ( verbally & in writing ) that I do not authorize you to record any of my phone conversations with LoanCare. Further, that any added costs to pay my mortgage online & electronically on your site until XXXX on the XXXX of each month are not authorized by our mortgage contract and will not be charged. My loan originated with no such charges and no language in the contract permits changes to those terms of the loan as it sold/transferred over time. Finally, end the daily, harassing, dunning calls until the referenced servicing failure is resolved. Ive made this request on several occasions verbally and now in writing. Thank you for your kind attention.
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| 09/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Servicemember |
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XX/XX/XXXX : I was notified that my mortgage had been sold to LoanCare and I would need to set up a new account as of XX/XX/XXXX. I reached out to LoanCare immediately knowing I had 6 weeks of travel scheduled that would make me unreachable from the end of XXXX through early XXXX and wanted to make sure everything was set up properly. I was informed that there's nothing I could do until I received my welcome packet in the mail from Loan Care.
XX/XX/XXXX : Received an email that I was officially a client of LoanCare. Reached out and tried to set up autopay, was informed first payment had to be mailed in. I sent out the check the same day.
XX/XX/XXXX : I received a letter from LoanCare confirming that my autodraft was set up and my next mortgage payment would draft on XX/XX/XXXX and on the XXXX of each month thereafter.
XX/XX/XXXX : I was notified by my insurance company that XXXX hadn't paid our homeowner 's insurance via our Escrow account. I spoke with customer service on both XX/XX/XXXX and XXXX to ensure the problem was resolved as we were leaving the country on XX/XX/XXXX. Not once was it brought to my attention that there were any problems with my account during these exchanges.
XX/XX/XXXX : We had been back in he country for less than 48 hours, I received a call from LoanCare that I was delinquent on my mortgage payments for XXXX, XXXX and XXXX. After a lengthy inquiry as to how this happened ( see the steps taken to prevent such an occurrence outlined above ) it was brought to my attention that there was a discrepancy in the payment made on XX/XX/XXXX which then suspended my autodraft. I asked why I was just now being notified of this ( while I did not have access to WIFI for most of my time in XXXX XXXX I was able to retrieve messages and I was NEVER notified of an issue until this call ) I was informed that I was still under the RESPA period so it wasn't considered delinquent yet. I immediately paid the balance of {$4300.00} making my account current. I was then assured that my autodraft would be reinstated and would pull on XX/XX/XXXX.
XX/XX/XXXX : I ensured that our payment of {$2300.00} to LoanCare did in fact autodraft and has continued to autodraft without issue a year later.
XX/XX/XXXX : I'm notified that my credit score has taken a 200 point dive. I immediately request a credit report and see that LoanCare had reported a delinquent mortgage payment for XX/XX/XXXX. I reach out to LoanCare and am assured that it was a mistake, I was within my RESPA period and I just needed to email their credit dispute department to have it corrected.
XX/XX/XXXX : I receive a letter from LoanCare denying my request for a correction to my credit.
XX/XX/XXXX : I reach out to LoanCare for an explanation as to the denial of my request. I'm informed that they decided my XXXX mortgage payment fell outside of the RESPA period. I asked if I could speak with a manager and was placed on a 90 minute hold until the call disconnected.
XX/XX/XXXX : I called LoanCare again and informed them that I would like to escalate the decision on my credit dispute and requested to speak with a manager. I was told my request to speak with management was put in and someone would call me back. In the meantime I needed to email my request for an appeal and it was suggested that I go into more detail so they can make a more informed decision. I emailed an escalation request to LoanCare that same day.
XX/XX/XXXX : I received an email from LoanCare again denying my request without further explanation.
XX/XX/XXXX : I reached out to LoanCare and again requested to speak with a supervisor or someone in authority to help me escalate this issue as I had yet to receive a call back.
XX/XX/XXXX : I have yet to hear back from anyone at LoanCare regarding this issue. I have been a loyal customer to first XXXX and now LoanCare and yet nobody will give me the courtesy of addressing this credit reporting issue. I've decided it's time to request the aid of the CFPB.
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| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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At beginning of XXXX, I requested to be on forbearance starting on XX/XX/2022, due to COVID-19. I have a mortgage backed by XXXX XXXX and I requested the forbearance from the servicing company LoanCare. I was also current with my mortgage, It was confirmed by an employee of LoanCare, XXXX # XXXX, that they will not make a payment for XX/XX/2022. Around the XXXX of XX/XX/2022, I realized that LoanCare tried to make a payment for XX/XX/2022, my bank denied insufficient funds, and LoanCare tried a second time with the same result. I immediately called LoanCare and spoke with a supervisor who confirmed and told me that he was seeing what was the mistake that XXXX # XXXX did, and because of that the system did not process my forbearance properly. He told me that he will fix this, he will need the help of four other departments, which will take a few days, but we will have time to finish this request before that LoanCare transfer my file to another servicing center XXXX on XX/XX/2022. Another issue was that by mistake I sent an extra payment in XX/XX/2022, thinking that my bank refused the regular payment but they did not. I asked LoanCare to refund me because I needed this amount very badly. That day, It was confirmed by this supervisor, that he will correct the forbearance and started it on XX/XX/2022 ( as they were denied with the payment, obviously XXXX wasn't paid ), he told me that I will be refunded for the extra payment in XX/XX/2022, and everything will be under control when they will transfer my file.
Unfortunately, LoanCare did not do anything that the supervisor told me, even worse they tried to make a payment also in XX/XX/2022, twice, before transferring my file to XXXX, the new servicer. The major problem is that LoanCare applied my extra payment for XXXX, on the XX/XX/2022 payment, instead of starting the forbearance as confirmed by two different levels of employees.
I found myself without the refund of {$670.00}, and without forbearance due to COVID-19. LoanCare knew that we had an issue, and they try to take XXXX 's payment like all is good. THEY TOOK MY RIGHTS TO BE ON FORBEARANCE DUE TO COVID-19. They treated me differently than other clients of theirs. I called the Social Media/Client Complaint Supervisor many times and she hung up on me and decided to never take my call again.
I received many letters explaining that I was not eligible for forbearance because I was not XXXX months delinquent. They used the word " Loan Modification '' instead of Forbearance, to try to save themselves I guess. It was confirmed many times by XXXX XXXX and CFPB that we do not need to be delinquent to start a forbearance due to COVID-19 for loans backed by XXXX XXXX XXXX So that letter was totally false.
I never received the refund for the extra payment that I still more than needed. Now they always answer that I need to deal with the new servicer, LoanCare can not help me anymore, and that they will not refund me. All of this after I did what I needed to do to be on forbearance. I followed the rules, I am honest, I respected that mistakes can happen and I make another long call to a supervisor, which confirmed, ON A RECORDED LINE, that everything will be fixed, the forbearance and the refund.
LoanCare did not respect their own words, through this supervisor and XXXX.
This is pure discrimination, and that's enough, I don't accept that I was denied by LoanCare, and even when they knew that something was wrong, they continue to try to pass payments for XX/XX/2022. That caused irreparable damage to my business relationship with my bank. I have no choice now to close the account and change banking institutions to stop servicing companies trying to take payments when they are not supposed to. XXXX and Credit Bureaus are keeping the information and the numbers of Insufficient Funds in my account that passed and that might cause me real problems in near future. LoanCare did many mistakes and they have a responsibility, not me.
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| 03/27/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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At the beginning of XX/XX/XXXX I received a statement stating that I had an escrow shortage and that my new payment was XXXX due XX/XX/XXXX, and there after it would be {$1100.00} for the year of XX/XX/XXXX due to an increase in taxes and insurance. I called to inquire regarding my increase because after speaking with the county tax assessors office of XXXX County, there was not much of a change. I continued to call to find out why such an increase that would cause me financial hardship. In XX/XX/XXXX My Mortgage went down to {$930.00}. XX/XX/XXXX I spoke with XXXX Customer ID # XXXX, who stated that there was an during the analyzing of my escrow. This error cause miscalculation and error the wrong amount as to what my taxes should have be assessed as reported. Due to this error there is a shortage, of which I am indebted to pay by the first of XX/XX/XXXXof which I can't afford. I have submitted an application with the loss an Mitigation department, however the escrow is a different department of which I sent an email on XX/XX/XXXX, of which I received a delayed reply on XX/XX/XXXX. ( I have expressed my concern regarding the time length that it took to get a reply or for that department to address my concern ). stating that it is being reviewed. I also ask them to re- assess their estimated calculations, and look into it further because something wasn't adding up regarding the increase. After speak with XXXX # XXXX who identified the error on their behalf, I asked to speak with a supervisor. I expressed my concern and asked to speak with the VP. Because there are different departments under one umbrella was placed back in the Queue with no resolve. The only thing that happened is that my account was noted, I no one knows how to assist me further because I have to talk to different people. I need assistance, I am getting transferred from one person to another because of their mishandling of my escrow account, and I am being asked to call back, sent this letter to this department and this person to address the issue. I work from 8-4, and this is their job to take care of these issues on a daily basis, and I am on their time clock for them to resolve and error they made. I am dealing with two different issues 1. The escrow error 2. Loss and Mitigation Dept.
I am being directed in different areas with in the same company, I have asked to speak with the VP, and was directed to a website with Many VP listings. My point of contact with the Loss and Mitgation Dept stated that her ext does not work, however I recieved a letter with her ext XXXX XXXX XXXX, I am redirected back to customer service instead of being able to contact her directly. Because of the nature of this issue once I have verified my account, I am still prompted to answer questions that do not pertain to my issue. It is frustrating at this point and I need some assistance, I have tried to communicate with loan care the best I can, and with understanding, I feel like I am getting the run around, and they are taking their time to investigate and correct their error. I have written communication and called in reference to my hardship, and I am still in limbo.XX/XX/XXXX is coming and I am being reminding that my payment is due regardless my open processes regarding loss mitigation & the escrow request. I have submitted everything in writing as requested. I don't think that it is fair for a mortgage company to make an error with your escrow and not correct it. It's frustrating every time I call in and I speak with someone new about the same issue, and still have to be transferred or they can't assist me because its not their area. This is why I asked to speak with Management / Supervisor, and they didn't have any answers for me either. There are many notations on my account, however there has not been a point of contact with a resolution. I work from 8-4 and I am in XXXX XXXX XXXX, this has become stressful from me trying to get answers and straighten this out.
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| 05/29/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We closed on this house XX/XX/XXXX. Initially, the loan was VA through XXXX XXXX XXXX. Approximately one week after receiving our mortgage information from XXXX XXXX XXXX, we received notice that our loan had been acquired by LoanCare ( Formerly XXXX XXXX XXXX ). Since we received the LoanCare information prior to making our first mortgage payment, we were able to send our first payment to LoanCare. First payment was made XXXX XXXX, XXXX, as evidenced by XXXX XXXX XXXX Online Pmt Chk XXXX in the amount of {$1500.00} on our bank statement. We use electronic bill pay through XXXX XXXX XXXX XXXX. The payments are sent exactly as indicated on the mortgage statements that come in the mail.
Addressed as follows : XXXX XXXX XXXX XXXX XXXX XXXX LoanCare XXXX. XXXX XXXX XXXX, PA XXXX LoanCare started calling with robocalls XX/XX/XXXX. I receive a lot of spam calls and do not answer XXXX, XXXX, XXXX-types of numbers. I trust that if they are a legitimate business that they will leave a message. I received calls from LoanCare at least once a day for approximately 1.5 months before a voicemail was received to indicate who was calling. It was a robocall message that stated, Please return our call at LoanCare with no additional information. This was XX/XX/XXXX. I called LoanCare immediately and was informed that they did not receive payment for XX/XX/XXXX and because of that, all subsequent payments were considered late. I have spent every single day since that first voicemail trying to prove to LoanCare that I have not only made all of my payments, but that they have been made on time.
We are a small farm and I have spent countless hours on hold and working on this issue which means we have been losing money. Every time I talk to a representative, they tell me what I need to do and I do it. They started off telling me I needed to send in a screenshot of the money clearing my bank, so I did that. They never called me to tell me that the information was insufficient or that there was any kind of problem with what I had sent. I started to receive the robocalls again, so I called and found out that the information that I had sent was insufficient and that I needed to call my bank and have them send me a transmittal form which would show LoanCare that my payment had cleared. Just call and tell them that you need that form and they will know what you are talking about. I talked to THREE different departments at my bank and no one or their supervisors had ever heard of this form. They stated that the only thing that would show the information that LoanCare needed would be the bank statement. I made several more calls to LoanCare attempting to explain this and at one time was told by a representative that they would put some kind of hold on my account while it was in dispute so that I wouldnt get sent to collections or the credit bureau.
Two days ago I received an email from my bank stating that my credit score had dropped due to LoanCare reporting my late payments. Yesterday I received a call from collections. This morning, I received an email stating that my most recent payment had been rejected by LoanCare and the funds were returned to my account.
I called AGAIN and was told that the entire bank statement that I'd sent was insufficient proof and that I need to send this transmittal form and that its the only thing that they will accept.
Other various things that I have been told by representatives when I call : You made your payment to XXXX XXXX XXXX and thats not us. We never got your payment.
You made your first payment to the other loan company and they never sent it to us, so you need to call them.
Im going to put you on hold for a supervisor. If you dont want to wait on hold, just enter your number when prompted and one will call you back. ~I can not tell you how many times Ive waited over an hour and a half on hold, gave up and put my number in and NEVER gotten a call back. Hours of my life just wasted on hold.
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| 12/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, I refinance my mortgage with XXXX XXXX XXXX XXXX. My previous mortgage company sent the balance of my escrow account to XXXX to depossit into my account. The check was cashed in XX/XX/XXXX by XXXX but never applied to my account. My monthly mortgage payment were {$1200.00} and they increased them to {$1500.00} due to the low balance in my escrow account. I contacted the Loancare and informed them of the error of my mortgage payment and my escrow accoutn. Informing them that a check in the amount of {$2600.00} was sent to XXXX. XXXX uses Loancare as a subservice. Loancare is the one who has been sending me notices regarding my mortgage and escrow accounts. I contacted Loancare from XX/XX/XXXX to current, XX/XX/XXXX. I have supplied them with a copy of the cashed check and the fraud investigation from the bank stating that the check was cashed by the intend payee. Through all of this I continued to pay my monthly mortgage payment of {$1200.00}. I refused to pay the {$1500.00}, for one reason due to my personal budgeting I couldn't afford an additional {$300.00} to come out of my budget due to an error on the company filing system. I provided over and over all the information needed to the company to recify this situation in a timely manner. The information was sent via email to the Escalation Team, Loss Resolution, and to customer service supervisor XXXX XXXX. They continued not to resolve the issue and would not truly look into the matter. They continue to state that my account was delinquent because I did not pay the increase amount of {$1500.00} even though I paying the {$1200.00} monthly on time. They reported delinquent payments to the credit bureaus even when they informed me that nothing will be reported until this problem was resolved. On XX/XX/XXXX XXXX from Loancare Escalation Team informed me that the problem could be that the check was sent to XXXX and that there was nothing they could do that I needed to contact XXXX to locate the check. I contacted XXXX on XX/XX/XXXX and sent the information to them. They acknowledged that the check went to the correct place but they didn't know where the check was currently. I had to complete another compliant form for XXXX to look into this matter. XXXX emailed me stating that they will contact Loancare. On XX/XX/XXXX, I contacted Loancare to see if XXXX had contacted them on this matter and representative XXXX mentioned that there was no notes on my file stating that XXXX had contacted them. XXXX transferred me to XXXX in the Escalation Department. I explained my situation to XXXX and informed her that I want them to stop reporting negative payments on my credit report and that XXXX will be contacting them about my escrow check. XXXX put me on hold to review my account. After sitting on hold for 45 minutes, she picked up and hung up the phone. On XX/XX/XXXX, I contacted XXXX and spoke with XXXX and she didn't have any updates on my claim. She transferred me to XXXX. XXXX mentioned that she forward the case to Loancare to investigate and Loancare bounced it back to XXXX to investigate. She mentioned that XXXX will look into it and get back to me later this week. She also mentioned that she was sorry that there has been a lot of checks just sitting at XXXX and not applied to anyone account. This missing check has made my escrow account to reflect not the required balance for the month of XXXX. This situation has affected my mental health and has caused extreme stress and XXXX. Loancare has not been willing to assist in this matter increase weekly anxiety and stress because I am afraid of my home going into foreclosure. Loancare has not looked into this matter even though I have sent in a lot of documentation and proof that a check was sent to be applied to my account. No help has been given on this matter. Only thing they have done is affected my credit by reporting negative/late payments when I have been making monthly payments.
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| 03/06/2023 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Regarding : Flood policy : XXXX XXXX XXXX : XXXX On XX/XX/XXXX I signed into my mortgage account with XXXX. At that time I saw that the flood insurance had not been paid from the escrow.
I called the company who covers the flood insurance XXXX XXXX XXXX XXXX XXXX and spoke with the front desk. The front desk said they would transfer me to my agent XXXX because it looked like there was a problem.
I was transferred to XXXX at XXXX XXXX XXXX who said she would handle. She tried to update then said it was too late to pay at the previous rate. She said the policy had expired the day before. She stated that she has emailed me and that she has called me. I told XXXX I had not received anything and asked her what email she had for me. She then stated -- oh I don't have an email or telephone number for you. I then gave XXXX my email and telephone number.
I was then quoted a price greater than three times the amount of my previous payment.
I told her I would call her back which I did and left a message for her to return call.
I called the mortgage company who said they had submitted a request from the agent multiple times and had not received an invoice.
XXXX sent an email with a copy of billing notice dated XX/XX/XXXX for {$640.00} which she said had been sent.
I didn't receive bill and I probably would have ignore bill if I received because second page of notice regarding premium notice states " If you have already submitted or if your mortgage lender pays your policy premium from an escrow account, please disregard this notice. '' I then reached out to XXXX who said they didn't have anything. I called XXXX at XXXX XXXX 's office and merge the calls questioning both on why my insurance wasn't paid. I have told them both at this time from my prospective this looks shady I questioned the integrity. XXXX quote a price of {$1900.00} and asked if I wanted to pay. I thought I would, but then realized the financial burden was not mine. My loan payments should cover the charges and I didn't not cancel my policy.
My policy was cancelled due to XXXX not making a payment. I asked XXXX with XXXX to send me the information which she sent via email. Of course I did not make payment because my escrow is to pay. Asked XXXX if she could have XXXX XXXX return my call.
On XX/XX/XXXX XXXX XXXX with XXXX returned my call. XXXX XXXX said my flood information was entered into the required system. I believe he said it was mymortgage.com as required and that XXXX didn't make payment. Insurance was not paid by XXXX so I do not have coverage that my escrow with XXXX should have paid before XX/XX/XXXX.
I had called XXXX on XX/XX/XXXX and spoke to XXXX who stated that XXXX would pay the bill when received.
The problems are : My mortgage payment increased in XXXX. The reason stated by the XXXX was to cover taxes and insurance.
My flood insurance in XXXX was {$560.00}. The copy of notice sent to me that was due XX/XX/XXXX was {$640.00}.
The new figure ( after XXXX didn't pay ) is greater than {$1900.00} That would be a cost greater than {$35000.00} for the remainder of the loan. If I live to be XXXX ( my grandmother was XXXX when she passed ) that would cost me greater than {$65000.00}.
I sent all this information to XXXX on XX/XX/XXXX and still have not received satisfying solution. I received a letter saying I must have flood insurance.
I would have flood insurance if they had paid the bill.
I have checked escrow account this month and they still haven't paid flood insurance. I have continued to make regular principal, interest and escrow payments based on the original amounts prior to their mistakes. They have attempted to refund the escrow amounts to coverup their negligence but I haven't cashed any of the checks.
I received quotes today and the flood insurance continues to go up ( {$2300.00} ).
XXXX needs to find a solution that requires no financial burden to me.
Regards, XXXX XXXX
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| 02/09/2017 |
Yes |
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- Disclosure verification of debt
- Not given enough info to verify debt
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Web |
Servicemember |
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This is my first VA loan. I chose XXXX Mortgage and they have shared and sold this acct to several other companies. After falsifying documents and violating TN codes and statutes. Being that they have violated the laws to alter the the deed of trust the document can not be attached to the existing acct. The company claiming possession of the acct with a new acct number is LOANCARE. Once I received notice that the acct had been transferred and a new acct number created I contacted them before the first payment was due. I received a monthly statement dated XXXX/XXXX/XXXX on or about XXXX/XXXX/XXXX from Loancare before receiving notice from them that they were in possession of the account. Which was on or about XXXX/XXXX/XXXX. The notice of transfer was dated XXXX/XXXX/XXXX. I contacted the company XXXX/XXXX/XXXX and asked for a payoff statement, debt validation and full disclosure to include a copy of the original wet inked signature page ( front and back ) of the promissory note. I requested these documents due to the fact the company delivered incorrect contact information and no payoff amount while on the call. I wanted to be sure they gained information honestly. Also to be sure no additional misinformation was transferred. I told them I wanted no future problems. Also to send it asap so the payment would n't be late. And informed them not to report to any agencies until they sent the requested documents. I was told the information would be sent out to me that day. The documents never came. I contacted them on XXXX/XXXX/XXXX the same request and still nothing. Although they say they sent them out and acknowledged that the request was made on an earlier conversation. I was told the documents would be expedited to me by XXXX a rep. The documents never came. Although while waiting on the documents I received a DELINQUENCY NOTICE XXXX/XXXX/XXXX with threats to jeopardize my credit rating, LOAN MODIFICATION ( XXXX/XXXX/XXXX ), NOTICE OF THE RIGHT TO FORECLOSE ( XXXX/XXXX/XXXX ). I contacted them XXXX/XXXX/XXXX and was routed to a dead phone line, they hung up on me. I called back on XXXX/XXXX/XXXX. On this phone call after speaking with a collections rep and a collections supervisor it was brought to my attention that the acct was trans ferred on XXXX/XXXX/XXXX and all of my calls since the beginning were routed to collections. Also the fact the collections dept could n't order documents. I spoke with a customer srvc supervisor that asked if any rep ever told me to put the request in writting. I told her no and sent the request in writting via email ( recommended by supervisor ) on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX I received an acknowledgement email stating they would conduct a thorough investigation and reply in 5 days. Also not to resubmit as it would cause delay. They never responded. On XXXX/XXXX/XXXX I contacted them and a digital email was sent to me with XXXX pages. I had been told on several occassions by reps that the acct consisted of XXXX, XXXX and XXXX pages. I was told again that a paper copy would follow. It arrived XXXX/XXXX/XXXX. It was only XXXX pages. I informed them that the documents were n't copis of the original. The rep stated that XXXX XXXX granted the right for them to do what they were doing. That they had my promissory note with signature now and excuses would not stop them from enforcing collections with or without giving full disclosure.. That they intended to report to the agencies on XXXX/XXXX/XXXX and they would send The Notice of default. I informed him that the Notice had already arrived. Meaning that they had accelerated the process without due process. He was extremely rude, argumentaive and threatened foreclosure. He said the documents on screen were true and exact. My goal is clarity, validation and how they plan to foreclose utilizing a deed of trust being that no Master form of Mortgage was ever filed with the County. It 's the LAW! XXXX and XXXX
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| 12/28/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX our home was involved in an arrson and a complete loss. We had planned to rebuild but upon finding out that the juvenile involved was no longer incarcerated we decided to move. Our insurance company did everything just as they should and the checks were forwarded to LoanCare ( for XXXX XXXX ) until the repairs could be made. The balance was put into a " special esgrow '' account for the rebuilding of our home.
Once the decision was made to sell the property and use those funds and the funds in Special Esgrow to pay off the mortgage both the insurance company and LoanCare/XXXX XXXX were informed.
The title company requested the payoff statement and we closed on the property on XX/XX/XXXX, I assumed that the mortgage company and the title company had things taken care of. As it turns out Loancare would only speak to me unless I called each morning to give them permission to speak to them but the exchanges were very limited. I have had to be the go between for Loancare and XXXX XXXX, I have no real estate of mortgage knowledge or training.
I started phoning Loan CareXXXX XXXX Mortgage XXXX XX/XX/XXXX. My initial calls were to the XXXX number and was told that the money would be wired to the title company no later than XXXX XXXX, XXXX. I phoned again on XX/XX/XXXX to see why the funds were not wired. At that point I was transferred to a supervisor who informed me it was under review but should have an answer shortly. I phoned again on the XXXX XXXX and was transfered to Loancare ( the claims department for XXXX ).
When speaking to Loancare I was told they would put the request in for the funds to be applied but I needed to submit a letter ( via email or fax ) that told them what I waned to do with the insurance funds. I was then transfered to the resolution department where I was told it would have to be reviewed and that it could take 5 to 7 days for review. I called them back everyday that were open through XXXX week and was told it was still pending.
I called back on XX/XX/XXXX ( the 8th business day ) to check status and was told it was not 5 to 7 but 7 to 10 days for review even though there had been an request that they expidite this matter.
I called back ( never speaking to the same person and being told I could not request to speak to a specific person and was also told that they ( Loancare ) had no way other that messaging to reach Management ) on XXXX XXXX, XXXX and was told there were no updates yet. I called back on the XXXX and XXXX, finally on the XXXX there was an answer, the title company simply had to pay their part and then the rest of the special esgrow would be released. I explained to them on several times that the Title company would not/ could not do that because it went against VA RealEstate laws.
Loancare requested copies of the Sales Contract and the payoff statement. I sent those in immediatly, called each day until they were received on XX/XX/XXXX. I called back on XX/XX/XXXX and was told by the Resolution department that the exception was denied and that a new Exception would need to be entered, another 7 to 10 business days. I was contacted today once again to ask if the title company had submitted payment even though the exception entenered by Resolutions stated that they could not pay first.
Here is our situation, its been a month and 1/2 since the property was closed on and The Buyers are tired of waiting. If this sale falls through we have spoken with our attorney and he will file against the company as soon as their policy causes the sale to fall through.
My family of 8 has been displaced for over a year now, and our insurance funds for housing runs out in XXXX We can not look for a new home until this is settled and our availabel funds are running out. We just want to get on with our lives because the money to payoff the mortgage is there along with the title company, I don't understand why they can't get it together.
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| 08/10/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was able to apply for and get a Forbearance on my home loan for COVID-19. The Forbearance ended on XX/XX/XXXX so I applied for a Loan Modification on XX/XX/XXXX. I called loan company XX/XX/XXXX for Mod status and was told they would call me back.
Call # 2 I placed XX/XX/XXXX and was told they had to wait until the forbearance was over and it was sent to review on XX/XX/XXXX and have 30 days to respond.
Call # 3 I placed XX/XX/XXXX I was told I will not need to send anymore info the next step I will receive a call about approval and new mod info.
Call # 4 I placed XX/XX/XXXX - Loan company stated they were waiting on the title search to comeback and it happened to come back that day and to allow 2 more weeks. She said I would " not be in trouble with credit agencies for not making a payment because the forbearance is still in place until the mod begins '' Call # 's 5, 6, 7, 8 I placed XXXX ( after long hold times I was disconnected by their automated call system THREE times ) On the final call that day I got through to someone from the loan company and explained I wanted the COVID-19 Standalone Partial Claim instead of the Modification since I have not heard about it. I was transferred to Loss Mitigation and they told me " they are sending me the application for the Standalone Covid 19 Partial Claim and the process will start again but they already have the majority of the information needed so it shouldn't take the regular 30 days. '' I have sent emails to the mortgage company MANY times requesting the COVID-19 Standalone Partial Claim application with no response.
XX/XX/XXXX the Loan company reported me to the Credit Reporting Agency that I am late with a payment by 120 days.
How do I get the Credit Report corrected because I am NOT late?
How do I get a COVID-10 Standalone Partial Claim if my loan company keeps giving me the run-around?
( B ) COVID-19 National Emergency Standalone Partial Claim For any Owner-Occupant Borrower who receives a Forbearance for Borrowers Affected by the COVID-19 National Emergency, the Mortgagee must evaluate the Borrower for the COVID-19 National Emergency Standalone Partial Claim no later than the end of the forbearance period ( s ). ( 1 ) Eligibility for COVID-19 National Emergency Standalone Partial Claim The Mortgagee must ensure the following eligibility requirements are met : The Mortgage was current or less than 30 Days past due as of XX/XX/XXXX. The Borrower indicates they have the ability to resume making on-time mortgage payments. The XXXX is owner-occupied. ( 2 ) Terms of the COVID-19 National Emergency Standalone Partial Claim The Mortgagee must ensure that : the Borrowers accumulated late fees are waived ; and the COVID-19 National Emergency Standalone Partial Claim amount includes only arrearages, which consists of Principal, Interest, Taxes, and Insurance ; and the COVID-19 National Emergency Standalone Partial Claim does not exceed the maximum statutory value of all Partial Claims for an FHA-insured Mortgage, as listed in Statutory Maximum for Partial Claims ( III.A.2.k.v ( D ) ( 2 ) ( a ) ) ; and the Borrower ( s ) receives only one COVID-19 National Emergency Standalone Partial Claim. Mortgagee Letter XXXX, Continued 5 ( 3 ) Required Documentation for COVID-19 National Emergency Standalone Partial Claim The Mortgagee must submit all required documentation for Partial Claims as listed under Delivery of Partial Claim Documents ( III.A.2.k.v ( J ) ( 6 ) ). The Mortgagee is automatically granted a 90-day extension to the 6-month deadline for the recorded mortgage. If a Mortgagee experiences additional delays out of their control, including past the automatic 90-day extension for the recorded mortgage, that impact delivery of the Partial Claim documents, Mortgagees may file requests for an additional extension in accordance with Requests for Extensions of Time for Delivery of Partial Claim Documents ( III.A.2.k.v ( J ) ( 7 ) ).
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| 08/15/2018 |
Yes |
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- Trouble during payment process
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Web |
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Our house burned down in a fire in XX/XX/2018. We notified Loancare of impending insurance investigation right away. We were told the load would be put on hold until the insurance would be taken care of. We requested the Payoff statement from loancare for our ins provider on XX/XX/18. We had to request another on XX/XX/18. We forwarded all the info to our insurance provider for payoff of the mortgage on XX/XX/18. Our ins provider sent them the check right away. Loancare deposited the ins check on XX/XX/18. We called Loancare repeatedly from XX/XX/18 through XX/XX/18. to make sure that this loan was taken care of. We were continually put on hold at times over an hour. the agents told us that they had received the funds and it was being processed. On XXXX the agent my wife spoke to was Mrs XXXX and she said the mortgage payoff would be applied backdated to XX/XX/18. This would have been within the timeline for the total payoff amount statement. On XX/XX/18 We were called and they requested us to sign a form for release of the mortgage funds for payoff. We signed it right away and faxed it right back to them. On XX/XX/18 Agent XXXX XXXX Called my wife and said everything looked good. My wife received a call from Loancare on XX/XX/18 they told my wife they were from collections and if she did not make an over the phone payment of XXXX they would not be able to close out the loan. After repeated calls to loancare put on hold and calls disconnected. We were able to get through on XX/XX/18 my wife spoke to XXXX who said she would look into what was going on and call us back. On XX/XX/18 my Wife spoke with XXXX who told her everything had been transferred to their Insurance Dept for approval. On XX/XX/18 I was able to get through to loancare rep who told me there was nothing that they could do as this was sent to the claims dept. I called back on XX/XX/18 and XXXX who transferred me to XXXX who put me on hold for 30 min. When she came back on the line she told me the payoff funds were accidentally sent to the insurance claims dept instead of applied to the loan. She told me this would be fixed and everything would be cleared up. Called back on XX/XX/18 I spoke with XXXX who told me he was the collections manager. i explained about the extra payment they charged my wife over the phone on XX/XX/18. He told me this would be cleared up within 48 hrs. And that the extra {$200.00} would be sent back to us. He also said our Escrow account had XXXX and this money would also be released back to us. Loancare reported to the Credit agencies that we had missed payments on this loan. We have never missed a payment. I did file a dispute with the credit agencies. some of which has been taken care of. They still show a missed payment over 35 days that never happened I have filed another dispute to get that cleared up. We recieved a check from Loancare for XXXX on XX/XX/18 in the amount of XXXX. i called Loancare about the difference in amounts and was told by them the amout of XXXX was deducted for late payment. I asked what late payment and was told the payoff did not acure until XX/XX/18. I asked to speak to the manager and was given to a team leader She told me that I have to pay them until the Money is finished being applied to the Payoff.. I am so frustrated with this company. I feel they have stolen the XXXX payment the convinced my wife she had to do. They then stole another XXXX out of my Escrow account and told me this is the way its done. I filed dispute with their Complaint dept. We received a call back from them XX/XX/18 and were told we were charged the XXXX because we did not send in enough money to pay off the mortgage in full. The money they received for the pay off was the amount they told us to send in and it was received by them in the payoff period. Please let me know if there is anything That you need from me to help clear this up. I have notes and paperwork to back this all up.
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| 10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Summary of my complaint : -Mismanagement of Escrow account -Inability to close escrow account -Impossibility of communicating with escrow department Details of complaint My mortgaging service company is Loancare, also known as XXXX.
Customer service will not put me in contact with anyone from escrow. They claim that they don't even know escrow 's phone number.
The escrow department has made numerous errors, and I am unable to contact them to resolve them. I'd like to close the escrow account, and have an " open ticket '' with them to do so, and my mortgage is qualified to not require an escrow account, but they keep making errors that cause the escrow balance to go negative, which prevents the escrow account from closing.
A timeline and list of errors : XX/XX/XXXX -- I switched homeowners ' insurance companies. I called customer service and told them not to pay the old insurance company. Escrow paid both the old and new insurance companies.
XX/XX/XXXX -- I requested to close the escrow account XX/XX/XXXX -- Loancare recalculated escrow payment after making two disbursements for insurance. Consequently, the calculation for my monthly payment is way off.
Early XX/XX/XXXX -- was informed that escrow balance was negative, but as soon as the account became positive, the escrow account would be closed Early XX/XX/XXXX -- made monthly mortgage payment which brought the escrow account above XXXX Mid XX/XX/XXXX -- made follow-up inquiry with customer service regarding the closing of escrow account. I was assured that it was all set to be closed and I'd be hearing from escrow shortly.
XX/XX/XXXX -- was informed that a disbursement was made for my second half property taxes, which aren't due until XX/XX/XXXX. This sent the escrow account into the negative.
XX/XX/XXXX -- talked to customer service asking them to stop payment on tax check and close escrow account. They would not do either. I was informed that my case was escalated and that I would hear from escrow shortly.
XX/XX/XXXX -- received letter dated XX/XX/XXXX that they could not close my escrow account due to it having a negative balance. This demonstrated that the escrow department has time to make payments a month and a half early and send me letters telling me about how my account balance subsequently becomes negative, but they don't have time to call me to discuss these issues.
XX/XX/XXXX -- talked to customer service again. Was told that the case was not escalated on XX/XX/XXXX. Was told that case would be escalated and I should expect to hear from escrow any day now. I obviously don't believe them, because nothing they have said would happen has actually happened.
XXXX XXXXreceived letter dated XX/XX/XXXX that my escrow account would be closed on XX/XX/XXXX. This letter was superseded by the letter received on XX/XX/XXXX dated XX/XX/XXXX.
Late XXXX -- made escrow-only payment to bring balance to {$0.00} Re-submitted Request to close escrow account Early XXXX -- received letter dated XX/XX/XXXX that my account would be closed on XX/XX/XXXX.
XX/XX/XXXX -- logged into online account and saw that escrow account was still active and a new annual escrow analysis had been done on XX/XX/XXXX. I talked to customer service who said my account couldn't be closed because the balance was negative. This is not true. The balance is positive {$620.00} according to escrow analysis document.
I want to speak to someone in the escrow department who can tell me what needs to be done to close my escrow account. I then expect that the account will be closed and that I will be issued a check for the remaining balance. I want direct communication with the escrow department every step of the way so that I am assured that this is happening. This is not a very difficult request. It only requires that the company treat me with a minimum amount of dignity. I have made all of my payments on time. I am a customer in good standing.
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| 02/13/2021 |
Yes |
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- Trouble during payment process
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Web |
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This company needs to seriously be put out of business! They have horrendous practices and even worse customer service.
1. Over 10 years ago, I declared bankruptcy. My mortgage was not included and I have been working very hard to rebuild my credit. My mortgage with with a different servicing company at that time.
2. This company keeps me in the " bankruptcy department only '' category and it is extremely hard to get any correct information about my account.
3. This mortgage has been current for years.
4. Due to COVID, I requested a forbearance. At the end, I applied for a modification in hopes of a rate reduction to lower the payments. XXXX XXXX relies on public schools and I am fearful of income losses getting worse by the end of this school year. They forecibly kept trying to get me to continue the forebearance like I would have so much money at the end to just pay them then. I sent in my paperwork for the application for modification I called for the status atleast weekly. At one point was told it was in underwriting. I never rec 'd anything. I then suddenly got a letter that the derferal was approved. I called because I discussed this many times with loss mit.
5. I just wanted to move on and hoped I would not have to worry too much about this. I began making payments right away at the amount I had been paying prior to covid. In XXXX. I rec 'd a letter that my account was 3 months behind. I verified the payments had been made with my bank first, then went to check my loan care account online. I was locked out. I called and was told that my payments were there but " in a suspense account and it will all catch up once they are done updating deferral details. its in good standing though. There will be an escrow shortage and a statement will generate once everything is caught up for the difference. " I continued to make the monthly payments.
6. XXXX. I rec 'd a statment for approximately {$63.00} and paid it believing this must be the escrow shortage that they told me to expect.
7. 2nd week of XXXX. I rec 'd a statement showing that I am now suddenly 1 month behind, with 1 month due a week and a half ago. Plus late fees. I called in immediately. Calling is near impossible with this company. I urge you to try to get through. I was told again that the system was finally catching up and that I do owe the two payments, but the late fee was waived because it caught up AFTER the last statement went out. I asked if once I pay the 2 payments, my account would be fully caught up. I was assured it was fine and that this was the last time it would happen.
8. I got a notification from my credit reporting app stating my credit score went down last night. I looked to see it shows that Loan Care is reporting me as 30-60 days past due but does not show when. I called in again and was told that the service agent agrees it it not my fault. She will put in a " ticket to see IF they will review it. '' I had asked why I can not get into the online account. She told me that it was because the system thought I was in poor standing. She put me on hold and said that she talked to the IT team and they are going to help me get back into my account. I got on with them and was belittled and talked to like I am some kind of low life. The exact words were, " MAAM! DID YOU REALLY THINK THAT YOUR PAYMENT WAS GOING TO BE {$64.00} FOR THE ENTIRE MONTH OF XXXX? FOR A MORTGAGE? AGAIN MAAM, FOR YOUR MORTGAGE? COME ON NOW.. '' I was now furious and asked to be put back in touch with the person I just spoke to. No. I asked her to look up the statment from XXXX She refused, but did mention that the {$64.00} payment was ... .YET AGAIN IN A SUSPENSE ACCOUNT. Something very wrong is going on here and it needs to be investigated. They are getting complaints all over the place. I have never seen so many for one single company and it is high time they need their accounting practices investigated!
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| 12/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This complaint is related to XXXX XXXX/Loan Cares abject failure to handle a simple matter of changing the deeded use on my property from two condominiums to a multi-family, which was confirmed by counsel at XXXX XXXX ( loan owner ), to be a simple matter that could have been handled expeditiously by XXXX XXXX/Loan Care.
I formally complained to the Department of Business Regulation, Division of Banking in RI on this issue in XXXX of XXXX, the department is still investigating this complaint.
In XXXX XXXX ' response to the Department of Business Regulation Division of Banking, RI, dated XX/XX/XXXX, XXXX XXXX lied to the Department stating that they " ordered '' an appraisal, which had been since been accomplished and XXXX XXXX was " waiting for the results ''.
To the contrary, although after months of multiple and faceted attempts to get XXXX XXXX/Loan Care to advise on the process and to start the change of deeded use process ( reaching out to the federal government, hiring a lawyer etc., making multiple long telephone calls, filing complaints and sending demand letters etc. XXXX XXXX/Loan Care finally emailed and spoke to my counsel and I, ( XXXX ) and advised us that to proceed, I needed an appraisal from a XXXX XXXX/Loan Care approved appraiser, and that the change of deeded use could and would be handled on an expedited basis.
We were told that the appraisal would be ordered, by XXXX XXXX/Loan Care, and that the appraiser would contact me via email to schedule.
Despite many follow ups on my and my attorney 's part, the process on XXXX XXXX/Loan care had never even began. Counsel and I were told by XXXX XXXX/Loan Care ( XXXX ) and confirmed via subsequent email that the appraisal was ordered, and that the appraiser would contact me via email.
The property was never actually appraised, since I was not contacted by the appraiser despite repeated follow ups with XXXX, via email, inquiring as to when the appraiser would contact me.
I doubt that an appraisal was ever ordered, let alone put into the request process que. Certainly I was never advised as much, responses to my many queries on this issue as to when the appraisal would take place, and for a timeline for the change of deeded us to be accomplished, were never responded to by XXXX XXXX/Loan Care.
In fact, radio silence from XXXX XXXX/Loan Care on the status of the appraisal and the change of deeded use, despite promises that this would be accomplished quickly, caused me to sell the property without the benefit of the change of deeded use for a loss of {$3000.00}, given XXXX XXXX/Loan Care constant delay and obfuscation on this issue.
What is truly tragic about the personal XXXX loss, is that the woman who offered this amount to me for the home, is of XXXX, and was using FHA as her finance vehicle.
The fact that the home would not appraise as a two family, meant that I could not accept her offer her, and afford her the opportunity to own the home and become a landlord. This is a disgrace.
Below is a timeline of the written communications to and with XXXX XXXX/Loan Care on this matter, which in addition to the many calls and attempts to resolve this simple matter, indicate that XXXX XXXX/Loan Care is is a predatory lender.
Kind regards, XXXX XXXX XXXX XX/XX/XXXX Sent documents ( quit claim deeds ) to XXXX after telephone conversation.
XX/XX/XXXX Attorney XXXX followed up with XXXX and memorialized all salient point of the telephone conversation, and reiterated that the appraiser should contact me to begin the process.
XX/XX/XXXX Followed up with XXXX and confirmed that the appraiser was going to email me and that the appraisal request was made by her.
XX/XX/XXXX Followed up with XXXX, she advised me to continue to look in my email for the appraiser communication.
XX/XX/XXXX Followed up with XXXX, that I still had not heard from the appraiser, no response sent.
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| 05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX - Submitted application for mortgage refinance with XXXX XXXX XXXX XX/XX/XXXX - Initial underwriting approved XXXX - Closing and commitment letter, documents signed and approved XX/XX/XXXX - Check for first payment posted to XXXX XXXX XXXX XXXX - Mortgage is sold from XXXX XXXX XXXX to LoanCare LLC XXXX East XXXX a XXXX XXXX ) XX/XX/XXXX - First and only, Notice of Policy Expiration from XXXX Insurance sent to homeowner ( me ) and XXXX XXXX XXXX marked as " Payor '' in notice ; expiration is XX/XX/XXXX at XXXX AM. XX/XX/XXXX - XXXX XXXX - East obtains loan from XXXX XXXX ( unsure if a Notice of Transfer was sent to XXXX ) XX/XX/XXXX - Notice of Lapse sent to homeowner ( me ) with XXXX XXXX XXXX as the Mortgagee ( s ) XX/XX/XXXX - Check for first payment posted to LoanCare LLC - East XX/XX/XXXX - XX/XX/XXXX - Shopped around for new homeowners insurance, spoke to XXXXe about the lapse ; they stated they would NOT reinstate us despite the situation of service provider transfer, we would have to reapply and go through underwriting again ( despite being a multi-year, auto and homeowner customer ) XX/XX/XXXX - Purchase of homeowners insurance from XXXX XXXX and effective date XX/XX/XXXX - First notice of hazard insurance lapse/expiration received from LoanCare, spoke with customer service representative of LoanCare that XXXX XXXX insurance was in effect as of yesterday, explained refinance situation and that the lapse happened between service transfer from XXXX XXXX and LoanCare, CSR stated this was ok and now that insurance was effective situation was remedied XX/XX/XXXX - Second notice of hazard insurance lapse/expiration received from LoanCare, spoke with customer service representative who transferred to escrow department, escrow department stated that there was nothing we could do to purchase insurance for the lapsed time and that it was service provider error ; an escrow analysis would be done to ensure escrow was not under- or over-funded XX/XX/XXXX - Notice of forced place insurance being purchased from 'lapse period ' of XX/XX/XXXX ( incorrect date, date of ownership by LoanCare but policy lapsed XX/XX/XXXX ) - XX/XX/XXXX ( date of new homeowners insurance policy instated with XXXX XXXX ), despite two correspondences with Customer Care and Escrow from LoanCare XX/XX/XXXX - Talked to escrow department at LoanCare, spoke with XXXX who created Corporate Credit Request to pay for the {$430.00} forced place insurance purchase charge for the XXXX period, was apologetic and said I would be contacted with outcome in XXXX business days XX/XX/XXXX - Called escrow department at LoanCare to follow-up on XXXX XXXX XXXX ; request was denied XXXX stating XXXX contacted homeowners ( me ) about possible lapse and we did not reach out to our servicer to ensure it was paid I am concerned about how I am supposed to ensure escrow is paid when my loan was being transferred between service providers at the same exact time my homeowners insurance policy is supposed to renew. I have maintained my escrow account for years, through several service providers, purchasing of new homes, working with several companies, and never once had this issue. XXXX XXXX XXXX needs to be held accountable to make sure they did their due diligence and followed appropriate laws and regulations in maintaining my escrow account in their ownership and selling of my mortgage to XXXX XXXX - East. XXXX XXXX - East needs to be held accountable to ensure that if they received proper notice from XXXX XXXX XXXX in the service transfer that they disbursed escrow appropriately. It appears that one or the other, or both, did not handle our escrow account in accordance to federal laws and regulations. I can not get a straight answer from XXXX - who tells me it is the mortgage companies fault, or from the mortgage companies - who tells me XXXX should have received notice and they missed it.
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| 03/14/2019 |
Yes |
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- Trouble during payment process
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Web |
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My issue is in regards to my escrow account and an increase of my monthly payment. My monthly payment is increasing from {$1000.00} per month to {$1100.00} effective XX/XX/XXXX. I do not understand why this is the case because the numbers simply are not adding up.
First off, my property insurance decreased from {$2700.00} on XX/XX/XXXX to {$1500.00} on XX/XX/XXXX. To account for that difference, I received a refund from my insurance company which I then put into my escrow account in the amount of {$1600.00} on XX/XX/XXXX ( total mortgage payment that month was {$2600.00} ). Also, my annual property taxes only increased {$16.00} from XXXX to XXXX. Considering the significant decrease in insurance and only a minimal increase of the property taxes, it does not make sense that I now have a $ XXXX/month increase.
Also, there are several other escrow advance payments and repayments that are showing as taken out each month that I never authorized and should not have been taken out of my escrow. The only items that my mortgage payment should consist of are the principal & interest, property insurance, property tax, and the PMI.
In addition, there are several different amounts listed for the escrow shortage. In one place, it says the shortage is {$270.00}. In another spot, it says the shortage is $ XXXX/month. The actual escrow balance shows as {$0.00}. So once again, the numbers are not consistent or adding up. And even if the shortage amounts are correct, it does not amount to an increase of $ XXXX/month of my monthly mortgage payment amount.
Furthermore, the PMI is another issue. The year to date shows that {$390.00} has already been taken out for the PMI. However, the monthly breakdown shows only {$17.00} should be taken out each month. So once again, the numbers are not adding up.
I normally receive notification in the mail explaining any increase in my mortgage payment, but I did not receive any notification or correspondence regarding this as I have in previous years. I contacted LoanCare and they stated the escrow analysis was later than usual, but I should receive notification by the first week of XXXX. I never received anything.
I contacted the company ( LoanCare ) again on XX/XX/XXXX to clarify why the payment was increasing so significantly and why I hadn't received any notification. There was no clear explanation given as to why I didn't receive notification. In regards to the payment increase, I was told the first time by XXXX on XX/XX/XXXX that the account was being marked for a 2nd look/reanalysis and to call back the next week. I called back to follow up on XX/XX/XXXX and spoke with XXXX who stated once again that the account had been marked for another look and to allow more time for the account review/reanalysis to be completed. I contacted the company yet again on XX/XX/XXXX to follow up and was supposed to receive an email explaining the rationale behind the $ XXXX/month payment increase. The document I received was already accessible online and did not provide any explanation in regards to the payment increase.
The bottom line is, I need a clear answer as to why the numbers are not adding up and why my payment is increasing $ XXXX/month. Several unsuccessful contacts to the company have been made regarding this and each person I have spoken with has told me something different regarding the numbers. One person I spoke with on XX/XX/XXXX ( XXXX ) even said there had been no escrow analysis done since XXXX??
Attached are some documents I was able to obtain from the company website as I did not receive an annual statement for XXXX. The documents will further illustrate the discrepancies previously mentioned.
This has been a big hassle and extremely frustrating process. Any help in receiving further explanation/clarification regarding this issue would be greatly appreciated.Thank you in advance for your help!
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| 11/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was sold to Loancare almost immediately after I closed on my condo and it has been a year-long nightmare. Up until now I have been able to resolve issues directly with this company, but I am now at a dead end.
I believe that Loancare illegally forceplaced me into an unnecessary insurance plan ( s ), an action for which they have previously been sued. ( see attachment on class action lawsuit as well as another attachment where loancare was penalized for deceiving consumers ).
I received two letters from Loancare dated XX/XX/19 stating erroneously that there is no flood coverage on my property and also that " comprehensive windstorm '' insurance has expired and they plan to purchase this unless I purchase an additional plan. ( see attached ) I immediately contacted my homeowners association who sent copies of the comprehensive flood and hazard policies that cover, among other things, wind damage. ( see attached ) I received a letter from Loancare dated XX/XX/19 stating the flood and wind coverage they ordered " on my behalf '' have been cancelled. ( they could clearly see my flood/wind coverage is more than sufficient ). ( See attached ) I received another form letter from Loancare dated XX/XX/19 stating my flood coverage is insufficient. ( see attached ) I sent letter to Loancare on XX/XX/19 requesting clarification regarding their confusing and contradictory correspondence. ( see attached ) On XX/XX/19 I called Loancare on another issue : they took money out of my escrow on XX/XX/19 to pay my condo insurance that was due XX/XX/19 and did not pay it. I spoke to XXXX who stated check was sent. I also asked her if the issue with my flood insurance was resolved and she said it was not her department, that I needed to speak to the insurance department. I asked her to please lodge a complaint that I have still not received substantive response regarding my letter that was sent XX/XX/19.
XX/XX/19 I received a call from XXXX at Loancare insurance department stating they did receive my flood and hazard insurance, and it appears my coverage is sufficient. I advised her that I would hold off on filing complaints with regulatory agencies as she stated they are resolving my issue.
XX/XX/19 I checked my email and noted and email from Loancare dated XX/XX/19 stating they took {$20.00} from my escrow for " earthquake/other hazard insurance ''.??? ( see attached email ) XX/XX/19 I signed into myloancare.com, and it appears that I have been forceplaced into earthquake, flood, hazard and " other property '' insurance. ( see attached printout ) XX/XX/19 I called Loancare again, finally got a rep on the phone named XXXX who stated she could not see anything about earthquake insurance but stated it did appear I was forceplaced into flood insurance. Advised XXXX that Loancare previously confirmed they received copies of my flood/hazard insurance and sent me a letter indicating they would NOT be forceplacing me into additional policies. XXXX stated she would put me on hold while she looked into this, and then she disconnected the call.
I called back, spoke to another rep named XXXX who stated she would " only see that there is a charge for {$20.00} for flood insurance ''. I advised her that I previously received letter from Loancare stating they cancelled the flood/wind coverage they ordered " on my behalf '' as they were forced to admit that my policies were sufficient. She indicated there was not much she could do.
I also called my homeowner 's association and was advised that no other homeowners have been illegally forceplaced into unnecessary insurance plans.
I would have NEVER chosen this company, but am FORCED to deal with them because my loan was sold. I plan to file complaints with as many regulatory agencies as I can find, and will eventually file suit against them if they do not immediately refund my money and stop this nonsense.
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| 05/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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RE : Property address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX with Loan Care - transferred to XXXX XXXX in XX/XX/XXXX Owners : XXXX XXXX XXXX ( myself ), and my daughter XXXX XXXX XXXX 1 ) After transfer of my loan to XXXX XXXX, the company has force placed Flood Gap Insurance, thus increasing my payment by {$69.00} ; from {$1500.00} to {$1500.00}.
2 ) When I contacted them to inquire, they told me my HOA doesn't have adequate coverage, and does not meet the FEMA guidelines, even though the HOA XXXX XXXX HOA has a current XXXX XXXX Flood dwelling pol # XXXX for {>= $1,000,000}. This is an increase of over {$200000.00} from the previous year.
3 ) The company did adjust my payment amount, however it only went down by {$20.00}. There is still an increase in my payment of {$49.00}. ( {$49.00} x 12 mths = and increase of {$590.00} annually. ) It can not be from my taxes, because my taxes from XX/XX/XXXX to XX/XX/XXXX have only increased by {$69.00}, so it can't be from that. I don't know why they have charged me so much extra.
4 ) Whenever I call this company to inquire about something, the hold time is sometimes an hour long. Then I get transferred everywhere without ever having a resolution to my problem. I'm often told different thing. I don't know what the first adjustment was for, but as mentioned was able to get about {$20.00} removed from the increase in payment.
5 ) I decided to pay {$10000.00} on the principal in order to lower the amount so I could get the PMI payments of {$210.00} removed from the loan, but I'm 1 % shy of getting to the 80 % LTV. But when I contacted them requesting to have the PMI removed, I was sent correspondence telling me that I have to have my loan paid down to 75 % LTV before they can remove the PMI. I thought that the Homeowner 's Protection Act of 1998 said that there needed to 80 % Principal paid in order to have the PMI. Doesn't that still apply, or does each company make up their own rules for that act?
6 ) How is the 80 % calculated? My purchase price was {$240000.00}, and my principal is {$200000.00}. According to my calculations, if I pay down another {$2600.00} on the principal, then I would be at 80 % ( XXXX=80 % ). Is this the right calculation for the 80 % to be satisfied?
7 ) Another thing I have asked the company for is a copy of the declaration page for additional flood gap coverage on policy # FL {>= $1,000,000} that they have placed upon my condominium. They have never sent one. Doesn't the consumer have a right to get a copy of the declaration page for something that they are being charged for?
8 ) The company also charged me a late payment of {$25.00} when I had made a payment over the phone on time, since the payment I had mailed in had not been applied by the deadline. This was during the time that the company was transferring over from one lender name to another, and I think they were back-logged so a lot of payments were probably not processed on time. This double payment withdrawing from my account caused my mailed payment to be rejected by the bank, and they charged me for it, even though I told them that by having to make a phone payment since my payment hadn't been applied, the one I mailed in I'd be placing a stop payment on it. They eventually did refund the {$25.00}, and this should not have caused a late payment on my account, since there never has been one late.
I am very upset about this whole situation, the lack of good customer service, and I wonder how many other consumers besides myself have been affected by their payments going up by at least {$600.00} annually. This is not an ARM. I have a 3.875 % interest rate on my loan. There is no reason they should be allowed to get away with this. I hope by making a complaint to your organization, that you can help me along with perhaps many other homeowners who may have been affected.
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| 06/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi I purchased a home in XXXX of XXXX for {$290000.00} At the time my PMI payment was {$230.00} per month.
The home value decreased under the purchase price, but I was able to refinance in XXXX under the HARP program to get a lower rate on the mortgage. This refinance was done with quicken loans.
The PMI continued on at {$230.00} per month after the refinance.
My reading of the XXXX provisions is that it required the the lender to at least preserve the original terms of the PMI agreement. essentially giving me the credit for all the PMI I have paid in over the prior years. PMI is an insurance contract to protect for the risk of default ... The Harp program required that original PMI contract be enact post refinancing.
This was not done .... The original PMI agreement was not taken into account. The Loan was reset with a significantly lower XXXX .... I was not made fully aware of the XXXX evaluation at the time of the refinance and the Impacts that this would have on future PMI.
What occurred under the HARP refinance program was unethical and blew up provisions of the Homeowners Protection Act, meant to safe gauge homeowners from excessive PMI.
By drastically dropping the Original Purchase price from XXXX to XXXX, this violated sections of the Homeowners Protection Act meant to save homebuyers from excessive PMI. By starting these loans with a loan to value ration of 125 % this violated the homeowners protection act Automatic Cancellation provisions and created a situation where the the 80 % loan to original was only achieve through the collection a huge amount of excess PMI.
I have continued to pay a very high rate of {$230.00} per month ... and am in my 165 month paying this ... with no end in site. approaching {$40000.00} in total payments.
Allowing lenders to Reset the PMI automatic cancellation clock, and setting the XXXX at an artificially low amount, is a gross abuse to the homebuyer, and in conflict with the safeguards set up in the Homeowners Protection Act.
All lenders holding such PMI policies for XXXX refinanced loans, should be asked to cancel the PMI immediately. The original Home refinance in XXXX was done through XXXX XXXX, I believe this where the mistake occurred ... I Have been on the phone with their top tier of support to review the issue. They were not feeling like a mistake was made.
I need to understand what was intended in the XXXX program ... it mentions that the original terms of the PMI agreement were to be preserved .... I take this to mean that the lender should not have wound the XXXX clock back to 125 % they should have used the original purchase price. Otherwise the entire Harp program was a shell game to collect more PMI and make money off of unsuspecting people who found their homes XXXX in at temporary low point, that did not allow them to take advantage of the prevailing low rates.
The loan is now in possession of Loan Care LLC .... I have described the situation to them also, but they are not willing to resolve it by adjusting the original purchase price to {$290000.00} and letting the automatic 78 % XXXX provision kick in.
We should not have to incur the cost and headache to have the home appraised to eliminate PMI .... We should be afforded the same automatic cancellation provisions in Homeowners Protection Act. We should not have had our home re-assessed at a very low point to cause the the PMI automatic provision to extend way way beyond the original contract. The entire premise of the automatic cancellation provision of the homeowners protection act is to prevent the extending out of the PMI contract based on increased risk associated with the drop in FMV ... .. I feel like that protection has been bypassed in my case .... Given the huge financial impact this could have on the homeowner none of this was properly disclosed in the XXXX refinance process.
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| 07/02/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/XXXX of last year my husband and I separated with the intent to divorce. My mortgage began to fall behind, and I reached out to Loancare for options on saving my home. They advised me to submit a loss mitigation packet, in which I did. The first packet was submitted on XX/XX/XXXX. My point of contact for this packet was a XXXX XXXX XXXX. I was informed that some things were missing from the packet, and I resubmitted the missing documents via email on XX/XX/XXXX. On XX/XX/XXXX, the packet was approved for a double mortgage payment. I was sent all this via email by XXXX XXXX. I was also told that for the next 6 months those were my payments and that something would be coming in the mail to sign. Mind you I live literally 10 minutes from Loancare. I NEVER received the document. I started the payment plan, and got to month two. Sent them the second payment, they accepted it. A week later I get a CERTIFIED letter telling me that I had been taken off the program due to not signing the document. The document that I never received. So immediately that is a breach of contract on their end. Clearly if the document had been received it would have been signed and sent back to them. This letter of removal came certified, much like that form they needed me to sign should have came. But they ensured that I received the letter of me being taken off a program that I still had been abiding by. To make matters worse, they knew when they accepted that second payment that they had taken me off the program. I was told my only option was to resubmit another loss mitigation packet. I was already 6 months in default. I submitted the SAME packet I submitted for the first payment plan that they approved. This happened on XX/XX/XXXX. I was emailed on XX/XX/XXXX in regards to providing a copy of my social security XXXX award letter. Keep in mind I do not get social security XXXX my husband and I receive VA XXXX. Both award letters are included. I spoke with my single poc on XX/XX/XXXX about this, he requested a copy of my husbands residential lease to his other home he owns, in which that was forwarded on XX/XX/XXXX, XXXX XXXX cc 'd the processor as well. The email strand makes it clear and concise that we did not and do not receive social security but VA. We would call weekly to see the status of the packet. On XX/XX/XXXX, I emailed my single POC asking for an update, no response. On XX/XX/XXXX I called to ask for a status update, and was told that it was going to underwriting. I also have a VA representative who has been in the loop, speaking with loancare, requesting status updates. On XX/XX/XXXX I called for another update. I was than notified that it was still processing. I questioned extensively why, seeing as we were JUST on a program, the SAME paperwork was submitted, and I was told on XX/XX/XXXX that it was going to underwriting. I than spoke with a supervisor in Loss Mitigation, and was told she would escalate the loan. This was on XX/XX/XXXX!!! I than immediately called my VA representative, where he informed me that on XX/XX/XXXX, foreclosure proceedings began. The rep than informed me that he was on it and will be extensively trying to get answers. On XX/XX/XXXX an appraiser called to schedule and appointment. She told us this was for the modification. On XX/XX/XXXX she came out, did the appraisal. Something did not sit right with me, so I called Loancare once she left. Only to be told that nobody was assigned to our case any longer because we had been denied on XX/XX/XXXX. They denied us because we did not provide them our social security XXXX award letter. WE DON'T GET SSI!!! This was explained SO MANY TIMES BEFORE. I called my VA representative, and they informed me that he has YET to get a response from loancare. I don't know what to do at this point. They have cheated us and stalled us, and they are incompetent beings.
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| 01/20/2018 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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In XX/XX/XXXX, my mortgage was sold from XXXX XXXX XXXX XXXX to XXXX XXXX. I bank online through XXXX XXXX XXXX. When I added information on XXXX as a " New Payee '' the online information defaulted to " LoanCare Servicing Center. '' I assumed that was an arm of XXXX and I proceeded to input 12 monthly payments to pay electronically on or around the XXXX of each month ( depending on payday ). This was done on XX/XX/XXXX.
I did n't give it another thought until I returned to XXXX from a XXXX trip and opened a letter ( dated XX/XX/XXXX ) from XXXX XXXX indicating my XX/XX/XXXX payment had not been received. I immediately went to my online banking portal and saw that the check was electronically delivered and processed on XXXX. I called XXXX XXXX on XXXX and the Customer Service representative indicated that LoanCare Servicing Center, while servicing some of their loans, was not servicing my loan. I explained how I loaded the information via my electronic banking route and we discovered that payments were being sent to an erroneous payee. I then called XXXX XXXX to inquiare why XXXX XXXX XXXX XXXX appears when XXXX XXXX is added as a payee and, essentially, was told I had made a mistake.
Unfortunately, not only had the XXXX payment been processed and cashed by XXXX XXXX, but my XXXX payment had also been processed and cashed on XXXX.
On XXXX I began the odyssey to attempt to regain the {$3800.00} that XXXX XXXX processed for a loan they do not service. I was unable to reach them on XXXX, apparently " due to severe call volume. '' On or about XX/XX/XXXX, I made contact and a CS rep, after I had explained what happened, gave me an email address to send my issue to and to then be assigned a ticket number. At that point, I was told I 'd be given a ticket number.
Ultimately I received an email with ticket number XXXX. This was assigned XX/XX/XXXX. The letter indicates duplicate entries may prolong resolution so I waited patiently. As of this day, XX/XX/XXXX, I remain in limbo ; however, I have called XXXX XXXX on four separate occasions. The first 10 minutes of the call typically require me explaining to the CS rep that they do not hold my mortgage and that two payments were incorrectly sent and processed by their company. The response typically is " I ca n't help you if you do n't have a mortgage number or if your social security is not in our system. '' I explain again that neither will be in the system as they do n't service my loan. I painstakingly explain that I have a ticket number and am met with the same response, which is they need a mortgage number. Then they begin to understand the situation.
The second phone call, the CS Rep said " I do see those payments and it looks like they went to somebody else 's mortgage. I 'll send that to a supervisor and they should be able to clear it up. Whoever got those payments must think it 's a great XXXX present. '' The third CS Rep ( XXXX ), was very friendly and understood that I was out {$3800.00}. However, she said she could n't locate any loan in the system and could n't see my payments. I explained that the prior week I had given my XXXX XXXX loan number to a CS Rep and they indicated there was a mortgage with that same number. This time, the Rep said she did n't see that number. I gave her my ticket number and told her that files were attached showing bank statements, confirmation numbers of payments etc ... using that ticket number she found my information and indicated she 'd forward to a supervisor named " XXXX. '' This call was on Friday, XX/XX/XXXX.
I have not heard anything from the company since that phone call.
In summary, XXXX XXXX XXXX XXXX has processed two checks totalling {$3800.00} for a mortgage they do not service. The first payment was processed 60 days ago, the second over 30 days. I am asking for your assistance for an expeditious refund.
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| 10/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/2020 I changed insurance carriers for the property associated with this loan. In that process, I paid the annual premium to the carrier. XXXX XXXX, who then sent the information to LoanCare indicating that they were insuring the property. Although the premium had already been paid, LoanCare incorrectly paid the premium again.
Prior to this transaction, and unknown to me, they had already paid the annual premium to the former insurance carrier. Ultimately, that premium was returned to me.
However, as a result of incorrectly paying the premium on the new policy, the low escrow balance triggered a new analysis of the escrow account resulting in an increase in the escrow and thus the payment of {$51.00}.
XXXX. As soon as I received my XXXX statement and found the increase, I called LoanCare to get an explanation and get the problem resolved. The customer-no-service personnel were less than helpful. The first person I talked to, XXXX, would not listen and could not comprehend the situation so I requested a supervisor. I was put on hold for over 40 minutes at which time the call was disconnected.
I called back and spoke to XXXX in the insurance area. She indicated that check number XXXX had been sent to XXXX and had been cashed so they could not stop payment. She indicated that as soon as XXXX realized that the payment had already been made, they would refund the payment. However, I found out later that XXXX never received the check.
XXXX. I called to get an update on the status of the refund. After being on hold for over 50 minutes, I spoke to XXXX. She was no help. She could not provide any pertinent information or status.
XXXX. I called to get an update since it had been a month since my original call. I got a recording and requested a call back.
XXXX. I received a call from XXXX, a resolution specialist. He was not able to help, so I requested a supervisor. 53 minutes later XXXX XXXX came on the line. She could not provide a solution, but said she would research the issue and call the next day. She did not call back.
XXXX. I called and spoke with XXXX and asked to speak to XXXX XXXX ( manager ). I was told he was busy, but would call within the hour. He never called.
XXXX. I received a call from XXXX XXXX ( XXXX ). He indicated that he would be my point of contact going forward and would keep me posted on the status. He said that he had the cancelled check showing that XXXX had cashed it. I stated that I expected the account to be corrected retroactively as if this error had never occurred.
XXXX. Having not heard anything in weeks, I called Mr. XXXX. I left a voicemail but did not receive a call back.
XXXX. Having still not heard anything, I called Mr. XXXX again. I left another voicemail but did not receive a call back again.
XXXX. I received a call from Mr. XXXX telling me that the funds had been deposited into my escrow account.
XXXX. I left a voicemail for Mr. XXXX reminding him that I expected the account to be corrected retroactive to their error in making the payment to XXXX, as I had requested above during our initial conversation. He never responded.
XXXX. I left another voicemail for Mr. XXXX, but he has to this day not responded.
As recently as the XXXX statement, the account has not been corrected. The additional {$51.00} per month should have been going to pay additional principal which would reduce the interest expense for the remaining term of the loan. The increase is escrow was an inappropriate adjustment based on the error LoanCare made in paying a premium that had already been paid, and then taking almost 3 months to finally replenish my account. However, they have not readjusted the payment nor have they retroactively corrected the account.
I request your assistance since LoanCare has refused to fix the problem to my satisfaction and are ignoring my calls.
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| 01/05/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I already submitted CFPB complaints for both XXXX XXXX ( # XXXX ), as well as LoanCare ( # XXXX ) related to my mortgage. See attached complaints as reference. These complaints were related to XXXX 's mishandling of my mortgage account by failing to properly process my COVID forbearance/loan modification, and then reporting my loan as delinquent when I had at all times paid my loan and on time, and then selling my loan to LoanCare before they fixed the problem, including misrepresenting to LoanCare that my loan was delinquent. THAT problem has now been fixed - LoanCare offered me a loan modification to cover the period of XX/XX/XXXX to XX/XX/XXXX, and as of XX/XX/XXXX my account has gone into repayment via auto-debit. See attached loan modification docs, including loan modification summary, as well as proof of my mortgage payment since XX/XX/XXXX.
However, now LoanCare, despite not even acquiring my loan until XX/XX/XXXX, falsely reported to the CRAs that my account was XXXX delinquent for XX/XX/XXXX and XX/XX/XXXX a period of time that is covered by my forbearance, including : To XXXX XXXX reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX and XX/XX/XXXX see attached documents XXXX or other CRA reporting unknown This is a violation of the CARES Act, yet despite my direct attempts to get LoanCare to correct any negative reporting to the CRAs, they refuse to do so. After my call to them in XX/XX/XXXX requesting that they immediately fix the negative credit reporting, I received a letter response telling me that they refuse to take any action see attached. I asked the person I spoke with to take personal responsibility for seeing the issue through and staying in contact with me until it was done, however, she advised me that she could not do that nor could she let me speak to anyone who could.
Today ( XX/XX/XXXX ) I spoke to another escalation member who refused to take any action on my behalf claiming that because XXXX sent my loan to them as delinquent they will not change any negative credit reporting, despite the fact that I explained that these issues were already the cause of multiple CFPB complaints that have since been resolved. This representative XXXX would not allow me to speak to anyone else to escalate my complaint, and she said I would receive a call back however in past all this means is that I will get an automated message from Loancare to call their customer service line, but no one from LoanCare has EVER called me directly despite multiple requests I have made for this. I tried to call the XXXX XXXX XXXX XXXX at XXXX, but they will not allow you to be connected with anyone nor will they allow you to leave a message. The extension they give is # XXXX, but it is not possible to reach anyone there, and it cuts you off/drops the call before you can leave a voicemail. From the number of times Ive interacted with LoanCare I very much think this is intentional. I very much think this company needs to be investigated for fraudulent business practices and the intentional mishandling of customer issues.
My requests : ( 1 ) LoanCare to report ALL past payments as made on time and correct any negative reporting/reporting of delinquent payments, and to do so immediately as I am in the process of trying to refinance my home and can not do so with this false reporting on my credit reports.
( 2 ) I would like information on how to pursue a cause of action/compensation against LoanCare for their knowing violation of the CARES act, conduct which has prevented me from being able to refinance my mortgage loan which has a monetary impact on me, as well as compensation for the pain and suffering I have endured because of LoanCares mishandling of my mortgage account.
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| 02/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage loan is being serviced by XXXX XXXX and Loan Care. I have been trying to fix things with this company since Covid and other circumstances made it difficult to pay my mortgage payment to them. Now I am facing a foreclosure sale date in the next month. My family has owned this house for over 50 years, and I grew up here and put the home in my name in XXXX. I have a good XXXX XXXX loan and never had any problems making the payment in the past. During the pandemic XXXX XXXX worked with me and told me there was a forbearance program so they were OK if I could not make the payments. But since Covid ended I have been trying to get them to review the paperwork I send to them but they continually say they are missing things or I did not sign and date in the right place or that the documents I sent in three weeks ago have expired. I feel like they are making it very hard to be reviewed for help and I just found out in court that they want to sell my house. I received a letter from Loan Care in XX/XX/XXXX stating that I qualified for the XXXX XXXX flex modification and that details would be coming soon. In XX/XX/XXXX I received a letter stating that I was approved for the XXXX XXXX flex modification and that I would soon receive the payment information and new terms along with paperwork to sign. However, this information was never sent to me. A couple of weeks later I received a letter that contradicted the approval. It said that I was denied for assistance options because my package was incomplete. This made no sense and I believe that Loan Care intentionally denied me access to programs that I qualified for. I have included copies of these confusing letters.
I am frustrated because I am back on my feet financially and want to fix this and pay them but they have not reviewed the most recent financial information. I began having problems several years ago when I got divorced. There was a very nasty custody battle and I spent lots of money on legal fees because I wanted to be sure that my son was taken care of. Due to these extra expenses and time missed from work I applied for a loan modification in XXXX which lowered my payment and interest rate. I paid as agreed on this modification for several months. I had started a construction business and we were struggling to get the business off the ground. I was still working for the fire department at that time and on one of our calls there was an explosion of fireworks that killed one of my co-workers and resulted in major trauma and hearing loss for me. I had to go through XXXX therapy and this put a stranglehold on the business and also lost hours while I went through the process of recovery and insurance.
Just as I was getting my business back on track Covid hit New Mexico and most of the construction jobs that I had lined up got cancelled. At this time Loan Care took over the servicing of the loan and I spoke with them frequently regarding my financial struggles from the pandemic and they told me it was OK and I could skip the payments for now. In late XXXX I applied for help and as I explained they told me in writing I was approved, but never sent the paperwork. I continued to attempt to get a review completed of my current finances but kept running into obstacles with Loan Care. I was always told that documents were missing or the information was not complete so instead of helping me find a path to save my home and resume payments I now face foreclosure auction. I own a construction business that was devastated during Covid but is now doing well again and I have a firefighters pension also, and my wife XXXX also works full time. We feel that we deserve a chance to be reviewed for all Fannie Mae programs or other programs put in place for business owners who got crushed by Covid to get back on track with their mortgage instead of losing my family home.
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| 02/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I submitted a request to my mortgage servicing company, LoanCare, for the termination of my Property Mortgage Insurance ( PMI ). The request was submitted because my property value has significantly increased thereby enabling the " Loan to Current Value '' ratio of my mortgage to be less than 80 %. which is the qualification that Loan Care says must be met for the termination of my PMI. After I submitted my request, LoanCare sent me a letter indicating that I needed to get an property assessment ( see attachment ). They offered me XXXX options to get the assessment done, BPO ( Broker Price Opinion ) for {$150.00} or a Standard Appraisal for {$320.00}. I chose the BPO option and made the non refundable payment to LoanCare. Please note that the BPO determines the " CURRENT VALUE '' of my property which is the determining factor that LoanCare stated it would use to determine PMI termination eligibility ( see attachment ). I received a call from the BPO representative, set an appointment and the representative came to my property and did a thorough assessment. On XXXX I received a letter from LoanCare indicating that the BPO assessment had been done but I was determined to be INELIGIBLE for the termination of my PMI. I telephoned LoanCare regarding their decision and I was informed that the BPO assessment was not utilized in their evaluation but rather a Property Value at Origination ( PVAO ) of the loan amount was utilized ( see attached document ). Please note that the PVAO amount ( {$400000.00} ) is considerably less than the BPO assessment amount ( {$450000.00} ). LoanCare told me that if I wanted to proceed with terminating the PMI I would have to pay down the mortgage loan balance in the amount of {$16000.00} OR I could request and pay for the standard appraisal ( {$320.00} ). I questioned this determination. I asked the LoanCare representative the following : XXXX. Why wasnt the BPO assessment that LoanCare offered me to get ( and I paid for ), why wasnt it utilized in the evaluation. The BPO assessment amount came to {$440000.00}. The " Property Value at Origination '' amount is {$400000.00}. The LoanCare representative said that she didn't know why. If LoanCare would have utilized the BPO, I would have definitely have been determined to be eligible for PMI termination. Also, I informed the representative that LoanCare DID NOT indicate in their initial letter sent to me dated XX/XX/XXXX, that the BPO would NOT be considered in the evaluation process. If I knew that it would not be considered, I would not have paid for and elected to utilize that option for the appraisal. XXXX. Why wasnt I initially informed that the " Property Value at Origination '' amount of {$400000.00} would be used to determine my eligibility for PMI termination rather than the BPO. The PVAO was not mentioned in the XX/XX/XXXX letter that LoanCare sent me. The LoanCare representative said she did not know. The LoanCare representative again stated that if I wanted to get a full appraisal, I would have to pay {$370.00}. I asked the representative the following : XXXX. If LoanCare did not used the BOP in the evaluation why would the company use the full appraisal amount in the evaluation instead of the Loan at Original Value amount? She could not answer that question either and stated that my request would be further reviewed. Finally, LoanCare stated that my Property Value at Origination is {$400000.00}. However, on my dashboard on LoanCare 's website it indicates that my Original Loan Amount is {$350000.00}. Obviously, LoanCare 's evaluation and determination of my request for cancellation of my PMI insurance was totally incorrect if not fraudulent. I am asking that my application for termination of my PMI be granted and that I be reimbursed for any overpayment that I am due. Thank you for your time in reviewing this correspondence.
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| 05/19/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On or before XXXX XXXX , XXXX , I observed online in th e Escrow section of my mortgage account a change in th e escrow payment due in XXXX of this year for my taxes. This amount was lower than the amount being withheld for the tax payment. The original amount of about {$3300.00} had been reduced to about {$270.00}. Yet, the same amount was being withheld each month. I contacted my servicer ( Loancare ), the a utomated prompt also recited the lower amount due in XXXX of about {$270.00}, and was instructed to co ntact my county property tax office to obtain written a proof of the current tax amount to effect the necessary changes to the amount paid monthly. I went to my local tax office and obtained the proof of homestead exemption and estimated taxes for the year. The paperwork was uploade d to my Loancare a ccount and gave a call to customer service to confirm the receipt of the documentation. Originally, I was told the review of my account would take 5 days. I called a week later for an update and was told I should have been told that this review was slated for closing on the XXXX of XXXX . On XXXX XXXX I went into my county code office to obtain a permit for w ork to be done on my property and was told I had an outstanding tax bill, that bill as I discovered would be past due after that day. I con tacted Loancare to enquire as to why the bill was unpaid and was informed, that I was responsible for its payment because the loan was transferred to then in XXXX of last year. I went and paid the tax bill and followed up with Loancare abou t the tax escrow account. Once I called the automated prompt now reflected an amount due of about {$3300.00}. I asked the representative as to why there was a new increase in the projected escrow tax payment and was told that amount has always been the amount reflected on my account. To this day after another XXXX phone calls, asking to speak to a supervisor and being told it would be investigated. No one at Loancare c an account for the change in amount from {$3300.00} to {$270.00} or from {$270.00} back to {$3300.00}. According to their statements, the account has never changed and I will have to wait until XXXX for any changes to the escrow account. I have further been told there has never been any changes in my escrow tax amount, even with me explaining the original representative I spoke with and the subsequent representative verified the amount of about {$270.00} due in XXXX . I have been told before that my complaint and inquiries will garner a return phone call, XXXX that I have yet to receive more than a month later. I contacted customer service today and no one still can account for the change in my account and being told I will now receive a call later today. I am very troubled with the recording keeping at Loancare and being a XXXX veteran I 'm very scared that their mishandling of my account may cause further financial hardships in the future. The extra payments I am currently paying even when refunded will not account for the interest currently accruing on my mortgage. This is a loss I now will have to take because of their poor servicing of my account. I understand their statement that estimated taxes can not be taken into account until actually billed. However, the change was already reflected in my account and subsequently changed after I request ed Loancare to also adjust the amount they were still billing me each month to coincide with the new amount. They, in my opinion, validated my claim of tax reduction by effecting that change before I was even aware of my finalized homestead exemption application. They reduced my taxes and when called in about the amount being billed not correlating with their own file, I was asked to provide proof and then the amount was changed while now asserting it was never changed.
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| 06/02/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Last year I went through bankruptcy ( Chapter XXXX ) and I affirmed my mortgage. My loan was through XXXX at the time. My bankruptcy was final in XXXX XXXX and my husband was still out of work so I contacted XXXX to discuss options. I started a loan modification. I was to not make a payment in XXXX, then make XXXX payments at the loan modification amount, then my loan modification would be finalized. I made each payment in full on time. XXXX then sold my loan to LoanCare. During the time that the paperwork was being transferred, I was told to make payments to XXXX, which I did through XXXX XXXX, XXXX. I contacted LoanCare in XXXX XXXX after receiving a statement showing that I owed the original amount of my loan and was connected to bankruptcy/loss mitigation. I spoke numerous times with a loan specialist and finally received my final loan modification paperwork XX/XX/XXXX, which my husband and I signed and promptly returned. The Deed of Trust and Assumption of Loan were filed with the XXXX County Recorder 's office on XXXX XXXX, XXXX. Keep in mind that I have faithfully made my loan modification payments this entire time and kept getting notices from LoanCare stating that payments in an incorrect amount were due. When I called LoanCare each month they told me to disregard the notices, that they are automatically generated and are not reflective of what is in their system. I have repeatedly requested that they update their system and stop sending me incorrect notices. Throughout my entire time with LoanCare I have not been able to log onto their system because the system is not updated and I have the option of paying {$15.00} extra to make a pay-by-phone payment or mail a check. In XX/XX/XXXX, to avoid paying the extra {$15.00} I mailed a check to LoanCare using the address on the incorrect statement that they sent me. I mailed my check approximately a week prior to XXXX XXXX. I then watched my bank account. After not seeing the check post on the XXXX, I contacted LoanCare - of which the representative said that my check had not been noted as received, but it may be because I was supposed to mail it to a different location and if the check was received at the address on the statement, my check would have been forwarded to another location for processing due to my account marked as loss mitigation. My check cleared a couple days later. Last month a man was walking around the front of my house taking pictures of my home. My neighbor contacted my husband ( who was home ) and my husband went outside to speak to the man. He stated he was taking pictures for LoanCare - why are they taking pictures of my home without informing me and what are the pictures for? This morning I called to make my XX/XX/XXXX payment. I first called and was told that I needed to speak to someone in bankruptcy but they were in a meeting and I needed to call back in 1/2 hour. Then I called back and the representative stated that I did n't need to speak to bankruptcy, that she could accept my payment ( of course with the {$15.00} extra fee ). I again complained about the incorrect statement. She again stated that the statement is automatically generated and to disregard. I became angry and requested that I be put through to the person that handled my loan modification because their computers should surely be updated by now and I am done receiving incorrect statements and sending my money to a company that obviously does not communicate between the different departments. I left a message for loss mitigation department ( the person that handled my loan modification ). Before I received a responsive telephone call, I received a call from a debt collector - XXXX XXXX - regarding my LoanCare loan. I am concerned that LoanCare is misappropriating my payments, sending me false statements and may attempt to sell my house out from under me.
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| 12/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Issues : These three issues have not been resolved since XX/XX/19.
1. LoanCare has not refunded me {$230.00} that they erroneously took from my account on XX/XX/19. My correct mortgage amount is {$2100.00} and the incorrect mortgage amount that LoanCare is charging me is {$2300.00}.
2. LoanCare is not reflecting my correct mortgage payment to be {$2100.00}.
3. LoanCare has not corrected their erroneous and undocumented property tax estimate of {$10000.00} to the correct and documented estimate amount of {$3200.00} which is causing my monthly mortgage due to appear higher than what it should be.
History and attempts for resolution On XX/XX/19 I closed on a new home. XXXX XXXX was my original lender. Shortly after my mortgage was sold to LoanCare.
On XX/XX/19 LoanCare officially became my mortgage/loan processor On XX/XX/19 LoanCare incorrectly withdrew {$2300.00} from my checking account.
On XX/XX/19 I called LoanCare to report this error and asked for a refund of {$230.00}. My mortgage payment on my statement and closing documents is {$2100.00} and LoanCare erroneously withdrew {$2300.00} On XX/XX/19 I was told by LoanCare ( XXXX - Customer Rep ) that {$2300.00} was taken out due to an increase in the property tax estimate. LoanCare is estimating my property tax at {$10000.00} and has no proof to validate the logic of their estimate. I referred Loan Care to my closing documents and current tax bill and stated my loan is brand new and the property taxes are {$3200.00}. LoanCare stated the best and fastest way to resolve this is to cancel my escrow account. I agreed and submitted a request to cancel the Escrow account and pay the property tax and home insurance on my own. I was told this request would be completed in a 2-5 business days.
On XX/XX/19 I called LoanCare and XXXX ( Customer Rep ) told me the request was not complete and I was told the request to cancel the escrow account would be reviewed by XX/XX/19.
On XX/XX/19 In attempts to resolve the review to cancel my escrow account in the 2-5 day timeframe I was originally told I spoke with Manager ( XXXX ), she was unable to help and assured my the review would be complete by XXXX and there is nothing more she can do. I asked to speak with someone above her and I waited on hold for a supervisor for 1 hour and then LoanCare hung up on me.
On XX/XX/19 I called LoanCare and spoke with customer rep XXXX. He told me my request to cancel the escrow account had been denied because my loan needed to be seasoned for 6 months before it could be cancelled. I then communicated to LoanCare if they can not cancel my escrow account then the erroneous escrow property tax estimate needs to be fixed. XXXX told me he would submit to a supervisor and have the erroneous property tax estimate adjusted from {$10000.00} to {$3200.00}. XXXX submitted the property tax bill and closing documents to support the {$3200.00} property tax estimate to a supervisor and stated the case should be worked in 2-3 business days. I requested to speak to a supervisor and XXXX said he would stay with me on the phone line and connect me with a supervisor. I waited 25 minutes and he hung up on me.
On XX/XX/19 I received a letter from LoanCare stating my request to cancel the escrow account is denied because my loan has not been seasoned for 24 months.
On XX/XX/19 I called LoanCare and spoke with Manager XXXX. She stated the case is not complete. She stated the escrow estimate would be corrected no later than XX/XX/19. She stated I should receive my refund of {$230.00} on XX/XX/19. I asked her if this is the best that they can do and she told me yes. I informed her these issues have been going on since XX/XX/19 and this is my last attempt to resolve this with a manager and I will be proceeding with filing a complaint through the Consumer Financial Protection Bureau.
|
| 02/06/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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As of XX/XX/XXXX, LoanCare ( previously XXXX ) has not corrected a payment mistake on their part ( of which they have admitted ) that goes back to XX/XX/XXXX. As a result of this neglect, my credit report contains errors, falsely stating that I have missed payments, and consequentially affecting in negative financial ways my potential application for a loan. After contacting the company multiple times since their original mistake in XX/XX/XXXX, I was assured each month, sometimes multiple times a month, that the issue had been resolved when it in fact had not been resolved. Had I not been closely monitoring both these many payment mistakes LoanCare has been making over the past months, as well as closely monitoring my own credit report, LoanCare would have continue these mistakes and damaged my credit further. At no point did anyone from LoanCare follow up within their own company to make sure the problem had been resolved. When I was able to escalate the problem to a supervisor, XXXX ( ID XXXX ), she said she would follow up with me with a phone call to make sure the problem was resolved. That never happened. I spoke to a second supervisor, XXXX ( ID XXXX ) following this who again assured me that she would have someone contact me with a resolution. This also never happened. After calling LoanCare 's main office and speaking to the CEO 's assistant, I was directed to the department of customer service escalation, particularly to XXXX XXXX. XXXX left a voicemail on XX/XX/XXXX telling me that he was working on the issues to resolve them, and that he would call me back the next day with an update on their progress. XXXX never called back. I then left a voicemail for XXXX on his voicemail asking for the update he promised, but he never returned my call. Because my mortgage payment was due on XX/XX/XXXX, I called him back again and left another voicemail asking for an update, but he never returned this second call either. On XX/XX/XXXX I called XXXX ( XXXX ) and explained the situation to him up to that point, and he assured me that LoanCare would fix their mistakes, both within their company and to my credit report. He also said he would take care of XX/XX/XXXX 's payment that was due on XX/XX/XXXX, and as of today that has also not happened. He then sent a letter to my email address, acknowledging " the multiple attempts you made to get this issue resolved, '' vaguely stating that LoanCare was " running down the root cause of the matter, '' and " The tape has been sent off to the reporting agency. Once received, they will make the necessary corrections. '' The attached letter indicated it may take up to XXXX days* to resolve the errors they caused on my credit report. I replied via email to XXXX and to LoanCare 's president, XXXX XXXX XXXX XXXXXXXXXXXX ), but have received no reply from either XXXX or XXXX.
In addition, LoanCare 's customer service system at times makes it literally impossible to seek help and service. On multiple occasions, their phone system would indicate that they were experiencing high call volume, and it would prompt the customer ( me ) to enter a phone number so that someone could call back when available. When I entered my callback number, the phone system said someone would call back. When I did receive a phone call back from LoanCare, it was an automated phone call, not a person, and the automation simply gave LoanCare 's phone number to call ; the same phone number that prompted me to enter my phone number to receive a call back, which again turned out to be an automated message. This literally left no way for the customer to reach out to the company. If I had not contacted LoanCare 's main office, there would have been no way to receive any help or service for their mistake, other than to call all day and hope their volume of calls slowed down.
|
| 02/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Date : XX/XX/XXXX Complaint against my mortgage company : " LoanCare '' My name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX MA XXXX Cellphone number : XXXX e-mail : XXXX Complaint against my mortgage company : " LoanCare '' My LoanCare account number : XXXX My property address : XXXX XXXX XXXX, XXXX, MA XXXX Details of my complain : I am the owner of a house in XXXX in the address : XXXX XXXX XXXX in XXXX and my mortgage company is LoanCare. LoanCare is responsible to pay my property tax bills to the city of XXXX. LoanCare did not pay my taxes to the city of XXXX between XX/XX/XXXX until XX/XX/XXXX. During that time LoanCare used money from my escrow account and reported falsely to me that my funds are used to pay my property taxes. In XX/XX/XXXX, I received a letter from the city of XXXX informing me that my taxes were not paid for fiscal year XXXX and that I owe the outstanding tax amount of {$7000.00} and that this amount does not include interest and penalties.
I contacted immediately LoanCare and requested to investigate the case. However, in spite of many phone conversations, and many hours on-line, including e-mails, LoanCare representatives refused to take action. Only in XX/XX/XXXX, I managed finally to convince a representative to look into the case and I received a confirmation that there was a mistake and LoanCare will take action.
On XX/XX/XXXX finally LoanCare transferred to the city of XXXX funds to cover my real estate property tax. However, for this payments of {$7300.00} LoanCare charged my escrow account again. In addition LoanCare missed the amounts and the deadline payments also during the fiscal year of XXXX.
Not only I was double charged for my property tax twice, due to payment delays by LoanCare my penalties were growing.
According to the city of XXXX my tax payments for fiscal XXXX were {$8900.00} if all payments were made on time. However, due to no payments during fiscal year XXXX my charges were {$9500.00}, those included the interest of {$600.00}.
In addition, according to the city of XXXX my tax payments for the beginning of fiscal XXXX ( XX/XX/XXXX and XX/XX/XXXX ) were {$4400.00} if all payments were made on time. However, due to the delays made by LoanCare, the actual payments on my account for that period was {$4500.00}, those include an interest of {$84.00}.
Based on my on-line LoanCare account details, during the period of XX/XX/XXXX until XX/XX/XXXX the amount of {$15.00}, XXXX was taken from my escrow account to pay my property taxes ( " XXXX '' ). However, for that period, if all payments were made on time, I had to pay only {$11000.00}. Therefore {$4000.00} were taken wrongly from my escrow account and I request those to be paid back to me.
From looking at my LoanCare on-line account I can see that on XX/XX/XXXX LoanCare deposited TaxRefund of {$4000.00} plus {$9.00} into my account ( may be they noticed their mistake ), but then these were removed on the same day.
I would like to add that since XX/XX/XXXX until this week, of XX/XX/XXXX I had tens of phone discussions and hours were lost in conversations and long e-mails with LoanCare. My impression is that LoanCare representatives are not effective. They do not take responsibility and they transfered my case from one representative to another. After hours and hours of wasted time by phone calls and e-mails I concluded that I would like to submit this complain.
In conclusion : I am missing {$4000.00} from my escrow account and I request to receive this amount back. In addition I would like to make sure that the penalties of {$690.00} payments to the city of XXXX due to delayed property tax payments during fiscal years XXXX will be paid by LoanCare and will not be taken from my escrow account.
Thank you very much for taking care of my case, XXXX XXXX XXXX
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| 07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, this complaint is in reference to XXXX XXXX XXXX or LoanCare. In XX/XX/XXXX, I received a bill stating that my taxes were delinquent, but I was under the impression that my taxes were to be paid by XXXX XXXX XXXX or LoanCare through my monthly payment. After further review, it became apparent that the bill I received was for my supplemental taxes. Unfortunately, at that time, I didn't have access to funds in order to pay the supplemental bill in full and the county treasurers office suggested that I contact XXXX XXXX XXXX or LoanCare to see whether they would pay the taxes out of my escrow account. Upon contacting XXXX XXXX XXXX or LoanCare on XX/XX/XXXX, I was asked to email a copy of the documents to XXXX so that they could be submitted to the XXXX XXXX XXXX or LoanCare tax department for approval to be paid. While on the phone, I told the rep that I didn't want to hang up until she received my email just for good measure. After a few minutes she assured me that she had received the email and that she would forward the information to the correct department.
After this phone call, I was under the impression that these taxes would be paid from my escrow account. The woman that I spoke to, XXXX, explained that supplemental taxes are not typically paid out of the escrow account but that because my account had enough money to cover the taxes and maintain the account minimum that she would submit them to be paid. I never heard anything from XXXX XXXX XXXX or LoanCare to the contrary that would inform me they were unable to pay the taxes from the escrow account.
Fast forward to XXXX of this year and I received a letter from XXXX XXXX XXXX or XXXX and another letter from the county within days of each other. The letter from XXXX XXXX XXXX or LoanCare said that they were unable to pay my taxes out of my escrow account and the letter from the county tax collector said that my taxes were still outstanding. As you can imagine, I was shocked to find out that the taxes were never paid. At this point it is almost a year later, I have accrued an additional {$590.00} in interest on these property taxes due to the negligence of XXXX XXXX XXXX or LoanCare. Had I been promptly notified that these taxes would not be paid, I would have paid these taxes 10.5 months ago when I initially contacted them.
This is a financial hardship for me to put together such a large sum of money on short notice. Had XXXX XXXX XXXX or LoanCare paid the bill as they said they would, or had they notified me in a more timely manner that the bill would not be paid, I would have not accrued as much interest. For perspective, the additional interest is approximately 18 % of the initial tax bill, obscene.
Below I have attached screenshots showing the initial email that was sent to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX as well as the forwarded email from XX/XX/XXXX. I resent these documents to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX after speaking with another woman who said she could not see the documents on my file. Additionally, I'd like to note that when you call XXXX XXXX XXXX or LoanCare, they always say that the call is being recorded for quality assurance purposes. However, when I asked that they pull a transcript of the initial conversation so that they can see that I was assured by the initial representative that the taxes would be paid, I was informed that information must be subpoenaed by a court of law. At this point, I've gotten so much run around and so much conflicting information from XXXX XXXX XXXX or LoanCare, I am refinancing my house just to get away from this terrible company that has no regard for its customers. I have looked online for similar complaints and there are people all over the country who have had similar experiences with XXXX XXXX XXXX or LoanCare.
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| 10/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020 certified check number XXXX was mailed to XXXX XXXX in the amount of XXXX. {$1300.00} was to be applied to our monthly invoice and the additional {$400.00} was to be applied to the principle. On XX/XX/XXXX this check was cashed by XXXX XXXX in the amount of {$1100.00}, {$600.00} less than what the amount of the check was issued. We were not aware of this until we received a collection call from XXXX XXXX. We were told to enter an inquiry via XXXX. Our first inquiry was submitted on XX/XX/XXXX at XXXX. The ticket number I was assigned was XXXX. Due to this being a certified check I attached a copy of the receipt showing the amount of {$1700.00}. I called XXXX XXXX on XX/XX/XXXX to get a status update and was told ticket number XXXX had been closed and I needed to wait until XX/XX/XXXX for the investigation to be completed. I called again on XX/XX/XXXX because I received another collection call. I was told by your representative I needed to enter another inquiry because the first ticket number XXXX had been closed. I entered a second inquiry and was assigned ticket number XXXX. I called again on XX/XX/XXXX to check on the status of the second ticket only to be told a copy of the receipt was not sufficient. A front and back copy of the cashed check would have to be submitted before the process could go any further. I immediately went to my bank who provided this information. It clearly showed that the error was made by XXXX XXXX. I immediately submitted another inquiry and included a copy of the front and back of the check and was assigned a third ticket number XXXX. On XX/XX/XXXX I still heard nothing from your company. I called again and spoke with a gentleman who advised me that he was unable to locate ticket number XXXX and I should submit this information via email to XXXXXXXX. Very frustrated I sent an email with all the details and attached the copy of the front and back of the check. I called back that evening and spoke with another representative to verify the email was received and she confirmed it was. The representative also advised to wait until XX/XX/XXXX for resolution. I explained I unable to wait this long because my XXXX invoice would be late and I need this resolved today. I was transferred to a supervisor. The supervisor I spoke with advised me this was escalated up as high as possible for a quick resolution. It is now XX/XX/XXXX and when I checked the status of my account online it is still showing 30 days past due. I called and spoke with a another representative who advised she saw the {$600.00} had been applied to the account and hopefully by XX/XX/XXXX my account will be in good standing when I check the status online. On top of the missing {$600.00} I was advised my account had been reported to the credit bureaus. I asked the representative since this was no fault on my side if she was going to have my account removed and she explained this would be up to me to submit a written request. So here is the written request. PLEASE REMOVE my name and account from the credit bureau as being past due on the XXXX invoice due to the issue created by your bank XXXX XXXX.
Your representatives were always courteous and polite but your business processes are not customer service friendly. I dont understand when there is a customer who makes payments every month in full on time and there is an issue why you wouldnt have attempted to assist with resolving the issue. You could have easily contacted XXXX XXXX for a copy of this check instead of making us drive to our bank to get a copy. Once you reviewed the check and saw the error was made on your side it should be up to your company to contact the credit bureau and have my account removed not inconvenience the customer to submit another inquiry and go through this process once again.
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| 01/26/2018 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, Loancare LLC acquired my mortgage from XXXX XXXX XXXX XXXX. All of the initial documentation I received had just myself listed as the borrower on the loan. On XX/XX/XXXX, I received a monthly statement and Form XXXX from Loancare LLC which now had a co-borrower listed on the account. I immediately tried to contact Loancare LLC on the number they had listed for customer service during listed business hours. I received a message that stated that if I am receiving this message they apologize and to call back during normal business hours. I tried calling several more times on the XX/XX/XXXX to see if I could get through. I could not, receiving the same message each time during normal business hours. I then went to Loancare LLC 's email communication site and initiated communication via email. I stated on the email that Loancare LLC had put an invalid co-borrower on my loan and she needed to be removed immediately as the paperwork and fee 's were completed in XX/XX/XXXX to have her released of all liability from the loan, to which there are letters and paperwork in the loan file they have that also state that. I then tried several times on XX/XX/XXXX and received the same message. I began calling Loancare LLC at XXXX XXXX Pacific Time on XX/XX/XXXX. This time their message had changed to they are having a large call volume and to enter my phone number and as soon as a customer service rep. was available they would return my call. By noon on the XX/XX/XXXX, I had not received a call back so I again called and got through to a customer service rep. The female that answered my call was initially cordial, but quickly deteriorated. I asked her to please have my ex removed as a co-borrower as she had been removed by my previous lender, XXXX XXXX XXXX XXXX. She then stated that my ex is a co-borrower and they will not remover her unless I could provide proof, which is in the loan documentation they possess. I again reiterated that she needs to be removed because they have illegally inserted a co-borrower into my loan. She replied that they have done nothing illegal and refused to remove her. I again replied that they have the proof because they have all of my loan documentation from my previous lender. I began to become very upset that there was no willingness to help or even find anyone to look at my loan docs. I asked her to transfer me to a supervisor. I was placed on hold. I stayed on the line for approximately 20 minutes and no one ever picked up the phone. I then immediately called XXXX XXXX XXXX XXXX and had a customer service rep. on the line within minutes. The gentleman was very cordial and helpful as they always have the pervious 5 years of my loan. I asked him if they still had any of my loan documentation. He said they keep all of my docs. I asked him if I was the only borrower on the loan to which he confirmed I was and proceeded to tell me my ex was removed in XX/XX/XXXX without me even asking. I asked if he could send me the letter from XXXX XXXX XXXX XXXX that released my ex of all liability and removed from the record. He sent it to me while I was on the phone with him via email. I also asked him if Loancare LLC would have received all of this same information in the loan package which he replied " YES ''. Immediately after talking to the rep. from XXXX XXXX XXXX XXXX, I again emailed Loancare LLC and attached the letter confirming I am the only borrower on the loan. I again received and auto-reply mail from Loancare, in which it also stated that I would have a response within 5 business day. Those 5 days have come and gone with zero communication from Loancare LLC. I have read many complaints against Loancare LLC of their customer service and professionalism and I feel that I have no other recourse other than filing a complaint.
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| 04/08/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I scheduled a mortgage payment through my bank 's online bill pay on XX/XX/XXXX. I accidentally scheduled it from the wrong account, and so it was returned. I then made a payment from the correct account on XX/XX/XXXX so that my payment would not be late. This second payment was made as an electronic payment to Loancare and was accepted. The bank then re-processed the original payment, and it also went through as an electronic payment and was accepted by Loancare. So I made two payments in XXXX but Loancare only applied one payment to my account.
XX/XX/XXXX I called and was given instructions on submitting a payment lookup request, which I did. Loancare requires that you submit the request via email, then call and give them the reference number, which they then use to submit the request in their system.
XX/XX/XXXX I received a response that the information I sent was not sufficient and I needed to send in a transmittal form from my bank.
XX/XX/XXXX I emailed the transmittal form. It took three days to get from the online payment processor. Again, I had to submit via email, and then call back and give the reference number from the email reply. I received no response and there was no activity on my account for a week.
XX/XX/XXXX I called again and was told the case had been closed because the payment was applied. I submitted another email request, this time sending transmittal forms for both payments.
XX/XX/XXXX I called to check on the situation and was told the case had been closed because the pdf I attached to my email could not be opened. I spoke with a manager XXXX XXXX who had me send the transmittal forms directly to him, told me he would escalate the case, and assured me that someone would contact me no matter what. I received no call or email.
XX/XX/XXXX I emailed XXXX to let know that I had not received a call and to please check on the status. No response.
XX/XX/XXXX I called again. Hold time was an hour and a half. The rep I spoke with said that the information had been forwarded to cashiering by XXXX, and that was the best way to be assured that I would receive a response when it was complete. She said he was a good manager and always followed up. She did not give me a specific time frame, but said I could check back in 72 hours.
XX/XX/XXXX I emailed XXXX again and specifically requested that he contact me with an update. No response.
XX/XX/XXXX I called again. The rep XXXX could only tell me that the form had been sent to cashiering on XX/XX/XXXX. When I requested a manager he insisted he could help me because he was the customer service representative. He also wanted me to resend the forms to him to resubmit. I said I did not want to do that and cause confusion I wanted to know the status of the XX/XX/XXXX request. He refused to transfer me to a manager. I insisted and he finally talked to a manager and said someone would call me later that day.
Later than daysomeone called my husbands number, even though I had indicated that I was the contact person. He was unable to answer the phone. They left a message with no information other than a call back number.
Even later that dayI got home and we realized that Loancare had called him instead of me. We called back. The rep transferred me to manager XXXX. She insisted that there was nothing to do but wait for cashiering to call me. She could not give any time frame. I asked if that meant I was supposed to wait indefinitely for a call back without any assurance that they were working on the problem and she said that was my only option.
I contacted the president via XXXX no response. I left XXXX and XXXX reviews no response.
XX/XX/XXXX I checked my account to see if the payment had been processed before filing a CFPB complaint. The payment had not been applied.
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| 12/01/2021 |
Yes |
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- Trouble during payment process
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Web |
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My previous mortgage was transferred to LoanCare , LLC ( XXXX ) around XXXX of 2021. Since then, I have experienced numerous issues with this company. I have never made a late payment with my previous lenders ( XXXX XXXX and XXXX XXXX ) and was in forbearance ( due to Covid-19 ) at the time of the mortgage servicing transfer to LoanCare. My previous lender informed me that I would NOT owe any payments until my forbearance ended and that I would NOT have to pay a lump sum of payments for the months occurring during my forbearance. Several employees from XXXX XXXX assured me that when my forbearance ended, I would just continue my regular monthly payment of approximately {$1100.00}.
All was fine until my loan was transferred to LoanCare. They immediately began to come after me for large lump sum payments that I could not afford. On top of this, they kept sending me letters threatening to foreclose on my home. Also, they kept calling my cell phone but every time I answered, it was an automated message telling me to call them back. However, when I called back, I could never speak to an actual person. I was always put on hold for an extremely long period of time until I hung up. I had only spoken to a LoanCare employee about twice and if I'm not mistaken, it was only when THEY called me not long after the transfer.
Fearing I'd lose my home, I reached out to HUD and was able to speak with a counselor named XXXX. She was incredibly nice and helpful. After I told her what was happening to me, she called LoanCare. She was able to witness for herself what I had just explained to her about not being able to speak to a live person when I contact XXXX. During my phone conversion with XXXX, XXXX left us on hold for well over an hour before XXXX hung up. It wasn't until I talked to XXXX that I was able to even log into my LoanCare account! XXXX then said that I can try on LoanCare 's website to apply for a loan modification. ( XXXX had to give me my account number, which I had not received from LoanCare! ) LoanCare continued to send me letters threatening foreclosure even while my loan modification was in progress!
The main reason for this letter is to inform you on not only what was previously mentioned, but also how they have negatively amortized my loan! I was paying my former mortgage servicers extra monthly principle payments to pay off my loan sooner. Again, everything was going smoothly until LoanCare got ahold of my mortgage. I went from a principle balance of {$140000.00} to {$150000.00}! This is what they did to me during the loan modification. They raised my principle balance over XXXX! I had to sign papers I didn't understand in order to avoid foreclosure. They put me in a position where I had to make a choice between having to pay over {$15000.00} immediately vs. paying only $ XXXX with a loan modification. The problems with the loan modification were not only the {$10000.00} that they snuck into my principle balance, but also the fact that they had on the paperwork that any other previous agreements were void!
The last straw was recently when LoanCare charged my Escrow account over {$2500.00} for force-placed insurance! My homeowner 's insurance has ALWAYS been paid by my mortgage servicer and I pay it back through my monthly mortgage payments. However, LoanCare allowed my homeowner 's insurance policy to lapse so that they can charge me {$2500.00}!!!! This has taken my mortgage payment from {$970.00} to over {$1200.00}! I have NEVER paid that much for housing expenses EVER!! This is very predatory lending! It's just another attempt for them to keep overcharging me until I fall behind so that they can foreclose on my home. Look up LoanCare , LLC on XXXX and read their reviews. It will tell you everything you need to know about them.
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| 11/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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XXXX holds my mortgage loan. They process payments through a company called Loan Care, LLC. I bought my first house in XXXX, 2016. First mortgage payment, processed through XXXX Loan Care worked fine in XXXX. I immediately set up autodraft for my loan payments with this successful info. In XXXX, payment did not go through, so I contacted XXXX Loan Care via phone. They instructed me to use the number on the bottom of my checks as the " account number '' to list on their online form. I did as instructed, received confirmation of payment ( always from LoanCare, occasionally also from XXXX ), and assumed all was fine. Weeks later I received a letter in the mail informing me my payment was not received, and I am now late. I contact XXXX Loan Care again, numerous times to try and resolve, even changing which bank I was using to pull the payment from. Despite making payments with a Loan Care representative on the phone, my payments have still not gone through. When I contacted XXXX to help resolve the issue, I was ignored or run in circles with XXXX Loan Care. I have now been reported as having outstanding late payments on my credit report, which XXXX refuses to take any action to remedy, despite the fact that the only reason I was late is due to misinformation provided to me by their payment processing company. Representatives at XXXX have also sent emails containing ALL of my bank account numbers, causing serious security concerns. The reps at XXXX have been untruthful, dismissive, and damaging to my character and my credit. They have taken to simply ignoring my emails. My credit is being destroyed because of a single late payment which was ONLY late because the processing company gave me bad instructions, and then failed to notify me in anything resembling a timely manner.
Attempts to pay- XXXX web payment- XXXX/XXXX/16 - successful ( set up autodraft with this info ) XXXX web payment- XXXX - failed - Confirmed successful via email by both companies Contact XXXXLoanCare XXXX - change autodraft to what XXXX Loan Care employee tells me to change it to XXXX web pay- XXXX - failed XXXX + XXXX web pay- XXXX - failed, - Confirmed successful via email by both companies.
Contact XXXXLoanCare XXXX web pay- XXXX - failed XXXX + XXXX phone pay with rep- XXXX - successful -Confirmed via email by both companies XXXX phone pay with rep- XXXX - failed - Confirmed successful via email by both companies XXXX web pay- XXXX - credited to XXXX XXXX - reported to credit bureaus as 30 days late. At this point XXXX is the only missing payment, but I had no reason to believe XXXX payment was credited to XXXX, nor reason to believe XXXX was late as the representative from XXXX Loan Care had fully confirmed the payment over the phone.
XXXX web pay- XXXX - failed XXXX web pay- XXXX -???
I have tried to resolve this issue with XXXX Loan Care and through my mortgage company, who employs XXXX Loan Care to process their payments. I have contacted 3 different people at XXXX XXXX XXXX, and a half dozen different reps at Loan Care. Neither company has made any attempt at actual resolution.
I am trying to be responsible. I pay all of my bills on time- there is no reason why I would intentionally not pay my mortgage. The money is sitting in my bank account. The only reason I was late at all was because I was told to use the incorrect information to process my payment, and then not notified in a timely manner when it did n't work. The information Loan Care has reported to the credit bureaus is incorrect, and will reduce my credit rating for years to come ( currently, it 's cost me XXXX points on my credit score ). I 'm a XXXX year old XXXX, I do n't deserve to have my credit ruined because of the lazy, deplorable service of my mortgage company and its payment center.
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| 08/21/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/2021 I contacted LoanCare to request an 60 to 90 day extended extension before XX/XX/2021, according to when the forbearance plan and terms were set to expire. On XX/XX/2021 I spoke with XXXX, had originally granted the 90 day forbearance and then issued me a confirmation number # XXXX assuring me the the 90 day extension was accepted. On XX/XX/2021 I received a phone call from Loancare loss mitigation department Ms. XXXX, informing me that the90 days extension had been denied due to maximum allowance totaling 520 days. I explained to Ms. XXXX the covid-19 forbearance commence on XX/XX/2021 to XX/XX/2021 is 460. days-and-not 520 days as reporting. I then ask Ms. XXXX if I could resume making payments? Ms. XXXX " No Mama '' your are in a " deferment ''. " no other option are availed '' and that she was calling to collect the debt amount totaling {$35000.00}. I informed Ms. XXXX, that my XX/XX/2021 Covid-19 notice did not indicated to me in the letter that I was in a loan deferment and I didn't know that LoanCare could accelerate on the debt ... I further explained to Ms. XXXX that my XX/XX/2021 letter granted me protection until XX/XX/2021 as long as " I was in a " Forbearance Term Plan until XX/XX/2021 no foreclosure proceeding could commence? I explained to Ms. XXXX, how, I never received any notice informing me of the " deferment '' options while in a deferment program or any alternative option to prevent foreclosure proceeding. I explained to Ms. XXXX due to myself not receiving any covid relief funding from XXXX, and that on XXXX, XXXX, 2021 my husband lose his job due to covid ; further extending the hardship is the reason him and I needed the to request a 60 to 90 days extension. Ms. XXXX said their was nothing she could do ; and when I asked to speak to a supervisor she told me to call-in and make a separate call. On XX/XX/2021, 2021 I went online and submitted a Mortgage Assistance Application for loan # XXXX indicating that the borrower and I are still experiencing hardship due to covid-19 and the type of hardship I were were experiencing I am receiving unemployment and co borrower is only receiving pension for the amount totaling {$600.00}, the Mortgage Assistance Application indicated due to this type of hardship no document will be required. However, On XX/XX/2021 I received two computer generated letters dated for XX/XX/2021 ; However, I did not received the letter until XXXX XXXX in which the first letter was attempting to informing me that LoanCare had assigned XXXX XXXX Resolution Advocate/Single Point of Contact NMLS ID XXXX who phone XXXX ext. XXXX and she will be calling me in 5 days. Because, I am technically consider to still be in the forbearance plan ; and if I did according to the letter and waited 5 days to contact XXXX, single point person the program foreclosure option would terminate before XX/XX/2021 plan expire, So, I LoanCare and XXXX requesting to have the loan escalated to supervisor to reinstate the forbearance plan and to discuss the second computer generated letter also had XX/XX/2021 date at the top in which I did not receive until XX/XX/2021 the letter acknowledging receipt of Borrower Reponses Package/Loss Mitigation Application ( Application ) where LoanCare determined the document supplied was incomplete??? I explain that I did not submit a Uniform Borrower assistance Form application requiring me to submit any proof of hardship to LoanCare under the XXXX Mortgage Assistance Application ) no documents are required and LoanCare letter to me is an abusive loss mitigation practice and egregious attempt to commence with unlawful foreclosure proceeding violating HUD Covid-19 Extended Relief Alternative Program ; and XXXX hung-up the phone in my face and refuse to escalate the call.
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| 02/05/2020 |
Yes |
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- Trouble during payment process
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Web |
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I received a letter from my mortgage servicer, Loancare LLC, dated XX/XX/XXXX regarding my lack of flood insurance on my property. At the time I purchased the home in XX/XX/XXXX, we had an Elevation Certificate done stating that the home was not in a flood zone and would be considered Zone X per the FEMA flood maps effective XX/XX/XXXX. This was considered acceptable by my insurance company ( XXXX ) as well as the original mortgage lender ( XXXX XXXX XXXX ).
For three years I was not required to carry flood insurance. When I received this initial letter, I called the servicer - who had been servicing my account since XX/XX/XXXX - regarding this issue. I spoke with a customer service representative named XXXX ( ID XXXX ) and explained the situation and supporting documents. He told me to disregard the letter stating I was required to carry flood insurance. In that letter, I was told I had 45 days to provide proof of insurance or it would be force placed. I was told not to worry and that since I had this documentation in my possession and did not require flood insurance at the time of closing or at any time in the last 3 years, it would not be an issue. We even confirmed that the FEMA maps for my home had not changed since the original XX/XX/XXXX effective date.
Fast forward to XX/XX/XXXX - I received two more letters stating that my flood insurance expired ( which I never carried, so therefore it couldn't have expired ) and another one stating that Loancare had contracted an independent company to review homes for improved real estate and determine which were in a SFHA. I immediately called Loancare to get to the bottom of this. I was told that I needed a LOMA ( Letter of Map Amendment ) from FEMA to provide to Loancare or in 45 days insurance would be force placed on me. I informed them that I had already spoken with someone roughly 8 weeks prior and that it was a non issue. I was told that this was wrong, and that I either needed flood insurance or this LOMA. I immediately contacted FEMA about getting the LOMA, and was informed that the process takes about 60 days. This to me is an obvious instance of the mortgage company knowing that FEMA takes 60 days, and instituting a 45 day deadline so that they can force place the insurance, and make the consumer attempt to get a refund from them. Its a cash grab.
The second issue, is that in the letter, they state that there have been changes made to the community flood maps, and improvements made to the property securing my loan. Neither of these statements are true. The current FEMA maps still indicate an effective date of XX/XX/XXXX, and my property has not had any capitol improvements since the date of purchase. When I questioned LoanCare regarding these issues, and asked for documentation supporting their claims, I was denied. In fact, I was told that FEMA had given Loancare the information. This is also a lie, I contacted FEMA and was informed that they do not have any specific property information and would never provide, nor do they have, any information about specific properties and lenders. As to the claim of " improvements '' to my property - no one has come to my home asking to inspect, and no documentation regarding these improvements has been presented to me.
At this point - Loancare is stonewalling me. They are saying LOMA or insurance with no other recourse. I'm happy to provide any documentation they want regarding the elevations, and even attempt to get the LOMA. However, their 45 day window is clearly not enough time. I also want to see the documentation showing their findings regarding my property and the alleged map changes or improvements.
****I have additional files but it will not let me upload them - letters, elevation certificates, etc..***
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| 08/30/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have an FHA home loan that is being serviced by Loancare. I fear that I may lose my home to foreclosure due to Loancare 's negligent business practices. I have spent the last year trying to get Loancare 's agents to work with me, but can not seem to get any results. I am now in foreclosure with a sale date and and need your help. On XXXX XXXX, XXXX, I purchased my home with FHA financing and for the next 7 years, I made my payments on time and as agreed. The last refinance was XXXX/XXXX/XXXX and at the time I made a very comfortable living, but then tragedy struck. On XXXX XXXX, XXXX, while working I swerved to miss a deer, my load was top heavy and it caused my XXXX to roll. Following the accident, I was unable to work. After a year of making ends meet, we depleted our savings. Around XXXX of XXXX, I contacted Loancare to tell them about my financial hardship and to let them know my home loan would go into default. They sent me an application to fill out and requested a bunch of financial documentation from me.I put everything together and sent everything they asked for, however, they claim they did n't received it, so I sent it to them again. Then they claimed that things were missing, so I sent everything again. I ended up sending in the same documentation to Loancare three times and then they closed my file. Without letting me know, on XXXX/XXXX/XXXX, Loancare filed a Notice of Default against my property and I was bombarded by marketing from Attorneys and Real Estate Agents. Loancare did n't even have the common courtesy to call and let me know that my file was still incomplete or send me a letter advising the documents they were missing. Once I found out about the notice of default, I called Loancare, but they refused to speak with me and that I had to " speak with their attorney ''. I contacted their Attorney who told me that I either needed to pay the full default amount or they would take my house away. I asked about payment options, and he TOLD ME TO SPEAK WITH LOANCARE. So I have Loancare telling me to speak with their Attorney and I have their Attorney telling me to speak with Loancare? Clearly, I was on my own. Since Loancare would not speak to me and their attorney wanted the full amount due, I was forced to file for bankruptcy as the only way for certain that I could stop the foreclosure sale. I have been mistreated by everyone. You always hear about how the banks want to help you avoid foreclosure and there 's " free '' help to avoid foreclosure. I 've tried getting help both from Loancare and from the non-profit housing agency, and neither of them helped me at all. I have done my own research on my options, and have learned a lot and have determined that I have been severely mistreated by Loancare. Here is what I learned : ( 1 ) FHA has an unemployment program that I was never told about, and was never offered to me. Why? I was struggling and never knew this was an option. ( 2 ) I should have a single point of contact at Loancare. I never got one. Every time I spoke with Loancare I had to speak to a different person. ( 3 ) When the Notice of Default was recorded, they could have still evaluated me for hardship relief. Instead, they told me to talk with their Attorney. ( 4 ) FHA offers several different options to help me keep my home, and Loancare has never told me about nor reviewed my loan for any of them. ( 5 ) Loancare was suppose to evaluate my file and inform me in writing of any outcome. I never received a call, let alone anything in writing. My wife and I are back on our financial feet and can afford our house payment and I struggle to understand how to resolve my crisis and need some help. Loancare Agents are denying me access to these programs as if they want me to lose my home.
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| 07/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good morning, I purchased a house on XX/XX/2020. My first mortgage payment was due XX/XX/XXXX to XXXX XXXX which is an XXXX XXXX company. XXXX XXXX received and cashed my mortgage check for XXXX on XX/XX/XXXX. My mortgage was then sold to LoanCare. XXXX XXXX sent a check for my XXXX mortgage payment to LoanCare and they cashed it XX/XX/XXXX. I had mailed my XXXX mortgage payment to LoanCare on XX/XX/XXXX. I did not see the check clear my account so I called LoanCare on XX/XX/XXXX. The customer service rep stated that she did not see my check anywhere, including the unidentified check area. I asked her if she would take a {$1500.00} payment over the phone since it had been 17 days and I was concerned that my check got lost in the mail. She took the {$1500.00} payment over the phone for my XXXX mortgage payment and also told me that I was overdue for my XXXX payment. I advised her that my XXXX payment was sent to XXXX XXXX since they were my mortgage holders at that time. She requested that I submit a copy of that cashed check to " XXXX ''. I went that day and got a copy of the check that cleared XXXX XXXX on XX/XX/XXXX and emailed it, as she requested. On XX/XX/XXXX the {$1500.00} that the lady took over the phone for my XXXX payment was taken out of my account and my check ( check number XXXX ) that I had mailed out XX/XX/XXXX had finally been cashed for my XXXX payment too. So I called LoanCare on XX/XX/XXXX to ask that one of the payments be moved to XXXX. They told me that it was being held in a " pending account '' because I had not made a payment for XXXX. They told me that there wasn't anything that they could do about it because XXXX hadn't paid them for XXXX. I contacted XXXX XXXX to discuss the situation. They informed me that LoanCare cashed their check and it was cleared XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX contacted a Servicing Supervisor ( XXXX XXXX ) out of XXXX, Texas to follow up on it. XXXX called LoanCare and also sent a copy of the check from XXXX XXXX that was cleared by LoanCare on XX/XX/XXXX for my XXXX mortgage payment. There was still no resolution. On XX/XX/XXXX, XXXX XXXX sent another email with all of the attachments showing the trail of all of the checks and payments. I then received a notice from LoanCare, via mail, that I owed {$2900.00} for unpaid mortgage payments of XXXX and XXXX. At this point I had already paid {$1500.00} for XXXX to XXXX XXXX ( which LoanCare cashed on XX/XX/XXXX ), {$1500.00} over the phone for XXXX ( thinking my check was lost ) and then they also cashed my check for {$1500.00} for my XXXX payment. I have now paid {$4500.00} and get a bill in the mail stating that I owe for XXXX and XXXX. Neither I nor XXXX XXXX have been able to get any resolution. I have called them multiple times since XX/XX/XXXX and everyone keeps telling me that they can not help me because XXXX XXXX did not pay them for my XXXX payment ; which they did and the check was cashed XX/XX/XXXX.
Can you please help me? I have paid for XXXX, XXXX and XXXX at this point so my account should reflect all 3 payments with the next mortgage payment due on XX/XX/XXXX. My loan number is XXXX. My address is XXXX XXXX XXXX, XXXX, MI XXXX. The phone number that I have been calling is XXXX.
I would really appreciate your help in this matter. Both XXXX XXXX and I are exhausted from trying to resolve this situation without any correction. Please see the attached proof of all payments made. The first one is XXXX XXXX 's check clearing on XX/XX/XXXX to LoanCare for my XXXX payment. The next two on XX/XX/XXXX are proof of my ACH withdrawal for my XXXX payment and then lastly my check clearing for my XXXX payment, which now needs to be moved to fulfill my XXXX payment.
Thank you, XXXX XXXX XXXX XXXX
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| 01/03/2019 |
Yes |
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- Trouble during payment process
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Web |
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In the beginning of 2018 we had some medical bills that set us back and we requested to LoanCare to move a payment at the end of the term as a deferred payment. They didnt denied but in result the bank gave us paperwork for a loan modification. They took a little while before they sent us the first set of papers in which you can find attached. These first set stated that there would be THREE trial payments and that they will send us more paperwork right after the last trial payment. The last TRIAL payment was made on XXXX XXXX 2018 according to their terms and we were expecting to see something in XXXX. Since we didnt hear anything we started calling them for an update but no one was able to give us an answer of where and how the loan stand and in mean time we kept making our monthly payments on time but we didnt know that they were still considered trial payments even though the paperwork stated only three trial payments.
At that time we kept calling LoanCare to find out more information. This was hectic as no one knew what was going on. They kept telling us different information and we never were able to get a clear answer. One thing they kept telling us that the underwriter that was handling our case was not responding.
In XXXX I contacted my legal advisor and they explained a little more on how a loan modification works. They told me that I should be getting paperwork where I could see the numbers in how the loan modification was going to be. This would include the loan valance before the loan modification as well as how the payment were going to be applied to the loan including the new balance and the new payment. They said that after they send this then they will work on the FINAL loan modification paperwork.
We finally got some paperwork from LoanCare on the third week on XX/XX/2018 ( attached ) but this was the final paperwork that stated the new loan amount and the new payment amount. We never saw how the payments that we were sending were going to be applied to the loan and we dont understand how they got the new Loan amount.
This is because before we started this loan modification we had a balance of {$260000.00} but they put that new balance now is for {$280000.00} which is what we originally purchase the house for and we dont know why it went up from $ XXXX to $ XXXX, we also dont know what happened to the money from all the payments we made while they get this loan modification.
Based on what our legal advisor told us and the information given on the last paperwork, we called LoanCare to ask for the paperwork where it explains the numbers on how they got to the new terms and they told us that they were going to send them. After this, LoanCare called us days later saying that the underwriter stated sending them but we have never did. The lady who called us try to explain over the phone how they got to the new numbers but we need to see that information and agree and sign. She said that she couldnt disclosed that information in writing since it was for internal use only. At that time they told us to sign and send the paperwork as soon as possible which a find very estrange that they took all this time to send the paperwork and they sent them on the holidays giving us only seven day to sign, notarize and return.
We felt obligated to sign and agree to something that we didnt feel comfortable signing and we feel like we are taking advantage of. This Is not a right way to do business and as a consumer I would like to know where my money went and how this was applied.
I would like for LoanCare to disclose the financial breakdown where I can understand it and for someone in Consumer finance to please look at my paperwork from LoanCare and let me know if this is actually correct.
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| 07/14/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Knowing what I know now makes me believe my wife and I suffered a wrongful foreclosure XX/XX/XXXX at the hand of LoanCare, a servicer of XXXX XXXX. I lost my job XX/XX/XXXX. Despite significant financial challenges we stayed current on our mortgage payments. XX/XX/XXXX we were reaching the end of our ability to continue to make the payments. We openly communicated our situation to LoanCare in pursuit of obtaining a " short sale '' agreement. After our XXXX renters moved out, we had a family that wanted to rent the home. LoanCare said that they would immediately place us in foreclosure if we rented the home. With the assistance of a great Real Estate Agent, we received an offer to buy our house without contingency. It was below our balance due on our mortgage, but at the time we had the means of making up the difference. When we ask LoanCare for a payoff balance for the HUD statement that was required for the close of the transaction they refused to proved the the payoff balance. They said they had already placed our house in the foreclosure process and that our mortgage file was in the hand of an attorney in XXXX. Additionally, they said I would have to contact the law firm in XXXX for the payoff. I contacted the law firm in XXXX, XXXX for the payoff. They advised me that they could see the loan file number on their computer but the actual file was in storage that was not accessible to them and the needed pay off quote would have to be provided from LoanCare. Again, I called LoanCare and talked to several people including what was represented as a manager and was told they could not provide the pay off balance. I actually ask, " if I was going to bring a briefcase of cash to pay off my mortgage, where do I deliver the cash and how much do I bring? '' to which LoanCare said, " we ca n't tell you that ''.
I reviewed this with my Real Estate Agent. The offer to buy came with a generous period in which to close because it anticipated the need for time to get the payoff due to the " robo signing '' case in XXXX. We did n't have the money for an attorney and there where no loan modification programs at the time.
What I have learned since leads me to believe that because I had Mortgage Protection Insurance there was a motivation for LoanCare to not be corporative with me because they were pursuing what was believed the best path to minimize their risk of loss at our expense.
Had we just been able to get the pay off, we could have sold our house. Hence, the absolute horrifying pain of a foreclosure and a lingering deficiency that the MPI insurer is holding will forever render my wife and me financially crippled. The outlook for use ever owning a house again is grim. My wife and I both are college educated, hard working, and until the events of XX/XX/XXXX had an outstanding credit rating for over 20 years. I feel that the incompetence of LoanCare cost my family in a very unjust way. I do not make any excuses that we were near the end of being able to meet our obligations. But, LoanCare at the moment of our weakness forever and unnecessarily ruined the rest of our financial life. With a bit of corporation, the loss incurred by both parties would have been less. LoanCare was incompetent, negligent and careless. I would like for them to share in the cost of pain that was imparted on my family.
I only found out about the Bureau of Consumer Financial Protection today. Writing this makes me feel better. I know time has passed, but I do hope there is something that you might be able to do to right what I know in my stomach was a wrong. Perhaps something. We lost our credit and our hard earned equity. Today, among other credit challenges, we deal with the American Dream of home ownership shattered.
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| 01/19/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My issue is with XXXX, Loancare XX/XX/XXXX I recieved my first notice about a lapse in insurance. A week later I received mail saying " Thank you for updating your insurance. ". I figured it was taken care of so I didn't pursue it any further. In the beginning of XXXX there was a hole in the hot water pipe and it needed repairing.
I called the insurance company and they informed me I had not been insured by them since the beginning of XXXX due to none payment. The payment is supposed to come out of escrow. It did not. I talked to a slew of Loancare customer service reps during this time. They all had different things to say. One said I did have insurance and I was covered, another didn't. I finally get transferred to the insurance department and they say I have no coverage. So my husband and I end up paying out of pocket to repair the pipe and the hot water heater. This cost us over {$3000.00} I call the mortgage company to see what can be done since no one notified us for 9 months. One rep says Just get a new policy and everything will be fine. I asked why they waited so long to tell us, and the rep says " We just like to give our clients a really long time to find insurance so they dont have to pay for the forced insurance, its really expensive. '' XX/XX/XXXX they sent another notice saying we did not have insurance. We got a policy XX/XX/XXXX, still within the allotted time given to us. I am under the impression that everything should be fine now, according to what multiple reps from Loancare assured me.
XX/XX/XXXX I received two letters. On letter stated forced insurance has been placed, and our mortgage payments will go up {$150.00} until escrow is back to normal. The other letter stated the forced insurance has been cancelled.
We are negative XXXX in our escrow account because of the policy we bought before the allotted time was up, and the forced insurance charge. I had several reps file multiple investigations/research, asking why no one notified us, and why we are being charged for insurance we NEVER had access to. Recall back to when I called the mortgage company to see if we already had forced insurance so I could use it. No one in the insurance department did anything but tell me to buy a new policy.
XX/XX/XXXX, I speak to a rep name XXXX. XXXX informs me Loancare was notified of the cancellation of insurance in XXXX. She also found the paperwork showing they sent me a notice saying " thank you for updating your insurance no further action is needed ''. She also found evidence of loan care being notified that my house no longer had insurance in XXXX. She said the information was buried deep and she had to really work to find it.
Ultimately XXXX admits to me someone at loan care is at fault and I should have been notified sooner. XXXX attempts to present this evidence to someone higher up, but no one with any power will do anything to refund the forced insurance. No rep told me this would happen. The reps were either withholding information to save face, or genuinely did not know what was going on. The misinformation given to me alone is proof of negligence in the facility. Loancare claims to want to help their clients, this is a gross misrepresentation of what they really do. I will say there were a few reps who I feel tried their best to resolve the situation and get the refund, but others really did not care at all. Some reps told me it wasnt Loancares fault the insurance company didnt contact them, but they must understand it isnt my fault for no one contacting me. I paid over $ XXXX for repairs then they charged me, for them not telling me in time. Loancare did not lose any money, I repaired a mutual asset with money out of my own pocket, and they punished me for it.
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| 11/21/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am filing this complaint to report the mishandling of my Loss Mitigation Loan Modification request and the time it has taken to fully complete this request.
On XX/XX/XXXX, I applied for a Loss Mitigation - Loan Modification due to loss of employment and decreased income. I was approved for the Loan Modification request on XXXX XXXX. I was approved for a lower loan payment of {$980.00} ; a decrease from the original payment amount of {$1200.00}. I then completed my trial payments for the following months : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Then on XX/XX/XXXX, I received a phone call from LoanCare Loss Mitigation Department, asking me to email them a copy of my Trust documents. I sent the copy of my Trust documents to LoanCare via email on XX/XX/XXXX, as requested.
This is where everything goes downhill. I then received a notification from LoanCare on XX/XX/XXXX, stating my Loan Modification request was denied as they said I failed to provide requested documents. I became very frustrated and worried as I did submit all requested documents in a timely manner.
I called LoanCare and escalated my concerns to a manager. I spoke with XXXX XXXX and emailed her ( Cc 'd Loss Mitigation Department ), another copy of the Trust document, on XX/XX/XXXX, and then again for a 3rd time on XX/XX/XXXX. XXXX then submitted my appeal from the denial and advised me that it would take 30 days for an answer.
During the 30-day waiting period, I was in constant contact with LoanCare via email and telephone. I contacted LoanCare several days, every week, until the 30 days passed. I then received a call from XXXX XXXX with LoanCare on XX/XX/XXXX, stating my appeal was approved and that I would need to wait another 30 days to see where they would go from there.
During this waiting period, I was in constant contact with LoanCare via email and telephone. I contacted LoanCare several days, every week, until the 30 days passed. However, I never received any updates as to why my request was taking so long. Every time I called, over the last few months, I have been told something different. If further examples or information is needed, I am happy to provide.
I ultimately received my final loan documents for the Loan Modification request on XX/XX/XXXX. I completed, signed, notarized, and sent the document back overnight on XX/XX/XXXX. LoanCare received the documents on Friday, XX/XX/XXXX and batched it into their system on Monday, XX/XX/XXXX, late in the day.
I called and spoke with several representatives the Monday morning of XX/XX/XXXX. One of the representatives was rude to me and advised that it will take 1 to 3 months to finalize the Loan Modification request. This frustrated and worried me, as this has gone on way too long. I requested a supervisor and reported my concerns.
I am now filing an official complaint as I feel this is not right. I have been getting strung along for almost a year, and my lawyer advised me a Loan Modification does not take a year to complete. I feel I have been treated unfairly, and I was penalized for a mistake LoanCare made. They delayed my request further, even though it was their error in not documenting their receipt, of the initial copy of the Trust document, I sent back in XX/XX/XXXX. I have a confirmed sent receipt and was able to prove I sent the documents to them. Yet, even with the appeal approval and multiple escalation requests for rush, my request was never expedited nor completed in a timely manner.
I am now kindly requesting an Agency Escalation, that my signed loan modification documents be recorded to the County Recorders Office and be fully resolved and completed as soon as possible ; no later than XX/XX/XXXX.
Thank you for your help and time.
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| 07/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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Loan Care, A Service Link Company, services our home mortgage. We proactively attempted to negotiate a loan modification that would allow us to stay current on payments until such time that we can sell the property. XXXX of us started new employment that requires relocation to XXXX XXXX Indiana. He is currently employed with in a temporary assignment with the new employer until the relocation can occur.
We initially contacted Loan Care on XXXX/XXXX/XXXX seeking a payment reduction and subsequently made our regular payment on XXXX/XXXX/XXXX. The phone call informed us that they would not or could not do anything for us and that failing to make the payment by XXXX/XXXX/XXXX would be reported to the credit agencies.
The fact are as follows : Delinquent Notice mailed via USPS dated XXXX/XXXX/XXXX XXXX dated XXXX/XXXX/XXXX notifying us that our loan is in default. Sent via UPS.
Phone call to me on XXXX/XXXX/XXXX by XXXX XXXX advising us that our request for Loss Mitigation Options. I was told that we were n't eligible for the program and the case was being closed without consideration. No reason was given for this determination.
Letter dated XXXX/XXXX/XXXX sent via USPS notifying us that XXXX XXXX was being assigned as our Mortgage Resolution Advocate.
Letter dated XXXX/XXXX/XXXX delivered via UPS. This letter is in response to that package.
Following is a list of our contact with LoanCare that was initiated by us, the homeowners : Phone call on XXXX/XXXX/XXXX asking if there was anyone to talk to regarding a payment modification or interest only payment. LoanCare response was " No. There are no options for loan modification. We were instructed to make the payment by the last day of the month or LOanCare would report the delinquency to the credit agencies. '' Full payment in the amount of {$3100.00} was sent on XXXX/XXXX/XXXX.
After we received the letter on XXXX/XXXX/XXXX notifying us of the defaulted loan I called again and talked with operator # XXXX who directed us to MyLoanCare.com to get instructions and forms to apply for Loss Mitigation. Multiple times this operator inquired about a " short sale ''. Each time I told her that the house was up for sale but it was not a short sale. In fact, we have significant equity in the property. At this time, I also updated our phone number again.
Now, 5 months later, LoanCare has offered proposed modification terms but they are ridiculous. They expect us to make a modified payment by XXXX/XXXX/XXXX after they delayed the whole process by 5 months.
Further, LoanCare has acted fraudulently by stipulating in the first paragraph of their letter dated XXXX/XXXX/XXXX that they have tried to contact us to discuss loan foreclosure prevention which is an outright lie. We contacted them 5 months ago! And there has been subsequent communication on a continuous basis. We find these actions be to hostile and damaging to us and LoanCare should not be allowed to execute such processes as they create unnecessary anxiety as well as having caused damage to our credit rating. How can they possibly get away such actions? The have lied outright, failed to respond to our initial query, extended the time to resolve that matter and now they want to put us under totally unnecessary financial strain that could have been resolved 5 months ago in XXXX, XXXX.
We would appreciate assistance with this matter considering their actions were in fact fraudulent. How can they possible expect us negotiate in good faith or to accept their offer when they have blatantly lied, and in writing no less. And should we pursue XXXX as also offered we have no confidence LoanCare will act in our interest.
We are attaching backup documents for your review.
XXXX and XXXX XXXX XXXX
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| 12/28/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My mortgage servicer is XXXX XXXX XXXX, XXXX, but my monthly mortgage payment is sent to LoanCare. All communications regarding this concern have been directed to LoanCare, which is the customer service phone number listed on my mortgage statement ... XXXX.
I sent the attached documents via fax to LoanCare on XXXX/XXXX/15, because an error had been made on my escrow account by LoanCare that showed on an Annual Escrow Account Disclosure Statement I received in the mail dated, XXXX/XXXX/15, stating that I had a shortage of {$1100.00} in my escrow account. Through my investigation of this error, I learned that LoanCare had received a Balance Due Notice from my insurance company, and without just cause, LoanCare changed the homeowner 's insurance premium on my escrow account to the amount that was showing as the balance due, even though it was not a Declaration Statement stating a premium change. Several customer service representatives at LoanCare that I have spoken with about this issue have admitted that the error was made on their end, but refuse to have the issue reviewed by anyone higher than a lower-level supervisor at LoanCare and to-date, no action has been taken to correct the issue. LoanCare representatives informed me that I could spread the escrow shortage payments out further, if I had difficulty making my mortgage payment as a result of the error. I do not need extra assistance making my payment. I want an executive at LoanCare to admit that a serious error had been made and to make it right, which means that LoanCare would be responsible for, up to and including depositing any missing funds in my escrow account that occurred as a result of this error. They are supposed to be the experts. Furthermore, they were entrusted to manage those funds honestly and accurately and should neither be excused from any error that was made with money that I had already paid-in, nor expect me to pay the difference of any money that should have been accrued in my escrow account from the time the error was made through the present.
Another concern arose after I sent the document and attachments to LoanCare via fax on XXXX/XXXX/15. I contacted LoanCare via phone on XXXX/XXXX/15 to follow-up and ensure that the documents had been received that I had sent via fax. I was told my fax had been received. I asked how long it would take for my concern to be reviewed -- 15 days, 30 days, 60 days -- and the customer service representative informed me that LoanCare does not have a specific time requirement or policy for reviewing complaints/concerns, and that I would not receive any type of notification after it had been reviewed, but I could call back later to see if it had been reviewed. The representative also informed me that they do not really have a, " Customer Service Escalation-Notice of Error '' department or a specific employee assigned to these types of concerns -- it 's just whoever is available to review it. The LoanCare automated system specifically stated that these types of concerns needed to be sent to the fax number listed on the fax sheet that 's included in my attachment, and that any duplicate documents WOULD NOT be reviewed, so I could only send it once or risk LoanCare not even reviewing my concern. I was also informed during this phone call with the LoanCare customer service representative that LoanCare would not be responsible for replacing or depositing any funds into my escrow account, regardless if the error was made by LoanCare. I have done all that I feel I can do as the homeowner in relation to this concern, and I am requesting assistance from the Consumer Financial Protection Bureau to assist me in having my concern reviewed and resolved with LoanCare/XXXX, XXXX.
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| 08/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LOANCARE, INC. TERRIBLE CUSTOMER SERVICE VIOLATION OF HOMEOWNERS PROTECTION ACT.
Our loan recently got transferred to Loancare. We are attempting to reamortize the loan and/or to put cash down to get rid of PMI. We have attempted numerous times to contact the company to discuss our options, but are unable to reach anyone who will assist us. As this has been going on for 2 months ( about to be 3 ), we are about to make our 3rd payment where we will be unnecessarily paying PMI. We believe that Loancare 's terrible customer service is preventing us from getting our rights in the Homeowner 's Protection Act.
DETAILS OF WHAT HAPPENED : Our loan was transferred from one lender to Loancare , LLC. around or before mid-XX/XX/XXXX of XXXX, very shortly after we closed on a house.
During that time, we were attempting to put cash down on our loan and have the loan reamortized/recast as we had additional money to put down. This would avoid PMI and make our monthly payments lower. Shortly after it was transferred, we attempted to reach Loancare, but did not have our account number at that time ( as our loan had just been transferred to them ). They indicated it may take several weeks to get the documentation in the mail ... .but we would not be responsible for paying our first payment for 90 days ; as the loan was sold.
Around XX/XX/XXXX, we received our first statement and attempted to call Loancare, but we were placed on hold for ~1 hour.
On XX/XX/XXXX, we called loancare again, and explained the situation to them. ( Phone reference numbers can be provided if needed ). They requested that we send the request via email which we did.
Between XX/XX/XXXX and XX/XX/XXXX ( 48DAYS ) ... .we attempted to follow-up with loan care several times. Most of these times after navigating through the multi-layerd automated system, we were either placed on hold ; or our account number was not recognized, and we had to start the automated process over again.
An XX/XX/XXXX, I reached " XXXX '' and was on the phone with her from XXXX ( 1 hour and 35 minutes ). During this time period, XX/XX/XXXX was able to look up our previous call ( from 48 days earlier ), and indicated that we needed to include the dollar amount we wanted to include with our payment in another email. I sent this request via email, and received what appeared to be an automated email confirmation. ( ie : the same email I received 48 days earlier ). I asked to speak to someone who could help me with this request, and was told that they are working on it, and will reply by XX/XX/XXXX ( 56 days after the initial request ).
This 56 day wait ; plus the wait it took before LoanCare would give us an account number ; has forced us to pay PMI for 3 months. We believe that under the Homeowner 's Protection Act ( HPA ), we have the right to eliminate PMI ... ..but are unable to due to Loancare 's terrible customer Service.
I am afraid that on XX/XX/XXXX, the issue will not be resolved ... and based on this company 's pattern of customer service, we will either be placed on hold and/or only receive an automated email ; and not have the issue resolved ; resulting us not being allowed the rights that are spelled out in the HPA.
After the phone call on XX/XX/XXXX, I asked to speak with a supervisor to discuss other options. I was placed on hold where there was an automated message saying " All the managers***To have them call back press**** ''. This automated message was muffled, so I was unable to make out what it said. I then automatically got disconnected.
I attempted to call back, ( at XXXX ) but as of now ( XXXX ) ... I am still on hold.
I am hoping that Loancare , LLC. can assist us with this reamoratizing/recasting/PMI issue.
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| 10/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, we have a mortgage that was purchased by " XXXX XXXX ''.
since they purchased our mortgage we have had no luck in talking with a customer support person.
There automated service is terrible, goes round in circles and when we try to make a payment we get all the way through the process and it says they are experiencing difficulties please call back.
This has happened on about six occasions. we have literally spent over an hour on phones trying at various time to get through.
The kicker happened this week.
last week we asked for a payoff amount ... ... ( we actually got a real person for the first time, apparently that's the only way to reach a real person is ask for pay off amounts!! ) ) and gave all our info that was asked for.
I received an email with someone else 's pay off info ... ... their address names etc. I will copy it to this letter. I can only wonder who got all out personal info and how this happens.
We just want to pay off this mortgage and get on with life. These people clearly don't care about their customers by their handling of us when we talked to the representative to the way they protect our personal info.
At our wits end here 's what we received ... ...
Page XXXX LOANCARE , LLC XXXX XXXX XXXX XXXX XXXX VA XXXX PAYOFF STATEMENT Request Date : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Issue Date : XXXX XXXX XXXX XXXX XXXX XXXXt XXXX MO XXXX Loan Number : XXXX Loan Type : CONV W/O PMI Payoff Good Through Date : XXXX Property Address : XXXX XXXX XXXX XXXX XXXXXXXX XXXX MO XXXX XXXX XXXX PAYOFF AMOUNT INFORMATION XXXX CONTACT US _ This loan is due for the Customer Service XX/XX/2020 payment. XXXX XXXX XXXX XXXX The current total unpaid principal *Calls are monitored and recorded balance is : {$190000.00} to ensure quality service. Interest at 5.25000 % : {$690.00} Less Current Escrow Balance : {$.00} Hours Suspense Balance : {$.00} Monday-Friday : XXXX XXXX. to XXXX XXXX EST Total Fees and Charges : {$24.00} Saturday : XXXX XXXX to XXXX XXXX EST Website : TOTAL AMOUNT TO PAY IN FULL : {$190000.00} XXXX XXXX CONTRACTUAL AND OTHER FEES AND CHARGES DUE _ PRO RATA PMI : {$.00} Prepayment penalty : {$.00} Processing/Recording : {$24.00} Revision Fee : {$.00} Escrow/Impound Statement Fee : {$.00} Overdraft : {$.00} Recoverable Corporate Advance Buydown Subsidy/Replacement Balance : {$.00} Reserve Balance : {$.00} Other Fees Due : {$.00} Unpaid Late Charges : {$.00} XXXX XXXX Map Fee : {$.00} Unpaid NSF Charges : {$.00} ____________________________________________________________________________ ESCROW INFORMATION Escrow Balance : {$.00} Restricted Escrow : {$.00} Please note that tax and insurance disbursements will continue to be made during this payoff statement period. A refund of any remaining money will be sent to your address of record within 15 business days. If you are relocating, please remember to update your address on our website which can be found on your most recent statement. The payoff statement amount is accurate up to the date the statement is issued. The total amount is good through XXXX. Please be advised that funds received after this date will be subject to an additional {$27.00} per day. If this obligation is not paid-in-full by the payoff good through date, then an updated payoff amount must be obtained. Depending on the state law, a charge may be incurred for such a request. Issuance of this statement does not suspend the contractual requirements to make payments when due in in compliance with the terms of your note and security instrument. If payments are not made on or before the expiration of the grace period, a late charge of {$59.00} will be assessed. PAYOFF REMITTANCE INSTRUCTIONS HAVE BEEN INCLUDED FOR YOUR REFERENCE.
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| 09/30/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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I received a call from LoanCare on XX/XX/XXXX where I was notified that I was approved to make trial payments for a loan modification. This came as a surprise to me because I had already completed trial payments after ending COVID-19 forbearance and had been disputing with LoanCare on the matter since XX/XX/XXXX. The LoanCare rep was also calling to confirm if I had received the documentation for the trial payments which I had replied no. I also informed her that I shouldn't be in a trial payment plan as I was already in the modification process. She said " okay '' and ended the call.
I communicated with another LoanCare rep on XX/XX/XXXX who again told me that my trial payment was approved and due at the end of the month. I told her that I was already in the modification process to which she responded " yes, I see that your file is with underwriting, and I'm not sure why you're scheduled to make trial payments ''. I also notified her that I had not received any documentation regarding said trial payment plan. She replied that she would get the documents sent.
On XX/XX/XXXX I communicated with another LoanCare rep who informed me that my first trial payment was due before the end of the month. I told her that my loan was already with underwriting and inquired as to why I had to do trial payments. I was placed on hold while she got clarification from a supervisor. At this point I added my VA housing technician to the call and we both waited for the LoanCare rep to report back. I was informed that my modification was approved and that the trial payments were part of the modification. I explained that I had already completed trial payments last year and have been waiting for XXXX year and XXXX months for LoanCare to provide me with my monthly mortgage payment. She explained that it was a new year and the previous trial payments I made were void. I also inquired as to why the trial payments increased by more than {$300.00} than my previous mortgage payment. I was told that " this is what the interest rates are now ''. I explained again that I had been waiting for LoanCare to provide me with a payment for over a year after ending my COVID-19 forbearance, and now due to their mishandling of my loan, I am impacted financially because interest rates have increased. I again told her that I have not received any documentation regarding the trial payments, despite their system stating it has been sent. After several minutes of silence, the VA housing technician and I found that the LoanCare rep was no longer on the line.
The VA housing technician has also been waiting for a response from LoanCare for over two weeks as to the breakdown of the $ XXXX increase in the mortgage payment.
Despite not having any trial payment documentations in hand, which I believe I am legally due, I made the first of the trial payments on XX/XX/XXXX. I have yet to receive the payment confirmation email the LoanCare rep said I would receive within 24hours, nor has the amount been debited from my account. As of XX/XX/XXXX I do not know when my trial payments are due, or where to make the payments. I can only hope that the customer service rep will apply my payment correctly so that LoanCare does not mark my payment as late and inaccurately report to the credit bureaus as they have done before to me and so many other LoanCare clients. I can also only hope that they don't disqualify my from the loan modification due to them not processing my payment in a timely manner.
I am requesting documentation for the trial payment plan. I am requesting receipt of the timely trial payment made on XX/XX/XXXX. I am requesting a cost breakdown related to the increase of the $ XXXX increase in my mortgage.
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| 02/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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I submitted a request to my mortgage company, LoanCare, for the termination of my Property Mortgage Insurance ( PMI ). The request was submitted because my property value has significantly increased thereby enabling the " Loan to Current Value '' ratio of my mortgage to be 75 % or less, which is the qualification that Loan Care says must be met for the termination of my PMI.
After I submitted my request, LoanCare sent me a letter indicating that I needed to get an property assessment ( see attachment ). They offered me 2 options to get the assessmentdone, BPO ( Broker Price Opinion ) for {$150.00} or a Standard Appraisal for {$320.00}. I chose the BPO option and made the non refundable payment to LoanCare. Please note that the BPO determines the " CURRENT VALUE '' of my property which is the determining factor that LoanCare stated it would use to determine PMI termination eligibility ( see attachment ). I received a call from the BPO representative, set an appointment and the representative came to my property and did a thorough assessment.
On XXXX I received a letter from LoanCare indicating that the BPO assessment had been done but I was determined to be INELIGIBLE for the termination of my PMI. I telephoned LoanCare regarding their decision and I was informed that the BPO assessment was not utilized in their evaluation but rather a Property Value at Origination ( PVAO ) of the loan amount was utilized ( see attached document ). Please note that the PVAO amount ( {$400000.00} ) is considerably less than the BPO assessment amount ( {$450000.00} ) and if I wanted to proceed with terminating the PMI I would have to pay down the mortgage loan balance in the amount of {$16000.00} OR I could request and pay for the standard appraisal ( {$320.00} ).
I questioned this determination. I asked the LoanCare representative the following : XXXX. Why wasnt the BPO assessment that LoanCare offered me to get ( and I paid for ), why wasnt it utilized in the evaluation. The BPO assessment amount came to {$440000.00}. The " Property Value at Origination '' amount is {$400000.00}. The LoanCare representative said that she didn't know why. If LoanCare would have utilized the BPO I would have definitely have been determined to be eligible for PMI termination. Also, I informed the representative that LoanCare did not indicate in their XX/XX/XXXX correspondence that the BPO would NOT be considered in the evaluation process. If I knew that it would not be considered I would not have paid for and elected to utilize that option for the evaluation.
XXXX. Why wasnt I informed that the " Property Value at Origination '' amount of {$400000.00} would be used to determine my eligibility for PMI termination. the PVAO was not mentioned in the XX/XX/XXXX letter that LoanCare sent me. The LoanCare representative said she did not know. The LoanCare representative again stated that if I wanted to get a full appraisal ( and pay {$370.00} ) I could do that and resubmit the request. Otherwise I would have to pay {$16000.00} to have the mortgage balance amount reduced and be found eligible for PMI termination. I asked the representative the following : XXXX. I then asked the representative that If LoanCare did not used the BOP in the evaluation why would the you use the full appraisal amount in the evaluation instead of the Loan at Original Value amount? She could not answer that question and stated that my request would be further reviewed.
LoanCare 's evaluation and determination of my request for cancellation of my PMI insurance was fraudulent and totally unfair. This is my second complaint regarding this company. Please see the attached documents in support of my current complaint.
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| 09/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased a home in 2015 using XXXX XXXX XXXX in XXXX, Wyoming. XXXX XXXX did the appraisal work. XXXX XXXX XXXX provided the lender with a Standard Flood Hazard Determination Form. My Mortgage has been sold several times over the past 2 years, and is now with Loan Care. My home owner 's insurance is with XXXX and Flood Insurance is through XXXX.
I was told in order to get a mortgage on this residence, I had to show proof of flood insurance, which I did.
I received a letter from FEMA recently stating that my flood insurance will increase 6-18 % yearly, until I get an Engineer 's Certificate, to show the actual risk, then my rates my stabilize.
I spoke with my County Engineer 's Office about how to get an Engineer 's Certificate. The County Engineer advised me that my residence is NOT in the zone which is REQUIRED to carry flood insurance. He provided me with zoomed in satellite images of my lot and residence, and he was able to layer the FEMA flood maps to show exactly where my home lies, which is NOT in the required area.
I also located my original Appraisal, which states correctly the flood plane that I am in, which is NOT the mandatory area.
I provided my Appraisal, along with the copies of the Engineer 's maps to both Loan Care Insurance Specialist, as well as XXXX/Assurant. I requested that my flood policy be dropped and I be refunded.
I received a response about a week later, with a map included, from XXXX/Assurant. They advised that if any part of my residence touches the AE flood zone, I have to carry flood insurance. The map they provided is poor quality and does not show exactly where the flood zone lie runs, in addition, they are claiming that a yard shed is in the flood zone line, and that is the reason I have to carry flood insurance. 1. it is a stand alone yard shed, not attached to my home. 2. the shed blew down last year and is now located in pieces in my county landfill.
I had my County Engineer zoom in further on his mapping system, and mark the stand alone shed 's former location. I also had my County Assessor 's Office take photographs showing that there is no longer a shed in that location. I again provided this information to both Loan Care and XXXX.
I then spoke with an individual at XXXX, who completed the Standard Flood Hazard Determination Form. This company was the company who provided XXXX XXXX with the low quality map. I provided this individual the Engineer 's Office photos, and the Assessor 's Office photos. He stated that was VERY clear to him that the shed is not present, the flood zone ran through the area of the shed, but did not touch my residence. He agreed that the Standard Flood Hazard Determination Form was incorrect. He advised he will make his corrections and provide that to XXXX/XXXX.
I then received an email from XXXX that advised the flood zone MAY touch my back deck, therefore I would still be required to carry flood insurance.
The deck 's value is about {$1500.00}. I pay nearly {$3000.00} a year in flood insurance, in addition to my homeowners policy.
My next step will be to have our County Engineer 's Office to go to my residence and measure the distance between my actual home and the flood zone line, as well as measuring the distance from the deck to the flood zone line.
I feel the original bank was incorrect in overlooking the Appraisal, which shows the correct flood zone information. My mortgage then sold repeatedly due to my continually rising flood insurance. My mortgage payment has gone up dramatically in two years due to the low funds in escrow to cover my flood policy. Now, my XXXX/XXXX is not being helpful to correct this, neither is my current mortgage company.
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| 02/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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I DO NOT TRUST Loan Care, regarding my mortgage account transfer from XXXX XXXX. TO Loan Care has been a disaster since Loan Care bought the loan from XXXX. I was given notice by XXXX, and Loan Care on ( received date ) XXXX/XXXX/XXXX and XXXX/XXXX/XXXX respectively notifying me of the change of loan ownership. HOWEVER, though XXXX has stated to me that the escrow account was paid up and scheduled and receiving payments accurately and timely, with an ending escrow transfer amount to Loan Care of {$1000.00}, Loan Care in less than 30 days shows a escrow shortage of {$830.00} in their XXXX/XXXX/XXXX Annual Escrow Disclosure Statement and changing the monthly payment from {$1000.00} to {$1000.00}. This same Annual Escrow Account Disclosure Statement inaccurately shows my hazard insurance amount of {$2400.00} when it should have been {$1900.00} ( + {$550.00} ) and the Taxes of XXXX when it should have been {$2900.00} ( - {$20.00} ). I confirmed with XXXX that they had been using the correct amounts and they showed the transfer statement with the correct amounts to Loan Care.
On or about XXXX/XXXX/XXXX after spending 3.5 hours with XXXX Loan Care 's Customer Service Agents to get to the Escrow Hazard Insurance Department on a XXXX call to my Insurance Agent to straighten this out, I had to separately call the Loan Care Escrow Tax department and go through the same thing except they had to have verification by mail from the XXXX Assessor.
When I received the XXXX statement on XXXX/XXXX/XXXX my monthly payment has now gone from {$1000.00} to {$1100.00} even though their XXXX/XXXX/XXXX letter stated my new monthly payment would now be {$1000.00} with the incorrect Hazard Insurance and taxes. On another Annual Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX, it now shows my shortage amount to be {$550.00} and my new monthly payment to be {$1100.00} even though they credited back the hazard insurance amount of {$550.00}.
When I received my XXXX statement on XXXX/XXXX/XXXX, the statement shows a mortgage payment amount due of {$1000.00}. In their Important Messages section it states that all partial payments will be held in a " separate suspense account '' and until the higher payment amount difference is received, the payment will then be paid against the principal and interest. Since I 'm not receiving basis interest points on this held money and I 'm paying interest on the higher principal not getting paid down, this seems like usury and illegal.
Out of frustration again on the phone with a Customer Service Agent on XXXX/XXXX/XXXX who calculated my escrow account over the phone, said my shortage would be {$460.00} if I wanted to keep my monthly payment of $ XXXX/mo. I paid this amount over the phone though I do n't feel I should have since the account was transferred with the escrow account at PAR or paid up. On XXXX/XXXX/XXXX I received another Annual Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX showing now that I have shortage of {$93.00}. On or about XXXX/XXXX/XXXX I again call Customer Service Agent who transferred my call to a Supervisor who promises to send me a email with the full detailed disclosure from the time they received the loan to validate the shortage and could not give me any reason why all of this confusion with my account. As of this writing I have not received any information to detail this accounts accuracy.
I would HOPE that the XXXX will encourage Loan Care to produce a detailed ACCURATE accounting of this escrow account to validate their inconsistent and erroneous statement data and determine if any illegal activity has transpired.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, NE XXXX XXXX
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| 05/18/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Mortgage company reported late payment.
XX/XX/XXXX, I refinanced with XXXX. Received a letter stating loan is transferred to XXXX XXXX XXXX ( Loancare ) with first payment due XX/XX/XXXX. XXXX. I paid XXXX XXXX XXXX XXXX XXXX and XX/XX/XXXX payment.
Late XXXX, I received a letter from XXXX mortgage company stating the loan is being transferred to XXXX, payments due on or after XX/XX/XXXX are to be sent to XXXX. At the time of the letter, I had already sent my payment for XXXX and XXXX to XXXX XXXX.
First week of XXXX I get calls from XXXX stating they want their XXXX and XXXX payments. I told them I already paid them to XXXX XXXX per the letter I received in XXXX XXXX. They told me they will look into it.
Mid XXXX, I sent my XXXX payment to XXXX. Late XXXX and XXXX, I'm getting two mortgage bills from two different banks. XXXX is harrassing me about the XXXX and XXXX payment, and XXXX XXXX is harrassing for the XXXX payment which I paid XXXX.
In XXXX, I spoke with XXXX XXXX and they told me that my loan is still active with them and they have no records of the loan being transfered to XXXX. During this time, I get a letter from XXXX stating that the loan is being transfered to XXXX XXXXXXXX XXXX
I had sent in all notice of transfer letters and proof of payments to both XXXX XXXX and XXXX. Because XXXX was showing they were missing XXXX and XXXX payments and XXXX XXXX missing XXXX, they both assured me that this will not affect my credit because I am protected for 90 days after a loan transfer.
( For the record, first payment after the the refinance was XXXX. XXXX and XXXX payments went to XXXX XXXX. XXXX payment went to XXXX, XXXX and XXXX went to XXXX XXXX, non of which were late ).
When I contacted XXXX after receiving this transfer notice, they told me they could not help me because my loan packet was with XXXX XXXX. I was advised to contact XXXX XXXX and sort it out. The XXXX payment I had sent to XXXX was sent with the loan to XXXX XXXX.
After the loan transferred to XXXX XXXX in XXXX, XXXX XXXX was contacting me for the two missing payments, XXXX and XXXX ( both were sent to XXXX XXXX ).
( In a nutshell, first payment after the the refinance was XXXX XXXX XXXX and XXXX payments were sent to XXXX XXXX XXXX was sent to XXXX, XXXX was sent to XXXX XXXX.
After going back and forth with XXXX XXXX and XXXX XXXX almost everyday for almost a month, XXXX XXXX contacted me late XXXX and told me everything was corrected and settled. The loan was being transferred to XXXX XXXX and will be finalized XXXX XXXX Since it was the last week of XXXX, they told me to send the XXXX payment to XXXX XXXX since the loan is being transfered to avoid further confusion.
Loan transfer issue has been resolved.
Last Saturday, I was checking my credit report via XXXX and noticed my credit score drop significantly. It was because a " Late payment '' from Loancare who reported it looks like this month.
I sent to company messages via their website no call back or email. I have been calling all day today and yesterday but have been unable to get through anyone through their automated system.
I have NEVER missed or sent a late payment. I have worked hard to have the credit rating I have.
This last few months have been extremely stressful for me dealing with these mortgage companies. These banks don't communicate with each other or within. If I had not taken the time from work and home to figure it out, this would still be on going.
Please help me correct this " late payment '' from my credit report. Never been late or missed a payment. I am planning on buy a new home in the coming months and I don't want this to ruin it.
Thank you.
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| 10/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare , LLC began servicing my loans after servicing was transferred from XXXX XXXX. These are loan numbers XXXX and XXXX. On XXXX XXXX, 2019, I obtained payoffs for both loans through XXXX XXXX, 2019 in the amounts of {$19000.00} and {$1300.00}, respectively and sent two cashier 's checks each attached to a copy of the corresponding payoff statement, with loan numbers and amounts highlighted. Loancare received these checks via certified mail on XXXX XXXX, 2019.
Loancare improperly processed these payments, applying both to XXXX resulting in a complete payoff of that loan, and an additional " escrow '' payment of {$1300.00} XXXX see attached documentation from online interface ). No payment was applied to Loan XXXX.
I called XXXX on XX/XX/2019, and was assured there would be a full resolution of the matter by XXXX XXXX, 2019. When I reviewed my online statement XXXX XXXX, 2019, there had been no resolution. I again called on XX/XX/XXXX and re-explained the entire situation again. I was told that because it had gone to escrow it was frozen and they could not properly apply the payment. The person told me there was nothing she could do but that I could speak to a supervisor. I was transferred to a line that said no supervisor is available and instructed me to put in my phone number, which I did. I later received a call from XXXX, employee # XXXX.
I asked her to acknowledge that this was their fault, and that they had misapplied my payment and now were refusing to correctly apply it. She said that was the procedure and that this was an automated system and no human received the documents. This is plainly untrue, because a human signed for them, but be that as it may, I asked if any of their payoff documentation said multiple loans must be in different envelopes. She said no, but a person is expected to apply deductive reasoning and that I should have realized this would happen and sent them in separate envelopes, despite there clearly being no instructions to do so.
I also informed them that due to their error I had to ( i ) purchase another cashiers check which costs {$10.00}, and ( ii ) send that certified mail, which would cost another {$4.00}. She professed not to understand, saying I could just make my regular payment. I again explained that payoffs were required to have cashiers checks, and since they had already misapplied the funds once, I of course would send certified mail. Since my loan balance was less than one months payment, I could not simply make a regular payment. I told her I believed that they had committed theft with respect to my money by not properly applying the payoffs as instructed, and then charging me additional fees and making me incur additional fees, as well as charging interest. She promised that a hold had been put on my account so that no late fees could be charged, etc.
XXXX said a flag was on the account so I wouldnt incur a late fee. I asked if the loan would still accrue interest even though I made the payoff in full compliance with their instructions, and she said it would. I asked if she could give me a new payoff, and she said she would. She provided that, and it was in the amount of {$1300.00}. I told her that I expected to be made whole based on the {$10.00} cashiers check I would have to purchase, plus the {$4.00} certified mail and the additional {$4.00} interest they were charging me on money they had already been paid and she refused. This totals {$18.00} in direct damages, and does not take into account the damages that other people likely would have incurred or the amount of time I spent. I believe that these abusive practices should be stopped for the benefit of consumers.
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| 10/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We used the VA loan forbearance due to effects from covid. We recovered from covid slightly before our forbearance had ended. When I spoke with our Loan Service Provider ( Loancare LLC ) on XX/XX/XXXX, I advised them that I wanted to apply for an initial VA Partial Claim Payment ( VAPCP ). VAPCP is a temporary program that is intended to assist Veteran borrowers specifically impacted by the COVID-19 pandemic to resume making their regular ( pre-COVID ) mortgage payments after exiting forbearance. VAPCP is available from XX/XX/XXXX through XX/XX/XXXX. However, Loancare advised me they longer doing VA partial claims and the program had ended.
I contacted XXXX XXXX XXXX XXXX and spoke with my loan Technician. The VA loan technician said we are still eligible, and to call back and re-request VAPCP. Moreover, the technician had recent partial claims from Loancare in her queue. This confirmed that VAPCP was still possible. She advised me that some loan service providers are using this as a tactic to restructure low APR homes. We had a XXXX XXXX XXXX now they said my only option is to restructure the loan and get the new market rate, or I have to pay the past due amount of {$33000.00}.
Called a Second time XX/XX/XXXX and was denied the VAPCP program again. I advised them about what the VA XXXX said, and they refused to submit the claim. I asked for an email to send official documentation about the program to them, and the rep provided an incorrect email address.
Called XXXX XXXX Called and was denied VAPCP again. They said it was due to the program ending on XX/XX/XXXX. This was wrong according to the VA documentation, and the XXXX XXXX. I went over programs to get my account current with Loancare. In the disclosure that they read on a recorded line, it says the VAPCP program and deferral is available, but refused to offer it to me. They advised I had to pay the past due balance ( {$33000.00} ) or do a loan modification.
Called XX/XX/XXXX and denied VAPCP. I asked them about the VA documentation I emailed to them for review, they had not received it. I was given the wrong email, so I resent the documentation to the correct email address for review.
Called XX/XX/XXXX Denied VAPCP once again. I asked about the VA documentation I sent for review, the claimed to have not received it and wait 24-48 hours.
XX/XX/XXXX My COVID-19 forbearance has officially ended.
Called XX/XX/XXXX Denied VAPCP program once again, even after receiving the VA documentation. My forbearance has now officially ended. I am currently in collections status and in danger of losing my home. I have no choice but to start the loan modification process. They refused to give additional information on why they decided to end the program. Because of my status, if I dont accept the loan mod, they will move me to pre-foreclosure. I still have not heard from Loancare regarding the VA documentation I submitted. They Loancare Representative I spoke with said that no one was notified that they would be ending the VAPCP program. I believe this is unfair to veterans, the forbearance put us into a worse position than before the pandemic. Please help us.
The Loan Modification approval process was based off 3 questions : 1. Can you resume you monthly payments you had Pre-Covid. ( I said yes ) 2. Can you pay the past due amount of {$33000.00} by today? ( I said no ) 3. Have you expenses increased or income lowered since the forbearance? ( I said yes, due to new child and new business ) Loancare LLC XXXX XXXX : Address : Loancare XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Phone : XXXX Phone : FAX : XXXX Email : XXXX Thank you for your time!
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| 05/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My payment for homeowners insurance ( {$2300.00} ) was due XX/XX/XXXX. Loancare did not pay the bill by the due date. I confirmed multiple times that by logging in to my online insurance account. Since they had not paid, I paid the account on XX/XX/XXXX.
At the same time, in my Loancare account, it showed that I had to upload proof of insurance to XXXX since my old insurance expired after XX/XX/XXXX. I made my insurance payment on time so I would not default on my policy and I uploaded the statement showing this had been paid. The statement I provided showed proof of insurance and a XXXX balance meaning the insurance had been paid and Loancare did not need to pay anything.
On XX/XX/XXXX, Loancare decides to pay my Homeowners insurance ( {$2300.00} ) a second time. You can see this from my statement provided. This was a paper check mailed so theres no way it would have been received on time for the XX/XX/XXXX due date. But theres no reason for them to send a check at this point since I already provided proof of payment.
I have called Loancare on numerous occasions and they do not have customer representatives to speak to in order to resolve problems. Their system is entirely automated. I have been able to speak to someone at mycoverage.info, but they can not help me with Loancare issues, only whether or not they received documents. Their information is inaccurate though, because when I did call and speak to someone after realizing my homeowners insurance had been overpaid, the lady I spoke to on XX/XX/XXXX told me there was no proof I had uploaded my receipt of insurance payment. That is 100 % false. I have the email confirmation and the file I uploaded. Unfortunately, their confirmation doesnt show what was uploaded but I know for a fact that this document showed payment and the entire point of my upload was to show I had already paid and provide proof of insurance.
Since Loancare does not have phone representatives for customer service, I have since resorted to emailing their customer service, but they do not respond to emails either. I only have gotten auto responses or emails indicating my message would be forwarded to the appropriate department.
There are 3 different ticket numbers that were created through all of these messages : XXXX, XXXX, XXXX.
XX/XX/XXXX I sent an email requesting a refund from escrow for homeowners insurance overpayment.
XX/XX/XXXX I requested refund from escrow for homeowners insurance overpayment.
XX/XX/XXXX I sent another request to refund funds from escrow for homeowners insurance overpayment.
XX/XX/XXXX replied to their canned response asking for a timeline of a response.
On XX/XX/XXXX for some mysterious reason, Loancare decided to try to pay my homeowners insurance a third time. I received an email stating an escrow disbursement was made on my behalf yet when I logged into my account there was no additional information, such as who it was sent to. This was after I requested to have it refunded TO ME. I did not authorize any funds being disbursed to anyone other than me. There was no reason for my insurance to be paid a third time.
XX/XX/XXXX I sent a follow up email asking for a response.
XX/XX/XXXX I sent another follow-up email asking whether or not the escrow disbursement was refunded to me or if the insurance was overpaid again.
XX/XX/XXXX I sent another followup alerting them that I would be filing complaints with government agencies since I had been unsuccessful at getting any response or resolution from Loancare.
As of XX/XX/XXXX the funds from the second overpayment have been returned back in my escrow account ( i.e. the insurance company again rejected the check )
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| 05/23/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I contacted Loancare on XX/XX/XXXX after my insurance company ( XXXX XXXX ) sent me a bill for the unpaid Hazard Insurance that was due on XX/XX/XXXX. I was transferred around to multiple people, who stated that they would not pay a bill until they received an evidence of coverage document. I then contacted my insurance agent, and was told that multiple bills and coverage documents had been sent going back to the beginning of XX/XX/XXXX. My insurance agent assured me that they would generate another document and send it that day. I was copied on the document that was sent to Loancare on XX/XX/XXXX at XXXX XXXX ( Eastern ).
I called my insurance agent on or about XX/XX/XXXX to see if payment had been made, and found out it had not. I again contacted Loancare to determine why, and the person on the line was very irate, and told me that it would be paid, but refused to commit to a timeline.
I contacted my insurance agent again on XX/XX/XXXX to see if payment had been made, and again, found is was not. I contacted Loancare again, spoke to someone who transferred me to " the insurance division ''. I spoke to a " XXXX '' who told me that a check was being cut and would be overnighted - being mailed on XX/XX/XXXX, and told me that I could again call in tomorrow to get the check number and XXXX tracking number, but that they would not follow up with me. I asked why it took so long to get the insurance paid, considering that there was plenty of money in my escrow account, and the bills had been submitted to Loancare for several months. XXXX stated that there was a " disbursement hold '' but that it had been removed. I questioned what that is, who and why it was there, but she could not answer, so she sent me back to Loancare ( apparently, the " insurance division '' is a separate company ). I was transferred back, and requested the who/when/why of this disbursement hold. The lady I spoke with said that there is no hold, and she can not see anything about it. I requested to speak with a manager, and after about 10 minutes on hold, spoke with XXXX. She reiterated that since there was no hold, she could not tell who/when/why. I requested that she research why and tell me. She stated that she would have to contact another department and await a response, but refused to commit to following up with me by a specific date. ( I'm concerned that my insurance is going to lapse, as I can not trust that Loancare will have paid the bill ) I stated this to XXXX, who " understands my concern ''. I asked that she follow up by Monday XX/XX/XXXX, however, she refused again to commit to a date. I reiterated that the insurance MUST be paid before XX/XX/XXXX to avoid a lapse in coverage, however, she stated " the insurance division said they are sending a check ''. I reiterated that I could not trust that, since Loancare has been receiving bills for over 3 1/2 months and still had not paid it. I requested to speak with her manager, and after a long hold, was transferred to a " XXXX '' voicemail box. I left a message to him to get back to me no later than XX/XX/XXXX so that I can guarantee that my insurance is paid properly.
In looking at my account while speaking with XXXX, I noted and asked her why all the escrow disbursements to date are late : XX/XX/XXXX insurance bill deducted from escrow on XX/XX/XXXX ; and XX/XX/XXXX State/County taxes not paid until XX/XX/XXXX. In both cases, there was an excess balance in the escrow account, so there should have been no reason to pay these late.
It appears to me that Loancare is intentionally holding onto escrow funds beyond due dates of disbursements solely to reap interest on their customer 's money.
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| 01/04/2024 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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In XXXX I applied for hardship assistance through Loancare LLC. We had a bad storm on XXXX and as a result we had tree damage, electric was out for 5 days, lost all of our food from refrigerator and freezer. We also had to purchase a generator and purchase a new refrigerator because it would no longer work when power came back. We exhausted all of our savings and fell behind. I applied to try to get a payment deferment for no longer than 3 months at the most. I had always kept my mortgage paid and was late only 1 time by 1 day. I received a letter that was dated XXXX for an XXXX trial payment plan agreement to begin on XXXX for 3 months at XXXX a month. My original payment was XXXX so this was only going to save us XXXX a month. After these were made they would make a decision on what to do next. I made a payment of XXXX for XXXX, XXXX for XXXX and XXXX for XXXX. During this time I made several calls to loancare to discuss what was happening and if everything was on track because I was receiving phone calls and letters saying I wasn't making payments and foreclosure could happen. Everyone I spoke with assured me this was normal and to ignore it. On XXXX I received and overnight Fed ex envelope with loan modification agreement and partial claim document dated XXXX offering a modification for XXXX monthly starting XXXX with 1st payment due XXXX. The terms of the modification was XXXX a month for 480 months at 7.375 % and total amount of partial claim to be XXXX. My original loan is 26 yrs 3.5 % at XXXX monthly. They required an answer within 15 days and if I rejected the offer advised I was not prevented from obtaining another loss mitigation option to bring account current. I immediately sent them a letter declining the offer on XXXX. I reached out several times and emailed and fax my declination multiple times with no response. I tried to access my account online and there was a notice that the site was down and only a recording on phone that no one can take payments. After further research online I discovered there had been a data breach on XXXX. My XXXX payment was approaching and had no idea what to do. I was never notified about the breach until today XXXX in a letter dated XXXX. After finally gaining access to my online account I have noticed all of my information is wrong. All of my documents about the loan modification are gone as if I never did it and it is showing I have not made payments since XX/XX/2023. In the payment history everything is messed up as well. I have tried to contact them with no luck. I received 3 letters dated XXXX today. One stating that I owe XXXX due by XXXX to avoid foreclosure procedings. One stating that I was not approved for modification and that I withdrew my application and owe XXXX to bring my account current and one about that data breach stating that my information has been accessed by a 3rd party. This has been the most stressful situation when all I needed was to just try to defer a couple of payments to try to get back on my feet. This is the worst company I have ever dealt with and I'm at a loss of what to do. It's absolutely ridiculous that they can do this to people. I have always paid my mortgage and the one time I truly needed help this happened. I am now in the process of trying to refinance with another company because of this but I can't get correct payment history and will probably be declined. I hope something can be done to make them responsible for all the stress they have caused me. Not only do I have to worry about my home being foreclosed upon and losing everything I have to also worry about the possibility of identity theft since my information was taken.
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| 12/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I am having problems with my mortgage company ( LoanCare , LLC ). I always pay my mortgage with a money order and I never had any problems. In the month of XXXX, I sent as usual the payment via money order and via XXXX with tracking number for my security. To my surprise, they lost my money orders and I had to open a Credit Disputing case that was never resolved by them.
I always send payment to their XXXX XXXX and according to the XXXX the money orders were delivered to their XXXX XXXX XXXX XX/XX/2020 at XXXX pm.
When I realized after a few days that they had not applied the payment as they always do, I decided to call and they asked me to open a Credit Disputing case to do a search and submit to them proofs such as a copy of the original money orders sent, tracking number XXXX etc. I sent everything to them online ( copy of the original money orders and the XXXX receipt with tracking number ), where anyone can check the date the money orders were delivered to them. On the XXXX of XXXX, 2020 at XXXX pm.
On the XXXX of XXXX, after opening a case on Credit Disputing, I received an email from them saying that my case had been referred to the credit department that analyzes these cases.
On the XXXX of XXXX I decided to send an email again online to their credit department because they had not told me anything else.
That same day when I spoke to a supervisor named XXXX, she said that I was not to worry that they would not report anything to the credit companies as it was a problem caused by them.
To my surprise, I received a notification from CreditWise ( XXXX XXXX ), saying that they ( Loan Care ) had reported negatively as Delinquent Alert. My credit, which was almost 800 for a long time, dropped to XXXX. It was a disaster in my life as I was about to refinance my other home and I couldn't. I have XXXX small children and I was desperate with this situation. I always paid my bills on time.
On XX/XX/XXXX, when trying to pay the XXXX mortgage, their system was forcing me to pay the XXXX mortgage that was lost by them, so I had no other choice and ended up paying the amount of {$4300.00} ( referring to XXXX and XXXX ). It was a loss, as we are in a pandemic and they have never had any compassion to solve this problem that was caused by them.
On the XXXX of XXXX I received an email from them saying that my case had been reviewed and completed.
During these periods I was constantly calling them to follow up and talking to supervisors at the top time. At the beginning of XXXX, I spoke with another supervisor who told me that they were going to fix this problem and that everything would be solved by XX/XX/XXXX. To my surprise, on XX/XX/XXXX I received the same email that I received on XX/XX/XXXX just saying the same thing, that my case had been reviewed and completed.
For several times that I called and spoke with representatives and especially supervisors, they always said that they recognized that they received the payment in time but that due to some problem that they can not say what it is, the money orders were not found.
After waiting almost 60 days, I was advised by one of the supervisors to lose a refund to XXXX as they did not find my money orders that were delivered to their XXXX XXXX .
I had to wait almost 30 days to receive a refund from XXXX.
Today, XX/XX/XXXX, I called to follow up on my case and to my surprise another supervisor called XXXX, told me that my case was closed on XX/XX/XXXX and that the department that was analyzing it decided to their favor and not mine. Be very indignant because I spent 2 months waiting to fix the problem with my credit and in the end they did nothing.
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| 07/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company is loancare and XXXX mortgage. I receive bills from both. I believe one company absorbed the other. In XX/XX/2021 I contacted loancare to make a payment. I had {$7500.00} which I called to pay to catch up on some previous missed payments. Tenants were not paying and using covid as an excuse. NY would not allow for evictions during this period. The agent that I spoke with solicited me with a pitch to go into a forebearance. This agreement would lower my payment to {$1100.00} per month and the past due amount would be added to the end of the loan. This would put me back to 30 years of payments. I weighed the options and agreed. The mortgage company sent paperwork which I signed and had motorized and mailed back to them. The payment amount of {$1100.00} was on the agreement. When I attempted to make a payment I was told the amount is {$1600.00} per month. I inquired as to what happened and the agent told me that there is an issue with the escrow amount. I called several more times. It is generally a 2-4 hour phone call which I have been making several times a week since XX/XX/2021 to no avail. I was told that my escrow was under review to be investigated and the case was opened until XX/XX/2021 at which time I would be notified of what they found. On XX/XX/XXXX I spoke with an agent due to receiving several bills with several different amounts I told the agent that I would like to make a payment but dont know what to pay. The agent told me I should pay the agreed upon amount for now and if there was an adjustment after I could apply more funds. I asked the agent if this amount would be applied to the payment and not at the end of the loan because twice in the past two years I made what they called partial payments which are to be applied to the term rather than the due amount. The agent insisted this would not happen and would note that it is to be applied to the payment only. I have been calling several times a week since XX/XX/2021 to get some answers on the escrow situation and have found that this payment of {$1100.00} has been applied to the term instead of the payment. I think? Every agent that I talk to gives me different answers and says they can only see partial information. Several have offered to transfer me to the loss mitigation department but every time they send me to the main menu. I would like to find out why my payment went up after this forbearance which was supposed to cost more over the term but less monthly. Now I added 6 years to my mortgage and my payment has gone up by several XXXX dollars although I dont know an exact amount because several of the agents have told me that the amount on the bill is incorrect. In the meantime the mortgage company is mailing my past due notices. I have been on the phone just today from XXXX and it is now XXXX. I will disconnect shortly as I am on hold again and try again the day after tomorrow when I shave a free day. Can someone please help. I have no idea what to do I have spent about 40+ hours on hold in the past two months and transferred to all the wrong places. I would really appreciate and help, advice or direction that you could give. This has been a severe burden on my life as every free day I have is spent on the phone with the mortgage company to no avail. I have exhausted all avenues and its causing undue stress. This company is impossible to get a straight answer out of please help. I never would have added 6 years to my mortgage only for my payment to increase. I feel this company is taking advantage of someone struggling due to the rental crisis of NY state and COVID-19 Any advice is greatly appreciated. XXXX. XXXX XXXX XXXX
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| 08/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to financial hardship during the covid pandemic, we were on a 9-month forbearance plan that ended in XXXX of this year. Our financial hardship had ended at that time, and we were prepared to resume payments. However, our mortgage provider, XXXX LoanCare, neglected to provide adequate details on how to resume payments as well as REFUSED to accept any partial payments until the forbearance was brought current. We have been subsequently working back and forth with LoanCare for 5 MONTHS to submit all necessary documents for a loan modification. Every time we talk with them they require new additional information not previously mentioned. Once the new information is submitted, they take anywhere from 2-4 weeks to respond, and typically require MORE information. To date, we have provided them with bank statements for XX/XX/2022 through XX/XX/2022, two years worth of IRS tax returns, budget statements, hardship letters, explanation letters when they knit-pick over whose name a bank statement is sent to, explanation letters over who lives in the house and what their legal names are, social security numbers XXXX pay stubs for all earners in the house from XX/XX/2022 through XX/XX/2022, loss mitigation application ( 3 in fact ) and anything else they have asked for over the course of the last 5 months. We have ALWAYS responded in a timely manner. However, we feel certain that LoanCare is not working in the interest to keep us in our home, as they have repeatedly neglected to give us complete information in any timely manner, they have openly admitted that their reviewers did not properly read through our application or documents correctly, and as of 2 weeks ago, had not yet submitted ANY of our paperwork to underwriting. In the meantime, they have submitted our loan for foreclosure, referred us to a real estate lawyer for foreclosure proceedings, and notified us that our home will be SOLD OUT FROM UNDER US at no fault of our own on XX/XX/2022. WE HAVE DONE EVERYTHING ASKED OF US EXCEPT PAY THE {$100000.00} BALANCE OF THE MORTGAGE IN FULL. Of course, if we have that to pay, not only would we have never been in a covid forbearance plan to begin with, but I WOULDN'T HAVE EVEN NEEDED THE MORTGAGE COMPANY TO BEGIN WITH. As of today, Saturday, XX/XX/2022, all information requested by LoanCare has been submitted nearly 2 weeks ago, and we have not received ANY updates on underwriting submittal or approval, no updates on foreclosure sale dates, or requests for any additional information on our part. Despite asking for call backs to confirm receipt of all documentation, I have received no phone calls, and if they did attempt a call at all, it was during our working hours when I can not answer and no voicemail was left for return calls. We have tried REPEATEDLY today, during their posted business hours to contact them with NO success. We feel that they are simply running down the clock in order to proceed with the foreclosure and unethically steal our home from us. WE HAVE DONE EVERYTHING REQUESTED OF US and now, my family will be XXXX after 8 years in this house simply because they can neither communicate or submit information in a timely manner. To make matters worse, this has already severely, negatively impacted our credit scores, and if the foreclosure proceeds, will prevent our family from being able to purchase a home or obtain financing on just about ANYTHING for at least the next 7 years. PLEASE HELP US STOP THIS FORECLOSURE IMMEDIATELY! WE ARE AT THE DESERATE POINT!
I vehemently REFUSE to ever do business with XXXX LoanCare ever again, and I absolutely WOULD NOT recommend them to any homebuyer.
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| 08/03/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XX/XX/2020, we discovered that our county had placed us in an incorrect tax bracket, causing our real estate taxes to dramatically increase. I contacted a supervisor with Loancare, and during our conversation, discovered the cause and the method to correct the tax issue. Since it was going to take time for a new escrow assessment to be completed, and the fact that our county offices were closed down due to COVID-19, I asked the supervisor how we could prevent it from appearing that our mortgage account was over 30 days past due which would initiate reporting to the credit bureaus. The supervisor stated that she would place 3 months of credit suppression on the account to prevent the negative reporting to the credit agencies.
In late XX/XX/2020, while on a call with another rep. regarding the escrow issue, I discovered that credit suppression was never applied to our account as we were told, and that negative credit reporting had indeed occurred. I was transferred to another supervisor who actually pulled the recording of the XX/XX/2020 phone call and confirmed that I was told by the first supervisor that " 3 months of credit suppression '' would be placed on my account, which should give ample time to repair the escrow issue.
Fast forward to the present, XX/XX/2020, and I am still attempting to get the company to correct the negative credit reporting that should of never happened to begin with. I have spoken with more that 5 supervisors, spent hours on the phone ( nearing 8+ hours as an estimate ), been given promises of call backs, and one supervisor named XXXX XXXX even told me to call him after a certain number of days and he would help with follow-up. He is now not answering my calls. The final supervisor I spoke with in late XX/XX/2020 said she was again submitting a request to have my credit corrected, and that I would get a call back in 5-7 business days. Once again this has not occurred. I feel I have given Loancare every possible opportunity to make this situation right, and am baffled by the lack of attention, follow-up, and failure to assist a customer with a simple matter that is impacting me financially. Bottom line is I was promised 3 months credit suppression on a recorded call, and the failure to implement this has caused months of stress and aggravation as I have spent hours attempting to get this resolve in a civil manner.
Although Loancare 's reps have been polite and reassuring on the phone, the simple fact is I have been deceived multiple times, and feel that my issue simply isn't worth their time. Having a background in customer service and as a personal banker for several years, I am appalled at the level of dismal service I have received, and only hope no other customer has to suffer their attempts to correct problems. I simply seek resolution to their mistake so that I will be financially whole.
As a final attempt at resolution directly with the company, I just competed another call to Loancare that was 1hr 13min in duration. I spoke with a very polite supervisor named XXXX ( rep # XXXX ) who stated she was again submitting an escalated request to repair, and included the initial recording of the XX/XX/2020 call including timestamps referencing the initial supervisor promising credit suppression ( footprint # XXXX accessible by supervisors only ). She stated that I should see resolution in some form on my account by XX/XX/XXXX, and would have to call in to find out what it is if I do not receive an email. I am continuing with this filing for the simple reason of being given the same information several times now hoping that resolution would actually come.
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| 02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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on XX/XX/XXXX and XX/XX/XXXX I made two payments for {$1500.00} each with a notation to apply to XXXX Payment. I like to pay a little early to assure they are not late.
In XXXX ( LoanCare/ XXXX XXXX bought my loan effective XX/XX/XXXX ) I had to have them make some adjustments on my account since they were applying payments a month behind due to making partial early payments.
The young man I spoke to originally said they DO follow the instructions on the checks so be sure to indicate, so I did/do in the check memo option. He said the other option is to pay via their website.
I paid XXXX it is currently properly applied. Then I made the 2 payments for XXXX as noted above and they have all of the payment applied to XXXX still. I have sent a request in writing via their website on XX/XX/XXXX to correct the payment to be applied to XXXX payment. I called XX/XX/XXXX and spoke to XXXX who was very short and said they do not accept partial payments they are not set up to do so via their payment processer that is a PO Box processor, she then told me to hold which immediatly hung up our call. I called back and spoke to XXXX ( could have been XXXX ) and she was very rude and unprofessional saying if I need to avoid paying early or in the manner I was paying via partial advance payments. When I explained I had never had any issue with this EVER with any other mortgage lender and did not understand why they can't correctly apply my payments as indicated she reiterated they do not take payments early or partial- regardless of how I indicate on the check.
I called back the next day, since in the meantime they are calling me that my account is still delinquent and late fees have incurred. On XX/XX/XXXX I spke to XXXX who was very nice and very helpful and she assured she would remove the late fee and properly apply the payments. She also explained they are working on ways to properly apply partial payments and one of those methods requires calling in and paying an additional fee in order to make a partial payment. She could not guarantee that making payments early or partially online - even if selecting the due date would even ensure that the payments would be applied correctly or to the correct month. I spoke to her at XXXX pst XX/XX/XXXX.
On XX/XX/XXXX I am still getting calls about my delinquent account and needing to contact them immediately. I did attempt to call and ended the call after a very long hold time. I will attempt to call again tomorrow with hopes that it just took 24-48 hours to make the adjustments.
Every other car, credit card, and mortgage company I have used has the proper policy and procedures in place to handle early AND partial payments being applied properly as indicated. I am completely unpleased that this company whose policies I was not aware of prior to my loan being sold to them is now causing me so much difficulty in making my mortgage payments because their policy is to process payments via a PO BOX Processor.
I have receieved collection notifications regaridng my " Financial setbacks '' and to " Avoid foreclosure '' even though I paid the payment and have been trying in writing and multiple attemps on the phone with their awful support team ( except XXXX she was really great ). This matter after several weeks remains unresolved and I am in fear that they have messed up my payments ( principle and interest ) via their " adjustments '' and because of their lack of ability to properly process payments like mainstream reputible banks I am concerned that my mortgage payments have been applied wrong and that they will continue to cause us problems moving forward.
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| 09/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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RE : FORCING ME TO PAY FOR HAZARD INSURANCE ON A HOME THAT BURNED DOWN IN XXXX I am in the process of rebuilding.
My home burned down in the California XXXX Fire on XX/XX/XXXX. Since that time I have been involved in rebuilding my home. It takes 4 to 10 years to rebuild a home in XXXX XXXX County. I have a building team who is busy getting each and every permit needed for the final permit to start actual stick building on site.
My insurance company reimbursed me the funds held by my mortgage company. My mortgage company, LOANCARE, is holding the final amount of the mortgage, on which I make a payment each and every month while I am in the process of rebuilding.
In XXXX I cancelled the insurance on my home because my home burned to the ground totally and my property is now a hole in the ground where the home building once stood. Then my mortgage company has an insurance division that contacted me and insisted that I must pay hazard insurance in order to have a mortgage with them. I sent multitudinous letters explaining that the home burned down and I no longer need insurance for a home that is not existent. But I discovered that LOANCARE is divided into two companies one for sending you mortgage payment slips and another section that simply makes sure you are paying insurance. These two sections do not communicate and do not share information. It took me two weeks of constant phone calls to contact a supervisor who insisted I had to prove my home burned down. So I sent him two papers proving my home burned down and then they stopped attaching insurance that they purchased for my home to my mortgage payment.
Now the insurance section of LOANCARE is once again sending me letters insisting that I take out hazard insurance on my home or they will take out insurance for me and add that on to my mortgage. I have called many times spending hours navigating their robot phone system to try to reach a supervisor. It seems I can only reach lower workers called resolution advisors who will tell me that they have my information somewhere in their files but unfortunately their system is robotized so that they will keep sending me letters to force me to pay insurance on a home that does not existor they will continue to take out insurance for me and add that to my mortgage payment.
Either this is a scam or this company is so poorly managed that they just automatically do this to everyone.
My home burned down in California. This company LOANCARE, located in South Carolina, took over my loan from my local bank a few years before the fire occurred. They have no knowledge or understanding of local conditions in my area. Most of their agents read from prepared scripted letters, listen to what I say and DO NOTHING.
I have called the mortgage section of LOANCARE and they tell me they can do nothing about the insurance section since they are not connected to their data base. All they can do is give me the phone number of the insurance section.
I had my home burn down totally. I proved it to them. I can not afford to pay insurance for a home that does not exist. I am now considering if there is a way to sue them for pain and suffering since I spend hours and days calling them to try to prevent them from taking out insurance on a burned down home which is now a hole in the ground. Their automated web site has no place to explain this. It is only set up to take in the number and name of your insurance policy.
What can I do to stop this from happening? My building team suggests I contact government services or find a way to sue them to stop this process.
What can I do to stop this now?
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| 05/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Below is what I have been dealing with since XXXX XXXX XXXX with the company Loan Care. This is causing me not to be able to close on a home for me and my family in 2 weeks that now might leave us homeless. PLEASE HELP: XXXX XXXX XXXX < >
Loan Care is falsely reporting to my credit report.
Loan Care
You have falsely reported to my credit report that I have been over 30 days late on one of my accounts with you (account # XXXX ) when this was clearly an issue on your end because I have never been late and I have the documentation to prove it.
Back in XXXX XXXX I received a letter from XXXX XXXX that this account has an escrow shortage of XXXX it never said to pay anything different only that I have a shortage of XXXX . So, I paid the XXXX in full on X/XX/17 it shows paid on my XXXXX statement. On my XXXX statement I noticed that the payment is different it now showed XXXXXXX per month so I called on XXXX to Loan Care asking why and they said they are not sure but continue to pay the XXXX and they will have to call me back in 24 48 hours after they have reviewed it the account. Of course I did not get a call back after waiting 4 days so, I called again on XXXX and informed the Loan Care rep of what is going on and he said he will need to transfer me to the escrow department after transferring the phone was disconnected. I waited 2 hours hoping was going get called back but that never happened so AGAIN I called and spoke to XXXX I remember the name because at this point I have had enough with the back and forth. XXXX informed me that he read the notes on my account and has spoken with the escrow department and the problem was that my account was NEVER reevaluated after receiving the escrow shortage payment. I asked XXXX REPEDIATLY I remember exactly 5 times how much do I need to pay and will this be removed off my credit report for being late. XXXX said to me and in an annoyed manner because how much times I asked he said to continue paying the XXXX until Loan Care gets back to you after they review the escrow.
4th call into Loan Care today XXXX and spoke with XXXX and I again went over with XXXX what is going on and that the late payment to my credit report has not been removed. After 40 minutes on the phone with XXXX she figured out what was going on needless to say nothing was done from my prior calls into Loan Care. XXXX was helpful she figured out that my entire payment was not being applied to my loan because I was not paying the correct amount after I rapidity asked XXXX other Loan Care representative what I need to pay and I kept getting the same incorrect response to keep paying the XXXX until my escrow account in done being reviewed and they will tell me my new amount. Finally XXXX gave me the right information and said that my new loan payment is XXXX and that I needed to pay now XXXX now to bring my account current. I paid over the phone with XXXX the XXXX and she said that I will need to e-mail this with my credit report showing where Loan Care has reported me late incorrectly. All this should be noted on my account by XXXX she promised me this would be done.
In summary the late charges that Loan Care needs to be removed off my credit report ASA. If this is not done by the end of next week XXXX I will report this incident to t he Better Business Bureau as I will be forced to because of the mishandling of my account. I have multiple accounts with you and have had issues with others but this one was completely poor customer service.
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| 08/09/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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It was my understanding that per the Cares Act I was able to request two 180 days forebearance along with two additional 90 day extensions. I have not had any issues requesting and receiving the extensions until this last one. I have been very communicative with Loancare which is subserviced by XXXX.
I was already in foreclosure prior to the Pandemic. However, I feel Loancare is being deceptive and manipulating the Cares Act in order to take my home as it has equity in it and/or force me into a payment plan sooner than I anticipated based upon their misleading information.
On or around XX/XX/XXXX I was approved for the 1st 90 day extension, which would have given me to the end of XX/XX/XXXX. I then applied for the last 90 day extension on or around XX/XX/XXXX which would have given me until the end of XX/XX/XXXX. I received on XX/XX/XXXX an APPROVAL of the forebearance extension. On or around XX/XX/XXXX I went online to view my account and the extension I received was not honored. They had led to me believe it was by sending me a confirmation, but never extended the forebearance. I would have never known had I not logged in and searched for the terms. When I submitted an online inquiry on XX/XX/XXXX Loancare never responded. When I called in to find out what was going on and why I did not receive a response to my inquiry I was told that I requested my forebearance too early and to call back the following month and request the extension. The representative was aware that Loancare was sending out Approvals but not honoring them and said she had already advised Loancare but they have not corrected the issure. I was told to call back the following month and request my extension. That is fraudulent and deceptive practices. I have been advised that I have been Approved for my requested forebearance three additional times. I was given until XX/XX/XXXX, when I was told I had 77 days from the previous time. Then I was told I had about 15 days available about two weeks ago and that would give me until the end of XXXX. I had to call in to request the extension as it would no longer allow me online. When I called in the representative advised me that only a manager could do. I received confirmation on XX/XX/XXXX twice stating I had been Approved again. So, to my surprise I went online a few days ago and they extended the forebearance by 1 day. I believe I am now approved instead of XX/XX/XXXX to XX/XX/XXXX. Yet, it still states I have days left that I have to call in for again. This is so negligent to play with a persons liveliehood like this. They are stalling for time and making me think they are Approving me and then giving me days at a time that are shorter than what is listed available to me. I have kept a very detailed papertrail as I know this is not ethical or legal. I understand that I was already in foreclosure for a completely different reason outside of COVID 19, but what they are doing takes away my possible solutions by cutting my reaction time by making me believe I have time that I do not actually have. If I did not follow up behind them to verify and investigate what they are doing then I would be in complete darkness. I looked up the exceptions to the Cares act regarding homeowners who were already in default, but I have consistently tried to communicate with Loancare and follow their instruction, but behind the scenes they are doing something different and opposite of what they are doing. They also cut my original forebearance time by about 21 days at the beginning of my forebearance request in XX/XX/XXXX. CFPB is my first step in trying to resolve my issue.
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| 12/08/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I have been unable to work out a solution through the call center and no other contact information for loan care can be located. I am writing with an urgent concern regarding the inability to obtain a payoff for my mortgage account, despite multiple attempts and assurances from your customer service representatives.
Over the past two weeks, I have diligently submitted four separate payoff requests for my account, anticipating a timely response. Two have been submitted online through the company 's servicing system and two have been submitted by the call center agents. Regrettably, to date, I have not received any information regarding the payoff amount. Each time I reach out to the customer service team, I am informed that it will take only 1-2 days, yet the actual resolution seems to be elusive well after the promised 1-2 days. Moreover, I am angered by the discrepancy between what I am told by the representatives and the lack of evidence of my requests in the system. It is immensely frustrating to continually encounter this disconnect, especially considering the imminent impact on my property sale. The buyer of my house is contingent upon obtaining this payoff, and any delay jeopardizes the termination of this transaction.
While I acknowledge and sympathize with the security issues affecting MyLoan Care 's system, I find it challenging to navigate this situation without any clear explanation or tangible answers. I implore you to understand the urgency of my situation and the consequences of not receiving the payoff information no later than tomorrow, XX/XX/2023.
I am reaching out in good faith, seeking a resolution to this matter as swiftly as possible. I request your immediate attention and action on this issue. Please provide clarity on the status of my payoff requests and ensure that I receive the necessary information to proceed with the sale of my property. I have filed a complaint ( complaint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with the Department of Savings and Mortgage Lending for the state of Texas and my investigator assigned as inquired with the parent company XXXX XXXX XXXX The below was received from XXXX XXXX XXXX over XXXX hours ago and we have still not received the necessary documents : All LoanCare customer service facing agents are currently going through a validation process to reinstate their security access to systems. The phone agents will not be able to process payments until that process is complete. Customers will be assisted with making payments on the website until all system access is restored. LoanCares website is expected to be operational within the next 24-48 hours. * Additionally, the website MyLoancare.com states in a banner that all issues are now resolved. If this is the case, then why am I being told the reason for the payoff request being delayed is due to the cyber attack if all issues related to this concern are resolved?
I sincerely hope that we can resolve this issue without further delay. Your prompt assistance in rectifying this matter would be appreciated. I understand the system issues, I understand the security issues, however I have been told 5 times I will receive a payoff and I have not and this is compromising the sell of my property and risk of losing our buyer. I am sure you are able to sympathize with my situation and frustration during an already stressful time of selling a property ( which has its own contingency on a new build that will lose $ XXXX if we cant close on the aforementioned property.
Thank you for your attention to this urgent matter and I look forward to hearing from someone.
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| 01/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XX/XX/XXXX ( or early XX/XX/XXXX ) I received a letter from my mortgage company ( referred to as Company A ) stating that they were selling my mortgage loan to another company ( referred to as Company B ) as of XX/XX/XXXX. They also informed me that I had an escrow shortage of {$2600.00}. ( Since my mortgage payment had been the same for two years I figured they realized this when they pulled their financials together for the sale. ) Since I could not afford to pay this lump sum, nor have the payments spread over only 12 months, I spent many hours calling and/or emailing Company A requesting that the escrow be spread out more. I was seriously afraid I would lose my home, and it 's just me and my son. After much runaround I finally received confirmation on the phone and in an email from Company A 's Escrow Analysis Supervisor on XX/XX/XXXX that they would spread the escrow shortage over 36 months. This meant my monthly mortgage payment would go from {$1100.00} to {$1200.00} ( versus the over $ 1400+ a month with 12 month spread ). I was so grateful to have this agreed upon and in writing prior to the loan sell date of XX/XX/XXXX.
Company B did not honor this agreement and want me to either repay the {$2600.00} in lump sum or my monthly mortgage payment will be {$1400.00}. I have sent multiple emails, called several times, and even sent a letter ( hard copy ) with attachments through the United States Parcel Service to Company B, but with no response.
Here 's the latest ... on XX/XX/XXXX at XXXX CST I spoke with a representative from Company B and after explaining my entire story ( because they could n't find evidence that I 'd been trying to get ahold of them ) they transferred me to Company B 's Origination Team. That person stated he would only be able to help me apply for a new mortgage that could include the escrow shortage amount. I 'm not getting another loan and going through that cost! He told me I needed to talk to someone in Company B 's Escrow Analysis Department. Same day, later in the morning I called Company B again and told them the entire story up to that point. This person stated that the Supervisor will reach client relations to see if they will spread my escrow shortage for 3 years and promised they would call me within 48 hours. That was on XX/XX/XXXX at XXXX CST.
On XX/XX/XXXX at XXXX CST I called again. And told my entire story again up to that point. Including that I had n't received a call from the supervisor within the 48 hours ( it had been 72 hours ). I was told they ca n't do anything for me without a written request, and spreading it out for 3 years is a difficult to handle. She also told me that she texted the supervisor and confirmed she would call me that day. I asked for supervisor 's name ( I had n't asked for it in previous call ) and confirmed she would call me that day ... yes. Again, this was late morning of XX/XX/XXXX. Right now it is XX/XX/XXXX at XXXX CST and no one has called me as promised.
I thought dealing with Company A was emotionally and XXXX because of the runaround, but doing this again with Company B is absolute torture. I need help.
Also, when I go online to look at my past history of payments to Company B ( I have paid XXXX, XXXX, XXXX, XXXX and XXXX as if they are extending my loan for 3 years as agreed to by Company A ) something is XXXX ... but I ca n't get anyone to help me. And as you can imagine I ca n't afford to hire an attorney to help me. I 'm not trying to get out of paying the escrow shortage, I 'm just trying to keep my home and pay all of my bills ( accurately and on time ). Thank you.
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| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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-- XXXX XXXX : dunning notices from XXXX started to appear in my mailbox, which I assumed were an error as all my monthly payments are ACH ones from XXXX XXXX checking acct -- XX/XX/XXXX, XXXX XXXX XXXX : XXXX notice appeared and I followed instructions on it to email XXXX -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my email I called the phone number and selected a callback request to my cell phone number -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my phone message and call back request, I called XXXX again and finally reached XXXX, who assured me XXXX had not received a payment from us since XXXX ; 20+ minutes later I was transferred to XXXX in Payment Research, who sent me to XXXX , who proposed to put me in touch with a Supervisor, but instead came back telling me I had to submit proof of payments to XXXX with my loan number in the subject line. To try and help me in the future she gave me her extension XXXX.
-- XX/XX/XXXX, XXXXXXXX XXXX : I sent the email to payment research and included a screenshot of my XXXX XXXX account that showed all ACH payments to XXXX going out on schedule from XXXX to current date, as well as an XLS spreadsheet that showed ALL activity on that account, exported directly from my XXXX dashboard -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten only an auto-response to my email, I called XXXX again and asked for XXXX at XXXX, but XXXX explained that he could not transfer the call there from his phone and instead put me over to a different XXXX in Customer Service, ID number XXXX, who " opened a physical request for research to look into this. '' XXXX also assured me that ticket # XXXX had a completion date of XX/XX/XXXX.
-- XX/XX/XXXX, XXXX : having gotten no email or phone call from Research by XX/XX/XXXX, I called XXXX and spoke to XXXX, who sent me to Customer Service, where XXXX found a note in the file that said " incorrect email for this loan '' and nothing else ; we agreed it was hard to see how that would preclude a resolution ; XXXX connected me to his supervisor, XXXX, who put me on hold for a good while so she could investigate the situation ; XXXXXXXX XXXX, XXXX said she would call back on my cell phone today.
-- XX/XX/XXXX XXXX XXXX : a phone call came in on my cell from XXXX... I answered and a recorded message said " please call us back. '' -- XX/XX/XXXX, XXXX XXXX : I called back the XXXX number and eventually spoke to XXXX, who said " it looks like you owe us {$3600.00} are you calling to make a payment? '' I explained that No, I didn't owe them a penny, and could she please transfer me to XXXX in Customer Service ; after a while on hold, XXXX came back to say XXXX was busy now, but would call me back.
In summary, this whole experience smells like a scam. The phone system and voice prompts are as complex and lengthy as possible, the email addresses do not generate a human reply, and hours upon hours of phone inquiry never result in any action, let alone an explanation or a single person to own the " problem '' and see it through to conclusion. I think XXXX is churning its customer base to try and XXXX extra payments. Few people will dedicate the time and effort I have to combat this XXXX campaign, and, in fact, this is not the first time XXXX has engaged in this kind of high-pressure deception : years ago I went through a similar exercise with them around Escrow amounts, in which our shortfall of a few XXXX dollars was treated like a default that could lead to foreclosure and required literally dozens of hours to straighten out.
I can't be the only one experiencing this madness.
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| 05/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Trouble during payment process
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Web |
Servicemember |
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Good day, I have been having a lot of issues with my mortgage service provider.
Some of the issues I've been having have been related to COVID relief and management of my loan.
lender at many times provided inaccurate information that was at often times not documented well.
Continued to report my payments as late even though they stated they would not. COVID relief has been applied for and submitted for the VA Loan.
When I looked for relief they attempted to foreclose on my property by saying my escrow account was negative and I had to pay over XXXX dollars to bring the escrow account current. this was on top of my XXXX payment that was made two Months in a row based off of prior loan modification ( which expired because I continued to complain about innaccurate or subversive language ) which was asked to be edited because my ex-wife was listed on the documents when the divorce decree stated she was suppose to be removed. The assessor deed was provided with her name removed. At many times the reps. Would tell me that a special warranty deed could not be used. I had to push to management to get it resolved. With weeks of no correspondence after multiple attempts to follow up and manage my loan. With supporting documents.
Had to send money orders with no name from the USPS over XXXX dollars in the mail. Currently XXXX, roughly in payments on top of my XXXX required mortgage payments. The service provider even stated that other customers had their loan payments stolen in the mail. Then told me I would have to pay three more payments to get the loan modification ( by money order with overnight or.two day shipping ) Then, told It was sent to the wrong address and I needed to mail it back Fees to send money orders are around XXXX or greater Loan Modifications we're requiring I waive my rights to XXXX exempt status provided by the state.
Current payments were not reported and my credit report shows over XXXX days late. When addressed with provider I was told it would be brought current when I send the last money order to the lawyer. Then they will agree to do a loan modification. Until then I would only be allowed to pay by money order.
These practices are concerning, to say the least. I believe that my credit account should be brought current and my loan modification be reviewed for fair credit practices. Also, during the loan modification I pleaded that they conduct an escrow analysis and update that I had a homestead tax exemption since XXXX. As of current the state has refunded up to XXXX back at which the service provider has collected a large portion of this money with threat of foreclosure ( note escrow account balance was negative XXXX ) after COVID forbearance had ended. Also, money orders were being sent to a personal residential address..
XXXX XXXX ( XXXX ) XXXX has been the collection rep. I believe that he has been simply trying to collect with threats over losing my home. I do not believe that their actions were in order of protecting the consumer. I believe that they used threats against me due to forbearance and failed to inform me that I was entitled to loan modification free of errors and misguided loan modification to attempt to force foreclosuring even though short correspondence was conducted. I would have to follow weekly and always received different answers and different assurances. The VA has provided measures to prevent this type of loan shark behavior, I feel very concerned about my home and even reporting them. I dont want them to take legal actions against me..
Please assist..
Very Respectfully, XXXX XXXX XXXX
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| 03/25/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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During Tropical Storm Imelda our home received flooding damage. We had flood insurance through XXXX whom processed our claim and issued several checks.
We have sent the checks to Loan Care LLC 's Insurance Claim Check arm. They provided online information requiring certain items from us including a signed contract for repairs, a copy of a W9 for the Contractor as well as a license.
The State of Texas does not license General Contractors. we have provided copies of their registration, their bonding, their insurance and waiver of lien.
Each submission is followed by an absence of contact until we call them back. At that time we are told the case is under review or has been sent to a higher authority for a waiver of their requirements.
We have never been contcted in any way when they deny sending the check. We must call them to get any information.
We have submitted the following information to them : Insurance Adjuster 's Worksheet XX/XX/2020 Received Contractor 's Signed Contract XX/XX/2020 Received Contractor 's Signed Contract XX/XX/2020 *Not Accepted W-9 Form - ( all contractors complete ) XX/XX/2020 Received W-9 Form - ( all contractors complete ) XX/XX/2020 Received W-9 Form - ( all contractors complete ) XX/XX/2020 *Not Accepted Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 *Not Accepted Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received *For details, contact us at XXXX, Monday - Friday, XXXX XXXX - XXXX XXXX EST, Saturday XXXX XXXX - XXXX XXXX EST Information about Documents Other Documents Received Date Status Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Power of Attorney XX/XX/2020 Received Contractor 's Bond XX/XX/2020 Received Power of Attorney XX/XX/2020 Received We have exhausted our capability to move forward with this company and require your assistance. Our contractor is about to with draw our repair contract due to the length of the process. That will mean that we must start over with the entire process with no idea if there is any contractor in the State of Texas who will meet their requirement.
Our General Contractor built the home we are repairing as well as many other homes in the XXXX area. They are a well respected builder and currently are building several multi- million dollar homes in XXXX .
We have contracted with a landlord to rent a home during the repairs with some urgency eight weeks ago so the repairs could commence immediately. Therefore we are paying both rent and the mortgage during this delay. The financial impact is several thousand dollars per month.
The Insurance Claim Check personnel have been friendly and seem professional but the website is not informative nor do they provide updates to us. Only by continuous telephone calls are we updated to the most recent denial of documents. The Loan Care LLC unit is holding {$190000.00} at this time and we need an immediate dispersal of 30 % to commence work.
|
| 10/31/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I closed on my House on XX/XX/2016. Everything went smooth so i thought. 5 days later i recieved a phone call From my mortgage company telling Me that my payoff was Short. They explained to Me that on the day i closed the tax payment went Out. So the following day I called the title company to find out what happened. They told me that they send the amount that was on the payoff and knew nothing of any changes. The next day I called the mortgage company back explaining that no one was aware of the change but I was willing to do whatever to clear up the problem. They told me that they ca n't do anything since they have already send the payoff back and they ca n't just except partial payment they need the full amount. So I called again the following to find out what happened to the payoff that was send back. They told me that the wire transfer takes a day and my title company should have it by Friday. So that Friday I called again since the payoff has not been received by my title company they told me they not sure why and that they should have it by the afternoon. In mean time while talking to them I conferenced my title company since they were curious as well what was going on. While on the phone I was notified that my payoff was short XXXX dollars. My title company told me to wire that amount so when they get the payoff we can just send the whole amount which I did and my title company confirmed that they received my wire transfer.. On Monday morning I emailed my title company only to find out that they still have n't received the payoff. So I called again and was notified by the first person I spoke to that the payoff was actually send on Friday not Thursday so that the payoff should be there shortly I be contacted by the cashier dept what is going on. Received no answer so called back around XXXX was told that the payoff was send off on Thursday and it should be there by XXXX that day and that s supervisor would be calling me soon soon to let me know what is going on. 3 hours later still no call so I called around XXXX after sending my title company an email to see if the payoff was send already and was told they have not received anything. The title company advised me to call again and get the fed refrence number .After being on hold for half hour a spoke to an agent who told me that the payoff was actually just send back that day few hours ago. He said he could n't get the fed reference number for me but his supervisor can help me. So he put her on. She told me that yes the payoff was just send back today. So after a heated conversations trying to find out what the real story is why am I hearing different story from the XXXX people I called and spoke to before she could explain that to me. She told me that the payoff was send back just a couple hours ago. I told her that today XX/XX/XXXX was the last day of my payoff and that the amount will change the next day and that I be charged more interest on top of the interest I been charged already because of the mess. She said she know and ca n't do anything about that. Not sure why I am I getting punished for something they messed up. She had no answer. So I asked her to get me that fed reference number. She told me she ca n't get it from her computer but has to go to the cashier office and get it and will call me right back. I 'm still waiting for that call 3 and a half hours later and will call soon again for the 4 th time. So this is where We stand at now. Getting treated like that is not fair. I needed to take two days from work to try to solve this and all I 'm getting is a run around.
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| 04/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This continues to be ongoing. My loan unfortunately got sold from XXXX to these XXXX Loancare. The official date of the switch was XX/XX/XXXX. The home I have this mortgage under was purchased XX/XX/XXXX. My hazard insurance policy with XXXX ran from XX/XX/XXXX to XX/XX/XXXX. My agent drafted a new policy back in XXXX in preparation for the policy to roll over on XX/XX/XXXX. Loancare Paid the {$880.00} premium out of my escrow on XX/XX/XXXX for the XX/XX/XXXX - XX/XX/XXXX policy.
On Friday XX/XX/XXXX, I received a letter dated XX/XX/XXXX from LoanCare stating they were obtaining Lender based hazard insurance on my property because I had no evidence of homeowners insurance. I submitted copies of my current and previous policies. They then sent me a letter, dated XX/XX/XXXX, acknowledging they had the updated policy, but they were going to charge me {$25.00} for a gap in coverage from XX/XX/XXXX to XX/XX/XXXX. I asked them what the gap was and initially, no one could tell me. I submitted both last year and this year 's insurance policies which show clear as day on the declaration page, the start and end of each policy. There is no gap in coverage. The coverage is up to date.
I got an automated email last weekend, XX/XX/XXXX stating everything was updated, and I need not take any further action. Out of the blue, on Thursday, XX/XX/XXXX, I received an email from Loancare stating they could not proceed with updating my policy information. They wanted me to review the declaration page to make sure the coverage was for the period in question. I again submitted both last year and this years to show I have had homeowners insurance this entire time, and there is no gap in coverage.
I called them and went through several people to speak to a live agent. I got hold of someone named " XXXX ''. He stated that when they got my former policy from my previous lender ( XXXX ), somehow they were under the impression that my policy started on XX/XX/XXXX and that's why they had XX/XX/XXXX as the date the prior policy expired. I asked him how that was possible since I closed on the home on XX/XX/XXXX. I also asked him where on any of those declaration pages does anything state XX/XX/XXXX?????? He couldn't give me an answer, but did have all of my declarations and stated that my policy was up to date and I would not be charged any {$25.00} fee. He stated I would not get any more emails, he would take care of everything. He sent me an email confirming this.
Tonight, at XXXX XXXX, I received more emails from this insurance team at Loancare now telling me that they can not process my documents. This is ridiculous. I have had my agent speak to them. I don't know what else to do except see if my prior lender/servicer can contact them since they are where the loan originated.
I feel like this is all on purpose. They harass you about something, and it seems something trivial if you are a good customer, to attempt to get money from you. In this case, it would be reimbursement for placing lender based insurance, or from attempting to stick fees in ( like this supposed gap in insurance ). It seems like no one keeps notes on anything here and NO ONE COMMUNICATES. THIS IS NOT A LEGITIMATE COMPANY. IN THE 2 MONTHS NOW IVE BEEN WITH THEM, THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH, IN ANYTHING. THEY NEED TO BE INVESTIGATED. They have all of my information that you guys have, as far as my policies. A monkey could process those, I don't understand what the issue is other than they are FRAUDULENTLY attempting to scam money from me at this point.
|
| 04/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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Web |
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Our firm, XXXX XXXX, was hired by the Borrowers to investigate possible errors committed by their mortgage servicers, previously LoanCare and now XXXX XXXX XXXX. The Borrowers were approved for a loan modification XX/XX/XXXX that brought their payments down to {$1300.00}. The modification agreement stated all past due amounts including taxes, insurance, and any other fees past due, would be added to the unpaid principal balance. Less than 3 months later, the Borrowers were sent a notice informing them their monthly payment was increasing to {$1600.00} effective XX/XX/XXXX due to an escrow shortage. If the past due taxes and insurance were capitalized into the new principal balance amount as the modification agreement stated, there should not have been an escrow shortage and there should not have been that significant of an increase in their monthly payment.
After receiving the notice of payment increase, the Borrowers contacted LoanCare several times over a short period of time to determine the precise amount of their escrow deficiency so that they could pay the amount and lower their payment back to what it was supposed to be according to the modification agreement. Each time they spoke to someone at LoanCare they were given a different figure amount that needed to be paid with no explanation as to why the amount was fluctuating. Due to their ongoing frustration, they hired our firm to investigate what they actually owed and why their payment had increased shortly after they modified their loan.
We hired a forensic accountant to analyze the modification and the loan 's transaction history. In said analysis, it was determined LoanCare never capitalized any amounts other than past due interest into the post modification principal balance, which was the cause of the large escrow deficiency and improper payment increase. Moreover, the transaction history showed LoanCare did attempt to correct its error by posting a payment to the account that was then credited to the corporate advance and escrow balances in an attempt to bring the payment back to what it should have been. However, LoanCare failed to perform an updated escrow analysis after posting said credit/ payment and the account was still inaccurately showing the increased payment amount as due every month. Throughout this process, the client continued to make the modified payment amount each month, which was being placed into suspense each month and led to LoanCare charging excessive late fees monthly.
Additionally, LoanCare finally performed another Escrow Analysis that found the Borrower 's escrow account actually contained a surplus however, they refused to disburse the funds due to the delinquency of the account, which was caused by their failure to properly process the modification and conduct an updated escrow analysis in the first place. The most recent escrow analysis conducted by LoanCare was dated XX/XX/XXXX and states the monthly mortgage payment for the last year was {$1300.00} however ; LoanCare was claiming the Borrowers owed {$1600.00} on the monthly mortgage statements. Then, conveniently the loan was transferred to a new servicer, XXXX XXXX XXXX, who is now attempting to claim the Borrowers owe several months of back payments for the inaccurate amount of {$1600.00}. When the issue was presented to XXXX, they claimed there was nothing that could be done because it was the past servicer 's records. And when LoanCare was notified of its errors, it claimed there was nothing that could be done since the servicing rights have been transferred to XXXX.
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| 07/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/18, we closed on our new home with XXXX XXXX as the lender. The 1st payment was due on XX/XX/18. About two weeks after closing we received a 1 page letter indicating that the servicing had been transferred to LoanCare and it gave the new location to send the payment ( it DID NOT indicate that there was a new loan # ). On XX/XX/18 the first payment was electronically delivered from our bank to LoanCare.
We began receiving calls from " XXXX XXXX '' requesting we return the call about XX/XX/18. We thought these were welcome calls, so we did not return until XX/XX/18 ( at which time we found out it was LoanCare calling on behalf of XXXX ). Also on XX/XX/18, our 2nd payment was sent electronically from our bank to LoanCare. It was determined, on the call that neither of payments were posted to our account. I was told I would need the transmittal to submit a research request ( even though they knew the date, amount and loan # it was submitted under ... they wouldn't do anything without the transmittals ).
On XX/XX/18, I emailed the transmittal to LoanCare and received an acknowledgement email. I immediately called and asked of the request to be expedited, I was told it could take up to a week. I heard nothing back by XX/XX/18. Why couldn't they post the funds then? ... They had proof of payment.
On XX/XX/18, I emailed the transmittal for the 2nd payment and called back. I called to expedite the 2nd research request AND for a status update on the 1st research request. Nothing has been done on the 1st request.
On XX/XX/18, I called back. Still nothing resolved. 2nd request had never been expedited.
On XX/XX/18, I called back. I was informed the 1st payment posted on XX/XX/18. No one called to inform me it had posted. Nor were the funds properly posted for XX/XX/18. Nothing had been done on the 2nd request.
On XX/XX/18, I called back. The 2nd payment had been posted to someone else 's account ... not ours. I was told it would be fixed THAT day and I would receive a call when the funds had been posted to our account on THAT day. I never received a call back on XX/XX/18 ( as promised by XXXX ).
On XX/XX/18, I called back. The funds were STILL not posted. The gentleman indicated that they were posting on XX/XX/18 ( the system showed they were already marked to our account but the posting had not completed yet ). Again, these funds will not be properly posted on XX/XX/18.
There is no reason LoanCare could not have posted the funds to my account the day they received the transmittals as proof of payment. There was no need to wait to locate the funds ... it was their error they were lost in the first place ( never received a welcome letter with the new loan # ).
On XX/XX/18, we are 1 day from the RESPA period to end. I have ZERO confidence that the payment will actually post today, that I won't be charged late fees and that this won't be reported to the credit repositories as late. All I can do is wait to see what the next statement says and pull credit after a few months.
Customer service was horrible ... NO ONE took ownership of the issue. NO ONE called me back to let me know how the research was going. At one point they had a total of {$3600.00} ( {$1800.00} for each payment ) of ours and acted as if it was no big deal. Well, {$3600.00} is a big deal when it has already been deducted from my account and lost in LoanCare 's system somewhere.
It is frustrating that I have no say on who my loan servicer is ... I certainly wouldn't choose LoanCare. I have NO TRUST or respect for them at this juncture.
|
| 06/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
Check # XXXX in the sum of {$1500.00} was applied incorrectly to the XX/XX/2019 billing statement from Loan Care LLC, Mortgage Loan account. I specifically requested on the payment coupon and the check that the additional {$1000.00} dollars was to be applied to principle only portion of the XX/XX/2019 billing statement. Please see a copy of this check for proof of my request. I am writing to request correction of the payment errors described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX XXXX, XXXX, Florida XXXX.
Payment Errors : Loan Care LLC did not properly allocate mortgage this payment in regards to the billing statement due on XX/XX/2019 in the total amount due of {$520.00} for this account. This payment should have been applied as follows : o A payment totally {$520.00} should only have been credited to XX/XX/2019 statement for principal, interest, escrow, due for the XX/XX/2019 statement only.
A credit of {$1000.00} should have been applied to principle only portion of the XXXX billing statement due on XX/XX/2019. As of XX/XX/2019 my principle amount on this mortgage was {$59000.00}.
A credit of {$180.00} should NOT have been applied to the principle due on XX/XX/2019 billing statement A credit of {$240.00} should NOT have been applied to the interest due on XX/XX/2019 billing statement A credit of {$98.00} should NOT have been applied to the escrow due on XX/XX/2019 billing statement A credit of {$470.00} should NOT have been applied to the Principle Curtailment due on XX/XX/2019 billing statement I initially contacted this LoanCare LLC via the internal online account services center on XX/XX/19 and did not receive any reply of my confirmation email requesting or any confirmation that this message was received and to process the initial service request.
I contacted Loan Care, LLC Company via phone on XX/XX/19 and could not reach a live customer service representative. I opted for an automated call back option on several occasions dated, XX/XX/19 XX/XX/19, XX/XX/19 via the customer service telephone contact number XXXX only resulting in no call back from this company or any resolution to this issue.
I sent a USPS certified letter with delivery and signature confirmation on XX/XX/19 to stating my payment errors, a copy of the original check was also submitted for the XX/XX/19 billing statement for this payment and I quoting Error Resolution Notice under 12 C.F.R. 1024.35. I received on XX/XX/19 a Notice of Error Acknowledgement letter dated XX/XX/19 from Loan Care LLC. Please see attached documents for proof of these documents.
I between XX/XX/19 and XX/XX/19 I initiated multiple phone calls to both the customer service representatives and mortgage resolution phone numbers requesting the XXXX payment be corrected. These payment disbursement issues were confirmed valid and to be corrected within 24 48 hours from the time of these phone conversations by multiple representatives with badge numbers and dates as follows, a manager on XX/XX/19 badge # XXXX, another phone conversation on XX/XX/19 with a manager with badge # XXXX and promised this issue to be escalated with a work order on XX/XX/19 with the mortgage resolution department. On XX/XX/19 I spoke again with a mortgage resolution representative badge # XXXX and was promised by this representative that the issue would be corrected again within 24 -48 hours, after multiple phone conversations that this issue would be corrected within 24 -48 hours. These issues have not been corrected as of XX/XX/19. Can you please assist me.
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| 11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/2019, I spoke with LoanCare regarding being unable to make full payments due to me being unemployed. I currently rent the property out. I supplied LoanCare with rent statements that show that the rent does not cover the full loan and I also supplied them with my bank statements showing minimal funds. The monthly loan repayment comes to {$2500.00}. The rent that I receive for the property is {$2200.00} on XX/XX/2019, I received notice that LoanCare approved me for Loss Mitigation and a reduced amount would be fixed for 6 months. The reduced amount that they approved me for is {$1300.00}. On that day, I spoke to a representative and I asked what else was required by me going forward. The representative informed me that nothing else was required and that moving forward only {$1300.00} would come out of my bank account for the approved 6 months.
On XX/XX/XXXX, the full monthly loan amount of {$2500.00} was taken out of my bank account, which caused my already low bank funds to go in to overdraft. I immediately called Loss Mitigation at LoanCare to ask why this had happened being that I was approved for the reduced amount. The representative I spoke to stated that it was due autopay being set up on my account for the full amount. She stated that Loss Mitigation should have initially adjusted my autopay to the reduced amount of {$1300.00}. After a long conversation, the LoanCare representative stated that they adjusted my repayment to the reduced amount and that come next repayment ( for XX/XX/XXXX ), only {$1300.00} would come out my bank account.
On XX/XX/XXXX, another payment for the full amount of {$2500.00} came out of my account, causing my already low bank funds to go in to overdraft again and this time in the negative by {$340.00}. I called Loss Mitigation again and the representative stated that this was due to autopay still set up on my account. The representative then stated that this was a mishandled from the very start by Loss Mitigation and that autopay should have been removed on XX/XX/XXXX when Loss Mitigation was approved. They created a ticket on my behalf to request a refund by direct deposit or by check, seeing as they had mishandled my account. I was told to call back in a weeks time.
They requested bank statements showing that I went in to overdraft. I supplied them with official bank statements that show my account in negative by hundreds of dollars and overdraft fees. It has been 5 weeks, I have repeatedly called and spoken to many representatives/managers who inform me that my full payment is overdue, that help is unavailable, repeatedly transfer me to departments that can't assist me, refuse to let me speak to a manager, give false information about my next repayments ( one representative misinformed me that I wouldn't need to make a repayment until XX/XX/XXXXbut would not provide it to me in writing ), and repeatedly disconnect the line.
The monthly repayments for XX/XX/XXXXand XX/XX/XXXXshould have been {$1300.00} each. Instead, LoanCare have taken out the full amounts for both of those months.
At this point in our conversations and my repayment overdue, Loss Mitigation only asks for my repayment, but I can't make that payment seeing as my account is still in the negative due to Loss Mitigation mishandling my account. I can't even afford to pay my other personal debts due to this situation and my account in overdraft.
Attached are two documents from my bank for the month of XX/XX/XXXXand XX/XX/XXXXthat show that the repayments have caused my account to go in to overdraft.
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| 10/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2018 To Whom It May Concern : I am writing with a complaint against my mortgage provider LoanCare LLC. I have contacted Customer Service by phone many times since early this year about removing PMI from my account. I was received a letter and was told that as of XX/XX/XXXX the PMI would be automatically cancelled because I would have met the 76 % LTV threshold. I was instructed to submit an email requesting the PMI cancellation which I did.
On XX/XX/XXXX, I called because I received a letter in the postal mail stating I needed to pay {$100.00} to request a BPO in order to do have the PMI cancelled. I called LoanCare because I had not been informed of that. The representative told me that it was not necessary to pay the {$100.00} because I had already achieved better than loan to value ratio and that the PMI was in the process of being cancelled according to ticket # XXXX.
A month and a half later on XX/XX/XXXX I spoke to another representative by phone because I had not seen the PMI come off my billing statement. Her name is XXXX and she told me that I in fact did need to pay the {$100.00} to get the BPO and that the other representative had not given me the correct information. I said I would mail a check for {$100.00} to Loancare as stated on the letter ( Attn : Payment Processing ) but she told me she could expedite the process by taking my checking account information by phone and withdrawing the funds quickly. I did so and she told me that within 5 days I should be contacted by someone about conducting the BPO. I was given confirmation number XXXX. The funds of {$100.00} were withdrawn from my personal checking account.
On XX/XX/XXXX I received my monthly billing statement and the {$100.00} was not applied to the BPO process but rather applied to my monthly bill.
I called Loancare on XX/XX/XXXX and spoke with representative XXXX and later Supervisor XXXX. They noted that confirmation number XXXX as given earlier was going to move the {$100.00} from an unidentified area of billing and towards the BPO. They assured me that the {$100.00} would be applied toward the BPO process. They also told me that according to their system the BPO would be ordered and completed by XX/XX/2018.
Today is XX/XX/XXXX, over one month later, and I received my bill from Loancare showing that the {$100.00} is still in an unidentified payment area and I still do not have any movement on the BPO to remove the PMI from my account.
This situation is extremely frustrating and unfair because with each month that passes I am paying {$51.00} toward PMI that I do not need. From XX/XX/XXXX ( when PMI was supposed to be removed to begin with ) to now, I have paid 5 months of additional PMI at $ XXXX/month equalling {$250.00}. In addition, each time I call I am given different information and told a different story.
I am being cheated by Loancare and receiving the worst service of any mortgage provider I have ever during all my years of home ownership, including mortgage servicers for another home I have owned.
I request that your agency look into my case as soon as possible because Loancare clearly is not assisting me in getting my PMI removed, has taken my {$100.00} payment toward the BPO, and continues to charge me {$51.00} month after month for PMI that I do not need do to my LTV ratio. Until now I have tried every step to be proactive by calling Loancare and they are clearly not going to help me receive the service I deserve and have paid for.
Thank you for your attention and quick response to my issue.
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| 11/15/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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THE COMPLAINT TO XXXX XX/XX/2021 I obtained an FHA loan when I purchased my home in XXXX, CA, which is close to XXXX XXXX. My loan servicing company is XXXX/LoanCare. My loan number is XXXX. I was on forbearance and they offer me a loan modification package. I was about to sign that contract, but a second contract arrived with significantly different terms. When I called to enquire about the second contract, none was able to tell me why there were two conflicting offers on the table and I was advised not to sign that contract. They also informed me that I could apply for a lower interest rate. Had I not received a majorly conflicting second offer, I would have signed the first one and my loan modification would have been successfully over. I sent an email in XX/XX/XXXX to the loan modification department and enquired about the reason for the second package and requested clarification. Additionally, since I was given instructions as to the fact that I could apply for a lower interest rate ; as well as a precise list of documents that were necessary for this to happen, I simply sent that email in XXXX requesting clarification AND I requested a lower interest rate & I included ALL THE DOCUMENTS THAT WERE REQUESTED FOR THIS PURPOSE. THEY NEVER TOLD ME THAT MY COSIGNER WOULD BE INVOLVED IN THIS PROCESS OR THAT I HAD TO PROVIDE ANY OTHER DOCUMENTATIONS IN ADDITION TO THE EXACT LIST OF DOCUMENTS THAT THEY REQUESTED BEFORE MY EMAIL OF XX/XX/2021. The email that was sent inXX/XX/2021, was never answered and I was advised to wait, every time I called. So, I waited. I was NEVER TOLD that if I do not accept " THE OFFER '', I would forego of my chance to ever have a COVID DISASTER MODIFICATION in the future. Additionally, I was never told which of the two offers was " THE OFFER '' that I was supposed to sign. As a result of above, I kept waiting for a final clarification EMAIL RESPONSE and every time I called, they advised me to wait. I waited. My email of XX/XX/XXXX has never been responded to up to this date. I still do not know which is the actual final offer. Suddenly, recently, I was requested to provide exhausting number of very detailed additional documents ; several over-reaching terms and agreements and forms were included. They also asked for an extremely over-reaching list of documents FROM MY COSIGNER. I was never told that I would have to provide more documents than what I WAS TOLD TO PROVIDE BEFORE my email 0f XX/XX/2021. Had I been told that my co-signer would have to provide such high number of intrusive and over-reaching information as well ; I would have never considered asking for a reduced payment amount than what was offered in the original agreement. I am being told now, that I can't have the terms of the original offer, because I did not sign the original agreement. They still have not responded to my email of XX/XX/2021. They have not provided me with a second offer. I am being told that if I don't agree with whatever terms that they decide on, I would lose my home to foreclosure. However, there is no offer at this time at all. My cosigner is not willing to provide those intrusive and over-reaching number of documents. I am under a great deal of XX/XX/XXXX, I can't sleep, I have become severely ill with XX/XX/XXXX, XX/XX/XXXX, increasing XXXX XXXX XXXX and I do not see any reasonable conclusion to this ordeal in the horizon. PLEASE HELP. Please kindly email me back and help me defend myself against this lender that is threatening foreclosure and perpetrates such inappropriate acts.
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| 08/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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The reason for my complaint stems from a number of factors. My mortgage loan is with Loan Care and I have been desperately making all efforts to save my home through foreclosure by means of applying for Home Retention Programs that will allow me to retain my home. I have submitted several packages received form Loan Care and each review ended in a denial due to several errors made by Loan Care. I have brought this issue to them through the appeal process to only encounter the same errors. The error stems from the total income reported. The reason my loan fell behind was due to being placed on XXXX. I have submitted Home Retention Packages on the following dates ; XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019 in efforts to correct the mistakes made by LoanCare surrounding my income and unfortunately we have gotten no where. We have been denied for insufficient income to too much income which doesnt make any sense. The first denial was on XX/XX/2019 whereas they advised me the reason my loan was denied due to the 3rd party Vendor they contracted to perform a BPO never returned the results. After express my concerns and given that I had no control over the vendor they hired, they determined it was a mistake and re-opened my file for consideration of a loan modification. XX/XX/2019 I was advised verbally that my loan was denied due to " Insufficient Income ''. I requested what income and expenses they have recorded and they advised me that only the " Underwriter '' can go over that information and that I would get a call within 3 business days. That never happened. I called back on XX/XX/2019 and was advised to submit an appeal with an itemized breakdown of my income. I filled the appeal providing complete breakdown of the income as they requested. On XX/XX/2019 I spoke with XXXX and she advisewd me that the appeal was denied as of XX/XX/2019 and that it was denied because " XXXX Income '' was used. However, my income was not unemployment. It was XXXX income. The representative advised me that I needed to submit a new package but needed to omit the " XXXX /XXXX Income '' as this information is not considered. XX/XX/2019 I resubmitted the Home Retention Package omitting the " XXXX Income '' as they requested. On XX/XX/2019 I received an e-mail from XXXX requesting that I add the " XXXX Income '' to the application although she specifically told me that this income could not be considered. I followed her instruction and revised the application to consider the " XXXX XXXX '' on XXXX XXXX. She was also advised that the " XXXX XXXX '' would run out on the first week of XXXX and wanted to make sure she was aware of it. She advised me that she made a note. I also e-mailed her a copy of the " XXXX/XXXX Award Letter '' which also states a date that the funds would run out. On XX/XX/2019 I was advised that the loan modification was denied due to " Too Much Income ''. In speaking with the representative, I was advised that the " XXXX Income '' was used although the benefits ran out and that I could not reapply. This is truly unfair. My application was based on income that I no longer received and they were fully aware that the benefits ran out and they are unwilling to reconsider my application in light of this information.
My hardship has been resolved and we are in the financial capacity to not only resume payments but afford our home as a whole. We are requesting for an adequate review of our finances based on true and factual information as it is truly my intent to keep my home.
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| 01/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX I was diagnosed with XXXX and needed to defer my mortgage, which was done, from XXXX. As soon as I was able to pay again I Immediately started making the payments. While trying to understand the Forbearance process, and to get back on track I contacted Loancare frequently almost every two weeks regarding my mortgage. Each time I called I was given different information, and a different amount to pay. In XX/XX/XXXX I was told that I would receive documents that I would have to sign, have notorized, and send back to complete the process. I watched my mail, and contacted Loancare frequently for the paperwork, only to be told that the paperwork was on its way, the paperwork never came. I was still making the payments that I was told to make. I continued to call because I wanted to make sure that I did my part in regards to getting my Mortgage back on track and current. Sometimes the amount I was told to pay would differ depending on who I spoke with. Finally in Late XXXX I received the documents via Fed Ex, completed the paper work and sent it back on Saturday XX/XX/XXXX. According to my loss mitigation history the documents that I needed to return were received by the Loss Mitigation department on XX/XX/XXXX. I have since been making my payments. I was injured in a car accident on XX/XX/XXXX, then had to have XXXX on XX/XX/XXXX, but in the meantime still making my payments. I have requested that I receive current mortgage statements from Loancare on a regular basis, and each time I call I am promised that someone will call me back, and advised that the system will be updated and the issue will be corrected. On today XX/XX/XXXX @ XXXX I contacted Loancare to check the status of my account to see if the system has been updated. I was told by a representative named XXXX that the reason I have not received an updated statement is because the Loss Mitigation case was closed 90 days prior to Loancare receiving the documents which I was unaware of. I could not send documents back that I never received. I requested to speak with a Supervisor only to be placed on hold ( I waited XXXX minutes ) and eventually sent to a bogus voicemail! I have spent countless hours on the phone to get the issue resolved only to be left on hold, and hung up on, and having to call back. I have requested supervisors and no one calls back to address and fix the issue which is me receiving a current mortgage statement that shows that I am no longer behind in my mortgage. The following payments have been made to my account Starting XXXX {$400.00}, XXXX {$710.00}, XXXX {$710.00}, XXXX {$800.00}, XXXX {$620.00}, XXXX {$770.00}, XXXX {$730.00}, XXXX {$730.00}, XXXX {$250.00}, XXXX {$510.00}, XXXX {$320.00}, XX/XX/XXXX, {$200.00}, XXXX {$230.00}. I called back on today XX/XX/XXXX spoke with XXXX for roughly XXXX minutes again to be told that I needed to speak with a XXXX and was placed again on hold and have been on hold for over XXXX minutes. The customer service is HORRIBLE!!! After holding and then speaking with XXXX XXXX employee id ( NMM ) only to be advised that the only thing she could do is escalate my concern, and that she cant help it that the Government is behind with processing, and that she cant help that they are short staffed. I advised her that I wanted to make a payment and again she transferred me to a rep who transferred me to another rep to take my payment! Go figure! Just Horrible and every time I am transferred I have GIVE ALL OF MY ACCOUNT INFORMATION EACH AND EVERY TIME! ****************
|
| 12/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX my mortgage sold to LoanCare.
XX/XX/XXXX my monthly payment increased from {$1300.00} to {$1700.00} because the RPT office didnt finish filing my homeowners exemption. LoanCare estimated my escrow and made payments using incorrect tax information.
LoanCare says dont worry I can make my original payment of {$1300.00} until issue is resolved.
XXXX at the RPT office immediately acknowledged their mistake and amended the filings.
XX/XX/XXXX I provided LoanCare with the updated tax information and instructions to email XXXX a request for refund of overpayment.
XX/XX/XXXX XXXX hasnt received the request, so I arranged a conference call with XXXX and XXXX ( LoanCare supervisor # XXXX ) They confirm email addresses and amended info, XXXX will send request and resolve within 14 days.
XX/XX/XXXX XXXX says still no request.
XX/XX/XXXX my payment of {$1300.00} is put into a suspense account rather than applied to my mortgage. Customer service says they will reverse and apply to mortgage within 3-5 days.
XX/XX/XXXX I am still waiting for re-analysis of escrow. XXXX still waiting for refund of overpayment request. XXXX unavailable every time I call, and no response to messages.
XX/XX/XXXX LoanCare hasnt moved my payment from suspense account, now it looks like I missed a payment.
XXXX ( supervisor # XXXX ) says there isnt a way to reverse or move payment and requires that I make the additional payment of {$400.00} in order to keep my account in good standing.
I make the payment over the phone and they promise to suspend late payment fees and credit reporting through XXXX.
XXXX will escalate escrow analysis and resolve within 7-15 days. Also promises to email me records of our communications.
XX/XX/XXXX no calls, no emails, no request to XXXX, no escrow analysis. After I leave 4 messages, XXXX says they are working on it. He promises to call on the XXXX and email documents.
XX/XX/XXXX no calls, no emails, no escrow analysis.
XX/XX/XXXX customer service cant help me. XXXX, XXXX and all supervisors available But someone will call me in 3-5 days.
XX/XX/XXXX no calls, no emails, no escrow analysis.
I make a full payment of {$1700.00} and speak with XXXX ( supervisor # XXXX ) She says escalation should have closed XX/XX/XXXX. she will email all the people involved and resolve issue. Also will extend the suspension of late payment fees and credit reporting.
XX/XX/XXXX no progress. XXXX ( customer service ) emails team again.
XXXX ( supervisor # XXXX ) guarantees resolution and a call back on XX/XX/XXXX.
XX/XX/XXXX no calls, no emails, no escrow analysis.
XX/XX/XXXX XXXX says escrow analysis is being done right now. Also says she forgot to put her appointment to call me on her calendar.
XX/XX/XXXX escrow analysis has been done using the same incorrect tax information. My payment is still inflated. I need to start all over.
Since XX/XX/XXXX I have called over 3 dozen times, spent more hours than I can count, on hold and/or explaining this issue to LoanCare.
I have done everything I can to facilitate the resolution of this rather simple issue. I have continued to make very inflated mortgage payments. LoanCare has made promise after promise without follow through. I am at my wits end and fear that LoanCare is forcing me into default on my loan.
I have read many accounts online of people who have experienced the same or similar problems with LoanCare and are still trying to resolve them years later.
I can not afford to make the higher payments.
What else can I do??
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| 08/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Here is the letter I sent to the Mortgage Servicer XX/XX/XXXX Dear XXXX XXXX I am in dispute in your bill to me {$1400.00} for flood insurance when regular flood insurance that I have paid in the past 14 years on this mortgage has not been more than {$500.00}. And further I attest that the {$1400.00} that you are calling FLOOD premium is a penalty you are charging me NOT flood insurance as you say because I just paid the XXXX insurance.
You are charging me for not having flood insurance for XXXX for which you took over the loan from the former company a few months back and yet you are not paying the past year premium. I am disputing this charge because if I had a notice from you 1 year ago that I needed to pay the insurance I would have paid it. Your company didn't contact me that I was lapse in my insurance for the year XXXX until XXXX a year later when you caught it. Why didn't you pay the premium at that time and charge me the {$1400.00} then if I didn't respond? You did not contact me that is why and realized a year later that it hadn't been paid. Charging me the money now does not cure the year that went by with no Flood Insurance. I have made payments on my home and flood insurance for 14 years without missing a beat and here is why.
The last company that had my mortgage with would contact me if the flood insurance went to them and since I do not have impounds they would always forward me the insurance and I would pay it. Your company did not do that. When you found out that I did not payit was 1 year after the policy was done. If you had sent me correspondence that year that if I didn't pay you would put the premium in force on your end, it would of gotten paid. You are putting it on 1 year after the fact with a 2 month notice and the policy which would have been in arreas. You can not pay the policy in arreas, so why are you charging me unless it is a penalty and if so state that fact. It is not for a policy. I called XXXX to see if I could pay the past XXXX flood insurance and they said it's in the past ( I knew this but wanted to verify this ) So who are you paying insurance to on my behalf for XXXX that is in the past?
The reason I realized that the policy was not paid is because your company after the year told me it had lapsed and I immediately looked into it and paid for a current policy. Again you took over the last mortgage servincing contract and they always sent me notice and you failed to do that until the policy had already lapsed a year.
The policy is back in force as I paid for it up front so the last years policy is now gone and there is no paying for that, if there was I would pay XXXX myself the {$500.00} for lapsing.
My dispute is based on the fact that I have never went without paying flood insurance primarily because I was prompted by the other mortage servicer because they would receive the bill and forward or communicate that it needed to be paid. I further dispute that your company only reported to me that it was due when the policy was over and perhaps you caught it in an audit. And I further dispute that you have billed me for a Flood premium policy b that can not be paid in arrears there for it must be a penalty for not paying. You have now put an impound on my account which did not have an impound to pay for the XXXX flood policy and sent me a policy which can not be valid seeing how XXXX is gone! I have XXXX flood insurance. Please correct this erroneous charge to my escrow which made my payment go up {$110.00}. Thank you
|
| 10/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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As of XX/XX/2022 my federally protected rights are willfully, knowingly and purposely being violated by loan servicers/covered persons LOANCARE LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX MI XXXX. According to the Truth In Lending Act ( Regulation Z ) subsection 12 CFR 1026.39 Mortgage Transfer Disclosures covered persons are required to provide mortgage transfer disclosures to consumers. As of the above-mentioned date I have been denied access to the informed use of credit by the above referenced covered persons because I have NOT been provided with any typed, written, or electronic mortgage transfer disclosures forms which has caused me to have adverse actions taken against me the consumer despite my lack of knowledge of the terms or expectations of me the borrower during the mortgage transfer process. Subsection 1026.39 titled Mortgage transfer disclosures states that " The disclosure requirements of this section apply to any covered person except as otherwise provided in this section. For purposes of this section : ( 1 ) A covered person means any person, as defined in 1026.2 ( a ) ( 22 ), that becomes the owner of an existing mortgage loan by acquiring legal title to the debt obligation, whether through a purchase, assignment or other transfer, and who acquires more than one mortgage loan in any twelve-month period. '' This subsection also states " ( b ) Disclosure required. Except as provided in paragraph ( c ) of this section, each covered person is subject to the requirements of this section and shall mail or deliver the disclosures required by this section to the consumer on or before the 30th calendar day following the date of transfer. This means that both LOANCARE LLC and XXXX XXXX XXXX are both legally responsible to ensure that I was provided mortgage transfer disclosure forms but they both failed to do so. XXXX XXXX XXXX informed me on XX/XX/2022 via telephone that my mortgage was transfer from them to LOANCARE LLC as of XX/XX/2022 but LOANCARE LLC in contrary to what XXXX XXXX XXXX is saying, stated via telephone on XX/XX/2022 that they became the covered person for my mortgage transfer as of XX/XX/2022. Both covered persons are completely contradicting one another, and no one can tell me what date my mortgage was actually transferred to a different servicer. 12 CFR 1026.39 also states " ( 1 ) Form of disclosures. The disclosures required by this section shall be provided clearly and conspicuously in writing, in a form that the consumer may keep. The disclosures required by this section may be provided to the consumer in electronic form, subject to compliance with the consumer consent and other applicable provisions of the Electronic Signatures in Global and National Commerce Act ( E-Sign Act ) ( 15 U.S.C. 7001 et seq. ). ( 2 ) The date of transfer. For purposes of this section, the date of transfer to the covered person may, at the covered person 's option, be either the date of acquisition recognized in the books and records of the acquiring party, or the date of transfer recognized in the books and records of the transferring party. '' This means that both servicers were required to provide me with clear and concise disclosures to ensure that I can fairly and accurately understand what was taking place during this consumer credit transaction. These actions violate the Truth In Lending Act, Fair Debt Collection Practices Act, and Fair Credit Reporting Act!
|
| 08/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I have been dealing with Loancare on a payment issue for 6 months now and 2 cases have been filed.
The latest case number was XXXX They initially refused to do anything but after the second case I filed, they finally agreed that they had internal issues and said that they would reverse my negative report with the credit bureaus. It remains to be seen when my credit history is fixed since I can not trust Loancare to do the right thing.
This complaint is a related one that shows how they constantly send incorrect information resulting in harassment and mental torture. I just received the attached mortgage statement which included a DELIQUENCY NOTICE stating that I risk FORECLOSURE. After the issues I have had with their inefficient payment receipt system and the cases filed earlier on this same mortgage, I started paying online through their website so that there is no third-party bank involved and so that they can not hide behind another process anymore. The attached online log from their website shows all payments made and the statement I just received in the mail shows a different picture. I have complained to them multiple times that their systems are misleading and they continue to claim that nothing is wrong. My payments are scheduled by the XXXX of each month but their systems always show a later date since it takes them time to withdraw funds for some reason only known to them. My payment date should reflect when I pay online and not when they get the funds after their internal delays. All banks and mortgage companies follow that process except Loancare. Even the IRS uses the US Postal Service stamped date. This company is internally biased and does not care about the consumer. Getting them on the phone takes over an hour so that is a waste of time as well. Hence am submitting this complaint since someone needs to set them straight. These kinds of inefficiencies cause confusion and ultimately cost the consumer and we end up losing out. It makes no difference to them since they have nothing to lose. If I did not spend 6 months chasing them with multiple complaints they would never have agreed to fix my credit report. Who pays for all the time and energy that I had to spend chasing them for a mistake they made? And now with the delinquency notice, they are increasing my stress level even more.
For a customer who pays on time and is very careful about credit this is a huge issue. I am in the middle of buying a home and due to their fault and incorrect credit report it will cost me hours to try and explain this to the new lender and then I will have to provide all the extra paperwork as well. Why do I have to do this for no fault of mine?
Such Mortgage companies can not be allowed to operate like this? They have to be held responsible for providing proper service. They just can not charge fines and penalties and hide behind a rule book and have consumers run behind them since we are at the receiving end. They will probably state that their systems are adjusting the balances due to the earlier case as they fix the payment allocation from XX/XX/2021 and generated a statement in error. But that just shows you once again how inaccurate and inefficient their systems are. They just CAN NOT send a delinquency notice if I am not delinquent since foreclosure is no small issue. I can not take this stress anymore and keep chasing them to avoid issues on my end.
I AM NOT DELINQUENT AND TAKE OFFENCE THAT THEY SENT ME SUCH A NOTICE AND MENTIONED FORECLOSURE.
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| 01/14/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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BLUF : Loancare doubled up a mortgage payment during a servicer change, cancelled our autodraft payment when this redundant charge was paid to the previous servicer, and the reported us incorrectly 30 days behind on our mortgage to our the credit bureaus. Loancare has failed to carry out promised actions from customer service to rectify the situation.
My mortgage servicer changed from XXXX XXXX Mortgage to Loancare in XX/XX/XXXX. I contacted Loancare customer service when notified of the of change and received information about both online automatic payments and the 60 day grace period for mortgage holders whose servicers change. I was concerned because the change overlapped with my wedding and honeymoon ( where I would be out of the country ) and wanted to make sure the process ran smoothly. I signed up for automatic payments on XXXX XXXX and, based on the information received from your customer service representative, believed that my payment was safely taken care of.
XXXX XXXX XXXX received our monthly payments that were due on XX/XX/XXXX and XX/XX/XXXX. We received a bill from Loancare through the mail for a payment due on XX/XX/XXXX, and it states that we would be subject to a late fee if we didn't pay even though we were within our 60 day transfer period between servicers. On XXXX XXXX I set up auto-draft through Loancare 's website. When I noticed that no payment was auto deducted from my checking account, I called customer service on XXXX XXXX and was informed that my auto draft was suspended without my knowledge. Loancare told me I was delinquent in my payment due on XX/XX/XXXX, and directed me to make a payment immediately but that in doing so I would avoid any derogatory information on my and my wife 's credit. This XX/XX/XXXX deliquency was in error, as I had already paid XXXX ( as is permitted under the 60 day window ). I made the online payments ( XX/XX/XXXX and XX/XX/XXXX respectively ) and then re-signed up for autodraft for the coming month. Loancare did not charge me for a late fee, but Loancare did incorrectly furnish information to the credit bureaus that we were over 30 days late in our XXXX mortgage payment. We have contacted Loancare multiple times and filed disputes with Loancare and the credit bureaus. Over the phone, Loancare customer service stated that they were incorrect in reporting us as late since we were within our 60 day between servicer window and payed within the mortgage grace period in XXXX.
On XX/XX/XXXX I received multiple notifications that there was a late mortgage payment on my record and that my credit score was negatively impacted. This caused the refinance options I was exploring to evaporate. I called the customer service and filed a dispute. I lodged disputes with all three credit bureaus as well. I wrote the attached letter with my payment history included, which showed how there was a double payment for XX/XX/XXXX and that I wasn't delinquent ( just went to the previous servicer, which is allowed under the 60 days ) and that Loancare made the error in suspending my autopay. My wife followed up with a phonecall on XXXX XXXX and ( after a 3 hours on hold on the phone ) a Loancare supervisor affirmed the error, said that they would rectify the information with the credit bureaus. On XX/XX/XXXX we received a letter from Loancare stating that their information was correct and that the late payment should remain on our records, despite their mistake. At this time the late payment remains in our records.
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| 06/10/2023 |
Yes |
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- Trouble during payment process
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Web |
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Account Payment Application and Debit Discrepancies Dear LoanCare/XXXX XXXX XXXX XXXX XXXX hope this letter finds you well. I am writing to bring to your attention some concerning issues regarding the application of my mortgage payments to my account. Despite consistently making timely payments, I have noticed discrepancies and irregularities in how my payments are being handled, specifically related to the allocation of funds and the debiting of amounts that I have no knowledge of or consented to.
To illustrate my concerns, I would like to refer to a recent example. On XX/XX/XXXX, I made a payment of {$4500.00} towards my mortgage account. However, to my surprise, this payment was initially placed in a suspense account without any justifiable reason. On the same day, two different amounts, {$4500.00} and {$2600.00}, were posted to my account. Additionally, there have been debits made from my monthly payments without proper explanation or prior notification.
One such debit includes an escrow advance of {$2300.00} on XX/XX/XXXX, which was deducted directly from my monthly payments. It is important to note that I was not informed about any such escrow advance, and this deduction has led to an ongoing and seemingly infinite debit on my account. Furthermore, a hazard insurance disbursement of {$2500.00} was also taken directly from my monthly payment, which raises concerns about the transparency and communication surrounding the management of my account.
As a responsible borrower, I have consistently fulfilled my financial obligations by making timely payments, and it is my expectation that these payments are applied in a fair and transparent manner. I firmly believe that my payments should be primarily allocated towards reducing the principal balance of my mortgage rather than being diverted to cover various shortages or debits that I am unaware of.
I kindly request that you thoroughly investigate these discrepancies and provide me with a comprehensive explanation of how my payments have been applied to my account. It is essential that I have a clear understanding of the debits made from my monthly payments and any outstanding balances that need to be addressed. I also urge you to take immediate corrective action to rectify any misallocations and ensure that my payments are correctly applied to my account going forward.
Moreover, I would appreciate your cooperation in providing me with detailed documentation pertaining to the debits made from my account without my knowledge or consent. It is my right as a borrower to be informed and have transparency regarding any financial transactions related to my mortgage.
I believe that resolving these issues is crucial to maintaining a mutually beneficial relationship. I value the opportunity to work together towards an equitable resolution and to restore the proper handling of my mortgage payments. I kindly request a prompt response within [ mention a reasonable timeframe ] to address the concerns raised in this letter.
Thank you for your attention to this matter. I look forward to your prompt response and a resolution that ensures the accurate and transparent application of my mortgage payments.
Sincerely, YOU ARE TAKING MONEY FROM MY MONTHLY PAYMENTS AND SAYING THAT I AM BEHIND IN PAYMENTS. YOU ARE TAKING ESCROW ADVANCES AND INSURANCE FROM MY MONTHLY PAYMENTS. I DO NOT HAVE MONTHLY PAYMENTS BECAUSE YOU ARE TRYING TO SATISFY ESCROW ACCOUNT.
YOU ARE FULL OF SUBTERFUGE AND MALICE.
XXXX XXXX
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| 12/09/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
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Web |
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I was issued a check from my mortgage company in which I am filling the complain against, My LoanCare - a loan servicing Company, in which the check that was issued was for overstated escrow due to when i purchased me house this year. The amount of the check was {$1800.00} and was issued on XXXX/XXXX/XXXX and was mailed to my name and my home address.I never recieved the check and am just now following up with the situation because I was unaware that my mortgage company would be issuing a check. The reason why I followed up with the company was because I had recieved my winter tax statement and wanted my mortgage company to know what tax bill was due and with that, I wanted to know how much was overstated in my escrow account. I was then told that the check was issued back in XXXX in the amount above and that it was cashed on XXXX/XXXX/XXXX. I informed the company that I did not cash it and a representative told me that the check appeared to be signed over to another individual. I informed the mortgage company that it was fraud and I never recieved the check nor did I sign the check over to someone else. I then requestsd an image of the check which they then emailed me. From the check image, my name was signed ( forged ) and the individual that forged it made it payable to themself. That individual them took it to XXXX XXXX Bank to deposited/cash the check based on the stamp that was used on the back of the check. I was informed by the mortgage company that I would need to contact XXXX XXXX and file a police report as it was out of the mortgage companies hands because XXXX XXXX was liable for the transaction. I contacted XXXX XXXX and they could not give me much information due to confidentiality and that my mortgage company must file a fraud report to the company in whol they hold their accounts with, which is XXXX XXXX. I then contacted my mortgage back to inform them that I had filled a police report and they requested that they needed a copy of the police report before they could consider re-issuing a new check to me. After a day, i contacted the mortgage company back to follow up on anything else they might need but also the supervisor had expressed he was going to speak to his supervisor to see if hey could re-issue a check regardless. Once I called back they stated they could not help anymore as it was not in their control and they do not have a fraud department and it must be followed up by my local police to get my money back. Because of this, I feel that I have been doing my mortgage companies investigation and they are not offering to help me and that is why I want to file a complaint. I am also going to follow up with my local police department/detective that will be working on thr case as they can gather more information due to their being a case open. In addition, I informed my mortgage company that I woild be acquiring an attorney for legal action against them or the individual that took the check and forged my signature and used it for their own benefit. Lasty, I contacted XXXX XXXX to understand how their policies work for XXXX party ( signed over ) checks. The supervisor informed me that they do not allow signed over checks and are unsure to why that check cleared for the accused person. I have a copy of the check if you need it, an email from a manager at XXXX XXXX to confirm that the check was cashed, and a police report number. I believe that I am protected by Consumer ( financial ) Protection Act, the FTC, and more.
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| 12/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Below is an email sent to XXXXLoanCare regarding our mortgage. LoanCare is accusing us of non-payment and we have provided and proved substantially with documentation that payments were made and the money is with LoanCare/XXXX
Even after we proved everything, LoanCare/XXXX has predatory, inhouse debt collection calling us demanding payment. When we ask to escalate to a supervisor we are unable to speak to anyone and there is denial that LoanCareXXXX has payments.
We as borrowers are extremely upset and perturbed by XXXX and LoanCare as to managing the transfer of servicing from XXXXXXXX XXXX to XXXX and ongoing payments. What should be an enjoyable time of making our new home our own has become a nightmare. With the advances of technology, there should be better communications between both companies ( XXXX and XXXXXXXX XXXX ) and transparency to let me, the borrower, understand what, where, when and to whom, I need to make payments to. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Many of the mortgages I held were taken out with a paper driven process. It is clear that there is antiquated servicing software being used and that there is poor to no communication that meets the standards of customer service of 2022. The loan was sold while I was in XXXX for 8 weeks, visiting my daughter and vacationing. I was unable to receive paper mail and I never received electronic communication. I have been trying to resolve the payment issue with my mortgage without success from XXXXXXXX XXXX and XXXX. Your customer service and collections teams have been unable to solve the problem, despite providing all documentation and actions. I am prepared to go to the Consumer Financial Protection Bureau next and open a case as you are not acting within your fiduciary duty to me as the borrower, and your servicing/collections team is acting predatory even after I have proven that we have made all required payments. Our credit scores are XXXX. We are prompt with paying bills.
Attached is all of the payments made to XXXX XXXX on loan # REMOVED which you are currently servicing for XXXX with a new account # REMOVED.
I have paid directly to Loan care XXXX on XX/XX/2022, to customer service because they asked for escrow to be paid. Confirmation number Removed.
I also paid on XX/XX/2022 XXXX for XXXX mortgage payment Conformation XXXX XX/XX/2022 a bulk wire transfer was sent to Loan Care which included my XXXX payment.
Wire Transfer XXXX XXXX After 2 hours of conversations NO ONE can seem to find my transaction.
XX/XX/2022 XXXX sent a bulk wire transfer to Loan Care which included my XXXX payment.
Wire Transfer # REMOVED I am totally up to date on XXXX XXXX XXXX and Escrow.
This transfer has become a nightmare that I have never experienced before, and I have had 20-25 mortgages in which most have been sold. Many of these mortgages occurred before the industry was computerized. It is clear that there is antiquated servicing software being used and there is poor communication. The loan was sold while I was in XXXX for 8 weeks, and not receiving mail. I can not get customer service to help me solve this problem.
Our credit scores are XXXX. I am prompt with paying my bills. How many others are you torturing through this process? Ive spent too much time trying to correct these mistakes. My next email is to the Consumer financial protection bureau. Loan Care will not communicate with me or with XXXX.
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| 07/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Due to a payment processing error with my mortgage, my account has been listed as delinquent for several months despite the fact that I have made a timely payment every month. My account has been reported to the credit bureaus as delinquent, which caused me to be denied when applying for credit. I have spoken with your customer service department by telephone and have not been able to resolve the issue, so I am submitting this written request to explain the situation and ask that you resolve it as quickly as possible. Time is of the essence because this mistake continues to damage my ability to obtain credit and is causing me financial hardship.
The issue that arose is as follows : at the beginning of 2020 my mortgage payment was {$2600.00} due on the first of each month. I made the XX/XX/2020 through XX/XX/202 payments in advance of the due dates, and these payments are correctly reflected on my account statement. The issue began with my XXXX payment. I made the usual payment 0f {$2600.00} on XX/XX/2020. Instead of being applied to the XXXX payment, this amount was places in suspense, and then applied toward my principal on XX/XX/2020. I was not contacted by customer service or informed of any issue. As far as I knew, I had made an XXXX payment well in advance of the due date. On XX/XX/XXXX, I made another payment of {$2600.00}, which I reasonably believed was a timely payment for XXXX. This amount was also applied to principle. On XX/XX/XXXX, my account was assessed a late fee since no XXXX payment had been reported on my account.
On XX/XX/XXXX, still unaware of any issues, I made a {$2600.00} payment for XXXX. Around halfway through the month, I was informed that the payment had increased to {$2700.00} per month after the annual review of my escrow account, and I needed to pay an additional {$120.00}. I paid the additional amount on XX/XX/XXXX, and the payment was applied on XX/XX/XXXX. No one mentioned that the amount was applied to XXXX as a late payment and that now my XXXX payment was reflected as late. As far as I knew, I was caught up through XXXX and my next payment was not due until XX/XX/XXXX. I made that payment, in the amount new amount of {$2700.00} on XX/XX/XXXX. I made three more payments of {$2700.00} during 2020. They were made on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each of these was reflected as a late payment for the previous month.
The total amount of mortgage payments due in 2020 was {$32000.00} ( {$2600.00} for the first seven months and XXXX for the last 5 months ). My actual payments are well in excess of this, totaling {$37000.00}. I never indicated that any of my 2020 payments were intended to be applied directly to principal instead of to the monthly amount due. That action was taken in error and without my knowledge, leaving my overpaid mortgage account listed as delinquent and accruing late fees.
I am writing to request that you reverse the XX/XX/XXXX and the XX/XX/XXXX payments that were incorrectly applied to principal, and instead apply them as a timely payment for XXXX. This will result in all the other 2020 payments being applied to the appropriate months as timely payments. Please reverse all the late payment charges applied to my account, since the payments I submitted, once they are correctly applied, will have covered all payments due for 2020 on or before their due dates. Please contact the credit bureaus IMMEDIATELY and have all reports of delinquency removed from my credit history.
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| 09/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I believe Loancare , LLC is committing mortgage fraud and accusing me of defaulting on my loan. In fact, I have been paying the full amount owed, on time.
In XX/XX/2019, my monthly mortgage payment increased in order to replenish my escrow account which was depleted due to tax payment. I didn't realize it had increased because that notice came in the exactly same envelope that my monthly statements come in, and I had just assumed my monthly amount was the same. It wasn't until XX/XX/XXXX that I realized the problem, after they started calling me daily using an automated message and sent me several threatening pre-foreclosure notices. I found the old letter regarding the increase to my payment amount which said that I could pay my escrow shortage in a lump sum which would increase my monthly payment from {$2000.00} to {$2000.00} or I could not pay the lump sum which would increase my monthly payment to {$2100.00}. I decided to take the first option. I immediately took steps to resolve this issue.
I calculated the amount I owed Loancare because I had been underpaid my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments ; on XX/XX/XXXX, I paid that amount plus late fee charges for a total of {$650.00}. Also on XX/XX/XXXX I paid the escrow shortage amount of {$930.00}. I then changed my monthly payment amount to {$2000.00} so that my payment for XX/XX/XXXX onward would be that amount.
On XX/XX/XXXX, I spoke to a customer service rep named XXXX who assured me I had done the right thing, made the correct payment amounts, and confirmed that my monthly payment would now be {$2000.00}. He said the issue would be resolved by XX/XX/XXXX. I again spoke to a representative on XX/XX/XXXX because the daily automated harassing phone calls started again. That rep made a notation to stop the phone calls and said the issue was still being resolved but would be resolved by XX/XX/XXXX. The phone calls continued in XX/XX/XXXX and XX/XX/XXXX and I spoke to a representative again in late XX/XX/XXXX or XX/XX/XXXX of this year. That rep was not particularly helpful and made me feel responsible for them not being able to resolve the issue. He said my case was a unique situation that they didn't have a process for and they had to create a new process, but that it had been resolved on their end and just needed to be " processed. '' He wouldn't give me a date for resolution, and he said that their systems hadn't caught up with each other which is why I was receiving daily calls.
Most recently, in a letter dated XX/XX/XXXX, I received a letter that had a returned check of amount {$2000.00}, and the reason given is that they said this represented less than half the amount due. On the same day, I received a letter that said my loan was in default but to cure the default I could pay {$2000.00}. I am absolutely baffled on how to resolve this. Every time I call their representatives, they say this is being handled and that I should just continue to pay {$2000.00}. Now the company is rejecting that payment amount and accusing me of being in default. They have reported me to the credit bureau as well. I have done everything I can to resolve this and do exactly what their representatives tell me to do but I am very concerned that this won't resolve because they are using predatory practices and their system is set up to keep me continually in default.
I am not attaching documents at this time but I do have supporting documentation for all of this.
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| 06/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern, We are writing to complain about issues with two loan companies and a title company and the destruction of our credit, as a direct result from their negligence, lack of communication and poor management of the refinance process.
We had a residential loan with XXXX and chose to refinance through Newrez ( two companies under one parent company ) in XX/XX/2021. We signed the refinance paperwork with XXXX, the title company, on XX/XX/2021 with a disbursement date of XX/XX/2021. On XX/XX/2021 we received an email from Newrez stating that the loan had been funded, and on XX/XX/2021 we received an email from Newrez stating that our new loan account was ready to use. We logged in, set up our account and arranged for automatic payments to be made monthly, on the first of every month, starting XX/XX/2021, as per our refinance closing paperwork.
On XX/XX/2021, we received a statement from XXXX that our prior loan XX/XX/2021 payment was delinquent, even though emails had stated that our prior loan had funded and our refinance paperwork stated we would not be making a payment on the new loan until XX/XX/2021.
We spent close to 40 hours speaking to numerous individuals at XXXX, Newrez and XXXX, and learned that the original payoff balance was short {$3000.00} and the loan had not in fact been funded or closed. We were reassured that it would get " taken care of, '' and they were working to resolve the issue.
We spoke to several XXXX representatives at the end of XXXX and beginning of XX/XX/2021, who stated that they were still waiting from XXXX on the correct payoff balance.
We made our scheduled XX/XX/2021 payment on the new loan with Newrez.
we again spoke to XXXX on XX/XX/XXXX, who told us that a new wire, with the correct payoff amount was sent to XXXX. we were sent confirmation of the wire, as well as a letter stating that the delay in the payoff was due to internal errors between XXXX, Newrez and XXXX and that we should not be reported to the credit bureau as being delinquent, as the delay was no fault of ours.
As of XX/XX/2021 our online XXXX account dashboard stated that there is a {$0.00} balance, indicating that the prior loan had been paid and funded.
On XX/XX/2021 we received a letter from XXXX stating that our home is now in pre-foreclosure. Furthermore, we were reported by XXXX to the credit bureaus as being delinquent on our loan payments and our credit has declined from XXXX to XXXX. We were in the process of purchasing a home ; however, we now do not qualify and are unable to secure financing as a result of the significant drop to our credit as a result of the miscommunication between the lenders and the title company.
We would also like to note that we have owned several residential properties, as our primary residence, for the last 25 years, and never during that timeframe have we ever made a late payment. In fact, in all of our revolving accounts as well as household bills, we have never made a late payment, henceforth our near perfect credit of XXXX.
We hope to have resolution to this matter in short order. Nevertheless, we are incredibly frustrated that after years of being responsible consumers, mistakes that were no fault of ours, were made that have significantly impacted our livelihood and purchasing power ; that has taken decades for us to acquire.
We have attached several documents pertaining to this issue to bring this to a quick resolution.
Thank you
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| 10/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Good morning, below is the letter I sent to LoanCare requesting the removal of late payment history. My mortgage has been current since the start of XXXX. LoanCare granted me a forbearance due to XXXX and accepted the late payments in arrears ( 3 ) while in forbearance to make the account current. However, they reported all payments while in a 2 year plus forbearance as late. This has ruined my credit. The missed payments should not have been reported. Since sending the letter below, they are reporting additional payments as late from XXXX that were marked as current prior to sending the letter. Something is not right with this company. I am requesting the help of CFPB to resolve this issue.
-- - Account XXXX. : XXXX XXXX XXXX XXXX XXXX.
XXXXi FL. XXXX LoanCare Attention : Credit Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Request Removal of Late Payments During Covid Forbearance Dear LoanCare, I am writing to request the removal of late payments from my account during the Covid forbearance period, specifically after XX/XX/XXXX. I would like to clarify that the past due payments for XX/XX/XXXX through XX/XX/XXXX, prior to entering forbearance, have already been accepted and applied to my account.
During the early stages of the XXXX pandemic, I faced financial and medical hardships, resulting in a three-month arrears on my account from XX/XX/XXXX through XX/XX/XXXX. In XX/XX/XXXX, my forbearance request was officially approved due to the impact of XXXX. While under forbearance, I diligently made payments to account for the missed payments prior to entering forbearance. The following payments were made and accepted : - XXXX : Payment made on XX/XX/XXXX - XXXX : Payment made on XX/XX/XXXX - XXXX : Payment made on XX/XX/XXXX Once these payments were posted to my account, LoanCare representatives assured me that my account would be considered current and within the forbearance period, and that the missed payments after XX/XX/XXXX would not be reported as late. However, I have noticed that the late payments between XX/XX/XXXX and the end of the forbearance are still reflected on my account.
I kindly request that you update my account to reflect the removal of late payments during the forbearance period. Furthermore, I urge you to report this update to the credit bureaus, as the current reporting is significantly impacting my credit rating and creating financial burdens by increasing my interest rates. Additionally, this situation XXXX also have implications for my future employment opportunities.
It is important to note that LoanCare is the only company on my credit record that is adversely affecting me due to late payments during a forbearance period. In comparison, a similar scenario occurred with another property I own, and none of the missed payments were reported as late to the credit bureau. Therefore, I kindly request a thorough review of my account and the removal of late payments while under forbearance.
Thank you for your attention to this matter. I appreciate your prompt assistance in resolving this issue. Please feel free to contact me at your earliest convenience to discuss this further. I have worked diligently to maintain timely payments to all my creditors in order to rebuild my credit score after the significant challenges faced during the XXXX pandemic.
I look forward to a positive resolution and the rectification of my credit record with LoanCare.
Sincerely, XXXX XXXX XXXX
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| 08/05/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I asked for a forbearance in XXXX I only wanted a 6 month forebearance but when I tried to come off my forbearance and start making payments again, they wanted the entire amount paid in full obviously if I had that money I never would have asked for the forbearance I was then told I would be presented with a 3 month 3 payment trial plan, that if completed would allow me to enter into a loan modification, the first one I was sent was ridiculous raising my interest rate by almost double and including a payment 1-1/2 to 2 times my current payment so I did not accept it the second one was reasonable and stated that on XX/XX/XXXX I would make my first of 3 payments in the amount of XXXX and my last and final of the 3 would be on XX/XX/XXXX in the same amount. I made the XXXX payment on XX/XX/XXXX in the amount of XXXX but the rep taking my payment said the amount was XXXX and my trial stats on XX/XX/XXXX I explained that my documents said XXXX and XX/XX/XXXX she did some research and confirmed that she had found the document stating the same thing but underwriting was only recognizing the trial that begins on XX/XX/XXXX for the higher amount I had not even received this document and yet so the rep said it must be a mistake and underwriting would correct it I have since made all XXXX payments on the XXXX of each month or earlier in the amount of XXXX ( their records always show my payment being made much later than they actually were ) at least 5 reps have reached out to underwriting with no luck in resolving the matter, the only notes are that underwriting is denying the trial beginning on XX/XX/XXXX but never gives a reason even after the reps comments to the underwriter specifically requests it. Again, I have made all 3 payments in the amount that was outlined in the terns of the trial on time. when I asked for a number for underwriting I was given a nonfunctioning number ( XXXX ) that either rings with no answer or says for a different company, when I ask for a supervisor I get put on hold ( have waited for 3 hours so far ) with no answer and if it gives me the option to be called back, nobody ever calls back, in the past 90 days I have selected the call back option at least 5 times without ever receiving a call back, or the rep give me the option to call back and ask for the escalation department extension XXXX, which does the exact same thing no answer no call back, there is literally no recourse or ability to speak with a manager, supervisor or decision maker. Underwriting has also fully insulated themselves from being accountable as there is literally no mechanism in place to reach them to ensure they are being provide accurate info from the reps, there is no phone number, XXXX XXXX ... I have recorded and transcribed almost every call with myloancare ( 1-800-274-6600 ) the servicing company for XXXX XXXX XXXX Every rep has acknowledged that I am correct in the terms of my trial and that underwriting should update my records to reflect my account to have satisfied the terms of the trial, and that my modification should be approved. I can only assume these have been tactics designed to increase my payment, deny my modification or allow them to foreclose on me, as my loan is backed by the VA, they know foreclosing would get them 100 % of the loan paid in full and they would be able to take possession of the property and double their investment, this fraudulent, immoral and I certainly hope illegal
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| 09/06/2019 |
Yes |
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- Trouble during payment process
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Web |
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Several years ago my mortgage servicer raised my escrow by hundreds of dollars per month. I fell behind by two payments over a period of time, while complaining to them about the miscalculation of escrow. It was finally corrected months later. I was two months behind for quite a while, unable to catch up. I was late again and the servicer blocked my phone number. They wouldnt take my calls. I sent. Letter, several emails, and called every day, often multiple times. Then after several weeks of this, they finally unblocked my number and told me they couldnt take my payment, it was now with the lawyer. I had to apply for loss mitigation since they refused to take my payment. They continue to destroy my credit, claiming I am not paying even though they wont allow me to do so. In court, their lawyer tried to get the conciliation process thrown out by saying I was intentionally stalling. I was not. The company repeatedly asked for the same documents over and over and over again. I submitted completed docs through XXXX. They came back and asked for more to be sent. XXXX told them they had what they needed. Only them did they move the process along. They gave me a trial arrAngement. I made the three consecutive payments. They sent paperwork for loan modification that had to be notarized. I completed the paperwork. They said the notarized signature was incomplete. Back and forth we went. I finally spoke to someone there and they said I was all set. The paperwork was accepted. My new loan would begin XX/XX/XXXX. This was near the end of XXXX. I received a call from the mortgager saying I needed to pay XXXX. I said my new loan begins in XXXX. They said I should pay it anyway. When I asked why, they said they didnt know. Its what they are told to say. On the signed agreement, it says to pay your monthly until the new loan is accepted. I was told it was accepted. I signed and had it notarized. It was a legal document. Nervous, and not trusting the company in the slightest, I called at the end of the month to get a clarification. The new loan was based on the balance due. If I made another payment between the time it was calculated, and the time the new loan began, it would change the balance due, this making the calculation moot. But I called anyway. I was put on hold, and I have the screenshots to prove it ... for HOURS!!!! 3 hours and 42 minutes before the call was disconnected on their end. I couldnt have paid if I wanted to. Again, they had blocked me. The next day, XX/XX/XXXX, of course I got right through. They said that since I missed a payment I had to reapply. I argued that the loan was set. After speaking with the fourth person, I was told straight out that the loan isnt accepted until its filed with the court, and that they usually file as late as possible. I was also told that the customer service reps are FORBIDDEN to disclose this. So instead of someone saying just shut up and pay when you are certain the loan has been accepted, and in fact told it was accepted ... they could have said it isnt filed yet and FHA requires you to keep paying until its officially filed with the court. But no. They systematically withhold that info. This is just another in a long line of complaints again this company. They are shady and can not be trusted. I am just another person who unfortunately had their mortgage sold to these pernicious vultures. I would appreciate any help you could offer. Thank you.
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| 03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I submitted a request to LoanCare, my loan servicer, to have my PMI cancelled in XX/XX/XXXX due to an increase in my property 's value. The loan servicer had a broker, XXXX XXXX, contact me to set up a BPO. He asked me to send him photos of my property but said not to discuss that with our loan servicer. He said he would come out to visit the property later that day. He never came. Clearly XXXX has a conflict of interest, as he is employed/contracted by the loan servicer, not the property owner, and so it is in his best interest to create the lowest possible property valuation in order to prevent homeowners from cancelling their PMI and continue receiving business from the loan servicer. Should he produce valuations that are " too high, '' even if accurate - we live in Southern California, one of the hottest real estate markets in the country, and it's clear that home values have skyrocketed over the last few years - perhaps the loan servicer will no longer use his services. So, he comes up with low estimates in order to keep his boss happy. This is a fraud upon the customer and a disgrace to our mortgage system.
After a few months I received a denial of the request, citing that our property value had actually declined in value. This is impossible. First, a house down the street from us that is smaller actually sold for the same price our home did two years ago ; thus, even if our home hasn't increased in value enough for PMI cancellation ( which it has ), it's clear that our house HAS increased in value, and so XXXX 's claim that our home value actually decreased since purchasing is simply untrue. Second, we produced a comprehensive list of comparables in the area. It was evident XXXX only used the lowest comparables in a certain geographical area in formulating his fraudulent valuation.
on XX/XX/XXXX, my husband submitted a complaint to the loan servicer and he provided them with our list of comparables that we obtained from a real estate agent. On XX/XX/XXXX, we received a form response that the complaint was being investigated.
On XX/XX/XXXX, my husband requested an update about the status of our request. On XX/XX/XXXX we received a response requesting a letter with comparables in addition to the comparable properties on the BPO to support our dispute. Note that we had already provided this information on XX/XX/XXXX. In any case, we again provided this information to LoanCare on XX/XX/XXXX. In response, we received a form response indicating that our request was being researched.
On XX/XX/XXXX we requested an update and received another form response that our concerns were being investigated.
On XX/XX/XXXX, we requested an update and received another form response, but this response indicated that " a detailed written response will be sent to you no later than 30 days ... from the date LoanCare received your complaint. '' However, our complaint was clearly submitted in XX/XX/XXXX and now the servicer is acting as though this is a new complaint. It is not.
LoanCare is clearly outside of the 30 day time frame to resolve this matter or offer any reasonable justification as to why it has not yet been resolved. We have not been provided any updates as to the actual status of our complaint, after multiple attempts on our part. Not only was this BPO produced fraudulently, but LoanCare hasn't done their required due diligence to respond within applicable statutory timeframes.
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| 05/04/2017 |
Yes |
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- Trouble during payment process
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Web |
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My wife and I have an FHA mortgage that was transferred to Loancare in XXXX XXXX . Our loan originated on XXXX XXXX , XXXX , and our first mortgage payment was due on XXXX XXXX , XXXX . The purchase price was {$190000.00}. We only put 3.5 % down, so FHA mortgage insurance was included in the loan. The amount per month has varied slightly over time, but on our most recent payments the amount paid for mortgage insurance has been {$160.00}. On XXXX XXXX , XXXX , we made ou r 60th payment, an early payment for the installment that was due on XXXX XXXX , XXXX . We have never made a late payment on our mortgage. Through the course of our mortgage payments, we have consistently made additional principal payments, with the goal of being below 78 % LTV at the time we made our 60th payment. After our 60th payment was processed, our principal balance as shown on th e Loancare website, is {$150000.00}, which equates to a LTV o f 77.97 %. Our loan was closed in XXXX XXXX , well prior to the rule changes that went into effect in XXXX XXXX regarding when FHA mortgage insurance can be dropped. So we were grandfathered into the old rules. We have had our loan for 5 years, we have ma de 60 payments on the loan on which mortgage insurance was part of the payment, we have a LTV under 78 %, and we have notified Loancare in writin g that we have met all requirements and that the FHA mortgage insurance should be dropped. I emailed my notice that the FHA mortgage insurance requirements had been met and mortgage insurance should be dropped, on the morning of XXXX XXXX XXXX , the day after m y 60th payment that dropped the LTV below 78 %. I received an acknowledgement email in response, which includ ed a notice that I should expect a response within 5 business days. But it has now been over a month ( 31 days and counting ) and we have not received any response of any kind from Loancare other than XXXX auto-responses acknowledging receipt of our email. I have sent emails each of the last 2 days days that have not been answered. The second one r eceived an auto-reponse identical to the first one that was received. Both my wife and I have also called them several times over the last month, but have received unhelpful service with different answers each time as to when a response can be exp ected. They have repeated time and again that a response can be expected within 10-20 business days, but when we point out in recent calls that it has now been well over 20 business days, t hey have no answer to that, and can not tell me what is going on. We mad e our 60th mortgage payment very early ( a full 4 we eks before the XXXX XXXX due date ) and notified Loancare in writing the very next day, in order to give time for any kink s to be worked out related to our request and for us to be sent an updated bill showing a lower amount with no mortgage insurance due, prior to our next payment due date on XXXX XXXX . But now a full month has passed since our request, nothing has been done, and XXXX XXXX is fast approaching. We have met all requirements as laid out by the FHA and HUD, and have waited more than 30 days with no response or action on removing the mortgage insurance as I understand is required by law. The mortgage insurance needs to be removed, and the billing amount for our XXXX XXXX payment due needs to be updated to reflect that, immediately.
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| 07/09/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Personal Statement regarding the negative report from this lender. XX/XX/XXXX Account name XXXX XXXX XXXX Loan number, XXXX For the entire time I have had this loan, I have never been " late '' except for the payment for XX/XX/XXXX. This lender states that I have two late payments, the payment for XX/XX/XXXX and XX/XX/XXXX. I paid for both months directly through their website on XX/XX/XXXX. The money posted to my account and cleared my bank account on the same day. I have never made the payment on the first, but always shortly thereafter and before late fees were applied. So why are they now reporting late for XXXX in addition to XX/XX/XXXX? In good faith I attempted to make the XX/XX/XXXX payment before late fees would apply. I responded to this lender immediately when they called me, 1st on XX/XX/XXXX for the XX/XX/XXXX payment and 2ndly for the XX/XX/XXXX and XX/XX/XXXX payments when they called me on XX/XX/XXXX. I explained the situation and expected a little leeway since I have never paid late enough to have late fees applied and have a reasonable explanation as to why this happened for the XX/XX/XXXX payment. This is what happened : I pay all of my bills through my bank using " bill pay ''. I do this close the 3rd business day of the month when my employer pays me. For XX/XX/XXXX that day was the XX/XX/XXXX. This lender called me on XX/XX/XXXX stating they had not received the XX/XX/XXXX paymentthis was a surprise to me! Immediately I checked with my bank, only to find that none of my " bill pays '' for XX/XX/XXXX that I submitted, including to this lender through " bill pay '' on XX/XX/XXXX, where ever processed and sent out. All the bank will tell me is that they could see that I logged in on XX/XX/XXXX, but that was itno checks went out. Immediately, the same day this lender called me, XX/XX/XXXX, I physically wrote checks and mailed them to everyone, including to this lender. On XX/XX/XXXX this lender called me again, this time telling me that I now owe them for XX/XX/XXXX and XX/XX/XXXX. They said they never received the 2nd check that I immediately wrote and mailed to them myself on XX/XX/XXXX. ( Of all of the payments I physically wrote and mailed via USPS myself on XX/XX/XXXX why is the check I wrote and sent to them the only one that never cleared my bank? For all I know they lost the check. This check also has never been returned to me by the USPS either ). So immediately I had my bank put a " stop payment '' on that check and went directly to this lender 's website and paid for both XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX, the same day they called me. This payment cleared my account the same day. Now they are reporting that I was late for both XX/XX/XXXX and XX/XX/XXXXagain I have never made the payment on the XX/XX/XXXX ; but shortly thereafter and before any late fees. I wholly do not believe the payment for XX/XX/XXXX or XX/XX/XXXX should be considered late and that they should reverse their negative credit report and work to have my excellent credit score that existed prior to their negative report restored.
I believe this lender is being very unfair and a Bully about this whole situation. NO ONE ELSE HAS MADE A NEGATIVE REPORT BECAUSE OF THIS FOLLY OF MISFORTUNE, NOT EVEN THE OTHER MORTGAGE LENDER I HAVE FOR MY OTHER PROPERTY. ONLY THIS LENDER CLAIMS NOT HAVE RECEIVED THE CHECK THAT I WROTE AND MAILED MYSELF TO ALL OF THEM ON XX/XX/XXXX.
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| 04/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My name is XXXX XXXX, Account number XXXX, with Loancare ( A XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. I have been told that XXXX is the financing company. My loan initially originated with XXXX lending, but was sold to XXXX XX/XX/XXXX and has been with XXXX ever since. My address is XXXX XXXX XXXX XXXX XXXX XXXX, Phone : XXXX. I purchased my home brand new/built and closed on XXXX/XXXX/XXXX. I have a fixed rate at 4.375 %. Promise to pay is {$150000.00} at closing. I am a first time home buyer. I have never been late and have paid my mortgage promptly each month for the billed amount of {$900.00}. I have never been advised of any Escrow shortage except on XXXX/XXXX/XXXX when I called in and inquired about the minor change in my mortgage payment ( It increased to {$900.00} ). I was told that I had an Escrow shortage of {$19.00} which resulted in the increase. This was not drastic so, ignorant to Escrow and how it worked, I paid the negative balance in full and resumed my payments as normal. Up until today ( XXXX/XXXX/XXXX ) I have continued to make my normal monthly payments, sometimes adding a few dollars extra to principal or to escrow. To my surprise when I logged in today to make my payment ( early ), I was shocked to know that my mortgage was increased from {$900.00} to a whopping {$1700.00}. As a home owner for less than 2 years. I was frightened and was in tears! I immediately called and spoke to XXXX ( ID XXXX XXXX who told me that my Escrow was {$5800.00} in the negative? I was beyond frightened and in utter disbelief. No one has ever given me any heads up, warning and even when my made my XXXX payment, there was no heads up or update advising me that this over dramatic increase was about to take place. It is my understanding that any increases in property taxes or home owners insurance, would take place between XX/XX/XXXX and XX/XX/XXXX, but never would cause an increase that high on a fixed 4.375 interest rate. Also, I am totally confused as to how a shortage of nearly {$6000.00} could occur in less than XXXX mos since in XXXX/XXXX/XXXX, I was told that my shortage was only {$19.00} ( I do have the statement ). I called and spoke to a Supervisor, XXXX, at XXXX. XXXX was very tentative and appeared to be very knowledgeable. I felt relieved to speak to her, but unfortunately she was unable to help me. She indicated that it appeared to be a major discrepancy in my paperwork. I explained that I absolutely could not pay {$1700.00} ( nearly 2 times my mortgage ) by XXXX XXXX and that my home was not a fancy home even nearly worth that amount in mortgage. My home, while comfortable, is a very base model " XXXX XXXX '' with no upgrades or fancy amenities in a very rural area with no sites. If I were able to afford a mortgage of that XXXX, I most definitely would have purchased a {$300.00} - $ XXXX home with all of the bells and whistles, not a base model. There is something seriously and severely wrong here. I reached out to an attorney who referred me to you for action. I am in desperate need of any help or direction that you can give. I have a strong payment history and I do care about my credit and do want to be adversely affected by errors made on behalf of the lender and/or servicing company. I beg and plea that you please review this matter as promptly and expeditiously as possible.
Best Regards & Sincerely, XXXX " XXXX '' XXXX XXXX
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| 05/07/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XX/XX/2020 Loancare was paid in full on a 3 years of servicing a Mortgage Loan, which was purchased from XXXX. This Loan is a VA IRRL Refinance. The money was wired to them on XX/XX/2020. Loan appears paid in full. XX/XX/2020 asked how long escrow would take - estimated 10 business days. Called on XX/XX/XXXX reconfirmed I saw no activity to roll additional overpayment of interest ( paid 3 days prior to the payoff quote ending date of XX/XX/2020 ) in addition to a small overpayment by the title company - about XXXX. The running ledger of my account still showed the payoff information as paid and {$0.00} as the current balance. The new loan holder has the account currently. First payment is XX/XX/2020. I logged into the account on XX/XX/2020to check status, it was day 11. To my surprise a post dated entry appeared. ForeclsurePartialRepayPrinBal {$370.00} under interest. When I spent 3 hours on the phone with 2 separate reps, they were mystified. The best they could offer was a review request and a escalation ticket. I was told someone was working this issue and that I would get a call back. I called XX/XX/2020, after getting no pro-active call, I asked to speak to management. I was told I could not email this person directly, have her phone number and all I could do was email general repository to provide management with my experience and concern. The person indicated this entry was a XXXX XXXX payment - Loancare 's interest payment to the investor. That she isn't sure why it's coded that way and that I should't worry. Well that's not a good enough banking answer, when pressed she indicated a banker had called in 4 hours prior with the same concern. To net this out : My payment history with them is my information that should not be tainted by an entry that doesn't represent the transaction properly. There is a truth in lending requirement and coding something foreclosure partial payemnt is not the correct coding for a investor payment. It creates mistrust, it creates concern for credit standing, it creates a deficiency in documentation and prohibits me from using an accurate representation moving forward of my payment history if I were to use and print my own payment history. It currently does not reflect the truth in ledger posting. Therefore, I would like this journal entry backed out and re entered properly with the correct description to reflect what it is. A letter emailed and sent acknowledging the error in description to the payment and accurately identifying what the payment was. I would like a call from their executive team. VP of default administration or Senior VP of Loan conversion and escrow. I would like this issue ideally resolved in 24 hours byXX/XX/2020 XXXX PST - from the time I spoke to middle management. Since Loancare is owned by XXXX, which is a XXXX XXXX company I feel that this fix should be relatively easy for them to achieve not just for myself buy globally to their other customers that have experienced the same impact - potentially all refinanced loans in 2020. I would anticipate this has impacted more than 2 people - myself and the banker who called in regarding his own account ( as recounted by the Loancare member I spoke with ). It was an acknowledged problem with no current solution. Expunging it is the most ideal scenario and or reposting correctly with a letter to explain the error and a phone call of ownership.
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| 04/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX per our conversations both phone and email, I was instructed by XXXX XXXX Special Loans Administrator, LoanCare , LLC to send Cashiers Checks 1 : {$270000.00} for curtailment of principal and the other {$300.00} for quoted recast fee both dated XX/XX/XXXXon XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX. Certified Mail receipt has signature date and time received as well as tracking record showing that Loan Care received these checks.
I contacted XXXX XXXX by phone several times after several days when I did not receive mail package as expected for signing of new recast. I have since called Loan Care and XXXX XXXX, and her supervisors many times and been told to wait due to back up of work loads but checks still were not found. I have checked several times with XXXX XXXX and verified that these checks have not been cashed to date. Then it was disclosed that XXXX XXXX is in Florida and Loan Care office that received checks is in Virginia. I have been on the phone with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and several other employees. I was informed that all costs related to reissuance and cancellation of lost checks would be paid by Loan Care. I can compile an exhaustive list of phone calls and employee names if needed.
As a result of LoanCare determining that checks were lost in their possession I met with XXXX XXXX Banker XXXX XXXX XX/XX/XXXX re : reissuance of these lost checks, and discussed with Loan Care on phone per UCC section 3-312 that LoanCare should proceed with declaration that they lost checks and must pay 1.5 % surety bond or indemnity agreement and {$33.00} per check for cancellation if within a 90 day period of checks issuance. That totals @ {$4100.00}.
Loancare rarely returns my calls and has not agreed to do this, but has asked that I cancel cashiers check and pay those fees for which I have no funds a and presents double risk of 2 outstanding check according to XXXX XXXX. Double jeopardy problem with the initial checks being payable since a cashiers check can not have a stop payment put on it. Also I have no confidence now in this loan servicing company as I have been told less than the truth and not had my emails or calls returned as promised. I can not seem to break through to a higher level of management although I have requested several times. In the meantime my payments are current but my income has decreased substantially in anticipation of this recast having been completed as agreed in the first quarter of this year. All is coming out of savings. I am paying mortgage interest each month. It feels very unfair that I have to pay for this incompetency, I have no confidence that the same thing would not happen again or that any costs I have incurred will be reimbursed especially after reading XXXX complaints. I hope that retaliation is not an issue.
Documentation including scans of original checks, envelope, letter of intent and certified mail tracking and signature have been sent to Loan Care several times. It is part of my loan file.
As of this morning XX/XX/XXXX no action or resolution per 40 minute phone call with XXXX and XXXX at Loan Care XXXX XXXX both refused to put me in touch with higher management. XXXX requested Uniform Commercial Code 3-312 documents from me. She called me back and states that the research department are reviewing. I have contacted XXXX after reading XXXX reviews. No response.
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| 10/24/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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Following up on Case number : XXXX The response I received from LoanCare is inadequate!
LoanCare DID NOT pay the hazard insurance in full as their letter stated. They denied for months having responsibility to pay for the XXXX stating they only acquired XXXX unit and not XXXX even though my account is impounded and they were charging me the full amount,. Attached is a letter from the insurance company advising that LoanCare refused to pay the hazard insurance and I called LoanCare multiple times just to be told its my liability. After finding out that XXXX out of my XXXX unit property was uninsured for the entire time since LoanCare acquired the servicing from XXXX I immediately called and paid the {$740.00} to reinstate the insurance for the property. LoanCare has not reimbursed me nor made any attempts to remedy the issue other then " fixing it in their system '' as the response letter stated. Because of LoanCares negligence if anything had happened to my properties they would not have been covered and I would have lost my investment. I need to be reimbursed ASAP by LoanCare. Attached are letter from my insurance carrier stating that LoanCare refused to pay and another letter showing that I made the payment out of my own pocket.
The 2nd issue I need addressed is the " late '' payments LoanCare states I had. My account has always been on autopay with XXXX and I had paperless banking with them. I have never been advised of the servicing transfer and only found out about it when I received an alert from my credit reporting agency stating I had a 60 day late on my mortgage and that my mortgage servicer reporting it was not XXXX, it was LoanCare. This was in XX/XX/XXXX and I called LoanCare right away to let them know I had no idea of the transfer. They told me they sent the paperwork to : XXXX XXXX XXXX, XXXX, Ca XXXX WHICH IS NOT MY MAILING ADDRESS nor was this my mailing address when I had XXXX as my servicer. I advised the LoanCare representative and they said they would update their records and correct the reported late payments as they were not my fault since I did not know of the transfer and was under the assumption my mortgage payments were taken out of my bank account ever month on autopay as XXXX had been doing 2 and a half years without any issues.
I am also attaching a copy of my drivers license showing my address since 2014 has been : XXXX XXXX XXXX XXXX, XXXX XXXX, Ca XXXX Since then they have failed to update my address and even on the letter they attached in response to this dispute they still have the wrong address and I still have not received any mailed correspondence from them including the servicing transfer advisory which the response letter also states that a copy of the welcome letter is attached for my records and it is clearly NOT.
LoanCare has taken advantage of me and have failed to assume responsibility. Everytime I call no one even tried to help me. They put me on hold just to transfer me to someone else and this circle goes on until the line disconnects.
I am proud to be a responsible homeowner and LoanCare has made it very difficult to proceed with my life especially now as I am trying to finance a vehice and have to take on much higher interest rates since they incorrectly reported me late.
This needs to be fixed right away or legal councel will be getting involved and I will be seeking monetary damages.
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| 02/20/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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On XXXX XXXX XXXX my mortgage was bought by LoanCare ( Account # XXXX ) from XXXX ( Account # XXXX ). My XXXX XXXX payment of {$1300.00} was sent to XXXX on XXXX/XXXX/XXXX, and on XXXX/XXXX/XXXX my account was credit at LoanCare in the amount of {$990.00} ( less {$350.00} ). I called LoanCare to complain that they amount credited was in correct and they informed me that it was a XXXX problem and I would need to contact them. When I contacted XXXX, they said the full amount was sent and that I would need to contact LoanCare. After contacting LoanCare they tried to make me contact XXXX. After I refused they opened a case to look into the issue. On XXXX/XXXX/XXXX they removed the incorrect {$990.00} AND removed the payment I had made in XXXX to LoanCare and reapplied that XXXX payment at XXXX 's payment. Since that point I have had the correct XXXX payment missing from my account and my account has been 1 month behind in payment history. Since that point I have contacted LoanCare dozens of times trying to get a status for when the missing payment would be reapplied. Each time I first have to explain the ENTIRE situation to the customer service rep who usually tries to argue that nothing is wrong on the account. They finally say they understand and usually say that someone will call me back shortly, but 9 times out of 10 I never get a call back. Finally, in XXXX I was contacted by their Employee XXXX ( Emp # XXXX ) who said she was personally taking over the issue and would have it fully resolved shortly. Since then I have had 0 contact with XXXX who has never called me and never returned a single message that I have left for her. Also in XXXX I started getting daily phone calls saying to please contact customer support. Each time I contacted customer support I was met with a " You are behind on your payments and how would you like to make that payment today ''. I finally was able to talk to a manager who assured me they were turning off those calls for my account, but that never happened. I began to get annoyed by them and paranoid that they would report me to the credit agencies so I started paying my next month 's payment 1/2 a month early. This too has become a point of contention with them since their standard response is " There is no problem, your account is current '', to which I have to explain the entire situation. Fed up with the entire situation I finally mailed in an official notice of error letter to both LoanCare and XXXX. XXXX replied back within a few days acknowledging the issue and with a " Proposed Resolution Date '' of XXXX/XXXX/XXXX, but LoanCare never responded to the letter and when I asked why they seemed unconcerned. I finally got someone on a call with LoanCare that said " We have attempted to contact XXXX about the missing funds and they have n't sent them. So, until then we will not credit this money to your account. You may want to contact them to facilitate the transfer of these funds ''. After contacting XXXX again, they say they have proof that they full amount was transferred and there is nothing else they can do. This is UNACCEPTABLE, I had 0 to do with this loan transition it was n't done because of me so why am I spending countless hours on hold just to be told that they wo n't help or it 's not them that 's the problem, it 's the other guys. This has been 8 months with no resolution in site. PLEASE HELP!
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| 07/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : I am writing to file an official complaint regarding the handling of my condominium closing and loan pay-off on XX/XX/2019.
Due to the bankruptcy of the servicing company handling my loan XXXX XXXX XXXX, my loan was transferred to LoanCare effective on XX/XX/2019. This information was provided via email to the XXXX processor handling my condo closing XXXX on XX/XX/2019.
Since I could not attend the closing, I received the closing documents on XX/XX/XXXX so that I could sign them. These documents still listed XXXX as the lender with the XXXX payoff amount. I signed the documents but indicated to XXXX that the information was incorrect. They assured me in writing on XX/XX/XXXX that LoanCare had been entered in their system and that they were in touch with them for the new payoff information.
On XX/XX/XXXX I noticed that the deposit on my bank account was smaller than expected and I received the post-closing documents from XXXX listing two payments an incorrect payoff to XXXX ( {$110000.00} ) and a correct payoff to LoanCare ( {$110000.00} ).
I immediately contacted XXXX to resolve the double payment and together with their representative we started calling LoanCare. LoanCare customer service indicated that they had opened an investigation and we would hear within a week.
We never heard back. We started calling at one-week intervals and were given conflicting information from every person we spoke to, including managers to whom the issue was escalated. XXXX provided proof of the payment on XX/XX/XXXX, but later found out that the ticket had not been opened as LoanCare required proof of payment from XXXX. LoanCare indicated they would reach out to XXXX. On XX/XX/XXXX we were able to coordinate a 4-way call including a LoanCare manager, XXXX, XXXX, and myself. The XXXX representative indicated that the loan payoff had been forwarded to LoanCare immediately upon receipt on XX/XX/XXXX as part of a bulk payment. LoanCare was unable to trace the funds.
In my latest discussion with LoanCare today ( XX/XX/2019 50 days after the closing ) and more than a dozen calls, there was still no information regarding the status of the search for my funds. Some LoanCare employees indicated that funds had to be located within 60 days of loan transfer and there was confusion if that would be by XX/XX/XXXX or XX/XX/XXXX. Written documentation from LoanCare regarding the payoff of my loan indicated that overpayment would be returned to me within 10 business days, i.e. XX/XX/XXXX.
XXXX mishandled more than $ XXXX of my funds by issuing a double payment that had not been approved by me in the closing documents after I had been assured that the loan transfer had been correctly entered in their system.
LoanCare had been unable to identify the funds from XXXX which were transferred to them 8 weeks ago even if they were put in direct contact with XXXX in my presence. Customer service and management have been terrible, contradictory and unhelpful. It is not possible to communicate with the departments handling the investigation and nobody seems to know what they are doing.
At this point, I would like to be contacted by legal representative of both XXXX and LoanCare with a clear plan of action, since both companies are responsible. I will be seeking also legal counsel and report this issue to the appropriate regulatory agencies.
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| 09/21/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is against Loancare, a mortgage servicing company. My loan was previously serviced by XXXX XXXX XXXX. I took all of the correct measures with XXXX XXXX XXXX to have my PMI removed from my account. I paid {$4100.00} on XXXX/XXXX/XXXX to them so that my LTV ratio would be under 78 %. They approved PMI removal, but before they removed it, they sold my loan to Loancare. I have reached out to Loancare once per month for almost a year to have this resolved. I paid PMI for a total of 12 months after I had requested it be removed and after my LTV ratio was under 78 %. I sent a written request to have the PMI refunded in the full amount of {$720.00} and still do not have resolution.
XXXX/XXXX/XXXX - I spoke with XXXX ( Agent # XXXX ) about needing PMI refund since my LTV ratio was currently under 78 %. I was still paying PMI at this time. He had me send an email to the insurance department. I never got a response.
XXXX/XXXX/XXXX - I called back to check the status. I spoke with XXXX ( agent # XXXX ). He had me email the same information again.
XXXX/XXXX/XXXX - I called back to check the status. I was still paying PMI at this time. I asked for a supervisor and was told that none were available and I needed to leave a message. I left my name and phone number for XXXX XXXX to call me back. I never received a phone call from her or any other supervisor. I spoke with XXXX ( agent # XXXX ).
XXXX/XXXX/XXXX - Loancare finally cancelled the PMI on my account but still no refund on the over payment. I have sent countless emails with information for them. I keep getting told they are working on it and I have to continue to call back to check the status.
XXXX/XXXX/XXXX - I called back to check again to check the status. I spoke with XXXX ( Agent # XXXX ) and was told that it takes 45 days to process the refund and they are waiting on XXXX XXXX to return my money but they are in the process. I need to call back.
XXXX/XXXX/XXXX - I spoke with XXXX ( agent # XXXX ) and was now told that I need to send a handwritten request for the refund. I sent this via email and received ticket # XXXX. She told me that I needed to call back 5-8 business days later to check the status.
XXXX/XXXX/XXXX - I called back to check the status and the refund was being " reviewed '' with the insurance department. I had been told a month before this that it had already been processed. Either way, I was told it takes another 20 business days to approve this time.
XXXX/XXXX/XXXX - I called back to check the status. I was told that my refund had been completely approved and they were expecting a check to be issued by XXXX/XXXX/XXXX at the latest.
XXXX/XXXX/XXXX - I called again to check the status of the refund. I was told a check in the amount of {$58.00} was in the process of being issued. {$50.00} of this would go back into my Escrow account and I would get a check for {$8.00}. I asked her to look up the handwritten letter that I had sent with the full {$720.00} and she found it. She did not know why they only requested a check for {$58.00}. She put me on hold and spoke with a supervisor. When she came back she had no answers and did n't say that they would work to resolve it. She tried to transfer me to the insurance department but instead I was transferred to " XXXX XXXX '' and then told it was the wrong department and I was hung up on.
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| 07/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX I was informed that my Homeowners Insurance had come due with my lender- LoanCare automatically assigned to me which at the time was XXXX XXXX. I decided to shop around for another carrier as I felt that their rates were too high. I called XXXX XXXX and obtained a policy from them which was more than half of the cost of my policy with XXXX XXXX so I called my LoanCare and spoke to a rep with them. I explained to her the situation and I told her I would just pay out of my pocket for the cost of the new insurance. She instructed me not to as it would mess up their books for my mortgage. She told me I needed to cancel my policy with them and since they had already paid for the policy that I would be refunded and to cash the check for the amount of the refund with XXXX XXXX in the amount of {$1200.00}. So per their advice, I cashed the checked to my account and then paid them back via their payment site to which they applied that amount to my escrow ( found this out after the fact ). They also told me to submit the NEW policy with XXXX to their email which XXXX and they would reimburse XXXX for the new policy DIRECTLY. So I emailed them ( which I have a copy of ) and received a confirmation back from them stating it had been received. Fast forward to XX/XX/XXXX I get an email from XXXX stating that the payment from the new policy had not been received yet from LoanCare. I then call LoanCare AGAIN and tell them that my policy is in jeopardy of being terminated by XXXX if they dont pay the new Homeowners Policy. I give them XXXX address and the gentleman I spoke with stated he would overnight the check to XXXX. I called XXXX back and let them know and they agreed that they would hold off on canceling the policy a week for the check to arrive. Fast forward to XXXX of XXXX, I had to renew my auto insurance policy with XXXX and they then inform me that they never accepted payment for my Homeowners policy and that it was canceled as a result. I then contacted LoanCare obviously very upset and frustrated that they had not paid XXXX and I went almost 6 months without coverage and asked them since they dropped the ball how they were going to rectify the situation. They took no accountability ( even though they cashed and received my payment for the previous Policy ) and told me not only were they not being held accountable for their error but they were also going to charge me {$1300.00} for a policy for the lapse in coverage that they failed to pay!
I am extremely frustrated, disappointed and disgusted at the way they have handled this matter. All of their customer service personnel either dropped the call, put me on hold or transferred me to a supervisor who did nothing and failed to resolve the issue. I contacted the XXXX XXXX XXXX who reached to them about the matter but ultimately nothing was addressed or fixed. My Loan # is XXXX with LoanCare. I have records and documentation where I followed their instructions to pay for my then NEW policy to which they never did. I am asking for full compensation back from that amount as well as for them to cover the amount which they have since applied and added to my new mortgage.
If you XXXX this companys name, you will see by their reviews online that they have a very long history of taking advantage of their customers. Thank you for addressing my concerns!
XXXX
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| 02/23/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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My mortgage loan was transferred from XXXX to LoanCare, LLC in XX/XX/XXXX. At that time, I sent a letter to LoanCare, LLC and enclosed a copy of my XX/XX/XXXX property tax bill which was due in XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX County ) as well as a copy of my insurance policy and my bank information so they could begin auto-draft of my mortgage payments. LoanCare, LLC failed to pay my property taxes from my escrow account and on XX/XX/XXXX, I received a Notice of Intent to Issue FIFA from the XXXX County Tax Commissioner. I immediately contacted LoanCare, LLC and emailed the customer service email regarding the need to pay my property taxes immediately to avoid having a lien put on my property. I attached a letter as well as the original tax bill and a copy of the Notice of Intent to Issue FIFA. I was never contacted by LoanCare, LLC and have called five ( 5 ) times and spoken to several different representatives and one ( 1 ) supervisor who promised to call me back yesterday evening with information. She did not call me. I sent a letter to XXXX XXXX, President of LoanCare, LLC via XXXX explaining the urgency of the matter and the lack of information I 've received about when my property taxes will be paid. He received it on XX/XX/XXXX ( adult signature verified ). I asked him to personally investigate the matter and communicate with me. No one has contacted me as of today, XX/XX/XXXX at XXXX. I have researched the federal register pertaining to this matter ( 12 CFR 1024.17 ) and it states that the servicer must pay the disbursements in a timely manner, that is, on or before the deadline to avoid a penalty, as long as the borrower 's payment is not more than 30 days overdue. LoanCare, LLC had no problem processing the auto-draft to receive my payments each month. They did have a problem processing payment of my property taxes from my escrow account. In my letter to the President of LoanCare, LLC, I stated that errors do happen - I understand that. What I do n't understand is why no one has been proactive in contacting me ( I 've initiated every written and verbal communication ) and why they have n't been able to process payment of my property taxes within 10 business days. I was told by one supervisor that the payment is being processed and would be paid by this Friday, XX/XX/XXXX and she would call me when it 's been initiated. I asked for an email stating that but have received no written confirmation. I have no confidence that this will be done. Yesterday, when I spoke to the supervisor who said she would call me last night ( and did n't ), I told her they need to send my property tax payment in an expedited and tracked method and I wanted the tracking number to confirm the tax commissioner receives the payment prior to XX/XX/XXXX - the date they are going to issue a lien on my property. I told her this was very XXXX for me and causing XXXX. She said she has a house and understands the situation and would call me within two hours. As stated above, I did not receive a call last night and have not received a call yet with status update. This is unacceptable but I am at their mercy in this situation. I only hope they will pay my taxes in full and on time or I will have to pay them myself so my credit is n't damaged. Then, I 'll have a different battle to fight - trying to get LoanCare, LLC to reimburse me!
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| 05/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I tried refinancing to lock a lower interest rate starting XX/XX/XXXX, and when I tried closing on the refinance the bank informed me that there is a tax lien on my property because of unpaid taxes. I was never notified of any tax lien by the town nor by my loan servicer prior to this and I have been paying my taxes through escrow account lumped into my monthly mortgage payments to the loan servicer. I called the town tax collector immediately who sent me the tax lien document which I will attach. This was XX/XX/XXXX precisely 4 weeks ago now, and showed the mortgage servicer owed {$18000.00} due by XX/XX/XXXX! They never paid for over 1 year including this 1st Quarters and second quarters taxes that were due XX/XX/XXXX and XX/XX/XXXX. When I called the loan servicer, now 4 weeks ago, they made me file an inquiry which I did with the attached document. They discovered they were paying my taxes to the wrong Parcel number, essentially the wrong property! and the money was being sent back to them as the taxes for that parcel would come back as already paid. They checked with my deed and admitted they had punched in wrong numbers for the parcel for my property. They said they would escalate this. I received only 1 email every week since stating they are processing my inquiry. I had to call literally daily and argue with supervisors and managers to escalate this to highest level and for me to be able to speak with tax department. When I also called to ask for something in writing that states I am not responsible for this and this was in fact their fault which they admitted to, everyone tells me that they can not provide me any documents stating this and they also said they can not connect me to anyone in the tax department.
finally on XX/XX/XXXX they showed on my payment history two checks that they cut out of my escrow account amounting to {$16000.00}, as they told me they would separately cut check for {$2000.00} for the late fees and penalty as this also not my responsibility to pay.
They reassured me that the town tax collector would receive the checks via mail latest XX/XX/XXXX, but he has yet to receive them as I speak with him daily. on XX/XX/XXXX I filed another inquiry with them regarding the escrow account they depleted as this was my money they used to pay the taxes again! My account was negative {$10000.00} which they credited back but that left my account at XXXX. When I initially had {$5100.00} in my escrow! so they paid the wrong property taxes with my money initially for over 1 year, and then they took the extra {$5000.00} out of my escrow to pay off the tax debt again with my money! They owe me that escrow balance to be back to what it was originally, and to pay the tax lien in full, AND I want them to provide me a document stating that this was in no way my fault and nor was I responsible to pay any of the taxes from the lien owed nor the penalty fees. I wrote an official letter from this website provided by CFPB to mail them officially to see if they will fix these errors but I need help from the CFPB as I am at the mortgage loan servicer 's mercy at this point.
The lien is still not able to be uplifted from my property as they Checks have not reached the tax collector yet. I asked for copies of the checks and or a tracking number which they told me they could not provide as they do not do that.
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| 01/29/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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LoanCare - Loan # XXXX I was in Forbearance from XX/XX/XXXX to XX/XX/XXXX. I made my XX/XX/XXXX payment late. I went into the Forbearance with a late. I now understand that is why I showed late on my credit report for 13 months.
However, I ended the Forbearance, deferred my Forbearance amount owed, and began making payments in XX/XX/XXXX. It was LoanCares responsibility to change the late notices ( XX/XX/XXXX to XX/XX/XXXX ) to current. That did not happen.
I disputed the lates and it has been explained to me by many LoanCare customer service representatives that the lates should be removed. The credit department sent a generic letter telling me nothing, not even what my dispute was, and stated to give the credit reporting agencies XXXX days to update my credit reports. LoanCares website states, We will complete our investigation and report the results to you within 30 calendar days of receiving your dispute if sufficient information about your dispute has been provided to us. The generic form letter did not tell me the result of their investigation or the resolution.
I have contacted LoanCare many times ( XXXX times ) in XXXX, XXXX and XXXX to resolve the credit reporting issue. Three times, I have been escalated and told a supervisor will call me back. I finally received a call back on the third attempt ( XX/XX/XXXX ), but the supervisor, XXXX XXXX, told me that the lates will stay on my credit report since I entered the Forbearance late. I explained that I have spoken to many LoanCare customer service representatives that have told me XX/XX/XXXX would remain a late, but XX/XX/XXXX through XX/XX/XXXX would be changed to current since I ended the Forbearance and deferred the lump sum owed to the end of my loan. XXXX XXXX stated he would pull the conversations with the customer service representatives, speak to the credit department, and contact me on XX/XX/XXXX at XXXX XXXX PST to discuss his findings. He never called. I called yesterday ( XX/XX/XXXX ) and today ( XX/XX/XXXX ) leaving XXXX XXXX three messages. I did not receive a call back. I called customer service again, and spoke to XXXX who shared that he was emailing XXXX and the reason he had not returned the call to me is that he hasn't spoken to the credit department yet. He stated he would follow up with them on XXXX ( XX/XX/XXXX ).
I sent a letter to LoanCare via the online contact portal. I received a message stating that my pdf document could not be opened. I then sent the same letter to LoanCare on XX/XX/XXXX via USPS Certified Priority Mail. I have not received a response from LoanCare.
I need to refinance my house to remove my ex husband and pay him. I am unable to refinance my house with 12 lates on my credit reports over the last 16 months. Time is of the essence for me. My ex-husband is threatening a court order to sell the home immediately. This is my home. I am beside myself at the terrible customer service at LoanCare. I have been disappointed in every single way that a company can disappoint their customer.
It is sad that I had to waste this much of my time and the customer service representatives time, to get help. I have never had to do anything like this and it is to an extreme just to have someone from LoanCare acknowledge me. I feel like I have been given the run-around and it is despicable!
Thank you, XXXX XXXX
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| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have recently XXXX earlier this year on XX/XX/XXXX and have decided to begin paying off the balance of my mortgage which was {$61000.00} on that date. On XX/XX/2022, I made an extra principal payment online in the amount of {$50000.00} followed by another extra principal payment of {$11000.00} on XX/XX/2022. My regular monthly mortgage payment in the amount of XXXX was made shortly thereafter on XX/XX/2022, which was applied towards the principal, interest, and escrow. The remaining balance of my mortgage principal on that date was {$77.00} When I attempted to make a final online extra principal payment in that amount, I was unable to do so because my payment was blocked online. I received a message stating that " Online payment scheduling is currently unavailable. '' So, I contacted my loan servicer by phone and was informed that I needed to make final payment either by certified check or a wire transfer. The first representative I spoke with informed me that the final payoff amount needed to be generated and was unknown at that time. When I questioned him about the amount due, he refused to give me an estimate, claiming that it was an unknown amount. He said he would generate the payoff statement and send it to my email within a few days. After that conversation ended, I called back again within a few minutes because I had more questions. The female I spoke with at that time had no trouble telling me the exact amount of the payoff that that was due : {$2100.00}. I questioned why I was required to pay in excess of XXXX XXXX dollars when my principal balance was only {$77.00} as of XX/XX/XXXX, and that all the interest, and escrow amounts had been paid up to that date. I was told several different reasons why I was required to pay the extra amount. She began postulating that I owed to the previous loan provider, or that my loan was " piggy backed '' and so on and so on. None of this made any sense to me and I emphatically stated this to her. A few days later I received the payoff statement in my email showing a " current and second unpaid principal '' in the amount of {$2100.00}, and " fees and charges '' in the amount of {$440.00}. The total amount due, according to them is {$2600.00}. Today, XX/XX/XXXX, I phoned them again to inform them that I wished to only make a regular mortgage payment on XX/XX/XXXX and forgo paying off my mortgage at this time, but I was still unable to make any online payments because I was still blocked from doing so - I was still receiving the message " Online payment scheduling is currently unavailable. '' I also asked them about a letter I recently received from them claiming that my financial institution had " rejected the bank account and/or routing number provided ''. This is obviously a lie perpetrated by them. I have been making online payments to them using my same bank account for years. When I questioned her today about the extra amount that LOANCARE LLC was requiring me to pay to satisfy the payoff she stated that there were late fees from the past and so on... I informed her that I have an excellent credit rating and have never been late with payment to any of my creditors. I feel this " financial institution '' is trying to squeeze me for as much as they dare in hopes that I will pay them just to close out my mortgage. This is unethical and criminal behavior.
|
| 07/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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Hello, My mortgage loan was with XXXX for years and recently our mortgage loan was transferred over to Loan Care. Loan Care is in XXXX XXXX, VA. Since the transfer Loan Care has been difficult to contact. Wait times to speak with a representative are well over an hour. For a working family trying to pay bills this is difficult to be on hold during working hours. My loan was in default and I submitted all of my loss mitigation paperwork as Loan Care had recommended. I received an email back from XXXX XXXX and she was requesting additional paperwork. She wanted 30 days of paystubs, Pension Award Letter, 60 days of bank statements, XXXX tax returns, purchase contract, listing agreement with MLS, HUD1, Buyer proof of funds, and 3rd party Authorization.
After receiving this email I was very confused because I did not have some of these items. We were not wishing to sell our house. I stated on the initial loss mitigation paperwork that we wished to keep our house. I still have the original email I sent. I attempted to call Loancare again. My wait time was well over an hour. I did end up talking with a lady. She informed me that I had checked the box " Wanting to sell the house '' on my initial loss mitigation paperwork and needed to send more information about how I did not wish to sell the house. I looked back at my email and I had checked the correct box. Loan Care was incorrect in there request. However, communicating with them is almost impossible. My husband I and were told our house was inactive foreclosure and we were going to lose our house. Loan Care had XXXX XXXX in XXXX California overseeing our forclosure. I contacted XXXX XXXX for a reinstatement balance because I could see working with Loan Care was next to impossible. I received a payoff balance to bring us current. My husband and I were able to come up with the funds. I submitted a check for {$7600.00} to XXXX XXXX on XX/XX/. This amount included attorney fees, title fees, and much more. On XX/XX/, I logged into my Loan Care account and was confused as to how my funds were applied. I attempted to call Loan Care again. I was wanting someone to explain to me how much money Loan Care received from XXXX XXXX and how my funds were applied to my account. I spent an hour and 15 minutes on this call. I was transferred 3 times and talked with 4 different individuals. Not a single one of them could tell me how much money was applied to my account and how it was dispursed. On XX/XX/, I talked with a man in collections who transferred me to XXXX, she could not understand how my funds were applied so she transferred me to XXXX. XXXX said he could not explain and transferred me to XXXX. XXXX was also at a loss as to how my {$7600.00} was dispersed. XXXX recommended I email Loan Care at XXXX to get my questions answered. I did just as she suggested after hanging up the phone. I sent Loan Care an email on XX/XX/XXXX, and have not received a response. Loan Care is a mortgage servicing company and should be able to provide me with the information I am requesting. I find it frustrating and unprofessional to treat customers the way I have been treated. I simply want and explanation as to how much money was sent to Loan Care from XXXX XXXX and how my funds were applied. Also, Loan Care should have an easier way for customers to contact the company. Please Help!
|
| 05/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XXXX of XXXX I entered into a forbearance with my mortgage lender, Loancare, due to a direct impact from the National XXXX Emergency. During the time of my forbearance, I was meant to be protected under the U.S. CARES ACT from any negative reporting to the credit bureaus by my lender, being that I had a federally backed FHA loan. After eventually reestablishing a partial loan modification through Loancare 's loss mitigation department, I exited my forbearance and began making regular payments again in XXXX of XXXX.
On XX/XX/XXXX I sold my home, paying back Loancare in full, closing my account. Upon applying for a new apartment shortly after, I discovered that Loancare had reported numerous 30 day past due delinquencies beginning XXXX, XXXX through XXXX, XXXX. All but two months of this time I was under the aforementioned forbearance. Because of this information on my report, it directly resulted in the denial of my apartment application.
I disputed this information with XXXX, the service that conducted the credit check for the apartment I was applying to, explaining the information as I explained above. Loancare claimed the reporting was accurate.
I contacted Loancare to inquire about this. The agent I spoke to at Loancare was able to confirm I exited the forbearance at the time in which I've stated I did. I also have signed and notarized correspondence between myself and Loancare confirming the new agreement and the date it went into effect. The agent told me to file a dispute directly with Loancare providing all of the information, sent from them, that I had. I did so. After one month, Loancare mailed me a letter upon finishing their investigation and claimed that the reporting was accurate.
I called Loancare back to get to the bottom of this situation. After eventually speaking with someone in a supervisory position, it was explained to me that because my account was technically delinquent right before I entered into my forbearance, which the reason for was directly related to the XXXX Emergency, all reporting after that time was reported as delinquent, or in this case, 30 days past due. I explained to the representative that the way my credit report, based on Loancare 's reporting, reads to any potential future lender, is that I neglected to make payments on my mortgage for well over a year, when in fact it isn't that black and white. I asked if they could contact the credit agency, XXXX, and request my report be fixed to reflect a non-delinquency status during the time I was enrolled in my forbearance with them, which was XXXX of XXXX through XXXX of XXXX. I didn't ask for the delinquency for the month prior to my forbearance be removed, just during the time I was told I wouldn't have negative reporting on my account. The Loancare representative told me that although they were the ones reporting the delinquencies, there was nothing that they could do. She told me I could dispute it with XXXX to have it corrected.
I called XXXX and filed a dispute with them on XX/XX/XXXX after explaining all of the aforementioned information. XXXX finally finished conducting the dispute today, XX/XX/XXXX and Loancare maintains the information reported is accurate. My report reads the same as it did before the dispute with the exception of my report reading that the overall account is closed and paid.
|
| 04/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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Sorry, I lost the notes that included over 30 phone calls and the names of the 3 separate times management agreed to correct this and that the letter was in the mail. It was an awful experience that has caused enormous amounts of stress and expense.
I obtained a new mortgage with XXXX XXXX in XX/XX/XXXX. Per loan document my first Payment is due XX/XX/XXXX, also the date the RESPA 60-day period begins. This payment was made in XXXX and paid through their online bill pay system, no problem. When I made XXXX 's payment on XX/XX/XXXX, I used the online payment system as well ( Attachment A ). From the time the payment was sent, I didn't receive a phone call, I looked through my phone records. I didn't receive an email. The only correspondence I received arrived was XX/XX/XXXX, which I received a notice ( attachment B ) that stated that my payment was returned unpaid. I called immediately ( XXXX # XXXX ) who said she would like to help me and would have corrected, and put the bank on the phone to confirm that the check was not attempted to be processed but ultimately said that the servicing was transferred XX/XX/XXXX and she couldn't do anything. But to email confirmation to customer service, which I did. Then they stated that they did not report it late, and said to forward them copies of all 3 bureau 's showing the 30 day late ( which I sent them the 54 pages ) and it was just part of their game and every time I called I would get transferred to a different call center after someone helped me and then I could never reach that person again. I was told it was my fault for not making sure it came out of my account, we even 3 way called with my bank and they confirmed the payment wasn't attempted and that the funds were there on that date. Months of this went by, and 3 different times I was promised it was taken care of and that I would get a letter in the mail confirming it would be removed- the letters never came And when I would follow up, again I would not be able to reach the person again- even with their extension numbers and messages never returned. I have never felt as hopeless as I did at that time, with credit lines being cut and interest rates increased. And it wasn't until many phone calls and months later that it was determined that I had used the wiring routing number and not the checking routing number. The point is I would have fixed the payment and not had been late if I were properly notified. I have attached my loan application ( XXXX ) and my Buyer 's Escrow Information Sheet ( Attachments C & D ) - both which clearly label this as an owner-occupied loan with the mailing address after closing to be at the property. Phone communication with Loancare said that I had identified my prior address as the mailing address and that it was my mistake, which is wrong. Another error that was done, which brought my documented XXXX fico score down to a XXXX is that Loancare reported my loan 60 days late in XXXX ( attachment E ), which would be for XXXX and XXXX 's payment. They transferred servicing for XXXX 's payment to XXXX XXXX XXXX, in which I paid XXXX and XXXX 's payments to XXXX as the Payment in dispute above was not corrected before servicing being transferred, as they sent correspondence to the wrong address. So Loancare reported me 60 days late on a loan they weren't even servicing.
|
| 07/30/2020 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Servicemember |
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Summary : This is a complaint regarding our Loancare Account against our VA mortgage loan servicer XXXX XXXX XXXX XXXX and the sub-servicer Loancare XXXX Services XXXX to correct their error in failing to report our payments made for XXXX, XXXX and XX/XX/2020 to all the consumer reporting agencies : XXXX, XXXX and XXXX. Because of their failure to report that these payments were made to all the credit reporting agencies, our credit reports all show " NO DATA '' or " UNKNOWN '' for XXXX, XXXX and XXXX, thus missing payments in our Payment History on all our consumer credit reports. This is not only damaging our credit, but it is also preventing us from refinancing our VA home mortgage since other lenders will not work with us due to these discrepancies, which appears to be delinquency. Therefore, we are demanding that our loan servicer immediately correct these errors by reporting payments were in fact made for XXXX, XXXX and XX/XX/2020 in order to reflect in Payment History section with all the consumer credit reporting agencies.
Dispute : Consumer Credit Reporting Errors They failed to report XXXX, XXXX and XX/XX/2020 payments our loan servicer erroneously reported to all 3 consumer credit reporting agencies that our Loancare Account was in forbearance, when in fact our Loancare Account was NEVER in forbearance. Further, they failed to report that payments were made to Loancare for XXXX, XXXX and XX/XX/2020. Therefore XXXX, XXXX and XXXX are all reporting on our credit reports showing the following : In PAYMENT HISTORY Section Since they failed to report payments made for XXXX, XXXX and XX/XX/2020, the consumer credit reporting agencies all show missed payments for XXXX, XXXX and XXXX also known as UNKNOWN and DATA UNAVAILABLE leaving those months blank in Payment History.
Explanation of Dispute OUR LOANCARE ACCOUNT WAS NEVER IN FORBEARANCE, therefore, all payments made for XXXX, XXXX and XX/XX/2020 needs to be reported to all the consumer reporting agencies to reflect on all our credit reports. On XX/XX/2020, we submitted a request for forbearance in error. However, the next day on XX/XX/2020, we contacted our loan servicer via phone and email and cancelled the forbearance request ( we have an Acknowledgment Confirmation Ticket # XXXX emailed from our loan servicer ). In addition, on XX/XX/2020, we submitted another follow up email to confirm that the forbearance was cancelled ( we have an Acknowledgment Confirmation Ticket # XXXX emailed from our loan servicer ). Therefore, our Loancare Account was never in forbearance and payments made in XXXX, XXXX and XX/XX/2020 needs to be reported to all the consumer credit reporting agencies.
CORRECT ERRORS IMMEDIATELY BY REPORTING PAYMENTS MADE FOR XXXX, XXXX AND XX/XX/2020 : We are currently trying to obtain a business loan and refinance our home mortgage ; however, due to our loan servicers error by incorrectly reporting that our Loancare account was in forbearance and further FAILING to report payments made for XXXX, XXXX and XX/XX/2020, this has prevented us from working with other lenders. We are demanding that our loan servicer immediately correct their error by reporting our payment history for XXXX, XXXX and XX/XX/2020 payments to all 3 consumer credit reporting agencies : XXXX, XXXX and XXXX to reflect on credit reports. Thank you.
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| 12/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Order of events as it pertains to LoanCare 1. I received a notification from LoanCare on XX/XX/XXXX, that this was a notice of Service Transfer ; however, I never received a notification from XXXX XXXX XXXX that they would no longer be servicing my loan. ( They filed Bankruptcy ). I had a few Mortgage servicers file bankruptcy thought-out the years.
2. When I received tax information for XXXX from XXXX, however, it was only reflective of interest paid five months. Loan Care has not provided me with Tax information on the interest I paid for the remainder of the year, nor did I receive a tax credit for the additional {$3200.00} paid in interest for XXXX.
3. LoanCare was advised that I was filing bankruptcy in XXXX of XXXX. Because reaffirmation was sent late and I had concerns about the remaining balance and maturity date, the bankruptcy XXXX XXXX XXXX XXXX closed without reaffirmation ; however, I continued to pay the mortgage to Loancare. When I sent additional request in regards to reaffirming and reached out one of LoanCare representative via email, I was advised that Loancare had no authority to offer me a reaffirmation on my mortgage. I was given information that ( XXXX ) is my lender, and I would need to speak to them about refinancing.
4. When I called XXXX, I was told they did not have any information about my mortgage loan or lender. This left me confused about who owned my loan to include who had rights to service the remaining mortgage/loan. The last payment I sent to LoanCare was XX/XX/XXXX with a request it goes into the escrow on my account. I began putting my mortgage payments in my own escrow account/savings account until further notice.
5. I sent a certified letter ( XX/XX/XXXX ) to LoanCare ( Customer service and CEO XXXX XXXX ) entitled Error Resolution Information Request. This letter included false terminology representation, fraud, and claim validation with ten business days. Received response XX/XX/XXXX only providing me statement XXXX XXXX owned the mortgage/note to my home I signed in XXXX t and that the additional information I requested would follow.
6. I had not received any additional information from as per from LoanCare until XX/XX/XXXX informing me that they were acting on behalf of XXXX XXXXXXXX XXXX XXXXXXXX and that I was in default of my security deed and I would have until XX/XX/XXXX to cure the default.
7. I sent a certified letter ( outlining my correspondence with LoanCare ) to the Attention of the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX to the contact address LoanCare provided on XX/XX/XXXX, and I have yet to receive a response. However, in careful review LoanCare provided me the address for what they say is XXXX XXXX XXXX XXXX XXXX XXXX XXXX however when I recently googled searched XXXX XXXX XXXX, has a different address and they refer former XXXX customers to reach out to XXXX XXXX XXXX XXXX XXXX XXXX XXXX does not have any information on my loan, XXXX XXXX only has XXXX XXXXXXXX XXXX XXXXXXXX as my authorized server. XXXX XXXX is now LoanCare and other companies however structured has changed since my inquire of which I never really received answers to. All of these different variables is extremely concerning and undue stress & anxiety, however I would like to resolve before these folks try to foreclose on my property.
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| 01/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had a mortgage with the lender XXXX XXXX over 2 years now and was under a forebearance that was set to last from early XXXX to XX/XX/XXXX.
2 weeks ago in early XX/XX/XXXX I called in to make a mortgage payment of XXXX during this forebearance period, and was told that I can't make the payment since the system would not allow it. Instead I was told that I now owe XXXX dollars and would have to enter a repayment plan because it was due " now. I said this can't be right as my forebearance period does not end until XX/XX/XXXX and I just applied for a loan modification and am still undergoing hardship due to the pandemic. I asked how could this be espcially since I heard no news in regards to my loan modification application. I was then told by a Loss Mitigations representative by the name of XXXX, that the loan modification was denied, my application deleted, and that I have to pay. This representative was very rude as I questioned what was happening and was so focused on telling me how my attitude didn't help anything, that he never asked me if he could help with anything else and he then proceeded to just hang up on me. I called Loancare back that day as I was still attempting to make a forebearance payment ( which at this time I had no clue that I couldn't do because XXXX hung up on me and never asked what else he could help with ), at which point Loancares system automatically hung up on me. I called back again and was transfered to 3 different representatives before I finally informed by a manager in the collections department that I could not make my forebearance payment, when I asked why I was told it had something to do with the loan modificayion denial. I then went on to say I was never informed of the risk and never informed that my application was denied until that same day. I asked to speak to a manager since it turns out that the denial was due to the lack of a copy of my Unemployment Award letter which I informed thaem many weeks in advance that I requested a copy of the letter from Unemployment, but they are currently not answering my messages and that they have been far less responsive during the pandemic. I then requested that Loancare use the copy of the Unemployment Reward Letter that I sent them for the forebearance as it is based on the same claim and the claim is currently being extended during the Federal extensions.
Loancare told me they can not do that but not why until today ( which is 2 weeks after I originally asked why ). I recently received a call from Loancare saying that somehow magically I can re enter the forebearance now and make payments. I tild them I would not due so until I undergo legal consultation and consult agencies in regards to protecting my consumer rights. I habve emailed Loancare via their portal and sent emails directly to the Loss Mitigations Dept with complaints, requests for documents, and requests for updates. They never email back. I have copies of these emails and they have recordings of phone calls that will prove that not only has Loancare been negligent, but bullying and broken contract illegally then attempts to cover their tracks with lies and made up rules.
Please help me communicate and repair the situation with the lender as I am stressed and concerned about the legalities being violated by this mortgage lender.
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| 01/03/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I have some complaints to express concerning my mortgage lender, LoanCare , LLC. I have attempted to resolve the issue with the company directly, and received a response back, via US Postal Mail, stating that they are not going to change or reverse anything, on their end, in my favor. I have tons of evidence suggesting that they were in the wrong during a Repayment Plan process, that I was briefly in, and they are not trying to take any accountability for their faults. At this point, it seems as if they are neglecting to respond to me any further.
I have reason to assume this, because recently, Ive been attempting to respond to their response and can not get anyone of the line that they provided me with. When I call the number and enter the extension for XXXX XXXX, it is prompting me that what Ive entered is not a valid entry. It is saying this to date, but about a week ago, the extension did work and I was able to leave a voicemail, in which I still havent received a call back from. When attempting to bypass the extension all-together and get someone on the line, so that they can transfer me directly, the automated machine states that the office is closed and apologizes for the inconvenience, even though I call during business hours.
The issue that Ive not been able to resolve, is that I was instructed by multiple LoanCare representatives to skip my XXXX payment, in preparation for a Repayment Plan trial. In doing so, my credit score was terribly impacted, and not because of anything I did alone. When looking back at the payment history, which they sent to me, I began to be assessed for a late payment, starting XX/XX/XXXX. My XXXX payment AND my XXXX payment, went towards making up for this missed XXXX payment. This is what put me into a delinquent state. I was up-to-date on my account and never paid late, prior to this incident, meaning my account was in good standing and so was my payment history on my credit report. I never agreed to skip XXXX payment, knowing that they would report it to the credit bureaus and consider it late! I asked multiple times, and multiple people, would I be penalized for just skipping an entire months payment, and was instructed that I do not make, or have any payments due until XX/XX/XXXX. I called and verified this with more than one representative because I wanted to be sure that I was provided with correct information. After reassurance, I did not pay anything for the month of XXXX. I have provided a call-history from my XXXX XXXX XXXX account, with dates and times that I spoke with LoanCare. Please have them provide you all with the recorded calls so that you all can see, not only them instructing me that I had no payment due for XXXX, but also the inconsistency and misleading information Ive gotten through our entire history of communication. Ive had reps tell me that they do not know why I was provided with certain information by their colleagues, and that I was told something incorrect. Theyd then proceed to tell me completely different information in attempt to correct their colleague, as if, everyone works for a different company. There is no consistency.
Ive provided proof that they assessed me for a late-fee starting on XX/XX/XXXX, which Ive attached. Also, Ive provided my initial letter written to the companys CEO and their response.
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| 06/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We submitted in writing to Loancare on XXXX XXXX, 2016 for a partial deed release and a pmi removal ( per instruction from a customer service rep I spoke with ). After we had n't heard from the company for 3 weeks I called and spoke with a customer service rep who said they had " missed our email. '' She found it, read it and said she would transfer the call to the right person to assist us. She sent me to someone who began assisting us with the partial deed release. This individual sent a letter that stated all the information needed to do the deed release. One of the requested documents was an appraisal of the home less than 30 days old. We hired a reputable company from our county to come out and do the appraisal as requested. I then called back and spoke with a customer service rep who told me where to email the appraisal with our request for the PMI removal. I followed her instructions but a week later only received a general letter in the mail from Loancare stating the items needed to do a PMI removal. I called in and asked why we got this general letter back and was told that, for PMI removal, we had to pay Loancare directly to hire someone to do the appraisal. They said they would not accept the appraisal we had already paid for. I argued with them on the phone over the next few weeks requesting for them to pay for this second appraisal since they dropped the ball in the beginning and never informed us that the appraisal should only be done through them for PMI and deed release. They would not budge. We went ahead and sent in the money for the second appraisal. It was now almost XXXX. Another few weeks went by without them getting an appraisal on the books and after multiple calls and getting our original mortgage lender involved ( XXXX ) Loancare finally called to tell us that they were scheduling the appraisal. I requested to have someone from within our county but they told me I had to use the person they selected. He was an appraiser from another county and he was extremely unprofessional ( XXXX, TN ). He would n't give me a firm appointment day and time but said he would call and just show up with a 30 minute notice. He was in and out of our home within 5 minutes and before leaving, I asked how long it would take to get our appraisal back. He told me next week but said that he was n't sure he could even do it because he did n't think he could find comps. I could tell he was either very new in this field or had no clue what he was doing. I immediately called Loancare and told them my concerns but they said we had to wait to get his appraisal back. It took 3 weeks to even get the appraisal back. His appraisal came in at {$240000.00} ( while our previous appraisal came in at {$310000.00} ). Loancare told us that we could not remove the PMI. Loancare told me that they would see if they could use our first appraisal to remove PMI but two weeks have gone by and now we are again getting the run around with no solid answers. We are under contract to sell our land with a close of XXXX XXXX, 2016. None of this should have EVER taken this long. We need help! We are running out of time due to this servicer 's negligence and unprofessionalism and their hiring an appraiser who did not have the understanding, ability or knowledge to give a timely and accurate appraisal.
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| 08/28/2017 |
Yes |
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- Trouble during payment process
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Web |
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I have been trying to have the PMI on my mortgage removed.
On XXXX XXXX, XXXX, I submitted an initial request for removal of the PMI on my mortgage through LoanCare 's website in accordance with the instructions I was provided by their customer service representative on the phone. I made the request at this time because I had recently paid down my loan to less than 80 % of the principal ( through extra payments made on the account for the purpose of getting out of PMI XXXX, I had been making timely payments since XXXX XXXX ( over 5 years ), and I had never been late in making a payment. In addition, it should be noted that I have near perfect credit and that my house has appreciated in value by at least 40 % since purchase ( although I understand that is not relevant for the 80 % analysis ) based on neighborhood sales.
On XXXX XXXX, XXXX, I called LoanCare to determine what the status of my request was. Their representative indicated at that time that the website had not been working ( which seems pretty suspicious given the later course of events ) so they had not received that request and that I should submit a further request through their customer service email. I did so. I received an email back at that time indicated that I would receive a response on my request within 5 business days.
5 business days came and went and I heard nothing back. I called LoanCare again around XXXX XXXX, XXXX ( date approximate ) to see when I could expect a response on my request. They indicated at that time that it would be decisioned by XXXX XXXX, XXXX. This was unacceptable given that I submitted this response back in XXXX and that I would be charged for the PMI in the meantime. I waited until the end of the month of XXXX to see if they would act on this in a timely manner, but they did not.
I am charged by LoanCare for PMI on the XXXX of each month, so I called LoanCare again on XXXX XXXX, XXXX, as well as contacted them by email to see if there was a response on my request so that I could avoid that PMI charge. I received emails back again indicating that I would have a response within 5 business days. They indicated that they would have a response on XXXX XXXX, XXXX on the phone.
Due to a family emergency, I was not able to call the week of XXXX XXXX, XXXX to see if they had decisioned this request yet. I called again on XXXX XXXX, XXXX to see if they finally had a response to my request to remove the PMI from my account. They indicated that it was still pending, despite the previous assurances that it would be decided by XXXX XXXX, XXXX.
It should be noted that all this time they have been charging me for my PMI ( approx. {$230.00} per month ).
I called again today, XXXX XXXX, XXXX and still they indicated that there is not a decision yet. It has now been over 2 months since my initial request and still nothing other than canned emails and speaking with customer service representatives that have no power. If they would at least respond with how much I need to pay to remove the PMI without this process, I would do that and have the money to do that had they responded in a timely manner. However, since it has taken this long to even get a response, I am hesitant to tie up all of my capital paying down a loan when they are still going to be charging me for the PMI.
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| 10/26/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I will provide my complaint in a timeline format to best illustrate the problem.
XXXX/XXXX/16 - I made an online payment. Each payment for the previous 3 months or so would return errors on the website ( so I would have to call and wait to make a payment on the phone, and they would have to waive the phone fee because of their admitted website payment problems ). So, I watched my bank account to make sure they withdrew the funds. I received an email confirmation receipt, attached.
( XXXX/XXXX/16 - loan company not able to " locate '' payment, unbeknownst to me until my conversation with customer service XXXX/XXXX/16. See XXXX/XXXX/16 below for more information ) XXXX/XXXX/16 - I became worried that the loan company had not yet withdrawn the funds so I sent an email inquiring if there was an issue, attached.
XXXX/XXXX/16 - I received an email and voicemail indicating that the payment had not been successful. I was not able to call back that day or the next day. I knew that I had about XXXX the amount of the mortgage payment in my account so I needed to call back when I had time during the day to wait on hold, argue my points, etc. Neither the email or voicemail said anything about reporting to the bureaus. I had to wait until I had time during the day to call them back, in the next couple of days.
XXXX/XXXX/16 - loan company reported my account as " 30 days past due '' to the credit bureaus, which I was notified of via credit monitoring. I presume they reported it to my co-borrower 's account as well. My credit score dropped by XXXX points.
XXXX/XXXX/16 - I called the loan company and had to make telephone payments for both XXXX and XXXX to get my account current. I inquired to the rep. what the reason was for the issue and why it was reported to my credit, needless to say I was extremely upset. They said the payment was rejected on XXXX/XXXX/16 because there was a " ~ '' symbol in the account number. He was audibly surprised as if he had n't seen that happen before. I do n't know if this was my error or the website 's error, as they were having issues with the website for several months. He told me to submit a request for resolution to the company 's customer advocate department and based on the timeline, he suggested that they should have contacted me right away when the payment was rejected instead of waiting so long and then immediately reporting it to the bureaus before I had a chance to speak with them.
XXXX/XXXX/16 - I sent a request to the customer advocate department to remove the negative item from both my and my co-borrower 's credit reports. I attached my bank statement for the account I have always used with them to prove I had more than XXXX the mortgage payment amount in there, obviously more than enough to cover the payment. I explained that all I want to do is pay them and how frustrated I was.
XXXX/XXXX/16 - I sent a follow up request because I had not received any assistance.
XXXX/XXXX/16 - I left a voicemail for " XXXX '' in the client relations department at XXXX XXXX XXXX XXXX requesting any kind of acknowledgement. I have not received a call back.
XXXX/XXXX/16 - I attempted to make a payment online and had the same problem I had the previous several months with the website returning an error message. Screenshot attached.
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| 10/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX To Whom It May Concern, I wish to retain possession of the property in question. I am filing a hardship due to the following reasons : 1. I closed on the property on XX/XX/XXXX. At that time, it was discussed that I need to file a Primary Residence Exemption with the City of XXXX XXXX because the property was homestead exempt. I dont remember if the title company stated they would handle paperwork. If not, this was my error in not fling promptly, however : 2. Two weeks after I moved into the property, my life partner of XXXX years died suddenly five ( 5 ) days before XXXX on XX/XX/XXXX. I am still struggling with this reality today, almost two years later.
3. I made all payments required for the first fourteen months of the loan term believing that I was paying the correct and adequate amount. That was until XXXX of XXXX when I received a notice from Loan Care that my payments were going up from {$750.00} to {$1000.00} a month starting in XXXX of XXXX. I was floored by this news, so I immediately reached out to Loan Care and was informed my Escrow Account was underfunded. Because Loan Care was not able to explain what caused the shortage, I reached out to my original lender.
4. Upon review, it was discovered that the P.R.E. paperwork had not been filed with the City. I immediately filed the appropriate paperwork with the City of XXXX XXXX and was told that when the next tax bill came out ( XXXX ) they would send it to Loan Care and the situation should be remedied from there. Because I could not afford the increased payments, Loan Care told me to request a forbearance, which I did promptly in XXXX of XXXX. The ( XXXX XXXX ) 150-day forbearance was approved on XX/XX/XXXX.
5. During this period, I was informed by Loan Care to make no payments until the issue was resolved ; I did just that. This was because the true amount owed was unknown. However, I did ( and still am ) escrowing the monies to be paid once the issue is resolved. I am escrowing the payments at the amount of {$750.00} per month. ( This is the original monthly payment amount. ) 6. Throughout this long, arduous process, I have cooperated fully with Loan Care, supplying all of the documentation required. I have spent many hours on the phone with various parties trying to ensure the process has been smooth. Unfortunately, in some cases, it has been anything but smooth. You can easily look through the file notes and see how many times I have called, who I have spoken with and what I was told to do ( not do ).
7. In XXXX of XXXX, I was informed by the City they had sent Loan Care the current property tax statement and then by Loan Care the bill had been paid, but no final resolution to the dispute had been found regarding this matter ; I continued to wait as I had been instructed. I was also advised to continue weekly check-ins with Loan Care ; for the most part, I have followed these requirements as time and hours permit.
8. As of XX/XX/XXXX, Loan XXXX informed me that a resolution had been reached. Because of the situation, the escrow was being adjusted to finally reflect the correct amounts! ( This after almost 8 ( eight ) months of back and forth with all parties. ) I am exhausted from this process and ask you to consider the following as a settlement to this matter :
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| 06/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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When my mortgage was sold to the Loan Care I was verifying that all of the information was transferred correctly, through their online site. I discovered that the escrow amount was carried over incorrectly. My account showed that my Wisconsin property taxes were scheduled to be paid on an annual basis with the next amount of {$310.00} being paid in XX/XX/2019. However, these are paid semiannually in the amount of XXXX. Tax payments are due in XXXX and XXXX. The XXXX payment for {$310.00} was paid by the previous mortgage holder. When I called Loan Care they said that the information they received from the former lender had it listed as annually. Which of course was not the case, since all records from the previous holder showed them paid in XXXX and XXXX. Furthermore, when I called Loan Care I was told I was required to show proof of the amount of the tax payments and when they were due. I was told they did not have any of that information. Being that I have worked in XXXX for 23 years and am very familiar with XXXX XXXX loans, I know they had to receive the file and all my documentation of my loan. They were not willing to go the extra mile and fix their own mistake. I had to take the time to research all of it and send them my property tax bill and the last time my tax payment was made. I wonder how many other people this affected who are not well-versed in XXXX and XXXX. Had I not discovered this error my property taxes would've been late and that is a whole new issue.
After sending in all the information they required me to send, the automated response I received said that " Once your request has been completed, you will receive an email confirmation. '' According to their response it would take up to 15 days for research to be completed. I sent the request through to them via email on XX/XX/XXXX. On XX/XX/XXXX, after not receiving any type of confirmation on the matter, I went back to my account to review that it had been changed to the correct escrow schedule, which it was. But, there was no confirmation of when it was completed. So, on XX/XX/XXXX, i sent another request asking for a confirmation. Again, the automated response said it would take 15 days for research. No reply. On XX/XX/XXXX, after waiting the 15 days with no reply I sent a message demanding contact ( I even gave them two email addresses, in case spam was holding up emails in one ). I told them I would give them until Tuesday, XX/XX/XXXX to contact me with confirmation on when the change to my escrow was made or I would be contacting the CFPB. As you can tell by now, they have not responded.
I feel their non-communication is in violation of CFPB standards and I would like this brought to everyones attention. This is unnerving to say the least.
One other note, I went to pay a different mortgage on XX/XX/XXXX and the payment screen said I owed a {$5.00} payment fee for it being paid 5 days past the due ( but, I was still in the grace period ). This was the first time that message had appeared on the screen. I reluctantly paid the {$5.00} because my mortgage was due. But, I have requested they add the extra {$5.00} from the fee onto my principal.
This place is terrible at communication and I encourage the CFPB to look into their practices closely and carefully.
Thank you.
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| 02/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We currently have our mortgage with LOANCARE, other names listed on our statement is XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX.
Problem # 1. our home value listed on our account page is listed as XXXX. That was an appraisal that was done XXXX XXXX ( * by LOANCARE paid for by US at our request ). Our principal balance is currently at XXXX which puts us at a 73.79 % LTV. LOANCARE has the LTV listed incorrectly they have it listed at 79.3 % LVT. that is a data error on their end. They are refusing to correct their error. I believe they are using an old appraisal and refuse to calculate the LTV with the current home valuation as it is listed on our loan account.
We had in the past missed payments but our mortgage was brought current as of XX/XX/XXXX. All fees were paid and made completely current as of that date. Starting as of XX/XX/XXXX our mortgage was completely current and at the point our home value was XXXX, our principal was XXXX at that point it made our LTV 75.46 %.
According to the Homeowners Protection Act of 1998 ; PMI will automatically terminate as soon as your loan to value reaches 78 %. Because of their error in calculation it has not automatically stopped. Starting as of XX/XX/XXXX we should not have been paying our PMI insurance of {$240.00}, this now 13 payments we have made totaling {$3100.00}.
Because of the error in their data we did not realize that their was an incorrect LVT. We had first reach out to them in XXXX, XXXX to request cancellation. At that point we received a generic letter, XX/XX/XXXX stating they would not cancel because of the late payments we had in the past. That I would understand if we were at an 80 % LTV. Again we reached out in XXXX, XXXX and received the same generic letter XX/XX/XXXX. We have place multiple phone calls with customer service and not one person can admit to the incorrect calculation with our home LTV. This is fraudulent incorrect data. They are in complete violation of the Homeowners Protection Act. I've discussed with them every time I call and they give generic lines to us and state there is no one in the PMI department we can talk to. They say they will escalate to a manager and we will get a call back which we never get. We again reached out and got a letter XX/XX/XXXX with the same generic response " Your monthly payment must be current at the time of the cancellation request ; and you must not have made a payment 30 days or more past due in the last 12 months ; and no payment 60 days or more past due 12 months before that. '' I understand that statement if we were at an 80 % LTV, but we are NOT. We currently are at 73.9 % according to the law PMI is automatic at 78 % as long as you are current ( which we have been since XX/XX/XXXX ) regardless of payment history.
Again a call was placed to LOANCARE on XX/XX/XXXX we again could not get any help with correcting the incorrect data in regards to our LVT to have our PMI stopped. I asked to speak to a manager and was told they would call me back. They called back and acted as if they could not hear me and hung up. I try calling back and am on hold for 1 hour and minutes.
I want the corrected LVT and I want a full refund of the PMI that we should not have been paying since XX/XX/XXXX which is {$240.00} X XXXX {$3100.00}
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| 12/14/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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Start of issue : Starting with XX/XX/XXXX, I have submitted several requests for mortgage assistance to my service provider XXXX by LoanCare ( XXXX : XXXX ) due to having lost a job and a significant curtailment in my income that is still ongoing.
First denial : I was initially denied the first time around because I was not sufficiently behind in payments. I took out a loan and managed to get caught up.
Second resubmission : I resubmitted months later because the loan money had run out, and my new job paid just above minimum wage of {$8.00} an hour to {$13.00} later on. I then cancelled that request as I received repair money for my house which I used to get caught up on my payments.
Mortgage increase During this time ( since XXXX last year ) I have noticed that my house payment has gone up from {$2200.00} a month to {$2500.00}, making it even harder to afford. I have also requested to stop my escrow payments as its ballooning my payment.
Poorly functioning website : I tried for months to submit an online mortgage request to try and gain assistance as I can no longer receive loans. I attempted to fill out a request on the XXXX website, only to find out the website was down and not functioning properly ( This was only recently recognized in a email to all customers. ) Attempts at verbal communication : I have tried for months to speak with somebody and would encounter wait time in excess of an hour or more, Id receive calls from them responding to my request to talk, and upon answering I would receive a recording telling me to call XXXX, and I would get out through the whole unknown wait timeframe.
My repetitious application/documentation emails : I repeatedly sent my request again and again via email, hoping that I would get some type of a response via email. I then logged in and found that my request was received but still pending documents. I had no idea what the documents were. However, I resubmitted everything for the application again via email and received no response or confirmation of receipt.
Recent contact via phone : I managed to get a hold of a representative today, XX/XX/XXXX who told me that I needed to send a letter of explanation. It turns out that XXXX was using an old application request from XXXX of last year and had completely ignored my new request that I submitted, including my current expense statements, bank statements, paystubs, and everything, the documents they were requesting was contradicting what I provided they were tracking that I had no income and I have income now its not sufficient Provided recent status of foreclosure process : I was told that if they do not receive their requested documents in a timely manner, that my house can go to foreclosure.
My XXXX XXXX in jeopardy : I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and this is my first house I ever bought. I used my XXXX XXXX to get my house and now I stand to lose it because of a horrible lack of communication and unwillingness to help. I am not married and have exhausted all means of financial support.
Request for help : I dont know who to go to get the assistance I need, and I am begging for help. I just want them to look at the application and documents I sent recently and give me a lesser mortgage amount. Please.
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| 10/16/2020 |
Yes |
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Web |
Older American, Servicemember |
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RE : Closing costs for refinanced VA loan did not disclose a late charge amount.
I received a letter on XXXX XXXX advising me of a late paymnent on a mortgage serviced by Loancare, m XXXX XXXX XXXX, XXXX XXXX, VA XXXX. The notification also included a {$38.00} late charge posted on XXXX XXXX.
I contacted the service center to confirm loan pay off and to dispute the assignment of a late charge advising that the mortgage was refinanced two days previously on the morning of XXXX XXXX. I was advised that because the original loan had been " closed '' a refund could not be made.
I asked to speak to a supervisor who indicated that she was not empowered to make a refund.
I called the the originator of the refinance loan prior to calling Loancare to ask why I would have received a letter indicating scheduled payment had not been made. He made me aware that it was likely a computer generated notice of non payment.and to contactc the loan servicing agent. He also made me aware that servicing companies are made aware of the pending closing date/payoff date. This in turn generates an estimated pay off amount several days prior to the actual closing. It is customary to roll the monthly payment and interest into the pay out as well as includ a late fee in that amount. My originator noted that is a
customary practice to add the late fee and that most borrowers do not " catch '' it. In my case, the computer generated letter brought it to my attrention.
I was also made aware that once a closing date is firmly set the servicing company is contacted for a final payout amount. That amount would have been determined the previoujs Friday, XXXX XXXX.
Discussion with the loan service agent and supervisor addressed the following concerns : 1. The inclusion of a late fee and non-disclosure of that fee in calculating the final payout is inapporpriate and denies the consumer the right to full disclosure of the loa amount.
2. Failure to remove the late fee in the final payout amount with the forknowlege that the closing date for the new loan will occur prior to the end of a grace period or date for computer generated posting of an accrued late fee evidences an intent to willfully hide that amount from the consumer and will hopefully not " be caught. '' 3. LoanCare 's records reflect that the loan was closed as discussed but that the final posting of the payout to them did not occur until XXXX XXXX due to the mandatory XXXXday waiting period. That posting evidences that the transaction occured prior to the morning of XXXX XXXX - the day prior to the computer generated letter and assignment of the late charge.
4. The addition of a late fee improperly asserts that the lender willfully failed to make a payment. Loancare was advised prior to XXXX XXXX of the pending closing process and to discontinue the automatic mortgage deduction that has run the course of the original loan.
5. It is a customary business practice of forgiveness for one-time late payments. Loancare 's servicing agent and supervisor were not empowered to do this - especially considering the times, dates and circumstances in their records.
6. Providing an email address to further this complaint within Loancare fails to address the problem at the lowest level, but " passes the buck ''.
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| 09/29/2023 |
No |
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- Struggling to pay mortgage
- Foreclosure
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Web |
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I am a single mother raising XXXX XXXX daughters and working full time who is in danger of losing my home due to loss of income from XXXX. I told my mortgage company Loan Care what was going on and they did offer help but they have given me a plan that has raised my payment about {$300.00} per month and is nearly half of my monthly income. I appreciate that they are trying to help my family but we will not be able to honor this agreement and believe that Loan Care did not follow FHA guidelines when they offered these solutions. I have trouble communicating with Loan Care ( they dont want to talk to me ) and I dont want to lose our house at sale on XX/XX/XXXX.
I bought our home with my husband XXXX XXXX in XX/XX/XXXX with an FHA loan and made a 3 % down payment to close the deal. At that time my husband was a supervisor for XXXX XXXX and I was working as a food safety quality assurance inspector for XXXX XXXX. We had no problem making our mortgage payment with both of our income sources, but in XXXX XXXX was XXXX on XXXX XXXX and was XXXX at that time. I went through the shock of losing my husband, my daughters losing their father and also the loss of his income. Even so I was able to continue paying the mortgage on my own until XXXX when I became XXXX with XXXX on XXXX different occasions. This led to me missing a lot of work and losing out on income. I called into Loan Care to request help and instead of being offered the XXXX forbearance as required for an FHA loan and a Covid related income loss Loan Care gave me a loan modification which raised the payment about {$50.00} a month. I was grateful for the help from Loan Care, but this solution did not really solve the problem and I was not aware that Loan Care was required to offer the forbearance according to the FHA guidelines.
In XX/XX/XXXX my hours were cut and my husband XXXX was XXXX to XXXX years in XXXX so I am solely responsible for my XXXX daughters ages XXXX and XXXX that I care for myself while working full time. Due to the loss of hours I defaulted on the mortgage again and missed two months of payments. I was notified that Loan Care had scheduled a foreclosure sale date for XX/XX/XXXX. I tried to call in to get help and their agents told me that they could not speak with me about the mortgage because I was not on the loan, even though I have a legal and binding signed power of Attorney. I withdrew funds from my XXXX in an attempt to catch up with Loan Care and sent them a {$5000.00} lump sum which would have covered 4 months of payments, but they rejected this and sent it back ( attached ). Next I received a letter telling me to send in financial paperwork to the loss mitigation department and I did and was recently approved for a loan modification with a partial claim for {$8200.00}. Again, I appreciate that Loan Care is trying to provide options but this loan modification RAISED my payment {$280.00} a month. This payment is 45 % of my gross monthly income and I am a single mother with XXXX daughters and a husband in XXXX! I cant afford this payment. I signed the paperwork and sent it back to Loan Care but the truth is I will not be able to honor the agreement because there is not enough money left for food and bills with this high of a mortgage payment.
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| 02/27/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Here is a timeline of my problem with prompt payment of a mortgage overpayment with LOANCARE : XXXX XXXX : Without any prior notice, we received a letter in the mail from Loancare stating our mortgage loan was transferred to them from XXXX and that we were to mail in our monthly payment to them. Because we knew nothing of this, we thought this was a phishing attempt. My wife called XXXX and they confirmed that they transferred our mortgage to LOANCARE. XXXX told my wife that they were not going to autodraft our XXXX XXXX mortgage payment and to mail payment to LOANCARE.
XXXX XXXX : My wife mailed in a check as instructed by the letter from LOANCARE.
XXXX XXXX : We learn that XXXX autodraft our checking account for our XXXX XXXX mortgage ( after we already mailed in a check for our XXXX XXXX payment ).
XXXX XXXX : I called LOANCARE to ask if they could apply our duplicate XXXX mortgage payment ( form the check we mailed to them ) towards payment to our XXXX XXXX payment. The customer service rep stated that it was against their company policy to do so and that I would have to go online and request a refund for the check payment once the checked cleared our bank.
XXXX XXXX : We received a letter from LOANCARE confirming our checking account had been set up for autodraft to pay all future mortgage payments with the first autodraft mortgage payment on XXXX XXXX.
XXXX XXXX : Our paper check cleared our bank.
XXXX XXXX : I submitted a request for a refund for the paper check and included a copy of the cleared check. I received an email acknowledgement of our refund request from LOANCARE within minutes. The email said to allow 5 business days for the request to be processed.
XXXX XXXX : Day 6 and no refund. I called LOANCARE and was informed that my request for a refund was overlooked and was never processed. They told me they would enter it today and it would take at least 10 business days to receive my refund. They also informed me that the first customer service representative I spoke to on XXXX XXXX misinformed me when she stated that I could not apply it to my XXXX XXXX mortgage payment. So now I will have a XXXX XXXX mortgage payment auto drafted when I do not have the refund for the XXXX overpayment returned to me yet. This will cause me to bounce payments and have no money for my food, gas and other monthly needs. To add insult to injury, the LOANCARE supervisor, XXXX, Agent ID # XXXX scolded me and said I should have stopped payment on the autodraft for XXXX XXXX five days prior, and now it was too late to stop the XXXX XXXX autodraft ( but if they did their job, I would have received my refund before the XXXX XXXX autodraft hits ). After being on the phone for 1 hour and 4 minutes, and being put on hold several times, XXXX told me that my account was showing I was paid up until XXXX XXXX. When pressed to ensure our XXXX XXXX payment would not be auto drafted on XXXX XXXX because we were paid up, she said that she could not assure us that would not happen. So in summary, LOANCARE has had duplicate payment since XXXX XXXX, can not stop the XXXX XXXX autodraft and we are stuck with not being able to meet our financial obligations after XXXX XXXX because LOANCARE is holding {$630.00} that we need to pay our XXXX bills with.
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| 01/24/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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LOANCARE records show that I am one month behind in my payment. This started XX/XX/2016. They started servicing my loan XX/XX/XXXX. I sent them the payment XX/XX/XXXX. Then in XXXX, I receive a statement with a balance of {$4800.00}. I called, they told me they never received my XXXX payment. On XX/XX/2016 and XX/XX/2016 I faxed them documentation from my bank that my XX/XX/XXXX payment had been sent. I unfortunately wrote the incorrect account number. I called on XX/XX/XXXX to follow up and they told me that they never received my fax. They asked me to email the information to the Consumer Solutions Team which I did on XX/XX/2016. They never replied in 3 to 5 days. I called them last week on Tuesday, XX/XX/XXXX to follow up and they said that they had all the documentation they needed and that they would update my account, that my account was up to date. I called back today and spoke to XXXX to follow up and he had nothing in my account reflecting the above. He said that I owed them money for escrow, {$2800.00}. He went on to say that I paid {$210.00}, I asked when. He finally understood that I was calling to follow up to make sure that all my payments had been received, including the XX/XX/XXXX payment and he said that I had to fax them the bank statements showing that I had actually made my payments. I told him that I was back to square 1 and that I had already submitted all the information they requested. I told him I sent everything in last month. After going around in circles with him for about 15 minutes, I asked to speak to a supervisor, he just abruptly transferred me to XXXX who said was a supervisor. I went on with him for about another 30 minutes and then he said, well, I see here that you made a {$1500.00} payment, I said when? My payments are {$2500.00} a month. I am calling to make sure that my account is paid up to XX/XX/XXXX. He said, no maam, you are behind in your XX/XX/XXXX payment. I said XX/XX/XXXX? I thought it was XX/XX/XXXX, I said please triple check your records and then he mentioned about checking the incorrect account. Then he went on to say that I owe them {$2800.00} for Escrow and that they still have not received my XX/XX/XXXX payment. I told him that my XX/XX/XXXX payment was sent out on XX/XX/XXXX so they should have it now, he said no, we do n't have it yet. He asked me to fax all the bank statements again so they can review. I told him I already sent them the information they requested. He said to fax it again. I asked him to please let me speak to someone above him, someone that could escalate my issue he said, let me give you a phone number, he have me XXXX which is the customer service number I called. I explained that to him and he said, maam that is the number you need to call. I said that is the number that I call for customer service, he said no maam, that is not the customer service number and wanted to argue with me. I told him that I did not want to argue with him but that I was looking at my cell phone which showed me the number I called and it was that one. I asked him again that if there was a department so I could escalate this and he transferred me to take their customer service survey. I am so frustrated with this issue that has been going on since XX/XX/XXXX. Please help me.
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| 05/19/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have a mortgage loan with Loancare. I was financially impacted by the COVID pandemic and for that reason, Loancare approved a forbearance plan between XX/XX/XXXX and XX/XX/XXXX. The forbearance plan allowed me not to make the monthly payments for four months - XX/XX/XXXX through XX/XX/XXXX, without any late fees being assessed. However, these four payments would need to be made after the forbearance plan expired.
While Loancare was processing the forbearance, they waived two late fees of {$21.00} each assessed for the XX/XX/XXXX and XX/XX/XXXX payments.
In mid XX/XX/XXXX, I notified Loancare through their website that I was ready to get out of the forbearance plan. Between XX/XX/XXXX and XX/XX/XXXX, I made the four payments for the months of XX/XX/XXXX through XX/XX/XXXX online through the Loancare website. However, when the time came to make the payment for the month of XX/XX/XXXX, the website didn't allow me to make it, so on XX/XX/XXXX, I called Loancare and made the XXXX payment by phone. The representative who helped me said the problem with the website may have been caused by the forbearance, but the forbearance was being removed from my account, so going forward I should be able to make the payments online as usual.
On XX/XX/XXXX, I had to go out of the country to attend a funeral. Before leaving, I tried to make the XX/XX/XXXX payment online, but the website still didn't allow me. On XX/XX/XXXX, while I was out of the country, I received an email from Loancare advising my mortgage loan had been removed from forbearance. So, I tried to make the XXXX payment through their website. However, I couldn't access their website at all. I was able to pay all my other bills online from another country - even my electricity bill - but I couldn't even access the Loancare website!
On XX/XX/XXXX, just after returning to the U.S., I proceeded to make the XX/XX/XXXX payment online, but at first had problems accessing the Loancare website. The website kept telling me a security code was sent to my phone, but I didn't receive any code. That happened about four times, so I called Loancare. However, after being on hold for more than 30 minutes, someone hung up on me.
I called Loancare again and while I was on hold, I made a few more attempts to access their website. I finally received a security code on my phone, which allowed me to login to the Loancare website and schedule the XX/XX/XXXX payment. However, a late charge of {$21.00} had been assessed for the XXXX payment.
Meanwhile, I was still on hold with Loancare and finally a representative responded. I explained the situation and requested the late charge of {$21.00} assessed for the XXXX payment to be removed, since I was unable to access the Loancare website while I was out of the U.S., and I couldn't call Loancare while being in another country. The representative confirmed their website can't be accessed while being in another country. However, he denied my request. He said two late charges had already been removed in XX/XX/XXXX and XX/XX/XXXX and he wouldn't be able to waive any more. I told him those late charges were removed due to the forbearance, but that didn't make any difference. The representative still denied my request to remove the late charge for XX/XX/XXXX.
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| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on my 30 year fixed rate mortgage on XX/XX/XXXX, with a 3 % interest rate, and principal of {>= $1,000,000}. My mortgage lender was called XXXX XXXX. My closing statement shows that I paid interest for the days from XX/XX/XXXX to XX/XX/XXXX as part of escrow.
In XXXX I got my first bill, due XX/XX/XXXX, from XXXX XXXX. I wrote the check that's attached for the full amount and mailed it to XXXX XXXX. The XXXX bank statement shows Check XXXX clearing for the amount of the monthly balance.
After that payment, I received notice in XXXX that XXXX would be the new servicer, and then I received a bill due XX/XX/XXXX. I paid that via electronic debit, and the attached bank statement for XXXX shows that payment to them clearing on XX/XX/XXXX. When I spoke with XXXX 's customer care employee she told me they didn't have any record of that payment, in other words they had lost it.
Then, I received a XXXX bill in XXXX due XX/XX/XXXX. I paid that one by electronic debit as well, and please see the XXXX statement, attached, showing that the transfer cleared on XX/XX/XXXX. I also learned that the mortgage would be transferred a second time, to XXXX Bank. I asked XXXX to retain the mortgage until the dispute over the missing payment was resolved, but they did not do that and instead transferred to XXXX and told XXXX that I was behind by a payment.
The mortgage transferred to XXXX before XXXX found my lost payment internally, and I began my relationship with XXXX with them telling me I was delinquent on the account, because that's what XXXX told them. I made my first payment to XXXX for the XX/XX/XXXX due date, but they credited it to what they considered the missing back payment, and told me I was still delinquent the current month 's payment. Then, by some miracle, XXXX forwarded the missing payment to XXXX, and they credited my account.
Unfortunately, XXXX also lost the payment that I mailed for the XX/XX/XXXX due date, which cancelled check I am also attaching. This happened before the old XXXX payment was applied, so XXXX told me that I was still delinquent even after XXXX found and sent them my missing payment. XXXX then transferred the loan for a third time, to a company called LoanCare. Again I asked them not to do this until the payment dispute was resolved, but they did it anyway. LoanCare has adopted XXXX 's position that I am behind by one payment. I mailed them a check for the XX/XX/XXXX due date, which they have cashed, but they applied it to the XX/XX/XXXX balance and say I am still behind by a payment.
Basically, if any one of these companies had held the mortgage long enough, this situation would probably have resolved itself. I've owned the house for six months and I've made six payments. I have explained this to each company along the way, but none of them deal with it or hold onto the loan long enough to just fix it. The current balance according to LoanCare 's payment history is {>= $1,000,000}, which ( according to an amortization schedule calculator I used online ) is what the balance should be after 5 payments. I have made six. I'm very concerned that my credit will be impacted even though I have made all payments on time, and I very carefully considered what I could afford before buying my home.
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| 03/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage with XXXX Bank was sold in XXXX XXXX to LOAN CARE, XXXX. The first payment to LoanCare was by check. I made a mistake while writing the check I wrote XXXX in letter when I was supposed to write XXXX XXXX XXXX XXXX XXXX XXXX dollars and XXXX. When I checked my bank account I realized my mistake and hoping to fix that I wrote another check for XXXX and sent it to them before the deadline for the payment to be considered delinquent. Almost at the same time I received a letter saying the payment was sent toward principal and received a bill saying that the payment was directed toward the principal and they sent me a bill for {$2500.00}. Almost at the same time I also received an application for automatic draft from my checking. I filed it and sent it to them also. I thought the XXXX was for the months of XXXX and XXXX XXXX since I was up to date in my mortgage payment with the previous bank. Also I sent a check to cover for the month of XXXX since by experience it took time for the auto draft to be set and they also sent another letter saying the draft will start in XXXX They went into my account and withdraw the XXXX on XXXX/XXXX/XXXX then on XXXX/XXXX/XXXX my bank cleared the check written fir XXXX for XXXX. In total they got from me XXXX between XXXX XXXX and XXXX XXXX, XXXX. I called their customer service and spoke to a lady and asked her to reassign the amount of XXXX they wrong fully charged to me and withdrew from on XXXX/XXXX/XXXX toward the XXXX payment. She agreed to talk to them but refused to send to me a confirmation of our communication. In addition, on XXXX XXXX, XXXX I wrote them a long letter detailing all the payments to them including the fact that they wrongly charged me an extra month of mortgage for no reason. At that point I did not trust them and I put a stop on the autodraft. Sure enough, XXXX XXXX XXXX, XXXX, I received a bill for XXXX telling me that there was no fund to cover my XXXX mortgage. I called customer service again the same lady ( XXXX ) answered she said it was a mistake because the XXXX mortgage was paid from the previous money like I requested but because the autodraft was set to start in XXXX it was done automatically and I have to pay the XXXX dollar fee for insufficient fund. I sent them the a check with a note written on the coupon and staple to check saying that the account was closed do not go there any more and the mortgage will be mailed monthly to them. Yet they cashed my check for XXXX on XXXX and wrote me a letter on XXXX saying the mortgage for XXXX XXXX was not made when they submitted the auto draft and they want me to pay the XXXX fee for XXXX. I did not send it. Again I sent my XXXX payment they cashed the check on XXXX and again today I receive a bill saying I owed them XXXX now for returned fee. I do not trust them and I will not let them go play in my account anymore. If I did not close the autodraft you can see what would have happen again to me an my money. I do not want the XXXX and I want advise on what to do to stop them from going to my account every month like that when they already know that he autodraft is closed. Please help. I have the documentation for all the above. but I need someone to help me load that to you. or Can I fax them to you?
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| 09/25/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My client is a XXXX veteran. On XX/XX/XXXX, he closed a VA loan for {$130000.00} through XXXX XXXX XXXX XXXX, XXXX. The loan is now serviced by LoanCare LLC.
As part of his monthly payments, my client pays escrow ( approximately {$500.00} ), which includes over {$430.00} per month for property taxes. However, my client has been deemed by the VA as service-connected XXXX percent XXXX. As a result, under Illinois law, my client is fully exempt from paying real estate taxes his home. The Illinois Property Tax Code expressly states that if the veteran has a service connected XXXX of 70 % or more, as certified by the United States Department of Veterans Affairs, then the property is exempt from taxation under this Code. 35 ILCS 200/15-169 ( b-3 ) ( 3 ). My client completed the required property tax exemption form in Illinois ( XXXX XXXX ) and has a letter from the county assessment office that he WILL NOT have any tax liability for XX/XX/XXXX payable in XX/XX/XXXX.
My client has requested NUMEROUS times that LoanCare cease collecting escrow amounts for property taxes that he is not actually liable for. In XX/XX/XXXX, my client even sent a correspondence to LoanCare with the assistance of the VA, including copies of his XXXX determination and the assessment office 's letter confirming he has a " zero tax bill. '' However, LoanCare has not responded. Instead, LoanCare has, to date, collected at least {$5300.00} for property taxes that are allocated for XX/XX/XXXX ( payable XX/XX/XXXX ) despite the fact that my client will not be liable for any such taxes.
LoanCare only tells my client that he must wait for the next escrow analysis and will be given a refund of any escrow surplus. LoanCare also told my client that he can not change his escrow payment until he sends a XX/XX/XXXX tax bill ; however, those tax bills are not available until mid-XX/XX/XXXX. Moreover, my client has submitted adequate information from by the VA and the tax assessor office already. LoanCare is truly setting my client up for failure. Because he is service-related XXXX, my client receives VA benefits ; however, the amount of his VA benefits is low and he risks default if he is required to continue paying the mortgage including the escrow amounts as demanded by LoanCare through the end of the year or until a new escrow analysis is conducted.
The Real Estate Settlement Procedures Act ( RESPA ) states that a lender may not require a borrower to deposit in any escrow account an aggregate sum in excess of a sum that will be sufficient to pay the escrow items. 12 U.S.C. 2609 ( a ). Regulation X, promulgated under RESPA, similarly states that the servicer may charge the borrower only a monthly sum equal to one-twelfth ( 1/12 ) of the total annual escrow payments. While an escrow analysis is required only once per year, this requirement sets a minimum and does not allow LoanCare to knowingly continue collecting excessive escrow amounts. Moreover, given the exceptions for refunding escrow surplus ( i.e. 30 day delinquency, etc. ), my client fears he will lose the surplus if he is not able to continue the payments.
Reassessing the escrow will save my client over {$430.00} per month and will entitle him to a surplus refund of over {$5300.00}.
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| 07/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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To Whom It May Concern : I sent the following email message to my previous mortgage holder, Loancare, on XX/XX/XXXX and was assigned a ticket number of XXXX.
" Hi! My name is ********** and you were, at one time, my mortgage holder. My loan number was **********. I have recently become aware of a discrepancy in my principle only balance. When I refinanced in XXXX, my loan amount was {$110000.00}. In addition to my regular monthly payments, I also made several extra payments to principal only : ( XXXX {$330.00} ) ( XXXX {$330.00} ) and ( XXXX {$920.00} ). This adds up to {$1500.00}. I am showing that I have paid a total of {$13000.00} since XXXX including the extra payments. My current mortgage holder says my balance is {$100000.00} and I am showing that it should be {$100000.00}. That leaves a discrepancy of {$670.00}.
My current mortgage holder acknowledges the extra payment I made to them in XXXX of this year for {$920.00}, but said that they could not see the two extra payments I made to you ( Loancare ) in XXXX. When I add {$330.00} and {$330.00} together, it adds up to {$670.00}. That is, almost to the penny, the amount of the discrepancy.
I have copies of my bank statements for XXXX in which I show those additional payments were withdrawn from my account by Loancare, one on XX/XX/XXXX and the other on XX/XX/XXXX. I am not sure what happened, but I would appreciate someone looking into this as soon as possible. My phone number is ************. I was told by one of your representatives to request a ticket number so I would like to do so. '' In response, I was sent the following message on XX/XX/XXXX asking for copies of bank statements showing that the funds in question had indeed been removed from my account.
Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account.
Once the payment has processed from your bank account, please, provide a full, complete copy of your account history showing the payment has been removed from your bank account ( not showing pending ), including the positive balance before and after the payment processed, and a copy of the front and back of the cancelled check, or transmittal form including the ACH trace number, if it was an electronic payment, to XXXX and your request to have the payment researched will be reviewed.
I emailed copies of the statements requested back to Loancare on the same day, XX/XX/XXXX. Attached are copies of the statements for you to review. Since then I have emailed Loancare twice more trying to get some resolution, once on XX/XX/XXXX and again on XX/XX/XXXX. I have not had any response from Loancare since the request for copies of my statements which I sent them in XXXX. It has now been 9 weeks and I am hoping you can help me get some resolution to this.
When I started this journey, I called and spoke to someone at Loancare, but was told I would have to either email or mail and request a ticket number, that this could not be handled over the phone. Quite frankly, I do not know where else to turn. {$670.00} may not seem like a lot of money, but it is to me. I am hoping that you can assist me. My phone number is ************ should you wish to contact me.
Sincerely, **********
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| 01/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX and I reside at XXXX XXXX XXXX, XXXX, PA XXXX. I am writing to complain about my current mortgage servicer, LoanCare LLC ( NMLS ID # XXXX ) and State of PA Mortgage Lender Licensee # XXXX who is requiring excessive escrow funds in violation of the Real Estate Settlement Procedures Act and Regulation X, Section 1024.17 ( c ). On XX/XX/XXXX, my husband and I refinanced our mortgage through XXXX XXXX, who subsequently sold the servicing of our loan to LoanCare LLC. Since property taxes are due in XX/XX/XXXX, XXXX XXXX required that our taxes totaling {$2500.00} be collected and paid at settlement. When the servicing rights were sold to LoanCare LLC, they performed an escrow analysis and paid the XX/XX/XXXX taxes again. This duplicate tax payment created a substantial shortage in our escrow account and LoanCare LLC immediately performed an escrow analysis and increased our monthly mortgage payment by {$250.00} to cover the escrow shortage.
I immediately contacted LoanCare and found out that they paid the XX/XX/XXXX taxes which had already been paid at settlement.
They refused to research and reanalyze my account. LoanCare stated they contacted the tax collector and the tax collector told them the taxes had not been paid. However, I subsequently contacted the tax collector who provided evidence that the taxes had been paid. The township tax collector received the duplicate tax payment from LoanCare and immediately refunded the duplicate payment back to LoanCare, who confirmed they deposited it back into my escrow account. At this time, I have requested that LoanCare reanalyze my account to remove the excess escrow payment covering the alleged shortage. They have refused to reanalyze my escrow account and stated it is scheduled to be reanalyzed in XX/XX/XXXX and I have to pay the excess escrow until XX/XX/XXXX. I can not afford the extra {$250.00} per month for the next 4 months which will only increase the surplus in my escrow account way above what is permitted under the Real Estate Settlement Procedures Act including the 2 month cushion. LoanCare simply states Ill get a refund of the escrow surplus sometime in XX/XX/XXXX after the XX/XX/XXXX analysis is completed. I have filed a complaint with LoanCare regarding the now known excess escrow payment requirement, but they refuse to respond to my complaint emails as well as acknowledge receipt of my complaint which is also in violation of RESPA and Regulation X, Section 1024.35 ( d ) under Error Resolution Procedures. I have told them that I can not afford the excess escrow payment and would submit the initial monthly payment determined by XXXX XXXX to which I have the ability to pay. However, LoanCare is encouraging me to go into default for no reason other than the result of their mistake in paying my taxes twice.
At this time I am reaching to you for assistance. LoanCare simply wants to maintain an excess in my escrow account enough to pay the following years property taxes which I can not afford. Please help me and penalize LoanCare for violating RESPAs Regulation X relating to escrow funds and error resolution acknowledgment requirements.
Thank you for your assistance.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX
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| 11/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX we were placed on forbearance. At this time we have never been late on a payment and were current when entering the forbearance period. In XX/XX/XXXX we called LoanCare to ask what our options were for repayment. They said they would send documents out to us on modifying the loan and once we apply we should hear back on what our payment would be.
Since we had not received documentation regarding our modification we started sending {$5000.00} a month so we would not continue to get behind on the mortgage payments. We paid {$5000.00} for months XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XXXX we called because we noticed our statements did not reflect the {$5000.00} payments. We were told it would be fixed. In XX/XX/XXXX we called back again telling them our statements are not showing the {$5000.00} being deducted from our balance but all payments were cleared by the bank to them. In the XX/XX/XXXX phone call the lady noted to stop payments and they would put us back on forbearance so they could update the payments received and deduct them from the balance and send out new modification paperwork. We stopped payment as instructed by LoanCare. However in XXXX we still had not receive paperwork and the statements still did not reflect XXXX XXXX payments. We were not getting to a resolution with XXXX.
Therefore we started the process to refinance with another mortgage company. During this process LoanCare informed our loan officer that we were NOT on forbearance. When we call LoanCare we spoke with a representative and she explained the individual we spoke to XX/XX/XXXX put the wrong code in and ran the wrong script/template. She noted we were not allowed be taken off forbearance and put back on forbearance. However she understood going through the notes we were in fact told to stop making payments. Because we were given the wrong guidance from loan care we did not make XXXX, XXXX and XXXX 's payment on time because of being told we are " back on forbearance ''. We then sent three {$5000.00} ( total $ XXXX ) to them in early XX/XX/XXXX through LoanCare BillPay system. They cleared but did not apply it to our loan. Instead of sending our funds back to us they sent it to a wrong account ( we were told somewhere in another state, they are currently in the process of tracking down the funds ). They said they will not take any payments for our account at this time but do not give a clear reason and instead keep pushing for us to modify our loan with them instead. We have spent every bit of 20-30 hours on the phone with LoanCare over the last 2 weeks with no resolution. We are not in foreclosure and every time we speak to someone new they give us different reasons why they can't take payment for our mortgage none of which seem legal. Because they will not take payment from us we are unable to refinance with another lender due to us being behind on our mortgage on the credit report despite us trying to provide payment to show we are current. It is truly unethical and illegal for a company to refuse payment. They want to keep this loan make money off the late fees, and hope to modify the loan at a high interest rate therefore they make it extremely difficult for you to pay your payment.
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| 12/15/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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It is my understanding that an incorrect amount is being withdrawn from my escrow account due to the tax information being incorrect in my file with my mortgage co.
Escrow details : Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$260.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}.
Total : {$3700.00} Correspondence : I called customer service in the beginning of XXXX to inquire about my bill and the customer service representative informed me the taxes had been figured incorrectly, but would not be able to be re-evaluated until XXXX XXXX.
I called XXXX to discuss the problem and they informed me that my mortgage company was over paying the tax bill for my property.
I have sent multiple emails with no response and have spoken with Customer Service more than nine times in the past two months, each time getting a different response.
o XX/XX/2016 : I was told this issue would be resolved by XX/XX/2016 and I was not to provide any documentation.
o XXXX XXXX XXXX : I inquired and was notified that the issue would be resolved within the next two weeks or XXXX.
o XXXX XXXX : I inquired and was told that the issue would not be resolved until the tax department had proof.
o XXXX XXXX : I requested the township fax over proof that the correct parcel ID. They faxed the information over the same day I called.
o XXXX XXXX, XXXX : I called and was told the issue is still being worked on and that they would push it to their supervisor and make it urgent.
o XXXX XXXX XXXX : I called and was told this matter would be resolved by the end of the week.
o XXXX XXXX, XXXX : I called and was able to talk to a manager who claimed that she would send an email to another department and that I would get a call as soon as there was a status change. I did not receive a call.
o XXXX XXXX XXXX : I called and was told I was being forwarded to the manager and then the call was disconnected after being on hold for two min.
o XXXX XXXX XXXX : I called and was told that the matter will be resolved by XXXX XXXX XXXX and that everything including my refund check will be all " roped '' into one issue. I was also told that I was not able to talk to a manager and that I could have a manager call me back. This issue has not yet been resolved.
My mortgage payment has increased {$180.00} a month for a total of {$1600.00} collectively over the past 9 months. My account should have been flagged back when the XXXX taxes were paid as the township sent a refund check for over payment back to the mortgage co. This costly mistake was made by my mortgage company and there has been nothing substantial done to remedy the situation.
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| 07/27/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We purchased our home in XX/XX/XXXX. I was laid-off XX/XX/XXXX. We began to fall behind on payments first quarterXX/XX/XXXX. We filed for bankruptcy and it was discharged in XX/XX/XXXX. We contacted the Lender and worked with them through Loss Mitigation - Loan Care and secured a 2nd lien through HUD for $XXXXXX/XX/XXXX (FHA #XXXX). Our loan never reverted back to regular status though. We stayed in pre-foreclosure status up until this point XX/XX/XXXX. Loan #XXXX.
We contacted the Lender and were told our loan was sold to XXXX XXXX. We called XXXX XXXX and was told they did not have our loan. This went on for several months. When we were finally contacted by XXXX XXXX, we were told we were in default and we needed to sell our home. We were very upset and I sent a letter to the Executive Suite at Loan Care, who was servicing the loan for XXXX XXXX. We received a call from Management stating XXXX XXXX from Collections would be working with us for a workout plan. We worked with an employee named XXXX XXXX until XX/XX/XXXX.
The below are the payments that we paid to Loan Care: The original loan was $XXXX. We paid the entire 1st year $XXXX; 2nd loan to pay past due $XXXX 2nd year plus+; trial FHA paid $XXXX (3 months); $XXXX XX/XX/XXXX; $XXXX (7 months) = $XXXX; then unemployment forbearance $XXXX (12 months) = $XXXX. Additionally, we received an escrow account statement saying we had $9,000+ surplus in XX/XX/XXXX 1st quarter. When we asked for the money to be applied, we were told that could not happen because we were in a pre-foreclosure status. That money was never paid or applied to our loan account.
The total monies paid including $XXXX HUD 2nd lien come to $XXXX paid on our home loan to the Lender in 5 years. If $XXXX has been paid to date, how is it that the Lender says we owe them $XXXX, which is $XXXX more than the price that we bought the house for and does not include the $XXXX 2nd lien to HUD that we have to pay. That is a total of $XXXX more that the price that we bought our home for. Fraud is being conducted by the Lender XXXX XXXX & Loan Care which is the servicer. I have contacted the Executive Suite and begged them to do the right thing to no avail. I have not received a call or email. I have contacted Loan Care and was referred to a legal firm that was not interested in ensuring the information and payoff information was accurate.
We are selling our home today, signing the papers so that the house does not go into foreclosure. I want to ensure the real price of the house is brought to light and XXXX XXXX and its servicer Loan Care pay my husband and I the $33,000+ monies it owes us!
I reached out to the following people at Loan Care: XXXX XXXX, XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX; XXXX XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX, XXXX XXXX XXXX XXXX. The email addresses are: XXXX ; XXXX; XXXX;
XXXX; XXXX; XXXX;
XXXX; XXXX
We do not want a handout. We want what is rightfully ours. We appreciate any help to make that happen with XXXX XXXX & Loan Care.
XXXX & XXXX XXXX
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| 11/02/2021 |
Yes |
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- Trouble during payment process
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Web |
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This began in XXXX of this year when I missed a payment with my mortgage through the company named Loancare. I attempted to maintain some sort of payment on the account and paid {$1200.00} on XX/XX/XXXX. I found out today that the {$1200.00} did not go towards anything and that it was sitting in a surplus...
In an attempt to maintain monthly payments, I paid {$1400.00} on XX/XX/XXXX that was not applied to any balance. Each of these payments were paid over the phone with live agents who neglected to tell me that these payments were null in being applied to my balance.
I paid a full month 's payment on XX/XX/XXXX and a {$3500.00} payment on XXXX XXXX. I spoke to an agent on the phone at that time and have several questions about why I was receiving correspondence via mail about preventing foreclosure and she let me know that their company had made a lot of mistakes regarding the management of my escrow and where funds where going. She stated that after my {$3500.00} payment that I actually had a surplus payment to be added to other payments in the amount of {$390.00}. Confirmation number of that payment is XXXX.
On XX/XX/XXXX, I made my monthly payment of {$1600.00} with the confirmation number of XXXX. During this phone call, the agent also expressed that I would be current in payment. I did stop receiving correspondence via mail about foreclosure and thought I was out of default.
Yesterday, I utilized their new app to make a payment and it stated that I was a month behind in payment. I called Loancare by phone in an attempt to hear why I was now again behind in payment as was unable to get through due to wait time. With budgeting, I was going to be behind with a two-month payment. Today, my mortgage payment was applied through bill pay and has left my current bank account in the negative due to where all of my prior payments were going and not knowing I had over {$1100.00} in my surplus. Today, the first agent I spoke to said that I was indeed behind one month in payment and another payment of {$170.00} would be needed as a backlog as well. I stated that I could not make the monthly and extra payment at this time. She let me know that I could receive a refund of my payment along with a refund of the surplus money. Her exact words were that the check would ship by XX/XX/XXXX. I hung up the call with that understanding but knew I would not be able to make it to that long.
I called Loancare customer service back 2 more times in which the phone was hung up on me each time.
I called back a fourth time and requested a supervisor named XXXX. I spoke to him about my situation in which he gave me DIFFERENT information in that the check would take up to 5 business days to process and THEN would be shipped. He said that there was a potential that it could be overnighted but he wasn't sure.
Please note that speaking with 4 Loancare agents in the past 3 months, I have received 4 different messages. It is frustrating because this has a large impact on my finances and ability to provide for myself and my family.
Currently, I am in a situation of financial difficulty with no resolution. Please help with next steps. I would prefer to use a different loan provider moving forward if possible.
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| 11/29/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Managing the loan or lease
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Web |
Servicemember |
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In XXXX of XXXX My Mortgage Loan was purchased by Loancare XXXX. I 've received mail from numerous mortgage companies for years since I purchased my home in XXXX XXXX. When I received mail from Loancare, of course I shredded it assuming it was junk mail. When I noticed in XXXX that my automatic payments were no longer being withdrawn from my previous mortgage company, I started looking in to it and discovered my loan was sold off. The next letter I received in the mail was in fact opened and I followed the guidance of sending a {$3000.00} certified bank check to their Collector on XXXX XXXX XXXX to get the loan balance caught up, and even called them to explain what had happened. I 've never once been late on a mortgage payment ever, it was an honest mistake. On XXXX XXXX, I had made my first online mortgage payment towards my XXXX XXXX monthly payment of {$1000.00} which also included late charges for some reason. I looked in to this and discovered, they had cashed my certified bank check of {$3000.00} but only reported {$2000.00} towards my mortgage loan. I called them again and was told there was some kind of mistake made, and that they would correct the problem in XXXX-5 business days. 2 weeks later, they reported on my credit that the loan was still in default for all the months listed above and that no payments had been made. At this point, I went to their online complaint link and filed a complaint on everything that had happened thus far. I called over 4 more times to get this resolved and was told over and over again, that they were still working the issue and that eventually it would be resolved. I could not get a straight answer from a single person, including an actual supervisor I spoke to, who said they would freeze reporting anything to the credit bureau until they had corrected their mistake, but did make me pay an over the phone payment of {$2100.00} towards the XXXX and XXXX payments to get the loan caught up until they find the discrepancy of the missing $ XXXX dollars from the bank certified check. It is now XXXX XXXX, nothing has been resolved, they have called my cell phone over 20 times just in this past week, to let me know that somehow, they have not received XXXX or XXXX payments, and that I still owe them over {$2000.00} for those months, and another {$600.00} short in my Escrow. When they purchased my mortgage Loan, my monthly payments were {$980.00} a month, and again, I was never late on a single payment since I purchased the house, and my Escrow was completely caught up at that point in time. To top it all off, I am in the military, have been for 15 years, can not believe this is how people like me get treated, and I am being sent on mobilization again on XXXX XXXX XXXX and ca n't get anywhere with this Loan Care mortgage company. They have broken over XXXX Federal laws that I know of, and they continue to rip me off and charge me more and more money, but report the exact opposite on all my credit reports. The total Loan Balance does not reflect all of the payments that I have made which means they are trying to rip me off even more, and I have not been reimbursed or credited a single late fee or charge, from their month to month XXXX-ups on my loan.
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| 02/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Veteran with over 20 Years of service to our country. LOANCARE- I received a letter XX/XX/2019 notifying me of an escrow shortage. I mailed the shortage 20 days beforehand. Problem being, my loan company had since changed their name. So my check was returned without my knowledge because the name was wrong ( Never notified ). Roughly 6 months after, I started to receive letters in black and white stating insufficient NSF. This is odd because all of my statement the company name was in blue. I hadn't received anything else so I called Loancare ( XXXX ) and was informed my mortgage was current and to disregard the letters. The second time I received the same letter I called again ( XXXX ). This time I was informed that it was due to my escrow not paid. This was concerning because I know about this topic an increase to my payment should have occurred and not a late payment notice. I again called to inquired and was transferred three times to two different departments ( XXXX ). This went on for weeks. I received robo calls for over a month on a daily basis requesting that I contact Loancare concerning my loan. I finally was able to speak with a young lady who was mentioned to be a manager name XXXX XXXX. She was on the phone with me for over an hour and informed me that I needed a transmittal form from my bank. I complied, I emailed her my document from web bill and the bank emailed the transmittal form as well. I again called my bank which in turn called Loancare and I was conferenced in on the call ( XXXX ) at that time we were given the fax number and directed to send the information directly from the bank to Loancare. I received confirmation from the bank. I waited patiently all the while still receiving daily robo calls. I called again ( XXXX ) and requested that these calls stop. They did for one day. I sent the escrow payment by sending another check. Loancare is now saying that they took that payment an applied it some place else and now my mortgage payment is show how short. This is not possible. I have not stopped making any payments for the twenty years. I inquired as to the possibility of when they switched company names could my payment still be in another account? I always pay more than I owe on my mortgage!!!!! No logical response was given. My bank has confirmed more than once with the representative from Loancare that the payments have been consistent. I finally had enough when I received a call from XXXX stating that a note was added that I still owed {$390.00}. I requested of her at that time to speak to XXXX XXXX and was told that she would put an email in to her. I emailed XXXX that same day and to date have received no response. I have reviewed comments, complaints and pleas concerning this company, which are disappointing. Why are they allowed to perform in this manner? Who advocates for XXXX veterans concerning this sort of issue? Why are managers and supervisor 's not monitoring these cases? WHY? Ive had this home over 20 years and have never been late neither had any issues until now -LOANCARE . Loancare : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Please see all documents attached. END THIS FRAUDULENT BEHAVIOR NOW-KARMA WINS
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| 11/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Please find a detailed description of our issue from my representative below. The short of it is that when we refinanced our house, Loancare did not fill out the paperwork to properly release the second mortgage we had and now we have a lien on the house even though we consolidated our loans. The loan that the lien came about over was consolidated and we have been making payments on it, but Loancare will not release the lien and will not respond with anything meaningful. They are not acting in good faith.
This is a detailed explanation of our communications with Loancare from my representative : Good Morning XXXX, I have tried numerous amounts of times to get Loan Care to send me a lien release for the deed of trust I saved to attach here for you for {$12000.00}. I let them know I believe where the confusion is this was a down payment assistance lien to the 1st mortgage. When the loan was refinanced both of these liens were paid in full and closed. They released the lien for the 1st mortgage and thats the lien release that they keep sending us ( Ive also attached it here for your records ). However they have not released the 2nd lien for the down payment assistance & we need it released before we can proceed with your Heloc.
If you look at both liens you can see the recording numbers are different by one digit. The first mortgage is XXXX and its been released, the second lien reception number is XXXX and it hasnt been released.
I have told them this many times and they are still sending me the same incorrect recorded copy of the 1st mortgage only.
No supervisors at this company have a direct phone number so every time you call you first have to speak with a call center agent & have them transfer you to a supervisor. I have spoken with at least 5 different supervisors already and they keep telling me your loan request has been escalated but still no resolve.
On XX/XX/XXXX they emailed me the loan paid in full letter attached above with no attachment, just that letter by itself.
XXXX XXXXXXXX This is the email that always emails me, no one replies back to this email either so each time its wrong I have to call them and wait at least 20 minutes just to be able to speak with a supervisor.
Ive emailed them & received emails from them on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and Ive also called them at least 15 times as well. I dont know what else to tell you at this point. I called them again today but they will not speak to me without another signed borrowers authorization form from you because the last one expired and they need an updated one. Ive also attached that form here as well.
Thank you!
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX or XXXX -- -- -- Please help us! We are making payments on our consolidated mortgage, but because they will not release this lien, I have incurred over {$5000.00} in additional material costs due to not being able to purchase materials in XXXX for the work on our house. We can not get our HELOC loan until they release this lien. We do not owe them any money. The mistake is on their end and they need to release the lien for the correct loan. Thank you for your help!
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| 12/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2020 we were given our " annual escrow account disclosure statement '', stating that we had an escrow surplus amount of {$2300.00} and a check would be mailed to us within 20 business days. However, the check for that amount never came. We received a check for {$390.00} dated XX/XX/2020 ( obviously not the amount of the escrow surplus ). We were still under the presumption that we would receive the remainder of the escrow surplus amount ( {$1900.00} ), but we never did. Beginning of XXXX I started calling LoanCare Servicing ( XXXX XXXX XXXX ) several times. I talked to one male individual on XX/XX/XXXX or XXXX. He said that he would get this taken care of and we should receive a check within the next several days. Instead, all we received was a photocopy of the check for {$390.00}. On XX/XX/XXXX, I called back to express continued concern that our issue has not been resolved as the customer service representative said it would be. On XX/XX/XXXX I spoke to a " supervisor '' who said that she was going to " escalate '' our concern and we should hear back from someone with a resolution. No one ever contacted us. On XX/XX/XXXX I spoke to XXXX ( " Manager '' ) - she said that the department that handles these types of complaints wasn't working at the time, but she was really concerned and wanted to make sure this issue got taken care of. She said she was going to work on our issue and touch base with whatever department needed to handle this issue and call me back by XXXX on XX/XX/XXXX. She also gave me her " direct line '', so I could contact her if needed. On XX/XX/XXXX, I received no call from XXXX, so I called her " direct line '' and received a message that the phone number doesn't work. On XX/XX/XXXX, I called and spoke to XXXX. She was initially going to do the same thing XXXX insisted she was going to do, however, I demanded that something be done about this issue immediately and to connect me with someone who will resolve this. XXXX connected me to XXXX ( " supervisor '' ) - XXXX assured us she could get this taken care of. She explained that our escrow analysis was totally wrong and she was requesting a new escrow analysis. She said the new escrow analysis will be completed within 7 days and mailed to our home. I confirmed this information with her, and she agreed - new escrow analysis, should take one week, and will be mailed to us at home. On XX/XX/XXXX, we still had not received ANY communication from them. So I went online and went to their " Online Document Ordering '' request form. I requested a copy of our new escrow analysis be sent to us immediately. I received an automatic reply email saying that our request was received and someone would be in touch with us shortly - our ticket number for this request is : XXXX. It is now XX/XX/XXXX, and we haven't received any reply from our request online or the request made over the phone. It has now been 9 months of the absolute worst communication we have ever had in regards to customer service and responding to requests. We still aren't sure where the escrow surplus went, as well as our new escrow analysis. We just want to get that done so we can refinance with a company who cares about their customers.
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| 08/05/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The name of the company is LoanCare. My mortgage bank. Back in XX/XX/XXXX , I received a statement from my bank saying my payments were going to increase from {$1100.00} to {$2000.00} because of a shortage on escrow and an increase on my property taxes. I knew something was wrong because I had applied for homestead exemption since it was a new purchased home. I investigated and found out that my homestead tax exemption was not processed. After weeks of working with my county, they found my documents, somehow they had lost them or not processed them, and finally at the end of XX/XX/XXXX , I received a letter from the county with a revision and approval of my property taxes. All this time, I had been in touch with the bank explaining to them what was going on and giving them updates sometimes weekly. They had given me instructions on what to do as soon as I got everything figured out and were to send the information. They told me to email a request for an escrow revision with my new tax documents showing the corrected and reduced tax amount. I did this and waited a couple of weeks but never heard back so I decided to call. This was already XX/XX/XXXX and the person I spoke to told me that she would expedite things and that it would be processed within 24-48 hours. I waited another week and nothing happened so I called again, and they told me exactly the same thing a second time. I waited another two weeks, we are in XXXX at this point and I called again and asked for a Supervisor. They told me that they would put a request for a Supervisor to call me. That call never came and I called again and requested to speak with a Supervisor about two weeks later, and again, that call never came. At this point, they have been charging me late fees every month because I can not make the payments they are charging me for, and because of this, they are sending " late payment '' notices to my credit so now my credit is ruined because of them. I have sent payments every single month. I do n't know what else to do, I do n't want to lose my home, I have owed multiple homes and have been thru escrow revisions multiple times with absolutely no problems with any of the previous banks I have dealt with. I am sure I am not the only one they are doing this to, and I have no clue why they are not doing what they are supposed to do and what they have been telling me they will do every time I call them. I really hope you can help with this. I have asked them to fix my escrow and correct my monthly payments. My property taxes did go up a little so my escrow was short, so every time I called them I told them that I would send a check for the shortage of my escrow account, but nothing has happened. I am not refusing to pay what I owe, I am just not getting anywhere with them. All those " late fees '' they are charging me are not accurate because there would be no late fees if they would have fixed my payments back in XXXX when I sent all of the info they had requested in the first place. I believe this can not be legal and I need resolution as soon as possible so I can go back to my normal life, which has not been the case since XX/XX/XXXX , that is 7 months of complete torture for me.
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| 01/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage loan was transferred from XXXX XXXX to LoanCare before our first payment was due. We received a goodbye letter from XXXX XXXX on XX/XX/XXXX and our first payment was due on XX/XX/XXXX. We had not received a welcome letter from LoanCare prior to our first payment being due, so we went ahead and set up a payment through our bank 's ( XXXX ) bill pay system using the information provided by XXXX XXXX regarding where to send our payments and our new servicer loan number. The payment was sent on XX/XX/XXXX and was delivered on XX/XX/XXXX. The payment in the amount of {$1200.00} came out of our bank account on XX/XX/XXXX and the payment was accepted by LoanCare so it was not returned to us. On XX/XX/XXXX we received our welcome packet from LoanCare. Upon reading it, we realized that XXXX XXXX had given us the incorrect new servicer loan number. They had omitted one number from the loan number in error. I called LoanCare to see if our payment had been received and they claimed that it had not, likely as a result of the wrong account number being included on the payment we sent. I've been working with XXXX XXXX and LoanCare to try to get LoanCare to search for our payment to have it properly applied to our account. However, LoanCare is refusing to search without a copy of our bank statement which is not currently available until the end of the month. I have provided them with our transaction history showing the payment to LoanCare and that we had sufficient funds in our account when the payment was made as well as " proof of payment '' from XXXX that outlines the transaction details and they are refusing to help locate the payment. If they were not going to search to have our payment applied to the correct account, they should not have accepted the electronic payment in the first place so that we wouldn't have to do all of the leg work to prove we made the payment. Also, XXXX XXXX should have made sure that they sent us the correct information regarding our new loan servicer and our new loan number. As a result of their error, we are dealing with our payment being " late '' despite sending it in on time and having to jump through hoops to try to get LoanCare to locate our payment. I spoke to the CFO of XXXX XXXX on XX/XX/XXXX and she admitted that they had become aware of the mistake about 3 weeks ago when they went to wire our escrow money to LoanCare and LoanCare told them they had the incorrect loan number. However, no one had contacted us to notify us of the error and I only realized upon receiving our information from LoanCare a week after we had already made the payment.
I am worried that this will not get resolved before our 60 day grace period during the transition between servicers and that LoanCare will attempt to charge us for a late payment and report the late payment to the credit bureaus despite us having paid on time and the fact that the error in the account/loan number was no fault of our own.
I have attached the transaction history for our bank account showing the payment to LoanCare on XX/XX/XXXX as well as the " proof of payment '' provided to me by XXXX that outlines the details of the transaction of our payment to LoanCare.
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| 03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare, XXXX XXXX XXXX XXXX XXXX, VA XXXX, took over our lone XXXX of XXXX. Our previous loan was set up on bi-monthly payments, and when it was transferred over to loan care bi-monthly payments continued. I cant say for sure if this was automatic or at our request. As far as we knew everything was OK. We seldom, if ever check bank statements or loan statements, since it was set up on auto draft. Forward to XX/XX/XXXX, we opened our loan statement because our tax documents were enclosed, and come to find out that our loan was behind, even though all payments were made. We immediately called on XX/XX/XXXX, after fumbling thru their overlay complicated phone system to get to a live person, which tried to say we missed a payment, and then to a supervisor. I was informed that a payment was misapplied, that they would take care of it, and that nothing would be reported since it was their error. Forward to XXXX, we get another late statement. Again, I immediately call on XX/XX/XXXX, fumble thru their phones system, again told we missed a payment. After demanding to talk to a supervisor, I was informed again, by a supervisor, that they misapplied a payment, that they would get it corrected, and that nothing would be reported. I was also informed at this time that the reason for the issues was due to their system not being set up for bi-monthly payments? And that we would probably keep running into this issue. Forward 1 week, I get a text from my credit monitoring service that a late payment was reported from this company. I immediately call again on XX/XX/XXXX, and again on XX/XX/XXXX, again fumble thru their phone system, talk to another person that tried to blame it on us, and was eventually forwarded to a supervisor again. I was informed again that they misapplied a payment, and now they couldn't do anything about it because of tax reason since the orginal misapplied payment was from XXXX of last year ( I was never informed of this till now ). I was also informed that auto withdrawal was suspended for some unknown reason and that we owed a month and a half back payment ( again I was never informed or aware of this untill this conversation ). 1 month due to the auto withdrawal suspension and the rest form the misapplied payment. We immediately paid what was now owed, and told them to switch our auto draft to 1 monthly payments. My girlfriends and I XXXX XXXX has dropped by over XXXX points, which XXXX sure will XXXX XXXX up my credit card and other loan interest rates. Today, XX/XX/XXXX. I logged into their site to download our past statements, and discovered that they updated all our payment information, yet failed to reinstate our auto draft, which would have led to another late payment if I wouldnt have picked up on it.
I decided to research this company on XXXX and discovered I'm not the only one that they set up on bi-monthly payments, for which their system doesn't support, and wound up being reported to the credit bureaus do to Loan Care 's error.
Attached is statements, that I downloaded on XX/XX/XXXX to try and figure out what happened. As you can see starting XX/XX/XXXX, after I called them they tried to fix it, but apparently to no avail.
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| 04/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I called my loan servicing vendor to ask why I was being charged a late fee on my account. I logged into my account on line and view the payment history. I found two entries showing monies being withdrawn from my payment or credit history.
I have always paid on time as I have my banking account set up to automatically pay this mortgage. I was unaware that my monthly payment had increased by {$1.00}. This increase appears to have taken place last month.
My last auto payment was not applied to my account because it was not the full amount. This company states that any payments that are not the full payment are moved to some " other '' account.
Because the payment was not applied to my account, this company then charged me a late fee of {$49.00} and I was now in arrears for the full payment.
I immediately sent a payment to cover the new full amount due and asked that the late fees be reversed - also asking for them to review my account to see that I have never been late and that I currently have an " Excellent '' credit rating and would like to preserve this.
I have yet to hear back from anyone at the servicing company.
The servicing company said they need proof of payment from my bank - for monies they already have!! I don't understand that.
On XX/XX/XXXX they finally applied my missing payment or moved funds from this " other '' account to my account and applied appropriately ( escrow, principal, interest ).
Why are they moving funds from my account into some " other '' account? Are they making money in interest by doing so? This feels like a deceptive and shady business practice. The monies I pay should remain in MY account.
Other issue I discovered while looking at my account are two line items they are labeling as MisapplicationReversal 's. These reversals are removing funds that were applied to my principal, interest, and escrow balances. No one at the servicing company is able to tell me why these reversals are in my account.
These reversals appear to be reversing credits to my account that were applied as Payment and the other as a PrincipalCurtailment. The description on their site gives no indication as to what these charges, credits, fees, etc are for.
On XX/XX/XXXX I received a letter stating that I had not deposited a refund check sent to me one year prior and to return this letter with my personal information or else the refund money would be transferred to the state. I returned the letter on XX/XX/XXXX and called the phone number listed on the letter. Left a message asking this person to call me back. I have yet to hear from anyone.
To re-cap and summarize : I was unaware that my payment had increased by {$1.00}.
I was charged {$49.00} for a late fee when they had all but the {$1.00} My funds were being held elsewhere, not in my account.
The servicing company never contacted me to inform me of the new payment amount.
No answer from servicing company on my refund check that I never received.
My experience so far with this servicing company is not the best. I feel their business practices/procedures are sorely lacking and smell of dishonest/shady practices. But this is just my opinion.
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| 12/24/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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My complaint is with LoanCare , LLC and the lack of assistance, processing, communication, and continued misleading information during the process of me attempting to resolve saving my XXXX 's property.
LoanCare has violated my CA successor of XXXX Rights, when I submitted all documents requested to do so from XXXX XXXX, in a timely manner and informed them of my status as executrix and intentions to take over the mortgage before loan defaulted.
I immediately attempted several times to contact them and stated my position, provided my contact information, confirmed the situation of my father 's passing on XX/XX/XXXX, and requested for loan information so that I could handle the payments, etc.
Literally, every time I called I was either refused of given information and/or different information that was misleading for me to resolve the matter.
It took Loan Care months for them to inform me I needed to submit the death certificate and Trust/ Will, in which I did so in XXXX and Loan Care closed the account instead of proceeding with processing me as successor of interest with caused a delay of me able to submit applications for assistance as borrow.
I had/am been the one to continuously reach out to check the status, in which I requested for a response, follow up, documentation of approval or denial during the duration of the process.
I was never told of any options or outside agencies to assist me in the matter until Loan Care pushed to loan to foreclosure on XX/XX/XXXX when XXXX XXXX clearly knew my position and intentions of taking over the loan.
I was misled, told I could apply for a forbearance loan, which I did XXXX times online.in which my application was deleted and had to wait for submit mortgage assistance application due to Loan Care lack of updating account with my name as executor and closing out account instead of proceeding as successor of interest, etc.
Once I submitted the mortgage assistance application LoanCare kept denying my application and requesting for some documents in which I had already submitted or not applicable to the situation if they had thoroughly read my paperwork.
I have submitted over XXXX documents to Loan Care for review for the mortgage assistance program and spoke to relationship managers to review and requested to expedite the process being the process had been delayed on behalf on LoanCare lack and misleading communication.
I was informed to sign the affidavit, form 4506C, letter of explanation for me not filing for XXXX XXXX taxes that I was told would be sufficient. Now I am being told I have to wait till the IRS process my taxes.
I have spoke to XXXX XXXX and Loan Care numerous times week to week, month to month and even requested if I could make a lump sum of at least half the arrears and continue with the month mortgage even until a decision was made on the mortgage assistance program assistance and LoanCare failed to work with me although Loan Care did not assistant in preventing foreclosure and lack of any assistance in a timely manner to avoid additional fees and foreclosure.
I am requesting for all notes of account, and phone conversations.
XXXX thanks, XXXX XXXX
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| 11/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I am enclosing a copy of my complaint I am filing with Arkansas Securities Department concerning LoanCare as the same issues apply here, and this is really a continuation of my previous complaint with you against LoanCare. They only partially resolved that problem as you can tell from this letter.
XX/XX/XXXX XXXX XXXX XXXX XXXX
XXXX XXXX, AR XXXX loan # XXXX Arkansas Securities Department XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AR XXXX Dear Arkansas Securities Department, My loan servicing company screwed up my mortgage payment calculation starting in XX/XX/XXXX and did not correct it until XX/XX/XXXX. But they are still using an incorrect payment demand and refusing to give me credit for properly complying payments made in XXXX, XXXX, and XXXX.
As a result they are showing me past due in payments when I am not. In addition they have erroneously reported this misinformation to a credit agency and my credit rating has been harmed.
They have continuously harassed my wife and I with collection calls and demands for payment when a simple reading of the payment history shows I am not past due.
They are using an incorrect mortgage payment calculation of {$2900.00} and refusing to properly record my complying payments of XXXX XXXX and XXXX. Any shortage of my payments to the {$2200.00} amount has been tendered to the company. Also and escrow shortage of {$2100.00} has been paid by me.
The {$2900.00} payment is based on an amount of insurance they erroneously paid {$12000.00} and received a refund for on XX/XX/XXXX. The correct mortgage payment is {$2200.00} and should have been this amount starting XXXX XXXX which is when we notified them of the new homeowners insurance amount which is {$7900.00}.
A big part of the problem is that the loan servicing arm of the company is in XXXX XXXX, VA and the payment collection arm of the company is in Pennsylvania. Also the insurance people for this company are in South Carolina. It appears they do not communicate with each other and rely heavily on information in their website.
This company relies heavily on a computer programs to track payment information and send collection correspondence and the company programs are inflexible and simplistic. The company, when they corrected the payment calculation to {$2200.00} told their people this was the payment going forward from XX/XX/XXXX. One needs to correct the error back to its origin in XXXX. This may require a manual fix and an override of the wrong information the computer program is relying on. This has compounded the original error and continued the dispute.
And so their clerical people and their collection people and their computer program generated reports are all in error for the period XXXX, XXXX and XXXX.
Looking at the payment history, and the several erroneously computed escrow computations all of this becomes clear and is easily understood. And yet what seems to be a colossal management deficiency has allowed this dispute, easily understood, easily fixable to go on for XXXX months.
Regards, XXXX XXXX enclosures escrow computation XX/XX/XXXX Escrow computation XX/XX/XXXX Payment history of mortgage XXXX
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| 08/09/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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PORTIONS OF CORRESPONDENCE SENT From : XXXX XXXX XXXX To : LC-XXXX, LC-XXXX Date : XX/XX/2021 XXXX XXXX Subject : EXTREMELY URGENT LOAN # XXXX XX/XX/2021 RE : LOAN NUMBER XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear Loancare, Lender, I received the attached letter in total confusion. According to the attached signed and notarized documents by my bank my payments are {$1700.00}, The first loan modification was made with several errors, and had to be redone only when I called to get a status and absolutely nothing had been done. Ongoing problems, now even payments are higher before the supposedly modification due to an escrow shortage that I was not even aware of, nothing in writing and after several telephone calls and being placed on hold until my cell phone literally had to be recharged, over an hour, not a mention.
I have made 2 payments effective XX/XX/2021 of {$1700.00}. XXXX, and in the process of sending {$1700.00} for XX/XX/2021. This has been a total nightmare from the very beginning and I am not going through this alone again. I am filing another complaint in very detailed occurrences and correspondence, including each and every time I have called, and certified copies sent to you, and since I am a senior I can freely obtain an attorney, not just for guidance.
I am getting threatening letters stating I am in default, late and fees and charges accruing.
I really believed that your goal was, so noted in your company mission statement, was to help your clients, not brutally mistreat them.
Thank you.
XXXX XXXX cc : w/attachments XXXX XXXX XXXX XX/XX/2021 XXXX XXXX To LC-XXXX, XXXX XXXX attachments URGENT I am so confused on what exactly is going on, I need to hire someone to go over all these documents that are being sent to me, and adding signature pages from another modification to the latest document???????? I am so disappointed with my lender that I wish you will sell my loan. please see the following : loan modification approved - great first documents wrong second documents had a different monthly amount and a different interest rate in which those documents were notorized, signed and sent back kept charging me the the first modification amount was wrong, late charges statements wrong online account amount wrong ( in between all this, emails, certified mail, phones calls, etc ) original payment - XXXX 1st wrong modification - XXXX 2nd corrected modification - XXXX called as follow-up and was told monthly payment went up to XXXX plus due to escrow shortage in which I knew nothing about now the attached????? what is this XXXX I NEED SOME REAL SOLID HANDS ON HELP cant even make payments on line keep making changes using the same dates???? making me look like that I am further behind again, but in fact all these changes are way after the fact now we are in XX/XX/2021 Sorry, I have to get help from CFBP to include the Washington DC hot line for homeowners such as myself, who need it, this is a night mare, it was supposed to be help so that I can move on paying my mortgage on time prior to my brother passing.
Its so simple what are my mortgage monthly payments?
Thank you.
XXXX XXXX cc : XXXX
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| 02/24/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am a 26 year XXXX XXXX XXXX and XXXX, Texas resident. I purchased our home {$370000.00} ( Single family two story home ) on XXXX XX/XX/XXXX and was originally under XXXX XXXX XXXX until the bank sold our Mortgage to Loancare , LLC based out of XXXX XXXX, Va. beyond our say so. I have had nothing but headaches since we began dealing with this miserable company. They are the worst mortgage lenders in the industry and I wish they could be shut down for banking violations. We first started having problems with this corporation when I became sick in mid XX/XX/XXXX which caused me to fall behind on our mortgage payment which I did a loss-mitigation packet which was granted but after finding out we were being charged over the amount for our mortgage because I am a XXXX XXXX veteran and shouldn't have been paying for property taxes with our mortgage being {$3200.00} since XX/XX/XXXX. On XXXX XX/XX/XXXX after talking with the XXXX XXXX Tax office and notifying Loancare 's agent about the mortgage overpayment my mortgage was lowered to {$2300.00}. I became ill again in XXXX XX/XX/XXXX while working on a contracting job in XXXX, XXXX. I was medically evacuated when it was discovered that I had a XXXX and was at risk for XXXX XXXX because of my XXXX not emptying properly. It was decided in XXXX that I needed to seek medical at home in Texas so I was sent home. when I went to the Veteran 's Administration in Texas it was discovered after testing that I had a small percentage of XXXX XXXX which was detected early. I had XXXX XXXX on XXXX XX/XX/XXXX and spent most of the year recovering. I tried to make payments the best that I could but began falling behind on all my household payments. I offered to make partial payments but they wouldn't accept anything but to catch up on all the payments. I corresponded with them frequently explaining my situation while getting calls practically being harassed about payments while I explained my situation to them. I finally decided to move with my wife to the XXXX because we got sick of the harassment. When the Covid Pandemic hit the government passed legislature to protect homeowners so we decided instead of a Deed In Lieu to keep our home and began another Loss-Mitigation to try and save our home. Loancare , LLC has not made this an easy process with having being told every other day that your packet is good to only turn around and call two days later saying you need to send us more documents which had been sent the day prior. I have been sending multiple documents every time I send what they ask of me so that they can't say I didn't receive the email. I have been forwarding them documents since XX/XX/XXXX and we are now about to enter XXXX next week. Someone from your agency should be sent down to investigate what is going on with Loancare , LLC raising mortgage payments without even notifying customers where I went from {$2300.00} to {$2300.00} which is what is says now on the mortgage and a {$400000.00} payment. I would advise any other VA Home purchasers to not use Loancare , LLC as a Mortgage Lender. I also asked for documents to be emailed to me and not receiving what was requested at least twice.
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| 01/10/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Loancare refuses to update my credit history and continues to report me as XXXX days late on a loan since paid-off. The issue is, according to Loancare, I should not have received a Payment Deferral Agreement Offer. Instead they say underwriters or some other internal investigative team discovered my loan was restricted by my investor and should have never been granted the forbearance in question. Therefore, Loancare corrected their error, which immediately put me in arrears and multiple month 's late. The multiple payments I sent based on my executed Payment Deferral Agreement Offer were then put into suspense and/or applied to previous balance, resulting in additional months of missed payments according to them.
Loancare also consistently showed differing, erroneous account status and amounts due both on their website and during calls with multiple agents and management spanning many months.
Below is an initial overview of the issue and my first of many attempts to resolve the issue. However, there is plenty more including detailed notes from multiple calls with Loancare representatives over several months.
XXXX. On XX/XX/2022 XXXX XXXX received a Forbearance Plan Offer ( attachment A ) issued due to XXXX XXXX indication that his ability to make payments on his loan was negatively impacted by the XXXX pandemic. In the letter, Loancare confirmed monthly payments were paused effective XX/XX/2022 with an expiration date of XX/XX/2022. The communication further noted that while payments were not forgiven, XXXX XXXX could engage with Loancare at the end of the forbearance term for a payment solution, should he continue to need assistance after XX/XX/2022. Solutions included, but were not limited to, repayment plan, payment deferral, among others.
XXXX. On XX/XX/2022 XXXX XXXX received a Payment Deferral Agreement Offer ( Attachment B ) from Loancare indicating he was approved for a payment deferral which would : a. Adjust the due date of the following scheduled monthly payments, making the mortgage current ; b. Defer the scheduled repayment of the total XXXX past-due amounts to the maturity date of the mortgage or upon sale or transfer of the property, refinance or payoff ; c. Waive any late charges.
According to the offer instructions, XXXX XXXX returned the signed offer to the indicated address within the acceptance period and waited for further communication from the Loancare team indicating the following scheduled monthly payments, as indicated in the notice.
XXXX. On XX/XX/2022, XXXX XXXX received a Notice of Default for failure to pay amounts due ( Attachment C ). The monthly payments included in the notice ranged from XX/XX/2022, to XX/XX/2022. XXXX XXXX was required to make full payment on the amount of {$9700.00} by XX/XX/2022, to cure the default.
Given XXXX XXXX entered a Forbearance Plan from XXXX to XX/XX/2022 and then accepted Loancares Payment Deferral Agreement Offer, my clients dispute the Notice XXXX XXXX from XX/XX/2022. They further request Loancare immediately halt any foreclosure procedures against them and issues them with the new scheduled monthly payments, as indicated by the XX/XX/2022 notice.
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| 06/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
|
Below is a letter that I sent to the office of the customer. To date Ive not received a response.
Re : Loan number XXXX XXXX XXXX XXXX XXXX and XXXX I hope this note finds you all doing well. I am writing you on as conservator / guardian of my mother XXXX XXXX XXXX. I have recently been appointed to this role given my mothers official diagnosis of XXXX / XXXX earlier this year. Based on findings from her XXXX she has likely been living with this condition at least the past 5 years. Im happy to share a copy of this diagnosis if helpful as you evaluate this situation.
In connection with my appointment as conservator, I have been actively working to get a handle on her financial situation. Unfortunately its pretty bleak and we are discovering a situation of maxed out credit cards, online fraud and many other situations that continue to surprise us.
In connection with receiving access to the referenced loan above, I was tremendously shocked to see that this loan had {$3300.00} of accrued late fees associated with it, knowing that my understanding was that my mother always prioritized paying her mortgage every month.
I have had a number of conversations with very helpful Loan Care agents who directed me to you, as the only resource to hopefully remedy and rectify this situation. To date, no one has been able to provide me with a detailed breakdown of the accrued fees that resulted in the aggregate balance. It sounds like a significant portion of this was charged prior to Loan Care assuming the servicing for this loan in 2019.
Im still waiting for a detailed breakdown to learn more ; however, assuming a {$34.00} per payment charge, this would imply that my mother was charged late charges approximately XXXX times, which seems a bit excessive. Based on discussions with agents, it appears that perhaps my mother had incorrectly set up her auto debit at the end of the month vs. the beginning of the month, but has always made consistent monthly payments on her mortgage. Given that this mortgage recently transferred to you all, it is unclear as to whether anyone ever tried to call my mother to make her aware that she had incorrectly set up her auto payment at the end of the month. My mother says that she does not recall anyone ever contacting here, but given her current and prior mental condition, Im not sure we can say that unequivocally.
We are in the process of getting her property sold and getting her moved into an assisted living facility. Im hopeful that we will be able to sell the property and settle the remaining mortgage balance and pay you guys in full. However, I am asking for your sympathy given the circumstances associated with the situation and waive/ write-off these excessive, and I could argue potentially deceptive and predatory late fees that unfortunately were charged XXXX times to an elderly woman who made a monthly payment every single month, based on my records but somehow set up her auto draft to occur at the end of the month, versus the beginning of the month.
Please dont hesitate to contact me directly at XXXX or at XXXX if I can be of further assistance or provide any additional information
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| 07/12/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Older American |
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Our journey started with LoanCare , LLC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, back in XX/XX/XXXX. My husband has a XXXX XXXX which affects his XXXX XXXX. We have been dealing with the XXXX since XXXX but with XXXX it has just made it a more pronounced XXXX. He had to prepare and have XXXX XXXX in XXXX and XX/XX/XXXX which costs {$27000.00} and {$24000.00} dollars. We did get delinquent on our financing on several items during XXXX and reached out in XXXX XXXX to see what could be done. Sent documents on several attempts to get what the next steps to proceed. Everytime we reached out, they just needed something else. Finally in XX/XX/XXXX we received a document indicating a Trial Period Payments. They were only about {$150.00} less than our existing payment but we made as agreeded! XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. No further documentation came regarding next steps. On XX/XX/XXXX called and spoke with XXXX, who said that they were working on the modification and we should be receiving the follow-up. She indicated " not to make a payment until we received '', it would just delay the modification. By XX/XX/XXXX we still had not received any information and no phone call. I called and spoke to XXXX. He said he didn't know why we had not received the payment was going to be {$920.00}, 1st payment would be XX/XX/XXXX, he said we should receive the information. Called back on XX/XX/XXXX and was told by XXXX that the package was still be worked on. First payment due XX/XX/XXXX. Still would not take a payment. Called and spoke with XXXX on XX/XX/XXXX still not completed modification, but she said " oh yes I will take a payment and I see where it is {$940.00}. She applied and I asked for a confirmation number and wanted to speak with a manager. She tried to transfer me but they were not available so she transfered me to a supervisor. Had to go through the whole story again with XXXX and he would look into it but also said he would call me back. I was pretty blunt and harsh, but guess what he never called me back. A package was prepared on XX/XX/XXXX, but not sent until XX/XX/XXXX and another package was sent on XX/XX/XXXX. Much to our suprise it is no help to us at all. We were not notified or called to discuss the terms. When we recieved our rate went from XXXX XXXX XXXX XXXX XXXX payment is only {$150.00} less than orginal and then there is also attached a Promissory Note to HUD in the amount of {$29000.00} that XXXX couldn't give us an explanation of total today when I called, This is not due and payable until the 1st mortgage is paid. The amortization of the modification was reset to a XXXX year term. None of this was disclosed to us or we were not called to explain the terms or options. Again we are XXXX and XXXX XXXX XXXX why would we do this? All of this process is deceptive and non-compliant from a servicing process. At this point LoanCare should be penatilized and even pay our mortgage in full for simply causing us the additional stress and XXXX which cause additional health issues. Thank you for your consideration in this matter. LoanCare needs to change their processes as I am sure we are not the only ones.
|
| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage was with XXXX but due to the recent court ordered restructure to XXXX my loan was transferred to Loan Care, LLC. Based on the paper work I received any payment made after XX/XX/2019 was to be made directly to Loan Care, LLC. As I have explained to Loan Care, LLC I made my XX/XX/2019 Payment on XX/XX/2019 to XXXX because I would be out of town and at that time Loan Care, LLC information was unknown to me.
On XX/XX/2019 I began to get notices from Loan Care, LLC that I needed to make my XX/XX/2019 payment to avoid late fees and credit reporting. I called immediately the customer service line to Loan Care and spoke with XXXX. XXXX, employee number XXXX, said it was not of Loan Care 's issue because they only take what XXXX gives them and I have 60 days to make my " missed payment ''. Frustrated I asked to speak to a manager at which he told me none were at the office.
I then went on-line to both XXXX and Loan Care, LLC and emailed customer service attaching my payment history which showed two payments made in XX/XX/XXXX. I got NO response from either Mortgagee.
On XX/XX/2019 I received mailing from Loan Care, LLC ( XXXX ) stating that " my mortgage is now two months behind. Unbelievable!
I called immediately the customer service number provided on the letter. I was told this was a Virginia call center. The first customer service rep was a female but she ultimately placed me on hold till the phone disconnected.
I called back. XXXX answered the phone. I explained to him the entire issue and he again stood by what XXXX had said, " it is not Loan Care 's issue. '' He further stated that XXXX went bankrupt and I needed to make this payment. I could not believe the lack of customer service or attempt to look at my payment history. Which come to find out is all on the Loan Care website! I asked XXXX for a manager but again no managers were on site. He said he could put a note and someone would maybe contact me in an hour or so but they will most likely tell me the same thing.
I simply can NOT believe what I am hearing and the fact they didn't even try and understand what was going on.
I looked further at my payment history and realized just before XXXX transference my loan to Loan Care, LLC they applied my entire payment to principal! I looked on Loan Care 's website and sure enough it shows two payment inXX/XX/XXXX with the later being applied solely to principal. CAN THEY NOT SEE THIS????? DO THEY NOT HAVE ANY RESPONSIBILITY TO UNDERSTAND WHAT IS GOING ON????
I have mailed a double payment today by check in which I CAN NOT AFFORD TO DO without major sacrifice. I expect that this will be applied correctly and further no credit reporting agency shall receive INCORRECT reporting of mortgage payments being late!!!!
The WORST CUSTOMER SERVICE! Total Lack of accounting ability. This is uncalled for so many attempts were made to find and correct this error but NO ONE from Loan Care, LLC cared to even try. COMPLETE DISMISSAL.
A mortgage company should have some sort of diligence to understand each and every loan, ESPECIALLY when the mortgagor is making numerous attempts to correct a situation.
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| 08/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX i called to My loan care requesting all payments information and forbearance information Result no received XXXX XXXX I received payments information and forbearance amount due.
XX/XX/XXXX I called to loan company spoke with 4 different agents 2 customer services 2 loss mitigation forbearance. which nobody could explained the payment table that they send agents name XXXX, XXXX, XXXX XXXX.
1 one agent only mentioned that amount due that was stop during Forbearance plan will be applied to the end of the mortgage.
which I asked why if is at the end of the loan they are including again those payments to the mortgage making this to pay double the amount of the amount due in forbearance plan, this agent XXXX put me on hold and hung up to me XXXX XXXX I called again to forbearance mitigation dept. I spoke with XXXX XXXX trying to make her to explain me why they add the suspend payment forbearance to the mortgage amount making this to increase the mortgage amount again, if at the moment before of such forbearance mortgage debt was lower of what is now. i mentioned her that why that is happening and her answers was completely out non sense saying that I own again the price of the property and until i don't pay the total price again of the property i can't pay the amount due of the forbearance, which i told her that is double Dipping, fraud charging me twice the amount of the pause mortgage payment. and she reply with a deferment plan that I accepted, which i replied that did not accept anything after forbearance plan, and I ask her to send me such document to my email and home domicile, I ask her if such mortgage on XX/XX/XXXX was $ XXXX why they sum/add again a stop/suspend payment increasing the mortgage again to $ XXXX making me this to pay twice the mortgage again. she mentioned that is not like that is a deferment payment which again I ask her that is wrong and numbers don't lie, if I was in $ XXXX on XXXX that $ XXXX that was stop/suspend payment by the forbearance plan can be paid now or later but the payment that i have been resume payment must be apply to $ XXXX same at the moment of the forbearance start not to $ XXXX, resume payment on XXXX this to $ XXXX at this moment and by the end of the loan like she said I have to pay the due amount of $ XXXX only and she keep saying is not like that, $ XXXX must be added XXXX and total of {$290.00} and you must keeping made your payments and in 30 years you pay the XXXX which I told her is a very clear double dipping and fraudulent what you are doing. and after back and forth asking question without non sense answer. i have to come and file this complaint demanding deferment agreement signed, dated and approved by XXXX XXXX, also a full disclose by writing of the XXXX, including 1.why adding suspend payment to the mortgage loan 2.why mortgage increase if is a stop payment 3.why due stop/suspend payment can't be pay now, 4.who own the property, and full clear disclosure 5.investor information 6. penalties.
also provide in full disclosure, how this company is not in violation of FL. St. 817.545, Code 18 U.S. Code 1341, 18 USC Ch. 47 ( all Sections )
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| 06/12/2017 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX XXXX , 2017 XXXX XXXX sold my mortgage over to LoanCare, A XXXX XXXX . Per instruction, I updated my account information with my bank XXXX XXXX and my mortgage payment was sent by the bank on XXXX XXXX as it always has. ( I updated the account information on my account online in XXXX , before my XXXX payment was sent ). The payment amount is {$750.00}. The week of XXXX XXXX , I received a statement in the mail from LoanCare and it showed a past due amount on my account and the amount owed forward. At that time, I went online to look into this further on my account on LoanCoare and when the XXXX payment did not show as processed, I called in and spoke with an agent. She advised me to send in a copy of my bank statement which was e-mailed to XXXX XXXX XXXX on XXXX XXXX and I was told this would be resolved based off of the information sent within a few days. By XXXX XXXX , I had not heard any response so called back into LoanCare and an agent told me that I would get a response by XXXX XXXX . I asked to speak with a manager because I wanted this resolved before I had to send my XXXX payment which was scheduled to pay on XXXX XXXX . I was told that I would be called back within an hour. Abo ut 5 ho urs later, I received a call from team lead XXXX XXXX ( I D : XXXX ) who advised me that the information I sent on XXXX XXXX was not sufficient and that I would need to work with my bank on having proof of payment sent over. XXXX and I called my bank together and filed a request for information to be sent to LoanCare which would take ~3 business days. In the meantime, the agent at the bank advised me on how to get an image of the processed check and the image was sent to XXXX at XXXX XXXX XXXX . XXXX and I reviewed the check image and realized the bank had misprinted the account number on the check and used my old account number. She said having that information was helpful and she would be able to escalate my concerns and hopefully get me an answer within a day or so. After not hearing back from XXXX XXXX Wednesday, XXXX XXXX I called back into LoanCare and spoke with XXXX ( I D : XXXX ). XXXX was unable to provide me any updates as I had just missed EOB for the day ( it was XXXX XXXX ) so she advised me to call back in the next day and gave me her phone number to use which was XXXX . I called in 3 times on XXXX XXXX and le ft 2 s eperate messages asking for her to call me back with no response. I called back this morni ng ( XXXX XXXX , 2017 ) and left yet another message for XXXX with no response. My payment of {$750.00} for XXXX has still not processed to my account even though the check was deposited and the money withdrawn from my account. I have spent a countless number of hours trying to get to a resolution and the company is not providing me with updates. I need answers about where my money is and what it was not applied to my account. I dind't choose this mortgage company, my loan was sold off to them and so far it has been a terrible experience all around.
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| 10/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Long story short : I sold my home and I have proof that my mortgage was paid off by the escrow company in mid-XX/XX/XXXX. Nevertheless, XXXX XXXX My Loan Care reported me as more than 30 days past due for in XXXX ( more than 2 weeks after the loan was paid through proceeds from the close of the sale ). I am unable to contact anyone at the company despite trying for nearly 2 months. See below for more details.
I refinanced my mortgage several years ago with then XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX changed their name to MyLoanCare. MyLoanCare was recently acquired by XXXX XXXX XXXX. I've never been able to successfully log on to the XXXX XXXX XXXX site, as the transition occurred at just the relevant time of the events below.
In XXXX or XXXX of this year, my husband and I were impacted by COVID. We reached out to our lenders, and all of them granted the COVID relief of payments. The relief of payments from XXXX XXXX My Loan Care extended through XX/XX/2020. I have documents that say this. Unlike all of the other creditors that my husband and I had at the time, XXXX XXXX ( then ) My Loan Care was deceptive in their website. They showed us throughout the COVID relief period as being delinquent in our payments. It was impossible to get the status of our loan during this period from the website. They mailed us documents, all of which we have.
In XXXX of this year, I received a job offer in XXXX. That job offer was put on hold due to COVID travel restrictions, but in XXXX they hired me and made plans for us to move. In anticipation of the move, we sold our home. Both our Escrow Agent and I contacted XXXX XXXX My Loan Care to obtain the payoff amount.
On XX/XX/2020, my husband and I moved to XXXX for our new job. Since moving to XXXX, I have been attempting to access the XXXX XXXX My Loan Care website to confirm that they were reflecting the payoff of the loan. I have been unable to access the website. I get a message saying that the server timed out, but I suspect that the company is geo-blocking me. I've also tried many, many times to access the chat feature. I'm also unable to contact them this way either, as I get the same error messages about server timeout every time.
In mid-XXXX, our loan closed, and I have the Escrow payoff statement showing that XXXX XXXX My Loan Care received the payoff amount that they told both me and our Escrow Company was a valid payoff amount.
Last week, the week of XX/XX/2020, I received two credit monitoring alerts. Both advised me that my credit score had dropped and I should check it. I logged on to both sites, and both advised me that XXXX XXXX My Loan Care had reported me as greater than 30 days delinquent in XX/XX/2020. I have paid them the amount that they told both me and our Escrow agent was the payoff amount as of the date of close of escrow. They have blocked me from entering their site, and they have damaged my credit. I would like for them to correct their error expeditiously, as my husband and I are looking for ways to invest the proceeds of our home sale, and their error will cost us real money in terms of rates and, potentially, eligibility.
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| 01/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American, Servicemember |
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TO WHOM IT MAY CONCERN, DURING THE COVID-19 EPIDEMIC, MY HOME WOUND-UP IN PRE-FORCLOSURE.
AS I AM ENTIRELY DEPENDANT UPON THE HOSPITALITY INDUSTRY LOCATED IN XXXXXXXX XXXX XXXX I DID NOT HAVE THE FUNDS AVAILABLE TO ME TO PAY THE MORTAGE WITH A COMPANY KNOWN AS XXXX LOANCARE LLC.ORIGINALLY I WAS IF A FOREBARANCE PLAN BUT AS CALIFORNIA WAS THE LAST STATE TO OPEN, I CONTACTED LOANCARE AND APPLIED FOR A SHORTSALE, AS THE HOME WAS ORIGINALLY OVER-VALUED BY THE ORIGINAL APPRAISAL COMPANY. THE HOME HAD SAT ON THE MARKET FOR ( 3 ) YEARS WITH NOT A SINGLE OFFER, REGARDLESS OF THE PRICE DROPS. FINALLY IN XXXX OF 2022 A LOCAL REALTOR BROUGHT AN OFFER TO SELL THE HOME. DURING THAT PERIOD OF TIME, I HAD TO WAIT FOR XXXX LOANCARE AND THEIR TIMELINE, AS THE SLOW PROCESS BEGAN TO APPLY FOR A SHORTSALE OF THE HOME.
I MET EVERY TIME SENSITIVE DEMAND OF LOAN CARE ON TIME. THE WHOLE PROCESS LASTED THAT OF ( 7 ) MONTHS FINALLY CLOSING ON THE PROPERTY XX/XX/2022. DURING THAT TIME, AS IT WAS XXXX LOANCARE THAT WAS IN CONTROL OF THE SALE OF THE HOME ; IN FACT I ALMOST LOST THE BUYER GIVEN THE EXTENDED WAIT TIME THAT LOANCARE TOOK TO UNDERWRITE THE SALE. IF FACT FOR A LENGHTY PERIOD OF TIME, THERE WAS NO INDIVIDUAL IN CHARGE OF THE LOAN, JUST CUSTOMER SERVICE REPRESENTATIVES THAT TTOOK THE CALLS AFTER LONG HOLD TIMES LASTING ONE HOUR OR MORE.
AFTER I OPENED A SHORTSALE APPLICATION WITH LOANCARE IN XXXX OF 2022, THE COMPANY STARTED REPORTING ME 120 TO 180 DAYS LATE DEPENDING ON THE CREDIT REPORTING BUREAU FOR THE LENGHT OF THE APPLICATION OF THE SHORTSALE. I HAVE WERTTEN THE COMPANY SEVERAL TIMES REGARDING MY CONFUSION OVER THE CREDIT REPORTING PROCESS, TO NO AVAIL. I KINDLY ASK THESE IMPORTANT QUESTIONS TO THE COMPANY IS IT LEGAL, GIVEN THE CONSUMER PROTECTION ACTS THAT WERE PUT INTO LAW BY CONGRESS TO FORCE ME TO SELL MY HOME AFTER COVID -19? AS XXXX LOAN CARE GAVE ME NO CHOICE OR DIRECTION AS TO WHAT TO DO AFTER THE PANDEMIC. FURTHERMORE, WHY SHOULD I BE REPORTED 120 TO 180 DAYS LATE TO ALL ( 3 ) OF THE CREDIT REPORTING AGENCIES WHEN IT WAS LOANCARE AND THEIR TIMELINE THAT I HAD TO ABIDE BY?
I HAVE ATTEMPTED TO ASK XXXX LOANCARE THESE QUESTIONS AND ALL THAT WAS TOLD TO ME IN RESPONCE WAS TO HIRE AN ATTORNEY. IF I HAD THE MONEY TO HIRE AN ATTORNEY, THEN I WOULD NOT HAVE WOUND UP IN XXXX. I FEEL THAT I HAVE BEEN TAKEN ADVANTAGE OF. I AM AN XXXX XXXX XXXX THAT HAS LOST HIS HOME DUE TO THE BUREAUCRACY OF A CONGLOMERATE. IS THAT LEGAL TO STRIP A XXXX OF HIS ONLY HOME, DURING A PANDEMIC? MORE IMPORTANTLY, I ABIDED BY LOANCARE AND THEIR TIMELINE. WHY THEN AM I SHOWN AS LATE TO THE CREDIT BUREAUS AND SHOWN AS NOT PAID IN FULL?
THE HOME SOLD FOR AS MUCH AS THE PROPERTY WAS WORTH. XXXX LOANCARE SENT ( 2 ) APPRAISERS TO THE PROPERTY FOR THE VALUATION. IF THEIR UNDERWRITERS HAD PREFORMED CORRECTLY WHEN FUNDING THE PURCHASE OF THE HOME, THEY WOULD HAVE REALIZED THAT THE COMPARISION STUDIES WERE NOT OF THE SAME STYLE, AGE OR CONDIOTION OF THE HOME THAT THEY FUNDED. WHY IS THAT MY FAULT WHEN THEY ARE THE EXPERTS?
IN CLOSING, I DID ALL THAT XXXX LOANCARE REQUESTED OF ME. WHY THEN DO I HAVE TO CARRY THE BURDEN OF THEIR MISTAKES?
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| 03/30/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Hi there, Copied below is my customer service message to my mortgage provider for your reference.
I have a mortgage with XXXX XXXX XXXX, which is serviced by Loancare. My monthly mortgage payments are automatically electronically paid each month by my bank. Unfortunately, Loancare didn't correct process the payments correctly and ended up returning them to my bank weeks after the payments were made. I provided proof of payment from my bank to Loancare for the payments in question. Loancare in the meanwhile reported me to the credit agencies as being delinquent on my mortgage payments for the few months when they were failing to correctly process my payment. I instigated a complaint with them to fix my credit report, and received a letter back saying they had investigated and found the reported information to be accurate ( no explanation was provided ). This is laughable given that they are the ones that lost / didn't properly process the payments I made, which I provided proof of. I have excellent credit and their false reporting is cause me great concern. I will also note so that you are aware that I have submitted numerous customer service complaints to them and this and have received either no response or an incoherent unresponsive sentence back. Their customer service is absolutely abysmal. From my original complaint to them : Hi, I have my mortgage set up to pay automatically via my bank 's bill paying system. My bank makes this payment electronically to LoanCare. For some reason, LoanCare did not properly process my payments for the XXXX or XXXX billing period and then applied my XXXX payment to my " late '' XXXX payment and recorded me as not paying in XXXX. Please see attached proof of payments showing I made these payments to LoanCare. LoanCare did not credit these payments to my account for XXXX or XXXX and then reported me to the credit agencies as being delinquent in my payments. I sent numerous customer service inquiries ( Ticket # XXXX and XXXX ), none of which were coherently responded to, but the late payment fees were removed from my account and I figured it had been sorted it out. Turns out my credit report still indicates that I didn't pay my mortgage for three months. I need this corrected ASAP. Here 's further info from my bank : After reviewing your profile, XXXX, it appears that the payments made on XX/XX/XXXX and XX/XX/XXXX were both returned. A credit was applied on XX/XX/XXXX for {$2100.00} and XX/XX/XXXX for {$2100.00}.
LoanCare provided a check refund on XXXX for these two transfers.
From my checking account, I can see two payments were returned on XX/XX/XXXX and XX/XX/XXXX. My other customer service inquiry tickets have further details but payments were returned to my bank with the note " CR failed. '' Again, I've received no explanation from LoanCare as to how or what happened ( because my inquiries were not responded to ), but I'm piecing this together best I can from my bank records.
Please correct my credit report ASAP as I made my payments on time and LoanCare incorrectly failed to process them. I will be inquiring as to the status of this request in a week.
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| 11/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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The BANK had NEVER recorded the Trust Deed ( security Instrument ).
Originally the loan was with XXXX. I brought this to the attention of XXXX. Instead of solving the problem, they Immediately sold the loan to XXXX XXXX!!! XXXX WAS FULLY AWARE that its was NOT a valid mortgage loan since the TD had never been recorded. They had it booked as a XXXX mortgage loan. It can not be since there is no security mortgage instrument recorded.
When XXXX XXXX took over the loan, I contacted them. I informed them that it was not a valid mortgage loan.
YES, there is a note. I am not disputing the debt. I am only stating that there is no TD that secures the debt to the property which CAN NOT make this a mortgage loan, and as such XXXX needs to know!!!!
When I notified XXXX XXXX they did not know how to resolve this, so they immediately sold the loan to Loan Care.
Once again the loan is booked as a mortgage loan. It is NOT a mortgage loan since there is no security instrument. The REGULATORS need to go in Loan Care and have them re -class this loan. But since they are not in business of making unsecured loans, they have no place to re-classify it on their books. They do not know what to do.
In XX/XX/2021 I SOLD the property. The buyer obtained a new loan and clear title from title insurance company. Since the original loan had NO TD recorded, there was nothing for title to pay off.
The debt is still owed by me, but the property is long since sold!!!!!!
So this Mortgage company tells me I have to place insurance on the property.
I HAVE TOLD THEM IN THIRTY SIX EMAILS AND 25 FAXES THAT I DO NOT OWN THE PROPERTY!!!!!!!!!!!!!
The property was sold last XXXX.
I have called and spoken to 10 different people that keep telling me they will pass the info on to supervisor and somebody will contact me. NOBODY ever has contacted me. No calls, no letters, no response at all from anybody.
They now REFUSE to accept my payment ( which I owe ) for principal and interest. I made the payment for XX/XX/2021 on XX/XX/XXXX. The refuse to credit it!!!!!!!! They claim it was not in the amount sufficient t pay for the insurance.
HOW CAN I OWE INSURANCE ON A PROPERTY I NO LONGER OWN!!!!!!??????
As of XX/XX/XXXX my payment which THEY have in their possession will show as unpaid. They have threatened to ding my credit. I PAID IT!!!!! they have it!!!! they just do not have the extra {$100.00} they claim they want for insurance on a house I do not own and that they DO NOT HAVE A VALID security instrument on.
THEY LEGALLY CAN NOT REQUIRE SOMETHING from me that they have no right to require since there is NO SECURITY INSTRUMENT.
SOMEBODY needs to wake up and do their job.
I need help!!!!!!!!!! Nobody is talking to me. Only threatening me if I dont pay something I do not owe. How on earth am I required to pay for insurance on a property I do NOT OWN.
XXXX NEEDS to be aware that this loan that is on the books as a mortgage, is indeed NOT A MORTGAGE but instead an UNSECURED LOAN.
They need to accept my XX/XX/XXXX payment that was made in full for the exact terms of the promissory note. There is NO TD!!!
PLEASE HELP.
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| 05/04/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/2020 we called the mortgage holder regarding covid concerns in regards to the possibility of one of us being furloughed with loss of wages due to the pandemic. We were advised that could apply for some kind of financial assistance/forebearance plan. We were told by the person on the phone that he would submit a form and we should hear back within a month. We were also advised that if we needed to do a lesser payment at that point in time that it wouldn't be a problem.
A month went by and we had not received any communication so we called the mortgage company again. This person informed us that no application had been filed but that they would do it now. So we went through the process again for 20 minutes.
Another month went by and the same result, we demanded to have a manager call us up to get going on they issue that they now created. After speaking with a manager we waited for another month...
Again nothing, this time we got a callback from their escalation team, the lady name was XXXX XXXX. We have the email correspondence from her. After much back and forth we were told that we would have to refinance with them to get the now 2 payments of {$1500.00} in forbearance.
This was not what we were looking for and the sneaky way they went about it was not professional. We all of a sudden got an email from another person from the mortgage company telling us that they needed our SSN and income, pretty much the same information you give to start a new mortgage application. So I asked what was going on? While they didn't want to answer the question at first they told us that they were putting information together for a new loan without our consent.
Of course then they denied us the forbearance plan and they all of a sudden they told us that our payments were overdue - two ( 2 ) {$1500.00} payments-.
They told us that this had to be brought up to date so we wouldn't get penalized and they started to tell us that we originally had 24 months to bring the balance up to date but because we had spent time on the application that was now down to only a few months.
At that time I felt bamboozled by this company. No one knows anything or gives you really bad advice.
So to put latest problem with them. Our home value has gone from the original value of $ XXXX to over $ XXXX giving us the option to remove our mortgage insurance in accordance to their own guidelines.
When we called and asked for the process to start and pay for an evaluation no one gave us any useful information as usual.
We then got a letter and a check ( attached ) that we had been denied since the loan to value ratio was less than 80 % from the original appraisal. This was exactly why we were paying for the appraisal in the first place.
I have since called several times and got different answers as to why we were denied yet the only thing that haven't addressed is the loan to value?
We have complied with this company for over 2 years back and forth and there is a lack of knowledge and misguidance.
We are current on our payments and our loan to value is above the 80 % they are requiring.
Thank you XXXX and XXXX XXXX
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| 02/16/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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Dear ...., Im writing to you to express my frustration dealing with with LoanCare about my mortgage forbearance. I contacted them before XX/XX/XXXX. At first they asked me to send my SSN, 1040, W2, and 4 pay stubs. I sent everything to them by mail. From this point, I was calling them at least once a week and got the same answer you have to wait and call back. On XX/XX/XXXX they said that they received my mail with the paperwork, they are reviewing it and I have to wait and call back. Thats what Ive been doing. Ive been calling back again and again and I always get the same answer wait and call back. On XX/XX/XXXX they surprised me by saying that my 1040 tax is not signed. I told them that I sent them whatever IRS sent me. I signed it and sent it back to them. I called and then they told me your pay stubs expired. So, I sent new paystubs. I was asking them if they can move the 90 days from the forbearance to the end of the mortgage term. This went on for three months. They did not give me any answer and when I wanted to start paying my mortgage again they said my case is still being processed. They said that I have the right for 6 months. I called again and again to check whats going on. On XX/XX/XXXX, I told them again that I want to start paying my monthly payments. They said to wait for development in my case. On XXXX XXXX they told me that my case was denied because I have good income and I can pay all months and I do not need forbearance. They had blocked my account for submitting payments. On XX/XX/XXXX XXXX I asked when they will unblock my account so I can resume paying. They told me your case was denied because of your low income and you will not be able to pay in the future. The house will be set as pre-foreclosure. I said that I can pay just open the access and they said to call back so I can be redirected to a different department. Now Im getting a lot of mail from them for the preforeclosure. I called back and each time I get a different excuse. I dont understand whats going on. Im the only provider for my family. Because of the pandemic schools were closed so my wife cant go to work. She stays home to take care of my XXXX years old daughter. I contracted XXXX and missed time from work. Eventually my wife and my daughter got infected as well. This has been such a stressful experience. I was asking for the original 90 days of forbearance offered. Because of the epidemic everything was so backed up so they pushed it to more than 6 months. I asked to pay. They refused to give me access to my account and each time I called them they gave me a different excuse. I feel like they are postponing everything for a reason. I speak with an accent but Im an XXXX citizen. Many citizens are struggling with their finances because of this pandemic. Im not the only one. The government created the Cares Act for a reason but it appears that this company doesnt want to follow it. My account is blocked and I have to start to paying my mortgage. I hope you can help me with this situation.
Sincerely, I called him today 3 times each call I have deferent information they close my account
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| 03/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
|
|
Web |
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My lender changed servicer on or about XX/XX/XXXX. I mailed a check to LoanCare ( my new loan servicer ) on XX/XX/XXXX for XXXX 's mortgage payment in the amount of {$3000.00}. I left for an international trip on or around XX/XX/XXXX. I had an agent send a cashier 's check in the amount of {$3000.00} to LoanCare 's PO Box in XXXX for XXXX 's mortgage payment, because Loancare had not sent me the necessary information to set up an online account. When I returned in the middle of XX/XX/XXXX, Loancare said I was late for XXXX 's payment. I called Loancare multiple times in XXXX regarding that cashier 's check and the agents at LoanCare informed me that they had not received the cashier 's check yet. I called XXXX XXXX XXXX to cancel the cashier 's check, but they informed me that the cashier 's check had been cashed. They conducted an internal investigation over the next few months because LoanCare had said they did not receive the cashier 's check. Ultimately, XXXX XXXX XXXX confirmed that the cashier 's check had been cashed by Loancare.
After XXXX XXXX XXXX completed its investigation, I started following up with LoanCare regarding the cashier 's check. On XX/XX/XXXX, I called to follow up on the cashier 's check. The agent told me to send an email to payment research and submit a payment inquiry through their online portal. I did both. I did not hear from them. ( Ticket number : XXXX ).
I followed up with LoanCare on XX/XX/XXXX telling them that I had not received an update regarding my inquiry. I spoke with XXXX ( employee ID Name : XXXX ), and she indicated that the matter had been resolved. She said that one of the checks was credited to the wrong loan number, and that the amount of the check ( {$3000.00} ) was being sent to my current loan servicer ( XXXX XXXX ) as a refund. I told her if she could send me this information in writing because I never received a response, and she said she could not. I told her if I could speak to someone as to why not. She said I would have to submit another inquiry via LoanCare 's online portal. I called my current loan servicer ( XXXX XXXX ) on the same day, and they confirmed they had not received a {$3000.00} credit from LoanCare. I submitted another inquiry via the online portal ( Ticket number : XXXX ).
On XX/XX/XXXX, I followed up with LoanCare again regarding the cashier 's check. I told XXXX ( Employe Id XXXX ) that I submitted the inquiries via LoanCare 's online portal but I have not received a response. My inquiries just sit in limbo. She indicated that that is probably the case because my loan is no longer serviced by Loancare and people are not reading the notes regarding my inquiries. She said she would escalate my inquiry directly with my lender. She gave me a new ticket number ( XXXX ).
I have been talking to multiple service representatives about this issue and no one knows what is going on. I have asked the representatives if I can discuss the issue directly with the payment research department but no one wants to transfer me to them. I am not sure what else to do hear because my issue is not being resolved.
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| 02/23/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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My home is actively in foreclosure, sale date rapidly approaching on XX/XX/XXXX. I have been working all month to try and get them any and all paperwork they need to proceed on a loan modification or a repayment plan, but I am now told they can not proceed because there is not enough time to review my paperwork before this sale. There would be time to review if a hold was placed, or if I had been contacted at all by LoanCare before it was put into foreclosure again, and I was not.
My mortgage company is 'XXXX ', but all my loan assistance and foreclosure dealings are through 'LoanCare '. I have been dealing with this for many months, even more than a year, trying to get things straightened out, submitting all paperwork requested, not hearing from a LoanCare representative, and while waiting for contact, my foreclosure continues.
Over the pandemic, I was put on a Forbearance program. After the forbearance, I was put on a trial payment period. Sadly, one of my trial payment checks did not reach LoanCare in the mail, I was not contacted by phone or email, and eventually my following payments sent started to come back to me. I was contacted by a local law firm that my house was actively in foreclosure.
In XX/XX/XXXX, my foreclosure was stopped, and I was told by LoanCare a loan modification/mortgage assistance application packet would arrive in the mail within 30 days. It did not. I contacted LoanCare and was told it could still be in the mail. My house was once again put in foreclosure ( I received another letter from a local law firm, not LoanCare ).
I again called and explained. I was told the foreclosure was put on hold, and this time I was sent the paperwork and documents requested via email on XX/XX/XXXX. I submitted all documents that day, I was told to wait 3-5 days after submitting.
Since then I have been on the phone every few days, trying to get an update, asking if they need any additional documents to proceed. As of yesterday, XX/XX/XXXX, my request was for a hold on the foreclosure was denied, and my paperwork and documents deemed 'not submitted in enough time to process before foreclosure '. I have requested yet another hold, as the Foreclosure sale rapidly approaches and my family is terrified of being forced out of our home.
There has been little to no communication from LoanCare via phone, email, or mail. My wife and I are employed full time and can afford a monthly mortgage payment. We have a XXXX daughter and we are caretaker for my mother-in-law, who is in the final stages of XXXX. We can not lose our home, and have tried for MONTHS to make right by LoanCare, and feel we are being stalled out, or we are a vicim of 'Duel Tracking '.
I am just desperately reaching out to anyone who might be able to help and be on our side as we do anything to avoid the sale of our house. Please let me know if anything can be done, this has been a very difficult, frustrating, and heartbreaking experience.
One of the most frustrating things is the lack of paperwork, emails, any sort of paper-trail from LoanCare that can prove my willingness to reach a resolution.
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| 11/03/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have a complaint with my mortgage company. We received several monthly statements from Loancare stating we are ahead on our mortgage payment. ( Exp : The XX/XX/XXXX statement stated we were not due until XX/XX/XXXX. ) I called the loancare customer service center to get the correct information and to see why my account is showing Im a month ahead. The woman I spoke with explained it was because they recently bought our mortgage from the other company so it prorated my account for a month, stating we didnt have to make a payment. I asked her several times if she was sure it was because the account was bought out and she proceeded with her first answer, yes! We did not have to make a payment but we could if we wanted to pay a month ahead every month. Our mortgage payment is {$990.00} per month so we decided to go along with the information the woman explained and not pay a month ahead. Then 3 months later, we received a letter from loan care stating we are a month behind on our loan. I called the customer support and it stated I had over {$70.00} worth of late charges and I needed to make a payment immediately. I transferred my call to a CSR and they stated it was from a reversed payment on my account in the amount of {$1000.00}. The reversed payment was where the CSR had posted another families payment to my account instead of the correct account. Putting both families behind on their mortgage. I asked to be transferred to a manager and the floor manager exp it was a mistake on their end and the first woman I spoke with told me the incorrect information. They also stated it was very easy for them to confuse the account # 's and post to the wrong account. But the manage my mortgage loan?? I told them I would call them back once I got home and got all my statements in line. My fiance ' and I called back to explain we were told by choice not to pay the account and we would still be current but no one wanted to hear our side of the story. We asked to speak to several managers and the CSRs couldnt get us any further than the floor manager, which he was very rude. Even went as far in comparing how he pays his truck payment on time and cant skip a payment and get away with it. I explained I didnt need him comparing himself to me and how we pay our bills. He also stated we should have ignored the monthly statements they sent us for those 4 months showing we were a month ahead, even though I contacted them and verified that information. How can you ignore your mortgage loan statement? He was very rude and didnt want to hear what we had to say. They did agree to waive all the late fees since it was an error on their end but wanted us to mail them the " past due '' payment plus the next month coming up, totaling {$2000.00}. We explained we feel we shouldnt have to pay for their mistakes all at once and his reply was " your not paying for our mistakes, your paying for your mortgage. '' Understand, we will pay our debts without a problem, but I called and verified TWICE, before skipping the payment, that we were not going to be held late if we didnt mail a payment in.
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| 09/04/2017 |
Yes |
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- Trouble during payment process
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Web |
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I filed on this company and practices before CFPB # XXXX and if you research that number you will see that they also report that my second tax payment was {$2600.00} with is all that XXXX county property tax people reporting they paid. But Loancare is reporting they paid {$2900.00}. Around XX/XX/XXXX I received my property tax bill with an amount due of {$2900.00}. I went online to pay my mortgage and noticed that Loancare was only setup to pay {$2600.00}. Which means that my taxes would have been {$230.00} short. So, on XX/XX/XXXX I paid the {$230.00} so that my taxes would not have a shortage. I then emailed Loancare a copy of my receipt showing the payment of {$230.00}. I received a number for Loancare XXXX show that they received my email. I checked back with XXXX county property tax website and Loancare website periodically just to see if my taxes have been paid yet. I noticed that on XX/XX/XXXX Loancare was reporting it had paid my property taxes in the amount of {$2900.00} which because I paid 2 days earlier what would have been a shortage was no longer the amount due. So, I called XXXX county to see if they had been overpaid because their website was not reporting that Loancare had paid anything.The customer service rep. did not see a payment at all on that day. So, I called Loancare on XX/XX/XXXX and talked with XXXX # XXXX about what now looks like an overpayment and that XXXX county says it have not received that payment that there saying they paid. He assured me that they had sent the payment and that maybe it just had n't posted yet. But, he would send a request for the overpayment amount of {$230.00} and to give them until XX/XX/XXXX to have some answers for me. I called Loancare back on XX/XX/XXXX and talked with XXXX # XXXX. She told me that they were still working on the request and to give them a little more time. So, I gave they more time but, continued to monitor my accounts. I noticed on XX/XX/XXXX on the XXXX county website that a payment was made in the amount of {$2600.00} on XX/XX/XXXX. Which now mean that the date XX/XX/XXXX and the amount {$2900.00} that Loancare is reporting is incorrect and now there is {$230.00} missing for my account. Which is now theft. So, I again called Loancare on XX/XX/XXXX and talked with a supervisor named XXXX XXXX who 's direct line number is XXXX. She told me she would look into my issue and get back with me tomorrow. She never called back or would not even answer or return my calls. I called customer service back on XX/XX/XXXX and talked with XXXX # XXXX and she told me that she did n't see a request for a refund but she would file one for me. I then asked for her supervisor and she gave me XXXX # XXXX direct line number XXXX. She put me on hold and called XXXX county property tax company which they confirmed everything I said to her. She then told me that she would do an investigation and request the front and back of the check they sent out and to give he a couple of dates. I have not heard for her as of XX/XX/XXXX and my account is still reflecting the missing {$230.00} out of my escrow account
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| 11/30/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Subject : Urgent Complaint Against LoanCare for Negligence and Inadequate Response to Data Breach Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against LoanCare, a subsidiary of XXXX XXXX XXXX ( XXXX ), due to their mishandling of a recent data breach and subsequent failure in customer service and communication.
Incident Overview : On Tuesday, XX/XX/2023, I attempted to make my mortgage payment before the due date. I found LoanCare 's website to be non-functional, with no communication or notification provided regarding the service disruption. Additionally, efforts to reach customer service via phone were unsuccessful, met only with automated messages and no option to speak with a representative.
Discovering the Data Breach : It was through independent internet research that I became aware of a cybersecurity incident involving XXXX XXXX XXXX. XXXX reported that XXXX, one of the largest real estate services companies in the U.S., experienced a cyberattack affecting its subsidiaries and customers, causing widespread confusion and uncertainty. Despite this public disclosure, LoanCare failed to communicate any information about the incident to its customers, including the potential risks to our personal and financial data.
Continued Service Failures : On a subsequent date, LoanCare notified customers that the payment system was back online, requesting that we re-enter our banking information. This request, in the context of a potential data breach, seemed extremely risky and inappropriate. Repeated attempts to make a payment over the phone were again met with no live support, only automated messages and abrupt disconnections. Additionally, please reference this link which demonstrates LoanCare has been down for many people still ( including myself ) despite them indicating last night on XX/XX/2023 that the website was back up and running : XXXX XXXX XXXX Impact and Concerns : The lack of transparency and customer support from LoanCare in the wake of a serious data breach is alarming. My primary concern is the security of my personal and financial information, as well as the potential negative impact on my credit due to inability to make timely mortgage payments despite my repeated efforts. The lack of a clear response or guidance from LoanCare has left me and undoubtedly many others in a precarious and vulnerable position.
References and Reporting : XXXX has extensively reported on the XXXX data breach, revealing the scale of the incident and the lack of effective response from the company and its subsidiaries. This information, alongside my personal experience, paints a worrying picture of LoanCare 's negligence and insufficient customer service protocols.
I urgently request that the Consumer Financial Protection Bureau investigates this matter thoroughly. It is critical that companies like XXXX ( and its subsidiary, LoanCare ) are held accountable for their actions, especially in incidents involving sensitive customer data and financial transactions.
Thank you for your attention to this serious matter.
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| 02/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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CFPB Complaint XX/XX/XXXX Re : XXXX XXXX/XXXX/LoanCare After years of research and discovery and many complaints, we had learned that XXXX XXXX took full advantage of holding in escrow monies that were awarded to us after our XXXX XXXX Company of Texas had issued a settlement check to both the loan holders and XXXX in the amount of XXXX.
XXXX held these funds in escrow for XXXX years or 44 months in XXXX amounts-with distributions of XXXX and XXXX.
It has to be noted that this check had no relationship to the damages our home sustained in the devastating XXXX hail storm-these were personal settlement funds that were also unrelated to any mediated damages years after the storm.
We also have proof from a complaint with XXXX XXXX that the bank had informed them that these funds were related and were claim-related funds that had been added, bringing the initial inspectors ' report of XXXX to XXXX. Since our repairs exceeded XXXX XXXX XXXX had placed our project into a new category that required greater scrutiny and inspection, also a 100 % completion rate was needed, in the end, our project reached only 94 % ( after the roof and interiors work ).
XXXX also contacted the final inspection company to ask them unbeknownst to us that a second claim for flood damage is added to our inspection-still while holding XXXX in escrow.
By doing so we have been told that this represents both insurance and mortgage fraud. We also reported this fraud to the FBI since it involves funds over XXXX.
Since these actions of the bank had gone beyond their fiduciary duties and violated our loan agreement we sent a letter on XX/XX/XXXX to enter into arbitration to deal with our complaint that the bank had only their best interest involved and had devised several methods in which they held personal funds for the bank best interests and profit. The bank had no legal grounds to hold these funds in a low-interest of 2 % account in the first place period.
The bank responded to our complaint on XX/XX/XXXX. XXXX claiming that they had done nothing illegal and that my account loss/draft was handled properly and our previous complaints in asking for 10 % interest were denied multiple times. They did not respond to our request to enter into arbitration. The bank continues to ignore accusations that they had indicated to XXXX XXXX inflated repair costs and misdirected these issued funds for years.
Today we received a letter from XXXX XXXX dated XX/XX/XXXX that the mortgage had been transferred to them from LoanCare.
So our complaint is that in order to deal with our more incendiary earlier complaints of fraud the bank decided to get rid of us bypassing our loan clause to a new servicing lending bank.
In turn, this will not allow us to have our complaints to be heard in any arbitration proceedings. We are still open to any kind of settlement discussions with XXXX but if not we will still submit our complaints to the authorities who handle these issues.
What the bank did to us was wrong, very wrong but now to 'Sell us Down the River ' is inexcusable and disgusting.
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| 09/25/2021 |
Yes |
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Web |
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I started having issues in XX/XX/XXXX. Loancare sent me a payoff statement with an incorrect amount. After the first cashier check, I did three more attempts to do a payoff but every payment via cashier check or wire transfer had been declined. The amount wasn't applied to my balance and they started to charge me a late fee. I can call 5 times per day and every time get different answers with a promise that everything will be fixed tomorrow.
After I confirmed with customer service representatives on XX/XX/XXXX the final amount that will satisfy my payoff, I called the bank and arrange the wire transfer I can submit a copy of the bank statement ). My wire transfer has been received the same day and was confirmed by Loancare customer service. I called back the following because hadn't noticed any promised changes on my Loancare account. Cashier check and wire transfer payments were sitting on my mortgage account but never been applied to my balance. Customer service keeps saying the amounts are incorrect.
Also, auto-draft has been cancelled per Loancare customer service advice because they have received the payoff amount.
Then, I started getting letter about foreclosure. Customer service told me they never sent me any foreclosure letters and have no idea what I'm talking about, and I have to disregard the XXXX foreclosure letters. So, after several attempts to make a payment, money has never been withdrawn from my account. They keep saying no errors found and they don't know what's going on. I called to foreclosure counsellor and she tried hard but wasn't able to move any further and recommended to file a complaint.
This is one of the examples calling to Loancare, XX/XX/XXXX.
Transferred to XXXX with a customer service team Final payments over the phone are not possible and have to be certified or wire and I've already tried both with a payoff quote.
Payoff amount on payoff quote was in XXXX XXXX XX/XX/XXXX {$450.00} and {$230.00} on XX/XX/XXXX GT XX/XX/XXXX {$350.00} matches the payment received on XX/XX/XXXX and should have been ok.
XXXX says in his system that it was just a check in the post office box- when it was a wire ( {$15.00} has been paid and shows on my bank statement as a wire transfer ).
Transferred to and spoke with XXXX - management I explained again to XXXX that this is Loancare 's mistake on how they coded the payment and how do I get past it. She went silent and looked like she was still on the phone for about 7 minutes and then disconnected Called back and spoke with XXXX There are notes on the account regarding payoff and wire She is trying to get XXXX or her supervisor back on the line Spoke with XXXX employee ID # XXXX and explained again XXXX said she has escalated again to a different team that handles unique issues and someone will call in 24-48 hours and XXXX noted the file that it is Loancare 's mistake.
They've been escalating the issue for the last month dozens of times. I can talk to 4 different people on the same day and get 4 different answers with a promise to call me back tommorow and it never happened.
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| 09/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My mortgage was with XXXX XXXX, who went bankrupt. The mortgage was purchased by XXXX and is now serviced by XXXX.
I did not receive my paperwork with the new loan number before my XX/XX/XXXX mortgage was due, so payment went through referencing the XXXX loan number.
My payments are automated via a XXXX through my financial institution, XXXX XXXX. My loan is for {$400.00} and my payment is {$410.00}.
My XXXX and XXXX payments were not applied to my mortgage. I began calling Loancare in XXXX.
My mortgage is due the XXXX of every month.
I received notice of Servicing Transfer dated XX/XX/XXXX stating my mortgage is {$400.00} and where to send payment. This came after my mortgage was already sent XX/XX/XXXX XXXX {$410.00} sent ) I changed the loan number on the new payee in my XXXX at XXXX.
About the same time I received a copy of the bankruptcy filing for XXXX XXXX XXXX.
XX/XX/XXXX I received a payment reminder for {$400.00} plus {$11.00} which was the difference in my escrow account.
I mailed a payment for {$11.00} with the new loan number.
My XX/XX/XXXX statement from XXXX arrives XXXX dated XX/XX/XXXX and due XX/XX/XXXX ) and shows me behind {$400.00} and no receipt of my escrow monies. I called and asked them to investigate. I spoke to XXXX who asked me to send her a copy of the payment transmittal from XXXX. I sent this to an email she gave me, payment XXXX. I was told I would get an ticket # upon receipt of the email. I did not get a ticket number and no one replied to my email.
My payment for XX/XX/XXXX had the new loan # on it for LoanCare.
XX/XX/XXXX I am told by XXXX that he put in a request to have those XXXX payments reversed from my original loan number to my correct, new loan number. He says it will take 7-10 business days and should happen around XX/XX/XXXX and to check back then.
XX/XX/XXXX I get an letter from Loancare about my missed mortgage payment and paperwork for mortgage assistance to avoid foreclosure.
I contact my financial institution, XXXX XXXX to verify that these payments are indeed being sent. XXXX steps up and agrees to contact LoanCare. XX/XX/XXXX I receive a letter back from XXXX stating that LoanCare was " unable to release information to third parties. '' XXXX also included a copy of the XXXX payment transmittal to Loancare. Payment date, XX/XX/XXXX plus all electronic trace numbers associated with the payment.
My statement from XXXX dated XX/XX/XXXX for payment XX/XX/XXXX arrives and shows me being {$810.00} behind in payments. It does show the payment of escrow for {$11.00} was paid and received XX/XX/XXXX.
I call Loancare again and I speak to XXXX. She told me I was given the wrong email address to research my loan payments. She said I needed to contact XXXX and ask for a research request. She said this would make a request for reversal of payments into my current loan.
I called on XX/XX/XXXX to check on the reversal, I was told they BEGAN the reversal of XXXX payments on XX/XX/XXXX.
Last week I received another statement showing me {$1200.00} past due in my mortgage payments.
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| 09/26/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I am writing to request an investigation into mortgage servicing practices by LoanCare financial products.
I originally purchased a mortgage on my house with XXXX XXXX XX/XX/XXXX. I purchased a USDA loan which was explained to me at the time of settlement as having a higher interest rate than an FHA mortgage, but did not include any type of PMI in that particular type of loan for the life of the loan. Additionally, I find nowhere in my agreement where a PMI/XXXX fee may be instituted upon purchase by a new servicer. However, at settlement I paid {$3200.00} towards XXXX fees/PMI at the monthly rate of {$55.00}, which should have been amortized over the first 4.9 years worth of payments if I did have a PMI or XXXX fee associated with my loan. Additionally, the HUD-1 paperwork clearly breaks down my first few payments ( principle, interest, escrow ) and the space for PMI is blank because my loan did not have a PMI associated with it.
Since then my mortgage has been sold twice. I had no issues with the first XXXX mortgage companies. The third mortgage company purchased my mortgage XX/XX/XXXX and immediately began charging my escrow account for XXXX/PMI. I was not aware of this as my monthly statements do not break down my escrow payments according to where my escrow is paid out. I was not made aware of this until XX/XX/XXXX when LoanCare sent me a letter stating that my escrow account was going to be short for year-end payments, and that I owed an additional amount that I could pay all at once or have included in my monthly mortgage statements ( a monthly increase ).
I contacted LoanCare on several different occasions questioning the new fee and requesting to speak with someone responsible for PMI/XXXX to refund and discontinue the PMI/XXXX fee. Their customer service representatives refuse to transfer me to either a supervisor or someone responsible for this new fee ; and when I do eventually get frustrated and transferred I am always placed on hold for 10 minutes before being routed to a voicemail system. I never receive calls in response to the messages I leave.
My statement arrived in the mail for this month, and without my consent my monthly payment has been raised to account for the money that has been misplaced from my escrow account. I called the customer service line, and the rep refused to transfer me to someone who could issue me a corrected statement at my normal monthly amount since this will be my last payment with LoanCare as my mortgage provider. Once again, after becoming increasingly agitated at the lack of respect and customer service I was placed on hold and sent to another voicemail answering system.
This is the worst service I have ever received from any financial servicer. I am so frustrated that I am in the process of refinancing with a new mortgage provider. Multiple knowledgable parties have reviewed my original loan agreement documents and all are in agreement that what is happening here is theft.
I will also be contacting FHA and USDA to advise that they investigate LoanCare as servicers of their loan products.
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| 01/26/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX XXXX XXXX XXXX, Loan Care sent an Annual XXXX Account Disclosure Statement that said we had an XXXX shortage of {$3000.00} and our mortgage payment was going from {$2700.00} up to {$3100.00}. ( XXXX Statement Attached ) We called multiple times and they were unable to provide a reason why and said that it must be the taxes increase. The customer service rep recommended we call the County.
We then contacted XXXX XXXX, XXXX XXXX Treasurer. She confirmed that our taxes had not increased and had gone down. XXXX XXXX XXXX, Loan Care had sent an extra payment for {$2700.00}. ( See attached print out signed by XXXX XXXX ). A refund was issued to Loan Care XX/XX/XXXX.
Loan Care customer service agent could not find the extra payment they made in their system even after the proof provided by the County Treasurer. There is no one to speak to in the Tax Department because it is outsourced. The only number is the customer service line and there is no one to escalate any issues to. They do not have access to any information we are told only what is in their notes. They said they were reaching out to the county and no one was responding. XXXX XXXX logs all their calls and emails and no one at Loan Care ever reached out.
Loan Care stated they did not receive the XX/XX/XXXX refund issued by XXXX XXXX with Adams County. Another payment was then issued to Loan Cares payment processor directly in XX/XX/XXXX. XXXX XXXX printed and mailed the check in front of us.
On XX/XX/XXXX another Annual Escrow Account Disclosure Statement was mailed with a surplus check amount for {$320.00}. ( Attached ).
We sold the property on XX/XX/XXXX and Loan Care said that they received the funds on XX/XX/XXXX.
The closure escrow statement has a misc escrow line amount removed from the total of {$2700.00} ( the amount of the overpayment/refund issued by XXXX XXXX ) . When I called to ask what this was they said it was because we were refunded that amount but had not received anything. There is nothing they can do about that we are told and then they said it was because we owed taxes through XX/XX/XXXX but the property sold.
The balance in our escrow account prior to the sale of the home, that should have been refunded was {$640000.00}. They have overpaid our taxes and are now stealing the overpayment from us twice that has been refunded to them.
We have sent messages with this chain of events and called multiple times. The customer service agents that answer the phone only have access to basic information and can not resolve or look into our issue. We are told something different each time we call.
Every day for almost XXXX years Loan Care sent a XXXX XXXX driver to my home that rang the doorbell and left an envelope with a solicitation letter to refinance, even while all this was going on. It felt predatory. I asked them to stop and they did not. They must have spent the amount of the overpayment or more just on sending XXXX XXXX to my home.
I would like to have this is resolved and the correct escrow refund issued and to be done with this loan servicer.
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| 03/12/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My name is XXXX XXXX XXXX and XXXX XXXX XXXX, We bought our first home in JXX/XX/XXXX. A year later our payment went from XXXX to XXXX. We struggled to get our payments because of how high our payments were. We went under loss mitigation and we were able to get back on track. We have been having problems with XXXX XXXX XXXX since we bought the house. Finally, my husband was offered a job in XXXX XXXX. We put our home for sale but could not sale before we left in XXXX, XXXX. We decided to take it off the market and we rented the house to a family that we new because they were in need. We found out that our tenants were dealing and doing drugs in our home and that was a violation of the agreement. We evicted them and they stopped paying and retaliated against us and vandalized and ruined our home. We were not able to make both our mortgage and our rent payment in XXXX. We started getting behind on our home in XXXX, so we put it back on the market so we could just try to sell our home as is, and as soon as possible. We tried to contact loan care about our situation but of course they did not care. Since we already did a loss mitigation we were not allowed to do another one, so we didn't know what else to do, soon after that we got a letter from a lawyer that we were needing to pay the back pay and pay the attorney fees. We could not pay, we tried contacting the Lawyers and they would not talk to us. We tried to give payments that but Loan care declined our payments. They wanted the whole amount but we could not afford to pay the whole XXXX at once, and we could not afford a Lawyer so we were on our own and we did not know what to do so we prayed that we would find a buyer before we went into foreclosure. Than, we had a buyer but our airconditioner broke and we did not have XXXX to get that replaced so the buyer backed out. We were devastated, a few weeks went by and we kept trying to contact the mortgage company but we could not get any help from them. Finally we saw hope, we had an XXXX Investor that was going to pay what we owed plus the Lawyers fees and they were gon na have someone rent the home, but the payment was so high that they decided not to go ahead with the deal. We had till XX/XX/XXXX and since we were out of time and they would not talk to us, we lost our home. No notice or even a chance to try to short sale. Within this time of foreclosure, struggling financially. My wife lost her job and we ended up losing our home and I am a XXXX and in the XXXX XXXX of the United States and I work in a high security job with a security clearance and now I am in jeopardy of losing my job. I can't believe that being a veteran and giving my whole life to the United States that my family and I could be treated this way. I tried to seek help multiple times from this Mortgage company but would not help us in any way. I am not sure that there is really nothing I could do since we have already lost our home but I am just wanting to seek some kind of help in filing a suit or an investigation on this mortgage company.
Thank you, XXXX and XXXX XXXX
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| 07/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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I have a va loan on my home at XXXX XXXX XXXX in XXXX XXXX, serviced by Loancare LLC.
Loan number XXXX I made all my payments on time and have proof of this in the form of electronic records with payment verification and canceled and cleared checks. ( attached ) In XXXX of XXXX they sent me a notice that I was in default and they were beginning foreclosure.
I sent them a 'notice of error ' with proof every payment was made on time on XX/XX/21, by certified mail to the executive vice president. ( copy attached ) I have proof that she got it as she signed for it. I got back a letter showing my payment history that was incomprehensible and shows basically that every payment was received ( it is shown on the history ) but it was 'miscredited. ' ( copy attached ). I can't reach anyone who has any idea what the entries mean, what it means for the payments to be 'micredited, ' or where the money went. They say their computers still show the payments have not been made even though their payment history clearly shows I did make them, they got the money, they simply 'micredited it. ' The payment history also shows the account is in forebarance. I never approved of this and I wouldn't have known if it hadn't been on the records. This is a bad mark on my credit and they shouldn't be allowed to say it if it isn't true.
I have called many times. Their phone reps claim that there is no record of my letter or proof of payment history, which I sent them three times by snail mail and twice by email. I can conform all of this. But they tell me it doesn't matter because they don't have any authority to make any changes even to make it match their own payment history. No one can give me anyone who knows anything.
As of XX/XX/2121, They are still reporting me as in default on my loan to all three credit reporting agencies, so they have ruined my credit. This is important because I run a XXXX XXXX and I back my business credit with my personal credit. Because of their reporting, I have been turned down for a critical loan for equipment that my business needs to operate. This is causing extreme hardship for me.
I have numerous other complaints about the company regarding the way they do business. They have a computer that makes robocalls every hour, all day and all night, but doesn't say anything except give a recorded message to call the company. As soon as their records showed I was late ( even though I wasn't ) they cut off my access to the website so now when I try to log in a get a message the account is frozen and I need to call in. i feel it is extremely dangerous to call the company because they require you to punch in enough informatoin that anyone who is monitoring calls can steal my identity from this information ( including full ssan, address, phone, email, and a large amount of confidential information ). This doens't go to a person, it is just punched in and if you don't do it, it won't let you talk to anyone. This makes it impossible to do anything with the company except by mail and they don't appear to respond to mail correspondence..
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| 11/06/2023 |
No |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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|
Web |
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I am writing to file a formal complaint against LoanCareXXXX XXXX XXXX , a mortgage loan servicing company, for multiple violations of the Fair Debt Collection Practices Act ( FDCPA ) and other regulatory requirements. My experience with LoanCare/XXXX XXXXXXXX XXXX has been characterized by a persistent failure to respond to debt validation requests, unlawful threats of foreclosure, and the initiation of debt collection actions despite my attempts to resolve the situation.
My specific concerns and the sequence of events leading to this complaint are as follows : Failure to Respond to Debt Validation Requests : I have sent multiple debt validation requests, along with an affidavit, to LoanCareXXXX XXXX XXXX through various channels, including certified mail, requesting verification of the debt. Despite my diligent efforts, I have received no proper response or validation of the debt, as required by the FDCPA. I am deeply concerned about the validity of the debt, and LoanCare/XXXX XXXXXXXX XXXX XXXX failure to respond is a direct violation of my rights as a consumer.
Unilateral Transition to Online Statements : I never signed up for online statements with LoanCare/XXXX XXXX XXXX and had been receiving paper statement coupons via USPS as a reliable method for tracking my mortgage account. However, without my consent or notification, they unilaterally transitioned to online statements, depriving me of these essential documents and undermining my ability to monitor my mortgage account accurately.
Threats of Foreclosure : Despite my genuine attempts to resolve the issues surrounding my mortgage, LoanCare/XXXX XXXXXXXX XXXX initiated threats of foreclosure, causing considerable XXXX and XXXX. These threats have been made without proper communication, negotiation, or adherence to regulatory procedures. There is a record of this being common practice and pending class action lawsuit against XXXX a subsidiary of LoanCare/XXXX
Debt Collection Agency Involvement : To my astonishment, I recently received letters from a debt collection company threatening foreclosure proceedings, even after I sent a payment on XX/XX/2023, via certified mailing ( USPS Certified Mail Mailing Request XXXX XXXX ). This further raises questions about LoanCare/XXXX XXXXXXXX XXXX XXXX unethical and unlawful practices.
I request that the CFPB conduct a thorough investigation into the actions of LoanCareXXXX XXXX XXXX to ensure that they are in compliance with the FDCPA and other relevant regulations. I believe it is essential to hold LoanCare/XXXX XXXXXXXX XXXX accountable for their actions and the harm they have caused.
I have attached relevant documents, including copies of my debt validation requests, the affidavit, certified mail receipts, and any other pertinent information for your review.
I appreciate your prompt attention to this matter and your commitment to safeguarding consumer rights. Please keep me informed of the progress of this complaint and any actions taken by the CFPB in response.
Thank you for your assistance in addressing this issue.
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| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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This is in regard to the entity known as XXXX XXXX / Loancare & specifically their website https : //XXXX.myloancare.com I currently have two mortgages that this entity has acquired. Both mortgages are current but in forbearance with that period to end for both accounts the end of this month which is the 1st 90 day period of forbearance requested. Just like their prior iteration as XXXX XXXX they footdrag, XXXX or deliberately set a client up for problems. I just received two separate mailings from them stating I needed to notify them as to if forbearance period was adequate or I need additional time. They stated request has to be made no later than XX/XX/2020. I just finished wasting over an hour & a half on their website. In addition to website not fully functioning it only allowed one mortgage account to be listed when registering. I did that and went to create a second registration for other mortgage creating new User ID & password along with mortgage account #. It accepted registration, went to next page and states to go to initial account and add second mortgage. As I stated earlier website is not fully functional. When I went back and logged in using first account credentials I get message " Our records indicate that your loan is currently 30 days or more past due. To assist us in better servicing your account, please provide us your reason for the delay in making your payment.
Delinquency Reason : " None of my accounts are past due!!! Forcing you to make selection choice which is not " forbearance '' or " Covid 19 ''. None of these buttons are active ; i.e., working. There is no way you can add another mortgage account number or other information.
My Account My Statements Make a Payment My Profile Account Services In short, their website is not fully functional which I believe is deliberate.
So here 's how I'm going to deal with this. As XXXX Loancare denied me the ability to extend my forbearance any other way consider this complaint to be a demand for extended forbearance for 90 days on both account # 's : XXXX & XXXX. Furthermore I will NOT engage further with your website as I do not trust or expect anything this entity ( s ) to do to be in the interest, letter of or spirit of the CARES Act & forbearance. I will conduct all further engagement with them via USPS mail. In addition, I will not accept any calls from them & will deem any call from them henceforth to be of a harassing nature & will treat as such. You tried calling me twice on XX/XX/XXXX & XXXX. I have no intention of engaging on phone after what happened with XXXX XXXX ever again. XXXX/Loancare, you want something or have questions ; put it in writing & mail it. You've got my mailing address. I will also forward a copy of this to my attorney. I will also contact the Federal & State authorities about this matter. I have had it with XXXX/Loancare & I'm not going to tolerate this XXXX from you. While I have every intention of paying my debt I did not agree to nor will I put up with this. I went thru all the abuse with XXXX XXXX. I'm not going there again!!!!!
|
| 08/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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My mortgage was transferred from XXXX to LoanCare, LLC XX/XX/XXXX. I was advised to send my payments to LoanCare at XXXX XXXX XXXX, VA XXXX. About 2 months later, I received a large envelope from XXXX XXXX XXXX XXXX stating that my loan number had been changed and to send my payments to XXXX XXXX XXXX XXXX, CA XXXX. I updated my electronic billpay accordingly. When I began receiving actual mortgage statements again, they were from LoanCare, LLC and they do not list any mention of Podium Mortgage. I figured that my loan had again been sold so I switched back to my LoanCare billpay for my electronic payments. What I failed to realize was the the mortgage number was different and there was a different address listed ( the one in XXXX ). For many months, my electronic payments have been received by LoanCare and deposited to my mortgage account even though the loan number and address on my billpay was different, until XXXX of this year. On XXXX XXXX, I received a delinquent notice from LoanCare. I immediately called and they advised me to send a bank statement and tracking number of the payment that was taken from my account. I sent the bank statement to LoanCare on XXXX XXXX and was given a Ticket No. to reference for all future calls/correspondence. I submitted the bank statement, proof of payment ( copy of the front and back of the deposited check, along with the tracking number. I have called a total of 7 more times and explained all of this to each representative who each give me completely different answers as to when this may be resolved. Last weekend, I received a large envelope from LoanCare stating that I was two full months delinquent in paying my mortgage and they they would be turning my over to collections for failing to pay and or communicate with them regarding this issue. I paid my XX/XX/XXXX payment to the correct address and identified the correct loan number and it was taken from my account on XXXX XXXX. During my last conversation with a representative, I was told that the ticket had n't even been assigned, no response as to how to handle the collections issue and refused to let me speak to a manager, someone in the Escalated Research Dept., or legal dept. I filed a complaint with the Dept of Consumer Affairs and a representative called on my behalf with the exact same results. They refused to escalate the call to anyone who could answer any questions. I was told I would get a call back in 48 hours. It has now been 4 days and yet again, I have heard nothing from them. I have all my documentation with names and ID numbers of the representatives I have spoken with, some who have confirmed that they have all my documentation. I do n't understand how they can steal my money and turn me into collections. I have made every attempt to resolve this matter to no avail. I have all the documentation that I would be happy to share with you if you need it for further evidence. Please help. This company is a predatory monster. I did n't choose to have my loan with them and I have no way out since they are ruining my credit.
|
| 05/20/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Dear Sir/Madam, I hope this letter finds you in good health. My name is XXXX XXXX XXXX, and I am writing to you today regarding a matter of grave concern. It pertains to an unexpected and, in my view, unfair and unjustifiable increase in the interest rate on my mortgage, administered by my mortgage servicer, Loancare LLC account number XXXX.
In light of the economic circumstances caused by the COVID-19 pandemic, I was fortunate enough to benefit from the provisions of the Coronavirus Aid, Relief, and Economic Security ( CARES ) Act, which allowed me to enter into a forbearance agreement on my mortgage payments. The forbearance period, which lasted for 26 months, was a great help during the financial strain caused by the pandemic.
However, after coming off forbearance, I received a modification notice from my current mortgage servicer, [ loancare ], stating that my mortgage interest rate had been raised from 3 % to a staggering 7 %. The modification letter offered no clear justification for this steep increase, nor was there any communication indicating such a change during or before my forbearance period. I proceeded to call loancare the current servicing company to complain about this increase. The initial representative asked me to reach out to the VA because they canceled the provision that allowed for the balance of what was owed to be put at the back of the loan ( partial claim ). However, I explained that I got off forbearance before the cares act ended in XXXX last year and before the VA stopped offering partial claims. I explained that the previous servicer ( XXXX ) was actually working with me on the partial claim modification before my loan was sold to them. Loancare insisted I pay the 7 percent or sell my home.
This abrupt increase in the interest rate significantly affects my ability to maintain my financial stability and meet the repayment schedule. I am especially concerned because, as per my understanding of the CARES Act and subsequent regulatory guidelines issued by the CFPB, my mortgage servicer should not make such drastic changes without adequate notice and reasoning. I also understand that any increase in interest rates should be in line with my original mortgage contract or stated in the forbearance documents, which in my case does not sanction such a drastic hike.
I kindly request the intervention of the CFPB in this matter, given the potential violation of the regulatory framework governing mortgage forbearance under the CARES Act. I would like to understand the reasons behind this increase and whether it complies with the provisions of the CARES Act and relevant mortgage laws.
Enclosed with this letter, you will find a copy of the notification I received from Loancare, outlining the increased interest rate, along with a copy of my original mortgage agreement.
I appreciate your immediate attention to this issue. It is my hope that, with your assistance, I can address this with my mortgage servicer and arrive at a fair and equitable solution.
Thank you for your time and consideration.
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| 06/29/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Request for Urgent Intervention - Unfair Mortgage Servicing Practices by LOANCARE To whom it may concern, I am writing to you as a citizen of California and a veteran of our XXXX XXXX, to seek your urgent intervention concerning what I believe to be unfair practices carried out by my mortgage servicing company, LOANCARE.
I purchased my home using my VA benefits. In XX/XX/2023, I lost my job, which resulted in missed mortgage payments. I immediately notified my lender about my situation and complied with all their requirements for financial hardship assistance. My VA representative guided me to request special forbearance, which I did, but there was no response from my lender.
On XX/XX/2023, I was gainfully employed once more, and I sought to discuss options to bring my loan current. I received no response, and instead, I was informed that my loan was transferred to a new servicing company, LOANCARE.
Upon receiving my first paycheck from my new employment, I tried to make a mortgage payment online. However, I was unable to, and when I reached out to LOANCARE, I was informed that I had to pay the entire outstanding balance plus an additional {$25000.00}. This response was unreasonable and unjustified considering my previous and current circumstances.
I believe that LOANCARE 's lack of communication, refusal to engage in loss mitigation, and unexplained increase in the payment amount violates the Consumer Financial Protection Bureau 's ( CFPB ) mortgage servicing rules under the Real Estate Settlement Procedures Act ( RESPA ) and the Truth in Lending Act ( TILA ). According to these regulations, as long as I can afford to pay a mortgage, and have expressed a desire to do so, it is within my rights to explore options for alternative payment plans, forbearance, or modification.
Furthermore, LOANCARE sent a letter dated XX/XX/2023, requesting certain information by XX/XX/2023 - a deadline impossible for me to meet as I only received the letter on XX/XX/2023. This late communication, I believe, is a violation of RESPA, which requires mortgage servicers to respond in a timely manner to borrowers written notices of error or requests for information.
Despite the challenges I have faced, I am committed to fulfilling my obligations and seek a reasonable chance to rectify my arrears. I am reaching out to your office because LOANCARE 's practices are denying me my rights as a homeowner and a veteran.
Given these circumstances, I implore the California Financial Protection Bureau to investigate this matter urgently. I kindly request you to help me engage LOANCARE in a meaningful dialogue to reach a fair arrangement that allows me to repay my missed payments through the special forbearance process. Moreover, an examination into LOANCARE 's practices may also help protect other homeowners in our state from similar unfair treatment.
Thank you for your attention to this matter. I trust in your office 's commitment to uphold the rights of consumers like me, and I look forward to your response and assistance.
Sincerely,
|
| 07/01/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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We purchased our home in XX/XX/XXXX with our first mortgage payment due on XXXX/XXXX/XXXX. In XXXX XXXX, LoanCare, LLC purchased our loan. When we closed in XX/XX/XXXX, both our property taxes and hazardous insurance were paid for the entire year. Our estimated monthly payment was supposed to be {$2500.00}. We paid this amount XX/XX/XXXX thru XX/XX/XXXX. In XX/XX/XXXX, we receive a letter indicating the MI was inadvertently missed on the monthly payment. Monthly payment in XX/XX/XXXX went to {$2800.00}. We received another letter indicating that because there was a shortage, additional payments were needed to catch up. Upon review, we noticed that the MI had been included but the property taxes had been missed. Then we noticed that the property tax amount charged was incorrect. On XXXX XXXX, XXXX, we submitted an online inquiry to Loancare, XXXX, detailed all payments made to date, included a correct calculation of our monthly bill [ ( {$2000.00} principal and interest ) + ( {$270.00} MI ) + ( {$410.00} property tax ) + ( {$41.00} haz insurance ) = {$2800.00} ] and attached our current property tax bill to confirm the information. We asked that the property taxes be adjusted to actual, a new monthly payment be calculated and our escrow reserve be adjusted accordingly ( Ticket # XXXX ). I was told the inquiry would take 5 business days to complete. XX/XX/XXXX payment was now {$2900.00} which we paid. I have made numerous calls to get a status trying to get this issue resolved. At first I was told that there was no new information ( XXXX/XXXX/XXXX ) - I asked to speak to a supervisor and was denied ; then that the property tax division had researched the information and had adjusted the property taxes and had sent the file to the escrow department to compute a new monthly payment ( XXXX/XXXX/XXXX ) - excited that things were moving, I was told to call back at the end of the month. Then I was told that the property tax department was not done with their research ( XXXX/XXXX/XXXX ). Then I was told that they were done and when I asked what my new property tax amount was it had not changed from the original incorrect amount. I indicated that this information was incorrect, that my property tax bill had been attached to corroborate this information. I was then told that they would send it back to the property tax division to review which would then forward the case to the escrow department to re-calculate a new monthly payment - back to where we started with my original inquiry on XXXX XXXX, XXXX ( XXXX ) - this was the only time a supervisor addressed me. At this point, its XXXX XXXX and another inflated monthly payment is due! XX/XX/XXXX monthly payment is {$2900.00}. We will continue to pay our principal, interest and MI but will not re-start property taxes and haz insurance until this issue is fully resolved. I would like to submit a complaint against LoanCare, LLC. for their blatant negligence in financial accounting, inefficient and inadequate ability to resolve issues within the time frame they have established.
|
| 06/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
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We tried to refinance the house to get rid of the PMI insurance. There was an error in loan cares communication to us regarding our status of the PMI cancellation. When we first inquired about the PMI cancellation late XX/XX/2018. We received a letter shortly after, XX/XX/2018, that stated we DO meet the status of PMI cancellation and to just send {$100.00} for an appraisal. At that point we contacted customer service to CONFIRM the amount and the status of PMI cancellation and was informed to send in a check which we promptly did and it was cashed right away. At that point with the information that was given to us by loan care We decided that I would be able to stay home with our XXXX since we would be saving on the PMI insurance every month, of course with other bills we minimized and other cutbacks. It wasnt solely a decision based on Loancare but I did provide a notice to my work at that point. It wasnt until weeks later that we received a letter stating that there was a mistake on the previously letter sent and that now we have to pay more money for another appraisal since we DID NOT meet the PMI cancellation. This was after we had already called in and spoke to someone regarding our PMI and it should have been caught then. Umm okay now I am XXXX with a XXXX and needed to act fast. I called numerous times, would wait on hold for hours at a time, all while taking care of my son, just to get hung up on or put back in the queue and never get an answer. I finally had XXXX to work with and a member of the management team to help me. I was promised several calls back by management and never received one call. XXXX never answered her phone and when she did call us back she provided no information and basically to just wait. No one ever notes my accounts so I would have to tell the story each time I called. This started back in XXXX I believe and finally in XXXX or XXXX was when they officially told us there was nothing they could do. So after multiple incorrect letters, getting wrong information from all representatives, and basically putting my livihood in their hands we refinanced, got our PMI removed and are where we thought we would be months ago. I am getting in contact with a lawyer, will file complaints with the CFPB, TPCA, and XX/XX/.
It took 20+ phone calls, spoke to probably about 10 different people majority supervisors or above and absolutely got no where. I literally would be on hold for hours.
Dont ever chose the option of getting a call back and not loosing your place in line.. I am still waiting for about 5 of those call backs. No one called back, no one cared, it was all a joke to them. I was literally going through XXXX XXXX while they held my future in their hands. They are disgusting. I hope someone finally takes a stand against this company. Its fine we didnt meet the PMI but this needed to be communicated not pushed around for months and pushing a new mom to their breaking point. We would have paid the difference for PMI, took out a loan, but we couldnt even get any answers from them.
|
| 07/30/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
I have an equity home line of credit through XXXX XXXX. They use LoanCare, A XXXX Company XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX XXXX Company for payment processing for their mortgages and equity lines. Also, www.myloancare.com is their website.
I am unable to access my account information online anymore to make a payment, so I was instructed to call to make my monthly payments.
Over the past six months, each month it became harder and harder to make a payment over the phone. The wait time increased each month. from 20 minutes, to 45 minutes, to 77 minutes, then in XX/XX/2019 I would wait on hold, then after 30 minutes I would get redirected to the main line and my " place in line '' was lost and the process would start over. I ended up calling XXXX directly and with the help of a customer service agent who after going through the same redirect issue I was for 40 minutes, personally transferred me to an agent to take my payment.
Now, you can not get through on any line, all calls from XXXX and LoanCare connect to the same answering system, you are put on hold and after 30 minutes are disconnected. I have tried for 6 days to get through, all times of the day, hours each day. I have called XXXX main number again and I'm routed to the same answering system which disconnects after 30 minutes on hold. I even called XXXXXXXX XXXX and chose customer service for new loans on the answering system, was routed to an actual person, who couldn't help and handed me over to their supervisor, who was curt and rude and would only take my name and number and said they'd have someone from that department call me in a timely fashion. ( She didn't even ask what the issue was. She just needed me off the phone. ) So I XXXX their local phone number in Virginia and all numbers are routed to the same phone system that disconnects after being on hold for 30 minutes.
I need to make my monthly equity line payment, which is now in the grace period due to the issue, so I'm not in default! I have no way to making this payment!
I'm now even more concerned if they are even still in business. If I do finally get a representative to make my payment through, is it going to be credited to my account?
I have exhausted all avenues to make this payment and need help!
Here are the phone numbers that get routed to the answering system described above : 1. The number I'm supposed to call : LoanCare Customer Service : XXXX ( answering system ) 2. XXXXXXXX XXXX Main : XXXX ( answering system ) 3. XXXX Main XXXX ( option # XXXX = Customer Service Supervisor that can't help. Other options you can choose direct you to the answering system ) 4. LoanCare local Virginia Number XXXX, you get XXXX XXXX XXXX voice mail which directs you to dial 0 for customer service, which is answering system described above, or call XXXX XXXX XXXX XXXX, when you call that number you get XXXXXXXX XXXX voice mail directs you to dial 0 for customer service, which is answering system described above, or call XXXXXXXX XXXX XXXX XXXX, which is disconnected.
|
| 12/29/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My loan was purchased by LoanCare, LLC ( XXXX, VA XXXX ) in XX/XX/2016. I discovered this after I had attempted numerous times to make a payment to my previous mortgage company via their website for my payment due XX/XX/XXXX. There was no indication that my loan was transferred and the error message supplied on my old mortgage company 's website was that a payment could not be processed at that time. Since that time, I have contacted LoanCare numerous times after getting their contact information from my old mortgage company including contacting them last week when I could not make a payment via their website after finally getting access to my account on their site. Interacting with LoanCare has been a comedy of errors ranging from not being able to access their site, getting access to their site but not being able to access my current loan, getting access to my current loan and not being able to make a payment, and being told as recently as today that my loan was no longer with them ( they were looking at a previous loan number for this same loan ). I was not comfortable with supplying my confidential payment information over the phone given the experience I have had with them to date. So the representative, XXXX, indicated that I could mail in the payment and it would make it in time by the 60-day deadline of XX/XX/XXXX. I called LoanCare today and they indicated that they have not received the payment even though I mailed it on XX/XX/XXXX ( today is XX/XX/XXXX ) ( 1st class mail from XXXX to XXXX does not take this long ). The first person I spoke with indicated that they do not process the payment when the payment is received via the mail ( it must be processed via a machine ). Then the supervisor I spoke to indicated that the first person I spoke with was mistaken since they post the payment by midnight on the day the payment is received at their P.O. Box. When I asked if they could ensure that my credit would not be affected and no fees/penalties be applied due to their numerous mistakes, non-functioning website, and inefficient processing of mailed payments, they indicated that they could not help me because I had 60 days and could have made the payment via phone. Unfortunately most of those 60 days were dealing with mistakes and inefficiencies with this loan transfer. I spoke with XXXX ( ID : XXXX XXXX who is a supervisor and XXXX ( ID : XXXX ). I have NEVER encountered a more incompetent company. I have owned my home since XXXX and have NEVER experienced the utter inability to make a payment ( unless I wanted to provide my most confidential information over a phone line ). How is it that consumers are held accountable for mortgage companies ' negligence and inability to provide basic services and accurate information? I am dumbfounded. I am now debating on stopping payment on the check that I sent at a cost to me of {$39.00} and try to make a payment via their website since it appears that the issues with my website access to make a payment on their site may be resolved. This is unacceptable.
|
| 04/28/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My spouse and I jointly entered into a mortgage agreement ( VA LOAN ) with me being the veteran. The loan closed XX/XX/XXXX with XXXXXXXX XXXX We have faithfully paid payments on time. As of XXXX XX/XX/XXXX, XXXX XXXX has given our loan over to LOANCARE LLC " on behalf of XXXX XXXX XXXX. Doing business with LOANCARE has went as follows : The XX/XX/XXXX payment to LOANCARE has been a nightmare. Because of several bad issues that we endured from XXXX XXXX we changed our bank to XXXX XXXX. Via XXXX XXXX bill pay option, I initiated the mortgage payment to LOANCARE on XXXX XX/XX/XXXX. Unknowingly, XXXX XXXX was not yet aligned to do electronic payments to LOANCARE and they mailed a physical check to LOANCARE on XXXX XX/XX/XXXX. I kept checking the LOANCARE online account to see is the payment posted and as of XXXX XX/XX/XXXX it had not. I called MULTIPLE times ( XXXX ) and have never been able to get a human being on the phone. It is an automated system that is impossible. I contacted LOANCARE via their online account service MULTIPLE times and finally got a call from " XXXX '' ( LOANCARE representative ) who told me the check was not received as of XXXX XX/XX/XXXX. I informed XXXX that I would have it cancelled and I paid additional money to have an expedited electronic payment sent to LOANCARE on XXXX XX/XX/XXXX with XXXX XXXX has confirmed they received on that date. LOANCARE has posted my payment being received XXXX XX/XX/XXXX. According to LOANCARE guidelines, any payments received after the XXXX initiates a late payment fee. To my knowledge a late payment fee has not been assessed but I firmly believe LOANCARE will at some point impose one although the payments was received by them XXXX XX/XX/XXXX. We have never had a problem with any company before receiving payments on time. I have been made aware that LOANCARE has been sued multiple times for imposing false late fees/penalties and other items on customers. I filed a complaint with the XXXX XXXX XXXX in vain. The XXXX from what I understand is paid by companies to represent them and they by no means help the customer ; they are basically a big complaint receiving department.
I am very concerned that LOANCARE is going to ruin us financially. If they continue to " not receive '' payments and/or post them late I will eventually lose my home, my credit score, and from there, financial death. This is a grave concern.
XXXXXXXX XXXX, from what I understand still owns our VA home loan and simply refuse to help me get reassigned from LOANCARE to a reputable company. A LOANCARE representative who identifies herself as XXXX keeps calling at times I can not take a call and leaves the number XXXX and I am also unable to get a human on this number.
This is a complete NIGHTMARE! To be placed in business with a very dishonest and disreputable company that you can never talk to and I have expressed to the XXXX I would prefer to have answers back via writing because verbal conversations don't hold up in court. I well image that is where this is headed.
|
| 06/21/2017 |
Yes |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
Servicemember |
|
I have had a mortgage with XXXX XXXX company for 11 years. I have paid my mortgage through auto-draft from my bank account monthly and I have never been late on a payment and I have always paid on time. I am currently XXXX in XXXX with very little notice that I was XXXX and a few days to prepare myself and my wife and children for my departure. A few days ago I was reviewing my bank account to see if we had any extra funds to send my wife for baby formula and I noticed that the mortgage payment had not been drafted for the month. So, I reviewed the previous months and there were no payments taken out since XXXX. I was not able to successfully call the mortgage company because of my location and the signal and internet is not sufficient, so I can not make calls. I gave my wife the information to call the mortgage company to see what they could tell her. My wife spoke with one agent and she informed her that the mortgage company switched over the mortgages to another company and that they were supposed to send out a letter letting me know. We never received a letter or a phone call. The mortgage is now behind 4 months, and they have added late fees and it has affected my credit. It is not fair that my credit has been affected because of this because i was not aware that the mortgage company was changed. My wife emailed me to let me know how much money was needed to bring the account current and to see if we could make a instant payment of {$3700.00}. She called the new company in which the mortgage was switched to which is Loan Care and its in collections. She spoke with XXXX id # XXXX. She told her that the company stops auto-draft once it was switched over and that the late payments have affected my credit and accrued late charges. She stated that a notice was sent to an address that I do n't reside at and they tried to reach me on a phone number that is not mine. All of the information the company had was incorrect. My wife informed her that we never received notice of change and that I was currently XXXX and we want to get this resolved. We were going to pay most of it and the remaining the following month. She became irritated that she was not speaking with me and immediately refused to talk to my wife regarding the account even though I am unable to speak with her because of my XXXX. She just informed my wife to pay the amount due. She informed her to pay the amount due, but she was n't going to discuss the matter with my wife or answer any of her questions. I simply want this removed from my credit and the late fees waived because this was not my fault that I was unaware of the company change. Like I stated before I have never been late on any payments or have missed any payments since I had this mortgage, so there was no reason that I would stop paying now. I thought that everything was still being paid through auto-draft from my bank account. I have strived to maintain a great credit score, and I am highly disappointed that this is a flaw on my credit with no wrong doing of my own.
|
| 03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Loan care llc is my mortgage servicer for my second trust deed.
I have been under review for a modification since XX/XX/XXXX. For the last 4 months they have been asking for proof of rental deposits. We have explained in four letters of explanations LOEs, that there are no rental deposits, the business that rents the property pays the mortgage directly to the first trust deed servicing company.
We have sent in the letters of explanation since XX/XX/XXXX. Attached you will find the chronology of our correspondence, including evidence of emails and copies of the letters sent.
I XXXX XXXX am sole Owner of XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX I do not write myself rental checks. I pay the mortgage directly from my business account. It is noted on the profit and loss of XXXX XXXX XXXX XXXX as a business expense.
It is a simple concept that they do not seem to grasp. I have written letters we have explained it to several supervisors who claim they understand then when we call back they again ask us for proof of rental deposits.
They have also asked for my XXXX tax return I have not filed yet. However, I have sent in a letter from my accountant stating he can not file because he is waiting on information from the IRS, On every phone call they request proof of rental deposits and we explain every time. There are no deposits but evidence of the mortgage being paid directly to the first trust deed servicer through the business bank statements.
It behooves us to understand how they have not either read the explanation or they do not understand such a simple concept. As of the second of XX/XX/XXXX, we have escalated the case 2 times and again on the XXXX of XXXX the 3rd escalation. Finally on the XXXX of XX/XX/XXXX we were told. The business bank statements show expenditures not deposits. ( yes this what the LOE explains ) Since we do not have proof of deposits we are going to foreclose.
We dont understand why they cant or dont want to get past the deposits. If there are no deposits, we cant show any. If they need to remove the rent as income, they could do that and not count it as such. But to continue to demand something they have been told several times doesnt exist is nonsensical. And to threaten to foreclose because they dont have proof of something that they dont have to count, or can be explained simply is beyond nonsense. It is hard to believe this is a mere oversight or a misunderstanding when it has been explained several times. I do not want to believe but I have a suspicion that this may be a planned action to foreclose since there is so much equity in my home.
If they offer modifications and they agreed to review for the modification. They should accept the application and the supporting documents and review as promised. Not look for an excuse to foreclose.
We have attached the chronological time line including evidence of emails sent with the letters and the time and date of the several conversations explaining there are no rental deposits.
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| 10/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint concerns my tax bill/monthly payment for my mortgage company Loancare LLC. My tax bill was originally assessed higher as the previous owner rented out the home rather than living in it. I went to the tax office showed proof of residency and got a revised tax bill at the beginning of the year. I faxed this to the loan company and they never changed my monthly amount based on the revised tax bill. I followed up and they said they did not receive it, so I sent it to them again on XX/XX/18 to the e-mail address they gave me. No response. I followed up and they asked me to resend it so I did so on XX/XX/18. Same e-mail address was what was told to me. My monthly payment did not change. I called again and they asked me to resend it again and so I did so on XX/XX/18- I was told to send it to the same e-mail address. I stated in my e-mail that I wanted to ensure I was not defaulting on my loan due to my payment going up and me refusing to pay this amount since I had proof of my tax bill revised. No response. I then heard form my home insurance company that since I had not sent a payment in for my insurance, and I was going to go in to lapse coverage. I called Loan Care and they had no record of my home insurance. I started out with a different Loan company and they had that information and then all my information was forwaded to the new loan company so they should have had that on file. I finally got that resolved and had my agent reach out to them with the information. While I was on the phone for that, I spoke to a supervisor about my tax bill and she finally said she would look into it. Never heard back so I called again and the representative told me that because I did not have proof of this years tax bill, they could not change my monthly payment. I called the tax office and they said no one would receive that information until XX/XX/2018. So I asked how that it was possible I had to have proof of something in XXXX that did not exist? She said there was nothing she could do even though I had proof of the revised tax bill. I gave up and decided I would wait until I got my next tax bill as proof. I then got a letter in the mail on XX/XX/XXXX stating they had changed my monthly payment finally and that I would be receiving a check for the surplus money in my escrow account, which they did send me a check. The same day I got an e-mail from XXXX XXXX letting me know that my credit had gone down due to being default on my loan. I also received a letter in the mail that I was default. I have paid every single month and have proof of that from my bank. Every time I spoke to someone on the phone, they did not tell me anything about being late or delinquent. I have proof that I followed up almost every single month with a revised tax bill with no response. They have now effected my credit and are saying I did not pay one of my months even though I have proof I did. I have complained several times with no action. I know others are getting this treatment based on the online reviews.
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| 05/05/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XXXX of XXXX I entered into Forbarence with XXXX XXXX Loan Care Mortgage Servicing company due to the current economic climate at the time. This process was all submitted online, without ANY over-the-phone communication from XXXXoan Care. My Forbarence was approved fairly quickly and I was told to STOP making my mortgage payments until the end of my forbearance period. ( XX/XX/XXXX XXXX Fast Forward to XX/XX/XXXX, I called to make my first payment out of forbearance and a representative informed me my Forbarence " Exit '' package had not yet been completed and to hold off making XXXX payment, and to Call back XX/XX/XXXX.
XX/XX/XXXX, I called back and was finally able to make my first of 3 payments of my " probation '' period and was told if I missed any, my loan modification could be held up further. Mind you, I had STILL not heard from ANYONE from Loan Care on how this process would look, nor was I ever given the opportunity to speak with XXXX XXXX after calling his office MULTIPLE times.
XX/XX/XXXX, I called Loan Care again and made my second of 3 payments, with still no communication from XXXX or any representative on my forbearance package.
XX/XX/XXXX, I made the last payment within the " probation period '' and was told I would hear from a representative regarding my new loan modification agreement and papers would be coming in the mail for me to sign **NOTE : I do want to add, every time I spoke to a payment processing agent, they were all shocked I had not heard from anyone within Loan Care regarding this entire process ...
The last week of XXXX, at some point, I received a FedEx package with my new loan modification that showed an additional {$15000.00} had been added to my loan without ANY explanation on how or where that number had come from. The loan modification package explicitly states, I have 7 to sign all documents of the loan modification, have them notarized and sent back to Loan Care or I would revoke my loan modification option. The document, in no way, provided any contact information for questions regarding the modification agreement other than " Contact you Loss Mitigation Representative '' I have tried to contact XXXX, ( mentioned above ) multiple times by phone and email with NO response. When I call Loan Care they do not even give me an option to speak to someone OR input an extension, it is simply an endless loop of automated messages. I ALSO can no longer call to make a payment over the phone, nor can I make a payment online. This company completely went DARK.
I am in the process of trying to do a VA XXXX XXXX, however, non of my mortgage statements have been updated and they all read I have been late on the payment since XX/XX/XXXX which clearly violates the Cares Act Mortage forbearance guidelines.
Being a XXXX Veteran with XXXX, this process has been EXTREMELY stressful on me and my family and I feel like I am being held hostage by this company. I just want to refi my loan to a lower rate, and cut ALL ties with this Mortage company ASAP
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| 03/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is a complaint against Loan Care and XXXX XXXX mortgage servicing company.
Loan # XXXX Subject Property Address XXXX XXXX XXXX # XXXX XXXX, RI XXXX This is a predatory loan that originated in XX/XX/XXXX where the neighborhood in which the subject property was targeted by lenders that resulted in massive foreclosures and ruined lives from XXXX through XXXX.
Subject property appraised and qualified for a loan as a " condominium '', in XXXX, said condominium was one of two units in a flipped two family home.
Subsequently, the owner of the second unit was foreclosed upon by their bank and I purchased the unit out of foreclosure, thus, becoming the owner of the entire property.
Over the years, due to the collapse of the real estate market due to the foreclosures, I was unable to sell either " condominium '' property because of the deeded use. I had requested from XXXX XXXX/Loan Care to change the deeded use from condominium to multi family to enable me to sell the property.
The original loans for one condominium meant that I was stuck due to the acceleration clause in the mortgage document, with no way to effectively change this. The change of deeded use would have benefited both the owner/assignees of the mortgage loan, as well as me, the borrower.
XX/XX/XXXX/Loancare failed to fulfil my request, but rather, clearly as a course of normal business, spent months intentionally creating difficulty for me to proceed with the selling of the home for the highest and best use ; which would be a two family home.
I complained to the Division of RI Banking about the issue. XXXX XXXX/Loancare responded to the complain on two occasions, and on both occasions lied, claiming that they had ordered an appraisal and were waiting for it.
I requested the appraisal from XXXX XXXX/Loancare via their website. The appraisal that was sent to via email attachment was from XXXX, not the appraisal that XXXX XXXX/Loancare claims to have ordered last year. Copy attached with screen shot of the email from XXXX XXXX/Loancare to which the document was sent to me.
I also requested the HUD 1 settlement. The HUD 1 settlement that was sent to me via email attachment, was from a property whose owner is called XXXX XXXX, address - XXXX XXXX XXXX, XXXX XXXX FL XXXX attached with scree shot of the email from XXXX XXXX/Loancare to which the document was sent to me.
I attempted to log into the XXXX XXXX/Loancare website to request the documents again, and found that I have been locked out.
I was damaged by {$30000.00} because of the loan servicing company operators that Fannie Mae chooses to use over the years, who fail to invest sufficient revenue into their servicing operations which result in lying, making mistakes and intentionally created roadblocks and difficulties for consumers.
This failure, caused me to sell the property at {$30000.00} less than market value, by taking a cash offer that would not require an appraisal and therefore, the deeded use of two condominiums was not a factor.
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| 03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021 I received a letter from Mortgage provider, LoanCare a XXXX XXXX ( " Lender '' ), stating they have not received my XXXX Mortgage Payment of {$2100.00}. Upon receipt of this letter I contacted the Lender by telephone XX/XX/2021 I spoke with a Representative advised her I checked my online bill pay site with XXXX XXXX XXXX XXXX " XXXX '' ) which showed the money was electronically transferred to LoanCare on XX/XX/2021. The LoanCare XXXX provided me with an address for the XXXX XXXX team and provide to them a copy of the letter I received, confirmation the payment was paid, copy of my XXXX Bank Statement reflecting the {$2100.00} money debiting my account. I email all these documents to XXXX. On XX/XX/2021 I received an email from the Payment Research Team requesting a copy of the check ( front & back ) as proof of payment, I don't have this was an electronic transfer. I then contacted XXXX XXXX XXXX directly informed them of the situation and the XXXX XXXX XXXX Representative sent a direct response to LoanCare with additional information label " proof of payment ''. On XX/XX/2021 the XXXX XXXX sent me by email the Proof of Payment therefore I forwarded this " proof of payment '' along with my XXXX Bank Statement and electronic bill pay confirmation from XXXX bill paysite. On XX/XX/2021 I received a letter from LoanCare - titled NOTICE OF MEDIATION CONFERENCE PURSUANT TO R.I.GEN LAWS 34-27-3.2 to contact their Loss Mitigation regarding my missed loan payment. On XX/XX/2021 I sent an email to XXXX and cc 'd the Payment Research Team. In the email I provided again the " Proof of Payment '' from XXXX, copy of my XXXX Bank Statement, the first letter I received from LoanCare, the electronic transferred from the XXXX XXXX XXXX and a copy of the email I sent to XXXX dated XX/XX/2021. I received an email dated XX/XX/2021 @ XXXX from a representative at the payment research team, XXXX XXXX XXXX XXXX Customer Support Research XXXX, stating the case has been reopened and will provide an update. On XX/XX/2021 @ XXXX from the Payment XXXX XXXX XXXX they received my inquiry regarding my mortgage account and issue has already been address. On XX/XX/2021 @ XXXX I responded to Payment Research Team and put in the body of the email XXXX XXXX XXXX XXXX, copied the response and asked if someone could provide a status on my account, what has been done and if they found the {$2100.00} XXXX Payment and applied it to my account ( no response ). XX/XX/2021 I received a Letter from Rhode Island XXXX - Request to Appear at Mediation Conference. I sent an email on XX/XX/2021 to the Rhode Island XXXX - XXXX ; XXXX XXXX XXXX XXXX XXXX, in that email I attached in that email my email to the XXXX and the proof of payment from PCU. In the contents of the email I again explain how the money was deducted ( {$2100.00} XXXX from account on XX/XX/2021 and I can't seem to get anyone from LoanCare to locate the missing payment and apply this money to my mortgage account. Can someone please help me?
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| 04/28/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX XXXX , I financed my home with XXXX XXXX XXXX . Loancare took over managing this loan. They sent out correspondence to me in late XXXX to participate in a Equity Accelerator Program by setting up bi-weekly payments, which I did. It was n't until XXXX XXXX that I found out ( because of an alert on my credit monitori ng ) th at Loancare was reporting my payments as delinquent. I called Loancare and they informed me that partial payments were not being applied to my loan, but being held in a " suspension account '' until the full amount of the monthly payment was received. Also they were charging late payment fees. All the while, I never knew that my payments were n't being applied appropriately. I NEVER got any notice from Loancare regarding the application of my bi-weekly payments, despite th e fact that they had the correct address, phone number and email address on file. In XXXX XXXX I spoke to someone at Loancare who se emed to get things cleared up. He requested that funds be reapplied correctly, he requested reversals of late fees, and told me that a payment of {$570.00} would bring my account current. I turned off bi-weekly payments, obtained my new mortgage payment, and turned on monthly payments. My next payment schedule is as follows : XXXX XXXX , XXXX , XXXX XXXX , XXXX , XXXX XXXX , XXXX , XXXX XXXX , XXXX , XXXX XXXX , XXXX , and XXXX XXXX , XXXX . These are the dates that payments were sent from my bank account. For whatever reason, Loancare is not receiving or applying these payments in a timely manner which is resulting in MORE delinquent payments being reported to the credit agencies. I 've rais ed 3 tickets to Loancare customer service. I 've sent PDF files of my bank statements as requested by Loancare for review of the issue but did not receive any response or resolution. I called to follow up on the initial ticket from XXXX XXXX and a representative told me that it was closed and/or not resolved because they did n't have bank tracing numbers to review. No one ever contacted me to request this information so I was advised to start another customer service inquiry! Conveniently, after I called to follow up on the resolution, customer suppo rt at Loancare sent me an email saying that they reviewed my account and were not able to remove the reported information to credit agencies. I decided to file another ticket to customer service and this time I sent PDF bank statements, tracing numbers, and another narrative of the problem. Cu stomer service responded that payments had been applied already and asked me for a copy of the transmittal form so they can see how the bank is sending payments. Loancare is supremely incompetent and I have done more than my due diligence in getting this issue resolved. Late payment fees continue to be applied and my credit has been significantly affected. Please give me some guidance so I can get this resolved. I also have credit reports with the negative reporting.
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| 03/11/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I currently have a mortgage that is serviced by LoanCare ( a XXXX company ). Using their web site MyLoanCare.com I attempted to make my mortgage payment as I always have on XXXX XXXX, XXXX in the amount of {$1300.00}. According to their site records this payment was reversed on XXXX XXXX, XXXX. I looked thru my bank statement during this period of time and I am not showing that a withdrawal was ever even attempted. I logged in again to attempt to correct this on XXXX XXXX, XXXX and made another payment of {$1300.00} which also show on their web site as reversed on XXXX XXXX, XXXX, again with no record on my bank statement of ever being attempted. On XXXX XXXX I received a phone call from LoanCare telling me that the payment had apparently not gone thru still. I asked the woman how this was happening as I had never had an issue making payments on their site before in the almost 6 years prior. She told me I must have typed in the routing number or account number incorrectly which seemed unlikely as the web site makes me confirm these and it had never occurred in the past. I continued making my payment since then and have not had an issue again with the web site.
I later discovered that LoanCare was reporting a 60 day mortgage late which has greatly hurt my credit score and ability to purchase a new home. As this was caused by some sort of web site error I called LoanCare on XXXX XXXX, XXXX asking as a one-time courtesy that they remove the 60 day mortgage late they are currently reporting from XXXX XXXX. I was told I must e-mail them making this request which I did that same day. I was informed by the woman and confirmed via e-mail that I would receive a response in 10 business days. I never received a response. I also called their executive office and left a voicemail at the number XXXX on XXXX XXXX to see if it was possible to expedite the process in any way. That has also gone unreturned as of today. I have called multiple times again since then but the woman 's mailbox is full on that number so I assume I will not be getting a call back from her any time soon.
This is the only late reporting on my credit with LoanCare. They have no automated system set up to inform the consumer if their web site decides to decline a payment as it did here. They are in my opinion one of the worst servicers of mortgages I have ever had to work with and their customer service is awful with hour plus wait times to speak with someone at times. At first I thought they were a nuisance but had I known they would damage my credit with their outdated and cumbersome online payment system I would have refinanced years ago and paid a higher interest rate just to get away from them. They bought the servicing on my loan and it has been a nightmare even since that is now stopping me from purchasing a new home due to the inaccurate 60 day late on my credit score. The CFPB is my last hope as my calls, e-mails and voicemails have resulted in no help or the majority of the time are n't even returned.
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| 10/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XX/XX/2019 I received an account history. My escrow account was in a minus state from XXXX through XXXX, and only notified in XXXX in a statement. This was probably due to the fact the house is only 2 years and it has taken the state that much time to catch up on collecting the right amount of taxes. In XXXX of 2019 the company called me to say I have to pay for hazard insurance which I thought was supposed to be part of the escrow account ( which it is ). They contacted my insurance company ( XXXX and informed them that they owed them ( the mortgage company ) {$720.00}. They called me back saying that I had to take care of the insurance or they were going to get it and threatened it would cost me more money. I couldn't believe what they were saying. They finally paid it. Because of this experience I thought it best to cancel the Escrow account. I wrote a letter on XXXX XX/XX/2019 indicating I wanted the account closed by XXXX XX/XX/2019 and was willing to pay an amount of {$950.00} that was due the Escrow Account and starting XXXX XX/XX/2019 I would pay only the {$630.00} for the mortgage fees. I sent the letter Register Return Receipt and they signed it on XX/XX/2019. I never received a reply. Sent my normal payment of {$820.00} on XXXX XXXX, which should have been received on XXXX XX/XX/2019. They held that check until 2 days after the deadline and tried to charge me a late fee. I have a copy from the bank showing proof of payment. I finally went to the bank on XXXX XXXX with my problem. A representative at the bank spent 1-1/2 hours on the phone trying to get the fee taken off and sent the loan company a copy of the proof of payment as well as a copy of my letter and a copy of the registered return receipt. When they sent me the statement of my account they said the shortage was at {$2700.00} ( I believe this included what my account was going to require by XXXX of 2019 ) and that my future payments would be {$1200.00} if I didn't pay this shortage by XXXX XXXX. I told them about the letter - they ignored me - and told me they did not acknowledge my request to do away with the escrow account because I hadn't paid the {$950.00}. I sent it on XXXX XX/XX/2019 when it was due, and have a receipt from them. The {$950.00} is the true amount of the shortage, but they are trying to get more to cover the added fees needed for the escrow account because they decided not to close it out until XXXX XX/XX/2019. I'm XXXX years old, luckily still have my wits about me, but have never in all those years experienced anything like this. I have called them numerous times and have lots of names of people I talked to. The person at the band I use was hung up on as I was many time. The bank I have been using has indicated that previous to this problem they checked to see that the loan company was not cashing the payments until weeks after having received same. I don't want to have my credit score hurt by their mistakes. I don't believe I should have to pay for their incompetence.
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| 08/23/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My loan with XXXX was sold to Loancare aka XXXX XXXX XXXX XXXX. Prior to being sold XXXX sent me a shortage statement in XX/XX/XXXX in which they added my " Special Assessment Tax '' ( SIDS ) to my loan. This increased my monthly mortgage payment by {$110.00}. This tax has never a part of my escrow/mortgage payments and I have always made these payments myself. I received no notification from XXXX that this was being added to loan. Every time I called I was told " you need a buffer in your account incase you ever go short ''. I did not actually figure out what this {$110.00} was until MONTHS went by of going round and round with XXXX. I spent over hour on phone with supervisor going through every line item. This was sent to their research department ( more waiting ) then their agent XXXX finally completed the research to remove the tax, but oddly.. they now sold my loan and could not adjust this line item off my account.
Starting over now with Loancare..On XX/XX/XXXX, with XXXX agent on phone, we ( XXXX & I ) called Loancare together and explained that the Tax item needed to be removed from my loan. They said I needed to fax this all in to them, plus give them authorization to speak with XXXX agent. This was all done on XX/XX/XXXX. Since that point I have faxed, entered tickets, emailed, and called at least 11 times to Loancare to get this line item removed from my account. XXXX at XXXX even tried calling Loancare twice to try and help me! When I call Loancare I am told Supervisors will call me back, they never do ; I 've opened tickets that no one knows how to look at on the customer service line. I 've been hung up on, and put on hold for longer than 30mins.
I then on XXXX I received an email that Loancare made this {$250.00} Tax disbursement payment for me. I immediately responded to that email and got an answer back that a ticket was created and someone would respond ; no one did. Loancare had since XXXX to fix this issue, with my fax and open ticket. During this time I called on XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX XXXX 's. This payment was also over a month early as the payment was not due until XX/XX/XXXX.
The Tax /SIDs payment break down like this.
XX/XX/XXXX I paid XXXX - then Cenlar paid XXXX XX/XX/XXXX No One Paid due to credit XX/XX/XXXX Loancare paid {$250.00} on XX/XX/XXXX.
From XX/XX/XXXX - to date I have paid over {$1100.00} for this " shortage ''. Something is very wrong!
I can provide all the listing of dates and times, agent id 's from both XXXX & Loancare from each time I called. I also have the statement from the City showing the history of these payments for this tax and that they have ALWAYS come from me. When I called the City they told me they get calls about this all the time and 3rd Party companies are selling this information and this is how it was added to my mortgage without me knowing.
It has been over a month since I first contact Loancare and I need help please. I can not keep sending these higher payments.
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| 11/18/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I am writing to complain about LoanCare LLC 's potentially illegal practices and horrific customer service regarding me and my husband 's ( XXXX XXXX and XXXX XXXX ) mortgage on our property at XXXX XXXX XXXX, XXXX, VA XXXX.
Both of our XXXX and XXXX credit reports ( as of XX/XX/XXXX and XX/XX/XXXX respectively ) have our mortgage account for LoanCare listed as delinquent. There is no such error and all payments were made as scheduled ; LoanCare , LLC received the full payment I made for XXXXXXXX ( which was due on XX/XX/XXXX ) on XX/XX/XXXX ( see explanation below ). My husband and I have attempted to contact LoanCare about this via email numerous times throughout XXXX and XXXX ( case number XXXX ) and never received an email response. We also spoke to the company several times on the phone and were informed that everything was marked as paid and that all was fine. Customer service told us they would be sending a letter confirming this but we never got one.
In mid-XXXX, we received a letter from LoanCare , LLC stating that our mortgage was being transferred to XXXX XXXX as of XX/XX/2019. We had automatic deduction payments set up for the first of every month. Our XXXX payment, which was due XX/XX/XXXX, was deducted from our bank account on XXXX XXXXafter the transfer had already occurredbecause XX/XX/XXXX fell on a Sunday and the next day was a holiday. Our LoanCare account did not reflect this payment having been received, probably because LoanCare had already fully transferred the mortgage to XXXX XXXX. Im enclosing a letter from our bank, XXXX, confirming that our full mortgage payment plus an additional {$100.00} to principal ( total of {$3000.00} ) was deducted and sent to LoanCare on XX/XX/XXXX. LoanCare then did send that money to XXXX XXXX, which was credited to our account in early XXXX. Were also enclosing proof of that transaction. The supposed delinquent payment also occurred during the 60 day window when transferring to a new mortgage provider, where LoanCare should have not been legally allowed to report anything as delinquent. Nevertheless, this happened, our credit scores have dropped over 100 points, and all while we have shown them proof of payment over two months ago.
Given our pristine credit reports ( never missed one payment on anything ), the fact that LoanCare did deduct this payment as scheduled ( see proof of payment ), and our numerous attempts to contact the company and resolve this issue for the last two months, we would like these derogatory remarks to be removed from our credit reports immediately. We have disputed these payments with the credit bureaus. We have also reached out to LoanCare again as well to attempt to resolve this dispute, but have seen hundreds of complaints from other customers in these exact situations who say that the issue has never been resolved to the detriment of their credit long-term. We are concerned that we are similarly falling victim to this company with very malicious business practices.
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| 06/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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In an attempt to fend off foreclosure due to the pandemic and health issues, I have been forced to sell my only home. I have a current buyer me contract and a closing date of XX/XX/2021. This date falls squarely within the 90 day forbearance period currently granted to me. Like every other single correspondence ( or lack of correspondence ) with my loan servicer, LoanCare ( of XXXX XXXX ), it has been one nightmare after another dating back to the time when LoanCare became my servicer. The latest and most pressing problem is getting the payoff amount of the current mortgage in order to close the sale of my home. I've tried calling, using their website, and emailing them on occasions too numerous to count. Calling is simply a fools errand - the last time I called in early XXXX, I waited on hold for 45 minutes in queue only to be disconnected. The LoanCare website does not work for me at all. The closing attorney company has tried reaching LoanCare numerous times as well without any luck - to the point where they solicited my assistance as though I had some magic solution to LoanCare 's incompetence. My real estate agent found an email address for me and I began emailing LoanCare over a week ago. Their first email response took at least 2 days and stated they needed more information which I immediately provided including my signature, my loan number, and my name as it appears on their documentation ( I would know this how? ). That was a week ago. No further response from them since. There also are unexplained charges which I've asked repeatedly for explanation and which have also fallen on deaf ears. I realize this company is less than honorable judging by the fines levied against them by the CFPB but I never thought they would obstruct paying off my note. With only 4 days until my closing, I am stuck between a rock and a hard place. If I can not get a payoff amount then I can not close and satisfy my note. If LoanCare continues to drag their feet long enough then they can foreclose on a home which seems to be their preferred way of doing business. I simply want LoanCare to do their job, provide me and the closing attorneys with my loan playoff amount, and then let me get as far from them as possible. Hopefully, one day the CFPB will put this company out of business once and for all. In closing, please contact me if I can assist in building a case against this horrible company. I will be more than happy to share my documented and nightmarish dealings with LoanCare with the CFPB and any other agencies involved with policing shady mortgage dealings. My LoanCare nightmare began the day XXXX closed its doors and transferred my mortgage to LoanCare and it continues to this day. Beyond sharing my experiences, I will gladly be a witness and detail the numerous obstructive practices LoanCare utilizes to foreclose on their customers. Finally and most importantly, before LoanCare, I had a perfect record paying my mortgage payments on time for over 20 years.
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| 04/17/2020 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage originator sold my mortgage to another company called Loan Care.
Originally I had set my account up for auto draft on THEIR website to take my monthly payment out of my checking account on the XXXX of the month.
1stly their website doesnt allow you to view any pending payments and secondly there was one month where their system didnt take my payment out on the XXXX like they were supposed to : This was XX/XX/XXXX. I noticed the payment wasnt taken out and on the website it said my account was past due I became worried and submitted a manual payment and re-submitted the auto pay information.
Evidently they conveniently decided to take out the auto draft after I submitted the manual payment on the XXXX. They took out the auto pay on the XXXX instead of the XXXX. This reaulted in overdraft charges amounting to well over {$100.00} on my personal banks end, because that payment got rejected a NSF fee charged, so my account was less than it was supposed to be, so additional payments became NSFd it was a cluster XXXX.
I ended up switching banks, updated the auto pay, apparently there is a rule where you have to update your auto pay 5 business days in advance for the payment to come out of the new account for the current month so for XXXX payment, they were still gon na take it out of my old account and I had to call and ask for a supervisor to manually override this as a one time courtesy?
Then in XXXX I did switch banks again and try to update the auto pay, again and it said that it wasnt going to take anything out until XXXX?????? So I had to call AGAIN for that to Be corrected.
I finally said XXXX their payment system, and switched to having my banks ( XXXX ) bill pay pay the bill. I set it up because I am paid Bi-Weekly, to take out half the mortgage payment every two weeks. I did it so on my last paycheck for XXXX it sent half the payment to them, and then my 1st paycheck XXXX it sent the other half, this way I would not be past due in any capacity. I received an automated call from them TODAY, and I was like XXXX what NOW.
I called them and APPARENTLY the system doesnt recognize or allow partial payments, so the {$370.00} paid on the end of XXXX, went into a sub account as a suspense and then the {$370.00} for XXXX they applied towards the principle minus a {$10.00} fee for having a suspense balance?????
So they had to manually submit a request to appropriately apply the payments, and submit an additional request to have the account coded to accept bi-weekly payments.
Any institution Ive ever made a partial payment to takes the partial payment and applies towards what is currently due leaving whats left over to still be paid by the due date. This is asinine and its clear they have their systems set up in a way to make it difficult for consumers to EASILY make payments and To promote their banks additional fees levied for not paying on time or what have you. I hope to XXXX I can refinance to a different mortgage company soon.
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| 02/15/2020 |
Yes |
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- Trouble during payment process
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Web |
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I am currently in a dispute with Loan Care who has acknowledge their is an error. My loan has been transferred from XXXX XXXX XXXX with a HELOC that was forgiven along with an idenmification loss note affidavit. Ever since then, I have been trying to get these charges removed by XXXX XXXX, XXXX and now XXXX has sold my loan to a Trustee who purchased my loan. XXXX XXXX is not accepting responsibility, however, Loan Care who is the subservier is acknowledging there is an error. I have not been properly welcomed into their company, I have a wrong loan number and the amounts are incorrect. I am also not responsible for a second loan who was sold by XXXX. XXXX has failed to remove this loan from my account and now that they are in financial trouble they sold my loan and did not address my second loan is no longer my responsiblity. XXXX filed tax with that amount after I had notified them that I am no longer responsible for that second loan. I sent then my forgiveness letter and I have proof. This balance has followed me from XXXX XXXX and now XXXX XXXX has no idea that my house has been sold to a third party who is trying to evict me without understanding the facts. I have notified Hud, and FTC The person who purchase my loan is an agent for XXXX and held a private auction in XXXX. She still has it on site to contact for future actions regarding my home. She must know that until I was in foreclosure and sold my loan at an auction. I was in chapter XXXX bankruptcy in XX/XX/XXXX, I reinstated it but did not get a bk number because attorney stated I needed to have the arrears move from my account which is why I contacted XXXX and Loan Care beginning in XX/XX/XXXX, but they kept transferring me to different dept. which led me to the attorney. However, she is unaware that my note was filed at the county recorder incorrect, the investor is XXXX XXXX, who I tried to get help from and who turned me away because I was in a class action law suit against XXXX XXXX for not handling my account correctly. In XXXX of XXXX, I was transferred to Loan Care Bankruptcy Department, then I started receiving statements from XXXX XXXX who owns the rights to my loan. I contacted Loan Care and they transferred me to XXXX, then XXXX transferred me to the Mortgage Law Attorney 's voice mail who is on the Trustee Sale, an agent for XXXX. After faxing my information regarding my error to XXXX XXXX, they said they are not responsible and said that Loan Care. Now Loan Care acknowledges there is an error but after filing a complaint against XXXX on XX/XX/XXXX, I received a letter on XX/XX/XXXX stating they are still investigating, then on XX/XX/XXXX, I got a letter of eviction ; giving me 5 days to vacate which will be XX/XX/XXXX. I have an attorney from XXXX XXXX XXXX working with my lender to get the numbers and Hud also, so I wanted to file this complaint while my complaint is being reviewed by the attorney, Hud, FTC also has my complaint regarding the manner my house was sold.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We obtained a Covid mortgage forbearance in XX/XX/XXXX from XXXX. The loan was subsequently transferred to LoanCare for servicing. In XX/XX/XXXX, we received a document stating the loan had been modified and would be coming out of forbearance. We subsequently signed, notarized and mailed a loan modification document as requested. When we continued to make payments, they were not reflected on the LoanCare website. We were advised that our payments were being held " somewhere '' until the process resolved. Later, when we were variously advised that LoanCare could either not locate the modification documents or that they contained errors, we were asked to sign and notarize an entire second set of loan modification documents. Loan Care failed to produce a current account history to enable us to re-finance this mortgage at a lower rate, which was the sole reason our refinance did not go through, leading to thousands of dollars in additional costs over the lifetime of the loan.
Since XX/XX/XXXX, we have spent countless hours on the phone with XXXXLoanCare representatives to resolve this issue. We have received inconsistent instructions and documents in the mail with inaccurate dates and deadlines to sign from XXXXLoanCare. XXXX/LoanCare representatives advised us to stop payments.
We are now receiving threats of foreclosure in the mail claiming that they have failed to make payments on the loan. At one point, we spoke with XXXX who represented herself to be a supervisor of supervisors in the Loan Modification Department. XXXX claimed she would be our " advocate '' and apologized for everything that had happened on the account. She claimed she would call us back and resolve all of the issues with the underwriting department. She has refused to provide an extension or direct number to contact her. She has not resolved the issue.
During XX/XX/XXXX, our lawyer has repeatedly attempted to reach XXXX. She spoke with supervisor XXXX who sent XXXX a direct message to call me back. XXXX advised that she was working on the file and knew about the issues and that it would be best to wait to talk to XXXX about the file. Most recently, on XX/XX/XXXX, our lawyer left another message with a representative to ask XXXX to call her back. She has failed to return the call, despite the issues with the Loan.
To date, the issues with this XXXX have not been resolved in spite of our diligent efforts. Instead, XXXXLoanCare has XXXX reported missed payments to credit bureaus to the detriment of my clients ' credit. XXXX/LoanCare merely continues to send confusing letters advising that they do not have enough information to resolve the credit bureau reporting issues. XXXXLoanCare has failed to send the correct loan modification documents after repeatedly promising to do so. XXXXLoanCare 's failure to remedy the situation in a timely manner is causing us an inordinate amount of stress and financial difficulties. XXXXLoanCare is now refusing to even accept payments.
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| 09/13/2022 |
Yes |
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- Trouble during payment process
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Web |
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After filing a complaint with you against my mortgage servicer, Loancare, on XX/XX/XXXX, I called them. On XX/XX/XXXX, XXXX from Loancare informed me that they are now interested in mitigation and helping me to keep my home. I asked her why they haven't responded to the Michigan State Housing Development Authority 's ( MSHDA ) multiple requests for the V Record. She stated that the payment is now being processed. She stated that Loancare has known since XXXX that I had Michigan Housing Assistance Fund ( MIHAF ) approval, even though they never responded. She stated that just today, on XX/XX/XXXX, less than 24 hours after receiving my complaint, they decided to contact their attorney and cancel the sheriff sale of my house, which was scheduled for XX/XX/XXXX at XXXX XXXX
I was then contacted by XXXX, my caseworker at MSHDA, who is processing my MIHAF fund. He stated that he has contacted Loancare in writing on multiple occasions, and has not received a response. He stated that I could lose my grant if Loancare does not respond in a timely manner and confirm they will accept the funds and cancel the sale of my house. We are trying to give them {$25000.00} and they refuse to respond. He has contacted XXXX XXXX and XXXX XXXX on multiple occasions, most recently on XX/XX/XXXX, XXXX, and on XX/XX/XXXX. They are playing games with federal funds. XXXX from MSHDA confirmed that Loancare is NOT FOLLOWING DUE PROCESS. They did not ever send me a new mortgage agreement, they never notified me of foreclosure in any way whatsoever. They just showed up at my home on XX/XX/XXXX and taped a notice to my front door, stating that my house is being auctioned off on XX/XX/XXXX. They do not have the right to sell my house. XXXX also informed me that he has MULTIPLE clients who are having their homes ILLEGALLY SOLD BY LOANCARE. Loancare is refusing to respond in EVERY SINGLE INSTANCE.
I told XXXX about this website, the Consumer Financial Protection Bureau. I told him that, like magic, within 24 hours of filing a complaint against Loancare, they contacted their attorney and cancelled the auction of my house. He said he has MANY people who are ABOUT TO BE XXXX BECAUSE OF LOANCARE 'S ACTIONS. He is going to have all of his clients file a complaint so that hopefully LOANCARE will stop trying to STEAL PEOPLE 'S HOUSES.
I called Loancare back after speaking with MSHDA. I spoke with XXXX in the Bankruptcy Division. She told me something different than what XXXX told me earlier today. XXXX told me that Loancare has known about my MIHAF funds since XX/XX/XXXX, not XXXX like XXXX said. When I asked her why they were not responding to MSHDA, she told me that they would take at least 30 days before they would provide a response. In that time, I would lose my grant. My FEDERAL grant. My FEDERAL mortgage loan is being used to crash the housing market, by abusing FEDERAL funds.
PLEASE STOP LOANCARE FROM CRASHING THE HOUSING MARKET AND LEAVING MILLIONS OF PEOPLE XXXX.
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| 01/24/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my mortgage was transferred to Loancare. I have a few hours of video Navigating the website to backup every single statement regarding this companies business practices. 1 star reviews are consistent with these same issues as well, these are not isolated incidences. Loancare has a few ways to log into your account. One is an ( which doesn't work ) and the other is online. I generally pay my bills online and this includes my mortgage ( Loancare charges {$10.00} for online payments ). More often than not I can not log into my Loancare account. Though I have a XXXX computer and my passwords are all saved and enabled by a fingerprint, Loancares ' website rarely lets me gain access to my site. Seemingly every single month I spend 2-3 hours trying to contact someone at Loancare ( through a looping phone system that intentionally loops the user through a series of misdirected prompts ). If I am lucky enough to get through to a live voice they offer incorrect assistance in logging in or reseting passwords and will not stay online while you go through the unsuccessful process of trying to get into your account. This happens months and it is clearly intentional. I have sent Checks to avoid the monthly frustration of using their ever changing site, but Payments are mysteriously received and processed late. Loancare then applies a late payment fee to the account. The last straw was this morning. I have an appointment with my accountant to file my XXXX taxes. I spend two hour trying to log into my Loan care account to gather statements pertaining to property taxes. The website allows you to enter the User Name and Password and then thinks and comes back to the login page. I reset and verified my user name and password through the automated system. If the password is incorrect the system issues a warning that your attempt failed due to entering the wrong password and prompts a message that you have a failed attempt and that 2 more unsuccessful attempts will lock you out of your account ... Entering the correct password just continues to reset the page. There is no way to access my account information, make online payments or contact anyone in regards to the ongoing issue. It is a stressor every single month and this isn't opinion. My Loan originator let me know that the company is extremely difficult, unethical and intentional in their methods. This needs to cease. It is bordering on harassment. I just want to have access to my mortgage info, tax info and be able to pay my monthly payment without jumping through 2-3 hours of hoops every single month. I believe that Certified mail is the only way to pay this company without aggravation. What about my tax info? I have not figured that out. Please help the thousands of us who deal with these unethical business practices every single month. No one deserves the absolute XXXX that this company causes in peoples lives. Loancare is an unethical company whose business practices are shady at best.
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| 02/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was sold to XXXX XXXX, now known as LoanCare , LLC, in XX/XX/XXXX. I have experienced difficultly on several occasions trying to process one-time principal payments via the website. In XX/XX/XXXX ( near the end of the month ) I tried to make a principal payment of {$10000.00} online and received an error. I spoke to a CSR who informed me I had to wait until my monthly payment was drafted, which would occur on XX/XX/XXXX. I attempted to make the principal payment again after XX/XX/XXXX, and received another error message. A different CSR informed me the monthly payment would take a few days to post and I needed to call back. Finally on XX/XX/XXXX, I spoke to a CSR and would not take 'no ' as an answer. The CSR then told me they could only take a payment of {$9900.00}. I refused this reply and asked to speak to a supervisor as I did not want it to appear as though I was structuring payment amounts. A supervisor ( XXXX XXXX successfully processed this payment on XX/XX/XXXX at XXXX. In XX/XX/XXXX, I again sought to make a one-time principal payment via the website for {$10000.00} and once again received an error message. I spoke to a CSR ( XXXX XXXX on XX/XX/XXXX who processed the payment. In XX/XX/XXXX, I tried again to process a principal payment of a few hundred dollars online and received an error. I did NOT call a CSR. On XX/XX/XXXX, I tried to use the website to get a copy of my amortization schedule and again, received an error. At this time, I submitted a complaint via the company 's website explaining the issues I encountered and my increasing frustration. I also suggested that the hoops I had to go through to make principal payments felt as though LoanCare was trying to make it harder for customer to pre-pay and thereby collect more interest income. For example, there was a 2 week delay from XXXX until XX/XX/XXXX where LoanCare was able to collect interest on an additional {$10000.00} of principal because I wasn't able to make a one-time payment despite repeated attempts. In my complaint on XX/XX/XXXX, I asked to be contacted on my cell phone. LoanCare did call me on both XX/XX/XXXX and XXXX, but I was unable to take the calls. On XX/XX/XXXX, I received a letter in the mail regarding my inquiry for a copy of my amortization schedule ; a copy was enclosed in the letter. Also enclosed was a letter to another customer regarding a complaint they submitted to the XXXX XXXX XXXX regarding their escrow account. In addition to the letter, LoanCare included a copy of the other customer 's escrow statement which includes various PII ( name, address, loan number, etc. ). I reached out to LoanCare on XX/XX/XXXX to share that I received this letter. I also asked who their primary regulator is, and they confirmed it is the CFPB. They provided an internal email address where I can submit my complaint and asked that I send a copy of the other customer 's information that was shared. I have not yet submitted anything to this email.
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| 08/17/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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My mortgage loan was transferred/sold from LoanCare to XXXX XXXX on XX/XX/2021. I was attempting to pay the loan off completely in XXXX of 2021 to avoid having to deal with the new loan servicer.
XXXX XXXX is showing an unpaid principal balance of {$55.00}, XXXX. I have sent them multiple documents as proof of an unpaid balance of {$0.00}.
I have provided all of these documents to XXXX XXXX.
Please find attached : XXXX and XXXX bank Statements showing payments to LoanCare to pay off the loan. ( Attachments 1 and 2 ) A Payoff Statement from LoanCare dated XXXX in the amount of {$200.00} and an unpaid principal balance of {$0.00}. ( Attachment 3 ) A XXXX Monthly Statement from LoanCare showing large payments in XXXX and an unpaid loan balance of {$0.00}. ( Attachment # 4 ) A XXXX Monthly XXXX XXXX dated XX/XX/2021 ) from XXXX XXXX indicating an unpaid principal balance of {$55.00}, XXXX. ( Attachment # 5 ) Log of some of the many calls/emails to XXXX XXXX to resolve this.
XX/XX/XXXX, XXXX-Received a digital payoff statement from XXXX XXXX ( Attachment # 7 ) and a Digital XXXX Monthly Statement ( Attachment # 6 ) XX/XX/XXXX, XXXX-Called and left a message and sent an email to XXXX XXXX about the status of my balance.
XX/XX/XXXX, XXXX-Emailed XXXX XXXX and the Research Incoming address for XXXX XXXX a copy of the payoff Statement and the XXXX Monthly statement from LoanCare.
XX/XX/XXXX, XXXX-Called and left a message for XXXX inquiring about the code change. XXXX called back and said the code change had nothing to do with the change to the unpaid balance amount.
XX/XX/XXXX, XXXX-According to a soft pull of my credit report, I do not have a debt to anyone for a mortgage. It appears to be paid off.
.
XX/XX/XXXX, XXXX-Spoke to XXXX. She requested additional copies of the bank statements in PDF format. I emailed them to her. She also asked me to reach out to XXXX XXXX to inquire about the code being changed XX/XX/XXXX, XXXX-Made a third monthly payment for a loan that I was trying to payoff XX/XX/XXXX, XXXX-Finally got connected to XXXX XXXX, Executive Resolutions Team and sent her pictures of bank statements showing off paying down the loan in XXXX and XXXX.
XXXX XXXX-Loan Balance changed from {$0.00} to $ XXXX ( Code was changed? XXXX XXXX ) XXXX XXXX Made 2 monthly payments for a loan with a {$0.00} balance to avoid late fees after getting a text from a debt collector XX/XX/XXXX, XXXX XXXX ( needed to change a code-thought they could pay off the balance from escrow ) XX/XX/XXXX, XXXX-Requested a payoff statement via email ( talked to different 2 reps ) one was never sent XXXX XXXX-Called XXXX XXXX multiple times inquiring about the status/balance of the transfer I am not really sure who is more to blame, LoanCare for not applying the payoff amount to the payoff balance ( they applied it to the escrow account ) or XXXX XXXX for not resolving the unpaid principal balance with all of the documentation that I sent them.
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| 05/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our previous loan company was XXXX. They sold out to Loancare , LLC. We received a letter from XXXX on XX/XX/XXXX that our new mortgage company would be Loancare as of XX/XX/XXXX ( this is also when our loan is due- XXXX of each month ) and it gave the address to which our payment should be made. We have a Third Party payor that sends our mortgage payment out for us so that our loan should be paid off early. This company is called XXXX XXXX. I called them to notify them of the change then I faxed them the letter we received from XXXX. They sent the payment electronically on XX/XX/XXXX, we verified the amount and trace number with Loancare because we received a bill saying out XX/XX/XXXX payment was not made. That prompted me to call Loancare. The first time I spoke with a man named XXXX. He asked for our loan number I told him I only had the loan number from XXXX. He said that was fine because they had both that number and our new loan number with Loancare but said no payment had been made. So with XXXX XXXX on the line and with Loancare on the other line ( conference call ) the loancare rep researched and found out that yes they received the money but they thought it went to another customer because of the loan number used ( the only one we had at the time ). She said the problem is that customer was no longer a customer of Loancare 's so Loancare sent our money to the other person 's new financial institution. She said she would put in a request to get it back but our account would show over due until Loancare received the money back. I have called several times and spent hours on the phone on hold and I spoke with two Managers. The first Manager told me our account would be credited within two business days. A week later I called only to find out he lied. I spoke with another Manager and he said the money would not be credited to our account until Loancare received it back. I told him that was not our problem our payment was made and we want it credited to our account. We received over due phone calls and letters in the mail. He told me that was just automatic and to disregard them I said that is not the point- the point is we made our payment and it should be credited to our account as of XX/XX/XXXX. I told him I wanted to speak with someone higher than him He said he would put the request in. We never heard back. I called again asking to speak to the highest person in authority and was told I could only speak to an immediate supervisor. I said fine put them on and then I will ask to speak to someone higher. I was put on hold for 28 mins. Finally she came back and said no one was available but she would have them call. No one ever called. I have spent HOURS on the phone with Loancare trying to get this resolved and they keep telling me the same thing that they will not credit our account until they receive the money back from the other institution. I asked what happens if they never send it back? I got no answer.HELP.
|
| 06/08/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I have submitted a complaint against LoanCareLLC with CFPB Complaint Number XXXX. Thus, I DO NOT SEE THIS COMPLAINT UNDER MY CFPB ACCOUNT. I DISAGREE WITH CFPB sending me a letter on XX/XX/XXXX stating I am a victim of Fraud according to LoanCareLLC. IT IS A FRAUD CFPB TO ASISNED A Complaint Number XXXX, AND NOT POST THIS FOR RESPONSE ON CFPB MY E-ACCOUNT.
It is a Fraud the LoanCareLLC to ingnore the fees they are charging when consumer is paying her mortgage on time.
NOW I WILL REPUBLISH THIS COMPLAINT TO THE ATTENTION OF PUBLIC AS A RESPOND TO THE CFPB LETTER AND RESPONSE TO THE LOANCARELLC REFUSAL TO ANSWER HONESTLY ABOUT THE MORTGAGE FEES.
In the Article " Consumer protection bureau warns about pay-by-phone fees '' By XXXX XXXX XXXX | Published : XX/XX/XXXX, at XXXX XXXX XXXX, CFPB is asking the following question, '' Are you paying unnecessary fees just for the convenience of paying your bill by phone '' Well : LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX XXXX, XXXX, PA, XXXX, NMLS # XXXX, IS CHARGING THE FOLLOWING Special Servicing FEES a customer 'MAY REQUEST ' : 1.PAY-BY-PHONE ( OVER THE PHONE CHECK??? [ e.g. never heart about such check!! ] ) {$15.00} 2. AUTOMATED PHONE SYSTEM PAYMENT UP TO {$12.00} 3. ONLINE PAYMENT FEE UP TO {$10.00} In other words LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX, XXXX, PA, XXXX are financial services company which regulates restriction to the consumers due to fees, as pushing them to pay-by-phone fees, automated fees and most importantly - ONLINE FEES WHICH FOR MOST COMPANIES ARE FREE OF CHARGE IF A MORTAGEE WOULD PAY HIS/HER MORTGAGE. Are THE FEES charged lawfully? I'd say " NO '' since these FEES are not expedited fees, but a regular push-pay fees for a regular mortgage payment BY LoanCare , LLC, which is a Debt Collector Company, not a mortgage company. LoanCare , LLC on Behalf of XXXX XXXX XXXX leave only one fee-less option for mortgages to pay their mortgages which is " using a bank bill payment system ''. On the other hand, LoanCare , LLC on Behalf of XXXX XXXX does not disclose the particular state and federal laws to their customers on mortgage or other statements to make sure mortgagees are aware of the legality, or illegality of charged Online or Pay-by-phone check FEES when paying their monthly mortgages. LoanCare , LLC NMLS # XXXX makes a statement that the actual fee charges to a particular customer may be different ( or there may be no fee ) if guidance are imposed by State agencies ( VA, FHA, etc. ) or investors., and the fee schedule is subject change, and URGES CONSUMERS TO REVEIW EACH STATEMENT FOR ANY CHANGES. I disagree to be a consumer or subject of constantly changing fees to make payments for my FHA mortgage online or by phone. LoanCare , LLC on Behalf of XXXX XXXX earn sufficient profits from the mortgage interests so LoanCare , LLC on Behalf of XXXX XXXX to charge additional fees. IT MUST BE STOPPED AND MADE ACCOUNTABLE.
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| 10/15/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Hello, On XX/XX/2022 my husband lost his job due to cutbacks at the company he worked for. We sold some personal belongings and scrapped along to pay our mortgage. But, by the middle to of XXXX, we knew we were going to fall behind. At that point, my husband, contacted our home loan company, LoanCare, and told them our situation. We have an FHA backed loan. They told us to go to their website and fill out the loan assistance paperwork. We did that on XX/XX/XXXX. On XX/XX/XXXX XXXX requested specific documents be sent over via email. My husband and I gathered everything that was requested and sent it over on XX/XX/2022 at XXXX.
We were assigned a Mortgage Resolution Advocate, XXXX XXXX, on XX/XX/2022. We were given a specific phone number and extension so that we could reach out to XXXX XXXX XXXX, if needed.
On XX/XX/XXXX we received a request in the mail from LoanCare asking for another document, a monthly budget statement. My husband and I had already sent this over in the email on XX/XX/XXXX, but we went ahead and sent it over again. We also requested, in that email, to have XXXX XXXX XXXX call us with an update on the loan assistance. We have never received a response via email or phone on the status of our requests. My husband is still unemployed. He is also XXXX with XXXX XXXX and the stress of this has taken a toll on his health. We have tried calling XXXXXXXX XXXX XXXX at the toll free number provided to us but when we call we only get a loan assistance officer working from a call center. When we ask to be transferred to XXXX XXXX XXXX extension that was provided to us we are told " We have no way of transferring to an extension. '' So, we are stuck not knowing what is going on or how to contact anyone about our request for loan assistance. My husband email AGAIN on XX/XX/XXXX and we have received no response.
After doing some research on the internet I found that LoanCare is notorious for not following up with people and then blaming them for not sending over the requested paperwork in time to provide loan assistance. I was under the impression that having an FHA backed loan provides us with more assistance options. But, since we are unable to get a hold of anyone at LoanCare in the Mortgage Assistance Department, we can't get answers to our questions. This is all been very stressful. We have been in our home for 19 years, made every payment on time, but have fallen into a difficult situation for the first time in our lives. It frustrates us that we, as Americans, don't do more to help those that have a track record of paying on time and doing the right things. We do not want to move from our house. It is equipped to handle my husbands handicap issues and moving is not an option if we can just get a little assistance until my husband finds a new job.
We hope the CFPB can reach out to LoanCare and get them to follow up with us. Its been over a month since we first contacted them.
Warmest Regards, XXXX XXXX
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| 04/22/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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|
Web |
|
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I am trying to pay money to myloancare and they don't want to take the money. I am very disappointed.
-Please keep in mind that each phone call takes from 60 minutes up to 3 hours. Yes.
-All emails and contact us web forms send an auto responder email and no one gets back to you - You leave a message to call you back within 24 hours, no one calls back .... NO ONE.
- All calls are recorded, many times they just hang up the call. I wish I could get any of these recordings.
So here are the issues briefly that I have been facing.
ISSUE # 1 : A check was cut on XX/XX/XXXX and mailed on XX/XX/XXXX by a local Covid 19 XXXX and XXXX XXXX program as I was qualified due to my hardship, the check was with an amount of XXXX it was mailed to the below address : XXXX XXXX XXXX XXXX, PA XXXX The amount never got deposited into my account.
We kept on going back and forth with the company ... No way we could find the check. and of course its USPS 's fault.
ISSUE # XXXX : since XX/XX/XXXX We have been requesting an affidavit of Lost check signed, notarized and sealed, which has never been done.
ISSUE # XXXX : A new check was issued again by the same covid 19 mortgage relief program dated XX/XX/XXXX in the amount of {$5800.00}.
It was mailed, using certified mail, to the below address : XXXX XXXX XXXX XXXX, PA XXXX I provided the USPS Tracking number : XXXX and was delivered to your XXXX XXXX on XXXX, XXXX, XXXX at XXXX XXXX and has never been deposited into my account. TILL TODAY. it is within their facility, with my loan number referenced onto it, and never cached?????
And guess what, I have to call everyday and LITERALLY STAY for HOURS on the phone begging for assistance, and the loss-mitigation team would tell me the only thing i could do is leave a message to the supervisor.
ISSUE # 4 : On XX/XX/XXXX, I was applying for one month mortgage payment assistance at a different Service Agency, in the amount of {$1400.00}. As per a telephone conversation with XXXX at MyLoanCare, We emailed them the required documents so that they could pay the money to myloancare, which is the mortgage statement as well as and W-9 which need to be filled out and returned to me. You would then receive payment within 30 days.
Another Rent and Mortgage Form was to pay {$1400.00}. After all the phone calls and emails and tickets created, We got the form filled up for {$1100.00}.
Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX I am extremely disappointed. I have put more than 40 hours of time in calling XXXX just to be able to get this amount of money into my account. Crazy Right.
I tried to file a complaint, and I wasnt able to do it. I guess I need to be more creative and think outside the box.
I sent emails to all these emails : No response XXXX, XXXX, XXXX, Payment ; XXXX ; XXXXXXXX XXXX XXXX ; XXXXXXXXq ; XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX
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| 07/28/2021 |
Yes |
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- Trouble during payment process
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Web |
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I filed Chapter XXXX Bankruptcy on XX/XX/XXXX and a confirmation date was on XX/XX/XXXX. The company servicing my mortgage changed from XXXX to Loancareand they were going to responsible for collecting my payments starting on XX/XX/XXXX. XXXX provideda escrow statement at that time stating my payments were going to be {$660.00} starting XX/XX/XXXX. The Notice of Transfer sent from Loancare also stated payment amount would be {$660.00}. In XXXX my Bankruptcy attorney advised me that my statement amount is actually {$730.00}, based on what was filed with the courts and listed on the statements that they received. ( There was a change in escrow. I made payments of {$730.00}. My attorney and I requested that the lender send all statements to my primary home in XXXX. Neither of us received statements for months, but I continue to make payments based on the amount of {$730.00} that was provided to me. Later in the year I received a notice that they had not received the payments from me for months. I was shocked because I knew I had made payments. It was later determined that they had received the payments, but they were applying my payments to someone elses account and mailing my statements to the wrong address. Once this was all confirmed by Loancare they still attempted to pursue litigation. In XX/XX/XXXX thaer was a hearing by the bankruptcy court which the judge threw out the case and indicated that I had made all required payments. In XX/XX/XXXX I realized tha t the billing statements still were not correct. I attempted to address this with the lender and did not get a resolution so I filed a compliant. Before the complaint was complete the lender sent me an email on XX/XX/XXXX stating that due to teheir error they would resolve the matter by crediting my account {$4100.00} to make up the difference up to XX/XX/XXXX. I did not pursue my complaint any further because of that email.
I received an escrow dated XX/XX/XXXX stating that my future payments would be {$860.00} starting in XX/XX/XXXX. I made payments for {$860.00}, but notice that that the statements were still not correct. The credit was never applied and the billing statements were now showing that my monthly payment amount is {$1100.00} and there was a past due amount. I attempted to contact Loancare and they email me on XXXX XXXX stating they will not honor the credit that they promise because they are not required to because the home was a rental property.
My issues is if the judge found that my payments were on in XX/XX/XXXX. Why would would Loancare carry over any charges into the following year. Also, why is the escrow statements and monthly statements not reading the same amount.
I'm concerned that my payments are not being applied correctly, my principle amount is not being adjusted correctly and lender is not ethical enough to honor their agreements. I feel the lender will attempt foreclosure again without trying to provide a proper resolution.
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| 10/05/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I submitted an online request to inquire about the steps to have my Private Mortgage Insurance removed prior to the originally scheduled amortization date. I received a letter from the mortgage servicer dated XX/XX/XXXX stating that I needed to have an appraisal performed on my residential property in order for mortgagee requested PMI cancellation to be approved. The letter stated that since my loan originated less than 5yrs ago and was open for at least 2yrs, the appraisal would need to show a value for which my current loan to value amount would equal 75 %. The notice also stated that I would receive notice of cancellation or non-cancellation within 30 days after the appraisal and other evidence requirements were met. I submitted the funds for the appraisal and the servicer requested the appraisal. The appraisal was performed on XX/XX/XXXX. I received a copy of the appraisal on XX/XX/XXXX via UPS but without any documentation from the servicer. After waiting a couple additional days to see if the original request would be approved I contacted the servicer and was told that the cancellation request was not approved. When asked why, I was told the LTV ratio based on the appraisal value did not meet the required 75 % threshold. In the couple days prior to this call, I made a principal only payment which brought my loan to value ratio below the required threshold of the appraisal value. The payment was effective XX/XX/XXXX the same day the determination of non-cancellation was dated but never mailed or received until my phone conversation onXX/XX/XXXX. The agent provided a confirmation of mailing for the notice of non-cancellation, however that package only included a copy of the appraisal and no documentation from the servicer regarding the cancellation status.
Based on the steps required by the servicer and the resulting value and LTV ratios I asked the representative onXX/XX/XXXX to please reevaluate the decision that was made on the same determination date as the payment was effective since the actual LTV was less than 75 % on that day. She told me the PMI department does not receive or perform any phone calls, but that she would forward my request to them and that they would respond within the required 30 days (XX/XX/XXXX ). She said there was no tracking number, but that they would respond. I then called back 2 weeks later to the only customer service number available and spoke with an agent who provided me a ( surprise ) tracking number and said that I would still be contacted byXX/XX/XXXX. Now that XX/XX/XXXX has come and gone without any response, and seeing that the servicer has made it impossible to speak directly with any representatives in the PMI department or the get a response from a dedicated person that can make a decision, I am reaching out to the CFPB for assistance. The customer service phone line has been busy for at least 2 days that I have attempted to contact about my request.
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| 12/03/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX, I received my annual escrow account disclosure statement. On the statement I was notified of a XXXX increase in my monthly mortgage payment. The statement references a current negative balance and 12 month payment plan to bring my escrow into a positive balance.
When analyzing the reason behind the increase in monthly due, I discovered that payments made in XX/XX/XXXX were higher than what they should have been. The account history indicated that no payment was made in XX/XX/XXXX when my county taxes are typically due. However they list two ( 02 ) payments made in XX/XX/XXXX for the normal amount ( {$2300.00} ), and a third payment to county taxes in XX/XX/XXXX for the amount of {$2500.00} ( a {$230.00} increase over normal taxes ). According the country website that tracks taxes on every property, a late fee was charged to my account for XXXX for an unexplained reason.
I wrote a Error Resolution Notice on XX/XX/XXXX and received a response letter dated XX/XX/XXXX. In their response they admitted to inadvertently paying an extra XXXX from my escrow account. However, they also indicated that this affair is my responsibility as the escrow disbursement form I signed indicated no payment due till XX/XX/XXXX. While this is technically correct, what is missing from their thorough Investigation is that their company financed the XX/XX/XXXX taxes into my home loan. The money was financed with the explicit purpose of property Taxes Parcel # xxxxxxx EST to XXXX County Recorder. Further, {$1200.00} was financed with the purposes of frontloading the escrow account for the XX/XX/XXXX tax and Hazard insurance payments which was to be paid in XX/XX/XXXX as agreed per the afore mentioned disclosure statement.
A phone conversation was conducted with an Official at the XXXX County Treasurer Office on XX/XX/XXXX. During this conversation he confirmed all taxes paid on my property. He also confirmed that all tax payments in XX/XX/XXXX, prior to my refinancing with loan care, were made on time for that year ( XX/XX/XXXX and XX/XX/XXXX in the amount of {$2300.00} ). He then confirmed that no tax payments were received after XX/XX/XXXX until the 3 payments were made in XX/XX/XXXX/XX/XX/XXXX. This means that the {$2400.00} that was financed for the purposes of paying my taxes was never sent to them as intended. Since there is no record of it being placed into escrow or back into my account. I must assume that Loancare has misplaced these funds.
The XXXX County official also stated that the refund was noted in his records as sent to Loancare on XX/XX/XXXX. As of the date of this writing ( XX/XX/XXXX ), no funds have been shown to have been reimbursed to my account. So they have either misplaced the refund, or have taken an abnormal amount of time to credit and fix my account.
It should also be noted that this refinance was done through Loancare to refinance a loan held by Loancare. No other companies were involved.
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| 07/03/2018 |
Yes |
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- Trouble during payment process
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Web |
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I am paying my mortgage online through online bill pay. My payment is being rejected by the mortgage company, Loan Care, LLC. Unfortunately for me, I do not find this out until 20-25 days later when my bank finally refunds my on time payment.
Timeline of events ( approximations on the hours ... the days are precise ) : XX/XX/XXXX - Payment was made XX/XX/XXXX - I hold my Payment for XXXX because I don't know where my previous mortgage money went. I think I'm getting scammed at this point.
Between XX/XX/XXXX and XX/XX/XXXX - Over 25 hours of hold, >2 call back requests and 2 emails ... I can not get contact with a human. I would either get hung up on or the customer service center would close.
Between XX/XX/XXXX and XX/XX/XXXX the people who closed on my mortgage contacted someone to get in touch with me. They told me to try my payment again. I said I would wait to make sure I have my money back first since they rejected it. Their response, " We can not reject a payment. '' I have proof that they do. I've sent it to them in email and I also have a second round of proof now that they rejected my payment again! They then tell me I don't have enough funds in my bank account. This is also a complete farce.
XX/XX/XXXX - Bank refund was received for mortgage payment XX/XX/XXXX - Refund cleared ; payment was sent again. Loan Care processed the payment on XX/XX/XXXX.
XX/XX/XXXX - I was reported to the credit bureaus for delinquency.
XX/XX/XXXX - Able to get enough evidence to prove that delinquency wasn't my fault. Sent proof to Loan Care.
-- End of this issue -- XX/XX/XXXX - Paid for XXXX.
XX/XX/XXXX - XXXX XXXX for XXXX payment.
XX/XX/XXXX - Called Customer Support around XXXX ... requested call back. Received callback at XXXX. XXXX said processing fee would be waived and late fee would be waived ; so I asked if I could pay both XXXX and XXXX. He said yes. Unfortunately, I was not prepared with financial information as I was out to dinner and tried to pay with debit card and using my phone with the only access to my bank account. Agent said not possible to pay with debit card but to call back when I got my information and that he noted everything in the account. Agent also specified that my credit reporting to the bureau was fixed.
XX/XX/XXXX - XXXX Called customer service. Requested call back. Received call back ~8. Agent refused to waive my processing fee. Why should I pay for someone to take my payment when they deny it online, deny that they are denying it, tell me that they will process it with the fee waived and then deny waiving the fee? I became unhinged, the arrogant agent stuck to her guns ... I hung up and wrote this note.
Why am I fighting to pay someone something do not want to accept? I should not have to put in part-time hours to get someone to accept my payment. I'm not asking for a hand out. I'm not asking for freebies. I just want to pay my bill and not have it sent back to me.
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| 11/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a late payment in XX/XX/XXXX & XX/XX/XXXX.
When I realized it, I called and paid both XXXX on XX/XX/XXXX ( very late ) & XXXX XX/XX/XXXX ( late ) over the phone. I had NEVER late before this.
XXXX/MyLoanCare made a mistake and entered both payments for XXXX, so I have been delinquent for XX/XX/XXXX for 1 year according to their records.
I have made 20+ calls during this period, only to be on hold for 15-45 minutes and then accidently disconnected. I have spoke to multiple people including upper management, only to be told ... .we understand the problem, it was our error and we will " open a review '' on your account.
NO ONE has ever returned my call.
I continue to be delinquent in their eyes, but I AM NOT and never was. I was LATE ... ..during Covid. I am a 1099 employee and thought I would have issues, but by the grace of GOD I was able to continue to pay my mortgage, and yes I was late.
It has been 1 year with this going on and I am totally worn out.
I couldn't get anyone to result the issue, they were all working from home, I could hear the dog barking, the kids crying and I was on hold for many, many hours. My time is valuable too.
I am at my breaking point.
I finally decided to set up autopay for XX/XX/XXXX so I would NEVER be late again, even if I died.
Their system allow me to set up the autopay, but rejected it, without my knowledge, I am a single mom, working my XXXX off and I don't have the time to be on hold for endless hours with a company that clearly has no customer service pers. onal, that has any clue what it going on with my account.
I went into my bank account and notice XXXX XXXX payment wasn't taken out, so I went on my online account and it said " delinquent '' OMG ... .what????? My XX/XX/XXXX wasn't auto paid and I was never notified ... ... now it's XX/XX/XXXX. So ... ..not only am I behind from XX/XX/XXXX, I am now behind for XX/XX/XXXX and XX/XX/XXXX.
I called on XX/XX/XXXX to make my payment for XX/XX/XXXX ( per the instructions from agent # XXXX ) she wouldn't give me the spelling of her name, they took my payment and I begged them to enter it for XX/XX/XXXX and they said ok, they told me to call back in a few days, once the money was out of my account to pay XX/XX/XXXX. Once the money was out of my account, I called to make my XX/XX/XXXX payment. They system said I was behind for 2 months and that XX/XX/XXXX was still outstanding. ERRRRRRRRRRRRR This just can't be happening. How can this company be so bad????????
I am a XXXX and while I don't pretend to be a mortgage lender, I know enough, to know this isn't right, I have never had to deal with this kind of incompetence in my life.
PLEASE help me, before XXXX - Myloancare ruins my credit and my life.
Sorry for typo 's, it's late and I am exhausted.
PS... .because they " think '' I am late, my escrow is short and I owe more money.
You can't make this stuff up... .it 's just unbelievable.
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| 04/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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To Whom it May Concern, Consider this document to be my a ) formal complaint against and b ) plea to CFPB for support in gaining restitution from the following two mortgage servicing companies -- XXXX XXXX XXXX ( at XXXX XXXX XXXX, XXXX XXXX, SD XXXX and/or XXXX XXXX XXXX, XXXX, AZ XXXX ) ( XXXX ) and ( XXXX XXXX ) /LOANCARE ( a XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX , VA XXXX ) ( XXXX ) -- both of which breached their H.A.M.P. ( HAMP ) contract with me : 1 ) UPON DEMAND BEING MADE TO EACH OF XXXX AND XXXX, after each firm had received my formal written claim for the sum of {$720.00} ( due under that certain HAMP Borrower Incentive for Timely Payment Provision contained in HAMP document attached ), both XXXX and XXXX each refused to honor their contractual obligation contained in said HAMP document ( Contract ).
2 ) The HAMP Borrower Incentive for Timely Payment Provision giving rise to this complaint was originated by XXXX in XXXX. It offers Borrower a Timely Payment Incentive of $ XXXX/month for the purpose of reducing Borrowers mortgage balance upon pay-off. Borrowers payments were always timely after the Contract was entered with XXXX.
3 ) For calendar years XXXX and XXXX XXXX met its obligation under the Contract and subject loan which XXXX designated # XXXXreducing the principal balance each of years XXXX and XXXX by {$1000.00} per year ( i.e. 12 months/year times $ XXXX/month= $ XXXX/year ).
4 ) During calendar year XXXX XXXX transferred its mortgage servicing benefits and obligations under the Contract to XXXX.
5 ) Subsequently, on XX/XX/XXXX, XXXX loan # XXXX was paid off.
6 ) The commensurate Borrower Incentive of {$720.00} which had accrued to Borrowers account up to and including XX/XX/XXXX for the calendar year XXXX ( i.e. XXXX Months -- XX/XX/XXXX to XX/XX/XXXX -- times $ XXXX/month ) was never applied to reduce the Loan Pay Off Demand which was generated by XXXX.
7 ) Shortly before and after paying-off subject loan, having realized {$720.00} should have been but was not credited to my account upon payoff, I contacted XXXX and XXXX separately via phone & subsequently emailed each of them my Demand for {$720.00} plus all back-up information they requested. Thereafter Executives at XXXX and XXXX pointed fingers at each other as being the responsible party. XXXX claimed they had not known about the Contract upon assumption of servicing papers from XXXX and therefore could not be held responsible as a result. Finally each of XXXX and XXXX refused to reimburse my {$720.00} claim -- suggesting I contact The Federal Government for assistance and/or remuneration.
8 ) PLEASE NOTE THE SUMMARY PAGE OF THE ATTACHED H.A.M.P AGREEMENT ADDRESSED TO ME, XXXX XXXX, WHICH CONTAINS THE BORROWER INCENTIVE CLAUSEthe subject of my complaint and plea to CFPB.
Please review this situation at your earliest opportunity and advise me of action pending as a result.
Yours Truly, XXXX XXXX. XXXX
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| 11/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I own a co-op apartment that I am trying to sell. On XXXX XXXX, 2019, I put my apartment on the market. That same week, I got a notification that my mortgage had been sold to XXXX and would be serviced by LoanCare. I accepted an offer on the co-op and went into contract on XXXX XXXX. The same day, I notified LoanCare via conference call with my attorney that I was selling the property and we requested the stock and lease and followed all of their instructions. I received two notices in the mail that my request had been received and acknowledged ( dated XXXX XXXX and XXXX XXXX ). Since then, no action has been taken on the part of LoanCare to produce the stock and lease and they have refused to coordinate with my attorney to set a closing date. Both myself and my attorney have called them many times ( every business day for the past several weeks ) and every time are told that there is no update. They have said that they would " escalate '' the request, but still nothing has been done. On Friday XXXX XXXX, I spoke with a supervisor who told me that she could see digital copies of all of the documents XXXX received when they purchased the loan and that the stock and lease were not among those documents. I asked if that meant they were lost, and explained ( as I have done multiple times now ) that the documents themselves can be replaced if that is the problem. She informed me that it appeared they were lost and made a note in my file that the documents were missing and that we would like to close without them. On Mon. XXXX XXXX and today ( the XXXX ) my attorney contacted them to have see if we can proceed without the physical documents, request them to complete an affidavit of lost stock and lease ( needed to replace them at closing ) and move ahead with scheduling a closing date. Their response, once again, was that they don't have an answer yet. They refuse to cooperate with myself or my attorney, refuse to schedule a closing date and refuse to communicate at all. This request was made XX/XX/XXXX and in the two and a half months since, no action has been taken on their part to complete it. My estimated closing date was XXXX XXXX. My buyers ' interest rate lock expired yesterday ( I do not know if they paid to extend it ). We are not able to close before XXXX XXXX and as of this weekend we will be in breach of the contract. My buyers are threatening to walk away and very soon they will be able to. We have been ready to close since the end of XXXX and LoanCare will not let us. They are quite literally holding my property hostage and my sale is about to fall through because they will not allow us to complete it for unknown reasons. Meanwhile I am forced to continue to pay them interest on a mortgage which should have been closed out weeks ago. I can not afford to indefinitely continue paying my mortgage and maintenance on an apartment in which I no longer reside while also paying for my current home.
|
| 04/17/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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My wife lost her job in XX/XX/XXXX. She received unemployment benefits until they were exhausted. During that time, XX/XX/XXXX, my wife was looking for work and ended up having serious health issues. After getting back on her feet and finding a job, things were spiraling downward consistently. We contacted Keep Your Home California ( KYHC ) in hopes for assistance with our delinquent mortgage. KYHC had a principal reduction program that we qualified for. We informed Loancare that KYHC was going to try and help us bring our mortgage current and work with Loancare to bring our mortgage down to an affordable payment for us. KYHC told us that they werent getting any responses from anyone, and when they did speak with someone, they said that the company was only willing to do a curtailment. KYHC told us that they needed our company to buy us out of the pool or sale our loan to someone who is willing to work with KYHC fully, because thats the only way that they could help us. Meanwhile Loancares Loss Mitigation Department was trying to come up with a solution for us, which was great, except it wasnt affordable for us, so we appealed. And when we called Loancare to try to get them to work with KYHC, it didnt go so well. So time lapsed and we lost the benefit of KYHC. One great thing is that KYHC said we could apply at a later date if something changed.
We applied, reapplied and appealed with Loancare, because the payments offered in the modification were still unaffordable to us and would have resulted in immediate failure on our part. We would have eagerly accepted and was hoping for a mortgage payment just a few hundred dollars less than the modification plan offered us. Through Loancares modification, they came up with a payment of roughly {$2100.00}, when it was roughly {$2600.00}. {$2100.00} is lower than what the payment initially was, however, it is at this time is still out of our reach. I work a full-time position and am XXXX XXXX. We are now being given the option to short sale or foreclose. And that is not what we want to do.
We would like to know why Loancare, who is our servicer, cant communicate with the lender to buy us out of the pool or sale our loan as KYHC suggested. It would be great if an obtainable modification could be reached. We knew that we had to choose assistance from KYHC or Loancares Loss Mitigation Dept. so we made it clear that we wanted to go with KYHC because it offered more help to us, it was working on our behalf, keeping us in our home, with the goal of lowering our mortgage payment so that it would have been affordable for us. According to HUD, our lender should do everything possible to help us remain in our home. We are pleading with our servicer and lender. What seems like a really great option to us, they dont seem to want to consider. My question to them is why not? We would accept a lesser modification determination, something we could reach, without failure.
|
| 06/21/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was in the process of refinancing my property for my daughters education when I found that my credit report showed recent consecutive late payments regarding my account XXXX on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. As soon as I became aware of this fact I immediately contacted customer service. It was then I learned that due to a bounced check in XX/XX/XXXX, all ACH draws were stopped. I was shocked and horrified and I immediately paid the balance in full. I asked why I was never informed about this ; the representative said a letter was mailed. When I explained that I never received this letter, the representative checked and together we discovered that the address on file was incorrect ; this is why I never received the letter. In addition, I sincerely had no idea that an ACH draw could be canceled by anyone but me. I have all my bills set up to for auto draw, and indeed when I checked my bank account I saw the balance was extremely high because funds were never debited. I had any knowledge of this bounced check or cancellation of the ACH draw, I would have addressed it immediately. My credit report shows that over the past seven years ( with the exception of XXXX/Loancare ) I have paid every creditor on time and never missed even one payment ; for a total of 354 payments. Ive spent my entire life building my credit. To this very day, I have not received any documentation indicating there is a problem with my account. Only for my attempt to refinance my home for my daughters education, I would still be unaware. The purpose of my correspondence is to request a " goodwill '' adjustment due to the resulting hardship on the reporting of this account to the three credit agencies. I do recognize that this request is unique and that it may not be XXXX normal policy. Please consider that the Fair Credit Reporting Act does not demand that all accounts be reported, only that any account reported to be done so accurately. Therefore, a company does have legal discretion and permission to remove any account it chooses from the credit report. I 'm hoping/praying/begging that XXXX will do this in my case. If XXXX does not, my credit that I have worked so hard for all my life is gone. I went from XXXX+ to XXXX and it will take seven more years to build it up again. Even more devastating, I will not be able to refinance my home ; I am a single mother, I have nowhere to go and no one to turn to for my daughters school fees. This would create an extreme hardship for our little XXXX person family and it will change the course of her life forever. We will not even be able to pursue an affordable financing arrangement because my credit is so bad. My only option is to sell my old car but I need this vehicle to get to work every day. Im in a complete panic and this experience has left me traumatized. I 'm hoping you might review the circumstances and consider a good will adjustment in light of the resulting hardship.
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| 09/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LoanCare Complaint XX/XX/XXXX I. LoanCare sends request for additional documents to support Loss Mitigation Assistance : Unemployment benefit award letter OR 60 days recent consecutive bank statements showing unemployment income deposit Dated XX/XX/XXXX ( received XXXX XXXX, XXXX ) BY XX/XX/XXXX Responded by email with Award Letter to email address located on request letter on XX/XX/XXXX.
XXXX. LoanCare sends request for additional documents to support Loss Mitigation Assistance Unemployment benefit award letter AND 60 days recent XXXX bank statements all pages even if blank Dated XX/XX/XXXX ( receive XX/XX/XXXX ) BY XX/XX/XXXX Responded by email with both Award Letter and bank stmts email address located on request letter on XX/XX/XXXX.
XXXX. Received letter dated XXXX XXXX, XXXX stating my home was in FORECLOSURE XXXX calendar days before a scheduled FORECLOSURE SALE and my application for assistance was incomplete. Called day after receiving letter on XXXX, XXXX and verified Application IS COMPLETE and foreclosure stopped.
IV. Received XXXX XXXX XX/XX/XXXX ( received XX/XX/XXXX ) stating application complete and LoanCare must deny or submit a written offer for foreclosure prevention alternative within 30 calendar days after XX/XX/XXXX.
As of XX/XX/XXXX have received neither a denial or foreclosure prevention offer.
V. Received Letter Dated XXXX XXXX, XXXX ( received XX/XX/XXXX ) Stating my Mitigation Assistance is pending Missing Third Party Documentation, and no action is required by me ( the Borrower ).
VI. Investigated the status of financial assistance ( supporting missing payment during forbearance periods ) provided by XXXX XXXX XXXX program and found that it is stalled due to : Awaiting Mortgage Servicer Information LoanCare is not responding to requests to State Assistance organization provide funds to pay LoanCare? Is LoanCare proceding with foreclosure to try and strip me of the equity of my home I have been procuring for the last 20 years of paying my mortgage, only to lose it to a bank involved with my loan for less than 3 years? It seems that LoanCare is running out the clock on my time. Without a single point of contact, which LoanCare has offered but in reality will not allow me to contact, I am at a loss for who to talk to at LoanCare. Every time I call I get a different status reported on my account with a different ( well trained ) representative.
XXXX.
Additionally, LoanCare has sent an attached notice Dated XX/XX/XXXX ( received XXXX XXXX ). Only recorded one call where my payment for this demand was refused by the XXXX XXXX, XXXX.
I have also requested a copy of the Promissory Note, containing my signature and contractual obligation of both parties, without response.
I am also restricted ( and hence discriminated against ) from using the online services to organize and handle communication, payment, documentation needs, enjoyed by every other borrower.
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| 03/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
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my husband had a XXXX XX/XX/XXXX. our lender was required by law to work with us and gave us a loss mitigation for 12 months. as soon as my husband was able to return to work before the 12 months was up, they sent us a nasty letter demanding over {$7000.00} in back payments and over {$2700.00} for some terrible very expensive insurance they purchased, when it was due to their incompetence that our good insurance in escrow had gotten dropped because they kept paying it late, causing there to be alot of late charges and increasing the overall cost of the insurance. but that 's a secondary problem. after a loss mitigation loancare/XXXX- was suppose to have offered us a payback agreement arrangement or give us a modified loan which would have put the missed payments onto the end of the loan, which we mistakenly had believed they had already done. but they offered us nothing. they sent the letter dated XXXX XXXX, but we did not receive it until XXXX, and the deadline to file an appeal they set on XX/XX/XXXX. so we barely had any time to file an appeal. i managed to hand write a very sloppy one and get it mailed on XX/XX/XXXX. what they have done is to invalidate the entire loss mitigation purpose. they knew we did not have an extra {$9000.00} at that point just lying around to give them. they were angry at having to give us the loss mitigation in the first place. but this has to be a violation. they also XXXX so his credit rating has become so poor, that when we tried to get new house insurance there was n't one company that would pick us up anywhere! suddenly due to conditions beyond his control, and after never before missing a mortgage payment, or filing a house insurance claim of any kind, he was such a high risk as to be completely uninsurable! this company is disreputable and should be put out of business, they started foreclosure proceedings after wer were late once by five days with our payment. when we tried to make payments twice they refused to take our money, yet they keep sending letters stating we are now two payments behind, but they wo n't take our money. then we found out they have refused to put our XX/XX/XXXX payment on our loan. so they have our {$540.00} just floating around somewhere. they sent us an apology letter, saying they had meant to tell us our new payments were {$700.00} but they were still foreclosing! now my husband is a veteran and we had been working with the va home loan program and were told they would refinance our mortgage if loancare would remove all its demonizing and libelous bad credit reporting, we did not miss any payments. we had a loss mitigation and kept up with all that was required of us for almost a yr. during a very difficult time in our lives when we did n't have XXXX cents to rub together! this negative credit reporting is obviously just done by robo computer program. its not as if XXXX just decided one day to quit making his house payments.
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| 12/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have written to Loancare about this issue multiple times as well as called them. Loancare continues to report incorrectly to the credit bureaus. With the last complaint to the bureaus the solution was to simply list our home loan as currently on time. This is not the fix Loancare needed to report. After we finally were allowed to get out of forbearance ( we were denied multiple times by Loancare ), we completed the forced three-month trial period after the forbearance program, those months were XXXX, XXXX and XXXX of XXXX. These payments were to be made on time and in full in order for Loancare to redirect the missed payments to the end of the home loan. The first payment was XX/XX/XXXX. XXXX, XXXX and XXXX of XXXX were all paid IN FULL and ON TIME, with receipt confirmation and yet Loancare has reported all of those months as 30 days past due to all three credit bureaus.We entered the forbearance program because our household went from two and half incomes down to one, we called Loancare to get advice as to what the best choice would be for us to not lose our home. We were told the forbearance was an option, we could get out of the program as soon as we were able to pay the mortgage with no issues. We were told Loancare would send the credit bureaus a non-report notice each month until we were out of the program. I have over 20 calls to Loancare over the last year and a half. This program was a disaster. Each time I called I was shifted around to different departments, I spoke with multiple managers and supervisors, they each had different answers to the same questions. Our mortgage was reported late for over a year. We were told while in forbearance it would be a non-report. I have contacted Loancare directly about this issue multiple times. I am given different answer, and different reasons why the reporting is not being corrected. None of which are the same employee to employee. I have documented payments that are on time and in full that Loancare has reported as 30 days late ( whether they were paid in full or not during the forbearance ). We still paid as much as we could while in forbearance, some months in full, some what we could afford but all of these payments were not required because we were in forbearance. Loancare still reported as late every month. We would not in a million years have chosen to take part in a plan reported us late for over a year. This issue has ruined my credit. I am willing to take whatever steps needed to get this corrected. I am trying to refinance my house but because of the incorrect reporting I am unable to do so. I need help. I have contacted every other government site and company I can think of including two lawyers. I need direction and help to get this issue resolved. Thank you.
**Attached are all of the payments that came out of my account, the other owner has the payments from XX/XX/XXXX to XX/XX/XXXX ( he has since moved out of the home )
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| 02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Hello- I do hope you can help me with LoanCare. I have been trying to work out a disaster repayment plan with LoanCare. I was on a forbearance program due to Hurricane Ian from XXXX to XXXX, XXXX. I was incredibly grateful LoanCare offered such a program. I entered the program under the pretense at the end of the forbearance period, someone would work with me on a repayment plan, to pay what I could and my good credit standing would not be impacted. I made a payment in XXXX of {$510.00} and a full payment in XXXX, {$1500.00}. My good credit standing is extremely important for my Government clearance. I started calling LoanCare around XXXX to discuss a disaster repayment plan. I was told someone would contact me at the end of the forbearance period. I received and completed the Mortgage Assistance Application and submitted it on XX/XX/XXXX as I was advised by a LoanCare representative around XXXX XXXX when I called to wait until the end of the forbearance period. I received no response so I followed-up with a phone call on XX/XX/XXXX. I attempted to makes another payment which was declined by LoanCare unless I could pay {$2400.00}, stating I was more than 60 days late and they could only accept a full payment or submit additional documentation for underwriting. I provided the requested documents on XX/XX/XXXX. Again I was assured there would be no impact to my credit score while a plan was being worked out with underwriting. XX/XX/XXXX, I learned LoanCare reported me as being 60 days late to the credit bureau. I spoke with another LoanCare representative on XX/XX/XXXX who stated I was told misinformation on XX/XX/XXXX, that LoanCare did not have me under the disaster forbearance program, she contacted her supervisor to correct the credit reporting and she stated NO additional documents were required from me and my current interest rate would not be changed. The next step was for underwriting to work out a disaster repayment plan. I called on XX/XX/XXXX as I had not heard back from underwriting. The LoanCare representative stated, I received incorrect information on XX/XX/XXXX. Additional documents were needed, my interest rate would like increase to the current rate and the credit bureau would continue to be notified of late payments. The only way I could prevent this was to pay {$3800.00}. I explained I receive drastically different or misinformation every time I contact LoanCare. If I knew of this impact, I would not have entered into the disaster forbearance program. I explained that every time I contact LoanCare I am misinformed and requested to speak with a manager to no avail. I followed up with an email to LoanCares Mitigation Department in XX/XX/XXXX and XX/XX/XXXX requesting for management to contact me so we can work out a disaster repayment plan there has been no response. I would appreciate any assistance, this is causing me undue stress personally and financially. Thank you!
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| 01/20/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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Summary : Loancare was reporting I have a 60 day late payment for a month that was 6 months after I sold my home. I disputed it and they updated it to show that I have a 60 day late payment 14 months after I sold my home.
I was 60 days late on my mortgage in XXXX. I decided to request deferred payment under the COVID relief tools. I then sold my home and completed the sell on XX/XX/XXXX. I used the proceeds to pay off my debts and waited a year to rebuild credit so I could apply for a new loan. In XX/XX/XXXX I applied for a new loan and found that Loancare was reporting I had a 60 day late payment for XX/XX/XXXX ( 6 months after sell of home ). I sent a formal dispute to the fax number they provided on XX/XX/XXXX. Loancare sent me a formal letter stating there was no error in their reporting.
I proceeded to have my lender pull a fresh credit report to see if the error was corrected. We found that Loancare removed the XX/XX/XXXX 60 day late payment record but added a XX/XX/XXXX 60 day late payment ( this credit report was pulled in XX/XX/XXXX so it was for the same month as the dispute resolution letter ) I contacted a supervisor at Loancare to have them review. She told me to just go around the error and submit proof it was paid to obtain a new loan. She provided an email I could resubmit my new dispute.
On XX/XX/XXXX I resubmitted my new dispute of the XX/XX/XXXX 60 day late payment via email and contacted my lender to see if we could get approved providing the proof that the loan was paid off. My lender contacted the underwriter manager who denied my loan due to the " recent '' late even with proof provided.
On XX/XX/XXXX I received a letter from Loancare acknowledging that they had reported XX/XX/XXXX as a late payment and corrected it but still did not acknowledge the XX/XX/XXXX late payment.
At this point I have too many hard credit pulls trying to get this resolved and Loancare is still no closer to resolving the " floating '' 60 day late payment.
I started this process in XX/XX/XXXX with a goal of purchasing a home in XX/XX/XXXX so I would have adequate time to relocate before my rental lease expired. My rental lease is now expiring with XXXX and I have an option to be homeless or pay a higher premium to stay where I am at currently. Loancare 's actions are having a direct impact on my inability to find housing and having impacted my XXXX XXXX negatively with additional hard inquires. As of XXXX they will have a direct negative impact on my finances with the lease expiring and inability to have found housing timely.
I should also note that I have disputed this will all credit bureaus and have had no success.
My assumption is that Loancare did not properly close out my forbearance as the original " 60 day late '' was 60 days following the month my forbearance would have ended. Then, instead of figuring that out they updated it the current month of the last dispute.
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| 11/20/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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The holder of my FHA mortgage loan Loancare is refusing to review or look at my current financial information to consider me for loan modification or other homeowner assistance programs. Every time I call I speak to a different person, and they give me the runaround and have set a foreclosure sale date instead of letting me be considered for any homeowner assistance programs. They have set a sale date of XX/XX/XXXX, and over the past several months have never once looked at the paperwork I submitted or given me any feedback or communication. Additionally they have failed to provide Occupied Conveyance paperwork prior to the scheduling of the sale date as required by HUD guidelines.
I bought this home a little over a year ago. At the time I was making a solid living in sales, and my wife worked at a doctor 's office. We applied for and were qualified for this FHA government purchase loan based on our income at that time. Not long after buying the home my wife was involved in a bad car accident. She was unable to work and I had to take a couple of months off to care for her, so for a period of time there was NO income coming in. When I went back to work the business had dramatically slowed down and it was the holiday season so it was a bad time to try and switch and find a new sales job. Once my wife was ready to go back to work she found that her hours were drastically cut because the doctor she worked for was cutting back on his hours and went on a long vacation as well. The combination of these factors over a few months affected our income and we ended up defaulting on our loan.
I immediately contacted Loancare to try and resolve this matter and offered to make partial payments while I got back on my feet. I was told no, that I should wait and make the full payment when I could. When I called back to try and make the full payment I was told that they would not accept it because now they needed two months of mortgage payments AND late fees in order to accept my payment. I could not do this and the situation began to snowball. I contacted their agents repeatedly to request the chance to be considered for a loan modification. Every time I called in I would talk to someone different. No one gave me the option to apply for help or be reviewed for any programs, instead I was told the only thing I could do was reinstate the loan.
I have since found a new job and make a solid living again. I have filled out the home retention package and sent it in to Loancare on several occasions but have never actually been reviewed, never had an assessment completed of my financial circumstances and have never had a point of contact assigned. Instead Loancare marches to foreclosure and denies me access to these programs they are required to review me for. I can afford a reasonable payment and deserve the chance to fix this problem and get back into regular payments on my mortgage loan with Loancare.
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| 08/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My wife and I recently went through XXXX to get our loan servicer, Loancare llc, to cancel our PMI.
We submitted a written request for cancellation XX/XX/XXXX via email. An automated email response was sent informing us our request was received and we would be contacted by an representative within 5 business days. We did not hear from anyone until we received a letter in XXXX again acknowledging our cancellation request. The letter explained the requirements to qualify for PMI cancellation, which included a new appraisal at a cost of {$420.00}. We sent a check for {$420.00} shortly after, having still not heard from a representative.
We finally received a call from loancare rep XXXX XXXX on or about XX/XX/XXXX, nearly 4 months after our request was submitted. XXXX asked for a non detailed list of property improvements and estimate of money spent. The list and estimate was provided XX/XX/XXXX. The rep responded XX/XX/XXXX stating that the quality of improvements was not enough to increase property value and our request was denied.
Our response was incredulous. We knew this was incorrect based on the letter they sent in XXXX. It stated the requirements for cancellation and the property improvements and value added are to be evaluated by an appraisal. The loan servicer has no say in whether improvements are can raise property value enough to reach LTV threshold. That is the point of the appraisal.
After we pointed out that her denial was inappropriate and wrong, XXXX went on to completely misrepresented the rules laid out in the XXXX XXXX Servicing Guide and eventually passed us on to her supervisor, XXXX XXXX.
We had a principal balance of {$230000.00} and needed a new appraisal value of {$310000.00}. So we needed an increased property value of {$64000.00}. XXXX picked up right where XXXX left off and claimed the entire increase in value must come solely from money spent on improvements and not from market increases. XXXX repeatedly, and incorrectly, referenced Part B-8.1-04 : Termination of Conventional Mortgage Insurance of the XXXX XXXX Servicing Guide . When we made it clear we knew she was lying and we were not going to be misled she stopped communicating. She did not respond to emails from XX/XX/XXXX to XX/XX/XXXX. We repeated our demand for the appraisal on XX/XX/XXXX. She finally agreed to order our appraisal on XX/XX/XXXX but continued to claim it would be denied.
Our appraisal was completed and the report came back XX/XX/XXXX. It appraised for {$340000.00} and our PMI was cancelled immediately, thus proving they had been lying the entire time.
They lied and delayed our appraisal hoping we would give up. They used unethical and fraudulent tactics to delay the process for 10 months when it should have taken one. This cost us $ XXXX/month in PMI premiums for 10 months. Thats {$3000.00} that we should not have had to pay and we should be reimbursed every dollar.
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| 10/02/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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This initial issue began in XX/XX/2023. My income was lowered and I needed assistance with my house payments for 2 months -- well it is now XX/XX/2023 and this issue is not even close to being resolved and all I get told is that I did not submit proper documents. Over the course of XXXX, XXXX, and XXXX I contacted LoanCare on a regular basis trying to determine the issues with my partial claim -- it was always something with the paperwork. The first set of paperwork was an error on my part but after that -- I have no clue because I double, even triple checked before mailing. Anyway, with XXXX borrowers on the loan I was first told we both have to sign the same set of papers, no way around it ( for the partial claim ), then I was told no we could each sign a set of papers and send them in, so I contacted the other person on the mortgage and arranged for that to be done. Mind you over the course of these 3 months I venture to say over 4-6 sets of these partial claim documents were sent back and forth, we never were told what was incorrect, each time I called it was a different story. Which brings me to XXXX. On XX/XX/XXXX I mailed via LoanCare 's XXXX provided envelope the last set of documents.The other borrow sent his in around the same time but I do not have the exact date. On XX/XX/XXXX, I get a letter from LoanCare confirming my new auto draft ( that paperwork was part of the documentation I sent on XX/XX/XXXX, so obviously they received my information ). So I call again in XXXX to make sure everything is good to go and find out how to make my house payment. They tell me it will take 6-8 weeks for the partial claim paperwork to cycle through and in the mean time I need to call each month to make my payment. So then I call to make my XXXX house payment and guess what??? My partial claim application has been closed since I failed to return the appropriate documents in the allotted amount of time so I need to bring my loan current or I can reapply for a partial claim and begin this 6 month process completely over.
I can tell you first hand, this company has no consistency or compassion. I take my mortgage very seriously and have been concerned about this process from the beginning because I do not want anything to happen to my home. One day everything is good to go and then the next day a completely different story. I am frustrated, upset and nervous. As a first time home buyer you are unsure what your rights are and being shuffled from one uneducated customer service rep to another is beyond frustrating when dealing with something of this magnitude.
So currently, I still can not access my account online, LoanCare has closed my partial claim application because I DID NOT SUBMIT PAPERWORK ON TIME, and they would like the {$5000.00}. When asked if someone could explain this to me I was told that I could call back and see if a supervisor would speak to me. I COULD CALL BACK!!!
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| 09/14/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XX/XX/XXXX, I inquired with XXXX XXXX ( my mortgage lender at that time ) regarding a forbearance under the CARES Act XXXX in anticipation of my wife being XXXX XXXX in XX/XX/XXXX. I was not aware that during my inquiry it was the beginning of my forbearance as I was not informed by the representative and I just made my XX/XX/XXXX payment. I was informed that my loan terms will resume after 12 months of forbearance with my missed payment added in the back end of the maturity term. For the next 12 months starting in XX/XX/XXXX, I was in forbearance with XXXX XXXX After the 12 months period, I was informed by XXXX XXXX to resume my payment on 1st of the month under trial payment plan for 3 months ( XX/XX/XXXX- XX/XX/XXXX ). I was confused by this but complied with their trial payment plan. After making my first payment in XX/XX/XXXX, I received a letter stating that my loan was transferred to LoanCare , LLC. I called LoanCare , LLC to make a payment per XXXXXXXX XXXX unwritten term. LoanCare , LLC stated that they will rectify any issues that XXXX XXXX made as soon as they receive all the records. I continued to call every month to request a status of my request of Partial Claim under the VA Partial Claim Program. LoanCare , LLC continued to inform me that they do not have the complete records. LoanCare , LLC received my records in XX/XX/XXXX which at this time the lender informed me that they are still working on my request. This same information was relayed to me as I call in every month to make my payment. It was at the end of XX/XX/XXXX when I called to make my XX/XX/XXXX mortgage payment that they informed they did a Loan Modification. The Loan Modification is not a Partial Claim that I have requested despite of them stating that I was not approved for Partial Claim. I have called the VA in which LoanCare , LLC reported a forbearance requests ( which was approved ) from XX/XX/XXXX - XX/XX/XXXX. This forbearance was NOT requested by me as I made my monthly payment. LoanCare , LLC also reported to the VA that a loss mitigation letter sent to me in XX/XX/XXXX, which I never received because they kept stating they do not have ALL my mortage records from XXXX XXXX ( previous lender ). Also, LoanCare , LLC did NOT apply for a VA Partial Claim on my behalf as they informed me I was not approved. The Loan Modification terms is resetting my remaining 25 years back to 30 years, and my rate of 2.75 % ( which I purchased a few years back ) is increased to 3.50 %. This is not the terms that I was informed and agreed with XXXX XXXX under the CARES Act of XXXX forbearance of VA Loan. This loan modification of LoanCare does not lower my monthly payment which is what a loss mitigation supposed to be. All it does is that it resets my loan terms and increase my monthly payment from my original. I have asked LoanCare , LLC to process and submit a VA Partial Claim which they have not.
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| 09/04/2022 |
Yes |
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Web |
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FRAUD COMMITTED DURING MORTGAGE PURCHASE TRANSACTION On XX/XX/XXXX, I closed on a house purchased for {$290000.00} from XXXX XXXX XXXX XXXX XXXX, owned by XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX. At that time, XXXX XXXX signed a seller 's affidavit stating that he knew of nothing attached to the property. He also failed to disclose that his real estate agent was also his wife, who had a vested interest in the property. Over a year later, on XX/XX/XXXX, it was discovered that there were liens placed on the property by the city of XXXX, XXXX XXXX XXXX. Upon further investigation, it was discovered that XXXX XXXX, XXXX XXXX XXXX, and the title company, XXXX XXXX, were ALL aware of the open municipal code case attached to this property. I have reached out to all of them on multiple occasions. Other than one response from XXXX XXXX stating that he paid the liens, I have not received any communication or resolution on this issue. Upon further investigation and involvement from my realtor and her broker ( who reached out to them multiple times as well ), I was told that XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX submitting a lien review request to the city on XX/XX/XXXX. As of XX/XX/XXXX, the XXXX XXXX XXXX XXXX informed me that there was no lien review request submitted. They have also assured me, as has the office of XXXX XXXX XXXX, and through multiple phone consultations with local real estate attorneys, that this information is required to be disclosed by the seller and/or their agent prior to the closing of a property purchase. None of these parties disclosed this information even though they were all aware of it. As a result, I have been denied a home equity loan, a mortgage refinance loan, am not able to complete improvements on my property, and am also not able to sell the property due to these liens. I have documentation from the closing of the property, documents from open records provided by the city, and documents emailed from the title company to show proof of this. Not only is this illegal, but it is also unethical of all parties involved. I intend to report each of them to their corresponding licensing boards and other entities as appropriate. I have listed the address information for all parties involved.
XXXX XXXX, Seller XXXX XXXX XXXX, XXXX XXXX Pay Cash XXXX Houses Owner/Business Development, XXXX Homes XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sellers XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Homes XXXX XXXX XXXX XXXX XXXX XXXX Authorized Member XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Houses XXXX XXXX XXXX Seller XXXX XXXX XXXX XXXX XXXX Pay Cash XXXX Houses XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ct XXXX XXXX XXXX FL XXXX XXXX XXXX XXXX XXXX Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX
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| 12/02/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Dear Sir/Mam
In an ongoing investigation of my mortgage payments and escrow account with XXXX XXXX we have come across numerous attempts by this company to committ fraud and cause us injury by changing our mortgage payments and principal amount of the mortgage.Specifically, Loancare processes and withheld payments in suspense accounts that were for mortgage payments. Then when question and notified of this continue to manipulate the payments by changing the amount on the principal balance of the mortgage. Then they went back almost a year and change payments that were already made by myself to cover it up calling it misapplication reversals. They continue to cook their books and the process has been riddled with error all along. However, we kept copies and we attempted to communicate constantly with them questioning why they were doing this. Yet received numerous answers which did not correct the errors. I have recorded phone calls, I have print outs of the history of payments before and after they changed these payments around and the principal mortgage. This fraud needs to stop. They are taking advantage of veterans and the VA Loan system and it should be against the law. LoanCare has failed to conduct escrow analyses correctly and sent some me the borrower escrow statement where the mortgage balance has increased instead of the principal balance decreasing. They have increased our monthly payment as a result of these errors as well. Today when I logged in to make my mortgage payment now says I am 30 days behind. We are not 30 days behind nor have we ever been. Our mortgage payment went from XXXX to $XXXX because of their escrow errors and now they note online we are 30 days behind. When will this stop and what will the charge us for a mortgage payment next. Just pick a number?? I will attach the before they cook the book mortgage history and what they changed it to after the claim they missplication reversal payments. Please investigate LoanCare. LoanCare is taking advantage of this VA Loan. I can't seem to get a straight answer from thier customer service. Today I was given two different amounts of payment due, its ridiculous. First I was told we owed XXXX, then we were told we owed XXXX. We were so tired of the errors with the escrow we asked them to let us pay our own tax bills/homeowner insurance. They denied us the ability to do so. Then we asked for an analysis and things got worse. We can't keep going like this it is to stressful. Please investigate this. Please view the Payment history dated XX/XX/XXXX,XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXX. Pay close attention to the principal balances and the escrow paid and balances. There is something very wrong. Very soon I will be paying an accounting firm to review these documents as well and run a private analysis of all funds paid and escrow. Thank you for your time.
XX/XX/XXXX Veteran
XX/XX/XXXX
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| 07/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I sent an email inquiring about a letter I had received indicating the escrow portion of my mortgage payment needed to be increased nearly {$200.00} a month starting immediately with the XX/XX/XXXX due date ( to {$1600.00} ), or that I needed to pay roughly {$1500.00} to bring it " current ''. My calculations, based on their website, showed that I did not need to increase my payment more than a one-time {$200.00} payment. After that, I would be positive in my escrow account untilXX/XX/XXXX I did not receive a response to that email, and in the meantime, my bill pay from my bank automatically made my regularly scheduled payment ( {$1400.00} ). I called the office on XX/XX/XXXX, after seeing that the payment was applied as principle only, to inquire about my escrow analysis, and the person I spoke to could not assist with any more than what was in the letter I'd received. To just get the issue resolved, I indicated that I would be making an additional payment of {$180.00} to allot for the entire payment amount due ( which, again, changed with less than a month 's notice ). The representative claimed to have opened a ticket to have the principle only payments combined and converted to a regular monthly payment. Several days later, on XX/XX/XXXX, I received a letter dated XX/XX/XXXX ( yes, dated XX/XX/XXXX, received XX/XX/XXXX ) that my homeowner 's insurance had been cancelled, and they would be force-placing their insurance if I didn't resolve the payment. My homeowner 's insurance had not been cancelled yet, according my providers website, but what I did see is that the payment had been due on XX/XX/XXXX. If the payment is due XX/XX/XXXX, there is 0 % chance my insurance had been cancelled on XX/XX/XXXX, the date of the letter from LoanCare claiming it had. In addition, the money for the payment was sitting, in full, in my escrow account, and payment could have been made up to 2 months prior. According to LoanCare 's records, they mailed the check on XX/XX/XXXX ( yes, mailed on XX/XX/XXXX, a day AFTER they printed a letter saying my insurance was cancelled ), but according my insurance company, they didn't receive it until XX/XX/XXXX. Either way, the insurance was never cancelled, and if it had been, it certainly would not have been my fault. I phoned their customer service on XX/XX/XXXX, and was assured the letter was incorrect, and my insurance coverage was current. I then inquired again, about having the principle only payment converted to a regular monthly payment. Again, a ticket was opened, and again, nothing was actually completed. Last week, on XX/XX/XXXX, I phone again about the payment conversion, and was told that the previous 2 agents didnt open the ticket appropriately or get approval from a manager so it would be worked. This agent claimed to do so, yet as of XX/XX/XXXX, while I write this complaint, the payment is still not updated.
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| 02/04/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I received a letter from XXXX County on XXXX XXXX, XXXX stating that my property taxes had been requested from a mortgage company but, have not been paid. I contacted LoanCare on XXXX XXXX at XXXX central as I was listening the recording I discovered that I was past due. I spoke to XXXX # XXXX who argued with me about my past due status. She I asked her why I had not received any notices if I was past due? She verified my address, which was not correct. I asked who authorized a change in address ( which is not different from the collateral address ) she informed me that they had received returned mail and changed it to the forwarding address. I questioned why I would not receive a courtesy call before changing the address, there was no answer just an insincere trained apology. I was then transferred me to XXXX # XXXX who went to look into the problem of my past due and hung up or dropped the call. I called LoanCare back on XXXX XXXX at XXXX when I spoke to XXXX # XXXX who was very helpful and discovered that my XXXX payment was applied incorrectly by LoanCare to all principle. She informed me that they would have to reverse all the payments and then reapply them, reverse the late fee, and correct my address, all of these things would be corrected by XXXX XXXX She also said she would correct my credit by XXXX XXXX, and insured me I would receive a letter once complete. I then spoke to her about my original reason for the call my property taxes paid out of my escrow account. She said that she saw where their third party company XXXX requested the property tax information but, it was not paid. She told me that she would put in a request to add a line for the XXXX escrow and get them paid before the analysis in XXXX. She shared with me that this too would be complete by XXXX XXXX, XXXX. On XXXX XXXX, I called LoanCare again @ XXXX and left a call back number. I never received a call back. At XXXX I called again and spoke to XXXX XXXX XXXX he told me the address had been corrected, but the late fee and payment reversal had not been done that LoanCare was behind, he PROMISED me they would be done by XXXX XXXX. On XXXX XXXX, I called LoanCare and listened to the recording where I discovered that I was still past due, I still had a late fee, and I had paid {$0.00} in taxes for XXXX. I spoke to XXXX # XXXX who spoke to the credit department and once again PROMISED me that they were making the reversals " right now '' and the credit would be fixed in the morning. She told me she would call me in the morning between XXXX and XXXX central time to confirm it was fixed but, would have to forward my request to the escrow department. SHE DID NOT CALL. On XXXX XXXX, I received the escrow analysis in the mail ( the XXXX XXXX told me would n't be done until XXXX ) that included an overage check. Which I would not get if they would have paid my taxes. I have had no further contact.
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| 10/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Loancare is supposed to send us our final loan modification documents, by mail, to our home in XXXX, we already signed a full set of documents about 2 monts ago, duly notarized. Then after about 6 weeks I called to see if everything was final and they told me I was missing a document. Now it's been 3 weeks of Loancare sending the new set of docs to the wrong address ( to the property in XXXX and not to our home in XXXX, where we live, the XXXX property is a rental, with no tenant currently ).
The loan modification is because we were in forbearance in XXXX, and then came out of the forbearance in early XXXX when our income recovered from the Covid-19 pandemic. We agreed on a loan modification with Loancare for a XXXX XXXX XXXX XXXX in XXXX XXXX. so the arrears of about {$20000.00} accumulated during the foreberance would be put at the end of the loan. This modificaiton agreement was agreed upon 5 months ago, in XX/XX/XXXX.
They keep sending me the docs to the wrong address. I have updated my mailing address repeatedly on the Loancare website, since XXXX. Have called every 4 or 5 days to ask them to ensure they send the docs to us in XXXX for signature. They have sent the new set *twice* to the XXXX address and not to us in XXXX, now they have a new set being prepared and apparently are going to send it this week. Once they receive it back they tell me it will be " five or six weeks '' before the final modification is registered.
This has been going on since XXXX. We have paid the mortgage every month since then, also paid a " trial payments '' of {$1100.00} each, three times which they said was a requirement for the modification.
The problem is that they refuse to update my loan info on their website, so there it states we have not paid this loan since last year and owe the loan plus about {$20000.00} in arrears. That is not correct, we have been paying the loan since XX/XX/XXXX.
We are trying to refinance our condo in XXXX and the bank is telling us we need to get this info corrected on the Loancare website. The bank wants a statement showing our Loancare loan is not in default.
Loancare says they will do nothing until they can register the final modification, despite our having paid our loan since XXXX and being up to date. They will not update the website, and it has been several months now with us waiting to get the documents we need to sign before a Notary. They will not let us print out a scanned or emailed document, either, we must sign the paper copies they send us.
Am attaching a statement from Loancare for XX/XX/XXXX showing we have made the mortgage payments since XX/XX/XXXX. They will still not update the website info or the mortgage statements info.
Please help us by requiring Loancare to update our info on their website to show that yes, we have paid the loan, are in good standing, and modification is being finalized.
Thank you.
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| 03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have repeatedly contacted the company LoanCare about the issues of our previous complaints, and after receiving word from CFPB, they finally began listening to what we have to say. The latest packet that we have received from Loancare states that we still have XXXX and XX/XX/XXXX as well as XX/XX/XXXX payments to pay off. This all alludes to a total of {$7100.00} which we have already paid because we follow our scheduled monthly installments. We have repeatedly sent out proof of payment, and there is always a new month from a previous year which they claim we have not paid. We have paid all of our mortgage payments and taxes on time. XXXX XXXX claims that they have paid two Quarterly taxes, one of which got sent back to them as a refund, and they sent it to Loancare. Loancare claims that they have sent our one Quarter tax money to the township. The township will not accept that money because we have already paid the township directly. The other quarter that XXXX XXXX paid to the township got refunded back to us, and we sent it to Loancare. If the parties involved could find the money that Loancare apparently sent to the township, yet the township did not accept, this issue would be resolved.
The next issue at hand is regarding the escrow account that Loancare opened despite us having paid our escrow to our township among our other payments. After receiving word from CFPB with our previous complaints, Loancare claimed to have removed our escrow from our account and issued us an escrow refund. However, they claim to have refunded us after satisfying our escrow advance balance with a total of {$1800.00} remaining to give back. They should be refunding us {$3800.00} because we do not have any balance regarding escrow with Loancare. This {$3800.00} is the money that XXXX XXXX sent to Loancare ( refer to the first paragraph ). As previously mentioned, we handle our escrow through the township. Thus we sent back the {$1800.00} back to Loancare because it does not belong to us. If Loancare were to distribute the funds in which they claim to return to us to where they claim they are missing payments from, the missing money issue would be resolved. However, Loancare claims that the current required payment is {$7100.00}, which is entirely not plausible. For the past 11 years, we have consecutively paid off our principal and interest to our lender. It is after XXXX XXXX sold to Loancare that these issues began arising for not just us but a whole community of others. Please try and help us with this issue as they refuse to listen without legal or government pressure. We have all the proof necessary to show that we pay our mortgage and taxes on time. They have obliterated my credit score on the claims that I have payments pending. Please help us as this has become our worst nightmare, from threats of foreclosure to hanging up on calls with us after holding for hours.
|
| 03/21/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Loancare A Service Link Company purchased my loan from XXXX XX/XX/XXXX. My mortgage payment to include hazard insurance, PMI, and County taxes ( everything listed and covered in escrow account ) was {$1500.00} upon their purchase of the mortgage from XXXX. I received a letter from Loancare XX/XX/XXXX stating that I had an escrow shortage of approximately {$210.00}. I contacted Loancare via phone on XX/XX/XXXX informing them that I had changed my insurance carrier to XXXX who had notified me that they have forwarded the coverage documents to them ( Loancare ) already and that the insurance with XXXX is approximately {$150.00} less annually and my County taxes had an increase for XXXX ( yes XXXX ) for the entire year of XX/XX/XXXX, which meant that I could n't possibly have a shortage in escrow after reviewing it and doing the math on a few occasions. In fact, I have an overage. I was told that the escrow account would be analyzed and they would follow up with me. After 2 weeks I did n't hear from them and phoned and I was informed by the customer service representative to call back in another week. I did and was informed that the account was correct after their analysis. I asked to speak to someone in the department that did the review and was informed per the customer service representative that the department that did escrow analysis did not speak with customers and that I could only speak to a customer representative. I asked to speak with a manager and was informed that they would only tell me the same thing which was on the computer screen that the customer representative was reading from to inform me of the outcome. I asked for another review and was directed to send an email with my concerns which I did again on XX/XX/XXXX. I restated my concern about the escrow account being incorrect and that there is not a shortage in escrow and to send me a line item review of how they arrived to the decision that there is a shortage. I phoned again today, XX/XX/XXXX and was informed that the review would n't be complete until XX/XX/XXXX which is the deadline for the extension to pay the month of XX/XX/XXXX mortgage, that was given as a result of my complaining about the payment being incorrect ( as the escrow shortage has now been applied to my monthly payment ). I explained that if the review will not be complete until the XX/XX/XXXX then the payment would be considered late as I am waiting for the analysis again. I was told yes there would be a late charge and that I will still have to pay the shortage if Loancare decides that I have a shortage again. I believe this is fraudulent and away for the loan company to acquire additional revenue. I ca n't imagine how many customers they are doing this to and getting away with it. An audit should be conducted to analyze their transparency and processes in this area of accounting. I smell fraud all over this as XXXX myself.
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| 07/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to formally complain and claim about the denial of my request for the removal of Private Mortgage Insurance ( PMI ) on my mortgage account with LOANCARE As a responsible borrower, I have diligently met all the necessary criteria for PMI removal, as outlined in the Homeowners Protection Act ( HPA ) and the terms of my mortgage agreement. Despite this, I was informed on XX/XX/XXXX that my request for PMI removal has been denied AGAIN after 6 years in a row demanding this removal on the grounds of late payment last 6 months and XXXX 80 % due to XXXX stop payment this company raised mortgage payment and loan without notice, agreement or any legal reason to do so..
However, I strongly believe that this denial is unjustified for the following reasons : Meeting Loan-to-Value ( XXXX ) Requirement : According to the terms of my mortgage agreement and the HPA guidelines, I am eligible to have PMI removed once my loan-to-value ( XXXX ) ratio reaches 80 % or less XXXX As of XX/XX/, my XXXX ratio is LOWERS 70 %, which satisfies the requirement for PMI removal.
Timely Payment History : I have consistently made on-time mortgage payments for. My timely payments have contributed significantly to the reduction of my outstanding principal balance and subsequently, my XXXX ratio.
No History of Default : There is no history of default, or any other significant negative events related to my mortgage account. I have demonstrated financial responsibility and commitment to fulfilling my obligations as a borrower.
Home Value Appreciation : The value of my property has appreciated considerably since I obtained the mortgage. This appreciation, coupled with my regular mortgage payments, has contributed to the reduction in my XXXX ratio.
Given these reasons, I am confident that I have met all the criteria necessary for PMI removal, and I request that LOANCARE reconsiders its decision and promptly removes the PMI from my mortgage payments.
In accordance with the HPA, I expect a written response to this complaint within 30 days from the date of receipt of this letter. Your response should provide a detailed explanation for the initial denial and the steps taken to rectify this situation. Additionally, I expect a clear timeline for the PMI removal and the subsequent adjustment of my mortgage payments.
Please direct all communication related to this complaint to the address provided. I am prepared to provide any additional documentation or information necessary to support my claim for PMI removal.
Failure to address this complaint in a timely and satisfactory manner may prompt me to seek appropriate legal recourse and report this matter to the relevant regulatory authorities.
Thank you for your immediate attention to this matter. I trust that you will uphold your commitment to fair and responsible lending practices by resolving this issue promptly.
Sincerely,
|
| 07/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My father purchased a home in XXXX. At the time of purchase my spouse and I were added to the home as vested owners, therefor we were placed on the title. On XX/XX/XXXX my father passed away. The home at that time was pplaced in the estate as his name is on the mortgage and we needed to get that changed. I contacted the loan company ( at that time it was XXXX XXXX ), they said just keep paying for now and when the time came to change the loan to contact them it would be an easy process. In XXXX we were approching the end of the estates probate, I contacted XXXX who informed me the loan was in process of being sold to Loancare and I that I needed to wait until aprox XX/XX/XXXX and then to contact Loancare. Once the transfer between XXXX and Loancare was complete I contacted Loancare who first gave me the run around because they had not opend all docments from XXXX stating that I was a titled owner on the home as well as the death cert and my Estate Admin paperwork, so at that point they would not talk with me. I sent them an additional copy of which they still had not updated a week later. I made another phone call about one week later and after holding for one and one half hours I was told the people that handle that were gone for the day. I emailed them and finally received a phone call the next day. I asked my options and they told me I could sell the house, I told them I wanted to assume the loan and please send me the info for the process. Aprox one week later I received the paperwork. I completed the paperwork and included all their requests including the " we may need '' info as well as a {$900.00} money order for assumption fee. I send the paperwork via XXXX XXXX Next day Delivery on XX/XX/XXXX. From there radio silence. On XX/XX/XXXX I emailed a request for update, the update I received was " Good afternoon, Thank you for following up on your assumption request. At this time the request is under review, we are pending a response with a status update from the lender. We will let you know as soon as it has been received. Once again, thank you for following up.
Please let us know if you have any other questions. '' On the XXXX statement I noticed that the Assumption Fee had beed documented on as received and and paid as of XX/XX/XXXX.
Upon XX/XX/XXXX I send another email request for followup on the status, at this point I have heard no addition response nor received any documentation from them on the request for assumption. On XXXX, XXXX I send another request for and update, as still no updates no paperwork, they have not stated that they needed any additional information as well.
At this point this is the only piece of the estate that is holding up the closue of the probate.
Contact info for this company is as follows : Loan Care attn : Special Loans Department/Assumptions XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX Loan Care XXXX
|
| 12/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
The company discussed here is LoanCare , LLC on behalf of XXXXXXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX ).
Background : In XXXX 2021, my current loan servicer ( XXXX XXXX ) sent a statement to me saying that a new company ( LoanCare , LLC ) would be taking over my loan servicing. About a week later I received a mailing from LoanCare with information about this loan servicing change.
Issue : There was a long delay ( approximately 10 days ) between the time my loan became unavailable with XXXX, and available with LoanCare , LLC. For about 10 days, my loan status and information went " dark '' and I couldn't access my loan from either party. LoanCare was not available to contact by phone, because the customer service line required my loan number or SSN, but when both were entered, my account could not be found, because my loan had not been transferred yet.
By the time they did recognize my account ( XX/XX/XXXX ), the payment date for my mortgage was past due. Additionally, auto-draft of loan payments must be created before XX/XX/XXXX, leaving just 1 day to do so.
Fortunately, I've been ahead of schedule and my payments were not late. Also, fortunately, I'm a " digital native '' and so navigating confusing and unclear online platforms is something I am accustomed to. I was ultimately, after much persistence and trial and error, able to figure it out and log in.
The real concern I am addressing is for people who were not in my position : paying their mortgages closer to the due date, and for people who may be older and/or may not be as " digitally native '' as I am. For someone ( like my grandma, or my elderly neighbors ) who does not know how to navigate confusing online platforms, they could still be in a situation today where they can not access their mortgage information, and may be at risk for failing to pay their mortgage on time. Calling does not help because the automated phone system does not recognize the new loan until you sign up online.
Given the interruption in auto-payment and the payment schedule, this could be a serious issue for many people as they manage their budgets, and the withdraw of their mortgage payments could be untimely and disruptive to their lives.
Given that the change in loan servicing company was not optional and was mandated by both XXXX and LoanCare , LLC, it seems reasonable that they would make this process more transparent, and give more options for their customers to ask questions about how the transfer works and the timelines surrounding this change.
Altogether, allowing someone's home loan status and information go " dark '' for multiple weeks, as well as failing to provide adequate options to contact someone about the status of this loan seems unacceptable. It also seems as though this process is unduly abstruse in order to confuse the customer and create late payments and/or other fees.
|
| 06/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have been contacting Loancare since XXXX of XXXX to remove PMI from my mortgage via an appraisal. During this entire process I have received conflicting information and misinformation. Now 9 months later my issues are still occurring concerning Loancare to the point where a supervisor at Loancare finally directed me to file a complaint with the CFPB today. I will begin with a letter dated XX/XX/XXXX that I received after I initiated the appraisal process to remove PMI. This letter states that " If you would like to pursue cancellation of PMI based on the current value of your property, an appraisal is required to determine if your LTV has reached 80 % or less. '' with that I accepted the terms and proceeded with an appraisal through Loancare 's process and paid {$910.00} to have someone come out on XX/XX/XXXX to assess my property value. Before I even received a copy of the appraisal I received a letter dated XX/XX/XXXX stating that " an appraisal is required to determine if your LTV has reached 75 % or less. I finally received a copy of my appraisal dated XX/XX/XXXX vaguely mentioning that the PMI could not be cancelled and enclosed is a copy of the appraisal. There was no mention of the appraisal having an expiration date. The property appraised at {$530000.00}. Frustrated and 9 months pregnant I decided to put this excruciating process on hold and deal with it after the XXXX of my XXXX, which was in XXXX. I called Loancare by phone on XX/XX/XXXX and said what do I need to pay toward the principal to cancel PMI and Escrow based on my recent appraisal and the 75 % LTV requirement. I was told my principal had to be at {$390000.00} or less to qualify. I paid {$36000.00} in order to do this and also requested in writing to be released from PMI and escrow. After several emails and about 20 phone calls to loancare customer service to followup, I was told that the PMI will be removed within a week. Then the next day, I was contacted around XX/XX/XXXX and was told that my appraisal had an expiration date of 120 days and therefore my request is denied and I would have to get another appraisal. 120 days From when, I don't know? This " timeline '' was NEVER clearly communicated to me in any phone conversation or on any letter. Every time I contacted Loancare starting on XX/XX/XXXX no one said anything about the appraisal expiring. My expectation was that the paid appraisal would UPDATE my new property value, which according to the system, it did. When I log into my mortgage account it still says my property value is at {$530000.00}. I just received a letter stating I have to order an appraisal again. That will cost me another {$910.00}. This makes no sense to me. Overall I feel that I have been misguided, lied to, and pushed around. I am prepared to take further legal action if this is not resolved and I am not spending another {$910.00} on another appraisal.
|
| 09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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This is my 4th complaint lodged against this company.
In a complaint ( # XXXX ) filed thru the CFPB on XX/XX/XXXX which was my second complaint about their actions & behavior, I stated the following : I will conduct all further engagement with them via USPS mail. In addition, I will not accept any calls from them & will deem any call from them henceforth to be of a harassing nature & will treat as such. Thats direct & to the point. I further stated : I will also forward a copy of this to my attorney. I will also contact the Federal & State authorities about this matter. Again, direct & to the point. These statements were written on XXXX XXXX.
On XXXX XXXX I received a written response to my complaint of XX/XX/XXXX. In regard to loan number ending XXXX LoanCare wrote and specifically Ms. XXXX XXXX was the author, that at the top of page 2 stated We received a request from you to cease telephone communications on the account and on XXXX XXXX, the account was updated with the cease and desist request. In regard to loan number ending XXXX about two thirds down page 2 it stated : We received a request from you to cease telephone communications on the account and are in the process of updating the account with the request. Really?? Seriously??!!!! It takes you an additional week to get to implementing that demand when you are already doing my other account at time you drafted the letter?? But its LoanCare so guess I shouldnt be surprised.
Guess I shouldnt be too surprised either to be on the receiving end of continued telephone harassment by your company. As of todays date I have received no less than 4 phone calls from LoanCare since the above complaint was made and that letter of XX/XX/XXXX stating they were updating to indicate a cease & desist with both loan accounts. All calls were logged & recorded. I was very clear about how any calls would be considered & treated. Therefore, Ill be very clear with LoanCare exactly what is going to happen. As promised I will make certain that any & all Local, State & Federal agencies are aware of this continued harassment that is occurring in direct contradiction to what LoanCare said it would do & agreed to in writing. In addition I will seek any & all sanctions, investigations and actions up to and including civil & criminal. I spelled out in my original CFPB complaint of XX/XX/XXXX that I would ONLY engage with LoanCare via written communication thru USPS. Let me spell that out for you in case you missed the obvious. By stating I will conduct all further engagement with them via USPS mail.. that means just that and ONLY that and no emails either. Based on their past performance with their website I will NOT engage with them online as for all I know their online communications could harbor malware, ransomware or viruses. Written communication thru USPS means just that with no room for creative interpretation.
|
| 05/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage servicing company " XXXX XXXX XXXX " has rejected my formal request to remove my $ 280 monthly PMI and I belive they rejected it without following their own guidelines and also contrary to what several of their customer service reps told me over the phone. I emailed them on XXXX XXXX with a formal request and also attached a bank appraisal showing that i am well within the equity limits to remove PMI. I was told over the phone someone will call me to schedule their own bank appraisal which I would have to pay for, and that following the appraisal they will determine if they will remove the PMI. Instead, and after several phone calls, I was told the request was rejected, even though they had NOT done the appraisal yet and even though they had my bank appraisal showing the house was worth over {$200000.00} above the loan amount. I have made any number of calls and even my lender has tried to follow up as a courtesy on my behalf but there is NO telephone number to call the mortgage insurance dept and they have not been in touch with me to discuss any details. My lender told me the servicing companies often reject PMI removal requests intentionally and that they wait to see which customer is tenacious enough to follow up becasue so many customers just give up after the first rejection. I believe my account has been handled very badly and I am especially frustrated over how hard it is to reach anyone in a decision making position at loancare. My email to them is below, and I 've since only been sent a letter advising me of the rejection. This, despite repeated phone calls that I want to speak with a XXXX who can trouble shoot what was either a misunderstanding, or a glitch, or an oversight, or possibly deliberate action in order to avoid removing my PMI. Thank you, MR ============== Dear xxxxxxx, Thank you for contacting us! We have received your inquiry and are assigning it to the proper department representative. Please note duplicate inquirie s may pr olong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number is XXXX . Please use this number in any further communication relating to your recently submitted email request. Please allow XXXX business days for a thor ough review and research of your inquiry.
====== Your Inquiry ====== Greetings, This is my formal request to have my PMI removed fro m loan number xxxxxxxxxx please. Property address : XXXX XXXX XXXX , Washington, XXXX , XXXX XXXX Please see attached a bank appraisal showing my home is currently worth {$600000.00}. The loan 's current principle balance is approx {$380000.00}. I 'd like to have your appraisal done as soon as possible please. Can you advise on timing and cost of appraisal, or any other costs/procedures I need to be aware of? Many thanks!
|
| 04/18/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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My loan was transferred to loan care I did n't receive notification until aro und XX/XX/XXXX my house was pending sale I spoke with a rep end of XXXX start of XX/XX/XXXX . Asking should I schedule a payment arrangement or wait because wet were scheduled to clos e XX/XX/XXXX XX/XX/XXXX rep state d no they do n't report late loan until afte r 60days h owever according to respa that would also include the applicable 15 day Grace a fter the first of the month. Received documents of foreclosure help I contacted back they stated same if it was closing XX/XX/XXXX should be fine. Finally closed as agreed XX/XX/XXXX they reported me lat e I dope to XXXX agent XXXX starting he saw the error it would be fixed in 30 days. Called back it was pending called back still not fixed spoke with credit beauru whom stated I wss correct about Respa and loancare wss fatally reporting as if this was n't a new transferred loan called back spoke to a team lead who said I was correct and she would get it expedited and have a supervisor XXXX XXXX . w ithin 48 hours I never received said call. Meanwh ile credit score plu mmits when fact is I called and inquired not once but twice but three tim es and was told do n't worry about it and they were aware of close out date. So then speak to a supervisor XXXX XXXX whom stated that he apologized that all his agents and team lead I done with w ere miss i nformed and he would pull calls and speak with them but asas far you 'd he could n't fix because he does n't agree that the RESPA law follows That 60 day Grace also including the applicable Grace period of 15 days not to mention even so the lack of his belief or proper training to multiple agents instead of an appropriate payment arrangement advise costing out the XX/XX/XXXX would avoid me being reported a late payment when asked to send chores of those calls over to my credit reporting agencies to aid in the investigation he started its proprietary and he would do no such thing. I paid them in full followed the RESPA guideline even though I was not notified in a timely fashion of the transfer I called multiple times and I just want them to remove the payment history and remark off my credit as they agreed to do and dually agreed was the correct thing to do however the have led to me on multiple occasions bypassed RESPA PAYMENTS NOT CONSIDERED LATE. Durin g the 60-day pe riod beginning on the effective date of transfer of the servicing of any mortgage loan, if the transferor servicer ( rather than the transferee servicer that should properly receive payment on the loan ) receives payment on or before the applicable due date ( including any grace period allowed under the mortgage loan instrum ents ), a paym ent may not be treated as late for any purpose ) XXXX subverts as well add failed to make sure the document of transfer was received in a timely matter
|
| 12/07/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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Web |
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My loan was service transferred from XXXX Mortgage to LoanCare Servicing on XX/XX/2016 ( I was never notified of this service transfer ). I began receiving collections calls from LoanCare in XXXX - I have NEVER paid anything a day late in my life and I knew the mortgage with LoanCare was paid months in advance. I called LoanCare and we were told " sorry you 're delinquent and have to pay. '' After I did a lot of research and digging, I identified that on XX/XX/2016 XXXX applied a payment to principal in error. I called XXXX and spoke with XXXX on XX/XX/2016 who acknowledged their error. At my request, I had XXXX call LoanCare with me on the line to find out how XXXX can get their error corrected since LoanCare is the new servicer. The representative we spoke with indicated for XXXX to email XXXX with a copy of the payment history showing their error for it to be corrected within 72 hours, which she did on XX/XX/XXXX at XXXX. I called LoanCare on XX/XX/XXXX, was told it has n't been fixed yet. Called LoanCare on XX/XX/2016, was told they never received the email, called back on XX/XX/2016 and was hung up on by two different representative because I requested a manager and was told I could n't speak to one and then after 45 minutes on hold was informed that I was on the phone with a supervisor and she would research the issue and call me back - I never received a call back. I then called today and after speaking with another very rude representative, I requested a manager. I specified a manager and was transferred to XXXX who informed me that he was the Customer Service Manager. XXXX in fact is a Collections Team Lead, NOT a Customer Service Manager. XXXX was incredible rude and disrespectful on the telephone to me. After over an hour on the phone ( of which 95 % of that time I was on hold by XXXX ), XXXX disconnected me from the call. I then called back and was put into XXXX 's voicemail in which I informed him that I was filing the CFPB complaint. Later, I received a call back from XXXX, I had to re-send him the information from XXXX and was told that they would try to fix the issue. I am appalled by the level of customer service and the amount of time I have had to spend on the telephone with LoanCare to get a simple payment history error corrected. The evidence of XXXX 's error, from XXXX, has been sent to LoanCare over 3 times now and may payments are still showing delinquent. I am aware of the service transfer laws where I have 60 days until credit report and late fees are assessed, well, that 60 days is up XXXX and my payments are still incorrect. Not only have I wasted my time spending hours on the phone with LoanCare, but I 've been disrespected, talked down to, and hung up on more times than I can count. I have already informed my attorney that to prepare to file a lawsuit if this issue is not resolved as this is unacceptable in my opinion.
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| 02/03/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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My loan was sold to XXXX in XX/XX/XXXX who subbed out the servicing to LoanCare. I have made over 10 phone calls and multiple emails to get them to accurately set up my loan and the only person they will let me talk to is a customer service rep who is limited in their actions. XX/XX/XXXX was the cut over date and the original bank ( XXXX ) sent them the wrong property tax bill. Easy fix I think, well here we are over 60 days later and its still wrong. The first analysis they did at my request the ended up sending us an {$800.00} check for the excess escrow funds. I requested a second analysis on XX/XX/XXXX since the first one was incorrect and I sent them the correct property tax bill and made subsequent phone calls to get an update. No update, lots of promises that a supervisor will call me, that the issue is expediated. Same scripted responses from each customer service rep and those are the only people you can talk to. Email responses are simply canned emails that assigned a ticket number. Well, I have never received the promised call backs or a solution. Today I look at the account online and I see not only did they not make the correction of the property tax they increased my monthly payment. In addition they are going to be sending out my property tax payment which will pay a a year and a halfs payment! What in the world? This is the most inefficient company with the absolute worse customer service available. I am a borrower who has received nothing but a run around and now I can only think of legal action to get this done so I can refinance and LOANCARE pay the costs. I am an office manager for a law firm and looking closely at my options. It 's not rocket science to have this done correctly. My property taxes are reduced to {$510.00} a YEAR due to my husband being a XXXX vet ( A TERRIBLE WAY TO TREAT A VETERAN ) and this company show our taxes at {$2300.00} a year plus are getting ready to send the county over {$1300.00} as XXXX of the payment. How in the world could they have come up with a payment increase when clearly my payment should be decreased and we are due another refund. This company is hanging onto OUR MONEY, it is not theirs but obviously they are using my funds. Let me make this easy : Here is the breakdown : Mortgage {$750.00} Taxes XXXX ( {$510.00} annually divided by XXXX ) rounded Ins XXXX ( {$770.00} annually divided by XXXX ) rounded TOTAL MONTHLY PAYMENT : {$850.00} How in the world does that add up to {$1000.00} dollars a month? Does n't matter what I do I can get this corrected!!!!!
TAX BILL EXCERT : FIRST INSTALLMENT DUE SECOND INSTALLMENT DUE XX/XX/XXXX XXXX XX/XX/XXXX XXXX TOTAL TAXES DUE XXXX LOAN CARE CLAIMS : Payment Amount {$1000.00} Home Owners Ins : XX/XX/XXXX {$770.00} ( they got this correct, but it is the only thing correct ) COUNTY TAXES SemiAnnual XX/XX/XXXX Payment {$1300.00} TOTAL TAXES {$2600.00}
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| 05/02/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I purchased my home in XX/XX/XXXX utilizing USDA financing as I was a newly divorced, single mom with XXXX children ( Purchase amount {$140000.00} ). In XX/XX/XXXX my employer sent everyone to work from home. The bills increased as all three of us were now home and I was struggling to make my mortgage payments. I asked to take part in the XXXX XXXX mortgage forbearance option in XX/XX/XXXX and was approved. I did not make payments from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX I applied for a loan modification. By this time my loan was sold from XXXX Loan Servicing to LOANCARE LLC ( Balance of {$140000.00}, but LAONCARE tacked on what they claim was accrued interest during forbearance of {$4000.00} bringing it to {$140000.00} ). I resumed making monthly mortgage payments in XX/XX/XXXX until XX/XX/XXXX. I stopped making payments at this point because I had decided to sell my home and trying to work with LOANCARE had become impossible.
From XX/XX/XXXX until now dealing with LOANCARE has been an absolute NIGHTMARE!!!!!! I submitted a complete loan mod packet as required in XX/XX/XXXX. I received confirmation from LOANCARE that this was in effect. I alos received a letter describing that I had been assigned a loan modification advocate which was a complete lie. I tried reaching out to this person and was told there is no such person working there by that name or extension ... ... .go figure. In XX/XX/XXXX LOANCARE contacted me saying I needed to submit everything all over again because it expired, so I did. I received ANOTHER loan mod packet in the mail XX/XX/XXXX. This is going on almost a year of dealing with a company who WILL NOT explain the insane additional charges they tacked onto the loan now totaling well into {$7000.00}. Not to mention NO ONE can answer any question with any consistency. One person tells me my paperwork is being processed, but then I get a packet the mail. One person tells me I have no payments due until XXXX because I am in the middle of a loan mod and the next thing I know I am getting passed due notifications and my payoff amount increased another {$1000.00}.
I am at my wits end with this company and I truly believe it is their sole purpose is to bankrupt taxpaying mortgagees into foreclosure by giving them absolutely no way to navigate a loan modification. This company has tacked on so many charges to my loan that I don't even know what is interest, what is principal, or what the actual balance of the loan is anymore.
I certainly hope there is SOME SORT of help out there for taxpayers in this similar situation. I have researched this company several times and there is no shortage of complaints, class action lawsuits and litigation against them. I can not believe they have not been held accountable yet for, what seems to me, to be a multitude of consumers crying for help with the very same issue I am experiencing.
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| 03/08/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I HAVE A MORTGAGE WITH LOANCARE. THIS IS THE WORST MORTGAGE SERVICE COMPANY I HAVE EVER EVER EVER EXPERIENCED!!!!!!!!! THERE ARE MANY COMPLAINTS ONLINE THAT ARE SIMILAR TO THE EXACT SAME EXPERIENCE I HAVE HAD.
I PAY MY MORTGAGE PAYMENT ON TIME, ALWAYS, THEY CAN SEE MY HISTORY. I PAY ONLINE. I WENT TO PAY MY MORTGAGE IN XX/XX/XXXX ONLINE. I SPENT 45 MINS TO AN HOUR TRYING TO LOG ON. TRYING TO CHANGE MY PASSWORD. I CALLED TO GET HELP FOR CHANGING MY PASSWORD. THE PERSON I SPOKE TO WAS XXXX ID # XXXX. I HAD SPOKE WITH HIM ON XX/XX/XXXX. I TOLD HIM OF MY PROBLEM THAT I NEEDED HELP TO LOG ON. HE SAID HE COULD NOT HELP RESET MY PASSWORD SO I COULD LOG ON. HE SAID I HAD TO SEND AN EMAIL TO CUSTOMER SERVICE. IN THE MEANTIME I NEEDED TO PAY MY MORTGAGE. HE SAID I COULD PAY IT WITH HIM BUT THERE WOULD BE A CHARGE OF {$15.00}. I ASKED HIM TO WAIVE IT SINCE I ALWAYS PAY BY THE XXXX OF EACH MONTH AND HAVE NEVER BEEN LATE. HE SAID HE COULD NOT. THE OTHER OPTION WAS TO CALL BACK AND PAY OVER THE PHONE AND I WOULD BE CHARGED XXXX. I WAS SO UPSET THAT THE BANK IS CHARGING ME TO PAY MY DEBT. SO I CALLED BACK AND PAID WITH AN AUTOMATED RECORDED VOICE OVER THE PHONE SO I WOULD BE CHARGED THE XXXX INSTEAD OF {$15.00}.
XX/XX/XXXX I EMAILED TO CUSTOMER SUPPORT LETTING THEM KNOW I NEED HELP TO RESET MY PASSWORD. NEVER HEARD BACK FROM THEM, EVER!
XXXX ARRIVES I GO TO THE SITE TO PAY XXXX PAYMENT. LOW AND BEHOLD I SEE MY XXXX PAYMENT HAS NOT BEEN REC 'D. I WAS FURIOUS, SHOCKED, AND REALLY UPSET KNOWING A 30 DAY LATE CAN RUIN YOUR CREDIT HISTORY AND STAYS ON YOUR CREDIT RATING FOR 7 YEARS. I HAD PULLED MY CREDIT BEFORE THIS HAPPENED AND MY CREDIT SCORE WAS XXXX PLUS. NOW MY CREDIT RATING IN BELOW XXXX AND I WILL HAVE TO PAY MORE TO BORROW MONEY!!!!!!!!!
I CALLED XXXX AND SPOKE WITH XXXX ID # XXXX. OF COURSE THIS IS AFTER WAITING FOREVER ON THE PHONE. SHE SAYS SORRY NOTHING SHE CAN DO.
I ASKED TO SPEAK WITH A SUPERVISOR. I SPOKE WITH XXXX ID # XXXX.
SHE APOLOGIZED FOR XXXX ID # XXXX NOT WAIVING THE {$15.00} BECAUSE HE COULD HAVE DONE SO. THEN I WOULD NOT BE HAVING TO SPEND HOURS AND HOURS AND HOURS TRYING TO GET THIS 30 DAY LATE REMOVED. I SPENT XXXX XXXX HOURS ON THE PHONE WITH XXXX MAKING SURE THIS 30 DAY LATE WOULD BE REVERSED. SHE SAID BASED ON THE CIRCUMSTANCES SHE THOUGHT IT SHOULD BE REVERSED. I SENT HER AN EMAIL AROUND XX/XX/XXXX. SHE SAID SHE WOULD TAKE CARE OF THIS. ON XX/XX/XXXX I REC 'D A LETTER STATING THEY WERE NOT REMOVING THIS 30 DAY LATE. I AM NOW FOLLOWING UP AGAIN. I SPEND XXXX HOURS ON HOLD XX/XX/XXXX WITH FINALLY HANGING UP.
I NEED HELP WITH THIS. PLEASE, PLEASE PLEASE!!!!!!! I CAN PROVIDE COPIES OF EMAILS I HAVE SENT. BUT THIS IS JUST OUTRAGEOUS!!!!! ON XX/XX/XXXX WHEN I PAID MY XXXX PAYMENT I ALSO PAID MY XXXX PAYMENT. AT THAT TIME THEY WAIVED THE {$15.00}, SO XXXX COULD HAVE PREVENTED THIS WHOLE SITUATION HAD HE WAIVED THE {$15.00}
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| 04/12/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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URGENT!
I want LoanCare to pay the HOA fees as agreed before I loose my home on XX/XX/XXXX due to a foreclosure sale. I received the following email on XX/XX/XXXX and I need clarification : Good Morning XXXX - The client has informed us that they will not be paying the outstanding HOA dues in the amount of $ XXXX on a $ XXXX loan. Also, the client is aware of the sale on XX/XX/XXXX, and are well aware that CA is not a super lien state. Thank you XXXX XXXX Mortgage Resolution Specialist- Default LC-Foreclosure Department LoanCare, XXXX O : XXXX F : XXXX XXXX : XXXXXXXXXXXX XXXX : www.myloancare.com A : XXXX , VA XXXX XXXX # XXXX I am NOT sure if there is a communication issue BUT I have sent the following emails as to my intentions last week and earlier today : XXXX Hello, Any updates on this matter? Also I explicitedly asked you all NOT to share my loan number and loan balance with the XXXX! Please let me know IF you will be paying the HOA fees. I mentioned several times that I will take care of the XXXX. I am only interested in the HOA fees being paid so this will stop the sale. However IF this is NOT feasible then I said to proceed with payment. I need your response before I loose my house. Thank you. XXXX XXXX XXXX XX/XX/XXXX Hello, Any updates on this matter? I was able to locate a statement from the XXXX XXXX HOA. The HOA stopped sending me statements years ago. I temporarily moved out of my townhome in XX/XX/XXXX and surprise I received 2 statements in the mail from the HOA a few weeks after I moved. One reflects a balance of {$6700.00} then a few days from that statement I received another statement reflecting {$20000.00}. The XXXX states I owe {$29000.00} in HOA fees through XX/XX/XXXX. The rest they are stating I owe to the XXXX : {$25000.00}. This is why I ask if you could please send a payment of the {$29000.00} to the XXXX XXXX HOA or even the {$31000.00} ( as per the Writ of Sale scheduled for XX/XX/XXXX )? XXXX XXXX Hopefully, LoanCare will be able to at least send me something in the mail that shows the HOA fees were paid in full and I will be able to appear on XX/XX/XXXX in the court to present that document to try to stop the sale? ******OR can you have some representatives from LOANCARE to be present at the sale on XX/XX/XXXX to issue this check to the HOA on that day to stop the sale of my townhome? ***** In summary I am asking for LoanCare to remit payment to the HOA ( XXXX XXXX ) in the amount of {$29000.00} or even in the amount of {$31000.00} ( per writ of sale ) to be on the safe side. Payment should be remitted to XXXX HOA c/o XXXX, CA XXXX. HOA ACCOUNT NUMBER : XXXX. Make check payable to XXXX XXXX. ( As I sent on XX/XX/XXXX in an attachment in an email to XXXX with Loan Care. Otherwise go ahead and proceed with the full payment of $ XXXX so the loan with stay in place and I wo n't become homeless next month.
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| 10/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XXXX we were noticed by Loancare that they had not rec 'd our mortgage payment, we immediately contacted them that the payment, check XXXX for {$460.00}, was mailed XXXX XXXX. At any rate we mailed a check immediately in the amt. of {$980.00} via registered mail to cover the paymt that had not arrived and for the next month 's payment plus the late charge. We then learned that Loancare had noticed the credit bureau that we were " delinquent '' resulting in the deminishment of our credit rating!!! Fast forward to present ... On this month 's bank statement that we use solely for the property I noticed a check XXXX for {$460.00} had gone thru. Our current payment w/loancare is now {$500.00}, but I remembered the amt. as that of the former paymt.
Loancare did not contact us stating the XXXX XXXX XXXX check had been applied.
The {$460.00} check showed up in our statement. We went to our local bank to obtain a copy of the check, the one dated XXXX XX/XX/XXXX the reverse side shows it deposited XXXX XXXX XXXX this also confirmed by talking to a Loancare person. We received no information as to whether/how this amount would be applied to our acct. Loancare would not provide us with any information on when they received the payment, nor how it was processed. Loancare should have a record of when they received the payment, by copy of the envelope and copy of the payment notice sent by us as required.
However that person seemed to imply I needed to " prove '' where the check had been all this time... I told that person they needed to prove it was not mishandled in their office! AT any rate we feel we have been wronged in that Loancare did not notify us about the " errant '' check arriving nor did we have any say how that overage was to be applied. Loancare has an email address for us because we have asked affirmation of payments rec 'd due to the former mishap. This is mention to illustrate how easily we could have been informed in this matter. Only we have made contact tho " loancare seems to put responsibilty on us for cleaning up their mishandling. Upon receipt of that " late '' check we should have been notified, we should have had a say in how that amount should have been distributed. I would have preferred those funds be applied to the escrow account. I feel Loancare should retract the report to the credit bureau so our rating can be refurbished, I feel Loancare should reimburse our late charge. We were not remiss in payment as our payment history w/that company can establish. Our current bank statement shows that we are currently writing checks in the XXXX 's, quite a discrepency from the XXXX. We have gone to great lengths to try to have Loancare clear our names in this matter but they say it is our responsibility.
Please contact us and let us know what additional information is needed, if any, to help you in the complaint.
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| 05/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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Suspense account monies from my mortgage were misappropriated without my permission or notice for over a years. The funds are STILL misappropriated.. Recently, Loancare told me Suspense money could be transferred to " unapplied funds '' and then used to pay what the company needed. In my case, the Suspense funds were taken out of Suspense and put in escrow without my knowledge or consent.. If there is a shortfall in escrow, the company is required to notify me and provide the option of paying the shortage or having it added to monthly billing statements. I was not told there was a shortfall. The monthly statements showed a positive funding. No mortgage company is permitted to simply " take '' thousands of dollars and pay what they want in order to " look better '' in the sale of my loan to loan ( because that is what they were doing ) .. I tried for OVER A YEAR to straighten this out. XXXX never responded. Loan care only responded in an XXXX letter. LOANCARE and XXXX lied to me over and over on the phone. XXXX : " We are still researching what became of that payment ... you should contact your new service provided, Loancare. XXXX never reported a delinquency to Loancare or to the credit bureaus. '' Then, Loancare, after lying since XX/XX/XXXX and saying " we're still researching '' in XXXX, XXXX during a phone call ( so much wasted time ) they admitted the suplus money was taken a day after it was put into Surplus. The representative told me " that's XXXX '' ; you got ta call XXXX. These people are compulsive liars, professional bullies and TOLD ME THEY WERE ALLOWED TO DO THAT. FALSE. NEITHER THE MORTGAGECONTRACT, XXXX NOR LOANCARE HAS EVER PRODUCED A DOCUMENT TO SUPPORT THIS. There is no " unassigned funds '' account. It doesn't exist. Every document from XXXX XXXX, XXXX and Loancare only provides for partial payments to be kept in a separate " suspense account. '' PLEASE read the attached letter. Only recently I found out about the absolute distuction of my credit. I can't co-sign my kids college loans, I can't get a personal loan -- -because these companies misappropriated money and lied about it..Why are you allowing this to happen -- to just accept at face value the lies they tell " we can send money to Suspense or Unassigned funds or use it however me need without noticing you or getting permission. '' They have violated the language of their own rules and assurances. If you add up what these companies have BILLED me over 2 1/2 years and add up what I have paid over the time, I HAVE PAID MORE THAN WHAT HAS BEEN BILLED. " Unassigned funds '' is NOT an account and has never been mentioned in the mortgage contract nor any communications with me by any loan company. I have paid every dime I was billed for. There is no legal authority for them to seize a partial payment from Suspense and drop it in escrow so they " look '' better.
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| 06/14/2019 |
Yes |
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- Trouble during payment process
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Web |
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I've never had a problem receiving statements and have always paid my mortgage on time since XX/XX/XXXX when I purchased my house. My mortgage was sold to " My Loan Care. '' I have not been receiving statements despite my numerous calls into the company saying that I'm not receiving statements. And since the payment was behind I couldn't log on to access my account.
On XX/XX/XXXX the company sent someone out to my house to tape a notice on my door that stating that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. No one inspected my house. I have surveillance cameras that cover every side of my house. My lawn is perfectly kept, my landscaping is professionally done. I reviewed the footage on my cameras and a guy pulled up, never rang my door bell and just taped a notice on my door, got back in his car and drove off. There was another letter stating that they had a " confirmed person of interest '' in my property. I called the mortgage company immediately. They stated that my house was going to go into foreclosure the next day. My mortgage had just turned two months past due. I immediately paid the balance in full and then later learned that information was false. During that call I explained that I'm not receiving statements. I confirmed my email address, my cell phone number and every other piece of contact information. They had all of the correct information.
On XX/XX/XXXX I called the mortgage company again because I had yet to receive a statement or any communication from them. They assured me that my statements would be emailed to me and again, I confirmed my email. I never received any statements from them.
On XX/XX/XXXX I went to bed around XXXX XXXX I had let my dog outside before going to bed and there were no notices taped to my door. I got up at XXXX XXXX the next morning to let my dog out and there was a notice taped to my door. I reviewed the footage and the mortgage company had someone tape the statement to my door at XXXX XXXX It was the same statement that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. Again, no one inspected the exterior of my house.
On XX/XX/XXXX I came home from traveling and the same two statements were taped to my door. When I called the mortgage company they said they are mailing me the statements. I told the lady that yet again, I reviewed the footage and I felt this was harassment. No one is inspecting my property. I have the footage. I really just want someone to mail me my statements. Any time there has been a pass due, I immediately pay the entire balance in full. I WANT to pay my mortgage, I'm simply asking for a statement, a phone call ... something. During this phone call I learned that I'm being charged {$80.00} every time my property is " inspected. '' The company offered no resolution.
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| 12/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX & XX/XX/XXXX First notices from the local school district tax office and county tax office that our XXXX real estate/school taxes were not paid. This was news to us since we put money into an escrow account to pay them and then send them the bill in the summer. We did not have any issues from XXXX but our mortgage loan servicer has changed numerous times.
XX/XX/XXXX First contacted the school district tax office to inquire about our notices. First contacted the mortgage company to inquire about the tax notice from the school district. Company began " investigation '' into locating a check sent from our escrow account for the incorrect amount of {$1700.00} to an outdated tax address. Company told us they needed to wait to cut a new check until the old one was found. We gave the company the new tax address and new total amount due as of as of XX/XX/XXXX for {$2200.00}.
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Now-delinquent XXXX real estate tax bill for {$3500.00} ( interest and fees accrued ) gets transferred to XXXX County Tax Claim Bureau who sends us a bill. We call the company and attempt to send them the bill via secure online email form.
XX/XX/XXXX Notice of Return and Claim sent to us for {$3600.00} in unpaid XXXX real estate taxes. Company has us overnight mail copies of all tax correspondence to their office. Letter included listing all actions taken up to this point with correct tax address and recent bill amount. Phone call reveals that our escrow funds are being used to pay a bill with an incorrect Parcel Number.
XX/XX/XXXX We received an email that we had an escrow dispersal for the same incorrect amount of {$1700.00} that was made last year.
XX/XX/XXXX Tax sale canceled per court order but bill now {$3700.00} and still unpaid. Call to the company requires us to get on the phone on the other line to the XXXX County Tax Claim Bureau to figure out the total owed and where to send it.
XX/XX/XXXX We received a check for over {$740.00} labeled " disbursement clearing '' ( I guess the extra money they were charging us for escrow this year ).
XX/XX/XXXX I looked up my property on the Tax Claim Bureau website and see that the XXXX taxes are still unpaid despite many phone calls, emails and letters to the company. In the meantime, we received a notice that XXXX taxes are also now unpaid for the amount of {$2200.00}.
Even during Covid, we did not stop paying our mortgage and therefore putting money in the escrow accounts needed to pay these bills. There is absolutely no reason these bills should not have been paid in full and on time. We have given the company all the information they needed and more to correct their errors and we are still receiving notices that nothing has been fixed. We really do not want to lose our home to a company that can not communicate with their customers or fix their mistakes.
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| 07/12/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX and XXXX XXXX closed on a home located at XXXX XXXX CT in XXXX, OK XXXX on XX/XX/XXXX. The loan amount was {$180000.00} at a fixed interest rate of 3.75 %. The lender at the time was XXXX XXXXXXXX XXXX , XXXX Our monthly mortgage statement we agreed to pay was {$980.00}.
In the year XX/XX/XXXX, our mortgage was sold to Loancare. After we had paid our mortgage per our agreement for an entire year, we received a letter stating our property taxes were not assessed into our payment. We were told either we pay the {$2400.00} up front, or we calculate it into our payment and pay it out over the year to catch up. We fell behind at this time, but we still managed to pay the amount as quickly as we could accumulate the funds. They increased our monthly mortgage from {$980.00} to {$1400.00}. Paying this amount for a year put us behind very quickly ; however, the mortgage company has stated they made the mistake in not assessing our property taxes into our payment. Furthermore, they continue to send threatening letters to foreclose on our home because we get behind.
After we paid the property taxes, we were told the mortgage would go back down. The amount did go down by {$66.00} to a mortgage payment of {$1300.00} ; however, they will not provide us with an accumulative history of our payment records or itemized detail of what the {$1300.00} breakdown is as if it is not our right to know.
This has caused an extreme financial hardship on our home and family, as we would not have agreed to a loan that would increase our payment by {$500.00} a year after we moved in the home. The front of our closing disclosure states estimated total monthly payment can not increase ; however, it has substantially and I would go as far as classifying Loancare 's methods of collecting increased payments predatory and uncooperative to put it lightly. We have called them on several occasions, applied for refinancing payments ( resulting in denial ), explained our situation without any success. It has been made clear that their job is to remain objective and they can not advise us on our situation.
It would be one thing if we bought a home outside of our price range, but a {$180000.00} 30-year mortgage on a XXXX sq. foot home at payments of {$1300.00} does not match up, especially at a fixed interest rate of 3.75 %. Simple math brings us to {$500000.00} worth of mortgage payments over a 30 year term.
Again, this increase has placed a huge financial strain on our family, and we would very much appreciate investigation and resolution. My wife and I are both employed with XXXX kids, and our priority is to simply agree to a payment that is feasible and investigate this loan company. It has also been brought to my attention that we are not the only ones who have experienced this exact situation happening with Loancare and are also seeking assistance.
|
| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Older American |
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This is the letter that I sent to XXXX bank & Loancare : I am writing this statement to you explaining what happened with Loancare starting in XXXX ended XXXX of XXXX.
I XXXX XXXX XXXX have NEVER been late with a mortgage payment. I am/have been disputing this. I have been requesting a hearing for two years with Loancare and as of now no reply. NOTHING. I have sent letters and Emails to no avail. I was disputing not only an escrow increase issue, but an issue since XXXX that Loancare should not have control of my taxes & insurance. I was in touch with them back then, they said they were working with me because I was trying to re-mortgage. I made it clear to them that my Mortage payment would not include the increase for the escrow.
Once my mother-in-law took sick, I asked for some more time. After that our conversations got heated. Four times Loancare reps called me on private lines. They laughed at me, accused me of making up stories hung up on me. I did not find out they ruined my credit until XXXX of XXXX. Since then, I have called several times to get my credit fixed. XXXX XXXX reps call back, not one call back from Loancare themselves. In my research I have found out that Loancare had a management shuffle. I call it a house cleaning. I have asked, demanded to talk to those two employees in a XXXX meeting, nothing. In almost XXXX XXXX years Loancare has refused to call me back. NOT ONE return call after I talked to the reps that answers the phones. Why? They can not dispute my claim because the employees are AWOL. Permantally! I lose!
In almost 50 years of Mortgages & loans, I have never been so upset, insulted, and laughed at like I did with two of their employees. Loancare should be embarrassed.
This all stems from my complaints after closing on a loan XXXX. That is exactly what I have accused them of ever since. Each and every time I have called. I have stated this was a Fraud loan. That was Then. Now at 4 %, they are stuck with me. By the way XXXX management, XXXX Mortgage closed. The mortgager & his manager both filed XXXX XXXX XXXX shortly thereafter. They close one mortgage, in ten months, mine, then closed the doors lying & misleading me all the way through it!!
I have accused them of this several times, I threw in the towel fighting corporate America in XXXX of XXXX.
End result, two employees because of personality conflicts with me INTENTIONALLY ruined my credit. Since Loancare has new management, I have no proof, I have paid dearly.
You serviced two personal loans to help me pay-off moneys that mostly should have been paid off in XXXX. I am never late with payments. Double when you deduct them like you will one LAST time with this loan, please.
That folks, was the short version. Any questions from anyone, please call to ask me anything you like, unlike Loancare I have NOTHING to hide.
XXXX XXXX XXXX
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| 05/26/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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This is the second time I am filing a complaint against my mortgage servicer- Loan Care llc . The first time was recently and Loan Care never actually responded. Since around XXXX of XXXX, I have been trying to take advantage of the lower interest rates. I tried refinancing with several other companies and was advised, though my credit rate is excellent, I dont make enough money to get a lower rate. I then went to Loan Care. They advised me to first apply for a refinance, which I did. I sent all the documents required in a timely manner. I was again rejected because my debt to credit ratio was a bit to low. I was then sent to their loss mitigation dept in XXXX of XXXX. I have been again sending all required documents requested in a timely manner, several times. I had a feeling they were purposely making it difficult because they didnt want to treat me in a fair manner. Finally after 5 months of going back and forth with them, I was told on the phone they dont do loan modifications if my account is not behind. I asked why did it take 6 months to tell me that? I requested that decision in writing. A few days ago I received a letter saying I was denied because I didnt send my documents on time. That is an absolute XXXX. So, I need to know what my next step is. I will be contacting XXXX XXXX who own this mortgage as well as the XXXX XXXX XXXX. I am stuck with a mortgage rate much higher than the current rates. I filed for bankruptcy in XXXX of XXXX and eventually got my credit rating back up to excellent. Must I again file for bankruptcy// I really dont feel I should have to. I know part of the current care act XXXX XXXX offers Flex Modification programs. I dont care what you call it, I should be able to take advantage of the current lower mortgage rates. My credit is excellent, but I am on a fixed income. I need to be treated fairly and honestly and Loan Care llc refuses to do that. Please help!!! My current age is XXXX. The house I live in has been refinanced several times and I even was one of the first people to get a loan modification through President XXXX making home affordable program, even though it tookl two years and a bout of shingles. i was never late then either. i know i fall into the financial bracket where a flex modification program would fit me perfectly. my equity is not enough for a reverse mortgage yet. THOUGH MY MORTGAGE IS NOT BEHIND, IT IS A CONSTANT STRUGGLE TO KEEP UP WITH IT. I thought that was the purpose of a flex modification, to avoid getting behind. LOAN CARE LLC, IS A HORRIBLE COMPANY to deal with. The absolute worse I have ever dealt with. I will also file a complaint with the XXXX. I WONT give up until I get what I should. l want LOAN CARE LLC TO ACT in good faith-either refinance my mortgage to a lower rate or give me some type of help until I have enough equity to get a reverse mortgage.
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| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Short version : The company owes me money and is ignoring numerous methods of contacting them, all documented below.
Details : LoanCare is my mortgage service provider. My loan was sold to them as, clearly, no sane person would choose to do business with LoanCare. My residence 's property taxes are due in XXXX, and we refinanced and closed this LoanCare loan on XX/XX/XXXX. The closing attorney for our new loan paid the property taxes in early XX/XX/XXXX, and then LoanCare *also* paid the property taxes. I have confirmed with the XXXX XXXX XXXX for XXXX XXXX, South Carolina that the closing attorneys payment was received first. Therefore, when the XXXX XXXX XXXX received the LoanCare payment from our escrow account, they sent a refund check to LoanCare on XX/XX/XXXX.
That property tax refund belongs to us. Until LoanCare refunds us, we have essentially paid property taxes twice : once through the closing on the refinance and once through a full year 's worth of escrow that LoanCare collected with our monthly payments. Anyone can contact the XXXX XXXX XXXX XXXX for XXXX XXXX to verify this.
LoanCare 's website agrees that our mortgage with them is paid-off as of XX/XX/XXXX. Unfortunately, they are not showing the negative {$3800.00}. Even though they recognize that we don't owe them anything else, and our relationship should be over, they have not refunded the doubly-paid property taxes of {$3800.00}.
I've contacted them : Friday, XX/XX/XXXX through their website 's contact form. The responded the next day through email with " Your information has been forwarded to the Tax Team. Please allow more time for further research and resolution. '' Friday XX/XX/XXXX through their website 's contact form. They responded similarly but with no solution.
Numerous times through their phone system, but there's no way to talk to actual person.
Through an email I found by searching on the internet ( also listed on their main XXXX page ). Sent an email to XXXX on XX/XX/XXXX. I received a phone call from an odd number ( it was not the correct number of digits ) that left me a voicemail saying to call them back at their original phone number. Of course, that does not solve anything because it's an endless phone tree. There's no way to reach an actual person.
Monday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to a team of specialists. No solution has come of this.
Friday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to the tax team. No solution has come of this.
Through an email XXXX on Monday, XX/XX/XXXX. No response at all.
Through two certified letters detailing every piece of information they'd need to write me the check I'm owed : XXXX XXXX XXXX XXXX XXXX XXXX
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| 03/08/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Originally this loan was with XXXX. Without notice, the loan was transferred to LoanCare. It was until XX/XX/XXXX that the homeowner received an invoice from LoanCare that we knew the loan had a new servicer. In XX/XX/XXXX we contacted LoanCare and we were informed that the loan was still in the loading stage and that the full features for this loan were n't ready. We did inform LoanCare that we had been previously working with XXXX on a short sale and that all documents were submitted to them. When asked if we needed to resubmit the answer was no since all documents associated with that loan will be available once the loan was fully loaded in the system. In XX/XX/XXXX we contacted LoanCare and was informed that there was no update. In XX/XX/XXXX called again to follow up on the short sale and was informed that a new package needed to be submitted and that there was a sale date of XX/XX/XXXX. Immediately we email the short sale package as requested. For several weeks we are given the email and fax number to submit the short sale package and every time we submit the lender does n't receive. Again and again, the lender 's response is we have n't received it resent and are not given other alternatives to providing these documents. When we requested the sale date to be postponed we were informed that they needed to have the short sale package within 30 days of sale date. We have been trying for over 30 days to get the full package to them. Furthermore, when we called we were informed by LoanCare that this was not their decision to make on this file, to contact the Foreclosure Attorney. When we contact the foreclosure attorney, the Attorney states it is up to LoanCare to provide the instructions of whether or not to postponed. Also, when we requested an escalation and for management to assist in this transaction we were only referred to the loss mitigation department. This homeowner is requesting assistance for the first time to avoid foreclosure. She did the right thing by hiring us a professional Realtor to short sale her home the moment she knew she could n't afford to keep it. She did n't wait months and months. The only thing she is requesting is assistance from his servicer to allow her to short sale her home in an effort to avoid foreclosure. The lack of efficiency of a servicer should n't be allowed to be an excuse for this honest homeowner to lose her home through foreclosure. As I am writing this complaint, I called Loancare for a last attempt to get answers and their answer was the same. You need to contact the foreclosure attorney, to which I responded, They have told us they do n't make the decision. I was then placed on HOLD and after 18 minutes of holding there is no resolution. Please help me avoid foreclosure. I have gone through all the correct venues to work directly with the lender without a resolution.
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| 08/05/2020 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX I advised my servicer, LoanCare that they were not timely processing my payments, were improperly assessing late fees, and taking my additional payments and applying them to the improper late fees instead of towards the principle. I requested an account audit, that the improper late fees be removed, that the additional payments be applied to the principle, and that the interest be adjusted. After several months, the servicer finally began addressing this issue in late XXXX XXXX. As a result of their account correction, the servicer removed 6 months worth of payments and sent me a notice of intent to foreclose on my property on XX/XX/XXXX and advised that those same 6 mths payments were passed due, that I was in default on my mortgage, and had to issue a forthwith payment of {$5000.00}. I thereafter had to obtain a certified statement from my bank along with the cancelled checks issued directly from my bank to confirm that the payments were received by LoanCare, that I was not in default, and had no late fees. I filed a Complaint with this agency and did not receive a satisfactory resolution.
While LoanCare was making account adjustments they issued a 1098 statement for XXXX that did not represent the 12 months of mortgage and interest payments I made. I filed a written request with LoanCare on XX/XX/XXXX, have called and spoken with various company representative on at least 10 occasions with the last being on XX/XX/XXXX and to date they refuse to provide a corrected 1098 statement that represents the full 12 months of payments they received in XXXX. Additionally, they have begun improperly assessing late fees to my account again. I have advised LoanCare of this extraordinary burden, that i have been assessed additional fees by my tax accountant as a result of these delays, and that I am not able to file my XXXX taxes due to these delays. I have exercised extreme patience, have had to explain to the representatives the errors on my account because they do not read the account notations and instead of also correcting the new issues with the additional improper late fees, was advised that I had to make a separate complaint about the matter. Lastly, LoanCare initiated and granted forbearance request for my account when I have never request one. When I told LoanCare to remove the forbearance, advised that I never made a request either in writing, by phone call or any other manner, they advised that they were not sure why someone initiated the request on my account as they did not have a record of me making the request.
This servicer does not keep and maintain accurate business records, refuses to timely address or address at all the errors with their business records for the accounts they service, and places the consumers at an extreme unfair disadvantage due to their failing and negligent business practices.
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| 04/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My loan was sold to LoanCare Inc from XXXX XXXX XXXX. The loan was completely transferred over on XXXX My homewoners insurance was due to expire on XX/XX/XXXX. I received the bill from XXXX for the new homeowners insurance and forwarded it to LoanCare to pay it. LoanCare made a disbursement on XX/XX/XXXX from my escrow account in the amount of {$880.00} for the renewal of my homeowners insurance. My initial homeowners policy document for XXXX went out XX/XX/XXXXXXXX and this was all transferred over to LoanCare when they purchased the loan.
On XX/XX/XXXX, I received a letter in the mail from LoanCare stating that my hazard insurance had expired and they were going to purchase homeowners insurance for my property, and that I would be responsible for the period during which the insurance they buy is in effect for that which I do not have insurance.
I sent them my renewed policy, which was renewed and finalized as of XX/XX/XXXX. My XXXX agent XXXX XXXX can confirm that there was no gap in coverage, and that LoanCare themselves submitted the payment of {$880.00} for the policy on XX/XX/XXXXXXXX I have a copy of the email from LoanCare with this information and a screenshot.
I have read all the one star reviews on LoanCare, and have seen similar complaints where they attempt to sham people out of money by claiming they don't have documents, or failing to transfer documents in a timely manner such that the people who are diligent about making their payments are not only held accountable, but are scammed out of more money.
I have never had this happen with any other servicer. I believe this company is a scam. I am going to be charged at least a month 's worth of very expensive insurance that this company went ahead and purchased, when I not only had the policy in the works since XXXX of this year and finalized timely on XX/XX/XXXXXXXX ... ..BUT THEY PAID THE NEW POLICY RIGHT OUT OF MY ESCROW ON XX/XX/XXXX!!!!
Please please please investigate this company. If I dont pay for their insurance, i'm sure they will turn me into collections. Read the reviews on XXXX, XXXX, XXXX... ..everyone has a horror story about these people. Again, I have been a mortgage holder for quite some time and have had many servicers. This is a first where a servicer is charging me for something already in place ( my insurance agent and I are meticulous about my policies and making sure everything is up-to-date and timely ), AND THAT THEY THEMSELVES MADE THE PAYMENT FOR!!!!
Is there any way I can switch to another servicer????
We should be able to do this. I work very hard and pay my bills and mortgage in a timely manner. This to me is a blatant attempt to steal money from me. I am going to speak to an attorney this week as well. Please have them sell my mortgage and please please investigate this company.
Thank you so much!!
XXXX XXXX
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| 03/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loancare Services has serviced my home mortgage for more 30 months. I do not know the exact date when they took over servicing the loan.
I have typically logged in to make payments each month. In summer 2017, there was a problem with the website, and I had to call in. During the conversation, I gave authorization for a monthly payment. The account # routing # used in that transaction was incorrect. I have no idea where the source of the incorrect number - either I gave them the wrong number, they entered a number different than the one I gave them ( over the phone ) or some other error occurred. That should not have been a big problem - mistakes happen.
However, I was never notified that the transaction failed. The next month I went to make another payment, and discovered that I had been locked out of the website. I called again, and discovered the problem. I requested at that time that they get to the bottom of why I received no notification or alert to this clear data error.
My payment was not made the following month as well. I can not provide the exact sequence of events, but there were multiple calls both to un-lock the website access and to make the payment.
After 2 months, we realized that the account number in my record was wrong. We fixed it, caught up all payments, and have been OK since. I have also since set up auto-debit on their site, for the amount of their invoice each month.
There were two {$110.00} ( that seems pretty outrageous!! ) late charges, which I disputed. Though I never head any conclusion from the dispute, there is now, and has been for 2 months now, a {$270.00} " late fees '' charge on my statement ( which I never receive, but which is available for me to download from the website ). If I call and go through the phone payment process, the total late fee amount is {$220.00}. Who knows where the other {$50.00} comes from.
It is unclear to me why they did not just charge me the late fees ( they have ACH authorization to charge the amount of the statement ). This seems wrong to me, particularly in light of the fact that they don't send me statements.
This month, the final straw was that I received an alert that Loancare had registered a 60-day late with credit agencies, indicating I was {$4400.00} behind. This is false, and outrageous. That's where I stand today.
Loancare 's inaccurate credit reporting has cost me >100 points off my credit scores, and is blocking a home loan approval for a new home I have been trying to purchase for 6 months now. I have engaged a credit repair firm who has gotten their marks removed from XXXX, but the other two still show this inaccurate info, including the most recent incorrect report.
Before I hire a credit attorney to pursue damages and compel removal of this incorrect information, I thought I'd give you folks a try. I'm optimistic.
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| 04/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I requested my Mortgater My LoanCare XXXX to remove my Escrow ( county Taxes and Hazard insurance ) from my loan on XXXX XXXX ( Ticket # XXXX ), since I decided to pay my insurance and taxes Out of Pocket. I also requested them to remove my insurance ( XXXX ) information as I was changing my Insurance company. But even after that paid {$910.00} to my old insurance ( XXXX ) company from my escrow.
Then I requested them again on XX/XX/2020 ( ( Ticket # XXXX ) to remove Change my Insurance information from XXXX ( XXXX XXXX XXXX ) to XXXX XXXX XXXX I clearly mentioned to them that I have paid the amount for new insurance Out of Pocket. I requested them to do all the previous corrections, but instead, they again sent me an email stating that they paid ( disembursed money ) of amount {$680.00} from my escrow account. I called them again on XX/XX/XXXX at XXXX XXXX Moutain time stating my problem. The lady on phone repled that they never received any request and said I need to upload a signed document requesting it. She said the amount they had paid to my previous insurance company will be refunded by the insurance company but after calling the insurance company they said that they never received the check or any money form my mortgager.
I called LoanCare XXXX back on XXXX XXXX at XXXX am telling them that neither of the insurance companies received any check. The lady from Insurance department ( XXXX ) called XXXX on a conference call and enquired about the transaction and XXXX confirmed that they never received any money. After the group call, she told me that the money ( {$910.00} ) will be shown in my Escrow balance in 3-4 business days. But the money they paid to my new insurance ( XXXX XXXXl {$680.00} ), she said I would get it through refunded from the XXXX XXXX and she gave a check number ( XXXX ) as a reference to contact XXXX XXXX te get a refund.
Today is XX/XX/2020 and none of the insurance companies has received any check form XXXX, which clearly indicates that this mortgage company is doing fraud with me by taking my money. They are not refunding my money ( XXXX + XXXX = {$1600.00} ).
It is questionable how can they charge me money when I made a request to remove my hazard insurance and tax from escrow ( XX/XX/XXXX ). Moreover, their intentions are clearly fraudulent when they ignore my request stating that I HAVE PAID my insurance OUT OF POCKET ( XX/XX/XXXX ). The insurance company ( XXXX XXXX ) also stated today that they have not received any check ( which was sent on XX/XX/XXXX XXXX and XXXX had mentioned not receiving any money on XX/XX/XXXX in the conference call.
I need a total amount of {$1600.00} to be added to my Escrow balance, then remove all my liabilities ( insurance and taxes money ) from my escrow and refund me total escrow balance including the previous balance.
Thank you
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| 12/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Loan Reference : XXXX ( interest only loan ) Hello I have had a previous complaint ( XXXX-XXXX ) with this company which has not been resolved and have attempted to reach out to my assigned representative and left voicemails with no response. ( XXXX ext.XXXX ). The mortgage payment process is still erroneous on my account. The {$75.00} principal payment never got applied and it is only showing I've paid {$34.00} towards the principal on this loan. And after the letter submitted to me late XXXX by Loan Care my account reflected a {$0.00} payment due for the month of XXXX. But for the subsequent months of XXXX and XXXX the amounts due have been {$48.00} and {$49.00} to include erroneous late fees, as opposed to the {$24.00} it should have been. Yes I said XXXX as that is the due date on the most recent statement I received. For the month of XXXX I submitted {$49.00} but I will not continue to support this kind of unwarranted and illegal price gauging.
My original complaint : YOUR COMPLAINT Loan care billing system is not updating their system to reflect up to date payments made on my account and customer service has been unable to help and fix it since XX/XX/XXXX : Hello can you all please pull up the notes on my account with loan number XXXX ( interest only loan )? It has been escalated ( reference/ticket number is XXXX ) but no one person I have spoken with has been able to fix the issues with my loan account. I have called and spoken with customer service reps on several occasions since XXXX as well as a manager finally by the name of XXXX XXXX on XX/XX/XXXX. He said if a payment is made on the same day, Loancare 's system voids it out. That is not clearly expressed on the website or the mobile app. This is what happened in the case of my XXXX payment. On the site I made two payments on the same date but the system only accepted the {$50.00} principal. Unbeknownst to me the {$24.00} was never drafted out of the account. He apologized and said to rectify things he would split the {$50.00} principal only payment received and reapply {$24.00} to the interest only payment that was due for XXXX and the difference to the principal. I see where the reversals were done on XX/XX/XXXX and XX/XX/XXXX but my account is still marked delinquent. Now when I log in to the system it says my XXXX mortgage was never received although I paid it XX/XX/XXXX. On the payment screen it says I now owe {$60.00} ( {$49.00} for mortgage payment and {$10.00} in fees ). At this point if you all applied a payment for {$24.00} on XX/XX/XXXX and I have already made a {$35.00} payment on XXXX I do not understand why it is showing that Loancare hasn't received up to date mortgage payments. I last spoke with one of your agents on XX/XX/XXXX and after placing me on hold for 22 minutes she kindly hung up on me. Your help would be appreciated!
|
| 09/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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We owe a balance on our mortgage of less than {$89000.00}. We have been paying on it for almost 22 years. We are working on a loan modification with Loancare , LLC. They sent us correspondence offering a loan deferment if we had any financial hardship due to the current times. We accepted that and haven't made a payment for approximately 9 months. On XX/XX/XXXX, Loancare sent paperwork that stated " an opportunity to enter into a loan modification trial period plan. '' It showed an incorrect amortization that they had calculated. On XX/XX/XXXX, I called and spoke with XXXX, a team leader who gave me the id XXXX. He stated that he would send an email with the loan modification explanation of the amortization. We never received an email. On XX/XX/XXXX, Loancare called, and I spoke with XXXX and told him I was waiting for an email. He said it was sent on XX/XX/XXXX. He suggested to visit the website and click on COVID19 assistance. I double checked and still no email. I asked to speak with XXXX. XXXX stated he can not put me through to XXXX. I asked to speak with another team leader. XXXX stated that only place he can transfer is to loss mitigation. I was transferred and spoke with XXXX. She said that XXXX can't send an email, because there isn't one. She said to send in a year-to-date paystub and tell them we are not okay with the 480 months of payment. She transferred me to XXXX. XXXX stated she would have someone in underwriting call us. We were on the phone for over two hours at this point. On XX/XX/XXXX, Loancare called ; I didn't answer quick enough, so I called right back. I spoke with XXXX who stated that it was logged that they called and that I hung up. She put in a request for whoever called me to call me back. I stated that we are still waiting for the underwriter to call. On XX/XX/XXXX, we spoke with XXXX and explained again that there was not accurate amortization for the term length of 40 years. He transferred us to a supervisor line and we waited on hold for 45 minutes until it sent us to a voicemail. We left a message explaining what had happened and requesting to have a supervisor call us back.
We would like to file a complaint against Loancare , LLC stating that they are not following the truth in lending act by not spelling out the terms of an amortized loan showing principal and interest details for a modification. We have followed their process exactly, and they have not returned our phone calls from their underwriting department to help answer. We owe less than {$89000.00} and have an interest proposed of 5.5 % at 480 months. They are proposing the new payment be {$790.00} per month at the same interest rate of 5.5 % which would be them doubling our principal. We have asked how this is possible, and they will not provide the term detail that is producing this high of a workout payment.
|
| 07/18/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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|
Web |
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Pursuant to the Fair Credit Reporting Act 15 USC 1681 section 602 ( a ) states, " There is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. XXXX XXXX XXXX XXXX are consumer reporting agencies, and I am the Consumer. I also have the right to make sure my private information isn't shared, which is backed by 15 USC 6801, which states, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. LOANCARE LLC XXXX # XXXX is a financial institution by definition under that title.15 USC 1681 section 604a section 2 states, " In general subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' LOANCARE LLC XXXX # XXXX, the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they do not have my written consent. Any and all consent to XXXX, XXXX, LoanCare whether it be verbal, non-verbal, written, implied, or otherwise is revoked.15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. LOANCARE Never informed me of my right to exercise my nondisclosure option. Not only that, 15 USC 1681C ( a ) ( 5 ) also states, " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information. Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. " This account is an adverse item they are reporting without my permission which is against the law.15 U.S.Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.15 U.S.Code 1681e states " Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title.XXXX and XXXX are not maintaining reasonable procedures. Also in accordance with 12 CFR 1016 .7 states that " A consumer may exercise the right to opt out at any time. " I am opting out of your reporting services.
|
| 08/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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HiMy mortgage company took advantage of me. Im aware that The CFPB is closely monitoring servicer conduct to ensure that they are complying with all applicable federal consumer financial laws and assisting consumers with resolving delinquencies and preventing avoidable foreclosures. As part of this monitoring, Im aware that the CFPB will continue its heightened review of mortgage servicing complaints, including in particular complaints about challenges working with servicers to use HAF funds.
I have been impacted by COVID-19. On XX/XX/XXXX, I contacted my mortgage Servicer to let them know that I did not have the money to pay for my XXXX XXXX, XXXX mortgage bill, I have been impacted by COVID-19, and I asked what my options were at a time when I was still current on my payments. I told them I was aware of the HAF funds program opening in VA on XXXX XXXX, XXXX, and that I would apply that very day, but that theyre estimating 60-days before any payments covering my mortgage would be made. I specifically asked what contact information I should provide to Virginias HAF program, but I also asked what other COVID-relief remedies are available to me right now in the 60-day+ interim while I wait for my application to be processed. They told me there were no other remedies available. I called them every week in XXXX asking if any other remedies existed, I believe 6 times in total. I called them several times in XXXX asking the same question. I called them several times in XXXX. It wasnt until they told me in XXXX that my condo would be foreclosed upon in 10 days time that they told me I had another remedy available, to defer my payment through forbearance, a remedy I was told that had I employed back on XX/XX/XXXX on the date of my first call with them, I would not have had any delinquencies reported whatsoever. My mortgage company did not act in good faith towards me. I specifically asked them what COVID-relied remedies were available. I asked them a good dozen times and it wasnt until they told me Id be kicked out onto the streets in 10 days time ( even though they knew I was approved for HAF on XXXX XXXX, XXXX, and merely waiting for the payment to be sent to themand VAs HAF program was already in communication with them ), that they told me I had another remedy I could use to avoid foreclosure. They took advantage of me. They lied to me. They did not act in good faith to me. Conversely, I was overly diligent in my efforts to maintain good credit. I contacted them over a dozen times. I should not have to pay for their greedy, foul play lies that has negatively impacted my credit approx XX/XX/XXXX and XX/XX/XXXX with delinquent notices posted to my credit. Id like you to correct their foul play, their unfairness, what I would call gross negligence, on their part. What they did to me is not okay whatsoever.
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| 03/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am begging for someone to help me. I need help desperately with Loan Care. I went through XXXX XXXX and they use Loan Care for their mortgages. This issue has been going on for almost two years and I can not get any help. When I re-mortgaged with XXXX XXXX, I was set up for automatic payments to loan care. The first few payments went through no problem. Then a few months later, I noticed I had a lot of money in my account. I investigated my account and figured out that Loan Care stopped taking out my mortgage payment. I contacted them immediately ( about XXXX of XXXX ). I was told that I had to pay XXXX to catch up before they could take another payment from me. I told her I do not have that kind of money, but could pay a few months. She told me I had to pay the XXXX, first. I then found a company called XXXX XXXX XXXX and spoke worked with XXXX. I was told while they were working on fixing the issues that I would not be reported to the credit bureau ( which they did ). Finally in early fall everything was in place for me to start making my payments. I decided to pay through my bank since the last time they made the error and stopped taking out the money, mind you they never called or emailed me to inform me of the issue. So I made the XXXX and XXXX payment ( XXXX ). In XXXX ( XXXX ) I made another payment. I noticed that the payment was returned. I called my bank and they said that Loan Care put the money back in my account. I called Loan care and was told that I did not need to make payments yet. I told her that I made one in XXXX and XXXX with no problems. Why is there an issue with a XXXX payment. She said to make the payment in XXXX when they start. I did make my XXXX payment and XXXX payment ; they now have reported me again as no payment and charged me fees! I wrote them a letter to try to get my credit report fixed and to get my fees back! It has been almost three months and they keep giving me the run around. Last week I sold my house and the re-mortgage was for XXXX, at closing they took XXXX plus extra from me for all the fees and missed payments. I am very confused how they can keep doing this! I now can not rent a place to live due to the fact they have reported me as not making payments for over a year! I need help to get my credit clean up as well as get my money back for all these missed payments that are NOT my fault. Please help me. I recently read reviews of this company and so many people have issues with them. Please help me so we can stop them for doing this to others. I am at a loss at this point. I am so irritated that companies can do this and get away with it. I have owned XXXX homes and have NEVER missed a mortgage payment. This mess is totally their own doing and not one time have they reached out to try to contact me to let me know there was any issues. Please help me!
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| 12/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Original- complaint XXXX Received an email stating this case number was closed due to being resolved. After, I received this email- I finally got an email from Loan Care. In their email dated XXXX XXXX stated they were looking into the Ex-Wife still being on the loan. They requested to have proof of Insurance as well as proof of payment made.
Your email dated on XXXX XXXX stated the company had resolved the issues.
I feel this has not been resolved and I'm at more of a loss.
On XXXX XXXX XXXX I received an email from my attorney 's assistant claiming my case was going to be handled by another attorney and that I was to be in court the following morning. I knew nothing of this date.
After, several emails my attorney replied that she was able to get a continuance in place which is tomorrow up in XXXX WA- concerning my Bankruptcy that I filed to protect my house in hopes the issues with Loan Care would be resolved.
At this point- the money that I gave in XXXX of XXXX has not been fully reconciled. The Company had several charges for fees that were duplicated and I feel they used the extra fees that were to be used to pay my payments in advanced in fees that did not belong- just to use up the extra money. Also, there was a payment for XX/XX/XXXX that was never applied to my account- in which the loan care stated I missed the payment.
Also- in XXXX XXXX I made a payment to the Trustee I would like to have an accounting of that money- the statements do not reflect that they received nor applied to my loan.
Lastly- I still have not received the pay off amount - so that I could secure financing with another bank if needed.
I have noticed at some point I was indeed granted a modification of the loan and my interest went down. I however, do not show that I was ever given the confirmation that indeed this was in place.
I still would like to have my house- I would like to have my ex wife off my house, and have the extra money that I did in fact wired directly in- be accounted for- applied and be able to continue living in my home. I would also like to have the accounting of were the money was applied and to prove they did not use the extra money in fees that were made up.
I can be reached directly at XXXX XXXX XXXX XXXX.
I also received a facebook message from my Attorney XXXX XXXX claiming that my friend XXXX XXXX had turned her in for not handling my case properly. My attorney is stating that she is going to withdrawal from my case and not protect my interest. My friend did send XXXX XXXX and email asking her of this claim and to provide documentation and has not heard back. I feel that my attorney is using an excuse- as I have now ask to her to provide the documentation to the courts that I did indeed paid my attorney fees as well. Her receipt that she gave me was a signed business card.
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| 11/04/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
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LoanCare is reporting I was 30 days late on my mortgage in XXXX XXXX and was sent to the bureaus on or about XXXX. I pay every month, and pay extra nearly every month as safe measure so that my credit is preserved. A senior representative named XXXX ( XXXX ) had told me over the phone on XXXX XXXX that no lates would be reported. On XXXX XXXX, I had received word that XXXX30 day lates were being reported on this account. On XXXX, I spoke with XXXX XXXX and she was unwilling to begin the process of removing all derogatories from being reported, and felt the reporting was accurate and valid. She claims that the note requires I pay each month in full. Since XXXX was short of the full payment, they held this money 'in suspense ' and reported I did n't pay. So they held onto my money and did n't apply any of it to my mortgage upon receipt. Here are the terms stated in paragraph XXXX of my note ( Payments ) : 1 ) " I will pay principal and interest by making a payment every month '' & lt ; I DID THIS & gt ;. 2 ) " I will make my monthly payments on the first day of each month beginning on XX/XX/XXXX '' & lt ; payment is always received between the XXXX and the XXXX, and never 30 days late & gt ;. 3 ) " I will make these payments every month until I have paid all of the principal and interest and any other charges described below that I may owe under this Note. Each monthly payment will be applied as of its scheduled due date and will be applied to interest before Principal. If, on XXXX XXXX, XXXX, I still owe amounts under this Note, I will pay those amounts in full on that date, which is called the " Maturity Date. '' '' & lt ; in compliance to-date & gt ;. 4 ) " Each of my initial monthly payments will be in the amount of U.S. {$960.00} '' & lt ; I always pay over that amount & gt ;.
So, the note terms have been met, but they are unwilling to change how my monthly overages are applied, as well as apply money that 's been sitting in 'suspense '. This is a violation of my Fair Lending rights and the rights of others whom they have extended credit.
There was one incident which may have provoked this. I changed banking institutions that month for my personal checking account. Through online bill pay, I requested XXXX of XXXX payments to go out in the amount of {$1000.00}. XXXX XXXX XXXX XXXX sent the check out from their warehouse to LoanCare. LoanCare made ONE ATTEMPT ( verified by the credit union ) to deposit this check and it was denied by the credit union. The credit union admitted they made a mistake, but did n't know why a XXXX or XXXX attempt was not made. Attached, is a letter from them stating their error. Even so, I 'm still in compliance to this note. If extra monies made each month were made in whole or part to escrow, I should also still have more than the minimum required in there, too.
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| 05/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After 24 months of on-time mortgage payments I requested an appraisal on my home in order to get the mortgage PMI removed. Initially, I was given an incorrect email by the agent at My Loan Care. When I followed up with the company I was told that my only option was to fax a letter to the PMI department and that the previous My Loan Care worker was wrong.
I faxed the letter to My Loan Care and put in the letter that I was requesting an appraisal and the my request be expedited due to their staff providing false information. After a few days I called My Loan Care to follow up on my request. I was told the PMI removal request had been denied because I didn't have the correct loan to value ratio. They said I has to submit a request for an appraisal. I told the call agent that I had included a request for the appraisal in the the letter I had already faxed. The agent agreed to take payment over the phone.
On XX/XX/2019 the Appraiser performed his assessment. He told me that he would send his report to My Loan Care by XX/XX/2019. The week of the XX/XX/XXXX I tried numerous times to get assistance from My Loan Care.I spoke with someone who told me that they would submit my request for a copy of the appraisal and that my PMI review would be processed XX/XX/2019. However, I never received a copy of my appraisal or notification of the PMI review. My calls to the center since this request have been in vain. When the call menu offers an option to call me back when it's my turn in the queue I never receive a call back. In another instance, I waited on hold to speak a call worker for 52 minutes and then she transferred me to the wrong department and had to start over in the queue. Another time, I waited for over 30 minutes only to talk to a call worker who put me on hold so long that the call disconnected.
After searching the My Loan Care website I found a link to request my appraisal documents. I submitted the request XX/XX/19 and still have not received my documents. I have email confirmation of this request. I have also made earlier attempts to contact the company via the " Contact Us '' link on their website, but this option does not provide email confirmation. I can see that the house 's new appraisal value has been added to my account so I know the company has the appraisal documents. I believe this company is not only unable to deliver timely, informed service, but they are willfully postponing the removal of the PMI from my mortgage so that they can make as much profit as possible. I also believe that I am entitled to a copy of my home 's appraisal report and since I paid for the appraisal I should be sent a copy immediately. My home has appraised for more than enough to have 20 % equity and I have waited the required 24 months to file for PMI removal. This company is not following their own rules.
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| 11/21/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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To : LOANCARE our mortgage servicing company.
Since XXXX XXXX, XXXX you have increase our monthly mortgage payment from {$3600.00} to {$4400.00} by incorrectly calculating our property taxes. I have enclosed all the County contact information and documentation that would be required to correct this matter forthwidth.
My wife and I have made serveral attempts to contact your Customer service department and have forwarded any information under ( Ticket # XXXXXXXXXXXX ) XXXX/XXXX/XXXX that you would need to correct this matter but yet you have continued to collected escrow monies beyond legal limits of Federal Real Estate Settlement Procedures Act ( RESPA ) We are DUE are refund from our escrow account Under the legal limits of Federal Real Estate Settlement Procedures Act ( RESPA ).
We are once again are needing to send additional information to your escrow deptment since we are not alllowed to speak to anyone in your escorw department.
Below here are escrow calculations XXXXX Mortgage COMPANY who you aquired our mortgage Calculated our Escrow monthly payment of {$880.00} based on county property taxes for just the land of 2 annual tax payments of {$1600.00} and 2 annual supplemental property tax payments of {$2000.00} the last supplemental tax was due XXXX XXXX, XXXX in spite of the fact you had excess money in our Escrow account and To avoid a 10 % penalty + {$20.00} fine We have PAID on XXXX XXXX, XXXX our County Property Tax The supplemental tax payments were temporary until the XXXX XXXX tax year after which re-assesment of the land and home combined in a supplemental tax would no longer be required.
We have in XXXX XXXX forwarded you our new County property tax Statement under ( Ticket # XXXXXXXXX ) for your escrow department to correct your Escrow calculation errors. You have yet to adjust our monthy automatic checking account withdrawal.
At the begininning of the tax year we requested that you pay our suppliment property taxes and you reluctantly did make a tax payment of {$2000.00} by XXXX XXXX, XXXX but told us that you would not make the last supplemental tax due XXXX XXXX, XXXX in spite of the fact to had excess money in Escrow account. To avoid a 10 % penalty + {$20.00} fine We have PAID on XXXX XXXX, XXXX our County Property Taxes We have attached our our County Property Tax receipt to show we have Paid our Taxes That you refused to pay.
Escrow County property tax Calculations {$5100.00} Due XXXX XXXX + {$5100.00} Due XXXX XXXX, XXXX = {$10000.00} / 12 = {$850.00} {$850.00} * 2 = {$1300.00} {$5100.00} + {$1300.00} + XXXX = {$7300.00} maximum allowable escrow balance Current Escrow Account Balance : {$15000.00} If you have any questions about our past or current property taxes you have the information of our county tax collector including phone number and addresses.
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| 03/17/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I feel like LoanCare and XXXX XXXX XXXX are preying on those that needed and asked for help during COVID by destroying our credit reports. The only response the call center gives is " well that's how we're allowed to report it ''. This reminds me of the predatory policies that XXXX XXXX XXXX and XXXX XXXX were caught doing. My hope is thatI can get some help and this complaint sheds light on a malicious policy that is intended to cause long term harm to consumers. I have submitted a ticket ( # XXXX XXXX but received no response yet.
XXXX has inaccurately and purposefully reported my account late for 6 months of 2020 while in forbearance and has refused to correct the error. My VA Home Loan was approved for a 180-day CARES Act forbearance on XX/XX/2020. I understood that my payments from XXXX to XXXX would still accumulate but would not be reported as past due. A forbearance was meant to protect us after my wife was unable to work due to XXXX restrictions. I understood that only those approved payments XXXX XXXX to XXXX XXXX would be protected from derogatory credit reporting. When my CARES Act forbearance was approved, we were past due for our XXXX payment which I knew would remain past due until paid. To me this meant that XXXX would become XXXX, XXXX, XXXX, etc days late until paid because the other months were protected by the forbearance. That is not what happened, LoanCare marked XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX as 30 days past due. They marked nearly every month of the forbearance as past due plus XXXX and XXXX. I made payments throughout my forbearance and did not request a modification, choosing to pay the remaining balance in XXXX despite receiving an extension to XXXX. I paid the balance in XXXX then made on time payments moving forward but XXXX and XXXX were still listed as late in error. I was legitimately trying to get caught up and end my forbearance as quickly as possible. Below and attached is my payment history before and after the forbearance : XX/XX/2020 : Approved for 180-day CARES Act forbearance XXXX XXXX balance is past due ).
XX/XX/2020 : Payment for XXXX balance.
XX/XX/2020 : Payment for XXXX balance.
XX/XX/2020 : Payment for XXXX balance.
XX/XX/2020 : Payment for XXXX balance.
XX/XX/2020 : Payment for XXXX, XXXX, and XXXX balances.
XX/XX/2020 : I requested and they approved to end my XXXX XXXX forbearance early.
XX/XX/2020 : Payment for XXXX balance XX/XX/2020 : Payment for XXXX balance I do not see the reason to have a specific policy of marking months during an approved forbearance as past due. It is even worse for LoanCare to defend such a damaging policy by saying that they do it because they're allowed to. This is in no way the right thing to do to anyone, especially those that are seeking aid during a incredibly difficult time.
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| 04/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX we received a letter that we did not prove our Wind Insurance policy and that they were going to provide insurance for us and we would have to pay this. Our Insurance agent had been trying to get the payment for our policy. The mortgage company did not pay until it was over 3 months late. So we had to wait for a new policy to start in XXXX. Premiums were finally paid.
XX/XX/XXXX we get another letter and we call again because this was finally handled.
XX/XX/XXXX I get an alert that my mortgage payment is late from XXXX. I call because payments are made directly from my account to Loancare. I am told that my payment was not enough and so the payment goes into an account until funds are collected. My payment use to be {$2400.00} and I pay {$2800.00} each month a week before the due date. I speak to multiple people who can see what happened. They charged us for the lapse of coverage XXXX. We did not lapse the mortgage company did. We opened an escalated case # XXXX. We ahd to work with the insurance dept to get this resolved and with customer service to get our credit fixed and the payment.
XXXX was out case XXXX and she did have our credit fixed and told me she would adjust the late fees as well. This did not happen. XXXX XXXX from the insurance dept has called me back every time he tells me he is and has kept me updated. He left a message on XX/XX/XXXX stating that this will be completed next week and he will call when it is finished. I get a letter in the mail and my credit was dinged again for being late. I have constantly paid the {$2800.00} which I was told to do since no one knows what my payment will actually be. I was told that they had to adjust the difference and fix our escrow in order to know the amount we should be paying. Today I spoke to multiple reps at LoanCare or XXXX and one was the collection department, which I told him I should not be in collections. He transfer me after an hour on the phone to customer service and after another hour going over the account, he is still showing I am a month late or missing a payment. My account has multiple payments then reversals and it makes no sense to me, however I know what has been paid out of my bank account. They told me a payment was returned, not sure why because I pay from my bank. I did have to go in a pay again on XX/XX/XXXX for XXXX. I now am told I cant pay online or over the phone because I am not in good standing for payments. I am also told I am a month in the rears, which is not true. XXXX waiting for someone to return my call again but I do not have much hope since after XXXX hours today no one could help. This company is the worse, I had to file a complaint when we refinanced. I have voicemails and phone conversations recorded showing they were working on this issue and was going to fix it.
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| 06/13/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Renewed my homeowner 's insurance 20 days prior to the expiration date. Sent a fax copy of the policy to the company on XX/XX/2020. I received a letter from XXXX XXXX saying the end of XX/XX/2020 saying my insurance was expired and they were going to purchase insurance for the property XXXX XXXX XXXX XXXX XXXX. I called the insurance department and talk with a staff member who was very rude. I requested to talk with a manager who stated that they had not received my renewal. I confirmed the fax number XXXX the same as I had. I told the manager I was current on my insurance and will re-fax with the address, loan number and my name. I re-faxed and had gotten confirmation a second time. On XXXX XXXX I Received an insurance policy in the male from XXXX XXXX with a letter stating that they had purchase homeowners insurance for my property. I went to the XXXX office and had XXXX re-faxed with a confirmation. I addition, XXXX XXXX stated the had opened up an illegal escrow account in my name and has increased my mortgage payment. I had fought XXXX XXXX with your help last year to discontinue my escrow account considering they had not paid my taxes and insurance 2 consecutive years with last year finding out I had no insurance on my property XX/XX/2020 as they over padded my escrow account and did not pay my homeowners insurance after receiving payment billing from XXXX. I request to close my escrow account and was told I had to pay 1 of the mortgage. I then seek your help in closing the account. They did return my balance IN my escrow account with some threatening words. This company constantly intimidate its clients. I know they got my faxed 2 and denied it. I sent a third time and is requesting you take a look at this company. I have several friends who have this mortgage company and is having similar problems. I have gotten a lot of harassment from this company since they have taken over my mortgage 4 years ago. This is the company that I requested to close out my escrow account initially when they bought out my mortgage and on several occasions thereafter with the answer been each time I had to pay them 1 % of my mortgage to have that done because they own my escrow account and not me. My request at that time was made verbally via phone and in writing. I had to seek government assistance last year to have my escrow account close out without paying 1 % of my mortgage a fee to have its closeout. Now they have decided to reopen my escrow account illegally and have purchased homeowners ' insurance and charge it to me. I would like this account to be a close and illegal increase in my mortgage payment stop. I will be paying the amount I pay monthly for my mortgage and not a dollar more over that for an illegal escrow account. I am not going to absorb the cost of that second insurance.
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| 09/17/2021 |
Yes |
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- Trouble during payment process
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Web |
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Hello, Thanks for taking this time to review my request. I have a family of XXXX and usually to prevent any issues with shelter expenses we pay our mortgage upfront with our tax refund. We did so for XXXX in hopes that this year would be a normal year. Then Covid Struck and both my husband and I had to collect unemployment. We applied for a forbearance that would have applied from XX/XX/XXXX - XX/XX/XXXX. We also applied for the first 90 extension which is bringing us through XX/XX/XXXX. We continue to receive letters and call from the mortgage servicer that are quite scarey. We have requested our final 90 days which will put us to tax return time since we are in debt up to our eye balls currently as anyone can imagine. However, the mortgage servicer is reporting that we have exhausted our forbearance allowance under the CARES act. However, that isn't the case. Each time I would contact Customer care Here is the verbiage about our request : Forbearance Plan Terms You are entitled to a forbearance for up to 180 days. As part of your Forbearance Plan, we have temporarily paused your monthly mortgage payment amount of {$790.00} for 360 days, the forbearance term you selected. Your forbearance is effective starting XX/XX/XXXX and will expire on XX/XX/XXXX. During this time, you do not need to make any mortgage payments. You may shorten the Forbearance Plan at any time to reduce the amount of payments which are being paused. Additionally, you may request an extension of your forbearance for up to an additional 180 days.
Your account will not be assessed late fees or penalties during the term of the Forbearance Plan. If your loan was current at the time of entering into this Forbearance Plan, then each month you are in the Forbearance Plan, we will report the status of the account to the credit reporting agencies as current. If, however, your loan was delinquent prior to entering into the Forbearance Plan, we will maintain that delinquency status during the term of the Forbearance Plan. If you are able to bring the loan current during the Forbearance Plan, we will report the account as current. The terms of your mortgage remain unchanged.
If you have questions about the terms of your Forbearance Plan, please contact us at XXXX.
The mortgage services information is as followed : In order to assist you, LoanCare has assigned a Mortgage Resolution Advocate to your loan.
The Mortgage Resolution contact information is listed below : Mortgage Resolution Advocate : XXXX XXXX Phone Number : XXXX Extension : XXXX Email : XXXX Fax Number for submission of documentation : XXXX I have been placed on hold for 30 minute increments at a time then line disconnects. The treatment has been completely horrible. I would ask for a manager and was told one would call me back and not receive a call.
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| 06/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Mortgage servicing company has repeatedly ( for years ) misapply my escrow payment. On XX/XX/XXXX I sent an electronic transfer in the amount of {$3400.00} to cover my escrow shortage. By paying the escrow shortage my monthly noted should be {$140000.00}. If I didn't pay the shortage my note would increase to {$1700.00}. LoanCare processed it on XX/XX/XXXX as 2 different transactions : the 1st in the amount of XXXX and another in the amount of {$1700.00}. Because these funds were not properly disbursed to the escrow account my monthly mortgage payment increased to {$1700.00} instead of the correct amount of {$1400.00}.
On or about XX/XX/XXXX I contacted LoanCare regarding an error in my escrow account and payment resulting in an incorrect increase in my monthly mortgage payment. After approximately an hour on the phone I was assured everything was taken care of and my account was up to date.
On XX/XX/XXXX, I opened my statement to find that the error had not been corrected. Again I phoned the customer service dept and spoke with XXXX who quickly and wisely transferred me to the " Escalation Dept '' when I was rudely assisted by operator XXXX ( XXXX? XXXX? ). He informed me that I was wrong. My account was not up to date and I owed some outrageous amount of money. I asked to speak to his supervisor and he informed me that there was no one higher who could help me. Eventually, after a heated conversation he agreed to forward my case for further investigation. At this point I called XXXX XXXX XXXX, EVP, Client Relations and left a voicemail and contacted XXXX XXXX.
At XXXX XXXX 's request, I was contacted by XXXX XXXX XXXX on XX/XX/XXXX. Have several hours I was informed that the " error '' had been corrected.
Unfortunately, the error appearently has not been correct as I received a FedEx on XXXX, XXXX requesting me to " act now to prevent foreclosure '' ( this is paraphrased ).
I called XXXX XXXX immediately and have left a total of XXXX voicemails, XXXX voicemail for XXXX XXXX and an email to both. To date neither have replied.
I have spent hours on the phone with LoanCare trying to correct their accounting error only to be treated rudely and as if I was at fault. If this had been the XXXX time I had this experience with LoanCare I would be more forgiving. However, over the past several years this same issue has resulted in numerous hours of my time being wasted correcting their accounting errors.
During the COVID crisis, I was originally denied forbearance because I was " delinquent '' on my account prior to the COVID crisis. Of course, this was not correct, it was a direct result of their accounting errors. I have never been delinquent on my mortgage. I pay religiously every month as a matter of fact, I pay additional funds every month.
XXXX XXXX
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| 04/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan Care, LLC currently services my lender XXXX XXXX in regards to my mortgage escrow account. I asked for an escrow analysis statement to be issued on XX/XX/XXXX Reference Number : XXXX. I needed this analysis as I received a property tax break for XXXX so there was a surplus of escrow. Loan Care had a copy of my tax bill which amounted to {$610.00}. The projected amount for my taxes was {$2800.00}. So as you can see this was a justifiable reason to ask for an updated escrow analysis.
The ticket was never resolved and I was never provided the escrow analysis. I called Loan Care back on XX/XX/XXXX explained what information I needed and why. I was told to open a second ticket, Reference Number : XXXX. The ticket was closed with no comments or resolutions provided. Loan Care also removed my previous escrow analysis document from my account. Very suspicious. Since having the XX/XX/XXXX ticket closed I have made endless attempts to call Loan Care and inquire why they will not provide the escrow analysis. I filed complaints, been told my tickets are being escalated, however each time I call I am not allowed to speak with anyone from the escrow department and each supervisor I speak to has a different story to tell.
My last conversations were on XX/XX/XXXX with XXXX ( agent ID XXXX ) she lied and told me she opened an " escalated ticket '' for me and assured me I would receive a call back the same day. I called back on Monday, XX/XX/XXXX I was told no one named XXXX worked there and transferred to another supervisor XXXX ( agent ID XXXX ), She opened another ticket on my behalf and provided me an actual ticket number XXXX. She assured me I have a right to ask for the escrow analysis and she did not understand why they would not provide one. 3 days have passed and no one has bothered to call or respond. I have been asking for this analysis since XXXX and it is now the end of XXXX and Loan Care continues to refuse to provide one.
Based on my research I have every right to request a new analysis to be made, however, Loan Care is refusing to provide one. I feel my legal rights under RESPA have been violated. Loan Care has no right to keep that money in my escrow. I believe they are refusing the issue the analysis because if they do, they are legally required to refund me the surplus amount. They, of course, do not want to do that, so they are just refusing the run the analysis.
I am aware that allegedly NC switched their timeline for the required annual escrow analysis to XXXX, however, I should not have to wait that long, I prefer to have my analysis ran at the beginning of the year as it more aligns with when property taxes are paid out. I would really appreciate your assistance in enforcing Loan Care to follow the law. Happy to provide more details if needed.
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| 07/11/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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Modification request sent XX/XX/XXXX Docs uploaded XX/XX/XXXX Follow ups until advised on XX/XX/XXXX told alternative income needs to be sourced, unable to reach anyone in department ( XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ) finally spoke to rep XX/XX/XXXX who advised insurance payment is in wrong field. Resent borrowers affadavit with correction XX/XX/XXXX XX/XX/XXXX spoke to SPOC XXXX called weekly XX/XX/XXXX called advised modification denied, no reason in notes, XXXX rep, advised would escalated and reach out to management Advised to send in notice of appeal if no follow up call in 5-7 days from underwriter. XX/XX/XXXX filed appeal XX/XX/XXXX advised appeal request has been received bt it needs additional docs, XX/XX/XXXX sent appeal request hardship letter and docs XX/XX/XXXX spoke to rep XXXX adv 5-7 days to review appeal XX/XX/XXXX after calling weekly with no updated none of the call backs were returned, escalated file, sent email copied Loan Care upper management XX/XX/XXXX received email from XXXX XXXX advising forbearance was approved, received forbearance request, for a 12 month period in the amount of XXXX per month. ( Unemployment income was XXXX per week, daycare XXXX week, car note, car insurance, food gas, yes dint make sense, XX/XX/XXXX reached out to SPOC, spoke about negative credit impact, advised worked for a bank and needed this issue remedied in order to get comparable income to pay mortgage, stressed the longevity of this process, negatively impacted my chance to obtain a credit car increase, personal loan ect. Was advised delinquency unlocks programs to aide customers, versus customers who are not delinquent. XXXX due to negative impact further hindering permanent job opportunities/ forbearance agreement not thought out, and poses a negative customer impact, would prefer Loan Modification. Advised per pay stubs I am working, and would prefer mod. Resubmitted package, to SPOC, was advised this would be sent to underwriting and should hear something prior to first forbearance trial payment ( X/X/17 ) XX/XX/XXXX received email that processor needed me to resubmit docs, not new docs but the same docs. i thought maybe I had saved them wrong. XX/XX/XXXX advised file is with processor, not underwriter, file had not been reviewed. Finally 4 month later I am told after numerous callback request going unanswered that XX/XX/XXXX my file was assigned to underwriter 4 months later My ultimate goal is to shine light on the negative impact caused by the longevity of this process and it further hinders financial resources be accessible to person who reach out for help. Additionally, the purpose of the SPOC needs to be more functional, able, to grab a file, decision and run past management to reduce underwriters pipeline, and deescalate certain situations.
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| 05/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I first contacted my mortgage loan servicer, LoanCare, in XXXX XXXX , XXXX . My home purchase and loan included the purchase of XXXX separate lots, each with their own tax id, and both lots have separate county ta xes due on them each year. The contact in XXXX XXXX was to let them know they did not pay the taxes on our smaller lot for the XXXX tax year, and that i know owed late fees and penalties. It took months, but they finally added the second lot to my escrow account to be paid for the XXXX tax year. I paid the taxes myself out of pocket, and paid the penalties and late fees as well. I had made several calls to customer service and was told they could n't help me on the phone and i had to wait for them to " research ''. I never heard back from them. I next contacted the company on XXXX XXXX , XXXX . I got an email that a disbursement had been made to pay taxes. When I logged into my account, they once again paid the taxes on the larger lot and the house, but did not pay the taxes on the smaller lot once again. The smaller lot was listed, but the due date was incorrectly listed as XXXX XXXX rather than XXXX XXXX like it was supposed to, which was once again going to cost me penalties and late fees. I let the company know in XXXX that the due date was wrong and this needed to be paid in XXXX . They still did not pay the taxes, so finally I paid the taxes myself out of pocket so i would not incur penalties and taxes. Once again, another missed payment out of my escrow account. I called customer service several times and was told multiple times they could not help me and i needed to wait for them to " research ''. I never received follow up correspondance. Fast forward to this month, XXXX XXXX I get an email from LoanCare that a disbursement had been made to pay the property taxes on this smaller parcel that I had already paid taxes on 6 months ago. No explanation of why now, 6 months later, they decided to pay a tax bill they missed 6 months earlier and I already paid. Now i have to try to recover my funds from the county sheriff because, of course, the customer service folks could n't help me. Also, they somehow found out about a small amount of city taxes i owe to my township every year and added that account to my escrow obligations. This township specifically says these taxes can not be paid by the mortgager, and must be paid by the homeowner, so i assume LoanCare will make a double payment on these taxes when they co me due in XXXX . This amount should not be paid by the escrow account. I have sent 3 requests to cancel my escrow account to LoanCare over the past year because of their constant mistakes, and I have never received a single response to any of my three reque sts to cancel my escrow account.
|
| 12/31/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I in the beginning of the Covid pandemic applied for a forbearance and was approved because of the cares act and was then later presented with a modification in which I thought was going to provide me with being able to put the payments missed during the forbearance at the end of the loan by extending the mortgage end date. On XX/XX/2021 I signed and had notarized and then sent the documents back to Loan Care LLC. I then received a copy back from loan care LLC dated XXXX XXXX, almost 6 months later, notarized by Loan Cares Notary saying that enclosed is a copy of your executed document. Please retain this copy for your records. We are pleased to have been able to work with you on this matter. I then received another copy dated XXXX XXXX of the same thing. I then make 5 payments of the agreed {$700.00} payment. And then receive another package that looked just like the package I signed in XXXX of XXXX. I then call Loan Care LLC to figure out why I received another package and I received several different vague answers from multiple agents at loan care. I spoke to supervisors in their leadership department that told me it all looked good and Payments were made as agreed to and there notes said that no further action is needed from me but they would email the underwriting department to see whats going on and that they would call me back. This happens approximately 10 different times and all 10 times never received a response back. I then start receiving letters from loan care LLC saying my house may go to foreclosure soon and I should call to settle this matter in which I did. Every time I called on this matter to see what was happening the agents told me that things were in process with loan care LLC and not to worry that it was just crossed in the mail and I need not to worry.
I then receive a letter from an attorney both by regular mail and certified saying that I am in foreclosure and I had 30 days to contest. I immediately call loan care LLC and they said its because I didnt respond to the second document package that they themselves told me not to worry about and they would work this out and call me back which they never did. After 2 weeks of stressful worrying and calling them back almost everyday during that period was finally able to get the foreclosure suspended pending review. I then with no calls from them ever was sent a package regular mail that extended my mortgage by 20 for years so a total of 40 years at double the interest rate and {$220.00} more a month even though I was 10 year into a 30 year mortgage making me only have 20 years left. I call them back after the XXXX holiday and they tell me Im past my date of approval to put the remaining payments at the end and I wouldnt be if they didnt mess up the original paper work. Please help me!
|
| 12/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I am disputing the reported delinquency regarding the XX/XX/XXXX payment that was reported as delinquent on loan, XXXX.
I just spoke with XXXX XXXX XXXX XXXX XXXX XXXX representative, XXXX, regarding the delinquency that was reported to the credit bureaus. She read through the notes of the previous calls that I made to customer service. I called customer service in XXXX and XXXX of XXXX. During the initial calls, there was never any mention of a required payment before the mortgage payments were transferred to the new servicer XXXX XXXX XXXX XXXX XXXX. I was never made aware of the delinquency. I did however verbally complain, siting the same regulations, and have yet to have the correct made or receive an apology.
My mortgage payments were initial setup through your company. When I received the notice of transfer, I went to the XXXX site and the account was already showing on the dashboard. The next payment was due XX/XX/XXXX. I have attached the transaction history and proof of payment on both loans to USB. I spoke with XXXX, customer service rep for XXXX, and he stated that both loans show an acquisition date of XX/XX/XXXX. Every payment since then has gone to XXXX.
As you can see in the enclosed attachments, my first and second mortgage were initially servicing by XXXX. The first mortgage lists the delinquency. The second mortgage however does not show as delinquent. It lists that it was closed on XX/XX/XXXX and my last payment to XXXX was on XX/XX/XXXX.
While reviewing my credit report on XX/XX/XXXX, I noticed the negative or adverse reporting made by XXXX. I immediately contact XXXX to dispute the incorrect reporting, and will be contacting the other 2 today, XX/XX/XXXX. I then contacted XXXX. There is no record of my previous complaint, nor was there a written response/resolution.
I closed on my home on XX/XX/XXXX. My first payment for account XXXX, was due XX/XX/XXXX. I made XXXX payment to XXXX : {$920.00} first mortgage {$84.00} second mortgage web payment from XXXX to XXXX XX/XX/XXXX. The enclosure from XXXX shows that XXXX reported XXXX XXXX as delinquent on XX/XX/XXXX. I would love to know how and why, XXXX is reporting XXXX, XXXX, and XXXX as Pays as XXXX. And then shows delinquent on XXXX payment. Especially when the account for XXXX, XXXX shows Pays as XXXX. I received a notice of transfer and all subsequent payments have been made to XXXX : {$920.00} first mortgage {$84.00} second mortgage web payment from XXXX to XXXX XX/XX/XXXX.
The following regulations have been violated : FCRA, RESPA, FDCPA, TILA, & UDAAP. By the end of the day I will submit disputes with all three credit bureaus. I have also contacted Results Mortgage to let them know about their 3rd party vendor. Perhaps they will be reviewing their contract with XXXX.
|
| 08/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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During the 2nd week of XX/XX/XXXX, I received my annual Escrow Account Disclosure Statement. Since this is the first year with Loancare as my mortgage servicer, this is the first time they have provided me this letter.
On the Annual Escrow Account Disclosure Statement, it was noted that I had an escrow surplus of {$150.00}. In other words, I had paid more into escrow than was necessary. As such, Loancare issued me a check for {$150.00}.
Also on the Annual Escrow Account Disclosure Statement, my semiannual property ( county ) tax disbursements were listed. I own two parcels. For one of the parcels, the semiannual property tax disbursement transferred identically from XX/XX/XXXX to XX/XX/XXXX, which is accurate. For the second parcel, a rear, half acre parcel on which there is no structure, no improvement, no change, Loancare noted that my semiannual tax disbursement would increase from {$67.00} to {$1300.00}. This equates to a difference of {$2600.00} for the year! As a result, my monthly escrow payment increased from {$590.00} to {$770.00}. This is almost {$200.00} more per month.
When I noticed this issue in early XX/XX/XXXX, I began calling Loancare. At the time, they said that this issue would be fixed by XX/XX/XXXX. It is now XX/XX/XXXX and I have had to make two mortgage payments that are almost {$200.00} more per month than I had planned. I did not budget for this.
To date, I have called Loancare 7 times. I have sent them 3 emails via their customer service contact email address. I have received no response to any of the emails - either by phone, email, or mail. During those calls and within those emails, I have discussed the Annual Escrow Account Disclosure Statement, I have provided a link to my county auditor 's page for the parcel in question, I have provided the phone number to my county auditor, and I have explained the situation clearly and thoroughly. I don't know what more I could do - I've basically done their job for them, and yet they have taken no action on their end.
Today, I was told that this process may take another month or more. Simply put, I don't have the money to continue to make monthly payments that are {$200.00} more than they are supposed to be.
I don't know if Loancare is simply negligent ( i.e., they don't care about their customers at all ) or fraudulent ( they hike escrow payments in the hopes that borrowers default on their mortgages ), but something is amiss. This is the 6th property I've owned, and I have NEVER experienced a single issue with a mortgage servicer until now.
Please investigate Loancare. If I - as an educated and experienced borrower - have been treated this way, if by doing my due diligence there has still been nothing done on their end, I shudder to think about what they're doing to others.
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| 12/14/2020 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX I have had a lot of problems with Loan Care / XXXX XXXX XXXX. I have tried calling them, sending letters and emails - however they do not work.
LoanCare has lied to us in XX/XX/XXXX about paying our home insurance and tried taking almost {$2000.00} of our escrow money. Once I contacted the CFPB, you stepped in and helped.
I've already reached out to you last month because our escrow account was getting deleted again without explanation. Loan Care has claimed they paid our home insurance on XX/XX/XXXX and took the funds out of our escrow account. However, they are not being honest. I received this email from LoanCare on XX/XX/XXXX : Your loan number is XXXX.
The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : ( {$480.00} ) Disbursement Description : Hazard / Homeowner Insurance Please go to XXXX for further detail, or submit any inquiries via the Contact Us page. To unsubscribe from this email, please go to the Update Notifications page under the My Profile menu of the website, or email XXXX to be removed.
If you have any questions about your account or need assistance, please email us at XXXX.
NMLS # XXXX *****So I emailed XXXX saying this : XX/XX/XXXX You had sent me this email on XX/XX/XXXX : Your loan number is XXXX.
The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : ( {$480.00} ) Disbursement Description : Hazard / Homeowner Insurance NMLS # XXXX However, I have been in contact with our home insurance provider since XXXX and asked them to notify me when they get paid. I received this email today - they did NOT receive payment. ( last year we were lied to 3 times about paying our home insurance ) Not only did we receive this email but a letter came from XXXX XXXX. saying they did not receive payment. PLEASE PAY THEM TODAY. Here is the email I received : Hello, Your policy renews on XX/XX/XXXX. It may be early, however, I am following up with you.
Please call the mortgage company to verify they are sending payment for the policy.
Thank you for your business and have a great day!
XXXX XXXX Multi-product Agent Associate XXXX XXXX XXXX Fax : XXXX XXXX ONCE I EMAILED XXXX THIS IS WHAT WAS SENT BACK TO ME : Thank you for contacting us!
This email address is no longer being monitored.
If you are a customer, please log into our website and submit your request using the self-service options. ( WHICH ALSO DO NOT WORK!!!!! ) *****Their emails do not work, there is no area on their website to get help and they hang up when you call. It is set up so you can not resolve issues. PLEASE PLEASE PLEASE shut them down. HORRIBLE mortgage crooks.
|
| 03/09/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
I already have a complaint in for LoanCare Services Mortgage company, but I need to put this complaint in because this company is just a nightmare to deal with. This mortgage company does not work with you or tell you things about your mortgage that you need to know. It also holds your mortgage hostage, what I mean by that is if you go into foreclosure or they want to start the process they send your mortgage to their lawyer and once that happens LoanCare Services no longer will give you information, even when the company says they are. Prime example, I had to sell my home because of the difficulties this company has provided to myself and my ex-husband, and so with selling on my home so I can pay off the mortgage LoanCare Services has on it I was not able nor was my realtor able to get a payoff of the current mortgage owed. Several request were place with LoanCare services to provide this information so they would be paid, but they refused to give it to myself, my ex-husband or the realtor. It was a circle with them, the company said we will give you the payoff we have to request it, days go by and nothing, but when you call them they don't tell you they aren't going to give you the payoff LoanCare Services just closes the request without telling the client and goes about their business. This was costing me the sale of my home, which I wouldn't of had to do if they would of helped me and honored that I didn't need my ex-husband to sign on the modification to help lower the mortgage. Also since not paying it, the escrow was never short, which was amazing to me that when I was paying it my escrow was always short..ALWAYS, but when LoanCare had to paXXXX my taxes on my behalf it was never short. AMAZING. With my mortgage being a federal government backing you would think LoanCare Services would be held accountable for their actions. This has cost me fees, time and mental anguish along with problems with my ex spouse and my children for loosing their childhood home because I couldn't fight this big Mortgage company or hire an attorney to fight for me. I contacted two lawyers and one was actually fighting LoanCare services for a client similar to my situation, with my ex-husband off the mortgage so I can do what needed to be done without involving him and that client also behind on mortgage payments fighting with LoanCare Services. There should be more ways for clients to help fight mortgage companies like LoanCare Services. Anyone that talks to me about this company I will tell them to contact Consumer Financial Protection because this company should be held accountable. All the pain that this company has caused my family should be addressed and compensated but because I am just a single mom it won't be address and I will be shooed away like a fly.
|
| 12/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
My mortgage payments with Loancare LLC were made on time as well as extra payments to loancare because they claimed that my payments are being returned due to insufficient funds by my bank. I have had my bank, the XXXX XXXX XXXX XXXXXXXX XXXX XXXX verify, double verify and triple verify that the funds are being received by loancare and have provided the transaction ID numbers for each transaction.
I have called loancare on almost a daily basis for the past 6 months and during the last phone conversation with the customer service representative, he informed us ( my father and I ) that the error was on their part.
Since then, I have made one payment to loancare on XX/XX/2022 before its due date which would have been XXXX the XXXX 2022. They are saying that they have not received the payment either.
They have investigated this matter every month that I have called to straighten this out and yet it continues to happen. Right now there are thousands of dollars of mortgage payments that loancare has not applied to my account. Needless to say, this has caused an extreme amount of stress because they have threatened foreclosure. The funds have not been returned to my account with XXXX nor was I charged any returned fees by them, This has destroyed my credit as well as my fathers credit because he is the cosigner on the loan. It has destroyed the relationship between the two of us because he feels that the error is on my part.
This is not fair to me at all. I am a XXXX XXXX With sever XXXX and this matter during the past half a year has sent me into really dark places. Loancare began harassing me claiming that I am in default and began sending people to my house knocking on my door and ringing my doorbell scaring my XXXX XXXX XXXX XXXX son in the house because we are not expecting anyone and it happens in the early morning!. This has happened on more than one occasion!
I am paying my mortgage and have been since day one of this loan. I have attached documents of my bank statements with the transaction ID numbers for your viewing.
I am reaching out because they are jeopardizing my home and my family. If I am sending them money electronically every month and can show proof that they are receiving it yet its not being applied towards my mortgage, isn't that considered wire fraud? How is loancare able to get away with this?
I will also be forwarding this to the North Carolina State Attorney Generals Office as well as the Federal Trade Commission and the Banking Authority of the state of North Carolina.
If you look at the screenshot from loancare that i have attached, you will see the date that shows when the next payment is due. Today 's date is XXXX the XXXX. They cant even keep their own website right or updated properly.
Please help!
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| 02/09/2021 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
First off I would like to start with the fact I am a XXXX Veteran working in XXXX as a XXXX XXXX during these trying times. This all started about 2 1/2 years ago. I filed for a loan modification about 4 times and I was denied all 4 times. I then hired a law firm to help me get this problem handled. It took the lawyer 14-18 months to get it approved XXXX XXXX was dragging their feet so that my income would change just a small amount so they can make us start over. Now that it was approved I was in my 3 month trial period, my last month XX/XX/XXXX I was XXXX short on my payment. This was a complete typo due to me working more than 14 days in a row 12-20 hours a day in 2 hospitals here in XXXX California During the Covid surge. Not a single phone call was made not a single email or even a letter mailed to me. The first time I contacted them when I found out I made a mistake to correct it I was told someone called an XXXX number and tried to leave a message. This number was for my lawyer, and I guess there was a form done so the mortgage company was not allowed to contact me at all. If there was a no contact cease and assist filed why was there a message left on my lawyers phone yet I am asked every time if that is my work phone. I paid the XXXX I was short as soon as they allowed me to that alone happened XX/XX/XXXX. I talked to a manager XXXX trying to get this issue resolved and I was told there was no reason to worry he would get in touch with the person handling the modification and get it fixed then call me himself the next day. No call was ever made! I called everyday since XXXX even on the weekends trying to fix this problem all while I was at work trying to keep XXXX XXXX XXXX. I then talked to a Team Lead by the name of XXXX, who once again told me there is no reason to worry and she sent an email to the person working on my case and she would handle the problem. She took my XXXX payment at that time. This was the first time someone allowed me to make a payment. I called today XX/XX/XXXX to figure out what is going on because once again no return call was made to me I was told I have to completely restart the modification process again and there is nothing that they WILL do to help me. I have had nothing but problems with this company and although I will admit it is not their fault I had problems paying my bill, it is their fault they are refusing to help me in any way shape or form. XXXX dollars mightXXXX just cost me my home. This company has targeted me since the first time I made a late payment, This company is against the veterans they promise to serve. In the end I just want to make my house payment. I don't want to live in fear at all for my home anymore! this company is doing everything they can to get my home from me.
|
| 09/08/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
|
|
In XX/XX/2020, I received an Annual Escrow Account Disclosure Statement from my loan servicer, XXXX XXXX XXXX XXXX ( Loancare ), with a statement date of XX/XX/XXXX. This new Escrow Analysis shows a escrow shortage of {$1000.00}.
Upon researching why my Escrow shortage was so high, I discovered that my county was now combining my City and County taxes. My County and City taxes combined is {$1800.00}. XXXX ( Loancare ) is assessing my County taxes as {$1800.00} with an additional {$700.00} in City taxes and therefore charging me twice for the City taxes which are included in the {$1800.00}. I have sent them a copy of my county tax bill on XX/XX/XXXX showing that both taxes are now combined and it has been confirmed by SEVERAL customer service reps that they have the copy of the tax bill and can see that they, XXXX ( Loancare ), are assessing the City taxes twice.
Since sending XXXX ( Loancare ) a copy of my tax bill, I have placed numerous calls to XXXX Servicing ( Loancare ) requesting a new Escrow Analysis as the XXXX Analysis Escrow shortage has increased my mortgage payments to a distressing amount for me at this time.
Although I did not document the dates of all the earlier calls I have made beginning XX/XX/XXXX I have been assured multiple times that they can see I am being charged twice for my city taxes and that they are requesting a new escrow analysis yet no changes have been made to my escrow account or mortgage payments.
In addition to the many calls I have made, I requested a revised Escrow statement/analysis through XXXX online customer service on XX/XX/XXXX, explaining the issue in detail ( Ticket # XXXX ). I received an email back on XX/XX/XXXX stating the issue was resolved with no explanation and no changes to my escrow account or my monthly payments.
My most recent calls, I spoke with XXXX who assigned a case # XXXX on XX/XX/XXXX. She assured me that she has elevated and expedited my request for a new Escrow analysis with the corrected tax bill.
I again spoke with XXXX, agent # XXXX on XX/XX/XXXX, who stated the case is still under review and should be resolved within a week and prior to my next payment going past due ( XX/XX/XXXX ).
As of today, XX/XX/XXXX, my escrow account still list the duplication of {$700.00} for my city taxes and an escrow shortage of {$1000.00} with a higher monthly mortgage payment. In all the numerous calls I have made to XXXX ( Loancare ), I am not allowed to speak to a member of the Escrow Team and this issue is not getting resolved by the customer service team.
I have not been working since XXXX of this year due to Covid-19 and this new, higher mortgage payment is having a huge impact on me and my family.
Thank you for any help you can provide in resolving this matter.
|
| 07/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am writing to report misappropriation of funds and egregious mortgage servicing practices performed by LoanCare LLC.
Our mortgage servicing was bought from LoanCare effective XX/XX/XXXX ; however LoanCare did not provide any notice of transfer of servicing. In late XX/XX/XXXX - 6 months after the date of transfer - I received an alert through personal credit monitoring that my mortgage was being reported as delinquent by a new servicer. We had no idea that our loan servicing was transferred from LoanCare to XXXX in XX/XX/XXXX ; regular, timely monthly payments were made to LoanCare until XX/XX/XXXX.
After contacting XXXX ( who failed to provide appropriate notice as well, by sending the documents to the property address rather than our permanent residence ), I was informed that our mortgage was thousands in arrears. I began reconciling where the payments made to LoanCare from XX/XX/XXXX to XX/XX/XXXX had been applied, if at all.
On XX/XX/XXXX I made my first call to LoanCare in an attempt to reconcile the payments and found that of the five payments, 2 were forwarded to the new servicer and 2 were returned to my bank. The last payment remains unaccounted for.
LoanCare failed to appropriately forward or return the payment made on XX/XX/XXXX and is unable to provide any documentation as to it's whereabouts.
As of XX/XX/XXXX, I have spoken with LoanCare customer service on 6 occasions, Twice ( once via fax and once via email ) I have provided proof to LoanCare that they accepted and endorsed this payment and asked for documentation of its application.
The information provided by LoanCare 's customer service is different and contradictory but the results are the same : no resolution. For 8 weeks now, I have been told that the research is " still in process ''. I have been given dates by which I can expect the documentation to be mailed ( never has arrived ). I have been given case tracking numbers that when referenced in subsequent calls, apparently have no case history. I have a customer service rep inexplicably transfer my call back to the main call directory, and every with call I am placed on hold in excess of 20 minutes.
On my most recent call, I was told they do not have any documentation on file and that I should submit the proof again. I am no further along today than I was at time I first contacted them. To boot - in XX/XX/XXXX - LoanCare reported my mortgage ( the one transferred in XX/XX/XXXX ) as being >120 in arrears! Upon my contacting them about this separate issue, I was informed that I needed to provide them with proof that they reported this information - which makes no sense.
The net result is that LoanCare has misappropriated at least {$1800.00} and is not being held accountable for their practices.
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| 01/22/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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XX/XX/XXXX XXXX, North Carolina Dear CFPB I need your assistance.
My rental Mortgage is with the XXXX XXXX XXXX. It is a Conventional Loan with Escrows.
My Hazzard Insurance Company is XXXX XXXX.
It came to my attention that my Hazard Insurance was not renewed on time in XX/XX/XXXX due to the fact that my insurance company didnt receive payment from XXXX XXXX XXXX form escrow account.
XXXX XXXX XXXX charged me {$36.00} for a forced insurance.
I dont think it is fair that I have to pay for their negligence.
Please help me!
Summary : In XXXX, XXXX I received a letter from XXXX XXXX XXXX date XX/XX/XXXX, XXXXin reference to the Hazzard Insurance for my rental property located in XXXX XXXX XXXX XXXX, NC XXXX.
This is a Conventional First Mortgage with Escrow.
The letter Exhibit A informed that their records show the hazard insurance has expired, and we do not have evidence that I have obtained new coverage.
On XX/XX/XXXX XXXX I called XXXX XXXX XXXX XXXX XXXX and spoke with XXXX, he transferred me to the Insurance Department. The Insurance department said the issue was for a gap period of XX/XX/XXXX to XX/XX/XXXX and they needed a proof that the house was insured for that period.
On XX/XX/XXXX I called my insurance Agent XXXX XXXX ; he did research and called back informing that in fact it was a gap of insurance from XX/XX/XXXX to XX/XX/XXXX because they didnt received payment on time for the renewal.
On XX/XX/XXXX at XXXX I called my Lender XXXX XXXX XXXX XXXX XXXX and spoke with XXXX He replied they sent the check but it was returned, so they sent a second check.
And he will call my insurance agent to do a follow up.
On XX/XX/XXXX at XXXX I called and spoke with XXXX and said their resolution still the same, it was an insurance gap and for this they will move forward charging me {$36.00} for a force insurance.
I said, my mortgage is escrowed and I shouldnt be paying for a forced insurance if your company sent the check to wrong address and or without sufficient time to discover errors. I ask for a proof they sent the payment on time.
Their reply was, we will move forward with the charge of {$36.00} if you cant provide a proof that the property was insured during that period.
In XXXX I received a letter dated XX/XX/XXXX Exhibit B Saying they cancelled the Insurance Coverage we ordered from XX/XX/XXXX to XX/XX/XXXX and a charge of {$36.00} was imposed.
It is ridiculous that they even can purchase an insurance for an event in the past!
XX/XX/XXXX I received a letter dated XX/XX/XXXX informing the {$36.00} was deducted from my escrow account Exhibit B Please I need someone to help me. This is not fair and I feel this is an abuse.
Thanking you in advance for your time and assistance, XXXX XXXX XXXX XXXX XXXX
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| 09/26/2017 |
Yes |
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- Trouble during payment process
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Web |
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I have a refund that is due to me, I had an escrow analysis done on my account on XX/XX/XXXX and since that analysis I am due a refund of 2100.00. I switch jobs in XXXX and had issues with my payroll so that cause me to lack on payment. I was told if I made a payment by the 15th they could cut me my refund check. Well time passed on and never received my check. Called in XXXX and spoke with a very rude customer service rep and I paid a payment onXX/XX/XXXX thinking my refund would be rushed and I would have it in 14 days. Well come 14 days which was afterXX/XX/XXXX I was told the check was n't cut because now it was afterXX/XX/XXXX. I explain to the young lady that I was told the check was already cut. She explain to me that she does n't know why I have n't received it but she would put in another request. On last week I called to follow up on my check and the rep told me that they did n't process the refund bc I was now due for XXXX but what she could do is take my payment for XXXX and XXXX out of my escrow refund and cut me a check of the difference. I explain to the young lady that XXXX payment will be paid, they would only need to take XXXX 's payment out of the refund and cut me a check for the difference. The customer service rep then called me back from loan care headquarters and told me she spoke with a manager and she would need me to send a request to the customer service email in order for her to take XXXXXXXX XXXX payment out of the escrow refund and she will cut me a difference in a check. Well I sent an email to customer service giving them permission to take XXXXXXXX XXXX payment out of my escrow refund and I also received a confirmation number from the email. Well I called todayXX/XX/XXXX to do a follow up and another customer service rep explain to me that I was misled and was given the wrong information. He said they would n't be able to take XXXXXXXX XXXX payment out of my escrow refund. He apologize and ask about the XXXX payment, well I told him I do n't have XXXXXXXX XXXX payment bc I was advised on last week that XXXX payment would be take from my refund and a check would be cut to me in 14 days ... .well I was lied to again! I spoke with a supervisor on today and she apologized and place me on hold to see what she could do to make it right. Well she could n't do anything either but tell me sorry and that she would listen to the call and find out who gave me false information. I am so upset because I have a refund that 's do to me sitting there and now I will be a month behind in my mortgage because I spent XXXX XXXX payments towards another bill because I was given false information. I have been given the run around on this account since XXXX, I 'm so tired of fighting this battle with Loan care.
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| 03/17/2020 |
Yes |
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Web |
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I do believe that I am seriously in danger as I was not properly closed with my mortgage. Loan Care sold my home through a Trustee Sale without the trustee being connected to the new lender who owned the servicing rights ; XXXX XXXX was the company who should had welcome me and given me a chance to explain my debt. My loan was incorrect and was not properly transferred nor addressed. I have since received a letter dated XX/XX/XXXX as if I had asked that Loan care perform an action on my account and that they received an acknowledgement of my authorization. What acknowledgment? I thought my house was sold on XX/XX/XXXX so why would you have to perform anything on an account in my name. Which is why I am questioning the money deposited in my account in XX/XX/XXXX ; preparing for the house located on XXXX XXXX XXXX XXXX in XXXX arizona to be sold ; without addressing me as an owner and taking money from someone else ; while I remain in the house. This appears to be against the law to perform this action which is why I am asking once again. Why does XXXX XXXX recognize 's me as being in their system as of XX/XX/XXXX. Does it take that long for me to be in their system while they did not even talk to me regarding my past debt. That debt was incorrect and as I have shown why in previous complaints ; I am praying that Loan Care has to recognize that they were wrong and they will not last as a business if they keep defrauding people out of their homes. Today, I am thankful that I am not homeless, but how sad for those who are. I hope the representative who has their position in these trying times, pray that they are not going to be homeless and have to pay for what they did.
Please take note that someone is trying to claim my excessive funds which was my forgiven amount that was attached to my deferred outstanding account which was incorrect. Also, please take notice that I was in the bankruptcy claims department and XXXX had acknowledge that my loan was transferred in XX/XX/XXXX, so I should had spoken to the Trustee ; XXXX XXXX at least 4-6 months prior to sale and she held my loan as a lien since XXXX while I was in bankruptcy from XXXX ; so what is Loan Care 's reason on why they did not address my loan correctly after bankruptcy? Was it because of greed? It appears so.. Please address my concern with an appropriate response ; minus the " snide sarcastic and arrogant '' responses that I had received in the past ; you received what you wanted ; THE MONEY, but as of today ; when I check my mail at the old address ; the house sits with my trash sitting beside the road for pickup and I am still getting mail stating that I am the owner less than a month ago. Please explain ....!!!! I hope the FTC can find the answer ...
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| 10/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I filed for divorce from my ex-husband back in XXXX. During that time, the house that we shared was awarded to me in the divorce. I now have to get my ex 's name off of the current loan that we hold for the house. The loan is through a company called LoanCare. I contacted LoanCare in XXXX of XXXX to see if it was possible to refinance through them to remove my ex from the loan. I was told that they did not do XXXX 's, but that I could do a loan modification and it would remove him from the loan. I was told by LoanCare that I had to let me loan go 30 days late in order to do a loan mod. I was extremely hesitant to do that since I have never paid my mortgage late. I was told it was the only way I could get my ex 's name off of the loan. Reluctantly, I agreed. I was sent paperwork to start a loan mod in XXXX. I was told BOTH my ex and I had to fill it out. So, my ex husband filled out his portion and I filled out mine and sent it in. A couple weeks later, we were denied for the loan mod. When asked why, I was told that my ex could not be on the paperwork and that they sent the wrong paperwork by mistake and that they would send me the correct paperwork. I asked if I should make XXXX 's payment and I was told no because my mortgage had to stay in a delinquent status. Again, more paperwork was sent to me and I filled that out by myself and sent it in. Again, I was denied. I was told that I didn't qualify with just my income. They told me they would send out a THIRD set of forms for me to fill out, but this time to add my current husband to it and then I'd be approved. We are now in XXXX and AGAIN, I asked if I should make a payment and AGAIN told no. By the time the third set of paperwork was sent to me, Covid-19 hits us and I am told that they are no longer doing loan mods and that they're going to put me into a forbearance plan. I've been on a forbearance with my mortgage since XXXX and I recently received a copy of my credit report showing that they've not only reported XXXX and XXXX 's payments as late, even though I was working with them to do the loan mod, but they've reported XXXX 's as late as well. I sent in a request for removal to all three credit bureaus and only XXXX 's late was removed from my credit. All of the lates should have been removed. Due to the CARES Act, it is illegal to report any loan as late to your credit if it is in a forbearance during this time. I have tried for MONTHS to get LoanCare to work with me on this to remove these lates, to help me get out of this current loan with my ex-husband, to help me with ANYTHING to help my situation. They refuse. Due to this, my ex-husband is now taking me to court to get his name off of this house. I need help to get these lates off of my credit.
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| 01/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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I pay my mortgage in halves because XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and because I get paid every other week. So like every other normal American mortgagee, I'm doing it in a way that works in my budget. Furthermore, I had fallen behind in XXXX and when I was sending payments, they were not being cashed ( putting me further behind ). So - one day they sent me a bunch of my payments in XXXX and told me I was in foreclosure. I took money out of a XXXX and paid off the outstanding amount with TREMENDOUS fees and here I am - back in my mortgage.
I paid my mortgage in XXXX. Then I paid the first half of the XXXX payment on XX/XX/XXXX. I paid the second half of the XXXX payment on XX/XX/XXXX. I noticed that my account was still saying I owed my XXXX payment- which is INACCURATE. I tried calling- never could get through ( XXXX minute hold times ). I tried XXXX about the misapplied payments and kept getting canned replies to telling me to provide proof of payment. I would reply and get the SAME RESPONSE BACK ( to provide proof of payment ). I then tried calling AGAIN - XXXX min hold time, but I gave my number for a callback ... .callback never happened. Then here we are a week later, and I get a call from the mortgage company - so I answered only to get a recording telling ME TO CALL BACK. I'm at WORK, mind you. So I got up from my desk and found a conference room to make the callback. I sat on hold for XXXX MINUTES ... XXXX. Only to get someone who COULD NOT FIGURE OUT WHAT THEY WERE DOING WITH MY PAYMENTS. So I said I could not sit on hold while she looked at it any longer- I needed a callback or an email with the information. She tells me " there is no way '' she can do that. My only choice was to speak to her supervisor ... .so I had to sit on hold AGAIN for over XXXXXXXX XXXX. The supervisor tells me that on XX/XX/XXXX, the {$1200.00} I paid that was sitting in reserves was USED to pay some unknown fee that she could not explain to me. She THINKS " it has something to do with the foreclosure. '' I have not been notified of any additional fees ... I paid a LOT in fees to reinstate my mortgage in the fall. So- they suddenly found a " fee '' that needed to be paid that miraculously matched the {$1200.00} I had in reserves waiting for my XXXX half of my XXXX. payment ....??? Sounds pretty sketchy to me.
So - BIG complaints about how they can not be reached and this is a HUGE burden to people who have to WORK and get their jobs done to pay the mortgage.
ANOTHER big complaint about how they mismanage the payments ... and suddenly coming up with a fee to charge me that I was never told about??? This seems pretty corrupt to me.
Now here I sit, with a late mortgage payment because they are XXXX XXXX
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| 09/24/2018 |
Yes |
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- Trouble during payment process
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Web |
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I tried calling my loan servicer " LoanCare '' - A service link company. I had previously asked them via request on their website to provide me records of my XXXX interest forms for XXXX and XXXX. They advised I needed to go to the old servicers and ask the previous servicers to provide those statements. This was misinformation as the previous servicers ( XXXX, XXXX, XXXX ) advised that all record of my account was purged and all documentation was migrated to the new servicer.
I called LoanCare and advised them of this on XX/XX/XXXX and they advised me to submit another online request. I asked to speak to a manager and was put on hold for 15 minutes. After that hold, I was told a manger was not available and would call me back.
No one ever called back.
On XX/XX/XXXX I called and spoke with a manager XXXX XXXX. I advised of my situation and she advised that I would have to reach out to the prior servicers. I advised that I had tried that to no avail, and that as my current servicer, it was their responsibility to service all aspects of my loan, including providing me with historical documentation such as XXXX forms. I advised I was getting frustrated and would file a complaint with the CFPB. After I mentioned I might file a formal complaint, she advised her team could research and track down the prior XXXX for me from the other servicers and that I should expect a response within 5-7 business days.
I didnt bother asking why they all of the sudden where willing to help me when I mentioned that I would file a complaint to the CFPB.
If they had the ability to do this the entire time, why couldnt they just have helped me from the start?
I spoke with XXXX XXXX on the 7th business day. She was helpful to the best of her ability, but it seemed like she did not quite know when the request would be completed I advised I would follow up on XX/XX/XXXX and then did so.
I again spoke with XXXX XXXX on XX/XX/XXXX that they were waiting on prior servicers to deliver the forms to them, but was unable to answer when that would be completed.
I'm in desperate need of my XXXX forms so I can file my taxes, but LoanCare/other prior servicers seem to be unwilling/unable to work with me to provide those forms.
I would like to note, I think this is an issue with the overall servicers ability to complete my request. XXXX specifically has been as helpful and willing to assist as anyone could expect her to be.
I am now asking for CFPB intervention in hopes to finally get the documentation I need.
Please help.
Additionally, if possible, I am requesting that my loan be service transferred outside of the service link family of servicers to a more organized, more ready to assist servicer.
Please feel free to reach out XXXX
|
| 09/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a mortgage with XXXXXXXX XXXX XXXXXXXX, Loan # XXXX.
XXXX sold the mortgage to LoanCare, Loan # XXXX as of XX/XX/XXXX.
I never missed any payments. XXXX was always paid on time and LoanCare was always paid on time.
The loan closing with XXXX in XX/XX/XXXX was a mess. They overpaid some of the credit cards and other required payments and I was required to bring several hundred dollars to the closing. When my Wife and I took this additional cash to closing, they were not there. They sent me to the wrong closing attorney in Downtown XXXX. They had to reschedule another attorney to come to my home. Plus that I was getting refund checks for months from all of the miscalculations on the closing statements.
And there is more. The appraisal was totally wrong. They valued the first floor of the house as uninhabitable. This is just plain weird. The first floor as originally built, with central air/heat, with a full bathroom, with a fireplace was not counted in the total floor space. The appraisal included only one of the two bathrooms and two of the three bedrooms. This appraisal was so messed up that it will be the subject of another complaint. The only reason that it is discussed here is because I had to re-do this mortgage. My wife and I just put XXXX kids through college and we were working out of the 8 % charged by the Dept. of Ed.
So here is the complaint. When I refinanced this mortgage there was a tax lien. Somewhere between XXXX and LoanCare, nobody paid the property tax for XXXX County. Both mortgage companies require escrow. I would not have know about this if not for the re-fi. My assumption was that the property taxes were paid from escrow.
LoanCare did send me a check for {$1000.00} in XX/XX/XXXX. And I did n't put it together with the property tax that was due in XX/XX/XXXX for the approx amount of {$1500.00}, ( amt paid XX/XX/XXXX ) or the adjustment needed for the City tax of {$300.00}. So ... ..maybe I should have looked a little harder. But at the time I just though it was another screw-up. I was well conditioned to accept a low standard of service.
So, I do n't know what this cost me. I have attached the closing statement from my new mortgage company, XXXX,, which shows the cost of settling the tax lien at {$1800.00}. I do n't know how this reconciles with the {$1000.00} returned to me in XX/XX/XXXX or the actual cost of the XX/XX/XXXX XXXX County property tax of approx. {$1500.00}. I believe that the {$300.00} of City tax was paid. And I do n't know what the cost is of having a lien on my credit report and what that costs for the APR on my new mortgage.
But I do know that there were additional cash expenses for XXXX to clear this lien in able for me to close my new loan.
|
| 05/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My complaint is against my mortgage company, XXXX XXXX, based out of Virginia XXXX, in Virginia. XXXX XXXX. XXXX XXXX, Virginia XXXX, VA XXXX ) I have tried to have my PMI removed from my account, since my original loan value was under {$130000.00} and now my home is appraised at above {$180000.00} and is much lower than the 50 % Loan to Value that mortgage companies require, in order to drop this mortgage insurance. I applied to have a refinance with XXXX XXXX in XXXX of XXXX and therefore paid under {$500.00} for an appraisal. That is how I know my PMI should be dropped because of the amount the appraisal came in at. I have attempted contact with XXXX XXXX to review that appraisal since XXXX which would put the appraisal still under the 4 month rule of it being active and current. However all I get is the run around, even when I have been transferred to PMI supervisors. They tell me that they will review my appraisal and if the LTV is lower than 50 % to the total amount owed, they will retroactively credit the PMI to my account. However, all I receive from them after a month and a half of waiting for a reply each time is a generic, auto generated letter from Loancare, which is their servicing company, stating what the process is for cancellation of PMI. There is absolutely no mention of the appraisal they have been emailed multiple times, which each PMI supervisor could see on my records and acknowledged the receival of. I want my PMI dropped and I want my account to be retroactively credit the {$99.00} they charge me monthly, since my initial request to them in XXXX of XXXX.
Here is the log of my contact with them.
Week of XX/XX/XXXX, initial PMI request on the phone.
XX/XX/XXXX emailed and tried to follow up with my request and attached the appraisal in email.
XX/XX/XXXX emailed to follow up again.
XX/XX/XXXX emailed to follow up again.
XX/XX/XXXX called to follow up, spoke to XXXX, she said the review process would take till XX/XX/XXXX and I would receive correspondence in 10 days. I did receive yet another one of those auto generated PMI letters.
XX/XX/XXXX spoke to XXXX, asked to be transferred to a PMI supervisor, XXXX, then XXXX.
XX/XX/XXXX emailed appraisal to XXXX.
XX/XX/XXXX spoke to XXXX in the customer service center, asked to be transferred to a PMI supervisor, got hung up on after 40 minutes of being on hold.
XXXX spoke to XXXX, then transferred to XXXX. She stated that she is able to see my appraisal, that someone from the PMI supervisor team would review it and would retroactively credit my account, once they confirm the new appraised worth of my home.
Week of XX/XX/XXXX received yet another of the auto generated PMI letters, which I now have about five of.
Thank you.
|
| 11/02/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My loan was transferred to Loancare in XXXX 2016. Upon notice we mailed a check to the address provided in the " welcome '' packet. After about two weeks and no sign of the check being deposited into my account, I contacted Loancare by phone to inquire. I was told it had not been received as of yet but not to worry because I have 60 days before there is a late fee assessed because it was a transfer loan. XXXX comes around and still no check deposited. I call loancare and they say they still havent received it. At this point, I go ahead and make a payment via the website ; however I did n't cancel the check yet because my bank charges a fee so I just hope they receive the check and apply it towards the next month 's payment. As of today, the payment still has n't been applied. In XXXX, I sent an email to Loancare via their contact us link on the website explaining that we will make XXXX 's payment by XXXX XXXX because we were having some hardship due to using funds for hurricane matthew. I NEVER received a response from them ; I went on the website to try and make a payment and was blocked from accessing the account page to make a payment ; however a week later, they send a collection agent to my home who leaves a big deliquent door tag on my front door with their phone number to call. Immediately following this visit, I contact the number and I 'm told by the collections representative that I am definitely blocked from my online account access until my account is current. I expressed my concern to him about their collection tactics in sending someone out to my home and he basically told me well you wont have to worry about that if your loan is current as if it were a threat. He also stated that the debt collector takes pictures of my home and submits it to Loancare. This was rather disturbing to know that someone could be watching my home/taking pictures. I then ask how can I make a payment if I ca n't do it online. I 'm then advised that I can only make a payment through them and there is an additional fee to make a payment with a representative over the phone. This fee is also in addition to late charges. I advised the representative I would call in later to make the payment. I tried calling the XXXX number that I usually call for automated account information since i 'm unable to do it online and I 'm blocked on there as well from accessing my account information after putting in my loan number and social security number as prompted. I do not think it is fair to block a customer from accessing account information electronically or having the ability to make a payment online when there is usually no cost to do so. They are forcing me to only have one payment option that requires an additional fee.
|
| 06/04/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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|
Web |
|
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I am a XXXX XXXX assisting my client ( XXXX XXXX, loan # XXXX ) through the process of correcting his default on his mortgage loan. Our company has tried several time to get vendor paperwork completed in order to submit payment on our client behalf.
On XX/XX/XXXX ; 2nd party authorization was sent along with vendor paperwork via fax and email.
Beginning of XX/XX/XXXX, I called to verify that the paperwork was received by LoanCare. The agent who I spoke to stated that the paper work was received and would be 7 - 10 business days to process.
In addition, XXXX XXXX submitted his regular payment, which was returned to him without explanation.
XX/XX/XXXX ; I called to follow up with the paperwork that was sent as our company hadn't received a response. XXXX at LoanCare stated that the paperwork must have gotten mistaken as just the 2nd party authorization. She also stated that there was no notes entered for the conversation that took place at the beginning of XX/XX/XXXX. She resubmitted the vendor paperwork and stated that it will take 2-3 business days.
I also addressed the question of why his payment was returned to him. The response was that LoanCare will only accept no less than half the amount owed, approximately {$4000.00}.
XX/XX/XXXX - I called LoanCare to follow up with the Vendor paperwork that was resubmitted by XXXX at LoanCare. They couldn't find where the paperwork was submitted. I asked what I had to do to submit it. I emailed the paperwork to XXXX and received a email response that gave me a reference/ticket number : XXXX.
XX/XX/XXXX - I called LoanCare to follow up with the vendor paperwork that I submitted on XX/XX/XXXX. The agent who answered ( Agent ID # XXXX ) verified the loan #, address, etc. of client I was calling for, and also verified other party authorization. I asked her about the paperwork that submitted in order for our company to send in payment, she put me on hold.
At XXXX, another agent for on the phone and went through the whole verification process, only she didn't find the other party authorization. I stated when we sent that in and that I have been authorized previously. She put me on hold.
33 minutes into the call, XXXX # XXXX answered and went through the verification process and other party authorization. She stated that the company name was entered wrong on the attachments and that maybe why I wasn't authorized. After explaining once again why I was calling, she put me on hold to see if she could get a customer support representative on the line to assist me. She did check on me twice while on hold.
After 1 hour and 5 minutes, I still did not receive any clarification or answers. XXXX did forward my information to her manager, XXXX to look over.
|
| 04/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
|
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We have been arguing this for MONTHS now and are getting nowhere. Loancare was assigned to our mortgage and have been consistently reporting late payments when we were not late. In fact I spoke with representative XXXX and she even stated that she does not see where we have ever been late however both the creditor and credit bureau keep sending information back as verified yet info keeps changing and is not consistent from my report or my husbands and the information is not consistent from one bureau to another. They are reporting inaccurate info not conducting an investigation and have failed to verify or validate as well as send the requested information showing PROOF that they indeed received our payments late however they do not send that info have updated the verbiage on one out of the three as paid as agreed but the two year history balance info high credit info dates etc.. are all inconsistent and erroneus and are NOT updated to date. This has been going on for over a year. We were supposed to close on our home XX/XX/XXXX we are doing a lease option due to this inaccurate information reporting and STILL this is not updated! We will be forced to move out of our home and have to find a new place to live now because of this inaccurate information reporting. This has caused severe stress and is now a willful violation on their part due to the countless letters we have sent and numerous phone calls! I am demanding restitution for the damage this has caused to my credit and my life for the past couple years and I am demanding that the two year pay history as well as the notation on the account balances dates account numbers etc.. all be updated and CORRECTED to paid as agreed with correct info showing balance paid in full since we no longer live in this home. Please note on the attachment showing the email that I sent to Loancare after consistently calling and calling and getting nowhere and EVEN being told by the rep I spoke with on a recorded line that once something is reported to credit there is no way to reverse that! That is the most insane thing and ILLEGAL not to mention incorrect thing I have ever heard which in itself should speak volumes. but please note that I also copied almost the ENTIRE executive staff on the email and they STILL did not update correctly or provide me with any proof ( and a late statement is NOT PROOF ) of late pay on my account and again the rep I spoke with even said that she does not see where we were late at all not to mention they reported OK with some bureaus and late with others and as reflected in one attachment and then showed me paying as agreed for two months then all of a sudden was late 60 days? That is impossible! This is ruining my life!
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| 02/18/2020 |
Yes |
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- Trouble during payment process
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Web |
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In early XX/XX/2019, the XXXX XXXX was going to go through a XXXX. I received a call from LoanCar saying that LoanCare that because I am a XXXX XXXX, LoanCare offers me a break - and that I don't have to pay my mortgage for the next 90 days. I took the offer and when the 90 days ( 3 months ) were up, I thought that I would resume my regular monthly payment - but instead, I was asked to pay the total owed for the 3 months ... That was a shock to me. Then finally in XX/XX/2019, after I couldn't qualify for a loan modification, I entered in a re-payment plan with LoanCare starting with an initial payment of {$7900.00} and 5 additional payments of {$3700.00} that ended in XX/XX/2019 and resume my normal payment of {$2600.00} in XX/XX/2019.
The first payment, {$7900.00} was made on XX/XX/2019 ( See attached bank statement pg 6 of 10 ). With a due date on the XX/XX/XXXX of each month, all subsequent payments were made and received by LoanCare before the due date ( See attached proofs of payment from XXXX ) Despite having received all my payments, and despite numerous faxes of proof of payments directly from XXXX to LoanCare, LoamCare repeatedly denied receiving my money ( See attache mortgage statements from LoanCare ). I have contacted LoanCare numerous times. Each time, each representative gave me a different story. The last representative confirmed that they have never received payments for XXXX, XXXX and XX/XX/2019. I am so tired of this stupidity and the running around they gave me, I sold my home this past XX/XX/2019. I have requested LoanCare to give me a payoff statement by crediting all the payments I made. They didn't bother with the correction and charged me {$5000.00} and a late fee of {$470.00} I am filing this complaint because LoanCare 's failure to properly credit my account, incorrectly charged me {$5000.00} and late fee even though all payments were made on time. In addition, LoanCare repeatedly notified the credit bureau that my account is seriously delinquent or late. Consequently, my credit score dropped from the high 600 to about 400.
I request your assistance and demand LoanCare to fix all these mistakes and refund the uncredited money and late fee to me - and notify the Credit Bureau that all prior reports were false and all payments were made on time. Before filing this complaint with you, I have also made several requests to Loancare but received no response ( see attached correspondence to LoanCare ) I don't understand LoanCare 's ill intent, but Loancare did the very same thing to my other account which you will be receiving another complaint from me. This whole thing is terrible. I lose a lot of time ... It stresses me out ...
My contact is XXXX Tel. XXXX
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| 07/18/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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It is important to note, my loan officer company is XXXX XXXX XXXX. XXXX is a different firm managing my loan payments. I have received in mid XX/XX/XXXX attached statement " XXXXXXXX '' from loan officer XXXX. In this statement it was clear that my next payment date is XX/XX/XXXX and new monthly is XXXX. In addition, in that statement, you can see actual payment on XX/XX/XXXX as accounted for and it clearly stated that i overpayed the year of XX/XX/XXXX XX/XX/XXXXand it included a check of XXXX $ made to me to pay for the surplus i paid. I was preparing to make my XX/XX/XXXX payment as usual. but after this letter, i checked loancare.com website and deducted no payment is required. No emails nor phone calls nor mails were received from neither firms until XXXX letter attached which was received in XX/XX/XXXX stating that i was actually late. Before i even knew, I went to loancare.com late XX/XX/XXXX to pay for XX/XX/XXXX and realized the issue and paid for both XX/XX/XXXX and XX/XX/XXXX. that day spent hours on loancare interface, i tried processing my payment but it wasnt going thru. There was a total issue occurring.after painful experience, i 've figured i need to process two separate payments for each month and together it was failing since monthly amount itself have changed. Overall, Both companies failed to notify me on timely fashion and provided contradicting information. Both promised to remove from credit report and that it will be repaired once misunderstanding has been cleared. However, 6 months later and after very horrible experience and 6 month of emails with loancare.com i stil havent been able to remove it from my credit report. i was reported as 30 day late and now PMI will not be removed because of this mistake. This company been redirecting me from one department to another and today i was redirected to a fake email XXXX They damage my credit for no reason without proper notification. they 're interface now spams me with multiple pop-ups and i have to click 6 times to confirm to just see my statements. They are aware of the issue and claim they are working on a fix. this has been going on more then 6 month. despite the reasonable case that ive made and many messages and followup and even after i paid fees and over 6 month of trying to get response with no luck, the creditor is acting unreasonably '' by not removing the 30day late payment even when they agreed to and Loan officer already agreed to remove since they have sent the confusing statement and never clarified. I wasted my time for half a year now, and i hope similar companies can be stopped from consumer harassment such as my case above and held them accountable for what they are doing. Regards, XXXX XXXX
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| 06/27/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Loancare Credit Bureau Disputes : I spoke with one of your agents and he requested that I send detailed information about my case. I will provide as much details as possible. I have tried my best to keep open communications so that there is no confusion.
In XXXX I really started to feel the effects of XXXX because my household contracted the XXXX 3 times, I was out of work for 3 months and my side business went to nothing. I applied to my mortgage company XXXX XXXX for covid relief help which wasnt much just extra time. My credit score at this time is close to 800.
I was pretty much forced to refinance my home back in XXXX with XXXX XXXX XXXX to catch up and get some equity cash out for repairs and upgrades. I went from a XXXX interest rate to a XXXX interest rate and had to pay a $ XXXX VA funding fee that they promises would be 100 % tax deductible. I checked and irs said yes as long as I claimed it that same year. This came about and I find out the tax laws changed and I do not get this back.
Between XXXX and XXXX my mortgage was sold to XXXX XXXX and all this time I am in great communications with XXXX XXXX and XXXX XXXX. They both promised me in writing and verbally that I would not be reported to the credit agency as I was actively coming current with the arrearage amount. This is about the time my mortgage was sold yet again to loancare and at this point I am so confused beyond comprehension. During my attempt to get this loan current I attempted to contact loancare to pay my mortgage for 3 months and kept getting told this mortgage has not been boarded yet and to call back. For 3 months this was happening.
This brings us to current day. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am now at 5 % XXXX and still working through this to try and come current. I could bring this mortgage current if my credit wasnt reported by loancare as delinquent and my score went from almost 800 to XXXX. I have about {$200000.00} in equity that I can tap into with a HELOC or a loan that will bring me current and let me enjoy the low interest rate I deserve. I beg you to help be with this credit situation and honor the other 2 servicers promise to not hurt my credit.
I have worked hard to keep my family and my home intact through a lot adversity. This has come to the brink of ruining a marriage, my health, and my trust and faith in the country that is supposed to be for the hard working honest, and good people that deserve to take care of their loved ones. I kept this as short as I could so not to bog you down with a lot of reading, I could say more. If you have any questions for me I am very open to direct communications. Please Help!
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| 02/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a notice of servicing transfer from Loancare LLC for my home loan on XX/XX/XXXX and at that time I started making payments through them. Beginning XX/XX/XXXX, I started receiving notifications that I needed to obtain flood insurance for my property. I mailed, faxed and eventually directly uploaded to the Loancare website documentation of current flood insurance held by the HOA ( I live in a condo ) to no avail. The same correspondence kept getting sent. In XX/XX/XXXX I called Loancare customer service and they said that a glitch had occurred that kept my account from being updated and it was fine, the HOA insurance was sufficient and I would receive no further correspondence.
On XX/XX/XXXX, I received an email that lender placed flood policy had been charged to my escrow account resulting in a balance of - {$530.00}. I called Loancare immediately and was notified that this was a mistake and my account would be adjusted by XX/XX/XXXX. I received a letter dated XX/XX/XXXX confirming that the lender placed insurance had been cancelled. On XX/XX/XXXX, I received a statement dated XX/XX/XXXX noting that my escrow account is now - {$700.00} ( with no explanation how ) and my monthly payments would be increased to cover the overage. I just called LoanCare LLC again and after about an hour of being bounced back and forth between their insurance department and mortgage support personnel was given no explanation of why I received this statement and an explanation that the company had not completed an " analysis '' of my loan to determine how much flood insurance I need. Please keep in mind I live in a severe drought area of central CA and it would literally take biblical proportion rain for a flood to occur here.
This company continues to harass me with threats of forced placed lender insurance and charges my escrow account at their leisure, without any warning. At no point did they offer me the option of obtaining my own flood insurance ( which I would not need, I only need " walls-in '' coverage and my HOA carries flood insurance on the outside of the property ) and attempted to charge me over twice the normal flood premium with their lender placed insurance. I don't know if I would be even able to obtain flood insurance as I live on the 2nd floor of the unit and technically do not own the part of the building that would be affected by flood. I want LoanCare to cease their attempts to fraudulently place insurance on my loan.
For what it's worth, LoanCare has a known history of engaging in excessive force placed insurance as evidenced by a class action settlement reached on XX/XX/XXXX. It seems that they continue to persist in this behavior despite the court ruling.
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| 09/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/XXXX : Mortgage paid in full XX/XX/XXXX : First contact requesting company file satisfaction of mortgage/lien release sent to XXXX [ auto reply referred back to customer service ] XX/XX/XXXX : Followed up with Loancare : " The agent I talked to said that it looks like they're trying to expedite the paperwork and I should check back in 5 to 7 business days. So maybe next week. '' XX/XX/XXXX : Followed up with Loancare. " It doesn't look like it's been sent yet, they have 120 days, they'll try to expedite it, call back in 5 to 7 days. Their 120 days is up on XX/XX/XXXX, if I'm calculating correctly. '' XX/XX/XXXX : Followed up with Loancare. " The agent I talked to today said that they're putting in requests to expedite and those are then being closed because they're not expediting anything due to COVID. She said it usually takes 90 days, which puts us into the second week of XXXX. I said that the others had said 120 days and she admitted it can take up to 120, but it's usually done in 90. And she doesn't know why it takes that long - just that it does. '' XX/XX/XXXX : Followed up with Loancare : " The agent talked to said that the documents were sent in XXXX, but that there was no copy of the document that I could access through their online system and she didnt have a specific date on when it was sent or tracking information or anything. So Im a little concerned that it was not actually filed and she was looking at the wrong thing. '' XX/XX/XXXX : Followed up with Loancare : " I just talked to Loancare again and the person I talked to THIS time said that the document actually has NOT been mailed and the request is being processed and should be released by Friday ( XX/XX/XXXX ). She said that a physical letter is sent to the county and shed put in a request to have a copy e-mailed to me when its released. '' XX/XX/XXXX : Followed up with Loancare : " They said that the lien release was sent to the county electronically on XX/XX/XXXX. '' XX/XX/XXXX : Followed up with county - paperwork has not yet been received. Followed up with Loancare, " they confirmed that the notes in our account say it was emailed on the XXXX -- I asked if the Loancare agent if e-mailed meant that it was submitted electronically and she put me back on hold. Then she came back and said she *thinks* they were actually physically mailed and theyd e-mail a copy to me as soon as they have it in the system and to call back if I dont have the e-mail by XX/XX/XXXX. '' XX/XX/XXXX : Followed up with Loancare. There is no tracking or proof that the documentation was sent. Agent offered to have a senior manager in the lien release department call me. 6 hours have passed and no phone call has been received.
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| 01/26/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On the XXXX of XX/XX/2022 I closed on a XXXX XXXX with XXXX XXXX XXXX XXXX. The address of the property is XXXX XXXX XXXX, XXXX VA XXXX Prior to closing I expressed concerns I had about the structural integrity of the home with both the Lender ( XXXX XXXX XXXX XXXX ) and my real estate agent ( XXXX XXXX of XXXX XXXX ). Both parties assured me repeatedly that the VA had very strict standards about minimum property requirements and would not allow any home with safety or sanitary issues to be approved for a VA homeloan. After being presented with inspection documents saying nothing was found I closed on the home. Immediately following closing and moving in with my family I found that the home was full of mold ( including black mold ), termite damage and water damage. The conservative estimate to make the home safe ( inhabitable ) is {$200000.00}. Based on the property value and the age of the home it is not reasonably savable.
After finding PROOF that the sellers, both parties real estate agents ( theirs and mine ), the lender and possibly the VA appraiser were all aware of the termite damage - at least. A termite inspection was done and all the damage was found and reported prior to closing which would have prevented the sale going through. A false documented was used at closing and presented to me, signed by the sellers and approved by the lender with no corresponding invoice, at closing saying nothing was found.
As a result I have had to spend thousands of dollars to document all of this, move my family out of the house to safety, hire attorneys etc. my attorneys have filed a consumer fraud lawsuit and the above named parties are being served.
I requested a forbearance from the lender in XXXX XXXX XXXX. I also reported all this information directly to the VA Office that overseas the homeloan program. No help has been granted. XXXX XXXX XXXX is very aggressively seeking foreclosure and public auction on the property where I still reside. They have destroyed my credit in the process. My family has separated over the hardship and I am on the verge of becoming a homeless veteran because if they foreclose and evict I have nowhere to go with my animals. I have requested assistance from the Congressmans Office and they referred me to you. The VA keeps telling me they cant help they just write the check for the home.
This is not just consumer fraud this is Federal Fraud committed by the lender and all other parties. The documents used at closing included a receipt from the company that conducted and documented the termite damage but no corresponding report. The report used was by a company that did not conduct a termite inspection or bill for a a termite inspection.
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| 12/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020, Loan care, LLC received a partial payment which was applied to principle only opposed to the regular payment, when I proceeded to make a following payment due to COVID-19 and worried I would not be able to pay, which was processed on XX/XX/2020. This was again processed incorrectly. Fast forward to XX/XX/2020 when yet another payment was misapplied to principle only. I got first " past due '' letter in XXXX, I called the same day it was received to have this corrected, due to this being an issue in XXXX which I believed was corrected only to have the exact same problem 24 hours later, Which I was not aware of. I have been trying to rectify this issue for two months and now they are stating that they can not go back and correct this because it has been longer than 6 months since original transaction. They are now reporting that I have a past due payment when I have paid for XXXX and XXXX leaving my next payment for XXXX, which has completely tanked my credit, one dropped 119 points and the other 121 points. I have filed a dispute with Loan Care, LLC along with the 3 major reporting entities, however, they refuse to correct this issue with the misapplication of the payment. This is not only a major issue with their policy and their lack of customer service, but it is negatively affecting my credit without any real grounds. They have the payments ; they refuse to correct this issue and they expect me to come up with two months mortgage in one month when I am already living check to check due to being unemployed because of COVID-19. I want this issue to be corrected and for these individuals to treat their customers like human beings, one call or e-mail could have prevented this from happening. This has caused hours of phones calls, extreme XXXX, XXXX, XXXX, and XXXX along with triggering my ongoing battle with XXXX, which has made it impossible to find employment. I have attached a spreadsheet that clearly shows the misapplication highlighted in red. On the far left is my billing information when it was sent out, cleared, etc. and to the right shows when Loan Care, LLC received the payment, how the payment was applied incorrectly and the month it should have been applied to. I am happy to walk someone through this if needed, I just need this issue fixed immediately, due to my declining health over this situation. I have been extremely patient with the employees, but this is unacceptable behavior and treatment from a company. Loan Care, LLC acquired my loan, I did not seek them out and never had this issue with the previous company, which was XXXX. I want the billing to be corrected along with my credit being completely restored to its prior score.
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| 03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LoanCare has gone out of it's way to perpetuate an increased delinquency in my account for no reason.
In early XX/XX/2018 I lost my job for a short period of time. I called LoanCare, they claimed to want to work with me. Because I had fallen behind they locked my online access to my account, I called repeatedly requesting my monthly statements be mailed to me. I never received them! When I returned back to work in XX/XX/XXXX I began making weekly payments. All of the sudden in XX/XX/XXXX I get a statement telling me I'm in danger of going into foreclosure for non payment. All the weekly payments I had been making were placed in my escrow account. I was never notified that this was happening. I called on several more occasions requesting how to have my payments re-allocated. I was told by 3 individuals to email the customer service department and they would be able to help me. I received nothing more than the standard email acknowledging the receipt of my email request. No matter how many times I called for an update, I got told I submitted my email request incorrectly. Finally after the third attempt I was told that it is IMPOSSIBLE for my payments to be reapplied and furthermore there was no money left in the account after all the charged fees had been removed. I have had over {$4000.00} in fees removed from my escrow for lawyers, appraisals and court fees without my approval or knowledge!! My last 2 payments for the year were accepted as full payments but put into a suspense account due to them placing my account on a hold causing my account to show no payments for 6 months. I had {$14000.00} in payments withdrawn from my account on {$16000.00} in mortgage payments due for the whole year. Yet, my account has been put into foreclosure, my credit is ruined and the only conversation they are willing to have with me is to do a loan modification. They will not provide for me a detailed payment application file.
I filed the modification paperwork because I really didn't have a choice. While I was waiting on the approval/denial I received a letter stating that I had over $ 4K in overage in my escrow account but they were refusing to send it back to me due to my account being delinquent.
It was deemed that I qualified for a loan modification, however they want to jump my interest rate from 4 % to 4.875 % which causes my payment to increase {$130.00} a month and add over $ 9K to the back of my loan. I can't afford that! I have yet to receive the requested payment receipt report from them to match against my records. No one is willing to give me a straight answer as to why my payments were allocated the way they were and why my account was placed into foreclosure.
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| 10/14/2022 |
Yes |
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- Trouble during payment process
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Web |
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Throughout XX/XX/XXXX, Loancare/XXXX contacted me daily to remind me that my forbearance period, under the CARES Act, was ending and that I would need to resume my regular monthly mortgage payments ; the documented end date of which was XX/XX/XXXX ( see attachment 1 ). I resumed paying my mortgage payment as requested via check dated XX/XX/XXXX ( that Loancare/XXXX processed XX/XX/XXXX ). Upon applying for my partial claim loan afterwards, I was told by their representative ( XX/XX/XXXX ) that I did not have to make the payment that they had been relentlessly requesting daily for the entire month of XX/XX/XXXX. The FHA COVID-19 Partial Claim documents sent to me via Loancare/XXXX ( dated XX/XX/XXXX XXXX stated that the sum of the partial claim ( {$11000.00} ) would be for monthly payments during the dates of XX/XX/XXXX through XX/XX/XXXX. [ note the partial claim loan is for months beyond the original XX/XX/XXXX forbearance end date ] ( see attachment 2 ).
So, as noted above, LoancareXXXX requested a partial claim loan beyond the period of my forbearance, after doggedly instructing me to make a mortgage payment immediately after the stated forbearance end date, i.e. XX/XX/XXXX ( which I complied with ). In essence, LoancareXXXX , incited the paying of an unwarranted extra mortgage payment, that they, in turn, used in a way that I did not authorize. They refused to credit this payment as a normal monthly mortgage payment when requested, despite already having funds to cover beyond the entire forbearance period via the partial claim. Furthermore, according to my recent mortgage statements, this XX/XX/XXXX payment was applied in such a vague and nebulous way, that LoancareXXXXXXXX own employees could not identify and explain how the payment was utilized ; for example, when asked about this, I was told by 2 agents that this extra payment was applied entirely to my principle ; something that I did not request or intend it to be used for. Again, upon examining my recent statement ( s ) from XXXX, XXXX, XX/XX/XXXX ; and a requested record of my account history from LoancareXXXX ( see attachment 3 ) ; these documents give no indication of my mortgage payment of {$770.00} being applied, in its entirety, to the principle. When I called them again ( XX/XX/XXXX ) about this, an agent admitted that the payment was not applied to the principle as initially stated ; showing that even they were having great difficulty understanding their own calculations, statements, etc regarding this payment. With millions of people having gone into forbearance during the pandemic, I cant even imagine how many people this has no doubt happened to ; they should be given fair warning.
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| 08/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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This complaint is about : LoanCare, XXXX XXXX XXXX.XXXX. XXXX XXXX XXXX XXXX, VA XXXX.
XXXX XXXX The loan number is XXXX Under the name XXXX XXXX Loancare Credit dispute # XXXX They are refusing to fix errors they have made to my account : On XX/XX/2020 I received a call from Loancare saying my payment was late. After trying to get ahold of Loancare for two and a half days. I finally got through to XXXX # XXXX on XX/XX/2020 at XXXX XXXX. I explained to her it was there error and to get ahold of my credit union who sends the checks out. I gave her their phone number to call. I had been sending the same checks to them for a year without any problems. She refused to call and clear up their error.
On XX/XX/2020 I sent an email through their site to explain that they had made an error and please clear it up. I again gave my credit unions phone number. I also asked them to stop the daily calls to me. I still receive the daily phone calls. The company refused to call the credit union. I then got ahold of the credit union and they sent me proof of the check and on XX/XX/2020 I sent the information to loancare. On XX/XX/XXXX a late payment of {$26.00} was added to my account.
Later in XXXX the check in question dated XXXX, XXXX payment, was sent to my home. As I am not living there right now it takes a while before I know what was sent to the house. There was a paper sent with it as to explanation as to why it was sent but there was nothing marked on it.
Later another check arrived at my home dated XXXX, XXXX payment. This did have a mark on the paper saying they could not identify the check. They had been identifying these check for a year now. Why the problem? I have repeatedly asked where to send these two checks to so they can be applied to my account. They will not answer me.
On XX/XX/XXXX they sent a letter to my home saying they did not have my insurance information.
On XX/XX/XXXX I emailed them the insurance information.
On XX/XX/2020 they informed me that an escrow account was opened in my name and insurance money was taken out of it.
I never opened an escrow account.
On XX/XX/2020 I sent an email through their site asking 1. I need to know where to send the two checks too.
2. Have the escrow account removed from my account 3.Have late payments taken off but there has been no response to this email On XX/XX/2020 I received an email thanking me for my check dated XX/XX/2020, XXXX payment. On that sheet was an email address to send complaints to so I sent them another complaint about my account.
I received an email back saying this site is no longer being monitored.
I am completely stumped as to how to get my problem with loancare fixed.
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| 12/12/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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To say we are frustrated is an understatement and after reading the comments on your site, we are even more frustrated with the company ( Loancare ) that purchased our mortgage. So, I am taking all the emotions out of this letter and putting facts only.
Me and my wife were both unemployed, but continued to make our payments ( though they were late, we were never 30 days past due and all late fees were paid ). For our XX/XX/2016 payment ( still behind one month ), I made out a check and mailed it to XXXX ( our servicer at the time and having no idea our mortgage servicer had changed to Loancare ). That evening I told my wife I had sent the payment and she told me it would not be there on time so she immediately did an online payment to XXXX ( posted XX/XX/XXXX as the payment due XX/XX/XXXX ). We stopped payment on the check and contacted XXXX to let them know what we had done.
Loancare became our servicer and everything was fine. It appears the check I sent, was posted on XX/XX/XXXX as a Modified Coupon Payment ( this would now appear to make us current, but we were not aware they tried to post the check we told them was no good ). Not knowing this, we made the XX/XX/XXXX payment on XX/XX/XXXX. We setup the automatic payment and it paid the XX/XX/XXXX payment on XX/XX/XXXX.
While doing our balance, I noticed our XX/XX/XXXX house payment had not cleared so I contacted Loancare. No disrespect, but the lady was very hard to understand and seemed almost angry that I would contact them since it was " my fault '' for the check. I asked why my automatic payment was stopped without my knowledge and she said it stops automatically when you are behind. This made no sense to me, why would you stop an automatic payment? I tried to explain that we had contacted XXXX about the check, but she would not listen. I immediately made the payment XXXX and after moving other funds around, made a second payment, XX/XX/XXXX ( with late fees ), to make sure we were completely caught up.
Though I feel there are a lot of issues here, my main issue is this, our automatic payment would have maintained our account in good standing ... Loancare is the one that stopped it, not us. Since they stopped the automatic payment, it should not affect our late payment pasted 30 days. Also, this was three months after we had contacted XXXX about the stopped payment check.
I did send Loancare a request for help on their support email, but to date have not received a response.
We have worked very hard to maintain our credit so we are simply asking that the over 30 days late be removed from our credit report.
Thank you for any assistance you can give us.
Respectively, XXXX and XXXX XXXX
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| 05/08/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
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The issue at had is with my current mortgage company Loan Care.
I'm a FL resident and on XX/XX/XXXX I was impacted by Hurricane Irma. FL was considered 1 of the Disaster areas. Due to this, Loan care offered a 3 month forbearance that was extended for an additional 3 months in order to help the victims.
I was placed on the forbearance. On multiple occasions I've called and spoke to several different representatives in customer service to confirm that being on the forbearance would not have a negative impact on my credit report. Over and over the confirmed as long as I stayed in contact with them by the end of the forbearance to look into other options to repay I would not experience any negative reporting.
At the end of my forbearance they demanded me to pay in full the 6 months payments which was more than 10,000. I was shock that this was the only option so I asked if they had other repayment options like perhaps rolling the balance to the end of the loan.
I was finally contacted by an underwriter for the company and was offered a disaster modification option which sounded great. I applied and was approved and placed on a pre trail for 3 months. I'm currently on my 2nd trail payment and is required a 3rd payment before they will officially put me in the modification.
My account was being reported current up until XX/XX/XXXX. On XX/XX/XXXX my account was reported 180 days delinquent, a past due balance of XXXX and a statement that I'm in a repayment modification process. Because of this reporting my credit has dropped more than 77 points which cause a huge impact to my credit ratings. I was never informed that accepting the loan modification would impact my credit negatively. I was told that all negative reporting would be placed on hold.
I'm currently in the process of obtaining new credit and because of this discrepancy I can not move forward. This is unfair to me. If I was properly informed I would have never chose this route. My credit is one of my top priority and keeping my ratings high has been my goal for many years now.
I contacted my mortgage company and spoke to a supervisor that informed me that the negative reporting was a mistake and should have never occurred and that she would contact me to confirm it was being corrected. I haven't heard back yet. Time is of the essence and would like confirmation that the changes will be submitted.
After speaking with her I called a few times and spoke to different representatives that informed me that the negative reporting will not be removed because the account was behind. at this point I'm getting mixed information and need help.
I will attach a copy of the email I sent to them also.
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| 10/04/2017 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I initially submitted a request to have my PMI removed on my Mortgage to LoanCare LLC, the servicer on my mortgage. At that time I had just paid my mortgage down to a better than 80 % LTV. I was told that at that amount that it is permissible to have the PMI removed following an analysis of the factors. I have never missed a payment and I have been paying on my mortgage for more than 5 years.
The company claimed they never received this request when I called 2 weeks later, so at that time, I submitted a second request via email on XX/XX/XXXX. This they received as I received back an email response that they would respond to my request within 5 business days. I did not receive a response. Over the next month and a half, I called customer service repeatedly and sent additional emails. Only after I submitted a complaint the CFPB in mid-XX/XX/XXXX, did I finally receive a response from the company. Their response letter to me was dated XX/XX/XXXX. I received it in early XX/XX/XXXX. That means that their response time was almost 2 full months after the definitively received response from XX/XX/XXXX. The letter stated that they would not remove my PMI until I paid my loan to a better than 78 % LTV. I did so immediately and submitted a new request that they remove the PMI from my account on XX/XX/XXXX. The email response to my XX/XX/XXXX email said that they would respond withing 5 business days.
It is now XX/XX/XXXX, and I still have no resolution on this issue. They continue to charge me for PMI. All of these delays make it seem like they are unwilling to stop charging me for the PMI. They are charging me for something that they are no longer legally allowed to charge me for ( according to their own letter to me and the FHA guidance I could find online for loans made in XX/XX/XXXX ) and the previous delays while they investigated removing the PMI seem like they were engineering to incur additional PMI charges. I indicated in at least one of my early emails requesting removal that I would pay to where needed immediately once I had confirmation of that amount, but they continue to drag their feet.
I tried calling the company on Monday, XX/XX/XXXX. They were not even taking calls. You were allowed to leave a number for call back at their convenience ( after you spend 10 minutes going through the call-in process ). They called back while I was at work and unable to respond. So, there is absolutely no avenue for me to try to get resolution on this issue. When I send emails, they just give me a canned response. I ca n't speak to a customer service representative because they call back when it is convenience for them, not for when one is available.
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| 06/20/2017 |
Yes |
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- Trouble during payment process
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Web |
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I purchased my home, in XXXX XXXX, CA, on XX/XX/XXXX, with a loan from XXXX XXXX XXXX XXXX. My monthly mortgage payment ( including Insurance and property taxes ) was a little over {$2600.00}. I was informed that XXXX XXXX had taken over the mortgage and that their Mortgage Administrators would be XXXX XXXX XXXX XXXX XXXX. After 6 months of paying the mortgage I was contacted by XXXX and was told that I would be able to re-finance with them and would be able to lower my monthly payments ( lower interest rate ) and would cost me nothing as there would be no costs involved. Being somewhat skeptical, I asked what was in this for XXXX? and was told that I had likely been inundated with offers to re-finance with other companies because the 6 months was up and it showed a good payment history. That was correct ; I had been inundated with these offers. I was told by the Rep from XXXX that basically what was in it for XXXX was that they would be retaining me as a customer, and that is the reason why they would be able to lower the interest rate and therefore the overall mortgage. I re-financed with XXXX and my monthly loan amount was reduced to a little over {$2200.00} a month. XXXX, then transferred my loan to Loan Care, LLC and I started paying them my monthly mortgage on XX/XX/XXXX. In XX/XX/XXXX, Loan Care informed me that there wasnt enough money in the Escrow account to pay the PMI, insurance and taxes and that my mortgage would need to increase by {$400.00} a month to {$2600.00} as of XX/XX/XXXX. This confused me as, I remembered that there was over {$4000.00} in the Escrow account when I refinanced through XXXX and when I asked what would happen to that money I was told it would roll-over to the Escrow for the new Mortgage. Clearly this did not happen. On XX/XX/XXXX, I received a check from XXXX for {$290.00} and was told in the letter that this was the remainder left after the mortgage was paid off. This confused me even more. I called Loan Care, LLC and asked about the increase to the mortgage and was informed that the reason it increased was because property taxes had gone up in XXXX County. I called the XXXX County Assessors Office and they said my taxes had only gone up by less than 2 % ( {$100.00} approximately for the year ). Again this did not make sense. I feel like have been a victim of some elaborate mortgage transfer scheme whereby I have been conned into believing that my mortgage would be reduced through interest % reduction, only to have the payments upped after the mortgage was transferred to another company. This, to me, is totally unacceptable and unethical, and I would like you to investigate this matter on my behalf, if possible.
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| 01/19/2024 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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To whom it may concern ; My name is XXXX, XXXX ; I a widow with XXXX XXXX children, whom the XXXX XXXX old is XXXX XXXX Im also a victim of identity theft which my personal information were fraudulently use to obtain good/services ; as a result of this companys financial breach.
I am writing this letter to bring to your attention the concerning and frustrating experiences, I have had with my mortgage servicer Loan Care. I believe that the practices of this company are not only unethical but also potentially in violation of consumer protection laws.
I have been a customer of Loan Care for almost XXXX years, and during this time, I have encountered numerous issues that have caused me significant stress and financial hardship. Some of the key issues include : 1. Identity Theft, Inaccurate/ Excessive fees : I have consistently been charged fees that do not seem justified or have been applied in error, leading to financial strain.
2. Poor communication and customer service : I have encountered difficulties in reaching a knowledgeable and helpful representative when trying to resolve issues or seek information about my mortgage account.
3. Mishandling of payments : On multiple occasions, I have experienced errors in the processing of my mortgage payments, leading to confusion and potential damage to my credit score.
4. Lack of transparency : I have found it challenging to obtain clear and accurate information about my mortgage account, including the breakdown of fees and charges.
These issues have caused severe financial, emotional and social hardship to my household ; which significantly impacted my ability to manage my finances and maintain confidence in the mortgage servicing process.
I have made multiple attempts to address these concerns directly with Loan Care Customer service via email/ phone, but I have not seen any meaningful improvements in their practices ; instead my account is now in delinquent status subject to foreclosure.
I am reaching out to your office in the hope that you can investigate these matters and ensure that Loan care complies with all relevant consumer protection laws and regulations. I believe that the practices of this company may be in violation of [ specific laws or regulations if known ], and I urge you to take action to protect the rights of consumers like myself.
I would be grateful for any assistance or guidance you can provide in addressing this matter. I am willing to provide any additional information or documentation that may be helpful in your investigation. Thank you for your attention to this important issue. I look forward to a swift and thorough resolution to these concerns.
Sincerely,
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| 03/02/2021 |
Yes |
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- Trouble during payment process
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Web |
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Multiple failed attempts at resolving the payoff of my mortgage. Customer service has been caught in multiple lies and fail to resolve issue.
We purchased a home in XXXX, OK in XX/XX/XXXX and our mortgage was originally established with XXXX. My Account number is XXXX. We sold our home and closed on our mortgage on XX/XX/XXXX. The payoff was wired to Loancare and received the following week. The very same week they allegedly distributed the real estate taxes to the County. In addition the taxes were paid at closing with funds from the sale. This created a deficiency in the escrow that was not accounted for at the time of close. When Loancare received the wire they made no one aware of this and held the wire for three weeks until the title company and myself reached out to see why the loan was not considered paid in full. They said that the escrow deficiency was the reason that the wire was held because the pay off was not correct in their eyes. As I type this complaint the County has not received the tax distributions that Loancare alleges they have sent. We have asked Loancare to put a stop payment on the tax distribution and accept the wire. Instead of resolving this issue there the wire was sent back. Since then we have contacted the customer service department around 10 times to seek resolution. They still maintain that the taxes have been paid although the county has no receipt of the payment and Loancare can not produce anything indicating that the taxes have been paid. The title company is hesitant to resend the wire until the alleged escrow deficiency is resolved. The only record of payment that the county has is from the title company at the time of close from the funds of the sale. We have had the County on the lookout for Loancare 's tax payment. To date the payment has not been received by the County and Loancare will do nothing to resolve this. The title company is in the process of filing a formal complaint with the CFPB due to the trouble both of us have had getting this resolved. I am turning to the CFPB because it has been two and a half months since I have closed on my mortgage and we still have no resolution. Loancare has sent a foreclosure notice to me for a property that I no longer own. This is unacceptable to put it mild. I am at risk for having late payments posted on my credit report because of my mortgage company 's inability to get this resolved. If they had paid the taxes as they said the county would have received it by now and returned the money. They are lying to me and the title company and we will not suffer for it. In actuality if anything they owe me money from escrow after all is said and done. Please help.
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| 11/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2021 - Received confirmation that XXXX received file for loss mitigtion and requested missing documents which I promptly sent ( email digital trail ).
XX/XX/2021 - XXXX emailed requesting Property Tax Bill and proof of Homeowners Insurance which were not on the original request for documentation.
XX/XX/2021 - I called to follow up because I had not heard from XXXX. I was told that they had received to documelntation but they had not processed the documents and would expedite.
XX/XX/2021 - XXXX asked via email for the same documents I had already sent which XXXX had already confirmed received. I was transferred to collections who did not receive documents and replied " We can not complete our evaluation of your application unless we receive additional information. '' I resent documentation.
XX/XX/2021 - I phoned XXXX early morning to confirm receipt which XXXX confirmed XXXX
XX/XX/2021 - Received letter regarding our " XXXX missed mortgage payments '' and to contact XXXX at ( XXXX ) XXXX. Impossible to get through. Phone records show the many attempts I tried. I was able to get to castellcustomer service but impossible to connect with Loss Mitigation. I asked Customer Service to have a supervisor call me multiple times often waiting for an hour on hold before their system cut me off ( phone records ).
XX/XX/2021 - Sent missing application with request to exit from the official forbearance plan.
XX/XX/2021 - XXXX sent letter stating that I had been assigned a Mortgage Resolution Advocate, XXXX XXXX who never contacted me and I was not able to contact XXXX.
XX/XX/2021 - I was assigned a new Mortgage Resolution Specialist, XXXX XXXX ( XXXX XXXX ) who was supposed to contact me within 5 days. This did not happen as seen by incoming calls on phone records.
XX/XX/2021 - Received letter requesting additional information not in first XXXX requests. Paystub and P & L statement which were not applicable. After many phone calls, it was declared by XXXX that the underwriters had misunderstood the last paragraph in our written statement.
XX/XX/2021 - We received a copy of the appraisal.
XX/XX/2021 - Another letter about our now XXXX missed mortgage payments.
XX/XX/2021 - I had been checking myloancare.com portal every day to check on status and saw that XXXX confirmed receipt of complete application and was sending to underwriting. Stated that I would receive packet in XXXX days with exit plan.
To date, I have not received anything. In following up, I was told that myplan was with their law firm for final approval and XXXX would check on status and let me know within 3 to 5 business days. I haven't heard anything to date.
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| 09/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Payment Errors : I made 4 payments to XXXX XXXX, XXXX. c/o LoanCare , LLC in XXXX and XX/XX/2019. XXXX credited the first 3 payments on the dates received, then reversed the payments on XXXX and credit the third payment as the only payment made before selling the mortgage. The payments have now been credited to my account, but I can not get them credited to the correct dates -- costing me hundreds in interest. I spoke to both XXXX and the new lender ( XXXX ) who incorrectly told me dates don't matter, and that I would never get the dates changed. I sent both servicers certified letters documenting my payments. XXXX did not reply to my written complaint and XXXX replied, but said they don't see any problems.
1 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$42000.00}, which should have been credited to principal. This payment was initiated directly from the XXXX mortgage website ( XXXX XXXX XXXX ). This payment was not credited to my account until XX/XX/XXXX.
2 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$27000.00}, which should have been credited to principal. This payment was initiated directly from the XXXX mortgage website ( XXXX XXXX XXXX ). This payment was not credited to my account until XX/XX/XXXX.
3 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$1900.00}, which should have been credited as a normal payment. A check was mailed to XXXX XXXX, XXXX. from my credit union. This payment was not credited to my account until XX/XX/XXXX.
4 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$1000.00}, which should have been credited to principal. A check was mailed to XXXX XXXX, XXXX. from my credit union. This payment was not credited to my account until XX/XX/XXXX.
Failure to provide accurate information regarding mortgage servicing transfers : XXXX XXXX, XXXX. c/o LoanCare , LLC failed to tell me that my loan was being transferred to XXXX prior to the transfer. When I called XXXX XXXX, XXXX. c/o LoanCare , LLC on XX/XX/XXXX, I was told that XXXX received my loan on XX/XX/XXXX and XXXX staff told me they could no longer help me, because I wasn't their customer. After I complained via phone to both companies, I received a letter from XXXX dated XX/XX/XXXX ( the date I called ) letting me know that they would be taking over my loan on XX/XX/XXXX. Both companies told me it was my responsibility to work with the other company to resolve my payment errors, even though by law they're supposed to work together to correctly credit payments made during the transition period. I have attached the letter I sent to both companies in XXXX.
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| 08/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We applied for COVID CARES Act Forbearance in XX/XX/XXXX and it was approved. We applied to have it extended several times and they were all approved.
In XX/XX/XXXX we were ready to begin repayment. We requested information via phone for repayment options and were told we could do loan modification where we could get a lower interest rate without paying closing costs. The rep who told us this had our loan pulled up and could see all details. We requested this option.
The offer came in the mail and it was the same high interest rate, with a monthly payment higher than we were paying before. We called and were told on the phone that we weren't eligible for a lower interest rate because it was a conventional loan and only FHA loans were eligible. We were told we could do deferment instead, so we asked to reject the loan modification and requested deferment. We were told to wait 7-14 business days for the paperwork to sign.
21 days later we received a letter saying our mortgage was being transferred to a new servicer. We never received the deferment paperwork so at this time our mortgage forbearance had ended and we had no repayment plan, with a pending transfer to a new servicer. We called many times and spoke with many levels of support requesting information about why the deferment request was not processed, why the mortgage was being transferred without any forbearance or repayment plan, and every level of support told us different things. One said the deferment couldn't be processed. The next said it was already in progress and would show up with the new servicer. The next said we still had to sign something to officially accept the deferment, but that it wasn't sent and would not be sent because of the transfer. The next said they could email it to me and we could fax it back.
At every step of the way I begged for something in writing showing that we had followed every step correctly and that this delay was their fault, to protect us from anything bad happening when the transfer happens. Every single level of support from tier one to upper level management said there was nothing they could give me in writing.
We are now a few days away from the transfer and praying that we don't end up delinquent facing foreclosure. We do not have the funds to pay in full like they are asking. We have the ability to make monthly payments but we are not being given the opportunity to do so. We just want to bring our loan current on a repayment plan, pay for 3 months, and refinance to a lower interest rate.
If this servicer 's actions have caused us to no longer be eligible for refinance, we will have very high very tangible financial loss.
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| 01/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I called Loancare towards XX/XX/XXXX or XX/XX/XXXX. It took many calls to even get through to their cs dept. Finally, I was able to speak with someone about working my XX/XX/XXXX mortgage payment into my future payments ( aka, a payment plan ). My normal rate was around $ XXXX month. After the plan got set up, I was paying them $ XXXX month. I also had to fax them a form stating I agreed to the plan. I was assured that this debt would not appear on my credit report since I set up a payment plan with them. My mortgage payment was not 30 days past due at the time I set this up. I then received a letter in the mail telling me that my mortgage was late. I called and again, after many calls, finally got through to someone who said she had no idea what I was talking about as far as a payment plan for XX/XX/XXXX. So, obviously, that concerned me because it 's my credit and my home we 're talking about here and I have never been 30 days late on a payment. After a frustrating call, getting no where, I hung up and decided to leave a review. Then they responded to my review just asking me to email them. I was all paid up on my payment plan by XX/XX/XXXX and so I emailed them and asked specific questions like if they could confirm I was all paid up and my mortgage payment would return to the normal rate. Their response did not answer my questions and so I then responded, immediately, to the same email and they " promised '' to respond by XX/XX/XXXX. This was after 3 emails to them. So, here comes XX/XX/XXXX and still no response. I emailed them 2 more times and no response as of today. It is unfair that my account was transferred to LoanCare through XXXX XXXX XXXX without my consent and now I have to deal with a company that literally has no customer support. Here are my questions for Loancare who will not respond to me anymore.
Thank you. The letter you sent caused confusion on my end.
Can you please confirm, yes or no, the following questions : 1. Is my XX/XX/XXXX payment going to be {$540.00}? ( Y or N ) 2. Were the extra amounts I was paying, that started in XX/XX/XXXX being applied towards my XX/XX/XXXX mortgage dues for the repayment plan? ( Y or N ) 3. Were the extra amounts I was paying, that started in XX/XX/XXXX being applied to Principal instead of the XX/XX/XXXX mortgage dues? ( Y or N ) I need assurance that LoanCare has NOT been reporting to the credit bureau that I have missed my XX/XX/XXXX payment, because I set up the payment plan in XX/XX/XXXX, and was assured that it would not go on my credit as a bad debt.
Can you confirm that LoanCare is not on my credit report through any of the credit agencies? ( Y or N ) Thank you
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| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I was laid off from my job due to the company closing. I immediately attempted to find a new job and had difficulty in doing so. I continued making regular mortgage payments using my severance and unemployment. In XXXX of XXXX the Covid pandemic hit, therefore making it even more difficult in gaining employment. My loan was currently being serviced by XXXX XXXX. I contacted them in XX/XX/XXXX explaining the hardship I was enduring and they placed me on a Forbearance. On XX/XX/XXXX, I gained regular employment again. In XXXX, after receiving my 1st paycheck, I applied for Loss Mitigation assistance stating I had regained employment and was able to make my payments again, but needed assistance in bringing my loan current. In XXXX, XXXX responded with " Congratulations, you have been approved for a loan modification. you just need to make 3 trial payments for XXXX, XXXX and XXXX. '' They said they would be sending me the trial plan, to which I still to date have not received, after numerous requests. I made the 2 trial payments - XXXX, XXXX and XXXX XXXX then transferred my loan to LoanCare for subservicing on XX/XX/XXXX. I called LoanCare in XXXX and they told me they did not have all my documents, but could see I was in Loss Mitigation. I explained I had submitted all the trial payments and again requested the documentation be sent to me regarding all Loss Mit on my account. The lady I spoke with told me to keep sending my trial payment, so I continued to make my payments at the trial amount. In XXXX, I contacted LoanCare again to ask what was going on with my Loan Mod, again I was told they had not received all the documents from XXXX and therefore could not proceed forward. I was told it took 60 days to obtain all documents once a loan was transferred and to continue to make my trial payment. I did continue to make my trial payment. On XXXX, I contacted LoanCare again, to which the customer service basically told me I was denied, they were reporting delinquency to the Credit Bureau and that if I wanted any mod, I would need to start the process all over. They returned the payment I had just made on XX/XX/XXXX and she stated I didn't satisfactorily complete my trial. I have filled out and started the process all over again to ensure I avoid foreclosure. I would like for my credit reporting to be corrected as I should have never been denied in the first place. I would like for my account to be re-reviewed and the original loan mod that was to have taken place to begin in XX/XX/XXXX to be reinstated. A customer should not have to suffer due to lack of efficiencies from one company to another on a servicing transfer.
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| 08/18/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Loancare is our loan service provider for our mortgage. We set up an automated payment request for the XX/XX/XXXX to pay our XXXX mortgage payment since we would be traveling out of state from XXXX XXXX - XXXX. We did not have access to email or XXXX mail until we returned on the XX/XX/XXXX, but did have cell phone access during the entire trip. OnXX/XX/XXXX we received notification that our mortgage payment for XXXX XXXX was not made in a timely manner and that Loancare reported us 30 days late to the credit reporting agencies. Upon contacting Loancare, we found that the automated payment was not accepted. When asking why we were not immediately contacted, they told us that they had been reaching out via telephone, but upon further inquiry, they admitted they had the wrong phone contact number in their system and was unsuccessful in reaching me. Furthermore, the letter that was sent to us stating we are late for XXXX was dated XX/XX/XXXX, post marked XX/XX/XXXX and not received by us until XX/XX/XXXX. Clearly we were not notified from Loancare that the payment we had submitted was not processed and immediately upon finding out, we corrected the problem. It is for the reasons stated, specifically the wrong contact information and mailing of the late notice so late in the month, that we are requesting a credit suppression for the 30 day late report they are ruining our credit file with. On XX/XX/XXXX we requested a one time credit suppression due to the unique nature of this problem and Loancare states on their website that " within 15 calendar days following the receipt of an inquiry, we will provide a written response that includes details of how the inquiry has been resolved. This would be XX/XX/XXXX. A resolution was never given. Furthermore, they state that withing 5 days of the inquiry, " we will provide you with a case number and a toll-free number to call to discuss the issue and a resolution. '' This toll-free number was NEVER provided and NOBODY has ever discussed the case with us. This issue has now caused our credit FICO score to reduce by 60 points. We are currently working with XXXX XXXX XXXX XXXX to secure a mortgage on a new home and need to have this issue resolved prior to XX/XX/XXXX ( which according to the Loancare website should have been resolved by the 20th ) or we will lose our mortgage commitment and our new home. We have made a reasonable request for Loancare to suppress the erroneous reporting based on them having improper contact information and Loancare is acting unreasonably. Especially considering that we have NEVER been late on ANY payment to Loancare or any other creditor in the last 14 years.
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| 08/05/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I suffered damage to my home in XXXX of 2019 due to a major flood in the XXXX XXXX XXXX of XXXX, TX XXXX. A check was provided to me on or about XX/XX/2019 by XXXX XXXX XXXX. The check was endorsed and sent to LoanCare within 48 hours of the receipt. XXXX responded with a request for documents. Requesting the following : LoanCare Claim Tracking XXXX Loan # XXXX Adjusters Worksheet Waiver of Lein Contractors License Signed Contract W-9 from Contractor All was provided by overnight XXXX. Several days later I called to confirm they had received the information. They said they had but needed the Waiver of Lien on their letterhead. This was provided on or about XX/XX/2019. Checking back several days later they said that the information was not sufficient because the Contractor did not have a Contractor 's License #. This is not available in the State of Texas since Katrina and Ike. Several days later they came back asking for a Surety Bond. I have been unable to locate one that is for a private residence that is not being reconditioned with public monies. I have attempted several times to get the name of anyone in " upper management '' that is referred to by the various call centers I have been routed to. I have requested a phone number to the corporate headquarters on several occasions including today, XX/XX/2019. I had discussions in the last three weeks and was supposed to have been contacted by " upper management '' on XX/XX/2019. As of today I have not been contacted by anyone in LoanCare XX/XX/2019. I talked to three different call centers today. The second call center indicated he would be transferring me to " upper management '' but instead transferred me to another low level call center. This call center would not give me any information about upper management either, but said a Supervisor would be calling within 24 - 48 hours. This is the third time I have been told a supervisor would call. I have not missed any payments to this company, who by the way purchased my loan without my knowledge, and I feel they are being unreasonable in holding the money for the repairs to my home unnecessarily long. The amount of the check exceeds the amount I owe on the home by nearly {$30000.00}. Their liability is far less. In looking at this company on line it appears they are continually indulging in what appears to be fraudulent practices. I need the names and address and phone numbers for the principals of LoanCare so further dialog can be made. Their delay is beginning to impact my abilities to maintain any type of lifestyle. It is difficult to maintain two house payments, the one they hold the mortgage on and other living expenses.
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| 05/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Reviewing the online payment history, I found that the company has, again, misapplied a payment. On XX/XX/XXXX, per my telephone conversation with XXXX, {$1200.00} was paid to be applied {$1100.00} to pay the XX/XX/XXXX payment and {$84.00}, plus the amount of {$1000.00}, which for absolutely no known reason has been kept in a suspense account, to make the {$1100.00} payment for XX/XX/XXXX ( confirmation # XXXX ). However, the payment history online reflects the full {$1200.00} being applied to the escrow account on XX/XX/XXXX. This presents one major problem, as the company has been reporting my account as late this whole time, which if the XX/XX/XXXX payment was properly applied, is not the case. Also, had the XX/XX/XXXX payment been properly credited I would not have had to increase the XX/XX/XXXX payment to again add the extra to the amount held in suspense so it would be credited as a full payment. LoanCareXXXX XXXX owes me {$84.00}.
The company was contacted on XX/XX/XXXX to catch up on payments amidst the COVID impact on our financial situation by arranging to have a payment of {$1200.00} deducted from a specific account on XX/XX/XXXX ( confirm # XXXX ) and again on XX/XX/XXXX ( confirm # XXXX ). For a reason that no one can explain to me, {$2000.00} was deducted from a different account on XX/XX/XXXX, which over drafted that account. A stop payment had to be placed on that ACH with my bank to restore the account. Because the payment was reversed the company continued to report my account as past due, however, had they properly processed the XX/XX/XXXX and then XX/XX/XXXX payments, the account would not have been past due. In addition, the company then charged me for the stop payment! It was your company who processed an ACH for an unapproved amount from an unauthorized account! This {$40.00} fee must also be refunded to me.
Prior to this, I thought the company was helping me by allowing a payment forbearance. However, at the end of the term of the forbearance, on XX/XX/XXXX, I received a letter requesting payment, in a lump sum, of {$11000.00} was due by XX/XX/XXXX or face foreclosure. This was not explained to me when I accepted the forbearance. It was by the grace of XXXX that I was able to quickly put together enough money to avoid further negative action on my mortgage. Further, it is my understanding that for XXXX XXXX backed loans, which my mortgage is, a bank can not require that the missed payments, or portion thereof, can be demanded to be paid in a lump sum payment after the forbearance period.
Prior to this was no picnic for me with your company either. Attached is a copy of my email of XX/XX/XXXX.
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| 06/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We suspect XXXX XXXX XXXX and My Loan Care may be attempting to move high value, low interest mortgages to a separate service provider without ensuring the mortgagees have received adequate notice of the transfer, and removing the auto draft information from these accounts, in order to place the mortgages in default, call the entire amount due, and force the mortgagee to refinance at a much higher rate. Our mortgage had been with XXXX XXXX XXXX since just after we purchased the house in XX/XX/2021 ( {$1.00} mil, 3.4 % ). We set up auto payment and had perfect payment history. On Sunday my husband opened an email from XXXX XXXX showing our mortgage with My Loan Care ( a company wed never heard of ) and was in default. We did some research and saw that XXXX XXXX XXXX had transferred the loan to a subservicer, My Loan Care. We received NO notice of the transfer of our account to My Loan Care. We have received letters from XXXX XXXX XXXX monthly since setting up the autopay and disregarded those notices as we had Auto Draft set up. All the envelopes we received from XXXX XXXX XXXX looked identical to the previous statement envelopes we had received so we continued to discard those envelopes. We do not recall receiving any letters from My Loan Care. We did not receive any phone calls on this topic. We did not notice the money was not debiting because we keep a high amount in our checking account and the mortgage amount is diminimus. That same day, we attempted to create a username/password and login to the My Loan Care system. We received an error message and was unable to login. We also attempted to call the automated payment line and was told there was no automated service available on a Sunday. We contacted My Loan Care through a XXXX XXXX XXXX number and automated system. We set up auto draft and paid the amount. Despite us not receiving adequate notice, only 1 late fee was removed and the customer service representative refused to remove the negative reports on our credit reports without us sending a written letter. Additionally, when we asked why all of our personal information ( including our Social Security numbers ) was transferred to My Loan Care ( a service provider of XXXX XXXXXXXX XXXX ) except our auto draft information when we consented to such transfer of personal information in or original loan documents, a customer service representative stated it was " for our protection. '' We also spoke to a web services customer service representative who stated that we must " allow all cookies '' on our browser in order to log in to the website. We plan on contacting a class action attorney to discuss this situation.
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| 02/26/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I am reaching out to Consumer Financial Protecttion Bureau regarding an issue with my Escrow Account through Loancare.
I contacted them by e-mail on XX/XX/XXXX @ XXXX XXXX Below is the e-mail sent to the company : Good afternoon, I am reaching out to LoanCare regarding our Escrow Shortage.
I received an escrow statement informing myself and my husband that we acquired an escrow shortage. The year prior we did not incur an escrow shortage. That figure should have been in place to ensure that the escrow account acquired proper funding to pay all necessary mortgage fees. The escrow amount was altered the beginning of XXXX which resulted in a shortage of funds. I confided in LoanCare to calculate escrow to cover all expenses to include MPI, city and county taxes, as well as Home Owners Insurance. LoanCare has failed to calculate the escrow accordingly. I feel I should not be penalized for a mistake LoanCare made.
I refuse to make a payment on the escrow shortage until I receive an explanation as to why there was a deficit on our escrow account. Additionally, the shortage that appeared on the statement was incorrect as well.
The breakdown of the costs which our escrow account pays are as follows : XXXX Home Owner 's Insurance XXXX City Tax XXXX County Tax XXXX MPI Total : {$3000.00} The total amount of contributions to our escrow account for 12 months is : XXXX ( year XXXX ) {$2800.00} Shortage of escrow ( XXXX ) : {$230.00} The new escrow amount of {$250.00} ( year XXXX ) will result in yet again, another shortage for the upcoming year.
Please explain what method was used to result in the {$330.00} figure that is referenced to our escrow shortage.
As of today 's date, I have never received a response. I attempted to contact them by phone, only to receive a message of " If this is normal business hours, we apologize for the inconvenience. '' Shortly after, there was a disconnect.
I would like to discuss my Escrow account as the Escrow Loancare is stating is due is not the correct amount.
The year prior, our escrow amount covered all disbursements. However, after lowering the escrow payment, we now are forced to pay a shortage.
In addition, Loancare disabled our online account due to being in Bankruptcy. With that being said, they allowed us to pay our mortgage online for 4 years of bankruptcy, after than point they realized that we were not allowed to pay our mortgage online since we are in bankruptcy. I find this rather concerning that after 4 years they finally noticed the error.
I would like a response from Loancare regarding the discrepancy in our Escrow Shortage.
Thank you for your time.
XXXX XXXX
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| 02/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
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Since XXXX of XXXX, the CARES Act has given forbearance to millions of homeowners. I filled out and faxed in my mortgage forbearance form in XX/XX/XXXX, listed on the myloancare.com website, after getting laid off due to the COVID-19 pandemic. At the beginning of XX/XX/XXXX, I received a notification that LoanCare marked my account as 30 days late. I called and spoke with a representative that informed me that LoanCare had not yet processed my paperwork and assured me it would be resolved. I then received paperwork via mail telling me that my 90-day forbearance period had started in XXXX and would be valid through XXXX. However, my XXXX payment was still reported as 30 days late.
I called LoanCares customer service multiple times until I was finally connected with a supervisor who instructed me to send in my fax cover sheet, proving that I submitted the mortgage forbearance form in XXXX and that LoanCare would correct the report to show the correct forbearance start date. This process turned into a monthly task. My XXXX payment continued to be reported as 30 days late. I would call and speak with supervisors, each of whom instructed me to send in the fax cover sheet and follow their instructions. Yet every month, the account was still reported as 30 days late. By XXXX of XXXX, I was fed up and frustrated with LoanCares terrible customer service. Finally, a manager instructed me to make the XXXX payment which initially triggered the 30-day late reporting. He assured me that making the payment would stop the late reporting going forward. Following his advice, I ended up taking a loan from a family member to make the XX/XX/XXXX payment in XX/XX/XXXX.
My second forbearance period was 180 days, from XXXX through XX/XX/XXXX. By the time I received my second forbearance, I had already made the original XX/XX/XXXX payment. Several LoanCare customer support supervisors I spoke with confirmed that since I had made the XX/XX/XXXX payment before the start of the second forbearance period in XXXX, my account would be considered current. Yet again, I continued to receive notifications that my account was reported as 30 days late.
I had another forbearance through the end of XX/XX/XXXX, when I finally went back to work. I went back and made all the payments missed in XXXX and am now considered to be current on my loan payments. However, this hasnt solved the issue. This inaccurate reporting has destroyed my credit score and caused undue emotional stress. Multiply credit lines have been decreased to LoanCares reporting error. I am unable to refinance my loan due to this error, which has cost me thousands of dollars.
|
| 01/16/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Hello! I have had a VA mortgage with XXXX XXXX for the past several years. I had absolutely no problem with their customer service and was always on time with my payments. XXXX sent a letter in XXXX letting me know that my loan would be transferred to LoanCare as of XXXX. I work in the XXXX industry so understand this is a normal practice.
In late XX/XX/XXXX I prepaid my XXXX property and school taxes to my county ( ~ {$7500.00} ) and called XXXX mortgage to let them know not to make the XX/XX/XXXX payment and to inquire if I could decline an escrow account going forward since I have had my loan for more than 12 months, have made timely payments, and am ~55 % LTV . The agent explained that I can decline escrow however LoanCare would begin servicing my loan on XX/XX/XXXX so it was best to wait until then to take action.
This began a 2 week odyssey of trying to get information from LoanCare on my mortgage loan. I called XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and the computer service either gave me an odd busy signal or hung up on me while I waited on hold. I called again on XX/XX/XXXX and after waiting on hold for 15 minutes for a customer service agent, was told that LoanCare had not processed my loan into the system yet and it could take a few weeks. When I asked if I could be moved up the priority list because of my escrow questions/information i was told there is no way to do that and to call back a week later and it would probably be in the system. In the meanwhile I have been going on the website with my loan # and social security # to see if my loan is entered and everytime i try I get the error message " no records found. '' I called again today ( 1 week later ) twice and both times, after sitting on hold for 10 minutes, the computer system voice told me to enter my phone number and someone would call me back.
This is the worst customer service I have ever experienced. There are several issues here : 1 ) I have not made a mortgage payment yet for XXXX and am not going to send the $ until I know that they have possession of my loan in the system and accurate records.
2 ) I do not want them to make a payment on my property/school taxes due on XXXX because i have already paid. If they make the payment it 's a financial loss to me and a lot of time on my end to try to have my county refund the payment.
3 ) I have been waiting for weeks to have my escrow account turned off, the money in the account returned, and my new payment calculated. This is $ $ $ that LoanCare is earning interest on and I am not.
4 ) I have a right to my full loan information and 2 weeks have gone by where I can not access it.
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| 07/03/2019 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage was transferred from XXXX to Loan Care LLC end of XX/XX/2019. Since my account at Loan Care was not set up, I made my XXXX payment via my bank 's bill pay. I set it up on XX/XX/19 and have verified with my FI that it went out electronically ( not check ) to Loan Care on XX/XX/19. fund came out of my account XXXX also. Loan Care still has not posted it. I have called at least 4 times, each time having to wade through a phone tree for at least 7 minutes, then on hold, then talk to reps who will not take accountability. First call on XXXX resulted in rep telling me bill pay can take up to 10 days to be received and posted ( even though electronic ) so i needed to give it until at least the 10th. I called after that and was told to send info- including showing my checking account was not negative at time! - to escalated payment research. I sent the first email to XXXX ( escalated payment research ) on XX/XX/XXXX with my account info and showing the bill pay. I received only an automated response. since I did not hear, I called again and was told to track bill pay. on XX/XX/XXXX I sent the debit transaction # and the bill pay confirmation #, and I verified I sent to correct " address ''. I received automated response. I called on XXXX rep was unresponsive again. I called XX/XX/19, asking for manager- was transferred to 2 different people who are not managers. Last person, still not mgr, said she will submit forms to escalate and then put me on hold for 10 minutes, never came back.
On XXXX, I received an email response that said " Dear Valued Customer, To research this request, we would need a copy of the cashed check both front & back, and the electronic transmittal form from your bank.
Your request has been resolved and this ticket has been closed. " My payment was sent electronically, not check- and I gave them the electronic tracking info. They still have not posted my payment, so they should not be able to close this ticket. I made the XXXX payment on their website and it has been posted as the XXXX payment, making it look like I still owe XXXX. The only responses I am getting from Loan Care are either automated or collection calls. I have wasted at least 5 hours of my time, away from work, I have sent them everything necessary to track my payment, I have requested that they update me on progress or lack thereof, and Loan Care has done absolutely nothing or even explained.
I know I am not only one in this situation, as there are complaints all over internet. they obviously are swamped with this transfer. But they need to take responsibility, accountability, and get this done!
Thank you!
|
| 03/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Older American, Servicemember |
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Had a big problem with XXXX XXXX getting my payments to XXXX via Loancare during XXXX, but when my husband and I were going to refinance our newly built home, the finance company told us our credit rating had gone from XXXX to XXXX all because of late payment reporting by Loancare . The finance company told me that we had been late a few times in XXXX and had not paid the XXXX and XXXX payment in XXXX. I have proof which I will attach later that ALL payments were made on time to XXXX XXXX XXXX, in XXXX, NM but in XXXX there was two months that XXXX XXXX did not pay the payment to Loancare because they were buying out XXXX XXXX and XXXX XXXX did not pay the payments even though they had received the money.. Then The payments were sent to Loancare with the wrong account number a number of times and then in XXXX and XXXX of XXXX they sent the payments to XXXX in XXXX ( and they can not tell me why that happened ) Payments have been supposed to go to Loancare in CA all along. I dealt with XXXX XXXX for XXXX ( she was with XXXX XXXX and continued on with XXXX Escrow when they took over ) I had other problems with the Escrow company because they did not send me the distribution of money that I was supposed to get but finally gave up on that. Out credit rating is much more important. I want to pay off Loancare ( I have the money ) and get rid of my headache with them and the Escrow Company but need to clear up my credit first. If you check you will see that we have NEVER been below XXXX on our rating and pay all our bills on time or ahead of time. Can not even reach XXXX now and am talking with someone that is supposed to be a manager named XXXX at XXXX XXXX. I have even more emails and such if you need them. We have a gentleman by the name of XXXX XXXX XXXX XXXX that signed a Real Estate contract with us in XX/XX/XXXX to buy the house and the XXXX XXXX company ( Then ) would get their payment, send the payment to XXXX/Loancare and send us he difference. I have proof that XXXX has NEVER missed a payment and is ALWAYS on time. It is the Escrow company in XXXX that started to XXXX things up. In XXXX I was assured that they would never report any bad credit to the credit bureau when I found out what was happening. I just want our credit rating restored since we have NEVER been late on anything. Over the years I have made numerous calls to Loancare to explain what was happening but also had a hard time getting to a human person. Hours on the phone each time trying to get to a live person. The Escrow company as of yesterday had not even paid the two payments that they sent to XXXX in error according to LoanCare.
|
| 03/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loancare completed an escrow analysis on my home mortgage XX/XX/XXXX. However, the escrow analysis was inaccurate and will result in an increased escrow payment and a higher mortgage payment. The anticipated escrow disbursement for the period of XX/XX/XXXX through XX/XX/XXXX ( 12 months ) is {$5900.00}. This amount includes property taxes in the amount of {$4800.00} and hazard insurance in the amount of {$1000.00}. The projected beginning escrow balance as of XX/XX/XXXX is {$3200.00}. This results in a required escrow amount/escrow shortage of {$2700.00}. Loancare 's escrow analysis statement erroneously indicates a required escrow amount of {$2400.00} ( a difference of {$230.00} ). The required escrow amount of {$2700.00} 12 months results in a new escrow payment of {$220.00}. The two month required escrow cushion is {$220.00} XXXX months equals an additional escrow cushion payment of {$37.00} for 12 months. This results in a new total escrow payment of {$260.00} for the period of XX/XX/XXXX through XX/XX/XXXX. On the contrary, Loancare 's escrow analysis indicates a projected escrow payment of {$490.00} a difference of + {$230.00}. This amount was derived by spreading the anticipated escrow disbursement for the period of XX/XX/XXXX through XX/XX/XXXX over 12 months ( {$5900.00} XXXX {$490.00} XXXX. Please be advised this algorithm/calculation does not reduce or subtract the projected escrow amount/balance of {$3200.00}. In addition, this calculation would result in Loancare holding escrow funds in the amount of {$9200.00} an amount substantially greater than the projected escrow disbursement of {$5900.00}.
To further complicate the servicing of my home loan, it appears Loancare is in the process of issuing an escrow refund in the amount of {$760.00} although the escrow account has a required escrow balance/shortage of {$2700.00}. This is improper servicing of my mortgage loan and should be remediated expeditiously.
Due to the inconvenience, I would prefer Loancare stop payment on the expected escrow refund disbursement in the amount of {$760.00} as I will not deposit the funds into my personal account. I would like the escrow analysis to be redone with the appropriate trial balances and the new escrow payment and mortgage payment adjusted accordingly and correctly. It is my recommendation that Loancare review it's escrow analysis process and algorithm to ensure consumers are not impacted by inaccurate data and calculations. Unfortunately, servicing errors such as this commonly result in borrowers defaulting on their mortgage loan due to unnecessary increases in the mortgage payment amount.
|
| 03/23/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
My problem is with the servicer of my FHA mortgage loan, Loancare. I was facing a foreclosure sale date and filed bankruptcy in order to give me a chance to negotiate and be considered for government programs. However Loan Care sold my home anyway!! I then had to go through a process with the Master Commissioner to get the sale voided. Once this happened LoanCare assured me they would review me for government options for assistance. However, after sending my paperwork in they made excuse after excuse and continually lost paperwork and never actually conducted a review. They assured me my sale date was on hold but then they went and sold my home AGAIN last week! Instead of considering me for modification or partial claim or repayment plan they tried to sold my home! I wanted to file this complaint because I think Loancare is violating the servicing guidelines for a loan backed by HUD I live in this home with my wife and XXXX daughter. I was excited as a first-time homebuyer to qualify for this loan due to my income and steady employment at the XXXX XXXX XXXX. Problems started a little over a year ago when my hours were cut by 1/3rd. This was unexpected and I could not make ends meet for a time and missed a couple of mortgage payments. When I contacted Loancare to try and resolve this matter they told me they did not want a partial payment or a single payment. They wanted the whole past due amount along with late fees. I was only two months behind at that moment, but was still struggling and could not afford to make two payments at once plus all the late fees and junk fees that Loancare had added. Due to this I fell further behind. I asked Loancare for other options. I asked for the opportunity to apply for a loan modification but was told there was only one option, reinstatement in full.
Loancare has failed to follow the rules for the servicing of an FHA loan. They have not conducted a review of my current and correct financial information nor have they assigned a single point of contact. They have not allowed me to apply for any homeowner assistance options such as modification, partial claim, special forbearance or repayment plan and have obstructed my efforts to save my home and have instead pushed me into foreclosure. Additionally, they failed to provide any Occupied Conveyance paperwork for me, which I think they are supposed to send out PRIOR to setting any type of foreclosure sale date.
I am beyond frustrated with this company. I just wanted an opportunity to be reviewed for these programs now that my temporary financial hardship is over. However Loan Care went and sold my house instead.
|
| 02/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
To start from the top I had taken the mortgage forbearance offered during COVID by my loan servicer, LoanCare - approx. 13 months +/-. At the end of it ( XX/XX/XXXX ) I submitted the necessary paperwork to see what options I had and entered into the trial period of making mortgage payments again.
During this time I received an email from MICHIGAN STATE HOUSING DEVELOPMENT AUTHORITY ( MSDHA ) about their new pilot program Michigan Housing Assistance Fund ( MIHAF ) with the goal of it to bring mortgage payments current to those who qualify. I submitted the necessary paperwork around XX/XX/XXXX and then by XX/XX/XXXX I was alerted that I was DENIED in the MIHAF portal due to me being in a loan modification. At that time I had no idea nor had I received any paperwork related to a loan modification from LoanCare until AFTER this denial- approx. the last week of XXXX XXXX.
In the MIHAF denial it referred me to one of the MSHDA agencies for additional questioning - NO APPEALS process at all was mentioned. I spoke with MSU EXT., a MSHDA agency and I had a terrible experience with them and things were dragged out for over a month. Even if I did decide to take the loan mod at that time I missed the low interest rate window by that time.
After continuous back and forth with MSU EXT for almost 2 months, they were finally able to find the official appeals process for MIHAF which was an email address. I submitted my appeal on XX/XX/XXXX. I did NOT receive any response or communication from them regarding the appeal. I even requested call backs from management and nothing. I emailed the XXXX mailbox one more time back in XX/XX/XXXX, still NOTHING.
By this time I gave up and agreed to start the process again with LoanCare, to which they had to do all of the paperwork again. I had to do 3 months of trial payments again which started last XXXX to XXXX. I received the modification paperwork in XX/XX/XXXX and finally agreed and signed the first week of XXXX.
A week after signing, I received a message from the MIHAF portal saying my XXXX is approved - XXXX XXXX XXXX. I spoke with an agent and she gives me the details of my account stating that they accepted my appeal in XX/XX/XXXX and REQUESTED the back payment info from LoanCare but NEVER heard back from until XX/XX/XXXX, which is just a few days after I signed and agreed to the loan modification.
I spoke to both LoanCare and MIHAF on XX/XX/XXXX - MIHAF says they approved to release the funds and bring my account current on XXXX. LoanCare says they objected to the funds on XXXX because I have accepted the loan modification.
MIHAF has escalated to review this.
|
| 01/15/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
I am writing to inform you of the difficulty I have endured by refinancing with XXXX XXXX, who was seized by the Federal govt in XXXX. I refinanced on XXXX XXXX, XXXX with XXXX XXXX. They were shut down in XXXX XXXX by the Federal govt. My mortgage was transferred to Loan Care Servicing in Virginia. I have been asking for a copy of my title insurance since XXXX, which over {$3500.00} was included in my contract. I 've found monetary discrepancies & fallacies in my mortgage contract along with exorbitant charges through having a Forensic Audit done. The mortgage contract claims to be a fixed rate but in actuality is a variable rate. This is supposed to be an FHA loan but I can find no record of it. I 've contacted the Title agency, and the lawyer of record, XXXX XXXX, XXXX. but neither to date has responded to me. I truly believe there was not ever an insurance title, and the charges stated in the mortgage are fraudulent. We have been requesting that the servicer do a restructuring of the loan, especially when my spouse faced hardship in XXXX when he was laid off. A Forbearance was granted for 6 mos, after that, they requested all monies totaling {$15000.00}, they claimed was owed, even though they told us if we met the Forbearance, they would grant a modification. We are not trying to get a free ride but want someone to address what we feel is fraud. We have recently received letters not only from Loan Care, saying they own the Note, but also from XXXX XXXX, who says they own the Note from Loan Care. We have checked our county records and find that many illegal assignments have been recorded in the XXXX XXXX clerks office. Also, new title insurance policies have been issued in the state of Virginia and in the state of XXXX, TX. The loan number has been changed on three occasions throughout the the loan. We 've tried to seek justice by hiring at least XXXX law firms but we were simply taken for a ride and our money. We were reimbursed a portion by the Federal Trade Commission. Now, even though we have recently spoken to XXXX XXXX, who claims they hold the Note, we 've received a Notice of Acquisition from the XXXX Law firm representing Loan Care, saying we are in foreclosure and threaten to hand over the Title ( what title?! ) to HUD, who will in turn hand it over to Loan Care. We pray you will investigate this matter of fraudulent and unscrupulous acts from taking place and preventing these entities from unlawfully seizing our property without legal assignment of Note, Principal disclosed, issuance of our Homeowner 's Title policy in mortgage, and explanation of exorbitant charges in mortgage.
|
| 04/09/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I had sent payment to XXXX Mortgage in XXXX as I normally do and my payment was not applied to my loan!! LoanCare ( debt collectors for XXXX Mortgage ) have been contacted on NUMEROUS occasions and nothing is being done to rectify the situation. I have also sent a copy of the cancelled check to various dept 's within LoanCare and everyone seems to be clueless as to what is occurring. My FHA loan has been in default for the last two months and I am very frustrated with this Mortgage Company. On or around XXXX XXXX I again sent a copy of my cancelled check and I received notification from their Mortgage Company Resolution Dept stating this matter is important and will be dealt with accordingly. Nothing had been done. I finally went to XXXX XXXX XXXX Office ( XXXX in VA ) to seek help. I was welcomed by XXXX XXXX XXXX and she was appalled at the service provided by LoanCare. We were on the phone for approximately 2 hrs and nothing had gotten accomplished! Every rep we spoke with had given us misguided information which worsened my nightmare. I am receiving notification that my house is going to be foreclosed on and my mortgage payments are CURRENT. Late fees have incurred and my credit is now tarnished! U ca n't imagine the stress and aggravation I am enduring. I have been directed to file a complaint with CFPB because this matter needs attention due to the severity of the actions from LoanCare. I sent them my payment, they CASHED the check but wont apply it to my mortgage!!!!! My credit has been tarnished due to their negligence and they must be held accountable. To add insult to injury when I left my Congressman 's Office I contacted the Mortgage Resolution Dept to find out the status of my complaint. U would not believe the response that I received. I was told that they received my complaint accompanied by the canceled check but the fax was misplaced. WHAT!!!!!! I was told to send in another copy of the canceled check so the complaint can be reviewed. The " Notice of Error Acknowledgment '' that I received from them dated XXXX XXXX pertaining to my complaint had n't even been reviewed ... .today is XXXX XXXX!!! I asked the rep how could u receive documentation and it get misplaced? Furthermore when was I going to be notified that LoanCare needed another copy of my canceled check for the XXXX time?! Her response was " well we have 30 days ''. Seriously!!! As I am about to furnish them with a copy of my cancelled check the rep calls me back to say they miraculously located my fax. I wish that I would have NEVER of refinanced with XXXX Mortgage. Stay away from this Mortgage Company!!!!!!!!!!!!
|
| 12/29/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
XX/XX/XXXX I called Loancare ( subservicer of XXXX XXXX XXXX XXXX ) to set up a payment plan for my mortgage that was 2 months late. I was told if I canceled I must call to cancel 2days before they take the money at my account.
XX/XX/XXXX I'll call to cancel the payment plan I made with Loancare ( subservicer of XXXX XXXX XXXX XXXX ). I stated I was making 2 payments of {$1500.00} on the XXXX and XXXX of XXXX. The representative I talk to stated she cancelled the payment plan and entered the corrected pay amount for XX/XX/XXXX and XXXX. Once both take payments were made my mortgage would have been current.
On XX/XX/2019 Loancare ( subservicer of XXXX XXXX XXXX XXXX ) on unauthorized {$2000.00} from my XXXX account. I called on a XXXX XXXX to figure out what happened. The representative stated she saw where the last representative put in both payments for the XXXX and the XXXX, but made a mistake and canceled the wrong payment. The representative asked me to send in my bank statements to show any in NSF fees that I occurred due to the mistake so i would be reimbursed.
The representative stated She is canceling the payment plan that was in the system.
On XX/XX/2019 Loancare ( subservicer of XXXX XXXX XXXX XXXX ) Unauthorized {$1500.00} from my account.My call to complain at this point my creditors have castle to of my cards in my other creditors started to show delinquent due to this mistake.
I was told to file a complaint with Loancare ( subservicer of XXXX XXXX XXXX XXXX ). Once I found the complaint they was going to put money back into my account I have all NSF fees paid in full. On XX/XX/2019 nothing was there resolved. I paid {$3000.00} to cover any back mortgage issues that I occurred in the remaining balance was paid on XX/XX/2019.
The representative stated all my past due fees in NSF fees would be refunded and also any issues would be resolved.
I called on XX/XX/XXXX, XXXX and XX/XX/2019 there was no response back from the charges credited back to my XXXX account. On XX/XX/2019 I was told by representative with Loancare ( subservicer of XXXX XXXX XXXX XXXX ) they was not going to pay anything and I should be glad they didn't take any legal action.
Due to Loancare ( subservicer of XXXX XXXX XXXX XXXX XXXX not handling my account correctly 2 of my credit accounts closed and 5 either went past due or delinquent.
Loancare ( subservicer of XXXX XXXX XXXX XXXX ) knowing their employees made a mistake, and would not correct the actions of them. Loancare ( subservicer of XXXX XXXX XXXX XXXX ) fraudulently took funds from my account and never corrected the issue at hand.
|
| 09/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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LoanCare has been billing me for insurance out of escrow since XX/XX/XXXX even though I provided proof of insurance of my own starting XX/XX/XXXX and the lender refunded the unused portion of the amount taken out of escrow since I no longer needed the lender placed insurance since I hand my own. I had coverage with XXXX XXXX XXXX XXXX Insurance company from XX/XX/XXXX - XX/XX/XXXX. Prior to the coverage expiring I decided to switch over to XXXX XXXX XXXX XXXX, whos coverage was to start XX/XX/XXXX - XX/XX/XXXX and they sent over evidence of insurance XX/XX/XXXX. LoanCare stated they didn't receive it so I provide the details over the phone to their insurance agent and emailed it to them as well. Then, without my consent, they sent a payment to XXXX XXXX XXXX XXXX XXXX XXXX of {$980.00} to renew that coverage which they received on XX/XX/XXXX. So, I had to contact XXXX XXXX XXXX XXXX XXXX XXXX to request that money sent back to LoanCare and I confirmed LoanCare received it via their insurance department. LoanCare then sent a payment of {$430.00} to XXXX XXXX XXXX XXXX, received on XX/XX/XXXX, even thought when I spoke to LoanCare 's insurance department, I advised them I am paying XXXX XXXX XXXX XXXX direct via autopay when I provided them proof of insurance over the phone when I was asked. I then had XXXX XXXX return that payment to LoanCare which was returned on XX/XX/XXXX. I have not missed a payment with either insurance copy. I have contact LoanCare several times to resolve this issue but keep getting the run around. At one point I was told by one of their agents that the {$25.00} charge was a payment to XXXX XXXX XXXX XXXX XXXX XXXX which was proven a false once I contacted XXXX XXXX XXXX XXXX XXXX XXXX and they confirmed no such payments received. I have spoken with several of their agents and supervisors for assistance and they would either have me submit a escrow analyst request or submit it themselves but I get the same that I past due, which I supervisor confirmed that I'm not. I accepted an offer from LoanCare for a COVID relief forbearance, from XX/XX/XXXX XXXX, and per the terms " If you go into the forbearance past due then you will be reported as paste due ''. I was never past due before the forbearance and I'm not past due now. A supervisor had as well informed me they LoanCare is not familiar with the forbearance process and believes that is why they are saying I past due but no one knows how to fix it. Starting on XX/XX/XXXX that {$25.00} increase to {$160.00} for escrow insurance payments for XXXX, which is XXXX XXXX XXXX XXXX, who I already pay directly via autopay.
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| 05/18/2020 |
Yes |
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- Trouble during payment process
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Web |
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Good Afternoon, I am writing in regards to XXXX XXXX XXXX/Loancare, LLC.
I submitted a mortgage payment in XXXX, of which was processed and applied to the loan on XX/XX/XXXX.
On XX/XX/XXXX, Loancare notated a " bad check reversal '' on our account. Had Loancare completed due diligence on their part, they would without a doubt realize that the issue was " inaccurate Financial Institution Information '', not a " bad check '' being processed.
The funds were available in our account the entire month of XXXX. This was not a case of insufficient funds.
I am including the e-mail I submitted to the Payment Research Department with Loancare.
I ultimately would like to have the " bad check reversal '' removed from our account. I am not concerned regarding the NSF Fee they incorrectly attached to our XXXX mortgage payment.
Good Afternoon, A mortgage payment was made to our account on XX/XX/2020. With that being said, the routing number rather than the actual Checking Account number was utilized to make the payment which resulted in the payment being returned. This also resulted in a payment being made on the XXXX of XXXX which causes concern for a late payment to be reported on our credit report.
In addition to the incorrect account number being used, we now have a " bad check reversal '' notation on our account. We have had an estimable payment history with XXXX. You will find that upon review of our account history, this will prove this to be factual.
We would like to have the " bad check reversal '' to be removed from our account history as this was clearly not a characteristic of " bad check reversal '' yet a result of a aberration.
I am attaching screenshots of the dates from XX/XX/2020 to XX/XX/2020 to verify that the mortgage payment was never drafted from our account, therefore this could not possibly result in a " bad check reversal ''. There were no returned check fees thus validating that this is not the case of a " bad check reversal '' Please review account information and notate that the mortgage payment was not drafted as a result of a routing number being used rather than an actual checking account number.
I also attached the financial institution information on file with XXXX which will verify that the routing number for XXXX XXXX rather than the checking account number was used in error. This would result in the payment being returned due to invalid account information.
Your assistance is greatly appreciated in this matter. Please feel free to reach out by e-mail or phone at the contact information on file with XXXX XXXX XXXX.
Respectfully, XXXX XXXX
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| 11/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
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Web |
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Please help me.
My loan was sold to XXXX XXXX XXXX and they use LoanCare , LLC to service their loans. I received emails and a letter on different dates from LoanCare that nothing will change, relax and we will handle everything. They did not withdraw my XXXX payment, even though they sent emails on different dates, constantly changing when they will withdraw. Even their letter had a date of autopay l but they didn't. One agent said maybe we tried to but there was insufficient funds and I said how dare you!!! There was never an attempt and I have all these emails from your company changing the dates of autopayl!!! Then customer service said they will withdraw on XX/XX/. I said no, I want to pay for XXXX in XXXX and XXXX in XXXX... so I paid online via their website on XX/XX/. The same day, XX/XX/ I received an email that they paid my property taxes on XX/XX/XXXX
I also want to mention that all their emails say nothing will change with your loan. But they changed the autopay date to XX/XX/. When I called and said why would you do that when my payments were always taken on the first of each month with my original loan company, the customer service rep changed it to XX/XX/, but doing this they said may have screwed up the system. Again, they are the ones who changed dates...
Then I tried calling them and there was a recording that their website was compromised. A day later they had a different message. Next day I finally got through but agent said they were hijacked and have no info on me, my loan, anything. This is a week now and the website is still down and customer service has no info such as if they will be able to withdraw my XXXX mortgage or when. They can't even take it over the phone because they don't have access to my information.
Then I called the Tax Assessors office today and automated said my tax bill is due on XX/XX/, which means they did not receive my payment that LoanCare , LLC said they paid.
If for some reason my tax payment is not received by due date I will pay again, which will hurt me financially but I have no choice.
I am scared that my mortgage will be delinquent if I have nowhere to pay it. I don't want to lose my home. I am like all Americans trying to hang on to what we have and I feel like I am being taken.
LoanCare , LLC would not give me a phone number for XXXX XXXX XXXX. I can't find it online. I found some info on XXXX. I don't see a phone number there either.
Please help me. I have read bad reviews about LoanCare and now there is a XXXX page where people are in the same situation as me and we are all scared and frustrated.
Thank you.
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| 10/28/2017 |
Yes |
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- Trouble during payment process
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Web |
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OnXX/XX/XXXX I received a letter in the mail that stated that Loan care my mortgage company purchased insurance because I did n't have any on my property XXXX XXXX XXXX XXXX MI XXXX. After several hours on the phone and several different operators I was informed that my insurance payment was do on theXX/XX/XXXX and they ( Loan Care inquired the loan on XX/XX/XXXX. So there for the old mortgage company did n't pay the insurance out of my escrow account and therefore insurance was n't renewed. immediately I had to call my agent and acquire new insurance from a new company do to know fault of my own. At the time the new insurance was acquired I was informed that the may prorate my insurance that they bought for me for the period that I did n't have any insurance. Several times while I was on a three way call I informed the operator it was n't acceptable for them to prorate the insurance that they bought for XXXX but would be acceptable for them to prorate the insurance that I bought for! XXXX I was informed at that time that nothing could be done with that at that time because they may not even keep any money I would have to wait 2 weeks. approx. 2 weeks later onXX/XX/XXXX I had plenty of time to look into what had occurred and I called them back to inquire about the money that was prorated. After talking to several operators again I was told there was nothing that could be done I would have to go after the old mortgage company. I asked several people who my old mortgage company was so I could contact them because I only showed them ever owning this loan since a year ago. She told me she could n't help me but she would transfer me to someone that could help. After talking to the next person she informed me that she did n't know what they were talking about Loan care has owned this mortgage since XXXX. I then explained to her that I beloved there was fraudulent activity going on in my escrow account and she recommended me talking to the resolution department. On XXXX the XXXX I was on hold with the resolution department and she stated she would look into this matter but agreed they did in fact own the mortgage and neglected to pay the insurance by what she could see. She at that time told me there would be a resolution to this probably by today by the end of the business day or no later than XXXX. Without saying nobody contacted me back by XXXX and I made contact with them again trying to get a resolution to this fraudulent activity that appeared to be going on. During this process I also inquired to them about my escrow balance that did n't seem to be right but they had no explanation.
|
| 09/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare has not resolved an Escrow mis-calculation complaint that was submitted by mail on XX/XX/XXXX. The complaint was acknowledged by LoanCare on XX/XX/XXXX and followed up by a letter dated 35 days later on XX/XX/XXXX indicating that they had opened a research inquiry with the tax department and that they would be sending an update within 7 to 10 days. As of today ( XX/XX/XXXX ), we have not received the update that was promised by their letter to be given by the first of XX/XX/XXXX.
As per the account information online at XXXX as of today XX/XX/XXXX, the escrow analysis still indicates a inflated monthly escrow amount of {$600.00}. This was calculated by the using the incorrect tax impound amounts supported by the documents that were sent to Loancare with the complaint. The notification of the error was originally emailed to Customer service in XX/XX/XXXX and later sent by letter on XX/XX/XXXX that was acknowledged on XX/XX/XXXX. Based on this erroneous escrow analysis, Loancare indicated that there was a {$2100.00} escrow shortage that calculated a new monthly escrow impound of {$600.00} ( up from the original amount of {$280.00}, a whopping {$320.00} increase! ) With the application of the correct tax impound, the shortage today ( since I have now made 2 mortgage payments with the impound amount calculated by using erroneous property tax information ) would be calculated at {$750.00}. Since LoanCare requires a minimum 2 month reserve, this translates to a new monthly escrow impound of {$330.00}. It appears LoanCare may be attempting to drag this resolution out, well past the RESPA 60 day requirement which is a violation of Section 6 of the Real Estate Settlement procedures Act, until I have made the XX/XX/XXXX payment with the erroneous impound amount. This could be an attempt to require me to pay the entire remaining shortage at that point of {$410.00} within 30 days because it would then not be required to be spread over 12 months as it would then be less than 1/6 of the yearly escrow projection. I hope that this is not the case, and has not been the intention of the company from the beginning. I am concerned because of the 100s of complaints that are readily available on line about LoanCare and their questionable loan servicing practices.
This issue was originally brought to LoanCares attention by submission of the information through their online secure form email portal on XX/XX/XXXX shortly after the error was made in their escrow calculation they did on XX/XX/XXXX. This submission was never acknowledge and prompted the letter to be sent by mail on XX/XX/XXXX.
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| 02/18/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I missed 2 payments on my mortgage last year ( XXXX & XX/XX/2022 ). My household income went from two to one. I made a partial payment for the month of XXXX. When I called in to make the second half of my payment I was told I could not make any payment unless it was the full past due amount. My first complaint is that no one informed me of this policy until it was too late, until I could not make a payment. It was suggested that I submit a mortgage assistance application through my service provider. I submitted one and was denied. I appealed it, showing that I could afford my mortgage in my budget. I would have been stretched thin, but I would have been able to keep a roof over my head. My appeal was denied. It was suggested that I request help through my state. That request was denied. During this entire process of seeking help, I was told that it would not show up on my credit that there were missed payments as long as I am actively going through the loss mitigation process. Of course, that was a lie. My household income went back to two, so I was told to submit another mortgage assistance application since I can show that I have more income coming in. I submitted an application in XXXX. Today 's date is XXXX. Every time I call to get an update there's additional documents that are needed for the underwriter to make decision. My second complaint my provider not telling me all the additional documents that were needed upfront, so that I could provide them. I feel like they are intentionally prolonging my request for assistance, so that my past due amount grows larger and larger each month. My third complaint is that every time I call the representative doesn't really know what is going on. They aren't able to tell me upfront if documents are needed. I have to literally explain the situation, inform them of the documents I've already sent in. They all refer me to do everything online and I do. I email all requested documents to their email, but for some reason they have a hard time informing me of what is needed in a timely manner. They will send a letter that takes 10-14 business days to get here and will have a no later than date on there for the requested documents. I understand my situation and it is my fault that I am in this situation to begin with. I can not fathom why offer assistance, if you are not going to provide. I have been advised that often times mortgage lenders will do this, because they know the loan is backed by the VA. I'm not sure what the true reasoning is, but I would just like to get to the bottom of this and get my mortgage loan back in good standing.
|
| 10/18/2021 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
Older American, Servicemember |
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Loancare holds my VA morgtage, account XXXX. They took it over in XXXX of XXXX and immediately began reporting me late, because they miscredited a payment I had made to the former loan servicer, XXXX. ( I made the payment and they got it, but they credited it to my escrow rather than as a payment. ) Since they had no record of this payment being made, the next payment was credited to the past due payment, and then down the line, on and on, with every payment reported late.
I didn't find out about this until XXXX of XXXX. ( I think loancare misentered my mailing address because I didn't get a single thing from them in the mail for the first year. ) As soon as I found out, I sent them a notice of error by certified mail but got no response. In XXXX, I submitted a complaint through the CFPB, XXXX.
I got a a response from a compliance officer at the company named XXXX XXXX. He investigated and determined that I had made all my payments correctly and Loancare had made an error. He sent me a letter to this effect. ( attached ). He said he was fixing it but that would require redoing my entire account history, which would take time. But he would fix everything and the credit bureaus should have the right information within 90 days.
In addition, he determined that I was overpaid by about {$54.00} and he was sending me a check.
I never got the check but the money he claimed I had overpaid was deducted from my XXXX payment. As a result, my XXXX payment was short and the payment was put into suspense, and not credited to my account. I was immediately reported as late on my XXXX payment to the credit reporting agencies. When I made the XXXX payment, it was applied to my XXXX payment, which made my XXXX payment late. This was also reported as late to the credit reporting agencies.
The number listed on the response from the CFPB is from something called an 'office of the customer. ' This leads to a computer which doesnt accept calls without an extension number. No extension number was included so I had no way to reach Loan care to resolve either the first issue or the second one, which resulted from the errors they made in their attempts to resolve the first issue.
90 days has passed.
Two of the credit agencies still report me as late on my payments from the very beginning. This has has been fixed on XXXX of the reporting companies but now all three are reporting me as late on my XXXX and XXXX payment. Of course, they were made on time and in full. This reporting is not accurate. I need it fixed. This problem has been going on for more than a year. I need it fixed now.
|
| 02/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage loan was transferred from a bank we love to Loan Care, LLC in XXXX XXXX, Virginia in XX/XX/2019 ( loan number ending in # XXXX ).
We set up our autodraft for the mortgage on XX/XX/19 and our first withdrawals started taking place on XX/XX/19. There were few issues until XX/XX/2019.
Then, for no apparent reason, Loan Care started charging us monthly late fees for XX/XX/XXXX and XX/XX/XXXX payments ( we were not late ) of {$96.00}. When we would call to determine the reason, their terrible customer service was never helpful and never able to give us a reason, and our only option was to pay online to avoid being reported to a credit agency while we investigated the root cause.
After 2 months of this happening and calling/emailing and going online, I finally reached a supervisor who was somewhat helpful but also very perplexed by our situation. She could not determine why we have been charged for these late fees and claimed she opened an escalated ticket ( # XXXX for this problem to be investigated. The escalated ticket states that there is no apparent reason why the late fees are being charged and when/why/how it started and when/how it will stop.
I have now paid {$190.00} in late fees, and according to the supervisor I spoke with today, she thinks we will see another late fee for XX/XX/XXXX. Not to mention the distress and time we have had to deal with this, we also believe that the erroneous late payments - that weren't actually late - have been reported to credit bureaus, so the damage is now done to our credit report and FICO scores.
With the exception of the supervisor I spoke to today at approximately XXXX CT, every customer service representation has been extremely unhelpful, has even lied, been rude and refused to assist us. Today at approximately XXXX, I spoke to a CSR , named XXXX, who actually yelled at me then proceeded to HANG UP on me when I pressed further for her to help me investigage and get to the bottom of this problem. I assume this is what their CSRs are trained to do in order to get away with sneaking in these additional illegal charges. If even a fraction of their total loan customers are charged illegal late fees, this number will add up quickly and be pure fraudulent profit to Loan Care.
If you read the XXXX XXXX XXXX complaints on this company, there is a pattern of this behavior with similar problems and complaints.
I will file this complaint before taking legal action against them ( citing : refund of late fees, damage to FICO scores/financial reputation, pain and suffering ).
Thank you for your assistance.
|
| 06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare , LLC did not take care in handling my insurance premium.
Around XX/XX/21, I received a copy of my homeowner 's premium and annual renewal bill from XXXX. I immediately uploaded a copy for LoanCare using their online portal. It took them a while to get the new premium reflected. The premium was due on XX/XX/21. As we approached the month of XXXX, I called LoanCare to inquire on when they would pay my premium. They assured me they would pay at least 3 weeks prior to the due date. In this case, three weeks prior is XX/XX/21. On XX/XX/21, I called LoanCare to inquire why my premium still had not been paid. According to the online portal, they had no issued a payment to XXXX from my escrow. The lady on the call also confirmed that. At that point, I demanded she issue a check. She agreed. My online portal account reflected a payment for {$1800.00}. Unfortunately, I waited about 2-3 weeks and XXXX had not received the payment. On XX/XX/21, my premium remained unpaid. XXXX said I either need to make payment on my own or face cancellation of my policy. In this case, I had to make my own payment as LoanCare was unable to pay the bill. On XX/XX/21, I call LoanCare to inquire on what happened to my payment. They pretty much explained to me " you happen to fall through the cracks and are an extremely rare exception ''. So they admitted they were guilty for not paying. I was pretty frustrated, so XXXX ( insurance supervisor ) said I could drop my escrow account if I would rather I make timely payments. I filled out the online form per his advice. I submitted the online escrow cancellation form on XX/XX/21. Never received any updates via email. So I called on XX/XX/21 to inquire. They said it was being processed and a decision would be rendered on XX/XX/21. On XX/XX/21, LoanCare made no attempt to call or email me. I called them on that date and the customer service reps along with the supervisor said " they can not tell me what happened '' but a letter is being mailed via XXXX. Agent tried to spin it as the letter would be there in 2-3 days. Letter arrived on XX/XX/21. Letter stated that escrow account would be closed on XX/XX/21. As of XX/XX/21, escrow account remains still open with a balance. I called LoanCare on XX/XX/21 and they said they may start the processing on XX/XX/21, which contradicts the letter sent. In summary, a ) LoanCare does not make timely escrow payments and maintain accurate records of insurance payees b ) LoanCare fails to communicate status of a ticket opened via the online forms c ) LoanCare does not process requests on dates promised.
|
| 11/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My home mortgage was transferred to XXXX XXXXLoanCare LLC from XXXX when XXXX filed for bankruptcy. I have lived in my home for almost 20 years and have had a late payment from time-to-time, but no major issues.
The transfer process was confusing. I wasn't sure where to send my payments or even what I account number was.
Once I found the information, I sent a payment on XXXX XXXX for {$610.00} via bill pay with my bank. The payment was returned on XXXX XXXX. I did not immediately notice that the payment was returned. I made another payment on XXXX XXXX for {$610.00} via bill pay with my bank. That payment was returned on XXXX XXXX. Again, I did not immediately notice the return in my account.
I never received a phone call or email message from LoanCare. The first letter I received was mid-XXXX when I was notified that I had missed 3 payments.
Once I realized what had happened, I called LoanCare ( XXXX XXXX, I believe ) and paid over the phone. They only allowed me to make 2 payments ( I'm not sure why ). At that time, I found out my account number had changed. I suspect that is why my XXXX and XXXX payments have been returned. This payment cleared my bank account on XXXX XXXX.
I tried to pay on LoanCare 's website to avoid all of this, but because my account is past due, I am unable to pay online. It seems like they are making it as hard as possible for me to make a payment.
I updated the information with my online bill pay and paid XXXX, XXXX, and XXXX 's payments via online bill pay again : {$2000.00} on XXXX XXXX. LoanCare has not credited this payment to my account. I am working with my bank to obtain proof of payment ( which I should have early next week ).
At this point, I can not pay over the phone because the {$2000.00} that I sent on XXXX XXXX is no longer in my account and I don't have the funds to make a payment today.
The problem is that LoanCare has my status as 3 payments past due and they could begin foreclosure at any time. They said there's nothing more I can do until I submit proof of payment ( which I should have early next week ). When I asked the Collections Department if there was anything more I could do there was a long silence and then she asked, " Is there anything else I can help you with? '' I asked my question again she did the same thing. It felt very rude, and almost like she wasn't listening to me.
You don't have to search the Internet very hard to find multiple complaints about LoanCare. My experiences so far ( from the start of my mortgage transfer until today ) match the other comments I'm seeing online.
|
| 04/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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To Whom It May Concern, On XX/XX/XXXX, XXXX XXXX switched their back office company from Loan Care LLC to XXXX XXXX XXXX XXXX. My mortgage was being paid bi-monthly through XXXX XXXX XXXX was supposed to cancel their payments to Loan Care ( they did forward XX/XX/XXXXand XX/XX/XXXX payments to XXXX. ) I established a new XXXX XXXX to XXXX XXXX. XXXX never canceled the first account. I noticed the double payments in about XX/XX/XXXX or XX/XX/XXXX. I started calling XXXX, Loan Care and XXXX trying to locate the excess money. All three companies denied having my money and XXXX denied withdrawing it. I called my Financial company XXXX XXXX and they told me I had to stop the company making the withdrawals. I was stuck fighting 4 large financial institutions who were not helping me. I eventually got XXXX to stop the withdrawals ( I lied and claimed fraud. ) I finally spoke to a helpful gentleman at XXXX and he sent me printouts showing XXXX forwarding payments to Loan Care. On XX/XX/XXXXI sent a registered letter to them ( received XX/XX/XXXX ) explaining the situation and showing the proof from XXXX. I asked for them to either return the money ( now {$23000.00} ) to me or show me proof of the money being forwarded to XXXX XXXX.
OnXX/XX/XXXX, I spoke to XXXX (? ) who told me they never received the letter despite my proof from the Post office. I sent the letter, XXXX printout and proof of delivery by email and I received a response email confirming receipt and issuing a ticket number XXXX. I again waited for a response.
OnXX/XX/XXXX I received an email requesting proof from XXXX XXXX This is despite the fact that I sent that info registered mail XX/XX/XXXX and emailed it again on XX/XX/XXXX with a confirmation email receipt. I sent it again and awaited a response.
On or around XX/XX/XXXX, I spoke to XXXX who seemed sympathetic and claimed to be working with a manager. I begged her to call me by XX/XX/XXXX and at least give me an update if not the answer. Of course she hasn't called me back yet.
On XX/XX/XXXX, I spoke to XXXX XXXX who claimed to be a supervisor. Again, I begged her to call me by XX/XX/XXXX to at least give me an update and keep me in the loop. She never called even when I left messages on her personal number.
On XX/XX/XXXX I sent a letter to the CEO XXXX XXXX overnight which was received XX/XX/XXXX. Again I begged him to please have someone contact me before I took regulatory as well as legal action. To this date, which is almost 5 months later, no one has responded to my issues. My understanding was they had 30 days to respond.
|
| 03/29/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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Unfortunately this is part 2 of my complaint, the first complaint on XXXX was due to unethical business tactics, lieing to the XXXX program, by claiming I had agreed to a loan modification, which wasn't true. Loancare/Lakeview have yet to reply directly to me in reference to that complain. Instead they decided to retaliate. I was placed back on the forbearence plan, after loancare 's first attempt at foreclosure. I am not due to make a payment until XX/XX/XXXX. Why is that my house is again up for preforclosure with no notice, or warning and only 2 days from now? Retaliation for the first complaint. Is that not illegal? For sure it shows a trend of abusing their position in the financial industry. My sister is XXXX of the XXXX XXXX in the jurisdiction she lives in and I am aware that this doesn't fall under her responsibilities, but I don't have many options and will need help from her contacts. Is that unethical? The last thing I want to do is emulate the behavior of loancare. Incidentally when I went through the modification documents, the modification was over a XXXX dollars MORE than it was before this modification. To summarize Loancare was not happy that I had chosen, the program that would put me up to date on my mortgage, giving me not only peace of mind, but some wiggle room. While loancare thought a modification that increased my monthly payment. It was a no brainer. How was I supposed to respond? Oh sure lets go ahead and keep me struggling to make my payments??? I am devastated over this situation. I'm having nightmares over being alone in the middle of nowhere, with nothing no supplies, no food or shelter. I had no idea that this kind of behavior was even possible from a mortgage company. Had I known that the end game was a financial company that obviously thinks I'm to stupid to understand whats happening. I know their role is to lend money and their bread and butter is interest rates. I never would have believed that this kind of tactic would even be considered, much less be implemented into a companies atmosphere.
As for a fair resolution, that has already been taken from me. I have absolutely no trust at all in this company, I do not see them being fare about anything. The only thing I can see is that Loancare thinks they are above the Treasury, the arizona governor and the protection laws that are in place in regard to forclosure and homelessness prevention. Based on this situation, this company will honor nothing, It's an obvious trend in this companies environment and when it gets to be this blatantly prominent theres nothing left.
|
| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
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Borrower : XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA, XXXX My Loan Care XXXX XXXX has been notified on multiple occasions and for several weeks that the payoff balance provided and money they collected was incorrect. They have blatantly ignored addressing this matter and providing a refund. The following has been sent to them via mail and email multiple times and they refuse to respond at all.
" I am owed a refund. Please view the table below and adjust my payoff amount and provide a refund, as per the payment history details. Loan was current through the end of XX/XX/2020. Principal Balance was {$440000.00}. Five months of payments in the amount of {$2400.00} per month were deferred for the months of XX/XX/XXXX-XX/XX/XXXX for a total of {$12000.00}. In addition to the remaining escrow balance for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX In the amount of {$54.00} and new escrow charges for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX in the amount of {$280.00}. Total Deferred amount {$12000.00} ( 5 monthly payments + All Escrow fees ). In addition to original principal balance of {$440000.00}. 57, which Brings the FINAL PRINCIPAL BALANCE {$450000.00} from XX/XX/XXXX-XX/XX/XXXX.
I since made 5 payments in the amount of {$12000.00} which should have been applied to XXXX payment ( {$600.00} Principal + {$1800.00} XXXX XXXX and XXXX monthly payment XXXX {$600.00} Principal + {$1800.00} XXXX XXXX in the amount of {$4800.00}. 68 ( {$1200.00} principal + {$3600.00} XXXX ). BRINGING PRINCIPAL BALANCE TO {$450000.00}. XXXX ( {$450000.00} - {$1200.00}. The remaining payment balance in the amount of {$7400.00} ( $ XXXX {$4800.00} ) should have ALL been applied to the principal balance ( Per my specific request to pay down principal balance prior to refinance going into effect in XX/XX/2020. ) BRINGING FINAL TOTAL PRINCIPAL BALANCE AND PAY OFF {$440000.00} ( $ XXXX {$7500.00} ). Minus Remaining Escrow payment made ( rolled into deferral amount that was back charged ) for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX in the amount of {$210.00}. BRINGING THE CORRECT FINAL PRINCIPAL BALANCE AND CORRECT PAYOFF AMOUNT TO {$440000.00}.
Pay off payment made on XX/XX/2020 in the amount of {$440000.00} ( {$430000.00} + {$12000.00} ). Refund balance owed to customer in the amount of {$2800.00} ( {$440000.00} - {$440000.00} ).
***Please make check in the amount of {$2800.00} payable to XXXX XXXX and overnight mail to the following address : The XXXX : XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX , CA, XXXX
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| 11/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX. I had a loan on a property through XXXX. I set it up on auto-pay so I wouldn't have to worry about it.
Yesterday I pulled my credit and saw that it was down to a XXXX XXXX score. I have been close to an XXXX beacon forever. I found out that LoanCare bought out my loan at some point this summer and I'm now showing 5 months delinquent. When I called to find out what was going on, they told me they notified my by mail that they now had my mortgage and I needed to pay them. They showed my primary residence as being the same home their loan was on in Oregon State. I live in Washington State and received no call, no mail, nothing. I set up my auto-pay in good faith so I wouldn't have to worry about it and now my credit is affected. They told me to email to try to resolve it, but when I emailed the address they gave me ( customersupport@myloancare.com ) I received an automated email telling me that the email address is no longer monitored. I called again and was told I had to file my issue through my online account. I called again and asked to speak with someone who could resolve it and was told the ONLY way to fix it was to create an account, agree to all the terms and write an email through that portal. The disclosures I had to agree to weren't legible and I had to proceed without understanding what I was agreeing to. I believe they're attempting to collect fees, penalties and additional interest by not making proper attempts to notify customers of the fact that they took over their loan. This mortgage was set up on auto pay so I wouldn't have to worry about making the payments. It's not my primary residence and I'm never there. At no time in the past 5 months was I notified my mail or by phone that LoanCare took over my loan.
I'm trying to find their info on the XXXX to file a complaint and I can't find them anywhere. They won't talk to me on the phone. I told them that I just want to pay the total of all payments and I want them to contact the credit bureaus and repair my credit. I've never paid a late payment in my life and having my credit score drop by 150 points because this shady operation didn't do their due diligence to find out where I actually live or call me is ridiculous. I believe they're trying to fraudulently collect unjust penalties, fees and interest by not making valid attempts to contact their new customers to make them aware of the fact that they bought their loan out.
Please help. I simply want to pay the total of my payments without fees or penalties and have my credit fixed.
Thank you.
XXXX XXXX
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| 02/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In May of XXXX we received notification from our County Property Tax administrator of a significant increase in our property taxes. I notified our loan care servicing company, XXXX XXXX XXXX LoanCare, of the increase and suggested an escrow analysis be performed. They agreed and stated we would be notified via email and USPS letter. We never received any communication from the company.
In XXXX of XXXX, we received a letter from LoanCare, dated XXXX/XXXX/XXXX indicating our escrow account was underfunded by {$6000.00}. The next business day, XX/XX/2022, I called and spoke with a customer service representative. We agreed to pay the shortage amount of {$6000.00} via digital check. I was instructed to write " escrow payment '' on the check. The payment was made online and cleared the bank on XX/XX/2022.
I followed up on XX/XX/2022, contacting LoanCare Svcs to follow-up on the recent {$6000.00} escrow payment. I wanted to ensure the payment was made to correct the deficient escrow account and not prepaying our monthly mortgage amount or against principal. The LoanCare Svc person indicated a mistake was made and the {$6000.00} had been applied against principal. I clarified for her our intent to pay the escrow shortage. She indicated the issue would be addressed and a follow up letter would be sent. We never received a letter, or any follow-up. We continued to make our monthly mortgage payment as agreed to. I monitored our account via an online portal. I called periodically asking the staff at LoanCare Svcs why our information was inaccurate. They always assured me the information would be updated the next day or so... A letter explaining the error and apologizing for the mistake was always in the mail.
This went on for months, even to the point of LoanCare Svcs issuing us a few certified letters initiating the foreclosure process. Unfortunately, my wife had received one of the letters when I was out of town. She was somewhat unaware of LoanCare Svcs mistake. She was very upset and spent the next few days trying to contact LoanCare Svcs with no success. I returned home and contacted LoanCare Svcs immediately. Once again I was assured it was just a bureaucratic mistake and I would be receiving a letter apologizing and detailing the issue. This never occurred.
What we did receive was another certified letter continuing the foreclosure process. To add insult to injury, we also received an alert via our XXXX XXXX account that our credit score had been downgraded because of comments made by LoanCare Svcs to one or more credit reporting agencies.
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| 03/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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When I first bought my home in XXXX of 2018 my closing document stated that for years 1-10 my monthly payment should be ~ {$3800.00} and for years 10-30 monthly payment will be ~ {$3200.00}.
However, Loancare insisted I pay $ XXXX monthly from the start. They effectively created a shortage in my escrow account due to this error on their own end ( see attachments ). This past summer they conducted an escrow analysis, realized the mistake, and raised my monthly payment to {$3800.00} but realized shortly after that there was a much bigger deficit in the escrow and raised my monthly amount to {$4400.00} which caused me to miss my XXXX and XXXX payment. Then they reported me to the credit bureau for missed payment and transferred my loan to XXXX in XXXX.
I have been on the phone with Loancare multiple times in the last three months, begging, pleading, reasoning to have this matter resolved but they basically told me it is no longer their problem as my loan does not belong to them anymore.
I am attaching my closing document here which will show the amount agreed upon and statements from Loancare showing that they were negligent in charging me the amount in the closing document. From my understanding the closing document is a binding contract and the loan servicer should have been charging me the proper amount ( ~ {$3800.00} ) from the beginning to avoid any deficits and surges in monthly payments.
I am aware that tax implications change from year to year but this home is not a new build and there should not be a fluctuation of this much in monthly payment. I am also aware that there is a PMI on my loan. I am not sure whether Loancare neglected to charge PMI or the full tax amount but the deficit in my escrow was caused by THEM as they failed to follow the amount noted on the closing documents.
I know XXXX XXXX is not at fault whatsoever and the neglect is reflective of only Loancare but I am requesting that this matter be investigated further - I do not want to lose my home or be forced to modify my loan or go on a predatory re-payment plan due to the gross negligence by Loancare.
Please, please, look into this matter in detail and feel free to call or email me as needed, as many times in needed. My phone number is XXXX.
I am attaching documents here for review and proof of the situation. I would like to bring attention to the file " Signed Closing Disclosure '' - in the middle of the first page you will see where the break down is for the first 10 years and the last 20 years and the amount that should have been charged by Loancare.
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| 05/08/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I recently sold my home due to a divorce and closed on the property on XX/XX/XXXX. I am in the process of trying to purchase a new home and had a credit report run to see what I qualify for. The report came back with a late payment showing in XXXX, XXXX, and XX/XX/XXXX. I do not understand the late payments that were reported to the credit bureau in XXXX and XX/XX/XXXX as the loan was paid in full on XX/XX/XXXX ( I have wire transfer confirmation ).
Loancare took over my previous mortgage with XXXX, as XXXX went bankrupt. The change took place and paperwork was sent out in XX/XX/XXXX. I tried to make a payment for XXXX, but Loancare was working on setting up the new account and said there was a 60 grace period, so I sent my payment to XXXX thinking this would be forwarded to Loancare because I did not want to miss a payment ... this never occurred, so my payments were always a month behind. I was in close contact with Loancare monthly and kept them up to date on the progress of the sale of the property. I was always told that everything on the account was fine and to let them know when the sale happened, which I did. I have dates of payments made on the account from XXXX XXXX ... they are as follows : XXXX- {$450.00} posted on XX/XX/XXXX and {$450.00} posted on XX/XX/XXXX XXXX {$450.00} posted on XX/XX/XXXX XXXX {$900.00} posted on XX/XX/XXXX XXXX {$900.00} posted on XX/XX/XXXX XXXX {$900.00} posted on XX/XX/XXXX XXXX {$900.00} posted on XX/XX/XXXX XXXX transfer was made on XX/XX/XXXX for full remaining balance.
I had reached out to XXXX XXXX/Loancare early XX/XX/XXXX to let them know about the incorrect late charges on my credit report and I had to escalate a dispute to the credit department per email, which I did. I was told I would have an answer the end of XXXX, which I did not. I called several other times to speak with the credit department, but apparently they do not take calls or have a phone number. So, I finally spoke to a manager that said I may not have an answer until the end of XXXX, which was true. I received a letter on XX/XX/XXXX that said the dispute was reviewed and the info submitted to the credit bureau was accurate. I immediately called back to discuss and again, no way of speaking with anyone. This has affected my ability to purchase a new home as I can not have three late payments reported. Again, I can understand the report as late for XXXX because of the missed applied payment, but not for XXXX or XX/XX/XXXX as the loan was paid in full on XX/XX/XXXX. Can you please assist? I would greatly appreciate the help!
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| 12/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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On XXXX XXXX I first contacted LoanCareXXXX to request that they take the funds from my escrow account and pay the property taxes in the amount of {$3200.00} immediately. We were in the process of refinancing our mortgage and needed proof that the taxes had been paid. I was told to submit a written request and also to fax the request to their tax department. After hearing nothing for over a week - I called and spoke to a " customer service '' representative who told me to submit everything again since the first contact I had with this company had given me incorrect fax number. I repeated the process on XXXX/XXXX/16. That same day I received a computer generated reply that assigned me a ticket number and which said I should wait five days for a thorough review and research of my inquiry. Again, I heard NOTHING so I called LoanCare and was told on XXXX XXXX, 2016 that a check # XXXX had been sent to XXXX County Tax Department on XXXX XXXX, 2016. After checking both online and by phone I learned that the check had never been received. That same day I sent another written request to LoanCare asking what had happened to the payment. I also called, but no one was able to offer me any explanation. I was told to wait a few days for the tax department to process my payment. On XXXX XXXX - over a month after I started this process - taxes still UNPAID! Ironically, I mailed the XXXX County tax department a check for taxes due on another property we own on XXXX XXXX, 2016 and my personal payment was already posted on XXXX XXXX. I again wrote to LoanCare and requested that someone contact me by the end of business day and told them if I heard nothing I would attempt to file a complaint. Obviously - this matter has yet to be resolved and no one bothered to contact me. I am aware that mortgage lenders keep escrow funds and earn interest on them and wait to the penalty date before paying property taxes. In a situation like this - after numerous requests and dubious information - I am asking for help to resolve this matter. I have found LoanCare to be completely uncooperative and I am extremely relieved to be done with them as my mortgage holder. Our refinance was completed XXXX XXXX, but I still need to resolve WHERE my {$3200.00} escrow money is. On LoanCare 's website it shows that it was removed from my escrow account leaving a balance in the account of {$590.00}. That is what the new mortgage lender also stated and I was told that this money would be mailed to me. Thank you for any help you can provide resolving this matter. XXXX XXXX XXXX XXXX # XXXX
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| 10/29/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My credit was affected by the poor business practices of LoanCare, the mortgage loan servicer for XXXX Mortgage. Below is a brief summary of the most recent incident. LoanCare systemically engages in obstructive, if not downright fraudulent, business practices, resulting in late payment fees and negative impacts on credit scores. I have paid our mortgage without fail every month since we bought our home XX/XX/XXXX
Monthly, we pay our mortgage by scheduling online payments through our XXXX Bank checking account. At some point, LoanCare changed our mortgage account number ( without notifying me XXXX, resulting in the XX/XX/XXXX payment being returned electronically to our XXXX Bank account XX/XX/XXXX. LoanCare did n't notify me that this payment was returned, so I thought our mortgage payments were being applied appropriately. Instead, the account appeared to be missing the payment XX/XX/XXXX. Further, the amount of the monthly mortgage payment increased over the summer from {$2600.00} to {$2700.00} ( also without me being notified ), so not only were subsequent mortgage payments being applied to each previous month 's mortgage, I also then needed to pay the difference in the new monthly amount as well as late fees to rectify this. Because the monthly loan amount increased, and LoanCare wo n't apply payments unless they cover the entire monthly amount due, LoanCare then held {$2500.00} without applying it to my account, thus charging me further late fees. LoanCare did not have the correct mailing address or contact phone number listed on my account, and had my wife 's phone number listed as the contact, even though she is not on the mortgage. After spending much time talking to various call center employees and supervisors to figure out why LoanCare was n't accepting my mortgage payments, I paid ( again ) the mortgage payment that was returned XX/XX/XXXX, as well as the difference remaining after the monthly mortgage amount was increased, plus late fees of {$430.00}. I asked LoanCare, ( in writing : XXXXXXXXXXXX ), for these late fees to be refunded and a letter sent to the credit report agencies stating that my account is paid as agreed with no late payments. I also updated ( again ) our mailing address and contact info, and asked that I be immediately notified if there are any subsequent changes to the account. After waiting several months for a reply, LoanCare stated that they would not refund late fees and would not send a letter to the credit reporting agencies showing that my account has always been continuously paid in full, on time.
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| 03/20/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2022, I submitted my, full, mortgage payment via the loan servicer 's client portal ( LoanCare ). On XX/XX/2022, I received an email stating my mortgage payment submitted on XX/XX/2022, was reversed. I called my loan servicer to see why my payment was reversed. The representative could not tell why my payment was reversed and advised me to contact my bank to see if there was an issue on their end. I called my bank and spoke to a representative that verified the funds were available for payment, however, there was no record of request from my loan servicer for my mortgage payment. I then called my mortgage servicer and verified my banking information on file with a customer service rep. My banking information was correct, and I resubmitted the payment again on XX/XX/2022, using my same banking account via the loan servicers website. I received another notification on XX/XX/2022, requesting a return call to my loan servicer. I called and spoke with a customer service rep and was told my payment was reversed for the second time for XX/XX/2022. I again verified my banking account information with the customer service representative from my mortgage servicer. I then submitted my payment via the live customer service representative and gave permission to debit my mortgage payment from my banking account and my payment was submitted. I received a third notification that my mortgage payment was yet again reversed. Now my mortgage payment is 30 days late, has disqualified me from completing the loan assumption process, reported late to all three CRAs, and lowered my credit score. I spoke with a manager for my lender and was advised to mail in a cashier 's check for XXXX and XXXX 's payment, give the payment time to process and submit a dispute to the mortgage servicer 's payment research department to dispute the 30 day late payment. I did exactly as I was instructed, and I got a cashier 's check the same banking account I used to submit the previous three payments. However, the mortgage servicer would not fix the late payment issue. The manager even waived the late fee because I sent documentation from my bank showing the entire amount of my mortgage payment was in the account since XX/XX/2022, and there was no changes/activity in the banking information in the month of XXXX. I believe this is unfair reporting. I submitted my payment three times and did everything possible to ensure my mortgage payment was not late. But due to their system error my mortgage payment was flagged as 30 days late for the first time since I opened this loan.
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| 12/31/2021 |
Yes |
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- Trouble during payment process
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Web |
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This is the second complaint I have had to file in regard to the servicing of my mortgage through Loancare on behalf of XXXX bank. This complaint ties into the last one, as they straightened out my account only to throw it into turmoil months later. Loancare took over the servicing of my loan in XXXX ofXX/XX/XXXX when the transfer occurred, I was coming out of forbearance, I had applied for and been approved for deferment. My husband and I accepted and signed the partial claim through HUD in the amount of {$10000.00}, this was sent back to XXXX on XX/XX/2021. For some reason LoancareXXXX never processed my paperwork, after fighting with them for months they finally located my paperwork and filed the claim. They recorded the partial claim in XXXX XXXX on XX/XX/2021. While I was fighting to get them to process my original paperwork, Loancare decided to send me 2 more deferment packages each one with different amounts. I refused to sign these packages as I had already signed, and they had recorded the original in the amount of {$10000.00}. They keep calling and sending emails regarding the second and third packages, they did not seem to understand that a claim had already been processed. In XXXX of 2021 they seemed to finally have everything straightened out and we felt the whole mess was finally behind us, boy where we wrong! On XX/XX/2021, I received a letter stating that I was 8 months behind on my mortage ( this is not correct I pay every month ) so I called to find out what was going on now. I spoke to a supervisor named XXXX id # XXXX, he could see that I was making my payments and was unsure why my account was showing 8 months past due. He escalated my account to his supervisor and told me I could expect a call in a few days after they reviewed my account. On XX/XX/2021, XXXX id # XXXX returned my call she stated my account was past due because I requested to cancel the deferment. ( THIS IS 100 % INACCURATE ) also possibly illegal as I have a claim recorded on my home through HUD, that has not been reversed. The only place they reversed this deferment was in their system. XXXX told me she would look into my account and return my call, this never happened. The mortgage statement I received on XX/XX/2021, shows that my account is current and by XX/XX/2021, I was 8 months behind. I am not sure what is happening at Loancare but at this point I believe they are illegally trying to take my home as they have started sending me foreclosure notices again. Loancare needs to be investigated their practices are beyond incompetence at this point.
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| 09/13/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My mortgage, held with XXXX XXXX Mortgage, was transferred to LoanCare, a mortgage service company, a few months ago. When transferred I was assured that nothing would change, and my payments would remain the same, unless of course, there was an increase in other areas such as property taxes or escrow.
There was never a fee charged by XXXX XXXX unless there was a late payment, after the 15th of the month, which would be considered late, and which I understood. I had been making my payments on time, via bank transfer, to XXXX XXXX and similarly each month to LoanCare, on or before the 16 of the month. This payment timing was good for me because, as a senior citizen, receiving my social security ( SS ), my deposits are deposited the second XXXX of each month, which always falls before the XXXX. Please see my bank statement attached.
I made my set payments on time each month to LoanCare. Nothing was changed with my payment to LoanCare until this month when, to my surprise, I noticed an additional payment of {$10.00}, labeled as a one-time payment fee, a fee that was never charged before, not even by XXXX XXXX. I was not informed of this fee until I logged on today, XXXX XXXX, to make my monthly payment, after my SS was deposited, and I have never been late. I believe that my payment falls on or before the due date and I should not be charged a fee. Here is their draft fee schedule, which surely appears to be a late-fee schedule disguised as a draft-fee schedule : " One-Time Draft Fee Schedule On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00} '' I have since sent a request to have this fee removed from my mortgage payment. I have no control over when my SS is deposited and this is the only money I use to pay my mortgage. A bank draft is also the only way I have paid my mortgage, and given the time of my SS deposit, this would be the only method I use to pay it, so tacking on a draft fee is unfair.
As a senior citizen, I think this service is taking away from my earnings and I think it unfair to me, since I was never asked to pay a draft fee before, nor had been informed of one being added. {$120.00} a year for future monthly draft fees was nothing I had agreed to when the mortgage service was transferred.
As a senior citizen I do hope that CFPB will assist me in having this monthly fee removed, and I can continue to pay my mortgage using the method and time I have been accustomed to.
Thank you for your assistance.
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| 12/31/2019 |
Yes |
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Web |
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LoanCare acquired my loan in XXXX. They claim they didnt receive all paper work from the previous lender until around XXXX but during this time I was attempting to do a modification and had started the process with the original lender. It took them over 4 months to tell me they couldnt modify the loan. Of course during the modification period they dont want you to make payments because that suggests you dont need assistance. And that means it has hit my credit as late payments for 5 months. They informed that foreclosure proceedings had not started so I could pay the late payments if I intended to keep the home. This is a secondary home so I decided to sell it. I got an immediate cash offer on the home within a few days and we were scheduled to close on XXXX XXXX. I contacted them to let them know I had a contract on the property and the date of the closing so they wouldnt begin the foreclosure process since it would be paid off in 2 weeks. They said it had not started so they would note that Im selling on the XXXX. The title company and I both requested a payoff on XXXX XXXX. I had to call multiple times for it and was always told it was being processed and would be sent by the end of business. Fast forward to yesterday, the XXXX, and the title company still had not received the payoff. I contacted LoanCare and told them we were scheduled to close that morning in less than an hour and we had been given the runaround for this payoff for 10 days and still hadnt received it. They told me that my loan was sent to the foreclosure attorney on Saturday the XXXX and I would have to get the payoff from them! So basically they held up providing the payoff and rushed to gather the documents to send to the foreclosure attorney in an effort, Im sure, to collect more money by tacking on additional fees, interest, and the possibility of me losing the home so they can resell. Whatever the rational is, its unethical when I could have remedied the default on the entire loan yesterday and there would have been no reason to send to foreclosure. Now Im in limbo waiting for them to send the numbers to the attorney before I can close. I even spoke to them Saturday about the payoff, obviously while they were scheming to get my file sent to the attorney, and customer service said it had been processed and the title company would have it Monday morning. They are liars and unethical. I am looking into if they proceeded with my account properly or if any state laws were broken with the way they held up the sell of my home in an effort to get more money out of me.
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| 02/03/2017 |
Yes |
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- Settlement process and costs
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Web |
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our home loan was bought out by Loancare, a servicelink company division of XXXX. A few months after, they asked us to do a government refinanace to save money. It was happening all over the country for this type of loan, so we did. At closing, notary said, '' by the way, you will get $ XXXX in escrow reimbursed. '' We soon got a check from loancare for $ XXXX and another for $ XXXX. We saved the checks for almost a month until we could check to make sure we did n't have to put them in escrow for new loan. I called loancare to ask. She said " no, you may spend them on whatever you like or double your payments. '' We deposited the checks 20 days after we received them. I doubled up on payments of my bills. Then when I checked my bank acct., the check had a stop payment and I was charged a return item fee. Called loancare and they said " we called and left a message for you on XXXX/XXXX/17 not to spend that money as it was a mistake. '' no message, email, nothing. ( This was on XXXX by the way ) the check was issued to us on XXXX, deposited on XXXX and taken out of my bank on XXXX. After speaking to XXXX people telling me it looked like we should have the money in the acct. Finally, " a supervisor '' very quickly found the so called mistake. A customer made an escrow payment and " accidentally '' put my loan number on the check. XXXX When they found the mistake, they stopped payment. They would be glad to pay my overdrafts, but not return the XXXX I had spent, as I was told to do. I threatened suit and they told me I had that right and to go ahead but they would not return the money I was promised, recieved, told to spend and then stripped of from my bank acct. These people are liars and crooks.We never received a note, call or anything regarding this problem. XXXX representative said, " you need to call your first loan servicer! '' I said, " That would be YOU! '' She did n't even know I was a customer of theirs. I told them there was a series of mistakes on their part and none on ours, that we called before we even deposited to make sure we did n't have to put on new loan, not to ask if the money was ours, because we were TOLD we would be getting that money. " XXXX '' the supervisor then asked how I would feel if i had made a mistake and written my wrong loan number and someone else got it. I told her I did n't believe that 's what happened and do n't even try to appeal to my morals as I had done nothing wrong. But that I had overpaid my credit cards and now it would be taken from my job paycheck and I would n't have enough to live on.
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| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I paid the Property taxes Loancare had illegally paid without my consent on XX/XX/XXXX, in attempting to change the terms of my loan and force place me into impound/escrow for taxes. The County Treasurer sent the same amount to Loancare the same day, XX/XX/XXXX-Loancare held the payment and would not credit my account until XX/XX/XXXX.
On XX/XX/XXXX, I retained an attorney to resolve continued illegal attacks on my sovereignty by Loancare.
By XXXX/XXXX/XXXX, I was forced to mail my regular payment of a cashiers check via tracked USPS, since I was prevented from using the Loancare website or pay by phone to make my regular payment as due, I was locked out.
Loancare received this payment XX/XX/XXXX, but did not credit it to my account until the next day XX/XX/XXXX. Loancare has previously delayed credit of my payment on other occasions, pretended I paid late and charged a late fee.
By XX/XX/XXXX, the matter was considered resolved by my attorney. Loancare appeared to have the fixed most account errors, reversed late charges, located the tax refund from the XXXX County Treasurer and credited my account and refunded a small amount belonging to me after the corrections were made. The account detail on the Loancare website also reflected the credit of my XX/XX/XXXX payment ; but the website erroneously indicated a next payment due XXXX-the next payment is due XX/XX/XXXX. Another mistake already. Then, a late charge on XX/XX/XXXX.
As of today, XX/XX/XXXX, the online account screen now indicates an unpaid late charge. This is not accurate, I am up to date.
Loancare continues making mistakes, erroneous charges, delaying posting my payment and pretending I am in default, even as the issues are being resolved by an attorney at my expense.
All the while, Loancare continues to send embarrassing letters stating I am behind on payments and threating foreclosure. And Loancare Loss Mitigation continues to call me several times each week. There is no reason for Loancare to call me. This is disruptive.
When I returned Loancare 's call today, XX/XX/XXXX, I was verified through the automated system. XXXX, who answered, would not transfer me to a supervisor or answer my questions of why they were calling me, so I informed her I would file a complaint.
Loancare continues to attack me by changing the terms of my loan, attempting to charge me late fees, trying to deceive me into believing I am in foreclosure and fraudulently reporting late mortgage payments to credit bureaus.
These acts by Loancare are injurious and costly.
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| 10/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced a mortgage and finance the purchase of a new home with LoanDepot. This was in turn sold over and given over to LoanCare to service the loan and I recently learned that XXXX XXXX is the investor that bought my loan.
I am writing with urgent need of help - LoanCare is harassing me for no reason - I am attaching couple can examples of how Loan Care is harassing me and how badly they treat customers. As one instance they are playing with my escrow dollars to pay for insurance that my building already has - at one point they too {$2500.00} from my escrow for insurance - it took over a month and 50 man hours in calls from me and the insurance company to finally get this money back in my escrow account.
Another instance even though I was in Covid-19 forbearance for 2 months which I got out pretty quickly I paid in full and completely on time 2 weeks ago. Yesterday ( XX/XX/XXXX ) I get a letter saying that I was behind 37 days and had missed two payments. I had to waste 3 hours calling them just to find out that it was a mistake of their automated system ( had to put up with a customer service rep screaming at me and not wanting to hear my complaint ). I have multiple other examples of issues with flood insurance charges that are already covered by my HOA and have plenty of proof. Everytime I call them is at least 40 minutes on hold when they finally answer - they say its fixed, that it was an oversight in their part just to have another letter 3 days later threatening me that they will buy more insurance on my behalf because my building doesn't have enough insurance ( which is a lie and have to call them again ) - even though I already shared the insurance certificate with them. Loan care practices border on criminal harassment. For your records the loan numbers I am complaining about are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( unit rented ) Loan number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX ( I reside here ) Loan number : XXXX The latter one is the one I want escrow funds released back to me immediately - they are actually holding about {$1400.00} over my liability. My property tax liability is {$4000.00}. They are holding {$5400.00}. - I have all the proof you may need Please I need help - the stress Loan Care is giving me me is already causing health issues Thanks and regards XXXX XXXX XXXX XXXX : I am attaching a couple of examples of the type of harassing letter I get 3 times a week at least ( I have a credit score over 800 - never been late on a payment - so this type of treatment is new to me )
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| 05/18/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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We filed for Chapter XXXX Bankruptcy in XX/XX/XXXX, after two years of submitting payments timely to the trustee, we requested approval from the bankruptcy trustee to purchase our home. The trustee approves the loan so long as it meant several requirements, such as the loan could not exceed a certain amount, interest rate could not exceed more than a certain percentage and our monthly payment with taxes, etc. escrowed, couldnt exceed a certain amount. We purchased our home while still in active bankruptcy and XXXX XXXX closed our loan. Within no more than two months, LoanCare took over the servicing of our loan. Within no more than twelve months we received a document saying that our payment had increased and the amount was increased higher than what was approved by the bankruptcy court. This caused us to get behind and LoanCare stopped posting our payments to our account when we became 60 days past due. I contacted them when we became delinquent and I was told to submit a loss mitigation application. We submitted five loss mitigation applications starting in XXXX thru today. LoanCare continuously failed to reply timely and only after we would spend countless hours on the phone and trying to communicate in any way possible would we ever receive a response. The last application was submitted in XXXX. We never received a reply until we contacted LoanCare 33 days after we submitted the application to find out that our loan was in process of being sent to foreclosure. We then spent the next several weeks trying to obtain information on why the application had been denied, which we were given a reason that was not accurate or true or correct. Once we found this out, we sent an appeal letter for the denial and have yet to hear anything or be able to contact someone that can speak with us regarding our account.
In addition to this, we have been requesting an itemization of our account and our first request for this information was a year and a half ago. We received it for the first time this week. Because we had been unable to obtain this information, we sent a formal dispute and requested documentation to show the validity of the debt - to which we have yet to receive a response on.
We were informed by the foreclosure attorney that is representing LoanCare that the itemization had been sent previously, however, was unable to locate any tracking or proof that this actually occurred.
Finally, I am concerned that an attorney that represents a party other than the owner of the debt can have authority to wrongfully foreclose my home.
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| 05/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been working with my mortgage servicing company, LoanCare, for the past 7 weeks to address a few mistakes they've made in processing my loan payments.
In XXXX, XXXX, and XX/XX/2022, I made 3 on time payments. Each monthly payment included an additional amount of principal paid ( which LoanCare refers to as curtailment ). These payments culminated in an unpaid principal balance of {$350000.00} as of XX/XX/2022.
According to LoanCare, they incorrectly posted the Principal and Interest payments {$0.00} less than the contractual principal and interest for these 3 payments. So on XX/XX/2022, LoanCare attempted to correct these discrepancies by reversing the 3 payments ( including the curtailment amounts and escrow payments ) and reposting them with the correct amount. Unfortunately, they incorrectly reposted the payments which has resulted in a new {$0.00} discrepancy. After the reversals and repayment transactions were posted the unpaid principal balance grew to {$350000.00} which is {$0.00} more than what the balance was ( {$350000.00} ) on XX/XX/2022.
There are 2 main issues contributing to the {$0.00} discrepancy. First, LoanCare reapplied the 3 original curtailment payments in one lump sum of {$210.00} on XX/XX/2022 after the 3 repayments were applied. Doing so, LoanCare did not properly reduce the principal balance between each monthly payment which affects the amount of interest and principal deducted. Secondly, LoanCare did not reapply the same principal and interest amounts as the original XXXX and XXXX payments. It is unclear what calculation they used for these transactions and they have not provided any insight into it.
To properly reapply these payments, LoanCare should have reapplied the payments in the following order using the same number of days between payments to calculate the same interest as the original payment.
1. XXXX principal and interest 2. XXXX curtailment amount 3. XXXX payment 4. XXXX curtailment amount 5. XXXX payment 6. XXXX curtailment amount Doing so ensures that the unpaid principal balance is reduced as expected before each subsequent payment is applied.
I have shared this information in several calls with LoanCare, in a written letter, and with the XXXX XXXX XXXX. Since this issue was discovered, I have continued to make my payments on time ; however, each subsequent payment is now affected by this discrepancy. I have not received any indication to date that LoanCare intends to address this fix or that they even understand what they did wrong. It has been a frustrating 7 weeks.
|
| 01/19/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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This loan company, Loancare, has been harassing me since the start of the loan assumption for their mishandling of our insurance, escrow, and now our property tax.
The tax bill is now {$750.00} as ofXX/XX/XXXXaccording to a " XX/XX/XXXX Delinquent Property Tax Notice '' and on that bill it states " All property with unpaid taxes will be sold at our Tax Sale '' with a due date of XX/XX/XXXX. Now while I am sure that XXXX County is not going to sell my house right out from under me on XX/XX/XXXX the bill was due inXX/XX/XXXX for the year XX/XX/XXXX. I spoke with a representative yesterday from XXXX County yesterday to confirm that the taxes are still not paid. According to the payment history on Loancare 's website, they paid {$36.00} so I just got off the phone today XX/XX/XXXX, with XXXX XXXX at XXXX County Revenue and it is their policy not to take any partial payments so that is another strike against Loancare.
On XX/XX/XXXX I attempted to call Loancare and after a brief hold I was told by a recording that due to a high volume of calls that I would have to leave a phone number. I did this two times at XXXX and a second time at XXXX. I got zero response. After the call to XXXX XXXX today, I tried to call again at XXXX with still having to input my number. Note : they did not continue to give me an option of holding.
Loancare bought out my USDA mortgage from XXXX XXXX and has messed up our homeowners insurance status multiple times requiring multiple calls resulting them trying to force me to buy their insurance when they are the ones that messed up. They sent the insurance check to our former insurance company then charged us for insurance when we NEVER had a lapse in insurance. Recently they tried the same thing again just because I had gotten married and the insurance with XXXX is in my married name.
They were charging me an exorbitant amount for my escrow account and had to refund me twice within a year for over payment. The first time it was close to {$500.00} and instead of reviewing it, they kept the escrow charge the same and had to send me another check onXX/XX/XXXX for {$1900.00} after I initiated the action by emailing them and asking why they have not changed the escrow amount so my excess payment can be taken off of the Principal instead of sitting in escrow building up interest for them. It still took them over a month to decrease the escrow amount with our first payment reduction coming due in XX/XX/XXXX.
This company needs to be prohibited from any new loans until they can work out their many failures.
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| 07/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
|
I have this loan for approximately 7 years and pay on an auto payment that is {$70.00} higher than the amount due. The property is two units on one lot or parcel number. In mid XX/XX/2023 I received an auto dialer call asking me to call LoanCare. I called and the lady I eventualy got on the phone explained my payment was short due to an increase {$300.00} per month in the cost of insurance. I explained that was incorrect and we got the insurance department on the phone. It turns out they misread my policy and didnt realize my insurance covered both units and so they added lender paid insurance for one unit at a cost of {$3000.00} a year and thats what raised my payment. They said to not worry about it and they would fix it asap.
I followed up at the end of XXXX and was told they were working on it still.
On XX/XX/XXXX the credit bureau notified me my credit has dropped XXXX points due to a 30 day late to LoanCare. I instantly called them and was eventually hung on during a transfer. This happened 3 times on Monday XX/XX/XXXX. Each call was close to 45 minutes before the supposed transfer to an escalator or supervisor. On Tuesday XX/XX/XXXX I called 3 more times before finally reaching an " escalation '' person as there are no supervisors. She was nice and we spent close to 90 minutes going through everything. She said the lender paid insurance was removed but my payment was still {$300.00} higher per month but couldnt explain why. She did say my actual insurance was paid twice this year but at a cost of {$800.00} per year it wouldnt have increased my payment that much. She recommneded I pay the difference and she would email me an escrow breakdown. I never received any email. I asked to speak with someone to help with the mark on my credit, she explained that department does not use phones apparently and told me to fax them. I have sent that fax twice with no response or change.
On Friday XX/XX/XXXX I missed a call from the insurance department at Loancare. I called back and it took me 3 tries again and over 2 hours to get a person on the phone. She didnt understand my insurance policy somehow and was asking me questions about it but couldnt seem to grasp the concept of 2 units on one loan. I asked my insurance company to reach out as well and theyve had a similar experience.
In summary I would really appreciate someone not working from home with kids screaming in background and dogs barking to please call me and help get this impound account corrected, and correct the late on my credit.
Thank you XXXX XXXX XXXX
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| 08/14/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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We closed on a refinance with XXXX XXXX Loans in XXXX 2015. ( XXXX XXXX ). Prior to the XXXX payment date XXXX sold our mortgage to LoanCare. My wife and I have been homeowners/mortgage consumers for over XXXX years and have never repeat never been late with mortgage payments. My opinion, following our efforts to have LoanCare properly credit our XXXX and XXXX payments, is that this organization would have to improve dramatically to be deemed incompetent.
We had not received ANY documentation from LoanCare prior to the first payments due date. XXXX had notified us, in writing, that they had sold the loan but no new loan numbers were provided. My wife made the payment using tne ONLY loan number we had at that time. It was, of course, the XXXX loan number. My wife scheduled the payment that was due XXXX XXXX, 2015 through a " bill pay '' service with our bank that has never failed to work properly in the past. According to bank records, this check was cashed/deposited by LoanCare on XXXX XXXX, 2015. After multiple calls, with many people who have apparently been through no customer service training whatsoever, it was determined that our payment had been credited to an account carrying a LoanCare number that matched our XXXX refi loan number. Correcting this error would seem to be fairly straightforward however this has yet to occur. Both my wife and I, on separate occasions, have been assured that the problem was addressed AND that with new mortgages they will not report late payments for the first XXXX days. Upon returning from a business trip last evening, my mail contained XXXX notifications, both dated XXXX XXXX, that our loan was " in default '' and action needed to be taken. As of this writing, we are XXXX days into trying to receive recognition for PAYMENTS ( XXXX ) that we have made, in good faith, to an organization that seems to be procedurally challenged. My concern is this : once the XXXX day period has passed will LoanCare begin to report my wife and I to Credit reporting companies and damage our FICO scores? The fact that we have dutifully made our scheduled payments and made repeated efforts to work with them to assure these payments are appropriately credited and reflected in their records but have yet to accomplish this, would make errantly reporting negative credit information a serious and unwarranted attack on my wife and I. Should this occur, and my wife 's or my own FICO scores be negatively impacted because of their flawed processes, I believe that it could expose them to serious liability.
|
| 02/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
In XXXX I was notified the my loan was being transferred from LoanCare to XXXX effective XX/XX/XXXX. I then received a letter stating the transfer was cancelled. I then received a notice that the transfer would occur effective XX/XX/XXXX. I was out of town in XXXX but when I returned I discovered that my automatic withdrawal for XXXX was not taken, evidently because the process of transferring the loan to XXXX in XXXX that didnt occur stopped the automatic payment. I then send in the payment which arrived arrived XX/XX/XXXX, was cashed by LoanCare and miss-applied by LoanCare to some other account. Multiple calls later that money was eventually located and supposedly refunded to me although the first check never arrived and the second check is in the mail 4 months later. I also received a bill from XXXX in XXXX for XXXX and XXXX which I payed so the loan wouldnt be delinquent.
This week I was notified that I had a delinquent account in my credit report. Evidently LoanCare reported the loan as closed XX/XX/XXXX but 120 days delinquent. LoanCare was contacted and said it was XXXX problem. I contacted XXXX and they said they considered the loan up to date and had reported the same. Talking to the LoanCare service center again they stated this request needed to be made on line and that it was reported that way because I didnt make a XXXX payment even though LoanCare has had the money since XX/XX/XXXX. And the lack of payment was transferred to XXXX and payed there too!
In contacting the LoanCare service center about both the refund issue and the Credit report issue they have been totally unhelpful. Ive been escalated multiple times and on multiple occasions been offered call backs from another level which didnt happened on 5 different occasions. Clearly a pattern of deception. They have used ridiculous excuses why they couldnt investigate my refund request. ( Copy of the check was a JPEG file, as was supplied by my bank, and not a PDF file so they couldnt open it. ) This excuse was used multiple times even after I sent it as a PDF. I advised them that they should hire new tech people.
Im contacting the CFPB because I have little confidence that LoanCare will fix these problems unless pushed. Also, although Im fortunate to be able to float a mortgage payment for four months, I believe that is not the case for the vast majority of Americans and the company needs to be accountable and be forced to streamline their return process so some people are not forced into financial hardship through no fault on their own.
|
| 10/03/2016 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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My loan servicing was transferred to LoanCare XX/XX/2016. The performed and escrow analysis which was followed by an impound shortage notice. Upon research I discovered LoanCare had changed the terms of my loan and increased my MIP to a different amount than was in my original loan documents and final disclosures. I sent in the shortage and they applied it to my principal in error. I called and they corrected this error. Told me they would only be deducting the original MIP from here on out and that they made an error. XX/XX/2016 I refinanced my loan. My escrow was to be paid out and I logged on to their website to view the account history and verify the balance in escrow I was to receive. To my shock I discovered not only have they continued to deduct the wrong amount for MIP they misapplied the payoff and coded it XXXX different ways including something to do with foreclosure. I have never missed a payment and in fact had always paid early. I called them and they are completely ambiguous in their responses. I 've emailed with details of my issues on the mismanagement of my escrow and the account payment applications numerous times. Two weeks later on both cases I receive a response email simply stating my account is paid off ... never once addressing the root of the emails I sent. I continue to call and most recently when I pressed for transfer to a supervisor or department that is responsible for clearing things up I 'm told they do n't take inbound calls or they choose to end the call and hang up when I press for explanation of what is going on with my account and try and hold them accountable for the mess and errors they created. It 's been over five months since they took over the servicing of my loan. My account had not been corrected and their customer service department is of no help. They do n't have any answers to provide and simply say it 's " Under research ''. Five months??? Today I sit here getting ready to make my first payment to my new lender and I still do n't have a resolution to what is happening in my old escrow account, when it will be corrected or when I will receive payout of the escrow balance. This company is completely incompetent and is a prime example of why we had a housing meltdown that triggered the recession. They should be shut down and never allowed to manage mortgage account again. They are rude, unresponsive and totally incompetent. They have a fiduciary duty to explain and fix errors they create when managing a mortgage account and they fail to do that time and time again.
|
| 12/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am trying to explore my options post forbearance with Loancare & every representative I speak to gives me contrary advice to the other representative. I have had issues with them for months now. Each time I had asked for more time, one grants me an extension on the forbearance and the other denies the expiration date. More recently I had a call with a representative by the name of XXXX ( call recorded ). He advised I had until XXXX/XXXX/2021 until my forbearance expired. I then get correspondence in the mail that contradicts that and states my expiration was XXXX/XXXX/2021. XXXX advised I was to call before expiration to explore my options post for XXXX. He advised that I could either defer my loan or modify the loan. When I called earlier this week I spoke to an individual by the name of XXXX Who advised that the deferment option was no longer available because of the amount of the loan. I asked her about the expiration date and she advised that my forbearance expired XX/XX/XXXX. I told her what XXXX have advised me. She apologized and said that he gave me wrong information and that because of that I lost the option to defer. She advised that the only option I had was to modify. I told her that is not fair because of his misinformation, I was deprived of the deferment option. She said she would send it to another representative to escalate and take a look at the file. She advised that the representative would contact me sometime this week. I havent heard from anyone and currently on the phone again with a representative. The first one got my information while I waited on hold and hung up on me. I called again and immediately asked for a loss mitigation specialist. I am now on hold waiting for someone to take the call. However I have lost faith in any communication this company gives me and it is my livelihood on the line. I do not want to rely on any information they give me because I dont know if its going to be accurate or not. Because of them, I may go into default despite the fact that I have been diligent in monitoring every communication and every expiration date. I need you all to intervene so that I can get a resolution to my situation. The reason I want to defer is because I want to preserve my option to apply for a mortgage assistance grant through my state. The plan in California states that if you get a modification from the lender, you will no longer be eligible for the grant. That is why I dont want to do a modification at this time. I explained all of this to the representatives at Loancare.
|
| 09/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have a second home that is rented to a tenant on XXXX the XX/XX/2020 myself as well as the tenant at the property were forced to stop working due to the coronavirus. I continued to make the payments until XX/XX/2020 I called and requested a deferment, at that time I was told I could put in for a forbearance Loancare will not start the deferments until XX/XX/XXXX. XX/XX/XXXX I could call back on the XXXX. of XXXX. I put in for the forbearance I was approved on XX/XX/2020. On XX/XX/XXXX. I called a requested the deferment I was told they would keep the forbearance in place until the deferment go through it should take about two weeks or up to 30 days. I called over ten times to check the status of my deferment I was told my deferment was being processed. Each time I call, I was told the same thing but nothing was being done after that I received a negative report on my credit report stating I was 60 days late causing my credit score to drop by XXXX points. I contacted loancare again on XX/XX/2020 requesting my credit report be fixed also an update with my deferment. Loancare has continue to give me incorrect information about my deferment request.The last call I made on XX/XX/2020 spoke to the loss mig. dept again now I'm being told she is not sure why they have been telling me my deferment would be done in a few weeks XXXX stated my request has never been put into the system she did see the request to have my credit report corrected but it has not been done. My previous tenant moved out the house. On XXXXXX/XX/2020 I was able to put a new tenant into the property therefore I started right away making my payment effective XXXX XXXX. XX/XX/2020 now I'm being told by XXXX to stop making payments until they put my deferment in the system but it is no guaranteed your deferment will be approved. Now this is starting to sound really crazy at this point. I was unable to pay my loan due to the pandemic for three months now I have a new tenant in the property now I can pay the mortgage each month but I'm told to stop making payments until I receive my deferment that is not a guarantee. This is really crazy I need your help on this matter. I'm trying to get the three months I missed on my payments deferred, I will continue to make payments to my loan since income is now coming in. But at this point I can't trust that Loancare will do right by my loan and help me get the deferment in place so I don't have any future problems down the road for something that was completely out of my control, an act of nature the covid-19.
|
| 12/29/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Earlier this year my loan had gone through a loan modification through Loan Care. I have always made my payments on time, but by XXXX 2021, I started to receive automated and live phone calls from Loan Care . While some of the representatives were respectful and " pretended '' to be helpful, there were several that were not. Each call inquired as to why I had not made a payment and the ones that were disrespectful, were demanding and belittling. Each individual I would have to explain I had made every payment on time, but for some unknown reason Loan Care was moving my payments to another account, which made it appear as if I had not paid my mortgage. They would check and discover what I was saying was the truth. Each representative/supervisor/manager/ would add a note and advise " you will not receive any more phone calls. '' However, the phone calls continues and by XXXX I had spoken with Loan Care representative over 20 times, from their Collections, General Representatives, and Mitigation department, spending over 30 hours on the phone. This is not including their automated phone calls, with an approximate number of an additional 30 phone calls.
Also in XXXX I received paperwork in the mail, from Loan Care, that I needed to make a payment or my property would be foreclosed. I again spoke with another representative who was finally able to correct Loan Care 's mistake and moved my money to the correct account. I had enough money, that I was one month ahead of payment and still had nearly {$700.00} credit on my account.
However, this did not stop the phone calls, since XX/XX/2021 to XX/XX/2021, I have received an additional 30+ phone calls. Every time I received a live phone call ( where I am speaking with a representative ), I have to tell them to review their notes and ask why they are calling me. Each time they apologize and advise they are from the Collections Department from Loan Care. They each advise they have added a note to my account and I " should '' not receive any further calls... .which is untrue. Today specifically I have received 4 automated phone calls and one live phone call, where the representative called me to tell me his computer is not working and placed me on hold for nearly 10 minutes. I had to ask him several times why he was calling and he would just advise his computer was not working, but to " hold. '' After 10 minutes, he told me to call him back " when my computer is working. '' I advised him I would not call him back, as I am tired of the harassing phone calls and mail.
|
| 12/13/2020 |
Yes |
|
- Trouble during payment process
|
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Web |
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|
My name is XXXX XXXX XXXX. My husband XXXX XXXX XXXX XXXX XXXX and I have had a mortgage loan with LoanCare since XX/XX/2020. We always make our payment via their online service. We have not had any issues making our payment up until XX/XX/2020. On XX/XX/XXXX, I made our payment as usual. I monitor our account very closely. On XX/XX/XXXX, I noticed our payment still had not come out. I logged onto our myloancare account and noticed they had charged us a late fee and a bad check fee. I made a call to their customer service and spoke with a gentlemen ( ID # XXXX ). I explained to him that I was concerned that our account was being charged these fees in error as to we had the money in our account. We went over the my bank account and routing numbers. He said that it appeared my account number was missing a leading 0. Sidenote : I have never entered the leading 0 on previous payments. He told me everything matches up that was the only thing he could see that may cause an issue. I told him to add the zero and run the payment again. XX/XX/XXXX, I again noticed my payment had not been processed and loancare was again charging me with fees. I spoke with a woman ( ID # XXXX ), I explained everything to her and she pulled up my account. We reviewed all numbers again. There were no issues and she said that the issue has to be on my bank 's side. I called and spoke to a man named XXXX and a woman named XXXX at my bank. He pulled my account and told me there was no evidence of an attempt on my bank account from loancare and that there were no bad check fees on my account. On XX/XX/XXXX, I call loancare again and spoke with XXXX. I again had to explain everything to her and how I have the money in my account, i shouldn't be charged bad checks fees and that I needed something done. Somehow they dropped my call which is extremely frustrating after having spoke with so many different people and all i want to do is pay my mortgage. I called back and finally was sent to the manger, XXXX. I expressed my frustration and the issues i was having with trying to pay my mortgage. We again went over my account and routing numbers. She noticed the last person who put my payment through typed the number incorrectly. She corrected the issue and ran the payment through.
Today, I check my loan account and realize again the payment has not been taken out and they are again trying to charge me fees. I am beyond annoyed and irritated now. I don't understand what is going on. I have had no issues before. ALL I WANT TO DO IS MAKE MY PAYMENTS.
|
| 10/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX, my previous mortgage loan servicer, made in error when determining my escrow account payments. They effectively doubled the amount on one of my two tax payments that are required per year. This was done in error in which they aid they were doing an escrow reconciliation.
I tried to resolve with XXXX. However, they never resolved the issue after I sent them multiple RESPA requests. They subsequently sold my mortgage to LoanCare.
My mortgage was then sold to LoanCare/XXXX XXXX. I requested the escrow error to then be corrected by LoanCare. I have requested this 4 times. Each time with a denial that did not fix the escrow error nor made any sense based on the status of my account. It seemed that picking any reason to deny the requests was the only action taken. No investigation into the documents or information provided. Each denial made no sense in respect to the information I provided or the current status of my account.
Since, I made no progress on fixing the escrow error. I then requested that I be able to pay my taxes and insurance myself. Which would also eliminate the overcharges on the escrow.
The last denial from LoanCare stated that my loan to value ration did not yet exceed 80 %.
This is also in error. My loan balance is {$190000.00}. The original loan amount was XXXX. My house currently appraises for minimally {$330000.00}. XXXX and XXXX at $ XXXX. Either way, I meet the criteria to pay my own escrow.
Its very frustrating that I can not get this fixed. My escrow account will be ~ {$8400.00} when the next payment of taxes due XX/XX/2020 is {$3900.00}.
I am being forced to pay a monthly over payment on escrow of {$310.00}.
This is my last step in trying to resolve this situation before filing a claim in the Michigan courts. I have tried to resolve this over 7 times between XXXX and LoanCare current mortgage loan servicer.
Please see attached spreadsheet and screen shots from my account. As well as the last denial letter for me to pay my own escrow.
First, you can clearly see the escrow error. As it states what LoanCare has to pay for my taxes and the amount they are actually receiving.
Regardless, I want to eliminate the escrow altogether.
I want to pay the insurance and taxes myself. I have every right to. No payment has ever been late and my LTV is minimally at 61 % if not better.
Included documents include spreadsheet showing escrow over payment backed up by screenshots from my Loancare account. Also included is documentation regarding how I never missed any payment.
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| 02/01/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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We accidentally made XXXX payments in XXXX month in XX/XX/XXXX. The loan service company, LoanCare, applied the XXXX payment to the principal. We asked for that payment back. it has taken 5 months and ridiculous hoops for us to jump through. We have been in contact with them about twice a week for the last month. All our home mortgage payments have been on time during this.
They finally wired the money back to us on XX/XX/XXXX. But they wired it to us twice!! We did not even notice receipt of XXXX or both until a few days ago and we called them to figure it out and how to repay them. In fact, it all felt like a scam!
In the meantime, we received XXXX certified letters from them over the last 2 days. They were both dated XX/XX/XXXX.
The first one said we were in Default and it threatened Foreclosure at least 6 times. It also said we had not been in contact with them despite many attempts to reach us. We called them immediately, ie., yesterday XX/XX/XXXX. Apparently what happened was that, in order to pay us back, and to repay themselves the double payment they had erroneously paid us, they reversed XXXX past mortgage payments. Then they reapplied them. According to them, this negated our XXXX XXXX, XXXX payment, now making us 5 days late ( after our XXXX XXXX grace period ) for our XXXX house payment that we had made on XXXX. This all made little sense to us, but we asked what we needed to do. We made another XXXX House Payment yesterday, over the phone, which was noted as posted immediately. By the way, that letter we received was described as a canned letter. We were told that no late notice would be sent to a credit bureau.
The second letter arrived today. Again, it was dated on the same day as the first " canned '' letter, and was also a certified letter. But this time, it was a Notice of Default and Intent to Foreclose!! It was also full of lots of wrong information, including that a repayment was due back in XX/XX/XXXX and that it was due by XX/XX/XXXX.
We have been dealing with these idiots for 7 months now! It makes us feel like all they want is our house, which has increased in value by XXXX XXXX dollars in 4 years. We are both elderly, at XXXX and XXXX years of age. We are feeling that this is all elder abuse, never mind pure stupidity and worse professional or administrative ability. But seriously, my husband has had a XXXX and XXXX XXXX and does not need this stress. Neither do I, as I have XXXX XXXX
Please Help us. The company is Loan Care, a service company for XXXX.
thank you
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| 02/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My mortgage is through XXXX bank serviced by Loancare. In XXXX I used 180 days covid Forbearance due to covid related income loss. I requested to end it after 90 days but they somehow had it continue and end after 180. I resumed payments, have never made a late payment. In XX/XX/XXXX I lost my job for having covid. I was out for XXXX days, XXXX of which I had 102+ temps, was out on oxygen, etc. I returned to work on XX/XX/XXXX, and on XX/XX/XXXX the owner of the company told me covid was fake, that sick days werent for the sniffles, that I wasnt allowed to use my sick days for it, and after saying thats not legal in Nj, I was told he makes the rules, not the government, and was told to return my laptop and badge. I paid my XXXX mortgage, but researched and found that lenders are required to extend an additional 180 days of forbearance for covid related loss if the applicant requests. On XX/XX/XXXX I applied to extend my forbearance and received email confirmation that it was received and would be reviewed in 3 business days. On XX/XX/XXXX I called to follow up and they couldnt find the application. They had me reapply while on the phone and completed the interview. On XX/XX/XXXX I called to follow up again, and was now told that Both applications were missing, even though the notes from the XX/XX/XXXX call stated it was reapplied for. I applied a XXXX time, and emailed XXXX loancare through their help portal. On XX/XX/XXXX I received a call in response to my help request and was told they are not required to extend beyond 180 days. I submitted a XXXX application and called back. I was sent to loss mitigation, who confirmed they ARE required to extend an additional 180 days if requested, but when she tried to do it, she now found none of All XXXX applications, just the notes stating they were submitted. Again, I have email confirmation from Every application. She had no idea why they were deleted and told me to call back on Friday XX/XX/XXXX. On XX/XX/XXXX I call and theres still no record, and no one could tell me what to do. I applied a FIFTH time and I asked who I talk to about it because Ive been trying to apply now for over a month, and no one knew an answer. How are they not required to have their act together for this?? I guarantee this is going to Tank my credit score Tuesday even though I have done Everything I am supposed to do to request the forbearance that Im legally entitled to. I am hoping this will force someone that can actually do something about it, to help and correct the situation.
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| 04/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX was my mortgage holder. LoanCare Inc. was/is my mortgage service company. LoanCare Inc. purchased my loan from XXXX XXXX XXXX.
When the purchase was made LoanCare Inc. failed to make the autodraft withdrawal on XX/XX/XXXX as it had done for the last 9 months. I tried to call its customer care line to discuss the issue. I wanted to ensure that a payment was made before XX/XX/XXXX so that no late fee would be given. I was concerned for this issue because countless XXXX/XXXX complaints stated this was LoanCare 's modus operandi.
When I called LoanCare 's telephone number I learned that I had no means to speak to an actual operator. Telephone service would just loop you back around to a worthless computer system. I spent 10 minutes to try to reach a real person but to no avail.
On XX/XX/XXXX I self-remedied the situation by send a one-time mortgage payment through its computer system. I then canceled my auto draft option to ensure that another auto draft payment would not occur. It did this ensure that a double payment would not be made. I took a screen shot of my cancellation to document it so that LoanCare could not deny that it was done.
On XX/XX/XXXX LoanCare ignored my canceled auto draft order and withdrew a second mortgage payment. I spoke to my bank when this occurred. I gave them the proof to my canceled LoanCare autodraft order. I told XXXX XXXX to reverse this second autodraft. I then emailed LoanCare to tell them what I did. I directed them to contact XXXX XXXX to facilitate the correction of its mistake.
On XX/XX/XXXX the second mortgage payment was reversed. Yet, LoanCare charged me a {$25.00} fee/fine saying that my second withdrawal " bounced. '' This fact is not true.
On XX/XX/XXXX I emailed LoanCare to give notice to its mistake and to withdraw its levied fine.
On XX/XX/XXXX XXXX automatically withdrew my mortgage payment even though I had canceled my autodraft payment. This last event is more petty than its earlier behavior because I had intended to make my payment anyway. Yet, it is still an unauthorized withdrawal and it shows LoanCare 's brazen pattern of malfeasance toward its customers.
In sum, I deem LoanCare 's continuous flouting of federal and state laws to be analogous to a criminal cartel that believes that its activities are beyond the law 's reach. In today 's dark times ( Covid-19 ) LoanCare consistently demonstrates that it doesn't care about American citizens. LoanCare 's only goal is to take money from us by legal and illegal means.
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| 10/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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LoanCare became the mortgage services company for my existing loan, to be effective XX/XX/2016. LoanCare provided no correspondence prior to the due date. I received a letter from the old mortgage company, and submitted payment to the address on the letter so I would not have a late payment. I confirmed with my bank that the payment went through XX/XX/XXXX, and resubmitted it XX/XX/XXXX. Each payment was for {$3800.00}. On XX/XX/XXXX I received a statement stating no payments had been received since XX/XX/XXXX. I called customer service after checking with my bank, and advised them I had proof of payment. I was told that I need an electronic statement from my bank, but XXXX XXXX told me that the proof of payment I provided was all that could be submitted. It was determined that the account number which I had on my payment was the incorrect account number and my payments were credited to someone else 's account, but LoanCare refused to make the correction at that time. The representative told me " How can we be sure you did not mean to pay someone else 's loan instead? ". To be clear, my account showing was past due for XX/XX/XXXX and XX/XX/XXXX, and they had my payments for XX/XX/XXXX and XX/XX/XXXX, which came in with my name on them, and my home address matching, and this was their response. Additionally, I informed them that I was upset to never have received a phone call, which they argued with me stating they did, treating me as if I am a liar. I have all of the call logs through XXXX and they never called once. I was told I would receive a phone call to confirm that the issue was resolved, but they never called me back. I was assured by Customer Service Rep XXXX # XXXX that this would not be reported to the Credit Bureaus, but I learned on Sunday, after having my credit limit dropped by XXXX, that in XX/XX/XXXX, they have reported my account as 60 days past due, and that has resulted in my score dropping from XXXX to XXXX. This has an immediate and very serious impact on me and my husband and it is through the carelessness of LoanCare.
Furthermore, when they made the adjustments to my account, I do not believe they appropriately adjusted the interest and they are over charging me for 60 days on {$330000.00}, even though they were in receipt of those funds on time.
Additionally, I have provided my contact information multiple times and it still does not appear on my customer profile. This is negligent and increases the likelihood that this type of problem exists for their customers.
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| 05/02/2018 |
Yes |
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- Trouble during payment process
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Web |
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Due to Hurricane XXXX in XX/XX/XXXX, we were granted a 6month deferment thru XX/XX/XXXX with LC.
However in the interim : ( 1 ) they have reported us negatively to all 3 Credit Bureaus - after saying we wont receive delinquent fees or reporting ; ( 2 ) they have yet to provide us with an itemized payment report per XXXX XXXX, a Supervisor, stated he was going to mail that report ; and ( 3 ) The ENTIRE STAFF is ALWAYS rude, condescending, impatient, & unknowledgeable of the status of our modification.
We have resumed our monthly payments & cleared 4 of the 6 payments in arrears. But when we call in with questions, we are consistently told that we must speak w/a Rep from the Loss Mitigation Dept. - but good luck w/that! No one can tell us " who '' our Rep is & when we are given a contact name, that contact is constantly reassigned so we are never clear " who '' is our current point of contact. That person NEVERS returns messages either emailed or verbally left w/the Customer Service & Collections Depts. XXXX XXXX in the Underwriting Dept. was supposed to call us regarding the status of our modification it never happened!
Our monthly payment amount has fluctuated via a written statement & via verbally told by a Rep. The only explanation provided was, " disregard that statement - you will get a new payment amount when the underwriter completes your modification. '' Currently, we are unable to access our account online XXXXdue to this supposed " modification process '' - but guess what LC, WE HAVE BEEN TRYING TO PAY THE 2 ARREARAGE PAYMENTS!!! This process has taken forever, so we dont want nor need your modification with only a {$4.00} reduction in monthly payment!!!
After experiencing Hurricane XXXX & hearing the recording that said LC was here to help - we do not feel valued as their new consumer nor do we receive respect from ANY of their employees ( employee # XXXX on XXXX @ XXXX CST ) when we call in. This includes extremely rude supervisors, such as XXXX XXXX that shouted @ me on XX/XX/XXXX @ XXXX CST. We have even had employees disconnect the call, after we have asked to speak w/a supervisor.
Again, LC is attempting to collect a debt well, we have been attempting to pay a debt - but since our initial phone call in XX/XX/XXXX after Hurricane XXXX, we have had the worst experience ever with a company who holds the mortgage on our largest asset. YOUR ORGANIZATION SHOULD TAKE A CHAPTER FROM XXXX & CLOSE FOR AN AFTERNOON TO PROVIDE PROFESSIONAL, COURTEOUS & EDUCATIONAL TRAINING.
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| 12/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Due to my recent divorce, I wanted to refinance the house in which I lived in my name only. The mortgage was originally taken out at XXXX XXXX XXXX, XXXX, Iowa and they sold the original mortgage to Loancare , LLC. It is against Loancare , LLC I am filing my complaint.
I went to XXXX XXXX XXXX XXXX and applied for a new mortgage in my name only. The lending department at XXXX was instrumental in reworking a new mortgage and they proceeded to seek a payoff from Loancare , LLC starting on XXXX/XXXX/XXXX. A payoff due Loancare LLC of {$200000.00} was received by XXXX onXX/XX/XXXX. ( Reference the attached notes from XXXX, the loan officer, to see the efforts made to receive this initial payoff ). On XXXX/XXXX/XXXX a second, and new payoff in the amount of {$190000.00} was received by XXXX. This payoff used the wrong good through date of XXXX/XXXX/XXXX instead of XXXX/XXXX/XXXX as the payoff ; in addition, the total loan amount due was both printed wrong and added wrong!
XXXX assumed, for reasons in XXXX notes, the second payoff was correct and they wire-transferred {$190000.00} to Loancare LLC on XXXX/XXXX/XXXX when it came out of rescission. A third payoff letter then arrived at XXXX on XXXX/XXXX/XXXX in the amount of {$200000.00} stating the payoff was made after XXXX XXXX, XXXX so another month of interest ( {$770.00} ) was added.
At this point, I made four phone calls over several days including a conference call at and with XXXX loan officers. Typically, I was put on hold for long periods ; told there was no one in management available ; or the phone simply went unanswered during regular business hours. I then went to XXXX wondering what to do next. The loan department went to XXXX XXXX XXXX XXXX, Chief Operating Officer at XXXX for help. He made several attempts to reach Loancare LLC and on one attempt was on hold for fifty minutes.
Now, as of XXXX Loancare LLC has issued a fourth payoff in the amount of {$200.00}, XXXX stating yet more charges were added to the loan. This is beyond reason! Through this entire process, XXXX made more than ten phone calls to Loancare LLC and I made at least four. All the attached evidence clearly shows Loancare LLC made the errors that created this mess. What is most frustrating is their admission they were in error but still unwilling to remove the extra month of interest and putting the amount owed back to {$200000.00} ; if not actually XXXX which they said was due and which XXXX wired to Loancare LLC as requested on the Loancare LLC wire.
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| 12/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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On XX/XX/XXXX, I purchased a property that will be under a tax abatement program ( PILOT or Payment In Lieu Of Taxes Program ) for the next 20 years. Under this program, I am only liable for a certain percentage of the property taxes : 50 % for the first 3 years, 65 % for the next 16 years and 80 % for the last year.
My mortgage, as well as my escrow are serviced by LoancareXXXX XXXX XXXX XXXX Unfortunately, LoancareXXXX XXXX XXXX is unable to successfully process XXXX XXXX property tax bills.
In XX/XX/XXXX, LoancareXXXX XXXX XXXX started charging me 100 % of the tax rate ( instead of the 50 % required by law ) and they missed the tax payment for the fourth quarter of XXXX ( due date of XX/XX/XXXX ). Since LoancareXXXX did not process my notices of error on this topic, I had to submit a complaint to the Consumer Financial Protection Bureau XXXX XX/XX/XXXX ( Complaint Number XXXX ) so that LoancareXXXX would bill me and pay XXXX town the appropriate amounts. After that complaint was resolved in my favor, LoancareXXXX started charging me the correct XXXX XXXX amount and refunded the late fee to my escrow.
Unfortunately, LoancareXXXX again XXXX the tax payment for the third quarter of XXXX ( due by XX/XX/XXXX ) and also charged a late fee of {$26.00} to my escrow on XX/XX/XXXX. After this miss, LoancareXXXX issued an adjusted Annual Escrow Account Disclosure Statement on XX/XX/XXXX and sent me a letter indicating that I was to be responsible for tax payments since PILOT was considered a supplemental/special assessment and they were not responsible for these payments. Under this new statement, LoancareXXXX were not collecting escrow for XXXX XXXX payments and I was responsible for making those payments directly to the town. I was happy with this arrangement and I started making payments directly to the town ( See the XX/XX/XXXX payment receipt attached of my XXXX XXXX payment to the town ). However, LoancareXXXX did not take responsibility for the late fee of {$26.00}.
On XX/XX/XXXX, I received a new Annual Escrow Account Disclosure Statement ( the third in XXXX ) indicating that LoancareXXXX were again going to begin collecting taxes in the escrow to pay the town for my PILOT/Property Tax bills.
It is evident that Loancare/XXXX are incapable of processing my XXXX XXXX payments and they are consuming a significant amount of time and money from my side. I have also demonstrated that I am able and willing to manage XXXX XXXX payments on time directly to the XXXX XXXX XXXX.
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| 09/09/2022 |
Yes |
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Web |
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We sold our house on XX/XX/2022. On XX/XX/2022 I received a call from LoanCare ( XXXX XXXX stating that the payoff for our house provided to XXXX XXXX XXXX in XXXX Texas was inaccurate. On XX/XX/2022 I received an email with a payoff for our mortgage that I had not requested. I contacted XXXX XXXX and spoke with XXXX XXXX who informed me that XXXX XXXX had made the request to receive the payoff via fax. She asked me to forward the payoff to her email- which I did. The payoff given on XX/XX/2022 ( which was good through XX/XX/XXXX ) by LoanCare listed a principal balance of {$160000.00} and an additional balance of {$8200.00} which was the down payment assistance we received through the FHA loan program. The call on XX/XX/2022 with XXXX from LoanCare stated that the payoff did not include the interest which was to be an estimated {$5600.00}. XXXX informed me that LoanCare could not accept the wire transfer from XXXX XXXX due to the payoff discrepancy. I contacted XXXX XXXX and spoke with XXXX XXXX. She spoke with her compliance department and called me stating that she had been directed to pay the original payoff given plus the additional {$5600.00}. She let me know that once this is done XXXX XXXX would send a judgment letter to myself and my husband to reimburse XXXX XXXX the {$5600.00}.
When we spoke to LoanCare the week of XX/XX/2022 an employee confirmed that the payoff sent to us on XX/XX/XXXX was incorrect and the payoff XXXX provided which was good through XX/XX/XXXX was in fact the correct payoff statement. We were directed to the escalation department. They created a case number and told us this would be researched and we could reach out to them for updates on the case. We explained to them that since this payoff was generated by LoanCare they should accept responsibility for the inaccurate calculation and accept the payment from XXXX XXXX as satisfactory to pay off the mortgage. XXXX at XXXX XXXX told me that since the payoff was sent to my email I would be responsible. I reasoned with her that I did not request nor initiate sending the payoff to XXXX XXXX. LoanCare sent it to me by fault and XXXX at XXXX XXXX asked me to send it to her- not knowing that she should have made another request to LoanCare to receive it directly. Since the transcation has already taken place - the house has been sold and recorded with the state of Texas for XXXX weeks now, LoanCare should accept the payoff of the loan and the loss of interest and complete their portion of the transaction.
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| 11/27/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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I HAVE CALLED AND MADE SEVERAL ATTEMPTS TO MAKE MY XXXX MORTGAGE PAYMENT SINCE XXXX OVER THE PHONE BY CALLING XXXX WITH LOANCARE MY MORTGAGE SERVICER. I HAVE NO HAD ANY LUCK GETTING ANYONE TO ANSWER MY CALL UNTIL TODAY AT XXXX XXXX AND THE REP I SPOKE WITH INFORMED ME THAT THEY ARE NOT ABLE TO ACCESS ANY ACCOUNT INFORMATION AND NOT ABLE TO ACCEPT MY PAYMENT UNTIL SYSTEM ISSUES ARE RESOLVED.
THE REPRESENTATIVE ALSO ADVISED ME THAT MANAGEMENT HAS NOT DECIDED IF THEY WILL REPORT LATE PAYMENTS AND CHARGE FEES IF THEY ARE NOT ABLE TO RESOLVE THE SYSTEM ISSUES ON TIME FOR XXXX. THE FACT THAT THE REPRESENTATIVE IS UNABLE TO PROVIDE ANY FURTHER INFORMATION MAKE ME WORRY THAT MY PERSONAL INFORMATION HAS BEEN BREACHED AND HAVE NOT RECEIVED ANY STATEMENT FROM LOANCARE ABOUT WHAT IS HAPPENING IS HIGHLY UNACCEPTABLE. I ALSO ASKED THE REPRESENTATIVE TO PROVIDE ME WITH A CUSTOMER SUPPORT EMAIL ADDRESS TO DOCUMENT MY ATTEMPTS TO MAKE PAYMENT, AND INQUIRE ABOUT WHAT IS HAPPENING. AFTER BEING ON HOLD FOR 8 MINUTES THE REPRESENTATIVE HUNG ON ME AND STILL HAVE NO IDEA WHAT IS GOING ON.
I HAVE FILED A COMPLAINT WITH THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING AND HAVE COPIED THIS ON THIS EMAIL WITH EVERY EMAIL ADDRESS I HAVE ON FILE FOR LOANCARE ALONG WITH THE SCREENSHOT FROM MY CELL PHONE DOCUMENTING MY CALL TODAY WITH THE TIME.
I WOULD REALLY APPRECIATE SOMEONE REACHING OUT TO ME TO IFNROM ME WHAT IS HAPPENING AND IF MY PERSONAL DATA HAS BEEN COMPROMISED FROM A BREACH AND ALLOW ME TO MAKE MY XXXX PAYMENT.
I WILL NOT ACCEPT LOANCARE REPORTING A 30 DAY LATE PAYMENT ON MY CREDIT REPORT WHEN I HAVE ATTEMPTED TO MAKE MY PAYMENT BEFORE THE END OF THE MONTH.
I WILL SEEK LEGAL ACTION IF LOANCARE REPORTS 30 DAY LATE PAYMENT IF THEY ARE NOT ABLE TO ACCEPT MY MONTHLY MORTGAGE PAYMENT, I HAVE ALSO ATTEMPTED TO TRY AND MAKE PAYMENT ONLINE AND THE PAYMENT PORTAL IS DOWN. I DON'T FEEL CONSUMERS SHOULD BE PUNISHED WHEN THEY HAVE NO CONTROL OR RECEIVED ANY COMMUNICATION FROM LOAN CARE ON WHAT IS HAPPENING.
PLEASE HAVE SOMEONE REACH OUT TO ME DIRECTLY TO GIVE ME ANSWERS AND ALLOW ME TO MAKE MY PAYMENT.
I ALSO ASKED IF I WERE TO OVERNIGHT A CHECK TO THE XXXX XXXX ADDRESS AND IT DOES NOT GET PROCESSED BEFORE THE END OF THE MONTH, WILL MY PAYMENT BE REPORTED LATE? THE REPRESENTATIVE COULD NOT PROVIDE ME WITH AN ANSWER.
PLEASE REACH OUT TO ME ASAP, BELOW IS MY NAME, ADDRESS, PHONE NUMBER AND ACCOUNT NUMBER.
THANK YOU XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 10/13/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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We received a letter in the mail from XXXX XXXX XXXX, XXXX/LoanCare dated XX/XX/XXXX.
It stated that " FHA has recently announced new options for customers ' existing forbearance '', they had listed FHA COVID-19 partial claim and COVID-19 Loan Modification. It stated " These options do not require that you submit documentation for review, but we must speak with you first to begin the review process ''. On XX/XX/XXXX, we called XXXX XXXX XXXX, XXXX/LoanCare at XXXX, to speak with them to apply, My husband talked to the representative and applied for the FHA COVID-19 Loan Modification, this required no paperwork the representative just needed to ask a set of questions. We answered these with the rep, then the rep said that is all they needed and that it needed to be reviewed by next department and then we would find out if approved or not. Per the letter, approval of the FHA COVID-19 Loan Modification could take up to 10 days, but could be less. We heard back from no one for a week. We called back XXXX XXXX XXXX, XXXX/LoanCare at XXXX on XX/XX/XXXX. 14 days after it was submitted, this was overdue in the 10 days or less they said it should take. This day they transferred our call to the Loss Mitigation Department. The Representative in the Loss Mitigation Department told us that the notes in her computer say it was started but not completed so she completed it while we were on the phone, and put n a request to Loss Mitigation area that reviews to check our request. Then we heard nothing. Today, XX/XX/XXXX, we called XXXX XXXX XXXX, XXXX/LoanCare at XXXX. Got transferred to the Loss Mitigation Department. The representative that answered said that we have no application started and we needed to file that out and submit paperwork. We told her that we didn't need to do that as we have already been through the steps per the letter and we want to know when the approval is going to be done. It should have been done 10 days after XX/XX/XXXX, we are now going on 24 days with hearing nothing. The representative was not very professional she got louder and she just kept saying that we need to apply and we have done nothing to try to apply. We asked for a manager ad she would not transfer us. The then hung up on us.
We need this approval to be completed. We did all that we were told to do for the FHA COVID-19 Loan Modification. Our Forbearance is running out on XX/XX/XXXX. We were forced to extend our Forbearance to cover us for now until the FHA COVID-19 Loan Modification processes.
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| 06/20/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, I made a call to Loancare to make my mortgage payment. I asked the rep to help me sign up for autodraft, so I could more conveniently make payments. She did so. I told her the XX/XX/XXXX of every month. My mortgage is up to date, and my payments are around 660. So I was pretty shocked to see my bank statement come up as Loancare debiting my account on XX/XX/XXXX for XXXX, which is a lot more than my mortgage payment. Immediately I called them up. They said there was no history of any payment for XXXX. I told them my bank statement said otherwise. I sent the bank statement in to the payment department and received confirmation they received it. I also obtained the ACH transaction details from that draft and sent that in too. Within 48 hours, they emailed to say my issue was resolved. When I called them, they claimed I had actually sent in two separate payments, one for the amount and then extra. I told them I most certainly did not and I dont have the kind of cash to be doing that. The call was dropped, no one called me back. So I called again. This woman told me that the extra money had been applied to the principal, paying me up until XXXX. I told her thats not what I asked for, I wanted my money back, and she said she would forward it over to a supervisor for a call back. I never got one, so I called again. Yet another rep told me my check was in the mail. I thought this whole nightmare was over, and then I got an email saying my running bank statement was not enough proof that the XXXX had cleared my account, only that it had been attempted. So I went to my bank again, and I resent my bank statement, the transaction details, a letter from my bank stating that the payment had cleared the account and affected my balance with a phone number and an invite to call them with questions, as well as a screenshot of transactions showing the payment successfully being debited from my account and a positive balance after. And still I have no refund. Ive asked them never to autodraft my account again, because they claim there was no autodraft yet they went in and took a random amount out of my checking account somehow. Im in fear for what they will take out next month ans whether I will see any of my hard earned money again. I have had to spend at least four hours during work time, postpone important vehicle repairs, and undergo serious stress due to this. Whatever evidence I show this company that I made this substantial payment, they deny it and ask for more evidence.
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| 08/23/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is the actual letter that I am sending them, I am upset that they continue to tell me that the Mortgage is behind when the mortgage assistance program was utilized so there would not be any mortgage payment in default.
I have no A/C in this home and have to have a letter stating that the mortgage is current so that the a/c company can finance the a/c unit.
XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Re : Loan XXXX I spoke with XXXX ID XXXX at Loan Care, on XX/XX/2022 in reference to the loan modification/mortgage assistance, I have a ac unit that has stopped working and in order to have it finaced, the finance company has to have a letter stating that the mortgage is current and up to date.
I spoke with XXXX and he told me that I owed {$690.00} and the account would be current.
In XXXX, I signed a new revision for mortgage assistance, notarized and sent back to Loan Care, which brought the note to {$780.00}, I had to file a complaint on Loan Care back then so the new amount due for the loan would reflect on the website instead of XXXX, since XX/XX/2022, I have paid the mortgage amount of {$840.00}, XX/XX/2022, {$840.00}, XX/XX/2022, {$840.00}. It should have read {$780.00} starting on XX/XX/2022.
I asked XXXX at Loan Care, how can the loan be not current when I signed for mortgage assistance and how can the mortgage be behind, when there was mortgage assistance that paid Loan Care, XXXX could not come up with any answers, basically wanted to argue over this {$690.00} that shows that I still owe, after mortgage assistance paid the loan so it would be current.
On the website, it reads XX/XX/2022 Next Payment Due {$780.00} Total Scheduled Payment {$100000.00} Current Principal Balance {$30000.00} Year-to-Date Total Payments XX/XX/2022 Last Payment Date {$0.00} Outstanding Late Fee Balance, Please explain how the mortgage shows paid {$30000.00}, balance is {$100000.00}. But I am still not current and up to date in payments.
There is no Outstanding Late Balance Fee??? Reads XXXX on the Dashboard.
Did the FHA mortgage assistance pay the Loan Care mortgage the amount of {$30000.00}, leaving the balance of loan at {$100000.00}?
Why is payment due on XX/XX/2022, when it is already paid?????
I want answers to these questions????
Send a letter to XXXX XXXX XXXX XXXX, XXXX, TX XXXX.
While I sit here with no A/C and you have the money from the Mortgage Assistance program for the {$30000.00}, I would like some answers!!!!!!!
Sincerely, XXXX XXXX
|
| 12/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Purchased home XX/XX/2020 mortgage through XXXX home loans. First payment XX/XX/2020 XXXX made online to XXXX on XX/XX/2020. Second payment due XX/XX/2020 XXXX made again online to XXXX on XX/XX/2020. Received a letter on XX/XX/2020 from Loan Care stating my loan had been transferred from XXXX to Loan care as of XX/XX/2020. Any payments prior to XX/XX/2020 could still be made to XXXX loans. I made my payment correctly to the letter received attachment included. XX/XX/2020 received a letter from loan care stating i am deliquent on my XXXX payment. Called loan care customer service 7 times in XXXX stating i have proof XXXX bank statements XXXX showing XXXX to XXXX sent to loancare on XX/XX/2020 XXXX call to XXXX. loan care rep stated would escalate this again to a supervisor to allow 7 days. Called XXXX loans and was sent payment history showing payment made for XXXX. XX/XX/2020 seen no change on loancare.com for payment being behind. Called loancare customer service was told by rep payment received XX/XX/2020 was applied to XXXX and was behind. Stated once again invalid sent in bank statement showing payment taken XX/XX/2020 to XXXX home loans hard posted XX/XX/2020. Loan care rep stated nothing can be done with my principal payment XXXX in unapplied payment because did.not know.where it needed to go. I set up a 3 way call with XXXX loans and loancare on XX/XX/2020 XXXX XXXX rep stated to loan care rep XXXX payment was applied on XX/XX/2020 and was included in the payoff transfer amount given to loan care in amount.of XXXX. XXXX stated would XXXX follow up with supervisor allow 7 days. Today XX/XX/2020 received email from XXXX stating my bank statement for XX/XX/2020 payment of XXXX to XXXX loans hard posted XX/XX/2020 was not sufficient proof of payment. Submitted today XX/XX/2020 XXXX XXXX payment history to payment XXXX called loancare again asking for follow up. Rep stated again no reflection of payment showing and still behind. I asked to spean to the supervisor. Was told supervisor would give me a follow up call after XXXX XXXX-XXXX because of my work schedule. No call received. Loan care rep just states i have respa protection for this. It has been 30days and no resolution. I have once again reached out to XXXX XXXX spoke with the orginal mortgage lender for my loan and was told this would be taken care of. I am frustrated and stressed out and do not want this to reflect on my credit score. I made my payments have proof and want loancare to be investigated.
|
| 10/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX - We ( my husband and I ) closed on a home using a local-to-us title company. Shortly after ( less than one month ) our loan was sold to LOANCARE. Our closing documents as well as our Initial Escrow Account Disclosure Statement, lists XX/XX/XXXX as when County Property Taxes in the amount of {$960.00} would be paid. This amount also reflects the amount that was in the escrow account at closing, before our first mortgage payment after close.
XX/XX/XXXX - Received a " Refund to Borrower '' check from LOANCARE for the amount of {$700.00}. The paperwork included only stated that our escrow account was in surplus, so the amount was returned to us.
XXXX - Received a letter from the XXXX County District office stating that our property taxes were late, and were incurring late fees. At this point, I called LOANCARE to ask about why our taxes were late. At this time, via telephone, we were told that this issue would be taken care of, but we were not offered any other explanation for what happened.
XX/XX/XXXX - Statement date for our Annual Escrow Account Disclosure. It reflected our escrow account to now be in a projected shortage of $ XXXX. Upon receiving the letter, we called LOANCARE to ask about the projected shortage. We were not given any direct answers. Instead, we were only told that our taxes had been paid on our behalf from our escrow account. I asked why we were sent a refund check if these taxes had not been paid yet. I did not receive a clear answer. We were only told that the taxes were not paid initially because the due date was too close to our closing date. This is not true. We closed on XX/XX/XXXX, and the taxes were not due ( PER THE DISTRICT OFFICE ) until XX/XX/XXXX.
XXXX - We retained a lawyer who suggested writing a certified letter ourselves, and offered advice on what questions to ask. We did so, received a receipt that the letter was received, and waited. Eventually, we received back information that we did not believe answered our questions.
XX/XX/XXXX - We paid our lawyer to send a certified letter of his own. Since this date, he has not received a response from them. I am unsure if this involves any receipt of signature or not.
XX/XX/XXXX - I call LOANCARE in order to inquire about the status of our letter via lawyer. Per the customer service rep I spoke with, they received no letter.
XX/XX/XXXX - We have retained new legal counsel in order to more aggressively pursue answers. This is also the date of writing this complaint.
|
| 05/11/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I entered into a Forbearance Plan with LoanCare , LLC, effective XX/XX/XXXX through XX/XX/XXXX. The agreement states, " If your loan was current at the time of entering into this Forbearance Plan, then each month you are in the Forbearance Plan, we will report the status of the account to the credit reporting agencies as current. If, however, your loan was delinquent prior to entering into the Forbearance Plan, we will maintain that delinquency status during the term of the Forbearance Plan. If you are able to bring the loan current during the Forbearance Plan, we will report the account as current. '' When I entered the plan, the account was not delinquent. I made the XX/XX/XXXX payment on XX/XX/XXXX ( which was 29 days late, but not yet 30 days late ). A late charge was assessed to my account on XX/XX/XXXX, as the payment was not received between XX/XX/XXXX and XX/XX/XXXX. Therefore, I entered into the Forbearance Plan with my account in good standing. I continued to make payments while under the Forbearance Plan in both XXXX and XX/XX/XXXX ( on XX/XX/XXXX and XX/XX/XXXX respectively ). I did not make payments in XXXX, XXXX, or XXXX of XXXX ( as allowed under the Forbearance Plan ) and according to the rules of the Forbearance Plan, these missed payments are not to be reported to the credit reporting agencies. I completed the sale of the property for which this mortgage was secured on XX/XX/XXXX. LoanCare , LLC received the total payoff of the loan including the outstanding balance, the missed payments for XXXX of XXXX, and all the late charges due on the account. This payment was made within the Forbearance Plan term, and according to the rules of the Forbearance Plan, bought the account current and requires LoanCare to report the account as current to the credit reporting agencies.
In fact, LoanCare issued a {$220.00} refund check back to me on XX/XX/XXXX due to overpayment of escrow on this account. However, in violation of the terms of the Forbearance Plan and the federal CARES Act, LoanCare , LLC reported this account as paid, but 90 days late to XXXX. I demand that LoanCare , LLC correct this information immediately, as this account was paid in full during, and according to the terms of the Forbearance Plan. This is a malicious attempt on behalf of this company to harm me personally as a consumer and violates my rights under the Consumer Financial Protection Act. I have attached documentation supporting my account above, to validate the veracity of my claim.
|
| 02/26/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
In short, our Title Company and original Mortgage Company both paid our real property tax for the second half of XX/XX/XXXX (due on XX/XX/XXXX)- paying double for our 2nd half property taxes and depleting our escrow account. Additionally the original property tax amount that was supposed to be withheld was based on a XX/XX/XXXX DC appraisal rate (not our new development home), so there was additional property taxes needed to be paid. The Loan was transferred to LoanCareXXXX in late XX/XX/XXXX, and they immediately decreased our loan amount by XXXX a month. I called and asked them why they decreased it and was told "to not worry about it as its normal". I explained that I couldn't imagine how that could be with the improper property tax amount, and asked them to look into it. They never did.
Come XX/XX/XXXX, and our loan payment increased XXXX dollars. Upon calling LoanCareXXXX, they said that it will continue that increase for all of XX/XX/XXXX, explaining that my escrow account was depleted and required a certain amount at the beginning of each year to meet escrow, PMI and DC property taxes. I discussed with the original mortgage company and title company and they identified the issue that the Title company inadvertently paid the taxes twice- emptying our escrow account (which shows up on public record for the DC government). All XXXX of us (Original Mortgager, Title Company and Myself) called LoanCareXXXX to explain the situation and ask for an adjustment given enough was paid for the XX/XX/XXXX 1st Half DC property taxes due on XX/XX/XXXX. LoanCareXXXX said that "they do not look at the DC government tax website when calculating these rates and will not do so" and that their "property tax department doesn't talk to the escrow department". We explained though that without checking with the government on how much taxes are owed for XX/XX/XXXX 1st half, they would be paying an unnecessary surplus...and withholding an unneeded amount in our monthly payments. The agent got frustrated and told us to send the tax information to LoanCare. I did so on XX/XX/XXXX both via email and their online email system. At this point, the payments listed have not changed, DC government says they cannot return any property tax payment, and LoanCareXXXX has not contacted me back about how they are going to make the proper adjustment.
In short, we just want to pay what we actually owe and have our loan service due their legally required due diligence in serving our loan.
|
| 09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Until recently I had my Mortgage loan with.XXXX XXXX XXXX. My loan was sold to Loan care. XXXX XXXX XXXX XXXX XXXX, VA XXXX. ( XXXX. So as of XXXX my new payment would be going to the new company. My loan is due on the XXXX of every month.
I noticed that no withdrawals had been made. On XX/XX/XXXX. XXXX I contacted loan care and asked if they had automatic deductions set up. For my account since my loan was rolled over and had auto deductions set up previously with XXXX XXXX XXXX They stated they did not. So I made a payment over the phone. Setting up the auto deduction with loan care representative.
When I checked my account I noticed two transactions were processed For {$2600.00} the auto deduction and the phone payment made.
I have been calling and submitting statements since XX/XX/XXXX, I have been getting the run around. I received an email that the bank statement I submitted was not sufficient, the next day on contacted them. I was placed on hold for over 45 minutes. When I asked specific instructions on what they requested I also got different responses.
On XX/XX/XXXX I received another email that they could not read the statement from the bank with its name and address clearly showing. So, that afternoon I went to my bank and got a signed letter head clearly showing everything they requested. Along with the two transactions that were processed.
On XX/XX/XXXX I called to check on the status and they stated that they could not read the copy from the bank, but the letter from the bank was ok. I advised supervisor that I had multiple copies Showing clearly the type transactions. She advised that this would be sufficient.
I have been waiting for my money to be refunded to my account but nothing. So I called on the XX/XX/XXXX. Meanwhile I have not received nothing via email that anything was needed. So when I called XX/XX/XXXX I asked to speak to Supervisor and she advised that I would have to call on Monday XX/XX/XXXX to get my tracking number. I thought that was strange. Because I know you receive that via email so I called XX/XX/XXXX speak with another representative and she tells me that have to provide another statement from my bank to show it was CLEARED. That is ridiculous it was not a check. It was taken from the company directly. XX/XX/XXXX I re- submitted another statement showing All of the information with the two double Mortgage withdrawals. I am very frustrated I hope that this can be resolved soon.
They asked on XX/XX/XXXX XX/XX/XXXX
|
| 02/01/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
LOAN CARE XX/XX/XXXX sent to me on a new loan account XXXX with at top right loan # XXXX and # XXXX then added XXXX in front of that # XXXX from XX/XX/XXXX to XX/XX/XXXX i made payments on the 5 th of months XX/XX/XXXX to XX/XX/XXXX never late XX/XX/XXXX to XX/XX/XXXX when i saw the XX/XX/XXXX payment sent back in mmy account as a loan care refund XX/XX/XXXX .I tried all of the numbers no one could give me any answers.I called the corporate office ( attached is my phone bill ) stayed on hold twice XXXX minutes 2nd time XXXX minutes. After many transfers i was able to get their reason.See the loan care notes from the file i insisted on.They claimed they sent letter to have me send payments to a different address.I was not at home in XXXX OR XXXX until i did receive a notice of default I had set up my bank acct bill pay automatic.When the refund came in i was in shock.Not even a phone call.I made another payment after XXXX PAYMENT XXXX POSTED OK XXXX XXXX XXXX I SET UP A BILL PAY FROM MY ACCT AT SAME BANK WITH DIFFERENT BANK ACCOUNT NUMBER to be just for this payment ..somehow i did it so it was making double payment..Finally after so many calls the new servicer XXXX XXXX XXXX FINALLY IN XX/XX/XXXX gave me a correct loan # and where to pay .DOUBLE PAYMENTS FROM LOAN CARE 20 days after the double payments redeposited into my account..Loan care should have forwarded payment then send me a letter.NEVER HAPPENED THAT WAY. I ALSO RECEIVED from Loan care a letter claiming i had no insurance for my CONDOMINIUM TELLING ME HOW EXPENSIVE IT WOULD BE.Again hours on the phone.They had a binder from my agent in escrow that closed XX/XX/XXXX with the TRUE INFORMATION THIS IS NO CONDO I HAVE HAD SAME INSURANCE COMPANY SINCE XXXX .Been owner sice XXXX .Single family residential fourplex .conforming in a neighborhood of the same kind or property. LOAN CARE REFUSED TO SEND ME CORRECTED TAX INFO WITH THE THREE PAYMENTS MADE IN XXXX. I have a copy to put with this.Showing proof of all that i just said .Loan care refused to give me any of my information .Loan Care refused to correct the transfer of payments or correct the tax mortgage % statement.Loan Care i just ran my credit which is NO LATE PAYMENTS ANYWHERE ON MY CREDIT loan care put three late payment XXXX 1 in XX/XX/XXXX when i was paying double because of the wrong information and four different loan numbers all for XXXX XXXX .Loan Care does this to make it look like you are behind in payments ..Refuse to fix the errors they make.
|
| 05/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Dear CFPB : LoanCare LLC sold our loan ( number XXXX ) for our home located at XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX to another loan company, XXXX XXXX, in XXXX.
We are due a {$4000.00} escrow refund check, which we've yet to receive, and is now 3 years late.
On XX/XX/XXXX, I received a letter from LoanCare ( see attached ) stating " We issued you check number XXXX for your mortgage loan in the amount of {$4000.00} on XX/XX/XXXX. Refunds are usually due to excess funds in the escrow account. As of XX/XX/XXXX, our records indicate that this check has not been cashed. '' This letter sent to me dated XX/XX/XXXX arrived at our new address in XXXX XXXX, so LoanCare clearly knows where to find us. It included directions about filling out the form ( which I've attached ) and mailing it to a po box . I did this immediately. We received no response.
I followed up with LoanCare on XX/XX/XXXX. They claim to have no record of our mailed written response. They told me to email the form to XXXX. I did this on XX/XX/XXXX. I received an automatic reply ( attached ) that I would receive a response in 4-5 business days. I received no reply.
Today I called again, and the Loancare representative said that this email address does not exist. She also said that there is no phone number for me to call in order to speak directly with any division. She suggested that I send a fax. I do not own a fax machine.
I see hundreds of complaints about this EXACT same issue : XXXX XXXX XXXX I have no proof that LoanCare mailed the original check. USPS sends me photos of all forthcoming mail. We resided at our former address XXXX XXXX XXXX XXXX XXXX XXXX ( where LoanCare claims to have sent a check ) until XX/XX/XXXX. Our mailbox was a locked device only accessible by us and the post office. We never received a check from LoanCare.
As my phone records and emails prove, I contacted Loancare numerous times in XXXX about our escrow refund. LoanCare representatives insisted that they did not owe me any refund, and never mentioned issuing this check.
LoanCare is clearly not working in good faith to resolve this in any manner.
Please help me resolve this.
My desired outcome is that someone from LoanCare contacts me and also immediately issues my three-year-late escrow refund check for {$4000.00} and sends this check to me immediately at : XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX phone : XXXX email : XXXX XXXX
|
| 03/23/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Good Afternoon, Consumer Financial Protection Board ( CFPB ), I'm writing to your department today to initiate a complaint against XXXX Bank and their servicing company LoanCare. My complaint is in regard to escrow shortages for XXXX under XXXX Bank XXXX and for XXXX ( under LoanCare ).
The last two years my escrow shortages have been {$1000.00} for XXXX and now for XXXX {$1100.00} respectively. I've checked with my Insurance Company and the tax collector and my insurance and taxes have increased {$270.00} and {$290.00} respectively. My question is how is my escrow shortage over {$1000.00} or {$1100.00} for {$2000.00} and XXXX when the increases in taxes and insurance is under {$300.00}?
I've approached the bank numerous times and can't get a satisfactory answer. if my payment for XXXX increased from $ XXXX {$1100.00} to cover the 1st escrow shortage over 60 months XXXX my request ), then isn't bank, per their own statement in writing collecting this shortage over 60 months per that payment? Is the new payment for XXXX of {$1100.00} collecting the escrow shortage of {$1100.00} over 48 months? I'm confused by this basic math.
The Bank and loan servicer is telling me that isn't how escrow works. After collecting the shortage for 12 months, as opposed to the 48 months listed in their statements, the escrow analysis starts over and there will always be that shortage.
This is a questionable business practice at best, in my opinion. I'm reasonable, if that's the case, then why doesn't my payment go back down to the original {$1100.00} and then the escrow shortage is applied. I contend the bank is collecting the shortage over the 48 month or 60-month period, but isn't reducing or eliminating the escrow shortage and keeping the Lendee in a perpetual escrow shortage loop and unless the person pays within 12 months will always owe the escrow.
I don't have a problem with this if the bank was forthcoming with this information, when, in my opinion, the bank is allegedly disingenuous. The bank isnt collecting the escrow shortage over 48 months or 60 months, it expects Lendee to pay the escrow within 12 months or the process starts all over again. Im making a complaint against bank for this questionable business practice and would like a CFPB representative to call and discuss this situation further. I've attached copies of the XXXX and XXXX statements for XXXX and XXXX respectively as PDFs.
Thank you for your time and assistance regarding my complaint, XXXX XXXX
|
| 08/26/2020 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I have an FHA mortgage on a residence that I currently reside in. On XXXX-2020, my mortgage servicer, Loancare, approved me for a 180-day forbearance. Prior to the start of the forbearance, my account was in a delinquent status because the mortgage payment for XX/XX/2020 had not been made.
On XX/XX/2020 I was able to pay in full, the delinquent payment for XX/XX/2020. At this point, my account was caught up on payments and the only unpaid months were the months covered under the forbearance ( XX/XX/2020 and beyond ).
On XXXX-2020, I looked at my credit reports for XXXX, XXXX, and XXXX. All three credit reports showed that Loancare is still reporting my account as delinquent even though the only payments that are outstanding are the payments covered under the forbearance.
I read section 4021 of the CARES act which says : " If the consumer brings the credit obligation or account current during the period described in item ( aa ), report the credit obligation or account as current. '' I conducted further research on the CFPB website and found the following excerpt from an article entitled, " Protecting your credit during the coronavirus pandemic '' : " If your account is already delinquent and you make an agreement, and you bring your account current, the creditor must report that you are current on your loan or account. '' I made contact with a Loancare representative via telephone and explained to him that I believed Loancare was reporting my account incorrectly to the credit bureaus because, under the CARES act, my account had been brought current when I made the delinquent XX/XX/2020 payment. I advised him what I had learned from reading section 4021 of the CARES act and the article on the CFPB website.
The representative advised me that my account was being reported correctly because if it was delinquent prior to the beginning of the forbearance, they were able to continue reporting the account as delinquent even after I had made the past due payment. He also advised me that even though the past due payment had been made, the account could still be reported as delinquent because the payment months covered under the forbearance are technically late.
I advised him that I believed that the CARES was not being interpreted correctly and he ensured me that it was.
My research leads me to the conclusion that payments that are not made while actively in forbearance should not be reported to the credit bureau as late under Section 4021 of the CARES act.
|
| 01/17/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XXXX I purchased my home in XXXX idaho through loan servicer XXXX XXXX who sold the loan to the current " servicer '' Loancare , LLC. They never properly notified me of the initiation of transfer nor did I receive a new agreement or packet with necessary information from the new servicer. I have requested several times but no success. I have tried to call to speak with someone to clarify terms and such but I am never able to get anyone on the line. Recently I decided to purchase a second home and to refinance with a completely different company for this loan all together. I have never felt secure since the transfer as I am unable to communicate with them entirely. Upon reading some reviews and how horrid they have done likewise consumers I decided to act immediately. I requested a payoff statement, when I received it, it stated I was late on a payment which is not accurate. I pay the same time same way each and every month so I knew there was no way to have done so. I tried to contact them, again no success. XXXX XXXX I logged on as usual to make my payment, the welcome page generated and I clicked the online payment link but rather than being redirected to the appropriate page a message came and said unavailable to you at this time please contact them at the listed phone number between specific hours. So I have been attempting to contact them since again no success. I have never received any mail, notice, email, or phone call of any issue. Since I was unable to pay online I submitted a check through bill pay from my bank instead.
Yesterday XXXX/XXXX/XXXX I received a letter that states I am in preforeclosure for being behind in pay. I got on my credit monitor and saw the months in which they note I was delinquent or did not pay ... all months have been paid. I have receipts to show such to be true. I never had an issue or knew of a potential for issue until I was not able to log into my account as usual. I disputed the information with the credit bureaus but no change has been made. I have documentation that I have sufficient income to be loaned to, that I have always paid payments and on time, and that I in fact have sufficient enough income to purchase another home as desired however with the havoc on my credit this is causing my credit score is quickly diminishing ... from high 700 's to low 600 's today.
I need this fixed and resolved and to be able to refinance with another lender asap. I am at a loss and do n't know what else or at all to do.
|
| 03/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I own a small plumbing business and have been struggling to make ends meet since the beginning of XXXX due to COVID. I was approved for a forbearance plan in XX/XX/XXXX by LoanCare, my mortgage servicer. In XXXX, XXXX I was forced to transition off of the forbearance plan and do not have the funds available to pay the back amount. LoanCare approved me for a Deferral Plan on XX/XX/XXXX but indicated i needed to pay a contractual payment of {$400.00}. I mailed the payment in XXXX and on XX/XX/XXXX I accepted the agreement via email. LoanCare cashed the payment and put it towards a regular monthly payment as a suspended " Unapplied balance '' then failed to update my mortgage payment terms and due date as outlined in the deferment agreement. I tried to make a payment under the deferment and they applied it incorrectly. It was applied to a past due amount that was supposed to be deferred. Since then they sent a letter that refer to my acceptance of a " repayment plan '' which would extend my mortgage term for 40 years! Then days later, I will receive another letter talking about about " missed payments '' or an ACT 91 packet. Most disturbing is the way they are trying to mislead me by removing any mention of Deferral Plan as an option for me even though that option should be available to me as a XXXX XXXXowned mortgage.
I have called numerous times starting in XXXX for an update on the deferment agreement paperwork and when my account will be updated. Each time, I need to re-explain the situation, confirm again that I accepted the deferral plan and do not want the repayment plan. I am told they updated the system to reinstate the deferment update and the paperwork will be sent out. To date, LoanCare/XXXX has not updated my mortgage account with the deferment and I am extremely stressed and concerned I will lose my home. In addition to struggling to save my business, I suffered the devastating loss of both my parents last XXXX and XXXX so am trying to take care of their affairs on top of everything else.
I have pleaded with this company to process the deferral agreement since i don't have the funds for a repayment and need it done immediately. Since my previous attempts to resolve the issue with LoanCare have failed, I have submitted the attached " Qualifed written request '' to LoanCare. I would appreciate your help to ensure they correct the errors made immediately and freeze any further foreclosure communications or proceedings until this is resolved.
|
| 04/19/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
In XXXX 2015 my wife and I closed on a new home. We received a mortgage through XXXX XXXX, which was serviced by LoanCare. In XXXX it came to our attention that we had not received any form of mail, phone call or email from XXXX XXXX or LoanCare. No statements or anything relating to our mortgage.
We spoke with a lady at XXXX XXXX and she told us that our mortgage was 30 days past due and that another payment was due at that time. I explained that we never received any sort of statement, email or phone call telling us that our payment was due. She directed me to LoanCare, so I called them.
The LoanCare representative insisted that we had in fact been receiving statements, past due notices, phone calls and emails warning us of the situation ( he was was quite rude and not interested in hearing that this was indeed not the case ). Of course I immediately made the payments but was told that my credit report now reflected a 30-day late payment. I asked the rep to tell me what phone numbers he had on my file and he read them to me. Neither of the numbers were ours, and XXXX was a toll-free number. The email address was correct, although I had never received anything from them via email. He offered no apology but said he would change the phone numbers.
We went back to our email to see if we somehow missed a notification telling us payments were due. Nothing. In fact, the first contact I had from LoanCare via email was in XXXX after I decided to register with their website.
Then in XXXX we finally received a piece of mail from LoanCare containing a statement with a due date of XXXX XXXX, with a note attached reading : " Please find enclosed your XXXX statement. This statement was scheduled to be mailed in XXXX, but the mailing was unfortunately delayed as a result of a programming error with the print vendor. We sincerely apologize for the delay in mailing this notice ... '' Obviously the ball was dropped on their end from the start and they are unwilling to acknowledge it. We still have not received a statement for XXXX, which is the payment they reported as 30 days late.
We have been insisting that the blemish to our credit report be removed yet after repeated attempts LoanCare refuses. We have provided them with the evidence that the error is theirs but they do not seem to care.
I have all of the documentation to back the statements I 've made above. Hopefully this process will result in a correction to our credit report.
Thanks in advance.
|
| 08/25/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
The main issue with the company is the amount they set my escrow account at.
I built a new home and closed inXX/XX/XXXX My loan was transferred to LoanCare 2 months after I closed.
I have been trying to resolve the issue sinceXX/XX/XXXX and I get no help from them. Here is the issue, Because the home is new construction I wont have to pay my full property taxes until XX/XX/XXXX forXX/XX/XXXX ( this was verified and communicated to LoanCare, they even called the county tax department and verified this ) so for this year my escrow should be {$1000.00}, {$750.00} for my insurance, {$100.00} for the land property tax and a small slush fund that some companies require for both this year and XX/XX/XXXX.
Instead they have my escrow at {$460.00} a month, which I cant afford a {$2000.00} payment. My P & I is a little over {$1400.00} which when I had the home built I had asked about the amount of my taxes with the county to make sure I could afford the total payment and because I am a XXXX Vet I get a discount off my assessment of my home. So in XX/XX/XXXXwhen my property taxes will come into effect, my taxes will only be no more than {$1600.00}, instead of {$2700.00} a year.
I have asked for an escrow adjustment, this like I said been going on with them since XX/XX/XXXX. They did it and raised my escrow payment even more. I now have over $ 4k in my escrow and am behind about 3k in payments which I would actually be up to date on my payments if they would make the adjustment and apply like I have been asking the extra 3k to my loan. What Loancare does is seeing I am only paying them {$1400.00} each month as I cant afford the escrow payment and they will not adjust it to the correct amount, they keep my monthly payment in an escrow account and wont apply any of the funds to my loan until they get the next payment and finally gets the total payment asked for.
I was told when I talked to them that because I was n't paying MIP I could close my escrow account and handle it on my own, I only had to send in an email asking for that and they would send me the paperwork. I did that and got a letter from them saying that because I was 30 days late on my payments I could n't close my escrow which is their fault not mine.
I am to the end of my rope, and I need help from someone to resolve this issue before I lose my home and am homeless. Loan Care is the worst company I have ever dealt with in my XXXX years. I have owned 2 other homes and never had an issue like this.
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| 06/21/2017 |
Yes |
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- Trouble during payment process
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Web |
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This complaint is about LoanCare stating that they could use my escrow account to pay a tax invoice that I had received, and then take 2 months with my calling numerous times to then tell me that they are n't responsible for it or the late fees. I had received an invoice from my property tax assessor in XXXX of 2017. I was advised that my loan company was supposed to pay these from my escrow account, so I contacted LoanCare customer service center on XXXX/XXXX/2017 where I was advised to send the invoice by email. I immediately sent the email. A few days later, I received an email saying that the tax department was reviewing it and would get back to me. I did not hear back from them before the end of XXXX, so I called again and was told that they were handling it, and that the report had been expedited, and that LoanCare would pay the taxes, and I would be contacted shortly. I never heard anything, so I contacted them again in XXXX 2017 two more times, and was told that the report had been expedited again, and that they were n't sure why the payment was held up that they would follow up. I still did n't hear anything from them, so in XXXX 2017, I contacted XXXX, a manager, who said the same thing, and when I stated that I was concerned about the late fees, she assured me that the Loan Care would cover the late fees since they were their fault. I still never heard from them, so I contacted them again on XXXX XXXX, 2017 at XXXX XXXX, and got XXXX, who again said that he would 'expedite ' the process, and that he was n't sure why the payment was held up, but could n't get anybody to help me because they were gone. On XXXX XXXX, 2017 at XXXXXXXX XXXX CST, I called again and was put on with XXXX, another manager, who said that she was n't sure what was the issue, and that she would be in contact with me by the end of the day. I called back 5 more times between XXXX XXXX and XXXX CST, and was able to get back in contact with her. She did n't remember me immediately, but was able to find my information. She said that she had been in contact with someone, and said that they were n't paying those taxes, because they were supplemental taxes, and there was n't any money in the escrow account for it. Then, I asked her about the late fees, and she stated that they were my fault for not paying the taxes. I would have just paid the taxes when I got the invoice in XXXX and before the late fees had I known that they were n't paying them, and they would fall on me.
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| 09/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Approximately XX/XX/2020 I had my bank through a payment service mail LoanCare ( a subsidiary of XXXX XXXX ) my mortgage payment the payment amount was {$3800.00}. Loancare received my payment and misapplied my {$3800.00} to the wrong person 's mortgage. Because of the way they send the bills I could not tell that the payment was missing till XXXX. I complained to Loan Care ask them to suspend the credit reporting and ask them to research and find the missing monies.
Loancare refused to move forward without me providing additional information like a canceled check. Loancare apparently has constructed all of there policies to delay and frustrate consumers so that they can not get proper attention. Nobody that answers the phone is allowed to make any decisions they are only allowed to send emails up and do something called escalate that never happens.
I explain to Loancare that I gave them the exact date of the check the exact amount and all they needed to do was search on their computer they refused to do so. Finally I got proof of payment from the sending bank ( XXXX ) and sent it to Loancare. Loancare lost my then Loancare submission XXXX times. During this time Loancare continue to report negative credit and knocked my credit down by 100 points. I have been turned down to credit and had one credit card canceled because of Loan Care 's malfeasance and fraudulent actions. In total I spent so far 27 hours on the phone with Loancare representatives and have sent them over a dozen emails. I have requested from Loan Care over a dozen times to send me a copy of every payment they got front and back of checks and when they were received and cashed so that I could then research the missing money. Loancare never responded or sent any of the information requested.
I asked if they forward emails over to their legal department they never did to my knowledge. Additionally I requested that supervisors or management tthan can make actual decisions call me back. I was told on 9 different occasions that a manager or supervisor would call me back. Loancare has a perfect record I have never been called back.
After Loan Care finally found my payment and applied it. They applied it incorrectly not following proper accounting procedures. Loan Care has continued to destroy my credit damaging my financial status greatly.
After this instance they continued to lose three additional payments. I will file separate complaints because these are separate in instances.
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| 07/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Loancare/XX/XX/XXXX Forebearance Date : XX/XX/XXXX Loss of Income due to COVID-19 Job Layoff XX/XX/XXXX : Requested Modification due to XXXX becoming employed XX/XX/XXXX : Submitted additional documents per Loancare request XX/XX/XXXX : Submitted additional documents per Loancare request XX/XX/XXXX : XXXX Laid Off again XXXX but continue to work with bank on Modification.
XX/XX/XXXX : Received Loan Payment Statements, sent email requesting them to contact us because of Forebearance and Agreement not finalized XX/XX/XXXX : Additional documents (XX/XX/XXXX ) All documents signed/notarized/XX/XX/XXXX package to Loancare XX/XX/XXXX : Agreement for Modification completed and sent to Loancare/XX/XX/XXXX with their XX/XX/XXXXaccount provided with all documents for signature XX/XX/XXXX : Received email stating all documents have been received XX/XX/XXXX : MODIFICATION AGREEMENT ON RECORD WITH REGISTRY OF DEEDS XXXX XXXX Pg XXXX recorded XX/XX/XXXXXX/XX/XXXX Case # XXXX.
Attempted to make a payment, payment was returned for NSF due to extensive payment processing from Loancare/XX/XX/XXXX
Mon, XX/XX/XXXX XXXX XX/XX/XXXX Received EMAIL from Loss Mitigation requesting additional documents for Modification ( why when modification agreement was on record with Reg of Deeds? ) Numerous calls to the LoancareXX/XX/XXXX different representatives telling us that we were not under Agreement for Modification?!? It's on Record with R.O.D. Agreement includes Penalty Fees, Late Fees and all other fees that the Federal Government said would/should not be charged to the Consumer.
XX/XX/XXXX @ XXXXXX/XX/XXXX : Contacted the bank spoke to XXXX was put on hold for XXXX minutes, and was disconnected. Sent XX/XX/XXXX as requested via EMail. Received by USPS request from Loancare to provide additional documents.
Early XX/XX/XXXX, received a call from an Attorney stating they were handed my file by LoancareXXXX stating XXXX The Bank sent our Mortgage documents to them to assist with Modification '' Called Loancare/XX/XX/XXXX they spoke to XXXX. LoancareXX/XX/XXXX never sent our file to the Attorney. Result pending fees are in process of being returned.
This has been very frustrating with no resolution in sight. Our Credit Scores suffered from losing our jobs, we are trying to remain in our home, and continue working with Loancare, but each time we contact them we speak to a different representative giving us different information. Sending the same documents repeatedly
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| 02/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXXEntered loan modification agreement process. Made on-time monthly payments to satisfy modification agreement.
XXXX XXXX Made on-time monthly payment but did not have access to online account or online documents. Inquired when I would have online access. Was told my concern was being posted to the notes in my account.
XXXX XXXX-Made on-time monthly payment but did not have access to online account or online documents. Inquired when I would have online access. Was told my concern was being posted to the notes in my account.
XXXX XXXXMade on-time monthly payment but did not have access to online account or online documents. Inquired when I would have online access. Was told my concern was being posted to the notes in my account.
XXXX XXXX XXXX Made on-time monthly payment but did not have access to online account or online documents. Inquired when I would have online access. Was told my concern was being posted to the notes in my account. Was also told I would have online access to pay my mortgage in XX/XX/XXXX. XXXX came and went, I did not have access to make online payments or access to see current loan documents online. I requested documents to be sent to me. They were never sent.
XXXX XXXX I made my monthly payment and inquired about payoff documents being sent to me and current balance on loan. I was told the modification documents were still being reviewed and were not available. I inquired about my year XXXX 1098. I was told I would have to wait because the loss department did not handle sending out 1098s.
XXXX XXXX I made my online payment and inquired about documents I requested. Upon being told I would have to wait for the documents, I sent LoanCare two certified letters and two regular mailed letters inquiring about the status of my mortgage and my 1098. By now, I could see my online account but all documents were not current, last year posted any payment was XXXX. I called LoanCare the third week of XX/XX/XXXX inquiring about my online account and my XXXX 1098 for taxes. I was told the representative was sending another email to her supervisor alerting them to my concern. I told the representative that I had been getting the same message about my account for more than a year. I was put on hold, then told LoanCare was sending out additional documents for me to sign due to an error they typed on the documents sent to me a year, XXXX, earlier. I was informed that the documents had not been mailed as of that date.
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| 12/10/2019 |
Yes |
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- Trouble during payment process
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Web |
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I received an Annual Escrow Account Disclosure Statement dated XX/XX/2019 that listed our new mortgage payment as {$XXXX}. Originally, since our mortgage began in XX/XX/2019, our mortgage was {$XXXX}. After researching, it was found that the mortgage company had incorrect amounts for our tax amounts/escrow. The mortgage company listed our property taxes at roughly {$XXXX} when the correct amounts are just around {$1100.00}. I called them immediately and asked what I should do. They requested that I email them scans of the information I have. ( Note - They said I would receive confirmation that they received the correct information via email but in the first three times, and then the following two times, that I emailed information they requested, not once have I received a confirmation. Throughout all of my emails, I have never received a confirmation even though they have the correct email for me on file and I double and triple checked the email they wanted me to send the scans to to make sure all was correct. ) So, I emailed them scans of our tax bills THREE times over the course of a few days, with no response. They confirmed that they received the information, only after I took the time to call them again, and that an adjusted bill would be sent in the mail. I then received an updated bill that listed our payment due for XX/XX/2019 as {$XXXX}. After more researching, I found that the mortgage company STILL has the incorrect amounts. I have now emailed a scan off an official Tax Certificate TWICE with no responses again. Per a phone call on XX/XX/2019, I was told that it would be resolved within a week or so. I called the next week on XX/XX/2019 to check on the progress and it was discovered that whoever I talked to on XX/XX/XXXX actually did not forward my information to the tax department and no progress was made. It was confirmed during the XX/XX/XXXX phone call that my information was indeed being sent to the tax department this time and the matter should be resolved within a week or so. I have since called XX/XX/2019 ( Three times on the same day since their phone system kept dropping my call while I was on hold for roughly 30 minutes EACH time ) and XX/XX/2019, and the only information the company will give me is that it has been forwarded to the tax department and that they are looking into it. I check daily to see if the amounts have been corrected and they are still incorrect, which reflects an incorrect mortgage payment amount.
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| 04/03/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On or before XX/XX/XXXX, I was contacted by a LOANCARE representative, who called to inform me that I was behind on my payments by {$140.00} dollars.
I had previously paid {$2300.00} to cover two months of payments ( XX/XX/XXXX/XX/XX/XXXX ), and had intended to send an amount covering two payments, but for whatever reason, entered the wrong value.
I provided the agent with my checking number and routing number for my XXXX XXXX XXXX Bank checking number, and the representative asked if I wanted to set up automatic payments for my account, or set up the payment for XXXX. I declined and stated I would set it up through my bank.
On the XXXX of XXXX, the agreed upon amount of {$140.00} was drafted from my checking account.
On the XXXX of XXXX my checking account was debited {$1200.00} by Loancare.
This brought my XXXX account negative, I received a Non-sufficient Funds ( NSF ) fee of {$29.00} and the money was credited back to my account.
XX/XX/XXXX On XX/XX/XXXX, the funds were redrafted as a 'second attempt ' and went through successfully as I had gotten paid by then. This new charge of {$1200.00} went through successfully.
XXXX has provided me the trace number and customer ID for this transaction.
XX/XX/XXXX On XX/XX/XXXX, a second charge of {$1200.00} was successfully drafted from my account by Loancare from my XXXX checking account.
XXXX has provided me the trace number and customer ID for this transaction.
This marked the third charge, and the second successful charge made by Loancare, without my consent, approval, or initiation. At this point I contacted XXXX and blocked all further charges made by Loancare for the amount of {$1200.00}.
I first reached out to Loancare on XX/XX/XXXX via phone and email.
I provided screen shots of my bank account when they were requested by a Loancare representative. I called weeks later to find out that these were not acceptable, and that I needed to provide more information. I gave the new representative the trace number for the first charge over the phone.
In XX/XX/XXXX I attempted to make a payment to begin bringing the account to current, while continuing to try and resolve this issue, but at that time my payment was returned and when I called, I was told that no further payments would be accepted as it was being turned over to a law office as a foreclosure.
My house is now endanger of being sold, and all I want to do is find the missing money and bring the account current.
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| 08/30/2022 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX I received a bill and escrow statement showing a shortage of roughly {$3500.00} in my escrow account, the payment for XXXX was {$2300.00} and the new payment for XX/XX/XXXX ( and moving forward ) was roughly {$3000.00}. My payment for XXXX was automatically withdrawn from my account and paid on XX/XX/XXXX and I called Loancare on roughly XX/XX/XXXX. Since this was a large increase I called Loancare, the company my mortgage is with to make sure the information was correct. It was. The individual at loancare suggested that I could lower the new monthly payment by asking for an extension over 2 to 3 years. I said that's a great idea and requested 3 years, he said someone would reach out to me in 3-5 business days. I never received a call so I checked the account online after 5 business days, and it had given me a late fee of {$60.00}. I called Loancare for explanation and after a long conversation realized that the new escrow amount was put into effect on XXXX which backdated, so it showed my payment was short- which it wasn't. I explained the situation and was told the problem would be rectified in 3-5 business days but that the late fee would be removed, I asked if their error would affect my credit and they said no and in fact put something on the account to say the credit should not be altered while this was figured out. Come to find that it did hit my credit and shows up as a XXXX point deduction and I discovered such on XX/XX/XXXX. After 5 business days no one reached out, so I contacted Loancare again and they continued to do escrow analysis ' and not change the date of the first payment, I once again asked about credit and they assured me it would not cause any problems. Over the next few weeks I continued to have the same problems calling in a total of 8 times between XXXX XXXX and XX/XX/XXXX. Twice I was told I would be called back and I never was. Come to find on XX/XX/XXXX, after receiving letters of default, they also pinged my credit for XXXX additional points ( XXXX total ) although I continue to be told by them that nothing will happen to my credit. No one has helped, I keep being told 3-5 days or 24 hours before a call will be returned and it never is.
With a default on my credit I won't be able to borrow money or do a HELOC which I had planned, they are affecting my current and future buying power and the company does not deserve to operate with such poor consumer service and gross negligence. Please Help!
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| 07/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was informed, after the fact, that my homeowners insurance, which was supposed to be paid out of escrow funds by Loancare, was cancelled despite having adequate funds in the escrow account. The insurance company stated the reason for the cancelation was because the payment was sent in late and therefore they cancelled the policy and returned the payment. Once I found out that the policy had been cancelled, I immediately went to work trying to get the original policy reinstated. This took a crazy amount of phone calls and time but after about two months, the original policy was reinstated at a higher rate.
Both the insurance company and Loancare state that I was uninsured from XX/XX/XXXX-XX/XX/XXXX. Loancare put their own policy in place which was {$1000.00} a year more than the original policy. Loancare now states that even though I was uninsured, I would still have to pay for the new almost {$1700.00} policy that either never went into effect or was in effect for only a month or two. They said this was a " penalty '' for not having insurance ( which they were supposed to pay out of escrow funds in the first place ). When I disputed, they said there was " nothing we can do '' other than to have a supervisor from the insurance department call me within 48 hours. I never received that call.
As a result of all this, my payment has gone up about {$300.00} a month. After seeing that they have over 800 similar complaints on this sight, I believe that situations like this are not isolated incidents, but rather common practice for Loancare. In short, they XXXX up by not paying my insurance on time and are expecting me to pay for it. This could have been an easy fix for them. All they had to do was admit they made a mistake and take the appropriate corrective action to fix it. It was clearly their own mistake.
I may not be able to make the full new payment. I suspect the next thing that will happen is they will unjustly XXXX up my credit and attempt a foreclosure.
I rarely make consumer complaints but these people have went way over the line. I would not recommend using them under any circumstances. Their customer service is nonexistent and they put people at risk of being out on the street with little concern. They couldn't even tell me if the new increased payment was temp or permanent.
I want ( and expect them ) to repay any money already paid for this replacement insurance policy and return my monthly payment to it's original amount.
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| 03/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I tried several times to call and speak with LoanCare regarding LoanCare inaccurately reporting our account number XXXX as late by 90 days in XXXX. I finally got connected to a lady name XXXX, who provided me with an email address to deal with the credit reporting error. On XX/XX/XXXX, I received an email indicating a ticket number that they had assigned our account to LoanCare 's Loss Mitigation Team for review and resolution, but I have heard nothing since.
Meanwhile, we are moving and our mortgage loan approval and interest rate are being affected by this errant reporting. Below is background information regarding this inaccurate credit reporting by LoanCare as detailed in my email to LoanCare : Due to the pandemic, we applied for and were approved for a 90 day payment forbearance ( see attached letter dated XX/XX/XXXX from LoanCare approving the forbearance Confirmation number XXXX ) Due the continued unknown future of the pandemic and the Stay at Home Order, we could not rent the subject property collateralizing this loan, so we called and were provided with a 90 day extension through XX/XX/XXXX. ( See attached letter dated XX/XX/XXXX and out handwritten notes on the letter - Confirmation number XXXX ) On or about XX/XX/XXXX, I noticed through my XXXX and XXXX accounts that my credit score had gone down by about 50 points. I researched the matter and found that LoanCare had reported the subject loan as delinquent 90 days. I called LoanCare and spoke with a lady that said LoanCare did not report us delinquent and that I had to go to the credit reporting agency for resolution. I contacted XXXX, and after a few weeks, they sent a report indicating that the issue had been resolved, and my XXXX and XXXX credit scores are now both back around XXXX. ( See attached letter from XXXX dated XX/XX/XXXX ) I am now applying for a loan to purchase a new home and my mortgage company informed me that LoanCare is still showing my loan as 90 days past due ( See attached credit report, page 3 ).
Please note that the subject loan was never past due and was paid in full through sale of the property on XX/XX/XXXX. Coincidentally, that is the date that LoanCare reported our loan as 90 days past due. We never received any past due notices.
My wife and I have never been past due on any payments in our lives, and this is affecting our credit availability.
LoanCare is not being responsive. There customer service phone number is ( XXXX ) XXXX. Please help!
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| 04/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Four weeks ago, I filed for forbearance under the CARES act. I was told I would hear back from the servicer in 3-4 days. Yesterday I received a letter in the mail. It included the offer of forbearance and a contact name and extension ( required by law - single point of contact ). The offer is not in compliance with the law or recent guidance provided by FHFA / XXXX XXXX XXXX XXXX XXXX statements about forbearance under the CARES act. I called the number on the paper to speak with the designated representative. There is no way within the automated system to input the extension provided. It took me over an hour of fighting the automated system to get a live person. The person who answered told me there was no way within there system to transfer me to the designated person provided on my forms. I expressed my concern that the offer did not match the law and was told that was all they could do. XXXX ( Rep XXXX ) then proceeds to tell me first they can only do what the bank tells them. Then second I could call the bank or XXXX XXXX. I expressed my concern that they were the servicer and had the responsibility to comply with the law. She tells me first she could only do what the bank tells them and then says shes just a little ole loan counselor and she could only do what they tell her.
First, Loan Care is not complying with federal laws on servicing. There is no way to reach the designated point of contact provided in the offer. The servicer is not complying with the CFPB requirements of single point of contact. The system is setup to avoid human contact and force all customers into a automated system with no way to contact actual employees.
Second, the offer of forbearance does not comply with the CARES act and is directly contradictory to direct statements from XXXX XXXX and XXXX XXXX recently made. The offer was for 90 days and requires full payment at end of term.
Third, Loan Care tried to say they could only do what the bank allowed them to do as they were just the servicer. This loan was originated by a community bank many years ago and sold to XXXX XXXX. The bank that originated this loan was top quality servicer. Federal laws resulted in this loan being moved to loan care which is a disgrace.
The service is terrible, the servicer just blames XXXX XXXX and the originating bank. It is clear from XXXX XXXX letter and the CFPB blog, It is the services responsibility to comply with the law yet Loan Care has not intent of doing so.
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| 09/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I pay my local taxes o my mortgage company, who holds them in escrow until they are due. Typically this is in XXXX and XXXX. I have not had issue with tax payment in over 8 years since I purchased my home. On XX/XX/2020 I received a notice of lien on my property for non payment of the XX/XX/2020 tax payment. I immediately contacted my mortgage company who requested to have a copy of the lien notice email to their payment research department. They indicated the payment had been sent in XX/XX/2020 and provided me the check number. I sent the document that day. After no response I emailed the payment research email address again on XX/XX/2020 after confirming with my town office they had no record of payment. After again receiving no response on XX/XX/2020, I emailed again and called. I was advised that it was still in research but they would escalate the request. On XX/XX/2020 I spoke with a supervisor after receiving my annual escrow statement which contained a check for overpayment. The supervisor advised me to cash the check and make an escrow only payment. I advised I would not do so as this would not resolve the tax issue. She agreed and advised would again escalate the issue and promised a resolution by the end of XX/XX/2020. She advised the lien would be lifted and my credit report would be corrected. She promised a phone call by the end of the following week. On XX/XX/2020, after no phone call, I called the company again and spoke to a member of leadership, she determined that the check sent in XXXX was returned to the mortgage company by my town office. We conferenced in my local town clerk who had no record of a check being received much less returned. They exchanged contact information and I was again assured by the mortgage company that I would receive a follow up call and full resolution within 7-10 days. XX/XX/2020 I called my town office to discover no payment had been made and there had been no contact from the mortgage company. I called them again and spoke with a supervisor who told me tax issues can take time. I was advised there was nothing more that could be done, they would research and call me back. I voided the check for overpayment and sent a photo confirmation to the payment research email address as instructed by the supervisor I spoke with on XX/XX/2020. My XXXX has dropped over 20 points, my property still has a lien, my taxes are 8 months past due and I have spent countless hours getting absolutely nowhere.
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| 05/08/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX XXXX I contacted XXXX XXXX regarding an increase in my auto insurance coverage because I no longer had property insurance through XXXX and effectively lost the discounts that I had been receiving. I learned that my property coverage in the amount of {$1800.00} was cancelled and my policy could not be reinstated, and new policy coverage would cost {$2900.00} due to rate increases in Texas.
I contacted my mortgage company Loancare XXXX XXXX XXXX # XXXX ) to inform them that my property insurance hadn't been paid although I had been paying my mortgage in full every month to include my mortgage, taxes and insurance. My mortgage was transferred to Loancare/XXXX in XX/XX/XXXX and my previous mortgage company escrowed my property insurance payments. The Loancare/XXXX employee XXXX stated that there was a not on my account stating that an escrow account for insurance wasn't required. XXXX said that she was escalating my complaint and the error would be remedied and an escrow account would be setup by Friday, XX/XX/XXXX.
I contacted Loancare/XXXX on Friday, XX/XX/XXXX and was passed around to several employees, each not seeming to be aware of my issue and each were uninterested in helping me to resolve their error. After remaining on the phone with Loancare/XXXX for XXXX hours, I received a follow up email that my case had been escalated and assigned to a Case Manager and to allow additional time to research my concerns. My case id number is XXXX XXXX XXXX.
This morning, I contacted XXXX XXXX again hoping to reestablish property insurance so that my home does not continue to be uninsured. During this phone call I learned that the rates have increased once again and the new premium is {$3600.00} which is 200 % increase in the amount that I was paying before Loancare/XXXX failed to escrow and pay my property insurance.
This error has placed an unfair financial burden on me and my family. This error increases my monthly mortgage payment by more than {$300.00}. I believe that it is unfair for me, as the consumer, to have to pay for the error of Loancare/XXXX employees . As a mortgage holder, I have paid my mortgage on time every month and trusted that my mortgage company appropriately escrowed and paid my property insurance and property taxes. I need assistance in working with my mortgage company and insurance company to resolve this issue without being penalized and placed in financial jeopardy for an error that I did not make.
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| 11/01/2017 |
Yes |
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- Trouble during payment process
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Web |
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I received my county tax bill and faxed it twice and emailed it twice to the company because they never got the ones i sent. Finally they " received '' it XXXX they say even though i sent it before. It shows that i am being overtaxed a substantial amount. The first two reps i spoke with said they would request an escrow analysis and a tax analysis and not to worry i would get the refund and a lower payment. They currently have XXXX in escrow after they paid my county taxes that i have requested be sent to me. I waited two weeks and did not hear anything. I called back and was told it was never requested and they were so sorry etc. I requested a manager at that point. Her name was XXXX. She seemed knowledgeable enough and like she wanted to help. She said she escalated the issue and it would take 7 days to complete at the most but should take 3 because she escalated. She even gave me her direct line. Well i waited 3 days and called XXXX and left several voicemails to which she never replied or called back nothing. She never answered her phone either. So at that point the next rep i spoke did not have a clue as to what i was asking or talking about so i requested a new manager. I received a manager by the name of XXXX XXXX who SWORE to stick with me and get this fixed and that I would n't have to make my XXXX payment until this was resolved and assured me he put all late fees on hold and i would hear from him by XXXX. Well it is XXXX and i have called every day since XXXX and hes always busy. In fact whenever I ask for any manager they are all to busy to talk to me. Every single rep i speak to gives me a different answer. This last one told me on no i wo n't receive a refund of my escrow until XXXX because in her words these things take time and that I would in fact have to keep making my overstated payment until them. I of course let her know that is not what the managers are telling me and requested to speak to another one. She REFUSED to give me a manager instead told me again they are all just so busy and she can assure me her answer is accurate so at that point i hung up. This company is a joke. I had no choice in who they sold my mortgage too and i ca n't get any assistance. I am being over taxed. I want my overage in escrow refunded to me. I have XXXX kids and could use that money. No one there seems to care or know what the heck is going on. I get different answers every single time i call. To date no one has called me back.
|
| 09/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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In XX/XX/XXXX, I noticed that my mortgage payment increased by approximately {$500.00} per month since XX/XX/XXXX. In the account statement, I found that the difference was due to a substantial increase in my escrow account ( from {$87.00} to {$500.00} per month ). The mortgage company, XXXX, paid out {$1400.00} from my escrow account, causing a negative balance in my escrow account and the increase of my monthly escrow payment. My real estate property tax was analyzed by the escrow department of this company ( XXXX ) in XX/XX/XXXX, however, it is incorrect because my real estate taxes have never been that high ( I have been in my current residence for 8 years ). This was confirmed by my city tax collector.
Although XXXX paid out {$1400.00} from my escrow account, my real estate property taxes were in fact never paid. I received a warrant noticed from my city that I did not make tax payments. When I called, the city tax collector informed me that the mortgage company has not paid my taxes for the last 3 quarters and that I will have a lien on my mortgage if I do n't pay soon. The total amount of taxes I owe to my city is currently {$500.00}. The amount of overage that XXXX has charged me is {$830.00} for XX/XX/XXXX and XX/XX/XXXX.
I reached out to XXXX on XX/XX/XXXX for this matter and received an automated response. I never received any call backs. Since then, I called numerous times and spent hours on the phone trying to resolve the issue, but nothing occurred. On XX/XX/XXXX, I mailed a letter per CFPB suggestion. I have attached the letter in this complaint. On XX/XX/XXXX, I called again and spent 2 hours on the phone. A representative ( XXXX, agent # XXXX ) told me that a supervisor will call me back. When the supervisor called, I could n't answer the phone and this supervisor left a message stating that her name is " XXXX XXXX '' and left me the XXXX number without an extension. When I called in the morning of XX/XX/XXXX, a representative told me that I can not reach XXXX XXXX because it was never indicated in the notes that XXXX XXXX indeed called, and that I need to continue to wait for a supervisor call back.
I no longer have any confidence that XXXX has any intend on resolving this enormous error nor can I tell whether this error was made intentionally or not. On XX/XX/XXXX, I sent customer support an email request to immediately close my escrow account and not to disburse any further payments from my loan account.
|
| 03/14/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
|
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I am dealing with a company called Loan Care LLC. Based out of Virginia.
I decide to take advantage of the low-interest rates. Decided to re-finance, I requested the PMI be dropped during the re-fi process. Due to my home being way over the 20 % value required to not carry PMI. I was denied. ( XX/XX/XXXX via email ) Response from loan care loan processer XXXX XXXX ( XX/XX/XXXX ) : The only way to not have PMI is to refinance out of the FHA and into a conventional loan. As long as you are doing a new FHA loan, you will PMI again. Concerning the appraisal, I can approach management on that, but no guaranty that it will be reimbursed as we had no knowledge your home was manufactured home when it was ordered and because as I mentioned in prior emails, they dropped the rate on the new loan for you to match the prior file. The Rates on the FHA Streamline would have been over 4.0 % and Im sure they will do much more, but I will try I owed about XXXX k then my house appraised for XXXX k..
After Refinancing was finished XX/XX/XXXX. It didn't make sense that I had to pay PMI.
So, I mailed in a request to drop PMI. My home had gone up in value current market value is {$250000.00}. Sent XX/XX/XXXX to Loan Care XXXX box XXXX Virginia XXXX, VA XXXX. Certified mail tracking number : XXXX XXXX XXXX XXXX XXXX. USPS.was received.
I called a few days later to ask if they received my request in writing. They stated it had been uploaded into their system. This included the letter and the signed appraisal.
They denied my request, when speaking to a rep. they said it was due to my loan being an FHA loan, they stated I had to pay PMI for the life of the loan. til XXXX payoff my loan. They also sent a letter stating they denied my request. I am now reaching out for your assistance.
I have reached out to loan care XX/XX/XXXX and emailed them explaining why this complaint was sent as well as informing them of The Homeowners Protection Act of 1998 ( HPA ), 12 U.S.C. 4901. et seq., also known as the PMI Cancellation Act, was signed into law on XX/XX/XXXX, became effective on XX/XX/XXXX, and was amended on XX/XX/XXXX, to provide technical corrections and clarification. The HPA addresses homeowners difficulties in canceling private mortgage insurance ( PMI ) coverage. It establishes provisions for canceling and terminating PMI, sets disclosure and notification requirements, and requires the return of unearned premiums.
Thank you, XXXX XXXX XXXX
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| 08/14/2018 |
Yes |
|
- Trouble during payment process
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Web |
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My mortgage loan was sold from XXXX XXXX to Loancare starting XX/XX/18. I made XXXX 's payment with XXXX XXXX on XX/XX/XXXX which they state has been transferred over but Loancare still says they have not received that transfer. I have been going back and forth between both companies trying to figure out what I can do to resolve this issue. They both kept telling me not to worry because I have a 60 day grace period before the payment is actually considered late. I have 15 days left until that 60 days is up and neither company have resolved anything. I have sent proof of payment via e-mail and talked to a manager at Loancare. The last thing I was told to do from Loancare was to get a print out of my transaction with XXXX XXXX from my bank for the payment made on XX/XX/XXXX and then send that via e-mail. That has been done and I am now waiting on a response. I ended up making a mortgage payment for the month of XXXX as well as XXXX on XX/XX/18 because I don't want any payments to be late. I have now made 4 payments for 3 months. I took out roughly 3,500 out of my savings just to make these payments for XXXX and XXXX since nothing has been resolved regarding the payment I made for XXXX on XX/XX/XXXX. I have been dealing with this for about a month and a half now and have definitely been losing sleep over it because I feel like there is nothing I can do. My XXXX levels are at an all time high because I have been working on building my credit for a couple years now and would hate for a payment to be considered late which is why I ended up just making the two payments on XX/XX/18. All I want to do is make my mortgage payments on time which I am fully able to do. It should not be this hard and stressful to make a payment on time. Every time I call either company I am being treated like I am trying to get by with something and everyone keeps telling me to not worry about it and that it will get resolved. I am very disappointed that neither company can figure this out and that I feel like it is up to me to correct this issue that is between them. This is very discouraging considering this is my first house I have ever owned and finding out THIS is what I am going to have to deal with from now on. I have had to take time away from my job several times to sit on the phone with both companies on many different days. This has caused enormous stress in my life that is not deserved. I can't wait until this is figured out if it ever will be.
|
| 02/13/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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|
Web |
Older American |
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XXXX XXXX, a corporate rep for LoanCare lied about the website not malfunctioning in XXXX of 2021 to justify keeping my {$30.00} ( regarding complaint ID # XXXX ). When I paid the {$1.00}, XXXX, the LoanCare rep who took the payment explained to me that he started working about the time when a lot of customers were calling because they were charged a {$30.00} NSF because the website clipped their checking account information and LoanCare waived their charges. He said that because they took the money from the excess in our principal, they would not return my money. The company paid many {$30.00} fees to their bank for the checks that didn't have sufficient information to process.
I believe that so many customers were using the website at the same time and it was not designed for the overload. Anyone who uses online access for bill pay knows that a website will not allow anyone to submit a payment with missing numbers. I retyped everything about 8 times or more because the site kept freezing or providing error messages for no reason and freezing again during the correction.
I told many representatives about the issue, asked for a supervisor, but no one cared in 2021, except one person who did let me know that 2 numbers were missing at the end of the account number. I asked if that sounded right to him because the site should not have submitted my information incorrectly, I would have seen and error message. The website literally submitted my information so quickly after I typed in the account number until it seemed as if something was wrong.
If LoanCare is covering up the fact that many customers experienced my issue at that time to justify taking my money for their malfunctioning website, they are dishonest, ethical, and untrustworthy. Two employees told me the truth about what happened and the corporate head, XXXX XXXX wrote a flat lie in her letter.
I am attaching a copy of XXXX 's letter, my credit report from about one week ago, and redacted copies of bank statements for XXXX and XXXX, 2021 balances, revealing the mortgage payments for those two months. The checking account, attached, is the account number that I typed into the LoanCare website.
We are not hurting financially, at all. We are just discussed with corporations run by people who have no credibility. We decided, after this incident, to refinance with a highly reputable company. We are refinancing with XXXX XXXX XXXX XXXX for a breath of fresh air.
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| 09/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My loan was transferred From XXXX to LoanCare effective XXXX/XXXX/XXXX. I was sent documentation from my previous loan servicer informing me of the transfer as well as LoanCare 's mailing address. I subsequently sent a payment by check to LoanCare 's XXXX. XXXX on XXXX/XXXX/XXXX.
After noticing on XXXX/XXXX/XXXX that the check had n't cleared, I contacted LoanCare 's customer service department. I was informed to place a stop payment on the check and make my first payment to LoanCare by phone. I was also informed that any fee to process payment by phone would be waived as I am a new customer. I then set up ( with the customer service representative ) an auto draft schedule for my monthly mortgage payments.
This afternoon ( XXXX/XXXX/XXXX ), as instructed, I contacted my bank and placed a stop pay ( costing me {$30.00} ) on my initial loan payment check. I then called LoanCare to make a payment by phone to find that ( as I have n't been sent any of my loan information ( e.g. account number ) so I could setup and pay from an online account ) I could either pay a {$12.00} processing fee to pay by automated phone service, or a {$15.00} processing fee to speak to a representative and pay. I opted to speak to a person, under the impression the fee would be waived. Once I was connected to the representative, I was informed that, despite what I the previous representative stated, not only was I still subject to processing fees ( thankfully the processing fee was waived ), but that a stop payment would n't ACTUALLY stop the payment on the check. Rather, LoanCare would still try to process the stopped check and I have would be subject tp ( yet another ) fee of {$20.00} for insufficient funds.
In summary, LoanCare 's inability to process a payment in a timely manner and misinformation of it 's staff has potentially cost me an extra {$65.00} on top of my mortgage payment. This is NOT an acceptable way to begin a business relationship. And judging by the many similar scathing reviews online, I 'm not the only unhappy customer.
How LoanCare can resolve this issue : I respectfully request that LoanCare reimburse me for the stop pay I was instructed ( by a LoanCare representative ) to place on my initial loan payment as well as any subsequent fees and fines I may be subject to pay to my personal bank ( i.e., Insufficient Funds fee ). I also request that any Insufficient Fund fees to be paid to LoanCare by the homeowner be waived.
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| 07/05/2023 |
Yes |
|
- Trouble during payment process
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Web |
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I fell behind on my home payments to Loancare and contacted them to resolve the issue in late XX/XX/2022. I was concerned because I submitted a check for 2 months payment and it was rejected and returned to me and they advised I needed to submit all late payments in XXXX lump sum, which was XXXX moths at the time. After it was determined that i could not come up with the whole amount i reached out and inquired on assistance to resolve the issue. They advised me to file for forbearance. On XXXX I provided documents and the application they requested. Then in XXXX I inquired weekly on the stauts and was advised to wait the full XXXX to XXXX weeks and they would reach out if any more documents were needed. At the XXXX week mark, I inquired again and they advise to continue to wait, after I advised several times that it was already XXXX weeks waiting the representative advised since no update was done on my file they would refile my application again, but advised not to worry that i would not be foreclosed on. Then mid XXXX, I spoke with a Representative that advised since I was not getting any traction with my application to file for Covid relief since she determined I qualified. I submitted my document and application again before thanksgiving and was assured I was not going to be foreclosed on. XXXX XXXX I started to get letters from a lawyer that I was being foreclosed on. When I contacted Loancare they advised there was no updated on my application but not to worry because the rep then gave me here direct number to contact to ensure my application was getting updates. I finally was advised they processed my covid relief on XX/XX/XXXX which I completed and returned the document the same day I received them. Loancare then advised to ignore the foreclosure letters as they had the documents they needed. Shortly after multiple people began to come to my house and knock XXXX asking for me to sell my property as the public records showed my house to be auction in mid XXXX. After the lawyers rescinded the foreclosure auction. I have been current on my payments since XXXX, even though my mortgage jumped up to XXXX from XXXX due to taxes and escrow. I am now trying to sell my house as I have accepted a better job XXXX hours away but can not get an approval due to missing payment for XXXX months after loancare continued to " loose '' my application multiple times.
Please assist in anyway possible, thank you for your time.
|
| 03/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I took out a 30 year conventional mortgage with XXXX XXXX XXXX XXXX in XX/XX/XXXX. The mortgage is serviced by LoanCare of XXXX XXXXXXXX, Virginia. There is NO escrow account for this loan- I pay all property taxes myself separate from the mortgage. I have never paid any monthly mortgage payment to LoanCare late, not even by one day. I have never paid my property taxes late for the property that is the subject of my mortgage with LoanCare.
The second installment of my XX/XX/XXXX-XX/XX/XXXX property taxes, owed to the XXXX XXXX, California property tax collectors office, was not due until XX/XX/XXXX. Again, I have never been late in the payment of any property tax payment. Nonetheless, in XX/XX/XXXX, LoanCare, without any authorization or right under the terms of my loan documents, claims it paid the second installment of my XX/XX/XXXX-XX/XX/XXXX property taxes two months early. LoanCare did this even though there is NO escrow account for this loan, and there was no default or late payment by me in the payment of any property tax due. LoanCare admits this payment was completely a mistake on its part. There is nothing in the terms of my loan documents that authorized or allowed LoanCare to make such payment.
Now, more than two years later, LoanCare has created a fake negative escrow account balance ( there is no escrow account for this mortgage ) for its unauthorized and improper property tax payment, and is demanding that I reimburse LoanCare for such unauthorized property tax payment. There is nothing in the loan documents for this loan authorizing LoanCare either to have made this unauthorized payment in XX/XX/XXXX, or to demand reimbursement for it from me now in XX/XX/XXXX. There is no escrow account for this loan and there was no right by LoanCare to make a property tax payment on my behalf for a payment not then due and not late or in default by me. Any unauthorized, voluntary payment by LoanCare was solely at their peril and is not my legal or contractual responsibility any more than if LoanCare made, say, a car payment on my behalf or paid, say, my XXXX bill and then demanded reimbursement from me.
LoanCare can point to nothing in my loan documents that gives them the right to obtain reimbursement from me for their unauthorized and improper property tax payment. LoanCare is now threatening to increase my monthly mortgage payment as of XX/XX/XXXX for its unauthorized XX/XX/XXXX property tax payment.
|
| 07/11/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I sent a payment of {$1900.00}. This payment was placed in escrow without my knowledge or my agreement. I made an inquiry to this payment in XXXX of XXXX and was told it would be taken care of.
I was told that the payment was placed in escrow since it was a partial payment ( short {$99.00} ). Payment currently just increases from {$1500.00}. I believe your company to be honorable and would ensure it would do as it said. When I noticed in XX/XX/XXXX that the payment still was not applied correctly to my account. I called your company and insisted that I speak with a supervisor. I was told the payment was never removed from escrow and that made my account appear to be three months behind. During this conversation, I was once again ensured that the payment would be moved from escrow to my principal mortgage payment account. I requested that any interest or fees that accrued due to the displacement of the funds be removed or refunded to my account. I was once again ensured that this would also happen.
In XX/XX/XXXX I called your company back once again because I notice the payment was still not applied to the correct account. I went through the process again explaining the problem and was ensure all corrections would be made as requested. Still, no progress was made on moving the funds to the correct account as of XX/XX/XXXX when I made another inquiry to why this problem persists. I was told this problem would be corrected by XX/XX/XXXX. I waited and called back to see if this was truly the case because, at this point, I have lost complete faith in anything I am told by your agents. Once again, I asked to speak with a supervisor, I was informed that the money would not be moved because it was past the six-month period to dispute.
I have been calling and disputing this issue since XX/XX/XXXX and now I am told that is can not be done due to time expiration. I was not informed in writing about the moving of my payment to escrow. I received no notice asking me if this was something I agreed upon. Each time I call the person I speak with has no record of the previous call or transcript of the calls.
I just received a denial letter from LoanCare which stated the same thing that they said over the phone. In the document attached they only included payments from XX/XX/XXXX until the present. My problem with that is why not send all my payments on the account so I can see how everything has been applied to my account.
|
| 04/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage servicer ( Loancare , LLC, or XXXX XXXX XXXX, it appears that XXXX is a XXXX of the other ) acquired my loan in XX/XX/2021. Under the terms of my mortgage, the lender requires XXXX XXXX insurance, and pays the premium out of an escrow account ; no other expenses are paid out of escrow.
Loancare notified me in a letter dated XXXX XXXX ( but received XXXX XXXX ) that they had no record of my XXXX XXXX insurance policy and intended to purchase force-placed insurance on my behalf. This was odd, since the previous lender they bought the mortgage of had been satisfied with the policy. Loancare directed me to a web form to upload my declarations page, which I did on XXXX XXXX. I did not receive the promised confirmation email, so I called them on XXXX XXXX. They had managed to lose my submission, but I got them to call my insurance company and confirm policy details. They confirmed verbally that the policy was sufficient, and then confirmed it in writing in a letter dated XXXX XXXX.
Meanwhile, around XXXX XXXX, my insurance agency sent Loancare a policy renewal notice for the policy expiring XXXX XXXX. ( They also sent me a copy of the notice. ) So you can imagine my surprise when, in a letter dated XXXX XXXX ( but received XXXX XXXX ), Loancare informed me that my flood hazard insurance had expired, and they intended to purchase force-placed insurance on my behalf.
I served Loancare with a formal Notice Of Error under XXXX C.F.R. XXXX, insisting that they perform their duties under the terms of the loan and restore my insurance policy using the money they've been collecting for that purpose and that purpose only. Given that the last time I had to go back and forth with them didn't seem to fix the problem, I am not hopeful and am looking into legal counsel, because this sure feels like they're dead-set on selling me insurance.
Strangely, my XXXX carrier informed me on XXXX XXXX ( as I was drafting this complaint ) that they received payment from Loancare on XXXX XXXX, which makes this threatening and errant letter from Loancare dated XXXX XXXX all the more suspicious.
Broadly speaking, Loancare 's left hand does not appear to have any idea what Loancare 's right hand is doing, and I wish I as a consumer had some choice in servicer -- but I don't, since my mortgage can be freely sold.
Letters threatening to buy force-placed insurance on behalf of a borrower should not be sent lightly.
|
| 04/19/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I have only been in my house for a little over a year and a half and already my original loan was sold to LoanCare a few months ago. They told me that my escrow account did not transfer over and 5 months later I received a statement from LoanCare stating that I have a XXXX XXXX dollar shortage and that my mortgage was going up $ XXXX /mo. I calle d immediately and was bounced around from one person to another saying that it was because my taxes or insurance went up, but I contacted my tax assessment office and insurance office and they did not. I was promised a call back and received nothing. After not receiving a call back I called again insisting to speak with a supervisor, to which no one was available. After calling back again the following night I was eventually told that until they figured out why there was such an increase in monthly mortgage payment, to continue paying my normal payment and they would get back to me. After trying to reach this same person time and time again with no such luck ( even though I had her name and ID # ), I was told that they could not honor the original agreement until they spoke with her ... which NEVER happened despite calling several times for over a full month. I went from speaking from one supervisor to the next and that they were going to send a 'priority email ' and that I would hear back the next day-which of course I never did. After calling yet again they were conveniently out of the office and I left another message with no response. After speaking to someone and reassuring me that things would be taken care of and I would get an answer the following day ... no one called and the increased mortgage am ount ( {$750.00 } higher than normal ) was directly taken out of my account without authorization. I called in a panic and no one was able to help me and I never received a call back. This company completely pushes you around fro m one person to the next and can never give you a straight answer or a call back. I had asked to meet in person but since they do not have a physical location they could not do this. They claim they could not cc me on any of their emails because they can only interoffice email which in 2017 seems like a complete crock. LoanCare is completely unreliable and it is pathetic that they can not even call back their customers and that are trusting them to handle thousands of their dollars and make false statements and lies.
|
| 02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have a mortgage with XXXX services by Loancare. I had never missed any payments in all the previous mortgage history. However, last fall, I was having financial difficulties due to COVID issues. I applied for a forbearance and was granted one. At the time, the woman I spoke with stated that the forbearance would add a couple of months to the length of the loan and would result in a little extra interest, which was expected. She said there would be no late fees or application costs or anything else to apply for or receive the forbearance. I did not make my XXXX or XXXX payments in 2020. I was able to resume payments for XXXX and am still current as of now.
In looking to refinance with the low rates, I pulled a Payoff statement which was {$320000.00}. I checked the Loancare site and my Principle balance is sitting at {$320000.00}. Looking at payment history without the unexplained additions, that should be correct. I called today to ask why there was an almost 6k difference and she pointed my to my payment history. On or about XXXX, there were charges added to my loan balance of XXXX and XXXX. She stated that that would represent the 2 missed payments. These two increases to my account increased my total loan amount. I asked why the loan amount increased and she stated that that was because those missed payments had been added to the loan. I do not believe that the 2 payments should be added as an amount. They should more properly as explained to me have not been deducted and my principle balance simply left alone to accrue interest during that time. I feel that this is double dipping and is wrong, but especially egregious considering the circumstances. The length of the loan increased to account for those, but the addition and increase of the loan amount itself is a concern and remains unexplained after a 45 minute phone call. She then said that it does not show up on the principle balance as it had been added as a secondary loan amount. I did not agree to this and feel that there is a fraud committed. Also, the 2 amounts added to my loan ( XXXX and XXXX ) total XXXX. My monthly payment is XXXX. The 2 missed payments totaled XXXX. So, even if they added the total amount of the 2 payments, then it is still still an additional XXXX that was charged that was not explained. I attempted to get an explanation and did not receive one, so i am reaching out to see if i can get some help explaining this.
|
| 08/02/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX LoanCare drafted a letter stating that I must change the account number that I am sending my payment to in order for my account to be properly credited. I did not receive the letter until the end of XXXX and XXXX 's payment went to the old account number. They did not credit the payment and I have called 6 times without getting any resolution. They have never returned any of my phone calls. The customer resolutions department is typically closed during the posted hours. The last response I got after calling customer service is that they never received any proof from me that any payments have been made. The last correspondence they have on record as being sent to me is that I need to send them proof of payments to which they have never received a response. They deny ever sending a letter stating that the payments were being sent to the wrong account number, but said that the note states that I called and told them that my bank was sending the payments to the wrong account number.
They first stated that missing payment was returned to me because I'd called and asked for it back. They had no documentation to support this and when questioned by Department of Veterans affairs they changed their story.
The next story is that the payments were being sent via regular mail and taking and they had no control over how long it took to get them. When proof was provided that the payments were made electronically.
The third story was the wrong account number.
On Friday, XX/XX/XXXX, I spoke with Arial in customer service ( she said she was a manager ) and I was told that there is no record of any of that, the only communication they have ever sent me was to provide proof of payments which they never received.
I called customer solutions on XX/XX/XXXX twice but was unable to connect with anyone, I left messages. I called three times in XXXX and left messages for someone in customer solutions. I did speak with customer service who told me that they would leave a message for someone to call and follow up, and also that the notes did not have dates so they could not tell what the dates were from the other times I tried to contact them or the date of the notes entered.
In XXXX and XXXX I was calling with a third party verifying the payment information on the loan and they reported the loan as 30 days past due and stated they would be sending the information to the credit bureau XX/XX/XXXX.
|
| 08/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I am a XXXX XXXX working with a client. I have beenb unable to resolve my issues with Loancare, despite numerous efforts. The client was approved for a trial loan modification with XXXX XXXX with instructions to make trial payments in XXXX XXXX. If the client maintained the trial payments, permanent modification documents would be sent out after the XXXX XXXX payment was received. The client made the XXXX XXXX payment but was informed in XXXX XXXX that the loan was sold to Loancare. The client began making payments to Loancare once he received updated payment instructions from Loancare. The client has been making payments on this trial payment ever since, but has yet to receive any permanent documents. At this time, the client made 2 payments to XXXX XXXX before the loan was sold and 4 payments to Loancare. I have tried reaching out to the single point of contact assigned by Loancare. He is never available and only returns voicemails if I escalate the case to a supervisor. When he does return the voicemail he tells me that he is escalating the case to underwriting and that I should check back in 24 hours and he will have the situation resolved. However, when I try to reach him 24 hours later, he is unavailable and does not respond. This " escalation process '' has occurred twice now. I have also tried speaking with a supervisor about this case but am repeatedly sent to voicemails. When I ask to speak to a supervisor who is available, I am told that the agents have no way of seeing who is available before they transfer the call. In the meantime, the loan is still listed as being in foreclosure status even though the client has fulfilled his obligations under the trial modification agreement. I also believe Loancare is continuing to charge late fees while they refuse to process the modification.
In addition to the specific mishandling of this loan modification, Loancare 's phone system is also incredibly difficult to navigate. I finally found the direct number for loss mitigation, as they are the only department with any authority to answer my questions ( per a customer service representative ) however, even when I call the loss mitigation department, my call is always rerouted to customer service or collections. The representative then tells me that since there is an overflow at loss mitigation they can not transfer my call back to loss mitigation but they also can not answer my questions.
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| 02/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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LoanCare is not mailing periodic statements for months, at least since XX/XX/XXXX but I believe longer. Nor have I received my year end tax forms ( this may still be excusable given the proximity to XX/XX/XXXX ). I have verified online that they have the correct address for me. I have verified I am not enrolled in online statements. I contacted them via their contact us feature on their website XX/XX/XXXX and their only response is below. I have tried to call during business hours and are repeatedly disconnected by their phone system with a message that it is not during their business hours ( I am calling after XXXX EST ). I expect paper statements mailed to me and I expect a refund of the fees I am paying them for online/phone payments when I don't have a statement to mail in with a payment. I get that as a borrower I do not get to select my servicer but I expect they comply with federal requirements to provide a periodic statement via mail unless I select other delivery options. I expect to receive a XXXX in the mail postmarked XX/XX/XXXX and delivered before XX/XX/XXXX. I personally think they keep the fees from processing online/ pay by phone payments and are leaving their borrowers no other option to make payments increasing their profits. My understanding is they are a debt servicer and I doubt that the owner of my mortgage knows that they are not carrying out their fiduciary responsibilities as a servicer. Below is my attempt to contact them a month ago and the only response I received from them Customer Service XX/XX/XXXX to me Dear 'XXXX ', Thank you for contacting your loan servicing team!
We have received your inquiry and are assigning it to the appropriate department where your request will be thoroughly reviewed and handled. Please utilize the ticket number provided which begins with the letters XXXX for any further communication relating to your recently submitted email request.
Please note : duplicate inquiries may prolong your time for resolution.
Your reference/ticket number is XXXX.
XXXX Your Inquiry ====== XXXX XXXX XXXX XXXX Morning ( XXXX ) XXXX Payment/Statement Inquiry According to the TILA I am to receive regular and accurate statements via mail unless I have requested otherwise. I have not been receiving statements in the mail and expect this corrected immediately. My mailing address is correct on file and this will be reported if not corrected.
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| 01/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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After purchasing my home, for over two years I was with my original mortgage company, and was not late one time in payments due to being able to use automated payments with online banking. In the XX/XX/2016, I received notice my mortgage was purchased by LoanCare LLC. When the time was right, I changed the payment address through online banking and paid XXXX payment. Seeing that this went through just fine, I had not seen there was an issue, and when XXXX payment came due, it was paid via online banking automatically. This payment was made XXXX/XXXX/16. It was n't until the first week of XXXX, well past the due date, that I became aware the XXXX payment was not accepted. Rather than notifying me of this, they returned the payment to my bank account XXXX/XXXX/16, and stated I was late for XXXX. I was given no reason, and had to reach out to them to find out. In order to be sure the payment was made, I used LoanCare 's online payment to pay XXXX. I received notice that my account number had changed which is why it was not accepted. Oddly, it was accepted for XXXX payment but not XXXX with no fair warning as to why, and no help notifying me to be sure to change my account number if paying by check. That being said, I changed the account number with my banks online payment in time to make XXXX payment. But, unfortunately, the problem happened again. And even though I had been watching closely, I had assumed it was accepted since the money withdrew from my bank 's account. Sadly, not the case again. This time my payment was not returned to my bank account until XXXX/XXXX/16 well after the XXXX deadline. I sent an email right away to find out what happened, and to this day ( over 1 month later ) I have not received a return message and still do not know why XXXX payment was not accepted. Rather than use my online banking, I 've decided to use LoanCare 's website to make the payments since I know this will work. But, the real reason I am writing this complaint is that I received notice that my credit is now over XXXX points worse ( from Excellent to Good credit ) because of these supposed late payments. Again, I had excellent credit for a reason. My only fault was thinking I could make payments with my online banking, and have found out this was not the case. I tried to dispute the this via XXXX but, today learned it was updated but still showing XXXX payment as late. Thank you for your time.
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| 01/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2019 I requested the cancellation of PMI on my mortgage with my lender LoanCare LLC., a sub-servicer of XXXX XXXX XXXX XXXX XXXX This request for PMI cancellation was due to two factors : 1 ) local market appreciation in Colorado 2 ) substantive and/or structural improvements made to the property. As part of this request, LoanCare had me pay-in-advance for a Broker 's Private Opinion ( BPO ) to assess the new value of the ( subject ) property.
XX/XX/2019 XXXX XXXX of XXXX XXXX XXXX XXXX conducted the BPO.
XX/XX/2019 I received a copy of the BPO that was used by LoanCare to determine whether the value of the property warranted PMI cancellation ( loan to value ratio of 80 % or less ). -See attached Document # 2- In the document, XXXX XXXX singled out two comparable properties ( comps ) that were most similar to my ( subject ) property and adjusted the value of my property based upon these market numbers. With the adjustments made using these comps ( CS1 and LC3 ) the averaged value of my property was {$510000.00}. With adjustments made with reference to all six of the comps, including those XXXX XXXX deemed less similar, the averaged value of my property was {$500000.00}. At the time that the BPO was conducted, an LTV of 80 % or less would have equaled a current property value of {$490000.00}. Despite his own adjusted values for current market comps equaling a minimum of $ XXXX and more accurately a value of $ XXXX for my property, XXXX XXXX listed an " Opinion of Price '' as {$480000.00}. A number that seemed arbitrary and exactly {$10000.00} less than that needed to achieve an LTV of 80 %. This notwithstanding the value of improvements to my property post-closing that XXXX XXXX estimated to be valued at {$22000.00}.
XX/XX/2019 I received LoanCare 's letter rejecting the request to cancel the PMI on my mortgage. In the letter, LoanCare neither referenced any data such as my current property value or LTV ratio to justify this decision nor did they discuss how this decision was reached. They only offered that I may, at my expense and at a cost of {$910.00}, hire an appraisal of the property. -See attached Document # 1- At this point, given the capricious and fortuitous ( for LoanCare ) value arrived at by the BPO which contradicted local market comp data, I'm skeptical of the independence of the " third-party '' contractors that LoanCare hires to do their BPOs and appraisals.
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| 09/20/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Sold house on XX/XX/2021. Escrow balance at date of closing was {$3000.00}. Debit in XX/XX/2021 of {$3000.00}, bringing the escrow balance to XXXX ( verified on XX/XX/2021 statement -statement attached ).
Waited a couple months for Escrow refund which never materialized. Began contacting company ( LoanCare ) in early XXXX, via numerous emails and phone calls. Customer Service contact line and options were all irrelevant to issue and unable to get a real person via phone. All requests for contact " looped back '' to recordings.
Contacted organization representative from original loan ( XXXX ) via email between XX/XX/XXXX and XX/XX/2021 and received a direct number to speak to someone at Customer Service on XX/XX/2021.
On XX/XX/2021, spoke to Customer Service representative and they acknowledged a discrepancy with the account/refund, as well as their inability to explain where the {$3000.00} balance/debit went. During this same phone call, Customer Service initially advised that it appeared we owed {$1000.00}, then reversed and said there appeared to be a balance, but did not expound on amount. Customer Service advised it would be deferred to Escrow Department and that a check would be sent within 7-10 days.
In early XXXX, we received a check for {$10.00} ( dated XX/XX/2021 - check attached ) for account refund " Miscellaneous Expenses '' - letter attached.
It should be noted that up to this point my wife was responsible for all contact with LoanCare representative with regard to this issue. Numerous contacts. On XX/XX/2021, my wife contacted Customer Service again because the refund issue was obviously not reconciled. Customer Service advised my wife she was not authorized to discuss the account. I immediately contacted Customer Service and was advised that the " system was down '' and my wife 's authorization status could not be verified. I then reiterated the issue with the escrow refund/balance/debit destination and my displeasure in the handling thus far. I was advised that the issue would be deferred to the Escrow Department ( or a department of that nature ) and that I would be contacted by them within 7 days. Unsatisfied with this, I pressed for a specific date and was told that if I do not hear from them by XX/XX/2021 to re-contact them.
This afternoon I emailed LoanCare and received an " out of office '' reply. Ive essentially had my fill of this run-around.
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| 09/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi, I live in Washington, D.C. and own a rental property since 2003. Since that time, the mortgage has been sold numerous times. It is now owned by a company called : XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX Phone number XXXX I have never missed a payment on this loan, I'm an excellent customer with a credit score ( mid 800s ), I know this because we bought a car two weeks ago. Now, here is my complaint, each time a loan is sold it's incumbent upon me to set up a new UserName and Password and get used to dealing with a new company. They try to make it seamless, sometime it is, other times it is not. It appears, based on a recent series of letters that XXXX XXXX, now has a business partner called Loancare, a XXXX XXXX to help manage the loan. As of late, I have been getting threatening letters that I need to show " proof of insurance '' otherwise, they will buy me property insurance. Mind you I have owned this condo nearly twenty years and numerous times over the years have turned over a copy of the Condo Board 's Master Insurance policy. Per DC State Law, it's not required they I have another insurance policy for " inside the apt '', but I do in fact, have additional insurance. After getting these harassing letters, I had to locate copies of both polices and send them to Loancare, so they don't buy me insurance. Mind you, I have no idea if Loancare is even a legitimate company, this is all very confusing to the consumer. But to avoid them buying me insurance I quickly located these policies and uploaded them to Loancare 's portal. Now, as soon as that process is complete, I have yet another letter from both XXXX and Loancare saying my payment is late. Mind you, I have had this loan since 2003 and it's on auto-pay, so I have no idea why this is occurring. If I try to call XXXX XXXX or Loancare the wait time is 30 minutes. This feel likes harassment and honestly I'm not even sure if Loancare is a legitimate company. Here is the Loancare info : Loancare, a XXXX XXXX XXXX XXXX, Virginia XXXX VA XXXX The customer service number is XXXX ; Collections number is XXXX Please look into these companies and into this business practice. I'm not sure if they are fraudsters, or just have terrible customer service. This just doesn't make sense, and I shouldn't have to spend time on something that should be so seamless, especially as a good customer. Thank you for attention to this matter.
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| 07/03/2020 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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This is a complaint against LOANCARE LLC, our home mortgage co., who has negatively impacted our credit history report for : names removed ( homeowners ).
On XX/XX/2020, we submitted a request for forbearance to Loancare in error. The next day, on XX/XX/2020, we contacted Loancare directly and cancelled the forbearance request. In addition to numerous follow up calls and emails in XXXX to confirm the forbearance has been cancelled. As of XX/XX/2020, I was reassured by Loancare that our forbearance was cancelled and it would not affect our credit report.
However, on XX/XX/2020, we were working on refinancing with another mortgage lender and was notified by them that our home mortgage was in forbearance, therefore, we would not be able to refinance until we get it removed off our credit reports.
So on XX/XX/2020, we contacted Loancare to dispute the forbearance on our credit report. That on our credit reports, under the Remarks, Side Note and/or Special Comment Sections : states Account in Forbearance and this must be removed off our credit reports since we cancelled on XX/XX/2020 and our account was never in forbearance.
Nevertheless, on XX/XX/2020 and XX/XX/2020 Loancare confirmed that the forbearance would be removed off our credit reports as of XX/XX/2020. But as of today, XX/XX/2020, our credit reports still states that we are currently in forbearance. For example, XXXX states under Remarks Account in Forbearance reporting as of XX/XX/2020.
Furthermore, as of XX/XX/2020, even after speaking with Loancares Collections Dept. and Supervisor regarding this forbearance dispute, requesting to have " Account in forbearance '' remarks/special comment removed off our credit report, I have LOST ALL CONFIDENCE in their ability to resolve this credit dispute. Not only has this drained our time and energy, but weve been unable to refinance our current VA home loan with other lenders with rates offered to us at 2.25 %. In addition to our credit scores dropping from above 825 to below 750, this takes us out of the Excellent category which further negatively affects our borrowing efforts affecting our rates.
Conclusion : LOANCARE LLC needs correct and remove the " forbearance '' language off of our account with all the credit reporting agencies which is stated in Remarks and/or Special Comment Sections : Account in forbearance since we have never been in forbearance.
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| 11/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XXXX/XXXX/XXXX a letter was sent out to me advising me that I was denied a loan modification. The letter stated that I was evaluated for mortgage payment assistance based on eligibility requirements of Fannie Mae. I wasnt told which options were reviewed and I was not told which eligibility requirements I didnt meet. My HUD approved Housing XXXX called Loan Care at XXXX on XXXX/XXXX/XXXX to discuss the evaluation of my mortgage foreclosure alternatives as XXXX XXXX advised we do on the denial letter. Upon calling the XXXX XXXXXXXX spoke with XXXX XXXX ID # XXXX, whom said that she didnt see why exactly the loan was denied for a modification. She said that she would have to have the underwriter call the XXXX XXXX back with an explanation.
On XXXX/XXXX/XXXX my XXXX XXXXXXXX called back, as she had not heard back from the underwriter. She called the loss mitigation number listed on the denial letter of XXXX, which is supposed to be a dedicated Loss XXXX XXXX line. However, the line was somehow routed to customer service, which then was routed to who knows where and the XXXX spoke with XXXX XXXX # XXXX. XXXX stated at first that she wasnt sure why it was denied either, but upon further investigation she stated it was denied because the financials didnt match up. She said that possibly my bank statements didnt match up with my expense statement, but again could/would not actually confirm if what she was telling my XXXX was the actual reason for denial or her assumptions. She said that the income listed on the XXXX was less than what they calculated, but she could/would not tell the XXXX XXXX XXXXXXXX what or how my income was calculated. As things escalated with XXXX she stated that she didnt need to tell my XXXX XXXXXXXX why it was denied at all. XXXX stated if we didnt agree with the denial that we should write an appeal letter stating that we appeal the denial. She said it doesnt matter why we dont agree with the denial, just that we dont agree. She said that it would then be reviewed again.
The issue I have is that I was not given a proper list of what XXXX XXXX options were reviewed or why I was denied these options. I was told to just appeal the denial even if I dont know why I am denied. I will write an appeal, but I dont even know what my reason is for appealing. I dont know what barriers I need to overcome, if any, to qualify for a loss mitigation option.
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| 09/06/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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To Whom It May Concern/ I received my denial letter for my loan modification on XX/XX/2019 due to not enough income. When I first applied for a loan modification my XXXX XXXX XXXX application was pending. I was recently approved for my XXXX XXXX XXXX week a ago. My new monthly amount is {$3400.00}. I was told by XXXX XXXX from the Loss Mitigation on XX/XX/19 that my modification was denied due to not having enough income and to many high credit card bills. And I would receive a denial letter in the mail shortly. On XX/XX/2019 I reached out to XXXX XXXX XXXX to consolidate my unsecure debt. XXXX XXXX from XXXX XXXX XXXX set me up on a payment plan enrolled me in the program effective immediately. I submitted my appeal via email to XX/XX/19 @ XXXX. I sent the company the paper work from the XXXX XXXX XXXX and my new income from state XXXX. I have been calling Loan Care and explaining to them I want to keep my place and that I will be on XXXX XXXX for this rest of my life. It has been a struggle to pay my mortgage because I've been waiting for XXXX XXXX XXXX to approve my case. I have never been late on my mortgage until I was place on XXXX. I called Loan Care and spoke to XXXX a customer service rep and told her I was waiting for my payment and didn't want to receive a 30 day late mark on my credit report. She told me the company does not report to the credit agencies until XXXX of each month. She said if you make your payment before XXXX the XXXX you will be fine. I said are you sure and she told me yes. I made my XXXX payment over the phone XX/XX/19 with a rep by the name of XXXX. I received a alert from credit report today XX/XX/19 that I was reported 30 days late. I called Loan care today and spoke to XXXX about my the late mark on my credit report. He placed me on hold and spoke to a supervisor and they told me that even-though the rep XXXX gave me the wrong information. I could try and dispute the late mark, but he said it isn't a guarantee they late mark will be removed. I told XXXX since all calls are recorded can they play the call back and verify I was given the wrong information. I have been giving wrong information from different customer service reps and treated poorly I believe because of my XXXX. I feel like Loan Care doesn't want to help me with my mortgage loan. They rather see me lose my house and not help me. I believe its because of my XXXX.
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| 08/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was purchased and taken over by LoanCare , LLC I was making my full payments on time but would pay partial payments through bill pay services with my bank before the due date or 15 day grace period.
I made a payment by bill pay {$320.00} that cleared my bank account XX/XX/XXXX for due date XXXX I made a payment by bill pay {$1200.00} that cleared my bank account XX/XX/XXXX for due date XXXX {$320.00} + {$1200.00} = {$1500.00}, total due was {$1500.00} on XXXX I made a payment by bill pay {$670.00} that cleared my bank account XX/XX/XXXX for due date XXXX I was planning to make the rest of my payment on pay day XXXX before 15 day grace period which would have been XX/XX/XXXX.
I received a letter that stated that I had missed payments so I called on XX/XX/XXXX, I was informed that they don't accept the partial payments, only in full payments. They were willing to help me out and reverse all the payments that I made that applied to principal and apply them to my monthly payments. They agreed to reverse all 3 of the above payments that I made. I was told they were all set up and would take 7-10 business days.
I called again on XXXX to make sure the final amount owed for XXXX was correctly applied to my XXXX payment rather than my bill pay services through my bank. I paid {$850.00} on XXXX for a total payment of {$1500.00} for my XXXX payment due XX/XX/XXXX with grace period. Amount due total for the month was {$1500.00}. I also went over the reversed payments and all the dates and amounts again and was told everything was still in the process or completed.
I received another notification that I was still missing a payment and was in 30 days of default and may lose my home to foreclosure.
I called again XXXX they informed me I was still missing {$320.00} towards my payments and that they would set up the {$320.00} again for reversal from principal to apply to payment.
In the mean time they reported to the Credit Bureau that I did not make my mortgage payment and it dropped my credit score by almost 120 points. I made every step to correct this back in XXXX and there should have been no reason why they should have reported it to the Credit Bureau. They assured me several times that all payments were going to be reversed and correctly applied to my payments and that there would be no late payment and my account would be in good standing.
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| 01/11/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I received an escrow analysis from my mortgage servicer Loancare on XXXX/XXXX/XXXX. There was a check for {$170.00} for overpayment to escrow. Then I notice, they raised my payment by almost {$100.00} per month for an anticipated escrow shortage for XXXX. Looking closely at the analysis, I saw a gross miscalculation on what my next years taxes would be which is why they were raising the payment. I checked with XXXX to assess what the taxes would be and was correct that Loancare made a gross error. I called Loancare immediately and sent concern via email. Email went unanswered. The agent I spoke to could see the error and requested a new escrow analysis. 2 weeks later I received a statement still indicating the wrong payment amount and no info on the new analysis. I called again and was told the new escrow analysis would not be complete till XXXX XXXX. I expressed concern about my XXXX payment. I was assured it would be done in time. Checking account on XXXX XXXX showed no change. I did send a payment of {$1200.00} which was less than the statement, but more than what I should have been charged to cover escrow and called again ( XXXX XXXX ) I was assured they knew of the error and they were working to correct. Today, they show receipt of my payment, they took PMI ( which I 've asked to be removed since my loan to value warrants, but they say they can keep charging for the first 12 years of the 15 year loan ) but have not applied the rest to my account. Now I 'm afraid my credit rating will be damaged because of their error and their lack of attention in getting resolved in timely fashion. Tried to call today to check status and was on hold for 20 mins. Gave up.
They are already holding way more of my money in escrow than allowed by law, and now endangering my good credit rating by not applying the payment I made. I am in progress of refinance to get away from them. But you should know, this company seems to have some very dirty practices in taking and holding customers money. 2 months to resolve an issue like this with as many calls as I 've made to them is incomprehensible. They do not respond to requests and issues made in writing either.
Even if you ca n't help me, LoanCare 's practices and customer treatment should be looked at. I would bet I 'm not the only XXXX they 've done this to.
Feel free to contact me if you need more info.
XXXX XXXX XXXX XXXX
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| 06/15/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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For over six months I have been attempting to work out a Loan Modification agreement with this company since the end of 2021. I do not believe this is a legitimate company and I feel that they intentionally engage in dishonest tactics and unfair business practices. The CFPB does exactly nothing about it, Per my attorney 's instructions, I am filing a final complaint before commencing a lawsuit. I requested a loan modification due to employment income loss from XXXX which has never returned. I couldn't afford my payments prior, and now LoanCare has made me an offer raising my FHA interest rate from 4.00 % to 5.20 %, and my monthly payment from {$1600.00} to {$1700.00}. No reasonable person would agree to this offer, therefore, I can only believe the offer was made in bad faith. Additionally, LoanCare turned my account over to collections during the review process of their loan modification process, which I believe is a violation of the Fair Credit Reporting Act.
I have attempted to work this out with the company directly multiple times, they refuse. Therefore, since the company is aware I couldn't afford my payments previously, refused to lower may payment and APR as requested, and has assessed bogus attorney fees {$1000.00}, which I will not pay.
If LoanCare wishes to avoid a court resolution to this matter, they can re-extend the previous offer to lower my payment and APR. If not, I will have to pursue any and all available damages in court. No part of me believes LoanCare is a legitimate business or that they executed any of their dealings with me in the past year in good faith.
I have also applied for assistance from XXXX for funds to pay all of the back payments I owe to LoanCare. If I receive these funds, it would bring my account current with LoanCare. They would then have no basis for any of the actions they have taken against me, including foreclosure during their own modification review process.
I would also like to reiterate the company made me a different offer previously for a lower payment and APR, so it can be done. However, because LoanCare so XXXX, the documents arrived after their expiration date, so they were invalid and I had to start the process all over again. I'm asking LoanCare in writing, one final time, to do the right thing and re-extend the previous offer, they claim expired due to their mail issues, to avoid litigation.
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| 01/27/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX XXXX, which is Subserviced by LoanCare, entered my mortgage into forbearance in early XXXX due to hardships that we were experiencing due to the COVID pandemic. I requested to come out of the forbearance ( terminate forbearance ) over 6 months ago ( XX/XX/XXXX ). We paid 3 months of trial payments and was supposed to be given loan modification documents to sign and get notarized. Since then, LoanCare has purposefully delayed the processing of my loan modification documents. In XX/XX/XXXX, they finally sent the loan modification documents to me at the correct address, but my wifes name was incorrect on the loan modification documents, so we could not process ( notarize ) those documents ( they erroneously used her maiden name ). Since XX/XX/XXXX, we are still waiting for LoanCare to re-send the corrected loan modification documents back to us ( with correct names on documents ). We have spoken with at least 15 different Customer Service representatives on 15 different occasions. All promise to have the corrected documents expedited to us so we can finalize the loan modification and get our mortgage out of a forbearance status. Until this day ( XXXX XX/XX/XXXX ), we are still waiting for LoanCare to send us the correct documents ( its been almost 3 months since the incorrect documents arrived ). Because we have not received the corrected set of documents, we are unable to proceed with finalizing the loan to bring our mortgage loan current. The delays have caused undue hardship and financial damage to our family. We have to relocate to another state and our home still being in a forbearance status is impeding our ability to purchase a new home. In addition, the forbearance remaining in our credit reports is costing us additional money due to increased interest rates on our lines of credit.
We need LoanCare to overnight mail the corrected set of documents to us so we can sign them and get them notarized ASAP. We asked them to email the documents and we would even print them ourselves, but they refused to email the documents as well. Taking over 6 months to get us out of our forbearance is excessive and giving the appearance of intentional fraudulent activity. Each day that our mortgage remains in a forbearance status, is another day my family is hurt by this company and its excessive delays in processing our loan modification documents.
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| 05/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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LoanCare XXXX XXXX XXXX ( XXXX ) I have maintained insurance on my property and paid for the policy separately from my mortgage and escrow account. I have sent this information to LoanCare. LoanCare accepted my policy in XXXX. Then in XXXX they rejected this policy and on XX/XX/XXXX they charged me {$2400.00} for a XXXX XXXX XXXX XXXX XXXX XXXX ). I protested this and on XX/XX/XXXX they accepted my policy and credited me for the {$2400.00} they had charged me back in XXXX. Then without any explanation on XX/XX/XXXX they once again charged me {$2400.00}. Then on XX/XX/XXXX LoanCare charged me {$2400.00} for the next years insurance. I continued to maintain and pay for my own policy. I continued to protest the placement of XXXX but without results. On XX/XX/XXXX LoanCare charged me for an additional year of XXXX at a cost of {$2400.00}. I once again I protested and provided the policy that I purchased separately and LoanCare once again rejected my policy.
The policy that LoanCare purchased placed the value of the house at {$220000.00}. The XXXX XXXX XXXX values the building at {$3000.00}. I protested the improper valuation of the building for insurance purposes and talked with insurance experts who stated that even thought the insurance policy was purchased with a valuation of {$220000.00} if a claim was made the insurance company would not pay a claim for anything more than the actual value of the house or {$3000.00}. Essentially the purchasing of the XXXX for a {$220000.00} valuation was simply a fraud that increased the XXXX XXXX XXXX. I discussed this with the Insurance company, and they told me that they were not allowed to discuss this with me. I needed to discuss it with LoanCare because LoanCare was the insurance agent that placed the policy. LoanCare refused to discuss this with me.
On XX/XX/XXXX LoanCare almost doubled my escrow payment from {$490.00} to {$930.00} to cover the cost of the XXXX. At this point I had been protesting the XXXX with no results from LoanCare for over 18 months and I was not getting anyone at LoanCare to respond to my complaints. So at that time I wrote to LoanCare to explain that I would not put insurance money into their escrow account. I made every effort to resolve this with them and they refused to communicate with me. On XX/XX/XXXX I reduced my payments to LoanCare to exclude the XXXX cost they charged me.
|
| 10/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX, I was two months behind in mortgage payment. My bank sent two payments toward the payment of my mortgage for {$2000.00} and {$1300.00}. My regularly monthly payment is {$2000.00}. The late fee is {$60.00} and there is a {$15.00} inspection fee. The mortgage company statement do not reflect what happen to the {$1300.00}, however, there is a {$750.00} in an Unapplied Amount account. Loan care has taken more money from the {$750.00} that now the XX/XX/XXXX statement reflects that there is only {$290.00}.
I am attached the XXXX Monthly Statement which shows that the two payments were made. XXXX payment was paid in full ( {$2000.00} ), XXXX monthly payment was short and XXXX payment was paid of {$2100.00} - XXXX + XXXX + XXXX ( XXXX ) = {$24.00} overage. I do not know what suspense account did the {$24.00} go into. I don't know because I did not received a monthly state for XXXX and I was denied access to the Loancare website.
I made several calls to Loancare to find out what happen to my money and why I know longer could have access to Loancare website. I was transferred to their Bankruptcy department, customer service could not address none of my concerns. I didn't understand why I was transferred to a Bankruptcy department since I haven't filed for bankruptcy since XXXX and my house was not apart of the bankruptcy. I was told by the Bankruptcy department that the {$15.00} fee would be charged to my account on a monthly basis because I file for bankruptcy. I asked them why and I told them that XXXX XXXX XXXX nor XXXX XXXX XXXX charged me {$15.00} per month. XXXX and XXXX inspected my house if my mortgage went more then 3 months past due. And where in my contract it states that they can charge me {$15.00} inspection fee monthly. I was told by the Bankruptcy department that those were the agreement that was made with the investors. And the investors are making this call for me to pay {$15.00} monthly.
The Bankruptcy department said that I need to put my complaints in writing. I was given an email address and I wrote my complaints and was given a Ticket # XXXX, on XX/XX/XXXX. I waited for a response until XX/XX/XXXX, and I wrote to the customer care department again and I received a response that this email no longer being monitored. Now I am being told to go to the website that they denied me access to.
Please help me ... .thanks
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| 07/05/2023 |
Yes |
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- Trouble during payment process
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Web |
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LOANCARE/XXXX XXXX At the end of XXXX I purchased my home and property. The first payment was due XX/XX/XXXX. The payments were set up electronically to come out of my wife 's account at XXXX XXXX. All payments were made and made on time. During the pandemic a forbearance program was offered to us and we took advantage as the program seemed beneficial. I later found out by calling the company with questions that they only showed one payment EVER being made and that they were attempting to get in contact with me. So after being in the forbearance program for many many months it now shows as a rolling late and has ruined my credit. I confirmed that they had the wrong phone number, mailing address and email on file. I explained that ALL payments prior to starting the forbearance were paid on time. I also asked why they wouldn't have informed me that there were any payments that showed unpaid. After attempting to get answers and following their direction to send proof of payments in which took 3 different times mailing and also faxing, I wasn't able to gain any ground with them. In the meantime the forbearance had to be extended multiple times for them to review the documents that according to them takes 45-60 days. I was told that they received the documents then after not hearing anything for 60 days I called back and was told they do not have any documents.This happened multiple times. They were sent certified mail. The stress level has been unbearable as we are about to lose our LIFE home. The have demanded all payments which at time time was over {$130000.00} and is much higher now. We have hired an attorney that has drained my savings account and he has now had any cooperation either. I have even attempted sending a payment in as I was advised and it was returned.At this point I am extremely concerned that we are losing our house because of someone else errors. I really would like to know where our payments went. This is our home and our investment. It has been almost two years and my wife and I had to put off a new roof and other much needed repairs due to the not knowing. As you can imagine we now have water damage because of the delay 's and other issues. There are of course more time-lined details we have recorded when needed. Our attorney was able to move the Trustee Sale Date to XX/XX/XXXX at XXXX XXXX.
Thank you in advance, XXXX XXXX
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| 12/29/2022 |
Yes |
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- Trouble during payment process
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Web |
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Our home was impacted by Hurricane Ian ( XX/XX/XXXX ) it sustained substantial damages including roof and water damages loss of use due to mold and the roof coming off the home. We filed an insurance claim and have been sent a partial payment of our loss which had the mortgage company 's name on it. They have held the monies {$73000.00} in an restricted escrow account ( XX/XX/XXXX ) and have not released any monies to us to start repairs on our home even after submitting documentation to support ( XX/XX/XXXX ) that we have paid out of pocket to start the repairs including electrical work, a deposit on the roof and money to attempt to repair the air conditioning unit. We have been trying to get funds since XXXX. We now have paid the roofing company to get the roof on {$9900.00} and they the company still has not released the funds and we get different amounts that they say they will release and some agents say that they will release 25 % would be approximately {$18000.00} which would cover the roof but then we get another agent that said that they will only release {$10000.00} ( XXXX in resolutions dept XX/XX/XXXX ) due to the status of our mortgage at the time of loss which was in a modification status ( which was approved ) and the mortgage company does show that our account is current. Our home continues to deteriorate because we can not get the repairs done with out the funding. We can not get the company to release the funds. We are unable to live in the home due to the damages and will continue to incur costs above our normal budget and put us further behind and continue to put us in financial hardship. I have called to the loan modification department to see if they can talk to the claims department to advise of the status and was told it does not matter and they will not change it. We offered to provide the company with the copy of the work permit signed by the county showing that the work had started and that they should release the funds and they would not accept that at proof. They have scheduled an inspection on our property for XX/XX/XXXX which is the earliest that they will come out and that would only to release the roof funds but the roofing company will likely put a lien on the home because I do not have the funds to pay them the final payment for the roof as Loan Care claims department will not release the funds. Please help.
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| 09/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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MY MORTGAGE CHECK HAS BEEN STOLEN BY ONE OF LOANCARES EMPLOYEES -- >ACCOUNT OF ATTEMPTED IDENTITY THEFT BY A LOANCARE EMPLOYEE -- < XXXX XXXX Acct # xxxxxxx LoanCare Mortgage Acct # xxxxxxxxx SS : xxxxxXXXX INCIDENT DESCRIPTION ; My bank -- -- issued an automatic payment check payable ( mailed ) to LoanCare , LLC ( copy attached ) in the amount of my XXXX amount due ( {$1900.00} ). The check was stamped Received XX/XX/2019. Yesterday, I received a hand-written letter from a XXXX XXXX ( XXXX ) of XXXX XXXX XXXX, XXXX, NJ XXXX. ( Relevant documents attached. ) The letter to me claimed : 1. LoanCare LLC had written her a letter enclosing a copy of the above check ( my mortgage amount ), with the Credit to the account number ( old XXXX mortgage account number ) typed above Pay to the order of LoanCare , LLC ; 2. She said that LoanCare LLC alleged in that letter that the amount of the check had been erroneously deposited towards her mortgage which was sold over a year ago ; 3. Because her account had a XXXX balance, LoanCare was returning the check to her ; 4. Along with my NEW LoanCare account number!!! And 5. She was being extremely conscientious about writing me about this mix up so that this mix up on their part does not cause you any added grief or stress ; and 6. She enclosed the To whom it may concern, memo she says she sent to LoanCare LLC notifying you that ( a ) Mr. -- -- -- had accidentally put the wrong loan number on the check ( a type-in number by my bank is no accident ), and ( b ) And, The representative at LoanCare LLC also asked me to include Mr. -- -- - 's loan # xxxxxx ( WHY? ) Question : Where is the physical check made out to LoanCare LLC???
Another question : What would be the reason for LoanCare LLC to send my check to her?
Further : ESPECIALLY WITHOUT CASHING IT, since they evidently KNEW the new LoanCare #?
Further : My bank noted that LoanCare had cashed my XXXX check by looking up that #!!!
This is a ( pathetic ) attempt to steal my identity and bank information.
I have closed the account the mortgage payment was drawn on, opened a new account, and paid my mortgage on the phone today. ( I need to get a refund for the {$15.00} phone payment fee. ) I have notified the police in XXXX, CT, of this attempted identity theft.
LoanCare LLC needs to launch an immediate investigation of its payment processing personnel!!
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| 10/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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I have a home mortgage with XXXX, which transferred mortgage servicing to LoanCare on XX/XX/2021. XXXX sent me an annual escrow statement in XX/XX/2021 which showed an escrow shortage of {$250.00} ( document attached ). I mailed a check for {$250.00} along with their payment coupon ; that check was cashed on XX/XX/XXXX and endorsed to LoanCare ( document attached ).
Because I was concerned about the servicing transition between XXXX and LoanCare and did not want my monthly payment to increase, I also transferred {$250.00} online via XXXX Bank on XX/XX/2021. ( XXXX recorded the transaction on XX/XX/XXXX. Document attached. ) LoanCare, however, credited my account with only XXXX payment of {$250.00} and increased my monthly payment.
I have had multiple conversations with LoanCare customer service agents about the missing {$250.00}. Per their instructions, I sent an email on XX/XX/XXXX to XXXX explaining the problem and attaching a copy of the cancelled check ( email copy attached ). The following day, I received this confirmation from them : " We have received your recent inquiry regarding your mortgage account. Your information has been forwarded to the Processing Team. Please allow time for further review and resolution. '' After another discussion with customer service, I sent an additional email to paymentresearch on XX/XX/XXXX, again attaching a copy of the cancelled check. They replied with " We have received your recent inquiry regarding your mortgage account. Your request is still open and being reviewed. Please allow time for research and resolution. '' In XXXX, my monthly statement included a massive number of entries by LoanCare -- between XX/XX/XXXX and XX/XX/XXXX, they reversed and reapplied 57 line entries. ( Copies of payment history attached. ) In that process, they did credit the missing {$250.00} -- and then they reversed it again.
My latest conversation with LoanCare was last week, when an agent once again assured me that he understood the problem and could get it corrected. However, he " could not reach the back office '' where corrections are evidently actually made, and he assured me that I would hear from him as soon as he had an answer. That was over a week ago. I told him that if I didn't hear from him by the end of the week, I was going to file a complaint with CFPB ; that is what I am doing.
Note that there
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| 12/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/XXXX, i submitted a request for mortgage assistance to LoanCare and was advised it was under review. In XXXX XXXX I called and spoke to an agent, XXXX at XXXX and she told me that i was approved for a six month forbearance plan and to not make a XXXX payment and my new payment of XXXX would start in XXXX, XXXX. My loan was current at the time of the call. I paid XXXX on XX/XX/XXXX for my XX/XX/XXXX payment. She said no to make a XXXX payment and in XXXX XXXX i made my new payment and submitted a payment of XXXX. She advised while i was in the forbearance plan there would be no negative credit reporting or late fees. Due to the Covid outbreak the forbearance was extended and on XXXX XXXX I spoke to XXXX at XXXX and she said the forbearance was converted into a Covid forbearance and again assured me there would not be any negative credit reporting. In XX/XX/XXXX i began bringing my account current and by XXXX it was current and on XXXX XXXX I requested the forbearance be cancelled and received and email on XX/XX/XXXX that it was cancelled. On XX/XX/XXXX i pulled my credit report and it shows 11 late payments during that time. I submitted a dispute via the credit reporting agencies and also thru Loancare website. I recd a notification form Loancare stating it was recd. but no resolution. The credit agencies said the sent a dispute and Loancare said the report is correct. Today, XX/XX/XXXX, a spoke to an agent XXXX at XXXX, who said the reporting is correct because i was 30 days past due in XX/XX/XXXX. That is not true, their agent told me not to pay in XXXX. This had ruined my credit and now loancare refuses to repair my credit. These mortgage servicing companies are adding additional stress to homeowners during this stressful times and ruining their credit. I kept notes of everything told to me and now they will not honor the agreement and remove the negative reporting.They also still have me in a forbearance plan even with the email from XX/XX/XXXX advising me that it was cancelled. I am requesting help with repairing my credit and removing the forbearance plan XX/XX/XXXX. Also I repaid the money and my account has been paid in advance for months and they keep sending my documents to complete for a loan modification.These are very deceptive practices. I repaid all monies because they never presented the option of a deferral to me.
|
| 02/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Information belongs to someone else
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|
Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX LOANCARE XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX Acct # XXXX LoanCare Mortgage LLC # XXXX Date Loan Open : XX/XX/XXXX Loan Modification Date : XXXX XXXX File Number : XXXX Dear : to whom it may concern I am writing to inform you that XXXX XXXX XXXX has taken out a mortgage in my name without my consent. I first became aware of this situation when I received a letter from your institution regarding the mortgage. I was shocked and dismayed that someone had used my personal information to obtain a mortgage without my knowledge or permission. I have all the necessary documents to prove I'm a victim of identity theft. I strongly request that your institution take immediate action to rectify this situation. Specifically, I ask that the mortgage be canceled and removed from my credit report. I have also attached any documents that may help resolve this matter.
XXXX XXXX XXXX asked me to help him close a deal on XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX, NY XXXX. XXXX XXXX XXXX told me he needed someone with a fair credit score. I agreed and rented a room and a 1 % on the deeded. A year passed by I found out that he had taken a loan of {$450000.00} without my acknowledgment!? That's when I told XXXX what happened and why I have a mortgage under my name ; he told me he has a lawyer working on it. It would not affect my credit. That's when he toke me off the Deed that I was on 1 %. I didn't sign any paper or no cosign on the mortgage.
He sent me an Email on XX/XX/XXXX, After I disputed the claim. He asked me to notarize a letter to take me off my credit report. The 2nd email he sent was an error. We all had to sing on the same day. We had to do it over again. The date has to be the same. Then we had to do it two more times because you need all four parts together : XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX. After going through that, I discovered he did a mortgaged modification. He removed me from the Deed, kept me on the mortgage, made a loan modification, and took an additional {$50000.00} loan. He promised to remove my name from the mortgage and tricked me into signing, and I thought he was pulling me from the loan mortgage.
Thank you for your time and attention to this matter. Please go over the Document and review it yourself.
Sincerely yours XXXX XXXX
|
| 02/04/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
Our home was flooded in XX/XX/XXXX & we received checks to repair our home from XXXX with no problem, but we had to forward those checks to our mortgage company, which is Loancare in XXXX. They are refusing to forward our final check to us, in the amount of {$9500.00} ( which we sent to them in XX/XX/XXXX ) -the reason they are giving is because we allegedly owe the contractor we fired in XX/XX/XXXX, {$2500.00}. This is false, because the sub-contractor who actually finished the work for us was paid this remaining {$2500.00}. ( The sub-contractor was approved by Loancare ). The contractor we initially hired was XXXX XXXX of XXXX in XXXX TX, and he was not what he appeared to be, so under the advisement of both the XXXX and our Insurance Adjuster, we fired XXXX. Also, XXXX of the XXXX is in the process of investigating XXXX as they can find no trace of him having a plumber 's license, which was needed to do the necessary plumbing work in our home. We asked XXXX for proof of his license/insurance on several occasions, and he provided false numbers to us each time, and so we terminated his contract with us. We did keep Loancare apprised of everything, including sending them copies of all our correspondence with XXXX, but Loancare still refuses to release our money to us. Loancare is stating that in order to release our money, we need to get a signed statement from XXXX that we do not owe him the XXXX-which he refuses to do-so we are at a stalemate, and therefore can not complete the repairs on our home. We feel that Loancare is just using this as an excuse to hold on to our money, and have told them as much, and we do not get anywhere at all when speaking to a CSR. They will not respond to our repeated requests to release our money-they just say it is " in escrow '', and refuse to release it! We have had horrendous treatment from Loancare from the very beginning, and they have given us a very difficult time on each and every occasion we requested them to forward us a check from our insurance money. They also kept changing the percentage of " inspection completed '', so that they could hold on to our money longer! Loancare are very unhelpful and unprofessional, and we have seen a great many complaints from other people regarding similar issues with this company, and we feel they need to be investigated for these kinds of irregular practices.
|
| 09/26/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
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My husband and I are experiencing a nightmare. We've been caught between our mortgage lender " LoanCare and XXXX XXXX XXXX XXXX '' and the HOA provided insurance from XXXX XXXX ( in the XXXX XXXX where we live ). For 3 years, XXXX XXXX 's insurance has covered the exterior of our home and 45 other homeowners.
I got a new phone ( after smashing my previous phone in a bicycle accident ) so most of my correspondence has been lost due to transfer, however, this has been an ongoing issue since XXXX. In XXXX of this year, it seems to have become unresolvable without intervention. I phoned LoanCare and XXXX XXXX XXXX XXXX, in XXXX through XXXX + uploaded ( to their portal ) all the proof of insurance showing appropriate coverage for the exterior of our building. All 45 homes in our community are covered by XXXX XXXX 's policy and not one other homeowner has had these issues with their mortgage provider. Loancare refuses to accept our H.O.A. provided insurance and claims that it does not provide Wind/Hailstorm coverage for the exterior of our home. I don't have any way of modifying the insurance and we are caught in the middle. Not only have we become exhausted by sending every detail to Loancare but in addition, XXXX XXXX has faxed, emailed, and sent a hard copy to Loancare with proof that it DOES cover our exterior for Wind and Hailstorm. Again NO OTHER HOMEOWNER IS BEING HARRASSED ABOUT THIS HOA PROVIDED INSURANCE. Our family has endured more than 6 months of aggravation and emotinal stress ( damages ) and we're at our wits end. I have even gone to the extent of providing our personal interior homeowners insurance ( through HIPPO ) showing that - in the event of exterior damage leading to interior damage of things like cabinets and countertops - it would be covered.
Our LoanCare statement shows that in XXXX Loancare debited {$2200.00} from our escrow account for " XXXX XXXX '' and that Loancare additionally debited {$340.00} in XXXX for our personal homeowners insurance which we JUST PAID from our private account on XX/XX/XXXX. We are currently experiencing financial difficulties due to COVID-19 so this has become a survival issue. I would request damages and lost time here if it were possible. We, at very least, demand that Loancare issue an immediate refund before XX/XX/XXXX so it does not effect our ability to pay our property taxes.
|
| 04/27/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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|
My problem is with the servicer of my mortgage loan , LoanCare. I r efinanced into an FHA adjustable rate lo an two yea rs ago with XXXX XXXX XXXX . The loan was then transferred to LoanCare. About a year ago I began having some XXXX health issuesmy XXXX flared up and also I was diagnosed with XXXX . I had to be hospitalized to remove my XXXX . I have been XXXX for the past 12 years working in asset recovery. When this happened, I was unable to work for several months and not able to collect any type of workmens compensation or insurance to make up for my lost wages. As a result, I fell behind on the mortgage loan. At that time Loan Care se nt me letters stating that they wanted to help, they understood, and when I called in their employees acted as if they were genuinely concerned and were ready to work with me to fix this problem. Unfortunately, the exact opposite has occurred. At first I had a single point of contact, but now LoanCare ha s changed this contact multiple times. My documents are sent and re-sent, then I am told they were never received or misplaced and I need to send them again. I have never actually been reviewed for any assistance options, and I am falling farther behind. I dont know why I have not been considered for any of the FHA programs that I know exist for homeowners who have suffered a true hardship resulting in loss of income. I am healthy again and working full time and my live in girlfriend works full time as well and contributes all of her income to our household. If LoanCare were to actually take the time to look at our financial information they would see that we qualify for assistance. I know that there are multiple programs available for homeowners with FHA loans -- -modification, partial claim, forbearance agreement or even repayment plan. I want to know why LoanCare has not given me a chance to be considered for any of these programs? I want to know why LoanCare is telling me I have to reinstate my loan in full or I am going to foreclosure. I want to know why my point of contact has been switched multiple times.
This is an avoidable foreclosure, but the longer Loan Care drags it out the further behind I become. I am certain that LoanCare is required to review me for these government programs but so far that has not occurred and I want to report LoanCare to the CFPB.
|
| 07/11/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
After my FHA Loan was transferred from XXXX XXXX company to Loancare XXXX, none of my mortgage information was transferred over correctly. Loancare reported me 60days late to the credit bureaus and tried to foreclose on my home after speaking with XXXX XXXX in the collections department and providing her with proof of payment to XXXX XX/XX/XXXX and XX/XX/XXXX, which was within the 60 day legal period of the loan being transferred. I also sent a letter to Loancare from XXXX stating that my loan was transferred to Loancare as of XXXX XXXX, which is why I continued my payments to them for those two months. I was reassured that these funds would be collected from academy and with no penalty to me. I also asked for my escrow account to be fixed since it was still reflecting a dramatically lower payment than I was making at XXXX. Even still i continued to receive constant foreclosure letters and no change to my escrow account. After getting a lawyer to assist me in this process I then spoke with XXXX XXXX who assisted in getting my monthly payment corrected but would not assist me in my escrow shortage. He claimed everything was update and could no longer assist me. I then spoke to someone in customer service named XXXX XXXX who admitted my escrow account was short and would work to resolve the issue but, I have yet to hear back from her. She asked me to forward her all my emails with XXXX XXXX and I did. This issue has been ongoing since XXXX XXXX. I have lost sleep and been stressed out for months. I thought laws were put in place to prevent company 's from treating clients like this. The lack of response and care is completely discomforting and unprofessional. It would take me to call Loancare 5 times just to recover one person to assist me correctly. With all said and done my escrow account is still short in funds. XXXX sent me information stating they sent over {$2300.00} for my escrow account through XXXX 2016. Loancare reports only having {$1800.00}, as of today, remaining. This amount is incorrect because my monthly escrow payments are ) XXXX. My monthly PMI is {$100.00}. My yearly Hazard insurance is {$720.00}. So if you add {$260.00} for each month of XXXX, XXXX, and XXXX, then subtract the monthly {$100.00} for PMI and {$720.00} for hazard insurance, my escrow balance should be {$2000.00}. Where is the rest of my money???
|
| 06/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
The issue is cause by Loan Care Mortgage Company. They have may XXXX errors with my mortgage this year so far. # 1 On XXXX/XXXX/XXXX - I received a check for {$1000.00} from " Loan Care '' stating that my Escrow had an overage & that this amount was being return to me. I call " Loan Care '' { same day } asking that this call be recorded as well. Then I ask the CSR was this check send out an error on " Loan Care '' part or was this for real and to check to be sure this was not a mistake. The CS person said that the check was not a mistake, it was an overage to my Loan & Escrow accounts, that all bills { loans & Insurance and taxes } are paid. I question the CSR again & the same answer. The CSR person said that if I did n't want the check, just send it back. I reply that if is this for real, I was going to pay a bill with it. # 2. I found out on XXXX that " Loan Care '' had been applying Mortgage payments to my Escrow account. # 3. I call " Loan Care '' on XXXX/XXXX/XXXX to find out were my Loan Statement was, I 'm trying to Re-fi my mortgage with XXXX & need a up to date statement. That 's went I was told ; that I was behind in Home payments & it had been reported to the " Credit Company 's ''. That 's when I found out that my Mortgage payments were being added to Escrow accounts. After talking to XXXX different CS 's, I found out that they had added XXXX Mortgage payments to my Escrow account & not my Mortgage. " Loan Care '' Mortgage Company only found these errors out when I call them on XXXX/XXXX/XXXX. I then was transfer to upper management person - XXXX XXXX. I told her all that I found out about what was going on with MY Mortgage payments. XXXX said she was correcting all of the payments errors as we speak. But that I was still behind XXXX payment & I need to pay it. I told her I do n't have it & that after I call " Loan Care '' on XXXX, I had paid a bill with that money they had send back to me & that this was their BIG ERROR. I told XXXX that the mortgage was being paid by Indiana Gov'ent help fund. That I was calling Indiana XXXX XXXX and reporting " Loan Care Mortgage. XXXX group told me to file this complain with you and the Indiana Attorney General as well.. The payments were made in good faith and the " Loan Care '' Mortgage Company was the one making all of errors and not taking responsibility for said errors.
|
| 03/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
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XXXX XXXX XXXX through XXXX XXXX ( loan # XXXX ) ; requested and was approved for forebearance with XXXX XXXX ( XXXX ) due to covid. At the nearing end of the forebearance with XXXX XXXX we applied for a trial modification. XXXX approved the trial modification to lower monthly mortgage note to {$1600.00}. Trial modification payments were to begin XX/XX/XXXX and we received specific instructions that our loan was being transferred to LoanCare ( # XXXX ) and that our 1st and ongoing modification payments were to be sent to Loan Care. Received notice of approval of trial modification AND service transfer in same notice XX/XX/XXXX. We tried to send the payment per instructions to Loan Care and every trial modification payment was rejected and returned since XXXX. We have contacted them multiple times trying to resolve this issue. We have since divorced BUT have worked together on conference calls and speaking to attorneys to resolve this matter. We have provided loan care with documents from XXXX XXXX showing the transfer and modification, the authorize user ( XXXX ) for the account for the life of the loan, judgments and multiple emails, calls, and complaints to still not have a resolution. Loancare has pulled XXXX 's credit without her permission ( XX/XX/XXXX ), the website shows they received all documents they need and it's in underwriting but yet when we call to get updates we get : " we are missing a few documents, or it's in underwriting ( XX/XX/XXXX and should take 30 days ) and XX/XX/XXXX and should be finalized in 30 days. My question, concern or comment here is -- -Why wasn't the trial modification honored from the previous servicer ( XXXX XXXX ) based on the Fair Consumers Act or the Truth in Lending Act. We have been harassed by notes being left on our door, unnamed, unidentified persons taking pictures of our home and handing us a note to contact LoanCare, Foreclosure notices from Attorneys, extra fees and etc added to current loan, Credit Reporting that gets removed and later put on and removed again, calls to our mobile devices stating " this is an attempt to collect a debt '' all as if we were irresponsible adults that failed to pay our mortgage and that wasn't the case. We faced a hardship and asked for help with previous lender they granted us help only for the help to be rejected by current lender LoanCare
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| 07/10/2021 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
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This is another attempt to resolve this matter ; exhausting my remedy prior to taking legal action against LOANCARE and all of its affiliate entities i.e. newrez, etc. On numerous occasions, I attempted to resolve/settle this issue with the LOANCARE ( I demanded proof of a valid contract with Signatures between me and LOANCARE ) but LOANCARE never responded.
LOANCARE is engaged in FRAUD and CRIMINAL ACTIVITY ; obtained my personal information from various sources ; to create a fraudulent credit account. I NEVER authorized LOANCARE to create a credit account.
FRAUD : 1. In XX/XX/2019, I became aware of the fraud.
2. This account was opened without my knowledge and without my consent.
3. I DID NOT request to open this account and I DO NOT have a written agreement to open a LOANCARE account ( no communication ; no signature ).
4. I NEVER made a contract for services or payment to this fraudulent creditor.
5. Numerous occasions, I contacted the fraudulent creditor ( LOANCARE ) to inform them that I do not owe this debt. I demanded that the fraudulent creditor to provide the original ; signed agreement between the Principal and LOANCARE. LOANCARE failed to reply.
For two years, I have been subjected to ongoing fraud, extortion, harassment, conspiracy, and injured ( i.e. negatively impacted consumer credit profile/rating ) directly ; due to the actions of LOANCARE ; who continuously report false and fraudulent information to the three credit reporting agencies.
On four occasions, I disputed the information LOANCARE provided to the three credit reporting agencies. The disputes were futile because my personal credentials were compromised and used to support the fraudulent activity. IRONICALLY, the three credit reporting agencies validated the fraudulent credit account BASED upon my validated personal credentials, which were used to support the fraudulent credit account.
I NEVER provided any personal information or data to LOANCARE.
I NEVER agreed two terms and conditions with LOANCARE.
There is NO CONTRACT nor agreement between me and LOANCARE.
I NEVER made a payment to LOANCARE.
DEMAND to fraudulent creditor : Provide the original ; signed agreement ; displaying personal signature.
LOANCAREs operations are unethical and fraudulent and MUST be terminated immediately ; numerous similar complaints posted online.
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| 01/14/2024 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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NOTICE TO AGENT IS NOTICE TO PRINCIPLE AND NOTICE TO PRINCIPLE IS NOTICE TO AGENT. NOTICE OF REJECTION, REVOCATION AND TERMINATION OF ALL SECURITY INTEREST. This letter shall be considered lawful notice that I hereby REJECT, REVOKE and TERMINATE of all security interest to you. I am now doing the recession of the security interest that I gave you. I am doing a recession of you being able to keep my proceeds from the security. I am taking back the security interest that I gave you in this contract and the proceeds that you are receiving off of my contract. This correspondence is to request all certified copies and/or copies of all bonds, securities, assets, and contracts being used to leverage or involved in the beforementioned ( loans/mortgage/promissory ) numbers. Please be timely with your response to the Regulation Z and Federal-Truth-In-Lending Act guidelines. LOANCARE , LLC on behalf of XXXX XXXX XXXX XXXX XXXX multiple violations of Federal Debt Collection Practices Act ( FDC PA ), violations of UCC 3-501, Violation of Privacy and Gramm-Leach-Bliley Act, fraud, aggravated identity theft, Identity theft, extortion, theft by deception, mail fraud, Slandering, Libel, Securities and Exchange Commission ( SEC ) and General Accepted Accounting Principles ( GAAP ) fraud. negligent and willful noncompliance with the law. UCC 3-501 also requires servicer to show authority to make demand for payments, if it does not own the note, but is merely servicing it. In the event a note holder or servicer or will not exhibit the note or perform other legal requirements when requested to do so by the borrower, this UCC section allows the borrower to discontinue payments WITHOUT DISHONOR until such time as the note holder or servicer complies with all laws or contract provisions. This letter shall be considered lawful notice that LOANCARE , LLC on behalf of XXXX XXXX. All prior Powers of Attorney, all other prior presumed or granted Executorships, Trust, MERS and Agency relationships are terminated. I hereby invoke all of the protection guaranteed to me under all Titles, Codes, Statutes and/or laws, the Florida Constitution and the Constitution for these United States XXXX LOANCARE , LLC on behalf of XXXX XXXX XXXX XXXX XXXX willful noncompliance with the law, Civil liability. Criminal liability for willful and knowing violation.
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| 03/22/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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XXXX XXXX scammed me charging me to get me a modification. I spent over 2 years sending them my financials. All they had me do was file bankruptsy. Finally I felt like something was wrong because I never received a review or solution. He told me to never call the bank and they would handle everything. I finally got my daughter involved and she found out through the bank ( XXXX XXXX XXXX ) they never received documents to review. WE submitted a full financial package immediately directly to the bank-XXXX XXXX XXXX and since then the bank as neglected to deem complete even though they say they have it in the system. The last missing document they requested before due date of XX/XX/XXXX has been in there system since XX/XX/XXXX and they have failed to acknowledge it nor even notifiy of any further new requested items. several agents say yes its there what they requested but no one has deemed it complete for over a week causing this to be way over violation of CFPB. Now a sale date is scheduled and the bank has not requested to suspend or cancel knowing we have a full financial package for modification review in their system!!! I have been sending docs and speaking with agents directly on XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX with 3 collection supervisors because they refuse to xfer to anyone in loss mitigation and advised they do see where its odd its been sitting with a processor for over a week and should of been to an underwriter so far, XX/XX/XXXX with 2 other collection supervisors one of them named XXXX who refused to connect me with a loss mit team lead and said the single point of contact wasn't available and no back up is set in place. XX/XX/XXXX still no single point of contact response or connection to loss mit. Sale is still on for XX/XX/XXXX.Loan care has taken several weeks to even acknowedlge the intitial package to begin with and then constantly state to me that the bank has 60 days to review financial documents?? I understand they have to review it within 5 days max. Once I was told the bank has 2 full weeks to review a financial document that comes in. Loan Care has never been consistent in the processes, stages, turn around times and access to a loss mit agen at ANY point. Complete neglect of my mortgage handling.
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| 01/13/2018 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern, Im writing this letter to complain about the deceptive service Im receiving from my mortgage servicing company Loancare aka Myloancare.com. They sent me an escrow analysis in XX/XX/XXXX which forecasted the property taxes to be higher than expected which resulted in my monthly mortgage payment to increase. I called them to get some information about the process of getting this adjusted when the actual taxes are paid on my property because I knew the tax amount would be less than forecasted. I was told to call back towards the end of XX/XX/XXXX after Loancare pays the exact amount of taxes on my property. As I was told I did call on XX/XX/XXXX and I confirmed that the taxes were in fact paid at the beginning of that month, I also confirmed that the amount is about {$1000.00} less than what was forecasted on their XX/XX/XXXX escrow analysis so I requested a new escrow analysis. The agent told me that the new analysis would be completed by XX/XX/XXXX. On XX/XX/XXXX I called Loancare to inform them that Im not seeing the updated info yet so they told me that the XX/XX/XXXX deadline I was previously given was incorrect and that I should wait till XX/XX/XXXX for that info. Again XX/XX/XXXX came and went and the escrow analysis was not completed so I contacted them again and was told that this process should be done by the XX/XX/XXXX and if not I should request to speak with a supervisor. I called back on the XX/XX/XXXX since it wasnt done again and even spoke to a manager but they all stated that the analysis was not done yet and that by Friday XX/XX/XXXX the system should update and reflect the up to date numbers. Today is Saturday XX/XX/XXXX and again no new escrow analysis was posted or updated.
I feel that Im being given the runaround and that they are not honoring these deadlines/timelines they keep providing me. I even sent an email to their customer service and I just received the automated response but no resolution. Its not professional to lie and deceive customers or send them the message that things would be done when Loancare feels like it. After all of these attempts and the pattern of their business practices I feel that this delay is intentional and I want this analysis to be completed and my information updated as soon as possible so we can budget for our mortgage accordingly.
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| 09/03/2019 |
Yes |
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- Trouble during payment process
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Web |
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OnXX/XX/19 I received a letter that my mortgage was going to be transferred from XXXX XXXX XXXX to LoanCare , LLC. Effective XX/XX/19.
With XXXX XXXX XXXX I was able to make partial payments which I continue doing until my loan got transferred. Three of the payments were reflected as a principal payment which I had to call LoanCare to let them know that I was seeing this error was happening. I called multiple times and they said that they were not able to see my payment history which was confusing because I was able to see it on their website. LoanCare asked me to call back in 30 days to wait for all the information was transfer I asked them if my credit was going to be affected since it was reflecting that it was late and if I was going to have late fee which they told me no but to clear everything I made a payment for {$2200.00} to cover XXXX. When I called back, they told me again they couldnt see it until I had to explain to them where to find it. An employee contacted the supervisor explained what happens with my payments and where they have reflected which it was in principle. The supervisor told the employee to the summit to correction and that it was going to take 2 business days to clear in my account, they asked me to make another payment to complete 2 full payments into my account which were for XXXX and XXXX. I gave them 5 business days, I called back a Wednesday and they said that it would be done by Friday XX/XX/19, today is XX/XX/19 and they are implying that they sent me an email saying that they did not have all the information and they could not proceed my request. I explained to the employee that I did not receive that information that only told me to wait until Friday. I requested to talk with a supervisor or manager she said no one was available but she transferred me and requested a callback. Nothing has been resolved.
Payments : - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19 for {$2200.00} and cleared my bank account on XX/XX/19 - Payment on XX/XX/19 for {$1100.00} over the phone and cleared my bank account on XX/XX/19
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| 05/26/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I have filed a complaint with LoanCare Services twice already. It was closed stating they answered my concerns, no they did not. I am not the only one that is having issues with this mortgage company, I am just not able to fight them in court and they know it. They said they stated in my letter we take allegations seriously, but did nothing, nothing about anything. It states that LoanCare does not do anything unethical but yet they didn't even look into the case or the complaints or phone calls that I made to this company. I did this mortgage in my name only once I got divorced and for years was able to do whatever I needed too when it came to making decisions. I was informed that my ex was off my mortgage and he was, then LoanCare comes in looked at the original documents from XX/XX/2006 and poof he is back on the mortgage. No matter how many times myself or my ex-husband called the run around we got was horrible. We did get one person that was helping us once we had a lawyer call and was involved but then that person was not in the department any longer and we were back to square one. Since this was an issue for 2 years and payments were an issue we had to put the house for sale to get out from under this whole mess. That would not of happen if we had help from this company. You know what I got after I placed a complaint while I was in the process of selling my home a re modification notification, that was to cover their butts. In the letter they said they sent that I never received that I found on this site, they informed it was not in foreclosure and it was a part of a bankruptcy and debt not reaffirmed. It has been on both of our credit reports. I don't know how this company gets away with the way it does business.
What did it do with the allegations? Did they even look into it? I say no they did not.
I also over paid on the sale of my home by {$2000.00} and never received that when I called the mortgage company to see what happen they said I wasn't due anything. I pressed further and well look at that I am due money because it was sent out in XXXX which I never received. I know this doesn't seem like a lot of money to some but its a lot to me. This company has the worst customer service. You get the run around unless you know what you need to say, but for people that may not they would just hang up.
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| 02/25/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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To Whom it may concern, I received an email from XXXX XXXX stating that my credit score went down XXXX points because of a late payment to Loan Care LLC. I have never had a late payment on my credit. I called Loan Care and they told me that my last payment was XX/XX/XXXX of 2021. There was no payment for XXXX or XXXX. I pay this automatically through XXXX XXXX Bank. I have attached a document showing that the XXXX and XXXX payments were scheduled and were also showing in the history. I called XXXX XXXX XXXX and they said someone would call me within 3 business days. They said that they saw that I had scheduled these payments automatically for the first of each month but that they did not send the checks. She did not know why and had to escalate this. I told her I wanted something from the bank stating that this was the fault of the bank. She said I would have to wait until someone e-mailed me about this within 3 days.
I called Loan Care and I told the representative that I had not received any communication from Loan Care about this. She said that they called me but received no answer. I said why wouldnt they leave a message. I dont answer calls if I dont know the number. She said that they sent a letter in XXXX. I have not received that because I am at my other home in Georgia.
The research done by XXXX XXXX it was found that the payment for XX/XX/XXXX was lost in the mail and the payment for XXXX was cashed on XX/XX/XXXX. I asked why the second payment was not cashed on the first because I schedule my payments to get to Loan Care by the first and I was told that was up to the merchant when they cash it. I was told by XXXX XXXX that the screenshots should be enough to resolve this. They do not send letters. I have attached the payment history along with the check numbers that were sent. I sent this info to Loan Care and they will not take off the derogatory mark from my credit because they said a check lost in the mail is not their fault.
I am very upset about this and am asking for my credit score to be restored. I paid the two months right away after I found this out.
Please let me know if you can resolve my credit issues. I have never had a late payment in my life and this has reduced my credit score by XXXX points by no fault of my own. Please advise. Thanks you very much!
Sincerely XXXX XXXX
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| 12/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My mortgage company has made it nearly impossible to get an appraisal and remove my PMI. This summer my house value went up and I wanted it removed. Since then they have repeatedly ignored me until I called and questioned where they were in the process. They once even changed one of my pending payments and almost made me miss a payment. I want a reimbursement for the amount I have paid since my first contact with them about the issue.
Details : XX/XX/XXXX Sent an email asking to know what would be needed to remove PMI. I was given a ticket number and told to allow 5 business days to respond. THEY NEVER GOT BACK TO ME.
XX/XX/XXXX I called Loancare asking what happened to my ticket. They told me something happened and it was never noticed. They reopened the ticket. I knew that I needed an appraisal to remove my PMI, but I was told that they needed to try to remove it using the original home value to balance, after which if I needed an appraisal they would send me a letter. I told them that was stupid and to just order the appraisal, but was told legally they could n't without the process. I sent an email so they had written approval, that as soon as they tried to remove the PMI using my original home value and failed I wanted the appraisal ordered.
XX/XX/XXXX Loancare sent the same letter twice, IGNORING what I had requested. The letter told me that based on my original home value I could not remove PMI. At that point, I would need to send a check in the mail for {$420.00}. Once that was received they could then order an appraisal. No other way of payment was offered.
XX/XX/XXXX I called and asked if I could pay for the appraisal online since I did n't trust them to get a check in the mail. INSTEAD of charging me, THEY CHANGED MY HOUSE PAYMENT from XX/XX/XXXX to the cost of the appraisal. IF I HAD NOT NOTICED AND MADE A NEW PAYMENT I WOULD HAVE MISSED A PAYMENT!
XX/XX/XXXX I called and was told that the appraisal was paid for but never ordered. They ordered it that day. The appraiser came on XX/XX/XXXX. I was told that someone would call me about reimbursing me from the date I had contacted them about this but never received a call.
XX/XX/XXXX The website updated to show the new home value, but the PMI page is not updated and still had n't on XX/XX/XXXX to show the new ratio, or have it removed.
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| 09/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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XXXX XXXX To Whom it May Concern, Im writing because I have a major concern with an issue with your servicing of my loan and reporting to the credit bureaus ( specifically XXXX I believe ). I previously had a mortgage in which you serviced ( loan # XXXX ) that was paid off in XXXX of 2017. I have recently applied for a new mortgage and was told that I could not qualify as I had three 30 day lates on my this mortgage dating XXXX, XXXX and XXXX of 2017 ( see attached credit report page ). This is an obvious mistake as Ive never been late with my mortgage let alone any other bills, and I need this rectified as soon as possible.
I have provided proof of the XX/XX/2017 mortgage payment. In XX/XX/2017 we sold the house and received a payoff statement ( also included ) that included XXXX payment ; the closing occurred XX/XX/17 ( which is also attached ). So logically if the payment is due XX/XX/17 there is no way it could be 30 days late ( this isnt even including the 15 day grace period your company provides ). Obviously the XX/XX/2017 30 day late is completely false as the mortgage was paid off XX/XX/17, so Im unsure how that is even possible.
I have tried several times to speak with customer service reps in your office who have told me they do not have any access to my loan as it has been archived, which seems ridiculous to me as the loan was closed less than 12 months ago and you reported the late payments to the credit bureaus only recently. I work in finance and soft pull my credit report randomly and did so not more than 2 months ago prior to searching for a new mortgage/house and the late payments were not on there so this happened recently and Im unsure why they would appear just now as the supposed late payments were from XXXX.
I understand mistakes occur in business, but I need to have this reconciled as quickly as possible as I need to get new housing as I dont have any other options. I was very surprised to see these lates show up and obviously they greatly affected my credit score. Please let me know whatever else you need from me or what/if anything I can do to expedite this reconciliation. I need documentation from you verifying that there were no late payments as quickly as possible and then I would need you to contact the 3 credit bureaus indicating the same to have these lates removed.
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| 04/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern : Five years ago I purchased a home with my husband and initially started with XXXX XXXX. Four years ago our loan was transferred over to Loan Care and there began our problems! We have never been late with our payment but Loan care has mismanaged our escrow account, allowed our homeowners ' insurance to cancel only to put force-placed insurance at a higher price and has botched any an every management possibility of our mortgage servicing by them. Nor have they responded to emails, phone calls or the complaints I have lodged in the past. Our mortgage payment continues to go up and we are concerned that they are mismanaging our loan, escrow account and have swindled us out of money! Unfortunately, we are not the only ones! We are part of a Loan care and XXXX blog that has several complaints against them numbering in the hundreds, who like us are looking to help against a servicer who continues to mismanage our account. Day by day we continue to fear that we will eventually be pushed into foreclosure due to their sloppy managing. Just recently I called them to see if them in XXXX of 2020 to see if we could pay for our own home insurance and we were denied. I was told because it was an FHA loan they would have to continue to pay it themselves from escrow. However, when I called to check if they had made payments the representative told me no we have not. Thank XXXX I had the home owners insurance debited from my bank account otherwise the my home owners insurance would be cancelled and they would put force placed insurance on us again like the first time around. They didnt pay our home owners insurance then either and our insurance company cancelled our policy. Since then our Home Owners Insurance has gone from {$1000.00}. to {$3000.00} Recently we received a letter from Loan care stating that our escrow account is short yet again for {$1800.00}. Upon receiving this letter I immediately called in but the representative I spoke with couldnt give me any clear answers and therefore, I requested the call be escalated and for her to have a supervisor call me. To date no supervisor has ever called and I need your assistance! This company is the subject of many class action lawsuits due to their poor track record of servicing home owners loans. I really hope you can help us! Thank you.
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| 10/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I would like to file a complaint on my mortgage lenders XXXX, now XXXX/LoanCare.
In XX/XX/XXXX, I sent a letter ( Using XXXX Internal Messaging System ) that I had changed my insurance company from XXXX XXXX to XXXX and not to pay XXXX XXXX. They paid both! XXXX sent me a refund check and I sent XXXX a check to deposit back to my escrow account. The envelope I sent XXXX had the account number and, in large lettering, deposit to escrow only, and the check which in the memo line also said for deposit to escrow account only. In XX/XX/XXXX I notice that the escrow money had shown up as a payment and not applied to escrow. I contacted them through their messaging system and informed them of the error. Within a couple of weeks, the funds were removed from the normal payment account, but from there the funds have disappeared. I have communicated with XXXX several times asking where the escrow money went to and have never gotten an answer.
Now, to complicate things, my loan was transferred to XXXX/LoanCare. They wanted to increase my monthly payment to cover the escrow shortage, I have refused. I have continued to make my normal payments which does include some escrow funds.
So, after several unanswered letters to XXXX and LoanCare, I get a letter from LoanCare to pay all the back charges ( all escrow shortages ) or they will start foreclosure process.
From what I can tell, LoanCare has not been applying my monthly payments normally and has been putting the funds as Unapplied payments. In doing this they add late charges to my account, and eventually will start reporting the account in arrears to credit bureaus.
I finally talked to a loan rep at LoanCare. He agreed to do all 6 items listed below.
When I found out this was not being done, I tried to call him back. I have left ~4 messages for him to call me back and he has not. The escalation person he says to call on his voice mail has not returned my calls either.
I had a friend of mine ( Real Estate Lawyer ) look at the mortgage statements and he determined that XXXX put the escrow monies as Unapplied balance instead of into the escrow account. We also found that XXXX and LoanCare have been talking late charge funds from this Unapplied balance. This is illegal as those funds should be applied to escrow and ONLY used for taxes and insurance.
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| 09/19/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We have had our mortgage with Loancare since XX/XX/XXXX and are in the process of selling our home and purchasing another. When I called to make our XXXX payment, I was not able to use the automated system and was sent to a customer service representative who proceeded to tell me that there was a partial payment that had been made on XX/XX/XXXX, that had bounced back, which was not at all the case. I went round and round with this person and then was handed off to three more people, who did not have any idea what had occurred with my account. This made me very uneasy as I thought that perhaps there was some fraudulent activity. I made my payment that day and never heard back from Loancare in regards to what had transpired. Fast forward to yesterday, when our lender for the new home called to tell me that we had a 30 day late payment show up for XXXX with Loancare. I called them and once again was given the run around. I have verification that they reported us as on time to the credit bureaus on XX/XX/XXXX, as I check my XXXX XXXX profile all of the time. What ended up happening is my husbands uncle paid our XXXX mortgage to help us bridge the gap financially as we had a long road in regards to selling our home. I found out YESTERDAY that payment had bounced back and created a domino effect. I did not receive one piece of mail from Loancare, nor did I receive a call regarding this, at any time, prior to piecing it together yesterday, XX/XX/XXXX. They conducted an internal investigation on our account on XX/XX/XXXX, I spoke with them a week later to make my payment and they reported on XX/XX/XXXX that we were current. All I want is for the late payment to be removed from my lenders report and would like a letter from them acknowledging that it has been removed. We are set to close on our home sale on XX/XX/XXXX at that time this loan will be paid in full.
As you will be able to see with the attached documents and screen shots, there was zero communication regarding the XXXX payment bouncing back. I have a statement dated XX/XX/XXXX showing that we had the XXXX mortgage due by the end of the month. There is nothing on this statement showing a past due payment. The screenshots that I have attached are from last night and today, showing that we are current and that they reported this on XX/XX/XXXX.
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| 01/25/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Last spring ( XX/XX/2021 ) I purchased a home in XXXX XXXX, FL using XXXX XXXX for my mortgage. During the closing process I was informed by the XXXX XXXX loan officer ( XXXX XXXX XXXX ) in writing and via text message that the FEMA assumable flood policy I purchased provided sufficient flood insurance coverage for the property. I specifically discussed with the loan officer insurance ... homeowners, windstorm and flood and told them I was maxed out and could afford the loan/home if insurance costs were higher. During closing there was no document I signed that indicated the flood policy was insufficient nor any other issue highlighted that indicated there was an issue with the flood policy. Approximately 45 days after closing I received a letter from LoanCare LLC which manages mortgages for XXXX XXXX. They demanded supplemental flood coverage per XXXX XXXX guidelines. I explained to LoanCare reps that I had texts and emails from the XXXX XXXX loan officer that indicated my coverage was sufficient. At that time I reached out to the XXXX XXXX loan officer via phone and follow-up email and she responded via email that the FEMA policy should be sufficient. I forwarded a copy of that email to LoanCare LLC -- apparently to no avail as they purchased a umbrella insurance policy for way above the replacement cost value of my property and charge my escrow account over {$5000.00}. I reached out again to LoanCare to complain and explain that I might need to get legal representation as I considered XXXX XXXX to be in breach of contract. I was transferred to a LoanCare supervisor ( XXXX XXXX XXXX ) who reviewed my information and informed me they should not have taken out the umbrella policy for above the replacement cost value ( RCV ) of my home. She indicated she was cancelling it and the money would go back in escrow and she was reaching out to the insurance agency that transferred my FEMA policy to confirm if they had an RCV for the flood insurance as my current policy might be acceptable. No action has taken place and despite multiple ( over 10 ) calls to XXXX XXXX and to the XXXX XXXX loan officer, no one will now respond to my calls or emails. Additionally, there is no way to contact a live agent at LoanCare as the phone system will only connect you to automated or pre-recorded systems.
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| 01/24/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was offered to refinance my house with no closing cost. The day before the refinance they sent me some documents to sign through e-sign. I contacted my loan officer because the payment did not match what was quoted to me. She said not to worry about it to sign it and everything would be corrected when the notary showed.
XX/XX/XXXX The notary showed up to my house and nothing was corrected. The notary called the loan officer but she did not answer. She reached another loan officer and he said to sign it this way the notary doesnt need to come back out. That I had 3 days to cancel. Same day I had my brother in law look it over who owns an escrow company. He said they are charging me {$10000.00} on the back end and to cancel it. I cancelled it that same evening. I called and emailed my loan officer to confirm she received the cancellation. She said she would cancel it.
XX/XX/XXXX I called to make my mortgage payment.I could not make my house payment because it said my loan was paid off. I talk to a representative and was told to check on it in a couple of days because they need to put my loan back together. I emailed and called the loan officer and all she could say was she canceled the refinance to check on my loan at a later date.
XXXX I called again and still voile not make a payment. I contacted the title company and was informed my loan was never canceled. I asked for the loan officers managers number. I was given XXXX XXXX email.
XXXX I emailed XXXX XXXX and was told to hold onto my mortgage payments while they try to straighten this out. They paid off my original loan before the 3 days and sent me the release of lien on my house. XXXX reassured me this would not hurt my credit and my home would not go into foreclosure.
XX/XX/XXXX My loan was finally put back together and was able to make my payments for the past 3 months. I was told by XXXX XXXX that everything was back to the way it was and the other loan would be voided.
XX/XX/XXXX I receive a letter that Im in default on the new loan that was created and my house would possibly go into foreclosure. I continue to be harassed every day with calls trying to collect. When I have made my house payments. Ive asked for them to fix this and they have no urgency to do so. This has caused me to worry where I have anxiety now.
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| 03/22/2023 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I have been attempting to have my issue resolved with Loan-care since XXXX XXXX XXXX They have been extremely difficult to work with and lie about investigating and fixing the issues with my mortgage account. i have called numerous times just about 30 or more attempts explaining where they have my information mixed and yet they still continue to report that i am passed due 2 months. I was originally set to come out of my forbearance in XX/XX/2022 i payed that month like i was told to do so. Due to some issues with underwriting and at no fault of mine Loan-care then gave me a new date for me to come out forbearance and that was XX/XX/2022 and again i paid that month as instructed. In XXXX i called to make my monthly payment and was informed by the representative that XXXX was already covered due to my payment in XX/XX/2022. He informed me that i did not have to make a payment at that time and the next due date was XX/XX/2022. From XX/XX/2022 to now i have paid my mortgage every single month and have even submitted my bank statements to loan-care. They continue to harass me with phone calls twice a day and have even sent Foreclosure documents to my home. Now they have ruined my Credit Score with the false reporting i am behind {$3000.00} dollars or two months delinquent. When i call There is not 1 representative that can resolve my problem even though they see where the mix up is. I have not received any help and they continuously try to harass me for the 2 months they are stating i missed. My life has been in shambles because of this i cant apply for credit lines to help my business or my personal life overall my credit and its reputation have been ruined i had 100 % on time payments my whole life beginning in XXXX. I speak with Loan Care every single month atleast 2-3 times have done so since XX/XX/2022 and no one has helped me. I have spoken with Loss mitigation and Supervisors countless times and yet they still havent resolved my issue. I am not behind on my mortgage and i work hard in order to pay it every month. I even contacted XXXX XXXX XXXX XXXXl and signed up for someone to help me. They contacted loan care and was giving the same run around they have given me for months. Please help me get my credit back in its good standing and for loancare to finally resolve this issue
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| 11/25/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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We had to put the house in forbearance in XXXX of this year. The covid=19 impact started in XXXX, when XXXX and I 's employer started to cutting back the amount of hours we could work. In XXXX, more hours were cut. XXXX and I were stretched beyond our means. So I strarted researching solutions. We were afraid to go into forbearance at first, we heard horrible stories about peoples homes being taken just as soon as the forbearance plan ended. In XXXX we had no choice, he was working 30 hours a week, I was at 20. This begins the challenge with LoanCare. They promptly allowed us forbearance, through a canned email. I tried several times to contact a live person to get details, no one answers the calls or the emails outside of the automated response ( we received your email and are working to get it into the right department ) This is the only type of email I have ever received from LoanCare. There is never any instruction on whats coming next, what I should have ready just nothing. I need ed to speak to a LoanCare representative in XXXX, I knew that forbearance was coming to an end. I called multiple times a day, left several emails every day. Still no response. So to cover our home I had to request anothe months forbearance, because I had no idea what was going to happen next, I still have no idea whats coming our way. Today I received another email, stating that I had documents to esign. There was no document to sign, A few minutes ago another canned email warning me that that this document was going to expire and needed a signature. At no time since LoanCare bought our loan from XXXX ( awesome company, communicative, returned phone calls and emails with a 24 hour period consistently ) have I heard a live voice, or received a personalized letter from that company. Its a scary, stressful and daunting thought knowing that I am tied to a company for 3o years and that when an emergency comes up I will not be able to get direction or help from this company. The last time I cheched online it stated my next payment would be due XX/XX/XXXX. Today it say that payment is due on the first. Kind of short notice. I'm not sure I can come up with the entire payment with such little warning. To me it seems that LoanCare is going to do things in an unethical manner, and I have no idea what to do.
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| 10/02/2019 |
Yes |
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- Trouble during payment process
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Web |
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Hello, to begin with. This issue involves my Lender LoanCare https : //www.myloancare.com/. They took over my loan from XX/XX/XXXX. As of that date, my husband and I approved for them to be in charge of paying the Home taxes and the Home Insurance through Escrow. We have been paying them an extra {$420.00} dollars every month for them to pay a yearly tax of about {$2400.00} to {$2600.00}. Our mortgage including taxes and insurance equals to {$1300.00} a month. Recently, our mortgage payments keep going up. The Lender " Loancare '' advised of our mortgage payment to go up to {$1600.00}. My husband called to investigate why it would be going up so much. Loan care responded with XXXX County taxes are going up {$1200.00} more than last year and Insurance is going up ''. this call ended in just that. No more questions asked from my husband. Next, we took it upon ourselves to call the XXXX XXXX County Tax Collector and they advice us that the taxes actually went down {$60.00} dollars, and whomever gave us that information is incorrect. We also called our insurance agent we had been in business for years with, they also communicated to us that insurance went down a couple of dollars this year! So then, we asked the Tax collector for information on our yearly taxes. It states that our mortgage company or Lender LoanCare, NEVER PAYS THE TAXES ON TIME, AND IT IS ALWAYS A YEAR BEHIND! as a matter of fact, they just paid the home taxes of the year XX/XX/XXXXTHIS YEAR! they have yet to pay two delinquent taxes from the year XX/XX/XXXX! and This company " LoanCare '' is asking us for more money! Loancare wants {$800.00} dollars more! to pay for taxes, because they are behind. So I called XXXX and I told them my concerns, I assured them I know what is going on and that all of the taxes are behind and they barely made a payment on the taxes of XX/XX/XXXX. I asked them why should I pay them more when they are not doing their job? and I also asked them for copies of all the Escrow account and they denied it! they did not send it to my email like I ordered. Please help me get to them. They do not care about what I say and what I ask from them. they are not helping me resolve the issue, and it looks to me that the escrow money I have been sending them, they have not been using it for what it is for.
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| 02/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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HI, I have several problems with this company that need to be resolved. I contacted this company XX/XX/XXXX by phone to discuss an annual disclosure account letter that i received dated XXXX stating that there was an escrow shortage due on our account for {$130.00}. it mentioned that our payment would increase to {$1600.00} if it wasn't paid and it would decrease to {$1600.00} if the shortage was paid. Then we received our annual tax statement around XX/XX/XXXX showing that we have an escrow tax refund {$57.00}. We would like to know what happened to this refund as we never received it. And how do we have a shortage on our account and then we received our annual tax statement showing we have a refund.
Second problem I contacted the company by phone XX/XX/XXXX also to discuss the late charges balance that is sitting on our account. Every time I go to setup up or monthly payment it shows an amount of {$230.00}. I had the rep review our account and i advised the rep the only time that I was aware that our payment was late was back in XXXX when we try to have our payment deferred due to us experiencing a financial hardship due to XXXX having XXXX in XXXX which caused us to get behind in our bills. The company wasnt able to offer us any programs and said we didnt qualify for any. Luckily we were able to borrow the money from our parents and catch up our mortgage. I called the rep over the phone back in XXXX before i made our payment and was advised that they would waive the late charge in return for me making the mortgage payment which i did. The rep that i talked to in XXXX said we were also late in XXXX which i wasnt aware and I kindly asked the rep to waive the late charge which they did. We had a total of {$110.00} of late charges waived on our account. I sent an email to loancsare for someone to review our account. However the document that we received does not show {$230.00} in late charges. There is a balance of {$170.00} on our account that loan care can not explain where it came from. We would like this removed. I have attached all the documents that we received from loancare. We would like this resolve asap as everytime we directly try to reach out to loancare the issue doesnt get resolved. Which is the reason we are filing a complaint with the consumer protection bureau.
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| 02/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My loan was apparently sold from XXXX XXXX to Loan Care XX/XX/XXXX. I have for the last 25+ years had my taxes escrowed and received the check XX/XX/XXXX to pay them before XX/XX/XXXX. At XXXX time I contacted Loan Care and asked about my check for taxes. They were going to look into it and get back to me. I again called before the first of the year and they told me they were waiting to receive the tax bill from my municipality Treasurer. I spoke with him and he said that was not a true statement and I was the only person they send the bill to. I again called them and they again said they would look into it and get back to me. Again, they never got back to me. I called after the first of the year to get the same song and dance from them. This time I wrote down the persons contact number and she said I had to send a request to change my escrow because it was marked to be paid to me XX/XX/XXXX. I talked to my mortgage lender that I does my financing and he said in his 20+ years he has NEVER checked box XXXX to have anyone 's escrow paid in XX/XX/XXXX and they were lying with the statement they gave me. I did send the email requesting they change my escrow to be paid to me in XX/XX/XXXX and I have a copy of it. They were to get back to me and of course they did not.
I filed a complaint with the XXXX on this company and I was told that they would respond again within 10 days, that was now over three weeks ago and I have not heard a word from anyone. After talking with an attorney, I was recommended to contact you about my situation. My mortgage lender told me he was getting several complaints from others who had the same issues with the same company " Loan Care ''.
I have busted my XXXX to maintain a perfect credit rating even with the divorce I went through three years ago. I had to personally pay nearly {$3000.00} in taxes out of my savings to avoid being delinquent this year. I have still not received a phone call or a check from Loan Care and they also have my insurance in escrow so I can just imagine how that is going to play out next month. I hope you can go after these people and fine the XXXX out them for what they are doing to the consumer. Please help me get my money back from them and I hope you can put an end to their unethical practices!
Sincerely, XXXX XXXX XXXX
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| 03/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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My credit report was pulled multiple times by my previous loan officer- XXXX XXXX without my consent. I initially gave consent the first time she pulled my report. After that, she continuously pulled my report without notifying me or asking if she could. When I discovered she had done this around XXXX times, I confronted her. She said she would ask for the credit pulls to be revoked. That was in XX/XX/2020. It has been 4 months and none of the credit pulls that followed the first pull have been removed from my report. This is a gross misuse of my personal information and credit report! I should not have to be worried about my own lender sabotaging my credit.
Furthermore, I would like to report immoral business practices. I was originally contacted by XXXX, she said she was with my companys retention department and that I qualified for a lower interest rate. She did not disclose that I would have to PAY to qualify for a lower rate! Instead she waited until it was time to sign papers and I saw an exorbitant amount of fees being charged for points. When I approached her about this, she verbally abused and manipulated me saying how hard she had worked on my loan and that she isnt an hourly employee, etc etc. not only did she wait until this time to disclose this, it is my opinion that she also had me pay for my appraisal out of pocket in order to make me feel financially obligated to carry through this refi, as I was never given paperwork before the appraisal to go over the fees and costs to get the loan.
Overall I was partially scammed XXXX {$750.00} for the appraisal ) and my credit report was also misused.
Now, I have my loan in deferment and can not access my account. Their mobile app has not worked in weeks and their website just had me set up a secondary authentication with my phone number. When trying to log in after this, I would initiate the authentication text but it never comes to my phone! I am now locked out of my account.
I was given paperwork with an email for the deferment department. I have tried to email it several times and it comes back that the server rejected the email or that the address can not be found!
It does not seem like this company cares about its people and it does not seem like they are set up to actually help customers while in deferment!
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| 03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my mortgage with XXXX ( loan # XXXX XXXX in XX/XX/XXXX. XXXX then immediately sold the loan to XXXX XXXX XXXX ( loan # XXXX XXXX. XXXX XXXX XXXX billed me for XX/XX/XXXX mortgage payment in the amount of {$2800.00} due XX/XX/XXXX ( see attached ). On XX/XX/XXXX, a Notice of Servicing Transfer letter from XXXX XXXX was sent to me stating that LoanCare on behalf of XXXX XXXX XXXXXXXX XXXX will collect my mortgage payments starting XX/XX/XXXX.
Meanwhile, XXXX persistently contacted us for their XX/XX/XXXX payment. They said it was due to them, not XXXX XXXX. We have tried MANY attempts to contact XXXX XXXX and LoanCare to resolve the issue and get the XXXX mortgage refunded to us so we can pay XXXX to no avail. We've been contacting both companies since XXXX. I have attached supporting emails from XXXX XXXX that states the XXXX mortgage is due to us for refund and that they've contacted LoanCare to process the refund. It's been 2 months and nothing from LoanCare. Every time we attempt to contact LoanCare at the only number we know ( XXXX ), they don't seem to know the story and it's a repeat of the entire scenario to the rep at the time. There has been numerous calls to LoanCare from XXXX to XXXX. I started documenting my calls to LoanCare starting XX/XX/XXXX.
Calls to LoanCare : XX/XX/XXXX - Spoke to XXXX, then requested to speak to a supervisor named, Ms. XXXX and she initiated an escalated ticket XXXX # XXXX XXXX. She said we'd get a call back from the escalation dept within 1-3 days. No call back.
XX/XX/XXXX - Spoke to XXXX XXXX agent # XXXX XXXX. She was supposed to call us back the next day. No call back.
XX/XX/XXXX - Spoke to XXXX XXXX agent # XXXX XXXX. Was supposed to have someone contact XXXX XXXX XXXX XXXX XXXX XXXX XXXXNo call has ever
been made from LoanCare to us to try to resolve the issue.
We were approaching the 60 days RESPA and were forced to make a secondary XXXX mortgage payment to XXXX ( see letter from XXXX attached ) on XX/XX/XXXX to avoid having a negative impact to our credit.
This has gone on far too long with no follow up or communication from LoanCare. It is clearly an error between XXXX XXXX and LoanCare that should have been easily and quickly resolved for me.
I hope this letter will help find me a quick resolution.
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| 06/07/2022 |
Yes |
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Web |
Servicemember |
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My home should've been foreclosed on prior to the COVID Pandemic, but it wasn't. COVID regulations helped delay the process. I wasn't able to make payments for a considerable amount of time due to unemployment and other reasons.
On XX/XX/XXXX, my home burned down ( complete loss ). I informed the mortgage company and filed an insurance claim. The only insurance coverage was for the mortgage. The insurance company determined the amount of the payout and issued a check for approx $ XXXX. The full amount was made available to the mortgage company to be applied towards the principal.
In XX/XX/XXXX, we put the property up for sale and a buyer quickly made an offer of $ XXXX. Shortly thereafter, the mortgage company filed a foreclosure lawsuit against us fully knowing that we had both a buyer and insurance money available to settle any outstanding debts with them.
At this point, the mortgage company stated that since we were in foreclosure, they could not apply the insurance payout funds against the principal. They started requesting various documentation so that the foreclosure would change from " active '' status to " hold '' and then the insurance payout monies could be applied. All of the mortgage company delays have lined their pockets with additional interest off of the loan and whatever interest they're making off the insurance payment monies that haven't been applied, After filing all requested documentation, my foreclosure lawyer was in contact with the mortgage company 's foreclosure firm and they had agreed in principle to let the insurance payout funds to be applied under certain stipulations ( the paperwork that was already filed with the mortgage company ).
Today ( XX/XX/XXXX ), the mortgage company is now saying that we are in a short sale status because the buyer 's offer is less than the amount owed and we have to follow the short sale protocols which can take up to 120 days. They are scheduling an appraiser and working with the underwriter to determine the value. We may lose the buyer over all these delays.
The mortgage company still has NOT applied the insurance payout funds. $ XXXX ( offer ) + $ XXXX ( insurance payout ) is > than amount owed ( $ XXXX ). This appears to be unethical and perhaps illegal to withhold insurance payout money like that.
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| 01/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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started a forbearance with LOAN CARE XX/XX/XXXX for 180 days for a COVID hardship. I also applied for the Texas homeowner assistance program on XX/XX/XXXX. They approve my application and brought my mortgage current XX/XX/XXXX. They then stated they would pay three months of my mortgage for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I called LOANCARE ( can't recall date but LOANCARE can pull the call ) to see if I was still in forbearance and if not, if I could re open my forbearance XXXX of XXXX as I was still having a COVID hardship. I was told by the rep to find out exactly when my mortgage assistance would end and to call back because I was no longer in a forbearance. I was told I could not be in a forbearance and receive mortgage assistance. I then called the mortgage assistance and they told me my last payment assistance would be XX/XX/XXXX. I then call LOAN CARE ( XXXX call ) and told the rep what the first rep from LOANCARE told me. She told me I was not in a forbearance again and would need to reapply. I specifically told this rep I wanted the forbearance to start XXXX of XXXX! She stated she would submit the application and I would hear something before XXXX. XXXX past and I didn't hear anything so I called LOAN CARE a third time. I spoke to a rep who state my forbearance was not closed initially ( this is not what the first two reps told me ) snd stated my forbearance was only extended until XXXX of XXXX. I told her this didn't make any sense and every time I call I am told totally different things. I asked her to let me talk to a manager but she passed me on to another rep ( third call/fourth rep ). This rep stated I was never taken out of the forbearance. I stated okay if that's the case why am I only being allowed a two month extension when I should be allowed another 180 days under a XXXX XXXX forbearance extension. She was not able to provide this information and seemed confused. She stated she would review/escalate the info and I would hear back. Its now a week later and I have not heard anything. I would like to know what's going on and if my forbearance was ever ended? I would like to extend my forbearance for the MAX time I can or at least the one 180 days extension I am allowed to take because I am still having a COVID hardship. This has been a mess.
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| 09/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/21, I received a call from Loancare, who is tied to XXXX XXXX XXXX who made the loan and did not sell it to anyone else, about my account payment being late. I was told by the robocall to call the number they were calling from. Odd, but I called back and got a person. The lady informed me my payments were late. I was paying biweekly and was well within the timeframe of both payments before the XXXX of the month. She was able to fix it and put a note in the file that this would be happening regularly from me for my account. The " extra '' funds were originally applied to the principal, but were recalculated to be part of the loan 's regular payment. I found out later that the funds were only applied as the later payment, and no benefit from " paying early '' would be seen. So, I felt the issue was resolved.
Jump ahead to today, XX/XX/21. Same deal, robo call to call back. Called back and got the person to fix it. Then I asked how this can be fixed permanently as I will be continuing to pay biweekly. She informed me that they do not allow that and the system can not support that. As a web infrastructure engineer, I let her know that this was a choice by her company not to support this method of payment. She asked me to ask my bank to group them into 1 payment which XXXX stated they were unable to do. I asked her to escalate this request to her software " Tier 2 Support '', a common support request in web application support. She refused and said they will not be supporting biweekly payment options. I said I would continue to lobby for this and we ended the call amicably. The details have not been fixed on the site.
Why do I care about biweekly? A : Pay less interest and B : make sure the necessary funds are removed at the point that they are available in case I need the later paycheck for other needs. Basically, for my convenience.
Why would Loancare not do this? They do not want less interest paid to them and/or to do the work of reamortization of the loan payments in what would be an otherwise amicable transaction. Loancare does not care about their financially informed customers and chooses to do this. If they need a qualified web engineer to show them how to do it, please call me. Pro bono consultation! I just want this fixed and they refuse to do so.
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| 07/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been working with XXXX XXXX XXXX ( XXXX ) and LoanCare to resolve an escrow amount that was not properly applied to my account. My loan servicing changed in XX/XX/2018. At that time, my previous provider ( LoanCare ) had sent a payment to XXXX County for my property taxes in the amount of {$3100.00}. The amount was returned to LoanCare from the county as no payment was due. When LoanCare received the check, they forwarded the payment to XXXX but XXXX never applied the credit to my escrow account. I received a notice from XXXX that my escrow account was negative and that I owed more money in XXXX. I then called to inquire about where the {$3100.00} was and why it hadnt been applied to my account. I spoke with 2 different agents on separate occasions and neither followed up on the payment. On XX/XX/2018, I finally forced a conference call between the 2 companies. At that time, both companies agreed that the funds were never transferred from XXXX to LoanCare and that LoanCare would need to reimburse me for the escrow shortage. I then began to work with different agents from LoanCare to try to get resolution and payment. I spoke with the company on XX/XX/XXXX and XX/XX/XXXX to try to get the payment refunded to me and neither time did the customer service representative follow through. In XXXX I called a third time and reached XXXX XXXX with LoanCare. After 3 days of calling the company, XXXX informed me that XXXX did in fact receive payment and negotiated the check ( XXXX ) for {$84000.00} on XX/XX/XXXX. This check was sent to XXXX and the funds were for multiple clients accounts. She would not provide me with a copy of the cleared check as it contained other customer information. I then called XXXX to track down the item and spoke with XXXX, ( agent XXXX ) who told me that she would need to research the item and that the process could take until XXXX to refund the money. I feel as though these companies are not following through and taking care of their clients when they owe them thousands of dollars. I have since closed my escrow account so all of the funds are due to me at this point. LoanCare, a XXXX company, Nationwide Mortgage Licensing System ( NMLS # XXXX ) XXXX XXXX, XXXX : NMLS ID XXXX XXXX XXXX XXXX XXXX : NMLS ID Main Office XXXX ; NMLS ID Branch XXXX
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| 06/22/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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At the beginning of XXXX I receive a notice that my escrow amount on my mortgage would be changing. In error, I reduced my XXXX payment amount in my auto bill pay to the new amount and this resulted in my payment being less than {$60.00} short ( it was {$59.00} and change ). The actual decrease in my mortgage amount was scheduled for XXXX not XXXX ( so I changed the payment amount one month early ). As such, Loancare received approximately 97 % of the payment. I received ZERO communication from Loancare and only found out about the short amount through credit monitoring when my credit score was penalized. I did not receive ANY communication from Loancare ( no email, auto phone notice, nothing ) to notify me of the issue prior to finding about the issue after reviewing my credit. The day I called them after seeing my credit report, I received a letter in the mail about the issue dated XX/XX/XXXX notifying me that my loan was 60 day past due! Even though it had only been 18 days since the payment date ( I received this on XX/XX/XXXX ). They did not try to communicate at all with me until after they had marked the payment as 30 days late which they knew would result in me being blocked from refinancing to a lower rate. They sent me a 60 days past due notice 18 days after receiving 97 % of the payment and I fully believe this company was aggressively trying to take my house over what was a {$59.00} administrative error, with NO COMMUNICATION prior to reporting to the credit bureau.
I called Loancare on XX/XX/XXXX and made the payment whole on XX/XX/XXXX ( date payment actually went out from my bank account ). My monthly payment is due every month by the XXXX, but I was told that even though the payment is due by the XXXX that count the 30 days late from the XXXX of the month. Since the payment being short was obviously an administrative error, Loancare was willing to reverse the late charge they were trying to assess ( a late charge fee that was greater than the amount that my payment was short ), but they would not remove the 30 day late reporting against my credit despite agreeing that it was an administrative error and removing the late fee. I believe this is a predatory practice to try to fence me in from refinancing away from their company as rates have dropped.
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| 08/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home on XX/XX/2018. We had enough money to put down 20 % and avoid PMI. The closing process required two site visits by an appraiser, the last of which was completed on XX/XX/2018. During the mortgage application process, the value of our home decreased by {$2000.00}. Our lender told us that if we still put down 20 %, our closing costs would increase by {$900.00} from the original quote we received. We were told that instead, we should put down 19.5 %, save on closing costs and pay one month of PMI. After one mortgage payment we were told we would reach the 80 % LTV required to cancel our PMI.
We made our first mortgage payment timely on XX/XX/XXXX and attained an LTV of 80 %. On XX/XX/XXXX, I called LoanCare to request cancellation of our PMI. I was told that I would have to pay PMI for 2 years before requesting cancellation. I researched the Homeowner 's Protection Act of 1998 and confirmed that we met the requirements to cancel PMI. So, I emailed Loancare to provide an official written request to cancel my PMI on XX/XX/XXXX. I received an automated reply that assured me a customer service representative would respond within 5 business days. On the seventh business day, I had not heard anything, so I called LoanCare. I spoke to someone in customer service who told me that my request had not been completed yet, but someone would be in touch within 3 business days. I called back on XX/XX/XXXX and I was told that someone would respond to me by XX/XX/XXXX. On XX/XX/XXXX, I received a letter from Loancare stating that I met the LTV but I needed to pay {$100.00} for a BPO before my PMI could be cancelled. I called Loancare on XX/XX/XXXX to ask if they would accept my appraisal, which is much more in depth than a BPO and was completed less than three months ago. They told me no. I asked why I would be required to pay for a BPO when I had a valid appraisal and they told me it was not their requirement, but my mortgage holder, XXXX. They told me to call XXXX, so I did. On XX/XX/XXXX, I spoke to a XXXX representative and told him my challenges. He told me the policy was not XXXX XXXX, but it was instead Loancare 's policy.
I have tried to understand the policy related to cancelling my PMI. I have been patient and I feel like I'm not getting anywhere.
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| 09/17/2020 |
Yes |
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- Trouble during payment process
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Web |
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Starting XX/XX/XXXX I applied for the covid-19 relief program with my mortgage provider LoanCare. It would make my payments lower and ease the burden during this time. While going through the process I did everything correctly, filled out all the paper work and gave them what they needed. I was told to wait 30 days before making my next payment because it would be the new amount and if I made that new amount payment each time in that program that it would be my new mortgage rate. I noticed that in XXXX it was showing I was deliquent in my payments, which I was not and I could not get a hold of any one to speak with to explain for a few weeks. I then spoke to a rep who said that everythign was fine and that happens because of the program but they are getting my payments. I started emailing Loss Mitigation at that time as well starting XX/XX/XXXX and I STILL HAVE NO HEARD BACK FROM THEM. I have called many times and gotten many different answers and information, I have emailed many times with no response. Their ticket system says someone will get in touch with me but they do not, I had to keep calling. This past week I got a hold of a representative who told me I had missed 3 payments, XXXX, XXXX and XXXX of XXXX. I was furious ... But I did what they told me to do and I sent them my bank statements that show all my payments were made. When I called back the next day to get a letter stating this mistake, for them to take this off my credit score and fix this I was then told by a manager on XX/XX/XXXX that I was given the wrong information and that I actually missed 2 payments one for XXXX and one for XXXX. I went back to my bank statements and emailed them again showing I have made my payments and that XXXX was when the covid-19 program was being processed so no payment was due. I was told to contact Loss Mitigation again and I explained no one has gotten back to me from them since XXXX. I made each payment on time and at the end of the payments in XXXX my mortgage went up by over {$400.00}. I am not in a situation where this is effecting my life and opportunities for me because it shows I missed payments which I did not and my credit score. I have never experienced this in my life! and I feel so helpless and then they raise my mortgage on top of it! I need help!
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| 01/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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During the closing of my loan, I pointed out to the lender ( XXXX XXXX XXXX ) that they had an error in their algorithm to calculate the property taxes on a newly constructed home. Their formula failed to reduce the total for the 40 % exemption for homes used as a primary residence ( XXXX XXXX County,, Utah ). To preclude re-doing all the closing documents, the lender advised that we could easily fix that after the close. This was in XX/XX/XXXX. After closing, XXXX XXXX XXXX ( XXXX ) advised that they could not change the calculaton until XXXX XXXX County completed there XX/XX/XXXX assessment for values. That delayed the refund until XX/XX/XXXX. ( meanwhile, XXXX continued to bill the excess amounts each month based on their error in the tax calculation. When I received the estimated taxes, I provided that to XXXX and was told they had to wait until the taxes were paid. XXXX paid the tax, but then sold my loan to XXXX XXXX. I contacted Loancare, they reviewed the escrow account after payment and agreed to return a little over {$2000.00} that had been over-collected. That occurred but now, when I ask LoanCare to re-estimate my withholding for the XX/XX/XXXX taxes, I am told that the amont must remain the same, based on what was done at the time of the closing in XX/XX/XXXX and they can not change that until there has been a new tax assessment after the home is 1 year old. That means they will continue to over-bill the escrows until XX/XX/XXXX as XXXX XXXX County asseses taxes in XXXX of each year. LoanCare will then re-evaluate in XXXX and again need to return to me the {$1500.00} or so in excess funds. Seems they would base the monthly withholding on what was paid in XXXX, and maybe increase it by a factor if they project growth in XX/XX/XXXX. The key is that even the new lender is not using the 40 % exemption factor for a primary residence. The biggest issue is with XXXX not following through with their promise to reevaluate last XX/XX/XXXX/XX/XX/XXXXand then selling the loan to LoanCare who in turn continues to use XXXX data from the closing. This is compounded as I purchased 3 properties at the same time. Each one has the same excess being held, so that was over $ 6K in XX/XX/XXXX and will be approx $ 4.5K in XX/XX/XXXXif they do not make the needed changes.
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| 03/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My original loan was with XXXX XXXX who sold it to Loan Care, and since then I have had nothing but problems. First, I have now and have always had insurance on the property. However, Loan Care placed lender insurance on the property because they said they didn't have all the insurance documents they needed even though I provided everything they requested and followed all of the steps they told me to take.
At the same time, they placed an escrow account on my loan and raised my payments in order to cover their lender placed insurance. I have spent HOURS on the phone with them trying to resolve this and ave the escrow account removed, lender insurance removed, and my payment reduced back to normal. I was told they were handling it and to pay my normal payment which I did. But then I found out they sent me to their collection department because I didn't pay the full amount. In other words, the didn't " handle it '' and they continue not handling it despite my multiple attempts to get this resolved. Last Saturday I was on the phone with them for over 4 hours! I was transferred several times to different people and their phone system hung up on me 3 times. I also have letters from them stating the issue of insurance has been resolved.
But it gets worse for me. They've ruined my credit. Now, when interest rates are very low, I am in the middle of trying to refinance 3 loans on 3 separate properties. When I checked my credit score over a week ago, it was XXXX. But, much to my surprise, my loan broker called me yesterday and my credit score was down in the 600 's! My credit has been ruined and I can't refinance my loans as a direct result of Loan Care 's negligence and completely inadequate and inept customer service.
Again, none of this is my fault. I have always carried insurance and I've always paid on time. Loan Care should have NEVER placed insurance, NEVER added and escrow account, and NEVER sent me to collections. But, nevertheless, they did despite all of my conversations with them and despite their assurances that they were taking the necessary steps to resolve the issue, removing the escrow, etc. Now I'm paying the price, both in terms of my financial health and my emotional health. The stress they've caused me is unbelievable and totally unnecessary.
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| 11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My complaint ( s ) are filed against XXXX XXXX .aka, Loancare aka ( loan ending in XXXX ) the collateral is XXXX XXXX XXXX XXXX with a payment of XXXX formerly serviced by XXXX, 2 ) the 2nd loan serviced by XXXX XXXX @ XXXX, formerly by XXXX XXXX XXXX and the collateral being XXXX XXXX XXXX XXXX ; the vagueness multiple names is cause for concern is confusing.to the ordinary person. In XX/XX/XXXX I had two loans with ) 1 ) XXXX and 2 ) XXXX XXXX, presently XXXX is now either XXXX XXXX, or Loan Care, I have received billings with either name? simply stated their has been a transition in # 1 one above from XXXX to Loancare/XXXX XXXX, that loan ends in XXXX and the monthly payment is {$560.00}, due on the 1st and late after the XXXX. My contention is that both these servicer 's intentionally process payments to " become late " to earn the penalty fee ( late charge ). Note, I send all payments to loan servicers by 1 ) proof of mailing 2 ) proof of service by mail by a 3rd party ; and a transition in # 2 from XXXX to XXXX? During the transition payments were made as directed in monthly billings although XXXX and XXXX were paid twice in XX/XX/XXXX instead of XXXX and Loancare/XXXX XXXX. Holding funds hostage is the name of their game, they are the gatekeepers of the payment received department and they have made my current accounts, all paid to date, late continuously incurring inapplicable penalties. The focus with Loan Care/XXXX XXXX in the current debacle is payments made during XX/XX/XXXX and XX/XX/XXXX. First, payment was made through their online service and ( see attached ) on XX/XX/XXXX and a copy of the transaction was put in my files. Loancare 's negligence in processing the online payment was discovered when there was no deduction with the associated bank account for XXXX. Plaintiff, then wrote a check and sent it to Loan care 's XXXX XXXX address. Again, the transaction was not completed and no check was cashed. This was not discovered until the time the XX/XX/XXXX payment was due and after the payment due on XX/XX/XXXX was made. Loan care cashed 2 checks in XXXX, one on the XXXX and one on XX/XX/XXXX both for {$560.00}. It took 3 attempts to complete payment for XXXX, one online and two by check ( see attached ). What can your organization do for me?
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| 07/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have my mortgage serviced by LoanCare. My automatic payment for the month of XX/XX/XXXX, did not come out as it does every month. On three separate recorded calls with Loan Care, they have verbally admitted that the ACH payment did not come out due to " their internal error. '' The funds were fully available and my payment has never had an issue. I am someone who protects their credit score for more reasons than financial. My job requires good credit, due to the nature of my job and what it entails. This has really been very disruptive to my life, and it could potentially jeopardize my position and job, due to Loan Cares blatant, unfair, unlawful practices toward their customers. They said they would post the payment as current, however, could not do anything about the 1x30 derogatory reporting to my credit profile. I spoke to XXXX, ID XXXX, on XX/XX/XXXX. He was in the " escalation department '' and stated that it could be removed, after I explained what happen, and then back tracked and said, " well it has to go through our credit bureau department to see if it was an error on our end '' I advised him that on 2 recorded calls with LoanCare, Informative Research, and the processor from the company doing his current refinance, the agents advised Informative Research that they would show the payment as current due to the internal error, however, they can do nothing about the 1x30 derogatory. I am beyond shocked that LoanCare could conduct themselves in this manner, that is unfair, unlawful, to the 3rd degree. Reviews on several sites, including social media, have prompted me to write this to Business Oversight, to bring awareness and put them in regulatory radar from all the regulatory watch dogs. How can a business keep operating in a very suspicious unlawful manner. I am in the process of refinancing to better my home for my children and I, I am a single father. I want to improve the life of my children, protect my job, and move on, however this one 1x30 late is a wrench in the fair pursuit of a better life. Loan Cares has purposely avoided this issue.. I demand they remove this 1x30 derogatory mark. My record shows I have not missed any payments and I am not going to sit on my laurels for their mistake. Please help me to get resolution for their mistake!
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| 04/05/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Today marks the seventh call I 've made to my mortgage com pany - Loan Care - in regards to my XXXX taxes not being distributed. Per our contract, all of my taxes are included in the lump sum mortgage payment I pay each month. I received a " delinquent notice '' from XXXX , XXXX , XXXX XXXX explaining my XXXX taxes remained unpaid. I called XXXX , XXXX , XXXX XXXX back in XXXX , with confusion, since I understand the agreement between Loan Care and me and my husband as the owners of the property. XXXX , XXXX , XXXX XXXX assured me they did not receive any payment from Loan Care ; however, they did confirm that they sent them a bill to Loan Care [ for our XXXX taxes ] back in XXXX of XXXX . When I called Loan Care c ustomer service, they did not deny they dropped the ball ( and confirmed they would get the taxes pai d ( {$3000.00} ), which includes the penalty and service cost. I emaile d Loan Care again on XXXX XXXX , XXXX and I received no resolution. I called again on XXXX XXXX , XXXX and spoke to a manager named, " XXXX '' who assured me our taxes would be paid that day, and she would send me a confirmation email with the breakdown. That never happened, so I called the direct number XXXX originally provided me on three d ifferent occasions, and I got a machine message for " XXXX '' ( XXXX either lied about her name, or she pawed the responsibility on to XXXX ). Nevertheless, XXXX nor XXXX have yet returned my calls. Today, yet again, I hung on the phone for ov er 15 min utes, and when I asked to speak to XXXX , XXXX , another customer service rep, hung up on me. I called back AGAIN, and spoke to another customer service manager named, XXXX , who advised he could n't help me. It is now XXXX XXXX , XXXX and there is a lien threatened to be placed on our home, as the taxes still have not been paid. This is outrageous!!!!! My husband and I are the innocent party and are being treated like criminals all because of this unorganized, lying, lazy mortgage company! Aside from the frustration for the people working there who make continuous false promises, Loan Care has breached our contract wherein they are legally responsible for correctly distributing our tax money. XXXX XXXX
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| 02/11/2020 |
Yes |
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- Trouble during payment process
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Web |
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Please see complaint XXXX. I have received notices XX/XX/XXXX from Loan Care regarding my loan after I filed complaint on XX/XX/XXXX ; The letter is dated XX/XX/XXXX and it arrived in an envelope without the post mark date, so I thought it was odd that I received it XX/XX/XXXX. It discloses the escrow break down and after reviewing it, it appears it was addressing my first mortgage and the second mortgage is no longer the topic. Please see the statements that states that I was behind on the first mortgage. However, the XXXX was to be removed along with additional fees as I faxed a letter to XXXX XXXX along with proof from XXXX of forgiveness letter and Lost Note Affidavit. I am wondering if this was address after faxing my complaint because I also tried contacting the third party XXXX XXXX regarding the purchase from public auction and received no answer. Also, I am not able to talk to XXXX XXXX 's office as email stated not to contact them. To date, I have received statements from two different companies with same loan number. According to XXXX XXXX 's, I am to receive a new loan number and I was not to be in their system until XX/XX/XXXX-XX/XX/XXXX, so why did I start receiving statements in XX/XX/XXXX after I was transferred to the bankruptcy department at Loan Care? I am wondering if they were waiting on my bankruptcy to drop so they can foreclose, but I was trying to correct my loan which is why I join the " class action law suit. '' XXXX XXXX was not helping, so this has been a problem with my chapter XXXX bankruptcy because they do not have the debt information or the correct company holding my loan. My sons and I have been in this house for going on 20 years and ever since XXXX loss my note in XX/XX/XXXX, it has been public record and people have the ability to gamble with my home. I do not know anything about my payments and I have not for years because it has been transferred so many times and no one has addressed this major issue. HOW MUCH IS MY HOME? I saw an attorney who is doing investigating and was pleased that I have CFPB involved because they want more people involved with this matter. I have given them permission to contact the parties involved. Please help me with this new matter along with the previous complaints with other parties.
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| 06/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX LoanCare XXXX XXXX We started a short sale with LoanCare on XX/XX/XXXX.
On XX/XX/XXXX we were countered to $ XXXX. On XX/XX/XXXX we emailed the increased offer ( $ XXXX ) along with the updated HUD.
We called in several times since XX/XX/XXXX and were told yet again today XX/XX/XXXX that there was no ETA on decision. However, today they are claiming that the XXXX offer was marked too low on XX/XX/XXXX -- - I was never told about it when calling in, multiple times, over the past 2 weeks. The manager claimed that final decisions about existing offers are not made until underwriters completely review the file. Had no explanation as to how we were countered on XX/XX/XXXX since the underwriters had also not completed their review at that time either.
*****When pressed further, the manager claimed that they are investor driven and do not care about any other law, and that investor guidelines supersede State and Federal Law. Additionally, they stated " California law doesn't faze me ''.
Since we end up having to file complaints on every file we have with LoanCare it is apparent they are not training their employees at all. Their employees do not know the difference between a lien and a financing statement, do not know how to read a HUD, are attempting to act as title and escrow ( which is a conflict of interest ), and do not understand Lien Priority. They have a training program that seems to be based on learning from their mistakes and CFPB complaints.
Please reference the following complaints that we have filed on LoanCare : XXXX XXXX XXXX XXXX For once we ask that LoanCare 1 tell the truth 2 dont try to commit a RESPA violation or other type of short sale fraud when reviewing their files.
I want them fined the maximum of $ XXXX and for them to undergo training to learn how to properly service their loans. If they are refusing to adhere to their servicing obligations and are not willing to abide by California State and Federal Laws, then they need to be banned from doing business in the entire nation.
CC : For ease, we are cross filing this complaint with the following organizations : 1 ) State of California Attorney Generals office 2 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
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| 09/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/2012 we started with XXXX XXXX XXXX XXXX XXXX. She assured us she would assist us with a modification or plan to save our home. We supplied the necessary paperwork and exchanged emails back and forth. During this time our home was actually broken into by a Preservation Company hired by XXXX XXXX. They did substantial damage to the home which we informed our attorney. We continue to work with XXXX XXXX when we found out they had been sold to XXXX XXXX during this time the house was occupied by tenants that distroyed the home. We filed an eviction and forced them out of the house. We then found out that it was infested with bed bugs. It took us many months to disinfect and remove sheetrock and carpeting to fully get rid of the bugs. Finally the house was cleared and we moved forward to get it rented again. Still working with XXXX XXXX on the modification we then were informed that the loan was sold again to XXXX. Once again we filled out the needed paperwork and calls to representatives to get the loan caught up. About 5 months ago the loan was changed again to be serviced by Loan Care. I have submitted paperwork again including leases, P & L, taxes and such. The reps we have spoken to our many yet no one has assisted us in moving forward to get this processed. Obviously from when we started this process in 2012 our situation has improved as the house is fully rented with reliable tenants and leases. Our income although not where it was 8 years ago has as well improved these conditions currently help in the request to modify our loan yet we continue to receive denial letters and not explanations. Our own attorney agrees that something is not right as well as other bankers I have spoken to. We DO NOT WANT TO LOOSE OUR HOME and are trying our best to ask for assistance. We have even sought 3rd party financing at a very high interest rate and have been prelimarily approved. Our question is how can they approve us and yet ( Loan Care ) won't even consider a option for us. We had the house appraised there is plenty of equity in the home yet we are still denied. Our credit is now ruined due to these delays which we have been trying to rebuild. We just need help to put this behind us and start fresh. Your assistance in this matter would be appreciated.
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| 10/13/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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I lost my job in XXXX of XXXX. I contacted Loan Care to report my job status. However, I still had my mortgage payment for the month of XXXX XXXX. I tried to work out some type of modification with them to save my house. I made the XXXX payment and filled out the documentation for application for a loan modification. I contacted the bank for 3 months not hearing anything from them. I eventually spoke with a representative who told me that because I made the XXXX Payment I no longer qualified for assistance. I had to miss 3 consecutive payments in order to be considered for loan modification. During that time my house was in trouble! I was able to find two part time jobs and submitted my pay stubs every 30 days and bank statements, in addition to my unemployment for the short time that I did receive it. There was still no action. I had to wait another 90 days to get someone to help but that only gave me a partial payment plan. Eventually they gave me partial payment, what they referred to as a forbearance payment, of which half of the original mortgage. I paid that until I was still not getting any resolution to a loan modification and realizing none of the payments appear to be applied to my balance. I was steadily incurring fees and more fees. I got a full time position with one of the part time jobs and my income I was receiving was still lower than my previous job. Eventually, I had to hire an attorney from XXXX XXXX XXXX with the payments that I was making to Loan Care because they were not trying to help me.
I contacted the attorney office regularly to see if they were getting anywhere and informed them of my status continued to forward bank statements paystubs and letters they requested. Even with the attorneys this took another 7 months in order for Loan Care to come to a trial payment period where my payments are now higher than my original payment of {$1200.00}. My payments are now {$1300.00}! I have made all the payments timely as requested.
As of today, I still have not received documentation of what my new payments will be or if I should continue to pay the amount of {$1300.00}. I have done everything they have asked and gone above beyond plus. Today my credit has been affected and I am considering filing for bankruptcy for protection.
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| 11/01/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I have addressed this to both XXXX and to LOANCARE and neither has cooperated with my requests.
My issue is simple. I want to get a monthly statement on my mortgage paydown. This ceased some months after XXXX pushed my mortgage to LOANCARE. I was doing a fast paydown on my mortgage when XXXX pushed my mortgage to LOANCARE.
Here is the traffic of email that I have had with both XXXX and LOANCARE during the past 6 months. XXXX has done nothing to help. LOANCARE initially helped but then has done nothing to fix their website to function. I can not see if my payments are being tracked, I can not see my balance, and I have no security to know that my mortgage is being paid down as per my instructions.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To Subject Sent Size XXXX ' ; XXXX XXXXXXXX RE : Acknowledge : RE : Payment Received { ( Ticket # XXXX ) Sat XX/XX/XXXX 87 KB XXXX RE : Acknowledge : RE : Payment Received { ( Ticket # XXXX ) XX/XX/XXXX 73 KB XX/XX/XXXX XXXX RE : RE : Payment Received ( XXXX ) XX/XX/XXXX 67 KB 'Issue Resolutions ' ; 'XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXX XXXX XX/XX/XXXX 102 KB Issue Resolutions ; XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXX XXXX XX/XX/XXXX 104 KB XXXX XXXX FW : RE : Payment Received ( XXXX ) XX/XX/XXXX XXXX XXXX Issue Resolutions ; XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 102 KB 'Issue Resolutions ' ; XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 97 KB XXXX RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 79 KB XXXXXXXX, XXXX XXXX, Ms., XXXX, XXXX/XXXX-XXXX RE : Question on Loan Care Website and Personal Loan Status XX/XX/XXXX XXXX XXXX XXXX Question on Loan Care Website and Personal Loan Status XX/XX/XXXX 53 KB XXXX CUSTOMER SERVICE PLEASE XX/XX/XXXX 53 KB XXXX RE : Payment Received XX/XX/XXXX 59 KB XXXX RE : Payment Received XX/XX/XXXX 55 KB -- -- -- -- -- -- -- -- -- -- -- -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Recently I communicated on XX/XX/XXXX and then again on XX/XX/2018. Neither XXXX nor LOANCARE has responded to my requests.
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| 02/12/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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The companies involved are : XXXX XXXX XXXX XXXX and its servicing company Loan Care ( LC ) In the spring of 2019, there was a change in servicing companies from XXXX XXXX to LC.
The transition of business between the two service companies obviously did not go very smoothly regarding customer 's account information & payments. Soon after the transition we were notified that we were in default of one month 's payment in the amount of {$840.00} We were never found to be in default of any payments. During the recent closing of the sale of the property, LC sent a payoff statement to the title co. which, had this disputed payment hidden in the 'principal balance ' as a lump sum ( see attached ) that was not broken down and not transparent.
It was later learned that this mortgage payment and another bogus expense ( a {$4000.00} fake home insurance ) was also bundled in their payoff statement. This was obviously done intentionally to take advantage of the fast timelines and pressures of a closing. When this was discovered post closing, we submitted a complaint for both bogus expenses of which only the fake home insurance was refunded.
We were assured the disputed mortgage amount would be refunded if we obtained a specific verification document called a ' transmittal ' statement ( see attached ) from XXXX XXXX validating the payment. When this was submitted to LC, they quickly changed the rules and did not accept this and, added that now it's our responsibility to do the leg work to discover what XXXX XXXX did with the money?? ( see attached response from LC ) It is not our responsibility to be LC 's detective & collection service and, is absolutely ludicrous. This level of flagrant behavior validates they feel accountable to NO one!
At this point, no one is disputing that we had made the disputed payment in 2019. Now that they have stolen our money and have it in their possession, the case was closed ( without notifying us or providing a written final decision ) and, they refuse to discuss this matter any further. The impropriety of their handling this whole issue is unconscionable. This is consistent with their ignoring a previous CFPB complaint ( ID XXXX dated XXXX ) on this same payment issue. They have proven total disregard for any authority.
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| 07/17/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Loan Servicing company : LoanCare, XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX, VA XXXXI am writing to complain that despite my having adequate funds, my last XXXX previous mortgage payments for XXXX and XXXX have deliberately not been processed by LoanCare through their website ( XXXX ).
I tried to made a payment for XX/XX/XXXX using the same account that I have always used from my XXXX XXXX Account, and then realized later in the month that the payment was not processed through the website despite receiving an email confirmation that it had been accepted.
As soon as I realized that they payment was not processed I then made a second attempt to pay XX/XX/XXXX, plus make my payment for XX/XX/XXXX as well, using a different account from a different bank. That payment was not processed as well as I have just come to find out.
At the time of my second attempt to make my payment I also wrote a message to LoanCare customer service through their website ( XXXX ) requesting explanation why the payment was not processed. To date I have not received a response to that enquiry.
Both bank payment accounts have more than adequate funds to cover the payments at the time that I made them. I have the bank statements to prove this.
I have now ( XXXX XXXX ) made a third attempt using my XXXX XXXX account to pay all the past overdue amounts but I am baffled what the problem is because the last two attempts have been unsuccessful and I have received no explanation from LoanCare. I have just tried to call my credit union- XXXX XXXX and they have still not received a withdrawal request from LoanCare for any of the payments that I have scheduled through LoanCare website.
I just want to simply make my payments but LoanCare is making that impossible, and tarnishing my credit, as well as charging me late fees. I would an explanation from LoanCare why my payments have not been processed despite having adequate funds in XXXX different accounts, and receiving email confirmation.
I again called my bank to check if they had received a withdrawal request from LoanCare and to date they have not. This leads me to believe that my third attempt to pay will not be successful, and that LoanCare is dishonestly refusing to accept payments in order to collect late fees.
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| 12/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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I have my mortgage moved to Forbearance with Loancare ( XXXX ). In XX/XX/2022, I signed an agreement with my loan service providing to modify my loan and payment in which my new monthly payment was suppose to be a {$790.00} XXXX. I start my payment on the new loan modification in XX/XX/2022. My XX/XX/2022 statement from Loancare ( XXXX ), I received a bill in which my payment was increased to {$1100.00}, I called the Loancare ( XXXX ) to express my concerns and requested to speak with someone regarding my account. And, I informed Loancare ( XXXX ) I had just recently had my payment modified and it must have been some kind mistake with this payment amount and that I would only be sending {$900.00} for my XXXX payment until I spoke with some regarding my account. I was then told the increase was due to the shortage in my escrow account. Well, I told the Loancare ( XXXX ) representative this should have bee taken into account when you all drafted the modification agreement and I don't expect any change to my escrow account for at least XXXX month or why did they add over {$6000.00} to my principal loan amount. I was told they would spend my account to the loss mitigation department. I did not hear them or receive any correspondence. I received my XXXX statement in which I was not billed for XXXX for the {$1100.00} plus late fees. In spite of the fact I paid {$900.00} with cover my principal and interest and previous estimate escrow amount. Not sure if I am late if I cover the principal and interest on the loan??? And, the Loancare ( XXXX ) has reported to the XXXX XXXX my account as being late. Therefore, I have paid the {$1400.00} to keep from damaging my credit score and from accumulating late fee in effort of my loan service provider to force my property into foreclosure. I call the Loancare ( XXXX ) customer service line again and has not spoken to any representative willing to assist me with this matter. But, they were will to take my additional payment over the phone without a fee. My next step is going to be reaching out to them certified mail. Because, if they are going to continue to bill me at the higher mortgage amount then I need them to remove the additional {$6000.00} added to my principal balance for the loan modification.
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| 09/06/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Wishing to pay off a loan serviced by LoanCare Account Servicing ( " LoanCare '' ), the XXXX obtained a payoff on or around XX/XX/XXXX that showed that they owed a balance of {$290000.00} on the loan, of which {$150000.00} was purportedly interest due. However, the XXXX have been paying this loan since XXXX and contest that this is the balanced due. The XXXX believe that loan is already paid off or should be close to being repaid in full. As such, since XX/XX/XXXX, Mr. and Mrs. XXXX have been trying to get a complete payment history for the loan from LoanCare. In XX/XX/XXXX, LoanCare produced documents that purported to be the entire payment history for the loan. The documents, nevertheless, clearly did not include the entire payment history for the loan.
As such, on or around XX/XX/XXXX, Mr. and Mrs. XXXX requested that the loan be audited. The attached letter is their request to LoanCare, via their attorney, for the audit ( the " Demand Letter '' ). Via letter dated XX/XX/XXXX, also attached, LoanCare acknowledge receipt of the Demand Letter. It also represented that, in compliance with federal law, it would send a detailed response no later than 30 business days from the date it received the XXXX XXXX complaint. Assuming it received the Demand Letter on XX/XX/XXXX, LoanCare 's detailed response was due on XX/XX/XXXX. However, to date, neither the XXXX nor their attorney XXXX XXXX have received any response whatsoever from LoanCare.
On XX/XX/XXXX, Ms. XXXX contacted LoanCare at the phone number in its letter of XX/XX/XXXX. She spoke to a representative at LoanCare 's Georgia office. Said representative then contacted the XXXX office while Ms. XXXX was on hold. The representative said that the person who conducts the audits had not gotten the information, but that she has spoken to another agent from the XXXX office who would be providing it to the person in charge of audits. The representative from the Georgia office offered to give Ms. XXXX the email of the person in charge of audits. Ms. XXXX advised the representative that if she was going to provide her the email of a XXXX XXXX, doing so would be futile, as Ms. XXXX had previously emailed Ms. XXXX on the issue, and had received no response. This is detailed in the Demand Letter.
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| 08/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, I received a letter in the mail from LoanCare indicating there was an escrow disbursement check which was issued to me in XX/XX/XXXX for {$1400.00}. ( The excess funds in the account is money I've paid to escrow ). The letter stated that for the check to be reissued, I would need to fill out the attached form and either mail or fax it in. If the form was not received by LoanCare by XX/XX/XXXX, the funds would be sent to unclaimed property with the state treasurer 's office. Furthermore, the letter also indicated that processing/reissuing the new check would take XXXX weeks from XX/XX/XXXX ( not from the date they receive the response from me ).
After going back through the previous mortgage statements I have received in the mail, I was able to locate the aforementioned check as well as another escrow disbursement check dated for XX/XX/XXXX for the amount of {$1500.00}. I called LoanCare to ask if I would be able to cash the checks. I was told that the checks were not valid after 90 days ( although no such timeframe was noted on the checks ). I was further informed that there was another check which was issued in XX/XX/XXXX for {$2200.00} that was not cashed. I asked the LoanCare agent if upon reissuing the XXXX check, that the checks for XXXX, XXXX, and XXXX could be combined or if I could fill out a similar form I filled out and returned for the XXXX check could be done for the XXXX and the XXXX checks. He told me this was not possible. He stated to me that the checks could not be combined, and that I would have to wait for their unclaimed property division to send me a similar letter in the following years for the XXXX and XXXX checks. The agent also read from the letter I received that any calls or further communication with them to receive or expedite the checks would result in a delay/longer wait time to process the check [ XXXX ]. In other words, LoanCare has $ XXXX in escrow money that is owed to me, however, they are going to pay this money back to me over the course of the next XXXX or XXXX years.
The most concerning issue is that the letter stated, they have a high volume of these checks to reissue. If that is the case, LoanCare is holding on to potentially millions of dollars in consumer escrow overpayments.
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| 09/09/2020 |
Yes |
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- Trouble during payment process
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Web |
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Re : Loan # XXXX, property address XXXX XXXX XXXX, XXXX Texas XXXX. On XX/XX/20 the property was sold. On XX/XX/20 Escrow was paid in the sum of {$5000.00}, which includes {$1200.00} homeowners insurance. The due date for the insurance was XX/XX/20. XXXX XXXX never received the {$1200.00} payment. The payment was returned to Loancare.
I tried calling Loan Care on many occasions to get reimburse for the {$1200.00} and has been transferred from on representative to the next. I ended up talking to 6 different representatives, then was disconnected. I requested to talk to a supervisor and the representative told that no supervisor was available and transferred me to the insurance department. The insurance department verified with the representative that the {$1200.00} was returned to the mortgage escrow.
On XX/XX/20, after multiple transfers, I spoke with the insurance department and XXXX agent # XXXX, XXXX spoke with his supervisor XXXX agent # XXXX, who inform XXXX to let me know that in order for me to receive the {$1200.00}, I would need to send an email to the cashiers department. On XX/XX/20 I sent the email to the Cashier 's Department as instructed, and received an immediate automated email response with ticket # XXXX.
On XX/XX/20 I called Liancare to follow up and the representative told me that they received the email and are reviewing the escrow and the case should be resolved by XX/XX/20. I have being calling since then and Loancare kept putting me on hold then disconnecting the calls.
Today. I called and spoke to one representative he transferred me to his supervisor. I gave the supervisor the tickect # XXXX and explained my case,. The supervisor said, " Hold on let me look into this. '' He put me on hold then disconnected the call. I called back again and spoke to another representative ( XXXX ), and she told me that she see where I should receive a refund but they are still reviewing the escrow. This loan was paid off since XX/XX/20.
Plus, they sent a payment from escrow to Mortgage insurance in the amount of {$200.00} on XX/XX/20 which that money should have been refunded to us.
I am frustrated with loancare for giving me the run around. I need your help in recovering the funds. Thank you XXXX XXXX XXXX XXXX XXXX
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| 03/08/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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- UNITED STATES MINOR OUTLYING ISLANDS
- 38401
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Web |
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I have been on forbearance since XX/XX/XXXX. In XXXX of XXXX I reached out as normal, to end forbearance. I was overly convinced to do a loan mod instead of my partial claim in XX/XX/XXXX. As thousands of other complaints about Loancare, their employees would say something different EVERY time I called. I was told I would be approved, then I was told I'd be denied. Never got sent the paperwork they said they sent from XX/XX/XXXX to XX/XX/XXXX. Finally contacted the XXXX 2nd week in XX/XX/XXXX, and told Loancare with the XXXX that I don't want the mod. I had the partial claim paperwork that was emailed to me during XXXX involvement that same week notarized and sent out XX/XX/XXXX and WELL WITHIN the 15 day window and before the end of XX/XX/XXXX, THAT partial claim paperwork that was notarized and XXXX XXXX XXXX back, it was sent via email to me from the supervisor, XXXX, from the bankruptcy dept. Now out of my 4 year window of discharge from bankruptcy, I want to refinance and cash out for a better life for my son 's and I. I was told it may be 30 days from XX/XX/XXXX. 2 months later I CONTINUE to get the run around on my Partial claim. It was received in XXXX PRIORITY MAIL and Now that paperwork was NEVER processed, NO ANSWER why. The partial claim was approved PER THEM on XX/XX/XXXX yet again, no correct or current paperwork to get notorized, and idk if I will receive the right paperwork, with MORE calculations and MORE waiting for months before I can refinance. It's them holding customers hostages and making them end up losing their homes.
They told the XXXX they can't find wrong doing. It's all over the Internet what they are doing. They need to be shut down permanently. WHY ARE THEY NOT?? The man I talked to today, XXXX, said my mortgage payment was to be the figure that was to be mortgage payment under the modification!! I NEVER HAD THAT PAPERWORK NOTORIZED SO ITS FRAUDULENT. Completely FRAUDULENT.
SO now, I'm filing a complaint here, the XXXX again if needed, HUD, XXXX XXXX XXXX XXXX XXXX and anyone else I can find until I get the correct partial claim paperwork and have them quit " SENDING WRONG PAPERWORK OR NOT PROCESSING THE PAPERWORK I SEND so they can prolong the stress they put us under before they try to foreclose.
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| 03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This occurred during a phone call when i responded to MY CURRENT mortgage company when they emailed me about refinancing. i was speaking to a very smooth talking man named XXXX XXXX with XXXX XXXX. i was asking him about a refinance and i asked many questions. This took place on XX/XX/2021 at approximately XXXX or so. He was very supportive and encouraging about me doing the refinance with newrez because my mortgage was already with t hem -- - he also degraded my current bank where i was talking to them about a HELOC, and he was telling me they were just trying to charge me more and get more interest etc. I specifically asked him if i would need an appraisal to get the re-fi and he gracefully dodged that question and said things like, probably not, but maybe etc. i also specifically asked about if i would have to pay for the appraisal and he dodged and twisted his answer to make me believe that it would be added on to the loan at the end only if i needed an appraisal. so i spend 45 minutes giving him personal information and signing things and allowing t hem to tag my credit- actually they had already dinged my credit BEFORE i signed anything. but all of this happened and he was so smooth and nice and saying everything was great and i could even get more money out of my equity etc. then after all this time and after i had turned over so much private information and signed papers he said he needed my credit card info to charge XXXX dollars for an appraisal.????? i had been clear about asking questions regarding this and he had said maybe i won't need it but if i do it could be added to the loan at the end. So he tricked me somehow and then he was rude when i called him on it, then he started talking fast and over me and saying, it is all recorded i told you this -- but i know for sure he tricked me or used deceptive language, because i was asking this from the beginning. i would NEVER have answered any questions if he would have said, if they say we need an appraisal you will need to put it on a charge card in order to process the loan -- he never said any such thing at all. They are using very deceptive practices and get all this time and energy and personal info and pull credit and then at the end say that they need your credit card.
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| 01/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am a retired XXXX on a fixed income, and to put it bluntly, LoanCare LLC has on two separate occasions attempted to steal money from me through their systemic process of ignoring my wishes regarding how to allocate additional principal payments to my account.
As it relates to mortgages, it is always to the benefit of the borrower to have the lowest principal balance possible, while it is to the benefit of the lender to keep that principal balance as high as possible.
LoanCare as a matter of policy, procedure and practice has twice ignored my principal payment allocation directives to my detriment and to their benefit.
In XX/XX/2020, I made an additional payment of {$10000.00} to LoanCare LLC. I sent the check, along with a letter directing them to use the funds for payment of principal ONLY. I told them that the funds were not to be used for any other purpose, including interest payments, advanced monthly payments, escrow or other costs and fees. They ignored my directions and improperly allocated the money to future payments and used a considerable portion of the funds toward interest and escrow payments, thereby deliberately reducing the amount of funds that could be used to reduce my principal balance.
THEY DEFIED MY DIRECT REQUEST, BREACHING THEIR FIDUCIARY DUTY. THEIR ACTIONS WERE CLEARLY TO THEIR BENEFIT AND TO MY DETRIMENT.
I had to call their customer service department to get their actions reversed and to get the total amount of my payment credited toward principal as I had directed.
In XXXX of 2020, I sent in another additional payment XXXX {$5000.00} XXXX which was to be credited toward principal only. I have attached a copy of the check along with my letter of direction. I made it very clear, in no uncertain terms, what I wanted them to do with the funds, and what legal steps I would take if the ignored my wishes for a second time. They completely ignored my direction and once again made advanced payments with a large portion of the funds. Once again, they consciously acted to my detriment and to their benefit. A clear violation of their fiduciary duty. In addition, it is very possible, given their defiance of my clear directives, and the pattern of such behavior, that they have committed criminal acts as well.
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| 12/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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This company is the only one that has messed up my credit report for their mistakes Loan Care / XXXX XXXX Start of issues when Loan Care took over our home loan.
I make my payments anywhere from the XXXX to the XXXX of the month before it is due. I was told this would not be a problem. ( I am only on Social Security so I can not keep the money in my account as it would be used up unintentionally. ) XXXX - @ XXXX - XXXX I had received a late notice and they put it to the change in providers and would take care of it.
I had received another notification of lack of payment and called : XXXX - @ XXXX and spoke with XXXX about it and she said that there was a missing XXXX payment. I let her know that the payment had cleared my account month ago. Sent an email of the two ( 2 ) statements and she found that it had been put into the wrong account and that I had not changed the to the new number ... I had changed it all as soon as I received the notification of the new company with my home loan. Went through and deleted and re-imputed the same information with her on the phone. It was to have been all taken care of.
XXXX - @ XXXX - XXXX XXXX I had received Another late notice ) found AGAIN that it had been put into the wrong account ... how I do not know so deleted the same information and re-input with her on the phone the account number it was to go to ... which is STILL the same one I had been using.
She said she would take care of it being late.
XXXX - @ XXXX - XXXX did not know so transferred me to the supervisor XXXX he said that the last call process had not been completed in XXXX by XXXX and was not under the proper format so accounting disregarded it.
He said he was reworking this and would call me back in several days ... of course, I did not receive a call back but for some reason this is all my fault have been punished and cost me respect and the ability to deal with monetary issues that I have worked hard to have at my disposal.
I had my hands full with my XXXX and her XXXX, selling her home and moving her so had not time to babysit what they were doing just kept making the mortgage payments. ( My mothers in an XXXX and now I can not afford to keep her there until medicaid goes through or my credit is repaired )
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| 04/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage serviced by LoanCare. On XX/XX/XXXX, I submitted a written request to have PMI payments removed. I received an automated response asking me to allow 5 business days for my inquiry to be processed.
I received no further response until the end of XXXX, when I received a letter ( dated XX/XX/XXXX, received XX/XX/XXXX ) informing me that I had to pay to have the property appraised before PMI payments could be removed. Largely due to this delay, PMI payments were not removed until XX/XX/XXXX, nearly four months after my written request.
On XX/XX/XXXX, I submitted a complaint and requested a refund for some PMI payments. I again received an automated response asking me to allow 5 business days for my inquiry to be processed, but then I received no further response.
On XX/XX/XXXX, I sent a follow-up email to customer service and opened a case with the Virginia XXXX XXXX XXXX. Once again, I received an automated response but no further response. After some delay the XXXX contacted LoanCare on XX/XX/XXXX.
Finally in XXXX I received a letter ( Dated XX/XX/XXXX ) from a mortgage resolution specialist at LoanCare agreeing to refund a single month of PMI payment, which I do not consider to be an acceptable resolution.
The decision to refund only a single month of payment was based on an assertion that LoanCare is allowed to take up to 30 days to respond to the written request to have PMI payments removed. According to the documents signed at closing, LoanCare is supposed to respond " promptly ''. I spoke to the mortgage resolution specialist, who made the claim that the CFPB defines " promptly '' as " 30 days ''. However, the CFPB customer service representative that I spoke to was unaware of any such definition, and upon inspection of the Homeowner 's Protection Act I confirmed that there is no such definition.
Further research revealed that LoanCare has had 398 complaints lodged against them over the past three years : https : XXXX Many of these complaints are of a similar nature to mine. Together with my own experience, this indicates a practice of intentionally over-collecting PMI payments by ( 1 ) delaying the response to the request to have PMI payments removed, and ( 2 ) ignoring customer complaints.
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| 02/27/2018 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, we received the annual escrow account disclosure statement which showed a significant shortage. We have attempted to call, email and even XXXX XXXX with LOANCARE inquiring about the escrow shortage as well as how the {$200.00} increase on our mortgage payment can be a difficult undertaking for our single income household. In essence, we simply didn't understand how such a significant shortage can occur. We attempted to call on XX/XX/XXXX at XXXX and were on hold for over 5 minutes and submitted a request for a callback, which never occurred. We called again on XX/XX/XXXX at XXXX and spoke w/ an employee who advised that the possibility of the shortage was due to the fact that the previous owner was military. She further advised how we can submit a request in writing to lengthen the shortage from 12mos to 36mos. I did so via the customer online portal via www.myloancare.com. We were advised it can take 10-15 days to receive word as to whether or note our request would be approved. We never received a response. We then called Customer Service again on XX/XX/XXXX, two times ; XXXX and XXXX. We were on hold first for 12 minutes and the second call was over 53 minutes. We never actually spoke with a human being on XX/XX/XXXX. We looked on the www.myloancare.com website in which you can request an advocate. There is no direct phone line and a form must be submitted online, which we did. We never received word of being assigned an advocate. My wife then called on XX/XX/XXXX at XXXX. We actually spoke with a member of customer service by the name of XXXX. Due to policy, she wouldn't speak with my wife because her name is not on the loan, so my wife conferenced me in on the call. I advised XXXX she has my permission to speak with my wife about the mortgage loan on my behalf. XXXX was apologetic about the lack of response and total disregard of our circumstances and lack of customer service. She asked if we'd like to escalate our issue to management in which we responded with a very firm YES! However, all members of management were busy or not present and went home for their evening. XXXX advised that we would hear something about our request within 48 hours and that she personally would follow up which never occurred.
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| 12/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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I took the forbearance with LOANCARE ( LoanCare, LLC., a ServiceLink Company and subsidiary of XXXX XXXX XXXX ) after the shutdown back in XXXX due to the COVID-19. After resuming work in XXXX, I paid back 3 months mortgage comprising of 2 payments for the forbearance and 1 for the ongoing month. After contacting LOANCARE XXXX XXXX XXXX, XX/XX/XXXX XXXX, VA, XXXX, to take me out the forbearance program and resume my auto-draft because I was back to work, LOANCARE went ahead and withdraw a month mortgage from my bank account even though I already paid. So I emailed them for reimbursement. They told me they will look into it. Until the end of XXXX, I have not heard back from LOANCARE. I called in again, and told them to use what LOANCARE owed for the incoming mortgage. We agreed on that until I receive a letter at the end of XXXX telling me that I was behind payment. I called back confused, LOANCARE told me that they sent me a check, therefore I need to pay them the same amount as they check they sent me. So I flatly told them that I could not pay them again until I received my check.
Till today XX/XX/XXXX, I have not received any check ( {$2400.00} ), they are charging me fees, even though they promised not to do so till I receive my check. Since then, I called multiple times to hear excuses like " your check is delay by the post office due to the covid-19 '', " we are working on it ''. My wife and I are bombarded everyday with collection calls and all kind threaten ( credit report threat ) and stressful letters about losing my house from LOANCARE. My wife is stressed out, as she believes I'm the one at fault, as she can not understand any company will treat their customers like that. I've been trying to take advantage of the low rate since XXXX, but unfortunately they are keep me away from it, and I strongly believe that LOANCARE is trying to defraud me, because I expressly ask for the tracking number of the check they supposedly sent me since XXXX so I can trace it through the Post Office. LOANCARE told me they would forward it to me in 5 business day, later told me, that there was no tracking number. Normally, I will never do business with dubious " company '' like LOANCARE, unfortunately, they bought my mortgage.
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| 09/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was transferred from XXXX to LoanCare ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX ). Per my bank statements ( emailed to LoanCare ), there was a {$2500.00} payment on XX/XX/19, {$2500.00} payment on XX/XX/19, and a {$2500.00} payment on XX/XX/19.
I received a late fee notice in early XXXX from LoanCare. That's when I realized LoanCare has not recorded my prior 3 payments of {$2500.00} even though the money was cashed by LoanCare. These {$2500.00} payments were cashed by LoanCare on XX/XX/19, XX/XX/19, and XX/XX/19.
Per customer service recommendation, I emailed their support along with all bank statements that showed the three {$2500.00} payments. I received an email back stating that LoanCare did not see any issues and that my case my closed.
I called LoanCare back ( XX/XX/19 ) and explained again my scenario. Support ( XXXX ) stated that they are now seeing the three {$2500.00} payments, but it was applied to an old loan number.
I told XXXX at support that I wanted to a pay off amount today. However, he said he could not give me a payoff amount until these 3 missing payments were resolved and it would probably take 14 days to resolve.
I originally asked for a pay off amount when I first called LoanCare on XX/XX/19 because of the late fee notice. I am now expected to wait another 15+ days until they resolve the issue. LoanCare will be charging me interest on my loan for the next 15+ days. LoanCare should not be charging me an extra 15+ days of interest if they made a mistake on their end.
LoanCare has damage mine and my wife 's credit score because they reported our mortgage as late.
It seems like thousands of others have reported the same things : https : XXXXXXXX XXXX After my experience and reading all the similar reviews online, I believe LoanCare is deliberately conducting immoral and illegal business practices to scam others to pay more fees and interest on their loans.
-- -- -- -- -- -- -- This is one example of my many phone calls to LoanCare : Called support line and asked to speak to a supervisor. She said ok and right after I heard her say " I'm going to hang up on this XXXX XXXX '' and then she hung up. This occurred XX/XX/19 approx. XXXX Confirmation # XXXX. Her name was XXXX.
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| 09/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In early XXXX, 2019 I was advised by my Mortgage Company, XXXX XXXX that my mortgage had been transferred to Loan Care and that I should make mortgage payments to them in the future. I was advised I had a grace period of 60 days, nonetheless I arranged to pay Loan Care by check on the XXXX of XXXX and XXXX and in XXXX by automatic draft from my checking account..
On or about XXXX I received a statement from XXXX that my escrow account, the balance of which was in excess of {$2400.00}, had been transferred to Loan Care.
On XX/XX/XXXX I was notified by my insurance agent and by my homeowners insurance company, XXXX XXXX, that my premium of {$2300.00} had not been paid and it was going to be cancelled. I calked customer service at Loan Care and asked why escrow had not paid the premium, the agent told me it was my responsibility to pay the premium. My insurance agent advised to avoid a lapse in coverage I should pay and Loan Care would have to reimburse me. On XX/XX/XXXX I paid by debit card {$2300.00}, my insurance agent faxed a copy of the insurance policy with proof of payment and asked LoanCare Escrow to reimburse me.
Loan Care advised me the policy did not include windstorm coverage and they were going to purchase that coverage and charge me for it. My insurance agent called and pointed out to Loan Care there WAS windstorm coverage as did I. I, nonetheless received a letter saying windstorm was being purchased.
I called Loan Care escrow department and explained I needed to be reimbursed {$2300.00}, he got XXXX XXXX on the phone with us, they advised since I had paid the premium first when they later got payment from Loan Care escrow that payment was refunded to Loan Care. The agent advised he would see to it that I was refunded {$2300.00}. That was early in XXXX, I heard nothing thereafter..
On XX/XX/XXXX I mailed to Loan Care Escrow Department a letter demanding a refund on the format provided by CFPB It is now.the evenijng of XX/XX/XXXX and i have had no response from Loan Care.
Please assist me in getting a refund of {$2300.00} that I paid out of pocket for a premium that should have been made from my escrow account which, by the way does NOT show the payment from XXXX XXXX to Loan Care escrow.
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| 07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Step 1 : What is this complaint about?
I knew I was getting a new roof replacing the old one and being a realtor, I knew that the market value would increase to over 20 % equity to get rid of PMI.
Step 2 : What type of problem are you having?
Before the roof was replaced, I called my mortgage carrier, Loancare and asked " What do I do when I get the roof replaced, just send you a copy of the new appraisal? '' They said yes. So when I got the roof replaced, I contacted Loancare, they said that it had to be a Loancare appraisal. I told them that NO ONE ever told me that. So then they directed me to their site to submit the appraisal to have it accepted. No one ever contacted me Step 3 : What happened?
I then called Loancare again and asked why the PMI wasn't removed. They told me I was late on a payment. I NEVER was. In fact, I am AHEAD of payments. I explained that when I closed on my house XX/XX/XXXX, I made a payment in XXXX of XXXX even though the 1st payment wasn't due until XXXX because I wanted to be ahead of the game. In fact, I consistently pay about 2 weeks in advance. For example, mid XXXX, I pay for XXXX. I also submitted a zip drive that shows every single payment ever made with dates AND because they offered my forbearance, I took it. I used it in the spring of XXXX. Last week, I just paid the balance due from forbearance which was about {$1200.00} because I was paying {$800.00} for 3 months vs {$1200.00} for 3 months just to bring my account up to date. Then I paid XX/XX/XXXX in XX/XX/XXXX just to make them happy. In mid XX/XX/XXXX, I had already paid XX/XX/XXXX XXXX attached a zip file of all of my payments since closing on XX/XX/XXXX, a current mortgage statement that does NOT show recent payments of forbearance payoff and XXXX payment, the appraisal and a copy of a letter I emailed Loancare Step 4 : What company is this complaint about?
They will not drop PMI and say I was late on payments. I never was, I was ahead Step 5 : Who are the people involved?
Over 6 supervisors who conveniently dropped my call EVERY SINGLE TIME I CALLED THEM while they put me on hold to research this complaint. They NEVER called me back even when they verified my phone number in the beginning of each call.
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| 11/25/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Dear Sir or Ma'am : Good afternoon. I have two problems to sort out with my mortgage company and/or Loan Servicer. My loan is owned by XXXX XXXX, but is serviced by LoanCare , LLC.
Problem 1 : I submit biweekly loan payments which are above and beyond my required monthly mortgage payment. These payments are to be applied against the loan principal and have not been since XX/XX/2018. I have copies of the LoanCare LLC transaction history showing that they received these payments, but have not appropriately credited them to my loan principal. I sent an inquiry via the Contact Us secure web form on XXXX on XX/XX/2018 to follow-up on this issue and to ask that the appropriate retroactive payments and interest reductions be applied. I have not yet heard back from XXXX on this issue. I realize they have a reply window of time. I am escalating this through CFPB for need to track issues as well as the fact that there is a second problem which may negatively affect this first issue.
Problem 2 : On XX/XX/2018, I received a letter from XXXX stating that my Loan Servicer was changing on XX/XX/2018 to : XXXX XXXX XXXX XXXX XXXX of XXXX XXXX, CA. A second letter, which was dated XX/XX/2018 arrived to note that my mortgage loan was resold and the new owner is XXXX XXXX XXXX XXXX XXXX. This second letter contradicted the first letter by stating that my mortgage serving will remain with XXXX. I sent an inquiry, also by way of the secure Contact Us web form on XXXX today, XX/XX/2018.
I no longer know who services my mortgage, where to send payments, whether my account number has changed, etc.
I also do not know what recourse I have in that I DO NOT wish my loan to be transferred to another loan servicer until the biweekly principal payments from XX/XX/2018 through current have been properly credited against my loan, and any appropriate loan adjustments ( Such as remaining principal, interest calculations, etc. ) have been accurately recalculated and applied. If the first issue is not resolved prior to the transfer, the wrong principal balance, interest, and inaccurate transaction history may be transferred to any new servicer. Please could you advise what steps I can take to resolve all issues?
Thank you, XXXX XXXX
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| 01/16/2024 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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Loan Cares website does not allow the customer to upload documents nor does it give any confirmation ticket numbers to the customer email to confirm documents have been submitted to the website. Loan Care does not provide an email to send documents to them even when I advised them that the documents will not upload to the Loan Care website.
I have attempted to upload documents for a tax problem I am having, but either I get error messages or I never get any confirmation with a ticket number sent to my email that the documents have been submitted to the Loan Care website.
I uploaded documents on XXXX XXXX XXXX XXXX XXXXXX/XX/2024 and XXXX XX/XX/2024 and I do not have email confirmation of the document uploads nor does the website produce a confirmation number if you manage to submit the documents.
The customer is unable to access any history of document submission on the Loan Care website so there is no record at all of the documents that have been submitted to Loan Care or any communication about the problems the customer has with their mortgage loan.
In addition, if you manage SOMEHOW to submit documents to the Loan Care website, you can only send one communication per day. That means if you have a tax and an insurance issue, you have to upload the documents to the Loan Care website you have to spend two days doing it and you do not get any email confirmation they have it.
This makes it impossible to communicate with Loan Care to fix critical problems with my loan. This has caused an incorrect {$600.00} increase in my monthly mortgage payment that I do not owe due to Loan Cares error and this problem has been going on now for over two months and
Loan Care has not fixed it. I have a screen shot of the docum
ents I attempted to upload to Loan Care before I pressed the " submit '' button, but I have no ticket numbers for the three submissions I made on the Loan Care website.
Not having any record about the problems I report to Loan Care or upload to the Loan Care website is now a violation of Deceptive Trade Practices Act ( DTPA ). Not fixing the incorrect loan balance and monthly mortgage payment on all three of my credit reports is a violation of the Fair Credit Reporting Act ( FCRA ).
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| 03/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LET ME START BY SAYING Loancare has the worst customer service ever!!! Just read the customer reviews or complaints online!!! I was hung up on and treated with disrespect. I was on the phone for hours on hold and explaining my issues, being transferred to escalation and repeating my issues and getting the same poor service. In a nutshell, my taxes got messed up with the county so my escrow was running short each month, I sent in my mortgage payments. They, however, keep saying I'm late and its in forbearance. It is not in forbearance I have made over XXXX timely payments of XXXX sense going out of forbearance!! So when I made XXXX payments of XXXX in XXXX month the e-checks had the month and dates on the e-check for the months the payments were due for. Loancare took XXXX of the XXXX dollar payments and put it in my escrow instead of making my monthly payment. Therefore making me late in the month of XX/XX/XXXX '. That e-check should not have been cashed for anything but what it was intended for, that being my mortgage payment!!! So as a result Loancare sent in a late payment status to my credit bureau bringing my credit score down over XXXX. This also was told to me by Loancare it would be removed and taken off my credit, it is not!!! Lastly Loancare knows I am trying to refinance my mortgage with another company and I feel they are not doing what they promised to myself to keep my mortgage with them. My last recourse will be to turn this over to my attorney XXXX XXXX Attorney At Law. I have all my bank statements to back me up for each and every payment I have made on time to Loancare!!! My bank statements will show I am correct and all this nonsense should be cleared up!! Thanks to all this I have lost the interest rate I had locked in and my application has expired for my refinance!! This in i'ts self will be a law suit. I would also like to add My mortgage payment is not even XXXX a month it is XXXX so I am over paying on it each month. The last XXXX persons that said they would fix the problems are XXXX ID # XXXX and XXXX XXXX ID # XXXX BOTH HAVE NEVER GOT BACK TO ME EITHER!!! SIGNED A VERY UPSET CUSTOMER AND I HIGHLY RECOMMEND CONSUMERS DO BUSINESS ELSEWHERE!!!! THIS COMPANY STINKS!!!!!!!
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| 09/29/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX XXXX, I started a deed in-lieu of foreclosure process with my original mortgage company, XXXX mortgage, due to being XXXX XXXX military and PCS'ing. As of XXXX XXXX, I was told the process was complete and just waiting closing. In XXXX XXXX, I discovered ( due to a delinquent alert on my credit report ) that my loan had been sold to Loan Care, LLC., and that I was now behind on payments. I promptly contacted XXXX XXXX who proceeded to tell me I would have to start all the paperwork over again. I completed the paperwork and sent the signed and notarized documents back to them in the XXXX XXXX timeframe. On XXXX XXXX, XXXX, it was reported to the VA that the deed in-lieu of was in the closing process. Since then, I have not received any closing paperwork or any finalization, and multiple attempts to contact the company have resulted in a run-around of being told the process is complete and they are unsure why it is still being reported to the credit bureau. On XXXX XXXX, XXXX the VA was able to see notes updated in the system saying the loan was closed. From there, my VA rep and I both attempted to contact the company for further information. The VA rep still has not received any response to her emails, and I was told on XXXX XXXX, XXXX that a letter had been sent to the credit bureaus to correct all data. On XXXX XXXX, XXXX, I contacted the mortgage company again to find out why no updates have occurred yet. I was transferred to a supervisor who told me that she could not see any of my information or notes in the system because " it was the wrong department '', and that she would email the POC and his supervisor with my information to return my call. I have left messages with the POC several times in the past and have never received a call back from the company. I still have not received any paperwork showing that the process has been finalized, and the credit bureaus still have not been updated to remove the delinquencies to fix my credit score. I also need the VA to receive all the final paperwork as well to restore my VA benefits. This process has been ongoing for a year and, due to my loan being sold and being unable to contact the right POC, still has not been completed or resolved.
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| 02/24/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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On XX/XX/2017 My wife and I received a credit bureau notification that there was a change to our credit reports. Upon checking the change, it showed that we were 30-60 days late on our mortgage. My wife and I had paid the mortgage each month as required. My wife however had made partial payments in the month of XXXX and XXXX with the full balance being paid by the XXXX of the month. When speaking with our company Loan Care, they said that this happens a lot and on their statements, they say that partial payments are held and when the entire balance is paid, they release the funds. In this case, the funds were applied to the principle balance and from XXXX until XXXX, we had been late, and had been accruing late fees etc. and were never given a phone call to say that we were late nor a letter saying we were late. When we called Loan Care on XX/XX/2017, we asked why we were never notified and we were told that they did n't have to notify us since we are able to access our account on line. Upon speaking to them further they said that the issue happens often and that they were going to fix the problem and update the credit agencies and notify them that this a mistake. As of the writing of this complaint XX/XX/2017, the issue has still to be resolved and our credit reports are still showing us late. We have called no less than 6 times and spoken to several employees who have assured us that the issue was being taken care of and wold be expedited and fixed within 5-10 days. This was almost 50 days ago. We do n't receive calls back when we are told we would from management, our credit reports have taken an unnecessary " hit '' of nearly XXXX points and this company has done nothing to fix or help us when they said they would. Each time we call, we are told by another employee that the situation will be resloved and are given their apologies for the misunderstanding. We are both XXXX and pay our bills accordingly. On today 's date XX/XX/2017 we were told that the issue would take another 5-10 days and that there are XXXX departments currently working on our issue. This is the poorest customer service my wife and I have ever experienced and people who are dealing with this company need to be warned.
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| 11/30/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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I am writing to express my deep concern regarding the current state of affairs with my mortgage provider, XXXXLoanCare LLC . The complete unavailability of their websites has prompted me to investigate the matter, and my findings indicate a potential cyberattack on the systems of XXXX XXXX XXXX ( XXXX ), resulting in service disruptions since the previous week.
My attempts to seek clarification and reassurance by contacting their customer service at XXXX have been unsuccessful. Despite persistent efforts, I have been unable to connect with a genuine customer service representative, with my calls abruptly terminated.
Given the gravity of the situation, I am profoundly worried about the security of my account information, including linked bank accounts, Social Security Number, and credit information. In light of these concerns, I am formally requesting XXXXLoanCare LLC to provide me with a comprehensive incident report detailing the specifics of the cyberattack and outlining the company 's response to this critical incident.
Furthermore, I seek explicit information on the measures the company is implementing to safeguard the privacy and integrity of my personal information in the aftermath of this security breach. I believe it is imperative for the company to be transparent about the actions taken to rectify the situation and reinforce security measures.
In addition to these requests for information and reassurance, I find it necessary to formally request compensation for the disruptions and potential risks incurred as a result of this security breach. The inaccessibility of the company 's website and the inability to establish communication with customer service have not only caused considerable stress but have also raised serious concerns about the safety of my financial and personal data.
Considering the serious nature of this incident and the potential impact on my financial well-being, I expect XXXXLoanCare LLC to address this matter promptly and provide fair and appropriate compensation to mitigate any adverse effects experienced by affected customers.
I anticipate your prompt attention to these pressing concerns and a thorough and satisfactory resolution to this situation.
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| 01/29/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I filed a complaint with the CFPB on XX/XX/XXXX ( COMPLAINT NUMBER XXXX ). This complaint was for missing money orders that my company, loancare, took away from my account. My account was current until XX/XX/XXXX payment. I paid via check, and my check bounced four times. It was done bouncing on XX/XX/XXXX. The account shouldve been back dated to my XXXX payment since thats the month I was paying for when my check bounced. After all the bounces, my account back dated to XX/XX/XXXX. You can see this on the explanation loan care provided from the prior complaint. This is not correct. I paid via money orders, that should not have been taken away. I told loan care this, and they stated provide copies front and back of the money orders. I did this multiple times, and they stated they did not receive them. After I filed this complaint, loan care came back with documentation explaining that my account was back dated, but they did not explain why it was back dated to XX/XX/XXXX. It also states that my account was current as well prior to the bounces. It was contradicting itself in the letter. As you can see in the attached documents, it blatantly says it got back dated all the way to XX/XX/XXXX. But since loan care responded, CFPB closed the complaint. It was not taken care of, nor did my question get answered. Where did the money orders go, and why did it get back dated to XX/XX/XXXX? They were deposited by loan care as seen on the back of the money orders, but taken away from my account. Is loan care stealing this money and not applying it? I called loancare to discuss today. I spoke with XXXX who was a supervisor, and she said she actually does see the front and back of the money order on XX/XX/XXXX and my account should be corrected! Go figure! The ticket number where she found this in was XXXX. She said she would fix, but all the sudden she said she couldnt because I filed a formal complaint with the CFPB. She was no longer legally allowed to talk to me and CFPB had to handle it. I told her multiple times, CFPB closed the complaint. Loan care stated the complaint was still open on their end, so CFPB had to get ahold of them to fix. Can someone fix this? I am missing almost XXXX on my account!
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| 07/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to XXXX/LoanCare XX/XX/19. My prior mortgage company was collecting and paying my hazard insurance. My insurance carrier ( XXXX ) sent me confirmation that my loan company was changed to Loan Care on XX/XX/19 along with the current premium that was due. It was my understanding that the new mortgage company would pay the bill since they had the funds in escrow. I received communication from the mortgage company that they were going to place hazard insurance under them on my home followed by letters dated XX/XX/19 and XX/XX/19 that the policy 's placed by them had been cancelled which led me to believe they had made the payment to XXXX as they were supposed to per my arrangement with my prior mortgage company. On XX/XX/19 they withdrew {$1400.00} from my escrow account to pay for coverage they placed on my property. I immediately contacted XXXX to find out they had failed to pay my policy and coverage had been cancelled. Upon discovering this, I immediately purchased insurance for my property and informed the mortgage company I had done so. Unfortunately due to their failure to pay my policy, I had a lapse in coverage. XXXX/LoanCare took it upon themselves to charge me for this lapse. As it was their responsibility and failure to pay my insurance, I do not believe I should be paying for this. I believe they owe me {$270.00} as only {$1100.00} of the {$1400.00} was refunded to my escrow account. I have attempted to address this with them on 2 occasions both of which took hours on the phone. I was led to believe the error would be resolved and I would be refunded. I have reviewed all of my mortgage statements and no refund has been issued for this. I believe my money was mishandled by the mortgage company and it is frustrating that I have no choice in who is managing my money that they feel they can spend my money in ways that have not been approved by me. They were given notification of my insurance being due and had ample opportunity to pay for it. They failed to do so and also FAILED to tell me that they had missed the deadline for payment and that I needed to resolve this with XXXX. I feel they have failed me in their fiduciary responsibility to handle my money.
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| 10/16/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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We used XXXX XXXX to manage a seller-financing trust indenture in Montana. Unbeknownst to us, the note was sold to Loancare. Since that event, Loancare has been horrible to work with with little to no to really delayed response to inquiries. The buyer was able to get a loan through his local bank and it took the bank several weeks to get the pay-off amount from Loancare.
The loan finally closed 8 days ago. The bank issued a check that same day to the title company. The title company opted, with out anyone asking us, to mail the check to Loancare. That took 2 days. I called Loancare on day 3 to find out where my funds were to be told that they were going to hold the check, from a title company, for 10 days. I called the title company and they were able to convince Loancare the check was good and it was cashed on day 3, but no payment back to us, the seller was made.
I called in frustration and stated the money needed to be transferred to my bank account on file immediately. I was told they were after the cut-off time ( presumably for the wire ) but it would go out on Tuesday ( Monday as a holiday ). So, I expect to see the funds in my bank account on Tuesday. Not there. Today, Wednesday, after three phone calls, I learn that they cut a check for the $ XXXX and put in the regular first class mail on Tuesday and now it will take several more days. So, of course, I ask why it wasn't wired. " We had no instructions. '' Did they ask for instructions? No, of course not. Did I say I wanted it directly deposited the same way all the buyer payments were direct deposited- yes, most definitely.
Okay, fine, the " check is in the mail '', so please give me the tracking number. No, we have no tracking number. We just sent it regular mail. WHAT? A check for $ XXXX and you didn't opt to track it. How convenient that you will be earning a few hundred dollars in interest off of funds received on Day 3 since my bank won't be receiving and then depositing the check until maybe Day 10 if I'm lucky or day 13 if it hits the weekend, if the untrackable check even arrives, at which point, I have to call back again and even more time is lost.
Overall, awful experience with Loancare and its not even over yet.
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| 02/02/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We have had multiple issues with our escrow account through LoanCare and XXXX XXXX. They are by far the worst servicing company I have ever experienced, through over 5 separate mortgages we've had. First, they refunded us $ XXXX from our account that needed to be used for taxes. When the taxes came to be paid, we waited for them to send us the notice to pay back the amount and it never came ( the funds remained on the side as we knew it had to be paid back. ) We received our tax bill from XXXX XXXX and they had to make adjustments to the value ( decreasing the amount due by appx $ XXXX ) and I've submitted to the loan servicer multiple times in the last 30 days so they can update our escrow needs. They continue to tell us it will be reviewed but in the meantime are trying to have us pay the higher amount towards our escrow. When the letter finally came regarding the $ XXXX, they did not give us an option to pay that alone, and just adjusted our mortgage payment by $ XXXX.
Due to the constant errors in our escrow account, we've continuously placed requests to delete our escrow account and we would pay accordingly with XXXX XXXX and insurance company. They keep making excuses why it can't be done, saying the case will be " escalated '', and nothing happens. We have called over 10 times in the past 10 months to try and have the issue resolved. They told us we'd need a new appraisal to confirm we had 20 % equity in the home, so we confirmed we'd pay the fee and to order it. We called on several occasions over the last year to know when the appraisal would be ordered/completed and no one could answer. They told us a letter would be mailed with the cost and to sign off but a letter never came.
This has been ongoing since we closed on the property since XX/XX/2021. We can not get ahold of anyone, the numbers we agreed to pay are incorrect, our tax escrow is incorrect, and after multiple requests to have everything resolved we are ignored, passed off, and lied to about why they can't help. We just want this fixed and to pay the proper amount on our mortgage. We've never missed a mortgage payment in over 10 years, have plenty of liquid assets, and no reason why we can't correct these items.
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| 09/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir or Mam ; LoanCare LLC/XXXX XXXX took over my mortgage in the fall of XXXX, they have failed to process my payments as expected. The only unique factor in my case is that I have my mortgage paid ahead by 3 months. Under my previous loan processor, XXXX XXXX, this was never an issue. I have to call or write nearly each an every month to have my payment applied correctly.
I have written multiple letters to the company management and they have failed to correct the processing.
02/02-Letter to XXXX XXXX - President CEO XXXX XXXX XXXXReply from Corporate Council - XXXX XXXX XXXX. -Said that LoanCare LLC handles all the Mortgage Contracts. Instructed LoanCare LLC to provide a Substantive Response.
XX/XX/XXXX Letter to XXXX XXXX due to No Response being received within 30 days of the letter from the Corporate Council.
XX/XX/XXXX Reply - Canned - Notice of Error Acknowledgement.
XX/XX/XXXX Reply from XXXX XXXX That LoanCare Doesn't Receive instructions from my financial institution.
XX/XX/XXXX Called my financial Institution - since this is an electronic AFT? transfer its not possible to include instructions. Note I used this same financial institution with my previous loan services with no issues.
XX/XX/XXXX Letter to XXXX XXXX again regarding same issue.
XX/XX/XXXX Reply from XXXX XXXX my only options is to Call in /write each month.
XX/XX/XXXX Payment Mis applied Again XX/XX/XXXX Called customer contact number. Said they would call back.
XX/XX/XXXX Initiated a customer correction through their online portal to have the payment applied.
XX/XX/XXXX XXXX payment appears to be applied correctly.
XX/XX/XXXX correction made to XXXX payment XX/XX/XXXX XXXX made changes to the loan care bill pay - the payee name is now - Loan Care, LLC - Monthly Payment and a 2nd bill payee called LoanCare Principal Payment only.
XX/XX/XXXX XXXX Payment misapplied.
Loan Care has continually failed to process my payments, I will not use their automatic payment feature.
I have worked with my bank though the bill pay to re name the Payees to indicate - Payment and Principle Payments.
I pay my mortgage in advance because that is how I want to do it.
Attached are the corresponsdance.
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| 06/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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new rez / loancare is trying to charge me for a home owners insurance gap which is not true. They already charged my payment towards the escrow for ins and edcrow instead of towards principal for XXXX, I should be credited back.
Some dates are not specific because I expected this to be resolved quickly so I never recorded dates. The mortgage companies chaged from di-tec to loancare to newrez.
My insurance company amfam which the insurance was carried, was sending the declaration to XXXX XXXX XXXX former mortgage co by mistake. ( I switched ins companies now ) They never updated the proof of insurance to send to loan care, but the insurance was still up to date on the home. Then in XX/XX/XXXX I started receiving letters from loancare for me to show proof of insurance ( XXXX ). I then started sending many copies of the declaration doc to Loancare and they would take days to get back to me and still did not accept the proof. I made a call in XXXX ( because the declaration proof kept being rejected ) to a rep at loancare but she did not resolve the issue and stated she would contact am fam ( the insurance at the time of the supposed gap ), never heard anything, received more letters from loan care, sent the declaration page and they still wont accept it.
Today XX/XX/XXXX received a letter from new rez which is one of the XXXX companies once for my current mortgage.
They are trying to start an escrow for home owners insurance purchased through them and charging me more each month, when my insurance was covering the home with no gaps between amfam and state farm ( new ).
The amount is {$790.00} in question from new rez, but loancare states the premium is {$400.00}, not sure why a difference?
The insurance gap they claim is XXXX XX/XX/XXXX which was under am fam. I now use state farm which I started XX/XX/XXXX, and they show it as effective XX/XX/XXXX on loancare web site now, because they accepted the current state farm policybut mot thr gap from an fam. They just dont want to accept the declaration page from amfam that shows continuing coverage from XX/XX/XXXX XXXX.
XXXX was the site that I uploaded declaration pages.
Please let me know if you need anything else from me.
Thanks
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| 04/10/2020 |
Yes |
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- Trouble during payment process
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Web |
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This is the fourth complaint against this Loancare/XXXX. MY LOAN IS PAID IN FULL ON TIME so we wont be using that as an excuse to not investigate this company. Once again I have called them multiple times and got transferred multiple times and sent email and sent documents. I paid all of my taxes this year. This means I went online and paid in full the entire balance for 2020. I then submitted a recite and called and spoke to XXXX the last person I was transferred too at Loancare/XXXX. He said they would look into it which is of course just another blow off. My monthly mortgage has not been the {$780.00} in months they first said it was because of an additional charges from my homeowners insurance putting it at over {$900.00}, with the last payment being in XXXX ; which still is not reflected on my mortgage payment this month XX/XX/2020 I still had to pay over {$900.00}. When they were told I already paid my taxes they still continued to collect them on top of insurance when it was not needed again sending a duplicate payment to XXXX County for {$600.00}. I have asked to have this money returned to my account and have not gotten any response. My next month still has not been updated to be even at least the {$780.00}. They continue to double collect for both my insurance and for taxes both have been paid. If you dont pay you get a 60 day late notice on your credit report barring you from ever escaping this company. I am truly disgusted that this has continued to happen. This company has done this to me and others with not only their poor customer service, lack of any employee accountability, and incompetence in handling any matter. This is my last step. I am submitting this complaint to the Consumer Finance Board, XXXX XXXX XXXX, the Finance Commission, and the Attorney General again. While I wait for again nothing to happen I will be submitting this to our State Senate then if I have to the Media. As of today XX/XX/2020 there are hundreds of others that are in the same situation with their mortgage being mishandled by this company. Please address the first my attached pieces for proof, I also encourage you to look at the reviews submitted by others many that are current to today.
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| 06/09/2023 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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A late payment for mortgage loan was reported in XXXX XXXX for my XX/XX/XXXX payment. This item is inaccurate due to the following reason : I made my payment for XXXX through the app as I normally do. Unbeknownst to be there was an issue in system. My payment information is saved in the system so that I can make my payment each month. Only one payment account was saved the system to make my payment.. As the app only show the last four ( 4 ) digits of the account you are paying from, which showed the correct four digits of my checking account. I made my payment as normal. Approximately 7 to 10 days later, on XX/XX/XXXX, I received notice that my XXXX payment was returned, and a person showed up to my house to make sure it was secure! I had more than enough funds in my account for my mortgage payment therefore I called LoanCare to get this resolved and discovered that there were two checking accounts listed in my loan account both of which had the same last four digits but not the same beginning account numbers. XXXX with account services assisted me in getting the payment made through the correct checking account, waived the retuned check fee due to the error by LoanCare then transferred me to XXXX in the LoanCare webservices division to get this resolved. XXXX worked to get the incorrect account removed but was unable to at the time. A request ticket was made to get this situation resolved, in the meantime I named the accounts good and bad so as not to get them confused for future payments until the bad was removed by LoanCare.
LoanCare continues to deny my complanit and resolve the issue by simpliy removing the late payment on my credit report. This is ruining my report and causing issues for a potential job move. My conversation with XXXX XXXX, a LoanCare escalation XXXX, on XX/XX/XXXX told me it was my choice to use the app or web to pay my bill and that if the XXXX XXXX department has denied this then that it. Use another method. Even though none of this was my doing I was basicaly told it was my fault.I was given no other person to speak with. This was an internal issue with LoanCare 's systems that I never had a problem until that day now it my fault for thier mistake.
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| 01/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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I refinanced my home with another lender in XXXX XXXX. It is now XXXX XXXX and I have yet to receive my {$3000.00} escrow refund.
Account XXXX was paid in full on XXXX/XXXX/XXXX. LoanCare , LLC released my property tax escrow in the amount of {$3000.00} to my tax office on XXXX/XXXX/XXXX. The tax bill was already paid by the new lender upon receipt of the LoanCare payment on XXXX/XXXX/XXXX. XXXX XXXX XXXX office returned the payment to XXXX XXXX on XXXX/XXXX/XXXX. I have made several phone calls, emails to the company to inquire about the delayed processing. I 've gotten the run around since XXXX, being promised escalations and rush on the return to no avail. I have spoken to supervisor XXXX XXXX on 2 occasions, only promised that the check should be mailed soon. My online account shows the contractor returned the check to LoanCare LLC on XXXX/XXXX/XXXX and there has been no further processing as I spoke to a customer service rep, XXXX # XXXX today. She assured me that no one was trying to " keep my money '' only to return to the line with her humblest apologies as the delay is duely noted in my file. I would assume the company is well beyond their legal limit to refund my escrow overpayment.
I am a single mother and my children are still awaiting their delayed XXXX gifts that were promised to them as I was unable to afford anything due to being over {$3000.00} in arrears due to this fiasco. And now they have birthdays coming up, and I will have nothing for them, yet again. I am unable to make this month 's mortgage payment for my home as I have maxed out all of my lines of credit trying to compensate for the missing funds over the last 3 months. LoanCare does not seem to have a good system in place with their tax contractor XXXX, as they held my funds for over 6 weeks and not a single soul at LoanCare could provide me with an update despite their self admittance of several attempts to follow up with XXXX about the returned check. Furthermore, it is not the problem of the customer that your contractor is ill equipped to handle refunds in an appropriate time frame. I am so glad this company is no longer servicing my loan and I would not recommend anyone to finance with them.
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| 10/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I paid my mortgage at Loancare with an early payoff on XX/XX/2018. I received a letter dated XX/XX/2018 acknowledging the payoff. After not receiving information from my courthouse about the satisfaction of the lien, I called Loancare on XX/XX/2018. I was told by the servicing agent that it had only been 103 days and then was put on hold then disconnected. I called my clerk of court in my county and they had not received the paperwork. I called Loancare back getting several different servicing agents, being put on hold and then being disconnected. I called again asking for a supervisor. I then learned that Loancare had mailed my release/information to the wrong courthouse with the wrong address in another county on the other side of the state thus putting my and my deceased husband 's information at risk for fraud or whatever. I asked the supervisor to send my information to my courthouse via XXXX, even giving him the correct XXXX physical mailing address and the XXXX XXXX XXXX. XXXX mailing address. I said to not send information via XXXX to the physical address as it would not get to them. I have been calling my courthouse and still they have not received the information. I called Loancare again on XX/XX/2018 and threaten to file a claim with this bureau. I was put in contact with upper management. I had to tell my story again for the umpteenth time. I was assured that everything would be taken care of right a way. I was sent a letter dated XX/XX/2018 via Loancare 's social support website stating that they mailed the information to the physical address but not saying what service that they used nor a tracking number. I have called my courthouse again today XX/XX/2018 and they have still not received any release documents. I have left a message with my contact from upper management requesting a tracking number for sending the documents. I have been more than patient. I am dealing with XXXX XXXX and the death of my husband from XXXX. I always paid my loan on time with an early payoff. Additionally, a few years ago Loancare neglected to pay my home insurance thus letting it lapse with no explanation. I had to pay it and take over my own escrow account for taxes and insurance.
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| 03/20/2019 |
Yes |
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Web |
Servicemember |
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My complaint is with LOANCARE A SERVICELINK COMPANY, this complaint starts back to XX/XX/2018, after Hurricane Michael had destroyed my condo in XXXX XXXX FL, I took the right steps in notifying them right away that the property was destroyed and I asked them what my next steps should be. They told me they would put a forbearance on my account for 3 months, at the time I thought this would be enough time for me to receive my insurance checks and payoff my mortgage because the HOA voted to not rebuild the condos. Once the 3 months was up I informed them that I was still waiting for a 3rd insurance check to pay off the mortgage in full. LOANCARE told me that there was nothing they could do and expected me to make an XXXX mortgage payment on a property that was destroyed, after I had to move, find a new job and place to live. I told them I could not do this and asked them to wait a few weeks for the last insurance check. They did not, and started attacking my credit with a 75 point deduction every month that it was late. When I finally received the 3rd insurance check, I Noticed that the check was made out to the wrong mortgage company ; it was made out to XXXX XXXX XXXX XXXX, the mortgage company I originally bought the mortgage from, they then sold the lean on the property to LOANCARE. I was told by the XXXX XXXX ( where the property is located ) Clerk of court that the records have to be updated by the mortgage company that they own the lean on that land. ( you are supposed to do this when a mortgage company transfers to another, but it was not done ) So the HOA Trust fund can cut me a new check with the updated mortgage company. I have been calling countless time to inform them of this to no avail. They just transfer me back and forth between their insurance department and mortgage department. Telling me they have no idea who deals with that or they will do it and then nothing happens, I then call back, and they act like they never even heard from me in the first place. At the same time they pile more and more late fees, interest, onto the payoff statement. It has been 6 months since Hurricane Michael. I have the means to pay it off in full but they will not do their part.
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| 08/18/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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This has been going on since XX/XX/XXXX, when we received a statement that our escrow account would be short almost {$2500.00}. After doing some research we found that our hazard insurance premium jumped from {$700.00} a year to {$2500.00} a year. So we contacted the mortgage company to let them know that we would be cancelling the original insurance company with XXXX and selecting a new one ( all done on the same day actually ). They said fine the insurance company would send a credit to escrow account for the prorated portion back. They sent us the check directly we called loan company and they said to make two separate payments. One for our Monthly Mortgage and one for the escrow account ( {$1800.00} ). We sent that to them on XXXX/XXXX/XXXX for the {$1800.00} to go into escrow to cover the new insurance policy plus a {$400.00} " fluff '' they told us to include to keep our escrow from falling short. Since they received the escrow money back from us they have misapplied it so many times they now can not account for where of it is currently ( as of XXXX/XXXX/XXXX ). They paid our property taxes a month late this year and paid our hazard insurance a month late this year that is all they paid out of the {$1800.00}. They also miss applied our mortgage payment that month which reported to the credit bureau as late. We were told that it 's not their fault the escrow account is short and that they correct all the miss applied money, when we questioned the remaining balance that should be there she said she could n't account for it. She then told him that they did n't account for the new hazard insurance so they {$900.00} shortage is their fault but we have to pay yet again. HOWEVER on XXXX/XXXX/XXXX they sent us the statement for the escrow WITH the new insurance amount on it. She tried to tell us that we can split the now {$900.00} escrow shortfall over 36-48 months, we denied. Now our payment went up. Our statements make no sense. We have put {$4500.00} into escrow and can not account for where the money has gone. My PMI payment keeps changing and they keep applying additional principal payments on top of our regular payment. So many reverseals ad disbursements it 's so XXXX.
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| 11/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, we applied for a loan modification through our loan servicer which is Loancare. Our loan number is XXXX. We made our trial payments and the permanent modification documents were sent to us in XX/XX/XXXX. We signed and returned them on XX/XX/XXXX. Loancare received and stamped them on XX/XX/XXXX by XXXX XXXX.
On XX/XX/XXXX, the Order Granting Motion to Approve Permanent Modification was granted ( See attached ) On XX/XX/XXXX, I called Loss Mitigation ( spoke with XXXX at XXXX ) as our billing was still showing that we weren't modified and we were showing past due. She told me to send all supporting documentation to the loss mitigation email address she gave me and I did so at XXXX XXXX.
On XX/XX/XXXX, I emailed a follow up and copied my attorney asking for all of the information to be updated, late payment fees to be removed, payments to be allocated correctly with the correct interest rate and payment as per the modification, escrow to be adjusted and the like. No response to that either.
On XX/XX/XXXX, my attorney sent a certified letter stating that this all needed to be corrected. ( see attached letter ). We received a confirmation letter back stating it would be completed On XX/XX/XXXX, I got a printout from Loancare to see if anything had been done to adjust and nothing had.
On XX/XX/XXXX, I asked for another loan printout to see if it had been corrected and again, nothing.
XX/XX/XXXX was the 30 days ( excluding the holidays and weekends ) to get it corrected.
On XX/XX/XXXX, I called and talked to XXXX who stated that XXXX ( the closer ) still hadn't gotten it corrected and didn't know why it was going on so long. She tried to reach out to XXXX but she didn't answer. I asked her to escalate this to resolution. XXXX stated that she was going to send an email to her own supervisor to get to the closing supervisor. Given that no one has corrected to date, I don't have much faith that this is going to be handled anyway.
We are selling our home and we close on XX/XX/XXXX. We have paid all of our mortgage payments. It is imperative that the interest rate, payments, escrow, and late fees all be corrected ASAP so as to not cause any further issue.
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| 05/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I sent the following e-mail to XXXXLoan Care customer service : The response I received from customer service didn't answer any of my questions, and simply advised me to call back in. I've attached the e-mail.
The e-mail response is also very confusing. It advises to not reply to the e-mail, but then later states to reply to the e-mail if it does not answer your question.
Please get it together and give me the answers I'm looking for.
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| 12/13/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Due to recent health issues I was not paying very close attention to my mortgage. I just paid it. I realized in XX/XX/XXXX that my payment increased by XXXX PER MONTH and had been that way since XX/XX/XXXX. I called myloancare and they stated that my town taxes increased dramatically from XXXX a year to XXXX per year. I went to the town hall and they said I missed the homestead exemption. We calmly spoke and they said we can fix it it will take a month till the board meets on XX/XX/XXXX. The town met and sent me an abatement letter and a copy of the taxes backdated to the beginning of XX/XX/XXXX stating my taxes are in fact XXXX per year. I immediately sent the letter and abatement to my loancare, confirmed they received it and they said they would run an escrow analysis and fix it on XX/XX/XXXX. In the meantime I have overpaid by XXXX dollars without XXXX XXXX payment even being made yet. I received an email on XX/XX/XXXX from my stating that myloancare sent the Town of XXXX another XXXX dollars in tax payments that wasnt even due until XX/XX/XXXX verified by XXXX at the town of XXXX tax office XXXX. She said why did they send that and why would they do that " WE SPOKE TO THEM " AND TOLD THEM YOUR TAXES were XXXX per year. After the escrow analysis was marked as completed on XX/XX/XXXX by my loancare they update my account stating that my taxes are XXXX dollars per year and my payment was still XXXX higher than it should be at XXXX per month. When they have a black and white paper stating my XX/XX/XXXX and XX/XX/XXXX taxes are XXXX per year and spoke to the town and verified it with XXXX. They have refused to fix the account and refund any monies owed to me and just keep giving me the runaround. The stress of calling everyday and disputing the same facts with different people on any nornal time would be too much never mind with health issues and at XXXX time and being out of work but NEVER MISSING OR delaying any payments. Please help me please. They know they have the power and are just bullying and not doing what they are supposed to. It is very very wrong. And this stress is not healthy. I just want to pay my mortgage and not have to deal with this sham of a company.
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| 11/09/2023 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I am XXXX XXXX I am a XXXX.
I called Loan Care Loss Draft at XXXX XXXX XXXX XX/XX/2023 I spoke with a person who did not identify who they were. They Never Do Loan Number # XXXX Property Address XXXX XXXX XXXX XXXX XXXX CO XXXX.
Loan Care has told me and my client XXXX XXXX XXXX that they were sending out his final payment that Loan Care has been holding since XXXX of {$17000.00} The person I spoke with today is very vague about what exactly XXXX XXXX needs to send out his payment to him. But of course, no payment will be sent if we don't do exactly what they say.
Previously I've had a rep say you need to send us a piece of paper saying what he's been paid- I said okay what amount is that- she's like uhhh let me check -- after a few minutes she comes back with I'm not sure but we can't release payment until we get that- that was someone else earlier this year and they did send out partial payment- everyone has a totally different set of rules they tell us and our clients to do to get their money.
XXXX XXXX has been waiting on his final check of {$17000.00} since XXXX. He requested a {$15000.00} draw months ago that he never got and never was told he wasn't going to get.
XXXX mailed Loan Care a {$62000.00} check around XX/XX/2023 and they release back to him {$45000.00} XX/XX/2023 and they are holding the rest.
It is unjust to make our country 's elderly veterans jump through hoops and call numerous times to try to figure out how to pay their contractors. This has caused XXXX XXXX XXXX worry and stress he is underserving of.
I as his friend but also his XXXX have the responsibility to seek answers for him that your rep today tried extremely hard to not give us.
This job has been done, we sent in the certificate of completion. Loan Care makes no effort to contact XXXX XXXX or the XXXX with items needed. They have lied for months that they're sending out payment- Infact the lady today said the check was sent out then canceled? XXXX XXXX has not received a check let alone a cancelled one.
Please review this call today to improve your reps training. This isn't a game to keep someone's money the longest- you are unfair to people who have done nothing to you.
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| 07/02/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I changed jobs after going to XXXX school and became a XXXX at XXXX XXXX. This was a major cut in pay. My fiance left me, and a roommate moved out after my service in XXXX. This was my first home purchase and I am doing everything possible to keep from loosing it. As you can see with my attached bank records, I was paying Loan Care, the company that took over my loan from someone else, that, I was paying them everything I could to prove to them in good faith, that I was serious about keeping my house. As you can see, I was sending them money at least every two weeks and sometimes more. Things have been very hard, but I did not realize how hard until XXXX payment, which I sent LOAN CARE {$930.00}. My bank notified me 2 weeks later that LOAN CARE had rejected my payment. I did not know what for. I had not received any notification via mail from Loan Care telling me they were not accepting anything from me except the full back pay of 3 months. I called every family and friend I could to help me get on my feet again. I did not want to loose all I had. I was unable to pull up my account online with loan care as they had me LOCKED OUT. Attached is proof of the lock outs to my account. I called every number online listed and spoke to XXXX XXXX, from collections who told me I had to pay the entire amount of {$4700.00} which included late fees and mortgage payment IN ADVANCE for XXXX. My bank " electronically transmitted " this to LOANCARE on XXXX. I called Loan Care again. They knew nothing about a payment. I was transferred to collections- XXXX XXXX. I spoke to XXXX on XX/XX/XXXX ( # XXXX ) and XXXX, employee number XXXX XXXX. I don't know what to do at this point as I can not access my account and No ONE knows or has given me a straight answer as to where this {$4700.00} has disappeared. By everything I gather, because my house has a lot of equity, that all LOAN CARE wants is to take it away from me, pretending I am not PAYING. YES, I am scared. I dont know where or who to turn to that came help me. Attached is all my communications with this company, and I am sure XXXX. would provide all of my calls, concerning my communication with LoanCARE. Thank you in advance, XXXX. XXXX
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| 02/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern, We have home loan with Loancare and the monthly mortgage has been paid through auto-payment of XXXX XXXX which has been running smoothly since XX/XX/XXXX. Considering the payment due date is the XXXX day of each month, we set the online payment on XXXX each month from the bank to make sure it will arrive on time. The monthly payment is {$1800.00} per month.
This week, we received a delinquent notice from the company, being notified that we haven't paid the mortgage for XX/XX/XXXX and XX/XX/XXXX. We checked with our bank and confirmed all the monthly payments were made regularly as usual. When contacting the LoanCare company through the phone, we found out that the company didn't accept our two auto-payments in XX/XX/XXXX ( for XX/XX/XXXX ) and XX/XX/XXXX ( for XX/XX/XXXX ) as regular payments and instead considered them as non-regular payment that directly went to principal balance. They told us that the monthly rate has been adjusted, from {$1800.00} to {$2000.00} since XX/XX/XXXX ( because the escrow adds insurance for year XX/XX/XXXX without confirming with us, given the fact that we paid insurance by ourselves last year ) so not paying the full amount ( with ~100 difference ) has been considered as non-acceptable payment. This has been reported to the credit bureaus and we have been charged with {$69.00} late fee for the same reason.
We haven't received the payment adjustment notice as they claim sent out in XX/XX/XXXX, nor we were expecting such an adjustment.
To avoid any further consequence, we have made a new payment today for the full amount the company requested again ( {$4100.00} ), which is indeed the SECOND payment we made for XXXX and XXXX, respectively, plus late charge.
Not talking about the inconvenience brought for our financial plan, we are concerned about the good standing of our credit we have been working so hard to build. We consider this as a serious miscommunication from LoanCare side. Since their customer representative told us over the phone that she can not do anything at this moment and suggest us to make a dispute.
We would appreciate if someone can give us some suggestions and assistance on this issue.
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| 01/23/2024 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
Servicemember |
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I am a XXXX XXXX service-connected XXXX veteran who's XXXX
XX/XX/XXXX : I called to request a mortgage assistance application. I called Loancare and spoke to a representative explaining my current financial situation was a financial hardship due to an emergency XXXX XXXXXXXX, and adjusting to life after a divorce. The representative stated I qualified for deferment and forbearance. The representative explained to me that the company was supposed to allow me to resume the same payments from my previous COVID financial issues. Instead, I was forced to pay more than my original mortgage payment ( {$2100.00} at XXXX interest rates ) but now it's ( {$2500.00} at XXXX interest rates ). The representative stated she would send the application to me in the mail. I did not receive the application until late XX/XX/XXXX.
I tried to make a partial payment but the Loancare system doesn't even allow for partial payments.
On XX/XX/XXXX : I emailed a Mortgage Assistance application form they are attached below : XXXX pages of the mortgage application, borrow expense form, taxpayer consent form, with the divorce decree, veteran benefit statement, XXXX months of bank statements, and XXXX months of pay stubs.
On XX/XX/XXXX : I called Loancare to check on the status of the application, the representative stated XXXX boxes weren't checked and a taxpayer consent form was not submitted.
On XX/XX/XXXX : The document with the missing XXXX checked marks was resubmitted ( attached below ).
On XX/XX/XXXX : I called to ask for the status of the mortgage assistant application. The representative stated that the application was denied today due to a missing taxpayer consent form. I asked to speak with a mitigation representative then the gentleman disconnected the call in my face.
There was no email confirmation ever received from Loancare confirming that they received the application. We received negative credit reporting while requesting assistance.
There's proof of discrimination from this company. This is the third time I have encountered financial issues with this company. This company is trying to XXXX over a veteran that served this country and the freedoms of its citizens.
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| 06/16/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am formally submitting a letter of complaint over the sudden increase in monthly mortgage payments and requesting a refund from LoanCare , LLC. I am also requesting that my escrow account be closed.
New FHA rules no longer require that lenders of FHA loans must maintain an escrow account. The homeowner is permitted to maintain his escrow account at his own bank.
For the first year, my mortgage payments were {$1200.00}. The second year, they were {$1200.00}. In XX/XX/XXXX, they shot up to {$1700.00}. That is an increase of {$520.00} per month.
I have spoken with five customer service representatives at LoanCare, none who have been able to explain the rate increase.
My property taxes in XX/XX/XXXX were {$3200.00}. In XX/XX/XXXX, they were {$5200.00}. Thats an increase of {$2000.00}.
My hazard insurance has remained largely the same, as has my monthly mortgage interest.
Dividing {$2000.00} over 12 months, my monthly mortgage should only increase by {$170.00}.
Yet LoanCare has increased my monthly mortgage by {$520.00}!
Heres a breakdown of what I should be paying monthly : Principal & Interest : {$790.00} PMI : {$110.00} Hazard insurance : {$100.00} City taxes : {$430.00} TOTAL : {$1400.00} Federal law gives lenders the ability to have a cushion of only two months maximum of escrow payments. In this case, my monthly escrow payment is {$660.00}. Double that and its {$1300.00} maximum per year that LoanCare can request for a cushion.
{$1300.00} divided over 12 months is {$110.00} for the cushion per month.
So adding the extra cushion payment would make my monthly mortgage rate {$1500.00}.
By charging me {$1700.00}, LoanCare is violating federal law and overcharging me.
I have already submitted a formal complaint to the XXXX XXXX XXXX, and noted that LoanCare is not accredited by the XXXX and has an F rating based on multiple complaints and unresolved disputes.
I want a refund of my escrow, and request that LoanCare close out my escrow account. Moving forward I will only pay the principal and interest on my loan and will maintain an escrow account at my bank.
If LoanCare refuses this request, I will refinance my mortgage with another lender.
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| 05/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage loan was sold to Loan Care, LLC effective XX/XX/2020. I tried to make a payment on XX/XX/XXXX but was told it would take until XX/XX/XXXX for everything to be finalized and verified but starting XX/XX/XXXX I could set up payments. I was also told that legally after a loan servicing transfer, the consumer has up to 60 days to get the payments set up without fees or penalties. I received an email on XX/XX/XXXX stating the loan was transferred and verified and I could set up payments. On XX/XX/XXXX, I set up a payment through a third party payment service and the mortgage payment was to process on XX/XX/XXXX and reach Loan Care on XX/XX/XXXX, that is LESS than one week from when the loan was finalized by Loan Care. On Monday, XX/XX/XXXX, I received a voice message from Loan Care to call them. I called and they were asking for a payment. I told them it was only four days since they finalized the loan and two of those days were weekend days. The rep said the call was an auto call and I should disregard it and she would take the info off my account. Two days later, XX/XX/XXXX, I got another voice message to call Loan Care and I called them back and yes, they are calling about a payment! This is harassment! Two days a part and I had already been told it would be taken off the file, as well as being told I had 60 days to set up a payment! The rep on Wednesday, XX/XX/XXXX, told me to disregard the call ; the payment had been received! Calling two days a part for a payment is harassment and it is magnified by the fact that Loan Care didnt have the loan finalized until XX/XX/XXXX AND we are in the middle of a pandemic! If this is how Loan Care does business they need to be shut down. They should not be servicing loans AND be a debt collection agency. That definitely blurs the lines for them and in my opinion creates a conflict of interest. They service a loan but do business like the debt collection agency with the mortgages they service. On a side note, I did not pick Loan Care for my mortgage. My mortgage was sold to them by XXXX XXXX. They also need to follow the law. Sixty days to set up payments without fees or penalties according to the law, not four days!
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| 09/16/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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I had auto-pay set up through my mortgage servicer - Loancare. Suddenly, in XXXX the payments were interrupted. Despite the fact that I had received my monthly " Thank you, your mortgage payment has been received! '' email from Loancare my payment had not, in fact been deducted from my checking account. I contacted them several times and each time they swore everything was fine. Finally I made a manual payment from my checking account and held my breath, hoping that Loancare would n't suddenly ding my account and pay double that month XXXX they did n't, my manual payment was the only payment made. XXXX Despite my phone calls and attempt to ensure this payment was made on time, Loancare levied a late fee for XXXX. I have been unsuccessful in having them waive this, as the late payment was because of a problem on their end XXXX their auto-draft not functioning ) and nothing I did.
Care to guess what happened in XXXX? Again an email thanking me for my mortgage payment. Again no money deducted from my checking account. Again a flurry of phone calls and emails that ( mostly XXXX went un-answered trying to find out if Loancare 's auto-pay was going to deduct my payment or if I should make a manual payment again. Again I was assessed a late fee, and was told that my mortgage payment was not received due to insufficient funds ( not true and my bank is prepared to provide written evidence as to such ) and then when I called I was told my payment was n't made because of changes I had made on the Loancare website ( again, not true I had not made a change since originally setting up the original auto-draft and had been successfully making payments for MONTHS before this happened. ) I ca n't get anywhere with Loancare, their staff are rude, unprofessional and unhelpful. When my husband and I attempted to re-finance the loan with them in order to remove PMI they declined, stating that my bankruptcy inhibited their ability to improve the terms of my loan ( I have never declared bankruptcy and they refused to disclose where they had obtained that information. ) I really do n't understand how these folks get away with this stuff. I 'd rather have my loan serviced by XXXX.
|
| 09/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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Customer XXXX XXXX via Web XXXX/XXXX/XXXX XXXX XXXX I refinanced my home in XXXX XXXX, with my first mortgage payment due XXXX XXXX, XXXX. In XXXX I received notice that my mortgage was transferred to XXXX XXXX XXXX XXXX and would be serviced by LoanCare, XXXX. I tried to make an account, but could n't, and as it was nearing the time I would need to make my first payment, I called to find out what was going on. The lady told me that since the effective transfer date was XXXX XXXX, the info was n't in their system yet and that they would mail me all of the info when it was in their system. I asked how what to do about my first payment, and she said that I could pay it once they had things set up, that there were no penalties of any sort for being late after being transferred, so not to worry. I waited and waited for the info packet to arrive, and finally on XXXX XXXX I gave up and called again. It turned out they had just put it in their system ( and I finally received the info in the mail a couple of days later ) so the lady was able to help me get my account set up. I immediately went ahead and paid my XXXX and XXXX payments. I noticed there was a " one-time payment fee '' of {$10.00} automatically added and thought that was steep, but it would n't let me set up auto-draft yet as I was " behind '' so I just paid it. The next time I went to make a payment, I was deciding between a one-time payment and auto-draft and noticed that there was no fee this time. When I looked at everything closer, that is when I discovered that the " one-time payment fee '' of {$10.00} was only for when you were paying XXXX15 days late. So even though I called well before my payment was due and was assured there would be no penalty ( as there was really no way for me to pay yet ), and I paid BEFORE they even sent me the info to allow me to set up my account ( as I had gotten impatient and called again ) THEY STILL CHARGED ME A LATE FEE. I emailed them about the matter and received no response. I forgot about the situation until recently receiving a notice that my loan is again being transferred. I once again emailed them about the situation, and once again received no response.
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| 04/23/2022 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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I have sold my home and noticed that my fha loans ( {$10000.00} and {$8300.00} ) and loan modification payoff to hud ( {$59000.00} ) were all going to be paid. My loan modification through loancare llc or XXXX was to include both of the fha loans as well as my missed mortgage payments. I called loancare on XX/XX/2022 at XXXX ( XXXX minutes ) to confirm the modification included the fha loans. The person with loancare did confirm and told me to call fha to figure out why it was still showing.
I called calfha and they told me loancare made a mistake because those loans are not to be included into any modification.
I called loancare again XX/XX/2022 at XXXX ( XXXX hour XXXX minutes ) and told them what I had learned. The first girl told me she didnt understand because thats what they were supposed to do for these modifications after Covid. I asked her for a breakdown of what the loan modification amount was for and they refused to send me one by mail or email. I asked to speak with a manager ( XXXX # XXXX ) who also told me no after a long hold time. She said she would give me a verbal breakdown and is as follows {$13000.00} delinquent - something I couldnt hear {$9900.00} taxes and escrow {$35000.00} outstanding principal My mortgage payment before the forbearance was {$1800.00} which broken down is as follows {$390.00} to principal {$940.00} to interest {$570.00} to escrow Principal times twelve months equals {$4700.00} so I dont understand where they got the outstanding principal figure they verbally gave me.
But if I multiply my mortgage payment times 12 ( the time I spent on forbearance ) it comes to {$22000.00}.
My original loan was for {$270000.00} and I owe {$230000.00}. If I add the {$59000.00} to what I owe it comes to {$290000.00} and if I also add both of the fha loans to that it is {$310000.00}. These numbers dont make sense. Someone there made a mistake and it needs to be fixed.
Escrow funded yesterday and that means they will receive all amounts. Can you please step in and see that loancare llc or XXXX does the right thing and sends me back the money they dont have a right to? I hope I explained the situation well enough. Thank you.
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| 01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In the document you sent recently, dated XX/XX/XXXX ( see below ), it states my loan # XXXX that .. my forbearance is about to expire. At the end of the month ( XXXX XXXX ). Really, Loan Care???!!! Look at the 2nd document you generated dated XX/XX/XXXX. In 3rd paragraph, it states both the loan referenced above ( # XXXX ) & # XXXX have forbearance extended to XX/XX/XXXX. So Loan Care, square the XX/XX/XXXX document forbearance expiration with the XX/XX/XXXX documents forbearance expiration dates, for both loans. You waited to generate this letter, dated about loan # XXXX forbearance ending at end of this month, on XX/XX/XXXX & then mailed it. I get it over a week later, file a written complaint thru CFPB, which you blow off & closed without reading. This contrasts to the stunt you pulled middle of last year where you generated a letter, stating my forbearance was ending, more than a month in advance ( it wasnt ). This essentially less than two week notice of forbearance ending vs, previously more than a months warning must be that exceptional service Loan Care keeps harping on. So, Loan Care, which is it??? # XXXX forbearance ends end of this month or as your letter of XX/XX/XXXX states XX/XX/XXXX???
Note the enclosed document dated XX/XX/XXXX, 2nd paragraph, opening sentence where Loan Care states .According to our records there is a cease & desist on both mortgage loans ..When there is a cease & desist no mail will be sent out to your address. Really, Loan Care?? No XXXX!!! Well, youre wrong once again. I stipulated quite clearly in previous communication that the cease & desist was pertaining to phone calls & emails and that I wanted only written contact via XXXX. Your company cited that in response & agreed to such. I really dont give a XXXX how you interpret something. What was agreed to in writing is what matters & you are in breach of that. Duly noted, documented for future use.
This now makes the 7th official complaint Ive lodged against this company thru CFPB. Anyone outside of the Federal government agencies who read this, my best advice is to never do business with Loan Care & if you are then find a different company. Youve been warned.
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| 01/23/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Re : XXXX Account # XXXX, The purpose of this complaint serves to herald certain business practices enacted by XXXX XXXX which have conspired to detrimentally affect my credit and has caused me irreparable harm. On or about XX/XX/XXXX, I applied for a new mortgage with XXXX XXXX XXXX. Upon completion of the review process, the lender contacted XXXX XXXX to request a payoff. Upon receiving the request XXXX XXXX advised me that it may to up to 5 days to receive the payoff. Furthermore, XXXX XXXX acknowledged that I was not late and had not been so on a recorded line and payoff was good until XX/XX/XXXX. However, while in underwriting with the new lender, XXXX XXXX reported inaccurately and earlier than scheduled negative/late reporting. This is not the first time since XX/XX/XXXX, I made a double payment and they counted as one payment and every month after that they reported me 30 days late. Due to this issue I have experience such a hard time in life especially the past few months with the harassing phone calls it's making me miserable as well as my kids. I have tried on numerous occasions to resolve the inaccurate information on my credit report but they have completely ignore me however they've been calling my job, my friends, my neighbors, my husband and sending mail weekly. They've called everyone in my life which is very humiliating. This has brought on a lot of mental issues to the point I'm having difficulties all for an account with inaccurate reportings. This is the last time I'm trying to resolve this issue for the inaccurate information. My attorney has advised me to sue or apply a lien to the business, however I'm trying to resolve this before I have to take legal action. Should they not remove this inaccurate account off my report I will sue for deformation and financial injury. Under the FDCPA and FCRA I can sue for damages to which I know my rights. FDCPA section 809 this law allows me to sue under the same circumstances. I have demanded on several occasions for the cause to cease and desist and they've ignored it. Please assist me with working with this company to have the negative reports on my account removed from my credit report.
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| 08/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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for years i have been trying to get a lower payment or try to find some solution to help bring my mortgage back current with the mortgagee without having to pay all the past due amount in one payment. being in and out of work it is illogical that i have that type of money laying around the house. Loan care has had me in endless reviews and never giving me a solution. they have been not willingly and viciously denying me for any assistance and have scheduled an auction sale date an abundant amount of times. i have explained the financial difficulties both medically and financially and they are not willing to help me at all. i am about to lose my home in which i am not happy about. loancare is going to leave me and my family homeless. everytime i am asked to send in a package they are required to have in order to review my case they always asked for endless information and information that has been sent to them numerous amount of times. they always close out my case and deny me due to never recieving the documents on time. when they have it in their records that they have been received. i need help from authority at this point to help me save my home and help me get the correct assistance i need from my lender. they ignore middle class & minorities like myself and my family. it is not fair i have to go through this when all i am asking for is help. i am not purposley missing or failing to make the promised mortgage payments. i simply was not able to at the time. my husband and myself are now employed and are able to keep up with the mortgage but we need help to come to some sort of agreement with Loancare for an affordable payment. they know as i have been providing them endless information that when the loan was acquired i was in my first marriage which failed and lost that source of income. shortly after i lost my employment. however since then i have been asking Loan care to help me and they just do not like minorities and are not willing to help in any way. i am remarried and again both have steady income. i just need the consistent help of Loancare as i have consistently been asking them to help me. please I NEED HELP TO KEEP AND SAVE MY HOME.
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| 07/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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All information Loancare ( a subsidiary of XXXX XXXX XXXX, also called XXXX ) is reporting to the credit bureaus is inaccurate for the following reasons. ( Each number below is an inaccurate statement given to one or more of the 3 credit reporting agencies. ) 1. DATE OPENED : XX/XX/XXXX - I did not open an account with them on XX/XX/XXXX as I had no relationship with Loancare ( a subsidiary of XXXX XXXX XXXX also called XXXX ) prior to XX/XX/XXXX. Loancare/XXXX XXXX purchased my mortgage from XXXX in XXXX upon XXXX filing for bankruptcy.
2. DELINQUENCY FIRST REPORTED : XX/XX/XXXX - I could not have been delinquent with Loancare/XXXX XXXX on XX/XX/XXXX as I had never heard of them or had any obligation to them prior to XX/XX/XXXX. I did, however, make my XX/XX/XXXX mortgage payment in full to my lender at that time, XXXX Mortgage. ( XXXX later merged with XXXX. ) ( I have provided proof of payment to all three credit reporting agencies. ) 3. ACCOUNT STATUS : Included in Bankruptcy This account was not even opened during the bankruptcy proceedings in XXXX. Additionally, the bankruptcy documents show that I intended to continue paying my mortgage to the lender at the time, XXXX, which I did. I have never missed a mortgage payment. Not once in the 18 years I have lived in my home.
4. ACCOUNT CLOSED This account was opened XX/XX/XXXX when I made my first payment to them and I have continued to make my payments on time every month so its actually not closed at all. They simply choose not to report my payments and erroneously state the account is closed as a punitive measure because of the bankruptcy proceedings which did not include them and had no impact on them.
5. MONTHLY PAYMENT - {$0.00} My monthly payment with Loancare/XXXX XXXX is currently {$1600.00} which included taxes and escrow.
6. NO PAYMENT HISTORY This account is open and active since XX/XX/XXXX. I have made every payment on time.
7. DATE CLOSED : XX/XX/XXXX I did not even begin paying LOANCARE until XX/XX/XXXX ( so it couldnt be closed in XXXX ) when they purchased my mortgage from XXXX and I have continued to make my payments on time every month so its actually not closed at all.
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| 09/29/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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This is a reoccurance of a problem with Loan Care Account Servicing. They are servicing a contract for deed for a rental property for us and have now, for the second time, neglected to reconcile the year end accounting and pass on the incremental charges. They wait for years until the increases eat up the buffer and then want to try charge me a large sum all at once!. The problem is that these small yearly increments can be passed on to the renters, but a 3 year buildup can't be! This is exactly what happened before ... CFPB case # XXXX, which I have attached. Loan Care has been consistently negligent in their duties of our contract and expect me to pay out of my pocket for their negligence!!
In addition, at the close of the last complaint, I objected to the fact that they said they were going to do away with the buffer and that It looked like they were just taking the buffer away and adding it back into the account to look good. I never did receive a response from either the CFPB or Loan Care.
I have attached the letter from Loan Care stating that I owe {$1300.00} ASAP and that my payment will be increasing by $ XXXX/month ( $ XXXX/year ).
I have also attached County documents showing that my taxes went up {$94.00} last year and Insurance receipts showing that my insurance went up {$130.00}.
That is a one year increase of {$230.00} and Loan Care wants me to pay them {$1300.00} AND increase my payments by {$500.00} per year!! They are grossly neglecting the only duty they are hired for and that is to reconcile and steward a loan.
Have I tried to work it out with Loan Care? Yes. I started with a phone call on XX/XX/XXXX to XXXX who said he would have supervisor call me back, didn't happen. On XX/XX/XXXX, I called again, talked to XXXX and he said a supervisor would call me back. I eventually did talk to a supervisor who said she would talk it over with the office and would call back later in the week. She did and admitted they Neglected to reconcile the account and said all they could do was to try to pay the upcoming insurance payment and hope the increase in payments would catch up to the deficit.
This NOT what we are paying them for!!
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| 09/17/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Received a forced placed insurance notice on my home from LoanCare, stating that I did not have homeowners insurance, while at the same time getting a bill from my Homeowners insurance company saying that it was not paid. I have an escrow accout. I contacted my homeowner 's insurance as to why I would receive a bill and why did my mortgage server not pay it, they told me they sent it out for payment back in XX/XX/2021 and never received it. The homeowner 's insurance contacted LoanCare directly and was told that they don't accept any payment requests through the mail. and that it has to be electronic so that's why it was not paid. thus, making them send out a notice for forced place insurance. The homeowner 's Insurance company told them that I have insurance and this should have never happened and payment needs to be made asap. Loan Care stated that they would put a stop to the forced placed insurance and send out payment within a week. They never did, and I just received ANOTHER forced placed insurance notice stating that I will need to pay over XXXX because I have no homeowners insurance, This makes me sick that not only have I contacted them, but my homeowner 's Insurance company has also reached out to them for payment and they have not paid, leaving me with fraud when this should have never even happened, its fraud, true fraud, And LoanCare should not be able to get away with this, The stress this has put on my is overwhelming and the moment they place forced placed insurance due to their own lack of following the laws for processing/servicing a loan. I will be using them for the stress and causing me to lose homeowners insurance due to them NOT paying, ( mind you, this is XXXX XXXX XXXX for XXXX families, my father has been with them for years he is a military veteran ) My family should not lose our good stating with them because LoanCare and its servicing company will not pay bills like they are required by law. RESPA REG X SEC 6, This is the last chance I have to get LoanCare to do their job and stop the illegal practices. XXXX XXXX, XXXX is the current servers for LoanCare that I have found, if this is true then XXXX XXXX, XXXX
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| 09/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I closed on a refinance on XXXX19. Loancare was my new ( as of XXXX19 ) loan servicer. My closing/escrow/title company received a payoff dated XXXX19 which was good through XXXX19.
Title company wired the payoff to Loancare ( on XXXX19 ) as outlined on the payoff statement.
I then ( weeks later ) received a pastdue notice from Loancare.
Called this morning ( XXXX19 ) and was informed by Loancare that the payoff funds were either returned to the title company or the wire was refused.
The title company never received any funds/refused wire from Loancare.
Loancare is unable to tell me how they returned the funds.
At this point Loancare states they refused the payment from or returned the payoff funds to title. Title does not have the money.
My account is now showing severely pastdue, with additional interest accruing daily as well as penalties for nonpayment.
My payoff statement which was good through XXXX19 was for {$240000.00}.
A Loancare rep stated the payoff should have been for {$250000.00}.
This is a shortage of XXXX which was due to a tax payment made out of my escrow account on XXXX19 ( after the payoff statement was issued and before it was sent by title ).
I ordered a current payoff from Loancare today and it now says {$250000.00} if paid by XXXX19.
Title does not have the funds refused by/returned by
Loancare. Loancare does not have proof that they refused/returned funds. Title rep told me today that Loancare rep was supposed to c
all them back last Friday ( XXXX19 ) regarding this and no one ever called the
m ( this is new information as I just found out this morning about the entire issue ).
I am getting the runaround from Loancare when I ask to speak to someone who can verify/track the funds supposedly returned to title co.
My payoff was dated the XXXX and good thru the XXXX. My title co wired it the XXXX. If Loancare refunded the money back to title or refused the payoff they should be able to show proof of that wire that was sent or proof that they refused the incoming wire from title.
I have no history of missed or late mortgage payments. I typically pay early and pay extra. This is beyond frustrating.
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| 04/13/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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My mortgage loan was sold to LoanCare in XX/XX/XXXX. In XX/XX/XXXX, XXXX mailed me an escrow analysis statement indicating my payment was reduced by approx. {$200.00} effective XX/XX/XXXX. I mailed LoanCare the reduced payment for XX/XX/XXXX. Shortly afterwards, I started getting calls about my payment. I called LoanCare and explained that my payment was reduced. They stated they needed to update their information and to fax them a copy of the XXXX escrow analysis. I faxed the information and emailed customer service but I continued getting calls. I called 3 times and eventually spoke to a supervisor. He assured me that he 'd correct the issue and he 'd send me a letter regarding any negativity regarding my credit. He left me a voice mail saying the issue was resolved. I then made the XX/XX/XXXX payment but I paid the higher amount because they were taking too long to fix the problem. I then received a statement from LoanCare with the corrected payment due and I made the payment for XX/XX/XXXX. I mailed my payment as directed. I checked my credit score in XXXX and it dropped XXXX points. When I reviewed the reason, it indicated my payment to LoanCare was 30 days late for XX/XX/XXXX. I called LoanCare again and was told they would call me the following day because the supervisor I mentioned was not in the office. I did not receive a call back. Since then, I received from Loan Care another escrow analysis and it is now indicating that the payment has gone back up again. I reviewed it against my old XXXX escrow analysis statement and there is only a difference in the amount being applied to principal each month XXXX different interest rate? ) ; hence, there is less available to pay the taxes and insurance ( Both are the same amounts as in the previous year ). I have called, faxed, emailed, begged and pleaded for this matter to be resolved and for my credit score be corrected but they are not doing anything. This is ridiculous that I have had to spend hours on the phone and my score has dropped XXXX points. I have not done anything wrong but I am the victem of automated systems and customer service reps that cant help. What should I do next?
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| 11/30/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My loan was sold to LoanCare and my first payment was due XXXX/XXXX/16. I sent it off via my electronic bill pay on XXXX/XXXX/16 and went out of town for 3 weeks. Upon return in late XXXX, they called and said they had not received it. That day I sent an email with proof of payment from my bank account, and they said they would research and contact me in 48 hours - they did n't. I called them ~1 week later, they were researching and confirmed it would n't be on my credit and they would waive fees. I called ~1.5 weeks later, after some back & forth ( they misapplied XXXX pmt as XXXX pmt ) I resent more information via email - was told they 'd get back to me in 48 hrs, they did n't. I was told again, it would n't be on my credit. On XXXX I received an electronic credit to my bank acct for the XXXX payment, so I sent it off again immediately ( they now have XXXX pmts in XXXX ) The reported me as a late payment in XXXX on my credit causing me to have issues closing my current loan. I 've now called them almost on the hour for the last 24 hours, and have been disconnected while on hold 5 times ( I 'm not making that up ) and spent hours trying to resolve. They say they will call me back and they never do. They are telling me it will be 1 week to research - I 've given them ample time since I 've followed up with them since XXXX and they have all of my bank statements at this point. I just need a letter stating they will delete it. I feel like a victim - they made an error that will cost me, they wo n't call me back, they 're going to take time to research, and they disconnect the lines when I call them. I 'm so emotionally traumatized that I ca n't express how upset I am in this email. I need a deletion letter " yesterday '' in order to proceed with my loan - otherwise I lose my earnest money, interest rate and the home I made the offer on, and all because of an error by LoanCare. I 'd work with them and just take a letter at this point, but they wo n't even do that. They should be investigated, and not allowed to service loans if they are not going to answer customer questions about our accounts, and are incorrectly managing their accounts.
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| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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first of all, I was never informed from XXXX subserviced by LoanCare that they have a data breech where they shut down their phones and online accounts. so, when trying to make a payment for my mortgage on XX/XX/23 I could not. I called customer service and got nothing. Called again XX/XX/23 for a rep to answer the phone and was not helpful all she told me was I don't have any information. when I asked her about late fees, she said she didn't know. Finally got an email from LoanCare saying that their back online so I tried making a payment online inputted my checking account number and hit submit for it to say unable to process payment so I hit exit and called and made a payment over the phone got my conformation number. an hour later I get an email saying thank you for your payment of {$2000.00} which I was like good it went through but only to get a second email saying thank you for your payment {$2000.00} now I'm freaking out because if they try to take-out two-house payment my account will be overdrawn. my first payment will go through but no the second one and I hate for that to happen because I'm NEVER overdrawn or late for a payment. So, I called My bank which the funds come out of XXXX XXXX they said they don't see anything yet but takes about 24-48 hours to process they said to contact LoanCare let them know of the situation they should be able to reverse or stop payment. She said if I don't hear from them to call back XXXX XXXX, they will try to submit a disclaimer. I called LoanCare today XX/XX/23 at XXXX was on hold for XXXX min for the rep to tell me that she'd need to transfer me to a supervisor so in that process she hung up on me this is VERY frustrating!!!!!! I've been trying to call and get a live person but all I get is, if you're calling during normal business hours sorry for the inconvenience if you're calling after business hours, please call back tomorrow during normal business hours and hangs up not option for waiting just hangs up. I'm stuck I don't know what else to do this is just not right how they can run a worldwide business like this and get away with this?? Please just some call me back I need answers.
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| 12/22/2017 |
Yes |
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- Trouble during payment process
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Web |
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I had my FHA mortgage with XXXX XXXX XXXX for 7 years, I autopaid my mortgage and was never late with a payment. My housing costs were 20 % of my income and I had no financial hardships or issues with my mortgage.
In XXXX XXXX I received a notice that my mortgage was being transferred to LoanCare , LLC XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ) and that I would get a bill from them the following month, I did, I paid it by check and called to set up an auto-payment, I could not get through to anyone, I called dozens and dozens of times, it is an endless loop of automated phone messages. If you stay on for the full hour plus to get through all the prompts and ask to talk to a customer service representative, you get a recording to send them a written note by mail.
They made it impossible to pay my bill, then after one month I started getting notices in XXXXnglish and Spanish that I was going to lose my house if I did n't pay, and started getting XXXX packages with notices to refinance with them ( I did not need to refinance and it would have not been financially advantageous for me to refinance ), if I called the number on their predatory lending arm, a person immediately answered, but said they could not help process my mortgage payments and had no way of communicating with their loan servicing arm.
I ultimately had to pay for a lawyer to just get them to process my payment. I was moving in with my new husband and wanted to keep my townhouse as a rental and build my assets but they were so horrible I decided to sell then continue to fight with them.
I felt like I had to register a complaint, I have sold my house but the reviews of this company are terrible - thousands of people have posted online that they have tried to take their homes or have taken their homes. I was lucky enough to be educated and have resources to protect myself, but many do not, this company is making it logistically impossible for working class people to pay their mortgages and then they are stealing their homes acting as if people failed to pay. They need to be taken to court, and possibly be held criminally liable. This is beyond bad business practices.
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| 12/26/2019 |
Yes |
- Debt collection
- Credit card debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I am writing to report multiple violations that Loancare is committing against myself and that is affecting me in a huge way. This company is reporting a wrong payment history on my account and some other UNFAIR BUSINESS PRACTICES that I will explain in this complaint. My account information : Loancare account # XXXX, opened XX/XX/XXXX.
I must say that I tried to solve this big issue with them. I sent them a dispute letter on XX/XX/XXXX demanding the proper investigation as that the law requires. They didnt have the decency to investigate the account and THEY DIDNT EVEN REMARKED THE ACCOUNT AS DISPUTED. These two are UNFAIR BUSINESS PRACTICES, serious violations under the Fair Credit Reporting Act. They just ignored my request and didnt do anything about it. I also sent them another letter on XX/XX/XXXX, which they did not answer and didnt make the proper investigation. This company is not respecting my rights at all.
This account was enrolled in automatic payments. My money was transferred to Loancare each due date. I dont know what happened or if it was an error on their system that they didnt take the payment as the should but I was not even aware of these lates on my report. When the late payments were reported, I NEVER RECEIVED A LATE PAYMENT INSERTION BY MAIL as the law requires. They are being NEGLIGENT and UNFAIR. Loancare is also committing violations to the section ( 609 ) of the Fair Credit Reporting Act by REPORTING FALSE AND ERRONEOUS INFORMATION.
This is affecting me mentally and physically. I have a high level of stress. This situation is just overwhelming for me. The violations that I mentioned can go up when I sat down with my lawyers.
I have a pending mortgage for {$400000.00} because of this issue. This is not fair. I demand a DELETION LETTER from Loancare as soon as possible so I can provide to my mortgage company and get approved with the interests I want. If they refuse to provide me with the letter through CFPB portal, I will not think twice to take this issue to court so it is decided by a judge. Thanks to whomever reads my complaint.
Attached : All documents sent to loancare, whisch they ignored.
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| 09/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am facing some difficulty requesting information from my mortgage servicer ( s ) : XXXX ( XXXX XXXX, VA, XXXX ) and Loancare ( XXXX XXXX XXXX, CA, XXXX ). I have submitted at least two mortgage payoff statement requests to my mortgage servicer with varying good through dates that have consequently expired and have still not received any payoff letters ( both times I have requested an email delivery of the payoff statement ). I am approaching my next payment due date according to the most recent statement I received from the mortgage servicer and I am concerned that if they fail to provide adequate details as to the amount I owe and the process of submitting my final payment ( certified funds according to their telephone customer service representative I spoke with ) I will subsequently accrue additional interest and late fee penalties as well as incur a negative mark on my credit history. I submitted my first request through their online customer portal on XX/XX/2021 which had a good through date of XX/XX/2021. I sent an inquiry through their online messaging service on XX/XX/2021 about not having received a payoff letter and did not receive any response addressing my issue. I spoke with a representative on XX/XX/2021 about the status of my mortgage and why I could not submit my payment through my escrow account to which she indicated that I would need to request a payoff statement letter and submit the funds either by certified check or through a wire transfer per the instructions that would be provided in the payoff letter. I asked her would it be possible to receive a payoff letter before XX/XX/2021 if my intentions were to select said date as my good through date to which she confirmed it would be possible and that I could expect to receive the payoff letter no later than XX/XX/2021. I proceeded with my request as detailed and I have still not received the payoff letter as of XX/XX/2021. I am concerned that I will continue to face issues with obtaining a payoff letter from my mortgage servicer making it impossible for me to submit final payment due to their lack of providing the amount and final payment process details.
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| 11/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I requested that my mortgage held with LoanCare be removed from the COVID-19 Forbearance program. All required documents had been sent in then I confirmed that had been received. I was told the process should take 30 days to complete. I followed up on XX/XX/XXXX and was told they have no update and it was not even worked on yet. called again end of XXXX requested they open a case to investigate what's taking so long and call back in 10 days. Called at the start of XX/XX/XXXX and was told the same thing. The Representative said, " my file was being escalated via his supervisor '' would receive a call back in 4-5 biz days. No call no update. Called again on XX/XX/XXXX and XX/XX/XXXX again on XX/XX/XXXX told to call back in two weeks for an update. Finally, on XX/XX/XXXX I receive a packing in the mail saying my Forbearance request was processed and completed. Four and a half months later a process that I was told should take 30 days was completed. During those 4.5 months, Loancare continued to report my loan late because it was late at the start of the forbearance program. Those 4.5 months should never have happened if they processed my request in a timely fashion as promised by LoanCare. I find it unreasonable as a mortgage lender to operate this way and impact customers in a negative way further hurting my credit report when i no longer needed the assistance program.
I have already contacted them directly and via the XXXX Their response on both occasions was they reported my loan correctly to the credit aggency. Yes, that statement is correct ONLY because they took 4+ months to complete a request I was told would take 30 days. If this was handled properly my loan should have been brought current in XXXX and thus XXXX, XXXX and XXXX would have then reported my loan as current and not late.
I would like transcripts sent to me as soon as possible for the calls to LoanCare by me Starting XX/XX/XXXX to document Loancare 's actions and mishandling of my loan. Th This appears to be a violation of LoanCares duty under the CARES act.
Loancare XXXX XXXX XXXX, Virginia XXXX, VA XXXX https : //www.loancareservicing.com/
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| 04/19/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I have been trying to find out why my mortage company won't apply my monthly payment to the month I call in, I have asked them every month I make a payment why is there a overdue amount that is not the amount of my monthly payment, they say they record every conversation, I tell them every month to have somebody find out how they come up with this overdue amount, their paper says late fees will be applied after tge XXXX of every month, they hit me with late fees, because they won't figure out where the problem started, or have a supervisor in finance department call me, they have given me 8 back to back delinquent payments, they gave me a confirmation for a payment in XXXX, but they never applied the payment, then they hit me with a delinquent mark and a late fee, and say they don't know why it has happened, but it is my fault to straighten it out, I have 2 other mortages and no problems, I have been with this company for 3 plus years and have had nothing but problems, when I ask for a supervisor, someone gets on the phone, and says they will investigate, and call me back, but nobody ever does, if anybody listened to the socalled recordings, you would hear me ask over and over, why can't somebody get off their lazy XXXX and find out whats going on and when did things get screwed up, amd I will admit, I have lost with them more than once, but I start out civil, but the company is so fly by night, and they don't do anything to help rectify the situation, this is my third problem with them, both other times it was their fault, but this one and the one in XXXX have ruined my credit score, I sent copies of bills and late letters to you all from them in XXXX, but never heard back from you all, so I just said oh well, but when I went to refinance, the guy at XXXX said my credit score needed to be at least XXXX, and said because of Loancare Co., my credit score is XXXX, another person said, because your loan pays them so much, and not much towards principal, they might be doing this to keep you stuck so you can't refinance, please help me, can someone please email me back to let me know you got this, thank you, and have a blessed day
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| 04/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LoanCare LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX XXXX, I am not even sure how to begin our complaint as we have now had to file a CFPB complaint on 100 % of the files currently being serviced by Loancare. Our current issue is on short sale for a VA loan on this property ( XXXX XXXX XXXX, XXXX XXXX CA XXXX ). I dont know if your employees are untrained, are not able to read or comprehend English, have been told to delay file submittals to squeeze more servicing fees out of the investor ( *** Yes I am stating that you are defrauding the US Federal government by doing this ) .. Or, you simply hire the dumbest people on the planet. You choose, either one of the above says a lot about the lack of care given to your servicing of loans under your care.
The most recent debacle centers around your Loss Mitigation Specialist I, XXXX XXXX, asking how a solar judgement that she found on title was being taken care of. She has asked this THREE TIMES on XX/XX/XXXX and XX/XX/XXXX, and we answered this question TWICE ( for the record there IS NOT SOLAR JUDGEMENT ON THE TITLE report ), but supplied her with a copy of the title report. Apparently, your employee doesnt know the difference between a financing statement ( aka solar lease ) and a judgement. When we called in on XX/XX/XXXX2019 to follow up, we were told that Loancare was ordered their own title report. I am confused. Did XXXX lie about having a title report and seeing a Solar Judgement on it or did she just make it up.
See attached emails, Title Report and our Authorization Letter. XXXX mentioned in THREE emails that their title report has a solar judgement on them.
I would really like to know why the feet dragging on this file ( other than the obvious reasons of lack of training or simply attempting to squeeze more money out of the VA ).
Please rectify the situation immediately on this file.
For ease, we are cross filing this complaint with the following organizations : 1 ) CFPB 2 ) State of California Attorney Generals office 3 ) Department of Veterans Affairs ( Southwest Region ) 4 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
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| 12/16/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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Hello, my issue is with XXXX companies that are under XXXX umbrella, Loancare a Division of XXXX, and XXXX. I submitted a complaint to The XXXX but it was later suggested that I submit XXXX to Loancare as well. My problem started in XX/XX/XXXX when I missed a payment. I paid in XX/XX/XXXX and then I quit paying all together in XX/XX/XXXX. I do n't have the exact dates of everything with me, but I submitted it all to the XXXX. I quit paying not because I did n't have the money, but because my XXXX and I was unable to make clear decisions on my own. In XX/XX/XXXX all of the past due balance was in my bank account, and I received a letter stating that I needed to call and make arrangements to pay the balance or my loan would go into foreclosure. I called within a week of receiving that letter and they told me that it had already gone into pre-foreclosure and that I had to wait for someone to contact me. We were then instructed that we should resume the payments as normal, but we had to physically send a check into the office, and we agreed to a Loan Modification. Everything was to remain " as is '' until I got the paperwork, and got it sent back, and then everything that was " late '' was supposed to be removed and fixed. We then started paying the payment out of my husbands account, and from XX/XX/XXXX until we sold the house XX/XX/XXXX there was never a payment missed. Loancare and XXXX are also both reporting at the same time during overlapping months which makes it look like I had two mortgage 's at the time. I also want to say that we went to buy a house through the VA in XX/XX/XXXX, and they were only reporting late payments through XX/XX/XXXX, so we were told to wait until XX/XX/XXXX so we had a year reported with no missed payments, and when we went back in XX/XX/XXXX they were then reporting the foreclosure. This only happened when I sent in my bank account history to show that I was making payments on time from the XX/XX/XXXX through the end of the loan. Either way what they are reporting as a Foreclosure was A loan modification and it should not be reported as foreclosure because no paperwork was filed with the court.
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| 09/24/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We refinanced with XXXX XXXX Loans who immediately sold our loan to LoanCare. I received a letter from XXXX XXXX Loans with information on where to send my first payment which was due XXXX XXXX, 2015. I had my bank electronically send the payment, but XXXX XXXX Loans provided an incorrect loan # which I was not aware of until I received a call from Loan Care that they had not received my payment. I called Loan Care and they told me to have my bank send proof of the electronic payment so they could find the funds and transfer them to my account. I did that, and thought it was taken care of on XXXX XXXX, 2015. I received another call from Loan Care about 2 weeks later saying they had not received payment. The customer service person took all my information again and said she would take care of it. I received another call from Loan Care on XXXX XXXX saying they still had not received my payment for XXXX XXXX and I was delinquent. I called my bank and we got on a XXXX way call with Loan Care. My bank sent Loan Care the information again and I was told it was taken care of and I would not be receiving any more calls from Loan Care, it was now in their hands because they knew they had the money, they just had to find it. I was also told I would not receive a late fee because they had the money. I just got another call today saying they have not received payment and I have a late fee of about {$45.00} due. I 'm now on the phone again with them and on hold. As I sit here and wait, I started reading reviews on XXXX. Every single review is the same as mine. This is ridiculous!! I have spent hours on the phone with them, and they have my money!!! This company needs to be looked into. It seems to be common practice for them. How can they receive money and not investigate where it goes when it has an incorrect loan # on it. There is only XXXX address associated with the account. I just got off the phone and they once again said they have escalated the issue to a supervisor and they will get back to me in 3 days. I 've been told this before and nothing has happened. I 'm hoping that by sending this complaint my issue will soon be resolved.
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| 10/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our account with XXXX is transferred to XXXX Loancare. The first statement XX/XX/2019 shows an unapplied balance of XXXX and a payment due amount of XXXX. I call to double check his as my usual payment is XXXX. I am told she will find out that i should call back another time because she cant call me back. I call back 2 more times and get same response. I make the normal payment. XX/XX/XXXX statement requests normal payment and shows the amount of XXXX as paid. Next i get a bill for an escrow shortage of XXXX. I call and i am told that a check in that amount was mailed to me but they dont know why. I explain that i did not get the check. I am told that research on this will be complete by XX/XX/2019. I call back on XX/XX/XXXX and am told research should close in 3 days. I call XX/XX/XXXX and am told that a copy of the check has been mailed to me. Told that the check has been cashed and that she will email me a copy by Thursday XX/XX/XXXX. I call back on XX/XX/XXXX and this person immediately emails me a copy that is not legible. She says it is endorsed by my husband. She can not tell me which city it is cashed in. Transfers me to a supervisor who suggests i file a police report. I contact local police financial fraud dept who says They will help but seems surprised that the mortgage company suggests this. They will also need a copy of the check. I call on XX/XX/XXXX and after not getting an answer to 3 calls, i submit a formal complaint through their website. I call again on XX/XX/XXXX and this person says the work order request was closed, that they possibly did not send the check to me because it was voided and put back in my escrow. I am told there is no legal dept i can speak with and no way to expedite getting more information. On XX/XX/XXXX i get an email saying that my request has been sent to the cashiering dept. the reference number that is given is the same one that i was previously told was cancelled. Today. Is XX/XX/XXXX and i have still not gotten a copy of the check and the amount of XXXX. Has not been put into escrow.
I have all dates and times of these calls as well as the name of the people I have talked to.
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| 05/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our loan was sold to loancare, so we did not choose them to finance our loan. With a recent situation, as well as many interactions with this company, I am very concerned with the service and internal controls within loan care. I 'm in high management at a student loan company, and would be mortified if my employees handled calls and situations as they did. Back in XXXX, we began paying every two weeks. We were told this was okay. Then we came to find out after a couple months that we can not split the payment, and have it count as our monthly payment. We found this out when we were due a double payment one month. We spoke to an agent about this, and he said he could re apply the payments that showed to principle to count as the payment. We advised that from here on out we would make the full payment which we did. Months later, we then received a delinquent notice, and so we called. I was on hold for almost an hour till someone came on. I explained to the agent the situation, and she was not helpful, stating she was n't sure why it was n't done. I asked for a supervisor, and was transferred to a voicemail. I called again, and after an hour an agent picked up and disconnected. I was in shock of the customer service I was recieving. The last conversation my husband had with a supervisor is that even though we were told it would be re applied we should not have split the payments. We were reported to the credit beruea by this company although our payments were made. They did not fulfil on their end re applying the payment. I 'm concerned that we first would be told this would be re applied, that it never happened, and then future encounters there is no one taking responsibility. On top of this, as a customer I do not feel taken care of. It should n't be so hard to get in contact with your mortgage company because the hold times are so long. Then on top of that, recieving the poor service when you do speak to someone. I have never had issues with my credit, and because of Loancares poor business practices, I now have a mark. After researching and reading other reviews, I 'm not sure how this company is allowed to be in business.
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| 11/02/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I made my monthly mortgage payment ( due XX/XX/2015 ) to LoanCare ( XXXX XXXX ) on XX/XX/2015. I have a pdf of the bank statement showing this was sent ( provided to LoanCare ). The bank showed they did not cash the check so I had it resent. I asked them to remove the late charge from my account as I did send my monthly payment.
LoanCare replied on XX/XX/2015 From : XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; To : XXXX XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX Sent : Wednesday, XXXX XXXX, 2015 XXXX XXXXSubject : RE : Delinquent Notice in Error ( XXXX ) Reference number : XXXX Please use this ticket number in any correspondence with us.
Subject : Delinquent Notice in ErrorDear Valued Customer, Thank you for contacting us.
Our records indicate your mortgage payment was posted to your account on XXXX and was backdate to the date received on XXXX/XXXX/2015. Also the late charged of XXXX was waived off your account on XXXX/XXXX/2015. Please allow more time for your XXXX payment to post to your account.
Please feel free to contact us if you have any additional questions.
Sincerely, Customer SupportXXXX XXXX, VA XXXXOn XX/XX/2015 I received a mailed letter dated XX/XX/2015 that I owed a {$25.00} returned check fee. I emailed them on XX/XX/2015 and XX/XX/2015 ( as they had n't responded ) the following : From : XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; To : XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; Sent : Saturday, XXXX XXXX, 2015 XXXX XXXXSubject : Re : Delinquent Notice in Error ( XXXX ) Customer Support, I am now receiving a bill from you for a {$25.00} returned check fee ( letter dated XX/XX/2015 ). I do not understand why I am receiving this. You sent me a notice stating you never received my original payment. I had the bank cancel that check and reissue the same payment. You sent me the note below that the late charge was waived and now you are charging me a returned check fee. This is all due to your inability to cash a check you had for almost three weeks and sent me notices stating you never received it. Please remove this returned check fee from my account.
Thanks, XXXXTo date, I 've received no response from them.
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| 01/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/XXXX, my loan, like many others was placed into forbearance because of the pandemic. Our business struggled mightily and barely survived, but we did manage. In XXXX or XXXX of XXXX, I was fine and tried multiple times to no avail to get LoanCare to reactivate my account so I could resume payments. They deactivated my online account making this impossible. They asked for paperwork to begin the process of a loan modification. I provided everything they asked for over and over again, but due to delays at LoanCare, they would come back to me every month asking for more paystubs, etc. Late XXXX, I received an offer for a XXXX month repayment plan requiring me to pay over $ XXXX per month for XXXX months. I explained this was not possible and was told I should do a loan modification. I told the person this was my intention all along, but there was no continuity between calls. I made dozens of calls and sent at least 40 emails to no avail. I finally reached someone ( I recorded the calls and told them I was doing so ) back in XXXX who said they understood and would get things situated. I had to start over at that time with paperwork sending them absolutely every document again. In early XXXX, I received a letter that LoanCare had everything they needed to process my application. Today, I received a letter ( just got it today though it was dated XX/XX/XXXX ) that I was being placed in a six month repayment plan and would need to pay {$10000.00} per month for six months. I don't even begin to make that much money per month. I am at a loss at this juncture. I am a XXXX XXXX Veteran, a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I've dedicated my life to serving others and I worked very hard to get to the place I am now. I've done everything they have asked for, but it seems this is not enough. I don't know who to turn to and hope that someone can help me get to the bottom of this situation. Please feel free to reach out for additional information. I understand there is at least one class action law suit against LoanCare and their online reviews are terrible. I have to believe I am not the only one going through this.
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| 07/05/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We hired XXXX XXXX XXXX to modify my mortgage in XX/XX/XXXX. They promised that the whole process takes 3 to 4 months and would get my mortgage at a 2 % TO 3 %. In XX/XX/XXXX I received foreclosure papers on my house. I contacted XXXX and they told me it was a scare tactic to try and collect money from me from the mortgage company collections department. Told me not to worry i was protected by them. At the end of XX/XX/XXXX I was served with more paperwork from the mortgage company to start a loss mitigation process. Tried to contact XXXX to see what was going on and couldn't get any answers. After 4 days of probably calling them 6 or 7 times a day I finally got a call back, only to be introduced to their compliance Department and a guy named XXXX, well XXXX is a fast talking used car salesmen that loves using all kinds of acronyms to make it sound like hes on the up and up, but he is incapable of answering a question with a direct and honest answer. The results of my communication with them was XXXX telling me that I had to pay an additional {$6000.00} for my case to move forward ( with no guarantee that they can deliver on the promise that they made ). Throughout this entire process there has been little to no communication from XXXX to me except for once a month when they contact me looking for their payment. They have been taking my money for 17 MONTHS and have accomplished nothing, I had taken the Mortgage companys offer for loss mitigation and started that process on my own. I was lied to and promised that my loan would be modified at a low interest rate within 3 to 4 months with a 100 % money back guarantee, and now they are saying that they will not refund me since we did get an offer back from the investor ( yet they have not and can not show me the offer ).
Because of XXXX my home is currently over a year passed due, and in foreclosure.
XXXX is a scam, they are very dishonest and misleading, and do absolutely nothing that you can not do for yourself, ( other than extorting money from you ) My house is now in forclosure because of XXXX and I am fighting with everything i have to keep a roof over my kid 's heads
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| 12/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I disputed the account because I noticed it was on my credit report and I did not authorize this account. To dispute this account, I mailed a dispute letter, a copy of my FTC report for identity theft, a copy of my police report for fraud/impersonation/identity theft, 3 forms of personal identification ( copies of my driver 's license, my social security card, and one of my recent bank statements from the past 3 months ) along with a copy of the page of my credit report ( s ) on which the account was listed, in an envelope sent to the creditor of the account and I also put copies of the same documents in envelopes sent to all three credit bureaus ( XXXX, XXXX, and XXXX XXXX via USPS certified mail with return receipt, this was more than 60 days ago. The creditor and the credit bureaus have not mailed me a notarized contract with my signature on it within their 30-day allotted timeframe allowed by the FCRA ( Fair Credit Reporting Act ) to validate the account, and thus the account must be immediately deemed invalid, fraudulent, and not my liability, and it is hereby illegal for the credit bureaus and creditors to report this account on my credit report because the account was not validated within the required 30-day timeframe, and so the solution to my complaint is for the credit bureaus and for the creditor to immediately delete this account from my credit report. If the creditors and credit bureaus do not do this, I have the power and the evidence to sue them and win {$10000.00} due to the illegal credit reporting acts that they have committed which continue to harm my credit worthiness and access to financial wealth-building opportunities such as loans for real estate purchases.
The account was also deleted from my XXXX and XXXX reports as well so in order to correct the inconsistencies between the XXXX, XXXX, and XXXX credit reports, the account needs to be deleted from the XXXX credit report.
The information for this account listed on my credit report is : CREDITOR : LOANCARE SERVICING C, ACCOUNT XXXX, OPENED XX/XX/2017, BALANCE OF {$0.00} CREDITOR : XXXX XXXX, ACCOUNT XXXX, OPENED XX/XX/2017, BALANCE OF {$0.00}
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| 03/29/2017 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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We are asking for your help! My husband and I recently purchased our first home in XX/XX/XXXX. Our servicing companies have changed several times but currently transferred to LoanCare LLC in XX/XX/2016. We made our initial XX/XX/XXXX payment to Loancare, but our XX/XX/XXXX payment was returned due to NSF, ( the payment took up to 5 days to clear the bank so other auto-pay transactions caused payment to be returned ). When we realized the XX/XX/XXXX payment was not successful, a double payment was made by phone to the institution to cover XX/XX/XXXX and XX/XX/XXXX 's payment ( payment in the amount of {$2300.00} which cleared the bank on XX/XX/XXXX ). A few weeks later, I receive a letter stating my XX/XX/XXXX 's payment is still outstanding. I contacted Loancare LLC, only to speak to several representatives that could barely provide a general account of what happened on our loan. I was inform that the NSF payment caused the issue and only one payment posted. I informed the rep, that if I made a payment to cover two payments how can a portion of the payment apply to XX/XX/XXXX 's installment and XX/XX/XXXX 's payment is unaccounted for? The rep could not explain this and only informed the one payment processed. Needless to say, this has been going on for over two weeks now. They have asked for several screenshots, transaction/bank statements. Each time we send, they request something else. The documentation from our banking institution showing the payment CLEARED and STILL no resolve! Each time we speak to someone, we get the same story, " the cashiering department is working to resolve your request, contact us back tomorrow. '' This company is so incompetent and has no real system in place to assist customers to resolve escalated issues. We have to get out of character just to escalate the call to a supervisor ( which they never call you back )! I have read so many horrible stories about this company with the BBB as well as other consumer review sites. We as consumers are at the mercy of the lenders and have zero input on who our servicing rights are sold to. I am just saddened that we had to end up with LoanCare LLC.
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| 05/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019, the Secretary of my condo association sent an request to my mortgage company on my behalf letting them know the owners have decided to dissolve our association. The Association attorney gave her a form to send to all the mortgage companies to sign. I gave her my mortgage information with my permission to send it. I received an email ataing they needed my authorization from personal email or a written authorization which I immediately sent an email back. When I did this, they replied on XX/XX/2019 not to me, but in the Association 's Secretary 's name to my personal email. After a few weeks I called them and contacted them by phone and was told the form needed to go to a different department but it would be escalated. I explained that I needed this 1 page form signed as soon as possible in order for the whole Association not to have to pay another 6 months of Association fees. I sent emails on XX/XX/XXXX & XX/XX/2019 and every return email came back to me stating that I would receive and answer within 3 business days.Saturday, XX/XX/XXXX, I received a call from them at XXXX XXXX stating they are working on this and I will definitely receive a call on Monday the XXXX. That call never came. On Monday, XX/XX/XXXX, I called the Customer service and was on the phone for over an hour waiting for a supervisor. I was told I would receive a call back that day - never received one! On XX/XX/2019, I sent an email to XXXX XXXX, the Senior VP of Client Relations and have hear nothing! I even asked my the lady who helped me with my loan to contact them and her company can't get any answers. On XX/XX/2019, I received an email saying " they have made several attempts to reach me in order to address my inquiry ''. They have not tried to contact me at all! Due to the nature of my job, my phone is on at all times and there are no missed calls from them. Since this has gone over 2 months, the whole Association has to pay another 6 months of fees because this company can not take the time to sign a one page document. How am I supposed to trust them with my morgage if something this simple keeps falling through the cracks??
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| 01/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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I am sending in this complaint in hopes you will look into how Loancare is running there business I had put in a complaint before # XXXX which you ended up closing I believe because of lack of backup or proof in my first complaint. The reason I did not for that is first I had to learn how to scan to my computer so I could send you files. I also had to organize the mess Loancare has given to me. Being XXXX years old it is not easy for me to do, but in the long run I did learn to scan and got things somewhat organize.
As of today I still have the exact same problems I had last XXXX. Late payment when I was never late ( # 2 A ) and an escrow account I never asked ( # 3A pg 1 and # 3 A pg2 ) for which they opened to try and make me pay insurance cost. I have had the same insurance company ( # 10 E ) when Loancare took over my mortgage.
Both of these things I have given them proof of.
There are few important thing I have dealt with with this company that makes me think they need to be looked into and are being dishonest.
One is I am not the only person with problems with Loancare. On XXXX they have a page which has quite a few complaint.
Another is they lie. They lied to you when they sent the XX/XX/2020 letter saying I never responded to their request. I am sending you proof that I did response to their request on XX/XX/2020. They also sent the same letter to the XXXX XXXX XXXX only changed the CFPB to XXXX. There is also the problem of them going back into my payment history record and changing things around. ( 3A pg 2 and 2 3B pg 1 and 2 ) They started saying I had no insurance on the property around the first of XX/XX/2020 and then later XXXX went back and put down I had no insurance the previous year.
Please look into this companies practices. {$26.00} false late payment can add up to a lot of money when they charge it to a lot of different customers.
You do not have to work to correct my situation. I feel somewhat confident I will win in any court. I do not want to go that route, but it looks like Loancare is leaving me no other chose.
there are three recordings that the system would not let me send
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| 04/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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The Client CalledXX/XX/XXXX spoke with XXXX Employee # XXXX to explain payment was made on time and accepted by loancare, but the funds were not applied to the loan resulting in 30day past due notice.
Was told to send email with proof of payment for XX/XX/XXXX via trace number to email address XXXX XXXXor loan # XXXX ... XXXX.
Response from LoanCare XX/XX/XXXX Reference number : XXXX ... 4X Please use this ticket number in any correspondence with us.
Subject : Loan # XXXX ... 7 proof of payment trace number XXXX ... XX/XX/XXXX Dear Valued Customer, Thank you for contacting us.
To research this request we would need a copy of the cashed check front & back, or the electronic transmittal form from your bank.
The Client provided Bank Fax with payment information on XX/XX/XXXX.
There was not a response from Loancare.
In a call to follow up on XX/XX/XXXX, the company claimed the ticket was closed for insufficient evidence by XX/XX/XXXX.
This seems like an unreasonable short window to provide requested feedback.
The company, myloancare, did not reopen the ticket to continue research when requested.
The company did not take measures to communicate properly with the client.
The company mis-represented delinquency while accepting money.
The company using email correspondence, and left mailing address as response in to research file # XXXX ... 4X The company mailed paperwork on XX/XX/XXXX citing lack of response from the client, and inability to contact the client.
The company did not respond to client inputs via email or phone inquiry Client sent another email request on XX/XX/XXXX.The email was sent via the online Loancare email customer service request on website. The Client included a PDF attachment in that email.
There was no response from Loancare as of XX/XX/XXXX.
The PDF contains the entire written trail of events and correspondence between XX/XX/XXXX and XX/XX/XXXX The Client issued a complaint via CFPB on XX/XX/XXXX. The PDF with written trail of events was uploaded to the complaint made at CFPB on XX/XX/XXXX, citing lack of communication in light of objective evidence and written response request.
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| 04/06/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was on a repayment plan with Loancare and called on XX/XX/XXXX to try and make a payment. I was then informed that they never received my XXXX payment ( which was very confusing ) and that I was kicked off the payment plan in XXXX. I escalated the call to a supervisor name XXXX and was informed that my payment arrangement was setup incorrectly and that some of the money went into Escrow instead to my payment. I was then informed that he was going to correct the mistake and place me back on a payment plan. He will call me back shortly. I called back the next day just because something was telling me to make a payment anyway. When I called back I was informed that I shouldnt make a payment because they didnt want it to go into Escrow again and make things worse, to wait until XXXX called me back and he will fix it. I was told that XXXX was going to make sure it didnt go into Foreclosure ( per his notes ) and was going to call me by Tuesday. When I didnt here from XXXX XXXX called him back on Wednesday. He informed me that my account was sent to Foreclosure on XX/XX/XXXX and the only options that he could provide me was to do Loss Mitigation or come up with two lump sum payments which I agreed to the 2 payments. He called me back and informed me that XXXX XXXX from the default resolution department would be calling me to get the 2 payments set up and to place the XXXX payment on a payment plan. I never received a call from her even though she noted that she called. I called back on a Monday and she informed me that she cant do the 2 payment option. I asked her why did they even give me that option if they werent going to honor. I called back to try to escalate the call again just to see if they would honor what they told me. I spoke to a supervisor in collections name XXXX, she read over the notes and told me not to worry about it she will get it all straightening out. She said she will either have XXXX call me or she would. I havent received a call from neither one. Every time I call no one return my calls. I feel like all this was done on purpose to make me lose my house and put me into Foreclosure.
Loan # XXXX
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| 08/31/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2018 I was contacted by a male who stated he worked for loan care and then asked for my SS # and Phone password. I asked whom was calling. The individual then became rude and stated, " Ma'am I'm calling from your mortgage company and I'm pretty sure you've had to answer these questions before. What is your SS # and phone password? '' I replied, " No sir I have not had to answer these questions before and I'm uncomfortable giving out that information without knowing what this is about. '' He stated, " You can call back and get the information. '' I immediately went online to view my mortgage status as I believed the gentlemen to be a scammer based on his general rude and demanding demeanor. Not to mention I have never been contacted by mortgage company via phone before. I have always made my payments online and on time. Any prior communication via phone as been initiated by myself.
Upon reviewing my account I noticed it showed that I had not yet made my XX/XX/2018 payment. I have attached both a copy of the email from my mortgage company, Loancare, and my bank statement showing that I had made my XX/XX/2018 Mortgage payment and it cleared my bank account XX/XX/2018. I would like to also point out that on Loancare 's email they have me making a payment of {$1500.00}. However, you can see by my bank statement that the payment made was in the amount of {$1300.00}.
The difference in actual paid amount and what email Loancare is further evidence of Loancare 's deceptive trade practices.
I called to find out what was going on and was told that I was a month behind on payments. As I spoke with the gentlemen reviewing my account he told me I never made a XX/XX/2018 payment. ( please see my bank statement as proof of XX/XX/2018 & XX/XX/2018 ). I tried to have the company review my account. However, each individual I speak to continues to read only what they see right in front of them instead of reviewing my account realizing their error.
I need immediate assistance as this company is getting ready to put this bad review on my credit report. Any help would be greatly appreciated.
Thank you, XXXX XXXX XXXX
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| 09/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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On XX/XX/XXXX my bank submitted an electronic payment to LoanCare for $ XXXX.with an account # that had been the # for XXXX as the new acct # had not yet been received. LoanCare had issues with other accounts as my statement indicated double payments, then payments removed resulting in the loss of that payment from XX/XX/XXXX. On XX/XX/XXXX I called customer service to inquire about the delinquency on my statement and was given the email for the payment research dept. I sent a copy of my billpay detail to show that the payment was made and to what acct #. I was informed much after the fact that this was insufficient evidence and that they needed the transmittal number. Several calls to my bank I was informed that that information was unavailable and they provided an official statement from my billpay. Again, LoanCare said this was not sufficient as the old account # had been closed and they had no idea where the payment went. In the meantime, I am receiving notices of potential foreclosure, daily phone calls about delinquency even though my payment was theoretically in 'research '. I spoke to a manager who was extremely defensive and we had a three way conversation with my bank who repeated that the information being requested was unavailable. At the end of that call I requested that they make sure my acct was flagged so that I would stop getting the calls and letters. Every call I had with them I repeated that someone please make sure that this does not get reported as delinquent to credit agencies. I asked my bank to investigate any means to satisfy LoanCare as I was becoming afraid that they would not do their own research to locate the payment and would simply start foreclosure proceedings. My bank supplied the payment confirmation, I sent it payment research on XX/XX/XXXX. I got an autoreply from the email and heard nothing else. Today I received notice from XXXX that my mortgage has been reported delinquent as of XX/XX/XXXX. I called LoanCare, they confirmed receipt of the email and told me they are working on it and I should know something by XX/XX/XXXX. I am now waiting for a call from a manager, again.
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| 07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I refinanced my loan back in XX/XX/XXXX, Loancare kept a portion of my Escrow balance with out my approval {$1800.00} to be exact, and will not return it. On the Escrow balance it is showing that return as a negative, and does not explain why. On XX/XX/XXXX I spoke to two different Loancare employees who told me I had to email payment research about this problem. See email and response below REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us.
SUBJECT : Re : Loan # XXXX Dear Valued Customer, Thank you for contacting us.
Please be advised that the funds were used towards paying off your loan because the payment on XX/XX/XXXX was returned. We wouldn't be able refund the funds.
Please feel free to contact us if you have any additional questions.
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender.
*** this email was scanned for malicious content *** ********************************************************************************************** In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at : ========== Original Message ========== From : & # 60 ; & # 62 ; Subject : Re : Loan # XXXX IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company.
& # 62 ; & # 62 ; To Whom it may concern, & # 62 ; & # 62 ; I did a refi 5 months ago and part of my escrow balance was applied to my loan with out my approval. I am going to need the remaining balance that is owed {$1800.00} & # 62 ; sent to me. I am going to call the CFPB and would like this resolved very quickly!
& # 62 ; & # 62 ; Sent from my iPhone
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| 04/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I got divorced XX/XX/XXXX as part of the mediation I was awarded the house. I was to refinance the house and my ex-wife was to receive XXXX dollars upon new mortgage. She signed a quick claim deed and waved all rights to the home. In the refinance I was to pay off the old loan which I did so her name is off and the new loan only in my name.
I closed on the new loan with 3rd federal on XX/XX/XXXX. The old loan was paid off within a couple of days and I was sent a escrow check with My name as well as my ex-wife name on it. I called up to complain since I have no idea were she is and no one that we new has heard from her.
They said they would re issue the check only in my name. Another month went by and I got another check made out in both our names. So I called back and asked to speak to a manger. They told me they would reissue the check only in my name. I didn't receive a check so I called again and they told me the check was sent out and was in both our names again. So I asked to speak to the manager. They told me the check wasn't sent out.
Now they connected me to another supervisor and they said if I sent in my mediation papers plus the signed order from the judge and the quick claim deed they would issue the check only in my name. So I did that that the week of the XX/XX/XXXX.
I called today XX/XX/XXXX to verify the status of my check and they gave me the same story that it could only be issued in my name.
I have no way to get in touch with my ex so they told me to reach out to her family. Well her family consist of her XXXX year old mother in XXXX who does not speak English and I have no phone number. So basically they will just attempt to keep my escrow.
All the money in the escrow account was my money. My wife left in XX/XX/XXXX she did not pay one penny into the account in which the mortgage payment was paid out to loancare.
Also when they had XXXX of my money they did not pay my flood insurance on time and my homeowners insurance on time so both were canceled for non payment. They also dragged the heels on paying the taxes until I called up. All the time sitting on my money that I paid in.
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| 10/18/2022 |
Yes |
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Web |
Older American |
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In XXXX I cosigned with my daughter House and when we closed a mistake was made. According to the recorder of deeds in XXXX XXXX there was two parcels one parcel was the garage only and the other parcel was the house. At our closing we were given the garage deed only and we signed that one. Due to medical issues with my daughter she was no longer able to pay the mortgage. I tried to sell the house three times The very last time I was told about a problem with the title. I started contacting the bank that held our mortgage XXXX and Loancare to tell them there was a problem I even spoke to a manager about it. And I advised them if they were going to foreclose on The property only the garage was in our name. They started for closure in XXXX they sent a preservation company up that started working on issues in the house and at that time no one shouldve been in the house. I have been in constant contact with them they have charged {$8000.00} in fees and the house did go under contract in XXXX of this year even then no one should have been on the property. The property was still deeded to the original owners not us and not Loancare they were very well aware of it I made multiple phone calls. The house was sold and closed on XX/XX/XXXX and on that day we got the deed fixed just one week before that closing. I have multiple emails asking that they adjust the fees due to the fact they didnt have a valid title to the property to the house. I had to put out {$2700.00} of my own money to close the house and they said that they would look into reimbursing me that much I didnt even get that. I have made formal complaint through Loancare through their legal department as well. Like I said I have multiple emails and pictures of work that was charged and not done right the preservation company charge over {$3000.00} alone. I feel that the feed the foreclosure fees should never have been to anyone because I have a problem with why they would for close on a house that did not belong to them or to us. I have plenty of documentation if you need that but I want to go ahead and file this complaint against Loancare LLC thank you
|
| 10/18/2017 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
During the last week in XXXX, I contacted company servicing my mortgage, XXXX of Virginia XXXX, VA, to discuss my payoff payment and upcoming real estate taxes.
My final mortgage payment was due on XXXX XXXX and my real estate taxes were due on XXXX XXXX. My fear was that by paying off the mortgage, the company would no longer pay escrow items, despite having collected escrow over the past year. My escrow information page on the company 's website showed a projected dispersal in XXXX for the taxes, but I wanted confirmation. The associate confirmed that my real estate taxes would be paid in XXXX.
On XXXX XXXX, I checked their website and found that my real estate taxes had not been paid in XXXX as both indicated on their website and confirmed by phone. I spoke to a XXXX, XXXX XXXX ID XXXX XXXX who told me that because my loan had been paid off that the company would no longer pay escrow items. I explained that was in conflict with what I had been told the previous week, but he could n't explain it as " everyone '' knew that once a loan was paid off, they essentially stopped servicing it. He said that he would have the XXXX department issue the escrow funds so I could pay my real estate taxes that were due on the XXXX.
On XXXX XXXX, I checked and my escrow account still had the same funds in it. I called and talked to a different XXXX, XXXX XXXX ID XXXX XXXX who could n't explain either why my taxes were n't paid in XXXX or why my escrow had n't been released as I was told. She said she understood the pending taxes and told me that she would have my escrow released and overnighted to me so that I could have the funds on the XXXX.
This evening, XXXX XXXX, with no expedited mail received, I checked my online account information again and the escrow funds have not been released. My taxes are now overdue and when I 've called this evening, all XXXX are unavailable.
I 'm requesting assistance in freeing up my escrow funds to pay my now overdue real estate taxes. A quick internet search shows that others have experienced similar issues with this company paying escrow items.
Thanks in advance, XXXX XXXX
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| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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I have written to this company XXXX times!!!!! They have never answered my letters. I also faxed them XXXX times.
Finally they sent a follow up to you today and claimed this case is CLOSED. BUT IT IS NOT CLOSED AND SHOULD NOT BE CLOSED.
They are trying to collect money for insurance on a House I DO NOT OWN.
I have told them I do not own it. XXXX times over and over .... I have asked them to check with the title company to verify this. XXXX XXXX XXXX XXXX XXXX XXXXTheir response was to send back a copy of the recorded deed stating that it is valid. IT IS NOT VALID. IT was reconvened and taken off the property on XX/XX/XXXX!!!!!!!!!!!!!!!!!
LOOK AT THE ENCLOSED DOCUMENT!!!!
It is a FULL RECONVEYANCE!!! THAT MEANS they do not have ANY security instrument in the property!!!!!!!! ZERO!
There is NO VALID deed!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! So as such they CAN NOT charge me for insurance on a house that has NO DEED.
Just because they see a deed in their file from XXXX, does not make it a VALID deed!!!!
IT WAS RECONVEYED!!!!!!! XXXX.
GO LOOK IT UP you XXXX
This house was sold and is no longer owned by me. the new buyer had a full title insurance policy. THIS LENDER HAS NO RECOURSE!!! Are they stupid to think they still have a deed. Well here is the proof attached. A FULL RECON!!! hope they know how to read, because it doest get any more clear cut then the words FULL RECON!!!!!!!!!
There is still a note which I am paying for principal and interest. I am not disputing my debt. I am only disputing the need to pay for insurance on a house I do not own!!! They have fully reconvened any security interest in the property. They have no interest to protect. They can not ask for any insurance to protect a house that they DO NOT HAVE a valid security interest in. that is no different than me placing insurance on a random strangers house and making them pay me back. They are giving me no choice and holding me hostage for money I DO NOT OWE!!!!! and money they have no legal right to collect. maybe they would rather me hire an attorney and sue their XXXX!!!!!
This madness needs to stop.
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| 08/19/2017 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX XXXX, XXXX I received a past due letter from Loancare that they had not received my XXXX XXXX payment. I called them on XXXX XXXX, XXXX and explained to them that I payed the XXXX payment through XXXX XXXX on XXXX XXXX, XXXX and it was delivered to them on XXXX XXXX, XXXX in the amount of {$2300.00} with the status on my statement as paid. The woman that I spoke with put me on hold and returned to the call telling me that in fact they did receive the payment and it would be posted at mid-night that same day XXXX XXXX XXXX ). I asked her if I would recieve a 30 notice and she advised me that she did not know. I explained to her that I am in the middle of a refinance and I can not have a 30 on my credit. Especially since they did receive it on or around XXXX XXXX. On XXXX XXXX, XXXX, there was a message on my phone to call Loancare. I called them the morning of XXXX XXXX, XXXX and they stated that they did not receive my payment for XXXX. I informed them that I payed through XXXX XXXX on XXXX XXXX, in the amount of {$2300.00} and the payment was delivered on XXXX XXXX with the status paid. They told me that I needed to send them a copy of the statement showing it paid to XXXXXXXXXXXX. I sent the a copy on XXXX XXXX. I told them that I am in the middle of a refinance due to close early XXXX. I also told them that this has now happened two months in a row. I asked them if they are going to charge me a late fee for this in which they would not answer. I also asked them how long is this research going to take and they said 5 - 10 business days. I found out that I have accrued over {$600.00} in late fees from the time they took over the loan in XXXX. I do n't think that I owe this. I am very concerned about the fact they say they are n't receiving my payments. I have been paying the same way, through my bank since they took over the loan and there has NEVER been a problem until now. I find it interesting that this has occurred only recently as I have been in the process of refinance. I have copies of the bank statements and the letter received last month for the non payment. Please help. Thank you.
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| 09/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/2020, I inquired with my current mortgage company, XXXX/Loancare, about refinancing or dropping the PMI ( {$79.00} per month ) on my current mortgage loan with them.
XXXX ordered an independent licensed appraiser, XXXX XXXX XXXX, XXXX, to do an appraisal on my property. This was completed on XX/XX/2020. I currently owe approximately {$210000.00} ( XX/XX/2020 Statement ) on the current mortgage and my house appraised for {$300000.00} on XX/XX/2020.
I love contacted XXXX and notified them that it would make more sense for me to keep my current mortgage and use the appraisal to drop the PMI off my current loan.
XXXX will not use the appraisal they ordered to drop the PMI. I'm being told that I have to pay another {$470.00} for a new appraisal because the initial appraisal they ordered only will apply to a refinance loan. Since the appraisal was not ordered by them for the purpose of dropping my PMI, they will not honor the initial independent appraisal THEY ORDERED for the refinance option.
This makes absolutely no sense to me at all. They are obviously making it difficult for me to drop my PMI!
I've spent approximately 10 hours of my time with phone calls to both XXXX and Loancare. Both companies use the same Customer Service contact phone number, XXXX XXXX XXXX XXXX. However, they continue to switch my complaint back and forth to their different " branches '' therefore making it impossible to get either a refund on my Appraisal fee XXXX {$470.00} XXXX or for them to use the appraisal they ordered to drop my PMI and save me almost {$80.00} a month!
I am currently experiencing XXXX complications and taking care of my elderly mother who is my dependant. The saving of {$80.00} a month from my mortgage payment would help me tremendously with paying my utility bills.
I have never been late or missed a payment with XXXX or any other creditor I have, ever! My credit score, according to XXXX XXXX is XXXX with both XXXX and XXXX XXXX
Please make XXXX Loancare, or whatever company they decide to call themselves ( I've even been forwarded with my complaint to " XXXX??? ) Thank you, XXXX
|
| 11/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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This is a new complaint but is related to a prior complaint filed with the Consumer Financial Protection Bureau ( Case number XXXX ). Based on that complaint, I received a letter dated XX/XX/XXXX from XXXX XXXX at XXXX Customer Care. When I called XXXX XXXX, she said that XXXXXXXX XXXX is not responsible for the actions of their agent LoanCare, and that I should file a complaint with them. Unfortunately, LoanCare was hired by XXXX Bank to service the insurance portion of XXXX mortgage business, and my contractual relationship is with XXXX Bank, not with LoanCare, so I am again filing a complaint with XXXX Bank.
In summary, back in XX/XX/XXXX my home was without flood insurance coverage for 21 days because LoanCareXXXX TOOK ALMOST A MONTH AFTER RECEIPT OF THE FLOOD INSURANCE INVOICE FROM MY NEW CARRIER, TO PAY IT. Per XXXX XXXX letter, On XX/XX/XXXX, LoanCare received the signed application from XXXX XXXX and acknowledged the standard 30-day waiting period. Further, it says LoanCare disbursed {$1200.00} from your escrow account to pay for this policy on XX/XX/XXXX and the payment was received by XXXX XXXX on XX/XX/XXXX. I do not dispute any of the facts or dates in her letter and agree that I was without insurance for 21 days. However, what I want XXXX and LoanCare to understand is that I was without insurance for 21 days because LoanCare/XXXX did not pay the invoice on time.
XXXX deducted from my escrow account {$430.00} for insufficient coverage charges for 21 days, even though it was through their negligence in not paying the invoice that insurance could not start on XX/XX/XXXX as originally anticipated ( there is a 30-day standard waiting period as already stated ). The cost of 21 days of insurance coverage should only have been {$74.00} ( my annual premium is $ XXXX days ). Therefore, I am disputing the additional {$360.00} I was charged ( {$430.00} {$74.00} = {$360.00} ).
Yes, I acknowledge that there was a lapse in coverage, but it was caused because LoanCare/XXXX failed to pay the carriers invoice until almost 30 days after receipt of the signed paperwork from the insurance company.
|
| 05/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
XXXX XXXX holder of my mortgage transferred servicing to LoanCare , LLC, as of XX/XX/XXXX.Notice of Transfer said to send payments to XXXX XXXX , XXXX XXXX XXXX, XXXX, PA XXXX. I notified my bank, XXXX of account number and address change and sent through my first payment through Bill Pay to be received by XX/XX/XXXX in the amt. of {$610.00} and then I sent a second payment to be delivered by XX/XX/XXXX in the amount of {$610.00}.
I discovered XX/XX/XXXX, that my XX/XX/XXXX payment had not been applied, and sent a communication to Loan Care. I have talked to multiple people and had multiple email conversations. My second payment has not been posted either. I sent the documentation of proof of payment that XXXX instructed me to send from my website, I did not hear back other than another dunning call. I was told I needed a transmittal letter from XXXX sent to them at XXXX.myloancare.com. I spoke to XXXX and they said they would send it right over to them at the above email which they repeated back to me. I got a confirmation letter with the transmittal information from XXXX, and after speaking to another agent at ( XXXX ) LoanCare, I sent a copy of my letter as well to the email mentioned above. One of the agents ( XXXX agent no. XXXX ) told me they were not set up to receive electronic transfers and that the XXXX should have sent a check. There was no mention of this in the Servicing Transfer Notice.
I made an extra payment over the phone to waylay any dunning, on XX/XX/XXXX.
I have asked if I should ask XXXX to recall the payments and pay them directly, but was told they want the transmittal form. My husband and I have spoken to and corresponded with multiple people regarding this and was told this past Monday, XX/XX/XXXX that it was just sent to the area to be researched and to give it 5 more business days. I received another dunning call today, XX/XX/XXXX and I asked them to please read the history of customer inquiry and was told that the transmittal I sent In XX/XX/XXXX wasn't what they wanted. I will call XXXX again, but I don't have any faith that this will be settled by LoanCare.
|
| 02/01/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
Older American, Servicemember |
|
I have been trying to resolve issues with this company since XXXX XXXX and have been treated poorly and nobody was willing to listen to my problem. It started with me switching banks. I contacted Loan Care to stop the payment in one bank and take out of the other. I was informed that it could not be done, it was too close to the payment. They proceeded to take it out twice and both times returned. I then agreed to pay twice in XXXX to bring up to date from new account. I had a deposit from the state of XXXX into my new account. I then was informed this deposit would be held for 10 days due to an ACH glitch, so I informed Loan Care but they continued to take out a payment that was returned. I then paid two payments from on line banking to Loan Care in XXXX. My bank both listed them as processed with a conformation number. I did not think about it again thinking I was current and the issue was resolved. I then get a foreclosure notice that I am 60 days overdue. Loan Care blamed my bank that they never sent the funds. I contacted my bank and they informed me it was sent and for some reason was returned. By now it is the XXXX XXXX and I called and said you already messed my credit and I do not want to be 90 days so take the money now. The rude customer service representative said no I can only pay by certified check. I took off work and ran to the bank and then the post office. I sent it the fastest way possible since on XXXX it would be 90 days. They did not process until XXXX so now my credit is ruined. I borrowed money from my pension fund to pay all fees and bring the mortgage current plus some. I used my bill pay feature and XXXX was sent and processed. I now received another call that I owe XXXX. I said once again payments were processed and Loan care did not process them. They put me on hold and said all the payment from XXXX XXXX XXXX XXXX XXXX XXXX XXXX were returned because I can only pay by certified check. Now I have to miss another day of work to go to the bank, when nobody ever notified me of this. I am so angry but when I ask for a supervisor, I am placed on hold so long I hang up.
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| 07/15/2022 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Our VA mortgage loan went into a deferred status in early 2021 due to my wife and I being laid off as a result of the XXXX pandemic. In XX/XX/2021, my wife and I were both employed again and we started the process of attempting to modify our mortgage loan so we could continue making payments. Over the course of the past eight ( 8 ) months, we have had our application for a loan modification denied twice, and we are in the process of applying for a third time. I've kept notes following all of my calls with LoanCare and I have copies of all of the email correspondence that I've sent since beginning this process.
During the current application for a loan modification, LoanCare has repeatedly " lost '' or claimed to never have received important underwriting documents. In spite of having correctly submitted the requested documents earlier, I have patiently forwarded the documents for a second time, and sometimes for a third time. On numerous occasions, I've been told by a LoanCare representative that our " application is complete '' and is just awaiting an underwriting decision. Each time, I then find out 2-3 weeks later that there's " something missing '' when in fact, the document was there the whole time. I've been told by various LoanCare representatives that our loan has been in underwriting for at least two ( 2 ) months and yet, I still have to keep finding out that LoanCare can't find a document that has previously been submitted.
LoanCare 's inability to maintain documents that I have submitted has resulted in the underwriting process taking far longer than necessary. This would ordinarily be a simple inconvenience. However, LoanCare 's actions have resulted in our mortgage being in forbearance for many months longer than it should have been. LoanCare 's many mistakes and delays have resulted in our inability to access credit and we will inevitably end up losing a significant amount of money due to rising mortgage interest rates.
At the end of the day, we just wanted to start making our mortgage payments again and I've had to fight tooth and nail to be able to do so since XX/XX/2021.
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| 10/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I had a fire at my property. On XX/XX/XXXX I contacted the servicer of my second mortgage ( LoanCare ) because their name was on the insurance checks that I received from the insurance company that totaled {$71000.00}. I was told by the Representative that I should send the endorsed checks to their office with a return envelope and they would endorse the checks within 2 business days and return them to me so I could forward them to the first mortgage holder ( XXXX XXXX ). On XX/XX/XXXX I followed up with Loan Care and was initially told that they were going to cash the checks and administer the process of releasing the money to the contractor. I reminded them that they had told me on the XXXX that they wouldn't administer the claim because they were the 2nd mortgage holder. The representative then said that she was mistaken and that they won't be administering the money but that they needed the instructions and claim information from the first mortgage holder. I forwarded that information that day and it was signed for by their office on XXXX XXXX called them again in early XXXX and was initially told that they hadn't received the information but after giving them the tracking information they acknowledged that they had it and the checks would be endorsed and returned to me within 5 business days. I contacted them again 10 days later and was told that they cashed the checks and that they would distribute the money directly to the first mortgage servicer but that because of the amount of the checks they needed, but hadn't received, the necessary authorization from their manager which they had requested 9 days earlier. They refused to put me through to a supervisor and instead brought a resolution specialist on to the call who said there was nothing they could do and I had to wait for the authorization. It is now been over 2 months since they received the checks and they still haven't released the money. The contractor has stopped working because he hasn't been paid and the house is not habitable in its present condition. I have continued making the payments but it has been a financial burden.
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| 09/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am currently in the process of applying to assume the mortgage on my home following a divorce. This company has made it onerous and unreasonably difficult to do so. I initiated this process in the summer of XXXX and after 6 months of going through that process the loan was sold to this company before the assumption went through. Since then I have been trying to initiate the process with LoanCare/XXXX. I am appalled at how difficult they make it for the customer ... no direct phone number to actually speak with someone in the " Special Loans '' department as the customer service agents have referred to it, leaving me the only option of repeatedly asking through customer service phone line for someone to : 1 ) send me the assumption paperwork ( which took 4 months - the first request XX/XX/XXXX ; application packet mailed to me XX/XX/XXXX ) ; 2 ) have questions answered regarding details in said paperwork ( which no one ever could since I could only speak to general customer service agents and no one from " special loans '' ever contacted me despite several requests. As a matter of fact, the customer service agents repeatedly told me that they didn't have access to a direct phone number to " Special Loans '' dept. and all they could do was " forward '' my request to be contacted to them. ) 3 ) verify that my completed paperwork and documents were received and being processed ( again, not done even though I have certified mail confirmation on XX/XX/XXXX that it was received at their XXXX, FL location ). In thorough disgust, I sent an email through their " contact us '' portal on their website XX/XX/XXXX. I received a call on XX/XX/XXXX from a woman in the " Special Loans '' dept. who confirmed receipt of my application and said it appeared that it was sent to the " Tax Department '' for reasons unclear to her. She promised to call me back that evening with an update as well as send me an email confirmation. Neither was done. Even more astounding, when asked for the direct line to her and her department she gave me ( XXXX ) XXXX - which I later discovered was a general customer service line.
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| 07/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I had a mortgage with XXXX. XXXX is in bankruptcy, and my mortgage payments were set to Auto-Pay through my bank 's ( checking account ) bill pay service automatically remitted to XXXX loan account. These payments continued to be made. After return from vacation I find a statement from XXXX in my XXXX XXXX , stating that I owe an outrageous amount for non-payment of mortgage for 3 months ( {$1300.00} ) where monthly payments with prior company XXXX were {$450.00}. I never received anything from XXXX, and I never received anything from XXXX XXXX that my account is being transferred or who to contact, where to make payment etc .... All I have is a single piece of mail from XXXX XXXX with a payment slip for {$1300.00} ( versus my monthly fixed amount {$450.00} ).
As per my understanding of requirements during mortgage service transfer ( 12 CFR 1024.33 ) - 1 - The old company XXXX XXXX - i.e. Transferor of service ) was required to send me a Notice of Transfer no less than 30 days before effective date of the transfer of servicing of the mortgage.
- 2 - The new company ( XXXX XXXX - i.e. Transferee of service ) shall provide the borrower notice no more than 30 days after effective date of transfer.
- 3 - Notice of transfer shall include : ( i ) effective date of transfer ; ( ii ) name, address, and collect or toll-free telephone number of employee or department of the TRANSFEREE of service so that the borrower can obtain answers related to servicing transfer ; ( iii ) name, address, and collect or toll-free telephone number of employee or department of the TRANSFEROR of service so that the borrower can obtain answers related to servicing transfer ; ( iv ) date on which the TRANSFEROR will cease to accept payments and on which TRANSFEREE will begin accepting payments ; ( v ) Whether the transfer will affect terms, and any actions the borrower must take ; ( vi ) statement that the transfer of servicing does not affect any term or condition of the mortgage loan.
NONE OF THE ABOVE 3 points and sub-points were completed by either XXXX or XXXX XXXX. All I receive is a slip to pay to XXXX XXXX.
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| 12/11/2021 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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I came off of forbearance in XXXX of XXXX due to my industry being shut down due to XXXX. I had began the process of submitting an application for a loan modification to Loancare LLC. I was also assigned a single point of contact that did not actually exist. Every time I called I spoke to someone different, and was given different, incorrect or insufficient information every time. After 9 months of going back and forth, Loancare finally accepted my application and has considered it complete. They sent me my trial payment period plan offer. I have until XX/XX/XXXX to accept their offer. This is also when my first payment of the trial offer is due. At the same time they sent me the offer, I got approved for a grant for mortgage assistance for almost the exact amount I am behind on. When the company reached out to Loancare to retrieve my file- Loancare told them that they can not accept my assistance because I am already entered into a modification. I have not agreed to or signed anything or made my first XXXX payment! They have dragged out my loan modification application process for an extra 9 months, without allowing me to make payments, putting me further delinquent. I took extra steps to get approved for mortgage assistance and they will not accept it. They told me numerous times to send in the same documents over and over again while submitting my application. Many times I had to start all over again, due to them stating it was incomplete, even though I had proof of the email with the documentation. They would mark my application as incomplete without notifying me if other documents needed. They are purposefully making it difficult for customers coming off forbearance. They are trying to set people up for failure and take peoples homes since the equity in all homes is sky rocketing right now. I am sick to my stomach from their tactics. I am so worried that by the time I can get someone to help me, my opportunity to have receive the assistance will be gone, since it is a first come first serve basis, and Loancare will get what they want, and force me into agreeing to the modification.
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| 04/07/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
I filed complaint # XXXX with the CFPB approx 2mos ago and was immediately contacted by the LoanCare company. They called me three different times and said that they take my complaint seriously and that it has been assigned to the " Office of the Customer '' and that I have a personal person in charge of it ( they never gave me a name or direct phone number for that person, the number they gave goes to their call center ). The person I spoke with acknowledged the mistake in my complaint as well as the letter they sent and said that they are working on my COVID relief loan modification and that they will fix the problem on their end immediately and that I should receive a new loan modification in 30 days. I asked them multiple times if there was anything I needed to do ( new paperwork etc. ) and they said no XXXX XXXX this is our error and we have all of your info and we will send out your new payment and terms in 30 days. It has been over 30 days now and I have been contacted by LoanCare to begin a new loan modification process/paperwork. When I called in to inquire they do not seem to know what is going on. It was escalated to a guy named XXXX who actually looked into the problem and said that he believes he sees what the problem is ( they tagged my loan as a new loan modification instead of a CARES act COVID relief modification ) however he can not resolve it. He claims he escalated to the office of the customer and they should take care of it. Yesterday LoanCare called me to say they received the complaint are reviewing whether or not I need to submit a whole new package, here we are back to the beginning again and I am afraid these people are going to try to take my home and foreclose on me. Furthermore I should have been able to refinance my home for a much lower rate ( I am currently at 4.625 % and I have been quoted 2.5 % ) which would save me ~ $ 800 month back in XXXX. Now the rates are going back up and who knows if I will ever be able to take advantage of this and then I lose out for the next 30years which could end up costing me hundreds of thousands of dollar'splease help.
|
| 01/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I needed to take advantage of the entire covid forbearance due to the slow in business due to the virus ( I'm a small XXXX XXXX ). Covid for us, did cause Changed Circumstance. I did a verbal consent over the phone. I did know that there would be repayment options. However, I did not know that all options for repayment would cause an adverse action against me. Once the forbearance ended, I was told that I could put a lien on my home and pick up payments where they left off. I was also offered to put the forbearance amount owed on the backend of the loan if I entered a new loan contract. The third option was for me to pay the full {$20000.00} upfront. I denied all of the options and requested a regular payment plan that would not require me to put a lien on my home, create a new mortgage contract or force payment in full at once. I spoke to several representatives and one manager. The very 1st rep told me that she would send out a payment plan and request the repayment plan guidelines be sent as well per my request. The next week, I called to check to see if it had been sent but was now being told that I now have to apply for a normal repayment plan. I was vehemently against having to apply to repay my own mortgage. I argued that it would be incomprehensible to request that someone who had just needed to use a full forbearance relief to be forced to apply to repay. It should be evident that there are financial difficulties. Ultimately, it took about a month to receive the application. By the time that I received the application, I was about ready to submit my written RESPA request. Instead of applying to repay, I just submitted my request. They received the request via registered mail on XX/XX/XXXX. On XX/XX/XXXX, they reported my entire loan amount to all credit reporting agencies, not just the {$20000.00} that was in question along with other requests. They never confirmed receipt of the QWR as required. I only know it was delivered because I sent it registered mail. They are not supposed to report anything during the QWR process. I am being retaliated against for utilizing my rights.
|
| 03/24/2017 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I recently contacted XXXX approximately on or about XX/XX/XXXX to request an affordable Home Modification Plan as a result of circumstantial medical hardship. XXXX approved/granted me a Trial Modification Plan on or about XXXX. Trial Modification period was for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Surprisingly, in the middle of the Trial Modification Process, the new Bank, LoanCare made contact with me by letter on or about XX/XX/XXXX to inform me that my mortgage loan had been transferred. Confused, I contacted the bank, LoanCare with questions and concerns regarding the security of my home, Trial Modification Payments, and contract agreements I previously had with XXXX. Upon receiving the confusing news of my loan transfer, I had already submitted XX/XX/XXXX and XX/XX/XXXX payment to XXXX. I was informed by LoanCare Representative, XXXX ( XXXX ) on XX/XX/XXXX, to submit the final Trial Modification Payment to the new financial loan servicer. The Rep. also indicated to continue submitting new monthly payments until further notice. I never received any further notices, until I received a letter dated XX/XX/XXXX ; informing me that they were no longer honoring the Trial Modification agreement. And, that LoanCare would be making every attempt to foreclose if I did not satisfy 2 years of mortgage debt, which was the time-frame of my hardship.
I also received an email from LoanCare Rep, XXXX on XXXX, citing erroneously of not finding or receiving my last and final Trial Modification payment in their system.
I am very disappointed and stressfully concerned with the possibility of losing my home as a result of LoanCare 's unfair mortgage practices regarding the process of my approved trial modification plan. I feel that this large financial institution is taking advantage of an unsophisticated consumer such as myself, by engaging in unfair and/or deceptive conduct during my Trial Modification Process. I feel the cost of a mortgage is substantially more than the benefit the borrower receives from the loan. I am in need of urgent assistance from this agency to resolve this issue fairly.
|
| 01/07/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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Requested a payoff statement on XX/XX/XXXX good thru XX/XX/XXXX from XXXXoan Care LLC. Recieved payoff statement with payoff amount. Refinanced home. Title company sent payoff amount on XX/XX/XXXX. Payoff checked stamped recieved by Loan Care LLC. Title company ( XXXX XXXX XXXX ) received a returned check and new payoff statement on XX/XX/XXXX that was good thru XX/XX/XXXX asking for {$280.00} more than original payoff statement issued on XX/XX/XXXX. I called Loan Care LLC on XX/XX/XXXX to find out why there was a difference in the two statements. During the phone call they issued ANOTHER payoff statement without my request and the new payoff is now {$1000.00} more than the original statement given on XX/XX/XXXX. Originally they said the {$280.00} was due to tax distributions. However taxes were distributed in XXXX of XXXX before the original request for payoff statement. Loan Care then stated that the new payoff generated on XX/XX/XXXX is the amount that has to be paid even though the second statement sent to the title company states that it is good through XX/XX/XXXX. I have called Loan Care multiple times on XX/XX/XXXX trying to get answers as to why the payoff amount keeps rising. ( Twice in one day ) I keep getting placed on hold for extended periods of time. Requested to speak to a XXXX. After a very long hold was connected with XXXX XXXX at Loan Care LLC I spoke with her briefly before she asked to place me on hold. I then sat on hold for about 20-30 min before the I was hung up on. Still no answers to the large increase in payoff amount. I called back Loan Care LLC and was connected with XXXX. I asked XXXX to speak with the XXXX XXXX and explained that I was just on hold with her before the call was disconnected and I called right back, to which he said he wasn't sure she was available and would connect me with another XXXX and placed me on hold for what he said would be 3-4 minutes and turned into 45 min before a XXXX answered still without a resolution other than to pay the statement given this afternoon over the phone asking for {$1000.00} over the original payoff statement
|
| 07/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
The property is at XXXX XXXX XXXX XXXX , Maryland , XXXX. The original loan contract for 15 years was singed with XXXX in XX/XX/XXXX. So far, payments have been made monthly to XXXX for the last 7 years. In XX/XX/XXXX, I had a letter from XXXX that I should start making payment to LOANCARE. A questioned XXXX about the legality of the new deal only for XXXX to tell me that LOANCARE is a subsidiary company, and that the contract still stands valid with XXXX. I took XXXX by its word, and started making monthly payments to LOANCARE since XX/XX/XXXX. No paper or electronic, or verbal contract has been signed with LOANCARE in connection with the ownership of the property. Then just last month, XX/XX/XXXX, I had a letter from LOANCARE that I must pay {$710.00} for escrow or else my monthly payment would increase by adding the escrow amount. On the other hand, if I paid the escrow, my monthly payment would remain the same. I quickly send a check of {$710.00} to LOANCARE to cover the said amount. However, when the XX/XX/XXXX payment bill came, LOANCARE still increased the payment by {$100.00}. evidently LOANCARE had added the escrow to my monthly payment even though LOANCARE has already cashed the check of {$710.00} mailed to them. I called them to make a complaint but officials will not budge. Besides that, LOANCARE customer service is very rude, disrespectful, and indiscipline to customers. They tell me to refinance which I do not want to because it is not in my interest. I call XXXX to complain only for officials to tell me that they can not help me ; rather I must refinance. The behaviors of the two companies ( either sister or subsidiary companies ) are nothing but a calculated attempt to rip me off financially, or even find a cause to foreclose my property. I have 7 more years to finish payment, and I have no interest in refinancing. With regard to the monthly payment, I do not see the reason why LOANCARE should increase it. If anything at all, monthly payment must reduce because the principal has reduced after 7 years of monthly payment. This is fraud, and I need help urgently. Thanks.
|
| 08/11/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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I lost my job last year and fell behind on mortgage payments. I am employed now and trying to catch up. I was approved by XXXX XXXX XXXX district for a XXXX exemption and reduced property values. I have been working on getting the exemption and reduced property value applied to my loan since XX/XX/XXXX. I have called Loan Care on multiple occasions and could not get any answers as all the employees are only trained to collect money. I have spoken to numerous XXXX XXXX reps in the collections, escrow and customer service departments to no avail. I reached out to XXXX XXXX with XXXX XXXX on XX/XX/XXXX and she informed me that they do not send this info to the mortgage company. Every time I have spoken with a Loan Care rep they state they are not responsible for gathering that info as well. I received copies of the XXXX Exemption and reduced property values and not only emailed but also mailed copies to the Loan XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Almost every email address I tried sent a reply stating that those emails are no longer monitored. The only one that did not kick back was the customer advocate email. When I asked a rep at Loan Care how to resolve this issue I was not given a valid email but instead a fax number. I have talked to 3 Loan Care reps this week and they all state my exemption and reduced property value is not in their system. When I asked if I would get any credit or refund for the months I overpaid I was told no. Now I feel I am being retaliated against for complaining as they are sending multiple letters and emails along with calling me five times a week.They have even sent people to photograph my home even though I keep telling them I still live here.I spoke with a rep today and she could not give me answers but made sure to ask about a payment. Every time I speak with a Loan Care rep they state they are making notes in the system but non of the reps see the notes .I have been communicating with Loan Care on a weekly basis. I can not get answers for my exemption and reduced property value which would lower my monthly payments and allow me to catch up.
|
| 12/28/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I had massive identity theft and was not able to recover funds because the CFPB nor the police protected me when I reported this three years ago. So even though I have receipts of other persons using my bank account, I still did not recover a cent.
Then, during XXXX I lost a job, had no funds thanks to the identity theft, and had to move to start over.
I finally started recovering but one of the jobs I took was essentially remote, so I had to step down because once XXXX ended, they wanted someone more in the office and the job was several hours away. So I did XXXX to attempt to work, but thanks to XXXX, XXXX is only now recovering from the pandemic.
So, I just began a new job a few months ago, however thanks to the ongoing identity theft ( XXXX swapping, XXXX spoofing, device management ) I lost even more funds, that I cant recover despite evidence that other devices were logging into my accounts and my accounts were used in two cities and states at the same time ( XXXX, XXXX ).
So, I applied for XXXX since XX/XX/2022. Only then did I discover that XXXX XXXX continued to buy unnecessary insurances for my mortgage and ran my escrow into the negative. Right when I got the initial approval for XXXX, XXXX transferred me ( this is the fourth time my loan has been transferred in a year of owning the home ). XXXX says they have tried to reach out to the lender ( LoanCare ) to no avail. Apparently, unless I call every day, no one is doing what they should and Im about to lose my home because XXXX and LOANCARE cant figure out how to communicate with each other, even though I tagged them both in emails together. Also, concerning my device being compromised, my caseworker in XXXX sent me a spoofing email with device management. This was confirmed by XXXX.
So Im about to lose my home because my previous mortgage lender did fraud and had to correct it. The social worker over my case helped compromise my device and the police in this state refuse to arrest a pastor and his wife who used my bank accounts and obtained fraudulent student loans, credit cards and loans using my identity.
|
| 06/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hello, This is a complaint about LoanCare LLC.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : //www.myloancare.com/pub/index.html # /Login I have been trying to make a loan payment Online, but their online payment system is preventing me from making a payment. I have called customer support multiple times, but they have been unable to accept my payment. They never respond to my repeated inquiries telling them that their payment system is not working for me. They do not get back to me so that I can make a payment, and now if I send a payment by snail mail it will be late. I have an agreement to come out of forebarence, but all this is preventing me from making a payment.
Their automated voice system leads people down paths an incorrect path, so that they have difficulty reaching customer service and prompts people to leave a message with the company. Only by choosing an incorrect option was I able to reach a person. On XX/XX/XXXX I was on hold for over 30 minutes just to reach a person. That customer service agent was not able to process my payment - she said the system wasn't working for her to push my payment through, and had to get a supervisor involved to figure out how to accept a payment over the phone. I don't expect to hear back from them, and she could not give me her direct phone number so that I could contact her later.
Their accounting practices appear to be incorrect often. I had a support ticket out for 3 months ( starting XX/XX/XXXX ) to resolve an issue where I had made a payment of {$12000.00} toward my mortgage loan. On XX/XX/XXXX I paid {$12000.00} toward my mortgage which was classified as 'other '. I saw on my account showing XXXX payments of {$3200.00} each toward 'principle ' which adds to {$9600.00}. This left {$2300.00} un accounted for. No one ever responded to me to resolve the issue. I checked today ( XX/XX/XXXX ) and there appears to still be {$98.00} unaccounted for.
Something fishy is going on over there, or at the best complete incompetance and these people should not be handling our money if they can not keep track of where it is.
|
| 07/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
XXXX XXXX/Loan Care regarding FHA home loan has been misapplied my monthly payments to " suspense account '' instead of " regular payments '', which we tried very hard to do regular payments despite of financial hardship due to COVID.
1.Paid XXXX, {$3300.00} was placed in suspense acct, reflected 30 days late 2.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 3.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 4.Paid XXXXXXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 5.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 6.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 7.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 8.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 9.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 10.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 11.Paid XXXX, {$3000.00} was placed in suspense acct, reflected 30 days late 12.Paid XXXX, payment for XX/XX/2020 {$3400.00} was placed in suspense acct, reflected 30 days late 13.Paid XXXX, XXXX was placed in suspense acct, reflected 30 days late 14.Paid XXXX, XXXX was placed in suspense acct, reflected 30 days late 15.Paid XXXX, XXXX was placed in suspense acct, reflected 30 days late 16.Paid XXXX, payment for XX/XX/2020 {$3500.00} was placed in suspense acct, reflected 30 days late 17.Paid XXXX, {$3500.00} was placed in suspense acct, reflected 30 days late 18.Paid XXXX, {$3400.00} was placed in suspense acct, reflected 30 days late 19.Paid XXXX, {$3500.00} was placed in suspense acct, reflected 30 days late 20.Paid XXXX, {$3400.00} was placed in suspense acct, reflected 30 days late 21.Paid XXXX, {$3400.00} was placed in suspense acct, reflected 30 days late 22.Paid XXXX, {$3500.00} was placed in suspense acct, reflected 30 days late 23.Paid XXXXXXXX, {$3400.00} was placed in suspense acct, reflected 30 days late 24.Paid XXXX, {$3400.00} was placed in suspense acct, reflected 30 days late
|
| 11/23/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited a check for {$2100.00} ( dated for XX/XX/XXXX ) from Loancare LLC after calling their company to verify that this check was ours to cash. The specialist assured me it was after looking into my account. On XX/XX/XXXX, they put a stop payment on this check without notifying me of this development. On the same day that they had done so, I sold my car and had intended to use that balance to pay off the remainder of the auto loan to eliminate a monthly payment for a vehicle I no longer needed due to my company going mobile during the ongoing COVID-19 security measures.
I had taken time off of work to do this and ended up having to place this charge on a credit card, which I did not want to do due to the accruing interest on such a large purchase. When I called my bank, they said there was a stop payment on the check. When I called Loancare LLC, they said they had no record of this stop payment and requested time to look into it. I followed up with them via email and on a phone call on XX/XX/XXXX, and I was informed that they would cut a new check. I received an email on XX/XX/XXXX assuring me that check was overnighted to my address.
I called again on XX/XX/XXXX to get a tracking number for this check and never received a call back with this information. On XX/XX/XXXX, I emailed them for this tracking number as I still did not have the check in question. I received only a generic response email saying the issue was resolved. On XX/XX/XXXX, I emailed again to insist it was not resolved and demand the tracking number with the same generic response.
This refund was originally due to a duplicated escrow deposit from when this loan was opened that should have gone to the original loan holder and instead was sent to us. Loancare LLC has not taken responsibility for the debts incurred as a result of this to date on XX/XX/XXXX. They have offered a deferment with the same empty reassurances shown in the course of this situation that can clearly be altered to suit the company 's goals at any given time, and I obviously have no faith in these " solutions ''.
|
| 08/18/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
Older American |
|
On XXXX XXXX XXXX my home was flooded during hurricane XXXX and and was not livable and we were displaced. We contacted our insurance and got thing 's stared on XXXX XXXX .Working with Loan Care was a nightmare from the beginning the incompetence Communication and lack of organization was unbelievable .They lost parts of FAX Numerous times declined a contractor without letting me know WHY A month later when I called to find out what was happening? I was told that needed another contractor bid.I was rather upset sine my home was stilling in water moisture and mold and that they weted a month without informing me. Upset I bought Fans and Dehumidifiers to dry out my homeI called to find out about getting Reimburse I was told that I could n't place then in my home or be reimburse After months of lost & missed placed paperwork and no communication they told me they had sent {$20.00} in XXXX in XXXX and they immediately over knighted a check that had we had that check in XXXX we could have had our home dried much sooner The was to be signed by all parties and given to contractor as per Loan Care and caused much stress on us during an already terrible stuation the endless being switched around from person to person asking Over and Over for copies of all paperwork pertaining to our loan because the flood had ruined our copies. Loss of communication on contractor process not having a choice or allowed to have a choice in who did the home repairs but had to sign a contract. I feel that what they put us through caused our home to be damaged even more than the flood had. This contractor was to be complted by XXXX XXXX yet inspection says 30 % complete and that contractor demolished more then needed and was given {$40.00}. Causing us to be in a situation they may cause loss of our home could not pay the mortgage this month for the first time. We have had to deplete our saving and now we are on our way to foreclosure.This was a flood not caused by Loan Care but because of them uor Life has been greatly affected XXXX/XXXX/XXXX still have not got any paoper work I ask for.AND THERE IS MORE
|
| 07/28/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
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Please see attached documents written regarding an escrow refund that I have yet to receive since XXXX 2017. Document one was sent to my original lender regarding the issues I 'm having with no response. Document two is the trail of emails between myself and their " Account Executive II ; LC-Client Relations Department '' who I have not heard back from in over a month after the Lending company forwarded my letter over to her to help me get resolution on the issue. There is a document of the police report regarding the theft of my check that was sent to Loancare as well. I spoke to an XXXX, XXXX, XXXX and 3 other rep 's since yesterday who have not solved the issue or returned my calls. The money was stolen from Loancare and as I understand they need to pursue getting the money back from the person that stole and deposited the funds to their own account, that has nothing to do with the fact that they still owe me the overpayment in escrow fees for my supplemental taxes that are now past due as of XXXX-2017 because I was told the money being refunded was the money they collected to pay them for me and never did. I have done all the research for them to find the person that stole the money, where they deposited the funds ( XXXX XXXX ) and opened the fraud case with that company and gave that info over to XXXX as well. I have made phone calls and emails to XXXX XXXX multiple times since XXXX-2017 with no response from her to date. The rep I spoke to today stated I needed to wait 90 days for them to finalize their investigation but I 've waited since XXXX-2017 and been given false information from multiple rep 's of where my money is at or when it would be delivered to me. They wo n't allow me to speak to anyone other than a customer service rep or a customer service supervisor which neither can help me in the process. They continually place me on hold, tell me they will call me back when they never do and I 've lost an estimated 80+ hours of work time due to working on this issue with still no resolution. I am owed {$3400.00} from Loancare that they have not delivered to me.
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| 05/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have made multiple phone calls regarding deferment XX/XX/XXXX - I spoke with XXXX regarding Loan Modification and I was told that the new APR would be around 2.75 % but the loan will be extended to another 30 years. She confirmed that the forbearance ends XX/XX/XXXX.
XX/XX/XXXX - I spoke with XXXX who told me I need to sign the expense statement and provide a copy of most recent paystubs within 30 days XX/XX/XXXX - I spoke with XXXX. We discussed the OPTION of DEFERMENT as I DECLINED the loan modification that was sent to me because the APR is STILL > 4 % plus the loan is now 40 years. IT DOESN'T make any sense whatsoever. XXXX confirmed that the forbearance ends XX/XX/XXXX XXXX - I spoke with XXXX. he said there are no other notes in the system. He said he will escalate the situation to a supervisor and to call next week to follow-up XX/XX/XXXX - I spoke with XXXX who said EVERYTHING IS SUBMITTED but there is no decision yet and they haven't reached final terms. He confirmed that the forbearance ends XX/XX/XXXX XXXX - I spoke with XXXX who transferred the call to XXXX. She said the case has been escalated on XX/XX/XXXX for deferment review but the case is closed XX/XX/XXXX. She was not able to find out why. She couldn't get a hold of a supervisor so she asked me to call next business day.
XXXX - I spoke with XXXX from loss mitigation who said THERE ARE NO NOTES AT ALL REGARDING DEFERMENT. He " advised '' me to sign the loan medication sent before so they have something in writing that I declined it. I don't understand why when 3 other people before him confirmed that the deferment request has been sent! I asked to be transferred to a supervisor but NO ONE IS AVAILABLE.
Every time I ask to speak with a supervisor no one is available. NO ONE ever called me back to give me update. Their Customer service line doesn't have an option to speak with anyone unless you pick the option for payment with an agent. No one seems to be available to help me and I am getting very anxious since forbearance is ending soon. I can not pay > XXXX at one time to get the account current.
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| 02/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Until recently, my home loan has been serviced by XXXX XXXX. A letter apparently bearing a date of XX/XX/2021, and a signature of " XXXX XXXXExecutive Vice President/Head of Mortgage Operations/Loan Care, LLC '' purports to inform me that servicing of the loan will transfer to LoanCare , LLC, and states : 1. " Beginning XX/XX/2021, your home loan will transfer to LoanCare. '' 2. " If you have any questions about this transfer for either XXXX XXXX or LoanCare, please don't hesitate to contact us. '' and goes on to list a telephone number and partial web site address for LoanCare.
3. " Should you have questions, please reach out to [ ... ] LoanCare on or after XX/XX/2021. '' On XX/XX/2021, I attempted to contact LoanCare by telephone at the telephone number provided in the XXXX letter of XX/XX/2021, to ask questions about the transfer. LoanCare 's automated telephone system played numerous recorded messages, but offered no way to reach a customer service agent. Moreover, LoanCare 's automated telephone system mentioned a date of XX/XX/2021 on which information about my account would be available by telephone and via online access. This date is different from the date mentioned in the XXXX letter of XX/XX/2021.
On XX/XX/2021, I attempted to access LoanCare 's web site at the address furnished in the XXXX letter of XX/XX/2021. When I sought to create an account, LoanCare 's web site did not appear to recognize my Social Security number, which is the Social Security number associated with the loan by the previous servicer, XXXX XXXX. However, another part of LoanCare 's web site appeared to recognize the loan number assigned by XXXX XXXX, along with a fragment of my Social Security number, and informed me that information about my loan would be available on XX/XX/2021. This date is different from both the date mentioned by LoanCare 's automated telephone system on which information about my account was to be available, and the date after which the XXXX letter of XX/XX/2021 instructed me that inquiries about the loan should be made to LoanCare and invited such inquires.
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| 06/07/2023 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX my mortgage was not withdrawn automatically as it had been since coming out of forebearance. I attempted to pay online but the system erroneously stated that I was more than 30 days delinquent and I could not pay online. I called and talked to a representative that helped post the payment and change the payment account to mine from my daughters for autopay starting in XXXX. I did this because my daughter is young and has XXXX XXXX XXXX and I didnt want her to have to worry about this. Thankfully I did because this month they have made this same false claim. This time stating that I was delinquent from the XX/XX/XXXX payment. Considering calling them was ineffective last month I posted the payment under bill pay from my checking account.
This mortgage company has been harassing me in regards to insurance repairs from the XXXX floods. I had an inspection that passed at 100 % yet they constantly mail me letters stating that I havent completed the inspections.
They went as far as to contact MSHDA who paid my forebearance and lied to them stating I havent completed the repairs but the MSHDA representative stated they confirmed my inspection passed at 100 %. Additionally, they sent me a letter to sign & notorize indemnifying them should any lawsuits arise in XXXX of XXXX. My daughter & I signed this letter, notorized it and mailed it in. I never received confirmation of their receipt.
Nevertheless, they continually call me and send letters so I wrote them a letter respectfully requesting they stop harassing me over resolved matters regarding the insurance claim. Not only did they not respond to that letter they are continually harassing me and have now upgraded to lying about my mortgage being delinquent.
I am a XXXX woman and the stress this has caused in my life is immeasurable. I pay my mortgage every month and passed my inspection at 100 %.
They should not be allowed to treat people this way. It seems to me they just want to take my house because the value has doubled and they could make more money from repossession and future sale and that despicable!
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| 12/21/2019 |
Yes |
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- Trouble during payment process
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Web |
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This is a official complain against Loan Care Address : XXXX XXXX XXXX XXXX PA XXXX Mortgage # XXXX My mortgage was sold to Loan care the mortgage was transferred from XXXX after they went bankrupt. I still haven't received any letter on time when my mortgage is due letter received 2-3 day before payment is due. Loan Care want me to pay 2 payments in one month out of any reason and refuse to provide answer why need to be payd 2payments. Just for the record I do not have missing payment According to letter from XXXX I receive mortgage payment will be the same no changes to escrow, monthly payment or home insurance will be made from Loan Care all will be the same. Loan Care recalculates my mortgage payment out of any reason. My monthly payment w/XXXX was US $ XXXX.The payment w/Loan Care need to be the same. This company asks me to pay US {$1300.00} monthly no letter is received why. I pay the US {$1200.00} each month to Loan Care and still to pay the same payment every month after mortgage is sold to Loan Care.
After I make complain to CFPB they refuse to provide letter and provide clear answer why my payment will be different. I believe that this company breaks the low. After I made complain against LoanCare on CFPB now they send me letter and tell me that my escrow is shortage. For sure they delay to posting payment on time to my account probably they fail to make payment on time to properly taxes and insurance all together. I am writing to bring to your attention a serious issue This company need to provide How much will be my monthly payment, need to provide information about escrow, taxes insuranceI am very disappointment and will report this company to attorney general and will ask other Government agency FHA I will contact to NJ Division of consumer affair, FCCA US Department of housing HUD Federal Reserve My taxes escrow need to be review taxes. I do not want to be consumer on this worst company. This company breaks the law. I can't say enough bad things about my experience. I had a very difficult time with loan care. I need help to get out from Loan Care XXXX
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| 03/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company XXXX Loancare required that I have mortgage insurance until my home was at 80 % loan to value. I live in XXXX, CO where home values have gone up considerably over the past year. In XXXX of 2021, I contacted XXXX Loancare and requested my mortgage insurance be cancelled. I was sent a denial letter on XX/XX/XXXX stating my home was by them at 85 % loan to value. There was no disclosure as to how they arrived at that number.
Prior to the denial letter, in early XX/XX/2021, I submitted a comparable home sales report from a Broker named XXXX XXXX with XXXX that showed my home was valued at {$520000.00}. My mortgage balance was XXXX so I only needed the home to be valued at {$460000.00} to have the PMI dropped. In the denial letter they stated that I needed to pay them {$150.00} so they could hire their own Broker to assess the property value. They have access to home sales through their own software and the county assessor why did they need a 3rd party? In XX/XX/2021, having made several calls to the company and receiving three more denial letters, I paid the {$150.00} fee and a broker they hired came out. They recommended the removal of the PMI and provided comparable home sales in the area that far exceeded the value my home had been assessed.
This indicated to me that the insurance coverage placed on my home had been unnecessary for at least six months. I have requested and demanded a refund of the unearned premium of {$220.00} per month for the past 6 months from XX/XX/2021 to XX/XX/2021 and the {$150.00} fee should be refunded as well totalling {$1400.00}.
I have already made this request with their representative XXXX XXXX and have received no response. My loan number is XXXX Her email is XXXX I might add that when making the request to have my home value reviewed, even XXXX Loancare 's website provided an assessed value above {$500000.00} for my home so clearly they had the ability to see the value of my home and yet continued to charge me premiums for an insurance that's only priority is to guard against the losses of the mortgage company.
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| 08/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX Escrow Analysis Date from XXXX XXXX. XXXX of {$71.00} identified. If escrow shortage payment was made, new payment amount would be XXXX. If payment was spread, payment would be XXXX effective XX/XX/XXXX.
XX/XX/XXXX Letter date from XXXX XXXX - Notice of Servicing Transfer received effective XXXX.
XX/XX/XXXX Escrow payment made of {$71.00}. I sent it to XXXX XXXX based on the instructions on the Escrow Shortage Remittance Form with a note it was an escrow payment. It was received by XXXX XXXX, who transferred the funds to XXXX XXXX.
XX/XX/XXXX XXXX XXXX received the escrow payment and applied it to principal on XX/XX/XXXX.
XX/XX/XXXX I paid {$720.00} to XXXX XXXX, thinking the extra would go to principal. I was expecting the extra to be {$12.00} XX/XX/XXXX XXXX XXXX generated a monthly billing statement XX/XX/XXXX Upon receipt of the statement, it was reflected that the payment amount was {$710.00}. I contacted the Customer Service team at XXXX who said they would reverse my payment of XXXX and correctly reapply it as an escrow payment. Then they would reverse my XXXX payment and reapply my payment of {$720.00} correctly to allocate the additional to principal.
XX/XX/XXXX XXXX XXXX generated a monthly statement.
XX/XX/XXXX Upon receipt of the statement, it did not indicate any of the actions had been made as discussed on XX/XX/XXXX. I spoke with XXXX at the above number and she said not to worry about it... they were going to run a new escrow analysis in XXXX. I said I am not going to pay another escrow shortage. And you shouldn't be charging me a higher payment amount when I made the payment as instructed on my analysis. XXXX XXXX agreed to reverse the payment and reapply it to escrow, but would not change my monthly payment to the agreed payment of {$710.00}.
XXXX XXXX would then blame Equity Resources for not sharing analysis data and when approaching Equity Resources on XX/XX/XXXX with XXXX claimed that XXXX XXXX was not factual. However, they had sent me a letter on XXXX that indicated they transferred my loan at the wrong payment amount.
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| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I sent the following letter to MyLoancare : ( Start of Letter to MyLoancare ) Hello, My loan Number : XXXX. I phoned you in early XXXX to enquire about how I should address making a lump-sum payment to be applied to my Mortgage Principal. Receiving your instructions I had a Certified Bank check for {$80000.00} drawn on my account and mailed to you, marked APPLY THIS SUM TO MY LOAN PRINCIPAL. I mailed it on XX/XX/XXXX and you received it, and my funds were withdrawn from my Bank account on XX/XX/XXXX.
I received my XXXX Month-End Statement and saw my mortgage Principal did not reflect these $ XXXX of funds. I called you on XX/XX/XXXX and was told you must have had some processing delays, but funds were received and should be reflected on my next Statement. I received the XXXX statement and I see there is {$80000.00} shown as Unapplied Balance. I continue to make my regular payment of {$2500.00}.
I called XXXX XX/XX/XXXX and also on XX/XX/XXXX as I believe you are using my {$80000.00} as float and not applying it to my principal. I should be entitled to at minimum. a rebate of my loan interest rate of 2.75 % for the time you have had use of my money and not applied it to my Principal. You received funds on XX/XX/XXXX, as of my Statement on XX/XX/XXXX, you still did not apply my $ XXXX to my principal. This is not right! I can supply documentation from my Bank and from your Monthly Statements to validate all that has transpired as far as transfer of funds and dates.
You had $ XXXX for 6 weeks time without applying per my original instruction. My interest rate on loan is 2.75 %, therefore I need you credit me {$250.00} towards my principal or send me a check for that amount. ( End of letter to MyLoancare ) At MyLoancare 's advice on a call ( XX/XX/XXXX ) I sent the fore-mentioned letter and received a Ticket # XXXX, as a point of reference to making follow-up calls, and to acknowledge my issue.
.
Today 's date is XX/XX/XXXX and after I called again to MYLoancare, I am writing this as a complaint to CFPB.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX
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| 07/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I contacted LoanCare and spoke with XXXX to determine why my payment was reporting as late. It was determined that the loan payment had been increased by {$120.00}, which resulted in the payment of {$1100.00} being applied to principle, rather than as a monthly payment. I made the additional payment of {$120.00} and was told the payment of {$1100.00} would be backed off and properly applied. On XX/XX/XXXX, I spoke with XXXX to check the status of the correction, and was advised that it would be 3-4 more days for the payment to be corrected. I called back on XX/XX/XXXX and spoke with XXXX, who escalated the payment correction for a 3rd time, and to call back on Wednesday to make sure the payment was corrected. I called on XX/XX/XXXX, and spoke with XXXX, who then transferred me to a supervisor named XXXX. XXXX promised me that the issue would be rectified by Friday ( XX/XX/XXXX ) and promised a call back. On Monday, I had still not heard from XXXX, so I called back on XX/XX/XXXX and was forced to request a callback, as XXXX was not available, and there were no other supervisors to speak with. I was called back by XXXX ( agent ID : XXXX/ direct phone : XXXX ). XXXX advised at that time that he was unsure why XXXX would have provided me with a timeline of XX/XX/XXXX for issue to be rectified, as it clearly stated the issue would be rectified on XX/XX/XXXX. He guaranteed me that the issue would be rectified by XX/XX/XXXX, and also guaranteed a call back. I called XXXX directly on XX/XX/XXXX, as the issue had not yet been taken care of and I did not hear from him. I left a voicemail and never heard back. I called back on XXXX, as my loan was now reporting as 30 days past due, and spoke with a supervisor named XXXX. XXXX stated it would be another 3 business days for the loan to be rectified, and that the loan had already been reported to the credit bureaus as derogatory. After pleading to have the issue rectified, XXXX stated she was transferring me to another member of management, where I waited on hold for over an hour and eventually had to hang up.
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| 07/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX I submitted a request ( and {$100.00} ) to have my PMI cancelled on my home mortgage via a Broker 's Price Opinion ( BPO ). The lender is LoanCare XXXX XXXX XXXX, XXXX XXXX, VA XXXX. XXXX. We brought the house on a short sale in XX/XX/XXXX for {$270000.00}. The house was in need of significant interior work. The house had a reverse mortgage on it from the previous owner of {$470000.00} at the time we closed on the house. We have performed all the necessary work and extensive upgrades to the property. We've on several occasions with real estate experts inquired about the current value of the home. Using the latest comparable 's in the immediate neighborhood from two different brokers, they estimated we should go to market at {$370000.00}, well in excess of the necessary value to have the PMI release from our loan. The broker chosen by the lender, came to our house on Sunday, XX/XX/XXXX. On Wednesday, XX/XX/XXXX, the broker called me to give me advanced notice the the lender was going to reject my request. The broker arrived at a value base on his comparable 's of {$350000.00}. He informed me the lender did a in-house quality review process and lower the BPO value to {$300000.00}. That value is clearly to meet their predetermined desired outcome. I've reviewed in detail the final BPO. The comparable 's they used are not in similar neighborhoods. I believe this is pure fraud on the lenders part to manipulate the numbers. I could request a full appraisal of the property, but once again the lender chooses the appraiser of which I have no confidence that it would be a fair appraisal with adjustments to achieve the lenders desired outcome. The house directly across the street sold for {$320000.00} with the original XXXX kitchen and XXXX sq. ft. Our house has been remodeled throughout with a new/remodeled kitchen and floors. The subject property is XXXX sq. ft, using simple math that would equate to a value of {$340000.00}. That value is not considering the {$20000.00} renovation for the kitchen. They can't really believe the BPO value is {$300000.00}.
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| 06/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing this letter on behalf of my wife who has XXXX and can no longer deal with this company. She has XXXX through the roof, loss of sleep and numerous other health issues trying to resolve this matter. Last year ( XX/XX/2019 ) she received a notice from the current servicer ( XXXX ) that servicing rights were going to be switched to LoanCare LLC. Effective date would be XX/XX/2019. She had already made her XX/XX/2019 ( actual paid date XX/XX/2019 ) payment to XXXX. So starting XX/XX/2019 ( actual paid date XX/XX/2019 ) she send her payment to LoanCare LLC as directed by the letter she received from XXXX. LoanCare LLC has to this day insisted that they have not received it. They have been sending her late notices for the past year and most recently they are now telling her that shi is now 2 payments late. We have called them every month since last XXXX explaining and sending them documentation from her bank account showing the payments were send and who they were sent to. We have spoken with countless customer representatives and supervisors with whom none of them have been able to locate her missing payment. We have also done a 3 way call with her XXXX XXXX XXXX representative and LoanCare LLC and they still cant find our payment. We've even had them hang up on us as we have been kind of rude as they have accused us of lying to them. We are at our wits end with trying to prove something that should not be our problem. We did not ask for my mortgage servicer to be changed and it's not her fault that they misplaced her payment. As a side note, I looked on the internet for reviews of LoanCare LLC and needless to say their customer service is terrible. I hate to see what her credit report looks like since all this started. This is not right. These servicing companies should not be able to ruin someone's credit just because they have poor accounting programs that can't locate extra money that has been sitting in their account for the past year. I simply do not understand and do not know where to turn for help. Until we learned about you. Please help us!
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| 08/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Please consider this correspondence to be formal notice that our mutual client is hereby submitting a complaint of the denial of loan modification because your company failed to evaluate this borrower for all loss mitigation options available in violation of Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ). The communication from the lender is not clear or accurate - we have been speaking with the lender since XX/XX/XXXX - we were advised on this date the file was with the underwriters and nothing was being requested for the review - on XX/XX/XXXX we were advised the review was denied due to missing items and that the client has a buyer for the property - this was not the case and the lender was never told about a buyer for the property - the client simply asked for a payoff statement for informational purposes. At this time we requested updated docs from the client for a new review to be completed since the lender closed out the previous review due to the Payoff being requested. The lender has refused the new application that was submitted to there office 3 times since XX/XX/XXXX the latest being on XX/XX/XXXX- when we called to follow up to ensure all information was received, we were advised they are not reviewing this file due to the previous denial in XXXX due to affordability ( this was NEVER discussed ) we were told there would be no appeal period or review for this client as he can afford the payment. We requested a supervisor, we were transfered to a rep named ( XXXX ) this Rep should not be working for your company - when we explained to her the situation, her response was ( SO WHAT DO YOU WANT ME TO DO ABOUT IT ) - I explained again the situation and requested this file to be reviewed properly since the package was received more than 30 days prior to the sale date of XX/XX/XXXX - the " supervisor-XXXX '' said just a minute let me get someone else to help you - We were HUNG up on - this is unacceptable under any circumstances and the review of this file should be completed per RESPA guidelines and Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ).
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| 05/17/2017 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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I currently have a mortgage that is serviced by LoanCare LLC ( LC ). They have been servicing my loan for just over 1 year. Since the beginning of the contract, I have always had my monthly payments set up as an auto withdraw from my bank account on the XXXX of every month, as contracted with LC. I have also checked each month to make sure these payments have been made. My XXXX XXXX payment was confirmed via email by LC as being received by them on XXXX XXXX XXXX . In XXXX , I noticed that I was charged a late fee for the XXXX payment, which then triggered a delinquent mark on my credit report. I had another late fee charged the following month due to an error made when LC tried to remove the 1st one , but instead added a second fee. Both late fees were removed on XXXX XXXX XXXX . Each time I email LC , they respond with the same automated message. ( see attached ) I first contacted LC on XXXX XXXX XXXX . I was told that LC will make an inquiry on my behalf and email me a confirmation ticket number for this inquiry. That ticket number never came. I made a follow up call and sent an email in XXXX and was told the same thing again, with no ticket number following. On XXXX XXXX XXXX , I again emailed and called LC and the customer service agent put in the actual inquiry at that time for me because the ticket number never came. In the process of refinancing my home in XXXX , I was told that the delinquent mark was still showing on my credit report and I was denied loan approval. On XXXX XXXX XXXX , I emailed LC again requesting the delinquent credit mark be removed. There was no response from LC. After being denied again with another mortgage lender, this lender and I called LC again on XXXX XXXX XXXX to check the status. We were told that LC had not received any emails that I previously sent. I asked to talk to a supervisor and when that person came on the line, I was told they would send my request personally " to the appropriate department ''. The matter is still not fixed as of today 's date.
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| 11/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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I received a notice in XXXX from my lender LoanCare stating I would need flood insurance. This caught me by surprise since no one in my neighborhood had received any kind of notice from their lenders. I have multiple family members that live in the surrounding houses. I called LoanCare and let rep know that I would like a copy of the map used to identify my home in a flood zone. I asked what I would need to provide the company to remove food insurance from my mom if I was indeed not in the flood zone. The rep said just a mas showing I was not in the zone. I located my property on the FEMA website and again it showed I was not in the flood zone. I then then received the map from the lender again showing I was not in the flood zone. I called the lender and talked to a different rep about the flood insurance at this point the lender had already placed forced insurance on my loan which I was not happy about since the map sent to me by the lender showed I wasn't in the flood zone. I called lender and talked to someone saying I needed call FEMA directly to get a statement from them. I called FEMA and they said it would be up to the lender to remove the flood insurance and I could submit an application to get an exact map since maps pulled from lenders are only approximate. I called the lender and gave them the info I received from FEMA. At this point my property taxes were due XX/XX/XXXX but of course there are not enough funds in the escrows to cover this. I explained how I was frustrated due to the fact that everyone had given incorrect information about everything. The rep then asked me to call FEMA again and said I would need a statement from them saying I was not in the flood zone and if I was able to get the statement same day they could request the flood insurance to be removed same day. I called FEMA once again and the rep was super helpful and said I would need to submit the application to pinpoint my location for the flood zone but that could take any between 45-60 days which at that point my current lender would have placed the forced insurance anyway.
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| 01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX a payment in the amount of XXXX was submitted through bill pay on the XXXX XXXX XXXX website. LoanCare never received this payment and proceeded to inform me by phone calls that this was not received. After contacting LoanCare representatives countless times it was established that they needed a transmittal number from XXXX XXXX XXXX in order to confirm that this payment was sent. The correct documentation needed to resolve this issue was sent by myself after receiving a document from XXXX XXXX XXXX by fax. This information was emailed to XXXX on XX/XX/XXXX. I then received a confirmation email on XX/XX/XXXX stating : The payment was applied to your account on XX/XX/XXXX, but back dated to XX/XX/XXXX.
Your request has been resolved and this ticket has been closed.
Please do not respond to this e-mail. Sending multiple e-mails may increase the time it takes to process your request.
Need to talk? You can reach our Customer Service Department at any time during normal business hours for further assistance. Were here Monday-Friday XXXX XXXX XXXX. Eastern Time, and Saturday XXXX XXXX XXXX
Submit escalated payment inquiries and documentation via email to XXXX or via fax to XXXX.
Thank you, Customer Service Department NMLS # XXXXbeen closedthe timeDepartment atXXXX
Then I received a letter in the mail on XX/XX/XXXX stating that the payment was returned to me by sending a check to bill pay at XXXX XXXX XXXX on XX/XX/XXXX and that I am suppose to remit this payment back to LoanCare. I called LoanCare once again to understand the reasoning for reopening this and I was told the payment wasnt processed. I called XXXX XXXX XXXX to understand why I dont see a credit reflecting the amount of {$820.00} in my account but was offered with the explanation that they would have to look into this and call me back. I am now going through this again after having been told this was resolved on XX/XX/XXXX.
I have never missed a payment and all my efforts to resolve this are being subverted by poor management and policies from both these institutions.
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| 09/04/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/XXXX my refinance loan was funded by XXXX in the amount of $ XXXX.
I had a conventional mortgage plus a down payment assistance loan that I was refinancing. The down payment assistance loan was for $ XXXX plus 3 %. The loan was for 30 years with full payment due then or sooner, if I refinanced or sold the condo. I took out the original loan XX/XX/XXXX of XXXX.
The company that bought my mortgage in XXXX is XXXX. Loancare had origially sent an incorrect payout amount for my down payment assistant loan. They received and accepted the payout for the conventional loan on XX/XX/XXXX. However, Loancare rejected and sent back the money for the down payment loan on XX/XX/XXXX. Loancare called my title company, XXXX XXXX, saying that Loancare had made a mistake, that the first time home buyer loan payout was short over {$15000.00}. What happened was that Loancare subtracted the 3 % from the principal of $ XXXX instead of adding it. They sent a payout letter asking for just over $ XXXX instead of just over $ XXXX. They also said that I needed to pay them by the first business day of the next week. I checked their math, and found that Loancare was adding daily interest beyond XX/XX/XXXX. I told the title company and Loancare that they needed to fix that. I was not liable for interest added after Loancare 's mistake. Loancare sent another payout letter to the title company. It was wrong again, this time the letter had the original mistake plus the daily interest.
This back and forth has been going on ever since. Today is XX/XX/XXXX. Even the legal department at the title company has told me to get a lawyer. I have since paid Loancare $ XXXX to principal in the hopes that that would force Loancare to redo their math. I was hoping they would get it right. Nope ; Loan care has sent XXXX XXXX title a payout letter stating that I owe them $ XXXX, a principal amount of $ XXXX minus 3 % instead of $ XXXX plus 3 % for six years, then minus $ XXXX principal for a total of about $ XXXX.
I am trying to pay what I owe. I have been trying to fix this for MONTHS!
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| 09/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I called LoanCare ( XXXX ) XXXX and spoke with XXXX in the Loss Litigation department on XX/XX/2021 and requested again to be processed for a Streamline Payment Deferral Plan.
XXXX confirmed I qualify for this program.
My account is current and active but she could not process my request based on the advice of her supervisor XXXX.
I was transferred to the Loss Litigation Escalation department and spoke Supervisor XXXX in the XXXX office.
He also confirmed that I qualify for a Streamline Payment Deferral Plan but because I owe more than 18 months my request was being denied.
I advised XXXX I respectfully disagree with the denial because I have been requesting a payment deferral for months and their delay in a proper process has added avoidable debt/months to my account.
Had they processed my deferral like they promised me back on XX/XX/2021 I would not owe more than 18 months.
I advised XXXX I have been requesting a payment deferral verbally and in writing for months. On XX/XX/2021 I spoke with XXXX XXXX employee number XXXX and she too qualified me for a payment deferral and she calculated {$40000.00} that was going to be deferred. She even sent me an email with a quick note of the dollar amount I was going to be short in taxes for 2022 year in the amount of {$580.00}. ( see attachment 1 ) Ultimately, XXXX did agreed with me that I should be provided a deferral plan but still he did not complete my request to close the modification and place a payment deferral request. He instead promised to send an Escalation review request email as Urgent and promised a response back via phone by a supervisor from his department no later than next Tuesday.
I complain that Loancare failed to send my deferral documents as promised to me over the phone on XX/XX/2021 thus pushing me more in debt.
I complain Loancare has failed to streamline my request today for a payment deferral even after I brought to light their continued bogus denial and instead is choosing to intentionally delay my request by promising me a call back no later then next Tuesday.
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| 04/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello and good day, I have several issues with my mortgage company # 1 I have written a letter to them to cancel PMI, have never missed a payment or been late in going on 4 years, they said I have to pay them XXXX dollars to remove it and my loan is below 70 % of the original value of the loan under the homeowners protection act it should have been terminate automatically and have called them also, no action has been taken to remove it, I just got hurricane windows and doors put in the house and have been remolding the house inside and outside ( painting, wood work, etc. ) fixing it up due to the condition when i purchased it. # 2 I have to carry flood insurance due to a 100 year flood zone where the house is, they hold escrow and never pay the insurance on time, this past year I called them 2 times in XXXX when it was due 2 times in XXXX and again 2 times in XXXX with no response from them or from the agent who writes my policy so I took it upon myself and found a new agent and company to get me a new policy ( flood ) and they the mortgage company fined me {$300.00} dollars for them not paying my flood insurance on time, they hold the escrow money and did not do their job, now is this fair? They will not return the money, or remove the escrow from the account even though I have paid the bill in full out of my own pocket and wish to each year due to the fact they never pay the bill on time and never contact me telling me they are unable to pay it or contact the insurance company who provides the policy. I have been going through this every year since i purchased this property and have to call every year making it a big hassle for me since I work 6 days a week and should not have to check up on them to do their job. But every year they never pay the bill and get me a new policy costing 4 times what i pay and then I have to struggle to get it taken off!!! All i want to do is pay for it myself and they refuse to take it off my mortgage and allow me to pay it myself even thou I did it this year due to a breach of contract on their part!! Please help
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| 08/12/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Refinance my home loan with a new mortgage company XX/XX/XXXX. First payment due to the new mortgage company was XX/XX/XXXX for the amount of {$2.00}, XXXX. XX/XX/XXXX, my monthly payment changed to {$2000.00}. My mortgage payments are set to be paid automatically through my bank, so when I checked the account on the mortgage company website and saw the change, I paid the difference of {$7.00} difference to make sure I paid the full amount. I called the mortgage to inquire why the increase, and they informed me my my home owners insurance increased that's the reason why. The escrow account will be below that threshold. I asked if I pay the difference outright will my monthly payments go back to {$2000.00} they told me yes, so I paid {$46.00} shortage.
Now I adjusted my autopay through my bank for the XX/XX/XXXX mortgage payment, just in case, and I was right it did not go back to {$2000.00}, it stayed at {$2000.00}. Thinking it may take longer to correct, I changed my autopay for XX/XX/XXXX, back to {$2000.00} ... well it didn't. Called the mortgage company again and they said it will not change, so they lied initially.
Time for XX/XX/XXXX payment, {$2000.00}. was paid by my bank. I checked the mortgage company website and my payment changed again, it's now {$2000.00}. Called again and the reason this time was, they paid the taxes in XXXX and the escrow account was short again, so I paid an additional {$210.00}.
Received a letter from the mortgage company dated XX/XX/XXXX, the annual escrow statement, it had my NEW MONTHLY MORTGAGE PAYMENT SET FOR {$2600.00}.
Ridiculous! My mortgage payment before I refinanced with this company was a little over {$2200.00}. The idea for a refinance is to lower your mortgage payment, not to pay an additional {$490.00}. When I called the mortgage and ask commented that the calculation for the escrow was to be done in the beginning to avoid this, he stated they made a mistake with the calculation. They will take no action. I am not paying for their mistake. Please help. I have all documents needed. Thank you.
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| 01/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This saga started in XX/XX/XXXX, when I called LoanCare to determine the amount of refund we should expect from our Borrower-paid Single-premium PMI policy if we refinanced our loan and paid off the balance serviced by LoanCare. It took several calls to get any kind of answer, and then they told me I had to call the actual insurance company to get that amount. I called that company, and they laughed at me. " You are not our customer. We will only talk to LoanCare. '' Subsequent to the XX/XX/XXXX payoff of our loan via that refinancing, LoanCare is refusing to respond to repeated inquiries about the status of the refund of the unearned premiums due us from our single-premium borrower-paid PMI policy. This is in direct violation of the Homeowners Protection Act of 1998. Here is the specific language from the HPA : " After informing the mortgage insurer of cancellation or termination, you must send notice to the borrower that you canceled or terminated PMI. You must send this notice not later than 30 days after you have canceled or terminated PMI. The mortgage insurer then has 30 days to return any unearned premiums to you. You, in turn, have 45 days to return the unearned premiums to the borrower. '' No notice has been sent by LoanCare, and they are refusing to acknowledge that they have any obligations to do so.
Multiple emails ( attached below ) were ignored, and when I finally reached " XXXX '' by phone ( on XX/XX/XXXX ), she clearly didn't understand what a single-premium PMI policy is ( despite being in LoanCare 's " insurance '' group ). After first telling me that we received a " PMI refund '' as part of our escrow refund ( which we did not ), she put me on hold again -- returning to tell me that there is no refund due for our policy. I asked for documentation for why that is the case, and she promised that I would be receiving that by COB.
Crickets. Based on the fact that multiple previous interactions have resulted in zero response, I am confident that LoanCare believes they can continue to avoid their responsibilities in this matter.
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| 09/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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Web |
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XX/XX/2023, our mortgage company, XXXX, sold to XXXX XXXX XXXX LoanCare LLC . I made my payment on XXXX, with the pay by phone option, with XXXX XXXX. After several days of it not clearing my bank account, I called to see what happened. The rep I spoke with said it was returned for NSF, and we were charged a {$25.00} fee. I told her that is incorrect, that the funds are still there waiting to be taken out. She said we will try again and she cancelled the NSF fee. After several days of it not clearing my bank, we received a letter from the company stating the payment didn't go thru. So my husband called them on XX/XX/2023, to see what was going on. The rep he spoke with asked for the checking acct number to verify it. Our checking acct number begins with XXXX zeroes. The rep said that the zeroes should not matter, and he didn't want to try taking the money out again, so my husband put him on a three way call with our bank. The person at our bank explained to the mortgage rep, that yes, the XXXX zeroes needed to put in their system for the money to properly go through. The rep supposedly put in the correct checking acct number at that time. The same rep also told my husband that if this happens again, we may be locked out of our account for 6 months. Also, he told my husband we would be charged a {$25.00} fee. We called the mortgage company back that night and had a very long and detailed argument with their rep, who pretty much told us because WE didn't give THEM the correct account number, that it is our fault, and we are responsible for the {$25.00} fee. With us being new customers with them, this is so very disappointing, and the reviews of LoanCare LLC, are so bad and very similar with what we're going through. I asked the rep several times how we could be at fault, with us being new customers, and that they should have made sure to have the correct info. She was persistent in stating it was our fault and that they would not be removing the {$25.00} fee. Please help, if they're doing this to us, how many others are they doing this to??????
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| 04/06/2018 |
Yes |
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- Trouble during payment process
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Web |
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I purchased a new home in XX/XX/XXXX. My mortgage was immediately sold, as is usual, to a company I had never heard of - LoanCare , LLC. I paid them normally and as expected until XX/XX/XXXX. Then I received a statement from them, dated XX/XX/XXXX, stating that my Escrow account was in a negative by $ XXXX. This negative account amount meant my monthly mortgage needed to raise by {$350.00} to have enough in it to cover taxes again by XXXX, XXXX. According to their own statements, it was because my county taxes were paid in XX/XX/XXXX for an amount of {$2700.00} even though the projected amount to that point had been {$1000.00}, and the bill they received from the county tax office was only {$910.00}. The tax office refunded the overage, LoanCare 's website and statements show they have received that refund and my new Escrow account estimate was changed to reflect that and is no longer in a negative ; however, since they are still " projecting '' a tax amount of {$2700.00} again for this year they are still raising my monthly mortgage to cover the projected amount. I have an email from the Tax Assessor 's office stating that the mortgage company paid more than they were billed for - that they paid the 6 % rate for a secondary property instead of the 4 % rate of primary residence that I was actually charged for. The mortgage company agrees that they have that information, but because the previous owners rented the property out and were charged the 6 % rate, they are projecting that I will be charged that even though they admit to having all the documentation needed to see that I should not be charged that amount this year and they overpaid and were refunded that amount for last year. I have emailed and called LoanCare several times. Every call was recorded by their office. I can not afford the raised mortgage amount and there does not seem to be any reason for it to have increased in any way. I do not believe that what they are doing is legal, or at least ethical. Any assistance on this issue will be appreciated.
Thank you, XXXX XXXX XXXX XXXX
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| 08/24/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have a loan currently held by XXXX, who purchased the Loan from XXXX. My mortgage has never been late and is consistently paid XXXX months in advance, but the escrow is now in discrepancy for over {$1400.00}. Let it be known that insurance and taxes are figured into the monthly loan amount.
XXXX bought the loan from XXXX taking it over in XXXX of this year. In early XXXX I received a check from XXXX for about {$240.00} for an overage in my escrow account. I did n't cash it because later that month I received a letter of demand from the town demanding payment for a year of unpaid property taxes ; there was an obvious error and I did not want to compound it. I got in touch with the town to confirm they had n't received the taxes and then contacted XXXX to resolve the issue. XXXX paid the town taxes. I then received a letter from XXXX stating that my escrow account has a shortage {$1200.00}. I contacted XXXX to dispute and was told that it was not their issue and I had to take the issue up with XXXX. I contacted XXXX and XXXX stated that they were not responsible because they had the loan serviced by Loancare for a short time, approximately a year. I am currently awaiting a response from Loancare.
The facts are that I have faithfully kept my end of the deal and have also gone above and beyond by staying XXXX months ahead of scheduled payment. The XXXX variables, property tax rate and insurance premiums, have been audited on a regular basis and my mortgage payments were adjusted to keep pace. For this discrepancy to occur my taxes would have to have doubled over the course of a year, they have not. It is striking that the amount that is in discrepancy is the same amount as the property tax payments that were never received by the town. Loancare, XXXX and XXXX have taken no responsibility to make sure all funds, that I have worked for and provided, were properly accounted for, transferred or distributed as they serviced and transferred my loan between themselves. They are now trying to force me to financially compensate for their error/errors.
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| 07/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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{$1400.00} {$2300.00} {$1600.00} {$1200.00} The sums of money listed above are what LOANCARE ( aka XXXX XXXX ) have requested that I pay for the same account Prior to my mortgage moving to XXXX XXXX, my mortgage note was $ XXXX@ 5.6 % interest over 30 years After going through my initial loan modification, I was asked to pay {$1400.00} per month ... which I have done and paid on time for the past 18 months In late XXXX or early XX/XX/2020, I received a notice stating that I have to go through another loan modification because my mortgage is far behind In reading the enclosed documents ( see the attached documents ) I discovered that somewhere on their books they have my CURRENT mortgage payment as being {$2300.00} Secondly, I receive another document from the escrow department stating that my new mortgage payment is {$1600.00} per month and a new loan modification document stating that I pay {$1200.00} per month THINGS I JUST DO NOT UNDERSTAND 1. Why am I just now finding out that my CURRENT mortgage payment is {$2300.00} per month after paying {$1400.00} for the past 18 months??
2. Why is it that NOBODY has inquired about me paying {$1400.00} per month as opposed to {$2300.00} per month thus averaging a shortfall of {$1000.00} a month??
3. Prior to my mortgage being moved to XXXX XXXX my mortgage was $ XXXX@5.6 interest over 30 years How is it possible for a loan modification to jump from {$1300.00} per month to {$2300.00} per month FOR THE SAME TERMS??
4. I have a second mortgage that went through a loan modification My note was {$510.00} per month@ 7.4 % interest with XXXX My new mortgage servicer has requested that I pay {$400.00} per month@ 4.9 % interest This is a PROPER loan modification The so called LOAN MODIFICATION of my primary mortage with XXXX XXXX ... ..MAKES NO SENSE!
I am requesting a remedy to this NIGHTMARE! The enclosed documents gives an account of my experience with this mortgage lender If this is the way this firm treats their customers and produce ridiculous loans, it is best that they close their doors!
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| 12/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I'am writing to request correction of the error described below in regard to the mortgage on my property at XXXX NY XXXX. My servicer was changed without my knowledge, I never received information regarding the change. My payments with my previous servicer was auth drafted monthly from my bank account never any late or delinquencies. I noticed my payment had not come out of my account and I contacted my previous servicer XXXX who informed me my loan was transferred to another servicer and I should wait to receive documentation in the mail. 2 weeks pasted and still no documentation. I again reached out to XXXX end of XXXX to inform them of this and was assured I would not be penalized in way because it takes up to 60 days of the change and I was given the contact number for loan care who I contacted and was told I would receive a package in the mail not to worry they did not have a loan number on file for me because the transfer was still in effect. I finally am able to make payment for XXXX and at that time I set up auto draft from my account. Effective XX/XX/2016 I receive notice the my credit score has dropped more than 80 points and its being reported to the agencies that I am 30 days past due on my mortgage, which I have never been delinquent in any of my credit accounts ever. I made every effort to arrange my payments accordingly and should not be held responsible for the lack of organization and professionalism from the loan servicers to make the needed transfer. My livelihood depends on my credit according to CFPB website consumers are not to penalized for such change when I made my payments on time all to be deducted electronically. I also reached out to my new servicer who was not in any way shape or form helpful with this issue. Your assistance in this matter is greatly appreciated.
Please note that this is not a complete list of all possible errors, such as errors regarding your servicer 's failure to provide accurate information.
Thank You, XXXX, XXXX
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| 03/18/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
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Web |
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This complaint is related to two complaints previously filed.
1. LoanCare failed to credit my account for the payment I made All payments from XX/XX/XXXX to XX/XX/XXXX, were made on time and were received by LoanCare ( See attached proof of payment # XXXX ). LoanCare failed to credit me for my account # XXXX, my payments for the month of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX claiming that these payments were not the correct amount and incorrectly applied these monies to my other account # XXXX ( See attached LoanCare Response dated XXXX ) This happened while LoanCare had no problem applying payments for the month of XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX to my account # XXXX This totally unacceptable. LoanCare added what they claimed missing here to my payoff statement and made me pay extra. The actual loan balance is {$150000.00} according to LoanCare record ( See attached XX/XX/XXXX Statement and XX/XX/XXXX Statement ). Loancare made me pay {$150000.00} ( See attached pay off statement, dated XX/XX/XXXX ). LoanCare must reimburse me the difference IMMEDIATELY.
In LoanCare 's Annual Statement ( see attached ), the beginning loan Balance was {$150000.00}. I have paid {$5200.00}, and the balance is {$150000.00} Why do I have to pay {$150000.00} when the balance is {$150000.00} For convenience, I have provided with this complaint, proofs of payment for both of my accounts # XXXX and # XXXX. With all proofs on hands, it is LoanCare 's responsibility to get my records straight. No more ill-intent, naive pretense is accepted.
LoanCare did this very same thing to me on this # XXXX Loan when I previously sold my property on Loan # XXXX.
On account # XXXX, I demand LoanCare to refund the amount falsely charged immediately.
On account # XXXX, LoanCare still owes me the late fees that were falsely charged. I demand LoanCare to refund this amount immediately.
I demand LoanCare to get their record straight and re-notify the Credit bureau. What LoanCare listed on their response letter dated XX/XX/XXXX, was not completed.
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| 12/06/2019 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
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I purchased a home on XX/XX/2019 in XXXX, Virginia. The mortgage company on the loan was XXXX XXXX. In XX/XX/2019 XXXX XXXX sold the servicing of the loan to LoanCare LLC. The community I live requires an additional real estate property tax referred to as a CDA. This additional tax is paid to the same place as the the usual real estate tax. XXXX XXXX paid the first part of the CDA which was {$790.00} on XX/XX/2019. The remaining {$790.00} due today ( XX/XX/XXXX ) should have been paid by Loancare LLC. Those payments are due on XX/XX/XXXX and XX/XX/XXXX of every year. I called Loancare this morning to ask them if the payment had already been paid. The representative did not know what I was referring to but told me that XXXX should pay it. I called XXXX and the representative there told me that I was the second call he had asking the same question. He informed me that Loancare should pay it since it is included in my mortgage. I called Loancare back and spoke to a representative name XXXX ID # XXXX. He told me that I would have to send him the bill. I asked him if I should send it by fax or email. He said fax but never mentioned it would take 48 hours which seems ridiculous. I faxed the bill and explained to him as well that the bill needed to be paid today. I called Loancare again at XXXX XXXX. to ask if it was paid. the female representative said they had just paid my taxes. I explained to her that this is an additional property tax and should be paid to the same office they paid the other taxes from my escrow account.. she said I would have to email them the bill. i told her I faxed it earlier. She told me that a fax can take up to 48 hours. I told her that the bill had to be paid today and that XXXX didn't tell me a fax could take 48 hours which makes no sense to me. I told her I was going to go ahead and pay it because I didn't want to pay a {$79.00} XXXX late fee. I asked her how long would it take to get my money refunded. She said I would have to send them the information showing it had been paid and the could take 30 days.
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| 02/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In late XX/XX/2020, I accidentally submitted two electronic payments from my bank, XXXX XXXX, to my mortgage servicer, Loan Care ( NMLS # XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX ) The first was the correct payment amount of {$2700.00} and the second added an extra " XXXX '', i.e. {$27000.00}.
When I discovered this I immediately called my bank to see if they could halt or suspend the payment. They attemped to do so and were unable to.
Both payments cleared by bank on XX/XX/2020 and were " GOOD FUNDS ''.
XXXX XXXX suggested I call Loan Care and ask them to refund the 2nd over payment. I did so, and they told me to email a request to " XXXX ''. I did that, and they replied stating that they needed a bank statement. At that time, I had not received the bank statement yet but sent them a 'screen shot '' of my bank portal showing the transaction clearing the bank. That apparently wasn't good enough. They replied with a closed " ticket XXXX ''.
On XX/XX/XXXX, I contacted XXXX XXXX and an agent and I together called Loan Care in an attempt to solve the issue. We were unable to get the issue resolved with the agent, and we asked to be transferred to a supervisor. XXXX XXXX both faxed and emailed documentation that Loan Care requested.
With each question the XXXX XXXX representative and I asked, more obstacles were presented by the agent, couldn't be refunded to the bank, had to be sent by check, takes a minumum of 10 days, fax might not be found, delay delay, etc., etc. To say the process was frustrating was an understatement.
The Supervisor eventually found the information XXXX XXXX sent and started a new " ticket '' number XXXX. At the end of the call, however, we felt that the new ticket would be resolved.
That was 2 and 1/2 weeks ago, and NO communication has come from Loan care. They have refused to return the overpayment. I notified them on the XXXX that if I did not have the refund by XX/XX/XXXX I would be contact the CFPB. That didn't phase them one little bit.
I do hope you can help.
Than you.
XXXX XXXX XXXX
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| 06/10/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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On or about XX/XX/XXXX I applied and received an equity line of credit from XXXX XXXX XXXXfor {$83000.00}. In XX/XX/XXXX I lost my job. I made payments on this account until XX/XX/XXXX. I was not able to find full time employment until XX/XX/XXXX. In the interim my account fell into arrears and was forwarded to collections. In XX/XX/XXXX ( once I became employed again ) I applied and received a mortgage modification with XXXX XXXX. I then contacted XXXX XXXX XXXX. XXXX XXXX had gone bankrupt in XX/XX/XXXX/XX/XX/XXXX. I was told to contact XXXX XXXX, a collection agency, ( XXXX ) XXXX and spoke with a XXXX XXXX XXXX. I agreed to pay {$350.00} per month. In XX/XX/XXXX my account was forwarded to XXXX XXXX XXXX, all the while I am paying the agreed upon amount of {$350.00}, the account was current. My account was with XXXX XXXX XXXX until XX/XX/XXXX when my account was forwarded to LoanCare. My XX/XX/XXXX Payment was returned stating the payment was insufficient. In XX/XX/XXXX I contacted XXXX XXXX XXXX and was informed by rep. XXXX XXXX that my account was {$20000.00} in arrears.
Upon receipt of my XX/XX/XXXX payment rejection I attempted several times to contact LoanCare via telephone ( XXXX ) XXXX and ( XXXX ) XXXX.This occurred during the week of XX/XX/XXXX. If someone did answer the phone I was either transferred to a number that rang that no one answered or the call was disconnected. Later that week I was contacted by XXXX XXXX ( XXXX XXXX XXXX ) and was told the minimum payment that would be accepted would be {$700.00} per month and despite making an agreement with the initial collection agency- XXXX XXXX and never missing a payment my account was even more in arrears than in XX/XX/XXXX.
This communication is sent to complain about this situation and to question what happened to my original agreement with XXXX XXXX XXXX? I have been paying this account for the past 4 years and yet the debt is deepening. I am demanding an answer from Loan Care and I need this answer in writing not a series of disconnected phone calls.
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| 01/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Update to my prior complaint ( XXXX ) - company has still not responded. I was able to determine my payment will rise when my next property tax disbursement is made in XXXX. My prior payment was {$1800.00}, my new payment is {$1600.00}, now my payment will be {$2100.00} unless I pay {$3100.00} in which case my new payment will be {$1900.00}. Pretty clear isn't it? I spent an additional XXXX XXXX on the phone today trying to make heads or tails of this, but still no definitive answer. My property taxes have not changed, my insurance has not changed, the only change is with this mortgage servicer.
Additionally, my property insurance is information is not listed on their website, instead it states : " Your information is outdated and/or we are missing your insurance information. Please update your information. Please note Lender Placed insurance XXXX be effective soon. '' Additionally, a payment from my escrow was made in XXXX for {$3100.00}, which also led to an " escrow advance '' of {$1000.00}. My property tax disbursement should have been {$2800.00} and change. If there is a penalty it should be due and paid by LoanCare, since I had plenty of funds in escrow prior to them sending me {$5300.00} as a refund of overpayment.
This company should not be allowed to purchase large numbers of existing loans unless it can demonstrate it has the infrastructure in place to transition those accounts seamlessly. It has shown a lack of concern for me and other similarly situated. I am concerned as to how this is going to impact the thousands and thousands of other borrowers whose accounts were purchased by Loancare. I'm sure I'm far from unique.
If other consumers received large checks from their mortgage company, they might have assumed these funds were due to them and spent the money. It is quite concerning and will likely lead to defaults and foreclosures. At the very least, their payments will rise considerably when it is time to pay their tax installments.
This problem is much bigger then me. Something needs to be done right away.
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| 12/22/2017 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was sold to Loancare LLC in XX/XX/XXXX. We registered on their website to make the monthly payments via the web. When I tried to make my current payment, although I have fifteen day grace, I realized the company added a {$10.00} fee to my payment. As I read down the page, they started to charge their customers : On or 1-4 days after due date - No Fee 5-9 days after due date - {$5.00} 10-15 days after due date - {$10.00} Our due date is the first of the month and we paid it on XX/XX/XXXX. We have email & receipt confirmation of such, but they did not process/post the payment until XX/XX/XXXX.
This was the first time we had to pay any such fee since our mortgage was sold. Ive made multiple calls to them and have had reps tell me it was a late fee or a service fee. When I would tell them this was a VA loan, they would change it to a processing fee. When I asked why we never had this until this month, they said the info was posted on their site a few months ago. I told them I never received this change in writing, as we have all of our monthly statements from them, the reps said again, it was posted online.
I also asked how they could just change my terms and charge this fee, they would say if its paid before due date, there is no fee. So this is a late fee disguised as a service fee, where they fiddled with the dates to increase the fee to their benefit. The fee was listed as a One Time Draft Fee under a separate section.
When I asked why my payment was not credited as being paid on the eighth, I was told its credited as the day its processed, not when its paid. This is clear violation of the Board of Governors of the Federal Reserve Systems XX/XX/XXXX final rule, that added 226.36 ( c ) to Regulation Z concerning mortgage loan servicing practices. Section 226.36 ( c ) requires loan servicers to credit a payment to a consumer 's loan account as of the date it is received, provided the consumer is not penalized by the delay in posting.
I asked to speak to a manager and was told to submit my complaint in writing.
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| 07/15/2021 |
Yes |
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- Trouble during payment process
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Web |
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I requested and was approved for a Cares Act COVID Forbearance in XX/XX/XXXX. My loan is owned by XXXX XXXX. I called my mortgage company ( XXXX XXXX, serviced by Loancare , LLC ) to set up payment options and resume payments on XX/XX/XXXX. I requested a deferment of amount owed and was told I did not qualify for a deferment and would be required to do a loan modification. I had researched my options and knew I qualified for a deferment and stated I did not want a loan modification. I requested to speak to a supervisor to find out the reason for the deferment denial. I was told a supervisor was unavailable and I could request a call back. I requested a supervisor call me back and I never received a return call. I have subsequently called back on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and have never been able to speak with a supervisor. Each time I have requested a call back from a supervisor and to date I have never received a call back. I have also been given a different story every time I have called and have been given factually inaccurate information, and was told I was not able to speak to a supervisor to get clarification. I was forced to extend my forbearance when I didn't need or want to because Loancare said my request for a deferment needed to go through a 30-day review. That was on XX/XX/XXXX. On XX/XX/XXXX, I reached out to a HUD counselor due to the issues I was having and on XX/XX/XXXX, we called Loancare together to get answers and were also unable to speak with a supervisor. My counselor repeatedly requested to speak to a supervisor and we were told one was unavailable, that the loan modification department was closed and given factually inaccurate information again. It is now XX/XX/XXXX, and I have not had a successful resolution and my extended forbearance now ends on XX/XX/XXXX, and I still have no idea what my options are as I can not get clarification or speak to a supervisor. I have requested my counselor escalate the issue to XXXX XXXX as well. In the meantime, I have resumed making payments.
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| 08/24/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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On XXXX XXXX, 2016 a payment was mailed to LoanCare for my XXXX 2016 mortgage as well as a payment to the principal. This was clearly outlined on the payment form, which accompanied my check. The total amount ( principal and mortgage ) was deducted from my checking account on XXXX XXXX, 2016 however, LoanCare did not do apply any funds to my XXXX 2016 mortgage, instead all funds were applied to the principal. ON XXXX XXXX, 2016 I called customer service to have them correct this error but was told by Agent XXXX that I can not make payments in advance. After pointing out to her that nowhere in LoanCare 's notification communication or website nor in my mortgage agreement did it state that I would be penalized for early/advanced payments she placed me on hold to inquire with a Supervisor. She returned to the call to inform me that I can in fact make advance mortgage payments and as such she will submit a request for reversal for the amount to be applied to my mortgage. She stated that this request was to be completed by XXXX XXXX, 2016 and my online account would be updated to reflect this change.
On XXXX XXXX, 2016 I checked my online statement and noticed that the reversal was not made. I called LoanCare, again, to inquire what was the status of the process. I was notified by Agent XXXX that the request would take " a few more days '' and there is nothing she can do at this point. I requested to speak with a Supervisor at which time she stated that no Supervisor was available and as such one would contact me by close of business on XXXX XXXX, 2016. No supervisor has contacted me since then.
On XXXX XXXX, 2016 I called Customer Service to verify that the issue was rectified again to be told that the amount was not applied. Speaking with Agent XXXX she noted that nowhere on my file was it noted that I called LoanCare on XXXX XXXX, 2016. I requested again to speak with a Supervisor at which time she transferred me to a XXXX XXXX -- the call went straight to voicemail. I left a detailed voicemail message regarding this issue.
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| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is regarding Loan Care, goes by XXXX also.
On XX/XX/2020, I had a fraud attempt on my bank account so XXXX XXXX made me close my checking account and open a new one. I had auto pay on my XXXX mortgage account to draft on the XXXX of every month and never missed a payment until now. XXXX XXXX told me they would honor any auto draft payments coming through the old account for 90 days.
On XX/XX/XXXX, I went online to their website, since they will never answer the phone, and changed my address since I moved and updated my account number to the new checking account.
By the time I received the late notice for XXXX, it was XX/XX/XXXX and I received it at my new address. I went online and saw that I needed to make XXXX payments, which I made and saw they accessed a late fee.
I was furious, I tried to call them, left a message that was never returned and so I emailed them on XX/XX/XXXX for response. They responded and did remove the late fee on XX/XX/XXXX after I explained this was their error. I then asked if this was reported to the credit bureau and found out they did!
I have been asking for a response to have the 30 day late removed from my report since XX/XX/XXXX and have sent several more emails since they don't answer the phone no matter what time it is. The last email from them was on XX/XX/XXXX stating they are checking into it. Their online system took the address change but didn't update my account info.
I have NEVER had a late mortgage payment OR a 30 day mortgage late on my credit ever!
I have heard nothing but bad things about this company and I have experienced that as well. They need to be investigated for unfair business practices and horrible customer service. They take your money, but will not help you.
I am requesting your help with having the 30 day late removed from my credit file and as this has negatively impacted my score. I have worked very hard all my life to keep my credit score high and I am very upset that this company, due to their error, has caused me this trouble.
Please help!
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| 01/08/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My husband and I are trying to get the mortgage company to endorse and return our insurance claim check on damage that was done on the roof and interior of our house. I faxed them the invoices on repair and payments made to the contractors. They said that unless they get invoices showing that everything has been paid in full they will not release the check. They keep changing requirements for us to get the check back every time we talk with them. I have one invoice that still shows {$2500.00} owed to XXXX XXXX with XXXX XXXX XXXX XXXX ( XXXX ) XXXX. We paid him but never got a receipt stating paid in full. I have been unable to get an invoice showing paid in full. Where I am confused is the insurance check is supposed to be what pays the contractor. If the mortgage company is holding the insurance check hostage how are individuals supposed to pay their contractors? I am sure that not all individuals have money in their savings to pay large sums of money owed to their contractors. I have suggested that Loancare call the contractor if they doubt payment was made. I just would like to get reimbursed for what we took out of our savings account to pay both our contractors on amounts not paid by the insurance company and from the check Loancare in holding and will not give to us in the amount of approximately {$3600.00}. We only owe a little over {$100000.00} on our loan. The house is valued at over {$400000.00}. We have never missed or been late on a payment. This is very frustrating. We have gone through 2 house inspections to verify work was completed ( 95 % ). Work that was not completed was some minor repairs that was not reimbursed by our insurance company. We plan on doing those repairs on our own dime this summer. XXXX determined that what our contractor was charging was over what they thought the work should have cost. Loan # is XXXX with XXXX. XXXX XXXX XXXX and XXXX XXXX XXXX ( XXXX ) XXXX You have permission to share our experience as long as our personal info is removed so we do not have a problem with identity theft.
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| 01/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare failed to pay our XXXX Property Taxes, which caused late payment penalties.
There were many attempts to have LoanCare pay our property taxes including the late payment penalties fees ( as we had an Escrow Account ) between XXXX and XX/XX/XXXX, including notices of Servicing Errors and a complaint to the CFPB submitted on XX/XX/XXXX ( XXXX-XXXX ).
On XX/XX/XXXX, since no payment has been made, we ended up paying the XXXX property taxes, including late payment penalties fees ( which built up to the amount of {$720.00} ) from personnal bank account.
It turned out that following succesful outcome of our complaints to CFPB and our other attempts, LoanCare finally agreed to and proceeded to paid for our XXXX Property Taxes + late payment penalties - twice - on XX/XX/XXXX and XX/XX/XXXX.
We submitted a property tax + late penalties refund to the XXXX County Tax Office, but our request was denied since XXXX County already refunded to LoanCare their two payments ( Property Tax = {$4400.00} and Late Payment Penalty = {$720.00} ) - see attached letter from XXXX County Tax Office.
In XX/XX/XXXX, we sent another Notice of Servicing Error to LoanCare to get reimbursement of the late Payment Penalty that LoanCare formally agreed to pay in their response to our complaint to the CFPB - see attached - explaining clearly that LoanCare took care of the late payment penalties, BUT got them refunded afterwards.
LoanCare answer to our Notice of Servicing Error dated XX/XX/XXXX is attached.
It is not providing satisactory explanation or response as it states that there is no more late penalties outstanding on our Account, because LoanCare took care of them. This is not correct as LoanCare got refunded for these two payments ( as stated in the letter from XXXX County Tax Office ).
Therefore, technically, we paid the late payment penalties that are LoanCare 's responsiblity.
We are requesting immediate reimbursement of these late payment penalties ( by check - since we have paid off this mortgage in the meantime! ).
Thank you!
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| 12/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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My Mortgage servicer is LoanCare , LLC which is part of XXXX XXXX XXXX XXXX. The Mortgage Payment is due every XX/XX/XXXX of the month and late after the XX/XX/XXXX of that same month. I have not been late since LoanCare was assigned to me by XXXX XXXX in XX/XX/XXXX. But since then I have notice some anomalies in the activity of my escrow account that lean toward making it difficult to pay on time and bring up my credit score because of on-time payments. In XX/XX/XXXX there were funds moved in and out of the account for nothing on the surface. But when you look at it closer, the movement exhaust the escrow causing an advancement from the mortgage company, therefore increasing the balance of the account to drive down the credit score. This allows all attempts to get a better loan to fail because your score is just below the approval line.
In XX/XX/XXXX the Escrow Account was drafted in XX/XX/XXXX when it did not need to be drafted till XX/XX/XXXX for Tax bill due. But LoanCare chose to do it early because they could cause a temporary advancement to drive down the credit score. Payments in XX/XX/XXXX and XX/XX/XXXX would of been sufficient to pay ALL of the taxes outstanding before the XX/XX/XXXX Due date.
Also I pay all my Mortgage payment online through my own checking account XXXX XXXX XXXX. This way I can keep a meticulous record when the bill is paid. Also the payment is drafted electronically in 24 hours. But I have noticed that though the account is funded, LoanCare does not credit the account for 3 to 4 days. LoanCare does not have a local branch in the XXXX area and all Online payments through their site cost a fee.
This account is intentionally made difficult and expensive to cause defaults and foreclosures to struggling homeowners. I have attached copies of proof of the above statements. If you have any questions I can be reached at XXXXXXXXXXXX. Though I have filed a complaint with my Mortgage Servicer I do not expect them to change their behavior. I will be passing on to the press this information too.
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| 04/18/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Good Day.
My name is XXXX XXXX XXXX Late last year my loan with Loancare ( # XXXX ) was overcharged for taxes but I was able to contact my county auditor 's office to have the payment sent back to loancare. Around XX/XX/XXXX I received an email from loancare that an escrow review had been done and my mortgage was going to go from {$550.00} to {$820.00} because they had to pay out extra for taxes. I called loancare on XX/XX/XXXXand was informed that all I had to do was to go to the auditors office and get the paperwork stating that I had a XXXX balance for my taxes and once they received it they would send a message to have a subsequent analysis done. I got the paperwork submitted to them on theXX/XX/XXXX and called back to make sure they received it, they did receive it and told me to call back in 5 days and it would be corrected.
After 7 days I called back and it still hadn't been corrected and was told to give them another 5 days, which I didn't agree with but there wasn't anything I could do so I agreed. I then called back on the XX/XX/XXXX because it still wasn't done and my mortgage is due on the XXXX of each month. I was told it still wasn't complete and I had to wait, I didn't accept it this time and asked to speak to a supervisor. I was able to speak to a XXXX XXXX ( XXXX ) XXXX who informed me that she was going to personally send an email to the escrow department and not to pay my mortgage and she would make sure that it would be complete by the XX/XX/XXXXand as such she take any late charges that occur off. She also told me that it would be finished by the XXXX. I called back on the XXXX to her direct number and left a message, I didn't get a response. I have been calling everyday since then and still haven't received a response.
I just called again this morning, XX/XX/XXXX and now I am being told that they are waiting to update a tax line. I keep getting the run around and I am so frustrated. They also have a direct number, which is ( XXXX ) XXXX and my loan # is XXXX, again, my name is XXXX XXXX
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| 12/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX, the former holder of the mortgage on my home, sold the mortgage to another company effective XXXX, 2019. However, I continued to make payments to XXXX for two months after the transfer was finalized. The payments made to XXXX were in XXXX and XXXX 2019. When I realized the problem in XXXX 2019 I immediately notified my new mortgage company, Loan Care LLC ( also referred to as XXXX ), of the error. LoanCare LLC stated that they had not received any payments from XXXX and demanded that I bring the account current paying the overdue amounts in full. Since I had already made both payments to XXXX, I could not afford to pay the full amount allegedly due ( XXXX and XXXX payments ). Instead, I paid one month to Loan Care and attempted to get XXXX to reimburse me. Eventually, I was successful in getting XXXX to reimburse me for the XXXX payments and was able to pay the second month payment to LoanCare LLC. By then, however, the payment was over 30 days past due. In XXXX, Loan Care reported my mortgage to the credit bureaus as 30 days past due.
Your website states that " for 60 days from the date your loan servicing transfers, your new servicer can not charge you a late fee or treat the payment as late if you sent it to your previous servicer on time or within the applicable grace period. '' Loan Care inappropriately reported my XXXX payment as 30 days late despite understanding that I had mistakenly paid XXXX two mortgage payments. The reporting of a late payment is a violation of the rule explained above. Please help me resolve this issue with Loan Care. If I can not get the issue resolved I will have to take it up with my XXXX XXXX XXXX.
Please note that Loan Care LLC is located in XXXX XXXX, Virginia. My mortgage statement says that LoanCare LLC is subservicing my loan on behalf of XXXX XXXX XXXX XXXX. and XXXX XXXX XXXX XXXX has the right to service my loan.
Customer Service inquiries should be made to following address : Loan Care Attn. Customer Service XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX ( XXXX ) XXXX I
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| 03/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a XXXX XXXXXXXX XXXX, bought from XXXX.
In late XX/XX/XXXX, I received a notice from XXXX XXXX that I was now in a new flood zone and I would need to provide flood insurance. The later was mailed XX/XX/XXXX.
I immediately contacted my insurer, who notified me that I would need an elevation certificate to get a reasonable rate. I contacted XXXX here in XXXX, Texas. XXXX assured me that they would come out that next day and have my certificate in a few days.
I received the certificate about ten days later, and presented it to my insurer. The rate was not acceptable so I contacted my auto insurer XXXX. They provided me a very favorable rate and I accepted and paid for it on XX/XX/XXXX. I received the attached from FEMA that I had flood insurance.I had to wait the 30 days, but I had paid for it.
XXXX XXXX had purchased a policy for XXXX $ per year. I informed them by certified mail and through their website and provided XXXX XXXX a copy of the insurance policy from XXXX XXXX. While making an automated payment in XX/XX/XXXX, I noted an extra XXXX $ tacked onto the payment. I didn't pay it, but paid the " minimum '' set by the computer, XXXX XXXX
On XX/XX/XXXX, I called XXXX XXXX. I was on the phone for over an hour. I spoke with XXXX and XXXX. XXXX explained that XXXX XXXX had sent the notice our on XX/XX/XXXX, and made the first payment on XX/XX/XXXX. They received the insurance verification and refunded all but XXXX ., the first month 's payment. I explained that I had to get an elevation certificate and was working with all deliberate speed. My insurance agent said I had until XX/XX/XXXX to provide proof. While talking to XXXX, I found my copy of the FEMA Declaration that I had insurance on XX/XX/XXXX, As I was reading it, and asking why this did not mean that I had paid for coverage in XXXX, the line disconnected.
Since I did spent over an hour on the phone to get that far, I did not call back. I did send a certified letter to XXXX XXXX with a copy of the FEMA Declaration on Friday, XX/XX/XXXX.
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| 12/18/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Our complaint is with XXXX/Loancare.
On XX/XX/2020 we refinance our mortgage from Loancare to a different lender. On XX/XX/XXXX we sold our home. It was brought to our attention that we still had a title lien from Loancare pending in addition to our current lender. On XX/XX/XXXX, I phoned Loancare and they said they submitted the lien release on XX/XX/XXXX and that the countXXXX had 120 days to process the lien ( at that point I was 97 days out ) and that I should check back on XX/XX/XXXX. I phoned XX/XX/XXXX and inquired about the process, they said Its still isn't released, I advised I had a closing on the XXXX and that I need to be notified. This customer service agent didn't seem to know what's going on. Our title specialist called the county to verify no pending titles were outstanding. The county had no paperwork of my title release. I called again on XX/XX/XXXX, they told me there is a date of XX/XX/XXXX that it should show by XXXX. I stressed that I have a pending sale/closing on XX/XX/XXXX and I need this resolution asap. I was told that a manager would call me. No manager called. I received an email that my complaint has been escalated. I called on XX/XX/XXXX, still no release of title lean. I spoke to a manager called XXXX XXXX out of XXXX. He said he will escalate my complaint, issue me a verification letter and a copy of the release. No one called me. Called on XX/XX/XXXX, spoke with manager, XXXX, who put in an escalation request and stated there was no one else above her I could speak with, I couldn't get transferred to anyone in the escalation department cause they don't seem to have access to a phone. So I am to wait for someone to call me. No one called. Called today, XX/XX/XXXX, spoke to another manager, who stated that the release is scheduled on XX/XX/XXXX. I have a XXXX balance with Loancare and they have neglected to file my lien release, in a timely and professional manner. They have held up the sale of my home. No company should have that kind of control.
Completely unacceptable.
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| 06/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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I have had the same conventional adjustable rate mortgage since XX/XX/XXXX. It started out with XXXX was transferred to XXXX, then XXXX, and then the loan servicing to Loancare. My interest and principal payments adjust every XX/XX/XXXX.
Loancare illegally accelerated repayment of the principal when it calculated my yearly arm adjustment and applied it to the XX/XX/XXXXloan payment. The on-line amortization schedule shows that the principal payments were calculated out to the year XX/XX/XXXXinstead of XX/XX/XXXX. [ Attachment-1. ] On XX/XX/XXXX I contacted customer service by phone and I was told that I should not make a payment until customer service corrected the discrepancy. I was told to email XXXX. That same day I sent an email. [ Attachments 2. ] On XX/XX/XXXX I was assigned Ticket No. XXXX and received two responsive emails and attached statements. [ Attachments 3-6. ] On XX/XX/XXXX I called customer service and asked to speak to a supervisor and talked to Supervisor XXXX. He told me he would escalate resolution of my problem.
XX/XX/XXXX I also wrote an email to customer service. [ Attachment-7. ] I complained that Loancare had reported to the credit agencies that I was 30 days late. [ Attachment -8. ] XX/XX/XXXX I called customer service again and spoke to XXXX and then Supervisor XXXX. Again I was advised that making a payment would not resolve the problem, that the money would be put in a suspended account. I was promised by XXXX that she would escalate resolution of my problem and to give her three days.
It is XX/XX/XXXX and nothing has changed. My amortization schedule is the same. My payment is doubled. I started working with a mortgage broker to try to refinance my mortgage loan but my credit report has to be corrected. The credit reporting affects my ability to get a job, the cost of insurance, and my ability to get loans. Today I wrote a letter to LoanCare Loss Mitigation, attached hereto and am filing this complaint because customer service has not resolved the problem as promised.
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| 01/06/2016 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
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I began to refinance with my current mortgage co and during the process our mortgage was bought by LoanCare. I paid the first payment to them when due and since the refi co was waiting for payoff letter I contacted LoanCare and they said they did n't have the payment yet and therefore could n't get an accurate payoff. My bank verified they sent payment and after being told by customer service at LoanCare that I should pay another way so I am not late, I did so over the phone with them and put a stop payment on the bank check. I stated to Loancare that I did a stop payment and to please note the acct as such. 2 days later I received a receipt stating they got the check and applied the funds. I called and told them that was not supposed to be an they said to not worry since the money would end up not being applied after the fact since I paid XX/XX/XXXX due. Well Loancare sent the payoff with the extra funds in the amount without anyone knowing this and we went to closing and finalized everything with funds being funded from mortgage co to Loancare XX/XX/XXXX. Loancare stated that I owe XX/XX/XXXX funds as well as the FHA regulator interest for XX/XX/XXXX now, {$880.00} on top of the mortgage! I stated that the funds went through XX/XX/XXXX and they said it was after XXXX therefore they had to add on the other money due to holiday and not processing until XX/XX/XXXX!!! Every call into customer service was terrible and left me in tears. They were beyond rude and completely arrogant in their responses. The timing from start to finish on how they handle money is beyond unacceptable and I cant imagine if they were my mortgage company for good! Considering they lost a check for 2 weeks, then applied is after I paid over the phone and then took the payoff amount 5 days to process that in turn leaving us to owe money that we do n't have! Terrible and sad that this is okay in the work of money, as well as the customer service dept being beyond terrible and barley able to understand what half of them are saying. SAD!
|
| 07/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
As of XX/XX/XXXX, when I received a letter from my Loan Servicing Company, with a Pre-approved Loan XXXX XXXX XXXX approval with Trial payments due starting XX/XX/2021.
I called my Loan servicing company and to a female loss mitigation representative, that after reviewing my file, that if I tried to submit an income documentation modification request for a better loan modification plan, this lady told me that what I was just offered on XX/XX/2021 would be the best I could get and if I chose to move forward with a income modification application, that my current XXXXXXXX XXXX plan from XX/XX/XXXX, would become null and void and that if I failed to qualify for a income modification plan, that I may not qualify for any modification and could lose my house.This lady went on to tell me that she highly recommended that I accept this current XXXX XXXX because I would run a high risk of being denied due to my drop income since I am no longer working and retired.
When I called on different occasions and spoken to different other loss loss mitigation representatives, I get conflicting information that what the first lady told me was no correct and that I have other options available to me, where I can try to get a better modification and not lose my XX/XX/2021 XXXX XXXX offer and choose the best modification offer with the lowest monthly payments.
I have called time and time again and sent countless emails asking anyone to put these claims and my options or lack of options in writing and all I get is additional generic emails and loss mitigation representative phone calls promising to send me an email i writing about my options or lack of options, and to date, I have not received anything in writing.
All I have been offered is to extend my mortgage out to 40 years, reducing my original mortgage payments by {$100.00} and keeping my high 3.875 % interest rate the same as before.
My wife and I completely feel that we are being taken advantage of due to my failing help issues and drop in household income.
|
| 07/23/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XX/XX/XXXX I received a letter from LOANCARE , LLC regarding loan number # XXXX, that my hazard insurance is not renewed for the year XXXX. My insurance renewal date is mid XXXX. I immediately contacted my insurance and reactivated my hazard insurance, and they inform me that the reason for cancellation was lack of payment by the mortgage company after repeated attempts.Subsequently I was informed by LOANCARE that I have to pay {$2300.00} for some hazard insurance that they paid for in XXXX. I send them a dispute letter on XX/XX/XXXX, basically complaining that they misled me in having hazard insurance, exposed me to one year of potemtial loss of property risk. I also requested the followings : 1. Please provide me with copy of insurance you purchased and a copy of any attempt that you tried to notify me of the situation from XX/XX/XXXX through XX/XX/XXXX.
2. Please explain why my tax breakdown of XXXX received in XXXX of XXXX still shows that my original insurance was paid via my escrow account.
3. Please provide the reason why my original insurance was not paid as being claimed by XXXX XXXX insurance.
4. I further requested that why I am being charged with PMI although I have paid more than 20 % of my original house value.
I just received a letter from them ( yesterday XX/XX/XXXX ), totally ignoring my request, and demanding the full payment. To me this is totally unacceptable and violating my rights as a citizen. They are not accountable for what they have done with my money ; such as what happened to the payment in my escrow account, money paid for PMI payment, and why I was not provided with any timely notification.
I have the copy of my dispute letter and a copy of registered mail which was received by ithem ( see a copy of the letter in the attached file ). There is also a general confusion of whom I am dealing with ; XXXX XXXX XXXXs, loancare services, or insurance center, etc. This is like a maze and there is no single point of contact with physical address ( they all have PO Boxes ).
|
| 01/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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Mortgage was sold by XXXX to Loancare. Received letter from Loancare dated XXXX/XXXX/XXXX ( I did n't open until XXXX/XXXX/XXXX ) informing me that the loan was transferred and to make payment to Loancare. Attempted all day that day to get on Loancare web site to make payment. It allowed me to create an account but would n't allow me to enter my account. Next day XXXX XXXX/XXXX/XXXX XXXX tried again unsuccessfully to get into web site. Called customer service number. Unable to reach a human being. Entered all information computer asked for : they had no record of our loan number, social security number or zip code. Mailed a letter to Loancare, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX, via certified mail return receipt requested informing of situation and requesting response. Received return receipt XXXX/XXXX/XXXX. To date have not received a response to the letter. XXXX XXXX received XXXX letters from Loancare, XXXX dated XXXX and XXXX dated XXXX telling me that my loan payments were late and they were going to start collections, etc. Went online that day ( XXXX/XXXX/XXXX ) and this time the website allowed me in to my account and allowed me to make an online payment which I did at XXXX which consisted of two months ' payments plus my usual extra principal of $ XXXX/mo for a total payment of {$2700.00}. Attempted to register at that time for auto draft, but got message that late payment had to clear before registering for auto draft. Went back online on XXXX/XXXX/XXXX and successfully ( or so I thought ) registered for auto draft. Set up draft effective XXXX/XXXX/XXXX with a draft date delay of 4 days so that the payment should have been drafted XXXX/XXXX/XXXX. Fortunately I made an entry in my calendar to check to see whether the mortgage was drafted. Checked today ( XXXX/XXXX/XXXX ) and sure enough, the payment has not cleared my checking account. Signed into Loancare 's web site and see that they have not taken the payment. Made a one-time payment online of the regular monthly amount plus extra principal.
|
| 07/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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In XX/XX/XXXX I was late on one payment. Called my loan care to get options. They said I have none. Called again they told me I could do a trial loan modification. Started the process. Was told I would need to pay 3 months and it wouldnt affect my credit score. Also that I could choose to not do it at the end. After 3 months the company went silent did not respond to my calls or email or inquires for help about next steps. Then was told I failed to make 4th payment and have to start over. Called over 5 times looking for call back from manager no responses. Covid hit was told I had to go in forbearance and not do another mitigation because they werent doing them at that time. Was told it would not affect my credit. Called for several months asking when I could comeplete the modification. Finally was able to complete the modification in XXXX. Completed the 4 months. Company told me that my credit report would be changed to reflect payments. I have been making payments continuously only during the 6 month period of forbearance. Was told I had to do forbearance or pay an amount that equates to like XXXX plus interest and not the original debt of the past due payments. I have attempted to email and all this company to fix the errors of the months they are reporting I did not make a payment when Im fact I was making payments under the trial modifications and in a period of forbearance. I was given misleading damaging information that almost out in to bankruptcy and foreclosure from one late payment. I was told during that one month of a late payment my only option was a loan modification which is untrue. Ive asked them to pull the calls several times. I would have not entered into any agreements without the false and misleading information from their staff. Now I am showing that I have not maid a payment since XXXX when in fact I have been making payments. They refuse to investigate or fix their mistakes. They have been made aware of my complaint for 2 years now and have failed to act or remedy the situation
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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My escrow account was debited {$450.00} on XX/XX/2021 to cover wind damage insurance. This was despite numerous attempts on my part to provide the company with proof that I am already insured for this by the condominium association that provides for this.
In XXXX, the mortgage servicer LoanCare , LLC requested that I upload a copy of hazard insurance documentation to a website they directed me to, which I did. I took me less than half an hour to get the info off of the webpage of my condo association and send it to them. Then the company wrote to me saying the info didn't show coverage included wind damage. It did, and I uploaded specific sections of the policy, and also had the insurance representative contact the company to clear up any questions. This all happened during a pandemic, and though it sounds simple enough, because their phone system is so Byzantine and customer service so poor, it has taken me over eight hours of my time to be on hold, talk with a person, and satisfy them that the insurance is in place.
They still took the money out of my account, but when speaking with them, they have acknowledged that it was an error, that the insurance required is in place and they will refund my escrow account money once they receive the refund from the insurance company. I have requested that their error should not impact my escrow balance and that they should refund my money immediately, but my request to speak with a supervisor was ignored.
This sounds perfunctory and should have been resolved quickly, but in actuality it took me hours on the phone, numerous written communications and has been frustrating to have to work on, all because of their incompetence, which they freely acknowledge.
My loan number is : XXXX Their website address is : https : //www.myloancare.comXXXX XXXX XXXX Their telephone number is : XXXX Their address is : XXXX XXXX XXXX Attn XXXX XXXX XXXX XXXX, VA XXXX I can provide dates and times for the phone calls and letters if these are needed. Please help me, thanks
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| 05/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/2020, our home loan service was sold from XXXX XXXX, operated by XXXX XXXX, XXXX. to LoanCare. We had been enrolled in a loan forbearance program while enrolled with XXXX XXXX due to the coronavirus global pandemic. This was initiated in XX/XX/2020 to expire XX/XX/2020.
Upon transfer of our loan to LoanCare on XX/XX/2020, we received a letter dated XX/XX/2020 stating that our home loan was XXXX months past due and was now delinquent. The letter was threatening debt collection, negative credit rating, and the possible loss of our home. There was no consideration or acknowledgement of our enrollment in the forbearance program, even though we had received confirmation of this enrollment through XXXX XXXX, XXXX. and LoanCare.
In attempts to contact LoanCare customer service to express the concern regarding this threatening letter, I was told that there was nothing I could do because this was how they are communicating with all of their customers, even those on payment plans. However, this is a government-approved forbearance, so it is extremely unsettling, frustrating, unnerving, and angering to have our home and financial standing threatened in these unprecedented times. We were also told that we would continue to receive phone calls and letters with these continued threats of delinquency until payments resumed. The customer service representative implied that she had received MANY phone calls with this same complaint, but was unable to offer any other solutions.
Our hands are tied at this moment and we are stuck with this company that seems to have no regard for their customers. I am also wary of how this company appears to be ignoring our forbearance and I am untrusting of whether or not they will attempt to follow through with their accusations of delinquency. If there was a way to transfer our loan, I would because the way this company is treating their customers is extremely poor practice and does not foster trust in their service, which should be paramount in our loan service provider.
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| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My loan has been on Autopay since I first purchased this investment property. We did do a forbearance during COVID. After taking it off of forbearance ( I received threatening calls about taking it off and they pretty much made me do it. However I was financially able to come off of forbearance ). After coming off of forbearance I received a call again from this company saying that I owe them all the money from when I was in forbearance. So this issue was somehow resolved by putting It back on Forbearance then removing it off of forbearance and putting it on the back end of the loan. We went back to Auto Draft as usual. The XXXX payment was taken. ( I was not aware that they never took another payment since XXXX. All my payments for everything including my other two mortgages are on Autopay ). I received a letter in the mail today saying my payment hasn't been made since XXXX and I owe all these fees. My bank account is always with money. I own rental properties. I don't know why they didn't take their money. I was on the phone with a supervisor and the call was somehow disconnected. They never called back. I called back again and now Im still on the phone waiting. Someone just picked up. I have been on the phone a total of 1 and a half plus hours. I am now being told that they will take the payment but will not give me anything in writing stating that this was an internal issue. I have a refinance coming up and the lady just told me this is on my credit report and has been for over a month. She said she will ask for the late payment to be removed and the late fees to be escalated but she dont know what will happen. I just paid my regular payment and I do not trust this predatory company after all I have been through with them during COVID there is no telling how many other people they have done this to to try and get extra money.I want the late payments removed and I want those fees waived this is not my fault and I have gotten my attorneys to look into this with the intention of filing litigation.
|
| 12/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Loan was sold to LOANCARE. My first mortgage payment was due XX/XX/XXXX. I received a mortgage statement showing my payment was less than expected. I called LOANCARE and they said they show a credit and to make the payment on the statement. I did. ( please see the statement and payment out of my bank account ) I started getting phone calls from Loancare about not making my payments shortly after this. I kept telling them that we made the payment per their instruction. Thereafter, they kept calling and calling about a missed payment. They put on my following months statements a full month payment being missed. I made XXXX and XXXX payments when I started getting phone calls from Loancare once again. I asked for a manager after conversations Loancare trying to clear this up and they told me they would call me back. Never received a call back. Yet once again getting more calls from Loancare harassing me about my payments. I have called them numerous times with no return calls after they said they would call me back. Finally, I reached out to my loan officer that I did my loan through to help me. I then received a phone call and a letter in the mail that the correction was made. NOW, I am getting another letter stating I am still late and no payment was received. I have numerous amounts of recorded conversations with Loancare documenting what I am referring to. Also, I have documents I can upload supporting these timelines. I have never been late and I have followed Loancares direction on what to pay originally after I questioned the payment amount. I need some assistance getting this cleared up as I have spoken to Loancare SEVERAL times, waiting on hold for over XXXX hours to speak someone, been told they would call me back and never did, and then have a letter being told this is corrected and yet still get harrased by phone calls telling me I still owe. This is unacceptable from a mortgage servicer to scare me about a payment that has been made. I am afraid they are going to put me in foreclosure.
|
| 08/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
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on XX/XX/2023, I was 25 days late with XXXXXXXX XXXX payment when a person from loancare LLC called me and inquired about the XX/XX/XXXX payment. I immediately responded by saying I would make that payment by the XXXX of XXXX so as not to being default and reportable to credit bureas. He responded by saying that they were offering me a payment plan to help me catch up. I asked if there were any negative ramifications to accepting this plan, which he failed to answer. quite honestly, I got the feeling that it almost was a stupid question to ask so I didn't persue it. But, again, I did not get a response or the necessary information that I needed to make a decision, I, in no way, believed that they would deliberately push me into default while using the term " HELP ''. Several days later they sent me written terms of the payment plan which I signed still believing that they were offering to " help me catch up '' and not pushing me into a plan that caused me to go into default. Unfortunately my wifes and my credit rating have taken a huge hit. Now, after multiple attempts to correct this situation through them, I have decided to pursue this further with outside assistance. I had an interesting conversation with a representative today who said they don't offer payment plans unless you are two payments behind, that makes sense as you are already in default. By why did they deliberately push a plan on me that would cause me to go into default? I was not yet 30 days late and I had made a promise to pay before I was. It baffles me how they could deliberately withhold the information that I asked for and still repeatedly stand behind their actions. They hide behind vague language and written documention provided after it was too late. meanwhile it is affecting me personally and financially. I would warn anybody to be wary of Loancare as they have no problem pretending to be helping you, when they are in fact withholding either intentionally or not the information that you need to make an informed decision,
|
| 03/17/2021 |
Yes |
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- Trouble during payment process
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Web |
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I had a mortae through XXXX bank. On XX/XX/XXXX my mortgage was transferred to XXXX. I made a mortgage payment in the amount of {$1100.00} on XX/XX/XXXX with funds be removed from my checking account on XX/XX/XXXX. This payment was for my XX/XX/XXXX payment. When I went to make my XX/XX/XXXX payment with myloancare.com, they said I still owed them for XX/XX/XXXX payment. I called XXXX, which took an hour to get to a person. I was told I needed to contact XXXX bank and ask them to reimburse my payment to me so that I could pay it to XXXX. I called XXXX bank and was told that the funds had been transferred to XXXX and they could not reimburse me. I asked if XXXX could contact myloancare.com to sort this out and I was told by XXXX that I need to call XXXX and take care of it myself. On XX/XX/XXXX, I called back to XXXX, waited another hour to speak to a person. I ended up speaking with XXXX at XXXX who informed me that they could not see my previous ticket and I would need to start the process over and submit a new request. I did ask to be transferred to a supervisor. I spoke with XXXX, who told me I would need to submit a new request. When asked if there was a simpler way to contact them, I was told no, I have to go through their hour long phone tree each time. I submitted a new request with all requested information. I have now submitted requests 4 other requests to resolve this issue and apply my {$1100.00} payment to my mortgage. It is now saying my payment is past due, but it has been paid. I have gotten 2 responses from them asking me for a transmittal form which I don't know what that is and neither does my bank where I have my checking account. I have submitted 2 more requests with what XXXX XXXX XXXX XXXX and myself believe to be a transmittal form with no response from myloancare. I am so frustrated and scared. I do not have the extra money for this, I do not want to lose my house. Please help me.
I have attached all document I have sent to myloancare to prove I made this payment to XXXX.
|
| 01/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
XXXX obtained two loans from XXXX XXXX XXXX in XXXX, Virginia, one in XX/XX/2018 and one in XX/XX/2018. Both of these loans were subsequently sold to the LoanCare company. There was no problem with the loans or the repayments until XX/XX/2018.
On XX/XX/XXXX, the payment on the first loan was properly applied. However, on XX/XX/XXXX, the payment on the second loan was incorrectly applied to the first loan as a repayment of principal ( since no payment was due ). No payment was recorded for the second loan.
As a result, in XXXX, the first loan processed the XXXX payment correctly ; however, the payment made on the second loan was posted as a delinquent payment for XXXX. In XXXX, the first loan processed the XXXX payment correctly ; however, the second loan payment was listed incorrectly as a delinquent XXXX payment.
I emailed the company and was assured that they would correct this, but they did not. I have called the company several times and, each time, they assure me that this will be corrected in a few days. This has gone on for several months and they still have not corrected the error. Instead, the company sends me regular notices that I am delinquent and requesting information about how/when I plan to make payment. They also assessed various penalties, which have not yet been reversed - even though this was the loan processor 's error.
This was entirely the fault of the loan processor. All they need to do is reverse the incorrect {$2500.00} credit posted to the first account [ XXXX ], which they posted on XX/XX/2018 and credit this same amount as the XXXX payment to the second account [ XXXX ]. If they did this, then the XXXX payment on the second account would be timely, the XXXX payment would be timely, and there would be no delinquencies or penalties.
The company has not disputed that they made an error. They continue to promise to fix it but have not done so in almost three months. They have a record of my phone calls and emails, since they cited them to me in my phone calls.
|
| 02/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Last year during Texas winter freeze my house suffered significant damage due to 3 pipes bursting. My insurance company issued a check for over {$81000.00} for damages to home.
Check was then sent to Loancare LLC, they stated i needed to find a contractor to fix home as they will be disbursing the checks. Our contractor was given a first check of {$40000.00} which was half of the quote. As Loancare LLC inspected the house they stated I was at 38 %, the contractor was informed that they will not be receiving any more checks due to not being at 50 % of work. Construction workers showed up to my house and they camera caught them stealing the materials ( sheetrock and lumber ) as well taking prostitues and having parties in my home. When confronted the contracted and workers never came back to work. As i contacted Loancare they specified there was nothing I could do at this point but buy the materials and pay out of pocket and they would reimburse me. I would no longer be able to hire a contractor as there is not much money left. I had to hire handypersons to work on plumbing, painting, siding and tile work. I have been paying out of pocket and have had trouble for this company reimbursing me back. The check released afterwards I had to make multiple phone calls and was told to pay everything out of pocket and when house is complete they could reimburse me. I don't have extra money on my bank account much less {$40000.00}, this past month i was late on my mortgage as it reflected on my credit report because this company took over 6 weeks to send me my check back. I have some outstanding receipts that they have not paid me and have been very clear that this is money that was given to me from my insurance company. I don't believe what they are doing is right, I am unable to pay for home repairs as well as mortgage at the same time. They lied to me stating they would reimburse once I paid the handyman as well as material and now they are backing out and they still have money that the insurance sent.
|
| 05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan was transferred to XXXX ( LoanCare ) in late XXXX XXXX XXXX from XXXX XXXX XXXX ( XXXX ). We had previously paid our XXXX mortgage payment to XXXX on XX/XX/XXXX, which was then transferred over to XXXX in a bulk wire transfer on XX/XX/XXXX. XXXX mishandled the payment and did not apply it to my account, and have been unable to resolve the issue in the 4 months that followed. During that time period I have called and spoken to their customer support, payment research, and supervisor teams on 15 different calls spanning 12 hours in duration. I have provided LoanCare with full banks statements and wire transfer information that I collected from XXXX per LoanCare 's request. I have complied with each of their requests, but they have still not resolved the issue and have applied late fees to my account and threatened me with foreclosure on my mortgage. LoanCare has failed to respond to any of my requests or complete any action on their end to help rectify the issue. They've ignored scheduled call backs and will not give me contact information to reach them directly. Each call indicates the issue will be resolved within a week, and each time they fail to make any progress yet they have marked my account as delinquent and applied late charges even when knowing this is an issue they caused. I have provided them with all of the information that I possibly can and I have run out of options for how to move forward. I am submitting a formal request here as I do not know what else I can do to reconcile this issue. There mishandling of this payment and inability to help resolve an issue that they caused is unacceptable and has been the worst experience I've had working with any company in any industry. We unfortunately can not chose who services our loan in a transfer like this, and being left with LoanCare has cost me far too many hours of my time and has made me worried about my financial reputation even though I have made every payment on time and followed their instruction every step of the way.
|
| 12/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XXXX of this year, my division at the University where I had been employed for 18 years was forced to downsize due to COVID. As a result, I took early retirement and sought employment in the private sector. I was hired for a new position starting in XXXX. Knowing that my budget was going to be tight until I again began receiving a paycheck and until my pension kicked in 90 days after retirement, I tried to contact my loan servicing company to work out a solution. In countless phone calls to LoanCare customer service I was either placed on hold for over an hour or disconnected after following prompts to speak to a representative. I tried over and over to contact LoanCare but was unsuccessful. Left with little alternative, I continued to send payments toward the account in amounts that I could afford and when I could. LoanCare , LLC continued to send letters of default and I continued to try to contact them to no avail. I finally contacted my mortgage broker who originally processed the loan and he was able to arrange through his parent company a conference call with me, him and a LoanCare representative. During the course of this call, it was revealed that, while payments were being withdrawn from my bank account, they were not being credited to my mortgage account. I indicated that I now had the resources ( with a regular paycheck and pension ) to bring the account current by the end of XX/XX/XXXX. I have made these payments and had a conversation with a LoanCare representative " XXXX '' on XX/XX/XXXX in which she confirmed that the account was current and no payment would be due until XX/XX/XXXX. However, when logging into the LoanCare website, the site still indicates that there is a XX/XX/XXXX payment due. I have been messaging Loancare daily through their website for clarification regarding this matter, however no response has been forthcoming. A quick XXXX search for LoanCare , LLC shows that there are numerous customers who have similar issues trying to communicate with this company.
|
| 07/09/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
15 months ago I called my loan company ( LoanCare ) as I was experiencing financial hardship due to COVID-19. My account was current and in good standing. We agreed the best option for me and my family would be to put my loan in forbearance until my situation improved. XXXX assured me that since my account was current and in good standing it would be reported to all three credit bureau 's as such. I have been calling into XXXX on occasion ( at least five times ) to either check my status or extend the forbearance over the past 15 months and each time they told me that the account status showed current and in good standing and that that was what they were reporting. I recently purchased a car where I put $ XXXX down and my rate was XXXX XXXX. I am trying to take advantage of the VA 's recent decision to waive the VA 's rule of XXXX consecutive payments and refinance my house as my current loan is at XXXX % and I have been offered XXXX XXXX which would be a significant cost savings and would offset the 15 months of forbearance. When the lender pulled my credit report they discovered that XXXX has been reporting me as 90 days delinquent each of the past 15 months while I have been in forbearance. This disqualifies me from refinancing. I called XXXX to validate what they have been reporting and they told me that they should have been reporting that my account is current and in good standing.. When I told them what they were reporting they informed me that I would have to submit this in writing and that they do not know how long it will take to resolve. I have submitted in writing per their process and they have failed to respond to my repeated inquiries as to how long it will take them to fix this and what the process is. Each day that this is not fixed the rates could go up and potentially impact me XXXX XXXX XXXX XXXX XXXX I recently tried to refinance my car to a lower rate and was denied due to this delinquent reporting by XXXX. I am wondering how many other vets they are XXXX over this way?
|
| 08/20/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
As you will review, if you have access to my records, I have had many complaints again my mortgage company. In XX/XX/2019 I thought a resolution had been made with XXXX XXXX. At the beginning of XX/XX/2019 I realized that the issue was not resolved because my account was showing delinquent on my credit report. It stated I still owed for XXXX. The overall issue is this, which then brings me to my dispute with my credit report.
They want to charge me {$400.00} a month for my escrow. When I calculate my escrow based on my Taxes and Insurance bill the basic math equals {$250.00}. If then I provide a 2 month cushion, the amount comes to {$290.00}. Currently I send in a check each month one for Principle and Interest = {$750.00} and then an Escrow check = {$290.00}. The billing department will put all of my money into Escrow because I am not equaling to what they say I owe which is {$1100.00}. Then my account looks delinquent when in actuality I have paid. They did this all last year and are starting to do it again. If I put on the memo line of my check what it is to be accounted for that should not be an issue. I also always include a letter with the same information. There has never been any dispute of this information provided to me in writing, I am only informed by my credit report. They never send me notifications or statements. The only communication I have is with XXXX XXXX.
In the end all I want is to have my credit report reflect I make my Mortgage payments on time, because I do and I can prove that. If they choose to put the money toward Escrow and ruin my credit then I will continue to complain and may have to take further legal action which I really do not want to do. This saga has gone on too long and according to some research this company seems to have a lot of complaints and one lawsuit due to the same issues as I am having. If you are suppose to be looking out for the Consumer why does it take so long for these companies to be taken to court and made to account for their actions?
|
| 04/13/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
We recently paid down the principle balance due on our HELOC in order to lower our monthly payment amount. When we could not obtain an accurate payment amount on the LOANCARE website, I called their customer service.
I placed three phone calls to the company.
1 ) ( XX/XX/XXXX ) - Reached a LOANCARE representative who stated I would be contacted by XX/XX/XXXX to gather information to " recast '' the loan.
2 ) (XX/XX/XXXX ) - No call ever came. I called LOANCARE again. The representative stated that the loan could not be recast because it was a variable rate, but that my payment amount would be recalculated on the new principle balance of {$60000.00}, loan due date of XX/XX/XXXX, and it would appear so in my next statement.
3 ) (XX/XX/XXXX ) - Received the HELOC statement and noticed that the loan had been recast by accelerating the contract due date to XX/XX/XXXX.
4 ) ( XX/XX/XXXX ) - Called LOANCARE. Representative told me that provision # 10 in the attached HELOC agreement, " allowed LOANCARE to make changes that unequivocally benefit you. '' LOANCARE has without contractual basis or cause, accelerated the loan term thereby materially violating the contract.
There is ABSOLUTELY no " unequivocal benefit '' to us to have the loan repayment terms accelerated.
1 ) The loan maturity or due date is XX/XX/XXXX, approximately 9 years from now.
2 ) The HELOC was sold to us as a 20 year home equity loan.
3 ) There is no acceleration clause in the contract.
4 ) The purpose of paying down the principle was to reduce our payment and we relied on the repayment terms of the contract maturity date.
5 ) Acceleration of the repayment period solely benefits the mortgagee.
6 ) It is pure fiction that we ( the mortgagor ) derive some " unequivocal benefit '' by having the repayment period accelerated.
7 ) Contrary to what LOANCARE representatives stated to me on the phone, LOANCARE can recast the variable rate HELOC and in fact has by recasting our HELOC maturity date to XX/XX/XXXX from XX/XX/XXXX.
|
| 05/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am trying to get the private mortgage insurance cancelled on my mortgage as we have met the requirements. My mortgage carrier ( LoanCare ) states on their website that a written request must be submitted, which was done through their website program specifically for this request. This was done on XXXX XXXX XXXX . I waited XXXX weeks with no response and followed up on XXXX XXXX XXXX . At that point, I was able to talk to someone in customer service and they stated they never received my request. They continued to submit it over the phone and get my case opened. I waited another XXXX days before following up again. When I called and spoke to them on XXXX XXXX , they told me it was in process and would be completed and I would receive a letter from them by XXXX XXXX giving me the results. After I received no letter, I called back again on XXXX XXXX , and they said it was still open and it was scheduled to be completed by XXXX XXXX . I called on XXXX XXXX to get an update, and they told me they still needed another 10 days because it was a 20 day process. I told them when I started the process, and asked to speak to a supervisor. They input that request into my case and I have yet to hear back from that supervisor, today is XXXX XXXX . I have talked to several people over the past 2 days, they have all told me that they see the request for that manager to call me back and said they are required to call me back " that day ''. After several more calls this morning, and refusing to get off the phone accepting the reply of " my supervisor will call you back '' I talked to a supervisor of some sort and told them I wanted to file a formal complaint on their customer service. They ignored that request and told me that the supervisor I was supposed to be getting a call back from will get to me in the next XXXX hours. In the meantime, I have no choice but to pay for the PMI that I should be able to get cancelled, which is costing me $ XXXX .
|
| 07/17/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Despite requesting a two-month forbearance to address my financial situation, they granted me XXXX months without my consent, and now I find myself XXXX months behind on payments due to their inefficiency in processing my requests.
Here 's a brief summary of the events leading up to this situation : - In XXXX, I requested a two-month forbearance to stabilize my financial situation.
- To my surprise, the company extended the forbearance period to XXXX months without seeking my approval or consent.
- In XXXX, when I reached out to terminate the forbearance, I was advised not to do so, which led to further delays in my payments and increased financial distress.
- Throughout this period, I have encountered countless obstacles, having to jump through hoops, fill out forms multiple times, and deal with representatives who seem unaware of proper procedures.
The constant miscommunication, delays, and lack of a single point of contact have caused significant hardship for me and my family. This has negatively impacted my credit, financial stability, and overall well-being.
I have attempted to resolve this matter through direct communication with the company, but the response has been unsatisfactory, leading me to consider filing a lawsuit to seek appropriate resolution.
I urge your office to investigate this case and provide guidance on how I can obtain fair and prompt resolution. I believe that [ Name of Lender/Financial Institution ] has violated my rights as a consumer and failed to handle my forbearance request appropriately.
Enclosed with this email, you will find relevant documentation, including records of communication, forbearance requests, and any other pertinent information to support my case.
I kindly request your assistance in ensuring that my concerns are addressed promptly and that I am provided with a one-point contact to resolve this situation without further delay.
Your attention and assistance in this matter are greatly appreciated. Please feel free to contact me
|
| 02/15/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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Purchased our home in XXXX of XXXX. Our XXXX payment was made in XXXX of XXXX. Loan care servicing center was responsible for taking our payment and process it. We made our payments on time every month and never sent in a payment, I always called and spoke to someone and they made the payment as an ACH transaction.. Our mortgage was sold in XXXX or XXXX to XXXX. We continued to make monthly payments to them via phone. It was n't until XXXX that we called to make a payment and were informed we were 30 days behind. After many phone calls we disputed a missing payment they said we had in XXXX XXXX. After faxing and emailing proof of payment they changed the month of the missing payment to XXXX of XXXX. After this date was verified payed just a few months ago the now new date up for dispute is XXXX of XXXX. We have provided and ACH transaction proof from our bank and we 're told by the End of XXXX XXXX we would be receiving a letter letting us know the problems had been corrected and the late fees and missing payment would be resolved on my husbands credit report. This case has been escalated 3times in a year. As of the XXXX of XXXX, we received yet another email saying the ACH transaction was not enough evidence. After having a XXXXway conversation with our current mortgage company and loan care the night of XXXX XXXX, Loancare hung up on us twice and we nothing was resolved. We have sought legal advise and Loancare still refuses to fix the mistake on their end. They have our transaction for XXXX XXXX being sent back to our bank as insufficient funds. We have provided them with proof on our bank statement that it was never put back in our account and the ACH transaction was posted to the account. They have more than enough proof and are refusing to accept something happened on their end. This has been over a year we have been fighting this and my husbands credit has been ruined in the process. Attached is all the proof we have ever given them and they are still saying it is n't satisfactory.
|
| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX, I noticed that XXXX XXXX XXXX Loancare '' had debited my escrow account {$2900.00}. They claimed the amount was sent for my taxes to XXXX. The problem is that I no longer owe taxes on my home due to laws in Texas for vets, XXXX and elderly. When I called and told them that I owed no taxes and asked them for a bill, they could not provide one. They admitted that they had never been billed by my tax authority and had no idea where the amount came from. They " started '' a process to fix it. I waited two weeks. I contacted them again. They had done nothing on the account. This time the customer service rep was rude, she screamed at me. She claimed that I was at fault for them sending the amount because " you have only been with us two years and you must not know how much your taxes are and if you don't owe taxes it is up to you to stop us from sending money each year. '' When I said that was bogus, she blamed the postal service. When I wouldn't accept that, she left me on hold for an hour and hung up. I made a complaint to the XXXX They restarted the 30 day period but still did nothing. I had to call XXXX, the tax authority when they got the check from the escrow on XX/XX/XXXX. I had to ask them to refund it and resent it to the escrow. That has been done. Loancare has still not credited the account. I sent Loancare, on XX/XX/XXXX, the copy of the tax bill showing that I don't owe taxes last year and won't owe them this year. My escrow review is this month and they have had more than two months two fix this. They have done nothing. They are intentionally trying to triple my escrow payments to make money on my escrow. They have not fixed my 2021 estimated taxes. They have not fixed the issue with them sending ( with no tax bill ) all of my escrow account to an entity that did not even have money owed. They continue to make promises over many, many phone calls but do not make a single change to the account. They have far surpassed the 30 days they have by law to fix and reply.
|
| 03/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
We received notice on XX/XX/2020 that our loan was being transferred from XXXX XXXX XXXX, our initial loan company, to LoanCare, who had purchased the loan. In the paperwork that was sent, there was two parts that were concerning and needed further explanation.
-- We were responsible to change the autopayment plan ourselves.
-- We needed to arrange this payment plan with our bank.
-- It would take time to process the payment plan, and therefore, to avoid missing a payment, the first months payment needed to be mailed.
No further explanation was provided. When we attempted to contact LoanCare, we used three different phone numbers, all of which were automated systems. When attempting to reach a human being through these systems, the phone system would repeat the same message over and over, never reaching a human being.
We mailed our first month check to the address provided as instructed to do on XX/XX/XXXX. The check was for the amount we were instructed to pay On XX/XX/2020, the check we sent was cashed, but an amount lower than the check value was withdrawn from our account.
On XX/XX/XXXX, we received an email that the automatic payment would be withdrawn from the bank account and that it might be delayed.
On XX/XX/2020, the automatic mortgage payment was automatically withdrawn from our bank account, despite being told we were responsible to set it up and that it would be delayed.
After each of the previous mentioned dates, we again attempted to remedy the situation through sending an email, and again attempting to contact someone at the company over the phone, with the same results.
All of the things we experiencedthe double payment, the inability to receive service, the lack of communication or remedyis all documented by many other people this month on XXXX. Our property is not the only one that underwent this experience.
We would appreciate assistance. This has the appearance of fraud, especially since it is occurring multiple times to several other individuals.
|
| 03/17/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
I applied and was granted a forbearance with XXXX mortgage. During my forebearance period, XXXX sold my loan and the new serviced became LoanCare.
The loan was transferred on XX/XX/2023. On XX/XX/2023, I began receiving threatening letters from LoanCare indicating default and delinquency. LoanCare began reporting the loan to the credit bureaus showing delinquent XXXX, XXXX, XXXX. LoanCare has violated RESPA which allows 60 days from XX/XX/2023 before they report to credit bureaus while the transfer docs are received.
On XX/XX/2023, I contacted Loancare and informed that I was in forebearance and I had applied for HAP of which I was approved. We have a family of 7 in which my husband is XXXX and I am the only working family member. My 5 children should not have to be harassed and taken advantage of by LoanCare.
LoanCare acknowledged the State of Ca had approved the application to help our family through XX/XX/2023 and my next payment would not be due until XX/XX/2023. Even with this knowledge, Loancare charged us late fees extra interest and continues to report the account as delinquent.
On XX/XX/2023, XXXX of California sent me a confirmation of funds being transferred to LoanCare to bring my loan current through XX/XX/2023. I contacted Loancare on XX/XX/2023, and LoanCare indicated the State of Ca had not sent the funds.
I called several more times between XX/XX/XXXX through XX/XX/XXXX and still Loancare indicated no funds received by the State of Ca program. I knew this was untrue because XXXX State of California verified with me that the funds were sent kn XX/XX/2023.
It is now XX/XX/2023 and LoanCare indicates the funds were only just received in XX/XX/2023 and now it will take LoanCare 1-2 weeks to finally apply the funds to bring my loan current.
In the mean time, XXXX continues to report the loan as delinquent to the credit bureaus. Loancare continues to violate RESPA rights.
They have completely violated my rights as a customer and need to be held to account.
|
| 03/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
LoanCare LN XXXX XXXX XXXX XXXX, XXXX HI XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX On XX/XX/19 I spoke with rep XXXX XXXX. She was obviously either drunk, is mentally unsuited for her position at LoanCare, or is mentally handicapped. She lacks the cognitive ability to listen and respond to simple questions. Additionally, I had to repeat my last name with spellings to her over 7 times. In the end she claims she still could not understand my last name, even though it is one of the most common last names in the United States. She therefore refused to send a message to the processor asking them to call us back.
XXXX XXXX has neither the knowledge, training, nor mental capacity to do her job. Most of my conversations with LoanCare employees have been similar. It is clear that LoanCare does not have the capacity to appropriately service their loans, they do not train their staff appropriately, and they do not provide a work environment suitable to fulfill their servicing obligations - their staff regularly complain they can not hear who they are talking to because their environment is loud and echoes. I want LoanCare fined the maximum of $ XXXX for gross incompetence and purposeful neglect of their servicing obligations.
Then, when I got a call back from the assigned processor she sent me a copy of what was sent to the borrower. See attached Mail from LoanCare. Is this REALLY the kind of mail they send out???? Not only is it completely unprofessional, but they are asking for documents that we have not only already sent to them multiple times, and also documents that are ABSOLUTELY NOT RELEVANT TO A SETTLEMENT AGREEMENT. It was made very clear multiple times in every conversation I had with LoanCare that the homeowner wants to do a SETTLEMENT not a short sale, not a sale, and not a loan modification.
I want LoanCare fined the maximum of $ XXXX due to gross incompetence. I want a response to the settlement offer submitted by the borrower. I want the stupidity and excuses to stop.
|
| 10/11/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
LOANCARE HAS REPORTED our LOAN PAYMENT as LATE to the credit reporting agencies. My wife and I would like this removed, as this is through NO FAULT of ours.
TRIED to file XXXX complaint against Loancare but XXXX system continually says : Error : Connection timed out The server is currently unavailable. Please try later.
I have contacted Loancare directly via phone and was given the email address, XXXXXXXXXXXX, to resolve the issue, as the csr on the phone said he could not help.
We have filed a complaint to XXXX on this regard against XXXX XXXX.
Complaint # XXXX EMAIL was sent and returned to Loancare, at least XXXX different times, dating to XXXX, EMAIL, as sent, FOLLOWS : We have been receiving notices that we are late on our loan payments. We refinanced our loan with XXXX XXXX XXXX XXXX, XXXX and closed on XXXX.
The closing documents were then sent via XXXX overnight to XXXX XXXX. The tracking number to prove they were sent and received is XXXX.
XXXX XXXX address and Phone number is : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX Ph : XXXX I have also been in contact with XXXX XXXX of XXXX XXXX. His phone number is XXXX.
XXXX XXXX states, " a wire went out. We 're not sure if there was a shortage or what, we 're trying to track it down. '' XXXX was the settlement company.The information I have for XXXX XXXX XXXX XXXX XXXX.
XXXX, Pa XXXX XXXX : XXXX It would be greatly appreciated if LOANCARE could investigate this matter and remove the negative reporting behalf of my wife and I.
Mail Delivery XXXX & lt ; XXXXXXXXXXXX & gt ; XXXX XXXX to me This is an automatically generated Delivery Status Notification THIS IS A WARNING MESSAGE ONLY.
YOU DO NOT NEED TO RESEND YOUR MESSAGE.
Delivery to the following recipient has been delayed : XXXXXXXXXXXX Message will be retried for XXXX more day ( s ) Technical details of temporary failure : The recipient server did not accept our requests to connect. Learn more at https : XXXX [ loancare.com XXXX : socket error ]
|
| 08/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
To whom it may concern: I had my mortgage with XXXX most recently, XXXX transfer account to them, well XXXX filed bankruptcy and all the accounts went to Loan Care (NewRez) around XX/XX/2019. When I called them to setup account, get info on them, the recording states it a collection agency. When I was able to speak to a rep, she explained that we (all previous XXXX accounts) were not in collection its just was transferred to them for us to submit payments. That all pymts would be handle same, meaning (and I asked) that we have until the 16 of the month to pay with out late fees, Thats all explained. To my surprise & I am sure to other ex-XXXX payees they (Loan Care) failed to say they charge processing fees to submit pymts. That to avoid $XXXX fee to pay on or before the 4th of the month, if past the 4th, then no matter how you submit pymt they start charging, that is something we never had to do if we actually with a Bank. I get if I call, charge me a fee like any other financial services, but I pay on line, I am not in collection to be penalized with this fee, especially when we did not have any say why our accounts were transferred to them & not another bank. Can you imagine all the accounts transferred paying for 30 yrs @ $XXXX or more a month, what sweet piggy bank for them??? The reason I cannot pay before the 4th is that I am the only income in my home, I need to pay checks to be able to cover mortgage & not loose our home. I am asking you please help us all not be charged those convenience fees we have no fault or remove us to a reliable bank. Not a collection agency, Please!!!
The company again NewRez/Loan Care//Loan# XXXXXXXX//they call it a one time draft fee assessed, but this is charges every month, so its not one time. Not fair again we get penalized to pay these fees. Our accounts has to be handle like a just transferred & not a collection, we are not past due. I reported them to XXXX, but they have yet to care to respond. They dont care. Thank you
|
| 01/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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|
Web |
|
|
I want to bring to your attention a great injustice done to me by my mortgage company Loancare LLC ( actually XXXX ) by reporting me to Credit Birou with a fake late mortgage payment.
I have my mortgage on my condominium since XX/XX/XXXX and I paid every month in time. NEVER missing a payment or being late!!!! Working hard for over 10 years to build a great credit score of XXXX!!!
In XX/XX/XXXX I received my last mortgage statement XXXX , my principal being XXXX ( XXXX! ) $ after I made the payment in time. In XX/XX/XXXX I contacted Loancare for payoff, I send a cashier check of XXXX in XX/XX/XXXX if XXXX. 8 days later I found that the cashier check is lost and I cancelled it and send a new one XXXX in XX/XX/XXXX. I also send it to you the received and the trucking number for the cashier check.
With shocking surprise I receive in XX/XX/XXXX another bill for mortgage payment in sume of XXXX .
When I talk with them over the phone they told me that is a mistake, that the system is still generating mortgage payments because my mortgage maturity date is XX/XX/XXXX. They also told me that I should disregard the bill and that they will fix the system and I will no receive another bill for mortgage payments!!
After weeks of talking with Loancare on the phone, more than 14_15 phone calls and hours spended with them on the phone, I found out that they actually reported me beeing late and they XXXX my credit score from XXXX to XXXX now!!
Is a big injustice!! Is fake, stressful and very dissatisfied after years of payments in time!!
I consider Loancare beeing very unprofessional, fake, untrue, never looking for facts or verify the payments, just spreading fake informations. I will never look forward to deal with them for any other loan, never recommend them to anyone!!
Please fix my credit score or I will look for justice in court. Just check all the fact and bring the true to the life.
Thank you!
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX IL XXXX XXXX XXXX Loan number XXXX
|
| 10/16/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
We contacted our Lender about a refinance in XXXX of XXXX. They told us because of 2 previous late payments, we would need to apply for a modification instead. But to be approved for the modification, we must be 30 days late, but the late payments would be deleted upon approval. We didnt make our payment, and submitted the application. We still paid each month, but made sure it always was 30 days past due per their guidelines. What was supposed to be 45 day process turned into 7 months. Then they called us in XXXX telling us they " accidentally '' denied our application, but because it's different laws than a refi.. we would need to reapply and start the process over. We declined and immediately brought the loan current. I then for 4 months in a row disputed the required late payments, asking them to remove them from our credit, since it was what THEY required for the application process. They continually declined our requests to remove.
On XX/XX/XXXX, I received a letter from them stating they had again received our dispute request to remove the late payments showing on our mortgage, from XX/XX/XXXX - XX/XX/XXXX. After not receiving any response I called in on XX/XX/XXXX, and was notified it was again denied. They then forwarded me a copy of the denial letter ( since we never received the denial letter by email or by mail ), which wasn't generated by them until XX/XX/XXXX. Outside of the 30 day FCRA guidelines. I then called them more than 15 times, letting them know they were over the 30 day limit, and now they were required by law to remove these late payments they were reporting. They STILL refuse to remove them. After dealing with this for over half the year now ... it was suggested I come to you for a resolution to get these removed, for not only their error in not responding within the required amount of time by the FCRA of 30 days, but for just not doing the right thing for their borrowers based on THEIR mistake and lies during our modification application process.
|
| 06/03/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Since XX/XX/2020 we have been trying to get the final release of insurance claim funds from the escrow account with LoanCare mortgage company. We have completed the rebuild and passed the final inspection for the city and received the certificate of occupancy. After relaying this to LoanCare they have done nothing to help with the withdraw the last of the funds. Multiple times the inspections that we have requested have been cancelled by LoanCare, the reason i was told was because of COVID-19. When I called to inquire about the next steps we were asked to submit pictures of the house in lieu of inspection. We have waited for responses, time frames have been changing on when we would get those responses from corporate. Then new requests have been submitted, they tell us they are expediting everything, but no progress has been made. Now I am being told that there is confusion between myself and the inspectors, but they said before they cancelled it. Finally another inspection was scheduled, I received a call Monday, XX/XX/XXXX from XXXX XXXX XXXX and they said I had the option to submit to a virtual inspection because of the current situation we are all facing. I submitted photos and received a message that the report had been submitted Tuesday morning, XX/XX/XXXX. I called the claims department to confirm and they told me that it is noted that I don't want an inspection. They had no information as to the final report submitted by XXXX XXXX XXXX. Every person I speak to as well as the supervisor I spoke to have all given me different information and now everything is changing and they are saying that I don't want the inspection, which is completely incorrect. I have called numerous times every week and they are not handling our funds within good faith. This has been going for almost 3 months, I've submitted pictures and the certificate of occupany, but there is no progress. we are unable to pay for services done to complete the rebuild because they will not work with us.
|
| 10/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
To whom it may concern at Loancare : This is to correct an error made on your behalf per error resolution notice under 12C.F.R. *1024.35 I am writing to request that your correct the error described below in regard to the mortgage on my property at : address Payment Errors : OnXX/XX/2019 you withdrew by auto draft the amount of {$5000.00} ( this was done after our loan was paid off ) We contacted you on XX/XX/2019, we were told that we would be able to get a refund once we submitted you proof that the payment was made. You confirmed the loan was paid off and we also have proof from XXXX XXXX that you received the wire for the full pay off on XX/XX/2019.
We emailed you again and attempted a call when we did not receive a confirmation with the requested ticket number on XX/XX/19, We were then advised that a check was to mailed to us on XX/XX/2019 We followed up and were told the check had not gone out. We then again called on XX/XX/2019 and were told that the request wasnt processed correctly. The customer service representative told us that they would request a call from the resolution desk but there was no one we could call. Later that day they called us ( this was a Friday ) We were told that there was nothing more that could be done until Monday.
We have received communication again that the check will be sent out on XX/XX/2019. We are not confident of this as we have been told a check was going out a week earlier.
It is essential, ethical and compulsory that you refund us the money that you took without a bonified need. Not only did you withdraw the payment for the loan balance was, but an additional {$3000.00}.
You withdrew these funds After you received the complete pay off. We have no choice but to notify the Consumer Finance Protection Bureau of these mob-like practices.
Return our funds, or we will pursue damages to the fullest extent allowed. We were put into a financial hardship by no fault of our own and will seek restitution if not handled immediately.
|
| 02/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am extremely stressed out with the company, LoanCare. My loan was transferred to LoanCare in XX/XX/XXXX. I was with another mortgage company starting in XX/XX/XXXX, and I never had an issue with my escrow or insurance policies. In XX/XX/XXXX, LoanCare started to contact me about flood insurance. They needed my flood insurance documents or they were going to put me into a lender placed flood insurance policy. My payment was going from XXXX per month up to XXXX per month. I contacted my condo association because I pay into a flood insurance policy through them. That paperwork was submitted to the initial mortgage company. I called LoanCare, which took hours of my time, to explain the situation, and my condo association kept faxing the insurance policy proof to them. I called every four days. They kept telling me that they never received the fax. So, we would go through the entire process again. After the 5th time on 3 way calls with my condo association, I told LoanCare that I was calling a lawyer if they didn't tell me another way to show proof of this flood insurance. My condo association sent me a pdf via e-mail to show me the proof. Finally, last week ( XX/XX/XXXX ), LoanCare told me that I could upload it electronically. I was furious. So, I received a letter confirming that I was removed from lender placed flood insurance. I was pleased until they screwed up my escrow amount again. They calculated it wrong and have me paying the condo association policy amount per month into my escrow. I NEVER PAID THIS INTO MY ESCROW BECAUSE I PAY A CONDO FEE EVERY MONTH THAT COVERS MY FLOOD INSURANCE. I tried calling at XXXX, and I waited 90 minutes to get a customer service representative, and then they disconnected me while trying to transfer my call to another department. I am beyond done with this company. I really want to refinance with XXXX, but I am unable to get a better interest rate right now. This company is stealing from people 's most valuable asset, their home.
|
| 06/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
I remitted an incorrect monthly mortgage payment for XX/XX/2020. It's an typo of XXXX when it should be XXXX. The payment was sent in time but the servicer decided not to process the payment. I realized the error when receiving the monthly statement and the new amount including the shortage. Around the same time, I received delinquent notice from the servicer. I checked the online account, everything is in good order as both payments were applied.
Subsequently I noticed my credit score has dropped significantly and realized there's a delinquent put through by Loancare. I contacted the credit department via email per instructions from customer service. It replied backed within 1 week indicating the case is closed without any explanation. I checked my credit score and realized it's now changed from delinquent to late payment. Again, I contacted the credit department and same thing that the case is closed. There's no way I can get in touch with credit department or have any actual explanation why it should be treated as late payment when payment was made in time and it's the processing unit decided to hold off not to apply payment until the following month. The error/shortgage can always be applied to escrow as the incorrect amount sufficiently cover monthly P & I plus part of the escrow. And XXXX payment was the month when they tried to adjust the monthly amount with the revised escrow and there's multiple statements subsequently.
Appreciate your kind attention to the matter. It's extremely frustrating for not be able to speak with customer service who can help or receiving an explanation of why it was first treated as delinquent and then late payment. I have other mortgage where there's a more proactive information flow with email notices, etc. So error can be rectified in a more timely manner.
Loancare has subpar customer services but jumped quickly to blemish customer credit. The dispute channel and process is ineffective with very little true customer support.
|
| 02/06/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XXXX, I had a complaint against XXXX XXXX XXXX ; filed a complaint and had my problem resolved and I have a letter from XXXX XXXX XXXX to forgive me of the HELOC XXXX along with a Identmification Lost Note Affidavit. Because my lender has changed three times and have not removed the second mortgage, they sold my loan to another lender company ( XXXX XXXX ) who did not enter me into their system correctly and are trying to collect the money that needs to be removed. Since then, my loan was sent to a collector, who sold my loan to a third party and is holding my home. While these deals are being made, I have submitted a claim with my lender before they filed chapter XXXX and sold my loan. To date, I need my 2nd mortgage removed and remain with my first mortgage and work with my new lender, XXXX XXXX.
According to bankruptcy payment, I payed XXXX, which is to be applied to my first mortgage. Currently, as of XX/XX/XXXX, I am 6 payments behind. However, if they apply my XXXX towards my principle interest for my first mortgage, I will not be behind and my 2 nd mortgage will finally be removed. Because mortgage companies can sell your loan based on numbers, they do not realize that the individuals may have circumstances that can repair their account. Outside collection agencies, do not have the ability to see arrangements that were made and they take advantage of the accounts because of " greed. '' According to a XXXX XXXX Rep in XXXX, I was told that my loan was sold to a private investor which is why I was able to get this resolved by XXXX XXXX XXXX. Since then, I have discovered through an attorney that my name may be attached to other properties, so I have concerns that their may be some frauderalant activities involved ( please see attch ). I currently have a complaint with AG and working with attorney. Because I was involved with a claim which was involved with litigation, I need to have sale espunged because note was not legally transferred due to affidavit.
|
| 05/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My property taxes were due XX/XX/XXXX, and they were not paid. I received a notice from the XXXX County Tax Assessors office in XX/XX/XXXX that the taxes were not paid and incurred a penalty fee. I called my mortgage company, Loan Care, and they stated they would take care of it and incur the penalty fee. They did not supposedly pay until XX/XX/XXXX, per my monthly statement. On XX/XX/XXXX, I received a call from XXXX XXXX with the XXXX County Tax Assessors office that my property taxes were not paid. I called Loan Care that day and was told there is no one I can talk to and that I have to submit an email to XXXX with the issue. I submitted the email that the taxes have not been paid and they need to submit proof of payment including the parcel ID ( XXXX ) to XXXX. I received a confirmation email from them with a reference number of XXXX and it could take 15 business days to for research to be completed. I emailed them again, XX/XX/XXXX, with the above reference number, that no one has reached out about the property taxes issue and this is an urgent matter. I spoke with XXXX on XX/XX/XXXX and told it would be XX/XX/XXXX for an answer as it was still under review. XX/XX/XXXX I spoke with XXXX and told review is in progress and reopened on XX/XX/XXXX with a close date of XX/XX/XXXX but awaiting " XXXX '' to be removed. She did not know what " XXXX '' meant. On XX/XX/XXXX I spoke with XXXX and told she would send this to the manager but it would be 3-4 business days for a response but probably 4 days. She said she is in Virginia and they are in Florida so it is not like she can just go talk to them. I am growing more frustrated because I am unable to talk to anyone with authority to tell me what the problem is and why it has not been resolved. All they need to do is forward a copy of the payment with parcel ID to the email I provided. The current technology would allow this to be done in a matter of minutes via email. Any help would be appreciated.
Thanks, XXXX XXXX
|
| 08/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I demand the 30-day late marks reporting to my credit reports in error be removed right away. The 30-day late marks from XXXX and XX/XX/XXXX arent valid and are having a large negative impact to my credit scores and my ability to qualify for a new mortgage at the best interest rates.
The XXXX mortgage loans ( accts : XXXX, and XXXX ) both show late payments for XX/XX/XXXX. XXXX loan acct XXXX was transferred to LOANCARE mortgage loan ( acct XXXX ) and shows a 30-day late payment for XX/XX/XXXX. Both the XX/XX/XXXX and XX/XX/XXXX 30-day late marks are completely invalid, and I demand for them to be fully removed from my credit history.
I have attached the related, redacted copies of my bank statements showing each on-time payment made from XXXX of XXXX through XXXX of XXXX as evidence neither of my accounts were ever 30-days late, and the reporting is INACCURATE.
This servicer was XXXX, they are no longer in business having gone into federally approved bankruptcy in XXXX. Additionally, when I researched the company, I can see they had a class action lawsuit filed against them for misreporting missed payments, so it appears they are damaging a lot of consumers credit reports wrongfully, not just mine.
I would appreciate your assistance in investigating this manner right away and getting these late marks removed fully from my reports.
As required by the FCRA, all aforementioned information/disputed items that are obvious errors must be deleted from my reports.
As stated in the FCRA, or Fair Credit Reporting Act, Section 609 : 609. Disclosures to consumers [ 15 U.S.C. 1681g ] ( a ) Information on file ; sources ; report recipients. Every consumer reporting agency shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer : ( 4 ) The dates, original payees, and amounts of any checks upon which is based any adverse characterization of the consumer, included in the file at the time of the disclosure.
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| 02/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Two weeks ago I received a late notice. When I immediately called, I was told that my auto-draft did not come out of our account for XXXX. There was no explanation of why this happened AT ALL. I gave full payment that same day, and I was told the issue had been escalated and someone would contact me. No one ever did. I called again last week and was told that the previous person had not correctly applied my new payment from the week before. Yesterday I then received a notice of default in the mail. I am EXTREMELY upset about this. When I view my account online it appears to be current, with nothing overdue and no late charges. I requested via phone and email on XX/XX/21 that they furnish in writing ( email or hardcopy ), confirmation that my account is current and that there is no late payment recorded. After over 30 minutes on hold I was told I would get the requested email that same day ( XX/XX/21 ) detailing that we are not and have never been late or in default. That email did not come and I received a 2nd letter of default via US Mail and notice that they had contacted RI Housing.
Here 's the history of my multiple attempts to straighten this out : Called on XXXX/XXXX/21, 51 minutes. Initial person I talked to ( XXXX ) said he or his supervisor would call me when they were done investigating and they never did. He also gave me his direct line, which was just the same number that is on the letterhead. He also gave me an employee code to use to get him directly, and when I called I was told that they had no way of putting me in touch with him, that they dont have direct lines.
Payment taken in full on XXXX/XXXX/21, cleared from our bank account on XXXX/XXXX/21. Default notice is dated XXXX/XXXX/21.
Called on XXXX/XXXX/21, 27 minutes. Person I talked to said that XXXX had not properly applied my payment from XXXX/XXXX/21.
Sent above request via online form on XXXX/XXXX/21. Received a reply saying to call the XXXX number. Called on XXXX/XXXX/21.
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| 08/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Older American |
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Complaint # XXXX was started on XX/XX/XXXX by phone. I was instructed to log into the site and attach documentation about XXXX/Loancare. When I logged in the only way to enter data is to start a complaint. Please advise if the complaint # is valid?
See complaint # XXXX, filed XX/XX/XXXX Will attach the 4 pages of documentation requested by one of your customer service representatives on Friday XX/XX/XXXX. She gave us the websiteconsumerfinanc.gov.
Upon entering the website there was no link or place to attach the 4 pages with complaint #.
Please call me to verify that you have received the attachment of 4 pages. My name is XXXX XXXX cell XXXX XXXX XXXX I am providing mortgage to XXXX bank in Virginia. My monthly payment is {$1300.00}. I went into forbearance of XX/XX/XXXX through XX/XX/XXXX. Then I came out of forbearance by instruction of XXXX. I am current on my mortgage through XXXX. I wanted to refinance my house with a different lender so to get my credit ratings, we went to the credit bureaus. Only two of them accepted my credit. XXXX reported I did not make my payments from XX/XX/XXXX through XX/XX/XXXX. I notified XXXX of their error and I wanted it corrected. I was told their information is correct and that I made no payments. I was in forbearance. I am losing my interest rate advantage and it will cost me more to refinance my home now. Loan Care is a partner of XXXX bank. When I called I was told that the research team does not speak to people it all has to go through customer service. On my statement it shows all payments have been made, I have no late payments and my account is up to date. I have been trying to refinance for the last five to six months. While in forbearance my payments are not to be reported as late or missed. There are no negatives showing on my mortgage statements so there should not be negatives on my credit report. My forbearance instructions that stated I would not be counted late, I would not lose any interest.
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| 04/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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I have a situation where I have two mortgages that were passed/sold/given to a mortgage servicer during XXXX time when XXXX XXXX XXXX XXXX collapsed. The servicer was XXXX XXXX, which morphed into XXXX which has since morphed again into XXXX/Loancare. The first two iterations were the same people & I suspect the current company has some or all of the same employees as well. During the time I was stuck with XXXX XXXX I had 3 different attorneys on them due to their outrageous behavior that was borderline criminal. No, I'm not exaggerating or making this up. Now I find myself in a situation due to the Covid pandemic where I've applied for help with the current servicer XXXX XXXX/ Loancare & have heard nothing. I applied on XXXX XXXX on their website for Application for Forbearance & both were accepted. I have the receipt confirmations for both. Their site stated that at the outside they would contact me in 3 days I'd have a determination on my two loans which are held by XXXX XXXX. That was 3 weeks ago. To date I have not received a response back. They did manage to find the time however to raise my mortgage payment for one property for escrow. Seems they have time to send me notification of that but not respond to my valid applications. The economy is locked up, I've had a direct loss due to this, prospective clients are not working hence unwilling to pay me. I can easily see a scenario unfold where I'm still waiting for them to respond & have not & I'm at my next payment due date of XX/XX/XXXX. Both mortgages are current & have NEVER been late, with anyone EVER. I've directly contacted the State of Michigan who referred me to XXXX XXXX XXXX XXXX who referred me to your agency. I also tried calling XXXX/Loancare & the phone was not answered. It had a voicemail loop directing me back to website so I could apply online which I'd already done. To say I don't trust these people can't begin to describe my concern.
Thank you for your time & assistance.
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| 10/16/2020 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Servicemember |
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What happened was that we were refinancing our current home mortgage with loancare with this other mortgage loan company called XXXX, and they advised me that they would be taking care of my XX/XX/XXXX payment when the closing took place on XX/XX/XXXX. I received a call from the loan officer that day stating that they put on hold until the XXXX due to recent state restrictions because of covid. On this day I received another call from them to say that they were putting a hold to the loan until the restrictions in NJ were lifted due to the pandemic because my husband job was closed due to the state shutdown, I then proceeded to contact Loancare about my XXXX payment. The XXXX payment was not made until XX/XX/XXXX due to me trying to contact a supervisor from XX/XX/XXXX to the XXXX since staff was limited due to covid. I spoke with several reps who instructed me to speak with a supervisor so that no late fees occurred or bad reporting due to the other lender putting the loan on hold due to Covid19. I do not feel like this is an accurate reflection of my credit history or my relationship with Loancare. I have called their credit reporting department and send emails with no luck or resolution. If you were to review my credit history, you would see this is the only late payment I have ever had. I have put in disputes with the XXXX credit reporting agencies with no luck as well. Transunion suggested that I reach out to consumer finance for further help. This situation was beyond my control please, I need help covid affected us so much and I can't refinance my home because this " one '' payment is hurting me so much. Other lenders can help me refinance because they state i have to wait 6-8 months and make payments on time. That was the only payment that was ever late since I purchased my home in XXXX of XXXX all of my payments even during the shut down were on time and two weeks early. Please help me with this situation that was beyond my control.
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| 04/24/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
I notified my loan company, Loan Care, about a decrease in my property taxes, which would save me considerable money on the escrow portion of my monthly payment. I contacted customer service with this request on XX/XX/XXXX. The representative I spoke with let me know that the escrow department would review my request and follow up with me within a week. Today, XX/XX/XXXX ( a week later ), I contacted Loan Care again because I had not received any follow up. The representative I spoke with informed me that Loan Care declined to adjust my payment because " they had not found any significant change in my taxes. '' I informed the representative that this was incorrect and she provided me with an email address to which I could send my complaint with documentation from the county, and explained to me that I would have to start ALL OVER by providing all information over again, in a brand new request. This is beyond frustrating and has a significant financial impact on my cost of living ( about {$400.00} a month! ).
I also asked if it was possible to get my escrow account removed, so that I could pay my own tax bills. We have a XXXX XXXX and I understand that escrow is NOT required. The representative recommended I submit a separate request to the customer service email and informed me that there was no specific criteria for removing the escrow account and " sometimes they don't do it. '' This is troubling, because it is unclear to me, as a customer, what I need to demonstrate and what the criteria is to be able to pay my own bills ... rather than pay this third party company what amounts to an additional {$2000.00} a year to pay my bills for me.
I am significantly concerned that the company failed to follow up the first time, conducted an erroneous analysis, that they will neglect to follow up on my current request, and that there is no transparency in the process around closing an escrow account. I am perfectly capable of paying my own bills.
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| 05/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
On XX/XX/2018 my mortgage company ( Loancare ) reversed one year of mortgage payments and additional principle payments and showed my account as 12 months past due. My principle owed went up to where it was 12 months previously. After a month and 4 phone calls, they concluded my account was fixed. During this " resolution '' time period, the company did not honor my pre-set auto payment plan ( without notification to me ) and once again showed my account as past due and applied a late fee charge to my account. After 2 more phone calls and escalations, they accepted my payment and said they would wave my late fee. This was on XX/XX/XXXX and my account still show a due late fee.
I have since called again as, after their modifications to my account, as my outstanding principle on my XXXX statement is HIGHER than what was on my XXXX statement prior to their incorrect activities on my account. I was told that my issue was being passed to another department and I would be notified of the status. No additional activities have taken place that I've been made aware of and my account still shows a higher principle balance owed in XXXX ( {$210000.00} ) than it did in XXXX ( {$210000.00} ), despite never missing a payment AND applying additional principle payments.
I submitted a request via email to their customer service department ( I wanted to document the communication ) requesting a fix to my account and a description of the activities they have performed so that I can feel comfortable that my mortgage has been correctly handled. I have followed up 3 additional times and have yet to hear anything at all from my original request despite automated acknowledgement of receipt of my communication.
I am not confident that Loancare is handling my loan properly and that all the payments I've made since loan origination have been applied to my account. I also want to be sure that I was not charged additional interest due to the missteps of Loancare.
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| 03/12/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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I refinanced my home in XX/XX/XXXX with XXXX. The collected taxes due - {$1800.00} - were to be paid from the closing proceeds. They also collected {$600.00} initial escrow for making my homeowners insurance payment which was due in XX/XX/XXXX. Before I could make my first payment, the loan was sold to LoanCare ( a XXXX company ). Everything seemed fine until sometime in XX/XX/2017, I received a notice that my homeowners policy has been cancelled due to no payment received. After a call to LoanCare, they made payment to restore my insurance. It was at that time, I noticed my escrow balance was in the negative by over {$1000.00}. I was unsuccessful getting any explanation from LoanCare, so I contacted XXXX to insure my initial escrow balance was transferred, which it was. I confirmed that with LoanCare later. It was at this time ( probably XX/XX/XXXX ), I was informed that LoanCare had paid my tax bill in XX/XX/XXXX. So I subsequently called the XXXX County Revenue Dept and they confirmed they had received two tax payments ( one in XX/XX/XXXX from the closing proceeds and another XXXX in XX/XX/XXXX from LoanCare ). They further informed me the duplicate payment had been returned to LoanCare on XX/XX/2017. I called LoanCare again ( this was about two weeks ago after I received my statement still showing a negative XXXX escrow balance ). The " customer service '' rep informed me their escrow payments are processed by a 3rd party who could not be contacted but that it takes 30-60 days to process returned payments. They could n't provide a contact at the 3rd party nor could they confirm they had even received the returned payment. Their website does n't provide escrow balance information so I can not confirm if it has been processed yet ( 60+ days later ). I also emailed their customer service department to request this be resolved and with the additional request that I take control of making these payments since they are so inept. No response.
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| 07/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Our loan servicing company was changed to LoanCare and soon after we noticed an error on the new online site. While our payments seem accurate and the total amount owed seem accurate, the online site states the wrong Original Loan Amount. We want the Original Loan Amount on the website ( which is listed as {$44000.00} higher than our original loan ) corrected to the amount on our loan paperwork. We have emailed three times to have this issue corrected and our emails have been totally ignored. Each email was submitted through LoanCare 's secure email via their site login. When our emails were ignored, we began calling to have the issue corrected. We called on XXXX XXXX, 2016 and spoke to XXXX, ID # XXXX. She seemed to understand the problem and agree that it needed to be corrected. She said it would be handled and we would receive written confirmation of the change in the mail. When we did n't receive anything and the correction did n't happen 30 days later, we called again on XXXX XXXX, 2016. This time, we spoke to XXXX, ID # XXXX. She said we could not speak to a supervisor. She listened to the issue and said she would look into it, putting me on hold. A few minutes later, She hung up on me. When I called back, I reached the same person I spoke to on XXXX XXXX, XXXX, ID # XXXX. She said that she remembered me and that their paperwork said that the issue would be resolved on XXXX XXXX and we would be contacted with a resolution by phone. That date has come and gone and we have not heard anything. We have original loan documentation proving that their information is inaccurate and we want this corrected. My concern is that they will sell the loan to another company with this inaccurate information. Due to their unreasonable resistance to correct this error, we are beginning to suspect that they have no intention of fixing the error. We need a definitive response from the company so we can know what next steps to take to address the issue.
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| 08/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My standard loan payment is {$900.00}. I have this setup as an autodraft. Loancare, my mortgage servicing provider, withdrew {$5900.00} from my account on XX/XX/2019. The sent my account balance into negative and causing me to scramble to get my account back to positive and cover other planned expenses.
Prior to the autodraft date of XX/XX/XXXX, on or around XX/XX/2019 I logged into the webportal for my loan and noticed the next scheduled withdraw of {$5900.00}. In disbelief, I immediately contacted customer service ( wait time >45mins ). The lady I spoke with stated it was a typo in the system, and they will only withdraw the statement amount ( {$900.00} ). The next day XX/XX/XXXX, as I can not take the risk of this large withdraw. After speaking with multiple people over an hour period, I was told there is nothing that can be done and they are not sure what will be withdrawn from my account the following morning. They did at this time acknowledge the mistake. The following day {$5900.00} was taken from my account. Another phone call led to me emailing a copy of the pending charge from my bank account, with the promise of a check being sent overnight to reimburse. I was told at this time I will receive a follow up call with a tracking number for the check. No call came, no check came. Monday XX/XX/XXXX I called looking for some answers. I get a different supervisor with little knowledge of the situation. She finally is able to see that a check was not issued because the charge was listed as " pending '' on the emailed statement. I then provided another statement, as was told they check will be sent. I asked for a follow up call with the tracking number. Again, no call. Finally, Wednesday XX/XX/XXXX I get a call stating that a check will be issued for overnight delivery. Friday XX/XX/XXXX, after countless hours on the phone, multiple trips to the bank, stress over other bills, etc. I did receive the check for the amount of {$5000.00}.
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| 04/18/2017 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
|
I have a loan with loancare. They purchased my loan XXXX XXXX XXXX XXXX My first payment was due XXXX XXXX XXXX . Which I made. My original bank had auto-drafts set up to go to the old loan servicing company, XXXX . In XXXX , an auto payment check was sent to XXXX . They tried to cash the check and it came back returned. Mind you, they no longer own the mortgage. They turned around on XXXX and told Loan Care I had a returned check to their company. Loan Care too k one of my payments, I had made to them, and sent it to XXXX . Now, Loancare shows me as being behind a payment. I have argued with loancare over this matter, for 6 months. On XXXX XXXX XXXX , I spoke with XXXX XXXX out of the XXXX Florida office for loan care who after extensive research, that I had provided, agreed, that XXXX had received a payment that they were not entitled to receive. XXXX XXXX at that point said she would get the matter resolved. One month later I called, and LoanCare tells me that the problem is between me and XXXX since I was the borrower. If I wanted to be credited I had to contact them myself and get this mess sorted out. I asked loan care if they were reporting me as being delinquent on my mortgage and XXXX from LoanCare said, no, I have you good. My wife and I were going to get a car, and when the car dealership ran my credit report, Transunion showed me with XXXX negative comments from Loancare concerning my mortage. XXXX XXXX XXXX XXXX and XXXX XXXX XXXX I submitted a ticket to have that information removed from my credit report on XXXX XXXX XXXX . I received an email confirmation that my request had been received and to allow up to XXXX business days to research and resolve the matter. Today is XXXX XXXX XXXX LoanCare ha s not resolved this issue, nor given me a decision, nor removed the derogatory remark from credit report.
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| 09/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
My loan was transferred to this company from XXXX XXXX XXXX To go from a modern " up to date '' system, to the horrifying experience MyLoanCare is, is probably an understatement.
Their website constantly has issues in all aspects. Had a 3 month fiasco of trying to submit my home insurance proof to them and they still haven't input it into their system.
Had trouble paying for the mortgage online using their system as it would have user verification issues. The site looks like it was built in 1991.
Their customer service is not helpful. In my experience with them, I can only recall one time the customer service representative wasn't rude. Many times was told conflicting information and have been charged late fees because I followed instructions given to be by the representative.
I really appreciated their forbearance program, as it was crucial in my families survival with minimal income and I'm grateful for that ... but their site wouldn't register that I was on the forbearance plan and kept trying to charge me late fees. It seemed like their ENTIRE System didn't register I was on their forbearance plan because I would constantly receive reminders via E-Mail or Postal Mail saying I should use their forbearance plan. When I would call about being on the forbearance plan, their customer service representatives would tell me I was late on payments and I will receive multiple penalties.
The latest incident - currently trying to handle - is that when trying to close on my apartment, buy a new home, and close the loan, they won't send the final mortgage amount to my escrow company and I am in a contract to have to pay a fee for every day the escrow company doesn't receive the final loan amount. It's extremely frustrating because they said every time I call about checking the status of this, it RESETS the claim and sets back the process and restarts the clock back to zero. I don't understand how the company is still in business.
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| 08/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XXXX XXXX 2017 my mother XXXX XXXX. On XXXX XXXX, my sister and I went to court to become administrators of her estate. We faxed these documents in to Loancare. We spoke to them on the phone and they told us what we needed to fax in. We faxed in the court documents and the XXXX XXXX. They had my sisters phone number on file. Days went by and we had n't heard anything from them. So my sister called them and they said that they had been trying to call my XXXX mothers cell phone. They did not try to call my sister, and they did not send a letter. These people are lazy. When we did talk to them they said that they did n't have the documents that they needed. I have a read receipt from the fax that proves that the documents were sent and that it did go through. On XXXX XXXX, 2017 I sent the documents again through email. On XXXX XXXX we sent them a check to pay off my mothers house loan. On XXXX XXXX we received an email saying that they received our request and gave us a ticket number. On XX/XX/2017 My sister spoke with them again. They said that they could n't talk to us because they did n't have the correct documents. After nearly an hour on the phone they finally found the documents but said they could not talk to us because they have not processed them! This is their fault for not doing their job.They refused to let my sister speak to a supervisor but she demanded and they finally said that they would have one call her back. These people have made our lives so much harder than what it already has been. They are awful. We have went through enough losing our XXXX year old mother and us only being XXXX and XXXX having to deal with this loss. No one has been compassionate. No one has even been nice. No one has tried to help us at all. Every single person that we have talked to has given us the run around. Please fix this. I do not want anyone else to have to go through the absolute torture that we have had to go through with them.
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| 01/12/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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Loan Care acquired the servicing on my loan in XX/XX/XXXX. To date, I have been unable to access my account online to set up monthly auto pays. I have called several times only to be told the website is down. I have had to complain vigorously for them to take a phone payment from me AND ALSO waive their phone payment fee of {$15.00} and the fee for paying after the 4th business day after the XXXX of the month. Tonight, When calling again to inquire about their website issues, I was told the site is not down but that Loan Care 's site is not compatible with APPLE/Safari. Nowhere on their statements or web site does it give this warning. I am again after the 4th business day and have had to argue about their attempt to charge me to process on-line and auto draft payments from my savings account. Their fees escalate even higher on the XXXX day. This is a de facto late charge being assessed and does not agree with my note which states payments due on the XXXX and can not be considered late until after the XXXX. I have never been charged by a mortgage servicer for a payment process that is lower in cost and more efficient than mailing checks which is apparently what they want me to do to avoid their inappropriate late fee assessment. I respectfully request CFPB to instruct the servicer they can not charge me fees for " on time '' payments. The web site issue is another sneaky way for them to catch an unwitting consumer in their process which all seems designed to funnel borrowers into paying additional fees to make on time payments, probably to make up for lost float on payments coming in after the XXXX of the month. That 's probably why they increase after the XXXX day but still before the XXXX day when a late charge is legitimate and permissible per the note ). This is the worst mortgage loan servicer I have encountered in over 30 years and multiple mortgages! Check the online complaint logs ... they are horrible, broadly speaking!
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| 04/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I received a letter from my current mortgage company that I had been sold to Loan Care.
This was effective XX/XX/XXXX. I contacted loan care on XX/XX/XXXX for an account number as I have not received anything from them in the US Mail. I was told theses things take time they had received a LARGE batch of these on XX/XX/XXXX and call back in a week or so.
Today I called there is a 3 minute message that tells how to ask for forbearance what that means blah blah blah. Finally at the end after offering me the opportunity to apply for forbearance repeatedly it transferred me to the main menu. It asked for the last 4 of my social security number cause it recognized me. I entered that and then more automated prompts. None of which lead to customer support. One was for " insurance claims '' I press zero it says not an option. I press zero again it hangs up on me. I call back going thru the forbearance 3.5 minute speech AGAIN!. This time I press 4 for insurance. Then listen to several other prompts to finally get to a HUMAN BEING.
After identifying myself to her I finally get my account number and am able to set up online access. I do so then I go to set up reoccurring payments and a message pops up that says " Auto draft enrollment will become available once past due payment amounts have been paid '' For REAL! See attached!!!
Now legally I am NOT passed due I am not subject to a late fee and it is XX/XX/XXXX. If LoanCare were already my servicer then on Thursday XX/XX/XXXX I would be late and would have a late fee. However Federal Law is crystal clear on service transferring and no late fees may collected and not late reporting may be done during the process. And to TOP IT ALL OFF loan care did not provide a current mortgage statement for XX/XX/XXXX. They did not have their JOB DONE AND MY LOAN ON THE BOOKS WHEN THEY WERE REQUIRED TO DO SO.
In closing theXX/XX/XXXX0 payment was made this morning as soon as I had access to the loan.
|
| 11/30/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
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|
Web |
|
|
My mortgage loan was processed out of forbearance on XX/XX/XXXX into a covid-19 defferal by this serviceer ( loancare ). I made my first pmt post forbearance on time on XXXX XXXX, XXXX but that payment was wrongly applied based on the XXXX XXXX XXXX stmt i received.
On the XXXX XXXX stmt, the pmt i made post forbearance was applied to payment due in on XX/XX/XXXX based on the " description field '' on the line item in the stmt. Why would they do that? The unpaid balance during forbearance should be placed in a non-interest bearing account and added to the back of the loan. Pmts made post forbearance shouldn't be used to offset pmts missed.
I've tried resolving this via multiple calls to this company and i've been unable to talk to anyone who understands what the process should be to resolve this. Its been one clueless customer rep after the other.
My online profile shows a " next payment due date of XXXX XXXX, XXXX '', even though i made a payment on XX/XX/XXXX that is incorrectly reflected on the statement. Also, my payment due on " XX/XX/XXXX '' from the incorrect stmt generated on XXXX XXXX, XXXX has an amount due of {$7100.00} which is twice my normal payment.
I went through the same covid-19 deferral process with XXXX and it only took XXXX to start/complete the process. This loancare process has been ongoing for me since XX/XX/XXXX when i contacted the company to exit forbearance.
I was told to wait on the system to update in the companies response to me on XXXX XXXX. Exactly what system needs to be updated when the payment i made was accepted by the system but incorrectly applied. Its not a systems issue, clearly this servicers team needs significant help with training.
My regular monthly pmt is what i will pay in XX/XX/XXXX and if loancare falsely reports defferred payments to credit agencies thereby distorting my business credit I will most certainly pursue litigation against these incompetent organisation.
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| 04/05/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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Ive been always paying my mortgage on time. In XX/XX/XXXX, for some reason, the mortgage company didnt receive my payment on time. The payment was a check from my bank account which was mailed to the Mortgage Company by XXXX XXXX. The mortgage company mailed me a Delinquent Notice. When I called them, they said that they did not receive the check. The manager who I was talking to her on the phone, suggested me to put a stop payment on that check and she charged my debit card over the phone for XX/XX/XXXX payment. I did that. She also charged me a late fee. I told her it was not my fault that the check was lost. But she charged me late fee anyway.
Since then, they keep sending me letters and calling me for being behind on my payment. They keep charging me late fees. They are threatening me to report the late payment to the credit companies. Ive been on the phone with the mortgage company almost every week since XX/XX/XXXX. I emailed them a copy of my bank statements showing that the money came out of my bank account and was sent to the mortgage company every month. I also emailed them a copy of the confirmations showing that they received the money every month. But I couldnt fix the problem. I talked to and emailed the supporting documents to several managers but every time, there is a new person and he/she has no record of my previous emails and conversations. I have to send the supporting documents again and again.
I also contacted XXXX XXXX and I called the mortgage company from XXXX XXXX branch. A banker and I talked to a manager at Loan Care and the banker told her that I made my payments every month. But she didnt listen. I filed a complaint with XXXX XXXX. XXXX XXXX mailed me the Transaction ID # for 2 of my payments. They said the third Transaction ID # is from a different department and they will mail it to me. I am waiting to receive the third Transaction ID # from XXXX XXXX in the mail. I dont know what else to do?
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| 03/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I was in forbearance during COVID and entered into a loan modification agreement with my lender. I was given a payment schedule of three payment to make of approx ~ {$2900.00}. They do not have automated payment methods. I called in to make the first payment in XX/XX/2021 ( the phone call was recorded ) and the person told me that I had {$2700.00} in suspension ( I made a partial payment during the forbearance period ) and that I could apply it towards my first payment. I asked her at least three times if that was true and she said yes, so i authorized an ACH payment of {$250.00} ( which combined with the {$2700.00} was more than enough for the initial payment ). I called in XXXX and made a full payment of ~ {$2900.00} and it was processed from my bank account. In XXXX when I called to make the third and final payment they told me that the agreement was breached for a missed payment on my part and that the agreement was cancelled. I explained what the lady told me and they researched it and got back to me acknowledging the mistake and informed me that she was wrong that a payment in suspension could NOT be used towards a payment. I explained that I was prepared to make a full payment when I called in and would have done so had she not directed me in this manner. At this point I have been on the phone with them three times for over three hours and each time they tel me it is reinstated and then I get letters to the contrary. I have escalated to no avail and at this point they are telling me tht I have to reapply for a loan modification and start all over. The big issue with that is that my current interest rate is 4>65 % and I have a lender that is willing to refinance it down to 2.24 % which will reduce my payment by ~ $ XXXX but this cant be done until I am officially out of forbearance and it is reported as such. Please help as this company seems to be hamstrung by systemic issues and are not willing to fix their mistake.
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| 10/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My mortgage is processed by Loancare LLC. In XXXX, I requested my escrow requirement be waived and allow me to be responsible for my property taxes. After submitting the required paperwork, my exemption was approved in XXXX and my escrow payments to date were refunded to me through XX/XX/XXXX.
I called Loancare to ask if my XXXX auto-pay could be updated to take out the XXXX escrow amount. I was informed it was not possible but I could call back for a refund. It was presented as a simple process.
I called them back after payment had been processed. Customer service told me they processed the refund. However, I did not receive the refund. I called back in XXXX. I was told that the refund department needed verification that I had paid them the funds.
I informed them that it was Loancare that processed my auto-pay as they had done in prior months and that their own statement showed the excess funds. They told me that I needed to submit a bank statement showing that the funds had been deducted from my checking account. I asked how did that prove anything if they didnt believe that they already had my funds. I was told that that was their process and if I wanted a refund I would have to comply.
I am concerned about identity theft, so I submitted a statement with my only the last four on my account number showing and the actual transaction. This was not acceptable. This had already taken up too much of my time and headspace, so I submitted the entire statement, They sent more communication denying the refund with excuses such as needing additional information or saying they misunderstood the request. The final straw has been when theyve responded saying that the request is after 60 days of payment processing and can not be refunded. They do not mention what will happen with the excess funds or that they originally refunded the escrow balance well after 60 days.
It seems they are looking to ways to frustrate their customers.
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| 01/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I bought a home in XX/XX/2021 using Loan Care LLC in Virginia. In XX/XX/2021 I asked the mortgage company if I could do split payments for my mortgage. They said they could do it and one of my payments were split up from one week to the next. The next month they called me and said that I was missing a payment, I told them that someone from their company told me I could do split payments or biweekly. They said that was not possible and they could not do it. I said OK and authorized to have full payment processed from my account in the amount of {$490.00} every month, the woman I spoke with on the phone from the mortgage company gave me a confirmation number.
Today they called me this morning around XXXX XXXX and stated I was behind two payments on my mortgage, I told him I did not understand and that in XXXX I was told I was already set up for automatic payments ( which you can do over the phone ) they told me they did not see in there system anything was authorized for that. The woman I spoke on the phone with first stated my last payment that was supposed to be processed in XXXX was canceled as soon as I got off the phone after I had already authorized it. I asked what was the reason for that and she said the woman who spoke with me Might have pressed the wrong button or something. I immediately asked to speak to a supervisor. I explain to the supervisor what was going on and she stated she would waive the late fee which is only {$16.00}. I now owe {$980.00} to Loan care. I also provided the supervisor with a confirmation number I was given by the person I last spoke to she stated that number did not exist in their system.
I asked the supervisor why the woman I spoke with last time would give me that confirmation number if it didnt exist she stated she did not know and they would look into it.
This would be the third time they have forgotten to process my payments correctly This is also taking a hit to my credit.
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| 07/11/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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XX/XX/XXXX, I scheduled my mortgage payment thru the biller 's website. Not sure if there was an issue with the site, or the submission just did n't go thru, but my payment never made it to Loancare for XX/XX/XXXX payment. I looked on my browser history and could n't find any information due to my history would only go back 2 weeks. I contacted Loancare and explained that I scheduled my payment, but do not know why it did n't show up. I explained that I was currently in the process of purchasing my new home, so there was no way I would have jeopardized missing a payment and causing issues with my credit. Unfortunately, they did n't want to hear it and told me they could n't do anything and that the 30 day late notice would remain on my credit report. I just retired from the military after serving for 20 years, in the process of getting married and this was going to be our first home together. Because of the 30 day late on my credit report, it dropped my credit score by over XXXX points which has caused me not be able to close on our new home and because I just sold my previous home, I am essentially homeless and can not get approved to purchase or rent another home. The loan payment that was scheduled for XX/XX/XXXX was actually credited to the account on XXXX XXXX, but they would not post it to my principle and interest balance since I was in the process of selling my home. I paid off the entire loan balance as of XXXX XXXX, 2016, but the damage has been done and Loancare would not consider removing the 30 day late even though I know I scheduled the payment. I served 20 years in the military and could n't believe that this company would be so unaccepting of my integrity. I had no reason to miss the payment and my weekly income is sufficient enough to ensure my payments can always be made. Plus the fact that I was in the process of closing on my new home, there too was another reason as to why I would n't miss a payment.
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| 09/02/2021 |
Yes |
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- Trouble during payment process
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Web |
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I have an FHA primary mortgage with LoanCare. The loan servicing company is XXXX XXXX XXXX. On or about XX/XX/XXXX, I received an alert from XXXX XXXX informing me that LoanCare put adverse information on my credit report due to an unpaid {$750.00} fee. I communicate with LoanCare staff on a regular and recurring basis and was not informed of this fee. When I called LoanCare representatives, they stated that my mortgage loan is current and there are no fees due. My online account with LoanCare did not reflect the {$750.00} fee. However, it did reflect a {$15.00} fee for the month of XX/XX/XXXX which I paid promptly along with my mortgage on or about XX/XX/XXXX. On XX/XX/XXXX, I left a message on LoanCares customer website and requested that a manager contact me so that I could determine whether there was a {$750.00} fee and the reason for the fee. On XX/XX/XXXX, I spoke with XXXX ( Employee ID # XXXX ), a manager with LoanCares Customer Service Department, and she informed me that the {$750.00} fee was an attorney fee that LoanCare charged that is related to my Chapter XXXX bankruptcy case that I filed in DC Bankruptcy Court on XX/XX/XXXX ( Case Number XXXX ). XXXX XXXX, Bankruptcy Attorney, represented me in Case Number XXXX. In XX/XX/XXXX, Mr. XXXX voluntarily dismissed my case at my request. On XX/XX/XXXX, I sent an E-Mail message to XXXX XXXX inquiring about LoanCares fee in the amount of {$750.00} and he replied to my E-Mail message on XX/XX/XXXX stating that he was never informed of this fee by LoanCares legal representative. My mortgage loan was modified to lower my monthly payment and interest rate effective on XX/XX/XXXX. The trial payments and processing of my loan modification application began in XX/XX/XXXX and ended in XX/XX/XXXX. In XX/XX/XXXX, I was informed by LoanCare customer service representatives that if there were any fees outstanding that they would be removed during the loan modification process.
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| 09/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The XXXX family applied for a loan modification on XXXX. They called in multiple times for updates and each time they called in they were told the package was in review and nothing was being requested. On XXXX we called in and spoke to XXXX in Loss Mitigation and she said there was NO package in review nothing was ever received and that my home would be going to sale. I have the email trail showing this info was sent in, ( Please see attached ) and that my file was being reviwed There is no excuse as to why this has happened. My sale date is set for XXXX.
The inability of XXXX XXXX/Loan Care to receive a simple Email/facsimile or simply maintain a file is inexcusable. Not only did I timely send the information, but a successful confirmation was kept as a record. The number of times that I spoke with XXXX XXXX/Loan Care to check status of my file should extinguish any opportunity to excuse their behavior.
Between the misplacement of our financial documents and the poor communication from XXXX XXXX/Loan Care, it is clear that they simply do not want to review our file for a possible work-out solution.
The events described above are just a sample of the practices that are taking place at XXXX XXXX/Loan Care. They appear to be more interested in foreclosing on my home and fire selling it at auction to make a profit. It appears that their lack of participation in a meaningful modification review of our file indicates a preference to profit directly from our hardships.
We are demanding our file be properly reviewed or we will file a complaint in civil court with the following causes of action- Negligence, Fraud, violation of California Business and professions code 17200, intentional infliction of emotional distress, and promissory estoppel.
My family has been discriminated on based on our race, ethnicity, language and national origin. We will name XXXX XXXX, XXXX XXXX, and XXXX XXXX as defendants in this civil matter.
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| 04/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Unable to get your credit report or credit score
- Other problem getting your report or credit score
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|
Web |
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Approx XX/XX/2021 my ONLY mortgage from XXXX XXXX was transferred to Loancare , LLC. What was unusual was that for the first time in 14 years I was now being issued a brand new account number. I called XXXX to protest the reassignment of my account number and voiced my concern of credit concerns and how it registered with the credit bureaus. I was told its recognized by the credit bureaus and will see no significant changes..Its a bunch of XXXX that I was sold!
I just checked my XX/XX/XXXX credit report as I do each month from all 3 bureaus. XXXX shows : 1 mortgage account was closed ... This will remain on your account for 10 years ...
XXXX details for my score this month shows : : On your previous report you had 1 open mortgage accountnow you have 0, which usually means you closed a mortgage account. This could hurt or harm your credit score. Your total number of open mortgage accounts has decreased by 1. ... ..
Well obviously so! My credit score has dropped by XXXX points! My score has fluctuated by 2-3 points each month for years. The only other factor was a balance increase of {$1500.00} on 1 cc, commonplace and in the past has led to my score dropping by only a few points.
Credit bureau tips always suggest not to close accounts. More importantly the XXXX XXXX XXXX ADVISED ME THAT THE ACCOUNT WOULD SHOW AS CLOSED. ALSO XXXX XXXX NOTICE STATED THAT THEY WERE TRANSFERRING THE LOAN, NOT CLOSING THE ACCOUNT. THIS WAS MISLEADING AND WILLFULLY LIEING TO THE CLIENTS**** What action is going to be taken by the irresponsibility and negligence of this action by these mortgage companies and practices??? This is not a rhetorical question. WHAT ACTION WILL BE TAKEN?
By selling off loans, lending companies raise money so they can lend to more prospective buyers. Meanwhile, XXXX and Loancare have negatively affected my credit! A bunch of liars!!!
I am livid, angry and frustrated. I hope you take this SERIOUSLY. XXXX.
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| 09/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I XXXX XXXX XXXX would like to formally complain about my mortgage servicer XXXX. I submitted my complete application for mortgage assistance about 2 months. I keep following up and I speak to many people seems that no one knows whats going on. They've been give me the run around transferring me all over the place. Finally today, they told me theres no time to review and that I hand a sale date set for XX/XX/2019. As you can see, I've been bounced around given wrong information not just by rep but by managers. They admitted to handling wrong our case and that he was sorry but that my house will go for sale on XX/XX/2019. I explain that I have a family and that we are going to be in the street and my mother is very Ill to be move suddenly but he did not show any sympathy towards my situation. I stated to him that I do not want to lose my home that's all we have and that I will be thrown out with my family and no place to stay he he did not care I felt very discriminated at that point. I don't understand why they would ignore my application all this time and they waited to get close to a sale date to tell me they didn't review my application. I ask why is he treating us like that I don't deserve to be treated fair like everyone else its clear to me that you are discriminating me he disconnected the call and left me with words on my mouth. They are not even allowing me to appeal. All I'm asking is a fair review and for my sale date be postponed so they can get a chance to review my package and review my current situation with and to stop discriminating me. If this does not go anywhere I am going to seek legal advice to see if I can sue my mortgage company. I give permission to Consumer Financial protection Bureau to speak on my behalf and get to the bottom of this I am scare to call on my own mortgage servicer.Please, help me I do not want to be thrown out on the street with my family. Yours truly, XXXX XXXX XXXX
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| 09/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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We required a repayment plan last year due to Irma Hurricane. My last payment for this plan was in XX/XX/2018, I called on XXXX and ask if everything was good with my Loan but the service agent told me " I do not what happened but we have to put your account on a new repayment plan for 3 months, XXXX, XXXX and XX/XX/2018 ''. Then, in XXXX, my account will be current. I made my payments and called again on XXXX to verify it, but one more time another agent told me, " I see something unusual on your account, let me double check '', I agree with her ... On XX/XX/XXXX, I spoke with tow different employees over there, both of them told me " yes off course, WE ( Loan Care ) made a mistake, allow us 3 or 4 days to resolve it. Loan Care should move my payments because my money was sent I do not know where ... On XX/XX/XXXX one agent told me " Your account will be current, next payment will be on XXXX '' I ask her for a confirmation letter with this information and she said " yes, I am going to send it to you on XX/XX/XXXX ''. Since Monday XX/XX/XXXX, I have been calling her but she never answered my calls. Now, after 2 hours on the line with another agent, she informed that I have money available as Escrow for {$1400.00} but first, I have to pay {$550.00} to put my account current. I need that Loan Care move my money from escrow to cover the {$550.00} and put my account current. Loan Care never informed my about any situations, they have a different answer each time that I call them, nobody knows what happened and the solution is the same : you are late with payments. I did not ask send my money to escrow so why I have to resolve the situation paying more money without guarantees that my account will be ok. My credit is being affected for this situation. At this time I lost all the confidence I had in that company and I do not want to make another payment without make sure that my over payments will be returned to me.
|
| 09/28/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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By far the worst experience I ever had with any financial company. This company is scam and should be shut down!
This company is violating the laws ( UDAAP ) and needs to be held accountable.
My story : Unfortunately I foreclosed on my home in 2018 and received a debt cancelation documentation from my lander at the time ( XXXX ). I ended up taking a huge loss and paying almost 30k to IRS to cover this free money that was forgiven by lander.
This other company started contacting me recently via mail ( LoanCare ) stating that they are my lander now!?!?!?!?! How can they be my lander if I dont even have an open loan ( with them or anyone else ).
I contacted them attempting to clarify and resolve this mix up. I was already upset and wasnt very nice to several reps/managers who were asking me ridiculous questions and not willing to help in any way. Only thing I was asking is to be removed from their mail list and for them to stop contacting me about the loan I no longer own.
Well, someone from this company decided to retaliate and reported a new open loan with 24 no/late payments to the credit agencies.
My credit score went down 150 point for the loan that I dont even have!?
After several hours on the phone, I spoke to two different supervisor and no one could tell me what in the world is happening. They both ensured me this will be handled with urgency and this remarks will be removed from my credit report.
Well, 2 weeks later nothing was changed.
Just spoke to another rep from this company who refused to transfer me to one of the supervisors, was extremely rude and obnoxious and ended up transferring me to no one ( hanged up on me ).
This is completely unacceptable and I'm counting on CFPB to assist me resolve this situation and quickly.
I did some research on this company and couldn't find a single positive review from any of their customers.
Please contact me if you require more information.
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| 01/26/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I started in a loan modification program for my mortgage in XXXX of XXXX. I paid three trail payments, XXXX, XXXX and XXXX of XXXX and returned the signed and notarized paperwork ( notarized by my lawyer ) in XXXX of XXXX. That completed the modification process and I continued to pay the agreed upon mortgage amount every month since. I have bank statements showing my payments have been made and are on time ever since.
In XXXX of XXXX, I logged into my account online and noticed my account was showing past due. I called Loancare, was transferred to a superior who looked into the issue and saw there had been a miscalculation made in their underwriting department which was causing this issue. I was assured the issue was being escalated to be resolved. I have since been calling Loancare several times a month for the past 5 months - this issue has not been resolved, the calls I'm told will be returned are not and the issue persists. I continue to pay my mortgage, and each month it is showing I am behind - essentially my payments are not being applied properly.
I have been approved by another lender to refinance so I can get away from Loancare as they won't resolve the issue, but because the issue is unresolved, and my payoff being given by Loancare to the new lender is showing I'm behind, I can't refinance. I have given my new lender authorization to communicate with Loancare and they have spent over 6 hours on the phone with them over the past three weeks- still being promised that the issue is being escalated and someone will call them back with resolution, but no call backs have been received.
It feels that Loancare is being unethical holding my business XXXX with them as they refuse to resolve an issue that I have been trying to resolve for several months. This is negatively impacting my as I have the opportunity to get a lower interest rate and with each week that passes, I loose the chance to do so.
|
| 09/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Please see if you can follow what has happened and why we are so upset with LoanCare LLC.
Our payment should have been corrected in XXXX of 2019 by escrow department to {$2200.00}. XXXX but has not.
With a actual needed mortgage payment of {$2200.00} and a requested mortgage payment they are showing in their website is {$2900.00}, they are inferring a {$7900.00} shortage.
That is bizarre.
XXXX and Loancare were expecting to pay insurance of {$15000.00} in XXXX of 2019 but the real insurance amount paid is {$7900.00}. We changed companies to get a better rate. New insurance came into effect XXXX XXXX and was paid XX/XX/2019.
If they paid incorrect amount to prior insurance company, that would have been refunded to them and would be there to pay new insurance company. Actually, there should be an overage in escrow accounts.
So there would be no shortage in escrow accounts. There is no shortage in escrow accounts absent theft or mismanagement.
So looking at the escrow account amounts shown LoanCares website, they are now showing proper amount for taxes and insurance but you have not changed the payment to reflect that.
If you add {$1000.00} x12 which equals {$12000.00} needed for mortgage payment to principal and interest. Add to that property taxes of $ XXXX+XXXX+ homeowners insurance of {$7900.00} you get a total annual outlay of {$27000.00} When you divide that amount by 12 you get the monthly mortgage payment needed of {$2200.00}.
{$2900.00} x12 = {$35000.00} That is {$7900.00} more than they need to pay for everything associated with our loan. That is a huge shortage they are asserting.
After our XXXX letter to the escrow department we determined they were not going to change the payment amount so we started paying in {$2200.00} as the correct amounts of mortgage payment.
Now the collection department is asserting missed payments.
And is threatening late fees etc.
Regards, XXXX XXXX
|
| 01/13/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
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I have my mortgage through loancare LLC. I was on a payment assistance through the department of economic opportunity where they were helping with my mortgage payments until XX/XX/XXXX. They advised me they sent the payment to loancare at the end of XXXX for the last payment, but loancare would not apply the payment until after I had to call multiple times in XXXX where I was advised it would be applied, but it wasnt finally applied until XX/XX/XXXX! The department of economic opportunity sent them the payment at the end of XXXX!! This has caused an issue for me due to the fact loan care did my escrow analysis before that payment was applied so it shows I have an escrow shortage of about XXXX. I have tried calling over 10 times today to try and reach someone for them to re run my escrow analysis so I am not showing short. I cant even reach a live person! The phone keeps disconnecting even though my statement shows they are open today until XXXX est. I have never been through such a high amount of stress from a company before. Its been a nightmare dealing with them ever since we got our loan in XXXX. On top of that, their systems were hacked and they were under a cyber attack and I received no notification of this until weeks after it happened with a letter through the mail! This has caused fraudulent activity because my information was taken, with even a credit card opened with my information and multiple spam calls. My credit has been impacted by this, we were denied multiple loans which caused hardship, and the stress and anxiety because of this has been horrific. its been awful. If loancare does not resolve this I will be going to the media and filing a lawsuit. I was denied loans to help with necessary home improvement due to this and them posting the payments late that the department of economic opportunity was sending for our account. I even tried to look into getting an equity loan and was rejected.
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| 11/08/2023 |
No |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
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This complaint is about XXXX XXXX XXXX XXXX XXXX and Loancare. LLC ( the subservicer ). On XX/XX/2023, I received a call from a fake XXXX XXXX XXXXXXXX number asking me if I authorized someone not related to me to cash in a check. I said no and they informed me that they would be voiding the check as it was fraud. I asked who was trying to do this and they said they could not provide me with any information about that, but that it was being cashed in California. I immediately called XXXX XXXX XXXX XXXX XXXX to notify them that someone tried cashing in the check they sent me. They informed me that they could send me another check, but that they could not do that until 30 days from the date the check was issued, which was XX/XX/XXXX. I called back on XX/XX/XXXX and they confirmed that they were mailing me another check. On XX/XX/XXXX, after not receiving the second check, I called again. They told me that they did not send out a second check because the original check was cashed on XX/XX/XXXX. I was shocked and told them that this should not have happened, as I alerted them on XX/XX/XXXX about the fraud. I asked for a picture of the endorsed check and they sent me a picture with the endorsed part cut off. When I asked for another picture, they put me on a long hold and proceeded to send me a picture with someone else 's name on the endorsement section. I have contacted XXXX XXXX XXXX XXXX XXXX many times asking for the money they owe me for my escrow refund, but each time they give me conflicting stories. They even had a stranger 's phone number attached to my account : XXXX. They tell me they need to finish their investigation and then they will see if they can give me the money I am owed. XXXXLoancare owes me my escrow refund of {$4900.00} and it is clear to me that they never sent me a check and are giving me the run around. I am requesting that I receive the money I have been owed since XXXX immediately.
|
| 10/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
We purchased our home in XXXX of XXXX through a conventional 100 % loan for {$240000.00}. I recently sent a letter to our mortgage company requesting to have our Private Mortgage Insurance ( PMI ) cancelled. I received a letter from them saying that our request was denied because our current loan-to-current value ( LTCV ) is not at a ratio of 80 %. I will explain why I feel this is inaccurate : XXXX We have never missed a mortgage payment or been delinquent on a payment in over 13 years at our house.
XXXX When I called the company today ( XX/XX/XXXX ) I was told that we are at only 93 % LTCV because they are basing that off of an appraisal in XXXX when we refinanced at {$200000.00}. I explained that it should be based off the ORIGINAL loan appraisal of {$240000.00} in XXXX. On top of that I know for a fact that our house is currently valued at over {$310000.00} as we were told by a real estate agent in XXXX when we thought about selling our house, and now real estate values in my area have gone up even more. I was told by our mortgage company that they will " re-open '' our case but we also can pay for a new appraisal to prove that our home is worth more than {$200000.00} but I know this is not necessary if they actually go off of the correct ORIGINAL appraisal of {$240000.00}, let alone going off of current real estate market values.
Our outstanding principal balance currently stands at {$190000.00}. So we are actually at 79 % LTCV which is grounds for us to have a case for having our PMI cancelled.
Our mortgage company is XXXX, and the servicing company is Loancare.
My complaint is that I feel that our mortgage company is forcing me to have to pay for a new appraisal at my expense in order to have my PMI cancelled which is unfair when the Homeowner 's Protection ACT allows for PMI cancellation once someone has reached 80 % LTCV payoff of the ORIGINAL loan and has great payment history like we have.
|
| 08/06/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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I applied for a loan modification with my loan service at loan care in XX/XX/2021. I was previously on the covid 19 forbearance plan. I was told by a representative after calling into this company that my loan modification was approved and the new mortgage amount was modified to {$1300.00} and the payment was not due until XX/XX/2021. I was also told to look out for documents in the mail which was my loan modification agreement and was instructed to have the documents signed and notarized and sent back to the company. I did as I was told and in XXXX I called to make the payment and was told that my loan is no longer XXXX and the new amount is {$2100.00}. I was told that I was approved for the partial claim loan modification and I must adhere to the terms of my loan modification agreement. When I pointed out to the services that The language in the loan modification agreement that I signed does not match the partial claim loan modification plan they acknowledge the error and keep telling me that they are evaluating my case and expedited it to a supervisor for review and corrections. I have asked this company to provide all documents pertaining to the partial claim loan modification including the promissory note for the partial claim portion of the loan. To date I have not received it. I am concerned because although the company is telling me verbally that I have been approved and is reviving the covid 19 partial claim loan modification my new mortgage pay reflects that I am on a regular loan modification and not the partial claim loan modification. In addition I have not received as per request proof from their company that I am receiving this partial claim loan modification. Please help me with obtaining proof that I am in fact on the partial claim loan modification In written form so that I can see how my loan was changed. My name is XXXX XXXX my loan number is XXXX. I can be reached at XXXX, Thank you
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| 12/28/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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XX/XX/XXXX To whom it may concern, I am filing this complaint against LoanCare.
-- -They reported to XXXX XXXX XXXX one of the servicers of our mortgage loan that we were late in XXXX when this is not the case and in turn XXXX XXXX XXXX reported negatively on both of the borrowers credit reports. -- - When I was first put into forbearance by the servicer Loan Care ; I made a full payment for {$1600.00} on XX/XX/XXXX when I requested the forbearance until it was approved. ( attached*page1 ) I called back in on XX/XX/XXXX to make sure it was approved and they informed me that they were still working on it and so I made another full payment of {$1600.00} for XXXX. ( attached*page2 ) On XX/XX/XXXX I called again and they told me that they had approved a repayment plan until the forbearance was applied and that I should continue to pay as much as I could and that as long as I paid something that I wouldnt be reported negatively. I made three payments of {$100.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ( attached*page3,4,5 ) As you can see on those emails the receipt says Repayment Plan on it showing that I was on a repayment plan. On XX/XX/XXXX I got an email stating the forbearance was approved and that during the forbearance term, late charges and other fees will be suspended. ( Attached*page 6 ) Since that day I have kept everything up to date and have been in forbearance all this time.
As you can see from the attached Loan Care never reported a late payment on my credit report and everything was in good standing. ( attached*page 7 ) XXXX XXXX XXXX claims that we missed a payment on XX/XX/XXXX in this letter ( attached*page8+ ). They claim that LoanCare gave them this information, but LoanCare is wrong because we requested for forbarance before that time and they always told us that it wouldnt be marked as a missed payment while it was being approved if we made payments even if they were partial.
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| 09/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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* XX/XX/XXXX - Application for For COVID-19 Forbearance is Approved by LoanCare for 360 days. At this point my account with LoanCare is current.
According to LoanCare 's Forbearance terms : " If your loan was current at the time of entering into this Forbearance plan, then each month you are in the Forbearance Plan, we will report the status of the account to the credit reporting agencies as current '' * XX/XX/XXXX - I am notified that mortgage servicing will be transferred to XXXX XXXX XXXX d/b/a/ XXXX XXXX effective XX/XX/XXXX * XX/XX/XXXX - Servicing of my Mortgage is to XXXX XXXX XXXX d/b/a/ XXXX XXXX * XX/XX/XXXX - LoanCare LLC reports a 90+ day delinquency to XXXX -- in violation of their agreement to report my account as current * XX/XX/XXXX - While applying for refinancing, I am informed of the XX/XX/XXXX entry in my credit report. This makes me ineligible to continue my application.
I then contact LoanCare directly. I speak to representative XXXX. She tells me that this mistake happens sometimes with accounts that are in forbearance. She then guides me on how to submit a credit dispute to LoanCare.
After submitting the dispute, she informs me that it will take up to 30 days to receive a response. I ask if this review can be expedited and ask to speak to a manager.
XXXX 's manager then comes on the line. The manager informs me that the because my account was behind when I entered into forbearance, then it is reported as behind.
I correct her that I was not behind on payments before entering forbearance.
She then seems to come up with a different explanation -- that when they transfer mortgage servicers they have to report accounts in forbearance as behind.
I then remind her that this is violation of the forbearance agreement. As I'm explaining this she talks over me repeating the same explanation as before. Trying to make my case, the manager hangs up on the call as I'm speaking.
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| 09/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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LOANCARE COMPLAINT : I refinanced my home in beginning XX/XX/XXXX with XXXX. They subsequently sold my loan to XXXX effective XX/XX/XXXX. The first half of my XXXX mortgage payment went to XXXX, 2nd half went to XXXX, both were {$820.00}.
Loancare took over servicing my loan effective XX/XX/XXXX, after XXXX filed for XXXX.
Somewhere along the way Loancare determined that I was missing a payment, but I'm certain I am not. I have been making 2 payments in the prior month on the XXXX and XXXX, for the upcoming month 's mortgage. I can't count the number of times I've contacted them and explained this. Loancare has always removed late fees when I re-explain I make 2 payments in the prior month for the upcoming month 's mortgage, and they look at my account, but then within a month or two, they send me a Reminder Notice to pay my mortgage and there are more late fees and missing 1/2 payment. I have sent my bank statements repeatedly showing I have missed no payments. In early XXXX I had a conversation with them and the CSR pointed out that it looked like I missed a payment somewhere in XXXX of XXXX, but I haven't. I have a XX/XX/XXXX XXXX showing the 2 XXXX payments ( made in XXXX ) and there were no past due amounts. On XX/XX/XXXX I resent all my bank info again to them and they responded " The proof of payment provided is not sufficient. If further research needed please provide the transmittal form from your bill payer to further research your request. '' At this point I'm so tired of going through the same routine, I sent an extra payment on XX/XX/XXXX of {$800.00}, so for XX/XX/XXXX, they received XXXX {$800.00} payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Today on XX/XX/XXXX, I received in the mail a Payment Reminder FOR XXXX, DATED XXXX, SHOWING I OWE THE FULL XXXX AMOUNT WITH MORE LATE FEES TOTALING {$250.00}. FOR OVER A YEAR I'VE BEEN DOING THE SAME THING WITH LOANCARE WITHOUT RESOLUTION.
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| 01/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX, LoanCare LLC provided a Mortgage Payoff Statement ( ATTACHED ) with the following fees prohibited under Regulation Z, 12 CFR 1026.34 : Processing/Recording : {$190.00} Statement Fee : {$30.00} LoanCare did not provide a processing fee disclosure prior to charging these fees, and the county recording fee is a fraction of what LoanCare is charging.
12 CFR 1026.34 Regulation Z states : " ( 9 ) Payoff statements ( i ) Fee prohibition. In general, a creditor or servicer ( as defined in 12 CFR 1024.2 ( b ) ) may not charge a fee for providing to a consumer, or a person authorized by the consumer to obtain such information, a statement of the amount due to pay off the outstanding balance of a high-cost mortgage.
( ii ) Processing fee. A creditor or servicer may charge a processing fee to cover the cost of providing a payoff statement, as described in paragraph ( a ) ( 9 ) ( i ) of this section, by fax or courier, provided that such fee may not exceed an amount that is comparable to fees imposed for similar services provided in connection with consumer credit transactions that are secured by the consumer 's principal dwelling and are not high-cost mortgages. A creditor or servicer shall make a payoff statement available to a consumer, or a person authorized by the consumer to obtain such information, by a method other than by fax or courier and without charge pursuant to paragraph ( a ) ( 9 ) ( i ) of this section.
( iii ) Processing fee disclosure. Prior to charging a processing fee for provision of a payoff statement by fax or courier, as permitted pursuant to paragraph ( a ) ( 9 ) ( ii ) of this section, a creditor or servicer shall disclose to a consumer or a person authorized by the consumer to obtain the consumer 's payoff statement that payoff statements, as described in paragraph ( a ) ( 9 ) ( i ) of this section, are available by a method other than by fax or courier without charge. ''
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| 08/22/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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Hello. I am having an issue with my mortgage company ( XXXX XXXX XXXX, aka LoanCare ) that they won't resolve and it's affecting our credit. They are reporting incorrect information to all 3 credit reporting agencies, we have filed 2 credit disputes in addition to having reached out to them via email and called 3x to which we were yelled at on the from a supervisor.
Back in XXXX of XXXX we applied for a loan modification because we fell 3 months behind on our payments. We were approved for the modification in XXXX and were set to make our first payment in XXXX. Along came the pandemic and my husband lost his job on or around XXXX XXXX XXXX We called our mortgage company right away to find out what our options were because we weren't going to make the XXXX payment for our modification, and they instructed us that if we made the first payment in XXXX we wouldn't be able to enter a loan forbearance for 3 months so instead they instructed us to apply for a loan forbearance instead of making the XXXX payment. We were approved for the forbearance and have maintained the forbearance every month since XXXX XXXX XXXX. LoanCare has reported us as being late every month since! We have been marked 18 months past due and our on time payments history for the loan had been reported as only making XXXX % of our payments on time! We have called and spoken to employees who have in fact told us that our loan should not be reported negatively or late since we are an FHA loan backed by HUD and therefore protected from being reported negatively but can not get them to correct the issue they just continue each month to mark us late again. It states on THEIR own website that a forbearance will not be reported as negative and will not affect a borrower 's credit. Well my credit score has gone from XXXX to XXXX because of this incorrect reporting on their part! Please advise what can be done to have this corrected ASAP.
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| 04/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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-bought the house in XX/XX/2018 -my first mortgage company transferred my account to Loancare -property tax was for XX/XX/2018 -contacted the Loancare on XX/XX/XXXX , letting them know we received a bill from the county and the tax is overdue. We had more than enough money in the escrow account to pay the tax. ( they said they will take care of it ) -contacted the Loancare on XX/XX/XXXX to get an update - no updates from the company -contacted on XX/XX/XXXX to get an another update - they a check will be disbursed on XX/XX/XXXX to the county and they will cover all the late fees -contacted on XX/XX/XXXX because we received a final notice from the county about foreclosure - They said they will try to move the disbursement date to XX/XX/XXXX.
-contacted on XX/XX/XXXX to get an update - we realized the check was not disbursed like it was promised. The company kept saying, they contacted the county already and they talked. The reason for this delay is they had to review something????
**contacted my property tax office on XX/XX/XXXX directly. I asked if my mortgage company reached out to them but they have no records showing my mortgage company reached out to them. We were afraid of losing our house so we paid the property tax out of our own packet instead of waiting for the mortgage to pay for us** -contacted on the company XX/XX/XXXX for an update - they said they disburse the check on XX/XX/XXXX. They said I will get an email on that day to let me know the money was taken out from the escrow account.
Today is XX/XX/XXXX. I didn't receive any emails from the loancare that they paid the taxes. I checked my escrow account and nothing was taken out. Currently we have {$6300.00} and property tax was {$2400.00}. I'm trying to reach out to them so they can run escrow analysis since we have too much money in our escrow account now. It has been about 26 minutes since I'm waiting for the representative..
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| 01/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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In XX/XX/XXXX I sent Loancare {$200000.00} to recast my loan. The {$200000.00} was applied to my loan on XX/XX/XXXX. This brought my loan balance to 47 % of the original loan. On XX/XX/XXXX Loancare deducted {$130.00} from my escrow for mortgage insurance. I assumed this might be for XX/XX/XXXX and ignored it. On XX/XX/XXXX Loancare deducted another {$130.00} from my escrow for mortgage insurance. On XX/XX/XXXX I sent an email to Loancare 's support and asked why they are still deducting mortgage insurance when my loan is at 47 %. On XX/XX/XXXX I received this resonse " We have received your recent inquiry in regards to your mortgage account. Our records show that your records show that your recast modification is set to start on XX/XX/XXXX. '' I sent another email telling them that did not answer my question that the recast has nothing to do with my present loan balance. They did not respond. On XX/XX/XXXX I called customer care and the representative told me I needed to send an email to cancel the PMI. On XX/XX/XXXX I sent an email to support to cancel my PMI and return the mortgage insurance funds back to my account. I did not get a reply. On XX/XX/XXXX Loancare deducted another {$130.00} from my escrow for mortgage insurance. On XX/XX/XXXX I called customer care again. I talked with XXXX # XXXX. I asked him if I could talk with a manager to get the mortgage insurance payments refunded. He said I ca n't talk with a manager but he sent an email to his supervisor who would get back to me in XXXX or 4 days. I did not get a response. On XX/XX/XXXX I called customer support. I talked with XXXX # XXXX. She told me it would be taken care of by Mid XX/XX/XXXX. I asked her to see if it could be escalated since I am refinancing. She told me to call back XX/XX/XXXX. I called customer support XX/XX/XXXX and talked with XXXX # XXXX. She told me they were not going to refund the mortgage insurance payments.
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| 04/24/2023 |
Yes |
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- Trouble during payment process
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Web |
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I have spoke with LoanCare atleast once a week for 6+ weeks. I was sent paperwork for a partial claim in XXXX, I asked for a breakdown of what was included in the partial claim. After many attempts and incorrect information, I received a call from LoanCare asking when I was making a payment. I said I was requesting a breakdown of the numbers included in the lump sum partial claim. I was informed, of that is expired, we will have to send out another packet to you. The packet I received 6+ weeks later is for a mortgage modification and partial claim. I immediately called and asked why there were modification paperwork included with the partial claim. I'm being told I was denied the partial claim. I have spoke to them weekly requesting a resolution because I do not wish to modify the mortgage. Spoke w LoanCare today, I was told FHA denied it and when they have the written denial notice completed they will send it to me. I asked if it states why it was denied and they said no. LoanCare repeatedly says " a supervisor will be in contact in 24-48 hours '' this has never happened and I have yet to speak with a supervisor. A covid loan modification is meant to " help '' the homeowner. By modifying my mortgage my payment will increase by approx XXXX XXXX The partial claim that is attached to the modification is what I would like to execute. The modification does nothing to the arrears owed, it simply increases my interest rate from XXXX to XXXX. I have reached out to HUD and was given a list of " resources '' however when I contact these resources they do not handle covid relief options and refer me to " call a attorney ''. I was told today to either pay the amount owed in full approx XXXX or sign the modification documents. I feel like LoanCare is not following the HUD requirements and they simply would like to change my loan from 3.125 % interest to 6.875 %. I'm not sure where else to turn to for answers
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| 12/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The mortgage lender submitted the 1Q 2020 tax payment with an incorrect reference number and my city was unable to credit my property tax account. I've spent approximately 40 hours on the phone with the mortgage lender over the past year trying to remedy the situation. Each subsequent quarter, the mortgage lender submitted an incorrect amount resulting in our account being continuously overdue throughout the entire year. We've received delinquency notices monthly all year and finally the week before XXXX we received a notice of tax sale on our home. The lender finally acted, though once again did not pay the correct amount. Rather than waste my time and energy, I went down to city hall and paid the difference myself. To clarify, my mortgage lender did not pay 1Q 2020 property taxes that were due on XX/XX/XXXX2020 until XX/XX/XXXX.
Now that this tax issue is sorted out, we've received an escrow disclosure statement where it is evident that the mortgage lender is attempting to charge late penalties to me. I was assured repeatedly throughout the year that the lender would be solely responsible for paying any penalties. It is my understanding that the reason I pay monthly escrow payments is so that the lender can make accurate and timely property taxes. Instead, the lender has wasted my time, caused XXXX and XXXX, repeatedly made property tax payments incorrectly, late, or not all and is now attempting to charge me for their error. To add insult to injury, they are asking me to pay an escrow deficit of {$4400.00} by XX/XX/XXXX.
I am at my wit 's end with this lender and I do not know where to turn. I have filed complaints with the XXXX twice that have not resulted in anything outside of a letter from the lender indicating that they are reviewing my account and will get back to me on regarding my inquiry soon. I can't go through this for another year let alone another XXXX years of my life.
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| 09/03/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our mortgage servicing was transferred to Loancare in XX/XX/XXXX.
We have had our mortgage for 5 years and pay via EFT. Since transfer of servicing, our payments have not been applied on the day they were received by the Servicer. ( See Enclosure " B '' for detailed schedule of delays ) We called Loancare several times and contacted them via their website twice and could not receive an explanation as to the delay or resolution. On one occasion, we were told by a Loancare employee that Loancare had no obligation to apply our payments until they process them, no matter when they are received. One of our online contact attempts was closed without answer. Receiving information was impossible via the means usually relied on by consumers.
We sent a formal letter of discrepancy asking for resolution. ( See Enclosure " A '' ) We received a response from Loancare dated XX/XX/XXXX stating that because our EFT payment has the prior loan number attached, they did not and will not apply our payment on the day they receive it. Instead, our payments have been and will be applied on the day that a Loancare employee looks up our loan number. ( See Enclosure " C '' ) We believe Loancare is in violation of CFPB rule 15 USC 1639f ( a ) and/or any other rules that apply to the proper crediting of mortgage payments received by a mortgage servicer.
1-Loancare has confirmed the dates of our payments are known to them 2-Loancare states they will not apply our payments on the day they are received but only after an employee looks up our mortgage number.
3-This gives Loancare no impetus to look up mortgage information for such payments 4-We do not agree with Loancare holding our funds as theirs and not reducing our mortgage balance while they look up a loan number.
5-We have taken reasonable steps to identify the error and were only able to receive meaningful information after sending a letter of discrepancy.
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| 09/23/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX like millions of others we went on a XXXX forbearance due to unemployment and lack of childcare, all seemed well and Loancare LLC XXXX seemed very helpful most likely to it being a law I assume now. I requested an extension 6 months later and then after that bringing our forbearance term to the end of XX/XX/XXXX, at which time I was then contacted by XXXX who I thought was a legitimate housing counselor due to them having my personal information. For 2 months I communicated with them solely as instructed being told to be patient, thinking there would be a resolution. There was not. I was later informed that our personal information was stolen by someone that hacked the servers of XXXX XXXX XXXX XXXX aka LoanCare LLC. I then received my foreclosure notice in late XX/XX/XXXX of which I made contact with LoanCare LLC, as the letter gave me different options I chose the mortgage assistance application route. Apparently in doing so it voided my pre-approved Covid-19 modification option I was told by one of the supervisors I spoke with in late XX/XX/XXXX and put me on a regular modification request which requires paper documentation and that is where my vicious cycle we have been stuck in since began. I contacted a XXXX IXXXX XXXX XXXX on XX/XX/XXXX XXXX after yet another request, she informed me that she had found my documents and forwarded them to the processing department but I have been told this before to no avail. These documents have personal information included our children 's XXXX XXXX XXXX where are they going. Which brings us here, today XX/XX/XXXX at XXXX per my HUD approved housing counselor XXXX representative XXXX XXXX XXXX We desperately need help to keep our home for our family of XXXX including XXXX young kids, XXXX infants. For further information we are fully qualified and approved for a {$20000.00} grant from the NH Homeowner Assistance Fund. Thank you.
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| 09/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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Myself and my girlfriend live in XXXX and we closed on our home purchase on XX/XX/2020 and our loan was through XXXX XXXX. Almost immediately after closing XXXX XXXX sold our mortgage to loan care in XXXX. XXXX XXXX did not have all of the details of our loan ( mortgage payment ) complete before selling it to loan care. Prior to closing we were required to have flood insurance however we went through the XXXX process and obtain a letter of map amendment from XXXX stating we did not need flood insurance. XXXX XXXX obviously never transferred that information to loan care however I did. Loan care received the letter stating we were not required to have flood insurance in XX/XX/2020. We made our first mortgage payment to XXXX XXXX because the loan had not yet been fully transferred to loan care. That payment was for {$590.00}. Our 2nd payment went to loan care for {$590.00} on XX/XX/XXXX. The payment amount of {$590.00} is " with '' the flood insurance that we are not required to have and that insurance has been cancelled for some time. I have contacted loan care " several times '' explaining this and they have confirmed to me verbally and with a letter they sent to me dated XX/XX/2020 that they are aware that we do not need flood insurance however our mortgage payment is due today XXXX and loan care has still not removed the flood insurance portion of our mortgage payment. We will be forced to make our 3rd mortgage payment in the amount of {$590.00} when it should be less minus the unnecessary flood insurance. We could be using that extra money we are paying for flood insurance that we don't need and that has already been cancelled for our other bills. I do " NOT '' want your office to have loan care call me because as I stated I have discussed this with them several times and gotten nowhere. If I could resolve this issue myself with loan care I wouldn't need to file this complaint.
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| 11/10/2022 |
Yes |
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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- UNITED STATES MINOR OUTLYING ISLANDS
- 38401
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Web |
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I filed a complaint with XXXX in XX/XX/XXXX. LOANCARE mortgage service was asked, written to, I emailed per their email address given, called numerous times, to get my partial claim amount correct and XXXX released.
They said it was done and even told XXXX they were resolving it in XXXX. AN ATTORNEY STATES THEY WOULD START FROM FIRST DATE OF COMPLAINT WHICH IS ACTUALLY XX/XX/XXXX. WE ARE WAY PASSED A DELAY OR EXCUSES THIS TIME PER LAW.
Now trying to get XXXX XXXX loan and new mortgager says my XXXX is not released.
HUD COMPLAINT REP STATED ON XX/XX/XXXX said they want to know why claims weren't filed while under forbearance,. LOANCARE SENT HUD A XXXX release for {$7500.00}, NOT RETURNED. PER MY COUNTY CLERK -2 RELEASES FOR {$10000.00}. AND MY NEW MORTGAGER SAID NOTHING BALANCES AND XXXX IS NOT RELEASED.
It took 4 months to get Loancare to fix their records only to find out OVER 6 MONTHS LATER ITS NOT CORRECT NOR COMPLETELY RELEASED.
Recorded calls, PER THEIR COMPANY, no one will tell me why or even look it up while on the phone to find the problem to fix it. Don't lie Loancare, that call is recorded.
XXXX Loancare!
This illegal undue stress, along with damages related to them not getting their job done in the time frame allowed, and me not able to get what I am approved for BECAUSE OF FALSE REPORTING and should be held accountable AS A CUSTOMER WOULD BE.
THEY ALSO STATE IT WILL TAKE MONTHS TO GET IT CORRECT. ARE ARE THEY ALLOWED MORE THAN THE 6 MONTHS ALREADY GIVEN, AND THEN TELL ME IT WILL TAKE ANOTHER MONTH OR TWO, TO FIX THEIR ERRONEOUS ERRORS? AS I SAID, AN ATTORNEY, NAME CAN BE PROVIDED, SAID THEY WILL GO BACK TO THE FIRST COMPLAINT FILED IF I SUE THEM, IF NOT FIXED IN A TIMELY MANNER.
HOW IS THIS ALLOWED? I WANT MY XXXX RRLEASE CORRECTED AND RELEASED SO I CAN GET MY HOME EQUITY LOAN!
**** LOANCARE HAS BEEN SUED PREVIOUSLY, AND LOST, BECAUSE OF ISSUES JUST LIKE THIS.
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| 03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We called loan care the evening of Tuesday, XX/XX/XXXX spoke with one supervisor and two people in the escrow department and one in the insurance department. What happened with our escrow analysis was that it was ran in XXXX as a normal however our insurance company had only sent the XXXX page electronically to them. Loan care treated this as a bill in the same month of XXXX when the hazard insurance was not due until XX/XX/XXXX. Obviously this created a large short fall of our escrow as well as the projected difference for next year as well as the increase in taxes. The total short fall for XXXX should be less than {$200.00}. XXXX hazard insurance amount was {$1000.00} and in XXXX it was {$1000.00}. That is a short fall of {$32.00} for hazard insurance. Taxes in XXXX were {$2800.00} and in XXXX they were XXXX for a shortage of {$150.00}. Total shortage should be {$180.00}. We tried talking with a gentleman in escrow department named XXXX who told us that we can not have a new escrow analysis ran nor could we pay the difference on the new insurance alone. We have asked for a breakdown multiple times of the shortage and nobody is able to provide us that break down. We would just like a new escrow analysis based upon the due date in XXXX for the renewed insurance policy that was paid early on loan cares part or give us a solid number what he shortage of the Insurnace alone for the renewal in order to correct our monthly escrow.
Its important to note that every individual we spoke with including the supervisors were unhelpful and unwilling to help claiming that it was not their department or they couldnt run numbers without us sending additional money to deposit in the escrow account and said they did not have access to any of the documents that pertained to our loan for our request. Also the my seem bound and determined to make the customer feel wrong and that there is no solution
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| 09/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Background : XXXX - I signed to refinance my mortgage with XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX XXXX ) XXXX - LoanCare , LLC transferred my loan ( loan # XXXX ) to XXXX XXXX XXXX ( transferred loan # XXXX ) XXXX - Outgoing wire sent to LoanCare , LLC to payoff my loan ( # XXXX ) from XXXX XXXX XXXX XXXX ( Transactee : LoanCare ; Amount : {$350000.00}, pay off calculated till XXXX, Confirmation # : XXXX, Receiving Bank : XXXX XXXX - Payoff Loan no XXXX ) XXXX - When I called, LoanCare , LLC agent confirmed to me that they received the payoff wire on XXXX and sent the wire to XXXX XXXX XXXX to pay off my loan The issue started from here, in multiple instances ( email and phone ) with LoanCare , LLC agents were never able to provide me any valid evidence that, when they actually sent the money to XXXX XXXX XXXX to pay off my loan.
Sometimes they mentioned, money was sent to XXXX XXXX XXXX by wire, sometimes they mentioned, a bulk check was sent to XXXX along with other payoffs.
Its been more than 3 weeks now, I've sent more than 10 emails and called more than 20 times to both the organizations, but LoanCare , LLC never gave me a clear answer to what they did, and XXXX XXXX XXXX never responded anything apart from the flat response saying they have not received the money, even though I requested them several time to trace it back from their end. I never get a significant response from either of the organizations that they are actively resolving this issue, apart from some automated boilerplate emails. I am frustrated with both the LoanCare , LLC and XXXX XXXX XXXX. I am not going to make any further payment on this loan, as it's formally paid off on XXXX with evidence. I am submitting a formal complaint against both the organizations to Consumer Financial Protection Bureau ( CFPB ) to take further action. I am happy to provide any further evidence from my end when needed.
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| 01/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2022 I requested my Private Mortgage Insurance ( PMI ) be removed because I made significant home improvements which increased the value of my home. I submitted my request in writing on the LoanCare portal as directed by their customer service representative. On XX/XX/2022 I made the payment of {$150.00} to LoanCare for the Broker 's Price Opinion ( XXXX ) to be obtained. The XXXX was completed on XX/XX/2022 by XXXX XXXX XXXX XXXX. The results were favorable. Based on the XXXX evaluation my new market value was {$380000.00} which was 67 %. My Purchase price was {$280000.00} and my current loan balance is {$250000.00}. This was way about the 30 % threshold needed to remove the PMI. On XX/XX/2022, LoanCare sent me a letter with the XXXX report. I called LoanCare on XX/XX/2022 and spoke with a representative to discuss when my PMI will be removed. He stated that he saw the report and did not know why the PMI Department have not been the adjustment but will send a message and they should get back to me no later than XX/XX/2022. No one called so I called again on XX/XX/2022. The rep stated they mailed me out a letter stating I have not met the payment history requirements as the reason for my denial. According the the PMI disclosure I signed on XX/XX/2022 it state " For purpose of PMI cancellation, a good payment history '' means no payments 60 or more days past due within two years and no payments 30 or more days past due within one year of the later of ( a ) the cancellation date, or ( b ) the date the you submit a request for cancellation. '' I have made several attempts to resolve this issue but LoanCare keeps sending the same letter stating I do not meet the requirements. This is completely unfair and false. The XXXX report clearly stated the value of the home was {$380000.00} and I have a good payment history. LoanCare is in violation of the Homeowner Protection Act.
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| 10/30/2017 |
Yes |
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- Trouble during payment process
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Web |
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My name is XXXX XXXX in my loan has been bought by LoanCare which is a terrible company to deal with along with the employee. They call me stating that I had a shortage due to the taxes going up in my area I made three separate payments on it in the last payment did not get applied so my mortgage went up I had to call the company several times and every time that I would speak to different representative they would tell me that they applied it which was never the case so LoanCare sends me out another statement saying that I have another shortage due to me changing Insurance Company the shortest was only supposed to be for {$360.00} they sent me a statement saying I owe them a shortage of {$420.00} which I have no clue on how they got the math because my last insurance was only {$870.00} for the year and my new insurance is only XXXX for the year. For the month of XXXX I paid an additional {$100.00} to go towards the {$360.00} shortage they did not apply and also told me that my loan monthly payment was a different amount because the first escrow shortage was n't paid which was incorrect. I have had to call LoanCare so many times and speak with so many different people they will tell you whatever it takes to get you off the phone and not seem to care at all about your loan nor your heart earn money so I spoke with a manager agent ID XXXX from LoanCare I just went on and made the full payment of the last escrow shortage that they told me I had in full so I would not continue to have headaches dealing with this company I really wish I can get my loan transferred to professional company I 've never had this many difficulties dealing with a mortgage company this telling me every other month I have a escrow shortage the mortgage banks already are robbing us blind we 're paying our homes off three times the amount that is worth just in intrest and it really should be against the law.
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| 05/07/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage loan is delinquent and Loan Care is not providing me the ability to get caught up on my payments. About five years ago I suffered some financial issues and had to stop making my mortgage payment. Everyone suffers from hardship from time to time and when I reach out to my prior loan servicer, XXXX XXXX, they failed to provide any assistance. My loan was transferred to Loan Care about a year ago and I am experiencing the same treatment that I received from XXXX. I have repeatedly engaged their representatives and have filled out several applications for a loan modification, but the process never goes anywhere. I am frustrated with them and need the assistance of your agency to get them to work with me. I see that your agency is in place to ensure that they comply with guidelines for mortgage assistance and I am requesting that you to get involved on my loan. I want to work out an affordable payment, but fear that they will sell my home through a foreclosure sale. I had always made enough money to afford my bills and mortgage payments. However, about five years ago I had to pay for some major repair bills on my rental units and did not have tenants at the time. For that brief period of time, there was not enough money to do what I had to do and keep current with my payments. I was two months behind when I contacted XXXX to obtain some assistance. It took about six months and I was able to get forbearance, which I paid off after one year. Then I tried to get a modification and reached out to XXXX. Unfortunately, XXXX XXXX up my request for assistance and the negotiation never reached an agreement. Since the time my loan was transferred to Loan Care and I have not had a full review for mortgage assistance, even though I have sufficient income to afford my mortgage payment. They are just spinning their wheels and want to take my equity away and kick me out of my home.
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| 04/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is serviced by XXXX XXXX XXXX - Loancare. I purchased my house in XXXX, have never missed a payment, and have put significant investment into the home, and there has been an increase in overall value in the surrounding area. When I took out the mortgage we only put 10 % down and then invested cash into the home to improve it, so we are paying PMI on our loan. After significant improvements, and the increase in value of comps sold in our area, we requested to have PMI removed in XX/XX/XXXX. After numerous delays and after me calling into their customer service over 10 times, I finally had an appraisal set up through the Mortgage company 's required appraisal company, that we had to pay for personally.
The appraisal finally took place in XXXX and came in much lower than anticipated, which was obviously a shock to us. Since the number was so much lower than any other comps in our area, I paid another appraisal company to review the appraisal and conduct a new appraisal on the property. That appraisal came back much higher and where we were expecting the first appraisal to be, and the company highlighted numerous errors that submitted on the previous appraisal.
After submitting the new appraisal to the mortgage company, along with a letter outlining the errors in the appraisal they provided, they are simply not responding and not moving forward with removing the PMI that I have requested in writing no less than 5 occasions over the past 2 months. This leads me to believe they are paying an 'exclusive ' appraisal company to value their properties much lower than their actual values in order to keep forcing their customers to pay PMI, even with loan to value ratios that are above the HPA required 80 %. This is fraud on a widespread level, I'm submitting this complaint to the CFPB in order to demand action be taken, however my next step will be small claims court.
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| 03/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare has not answered after being contacted in three emails. They have incorrectly calculated my Escrow balance and paid my positive balance incorrectly to the MPI insurer. All payments to MPI are set forever and never change. I had some shortfalls this year due to a few hundred dollar increase with insurance and XXXX more in property taxes. I understand that these were being paid back though escrow but when they were all paid off, Loancare decided they wanted to keep taking money from my POSITIVE escorw so they could calculate a FALSE shortfall for the next year. They took 800+ dollars from my escrow and gave it to my MPI provider. They never change they rate which is XXXX. Loancare gave them XXXX in one payment and drove my escrow negative. Then, they did their escrow review and came up with a false shortfall and increased my monthly payment by over 300 dollars. Total Incompetence..On top of all of that, they absolutely refuse to fix or answer any calls or emails to rectify the situation.
I am so fed up with them that I am closing on a refinance in 10 days and they know this becuase the new { great company } has asked for the payoff. Now they wont answer me at all becuase they do not want to refund any of my positive escrow. They are making a last ditches play for anything they can get their hands on.
I am filing a formal complaint with the cfpb because you guys are all the public has to make these behemoths listen to the little guy like me. I have attached the error so please have someone review this incorrect Escrow statement and make them play by the rules. I have never missed a payment and always played by the rules but they dont care. This company has slammed me with PMI, funky escrow practices, and zero customer service for the last time. My new loan company gave me a better rate, no MPI, and a TRUE appraisal so the good guys are out there. Its not Loancare.
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| 04/06/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I used my lender 's online site this month to pay our monthly mortgage payment. I noticed that our payment had increased by {$120.00}. The increase was in our escrow. I had to call three times and still I do not have an answer that I understand or feel confident in. The first individual that tried to help me did nothing but babble and I soon discovered that she had no idea what she was telling me. I asked to speak with somebody else and she said, " I will be more than happy to help you with that '' and hung up. I had to call back, and maneuver through the labyrinth that is their automated system, and spoke with another individual who told me this was a mistake with the website and it would be corrected. I checked again later and the payment amount had not changed. I called back and was told that this was not a mistake, but the payment was increased because a check was sent to me in the prior month to cover that increase. I also found out I was sent two escrow refunds to us but I did not get it because the lender did not include my unit number on any correspondence ( which is ludicrous because THEY hold the mortgage to this unit ). The third individual said the increase was an accounting issue, updated my account, and assured me that our money would be resent to us. However, I still do not trust this and I really have little confidence in this lender. We have received no correspondence, phone calls, or emails from this lender regarding any issues with returned mail. In fact, they did not receive our renewed condo master insurance policy, and instead of contacting me by mail, email, or phone, they simply took a huge sum of money out of our escrow and sent me an email AFTER the fact. I was able to correct that issue, and the money was returned to our escrow. But these issues really make me question the competency of this lender and whether our account is really in good hands.
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| 09/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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We refinanced our home XX/XX/XXXX and our loan server changed. We have an inpound account. Our mortgage payment was reduced from {$2800.00} to {$2200.00}. In XX/XX/XXXX our new lender advised that our impound account was short and that our new mortgage payment would be {$2800.00}. I paid the shortage of {$3900.00} and my mortgage was reduced to {$2500.00}. At that time I contacted the county assessors office and it was determined that our lender was using a falsly inflated property value resulting in the raise in property taxes and a subsequent increase in my monthly mortgage of over {$600.00}. I submitted the county roll and figures for the lender to review in XXXX after contacting them by phone. I was reassured someone would call me back within 5 business days. After 2 weeks I called again and used the reference # provided. They had no record of this and I was again reassured it was being forwarded to someone to review again. XX/XX/XXXX, I called back due to no reply and was assured my dispute/issue was being expediated and I would hear back in 3-5 business days. I recieved no contact until the XX/XX/XXXX email, wherein I was told they were still working on the issue and again I would hear from them via an email. I called XXXX and XXXX and was greeted by a recorded voice stating that they were experiencing high call volume and to call back later. You are then disconnnected. I sent an email to the customer service person with whom I last spoke and to whom I submitted the county assessors office tax record for my property for their review. To date I have had no reply and no indications from the website that anything had changed. I paid my mortgage on time and at the inflated amount. We refinanced because we needed to lower our monthly payments. It is not okay to be denied information or ignored by this lender. What recourse do I have? Isn't this illegal? Can you help us?
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| 11/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our loan was acquired by LoanCare on XXXX/XXXX/16 and transferred to them on XXXX/XXXX/16. Our complaints related to this company are as follows : 1. We did not receive a welcome letter because they used an incorrect address. 2. Since the transfer, we have requested cancelation of the escrow account in writing. Other than an acknowledgement of the request, we have not received a response. We have over 20 % equity in the subject property. 3. We have requested in writing a full accounting of the escrow fund and an out of standard analysis, but have not received a response. Our prior mortgage company 's escrow accounting shows an $ XXXX refund to the escrow account for improperly procured lender-placed insurance, but LoanCare shows no record of that refund and says it is " lost in wirespace. '' 4. Despite providing proof of coverage in writing and having multiple conversations with various representatives and supervisors about our existing coverage, LoanCare continues to threaten that they will procure lender-placed insurance and continues to request that we provide proof of coverage, in an apparent error that is unable to be corrected. Also, the automated line is still advising that payments for hazard insurance are being made from the escrow account, so they must in fact have proof of coverage. 5. We are receiving conflicting information on flood insurance. On XXXX XXXX, XXXX representative names XXXX told us that part of our escrow payments consists of {$170.00} in flood gap insurance. We are not required to carry flood insurance based on our flood zone. On the same day, a different representative in the insurance group named XXXX said the entry is a " XXXX XXXX XXXX '' and is a " dummy '' entry and that we are not paying for flood gap insurance. She could not explain why the other representative had such specific information about the payment being made out of escrow.
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| 10/06/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have been trying to pay off my mortgage since XXXX/XXXX/15. I first attempted to have my bank make a payment only to be told by XXXX/XXXX/15 that my mortgage company, LoanCare did not receive the payment and that my bank had sent it to the wrong address. I later learned that this was incorrect information and that in fact the address was correct. I then stopped payment on the check since no one at LoanCare could tell me if they had received the check and the customer service rep had advised me the payment in the amount of {$90000.00} was mailed to the wrong address. LoanCare cashed the check the next day ( XXXX/XXXX/15 ) and charged me a {$30.00} NSF fee.
I then spoke to a supervisor who told me that it would be best to wire the funds -- I did this on XXXX/XXXX/15. My bank confirmed the funds ( {$91000.00} ) were wired on XXXX/XXXX/15, and I called LoanCare almost every day following only to have the customer service reps tell me that they still had not received the funds. Of course, there was no one they could transfer me to to let me know if they had received the funds. I called back again today XXXX/XXXX/15 only to be told that they had received the funds XXXX/XXXX/15 but had sent back the funds today because it was {$490.00} short to pay off the loan. According to their own payoff wiring instructions attached " payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and changes. Payoffs that do not meet these requirements will be retired if additional funds are not received within two business days after payoff department has made contact. '' No one from the payoff department or my mortgage company has ever bothered to contact me regarding the extra {$490.00} needed to pay off my mortgage. I still do not have my {$91000.00} that they kept from XX/XX/XXXX to XXXX/XXXX/15 only their word that it was " returned. ''
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| 11/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare/XXXX is the mortgage servicer for this property. They are incorrectly assessing the county taxes for this mortgage due to their mistake ( they did not send the 1st half 2019 payment to the county ), which has increased my monthly payment by more than $ XXXX/month. They are collecting double the annual taxes {$3700.00} rather than the actual amount of XXXX - I provided them, per their request, with a copy of the county tax statement.
I faxed the below letter to them on XXXX/XXXX/2019. I called them on XXXX and they confirmed receipt and said the issue would be resolved by XX/XX/XXXX and they would contact me via email. I called XX/XX/XXXX and they said case was closed with no explanation and the escrow is still incorrectly being assessed. They attempted to transfer me to a supervisor after disconnecting me multiple times.
*****Letter text sent on XX/XX/XXXX/XX/XX/XXXX/2019****** Loan number XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX XXXX XXXX ESCROW ANALYSIS REQUIRED Please be advised the tax escrow account is setup incorrectly on this loan and escrow transactions need reconciled.
The annual taxes are {$1800.00} for this property. {$930.00} each half. See attached first and second half statements from the XXXX County Treasurer.
According to the payment history of this loan, you did a CountyTaxDisb debit on XX/XX/XXXX2019 for {$930.00}, but the county auditor does not show this payment reaching them.
You also did a CountyTaxDisb debit on XX/XX/XXXX2019 for {$1800.00}, but the county auditor received a payment of {$1900.00} on XXXX/XXXX/2019, which was the amount due for the full year PLUS penalty and interest.
I request that you resolve this matter immediately and contact me that this has been resolved. I tried to resolve this with a customer service agent with your company but they would not take ownership of the issue.
XXXX XXXX XXXX XXXX XXXX
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| 09/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have late penalties and charges on my mortgage account, despite the fact that I am paying on time.
Here is what happened : My loan was with XXXX for many years, I had a bi-monthly payments on the mid and end of the month. Since the deadline is usually on the XXXX of the following month, all payments were ahead of schedule by almost 2 weeks. All was good and on schedule since I started with XXXX back in XXXX.
In XX/XX/XXXX, XXXX sold my loan to XXXX. I did not know until almost the due date was over, but I did manage to pay my FULL XXXX payment ONTIME on XX/XX/XXXX ( Due date was on XX/XX/XXXX ) for {$2000.00}.
Then I started automatic bi-monthly payments from my bank account for {$1200.00} per payment, the 1st one for the month of XX/XX/XXXX was paid on XX/XX/XXXX for and the 2nd payment was payed on XX/XX/XXXX.
After few months, I started noticing that I have late charges and penalties, I contacted Loancare which is the service company for XXXX multiple times, unfortunately was not able to get any one to talk to. I sent many emails with no answers so far.
I dig my payment history from their website and realized that the problem was in XX/XX/XXXX payment, the company considered that payment as a principal payment instead of the 1st part of my bi-monthly payments for the month of XXXX. Once again I send many emails from their website, no answers so far.
I finally managed to get them on phone today XX/XX/XXXX. I talked to an agent and her manager, and explained in clear terms what happened. I was not able to resolve the issue, their line of argument is that 1 ) this happened more than 6 months ago and we can not do anything ...
2 ) we did not have a bimonthly payment system at that time, which I can not understand because they seems to accept my payments after that.
3 ) you did not informed us that the XX/XX/XXXX payment was not a principal payment.
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| 04/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage terms call for monthly payments. However, I prefer to make bi-weekly payments in order to reduce interest and pay off the loan sooner. There is no penalty for early payoff in the mortgage terms. The payments total just over the amount of the monthly mortgage payment. We have never had any late payments on our mortgage. In fact, we are generally ahead in payments by a month 's time.
This worked out fine until our mortgage was purchased by another company ( LoanCare ). I generally send payments via my bank 's Bill Pay feature, which mails physical checks. The new company began applying the bi-weekly payments as " principle payments '' rather than " regular payments ''. This requires me to call every month and have them alter the payments in their system, otherwise they considered it a missed payment for the month, even though I had paid MORE than the regular mortgage payment! I've requested multiple times that they apply any and all funds I send to " regular payments '' first, then any additional funds towards the principle.
They have repeatedly refused to apply the funds I send as a regular payment, stating that their " system doesn't allow partial payments ''. To that point, they don't allow partial payments via their website for " regular payments '', but they DO allow smaller payments towards " principle payments ''. This means that they are absolutely capable of accepting lower payments. They are making a conscious choice not to apply them to " regular payments '' first. They have specifically created a system that makes it impossible to make payments in a way that reduces your interest rate without having to make a double payment! Since there is nothing in the terms of our mortgage that prevents payments from being applied in the way that I prefer, their non-acceptance of my funds towards " regular payments '' is a violation of the mortgage.
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| 01/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX my mortgage was purchased from XXXX XXXX, and transfered to XXXX XXXX or a subsidary, LoanCare. I have had many difficulties with the new loan servicer, specifically, a misallocation of payments. I attempted to make biweekly payments. However, payments were made to principle, and not the actual mortgate payment. This resulted initially in a late penalty, and significant inconvenience. I spoke with LoanCare on XX/XX/XXXX. The representative said that as I was a previous XXXX XXXX customer, I would be allowed to make biweekly payments and reported making a " note '' in the file. This was not the case and other payments were misallocated. I was required to contact LoanCare regularly to have payments correctly allocated. On XX/XX/XXXX, I spoke with " XXXX '' to again address the misallocation of payments. " XXXX '' stated that the payment would be reallocated to my actual mortage payment, and she too would make a note in my file. The funds were simply reallocated to the principle and not the actual mortgage payment. On XX/XX/XXXX, I again called to address the misallocation of funds. I spoke with " XXXX '' who again reported that the payment would be reallocated to the mortgage payment. She also stated she would make a note in my file. She reported that a " code '' was absent that would have allowed partial payments. In short, my funds have been consistenly misallocated for months. I have never had this issue with any other loan servicer. I am very concerned that carelessness on the part of LoanCare will lead to missed payments, late fees, etc. It appears that I am not the only dissatisfied customer. There are 628 reviews of LoanCare on XXXX. LoanCare holds a score 1.3 out 5. This is unacceptable. Having worked for CFPB in XX/XX/XXXX - XX/XX/XXXX, I am concerned that LoanCare may be violating financial regulations. And putting consumers are risk.
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| 04/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We refinanced our home on XX/XX/XXXX with the same company XXXX XXXX XXXX XXXX XXXX which is the same company prior to refinancing. The company they had serving our loan is Loancare, which is still the same serving company prior to refinancing. Our first payment for the new loan wasn't due until XX/XX/XXXX. Prior to making payment on the new loan I noticed my escrow amount for the new loan was off by {$470.00}. My prior loan escrow was XXXX, which I received a check in the amount of {$80.00}. This left a balance of {$2900.00}. My beginning balance for my new loan was only {$2400.00}, which is a difference of {$470.00} unaccounted for. I contacted them and spoke with a representative by the name of XXXX on XX/XX/XXXX, which he reviewed my account and agreed it was missing {$470.00}. He stated he would escalate it to the escrow department and I should hear something in 3-5 business days. This was my first attempt with no response. I then sent an email on XX/XX/XXXX, which was my second attempt with no response. I then sent an email on XX/XX/XXXX and received a unacceptable response on XX/XX/XXXX. Informing me to contact my original closing company, who I thought I was contacting. I then reached out to my loan officer XXXX XXXX with XXXX XXXX, XXXX on XX/XX/XXXX for assistance and XXXX XXXX, Mortgage Loan Processor with XXXX XXXX XXXX. XXXX XXXX informed me I need to contact Loancare regarding the final reconciliation of our old loan payoff. That's who all my escrow inquiries have been going to. I sent Loancare a certified letter with all documents, which has been delivered to Loancare, XXXX XXXX XXXX, XXXX XXXX, VA XXXX and signed for on XX/XX/XXXX. I haven't received no response yet. I'm not getting any assistance from XXXX XXXX XXXX or Loancare. All I'm getting is the run around. XXXX should be just as accountable they sent my loan to Loancare to service.
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| 09/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan care billing system is not updating their system to reflect up to date payments made on my account and customer service has been unable to help and fix it since XX/XX/XXXX : Hello can you all please pull up the notes on my account with loan number XXXX XXXX interest only loan )? It has been escalated ( reference/ticket number is XXXX ) but no one person I have spoken with has been able to fix the issues with my loan account. I have called and spoken with customer service reps on several occasions since XX/XX/XXXX as well as a manager finally by the name of XXXX XXXX on XX/XX/XXXX. He said if a payment is made on the same day, Loancare 's system voids it out. That is not clearly expressed on the website or the mobile app. This is what happened in the case of my XX/XX/XXXX payment. On the site I made two payments on the same date but the system only accepted the {$50.00} principal. Unbeknownst to me the {$24.00} was never drafted out of the account. He apologized and said to rectify things he would split the {$50.00} principal only payment received and reapply {$24.00} to the interest only payment that was due for XX/XX/XXXX and the difference to the principal. I see where the reversals were done on XX/XX/XXXX and XX/XX/XXXX but my account is still marked delinquent. Now when I log in to the system it says my XX/XX/XXXX mortgage was never received although I paid it XX/XX/XXXX. On the payment screen it says I now owe {$60.00} ( {$49.00} for mortgage payment and {$10.00} in fees ). At this point if you all applied a payment for {$24.00} on XX/XX/XXXX and I have already made a {$35.00} payment on XX/XX/XXXX I do not understand why it is showing that Loancare hasn't received up to date mortgage payments. I last spoke with one of your agents on XX/XX/XXXX and after placing me on hold for 22 minutes she kindly hung up on me. Your help would be appreciated!
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| 02/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To reduce our monthly mortgage and possibly access an equity line of credit advertised by our servicer 's lender affiliate, XXXX, I started the process of cancellation of PMI by contacting the mortgage service, LoanCare, and asking they send me instructions in XX/XX/XXXX. Having not heard anything, I called LoanCare on XX/XX/XXXX and they emailed me an electronic copy of a letter dated XX/XX/XXXX ( which I never received in the mail. ) Following the instructions in the letter on how to cancel PMI, I sent a check to LoanCare to pay for the needed appraisal of my home in the amount of {$520.00}. My bank statement shows that LoanCare cashed the check ( XXXX XXXX, Check # XXXX XXXX on XX/XX/XXXX. Having not heard from LoanCare since XXXX, I tried to get a status update earlier this month. I called multiple times, and spent several hours, calling on XX/XX/XXXX and XX/XX/XXXX, the toll-free number ( XXXX ) printed on the XXXX letter. The toll-free number continuously looped through a series of pre-recorded prompts and account information, like my last mortgage payment amount and my next payment due date, none of which had anything to do with cancellation of PMI. There was no PMI option. When I followed the prompts for options like refinancing or filing insurance claims, knowing they were not relevant but wanting to at least hear the voice of a live person on the phone who could help me, these XXXX live operators ( including XXXX in refinancing and XXXX in Claims ) " transferred '' me back to the servicer, LoanCare, or gave me other toll-free numbers for LoanCare ( including XXXX and XXXX ). The transfers and trying additional toll-free numbers sent me through the same continuous loops of pre-recorded prompts and account information with no options for PMI. After several frustrating hours, I gave up trying to get a status update on my PMI cancellation request.
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| 01/02/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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LoanCare acquired our mortgage on XX/XX/XXXX. On or about XX/XX/XXXX we called LoanCare to do an escrow analysis regarding our property tax. We are being billed {$4200.00} for property tax when its actually {$2400.00}. I sent in all documentation and followed up 2 weeks later and was told being processed. Periodically checked in and still told being processed.
On XX/XX/XXXX called an spoke with XXXX- he told be home not fully assessed and wont be until XX/XX/XXXX. We have been in our home since XX/XX/XXXX which is well over the one year mark. So I asked how to delete my escrow for property tax. He explained and I submitted my escrow cancellation for property tax via their web page.
On XX/XX/XXXX called and spoke with XXXX. He told me his system showed still being processed to call Monday XX/XX/XXXX.
On XXXX I called, didn't document name, and he walked me through again processing the escrow cancellation via web page. Second submission.
Called XX/XX/XXXX spoke with a woman who told me I can't cancel my escrow because I have an FHA loan. I asked her to please verity as I'm pretty sure its a conventional loan. She put me on hold, came back on line and hung up on me.
Called back and spoke with XXXX and stated still being processed so I submitted once again to be safe. Third request.
I have since submitted 4 more online requests to cancel escrow for property tax.
Called today XX/XX/XXXX and spoke with XXXX. He told be there are " NO PENDING REQUESTS TO CANCEL ESCROW ''. The only thing he is showing is my original request for escrow analysis from XX/XX/XXXX. Asked for the corporate office of MissionServicing Residential phone number, was put on hold. When he came back on line said he can't find that information to try with their office first. I declined as I have been patiently waiting and lied to for far to long to get this small matter resolved.
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| 10/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Your company did not properly credit the payment that I made on or about XX/XX/XXXX for {$9900.00}. This payment should have been credited to all the missed payments from when I was on forbearance plan during the period of XXXX XXXX. To this date, I am still not sure how this amount was credited in the account. Currently it shows also that my payments starting XX/XX/XXXX through XX/XX/XXXX have also been deferred and I have not requested this deferral.
I have called customer service at loancare multiple times and spoken to so many people and this issue has yet to be resolved. I have been in contact with loancare since XX/XX/XXXX to resolve these errors and nothing has been done.
The last call that I attempted to make was on Friday XX/XX/XXXX and I spoke with team lead XXXX ( Agent ID XXXX ) who advised me she will be working on the issue and try to resolve it for me. To this date, I have not heard anything back from her.
I have spoken to XXXX XXXX team lead at LoanCare, XXXX, XXXX ( agent ID XXXX ), and specifically my large payment that was supposed to be applied to my forbearance period was made with ( XXXX agent ID XXXX ) on XX/XX/XXXX.
All these names of agents that I have spoken to all failed to keep up their word and to help me out with the issues in my account. This is taking so much time and effort out of my day at work. Some of the names of the agents I did not even write down because I did not think anything was going to happen anyway.
LoanCare failed to provide an accurate mortgage payoff balance that I requested on XX/XX/XXXX. I received my payoff statement reflecting a second principal mortgage on the account in the exact balance that I paid which was {$9900.00}. To this date, I am not sure why LoanCare added a second mortgage on my account without my consent and even after me paying my FULL balance due for my forbearance period.
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| 10/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019 I began taking steps to have my PMI removed with LoanCare, my loan servicing company. I paid them {$620.00} to have a appraisal completed to determine that we had enough equity in our home to remove our mortgage insurance. I called twice within the next two weeks to check on status and was told it was still in process. XX/XX/2019 the mailed me a notification that my loan was being transferred to XXXX Mortgage. I called immediately as I was concerned about the appraisal process being disrupted. I talked to multiple agents and a manager that insured me that the appraisal was still in process and that all of the findings would transfer to XXXX. XX/XX/XXXX I called back again, as I received both a notification that my request to remove PMI was denied, but also received a statement showing that my {$620.00} was applied towards principal. The agents assured me that the appraisal was still in process, that I would be hearing from the appraiser soon. The appraiser contacted me 2 days later, and did his site inspection on XX/XX/XXXX. I thought this was a good sign. But I guess that two days earlier, LoanCare had denied my PMI request, using a XXXX value from a refinance. Now my loan is completed transferred. LoanCare, although initially telling me when I called after the appraiser was here, that the process should be completed by XX/XX/XXXX, is saying that the appraisal was not completed and that my {$620.00} was applied towards principal instead. I am now following up with XXXX, 2 months past when I completed the process, still paying PMI and still with no steps forward made towards getting an appraisal. XXXX is saying that they records do not show the {$620.00} paid towards principal. I can not pay another {$600.00} out of pocket for another appraisal. I am at a complete loss of how this happened and how this is even remotely acceptable.
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| 09/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have two mortgage loans that were transferred to Loancare from XXXX earlier in 2019. Since then, I get a statement for one account but not the other and I have struggled with their online system because I can only access one account there.
I paid my XXXX payments by sending two checks together in an envelope along with clear directions on how I wanted the payments applied to two accounts. One check was applied and the other was not. The unapplied payment pertained to the only account I can access online and I saw that I did not get credit for the check. So to avoid further charges against me, and assuming they threw the check away with the envelope, I made another payment online. I was charged {$5.00} because it was considered late.
When my XXXX bank statement arrived, I found that the missing check was indeed cashed and I did not get credit on my account. So I made two XXXX payments for that account, one check and one online. I want the extra payment to be applied as my XXXX payment and also receive a refund for the {$29.00} charged to me for fees, {$24.00} for trying to pay by automated phone system and {$5.00} for them not crediting my account. I did speak with someone in their internet help department and she said she fixed the issue of not being able to view the second account online. It is not fixed. I can see the second account number on the drop down menu, but the account information will not open.
Also, I have received two calls from unidentified numbers with messages to c all Loancare about my account. One was from Hawaii and when I called, the number was disconnected. Somehow, my information seems to be in the hands of phone scammers now. I did e-mail a copy of the cancelled check to Loancare, but given the numerous complaints concerning them, I am not confident that my problem will be addressed without government assistance.
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| 03/26/2021 |
Yes |
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- Trouble during payment process
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Web |
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I have a mortgage with My XXXX XXXX/LoanCare. I called in XX/XX/XXXX and asked that my homeowners insurance be removed from my escrow account. I got new homeowners through XXXX XXXX and am paying it myself because, in XXXX, XXXX paid my homeowners insurance late and my homeowners insurance was cancelled without my knowledge. I did not know until the check from LoanCare was returned to me. I logged on to LoanCare website in XX/XX/XXXX and seen that LoanCare had my prior homeowner insurance listed. I called again informed them of mistake and the customer rep that I spoke to asked me to have a declaration page faxed over from XXXX XXXX, which I did the same day. I asked her several times for a confirmation number that I had called and asked for LoanCare not to pay my homeowners insurance she said she could not give me one. On XX/XX/XXXX I received a notification that LoanCare had paid the XXXX XXXX, which put my escrow in the negative. I called and spoke to three different customer reps. I was reassured that a stop payment was put on the check. I called again in a week and I asked if the stop payment was done and this time was told that they don't do stop payments and she said don't worry they will return the check to you. I said I don't want it handled that way. Loancare will then do an Escrow analysis and increase my house payment due to the negative in the account. I have emailed and called 4 times asking about the Escrow Analysis - trying to confirm with LoanCare that they are not to include the insurance, and I never get a return call or email. LoanCare makes you email first then they will call you, I never get a call back. If you call them you can not get an answer they tell you to email. I feel like I am being treated unfairly and that they have no concern for sending out my money to whoever they want and whenever. I am being ripped off.
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| 10/20/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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on XXXX XXXX I spoke with the mortgage company to get off my forbearance plan. I was sent trail paper work for modification. from XXXX, XXXX, XXXX, I had to make payments on the XXXX of the month. I made each payment over the phone with a customer service rep. I called end of XXXX to see would I get any upstates on how to pay my bill for XXXX since the portal never let me submit my payments. when I called the customer service they took payments of {$1100.00}. which it says it on the portal log in. the trail paper states {$1000.00}. which i was unaware I know its my fault for not reading it correctly. I was pregnant and have a newborn baby 2months now. when I called they told me my loan was breached since I didnt make the amount of {$1000.00} and now I need to have {$14000.00}. by XXXX XXXX or else my house would be in default. I feel this is unfair I take responsibility for not paying attention but again I was pregnant with a lot on my plate. I made each payment on time on the 1st. Why didnt the customer rep tell me I was short?. they accepted each payment as if it was okay over {$29.00} dollars if I would have known I would have paid it no issue. I called Lake loan care told them and the manger brushed me off said its nothing they can do and they have to move to the next caller. I really want my home I dont wan na lose it. I asked was it anything I can do I have newborn and next month ill have to lose it all. they sent me a denial letter. but why am I being denied again over such a small amount when I paid on time It was just a confusion. also why does the loan website says XXXX when I saw that I automatically figured oh this is what I have to pay. but no they took my payments and told me once it was over I breached. can anyone help me can I keep my home? its just me working my husband lost his job due to covid and im XXXX XXXX ( XXXX ).
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| 05/06/2021 |
Yes |
|
- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX initiated a securities instrument under the guise of XXXX XXXX XXXX XXXX as a corporation organized, and existing under the laws of New York. XXXX was never a registered XXXX or XXXX in NY XXXX at the time of issuance. T he Assignment of Mortgage XXXX XXXX XXXX XXXXXXXX XXXX, successor by merger to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX When XXXX was assigned this note on XX/XX/XXXX they went into the NY XXXX Division to register XXXX on XX/XX/XXXX fulfilling the deception that XXXX admitted int eh lawsuits that were carried out in the Great Recession of XXXX ' the Biggest Scam in American Real Estate. This is " XXXX XXXX ''. The Note and Mortgage are void because the alleged XXXX XXXX XXXX XXXX XXXX stated to be a New York Corporation, was not in fact incorporated in the year XXXX or subsequently, at anytime, by either XXXX XXXX XXXX, or XXXX or any of their related corporate entities or agents. XXXX XXXX XXXX XXXX, and its predecessors in interest had no right to receive payment on the mortgage loan because the loan was invalid and therefore void because the corporate mortgagee named therein, was non-existent, and no valid mortgage loan was ever held by XXXX XXXX XXXX XXXX or its predecessors in interest. The alleged assignment of Mortgage which purported to transfer interest in this mortgage to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as assignee was invalid because Mortgage Electronic Registrations Systems Inc. XXXX MERS ), as nominee for XXXX XXXX XXXX XXXX had no Authority to assign the ownership interest of said mortgage because MERS was not the owner of the subject mortgage and was only a nominee for XXXX XXXX XXXX XXXX, an alleged New York Corporation which was non-existent Corporation. Said purported assignment was without authority, and therefore invalid.
|
| 10/13/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I fell behind on payments late XXXX and went through loss mitigation. Thankfully, I was allowed a modified mortgage in XXXX XXXX, made my 3 trial payments but the modification documents were not finalized until XXXX XXXX. I have made mortgage payments in accordance to the loan modification agreement for XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. Some payments during that time were returned to my bank by the mortgage company for various reasons, resulting in my having to pay the bill by phone to ensure acceptance. The mortgage company is also falsely reporting on my credit report, stating that we are more than a year delinquent!
Meanwhile, I had been receiving mortgage statements that had not reflected my payments. When I started to receive phone calls and letters from the mortgage company stating that I was behind on payments, I always called and talked to numerous agents who always assured me my account was fine and not going into foreclosure. I even called for verification after receiving the HUD letter, loss mitigation packet, and a letter from a local attorney stating the mortgage company was foreclosing. I was again reassured that my payments had been processed and my account was not going into foreclosure.
This week I was served a summons from the local sheriff that stated the mortgage company was moving forward with the foreclosure. I called my mortgage company, very upset and was ensured a call back within one business day. I have yet to receive a call back from the mortgage company. I finally talked to many agents from the mortgage company this morning, stating that the information has been handed off to a supervisor to discuss with foreclosure department. I can no longer accept a verbal reassurance from the mortgage company that this problem has been resolved, and am looking for some sort of document as proof.
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| 07/17/2017 |
Yes |
|
- Trouble during payment process
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Web |
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I am requesting your immediate involvement to assist in solving the problems that exist when my loan was assigned to servicer - LoanCare , LLC. I am a FIRST time home buyer in Michigan. I closed on my FHA loan in XXXX 2017. My first payment on this mortgage was due XXXX XXXX , 2017 in the amount of {$540.00}. I received a letter from XXXX XXXX dated XXXX XXXX , 2017 instructing me to make this payment directly to them ( see attached ). I received a letter on XXXX XXXX , 2017 from LoanCare , LLC instructing me to make all further payments to LoanCare , LLC. I have adhered to both of these letters. The PROBLEM arose when I was contacted by LoanCare informing me that they are missing my XXXX 2017 payment. I have explained to them in THREE different conversations that I was not instructed to pay my mortgage to them in XXXX . At the present time, they reflect my account 30 days delinquent because they did not receive my XXXX payment. I paid the mortgage payment as instructed to XXXX XXXX . Although I have provided evidence of this neither XXXX XXXX nor LoanCare will correct the records and my credit is in jeopardy for erroneous information. I have been promised each time that someone will return my call, this includes escalations to management ( XXXX between XXXX - XXXX ) no one is responding. This is extremely frustrating as a first time home buyer that I am the victim in this entire mismanagement of my account and no one seems to care. They ( LoanCare ) keep asking me for payments that were made according to documents received. My next payment is due XXXX XXXX but I am being told I owe for XX/XX/XXXX by LoanCare because the payment I made to them fo r XX/XX/XXXX posted for XX/XX/XXXX . I have done everything in my power by providing proof of payments but I am getting no where.
|
| 03/25/2017 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
|
My mortgage is currently held by XXXX via Loancare at XXXX, XXXX, VA. I received a letter dated XX/XX/XXXX from Loancare stating that my escrow account was short {$2500.00}. I found out that my homestead exemption had been filed in the wrong county and had the error fixed. I then provided Loancare the exemption details in an email dated XX/XX/XXXX. I heard nothing for two weeks. I called on XX/XX/XXXX, and was told they needed a copy of the bill they had sent me. I provided this to them in an email XX/XX/XXXX. I waited again and heard nothing. On XX/XX/XXXX, I called and was told they " needed further information '', but they provided me no details on what the information was or what their plan was to collect this information, and whether or not they intended to get it themselves or if I was responsible for providing it to them. They informed me the problem had been " escalated to management ''. I called again on XX/XX/XXXX and was told management should have it resolved by " tomorrow '', XX/XX/XXXX. I have still heard nothing, nor have I had any communication from the company other than automated calls telling me I have to pay them. Due to this escrow miscalculation, the company is demanding that I either write them a check for {$2500.00} to cover my escrow shortage, and that if I take this action, my monthly payment will increase from {$1000.00} to ~ {$1200.00}, or that they can collect the shortage and build enough for next year by increasing my payment to {$1400.00}, a nearly 50 % increase on my monthly payment. I have looked into reviews of this company on several different websites and believe that this is their standard practice, intentionally muddying the waters and delaying escrow assessments in order to make money off homeowners who had no choice when our mortgages were sold to what appears to be a very disreputable company.
|
| 01/30/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am currently going through a divorce. Per my divorce decree ( not yet finalized ) I need to have an assumption done on my mortgage to remove my wife, XXXX XXXX XXXX XXXX XXXX, removed from my mortgage as the secondary borrower.
I called Loancare on XX/XX/2018 and spoke with a customer service agent who told me that there was nothing that I could do and that I would have to refinance my mortgage with a different company. I then logged onto the FHA website and read him a passage that proved that he was incorrect. He then hung up on me.
I called Loancare back on XX/XX/2018 and spoke with a customer service agent who told me that what I needed to do had to be requested in writing and provided me the email address to send my request to.
On XX/XX/2018 I sent an email to Loancare requesting an assumption.
On XX/XX/2018 I received a response from Loancare issuing reference number XXXX. The email requested my account number ( which I had clearly provided in my initial email ) and I replied with the requested information.
On XX/XX/2018 I sent another email because I still had not heard anything.
On XX/XX/2018 I called customer service and spoke with an agent who apologized, took my information, and told me that someone from that department would be in touch with me in 3-5 business days.
On XX/XX/2018 I called customer service again and spoke with an agent who said there was no record of my call on XX/XX/18 and that they would submit the request again.
On XX/XX/2018 I called customer service and was informed of an " unusually large call volume '' and provided my phone number for a call back when it was my turn. I never received a call back.
On XX/XX/2018 I called customer service again and was informed of the same " unusually large call volume. '' I again provided my phone number and again I still never received a call back.
|
| 03/15/2017 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
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On XX/XX/XXXX, Loancare, LLC disbursed {$840.00} to my homeowners insurance group, XXXX. On XX/XX/XXXX, I notified Loancare that they had over-paid the XXXX, as the premium had dropped by {$160.00}. I asked that they perform an escrow reanalysis to ensure that I am not continuing to over-pay into escrow. I followed-up in XX/XX/XXXX via telephone to ask if the reanalysis was performed, and they stated that I needed to fax a copy of the new premium, which I faxed over the next morning. I called again at the beginning of XX/XX/XXXX to understand where we were with my request. They stated that although they had received the document and the new premium was updated on their side, the " Insurance department '' had not given them the OK to make adjustments. They stated they would need another two weeks. At the end of XX/XX/XXXX I called again, this time pointing-out that the County taxes had also gone down by {$83.00}, and that adjustments had not been done on their side. They stated that they were still reviewing, and that their Insurance department was still holding-up my homeowners renewal. Again, they needed another two weeks. I contacted their office at the beginning of XX/XX/XXXX and demanded to speak with a supervisor, as they had done nothing to rectify the situation. The Customer Service Representative advised that her supervisor was in Florida, and that she had passed the message along. I advised that I needed a call regarding this matter no later than XX/XX/XXXX or I would file a complaint with both the CFPB and the Pennsylvania Attorney General 's Office. I advised that I should be called directly on my mobile phone, but no one has called to date. I have also checked the account as of XX/XX/XXXX, and adjustments to the payments have not been made. I am over-paying {$240.00} per year or a total of {$20.00} per month as a result.
|
| 01/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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Loancare ( XXXX XXXX ) erroneously reported my balance and late payment status following a loan modification that was effective XX/XX/XXXX. Loancare reported late payments for XXXX, XXXX XXXX XXXX and XX/XX/XXXX. I made all of those payments on time.
I disputed this information with Loancare and the credit bureaus. Loancare provided a written response acknowledging the error and advised that they would update my payment status for those months to reflect as current. The update was in fact made and my credit report was updated accordingly. HOWEVER, on XX/XX/XXXX, Loancare again reported that I was late for the month of XXXX and my credit took a significant hit due to the credit bureaus marking my payment for XXXX XXXX as late.
I attempted to dispute this erroneous information with the credit bureaus and was denied the ability to dispute online due to the prior dispute I filed in XXXX. I contacted loan care on XXXX XXXX expressing that Loancare was in violation of FCRA rules and violation of UDAPP regulations due to falsely and unfairly reporting that my XXXX XXXX payment was 30 days late on XXXX XXXX. How could my payment be 30 days late on XXXX XXXX. Additionally, I made my XXXX payment on time. The company acknowledged that I was in fact current and my next payment is not due until XXXX XXXX. Also, Loancare erroneously gave me false information indicating that they did not send information to the credit bureaus and would not send information until XX/XX/XXXX. When I spoke with XXXX I was told that Loancare had in fact reported me as late on XXXX XXXX for the month of XXXX.
I'm filing a complaint in regards to Loancare as this is unfairly impacting my credit and my ability to secure new credit. This appears to be a common practice by Loancare based on the complaints I've seen online which requires further inquiry by the CFPB.
|
| 12/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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When I refinanced my new construction home, the XXXX tax assessments had not been released and my lender used estimated values. These values were over estimated so that the payment at closing paid both the XX/XX/XXXX and XX/XX/XXXX installments. In addition, to paying the tax year in full, there was an overpayment returned to the settlement agent.
I have submitted documentation ( attached ) from the county tax assessor and treasurer several times to my mortgage servicer and have asked that they update their escrow lines and perform an escrow analysis ( XXXX e-mail requests and XXXX phone calls ). The escrow lines were updated incorrectly and subsequently returned to the original set up from closing. Based on current assessments and tax rates, the escrow was over-collected at closing and continue to be over-collected on a monthly basis ( in an amount of approximately {$150.00} per month ).
When I called today to check on my most recent request, the representative advised that they confirmed with the county that the installment in XX/XX/XXXX had not been paid ( though I have provided documentation otherwise ) and that they have completed an escrow analysis that shows the account is in balance.
Based on the current tax assessment and rates ( XXXX assessment {$36000.00} / Primary Tax Rate ( Per {$100.00} ) {$9.00} / Secondary Tax Rate ( Per {$100.00} ) {$6.00} ), the estimated XXXX tax is {$5900.00} ( {$360.00} * {$9.00} = {$3500.00} ) + ( {$360.00} * XXXX = {$2300.00} ).
On a monthly basis, the amount being collected for taxes should be {$490.00} vs. the {$640.00} being collected today. The next installment due dates are XX/XX/XXXX and XX/XX/XXXX.
I realize that because the county does not set the tax rates until XXXX of next year, there may be a shortage due to any increase in rate, as would typically be expected each year.
|
| 05/06/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I lost my house in the XXXX XXXX XXXX in XXXX XXXX, CA.
I Received our funds from the insurance company and sent them to our loan company which was being serviced by Loancare. The funds were deposited into a restricted escrow account and the funds would be released as needed for the rebuilt.
I had many problems starting from the beginning getting the funds just to build the house. During the full time I kept asking about the interest on the restricted escrow account and would never get a full answer.
On XX/XX/XXXX and XX/XX/XXXX I was told both 2 different supervisors that I would receive the interest on the restricted escrow account at the end. I have never received the funds. We moved into our newly built house XX/XX/XXXX.
I have sent multiple letters stating that per the CA Civil Code # 2954.8 I am to receive 2 % interstate 's on the funds that are in the restricted escrow account. I have waited and never received answers to my questions.
I have talked to many other people who also lost their homes in the fire and they received the funds from their loan company with no problems.
Every time I try to get answers I am put on hold, hang up on or told someone would call be back with more info. They never call back or give my answers.
I have filed a complaint with the XXXX XXXX XXXX and they are trying to say I am not owed but per all the info for California I am. I have disputed the last answer on XX/XX/XXXX and per XX/XX/XXXX they have not responded again to the XXXX XXXX XXXX.
I have tried to call the department of the loan company they give for questions, but no one will return my call and all it says that they are closed.
I am so confused how a company can refuse to help their customers.
Every time that I call I feel that I am just a loan number and they don't seem to listen to what your full questions are.
|
| 06/08/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Notified Loancare mortgage company of home insurance rate premium decrease and requested Escrow re-analysis on XX/XX/XXXX. Was told that would be processed and I would be notified. I did not receive communication, therefore, I called and was told on XX/XX/XXXX that the re-analysis resulted in a monthly payment reduction ( they told me the amount change - which was expected by my calculation ). At that time, was told that my auto draft from my bank account on XX/XX/XXXX might not reflect the reduction due to timing, but that the correct payment would be deducted by the next payment. However, on XX/XX/XXXX the previous amount was deducted. I called after XX/XX/XXXX deduction and was told that an escrow re-analysis was performed but someone did not check a " button '' to change the auto draft. The customer service rep stated that they fixed the issue. Then came XX/XX/XXXX, the previous payment amount was once again auto withdrawn from by bank account. I called and spoke to a customer service representative on XX/XX/XXXX who stated that an escrow re-analysis had not been performed ( mind you, I had already received information that it was & the new payment requirement in XX/XX/XXXX ). I asked to speak to a supervisor. The supervisor told me that the insurance premium might not have been communicated to them. However, it already had been in XX/XX/XXXX and the company told me what the new amount would be. The supervisor said she needed to get in touch with the XXXX XXXX office and would get back with me within 48 hours. It has been 4 days. I have called, today XX/XX/XXXX and had to leave a voicemail with the supervisor. I just need my monthly payment to reflect the decrease in my insurance premium, however, this company is clearly unable to process this appropriately and I am paying extra money each month due to their incompetence.
|
| 05/01/2017 |
Yes |
|
- Trouble during payment process
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Web |
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My home purchase closed XXXX XXXX XXXX , with the first payment due XXXX XXXX . My mortgage lender sold the loan to LoanCare , LLC for servicing. My lender tole me I would receive paperwork from the servicing company a nd not to worry if there were " a little slow '' because I would n't be charged a late payment. Having received nothing by XXXX XXXX , I contacted my lender, who tole me the correct payment amount and emailed me a copy of the notice of assignment. He recommended calling the company to verify the address to send payments. On XXXX XXXX , still having received nothing fro m LoanCare, I called the number on the notice of assignment. The automated answer system a sked for my account number, so I entered the loan number on the notice of assignment and was informed that was not a valid account number. I was able to continue by entering my SSN instead. I was treated to an extensive automated run-around that lasted nearly 10 minutes. It finally gave me an option to speak to a live person, and when I punched that number on my phone, the system cut me off. I tried calling back and was cut off much earlier in the run-around. The phone system had informed me of a web address for LoanCare, so I tried th at next. The website also informed me that my loan number was incorrect, and it did not offer an alternative os using my SSB, so I could not proceed. I had no choice but to send my payment to the address on the notice of assignment and hope for the best. I included a somewhat tart letter outlining my significantly negative experience and suggesting the least the company could do would be to inform me of my correct loan/account number. They cashed my check but I have received no communication whatsoever. On XXXX XXXX XXXX , I again contacted my lender asking where I could file a complaint.
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| 03/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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See Previous Complaint # XXXX I received correspondence from Loancare, and they sent me another standard letter. The problem with information stating that I missed one payment is still showing on my loan. Also, in the message, it said that my request had once was again denied for PMI removal. And that I could send {$420.00} to have my home appraised to calculate an accurate appraisal amount. I sent the payment to a separate location and waited for the 60 days to get contacted by the company. No one ever contacted me about the appraisal. I called today to inquire about the assessment, and once again, they applied the payment to my principal balance. When I made the dreadful call to customer service, I kept getting the sir I understand your frustration response, which they do not, or they would try to do more to help me. Again she stated that she could only put in a request for the internal insurance department to review the misapplication of payment. I again asked for someone to speak too that could resolve the issue ; I received, " They are going to tell you the same thing. '' I demanded to talk to her manager. I waited on hold for an hour, and a hostile manager stated that they could not do anything. I again demanded to speak to her manager, and she said there was no one else that could resolve the issue on this call, and there was no one else to talk with currently. After I debunked the incorrect response because there is someone that manages you, she said, your just going to wait on hold an hour again. I requested to wait. After the hour on the phone, someone picked up the phone and disconnected the call. I am more than fed up with Loancare 's ineptitude and will try CFPB one more time ; before I proceed with legal action. My expected outcome is to have the appraisal amount go towards my appraisal and to get PMI removed.
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| 03/16/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I payed two mortgage payments in XX/XX/2019. The mortgage company withheld my payments for two months refused to apply them to my mortgage for two months. I payed the current month in XXXX and made sure they released the previous payments to go towards my mortgage. I was told to pay a lessors amount for XXXX payment because I was told their was an overage. I payed the lessor amount. I sent in XXXX payment but the mortgage company sent it back. When I called the mortgage company I was told that they never received XXXX, XXXX, or XXXX payment. I tried again to pay XXXX and XXXX payment but they refused to accept payment. I requested assistance for help. I was told they would send me out a packet. I submitted the packet for assistance. I never received a response back. After reaching out to Loancare about assistance and inquiring about the paperwork I submitted, I was lied to and misinformed about someone working on my file. No one was working on my file. It never happened. I called several more times and was told they needed to submit a hardship letter and pay stubs. I submitted this as well but still no response. Finally I reached out again last week and was told they could not help me because my last modification was less than 24 months ago. Again I tried to make the payments and was told that I had to make four payments. I called back today and was told the same thing basically. I was told that they were aware that I made my XXXX payment but it was put towards escrow not my XXXX payment. Which meant I owed for XXXX, XXXX, XXXX and now XXXX. They refused to take anything less and stated they could not help me. I informed them that I had partial payment but could not pay all four months due to the cut back in hours at work from the Pandemic. No further assistance was offered just that he will make a note of our conversation.
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| 10/29/2019 |
Yes |
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- Trouble during payment process
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Web |
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This is a official complain against Loan Care Address : XXXX XXXX XXXX XXXX PA XXXX My loan # XXXX was transferred ( sold ) to Loan Care and the customer service is terrible. The mortgage was transferred from XXXX after they went bankrupt. I still haven't received any papers in the mail from Loan Care on time, No received Welcome letter after mortgage is sold to them. If you need info about mortgage payment escrow and ask to speak whit Manager that will be not happen. I call few times and ask representatives that I prefer to speak whit manager because they never give me answer on my question or problems I have whit Loan Care. All times I call representatives promise that Manager will call me next day. HoweverManger never calls me yet. Probably this company does not have manager. XX/XX/2019 I receive letter starting that I need to pay two payments in one monthWhy According to letter from XXXX I receive mortgage payment will be the same no changes to escrow, monthly payment or home insurance will be made from Loan Care all will be the same. Loan Care recalculates my mortgage payment out of any reason. Refuse to send me letter two weeks before my payment is due. Out of any reason they send letter one or two days before payment is due. For sure they delay to posting payment on time to my account probably they fail to make payment on time to properly taxes and insurance all together. I am writing to bring to your attention a serious issue I believe that Loan Care break the law. I am very disappointment and I will ask Government and FHA to provide me another mortgage company I do not want to be customer on this company any more. I will contact to NJ Division of consumer affair, Attorneys General FCC I do not want to be consumer on this worst company. This company breaks the law. I need help to get out from Loan Care.
XXXX XXXX.
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| 07/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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In late XX/XX/2019 we received notification that our mortgage was transferring from XXXX to Loancare effective XX/XX/2019 with instructions to send XX/XX/XXXX payment to Loancare and use XXXX loan number if information is not received as to new loan number if not contacted by Loancare prior to the due date. Information was not received so initial instructions from XXXX were followed and payment was processed by bank through EFT on XX/XX/2019. Approximately XX/XX/XXXX we received a message to call Loancare. This was done and we were informed that we were delinquent on XX/XX/XXXX payment. We then informed them we had proof of payment and that it was sent using XXXX loan number. The representative then was able to trace payment and said it would be corrected within 3 business days and also provided me with the new Loancare loan number since we still didn't have any correspondence. Since that time we have continued to receive phone calls on this delinquency and despite each time being promised they would " escalate '' the issue to have the payment " recognized '' the payment has not been recognized and calls have continued on a mostly daily basis. Please note that when calls are made there is never a person making them but are just robocalls ( Loancare 's term ) asking for us to return their call. Upon making those calls it normally takes anywhere from 10 minutes and longer to actually get to talk to a person and we are then immediately told the payment is delinquent. They posted our payment made on XX/XX/2019 as XX/XX/XXXX payment and calls stopped for 5 days and then began again as " XX/XX/XXXX payment not received ''. Since it is now 50 days since they received XX/XX/XXXX payment and approximately 30 days since we were promised their error would be fixed that their daily phone calls are basically harassment on their part.
l
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| 11/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On or about XX/XX/XXXX, the servicer for collection of my mortgage payment with XXXX XXXX XXXX was changed from XXXX XXXX to LoanCare. On XX/XX/XXXX, I submitted a request that they take the payment from my checking account automatically ( as it had been with XXXX ). By XX/XX/XXXX, the payment had not been taken out of my account, so I contacted them, as I had also received a bill for my property taxes and was not sure that they were going to pay it. They said that they had not received the authorization in enough time to take out the payment and that the automatic payments would not begin until XX/XX/XXXX. On XX/XX/XXXX, I went into their payment by phone option and made a payment. They took out the payment by phone and the automatic transaction - taking out 2 payments. This put my checking account at - {$840.00} - I contacted them and they hung up on me ( I admit I was very distraught that they had done this to my account as I had other transactions that were going to be hitting as well ). My bank charged me {$36.00} for overdraft feel. My employer advanced me {$1000.00} to cover the amounts that were scheduled to come out of my account. On XX/XX/XXXX, I emailed a letter IMMEDIATELY REVOKING their authorization to take the money from my account. On XX/XX/XXXX, they withdrew {$950.00} for the mortgage payment. I had written a check to my employer repaying the {$1000.00} loan from XX/XX/XXXX. I have been hung up on so I can not bring myself to contact them. I request that the unauthorized XX/XX/XXXX payment be refunded to my checking account. I also request that they repay me the {$36.00} overdraft fee that I was charged by my bank. I am a single income homeowner and have to be very careful with my finances and this has brought me to the point that I am having panic attacks. I am also unable to properly function at my job.
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| 06/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My loan servicing company was XXXX but apparently they are being sued and sent me over to a new servicing company ; Loan Care XXXX. I always pay online so when I received my first bill from the new company I tried to use their website. It was not set up yet so I went to my personal checking Account and paid thru bill pay. The money was sent to the wrong po box but the same company and city, City of XXXX, CA.
When I found out it was the wrong company I contact the phone number ( XXXX ) of the company provided by my bank. They said that the other loan servicing company would know what to do and to contact them to get my money transferred over.
When I call the correct loan servicing company they acted like they did not know the other loan servicing company existed and did not know what to do. I kept pressing them and they sent me to a department that told me to send my proof of payment that I made and I would receive a confirmation that they received my request and it would take 7 to 10 days. That was XX/XX/2019. I call today XX/XX/2019 to see how it was coming along and if they had my money. The woman looked it up and said, " OK, We are processing your request and it will take 7 days ''. This woman said that I should have called back after I sent the request in. I was not told that. I was told that I would receive a acknowledgement that they received my request and it would be processed in 7 to 10 days. The acknowledgement email said nothing about calling to activate my request. I feel like I am being jerked around.
Now on the message that I listen to on the phone when I call them the recorded message says to make sure that the money is sent to the correct address so they must be having this same problem with other mortgagees.
I need to get my money back from the other company and so I can send it to the correct company.
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| 07/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX acquired our mortgage from XXXX XXXX in XX/XX/XXXX. We had auto bi-weekly payments set up through XXXX XXXX and that auto bi-weekly payment continued with XXXX. We had no issues with autopay until our payment that was due on XX/XX/XXXX. We made no changes to our auto payment options, but the XXXX system incorrectly applied all of the payments we made for XX/XX/XXXX entirely toward the mortgage principal. In our XXXX statement, we were surprised to see a late fee because {$0.00} was applied toward the interest portion of the mortgage for XXXX XXXX error caused by XXXX.
Since the problem began in XX/XX/XXXX, we have received multiple late fees because of the error by XXXX. Despite months of back and forth with the XXXX customer service team ( calls to agents & supervisors made on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX to try to rectify the situation, the problem still persists. Every time we called we were assured that the problem would be fixed, that the late fees would stop appearing, and that our payments made through autopay would be correctly applied.
As of today, XXXX has not resolved the problem with their system and continues to neglect our account. Compounding this problem, XXXX has also incorrectly reported that we made a late mortgage payment for the month of XXXX because they continue to misapply our on-time payments. This late payment now shows up on my credit report and has a substantial negative impact on my credit score and that of my partner. Every month we diligently pay the exact amount required via autopay, but XXXX has inappropriately flagged us as being delinquent.
In summary, we want XXXX to promptly remove the late payment on our credit report and to address the problem with their payment system incorrectly applying our payments.
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| 09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I submitted my required paperwork to Loan Care, LLC on XX/XX/2020 to end my forbearance on XX/XX/2020 and was told I would be contacted within 10 days to go over my options. I called after 10 days and was told that review could take up to 30 days but to call the following week to check on the status. When I called the following week as suggested, I was then told it would be 30 days for the review to be completed, period. After waiting the 30 days from submittion, I called again for an update, waited on hold for over an hour and a half, and then was told that loss mitigation closed while I was on hold and that my paperwork would not be reviewed until my forbearance period ended. I requested that I could speak with a supervisor since each time I call I'm given a different response. I was told that a supervisor would call me before the end of the business day, but that call never came. So, on XX/XX/2020 I waiting on hold for another hour and a half to be told that review times are now taking over 45 days. While speaking a customer service repesenative, there were kids screaming in the background and somehow the call was disconnected and I was placed back on hold. After waiting another hour on hold, I gave up.
While I understand that these are not normal times, I would expect that mortgage accounts would be handled in a more timely and professional manner. I called again today, XX/XX/2020, and was told that they could extend the forbearance until they have completed the review of our account. I explained that I do not want to further our forbearance since that would further delay our ability to refinance in the next few months. I was again put on hold for another hour and gave up.
Now our forbearance will expire on XX/XX/2020 and the only option we are currently given is to extend our forbearance which is unacceptable.
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| 04/05/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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In 2014, my initial mtg servicer, extended a modification for my loan, which was approved and executed XX/XX/XXXX. The title company of my home decided to make changes of servicer from which I never received any notification. My mortgage was being paid directly to the Title owner of the company until the bank rejected the third payment. That is when I found out about LoanCare who is the new Servicer. During my conversation with them, they supported me via email with the actual mortgage amount that I was suppose to be paying, I challenged the amount even though it was in my favor, because it was n't what I had modified my mortgage to. They are not accepting my modification, they are forcing me to pay the higher amount they are assigning to me and they have send my files to the attorney without any written notice. I have a large amount of emails from the the title that my mortgage was even lesser than my modification. Yet trying to be honest, I challenged the amount that was {$300.00} dollars less. I had {$7500.00} in escrow and because they are claiming that my mortgage was short. they have decided to send me to their foreclosure attorney. I have till XXXX XXXX to pay an exuberant amount of money based on the mortgage they assigned to me vs my executed modification and they also returned back to me {$6000.00} of funds that were sitting in escrow and only applied the {$1500.00} on XXXX XXXX which happens to be the amount they claim is short to begin with. So they are not accepting my modification, but they applied the funds that were left in escrow. I do n't want to loose my home on the fact of {$3000.00}, or less due to a severe clerical and unjust error from their end, I feel as if this is almost fraudulent or a scam from their behalf. I do hold an executed modification and my time is ticking with the opposing counsel.
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| 12/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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Prior to missing a mortgage payment, I completed a financial hardship application in beginning of XXXX. I received a letter on XX/XX/2023 that they needed one additional pay stub from the prior pay period and my insurance docs as I pay that separate from the mortgage. I spoke with them a couple times asking either for a forebearance or modification- some sort of assistance until I was able to get back on track. However, I was told that since I do have income coming in, I was denied for a forebearance and because my income was too low, I was denied a modification.
So despite my request for some sort of assistance my options at this time are either to go into foreclosure, deed in lieu of foreclosure or sell the house.
I don't understand why they are unwilling to provide me some options to be able to get assistance for a period of time until my income does stabilize? It seems they are pushing me into foreclosure instead of helping me find a shortterm workout plan.
I am a XXXX XXXX originating mortgages so they know very well just how devasted our industry has been in the past year due to historic increase in mortgage rates. I am paid 100 % commission so my pay is directly impacted by the industry lending volume. This year 's income was 45 % of last year 's income so they are also able to see that my current pay is not the norm but a direct result of Fed tightening.
I indicated that I am not looking for any forgiveness of debt, I was requesting assistance in getting thru this unprecedented industry slow down and they denied my request despite my perfect payment history on all preceding payments and despite me reaching out for assistance prior to being late with my payment. What is the point of telling consumers to reach out to the server for help if they are unwilling to help during a time of financial hardship?
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| 01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have never been late on my mortgage payment. In fact, I will have paid off a 30-year mortgage in 11 years ; I only have about {$4000.00} left to pay. Yet my loan, which was purchased from XXXX XXXX XXXX by XXXX, was subsequently turned over to LOANCARE, which states they are " attempting to collect a debt, '' as though I was behind or unwilling to pay. I was not notified by XXXX XXXX that my loan was being transferred, and if LOANCARE sent any information, I discarded it, as I was not applying for a loan or anticipating any " loan information. '' I first found out there was a problem when I tried to pay my XX/XX/XXXX payment to XXXX XXXX. I paid by phone, and for the XX/XX/XXXX payment, tried to pay online on XX/XX/XXXX. My complaint is two fold. ( 1 ) I was charged a NSF fee on the XX/XX/XXXX payment. This fee was added to my payment IMMEDIATELY upon making the payment ; it shows up on the payment confirmation statement. Neither the XXXX or XXXX payment was returned for NSF issues ; I had plenty of money in the bank. ( 2 ) When you try to call the number provided by XXXX XXXX for LOANCARE, XXXX, you can never talk to a human being. Do not be confused by the statements " if you wish to make a payment by phone or talk to a representative, push 1, '' because after pushing 1, you never get an opportunity to talk to a person. I tried all the options, and never can get a live person. Pushing 0, results in a message " you have pushed a wrong option '' and if you do that twice, the recording says " you have again pushed a wrong option, Goodbye. '' and hangs up. For something as important as servicing a mortgage payment, you should be able to speak to a person ; everything does not fit into their " fully automated phone system. '' There was no button to push for when " unwarranted charges were applied to my payment! ''
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| 04/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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This is an issue that I have with LoanCare and my mortgage escrow amount.
I went from paying around {$1300.00} a month including property taxes to being charged over {$2100.00} because of the wrong amount being reported by the county I live in ( XXXX Co, SC ). This happened XX/XX/XXXX. I had the issue resolved with the county but since LoanCare had already payed the incorrect amount to the county for the XXXX tax year, I agreed to have a 36 month escrow spread with LoanCare and the county issued me a refund as well as a statement with the correct property tax amount on it. I forwarded this statement to LoanCare XX/XX/XXXX and was told that a reassessment for taxes would not take place until XX/XX/XXXX. I contacted LoanCare in the fall when I saw my mortgage amount did not change. I was then told that it would be assessed this Spring. It has now been a year of me overpaying and when I call I can not get through because of the current Covid situation. My account has also been deactivated on their website for no reason so I can not submit a complaint again.
I understand that because of the escrow spread of 36 months that my amount per month would be higher, but I am currently paying {$1800.00} a month and that is still wrong. I can not get anyone to answer why this is still incorrect or when/if a real reassessment will take place. This has caused a financial burden on me for over a year and I can not continue to overpay.
I am attaching the signed copy of the corrected property tax amount from XXXX County, an additional copy of taxes paid to XXXX County at the end of last year from LoanCare which is the correct amount ( so they are aware of what it actually is, they just haven't adjusted anything else ), as well as a screenshot of the incorrect amount the county charged for XXXX that was subsequently corrected.
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| 09/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan was transferred from XXXX XXXX to LoanCare , LLC effective XX/XX/19. This was all well-communicated in advance by XXXX. I had already received a monthly statement from XXXX XXXX. I was unable to pay XXXX since they were no longer servicing the loan. There were issues, however trying to understand my obligations and pay LoanCare in a timely manner. First and foremost, I NEVER RECEIVED A XXXX STATEMENT from LoanCare or their subsidiary. I eventually figured out that I needed to pay them for XXXX when I tried to set up auto-draft on XX/XX/19 ( the first day that this was possible per their system ) and it told me I could not do this until I was less than 4 days in arrears on payment. How can they tell me I am behind when I never received a statement from them??? I paid on XX/XX/19 by telephone and then called them on XX/XX/19 to ask for a XXXX statement. I wanted this as documentation that I was supposed to pay them and for proper record-keeping. Their customer service could not provide it. They said I am to use the XXXX XXXX statement as my documentation. I responded that this makes no sense since I am paying LoanCare - not XXXX. They apologized and said they had no way to send me a XXXX statement. I then asked for an email as documentation and was told I would need to speak to a supervisor. I got a supervisor who then acted like she could not hear me and she hung up. Again : How can they expect to be paid if they didn't send out statements? I paid mine, but how many other people will miss their deadline because they never got a statement? Also, I do not know the terms of the transfer between companies. How do I even know if I really was supposed to pay for XXXX? Of course, I paid just in case because I figured it out, but their entire process of expecting payment without sending a statement just is not right.
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| 04/02/2021 |
Yes |
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- Trouble during payment process
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Web |
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On or about XX/XX/XXXX for no apparent reason and while all payments were being made from XX/XX/XXXX to XX/XX/XXXX timely and according to the terms and condition of my mortgage agreement to pay the lender {$1200.00}. On XXXX XXXX I had receive an alarming letter from LoanCare offering an immature foreclosure options suggesting homeowner assistance to a repayment plan in which I was not behind on my mortgage for the lender to make the following suggestion ; next the lender then offer me a loan modification when there was no need for a loan modification considering the fact, before covid-19 I was current. In addition to those two option they also, included short sale and settlements as an attempt to collect a debt. I find sending me a debt collection letter as in attempt to collect I debt that I do not owe to be professionally negligent in their duty in handling my mortgage account with the upmost care and attempt to be unjustly enriched when I made 13 payment from XX/XX/XXXX to XX/XX/XXXX and from XX/XX/XXXX to XX/XX/XXXX the account was current and the beginning of escrow balance was {$540.00}. Since XXXX the lender has : ( 1 ) Charged {$4100.00} in Attorney Advance Distribution fees ; ( 2 ) Due to Covid-19 the 14 months of non-payments amount due to LoanCare is XXXX without late fees ; Here, LoanCare has charged to my account {$25000.00} which included changing the term of the mortgage payment from {$1200.00} to {$1300.00} including additional {$7800.00} for attorney fees ; ( 3 ) Violation of FHA Annual Reduce Premium and non-attorney fees are not allowed on a non-foreclosure proceeding. I have contacted the company during by phone on XX/XX/XXXX regarding the attorney fees being reversed and my account being corrected to show the true amount owed and I have yet to here from the lender regarding this matter.
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| 08/23/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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MY COMPLAINT, New Residential Mortgage LLC LoanCare , LLC Acc # XXXX Recently XXXX sold my XXXX mortgages for XXXX different properties to XXXX XXXX although I get XXXX different statements, XXXX says XXXX XXXX and the other says XXXX XXXX. The first issue I had, which didnt appear for a couple of months, due to the transition, I noticed they added fees when I paid online and after the first of the month. I pay with my Social Security check which I get on the XXXX Wednesday of each month. I called and questioned the fees and mentioned that I had until the XXXX to pay, they informed me that if I didnt pay it on the first they could add fees. I also questioned why they raised my payment from {$1500.00} to {$1600.00} and she was rather vague but indicated it had to do with the escrow. On the other mortgage, XXXX, the payment remained the same but they added the fees for making my payment either online or by phone after the first, and I never had any of these fees with XXXX as long as I paid by the XXXX. I questioned how they could make these changes just because they purchased the loan from XXXX. The individual I was speaking to indicated they could do whatever they wanted to if I did not pay on the first. Just recently I received a letter that includes the annual escrow disclosure statement and it came from XXXX XXXX dated XX/XX/2019. It stated that there was an escrow shortage in the amount of {$5900.00} and it indicates that my current mortgage payment of {$1600.00} is going to be raised to {$2100.00} effective XX/XX/2019. They state the mortgage is owned by XXXX XXXX XXXX XXXX XXXX and service by XXXX XXXX XXXX. XXXX had previously increased my payment from {$1300.00} to {$1700.00} but then dropped it to {$1600.00} and then down to {$1500.00} which is what I was paying when XXXX XXXX took over my mortgage.
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| 03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
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Web |
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Around XX/XX/2020, I was placed on a forbearance. I have always had issues reaching out to the mortgage company, but recently I was provided options for what to do after the forbearance and I chose a loan modification. I asked for the terms of the modification and was told they could not tell me them, that I would just have to accept the paperwork when it arrived. I provided a mailing address in Pennsylvania, but the documents were mailed to Texas. They only gave me 7 days to sign and mail back the documents, but due to their error, I was not able to mail the documents in that time frame, especially since I had questions about the documents and was once again unable to reach a company representative to ask how to resolve those issues. Some of the issues pertained to what the notary had to do, as the documents mention a California notary and I am, as I mentioned, in Pennsylvania. I tried to contact the mortgage company multiple times in multiple ways by phone, through their website, through XXXX and still did not receive a callback or any assistance. They even gave me a robocall saying I needed to call them, but when I tried to call, I could not get through and the system to enter my number for a callback went into a loop, asking for my loan number, then my phone number, then my loan number again. When I tried again to call today, after I went to the notary just in case I could mail the documents, I again had the same experience with phoning. My experience with them since day one has been very disappointing. In addition, when I call, they say there is a new phone number to reach them, effective XXXX XXXX, yet their website and all of the documents they have mailed me still have the older number, which still appears to be working. There is much more to this experience, but this is the most recent and egregious.
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| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
REF : XXXX XXXX ATTN : LOSS MITIGATION DEPT LOANCARE XXXX XXXX, VA XXXX LOAN # XXXX PHONE # XXXX HELLO CFPB, SORRY TO BOTHER, BUT I HAVE BEEN/DONE THRU 2 OTHER MODIFICATIONS IN MY PAST 2 HOMES DUE TO STATE WEATHER DISASTERS. I CAN SAY THEY WERE THE EASIEST PROCESS I HAVE BEEN THRU.
FOR SOME REASON, THIS MODIFICATION DUE TO MY BATTLE WITH COVID AND JOB RELATED, HAS BEEN A PAIN 100 %.
FIRST I HAVE ATTACHED A FED PACKAGE THAT I JUST GOT ON XX/XX/2021 BUT PAPERWORK DATED XX/XX/2021. I HAVE MADE THE MORTGAGE COMPANY KNOW MULT. TIMES THAT I HAVE BEEN RECEIVING MAIL FROM THEM 20-30 DAYS FROM THE LETTER DATE. SO LACK OF MAIL COMMUNICATION IS POOR.
SECOND, I HAVE TRIED TOO MANY TIMES CALLING THE ASSIGNED AGENT WITH SOME EXT NUMBER. THAT IS FALSE AND DOES NOT WORK AT ALL. TRYING TO CALL SOMEONE AT, IT TAKES OVER 1 HOUR EACH TIME. I HAVE TRIED FIRST AM AND LATE PM. NO LUCK. IT WILL TAKE OVER 1 HR ON THE LINE.
THIRD, AND LAST. I HAVE LIKE I SAID, I HAVE BEEN THRU 2 OTHER MODIFICATION AND UNDERSTAND THEM 100 %. I TRIED TO CONTACT AND SPEAK TO A AGENT BY THE NAME OF XXXX, BUT SHE WAS CLUELESS ON THE PAPERWORK I GOT. SHE SAID THAT SOMEONE FROM THE MODIFICATION DEPT WILL BE CALLING ME.
WHY I AM CALLING FOR HELP!
WHERE ARE THEY GETTING CURRENT PAYMENTS ARE {$1700.00} FROM? IF MY CURRENT PAYMENTS ARE {$1600.00} SINCE DAY 1?
WHAT IS {$83.00} CHARGE ON EACH STATEMENT COMING FROM?
( BECAUSE DURING FORBEARANCE, MORTG DO NOT CHARGE LATE FEES ) WHERE IS {$2300.00} COMING FROM FROM?
ALSO MY CURRENT MORTGAGE DOES NOT HAVE ESCROW, WHY ARE THEY TAGGING ON INSURANCE AND ESCROW?
( MINE ARE PAID UPFRONT AND CURRENT ) HOW DID THEY GET {$2300.00} PAYMENTS ON 480 MONTHS WITH 2.75 %?
( THAT IS INCORRECT ) ( ( IT SHOULD BE ABOUT {$1200.00} PAYMENTS ) ) I NEED SOMEONE OR EXPERT FROM THE MORTGAGE DEPT TO CALL ME!
THANK YOU, RC
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| 01/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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A company that goes by the name of LoanCare LLC out of XXXX XXXX acquired ARM mortgage about 2 years ago. We have our mortgage payment set up online with automatic payments and for the past two years we have not had an issue and we pay early and we pay more than the amount that is due and it has came out of our account and went into their account without a problem for 2 years. Recently we received a letter saying they did not receive our payment so we got online and verified where the money had been taken out of our account and sent just like the 22 previous payments that they did receive and mind you my wife is a manager at the bank where our money comes out of XXXX tract the account that the money had been deposited into. We reached out to LoanCare LLC to try and resolve the issue and they have been less than accommodating and have let us on and not returned our calls or our emails or resolve the issue in this has been going on for over a month meanwhile me and my wife 's credit scores that we're both in the upper seven hundredths have been affected buy dropping over a hundred points do to LoanCare LLC complete incompetence. We have provided them with records showing the money had been taken out just like it always has and provided them with the account number where it went and we have all the records showing who we talk to when we talk to them dates and times in emails and countless hours trying to resolve this issue completely at our expense. This company is an absolute joke and is basically committed credit slander and put us through much stress and heartache and still have not resolved the issue. It is absolutely ridiculous that hard-working responsible Americans the try to take care of themselves financially have to be stifled and setback by a Company that is completely incompetent and could care less.
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| 10/21/2019 |
Yes |
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- Trouble during payment process
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Web |
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First, we were XXXX customers that happened to be swallowed up by the bailout and ended up a victim with XXXX. With that being said, we've been battling with its numbers subsidiaries since XXXX - XXXX, XXXX and XXXX XXXX, now XXXX and XXXX ( XXXX 's vendor attorney ) and subsequently XXXX XXXX and Loan Care.
In XXXX XXXX took over our loan in XXXX and " lost '' our first payment and the problem began. We did not have these issues with XXXX. But, the constant reallocation and the massive fees that did not comply with the terms of our note, the HOA fees, ( we do not live in a HOA ) the establishment of escrow when we have a waiver, adding insurance when we have insurance, yet no insurance was ever paid on our account, the countless infractions, misallocations, misappropriations, constant reallocations just to make sure money would not be allocated to our monthly payment to ensure more fees was exhausting. We always paid more than what we owed. We made significant payments of {$90000.00} principal payments that were never applied properly that took months to correct that cost us thousands in interests and yet none of the servicer 's are actually capable of auditing our account to rectify where our money was actually applied.
Now, XXXX sold it servicing rights in XX/XX/XXXX to XXXX XXXX XXXX. And, XXXX sold its servicing rights again to XXXX XXXX XXXX in XX/XX/XXXX. When I brought this to the attention of XXXX XXXX XXXX when they tried to fast track a foreclosure on our properties for XXXX in order to secure assets for XXXX 's bankruptcy proceedings. XXXX XXXX XXXX still has not responded to any of our correspondence. Neither has XXXX, XXXX XXXX, or Loan Care. Truth be told it seems none of these companies seem to actually service our loan. They seem to just take our money and not apply it to our account.
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| 11/08/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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On XXXX XXXX XXXX I made my mortgage payment to LoanCare in the full amount for XXXX payment. While it was after the XXXX, I acknowledged the late fee, however my report is reflecting a 30 day late. XXXX refuses to update my credit report accurately even after disputing the information and providing documentation to prove on time payment. They opened an investigation on XXXX XXXX, XXXX after I reviewed my payment history and found that the payment information was incorrect. On XXXX XXXX, XXXX I received an email from XXXX indicating my dispute results were ready.
After reviewing my updated credit report, I found that the information had not been updated and XXXX added a personal statement from myself stating " Completed investigation of FCRA dispute - consumer disagrees which was not approved by me.
What is most troubling is that I submitted PROOF of on time payment and still the credit agency declined to update my credit report on top of adding a statement that is FALSE. I contacted my loan servicer on XXXX/XXXX/XXXX and they confirmed over the phone that they have been reporting on time payment for XXXX XXXX. They indicated that XXXX did n't confirm the late payment information but only made a general request confirming that the reported information was correct which my servicer indicates they were reporting accurately the whole time. XXXX should not be able to close an investigation with incorrect reporting when documentation is provided that proves otherwise.
XXXX has closed their investigation with incorrect information. LoanCare, my servicer indicates they are n't reporting a late payment. I have submitted a credit report to my loan servicer, but need further assistance in getting this resolved as the credit reporting agency has closed my dispute and I ca n't dispute the same payment over again.
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| 01/26/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have been on forbearance for 18 months under the Federal Covid-19 guidelines. We were offered a loan modification at the end XX/XX/XXXX. At that time my wife and I both were stricken with XXXX for over 1 month. We were contacted by LoanCare about the modification in XXXX which I explained that we both were stricken with XXXX. The modification was instituted by another company XXXX. We eventually were able to get the modification notarized, and sent back to XXXX via XXXX at the second week of XX/XX/XXXX. We have yet to receive any further communication from XXXX or LoanCare about the modification, and or a Statement. That said, I received a call from LoanCare on XX/XX/XXXX at XXXX pm est, and spoke to their representative who was pleasant however, she said that if I dont make a XXXX payment, they would turn it into the credit reporting agency as well as a late charge for non-payment. This is ludicrous at best, and I am prepared to sue LoanCare and XXXX for a lack of communication in this process, and providing us with a monthly statement for payment. This whole Covid-19 debacle has ruined most small businesses such as mine, and I expect the Federal and State Government to intervene in this matter, that was created by them. The person I spoke with at LoanCare on XX/XX/XXXX at XXXX Est placed me on hold for over an HOUR and believe it or not, I sat on hold that long. This is the kind of service their organization offers, and its been well displayed on all their reviews. Now this mortgage is an XXXX XXXX, and I will be contacting them as well over the XXXX challenges, and the very lack of customer service of this servicing agent LOANCARE. We are at our ends wits with whats happening with the Covid epidemic, and to have to deal with lousy service from both LOANCARE & XXXX the biggest shell game in America!
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| 05/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am trying to have the PMI removed from my 30 fixed rate mortgage. When I called about this about 1.5 years ago I was told that Loan Care would have to have an independent Appraisal done. The cost would be about {$400.00}. I was not sure if my home would appraise for the required amount to meet the LTV. I was told LTV needs to be 78 % or less. I decided to wait.
On XX/XX/XXXX I got a Real Property Notice of Valuation from the county Assessor stating that my property value had gone up. When I checked the numbers my property value had gone up enough to meet the LTV of 78 % or less. I decided to try again to have the PMI removed from my loan.
I called and was told to submit an email request to XXXX which I did on XX/XX/XXXX. I got an email response the next day. The response said I should hear something back in 5 business days. I got no response. I decided to call Loan Care XX/XX/XXXX to see what was going on. I called and asked about having my PMI removed. I was told that I need to submit another email request asking for a home appraisal and that I would cost {$910.00} dollars. This is more than double the cost from the first time I called. I feel like Im being robbed. So, no one at Loan Care bothered to tell me this until I called even though I asked for any information about the process in my initial email.
Ive have owned another house and was not charged anything to have the PMI removed.
The fact that Loan Care will not accept the county Assessors appraisal seems like a totally unfair and unethical business practice to me. The fact that they more than doubled the cost of their appraisal also seems totally unfair to me. It seems like robbery.
I want Loan Care to accept the county assessors appraisal and not charge me anything. I have great credit. I have always paid my mortgage on time and in full.
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| 03/08/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I had a mortgage loan through XXXX Mortgage where the payments went up due to increased taxes and insurance. I got new cheaper insurance which was to be paid through my escrow balance, it never was. This caused my insurance to expire without my knowledge due to the notices being sent to the mortgage company. I was notified too late and had to purchase more expensive insurance myself. After this occurred XXXX was investigating there error for me. Before the investigation was completed they sold my loan to Loancare a XXXX XXXX. After 3 months with Loancare they conducted a escrow analysis and increased my payments from {$810.00} per month to {$920.00} per month. I called to ask about this and they stated my escrow account was negative {$1200.00} which needed to be paid back plus {$800.00} which was to remain in the account at all times. This comes to {$2000.00}. After I broke down my payments from the information on my account out of the {$920.00} only {$440.00} was going to principle and interest and {$470.00} per month was going to escrow. This comes out to me paying {$5600.00} in escrow per year. When I called Loancare 's customer service I spoke with XXXX ID number XXXX who told me I owed {$2000.00} in escrow and that 's why the payments were so high. After I explained the breakdown to XXXX she stated that I did not know all the in 's and out 's of escrow and that 's why I do n't understand the gross over payment. When I asked if I could speak to someone who could explain this to me she stated there was no one else to talk to. XXXX then told me she had already explained everything to me. When I asked for a supervisor she stated he was not available and I would have to leave him a message. I left a message and could not understand the name on the recording. The supervisor has yet to return my call.
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| 12/01/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Complaint Description : We 've received XXXX property tax bills within 2 months. We 're requesting they be paid from our escrow account but our lender is delaying the process. When we purchased our property we had to pay a significant amount to fund our escrow account. As a stipulation from our lender, and have the account impounded. Since XXXX we have paid each month into our escrow account faithfully and was advised by the representative who we signed our closing documents that we have overpaid and are still overpaying the necessary amount into escrow. To date our mortgage company has only made XXXX payments from our escrow account and sent us an overage check because we overpaid. In XXXX we received a supplemental tax for XXXX fiscal tax year with half due XX/XX/XXXX and in XXXX our new property taxes for fiscal year XXXX with half also due XX/XX/XXXX. We have contacted LoanCare on several occasions and have sent documents via fax, email and even certified mail to no avail. When asked who we could file a complaint with they say there was no one we could speak with but that the matter would be escalated. We had to go as far to contact our original loan officer in order to get a response and assistance and even now we are still at step one. After all the battling they are saying they will only pay half of the first supplemental tax bill but they will not pay the other half because the funds to pay the remaining balance would not be available which makes no sense according to their own calculations. Their balance of our escrow account is incorrect we were told by one representative and the title company that we have one amount and another that we have another. And they 've refused to explain what happened to the original amount we funded the escrow account with when we signed our closing documents.
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| 11/07/2017 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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My father sold his home XX/XX/XXXX. He passed away XX/XX/XXXX. His Mortgage company XXXX XXXX sent him an escrow check for the remaining amount of {$2000.00}. I reached out to XXXX XXXX in XX/XX/XXXX to have the check re-written under the name of his estate and supplied the estate info along with his living will listing me as executor. They took almost a month to re-issue a check but sent it to his XXXX XXXX again after I had already advised them that it was closed out sortly after his passing. They had to issue another check which took another month. I received the check the end of XXXX and submitted it to my fathers Estate Account on XX/XX/XXXX. The check was returned by XXXX XXXX XXXX refusing to cash the check. I reached out to XXXX XXXX and they confirmed the check I deposited was the correct check. I was told that they would investigate. I called again two days later ... .No response. I called Loancare again on the XXXX and was told that I now have to email proof of deposit, the returned check, and the bank statement showing the return. I sent all this info via email as instructed by Loancare on the XXXX. I received an email back stating it would be resolved in 2 business days. I called again today as I still havent received a response. I was told now that they would have more info on the XX/XX/XXXX. This should be a simple phone call to their bank. I am getting the run around from this company for months now. My father estate account is now over draft by roughly {$180.00}. I have already incurred {$12.00} in bank fees due to their error. I was advised by the bank that their may be more. I do not have funds of my own to deposit in order to prevent the account from being closed. I have invested hours of my time to resolve this issue and it doesnt seem like its possible with this company.
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| 09/24/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have been paying for my loan with Loan Care for the past XXXX years. Have been paying automatic withdrawal from my wife 's bank account to them every other week ( XXXX payment each time ). Everything was good until I got a notice that I was delinquent for XXXX payment. Come to find out that they placed XXXX of my XXXX payments into principal, which I had no intention to do so ; should have been applied to my monthly bill. I contacted Loan Care and they were able to do a principal reversal ( only after several follow up calls ), however I was still reported delinquent 30 days to the credit bureau. I have made a formal credit dispute to LoanCare because I feel that it was an error on their part that made me delinquent. In addition, if I knew I was late on a payment ( have not received any monthly statement from them, although they swear that they mail it out to me ), I would of paid them in full ( which I am doing right now ) ; I still have n't received any statements from them.
My XXXX credit dispute is still pending a decision, however it is very frustrating to know that an error of placing my payment to principal and not having any paper trail/monthly statement to inform me of delinquency has effected my and my wife 's credit score ( around XXXX initial, now XXXX ; good credit report : paid all my creditors on time and provided this history to Loan Care ).
I would like Loan Care to be held responsible/accountable for the above error that made me/my wife delinquent and to provide me with paper statements ; correct the delinquency with the XXXX credit bureaus. My wife and I make payments religiously and have worked hard to build up our credit ; it is not right that a servicing company could allocate funds in-correctly and not inform myself ( consumer ) prior to reporting to the credit bureau.
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| 01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Mortgage Company is asking for more money in advance for escrow over the amount they are already paying to taxes and insurance and trying to increase my monthly payment with out any reason.
Try to solve issue but company do not respond see some E mails : I received a letter requesting {$560.00} more to my escrow account according to a " analysis '' from your company or my monthly loan payments will be increase to {$1800.00}.
Like to lets you know that this " analysis '' from your company is totally wrong.
The reason is ; my actual escrow until my XXXX statement payment is {$690.00} plus 11 months from XXXX to XXXX will be XXXX x XXXX monthly escrow = {$4400.00} Payments from my escrow account are : Taxes {$3300.00} and home insurance {$1000.00} ( by the way your company overpaid this because the insurance is only {$1000.00} ) As you can see {$4400.00} - {$3300.00} - {$1000.00} = + {$99.00}. XXXX POSITIVE REMAINING ON MY SCROW ACCOUNT. WHY ARE YOU ASKING FOR {$560.00} MORE OR AN INCREASE ON MY MONTHLY LOAN IF I DO NOT SENT THIS AMMOUNT TO YOUR COMPANY?
I send multiple E mails requesting a correct " ANALYSIS '' in my escrow account but do not received an answer yet.
It is not reason and it is not legal, to send you money from my pocked to you, just for your company to hold this with out any reason.
Good Morning, XXXX XXXX, I still waiting for somebody to call me in relation to the wrong Escrow Analysis to fix this mistake. You told me on XX/XX/XXXX that somebody will call me into the next 48 hours.
Please let me know if you have a contact phone number with extension to fix this issue in my loan ASAP.
Loan # XXXX COMPANY NAME : LOAN CARE www.loancareservicing.com Phone : XXXX Address : XXXX XXXX XXXX XXXX XXXX, PA XXXX CUSTOMER : XXXX XXXX XXXX Loan # XXXX XXXX XXXX XXXX.
XXXX, FL. XXXX
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| 03/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My XX/XX/XXXX mortgage payment was returned to me. My mortgage lender, XXXX XXXX, had switched servicing companies from Loan Care to XXXX XXXX but had failed to inform me of the new loan account number via mail. I was told by the XXXX XXXX customer service rep to change the account number and resend the payment. I told them I would send it electronically through my bank 's bill pay system as always since I was close to the overdue date and they did not object. I made the change to my bill-pay account on my bank website and resent the payment again. That payment was delivered on XXXX XXXX and confirmed delivered by my bank. XXXX XXXX contacted me saying I had not sent the payment in, claiming to have no record of it. They also informed me at that time that they do not accept electronic payments. I called the bank, XXXX XXXX XXXX, and they told me that the payment went to Loan Care with the new loan account number since that was the original setup for that bill pay account. Instead of returning that payment as they did the first time, Loan Care accepted the payment. I called XXXX XXXX XXXX for help and they called Loan Care directly, conferencing me into the call. The Loan Care representative claimed they had no record of the payment and were not the least bit courteous or helpful. Now XXXX XXXX is threatening my credit rating ( which is over XXXX ) if I do n't make the XX/XX/XXXX payment, even though they are directly responsible for the errors and I have done nothing but make repeated attempts to pay my mortgage as I have always done.
Reviewing multiple websites I see that Loan Care is widely involved in these types of issues and my fear is that the longer this is dragged out the less likely it is that I will ever see my missing mortgage payment again. This is money I can ill afford to lose!
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| 06/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My ex husband and I were divorced in XXXX of XXXX. In the divorce agreement I was awarded the house with the agreement that I would be solely responsible for all costs including mortgage payments. I have, on my own, paid the monthly mortgage ever since. My ex husband and his current wife filed for bankruptcy in XXXX. It did not impact the mortgage loan as I am legally responsible for that. I was able to continue to have access to the online portal so that I could pay the monthly mortgage payment faithfully. I have never been more than 30 days late. I have logged in on or around the XXXX of every month to pay the monthly dues. In XX/XX/XXXX however I was suddenly refused access with no notice. I reached out multiple times to the mortgage company starting in XXXX trying to find out what the problem was. I was told that I did not have access and that I would have to call in every month to pay. Since everything was set up electronically I no longer had access to e-statements or invoices. I called multiple times and tried to find ways to get this resolved to no avail. In XXXX of XXXX I was able to speak with a loan representative who told me that my online portal was not available and to create a new, which I did. I was able to log in online as normal again and pay my mortgage payment and see the dashboard for the loan I am responsible for. When I tried to log in today, XX/XX/XXXX I was again denied access. The three representatives I spoke with said that it was because of my ex husbands bankruptcy in XXXX. However, I received an email from Loancare XX/XX/XXXX stating that my online mortgage statement was available. Yet I am not able to access the documents as Loancare has decided to deny me access to all the legal information including my bank account information and tax documents. Please help me
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| 06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I had a house fire. I filed it with my insurance company and they cut checks to myself, my ex husband and the mortgage company. In XXXX of XXXX I sent the mortgage company a copy of my divorce decree and a quit claim deed my exhusband signed during our divorce, because the mortgage company said that was the only way they would be able to send me the insurance money in just my name. They approved that and on XXXX XXXX they issued the first check written out to just the XXXX and I for {$26000.00}. After many weeks of dealing with the mortgage company to schedule our final inspection when the house was fully repaired they finally came out and we passed the inspection. On XX/XX/XXXX I received the final draw of the insurance money except the check was made out to the contractors and my ex husband. That day I called and told them I am not able to get my ex husband to sign the check so I needed them to place a stop pay on this check and issue one with only the XXXX 's name and mine. They have my divorce decree and quit claim deed on file. They had to send the request in for an exception and have to review the documents that they have on file. This has been going on for over a month now and I have the XXXX hounding me for the last {$11000.00}. I am not sure why they could send a {$26000.00} check with my name instead of my ex husband but they refuse to do it with {$11000.00}. I need this money to finish paying the contractors and I am tired of calling the mortgage company daily to only hear the same thing, that the exception is still pending. They have had this money for close to a year now in their accounts building interest while I get constant calls from the contractors when I have no control over it. I need someone to finally step in and do something with this mortgage company!!!!!
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| 07/05/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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Originally our loan was with XXXX XXXX XXXX # XXXX. In XX/XX/XXXX, I lost my job -- -I had been working as a XXXX for the XXXX . XXXX and due to the reduction of XXXX XXXX in XXXX I was laid off. We knew we would not be able to make our XX/XX/XXXX payment so we reached out to a Housing Counselor at XXXX XXXX XXXX XXXX. We were approved for the Trial Modification Payments on XX/XX/XXXX by XXXX XXXX. In the process of the Trial Payments, our loan was transferred to Loancare. Now a new loan number and to continue the Trial Payments -- all payments were made as stipulated in the Modification Trial Plan Notice that had been approved by XXXX XXXX. ( See all backup information attached ) Payments were {$1000.00} plus a {$15.00} processing fee added every time we made our payment for a total of {$1000.00}. In XX/XX/XXXX we were told that our XX/XX/XXXX payment was past due, how can that be we have made our payment ( see bank statements showing debit by Loancare ) It seems that they went back to the XX/XX/XXXX payment which we knew would be late and the reason we requested the assistance. Loancare stated XX/XX/XXXX payment went to XX/XX/XXXX and XX/XX/XXXX went to XX/XX/XXXX, and so on. The whole reason for the DENIAL of the Modification we were told had nothing to do with the payments but with the Debt to Income Ratio was too high -- -Now I ask you this, if it was not approvable why did XXXX Approve us? Is not the servicing entity supposed to honor the approve modification by the original lender? I believe it should be that way. Please help clear this up -- we are now considered late and back to the original payment of {$1300.00}. This is not good practice -- plus this is an FHA Loan and they should be able to file a partial claim to bring us current and to the original approved modification payment.
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| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American, Servicemember |
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XX/XX/2021 I sold my condo XXXX XXXX XXXX # XXXX, XXXX, MA XXXX. At the closing, my attorney held {$1000.00} in escrow until filing of documents at XXXX XXXX XXXX of Deeds. Unfortunately, the XXXX on the title to XXXX XXXX XXXX # XXXX, XXXX was filed XXXX ( both sides ) as : Recorded land = Book and page XXXX also Registered Land = Document Number XXXX.
My LoanCare account XXXX.
I have called weekly since XX/XX/2021 to explain this situation and ask that it be corrected to INCLUDE document number XXXX. I have sent several emails to XXXX and when I receive a response, it is ALWAYS Thank you for contacting us! Your inquiry has been forwarded to the team of specialists experienced in resolving your issue. Our hours of operation are from XXXX, XXXX A.M.- XXXX P.M. Eastern time. We will provide you a response as quickly as possible.
Sincerely, XXXX XXXX Department XXXX ID XXXX The latest letter I received in the mail was dated XX/XX/2021, stated We have performed the following action on your account : We have received and acknowledged your Recorded Satisfaction Document Once again, they have NOT done what is required of them. Now, my attorney XXXX, who has also written to Loancare with specific instructions to discharge the mortgage has not heard from them. The buyer of XXXX XXXX XXXX # XXXX XXXX has threatened to sue if this title is not cleared. I have spoken with the title company : XXXX XXXX XXXX Representative XXXX XXXX XXXX XXXX XXXX XXXX Phone : XXXX Ext : XXXX Email : XXXX. She told me she can not clear the title until LoanCare specifically sites the documents number XXXX.
Everything I have explained here, is what I have repeatedly said to whomever answers the phone. I have asked to speak with supervisors and the answer is you claim is being excalated.
Any help is most appreciated.
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| 04/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I paid my mortgage on time every month. My original mortgage company - XXXX XXXXXXXX XXXX - sold my mortgage to a new mortgage company - XXXX. They claimed a notification was mailed, for which I never received! Believe it was sent to an incorrect address? I continued paying my original mortgage company every month. On the third month, the XXXX XXXXXXXX XXXX company returned my mortgage payments in full. When I discovered this, I contacted them to understand the problem. That is when they informed me of the sale.
I then contacted the new company - XXXX, to learn of the correct payment details, explained what happened, and made remittance of the 3 months of missed payments.
I thought everything was fine, as I continue to pay my mortgage each month on a timely basis as always. I then discovered that my credit score had dropped dramatically. Further learning this was caused because the new mortgage company reported the error payments as 3 months late.
I have made numerous attempts to resolve this with XXXX, having contacted them on at least 5 occasions, but have become frustrated with excessive waiting times, and phone transfers without anyone willing to review and address my issue? In XXXX, they did review the credit issue but failed to follow up. Then on my last call ( XX/XX/XXXX? ), they told me I needed to start all over again, which I did. The manager said they will review and fix the issue, but to date this still has not happened.
The credit reporting companies are insisting I need to provide a letter from my new mortgage company that retracts the complaint and allows me to correct my good payment record. I feel I have been pushed in circles and do not know where to turn to fix this problem. Can you help?
Reference : XXXX XXXX XXXX XXXXXXXX - account # XXXX XXXX - account # XXXX
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| 10/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold to Loancare from XXXX XXXX, I was advised in writing and verbally that my bi weekly payments would map over the same way as it was set up with XXXX, except for the month of XXXX 2019 and provided me the dates of the auto debit for XXXX however they did the draft on the wrong date in XXXX, causing my account to overdraw. I made several more calls and was guaranteed this is an isolated issue and XXXX would have my proper auto debit dates in place, which it was not and again overdrew my account withdrawing the funds too soon, I spoke to a XXXX, XXXX and a supervisor named XXXX who gave me his employee no.XXXX, as a guarantee that XXXX,. auto charge would start in the 2nd week which is how I had it in the past, then every other Friday, but couldn't give me anything in writing. XXXX stated my letter of transferring the servicing of the loan is all they would provide, which I received but with no payment dates, that was provided verbally when I received my first call to advise of this transition. I had called again this week and another supervisor, XXXX advised I was given the wrong information through this whole process and my auto payments will remain the way Loancare has it set up and can not change it, regardless of what XXXX XXXX had in place. This type of service is inexcusable and now a struggle to keep my mortgage in good standing. Having the set up with XXXX XXXX was for a reason and they accommodated that need to make sure I could manage my mortgage payments. Loancare is setting up me and anyone else in the same position as I am for failure. This is not fair lending in terms of taking over a mortgage from another company, I need help. XXXX wasn't even certain about what happens with and 5 week month when an extra payment will come out, what kind of service is this?
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| 08/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/XXXX I applied for mortgage deferment / forbearance for two rental properties I own. Loancare / XXXX services both mortgages. I received auto-reply messages saying my forbearance request was received and I should turn off the AUTOPAY direct debits for the loans. I did so. On XX/XX/XXXX, I received LATE PAYMENT notices for both loans. I responded to Loancare with detailed emails and phone calls ( that are not answered ). I received an auto-reply from Loss Mitigation with a Ticket Number and instructions on how to apply for forbearance ( which I had already done, twice, with two confirmations of their acceptance. ) See below : # # # XX/XX/2020 ( Reference number : XXXX Please use this ticket number in any correspondence with us. ) Subject : Loss Mitigation Dear Valued Customer, Thank you for contacting us.
A Message About Coronavirus ( COVID-19 ) and How to Apply for a Forbearance Thank you for contacting us about your mortgage. If you are experiencing financial hardship due to the coronavirus ( COVID-19 ) pandemic, continue reading for information about your relief options.
On XX/XX/2020, the Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) was signed into law. The CARES Act allows mortgage borrowers to request a forbearance with an initial term of up to 180 days ( 6 months ). When the initial term expires, mortgage borrowers can request an additional term of up to 180 days.
# # # More phone calls that never get answered, more emails that have an auto-reply.
I then SELL the homes. And the loans are paid off. AFTER the sale is closed I learn that LoanCare has marked my loans as 60 days late making it impossible for me to modify any other loans. My web portal ( to login to Loancare ) is now closed. And they still don't answer the phone.
Please help.
XXXX XXXX
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| 07/02/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On or about XX/XX/XXXX I had my credit report file from all tree bureaus ( XXXX, XXXX, and XXXX ) printed. To my surprise, I see that my mortgage bank ( Loancare Servicing Center ) had me being late 2 payments ( XX/XX/XXXX& XX/XX/XXXX ).
First, I disputed this erroneous information with the credit buraus with no success.
Second, I disputed it with the bank ( Loancare ), who not only told me I was 2 months late, but that I am 1 month behind. After verifying with my banks ( XXXX XXXX electronic payments report and my bank statements, both, support my dispute, that I have never missed a single payment. Ive sent them all the information theyve asked for, but I have not success.
Loancare has failed to update my mortgage payment information ( DATA ) on all 3 Credit Bureaus. It did not update data for XX/XX/XXXX. It did not update data for XX/XX/XXXX& XX/XX/XXXX. And, it did not update data from XX/XX/XXXXto XX/XX/XXXX ( 8 months ). All 3 credit report files have discrepancies.
Till this day : 16 payments of {$1600.00} ( {$26000.00} ) were made from XX/XX/XXXX to XX/XX/XXXX21 payments of {$1500.00} ( {$32000.00} ) ( including this month ( XX/XX/XXXX ) have been made from XX/XX/XXXX to XX/XX/XXXX.
A payment of {$500.00} sent to on XXXX XX/XX/XXXX to be added to the principal.
They owe me {$2000.00}.
I have attached the following documents that support my dispute & my complaint.
1. Mortgage Payments XXXX XXXX Report with Transaction Numbers.
2. XXXX credit report file with notes & discrepancies.
3. XXXX credit report file with notes & discrepancies.
4. XXXX credit report file with notes & discrepancies.
5. My XXXX XXXX Statements ( XX/XX/XXXX - XX/XX/XXXX ).
Ive been fighting them for more than a month now and all I have got is frustrations and tears. I dont know what to do anymore!
|
| 03/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX I submitted a complaint to CFPB regarding the servicing of my mortgage. The company ( LoanCare ) had incorrectly reported my mortgage account as 30 days late to the credit bureaus. Last year, XXXX my previous mortgage company sold my mortgage and the servicing of the mortgage to LoanCare. Because I was out of the country, I missed the notification of the change and continued to pay XXXX for two months after the mortgage had been sold. When I returned from my trip and realized my mistake, I immediately called LOANCARE to explain the situation. I explained that I was in the process of trying to get the mistaken payment reimbursed from XXXX. I immediately paid the XXXX bill but could not afford to pay the XXXX bill without first getting reimbursement from XXXX. Nonetheless and despite my explanation to LOANCARE, it reported me as 30 days late on my XXXX payment. In XXXX I filed a complaint with the CFPD against LoanCare. By letter dated XX/XX/2019 ( attached ), LOANCARE denied that it made a mistake but nonetheless agreed to change its report to the credit agencies as " current, pays as agreed. '' The letter said to allow 45 days for the credit agencies to update their records. Since that time, most of the credit agencies have updated the reporting of my loan. However, one agency XXXX has not made the change and contunes to report me as 30 days late on my home loan. XXXX says that LOANCARE has been unresponsive to its requests for the information so that it can confirm that the delinquencies have been removed. LoanCare has not responded to my request for assistance. I have called XXXX XXXX who wrote the XX/XX/XXXX letter on behalf of LOANCARE multiple times. Despite multiple calls and messages explaining the situation, neither XXXX nor anyone else at LOANCAre has returned my calls.
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| 06/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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Hello, I have been with Loancare for the good part of 7+ years. Due to the covid crisis, my tenant was unable to make their rental payments and I entered into a forbearance back in the summer of XXXX. This was a 6 month forbearance in which we entered into a loan modification agreement in XXXX of XXXX. Papers we signed, notarized and received by loancare. This modification had a new monthly payment with payments beginning in XXXX of XXXX. I was informed many times that my information on the website would be updated in 60-90 days and once complete, I would be able to resume making payments on the agreed upon amount through the website. XXXX came, then XXXX, then XXXX and calls to customer service were the same story. Confusion as to why it was not updated, assuring me that a ticket would be open and that 1. this would get resolved and 2. a supervisor would contact me ( as requested ). All throughout this time payments were made on time. Now here comes XXXX, where to my surprise the status of the situation is unchanged but now we have a new revelation. When calling ( and waiting 30 minutes to speak to the first representative.. every time ) to make my monthly payment, I was told that I have been entered back into forbearance on XX/XX/XXXX ( of which I have not requested ). When I challenged this, I was put on hold for over 45 minutes until I decided to hang up. This entire experience has been extremely stressful. I do not know what my mortgage balance is, what my escrow is, what my statements look like or even how my monthly payments are being applied ( if they are being applied at all ). Is my mortgage still being reported as in forbearance so federal benefits can continue to be collected? I would hope not as that would be a major fraud case. Who can actually help me with this situation?
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| 01/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
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Back in XXXX I began a modification process on my mortgage due to loss of income. I was given a trial period to pay a new amount. Once my trial began I made all of my monthly mortgage payments On Time. I have not missed a single payment. My mortgage company, LoanCare, was awful. I had to constantly resubmit paperwork that they lost and they sent incorrect documents that I had to get notarized to finally approve the modification Eight times. My name was wrong, my county information was incorrect, they had a former resident on the paperwork, they spelled my name wrong after they corrected it. The entire process lasted from XXXX until XXXX. It took two years to finalize my modification. I spoke to managers, got personal promises and sincere apologies for their mistakes and the length of the process. When I was told it was completed after two years, they told me that theyd update my payment status. The entire time I was going through this modification, I made all my payments on time. They have never changed my payment status. As of now, they still report that I missed two years of mortgage payments. In reality they were collecting my payments and applying them to my modification but not reporting them as on-time payments. I have called and spoken to managers, they have given me their personal assurance they would fix the status and it never happened. I was told to submit a credit report dispute through their website- I did that twice. I have also disputed this through the credit reporting app XXXX XXXX, three times. This incorrect payment history has ruined my credit and reflects that I neglected to pay my mortgage for two years. This is not accurate and has prevented me from taking out home equity loans, etc. I have pursued every avenue to have this horrible company correct my account.
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| 01/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Received check for {$17000.00} from our homeowner 's insurance company for roof replacement because of damage to roof. As instructed, sent to mortgage company 's loan servicer ( XXXX is the mortgage company, Loancare LLC is the servicer ) for their signature on the check so that the roofer can be paid. Before sending, I called Loancare LLC for the correct address to send to because I was sending via XXXX. Their customer service representative gave me the address and someone at their office signed for it on XX/XX/2020. I included in the XXXX package a return envelope to me charging it to my personal XXXX account to expedite the return. I called several times this week to check on its progress, and each time I was told that can't find and that they will not try to look for it. In fact, the third time I spoke with them, the customer service representative told me that she doesn't have the phone number for the office where it was sent - even though it is the same company! They have refused to look for this check, and in the meantime, my roof is in poor condition which can cause damage to the interior of my home. Every moment that they refuse to cooperate puts my home at risk. Even if I ask the insurance company to put a stop-payment on it and reissue, I would have to go through the same procedure with no assurance that they would not lose it again. No one there seems to care about this at all, and no one is willing to help.
Yesterday, I faxed a plea to their customer service department hoping that someone would respond to it but they have ignored that also. Unfortunately, their office is almost 1,000 miles away from where I live so I can not just walk into the office. I need help urgently because of the condition of my roof - and my roofer will not work until payment is guaranteed.
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| 03/18/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX To whom it may concern, I'm filing this complaint against LoanCare LLC, in the hopes that you will demand that they correct their mistakes. I was approved for a trial payment plan on XX/XX/XXXX - my payments beginning XX/XX/XXXX and ending XX/XX/XXXX I made a courtesy call to them on XX/XX/XXXX and spoke with XXXX who told me that there was no such modification approval. That it was approved, but a supervisor overrode that determination, based on the fact that I had a modification completed in XXXX of XXXX LoanCare claims that Federal guidelines prohibit a homeowner from re-applying for assistance for 24 months. While that statute is, in fact, in place - it applies to loan modifications that are completed AFTER its implementation date which was in XXXX. MY modification was completed in XXXX Not only that, but, I have an FHA loan and the 24-month reapplication period does not apply at all. To make matters even more exasperated, I've spoken with Lawn Care five more times and was told each and every time that the file would be escalated and reviewed by management XX/XX/XXXX, XXXX - file escalated XX/XX/XXXX, XXXX - file escalated XX/XX/XXXX, XXXX XXXX - file escalated and Underwriting was directly contacted regarding this matter on XX/XX/XXXX XX/XX/XXXX, XXXX - no update XX/XX/XXXX, XXXX - no update XX/XX/XXXX, XXXX - no update/no record of modification approval on file It's painfully clear that LoanCare is intentionally deceiving me and these business practices most certainly violate Federal Servicing and Compliance guidelines. I'm asking that you step in and demand that they follow proper federal legal procedures regarding this modification.
Thank you for your assistance with this and I'm available at the email address and phone number provided any time XXXX XXXX XXXX
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| 11/24/2017 |
Yes |
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- Trouble during payment process
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|
Web |
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This excerpt from an email sent to LoanCare on XX/XX/XXXX sums up the situation : " This is re : my new mortgage payment amount. As I have provided documentation over 4 months ago showing that I am exempt from property tax, and as LoanCare has taken no action in all this time to adjust my mortgage payment but has dunned me to pay my previous payment of {$480.00}, I have found it necessary to take matters into my own hands. My annual property tax amortized monthly is approximately {$68.00}. As I am exempt from property tax this leaves {$420.00} which will be my new mortgage payment per month. Moreover, my exemption began on XX/XX/XXXX yet I paid the former mortgage payment that month. Thus, I have overpaid LoanCare {$68.00} which I will deduct from the payment for XX/XX/XXXX. Thus, on or about XX/XX/XXXX I will pay $ XXXX or {$350.00} which should correct my account. As my need to take this corrective action is a direct result of LoanCare 's unresponsiveness to my emails and phone call, I expect LoanCare to notify all credit agencies it reports to and ensure that my record shows I am in good standing. If attending to this situation is too difficult, demonstrated by LoanCare 's continuing unresponsiveness to my account 's needs, perhaps the Better Business Bureau will be able to assist.
In futile hopes of prompt attention, '' LoanCare responded to this email by continuing to dun me for payment that was not owed. I did file a complaint with the Better Business Bureau at which point LoanCare 's escrow department finally reevaluated my account, but the amount they claim my monthly payment should be is higher than I calculated and they claim I am over {$700.00} behind on my mortgage, which I am not. They continue to dun me for payment sending letters threatening me with foreclosure.
|
| 01/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Error Resolution Demand Letter XX/XX/XXXX LoanCare Attn : Mortgage Resolution XXXX. XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX .
XXXX, NC XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage and escrow on my property located at XXXX XXXX XXXX, XXXX, FL XXXX.
I have made numerous requests to your company and talked to many customer service representatives and supervisors about the error that you company has created, but the issue has not been addressed.
Your company paid an incorrect tax bill to XXXX County Tax Commissioner on XX/XX/XXXX. The amount paid was {$4900.00}, but the correct amount owed was {$3300.00}. Your company representatives stated that they would seek a refund and credit my escrow balance. I explained that based on my experience with your company, that I had no confidence that this would occur and that my escrow payment would be adjusted upwards. This is now what has occurred.
I just received my new XXXX escrow statement and the taxes have been adjusted upward by {$110.00} beginning XX/XX/XXXX due to failure of your company to correct this error. Your company has misappropriated funds from my escrow account and I demand that this issue be resolved immediately. I will not pay a higher escrow amount due to your companys error.
As I write this letter I have been on hold with your company for over 45 minutes. I cant tell you how many hours I have spent trying to get your company to resolve this error. Your company without a doubt has the worst customer service I have ever experienced.
I request immediate attention to this matter. I can be reached at XXXX or by email at XXXX.
Sincerely, XXXX XXXX XXXX XXXX.
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| 12/31/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
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LoanCare, or XXXX ( whichever name they are using at the moment ) is making it difficult for me to pay my mortgage. They sent a letter in the mail that was an amount higher than what my payment shouldve been. They always send very conflicting information. On their website, is a lower payment. However, when I tried to pay my mortgage today, the website kept freezing/crashing. Literally every page on their website works except the page where youre suppose to make a payment. ( How convenient for them? ) The payment page is just a blank, white screen. After several tries, I decided to call them instead. I never got an actual human on the phone. An automated voice would say __________ ( the person that should be working ) is at home. Then the robot just hangs up in my face. I have recorded the website and phone issues as proof.
It seems as if LoanCare is purposely making it difficult to pay my mortgage so that they can report me as missing a payment, and eventually foreclose ( because theyve made it next to impossible to make any payments )!! I will not be sending any payments through the mail because I dont trust them at all. They might say they never received it! ( Which is what another homeowner went through on the XXXX reviews ). This seems to me like a form a equity stripping. Their website keeps trying to tell me how much equity I have in my home ( which is way lower than the actual equity I have ). I believe they want me to take out a HELOC or similar, make it impossible to make the payments, and then take my home.
NEVER have I ever been with such a horrible mortgage company. Theres no way that the things they do are legal. I really think this company should be investigated very throughly. I wouldnt be surprised if it leads to a class action lawsuit! This is ridiculous!!
|
| 06/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
Although all my payments were made including the current month of XX/XX/2021, I was reported as delinquent to the credit Bureau in XXXX, XXXX, XXXX and XXXX.
I also received a letter dated XX/XX/XXXX, addressing my falling behind in payments and offering help. I made numerous attempts to find out what was the problem, but no one I reached could explain.
Here are the results of attempts made in the last 7 days : 1. Many representatives left me on hold and eventually their calls was disconnected.
2. One representative tried to resolve the balance, having me on the line for approximately 1 hour and 10 minutes, and even consulted with a supervisor during that time. He ended up getting disconnected.
3. A nother re
presentative tried to explain the amount due, but said she was going to send it to the " INQUIRY '' group. She asked me to call her back in 2 days and gave me her extension ( XXXX ). Two days later when I tried to reach her, I was told there was no such extension, and calls could not be transferred.
4. All my request to speak to a supervisor/manager ended up on hold.
5. One request for a manger to call me back ; resulted in no call back.
6 No one was able to provide me with a number to their cooperate office.
One repr
esentative, answered my question, when I asked for a customer relation person, saying " What is that?
I am left with no other option, but to come to you.
In the meanwhile, my credit score and delinque
nt notes have caused a problem with my trying to refinance my home and my records as whole.
I actually found out about all the negative reports when I applied for re-finance.
So for ABSOLUTELY no reason I was treated this way. This company has only been my servicer for less than a year.
I hope I can get this resolved as soon as possible. Thanks
|
| 11/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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LoanCare, my previous mortgage servicer, shorted my escrow account by {$1800.00} more than two months ago and has still not refunded my money. I have tried to resolve this matter through ( at least ) 16 phone calls to LoanCare dating back to XX/XX/2019. Each call was answered by a call center representative who was unable to help me. After several calls, I began to ask to speak with a supervisor. I would then get routed to the supervisors extension where I would be placed on hold for 30 to 40 minutes before my call was answered. I recall that on at least three occasions my call was disconnected.
Here is what I have learned through my phone conversations with LoanCare staff and a review of my payment history which I accessed from LoanCares website ( See attached document ; I have highlighted the key transactions in yellow. ).
On XX/XX/2019, my account was mistakenly credited with another borrowers payment in the amount of {$1800.00}.
The {$1800.00} was promptly refunded to the other borrowers account, also on XX/XX/2019.
A second transfer of {$1800.00} was mistakenly made from my account to the same borrowers account on XX/XX/2019. So, the borrowers account contains {$1800.00} that is my money.
XXXX at LoanCare researched my complaint and acknowledged these errors in our XX/XX/2019 phone conversation. She acknowledged that I was owed the {$1800.00}, which would be refunded to me. She advised that I was to receive a phone call from LoanCare as early as the following Monday ( XX/XX/2019 ) to confirm that the check would be sent. I have yet to receive the call or the check. XXXX has been the LoanCare employee most responsive to my situation ; however, I have not been able to reach her for status, even though I have left messages for her to call me with two other employees.
|
| 12/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I previously filed a complaint with the CFPB against the company LoanCare -- please see complaint # XXXX.
I am now filing a new complaint because in their XX/XX/XXXX response letter ( sent via the CFPB portal ) to the previous CFPB complaint, they have made several statements that are not true.
1 ) The XX/XX/XXXX response letter states that " according to our records, you were offered a three month forbearance plan beginning XX/XX/XXXX and ending XX/XX/XXXX. '' This statement is not correct -- our written forbearance agreement expires XX/XX/20.
2 ) The XX/XX/XXXX letter further states that when " processing the deferral of your payments, the system is only going the defer the total amount due at that time. '' When we initially discussed the deferral on the phone with LoanCare, we clearly discussed deferring the entire time period of the forbearance. The terms of the written agreement are different than the terms we agreed to on the phone. We have been trying to correct this ever since we received the written agreement.
3 ) The XX/XX/XXXX letter further states " when you make a mortgage payment, it is applied to the most delinquent payment due in accordance with your mortgage documents. '' Our written forbearance agreement and verbal deferment agreement includes the month of XXXX -- LoanCare has been mis-applying our payments since then.
Please know that LoanCare has not executed their written agreement according to the terms they agreed on via telephone, they are misreporting credit information, applying payments incorrectly, and have made untruthful statements in their response letter to the CFPB.
I have previously emailed copies of the documents in question, but let me know if you have questions or need further information.
Thank you XXXX XXXX XXXX XXXX XXXX
|
| 04/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This is in response to the XX/XX/XXXX complaint that i submitted with the consumer protection bureau. The company is stating that we were late however the fees do not add up. We submitted paperwork around XXXX or XXXX of XXXX with the loss mitigation hardship department as we were having a financial hardship at that time due to XXXX having XXXX prior that year and missed several days from work. However we did not qualify for the hardship program, Several documents were submitted to this company. We were finally able to get the money from a family member to catch up our mortgage around XX/XX/XXXX. I spoke with a customer service rep from loancare before making our payment. The rep advised that he would waive the late charge that occurred in XX/XX/XXXX in return for us catching up on our mortgage. Obviously this was not completed as the company is still trying to say that we owe {$170.00} in late charges. But no one can explain to us how. When i called and complained about the late charges on our account around XX/XX/XXXX, The rep stated that he didnt know exactly what dates the late charges were for. However he waived the XX/XX/XXXX late charge as a courtesy for us. He advised me to email their research department to research the late charges on the account.
If the company charges {$59.00} for a late charge. And we were promised that two late charges would be waived. How does that equal {$170.00}. Two lates charges waived equals {$110.00}. That means we should only owe {$59.00} for a late charge. This company is always sending documents however when you call them to explain the documents they cant explain to how they come up with the numbers. We would like our account credited the other late charge that was promised to us in XX/XX/XXXX for catching up on our mortgage.
|
| 02/06/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
My mortgage got transferred to Loancare Servicing XX/XX/XXXX and since then I have had nothing but issues with this company. I set-up auto-payment through their website and when they had n't processed the XX/XX/XXXX payment on time, I called and asked what was going on. They claimed I had entered an incorrect banking account number ( which was not true ), so they could leverage a " Bad Check Reversal '' fee. I later checked the auto-payment summary on their website and the account information was correct. After a lengthy phone conversation with them, they managed to rectify the fee. However, in an attempt to avoid future issues with them holding my banking information hostage and intentionally fudging account numbers and charging me late fees and surcharges, I set-up monthly auto-payment through my banking institution. When the payment processed for XX/XX/XXXX, I went on to their website to ensure the payment went through correctly and saw that they charged me a non-descriptive {$20.00} fee that they took out of my additional principle payment. I received no notification from Loancare that they were leveraging a fee on my payment ( not even on the payment confirmation email they sent me on the payment date ). I also identified that they have the wrong home owners ' insurance carrier listed on my online account, so I do n't even know if they 're actually paying my insurance premiums through escrow. I have tried to call their customer service line 10 times in the past 2 hours and I just keep getting a busy signal. I have been paying this mortgage for over 3 years and have had no issues at all until Loancare took over the loan servicing. At best this company is a bunch of fee mongers, and at worst they 're crooks who intentionally and strategically nickel and dime people.
|
| 03/28/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
My mother passed away in XXXX of 2022. At the time of her death, she had an FHA secured home loan, which is currently serviced by LoanCareXXXX XXXX XXXX. There have been several attempts ( via phone and email ) to reach out to the company regarding Mortgage Protection Insurance, but as of today, I have not received any updates regarding this request. The company only wants to receive payments, but has not provided me with an answer as to if my mom 's home was secured with Mortgage Protection Insurance. My siblings and I are aware that they offer this insurance and our mother confirmed that she had this protection in place as well before she passed away. The dates of communication to the company were on XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), and XX/XX/2022 ( Phone ).
As requested from the company, my mom 's death certificate was provided and I was originally told that they would speak to me regarding Mortgage Protection Insurance once the documents were provided, but since that time ( XX/XX/2022 ), they have refused to discuss anything with me about the home, unless I am making payments on the property. I have contacted both companies as they have consistently sent me back and forth between both companies to get answers. My XXXX younger siblings and I have done our due diligence of continuing to make the full mortgage payments, but we are running out of time ( we believe ) to keep my mother 's home. We believe that this is a tactic from the Loan Servicer to stall and not provide the information that I've been requesting for a few months now in an attempt to foreclose on my mother 's home.
|
| 01/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am reaching out to you today because I am having issues with my loan that have gone on for five months. My loan modification was completed and my payments were to resume on XX/XX/XXXX. I made my first payment for XXXX on the XXXX, it was six days late because your online system was down, and my 2nd payment on XX/XX/XXXX. Around mid XXXX I was informed that my loan was 60 days past due. When I called to clear up the issue, it was discovered that my payments had been allocated to XXXX. I was told that this issue would be fixed and my payments would resume.
As of today, XX/XX/XXXX, this has not been fixed. I have been unable to make payments because my account does not reflect the proper amounts due or dates. I have called Loan Care around 15 times and have received at least 10 calls from loan care. The end result of all calls is that I am instructed to wait until the problem is corrected and then resume the payments, but the problem is never corrected.
I have requested that the harassment regarding my payments stop, since the only thing preventing me from making payments on time are mistakes on your end. But the opposite has occurred. I have gotten collection calls and notifications by mail that I am delinquent. When I called to express my concerns, I was told, on a recorded line by a Loan Care employee, that these letters and phone calls were intended to be threatening. And as I understand it, this is inappropriate behavior at best. I am currently unable to make my payments because Loan Care has still not resolved issues with my loan, yet they continue to call and harass me for payments as though I am deliquent. They have pressed me to make payments over the phone on several occasions, even though the account does not reflect the proper payments, dates and totals.
|
| 09/12/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
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In XX/XX/XXXX, Loancare LLC withdrew my mortgage 3 times, {$2600.00} the first 2 times, and {$2400.00} the third time. This issue was eventually resolved but had a ripple effect across the rest of my bills, as I am currently not able to afford 3 mortgage payments. Over the course of the next year, Loancare would not withdraw the funds on or about the desired date, in some cases waiting until past the due date, in which case they would turn off auto pay, add a late fee and then contact us. In XX/XX/XXXX, we refinanced with them to lower the percentage rate. We had auto-pay set up from the get go, but in XXXX we were notified that they do not use auto-pay so the payments we not pulled. Furthermore, when looking into our Credit Report it came to light that Loancare kept our original mortgage on file, so when we called we were told we had two payments per month to make. We made XXXX and XXXX 's payment, but in XXXX when I called to transfer my payment I was told they would not accept any further payment unless I catch up in full for the months of XXXX, XXXX, XXXX, XXXX and XXXX. My bank, XXXX, is tracking ACH transactions in XXXX and XXXX which withdrew the payments, as well as multiple additional attempts to pull money each month. When I addressed the issue with Loancare, they told me they had no records of the XXXX/XXXX payments and I needed to contact XXXX, which I did promptly, leading to a conference call between myself and the two companies. Despite XXXX explaining that they had proof that Loancare had already pulled the payments for XXXX and XXXX, Loancare is insisting that they never received the payments and I must catch up in full. This is causing me to take a Loan out on my Thrift Savings Plan to catch up with the hope that they do not lose this as well.
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| 12/12/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The backstory : In XX/XX/XXXX, my friend a realtor calls me to ask is everything okay with house. My response everything is great. He explains that the house was reported to the county for foreclosure. This was a shock to my wife and me. My wife calls the mortgage company Loan Care to find out the issue XX/XX/XXXX. Loan Care company said to contact the XXXX XXXX they will not talk to us. My wife contact the XXXX XXXX, the trustee states that we are behind in our mortgage payment of 6 months- {$14000.00}, my wife said how can this be we have proof of electronic payments to the Loan Care as well as the insurance being paid to XXXX out of the escrow company. The XXXX XXXX states we will not speak to you until payments are caught up, plus fines and legal fee ( {$24000.00} estimated ). My wife and me, tried to gather any money we could to pay this back by emptying are 401K ( {$20000.00} ), which we did not have enough. During this ordeal, we found out Loan Care in XXXX of XXXX to XXXX XXXX put the house in to foreclosure than removed without us every knowing, damage our credit even more.
In XXXX, my wife and I contacted XXXX XXXX XXXX, with the understanding the law firm could stop the sale date, this did not happen. My wife and I were forced to sale the house XX/XX/XXXX the house for what was owned not what it was worth, to prevent foreclosure or bankruptcy. In XXXX, the law firm that was supposed to represent us, states that can not represent us, only after receiving payment of {$4000.00}.
In the end, we lost our house, lost our mortgage payments, our credit-making it difficult to find a place to rent, lost our dignity, stressed out-family of 5 trying to hold it together. We did everything right, yet we are being punished with losing our home and our character.
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| 05/22/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been working with Loan Care loan servicing regarding my past due and default payments because of XXXX. They referred me to Texas assistance program for help which I did and qualified for assistance .Loan Care gave THAF . The AMOUNT of funds needed to bring me out of default, and also secured my following three payments for XXXX XXXX and XX/XX/2023. My first payment was to begin again on XX/XX/2023. I just received a default letter from Loan Care stating that they had not received payments For XXXX and XXXX I have called them so many times and had Conversations regarding this very issue. I was assured that THAF was making the XXXX XXXX and XXXX payments. I called THAF and they told me TODAY that the outstanding XXXX and XXXX payments are sitting in an a approval pause portal AT LOANCARE!!!!! Loan Care has not confirmed the payment amount sitting in their own portal of communication.!!!! I am furious, and want to file a formal complaint and lawsuit for their negligence!!! I told them today to check their portal and approve the payments that are literally pending for them!! this process has cost me so much mentally and emotionally and financially I would like to sue them for harassment and negligence AND also this very day I got a certified letter in the mail that I was in default and asking to call to schedule some kind of person to come out and do INSPECTIONS & estimates on my property??? IN CASE of default????? XXXX!!!!! I will sue them and be on the news about this if that happens GUARANTEED.!! I want my loan servicer removed. I do not want to do business with Loan Care anymore. I have absolutely no trust in how they do business and I demand to be transferred to another loan servicing entity for the remainder of this FHA loan.
thank you XXXX XXXX XXXX.
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| 02/22/2022 |
Yes |
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- Trouble during payment process
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Web |
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My property taxes are escrowed. Taxes through LoanCare , LLC were supposed to be paid to our city by XX/XX/2022. Supposedly they sent our payment on XX/XX/2022, however the city of XXXX XXXX didnt receive it until XX/XX/2022. We received a delinquent notice and contacted XXXX LoanCare , LLC, and was told they would be sending payment within 5 business days. As of today, XX/XX/2022, which is five business days, the payment still has not been sent. Contacted XXXX LoanCare , LLC again and was told that now they wont be sending it u til XX/XX/2022. This will not only cause additional late fees, but will be a never ending thing as they will pay the wrong amount and I will have more fees and have to continue to call and here they will pay it next month, etc. this puts my house in jeopardy of being taken by the city. When I asked why it wasnt sent in the 5 business days they had no answer and blamed the postal service. I told them they are violating federal statutes with regards to timely escrow payments, and was given the run around. This is not ok. I pay my payment ahead of time, and for them to have my escrowed money and not pay the taxes on time ( 33 days in the mail supposedly ) is not acceptable and as I review complaints on the XXXX we are not the only one with this issue. This company should not be allowed to get away with this. They also do not send my monthly statements on time as they are required. I receive them four days before the due date but their excuse is I can go online to their website and look at it. I did not sign up for electronic statements as I like paper hard copies. This company needs to be looked into and told they can not violate laws. This is my first mortgage and is the worst experience ever. I have had nothing but issues and need help.
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| 05/06/2017 |
Yes |
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- Trouble during payment process
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Web |
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I entered into a mortgage loan agreement with XXXX XXXX , XXXX on XXXX / XXXX / XXXX . In XXXX of XXXX , the loan servicer was switched to XXXX XXXX . In XXXX of XXXX , the loan servicer was switched again to LoanCare , LLC. I was notified of the switch via mail on XXXX XXXX , XXXX . During the most recent switch, LoanCare , LLC lost track of an {$850.00} payment which I made on XXXX XXXX , XXXX . I have been making bimonthly payments on the Mortgage each month since the loan agreement was signed. The Mortgage clearly states that the following in Article 4 : " 4. BO RROWER 'S RIGHT TO PREPAY I have the right to make payments of Principal at any time before they are due ... I may make a full Prepayment or partial Prepayment without paying a Prepayment charge. '' This is printed on pag e 1 of 3 of the Mortgage agreement. It is literally on the face of the Note. When investigating the missing { $850.00} payment, LoanCare , LLC informed me that they do not accept partial payment. I am requesting assistance with the following two items : 1. Enforcing specific performance on LoanCare , LLC, so that they honor the terms of the contract and accept partial payment.
2. Ensuring that LoanCare , LLC recognizes all former payments for the Mortgage, including the {$850.0 0} made, and accepted, on XXXX XXXX , XXXX , to be applied to XXXX XXXX . As you know, contract law allows for the sale and transfer of a contract, such as a Mortgage. While transfer of a contract is acceptable, it does not allow the purchasing party to unilaterally change the terms of the contract. The purchasing party is still bound by the terms of the contract, as is the counterparty, myself. Thank you for your assistance. Sincerely, XXXX XXXX XXXX .
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| 10/21/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Our mortgage was purchased by XXXXXXXX XXXX XX/XX/XXXX. Our account number is XXXX. We had damages to our home due to Hurricane Ian on XX/XX/XXXX and we received a check from our insurance company with both of our names ( XXXX and XXXX XXXX ) and our mortgage lenders name ( LoanCare ). We called our mortgage company to find out the proper steps to follow to obtain signature and for the check to be returned to us. We were advised because they had recently purchased our mortgage we could not proceed online and we were given a specific address : LoanCare XXXX Insurance Claims Processing XXXX XXXX XXXX, XXXX, XXXX XXXX and were advised to write the tracking # XXXX on the bottom of the check. We were advised the check would be signed and mailed back to us in 5-7 days. We mailed the check to the above address overnight and it was received on XX/XX/XXXX. We received a letter dated XX/XX/XXXX which states : Based on your current mortgage loan status and the insurance loss, it has been determined that the claim is classified as non-monitored. This means we can endorse and return the loss draft check to you without further conditions, allowing you to immediately begin repairs on the property. We paid out of our pocket and all repairs were completed prior to receiving the check from our insurance company. We have made multiple calls and also spoke to XXXX XXXX from the resolution team and we still have not received our check. We called again today XX/XX/XXXX and were advised they were waiting to here back from corporate. I inquired where their corporate office was located and the agent told me she had no idea. They are holding our personal money that we could be getting interest on. This is not an acceptable practice and we get a different response every time we call.
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| 09/03/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The Escrow Department for LOANCARE , LLC did an escrow analysis. They stated my XXXX County Maryland taxes were paid 4 times a year. They read the bill wrong. They kept telling me that my tax bill doubled but the XXXX County Treasury office confirmed that the taxes are only paid in two installments. I called LOANCARE today and the representative stated this was an error. With this erroneous analysis, they stated my mortgage payment would be an additional {$500.00} dollars. This was outrageous. The County confirmed it never doubled. I provided proof. ( see attachment ) On today XX/XX/XXXX, the representative saw it was entered into LOANCAREs system four times a year by error. The reps supervisor confirmed that it was an error. She put a request to have another analysis done and it should be fixed by XX/XX/XXXX. I should expect a new analysis delivered to me. If this does not happen, I will be submitting everything to my attorneys office for litigation.
My account was also reported over 120 days late as of XX/XX/2021 on my credit report. This is inaccurate. My loan was transferred to XXXX/LOANCARE servicing in XXXX while it was still in a CARES ACT forbearance. ( see attachment ) Federal Law states there is a two month period of no negative credit reporting or fees accessed while a mortgage loan has been transferred to a new mortgage servicer. While still in the transfer period, my loan remained in forbearance while LOANCARE processed a loan modification. The modification documents show that my first payment is due XX/XX/XXXX. ( see attachment ) My credit report should have never been reported late. Again, it shows that I am over 120 days late. This is current data reported as of XX/XX/XXXX. LOANCARE has damaged my credit with this. They have broken the law.
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| 02/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I pay my mortgage online through my bank with an automatic payment set up. Ive had the same set up since the loan inception I believe it was in XXXX. It gets sent out the same time of the month every month and theres never been an issue. I checked with my bank and all checks have been cashed that were sent to the mortgage company. My mortgage company states they did not receive XXXX XXXX mortgage payment. I also looked and saw one that several of my payments have been marked as late in XXXX which I know that is not true. The bank has a local branch here in XXXX XXXX so I want to try and fix it at the branch. When I got there I was met at the door by a gentleman that said that they are closed to customers because of Covid everyone has been working at home. The gentleman then proceeded to tell me that dozens of people come by there every day with the same complaint they say they have paid their mortgage as they always have and theyre not being credited or marked as delinquent. The gentleman states that because everyone is working at home things arent being properly credited and theyre not being credited on time. I have since gone to the mortgage website directly and an automatic payments through the mortgage paint company that way they cant say that Im not paying on time. I have lost 100 points on my credit score because they falsely reported that I did not pay my loan. I have since gone onto their website and paid everything that they said I owed in one lump sum and actually paid ahead so that they cant pull this with me anymore. The fact still remains that they cash the check of mine and did not give me credit for it. The other thing I want to clear up is how they ruined my credit by falsely reporting that I did not make my payments either at all or on time.
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| 10/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My primary residence 's mortgage servicer is Loancare LLC ( https : //www.myloancare.com ). InXX/XX/2020, I accepted their forbearance plan because I was financially affected by the COVID shutdown. On XX/XX/2020, I got an email stating that I have been approved for the forbearance plan ( email attached ) and that I should read the forbearance plan agreement carefully. I received an agreement letter ( attached ) dated XXXX XXXX. Before I entered the forbearance plan I was one payment away from having my PMI removed. Neither the letter that I received nor the email mentions that my PMI will not be removed for another 24 months and that I will be penalized if I accept the forbearance plan. I even made partial payments during my forbearance period. I ended the forbearance plan beginning of XXXX and made all the payments. I have never defaulted in any mortgage payments.
I have requested Loancare several times for cancellation of my PMI. However the mortgage company is still forcing me to pay PMI for extra 24 months.
I have complained several times, including an escalation call with the manager, XXXX, on XX/XX/2020 ( escalation request # XXXX ). She mentioned that the PMI will be removed in 7 business days. However, without notice they quietly rejected my PMI cancelation request. I did not receive any written letter or email from them. I called again on XX/XX/XXXX and talked with another manager, XXXX XXXX agent # XXXX ) and she insisted that there is no way the PMI will be removed and that I am forced to pay for PMI for another 24 months because of the forbearance plan.
This deceptive behavior by Loancare has caused me an extra financial burden during COVID crisis. They advertise their forbearance plan as a compassionate act however they are defrauding people.
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| 10/04/2019 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage was transferred from XXXX XXXX XXXX to Loancare on XX/XX/19. Previously, our autopayment of {$2200.00} with XXXX XXXX XXXX was taken out of our savings account on the 1st of every month. When Loancare had not withdrawn the auto payment by XX/XX/19, I mailed a physical check from my checking account to pay our XXXX mortgage. On XX/XX/19 Loancare tried to process our autopayment. Because the funds were not available in the account we were charged a {$30.00} NSF fee. I moved money to the account to make sure it would not be overdrawn again. Two days later Loancare retried the autopayment on XX/XX/19 and the funds were taken out of our account. In addition, on XX/XX/19 Loancare cashed the physical check I mailed. However, only one of these payments posted to our loancare account. In the past two months, we have been trying to contact customer service to identify which payment posted to our account and request a refund of the payment that did not post. We have made 5 phone calls to loancare ( XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ) and spent approximately 1 hr and 15 minutes on the phone with customer service. We have also sent four separate e-mails to payment research as requested by customer service reps with documentation showing that both payments were withdrawn ( e-mails sent XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ). As of today XX/XX/19, Loancare has still not been able to tell us which payment posted to our account ( the auto payment or the check ) and has not refunded us nor applied the missing payment to our account. We have also been lied to, being told a check was mailed to us, when in fact someone else told us the next week that it was not. We just want the money that is ours either refunded or applied to our account.
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| 10/26/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Loan # XXXX On XX/XX/2022 I submitted an application for mortgage assistance. We recently fell behind on loan payments due to medical for a baby that is due soon and this resulted in us missing payments. I have never received any phone calls or communication from my loan advocates. I submitted all required documentation to LoanCare within two days. They received the bank statements on XX/XX/2022. I received a letter on XX/XX/2022 asking for documentation on income. I submitted the requested information that same day. I have tried multiple times to get a response from LoanCare. I have requested my escrow statement to weigh my options and yet have I received that document. I am in California and the deadlines are approaching for the relief. LoanCare stated today the only recourse is a loan modification with a substantial rate increase. LoanCare is impeding my way to restoring my home loan and home retention options. They have continued to hang up, ghost, and ignore my requests. I have asked to do a partial claim several times. LoanCare stated that they closed that program on XX/XX/2022. They stated that they will not open any other options for my situation. This is odd that they are making these decisions without completing the packet. To my knowledge the VA partial claim is open until XX/XX/2022. I believe LoanCare is attempting to put veterans through modifications rather than partial claims due to the amount of interest accumulated over the life of the loan. LoanCare needs to adhere to all laws and regulations of VA home loans. XXXX # XXXX wouldnt let me speak to supervisor. He also refused to transfer to any supervisor or resolutions. He also stated that me making this complaint is going to far. XXXX # XXXX of resolutions is very rude and condescending.
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| 01/08/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Older American |
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Received a forebearance from loancare due to a natural disaster. The term was 3 months ending in XXXX. In XXXX I tried to contact loancare and was unsuccessful, I finally reached them in XXXX and was told that there systems were down due to a glitch.I spoke with a representative and asked to review options to reinstate, I chose deferring payments to the end. I supplied the requested documents in a timely fashion and asked for a timeframe I was informed it could take 15-30 days. I was assured again that my credit would not be affected. I received a letter stating On XX/XX/XXXX that I was in default.I called and again was informed that when my forebearance ends as long as Im in the resolution stage I would be ok. I called today XXXX est to ask for a progress report and again was told my credit would not be affected when I informed the representative that her information was incorrect I was put on hold and when she returned her words were I just learned something new I at that point asked to escalate. I spoke with XXXX team leader I told her my predicament and that I had done nothing wrong and supplied all documents. I asked why my credit was affected and told her all her representatives had told me it wouldnt. Her words were you received correspondence and anything anyone tells you is incorrect follow the correspondence not the employee. My position is and always was resolution and a clean credit report. Her answer was write a letter disputing the negative report. I feel Im being treated unfairly disrespectful I also feel Im carrying the burden of misinformed employees and systems failures. My credit is now affected causing major issues and I have no resolution in sight. I feel Im being discriminated against due to my race Im preparing to escalate further.
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| 02/25/2020 |
Yes |
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- Trouble during payment process
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Web |
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Loan Care failed to make XX/XX/XXXX-XX/XX/XXXX property tax payment for {$1000.00}. Im in the process of selling my home and escrow discovered that the payment was in default. I called on XX/XX/XXXX and spoke with a customer service rep that was working with another department to resolve. He said I would receive an email from them within 1-2 hours with a resolution. I never received the email. On XX/XX/XXXX, I called back in to resolve and they said they didnt have any record of another department working on it and that the burden of proof was on me. I explain that the tax information is public and there was obviously a discrepancy in what I was being told today vs yesterday. I asked for a supervisor and the supervisor hung up on me. Now, I have called back in to try and resolve for the 3rd time and have been place on hold without ever being able to get in touch with anyone. I believe its likely my account has a notation on it that when read they stop helping me. My concern is I have been paying into an impound account and they have not fulfilled their obligation to properly service my loan by making the appropriate payment to the county for property taxes. This is very concerning. When logged in online the history of the escrow account does not go back for me to research on my own. After looking at reviews online, I see many other customers experiencing the same thing without resolution. Considering that as a home owner we dont have a choice in our loan services especially if our lender sells the loan. We are forced to do business with an unethical company like loan care and there should be better oversight from the CFPB to prevent this from happening. I would normally say this is my fault for choosing to do business with them, but I dont have a choice.
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| 03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage is serviced by XXXX XXXX XXXX , XXXX, also known as Loancare.
Loancare states they sent notice via mail that our escrow payments were to increase beginning inXX/XX/2019. We did not receive this notice, nor did Loancare contact me ( they may have tried to contact my wife, but I have repeatedly advised Loancare I am the primary point of contact for this account ).
We sent our XX/XX/2019 payment in on time. However, this payment did not include the {$63.00} increase in our monthly escrow payment. We received a rather confusing notice form Loancare, where there was a claim our payment was late, but it also appeared it had been credited.
Later in XXXX, I received notice from a credit monitoring agency that Loancare was reporting our payment as late. This is incorrect. I reached out to Loancare after receiving this notice, first by phone, then by email after being informed my wait time on hold would be more than an hour.
I eventually called again, and spoke to a representative, who informed that, because of the difference of {$63.00}, my payment was being reported as late, and a late fee of {$100.00} was being assessed. A late fee more than 60 percent higher than the amount in dispute is, frankly, absurd on its face. I immediately paid the {$63.00} shortage, and disputed the late fee. I also arranged for a supplemental payment of {$63.00} for my XXXX bill to go out, and arranged for future mortgage payments to include the additional {$63.00} payment.
Today, I received a terse email from Loancare stating they would not eliminate the late fee because it had previously waived a fee.
Now, not only do I have a late fee, this has been reported to credit bureaus as a late payment, which has caused my credit rating to drop more than 70 points.
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| 12/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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I had made XXXX trial payments with XXXX and my loan was sold to LoanCare XXXX. I have contacted LoanCare and they wo n't speak to me. My housing counselor has submitted an authorization and re-submitted all my updated document, including proof that I 'm the owner of record and proof of my XXXX XXXX payment in hopes of quickly finishing the modification and simple assumption process. The documents were faxed to the fax numbers provided by LoanCare for authorizations and loss mitigation departments on XXXX/XXXX/16. The housing counselor follow up on XXXX/XXXX/16 and LoanCare still did n't have the authorization and would not speak to the housing counselor. The housing counselor follow up again on XXXX & XXXX and still no authorization. The customer service agent gave an email address to email the authorization and documents. The doc 's were email on XXXX/XXXX/16. An auto reply stated that the documents would be uploaded and available for review within XXXX48 hours. The counselor follow up again on XXXX, XXXX, XXXX, & XXXX. LoanCare states the documents have not yet been uploaded to the system, they ca n't speak to us. On XXXX LoanCare stated that my authorization would be available for review on XXXX/XXXX/16. A full 30 days after it was faxed. They have yet to acknowledge my paperwork, modification request, simple assumption request, death certificate, quick claim deed ect. and continue to refuse to speak to me or the housing counselor. My counselor states that most companies acknowledge the authorization within XXXX48 hours and that this has not been her experience even on newly transferred loans. I feel 30 days is unexceptionable because they will ask for all new documents because 30 days has passed. I also feel like they are negotiating in bad faith.
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| 07/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Subject property XXXX XXXX XXXX XXXX XXXX XXXX, RI XXXX Current deeded use is condominium. Seeking under XXXX XXXX XXXX loan document Note 1-4 family XXXX XXXX XXXX, ( attached ) notarized amendment document from XXXX XXXX approving change of deeded use to multi family. I agree to have XXXX XXXX take lien priority on the property.
To be clear I have never missed a mortgage payment or had a lapse in insurance coverage on the subject property.
My friend who is an attorney contacted XXXX XXXX for me in regard to this request. She spoke to XXXX XXXX Esq. who advised her that XXXX XXXX would agree to this request, and for her to contact XXXX XXXX Esq. at XXXX XXXX ( XXXX ), the current mortgage debt service company. She reached out to the contact at XXXX XXXX the same day via phone message and email.
As of today, Attorney XXXX did not return the phone call or email. Not a surprise to me, since XXXX XXXX is a predatory debt collection company who I have had the unpleasant experience with ; particularly in regard to their annual " forced placed insurance '' threat and subsequent machinations one has to go through with them to " prove '' that there is a viable insurance policy on the property.
One does not have to go far on your web site and XXXX to see all of the complaints from numerous folks who have had the forced placed insurance scam put upon them by XXXX XXXX. Additionally, many people have lost their homes to foreclosure because of XXXX XXXX inability to follow through on loan modifications for people who are trying to save their homes.
XXXX XXXX holds the loan but refuses to take responsibility to assist their paying customers. Rather, they prefer to hide behind the predatory debt collection company to do their dirty work. It is a shame.
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| 12/31/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2021 I attempted to make a payment for my loan on my house. It was late, but within 30 days and so I should have been in the clear to make a payment.
Logging onto MyLoanCare 's online payment portal, the system refused to accept my payment stating to call customer service. I called customer service and attempted to make a payment via the phone system, which also had an error and refused to accept my payment. It then redirected me to a live human representative, who I asked to make a payment with. The individual put me on hold for over 30 minutes before the system redirected me to another customer service representative.
This next CSR put me on hold again for 5 minutes after stating there was a " stop '' on my account so that they could " recalculate principal balances '' preventing me from making a payment. She said she would need to speak to a supervisor to attempt to remove this stop to allow me to make a payment. After returning from the hold, she stated she was able to remove the " stop '' and that I should try the online system again in 20 minutes.
This was already late in the day and so when I attempted 20 minutes later, the system did not accept my payment. I attempted again some minutes later and was locked out.
Calling the automated phone system later in the evening did not work as well. I was unable to dedicated another 30 minutes+ to waiting on hold as my 3 year old child needed dinner and to be put to bed.
Attempting to use the online system later, they now are reporting it as " 30 or more days late '' and I suspect will report to the credit union. I believe Loancare and the mortgage company behind it is attempting to force a 30day late to prevent a refinance to my employer XXXXXXXX XXXX or for other unscupulous reasons.
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| 05/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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We have issues with wrong info on our mortgage account and CAN NOT resolve them because all the phone numbers and extentions they provide no PERSON answers, the recordings do not pertain to our issue, they have reported us to the credit bureau 's 1 ) due to the virus I told them I couldn't pay XXXX because we were supporting 9 humans with us but not only that there was a moritorium made by our Governor on XX/XX/2020 that a late payment could not be reported 2 ) even without the moratorium they did not wait the 30 days. They also report in their letters that XXXX was missed but I have proof it was. They are charging us late fees when with a 15 day grace period NONE were late. When we purchased the house we paid it the XXXX every month. They then increased it and being on a fixed income I had to make up the {$120.00} with ss check but it was never sent after the 15 days. They in again a letter said they DON'T apply the XXXX to the mortgage payment. Well if it's my account and it isn't late why not? I have been receiving robo calls daily and voicemails daily with NO valid # number to call. If I answers the call it just tells me to call a number that I can't reach anyone at.
I have letters I have written, the last was certified receipt requested and they received it and I got back a letter telling me to call someone, different # but and extension. Well guess what we called repeatedly and again recordings that person and extension " not available '' and NO RETURN CALLS TO OUR VOICEMAILS ASKING THEM TO CALLS us back. I have been told that XXXX XXXX has received numerous calls with the same complaint I have.
Is there anyway this Sham can come to a close? Is there anyway I can get my credit restored because of their false reporting or can they be sued?
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| 01/30/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Attached are two responses from LoanCare , LLC which regards the previous complaint filed XX/XX/2024.
The first response datedXX/XX/2024 states that the company received a " notice of error regarding the loan referenced. '' I did not send a " notice of error '' nor did I ever refer to the matter as an " error. '' I, respectfully, made issue with regard to a " breach '' in the company 's system and the " timing '' of the breach.
The second response dated XX/XX/2024states that I " questioned the validity of the loan transfer. '' My wife and I are well aware that mortgage companies can and do sell or transfer loans. My letter addressed the " timing '' of the security breach with respect to the loan transfer.
During the brief two week period for the " announced '' transfer, I had contacted LoanCare , LLC customer service with respect to a " physical address '' for XXXX, XXXX for mailing Certified Mail to the company. Customer Service could not or would not give out that information. I found an address via my own investigation.
The following day after the phone call to LoanCare , LLC customer service I received multiple phone calls with voice messages to contact LoanCare. These calls came in while I was out of town. I had already mailed our mortgage payment for XX/XX/XXXX. When XXXX, XXXX received our payment the calls from LoanCare , LLC stopped.
My wife and I made the " transition '' of our loan being transferred from Loancare , LLC to XXXX, XXXX without a problem. There was no chaos with respect to making " timely '' payment ( s ).
Again, I do question the " timing '' of the security breach which raises questions about other borrowers maybe enrolling in " identity theft '' protection via LoanCare , LLC letters sent out to other borrowers.
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| 12/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have worked very hard to pay my payments before they were due. I am now receiving letters saying my payments are behind, and its showing late fees. I have tried for two straight weeks to get ahold of a person. I have called several numbers and cant speak to a human. My payments are done through XXXX XXXX XXXX bill pay, and I have record of each payment made to LOANCARE. During this pandemic its been very hard making ends meet, and keeping up on all my bills but I have done it and am very upset someone has made mistakes at LOANCARE with my money.
I knew times would be tough so I took it upon myself to pay one month ahead on my mortgage, but I am getting letters I am two months behind. Again, I have been trying to contact someone but am unable to contact a human.
The following payments were made from XXXX XXXX XXXX Via billpay.
XXXX payment : XXXX {$1400.00} XXXX payments : XXXX {$750.00}. XXXX {$750.00}.
XXXX payments : XXXX {$720.00}. & XXXX {$720.00}.
XXXX payments : XXXX {$720.00}. & XXXX {$720.00}.
XXXX payments : XXXX {$720.00} & XXXX {$720.00}.
XX/XX/2021 payments : XXXX {$720.00} As you see Ive paid XXXX and above my regular monthly amount.
I paid an extra payment in XXXX, which was a hardship but with the uncertain times I wanted to make sure I was ahead on my mortgage, but now I am going through this stress of them not applying my payments, and accessing late fees. This is crucial this gets corrected and all the late fees be removed. This is a hard, stressful time and Ive worked very hard to make sure I didnt fall behind and I feel very angry at Loancare for the terrible accounting and obsolete customer service.
I feel its crucial for consumers to be able to contact real people when their money isnt being handled correctly.
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| 09/13/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Hello- Last year I was struggling financially. In XX/XX/2018 I applied for a mortgage modification. In XX/XX/2018 I received a letter from an attorney stating that my home was in foreclosure process. NOT THAT IT WAS IN FORECLOSURE but that the process had started and that was my notification of what was happening. I was very confused because the mortgage modification was supposed to help me.
I wrote the attorney and asked for an explanation and disputed the debt because of the modification. They responded and said that the file was " on hold '' due to the modification process.
Fast forward a few months and I made my trial payments on time. I get approved for the final modification but the attorney is saying the Mortgage company told them to keep the file open. The file is not closed but rather open and I am being reported as foreclosure to the credit bureaus. ( See Attachment from XXXX ) XXXX is reporting me as having a foreclosure.
The FACT is that I NEVER went to the FORECLOSURE process. I tried to fix my situation before it got to that point. I am not disputing I had trouble paying my mortagage but I tried to remedy the situation and I am being penalized.
I was told by a Loancare representative XXXX XXXX that once the modification went through the loan would be reporting as current and that it would never say foreclosure. I was also told that it might even erase some of the late payments dating back to when I started making the trial payments. I never was scheduled for a sheriff 's sale or even given a date.
Attachements are letter from attorney and XXXX letter declining me from a business credit card.
As an AMerican who is a XXXX I want to be given a fair shot and I think that this is a violation of the Fair Credit Reporting Act.
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| 01/24/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Open letter to LoanCare CEO XXXX XXXX, Senior Vice President, Loan Administration XXXX, Executive Vice President and Chief Operating Officer XXXX, Senior Vice President, Client Relations XXXX, Senior Vice President of Loan Conversions & Escrow Department I bought a house two years ago. My loan was sold twice. The current loan servicer is LoanCare LLC. The county in which I live sent me a property tax bill in XX/XX/2016 which is normally paid by the mortgage servicer who manages the escrow account. XXXX went by without a payment by LoanCare LLC to the county for taxes. I received a follow-up letter from the county that said I ws in default and that if I did not pay immediately I would incur penalties and interest. Therefore, I immediately paid the taxes due directly to the County. The taxes are now paid in full by my own payment. Since then, LoanCare claims to have paid my taxes out of my escrow but the County Tax Administration states that they have only received one payment, and that payment was the payment I made from my checking account. I have receipt from County proving I paid these taxes and I have bank statement proving that payment came from my own personal funds from my own checking account. Yet LoanCare charged my escrow account for the taxes which they did not pay. I 've called LoanCare a dozen times. Each time I spend ten minutes navigating the automated IVR system only to be hung up on by the IVR system. I 've actually reached a human twice. The first time, the human promised to credit my escrow account for the duplicate payment. The second time the human said their systems were down and she was unable to help me. So far, no credit has been issued. I request an immediate credit to my escrow account.
Please contact me immediately.
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| 11/07/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was sold by XXXX to Loancare LLC on XXXX XXXX, 2015. My mortgage payment was due on XXXX XXXX. I submitted a payment to XXXX electronically on the XXXX, not understanding that it would n't go through, and in fact I was given a confirmation number as receipt of payment. A week later I checked my bank account and no funds had been taken out of my account. XXXX 's website now said that my loan had been sold and gave me an incorrect customer service number for Loancare XXXX. After finding the correct number ( and calling XXXX to let them know the number on both their website and customer service line was incorrect, ) I spoke with Loancare who informed me that my payment had not been processed and was now late. I was informed by Customer Service that there were no late fees associated with it - in fact that no late fees could be associated with my account for 60 days after the sale - however, there is a one time payment fee on a sliding scale depending on how late your payment is. For payments 1-4 days after the due date there is no fee, 5-9 days is a {$5.00} fee and 10 days or more is a {$10.00} fee. They say this is a one-time draft fee and not a late fee, although I 'm at a loss to understand how this is n't a late fee in disquise. I made the payment to Loancare electronically - including the additional {$5.00} fee - because I wanted to make sure my account is up to date and I feared racking up any additional " fees. '' Their Customer Service Department said that they can not waive that fee and I should look to XXXX for reimbursement ( which does n't make a lot of sense. ) I believe that the " processing fee '' for late payments is in fact a " late fee '' illegally charged to customers during a confusing and poorly managed loan sale.
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| 03/21/2018 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I was contacted by my insurance company ( XXXX XXXX, XXXX XXXX XXXX office in Charleston, SC ) regarding a failure of payment from my escrow account with my mortgage servicer, Loancare. Loancare did not make the payee line out correctly, so the check was not able to be deposited/cached by the insurance agency. They covered the insurance cost for me but still needed payment for it.
Both the insurance agent, XXXX XXXX, and I contacted Loancare *repeatedly* over the course of the next year to absolutely no avail or response. They do not respond to email at all. Finally in XX/XX/XXXX XXXX managed to get the right check cut to their agency and I thought the matter was resolved, however unprofessional it was handled.
Well now I have an erroneous negative balance in my escrow account because rather than just fix the check, Loancare claims they refunded me the " excess '' that was in the escrow account. I NEVER received this check. According to them, they sent it in early XX/XX/XXXX. I would remember an unexpected $ 1500+ check. I never saw it.
So now they have taken payment for XX/XX/XXXX's insurance amount as well as XX/XX/XXXX 's from my account, meaning that I've been charged for the XX/XX/XXXX insurance TWICE.
I called and spoke with an agent at their company, and despite the easy conversation we had where the agent saw the issue and promised he'd get his supervisor to correct it, I still have not seen any correction, nor will they respond to my messages once again. This discrepancy in my escrow account has caused my payment to increase by around {$100.00} a month, but I absolutely do not owe them this extra money.
Where did my money go, and why will they not fix this? This has been going on for a year and a half or more now.
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| 05/10/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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We got a little behind on our mortgage while under a Chapt XXXX bankruptcy, we missed some payments leading up the Mortgage Company contacting our attorney to file a default. The attorney contacted them and they stated on or around XXXX XXXX that we would have to make a {$6500.00} cashiers check payment to them in order to bring our account current. We scrounged around and sold some things to get the money and mailed it to Loancare overnight on XXXX/XXXX/XXXX. Ever since that date, I have made all my monthly mortgage payments to them. After the chapt. XXXX was discharged on XXXX XXXX, they all of a sudden are stating that we missed XXXX XXXX payment. I clearly show it being paid on the attached word document in XXXX XXXX. I have called them and they said to give them a years worth of proof that I have made all my payments from the XXXX XXXX til XXXX. Again that is attached to what I sent them ( 2 TIMES ) with no response. They are currently reporting fraudulent statements on my credit report that according to my records is false. They are also sending threatening letters stating that we are 2 months behind everytime I do n't make my payment on the XXXX. I have a 15 day grace period on my original loan documents and if I pay it on XX/XX/XXXX, should NOT be assessed any late fees. I am paid on the XXXX of every month and that is the check I use to make my mortgage payments. I have a QWR under RESPA guidelines all typed up that I can mail them in case they do n't respond. Just email me and I will send CFPB and LOANCARE certified copies Priority Overnight. Hopefully you can assist in this and bring a closure to this on going battle I am having. Threatening phone calls and letters can provide a very stressful environment to myself and my family.
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| 04/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Yesterday I received an email stating that my account had been locked due to too many unsuccessful signin attempts. I have not attempted to sign in recently, so I suspect that it was a hacking attempt. ( I did check the email, which came from a legitimate address - it seems to be the security company linked to the mortgage, XXXX I clicked on the link to reset my password and got to the two-factor authentication page. I tried text, email, and a phone call, but I never received a security code. This left me concerned that someone HAS hacked into my account and changed my information.
My next step was to try to call the company. I used their " customer service number '' - the only number that exists. It claims you can get an agent there for a whole variety of concerns, including fraud. But it is a purely automated number ; there is NO option to get a human being and no option to report suspected fraud or get help with a locked account. If you try 0 it drops the call.
The automated information also claimed the balance on my loan was XXXX. Of course I'd be delighted if someone hacked my account to pay off my mortgage, but this further makes me worry that someone has gotten into my account.
I am very web savvy, but there is no email address or phone number anywhere on the internet that provides a way to contact this company. Other complaints to the CFPB have the same issue. How is a company that handles trillions of consumers ' dollars - and that, by the way, NONE of us chose to do business with ( like others my loan was sold to them ) - allowed to operate without a way for people to reach them when they are concerned their money has been stolen? I want my complaint resolved, but I also think this company should be forced to behave better.
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| 01/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX who held my mortgage went into bankruptcy and LoanCare took over my loan as of XX/XX/XXXX. I made 2 payments to LoanCare through XXXX XXXX XXXX Bill Pay on XX/XX/XXXX in the amount of {$1700.00}. and also XX/XX/XXXX in the amount of {$1700.00}, but they posted to my old acct # I had with XXXX . I have made more than bi monthly call to LoanCare explaining what happened and trying to get this resolved. They did a reversal of 1 payment and posted it to my account on XX/XX/XXXX but never posted the second payment. I faxed them copies of the bank transmittal from XXXX XXXX XXXX showing them the Electronic File Trace Numbers on XX/XX/2019, XXXX XXXX, per a supervisor named XXXX 's instructions telling me this would take care of the problem. It was never taken care of. Since XX/XX/XXXX I have sent every payment certified mail return receipt so that I have proof of payment. I call every couple of weeks and get the run around they tell me they will fix the problem and call me back and no one ever does. I get monthly delinquent notices from them, they have reported me monthly to credit bureau as delinquent, when I have made every payment to them in a timely manner and my credit is being destroyed. They raised my payment because they said my escrow is insufficient when if they would just post the payment that would not be the case. I reported them to the XXXX XXXX, after that I received a letter from LoanCare saying they would look into the problem. There were ( 21 ) attempts on XX/XX/XXXX, on my account to rectify the problem and in the end all that happened was my principal amount owed to them changed {$5.00} in there favor. i DONT KNOW WHAT ELSE TO DO!! I feel like they are stealing my money and ther is no accountabilty on there part.
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| 11/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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We have a mortgage with Loan Care, a XXXX Company, XXXX. XXXX XXXX, XXXX XXXX, Virginia, XXXX, XXXX. They purchased our loan from another company approximately 1 year ago. Since that time we have had nothing but XXXX problem after another with this company. It started with trying to set up the accelerator program and missing payments. Since before XXXX we have had an issue with login on to their website. I called on XXXX XXXX, 2016, explained the problem and was told it was an issue with their website. I was told they would have the problem fixed and a return telephone call by the end of the business day. There was no return call and the login issue was not fixed. The issue has continued until today ( XXXX/XXXX/2016 ). I called Loan Care on XXXX/XXXX/2016 and explained the issue again. I was told to rest our password through their link. I followed their instructions and their own system failed to provide a temporary password for login. I was again promised the issue would be repaired with a return telephone call within 30 minutes providing me with a temporary password for login. After approximately 3 hours with no call, I called the company again and explained the issue again. During this telephone call, I was once again promised a return call from a supervisor, and a resolution to the issue. So far, the issue has not been resolved. This appears to be a reoccurring issue with this company, because I was told that they had to change their procedure in dealing with a complaint about their website.
This is a major issue because we are wanting to pay our loan off early and because of the login issue we are unable to make additional payments. I have began to wonder if this is an issue to prevent individuals from making additional payments.
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| 05/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I have a conventional mortgage on my property. The principal balance is approximately {$92000.00}. The original balance was approximately {$210000.00}.
My mortgage was held by XXXX XXXX XXXX, originally XXXX. As of XXXX XX/XX/2021, XXXX changed the mortgage service provider to Loan Care. That is the start of the problem. I am a realtor and am accustomed to dealing with mortgages, etc.
I had always paid XXXX via auto-pay from my XXXX XXXXXXXX XXXX account. Loan Care supplies NO option for an auto-pay form BOA. They provide ONLY their accessing my bank account 0 which I do not allow. Thus, they require a check. XXXX XXXX XXXX sent Loan Care a check for {$1600.00} for the XXXX XXXX, XXXX XXXX and XXXX XXXX payments. The required amount is {$920.00} per month, but I pay additional principal each month. It took 8-9 telephone calls and nearly 7 weeks for Loan Care to post said payments.
I changed the payment date at XXXX for the XXXX XXXX payment and on XXXX XXXX, XXXX sent out the {$1600.00} payment for XXXX XXXX. Today is XXXX XXXX XXXX 23 days later ), Loan Care says the XXXX is problematic but that is not their issue, it is mine and they claim NOT to have received the payment yet and will impose a $ XXXX late fee if not received by Monday.
I have left 4 emails requesting them to call me - I have received NO calls.
I do believe their business practices are inappropriate and while I understand the CFPB handles many more serious issues, this is important to me. XXXX verifies Loan Care is problematic but their customer service is the worst I have seen and I do believe that their goal is to make $ and not provide service. I believe their process is fraudulent and ask you to investigate this company and help me rectify this situation.
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| 11/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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XX/XX/2020 went into the auto-pay system ( online ) to increase the principle payment on our mortgage amount due. Somehow this altered the date the payment is processed and we received a late payment notice from the lender. We immediately called in and explained what we had done online to the customer service person. She agreed that it should not have happened and waived our late fee. She stated that it was a " Auto-Pay '' system issue and that she had fixed the issue with our account and we should be fine moving forward. The next month it happened again. We called in and again the customer service person stated it was a " Auto-Pay '' system issue, said she fixed the issue and again waived the late fee.
This happened again for the month of XXXX ( we were not aware ) until a few weeks later. Again we called and made the payment. ( at this pont we opted out of the " Auto-Pay '' and now manually make our payments online thru the lender 's website ). The lender went ahead and reported us to the credit reporting companies as being delinquent on our XXXX payment. I sent a letter to LoanCare explaining what had happened in detail asking to remove the delinquency notice they had sent. They responded since we were delinquent, they would NOT make any correction. ( even though, their own representatives stated it was a system issue and NOT a failure on our part. ) We have NEVER been late since we opened this account and have always used the " Auto-Pay '' system they offered.
They did apologize for any inconvenience or frustrations. During this exasperating experience, my wife and myself ( on two different occasions ), were told that a manager would call us to speak with us about the issue we were having. Both times they NEVER called us back.
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| 12/17/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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SYNOPSIS : By correspondence dated XX/XX/2021, LOANCARE offered me a post-COVID-related loan forbearance Trial Period Plan ( TPP ) as a prelude to a permanent loan modification. This correspondence advised that I had the option of either accepting the offered TPP immediately, or that I had the right to appeal, and that this appeal must be received no later than XX/XX/2021. The letter further advised that I did not have to choose between accepting the first-offered TPP or any TPP offered post-appeal until 30 calendar days after the date of the appeal decision. I chose to appeal LOANCAREs decision not to offer a particular VA loan TPP, this appeal being timely received on XX/XX/2021. By correspondence dated XX/XX/2021, LOANCARE denied my appeal, as well advised that the amount of {$62000.00} was due immediately (! ). On XX/XX/2021, LOANCARE timely received my acceptance of the first-offered TPP. By correspondence dated XX/XX/2021, LOANCARE did not acknowledge my acceptance of their offer. Rather, they returned the entirety of my correspondence of XX/XX/2021, as well as the {$9300.00} check I proffered in conformity with their first-offered TPP, on the basis that the payment represented less than half of the full amount due ( that is, less than {$31000.00} ). In summary, by refusing to acknowledge my properly-executed acceptance of their offer and the existence of our valid contract, LOANCARE is at a minimum liable for breach of contract, as well as likely violating the Real Estate Settlement Procedures Act, the Fair Credit Reporting Act, the Fair Debt Collections Practices Act, and California and federal prohibitions on unfair, abusive, or deceptive acts or practices.
NOTE : See attached full recitation of facts and history.
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| 02/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Dear person in charge This is a second attempt to ask for your help to resolve our case with Loancare ( COMPLAINT ID XXXX ).
They said that they would mail us the loan modification document within 45 days, but never did.
We have been waiting for two and half years for our promised loan modification. We call every month and are told soon it will come.
We have been paying the trial amount of {$620.00} or more every month at the interest rate of 4.375 % since XX/XX/XXXX.
ScienceHurricane Maria of XX/XX/XXXX, we have been offered an abatement without penaltyor being reported as delinquent. Yet Loancare / XXXX XXXX / XXXX continued to charge the full interest rate of 6.875 % till XX/XX/XXXX and they reported us as delinquent destroying our credit rating. Constantly promising that we would be sent a loan modification mortgage. We have still not received it.
We sent our information to the XXXX XXXX XXXX on XX/XX/XXXX. We were told by Loancare we would have a written response to our complaints on XX/XX/XXXX within 30 days. Nothing was ever sent by Loancare.
Our payoff amount does not reflect all our ( 23 trial ) payments or the new reduced interest rate.
We are about to sell our house and need an accurate payout statement immediately.
I feel Loancare has deliberately charged me many thousands of dollars through their lies and stalling tactics.
Now in the payout statement, it is still not adjusted to the new interest rate or even giving me credit for all my " trial '' payments since last XX/XX/XXXX.
Our conversation with a worker in the lost mitigation department, XXXX, XX/XX/XXXX, confirmed that our interest rate has been 4.375 % and all our trial payments have not been deducted from the payout document.
Best regards, XXXX XXXX
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| 08/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my mortgage in XX/XX/2021 with XXXX XXXX XXXX. During this process I provided the mortgage originator documentation of the two insurance policies applicable to the subject real property. The originator failed to include both policies in the estimated closing statement. After informing them of this for a third time they finally included it. Once the loan closed, it was immediately transferred to their subsidiary servicing company Loan Care LLC. Upon, discovery that the servicing company only had one insurance policy on file I called their insurance department to report the omission. After many assurances that it would be taken care of, the phone call ended. I later received an escrow analysis informing me that my monthly payment would be reduced because they miscalculated the original payment amount. Upon further review of the analysis provided I discovered that the payment was reduced because they had not included the second insurance policy. I called them again to inform them of the second policy and was once again assured that the policy would be paid and accounted for in the escrow. Afterward, I sent them the missing insurance policy for the 4th time since the start of the loan process. On XX/XX/XXXX I received a letter from my insurance company informing me that my payment due on XX/XX/2021 was overdue and that my policy will lapse on XX/XX/2021. I called Loan Care again to inform them of the situation. They once again told me it would be taken care of. Seeking to document my interaction with Loan Care and the nature of these interactions, I requested in writing the acknowledgement of my informing them of the second insurance policy and the overdue payment. They refused to give me in writing this acknowledgment.
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| 04/04/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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{$1600.00} was removed from my checking account with XXXX Bank in error, on XX/XX/XXXX. On XX/XX/XXXX I notified LoanCare Servicing, and provided documentation that the payment had cleared. As a side note, my mortage payment due for that month was XXXX, so I have no idea where the amount taken was coming from. On XX/XX/XXXX the mortgage payment from the correct checking account with XXXX was posted at LoanCare. Meaning duplicate payment was made. I 've attempted to have funds returned to the XXXX account since XX/XX/XXXX, have called 5 times, XX/XX/XXXX, XX/XX/XXXX - at which point the issue was 'escalated ' by them, XX/XX/XXXX - at which point I was told I had n't given enough time after escalation on the XXXX and the first week I had already given them did n't count, XX/XX/XXXX - at which point I was told that I should expect the funds returned by XX/XX/XXXX, XX/XX/XXXX - where I was told they did n't know why it had n't been done yet, but that they would 'priority escalate ' and it would be looked at in a couple hours, and again on XX/XX/XXXX - to be told that I would need to wait an additional 48 hours for the 'priority escalation ' to be looked at, and they were n't sure why I was told it would be a few hours. It 's become clear that 'escalation ' is just a tactic to buy additional time and get me off the phone, and they have no intention of returning the funds removed without my permission. I filed a case through XXXX bank on XX/XX/XXXX, to try to recoup the funds that way. Additionally I have received no correspondence at all on this issue from LoanCare, the only communication has been initiated by me. I have spoken with the following LoanCare representatives ; they provide their agent # s at the beginning of calls : XXXX.
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| 07/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My loan was originally with XXXX and earlier this year they transferred it to XXXX Loancare and ever since it's been nearly impossible to reach anyone to speak with or to get a straight answer. Most of the people I speak with have contradicted each other. At least one woman told me information that later turned out to be false : she said I would be offered a 3.125 % interest rate if I did a loan modification. But when the loan mod offer arrived it was for the exact same interest rate ( 4.125 % ) I currently have but they extended the term of the loan to 40 years. Previous to that I received an email on XX/XX/XXXX from Loancare stating I had " been approved for an initial forbearance plan or extension of your current plan. '' But then when I called in after that they said I wasn't eligible. It has been confusing and frustrating. Eventually I requested the loan modification offer with the understanding it would be a lower interest rate and when it arrived it wasn't lower. I've currently been on hold for 41 minutes and counting trying to understand what my options are if I reject the loan mod offer. I reached someone named XXXX and asked what my options are and she said she needed to put me on on hold to look into it. that was over 30 minutes ago. This is predatory lending. The email address they told me to contact them at ( XXXX ) is invalid. The forbearance plan offer also lists someone as my mortgage resolution advocate XXXX XXXX XXXX XXXX and his phone number as the general phone number for loancare which takes forever to reach a representative and is impossible to navigate through. There's no extension for XXXX nor is there an option to enter an extension anyways. Also none of their correspondence lists where to mail payments.
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| 03/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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For a year I have honored and completed a payment plan with LoanCare. This plan was originally set up with XXXX ( not the subject of this complaint ) with my then attorney.
That agreement XXXX XXXX XXXX was in place when Loancare received the mortgage from XXXX.
However, Loancare has refused to honor this legal agreement and continues to keep my account in collection, despite every single payment having been made on time since they acquired the loan. As they have never sent an accurate statement, this has been a challenge.
I have bank records of these payments and phone recordings of my monthly discussions with LoanCare representatives chronicling this ongoing issue.
For over a year I have dealt with the inability to make online payments and the inaccurate monthly bill for over XXXX in late mortgage payments with Loancare telling me that they need more " paperwork. '' LoanCare would not accept documents from me without my spouse 's signature - however she was not and is not on the loan. She signs, noting " not on loan '' each time and had asked for a simple explanation of why her signature is required. They will not explain why they keep resending paperwork even with both signatures.
I have received several modification packets from Loancare claiming we are in default - each time I have signed, notarized, and returned them, feeling I had no other choice - knowing I was being treated improperly and suspicious that LoanCare is attempting to change terms.
This is harassment. We've been extremely tolerant until now, but we are prepared to continue to take action against Loancare and XXXX XXXX XXXX attorney to Loancare ) for duress, continuing to harm my credit rating, continued harassment via email, mail, internet and phone.
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| 01/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have tried to resolve this through several emails and calls with the MyLoanCare, with varying support and guidance each time I connected with the company ( i.e. request an escrow analysis, open the tax line, provide certain documentation, etc. ). I work for a bank and often handle CFPB requests ( for a different product ) so I'm only writing this complaint as a last resort.
When my taxes were paid in XX/XX/XXXX it was at the non-homestead rate, approximately {$8500.00}. That amount was correct, as we did not have the homestead exemption for that year. I am NOT contesting the tax payment that was made in XX/XX/XXXX. However, when we refinanced our home ( this loan was then sold to MyLoanCare for servicing ) in XX/XX/XXXX, we were then able to successfully file for homestead on this property. This exemption effectively reduces our tax bill to approximately {$4200.00}.
I provided the required documentation to MyLoanCare including the homestead approval, deed to the house, and tax assessor assessment record. I have attached that documentation to this complaint. My remaining issues are : 1 ) The estimated tax disbursement is FINALLY reflecting the {$4200.00} payment. However, the corresponding escrow amount is still accruing to the {$8500.00} rate ( actually higher, see issue 2 below ). This is resulting in an over-accrual for the tax disbursement that will occur inXX/XX/XXXX.
2 ) When an escrow analysis was completed ( either per a request I filed or per usual company procedures ), it projected a shortfall of {$2.00} for the year. First, this analysis was done using the higher {$8500.00} rate. Second, the company has increased my payment by approximately $ 50/mo, or {$600.00} for the year, to cover this projected shortfall.
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| 08/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed my escrow account effective XX/XX/XXXX.
The mortgage company, LOANCARE, re-opened my escrow account, on XX/XX/XXXX without my consent, request or approval and advanced {$1900.00} of funds to pay for a home insurance policy that had already been paid. ( I paid for the home insurance with my own credit card on XX/XX/XXXX ).
To correct the issue, I called them, I explained that I did not need an escrow advance since I had already paid for my insurance. They advised to make a payment through the portal for the amount they advanced and call them after I make the payment to have it applied towards the escrow. I made the payment using their portal, on XX/XX/XXXX for {$1900.00} to cover the escrow shortage and requested again that they close the escrow they opened for me.
Instead of covering the escrow shortage, they applied the funds I sent to my principle and won't get it resolved despite XXXX phone calls and XXXX requests submitted via their portal regarding the misapplied funds. The only change they made, after repeated efforts to get this corrected, is they applied a portion of the payment to the mortgage payment and left a portion in the principle, but still no funds were applied to the escrow shortage as I had requested.
With re-opening the escrow account on my behalf, they have now also increased my mortgage payments which now include an escrow portion.
It was extremely difficult to have the escrow account closed last year, it took several written requests and supervisors involved. And now they re-opened it.
It seems they are trying to trick customers into retaining their escrow accounts and will completely ignore escrow closure requests.
Thank you for your help in reviewing their practices.
XXXX XXXX
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| 07/23/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My loan was transferred to loancare from XXXX. I started receiving notices in the mail my direct deposit was no longer active. I called the delinquent payments department, i got a gentleman after about a XXXX minute wait, he had a good demeanor and took my payment and also setup my auto draft bill pay. 2 weeks later i am getting delinquent notices in the mail, i check my bank account, no money was ever taken, they are threatning to take my house, mind you i have never missed any mortgage payments before. I called back and they said they can take payment and could see that the auto drafting was setup but it never went through, so I said ok can i please set that up now? They said sure and transferred me over to customer service. I sat on hold for XXXX hours ... no one ever came, i could hear the phone beeping to keep me on hold until they finally hung up on me. I called back the next day to the delinquent department and asked about the customer service wait times, they said they are very backed up, i asked If i could please be transferred or if they lady could kindly walk over to a desk of a cust service rep as i waited on hold for XXXX hours and got nothing, she got mad and said no i cant do that! I then sat on hold for another XXXX hours on hold waiting for a rep that never came. I still have no bill pay setup and now I need a morgage statement from them to get approved for a loan on another house and I know I will no get it. a terrible company that is impossible to get a hold of unless you need to make a delinquent payment. Then I tried to do it all online, that was terrible! I tried setting up the auto bill pay, and getting a copy of my statement, every option led to : the option is unavailable : CALL CUSTOMER SERVICE -- --
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| 10/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I had to file a complaint due to me applying for a deferment caused by covid-19 after filing the complaint Loancare placed my loan on a deferral. I received a letter on XX/XX/2020 stating loancare had spoken to me about the approval of the deferral agreement, not once have I spoken to anyone who has been handling my deferral. no one has called me nor has anyone explained the deferral to me not one person has talked to me about any dollar amounts that would be deferred on the back end of my loan. I read over the letter that was received on XX/XX/2020, loancare is trying to charge me for 4 past due payments. I have only been late 3 payments which started in XXXX, XXXX and XXXX of 2020 I have not missed any other payments. I started back paying my loan in XX/XX/2020 which I sent a letter and email as well as fax letting Loancare know I was able to resume my payments. I also filled out the paperwork that was sent to me in order to approve my deferral not once after filing the complaint and sending all my information, Loancare has not called me not once. The only calls are the calls I made to loancare speaking to representatives who could only tell me my loan was being processed and someone would contact me, that day has never came. Now loancare is trying to charge me {$15000.00} for 3 past due payments that is {$690.00} per month including taxes and insurance. My total past due 3 payments are {$690.00} times 3 missed payments is {$2000.00} so why is Loancare trying to charge me {$15000.00} on the back end of my loan? This company is a complete fraud. My documents below shows I have not spoken to anyone in that department who would have explained my deferral before mailing out a letter on XX/XX/2020 which I received on XX/XX/2020
|
| 11/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
|
My husband and I have a loan mortgage with Loancare LLC, loan No. XXXX. We do not have an escrow account ; we pay our own property taxes and insurance.
There was a lapse on our insurance of about 1 1/2 months, and Loancare though one of the insurance companies that they deal with, provided coverage for those months.
I, XXXX XXXX XXXX, faxed copy of the insurance, and when I called to ask about the insurance charges on my statement, and I was informed that Loancare never received proof of insurance. I did submit the insurance information one more time.
Last month, on XX/XX/XXXX, I called Loancare and asked to speak to a supervisor. XXXX XXXX with employee No. XXXX spoke to me, and he told me that because of Covid19, the information on the insurance was not processed, and promised that by XXXX, the adjustments to the account will be made. I refused to pay the additional {$400.00} charged for the insurance for the month of XXXX. Next day, my husband, XXXX XXXX XXXX made the regular payment over the phone, without any additional insurance payment.
The statement for the month of XXXX was not never adjusted, and we did get a payment request of {$1.00}, XXXX. I called to ask information about my insurance, and the recorded information that I received from the Loancare Insurace Department, was the information of the insurance that I paid for XXXX year, with an expiration of XX/XX/XXXX.
When I was transferred to the Customer Service Department and I tried to make a payment, the lady who answered the phone refused to accept the payment, unless I pay the whole amount. When I told her that I was going to file a complaint, she accepted the payment, but, she informed me that the payment was not going to applied to my account.
|
| 11/26/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I went to settlement to sell my house at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. I found out at settlement that there was an unmarketable title or cloud on the property. I could not sell my home until the title issue was resolved. XXXX XXXX, Real Estate Attorney, initiated a Quiet Title Action on my behalf to resolve the title issue. On XX/XX/XXXX, XXXX XXXX XXXX, DC XXXX XXXX, Civil Division issued a court order confirming that I am the sole owner of the property and confirming that the Transfer on Death Deed is valid. The case number is XXXX XXXX XXXX XXXX XXXX XXXX ). The prospective buyer has been living in my house since XX/XX/XXXX because she had already given notice to her landlord about her vacating her apartment. I moved from the house to an apartment in XXXX XXXX for medical reasons. The buyer, XXXX XXXX, and her agent, XXXX XXXX experienced continuous delays in the loan approval process for several months. The buyer 's loan involved a home inspection and submission of paperwork to a state organization in XXXX XXXX XXXXor a Home Purchase Assistance Program ( HPAP ) related loan. As of XX/XX/XXXX, her loan is still pending approval by the bank. I could not afford to pay a {$2300.00} rent and the mortgage at the same time. On XX/XX/XXXX, I was informed by my lender, LoanCare, that my home went into foreclosure on XX/XX/XXXX. I want to do whatever is possible to prevent foreclosure of my home. I plan to submit a Mortgage Assistance Application to LoanCare to delay foreclosure until the home can be sold to a qualified buyer. I want LoanCare to inform me of all options to prevent foreclosure of my home. I did not receive any written correspondence from LoanCare in reference to the pending foreclosure.
|
| 07/01/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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I reached out to Loan Care for a refinance or assistance because i was 1 month behind and having trouble catching up. I asked what my options were to help resolve this. Loan Care put me into a loan modification program. We paid our mortgage 3 months in a row to see if we were worthy of the program. We were told not to make another mortgage payment until they completed the modification. I received paperwork that the loan modification was complete and notarized it and returned it to Loan Care. My wife called the next day to give Loan Care the tracking number and inform them that the paperwork was on the way. She asked when we would resume payments and was told that until the modification is finalized we would not know when or how much our mortgage payment would be, so we have to wait. I called Loan Care at least 3 more times the following months only to be told the same thing. I call again in XX/XX/XXXX only to be told now that we are 2 months behind. We signed the paperwork on the XX/XX/XXXX and did not hear anything regarding the payment until our XX/XX/XXXX statement came on the XX/XX/XXXX that showed the updated payments from the amendment and now that we were behind 2 months going on 3. Loan Care refuses to take responsibility for their mistake and instead blames us for not knowing that we were to resume payments immediately after the modification even though every associate we spoke with during that time told us to wait. Now because we are showing as delinquent, we ca n't go elsewhere to refinance and all of a sudden Loan Care is out of options to help. They are only willing to take multiple payments from us so we can catch up and refuse to update the credit report even though it was their fault that we are behind.
|
| 04/10/2017 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
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I bought my house with XXXX ( XX/XX/XXXX ) who sold the loan to XXXX. XXXX added {$7000.00} to escrow ( XX/XX/XXXX ) with the excuse of taxes. In the midst of adding this fee and raising my FHA loan payment, they sold to LoanCare on XX/XX/XXXX. I never signed a paper or got any documents besides a new address for payments. I started paying LoanCare my original house payment. LoanCare has not credited payments to the account and has put me in default. I received some of these money orders back through mail. They are mutilated and have filed a refund investigation with the US Postal Service. All the while, these people never pick up the phone and I have never received any other communication rather than a bill. Why pay by mail? They charge {$19.00} to pay online and {$15.00} if you do by phone. I never asked to be transferred to this company. They have my address all wrong and I do n't always get my mail. Sometimes they do send it right, some other times they miss the street number and house number. Thus this has resulted in receiving old mail from them three months later. I have paid my mortgage and they refuse to receive my payments. The whole thing is a nightmare. They even want to impose their insurance policy which is XXXX times higher than my insurance policy. I had to provide paperwork three times before they stopped sending me letters. As of right now, all I want is for them to accept my payments, clear their mess and end this mental angst. I worked so hard to put a roof under my children and these people have turned our dream into a nightmare. These kind of companies, like LoanCare and XXXX, need to end their fraudulent practices. Inventing taxes out of nowhere, charging excessively and damaging people 's credit.
|
| 09/16/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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Web |
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XX/XX/XXXX I took a mortgage with XXXX XXXX who had LoanCare processing the payments. Then, XXXX 's XXXX sold my mortgage to LoanCare. I have had nothing but problems with LoanCare. They have never been able to process my payments in a timely fashion. Or, they misplace my payments or my payment just happens to be sitting on someone 's desk. When they do process my payment on time.They always are calling on the XXXX of the month to tell me I am late. They never post the payments on my statements when they finally do process the payments on time. For example ; I had my XXXX XXXX payment posted on XXXX XXXX per what the phone stated and when the check went through my checking account. But, on my statement on XXXX XXXX, XXXX it does n't show that I paid. The due date states XXXX XXXX, XXXX and it is even double the amount. Every time I call they take forever to answer and when do the people are rude, they hang up on you, and do n't have a clue on what they are talking about. They tell me I need to send my payment to another address. This has been has been the issue every single month that I have paid my mortgage. They are also using several different names other then LoanCare. I think that someone needs to go in and shut them down our show how to process payments. Their staff is horrible. I will be actively looking for a new place to pay my mortgage. I truly believe this company if frauding the system and keeps switching names so you guys do n't go after them. I was just on the hold for over a hour and still know on answered. I had to call back. They are telling me my payment is late even when I mailed it on XXXX XXXX, XXXX and they have n't received it yet. My credit is being ruined by them. Please shut this company down!
|
| 12/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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|
Effective XX/XX/XXXX my mortgage company XXXX XXXX XXXX XXXX was purchased by LoanCare , LLC. With XXXX XXXX my due date was the XXXX of every month and considered late after the XXXX of each month. In XXXX & XXXX of XXXX I was charged fees for late payment, however both payments were made and posted before the XXXX of each month. I recently heard through an employee of FDIC that mortgage companies can not assess those type of fees on assumed loans with out the proper notification to the home owner.
So, I reached out to my " new '' mortgage company XX/XX/XXXX requesting a refund of the {$15.00} assessed late fees ( {$5.00} in XXXX & {$10.00} in XXXX XXXX.
In response to my complaint I received an emailed copy of their payment fee schedule they took from their website showing the following information : On or before your due date No fee 1-4 days after due date No fee 5-9 days after due date {$5.00} 10 days or more after due date {$10.00} Over the automated system is {$12.00} at any time.
All loan payments made with a live agent will be assessed a {$15.00} fee regardless of the date of payment.
In the original paperwork I received about the transfer of mortgage companies there was nothing highlighted or printed in bold describing the change to my new mortgage payment schedule nor did I sign any document showing I was aware of the LoanCare 's payment fee policy. I feel this company 's practices are both deceptive and unfair. They clearly did not address my refund request and overall I feel taken advantage of by LoanCare , LLC. I understand that it is only {$15.00} but I can't imagine how much money they have made by taking advantage of former XXXX XXXX customers who didn't speak out about this deceptive practice.
|
| 03/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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|
Upon turning over my mortgage from the originating bank to LoanCare, I advised and provided them with documents showing that the Homeowners and Property taxes had been paid, up front and in full. I asked that they remove the escrow whereas they provided me with steps that I needed to perform to begin the process. I followed their steps, providing them with their compliance and they still continued to collect escrow. Every one of the 32 phone calls leading up to this day, their agents gave me a textbook response that there is a cycle and it will be deleted within 5-7 business days. Well, I call every five-seven days and with each call they tell me it is in process and I continue to send to them copies of the paid taxes and Homeowners insurance for the years XXXX and XXXX. They leave me on hold in excess of 90 minutes, they bounce me from escrow to insurance and insurance to escrow. I have requested management and they will not escalate. No one is ever available and no one ever calls me back. Time was of the essence because I needed to make sure they are not paying out what has been paid and what do I receive in the mail, a notification that they have indeed paid out again. I have not received my monies that they collected for escrow even though I provided them with payment receipts. The insurance company even advised them personally on 4 occasions that they were in receipt of full payment for XXXX and XXXX. I want off of this merry-go-round and for someone to intervene so that the escrow is removed as I requested in excess of 32 phone conversations. They assured me it has been in process for the past year. This is unethical, I want my money returned and the escrow removed and they be accountable for this misjustice.
|
| 03/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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|
My mortgage loan has just recently been moved to LoanCare, XXXX XXXX XXXX, XXXX PA XXXX. Loan servicing was transferred XXXX or XX/XX/XXXX. Loan # XXXX. My loan is in the name XXXX XXXX XXXX. I divorced and took back my maiden name, XXXX XXXX XXXX, but all loan documents are in the name XXXX XXXX XXXX. With XXXX XXXX XXXX, FI that my loan originated with, I reapplied and paid a fee to have the ex-husband remove from the loan. However, LoanCare has his name showing on all correspondence that I receive from them. I have contacted them about this issue but nothing has been corrected and no communication to me as to what they are doing about it. I will attach the documents from XXXX XXXX XXXX in XXXX. I recently received notice from LoanCare that my monthly payment will increase due to my escrows. I can understand an increase but they are increasing my monthly escrow payment by double. I am registered with their online service and can see my mortgage loan information. I can view the escrow tab and it is plain to see why they are calculating incorrectly, because they have entered my property tax bill twice. The first time I tried to call, I was put to Escrow Dept and the recording stated I would have 1 hour wait for someone to answer. I waited 45 minutes and decided they probably would not answer my call even in an hour. I have attempted to contact them and have talked with Customer Support and they tell me the incident will be reviewed. I was told I would hear on this issue by XX/XX/XXXX, but no response. I called Customer Support XX/XX/XXXX and that person told me that I would be contacted within 24 hours. Those hours have gone by and no contact on the escrow issue from LoanCare. I was given a reference number XXXX.
|
| 05/27/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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|
Web |
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|
My home loan is serviced by a company called LoanCare, LLC. My loan closed on XXXX XXXX of 2015. LoanCare claims that it began reporting my home loan to the credit bureaus 60 days after the loan closed. However, to-date, none of my credit reports from XXXX, XXXX, and XXXX reflect my home loan. I have contacted LoanCare twice by phone and three times via email ( at their request ) to resolve this reporting issue. I was contacted around XX/XX/XXXX and told that the issue had been resolved, and that my home loan would begin to appear on my credit reports on XXXX XXXX, and that I would be called and emailed to confirm that the numbers were reporting. It is XXXX XXXX, I have received no call nor email confirmation, and my credit reports are still void of any home loans. This issue has become particularly taxing because it prevented me from obtaining a competitive interest rate on a recent auto loan. In addition to that issue, my parent 's, who were co-signers on my loan, have also not seen this home loan appear on their credit reports. Recently, when trying to purchase a home of their own, they ran into multiple speed bumps in the process because the mortgage company could not account for my home loan on their credit reports. Their mortgage company, XXXX XXXX XXXX XXXX, called LoanCare, LLC to inform them of the problem. LoanCare 's response was that they have been diligently reporting the loan since XX/XX/XXXX. Since LoanCare is clearly not competent nor capable of reporting my loan information so that it appears on my credit reports, I am requesting forcible action from the CFPB so that I may receive the correct credit score that I have earned, refinance my home, and obtain competitive interest rates on other loans.
|
| 07/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
My loan was PAID IN FULL on XX/XX/2020. On XXXX I placed my FIRST phone call to LoanCare to find out why I haven't received any kind of written acknowledgment my loan ( XXXX XXXX XXXX ) was paid in full, WHY they haven't reported the paid status to the credit reporting bureau and WHY they haven't reconveyed my loan of record. Spoke to " XXXX '' @ XXXX XXXX PST. Basically got run around and was transferred to an 'off-shore ' service center. Got BIGGER run-around from " XXXX '' claimed a letter was sent, asked her to verify where, she gave me my address without a Unit number. I corrected her - she got snotty & instead of transferring me, disconnected me. On XXXX I placed by SECOND call, was disconnected 3 times before calling a different number to the wrong department & had them transfer me. Spoke with " XXXX '' @ XXXX XXXX PST. Told her I STILL haven't received any written notification of my loan being paid, the reconveyance was STILL not of record & my Credit Score was being impacted because they STILL didn't bother to report the paid in full status to the credit bureaus. She said a letter was sent to me - gave me address STILL without my unit number. I corrected HER & she said the credit bureaus would be notified, a duplicate letter would be sent & the reconveyance had been sent to record, and nothing in my email either. We are now at XXXX STILL no reconveyance is recorded, no letter has been received, and I have had the latest credit report STILL not showing the loan is paid in full. This company feels they can do whatever they please with no consequences. I am DONE playing with them & think they need to answer to their regulatory agency. By LAW they have 30 days to release a security instrument after payoff.
|
| 03/15/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
The name of the loan company is called Loan Care, and they are managed by XXXX XXXX XXXX XXXX XXXX. Their contact information is : XXXX XXXX de XXXX XXXX, XXXX XXXXXXXX XXXX XXXX FL XXXX XXXX Free : XXXX For over a year, attempted to update online accounts, mailing, address information and contact information. They are still receiving payments online, but their account is not accessible from where I am currently stationed, which is overseas on a XXXX XXXX in XXXX, XXXX. I even went through one of my parents back home to contact them on my behalf with a Power of Attorney, and still the problem was not resolved. I want access to view my loan statements, corrected mailing addresses and phone numbers. I plan to sell the property in 2 years, and understanding what I owe, including receiving documentation for tax purposes, is needed. I need to access my online account. Please assist in communicating to them. I only reached one number, and it was the refinancing number, which was XXXX. The person on the line did provide me my loan statement over the phone, but could not update my current phone or mailing information. He instead messaged the Loan Care customer service to send me an email. I'm still waiting on that email as of today, XXXX XX/XX/XXXX. Last correspondance was on XXXX XX/XX/XXXX to unlock my account, and another complaint sent on XX/XX/XXXX.
Below was the original complaint to them : The tracking number assigned to your submission is XXXX.
Please refer to this number when contacting us.
For all updates, please email XXXX Please help, they are very problematic to work with. I'm ready to transfer this loan to another bank, it is that frustrating. How could they be so inaccessible???????
XXXX XXXX XXXX
|
| 12/31/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Our homeowner 's insurance policy had not been paid by our mortgage lender, Loancare. I received a letter on XX/XX/XXXX from our insurance stating our policy had been expired on XX/XX/XXXX. I called Loancare on XX/XX/XXXX and was put on hold for a total of 50 minutes, bounced around to several representatives and finally spoke to someone that handles complaints. They stated they sent out a check but it would take about 10 business days to arrive. I told them that was unacceptable and I wanted to have my homeowners 's insurance in place that evening. They said they were going to send an overnight check to our homeowner 's insurance on XX/XX/XXXX - well today is XX/XX/XXXX ( 4 days later ) and the insurance company still didn't receive any payment from Loancare. I called the insurance at XXXX on XX/XX/XXXX - the end of the day, and they stated they never received anything. As of right now, I don't believe we have any homeowner 's insurance on our home. Loancare also stated we may get billed for them having to do an overnight payment. ( Which never even happened ). I even had to sign an eDoc on XX/XX/XXXX that was sent from our homeowners insurance stating we will not file any claims from XX/XX/XXXX until now. This is UNACCEPTABLE. I do not trust this company at all - they still did not pay our homeowners insurance - it expired on XX/XX/XXXX and today 's date is XX/XX/XXXX. No payment was received by our homeowners ' insurance yet.
Loancare , LLC ( which also goes by XXXX XXXX XXXX XXXX ) is an irresponsible mortgage lender who has put us in jeopardy if anything were to happen to our home. We are not insured as this time because they failed to pay it! It is now 10 days late ( and counting ) still not insured.
|
| 10/11/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Our home was sold for {$250000.00} on XX/XX/XXXX. We purchased our home XX/XX/XXXX for XXXX. Loancare purchased our loan for {$250000.00} XXXX XXXX. My concern is that In XX/XX/XXXX our principal balance for our home was {$240000.00}. When we did our loan modification because we received a letter that we were behind on our escrow for almost {$10000.00} we were in shock. Our new payments went from {$1900.00} to {$3400.00} within a 2 weeks notice at the end of XX/XX/XXXX and they wanted the first payment of the new amount XX/XX/XXXX. We made one big payment of {$2800.00} XX/XX/XXXX and we came to an agreement to make payments of {$2000.00} for 5 months. This was a modification that they were able to help us with. In XX/XX/XXXX we were able to come to an agreement of monthly payment to {$1900.00} this is where we signed the loan modifications about our monthly payment. But we were not told about the {$72000.00} and how they came up with that number. Of course this being new to us we thought we were being helped to keep our dream home, that we worked hard for.
In the end this was a downfall because in order to sell our home we needed to pay {$250000.00} almost {$8000.00} more than what we paid for our home initially. I want to know where did all our monthly payments from XXXX XXXX XXXX go to. I feel like we were cheated and no one from the mortgage company could give me an answer of where all our payments went to and how they came up with {$72000.00} in the partial claim.
You cant tell us that we made no payments towards are home for the last 4.5yrs.
Can someone please help us with getting answers and trying to figure out how we paid more for closing on our home then when we first purchased it 4yrs ago.
|
| 09/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
- we entered in forbearance in XXXX of XXXX with Loan Care -we have remained in contact Monthly for the entire period of our forbearance and was told numerous times that a deferment was possible and our best option when coming out of forbearence.
- we exited forbearance recently and was told that someone from the company would reach out to complete the deferemememt process.
-instead, they called telling us that we better sign up for their 40 year loan modification or else they would start the foreclosure process on us.
-we explained that this was never explained to us and that we were waiting for deferment paperwork, the lady told us that the maximum deferment approved was 18 months and that if we wanted to remain eligible we must submit a payment and back date it for XX/XX/2020. We provided payment and she said that the deferment was approved.
-several weeks went by and we have heard nothing, I called in again yesterday and told that it was still under review but that I would need to make an additional payment and back date it for XX/XX/2020, which I did yesterday. I was told they sent an email and that it would all be settled today with my deferment.
- I called today to follow up and after being transferred around for 2.5 hours a woman got on the phone and said Im never getting a deferment and that she was sorry that I was promised that numerous times before. She threatened to turn on 40 year modification paperwork or she would foreclose our home.
-at this point I have made 2 full payments out of forbearance and trying my hardest to call daily and get this resolved. I want a deferment of payments as promised and planned and to remain my normal monthly payments without my credit being destroyed.
|
| 09/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
on XX/XX/2019 I made an online payment from XXXX XXXX bank to MyLoanCare. The records online showed that the payment went through, however I found out on XX/XX/XXXX that the payment did not go through. I transferred some other funds XXXX XXXX to another mortgage because I thought that the payment for MyLoancare had already gone through. However since the funds were below by {$50.00} the payment had not gone through. I spoke to them on XX/XX/XXXX to see if there were any issues and I was not told about the NSF ( insufficient funds fee ) but then on XX/XX/XXXX I see there was a {$25.00} fee charged.
I politely asked to see if this fee can be reversed as I was paying additional amount and that I had not been behind on my payments ever. However I was told that they would not reverse this charge.
I politely asked to speak to a supervisor and they said the supervisor will also say no and I never got to speak to supervisor. I was just told the answer is no.
I dont feel that I should be charged {$25.00} dollars because of a bank error in regards to transfer of funds. The online payment system for Myloancare is never updated and it kept showing that the funds had transferred and the site was never updated until XX/XX/XXXX. I had even called to see if there were any issues with the payment and I was told that they payment had gone through. Because of their misinformation the insufficient funds issue arose. However I have to bear the fees, the amount is small but I am more upset with the way they treat a customer that has always paid on time and that they do not take responsibility for their mistakes and failure to update their website and account information shown on their website when I log in to my account.
|
| 01/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
|
Greetings, On XXXX, l requested a modification, due to being effected financially by regards to XXXX, and attempting to return from forbearance with balance {$94000.00}. I was approved for a trial payment starting XXXX, 2021, over {$4200.00} dollars .... l called loancare customer service requesting a lower payment because of my current issues : taxes, home renovation, medical issues, absconding tenant and pending lawsuits... The customer service REP. Suggested that l request, my Right to Appeal, that they should be open minded because of Pandemic, possibly to : extension of term, placing outstanding balance at end of loan, or lowering interest rate. I exercised my right to appeal and submitted the proper paperwork before XXXX, however never received notification regarding process/ruling until l called for update. I was then told ( disingenuously ) l missed my trial period, my Appeal was forwarded to XXXX XXXX and denied further, if l wanted help at this point submit all modification paperwork all over again.. l requested why wasnt l notified of Appeal procedure/deadline, and can l attempt to make prior trial payment, the response was, NO. It was too late nothing she could do and laughed... .l am now expected to make the full payment they even charged me late charges during this forbearance period NYS Foreclosure/Forebarence Moratorium ends XXXX. So, on XXXX, l submitted another modification package as instructed. Two modifications and one Letter of Appeal, cant believe this treatment its horrible... There are three different companies involved : LoancareXXXX . What kind of treatment to clients is this during this Pandemic... .l have a long term relationship with this home and plan on continuing .....
|
| 02/18/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
In 2017 myself and the borrower was effected by hurricane Irma and requested a forbearance and was immediately approved and advised once the forbearance was done one of two things would happen we would be asked to do repayment or a modification. Coming towards the end of the our forbearance we were given an opportunity to go through a loan modification all we needed to do was submit documents such as pay stubs, bank statement and a hardship letter which we did.After many months of resending and submitting the same documents and no response from loan care we were finally was denied for our modification and was told that it was due to lack of income and an increase in payments. Confused by this we asked them to go into further detail and each time we spoke to someone we were told something different. We finally reached out to the attorney general and recieved an honest response stating our denial was also because we never submitted a document stating there was no damage to the home. Although we spoke to several agents no one ever mentioned this very neccessary document that was needed. We were offered a second chance to resubmit all the same documents again which we did and still to this day have not received our modification. The lack of payment has been placed on credit report as well we have received a letter stating we owe all those months of missed payments. Before we even reached so far down the rabbit hole myself and the borrower have asked numerous time can we start making payments in good faith because we did not want to owe a substantial amount if things did not get approved and was advised against it. Our goal is to get or mortgage reinstated and to continue our payment and avoid foreclosure.
|
| 07/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our issue concerns a hail claim on XX/XX/XXXX. Our insurance company issued a check within about three weeks of a large hailstorm which did severe damage to our roof. Due to substantial damage, we arranged for a contractor to come and begin the work on XXXX-the very soonest we could get it scheduled. He performed the work and we endorsed and sent our insurance check to our mortgage company in the amount of {$45000.00}. Once they received the check, they advised us they needed some additional information regarding the repair and that once the repair was completed, we would be required to schedule an inspection with the mortgage company to ensure the work was done. The documents were signed and uploaded as soon as the work was completed - on XX/XX/XXXX and the inspection was scheduled on XXXX. Once the inspection was completed, we reached out the mortgage company, who advised us funds would be released in 5-7 business days. After no funds were released, we contacted the mortgage company who advised us that they needed the license or liability insurance from our contractor, which we sent to them on XX/XX/XXXX. Once they received this, they advised us that the 5-7 days starts over. After the 7 days, I called again, no funds released and I'm told my funds are still in process and that it would be another 3-5 days. I'm now at 11 days and no funds. The resolution team does not return my calls and I requested to speak with a manager and am told it takes 1-2 business days for a return call. Meanwhile, my contractor has not been paid as Loancare is holding 100 % of our funds in escrow. We have no idea at this point when they will release the funds but we have to pay our contractor or take out a loan to do so.
|
| 11/17/2021 |
Yes |
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
Due to the financial impact of the pandemic, we applied for forbearance with Loancare. It was not realistic to pay four months of mortgage payments so we applied for the loan modification on XX/XX/21. Although we were in this process, Loancare reported our payments as late to the credit bureaus resulting in a dip of over 100 points to my credit score. During this time, I attempted to rectify the matter with Loancare, to no avail as I the responses varied each time we called. It was only after filing a complaint with the XXXX XXXX XXXX that Loancare corrected the issue with my credit score. To date, Loancare has not provided documentation of the terms of the modification nor does the website reflect changes although we have been told by agents to pay the modified amount. On several occasions, we have been told these changes became effective on XX/XX/21 and the payment was timely and deducted from our account. On the other hand, Loancare continues to send routine notices that our account is delinquent. We have completed the modification paperwork and have been told that the process is complete. On XX/XX/21, I received alerts that my credit scores have once again decreased over 106 points as a result of Loancare reporting we are 120 days late on our mortgage. I contacted Loancare and spoke to agent XXXX who also reinforced that our modification is complete and that " she doesn't know why these credit unions do this ''. According to XXXX, she could not adjust the score. She ultimately transferred me to her supervisor, XXXX, who echoed her sentiments. Lacking integrity, continuity in communication, and overall professionalism, it is evident that Loancare has no regard for the welfare for their consumers.
|
| 06/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Complaint regarding lump sum payments on my mortgage loan account, entered into XXXX 's web page. Verbal complaint not allowed, referred to web page.
I entered this on their web page : " When a lump sum mortgage payment is made ( pushed from my bank ), you automatically apply it for up to the next three months of principal and interest. I am paying additional principal each month, and you keep applying it to multiple months ' principal and interest. I have to call each month to have you reverse the interest charges, and I believe you are actually charging me excess interest, because it is not back credited to the date the lump sum principal payment was received. In other words if the payment was made XX/XX/XXXX, and you convert the interest back to principal on XX/XX/XXXX, you are charging me an extra half month interest. I think this is a predatory lending practice. Think of all of the thousands of customers that you are cheating.
Please go through my account and ensure you have not overcharged me interest for each month where I paid an addtional principal payment. You also need to modify your automatic processing software to not apply payments forward.
Thank you for your attention to this. '' Dates : XX/XX/21, XX/XX/21, XX/XX/21 Amounts {$50000.00}, {$3000.00}, {$3000.00} I called XXXX to ask them to convert the future amortized interest payments back to principal, and they have cheerfully done so, but I believe they have possibly overcharged interest on the mortgage accounts of myself and many other customers who thought they applied lump sum payments to current principal, not future amortized interest. They told me extra payments are applied up to three months forward if sent from my bank.
|
| 10/09/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I got a mortgage loan in XXXX XXXX XXXX XXXX, after having a foreclosure in XXXX, on XX/XX/XXXX, this company transferred my loan to Loancare, a XXXX company in XXXX XXXX, VA.
I received information about the transfer including fees to make payments. I always pay online and have that service with XXXX XXXX with NOT fee, however the new loan service Loancare charge fee on every pay option except autodraft, forcing the customer to provide them with routing number ( ABA ) and checking account number ( DDA ) and authorizing them to automatic withdraws every time, so customer will not have any control over those withdraws.
Special request fees ( see attachment ) : Pay-by-phone ( over the phone check ) up to {$15.00} Automated phone system up to {$15.00} Online Payment fee up to {$10.00} Autodraft fee No fee Loancare did not provided any information about mail payments or bill pay service from my bank ( for this I need a physical address where payments need to be sent, most of the time headquarters address are different that payment address and if it sent to wrong address payment will be late ).
I would like to know if this is even legal that a company enforce customer 's to share routing number and checking account number as only way to no charging to make a payment.
I contacted company but they stated that whatever is on the letter applies. I do not want to add {$10.00} every month to loan just to make a payment online ( phone payment are more expensive ). It is like paying {$120.00} dollars more per year so in 30 years adding {$3600.00} dollars to your loan for just one customer just to pay. This is absurd.
Thank you for your assistance and please help consumer from over pay to this companies.
|
| 08/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Issue # 1 LoanCare just acquired this loan from XXXX They never send me any mail information to my address I had with XXXX.
However, my payment was on auto pay with XXXX and never had no issue with them.
since Loancare acquired I been having some many issues.
loancare purchase my loan and with in the first 2 months they report me late 60 days then went ahead and called, spoke to a rep some many time and some email I send them they will not give me wherever information they have about me in they system I went ahead instead I give them my information that I give to XXXX.
I gave my credit card information to set up auto pay and pay the 60 days " late '' i asked the costumer representative many time to make sure this will not impact my credit score she said " no you are not late yet '' gave my credit card information to pay new account with loancare Charged for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
However, LoanCare reported my mortgage 60 days delinquent.
I called LoanCare and was told to send this email in order to have this mistake corrected they refused to fix my credit report.
Please help correct this error right away as i need my credit score accurate in order to finance a car.
Issue Number # 2 Loancare REFUSES to pay For my insurances for the property.
Property has XXXX units XXXX different property address with the same parcel number.
I also talke to them many times and they keep saying we are sorry we only purchase XXXX unit and that what we are unsurance. the property is XXXX unit and XXXX units attached they will not pay for the insurance of the XXXX units attached.
the Property has been with out insurance for the past 8 months.
Thank you for your attention to this urgent matter,
|
| 01/18/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
XX/XX/2016, I recieved a letter from LoanCare ( our new mortgage servicer ), which stated an escrow shortage. Our payments were going up by {$300.00}. We were given the option to pay the shortage and have a lower payment amount of approximately {$1000.00}. We agreed and paid {$3300.00} XX/XX/XXXX to cover the shortage amount. XX/XX/XXXX, we received another letter from LoanCare stating that there is another escrow shortage in the amount of {$480.00}, and our payment for the next 12 months will be {$1100.00}. Our monthly escrow payment is {$360.00}. As per RESPA, the maximum amount allowed as a cushion in escrow would be {$720.00}. The statement shows an escrow balance of {$860.00}, but they are requiring even more. They require that we have {$1300.00} in escrow. I called LoanCare today to inquire as to why they are requesting so much, and to tell them that Arizona State law has a maximum of 2x the escrow payment to be required for a cushion. They said to put it in writing and to email them. I do not feel that I should have to jump through hoops to get them to comply with RESPA guidelines, and have a higher payment in the meantime. In the past, they have hung up on us, failed to explain why we had a shortage to begin with, yelled at us, and flat out refused to do anything. They keep sending us pre-foreclosure notices, and letters stating they are going to do a home inspection at our cost. We 've paid XX/XX/XXXX payment, and will be making XX/XX/XXXX very soon. All of these shortage costs are causing a lot of financial stress. I do not feel this loan servicer is ethical, fair, or abiding by the laws. I am a victim here, and I feel that they are doing everything they can to force us into foreclosure.
|
| 11/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/XXXX, I applied for a loan modification with my current lender, LoanCare LLC ( also referred to as XXXX XXXX XXXX ) to reduce my monthly mortgage payments after a car accident and other medical issues. On XX/XX/XXXX, I received a letter from LoanCare, dated XX/XX/XXXX, stating that it would offer me a Trial Payment Plan for three months from XX/XX/XXXX to XX/XX/XXXX. However, this offer only reduces my mortgage payment by {$66.00} a month. It does not provide any proposed terms such as the interest rate, whether the interest rate will be fixed or variable, and whether there is any option for a lower payment after the trial period. The interest rate could go up substantially after the trial period. It also contains language that makes me vulnerable to foreclosure. For instance, on Page 3 of the letter, it states that " Our acceptance and posting of your payment during the Trial Period Plan will not be deemed a waiver of the acceleration of your loan and related activities, including the right to resume or continue foreclosure, and shall not constitute a cure of your mortgage default unless such payments are sufficient to completely cure the default. '' LoanCare also states in its letter that I was not eligible for the " 40001-Repayment Plan because the borrower has negative surplus income which is not sufficient to bring the mortgage current. '' I feel pressured to accept the plan since LoanCare can accelerate foreclosure if I do not accept the Trial Period Plan, However, the minimal savings of {$66.00} per month does not give me sufficient financial relief as a struggling single parent with health issues. In summary, I feel that the proposed trial plan is a deliberate set up for failure.
|
| 10/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
|
|
On XX/XX/XXXX, LoanCare sent us a letter stating that they were going to be our new mortgage servicer. Our former mortgage loan subservicer was XXXX XXXX XXXX XXXX and they were transferring our mortgage to LoanCare.
Our complaint is that LoanCare has failed to add our mortgage payment history to the three major credit bureaus ( XXXX, XXXX and XXXX ). This has resulted in a lower credit scores and higher interest rates for our two recently obtained auto loans and four recently obtained credit cards, as well as a refusal by another mortgage servicer to refinance our mortgage until this information was accurately reflected on our credit reports.
We have repeatedly called and gotten in touch via the help center on the LoanCare website to have them add this information. As of today, XX/XX/XXXX they have still failed to do so which is evident by the fact that we just pulled all three credit bureaus reports for both my husband and myself and this data still is not being reflective therein.
Most recent requests were : XX/XX/XXXX Email from a LoanCare confirming their receipt of our request that they add mortgage payment history data to all three major credit reporting bureaus.
XX/XX/XXXX. Email confirmation of inquiry regarding mortgage account XX/XX/XXXX. Email stating they received inquiry and are assigning it to appropriate department with ticket number XXXX XXXX We emailed a picture of XXXX credit report showing no mortgage data on summary page requesting that LoanCare review the amount of time weve had the mortgage with them and report accordingly to all 3 credit bureaus.
There are other disputes with this lender as well but it would be too lengthy to address all of their failings here.
|
| 02/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I requested to reduce my interest rate to XXXX XXXX as it was hard to pay a high interest rate.
They promised, if I apply for loan modification, my interest rate would be reduced. I requested to refinance based on my good credit and payment record. They informed and insisted that the only way to get requested relief was to apply for loan modification. On their insistence and information that my interest rate would be reduced, I applied for loan modification twice but they did not reduced the interest rate at all and now they are refusing to refinance and not accepting their mistake. If I would have advised for refinance from the day one, I could have get refinance at 2 % or less while I was current on my mortgage with good credit. Now I can not refinance from anywhere and Loan Care is fully responsible for this misleading and misguiding intentionally. They refuse to reply of my voicemails, emails and certified mail at all knowingly and willfully.
In good faith, I reminded them our conversations, but they aren't resolving the issue, but are threatening. My original request was to reduce interest rate which is 4.375 %. I believe they have misled me intentionally. I respectfully request assistance in negotiating the terms of modification reflecting the original promise of reducing it interest rate and waive any and all unlawful late fee and penalty, they have levied without cause and in violation of my consumer rights. If this was not done intentionally twice, that what is this? why I was misguided and misled? There is some someone somewhere who can ask this question and I have right for correct answer and get this problem fix ASAP.
Best Regards.
XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX
|
| 04/17/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Hi, I refinanced a loan I had with Loancare a Service Link company of XXXX XXXX, VA. and went to a different company when I refinanced the loan on XX/XX/XXXX.
I requested on XX/XX/XXXX a refund of my loan XXXX as Loancare was paid on XX/XX/XXXX. This was not enough time for the autodraft with XXXX XXXX XXXX to stop the autodraft. I called Loancare on XX/XX/XXXX requesting a refund. I was informed to reach out to their research dept. I was given a reference # XXXX. In my initial letter I took a screen shot of the amount taken from my account. I was informed by XXXX on XX/XX/XXXX that it would take 7 to 10 business days to receive the overpayment/refund. On XXXX I contacted Loan care. I spoke to XXXX. XXXX informed me she would expedite the case on XX/XX/XXXX today I reached out again to check the status of the refund, I was informed by the supervisor, XXXX in XXXX, the refund is being delayed because I did not have the tracing number. The screen shot was not sufficient. This has caused a significant delay. I was only told the tracing number would be needed today. Not previously. I explained that I am not working. I asked XXXX if any other information would be needed to receive my refund and was told the tracing and loan number. I informed the supervisor I would be filing a formal complaint as I should have been told this from the beginning. She did apologize.. None the less I will need to wait several weeks more to get the refund back and the loan was paid off on XX/XX/XXXX. I would be appreciative if you could assist in expediting my refund.
Thank you Very truly yours, XXXX XXXX XXXX XXXX number with XXXX is XXXX My Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX of checking XXXX ACH transaction
|
| 07/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We had an escrow shortfall in XXXX that we paid, but our payment amount was also supposed to change in XXXX from {$1900.00} to {$1900.00}. We called LoanCare in XXXX because the system said we hadn't paid XXXX 's mortgage, but we had. They never said anything about the payment not being right, just that they had applied the payment to a category called " unapplied funds ''. They moved the money out. The same problem happened again for XXXX, XXXX and now XXXX even though we corrected the shortage in XXXX ( so we were short 4 months and they just kept borrowing the money short from each payment as they told is XXXX they can do per our agreement and NOT tell us BTW even though we're on the phone with them that we're making the wrong payment amount ). We have called every month, sometimes, more than once, to try to correct. Today they told us that they will not be able to correct until XX/XX/XXXX with no explanation why. We keep trying to explain to them this is simple math. In XXXX they have billed us {$16000.00} and we've paid them {$16000.00}. They still show us a full month behind on our mortgage as all payments sit in unapplied funds until we call in and force them out - even though we don't owe anything. Their phone system does not call you back either.
We sent a letter per their instructions from their website certified mail to the " office of the customer '' and followed the CFPB guidelines requesting error correction. They said they've never heard of it when we called today to follow up XXXX no proactive follow up from them ).
We're going on XXXX+ months of trying to get our payment history fixed with my husband spending 2 hours with them on the phone alone today - with no resolution.
|
| 06/23/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Loancare purchased my VA Loan and became the new servicer. They did not transfer the insurance information properly, and placed a fore buy of insurance on my property. My original policy was through XXXX for {$830.00} a year. They bought a policy from the same company for {$1500.00} a year. Loancare recently settled a class action lawsuit ( XX/XX/XXXX ) about receiving kickbacks from XXXX for forced insurance buys. Over the next few months, I received mortgage payment amounts anywhere from {$2000.00} a month to {$1600.00} a month. Loancare was completely unresponsive and " lost '' my insurance paperwork so many times, I was finally forced to get my Agent and XXXX all together in a conference call to get the situation resolved. They are still showing a {$500.00} shortage in my Escrow account that remains unexplained. I was assured by their management on XX/XX/XXXX that the situation would be looked into, but as of this evening, no one has done anything. They have now gone after my credit rating. Due to their own incompetence, they refused to process the payment I has sent in XX/XX/XXXX because it was n't the " full amount '' demanded by them. An amount that changed 3 times in just the month of XXXX. They have damaged my credit standing, refuse to make good on my accounts, and as of tonight refuse to correct their mistake. I have spent 40-60 hours on the phone with them over three months, and they hang up on you in the middle of phone calls, transfer you to 15 different departments, and lie. I know that 's a strong charge, but I was told that they were looking into my Escrow situation, and 2 weeks later, the manager I spoke to had no record that they have done anything.
|
| 08/12/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
i purchased my home in XXXX, received my supplemental tax notice from XXXX county in the mail on XX/XX/XXXX i paid them on XX/XX/XXXX with a cashiers check for the total amoubt for both supplemental taxes totaling {$2300.00}, mailed certified mail directly to XXXX county treasure-tax collector.then around XXXX around the XXXX i received a letter from XXXX XXXX XXXXXXXX, that i have not paid my supplemental taxes, i faxed over a letter informing them i paid them and if they had any questions to contact XXXX county tax collectors and included their phone number, they never contacted me again, my mortage payment was XXXX and some change, about 4 months ago it jumped up to {$1800.00}, i immediattely contacted them, they told me it was because of property taxes, it was not i spoke to numerous employees of XXXX XXXX XXXXXXXX which none had an answer other than they did not know, i continue to pay my payments but they have been late due to the amounts, i e mailed them around 20 times till finally i received an e mail saying was the sub-servicer of your loan on behalf XXXX XXXX XXXXXXXX and that they mailed me a letter on XX/XX/XXXX stating i didnt pay my supplemental taxes and they began to pay my supplemental taxes that is why my mortage payments went up, yet i paid them in full and sent fotos of cashier check and certified mail receipt and the supplemental tac forms from XXXX county, that i paid on XXXX XXXX, they do not return my emails anymore or my calls i am frustrated need help, the person they gave me the phone number to is XXXX XXXX XXXX extension XXXX she does not answer or return my calls they have caused me financial struggles in other areas, please help, thank you, sincerly XXXX XXXX
|
| 12/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
My loan was being serviced by XXXX during the year of XXXX. For the 3rd and 4th quarter XXXX they reported 30 day late payments due to a misapplied payment by the processor. Although they were notified they did not make the correction on my report. In previous phone calls they had stated that a late charge had carried forward but they had also told me that late charges should not be reported negative.
I received a notification of transfer XX/XX/XXXX to Loancare/XXXX. Prior to this transfer I had made XXXX aware of misapplied payments again in XXXX and received a letter of investigation from them. I also sent them information via email showing this misapplied payment.
When I went to originate a new loan with XXXX XXXX XXXX XXXX-XXXX XXXX it was determined that XXXX had not made changes to my credit, Loancare had begun reporting me negative as well, and that payments had been misapplied by both lenders.
XXXX late payments- reported late payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX & 30 day late payments reported.
LoanCare- late payments reported XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX They have greatly impacted my credit and ability to be approved for a mortgage loan based on their egregious posting of my loan payments that have never been late. They have impacted my credit standing and caused me to spend time, effort and money to pursue resolution.
XXXX has not been responsive and I have had to contact them almost on a daily basis. Loan care reported me late for periods during which they did not service the loan. I have all cancelled checks to support on time payments and negate their erroneous reporting of late payments to my credit report.
|
| 08/08/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
This is a continuation from case number : XXXX and case number : XXXX.
The issue : My account is showing as past due. My credit report is now showing 30 days past due - causing my credit score to drop and I have a late charge on my account.
Situation : XX/XX/XXXX - XXXX XXXX- Received a call from XXXX, she let me know XXXX is no longer with the company. She is reviewing my calls. She hopes to have the issue resolved by this XXXX XX/XX/XXXX.
XXXX XXXX XXXX- I called XXXX and left a vm asking for her to return my call.
I checked my account online and it's not updated. I let her know this is the 3rd call I've made to her without a response.
XX/XX/XXXX XXXX - XXXX called me and let me know a credit was placed on my account for {$1300.00}. XXXX said is going to advocate for a full monthly payment to be credited to the account. She will follow up with me on Wednesday XX/XX/XXXX or Thursday XX/XX/XXXX the following week. She also let me know she would remove the late fee on the account ( XXXX, XXXX, XXXX ) Please review ALL calls.
XXXX and I spoke multiple time on XX/XX/XXXX because we were not in agreement with how the money was lining up on the account.
XXXX never followed up with me to confirm if the full payment would be credited, it wasn't until I received a note on my door on XX/XX/XXXX and called in that I found out nothing was done. Since then, I've called XXXX three times left a voicemail each time and I have not received a follow up call yet. A field inspector came to my house and left a note on my door to call Loan Care - That is unacceptable considering all the back and forth communication I've had with the company. That tells me there are not clear notes on the account.
|
| 03/08/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Through loss mitigation at Loancare, I applied for a mortgage modification. After submitting all required documents including a quick claim deed which showed the removal of the co-borrower on my house, I received written notice of the application being complete as of XX/XX/XXXX.
I was notified on XX/XX/XXXX that I was approved for a trial payment plan. This notification had the co-borrower 's name omitted.
After successfully completing trial plan my modification was granted and I continued to pay my mortgage on time each month.
In XX/XX/XXXX I was telephoned by Loancare and a representative stated that I did not return signed & notarized agreement. This was incorrect as I have the postal receipt. I called to follow up several times constantly being told someone would get back to me, this never happened. Finally after asking to speak to a supervisor who seemed very friendly and helpful I was told the co-borrow needed to sign agreement or submit proof of new deed and any other documentation. I complied and the matter was completed or so I thought. I called to make my XX/XX/XXXX payment and was told it can not be accepted. Several calls to Loancare went unresponsive as I was again told someone would get back to me. I then receive a letter stating my mortgage modification is denied and I haven't made a payment since XX/XX/XXXX which is a False Claim. Loancare breached this contract, made false claims and failed to respond to repeated request for information. Please assist as I acted in good faith and was forthright as per this agreement however I was not met with the same treatment. I'm now being forced into a pending foreclosure litigation. I thank you in advance for your assistance.
|
| 11/17/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
|
|
Due to XXXX I had to go onto a forbearance on my mortgage with XXXX after I lost my job. During that time I continued to pay my escrow which is around {$1000.00} of the {$2500.00} mortgage payment. Each month my payment was not being posted. I had to call the organization monthly to ask that my payment be posted to my escrow. It just sat in my escrow account and was never posted as a payment, and did not reduce the amount of what's owed on the forbearance. So now I have a large amount of money ( {$12000.00} ) doing nothing for over a year. I could have invested it, or it could have been posted, so I owe less on my forbearance but that did not happen. I have called the organization probably 50 times now, having to spend about 25 mintues each time getting identified and telling my story over and over again to folks who just kept putting me back into a process, that keeps failing and they wont assign anyone to be accountable. I cant reach back to any of the supervisors I already spoke to... I was promised calls back from one supervisor in particular and that call back never happened. I just called again this morning, and they are telling me this wont be addressed until end of XXXX, which means I go through XXXX with no money. I also cant pay my mortgage, and they promised me they would waive the late fee in XXXX as I waited for my check, yet I was assessed another late fee. We are talking about a lot of money that I need during tough times. I am struggling to put food on my table and now I worry about XXXX and what I will do for money there. If I got this funding back, I could pay all my bills, reduce my credit debt, and be able to provide a XXXX for my family. Can you please help me?
|
| 10/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have previously corresponded with LoanCare through its website and by mail regarding the reimbursement of my XXXX second-half property taxes that I had to pay directly to XXXX XXXX because LoanCare had failed to make the payment despite there being sufficient funds in my escrow account. I am still waiting for the reimbursement despite being told on XX/XX/XXXX, that I would be getting reimbursed for the payment. Enclosed is the notification from LoanCare that I would be receiving a reimbursement ( Exhibit A ).
I will again provide some additional background of the situation. On XX/XX/XXXX XXXX I received a past due property tax statement from XXXX XXXX ( Exhibit B ). I immediately contacted LoanCare and after several transfers and call backs, I was assured it would be paid. It was not. I received a second notice from XXXX XXXX on XX/XX/XXXX XXXX showing the amount still owed and the assessment of additional penalties ( Exhibit C ). The total was {$3100.00}. I again contacted LoanCare and received no response to my inquiries. Given the approaching deadline of XX/XX/XXXX, I paid the taxes directly ( Exhibit D ). Then after more calls and emails that were not responded to, I finally received the email saying I was going to get reimbursed. However, that has not arrived despite several emails.
I also contacted XXXX XXXX XXXX XXXX XXXX and they confirmed that it was my payment that they used to satisfy the XXXX second-half property taxes ( Exhibit E ). LoanCare never sent a check to pay these taxes.
This process has been very frustrating, and I would ask that you reimburse me the {$3100.00} as it is owed and I was promised.
I have also attached the last letter I sent to Loancare
|
| 06/27/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I am writing in dispute to the payment history reported from XX/XX/2017 through XX/XX/2017. During XX/XX/2017, XX/XX/2017, and XX/XX/2017. I paid as agreed per a Trial Payment Plan ( TPP ), a partial payment agreement, which was supposed to be reported to the Credit Reporting Agencies ( i.e. XXXX XXXX, and XXXX ). According to the recent credit reports I have received and my communication with each agency by phone, this information was not disclosed by LoanCare. Instead, due to the partial payments, my payment history reflects 60+ and 90+ days late during the aforementioned period.
I have a copy of the TPP that I signed and that was approved by Loancare, with highlighted statements. On page 2, bullet 7, it states Please note that except for your monthly mortgage payment amount during the TPP, the terms of your existing note and all mortgage requirements remain in effect and unchanged during the TPP. On page 2, the 3rd bold section under Additional Trial Payment Plan Information and Legal Notices state, Your current loan documents remain in effect ; however, you may make the Trial Payment Period Payment instead of the payment required under your loan documents. ( I also have monthly statements from XX/XX/2017 showing the dates these payments were received. ) Despite the acceptance and fulfillment of this TPP, and despite reassurance from 3 different LoanCare representatives each month that I personally made the TPP payments by phone, I have incurred 60+ and 90+ late payment marks on my credit report with LoanCare. The TPP document clearly states that I may make these partial payments ; the TPP payment agreement is the exception, but all other mortgage requirements remain in effect.
|
| 09/05/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I completed a loan modification with a previous service provider ( due to a chapter XXXX bankruptcy in XXXX ), XXXX XXXX in XXXX XXXX, my trial payments were {$1000.00}. LoanCare purchased the mortgage and immediately put my loan into loss mitgation where they have been reviewing and asking for documentation that XXXX had already obtained. As of XXXX XXXX, XXXX my loan has been with their underwriter. There has been no decision. It is my understanding that the loan servicer has 45 days under Federal Law and that they were supposed to honor the previous loan modification done by XXXX. None of this has occurred. I have attempted to make payments but have been told I ca n't because the loan is with the underwriter and the amount has now gone up to over {$1200.00} due to statements I am now receiving, this has resulted in me falling a couple more months behind, despite my best efforts to resolve this issue. I have contacted LoanCare multiple times via phone over the last 45-60 days, and have never received a callback from their loss mitigation or my single POC.
In the most recent conversation today XXXX XXXX, XXXX, one of the customer service reps, when I informed her I was looking into federal and legal resolution told me " you have to do what you have to do. '' To me that symbolizes LoanCare 's commitment to customer service, which is ZERO. I have the documentation from XXXX, proof of my 3 trial payments being paid successfully, proof of being accepted into their hardship program and then proof of LoanCare raising payments and not honoring the approved hardship which I will be happy to provide if they require that information ( even though they should have received it from XXXX ).
|
| 12/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
A mortgage in the name of my husband with XXXX XXXX and a mortgage in my name with XXXX were recently transferred to LoanCare LLC.
I am writing to request strongly that they be investigated, and severely penalized, for their processes - they have customer financial information but their systems have no capability to handle it. I am extremely concerned that our information can very easily be acquired for fraudulent purposes.
When they imported my husband 's mortgage information, they did it incorrectly. Our unit number is missing from our address on their records to this day. I literally spent on the phone with them initially to try to get it corrected. No one there knows who does what and they bounced me around from one person to another. They finally told me to send an email to their customer service address, which my husband did on XX/XX/2019, while signed into his account. We saw an acknowledgement on the screen saying the email had been received. However, no copy was sent to the registered email address on the account. 3 months later, that address has still not been corrected.
My mortgage was transferred to them effective XX/XX/XXXX. It is now nearly XXXX and I still am unable to create an account online on their site. They have sent me multiple emails to reset the password, but none of them worked. I asked their customer service representative on the phone for help - it still didn't work.
Please, please, this company needs to be shut down. They have no legitimate qualification to be in financial services. They are a bad nightmare to deal with, obviously staffed and managed by blithering XXXX and a huge risk to the people whose financial information they now hold.
|
| 03/14/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Dear Sirs, I use my XXXX checking Bill Pay service to automatically pay my monthly bills. When you bought my mortage from PHH there had never been any problem with on time payments. Several months after you acquired my mortage I received a notice that I was overdue on my payment. I immediately contacted my bank and they had sent the check for {$1100.00} on XX/XX/18 but it had never been cashed. I was told it was never received by someone at Loan Care. I had my bank stop payment on the check and also immediately issue a check ( or credit card ) for {$2100.00} on XX/XX/18 to bring my account current. They also sent you a check for my regular payment of {$1100.00} on XX/XX/18. The person I talked to at Loan Care said they would remove the late fee since you lost the check. Someone " found '' the check and attempted to cash it.
On XX/XX/18 I was sent a letter stating I had a {$25.00} fee because of a returned check from my bank. This was the check you claimed you had never received that I stopped payment on because you claimed it was " lost '' and in spite of the fact I had made a double payment and my account was current.
I talked with XXXX ( XXXX ) about my complaint and asked that the {$25.00} return check charge be removed. She said she had no authority to remove the charge. I asked that my mortage be transferred back to PHH. She said that could not be done and that I was required to write this letter to you. I am very unhappy with your company and your lack of professionalism. Mine is a VA loan and I will be filing a complaint with the VA. Please remove the {$25.00} return fee and have my mortage transferred back to PHH.
overcharge on XXXX # # # # # # # XXXX Loan CareXXXX
|
| 03/01/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
There 's a problem with my homeowner 's insurance. I purchased my home XX/XX/XXXX, and my insurance, through XXXX, was setup to be paid with an impound account through my mortgage. For some reason the mortgage company did not renew my insurance account and therefore it was canceled XX/XX/XXXX. When I went to refinance my home this year, the mortgage company saw that I did n't have insurance and added it to my account. The insurance they 've added is much more expensive than my original policy, and I do n't believe I should have to pay the added premium on the months they 're trying to back-bill me for.
I 've reached out to the mortgage company and have not had success in getting their help. I have called atleast twenty times these last few weeks, and I have made no progress in getting this issue resolved - I 've called today four times, and I have been hung up on every time due to problems transferring, and one representative refused to to transfer me because there 's a balance on my account.
The person I have been working with his XXXX from the insurance department. XXXX is supposedly a manager in the department. He told me that he would take on my trouble and get to the bottom of it. However, I 've been waiting for over a week for XXXX to call me back, and when I called back in to get a status I was told that there is currently no ticket open, documenting my trouble.
I just need to get this resolved, so that my credit is n't damaged. I have a balance on my mortgage that I am ready to pay today, but I have to resolve this issue first as it has substantially increased my monthly mortgage cost. I am also in the process of obtaining my own homeowners insurance.
Thank you.
|
| 03/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
COMPANY I am complaining about : Loancare, a XXXX company which may or may NOT have been recently purchased by XXXX XXXX XXXX
I requested to be taken OFF of forbearance and requested a deferment of the outstanding 10 payments at the beginning of XXXX.
I have recently started a job and can now make regular payments.
I also need to finance a car and need the loan to be off forbearance and show as CURRENT. This is the source of my HARDSSHIP due to their gross negligence.
I am also considering filing a complaint with the consumer protection bureau. Their incompetent top management is causing financial hardship.
As of XX/XX/XXXX, the loan changes had still not been processed.
That is causing considerable financial hardship on me because it is delaying the opportunity to get a loan as interest rates go up.
This company is totally incompetent and truly slow and unresponsive. The entire executive suite should be fired for not thinking ahead and getting more modern and up to date systems in investing in technology. Instead they buttered their bank accounts and slapped themselves on the back for doing such a good job.
In the mean time, my new monthly statement STILL SHOWS that the loan is in forbearance and even if they get it done tomorrow, I will have to wait unitl I get a new statement at the end of XXXX to prove that the loan is current.
That means that the total elapsed time from my request until resolution will have been over two months. Inacceptable.
I request that you reach out directly to Loancare 's management as well as to Management of the new owner, XXXX.
Their inaction and inability to plan and staff up is no excuse for BAD LOAN SERVICING.
Sincerely, XXXX
|
| 12/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/19, I called in to speak with a representative to confirm auto-draft was set up for my first payment. I spoke with XXXX who confirmed my auto-draft set-up. In error, XXXX processed a {$2000.00} payment, which was unauthorized and not discussed with me. I found out later that this {$2000.00} was for the next customer calling in and the agent processed it on my account instead of theirs. I spoke with a Supervisor/Manager who listened to the call and confirmed this. Since this overdrew my checking account, the manager advised me to place a stop payment on the {$2000.00} so it would not go through and that they would send me a check to refund the {$30.00} fee that I received from my bank. I've called in at least 7-10 times and spoke with various agents, wait on hold for 45 minutes each time to speak with supervisors, often get disconnected or have no answer, etc. XXXX, one manager that I spoke with told me she would follow up with me daily - I only heard from her once. Each time Loancare has a different request such as the proof of the fee wasn't sufficient. I provided a screenshot showing the fee, I provided a letter from my bank showing that I was charged a fee and for what purpose ( i.e., for the {$2000.00} Loancare stop payment ), and I provided a full bank statement. As of XX/XX/19, I have not received my {$30.00} stop payment fee due to the agent 's error. I have dedicated 10+ hours to resolving this issue and I only hope the CFPB can look into the practices of Loancare , as other customers may be struggling with the same issues of resolving internal issues due to agent errors. Loancare should take responsibility of their agent errors and resolve in a timely manner.
|
| 04/07/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Please help me dealing with Loan Care. They have decided that the home that I own is not mine and will not allow me to make the payments on the loan modification they gave me. Instead, they have a sale date scheduled on my home on XX/XX/2019 an wont do anything to stop the sale. The home was granted to me by the courts through my very messy divorce. The loan is under my husbands name only, but I have legal rights through a quit claim deed and am the only person on title. Loan Care took me through the entire loan modification process and when I made my first trial payment, they sent it back and have forced my home into foreclosure. They say that I have no legal rights to the home, but they are entirely wrong. Every time I contact them I have to speak to another person who doesnt seem to understand what they are doing. Since I am the only one on title, they must give me the home since there is no one else who has rights to the property. I am shocked that I will be kicked out of my home because Loan Care can not get this straight. When my husband and I went through the divorce, we became delinquent on our home mortgage since he fought me all the way and did everything in his power to ensure that I would struggle as much as possible. During our marriage he did the worst things possible to me and I am still suffering physically from his abuse. To add insult to injury, he wants me and my boys to be homeless and has told me so. Loan care is not lifting a finger to help me and I am hoping that you will step in and get Loan Care to save my home from foreclosure and allow me to start making my mortgage payments. I am now strong financially and can afford a reasonable mortgage payment.
|
| 06/05/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
To Whom it may concern, This is my third complaint. I am writing about the response from Loancare to complaint # XXXX. First, My forbearance is for 6 months, not 2. Second I applied for forbearance on XX/XX/XXXX, and their site which specified that it would only take 3 days to review and get back to me with a decision - so I should not have pay in XXXX. Third, even if I could, their site does not let me and throws me right into the forbearance schedule. I am tired of this indirect harassment, especially during these times of crisis. Please have loancare stop it's predatory lending practices against minorities. Please read what the loancare representative responded to me and address as soon as possible. I do not want my credit to be affected. I have added evidence support to aforementioned statements. Read below : Please use this ticket number in any correspondence with us.
Subject : Loss Mitigation Dear Valued Customer, Thank you for contacting us.
We have received your recent inquiry regarding your mortgage account. Our records indicate that you are currently due for your XX/XX/XXXX monthly payment. Your forbearance began as of XX/XX/XXXX to XX/XX/XXXX. If you have any further questions or concerns please contact our Customer Service Department, Monday through Friday from XXXX XXXX. to XXXX XXXX. and Saturday from XXXX XXXX to XXXX XXXX Eastern Standard Time at XXXX.
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account.
|
| 07/22/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
I filed a complaint with XXXX XXXX XXXX , XXXX, but I think I should be fling a complaint against LOANCARE , LLC because they are the ones who transferred my service. You used to think that if a mortgage company transferred/sold your loan to another, it was a good thing. I do not think this is the case. XXXX is a collection service. Transfer was XX/XX/XXXX one month after closing. closing was XX/XX/XXXX. I did review the Notice of Servicing Transfer and I have logged in many calls to XXXX. Confusing because XXXX number is XXXX. I used to pay {$720.00}. They were late posting the initial money from closing. On XX/XX/XXXX I spoke with XXXX about payments and how to do them online. I paid XX/XX/XXXX. Back then I had questions about the escrow. This is when the amounts did NOT agree. Then, they said I was short, it THEY were over paying. I saw this reflected on monthly statement of XX/XX/XXXX ( statement date ) and ( payment due date ) of XX/XX/XXXX. Then on XXXX/XXXX/XXXX I got a statement from LOANCARE LLC with a new amount of {$690.00}. ( Everyones Mortgage goes down, so I thought nothing of it. I have heard of VA Relief Program and other reasons for decreases, even on a fixed rate, so I thought nothing of it. ) Until, LOANCARE decided to transfer me over to XXXX which started at total amount due : {$690.00}. And that is when from then on it seems they PASSED there buck onto to me. And on XX/XX/XXXX the amount changed again to {$710.00}. I am So fed up with all this. I have shared with my family that if for any reason I drop dead, SUE them for duress, because from then on I have tried to solve the problem with both of these with only one headache after another. Please help!
|
| 04/29/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XX/XX/XXXX, we signed and agreed to a loan modification with our then current mortgage company, XXXX XXXX, to reduce our monthly mortgage payment from {$2400.00} to {$2100.00}. In XX/XX/XXXX, XXXX XXXX transferred our mortgage loan to LoanCare , LLC ( XXXX XXXX XXXX ) without our approval or consent. We received a letter from XXXX stating that the transfer will not affect any of the terms of our loan, however, our monthly mortgage payment has since increased to {$2200.00} and continues to increase every few billing cycles. Also, LoanCare , LLC imposes late fees after the XX/XX/XXXX of every month and charges payment fees to pay by phone or pay online. We currently have approximately {$570.00} in fees owed to LoanCare , LLC.
We have tried to reach out to LoanCare , LLC and they said will not retract the fees and they will not return our calls about the monthly increases. Also, we called XXXX XXXX and since they no longer service our loan, they would not help. We are deeply troubled by the effects of what has happened in the last 12 months and are seeking to get this resolved and/or receive restitution.
We believe XXXX XXXX AND LoanCare , LLC should take responsibility for manipulatively changing the terms of our mortgage loan. During the modification with XXXX, when we agreed to lower the payment, we were 6 years into our 30 year loan, but the modification of the loan started a new 30 year life of the loan.So we had lost 6 years of our loan term to modify to a lower payment, only to have the loan be transferred to LoanCare , LLC in which they increased the monthly payment and imposed more fees. I think this is unethical and irresponsible of any mortgage bank entity.
|
| 08/11/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
Good Day, My name is XXXX XXXX, former address XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX. My previous FHA Loan was with LOANCARE Servicing. I sold my home in XX/XX/XXXX because I am XXXX XXXX military and had to move to XXXX LOANCARE is reporting 19 late payments on my account which is completely inaccurate and I have the bank transcripts to prove this, which have been sent to them through two different disputing agencies. There was partial payment made throughout the history of the loan by mistake from when my spouse, who was going through 2 years of XXXX and XXXX, made partial payment. Unfortunately while I was XXXX, she had to remember and cover down some of our bills. This was also provided in the dispute sent to LOANCARE. Right now I am XXXX and my Wife ( In remission from XXXX ) and XXXX year old Son are XXXX because the reporting of my mortgage payments is false and I can not receive a new home loan.
I would like them to report what payments were missed and what payments were late and also provide some form of documentation to me in the meantime while my credit updates so that I may in tern provide this to a new lender in an effort for a new loan. If I made a payment for XX/XX/XXXX, in XXXX of XXXX it should report as such. If XXXX of XXXX was missed, then that should report as well. At least then I can pinpoint the time and location of why the payment did not make it to the mortgage lender, for example, I received a XXXX XXXX XXXX bill in XXXX of XXXX, or I was out to sea and unable to access internet or communication devices.
Thank you for your time and If you can provided any assistance in this matter I would greatly appreciate it.
XXXX XXXX XXXX XXXX
|
| 05/01/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I applied for forbearance on my VA mortgage that I've had for 15 years 2 of the those last years are currently with Loancare / XXXX and I have never been late on paying.
Side note : 2 years ago my loan was sold to XXXX Loancare and my payments immediately went up $ XXXX each month. At that time, I had called to complain about this upcharge and they came up with some excuse that I didn't understand. I found it odd my payments went up at the same time they acquired my loan where the payments had been religiously the same for 13 years before that or slowly decreasing. It came down after a year, but now is still {$86.00} dollars higher than it used to be. This increase seems unethical.
Fast Fwd to Pandemic times ... I apply for some relief and since Loancare is disgusting they don't offer deferment they only offer forbearance. I apply for 6 months and get approved. I'm XXXX XXXX and haven't made a dime since the first week of XX/XX/XXXX, nor have I received any stimulus or unemployment yet.
I do more digging and research to find Loancare is really damaging people 's credit during forbearance period. Pushing people 's credit scores 50-75pts lower and to make matters worse negatively effecting co-borrowers credit as well. How is this possible given text of Cares act. Also, it makes refinancing next to impossible at any bank or loan servicer when they report forbearance on people 's credit report. So today I canceled the forbearance not even 24 hrs after I got approved for it. They said they couldn't guarantee it wouldn't be posted as in default and I need to call back tomorrow.
This company is practicing unethical standards and really needs to be fined or shut down.
|
| 02/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I have always paid my bills timely and had a great credit score. My loan company has lost the last two payments I have mailed them. I mailed my XX/XX/XXXX payment on XX/XX/XXXX. I received notice in XXXX it was not received. Then I started getting phone calls from a computer that said it was my loan company, but you could not talk to any one. I tried calling the phone number back and could not speak to anyone. I got concerned that these were scan calls, so I placed a stop payment on that check XX/XX/XXXX. I mailed another check on XX/XX/XXXX for both XXXX and XXXX payment. During this time I tried getting through to all departments at my load company and could not speak to a real person, all computerized. I even took 4 hours of vacation from my job on XX/XX/XXXX to tried to get through to someone and no success.
Received a call from collections XX/XX/XXXX, finally a live person. Explained the whole situation, and advised that I had put a stop payment on the original check and mailed another one. Now I have stop check fees and late fees that I should not have accrued.
Today is XX/XX/XXXX and they still have not received the check mailed XX/XX/XXXX. Another late fee, and now they received the original check mailed XX/XX/XXXX and tried to cash it, even after I informed them a stop payment had been issued. Now I have a returned check fee that I should not be responsible for.
This is absolutely the worst service I have ever had from a mortgage company. And the fact that you can not speak to anyone when you call customer service is outrageous. I have always paid my bills on time and in full and now my credit is destroyed because this company can not operate properly.
|
| 10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX of XXXX I received a tax bill with a one time only " special assessment '' in the amount of {$6200.00}. I informed Loancare LLC about this at that time.
In XXXX of XXXX, I received a notice of an " escrow reassessment '' that was significantly higher than what it was previously. I realize that the {$6200.00} needed to be repaid. Loancare did pay this amount for me.
Loancare for some reason seemed to feel that the special assessment would continue and they decided that my taxes for this year would be similar to last year. I have made numerous attempts to sort this situation out to no avail. My tax bill for this year is out now in the amount of {$4600.00} They are collecting very excessive amounts in my escrow account that are clearly not needed to pay my taxes or insurance.
They have created an extreme financial situation for myself forcing me to be late on my mortgage every month and they have destroyed my credit.
I need a re-evaluation of my escrow account that accurately reflects my taxes and insurance.
The only reason that I was late on my payments was because they started collecting an additional {$1200.00} a month for my escrow account. Which was not needed.
They have also issued late fees and put damaging information on my credit report that does not accurately reflect the situation.
In addition, my phone has been flooded with calls from their collections department.
This needs to get rectified. I would like for the damaging information on my credit report to be removed. I would like for the late charges to be removed. And I would like for them to reevaluate my escrow account to accurately reflect my tax and homeowner 's insurance payments.
|
| 09/02/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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I purchased my home in XXXX XXXX and had my loan serviced thruogh XXXX. I had set up automatic payment to come out the XXXX of every month and had no problems or missed payments. On XXXX XXXX XXXX I received a packet in the mail stating starting that day my loan will be serviced through Loan Care. I never received anything from XXXX saying they were selling my mortgage. I contacted Loan Care to find out how to pay my XX/XX/XXXX mortgage since it was due that day. When I contacted Loan Care they were unable to tell me anything because it would take some time for my account to be loaded into the system. They told me to go ahead and send a payment in with the coupons that came in the packet of info. I mailed the payment and coupon on XXXX XXXX and kept checking on the status of it for 3 weeks. The payment has not cleared, I am being told that I am past due. I asked if I should stop payment on the check and just pay online. I was told if I stopped payment on the check I would be charged a XXXX dollar NSF fee. In the meantime, I set up automatic payment for XXXX XXXX mortgage and that payment has n't cleared the bank either. I never asked to be sold to another company and this has been a headache for about 4 weeks. I have made 4 phone calls and no one has been able to tell me Anything. My homeowners insurance was also renewing in XX/XX/XXXX and my insurance company had no idea who to contact regarding billing. This is ridiculous. I can not believe that I did n't have to legally be told sooner than the day payment was due. XXXX never informed me of anything. They sent the XX/XX/XXXX statement saying the normal payment was due but never anything about selling the mortgage.
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| 03/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home on XX/XX/2021 and was a 10 % down buyer. I've had to pay private mortgage insurance since my date of purchase as I was below the 20 % equity threshold. I called my servicer, LoanCare , LLC, in XXXX to ask for an appraisal of my property and found out this month that XXXX XXXX, who XXXX my lender, sold my loan to, refuses to lift my PMI until it's seasoned. XXXX responded that XXXX XXXX XXXX XXXX, issued on XX/XX/2021, state The minimum two-year seasoning requirement is waived if the Servicer determines the increased market value of the Mortgaged Premises since the Origination Date of the Mortgage is due to substantial improvements. However, on XXXX 's website, https : XXXX, there is a clear statement that ; Other things to keep in mind about the Homeowners Protection Act Loan investors, including Fannie Mae and XXXX XXXX XXXX often create their own PMI cancellation guidelines that may include PMI cancellation provisions beyond what the HPA provides . But these guidelines can not restrict the rights that the HPA provides to borrowers. For example, the HPA does not contain any requirements for a loans tenure before a borrower may request cancellation or be eligible for automatic PMI termination ( known as a seasoning requirement ).
Nowhere in my closing documents that I signed did I agree to their guidelines. Under US Code, 12 USC 4902, my lender is violating the federal law, as I read it, by preventing me from eliminating my monthly mortgage insurance and is even refusing to consider an appraisal to prove my equity has reached over 20 %. Which I believe was my right until this heinous regulation was put in place in direct opposition to the law.
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| 05/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX 2016 our XXXX XXXX loan was transferred to Lonecare. XXXX 2016 we noticed a double paym ent ( {$1300.00} ) of our mortgage to Lonecare. I ( XXXX XXXX XXXX XXXX ) call Loancare to inquire if indeed we were double billed. The agent I spoke with seemed to think so but told me i Needed to request a review and gave me an email to do so. We received an email ( attached ) that showed my original email along with assurance that Loancare would look into our concerns. Approx a month later we received a check from Loancare f or the above amount. We assumed this was the answer to our inquiry and the case was closed. XXXX 2016 we received a delinquent notice for XXXX . I contacte d Loancare an d they told me that I asked for the reimbursement and the obliged ; made no sense to me that a mortgage company just return a check knowing it needed to be applied to XXXX statement! The supervisor i spoke with was unwilling to see our side and told me there 'd be late fees and credit notification if I did n't remit payment within 15 days. I contacted an Attorney and he sent a letter . ( attach ed ) After a response letter from Loancare that they would look into the matter, they sent a letter saying we requested the funds and they did what we asked. Another letter from attorney was sent and again the same procedure and same result ; Loancare will not work with us! I see Loancare wanting nothing better than for us to lose our home. We ca n't afford going after Loancare in c ourt but at the same time we ca n't come up with {$1300.00}. I 'm XXXX and on a fixed income. You 'll find attached documents, emails, attorney letters and statements.
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| 10/24/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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As of XXXX XXXX 2019, Loan Care had obtained our mortgage loan from XXXX XXXX XXXX. No information was provided to make the online payment or where to make the payment. In XXXX 2019 we received information after several calls to get information. Loan Care provided a web address to make payment online, however their system was not working to process the payment. We called Loan Care more than 5 times to send us information regarding where to make the payment to. Loan Care provided an address which turned out to be the XXXX XXXX processing center when our payment should have gone to the XXXX processing center. They have agreed that it was their mistake however still reported us late. Loan Care did not charge us a late fee for the month of XXXX because it was their mistake. In XXXX they also reported us late however never charged us a late fee. We have had our mortgage for 7 years and never missed one payment. In fact in XXXX we paid 2 months worth or the mortgage because they said they never received our XXXX payment. Later we find out it did in fact come off our principal. I know have 2 late payments in which Loan Care will not provide a way to dispute. I called Loan Care and complained and the rep stated she was in fact filing the dispute while I was on the phone. I waited 4 weeks to call and follow up and they state no dispute was ever filed. This company is horrible and come to find out SEVERAL people are complaining about this same issue. Double billing and reporting late to credit bureaus when in fact no late payments were made at the error on my behalf. I am beyond the point of anger when it comes to Loan Care and their terrible customer service.
PLEASE HELP
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| 06/30/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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On XX/XX/XXXX I submitted a complaint to the CPFB about Loancare and the issue I had with them updating incorrect information on my credit report. I received a letter dated XX/XX/XXXX stating that Loancare was going to correct erroneous information on my credit report and Loancare has updated some negative information but has now been updated with ADDITIONAL ERRONEOUS INFORMATION. My credit report is still reflecting a 120-day late payment on my XXXX for XX/XX/XXXX and another 120-day late on my XXXX Report for XX/XX/XXXX. Loancare removed the 120-day late they had reporting in XXXX of XXXX but added a new one and this is wrong! I have called again to find out what the issue is SINCE I WAS IN AN ACTIVE CARES ACT FORBEARANCE SINCE XX/XX/XXXX AND AN ACTIVE CH. XXXX BANRUPTCY SINCE XX/XX/XXXX and late payments can not be reported and THERE WERE NO LATE PAYMENTS AND DUE TO THE CH. XXXX FILING, NEGATIVE INFORMATION CAN NOT BE REPORTED AND THERE WAS NONE TO REPORT DURING THIS TIME. I attempted to call XXXX XXXX who was the lady that sent the letter that I received from Loancare in regards to my previous complaint but her extension comes back as invalid. I don't know who else to contact about this issue. My next step is to contact senior leadership up to level of the President of the company. While on the phone trying to resolve this issue because I can't reach the lady that sent the letter, I keep getting different answers and it seems no one really knows the rules so they give their best guess. These best guesses again are stopping my from getting a home. I am a single mother and XXXX veteran who can not qualify for a mortgage because of this error me and IT'S WRONG!
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| 04/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a delinquency notice from my city 's department of tax collections and promptly called my lender on XX/XX/2020 to inquire as to why this might be, as my payments were current ( including escrow payments for taxes ). I spoke with someone who seemed to understand what the issue was and told me not to worry or follow up because they would promptly correct their mistake and make the tax payment.
Several weeks later, I noticed that the taxes had not yet been paid on my city 's website and followed up with the lender. I spoke with someone who again, said he understood the issue and would resolve it - he promised to have a check send out immediately and call me to confirm progress. I never heard anything and I noted again today that no payment had been made to my city.
Today, I called and waited on hold for an hour for a supervisor before being told I would need to hang up and wait for him or her to call me back within one hour - several hours have passed and I have not yet heard from anyone.
I just tried to get in touch another way, by using the lender 's online help form - I submitted my issue and received an automated response. In the automated response, it read that if the information provided within the email didn't solve my problem I should respond to the email. I responded to the email and received an automated message that the mailbox I responded to was no longer being monitored.
I have paid my lender real estate taxes on my property that were due in XXXX and my lender has not paid my city those real estate taxes. My escrow funds are for some reason being held captive by this unethical lender rather than being used as intended - to pay taxes!
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| 11/21/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX XXXX XXXX XXXX U.S Bankruptcy Court Dismissed the BK case and prior to the dismissal Loan care recieced the following payment againt XX/XX/XXXX defiency blance of {$9.00}, XXXX in the following manners : ( 1 ) Bankruptcy court paid from the plain {$3000.00} toward the defeiency blance.
( 2 ) Loan Care retain two surplus payment for XX/XX/XXXX and XX/XX/XXXX for {$2000.00} each year. a ( 3 ) The homeowner has paid XX/XX/XXXX mortgage on XX/XX/XXXX {$1500.00} dollars on a {$1300.00} and on XX/XX/XXXX LC informed us that there was a surplus of {$2000.00} was being applied to XX/XX/XXXX payment and then informed the homeowner in the XX/XX/XXXX statement the only amount due was {$1300.00} which was paid by a LC a Cashier check sent on XX/XX/XXXX and received by LC XX/XX/XXXX.
However, in spite of not owing reported default amount, but the owners have received a notice foreclosure proceeding has commenced laying claims that homeowner are nine months delinquent of {$9700.00} and debtors has proceed with Foreclosure attempt without further FHA stand alone review, loss retention in accordance with FHA requirement for special forbearance and the right to cure the default.
The lender has not filed a new notice of default with the county regarding the amount owed is less then {$4000.00} prior to intuiting current for closing proceeding. The lender has active foreclosure proceeding without allow the a chance to verify the claim of default and/or the amount owed, or has not assess the borrower financial situation to remain in the home by performing an early review of the loss mitigation submitted to loan care on XX/XX/XXXX at XXXX. Eastern Pacific Time,.
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| 03/20/2020 |
Yes |
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- Trouble during payment process
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Web |
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Please refer to previous complaint where Loan Care is stating that they are not responsible for this complaint ( XXXX ) dated XX/XX/XXXX. However, I received there response on XX/XX/XXXX that they did acknowledge my complaint. The response is being sent to the sold property. I also want to address my concern once again on question # 3 of their response. HOW CAN SOMEONE PUT MONEY IN AN ESCROW ACCOUNT WITHOUT MY KNOWLEDGE AND BUY THE HOUSE 2 DAYS LATER? Also, who was the letter addressed to regarding authorizing someone to perform an activity on my account ; dated XXXX XXXX ; after the house was supposed to be sold. It is considered MORTGAGE FRAUD.when a third party put money in an account while the owner is still in the house and before the sale, so I want my complaint addressed correctly to explained how can a house be foreclosed without talking with the lender after a transfer ; even though it was a continued trustee sale. This sale was on behalf of XXXX sated XXXX not Loan Care, so Loan Care or XXXX XXXXl should not have accepted money for this account until they had allowed the owner to correct the account, participate in the sale or do a short sale at least. Also, is XXXX XXXX really a company because they are not responding on their letter head but they have the sole rights to the loan? My complaint has been sent to other agencies but Loan Care is contradicting themselves by saying that they are not responsible when in fact they are responding to my complaint. Please assist in resolving my concern while my letters are still being sent to a SOLD PROPERTY address. If I am not in your system, then stop sending me form letters and address me as a former owner.
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| 09/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan servicing company received my loan in XX/XX/XXXX from the seller of my loan. The new company is XXXX servicing being serviced by Loancare, A service link Company, XXXX XXXX. On XX/XX/XXXX My homeowners insurance was canceled due to nonpayment. I spoke with Loan care on XX/XX/XXXX and they advised they did not get an invoice from the insurance company and therefore did not make a payment, but they refunded me money because my escrows were overpaid. When I spoke with Loancare they advised they would send the payment in that week. XX/XX/XXXX I received a letter from Loancare wanting proof of homeowners insurance. Weird because they paid my insurance. No not weird they never paid my homeowners insurance that was being escrowed. When I called in they advised I never notified them who the insurance company was so this was my fault. The information was with the mortgage company that sold the mortgage to them, I would think that all necessary information would transfer over to the new company. Per Loancare the information does not transfer over and it is the homeowners responsibility to be burdened with this matter. I demanded to speak with a supervisor or manager and they said I would only get a call back from one in 24-48 hours. There is never a manager available to speak with at this company. After two days on the phone and quite a few hours my homeowners insurance has been cancelled for 45 days and the loan servicer has my money that was designated to make this payment from my escrow account. The worst part is this is the second time I have had to request they make this payment in the 45 days and is unacceptable that it was not done as required by contract.
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| 07/28/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
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I encountered challenges in determining the most suitable approach to address my concern. Consequently, I initiated contact with Loancare LLC through both telephone and email channels in an effort to resolve this matter. In the month of XXXX this year, my mortgage and escrow account were transferred from XXXX XXXX to Loancare LLC, during which time no issues with my escrow account were apparent.
However, in XXXX of the same year, I was informed by Loancare LLC that they had acquired home and hazard insurance, alleging that I did not possess insurance coverage and that the previous policy from another company had expired in XX/XX/XXXX.
To clarify my insurance status, I am insured by XXXX XXXX XXXX under policy number XXXX, which is effective from XXXX to XXXX annually. I verified with XXXX XXXX XXXX that my account was current and active. XXXX XXXX had made the payment for this insurance through my escrow account in XX/XX/XXXX, and no further payments were due until XX/XX/XXXX.
In an attempt to communicate this information to Loancare LLC, I was redirected to a separate entity, " My coverage info, '' and provided an email address, XXXX. Regrettably, upon sending an email to this address, I received an " undelivered '' notification from XXXX.
As it stands, I have exhausted all available means to rectify this issue, and Loancare LLC has erroneously charged me approximately {$2400.00} for insurance coverage that I had already purchased. Consequently, this unwarranted purchase has increased my monthly payments by {$200.00}.
I am now seeking a comprehensive resolution to this matter and would appreciate any assistance in rectifying the situation promptly.
|
| 05/15/2023 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Servicemember |
|
On XX/XX/XXXX I sent an email with an attached letter from my city assessor office. The letter showed previous owners were tax exempt. The letter stated that tax exemption was being removed/transferred. After receiving my email my monthly payment decreased to {$940.00}.
The change in my payment has caused a negative balance in my escrow because Loancare had me listed as tax exempt, but I am not. This mistake was discovered in XXXX of XXXX causing my payment to suddenly increase to {$1800.00}. I called and spoke to many, many supervisors and representatives. I was advised to continue paying the {$940.00}. An investigation was opened that took several months while my account was showing delinquent because the system required the increased amount. I was advised that my payments would be held in a holding account until the total increased amount is collected then applied as one payment.
XXXX happened while the investigation was still undergo. Therefore, I was able apply for a forbearance while waiting. My payment history will show that I have continued to makepay ments each month sometimes twice a month whatever I can afford. Unfortunately, because my account was already delinquent before the forbearance this mistake has negatively impacted my credit score severely. Loancare has reported to all my credit bureaus non-payments and delinquencies. I have tried to work with Loancare, I sent a complaint in to the XXXX and we had a mediation in which XXXX XXXX XXXX agreed to update credit reporting. I recieved a letter from their office stating that credit reporting is correct. I have supporting documents that I sent to Loancare years ago about changing my tax status.
|
| 08/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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This is about the 7th time my loan has been sold and now it has been sold again to the rinky dink operation Loancare , LLC. I have a 15 day grace period on my loan and paid my loan on the XXXX through their website and was charged a {$10.00} fee because it was 10 days after my due date. Isn't this considered a late fee? I emailed them and this is the response I received : Reference number : XXXX Please use this ticket number in any correspondence with us.
Subject : Fee Inquiry Dear Valued Customer, Thank you for contacting us.
Our payment fee schedule is as follows : On the website : On or before your due date No fee 1-4 days after due date No fee 5-9 days after due date {$5.00} 10 days or more after due date {$10.00} Over the automated system : {$12.00} All loan payments made with a live agent will be assessed a {$15.00} fee regardless of the date of payment.
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account.
Customer Support PO Box XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender.
*** this email was scanned for malicious content *** Thank you!
|
| 10/17/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
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Pleased revise my personal documents that I have like a certified FRAUD EXAMINER AFFIDAVIT .Qualified written request findings securitization audit report voluntary liens report ; That I have I request for a proof off claim ton XXXX AND XXXX XXXX ( XXXX XXXX ) An never give to me this proof of claim.
Conclusion of the report that I have is : XXXX XXXX XXXX XXXX DOES NOT have standing to foreclose on the subject property as it not the holder in due course of the subject loan. According to the PSA which created the trust which currently owns the loan. The only possible holder in due course is XXXX XXXX XXXX XXXX XXXX as trustee for the XXXX XXXX mortgage 's LOAN trust XXXX.Howewere, XXXX XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX XXXX THEIR OWN SECURITIZATION TRUS DOCUMENTS. Therefore, XXXX XXXX XXXX XXXX XXXX LOST ITS INTEREST IN THE SUBJECT PROPRTY and its right to foreclosure by violating its own PSA.GIVING BOTH THE HOMEOWNER AND THE XXXX investor cause of action for fraud.
I Have a proof with serious documents that certified this and Certified Fraud Examiner Affidavit. I'm looking for help to save my home. I was looking in my credit and all data about my Mortgages is not there I tray to negotiated with the people but they transfer to Loan care Servicing and I send 26 Modification to them but they only denied now I send this to your department because I what to enforce that the send me a PROOF CLAIM AND SHOW ME A REAL DOCUMENTS. PLEASE SEND ME AND EMAIL I CAN SEND TO YOU ALL MY PROOF AND LEGAL PROOF OF WHAT I DISPUTED.
THANKS FOR YOU HELP!
Thanks for your valuable help!
XXXX XXXX XXXX direct number ( XXXX ) XXXX I hope you can help me whit this matter
|
| 02/06/2017 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
I closed on my loan XXXX/XXXX/XXXX with XXXX. On XXXX/XXXX/XXXX I received a welcome letter stating the subservicing of my loan was transferred on XXXX/XXXX/XXXX from XXXX to LoanCare, XXXX on the behalf of XXXX the servicer of my mortgage.I had sent my first payment to XXXX because of the late notice of change. From XXXX XXXX, XXXX LoanCare could not find my first payment because it was mailed to XXXX. Therefore I was always 30 day behind. I mailed copies of cancelled checks from my bank to them but they could never find the payment. Well in XXXX XXXX I was out of work due to a XXXX injury from when I was in the service. In XXXX XXXX I went to county records and verified that the deed wad still with XXXX and that nothing had been changed from the day I purchased my home. On XXXX XXXX, XXXX I went to county records to notice that a substitution of trustees had been appointed and that XXXX XXXX was assigned the note and now the holder of the note having interest in the indebtedness secured by the deed of trust and then XXXX XXXX appoint and and substitute XXXX XXXX XXXX, XXXX, as trustee. Then I received a letter from my mortgage had been sold or otherwise transferred or assigned to a new owner XXXX as of XXXX/XXXX/XXXX. This was just informational purposes only and required to continue to make payments to my current servicer. Well LoanCare recently sent my payments back and wants to start foreclosure. I sent in paperwork for a modification and they denied me. I do not know why they denied me. They called me over the phone and said it was denied and that I would receive the reason why in the mail and also that they were starting the foreclosure procedure.
|
| 06/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My home mortgage loan servicing was changed by lender to LoanCare in XX/XX/XXXX/ XX/XX/2016. I did not received any mail package from LoanCare as the new loan service company providing the information of new account number or address for making monthly payments However the old mortgage company sent me a letter that LoanCare will be the new loan servicing company. on XXXX/XXXX/2016 I sent out first payment using old account information. I hope that I will get monthly statement or other info from LoanCare in mean time. LoanCare will call and leave message, when called back, the system will ask to put in LoanCare home loan number ( That I never received ) or full social security number. To protect my identity, I could not punch in Full social security number. No live person could be reached untill I provide my full social security number.
On XXXX/XXXX/2016 I received the payment overdue notice from LoanCare that had necessary account information. I sent payment to LoanCare electronically through my bank ( XXXX XXXX ).
Now I had my account number, I called LoanCare, they admitted their mistake and wave-off the late fee.
Around XXXX XXXX, 2016 I needed home equity loan, the lender pulled my Credit report, It had late payment record by LoanCare, citing that reason they declined to lend me money.
LoanCare is wrongfully reporting late payment ( by 30 days ) on my credit report.
- Payment was late by 12 days because of fault of LoanCare for not sending me mail package for new payment details. Payment was sent on XXXX/XXXX/16 instead of allowed upto XXXX/XXXX/2016.
- For Mortgage Loans, the payment can not be assumed late for first two months ( 60 days ).
|
| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
I have been trying to make my XX/XX/XXXX mortgage payment for weeks and this company has been impossible to get a hold of.
I'm under a XXXX XXXX bankruptcy so Loancare LLC took away all access to their online portal and online payments so I have to call in each month to make my payment but they're making this impossible. Also due to bankruptcy, they no longer send me any account statements. I have no information for my loan.
On XX/XX/XXXX, I called them 3 times and received a recording stating " if your receiving this message during normal business hours we're sorry '' and then the line disconnected.
This same thing happened again on XXXX XXXX too.
On XXXX XXXX I called and was greeted with a recording stating they are " experiencing a security event and are unable to take calls '' and then again, the line disconnected.
XX/XX/XXXX, still trying to make this payment, I call in again and am greeted with another recording saying that agents do not have access to any loan information at this time. I waited for 20 minutes to talk to somebody before I couldn't wait anymore.
This is ridiculous and impossible. I'm just trying to make my payment before its 30 days past due but this company is not giving me any chance to do so.
No information about this security event is available as their entire client facing website has been down to even try and get information from.
As a consumer I deserve to know what this security event was as it clearly is impacting me. Is my identity safety at risk? I also deserve a REASONABLE way to make my payment. I will not wait on hold for hours especially when they don't even have access to any loan information.
|
| 08/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
We have been in the process of refinancing our mortgage since XXXX. Part of this process involved obtaining a payoff statement from Loancare. It took several attempts to contact customer service, and nearly two weeks, but the first time I requested one, they did eventually provide one. They claimed the delay was because they didn't know how to calculate the payoff balance for our second mortgage because the interest rate is 0 %.
The paperwork from the bank we're refinancing with ended up taking a little longer than expected to process, so we need to obtain a new payoff statement with a later payoff date. I electronically submitted a request to Loancare via their own website around XX/XX/XXXX for an updated payoff statement. On XX/XX/XXXX I received an email stating that my request had been received and forwarded to " the team of specialists experienced in resolving your issue. '' I have heard nothing from them since then, and have been hung up on by their customer service phone number several times.
Our escrow and mortgage agents working on the refinancing process have also contacted Loancare to request the payoff statement, as it is the only thing we need to finalize our refinance, and their requests have been ignored as well. Our mortgage agent told me she's never seen anything like this.
It is my belief that Loancare is deliberately refusing to provide a payoff statement so they can continue to collect interest from us at a rate significantly higher than the one we are refinancing to. This is costing us a significant amount of extra money every month in interest, potentially tens of thousands of dollars over the remainder of the mortgage.
|
| 10/19/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Since XX/XX/XXXX I have made multiple calls to Loancare trying to get a Loan modification after coming out of forbearance. Loancare reported my loan as delinquent for the months that I was in forbearance. This resulted in an over 100 points drop in my credit rating. This prevented me from obtaining a refinance from any other entity. We had an modification agreement in XX/XX/XXXX. I had the documents notarized and sent back to Loancare XX/XX/XXXX in the XXXX envelope that they provided. Loancare did not process the documents. They informed me that they did not receive the documents until XX/XX/XXXX. I find that impossible to believe. Then Loancare sent me another modification agreement with a higher interest rate, a higher mortgage payment of close to {$2700.00}.
Their calculations included the amount of the delinquent payments while in forbearance.
I have made countless calls to Loancare from XXXX XXXX XXXX, spoke with countless agents, been told conflicting information an the situation remains unresolved. The website will not accept payments from debit nor credit cards which prevents making the payments. I have asked for options to pay without response. The agents have admitted that the post office returned documents to them that did not reach me but decided to move forward with the foreclosure. The XXXX tracking dates do not match the date on the notices that Loancare states that they sent documents. When I did receive documents, I was past the response date because Loancare did not send them out to me timely. Loancare is impossible to deal with and should not in my opinion be allowed to service mortgage loans. Their incompetence is glaring.
|
| 11/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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Inaccurate reporting to credit bureaus.
LoanCare , LLC acting as subservicer for XXXX, XXXX misallocated two sequential, on time mortgage payments. Subsequent to " full resolution '' LoanCare initiated derogatory Late Payment reporting to consumer credit bureaus.
XX/XX/20 and XX/XX/20 : ACH mortgage loan payments were initiated by my bank and accepted by LoanCare.
XX/XX/20 : First Notice of delinquent payment via USPS, physically received, letter dated XX/XX/20.
XX/XX/20 : Phone conversation with XXXX XXXX and LoanCare representative XXXX XXXX # XXXX XXXX. XXXX reports no record of payment reference above two payments.
XX/XX/20 : Requested and received " Proof of Electronic Payment '' from initiating financial institution corroborating above referenced payments and dates ( each showing Remit Date one day prior ).
XX/XX/20 : Phone conversations involving XXXX XXXX, XXXX representative XXXX XXXX XXXX and LoanCare LoanCare representative XXXX XXXX # XXXX XXXX. XXXX acknowledged payments were received by LoanCare and applied to incorrect, unrelated account. Late fee waived, matter seemingly resolved. Payment received date still inaccurately reported as XX/XX/20 XX/XX/20 : Notification from Credit monitoring service : " It looks like you have an account with a past-due balance of {$220000.00} with LOANCARE. '' XX/XX/20 : Phone call to LoanCare Customer service XXXX XXXX and XXXX XXXX to request credit error be corrected, advised to complete online form.
XX/XX/20 : Credit Reporting Dispute submitted and receipt of same emailed to consumer XXXX ticket # XXXX XXXX.
No correction to credit report or contact received from LoanCare to date.
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| 10/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have a mortgage loan with Customer Service Inquiries and Payments LoanCare ( XXXX ) Attn : Customer Service XXXX XXXX XXXX XXXX XXXX, VA XXXX Telephone : XXXX Fax : XXXX Monday - Friday XXXX XXXX. XXXX XXXX. ET Saturday XXXX XXXX. XXXX XXXX. ET.
I was in forbearance and after I applied for deferred balance, they put it and the end of loan. I continue doing my monthly payments. Now that interest rates are lower, I try to refinance but the new company asked me to pay for deferred balance in order to qualified me. I have called LoanCare and I explained that I would like to pay my deferred balance because I'm going to refinance with a lower interest rate. They said '' I can't pay my deferred balance because the deferred was processed and move it to the end of my loan, that I have to pay all my loan in order to pay the deferred balance ''. I asked them if they can refinance my loan and they said, ''LoanCare do not refinance loans, I was told. '' I have spoken with them several times, and one of those calls, the new company that I'm trying to refinance called them in 3 lines call as well and explained them that was unfair that they are doing this to me, and asked them to find a Soluciones for me but so far, they are not willing to help me. LoanCare company never told me that if I applied for deferred the only way to pay it off it was going to be until I pay all my loan first and that will be a problem if I would like some day to refinance. I was not aware of that. If I was aware, I will never do something like that. Now I'm so frustrated that I'm locked in to that company with that high rate because they do not let me pay my deferred balance.
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| 04/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage with XXXX was sold to Loancare LLC ( XXXX ID XXXX ) when XXXX went bankrupt for the second time. I received a letter from Loancare which said that my account would be ready for registration on XX/XX/2019.
It is now XX/XX/2019, and the Submit Button for LoanCare 's account withdrawal payment option still isn't working. I do, however, have a loan number.
Is Loancare LLC REALLY in business? It's website does not supply an email address. It's website does not provide a webform which borrowers can use to make an inquiry. Loancare 's customer service phone lines are SERIOUSLY understaffed. It's payment setup doesn't work. Callers can't ask for a callback.
I spent from XXXX today XX/XX/2019 on the phone listening to the same two phrases of a piano piece ( and one other piece of music ) repeat ... ad nauseum.
At XXXX Pacific Standard Time/XXXX Eastern Standard Time, when LoadCare closed for the day, my call was terminated. I never DID learn whether the extra payment XXXX received on XX/XX/19 will be forwarded to LoanCare. Nor did I succeed in setting up payments A WEEK AFTER MY ACCOUNT WAS SUPPOSEDLY READY TO SET UP LOAN PAYMENTS.
Right now, it's easy to foresee a scenario where Loancare 's understaffing and poor administrative processes diminish MY credit score. That's scary.
See XXXX XXXX XXXXXXXX ). Whoa!
I'd hoped to setup auto payments two times/month ( in an effort to reap some interest savings ). Now what? This story does not reflect well on LoanCare , LLC. I'm not sure it reflects well on the CFPB, either. Was the {$100000.00} fine a mere slap on the wrist, or enough money to motivate LoanCare to change it's behavior?
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| 05/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I started having problems with this company last year when they couldn't figure out where to put the extra money I paid for my escrow account. so I received a letter stating there was a shortage so I called and was told if I paid the full amount the monthly mortgage wouldn't change so I did. since I was late reading the noticed I paid {$150.00} for XXXX then I paid regular mortgage {$990.00}, I also paid a total amount of {$1000.00} for the escrow shortage and fees. I spoke to a XXXX XX/XX/XXXX to ask why the money wasn't put into the escrow account she said it was but the statement showed otherwise. so after that I kept getting new charges and my mortgage went up double, I called again on XX/XX/XXXX and spoke to XXXX # XXXX, she informed me that that the extra money I sent was put in a 'SUSPENEDED ACCOUNT ' not put in the escrow, and they were taking money to apply to my mortgage which I was told would be {$1000.00} but since they didn't apply the amount to my escrow they were taking it out of this account each month?? so she said she would put it all in the right account and I still had to pay and additional {$170.00} total me paying {$1300.00} and everything was supposed to go back to the {$1000.00}. which I paid over the phone. but the next statement was like I hadn't paid any of the fees and I get a letter stating delinquent and he said I missed a payment I have never missed a payment in the 16 yrs that I had my house. they are making me late with other bills paying extra money, now I can't refinance because of other payments this has dropped my credit score. I am so disappointed with this company. I want it cleared so that I can refinance.
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| 03/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During Covid 19 - entered into a Forebearance as to unsure of income due to being laid off. As you know the options were to pay what you could or not at all. XX/XX/XXXX, I paid {$1000.00} towards our {$2100.00} mortgage payment. I will be honest, I was completely knowledgeable about this process. Once I began to receive additional income I made 6 months of payments in the amount of {$2500.00} to cover the {$1100.00} balance owed for XXXX. XXXX of XXXX, LoanCare advised us that our monthly payment would increase to {$2300.00} which we have made monthly. Never, never have we missed one monthly payment to Loancare. Loancare mismanaged our Forebearance. Have been in contact both via telephone and letters. Just received yet another letter, probably have received XXXX til now. In a convoluted letter they continue to say we have missed payment and each time we make one it goes to the " one we missed '' This is not our first Mortgage, however LoanCare is the only establishment that is harrassing us for no reason. They have ruined our XXXX XXXX as well, reporting a 90 days late. We are in the process of re-locating to NC for work reasons, and with everything they have done to us, we will be looked at negatively with our credit. Our current home will be sold, which I know will resolve the issue however they need to be held accountable and fix our credit. Please help us with this matter, it is a hugh stress that my Husband and myself are dealing with.
We will be relocating out of MA due to Husband work and our home will go on the Market XX/XX/XXXX. The negative hits on our credit needs to be cleared up so that we do not have any trouble purchasing again.
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| 07/09/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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Loancare will not Follow the Laws of my XXXX XXXX Bankruptcy and continues to try and collect on a Discharged Debt. This Company also will not provide proof of me signing a release of funds out of this Account along with information of where the funds went? My HELOC loan was Discharged from the original lender way back in 2011, I've been in Dispute of this Account for Many Many Years and have asked loancare Directly to show me Proof of Who Signed for the Withdrawal of funds out of this Account and Proof of where the Money that was Withdrawn Go?
I had Received a Phone Call from a loancare representative a year ago saying they are Not pursuing any further actions. I have this conversation recorded. What a lie!! All I want is a lean release on the Title of my Property. If this can't be done immediately I will have no other choice but to bring Forth a law suit! 1st being Loancare Breaking Federal Law under XXXX XXXX Bankruptcy by harassment and continuing to force collects on a Discharged Debt. All documents have been saved over the years to prove this Fact! 2nd researched Documents by Loancare XXXX XXXX XXXX has never Provided Proof of the Funds Being Withdrawn from my account with my signature and where the funds went. Loancare is the Worst company to deal with and this Stress has been Heavy on me and my family for many years and still continues Today ....!! The Practices of this Company is Terrible as you can see from thousands of other Loancare clients have Huge Problems with this company that Bullies their way to destroying people 's Lives!! Next step for me is Hire an attorney and go Completely public on this issue if not Fixed immediately!!
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| 04/25/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our Mortgage was sold to LOANCARE, XXXX. XXXX XXXX XXXX XXXX VA XXXX in XX/XX/XXXX, everything seemed okay until XX/XX/XXXX. I tried to log into their website to make my payment as I had done every month before but was unable to log in, so I called to have them reset my password, they informed me it had been reset and to give it a few minutes and try again. I was still unable to log in so I called again and was informed that the reason I was unable to log in was because I owed a balance of {$14000.00} and she asked if I wanted to make that payment. After the initial SHOCK and trying to understand what she just told me I asked how that could be, I stated we have made every payment due and on time, she then stated that amount was actually sitting in a holding account and I owed {$9100.00}. After eight or more calls over the course of three weeks, speaking with several payment center employees, two Loss Mitigation employees and three different Supervisors and explaining our story over and over again we have had no luck in getting this resolved. We were promised a call back by all three Supervisors XXXX ID # XXXX, she would not provide her last name, XXXX XXXX ID # XXXX and XXXX ID # XXXX, and she also would not provide her last name. LoanCare has not applied our monthly payments to our loan that we have sent electronically every month on time as well as reported us to the Credit Agencies causing our credit scores to drop over 100 pts. I'm at a loss for words when I think of the lack of Concern, Care or Importance they have for their customers and on top of it, its their error. Horrible Experience! This is truly the WORST Mortgage Company EVER!!!
|
| 08/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I have been working with Loancare regarding foreclosure alternatives and have submitted documents to be reviewed for assistance. After a few months, I was informed on XX/XX/2019 that I was approved for a trial modification from a representative named XXXX. I was told by XXXX the approval was being generated and would be mailed to me. I then called on XX/XX/2019 to see where the approval was as I had not received it only to be told the approval was never generated because they needed a proof of occupancy. The representative admitted that although she see notes indicating a proof of occupancy is needed, only one call was placed to me and nothing thereafter. I never received a call/voice message or document informing me I needed to provide that information as I have no issues providing what is needed.I was told this error would be sent to her supervisor to get the file re-opened so I can continue with the approval. I immediately emailed the proof of occupancy on XX/XX/XXXX and when I called back on XX/XX/2019 to follow up I was told the email was never received when in fact I had proof. I then emailed it directly to the representative I was speaking with XXXX whom advised she would be submitting a request to her supervisor to ensure this information gets to the underwriter so they can review the errors that occurred. I called back again on XX/XX/2019 to be told the " appeal '' is still being reviewed and can take up 30 days to make a decision. I am now worried they will not provide with the approval based upon the events that have taken place. I am ready to make my trial payment but they will not let me. I just want to move forward from all this.
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| 04/07/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX Loancare bought our mortgage which was 1 month after we closed on our original mortgage. In XX/XX/XXXX we recieved an Escrow refund after property taxes and homeowners insurance were paid. This refund was more than {$2700.00} They kept our escrow account funded with more than {$1200.00} Our Homeowners Insurance and Property taxes are approximately {$1100.00} per year total.
In XX/XX/XXXX I called Loancare customer service and asked for a new Escrow Analysis so that our monthly escrow payments would be corrected so we are not paying a gross overpayment every month in our mortgage payment. They asked me to mail them a copy of our homeowners Insurance bill and our property tax bill which we did. We did not recieve a reply at all.
XX/XX/XXXX I called Loancare 's customer service department and asked if I could have a new Escrow Analysis and I was told I could. XX/XX/XXXX I recieved in the mail an analysis statement which shows a projected amount for property taxes as {$2900.00} and the actual amount paid is {$300.00} I am a XXXX XXXX XXXX XXXX Veteran and XXXX charges me minimal property taxes.
Loancare is charging us {$310.00} per month to fund our escrow account which only needs about {$120.00} per month.
I would like for Loancare to recalculate our escrow payment and adjust our mortgage payment accordingly. Why they feel the need to overcharge our escrow account when our property taxes and insurance costs are in black and white is beyond me. Don't they have competent accountants? I do not need Loancare as a savings account.
If Loancare can not correct this I will file a complaint with the XXXX and XXXX AG.
Thank you.
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| 10/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
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|
Web |
Servicemember |
|
Electronic bill pay sent to XXXX XXXX XXXX XXXX LoanCare LLC XX/XX/23 XXXX athe amount of {$2700.00} never posted to mortgage account. {$2700.00} is missing and loan servicing company, " LoanCare '' continues to string me along with requets for documentation I nor my bank, XXXX XXXX XXXX, have been able to work with : LoanCare '' to find the lost funds and send back to checking acct.
I even went so far as to set up a conference phone call with a manger from XXXX XXXX and LoanCare. The manager at XXXX XXXX could not even understand what LoanCare needed to find my funds and return to my checking acct.
LoanCare recently purchased my mortage from another lender. This was the first payment made to this company. They have done nothing to assist. They continue to throw out roadblocks that I try to jump over to get my {$2700.00} back. No luck to this point.
Meanwhile, i'm losing interest on the lost {$2700.00} every day. I have a XXXX savings acct where I hold funds until needed to pay bills. Interest rate is 5 %.
A XXXX search proves many more folks having similar problems. This mortgage servicing company is not customer friendly and has problems with lost payments.
As I write this complaint, I have {$2700.00} sitting in limbo somewhere within LoanCare 's coffers not applied to my account.
Please help. XXXX has been fine and has tried to work with LoanCare. LoanCare does not seem to want to work this problem out. Continue to ask for documentation I or XXXX XXXX can not provide.
Please Help! {$2700.00} is a lot of money just sitting lost somewhere with no one behind me to help find the funds and push back into my checking acct.
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| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
XXXX is my Mortgage lender and Loancare collects payments for them. Signed up for estatements and they wouldnt send them. Called for months and spoke to several people about it. Excuse after excuse and they wouldnt fix the problem. Was late on 2 payments and it was because of their errors. Called last time and tried to make my payments in XXXX. They wouldnt let me. Said XXXX had changed over to new service, my file was deleted from the system and they could no nothing. They reported me to XXXX XXXX XXXXXXXX and credit agencies. Had my loan with XXXX XXXX for over 20 yrs, without a single problem, pay all my bills on time and am never late. Loancare has ruined my excellent credit rating. It was excellent and in one day because they accused me of being in default ( which is now on my record ) my credit rating with one agency drop XXXX points and with another XXXX. I call and cant get anyone on the phone. Msg. says no one can answer now. Loancare has GOT to fix this problem and IMMEDIATELY! They have to take off the late charge, call all creditors and tell them it was their error, have my credit rating restored to what it was and stop the torture Im going through. I am XXXX and have XXXX XXXX XXXX XXXX My mother is XXXX yrs. old and Im her sole caretaker. We have enough on our plate. I shouldnt have to go thru this and NO ONE SHOULD. Loancare is a disreputable co. and has to be stopped from ruining peoples lives like theyve ruined mine. I know this is a serious offense. I spoke with my attorney and I can file suit against them. I will report them to every credit agency and government entity I possibly can if they dont take care of this NOW!!!
|
| 01/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
I am currrently in Forebearance with my loan with XXXX
I sold the property the loan was under so that I could pay off this loan since it was a rental property and I am not getting any income and am behind on the payments with the forebearance.
However, after selling the property the escrow closed on XX/XX/XXXX and the escrow company wired a payoff amount to the company which they considered incorrect as it was short {$980.00}. The payoff amount was calculated to XX/XX/XXXX but the escrow company prorated the pay off to the date of XX/XX/XXXX and sent a wire transfer for an incorrect amount.
I contacted the company and at first was told I could pay the {$980.00} via a phone payment to them and then the wire transfer they rejected could be resent by the escrow company to close the loan and I would then be refunded the difference after they closed the alone between the amount actually due and the pay off amount given for XX/XX/XXXX. However, the escrow company did not receive the wire transfer back and when I spoke with management instead they insisted on refunding the {$980.00} that I payed them back to my account and that the escrow company needed to wire transfer the full amount to them or they would not close out the loan although the deed was already transferred to a new owner.
I was given a pay off from the escrow company and now I have to wire them back money to have them resend a new payoff to the loan company as they in turn refund me the difference with the payment that I made. In additiona they are taking XXXX or more days to process and return the payment so the escrow company can not rewire the pay off amount to them yet.
|
| 04/02/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX.
LoanCare I was approved, as a XXXX veteran, for homestead exemption. in XX/XX/2018. I was told by the XXXX County Property Appraiser office, that they do not notify the mortgage companies, since, everything is done on line, the mortgage companies, can get the information on line, or call the XXXX County office.
Since the date I was approved, I have called, and notified the mortgage company, on numerous occasions, that I was approved for this deduction. Everytime I called, I was told that it needed, to go to the tax department. I talked to the tax department on four ( 4 ) different occasions, and was told, that it would be escalated, to be taken care of.
On XX/XX/XXXX, I was told that, I needed to provide proof of the homestead exemption. I sent a copy of the exemption letter to them, and it has still not been resolved.
Another matter is that on XX/XX/XXXX, I submitted a house payment, when two ( 2 ) days later it did not show up in pending payments, I assumed, I had not correctly submitted the payment, so I submitted a payment again. On the XX/XX/XXXX, it showed as a payment pending, I spoke to a representative who assured me that the payment submitted for XX/XX/XXXX would not go through. On XX/XX/XXXX a payment was submitted to my checking account which charged me XXXX, I called the customer service department again, and was told that they could not stop payment.
I was told that, even though, I called on XX/XX/XXXX, they would not stop payment. So I was charged twice ( 2 ) by XXXX {$29.00} for non sufficient funds, and I received a notice on, XX/XX/XXXX, from the mortgage company, for {$49.00} return check fee.
|
| 06/09/2017 |
Yes |
|
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Web |
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In XX/XX/XXXX I called XXXX XXXX XXXX XXXX to ask how I go about going for a XXXX mortgage, I was then transfer to a XXXX XXXX I told him what I was looking to do and he asked me to send him my last mortgage statement a drivers licence and SS card which I did. I never heard from XXXX XXXX again. I was being sent emails from a XXXX who would send me documents and I first saw that my new mortgage was about XXXX XXXX which was about 6,000.00 higher then my existing mortgage the monthly payments would decrease about 100.00 dollars. I told her that was not acceptable I read that on a XXXX there would be not costs. She said she would check on that and get back to me, I agree and wait. Her next email was the new mortgage would be approximately XXXX and my monthly payment decreased almost two hundred dollars. I asked about my escrow and she told me XXXX XXXX XXXX XXXX would issue a check to me, and I did not a payment foe XXXX. The next email was they would send a notary to my home on XXXX XXXX XXXX. This was the first time I realized XXXX XXXX XXXX was not the Mortgage company. When the Notary who came to my home was explaining all the doc 's to me I asked her about my escrow account she went over the seller and buyer doc and explained the escrow was removed from one column and added in the other the old escrow would be sent to me directly. On XXXX XXXX XXXX a check came from XXXX XXXX XXXX XXXX for XXXX. there was XXXX in my escrow account. When I called XXXX XXXX XXXX the told me that Loan Care shorted them their mortgage payment that was due and the took what was needed from the escrow. I ca n't imagine why a XXXX mortgage wold cost me XXXX
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| 08/18/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
CFPB Consumer Financial Protection Bureau Date : XX/XX/XXXX What happened? In XX/XX/XXXX we closed on our home. We were offered a mortgage payment that fit our budget and moved forward with the purchase of our home. In XX/XX/XXXX we were notified that our house payment would increase by 39 % due to what the mortgage company referred to an escrow shortage. I am familiar with what I would call a normal and explainable increase in taxes and/or insurance that could make the mortgage payment go up or down but not by 39 % for one year and then, for the life of the loan 16 % which would now make our home unaffordable. It is most likely, had these numbers be accurate from the point of origination of the loan, we would have not qualified!
I believe the mortgage company and/or the servicing company is not being honest with the mistake that was made at the origination point of our loan. This mistake was through no fault of our own and has jeopardized us being able to keep our home! We have lived in our home less than one year and find ourselves in an awful position. We moved from our home of 15 years, moved our kids and established new neighbors and friends. This has created an unbelievable amount of financial stress for my family with no explanation from either the mortgage company or the servicing company as to why such a large increase? I would like to believe that someone made an honest mistake but Im left to believe that this mistake was intentional, fraudulent and predatory in nature. Our finances are suffering ; credit worthiness is dropping because of someone else mistake. Your attention in this matter is appreciated. Sincerely, XXXX XXXX
|
| 02/07/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Hello, Recently my FHA loan was transferred to LoanCare, XXXX from XXXX XXXX XXXX in XXXX of XXXX. It appears that they are trying to illegally obtain additional escrow " padding '' payments. It is my understanding that only XXXX of the total anticipated annual disbursements are able to be required by the lender as a cushion at the beginning of the year before escrow payments are made throughout the year. Which in my case would be an {$800.00} cushion as I have {$4800.00} in total yearly disbursements.
On XXXX XXXX XXXX I received an annual escrow account statement telling me that I have an escrow shortage and telling me that I need to add an additional {$390.00} to my monthly escrow payment to make up the shortage even though I have {$860.00} currently in my account. This would bring my total monthly escrow payment to about $ XXXX/mo. Which would result in over {$8800.00} at the end of XXXX when you add in my current balance. It appears that they are requiring me to keep a full 12 month cushion in the account instead of the maximum federal law requirement of XXXX of my total yearly disbursements as previously stated above.
Under XXXX XXXX XXXX my monthly payment was XXXX and nothing has changed in terms of my yearly escrow disbursements. Under LoanCare they are increasing my monthly payment to XXXX to make up for what they are calling an escrow shortage which is clearly unlawful since it is requiring far more than a 2 month padding for the year.
I have contacted LoanCare multiple times and they are unwilling to resolve the issue and keep saying I have an escrow shortage. Please advise on how to resolve this problem Thank you XXXX
|
| 01/29/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I am writing to document a formal complaint against XXXX and LoanCare mortgage servicing companies.
Recently, XXXX ( XXXX, XXXX ) purchased my mortgage from my previous lender, LoanCare ( www.myloancare.com ). The transfer process has been very frustrating ; consumers should not be collateral damage in the loan transfer process, particularly given the fact that consumers do not consent to the buying and selling of their mortgages. This has created an incredible amount of work for me and wasted a lot of time, and this clearly has been the case for others too, as evidenced by XXXX ' reviews and LoanCare online.
On XX/XX/XXXX, payment from XXXX to LoanCare went through for the remaining principle ( based on a XX/XX/XXXX calculation ) for my mortgage ; however, on XX/XX/XXXX, LoanCare also auto-drafted the monthly payment from my checking account. LoanCare does not have record of this on my online profile and they have not forwarded this payment to XXXX as both companies have said they would through the transfer process.
XXXX now has sent me to a debt collector for failure to pay my XXXX payment and plans to auto- draft double my monthly payment from my checking account on XX/XX/XXXX.
This is unacceptable, and has to stop. Consumers rights need to be protected during the home buying and selling process and the onus of record keeping should not fall to the consumer, the innocent bystander in this process.
To make matters worse, neither LoanCare nor XXXX offers customer support on the weekends. I work a very busy job with long hours and am not available to troubleshoot and clean up the mess that XXXX has created during the weekdays.
|
| 01/04/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I was reviewing my payment history with Loan Care AKA XXXX and I noticed on XX/XX/XXXX that in the amount paid column there is a figure of {$220000.00} when I questioned this with Loan Care they were unable to answer my question and forwarded it over to Payment investigations for review. I purchased my home in XXXX for {$180000.00} so this amount is puzzling to me as I have never seen any paperwork with this amount on it. I did go through a modification XXXX but was never issued any disclosures. I was only provided paperwork to sign and return. I am trying to figure out what this amount is as I have never seen it anywhere before, my current balance on my mortgage is {$120000.00} and my home appraised for XXXX in XX/XX/XXXX and they are still requiring me to pay Mortgage Insurance which is only if the LTV on your home is over 80 %. 80 % of XXXX is {$190000.00}. I feel as though something is not right with this. I want to be treated fairly and feel I am being overcharged by having to pay MI and I also do n't understand where this figure of {$220000.00} is coming from as I would NEVER agree to that. I work in the mortgage industry and am aware of how mortgages work. Can you please look into this and advise me of anything you can find out. Loan Care is unable to provide me with an explanation as to this figure. I 'm concerned that I may have been taken advantage of as the balance of my mortgage is well below 80 % LTV and I am paying MI in the amount of XXXX per month and also what is the {$220000.00} figure that is showing up. My initial loan amount was {$170000.00} and the purchase price of my home was {$180000.00}. Please advise Thank you
|
| 11/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have been in forbearance with Loan Care since XX/XX/2020 and ended the forbearance at the end of XXXX 2020. Upon their request, I submitted the required paperwork 60 days prior to the forebearance ending to find out what our options were to start paying the mortgage again. After numerous calls and different information given to me each time, we received a modification in the mail XX/XX/XXXX. I then called again on XX/XX/XXXX asking what my other options were since the modification was not even something to consider. I was told the send back the modification offer with a letter stating that I was declining the offer and wanted to defer the 6 months payments to the end of the loan and begin paying the regular mortgage amount due. I think called the following week and they confirmed it was received and in review which would take a few weeks to complete. That is the final conversation/correspondence that I have had with them until today. Since I gave them a month to finish the review, I called today to find out what the status is since I have not heard anything and I'm no longer able to log into our account. I was then told that we were denied the deferment due to the fact that our loan was transferred to them in XXXX from our previous mortgage holder. I then asked to speak with a supervisor, and was on hold for over an hour to be told that no supervisor was available and that I should receive a call back in a couple days. Each time I have been told that I never received a call. Our mortgage is backed by XXXX so per the Cares Act we should have the option to defer these payments but I just continually get jerked around by this company.
|
| 03/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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First of all My loan was sold from XXXX to XXXX XXXX. I did not know where to send payments so I saved them. In XX/XX/XXXX i contracted XXXX. And lived off of these payments. My mortgage went into foreclosure, i talked to the attorney 's office that filed the forclourse, XXXX XXXX XXXX, because I owed a low amount, I told them I wanted to sell the house and pay off the mortgage they told me this was a great plan, because of covid they couldnt forclose while I was living there. I put the house up for sell, had a buyer moved out, then they filed for forclourse with an aution and 20 day eviction. My buyer backed out. So i filed XXXX XXXX bankruptcy. While this is going on squatters moved in, trashed house, which I then had to clean and repair, put house back up for sell. I knew I couldn't continue to afford bankruptcy. So Ive agreed with attorney to drop it. I currently have 2 offers on house for more than I owe, but XXXX XXXX, Loan care, and the attorney 's group representing them refuses to work with me or allow me to sell it. Since XXXX I have paid over XXXX for this home, after spending over XXXX. In attorney fees and repairs Im broke, I have XXXX XXXX and working is becoming more difficult every year. I dont have rent for this month so may need to move back in home, or i will be XXXX at XXXX XXXX XXXX. I don't understand why they are refusing to let me sell it when it would pay them in full including all the additional fees which increase by the month, and would allow me to live somewhere else. I was told that ir " might '' be because the company would make more reporting it as a loss due to covid than me repaying them in full.
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| 02/09/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My mortgage company, Loancare, purchased my loan from XXXX. My XXXX monthly payment went up {$400.00}. When I called Loancare, I was told that an escrow analysis was conducted in XXXX of XXXX. At that time it was determined that there was an escrow deficit in excess of {$3000.00}, which is beyond the normal course of affairs. Neither my taxes nor home insurance went up enough to cause that kind of deficit. I first called Loancare and emailed them with my issue on XXXX XXXX, requesting a full escrow history analysis. In the intervening time, I have been promised on XXXX occasions that a supervisor would be in touch that day or the next day, only to have that not occur. For two weeks, it was impossible to stay on the line and wait for an agent -- XXXX had to opt for a call back, which made it difficult to communicate with Loancare. Between XXXX XXXX and now, I have had the following information given to me agents/supervisors only to have the next XXXX refuse to acknowledge and confirm what was said : 1 ) XXXX agent, looking into the matter, indicated that it seemed that when my loan was purchased incomplete escrow monies came over and escrow monies were erroneously applied to principle ; 2 ) I had a supervisor last weekend explain that every payment I have made is being manually readjusted ( even dating back to XXXX before Loancare bought the loan ) -- the following agents have refused to confirm this ; 3 ) I was promised that the situation would be escalated to upper management and that I would be receiving a phone call on XX/XX/XXXX. That day has come and gone, as is par for the course with Loancare and how it seems to do business.
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Our mortgage loan had been with XXXX, however as you know they went our of business and our loan was transferred to XXXX/LoanCare. This transfer ocurred in XX/XX/XXXX as my memory recollects. I am a XXXX military Veteran and never expected for this to happen to us. On our original loan with XXXX XXXX, Az originator of the loan we did not include escrow as part of our terms as we put down 30 %. In XX/XX/XXXX when our loan transferred to LoanCare they started adding the property taxes to our monthly payment and we were not aware of this and we continued to give the regularly monthly payment of {$580.00} -- - causing us to be counted as late due to the incomplete amount of the now payment of {$640.00}. LoanCare increased our payment by {$52.00} for the monthly property taxes. In addition this now has been reported to the credit bureaus giving us a negative report and reporting us as being late. On XX/XX/XXXX we sent in an amount of {$1500.00} that we did not know what it was for, however Loancare told us we needed to send that in to keep our account current. Then on XX/XX/XXXX we were told we needed to send another {$1300.00} to cover 3 payments. I am not sure what all of this needed to happen but I would like to know where all this money has gone and for what?
This is not fair. We have always understood that the terms of the loan can not change once the loan is closed. We need this to be fixed and corrected. Although, I do have to say, we have been giving the payment of {$640.00} which includes the property taxes.
Thank you for your help on assisting us to get the issue corrected as far as the late reporting on our credit report.
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| 07/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Hello - My mortgage account transferred from XXXX to Loancare as of XX/XX/2019. I made an electronic payment of {$1100.00} to Loancare through XXXX XXXX Bill Pay on XX/XX/19, but used the old XXXX account number, as I didn't receive a notice advising my account number had changed until after the payment was made.
This payment has not been posted to my mortgage account at Loancare as of XX/XX/19 despite various attempts to resolve the issue with Loancare. XXXX XXXX XXXX uses a processing company to deliver payments called XXXX ( also known as XXXX ) Bill Pay. A branch banker at XXXX XXXX sent XXXX Bill Pay electronic payment proof that the payment was made ( also attached the proof details to this complaint ).
After not getting anywhere calling Loancare directly, I worked with a banker at XXXX XXXX XXXX who placed several calls with me to Loancare and provided the proof details to Loancare. When the issue remained unresolved, on XX/XX/19 a case was opened at XXXX XXXX and a Bill Pay Resolution specialist got involved. I placed a series of calls with this specialist and Loancare, each time being advised the issue would be escalated and resolved. On XX/XX/19, Loancare provided ticket number XXXX when XXXX XXXX XXXX once again sent proof details along with a request to post to the correct account.
We then followed up with Loancare on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX each time being advised a supervisor would call back but either we did not get a call back or received a call back saying they would follow up again but not following through.
I'm opening this complaint as a last resort.
Thanks for your assistance.
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| 02/16/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XXXX of XXXX, I received an escrow reimbursement check from LoanCare because they said we had an overage in our escrow account. I called them and explained that they needed the money in my escrow account to pay my summer taxes and sent the funds back to them to deposit into my escrow account. When I received my XXXX year end statement from LoanCare, I realized that they never paid my summer taxes from my escrow account. I called on XXXX XXXX, XXXX to ask them why and they said that the issue would be resolved by XXXX XXXX and that someone would call me by then to let me know. When I had n't heard anything by XXXX XXXX, I called again. I was told that the claim was never submitted and that they would send it to their tax department and have it expedited. They said it would be resolved by XXXX XXXX and that someone would call me. When I did n't hear from anyone by XXXX XXXX, I called back again and explained my situation again. I was told they would send it to the tax department and have it expedited. I reiterated that they were the third person to tell me this and asked how I would know that it was going to get resolved. They apologized and PROMISED to call me by XXXX XXXX and that it WOULD be resolved by then. By XXXX XXXX I had n't heard anything and called back for the fourth time. I was given the same story and I then asked to speak with a supervisor. I was told that the supervisor XXXX XXXX would call me within the next 24-48 hours. It has now been almost three days and no one has called me. Six days ago, I requested an advocate through LoanCare 's website to help me get this issue resolved but have not heard from anyone.
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| 01/21/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
Servicemember |
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On XX/XX/2019 XXXX XXXX XXXX assigned my mortgage note to LOANCARE , LLC without my consent to do so. Since XX/XX/2019, LOANCARE , LLC has continued to ask for payment for an alleged debt. I am a veteran buying my first home and the mortgage company took advantage of the fact that I was unaware of their constructive fraud giving to me in a contract. That is a violation of the FDCPA [ 15 USC 1692 ( e ) ]. I have disputed this debt for by the rules of the FDCPA, TILA, UCC, and the company still chooses to provide negative statements to my credit report. Willingly and knowingly providing false and misleading information is direct violation of congress. I did not sign a contract with LOANCARE , LLC. I made no agreement with LOANCARE , LLC. My note was given to the company by way of Identity theft for the securitization on my note. This is an unauthorized use of my SSN and personal identity upon the company. I have been harrassed by LOANCARE , LLC. They have left notes on my door, claiming that I am the borrower and I need to call them. The term borrower is not defined in the FDCPA, and that is because I am the creditor. I am the one who extended my credit through the note and these companies are playing with. At one point the company had an attorney contact me claiming that I owed an alleged debt to LOANCARE , LLC. There are no attorneys. Then the communication stopped. The actions taken by this company has caused me a great deal of stress, financial burdens, and hardships. I have taken the action to bring LOANCARE , LLC in suit for their direct violation of these laws of congress [ 15 USC 78ff ( a ) and 15 USC 1692 ( e ) ( 3 ) ].
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| 04/14/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have a home loan through Loan Care. This company keeps returning my payments no matter how I have tried to pay them. I have several returned payments in my possession that need to be applied to my account but Loan Care keeps returning them to me. I have even had my bank try and submit payments for me and they keep getting the wires and payments returned as well. I am being told that it is not the full payment this is why they are returning so I have sent a copy of the Illinois Law 205 ILCS 635/5-8.5 stating that even if a person is behind on their mortgage the loan company still is required to take payments as long as there is a full month of payments trying to be submitted. I currently have 4 full monthly payments in my possession with another being ready to have as well that I can not get this company to take. I am getting no assistance from them when i call their number and when they call me it is just a recording stating to call them. I have reached out to my state representative who is also been trying to assist me with this problem per direction from my bank. I dont know what I am to do and this problem is just getting worse as time goes on. They are sending people to my home to several times a week to confirm it isnt vacant and charging me fees each time. The lady reported I am there and have been cooperative with here and they insisted she post an abandoned notice on my door. She advised me as well to reach out to someone as well because she didnt understand why she was still being instructed to do all these things. I need help since this company is clearly doing things that they are not suppose to be doing to people.
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| 12/03/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Since XX/XX/2023 there was a cyber attack on XXXX XXXX, which in included our mortgage company- LoanCare- XXXX. I was NOT notified of there even being an issue by our mortgage company until XX/XX/2023. The email does not even include ANYTHING pertaining to the cyber attack or that my information was leaked on the darkweb. The only thing mentioned in the email was they updated their systems for a new customer experience, they are back online and if you have been unable to timely make your payment due to the system outage, no late fees or negative credit reporting will be incurred. My personal information was leaked from what I found out and I still have yet to be notified of this and it is now XX/XX/2023. I still have yet to be able to pay my mortgage for XX/XX/2023 and now XXXX is due. I was forced to use the XXXX payment money to be able to pay my other bills due. We are already struggling as it is, I cant afford to sit on money when other bills are due. This has put me in a huge predicament. VERY disappointed how all of this has been handled and I dont have clue what information of mine was leaked! I have called, tried going online, I have followed groups on XXXX of everyone else having the same issues. This is TERRIBLE!! I have contacted the Texas attorney general, put in a complaint to the XXXX and now contacting CFPB for help with this HUGE problem. The website is STILL down. I check serveral times daily to no avail. This is has been VERY poorly handled. This is NOT the first time Loancare has had information leaked/hacked. The stress from this has been horrific. There are class action suites against this company as well.
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| 08/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi : Incorrect payments, Misleading Payment settlement, Refusal to send Payoff I was sent a notice that my payment obligation is transferred but this provider and their system is not prepared at all to handle this transfer and servicing.
I continuously observe lapses in all the tasks.
1. Loancare did not credit the money properly after transfer. I had to followup to ensure the money and i was informed then that they a new account number which they did not inform, marking as delayed payment 2. Loancare unauthorized escrow payments disbursal, multiple times for the same service. This resulted in huge inconvenience to followup for cheque reversal.
3. Payment disbursements were effected in duplicate and 6 weeks before due date 4. Following this, I had sent at least 20 emails and 15 telephonic calls and I was not able to reach the customer service. With those who i managed to talk, do transfer me to the right contact who never will pick up the phone. My issue is still unresolved and time is now 6 weeks past 5. I accidentally learned that my last payment is placed under suspense account, triggering interest payments with no information. I hear that they are charging me interest of {$100.00} for the money that was not received, but placed in the suspense account. Repeated calls to customer service were not received nor call back.
6. I have submitted multiple request for pay-off statement and they did not perform. They say 24 hours but it has already passed 4 days with no attention.
Such consistent failure has fueled doubts in their capability and strongly suspect of their integrity in delivering accurate amount without fees.
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| 07/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I went in on XX/XX/XXXX to make my mortgage payment through the online payment system for LoanCare , LLC and they blocked out that date not allowing me to make a payment and blocked out the XXXX, and XXXX so I couldn't make a payment and they start charging charging a {$5.00} fee and when trying to call them on Monday to get this fee waived and all number I called sent me to an automated system. I was not able to get a live person on the phone. I don't see how it is legal to start charging a fee when when they go in and block dates keeping you from making your payment. The folks in other departments are not able to hook you up to a live person in the mortgage department. This company needs to be investigated for extortion by blocking dates so you can't make a payment until their fee kicks in. At {$5.00} a person and they have 1000 people that try to make a payment between the XXXX and XXXX so they can charge their fee is an extra is an extra {$5000.00} of extortion money. If you have any questions or need anything further please do not hesitate to contact me. Know that I DID NOT take a mortgage out with this company, my mortgage was sold to them so this company is not a company I chose or would have ever chose as I do not feel they are a responsible respectable company. They're crooks at a company that they don't give you a phone number to reach an actual customer service person. Know that I also have a paper trail to prove that I went in on XX/XX/XXXX to make a payment as well as sent them an email to every email address I could find dated XX/XX/XXXX. I went ahead and put a check in the mail today to avoid their {$5.00}
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| 02/12/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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I am a XXXX yr old, 3rd generation homeowner who is having her home stolen by fraudulent and wrongful foreclosure and have the paperwork to prove it if someone could please help XXXX XXXX before my home is taken for good. These documents clearly show that Loancare, its attorneys XXXX XXXX XXXX, XXXX, XXXX XXXX, and XXXX XXXX, are all involved in some manner in this fraud. Loancare and XXXX XXXX XXXX are caught by the lies that they have created. Attached is the real servicing letter I received on XX/XX/XXXX from XXXX to XXXX. The fabricated document created by Loancare ( dated XX/XX/XXXX ) is a lie that appeared on XX/XX/XXXX and exposes the fraud. This letter appeared on XX/XX/XXXX after Loancare fraudulently obtained standing and summary judgement. It appeared with the change of Loancare to XXXX and was created for the sole purpose of backing Loancare 's Lie that they had the original note XX/XX/XXXX. But their lie backfired and exposed them because a genuine true servicing letter would have been from XXXX to Loancare certified with a stamp from the U.S. Postal Service on that date of XX/XX/XXXX. This shows that Loancare and its attorneys lied about their backdated assignment, their fake copy of a Note ( that was never attached to the complaint and didn't appear until XX/XX/XXXX ) The new evidence I have presented to the trial court of the fabricated letter I received XX/XX/XXXX along with the XX/XX/XXXX recorded transcript of my conversation with XXXX ( the real and missing servicer ) stating that XXXX XXXX was the investor not Loancare should allow the courts to prevent my home from being fraudulently foreclosed upon.
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| 01/11/2024 |
Yes |
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- Trouble during payment process
- Fees charged
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Web |
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On XX/XX/XXXX I received a letter from LoanCare stating that they do not have proof of hazard insurance, in which I ignored the letter because I knew that I had closed escrow on XX/XX/XXXX with XXXX XXXX XXXX XXXX with proof of insurance.
On XX/XX/XXXX I received another letter second and final notice, at that point I contacted them and sent them the proof of insurance from XXXX.
On XX/XX/XXXX I received a letter from LoanCare stating that the insurance will not suffice and that I had 30 days from the date of that letter or LoanCare will obtain their own coverage.
On XX/XX/XXXX I obtained insurance with XXXX effective XX/XX/XXXX and had them sent the clause to LoanCare.
On XX/XX/XXXX I received a letter from LoanCare stating that they charged me {$560.00} against my escrow account because they placed their insurance from XXXX.
I called LoanCare several times to dispute the {$560.00} charge against my escrow account, following dates.
XX/XX/XXXX no name rep...
XX/XX/XXXX spoke with XXXX employee # XXXX, said someone was going to call me back...
XX/XX/XXXX spoke with XXXX, was advised the same thing...
XX/XX/XXXX spoke with XXXX, told me the same thing...
XX/XX/XXXX spoke with XXXX, was told the same thing...
XX/XX/XXXX Spoke with XXXX employee # XXXX he escalated to XXXX employee # XXXX he escalated to get a case XXXX assigned...
XX/XX/XXXX XXXX employee # XXXX, told me escalation was received and waiting on insurance department...
XX/XX/XXXX XXXX called with decision, they dont agree to refund and will keep {$560.00} charge ....
Fax # XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Virginia XXXX, VA XXXX
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| 09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019 I made my XXXX mortgage payment via online banking to my Loan Care mortgage. This money left my checking account on XX/XX/XXXX but the payment was never posted to my mortgage with Loan Care. Several weeks later I received a notice from Loan Care that my payment was past due and I paid it again immediately.
I then requested that the missing payment be applied as well. I initially started this process with my bank who sent the payment to Loan Care electronically. They called, mailed, and faxed the payment confirmation information multiple times each to Loan Care but nothing happened. In XXXX I started working with Loan Care myself directly. I have called and emailed more than 20 times with proof of the electronic payment since that time.
Every time I have called customer support ( most recently on XX/XX/XXXX ) I have been told by the support specialist that my proof of payment was received and that they will be posting the missing payment to my mortgage. And that I should see the payment posted the following day. I have been told that since early XXXX and I still have not seen the missing payment posted to my account.
I have submitted everything needed to prove this payment was made but not posted to my account. I have submitted my bank statement showing the money left my account. I have submitted my mortgage statements showing the payment was never posted. And I have submitted Proof of Electronic Payment with a Case ID, credit trace #, batch # and file trace # showing the money was received by Loan Care.
Can you please help me get Loan Care to post this payment to my account or refund me this money?
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| 10/12/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I filed and completed a Deed in Lieu of Foreclosure in XXXX with XXXX. They also issued a XXXX " Cancellation of Debt '' which was recorded on my XXXX IRS Tax Forms. XXXX was negligent in filing the Deed in Lieu of Foreclosure documents with XXXX XXXX Assessor of Property and Tax Accessor 's Office. The Clerk 's offices show that I own the property at : XXXX XXXX XXXX XXXX, TN XXXX free and clear of any lien and that the property is deeded in my name. I believe this to be in error because I ca n't fathom the lienholder willing to give me the property mentioned herein, especially after filing and both parties agreeing to Deed in Lieu of Foreclosure. XXXX or XXXX XXXX XXXX transferred service to LoanCare. I have requested and have proof of my request to communicate in writing, via email. They refuse to do so. They also do not want me recording the phone conversation if I call. My preferred method of communication is email.
Furthermore, XXXX called me on XXXX XXXX, XXXX, she stated the following in speaking to both my wife and I on speakerphone : 1. In 30-60 days, when everything is finalized, LoanCare will record the " account settled and nothing due '' on my credit history.
2. In 30-60 days, LoanCare would file the proper Deed in Lieu of Foreclosure documentation with XXXX XXXX Tax Accessors Office and XXXX XXXX Clerk 's Office. As previously stated via email on XXXX XXXX XXXX, those offices ' records show I own the property free and clear of any lien with the property in my name. These issues are to be fixed in the 30-60 day timeframe.
3. I am to email a copy of the XXXX XXXX Tax Statement to LoanCare for payment.
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| 09/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I. Purposely, granted original Forbearance period to start after 2 month delinquent status XXXX XXXX XXXX XXXX XXXX. Applied in XXXX XXXX, Forbearance Application completed XX/XX/XXXX stated in a letter dated XX/XX/XXXX? Started XX/XX/XXXX, ( 6 months application process ).
II. Request for all loan history ( prior to acquisition XX/XX/XXXX ) including payment, promissory note, etc. honored only in part.
III. Discouraged financial management of account by : * Discriminated against by removing access to online services, e.g. Online payments, account history, etc. Had to phone in all payments, waiting on hold for hours, disconnected often * Phone conversation resolution, reporting of status differed with each representative, and refusal of conversation recording.
* Not clear what kind of agreement or type of forbearance ( i.e.
COVID/unemployment ) I was under at any time following XX/XX/XXXX.
* Sent Default Notice XX/XX/XXXX after unable to accept XXXX XXXX offer ( monthly rate exceeded my income by 107 %. ) And after paying full mortgage payments of {$2300.00} XX/XX/XXXX - XX/XX/XXXX.
* Requested proof for reasons for denial of resolution offers XXXX.
delinquency period disqualification with payment history.
* XXXX XXXX XXXX XXXX ( XXXX ) not given access to. Given several " Mitigation Advocate '' contacts in writing but denied access or communication with this single point of contact. Forced to discuss with new representative each time with a different status of my account reported. To date I have no idea if my house is in foreclosure, default or status of the current completed assistance application
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| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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In short I went to pay my mortgage on the XXXX of XX/XX/ and was not able to make payment because the website was not working. I thought nothing of it as it said try back later. A few days later I tried again and got same message. At this point I called on the XXXX and talked to an agent telling me the that XXXX XXXX XXXX was cyber attacked and it affected LoancareXXXX XXXX mortgage XXXX I was shocked because there was absolutely no communication with us as consumers. I had to go find facebook groups and reddit to actually get information on the issue. We did not receive and email, phone call or letter explaining the situation. As the XXXX of the month of XXXX approached many people started to panic as to if they should make a payment to a new website were they were asking us to give our banking information. Many people obviously were very hesitant because once again we got no communication. We were informed there will be no late fees or credit reporting during this time, but again this was only by word of mouth from other customers as we could not get through to talk with anyone on the phones as many of us were hung up on every time we called. We have no idea if our identities or banking info or anything else that goes along with this has been compromised. We as customers deserve to know what was going on and the way this situation has been handled is absolutely awful. We still at this time XX/XX/ are left out in the dark with what is actually happening. Most of us are just hoping our payments were accepted and some are just waiting in out in hopes it will get fixed and they won't be held accountable for not paying.
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| 02/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX website showed payment successful, did not let us fix typo, then 7 days later charged erroneous {$25.00} fee. Loan Care refuses to communicate.
On XX/XX/2021, we used the loancare.com website to pay my mortgage payment of XXXX due XX/XX/2021. We made and immediately recognized a typographical error in the bank account number for the ACH transfer. Loan Care 's low-quality, XXXX website did not give me the option to correct the typographical error in the account number. My co-borrower and I tried twice to contact Loan Care to fix the account number, but Loan Care refuses to respond to our attempts to contact them.
Up until today, XX/XX/2021, the loancare.com website showed in the payment history that the XX/XX/2021 payment had been made successfully. It showed " XX/XX/2021 '' for the next payment due, and would not allow us to make the XX/XX/2021 payment again with the right bank account number.
Today, the payment history on the loancare.com website changed and showed " BadCheckReversal, '' but did allow us to make the payment for XXXX again with the right bank account number. To our surprise, when we went to pay the {$3400.00} payment for XXXX today, the website forced an additional {$25.00} " NSF '' fee on us without our consent, and forced us to pay {$3400.00} instead of the {$3400.00} we owe. Loan Care has not responded to our attempts to contact them.
This {$25.00} NSF fee is not right. We did not agree to it. We want it reversed. We also want Loan Care to reply within a reasonable time ( i.e, within 1 business day ) when we contact them. Could the CFPB please help? Thanks! XXXX XXXX and XXXX XXXX
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| 09/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a letter at the beginning of XXXX from mortgage company Loancare , LLC stating that I did not have flood insurance on my property. I do have flood insurance separate from my homeowner 's insurance. I uploaded Insurance documents on XX/XX/ to the portal and received email verification that they were received.
On XXXX I was notified that my Escrow account had disbursed {$2700.00} for flood insurance purchased by the lender since I did not have my own. I uploaded coverage documents to the online portal on XX/XX/ and again received an email notification that the documents had been received.
On XX/XX/ I contacted My Loan Care by telephone to follow up. After being placed on hold for over an hour and being transferred to several people I was told I needed to upload documents to prove coverage. I stated I had done this on XX/XX/ and XXXX The representative 's response was " sometimes it takes a few days '' so I should resubmit the documents and call back another day. I requested an email to submit the documents to since uploading them had been unsuccessful, despite my having received two separate emails confirming receipt. I again submitted the documents by email XXXX
On XXXX I logged in to check the status. The information still had not been updated, nor the escrow disbursement reversed. I AGAIN uploaded the documents to XXXX on XXXX. Once again I received an email confirming the the documents were received. I plan to follow up by phone again next week, but given the history of poor communication, fraudulent escrow disbursement and lackadaisical attitude of employees this incident should be investigated.
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| 09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan owned by XXXX was sold to LoanCare in XX/XX/XXXX. Payments were made to LoanCare in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX I was notified that I was behind in my mortgage payments. It was discovered that the payments were submitted to LoanCare with an incorrect account number provided to me by XXXX. I provided bank statements showing payments made to LoanCare, the amount and the account number submitted. LoanCare opened a research ticket to try to locate the payments. That ticket was closed and in XX/XX/XXXX I was notified again of my mortgage being in default and was approached with a loan modification. I called LoanCare in XX/XX/XXXX and explained the situation again to the representative and again emailed the bank statements showing payment. Representative stated she could do nothing about this and had to escalate to a supervisor. I continued to follow up with LoanCare monthly requesting status of the payments and each time a representative stated they didnt know what was going on and a research ticket would need to be opened. The most recent research ticket # with LoanCare is XXXX. I continue to request an update on this ticket, and I continue to get a response stating, Please allow more time for your request to be completed as it has been forwarded to the appropriate department for research and review.
Now my loan has been sold again to XXXX XXXX. I made my fist payment to XXXX XXXX and notified them of the situation as I am now showing in default with XXXX XXXX.
I have provided bank statements to XXXX XXXX as well showing the payments made to LoanCare in XXXX.
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| 10/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We obtained financing for our apartment, which is a unit in a cooperative building in NY, back in XXXX of XXXX and closed. Ultimately, the debt was sold off to another lender, then to another, before finally being sold again to XXXX ( with our loan being serviced by LoanCare , LLC ). By the middle of XXXX, we had paid off our mortgage in full. At this point, we had tried to obtain a home equity line of credit and discovered that we could not without having the original stock and lease certificate in our possession.
The original stock and lease certificate is unique to cooperative buildings and serves to provide the holder with the right to live in the unit. Without the original, the building can not authorize the sale of the unit. This was held as collateral by the lender at our closing and should have been released to us upon our payoff of the mortgage. We've had requests in for LoanCare and XXXX to provide us with our original stock and lease certificate for over a year now and have called repeatedly and frequently to get updates, reinitiate request tickets, and have just been given copies ( which are useless to us ). LoanCare and XXXX appear to have no idea of how a cooperative building works and never seem to understand why we need the originals. In recent months, they tell us they understand what we need exactly and continue to provide us with copies. At this point, it is clear to us that they do not have the original document and should be providing us with an affidavit of lost stock certificate to provide to our cooperative building so that they can issue a new one to us. However, they refuse to do so.
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| 02/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I bought my house for {$250000.00} and currently owe {$230000.00} on it. I realize that I do not have 80 % equity to remove the PMI, however I am confident that my house will appraise for {$330000.00} which will give me the 75 % equity that LoanCare requires in order to remove the PMI. On XX/XX/XXXX, I emailed the escrow department at LoanCare stating that my house recently appraised for {$330000.00}. I asked if I could submit that appraisal report or if I needed to order a reappraisal through them. I received an automatic response that they would get back to me within 5 business days and that my reference number is XXXX
On XX/XX/XXXX, I called LoanCare because I did not receive any follow up within the 5 business days. Customer service rep # XXXX apologized for this and said that he would make sure that someone wrote me back by the EOD on XX/XX/XXXX.
As of the morning of XX/XX/XXXX I still have not received any correspondence so I called LoanCare again. This time they said that they guarantee a response by XX/XX/XXXX. The customer service rep said that I would receive a denial or acceptance to remove the PMI. I explained to her that I do not currently have 80 % equity in the house and would need a re-appraisal. She said that I would have to wait to get a denial letter and that would explain how to file the paperwork for an appraisal.
I feel LoanCare is purposely making me wait 30 days before helping me remove PMI. In addition, I am upset that they never followed up within 5 days as their automatic email reply stated. Also, both customer service reps told me something different so what is the real policy?
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| 06/25/2018 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I opened my billing statement from XXXX XXXX XXXX XXXX/ LOANCARE , and found out that a drastic increase on my monthly mortgage payment from {$3400.00} to {$5600.00} statement dated for the month of XX/XX/XXXX. I was so stress out and could not sleep at all and have been sick since then. I had called the XXXX and when ever I call them I have to wait for 2 hours or more to get hold of someone. Called dates : I believe my first call was on XX/XX/XXXX, then XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX. I questioned the said increase and they open an escrow analysis on XX/XX/XXXX ( i think ) but they were saying that the said increase is correct. I sent an email to the company ( XXXX, XX/XX/XXXX ) and even received awknowledgment that within 15 days they will have an answer to my case. I have to call and follow up but they keep on transferring to differner people and ask me same question over again. I sent an email to another XXXX, XX/XX/XXXX and got an awknowledgment that within 48 hours they will get back at me. Unitl know XX/XX/XXXX I have no response from them I've been calling and providing the information and documents that they asked, still no definite asnwer. I feel I am not being heard and that I am being neglected. I hope you could push the company to make sure to prioritize the case because this was really their mistakes. They been charging me twice the actual property tax ( two parcels ) and been charging me of the late payment because I did not pay the {$5600.00} and paid only my corrected computation base on one parcel only whichis {$3600.00}.
I hope to hear from you soon
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| 02/24/2023 |
Yes |
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- Trouble during payment process
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Web |
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We found out in early XXXX that the company that we have our mortgage with, LoanCare, did not pay our homeowners insurance premium out of escrow for the 2022 year. We immediately contacted the insurance company on or about XX/XX/XXXX, XXXX XXXX, about whether or not they had received any escrow payments for the insurance. They notified us that they had reached out to LoanCare on multiple occasions over XXXX about the lack of payment and they said they never received payment or correspondence from LoanCare. We then asked XXXX XXXX for a new quote for insurance for XXXX and asked them to send that over for request of payment for the new homeowners insurance. LoanCare then paid XXXX XXXX XXXX for this new quote. We then received a letter on XX/XX/XXXX from LoanCare stating that there was a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX and that they were planning on charging us an additional {$3600.00} for this time period. The lapse of coverage was due to their negligence and the amount is about {$1000.00} more than what we had arranged with XXXX insurance for that time period that they neglected to pay them from escrow ( as requested by XXXX XXXX multiple times with no correspondence back from them ). We contacted them to discuss this issue, the lady that answered was extremely argumentative initially and then stated that " oh wait I see that you submitted documents covering the dates needed, call back next week and it should be resolved ''. Today, we received an email from the company after business hours that they had dispersed {$3600.00} from our escrow account and does not show to whom it was dispersed.
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| 08/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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To Whom It May Concern : I submitted a previous complaint to CFPB ( # XXXX ) which the mortgage company in question ( LoanCare Loan Servicing ) responded to by providing a letter ( dated XX/XX/XXXX ) to myself, and also to CFPB under aforementioned complaint, stating that all 30-Day late reporting during Covid-19 Forbearance ( from XX/XX/XXXX through XX/XX/XXXX months ) would be corrected/amended to show as current. That is, the 30-Day lates between this time would be removed from my credit reports. The letter also stated they would notify all Credit Bureau 's to inform them of the correction. On the following dates I initiated disputes with the Credit Bureau 's to update their records to remove the late reporting : XXXX ( XX/XX/XXXX, Dispute No. XXXX ) ; XXXX XXXX XX/XX/XXXX, Report XXXX. XXXX ) ; and XXXX ( I could not login to their dispute website and the dispute hotline kept booting me off ). I also spoke to LoanCare Customer Service Rep, XXXX XXXX, on or around XX/XX/XXXX, and she advised I initiate disputes with each Credit Bureau if credit report was not updated after 45-60 days of date of letter of XX/XX/XXXX. We are now on XX/XX/XXXX, 77 days after, and all credit reports have not updated my account information to remove the 30-day late 's being mentioned here. Due to this, I still can not apply to refinance my home in hopes of lower my payment, and take advantage of low rates. Please assist as I feel I can not get things resolved with Credit Bureau 's, or if my loan servicer has not reached out to Credit Bureau 's to correct this.
Your assistance will be much appreciated.
Sincerly XXXX XXXX
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| 01/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I was due an escrow overage refund of {$100.00} cents. Loancare, a XXXX XXXX, shows a copy of the check on my online account. The address is not entered correctly, and cut off important information so that the check could not be delivered. The check was never cashed. Loancare ignored this fact, and never reflected on my statement that the check was not cashed. I called customer service no less than 5 times over the past year to get a new check issued. Every time I called they told me they would take care of it. However, it never got resolved, and does not reflect on my account that they ever tried to reissue a check. The last response I got was that they were going to overnight a check to me on Wednesday, XX/XX/XXXX, and I would receive it on XX/XX/XXXX. Of course the check never arrived, and I got no information regarding the check being mailed with tracking information through my email, or on my account. I called again today, XX/XX/XXXX to check again on what the status was. I was told the check went out today overnight mail. I asked what carrier was used, and could I get the tracking number. The customer service representative couldn't tell me who the carrier was, or what the tracking number was. I asked to speak to a supervisor, and was put on hold for 20 minutes before I realized they didn't intend to pick up my call. I fully believe that Loancare is committing financial fraud by hiding refunds from customers. If I wasn't savvy enough to keep pursuing this, they would certainly be keeping the money. How many other customers have they cheated? I am sure I am not alone. XXXX XXXX XXXX XXXX.
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| 08/01/2019 |
Yes |
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- Trouble during payment process
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Web |
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A late 30-day payment mark on my credit report for XX/XX/2019 should not have happened. We contacted Loancare on XX/XX/XXXX, via recorded phone call, to make a payment arrangemet in advance of the 30-day late date. We were told on that phone call by a representative that we would be able to take our XX/XX/XXXX payment and spread it out over six months so that we would not incurr a late payment charge. It was also explained that we could move our next payment date to XX/XX/XXXX. We were assured on this recorded phone call multiple times that this would bring us current and we would not incur any penalties or negative marks on our credit report.
On XX/XX/XXXX, after this phone call, Loancare issued a letter stating we would still owe a full payment by XX/XX/XXXX. This letter was sent via postal mail only and was not covered on our recorded phone call. This letter did not ever reach our home, nor would it have prior to the XX/XX/XXXX date - just 3 days after our phone call. Because of this we recieved a 30-day late payment mark on our credit reports that was due to decieptful and inaccurate information practices by Loancare.
Prior to this we had no late payments for the life of the loan with the company, nor any late payments on our credit report for over a decade. We attempted, in advance of a penalty, to resolve this with Loancare and assumed we had based on the recorded phone call. After multiple attempts to resolve this with Loancare, they refuse to discuss the matter, will not provide a copy or transcript of the recorded phone call, and refuse to correct/remove the 30-day late mark on our credit report.
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| 07/18/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2021 my mom passed away. I was the trustee on the account for the mortgage and the estate of my stepfather to take care of my brother. The loan was automatically debited from our bank account each month XXXX 's payment was missed due to financial hardship as my mom passed away XXXX came and I made a payment XXXX came and I made another payment XXXX came and I made XXXX payments then I got a letter from loancare stating that we were taking off of automatic XXXX and that we were alone I tried to communicate with him sending him all the papers that they requested I also tried to make payments for what they said the defaulted and they denied them. I was in communication with I was also in communication with loancare on numerous occasions asking exactly what they needed to be able to bring current I don't understand why we were denied as we were the only living children they also said that they had made my brother the executor of the estate and I just received a letter stating that that was a mistake in their revoking it now and it's 2 years later. Every time I speak to an agent from their office they give me different documents that they need that I've already sent I've sent all documents over six times for them to say that they can't read them they're blurry to I needed one more name change document to each time it's something different so I feel like I've gotten the run around and they're forcing us out of our home and my mom passed away during covid and my brother is XXXX and I am his XXXX. I went to the title company who has named my mom on the title for the loan company doesn't show her anywhere.
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| 11/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I purchased my home in XXXX of XXXX. My original mortgage payment was {$1000.00} on a 30 year conventional mortgage at 3.875 %. I received a break on my mortgage payments on the XXXX XXXX Assistance. I was originally told by my mortgage company that they were working out a Loan Modification for me that would put my missed payments to the end of my mortgage. They were only contacting me to request more documentation from me. I provided everything they had asked for on a timely basis. They told me that while this was being done that I could not make any mortgage payments during this process. They informed me that they would not accept any payments from me and if I were to provide them with any payments it would stop the modification and I would then be responsible for all of the arrearages. They were not in contact with me to let me know what was going on, they actually treated me like it was none of my business what they were doing. I kept contacting them to find out when I could make a payment, as I was well aware that it was getting further and further behind. I contacted them in XXXX and verified that they had all necessary documentation from me, which they agreed. I again questioned when I would be able to resume my payments and they told me that it should be by XX/XX/XXXX. Well, here it is XX/XX/XXXX and I again called them. I was informed that I did not qualify to have my missed payments put to the end of my mortgage, with a credit score of well over 700. My new payment would be over {$1500.00} per month at over 7 % interest. Supposedly, all conversations were recorded. I need to rectify this A.S.A.P.
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| 10/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My second mortgage was purchased by XXXX XXXX XXXX in XX/XX/2019. This is a down payment assistance loan that initially started out at XXXX. When the loan transferred to XXXX XXXX XXXX the balance on my loan reset to XXXX and my additional principal payments made ( clearly intended to go towards principal ) on loan were applied to interest. I've called multiple times with no resolution and receive a different answer each time. I also submit disputes through the CFPB, but in the response letters no one answers or the number is wrong. Loan Care is servicing the loan and will not assist with correcting the issue. My balance for this month is even doubled! They keep telling me that this is an interest only loan and any additional payment made will go towards interest. In the note it clearly states that I can make prepayment and they'll be applied toward principal. I spoke to my closing attorney and previous lender. The attorney reviewed the note and stated that prepayment can be made to reduce the balance. I am requesting that Loan Care research my prepayments on the old loan and adjust the new loan balance. I am also requesting that the payment amount be corrected before I make another payment. This is my last attempt before I file a claim with my local court and seek damages.I have made an extensive communication trail and find this to be unacceptable. Old Account ( before transfer ) - XXXX New Account ( after transfer ) - XXXX Both accounts were serviced by Loan Care. Please read the entire note and addenda. It states PREPAYMENTS CAN BE MADE TO REDUCE THE PRINCIPAL BALANCE. YOU MUST READ THE ENTIRE NOTE!
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| 02/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The lender sent two payments for property taxes one payment in XX/XX/XXXX and another XX/XX/XXXX due to an error by the county, The county reimbursed about 87 % of the money on XX/XX/XXXX. In the interim, mortgage company did an escrow analysis prior to receiving refund. My mortgage jump to an extra {$1400.00} a month. I have a fixed rate mortgage. I called the company around XX/XX/XXXX to asked them to redo the escrow analysis. The agent said he would put in the request and it should be done by XX/XX/XXXX. I checked on XX/XX/XXXX and it still had not changed. I called again the agent said the request was started but had not been submitted. She said it should be done by XX/XX/XXXX. I checked everyday since XX/XX/XXXX and there has been no change. I called the company again on XX/XX/XXXX and spoke with two agents and they see the refund made by the county but the second agent was confrontational after I became confrontational with her. I asked to speak with someone above her and she said no one was available and that someone would contact me within 24 hours. I have not heard from anyone yet. By the grace of God, we were able to pay the mortgage by XX/XX/XXXX but I checked this morning and it still has not gone down. I have a 3.25 % interest rate on a $ XXXX mortgage. My initial mortgage until XX/XX/XXXX was {$2000.00}. Now it is showing as {$3400.00}. My property tax bill was {$5900.00}. The loan originated XX/XX/XXXX. They are not being reasonable and I'm at my wits end. I've never been late on my first home of 13 years. This is my second home, to deal with this is not acceptable. I need help. Thank you.
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| 02/07/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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This complaint is in addition to my previous complaint, case # XXXX. We received a Notice of Final Judgment from LoanCare, informing us our property would be auctioned on XXXX XXXX, XXXX. LoanCare answered the prior complaint by stating they are no longer the holder of the promissory note or the servicer. They stated the note has been transferred and sold to XXXX XXXX. Furthermore, we were not served a Notice of Entry dtd XXXX/XXXX/XXXX as read in the court documents by XXXX law firm or by the referee, XXXX XXXX, thereby denying us our right of Due Process to Appeal or Answer to LoanCare 's allegations. We first recvd this Notice of Entry & Final Judgment on XXXX XXXX, XXXX via XXXX class mail. In my previous complaint, which you have on record, LoanCare answered by stating they are not the Servicer as of XXXX XXXX, XXXX. XXXX XXXX, who holds the Note and is the Assignment of Record is currently offering us loss mitigation resolutions, hence LoanCare is in violation of " dual-tracking ''. They are attempting to seize the property through illegal and unscrupulous acts. We find that LoanCare is in violation of 15 U.S. C1641 ( f ) ( 2 ) whereby servicers are under Federal obligation to disclose " true owner '' of the obligation. If LoanCare XXXX has sold the loan to XXXX XXXX, they why are they proceeding to foreclose on the property? LoanCare has not presented to us the original Note Affidavit of sell from XXXX XXXX to LoanCare, non-issuance of Commitment to Insure, non-issuance of Deed & Title Policy, non-issuance of Certificate of Release from orig. Title insurance, as we 've asked on numerous occasions.
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| 05/17/2019 |
Yes |
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Web |
Servicemember |
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I paid {$5200.00} on XX/XX/XXXX to XXXX. That was past due and 1/2 of XXXX 's payment. I paid {$350.00} on XX/XX/XXXX to XXXX, that was the second half of XXXX payment. I paid {$350.00} on XX/XX/XXXX to XXXX that was the first half of XXXX. I paid {$350.00} on XX/XX/XXXX to XXXX that was the second half for XXXX. I then saw on XXXX statement that XXXX had applied {$840.00} to " attny Adv Disb '' and {$190.00} to " Corp Adv. Disp '' this is incorrect. I contacted XXXX and was told the amounts would be corrected and they would put the {$1000.00} towards the remaining {$350.00} of XXXX and the rest towards XXXX. That is {$680.00} that should of been put towards XXXX payment leaving a remaining balance of {$25.00}. I made payments of {$350.00} on XX/XX/19 and XX/XX/19 directly to Loan Care ( who took over the mortgage ), both of which have been cashed by Loan Care which is a full months payments to use for XXXX. The only remaining balance that should of been shown is {$25.00}. It was then found that XXXX also misapplied a payment received of {$350.00} by putting it towards non existing late fees. This was suppose to be corrected as well ( Loan Care is who informed me of the payment being used towards late fees, XXXX is who confirmed they had fixed it ). With that correction, it would of XXXX XXXX out the {$25.00} and put {$320.00} towards what is due for XXXX. I have been on the phone atleast twice a week with Loan Care for the past 3 weeks trying to get this corrected still with no success. I just want it fixed so I can pay the remaining {$370.00} for XXXX and get set up on auto payments starting in XXXX.
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| 11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My mortgage is with XXXX XXXX and their service company is LoanCare. In XX/XX/2021, I went into contract to sell my apartment and on XX/XX/2021, my attorney submitted paperwork for payoff. My apartment is a co-op apartment in XXXX XXXX XXXXXXXX, so the original stock and lease must be presented at closing in order to complete the sale. LoanCare told us they need 4-8 weeks to process the documents for payoff. We are now at the end of the XXXX week and they still don't have to original stock and lease documents for closing. My attorney and I have contacted them repeatedly by email and phone and they say the case is escalated but still open. I was also told that they now need 3 - 6 months to process a payoff, which is absolutely unacceptable, as the buyer of my apartment may walk away from this deal and I'll have to start the whole process over again. Typically, when the stock certificate and lease are lost, the attorneys will issue an affidavit of lost stock certificate and a new one is issued. This happens all the time, but LoanCare and XXXX are refusing to do this and unnecessarily prolonging the closing. Yesterday, LoanCare said they they mailed the original documents to their attorneys in New York on XX/XX/XXXX, but their attorneys say they never received them and there's no tracking number. So were the original documents really mailed or are they just giving me the runaround. This should be a simple real estate transaction, but it's turning into a nightmare for myself and the buyer. I would like to lodge a complaint again LoanCare and XXXX. Attached is my and my attorney 's correspondence with them.
|
| 12/01/2017 |
Yes |
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Web |
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This company did a fraudulant activities again, and no wonder why thay have a lot of lawsuit, there employees are very ruid, and if you will call there toll free number there messages, will say, this is a debt collection agency, and we have the right to do this, etc, and im paying them on time, they should change there messages, this is harrashment to the consumer and the second one, is they took my {$1000.00} to my chase account as nuvients loans, and I dont have a students loand to them, there was a double payment to my mortaged to my account between XXXX XXXX, XXXX and XXXX XXXX, there employee is saying, that XXXX bank was the one who input the transactions by XXXX student loans borrower, biller id is XXXX this is there id user namer.
and it eas them who mess it up, I never even authorized them to get into my chase account Last two months, ago the loans was paid off, and I have refund of {$1000.00} for my escrow account, I even request for a supervisor, instead of I was on hold for two hours, from there employee, its two months, now they never return my refund, and I updated my address here in XXXX XXXX ca, They should give me that interest of the delays, theys said that they are not afraid of this institution because they are big companies.
XXXX XXXX, a bigger company, and they sent me my refund right away, and they added the interest of some delays, this company fraudulently used again my money, I know that you are helping a lot of home owners I hope that there fraudulent practices should be investigate, Its holiday and they are the one who is using my money Respectfully yours, XXXX XXXX XXXX
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| 02/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased a home on XX/XX/2020 through XXXX XXXX XXXX. A couple weeks later I received a welcome letter from Loancare/XXXX XXXX XXXX stating my loan was transferring to Loancare. I subsequently received a statement from Loancare for a XXXX payment ; attached. On XX/XX/2020 I paid Loancare {$2100.00} through XXXX XXXX bill pay. I later received a statement from XXXX XXXX XXXX for XXXX and XXXX ; after making some calls to Loancare and XXXX XXXX XXXX I learned that XXXX XXXX XXXX never transferred my loan to Loancare. I contacted Loancare several times and no one was able to find any record of me, my account or payment even though I had received a statement from them. I was able to get an email where I could send my inquiry. I then emailed Loancare and provided the welcome letter, XXXX statement, bank statement and ACH trace #. Loancare responded that I needed to provide my full bank statement and a proof of payment confirmation letter, which according to XXXX XXXX is not something that actually exists.They also immediately closed my ticket without waiting to get any kind of resolution to the issue. I called XXXX XXXX and they were able to email some proof of payment to Loancare with a reference to my ticket number but wouldn't send it to me. I sent a separate email to Loancare to confirm they received the email from my bank and they responded that they couldn't find me in their system and closed my ticket again without waiting to actually get a resolution. I don't know how they were able to issue a statement and now cant find any record of me and are unwilling to assist in returning this money.
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| 08/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019 my mortgage was transferred from XXXX to LoanCare. Immediately LoanCare issued a statement that I owed a back amount of $XXXX plus the current due amount of $XXXX for a total of $XXXX due as first payment.
The back amount is in error as all payments where current with XXXX. I have statements showing this.
I switched my auto payments over so the first payment due to LoanCare would be sent to them on XX/XX/XXXX and on the same date for following months.
For the following 3 months LoanCare did not credit my account with payments even though they had received them. I have bank statements showing the electronic payments made along with detailed payment transfer information supplied by my bank.
During this time I tried multiple time to contact their customer support to resolve this with the following the results.
Phone calls during their established hours result in being hung up on by the auto attendant after entering the loan information.
Attempts to create an online account to monitor my loan have been denied with a message to contact their customer support which multiple attempts at all number provided end in being hung up on after entering the account information required to get through the auto attendant.
On XX/XX/2019 I followed their instructions and mailed certified a package of support and letter requesting resolution to their Resolution Center which was signed for on XX/XX/2019. I still have not received a response as of XX/XX/2019 and their has been no correction to the account.
At this point LoanCare has refused to provide any viable means to work with them on resolution.
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| 04/26/2018 |
Yes |
|
- Struggling to pay mortgage
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Web |
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My husband and I started a construction loan through XXXX XXXX XXXX. In XX/XX/2016 it moved from a construction loan to a normal home loan. XXXX XXXX XXXX sold it off to Loancare. We were making our monthly payment. I asked on multiple occasions to have our payment date moved from the XXXX to the XXXX or XXXX. They kept telling me that I would have to submit the request via email. I did this on multiple occasions. We ended up getting behind. When I called to make arrangements the first time, they wouldn't let me speak with anyone because they continue to say that I am not on the loan and they can only talk to my husband. ( this is affecting my credit and it has always been a joint loan ) The locked us out of our online account access because they say we are way farther behind then we were. They made an unreasonable payment arrangement and when we request information about our account, they say we have to submit a request through email. I did finally receive a statement of our account from the beginning and if you add up the amount of payments we should have paid versus the money of money we have paid. We have paid them in full. They refuse to work with us, and just keep sending threatening letters telling us we are going to lose our home. We are willing to pay and trying our best to work with them but they are impossible. I have read reviews online and we are not the only people having ridiculous problems with them and I need help. We are never going to be able to buy anything ever again because of the damage they are doing to our credit. Yet they still claim that I have nothing to do with the loan.
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| 12/28/2022 |
Yes |
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Web |
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The purposes of this complaint are to : ( XXXX ) inform LoanCare and/or XXXX XXXX XXXX that I went to settlement on XX/XX/2022 and sold my home at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX the buyer, XXXX XXXX XXXX XXXX XXXX ) request that LoanCare cease all further foreclosure proceedings since the home has now been sold, ( XXXX ) request that LoanCare remove my former attorney, XXXX XXXX name and office address as the primary point of contact for my account. XXXX XXXX office address is XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX. Her cell phone number is ( XXXX ) XXXX and her office number is ( XXXX ) XXXX. Please note that XXXX XXXX is no longer representing me since the Declaratory Judgment and Order Quieting Title was issued by Judge XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX on XX/XX/2022. ( XXXX ) request that effective immediately, all correspondence from LoanCare and XXXX XXXX XXXX should be sent to me at XXXX Smooth XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX. I can be contacted on my cell phone number at ( XXXX ) XXXX and by E-Mail at XXXX ( XXXX ) request that LoanCare remove the cease and desist notice from my account, ( XXXX ) request that LoanCare remove all fees and penalties from my account retroactive from XX/XX/2022 to present due to submission of my previous request for forbearance on XX/XX/2022, ( XXXX ) provide a copy of my mortgage loan payoff statement to me by E-Mail at XXXX and ( XXXX ) provide two separate invoices for attorney fees, one related to the XXXX XXXX XXXX and a separate invoice related to the foreclosure that was prevented by the sale of my home on XX/XX/2022.
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| 10/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XXXX XXXX Loan # XXXX Loan SubServicer - LoanCare LoanCare LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX Complaint : LoanCare has put my account in delinquency without informing me. LoanCare is preventing me from getting accurate information about my account.
I have missed NO PAYMENTS!
LoanCare keeps sending me letters every month that I have missed payments ( which is untrue ). I have Certified Letter Receipts/USPS MoneyOrders Stubs fro every payment showing it was Signed for/received by LoanCare & money orders were cashed. I keep sending them certified letter disputing their claims. Attached copies of their letters.
Attachments : LoanCare Default Letters - 6 months LoanCare Confirmation Letter - Illegal increase of loan amount Example of my dispute letter - Qualified Written Request - Not Answered as required by Law Proof Of My XX/XX/XXXX/XX/XX/XXXX Payments. I have proof of all payments made.
When I try to access my account on LoanCare website - www.myloancare.com, I am unable to create my account ( error your information does not match records XXXX.
I have tried numerous times to call them on phone # XXXX, I have been put on hold each & every time ( 42 minutes/37 minutes/28 minutes/31 minutes ) & very often the call is disconnected!
I was finally able to get a call back on XX/XX/XXXX. But the agent declined to give me any information. She asked that I call back & get transferred to the Deliquency Department. She can not help me. ( Agent ID XXXX-Name XXXX - XXXX XXXX XX/XX/XXXX ).
I can not find out whats happening to my account & I have been unable to get any information from LoanCare!
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| 08/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
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Web |
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I fell behind on my mortgage after losing my job. I was forced to file bankruptcy, however I wanted to save my home. Loancare has evaded and blocked me from applying for assistance now since the beginning of 2016. I hired an attorney to help me deal with Loancare and they have been calling Loancare now for over two years. Loancare has told my attorney my loan had bankruptcy codes on it and they could not review me. This is even though my bankruptcy has been discharged almost two years ago. They then told my attorney the reason the bankruptcy codes are not removed was because they needed for my bankruptcy case to actually close. My bankruptcy attorney says there is no reason Loancare can not review and modify my loan. Loancare advised until the bankruptcy case was closed, which takes about a year they couldn't do anything. Finally my bankruptcy case was closed and my attorney applied for assistance. Loancare sent my attorney the attached letter denying the modification application with no reason. They claim the owner of this loan does not allow them to modify the loan. My attorney has a very experienced underwriter who actually deals with loan pool servicing issues often and he says this can not be true. Loancare should contact the investor and ask for permission. The constraints Loancare is talking about are old and those barriers are no longer in place. In addition, guidelines call for the servicer to make an attempt to contact the servicer to ask permission and Loancare has not attempted this. They simply have evaded review now for over two years and now want to foreclose my home after doing so.
|
| 07/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Due to the Coronavirus Pandemic, we chose the forbearance plan on our mortgage for 90 days. My husband and I were laid off from our full time jobs due to the pandemic. Once my husband returned to work, I called LoanCare to cancel the forbearance plan. It is IMPOSSIBLE to talk to a HUMAN on the phone with the company. I had to cancel the forbearance via an automated service which I felt uncomfortable. I called LoanCare multiple times so that I could resolve the accumulated amount for the forbearance. After waiting on hold for over an hour, I hung up. A few weeks ago I started receiving notifications from different credit bureaus that my account has been flagged for being over 90 days late!!! I immediately called LoanCare! Of course I couldn't get on the phone with a human. The recording said that wait times were exceeding 30 minutes and to call back another time. Really?!?! Finally, I got ahold of a human from LoanCare and they told me that the forbearance amount had to be paid immediately after canceling the forbearance or else they can start reporting this to the credit bureaus. We have NEVER been late on a payment! My credit score dropped 116 points!!!!! Now I am in the process of trying to do a loan modification with LoanCare and again I can't get a human on the phone. I called this morning and the recording says wait times are exceeding 30 minutes, call back later. I can no longer log into my account online either! I was using it yesterday and all of a sudden it's not working today?!?! This is the worst mortgage company EVER! Something needs to be done! You are negatively affecting our lives!
|
| 06/29/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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I received an email from LoanCare saying that I needed to log in to their website to update mortgage information. At the time I believed it to be a phishing attempt, as I my mortgage is currently held by XXXX XXXX, and I had never heard of LoanCare. After researching further I found they were a legitimate company and updated my insurance information online. They kicked it back saying it was incorrect, so I updated online again and then followed up with a call. I received a condescending letter today, telling me they had cancelled an insurance policy they purchased on my behalf and to make sure I kept them posted with my insurance information on an annual basis. I had never heard from my mortgage company in the first place, their subcontracted company ( who already had my insurance policy info as they were able to tell me there was an error ) requested that I update information on possibly the shadiest looking website I 've ever seen, and then purchased an insurance policy without notifying me either through email, letter, or phone call. The whole system reeks of a scam, from the intentionally sketchy webpage, to the lack of straightforward communication, to the fact that they already had my policy information ( as it did n't change ). It seems as though they are looking to take advantage of people not being proactive enough to do some research on who LoanCare actually is. Without too much speculation, I would imagine there would be some sort of financial motivation attached to them finding a policy " on my behalf ''. I would greatly appreciate if someone would look into their predatory practices.
|
| 11/01/2019 |
No |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
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Web |
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XXXX XXXX is attempting to complete a short sale with Loancare since XX/XX/2019. XXXX XXXX XXXX called Loancare and they said nothing is needed and we will have a decision next week. XXXX XXXX called Loancare XXXX and the said to call back next week and they will email me a copy of the short sale approval letter. XXXX XXXX XXXX called Loancare and the manager said the short sale was denied because there is a 2nd. mortgage lien on title. The manager called XXXX XXXX and said that was a mistake as the loan is a 2nd. mortgage with Loancare. The file we re-opened and loancare said they will have a decision in 2-3 business days. XXXX XXXX XXXX called Loancare and they said the file is closed because it is in an active Bankruptcy. I spoke with a manager and they said that is a mistake as we have Chapter XXXX Bankruptcy attorney approval to short sale. After being on hold for about an hour he said the file will be escalated for a decision, and to call back in 2-3 business days. XXXX Loancare said that the file can not be reviewed for a short sale until Loancare receives the 1st. mortgage payoff letter. After speaking with the manage again they were able to find the 1st. mortgage loan payoff letter that was emailed to them back in XXXX. He said he will send the file to the investor for a decision. The occurance of events mentioned about are just 4 weeks of 8 months of continuing mis informed updates, and many occasions of them not receiving documents but then after further review they eventually find the documents they said they don't have. Can someone please help Loancare follow short sale guidelines.
|
| 02/22/2019 |
Yes |
|
- Struggling to pay mortgage
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Web |
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My home is currently in the foreclosure process. We went through mediation and I was offered a trial modification, I made all of the payments on time and continued making payments after the initial trial period. I was told I would receive a package in the mail when I successfully completed the trial payment plan but never told when to expect it only that it would arrive at some point after the 3 months were successfully completed and that I should continue making payments in the interim. I received the package late since the delivery service did not put it in my mail slot, it was mixed up with a neighbor 's mail. When I finally did receive it, a month later, I returned the completed documents within 24 hours. My modification was rejected stating they hadn't received my completed package. I appealed and was rejected now citing completely different reasons for the rejection. They claimed my income could not support the mortgage payments however I had been making the payments under the trial plan as agreed and continued doing so after the initial trial period. My income had in fact increased by 30 % from when I initially purchased the home. One of the contributing factors behind me falling behind on my payments was that they increased my payments by {$300.00} per month without any notice and when I called to see why my payments were increased they were unable to provide any reasoning. I am a single parent of XXXX so this created an undue hardship in conjunction with other unforeseen circumstances. I am able to pay my mortgage and would like to continue doing so but they seem intent on foreclosure.
|
| 09/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
I bought a house on XX/XX/XXXX of this year. My mortgage is being serviced by LoanCare.
The first payment was on XX/XX/XXXX. So, at the end of XXXX, I set up an account with them, made the first payment and set up autopay. I got a confirmation that autopay was set up successfully and went on a work trip to XXXX.
I noticed no payment was taken from my account in XXXX. I tried logging in to make it manually, but it requires a phone confirmation, and I can not receive it from XXXX.
I tried contacting them by email to ask to help apply the payment method manually. The support email given in their welcome message doesn't work ( got the no-reply message ). I tried emailing all other addresses they have, none of them work.
Therefore, despite having funds, I can not make a payment. At best I will have to pay late fees when I come back, at worst my credit score will be ruined, which will cost me endless business losses.
I understand I am " at fault '' for traveling overseas, but every single autopay I set up before since moving to America worked properly. And I think a mortgage service company should have a way of getting reached out to via email, it's absurd that they don't.
I went a step further and realized there are endless Internet complaints about them not picking up the phone, not applying payments properly, etc.
All I want is to be able to make my payment. I have the funds to do so, I never missed any payments in my life. I want them to have a customer support email address.
Thank you so much for helping with this and I apologize if it wasn't right to reach out to you with this.
|
| 04/04/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I have our monthly mortgage to be set to a monthly draft on the XXXX of the month currently through Loan Care and it was through XXXX prior to XXXX set for the same monthly draft date. XXXX always sent through the payment request on the XXXX and it would show pending on that day through our bank account, per my verbal agreement with Loancare that we set up after receiving a phone call that our mortgage had been sold after we were already two months behind on payment. I was told I would have received a letter. However, I never received a certified letter stating that and that would be the expected normal as this is a very important matter and determines my financial livelihood. Anyway our payment for Loancare went through pending as of the XXXX this month, which was a huge problem because our payments from the company we work with do n't go through until the XXXX and so our account overdrew and and I was n't able to cover which is why we are set up to have this drawn on the XXXX.
In addition to the other XXXX events our mortgage payment jumped {$400.00} starting on XX/XX/XXXX Our property was appraised XXXX actually in XXXX and we were informed our taxes would go up for the following year. Well they stated in escrow that we were over our balance and have now more than doubled on the increase to cover for last year and now to move forward for this year. They are unwilling to take a cover balance for the remaining due and make our payments at least half the increase moving forward. I am looking further into the pay increase, but we were led to believe the increase would occur for XXXX not XXXX.
|
| 01/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XXXX of XXXX we received notification that XXXX XXXX XXXX had transferred our mortgage to XXXX/LoanCare. We received a paper statement dated XX/XX/XXXX for the payment due in XX/XX/XXXX. Despite countless phone calls since XXXX we have never received another statement, either electronically or on paper. Despite our preference to use paper we tried using their website to make the payments electronically. We received email notification that the XXXX payment was rejected several weeks later. The next phone call uncovered that their system showed an incorrect entry that would neither result in either a paper or an electronic statement. There was also no apartment number on the mailing address. According to the representative this was a failing on their end. When I asked to speak with a supervisor I was put on hold for almost an hour before I hung up. A subsequent call revealed that the only way to speak with a supervisor is to wait on hold with no indication of how long the wait would be. I was told the investigation would remain open yet my next call, made to inquire about not receiving a paper statement, revealed that there was no investigation. Every month I am told statements were mailed yet hav n ver received one. I have been placed on hold every time- having been told it would be brief- only to eventually hang up after waits of 20-30 minutes. Our XXXX payment was mailed on XXXX/XXXX/XXXX yet the payment was not posted until XX/XX/XXXX which incurred a late fee. I called today, XX/XX/XXXX to see if this months payment had been received and was told it had, though it was not yet posted.
|
| 05/05/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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|
XX/XX/2021 To : Consumer Finance Protection Bureau From : XXXX XXXX XXXX RE : Complaint CFPB, I am contacting your agency because I am not able to get my previous mortgage company, LOANCARE to report my mortgage history correctly. We have been trying to get my credit report corrected since XX/XX/2021.
We had a mortgage with LOANCARE that was paid off in full in XXXX ( Sale of Subject Property ) of 2021. At the time that the Mortgage held by LOANCARE was PAID OFF in full, the mortgage was in Deferment as per the CARES ACT.
As of this date, XX/XX/2021, LOANCARE is reporting to Experian that we had a 90 day lateness of this account.
This is not possible because a deferred mortgage under the CARES ACT can not be reported as being late while the payments are deferred. NO payments were due until XXXX. The mortgage was paid off in full in XXXX ( over 2 months ago ).
We have called LOANCARE repeatedly to request that they send a letter stating that the account is reported incorrectly, but all they say is that it will take 30 more days.
We are of the opinion that our rights under the Fair Credit Reporting ACT are being violated. This incorrect reporting of our mortgage payment history is damaging my credit and we are now about to lose our {$9500.00} Earnest Money Deposit on the next house we are under contract to purchase. We can not move forward with our mortgage approval because of this incorrect reporting by LOANCARE.
We are retired and we can not afford to hire an attorney to address this issue.
We are in desperate need of some help here and time is of the essence.
XXXX XXXX XXXX
|
| 09/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My loan was taken over by Loan Care ( XXXX XXXX ) around XX/XX/2019. They have failed to provide me proper accounting upon take over. They have required an additional escrow repayment even though XXXX had just required that before take over. I have paid both additional escrow reserve requirements to ensure no hiccups. On XX/XX/XXXX, I called Loan Care because they had not posted any of my payments and showed I was 3 months behind. I had to provide proof of payment. This took hours! Mid XXXX, I paid the escrow reserve payment of {$110.00} again. On XX/XX/XXXX it came out of my account. As of XX/XX/XXXX they still have not posted it. I have called 3 times and sent 2 emails and they refuse to take any proof that my bank has provided. Now they are saying my XXXX payment is late even though I have provided both a transmittal form from ( XX/XX/XXXX ) the bank and a copy of my bank statement showing they took funds XXXX. They refuse to take that proof either. They have posted a late payment and are now reporting me 30 days late. On XX/XX/XXXX I have spoken to them again and they still refuse to take any proof of funds received. I can not keep calling them monthly when I pay on time. I have always paid on time. I have several mortgages and a 750+ credit score. I can not get through to any real person at Loan Care that can actually correct the issue. A consumer should not have to continually call and proof that a huge mortgage company has their money. This is a waste of time and I can assume I am not the only person having issues. I may be the only person taking the time to make a formal complaint.
|
| 09/15/2023 |
Yes |
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
The CFPB complaint ( XXXX ) was closed before you actually looked at the account history for the late fees being applied. In your response you stated that partial payments are passed into a suspense account until the full amount to be paid for the month is received. This is not what happened. If you had actually looked at the account history for the complaint of late payments you would quickly see that you had placed {$600.00} into suspense then applied {$550.00} as additional principle. The amount owed for the month was then {$1000.00} because you didnt apply anything to the monthly balance. You would think it would be pretty obvious that if the monthly payment was not yet paid that that is what the payment is supposed to be for, and not additional principle. And because nothing was applied to the monthly payment you took it out of the next months payment, causing that month to be late. then you did it to the next month and so on...
You also missed the issue regarding why the payment was 30 days late for the bankruptcy. It was late because YOUR COMPANY WITHOUT NOTICE TOOK AWAY OUR ABILITY TO PAY! When we CALLED YOUR COMPANY REFUSED TO REACTIVATE OUR NORMAL PAYMENT METHOD IN ORDER TO PAY ON TIME. This caused us to be 30 days late as we had to send the check by mail because again you refused to let us pay how we paid for a year or two upto that point!!! IT WAS YOUR REFUSAL OF PAYMENT THAT CAUSED US TO BE LATE. YOU WITHOUT NOTICE DEACTIVATED AN ACCOUNT THAT WE USED TO MAKE PAYMENTS FOR OVER A YEAR THEN REFUSED TO REACTIVATE IT WHEN WE CALLED MAKING IT IMPOSSIBLE TO MAKE A PAYMENT ONTIME.
|
| 06/05/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have had a VA mortgage since XX/XX/XXXX and it has changed hand s ( servicers ) 5 times in that pe riod. The latest took place, I 'm told, in XX/XX/XXXX from XXXX to Loan Care. I finally found this out, late in XX/XX/XXXX , following my inquiries of the new service r ( Loan Care ). I continued making payments to XXXX uninterrupted, throughout this period. Unbeknownst to me XXXX forwarded my p ayments to Loan Care fo r XX/XX/XXXX & XX/XX/XXXX b ut ceased doing so thereafter. My loan had gone all the way to pre-foreclosure wi th Loan Care. I provided proof of payments to Loan Care and they endeavored t o get these funds from XXXX without success until XX/XX/XXXX . Throughout this period I have received twice daily dunning calls fro m Loan Care. In XX/XX/XXXX Loan Care claimed they finished their research and told me it was now my problem to get XXXX to release the funds. Further, that my proof of payment was not valid because any check would have been returned to me followin g a two m onth grace period and not processed by XXXX . This is utterly false. The " proof '' I provided was a combination of " Cancelled '' checks and verification that my electronic payments thru BillPayer were issu ed & received. XXXX has the funds and I continue to have a delinquent mortgage, ruined credit and inaccurate filed XX/XX/XXXX Federal Tax returns. Attached is how I was informed that my mortgage was now being service d by Loan Care. Th is door hanger placed on the door knob of an out building at my property that I only " happened '' to find on XX/XX/XXXX .
|
| 09/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our mortgage servicing rights were transferred from XXXX ( in bankruptcy ) to LoanCare , LLC in XXXX / XXXX of XXXX.
After the conversion, LoanCare misapplied XXXX payment and we ended up being past due. Neither my wife nor I realize that we were past due until a credit reporting service sent us a notification of new derogatory information on my SSN.
LoanCare corrected the payment misapplication but did not correct the credit bureau report. We are in the process of applying for a refinancing but due to this error and subsequent inability, we have become subprime borrowers ( credit score went from almost 750 to XXXX ).
LoanCare representative promised to request correction on XX/XX/XXXX. Today is XX/XX/XXXX and the request has not been entered. Spoke with them again and was informed that it can take up to 30 days to show up. In the meantime, we are paying higher interest rate ( to LoanCare ) and are not able to secure a new mortgage. We feel like we are credit hostages at this point, held to higher rate, as it is not in their interest to have us refinance.
Furthermore, LoanCare representative stated that they can not guarantee that payment application error will not occur again and refused to take any responsibility for it.
They do not initiate error correction right away. This means that people who do not realize how the process works may wake up to the fact that they have a late payment but it will be difficult to impossible to correct. This goes to the core of people 's ability to have correct information reported and fixed without needing to be experts in managing the process.
|
| 09/17/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
I have XXXX issues with Equity Accelerator program offered by LoanCare : Issue # 1 : I closed my account with LoanCare on XX/XX/2016 ( see first enclosed letter ). When I closed my account, there was a remaining account balance of {$3200.00}. According to a LoanCare customer service representative, a check for this amount was mailed to me on XX/XX/2016. The customer service representative said the check should arrive in 7-10 business days. It has been over 10 business days, and I have not received the check. I contacted LoanCare again on XX/XX/XXXX to ask for a status on my check. The customer service representative said I should wait for two more days, and that she would contact me to verify that I received my check. She never called back and I did n't receive the check. I contacted LoanCare again on XX/XX/XXXX. This time I was told to call back on Friday, XX/XX/XXXX and request to be reimbursed one more time.
In the meantime, I have a mortgage payment due on XX/XX/XXXX and was planning on using the reimbursement check from LoanCare to pay my mortgage. I 'm running out of time. Can you help me please?
Issue # 2 : According to an LoanCare customer service representative, a check was mailed to me on XX/XX/XXXX and then again on XX/XX/XXXX for an agreement reached between XXXX XXXX and the Consumer Financial Protection Bureau ( CFPB ) regarding unfair/misleading practices ( see second enclosed letter ). I never received this check. I sent an e-mail to the LoanCare Redress Administrator and received a response that it 's too late to receive this check and that I should contact the CFPB.
|
| 10/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
We are having issues because our mortgage was sold from XXXX to LoanCare and we are unable to get an answer from LoanCare on how to access home repair escrow funds.
On XX/XX/XXXX we incurred a loss to our fence, not the home structure, and as XXXX does we filed a claim with our homeowner 's insurance and were issued a check to complete repairs. Because the repairs were over a certain amount our original mortgage company, XXXX, held the funds in escrow until the repairs are complete. XX/XX/XXXX/XX/XX/XXXX the mortgage was sold from XXXX to LoanCare. As of today, XX/XX/XXXX, are unable to get a straight answer from LoanCare on how to access home repair escrow funds.
I have called multiple times and waited hours on hold to speak to an agent. Out of the XXXX agents from LoanCare that I have been able to speak to on the phone, I have received XXXX different answers on how to proceed. I have asked for a letter outlining the procedure but as of today, XX/XX/XXXX, still have not received such letter.
Compounding this issue is that we have until XX/XX/XXXX to complete repairs or the monies will be returned to the homeowner 's insurance. At this point we are unable to continue with the repair as the remainder of the money is in escrow and I can get no clear guidance on how to proceed with the claim.
My husband and I are responsible homeowners who pay our mortgage and maintain our home, but our family can not afford to incur the cost of having the fence repaired due to a lack of customer care and respect on the part of LoanCare Mortgage.
Please contact me at XXXX regarding this matter.
|
| 02/27/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
In early 2020 me and my family were the very first American families impacted by the COVID 19 Pandemic. Of course, since we were sick and with an uncertain future in the early 2020, we miss some payment on my mortgage, auto loan and credit card. I contacted my creditors and since congress passed CARES Act. Most of my creditors agreed to relief me with my payments and to do not report any late payment on my credit report.
The only company that refuses to relief with the late payments on my credit report is my mortgage company Loancare LLC. I contacted them and I was enrolled on a forbearance until XX/XX/XXXX. when I first contacted this company, I was past due in my payments because as I said I was once of the first American families hinted financially by Covid 19.
Now I am current on my payments, but this forbearance destroyed my credit score, this company is reporting late payments on XXXX, XXXX, XXXX, and XXXX of the 2020. I contacted them one more time and they said they are reporting late since when I enrolled on the forbearance, I was past due, and they continued reporting the late payments on the missed payments before I enrolled on the forbearance. This just do not make sense because for obvious reasons I got into the forbearance because I was struggling making payments due to the coronavirus pandemic. I have the impression this mortgage company is misinterpreting the guidelines n the CARES Act.
I am not a lawyer but its for common sense the CARES Act gave relief to borrowers struggling making payments, I think the representatives I spoke unknow a protocol for my situation.
|
| 09/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
To whomever, My loan was sold to Loancare in XX/XX/XXXX/XX/XX/XXXX since then I have had nothing but problems with the XXXX / Loancare processing.
# 1 First they converted my loan with my old address and sent emails to advise me, to my old address, from 3 years ago, so Mail is not being forwarded.
# 2. Tried to charge me for Homeowners insurance because the inforce policy information never carried forward, took two months to resolve this.
# 3. Tried to charge me for FEMA flood insurance, never carried forward my inforce policy. Took 2 months to get that straight.
# 4. Insult to injury, after sending copies of inforce, paid in full policies, They tried to say I needed to escrow so they upped my mortgage payment. In 25+ years I have never escrowed!
# 5. Been on the phone with Customer Service 5 times since I am unable to get onto my online account. I have subscribed to electronic statements, they send emails but I cant access my account.
I have had enough of the miss handling of my account almost to the
degree of wanting to refinance just to get away from this company. Worst ever!
See below screen shot Please advise.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, De XXXX From : XXXX Date : XX/XX/2020 at XXXX XX/XX/XXXXEDT To : XXXX Subject : LoanCare User ID Request This message was sent securely using XXXX Thank you for using XX/XX/XXXX Web Access to your loan information.
Your user id request is complete.
User ID is XXXX Loan number is XXXX For assistance or questions : Client Phone is XXXX To access your account, please go to https : //www.myloancare.com NMLS # XXXX
|
| 03/05/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
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This has been ongoing since XXXX of 2022. We filed one complaint, thought it was being fixed, only to find out LoanCare has been doing everything they said they wouldn't. It needs to be reopened. We have the letters to prove it. We are assuming this is all retaliation because we filed a complaint with you and asked for LoanCare to be investigated. There is no other reason for it. Now LoanCare has charged us another late fee, sent XXXX another payment without knowledge or permission when the letter we received from LoanCare said this would not happen again which has again wiped out our Escrow account again, has our account as delinquent, and has this so messed up it is beyond understanding. I guess it is time to go to the media and also get an attorney.
XXXX shows our account is already paid in full. LoanCare does as well but refuses to acknowledge it. XXXX sent the payment back to LoanCare as it indicated on the refund payment to LoanCare it was supposed to go to our Escrow account. They are just issuing payments illegally out of our account. When we call, we can not get anyone to talk to us. When we email, it gets kicked back saying the email doesn't work or our information shows that it wasn't processed. None of their links or emails work. Again, we have never been late and all of these apologies from LoanCare are just to make the case look good for the VA and the CFB. Yet they are showing we have only made one payment all year which is not true. We have always paid early. We have our bank statements to prove it. LoanCare needs to be investigated for all these illegal practices.
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| 08/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I received a letter from Loancare dated XXXX. It stated the following :. " if your loan was current at the time of going into forbearance, then each month you are in forbearance, we will report the status of the account to the credit reporting agencies as current. '' Additionally, the letter stated, " We are here to help. We understand late payments stem from a variety of reasons. We strive strive to make every effort to help ease the financial difficulty to help you stay on track with your mortgage payments ''.
These are all kind, beautiful, supportive words, but they are completely untrue. I missed one payment by accident, and Loancare immediately reported me to the credit agencies. My score went from the 800 's to the 600 's. This making it impossible for me to buy a house, or a car, or even qualify for a credit card.
This is what happened. In XXXX of XXXX, I signed up for automatic payment from my checking account to Loancare, so that I would never be late. What I did not realize that the process took 60 days to take effect. When I signed up in early XXXX, I thought the XX/XX/XXXX payment would be automatic. However it did not take effect until the XX/XX/XXXX payment. Thus, the XX/XX/XXXX payment was late. I paid it immediately upon realizing my mistake. Loancare did not care that I made an honest mistake. They reported me to the credit bureau. This happened during the peak of COVID. This seems like drastic and unfair punishment. I am requesting that Loancare does the honorable thing and restore my credit back to normal by removing the " 30 day late. ". Thank you in advance.
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| 02/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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The company involved is XXXX on behalf of a mortgage through Agfirst the address for the company is XXXX XXXX XXXX, XXXX XXXXXXXX, VA. I had a mortgage on a home which I sold. I had requested a payoff statement that was good through XX/XX/XXXX.
My attorney that closed the sale sent a check to the above address via USP overnight. The tracking number is # XXXX and it was delivered XX/XX/XXXX at XXXX by XXXX XXXX XXXX XXXX XXXX , XXXX XXXX , Va .
A week after the delivery my attorney notified me that the check still had not cleared.
I began making contact with XXXX and XXXX multiple times not getting anywhere. They stated they had not received the check or the package at all.
I started a Complaint with them and the customer service rep said while my account was under " research '' that I would not have to make a payment or be charged any interest.
My attorney and I had thought that this was resolved, until I got a notification that my credit score had dropped and was also being charged interest on my account for XXXX. When the account should have been paid off XX/XX/XXXX. I called my attorney and she said that she finally got through to someone by asking for their HR department and they finally said they had received the package but there was no check inside, which I believe is a lie. My attorney cancelled the check and agreed to wire them the money. So my account should be paid off now, however I want to get rid of the mark on my credit and I am refusing to pay that interest. I think this company is highly unprofessional and should not be handling these large sums of money.
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| 07/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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Dated attached is a letter from Loan care regarding the incorrect reporting to the credit agency 's stating an error on their part in reporting my mortgage late on all three credit reports. Technically they are stating that they should only have reported it late for the month of XX/XX/2019 BUT when I went online to pay the full payment the only payment I was allowed to make was the {$130.00} forbearance payment and NOT the full amount. So Loan Care has said that they would correct this with the credit reporting agency 's but as you will see it is NOT corrected on my XXXX report and it is still be reported that I am 180 days late on this even though I have paid all forbearance payments correctly and on time. With COVID - this should NOT be reported and it has severely effected my credit. I am unable to even obtain different car and homeowners insurance because of it. My XXXX account went from being a XXXX limit to now {$250.00} because of it along with many of my other accounts all credit has been reduced. I am currently in a situation where they have put me in a trial period for a loan modification and that I have to make three payments in the trial to be approved for the loan modification. I went into the forebearance due to losing my job and having my social security stopped as well so I had not enough money to pay the mortgage. I really thought this was my only option as I searched for work which I know have secured. Please help in getting this corrected on my credit reports so that I can actually get car and homeowners insurance at a better deal then I am currently paying.
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| 08/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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There were several overpayments on my mortgage account that I am requesting a refund for. I have written to both XXXX and Loancare and talked to several of their representatives and supervisors with no success. We have been working on this refund request for two months now and Loancare 's customer service department keeps giving me the run-around and telling me the refund request has been escalated and will be completed in 3-5 business days and a check will be overnighted to me. Still no refund check, two months later. This request initially started with XXXX XXXX in XXXX, in the midst of our loan being transferred to Loancare. We initially had two loans with XXXX only XXXX of which was transferred to Loancare. The overpayments were supposed to go to the other loan, still with XXXX.
It is now XXXX and I was just told that or money was sent to XXXX XXXX and that Loancare will have to request the refund from XXXX XXXX for these funds. Also, we were told to request an Advocate on Loancare 's website. All that I would like, is to receive the refund of our hard earned funds. This is quite disheartening and very upsetting. That we keep getting tossed around with no resolve. The refund amount that we are requesting is {$36000.00}. We have provided Loancare with all of the proof of payments and written requests and we are still no closer to having the money in our hands. As of today XX/XX/XXXX, our loan is not due until XX/XX/XXXX.
This entire issue/situation has been disheartening and this issue has truly caused a hardship on me and my family. I hope that you are able to assist.
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| 12/12/2017 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX of 2017 I started refinancing my current residence with XXXX XXXX XXXX, the same people I have my current FHA loan with. We wanted a conventional loan with no PMI, and finally were in the equity position to do it. Fast forward to XXXX XXXX and the refinance is completed. Or so I thought. I started getting collection calls from Loancare, the loan servicer, XXXX XXXX that my loan was past due for XXXX. XXXX assured me all was well and to ignore for now. XXXX XXXX I was still getting collection calls. I spoke with the representative at the servicer, Loancare, who told me with XXXX the payoff could have been delayed. Then on XXXX XXXX I am told by my loan officer that the wrong payoff amount was wired by the settlement agent, XXXX XXXX XXXX, but it was corrected and will be done in 24-48 hours. A contact at XXXX XXXX XXXX tells me he has nothing to do with it although his name is on the closing docs.
It is XXXX XXXX now and I still show a balance on my loan of over {$280000.00} and I am late for XXXX and XXXX. I brought a Cashiers Check to the closing table for any additional funds. I am being told the wrong amount is being wired by XXXX XXXX to XXXX to pay off the original mortgage. They are sending the amount on the Closing Disclosure and being told it is not enough. Then it takes 3 days for Loancare to tell XXXX XXXX the amount is incorrect and does not tell them the correct amount, even though it matches the Closing Disclosure. The XXXX at Loancare tells me to call the settlement agent and is unreachable by phone. Nobody at Loancare will clear this up. Please help me!
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| 01/02/2024 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I trust this letter finds you well. I am writing to bring to your attention a matter of urgency concerning inaccuracies on my credit report. Upon a recent review, I have discovered the presence of late payments on my account, and I kindly request your prompt assistance in correcting or removing this information from my credit report.
XXXX XXXXXXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or XXXX customer service representative.
I understand the critical importance of maintaining an accurate credit history, and it has come to my attention that the reported late payments do not accurately reflect my financial responsibility. I am confident that this discrepancy is a result of an error, and I am seeking your immediate intervention to rectify the situation.
I kindly request that you conduct a thorough investigation into the reported late payments on my account and take the necessary steps to correct or remove this information from my credit report. If there are any supporting documents or information required from my end to expedite this process, please do not hesitate to inform me.
I am well aware of my rights under the Fair Credit Reporting Act ( FCRA ), which stipulates that credit reporting agencies must ensure the accuracy of the information they report. I trust that you will handle this matter with the utmost urgency and adhere to the guidelines set forth by the FCRA.
Thank you for your cooperation and understanding.
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| 02/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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on XX/XX/XXXX I ph. in my mo. mortgage pmt. to lonecare on XXXX, XXXX another pmt. was deducted from my bank acct. O/D it, I called my bank was told L/C took out both , I call L/C why the extra payment was taken out that I did not auth. it took one week and hrs being put on hold going thru dozens of depts. to get a answer found out someone put my acct. on auto pay, Instead of sending back one pmt. that would have solved the problem and my XXXX pmt. would be posted some genius sent back both, I went thru the same hoops to get a answer another genius said my acct. was all payed up thru XX/XX/XXXX I knew better but they just said don't worry. It is now XXXX, my XXXX pmt. is late more ph calls still no answer now time to pay XXXX so I sent in a double pmt. and now Im all payed up right? my bank stmt, show all pymt. were made but somewhere in between XXXX XXXX. I got a mystery check in the mail called L/C to find out what it was for, its back to the same drill as why the check? the only ans. from them was cash it. I since have pd. for XXXX & XXXX. But now they told Im behind a mo. also raised my mortgage pmt. almost XXXX I have called them again & again their only answer is to fill out tons of paperwork to get a mod. or something I filled out one they sent me but not good enough! they need more info but I can't find out what, I'm XXXX and scared of these people and don't trust them, every time I call it just gets worse, I know there is a simple way to fix this, but they won't listen, this has made me phy. sick since last XXXX cant sleep its on my mind day and night I feel helpless
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| 07/28/2017 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX/XXXX/2017 I made a payment on my FHA loan that reduced my principle balance to below the 78 % of purchase price that should have triggered automatic removal of PMI from the account. During this time period our loan was in the process of being transferred from XXXX XXXX to LoanCare LLC. I spoke with customer service from both institutions around that time and they confirmed that PMI should automatically be removed from my account. 3 months have passed and I have again reached out to LoanCare LLC and they still have not removed the approximately {$85.00} they are charging me every month for PMI. They are insisting that I have to send them a request in writing to remove PMI which is in violation of HUD/FHA policy. Between 78 % and 80 % you have to request removal in writing. Below 78 % should be removed automatically. I am also under contract to sell the house which puts a tight time frame on fixing the error.
To compound the problem their website at the same time says I do not have PMI and yet I see the {$85.00} coming out each month. LoanCare LLC customer service reps continue to confirm they are charging for PMI and despite talking with their managers a few times they will not give me a straight forward answer or even send me an email stating they are review the issue. Because the website states we do not have PMI we ca n't even fill out the form necessary to request the removal of PMI, which at times the company says we are required to fill out to remove PMI, even though we are below 78 %. We have spoken to customer care members XXXX ( ID XXXX ) and XXXX ( ID XXXX ).
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| 03/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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I submitted a Qualified Written Request ( RESPA ) to XXXX XXXX XXXX XXXX on XX/XX/XXXX via registered mail. Their Loan servicer, LOANCARE LLC acknowledged receipt of the request with a letter dated XX/XX/XXXX well after 5 days of receipt ( 1st violation ). They assured that they take these matters seriously and a detailed written response will be sent no later than 30 days from receipt excluding weekends and public holidays. Per XXXX XXXX XXXX if they are not obligated to respond to my RESPA request, they are supposed to notify me within XXXX business days from their decision not to respond. I have not received any correspondence from XXXX or XXXX since the acknowledgement letter dated on XX/XX/XXXX ( 2nd violation ). It has now been XXXX business days without a response to my RESPA request ( 3rd violation ). This is well past the 30 days required by 12 CFR 1024. As well, I have not been notified of any15 day extension to respond to the qualified written request. I called in to LOANCARE today XX/XX/XXXX @ XXXX central time. The call lasted XXXX XXXX with XXXX , I.D . XXXX. I was calling to make inquiries and was informed that my Home is already in foreclosure status as of XX/XX/XXXX ( XXXX business days after my qualified written request RESPA with no response to or about it ). I was informed that I should call their foreclosure attorney XXXX XXXX XXXX XXXX and their phone number was provided. This is the first time I'm hearing about a foreclosure. I have not been notified by any attorney, XXXX nor LOANCARE. This is also out of line with the FDCPA. Legal action will be taken
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| 12/05/2023 |
Yes |
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- Trouble during payment process
- Payment process
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|
Web |
Servicemember |
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On or around XX/XX/23, I attempted to pay my regularly scheduled mortgage payment at XXXX XXXX XXXX, only to discover that the website was down and was down for approximately 10 days with NO explanation from the company or its parent company. Online searching revealed that the parent company experienced a cyber-attack and ransomware was involved ( XXXX XXXX XXXX Hit By Cyberattack XXXX ( XXXX ). However, NO communication was provided to me as a consumer.
On or around XX/XX/23, the online account system ( www.myloancare.com ) was brought online. I made the first attempt to submit a payment and received an error message indicating that the payment was not successful. I tried again and received a payment successful notification.
The payment was a successful XXXX debit on XX/XX/23. On today, XX/XX/23, another XXXX debit was made ty account and threw my account balance in the XXXX. I immediate called Loan Care at XXXX ( approximately XXXX AM XXXX ) and I spoke with XXXX. XXXX informed me that she could see the duplicate payment in their system and that their IT department is aware of the issues with the payments BUT : XXXX. They DO NOT do wire transfers ; XXXX. I would need to request payment research to be conducted which would take XXXX days to process and include proof the duplicate payment that she could already see ; XXXX. It would take XXXX days to receive a PAPER check.
This is unacceptable!!! IF they can ACH debit to take my money, then they should be able to ACH credit my account to return my money. I am being seriously inconvenienced through NO FAULT OF MY OWN.
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| 07/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a home mortgage with Loan Care. Beginning in XXXX of 2022, Loan Care began to place my monthly mortgage payments into a suspended credit account. I called and the issue resolved.
In the months that followed, each monthly payment I made was placed into a suspended credit account and was not applied to principal, interest, or escrow. I had to call each month to resolve the issue.
Two payments processed in XXXX. The payment processed on XX/XX/XXXX was not applied to my XXXX balance ; rather, it was once again placed into the suspended credit account. On XX/XX/XXXX, I sent an email to Loan Care asking them to please apply the suspended balance to the actual mortgage payment due. In that email, I told them that I was so tired of dealing with this issue that I would be seeking refinancing with another mortgage company.
I received conditional approval from another loan company - except my Loan Care mortgage showed that my XX/XX/XXXX payment was unpaid and overdue. I called Loan Care on XX/XX/XXXX, and was assured by a call center worker that the suspended balance would be applied by the end of business on XX/XX/XXXX. As of today, XX/XX/2022, Loan Care shows my account overdue by 50 days, while the exact amount due on XX/XX/XXXX ( {$1100.00} ) is shown as a suspended balance. I called again today and was assured once again that it will be addressed.
I am trying to finalize a mortgage elsewhere because of this exact issue. I am extremely hesitant to make my XXXX payment, as I have no faith that it will not be sent to suspended balance purgatory with my XXXX payment.
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| 06/06/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have had my VA mortgage on my home for about ten years, for about the past two years My Loan Care LLC. has unfortunataly been the mortgae handler on my home loan. I have had to interact with them before in the past over the phone and I must say that after long wait times I was greated by customer service reps. that didn't even have command of the English language and completely ignorant. Last XX/XX/XXXX I was awarded by the State of Pennsylvania total real estate tax exemption for being a XXXX XXXX XXXX XXXX veteran, this means that I no longer have to pay county property tax, school taxes and state property taxes.
Both the state and the VA provided me with the paperwork/documents to submit to My Loan Care that instructs them to no longer collect tax escrow on my mortgae. As of today My Loan Care LLC has still NOT adjusted my mortgae payment or refunded my escrow balance. I have made conatct with them over the phone and the reps simply refuse to explain the delay or even to tell me if they are working on it? They refuse to connect or transfer me to their tax escrow department. I was told by a rep that the documents that I have submitted are not official and " good enough '' I have had to contact a VA official for help, yesterday he told me that My Loan Care isn't even responding to his communication efforts. This particular mortgage handler seems to have a horrible reputation in the industry and I can see why. I have to continue to make my non adjusted mortgage payments that does not reflect my real estate tax exemption which is about {$600.00} more than it should be.
|
| 04/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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By XXXX XXXX, 2016, we had made full payment to be applied to our XXXX payment due XXXX/XXXX/2016. That money has been in the hands of LoanCare ( a subsidiary of XXXX, which is a subsidiary of XXXX XXXX, which is owned by XXXX XXXX XXXX ) since XXXX XXXX, 2016. I called LoanCare XXXX on XX/XX/XXXX and spoke with " XXXX '' XXXX XXXX. XXXX who said the XXXX money would be applied within 2-3 business days to the payment due on XX/XX/XXXX. I called two or three days later and talked with " XXXX '' Agent No. XXXX who said that the money would be applied by XX/XX/XXXX with nothing additional due for XX/XX/XXXX. On XX/XX/XXXX, not seeing that the money had been applied to the XX/XX/XXXX payment, I called and spoke with " XXXX '' Agent No. XXXX who said it would be done by XX/XX/XXXX. I asked why now it was XX/XX/XXXX and her response was she could n't speak for someone else. I responded that she had my previous calls in the call log and she agreed. I asked for her supervisor and was sent to " XXXX XXXX '' Agent No. XXXX who said it would now not be applied until XX/XX/XXXX.I said I was just told XX/XX/XXXX and he had no justification for the additional time. I asked for his boss and he called her " XXXX XXXX ''. I asked for her agent number and he said she did n't have one because she was a supervisor. I responded " Are n't you a supervisor? '' He had no answer for that. He said there was no point in talking with her because she would say the same thing. So they have had our payment since XXXX XXXX and have yet to take care of it. And spew XXXX while speaking with their client.
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| 03/23/2018 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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I contacted XXXX on XX/XX/XXXX and I explained to them in full detail that my home was in foreclosure and my sale date was scheduled for XX/XX/XXXX ... .I told them that I wanted to keep my home. I paid them {$2200.00} in XX/XX/XXXX ( drafted from my account ) for them to either stop the sale date or put it on hold to work out a loan modification plan. I was notified on XX/XX/XXXX that my home sold on XX/XX/XXXX and then they took another {$500.00} from my account in XX/XX/XXXX and stated they would try to have the foreclosure rescinded or get me cash for keys or a rent back option or they would file a consumer financial protection bureau complaint against them. Whenever I try to call or email or leave a voicemail with several individuals within this company ... .no one will contact me. No one EVER answers their phone, they have an answering service who ALWAYS transfers your call to a voicemail. No one responds to emails or voicemails until after it's too late. I have since closed my bank account to prevent them from drafting more money from it. To my surprise, I got a phone call from someone in the accounting department from XXXX today ( XX/XX/XXXX ) stating that my payment wasn't received ... .I explained to the gentleman all of my frustrations and told him that I would NOT pay them another dime for anything and he hung up on me. This company is a crook! I am currently 2 months into the 6 month redemption period of my foreclosed home ... ..I want some legitimate help redeeming my home! I want this company stopped once and for all and I want my {$2700.00} back please.
|
| 11/30/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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I have my Mortgage through XXXX XXXX XXXX. I called them the early part of XXXX when I received a letter about mt Escrow shortage. They explained to me that I will have to call my old insurance company myself to request the money back that my mortgage company paid when I had found another home owner insurance company. However, I called and requested the money back from me mortgage company that had paid them from my escrow account. I have now been calling them since Saturday XX/XX/2023 until current today XX/XX/2023 to put money back into my account to get my payments back low. The website was down all this time, the call center was closed and a recording stated the no one can access your loan information at this time due to a system outage please try again later. Noone from this company sent out any notification to the customers and they just left everyone in limbo. I finally received and email today stating the website is back up and running. I tried to call again today and no one is still answering the phones they keep hanging up like it's after normal business hours. This is not professional at all when it comes to someones home and not knowing what's going on and can't talk to anyone from a big financial company as XXXX Loancare suppose to be. I'm not sure how and when I can speak with someone to get my issue resolved and taken care of. I have no other choices because it feels like my mortgage company shut down with no other options made available to there clients. Someone needs to address this and someone needs to be held accountable for some nonsense like this.
|
| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Problem with XXXX/Loancare servicing.
I have a NON-escrowed mortgage for most taxes and insurances ( only flood is required to be escrowed ). This servicer received a regular COPY of the windstorm insurance bill and decided to pay it without communication with me. Added it to my escrow without my consent. Since I was not aware, I tried to pay the bill with my insurance company and was told I was fully paid. Six months later I receive an escrow analysis statement with the prior payment, resulting in a large shortage in my escrow account. They also ADDED the future renewal to my escrow account creating a further shortage and dramatically increasing my required monthly payment. I spoke to the servicer 3 times about the error. They acknowledged the error. They promised to correct the error. After a month and a half of this back and forth, they still have done nothing to correct. The increased payment was due XX/XX/XXXX. I did not pay it. I have decided to payoff the mortgage. Today is XX/XX/22.
I requested a payoff online on XX/XX/22. My request shows on their website. It says expect in 1-2 days. I CALLED today and spoke to a representative who said a supervisor would send me a payoff within the hour. No payoff forthcoming. I have already sold securities to pay this loan off ( that is how frustrated I am ) resulting in a large capital gain expense. The " service '' from this company is unacceptable and abusive. They tell customers what they want to hear just to get them off the phone and then do nothing. Not to mention the difficulty just to get to speak to a person.
|
| 09/29/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
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I had opened my mortgage account with XXXX in XX/XX/2019, which was later transferred over to LoanCare in XXXX. During the transfer, my account number changed and I was not notified about this. While the XX/XX/2019 payment posted there was an issue with the XXXX payment. I only figured this out when I logged into my account online and it showed a past due payment. When I called to investigate I was told my payment never posted. I had to figure out myself that the account number had changed. So I resent the payment with the correct account number.
I was assured that since this occurred during the transfer process, no late fees will be assessed and also that this 30 days past due payment issue will not be reported to the credit bureaus. Much to my chagrin, this exactly what happened and my credit score dropped by 94 points in XX/XX/2019 ( XXXX in XXXX to XXXX in XXXX XXXX.
I raised a dispute over email, which took more than 2 months for them to look into. Their customer service number never reaches and agent so I wasn't able to discuss with any one in person. Not being able to ever reach and agent is a very frustrating experience. I finally received a response by mail that stated they have completed their investigation and find that their reporting was accurate. No explanation. I am unwilling to accept this. I disputed this again and this time there is no response after I waited for 2 more months. This staying on my report is hampering my ability to refinance my loan with another lender at more favorable terms.
Lender : Loancare LLC ; XXXX Account number : XXXX
|
| 05/09/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
We got behind on our morgtgage payments for the months of XXXX and XXXX. In XXXX, we had the money to pay the 2 past due payment to LoanCare as well as the XXXX payment, but we have not been able to log into our account ( they disable your online access after 2 months of being behind on payment ) nor have we been able to reach a person at LoanCare to try and solve the problem.
My husband and I have called multiple times a day, every day since XXXX and the automated system identifies your account then hangs up on you. We have answered the phone when LoanCare calls us but it is just an automated message that tells you to return their call.
I sent SEVERAL emails to every email address I could find. When you email customer service, you receive an automated email response saying they are no longer monitoring that email address. I emailed loss mitigation and even the email address for requesting payoff information in hopes of being able to reach anyone. I have never received a response.
I reached out to them on XXXX in a private message on XX/XX/XXXX explaining the troubles I was having and they responded and gave me another email address to send an email to, I have sent 3 emails to that email address, still with no response.
We have the money to make the 4 months of payments, but we are terrified to send the payment to them in case there's no one there to accept the payment.
We did receive paperwork from loss mitigation to start that process last week, but we we still can't get ahold of anyone.
We don't know what else to and we don't want to lose our house!
|
| 12/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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House burned down in camp fire on XX/XX/XXXX sent my structure check to XXXX XXXX XXXX ... XXXX XXXX XXXX overnight-ed signed with a letter stating to pay off my loan and overnight my funds back to me ASAP on XX/XX/XXXX ... .as instructed on XX/XX/XXXX by them ... i have been given the run around since no one can verify when i will receive my remaining balance, one person says they received it and processed it on the XX/XX/XXXX even though i have proof it was received on the XX/XX/XXXX as instructed ... they gas light me ... and i was never able to receive a phone call back from a manager/ supervisor for over two weeks after calling daily not only do i have the stress of loosing one home they caused me to loose another in escrow because of this ... now as of Friday the XXXX a XXXX XXXX supposedly a Manager was going to return my phone call today XX/XX/XXXX he verified the receipt of the check ( which was cashed ) as well as my letter asking for funds to be returned to me ... .i get a phone call this morning from some other woman ... .stating there is no request to return funds to me letter ... ..several agents mind you have already acknowledged the letter was there i have a copy of everything as well. I want my money back this Co ... is either keeping my money to earn interest on purpose or is totally no qualified to handle servicing of loans i have emailed corporate filed a XXXX complaint called everyday ... .most i talk to are rude and uncaring and either act like i haven't done something right or didn't follow procedure which is all a form of Gaslighting ....
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| 11/01/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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I am writing to request your help. I have a mortgage with Loancare ; account number XXXX, opened date XX/XX/XXXX. This company is reporting a late payment on my account and I want to explain why they are committing multiple violations to the FCRA by doing this.
I have mortgages dating back to XXXX and I HAVE NEVER BEEN LATE. Back in XXXX, I processed the Loancare payment online and for any reason, their website indicated that the transaction was successful. I realized that the payment was not submitted until XXXX, when they called me. I have been told that they have a terrible website and I confirmed that on XXXX.
They are being unreasonable because THEY NEVER HAD CALLED OR MAILED A NOTIFICATION until XXXX and nothing in XXXX when the payment was late. The FCRA requires any debt collector company to notify the consumer when a payment is due.
Loancare is also committing violations to the section ( 609 ) of the Fair Credit Reporting Act by reporting false and erroneous information. The first time a live person called was XX/XX/XXXX after the payment was due, WE IMMEDIATELY PAID.
This is a joint account, therefore, two people are being affected by this companys NEGLIGENCE and UNFAIR BUSINESS PRACTICES. We have a Pending mortgage for {$300000.00} because of this wrong information being reported.
I am demanding a Deletion letter from Loancare. This inaccurate mark must be removed or corrected ; otherwise, I will not have another option but FILE A LAW SUIT for all the violations committed.
Attached : Bank account as proof of that I had enough funds to pay.
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| 09/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Summary : LoanCare escrow service paid taxes out of my escrow account to an incorrect parcel number in XX/XX/XXXX. They have not yet refunded me for this error or the late fees incurred as a result of taxes not being paid correctly.
Details : On XX/XX/XXXX Loan Care sent {$1300.00} to the City of XXXX XXXX for payment of XXXX Summer Taxes. The issue is Loan Care placed the INCORRECT Parcel ID on the check so the {$1300.00} was applied to my neighbors taxes. I have met with and spoke with the City several times as well as Loan Care on Loan Cares mistake. Everyone acknowledges that Loan Care made the mistake but I have NOT yet received my {$1300.00}.
{$60.00} : A year later, XX/XX/XXXX, Loan Care finally paid my XXXX Summer Taxes of {$1000.00} plus a late fee of {$60.00} due to Loan Care paying the XXXX taxes a year late. I am still awaiting the refund of the {$60.00} from Loan Care.
I have been contacting LoanCare with over 25 phone calls and emails since XXXX of XXXX and they are not resolving the issue. I am put on hold for hours to wait to speak to a management member who ultimately has no authority to resolve this issue. It is deferred to their " tax department '' but no attempts are made to contact me in any form.
I sent LoanCare a very detailed letter and spreadsheet with amounts, dates and payments in XX/XX/XXXX. They said I would be contacted within 3 days. It is now 4 weeks later and I spoke to a member of their " management team '' after being on hold for an hour and was only told that I needed to wait another week for them to decide what to do.
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| 04/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019 I received a Notice of Servicing Transfer from my current loan servicer, XXXX XXXX XXXX XXXX LoanCare , LLC. The notice said the loan servicing was being transferred from XXXX XXXX XXXX c/o LoanCare , LLC to XXXX XXXX XXXX XXXX LoanCare , LLC. This did not make sense, but I assumed it was an internal restructuring and that my loan would not be affected.
On XX/XX/2019, I received an email notification that my mortgage payment had been received. This notice came from XXXX. I've never heard of this company. Their website indicates they are XXXX XXXX XXXX XXXX XXXX and that they are a loan servicing company.
On XX/XX/2019 I called LoanCare to inquire. LoanCare maintains they are my loan servicer.
12 USC Section 2605 ( b ) requires a prior notice of a transfer of loan servicing. To the extent my loan has been transferred, I have not received the required notice. This is a violation of federal law.
More importantly, I'm not sure that my loan, financial information, and banking information is secure. I've had problems with LoanCare previously in that they are reckless with the release of my financial information and do not take securing financial information seriously. I now fear they have released my financial information and allowed some third party to access my account.
What is clear is LoanCare did not give notice as required by law, that XXXX withdrew money from my account without my consent or knowledge, and that some confusion remains between LoanCare and XXXX as to which of these entities is the loan servicer.
Will you take some action?
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| 03/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021, I tried to log in to pay my mortgage XXXX My log in failed - there was no message saying anything was wrong with password or ID ... it just kept reverting back to log in. I even tried forgot password to see if that would help.
No luck. No tech support available through their website. I called customer service. They have the most convoluted " Self SErvice '' messaging. And their customer call line keeps directing one back to the website. I spent over an hour trying to find my way through their phone system. I can't even remember how but I finally got a person. Not the usual press 0 or # ( In fact when you press 0 more than once you get a good-bye and then a hang up ). Once I got a person, she told me I was locked out of my account because I had my cell phone number also listed in the home number spot. She unlocked my account and I was able to pay.
Today one month later I log in to make a payment ... and the same thing ... log in does nothing except bring back a new log in screen. No error message ... just a continuous loop back to log in. So I called again. I have spent 45 minutes trying to find anything on the phone service that will be of help. I can not figure out how to reach a person and NOTHING at the customer service line leads to something or someone to help with this matter.
This trouble paying can lead to credit damage. How do I get to speak to someone who can help me? All I want to do is be able to make online payments. In the past ( For YEARS ) there was never any trouble making online payments. This company has horrible service.
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| 01/28/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I Purchased a home through the builder XXXX who sold our mortgage to Loancare LLC. They have serviced our mortgage since XXXX and we have experienced several issues with the company. We are being told that we must carry an escrow account with Loancare that then they are responsible for paying our taxes and home owners insurance. For the last three years Loancare has payed our taxes and Homeowners late. We have contacted the company every year to discontinue our escrow account and begin paying taxes and homeowners ourselves and every year they give us a different story for not being able to discontinue the escrow account. The first response said that we needed to carry the loan for 2 years before we could discontinue the escrow account. Now that we are 3 years in with Loancare as our mortgage holder they say that we have to be under 80 % on our principle. We spoke with them on XX/XX/XXXX when they were asked how we can make sure that they make our payments on time the person explained that there is nothing that we can do and if our homeowners insurance lapses then that sucks and we are responsible. My wife and I are beside ourselves with this response and are very concerned. Our insurance lapses in XXXX every year and we are not covered under homeowners insurance from XX/XX/XXXX until whenever Loancare decides to pay the taxes and homeowners. We are also being penalized and having to pay more in our property taxes due to the late payment. We feel helpless in this situation and are trying to figure out how to sell our home in order to get out from under Loancare.
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| 05/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX XXXX I received notice that Loancare ha d conducted an escrow " review '' and determined that my monthly escrow payment needed to increase from {$750.00} to {$930.00}. I found this to be odd, and excessive, and sure enough, after doing the math myself, I calculated that I 'd overpay them by about {$2300.00} annually with this increase. Within a few days I contacted Loancare by phone to argue these additional charges. I was told to submit a written reques t ( email acceptable ) with supporting information. I submitted information stating that our home was now under a " principal residence exemption '' thus lowering our tax obligation. I also included historical statements approximating our tax liability from when the home was under this exemption with the previous owners. This information was not deemed good enough, so they refused to reassess the monthly escrow contribution. At this time, feeling that giving Loancare an interest free loan was not in my best interests, I requested to eliminate my escrow account altogether as it 's not difficult to pay two tax bills and one in surance bill annually. I was just informed that they 've denied my request to eliminate my escrow account. To summarize, in my judgement, they 've poorly reassessed my escrow payment, causing me to overpay them by thousands of dollars annually. Thousands of dollars that should be in my bank account earning interest. Seeing eliminating the escrow account as an easy way to solve this problem, I 've requested that, but somehow they 've seen fit to deny that as well.
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| 02/09/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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This is a follow-up to a complaint submitted on XXXX XXXX, XXXX, ( Case number : XXXX ). This concerns the fact that my current mortgage was sold by XXXX to LoanCare XXXX as of XXXX XXXX, XXXX. It is my understanding that according to CFBP regulations, the new owner of my loan must notify me within 30 days of the effective date of transfer. It is also my understanding that both my old and new servicers must notify me about the transfer of my servicing rights no less than 15 days before the effective date of transfer. I have received no notification from LoanCare or paperwork of any kind. I contacted LoanCare on XXXX XXXX to inquire about my loan and to obtain a Loan Number so I could make my XXXX payment. As of XXXX XXXX, XXXX, LoanCare customer service had no record of my social security number in their system and no knowledge of my loan. LoanCare stated that they will not charge late fees for the month of XXXX and that I will receive information sometime this week. However, I have received no written assurances that late fees will not be assessed, and when I asked to speak to a LoanCare manager, they cut me off. I am extremely concerned ( based on their current ineptitude, online reviews and a XXXX grade of " XXXX '' ) that they will charge late fees and my credit rating will be damaged as a result. I am also highly disturbed that this company will be handling not only my mortgage, but property tax and home insurance payments. I am sending this additional complaint to add information to the record should it be necessary to take legal action against LoanCare.
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| 03/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Company : XXXX XXXX XXXX ( LoanCare ) I called XXXX XXXX XXXX ( LoanCare ) in early XXXX, XXXX to request that no hazard insurance payment be sent to our insurance provider because I was evaluating hazard insurance offers and may change carriers. Despite this call, a payment in the amount of {$690.00} was sent to XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX. I had already changed our hazard insurance to XXXX by that time.
Since then, I have called numerous times to track this payment in order to get the {$690.00} refunded to our escrow account. I have been told a variety of things by XXXX Customer Service and Insurance departments, including three-way calls with XXXX. Things Ive been told include the following : - The payment was sent as part of a bulk check so the check could not be canceled.
- The payment had not yet been received by XXXX.
- The payment had been received by XXXX, and it in fact was a bulk check. There were other problems with this bulk payment and it was being returned to XXXX.
- The payment had been made and signed for by someone at XXXX, but XXXX had no record of it.
I have also been told every time I call that a supervisor or someone who is researching the issue will call me within 24-48 hours with additional information on how to resolve this. I have never received a call on any of these occasions.
I sent a written letter to XXXX on XX/XX/XXXX. I received a letter back from them stating that they received it XX/XX/XXXX and were reviewing.
I dont know whats true at this point, but I do know that the money is not in my escrow account.
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| 04/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our lender XXXX ( LoanCare , LLC ) made 2 major mistakes with our escrow account and is not offering any resolution. Instead, were receiving the run-around as they attempt to raise our mortgage payment {$500.00} a month to compensate for their error. XXXX made the mistake of paying the county taxes twice thereby depleting our escrow account by {$2600.00}. They then calculated that they would make the same mistake next year incorrectly increasing our estimated escrow. The error on their behalf is glaringly clear on our online account as well as paper statements and has been acknowledged by every customer service rep we have spoken with. However, two weeks of phone calls to customer service, 2 promised dates of case correction and closure ( XX/XX/2020 and XX/XX/2020 ) have come and gone without any resolution or return of our mortgage payment to normal. We began speaking with customer service XX/XX/2020. Our mortgage payment is due in 3 days and they are penalizing us for their errors by raising our monthly payment from {$2200.00} to {$2700.00} to offset their mistakes.
We see two resolutions to this problem yet XXXX has not allowed for any, especially in a timely manner. They can return our payment to the original amount as escrow payments are not due until the end of the year and this will be resolved by then. Or they can recalculate our anticipated escrow balance payout without the incorrect additional {$2600.00}, greatly lowering that {$2700.00} to a more affordable amount closer to our original payment while waiting on the reimbursement from the county.
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| 04/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Got my statement today, and was shocked by the shortage of funds supposed to be applied to my principal balance. You take my XXXX balance, they should have applied between {$270.00} to {$280.00} dollars every month at this stage of the loan. Subtract the 2 balances between XX/XX/2020 and my XX/XX/2020 statement of today, you end up with a {$60.00} dollar reduction a month for my last 3 payments of principal balance. All payments to them and ANY creditor has never been late, and why my credit score is in the 800 's.
I have filed complaint to CFPB 3 times in the past, and today after 1 1/2 hours on the phone , XXXX admitted a new fact to us, that LoanCare made another error in applying my funds, and this time it goes back to XXXX of last year and only part of a check was applied wrong according to XXXX from Management she says.
CFPB has 3 complaints from me, and today is a new one and my principal balance is short better than {$650.00} dollars!
CFPB has already taken action towards LoanCare in Virginia, and I think CFPB should take action once again, you have misapplied funds another time with just my account and of course it is my principal balance is cheated, LoanCare lied to CFPB about late payments, did not respond to the contents of my prior complaints, but dropped, you have state and federal laws broken.
I am filing yet another complaint by an out of control company being allowed to do exactly that. I will see what CFPB does this time, and will pass on the information as instructed by CFPB employees to various people in Washington.
Thanks, XXXX XXXX
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| 01/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage administrator, Loancare XXXX XXXX XXXX, XXXX XXXX, VA XXXX appears to be operating on online process whereby they are limiting principal repayments to 20 % of the principal. I attempted to make a larger principal payment ( approx 50 % of a XXXX mortgage ) on Friday XX/XX/2021 and was prevented from completing the request online.
I subsequently called Loancare ( XXXX XXXX on Monday, XX/XX/2021 and was put into a wait queue. I ended up leaving my phone number for callback but the call was not returned. Later that day I made two attempts to contact Loancare through their online systems, first by using their contact form, then by using their document request system. There has not been a reply via these messages so I called again today XX/XX/XXXX and spoke to a representative. The representative said they could not take a principal payment greater than 20 %.
I explained that I was aware that my mortgage does not have a prepayment penalty and in my opinion by denying a principal payment greater than 20 % Loancare was effectively generating interest revenue on the principal that should have been paid off if they were not restricting payments.
The representative put me on hold while she contacted their supervisor and came back to inform me that her supervisor could not take the payment as a whole, but would call me back and may be able to split the payment into two parts. I'm assuming this will go ahead, but overall I think that this company is operating a practice that tends to hinder principal payments and results in unfair revenue gain for them.
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| 06/09/2021 |
Yes |
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Web |
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I purchased my home in XXXX and after my loan closed and 2 deeds were recorded as it was a bond loan, the lender had to redraw docs -within the same month- and 2 new deeds were recorded. However, at that time, the original deeds were not reconveyed. When my loan was modified in XXXX, this was supposed to have been resolved. I am now selling my home and all 4 liens are still on my title. I have reached out to the service - Loancare- as has title and escrow with a request to provide a full reconveyence letter once the loan is paid in full and no one is assisting. For 39 days I keep getting tomorrow or we will call you back and nothing is happening. Now I am paying XXXX a day on the extension for the home I am buying that was supposed to close on XXXX and they will only extend until XX/XX/XXXX and my earnest money is no longer refundable. XXXX addition, my buyers for my home are requiring me to pay for their lock extensions and are threatening to sue me because I signed a contract stating I had a clean title which I clearly dont. Today is my dead last day and Loancare has opted to ignore my calls, emails and puts me on hold for hours at a time to come back and tell me that it will take some time. I dont know what to do. I am going to lose everything over their mistake and no one cares. I need help. I had a modification that they tried to fight but lost because they violated HIPPA and I feel like I am now being discriminated against for that, as though they want to punish me for needing help. This is clear discrimination and I am not able to do anything else
|
| 02/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I got behind 1.5 payments with Loancare. Not badly but behind with Loancare. On XX/XX/XXXX I paid {$4400.00} to get current on my loan. I have spoke with them and they told me that is what it would take to get my loan current. I then made another payment to my loan on XX/XX/XXXX. This would of been for XXXX. So XXXX went by and the holidays and a slow XXXX XXXX ( I am in XXXX XXXX ) and I didn't make the payment for XXXX. I then called on XX/XX/XXXX to let them know I have the 2 payments for XXXX and XXXX to get caught up. They then told me I was 7 payments behind and will need {$15000.00} to avoid foreclosure attorneys. I told them I didn't understand and their math is wrong. I sent them all the documents to prove that their math is wrong. They then just kept denying my evidence. would not work with me and are trying to get me to do another 30 year refinance loan where I will have to pay a much higher interest rate, add 5 years to my mortgage and take the {$15000.00} that They say I owe them and add it to the end where that then gets compiled with a ton of interest where I will have to pay off at the end of the loan. I have talked to an attorney and they told me this is common scam in the mortgage industry to get more interest from you. I don't want to take legal action if I don't have to. I truly feel they are just bullying me into paying them a bunch of unnecessary interest. ( it has been since XX/XX/XXXX I have been dealing with this and No one is getting back with me or willing to work with me as I have been calling 3 times a week for over a month )
|
| 03/01/2023 |
Yes |
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- Trouble during payment process
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Web |
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in 2022 because of my economic situation I applied to forbearence at the end of the forbearence they gave me two option " paid in full amount I owe " or " recalculation of my debt '' I agreed to pay full amount of {$10000.00} after that the mortgage company said I have still negative balance in my escrow because my property tax increased ( because I got pace program window installation ) but that difference is around roughly {$2700.00} compare than last year property tax, because of negative balance they said they need to cover this negative balance and future year negative balance thats why instead ( - {$2700.00} ) they said my new negative balance is around ( - {$6000.00} ) and I agreed to reflection to my monthly payment after this adjusment my monthly payment went up to from {$1600.00} to {$2500.00} after I made 2 payments called them and asked if I make adiitonal escrow payment what will happen, as of today representative said I still have negative - {$6000.00} escrow shortage and because I dont have {$3000.00} in my escrow for XXXX and XXXX based on florida law my new balance is- {$1400.00} so at the conclusion I have previous year shortage amount of - {$6000.00} ( said covers previous and following year ) and current year shortage - {$1400.00} in my escrow, I dont believe I have shortage the maximum amount I may have - {$2700.00} after XXXX and I made my payments if there is a remainig balance its spoused to be between $ XXXX {$2000.00}, I want to dispute their calculation or need help to recalculate, when I call them they only said have shortage
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| 10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In or around the last week of XXXX. I was informed that my mortgage had been transferred to a different servicer, LoanCare LLC. I was not informed at that time that my monthly mortgage payment autodraft would transfer to the new servicer. I attempted to log in to the new servicer portal on or around XXXX XXXX, but the loan information was not available at that time for customers being transferred from my old servicer. Because the payment was due, I called and made a phone payment through their automated system that same day to ensure I would not be late with my payment.
On XXXX XXXX, the autodraft came out of the account, resulting in a double payment. I called LoanCare on or around XXXX XXXX to request the additional payment be refunded, and I was told that the funds would return to my account on or around XXXX XXXX. The refund never appeared. I called XXXX XXXX at XXXX to follow up and was told the customer service representative on the first call had failed to inform me that I would need to submit proof of payment in order to have the refund processed. The CSR asked if I would like to begin that process. I declined, since the mortgage is now prepaid through XXXX, and it's too late in the month to have any cashflow benefit at this point.
LoanCare 's communication at the servicing handoff and at their customer service line has been abysmal. If I hadn't transferred money from my emergency fund to cover the potential double payment scenario, I would have overdrafted. In the short term, this has caused significant cashflow headaches for my household.
|
| 02/08/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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|
Web |
Older American |
|
My main mortgage is with XXXX XXXX on a second residence. Took out a {$100000.00} loan years ago ( at that time with XXXX ) who sold the loan to XXXX, who sold the loan to Loancare or Loancare is company collecting for XXXX. Haven't figured this out yet.
Loancare reported 6 late payments back in XXXX. Looking through my bank statements found that payments were made on time, not only to Loancare, but XXXX also took out the same amount at the same time- so double payment even if the report NO payments!! During Covid got mitigation from Loancare. Resumed payments in XXXX of XXXX, however every payment was reversed back into my bank account. I could not reach anyone at Loancare nor XXXX on the phone. I wrote letters, see attached. Loancare did send me some check totalling {$910.00} ( no letter of explanation attached ) Last I finally talked to someone at Loancare who said I should pay up over {$9000.00} to make the loan current!! This is a total mess and I am afraid that Loancare is trying to take away my property for non-payment, even though I have been paying all along, I filed a complaint with XXXX but have not heard or learned of any resolution.
Loancare is now sending my application forms for loss mitigation. I have complied with their request and sent them all the documents they required. Loancare keeps saying that I am missing documents and they are now threatening with foreclosure. Short of hiring an attorney, which I can not afford ( I am an XXXX XXXX XXXX retired woman ) I don't know what to do and am at my wits ' end. Please help if you can.
|
| 12/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I currently got behind on my mortgage payments due to COVID-19. Hours were cut then the primary lost his job. I sent s modification package with all docs on XX/XX/XXXX via overnight but the post office lost the package. I had provide the tracking number and kept calling back so on XXXX I spoke with a rep who when over the COVID-19 careact and submitted for that she stated on that call she would tell the loss mit dept to disregard docs because careact help does not need docs. After that call 2 other reps called me about missing docs but then stated that seen I was pending for careact and could take up to 30 days stated that I didn't need to send docs. The last call being on XX/XX/XXXX. Then on XX/XX/XXXX when I called I spoke with an XXXX XXXX ID # XXXX who stated that I need docs XXXX didn't understand what I was trying to explain what XXXX stated to me was that " I could hung up and call back and speak with someone if I didn't like what she was saying ''. I requested for a supervisor the supervisor she connected me with was her supervisor whom name was XXXX after explaining to XXXX. XXXX ask me so " you were trying to use your mod docs from XXXX we can't use Mod docs from that far back '' I never said that and don't even know were he got that information from. Ask XXXX repeatedly to pull the call from the last reps going back to the rep who offered/submitted me for the careact XXXX began XXXX say things that I don't know what he was saying almost like he was disorientated. I have made multiple calls to try to resolve this matter with no assistance.
|
| 05/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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We have had continued issues with XXXX LoanCare , LLC paying the correct property and school tax from our escrow account. There are sufficient funds in our escrow account, but according to past phone calls, most recent of which was XXXX XXXX, they have been paying the wrong amount and wrong parcel number. It took us 1.5 years and a complaint here with CFPB to get them to pay our XXXX property/school tax. They accrued a couple XXXX dollars of extra fees by paying it excessively late. Now we are having issues with our XXXX property/school tax. Our most recent correspondence was received from our local Tax Claim Bureau that our property/school tax has again not been paid in full on time. The certified letter is dated XX/XX/XXXX and states : " If you fail to pay this tax claim or fail to take legal action to challenge this tax claim, your property will be sold without your consent as payment for these taxes. '' I forwarded this letter through their preferred online form/messaging center and like last time, did not receive any type of receipt of message or response back. Their online messaging system does NOT work at all! Previous form submissions included a letter from XX/XX/XXXX and letter from the school district XX/XX/XXXX. The tax bureau still shows {$2300.00} of delinquent taxes need to be paid for XXXX. This is not our fault but we could receive the ultimate penalty for their continued negligence to correct the addresses and account numbers on our property tax/escrow account! I sincerely hope this complaint will rectify this situation permanently.
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| 10/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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I have a first and a second with my home at XXXX XXXX XXXX in XXXX XXXX Co -- my first has gone from XXXX to XXXX to XXXX and now Loan Care ea company before Loan Care declaring bankruptcy and stealing the escrow in each case -- a federal just in the case of XXXX, a XXXX owned company, actually entertained a class action law suit for lender placed insurance and it cost me 6 months of extended insurance above and beoynd of about {$300.00} per month for 6 months -- the bankruptcy court ruled in the corporations favor and sent us a measely check of {$63.00} -- I did not even cash mine as did not many others and this causes the loans to be sold resold. When my insurance agent popped my insurance 61 % Loancare increased my monthly payment 71 % and sent me a new escrow statement even after I replaced the original amount that they were asking for with a new payment of {$510.00} from {$450.00} and the replacement check of {$870.00} as Loancare asked -- Original amount was {$1700.00} -- Loancare consequently never credited my original escrow account and sent me another escrow statement asking for original {$1700.00} and a house payment of {$770.00} -- these escrow accounts are only scams by loan servicing companies and they prey on older folk like myself at XXXX years old to comply. I say U.S. Govt fix this XXXX -- people are being treated very poorly and hard earned retirement savings are being stolen by major corporations. I contacted Senator XXXX office and XXXX put me in contact with you -- I have contacted XXXX XXXX and also sent them the information.
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| 10/24/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have a missed payement with XXXX currently its XXXX they are reporting missed payment that i tried fixing with them and they do n't even disclose information to me at all. not even days supposedly payment was missed. i fount out thru my lender i normally use that it was XXXX of XXXX i never had a missed payment in my life. i remember one of their rep calling me and saying to my account number did n't match and my payment is late, i give them my routing and account number over the phone and told them to CALL ME if payment did n't go thru. they never did.
I tried solving it with company and emailed them payment confirmation and my bank statements showing i had more then enough money on my account. i have to loans with them one of them is {$2300.00} and another is {$950.00}. the house with lower payment of {$950.00} did n't go thru because they did n't process it correctly and when they calling me i gave them info again and again the did n't process. i open dispute with them that took way over 30 days. had to call them several time and still no luck. i have lixington law firm fighting with them for over a year and still no luck. my credit used to be over XXXX points and it dropped bellow XXXX after that., now i 'm getting a new house XXXX my 4th one ) for {$620.00} and new business building for XXXX XXXX and they give me hard time about the missed payment. please help me resolve it. i even pay additional principal minimum of {$500.00} per account for 5 years. paid off my 1st house in XXXX years. i 'm beyond responsible to miss a payment like that.
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| 09/27/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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My husband and I have a FHA home loan with this company and our forbearance is due to expire. We have had many instances of inaccurate information, duplicate forms being sent l, and a tremendous problem with finding clarity with the options available for our mortgage. We have filled out mortgage assistance applications only to be sent blank ones again in the mail over and over again. When we call and verify their receipt of certain documents or to inquire about certain program availability, we are met with conflicting information or no information at all. It is extremely frustrating to gather all of the information for the documents that have been requested from us only to be told that they have NOT received them days later or we are asked to fill them out again. This process with this company has been a complete and total nightmare. We are not fully aware of our options. We have no idea where our account stands. We dont even know who to talk to. Our account is NEVER notated correctly. On top of that when we call in, we are met with rude and bullying representatives constantly. We would like to resolve this issue with our finance company to ensure that we can stay in our home but at this point, we are terrified to continue dealing with this company during this trying time. Their lack of urgency to ensure that their customers know what options are available to them and how to correctly apply for an inquire about these programs. I have recently been diagnosed with a XXXX XXXX and this process has not allowed my family and me to focus on my health.
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| 01/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX LoanCare, XXXX XXXX XXXX, XXXX XXXX, VA XXXX charged our escrow account {$430.00} for our homeowner 's insurance premium, but they sent the payment to the wrong company.
XXXX, XXXX we received a notice of cancellation from our insurance company ( XXXX XXXX ), so we contacted LoanCare to determine why they had not been paid. LoanCare identified the error they made, but they charged our escrow account a second time to send the payment to the correct company. Our escrow account is now short and our payment will increase by nearly {$45.00} on XX/XX/XXXX.
We received a letter from LoanCare dated XX/XX/XXXX stating that the first company that incorrectly received the insurance payment had mailed the refund check payable to us, and we were instructed to mail it to LoanCare as soon as we received it, and by XX/XX/XXXX we have not received the refund.
We have no idea who LoanCare sent the first payment to so we don't know who to contact to try to discover where our refund is. Additionally, we are unable to reach a human being at LoanCare to ask them to refund one of the insurance payments while they work on getting the refund back. We've called LoanCare, but the recorded message states that the call volume is too high, so we left our name and number, but no one has returned our call.
Basically, LoanCare has stolen {$430.00} from our escrow account and refuses to refund our money, and now we will be punished a second time by having to make up the shortage in our escrow account by paying an additional {$45.00} in our mortgage payment.
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| 11/03/2023 |
Yes |
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- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
Servicemember |
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I am in XXXX XXXX service XXXX veteran. I got a loan modification with a VA back loan. I recently had medical issues and have been unable to make payments. I am over 160 days behind. I applied for a loan modification three months ago, instead of helping me, they raised my payment and made it unfeasible for me to live and pay my bills. I contacted the VA they put me in touch with their social worker who was no help I have applied to different programs to no avail. I called nation lending requesting a loan modification or asking what they could do to prevent the foreclosure as this is my home and they told me I could do a short sale or pay them at lump sum of {$9000.00} or there was nothing else I could do. They were very inconsiderate, and I have been unable to get any help from the lender or the VA in regards to this matter. Please help me as I am about to lose my home and I have been through XXXX XXXXXXXX in the past two years from XXXX as well as had a decline from the financial stress and burden. My XXXX has gotten so I am in extreme emotional and financial crisis. I served my country honorably, was severely injured in XXXX Ive received XXXX XXXX XXXX, and Im a highly decorated veteran, and I am deeply hurt that neither the VA nor and XXXX XXXX well help me. I have also called the HUD counseling agency and was told by them that XXXX XXXX is known for their predatory practices, and I would greatly appreciate if you would look into this and get back to me as soon as possible. Thank you so much for your time I sincerely hope you can help me.
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| 08/01/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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For the last two years I have been in a downward spiral with Loan Care. After I started the loan trial modification process and was at the tail end of it they have refused to send me the proper paperwork to sign for closing. I continue to make the payments that are not being applied to the mortgage but instead to the trial plan. I am in my 4th cycle of misdirection with Loan Care, and each time is the same.
Trial Modification paperwork is mailed in the proper name so I can open, sign and return.
I make the 3 trial payments needed to start the closing process.
Then they mail the final documents in the wrong name so I can not open and sign.
They put the house back in foreclosure status with a sale date.
A month later they send me new trial modification documents with the proper name, and the process starts over.
Each time the payments are made and applied to the trial and not to the mortgage. The last time they put it back in foreclosure it was stated that I had not made a mortgage payment since 2017. This is not true.
Over the last month I have called 3 times a week, to get the paperwork sent out correctly. Each time they have stated that the paperwork is being processed with the correct name on mailing and I will be receiving it. It has not been re-mailed.
It is evident that they have the capability to mail items in the correct name every time except when it is the closing documents, keeping me in the cycle of not being able to finalize my loan. 2 years is far to long of a process not to send the appropriate paperwork.
PLEASE HELP
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| 01/29/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Problem with product or service terms changing
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Web |
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On XX/XX/XXXX, my job position was eliminated. I contacted LoanCare and informed them of my unexpected situation. I was given the option to apply for the Loan Forbearance program. On XX/XX/XXXX I received a notification from one of the credit bureaus informing me that my XXXX XXXX has dropped by XXXX points. When I logged into the credit bureau 's website it stated that they've received information from Loancare LLC, " mortgage balance increased by {$6700.00} from {$250000.00} to {$260000.00}. '' I immediately call Loancare customer service and after much research and speaking to a manager I was informed that the increase was due to shortage in my escrow account. The representative informed me that he was not able to see a change in my principal balance and was not sure why the credit bureau would report that. When asked why was I not connected or informed of the shortage and given the option to bring my escrow account up to current? I was informed that if I have not maybe a letter is in the mail system. The manager then instructed me to take a screenshot of the credit bureau 's report and email Loancare LLC customer service. On XX/XX/XXXX I received a letter stating that they didn't find any errors. Again in XX/XX/XXXX, a different credit bureau reported the same thing. I contacted Loancare LLC with a screenshot from now 2 out of 3 bureaus showing this information. On XX/XX/XXXX I received another letter stating that there were no errors found. I was advise to make a payment towards my escrow account until the end of my forbearance period.
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| 12/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my existing mortgage from XXXX XXXX XXXX, serviced by LoanCare, to another company, XXXX. In this process, I have a remaining balance in my escrow account of {$800.00} that has not yet been returned. The loan funded on XX/XX/19. I obtained the loan payoff agreement from LoanCare which explicitly states " A refund of any remaining money will be sent to your address of record within 10 business days '' ; however, this time has since passed. Upon calling LoanCare, the representative advised the policy is 20 business days and that this is according to their policy despite what was sent to me as the loan payoff agreement. She then placed me on hold and returned to the line before advising the policy is actually 15 calendar days. I explained once more that a written agreement can not be verbally modified after the fact and also noted that even 15 days have passed since this period. She then transferred me to XXXXXXXX ' in the escalation team who then reverted back to the 20 business days and when asked why it takes so long to return my money considering they received a wire from the title, he could not answer. Further, when advised of the written agreement from the loan payoff, he could not answer their either. When asked when they intend to send the money, they stated it would be the XX/XX/19 at the earliest. This is contrary to their documented time frame and unjustly holds onto money they are not entitled to and unjustly enriches them with them opportunity to earn interest on funds they are delaying in returning to the customer.
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| 02/26/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Loan care continues to report me late on my mortgage and I have emailed them several times to no avail. Who can I talk to about resolutions?
They also reported me XXXX and continue to tell XXXX that I am XXXX. My mother XXXX and by them reporting me XXXX is bringing up XXXX, making it hard to switch services. I asked them to remove it but they refuse. It was the companies responsibility to make sure when I made the payment on XX/XX/XXXX to make sure I was paid up.
Here is a copy of one of the emails I sent them : First you report me XXXX to the credit bureaus, and AFTER I paid the past two payments of more than $ XXXX, you still report he with past due. It is your RESPONSIBILITY to make sure that when I made the payment of more than $ XXXX to INCLUDE ALL LATE FEES, which you failed to do. I am current with my payments and expect ALL of my statements to REFLECT as such. I am putting this in writing because I need a paper trail in case of further inquests. Below are the payments I made : XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT ID:XXXX XXXX : XXXX ID:XXXX,XXXX XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT IDXXXX XXXX : XXXX ID:XXXX,XXXX XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT ID:XXXX XXXX : XXXX ID:XXXX WEB XXXX XX/XX/XXXX Show additional information for activity type other payment XXXX LOANCARE SERV XXXX : MTG PYMT ID : XXXX XXXX : XXXX ID : XXXX WEB activity type other payment status type icon cleared Cleared. Select to mark activity type other payment XXXX LOANCARE SERV XXXX : MTG PYMT ID : XXXX XXXX : XXXX ID : XXXX WEB as Reconciled XXXX
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| 08/28/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Our mortgage was transferred to Loan Care when we closed on our home. Loan Care did not accurately project the property tax in our escrow analysis and when taxes were due we did not have enough in the escrow to cover it. Without contacting us, Loan Care advanced the additional amount to pay the taxes and added the shortage into our monthly payment as well as increasing our monthly escrow payment. Our mortgage payment had nearly doubled. The amount of taxes paid turned out to be incorrect. The XXXX had mislabeled our property so we reached out to them and they recalculated our taxes at our request. We received a refund for the overpayment and contacted Loan Care so we could apply the refund to our escrow shortage and adjust our escrow/monthly payment according to the recalculated tax amount. We have applied the refund to our escrow shortage but to date the corrected tax amount for our property has not been updated by Loan Care nor has our escrow/monthly payment been adjusted. We are still paying their increased escrow payment for property taxes that are more than {$1100.00} in excess of the actual tax amount. We have contacted Loan Care for resolution several times over the last few months. None of the customer service representatives at Loan Care have been able to help us, no managers or supervisors are ever available to take our calls and even though we have emailed the requested documentation to their tax department and followed up on that email, we still have not received any communication from anyone who will help us resolve this issue.
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| 01/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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We made a request of XXXX to come out of forbearance on XX/XX/XXXX, XXXX They presented options to us but failed to disclose to us that we would be put into a 3 month trial period and would not be able to refinance for 6 months after a loan modification. If we were told that, we would have immediately rejected it. They also said that bringing the mortgage to current interest rates was XXXX of the tools that could be used in the loan modification. They told us it would take up to 30 days to get contacted. When we did not hear within 30 days, I contacted them. They rushed a package out to me.
When I got the package, it was completely unacceptable on multiple fronts. We had less than 20 years left on our mortgage and they put us into a 40 year mortgage at the old interest rate instead of a current interest rate and had language about a 3 month trial period which means we can't refinance for XXXX months.
I called and was told that lowering to current interest rates was NOT something they could have done. I requested a change to a deferment and was told that I would have to wait XXXX XXXX days for an answer on that.
They are clearly and unscrupulously dragging their feet to keep us from being able to refinance. Their competitor, XXXX XXXX, turns their deferments around THE SAME DAY. That makes sense because a deferment doesnt change the terms, it just adds a balloon at the end of the loan. We got into this because of economic injury and do not need this company keeping us from being able to refinance to lower interest rates.
Please help us.
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| 01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I refinanced my mortgage for a lower interest rate. I paid off the existing loan.
On the old loan under ''PAYMENT HISTORY DETAILS '' The following is listed Transaction Date : XX/XX/2021 Transaction Amount. {$530.00} Transaction Description. FORECLOSUREPARTIALREPAYPRINBAL ''THE TRANSACTION WAS APPLIED AS FOLLOWS : Principal : {$00.00} Interest : {$530.00} Escrow : {$0.00} Fees/Late charges : {$0.00} Other Fees : {$0.00} Miscellaneous. {$0.00} Unapplied Funds : {$0.00} On XXXX I spoke to a rep at LoanCare and he did not know what or why the {$530.00} was there for. I asked to speak to a supervisor and she told me ''I don't know why it has a description of ''ForeclosurePartialRepayPrinBal but it is simply interest when you paid off the loan. I disagree I have the payoff summary and with the payoff the interest was already added in. Loancare is listing this transaction as a separate entry.
I am offended that they have associated the word ''foreclosure '' with my name and account. Now they just want to call it ''interest ''. I am calling it an intentional mistake and I want a refund of {$530.00}. They can not just describe it as ''foreclosure '' and when I challenge it say it's ''just simply interest ' and I'm supposed to accept it.
To top it off I now with the new loan have acquired LoanCare again as the servicing company.
Why would they make 2 separate amounts of interest on a payoff? I owe this amount, the interest is this and total it. This {$530.00} is in addition to the payoff amount with interest. The {$530.00} is a separate entry.
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| 03/12/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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XXXX Loss mitigation procedures.
We are filing a complaint because the servicer, Loancare received a loss mitigation application request on XX/XX/2019. On XX/XX/XXXX we confirmed with XXXX in the loss mitigation department that this application for loss mitigation was received. They are currently in violation of 1024.41 ( b ) ( 2 ) ( i ) - Notify the borrower in writing within 5 days ( excluding legal public holidays, Saturdays, and Sundays ) after receiving the loss mitigation application that the servicer acknowledges receipt of the loss mitigation application and that the servicer has determined that the loss mitigation application is either complete or incomplete. If a loss mitigation application is incomplete, the notice shall state the additional documents and information the borrower must submit to make the loss mitigation application complete and the applicable date pursuant to paragraph ( b ) ( 2 ) ( ii ) of this section. The notice to the borrower shall include a statement that the borrower should consider contacting servicers of any other mortgage loans secured by the same property to discuss available loss mitigation options.
As of todays date the servicer has not stated in writing whether the application is complete, incomplete or stated whether and or what additional documents are needed to complete the application. This is an FHA loan. They should be reviewing me for authorization to participate in the program. When we call in we get no information on the review of my application to participate in the FHA - PFS program.
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| 10/28/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I currently have a mortgage w/Loan Care which purchased this mortgage from XXXX XXXX XXXXXXXX XXXX XXXX XXXX. In XXXX I did a loan re-modification on public record there are XXXX liens showing on my home XXXX ) dated XX/XX/XXXX in the amt. of XXXX XXXX ) dated XX/XX/XXXX in the amt. of XXXX XXXX ) dated XX/XX/XXXX in the amt. of XXXX. We have been trying to work w/Loan Care for 8 weeks to clear up the title on my home. I was scheduled to close on my existing property on XX/XX/XXXX and close on my new home on XX/XX/XXXX. XXXX weeks ago when this process started Loan Care directed the XXXX XXXX to reach out to HUD regarding the liens. HUD 's response is a follows : It would appear that you are going to need to work the Mortgage Servicer. In XXXX, the ONLY partial claim that was paid was in the amount of {$26000.00} in XXXX XXXX It sounds like the servicer recorded liens that should not have been recorded. SIP can not assist you with this issue. Please contact the mortgage servicer. They will need to verify that they never received reimbursement for those Partial Claims, that the Partial Claims were never funded and applied to the loan and then they will need to request that those liens be released Every time we have reached out to Loan Care we have to tell the story all over again and are told the issue has been escalated for research w/no time frame for resolution.
Not only is this affecting my ability to close on both homes but now I am at risk of losing a locked in Mortgage rate and if lost will affect my ability to afford my new home.
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| 07/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RE : LoanCare Acct # XXXX or XXXX Acct # XXXX A few months ago, LoanCare took over servicing my XXXX XXXX. Since this transfer, I have been receiving constant mail communications regarding my account being in default.
In 1st week of XX/XX/2019, I spoke to a phone representative and confirmed with this representative and that they would take care of these issues. The representative stated that these were their transition issues and that they would take care of it and post my XXXX and XX/XX/2019 payment to my account.
In early XX/XX/2019, I spoke again to another LoanCare representative only to have to repeat myself and share with them that the XXXX and XXXX payments were made and that the XXXX mortgage payment had already been paid as well. Again, they stated they would take care of this situation.
My XXXX Checking is showing that payments have been sent and checks cashed in XXXX, XXXX, XX/XX/2019. I have contacted XXXX to investigate payments made and to contact LoanCare.
I have requested in email and in mail writing to LoanCare on XX/XX/2019 to resolve these issues. The email address I used was customersupport@myloancare.com and I sent letters to 4 LoanCare addresses in XXXX XXXX and XXXX.
I understand that these loan transitions from 1 company to another ( and not by my request ) can be complicated but this shows a lack of organization and customer care for customers. In the end, the consumer/customer suffers by having to resolve these issues with potential financial and credit bureau harm.
Best regards, XXXX XXXX XXXX XXXX
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| 05/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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LoanCare has not provided a lien release on our home. The funds were wired from our XXXX XXXX account on XX/XX/XXXX. I did not realize release had not been done until early XX/XX/XXXX when my wife and I was in the middle of another business tranaction. This has caused that process to be stopped until this gets resolved. My first call to LoanCare was on XXXX at which time I was told by servicer it would be resolved within 3 business days. I checked with county recorder website on XXXX and release had not been done. I called back immediately on the same day and was told it would now be escalated and an e-mail sent. The e-mail stated I would be contacted in 3 business days. This did not occur. I called again on the XXXX and servicer including manager told me it would be done in one more business day and I would receive a call with update. That again did not occur. I called today XXXX and was told again they had no further information. I asked to speak with manager and I am still on hold ( 20 min ) Every time I call in, which requires me to provide my loan number I am informed I have a {$0.00} loan balance. I can not complete my current transaction until this is resolved. I just spoke with manager, XXXX and was told each time I call it goes to the company 's escalation team and their lien release department was informed on XXXX. Manger told me lien release department does not accept phone calls, there is nothing else I can do.
The quality and professionalism I have received is unacceptable and I am asking for your intervention.
Thank You
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| 12/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I lost my job in XXXX of XXXX, due to having to care for a sick parent full time. On XX/XX/XXXX, I requested payment assistance/mortgage assistance due to a temporary loss of income. The rep that I spoke with suggested that I apply for mortgage assistance ( call around XX/XX/XXXX ), when I called back a week later to confirm the program another rep advised that I needed to apply for unemployment forbearance. While speaking with the rep I advised of my situation and that I no longer had income. After this conversation I applied for the assistance and sent in all required documentation. Over the course of XXXX I spoke with at least 11 different reps who all advised me of different information regarding the program. I was lied to, misinformed and given false untrue information. After being so frustrated and confused I requested a supervisor on XXXX XXXX, who assured me that my credit would be protected as they were giving me credit suppression due to my situation. ) The supervisor also advised that I did not qualify for the unemployment payment program because I had no income. I feel like I was lied too because the reps knew I didnt have income and still told me to apply ). I called back over the course of the next 3 days XX/XX/XXXX, and XX/XX/XXXX I was given false info. I was advised that the supervisor lied to me!!!! That there was no credit suppression and if did not make a payment my credit would have a negative remark for a late payment! This is ridiculous, the amount of times that I was lied to and was given false info is sickening.
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| 06/17/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My current mortgage lender is Loancare Servicing Center. In XXXX, XXXX, and XX/XX/XXXX. The company reported consecutive late payments on my mortgage. I was in the process of refinancing my mortgage in order to pay equal equity from the house to my x-wife. I decided not to use the same company. Subsequently, the loan was denied. I attempted to call and speak with Customer Service and they refused to remove the false reports. I hired a Credit Repair company and the late payments were removed. In XXXX I applied with another refi company " XXXX XXXX '' Which offered 1.7 %. In XX/XX/XXXX, I was told that there was another late payment in XXXX reported by Loancare. The payment was late but not over 30 days. The loan was denied. I once again attempted to resolve this issue by providing proof of payment to Loancare. The refused to remove the charge. I am force to hire the Credit Repair company to address this issue. My credit has been destroyed because of the practices of this company and their refusal to resolve the issues in a speedy manner. The late reporting in XXXX, XXXX, and XX/XX/XXXX had a domino effect on my score. The credit limit on my cards was dropped by 10 's of thousands which in turn placed me at 80-90 % credit usage. My score dropped from XXXX to as low at XXXX. Not only has their indiscretion caused me hundreds of thousands of dollars, I am being threatened with losing my Driver 's License and jail time for not abiding by the divorce settlement. Any assistance that can be provided in this matter would be greatly appreciated.
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| 03/09/2022 |
Yes |
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- Trouble during payment process
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Web |
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Hello, I am contacting you about my loan servicer and them not furnishing me with important documents. I received a call on Sunday, XX/XX/XXXX about making my mortgage payment.
I got a letter on XX/XX/XXXX stating that I was approved for COVID-19 relief. In that letter, it states that documents were supposed to be sent to me within 15 days of reciept of letter. It is now XX/XX/XXXX and I have yet to receive said documents.
During my call Sunday evening, I was told that I needed to pay to meet the conditions of my relief, but how do I know what to pay and terms to agree to? I feel that by paying, I am agreeing to the terms of a contract that I have never seen. How can that even be legal? I have dealt with Loancare long enough to know that I need to see everything in writing.
Loancare is the reason I am in this mess. When I paid my first or 2nd mortgage payment, they told me that it was late because I paid it on the XXXX of the month. I was told last night that there is a 15 day grace period where I wouldn't be charged a late fee and my payment was denied because late fees were not included in my payment and they didn't take partial payments. You can see for yourself in XXXX. I have been going through this ever since.
I was told to call back on Monday and ask for a supervisor, but I never got through to anyone. I haven't gotten through over the phone, so I've been sending emails. I haven't gotten any email responses either.
I've had enough with Loancare and I would just like to have my documentation so I can resume my payments.
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| 03/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I received notice in XX/XX/XXXX that my mortgage with XXXX XXXX was being transferred to LoanCare , LLC. I was provided a new account number and was informed that I would need to send my monthly mortgage payment to LoanCare ( beginning in XX/XX/XXXX ) under the new account number. I had not received any address information for making the change for direct deposit services - so I continued to send my mortgage payment to XXXX XXXX.
In late XXXX I finally received a statement from XXXX XXXX " Serviced by LoanCare '' ( I had previously over the years received a coupon book for payment annually ) with the details of my last 3 payments being made on time but now there was also a new charge for {$100.00} added under " Total Fees and Charges '' with no explanation of what this new fee was for.
I paid my normal mortgage amount to the new address provided in the statement with the new account number and called the LoanCare Customer Service number at XXXX. I asked about the additional fee in the statement and, after some checking, the operator came back to say it was for a late payment in XXXX and XXXX. I mentioned that I had never received any information from XXXX XXXX over the last EIGHT years that any unpaid late fee was due. The operator responded that I needed to have XXXX XXXX confirm this ( note : the operator ended the call by saying " thank you for calling XXXX XXXX. '' When I tried to contact XXXX Bank at their Customer Service XXXX the prompt to confirm my account indicated it was now being serviced by LoanCare and then hung up.
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| 02/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Holder of Mortgage : Loancare , LLC NMLS ID XXXX I have been requesting the ORIGINAL Documents ( Stock and Lease ) for us to schedule a Closing date, as we have a buyer for our apartment. Our initial request date was around XX/XX/2020.
Since then, we have yet to receive the information. I have been calling on a regular basis and have been given the wrong information. Some of their Representatives dont even know what Im asking for. I was told it was sent out but it never was.
Below is a small list of your Representativeswho will be included in complaint : They had no idea what I was talking about They lied and said information was sent out They asked how to spell " affidavit '' ( clearly not the smartest ) They said they would call and follow up - never did XXXX XXXX - ID # XXXX XXXX - ID XXXX XXXX - ID XXXX XXXX - ID # XXXX XXXX - ID # XXXX Ms XXXX XXXX XXXX XXXX XXXX, Arizona ) Ms XXXX XXXX - ID # XXXX XXXX - ID XXXX Ms XXXX ( Supervisor ) ID # XXXX XXXX ID # XXXX XXXX ID # XXXX XXXX ID # XXXX XXXX, XXXX, XXXX, XXXX, XXXX Shame on me for not getting their ID numbers but this was in the beginning of me trusting Loancare would supply me with requested documents on a timely manner The latest phone call was with Supervisor XXXX in XXXX ID # XXXX, actually dismissed me and hung up. Stating that they are working on my finding our documents.
No definite response, no follow up email for me to forward to lawyer. No direct information for their lawyers.
I dont know where else to turn and would appreciate any help that can be offered
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| 01/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XXXX XXXX I had contacted XXXX XXXX XXXX XXXX XXXX who owns the master servicing rights to our loan ( LOANCARE , LLC ) through this email that I found on Yelp ( there are HUNDREDS of complaints from people ) XXXX An automatic response email said they will investigate this - but NO FOLLOW UP. We would like to receive our OVERPAYMENT of escrow money of {$930.00}. I attached 2 documents to prove this amount. Loancare , LLC has previously tried to take over {$2000.00} of our overpayment of escrow money in XXXX. You will see the complaints I had to write to CFPB to get it returned - at that time, they did not pay our homeowners insurance, tried to charge us for late fees, etc. Here we are again, and they did not return our escrow money like they said they would. I had to contact the CFPB to get them to pay our homeowners insurance ( 2nd year in a row ) on XXXX XXXX, XXXX. The day I complained to CFPB ( XXXX XXXX ) was ironically the same day our homeowners insurance was paid. Loancare LIES - they lie through their teeth!!!!! It is impossible to talk to an actual human being - being put on hold for HOURS, getting disconnected ( hung up on ) there's no direct email to contact anyone - their website will take you in circles with no actual email or contact page that works. It's only through the CFPB that anything will ever get done when problems occur. We would like the return of our {$930.00} overpayment of our XXXX escrow money now. Thank you CFPB for helping us - yet again - with this highly unethical, corrupt, dishonest loan predator.
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| 07/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is insane. I already wrote this up and it went into the ether. I assume the XXXX Administration and XXXX XXXX in particular are trying to dissuade and hamper regular consumers from filing complaints against dishonest lenders. My lender, a company called XXXX XXXX a loan under a company called LoanCare. Misnomers all around. XXXX sold my loan to XXXX effective XX/XX/XXXX. I have paid on or before the due date since XX/XX/XXXX. I have phoned NUMEROUS times since my loan payment has not been credited, they say its in the system. I spoke to a loan representative on XX/XX/XXXX who told me that one of my payments had not be added to my account. And she assured me it was in the system and would be credited with in 5 days. So yesterday, I spoke to ANOTHER representative who said that XXXX had STILL NOT BEEN added to my balance. I told her that the rep I talked to on XX/XX/XXXX said it would be taken care of. ITS NOW 6 WEEKS LATER. I know the XXXX administration has tried to wreck you. But normal consumers need you! Vote DEMOCRAT if you want to keep your frigging jobs!
In the meantime, can you help with this company that has no rules, no regulation, and is trying to ruin my credit? I have PAID them, they have my money. I have NEVER been late on payment anytime, anywhere, or for any thing. EVER.
I have spoke with the reps st XXXX ( aka LoanCare ) and they keep jerking me around. I have PAID them, I have it documented from my bank account.
They are crooks. And i am TIRED of trying to call them. PLEASE HELP ME.
Thanks, XXXX XXXX XXXX
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| 04/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We bought our home and it closed escrow on XX/XX/XXXX. The home belong to XXXX it was a bank own property. We got a home loan with XXXX the loan was set with out impounds just paying principal and interest. On XX/XX/XXXX, I received a letter stating that an escrow account had been set up for a loan because some taxes were owed. I called the mortgage company and sent them proof that i am up to date with the taxes and insurance. I found out the taxes were owed by XXXX please see attached tax statement. On XX/XX/XXXX XXXX sold my loan to Loancare who raised my monthly payment from {$1200.00} to almost {$1900.00} raising my payment by {$500.00} a month for taxes and insurance that are up to date. I had XXXX negociate with Loancare, Please see attached documentation all taxes and insurance are up to date and Loancare refuses to remove the unessesary impounds. Loancare has ruin my credit and sent me a letter that my home is in defult. I continue to sent my agreed monthly payment but Loancare delays the payments and make one payment out of two. Please help me I have been diagnosed with XXXX and it is very difficult to continue to fight with the bank. They have acted without any regard for the proof and I keep getting herrasing phone calls and letters. I have not done anything wrong, the back taxes should have been paid at the time we closed escrow. I have kept all the mandated agreement and my account and payments are up to date. Loancare refuses to accept any proof and continues to damage my credit and are treatenning to forclose my home.
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| 03/22/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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Since we stopped receiving e-statments in XXXX of 2015, we have reached out to XXXXLoan Care many times via phone and via their website to update our contact information ( phone, email, mailing address ), yet our updates are continuously not applied, resulting in us not receiving important information about our payments being increased which then lead to two months of our automatic payments through our bank being insufficient, causing XXXX reports of 30 day 's past due being put on our credit report.
XXXXLoan Care never contacted us via phone or email to inquire why mail from the property was being returned, they never updated our contact information despite our multiple phone conversations and personal information updates on the web page. Had XXXX updated our information we would have been made aware of the payment change and the " 30 days past due '' never would have occurred. While we were " delinquent in paying the updated amount '' due to an escrow analysis, XXXX continued inability to properly update and maintain our correct contact information prevented us from both knowing about and being able to address the payment increase. When we called in to inquire on these negative credit reportings, we not only made the proper payments, but again changed our contact information, yet we still have received no mail or emails about this mortgage.
Most currently, when contacting XXXX about our loan, they are unable to find it using either the loan number, our social security numbers, or our names and calls to Loan Care go unanswered.
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| 11/22/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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XXXX mortgage payment due to XXXX XXXX XXXXXXXX XXXX mortgage payment due to XXXX XXXX XXXX XXXX mortgage payment due to short term XXXX XXXX - applied for mortgage assistance for the 3 months behind XXXX - XXXX resolved -expressed I am able to resume regular payments on XXXX XXXX XXXX delivered letter dated XX/XX/XXXX from Loancare. Loancare letter said it wants to modify my entire loan and add a partial claim.
XXXX-I am not in agreement with a loan modification and paritial claim since the XXXX was short - term. Its as if Loancare intentionally ignored my request.
Their letter was dated XX/XX/XXXX and requires me to sign the loan mod docs within 15 days or call them for another option - otherwise foreclosure proceedings.
I called 37 times - phone numbers : XXXX ; XXXX but all are out of service as well as the email addresses for loan care due to Loancare had a security breach.
All I want is to speak to Loancare and request a repayment plan or deferral of the XXXX term XXXX months Im behind. Instead they are trying to force me into extending my loan to 40 years, doubling my current interest rate, and creating a partial claim charged at 8 %.
Please Loancare, call me so we can discuss a repayment plan or a deferral but I do not want a loan modification as XXXX has resolved we can resume normal payments on XX/XX/XXXX ; however, your website wont even allow me to make a payment.
I specifally requested a loan deferral or repayment plan with my application. Im not sure why you are trying to force me into a loan modification.
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| 12/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan forbearance was supposed to end on XX/XX/XXXX. I called Loancare LLC on XXXX week to work out a deferment on my loan after my forbearance ends on XX/XX/XXXX. Loancare took me off my forbearance without telling me and without my approval and now they are making my payment due XX/XX/XXXX instead of after my forbearance that ends on XX/XX/XXXX. This is not what I wanted or ask for. The customer service girl just did this without my approval and I was never notified I was being taken of forbearance early like this. It has caused me a tremendous financial issue because I was not prepared to start making my mortage loan payments until after XX/XX/XXXX when my forbearance ends. I have called Loancare 7 times since the XXXX week to get this resolved and all I get is put on hold and disconnected and brushed off competely and no one will get this corrected for me. They have so many complaints the hold time is 3 to 4 hours and it always disconnects when your waiting on hold. They will not call you back or make any attemps on their end to get your issue resolved. This is a government forebearance program to help consumers during this Covid pandemic and I have been taken full advantage of by Loancare for taking me off my forbearance a month early and I can not get any cooperation from them in any way to get this issue corrected. I am pretty certain they have violated forebearnce laws here and they need to be help accountable for their actions and horrible customer service. They have over XXXX complaints with the XXXX XXXX XXXX.
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| 03/29/2021 |
Yes |
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- Trouble during payment process
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Web |
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I became unemployed and took a forbearance with my mortgage company Loan Care. I came back to work in XXXX and by XXXX was ready to resume payments starting in XXXX for concern of the amount owed. I was assured I would not lose my home and was given information about a deferment and placing the owed amount on the back of my loan. They were supposed to reach out and never did. I called back numerous times, each time receiving different information. I was told a deferment was not an option for me and that a supervisor would call. I have called each month trying to get accurate information until I called once again in XXXX and was told I needed to submit a mortgage assistance application. I have and they have since given me the run around and made me provide tax information for XXXX and XXXX, which have nothing to do with COVID or unemployment. I called again Friday XX/XX/XXXX and they made me print the return and sign and date it and then fax it. I had already emailed them PDF copies but the representative stated they needed proof from me it was real with a signature and date. I told the representative due to the COVID relief package my mortgage is able to move the amount on the back of the loan and he stated they are the ones that make that decision. I let them know they are not above the law and I know my rights and will seek a lawyer if need be. The way this company is treating someone who has been trying to pay since XXXX is not okay and they need to be addressed for the added stress of the process of doing things " their '' way.
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| 10/29/2019 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX an overpayment was made to my escrow account with Loancare in excess of {$2000.00}. A check was mailed out as reimbursement, however I did not receive that check and was only made aware of it when I was notified by Loancare that we had not cashed the check. The noticed indicated that I should contact a XXXX XXXX to have the check reissued, however I have never been able to get in touch with her. My mortgage was then sold to XXXX XXXX in XXXX, making it even more difficult for me to contact anyone regarding the overpayment of my escrow with Loancare.
This battle has been going on for years. I contact customer service, customer service tells me to email customersupport@myloancare.com with the subject of Attn XXXX XXXX, I get assigned a ticket number, and all communication stops. Over and over and over again.
The most recent communication I have from them dates back to XX/XX/XXXX when I initiated another claim. I was assigned a ticket number on XX/XX/XXXX with a promise someone would be reaching out shortly. In XX/XX/XXXX I reached out again stating that I had not been contacted regarding the referenced ticket number. I received a response on XX/XX/XXXX stating they were looking into the matter and have heard nothing since.
Today, XX/XX/XXXX, I reached out to LoanCare again and learned that customersupport@myloancare.com was decommissioned 2 months ago. I waited to speak with a supervisor, however none were available to speak with me. I am now at a loss on what to do to recover my money and need any assistance I can get.
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| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a home loan through XXXX bank. On XX/XX/2021 I was informed that XXXX will be handling the servicing of my mortgage with further details to come. On XX/XX/XXXX the loan was transferred. I was told I could go to the website and get all details about the new set up. However, I was unable to access the website and I am still unable to access the website. I was informed over the phone that the reason is that I live overseas and the website is blocked.
This is more than a minor inconvenience as XXXX XXXX has designed customer interaction with their product to be through the website. Going forward I do not know how I will be able to get information about my loan and ensure payments have processed.
There is a phone number that can be dialed but there are long wait times and I have to pay long distance charges. Additionally, as I live overseas the time zone differences make placing a call challenging.
I was told that this is done for security reasons but I do not understand why that is because I can access all of my other financial institutions from overseas. I do not see how this is sustainable for me in the long term and as this is a mortgage I do not see where I have an alternative as it is not easy to switch this over to some other company. I feel that I am at risk of having problems with this mortgage if I can not access the website. When I initially engaged with this product I did have overseas access and I no longer have that access. I would have never selected a mortgage that did not allow me to access it from overseas.
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| 12/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan Care is holding insurance claim money in escrow due to my house burning down in XX/XX/XXXX. My loan was through XXXX XXXX, but it was sold to Loan Care after the rebuilding process had started. I submitted all of the required documents for the insurance claim to Loan Care including the Contractor 's bid on XX/XX/XXXX, the approved building plans on XX/XX/XXXX and a copy of the building permit issued by the county on XX/XX/XXXX. Loan Care was supposed to disburse 50 % of the funds that they are holding in escrow to my contractor once they completed a 3rd party inspection proving that the rebuild was at least 50 % complete. That inspection was accepted by Loan Care on XX/XX/XXXX and it was determined that the rebuild was 60 % complete. I called on XX/XX/XXXX and was told by XXXX that the draw for 50 % of the funds was requested. I called again on XX/XX/XXXX to be sure that it was moving through the process and I was told by XXXX that the draw had been canceled because Loan Care never approved the rebuild of the house. It was never at Loan Care 's discretion to approve the rebuild since the construction began when the loan was being serviced by XXXX XXXX. Loan Care is now refusing to disburse funds based on the notion that the didn't approve the rebuild even though the accepted the plans and the contract to rebuild months ago. They also already disbursed funds to pay the architect and the septic engineer. My contractor is going to cease construction unless I get them a disbursement of 50 % of the money in escrow by XX/XX/XXXX
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| 01/12/2018 |
Yes |
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- Trouble during payment process
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Web |
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on XX/XX/XXXX my mortgage was sold to Loancare, it has been a mess ever since. My home owners insurance was not getting paid out of my escrow I began getting notices from my insurance company starting XX/XX/XXXX, being nave I thought it would clear up and with all of the changes it would get paid within the allotted time, I got a second notice the following month so I took action and continued to call Loancare to force their hand in paying. After being lied to about the payment being overnighted I had to call over and over finally the payment was overnighted and received by my insurance on XX/XX/XXXX. They have over drawn on my escrow account because instead of paying my insurance when it was supposed to be paid, they paid my taxes in XX/XX/XXXX that were n't due until XX/XX/XXXX.
I am currently battling with them to process my house payment that was due XX/XX/XXXX and I paid it through my bill pay on XX/XX/XXXX which was an electronic payment and slotted to get to the mortgage company by XX/XX/XXXX, my late fees will begin on XX/XX/XXXX. I called Loancare on XX/XX/XXXX and they told me they never got it, so I called my bank and they confirmed that the money was transferred to the correct place. My bank has sent over all of the information to Loancare and now I am waiting for this to get straightened out. Late fees are not an option when I paid on time and I can prove it with bank statements.
Loancare is almost impossible to get through to, and when you finally get through they tend to hang up on you or blatantly lie to you.
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| 04/21/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have a VA LOAN with XXXX Loan Servicing XXXX sub servicing by Loancare XXXX XXXX XXXX. In XX/XX/2020 I accepted an offer from a buyer to sell my house. On XX/XX/2020 my title company XXXX XXXX contacted Loancare for a payoff statement. They provided a payoff statement of {$140000.00} an amount they stated was good till XX/XX/2020. The house was sold and the closing date was XX/XX/2020. The title company wired over the payoff of {$140000.00} to Loancare. On XX/XX/XXXX Loancare contacted XXXX XXXX stating the payoff was short. I called Loancare and I was told it was short due to hazard insurance disbursement they made after the payoff statement, I was informed that my escrow was short {$550.00}. I proceeded to pay Loancare immediately {$550.00} from my checking account to zero out the escrow based on what they told me.Over the last two weeks I've been calling Loancare to ensure the loan is paid off and my account closed. Yesterday they sent back the wire transfer to the title company stating the payoff was short, this is after my {$550.00} direct payment and the payoff from the title company.Now they are claiming the payoff is {$140000.00} due to late fees. I believe Loancare is practicing deceptive, unfair and abusive acts. They are coming up with miscellaneous charges and expenses are trying to have consumers pay more than they owe. They are trying to have consumers float the bill for their lack of due diligence and are passing on unfair costs to consumers. Please I need your help resolving this issue. Thank you in advance.
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| 08/12/2021 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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This complaont is about loancare, a servicer for XXXX XXXX. I have been on a forbearance with covid and loss of income over the last year. I finally was ready to modify my loan, which was the only option because I didn't have all past due available from forbearance. I was mailed a packet. My wife and I filled it out promptly and mailed and XXXX and faxed it back. They claim to have been missing information. But the time we sent said information that we were never told about, they closed our application. We started a new application. We did the same with updated bank statements, paystubs and everything required. They claimed to not have gotten out information when I called several weeks later. We have a copy of the signed certified mail saying they received the complete packet. We also faxed these documents to the number they provided. A month later they claim our information is outdated and missing documents when we know for a fact that we sent all of what they are asking for. They are rude and fighting me every step of the way and all I want tondo is get back on track. We are in constant fear of foreclosure and fees they are charging. I've taken tome off of work to deal with this company, I've lost time at work because of XXXX from dealing with this company I am at a loss on what to do with them. I even have another company that will refinance once the mortgage is current but I can't get it current until the loan modification is completed. I need help dealing with this company and they are not providing any useful contacts.
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| 06/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Older American |
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on XX/XX/2020, prior mortgage co ( XXXX XXXX ) sold my loan to LoanCare. Prior to this I was on a forbearance program with XXXX XXXX due to the Covid 19 since mid XXXX, 2020. I was on a 180 day program but LoanCare did not honor the existing terms of my mortgage loan which included the forbearance program. They terminated it and reported to the three major credit agencies that I was delinquent in my payments.
LoanCare was notified of this on XX/XX/2020 by me and they informed me that they realized this was done and and on XX/XX/2020 had sent a letter to the credit agencies of their error. Today, XX/XX/2020, LoanCare has still not produced the letter of XX/XX/2020 that I was told was sent to the agencies and me. I was also told that I would get return calls by the end of both days but this was not done.
In one of the calls with LoanCare of XX/XX/2020, I was told that my forbearance with LoanCare did not start until XX/XX/2020 yet on XX/XX/2020 in a call to LoanCare, I was informed that my forbearance was in effect and there was not problem and no agencies were notified of delinquent- which was not true as 2 months were already reported delinquent.
My credit scores went from very good to need help/fair. 50pt drop. This has impacted me on business and credit and the financial damage has not been determined yet as I was engaging in new loans and now have nearly poor credit and damaged credit repute.
LOANCARE is slow to make the corrections to the Credit Agencies and my creditors.- nothing has been done as of this writing.
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| 09/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This problem was originally reported under complaint number XXXX. The complaint was closed too soon. Please do not close this complaint upon receipt of company response, as they are not resolving my problem.
I received the letter from LoanCare dated XX/XX/2018, with a letter attached dated XX/XX/2018. In this letter is a phone number ( XXXX ) and extension ( XXXX ). I called this number XX/XX/18, the first date I could take off work, and the extension is invalid. I left a voice message, and did not receive a return call.
Curiously, and without notification, my PMI charges changed in XX/XX/2018, decreasing from {$77.00} to {$25.00}. The total current PMI overpayment stands at {$410.00}.
XXXX XXXX has refused to provide requested information to help me cancel my PMI. They state my property has lost value per XXXX, but will not tell me what XXXX was used, what information was entered, or what the new value is. The website still indicates my property value is $ XXXX. Using XXXX, my property has increased in value from a purchase price of $ XXXX to $ XXXX. Additionally, LoanCare is demanding I pay for a Broker Price Opinion, but will not provide any information regarding the BPO - just that I write a check. I've paid my mortgage on time every month for ten years and I have great credit. My principal balance is, per the website, {$120000.00}. Original property value was, per LoanCare letter dated XX/XX/18, {$150000.00}. As the principal balance is now 80 % of the original value, my PMI should have cancelled automatically.
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| 04/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX ( now out of business ) to Loan Care Mortgage. Loan care claims that I am behind a mortgage payment.
I have been in correspondence ( ie, email, phone calls, letters, etc ) with Loan Care since XX/XX/XXXX - trying to resolve this problem.
The problem stems from them ( Loan Care ) claiming that they never received a payment that I made to XXXX on the month my mortgage was transferred.
I have sent to Loan Care - from my Bank - bank statements verifying that all payments were made to XXXX before the transfer. Also, since the transfer, I never missed a payment to Loan Care. It is obvious that Loan Care NEVER received the XXXX payment from XXXX and have be charging me late fees.
Another problem is that when they recorded my payments - their accounting system posted payments late ( not to mention the payment in XXXX to XXXX ). I have pointed this out to them, but after speaking to countless representatives from Loan Care including their research department, no one has been able to answer my questions or provide me with any " missing payments ''.
So the most recent correspondence I received from them ( XX/XX/XXXX ) is a notice to Foreclose on my property.
I am contacting you for any assistance or advice you can give.
Thank you XXXX XXXX XXXX XXXX XXXX After doing some research on Loan Care on-line, apparently I am not alone. There are other complaints and dissatisfaction with the way Loan Care handles Mortgage Transfers from other mortgage companies.
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| 07/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Placed house for same in XX/XX/XXXX. Applied for and received COVID forbearance on home in XX/XX/XXXX. XXXX finally sold on XX/XX/XXXX. I attempted to apply for a new mortgage in XXXX of this year on a primary residence and discovered that Loancare placed derogatory marks on my credit report for each period the home was in COVID forbearance. I have called repeatedly to Loancare, often being told that no one could help and that a supervisor would call. None have, to date.
When I started to file complaints with Loancare in XXXX, including sending an email to the president of Loancare, the servicing of my mortgage was sold to XXXX XXXX 's on XX/XX/XXXX. XXXX XXXX 's has indicated, in writing and through repeated calls, that they can not adjust comments made by another creditor ; it is up solely to Loancare to remedy.
As of today XXXX XX/XX/XXXX XXXX, I still have not been able to speak with a supervisor of any capacity at Loancare, and, because the servicing of my mortgage was transferred in XXXX, my phone number comes up as an inactive account in their automated system and they will not speak to me without calling from an alternate number.
I have also filed disputes with each of the credit bureaus, with no decision having been reached as of today.
Ultimately, I can not secure a new conventional mortgage for the next 8 months, at a minimum, unless the comments are removed by Loancare. I fully complied with the terms of the forbearance, and ask that my complaint be taken seriously and addressed at once. Thank you.
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| 08/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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LoanCare bought my mortgage from the previous company XXXX. I was never informed about this transfer. When asked, XXXX was asked about this, they said it went to another address in XXXX that I am completely unfamiliar with and have never been associated with. Despite the fact that I had provided my current address to XXXX.
Loancare meanwhile, never called to ask about the payment. Instead, Loancare went to the property on two separate occasions and " winterized '' the property without my consent while I was out of town caring for my sick and now recently deceased father. As if that is something you need to do to a property in XXXX in Texas! My car was in the garage with registration as well as bills with my contact information on top of an appliance they " winterized ''. They failed to contact me out of their own negligence. I have now had to pay to get the place " unwinterized '', get the locks changed, etc. At the time they completed this winterization, I had already brought the account current as I proactively reached out to them after noticing my old mortgage had been closed online. This is abhorrent! Who goes into someone's residence twice without contacting the resident? XXXX had all my information and LoanCare did as well, so their lack of record-keeping is unconscionable. They are now trying to bill me for an NSF fee when I can show no payment was ever returned. They can't keep their bills or contact information accurate, how can they maintain their business licenses? They obviously abuse the public trust.
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| 06/14/2017 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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On XXXX XXXX XXXX I received an updated escrow review from my company LoanCare. They increased my escrow requirement to {$670.00} from {$510.00} per month. This was caused by an incorrect calculation by their escrow department in assessing my property taxes for the year ( They computed them as {$7500.00} when they are actually approx {$5400.00}, information they have had since XXXX XXXX when I sent them actual tax bills ) I called in within a few days to explain their miscalculation and was told it would be taken care of wi thin 15 bu siness days, as they would do another review. I then waited and called in for a status on XXXX XXXX . They stated they were unable to do a review because they did n't kno w what my taxes were. I did the leg work and contacted my county tax office and was told my taxes were the same as my last billed one. I the n resent in my tax bill and description of wha t the county tax office had told me on XXXX XXXX , where I wa s again told 15 business days were necessary. I have attempted an update via phone or email with LoanCare after the 15 business days had passed ( XXXX XXXX ) and have not gotten any response as to the escrow issue being fixed or even an update on progress. As such, I had to pay the extra incorrectly assessed escrow account on XXXX XXXX for my monthly mortgage. Additionally, they seem to be ignoring my queries and continuing to keep my escrow at the incorrect level to force me to send them more money then is necessary, upon a mistake they made.
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| 12/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First of all, we had a loan with another company that sold the loan to LoanCare.
They did that on XX/XX/XXXX. They tell me after requesting them to relinquish the escrow that with LoanCare loan # XXXX, you have to have your loan with them for 2 years before they could do that. I think that is their own rules.
We have paid for many homes over 29 years of marriage and we have paid our own taxes and insurance on all but of our very first home when we were not as well off as we are now.
The reason I wanted them to stop the escrow account is that they were late paying our taxes and we are never late on payment anywhere and we do everything to keep our credit score over 800.
I don't need a Loan servicer messing that up.
Anyway, I called 2 times this year and both calls were ignored, no call backs, no letters, no explanation and both of those times were put on extended holds.
Today, XX/XX/XXXX I called again and was put on hold to talk to a " manager '', waited for 30 minutes. Well now they tell me that they can't just relinquish their requirements to pay out the taxes and insurance. Also, this has to be investigated and researched and I must call back on the 16th for an answer, and they will not call me back about this. Of which, I will have to go through the same 30 minute wait time.
I am tired of their " very poor service and runaround. '' What can I do? I don't have written documents, they were sent in on their email contact which I don't get a copy of.
Thanks XXXX XXXX XXXX XXXX XXXX XXXX, TN. XXXX XXXX XXXX
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| 10/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back on XX/XX/XXXX I filed a complaint against this XXXX/Loan Care company because I felt was very unfair I would be penalized to pay an extra {$10.00} for online payment.
On XX/XX/XXXX a rep from Loan Care called me, said they would do a one time courtesy refund for the first 2 {$10.00} taken and advice that if I set payment to process as auto draft I would be waived the {$10.00} every month. I was only refunded {$10.00}, never {$20.00}.
I did so, setup auto draft, but due to their system take 2 month almost to process, I was forced to call in XXXX because I got a letter stating my first auto draft would be XX/XX/XXXX, I called to let them know I did as told and set it up for XXXX ( ya-ri-ya-ri-ya ... explaining ), spoke with XXXX on XXXX at XXXX XXXX, he apologized and said as ( again ) one time courtesy, seem all they do is first times, he would take the payment over the phone with out fee and confirmed next pymt would be auto drafted ( XX/XX/XXXX w/o fee - which happened ). Now I am getting a statement in which they added that fee that XXXX clearly said would be waived. Once again had to called Loan Care, spoke with XXXX today XXXX at XXXX XXXX, he read out the notes. He confirmed the XX/XX/XXXX conversation, saw notes about refunding my {$20.00}, I told him only got one and also read the XX/XX/XXXX notes which I paid w/o fee bc was waived. Now they want those {$10.00}. Clearly this company can not be trusted, each rep gives you a different story, no management comes to the line or supervisor to speak with.
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| 10/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received my first notice that XXXX was transferring the servicing of my home mortgage to LOANCARE, XXXX XXXX XXXX, XXXX XXXX, VA XXXX, XXXX XXXX XXXX, VA XXXX, XXXX. My loan has always been paid on time and was current with next payment due XX/XX/2019. I called XXXX immediately to see what I needed to due as my loan was due on XX/XX/XXXX and I wanted to make sure it got paid. I was told to contact LOANCARE, and that by law they could not penalize you for any late payment due to service transferring. I did and was sent to an automated message that stated that if your loan servicing was transferring on XX/XX/XXXX, you had to wait until XX/XX/XXXX-today-to access your account with LOANCARE to make any payments.I was able to access my account online, but my account is now marked " passed due '', that I am not allowed to make any payment from a bank account, and that I have to bring my mortgage current. I am not permitted to make any payment and this company forced my loan to be late by preventing any access whatsoever until it was past due. I tried to call at least 8 times today and continued to get an automated message that they are experiencing a high call volume. They are breaking the law from what is happening to me, have marked my loan as passed due, have notated it late and are preventing me from making any payment and are NOT answering their phone. I would like to know what my legal rights are, and who is going to intervene. I need support and these tactics must be totally illegal. Thank you.
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| 10/17/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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After getting a response from LoanCare where they offered a solution to this issue, I attempted to call the individual in charge of this inquiry, XXXX XXXX XXXX. She listed her number and extension as ( XXXX ) XXXX ext XXXX. This extension, according to the automated phone service they use, is not a valid number. In effect, LoanCare is impossible to reach.
Furthermore, XXXX XXXX never addressed the two letters I received from LoanCare, where they admitted to having received the partial payments I made, and they clearly stated they would bring my account current.
I went ahead and made a double payment in XX/XX/XXXX of this year in an attempt to bring my account current, but because the partial payments were not applied to my account in the appropriate manner, LoanCare did not consider this amount to be sufficient.
LoanCare asked for {$270.00} in XX/XX/2018 to bring my account current, as this would be used in conjunction with the partial payments of {$650.00}. and the unapplied funds of {$490.00}. As it stands, the {$490.00} LoanCare had listed is unaccounted for in the payment history supplied by LoanCare.
I have mailed through priority mail the {$340.00} LoanCare requested to bring my account current. I am putting this piece of information here to document what I have done, in the instance that these funds are also not applied. To reiterate, if these funds are not applied properly and are not used to bring my account current, this would be the second time money paid to LoanCare has gone unaccounted for.
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| 04/04/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was transferred from XXXX Mortgage company to Loan Care in XXXX 2016. I was not given the new loan number from Loan care until after XXXX XXXX, therefore I paid the first payment to them via electronic check from my bank XXXX XXXX XXXX with my old mortagage number. I started getting calls from Loan care that my payment was delinquent. I called the customer service rep at Loancare who told me they will look into it and get back to me. I never heard back from them, only call was from loancare telling me I was delinquent on my payment. Finally, in XXXX I asked for a request to look into it, once again did n't receive any calls/letter about it, called two weeks later and they told me to send them a copy of my bank statement showing the payment was made. I faxed that information and did n't hear from them. Called back another two weeks later and they told me that they never got my bank statement ( I have a fax showing it was sent to the right number and faxed to them ) and that they could n't help me. I went on their website and uploaded a scanned copy of the bank statement and fax confirmation and obtained a ticket number. I called again a week later and they told me they do n't have that information available, and wo n't be able to help me and I can not speak to anyone in the CONSUMER solutions department, who may have that information. I am getting called every day from debt collection about this " late '' payment, which Loancare wo n't look into, wo n't resolve and wo n't help me figure out the issue.
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| 03/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I live in XXXX XXXX. After devastation caused by hurricane Maria All mortgage companies helped us With programs in which we didnt have to pay our hoises until XX/XX/XXXX. Loancare assigned a representative to work my case and she put me in that program. After we spoke in XX/XX/XXXX this representative has never answered any call again. I spoke to a second representative who said the first one did nothing and then the second one entered me into that program. Now in XX/XX/XXXX I need to pay my house and that representative blocked my account, so no payments are accepted. Im calling them to continue paying my house and the representative working my case never answers. Ive called more than 10 times this month, somebody answers. As soon as this person that answers enters my loan account they say a specific representative is assigned to my loan ( the lady I spoke with back in XX/XX/XXXX ). Then they ask me to wait until they can transfer me to her, but she is NEVER available to respond. Then they say I will leave a message for her to call you. Next step, I received a call from LoanCares number, but when I answer there is nobody on the line. It seems that on purpose this representative is calling me ( to have a proof that she called me ) but not speaking, just to have evidence that she dialed my number. This has been happenning for a complete month and even Ive reported this person, nobody is able to make her attend my case or allow me to pay my house. To me it seems like a plan to take my house from me. Please help!
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| 02/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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I retained a real-estate agent to help me finance a home. I decided to buy one that was up for sale. The agent attempted to help me get financed. My credit score was too low. However, the agent insisted there was someone they knew that would get me financed. I explained to the agent that I no longer wanted the home due to my credit score. I was not able to get approved by several banks. Nevertheless, the agent insisted I would be approved by the new year of 2018. Happily, 2018 I was approved. The amount of the home went up approximately {$100000.00}, the interest rate went to a 5.25 % and works on the defects of the home ceased. When I called the realtor to report defects that were to have been repaired etc. I was told, " Well, it's your house now. '' The realtor returned to a vehicle and drove off laughing. I began to cry.
Nevertheless, I keep my word and paid the mortgage monthly. One month before moving in, after beginning repair of hidden defects, the company began calling stating I was behind on the mortgage when the mortgage was not due until two months later ; they had sold the loan to another company who also stated I was behind on my mortgage. This continues for approx XXXX. I wondered where my money went. So I retained an attorney. Monthly fee was {$1800.00} a month. This attorney told me NOT to pay the mortgage. It lasts 22 months. Now the loan is greater than {$100000.00} behind and the company placed the home in pre-foreclosure. I want to keep my home. I am a XXXX XXXX XXXX, XXXX with XXXX XXXX
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| 09/16/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I've been trying to complete a loan modification with LoanCare since XX/XX/XXXX. I've sent 37 emails and called countless times. Most of the time, I wait on hold, get transferred, and disconnected. When I do get through to someone, they don't know the status of my mod, they ask questions, then they come up with something else that is missing. There is no communication from the company in writing, via phone, or via mail unless I initiate it. When I send an email demanding a phone call, I receive an automated call asking me to call them which leads to more wait times, transfers, and disconnects. I've sent more documents than I've ever done before when purchasing a home, but because of the lag time on their end, each time I call, they want more paystubs because the ones on file are " expired ''. My online account is disabled, so I can not make a payment even though I've asked to do so. There is no way I can refinance the property, sell it, or even move forward on a business endeavor I've been working on until this is resolved. LoanCare has given me no option but to file a complaint about their inaction and poor communication. I initially thought they were just busy and overwhelmed, but I am beginning to think there is something untoward going on. I have a credit score in the 700 's, I've never missed a payment, and I find this unacceptable. I would never have opted to do business with LoanCare as their reviews are terrible, but unfortunately, XXXX transferred my loan to the company sometime during the pandemic.
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| 09/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is the response I received from LoanCare my mortgage company when I asked them why are they charging me a fee on my payment. This loan was transferred from a previous mortgage to Loan care with the contractual agreement that I had a 15 day grace to make my payment without any fees and now it seems they found a way to circumvent the system and charge me a processing fee because I making a payment online. I think this is predatory and blatant wrong the part of this company. I feel they are trying to squeeze every penny they can from their clients. Where is the consumer protection?
Dear Valued Customer, Thank you for contacting us.
We have received your recent inquiry regarding your mortgage account. Your mortgage payment is due on the XXXX of each month and you are provided with a 15 day grace period. Over the website the processing fees starts at {$5.00} after the XXXX of the month and then {$10.00} dollars after the XXXX of the month. If you want to avoid processing fees please make payment before the XXXX of the month or you can look into setting the account up on auto draft. For further assists please contact Customer service at XXXX Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account.
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX
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| 06/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have been disputing the information reported to credit reporting agencies regarding a late payment back in XXXX.
My payment was not 30 days late.
I made my payment on time, what happened was gap and mixup during the transfer of loan servicing from XXXX to Loancare.
I made my payment on time to XXXX, however, unaware that my loan servicer had changed over from XXXX to Loancare the money went from XXXX to Loancare and sat in a holding account because the XXXX loan number did not match the new Loancare.
When I received the delinquency notification via USPS mail service, I immediate contacted Loancare and discovered my payment funds for XXXX and XXXX had been received but had not been applied to my new Loancare mortage account.
The mix-up was corrected with funds applied and my account brought to good standing. However, what was not corrected was the information reported to the credit agencies that shows my loan payment was not 30 days late.
This information reported is not correct and inaccurate.
I've made 3 attempts to dispute this inaccurate reporting through XXXX and each time no success.
Now I'm reaching out directly to seek out the correction of this information.
I'm asking the information reported to credit agencies be updated to accurately reflect those funds were received, and not applied to my new LoanCare account.
I also am very confused as to how LoanCare is reporting on-time payments going back as far as XXXX when I never made payments to Loancare during the reporting periods.
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| 05/25/2021 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XX/XX/XXXX I entered forbearance on my current mortgage at the time I was behind and in order to enter the forbearance period I needed to be current, I brought my account up to current and entered into forbearance. In order for it not to reflect poorly on my credit, this covered me from XXXX till XX/XX/XXXX I noticed my account has been noted as 60 days plus delinquent so I called Loancare, disputed it and they had fixed it all the way up till XX/XX/XXXX It was reported as Current XXXX XXXX is reported as delinquent as well as XXXX XXXX XXXX XXXX and XX/XX/XXXX. In XXXX I extended my forbearance period & then last month I had made a modify to my loan in order to get a new rate and so as of now I dont have a payment due until XX/XX/XXXX, that being said I called to see why its reported delinquent they tell me its because my payment back in XX/XX/XXXX which is mind you when I went into my forbearance period that they cleared me for, was returned by my bank. My bank statements does not reflect that and they have never told me in the many of times I called that this was the case so that I could have a chance to fix the error and have my credit reported to as current, I have numerous hours on phone calls, Ive reported it, Ive disputed it, Ive contacted everyone, Ive done everything in my means and a year and a half later they tell me this is the case after theyve already reported all this negative to mine and my co loaners credit reports, this is so damaging. I need this fixed ASAP I dont know what else to do
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| 06/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I have been trying to obtain payoff information, including payoff amount and how to safely payoff a mortgage of over XXXX in full. I went to the website of the company, Loancare, in late XXXX and filled out their online form requesting a payoff as of XX/XX/XXXX. I received no acknowledgement. Although our intention had been to pay off the loan before the next payment was due, the inaction by Loancare resulted in our having to pay our monthly mortgage, and cost us over XXXX in interest. On XX/XX/2020, I submitted a second request for payoff information. The company responded that they needed a signed request. The online request system did not indicate that this was the case. I tried to call their " help '' line, and on the first day I left my number, but was not called back, so 2 days later, I called again and was put on " everlasting hold ''. On XX/XX/XXXX, I scanned a signed request to the online request system. I received a response indicating that I would have the information within 3 business days. I have yet to hear back. We contacted the company that originally processed our loan, and they provided us with a form that we filled out and signed to be sent to Loancare on XX/XX/XXXX. In the meantime, we have had to pay yet another mortgage payment, including over XXXX in interest. Again, I have yet to have received any acknowledgement from Loancare. Because Loancare appears to be on online company with no brick and mortar presence, we have no place to go to address this issue face to face.
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| 06/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I had been working with XXXX on a loan modification. Somewhere around XXXX - XXXX of XXXX, the loan servicer changed to LoanCare. In XX/XX/XXXX I made the three trial mortgage payments as requested ALTHOUGH I did not agree with the monthly payment amount they came up with -- there was not even a {$100.00} difference between the amount I had been paying and the new amount. I am wondering how that is supposed to help me, but I made the payments just the same in good faith.
I requested that LoanCare lower the mortgage payment ... I even requested a particular underwriter who would be willing to work to lower the payment by tacking on the difference via a " silent second '' mortgage payment. I did not get this as requested, instead I was told to " lower my hazard insurance, '' and that I " live in an expensive area ; that's why the mortgage is so high -- it's because of the taxes. '' As you can see by the attached letter sent under XX/XX/XXXX email, you can see that somehow LoanCare did not even apply the three months ' payment I sent them -- they were disregarded, the home was put in jeopardy. This is unacceptable. I am willing to pay the mortgage ; I am looking for a more favorable monthly payment.
In a XX/XX/XXXX email, I was able to send the final piece of information that the company sought -- a Profit & Loss Form. At that point, I was hoping to receive a lower monthly mortgage payment.
Following up on XX/XX/XXXX, I learned that the house is in foreclosure and the matter has been referred to attorneys!!
|
| 03/15/2019 |
Yes |
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- Trouble during payment process
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Web |
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Loancare LLC purchased my loan from XXXX XXXX under the same terms, our monthly mortgage payment was {$770.00}. This month it has gone to {$940.00} when I called to find out what was going on I was told taxes in my county had gone up, our payments for two months would be {$940.00} then {$870.00} every month. Raising our payments $ 1300 yearly. I contacted our county regarding this ; our taxes in this county have not gone up for over a year and it certainly wouldn't make it XXXX more a year. I called Loancare and asked to speak with a supervisor XXXX told me the same story until I told him I had contacted the auditor and this was untrue ; then it became and " estimation '' of what taxes we could pay in the future but we would have to pay now. When I declined we are not paying for an estimation we are not using it became we owe " back taxes '' they weren't pulling out our taxes and now we needed to pay that. When I asked what happened to the money we were paying the taxes with they " needed more ' even thought they were never raised. I tried to make a payment in the amount of {$770.00} until this was sorted out is not able to online or automated payment phone system requires the full amount. I tried to pay over the phone with an agent was told they don't accept partial payments and there is a {$15.00} dollar over the phone fee plus now a {$10.00} late fee making our payment {$980.00} due now. They have no basis for this increase and every story they have given me is untrue now my mortgage is going to be late.
|
| 06/21/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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Web |
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My wife and I own our home in XXXX XXXX, FL, which took a direct hit from XXXX XXXX on XX/XX/2022. On or about XX/XX/2022 I reached out to my lender 's loan processer, Loan Care, to request a 30-day extension since my home had suffered major damage from the hurricane. They would not offer me such 30-day extension, but instead offered me a 3-month bereavement. I explained I didn't need that long, just 30 days. They said that was the only option, and there was no mention this bereavement offer would affect my credit score, but I learned later it did. I made my next payment as agreed, but they immediately notified the credit reporting agencies that I was 90-days behind on my mortgage. As a result, my credit score dropped from XXXX to XXXX. I immediately contacted them to dispute this, and promptly caught up on the payments. They have refused to take responsibility of not informing me of the consequences of their bereavement plan, nor have they updated the credit reporting agencies showing my mortgage is no longer past due. Their recent comment to me was that it isn't the agent 's responsibility to inform the homeowner the bereavement will ultimately affect their credit rating. They relied on mailing me a paper with those details, which I never received because my mailbox blew away in the hurricane. I request your assistance in getting this matter resolved as quickly as possible. Neither my lender, XXXX XXXX XXXX XXXX XXXX, or it's processing company, LoanCare, is helping me with this. Please help. Thank you.
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| 12/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This complaint is in regardto XXXX XXXXXXXX XXXX Loancare XXXX XXXXXXXX 's handling of my escrowaccount. On XX/XX/XXXX my wife and I contacted Loancare to advise them that we'd alreadypaid our taxes individually because Loancare had not corrected the escrow payment amounts and they also had incorrect account numbers. We requested an escrow analysis whichwould 100 % determine that a large refund is due to me. Loancare advised me that XXXX XXXX and the employees who conducted my closing are the ones responsible for providing the incorrecttax amounts and account information and that they, XXXX XXXX are responsible for providing the incorrect information. Now at this point as I review my account I can see that an escrow analysis was not completed as requested back on XX/XX/XXXX. Instead Loancare recently sent an escrow payment to the school taxing authority whichhas now resulted in my annual school tax being paid twice. First on XX/XX/XXXX by me and again on XX/XX/XXXX by Loancare. I now have to contact the tax collector to get my money back fromthe overpayment. A proper escrow analysis would have revealed that as my wife and I had advised all taxes were paid on XX/XX/XXXX. Loancare owes me a major refund because my XXXXXXXX XXXX and county taxes have already been paid AND there is also an excess in the escrow balance. I am requesting my escrow balance refund from Loancare to be processed at the end of XXXX after I have made my XXXX mortgagepayment. I am also requesting a true escrow analysis to be conducted.
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| 01/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Loancare services the mortgage on my investment property. Last year I was {$1000.00} short on my escrow. I want to plan and budget in the event there is a major shortage this year so that my mortgage payments are not jeapordized. I have never been late nor have I ever missed a payment. My plans are to continue being a responsible homeowner.
On XX/XX/2020, at XXXX XXXX Central time, I called Loancare ( XXXX ) in an attempt to get an approximate amount of my escrow balance. XXXX answered the phone. I stated my request. He said that my escow hadn't been reviewed so he had no way of calculating what it might be. I know this isn't true because moments before I talked to representatives from XXXX XXXX and XXXX. Both banks gave me the information despite that fact that my annual review hadn't been done. I shared this information with XXXX. He insisted that he could not provide a figure. I asked to speak to a supervisor. He placed me on hold. After about an hour on hold, I hung up and called back. XXXX answered the phone. I posed the same question about my escrow balance. I told her of the issue I had with XXXX. I told her that once she addressed my issue I wanted to speak to a supervisor. All of a sudden, she said she could not hear me. The line went silent. She never addressed my issue nor was my call forwarded to a supervisor.
I simply want professional, non-vindictive, courteous customer service. It's all about meeting my financial obligations to my loan in a manner that ensures the loan is kept current.
|
| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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The servicing of my mortgage was transferred to XXXX XXXX XXXX XXXX c/o LoanCare , LLC effective XX/XX/2020. On XX/XX/2020, after contacting LoanCare and speaking with a customer service representative, I made an online principal curtailment in the amount of {$43000.00} along with a one-time fee of {$300.00} in order to re-cast my mortgage.
Since that time, I have repeatedly contacted customer service to follow up on the re-cast documents. After the first two follow-up attempts, with no resolution in sight, I reached out to my Loan Officer, XXXX XXXX, on XX/XX/2020 to see if he could assist.
On or about XX/XX/2020 almost three months after I submitted the online principal curtailment I finally received an Agreement for Modification, Re-Amortization, or Extension of a Mortgage in the mail. However, upon review of the document, I realized much of the information was inaccurate. I, once again, contacted customer service and was advised that I would have corrected documents in my hands by XX/XX/2020.
As of today, I have still not received the corrected documents. I contacted customer service again today for the 5th time and spent 38 minutes on hold waiting, in vain, for someone to connect me to a supervisor.
It is now almost four months since I sent LoanCare over $ XXXX and I have nothing to show for it. I continue to make my monthly mortgage payments, on time, in the full amount specified under the original terms, when I should, in fact, be making principal & interest payments on the reduced amount.
|
| 12/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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In the Summer of 2019 I was informed that my mortage at XXXX XXXX was sold to XXXX XXXX ( headquartered in Virgina, I believe ) I received a letter from them saying I need to set up an AUTO Pay. I called the phone number listed and spoke to someone who said I need to set up my auto pay eventhough I had an autopay with XXXX for several years. In early XXXX I found out that duplicate withdrawals had been taken, XXXX, XXXX, XXXX. I contacted them ASAP. After waiting LONG periods of time and having my call dropped, and give incomplet information about how to request two payments returned, I spoke with a " supervisor '' on XX/XX/XXXX. Again I was given incorrect information and she said she would call me the next day ... .she ( XXXX XXXX ) did not. She gave me a phone number which she said was her direct line ... I have called several times a day and the number when to a general message center as I did not have her last name. She finally called me on Wednesday and we had a conference call with a representive from XXXX Bill Pay department. She said everhthing was in order and she would update me later that day ... ..she did not. I have tried several times to call her, NOTHING. Becaquse of this I had over draft charges and had to take out a high interest loan to pay my bills which were due. I am going to Refinance as I give their company and service a XXXX XXXX XXXX also promised to send me an overnight check XXXX XXXX also promised me an overnight check in the amount of two payments of {$1100.00} NOTHING
|
| 06/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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|
I was given flood insurance after providing documentation that my home and parcel it is on is not in a flood zone. I provided FEMA map, letter from zoning stating I was not in a flood zone, and additional maps online in support that the property associated with my mortgage is not in a flood zone. I contacted the company that made the flood determination and found out LoanCare did not provide them my parcel number so their determination was made on a storage building behind another house down my road, not my home. Once they got my parcel number they also agreed I was not in a flood zone and sent another determination stating so. After all this LoanCare now says they need a new property description and to contact my county tax office. I called and they were perplexed at the request and said as far as they can see I am not in a flood zone and do not need a new description. This has been ongoing since XX/XX/2020 with no resolution. They overdrafted my escrow account to purchase {$1000.00} flood insurance so my mortgage payment will go up $ XXXX starting XX/XX/2020 to compensate the overdraft, and my property taxes are due in XX/XX/2020 but now there is no money in my escrow to pay them. This has been going on for 4 months. I have missed time from work and my family making countless phone calls to LoanCare, zoning department, XXXX, FEMA, and the tax office. The stress this is causing me is interfering with my job. Im at my wits end and am to the point of just contacting a lawyer to pursue this further.
|
| 02/09/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
It is very difficult to get in touch with this company.
1. When you call them on the telephone, you go through a menu and then they send you through a 3 minute long XXXX information about something or the other.
I don't speak XXXX, and that is not helpful.
2. Then, by the time you get a guest service representative on the phone beimg disconnected or having a connection so bad that there is no intelligible conversation is the norm.
3. if your mortgage payment is late, they automatically block you from accessing your information on the website. And, that is where you can set up a payment.
So, if your mortgage payment is late then you have to call in and POSSIBLY get a connection and then pay the representative charge.
4. I sent them all of the documents that they requested by registered mail, and I signed all of those documents and now they insist that the documents have not been signed.
XXXX!
and the only way that I found out about the loan modification documents is because I called in over the space of about an hour trying to get in touch with the representative.
5. I got a call from the company that said that I was a candidate for interest rate modification down to the market rate at no cost.
when I called the company back, they had no idea what I was talking about and the person who made the call did not even send out the paperwork.
and that is bad, because I'm working against the deadline and delays like this make it such that I might not be able to get the modification.
|
| 10/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I fell behind over 4 years ago after my monthly mortgage payments increased, while my income remained the same. I did not qualify for a loan modification due to my income and I struggled to try to catch up for years. For the past two months I have been committed to trying to take care of this delinquency once and for all and I applied for a short sale. After years of receiving loss mitigation applications from my mortgage lender, I finally decided to buckle down and send in the documents that they required so that I could get some help and now they are refusing to help me. After all this time that I've been past due and I finally decide to make a true effort to rectify the delinquency and they do not want to stop the foreclosure. I have retained a real estate agent, I have a willing and able buyer that wants to make an offer, I have submitted all of my financial information just to be told that my request is denied " due to the proximity of the foreclosure auction '' when I sent in documents weeks ago. They had enough time to review and deny me yet not enough time to review to help me? It doesn't seem fair, but I do not know which way to turn at this point because I am trying to do this the right way and avoid just letting the home foreclose. I can't afford that on my credit at a time like this. I need someone to assist me with getting in contact with management at the mortgage company, I need to speak with a real person that actually wants to help me. Not just a representative reading a script.
|
| 02/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American |
|
XX/XX/XXXX Ths Complaint is about Missing MERS / Mortgage Assignment Documentation.
I have two mortgages with LoanCare ( XXXX ) since XXXX, both of which are current and never late with a payment. In XX/XX/XXXX I obtained written approval from another bank XXXX XXXX XXXX XXXX to refinance one of these mortgages ( LoanCare # XXXX XXXX at a significantly lower interest rate. On XX/XX/XXXX LoanCare was formally requested to provide the new banks attorneys with the customary MERS resolution and assignment documents for Consolidation Extension and Modification Agreement ( " CEMA '' XXXX to close.
For over 4 months ( XX/XX/XXXX - XX/XX/XXXX ), despite numerous documented online submissions, emails and phone calls, LoanCare has still not provided the required MERS / CEMA documentation.
We have requested three extension from the new bank and the final extension is expiring XX/XX/XXXX. If LoanCare does not provide their attorneys with this conventional documentation, we will not only lose our processing/application fees but be forced to keep our higher interest rate mortgage with LoanCare.
We have been exceedingly patient and exhausted all reasonable attempts to resolve this. We implore your assistance to expeditiously correct this before the expiration of our final XX/XX/XXXX extension.
I urge you inform the appropriate LoanCare personnel to resolve this or advise of alternative courses of actions. Please contact me at your earliest convenience to discuss how we should proceed.
Sincerely,
|
| 04/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I am XXXX XXXX, I was contacted in XX/XX/XXXX in ref to the home at XXXX XXXX. Where my brother XXXX XXXX had lived until his death until XXXX of XXXX, I was informed of the mortgage on the home and asked if the family would be willing to take over the payments. I was informed that they needed a copy of his death certificate and a summary of my relationship to XXXX which I faxed. From that point, I would called Loancare to inform them that I had not received any paperwork and each call I started to get a run-around. I reminded Loancare that they contacted me, and was told my name was found in the file and now they have an issue with speaking with me.
I received a phone call from professional services who informed me of the house being on a foreclosure sale and provided me with the name and phone of the legal firm involved.
When I pointed out the incorrect information on the application and asked who assisted with the application, and accountablity in these actions. The family does not want the home sold and was told that they also could help in getting the payment lowered. I just want the packet sent and how do I make the payment of {$260.00}? I have spoken with my city , county government and legal aid. They all agree something is wrong. I feel that the family is being viewed in a negative light due to possible communication or behaviors from XXXX children, which the family has no connection with. Again, we/siblings are willing to pay the mortgage on our family ( parents ) home at XXXX XXXX.
|
| 07/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LoanCare transferred my loan to XXXX XXXX XXXX ( XXXX ) in XXXX of XXXX. A mistake was made in regard to my account by LoanCare at that time. The issue is that prior to LoanCare passing my loan to XXXX in XXXX XXXX, LoanCare paid {$1400.00} in county taxes out of my escrow account thus sending my loan to XXXX with a negative escrow of - {$990.00}. However, my county taxes were not paid, LoanCare paid the wrong amount to the wrong account. My county taxes are {$560.00} and were paid by XXXX in XXXX XXXX ( along with a {$25.00} late penalty ) after I alerted them to the fact that my county taxes were not paid. In the meantime, I have received a notice from XXXX saying I owe {$1700.00} in escrow shortage and my mortgage is being raised by {$150.00} a month. The problem is that I do not owe this money. The escrow shortage was caused by a mistake on LoanCares part and by a complete lack of due diligence and follow-up from both LoanCare and of XXXX.
I have sent two letters to XXXX, one letter to to LoanCare and two certified letters to both LoanCare and XXXX. The letters detailed what happened and I proved CLEAR documentation of the issue. I have also made numerous phone calls to both companies. XXXX keeps saying there is nothing they can do and " it 's my problem, '' LoanCare keeps saying they " are looking into in. '' Additionally, LoanCare has advised me on several calls that they will be calling me tomorrow but they do n't call. It is now XXXX XXXX and this has been going on since mid-XXXX.
|
| 07/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
my loan was transferred XX/XX/18. and I had to make my payment before XX/XX/18 to XXXX, and after to new provider, XXXX XXXX I made a payment on XX/XX/18 XX/XX/2018 i called loancare and was told that they may have canceled my payment, and to wait a few days with the transfer I have 60 days no late fees or report to credit agency, the XXXX loancare calls and leaves a message, I call back and the guy is telling me I have to make the payment I explained I did and I was told to wait a few days to see if it would still process he tells me nope need to make payment now, I tried to explain I would like a copy of that letter, I don't want to have 2 payments pulled the same date, he said trust him and I need to make a payment m I said I did your company messed it up and he said I still have to make the payment today!!!!! now XXXX and XXXX XXXX use loancare for the service of the loans so laon care is the one demanding my payment I told him I would feel better waiting few days make sure the other doesn't process, I than said I thought someone has 60 days so how can you be telling, me that I have to pay today, again I told him the lady on the XXXX told me to wait a few days and that's what I wanted to do, he than said I still have to pay my loan I said I did and they messed up and he than started again I told him again I thought with the 60 days I have some time so whats the rush if I wait a few days and he wouldn't stop so I hung up so sound like they don't follow the 60 day rule with the new transfer
|
| 01/05/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
XXXXloancare purchased my account from stongate mortgage. My payment was XXXX with taxes, interest, and principal. Insurance is paid in full and not inside the payment, as per the closing Docs. Upon purchasing my loan. loancare autodebited the right payment, and then then immediately raised the payment to XXXX the escrow being taken out was XXXX every month. The total expenditures from that escrow account are XXXX per YEAR. I applied for a another mortgage on a different piece of property and put my current obligations as a XXXX mortgage payment. when they asked for proof and I went into my loancare I realized that they had been debiting my account and extra XXXX for a couple of months now. I reached out to them numerous times to fix this, and even helped trace the error. Numerous times I was told that they would fix within 48 hours and drop the payment down to normal. Its been 3 weeks and nothing. When I requested an email or something in writing to show the bank that Loancare was in fact in error and they will fix it, so they do not think I lied on my mortgage application, they refused. I have a {$10000.00} deposit at risk, and I will probably lose my approval because it looks like I lied to this bank. The last person I spoke to was XXXX XXXX ID XXXX who refused to allow me to speak to a supervisor and refused to let email me anything to explain the situation to the bank I was applying for a mortgage with. That 's a big loss for a family to take because of an accounting error on their part.
|
| 02/02/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Loan Care aka XXXX bought my loan and I started making payments to them in XX/XX/XXXX. I have made XXXX payments to them to date for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Every single payment has been applied incorrectly to my account. I made a payment on XX/XX/XXXX to satisfy my XX/XX/XXXX payment. They applied it as a principal curtailment and did n't bump my due date. I called several times to have it reversed and reapplied correctly. They eventually reversed and satisfied my XX/XX/XXXX payment BUT they applied it as of the day they fixed it ( XX/XX/XXXX ) not the day they received the payment ( XX/XX/XXXX ). Made a payment XX/XX/XXXX for XX/XX/XXXX and their automated system confirms they received it that date but they did n't credit my account until XXXX. I made and they received a payment XX/XX/XXXX to satisfy XX/XX/XXXX payment and they applied it as a principal curtailment again. I have called and called these people and nobody can tell me why every payment is applied incorrect nor do they ever fix my account. It is now XX/XX/XXXX and my XX/XX/XXXX payment is late when I made it XX/XX/XXXX. I 've called 6x just in the past two weeks without anyone resolving my issues or answers as to why this is happening. I 'm running out of time before a late fee will be charged for my XX/XX/XXXX payment, which eventually be reported to the credit bureau. They said if it gets to that point they will fix it but they have n't fixed ANYTHING yet. How will they fix a false report to the credit bureau?
|
| 06/08/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
In forbearance due to COVID from XX/XX/XXXX. I was told that I would not have to make a payment until XX/XX/XXXX. Due to this being my first time going through the process, I relied on the support of my mortgage company during this very scary and difficult time. I was asked to pay all skipped payments when forbearance ended and I told them I wouldnt be able to do that. They sent me a packet for a partial claim. I called several times to ask questions about the package. I mailed it back by the due date.
XXXX I received a call that because I havent paid any of my payments since the forbearance ended in XX/XX/XXXX and they were reporting me to the credit bureau. I told them I was told XX/XX/XXXX would be my first payment. I asked about my options and I was told I didnt have any since the partial claim was still being processed. I was told I could do an extension of forbearance after it was processed and my account brought current. I panicked and made payments to bring my account current from my emergency savings account. I was told that the forbearance ended XX/XX/XXXX.
XXXX in the process of refinancing mortgage for an affordable rate. Loancare has provided new mortgage company XX/XX/XXXX-XX/XX/XXXX.
XXXX called Loancare to see why they are giving the incorrect date and was told by XXXX that the person I spoke to on the phone in XXXX decided to extend my forbearance after the partial claim was processed. I did not authorize this. I have been on hold trying to resolved this for 4 hours.
|
| 11/04/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Up until now, I have had a very strong credit score ( above 780 ) with a long history of paying on time on all accounts. Shortly after our mortgage was transferred to LoanCare, there was an issue with LoanCares auto-draft system set up on www.myloancare.com, which caused my XX/XX/2019 mortgage payment to not go through. The result was a hit to my credit score of >100 points, which has significantly affected our family.
Details of the error : On XX/XX/19 I registered for a web account through www.myloancare.com. I made a web payment on XX/XX/19. On the same day, I went through all necessary steps online to set up auto payments, which were set to kick in starting in XXXX. This auto payment didn't go through due to a LoanCare system error. I didnt receive a notification of delinquent payment that was sent by uncertified mail on XX/XX/19 to an outdated address and I have no record of a phone call from Loancare made on XX/XX/19. On XX/XX/19, I noticed a significant decline in my credit score due to this account being overdue. The next day, I made a full web payment for XXXX, XXXX, and a late fee. My account is paid in full and there will be no more missed payments in the future.
I have opened a disputes with LoanCare, XX/XX/XXXX, and XX/XX/XXXX, which have been denied without explanation. I have had many phone calls with LoanCare and XX/XX/XXXX about this dispute. I am requesting website user logs from LoanCare that prove that there was never an autodraft payment set up in XXXX of 2019.
|
| 12/05/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
I contacted them since XXXX for delinquent payment so I applied for Loam modification because my husband do not have job for 3 months from XXXX to XXXX because my daughter had a serious car accident and undergone XXXX XXXX XXXX XXXX.
I filed and applied loan modification in XXXX, no response no email, no phone calls. I sent an email and called but customer service difficult to contact.
I followed up the loan modification in XXXX send my letter via email, no letter, no reply to result about loan modification.
In XXXX XXXX, they ask for my tax for XXXX and XXXX for additional documents for my application for loan modification.
XXXX XXXX, they send me letter registered mail to pay XXXX $ give me unto XX/XX/XXXX for the payment of 4 months of my mortgage including all penalties.If not paid The foreclosure will be file to the next step. keep on calling the day received it almost everyday in XXXX I can't contact the customer service, I emailed them no reply to my email.
Today, I called them XXXX Customer service LoanCare XXXX patiently waited for 50 minutes on the phone finally I got answered by customer service and asked how is my loan modification .She said I am not approved on the loan modification but repayment plan given to me starting XXXX amounting XXXX $ in seven months. I did not know that I was not approve because until now I am struggling and financially unstable.
No call, no correspondence, no email and then customer service can not be contacted. for a long time.
T
|
| 08/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I received a letter from my Mortgage company letting me know that my loan was being transferred to another company. The date the letter was written was X/XX/17. My understanding is that they are required to give no less than a 15 day notice. This letter was sent regular US mail. This letter did not arrive within the 15 day notice. Also, the letter stated that they will no longer be accepting payments after XXXX XXXX, 2017. The mortgage payment ( 1/2 ) was drafted out of my account on XXXX XXXX, 2017, which I was not expecting. With my previous mortgage company, I was set up on a " flex payment plan '' which allowed half the payment to be paid on the XXXX of the month, and half the payment to be paid on the XXXX of the month, and this was on automatic draft. This method worked very well for the way that I get paid and when my other bills are due. I can not pay the full amount in one lump sum payment on the first, or it leaves my family without money left over for groceries, gas, etc. I called the new servicing company, LoanCare , LLC, to quickly sign up for bi-weekly payments on automatic draft. I was told that they do not accept bi-weekly payments, but they have a third party that will assist with this, however, they charge a large fee to do this. I had no voice in my mortgage being transferred, but my understanding is that the terms of your loan should not change. I strongly believe that my options as far as payment should continue as they previously were, WITHOUT an additional charge.
|
| 11/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/XXXX, I began the process of refinancing the mortgage on a property I own. On XX/XX/XXXX, it was discovered that there is an outstanding balance of {$7600.00} in fees that must be satisfied at the time of closing per the refinance. Being that I had no knowledge of such fees, I contacted my current mortgage company, LoanCare c/o XXXX, on XX/XX/XXXX to get more information. A LoanCare representative researched my account with another colleague. After returning from a long hold, the rep explained the only information they could find about the fees were they are labeled as " preservation of property '' and were transferred to LoanCare when they acquired the loan in XX/XX/XXXX. Other than that, there were no specific dates of the fees charged, whom the fees were owed/paid to, or any other information associated with the fees. Unsatisfied with the result of my first call, I contacted LoanCare again on XX/XX/XXXX. I spoke with a different representative which told me the same thing as the first rep. Unable to get any sufficient details regarding the fees, I called again on XX/XX/XXXX and was told the same thing as the first two reps. And, the third rep advised me to contact the former mortgage company, XXXX XXXX, to understand the fees charged. Unfortunately, I'm unable to contact XXXX to get the details of the fees as they have dissolved business.
Dissatisfied with the lack of details surrounding such costly fees, I sent an error of resolution request letter to XXXX on XX/XX/XXXX.
|
| 01/14/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
|
|
We had hail damage in our roof last year. We opened a claim with the insurance company who approved it and released the funds right after the job was done in late XXXX. We tried to get the check deposited but because of the amount, our mortgage company required contract/bid/tax documents, etc from our contractor. We provided everything and after several phone calls back and forth they finally released a part of the funds. The total cost of the project was XXXX XXXX and they sent us a check for XXXX in XXXX. They still have {$6500.00} to release to us, but that is pending inspection. Since early XXXX I've been contacting them weekly ( lately almost every day ) to get the inspection scheduled. They assigned me an inspector, who contacted us on XX/XX/18 and left a message to call him and schedule the inspection. After 3 attempts without being able to get a hold of him, his phone number got disconnected ( XXXX XXXX XXXX ). Then I called again the mortgage company to explain what happened. They said they would assign another inspector. I have not heard anything back from anyone and every time I contact the mortgage company, they say they've escalated and someone will contact me soon. They refuse to give me an email, so I can have written documentation of this mess or to give me the inspector 's phone nr. I am losing my patience with this company that won't give me any answers or my money back. We have our mortgage through XXXX XXXX XXXX and the division that works with the claims is XXXX
|
| 08/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I. After my Forbearance Plan ended XX/XX/ 2022, LoanCare sent a letter dated : XX/XX/2022 denies all other mitigation assistance options ( with appealable reasons ) except for XXXX XXXX Flex Modification, offer to be received in 15 days. I have never received this Flex Modification offer as of XX/XX/ 2022 ( see attached ) II. Never granted communication access to XXXX ( aka XXXX XXXX XXXX ) on multiple attempts for multiple XXXX As per my Homeowners Bill of Rights a XXXX is a single point of contact which will explain resolution options, report consistent loan status and notify consumer of any required action for completion of modification assistance application and deadlines regarding that action.
III. Never received a Notice of Default or Foreclosure but received letter Dated XX/XX/2022 ( received XXXX XXXX, 2022 ) stating that there 37 calendar days or or less before a scheduled foreclosure sale. In addition this letter states that an application for Loss Mitigation Assistance is incomplete, after I have already been evaluated for options and qualified for a XXXX XXXX Flex Modification Dated XX/XX/2022 ( item # I ). ( XXXX XXXX, 2022 see attached ).
IV. Since entering Forbearance I have been discriminated against by not being provided access to entitled services e.g. Online/Web tools to be able to manage my loan. The restricted services included payment, accessing payment history, exchanging documentation, etc. I became a Foreclosure target as soon as I entered Forbearance.
|
| 08/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Below is the letter that I sent the company describing the issue regarding payment fees : To Whom it May Concern : Paying your bills on time is a must in America. What is foul is that you charge individuals after the XXXX of each month. The usual terms in a mortgage is that you must until the XXXX of each month to pay. It is the XX/XX/XXXX and XXXX XXXX applies that it's ok to charge people via the phone or the website. The only ways to avoid these charges ( $ XXXX- {$12.00} prior to the XXXX of each month ) is to do bill pay thru my Bank and or mail a check. This is not XXXX 's, its XX/XX/2018. The methods that are convenient for consumers and your company has a toll. Thats between $ XXXX- {$140.00} annually just because my loan was sold another loan company. As a consumer I have no power over who sells my loan.
When I first used the phone payment, it takes two business days. Thru my Bank it's going to take 5 business days. I contacted LoanCare via phone and talked with XXXX XXXX XXXX. I communicated with her regarding the issue and she even told me that her loan ( Different Loan Company ) allows payment without extra fees prior to the XXXX. XXXX XXXX is an asset to your company because she explained the issue and it basically over her pay grade. I'm contacting the Consumer Financial Protection Bureau to voice the issues. Check what XXXX says about your website. Stop stealing from hard working Americans that understand the value of paying their bills on time.
Regards, XXXX XXXX
|
| 09/14/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I refinance my mortgage and received a letter dated XX/XX/XXXX that my mortgage was sold to Loan Care effective XX/XX/XXXX. On XX/XX/XXXX I logged on to their website, made my first payment and signed up for e-statements. On XXXX I realized my payment had not come out of my account, so I went back on to the website to find that I have a XXXX principal balance. On XXXX I called Loan Care and spoke with XXXX ( XXXX ) who told me my loan was sold to XXXX XXXX now known as XXXX XXXX as of XX/XX/XXXX and she told me my payment would be forwarded to them. She claimed that a letter was sent to me on XX/XX/XXXX, but I never received this letter.
I called XXXX XXXX and they have no record of me yet, and I never received a letter from them. XXXX, from XXXX XXXX then called Loan Care back to try to get the new loan number and they do not have that information. The new person we spoke with at Loan Care told me my payment would not be forwarded to XXXX XXXX.
My loan 's first payment due date is XX/XX/XXXX. I am currently 13 days past due, and I have no way to make my mortgage payment. I understand there is a 60 day grace period when your mortgage is transferred however, not being able to make my payment is unacceptable, and I do not want my payment history to reflect a payment posted after the due date.
XXXX XXXX states that it can take 7 days to load new transfers information to their system. It has now been 9 business days from the day of transfer and they still do not have my information.
|
| 05/27/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My husband and I have a home mortgage that is serviced by Loancare. Our mortgage payments are automatically drafted, so we are up to date and our loan is in good standing. The problem is, for the past month, we have been trying to make a large principal payment to our account. I have not received a statement ( which includes the payment stub for additional principal payments ) from Loancare since XXXX ( almost 2 months ). I tried paying on their website, but their server has been unavailable for over a month. Every link associated with www.myloancare.com comes up as " server unavailable. '' I've tried accessing the website on different devices, different browsers, and different times of day in case it was due to high web traffic. Always the same results : " Server unavailable. '' I've tried reaching them via phone with the same results. I'm sent in circles by the automated phone system, kept on hold for 6 hours or more, then the line disconnects.
I believe Loancare has an obligation ( both legal and ethical ) to be available to their borrowers. I'm glad I have auto-draft on my regular payments, but I have the right ( and should have the ability ) to make additional payments on my mortgage any time I choose. I can't imagine how infuriating this must be for people who are behind on their loans and Loancare is making it impossible for them to pay. The company seems to have abandoned all pretense of customer service, or even providing reasonable means for borrowers to make payments.
|
| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LoanCare bought my mortgage loan in XX/XX/XXXX.
They botched the transfer from original lender and are mismanaging my escrow account.
XX/XX/XXXX, they neglected to pay my property taxes. I had to contact XXXX County, and LoanCare in order to make sure the tax payment was made, and that I wouldn't pay any interest and penalties.
In XX/XX/XXXX, they contacted me with letters saying they did not have proof of insurance, and they would be opening a new policy on my behalf unless I provided proof of insurance.I had to contact my insurance company and HOA to get the needed proof. Again, this was information that *should* have been handled during the loan purchase by Loancare.
In XX/XX/XXXX, they sent me an escrow statement saying that I would need to add an additional {$1100.00} to my account, despite the fact that neither property taxes nor insurance premiums have increased.
I contacted LoanCare to delete my escrow account so I can manage myself, since I've already been doing that.
The first request was NEVER acknowledged, so I had to contact them again, and follow up constantly.
The result : denied my request because I haven't held the loan for 24 months.
My money is literally being held hostage, and they're asking for more, and if this keeps up, they will continue to do so for the next 18 months.
I have a perfect credit score, no late payments in 17 years of home-ownership, yet I can't get them to give me my own money back so I can ( continue to ) manage my escrow account.
|
| 03/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX To whom it may concern : In XX/XX/XXXX I did a refi of my 30 year fixed rate mortgage with XXXX XXXX XXXX. The refi was a 15 year fixed rate at 3.75 %. At the time that I closed my mortgage payment was {$1000.00}. Two months later the mortgage was sold to Loancare mortgage company. After Loancare took over my mortgage, my payment was lowered to {$1000.00}.
In XXXX of XXXX Loancare adjusted my mortgage payment to {$1000.00} to adjust for the shortage in taxes and insurance. It was my understanding that at the end of XXXX my mortgage would revert back to the original refi rate.
In XXXX my mortgage payment increased by {$55.00}. My annual escrow account disclosure statement revealed that there was a {$750.00} shortage. My taxes have remained the same since XXXX and I have not missed a payment. I spoke to XXXX XXXX ( escrow managerXXXX ) and explained my situation to her. She said one of her managers would contact me. I was at a Drs office when they called and asked if they could call later on in the day. I have never heard from them again. I have left several messages for Ms. XXXX but have not received a return call. I have had several other conversations with their customer service department. Nobody has been able to give me an answer about why there was a shortage at the end of XXXX.
I WOULD LIKE TO KNOW HOW DID I END UP WITH A SHORTAGE AT THE END OF XXXX ( {$750.00} ) WHEN MY TAXES AND INSURANCE DID NOT INCREASE AND I MADE ALL OF MY PAYMENTS ON TIME?
XXXX XXXX
|
| 03/17/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
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Why would there be a need for a mortgage servicer to obtain another Abstract Title? As I understand it, the original Title should prevail throughout the life of the loan. According to my settlement sheet, I paid well over {$3500.00} for Title from XXXX XXXX, located in XXXX, NY in XXXX. Now, I 've found, according the County Clerk 's records, that yet another Title has surfaced from XXXX XXXX, located in XXXX, PA, obtained by LoanCare Servicing, who in turn supposedly sold the loan to XXXX, even though LoanCare was not the owner of the Note. How could they sell something they do n't own and paid absolutely nothing for? Did I mention the original Lender was the infamous " XXXX '' I thought when XXXX went defunct, all loans were to be delivered to XXXX. Mine was n't delivered until XXXX, three years later. During that time, there was NO ASSIGNMENT until XXXX to none other than who else, the servicer, LoanCare. Also, this was an FHA loan. If in default, should n't FHA have obtained it and sold it themselves? Where are they? Why was there a need to change Title Trustee from XXXX XXXX to XXXX XXXX? Does n't this place a cloud on the tile? I may be a novice concerning Real Estate but something just ai n't right. The way LoanCare and XXXX conduct their business, I 'm sure we 're headed for a repeat meltdown of the housing industry, as was the case in XXXX. I 'm hoping the Courts have gained more knowledge of these dirty dealings and will not let them seize consumers homes fraudulently.
|
| 02/07/2018 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
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My prior mortgage servicing company, XXXX XXXX XXXX ( also known as XXXX XXXX XXXX ) has yet to refund my real estate tax escrow balance, even though they were paid off when I refinanced my mortgage back in XX/XX/XXXX. I closed on my refinance on XX/XX/XXXX, at that time my County real estate taxes were now due and payable, therefore I was required to pay the XX/XX/XXXX tax bill at closing on the refinance through the company I was closing with ( XXXX XXXX XXXX ). At that time, Loan Care also attempted to pay the XX/XX/XXXX tax bill. Since the County received the funds from XXXX XXXX ( company I refinanced with ) first, they did not cash the check received from Loan Care and likely was sent back to them. I called Loan Care twice in XX/XX/XXXX, and twice in XX/XX/XXXX to follow up on my tax escrow refund ( which should be approximately {$2100.00} ), each time I have called they stated they were still working on issuing the refund and that they will have an update soon. Nobody has once tried reaching out to me ( mail or by phone ) to inform me of the status of my refund, I have had to initiate each interaction with Loan Care. I have verified that I had plenty in my escrow balance for them to pay the taxes, there was no shortage in escrow at time of loan payoff by XXXX XXXX. The {$2100.00} is a LOT of money, and is money that is owed to me. Loan Care has no right to hold this money this long, when it was confirmed back in XX/XX/XXXX that the tax bill was already paid by XXXX XXXX.
|
| 11/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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On XX/XX/XXXX I attempted to speak to Loan Care on behalf of XXXX XXXX XXXX. They stated they had not received a third party authorization that I had already sent. Following this attempt, I called again on the XX/XX/XXXX after faxing in the authorization on the XX/XX/XXXX again. They then said the modification documents I submitted were blurry and so I emailed them to avoid further issues. On XX/XX/XXXX, after my client brought to my attention that Loan Care kept calling him insistently requesting documents we had already sent multiple times, I emailed Loan Care again with a Cease and Desist notice, 2 different forms of authorization and I was confirmed an " LTK '' number had been opened via email. Today, I again called Loan Care and the agent who answered stated that the LTK number I provided ( for which email confirmations are attached ) and she could not give me any information.
XXXX XXXX is trying to resolve his delinquency before having to face foreclosure action yet Loan Care is making it impossible and almost pushing us to the verge of a case. They are NOT to contact XXXX XXXX as he is represented by an attorney and any and all communication should be through our office, specifically me, XXXX XXXX, as the Legal Assistant handling his file.
We need a response and an written update to his modification review as soon as possible. We need his account to be updated and show us as a third party authorized and we need Loan Care to refrain from communication with our client.
|
| 10/21/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
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|
I already have a complaint opened against loancare, complaint # XXXX due the way they have have treated me ... and the complaint has done nothing! First, they have yet to respond to my first complaint, and second, when either myself of my authorized third party calls in ... we just get the run-around. Both myself and my authorized third party has called in 6 times within a 45 minute period only to be transferred to the bankruptcy department where I sit on hold for 10 minutes only to have someone answer the call and hang up. I call back, and I 'm told that I am being transferred to loss mitigation, and no one answers the phone ... I just get a random persons voice mail ... i leave a message do n't get a call back. My Authorized third party calls in, and all of a sudden loan care ca n't find the authorization I signed ... and Lastly, I still have yet been told who my loan file is assigned to? Is my loan not supposed to be assigned to a single person? ... I submitted a complete request for mortgage assistance to fax # XXXX on XX/XX/2016. I received fax confirmation that it has been received, I ca n't speak with anyone at loancare ... and when I ask to speak with management all they do is put me on hold forever until I hang up. This is ridiculous! ... they are messing with my home, please help! This is what has been happening for the last 2 years! This is why people lose their homes! Please help more than just forwarding this complaint to Loancare and think they will do anything.
|
| 11/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I took a home loan from XXXX XXXX in XXXX of this year. On XX/XX/XXXX, XXXXXXXX XXXX sold the loan to LoanCare , LLC ( hereinafter " LoanCare '' ). XXXX XXXX informed us that no further payments would be taken on the loan, but that any previous or future payments would be forwarded to LoanCare to be applied to the Loan.
On XX/XX/XXXX, XXXXXXXX XXXXXXXX took my {$4600.00} mortgage payment from my account any via autopay. On XX/XX/XXXX, XXXXXXXX XXXX wired the funds to LoanCare via interbank transfer. XXXX provided us ( the borrowers ) with the wire number, date, and amount, which we have provided to LoanCare.
It is XX/XX/XXXX, and LoanCare has refused to apply this payment to our loan. We have otherwise kept up with our monthly payments. I have attempted to resolve the issue and provide the wire information via six letters, eighteen emails, and nine phone calls. LoanCare representatives still claim that they can not find the funds or the wire.
My first concern is that this {$4600.00} payment needs to be applied to our loan.
My second concern is that, had I not pursued this issue, LoanCare would have just pocketed the {$4600.00} and not credited a loan for it. Under basic accounting principles, every debit from one account should correspond to a credit to another account. I'm curious as to what a forensic accountant would uncover by looking closer at LoanCare 's records, or if I'm the only person whose mortgage payment LoanCare just kept but didn't credit a loan with.
|
| 11/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I was recently switched from the XXXX XXXX XXXX XXXX to XXXX loan servicing c/o Loancare for my mortgage. I did not apply for this change but I understand that mortgage servicers can sell loans.
Since the start of my mortgage, I have auto-paid half on the XXXX of the month ( or close thereafter based on bank availability ), the remaining half on the XXXX of the month ( or immediately thereafter based on bank availability ), for payments that are due the subsequent XXXX of the month. For example, for a mortgage payment that is due XX/XX/19, I paid half on XX/XX/19, the remaining half on XX/XX/19, and the mortgage due XX/XX/19 was paid with those proceeds.
Loancare recently received a half-payment XX/XX/19, a second half payment XX/XX/19, for a mortgage payment that was due XX/XX/19. Instead of applying the amounts to the payment, they chose to misdirect my first half-payment on XX/XX/19 to unapplied principal, which was not at my request or discretion. This caused the payment due on XX/XX/19 to be listed as " late '', with an additional {$1100.00} still owing.
I would like you to punish Loancare servicing for making this change that was not in accordance with how my past payments have been processed. I would ask you to force them to reverse whatever the XXXX they did with the XX/XX/19 payment and apply it to the regular mortgage payment. I would ask you to force them to make any corrections with the credit reporting bureaus that might have occurred due to their errors.
|
| 01/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
When filing paperwork for a home refinance loan, I was advised not to open an escrow account because we owed money to our property taxes from a HERO loan for work done to our home and part of the refinance agreement would be paying off the HERO loan and the property tax bill would subsequently decrease greatly and therefor we wouldn't overpay our loan servicer unnecessarily. Once our refinance loan paid off the HERO loan, I requested the loan servicer pay the next tax bill from our escrow account. The property tax bill is due tomorrow, XX/XX/19. I submitted a written request with my updated/latest tax bill and insurance information as required on XX/XX/19. I called to check in several times and was notified I had submitted all documents properly and that the request would be escalated in order to pay the property taxes in time and to open an escrow account. After not receiving a response by XX/XX/19, I submitted another written request. By XX/XX/19, two weeks prior to the tax bill being due, I called in and asked to speak to a manager, who then told me he was creating a " manager escalation '' and that, again, I had accurately provided all documents requested, and that I'd receive a response in 3 working days. I received the formal response stating this on XX/XX/19. I have tried contacting the customer service and manager numerous times since that date, more than 12 working days past XX/XX/19 and am now going to have to pay the tax bill out of pocket tomorrow, on XX/XX/19.
|
| 12/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
|
Long history! XXXX XXXX sold my mortgage to LoanCare, why I do not know. Our first recurring payment with LoanCare started XX/XX/XXXX. What a nightmare, theyre driving insane. The problem started XX/XX/XXXX when I sent them a check for {$25000.00} to be credited to the principal, I have done this before, it wasnt a problem then LoanCare took my monthly payment of {$2100.00} and deducted from the {$25000.00}, when the monthly payments are recurring payments. Since then LoanCare havent stop doing the recurrence payment to my bank. I really do not trust them I have tried for them to fix their mistake. Instead, I get numerous recording messages that Im behind in my mortgage + the late fee. XX/XX/XXXX sent a certified letter with history attachments to the corporate office As of today XXXX havent heard a thing. Plus I enclosed two checks for {$2100.00} each to pay for whatever they are claiming were behind, except for a late payment. I beg them to let me know how to set up my monthly payments. I just find out that LoanCare has reported to the credit bureau that we are on default of our loan, our credit report went down from XXXX to XXXX. I would like to hire a lawyer, but that will be extra spending that we dont want to incurred from the poor administration/record keeping of LoanCare. As I mentioned before I have talked to a supervisor on LoanCare, Mrs. XXXX, who pretended she didnt know what I was talking about very unhappy, and rude! I need advice/help what should I do next?
|
| 12/28/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have been under FEMA forebearabce since XXXX due to Hurricane Irma. This is my second CFPB Compaint regarding this. In response to my prior compaint, My Loan Care acknowledged I was under FEMA forebearabce ( but did not resolve ANY of the other offenses I complained of ; which remain unresolved to this day ). I have now been kicked off their website and am unable to make a payment. After spending more than an hour trying to speak to a customer service rep, I was explicitly told that ( a ) I was not under a FEMA hold, and ( b ) if I wished to make a payment there would be a {$15.00} charge.
Now my forebearabce is ending and they keep insisting I apply for a modification or loan repayment program, which would change my loan terms and increase my interest rate. This my have been lying and scamming me and giving inconsistent advice the entire time I have been under FEMA forebearabce. AND they 're charging me inspection fees, which I should not have to pay since I 'm not in foreclosure. Nonetheless, by locking me out of the website and refusing to accept my payment without charging exorbitant fees, they are literally trying to force me into foreclosure.
I understand that they want me to Sue them to get a favoriable resolution ( which may be my only option at this point ). But I have recorded calls and PROOF that I have been lied to, scammed, have had my payments rejected unless I pay a high fee, and am basically being pushed into foreclosure or an unwanted modification.
|
| 02/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
The issue is the annual escrow account disclosure statement dated XX/XX/XXXX. The letter states our mortgage will go up to {$1500.00} effective on XX/XX/XXXX. This is an increase of {$250.00} a month, which equates to {$3000.00} a year. The statement lists an escrow shortage of {$2200.00}. This is despite the fact our taxes went down {$130.00} as compared to XXXX. During our phone calls, no one, including supervisors, could explain why our mortgage payment would go up while our taxes went down. Clearly there is an error. We have continued to pay our previous amount of {$1300.00} based on the conversation we had on XX/XX/XXXX. I've attempted to contact LoanCare/XXXX many times and did receive a letter from them. However, the attachments weren't there and the question ( s ) weren't answered. I've tried to call the number listed for direct contact but the message just say " unavailable '' and there is no option to leave a message. I've been working on this for 4 months now and they are charging late fees in spite of the fact one supervisor said to continue with my existing payment until escrow does their review. My question boils down to this : if I've been paying my mortage on time and in full for the last several years, why do I have an increase of {$250.00} a month XXXX $ XXXX XXXX when my taxes went down? They continue to site a " shortage '' but fail to tell me where the shortage is from and how it was calculated.
Please help!
XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX
|
| 11/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I closed on my mortgage with XXXX XXXX in XX/XX/2020 and received notice that was mailed on XX/XX/XXXX on or about XX/XX/XXXX that my loan was being transferred to LoanCare LLC on XX/XX/XXXX. I provided my payment to them using the loan number for LoanCare on the notice XXXX provided. A week later it is still not posted and when I called LoanCare today to check on a number of items I was disconnected after talking to 3 different people.
Not only am I concerned about my payment but I am in the middle of a refinance on this loan and my property taxes are due in XXXX.
The first person I spoke with was not helpful as she stated it could take 10 days to find my account or to be loaded and I was extremely upset since this mess is not of my making. I asked to speak to a manager, she put my on hold then put me back into the main queue. I went through the prompts again which is difficult since they do not recognize the loan number I was given or my social and the person who picked up also said she had to transfer me to another area because it wasnt her area. I told her that was not acceptable and wanted to speak to a manager so she put me on hold and put on someone names XXXX who again tried to pull up by my social and loan number and when she couldnt the phone went silent.
I should not have this diffculty confirming they received my payment, my taxes are being paid and get a payoff for my refinance. These delays could cost me my rate and additional cost on my refinance.
|
| 11/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
We Applied for for a forbearance for XXXX loans w/ Loan Care during the Covid crisis, loan # s ( on attachments ) Our forbearance ended in XXXX XX/XX/XXXX.
We called Loan Care in XXXX, multiple times to apply for Loan Modification for both loans.
We received. XXXX XXXX XXXX XXXX XXXX Solicitation Offer for both.
We followed the instructions in the plan for both loans, which is : 1. Send our 1st trial period plan payment of $ XXXX {$660.00} respectively by XXXX/XXXX & XX/XX/XXXX which we did for both, we actually paid more money.
2. Make XXXX consecutive payments, XXXX & XXXX, which we did & are doing.
3. Sign Modification Agreement, which weve not received yet.
XXXX XXXX XXXX sent a letter to our tenants & us, for one of the loans, stating that were in default, that we missed payments, which we did Not.
Proof attached.
Wevd called multiple times to try & plead our case but, we are told to disregard the letters & are told theres an error w/ the system by some agents, but that one loan collector has said that we are in default & were still getting letters indicating that were in default.
We did everything that was requested of us.. We should Not be in default!
On the other loan, we seem to be ok, yet we did the exact same things for both loans.
We also asked for a payment history for the life of our loan, about a month ago & have yet to receive it.
They sent a payoff amount, which does Not incorporate All of our payments.
Please help us!
XXXX
|
| 04/15/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was " sold '' to loancare by another company. Based on getting paid monthly, we always paid our mortgage on the XXXX before late fees accrued and paid online. After the mortgage was changed to loancare, we have had to pay " late fees '' based on when it is paid. Ex. 1-5 days {$5.00} extra, 10-15 and 15-30 {$10.00} extra. Not to mention, IF for whatever reason we get paid late, we have to pay the mortgage later and then there is a real late fee ... so we are paying DOUBLE late fees. Again, I stress, we have NEVER had to pay late fees with our previous arrangement. We do not have a ton of money so every little bit counts in this day and age. I called loan care to explain the fees and they said it is a fee to USE the online payment option. Being the technology age, this is the ONLY company that CHARGES to pay a bill. It is also very odd that a fee would change amounts based on when a bill is paid. I called numerous times to ask for the due date to be changed so I can avoid these charges and they said " no, the due date is based on your last company 's agreement, therefore, we will not change the due date. '' They do not even try to work with you. One lady even said, this is how we make our money. I am so appalled that they do not work with and it is frustrating to pay extra every month for no reason. To my understanding, this is a management company that works for financial institutes. It is not fair to the customer to pay extra on top of what we agreed upon.
|
| 06/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2020 I received my XXXX statement via US mail showing the account delinquent with no payment posted to my account with a late fee. I did not receive any notification prior to this that the payment was not posted. {$1200.00} XXXX Payment. Late XX/XX/2020 at XXXX XXXX I called Loancare and they stated that no payment was received and a late fee ( {$43.00} ) was asset and delinquent reporting to the credit bureaus. I sent the documentation as the payments has been paid through auto pay since they assumed the loan. A ticket was created and and 7 days passed with no follow up or correction.
I called again XX/XX/2020 XXXX XXXX which I was hung up on with no call back. I called again at XXXX hours and spoke to another call taker and advised her of the situation. She stated the ticket was closed with nothing changed and she was not showing the XXXX ( {$1200.00} ) or XXXX ( {$1200.00} ) payments. Further she verified the negative reporting to the credit bureaus.
I filled another appeal with more documentation that LoanCare received funds from my account and did not apply them. I have not received any phone calls, emails or US mail of this situation.
No notification of the XXXX late payment were received by me as required by law. My credit and loan accounts have been negatively affected unjustly.
My payments need to be applied to my account to make it current and all negative information sent to the credit bureaus needs to be rescinded and removed immediately.
|
| 08/03/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Our USDA loan was in a COVID-19 forbearance for 12 months under the CARES Act. Prior to forbearance ending on XX/XX/22, and on several occasions since then, we have attempted to reach our servicer, LoanCare, to exit forbearance and bring the account current, including by phone, fax, email, and mail ( see enclosed contact log ). We have repeatedly requested to resume our contractual payment and retain the original terms of the loan, deferring the past due balance to the end of the loan. LoanCare has erroneously advised us that USDA loans are not eligible for deferment and that the only option to exit forbearance is a Loan Modification, which would change our interest rate and payment terms. This is incorrect according to USDA, HUD, CFPB, and even literature published by LoanCare. LoanCare has neglected to abide by the guidance of the aforementioned agencies who regulate the implementation of the CARES Act regarding COVID-19 forbearance. The guidelines are clear. Resuming our contractual payment and deferring the past due balance to the end of the loan is one ( of multiple ) options available to us as USDA borrowers. LoanCare has ignored our multiple requests, insisting on Loan Modification only. On XX/XX/22, we received Loan Modification documents from LoanCare in the mail that we did not want or request. LoanCare has failed to provide us with all available repayment options in accordance with the protections provided by the CARES Act, which they are obligated to do.
|
| 07/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Mortgage through LOANCARE We were in forbearance due to COVID, and approved for a modification as per the paperwork that was sent to us dated XX/XX/XXXX. Our new payment was to begin on XX/XX/XXXX with a modified loan amount which included the missed payments and new lower interest rate. Mailed back 2 signed and notarized copies as requested, and they were received by LOANCARE on XX/XX/XXXX. On XX/XX/XXXX there was an update in our online account that showed they documents were received. On XX/XX/XXXX there was an update to our account that stated our Mod changes were completed. THEY WERE NOT. Spoke with LOANCARE on XX/XX/XXXX to state that our account has not yet been updated even though it says our modification paperwork has been received and updated. XXXX stated to give it more time and to make my payment for XX/XX/XXXX as agreed {$1600.00}. Emails that have gone unanswered were sent XXXX, XXXX, XXXX and XX/XX/XXXX. Spoke with LOANCARE, XXXX, on XX/XX/XXXX and again was advised to give it more time, that the paperwork was in recording. Now all the information that was in our online account regarding the received documents has been removed, I do have screenshots. Meanwhile, automated calls are received daily from LOANCARE asking for us to call them back, we are being reported to credit bureaus as being late and I am no longer able to make online payments. Its almost impossible to get anyone on the phone. We are getting pre-forclosure letters from FHA and LOANCARE.
|
| 09/09/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I purchased my home in XX/XX/2022, In XXXX I had to make an emergency repair to my house ( which i do reside in ). This caused me to fall behind. I submitted a work out package to LoanCare with documentation in XXXX to request a modification to add 3 payments to the end of the mortgage, and bring me current. I have been on the phone with Loan representatives at least 50 times, the first 20 or so I was told I was missing documents which I continuously submitted through their website. For the month of XXXX I was told all of my documents had been received and it was being submitted to the next level. A few weeks later the rep and a supervisor told me that my case was closed for missing documents but that it should not have been so they were escalating and manually re-opening the case because it shouldn't have been closed. I was told to wait 30 days for the review. I was un-trusting of what they told me and this being a week later I called today to check the status. I am now being told the case was closed, and NEVER re-opened.
I want to keep my house. I want to be current and make good on my promise to pay, however I am being told that it is under review/ not under review/ not to make a payment and I am afraid of moving into foreclosure. This is my first purchased home, I live here with my XXXX children. I am a single mom working two jobs, i just wants a proper review and a little assistance. I don't know where else to turn. I am not due for XXXX, XXXX, XXXX, XXXX
|
| 10/15/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I called into make my monthly payment and was asked if I wanted to go nto a special program that would allow me to skip one month payment. I was not over 30 days past due but was telling them my son was in college and was curious if they had a way to skip a payment. They said they did have a skip a pay program. I was thrilled but working in a job that would not allow me to show a late mark on my credit I explained I had to be sure it would n't affect me negatively. He said as long as I made the payments on time I would not have anything to worry about. I was thrilled! I explained I had to be sure it would not affect my credit score and they promised it would n't. I never signed any documents but they ended up moving to a loan restructuring program that basically pulled money from my escrow account. I had NO idea this was happening. I need someone to request the phone records since they said the conversation was recorded. I now show I was moved to another lender for 6 months but my actual loan with XXXX show all payments were made on time. No late marks. But this other lender XXXX now pops up on credit report and shows I was 30days past due the entire time I was in the program. They completely misrepresented themselves. How could they do something like this without me signing any documentation. I work at a bank and have never seen anything like this in my life. I have never complained before. This is just totaling breaking consumer disclosure laws. please help me.
|
| 03/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I applied for COVID forbearance in XX/XX/XXXX, and although their website says a response will be given in 3 days, it took weeks to get a response. On XX/XX/XXXX I received notification that I was approved for COVID forbearance. Because of this approved forbearance plan, no payments were made in XXXX and XXXX. However, I received a notice that I am late for payments ( which was incorrect since I was on a forbearance plan ). I emailed many times, and only ever received a response when I said I will report them to HUD XX/XX/XXXX due to receiving notices that I am past due which was incorrect. I was on an approved COVID forbearance plan that, according to their email, was valid though XXXX of XXXX.
I sold the property XX/XX/XXXX, and they were fully paid out. I logged into my credit report online today, XX/XX/XXXX, and see that they reported me for having a delinquent account. This is unacceptable and fraudulent. This lowered by credit score by 93 points.
No one ever answers their phone line, ever. They only answer emails when you say you will be reporting them. They have never once corrected any of their mistakes. Their mistakes ( perhaps intentional ) have caused stress and now have impacted my credit. Completely unacceptable. Having a phone line where no one answers and email responses that just say to call seems like a scam setup. This must be immediately resolved.
If you go to their XXXX page, you can see hundreds of people complaining of similar issues.
|
| 07/19/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
So after filing a complaint with the CFPB, Loancare/ Lakeview LLC reached out to me concerning the issue we previously had RE : # XXXX.
Silly me, I close the complaint and write a glowing review of how Loancare/ Lakeview is working with me to resolve the issue. Fast forward, I'm sent a loan modification approval. It just needed to be signed, notarized and returned. The mailing date on the XXXX envelope they sent was XX/XX/2021. We signed the agreement and returned everything in the return envelope they provided.
The following day I receive a letter in the mail stating my loan modification was denied. This was also dated XX/XX/2021. Are they playing games? Was this some kind of clerical glitch? I call Loancare they claim they have no record of said agreement being approved or mailed to me. I mention the attorney 's name on the envelope. " No one by that name works with us '' huh? I keep all my papers so I scan everything to them including the XXXX envelope it came with along with my receipt for the return mail. No response. I call again and they still don't acknowledge agreement but they now require even more documentation even though these are the same documents I've sent numerous times. Basically I got the run around but if someone took the time to draft an agreement why can't anyone care enough about their job and actually look into what's going on?
Keep all of your papers when dealing with Loancare/Lakeview but unfortunately it still won't matter to them.
|
| 10/02/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I filed bankruptcy in 2019. Prior to filing, I completed a loan modification with Loancare that was signed and accepted by them. It has been filed with the county records as well. Since 2019, Loancare has locked me out of my online account and my statements show I have {$14000.00} included in my bankruptcy which is their reasoning for locking me out of my account. The dollars they are referring to were added bank into my loan through the modification and is part of the county record. Loancare has not reported a single mortgage payment I've made since 2019 to the credit bureaus. I have emailed ( the only option Loancare offers me ) the bankruptcy department a request to correct this many times over the past two years with ZERO response. I included the recorded modification and emails between Loancare 's attorney and my bankruptcy attorney agreeing that the modification was in effect prior to my filing bankruptcy. As a result. Loancare did not ask the bankruptcy court to include a single cent in my bankruptcy. I also provided the bankruptcy court docs with my emails to Loancare. STILL NO RESPONSE! I'm only able to speak to representatives who tell me to send another email to the same bankruptcy department. This has been YEARS without a response and without a correction made. Since I'm locked out of my account online, I have to try for days and sometimes weeks to get through to make a payment as I'm only allowed to speak to the bankruptcy department. I need help!
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| 06/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am having major problems extending my forbearances on my properties. I have called LoanCare multiple times and have been told my 90-day extension is in progress more than once. In fact, I called XXXX, received emails ( attached ) on XXXX saying they were approved, letters in the mail ( attached ) dated XXXX saying my forbearances have been extended to XX/XX/XXXX ( so they've been extended to the past?! ) and still nothing. I called XX/XX/XXXX, was told they would need to be manually done, and still I'm getting emails saying I need to take action. I just called today, XX/XX/XXXX, and the representative told me there isn't even a record of anything the representative did on XX/XX/XXXX and that the system says I have exceeded my 540 allowable days, but that isn't possible because forbearance programs didn't even start 540 days ago ( she suspected it was because my social security number is tied to 3 loans and so the system might be combining them all to " exceed '' 540 days ). She said she had to transfer me to loss mitigation ( even though that's the number I called ) and I've received no help. This has become extremely frustrating and now that XXXX is almost over and my forbearances with it, I am left wondering what is going on. My only options at this point have been to call back, file complaints with the appropriate government regulatory bodies, or reach out to other legal means because LoanCare isn't helping. This is for three loans : XXXX, XXXX and XXXX.
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| 07/11/2021 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was transferred to LoanCare in XXXX. My payment remained the same as when I closed on my house in XX/XX/XXXX. My XXXX statement stated they were raising my mortgage payment {$510.00} due to a shortage which after I looked at the escrow analysis, realized it was because they have 3 tax payments coming out in XXXX for {$8500.00} First 2 people I spoke to at LoanCare stated it was because my property taxes doubled. I sent numerous online inquiry requests for someone to call me. It has been over 3 weeks. I reached out to original loan servicer, they got back to me in 2 hrs, told me to contact tax accessor for my county. Called XXXX XXXX Colorado XXXX XXXX, my property taxes only went up {$400.00}. They also told me to tell LoanCare that my XXXX tax bill is still not paid and now has accrued interest. I checked my payment history and LoanCare shows they paid these XX/XX/XXXX. Obviously a lie. I called LoanCare back and they told me they would forward my issue to escrow department and I would have an answer by XX/XX/XXXX still have heard nothing. I paid my mortgage payment per the amount stated during my XXXX statement as well as the website. Now it says I am passed due 9 days and the amount due is totally different than my statement. I don't know where they are getting their numbers from but if I can't talk to someone and I can't afford a payment increase of {$500.00}, I will lose my house and it is absurd that my mortgage company will not contact me.
|
| 06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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During the pandemic in XXXX I was layoff from work and had trouble paying my mortgage so I got on the forbearance plan in XXXX of XXXX, In XXXX I started a new career and started the process to end my forbearance plan. I completed a mitigation application and followed many step to end it, they said they would give me a loan modification. That would have really helped me get back on track. Instead I had to call them almost on a weekly basis to try and see what was the status. In mid XX/XX/XXXX I received a notice that I was approved for a deferment, which they had not discussed with me. So now my payment was due and was late. Frustrated, but I do not want to lose my home, so I start to make the payments again. I did not understand why they said they would give me a loan modification but instead gave me a deferment which left me with a 4.25 % interest rate loan, which I now can not refinance because I would need to first pay my deferred balance, in addition they say that escrow/taxes behind so my payment is increased by another {$500.00} per month. Now I have paid my XXXX, XXXX and XXXX payments, but it is really too high of a payment and I should be able to refinance and lower my rates but I feel I can not. My new career is not paying much yet and I really need some help. They also reported my deferment to the credit bureaus and my credit score went from exceptional ( XXXX ) to good ( XXXX ). Can you help me to find a way to lower my mortgage payments please?
|
| 01/09/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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I submitted my paperwork for a Loss Mitigation/Loan Modification with Loancare ( my new mortgage company ) on XX/XX/XXXX. My request was that my mortgage amount should be lowered so that I could afford to make monthly payments.
Although I had submitted every single document they requested, they continued to delay taking a final decision. I made numerous phone calls to their Customer Service department, even spoke with supervisors in the Loss Mitigation department in in XX/XX/XXXX. I wrote down the names of those supervisors and customer service staff. All of the Loancare staff assured me that I will NOT be reported to the credit bureau for late payment, since they were still processing my Loss Mitigation request. In fact, an under writer was reviewing my completed file. In early XXXX, I was informed that my paperwork had been transferred to an under-writer, for me to expect a phone call, email and letter about my request anytime before XX/XX/XXXX. XXXX XXXX and another supervisor confirmed that I 'll get a final answer by XX/XX/XXXX about my request for loan modification/loss mitigation.
I was shocked to learn that in early XX/XX/XXXX, Loancare had reported me to all three Credit Bureaus for being 180 days late in my mortgage payment.
My Credit is ruined and I 'm unable to get a loan to buy a new home for my family.
Loancare reported me to the credit bureau for non-payment while the mortgage company was still processing my request for Loss Mitigation.
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| 08/28/2018 |
Yes |
|
- Trouble during payment process
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Web |
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I contacted the loan servicer Loan Care in XX/XX/2018, to inform them I was recently laid off. Even though I was not and have never been behind with my payments I was referred to loss mitigation. The agent told me I would have to submit a package to loss mitigation. I submitted it and was approved for a 12 month forebearance. I was told my mortgage would be {$390.00} for 12 months then I would be expected to pay the difference in my reduced rate to bring escrow account current which would be about {$12000.00}. They sent me a packet, I read over it and called back to let them know I would not do anything like that because it would put me in a bad situation and cause me to lose my home. They asked me to submit a request to deny forebearance. I faxed over my request on XX/XX/2018 to stop forebearance. My payments were paid in full monthly. Today I went online to pay my mortgage only to find they have set me up on a repayment plan without my authorization. I talked to XXXX and team manager XXXX today and asked them who authorized forebearance? They couldnt tell me. The website stated I owe {$170.00}, but my statement sent via USPS said I owe {$1500.00}. I told XXXX I needed clarification as to who authorized forebearance and what is happening to the monthly payment we are sending? He couldnt explain. I further explained to him I wanted answers quickly. Because they have sent me letters alluding to foreclosure even though we have never been late. Please assist.
|
| 05/30/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
I have 2 issues with XXXX loan company ( myloancare ).
# 1 The mortgage loan was transferred from XXXX XXXX XXXX in XXXX ( i think ). When XXXX acquired or purchased the mortgage, they made a mistake on the house number which is XXXX, and they have it as XXXX, which is incorrect! I have been trying since XX/XX/2020 to have this corrected. I sent them an email after reaching someone on the phone there named XXXX who told me how to email and send documentation of the correct house number. So I sent a copy of a tax bill with an email explanation to the email address she gave me. NOTHING has happened! I have also gone through their website after creating an account and asked for action on this problem last week and this week, but I get no call-backs. Only a recorded phone call asking me to call, and then a message about COVID-19 and problems with making mortgage payments and how to apply for help.
# 2 A property management company is paying the mortgage as they are handling the rental since I am in CT and my house ( which I want to move into in a month ) is in CA. I am also trying to get XXXX loan company to contact XXXX XXXX because they mailed the last mortgage payment with the ticket on XX/XX/2020 and it has not been received. I have given permission for XXXX to communicate with XXXX through XXXX on my account. XXXX can not issue a new check without talking to each other, and XXXX is not responding. Needless to say I am very frustrated with both issues.
|
| 05/17/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
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|
Web |
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XXXX XXXX transferred me to a Company named Loan Care whom is still affiliated with them. I had been working on retention options with XXXX until the loan transferred. Once the loan transferred is when my account started falling through the cracks. Every time i called Loan Care I would be transferred to many different departments about 6-8 times since no one there knew how to help me. I submitted my application for retention options on XX/XX/XXXX, just days after it had been transferred. I kept being told that the application was in review for months. On XX/XX/XXXX, I was advised that they needed additional documents and that they would email me with the request. When i received the email, i was shocked and confused by the documents requested. Loan Care was requesting preliminary documents to sell my home and they advised that there was a sale date of XX/XX/XXXX. I never requested to sell my home and for months had been told that my file was in review and there was no sale date. Now they are forcing me into selling my home and telling me there are no retention options, my home is going to be auctioned all because i have an HELOC. This could have been told to me months ago before. Today, i received a letter in the mail stating that I can apply for loan modification options. Every package i submitted, i never received acknowledgement letter, i was never able to speak with a specific person and now i am losing my home. Please help me. i can not lose my home.
|
| 12/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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On Friday XX/XX/XXXX at XXXX XXXX I signed to sell my house. The buyers signed at XXXX. The money was then immediately wired to LoanCare/XXXX for payment. I checked my mortgage account Friday, no change. I checked it Monday the XXXX, no change. On Monday, I got my share of the proceeds wired to MY bank account so I knew they had been sent. I checked it Tuesday the XXXX ( FOUR days after they were wired the funds ), no change. On Tuesday LoanCare called to tell me my payment was late, I had failed to pay, and I now had a late fee. I said, no, this has been paid off. Apparently the payoff department and the payment department don't communicate. I called the title company to assure the money had gone out and it had. The payoff department at Loancare said " oh we see a payment pending but we don't process payments on Friday or on the weekend so it probably won't be in the system until 48 more hours from now and at that point we will determine if it was timely and in the right amount and if we will change your account to remove the late fee and late payment. '' Are you kidding me? That is ridiculous. This company should not even be allowed to be in business. They are the worst company I have ever communicated with. Their website interface is awful. Every time I log in I had to RE-sign up to get estatements. It looks like something leftover from 1996. And apparently many other people have issues with them so I'm not sure why they are even allowed to operate.
|
| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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On XX/XX/XXXX, XXXX XXXX XXXX ( XXXX, NJ ) transferred the servicing of my loan to Loancare ( XXXX XXXXXXXX, VA ). XXXX sent me a notice on XX/XX/XXXX that they had become the servicer for my loan. That letter said that if I had auto-pay set up, then I needed to take no action, my loan would continue to be paid in that way.
It is now XX/XX/XXXX, no payment has been made. I have no access to the XXXX online system, and I have no coupons or other materials to send them a check. I have contacted customer service and I keep getting new dates for when my loan will be active : initially XX/XX/XXXX, then XX/XX/XXXX, then XX/XX/XXXX, now XX/XX/XXXX.
My loan is accruing interest based on the amount of principle that is owed. I normally make an substantial payment of additional principle on top of the amount paid in my normal mortgage payment.
And so, I am now nervous because no on-time payment has been made. And additional interest is accruing based on the outstanding balance of the loan that I can not pay down - either through a normal mortgage payment or through an additional principle payment.
The new servicer also charges an additional fee for online payments that are made online ( the previous servicer did not ). That fee structure escalates throughout the month, {$5.00} after the 5th of the month, and {$10.00} after the 10th of the month. And so I will now incur additional charges to make my payment of additional principle because of this delay.
|
| 11/04/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was behind 1 month when Hurricane Irma hit and business income tanked. I called Loan Care to see if they could offer any assistance and they provided that they would put a hold on all late payment fees and negative reporting to the credit bureaus for 90 days; however, they continued to robocall me everyday and send loss mitigation letters to my home while I remain behind on my payments, which is now 3 months in XXXX. My complaint stems from them charging me an inspection fee of $XXXX every month I do not pay even though I made it clear to them that I intend to keep the house and make payments as soon as my income recovers from the hurricane. I do not agree with having to pay for a service that only benefits the mortgage company. If they want to ensure that the home's value is not below the debt balance they can pay for that service as a cost of doing business. I would understand the charges if I failed to communicate with the servicer and did not inform them of my situation and intent to make my payments in the near future; however, they also do not accept partial payments making it more difficult to accumulate enough income before other costs can eat up my funds. While other creditors defer or offer to skip payments, Loan Care really does not offer any real assistance to those affected by the hurricanes. Considering that mortgage companies have their loans secured by homes, it makes no sense why they cannot offer better assistance or consideration.
|
| 08/17/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I had a claim take place at my home on XXXX day while I was out of town. I reported the claim immediately to both my mortgage company and my insurance company. My insurance company acted timely and helped assign a mitigation company to get the leak and water damage cleaned up. They then assessed the claim and paid out a check for the total amount addressed to the Loancare and myself. I signed and sent to Loancare in XXXX, and since then the money has sat in there possession. I have been going round and round with them uploading, mailing, overnighting documents to appease their unreasonable demands. I have spent hours upon hours on the phone speaking to anyone that would listen to me about my issue. I have contacted Loancare, Insurance Claim check center and my insurance company to see if anyone will help me, and unfortunately no one seems to think there is a problem that I have been living in my home without carpet and down a bathroom for my family of XXXX ( with small children ) since XX/XX/2022. I have had contractors quit because of the delays, no longer be able to start because of the delays, and currently have had to delay our contractor 4 separate times as we are still waiting on " exceptions '' and " reviews '' and " checks being cut '' that all have 3-10 business day SLAs. No one from either company will help, nor will they even try. My family has endured this for too long and at this point it is going to be a year before anything gets done.
|
| 06/10/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Hello I am sending this complaint because we have had the worst experience with this company. Based on my research this company has a 1.4 review score online. Everyone is complaining about the same issue. Not being able to get the proper customer service when needed. There also seems to be a high turn over within the company. I spent up to 4 hours today trying to reach a representative to get help with my loan to only be transferred around through their automated system. Even the website is so vague you can barely get information. The email address is also blocked. The company that I am sending this complaint against is LoanCare Mortgage Company. I do not understand how this company has not been investigated yet and how a company that has so many complaints and a 1.4 review is still in business. We were in Forbearance from XX/XX/2020 to XX/XX/2020 and this company does not seem to have all of there documentation to show when our forbearance started and ended. We were told that our forbearance was from XXXX to XXXX but that is not accurate. So we are trying to resolve this by asking for the original forbearance agreement that we never received but we can not reach anyone in forbearance. This department does not seem to exist, instead you just get a never ending automated system. The Refinance Reps will tell you they will transfer you to a Forbearance Representative but you never get to speak to a human only an automated system that gets you no where.
|
| 07/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
My mortgage loan was transferred by XXXX to Loan Care on XX/XX/2019. Loan Care is supposed to be automatically debit my bank account {$1700.00} for my monthly payments. I was double-debited in XX/XX/2019 and have been trying to get my {$1700.00} double payment refunded. Details of my communication with Loan Care are shown below.
XX/XX/2019 - My account was debited {$1700.00} for my XXXX monthly payment.
XX/XX/2019 - My account was debited again for {$1700.00}. This was a double-payment for XX/XX/2019.
XX/XX/2019 - Sent an email to paymentresearch@myloancare.com to report the double debit payment and request a refund of the XX/XX/XXXX payment of {$1700.00}.
XX/XX/2019 - My account was debited {$1700.00} for my XXXX payment instead of the XXXX of the month as scheduled with Loan Care.
XX/XX/2019 - Called Loan Care Customer Support and talked to XXXX to ask why my account was debited on XX/XX/XXXX instead of XX/XX/XXXX as scheduled. She said that my next payments will now be auto-debited from my bank account on the XXXX of every month. She also sent a request to process my XX/XX/XXXX {$1700.00} payment refund and asked me to resend my old XX/XX/2019 email to paymentresearch@myloancare.com. I copy-furnished the email to customersupport@myloancare.com. I was told to wait 5 days for the refund.
XX/XX/2019 - Called Loan care Customer Support and talked to XXXX to follow up on the XX/XX/XXXX {$1700.00} refund. XXXX advised to follow-up after 2 weeks.
|
| 12/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was in Covid -19 forbearance, when I exit forbearance I applied for loan modification with Loan care in XX/XX/2021, they still continue to call me asking to pay money {$33.00} to cure default, loan care assigned me a mortgage resolution advocate but its Loan care policy not to transfer a person directly to the advocate, I could not speak with advocate, every time is different person and different facts, XX/XX/XXXX th I e mailed and send certified mail with signature required XXXX pages worth of Paperwork, but its still not good enough. When I called yesterday the representative told me Im missing again and that paperwork form wasnt in the list they requested.Its been XXXX month and I am still trying to submit my application for modification. CFPB made rules to facilitate smooth transition but Loan Care breaks the rules, they are playing with me They call me for paperwork and they already have it, than the representative say they are sorry mam they have it and they are surprised that there is no notes in my files, its going on XXXX th month I can not submit application when I send it via e mail, they say they didnt get it and every person tells me different things, than it expires and still same cycle they say they want to help but they do nothing in reality to help you. I am curious how many loan modification they approved? Im sure many quit because what Loan Care practices is XXXX, XXXX like, their practices do not follow federal regulations.
|
| 07/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was sold to Loancare LLC on XX/XX/XXXX by XXXX who filed for bankruptcy. Loancare received my mortgage payment on XX/XX/XXXX by electronic payment from my bank. They have yet to post my payment to my account as of today XX/XX/XXXX. I have made countless calls to get this resolved. They asked for proof of payment which I sent them on XX/XX/XXXX and again on XX/XX/XXXX. I spoke to XXXX on XXXX and was informed that they did have all the info they needed and that the payment would be posted by XXXX. This did not happen and I made another call today XXXX. Spoke to XXXX today and was told again that they had all the info they needed and that it would take another week to fix this, until XX/XX/XXXX!!!
This is completely unacceptable. They have " stolen '' my money for over a month. This is not an isolated case. If you look at their complaints on the XXXX website and social media sites ( XXXX, XXXX, etc ) you will see that this is an incompetent and corrupt company. People are being lied to and having their money stolen from them! The CFPB needs to do an actual investigation of this companies business practices. If the CFPB can't investigate please notify the government agency that can, because there are many consumers being taken advantage of by this company. I will attach the proof of payment documents that I sent to Loancare. Anytime that you email or call them they either give a generic response or lie to you about solving your issue.
|
| 07/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I currently have my loan through LoanCare and have had issues with Private Mortgage Insurance.
I was told by their employees my PMI can be dropped at 2 years with no missed or late payments and at least 20 % equity in the home.
XXXX XXXX - XXXX requested the PMI to be dropped. The lady told me I completed all the requirements, and she would put the request in for me.
XXXX XXXX - When I called about another issue, I asked about PMI being dropped and they told me it was never submitted by they would do it at that time. I called back later in the day wondering about being credited the amount of the PMI and was told ( by their escalation team - Employee was XXXX and would not provide any other name or Employee number ) that I did not complete the requirements and that I needed to have 25 % equity in the home to qualify based on the backer of my loan ( Fannie Mae XXXX .That they have the documents I signed at closing and that it was 25 % not 20 % equity needed. Knowing this is incorrect, I contacted the company I financed my home through at purchase and it is 20 % equity - with my signature on the document.
After this I went online to upload the document showing their error and I reviewed their PMI policy and the requirements only mention 20 % equity or if they are high risk loans. Which our loan is nowhere near high risk.
After dealing with at least 4 people - all having conflicting stories or policies - I have exhausted all my options.
|
| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
Ever since my loan was transferred to Loancare , LLC ( Myloancare.com ) I have had nothing but trouble. I find it appalling that I have no choice over the company who resides over my mortgage, especially when my personal information is put at risk. The first mistake this mortgage company made was send bad web links in emails detailing the transfer of my services. I had to call customer support to get the correct web address to register online. The second issue I have is that they have not bothered to pay my tax bill for this year which was due on XX/XX/2023. I pay a considerable amount in escrow so they can make those payments on my behalf, and they didn't bother to pay my bill on time. The third issue is that now a cyber-attack has rendered my account unusable for over a week and counting. I can't even get them to pay my over-due tax bill and I can't pay my mortgage because the accounts have been frozen due to the attack. They never even sent out a notification that the attack occurred and have not updated anyone on their plans to protect our data. They have completely left us in the dark about the cyber-attack. I called customer support, and they couldn't tell me anything except that they are working on fixing the issue. They couldn't provide any information regarding whether my bank information is safe or not. This service provider doesn't deserve anyone 's business and I wish I could switch back to my old loan service with XXXX XXXX XXXX.
|
| 10/10/2023 |
Yes |
|
- Trouble during payment process
- Fees charged
|
|
Web |
Older American |
|
The XXXX XXXX XXXX paid all interest & principal fees from XX/XX/XXXX until XX/XX/XXXX = {$34000.00}. No other lender according many HUD counselors say additional reinstatement fees of any amount are demanded except my servicer XXXX XXXX XXXX XXXX Attn : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX, VA XXXX Re : Notices of Error/ Information Requests I believe this is unlawful and I asked my lender to waive the unaffordable {$610.00} fee thats not related to the mortgage principal or monthly interest ( which was already accounted for in payment {$34000.00}.
They refused & told me to document the expenditures however the XXXX XXXXXXXX XXXX told me today they can not recreate the billing itemizations & they have no accounting department!
This XXXX bill is very FISHY because they are demanding more in unpaid fees and charges= {$510.00} PLUS {$95.00} in NEW FEES and charges since last statement which would be XXXX. THAT was already accounted for!!! I called my lender in XXXX. They said my first billing is XX/XX/XXXX.
SO THEN WHY are there any late fees?
Please resolve this financial burden of {$610.00} that I can not pay and had no advance notice on this fraudulent charge!
I need these fees to be waived and there are not even CLEAR on the amount they are demanding. My phone agent at Loss Mitigation today XX/XX/XXXX hung up or was disconnected & she said she would investigate but never called me back as I have been waiting!!!
|
| 05/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2022 my home was destroyed by a XXXX. The insurance company paid me for the limit of the coverage and made out a check to me and the mortgage company- LoanCare. I called LoanCare and followed their instructions exactly to send the check by regular mail and unendorsed to their insurance claim check processing center and that they would send it back to me endorsed. As instructed, I included a letter stating that I wanted to pay off the mortgage with the check and with the remainder being returned to me. I mailed the check on XX/XX/2022, and on XX/XX/2022, I called the processing center to get an update on the status of my check. I was told that they did not have any record of the check and blamed me for not calling the processing center and setting up an " account '' with them before I mailed the check- a process that I was not informed about during the instructions I received. I asked the processing center to search for the check and on XX/XX/2022, I received a call back asking me for more details on when I sent the check and to what address- which I was informed I did send it to the correct address. I do not believe for a minute that there is anything wrong with the postal delivery and after XXXX hours from our last conversation, they still do not have a record of my check. This is either a deliberate stalling process to change the status of my loan or incompetence on a level that I have never seen before in a business environment.
|
| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I make my payments to LOANCARE online thru bank billpay systems for years.I did all my payments on time for years but last XXXX they sent a letter stating they didn't receive my payment I see it online that it is gone, opened a claim thru bank, bank says it is gone, later they said they didn't receive XXXX payment also, they cleared XXXX payment.
Bank sent me e-mails showing they contacted t the loan company and presented the proof but since they are third party no further assistance. I've been calling loan company many times giving them the payment confirmation numbers, dates, amounts but still for 6 weeks no solution. They stated payment payments gone to a different account number but I never changed the account number or they never let me know a change, it is a constant payee I've been doing payments for years.
Customer service opened investigation but I can't reach anyone to talk.
I opened cases online on loan company webpage I have ticket numbers, I sent all the copy of online payments and payment confirmation numbers. It takes almost my 2 hours everytime I talk and still no result. Plus I received a negative credit score in my credit history.
Each customer service representative says something different aech time, one says they didn't receive XXXX the other says XXXX Please help me solve this issue.
I paid {$1800.00} for XXXX payment on XXXX I paid {$1800.00} for XXXX payments on XXXX Ticket number I opened to the company XXXX
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| 07/01/2021 |
Yes |
- Debt collection
- Other debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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My complaint is against my mortgage lender Loancare who is not paying a third party debt collector who are trying to collect their fees on delinquent school district taxes.
1. First they did not taxes to school district in year of 2020 leading to involvement of third part debt collector who started sending me notices about delinquent taxes. We informed Loancare about it. The said they will solve it but didnt. No follow up was done.
2. We got second notice from debt collector with increased fees now due to delay. We informed Loancare about it. They said they will resolve it but didnt. No follow up was done.
3. We got third notice from debt collector with increased fees now due to delay. We informed Loancare about it. We started escalating as company did not show any responsibility and accountability. They again said they will resolve it but didnt. No follow up was done. They asked us to call them for follow up this time.
4. We called, they said they have resolved this issue. To no surprise, we got slammed with fourth notice with fees increased again.
5. I tried to escalate with multiple calls. The call center keeps transferring to different managers who says will call back but never do. They never let me speak to their supervisor. They never send any follow up email or calls. They dont allow me to pay off this debt collector and then reimburse me. I am so tired of them. I dont know what to do with their lies and irresponsible behavior.
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| 10/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, LoanCare / XXXX have destroyed my credit and my mother 's credit due to their incompetence in my loan servicing and reporting. My payment was sent in XXXX for XXXX and XXXX payment and I make sure that the instruction was properly relayed to LoanCare / XXXX, but they maliciously applied the payment to XXXX only and reported my mother 's and my payment late to the credit bureaus. I have spent more than 60 hours trying to have them rectify this situation to absolutely to avail. Every time I call, I'm told that a letter will be sent out to me stating that I'm not late on my payment, but up till this moment, that letter is yet to be issued. My credit score have dropped from XXXX to now XXXX from my recent inquiry of XX/XX/2020. I have never been late on my mortgage payment and this seems like a systemic bias becasue every time i call, I'm being placed on a 58 to 2 hours hold without anyone assisting me. Today I called and spoke to a Mr. XXXX ID # XXXX who then placed me on infinite hold that lasted for more than an hours with the automated system stating that there is no one available to take my call. I'm currently unable to refinance my home from a 4.75 % interest rate to available 2.50 % rate. My mortgage broker, Mr. XXXX XXXX have relentlessly attempted to assist me to no avail as well. Him and I have been calling for more than a week now. LoanCare / XXXX have destroyed my credit and now might make me loose my home. I need help asap.
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| 02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my husband and I lost our home to an EF-4 tornado in XXXX, KY. It was a complete loss. Our insurance company promptly issued us a check to cover the property. They issued us a two-party check, listing my husband and I, and LoanCare Servicing as mortgagee. The balance owed on the mortgage was {$35000.00}. The check was in the amount of {$140000.00}. We contacted LoanCare and per their instructions, we overnighted the endorsed check to the address they provided. LoanCare returned the check to us stating the was not endorsed. We then signed the check and again overnighted the check to LoanCare. We received confirmation it was received by LoanCare on XX/XX/XXXX. However, LoanCare did not apply the proceeds to payoff the mortgage until XX/XX/XXXX in violation in Regulation Z. Once we contacted LoanCare they further stated they would not release our funds until 15 days from the date of payoff ( XX/XX/XXXX ). On XX/XX/XXXX we received a check in the mail for {$1.00}. We again contacted LoanCare to inquire as to the reason for the {$1.00}. They stated this was for " overpayment interest. '' We need this payoff to be credited upon receipt of delivery as required by the law. Further, we expect our money to not be held hostage in this interim period as we seek to purchase a new home. We are also concerned there are other families that are also being subject to this unlawful treatment as a result of this life altering natural disaster.
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| 12/26/2023 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I hope this letter finds you in good health. I am writing to bring to your attention an issue regarding my credit report. Upon reviewing my credit history, I have identified an entry that appears to be inaccurate and is affecting my credit score adversely. I am writing to request the correction or removal of the late payment entry associated with my account.
Below are the details of the late payment entry : LOANCARE XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or LOANCARE customer service representative.
Upon careful examination of my financial records, I believe there has been an error or misunderstanding regarding this late payment entry. I am confident that the payment in question was made on time, and I would like to request an investigation to rectify this discrepancy promptly.
Maintaining an accurate credit history is crucial to my financial well-being, and I am committed to resolving any discrepancies promptly. I kindly request your assistance in investigating and correcting this matter as soon as possible. Once the investigation is complete, I would appreciate it if you could provide me with written confirmation of the actions taken to rectify the late payment entry on my credit report. Additionally, if there are any further steps I need to take, please advise me accordingly.
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| 10/06/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I contacted the company back in XXXX after losing my job and they offered to help via a Mortgage Assistance form. I was provided an email address, fax and mailing address to send to. The email bounced, so I reached back out to them and got a message that said We are experiencing higher than normal call volume, please call back during non-peak hours. These non-peak hours are never stated, the system simply hangs up.
I finally managed to get through and was given yet another email, which did not appear to bounce, and didnt receive any calls asking for more info. This lasted a week or two, then got an automated call asking me to call them. I call and got the high call volume message, and it hangs up. This went on for several weeks before I got someone again, who gave me yet another email. I sent, waited and this started all over again. I got through on Monday, XX/XX/XXXX and was told my house is in foreclosure, no date assigned yet. They said they can still help, send the documents to stop the Foreclosure and I sent. Ive now called everyday this week and gotten right through, but depending on who I speak to, they either have or dont have the documents, OR they need documentation that the form I filled out says they dont need. I had to call 3 times to get to a supervisor just today, and 2 out of 3 times they saw documents, the last lady saw none.
I do not wish to lose my house because of company errors. I did what was asked and then some.
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| 08/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare LLC has been my mortgage servicer for the last several years, through my loan being sold. When we were looking to refinance our home mortgage, we knew we didn't want to consider LoanCare due to several issues that have occurred while they've been the servicer.
We refinanced with another company, and our loan was paid off XX/XX/XXXX. I've been trying to contact LoanCare LLC re : the return of my {$5400.00} escrow account that they still have. I sent several emails through their " Send Us A Message '' link on their website, but haven't received a response. I have tried calling several customer service numbers, and once I enter my { now paid off } loan number, I get a recording re : XXXX XXXX information with no options. I can't speak to a person or go anywhere else in their voice mail system. Finally, some how, I pressed enough random buttons that I got to a person. I asked her about my escrow balance, and she told me that they hold it for at least 20 days. I asked her why, and she said, " that's the process '' then HUNG UP ON ME.
What I want : the ability to get some sort of response notifying me of the status and reconciliation of my escrow balance and my loan balance. It is RIDICULOUS that this company will not respond to emails and won't give me access to a customer service rep through their normal voicemail options by phone. While my loan is paid off ( thank goodness ), they still have my money and I'm still a customer.
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| 04/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good afternoon. My mortgage was sold from XXXX to Loancare. I received an email from Loancare advising everything will stay relevant same reference my auto draft biweekly payments. Ive been doing this for the past 7 and a half years without any incident. I get paid every other Friday and when I get paid half the mortgage gets taken out of my bank account automatically. Well Loancare took it upon themselves to take the first biweekly payment on XX/XX/2020, which is a Wednesday. Than the next biweekly payment on XX/XX/2020 which is not the week I get paid. And again on XX/XX/2020 which is not the week I get paid. This caused my bank to charge me overdraft fees because they drafted On the wrong dates. In the middle of this I spoke to several employees in their customer service department. They ensured me it was corrected and it would start drafting on XX/XX/2020. Of course it was not. Than I called again and they said it was fixed and would start drafting on XX/XX/2020. Today XX/XX/XXXX I received a phone call stating they can not fix the problem and the dates to be drafted will continue to be the opposite weeks I get paid. I have all bank statements for several years proving my point. This has put great stress on my family and myself not knowing if or when they will draft a payment. I feel like they are gambling with my money and refuse to help me. I am not asking to stop payments. Im asking to put me on the correct auto draft schedule.
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| 07/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This is my SECOND complaint filed against LoanCare regarding illegal and unethical escrow account practices. The first time around, LoanCare was illegally maintaining an overage of {$8000.00} in my escrow account as of XX/XX/XXXX after my XXXX taxes were paid. They did issue a refund ( finally after multiple complaints and a CFPB complaint filed. However, they refused to lower the monthly escrow amount. My property taxes are no where near the estimate of {$7500.00} their reps insist they are. XXXX taxes were based upon land only, but I have since received a tax estimate that I sent to LoanCare and they completely ignored. I requested, in writing, another escrow analysis more than a month ago, and did not receive a single response. They were scheduled to do an escrow analysis in XXXX as well and did not complete either. I have left messages and have gotten no response. Nothing! This company is running a completely unethical business and their practices regarding escrow accounts are illegal. After the crisis that arose in XXXX, and the subsequent regulation and legislation that went into effect, I am shocked that LoanCare would even dare to attempt to commit escrow account violations. Consumers have rights, and they simply can not be allowed to ignore their clients and illegally benefit off escrow slush funds. Laws are in place to prevent this. Why and how LoanCare continues to get away with illegal escrow account practices is beyond me.
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| 03/08/2018 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was bought by a new company. XXXX. My loan is due on the XXXX of every month as per my original contract. I am supposed to have a 15 day grace period to pay my loan before I am charged any late fees. This new loan company is charging a processing fee based on how many days have passed from the actual due date. Example : if I pay my loan after the XXXX I get charged a {$5.00} processing fee. If I pay my loan after the XXXX then I have to pay a {$10.00} processing fee. If I pay after the XXXX, I am charged a processing fee AND a late fee. When I asked them about this fee they said it was simply a processing fee, however they are obviously charging customers based on how late they are. This is not in my original contract and I am supposed to have a 15 day grace period without any fees what so ever. They are just using the term processing fee other than late fee to get around this. They told me it was within their rights to charge me this fee. They are taking advantage of customers by doing this. My pay is bi-weekly and I cant always pay it right on the XXXX of the month every time. I should not have to take money out of my savings account to make my house payment just to avoid their processing fee. I have been charged his fee the past several months. Please do not let them continue this practice. They are just trying to sneak in extra fees on consumers hoping they can get away with it by calling it a processing fee. Thank you!
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| 04/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was recently purchased by Loan Care, it was previously owned and serviced my XXXX.
As of XX/XX/XXXX my monthly mortgage payment went from a very manageable {$1800.00} and change to {$2600.00}.
Loan care said its because Im {$9000.00} + behind on my escrows and because of an increase in my flood, homeowners, and taxes.
XXXX XXXX, because I was on a HARP refi, kept my payment down to keep us in the home with a loan modification and an escrow spread of 60 months.
LoanCare is spreading my escrows over 25 months, with other parts of my escrow account over 36 months, and other parts over one year, to my understanding.
I could be wrong.
My point is, the payment went waaaay up and I need it to be more manageable and they will not compromise even a little.
I think Loan Scare wants to force us to foreclose.
Real Estate is at a premium these days, I think theyre acting in bad faith.
I asked them to spread those amounts over 60 months if possible, and they told me the lender will only do 25 months on the shortage and 36 months on the others.
However, my figures show they are collecting an extra {$300.00} a month.
I know that servicing companies and mortgage lenders dont need to increase your payment in that manner.
My increase is almost thirty percent.
That just about kills my monthly budget.
We paid ourXX/XX/XXXX paymentXX/XX/XXXX, but now still owe XX/XX/XXXX and XX/XX/XXXX.
I dont think they should be allowed to do this.
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| 03/10/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I closed on my new construction home XX/XX/XXXX in XXXX, TX, located in XXXX XXXX. On XX/XX/XXXX, I submitted a letter from the XXXX XXXX Tax Assessor office as official certification that my property tax liability {$0.00} because I am a XXXX XXXX XXXX XXXX Veteran. The letter was signed by XXXX XXXX, Exemptions Clerk for the XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I received a letter from LoanCare indicating they were made aware that I qualify for a tax exemption, and " if necessary, the account will be analyzed and adjustments made. I followed up with the company on XX/XX/XXXX, and the matter was still pending. I logged into my online account on or about XX/XX/XXXX, and the escrow amount had still not been modified.
The agent I spoke with stated " they called to XXXX XXXX Appraisal District '' to verify the information and was told that " I only qualified for a partial exemption ''. On my second follow up call on XX/XX/XXXX, I was told LoanCare was not waiting on a bill from the Assessors Office. Again, I have submitted a certified letter from the XXXX XXXX Appraisal District office that states " the exemption will result in no taxes being assessed on this property in XXXX and subsequent years. I had no choice in picking this company, but there actions in this case are consistent with many of the XXXX cases I have read. I am concerned that they are intentionally and unlawfully withholding my escrow funds to use for other investments.
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| 08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RE : Loan Number XXXX This will be the third time since XXXX that I am having an issue with Loancare. I sent them 2 payments in the past that they never applied to my balance. It was a payment that was set up with my bank, XXXX, via automatic monthly payments. Apparently when my servicing changed, my loan number did and the wrong loan number was on the checks. I called Loancare to try to locate the funds and resolve it by sending them a " proof of payment '' from my bank. I got no response for weeks so I set up 2 complaints through CFPB.
Because I have had so many problems paying this way, I thought I would attempt to set up an ACH payment using their website. According to their site, I could not set it up ( error message ), so I went back to my banking site and set up a new auto payment coming from XXXX ( with the corrected loan number ). Well, apparently, they got my routing number and account number during my attempt to set up on their site and they pulled the funds from my account on XXXX. XXXX sent a check for my mortgage on XX/XX/30. So now they have 2 payments for my XX/XX/XXXX mortgage payment.
I am on the phone now with XXXX now filing a claim and cancelling the ACH but it is costing me {$30.00} that I would like returned to me from Loancare. I don't understand how they could pull funds from my account when I never got any confirmation that I was 100 % set up from their site or even via email. Clearly the site is a mess.
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| 04/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My original mortgage was sold by The XXXX XXXX to Loancare on XX/XX/XXXX. I did not get notification of the transfer until XX/XX/XXXX. In the meantime I made payments for XX/XX/XXXX and XX/XX/XXXX to The XXXX XXXX. The payment for XXXX was successfully credited to the Loancare account, but the XXXX payment was not. Loancare are now saying I am in arrears for the missing XXXX payment and have also impacted my credit score by telling the credit agencies that my account is in arrears.
When I contacted Loancare they said the needed proof of my payment to The XXXX XXXX, so I sent them the electronic transfer details as I paid through my bank. That was sent in XXXX of XXXX and I heard nothing from Loancare until XXXX of XXXX when they contacted me to say I was in arrears.
After speaking the them they told me that their Escalation Payment Dispute department said that they needed further proof, although no one contacted me at the time. I contacted The XXXX XXXX who have confirmed a check was sent by them to Loancare for the XXXX payment, but Loancare say they did not receive it and are requiring me to get a new check from The XXXX XXXX.
The amount of the original payment is {$1200.00}, Loancare have been adding missed payment penalties totaling {$590.00} and are saying I'm past due an amount of {$1700.00}.
Both of the payments I made were within the 60 day period from the original transfer of my mortgage from The XXXX XXXX to Loancare.
|
| 09/07/2019 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
I was one month behind on my payment. In XXXX I was put on XXXX XXXX XXXX due to a number of health problems and my pay was not correct, so I was short and couldn't make a payment in XXXX, which put me 2 payments behind. I spent most of XXXX and XXXX in the hospital. When I was finally home around XX/XX/XXXX, I sent a payment of {$1500.00} and my regular payment is {$1200.00} to show that I was trying to get caught up. I went to make another payment in XXXX and realized that Loancare had sent back {$1000.00} of the {$1500.00} and kept {$500.00} for late fees. which put me even further behind. I called in XXXX to find out why they sent the {$1000.00} back and they said to avoid foreclosure they needed a total of {$3700.00} by the end of XXXX. I had to wait until I got paid on XX/XX/XXXX to have the full amount they required. I called on XX/XX/XXXX to pay the {$3700.00} and I was told my home was placed in foreclosure on XX/XX/XXXX. They said my only option was to try to get on a repayment plan. So I downloaded the hardship packet and emailed the completed packet on XX/XX/XXXX to the email address I was provided, XXXX. I called on XXXX to confirm my documents were received only to be told that I sent them to the wrong email address and I needed to email to XXXX. This company is very difficult to work with and have policies in place to keep the customer in default by returning partial payments and doing what they want with the rest.
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| 12/27/2019 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
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Escrow Errors : I was notified by mail in XX/XX/2019, that my escrow account was short in the amount of {$4600.00}, and that I had 2 options to make this payment : 1. To pay the {$4600.00} in full right away. OR 2. My monthly mortgage payment beginning XX/XX/XXXX, would increase from {$1500.00} to a new monthly payment of {$2200.00} I made a phone call to LoanCare on XXXX XXXX, spoke to a customer service representative who advised that I did not owe {$4600.00} and in fact needed to pay {$5300.00}.
I made the full payment over the phone on XX/XX/2019 in the amount of {$5300.00}, thus, causing my new monthly payments, effective XX/XX/2019, to increase to {$1800.00}.
Payment Errors : In XXXX I began receiving notices that my mortgage was late. After making my first phone call of many to LoanCare, I was told that my monthly payments were never adjusted even after my escrow was paid in full. LoanCare was collecting and holding my payments of {$1800.00} and deducting {$2200.00} from the holding account to satisfy the payment for 1 month, that began XX/XX/2019. This is still an issue even after several conversations with their staff to correct the issues.
I also called on NUMEROUS occasions to have payment history corrected and ask that LoanCare contact the Credit Bureau to correct their reporting that my payments had been late. ( see evidence of payment below ) We are now at the End of XXXX and THESE ISSUES HAVE NOT BEEN RESOLVED.
|
| 01/04/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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My mortgage loan was sold to LoanCare ( http : //www.loancareservicing.com ) in XXXX, which I did not request or approve. Although, according to their customer support specialists, a welcome letter and XXXX loan request letters were sent and several calls were claimed to be called, I did not receive any of the letters or calls since I moved to a new place and traveled a lot for new job. Even though I set up a mail forwarding service, I did not receive any of the mails so far. The records of phone calls, according to your customer support specialists, can not be found in their system.
I was totally unaware of this transaction until last week, my credit score dropped from XXXX to XXXX, when I was applying for another loan for a new house. My morgate loan was sold to LoanCare, but my auto-payment information was not associcated with this transcation, so my loan was past due for the past 3 months. This is not an intentional behavior ( and you should be blamed for this ) so I should n't be punished by such dramatic decrease of credit scores, which almost ruined my life.
Once I recognized that there is overdue payment, I contacted LoanCare right away and paid those due payments but not the any of the late fee. However, the credit report entry, which has significantly impact to my credit score, was still posted. I do n't know how should I dispute this late payment. I tried really hard to build my credit score for the past five years.
|
| 02/18/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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My loan is being serviced by LoanCare ( LoanCare, a XXXX company and indirect subsidiary of XXXX XXXX XXXX ). I received my first payment letter that instructed me to make the payment by check while the ACH auto draft was being set up. I made my payment on XX/XX/XXXX and then on XX/XX/XXXX they auto drafted me for my mortgage payment. I called to request a refund and they refused and said I would be always be a month ahead. They said my only option was to cancel my auto draft for XX/XX/XXXX and reinstate it in XX/XX/XXXX. I then called my mortgage broker who lodge a compliant with them. They said they would send me a check and the next thing I heard was they were wiring me the funds back. The wire never arrived meanwhile the payment was taken off my account. When I called to inquire on the wire they then said they would overnight me a check. That check never arrived. Now it is XX/XX/XXXX and XX/XX/XXXX payment is due. I had enough so I told them just to keep the funds and I would cancel my audit draft. The notice that my auto draft was in place was dated XXXX/XXXX/16 and I did n't receive it until XXXX/XXXX/16. Also I just received my tax forms on XXXX/XXXX/16 which is late. I have already filed my taxes. Based on the hold time I know I am not the only one with issues. When they processed the 2nd payment they applied it to principal and interest not to principal only. It appears their system does n't pick up on duplicate payments.
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| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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In XXXX of 2019 I sent a check to my mortgage service in the amount of {$230000.00}.
6 weeks later I received an overdue notice and late charges. I called them was told that they had not received my payment. Another call and I was told that they had considered my check to be a '' payoff '' and they would only except a wire transfer for that.
I told they it was not a payoff request and asked them what happened to my check.
I was told they sent it to an address where I lived 8 months ago. ( even though I had filled out a change of address form, My check had my current address on it and they had been sending me the payment notices etc. to my current address for 6 months. ) I was told it was an error by their servicing company which was separate from the mortgage holder. repeated attempts to clear this up brought no relief. Eventually I placed a stop payment on the first check, wired a full payoff amount to them and I was charged a full months interest, late fees, missed payment fee and they refused to refund my stop payment fee on the lost check. ( never got it. ) Now, they owed me 2 amounts for overage on the escrow account. Ins. and tax refunds. One check was forwarded to me from the current resident of my old house, YES, they are still mailing to it! I have not seen the second check which should have been here weeks ago.
I am asking for reimbursement for the interest, the late/overdue charges and my {$35.00} stop payment fee.
|
| 07/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
We filed a bankruptcy which was discharged more than 10 years ago. Loan Care is reporting my loan in violation of the fair credit reporting act. I have disputed the loan and as of today one of the bureaus have deleted the trade, but the other two are still reporting negatively ( due to the forbearance ). When I call the number, I get in a loop that I was on hold for 45 minutes and gave up. Today I attempted to call again and reached a representative in Cust Serv that assisted me with several questions. They were not able to assist with the bankruptcy issue, so I asked to be transferred to the Bankruptcy Department so they can correct my account. The person I was transferred to was VERY RUDE. She said it was reporting my loan accurately, which it was not. I requested that she correct the incorrect information or I would file a complaint and SHE HUNG UP ON ME! I called again and spoke with XXXX in XXXX XXXX office and she helped me with my payment issue. She was Amazing and a wonderful customer service representative. I will work with the credit bureaus to get the credit fixed and if Loan Care refuses to correct the erroneous reporting ( bankruptcy greater than 10 years old ), I will seek Legal Counsel. I'm very angry that the girl in the Bankruptcy Department that I was transferred to hung up on me when I asked for her to correct the error. I did not swear at her and they can review the call, as I'm sure their lines are recorded.
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| 03/19/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
My husband and I purchased a home in XX/XX/XXXX and the loan is being serviced by LoanCare. At the beginning of XX/XX/XXXX, we received a letter from LoanCare stating that our mortgage was increasing by {$300.00} per month because our taxes had increased to {$4500.00}. I wrote back to them and sent a letter from the XXXX XXXX XXXX appraiser stating that we had filed a homestead exemption. I waited a few days then called to see if they had received the paperwork. They said that they had a nd that I would have an answer with regard to re-calculation by XX/XX/XXXX No one called me back. I called them back and spoke to a XXXX who told me the tax dept was working on it and that I would have an answer in 72 hours which would have been XX/XX/XXXX. No response. I called back on XX/XX/XXXX and spoke to two people, one named XXXX who told me that re-calculating normally takes 6 weeks. I asked to speak to a supervisor, he told me no one was available but that someone would call me back within 72 hours. Still no response. I have on two occasions requested, in writing, for an advocate, and have gotten no response! I now wonder if they are working on a re-calculation at all and where did they come up with the {$4500.00}. The County estimated our taxes at {$2300.00}. We are seniors and can not afford this {$300.00} per month increase, especially when we did our exemption. Can someone help us. This company it totally unethical and unresponsive.
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| 06/19/2017 |
Yes |
|
- Trouble during payment process
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Web |
Older American, Servicemember |
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V A Loan 3/1 ARM 2.375 % - with adjustment period ending XXXX XXXX , XXXX . Loan holder - XXXX XXXX XXXX , XXXX XXXX XXXX XXXX , XXXX Utah, XXXX Loan Number XXXX . Loan Servicer XXXX XXXX to date ; Loan Care XXXX XXXX XXXX , XXXX XXXX , VA XXXX . Loan # XXXX . Loan Servicer XXXX XXXX to XXXX XXXX . XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX , NC XXXX Loan # XXXX . I never received required legal disclosure per 12 CFR 1026.20 that the interest rate was going to change until XXXX XXXX . I was required to get notice at lea st 210 but not later than 240 days prior to the adjustment period ending. This was also stated in loan documentation. I called XXXX XXXX and they told me it was the loan servicer 's responsibility. I calle d Loan Care and they told me told me to check XXXX XXXX . I reviewed of all documentation ever received from XXXX XXXX and there was no disclosure. I sent certified letters to XXXX XXXX XXXX and Loan Care e arly XXXX stating the rate needs to stay the same 2.375 % for at least another year. I received a letter from Loan Care dated XXXX XXXX , received XXXX XXXX , stating the interest rate was going to change XXXX XXXX to 3.375 %. I need help getting both companies to keep the interest rate at 2.375 % for another year and to ensure they send me the required disclosures on time in the future.
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| 07/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had tried to payoff my loan before it transferred to a new servicer. The total balance was approximately $ XXXX. My Banking online will only issue amounts for up to $ 100K, so I sent 2 payments totaling the the payoff amount. My bank sent the $ XXXX by EFT but sent the $ XXXX payment by check instead. This made the payment take an extra week and was received on XX/XX/XXXX, the date of the transition. The previous bank endorsed the check to the new service provider and requested that it be credited for us. Instead the new service provider returned the check to me, saying that I needed to pay an increased amount of about {$400.00} to payoff the loan. This is a ripoff!
I can see paying the extra couple of days interest, but by returning my check to me they have increased my costs by hundreds of dollars and made it impossible to pay it off by the date quoted. I can't issue a new payment until my bank can confirm that the check wasn't cashed. This will take weeks. Who has an extra $ XXXX lying around to make a double payment? This results in my being charged interest on the full amount until this mess is cleared up, probably 4-6 weeks. If they had kept the check and credited us with that amount, I could have issued them a 2nd check immediately to pay them in full and minimizing the extra charges.
They had constructive payment on my account XX/XX/XXXX, but refused the payment costing us an extra 4-6 weeks of unnecessary interest.
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| 04/18/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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X/XX/XX - Submitted a request to Myloancare.com to remove my PMI as soon as the payment I just mailed arrived. The check would put me over the 20 % equity in the house, I have consistently paid on time, since I 've purchased the house. And it 's been longer than 5 years since I owned the house, as a principal single household residence. On X/X/XX XXXX XXXX XXXX responded with, " Our records indicate that your loan was originated on XX/XX/XXXX . In order for your mortgage insurance to be removed you will have to pay ( MIP ) for at least 5 years and the LTV will have to reach 78 % on a 30 year FHA funded loan per the FHA guidelines. FHA does not allow appraisals or additional principal payments to remove MIP early on 30 year FHA loans. At this time, your loan has not met these requirements '' On XXXX , I responded w/ the Homeowner 's Protection Act and how I have met all the qualifications needed to cancel the PMI. I sent them the link and specific quotations to verify my request. Their auto response suggest giving the m 5 business days ... .. X/XX and XXXX I have followed up replying to the e-mail chain, requesting that the PMI be cancelled and submitting the backup and ticket number provided with the original request. Today, X/XX/XX , is the end of the 6th business day since my last request and in my last message, I had let them know that my next step is contacting the Consumer Protection Agency of the issue.
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| 09/10/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Beginning XX/XX/XXXXof this year my house payment was increased nearly {$1000.00} per month ; from what I am being told it was due to escrow shortages from a property tax increase. I have spent the past two months attempting to obtain a partial release to sell off a portion of my property to compensate for the property tax increase that I will not be able to continue paying much longer. I was initially told that it would take 30 days to process, then told 60 days, then 120 days, and now that they do not know how long it will take. I have requested a number of times to speak with the special loans dept to clarify and to find out if they need anything else from me, but I keep being told that I can not speak to anyone in that dept and that I would receive a packet in the mail. I have not received anything in the mail and it has been months. I spoke to the loan guaranteerer about my situation and he said to speak to the escrow dept of my servicer to spread out the negative equity while I await the partial release. I called loancare ( the servicer ) and again was told that I can not speak to anyone in that dept and to write an email. I sent the email request and have had no follow-up from loancare. I have never been late on a payment and am working hard to maintain my end of this contract, but a near {$1000.00} month increase in my payment is ridiculous. I can not seem to get any assistance from loancare to help resolve this issue.
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| 11/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I bought my home on XXXX XXXX 2017. At the time of purchase, I did not have the money to make the 20 % down payment as my accounts were frozen because of divorce. In just a little over a months time ( XXXX XXXX 2017 ), my accounts were unfrozen and hence, was able to make an additional payment that brought down my LTV to less than 80 %.
I have sent multiple requests to My Loan Care ( my mortgage company ) and every time they deny my request. At first, they wanted to get the appraisal done ( note the request to cancel PMI was made one month after the actual purchase of home ). The appraisal was already done when the house was purchased a month ago. Value of the house is not expected to change drastically in 1 month yet, I let them get the appraisal done. After the appraisal was done, I was told on the phone that the loan was not seasoned for 6 months so, PMI can not be canceled. Their website does not share any such information. All the website says is the request to cancel PMI can be made if you have a good payment history and the LTV has : Is first scheduled to reach 80 % of the original value of the property ( 80 % LTV ) ..
Actually reaches 80 % of the original value of the property. This information is available at the link below : https : //www.myloancare.com/XXXX XXXX XXXX I have tried resolving this matter by talking to them on the phone multiple times and have not received any co-operation or assistance in this matter
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| 09/27/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have been working to build my credit over the last year in order to secure business funding for my growing company. I recently took out a home loan 5 months ago and had gotten my score to over 768 points with XXXX the primary bureau that business funding looks at.
When I went to apply for the much needed business funding, I was informed that I was denied due to my Mortgage loan reporting a 30 days late in XX/XX/2019. This dropped by score below 700 which was the minimum requirement for funding ... I called the company administering the loan " LOAN CARE '' and found that my loan had been sold to their company and that they would be my new servicer of record. This was fine, but I was not past due and they admitted on a recorded line that they had made a mistake. They told me it would be resolved and updated.
I also submitted a dispute with XXXX directly as to ensure that Loan Care would be held accountable. I was notified this morning however that Loan Care " validated the 30 days late '' and XXXX denied my dispute and will continue to report the late.
I have since this morning re-disputed the item with the 3 major bureaus and written my 3rd email to Loan Care support with no replies.
I have drafted a letter of complaint that I will attach outlining the facts and details of my situation, but ultimately they have reported in error and it is impacting my life dramatically.
Please help me get this resolved!
XXXX XXXX
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| 05/30/2019 |
Yes |
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- Trouble during payment process
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Web |
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I XXXX XXXX purchased XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX on XX/XX/XXXX I used XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Pa. At closing XXXX was held for school tax for XXXX county PA.
My original loan company at time of closing was XXXX XXXX XXXX XXXX XXXX these taxes were distributed to the lender from XXXX XXXX XXXX. On XX/XX/XXXX my loan was sold to Loancare these funds were transferred and deposited to Loancare on XX/XX/XXXX XXXX was deposited to predistributed payments account these taxes were due in XX/XX/XXXX and not paid. They are still sitting in Escrow I have never missed a mortgage payment EVER. I pay on time all the time I have contacted this bank over 25 times by call by email I have held for hours I have spoken to supervisors only to be put on hold and hung up on I have never been treated so poorly. I am in danger of loosing my home that I pay on every month I pay my insurance I pay the taxes to them religiously every month. My home will be put up for sale for back taxes that I paid and I can not get anywhere with them no help whatsoever I have all records of the payments and all of the info shows as well on their website and they still will not help me. I have never experience anything like this in my life my account # is XXXX Loancare XXXX XXXX XXXX XXXX XXXX VA XXXX Please help me they are ruining my life I spend hours trying to correct this since I received the firs tax notice and they will not help me.
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| 12/03/2023 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
Older American, Servicemember |
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I sent to two of their emails two full and complete applications for mortgage assistance, on the XXXX of XXXX and the XXXX. When I called in to check since they said five days, I called over a week later to be told that one email was not being monitored and they see no application what so ever being sent regardless of my mailbox saying it went through. told them I tried to do the application on the web site but it kept saying error to their response we are aware been having issues with the system. They then asked me to fax it, this was XXXX days before XXXX XXXX. I tried but would not go through. I am then told their systems had been hacked and at the same time I discovered that my bank account had been breached and my bank put my account on hold once I mentioned the situation with loancareXXXX XXXX XXXX I could not have my account bank up and running until I got my new card. I tried to call the company but now all lines are down. I called because I had my payments set up but now would not go through because my bank account was hacked. I attempted on the XXXX th of XXXX to do the application on line and it appears they said they would contact in XXXX days I also resent it again for a third time the whole application for assistance to the email they said to send it to. Weather or not their hack has anything to do with my bank account breach I dont know but at this moment I need to have this on file with an official complaint
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| 06/07/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I currently live overseas and not in the mortgaged property. My mortgage was sold from the prior servicer ( XXXX ) to Loancare in late XXXX. XXXX told me Loancare was taking over the mortgage.
On XX/XX/2022 I emailed Loancare 's Customer Advocate and explained that I didn't live in the property, provided my mailing address, and said " I was told that my mortgage was being transferred to you, but I have not received any information and I need to know where to make payments. '' I received an automated reply that day that said the office was closed but they would respond as soon as possible. I received similar automated responses ( still replying to my original XXXX message ) in XXXX and XXXX indicating they would respond as soon as possible, but have not gotten an actual answer. I will attach these messages.
On XX/XX/XXXX, I again received a message from Loancare that " Our office is currently closed. Your inquiry will be forwarded to the team of specialists experienced in resolving your issue when our office reopens. Our hours of operation are from XXXX, XXXXXXXX XXXX XXXX XXXX. Eastern time. We will provide you a response as quickly as possible. '' It's been nearly 6 months and I haven't received information from Loancare about my mortgage, so I have not been making payments ( I wouldn't even know where to make them to or what my account number is with them ) and am scared they will foreclose without even notifying me.
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| 12/04/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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To whom this may concern. I am writing a complaint in regards to loan care/Lakeview loan servicing. I have recently made updates to my insurance policy as of XX/XX/2023, which I have updated online for their request. It took them many days to even update the information. We told them that we paid for insurance out of pocket. Almost XXXX weeks later now we have found out that we are were not supposed to pay for our insurance out-of-pocket due to the type of loan we have.
However, we have spoke to many people at loan care, but never told us this information.
This is now causing a shortage in our escrow account from them paying the new insurance company {$1700.00} which we already paid!!!
We have a surplus of money in our escrow account from changing insurance companies and we were requesting an escrow analysis of our account. Which has yet to be done XXXX weeks in. We are owed money from loan care, and we are owed money from our previous insurance and now current insurance company due to loan cares mistake. Its now XXXX and nothing has been done.
We would like loan care to fix their mistakes and to do the escrow Analysis as they told us they were going to do. They said it only took XXXX to XXXX business days and now we are almost XXXX weeks in waiting on this information. please who do we need to talk to you to get this done? We are owed a refund and we would like this taken care of before the end of the year.
Thank you
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| 07/26/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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LoanCare LN XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX CA XXXX XXXX XXXX Short Sale was started with XXXX on XX/XX/XXXX. It was service released to LoanCare XX/XX/XXXX. XXXX forwarded the ENTIRE package to LoanCare upon the service release.
We emailed our authorization to LoanCare, per their request on XX/XX/XXXX. Today, they are still refusing to acknowledge our authorization. Additionally, they have done NOTHING on the file since receiving it from XXXX. -- -- -THEY HAVE HAD THE PACKAGE FOR ALMOST 30 DAYS AND HAVE DONE NOTHING!! -- -- There is no SPOC assigned. They are refusing to escalate this, management is refusing to speak to us, and we can not get a return phone call with a status on this.
Aside from gross violation of their servicing guidelines, this is a VA BORROWER. Apparently LoanCare doesnt care about our military personnel. LoanCare doesnt care it is in violation of Federal and State Laws. LoanCare doesnt care it is in violation of their Servicing Guidelines. LoanCare doesnt care about CFPB guidelines.
******we are having issues on EVERY SINGLE ONE OF OUR LOANCARE FILES. LOANCARE has neither the knowledge, nor capacity, nor the personnel to service the files for which they are being paid servicing fees. This needs to STOP IMMEDIATELY.
I want this file opened immediately as a short sale. I want a SPOC and negotiator assigned. I want the documents submitted to be worked on.
CC : 1. OAG 2. XXXX XXXX 3. OCC
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| 09/19/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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last year i have been approved to a trial modification payment and i made all my payments within the stipulation on the letter ... i was making my payments ALL and until XXXX when the payment was due i called the automated service as usual and they informed me that they can NOT obtained my payments because they denied my loan mitigation application. According to them i did not provide the information they requested. also they informed me that they never contact me because in their system they had an attorney in file ... ( THIS WAS NOT TRUE ) the attorney they were attempting to send documents ( never copy me on any letters ) were sent to an attorney that worked for the association of the condominium i reside HE NEVER REPRESENTED ME.
The only solution they provided me back then was to resubmit the application package AGAIN and re apply .... I did it, and I was denied again Now because they said i miss two payments ( Payments that they did not took in XXXX, XXXX XXXX and because i had applied twice ( which this is what i was told by them ) I am a senior spanish speaking and I asked them the option to please revise the circumstances of why the application has been denied. i being living in the property for 14 years and with the pandemic i am suffering XXXX I am affraid to loss my home please help me to have them review my case carefully as i feel this is not being handle appropriately and with care according with my case.
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| 09/18/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I refinanced my mortgage in XXXX. I worked through XXXX XXXX Mortgage. They held my present loan and I was using them to refinance .They had just sold my 1st loan to Loan Care LLC .
As soon as my loan was paid off I was suppose to receive my escrow of {$1100.00}. I never received it.
I contacted loan care on XX/XX/XXXX. The agent had my account and loan was paid off Said the sent me my check on XX/XX/XXXX.
I never received it They said they would escalate it. And do a stop payment and issue a new check.. I called back on Fri the XXXX to check on it. Nothing had been done.
I asked to speak to a supervisor .I spoke to XXXX or XXXX a manger she said they would overnight my check on Monday the XXXX. They would send an e mail with tracking info. I never received the XXXX mail. Monday afternoon I called back talked to manager they said nothing had been done they saw the note for escalation and overnighting the check. She said she would call me back and send e mail before XXXX.never did. I called yesterday XX/XX/XXXX. Spoke to another manger.
She seemed sincerely interested in helping me get my check as did the other managers spoke with. It seems the problem lies in escalation department. I received an e mail from them on theXX/XX/XXXX. They acknowledge I had a complaint and it would take up to 3 days to research they will have someone call me with an update. I need my check to pay some bills. I would like it tomorrow.
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| 10/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I changed hazard insurance providers on XX/XX/2020 and my insurance agent faxed the new policy information to my mortgage servicer, Loancare ( XXXX ), on XX/XX/2020. I then received two letters saying they did not have the new insurance information and they would potentially be purchasing very expensive hazard insurance for me. I contacted my agent and he showed them that he had faxed them the new policy information on XX/XX/2020. They told him that I had to call and verbally confirm that I had changed insurance providers ( I have never heard of this and believe this to be a business practice in bad-faith, trying to make it harder for me to prove I have hazard insurance ). I tried to call the " XXXX XXXX '' that XXXX said needed the information several times the week of XX/XX/2020. There is no way to get a person on the phone when I called the " XXXX XXXX. '' None. The automated system is so XXXX and there is not a choice to speak to a customer service person. The automated system continued to say that they did not have hazard insurance information for me on file. Loancare/XXXX appears to be deliberating making it impossible for me to update my insurance information, presumably so they can 'buy ' me insurance from a company at an exorbitant rate. I consider them to be acting in bad-faith by requiring me to verbally confirm a change in the policy, when the policy is obviously in my name and on the home that I own.
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| 05/07/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I recently had a loan modification with them and I was a bit iffy about it because I didn't know they would be cutting basically nearly over half my morgage.Wt the the current moment apparently i owe over about {$14000.00} to them out of no where. And i really dont know why and how it got that high.I try every month to make these payments and they now my current situation.i have XXXX kids a wife that cant find a job still at this very moment.And they still could even offer me a long term loan modification because of my situation.My income at work is what goes towards bills that i pay over average amounts of a average family XXXX people in told including me and i have to work hard to try to support them and now this morgage company is now telling me i have to pay a total of {$14000.00} and this is now stressing me out.So please try to find the best way to help me find a way to pay my propertie so i can support the family.At this current moment i mentally dont know what to do.I lean my help to you guys.i dont maybe a new loan modification or something to relief these house payment and i dont want to lose my house.My XXXX bless you guys because my hopes are on you guys.i havent been able to sleep since the news of me owing them over {$10000.00} after a short term loan modification.So please help a poor man out.i dont want to lose every thing at my current situation so please find a way to resolve this issue for me.
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| 02/16/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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RE : Case number : XXXX NOTE : See attached hazard insurance payments ( 2 ) from XXXX.
The attached PDF file with the cancelled checks from the hazard insurance company shows that there were two payments to XXXX XXXX XXXX to completely pay the insurance in full. The annual premium was {$1900.00}. XXXX XXXX received the first payment on XXXX/XXXX/XXXX in the amount of {$1300.00}, and the second payment received on XXXX/XXXX/XXXX in the amount of {$550.00} totaling {$1900.00}. The mortgage was sold from XXXX XXXX to Loan Care on XXXX XXXX, XXXX several months after the Hazard insurance was paid in full and all monthly statements and final escrow statements from XXXX for the XXXX transition was paid in full and in good standing.
Loan Care 's response to case number XXXX dated XXXX XXXX XXXX obviously did not review their own documents they attached to the response of the original complaint. The transition documents from the seller ( XXXX XXXX ) and the Buyer ( Loan Care ) shows there was no escrow shortage in the account and all escrow was paid and up to date. THERE WAS NO ADDITIONAL OR DUPLICATE PAYMENTS IN EXCESS OF THE PREMIUM AMOUNT AS THEY ARE STATING IN THEIR XXXX/XXXX/XXXX CFPB RESPONSE ( Case number : XXXX ).
Within the last couple months, I unfortunately paid what was suppose to be the shortage with Loan Care on XXXX/XXXX/XXXX in the amount of {$460.00} that I want refunded to me as soon as possible.
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| 12/03/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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In XXXX of XXXX, my mortgage was sold to LoanCare. I have been trying to make a payment for the month of XXXX and so on Thursday, XX/XX/XXXX, I logged onto the LoanCare website ( as I normally have for the last 2 years ) in an attempt to make a payment. Each time I try, I am able to enter my username and password, however the page does not load. After several failed attempts, I decided to go on XXXX to search for any mention of their site crashing. To my surprise, I came across an article that was released a couple days prior stating that LoanCares website was offline due to a cybersecurity incident. As of today, XX/XX/XXXX, LoanCare has yet to release a public statement about the breach, how they are going to rectify this issue, whats being done, and alternative methods of payment. Since Thursday, XX/XX/XXXX, I have called over 20+ times with no luck in getting a live agent. After doing some additional research, I stumbled upon a XXXX page with close to XXXX customers who are having similar experiences ; Some of which are reporting fraudulent charges or even multiple ACH payments. It is ridiculous that no emails have been sent out, there is no mention of the breach in either media outlets, the website, or email ; Its ridiculous that there is no way to speak to a live agent so that we can pay our mortgages and it is completely ridiculous and unacceptable that no public statement has been made. We need answers!
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| 09/27/2021 |
Yes |
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- Trouble during payment process
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Web |
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on XX/XX/2021 I received a letter by myloancare.com from XX/XX/2021 stating that my loan was removed my from Forbearance per my request.
I NEVER MADE A REQUEST TO REMOVE MY LOAN FROM FORBEARANCE!!!!!!!!!
As a matter of fact I had a phone call with their Loss Mitigation Department on XX/XX/2021 at XXXX XXXX. I was assured that I still have several month left on my Forbearance and my next Payment would be due on XX/XX/2021.
I called them again today and asked to put my Loan back on Forbearance and that I will begin making Payments, as per their confirmation from XX/XX/2021. Unfortunately their Customer Service did not even try to help me. Like always, they forwarded my call to their Loss Mitigation Team, which I suspect doesn't even exist. I tried to call them at least 20 times under several numbers provided by myloancare, and nobody EVER answered the phone. I requested call backs with the customer service, never received one. I also sent several emails. All they do is provide pre written answers, that my email will be forwarded to their team of " Specialists '', and then you will hear never from them again.
I do not know, who could have make a request to remove my XXXXoan from Forbearance, but I am thinking about handing this Incident over to my Lawyer for further Investigation and also file this complaint with you. There seems to be some fraudulent actions going on, and I want to get to the bottom of this.
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| 06/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our XXXX Property Taxes have not been paid. An escrow account was set up with our mortgage in order to pay for the property taxes and homeowner insurance. Amount available on our escrow account is more than enough to pay for the property taxes. Deadline to pay the XXXX property taxes was XX/XX/XXXX, and our mortgage was transferred from a company to another on XX/XX/XXXX. The previous mortgage company failed to pay within the deadline, and the current one is not paying it either despite several emails, calls, and a notice of servicing error since early XX/XX/XXXX, when we found out that property taxes were not paid. We never received feedback to our emails, we were told twice on the phone ( early XXXX, and then early XXXX ) that the taxes would be paid by the end of the month, but this was not done in both cases. Today ( XX/XX/XXXX ), the mortgage company solution is to offer to refund us money out of the escrow so that we pay the XXXX property taxes ourselves. But, this is not acceptable to us because late payment penalties have been building up since early XXXX ( ~ {$730.00} ), and we want these late penalties to be paid by the mortgage company who failed to pay our property taxes in time.
We have been in touch with the county Tax office to explain the issue, we were notified that after XX/XX/XXXX, the issue will be handled by Tax Office to a law firm, and additional penalties and attorney fees will be due.
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| 02/26/2018 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX, XXXX Loancare paid the wrong parcel id number from my escrow account. The amount they paid was double what my property tax payment should have been, leaving me with a shortage in my escrow account. On or around XX/XX/XXXX I called Loancare to let them know that I received a delinquent notice from the county because my taxes were not paid. I also uploaded the delinquency notice to their website, as they told me to do. I was told I would hear back within 7 days, but I didn't so I called again on or around XX/XX/XXXX. I was told that the delinquency notice was showing up in the system, and again that I would hear back within the next 7 days. I received no call, so I called again on or around XX/XX/XXXX, and again on or around XX/XX/XXXX, and again on or around XX/XX/XXXX. Each time I explained that my payment has increased due to the " shortage '' in my escrow account, and that making the additional payment is a hardship for me. I have been advised 3 times that my issue has been escalated, and that I would receive a call back within XXXX hours, and I have only once received a call back to inform me that the tax department was reviewing and would get back to me ... which they never did. When I called again today, I was told they still have not corrected this issue. Now, my XXXX payment with the additional escrow payment is due in a couple of days, and there is still no resolution, which is very stressful.
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| 10/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I live within XXXX. Yesterday ( XX/XX/XXXX ) I received a letter dated XX/XX/XXXX from the mortgage servicing company saying I had recently missed a mortgage payment. The letter also stated that I needed to reply by XX/XX/XXXX - which had passed by the time I received it.
My bank records here in XXXX show that I have transferred each monthly mortgage payment via internet transfer, using bank transfer details provided by the mortgage company in XXXX.
However, the Monthly Statements - along with various other correspondence - appear to be sent via surface mail taking months to arrive. For example the last Monthly Statement I have received, for statement date XX/XX/XXXX, was received by me on XX/XX/XXXX. I have not received monthly statements for XXXX, XXXX or XXXX although I have made payments for each of these months. ( There is unfortunately one monthly payment which may have contained an incorrect amount in error - the unadjusted amount for this year instead of the newly adjusted amount for this year. ) With the delay in receiving correspondence, I now find that I don't have a clear picture of the state of my account ( as I'm unaware of what late payment fees may have been applied to the account ), and that I may be forced into foreclosure.
I have been unable to log onto the website for the mortgage company, nor make contact via phone. However I have sent an email yesterday, and am awaiting a response.
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| 04/04/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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When we first purchased our home we had a great lender, then of course our mortgage was sold like any other. Ever since XX/XX/XXXX we have had nothing but issues. This new lender paid too much for our property taxes and then it took forever to fix that and now it 's on I 'm going process of them trying to raise our mortgage when nothing has changed. I have verified with the county and also the home insurance and every source I needed to, to see why they changed our payment. They originally told us it was the interest that went up which is false because we have a fixed rate for 30 years. Then once I addressed that was n't the issue they stumbled upon finding a valid reason as to why it had gone up. I have been trying to contact a manager since XX/XX/XXXX and out of the 30 times in 6 months I 've called only one called me back. Then this whole situation was sent to the tax department and once again I havent heard anything. They keep giving me the run around and it has been fishy from the start. No valid reasons, no good answers, and definitely no solutions. The reviews for this company are horrible and I just ca n't believe this is happening. Loancare is the name of this horrid place and I am So exhausted from these people. There is no physical office I can visit to address this in person. I have all documents holding up the facts and they act as if I do not. There is plenty more detail but it is confidential.
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| 10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2021 LoanCare/XXXX XXXX offered me a Flex Modification Trial Period Plan. I sent the first payment in by XX/XX/2021 and then spoke with a Loancare agent ( who called me ) to confirm I was accepting the Trial Modification. I then made the next payment by XX/XX/2021 ( per the Modification agreement ). On XXXX XXXX I was informed XXXX XXXX sold my loan to a private investor and would transfer on XX/XX/2021.
I then confirmed with XXXX XXXX ( the new loan servicer ) that they would honor the agreement. Unfortunately this was over the phone. In the mean time I received one last statement from Loancare with a note in the Important Message section that states : Notice Regarding Loss Mitigation : Program participation was agreed to. I have made all the trial payments on time. However once the final payment of the trial was made I did not receive a Loan Modification Agreement from the new servicer as stated in the agreement from Loancare. XXXX XXXX has a note that says my payment is XXXX ( which is to be the new payment per the Modification ) and this is the amount I have paid during the past 3 months. However I am now receiving notices saying my account is severely past due but nowhere does it reference my modification plan. Additionally the last payment of the trial period has been paid however I have not received the Loan Modification Agreement as stated in the Flex Modification Trial Period paperwork.
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| 09/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We Mailed via XXXX to XXXX XXXX and LoanCare LLC ( Mortgage servicers ) two checks we receive for XXXX XXXX XXXX for our roof repairs. We mailed check to XXXX Because their name was also on the checks. XXXX XXXX and LoanCare LLC sold the Mortgage service to XXXX XXXX during the process and stated that the funds for the roof repairs was forwarded to XXXX XXXX on the XXXX of XX/XX/XXXX. However XXXX XXXX and LoanCare LLC Customer service also stated the they released payment to on the the XXXX of XXXX, XXXX. We contacted XXXX XXXX customer service customer service and we understand that they did not get any roof repairs funds from XXXX XXXX and LoanCare LLC The following documents was also sent to XXXX XXXX and LoanCare LLC on XX/XX/XXXX as per their request via Fax : 1 ) Contractor W-9 2 ) The signed contractor agreement 3 ) State Farm Estimate for roof repairs 4 ) The Contractor 's Estimate 5 ) XXXX Contractor Waiver 6 ) Contractor 's License 7 ) Contractor 's License These Documents are also attached In good faith the contractor repaired the roof on XX/XX/XXXX, but we are not able to pay the contractor because XXXX XXXX , Loancare LLC and XXXX XXXX are pointing their hands on each other as to who need to released payment of the State Farm checks that was sent to XXXX XXXX , LoanCare LLC . We are in the middle like a tennis ball batting around by these Mortgage servicing companies. Can you please help?
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| 11/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
|
We entered into a forbearance agreement on our home mortgage with LoanCare, and recieved a written agreement dated XX/XX/XXXX. The forbearance was for 180 days, and says in the agreement it is effective XX/XX/XXXX and expires on XX/XX/XXXX. Per telephone conversations with representatives from LoanCare, we were instructed to request a deferment of these payments, so that they would be tacked onto the end of the loan, so that the entire balance due would not come due at the end of the forbearance period. We did so, and were told via telephone that this would not be a problem. However, contrary to what we agreed to on the telephone, when we received the written notice regarding the deferment, it was for only two months instead of three months. We started calling LoanCare as soon as we received this information, and they told us that this was not uncommon, and it would be corrected. We started making our mortgage agreements, as agreed, on XX/XX/XXXX. However, LoanCare applied the XXXX payment to the month of XXXX -- which should have been precluded due to our agreement. I have had roughly ten phone calls with LoanCare since that time, and their response is that " their loss mitigation team '' can not change the terms of the agreement. Please note that we have continued to make our mortgage payments on time per the terms of the written forbearance plan, but LoanCare is still applying the payments incorrectly.
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| 01/03/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Older American |
|
Good afternoon, I applied for the offered forbearance. This forbearance ran out XX/XX/XXXX.
On XX/XX/XXXX, I contacted my loan company 's ( LoanCare ) Loan Mitigation Department about the options available due to Covid. I chose the option of placing the past due amount at the end of the mortgage. I asked for confirmation and LoanCare told me it would take approximately 30 days to process, and I would be notified then.
I called in approximately four weeks as I had begun to receive notices. They told me to ignore as my option was still being processed and any calls or notices I received were computer generated.
Two weeks ago, I received a packet asking for information and for me to approach them about a plan. I called and LoanCarXXXX said it was computer generated. My plan was still in review.
I received a call last week and the caller had no record of them working on my plan. She later found it in the system that I had requested the option and forwarded me to Loan Mitigation. Loan Mitigation said the option had never been summited and I needed to restart the process.
Now I find out the safeguards designed to take place before foreclosure proceedings start ended XX/XX/XXXX.
It is obvious I was strung along until this deadline was reached. Due I have any recourse now or have they succeeded in running out the clock?
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Washington XXXX Loan number : XXXX
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| 08/06/2020 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Older American |
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On XXXX XXXX, XXXX, I had XXXX XXXX XXXX XXXX. We contacted Loancare to do a loan modification. We were approved for a trial plan and made the 3 payments in XXXX, XXXX and XXXX. XXXX advised us that they would send us the final modification paperwork which we received on XX/XX/XXXX. It stated that our first final modification payment would be due on XXXX XXXX, XXXX. They said nothing about any other payments before the XXXX. payment. I called Loancare on XX/XX/XXXX to confirm the XXXX XXXX payment. I spoke to XXXX with Loancare and he said that we had defaulted on the trial plan because we missed a XXXX payment. We were not aware of a XXXX payment due. He said that they had tried to contact me by phone 3 times. I didn't have that phone number anymore because it was a company phone that I had to turn back in. XXXX has my wife 's phone number and is authorized to contact her. She was never contacted. There were other ways to contact us. They have my e-mail also. I explained to XXXX that we had and have the money for the XXXX payment. He said that they can not accept our money now because we have defaulted. We have worked for 6 months to follow their modification plan. We were not aware of a XXXX payment between the trial payments and the final modification payments. Many people can not make their mortgage payments right now but we can and we want to so that we can keep our home and fulfill our obligations.
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| 06/06/2022 |
Yes |
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- Trouble during payment process
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|
Web |
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In XXXX our monthly payment for our mortgage was processed like normal. That was until loancare sent a letter stating the payment was never recieved and that we've defaulted on our home loan. I've reached out countless times to try and figure out what happened. They've told us at least 15 different things. We were told if we send in bank statements that it would resolve the issue. We did that. They changed their minds and said that would no longer suffice and to send in a bank transmittal report so they could track where the payment went. We did that. A cashier with loancare decided that payment was never recieved. Our bank has told us numerous time that the money wad taken out of my fiances account and it was never sent back like loancare claims it was. Loancare claims that there were insufficient funds and the bank was sent the payment back. XXXX XXXX denies this and said no money was ever returned to his account. We've tried countless times to get loancare and XXXX XXXX to give us a solution. This is all happening while we're being told that we risk losing out house to foreclosure, our credit scores are rapidly declining, and this caused emense stress for my family. We get XXXX letters a week but not XXXX documented callback for case managers, supervisors etc. I need help and we've consulted with a lawyer and he has said this complaint is the last resort before filing legal claims against loancare.
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| 07/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Loancare mishandled incoming payments and hence had a chronic issue with late posting and missing payments Loancare dropped the ball on responding to a payment inquiry. As a result of their mishandling mail and then not responding to an enquiry they never recorded the payment which was made by the consumer and conformed by the sending bank.
Loancare did not acknowledge their inefficiencies and went ahead and just reported a late payment to the credit agencies.
For no fault of the consumer and lack of proper accountability at Loancare the consumer credit was affected.
Loancare has to be held accountable for their mistakes but instead since it does not affect them they keep on responding with excuses.
Full detail on the case is attached which I request be read in detail. This evidence was sent to Loancare and they still responded stating that they did nothing wrong. They can not be allowed to be ignorant at the cost of a consumer. At this rate, the Mortgage company can do whatever they want and a consumer has no way to protect themselves.
Please note that they will again respond that it is not their fault and that they have responded so. But they need to provide justification for all the points mentioned in the letter attached and can not just claim innocence and close the case. Else what is the point of the complaint if they can ignore the facts each time and just claim that they are not at fault?
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| 02/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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Unfair charges to pay mortgage and credit reporting I have the Mortgage Account with Loancare. Paying on time ( Every XX/XX/XXXX of the Month ) thru my bill pay account. I realized from their statements late charged after XX/XX/XXXX that my billpay is physically mailing them the checks and they are receiving after XX/XX/XXXX. I tried to schedule auto payments form their website but it does not schedule the payment once it is due ( after XX/XX/XXXX ). Then I started paying for their website but they charge the fee to pay online after XX/XX/XXXX of every month. More closer you are of the deadline ( XX/XX/XXXX day of month ) higher the fee. I called in so many times but never got anyone to talk to. Finally i got someone to talk in Mid ofXX/XX/XXXX ( I guess it was XX/XX/XXXX ) and request them to make auto draft every month. They took my banking info and told me that it will be schedule from next month. I went out of country in XX/XX/XXXX and came back in mid of XX/XX/XXXX and received mails that I am behind my mortgage for 2 months. I checked my bank account and found that no draft was made. Ever since i am trying to contact them by phone but found no human to talk to. I sent them 2 request to explain all this thru their website contact us form on XX/XX/XXXX and XX/XX/XXXX but they did not contacted us. They reported us to the credit bureau. Charged is {$190.00} for the late fee. Higher than anywhere.
|
| 01/07/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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Loancare VA XXXX XXXX was serving my mortgage and o/a XXXX XXXX XXXX they sent me a letter stating my loan was being sold to XXXX. I paid my XXXX XXXX Mortgage payment {$2600.00} on XXXX XXXX XXXX. On XXXX XXXX I turned my autodraft off as well. On XXXX XXXX XXXX Loancare withdrew another XXXX XXXX payment of {$2600.00} from my checking account. My main issue is this second XXXX XXXX payment is not reflected in any Loancare statement or loan balance. Ihave logged in everyday to my account and there is no update. I have no written record except the autodraft showing it was taken from my checking account. I sent emails XXXX and XXXX XXXX and received " canned '' responses. I also called on XXXX XXXX and spoke with Loancare employee # XXXX. She stated that while she would forward complaint to her management there was basically nothing she could do. In her words Loancare is done serving my account. At the least Loancare should send me an email stating what they did with the second XXXX XXXX payment. I prefer a refund or at the least who in XXXX wherever that is has my {$2600.00}. To date I have no more info than it was being sold to XXXX. Loancare customer service is extremely poor, with little regard for any customer follow-up. I advise consumers to avoid this company, make sure to notify your loan officers, real estate agents, etc to seek out more reputable firms with better customer service and ratings
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| 01/10/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Older American |
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.. Loan Care XXXX XXXX paid flood insurance XXXX. On XXXX they paid it again for XXXX. I was in the process of changing insurance. I had called and asked them not to pay it. So they pay it twice. When I received my Statement. for XXXX payment I called and asked why they paid the ins twice, they had no answer. But was told I needed to get the XXXX payments back from the insurance for my escrow account. So I called the insurance several times. They sent Loan care XXXX back on XXXX paid XXXX for XXXX payment. I was told If I paid XXXX it would clear the shortage, if not my payment would XXXX. I sent the check on XX/XX/2019. But had to pay the XXXX for XXXX. I called and talked many supervisors they all said I didn't send a check. Kept telling me I was short XXXX they did several account disclosure statements. And told me I was wrong. On XXXX I paidXXXX. I called a supervisor again, this time she told me to send copy of the check to resolution team. So I did, they told me would be resolved by XXXX. I called they said no nowXXXX. they were supposed to call me both times. I called on the XXXX Now the check is in a suspense account. there till XXXX XXXX payment XXXX. They wrote me XXXX letters told me how seriously they take this, but can not reach them, on XXXX XXXX and XXXXOffice closed never calls back. I want to know why they stressed me out, Where was my money, why mistakes on their responses thank you
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| 07/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage service changed from XXXX to XXXX XXXX loancare. I had my online bank setup for the new address but did not have new account number. The old account number from XXXX. Mortgage payments were sent via online to Loan Care service XX/XX/XXXX for XXXX statement and XX/XX/XXXX. I found out that payments were not credited to my mortgage ; XXXX XXXX was contacted and I was told to submit proof of payments to their research department. This information was submitted XX/XX/XXXX showing online payments and how online banking had old account number.
My bank submitted notarized statement to XXXX XXXX loancare that XXXX and XXXX were paid. The banker received statement that it was recieved and assigned case # XXXX. My brother submitted email to customer service on XX/XX/23 and there is case # from XXXX XXXX Loancare # XXXX. During this time I have gone through XXXX, XXXX, and XXXX for XXXX XXXX. XX/XX/XXXX there was contact with XXXX XXXX and XXXX # XXXX said issue would be resolved by XX/XX/XXXX. XX/XX/XXXX XXXX # XXXX said that it would be resolved XX/XX/XXXX.
I am making my payments but XXXX XXXX says my loan is in default. My brother has been helping me and paper work was submitted so that he could talk to XXXX XXXX. My XXXX has been removed and I am unable to talk. I can provide bank statements and other proof. I am heard that this company has very bad reviews and similar cases have occurred.
|
| 12/03/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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Dear XXXX ( XXXX ), I requested PMI cancellation from my mortgage server, Loan Care, and paid for an appraisal ( {$390.00} ). The check was mailed on XXXX/XXXX/XXXX and Loan Care deposited and credited the money on XXXX/XXXX/XXXX. After that point, Loan Care failed to order the appraisal and their PMI department refused to speak with me on the phone or via electronic written communication. I attempted to contact the Loan Care PMI department on the following dates ( XXXX XXXX XXXX ) with no progress : - XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX : XXXX and XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX, XXXX, and XXXX- XXXX/XXXX/XXXX XXXX and XXXX XXXX tactics delayed the appraisal required to remove the PMI to XXXX/XXXX/XXXX and has delayed removal of the PMI, costing {$160.00} per month. The delays in preforming the appraisal is indicative of acting in bad faith not in the spirit of the Homeowners Protection Act, 1998.
The appraisal have been completed and I have made a written request for a copy of appraisal and removal of the PMI on XXXX/XXXX/XXXX.
Loan Care again refuses communication.
I desire the following results : -A copy of the appraisal report-Reimbursement the additional month 's cost of PMI ( {$160.00} ) incurred due the delays and repeated communication failures-Removal of the PMIMany thanks in advance for help you can provide.
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| 03/29/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
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Hello- Apparently you ran an escrow analysis on XX/XX/XXXX but a copy has not been received by me via mail or email. I logged into my online account today, XX/XX/XXXX, and only see the XXXX XXXX available.
I then called on XX/XX/XXXX and the 1st female agent was unhelpful and said it was " provided to me on XX/XX/XXXX '' but not mailed until XX/XX/XXXX. I advised her that made no sense bc nothing was provided on XX/XX/XXXX, and if it was mailed on XX/XX/XXXX, I havent received it yet. She then acted like I was putting her out by requesting it, and said she would email it to me. I said okay.. and hung up. a few mins later I received her email and it only included the XXXX XXXX in error, and not the XXXX XXXX.
I called back and spoke with a male agent on XX/XX/XXXX, and he said he would email it to me.. same thing.. he emailed the XXXX XXXX, not the XXXX XXXX. I made him stay on the line, and then he told me that actually the XXXX XXXX had not generated and it wouldnt generate until XX/XX/XXXX.
If an XXXX was ran on XX/XX/XXXX, why would it take until XX/XX/XXXX to generate? Why isnt the XXXX XXXX uploaded online as of XX/XX/XXXX for viewing to support the new monthly payment amount I'm being charged?
PLEASE PROVIDE A COPY OF THE XXXX XXXX, and mark the errors against yourselves for all concerns mentioned above ... misinfo, delay in providing statements etc.. Please pull and review the calls.
|
| 04/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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This involves LoanCare LLC again. I sent them my updated hazard insurance policy, which they claim they never received, even though they paid the renewal right out of my escrow account on XX/XX/XXXX. Today, I received another letter from LoanCare stating that they were charging me {$25.00} for a lapse in insurance coverage from XX/XX/XXXX to XX/XX/XXXX because for some reason, their records indicate a lapse in coverage.
My previous policy on this home went from XX/XX/XXXX to XX/XX/XXXX, and that was with XXXX. The coverage for this year picked up right at XX/XX/XXXX to XX/XX/XXXX. I sent LoanCare the policy for last year XXXX and AGAIN the one from this year XXXX. I will include these documents in my complaint.
I want them to stop coming up with ways to try and extract money from me with ridiculous fees. If they are truly a legitimate servicing company, I can tell you this XXXX would not be happening. I believe they are a scam company. My loan was sold to them from a reputable mortgage company. I want my loan taken from them and sold to someone else legitimate ASAP. I am going to have an attorney look at everything they have sent me thus far. I've only been with them a month and I have received two collections notices. I have had mortgages for the past 20+ years with all different servicers and NEVER have I EVER received any collections notices. THEY ARE A SCAM COMPANY, PLEASE INVESTIGATE!!!!!!
|
| 03/02/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
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I have been trying to make a one time payment on my account since XXXX because last month my autopay stopped working for the first time in over a year. I assume this is due to me trying to add {$100.00} towards my principal balance every month on my autopay since that is the only change I've ever made in my account. None of my attempted payments have gone through and my bank has said twice now that they are not seeing any attempt to charge my account. Loancare keeps adding return fees and late charges to my bill and the representatives will just hang up on me instead of helping me resolve the issue. After being told multiple times by a representative over the phone and receiving email confirmation that my XXXX payment went through, it has not. I contacted Loancare via phone today to try to resolve the issue again and got the representative to double check my routing and account information. My account number was incorrect. How is this even possible when I have been on autopay over a year and not touched or changed it at all? You'd think a representative would check those things first if there were an issue but not one person I spoke with actually tried to help me out. Loancare is making it impossible to pay my monthly bill and none of their representatives actually stay on the phone to help. I've also reached out to Loancare via email and they sent " give us a call ''. The least helpful response.
|
| 05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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our MONTHLY STATEMENT dated XX/XX/2021 total amount was {$1500.00}.
On a statement dated XX/XX/2021, it became {$1900.00}, because they added Escrow ( Taxes and Insurance ) for the amount to {$400.00}.
We paid our regular monthly payment of {$1500.00} and we did not miss a payment.
We received a letter, dated XX/XX/2021, from XXXX, sub serviced by LoanCare XXXX LLC, cancelling the insurance coverage that they ordered and the amount charged to our account has been reversed. The impound/escrow account was also cancelled.
We received the monthly statement dated XX/XX/2021, the errors were not corrected and a late fee was also added. We were never late in our payments. Our bank statements can prove it.
On XX/XX/2021, we wrote a letter about the errors that were not corrected. We included a copy of our insurance coverage as evidence, which XXXX acknowledge on XX/XX/2021.
On XX/XX/2021, we received a " payment reminder notice '', we do not know why, because we never missed a payment.
Another letter arrived on XX/XX/2021, about being delinquent in our payments.
On XX/XX/2021, we called Loancare and talked to XXXX and later on to XXXX. They said that everything will be corrected.
On XX/XX/2021, we wrote another letter about the escrow and late fee errors. we filled the guidelines by CFPB, and we have not recieved any response.
As of today, nothing has been corrected. I need your help
|
| 02/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XX/XX/XXXX I spoke with XXXX # XXXX of Loan Care and she made me aware that Loan Care had not credited one of three payments made XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX since loan service transferred from XXXX XXXX.
I have since sent 3-4 letters with attached letters signed by my banks managers showing that that the payments due were sent on time through that banks XXXX XXXX XXXX billpay system to LoanCare. In XX/XX/XXXX I took a deferment offered to Florida hurricane victims and did not pay in XX/XX/XXXX. I made up that payment with 2 payments in the first week of XX/XX/XXXX. The attached documents support all of this and that my payments should be current in LoanCare 's system.
In speaking with LoanCare reps on the phone their attitude seems to be that I have to figure out what they did with the payment that was made but they claim was not received.
LoanCare has continuously dunned me with multiple demands for payments and late fees and also calls practically everyday. I have been forced to ignore the calls and letters and just make my payments on time otherwise. I need an accurate accounting from LoanCare, reversal of inappropriate fees and charges and credit repair due to their false claims and inaccurate reports to credit agencies. Thank you for whatever you can do. This appears at bottom to be an attempt to force me into foreclosure as a way of stealing equity that i have accumulated.
|
| 03/08/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
I received notice in XX/XX/XXXX from XXXX County, Maryland that my taxes were not paid for the end of year XXXX. The amount due was {$1300.00} with interest if paid in XXXX of XXXX. I first went to the website and emailed them about the issue and have still never received any return email from them on the issue. I called my mortgage servicer ( Loancare ) during the first week of XX/XX/XXXX to see what the problem was. They were not able to give me much information, but gave me a fax number XXXX XXXX ) to fax the bill in to their Escrow department for payment. I faxed the tax bill to them on XX/XX/XXXX and called about 5 days later to confirm they received the bill for payment. They acknowledged receiving the bill and said it would be paid by XX/XX/XXXX. When it was not paid by XX/XX/XXXX, I called by and spoke to XXXX ( ID # XXXX ) and he escalated the issue and said it should be paid within 48 hours. I called back on XX/XX/XXXX and was on hold for about 20 minutes before being hung up on. I called back and spoke to a customer service supervisor name XXXX ( ID # XXXX ) and explained my situation to her. She wasn't sure why it hadn't been paid and she needed to speak to the Escrow department, but said they don't take incoming calls, so she needed to email them and wait for response. She said she would call me back the following day. As of XX/XX/XXXX, I have not received a call back on the issue.
|
| 10/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I had a loan being service by LoanCare , LLC ( https : //www.myloancare.com/ ). We paid off the loan by selling the house.
The closing date was XX/XX/XXXX. Prior to the closing date, We disabled automatic payments on the LoanCare website. I do not remember the exact date, but it was most likely XX/XX/XXXX
The sale closed on XX/XX/XXXX as planned, and we received the wire transfer on XX/XX/XXXX. I verified on XX/XX/XXXX that LoanCare showed a balance of {$0.00}.
On XX/XX/XXXX, {$930.00} was drafted from my account for no reason.
Believing this to be an honest mistake, we called LoanCare on XX/XX/XXXX They claimed to not see the payment and requested that we send them a full bank statement to prove they charged me. We refused to give them personal financial information, since they should have record of their own payments in their own system.
We called LoanCare again on XX/XX/XXXXand spoke with an agent claiming she could get the erroneous payment refunded. She requested routing/account number and stated that if she could n't return the money, she would have a check mailed.
Having heard nothing back, we again called LoanCare on XX/XX/XXXX and requested information on the refund. They claim to have no record of the XX/XX/XXXX call and again demanded my personal financial information to prove their own error. I requested to speak with a supervisor, at which point the agent hung up the phone.
|
| 08/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Let me start off by saying that I had a PERFECT PAYMENT record on my mortgage for over ten years with XXXX and XXXX. Before the nightmare of disservice from LoanCare hit my financial life I had no issues. For whatever reason, LoanCare took over the mortgage servicing from XXXX. For years I was on an automatic payment with everyone else. My mortgage payment is XXXX dollars. Yes that is not a misprint. And when I tried to set up automatic payments with LoanCare, for what ever reason, the system will not accept an automatic payment. They will, however, try to bill me XXXX dollar late fees when I call in to make a manual payment. Three separate times I have tried to set up automatic payments. And three separate times it has rejected my bank info. I have had to deal with their call center people in clearing up the late payment fee. And, THREE SEPARATE TIMES, I have asked the agents to look into the issues that THEY have created on my credit report. And, amazingly it never gets cleared up. I am asking your assistance on this matter. I honestly tried to work with these people and they have no follow up skills nor a care in the world about my credit rating. Furthermore, I have been receiving payoff statements since they took over the loan. I suspect that they do not want to service such a small loan. Which is why they have given me the cold shoulder on resolutions. Thank you in advance, XXXX XXXX XXXX
|
| 08/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I am a XXXX XXXXXXXX out of XXXX XXXXXXXX. My clients job has been done for several months, has passed local building department and also the third party inspection required to release final funds from LoanCare. They will not release the funds. It is a constant resending docs to them I already sent, everyone comes up with a different reason why. Why are they holding our money. We are trying to be very nice and patient but its been months. Today we call. Again its another doc this time I se I already sent it to them XX/XX/XXXX. So cant use that anymore. I ask for a supervisor. They send me to a Resolution Department. There its the same story. I ask for a department manager. She puts me on hold for 20 mins! Never came back to say Sorry just a bit longer. No. I wasnt given that respect. She comes on and says she was in unable to get a supervisor. I ask her name sue says XXXX XXXX. I ask for her managers name. She doesnt answer me. Starts typing quicklysilence. Im like hello. Shes mumbling ohh I dont know I have to see who will call you. Theres several. Im trying to see if I can even do that. So she claims someone will call. Theyve done this before. No one calls. This was today XX/XX/XXXX XXXX XXXX XXXX time. The complaints about LoanCare online are real. We work with mortgage companies all the time. I have never seen a company act so ridiculous rude and make up reasons why not to give out funds.
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| 08/12/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
I contacted Loancare service via phone on XX/XX/XXXX. I inquired about " total fees '' of {$280.00} on my statement dated XX/XX/XXXX. I was told that the charges included {$75.00} inspection fee because our loan is backed by the VA and we were behind on our mortgage payments. The inspection was required by VA policy. The inspector was verifying that home was not vacant. I was told the inspections occurred on XX/XX/XXXX, XX/XX/XXXX, and again XX/XX/XXXX by XXXX XXXX. I first told that the inspector/XXXX XXXX is a " loancare employee '' then I was told that the inspectors were " independent contractor ''. I was told then told that the inspector was supposed to leave a business card at our address. We never received a business card. When I questioned the customer service rep about the business card. I was then told that the inspector was not required to leave a business card. I was then told that the inspector took photos of our home and filed a report with loancare. I requested proof of the inspection via photos and/or report- since I was charged a fee for a service I do not believe occurred. I was told I had to subpoena loancare to receive the requested documents. My mortgage was sold from XXXX to Loancare. I have had nothing but problems since Loancare took over our loan. Please investigate Loancare for unethical business practices and violation of inspections required by VA backed mortgages.
|
| 06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On XX/XX/XXXX, LoanCare , LLC partially paid the property taxes that were due to the county. LoanCare , LLC did not pay {$54.00} of the amount that was due. I noticed the incorrect payment amount and notified LoanCare , LLC on XX/XX/XXXX, of the error, via their online message service. I provided them with the delinquent bill as well as explained the error. A generic ticket was automatically generated when the message was submitted. The ticket number is XXXX. Since the submission of the explanation and bill, I haven't heard anything from LoanCare , LLC. I received no letter within 5 business days stating they received the information ; as a matter of fact, I still have not received a letter from them acknowledging they received the information as outlined in 12 C.F.R. 1024.35. I called customer support on XX/XX/XXXX and XX/XX/XXXX at XXXX, and neither time was the customer support agent able to provide an update on its status. The 30 business days deadline is approaching, and I have not recieved any communication from LoanCare , LLC.
I have opened 2 more tickets ( XXXX on XX/XX/XXXX & XXXX on XX/XX/XXXX ), providing the same information. We'll see if I get a response from either of those, but I highly doubt it. Based on the reviews and complaints I've seen about LoanCare , LLC on XXXX and other review sites, this seems to be standard practice for them ; horrible ( possibly shady ) service.
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| 03/01/2019 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
|
LoanCare in XXXX XXXX, a loan company and collection agency, bought the paper for my mortgage. I became one month late when I tried to change companies after a problem with them demanding I pay taxes. I am a XXXX XXXX XXXX veteran and do not pay taxes. I paid the delinquent month last summer. However, the money was not applied to my mortgage and the only answer I could get from them was that it went to fees.
Now, seven months later and with a poor credit rating, I was finally told that last summer my monthly payment was increased by {$37.00} which I was never told. And, LoanCare does not accept partial payments. So, they put my mortgage payment into a Suspense Acct and began using it to pay late fees. I was never told it was a partial payment. I would have happily sent them the additional {$37.00}.
I believe this is a deceptive business practice from a loan and collection company to collect additional monies. Now, my credit rating is too poor to change to an ethical mortgage company. Also, although I am now current, LoanCare is telling me I owe more than {$300.00} for escrow. When I spoke with a representative last XX/XX/XXXX, he said I was {$130.00} short in escrow. So, I sent them the {$130.00}. I am in great hopes you will investigate this company and take the appropriate action to deny them the ability to purchase mortgages from XXXX veterans on fixed incomes. Thank you.
XXXX XXXX
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| 07/16/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
|
|
This is a continuation of case # XXXX, which should have never been closed.
LoanCare , LLC did call me in XX/XX/2021 as stated on the previous case and they did say they would send me my paperwork. They sent another incorrect package.
Since then I have had several conversations with them, all customer service agents and their loss mitigation department have stated that my corrected documents are in the mail.
They stated that my new payment would be due on XX/XX/2021 and the paper work would be sent out in a couple days. Well, 2 months and several phone calls and promises later, I still do not have the paperwork to remove my account from forebearance.
They are deliberatley stalling so they can collect more money from the government funding during the Covid pandemic and not having any care that they are eating away at my equity that I had in my home by all thier delays.
I want them fined and I want to be financially compesated for the delays that have decreased the amount of equity in my home. I want to be compensated for the over 40 hours of time I have spent on the phone with them trying to resolve this issue with them and their incompetent loss mitigation department.
I HAVE BEEN ASKING SINCE XX/XX/2021 TO HAVE MY HOME REMOVED FROM FOREBEARANCE. THEY MUST BE VIOLATING FEDERAL REGULATIONS IN COLLECTING MONEY FOR MY LOAN FOR 6 MONTHS AFTER I ASKED THEM TO REMOVE THE FOREBEARANCE.
|
| 12/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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To Whom It May Concern, Recently I tried making my monthly online mortgage payment online w/ LoanCare a XXXX XXXX . I paid my current mortgage within the grace period on XXXX/XXXX/XXXX. As a result of me paying online, I incurred a {$10.00} servicing fee. I read about this fee from my previous statement in XXXX. Therefore, in order to not incur this fee, I set-up automatic payments effective immediately. For whatever reason, my auto payment was not set-up until XXXX/XXXX/XXXX. I tried calling customer service, stating that I set-up auto-pay more than 30 days in advance of my next statement. The rep XXXX saw that I set up the auto pay on XXXX/XXXX/XXXX, but said that there was nothing she could do. I in fact spoke to her Supervisor XXXX who told me the same thing. Hence no refund for the service fee, even though I had setup the free autopay feature, yet was unable to utilize this option incurring the {$10.00} fee. The following 2 items are my specific grievances : 1. Why are they even charging a fee to pay online? I have had several mortgages, and have never heard of such a fee. Also, my closing documents say that I have a 15 day grace period.
2. Once I saw that they were going to charge a fee, i immediately set-up for auto payments ( no fee ). So why is it my fault that I should have to pay a fee, if they take longer than 30 days to setup the payment.
Thank you for your help, XXXX XXXX
|
| 07/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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About 8 months ago, I filed a complaint about this company and my serious concerns that they have no competence related to protecting my personal information. I included 2 separate issues in that complaint - they addressed 1, but did not address the other, so I am having to file this complaint again.
They have not sent me my 1098 in the mail. I have not been able to set up an online account, so I can not access the information online and now have to file for an extension to file my taxes.
When I try to create an online account, it confirms my user-id, however it does not allow me to create a password - even with the temporary password they email me. It goes into a loop of repeatedly showing the same error message despite the new passwords they send via email. Their customer service is a nightmare to deal with and no one knows why this is happening or how to fix it. The calls run for a long time, the agents pass the buck to one another, but the problem is not resolved.
Also, my property taxes are now due and they are to pay them out of my escrow account. I am worried that they may fail to make the payment as due.
I would like to repeat what I had said previously - a company with such bad technology puts users at a huge risk of identity theft. I would like to request as strongly as I possibly can that they be investigated. They do not have the credibility to be a mortgage company.
|
| 01/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
We suffered water damage to our home which resulted in an insurance claim. We followed the recovery procedure beginning with our insurance company. They estimated the damage, and as required forwarded insurance claim documents to our lender including a check for XXXX.Our lender advanced us XXXX on XX/XX/XXXX. On XX/XX/XXXX, we submitted a request for an inspection to release the remaining funds as the repair work was almost completed. We have been advised by our lender that no additional funds can be released until an inspection has been made verifying the repairs. Since XXXX XXXX, we have spoken to a representative of the lender's insurance claim department 11 times informing them that we have not been contacted by an inspector. Each time they advised us they would ask for a new inspection and were told we will be contacted by an inspector to schedule an inspection. We have never received that call.On XX/XX/XXXX, the project was completed. On XX/XX/XXXX our insurance company gave us a final payment of XXXX which I am reluctant to forward to our lender. During this entire time, we have used money from our savings to pay our contractor's bills.The name of the lender is Loancare. Their insurance processing center is located at XXXX XXXX XXXX, XXXX, SC XXXX. Loancare's tracking No. for my claim is XXXX.We appreciate your assistance with this matter as we have no other recourse.
|
| 05/08/2020 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
|
On XX/XX/2020 I applied for a program to assist with my student loan and applied for a small personal loan through my bank. On XX/XX/2020 I received a denial from my student loan lender and from my bank, both reporting that my VA Home Loan with LoanCare - XXXX XXXX in XXXX XXXX VA has reported me to the credit bureaus as being in forbearance and on the " verge of losing my home '' and declining to make payments. I made several attempts to reach someone at Loan Care and was put through the calling tree. I made several calls to several numbers, all phone tree and now way to reach a live person. I found my suspended payment letter from Loan Care - my payments are suspended currently due to COVID, and attempted to call the Mortgage Advocate listed. Phone tree. I have been unable to reach anyone. My credit is now ruined, which was not great to begin whit and I have been working very hard to repair. Checking my credit score I see I have went down almost 60 points due to this Loan Care debacle. I can not get anyone at LoanCare to speak with me, respondent to me or find a live person to speak with. I attempted to submit a dispute through XXXX and have been told I need several pieces of documentation. I am unsure where to go from here and am very upset that this is a VA home loan, that I was told suspending payments during COVID would not be reported to credit agencies, and has been. Advice?
|
| 03/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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I am in the process of fixing my home after a hail storm. So far I have replaced the roof, the siding, and am in the process of replacing a bay window. My loan provider ( loancare ) has consistently failed to notify me of evolving requirements of theirs, and has had otherwise non-existent communication aside from periodic threatening letters, which I brought to their attention. I have not had a late payment since purchasing my home in 2003. They failed to notify me of a requirement of theirs that I provide a release of lien, a W9, and a signed contract. They say once the account goes over $ 20k this is required, however, when speaking with a representative two days prior, I was assured all I had to do was send in the check with the loan number affixed. After sending all of the required documents, they then told me I needed to endorse the check prior to sending it, and they returned the check to me unsigned. At no point was I told to endorse the check, in fact I was advised earlier not to endorse the check for safety reasons. Also, the office they list in CO claims they do not have access to any information, and are solely for debt collection. This is misleading to say the least. These are but a handful of issues I have had with this company, and I am concerned with my ability to fulfill my obligation to complete work on my house in a timely manner when I am met with such dysfunction.
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| 03/11/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
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On XX/XX/2020, I made an online bill payment through my credit union to LoanCare to pay my XX/XX/2020 mortgage payment. At that point, my account was current. On or about Feburary XXXX, I called LoanCare to get my 1099 tax information because with the U.S. Mail running slow, I had not recieved it. I was given the information. On XX/XX/2020, My credit union notified me that I had a returned check fee for a payment of {$1500.00} from LoanCare. LoanCare had processed an ACH payment from my credit union account in the amount of my mortgage payment. I was not aware of this and I did not authorize this payment.
I contaced LoanCare several times and was told that a manager would be reviewing the call recording that occurred on or about XX/XX/XXXX to determine what happened. I have yet to receive a response from them. Even after the call where I informed them that the payment was unauthorized, the payment was re-presented to my credit union. At that time, I had put a stop payment on the transaction so I was not assessed another {$29.00} returned payment fee. I am very sure that I did not autorize LoanCare to process any payments from my account. That is not how I make my loan payments and at that time, my loan was paid current.
I am afraid that I may not be the only borrower that is experiencing this. For LoanCare to make unauthorized payments from a borrower 's bank account is fraudulent.
|
| 08/20/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
|
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This is a continuous complaint to complaint id XXXX. XX/XX/2019 I made payment to my mortgage company, it was returned due to me having fraud attempts on my bank account. Once I found I contacted my bank immediately to resolve this issue. Issue was resolved and I contacted the mortgage company to apologize and to resubmit payment. Payment was accepted and was advised by XXXX that the returned payment took me out of the modification program. I asked her why she said because during the trial payment I am not allowed to be late or have a payment returned. I continued to dispute it as I am no longer on the trial payments as that ended in XX/XX/XXXX and now XX/XX/XXXX placed me in the stage of starting over, which means I complied with the trial and am now given an opportunity to start fresh in XX/XX/XXXX. As the Agreement that I signed did not state that "if a payment is returned that the modification Agreement would be terminated". I have attached a copy of same for your review. I have attempted to make my XX/XX/XXXX mortgage payment under the modification agreement and was advised that it would not be accepted and I received a notification from XXXX and XXXX that LoanCare has marked my mortgage payment late. I am in desperate need of your help. I am a XXXX mother of XXXX kids and I am trying my hardest to keep my house but this company is doing everything possible to keep me from that.
|
| 01/15/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I 'm so frustrated with this company. First off we had an amazing company that sold off our loan to this one and we were XXXX overseas.
Immediately, i had issues paying online so had to call in our payments monthly, which I had to pay an additional {$15.00} just to pay by phone. When I FINALLY was able to get a real customer service rep on the phone he had an extremely poor & aggressive attitude and when I stated we 're military XXXX overseas and surely we were n't the only customers of theirs that could not access the website he stated " Well obviously NOT, our website is for US residents only ... '' Like who thinks it 's ok to talk to someone this way? So because we were XXXX overseas we get penalized by LoanCare and forced to pay additional fees just to make mortgage payment?!
I am currently trying to pay our bill, we now live in Hawaii and able to access the site online but for 3 solid weeks I have not been able to get a single person on the phone. I get prompted to leave a number and the next available team member will call but I 'm certain they just dump that list and never call anyone back. I have sent multiple emails with no response other than an automated reference # that the email had been received.
I wish we were in a position to refinance with someone else. This is completely absurd.
I have reset my password 3 times and still it 's telling me that it is incorrect.
|
| 11/06/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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In XXXX of 2020 I received a letter from my insurance company stating they did not receive the payment. I called LoanCare on XX/XX/2020 and they stated that the check was returned however they had resolved it with the insurance company and my insurance wouldn't lapse. They said a check would be sent overnight to the insurance company. The payment was not received by the insurance company until XX/XX/2020. By that point they had already closed my account. I was not informed until XX/XX/2020 that I did not have insurance and I found out at that time due to receiving a refund check from the insurance company. I secured new insurance the following day. Loancare then charged my escrow account {$260.00} in XX/XX/2020 for the lack of coverage from XX/XX/2020 to XX/XX/2020. I spoke to multiple representatives on multiple occasions who stated that they were required to charge my escrow account, but that since it was their mistake they would refund the amount. I received a refund for {$110.00} on XX/XX/2020. I called the company once I saw the refund and spoke to a representative and they said they don't know why the refund was so little and that they would send the file for research and the rest of my refund would be processed within 1 week. As of today XX/XX/2020 I have not received the rest of my refund. I called and spoke to XXXX and he is now saying there would not be any further refund.
|
| 07/27/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I had XXXX loans transferred to Loancare Servicing from XXXX Mortgage. During the transfer process, I setup automatic payment, as I have done with all of my mortgages. They took all my payment information and told me things were set. A month later, I get a call regarding the mortgage payment. I informed the representative that this is the XXXX time now, that I am giving payment information. As the person is inputting my information, they see that the info is already in the system. They say this was odd, but tells me I 'm all set and there should be no more issues. I have this exact situation happen XXXX more times, I then requested to speak with a manager. The manager gets to the root of the problem. Apparently, there was a fee of some sort that needed to be cleared before payment could process. This was not mentioned to me prior and neither of the XXXX representatives I dealt with on the matter, knew about. The manager apologizes and processes that fee. I proceeded to ask why this was not mentioned prior and would their mistake affect my credit. The manager stated it was either new processors or a new process and my credit would not be affected. My entire mortgage history has been and was clean prior to their errors. Now my credit shows XXXX XXXX day lates that was their error, not mine. I have disputed this several times through XXXX XXXX and they keep sending it back as accurate.
|
| 10/04/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I got behind on my mortgage after a disaster involving pipes bursting and backing sewage up into the house. I have to replace the main line pipes and refinish the basement after XXXX XXXX ripped out all the walls and carpeting. I spent my entire savings trying to make the house livable again which caused me to get behind on the mortgage.
I applied for loss mitigation on XX/XX/XXXX. At that time I was 4 months behind on my mortgage. I called several times attempting to set up a payment plan to get the mortgage up-to-date but Loan Care refused to take any payments unless I paid the entire amount due. In XXXX, Loan Care denied my request for loss mitigation.
I applied for loss mitigation again on XX/XX/XXXX via fax to XXXX since fax XXXX would not answer. After 3 week I had to resend the paper work again because Loan Care said they never received my documents.
As of today, XX/XX/XXXX, I am 8 months behind on my mortgage and I was attempting to pay 5 months today but once again Loan Care would not accept a payment and I do n't believe they are going to approve my request for assistance. I am now having to try to sell my house before they foreclose on it because I ca n't get anyone to work with me on paying the mortgage. I 've owned this home for almost 20 years and this is the 2nd time in 20 years that I 've had financial difficulty, otherwise, I 've paid my mortgage as required.
|
| 05/05/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
MY STATE RIGHTS ARE BEING VIOLATED. I AM BEING OVERCHARGED ILLEGALLY.
When closing the refinance in XX/XX/XXXX with the same company I had a mortgage since I 1st bought the house, I gave the closer a the originals from the state of WASHINGTON that I am a XXXX individual.
It is XX/XX/XXXX. I have mailed by regular mail copies of the XXXX status, I have uploaded SEVERAL times to their upload option in the Contact US link ( which was re-suggested I use by the company just a week ago ).
I have been overpaying and even struggling to meet the excessive payment. The 'released ' a 1st escrow payment, but I receive no refund from this company either.
I called last week. The agent said she doesnt see any copy in the system ( whether the one I gave the colser, the one I sent by mail or the several I sent online ). The escrow rep told me to re-uploaded. I did last week. NOTHINHG changed.
I wrote again yesterday to their non-functioning-Contact-US ( a problem I have had complaint about this company here before, they gave the impression that they upgraded and improved their online services, BUT THAT IS BULL!! ) I told them to contact me in 24 hrs. Of course, NOTHING happened.
So, here I am, 1 step away from suing. I demand that they follow the law, adjust my bill, and/or give me a refund! Im being robbed here! My rights as XXXX veteran are more than violated. I did my due diligence.
|
| 03/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have tried over and over again to work it the Owner of my loan XXXX XXXX XXXX First it was XXXX XXXX, The lender was XXXX XXXX XXXX, I had XXXX as the servicer and now Loan Care which the situation has been basically impossible meaning I have been sending documents with assistance and after sending document in XX/XX/XXXX & XX/XX/XXXX with a case referral number : XXXX when they realized they had the requested documents, they came back with another request for more documents. Now they are saying they refuse a loan modification because I did not submit the documents. What documents? The loan started out at {$790000.00}. and now I owe : XXXX. What happened to all of the payments that I have made on this loan? XXXX XXXX sent me a letter dated XX/XX/XXXX claiming that I needed to send {$13000.00}. They accepted the payments and then on XX/XX/XXXX they returned you the payments with a letter telling me I had to pay {$17000.00}. That is not what the agent told me when I made the payments over the phone and given a confirmation number. XXXX XXXX is constantly adding fees and charges to what I owe.
I have submitted to the new Servicer Loan Care 10 total packages for a loan modification and the last two requests a hardship letter that they never mentioned before and a signed Borrower 's expense sheet. both submitted XX/XX/XXXX. The fees are constantly going up. Please Help Thank You
|
| 08/31/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/2020, I received my loan modification paper work, however my wife 's name was spelled incorrectly. We realized this once we went to a notary and they were not able to notarize the paper work due to my wife 's name on the paperwork not matching her Driver 's License.
Called our Mortgage Company, they said they would send a new package with updated paperwork. During this process I continued to make trial payments of {$1000.00} to the mortgage company for three months.
Once they sent me the updated loan modification papers, COVID 19 caused bank branches to close as well as all mobile notary services I called. I called my mortgage company to explain this delay. Finally setup an appointment, got my papers notarize and sent them via XXXX Overnight.
Then received a letter of denial due to the delay in mailing papers back to LoanCare. They mentioned they I would need to do this process over again.
I've been trying to handle this for a year now. Sending multiple applications, them denying the loss mitigation application one after another. I just received another denied letter. Filling out another application today but I feel like they aren't willing to work with me. I was already approved and showed I can make my mortgage payments moving forward. I really feel helpless and discouraged, I don't know what's going to happen to my family if we are forced to leave. Please help.
|
| 04/14/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Dear CFPB.I would like to inform that in letter dated XX/XX/2019 there are mathematical errors and lies.I repeat that in XX/XX/2019 there was no increase in city tax and home insurance.The mortgage payment, was, before XXXX increased from {$1500.00} to {$1500.00} have included an increased city tax from {$5500.00} to {$6200.00} .This is about $ 50 monthly difference.This different is included in $ XXXX monthly payment.In XX/XX/2019 you increased the escrow deposit from {$650.00} to {$690.00} in the same letter you increased escrow deposit again to {$720.00}, without any good reason, next you added to my monthly payment {$97.00} and you got quote of $ XXXX monthly increased from $ XXXXCould you tell me please how you get the quotes of {$97.00}.
This is my counting of escrow deposit. {$510.00} city tax monthly, MPI $ XXXX monthly, Home insurance {$77.00} monthly.The total is {$720.00}. It agrees with your calculation.But if shortage of {$760.00} divide by 12 months = {$64.00} extra.If you add {$1600.00} to {$64.00} you get {$1600.00} total.
How you get {$1700.00}? .Diference $ XXXX.If you multiply this by 360 months of loan terms, this total is {$13000.00} extra to pay off.Sorry I can not accept this.
I remind you I never pay after XXXX my partially payment, so apply to me late fee is ILLEGAL.Second remind, partially payment can not be counted as unpaid payment.This is ILLEGAL
|
| 03/15/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
I always mail my monthly payment ten days early. My XXXX {$680.00} payment was due XX/XX/XXXX, so I mailed it on XX/XX/XXXX. It always takes about ten days for them to post the payment, and they always send me an email that they have received it. This time I got no email. On XX/XX/XXXX, I checked with my bank and the check had not cleared. I called Loancare. It took 45 minutes to speak to someone. They told me that my XXXX payment was lost. I told them that I would put a stop payment on the check and reissue the payment through electronic funds transfer, which I immediately did. I then emailed Loancare what I had done and asked that they not cash the check and that I had put a stop payment on it. They cashed the check on the very same day that they said it was not there and then when my bank rejected it because of the stop payment, they sent it through again.
Loancare is now charging me a fee of {$80.00}, two {$40.00} charges for a check rejected for " insufficient funds. '' I have contacted them by 'phone, email and letter. The only response that I have received is from my letter, notifying me that they are looking into the problem.
My mortgage was sold to this organization about a year ago, and from day one it has been one unsolvable problem after another. They are very difficult to contact, and they are simply unresponsive if you are lucky enough to communicate with them.
|
| 10/28/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
On or around XXXX XXXX I was finalizing a XXXX XXXX Bankruptcy. I received correspondence from XXXX County Municipal Courts stating my loan was current and a request was made to dismiss my Bankruptcy and stop my foreclosure proceedings. This request was made by Attorneys representing XXXX XXXX. I had successfully completed 60 months of my payment plan made by my Attorney and the Trustee to saved my home from foreclosure. On or around XX/XX/XXXX I started to receive collection calls from one Loancare company stating that I was in default and that I now owed {$3400.00} on my mortgage.
The gentleman whom I spoke with never produced any proof that there was in fact a delinquency, I asked if this was a collections call from the loan servicing company he said yes. I asked if he was familiar with FDCPA? I made a request for a full Itemized list of all payments made and payments received to confirm that if I was in fact delinquent that the proper protocol were if fact being followed. A few days later I received a dunning letter without a itemized list of payment. There was not proof of anything that would show that Loancare was a company that was entitled to receive payment on behalf of XXXX XXXX ( XXXX ). The calls were a violation of Section 807 ( 11 ) of the FDCPA Inital Communication and Subsequent Communications. XXXX XXXX al v. XXXX et al, No. XXXX - XXXX XXXX ( S.D. Ohio 2010 )
|
| 03/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/2021 XXXX XXXX did not apply my payment. I have a letter from XXXX showing the money sent and XXXX XXXX failed to apply. I spoke with a XXXX XXXX employee in XXXX, XXXX, XXXX and XXXX to try to get this corrected. Each employee had diffrent responses to the issue. The one said I see we received your payment however you have a new loan number, i asked when did my loan number change, she was unable to tell me this and hung up on me. When i called back i was told the loan number did not change, that my late fees would be waived and XXXX would be applied. On XX/XX/XXXX i received a statement saying i was 45 days late on 2 payments, XXXX bank shows the XXXX payment was cashed XX/XX/XXXX, however it was not applied. Also for XXXX was not recorded. I have my payments go out automatically every month through XXXX bill pay, they send the payment by the 4th of the month every month, i have never missed a mortgage payment ever. Late fees are continuing to accrue, i pay {$1600.00} a month on a regular payment of XXXX, my funds are not being applied correctly to the additional principal payment. In addition i submitted a credit reporting error in which the servicing company rejected, now creating damage to my credit score. The bottom line of the issue is they never applied the XXXX payment which the representive confirmed that she saw it but was applied to a different loan number!
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| 11/22/2023 |
Yes |
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- Trouble during payment process
- Paying off the loan
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Web |
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I was in the process of procuring a partial claim with LoanCare. Loan Care stated they did not receive my paperwork, even though I received a letter from them saying they did. Loan Care referred my loan to their attorney, who in turn filed a foreclosure action on XX/XX/. Prior to the foreclosure action being filed against me, I had listed my home for sale, and it was under contract as of XX/XX/. I let the attorney for LoanCare know this on XX/XX/, and the attorney for LoanCare indicated they were told by their client to file the foreclosure action anyway. Because of this, the payoff on my loan is now almost {$20000.00} more than the principal balance, and I can not close on the sale of my home. LoanCare never sent me a notice saying they were putting me info foreclosure. I only found out about it when I called LoanCare to get a payoff figure for my loan at the end of XXXX.
I am now in foreclosure and have been threatened a breach of contract lawsuit against the would be buyers of the house, since I can not close due to lack of funds.
No one from LoanCare will return my calls. I have called XXXX XXXX and XXXX XXXX in the Office of the Customer and left numerous voicemails. I have sent emails to XXXX as directed. They simply will not respond. My real estate attorney has requested information and they refuse to cooperate. I'm at a complete loss and this is financially ruining.
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| 12/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company is called XXXX XXXX XXXX/ My Loancare. Ever since our mortgage was sold to them 2.5 years ago, they consistently do not pay our property taxes on time which results me in having to call and beg them to pay on a quarterly basis. Every 3 months like clockwork we receive mail from our town stating our tax payment is overdue and we are being accessed late fees, or even worse, that our home will be " advetised and sold under the provisions of N.J.S.A 54:5.19 ET SEQ, which governs the enforcement of the collection of all unpaid taxes ''.
We have more than enough cash in our escrow account, there is no reason why they shouldn't be paying our tax bills on time. Our tax bill this quarter was due on XX/XX/XXXX. We reached out to them first on XX/XX/XXXX and asked them to pay, then again on XX/XX/XXXX when we received the tax sale notice. The assured me they would and would send the check overnight. We get a call today saying they sent the check via regular mail on XX/XX/XXXX and could not confirm it was paid. When we called our city 's tax department, they verified they have not received the payment. They said my taxes have been sold and there is now i lien on our property.
Now our credit score 's are damaged because of this company 's inability to pay a simple tax bill for us. We are sick and tired of fighting with them every 3 months about the same exact thing.
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| 02/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX My loan was sold to LoanCare Mortgage as it has been sold multiple times since I purchased the property in XX/XX/XXXX with 20 % down under a conventional loan. The property was purchased for {$200000.00} and now has a balance of {$120000.00} with Loan Care. I have not had PMI since the property value is {$340000.00} and the loan to value is under percentage of 20 %. Loancare immediately started to charge and has continually charged me a Private Mortgage Insurance even though I have written 4 letters and 4 phone calls advising them to refund and stop charging Private Loan Mortgage. In XXXX I created a message within the portal to advise them to stop the PMI and either credit my mortgage or refund me the difference. Today I received a letter from that inquiry stating that they will continue to charge private mortgage insurance because I did not make a request, I have missed a 30 day payment and a 60 day payment in the last 12 months. I have included my payment history on the property for the last 24 months with no missed payments and also included the last 6 years even though it was through other loan providers. The last 2 times I called loan care I was hung up on and transferred back into the auto que without notification. Loancare has consistently violated the Frank DDod act by illegally charging XXXX XXXX XXXX and making a false statement. Please investigate.
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| 02/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The original loan for a new home purchase was through XXXX XXXX who then sold off the loan to XXXX. My wife was qualified on her own for the mortgage initially and then her job and income changed dramatically due to unforeseen circumstances. Once we had trouble meeting the mortgage we contacted XXXX to explain the situation and the change in income. They offered us a forbearance plan for 3 months which we met the conditions and paid the required amount on time for the 90 day period. XXXX then said they wanted to work on a '' Loan Modification '' for us which started in XX/XX/XXXX. When I went to make the monthly mortgage payment we were blocked from paying through the website as we had done in the past. When I called them to make the payment I was told by them that no payment can be accepted during the Loan modification process. I again tried to pay n XX/XX/XXXX and was told again they could not accept. We just got a notice from them that the Loan modification was denied for the reason we did not respond in time. We responded immediately and on time to every request we had from them and have records and copies of everything showing we did. They have allowed a large debt to grow for failure to accept the payments we attempted to make every month. They are all over the internet for fraud and deceptive business practices and feel they are trying to set us up to take our home.
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| 12/26/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Beginning sometime around XX/XX/XXXX, my home conventional mortgage was acquired by LoanCare. On or about XX/XX/XXXX, I began making an extra mortgage payment of {$120.00}, to be applied to the principal. Records show LoanCare received regular EFT payments of {$120.00} on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. At no time were these payments applied against my principal. I began calling every month after theXX/XX/XXXX payment to inquire as to why not. I have spoken to several customer service representatives, and/or customer service supervisors. Each time I was assured the error would be corrected, and my funds were then credited against my principal. The issue is : If I do n't call, the money sits in an account, not applied to anything. Also, I do n't get interest reduction on the loan.
Secondly, I do not want ( for financial burden ) to change my automatic monthly payment, and there is no way of making automatic additional payments, except by doing it one month at a time on their website : Myloancare.com. They admit to me there is a problem with cashiering not recognizing the additional payment when it comes in, but they do nothing to fix the problem.
Third issue : I have made additional mortgage payment to other lending institutions with no problem. This is an issue that is unique to LoanCare and can not be allowed to continue.
I NEED YOUR HELP!!
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| 06/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage provider is LOANCARE https : //www.myloancare.com/ I already paid the mortgage on XX/XX/XXXX for the amount of XXXX. I accidentally paid it again on XX/XX/XXXX {$3000.00} so i called Loan Care on XX/XX/XXXX for reversal and they weren't able to help me and asked me to call next day once it has posted. On XX/XX/XXXX, i called again and was transferred to XXXX supervisor XXXX employee # XXXX XXXX on XX/XX/XXXX and was told I would be issued a refund. On XX/XX/XXXX, the mortgage provider attempted to charge me again {$3000.00}. At this point my whole bank got wiped out completely for another charge and i have no funds left in my bank and it has XXXX on it. I was charged 3x. The check for XXXX will not arrive until 7-10 days and when i asked for proof that they mailed me back a check, there is no tracking number. But then now i have another new charge of {$3000.00} on XX/XX/XXXX. I spoke to XXXX Supervisor again today XX/XX/XXXX ( employee XXXX ) and I was told to send a copy of the attempted charge AGAIN on my bank TODAY XX/XX/XXXX for the mortgage. I tried to call again 3x after emailing the screen shot of the charge and they would always put me on hold and the call will drop. Horrible customer service and the fact that they couldn't issue immediate reversal of charge electronically and have to issue checks is absurd. In this time of pandemic every XXXX matters.
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| 02/27/2020 |
Yes |
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- Trouble during payment process
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Web |
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They are trying to foreclose on my house, I am scared for my life. Please get to the bottom of why they are trying to foreclose on me. I paid the XX/XX/2019 payment, I have proof it's attached. They have nothing but retards hired and are trying to punish me for their retards faults. That was never an issue, I did not even ask about that, did i? Are YOU XXXX????. I have received multiple letters from them claiming they will foreclose. Why?????? could care less about a payment that I did make, find out why they are trying to kick me out of my house? I'm being discriminated against for being a minority single male. Please find out why I am being foreclosed on, once again I repeat find out why I am being foreclosed upon illegally. I will seek legal action after I receive this next response, because I know it will once again be less than satisfactory.
see the attachment it shows where I paid the payment in full the next month. I had to cancel the check on them because, i made a {$250.00} extra principle payment, loan care XXXX put it towards interest instead of towards principle. So I cancelled the check and made another one that did not have extra principle since they made it obvious they will be XXXX XXXX and put it towards interest even tho I wrote " additional principle '' on the check. Loan care is punishing me because they don't know how to handle an escrow account.
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| 03/28/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I am a victim of predatory lending practices which targeted uninformed minorities seeking homeownership. On XX/XX/XXXX, XXXX wa pressured into aquiring a home equity line of credit before closing the deal on the primary mortgage. At the time I was not informed about mortgages or HELOCs and signed contracts through deceptive sales tactics before given the opportunity to consult with an accountant to determine if I could afford the loan without causing finacial hardship. I was preyed upon due to lack of understanding about loans. terms, and financing. I struggled to keep the second mortgage current and eventually defaulted due to severe finacial hardship. I made the last payment in XX/XX/XXXX to XXXX XXXX.
Due to the status of the economy after the mortgage meltdown ( toxic loans ) I enrolled in a home modification program, Hardest Hit Fund Principle Reduction through XXXX XXXX XXXX that forgave partial principle on the first mortgage. I was told that the HELOC qualifed for forgiveness as well and I applied. When I recently attempted to refinance my home the second mortgage appeared as a lien. I was never contacted by any lender in twelve years until I intiated contact to resolve the issue. I was under the impression that the second server, XXXX XXXX had forgiven the loan. I've reached out to XXXX, XXXX XXXX, and Loan Care ( sub server ) and continue to get the runaround.
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| 12/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loan ending in XXXX LoanCare a division of XXXX.
I received notice of return payment for the my XX/XX/XXXX mortgage payment with Loancare. I was incredulous as I knew that I had made a payment on XX/XX/XXXX using their " Paynow '' feature. I only have XXXX accounts with XXXX that I registered with LoanCare to deduct my monthly payments from. Those XXXX accounts are the only XXXX accounts I have ever registered to make payments from. I do make payments on another entirely different mortgage to XXXX mortgage also a division of XXXX XXXX. Somehow my LoanCare account deducted a payment or I should say attempted to make a payment from the account I use to pay the XXXX mortgage. I have a 12 month payment history that all of my LoanCare payments come out of the XXXX XXXX accounts. I spoke with customer service and they told me that a cross over payment could never have happened and that I should delete all my payment accounts with LoanCare and start over. My reply is if I never registered the bank account, then how could I delete it? I believe this is a technical glitch with their " XXXX '' feature. The web portals for XXXX and Loancare are obviously maintained by the same technology company as they are very similar. I am adamant that I would never make a payment from any other account I am now upset that my credit report has taken a hit for having a late payment. XXXX XXXX
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| 12/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Submitted 2020 real taxes ( school ) to the mortgage company ( Loancare , LLC ) in XXXX of 2020 to be paid out of escrow account ( fully funded ).
Received notice from my city school district in XXXX 2020, stating the taxes had not been paid and missed the discount period had they been paid by XXXX ( now {$100.00} more ). I first contacted Loancare , LLC in XXXX after receiving this notice. If the taxes were not paid by XXXX/XXXX/20, I would receive a 10 % penalty on the amount ( now {$500.00} more ).
I have called Loancare , LLC every week since then to try to get these taxes paid, again out of the escrow account that is full funded. It is now XX/XX/XXXX20 and I still can not get these paid out my account and the city has indicated they will submit this matter to collections if not received by the end of the year.
Every time I call Loancare , LLC, I am put on hold or passed around to " supervisors '' who tell me someone will call me back. I can only assume they are stealing the interest being earned on my escrow account and have no reason to pay my bills in accordance with the time required. I have called probably close to 20 times to get this matter addressed, each time with it being escalated without any resolution.
My mortgage is current and I have provided all documentation required to resolve this issue, but they continue to hold my escrow account hostage.
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| 03/18/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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See previous complaint ( XXXX ) for background details. After 2 1/2 months of back-and-forth with LoanCare after they first accused us of having insufficient flood insurance, then reviewing our policy and realizing our coverage was more than sufficient, only to continue threatening force-placed coverage on us that we didn't need, we received a letter from the Office of the Customer at LoanCare on XX/XX/2019 assuring us that our flood insurance policy is sufficient and that all threats to force-place coverage on our behalf have been cancelled. However, one week later, on XX/XX/2019, we logged into our account to find that it had once again been flagged as having insufficient flood insurance coverage and threatening us once again. We have received countless letters in the mail harassing us about this issue and each time we call LoanCare, speak to resolution specialists and managers in the flood/hazard department, only to be told, " Oh yeah, your coverage is more than sufficient, we'll cancel this right away. '' Then why does this keep happening? Our coverage and policy have not changed at all during this entire ordeal, so we have no idea what the problem is. We are also aware that LoanCare settled a class-action lawsuit two years ago for this very issue, so it is appalling to see them as a company trying the same tactics when they've been called out on this issue before.
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| 02/08/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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My FHA loan was previously owned/serviced by XXXX, and has been sold to LoanCare. I am a XXXX years old, XXXX, female that has applied for a loan modification with XXXX ( of which I am quite concerned there may be unauthorized default rates and charges ), which did not transfer over, I then had to re-apply again for a loan modification with LoanCare. I have diligently supplied all my financial documentation along with all of my daughter 's ( non-borrower contributor ) financial information, however LoanCare has denied my modification application with no explanation, figures or breakdown. I believe they are deceptive, and cut many corners. I have attached their response to my application, where there is no reason stated for my denial. How do I know they have calculated our income and expenses property. I have an FHA loan, there are certain guidelines they must follow, ( which I have researched extensively ) there is no way to see if they have accurately processed the application, because they did not supply a figure breakdown. This is outrageous, I have owned this property since 2001 and am a senior citizen XXXX female. I do not want to lose my home. I have done the calculations and I DO qualify. LoanCare has failed to provide accurate calculation of ineligibility. I believe they are acting in BAD FAITH and have IMPROPERLY denied my application for a loan modification.
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| 01/28/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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Per the CARES Act initiative the the Dept of Treasury in response to disparities occurring during XXXX, I reached out to the mortgage company in XX/XX/2020 after my job had been cut due to XXXX occurrence. I spoke personally, with a representative from the mortgage company, informed them of my situation, and during the phone call I was asked a series of questions that the representative informed me would be submitted for initiation of the forbearance immediately. I was informed by the representative that I did not have to make any payment until instructed to do so once the forbearance expired.
I didnt receive the paperwork indicating that my forbearance have been approved effective XX/XX/2020. During that time I made multiple attempts to reach a representative by phone to discuss the XXXX payment that had not been made per my conversation with the representative the previous month. As many companies had decreased their staff during the pandemic, I was never able to reach a live representative, and a voice recording on their end, said to call back at another time. Due to this discrepancy in Loancares processing of this paperwork, they have counted every month as a non-payment on my credit report, which is in direct violation of the CARES Act. if they are unable to get this issue, resolved, I will take this case to those that oversee direct violations of the CARES Act.
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| 09/15/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I entered into a Forbearance Plan with LoanCare , LLC on XX/XX/2020, which was extended on XX/XX/2020 through XX/XX/2020. At the time I entered into the Plan, I was current on my mortgage payments and had 100 % on-time payments. The Plan clearly stated that there would be no negative reporting to the Credit Reporting Agencies. During the Plan, I made partial payments of {$300.00}. I then sold my home on XX/XX/2020 and paid the Mortgage Loan in full. I was recently notified by my credit monitoring company that on XX/XX/2020, LoanCare , LLC reported my Mortgage Loan as 90 days past due to XXXX and XXXX. This negative reporting has destroyed by FICO Score by lowering it XXXX points from XXXX to XXXX. I am attaching copies of the Plan confirmation and extension letters received from LoanCare , LLC along with a letter from LoanCare , LLC confirming receipt of the payoff of my loan. Every time I have tried to reach a " live '' person by telephone at LoanCare , LLC, I have been transferred to the Collections Department, who would then transfer me to the Loss Mitigation Department. I have not been able to reach the " Mortgage Resolution Advocate, '' XXXX XXXX, although leaving voice mail messages and emailing him. Please help me resolve this very disturbing matter - I have worked hard for my good credit and this is completely unfair and contrary to the provisions of the Plan.
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| 10/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have filed numerous complaints on all parties involved in this matter.. The last phone conversation with executive specialist at XXXX XXXX yesterday XX/XX/26. they stated that LOANCARE HAS TO GIVE XXXX XXXX written consent to ask XXXX to return the funds.. My mom has been helping me with all of this because I am not readily available to answer my phone, I am a XXXX XXXX.. Her and I and XXXX XXXX were on the phone yesterday. The funds ARE sitting at XXXX XXXX to return to XXXX XXXX when ask the contact at XXXX XXXX is XXXX XXXX XXXX. But XXXX XXXX will not call XXXX XXXX because Loan care as not given them consent to do so.. I will attached all documents from all parties that have been involved and would so very much appreciate a resolution this has been going on since XX/XX/XXXX ... going on 7 months now and that is not counting from the date the check was sent..
To sum up this issue Loancare sent a check written off a XXXX XXXX account and XXXX is holding the funds that a perpetrator tried to steal. And XXXX can not do anything with said funds until someone from XXXX XXXX calls them and XXXX XXXX will not until Loancare tells them too.. this is all getting so RIDICULOUS ...
I have complied with all companies involved. All info from all companies will be attached and I will file against all of them again!!! Because they seem to be doing nothing except XXXX
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| 12/14/2023 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I hope this letter finds you well. I am writing to address an important matter concerning inaccuracies in my credit report. Upon reviewing my credit history, I have identified late payments that I believe are inaccurately reported. I am seeking your assistance in either removing or correcting these late payment entries promptly.
I understand the significance of maintaining an accurate credit history and its impact on my financial standing. I am committed to ensuring the correctness of the information reported on my credit file.
LOANCARE LLC XXXX This account was NEVER late. The late payment is erroneous. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or LOANCARE LLC customer service. XXXX and XXXX have already removed this account from their records. There was an error present & they were able to find it. I'm confused about how you've verified it while the other bureaus have removed it. Please delete this from my file. It is inaccurate, erroneous, incomplete, or unverifiable.
I respectfully ask that this problem be thoroughly investigated and that the erroneous late payment entries be removed or corrected from my credit record. For me, it is vital that my credit history fairly represents my sense of fiscal responsibility.
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| 07/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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I am in the process of recasting my current mortgage. XXXX XXXX/Loancare agreed to accommodate my request and I initiated the process by submitting a {$100000.00} principle payment and completing the documentation required my XXXX XXXX/Loancare. A signed and notarized Agreement for Modification and XXXX was sent via overnight courier on XX/XX/21. The agreement was additionally, uploaded using XXXX XXXX/Loancare 's online document center. XXXX XXXX/Loancare 's instruction letter states that this process may take up to 20 days and will reduce my monthly mortgage payment.
To date, I have been unable to make contact with anyone in the specific department that handles reamortization. Customer service reps claim to have not received documentation sent via overnight courier with proof of delivery and uploaded documentation submitted through the online document center, also with proof of receipt.
I have made multiple efforts to get this process back on track through phone calls, e-mails and letters sent via USPS. All attempts have been completely ignored and I am unable to get any kind of status update or timeline on when or if this process XXXX XXXXLoancare agreed to will actually happen.
At this point, It seems that I have been duped into making a {$100000.00} principle payment and that XXXX XXXX/Loancare has no intention of reducing my mortgage payment as promised.
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| 05/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Company : LoanCare ( XXXX XXXX XXXX ) My loan was transferred to a new servicer and the account became active today ( ie I could register online and pay my mortgage without a fee by enrolling in autopay ). I registered and tried to set up autopay and was given the message " Auto Draft enrollment will become available once all past due payment amounts have been paid. '' I suppose technically I am past due but I did not have the option to pay prior to today.
I looked at their fee schedule and was directed to their app : " Use our mobile app or desktop site to schedule and manage one-time payments. Making a payment on or before the due date is always free of charge. '' I tried logging into the app and was given the message " Client is not enabled. '' I tried to register and was given the message " Loan number is already registered. '' So, the app is out ( judging by the one-star reviews, it appears others have had exactly the same problem ).
Now, my options are to i ) pay online and be charged {$10.00}, ii ) pay by phone for {$15.00}, iii ) roll the dice on a check getting there on-time via standard USPS, or XXXX ) pay a fee for express mail with tracking. Even speaking with customer service requires a fee! This is the most blatant money grab I've seen and the process is intentionally difficult / designed to produce foot-faults where LoanCare can collect extra fees.
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| 01/22/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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We fell behind on our mortgage due to temporary unemployment. We communicated with LoanCare to let them know about our difficulties. We were advised to fill out a Loss Mitigation packet. After almost 2 months of back and forth with that part of the company, we were denied for assistance. In the meantime, we have borrowed the money to catch the mortgage payment up. I have been trying to pay for this for over a week now. Here we are ONE DAY before our home is supposed to go up for sale and no one wants to help me. I call LoanCare to see how much I need to send them to make my mortgage right, they advise me that they can not give me that information, that I have to call the Law office handling the case. I had already called the Law Office last week, Thursday to be exact. They had to request the information from LoanCare. I am going back and forth with them, and now they will not even answer my phone call or call me back. It 's almost like they do n't even want the money for the house! Do they enjoy it when people lose their homes?? I am beyond furious with this company. I have been on hold all day only to be told that no one can help me. The Law Office has contacted them multiple times requesting the amount needed. The least they can do is answer the law office with an exact amount I need to pay so I can get this out of the way and move on. It really is n't that hard.
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| 01/12/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX submitted a request for short sale approval loan care loan # - XXXX, poc contact # XXXX XXXX XXXX XXXX ; email - fax to XXXX, XXXX, or XXXX, XXXXt ; XXXX LoanCare closed their review file in XX/XX/XXXX stating documents needed were not received. The package was sent again on XX/XX/XXXX. The documents were complete, customer service verifies verbally they see the documents but loss mitigation is prompting the system that the docs are needed There is a ready willing and able buyer trying to close by month end XX/XX/XXXX ( we could have closed in XX/XX/XXXX providing further legal resolve ) and the first lien approval extended once already is about to expire. We need to get to closing before foreclosure.
Loan Care is not processing the file competently and we need them to be accountable for the delay, process the file and provide a response asap.
please help XX/XX/XXXX has been processing the short sale for settlement and has all communications documented.
We simply need this bank to process the documents and provide a response asap.
also, banks do not understand the legal listing agreement. they request extensions to this document when they are not needed. Paragraph 4 clearly states the agreement is valid if a contract is entered prior to the listing expiration. please help all banks understand this as it causes delay transaction after transaction.
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| 02/15/2018 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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LoanCare has collected funds for XXXX XXXX XXXX XXXX. Since XX/XX/XXXX. In XX/XX/XXXX Loan Care messed up the loan and they admitted to their mistake. the payment was XXXX there increased to XXXX.monthly claim had no flood when did have flood. I had flood with Selective which is automatic renewable. I was making XXXX monthly payments then in XX/XX/XXXX they return check and stopped all payments. I was able to make 2 more payments over the phone when was helping to fix. Then that stopped. It took them 18 months to fix.
The original Loan was {$110000.00} payed down to {$100000.00} in the process was forced to go through Mitigation so not to lose my home. The results of the new loan is {$110000.00} and increased interest. I have made 2 payments under the new loan now which is XXXX making XXXX payments.
The escrow statement sent on XX/XX/XXXX shows the Flood insurance payment in XX/XX/XXXX for the correct amount. Then got letter on XX/XX/XXXX that insurance expires on XX/XX/XXXX and that the insurance needs to be increased.
This is the same sort of letter sent in XX/XX/XXXX which they forced me into this situation I am in now. I can not go through this again. They sort of punishing me at my cost for their screw up and they trying it again. I tried contracting to no avail with LoanCare. I ask for a different Company that is legitimate with to avail there as well.
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| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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LoanCare took over the processing of my mortgage loan from XXXX XXXX XXXX XX/XX/XXXX. I went through the process of setting up a new account there their process. Now when I try to log in I get an error. I have worked for 4 days with LoanCare to try to get them to help me work through the problems. They continue to lie, make up excuses why things are not working to no avail. It takes 1/2 hour to get through to a real person every time I call them. I have spent over 8 hours trying to work with them on the phone, but they keep telling me to try again in 1 hour, 1/2 hour, next day, but when I try again, the same problem arises. Have be on calls with them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX in the latest attempts to get this solved. It also took 3 or 4 days last week to set up the account. Many problems there, but those have been resolved. But what good does it do to set up an online account if you can not log in?
Also I was set up to make payments automatically with the old mortgage processing company XXXX XXXX and LoanCare says that will continue with them. However the payment has not been processed and I have not been credited with the payment so I am incurring increased interest charges since the payment has not been made. I am concerned if I make another payment at this time, they will all of a sudden process both payments since their IT systems are so bad.
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| 06/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I currently have a mortgage with Loancare. In the past I have had many issues with their online system and payments being taken out in a timely fashion. I would submit a payment and it would take their system sometimes more that 5 days to take the money out of my bank account. On one occasion I was charged an overdraft fee because they said I did not have enough money in my account to pay the loan. I had more than enough money to pay it so this was an error on their part of their system.
Recently I applied for a new loan through XXXX XXXX. I wasn't able to get one because I had too many late payments from Loancare on my record. I was also told by the loan officer at XXXX XXXX that she sees this all the time with Loancare.People apply for a new mortgage and are denied because they have reported late payments on their credit report. I believe this is happening because of their faulty system. I went ahead and contacted the company to try and have Loncare fix this. They refused and said what is reflected on my credit report is correct. I believe that because of their faulty system it is their fault that I have these incorrect reports on my credit report. I would like them to update my late payments. I believe they are incorrectly reporting payments dates to the credit bureau. I have a mortgage through XXXX XXXX for over 7 years and have never made 1 late payment.
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| 10/05/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage with Loancare ( billpay alias " XXXX XXXX '' ) was paid in full on XXXX/XXXX/XXXX ( attached ). Loancare issued a check for my escrow balance on XXXX/XXXX/XXXX ( attached ). I mistakenly forgot to turn off my bank 's auto-pay for the mortgage and payment of XXXX was made to Loancare from my XXXX XXXX bank account, delivered electronically on XXXX/XXXX/XXXX ( attached ). I called the customer service line on XXXX/XXXX/XXXX to request a refund and the customer service agent said that because my loan was paid off, they had no record of the payment on my account and told me I would I have to send proof of payment to Loancare at XXXXXXXXXXXX. Later on XXXX/XXXX/XXXX, I provided, to the indicated email address, my billpay electronic delivery receipt along with my loan and contact information ( attached ) and Loancare auto-responded acknowledging my request and assigning it a reference/ticket number. ( attached ) On XXXX/XXXX/XXXX, Loancare deemed my proof of payment insufficient, requested my bank statement, and closed my request as " resolved. '' ( attached ) Based on the information I provided to them, and the fact that there has never been an issue matching my XXXX bill-payments to my mortgage account, I believe Loancare has sufficient information to locate and identify my errant over-payment and is stonewalling to hold my funds for as long as possible.
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| 10/17/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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Fraud Alert - Misuse/theft of California Mortgage Relief Program {$22000.00} plus which was a monetary award to CATCH UP ON MY MORTGAGE PAYMENTS.
all the attachments are self explanatory monies went all over the place and funds were clearly not used for back mortgage payments payments went up XX/XX/2022 for no reason, no notice, from {$2200.00} to {$2700.00} XXXX per month then latest statement had fees and charges that should not have been charged throughout waiting for approval award {$3200.00} ( 6 months ) defrauded from California Mortgage Relief Program my monthly payments should have went down as a property tax exemption was approved Please note this about the 5th complaint against this lender and results only come with CFPB involvement and in this case I have also advised California Mortgage Relief Program that their funds/award to help me was miss-managed by the lender ( LoanCare LLC ) My property tax and homeowners insurance is included in my monthly mortgage payments to include any shortages also come out of the monthly mortgage payments as there is money left over, after principal, interest, insurances ( 2 ) not to ding me like this, I truly hate this lender they have also blocked me out for when I send them emails, they no longer send me a receipt as received what happened to the unapplied balance????
Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX
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| 11/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a settlement check from my homeowners insurer to settle a homeowners claim on XX/XX/XXXX in the amount of {$45000.00}. The check was made payable to me and my mortgage servicer at the time, XXXX. XXXX was holding the insurance claim funds in escrow pending completion of repairs. On XX/XX/XXXX, before repairs were completed, my mortgage including the insurance claim escrow account were transferred to a new servicer LoanCare LLC. I contacted LoanCare LLC on XX/XX/XXXX and spoke to XXXX XXXX who confirmed that LoanCare LLC received the insurance claim escrow account with a remaining balance of {$35000.00} ( some of the repairs were completed and paid from the escrow account before it was transferred to LoanCare LLC ). XXXX XXXX also advised me that once the mortgage is paid in full, the entire balance in the insurance claim escrow account would be released in the form of a flat disbursement to me. I have now sold the property in question and paid off the mortgage with LoanCare LLC in full on XX/XX/XXXX. I paid for pending repairs to the property with my own funds to avoid delay in closing on the sale of the property. I contacted LoanCare LLC on XX/XX/XXXX to request disbursement of the funds they were holding in the insurance claim escrow account and spoke to XXXX XXXX who informed me that LoanCare LLC WILL NOT disburse the funds in the account to me.
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| 04/04/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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This is a long story, I do not know where to start. In XX/XX/XXXX I started the loss mitigation process with my insurance company, XXXX XXXX. They than sold my mortgage to Loan care which is the worst insurance company I have ever had to deal with! So from XX/XX/XXXX all the way until XX/XX/XXXX, I have submitted a loss mitigation packet every month. Every week I would call to follow up on the progress and they would tell me its with the underwriter and everything is just waiting to go through and than when that 30 days is up they would deny as missing paperwork that was previously sent and now they need all updated information. I have done this now for the past 11 months now. It is like the mortgage company just shuffles my paper work around and than denies it for missing information that had been previously sent. I have tried to contact my point of contact that never returns my calls. I would get reps that seem like they want to help and than they would disapper and/or not open my email. I had to end up claiming bankrputy because of this company! I could not afford the amount because of a lay off and I ended up getting so behind that I had to file chapter XXXX so I could save my house and now I am paying my mortgage and than some and can't even afford food for my family. I would recommend for someone to never use this company and they should be looked into.
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| 11/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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The company ( MyLoan Care ) has been hacked for a week now. There has not been any sort of communication to any members about such issue and that our sensitive information has been compromised. We could have hold off our ACH payment to lessen the issue until they got the issue resolved.
I have been approved for a repayment plan and will just need to sign and mail the agreement page. However, I tried to call twice this morning and I got on a call with a member to verify if there are any other documents I need to submit and what is the mailing address since the instructions mentioned envelop enclosed but there is nothing there.
They also only took out my payment today when it should have been taken out XX/XX/XXXX. However, now that I found out that they have been hacked I am so worried that my bank information has been compromised and SSN.
I have mentioned to the member service that my inquiry might be time sensitive and if there's going to be any grace preriod provided by them since this is not our fault. They don't have any answer except they don't have information right now. According to her, she will be escalating my call or inquiry to her supervisor. They don't know when the website will be available again.
I want to make sure I will be mailing my documents to the right address and submitting all documents needed so I don't go to into foreclosure.
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| 11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/2019 XXXX XXXX Loan number XXXX XXXX XXXX XXXX XXXX, CA XXXX To whom it may concern, I'm filing this complaint regarding the handling of my modification request, by LoanCare, in the hope that you will be able to assist me and get this request approved.
I began the process of submitting paperwork almost two months ago and over the course of this time I have been instructed to resubmit duplicate documents repeatedly. I have submitted numerous months worth of bank statements, check stubs, and expense says over the course of the last month-and-a-half, only to be told on XX/XX/XXXX that my request for modification was denied.
The reason for it being denied was that LoanCare claims I do not have enough Surplus income to support modifying the loan - this is incorrect, as I have over {$1000.00} in Surplus income.
Not only this, but LoanCare claims that my home is not my primary residence. This is also Incorrect and, although I provided them with an explanation and documentation proving that it is my residence - that every homeowner has a PO box at the post office that they pick their mail up from - I still haven't been updated as to the status of my appeal.
It's painfully clear that loan care has their own agenda, with regards to this modification request and I'm asking that you step in and demand that they'd give a proper, correct and thorough review.
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| 02/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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City property taxes were received in XX/XX/XXXX and sent to my mortgage loan servicer, LoanCare, LLC., on XX/XX/XXXX. Payment due by the end of XX/XX/XXXX was not dispersed from my escrow account to cover my city taxes. Additional follow up emails and phone calls were placed with my loan servicer and I was told that the issue would be resolved. In XX/XX/XXXX, I received a notice from the City of XXXX that my XX/XX/XXXX payment was not received and that the property taxes incurred approx. {$100.00} penalties and interest and that both installments ( XX/XX/XXXX. and XX/XX/XXXX. ) of my property taxes are due by the end of XX/XX/XXXX. The notice that was received in XX/XX/XXXX has been sent to LoanCare , LLC on XX/XX/XXXX and I was again told that the issue would be taken care of. This morning I noticed that the servicer of the loan has dispersed a portion of the money in escrow back to me in the form of a refund for escrow overages and now there is insufficient funds in escrow to pay property taxes and home insurance by their respective due dates. This loan servicer pulled the same thing on me last year with my county property taxes and I ended up paying an additional {$100.00} out of my own pocket to pay the taxes that were overdue by 4 month. It should not be this difficult to get a loan servicer to do the job they are required to do by federal regulation.
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| 04/09/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Our Current Servicer sent us a letter that our loan is in default and threatening legal action. We purchased a home on XXXX/XXXX/2016 mortgaged through XXXX. We were provided payment coupons that said that our first payment was due XXXX/XXXX/2016. I sent a payment XX/XX/XXXX to XXXX XXXX plus additional principal payments. A day after the payment was sent, I received XXXX additional invoices, 1 ) Loan Care and 2 ) XXXX XXXX each claiming that they were the ones I should send my payment to. I called both companies on XX/XX/XXXX and both claimed that I should pay them. I was able to get XXXX XXXX to say that XXXX was who I should pay and that the payment made to Loan Care would be transferred to XXXX. I set up auto pay with XXXX, but noticed they did not take the payment out as scheduled by XXXX/XXXX/2016. I called and was told that they have not received any funds and that I was a month past due. Consequently, they could not auto draft my payment and manually took my payment ( plus additional principal ) over the phone. I was not notified by LoanCare that XXXX purchased the loan ( on XXXX/XXXX/2016 ) until I received a letter mailed XXXX/XXXX/2016. Long story short, I have made all of my payments and am still in default on my loan facing legal action. I am also concerned that I will be paying interest on what was paid while they XXXX with the money I sent.
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| 10/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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XXXX XXXX is in violation of CA anti-dual tracking laws and is guilty of acting in bad faith on a real estate transaction. At issue is a short sale request that was submitted to XXXX XXXX and XXXX XXXX confirmed receipt of a complete package. Once the package was complete XXXX XXXX is legally obligated to postpone their foreclosure sale date for XX/XX/18 which they have not.
Additionally on XX/XX/18 the underwriter on the file acted in bad faith when they denied the short sale for a bogus reason of " title issues ''. All lenders understand short sales have title issues and have a legal obligation to work a short sale and provide a short sale approval letter so that junior lien holders will know how much is being offered. XXXX XXXX had a good faith obligation to advise what title issues they were concerned with and allow time to have those title issues responded to. They did not. They did not because they are acting as a foreclosure mill breaking laws and had no interest in doing what they are legally required to do which is help homeowner avoid foreclosure. XXXX XXXX should have their license pulled from CA since they can not operate within CA laws.
Also as notated by the email attached the title issue XXXX XXXX was referring to clearly states they require XXXX XXXX approval letter before they will work short sale which is standard industry practice.
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| 04/09/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My auto payment per month to the LOANCARE company is {$1800.00} but in XX/XX/XXXX they charge me {$3600.00}. So I call them and they said they wo n't charge me in XX/XX/XXXX but they still charge me in XX/XX/XXXX that make me spend over budget and I have to pay the over drafting fee. But luckily I call my bank and they agree to give me back my over drafting fee because it is the first time. Then I receive an email from LOANCARE company saying that they wo n't charge me for XX/XX/XXXX.
After reading that email, I left my guard down so I did n't print out that email and now it is no longer in my inbox. They charged me in XX/XX/XXXX that make my account went overbalance again then they gave it the money back but they did n't give me the over drafting fee. So I have to call my bank again and they agree to give the over drafting fee back to me.
But on the XX/XX/XXXX, they charge me again and now I have to pay the over drafting fee because my bank wo n't give it back to me. So I call the LOANCARE customer again, they said I have to send them an email explaining what happened and they will give me a ticket number then I will wait for their call back for a solution. But they never call me back nor send me a reply email.
I 'm still waiting for their response but now all I get is a letter saying that I have to pay a returned check fee to their LOANCARE company.
|
| 07/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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My former mortgage lender was XXXX, On XX/XX/2019 I received a letter of notification from XXXX that they were transferring my loan to LoanCare , LLC with instructions on where to make payments as of XX/XX/2019.
I followed the instructions, however, I was surprised to receive a letter from XXXX in XXXX informing me they did not receive my payment. I called them immediately and after some research on their part, they discovered my XXXX payment and gave me a new loan #. I entered the new loan number and in XXXX I paid my mortgage with the new loan number and correct address.
Now today, I was shocked to receive a letter informing me that my mortgage pmt is two months past due. Again I called immediately but no matter how many times I followed their automated phone instructions to reach a representative, I was bounced out of the system. I am of course, furious.
I am XXXX y/o, my husband passed almost two years ago and I am struggling to take care of a house and all the responsibilities alone. However, I am doing the best I can and have been diligent about paying my mortgage payment on time. This is so unfair and unacceptable. After checking online, I see that LoanCare llc has a number of complaints against them and I can see why. I do hope you can assist me in resolving this unfortunate situation before it affects my credit. Thank you so much! XXXX XXXX
|
| 08/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
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Our loan servicing was moved from XXXX XXXX XXXX XXXX to LoanCare LLC, effective XXXX XXXX. Our on-time payment to XXXX XXXX XXXX for the XXXX of XXXX, was not posted by LoanCare until XXXX, causing us to pay an additional 12 days of interest. Since that time, all payment made have been electronically transmitted through XXXX XXXX Bill Pay to this company - and all of them have been received by LoanCare prior to the due date, but posted a few days into the month - every single month. We have three other mortgage companies - all paid electronically through the same process, and all of the others post on time. We never had this problem with the prior servicer, XXXX XXXX XXXX. Here is what we have been dealing with : Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX This means that not only are they in receipt of the ACH remittance from XXXX XXXX early or on time - but that all of the other Regions customers that are included in this remittance are also in the same boat. They are not posting our payments timely and are charging us interest for additional days when it is not due to them. Please advise. Thank you.
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| 11/12/2022 |
Yes |
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- Trouble during payment process
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Web |
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I would like to file a complaint about Loan Care mortgage company. I have previously filed a complaint about this very same issue ( XXXX ) but I don't believe it was properly investigated. I believe because of my original complaint with the CFPB that it was rushed and not thoroughly looked into. My original complaint is about a payment I made on XX/XX/XXXX that came out of my bank account on XX/XX/XXXX. I have attached a letter from my bank confirming that. From loan care 's end they reversed the transaction but I never received a refund. That payment was to be applied to XX/XX/XXXX. In their response to my first complaint they said that it was applied, but the payment history ( attached ) they sent me shows that my next payment made on XX/XX/XXXX which was a double payment was applied to XX/XX/XXXX and XX/XX/XXXX. I tried to reach the case worker multiple times to try to resolve this issue but have never been able to make contact with her. I have since opened a new ticket with loancare on XX/XX/XXXX but have not been able to talk to anyone who knows what is going on with this issue. It has been over 2 months and I have not had any resolution to this matter. It feels like they have stolen XXXX dollars from me and left me in a bind and that they want to take my house. I would just like this matter resolved and my mortgage statement brought up to date.
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| 01/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I am unable to contact XXXX MyLoanCare either through their website or by telephone for website assistance. In XXXX of XXXX they did not process my loan payment in a satisfactory manner. The charged me a late fee. I was able to contact them at the time by telephone and provided dates and information to dispute the late fee. They removed the late fee. In late XXXX I checked my credit report and they had reported me as being over 30 days late with my XXXX Payment. I have not been late with any mortgage payment in over 20 years. Nevertheless, I did not challenge their report at the time, even though they admitted by dropping the late charge that I was not late. In XXXX of XXXX, I was able to make my XXXX payment online, after much difficulty connecting to their site, Since they have proved to me they are unable or unwilling to process mail payments in a timely manner, I believe it is essential to make my payments on line to receive confirmation at the time of payment. I have not been able to contact XXXX.Myloancare either online or by telephone. Since that time I have not been able to get back to my account online, nor have I been able to reach anyone regarding my not being able to get to my account online with anyone at XXXX XXXX.My Loan Care either by phone or online. My impression is they seem to want to avoid customer contact to resolve any problem.
|
| 07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My problem is not with my current mortgage company ( XXXX : NMLS # XXXX ). My issue is with the original loan company ( Loancare MLS # XXXX ).
Apparently my loan was sold at the beginning of the year. This happened without my knowledge as the documentation sent to me made it sound as though the mortgage was being transferred to different departments withing the same company. As such I continued to submit my payments ; via bill pay, to the same organization.
It was not until my new company ( XXXX : NMLS # XXXX ) threatened me with foreclosure that I realized my payments were not going to the right place. I immediately contacted my original loan ( Loancare MLS # XXXX ) company and reported the missing {$7600.00}, and opened a case to have those funds either returned to me or forwarded to my new loan company.
The original mortgage company ( Loancare MLS # XXXX ), refunded {$3700.00}, but then closed my case with a remaining missing amount of {$3900.00}. When contacted they tried to say the refunded everything. I provided them bank statements as well as statements from my current mortgage company ( XXXX : NMLS # XXXX ) proving the original mortgage company ( Loancare MLS # XXXX ) had not forwarded the funds to the new mortgage company.
To date they are refusing to account for the remaining XXXX, and continually close the case when I reopen it.
|
| 06/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
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I have my loan with XXXX -XXXX XXXX XXXX , during the month of XXXX when th Pandemic Covid 19 start I request my loan to be into the FOREVERANCE PROGRAM, XXXX accept and offer me 3 month starting on XX/XX/XXXX, XX/XX/XXXX until XX/XX/XXXX.
On XXXX XXXX tranfer my loan to the company Loan Care, this company send my a letter to offer me an extention for the Foreverance Program, and I agree for 3 additional months until XX/XX/XXXX.
But Loan Care Report to the 3 Credit Bureaus that my XXXX payment as late payment, and destroy my excellent credit report and scores, I never been late on my payments.
I call Loan Care and they told me they will be fix this mistake inmediatle and apologies for the mistake, I still waiting but they never fix the problem and they report again to the Credit Bureaus, causing more damage on my credit report for second time now my credit from over 700 credit score point appear as a miserable report of XXXX, all my lines of credit has been affected.
I have all proof to summit to who and need this.
I already spend hours and hours trying to solve this matter with loan care multiple employees and always they said they will fix but after almost 3 months they do not solve the problem and my finance economic is destroy.
Need please to who correspond to help me to solve this problem ASAP.
Thanks.
XXXX XXXX.
XXXX XXXX XXXX
|
| 10/17/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Hello, My name is XXXX XXXX, my Loan number # XXXX. Im writing concerning of how your company has handled my mortgage, and questionable business practices. Ive been deceived by your company, mortgage representatives, and legal counsel. I would like to speak to someone from a corporate representative concerning this situation. I was making payments up to XX/XX/XXXX, then was told by Loancare that they are now mortgage handler and to suspend payments until XX/XX/XXXX due to paperwork and processing. XX/XX/XXXX arrives and im informed Ive defaulted due to 3 months of nonpayment, and in forclosure?!? Now apparently my home was sold on XX/XX/XXXX. Ive had communications with Loss Mitigation, and the attorney involved, both implied that a solution could be made to the situation. Neither gave notice it was up for auction, or lose my home. Ive been told today by XXXX XXXX XXXX attorneys office they were in favor of restarting the loan and resume payments. Today XXXX XXXX emails me stating that it was sold in XXXX, and that Ive lost my home and to contact the attorney??. This is outrageous! I cant believe this is how Loancare operates, its inhumane and unethical. Im consulting an attorney on my legal options, and other avenues to keep my home. Im XXXX, retired and now will be homeless. I appreciate any assistance in this matter.
XXXX XXXX XXXX XXXXXXXXXXXX
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| 07/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My loan was set up with LoanCare LLC in XXXX of 2017 I made my first XXXX 2017 Payment early in late XXXX . They accepted my payment for XXXX but I started having trouble in XXXX 2017. My wife had made a payment and mistakenly put her name as the payer. The payment for some reason was returned. Since then, I have paid over 4 times with 7 of my payments being reversed. reapplied and reversed. It has been a nightmare to try and pay my mortgage company. I made a payment for XXXX and XXXX , which was finally accepted by LoanCare, on XXXX XXXX 2017. For a whole month there was no reversals of the payments. On XXXX XXXX 2017 I made Payments for XXXX and XXXX 2017. Guess what happened next, they decided to reverse my XXXX , XXXX and XXXX payment then reapply my two payments for XXXX and XXXX thus leaving out XXXX and I am back to supposedly owing them another payment. I do n't understand why this is happening. I talk to my bank and they do n't show any record of rejected payments. I talked to LoanCare and all they tell me is that its the bank or that I have Non Sufficient Funds. I am struggling to make my payments on time even though i am making them on time. This should not be happening. If anyone has an opportunity to work with LoanCare LLC please do n't, Save yourself your money, time, and high stress
|
| 06/13/2017 |
Yes |
|
- Trouble during payment process
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|
Web |
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My problem is with Loan LLC . In XX/XX/XXXX I paid two mortgage payments to LoanCare s o that I can get advance my payments. In XX/XX/XXXX I pai d two payments also ; I did n't know early payments was n't allow. I checked my payment histo ry one day to learn that the two payments were returned to my account only they never put into my account. The payments were both {$620.00}. I talked to LoanCare about the money, and emailed them XX/XX/XXXX They told me to give t hem 5 business days. They said if I wrote about the same problem it will slow them down. It has been about 45 days now and I have not heard nothing about my money. If I had my money I could go on and pay the one month I 'm behind. These people have made my credit bad by reporting me for late payments and not paying on time. My payments were due in the XXXX and I was paying on the XXXX . I was paying by money order when I first started paying and the XXXX money order was never cashed. I deposited that money order in XXXX . They are the worst company to work with. My credit should never have been an issue, it was the company that had my money ; by right I 'm still a month ahead but they have harasse d about being two months behind ; although I 'm just one. They have sent me foreclosure letters. I have tried to apply for Loan Modification and still nothing happened.
|
| 10/27/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
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I noticed that Loan Care wrongfully charged me twice for my full property tax in XXXX year, increasing my payment from XXXX to XXXX This can be seen on the attached Escrow Disclosure document on page XXXX.
I filed an email complaint on XXXX/XXXX/XXXX given them my XXXX tax form and pointing out the error. I was issued ticket number XXXX. I then called and asked for my issue to be expedited and was told my issue would be resolved in XXXX business days.
I called Loan Care after the a XXXX business days and they said it would be handled that night. They said they would call back when it was resolved. They never called back. I would call each week and they would give me a new resolution date each time, ranging from XXXX XXXX all the way to XXXX XXXX. They never would call be back and I would always have to call them. The issue is still not resolved and I am extremely unhappy with the way they have handled this. I am tired of calling them and getting disappointed.
To add to the frustration, I ended up paying the XXXX amount for the XXXX XXXX mortgage payment since I was on XXXX XXXX Loan Care said after the resolution they would refund me the difference. We are now approaching the XXXX XXXX mortgage payment and my payment is still wrong XXXX XXXX XXXX.
I really need some help as I feel they are giving me the run around and not solving the issue.
|
| 03/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage is serviced by LOANCARE, XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX.
Payments has never been late. The payments are made automatically by my bank each month. In XXXX XXXX the regular payment was made in the amount of {$950.00} PRIOR to the due date of XXXX XXXX. The payment was made Electronically and debited my account. I received a pst due email notice from LoanCare on XX/XX/XXXX. I contacted LoanCare. They indicated was never received. My bank informed me it was sent and received. Called back LoanCare. LoanCare asked for specific information, and copy of the transaction information. ALL was sent on or about XX/XX/XXXX. Then, I followed up next day but they said is not sufficient. I immediately made an extra payment to allow me time to follow up. I sent more information later with a letter from bank. Few days later, LoanCare said the letter was not sufficient! I followed with my bank, which sent ANOTHER letter directly to LoanCare on XX/XX/XXXX, based on LoanCare direct request. I sent a copy of this letter to LoanCare as well on XX/XX/XXXX! LoanCare has the necessary information to track my payment- all!! however, LoanCare is yet to apply my payment. The company is earning interest on my money, small might be..it is MY MONEY! imagine doing the same to XXXX... then you have good amount setting somewhere earning interest for someone!!
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| 12/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2019, I purchased a vacant home insurance policy from XXXX. I paid the first premium of {$560.00}. The vacant home insurance was necessary as my existing policy was due to expire XX/XX/2019 and the sale of the home was not closing until after that date ( between the XXXX and XXXX of XXXX ). Unbeknownst to me, unrequested by me, and undesired by me, XXXX/Loancare on XX/XX/2019 inexplicably sent a payment of {$2600.00} constituting the entire year 's worth of premium to XXXX. This overdrew my escrow account by a significant amount. I found out about it on XX/XX/XXXX. I assumed XXXX had made the withdrawal. I contacted them XX/XX/2019 and they assured me they had not requested that payment and that they would return it and it should be redeposited in my account. As it is impossible to reach anyone at XXXX by phone, I sent two emails to them asking about the payment. I never received any response from them. It is now XX/XX/XXXX. My loan is due to close TOMORROW and XXXX is still showing an overdrawn escrow balance and is asking me to pay it off and then increase my mortgage payment going forward. It should not take an entire month to correct this problem. Also, the Loancare/XXXX website looks like it was built by a 3rd grader learning to code. I can't wait to pay off this loan and I hope to never have to do business with these morons again.
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| 08/19/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My monthly loan payments ( w escrow ) are made from XXXX XXXX XXXX XXXX from XXXX. KS through their bank webpay. This process has been ongoing without issue until XX/XX/XXXX. The usual payment of {$1400.00} was sent from XXXX XXXX XXXX XXXX as usual into LoanCare and was cashed on XX/XX/XXXX. Loan Care claims that they didnt received the payment???? I became aware that the payment was past due in early XXXX in reviewing my monthly statement. Since early XXXX I have called loan care ( XXXX XXXX ), I have emailed them, I have even attempted to get assistance over social media. The last email I received asked for copies of the cashed check ( front and back ), of which I informed them the bill pay does not use actual checks, the payments are made electronically. I also received an email stateing that they just received a XXXX check on XX/XX/XXXX, however that was the XX/XX/XXXX mortgage payment ... .that was not the missing payment. ( XXXX ) I have used what savings I have to bring the loan current, however loan care seems un-interested in finding my missing payment and I am reaching out for assistance. As a XXXX Veteran I can not afford to have this amount of money be stolen from my family. XXXX, My property manager is XXXX XXXX of XXXX XXXX. These are his banking documents from XXXX XXXX XXXX XXXX. Their phone number is ( XXXX ) XXXX XXXX XXXX XXXX
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| 02/20/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Last year, we had two significant hailstorms, and my house required substantial repairs. My insurance company paid for the repairs but required my mortgage company to co-sign on my check. I sent them three checks valued at : {$1400.00}, {$2800.00}, and {$23000.00}. They withheld 10 % of the total value of my claim ( {$4700.00} ) until the work was 90 % complete. They must inspect all work before they disperse portions of your insurance check. Several of my fellow soldiers on XXXX XXXX warned me that this company was taking their money and placing it an interest-bearing account then refusing to disperse the money when the work was complete.
On XX/XX/2019, we contacted LoanCare to get an inspector to my home. They failed to send an inspector for nearly two months and refused to allow me to speak to a supervisor. I've requested an inspector every week since and to talk to a supervisor and they continue to ignore my requests. They typically say, " it's been escalated, '' or " there's no supervisor available you one to call in 48 hours '', and " the vendor hasn't responded. '' Despite my frequent requests, there has been no inspection scheduled, no supervisor has ever contacted me, and the remaining funds have not been released. I need to pay my contractors and shouldn't suffer consequences because of the company 's inability to assign an inspector.
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| 03/18/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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We were in the process of selling our home. I was in contact with the company due to the fact that we were having trouble obtaining a payoff. I informed the company that we were selling the home, I called and notified the company. I was told it was noted in the account. The closing attorney requested the payoff at the end of XXXX and because he did not get a response, I had to call and finally received a payoff. We closed on the home on XX/XX/XXXXand the mortgage was paid off onXX/XX/XXXX. Regardless of my communication our credit report was hit. I am under the understanding that this will be on my credit report for 3 years. I want it fixed. I was in communication with the Mortgage Company.
I did my part, it is out of my control when the check is sent to pay the mortgage, and the fact that the mortgage company did not provide us with the payoff. I notified them that we were closing on the home, and I do not feel I should be hit on my credit report because they were not able to honor my efforts. I explained that the reason for selling the home is that I did not have the money for the mortgage, thus why the issue. Also, they filed for foreclosure on the XXXX home. I received paperwork. We never missed a payment, we may have been late but made the payment within the month. I told them we were selling the home. How in the XXXX does that make sense?
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| 02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since about XXXX I have been trying to resolve escrow issue. My insurance information was sent out in a timely matter, LOANCARE says they did not receive and purchased insurance on my behalf, Me, my carrier and my agent all sent insurance copies. They had to get copies when loan was sold. I have emails Where we mailed a second set to them XX/XX/XXXX. They did not do a new escrow analysis. It was not unit my XXXX payment did they adjust escrow even though I have called several time since XXXX. In XXXX I was told when account was current, previous person said they would fix escrow, they would send extra escrow out. In XXXX I called and was told I had to request it, which we did. Today I am on the phone and they are telling me they have to do an additional escrow analysis and then request me to be reimburse. In XXXX, XXXX and XXXX they did not tell me the extra money I sent in that they put directly to curtailment could of offset this mess, XXXX person tells me it is to late. Every time I call I get a new story will some reason they wont send me back my escrow excess. Everyone tells me they will escalate everything and no one calls back or does their job. People should not be treated like this. XXXX XXXXLoan Care are awful.
XXXX says she will get check cut and sent out overnight ... ... ... She can not answer why my XX/XX/XXXX email was ignored.
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| 05/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, We refinanced our home with XXXX XXXX XXXX XXXX, XXXX in XX/XX/XXXX. Our closing date was XX/XX/XXXX. We have an escrow account set up with XXXX XXXX XXXX XXXX, XXXX. Our loan is serviced by LoanCare LLC.
Our School taxes for XXXX were due on XX/XX/XXXX. On XX/XX/XXXX I had contacted the XXXX XXXX XXXX Collector ( XXXX XXXX ) for a copy of our Tax Statement. That's when i found out that our School Taxes weren't paid and are now delinquent. I contacted LoanCare , LLC on XX/XX/XXXX and opened a case ( Ticket # XXXX ) with them. Since then I have contacted LoanCare , LLC multiple times via phone and secure message but as of XX/XX/XXXX our school taxes still haven't been paid. LoanCare , LLC disbursed a payment on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. All 3 times the County returned the payment because the amount was incorrect. The penalty is increasing with every month that the school taxes aren't paid.
Taxes Due as of XX/XX/XXXX : {$8500.00} Taxes Due as of XX/XX/XXXX ( including late fees and penalty ) : {$9800.00} If not paid by XX/XX/XXXX - taxes due will be {$9900.00} I want LoanCare , LLC to pay my taxes ASAP and only charge me the original amount {$8500.00}. The penalty, late fees and any other charges should be paid for by LoanCare , LLC because this was an error on their part.
Please help me resolve this issue.
XXXX, XXXX
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| 04/27/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I called on Friday, XX/XX/2021, to make my payment. Every person I spoke to refused to process it. A few of the representatives we're XXXX id # XXXX, She transferred me to XXXX at XXXX id # XXXX, then XXXX id # XXXX, and finally XXXX at XXXX. After being bounced around as usual and extended hold times, I decided to call the number of XXXX id # XXXX. He called and processed my last made payment on XX/XX/2021 after your company took almost 60 days to respond to my last complaint in XXXX. The number he gave me and told me was his direct line turned out to be just the HELOC line which obviously is of no help. Finally I called the number XXXX and ext. XXXX for XXXX XXXX, who is supposed to be my contact for issues after my last complaint in XXXX. The message says " she is at home '' and does not even allow me to leave a message ( not very professional or helpful to say the least ). I then called back XXXX which is the number for the Office of the Customer and left a message on the general mailbox stating that I would file this complaint today, again, unless someone called me today. Nobody called so this is my only option. I will continue to file these complaints if nobody is capable of processing my payments. I'm just trying to pay a debt here, which has already been charged off. Worst customer service I have ever experienced in my life, bar none.
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| 12/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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In mid XXXX, I asked my loan servicing company, Loancare to please help me as I could not make the complete mortgage payments due to XXXX and a reduction of income and pension. Since XXXX, the mortgage company has had us in a spiral process of requesting many pieces of documentation to support an application for modification of the loan. Upon not hearing about any final decision from the servicer Loancare for a modification request, whether they would or would not modify my loan, I hired XXXX XXXX XXXX XXXX ( an attorney ) in XX/XX/XXXX to assist me with a modification request and representation. It is now XX/XX/XXXX and Loancare has still not returned a modification response. I have recovered my income from self-employment and my company from which I retired reinstated my pension award as of XX/XX/XXXX. I would like to make a payment agreement with my mortgager but they DO NOT respond to the attorney nor myself. All they continue to do is say that documentation provided in the past has expired and to resent documentation. The documentation has expired because they continue to let time elapse and do not respond to modification requests. Now our home has fallen into the foreclosure process. We really wish to not lose our home. We need Loancare to respond by making a payment agreement or modification agreement so that we can resume payments.
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| 11/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Home Owners Insurance premium payment is due on XX/XX/2019, failing which the insurance coverage will be terminated and I will be out of coverage. The amount for the insurance are escrowed and there is sufficient funds available in my Escrow account to cover for these payments. However, the MyLoancare has not yet made any payments to my insurance company.
When I reached out to them today, they tell me that there is a service hold on my account and that my payments are not going to be made on time. The customer service agent couldnt not provide any more information beyond this and they were not sure if the payments were going to be made on time. This is totally unacceptable. Am I supposed to be following up and finding this out the last day myself? What if I never called up to check the status? Would I have never been informed that my escrow payments are on hold? I have opted for E-statements and e-communications. So if they ever notified me of any such delays, I would have instantly received information about it. So far, I have not received any communication about it through email or by postal mail.
And most importantly, what is MyLoancare going to do if my Insurance is cancelled? Am I supposed be staying without insurance coverage? Who is going to pay late payment fees or any increase in payments now because the renewal rate expired?
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| 10/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Back to XXXX 2020 my mortgage company send a letter to me with proposition to go to the forbearance plan and I accept it because I have to go for the XXXX I had XXXX XXXX XXXX XXXX XXXX XXXX for last 5 years.They said when that period will end I can go back on the track and still make a same payments and they will put a missing payments on the end of my mortgage, When that plan was ended I call them and I got completely different information they told me that I have to pay them full amount or they will refinance the mortgage and I have to go on the trial plan for 3 month and make them payments for {$800.00} My payments before was XXXX XXXXI agree to that and make those payments for 4 month when I call them to make a next payment they told me they cant accept it because they have to do some title search and I have to sight some form I was patiently waiting for calling them and finally got it 3 month later.I sight that form and returned to them they told me they gon na get back to me but they didnt do it.I have to go to XXXX for 2 month because of my family emergency matter get back and receive XXXX XXXX XXXX.I hade my phone with me all the time they got my email address, no one ever contact me with any instructions.I asking you to step in and help me to resolve that problem .I really have no any problem to make my monthly payments.Thank you
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| 07/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Our mortgage on the property was around {$1500.00} a month. Over the course of last year XXXX first increased the mortgage to {$1700.00} a month citing an escrow shortage of {$11000.00} in XX/XX/XXXX. Due to the increase, vacancies, and a deadbeat tenant, I fell a month behind for several months. As soon as I got current with the mortgage in XX/XX/XXXX, they increased the mortgage to {$2400.00} a month, citing another escrow shortage of {$9000.00} found inXX/XX/XXXX.
It did not seem reasonable, logical, or even possible, to first have an {$11000.00} escrow shortage, never mind having another {$9000.00} escrow shortage just three months later ( and as the same time as I had caught up ). At this point, I stopped paying the mortgage.
The loan was transferred to Loancare who is claiming another escrow shortage of {$4300.00} from XX/XX/XXXX due to an increase in home insurance. They have hired the XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , XXXX, RI XXXX ) to start the foreclosure process.
All of this started after the housing market pulled out of the recession. My building is worth a lot more than what I had purchased it for almost 20 years ago, and is definitely worth a lot more than the balance of the mortgage. I believe this is a clear case of equity stripping. They are just going to keep raising the mortgage until I go under.
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| 08/05/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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We have appealed our real estate tax assessment with the taxing authority in XXXX, GA. That appeal is in process. The appeal places the property in a tax abeyance posture. Nonetheless, LOAN CARE -- the mortgage servicer has made tax payments, over our objections, to the taxing authority creating an escrow shortage. We have sent timely notice to the mortgage servicer advising them of the tax status, and urging them to -- not -- make any payments to the tax authority because we owe no real estate taxes. We have also supported the " no-tax due '' status by supplying letters from the tax authority and the local Superior Court informing that no taxes are currently due, and that the appeal remains active. Despite these numerous communications, the mortgage servicer refuses to apply our correct amount payments to the account, and the mortgage servicer continues to impose erroneous and punitive charges to the account. WE HAVE THE FUNDS TO MAKE THE PAYMENTS as we have continually during this dispute. The mortgage servicer has employed a debt collection law firm to foreclose on our home. We have made contact with the debt collection law firm under the FDCPA, but the debt collection law firm has refused to act, and it continues to move forward with foreclosure actions. The entire organization is conducting itself illegally, to our harm and detriment.
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| 12/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The servicing of my mortgage note was recently transferred to LoanCare. Why, as a consumer, do I not have a say in the company servicing my mortgage? I have had several mortgages in my lifetime and all of them have been consistent with one another until now. I had no say in the matter and as of now, have no choice but to accept LoanCare as my current mortgage servicer. The problem I have is that I have become accustomed to the grace period of 16 days. Monthly mortgage payment is due on the XXXX of the month and considered late if payment not received by the XXXX of that month. Now that I am stuck with loancare, and have no choice, I am being charged to make a payment unless I apply for auto withdrawal out of my account or make an online payment by the XXXX of each month. How is this possible? I have been paying my mortgage on time by the XXXX for years. All of a sudden out of nowhere, the servicing rights of my mortgage change and now I have to pay a fee in order to make a payment? This is absurd. How is it not law that servicers can not charge a fee unless payment is received after the XXXX of the month? It should be the same across the board. I don't want to work with loancare. I want a new mortgage servicer. How do I make this change? Please advise as I refuse to pay a fee if I want to make a mortgage payment on the XXXX of each month.
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| 09/19/2019 |
Yes |
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- Trouble during payment process
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Web |
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I received an automated phone call from loancare to return their call regarding my mortgage account. I called them back and a lady said that I posted my payment for XX/XX/XXXX which would have been a day late. So, I had her cancel the payment for XXXX XXXX and paid it on XX/XX/XXXX. Before getting off the phone with the lady I made her double check to make sure the payment for the XXXX was cancelled and she assured me that it was. Yesterday, XX/XX/XXXX my husband stopped to get gas on his way home from work and his debit card was declined. He checked his account and it was over {$1000.00} overdrawn. Loancare had processed the payment for the XXXX. I then called them again on the XXXX and they said I had to submit proof that it was taken out of our account. So I emailed them our bank statement right then. Then I called again this morning. XX/XX/XXXX. I spoke with a manager. He told me that they had to file a reverse payment request and that it could take up to 5 days to process. So now my husband 's bank account is over ONE THOUSAND DOLLARES overdrawn plus an overdraft fee. Now he can not get gas for work and we cant pay our other bills or buy groceries. I checked on the XXXX and they are not accredited and have so many complaints. Something needs to be done about this mortgage company especoally since they are handling cha mortgages etc.
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| 06/23/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage was sold to LoanCare In XX/XX/XXXX. A XXXX company XXXX XXXX XXXX XXXX XXXX, VA, XXXX. I received a statement from them stating that my escrow account was increasing {$40.00} monthly due to my property taxes effectiveXX/XX/XXXX. - I sent several emails to them and provided them a copy Notice of Value for XXXX. XXXX County has assessed my taxable value for this year at XXXX. I did n't dispute this assessment. LoanCare is using a taxable value of XXXX ( purchase price ) which is more than last year ( XX/XX/XXXX) which was XXXX. XXXX XXXX XXXX who sold the loan told me that my taxes would be {$800.00} quarterly - LoanCare has quarterly taxes at {$940.00}. I called the County Assessor and spoke with Appraisal department and went over the math with them and informed LoanCare on all of this and requested a Advocate that their website claims to offer for assistance. They responded stating that my documentation was not sufficient and no action will be taken and the ticket numbers ( s ) are closed. They are requesting the tax bill but they are aware that they do not send them out until XX/XX/XXXX. I should not have to pay the initial escrow - for them to hold my funds and as the previous year ; just to send me a check for over {$600.00} because I have an overage in my account. Your assistance and cooperation is greatly appreciated.
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| 06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare failed to pay my property taxes as promised by their representatives. Now, I am charged with delinquent fees and the original property taxes. The representatives promised that Loancare will assist me with paying all of the property taxes, secured and supplemental taxes. The representatives promised that Loancare will use my escrow account to pay the taxes as long as I submitted the tax bills using their online portal before the due date. Loancare committed to pay all delinquent fees if they do not pay the tax bills on time.
I sent in my tax bills using their online portal on XX/XX/2023. The due date was XX/XX/2023. I even received a confirmation email confirming they have received my tax bills. I did everything the representatives told me to do.
On XX/XX/2023, I saw that my tax bills were not paid and I was charged delinquent fees. I spent over 42 minutes on the phone with Loancare. I was bounced around between at least 3 representatives before the last one finally made an escalation ticket. All of them repeatedly denied the commitments to pay for all submitted taxes and delinquent fees.
I have till XX/XX/2023 to submit the supplemental taxes and delinquent fees Loancare failed to pay for me. I am requesting assistance from CFPB to enforce the commitments made by Loancare.
They violated their financial commitments to me.
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Mortgage was transferred to LoanCare on XX/XX/2020 from XXXX XXXX XXXX ( XXXX ). My Mortgage payment was sent electronically by XXXX on XX/XX/2020 and paid {$1800.00}. Delivery time was 2 Days, Transaction Number XXXX. The Account number that was used was the old account number under XXXX # XXXX, because they never sent a new account number number until I had already made payment. I think everything is fine until on XX/XX/2020, I start receiving calls that I have not made my mortgage payment. I call LoanCare and explain, that I made my payment, and provide details. I keep getting telephone calls. I go to XXXX, and request proof of payment and email it to them. They assign it to to a research analyst and ask for 48 hours. During this time I still get telephone calls to call LoanCare. I sent another email with proof again and they assigned another research analyst. I call again and am able to get through on XX/XX/XXXX and am able speak to XXXX at XXXX for 53 mins and explained the problem. They had posted my payment to another account. My new A/C is XXXX. They were able to apply my payment to my account. However, the payment is posted to my account on XX/XX/XXXX, not when they received it. She told me not to worry. I said that is unacceptable ; I paid on-time. That needs to be corrected. I have sent emails and they have not corrected.
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| 01/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I started to contact loan care back in XX/XX/XXXX. I stopped to make payment in XX/XX/XXXX. I had car accident on XX/XX/XXXX, and after it was struggling for my sickness. I bought the full coverage, and paid off the car loan. But I never thought I did not get paid until today. So I sent the loss modificaiton process, and kept can not reach the person for my case through loan care. So I hired the XXXX XXXX XXXX for helping me as the witness for my case. It kept saying that no documents received. The law firm told me to file the bankruptcy to postphone the sale time, and wait for loan care to give me the new plan. But I got the sale news through flyers again. I hired another Premium legal service to help me. Again they did not do anything just asked me to file bankruptcy again. But the result is nothing done, and my house sold on XX/XX/XXXX. Loan care closed the modification case for no documents filed on the same sale date. I felt this is dual tracking and loan care should not sell on that day. And also I had grandma and grandfather illness and passed away in XXXX. I am the XXXX XXXX for my parents, and I had to go back to XXXX on XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX Now there is no one can help me to get my house back. I need correction for my process.
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| 03/25/2023 |
Yes |
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- Trouble during payment process
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Web |
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XXXX mortgage sold our loan to LoanCare ( XXXX ) on XX/XX/XXXX.
We applied and were approved for HAF of {$16000.00}. Loancare received the funds but waited weeks before allocating the funds. Eventually, Loancare applied HAF funds of {$16000.00}. However, instead of our balance being decreased to reflect the payment, the new balance went from {$470000.00} what {$470000.00}.
Additionally, under RESPA, LoanCare was not allowed to report the account to credit bureaus for 60 days during the transfer. Our loan was transferred on XX/XX/XXXX and LoanCare reported delinquency of 90 days on XX/XX/XXXX. LoanCare reports the account as having been opened on XX/XX/XXXX ; however, they were NOT our loan servicer until XX/XX/XXXX ; the credit bureaus reflects that LoanCare opened the loan on XX/XX/XXXX ; whereas, they have restarted the loan.
LoanCare violated and reported the account to credit bureaus before 60 days. As a result, they reported the account delinquent for 90 days during XXXX, XXXX and XXXX and charged late fees whilst they held the HAF funds.
Additionally, XXXX mortgage transferred our loan with an ending SURPLUS ESCROW and LoanCare never refunded.
We never requested to refinance. We never requested to be transferred. We were in forebeafance during the transfer period and LoanCare is attempting to profit on government funds.
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| 10/23/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am filing this complaint against my mortgage servicer Loan Care/ XXXX XXXX XXXX for committing DUAL-TRACKING. Presently, Loan care has my complete loss mitigation application under review, I attached a letter dated XXXX XXXX, XXXX from Loan care confirming my loss mitigation application is complete. I just received notification that a foreclosure complaint has been filed against me with Superior court of new jersey XXXX county on XX/XX/XXXX. Per CFPB article dated XX/XX/XXXX CFPB Rules Establish Strong Protections for Homeowners Facing Foreclosure, Loan Care/ XXXX XXXX XXXX is in direct violation by filing this mortgage complaint against me.
Please see attached loss mitigation letter from Loan care and foreclosure complaint filed with the State of New Jersey.
Loan care has committed DUAL-TRACKING. Presently, there is an loss mitigation application complete and under review with Loan care, no decision has been made or either an option for me to appeal the decision. Loan care has committed dual-tracking filing this complaint while loan modification/loss mitigation is pending review. I attached all documents to this complaint as proof. This is clearly a direct violation by Loan care and I want to pursue legally.
I am filing this complaint to help stop this from happening to other people specifically dual-tracking. Please help me.
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| 06/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This mortgage is held by Loancare for a residential property at XXXX XXXX XXXX, XXXX XXXX CA, XXXX. I have had a mortgage with Loancare for several years. It was refinanced in 2009 and at that time an error was made. I own another home, at the address : XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX, which is financed by another bank. However, somehow, when i refinanced in 2009, the XXXX XXXX property Deed of Trust got attached to the XXXX XXXX property, in error.
I need that Deed of Trust for the XXXX XXXX home, which has been attached to the XXXX XXXX home in error, to be released to me from the XXXX XXXX property so that I can complete the sale of the XXXX XXXX house.
My Title Company and I have been calling Loancare for more than one month, many times each week and they simply tell me that it is being researched. On several occasions, I've been told the matter would be resolved within a few days and I've been told that I'd get a call back. But nothing has been resolved and I've never gotten a call back.
I need to have the deed of trust on the XXXX XXXX house released immediately.
I am hopeful that you can assist me in getting this resolved. Loancare has exhibited the WORST customer service that I have ever experienced and I would never use them again for any business transaction.
Thank you for your help.
XXXX XXXX XXXX XXXX XXXX
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| 06/15/2019 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX my monthly mortgage payments went up {$700.00} a month, and my mortgage company Loancare A ServiceLink company told me because my taxes went up. I got my tax information from my city they said they never went up and never falsely reported that to my mortgage company. I paid two months at the higher rate, and phone in multiple times. Finally after I emailed documents into the company they adjustmented my payments back down to what they should be. The same scenario is happening again. My payments have gone up by almost {$400.00} since XXXX of XXXX. I called in, their customer service department told me the had the wrong calculations for my XXXX taxes and I need to pay the money back to my escrow. The math when they were explaining it over the phone to me did not add up, especially because my taxes have not hardly changed at all in the last three years. They transferred me twice to a line that led to no one. I emailed their customer service department today XX/XX/XXXX my XXXX tax information. I have very little confidence that they will correct the situation, and I am concerned with the way they were trying to bamboozle me with the math over the phone. I had a friend of mine in the mortgage industry look at the mortgage, and she said my loan was simply put shady. I need assistance looking into this issue, thank you so much.
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| 03/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred from XXXX XXXX XXXX XXXX to Loan Care service out of XXXX XXXX, VA. around the end of XX/XX/XXXX. I was paying a biweekly payment so that I could pay down my mortgage earlier than the 30 year maturation date, which meant two payments in XXXX on the XXXX and XXXX. With the switch to the new company, I received paperwork that said the payments would be bumped to the XXXX and XXXX but no action was needed on my part. The XXXX past with nothing happening. I received an email from the company saying something about the original loan number being off and that the first payment would come out the XXXX. Nothing happened. I called on the XXXX to complain and figure it out, after sending an email that no one replied to. This company is almost impossible to get a hold of and requires hours on the phone of wait time to get a hold of the proper person. After a half hour on the line, the lady took all my information, reassured me that a payment would come out on the XXXX and then XXXX for XXXX and then would be every 2 weeks after that like before. Well, XXXX payment came out but none on the XXXX..Complete incompetence. I called Monday XX/XX/XXXX and waited hours to talk to someone - finally, I had no more of MY time to wait and had to go. I am still waiting for a resolution to this situation from this God awful company.
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| 10/07/2023 |
Yes |
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- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
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These people were my pastors and when they got kicked out of the home they were renting and I told them to come and move in with me until they find another home to go to. They did move in and asked me to sign some papers saying it will help the pastors wife to build credit. Since I trusted I signed believing I was helping the family and did not question what it was due to our trust. It turns out that the document I signed was a quit-claim deed removing my name the title of my home. My name is still currently on the loan. One day, the pastor told me the house is not mine that I needed to leave my own home. He called his friend, a police officer, to tell me that the property is the pastors and I was escorted from my own property. The officer did not file any report that was given to me. On XXXX of XXXX I checked my credit and I saw they were not doing any payments for 8 months and I called the mortgage company and they told me the loan modification was approved. I had no part in the loan modification. I did not submit any loan documents and never signed anything. I asked for the copys of the papers that were submitted and they said it was there were no documents submitted, everything was done through a phone call. To obtain the recording, I was told that I need an attorney to request it. They impersonated me to do the loan modification.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been making additional escrow payments for 2 years now. I have been sending separate checks from the actual monthly mortgage and was told to put in the memo field " additional escrow ''. Per my Credit Union ( XXXX XXXX ) they confirmed that all payments that went out for {$50.00} to LOANCARE did indeed have in the memo field that it was for additional escrow. When I received my escrow statement stating it was short I immediately called. I spoke to XXXX who was very apologetic and said he would have those payments applied properly. He also said I should be getting a refund. He said he viewed the checks and verified the memo. When I called 2 days later, I was told by a rep, and then her, superior XXXX XXXX escalation agent ) that they can only adjust the account for 6 months but they misapplied the payments for 12 months. I was also denied an audit on my account from XXXX ( escalations agent ). I am refusing to pay the increase mortgage amount i XX/XX/2022 when I overpaid the escrow. Per my insurance company, my insurance increased {$41.00} from the prior year and my taxes increased a total of {$200.00} from the prior year. I need this resolved. When I continue to make the same mortgage payment due to their error I DO NOT want my credit report to reflect a past due. My current credit score is clean with a XXXX score of over XXXX.
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| 02/25/2019 |
Yes |
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- Trouble during payment process
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Web |
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Good Day, I am providing the email I sent the Servicer LoanCare this morning when I realized two of the 4 payments I made were returned. I was one payment away from being current.
XX/XX/XXXX Loan Care Attn : Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX I am writing as I just logged into my banking account and noticed that I remitted two payments to LoanCare on XX/XX/XXXX and XX/XX/XXXX each totaling {$2800.00} and just realized they were returned. I just called the toll free number of XXXX. Below you will see the payments I made which were to correspond with the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The lady on the telephone in your collections department indicated the payments were returned as they wanted all 5 payments.
As you can see below I made 4 payments which would have made XX/XX/XXXX as being the only outstanding payment and putting me closer to current so I could get back on track.
All this has done is set me up for failure. She wold me I had to email in order to get this researched. I am going to send a notice to the Consumer Financial Protection Bureau as well as I believe it has been mishandled I have attached the screen shot from the bank showing electronic payments processed and my XX/XX/XXXX bank statement showing the withdrawals on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
Thank you
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| 10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on a mortgage through XXXX XXXX XXXX on XX/XX/XXXX. We have been transferred between servicers but are receiving conflicting information ; one bank has taken a payment for us but the current servicer says they don't have any record of us.
- Closed XX/XX/XXXX ; First payment due XX/XX/XXXX - First servicer/funder : XXXX XXXX XXXX - XX/XX/XXXX : Notified via email from XXXX of being transferred to XXXX XXXX XXXX XXXX XXXX MI ) XXXX XX/XX/XXXX : Setup new account at XXXX for online payments XXXX etc - XX/XX/XXXX : Received letter from XXXX that we were being transferred to XXXX XXXX XXXX XXXX XXXX MI XXXX XXXX XX/XX/XXXX - XX/XX/XXXX : Received letter from XXXX they were, in fact XXXX not going to be our servicer and not to send payments for due dates after XXXX - XX/XX/XXXX : Received a second letter from XXXX that they were transferring us to LoanCare XXXX but this time effective XX/XX/XXXX - XX/XX/XXXX : XXXX takes auto-draft from checking account XXXX XX/XX/XXXX : Northpointe lists payment as unapplied funds - Since XX/XX/XXXX, LoanCare LLC doesnt know who we are per customer service. We have received no correspondence from them at all.
- XX/XX/XXXX : received letter from XXXX XXXX that FM has purchased our mortgage on XX/XX/XXXX and they are our servicer, but with different addresses from XXXX XXXX XXXX correspondence.
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| 09/28/2022 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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LoanCare Attn : Credit Bureau XXXX XXXX XXXX XXXX XXXX, VA XXXX Tuesday, XX/XX/XXXX To Whom It May Concern, This letter serves as a request to have the missed mortgage payment note/line removed from our credit report. In XXXX of XXXX and again in XXXX of XXXX, our bank account balance did not exceed the scheduled mortgage payment amount and the payment ( Im unsure which one got flagged ) was missed. We are in the process of catching up on this and as of Friday, XX/XX/XXXX, the account will be caught up.
The way our Credit Union displays transactions, I was unaware that there were any issues in XXXX and XXXX, as all four payments showed up as - {$1000.00} on my bank statements. What we didnt realize is that those actually didnt come out of the account.
As our records show, since we bought our first home in XXXX of XXXX, we have never missed a mortgage payment. This is a hiccup in the process. Additionally, LoanCare payments that we schedule on Fridays ( payday ) are being pulled 5+ days later from our credit union. For a family living paycheck to paycheck as to pay down debt, this makes budgeting very tricky. Were hoping this is an issue we do not encounter in the future and look forward to a speedy resolution.
Please do not hesitate to reach out with any questions.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX
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| 07/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was recently transferred to Loancare ( a XXXX XXXX ). I have an escrow account for my real estate taxes and homeowners ' insurance, the first installment being due on XX/XX/19. I have two PINs assigned to my home and lot. I received a notice in XXXX that a payment had been made to one PIN, the additional lot portion of my property. On XX/XX/XXXX, I initiated a call to Loancare and was given the option of entering my number to receive a call back. I did so and was never called back. On XX/XX/XXXX, I called again, reached a representative, who understood my issue and was assured that the other tax bill would be paid by XX/XX/XXXX ( which would be late ). Today, XX/XX/XXXX, I checked to see that the taxes had still not been paid and initiated another phone call. The representative informed me that there was no notation in my file about this issue, but went ahead and made arrangements for the bill to be paid. He felt that it should be about a week and I should check back. I asked if I could be given a reference number and was told that was not necessary. At this time, I don't know whether a payment will be initiated or not, but it is already overdue. Further, I believe that they have transposed the PINs and amounts so that they are reserved, which my taxing body seems to have figured out when applying what was actually paid.
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| 06/21/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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To Whom it May Concern, I requested an escrow analysis on my loan subserviced by LoanCare, XXXX owned by XXXX. The amount being collected was based off an property tax bill generated based on the out of state residency in SC. I contacted LoanCare XX/XX/XXXX notifying them the amount being collected was wrong and it needed to be adjusted. I never received correspondence about status, progress, or additional documentation that may be required. I reached out XX/XX/XXXX to inquiry about the status.
The tax bill is public record, and all LoanCare had to do was contact XXXX County 's Assessor 's Office to confirm the tax rate. The escrow department did not reach out to the county, and did not reach out to me about the completed analysis with a determination of " no significant change ''. The annual amount decreased by {$3700.00} or XXXX a month. I call that a significant amount extra to be collected on a monthly basis.
As a XXXX XXXX XXXX veteran the additional monthly cost has caused a major strain on my budget, and the poor customer service and blatant refusal to do basic due diligence on the customers behalf is appalling. now I approach the end of the month, with late fees, additional servicing fees, and now the possibility of a 30-day credit notice, while LoanCare performs another escrow analysis with a 7-business day turn around.
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| 01/13/2017 |
Yes |
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- Loan servicing, payments, escrow account
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|
Web |
Older American |
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Home mortgage in XXXX Georgia was financed thru XXXX XXXX XXXX. In the beginning of XXXX, 2016 XXXX XXXX XXXX notified me that my monthly payment was reduced by {$300.00} due to a reduction in the property tax escrow amount ... ..the escrow payment for taxes caused the payment to go from {$920.00} to {$620.00}. I also received a refund from XXXX XXXX XXXX for the excess money that was in the tax escrow account. Shortly after all of this XXXX XXXX XXXX sold the mortgage to Loan Care. I was notified of the transfer in XXXX. Their records did not reflect the reduction in the payment due to the property tax amount. I sent them the first payment in the lower amount with a copy of the XXXX XXXX XXXX letter regarding the reduced payments. A phone call prior to mailing the payment to a representative was not beneficial at all. They stated all the information was not downloaded into their system. They would get back to me in 7 to 10 days. No one from Loan Care has responded. However, I have received additional letters demanding full payment ( {$920.00} VS. {$620.00} ). I received a letter from them indicating my account is 2 months in arrears and I can face losing my home.
I am enclosing a copy of a certified letter that I mailed to Loan Care last week. I have not had any response other than the letter demanding full payment for two months.
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| 11/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/21, I submitted a mortgage payment online ( {$1600.00} ). I believed I had turned off the auto-pay through the app, but I turned out to be wrong. I observed in my checking account that another payment was set to clear on XX/XX/21. The app was misleading in my opinion ( I work in the financial services space and still didn't figure it out ). I contacted the company immediately ( XXXX ) before the payment cleared. The customer service rep said she would try to reverse the payment, but, failing that, they would send me a check to refund the duplicate payment. To date, I have still not received the check. I called two times to check on the status and was told the refund check was issued on XXXX. The fourth time I called about this issue ( on XXXX ), I learned they had the wrong apartment number. The apartment number was corrected, and I asked the check to be expedited. The fifth time I called ( XXXX ), I was told that the check went out on XXXX. As of yesterday ( XXXX ), I still have not received the check. This has punched a hole in my finances. I applied for and was granted a forbearance last month. Attached is a screenshot of the misleading app. ( I was told the draft date, which is the payment due date, is different than the period to which the draft applies. The app should simply make clear whether autopay is ON or OFF. )
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| 02/09/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I purchased a house on XX/XX/2015 of this year. The mortgage was handled through XXXX XXXX XXXX. The Servicer at the time was XXXX XXXX, XXXX On XX/XX/2015 the Servicer was transferred to Loancare XXXX I already filed a complaint regarding the handling of the transfer since they took such a long time getting my account transferred over ( Federal states within 15 days, they took until XX/XX/XXXX before I could actually make a payment.
This complaint is regarding their customer service handling and their website. Since setting up my account at their website, ( www.myloancare.com ), It consistently says I have no Mortgage Insurance, however they are dispersing an amount for Mortgage Insurance.
Upon calling customer service, they told me that none of the information on their website is accurate until an " Escrow Analyses '' is done, and that wo n't be completed until XX/XX/XXXX.
This is unacceptable to me as a consumer that they are handling the payments and disbursements of money for my mortgage on my behalf, yet I cant get any accurate information from my account on their website when logged in under my account. If a company is going to arbitrarily decide who my servicer is going to be for my mortgage without asking me, then it should fall onto the servicer to make sure that information is up to date and accurate, which it is n't.
|
| 01/11/2023 |
Yes |
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- Improper use of your report
- Reporting company used your report improperly
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Web |
Servicemember |
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I am writing to complain about the mortgage company Loancare, Account number XXXX.
Loancare took over my loan in XX/XX/2022. I had called the previous loan servicer to ask to get out of forbearance and start making payments. As my loan was sold, I made the same request with the new mortgage servicer, Loancare. I requested I be considered for the covid 19 loan modification plan. The loan servicer acknowledged my request and agreed to work with me ( they even sent out a letter stating I could resume regular payments ). In a span of almost 2 months, while under loan modification, Loancare sent numerous letters stating I was late, XXXX stated that the loan modification is complete and they must either deny the complete application or submit a written offer for foreclosure. I reached out to Loancare and they repeatedly asked me to ignore any written correspondence because they were all computer generated. In the middle of the loan modification, Loancare submitted derogatory reports to the credit bureau, automatically affecting our ( my wife and I ) credit standing and hindering the purchase of our family vehicle. I understand that mortgage companies have to report any late payments, but it is wrong and unfair to do so while still undergoing the loan modification process. This has drastically damaged our ( my wife and I ) credit score.
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| 07/26/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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I am a consumer and home owner. I've been receiving letters everyday ( except the weekend ) since XX/XX/2022 from several different attorneys, debt collectors, home foreclosure advertisements stating that my home is in the process of being foreclosed by XXXX. Because I haven't received any prior information or knowledge of this taking place, this is a violation of the FDCPA in so many ways : 1. I wasn't given any options or a way to settle the alleged debt ( that was never verified that I owed ) that was claimed I owed. 2. Without prior knowledge that a foreclosure was in the works, XXXX has taken matters into their own hands and moved towards the process to foreclose my home and have it listed in auction. 3. They falsified documents to make it look like I owed a third party lender ( which whom I never signed a contract with to even state or agreed I owed ) and never paid. 4. They've shared my private information to these sellers, credit bureaus and agencies, and legal advocates which I did not give my consent for. 5. Coercion - I was told that if I didn't pay the house in full within six months from the date I was given the notice of my home being foreclosed, that I would lose my home unless I pay a fee to claim and file bankruptcy. XXXX. Defamation of character. Right now I'm facing foreclosure even though my home has been paid.
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| 04/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My mortgage was transferred from a different servicer to Loancare in XX/XX/XXXX. With the prior servicer, I was in the habit of making weekly payments to pay down my debt more quickly. Loancare did not apply my payments for 3 months. When I called, I was told that Loancare does not accept partial payments. I pointed out that they had accepted them because they kept the money, just did not apply to my loan. Then it appeared that they fixed the problem, however, the woman failed to mention that the loan # on my payments was not correct. Then 6 mos of payments were not applied to my loan. I wrote to them. Emailed them. No response. I finally got in touch with a person who told me that it was the loan # that was the problem. Meanwhile, my credit rating has been destroyed. My tax statements are wrong and I can't file my taxes. Loancare has taken no steps to fix either. Keep in mind that during XXXX, I paid the equivalent of 14+ mortgage payments because as I said, I like to aggressively pay down my mortgage. So I fix the loan # on my payments submitted and for maybe one month, I think they got it right. My statement dated XX/XX/XXXX that said that I had overpaid. Loancare then deposited XXXX mortgage payments back into my account on XX/XX/XXXX and XX/XX/XXXX. My next statement, dated XX/XX/XXXX said that I was two months in arrears!!!!
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| 06/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/2019, I received a notice, dated XX/XX/2019, that the servicing of my mortgage loan was being transferred from XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, WA XXXX to LoanCare , LLC XXXX. XXXX XXXX XXXX XXXX, VA XXXX.
I never agreed to do business with LoanCare , LLC and have been reliably making payments on my loan through XXXX XXXX XXXX online form.
It seems that as a result of this action, which was not initiated by me, I now need to change how I make payments on my loan.
The notice only included information about the address and phone number of the new servicer, but no information about the website.
On calling the new servicer, their automated system did not recognize my new loan number or SSN. I waited on hold for over 30 minutes.
The automated system told me to go to www.myloancare.com. When I tried to register there, the system told me that my SSN was invalid.
This may seem like a small incovenience, and I'm sure these companies do much worse things to consumers on a regular basis, but I have several children and work full time so I don't just have hours I can spend changing my loan payment information at the whim of a company I've never heard of. I used the time I was on hold to write this complaint.
If they aren't interested in making it easy to pay my loan, maybe they should just forgive it!
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| 11/14/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I purchased my home in XX/XX/XXXX through XXXX using a VA loan. The mortgage servicer was XXXX and I had automatic payments set up in the eight years since. Apparently XXXX XXXX XXXX handed off their servicing of this loan to Loancare, a Service Link Company during XX/XX/XXXX of this year, and I never got any notice of the change. I do n't follow that checking account frequently as I moved out of this house in XX/XX/XXXX and have had it rented through a property manager since. During the handoff XXXX did not send my current mailing address, email nor phone number to Loancare. Over three months went by without a payment nor any contact from either XXXX or Loancare. I only found out about the error when I called XXXX to refinance this property and they notified me that I had delinquent payments. I reached out to XXXX who redirected me to Loancare. I found out that Loancare had been sending bills to my rental house, as that was the only point of contact they had for me. XXXX had and has my current residence, email and a phone number but failed to pass any of this on to Loancare. Both XXXX and Loancare failed in their due diligence during the change of mortgage servicer. Because payments were over three months late, my FICO score has been severely effected due to an error on behalf of two companies that made zero effort to contact me.
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| 07/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Hello, My mortgage was purchased by Loan Care LLC several months ago. I have first contacted Loan Care back on XXXX/XXXX/2017 to request my PMI be removed as I have nearly 50 % equity in the home. Since they have my home only valued at {$290000.00} they have my equity listed at % 87. After spending several hours and many calls and emails I was finally given information on how to start the process for getting an appraisal to have the PMI removed. I mailed in a check with " PMI Cancellation Request Appraisal '' in the memo as directed in their letter. Loan Care has cashed my check on XXXX/XXXX/2017 and has still not contacted me. When I call they keep passing me from department to department all with conflicting information. They inform me that the decision is up to the escrow department but they refuse to let me talk with anyone in the escrow department. It is all very frustrating as their associates are rude, uniformed and do not assist in resolving the issue. I have also paid my home insurance in full and have requested for Loan Care to remove my insurance from escrow as I have provided them with documentation proving that the insurance has been paid but I do not get any response and no one will answer my questions when I call. Currently they are collecting insurance monthly to pay insurance that I have already paid. Please help!
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| 06/20/2022 |
Yes |
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- Trouble during payment process
|
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Web |
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I was sick with XXXX. This company purchased my loan from another company. I was not notified correctly. I only knew because of my alert from the XXXX with a phone number listeted. I called many times was unable to get a rep. So I attempted to create an account online. However, I couldnt had to try 30 times.When I finally got in after sending several emails and waiting for them to open back up that Monday morning. When I attempted to login to account it was not linked to my profile to be able to make a payment. I had to get tech support to investigate the issue and they took the payment over the phone. Online it shows my account on time as current I had no clue it was a return payment. Per law we have to be notified. The rep advised me they will be sending out a letter. The issue is they had my phone number and address that was never attached to me. I did not get any communication from this company. So I couldnt not make payment due to issues from their system. I ask if they could consider a good will update as paid as agreed being it was update on XX/XX/XXXX which was not correct per law you have a grace period you also need to be notified. Per online I do have screenshot it shows XXXX on time and XXXX ontime. Please update my account as paid as agreed or delete my account from credit profile I did not autorize anyone to report.
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| 10/18/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I called in to resume payments to my loan, after receiving the MIHAF funds. The agent suggested that I applied for a partial claim. The application was submitted for the partial claim and denied. I was then advised to submit the loan modification application. I submitted the application with all of the required documentation. I have called in multiple times, requesting a supervisor call back. A supervisor by the name of XXXX or something to that effect, called me back and advised that she would research the issue and follow up with me later on that day ( that was in XXXX ). I have been calling in every few weeks requesting a status update on my loan modification. i received a letter dated for XX/XX/23 that I was offered a loan modification and that I would receive the terms of the modification within 15 days. Those documents have not been received or sent as of today 's date. I am unable to make single monthly payments on my account because of the account delinquency. When I originally called in to resume my payments back in XXXX, I was eligible to make the monthly payments and setup an arrangement for the the past due amount. I am extremely frustrated and stressed because I do not know that status of this loan modification. I have been advised on multiple occasions that a member of their leadership team would follow up with me.
|
| 04/26/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I fell behind in my mortgage payments starting in XXXX XXXX Household members which were helping pay for stuff where unable to get jobs due to covid. I was living on a strict budget & when this happened & EVERYTHING started to cost more, I fell further behind on everything. I applied for mortgage relief thru my servicing company Loancare. Since then I have had to apply twice & now looking towards the third time. Each time I have contacted them I was told I was missing paperwork. I immediately sent what was needed. XXXX weeks would go by & told again missing paperwork. I faxed, physically sent & emailed what was needed every time. After the first 2 months of going back & forth with Loancare I was told I was using the wrong email address- I was using the one that was PRINTED on the letter directly from them. XXXX mnths latter & still missing paperwork & paperwork unacceptable for various stupid reasons. From what Ive been reading from others this is the common practice with Loancare. Plus every time you call Loancare you have to speak to someone different all though I received a letter stating that a certain person was handling my account-they would never return my calls. When you call Loancare & finally get the Loss Mitigation department all you get is scripted responses for every complaint even thru their supposedly Supervisors.
|
| 08/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
MY LONECARE, LLC This company has failed to assign money we sent for escrow and has charged us two months at the incorrect price.
We've called both months and we were told the 1st month that escrow would be applied and our payment would be {$1500.00}.
Then we called last month and we asked for the escrow amount, which was sent with the coupon sent we received from the company the mail, to be refunded to us because that extra amount was fraudulently charged sinxe the departments didn't enter our money properly.
We have since spoken to 3 people, 1 manager, 1 case elevations person- still the money is in our principle account and not the escrow we allotted it to.
The company says we now have a deficit and we owe. On top of the incorrect amount being taken 2 months and about to be a 3rd.
{$180.00} was supposed to be refunded to us- we emailed a dep to treatment and got a code for the refund to go to come to us in a check.
We called and they've again told us they have no money in the escrow and thereby have no money to return to us.
We did not give permission for the {$1600.00} to be charged in the month of XXXX and XXXX. We gave permission as of XX/XX/XXXX {$1500.00} to be auto-drafted for our new monthly principle.
With our escrow paid in full- as we sent a check and have a copy of the memo line alotting it for escrow ONLY.
|
| 02/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
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Web |
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Loancare did not respond to my request to remove PMI in a timely manner, thus charging me additional months of PMI. I submitted the request on XX/XX/XXXX and received an automated email with confirmation and that I would receive a response in 10 business days. I did not hear a response and XXXX, I contacted customer service. When I finally got in touch with a representative, she confirmed that the request was pending, our conversation was cut short because the call was disconnected ( she hung up on me ) and I did not receive a call back. Due tot he amount of time it took to get through the automated system and to a person, I could n't spend 30 minutes trying to call back. I assumed that since the agent had confirmed the request was there, it would be removed. On XX/XX/XXXX, I called back and reached an agent who told me that they will not remove PMI until they have 12 months of payment history. This was not disclosed when I opened the loan. I asked to speak to a manager and was told all are busy. I could get a call back in 24-48 hours. The whole operation seems designed to not allow you to talk to anyone. Trying to contact customer service is frustrating - their automated phone system seems designed to make it very difficult to route to an actual representative. If you enter in XXXX invalid options, the system hangs up on you.
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| 08/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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The mortgage holder XXXX XXXX was due a tax refund in the form of a lower property tax bill, to the amount of XXXX. This was supposed to be refunded to her and the local sheriffs office showed us a canceled check. The check had been cashed by the company that takes care of our escrow account for Loancare.To this day they have not refunded her. Loancare has also paid our property taxes 6 months after it was due, causing the tax bill to jump from {$1500.00} to {$1800.00} because of late charges. We called them on several occasions to remind them of when the property taxes were due. They assured us the property taxes were going to be paid on time. They were NOT paid on time. It was printed in our local newspaper ( publicly humiliating us ) that we had a delinquent tax bill of {$1800.00}. Loancare paid them late and added the extra XXXX in extra late fees onto our house payment stating that our escrow was short. It was short because for the last few years they have not paid the tax bill when it was supposed to be paid. As of this email Loancare refuses to let us talk to anybody in management, They keep saying a supervisor will call and talk to us. This has never happened. My mother and I, co-mortgage holders, would like some help getting this straightened around. Loancare continues their silent treatment. XXXX XXXX and XXXX XXXX.
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| 02/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Our mortgage was serviced by Loancare on behalf of XXXX who purchased our loan. We paid off the mortgage in full in XXXX of XXXX. We received a loan payoff notice on XX/XX/XXXX from Loancare acknowledging that they would " forward the satisfaction/release of mortgage to the courthouse for proper removal of the lien ''. To date, they have not done so. It is now XX/XX/XXXX. This is in excess of 18 months.
We spent the last year and a half attempting to get our stock certificate returned to us to no avail. Loancare would not admit they were not in possession of it and we had to explain on end for hours how a cooperative building worked and that we needed our stock certificate or an affidavit to be provided stating that they were not in possession of ( lost ) it. After having multiple tickets opened up that led nowhere, we finally got the CFPB involved and that deficiency was resolved.
I am hoping the CFPB can help us again this time as we have tried numerous times to get our lien removed since we resolved the last issue, but it looks like XXXX no longer has record of our account with them ( we've been paid off for over a year and a half now ). We are selling the apartment, but are once again being held hostage because Loancare 's gross incompetence in following through on procedures is preventing us from having a clean title.
|
| 08/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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everything started when government announce that companies can give a 3 months forbearance in the mortgage because of the COVID 19 Pandemic, I called my mortgage company and they told me to apply online. I did apply online and I got a response that my file will be in process, after that I did not hear from them, no emails, no letters in the mail. they said that they called me, but with all the calls were were receiving from collection agencies. i did not put a lot attention to phone calls. after couple month of hearing anything almost at the 3rd month, I received an email from one if my credit card saying that my credit was poor. they i dig into that finding out that I was late in my mortgage. I call the loan servicing ( LOAN CARE ) and they were not only rude about, but they stated that they call me and sent me letters which I did not received, and they told me that i can apply for a forbearance plan, which I did and now they dont want to take any payments until they get an answer from the investor. after that they transfer me to customer service and they told me that they didnt not send me letter to communicate because i have an electronic communication, but also they never sent me an email on this matter. my job is been affected and stops completely for almost 4 months. but i am willing to start making payments. thank you
|
| 02/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After obtaining the home loan and monthly payment amount in XX/XX/XXXX, a cash plan set forth to pay every two weeks half of the monthly payment. The loan company from the first payment did not correctly disperse the loan. In XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, the loan company placed three ( 3 ) to four ( 4 ) checks towards monthly payments, none to principal curtailment, then the following month only place one cash amount. The loan company then proceed to call and harass for late fees. The loan company would use the now later payments to apply for the month instead of the early payments, causing an extra two weeks of interest paid, instead of decreasing the principal. Not using the amounts accurately would lead to not recognizing the fourth curtailment within the year 's time. The company was contacted in XX/XX/XXXX when the first issue happened, and in XX/XX/XXXX, when the second issue occurred, at which time the loan company instructed that they are unable to process multiple payments a month and that the payment method needed to be changed. Each time the late fees were reversed but the loan placement was not adjusted leading to added interest being paid. The poor accounting practice of the loan company clearly shows actions slightly derail early payments and principal curtailment in favor of confusion and late fees.
|
| 06/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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Loancare is reporting payments as late every month. They are reporting this to credit bureaus and this has trashed my credit score and made it impossible for me to even get a credit card. Their reported information is not acurate as all of my payments have been made on time and well within the grace period. The bills we receive every month still have the same language as my original contract which states that payments aren't late until after the XXXX day of each month. My wife talked to Loancare on the phone and this issue was fixed in XXXX but they told her at that time that it would probably happen the next month also. They basically told my wife at that time that they would report it as late even if they were paid on the due date because it hadn't been processed on their end at that time. Basically this has happened every month since then so I have been dealing with this issue for 7 months. I have filed multiple disputes and sent the records of all my payments from my bank that showed when they received each payment. Recently they have since gone back in and marked me as being late for the 3 months and don't even show my XXXX payment. They are not applying my payments on time and then they are saying that I am late. This is costing me a lot of time and now money as any rates I might qualify for are going to be terrible.
|
| 05/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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The loan servicing company, Loan Care or XXXX, for my mortgage with XXXX XXXX has been non responsive to my requests to begin the process of closing my loan so that I may complete the sale of my coop apartment. I wrote to the company, specifics below, to request the initiation of this process in XX/XX/2021 and have yet to receive a response. Below ( and attached ) are my attempts to reach the company : -- XX/XX/2021 - wrote to company via " Contact Us '' page on website -- XX/XX/2021 - reached someone at the company via phone who said that the system projects that I will receive a response by XX/XX/XXXX. I did not receive a response.
-- XX/XX/2021 - wrote to the company again via " Contact Us '' page on website. No response.
-- XX/XX/2021 - my attorney contacted Loan Care to ask for the procedures and closing agent for my loan and was told I need to authorize her access -- XX/XX/2021 - I sent a letter authorizing my attorney to access this information on my behalf. No response.
-- XX/XX/2021 - my attorney learned the name of the lendor 's XXXX XXXX and contacted them to request the closing documents. No response to date other than the request was received.
The contract for my apartment was signed in XX/XX/2021, and the closing is now almost two months past the projected date and I am in danger of losing the sale.
|
| 01/27/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I paid off a home equity credit line when I sold the property. Loancare received payment in full on XX/XX/2020. Since that time and after four ( 4 ) dispute attempts through XXXX as well as a number of email and phone communications with Loancare directly, the account remains on my credit file as : 1 ) current ; 2 ) last payment XX/XX/2020 ; 3 ) {$28000.00} balance ; and 4 ) 64 % credit utilization. All of these items are incorrect, except the last payment activity. XXXX refuses to change the data, even after requiring me to send proof of the payment and closed account status. Loancare says they informed XXXX in XX/XX/2020 the account was paid off. They have made me provide proof repeatedly that the account is not reporting correctly. I've done this each time and yet as of today, the account remains inaccurate. This erroneous reporting is negatively impacting my credit score. No one will fix it. I've spent hours on the phone literally and written countless messages and disputes to get this fixed and as a consumer I have no recourse. XXXX says they have to go by what Loancare says because they don't know if I submitted fraudulent docs. Loancare says the sent the correct info in XXXX and they can not resend it. Who can help me fix this mistake? I don't know where next to turn ... Thank you for your assistance and direction.
|
| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX XXXX I was hospitalized for a XXXX incident. During that time XXXX XXXX mailed a letter stating my mortgage was transferred to XXXX in c/o Loan Care. Automatic payments from my bank account ( XXXX XXXX ) continued thru XXXX was contacted by Loan regarding no payment received. I check my bank account and the payments were missing. Soon after I was locked out being able to make payments because of being 3 months behind. A legal representative from Loan Care contacted me regarding a loan modification. I did contact a company to assist. However during this time I had 2-3 medical setbacks and could not respond as timely as usual. Loan Care 's Legal representative proceeded toward foreclosure. With the assist of XXXX XXXX XXXX XXXX XXXX XXXX. I successfully filed bankruptcy XX/XX/XXXX to keep my home. XX/XX/XXXX Loan Care sold my account to XXXX. My payments were up to date. Due to their system of processing, I was unable to make a payment until XX/XX/XXXX and the payment was for one month. Recently I received a letter regarding a motion to lift automatic stay because my mortgage is two months behind. It is not. Possible one month due to their delay with processing during the XXXX transfer. This is an urgent matter because the hearing for lifting Automatic Stay is dated for XX/XX/XXXX, XXXX. I have documents to fax only.
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| 03/17/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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In XX/XX/XXXX, I wrote a check for my XXXX mortgage payment to XXXX XXXX LoanCare , LLC. The check was dated XX/XX/XXXX. LoanCare has no way to confirm receipt of payment by the mortgagee. Payments are made to a XXXX XXXX XXXX There is no way for someone to track and purchase a signature confirmation of receipt by the XXXX Postal Service. LoanCare holds the mortgagee accountable to make payments, however, we can not hold them accountable to receive and apply payments timely. The payment was not received until XX/XX/XXXX and it was not processed by Loancare until XX/XX/XXXX. The accounts payable office is very unprofessional. This has caused me to have one month in the rear every time I make a payment since this payment did not post to my account. The funds were unavailable when LoanCare attempted to process them. This is completely unacceptable. I should be able to pay my mortgage through a normal process and not have to pay additional funds to have it overnighted to get a signature receipt. That is the only way mortgagees can hold LoanCare accountable for when a payment was received. However, it will not be processed until a month later. I have attached the check statement showing when the check was received. I also have the NSF fee showing when the payment was attempted to be collected but the funds were unavailbale.
|
| 05/10/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I scheduled my mortgage payment to be taken out of my bank account on XXXX I then realized a got paid on the XXXX so canceled payment and rescheduled for XXXX . They took my payment both days so I called them on Saturday XX/XX/XXXX when I noticed to let them know what happened and asked to please refund the second payment the lady apologized and so she could n't put directly back into my account but would send it back to me priority mail right away. After still not receiving refund by Wednesday XX/XX/XXXX I called and requested supervisor. She told me refund was not sent and that I need to email them proof that my payment was taken out of my account twice. I told her no one told me I had to do that and was told it would be sent to me right away. I asked her why they could put back into my account t directly and she said because they get fees for that, she did not seem to care about all the fees I got from my bank when my account was put in the negatives. I explained to her that my account is now - {$500.00} and have had other bills scheduled to come out and am now in a very hard situation. I told her I would send her my bank statement immediately and then would like my refund sent next day mail, she told me she ca n't garentee that she could do that today because it was almost the end of her shift.
|
| 03/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
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|
Web |
Older American |
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To date I have not received satisfaction from the complaint I filed about XXXX XXXX, LoanCare LLC, XXXX and XXXX. Although I have filed disputes with all prior to filing a complaint with the CFPB. I have also filed twice with the CFPB complaint about the situation. The problem is that my mortgage is not being reported by the credit bureaus. LoanCare assured me they were reporting to the credit bureaus monthly. XXXX XXXX assures me they are reporting what the credit bureaus report to them. The credit bureaus don't even list my current mortgage! XXXX had it on their report but the amount owed was incorrect and they had not updated the information in over a year. The only result I got from all my disputes and complaints was that XXXX completely dropped my mortgage debt from their report. Even though it was the incorrect information at least it was showing on their report. When they dropped my mortgage from their report my credit score dropped! I have since written letters to all concerned and mailed them return receipt requested registered mail. I asked that the mortgage lender send written notification to the credit bureaus and send me a copy. My next complaint will have a copy of my most recent mortgage statement and hopefully the copy of the letter provided by my lender advising the credit bureaus of my mortgage debt.
|
| 02/03/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
I have been on forbearance ( due to the death of the co-owner of our home and then XXXX. After paying my mortgage without my brother I paid my mortgage for almost a year on time and sometimes in advance. In pre-planning for the future missing that VA income from my brother. I applied for a loan modification, and even forbearance, with absolutely no reason, was denied so many times until I received the assistance from CFPB. I am ready to get back to business with lower payments and I am still having trouble with this lender as follows : Applied for loan reconstruction, denied for lack of documentation in a timely manner and did not even know it, upon another follow-up call found that out prior to that nothing in writing. Then after the fact, I received letter of denial. In the interim, every single time additional documents were requested I sent immediately, I know the drill on time is of the essence and I have a paper trail of every documentation that I sent.
I then moved forward and resubmitted the entire package again with 51 attachments. Today XXXX XX/XX/2021 XXXX, the date of this complaint, I called, to follow-up and found out, they need more documentation, that I again had sent, now 4 times. Its not my credit because the only thing that is effecting my credit is the lender.
What now?
Thank you.
XXXX XXXX
|
| 08/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My home is currently in foreclosure with LoanCare LLC. I called to request a reinstatement amount. I was given a reinstatement amount of {$16000.00}. In my calculation, this amount is incorrect and I previously requested a payment history in writing TWICE but my request was never processed. I was told on the XX/XX/2020 to send the payment via wire transfer. I went to my bank at XXXX CST to send the wire. I called XX/XX/2020 and was informed my wire was not received. I was transferred to Supervisor XXXX Agent # XXXX. He sounded sleepy or possibly inebriated. He spoke in a very unprofessional tone. He was able to locate my payment but said he did not know when it would be applied. I explained to him a loan servicer can not delay applying a payment. He said he would research. I explained the amount they gave me to reinstate my loan was good through XX/XX/2020. LoanCare has hindered me every step of the way in my attempts to save my home from foreclosure. They have given me misinformation and lied about what options I had to keep my home. This is just another in a long list of tactics employed by this company to try to remove me from my home. I received a letter yesterday stating I agreed to sell my home. I never agreed to that either. Now today you are unable to apply my payment? It is not only fraud but discrimination.
|
| 12/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LoanCare stole money from me under the guise of forced lender placed insurance. They are now refusing to let me out of escrows therefore requiring me to pay into an escrow for an insurance policy I have already paid for. They took money from me over the course of an entire year, then failed to renew my policy THEN they continued taking money from me despite the fact that the absolutely KNEW I had already purchased a policy in full. They do things to confuse and slow the process like make it impossible to get a human being on the phone. They do EVERY SINGLE THING by email but then when they were trying to contact me about their screw-up with my insurance, they sent me PAPER LETTERS VIA SNAIL MAIL. So when it has to do with me paying them, they want email and everything to be smooth. But the one time that it has to do with them telling me they screwed up, they send paper letters via regular U.S. mail. Their staff was obviously trained to try to confuse me and thank God i kept asking questions because I wound up getting three different stories for what happened.
LOAN CARE ESCROWS ARE A SCAM AND THEY ARE STEALING FROM ME. THEY TOOK MY MONEY FOR INSURANCE AND THEN DIDN'T RENEW THE INSURANCE. THEN WHEN I WENT AND BOUGHT MY OWN INSURANCE POLICY THEY TOTALLY SCREWED ME AND KEPT TAKING EXTRA MONEY OUT OF MY ACCOUNT.
|
| 11/04/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have been trying to work with Loan Care for almost a year in order to find a solution. My ex husband and I recently divorced. He refused to sign any loss mitigation documentation. I was told by XXXX different supervisors at Loan Care I could sign and take the responsibility for the forbearance. 3 times I was sent documents requiring my ex 's signature. I was finally told that I was unable to do the loan modification with out my ex signature. 5 months had since past. I went to my last option which was the XXXX fund. I gave the XXXX fund everything they needed, except a letter from my mortgage servicer letting them know we were unable to find loss mitigation options. I have asked for months for something to be sent so that the XXXX fund could distribute funds and we could resolve this mess. Loan care argues with me and tells me they can not send me the letter. I will escalate the issue and speak to supervisors who tell me they will send the letters and get nothing. The XXXX fund has even reached out to try and get the letters and was told the matter would be escalated so we could get them and we are still not receiving them. I just want to resolve this issues so I can move on. I have done everything asked, I have begged and pleaded with Loan care to find a solution. I just need the letter. Thats all! Please help.
|
| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Right at the start of the new year I logged into my online account on for XXXX XXXX at XXXX ; I wanted to setup an automatic payments ; the website said I already had automatic payments scheduled to take place XX/XX/XXXX. I had also setup contact information for my email and my phone numbers so that when the payment when through or one was due it would text and email me. Come XX/XX/XXXX the payment did not go through. I did not notice until XXXX that I did not pay my bill. The servicer did send me a letter in the mail after the 2nd missed payment but by then it was too late the damage was done to my credit. And the company wanted me to pay late fees. They never notified me via email or text like I had setup.
Basically their automated system/online system was malfunctioning and still has been.
In XXXX I contacted them to waive the late fees due to these issues and they waived one late fee and did not waive the other. They told me I had to go on the website and submit a request. I did that and sometime in XXXX they shut my auto payment off again without notifying me. Which caused another late fee and a mark on my credit again.
Before this time I had never missed any payments and always paid on time.
I have asked them to provide a letter so I can provide it to the credit bureaus and get my credit back on track.
|
| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
I was offered a forebearance plan a few months ago and when I asked about the outline I was told the following : RE : Loancare.com XXXX XXXX owned * Credit would not be harmed -- They hit it and called it delinquent dropping my credit score by 100 points. I contacted them and filed a complaint with you and it was elevated to close to what it had been ( XXXX ) * I
was told the payments being deferred would be added to the end of the loan and now they are saying I need to pay all the ones I was given a delay on. * They are nearly impossible to reach at all 3 800 numbers and have excuses for trying to reach them. * They have people call at odd times, like holidays, and they say to call them back and when I did I was told by voice mail they are not there due to not being business days and hours. * They write long semi threatening letters and do not care that there
own customer service is unavailable unless you wait for " wait times are in excess of 30 minutes '' and websites are non functional consistently.
* I made a payment on XX/XX/XXXX and told them I would start making payments monthly again and still not getting any help to get a modified loan and move payments to end of loan.
* I have sent letters 3 times to CEO XXXX XXXX of Loan Care and always get unsypathetic responses from whover he hands it off too
|
| 04/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
this is again regarding " lonecare Mortgage ( XXXX XXXX XXXX XXXX XXXX VA.XXXX ) after the last complaint I filed some of the mistakes made by L/C were resolved, however the letter they sent me stating this is a written conformation we have received notice of error from XXXX, and if you have questions please contact Mortgage resolution unit XXXX ex XXXX sincerely XXXX XXXX XXXX XXXX so I called her 8 times left 4 messages to please return my call with no response so I called their home base # talked to whoever? told her the situation that I hadn't got a call back and could she please see what she could do and she said she would and call me back, that hasn't happened either. this has been since XX/XX/XXXX. The sad part of this situation is if they had not taken out two mortgage payments, that was made in last XXXX one made by their mistake the other I made as my regular monthly payment that started a chain reaction of nothing but pure XXXX for my wife and me, if they would just put the payment, they messed me up on at the end of the loan all could be solved so " no foul no harm '' they still expect me to make two payments they say to make the loan right, this isn't fair as I did exactly as the loan payment I signed to made monthly was done last XXXX. I don't know how much more stress I can take from these people
|
| 12/31/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX is a liar and should be placed on administrative leave pending an investigation. She fails to follow through and continues to deceive myself and the State of California. California sent the funds to reinstate the loan on XXXX XXXX2022. XXXX sorry but, you have several complaints about you and you can not legally investigate yourself. California has asked me to find out the reason why you havent applied the funds within a timely manner. The Attorney General is aware of the issues and legal issues XXXX has now created for LoanCare. California is now asking me to go after your NLMS license and continue until you apply the funds to my loan. I need your superior to follow up. Your lies and deception are not appropriate and should be dealt with immediately. XXXX shouldnt be an employee of LoanCare at this point in time. She fails to notify the company of the issues she is creating for the company and the investor. Her demands are irrational and illegal. He actions have caused me and my family to discuss legal action against LoanCare. The Veterans Affairs is aware that as a servicer of VA loans LoanCare is acting illegally and should be held accountable. This includes losing the option to invest in California home loans and loss of guarantee of all VA loans. Apply the funds and reinstate the loan immediately.
|
| 06/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I refinanced my Mortgage that was held by XXXX on XX/XX/2021. I was told by the company that I was refinancing with, I would receive the funds from my Escrow account with Loancare within 15 days. I received a check from Loancare dated XX/XX/2021 on XX/XX/2021. The check arrived in a plain envelope, taped close, and the check was mutilated. I called Loancare, and explained how the check arrived to me. I spoke to XXXX, she said she would send a note to disbursements to have another check mailed. On XX/XX/XXXX, I called back into Loancare, and asked to speak to a supervisor. The call was then transferred to someone identifying herself as a supervisor. I explained yet again what had happened, and that I was supposed to have already received another replacement check. She said that Loancare had 30 days to send me another check. I told her that was unacceptable, and asked to speak to her supervisor. Another lady answered the call, she identified herself as XXXXTeam Lead. She apologized, and said another check would be issued to me in 48 hours. I offered to XXXX the check back to Loancare if that would help. She said it was not necessary. Today is XX/XX/XXXX, and I have still not received the proceeds from my Escrow account with Loancare. I need help. They have my money, and I do not have the benefit of it. {$3000.00}.
|
| 10/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XX/XX/2020 I applied for a 3 month forbearance due to COVID-19 and was approved. During this time I received letters saying my account was past due. I called repeatedly and they told me to ignore the letters, I was in forbearance. In XXXX I said I could resume payments and closed the forbearance both online and over the phone. I resumed payments in XXXX as scheduled. Loancare/XXXX sold my loan to XXXX in XXXX with first payment due to XXXX due in XXXX. When I called XXXX, they hadn't received any of the info on the forbearance or deferment from LoanCare/XXXX. I attempted to pay in XXXX, but was told not to because it would be considered a partial payment and they could not accept it. Same in XXXX. I had to defer additional payments in order to get the account current.
In XXXX LoanCare/XXXX reported my account as 60 days past due even though I had an approved forbearance, causing my credit score to go down 139 points. I spoke with a representative on XX/XX/2020 and he said they have no record of anything regarding the forbearance or deferral and it should not have been reported as past due with an approved forbearance. I disputed the late payment report with XXXX.
I am unable to do a refinance to a lower rate which would lower my mortgage by {$500.00} per month due to this inaccurate credit reporting.
|
| 07/31/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Hello, This concerns from the very start of my refinance with my broker to be assigned to Loan Care as my new mortgage company. I was told by my broker that Id be contacted where & when to make a payment to my new mortgage company. When I finally was given the information & paymentbook I was already almost 1month behind .this made a instant problem. Ive tried with many phone calls to try to resolve this issue but its never been a permanent fix & peneltys & interest continue to add Ive never yet been 30 days late only 29. Im a XXXX man XXXX early had a great state job. I now early retired my income is my retirement & Social Security XXXX. Making almost XXXX less than I previously did. I live now paycheck to paycheck the only solution Ive been given by Loan Care is to make up the difference when I can.that is no resolve for me as I said you budget is very tight. Meanwhile I get added fees & runarounds & rudeness by select employees when I have to call in my payment the last time I called I got no where I then asked to speak to that persons manager only to get no resolve I then asked for their manager to get a name to speak to of XXXX but discussed as every time I call I just decided to try this route to resolve this ongoing frustrating situation I hope this can be resolved its been going on for to long. Thank You.
|
| 12/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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|
I have a Mortgage with Loan Care which was paid on XXXX/XXXX/2016 using my on-line pay bill as it is every month and the company is charging me a late fee because the funds were n't received by the XXXX of the month. This is the second time Loan Care has stated they did n't get our payment on time. 1st time they stated that they saw our payment was made on time and they would " waive our late fees '' even though the payment was made on time. This time they stated that they could n't see the payment being made. I offered to give my the confirmation number of the payment which XXXX employee ID XXXX refused to take he stated that I need to my bank fax in prove of the payment so they could research the matter. At this point I requested to speak to a supervisor XXXX refused he stated that their was n't a supervisor available at this time and he would take my phone number and someone would contact me back with 48hours. This is the second me or my wife have requested to speak a supervisor and were refused. Loan Care is purposely posting my payments late so they can charge me late fee 's which are not valid. This is a prefect example of predatory mortgage servicing which is the unfair, deceptive, or fraudulent practices of lenders and servicing agents during the loan or mortgage servicing process, post loan origination.
|
| 07/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
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To whom it may concern, I am hoping for your help to remove a late mortgage payment record in my credit history.
I had my account on auto-payment for the XXXX of every month, and decided to move it to the XXXX of the month, because my mortgage company kept marking it as 'late ' in my billing statements, and then reverting it to on time every month. I just wanted a clean bill, so I moved it to the XXXX of the month, but confirmed my auto-payment, which showed online as still being active. However, I was surprised when I received notice that I was delinquent in my payments, and realized their system had stopped auto-drafting my account. I called in and their customer service rep told me it was an error on their part, so she waived my late fees, etc. However, she told me I'd need to write to their credit dispute department to reverse the incorrect record of the delinquent payment. I asked for a number, and she said they didn't have one, and I'd need to write in. I had written in at least 4 times, but only get an automated response, with no explanation or resolution. The delinquent payment is still in my credit and has pulled my score down, and made it very hard for me to refinance my loan or get a new loan.
Please help me, as I don't think this is fair, and I could really use a new loan. Thank you in advance.
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| 02/01/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I did a modification with loan care XX/XX/XXXX which cleared any past due balance with this company, during this time i was in bankruptcy. in XX/XX/XXXX the bankruptcy trustee sent loan care a check for {$18000.00} this was done in error the trustee was unaware the modification was in place when he sent loan care my money, Bankruptcy did not end in XX/XX/XXXX it was extended to XX/XX/XXXX XX/XX/XXXX loan care informed me they would send the check back to the Trustee this never happened, when the bankruptcy ended in XX/XX/XXXX I was waiting for the trustee to send the check to my attorney, this is when I found out loan care never sent it back. this company stole the money and did not apply any of it to my account, loan care is saying i have not made a payment since XX/XX/XXXX and i am now XXXX XXXX in the neg and they are going to start foreclosure proceedings they are refusing to take any payments unless paid in full, they talked really nasty to me, long wait time on phone, they told me they were not giving it back, my car is about to be repoed and my attorney has not been paid loan care stole my bankruptcy funds that came from my veterans XXXX check and forcing me in to foreclosure again also charging me over a thousand in interest when they have had my check since XX/XX/XXXX the are giving me the run around.
|
| 02/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am writing to request immediate correction of the error described below to the mortgage on my property at XXXX XXXX. I have spoken with the Utah State Financial Division and they are willing to get involved.
My Mortgage was transferred from XXXX XXXX on XX/XX/XXXX. I have had that mortgage for nearly 5 years and never missed a payment once. The payment was scheduled to come out on the XXXX of every month for those 5 years. LoanCare attempted to take my payment out on the XXXX. I never received a single phone call, which according to the state of Utah is out of line with the law.
Subsequently my auto-withdrawal was canceled without me knowing. I then got an EMAIL from XXXX to let me know that I was two months late on my mortgage. I never heard a single word from your company that this error had occurred.
Not only was the payment attempted to be taken out on the wrong date but the 60 day grace period was never applied which is law as well. Multiple errors have been made.
I am in the middle of purchasing a business and need this rectified immediately. I was told this would reflect corrected on my credit but it still has not done so. This was your error, not mine. I need a letter sent to all 3 credit bureaus to have this reporting reversed. Please make this right. I have called weekly for months now.
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| 07/12/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I began having issues and calling in XXXX concerning past due and late payments which was supposedly resolved after speaking with a supervisor. I called again in XX/XX/XXXX ; I made 2 payments XX/XX/XXXX, and another payment XX/XX/XXXX ; I called again in XX/XX/XXXX and learned my payment was being held in a suspense account for whatever reason I did not get a resolve to. XX/XX/XXXX only {$390.00} of my {$1600.00} was reversed which made it appear my payment was not made. XXXX payment was missed and I made 2 payments XX/XX/XXXX. From XX/XX/XXXX to date all payments have been made ; however, the mortgage company refuse to apply the XX/XX/XXXX unapplied payment of {$1200.00} to my account. Each time I call I continue to be transferred and after a 2 or 3 hour hold the matter has of yet to be resolved. There is also a late fee amount over {$610.00} they have as outstanding, however, according to my records and their statement the amount is {$280.00}. I began calling this morning and was transferred to 3 customer service agents and after explaining the issue each time was told I would need to speak with someone in escalations and I have been on hold now for 3 hours and 12 minutes which is ridiculous. It appears they are not willing to resolve their error and this has been very stressful and I expect a resolution.
|
| 02/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LoanCare is my lender that I was forced into using after my previous lender sold my mortgage to them. They have been beyond difficult to work with even when you can get connected with them. This time, their website is not allowing password resets, no matter which way you try ( email, phone, SMS ). I have no way to reset my password to retrieve my tax document on the day I set aside for taxes. I tried calling, and their IVR recognized my account based on my phone number, so I know they have correct account information for me. Their sites password reset just does not work, and there is no communication posted about updates or system interruptions.
This company is not open on Sundays when working people are trying to catch up on important things like finances and taxes. LoanCare does not have a way to contact them for tech support outside of their business hours.
If this company is legally allowed to go around collecting money from people as a collections agency, they should provide support 24/7 since people may end up defaulting on their mortgages on a Sunday. We are all stuck waiting for LoanCare to open for business Monday morning. This is unacceptable. Accountability should go both ways, and they should be held accountable for not providing support around the clock if people can not login to pay on time.
|
| 12/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have my current loan for my1st house with XXXX XXXX XXXX ( Loancare ). I have been paying promptly my payments for the past 2 years. In order to get rid of my PMI, I have been following their instructions and as per they letter, it states : " If you would like to pursue a cancellation of PMI based on the current value of your property, an appraisal is required to determine if your LTV has reached 80 % or less ''. I have requested the appraisal, paid for it, and the LTV is now at 79 % for the past 4 months. Since I didn't have 2 full years of loan payment, they have asked me to contact back in XXXX ( never understood this, but anyway ). I have contacted them, and now they state over the phone : since you had an appraisal done, the LTV has to reach 75 %. On a new letter sent to me they are advising me I need an appraisal and LTV has to be 80 % or less. I have asked a few other brokers and accountant and they have never heard of the 75 % and have advised me to contact you. Also, this keeps dragging for over 4 months now and despite email communication, complaint about their services and phone calls I am still waiting for a proper answer. I really would like to understand my rights and since when once an appraisal is done I need 75 % of LTV, especially as this was never required in any of their letters. Thanks
|
| 10/05/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have asked my mortgage servicer loan care for a modification. I faxed them my package as they requested along with all documents they needed, and I am yet to hear from anyone about the status of my request. The package was originally sent X/XX/17. I called back 3 or 4 business days later to confirm my package was received, and I was informed it was received and allow 30 days for a decision. I then called back XX/XX/XXXX for status, I was asked to send additional items and I did that same day. I was informed then that it would now be sent to an underwriter for a decision since nothing else would be required. I have called back at 1 a week for status and each time I ask to speak with XXXX XXXX who is my point of contact, via a letter he sent. I never speak to him or nor does he return any calls. I keep asking for status, anything an I get nothing but the run around. This company needs to help customers like myself who lost employment and need help. THEY claim to be willing to help. I 've left several messages, no calls no letters nothing. I ca n't keep borrowing money to pay my mortgage. I also cant risk ruining my credit, I work in the mortgage industry myself and I am required to pass background checks to get a job. I ask that this company be held accountable for their service, as a consumer I have rights.
|
| 12/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Application denials
|
|
Web |
|
|
I applied for a loan assumption due to a divorce, which has taken loan care several months to reply. Loan care will not allow me to speak with any loan assumption specialist. They sent me a denial letter stating that I have insufficient history of income yet I have been in the same line of work for over 20 years. I have requested a callback Phone, email and Ive even gone as far as trying to contact officials via XXXX demanding a reply and nobody has answered me. In my initial loan assumption documentation that was provided to me I was charged {$400.00} and my credit was run. It took loan care several months for a reply. The initial rep that I spoke with said that I didnt need to add anybody on the loan assumption, documentation, all, although the loan assumption documentation said that I can add an immediate family member. They told me that I would qualify on my own since I originally qualified for the loan on my own. Fast forward several months later I get the denial. Now I am demanding to speak with somebody there and nobody is responding. I want to apply for my loan assumption again and if need be, I will add my mother whom is an immediate family member, which the original documentation stated that I can do and I want this done in an expeditious manner, and to be able to speak with somebody at loan Care.
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
During COVID we took forbearance for some months. When we were able we began making our regular payments again. A few months later we were notified of time to repay our debt. XXXX. I was given almost no time to collect the money and repay out of pocket. I was force to modify our loan and lump the payments in. This was not supposed to negatively affect my credit for the rest of my long foreseeable future. If I was notified that I would not be able to raise my credit over XXXX XXXX years down the road I wouldve tried to find a way to pay in full, even with only the XXXX days I was given to pull the money together. I just got done being in forebearance and hardship, how would I have {$15000.00} to give them that fast.
XXXX years later Im experiencing serious problems with my credit due only to a comment by loancare. I can not get a mortgage with reasonable rates. We are experiencing extreme stress as our family grows and because of loancare and this COVID forbearance I cant get a fair shot at reasonable rates.
Congress passed the CARES act so that this exact situation wouldnt happen to the American people just trying to make it.
Please help me remove this remark from my credit. We always complied with loancare and they cant seem to comply with the simple laws of our congress.
Sincerely, XXXX XXXX XXXX
|
| 10/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XX/XX/2020 I applied for a 3 month forbearance due to COVID-19 and was approved. During this time I received letters saying my account was past due. I called repeatedly and they told me to ignore the letters, I was in forbearance. In XXXX I said I could resume payments and closed the forbearance both online and over the phone. I resumed payments in XXXX as scheduled. Loancare/XXXX sold my loan to XXXX in XXXX with first payment due to XXXX due in XXXX. When I called XXXX, they hadn't received any of the info on the forbearance or deferment from LoanCareXXXX I attempted to pay in XXXX, but was told not to because it would be considered a partial payment and they could not accept it. Same in XXXX. I had to defer additional payments in order to get the account current.
In XXXX LoanCareXXXX reported my account as 60 days past due even though I had an approved forbearance, causing my credit score to go down 139 points. I spoke with a representative on XX/XX/2020 and he said they have no record of anything regarding the forbearance or deferral and it should not have been reported as past due with an approved forbearance. I disputed the late payment report with XXXX
I am unable to do a refinance to a lower rate which would lower my mortgage by {$500.00} per month due to this inaccurate credit reporting.
|
| 07/13/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
RE : Loan Number XXXX Hi I have spoken about this matter with myloancare and XXXX XXXX many times with the their agents over the phone. In which all agreed that that there a mistake on their end and promised to fix. However, never got fixed.
The issue that I only owe XXXX, XXXX, XXXX, and XXXX in which should amount to ( XXXX = {$9700.00} ) however, you system gives that I owe a {$12000.00} in which is {$3200.00} over what I owe. Such amount of {$3200.00} does not make any sense whatsoever.
Again and Again and I repeatedly ask them to fix, it has been months and month of XXXX XXXX. Such XXXX has effected my health, and work, and my physical shape. Also, the web site gives me an other number of {$15000.00}, this only to add to the XXXX further more. Again I ask them to fix such as well. In addition, the web site doesnt allow me to do any payments in which also adds to the stress this string of actions taken by them. I ask to give me the equal opportunity as other to pay online, please fix all accounts ( web and their record ).
Also, please note, it is very XXXX to call bank, as I have faced multiple times of disconnect while waiting for a long time to speak to someone. When I speak to someone, I have to transferred to someone else where I face a disconnect. This adds to the stress Thanks XXXX XXXX
|
| 05/16/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
In XX/XX/XXXX I applied for forbearance since my husband left me and I was not working at the time, loan care granted me 6 months. I also then started applying for a loan modification and have since gotten them docs requested and in a timely manner and the same docs so many repeated times.fast fwd to now XX/XX/XXXX and they have denied me a few times stating that my docs would expire and they have never sent me to and under writer because of this, I feel they are trying to get me to lose my house. I have every spoke to external emplyess that say they show they have all docs requested yet loan care still asks for my divorce decree and child support docs over and over along with other docs that never expire. My spoc. Is never reachable, never emails me back I have escalated this to a few different supervisors and no one ever calls me back. This company has been the worst mortgage services I have ever dealt with XXXX owning my home. This has been such a huge weight on my shoulders and seems no fixing in sight since they can just keep changing the rules of the game when I have complied with all they have asked and plenty more. Why is this so very difficult when I have tons of stress going on in life any ways and fear losing my home for me and my XXXX kids this frustrates me to no end and Im feeling hopeless.
|
| 06/18/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
In XX/XX/XXXX, my township tax office was contacted by Loan Care ( who serviced my XXXX XXXX ) and was told that a tax payment made on my property earlier in XX/XX/XXXX was not intended for my property and needed to be refunded. At Loan Care 's request, the tax collector issued a refund ( equal to XXXX quarter ) back to Loan Care - thus making my property taxes delinquent. The initial tax payment was paid from MY escrow account and was then refunded to Loan Care and NOT back into my account. I was not notified of this until my tax collector contacted me several weeks after the request was processed.
In reviewing my detailed escrow statement, these funds were never returned to my account, although I had made all escrow payments as scheduled while Loan Care serviced my loan. The loan was since closed as I refinanced through another company, but this was never resolved.
Over the past several months, I have contacted Loan Care 's customer service at least XXXX times and submitted XXXX requests for a " customer advocate. '' To date, I have received ZERO response or resolution to my multiple requests. The fact that my requests are being completely ignored is beyond comprehension. I need a response. As far as I can tell, Loan Care owes me a significant amount of money and is refusing to acknowledge that fact.
|
| 03/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX XXXX was taken from our escrow account to pay city taxes. This amount never made it to the city for payment. We reached out 7 times once we were notified by the city of the non-payment to find out where these funds have gone, and have still not received an answer. On XX/XX/XXXX an ADDITIONAL XXXX was taken out to pay for the XXXX XXXX payment of city taxes. This amount was received by the city and the XX/XX/XXXX check was cashed. Since XX/XX/XXXX we have reached out 13 separate times to try to get the initial XXXX back. ( Including a complaint through CFPB where LoanCare said they had already returned the XXXX, which was not true ) The initial XXXX was taken from our escrow account and was not used for taxes. The customer rep we spoke with said the initial XX/XX/XXXX check was never cashed and said they put in for a stop-pay on the check. We were told the funds would be back in our account by XX/XX/XXXX, when the funds weren't returned, we were told they would be back by XX/XX/XXXX, again no funds were returned. Now, no customer representatives will answer when we call, and we have called 13 times and filed 5 different contact forms. No one from LoanCare will answer where our money is and when we will be getting it back.
Please return the initial XXXX payment that was not used for taxes.
|
| 06/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2019 XXXX XXXX XXXX in XXXX XXXX, WA informed me that my mortgage was sold to Loan Care, LLC in XXXX XXXX, VA. I contacted XXXX XXXX to ask about my automatic payments directly from my checking account. They suggested that I wait for a welcome packet from Loan Care before doing anything. On Monday, XX/XX/XXXX I contacted Loan Care and told the person on the phone that I did not receive anything from them by mail. However I did get an email, which I do not find acceptable since emails from unknown parties can not be trusted. I was assured that a packet was being mailed out. I just received a call from Loan Care telling me that my mortgage number was not loaded in their system. I gave this person the loan number from the XX/XX/XXXX letter. I was told it would now take 5-10 business days to receive the welcome packet, which will put the receipt into the week of XX/XX/XXXX since I live on the West Coast and it could take much longer than 5 days.
Loan Care seems to have some very flawed procedures and their business practices are very questionable. I am wondering if they are a bona fide mortgage lender and would like the CFPB to look into the Company. They certainly have be very concerned about the efficacy of the operation and ability to handle my mortgage.
Please let me know what you find out.
|
| 07/15/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
CFPB, Loancare was not licensed to conduct business in my state of Nevada when I submitted a Qualified Written Complaint to the XXXX ( Proof # 2 ) regarding my experience during a phone call.
Loancare admits to the violation of Regulation Z ( Proof # 1 ).
At this time I was receiving funds from the Victims of Crime Program as I had suffered from an event that was no fault of my own. I was told to apply for assistance at the XXXX XXXX XXXX fund as my circumstances may have qualified for assistance. A statement from their eligibility supervisor stating that my credit report reflects no mortgage payments being made. ( Proof # 4 ) I have provided information from my bank account showing payments to Loancare showing four separate payments to Loancare which seems to conflict with ( Proof # 3 ) Additionally, I have provided a print out showing that my most recent statement while in foreclosure was XX/XX/XXXX, provided is a print out dated XX/XX/XXXX, showing XX/XX/XXXX statement availability. ( Proof # 6 ) This seems to me to be a continued abuse of Regulation Z requirements, though I am not an attorney.
Thank you for taking the time to attend to this matter immediately, Included items each titled proof ; Proof # 1 is 1 page Proof # 2 is 3 pages Proof # 3 is 1 page Proof # 4 is 1 page Proof # 5 is 1 page
|
| 11/01/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Back when covid started I lost my job. My mortgage company told me about the " Cares Act. '' They told me I could skip my monthly payments ( for a specified amount of time, 1 year in my case ) and that those payments would be pushed to the end of my loan after the year and I would just resume my normal monthly payments of XXXX per month.
When the year was up I sent in my normal monthly payment and they sent it back to me telling me I had to pay all those skipped monthly payments ( XXXX ) in one payment to get the loan current and that they wouldn't accept any payments until that was paid in full. I told them there was absolutely no way that I could ever do that even though I can now afford my monthly payments that were XXXX per month. Now they are saying they can not do a modification in my loan either because I dont make enough money ( XXXX ) per month.
I feel like since they lied to me about putting those missed Cares Act payments to the end of my loan they are basically scamming me into a foreclosure or into selling my home. I have been in the home for 16 years and I am under a VA loan as I am a United States XXXX XXXX XXXX who is alone in life. I can not be thrown into the streets without a home. Can you please help me?? Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX, FL. XXXX XXXX
|
| 02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am currently unable to make contact with my mortgage company in any way over the phone or online. I am currently behind on my mortgage and I have a plan to get current by XX/XX/XXXX, however I do not have the ability to tell my mortgage company this to stop the automated collection calls. When I answer a collections call, I am given an automated message to call their customer service number. When I call this number, the automated telephone system starts playing a message in XXXX that lasts several minutes, and I am unable to opt out to speak to a representative in any way. At the end of this message a customer service agent picked up the phone and immediately hung up the line during an opening statement. It takes me over 7 minutes just to get to that point due to the automated XXXX messaging I had to listen to. There is no option for me to make a payment in the automated system. Additionally, my online account became locked out and when I go through the password reset process, the site times out before the point which you reset the password. I tried this on multiple devices using the recommended browsers according to the website. So I can not access my account online or speak to anyone on the phone for an account that would normally be in foreclosure risk if not for moratorium protections right now.
|
| 04/20/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I've recently gone through a divorce and as we were settling things financially, our mortgage payment went by the wayside. Prior to the divorce settling in XXXX of this year, we decided to put our house on the market and finally got an offer and the house was set to close in XXXX ( 2023 ). I didn't pay XXXX, XXXX, and XXXX at first ( while the house was in closing ), but then went back to pay XXXX and XXXX so I wouldn't be more than XXXX months behind. My last payment to LoanCare was on XX/XX/2023.
I closed on the house on XX/XX/2023- in which a check for nearly {$200000.00} went to LoanCare to pay off the entirety of the loan. LoanCare gave the title company a payoff quote and spoke to someone.
This week ( week of XX/XX/XXXX ) - I get a notification from XXXX that my credit dropped XXXX points because I'm behind on my mortgage. I'm trying to figure out HOW THIS IS POSSIBLE when the house sold, and I was given a check for the proceeds for my end.
LoanCare is still showing that I owe money ( right now they show that I'm past due {$5300.00} with a payment to be paid on XX/XX/2023 ), and has negatively reported me to the credit bureaus. I called to talk to them and they said they never got the check, and the next step is foreclosure for the person who JUST bought the house and is living in it now.
|
| 07/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XX/XX/XXXX, i was informed by my mortgage servicing company, Loancare LLC, that they needed proof of my homeowners insurance or they would purchase a policy for {$4300.00}. This is how I found out that my policy hade been canceled on XX/XX/XXXX by my insurance carrier. I immediately obtained a new policy that started on XX/XX/XXXX and it is currently in place and they have the proof required. However, they are now going to charge me {$4300.00} for that lapsed time period. The policy lapsed XX/XX/XXXX.
I did not receive notice of the lapse from my insurance carrier, my agent or the mortgage company.
Per legal statute : The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy. The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ).
They just sent a notice on XX/XX/XXXX. They did not send any notice during XXXX timeframe. I did not receive a notice of cancellation from the insurance company as the policy had the wrong address. I am not even sure why it was cancelled as the premium was paid.
|
| 10/27/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
We are currently on a Forbearance plan as of XX/XX/XXXX. The paperwork that I received and the call that I had with the rep that initiated the FB plan confirmed that the plan ends on XX/XX/XXXX. I sent an email to the LM department to extend my FB plan and then followed up with a call to see if there was any progress on it being processed.
When I called on XX/XX/XXXX and told the rep I needed to extend the current FB plan, she set me up on a repayment plan for XXXX per month to begin in XX/XX/XXXX. I can not afford my current payment so why would I enroll in an RPP???!!!!
I called on XX/XX/XXXX and the guy couldn't help me because he was not in LM and could not see the RPP that was set up in error.
I called XX/XX/XXXX and spoke with 3 reps. One who was not in LM and needed to transfer me, the 2nd one put me on hold and then transferred me for no reason and the 3rd was able to advise that i need to call back XX/XX/XXXX to have the plan extended.
She said the plan didn't end until XX/XX/XXXX. Who extended my plan by 1 month without my knowledge and why isn't Loancare being efficient when it comes to this process?!! Furthermore, why am I having to call back to have the plan extended instead of being able to self-service?
I hate talking to them everytime I call because its always some nonsense.
|
| 07/08/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XXXX XXXX 2016 I lost my home to a fire. It was a total loss. My insurance dispersed a large check for the total loss of my home and it was placed into an escrow account at Loancare for the amount of {$350000.00}. At this time im trying to recieve disbursements so I can rebuild. I have recieved 2 small disbersments, one to my contractor for {$11000.00} and the other to the company that prefabs the dwelling for {$29000.00}. The company that is doing the prefab will not ship the materials until 50 % of the bill is paid and 100 % is paid upon delivery. The contractor insists due to the shady practices of my financial institution that a draw schedule be signed by Loancare and it is law to cover intrests involved. This financial Institution is saying that the policy is they will not disperse anymore checks until the first inspection of 50 % completion and that is impossible with the amount that has been dispersed. The amounts that have been dispersed to my contractor will not even cover materials needed to repair my foundation, preperation for the dry in and the labor needed to start the job. It will only cover permits and other minor tasks. I am a XXXX veteran that will be homeless if this matter isnt fixed in a timely manor. I am still making mortgage payments of over {$2000.00} a month on a VA loan.
|
| 06/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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Loancare, my mortgage servicing company failed to pay my supplemental property taxes even though we have an escrow account for property taxes. They did n't pay on time accruing late fees. They failed to inform us that they do n't cover supplemental property taxes thus leaving us to believe they were being paid. Then when I called to find out what was going on I found they paid the first installment late but not the second. So they pay them sometimes only when they want to? I could n't get a straight answer and they were really rude on the phone.They lied stating we were told about the supplemental not being paid however that proved to be false as well. I also have another complaint about XXXX XXXX mortgage co. who our loan is actually through, I think. By the way do n't get me started on knowing the difference between a loan servicing company and our actual lender. Anyway XXXX set us up for a second mortgage fixed rate only to find out after the fact it was home equity line of credit with no fixed rate!!! These mortgage companies are still doing shady things and getting away with it with no accountability. I have several friends who have similar stories of shady financial dealings with lenders. Since all of this we are refinancing with a much more straight forward company ; XXXX XXXX XXXX XXXX XXXX.
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| 11/15/2021 |
Yes |
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- Trouble during payment process
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Web |
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I am on a Forbearance plan with Loancare and my regular payments, according to their " Office of the Customer '' should restart on XX/XX/XXXX.
I am trying for weeks to reach this Office of the customer and called there at least 35 times. I think this is just a made up Office that doesn't even exist, because all I ever receive is a voicemail, stating the office is closed. I left numerous messages, asking for a call back-NOTHING!
I also received threatening letters from Loancare, stating my loan is in default, which is a lie.
I don't know what to do anymore and I am in fear to loose my home.
All I need is that Loancare sends me the, so called Deferment Package for me to sign and state that my next payment is due on XX/XX/XXXX.
In 7 letters from loancare i received they could not confirm that.
I want to get my loan current and begin payments again on XX/XX/XXXX when my Forbearance plan ends.
Where is my Deferment Package to sign??
If i call their " Customer Service '', they have no idea what I am talking about, transfer me to the Bankruptcy Department or let me wait in line for hours until I hang up. Right at this moment I am waiting in their holding line for 68 minutes. I need this issue resolved. CFBP should initiate legal steps against Loancare because of their unserious business practices.
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| 01/26/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I was contacted by Loan Care and informed that they would be collecting property taxes from my escrow totaling over XXXX dollars.
I called Loan Care and informed them that my property taxes are exempt because I am a XXXX veteran. I also explained to Loan Care that the Title Company submitted the property tax information in closing of the mortgage loan and the exemption is recorded in XXXX County Deed of Records. Loan Care informed me that I am not allowed to speak with the tax department and to send them a tax bill.
I explained that I do not receive a tax bill from XXXX XXXX XXXX because the taxes are exempt and I had already sent Loan Care the property tax information. Loan Care disconnected the call. I called back to Loan Care and they told me that they were not going to ask the title company for any information and they did not receive my tax information.
I am asking for Loan Care to accept my Property Tax information from XXXX County and the Department of Veterans Affairs and then update my records. I am also asking that Loan Care stop having people answer calls that do not have authority or competence to handle customers needs.
Finally, I am asking Loan Care not to collect money from my escrow account for property taxes and to address the issue of the Loan Closing being improperly handled.
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| 02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX ( XXXX ) owns my loan and until XXXX was also the servicer. On XXXX XXXX transferred servicing to Loan Care.
In XX/XX/XXXX, I started a refinance with XXXX. XXXX requested a payoff amount from XXXX. XXXX made a timely payoff to XXXX.
XXXX nor LoanCare timely credited the payoff. In fact, I couldn't even access my account information with LoanCare until XX/XX/XXXX. On XX/XX/XXXX LoanCare took a XXXX payment out of my bank account even though the loan should have been paid off. On XX/XX/XXXX LoanCare also finally recognized the Payoff payment, in the amount of {$290000.00}. HOWEVER, they also added a fee of {$700.00} labeled " ForeclosurePartialRepayPrinBal '' even though the Payoff was timely made, and even if it had not been, my auto-pay should have been pulled on XXXX resulting in NO fees or extra monies due.
On XX/XX/XXXX I attempted to call LoanCare at the phone number listed once I logged into my account. This phone number leads to an automated system with NO OPTION TO SPEAK TO A HUMAN.
I believe that LoanCare owes me a full refund of the {$2200.00} they pulled from my bank account + all of my remaining escrow + any overpayment from the {$290000.00}. Plus, they need to remove the " ForeclosurePartialRepayPrinBal '' fee from my account.
Thank you for any help you can provide.
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| 09/29/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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LOAN CARE is my home loan company. I was on forebearance from XX/XX/XXXX until XX/XX/XXXX. The forebearance was scheduled to expire XX/XX/XXXX. For the record, I would make some monthly payments during the forebearance period, so that I would not have a large lump sum.
I called at the begining of XX/XX/XXXX and paid the full outstanding amount of the forebearance, which was a total of {$14000.00}. Payments were for the months of : XX/XX/XXXX, XX/XX/XXXX, When I spXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. See attached Monthly Statement - Outstanding Document. Spoke to the representative, I informed them that I wanted to opted out of the forebearance plan.
Little did I know that LOAN CARE failed to remove me from the forebearance plan.
I tried to refiance and was denied for the following reason ( s ).
1 ) LOAN CARE failed to remove my account from forebearance. LOAN CARE informed the refiance company that I was in forebearance unti XX/XX/XXXX.
2 ) LOAN CARE reported payments as late even though I was in forebearance. The report indicated that I did not make any payments from XX/XX/XXXX till XX/XX/XXXX.
3 ) Called LOAN CARE numerous times to rectify the problems to no avail.
I have documentation to prove LOAN CARE failed to remove me from forebearance and a copy of the Refiance denial letter.
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| 12/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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XXXX XXXX XXXX/Loan Care Servicing has sent me notice of foreclosure. I have been paying the Loan Care Servicing through my Credit Union account since XX/XX/2019. My original refinance with XXXX (who declared bankruptcy) was purchased by XXXX XXXX XXXX XXXX. My monthly mortgage payments are up to date, I continue to get calls and letters from Loan Care Servicing everyday. I have faxed proof of payment to Loan Care servicing x2, talked to several of their loan care representatives many times. I was assured the problem had been taken care of on XX/XX/2019 when I talked to a supervisor of Loan Care Servicing. They stated that payments had been applied to the principal and that put me owing another payment, this had gone on since XX/XX/XXXX when they took over my loan.
This is a list of my payments and dates of my payments to Loan Care Servicing
XX/XX/2019 $XXXX paid early for XXXX
XX/XX/2019 $XXXX plus $XXXX additional payment on XX/XX/2019 as I received notice of increase in monthly payments.
XX/XX/2019 $XXXX as I received notice that I was owing another payment.
XX/XX/2019 $XXXX
XX/XX/2019 $XXXX early payment for XXXX
XX/XX/2019 $XXXX
XX/XX/2019 $XXXX included a late payment fee.
XX/XX/2019 $XXXX
I have proof of all these payments from my CreditUnion account. Please help me.
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| 10/11/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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As of XX/XX/2021, XXXXLOANCARE LLC has not fully resolved my prior complaint with the CFPB. The company still has my principal and interest payment at {$2200.00}. This is incorrect. In the loan modification correspondence ( see attached ) dated XXXX, XXXXXXXX XXXX, LOANCARE , LLC. stipulated that my principal and interest payment would be {$1900.00} effective XX/XX/2021. The first payment was due on XX/XX/2021. They fixed the escrow piece that was incorrectly processed by their escrow department and lowered my escrow payment to {$950.00} via the escrow analysis dated XX/XX/2021. However, the escrow department failed to have the updated principal and interest amount in the new escrow analysis that was stipulated in the loan modification documents. The escrow analysis ( see attached ) stated my total mortgage payment is {$3100.00}. This is incorrect. The totally mortgage payment should be {$2800.00} based on the modified principal and interest, plus the new escrow amount. LOANCAREXXXXXXXX XXXX XXXX should be shut down. Their handling of loans as a servicing company is unprofessional. I wish to be transferred to another company that will handle my mortgage payments with accuracy and care. This has been an awful experience, and I should not have to contact the CFPB to actually get things resolved.
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| 10/24/2017 |
Yes |
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- Trouble during payment process
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Web |
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XXXX bought my mortgage from another company in XXXX this year. For 6 years I had not missed a payment but once my loan was transferred I 've had issues trying to give them my payments and set up auto payments, ranging from not knowing the account was ever bought by XXXX, to continual issues logging in to their site to pay ( even at this moment I get an error upon attempting to log in XXXX, to not being able to get through the automatic voice system, to incorrect auto payment set up and never hearing about it until my home went into default for a second time and credit agencies being notified - all this despite the home payment being well within my affordability.
After 8 months, my first improper credit ding was said to have been submitted to credit agencies for correction, while at the same time, unknown to me, my auto draft was n't pulling from XXXX/XXXX/2017 to XXXX/XXXX/2017, so on XXXX I received a letter from XXXX stating that they were in foreclosure proceedings and that credit agencies had been notified again. The payment on this home in less than {$600.00}, which is less that 10 % of my monthly income and I 've never even had a credit card nor am I behind on any other sort of payment ... my ability to afford payments is NOT the issue, yet they have seriously impacted my credit score.
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| 12/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company servicer, LoanCare received funds reported by LoanCare, from the California Mortgage Relief Program, to my my loan current through XX/XX/2022.
The California Mortgage Relief Program notified me the funds stated by LoanCare had been transferred on XX/XX/2022. I was not able to access my account online or get a verification that LoanCare had received the funds to bring my loan current, until my first payment was due outside of this payoff by the state of CA, i.e. XXXX XXXX, 2022. On this date I saw that I was billed for XXXX late fees over the period of forbearance previous to the payoff request balance to LoanCare and being issued the funds by the California Mortgage Relief Program. When I called LoanCare to ask why these penalties were applied to my account, and if justified why werent they included in the amount requested to the California Mortgage Relief Program, I wasnt given answers and was told a supervisor would be calling me later to resolve the discrepancy. I never received a call nor any future calls promised by LoanCare. I also requested a balance sheet showing the charges of LoanCare for the money they received from the CA Mortgage Relief Program. Again they claimed they could not accommodate me and I received no response from any higher authorities as promised.
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| 05/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare contacted me via a mailed, written Escrow Analysis on or about XX/XX/22. The document explained that my loan account had an escrow shortage of {$10000.00}. It further noted that I could submit that amount in full to correct the shortage and reverse the resulting increase in my monthly mortgage payment.
I mailed LoanCare a check for the full amount of the escrow shortage of {$10000.00} on XX/XX/22. The funds were received by LoanCare on XX/XX/22. According to their records, {$7100.00} of the {$10000.00} was labelled as " curtailment '' and sent to the principal. However, the entire amount should have been applied to the escrow account instead.
I contacted LoanCare initially through their online contact form on XX/XX/22 and asked that the {$7100.00} amount be re-applied to escrow. That request was unsuccessful as I was not recontacted by the company.
I subsequently contacted LoanCare by telephone on XX/XX/22. I repeated my request and was told that the reversal or re-application of funds would be processed within 5 business days.
I re-contacted LoanCare by telephone again on XX/XX/22 as the re-application of funds had still not gone through. I was informed that the request on XX/XX/22 " was not clear '' and that the request would be submitted again with more detailed description.
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| 03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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The Servicing company monthly statement dated XXXX/XXXX/2021 invoiced me for a " Total Amount Due '' of {$1800.00} ; the " Explanation of Amount Due '' itemized the payment as follows : Principal : {$1100.00} ; Interest : {$5.00} ; Escrow : {$680.00} totaling the amount due of {$1800.00}. The amount ( {$1800.00} ) was paid on XX/XX//2021. The principal portion represented the final remaining unpaid principal balance of the loan thereby satisfying the mortgage. Loancare, Servicer, collected the funds and placed them in an account they called " Unapplied Account '' and proceeded to deem the loan as past due.They commenced collection activities and actually sent several certified mail to my home deeming the loan as " Past Due '' and also reported the delinquent status to Credit Reporting Agencies. I have just received a Disbursement Notice from them stating they paid the quarterly taxes which will become due on XX/XX/XXXX, 2021. have sent four messages to their website and no action ; Clearly, the company is another Hustler in the mortgage business relying on computers to do the servicing. I am seeking my satisfaction piece and the return of my original documents. Humans are unreachable at this company.
ATTACHED PLEASE SEE THE XX/XX/2021 STATEMENT/INVOICE AND THE TAX DISBURSEMENT PAYMENT NOTICE
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| 08/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
|
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Hello I have been working with the company Loancare who currently is servicing my mortgage for about {$210000.00}. The property is about 11 acres and over the last few years I subdivided the property from one parcel to 5 parcels. After I subdivided the property I put 4 of the lots for sale. I had one buyer that wanted to buy one of the lots on the property. I started the process with my real estate agent, title company to provide all the information that Loancare needed in order to process my request. It has now been about 4 months since we started the process and I have submitted all the paper work that was required and paid over {$1000.00} for an appraisal of the property. I have called over 20 times and sent countless email to Loancare and no one there can tell me where my request is at. When I ask to speak to a supervisors I get put on hold and then get hung up on. Their customers services is absolutely horrible and they are not address my request. I have always paid my mortgage on time. I would like to get some resolution around my request and have someone handle my case and acutally be able to speak to someone that knows my issues and can provide actual customer service. I have never dealt with any servicing company that is as bad as Loancare about even answering phone calls and emails.
|
| 11/23/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My home closed on XX/XX/2016. I contacted Loancare ( who the mortgage was through ) at the end of XXXX about any escrow balance. They informed me we had just over {$43000.00} in escrow that was due to us, and that the funds were released XX/XX/2016. We have NOT received any of this money. Yes they have my updated information. I have requested new checks 4 times now and every time I call I get put on hold and they just tell me " the situation has been escalated. '' I have documentation showing how many times I have called, the messages I have left, and the emails I have sent. I hired an attorney to send a certified letter to Loancare, which he did, stating if the funds were not in hand by XX/XX/2016 I was filing a lawsuit. All I got in response was a generic email and NO money. My attorney recommended then that I contact the ILDFPR and they requested I contact you. I have documentation of all of the above and how we have not gotten a refund. Please help me!
( I would also like to mention that the loan is under XXXX and XXXX. XXXX is my ex husband we owned the house together. When we divorced I went back to my maiden name of XXXX. I have court documentation proving all of this and can provide you with XXXX information if needed, he is aware of the situation and on board with moving forward. )
|
| 03/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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I contacted LoanCare servicing company, who bought our loan from the original lender after we bought our house, about my recent unemployment here in XXXX XXXX XXXX due to COVID-19 on XX/XX/XXXX. I submitted a request for help thru loss mitigation to see if we would qualify for a deferment for our home loan while we get thru this time. I received an email requesting more information on XX/XX/XXXX and documents to fill out. A LoanCare representative called me on XX/XX/XXXX and explained to me that currently they are not offering any deferment options besides a forbearance option, in which the total amount owed during that forbearance period would come due at the end of that term. If we are struggling to pay our mortgage now, with one of us not working, how would we be able to pay 3 X the amount at the end of that period. I asked if the federal gov't had made any mandates to LoanCare to help with this crisis, such as being able to skip a payment or two and tack it on to the end of the loan term, and she said no. Why is this large company not offering anything to support the people that have and are paying their mortgages on time in a time of pandemic. Other companies/ credit unions like XXXX XXXX XXXX XXXX XXXX and XXXX XXXX in California have offered relief options but LoanCare offers nothing.
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| 04/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/XXXX, XXXX XXXX transferred our loan to LoanCare , LLC, which now accepts our mortgage payments on behalf of XXXX XXXX. We received a letter XX/XX/XXXX indicating the old loan number, the new loan number, the date of the transfer, contact information, and the website to make a new online account. They included instructions to make a new account, but promised that autodraft would transfer. It is now XX/XX/XXXX, and we remain completely unable to make an online account. Someone at LoanCare , LLC has simply failed at the task of setting up a database. We can enter our old loan number, confirm the new loan number, but can not make an account due to one technical glitch after another. Customer service is unavailable or completely in the dark as to the issue, and as such can not help. Our mortgage payment amount has changed, and we can not determine why. We can only confirm that money is exiting our bank account via bank draft and have to take it on faith that it is going to the correct company and is being applied to the correct account. This is, plainly, unacceptable. I need access to my statements, and I need access to be able to confirm that everything is correct. Since notice of transfer arrived XX/XX/XXXX I have been trying and failing to make an online account for four months now.
|
| 10/21/2023 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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|
Web |
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Loan care offered me a modification during the XXXX pandemic and they told me that they would add the payments to the end. They told me that it wouldn't effect my payment history or to cause me to lose my home. They assured me that it wouldn't hurt my credit or cause any other issues that wouldn't prevent me to buy another house in the future. Then I decided to sell my home which I ultimately did and wanted to buy another home. During the process of buying a home, I find out that they have reported my loan late several times which hurt my credit and chances of buying a home. I sold my home in XXXX of XXXX and had to rent because my credit was effected. I called and the person told me that it was an error and it would be corrected. I decided to rent and then try again which I did about a month ago. Surprise to me was that they didn't correct the report and my credit was still bad due to their error. I've called multiple times over the years and their service is inconsistent and appears to be unorganized. I've spoke to other people who have experienced the same situation with Loancare. Their carelessness has caused my credit to stop me from buying a home or having to settle for worse than normal loan terms. Please help because I can't be the only one who has had issues with Loancare. Thanks,
|
| 02/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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|
Web |
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i have been trying to get some negative marks off of my report, that is reported, wrongly for over a year. I have tried writing/calling, and emailing this company. when i call you get a computer, never able to speak to a human, and they don't have my ssn #, nor my address in there system, yet continue to report this information as if it's factual. Ive written all 3 bureaus numerous times, that's a complete joke. What kind of investigation are they doing, if the company doesn't have me, or my # ssn, or address in there system, what kind of information can thy get back from this company, verifying anything? But its still in my reports, a year later. The law says i was supposed to get a early warning notice, ( 15 U.S. CODE 1681n, to prevent these kinds of situations from happening, because of the " sensitive nature '', of consumers affairs, i haven't been able to purchase a house, because of this one company actions, and the bureaus who rubber stamp everything these hugh companies do. Time, energy, money, iv'e had to retain legal council, XXXX XXXX XXXX XXXX, who for over 2 weeks, couldn't reach there legal dept, sorry couldn't get anyone on the phone. CAN someone please advise me, what i can do this is, horrific, over a year.of unnecessary stress. Companies P/N XXXX XXXX XXXX, XXXX XXXX XXXX
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| 09/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
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XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Loan number : XXXX Hello, I'm filing this complaint, against LoanCare, as I have been unable to move my request for a loan modification foreword in any manner whatsoever.
My first attempt to resolve my foreclosure began in XXXX of 2019. I submitted all required documentation and nothing happened. LoanCare simply let that modification request lapse.
My second attempt to resolve this matter with them began on XX/XX/XXXX and submitted ALL required documents, for review on XX/XX/XXXX. I WAS able to confirm that the documents were uploaded on XX/XX/XXXX, but they were unclear as to which documents were actually recieved/missing.
Since then, I have not been able to get a straight answer from them on any question that I have, whatsoever. I have contacted them over a dozen times in the last 30 days - all to no avail.
I need your assistance in getting them to formally engage me and conduct a thorough and legal review of my request for modification. My ex caused a very serious financial issue with me, which is my reason for falling behind in the first place. That issue has been resolved, I have more than enough income to support returning to making my payments and I'm simply trying to do the right thing.
Please assist!
Thank you so much..
|
| 08/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
Gentlemen! First of all, I did not choose this crooked mortgage Co : my previous mortgage servicer went bankrupt, the government took over the mortgages and gave them to the crooks under the name LoanCare LLC, without asking my opinion or consent. this company charges their customers bogus hidden fees. they charge me {$10.00} every month for making my monthly mortgage payment. they do NOT provide you with any other payment option that would allow you to avoid paying {$10.00}. this is a ripoff : this " fee '' was never disclosed to me nor I ever agreed to pay it. if they charge thousands of client {$10.00} each every month {$10.00}, that will add up to a nice chunk of money for them fordoing nothing, - not too shabby. and what prevents them to turn this {$10.00} bogus fee into a {$50.00} or a {$100.00} bogus fee next month? My account is paid on time before the due date, the representative on the phone was not capable of explaining coherently what the {$10.00} ripoff was for. can you please help me to understand why I am being robbed {$10.00} each month? I am a semi retired senior citizen, I work only 20 hours a week due to my multiple and serious health issues and I am still raising XXXX minor children, I don't have any spare money to give to every crook out there. thank you for your help.
|
| 06/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
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Problem : - LoanCare , LLC incorrectly report " DELINQUENCY '' to all the credit bureaus for a mortgage payment for XX/XX/XXXX when it was paid.
XXXX LoanCare , LLC incorrectly reports " XXXX '' to all the credit bureaus for a mortgage payment when the loan is transferred to another bank.
What happened : - I purchased a home at the beginning of XXXX and LoanCare , LLC. was the lender.
- I set all my auto mortgage payments through LoanCare , LLC website, and all mortgage payments were paid on time ( please refer to the attached documents ).
- On XX/XX/XXXX, I made my XXXX and XX/XX/XXXX mortgage payments through auto payments ( please refer to the attached documents ).
- On XX/XX/XXXX, LoanCare , LLC sold the loan to another lender ( XXXX Bank ) and stated the mortgage loan is being transferred, effective XX/XX/XXXX. After this date, a new servicer will be collecting your mortgage loan payments from you ( please refer to the attached letter ).
- I contacted and complained regarding the issue back in XX/XX/XXXX ; however, the problem was never solved.
- As of today, XX/XX/XXXX, the delinquency still appears on my credit report and has caused my financial issue because I wanted to purchase a new house, and the lender raised my interest rate and is in danger of being refused the loan.
|
| 12/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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Re : Loan Payoff - Estate of XXXX and XXXX XXXX XXXX XXXX # XXXX SSN ending in XXXX To Whom it May Concern : As requested, we received a payoff letter enclosed with astounding fees of a foreclosure proceeding. Based on our court hearing, the motion for XXXX and XXXX was ordered, adjourned, and decreed that the file be declared inactive rendering file inactive. The judge, in our favor granted to suspend any actions of foreclosure proceeding. Unknowingly of fees not mentioned. To include, our title does not hold any liens of balances with the exception of a mortgage amount of {>= $1,000,000} We have contacted by phone, both XXXX and XXXX and LoanCare , LLC for dignified actions, but was to only be diverted to one another to resolve. This letter is to kindly plead a request of the immediate cancellation of the fees in the payoff of the mortgage effective XX/XX/2022. Our good faith has provided upkept payments to LoanCare , LLC to the home for preservation and maintenance. In receipt, please provide an updated payoff letter for us to file with the Estate.
Should you need to contact us, please do not hesitate to call at XXXX. We thank you in advance for your expeditious actions, and consideration in this matter.
Sincerely, Heirs to the Estate of XXXX and XXXX XXXX, XXXX XXXX XXXX XXXX XXXX
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| 04/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This company has provided false, inconsistent, and contradictory information to me regarding both our regular and supplemental taxes. One representative assured me on a recorded line that our supplemental tax would be paid and the late fee incurred would be covered by LoanCare LLC. Another manager told me that the supplemental would not be paid by LoanCare LLC at all. This company 's modus operandi is to pay the regular property taxes either at the very last minute or late. I was assured that our latest tax bill was paid, but when I checked with the county they informed me they had no record of a payment made or scheduled. This company has consistently told me one thing, then not followed through and when I contacted them, told me something entirely opposite from their initial statement. This has caused numerous problems with our refinancing, and it is clear this company is regularly operating outside of anything that would be considered an acceptable way of conducting business. It was not our decision to even have an account with LoanCare LLC., as our mortgage was sold to them. It honestly blows my mind that they are allowed to operate this way. I am currently attempting to close our escrow account with them, which I have been told is under review and they may not allow me to close it.
|
| 08/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
LoanCare misapplied my first mortgage payment to another loan and then credited it to the correct loan 3 months late. They took my second payment and put it into a suspense due to the first payment not being made ( was they misapplied it ). On the second payment an extra {$620.00} was made toward principle. Only {$190.00} of the {$1500.00} payment was ever credited toward my principle. Third payment was credited as a two payment ( one due and one in advance ) instead of applying {$1100.00} onto the principle as directed by the payment coupon. All payments were made on time with an attached payment coupon properly noted with the extra principle payment. See email letter. After 5 months of no resolution, I had to hire an attorney to write a letter in my behalf to the mortgage company and still not results. I am out {$4000.00} in attorney fees and it is still going higher.Review my XXXX 2017 billing statement and you can see all the errors in the details ; nobody can figure out what LoanCare is doing to my mortgage loan. They also attacked my credit file with a 30-59 day late that dropped my score from XXXX to XXXX. I have never been late on any of their payments and they sent me a letter stating they would not damage my credit report due to their errors ; however, reported me late anyway.
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| 01/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I made my XXXX mortgage payment early in XXXX. The mortgage company 's website said my next payment was due in XXXX and showed the next automatic debit scheduled for XXXX XXXX.
On XXXX XXXX the mortgage company debited my account. I called Customer Service on XXXX XXXX in the afternoon and requested a refund -- I then emailed Customer Service requesting the refund with a screen print of my bank account showing their debit. I was told that a refund would take XXXX business days.
On XXXX XXXX ( 2 weeks later ) I called Customer Service again. No action had been taken regarding my refund! Customer Service said they would speak to management and expedite the refund.
On XXXX XXXX ( 1 week later ) I called Customer Service again. They said a paper check had been put in the mail on XXXX XXXX, and I should expect it within 5-7 business days.
My Problems : 1 ) The website is not accurate and customer service is not aware of it.
2 ) Customer Service was unresponsive for 2 weeks on the refund.
3 ) Zero communication from the mortgage company about the refund.
4 ) Refund is not in-kind -- they took my money by direct debit, but then refund by check which will take 5-7 business days to arrive and then multiple days to clear my bank account. Meanwhile my next payment is due in 4 business days.
|
| 01/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hi I have several months and several times asking to this bank to remove the private Morgage Insurance because my property has more than 20 % in equity and I sent the recently appraisal of my property to the bank ( about 1 month ago in my online bank account ) I sent several request to get removed the Private morgage insurance that I am paying monthly because I have a conventional credit but bank is not giving me answers, same way in coronavirus time I asked reduce my interest and they skip my request and just the put my debt for coronavirus in my Morgage and never gave me the promotional interest what government was offering although I asked it in that moment, so they never gave me the promotional interest rate and now they are not also giving me any answers!! I am tired of asking answers and they skip it because is not themselves interest, thats unfair!!! I want my interest rate what I asked in that time of 3 % and I want now to remove the PMI!! I need a specific answer to remove the private Morgage insurance because my property is value now in more than $ XXXX and I just had a debt with bank of $ XXXX, a have BIG EQUITIY I dont need to pay anymore the PMI, see attached the appraisal that I sent to the bank about 1 month ago in my loan care account online showing a value of {$400.00}
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| 01/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I received a letter from my loan servicer ( Loancare ) saying that I didn't have insurance and needed to update my insurance information with the servicer. This did not make sense because my insurance is supposed to be paid from the escrow account by the servicer. My initial insurance term was for one year XX/XX/XXXX - XX/XX/XXXX. The loan servicer did not even make the payment out of my escrow account for the next year until XX/XX/XXXX, so it was late. Now the servicer is saying that there was a lapse in my insurance coverage from XX/XX/XXXX - XX/XX/XXXX that they are trying to charge me for - I attempted to call the provided number to get clarification on this and it is completely automated with no option to talk with a human being. It does not make any sense that there would have been a lapse in my insurance because I should have been covered for a full year. Additionally, it is the responsibility of the servicer to make payments out of the escrow account which the servicer clearly did not do and now they are trying to charge me additional funds for their mistake and are refusing to provide me an explanation. It is absolutely unacceptable for the loan servicer to charge the home owner for their mistakes and the lack of transparency and inability to reach a human being is ridiculous.
|
| 07/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My XXXX XXXX XXXXXXXX XXXX XXXX was transferred to LoanCare in XXXX XXXX. I have never missed a mortgage payment, or made any late payments. I've been paying my mortgage for 5 years. Since my loan was transferred to LoanCare, I have been receiving letters stating that my {$1600.00} month payment is now {$5.00}, XXXX. XXXX. Most recent letter states that if I don't remit required payment ; my credit rating will be jeopardized, and I may lose my home. The letter also stated that my mortgage is 2 months past due. The letter is originated from XXXX collection agency. I have never had a problem when I was making payments through XXXX XXXXXXXX XXXX. After receiving this recent letter, I can't sleep, and am so stressed-out about someone taking my home, or doing something worse ... XXXX knows what. This feels like harassment ; and very threatening. I see other complaints, and it seems no entity is doing anything to deal with this company. How long does this have to go on before something is done? Have we no protection anymore? I have copies of letters, but I would like a regular, intelligent human being to step-up and help me and other tax paying, mortgage paying, law abiding citizens to resolve this ongoing, and incredibly disturbing situation. Thank you, and look forward to hearing from you.
|
| 10/04/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
As of XX/XX/2021, XXXX/LOANCARE LLC has not fully resolved my prior complaint with the CFPB. The company still has my principal and interest payment at {$2200.00}. This is incorrect. In the loan modification correspondence ( see attached ) dated XX/XX/2021, LOANCARE , LLC. stipulated that my principal and interest payment would be {$1900.00} effective XX/XX/2021. The first payment was due on XX/XX/2021. They fixed the escrow piece that was incorrectly processed by their escrow department and lowered my escrow payment to {$950.00} via the escrow analysis dated XX/XX/2021. However, the escrow department failed to have the updated principal and interest amount in the new escrow analysis that was stipulated in the loan modification documents. The escrow analysis ( see attached ) stated my total mortgage payment is {$3100.00}. This is incorrect. The totally mortgage payment should be {$2800.00} based on the modified principal and interest, plus the new escrow amount. LOANCARE/XXXX XXXX XXXX should be shut down. Their handling of loans as a servicing company is unprofessional. I wish to be transferred to another company that will handle my mortgage payments with accuracy and care. This has been an awful experience, and I should not have to contact the CFPB to actually get things resolved.
|
| 10/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
|
This complaint relates to a transfer of loan servicing from XXXX to XXXX XXXX/LoanCare or whatever their name actually is? The Loan number is XXXX, collateral XXXX XXXX XXXX XXXX XXXX, Ca, XXXX. During the transition negligence was obvious in who, where to make a payment.? I made the same {$560.00} Monthly payments to XXXX and each and every check was cashed. Finally I began making my payments to XXXX XXXX? Then Loan care ( extreme vagueness ), The comedy of errors a misapplications of funds including ( I make all mortgage payments by a third party -proof of service by mail and certified mail ) even with that timely payments are applied in the late on or after the XXXX so they can make profits of penalties.. The instant claim involved the simple fact that that each and every month for the last year and the preceding years I have made all payments for {$560.00} on time to XXXX and now Loan Care, copies of checks sent to show the application of each month to the appropriate check cashed by XXXX, XXXX XXXX and Loan Care and their inability to find proof of all payments made is tatamount to conduct that serves no useful purpose but to harass and annoy. They are debt collectors first and customer service second, unable to resolve conflict that most reasonable people would discern easily.
|
| 10/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
|
Our mortgage was transferred to LoanCare, LLC ( from XXXX ), in XXXX XXXX previously we were paying our mortgage monthly on an auto debit schedule around the XXXX of each month. we were informed that our first payment would be due in XXXX to LoanCare. We waiting until XXXX XXXX, to make sure our auto payment was indeed cancelled w/ the previous company, and then submitted a payment around XXXX XXXX or XXXX, 2016. This check posted to our checking acct at XXXX on XXXX XXXX. however a couple of weeks later we received a notification from LoanCare stating our payment was never received. we had our bank faxed a certified letter stating the payment had indeed posted to our acct and should be credited to our loan.
We made another payment the XXXX. this check posted to our account on XXXX. Today, we received a letter from loan care stating we owe them {$4700.00} ( XXXX month 's payments ) or they are reporting us to collections. This is mortgage fraud. they are taking our money and not crediting our loan, and threatening to ruin our credit. i am planning to file a police report in case our credit does get dinged. I have reported them to the XXXX ( who I am assuming they have paid to not have their rating listed, as no reviews exist ). I am going to look into changing the mortgage company.
|
| 05/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have applied for a loan modification In XXXX of 2020. I have called regularly to see how the application is going and what I should do next. Every time I have called, I have been told not to make a payment and that it takes 60-90 days to go through. We are well past that point and 2 managers have been involved trying to get the process to go through.
I have filed a complaint and the response was for me to start all over again. They will not acknowledge that they have lost my information and keep trying to say that they have sent me packages to fill out and have attempted to contact me regarding the issue. I have not received any paperwork from them and I had 1 phone call in the middle of the day during the week ( I work full time and can not take phone calls ) I need someone to call me and leave a message so that when I get a break I can call them back to resolve the issue. I feel like what they are doing is illegal. To start this process over will only result in more back payments being added to my loan amount.
I want a loan modification and would like to start making payments in the next 30-60 days. The rate of the current loan is double the current market rate and a 40 year loan would significantly reduce our monthly payment and help us get back on our feet and keep our home.
|
| 03/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I had my mortgage with XXXX XXXX. I went into covid Forbearance in XXXX of XXXX. I was current with my loan prior to the forbearance. In XXXX of XXXX, I did not extend my forbearance and was ready to continue my payments. at that time, XXXXXXXX XXXX was going to do a loan modification to add the lost payments to the back end of my loan. During that period ( XX/XX/XXXX ) my mortgage was then going to be transferred to LoanCare.
XXXXXXXX XXXX was unable to complete the loan modification prior to Loancare taking over the loan. Loancare then started the modification on their end and stated that until my modification was complete and all documents signed, I would not make a payment. I received all the modification paperwork and sent it back and resumed my payments as stated in the modification ( XX/XX/XXXX ).
Loancare has reported my 180 days late for XXXX, which was a period i was still waiting for the modification to be complete, XXXX and XXXX. I will attach documentation to show I have made these payments. The home that this loan is for will be sold next week ( XX/XX/XXXX ). Loancare has not been able to provide information to when this will be corrected and had caused my family to become homeless as i can not get a new mortgage until the negligent reporting errors are corrected.
|
| 01/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This started after hurricane XXXX. My insurance company evaluated the damages and sent the payment to me. I sent the check to my mortgage company to have them endorse it when possible after all paperwork was due. We needed their endorsement and sent the check in XXXX. Since then, my house has been in shambles and my contractor stopped working bc I have not received the money from the mortgage company. I have submitted every last piece of paperwork and was needed and some. Yet, whenever I call them, I get to put on hold or I am told that this isn't their problem. I was recently on the phone with them and was told that they could " do me a favor and send me 4000 '' instead of sending me my actual amount. I was shocked and disgusted after hearing this and am in a mess at the moment because they are not cooperating and I have no other means of getting in touch with them. Every time I talk to them or call them, they keep refusing to cooperate and keep putting me on hold. I needed an inspection date from them and submitted the request as soon I could, yet they have not called back and it has been XXXX weeks. They owe me around {$24000.00} that I need to repair my house. They have not contacted me and keep troubling me with this. I hope this complaint helps me reach out and help my case.
|
| 10/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I was charged for XXXX $ for my recent payoff of this loan in XX/XX/2020. The Welcome letter states clearly payoff statement charge is XXXX XXXX I have called multiple times and no customer service representative can explain why the charge is XXXX $ and what is the base for this charge, even the supervisor XXXX XXXX employee ID XXXX, called on XX/XX/2020 ) also don't know how the charge of XXXX $ was calculated and where is the base for this charge. Since this is not listed on the Welcome letter, this charge is not legitimate. I requested the loan company ( XXXX LoanCare ) refund me with the over-charged portion. I emailed to XXXX on XX/XX/2020 with ticket # XXXX. I received response on XX/XX/2020 told me the issue was addressed. I emailed back on the same day and told them it was not addressed. On XX/XX/2020, I received response that my requested has been forwarded to the processing team. No further news ever since this email. I followed up on XX/XX/2020. Still no response.
Please help me to contact the company to solved my over-charge issues. Ive called more than 5 times with more than half an hour each time, emailed them 4 times. I requested them to compensate me for my time spent on this issue and give me an official apology.
Many thanks for your warm help!
Best Regard
|
| 04/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Due to a recent refinance, LoanCare has my loan. In my opinion, they use a coercion mechanism to deny customer the right to a postal statement. In particular, I can't see any online statements at www.myloancare.com, unless I agree to accept 'estatements ' thereby losing my right to a postal statement.
Result, IF the postal statement is wanted ( it is ) then looking up the statement online, is barred by LoanCare.
FURTHERMORE, they do NOT mail the postal statement timely. I want to pay the loan by the XX/XX/XXXX of each month ( 10 days early ). I typically don't have their postal statement, AND I can not look up the eStatement online either. The result is I have no statement at all, neither electronic nor postal, when I'm ready to submit payment ( typically the XX/XX/XXXX ).
I've had MANY mortgages ( and credit cards ) in my life, and never experienced this type of blockage against postal statements, NOR blockages against looking up statements online.
All attempts to resolve this with Loancare fail absolutely. They are uniquely unhuman and unhelpful. Now they changed my statement headers to " XXXX '' apparently moving my loan servicing to another subsidiary. The tight timing to my objections, suggests they changed the company name on my statement, to 'cover their tracks '.
|
| 07/20/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
I have a home equity loan with a company in XXXX, XXXX, Loan Care, who is horrible. Dealing with them has been a nightmare in general. Reaching them on the phone is difficult at best. I can almost never get in touch with a human being ; their automated phone system has perfected the art (? ) of the runaround. Back in 2009, I was told that I was {$13000.00} in arrears ( no foreclosure proceedings had been instituted ). My husband sent them the {$13000.00} and it was not applied to the loan ; it was put " in suspense '', whatever that means. I STILL have no idea where it went. My husband requested a copy of the original loan and we were sent a copy of the loan for someone in XXXX. We had very expensive plumbing problems this last year and got a little behind, so of course they began foreclosure proceedings. Well, that has been " resolved ''. The latest trick is that we have tried no less than XXXX times to request a payoff amount so we can get rid of the headache that Loan Care is, but I have yet to have received it. And again, it seems to be impossible to speak to an actual human being. To add insult to injury, they are also impacting my credit report. My congressman 's office tells me you can help me. I hope so. Please let me know what you need from me.
Thank you for your time.
|
| 05/10/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Below is the issue : To : LoanCare Attn : Mortgage Resolution XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RE : Error Resolution Notice under 12 C.F.R 1024.35 To Whom It May Concern : We received your reply, along with the payment history payment, however, it still does not address or rectify the issue. As you noted the initial payment after we fulfilled the terms of the Modification Agreement was {$500.00} short. However, the month before on XX/XX/2019, there is a {$500.00} credit that was applied thus lowering the payment the following month of XX/XX/2019 to {$2300.00}. We were never given an explanation as to what and why this {$500.00} credit was applied. It would seem to us that for whatever reason this credit was applied and then not considered when we made the payment the following month.
Either way the error is/was not on our part and this needs to be corrected and updated immediately to reflect our true and accurate payment history.
They refuse to acknowledge their mistake nor explain where and what this {$500.00} credit is. When I asked for all mortgage statements for 2019 Loancare conveniently omitted the XXXX statement that could have shed some light on this.
As a result they keep saying we are 30 days late.
|
| 02/26/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
I keep having trouble with this lender, my track record of complaints with CFPB proves that.
I thought we were on the same page once again, requesting my monthly payment be lowered, modification approved and monthly mortgage payment lowered, thank you.
Please see the following : new modification first payment due XX/XX/XXXX of {$2200.00}. in which I paid attachments will prove that, XX/XX/XXXX payment scheduled of {$2200.00}.
notation : I had 2 XXXX in XXXX of XXXX easily proven, loosing approximately {$3800.00} in rent from my XXXX XXXX, never ever did I let the lender know that as I paid my XX/XX/XXXX, it wasn't necessary.
Now the lender is telling me that it wasn't applied at all because of an escrow advnce balance, that they refusing to tell me the breakdown, not in my contract, also if it is taxes and homeowners insurance I could have paid that seperately, besides that is included in my monthly mortgage payments, and extra funds that go in my escrow account.
threats have been made and put me in default and I am not Before I meet my demise, I am turning at least 300 pages, to include emails to an attorney to move forward with this company. I certainly see how 3,000 plus complaints have been made on this lender.
I have attached copies recently received.
Thank you.
|
| 08/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX XXXX closed in XX/XX/2019. Loancare took over the loan. A mortgage payment was made in XX/XX/XXXXand XX/XX/XXXX using the old XXXX account number. XX/XX/XXXX payment was properly processed and credited to my account. XX/XX/XXXX payment was paid by XXXX XXXX (my personal bank) but not applied to either my former account number through XXXX, or my new account number through Loancare. I spoke with a Loancare representative on XX/XX/XXXX and was told they were looking into the matter. XX/XX/XXXX and XX/XX/XXXX were paid using the new account number and the payments were properly dispersed into the mortgage account. I have received certified letters threatening foreclosure, despite keeping in contact with Loancare every week about this matter. A proof of payment of the XX/XX/2019 payment issued by XXXX XXXX was emailed to Loancare on XX/XX/XXXX and a ticket number was issued to me to ensure proper communication. XXXX XXXX has also ensured me they are working to resolve the issue. I have also reached out to the XXXX XXXX XXXX. The only thing I am asking for is the money either given back to me, or the money dispersed to my loan account. It has been over 30 days since this problem has been brought to Loancare's attention, and I am frustrated by the lack of response and urgency.
|
| 03/12/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was laid off from the XXXX XXXX XXXX for 17 months and got behind on my payments. My loan was with XXXX XXXX XXXX until XX/XX/XXXX. They sold my loan to XXXX a company out of Virginia.
I've tried numerous times to do a loss mitigation or a restructuring of my loan but each time I was told that documents were missing. I am currently working now in the oilfield and my pay is reduced but I can pay my mortgage if they will work with me. Again I submitted all docs via XXXX and received a phone call from XXXX stating all papers were received. Yet two days later I received an Email saying it's incomplete. Missing were 30 days of my pay stubs which I sent. I Emailed them my response got no reply, so I Emailed pay stubs and also XXXX my pay stubs to a XXXX XXXX and XXXX XXXX ( my Point of Contact ). I feel this is a stall tactic to foreclose because of the " missing '' docs. and also I received a letter from an atty representing XXXX that im in default and have 30 days to respond.
I am frustrated and depressed over this process and have filed this complaint about the handling of my mortgage and in my opinion unfair business practice that needs to be looked into. I've also looked at their online reviews and it's not just me with complaints.
Please look into this XXXX XXXX XXXX XXXX
|
| 04/07/2016 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
|
|
I missed a payment in XX/XX/XXXX with Loan Care. I applied several times for a Loan Modification, but was turned down each time. XXXX XXXX, they contacted me for a loan modification. Loan Care signed me up for their loan modification program. I had to make a payment XX/XX/XXXX, XXXX XXXX, and the XXXX of each month, which I did. I used my debit card, and noted the name of the person to whom I gave the payment, since they would never give me a confirmation number. XXXX XXXX, Loan Care turned my account over to XXXX XXXX XXXX ', which is another division of their company. I continued making my payments with XXXX ' per my agreement with Loan Care . When I completed the loan modification program, I attempted with a couple different companies to refinance my mortgage at a lower rate, which would lower my monthly payments. I learned The XXXX XXXX had reported my XX/XX/XXXX payment as late, and reported my XX/XX/XXXX payment as not being made. Thus no other company would do a refinance for me, and The XXXX XXXX could keep charging me a higher rate. I contacted the XXXX XXXX citing names and dates of my payments. They refused to remove their wrong information from my credit report, stating they could report whatever they wanted because I was in a loan modification program at the time.
|
| 10/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2022 my mortgage was made current through XX/XX/2022, by the California Mortgage Relief Program ( see attached award letter ). On XXXX XXXX XXXX I received a letter from my mortgage servicer, LoanCare, that stated that FORECLOSURE will be suspended for 60 days ( the time my loan has been brought current ) and that I will be given till the end of XX/XX/2022 to accept a Loan Modification for terms I have not received. Stated in the letter, I am told additionally that my online access to my account will be continue to be restricted until my loan is brought current? I was also given contact details for a representative that I have been previously denied access to. I continue to be denied a single point of contact with whom I can get reliable, trustworthy status and next steps going forward. I have received nothing in writing concerning the status of my account, or details and terms of proposed agreements they expect me to enter into within the next 20 days. I am unable to manage my account online ( as should be accessible by their stated policy of being current ). I continue to be discriminated against for services enjoyed by all other debtors served by LoanCare. I do not have great confidence the correct status of my account is being reported to credit agencies as well.
|
| 05/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
At the beginning of the pandemic, in 2020, I was deferred from my job and was offered forbearance from my mortgage company. I was told no payment would be due and my account would remain current. This was not the case. They did not honor the forbearance and claimed I failed to make my payments in a timely manner, in spite of the fact that I wanted to resume payment in accordance of the terms of our original agreement. Instead, they continued to report me late, returned my payments back, and threatened me with extortion. They said if I didn't refinance a new mortgage through them they would put me into default and initiate foreclosure proceedings. I was willing to comply as I felt I had no other options until I was presented with the following terms, 3 % at 15-years. When I received my application, the terms changed without notification to 5.75 % at 40-years. I explained I am now able to pay and resume my mortgage and I am seeking no more than 15-years terms and they claimed they only offer 40-years term. They have intentionally reported me late, which would prevent me from seeking other financing options. This is extortion. I have went online and have seen numerous others with the exact same scenario. Loancare needs to be investigated and its clients need help, especially me.
|
| 02/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I recently refinanced my mortgage and was assigned to LoanCare. I was shocked to find out that they charge you a penalty to pay online if you do not pay your mortgage within the first 4 days of the month. A traditional late penalty applies after the XX/XX/XXXX, but if you pay your payment online between the XX/XX/XXXX-XX/XX/XXXX it is {$5.00} and if you pay it the XX/XX/XXXX-XX/XX/XXXX it is {$10.00} and if you pay it after the XX/XX/XXXX if is {$10.00} on top of the late fee. The bill is still on time any time between XXXX of the month. If my bill is on time, why and I being penalized? It does not seem legal to charge a penalty for simply paying online. This is an unfair and deceptive practice, especially when I have no control over my mortgage company ( which is an entirely different issue ). Homes are ( for the majority of people ) the largest purchase and largest bill and it is crazy that you not have any control over who services your loan.
When I was first assigned LoanCare I went online and was surprised to see they have one star reviews on any type of review platform. I've yet to have some of the issues others have complained about, but as a consumer I should have more choice as to who services my loan and should certainly not be penalized for paying a bill online.
|
| 08/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
The real estate taxes were not paid for XXXX or XXXX. {$1000.00} was taken out of our escrow account in XX/XX/XXXX, but the XXXX XXXX Treasurer never received the payment. {$1000.00} was taken out of our escrow account in XX/XX/XXXX, but the XXXX XXXX Treasurer never received the payment.
I have called, emailed, filed tickets for 'payment research ' inquiries, and we have not heard anything back from Loan Care. I always have to initiate the contact.
XX/XX/XXXX Representative XXXX let me know that there had not been an investigation started because they did not show that the taxes were delinquent. I added documents to the online account to show the tax bills as well as the statements we received from Loan Care showing that they had taken money from our escrow account.
XX/XX/XXXX I emailed the payment research department with a request to open an investigation. I was told that there were notes in our account from XX/XX/XXXX that showed we had no delinquent taxes, but when I checked the website myself, it DOES show that no taxes have been paid for XXXX or XXXX.
XX/XX/XXXX I was told the specific check numbers for the payments, however no one ever followed up with whom the money went to. They were supposed to see who endorsed these checks or if they had even been cashed.
|
| 11/02/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My mortgage was transferred back in XXXX of 2016 from XXXX to LoanCare. On XXXX/XXXX/2016 I called loancare to verify if they 've done any payment to my hazard insurance company ( XXXX ) since my due payment is on XXXX/XXXX/2016, surprisingly the loancare agent told me that my hazard insurance is not included in my escrow account, however it was disclosed when the transfer took place back in XXXX, also the loancare agent informed me that I should 've received refund check of amount {$570.00} back in XXXX 2016, so I told him that I did n't receive any refund check of this amount, after all the runaround given by loancare employees along with speaking to the manager for the past two weeks .After being frustrated and hopeless, I decided to avoid the confusion and take care of my home insurance myself, therefore I called back loancare and told them to send my refund check which I was supposed to get back in XXXX 2016, so I could pay my home insurance by myself, and I ask them to do not include my hazard home insurance in my escrow account in other word just keep the mistake they 've done the way it is, because I did n't want to cause more confusion .Until today I still have n't received my refund check, and every time I call loancare I get a different story from their employees.
|
| 07/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I cancelled an automatic mortgage ( loan Care LLC ) payment due to issues with my bank account. I submitted a one time payment to cover my mortgage. Although my auto draft was cancelled the servicer still took the funds from my account. I called in the morning of XX/XX/2020 to let them know I need the funds returned immediately ( I mentioned that I needed the funds returned that same day multiple times and the representative did not say it was not possible ). I submitted the request per their instructions and received no update. I called back the same day for a status update and they told me it would take 10 to 15 days to process ( information that, if I had it before, could have made a difference as I could have wired money before the wire cut off time ). I asked to speak to the supervisor and she said it's not 10 to 15 days ( at this point I have been given 2 pieces of wrong information ), I asked what they are going to do to fix this and the supervisor kept repeating that their is a process but did not offer any other solutions. Access to the funds ( which I could have gone around had the first representative told me it was not going to happen same day ) was very crucial for me and now I am in a difficult position because I have bills due that I can not cover right away.
|
| 02/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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We sold our Arizona home and settled our outstanding loan balance. At the time the real estate taxes debited from our escrow account by LoanCare had not cleared with XXXX County ( {$1500.00} ) and so we had to pay the full amount at the time of settlement. We informed LoanCare that their check for the real estate taxes was never cashed and requested a refund. I tried following up with XXXX county to expedite the return of the funds to LoanCare, but as LoanCare had written the check, the county tax department could not help me. I gave LoanCare the details to follow-up with XXXX county on XXXX XXXX, XXXX. I followed-up with LoanCare customer service numerous times by telephone ( XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, and three times on XXXX XXXX, XXXX ). Each time I was told their tax department is handling it and I would receive a call back. Each time I waited 20-45 minutes for a customer service representative to answer the phone. I 've asked several times to speak to a supervisor, but am put on hold and then disconnected. I simply want the funds owed us returned, but regardless of how often I call I make no progress on receiving the money owed us by LoanCare. Please advise how I can proceed, as I need the funds to pay my bills.
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| 05/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I purchased a condo here in XXXX just over a year ago and have been making monthly payments for the last year.
a few months ago I started receiving email messages that THE INSURANCE ON THE CONDO HAD LAPST. I contacted the XXXX insurance company and they looked it up and said my insurance is current. Mortgage company said they would be putting FORCED COVERAGE ON CONDO IF I DIDNOT SHOW PROOF OF INSURANCE ) I continued to receive notices and when I called the computer generated message it said my insurance had expired last XXXX ( I only bought the condo about XXXX XXXX. I called XXXX insurance back and they continued to show insurance was current. I had XXXX FAX PROOF OF INSURANCE TO THEM.
I continued getting notices on expired insurance and finally got a real human to answer the phone and they said EXPIRED INSURANCE WAS FOR LAST YEAR!
I was able to get ahold of XXXX again and they FAXED PROOF OF INSURANCE FOR LAST YEAR.
On XXXX I faxed the letter from XXXX XXXX of XXXX XXXX XXXX XXXX ) showing I always had insurance since I bought the condo.
On XXXX I received my statement from LOANCARE SHOWING THEY HAD TAKEN XXXX OUT OF ESCROW TO PAY THE INSURANCE.
LOANCARE is very bad about answering the phone and refuses to refund the {$870.00} money taken out of escrow.
thank you
|
| 09/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Myloancare was servicing my mortgage that started in XXXX of XXXX by XXXX XXXX XXXX. I was set up for autodraft and they took my XXXX payment electronically for {$1100.00} I received a letter saying my mortgage had been taken over by XXXX and when I called, they told me that my EFT would not work and it had to be re-set up. This was XX/XX/XXXX and my payment was due the XXXX. They said I did not have to pay it, because they would allow 30-60 days during the transition. However, I know that they will still be charging me interest, so I made the {$1100.00} payment to XXXX on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX XXXX, serviced by Myloancare ( loan number was XXXX ) withdrew {$1100.00} from our checking for the XXXX payment. It has been a nightmare to try and get these funds back. 13 days later and I can not get anyone to return my call. I have received communications from a XXXX XXXX via phone and email trying to track down my money. I sent copies of my bank statement to XXXX XXXX. Finally XXXX said they found the money but would only mail me a check and they refused to do an electronic transfer and when I requested by voice mail for an overnighted check, no repsonse. I even left a voice mail for XXXX XXXX who is the CEO of the parent company and not even a courtesy response.
|
| 11/30/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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We closed on our house in XX/XX/XXXX and property taxes for that year were collected at closing. The original servicer/lender ( XXXX XXXX ), per our closing agent cashed the check for the XX/XX/XXXX property taxes on XX/XX/XXXX. Our loan was subsequently service released a few months later to LoanCare, whom is now our current mortgage servicer. We received a delinquent XX/XX/XXXX property tax notice early XX/XX/XXXX of this year. We proceeded to email LoanCare on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with no return response. It appears per looking at our payment history that LoanCare disbursed payment in the amount of {$2500.00} to satisfy the delinquent XX/XX/XXXX property taxes, which the funds were previously sent and cashed by the original servicer back on XX/XX/XXXX. Essentially we have paid the XX/XX/XXXX property taxes twice with the advancement of payment by LoanCare. We had the understanding that as our current mortgage servicer, LoanCare would contact the original servicer on our behalf to resolve the matter. However, LoanCare just proceeded to advance payment, thus causing us to have a severely negative escrow balance. Our monthly mortgage payment will increase significantly when the next escrow analysis is performed. Please provide any assistance that you can.
|
| 05/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
One XX/XX/XXXX, I received a letter from XXXX, XXXXstating that I had an escrow refund check issued in XXXX and it was canceled. I followed the instructions on the letter to fax a form stating to reissue the check. On the letter, it stated requests would be completed within 7-10 business days The form was faxed on XX/XX/XXXX. After sending several emails and leaving voicemails with the contact on the letter to follow up on the request, I did not receive any response. I then resorted to send a secured message through their website which got me the same result, no response. I finally was able to get in touch with someone through their customer service center, " we know it stated 7-10 days but we have received over 60, 000 requests '' and I should be getting a check now in mid XX/XX/XXXX. However they never would verify that the fax was even received. So I am not confident that mid XXXX will even be reached.
If they knew the amount of requests was XXXX they should have known they would not have been able to meet the turnaround time-frame stated. Also, I am having a hard time believing that many customers did not receive or cash a refund check and am led to believe they never sent those checks thus trying to cover their tracks. This process feels deceptive on several levels.
|
| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My home loan was transferred from XXXX to this new servicing company, Loan Care XXXX # XXXX. They were behind and delayed in sending communications about the transfer of the servicing and apparently my direct autopay was removed, even though they have it on file. I made the payment on XX/XX/2019 online since the new servicing Company stated over the phone, upon speaking with me that my autopay was not transferred and I needed to establish that again. I received this information also in writing. Today, XX/XX/XXXX, I realized that the new servicing Company ( Loan Care ) took the initiative to take another payment without my consent. I called them today immediately to request refund but they told me will not be able until XX/XX/XXXX. I told the specialist as well as his supervisor that's unacceptable because I have another auto draft mortgage payment that is scheduled for this Friday and my money {$880.00} needs to be back into my checking account this week, by XX/XX/XXXX, ASAP to avoid incurring in late fees or credit impact.
I am reaching to this regulatory agency for help since they are not taking seriously my concerns. What they did is a violation of bank regulations, taking additional payment without customers consent even when the account shows current. That's crazy!
|
| 05/03/2023 |
Yes |
- Debt collection
- Medical debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
I recently received in the mail a letter from Loancare LLC stating that they are now in possession of my Mortgage. My currant mortgage company is XXXXXXXX XXXX in which I had a legally binding contact signed in person with wet ink. Upon logging on to the XXXXXXXX XXXX website I noticed that Loancare is not affiliated with XXXXXXXX XXXX ( see attached proof ). They are a company held by holding company XXXX XXXX XXXX who is also not affiliated with XXXXXXXX XXXX. As I login into my account I receive a message that my loan has been paid in full ( see attached proof ). As is my right as a consumer, I request that Loancare LLC validate this debt by providing me with a legally binding contract signed by myself in wet ink, or any contract signed between myself and Loancare LLC ( see attached copy of validation of debt letter ). The letter was sent by certified mail ( # XXXX ) and was received by Loancare LLC. I am ensuring that the CFPB is aware of the possible fraudulent request to collect on a debt, to insure the following. Loancare LLC does not attempt to affect my credit rating in any way, that collection on this debt is not expected in any form until proven valid, and that no additional charges are added if the debt is determined valid. Loan number for XXXX XXXX XXXXXXXX.
|
| 10/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LOANCARE withheld an excessive amount in escrow for property taxes and has not refunded the overage to me despite numerous written and verbal complaints. After the purchase of my home XXXX XXXX, XXXX, an amount for estimated property taxes was withheld that did not include exemptions for XXXX, school tax and state age. I provided LOANCARE with a copy of the approved exemptions XXXX XXXX, XXXX requested a review and update of the amount withheld in escrow. They acknowledged receipt of my " inquiry XXXX but submitted no other response. Verbal follow-ups produced no results. I submitted a copy of the tax bill of {$850.00} to LOANCARE via their complaint portal for timely payment, an escrow review and the amount withheld in escrow updated. XXXX XXXX, XXXX LOANCARE acknowledged receipt of my inquiry. XXXX XXXX, XXXX LOANCARE notified my they disbursed {$3200.00} for property taxes. I called XXXX XXXX, XXXX and spoke to XXXX XXXX XXXX, provided my inquiry number and requested immediate correction. She apologized for the errors, explained the incorrect check was sent but they would submit a correct one, review and update my escrow and refund the {$3200.00}. She accomplished everything but the refund. I have been unable to reach her nor anyone in the customer service department.
|
| 05/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Loan Care LLc . XXXX XXXX XXXX XXXX . This company purchase my mortgage from XXXX XXXX XXXX about one year ago. Since the purchase I have had problems with payments crediting in a timely manner and not XXXX XXXX XXXX my Home Owners insura nce company called me to advise I they have not received my insurance payment for the new year. The payment was due XXXX XXXX XXXX . The bill was sent out by the insurance company to XXXX XXXX servicing XXXX XXXX XXXX XXXX , SC XXXX 30 days in advance. My policy will be cancelled XXXX XXXX XXXX if payment is not received from the Loan company. After I was advised of this situation I signed into the Loan company web site and saw a debit was removed from my escrow that same day. This is 13 days after the due date. As of today the 13 my insurance company has nor received the payment. I hope they will receive it next week because I do not have the funds to cover that and once cancelled I will never be able to purchase that same policy. This is unacceptable and this company has hundreds of such complains on the internet. The is also a complaint page that seems to be run by the company itself which of course gets no action just to make customers believe the government will see the complaint.
|
| 03/13/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
The mortgage lender " Loan Care '' recently bought our home mortgage. We pay our monthly mortgage payment on time every month to them. Our local property taxes were due in XX/XX/XXXX. A Loan Care representative assured us the tax payment check had been mailed to our tax authority on XX/XX/XXXX. The check was never received, putting our tax status as delinquent. After several calls to Loan Care, they responded by saying the check was received, but returned to Loan Care by our tax office. We checked with the county tax office, and discovered the check was never received, and they would not return a check for tax payments. After several more calls over the past several months ( it 's now mid XX/XX/XXXX ) ... Loan Care has still failed to pay our property taxes from our mortgage escrow account. They continue to make excuses, as we continue to pay our monthly payments to them. We even had a rep from our local tax office on a 3-way call with Loan Care, and they continued to make excuses, and said the check will be mailed. To date our taxes have NOT been paid, a lien is about to be placed on our home, and the county publicly posts our names in the local news as delinquent dead beat home owners! I 'm not even sure how all of this will affect our credit, but we need your help!!!
|
| 09/03/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
A short sale was negotiated between my lawyer and Loan Care servicing center for the following property : XXXX XXXX XXXX XXXX XXXX, FL XXXX The short sale was approved and final closing occurred on XX/XX/XXXX and XXXX, 2019.
I signed on the XXXX at the Title Company office and the buyer signed the following day.
The total amount owed on the property was approximately {$110000.00} and a sale was negotiated for approximately {$85000.00} The Title Company confirmed that the negotiated amount was sent.
A property search clearly shows that the buyer is the owner.
Loan Care keeps reporting to XXXX that I owe a balance of approximately {$110000.00}.
I have disputed this at least twice, and I get no mail with no explanation. The XXXX credit report still shows this balance.
In fact, I have not received a single piece of mail from Loan Care since the closing.
I'm not quite sure how after over 9 months, they still consider this an open account?
If it's open, why does the balance show {$110000.00}?
I don't know what the XXXX credit bureau is reporting. But it's possible that is incorrect as well.
One of the attachments shows a screen shot of XXXX County showing a new owner.
I mailed Loan Care FCRA compaint by mail and they never responded to it. ( attached )
|
| 11/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I pay my mortgage every month with Loancare, a Service Link Company. I called their customer service line and attempted to use the automated phone payment system. When this proved to be nonfunctional, I redialed and navigated my way through an endless menu system which seemed to be designed to avoid letting callers through to a human telephone agent. Ultimately, I reached XXXX at XXXX XXXX. My loan number is XXXX. XXXX refused to let me speak with a supervisor until I threatened this complaint.
The supervisor seemed more pleasant, and took my payment over the phone.
They can't seem thus far to be able to understand why my online account access is not able to be restored. In fact, the customer service agents were unable to do anything because they were having errors in their system as well. This has been the general experience with Loancare. The biggest problem is that Loancare is not even my servicer - it's a subservicer, a double outsourced company taking payments and passing them on to XXXX XXXX XXXX, so I have no idea how to actually speak to my actual mortgagor.
Loancare still can not figure out why their online portal does not function for me on any of my devices, so it looks like for the forseeable future, I will have to continue to waste my time on hold.
|
| 10/25/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I took a mortgage in XX/XX/XXXX with a bank. In around 2 months they sold my account to Loancare Service Company ( XXXX XXXX XXXX XXXX ), and everything was ok up until my property taxes for XX/XX/XXXX were not paid on time. I called loancare in XX/XX/XXXX, XX/XX/XXXX andXX/XX/XXXX this year,XX/XX/XXXX and all they told me is they will take care of it, they are waiting for the county tax office to send or give them the bill. I pleaded with my lender, loancare to just please pay my property taxes, they did not. In the meantime, the county office were adding late fees and interest and sent my bill to collection agency. I kept calling loancare and sent the letter from the attorneys office about not paying property taxes possibly foreclose on my house. Finally loancare paid the property taxes in XX/XX/XXXX the whole amount including late fees and penalties, now loancare is saying am responsible for paying the late fees and penalties. Loan care is refusing to take responsibility of the late fees and penalties added to my property taxes. I think and believe that am not responsible for paying late fees because I have an escrow account on my mortgage and have been notifying loan care since XX/XX/XXXX to pay for property taxes. My mortgage went form {$1700.00} to $ XXXX/month.
|
| 10/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Contacted LoanCare LLC on XX/XX/XXXX to obtain a payoff amount/date. I was told via phone of the payoff amount ( {$59000.00} ) that would be good thru XX/XX/XXXX and the customer service rep also said they would send an email with the information. Based on the amount provided over the phone, I submitted a payment to satisfy my balance. This payment was submitted in the same manner as all payments have been submitted which is an electronic transfer from my bank. This transfer was received by LoanCare on XX/XX/XXXX.
I had not heard back from the company and called them today ( XX/XX/XXXX ). I was told by the customer service rep that my payment had been received but had not been applied to my loan. The rep stated that because the payment wasn't submitted by Cashier's/Certified check or wire transfer it would not be applied to my loan until Friday XX/XX/XXXX, 10 business days after LoanCare received the payment.
I stated this doesn't make sense, this was never explained to me and that I submitted the payment as always and by holding my payment for 10 days this would cost me extra interest. I stated the payment should be applied based on the date the payment was received ( XX/XX/XXXX ). The rep stated that wasn't their policy and it would be applied as of XX/XX/XXXX.
|
| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am trying to pay my monthly mortgage bill. It is due on the 1st of every month, but there is a 15 day grace period.
When I log in and choose to make a direct ACH payment, it does not show that I owe a late fee. But instead, shows that in order to make a one-time payment, I must pay {$10.00}. There are other ways I can pay for free, like mailing a check or using their mobile app on or before the XXXX. But to pay over the phone or online through their portal costs {$12.00} and {$10.00}, respectively.
My problem with this is it's dishonest. If there is a fee simply to pay your mortgage, it would be en force at any time you pay. This is essentially a late payment fee without being named as such. I've never had to pay a fee to pay my mortgage, and I've been with about half a dozen mortgage companies since 2008 thanks to them being continually sold to other companies. This is by far the worst service provider I've had.
Please see the attached documents. It shows the ways you can pay without fee, and once you go through to the one-time payment screen, it shows the draft fee schedule at the top. On that one you'll see the box for " late fee '' is zero. The company is essentially levying a late fee but calling it something different to get around federal regulation.
|
| 06/03/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I did a temporary forbearance with my mortgage company ( Loancare ). It was due to COVID and was only supposed to last 3 months. About 3 months later I started contacting Loancare about starting up my monthly payments again. Somehow they accidentally extended my forbearance. Finally, in XXXX, I got paperwork to fill out to reinstate my payments. It took a month to receive this paperwork. I got it notarized and sent it back via XXXX. Im waiting for my payments to be restarted XXXX during this forbearance they have disabled online payments for my account ). The last time I spoke with a rep they said my payments would start again XX/XX/XXXX. The forbearance missed payments are to go at the end of my loan.
Now, unexpectedly, I am receiving letters saying my mortgage is in default and Im at risk for foreclosure. My mortgage is NOT in default. It was a planned forbearance due to COVId. Loancare has made it incredibly difficult to get my monthly payments restarted and now they are threatening foreclosure. I am devastated because Ive done everything Im supposed to and Ive been ready to make payments again.
Loancare needs to correct my mortgage so my credit isnt ruined and I dont lose my home. Literally all of this is their fault yet Im going to suffer the consequences.
|
| 09/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage is serviced by LoanCare and from the beginning it has been an absolute nightmare. Our monthly payment should have been around {$1800.00} however our first payment and every one thereafter for 3 years was {$1700.00} according to the statements they sent us. I inquired about it and was told that was the correct amount due, {$1700.00}. SO that is what we paid, every month, on time for 3 years. Now all of a sudden our payment has jumped to over {$2000.00} because they realized they were not charging us PMI as they should have been all of this time. We have continued to pay our {$1700.00} because we were not notified of the change. Now our loan is in default and we are getting warning letters. I do not feel that because loancare screwed up for 3 years that is now our fault. I do n't mind paying the new payment amount of {$1800.00} going forward but I should not be responsible for their error for the past 3 years and be made to catch up immediately. Futhermore, they are no longer posting our payments. I made my XX/XX/XXXX payment and it cleared my checking account, they cashed the check but they will not apply it to the loan! Now my credit is affected poorly. A quick XXXX search of loancare will provide you with numerous other customers in my same situation.
|
| 11/21/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Mu name is XXXX and last month I submited a mortgage payment to Loan Care Service Center, XXXX XXXX XXXX XXXX PA XXXX. They received as a ach payment that was taken from my bank. Unfortunately they returned my payment to my bank because it went to this adress witch was the old location. At first I call and spoke with XXXX, XXXX, XXXX and XXXX ( who hung up on me ). They all stated that I would receive a check in the mail. Never received. After trying to speak with inumerous people and staying hours and hours, finaly someone else told me that they returned the check to my financial institution. NO one could give any answer. However my bank did not received. They can not tell me any information on the check. called inumeours people. Spoke with XXXX XXXX and he stated that he would call me back with the information. He never answer his calls and did not returned my calls.his phone is XXXX bank calls and nothing. Spoke with XXXX, was busy and got my number. never called me back and never answer any calls. I can not talk with anyone there. I need them to give any information on the check that they sent. I just need anyone to give the infoarmation on the check that they lost so my bank can trace it. My mortage payment is late and is affecting my credit because of that.
|
| 11/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loan Number XXXX Reference : Mortgage XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX.
My loan was sold from XXXX due a bankrupt ; when the transfer the loan they missed transfer two months payments.
Ive contact new bank LOAN CARE since they claiming 3 months pay they advise me not to worry theres 3 months period and will start an investigation not pay the months in dispute until they finish all investigations.
In the meantime I've sent several documents even the bank manager called directly from the bank confirming every month an automatic payment was sending to XXXX After almost a year LOAN care respond to me saying they can't collect the two payments and I have to contact directly to XXXX and they report me late all the time the investigation last.
I've contact XXXX and finally send me a check with the two months they missed sending to loan care bank Ive trying to explain LOAN CARE this mistake and im not responsible each time I claim they adding an extra month even though the mortgage is been transfer to another bank two years ago.
Im XXXX citizen Im sure this discrimination to me since this happening Im contact the XXXX citizens lawyer in my district to help me to get justice Im attaching plenty of evidence of what im saying PLEASE HELP ME
|
| 04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Beginning in XX/XX/2020, XXXX loan servicing stopped sending me all monthly statements, updates, and end of year tax forms. I was unable to access my account online due to their shoddy website which was riddled with problems. I called two times, both of which required an hour on the phone going through multiple automated menus before I held to speak to a representative. Once I spoke with one they said the mail was being returned to them. I had not had any returned mail issues with any other mortgage lenders or current billing vendors. Due to not receiving mail I was unaware of an increase in charges to my monthly statement, so although I was paying the same monthly amount as always, XXXX XXXX put my account in delinquent and damaged my credit. I only knew about the outstanding amount because of my credit reporting company alert. Once I was alerted I immediately called XXXX XXXX, paid the difference, and requested mail to be sent to me. Still, two months later I still had not recieved a statement. Yet, they continued to charge me late fee for the months of which my payment was not adjusted to the new payment, a payment which I had no idea what amount it was as I had never been notified. This is the absolute worst mortgage company I have worked with in 20 years.
|
| 08/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I had to enter into a Covid-19 related forebearance plan with my Mortgage Servicer, XXXX. Everything was approved. Due to financial hardships, I had to sale my house. I went into my Forebearance around XX/XX/2020. I immediately put my house on the market and it was sold, it closed on or around XX/XX/XXXX. The loan was successfully paid off and I was paid my share of the profit from the sale.
XXXX has reported my credit has over 120 days late and missing payments for XXXX, XXXX, XXXX and XXXX.
My credit score has plummeted from around XXXX to below XXXX. I have reached out via XXXX, XXXX and XXXX with disputes but XXXX didn't change it.
I called Loancare, multiple times. Everytime I call them, I am told they did not report anything negative, it must be the credit bureau. I would think that if it was just one bureau. But currently XXXX and XXXX both report the exact same negative information.
I have called and emailed Loancare numerous time and no one has emailed me back. On the phone calls, after waiting on hold for over an hour each time, all they tell me is they do not see anything negative on " their end '' and there is nothing they can do. I have worked very hard for my good credit. I have XXXX late payments and a really good score, until this issue.
|
| 07/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I am currently in the care acts forbearance and was current on my loan when I entered in the forbearance. ( They are not reporting current it is being reported as deferred ) I have requested multiple times to to remove my escrow to make my payments like {$1400.00} cheaper during this pandemic. I was told that I have a 5 years seasoning period and that XXXX XXXX was the one that put the seasoning period. I spoke to XXXX at XXXX XXXX he has confirmed that I do not have a seasoning period on my loan. Now XXXX is saying that I have a high price loan and that CFPB is the one with that in place. I called the CFPB today and requested to speak to someone to get an exception for my loan as I am doing what I can to lower my monthly obligations so I do not go broke during this pandemic. Nobody is there to make a call about their guidelines! I need to have my escrow removed. This will make my mortgage more affordable and in short there is no risk to the investor or lender or servicer as the insurance will send a copy of the new policy each year to the servicer and tax office will send out statements to the servicer if taxes are not paid. Also, escrow can be placed back if I do not comply with my obligations as a homeowner. So, in short I need help. Please call me at XXXX.
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| 06/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have made my mortgage payments on time. For the past 3 months, the payment was rejected and returned to my bank without notice from the mortgage company. I re-submitted payment several times until it was accepted. I have had my XXXX mortgage payment returned to me without notice from the mortgage company. It is now XXXX and my credit will be impacted negatively due to the span of time that has passed since a payment was accepted. There has been ZERO contact from the new mortgage company that is servicing my mortgage since XXXX is in Chapter XXXX. How am I expected to continue to maintain good credit practices without support from the company servicing my mortgage now? I will not submit late payments when I paid on time. I am very hesitant to continue this issue with no contact from the new company. When I attempted to register for servicing my account with Myloancare.com, my credentials were denied. Their site would not accept my social security number for their registration process. With the technology available today, there is no reasonable excuse as to the complete lack of support from this new mortgage company. I have absolutely no way to make a mortgage payment, or maintain the good credit rating that I have acquired throughout the life of my mortgage.
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| 11/07/2019 |
Yes |
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- Trouble during payment process
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Web |
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O
ur Lender Loancare reported us to Credit Bureaus with a late payment. This dropped my husband 's once great standing credit as well as being denied a loan. Apparently our county taxes increased which in turn changed our mortgage payment. We made all of our payments thru online banking and they were sent at the end of the month to avoid any late fees, or late payments.
When XXXX 's payment was made they put that in a suspend account due to the shortage of approximately {$30.00}.
Then when XXXX came around another on time payment was made. Shortly after this I received notification by mail my payment was late, so I called loancare to find out what was going on. This is when I first learned about this issue.
At this time I had no idea it would effect our credit. It wasnt till later when we applied for a loan elsewhere and were denied that I contacted them with a letter on XX/XX/2019 to have the reporting removed. They said they could not help because they contacted me more than once.
I did say if they tried by phone that I do not answer any " 800 '' numbers because they are typically robotic calls or solicitations.
They were not willing to change anything and said I should contact the bureaus. Again all payments were made On time and were never late.
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| 12/21/2018 |
Yes |
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- Trouble during payment process
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Web |
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Last year XX/XX/XXXX my city replaced my sidewalk. The bill for the replacement was added to my winter tax bill which increased my taxes from {$87.00} to over {$1600.00}. I was well aware that this would cause a shortage in my escrow therefore increasing my payment per month. Upon receiving my escrow analysis statement I realized Loancare was still anticipating paying {$1600.00} the following year XX/XX/XXXX. I called and explained the situation at which time I was told to send in my tax statement to have this corrected. I sent in my tax statement, HIGHLIGHTED the tax amount and wrote ( with arrows ) what happened and to please adjust my tax collection and run a new analysis. A new analysis was ran but the tax amount was still set at {$1600.00}. I called again but there was an extensive hold time so I decided to leave it be for now and consider it a savings account until XX/XX/XXXX. Winter tax statements became available XX/XX/XXXX, I attached a copy of my XX/XX/XXXX statement requested my taxes be adjusted and a new analysis ran. The taxes were not adjusted AGAIN an analysis was ran and my account still shows I have a shortage. I called was transferred twice and was told I need to submit a written request. How many requests does it take to get this right?!
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| 11/27/2023 |
Yes |
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- Trouble during payment process
- Payment process
|
|
Web |
Servicemember |
|
Mortgage Lender : LoanCare I have been attempting to pay my XX/XX/2023 mortgage since XX/XX/2023... six freaking days.
I can not access their website, app, or customer service to make a payment. I absolutely refuse to send this company a physical check. This is not just me... there are many out there experiencing the same problem.
You simply can not get ahold of anybody at this company. When you call customer service it automatically hangs up on you. There is zero communication indicating if something is wrong... nothing via physical mail or email. Not any kind of automated message when you call other than the sound them hanging up.
This is outrageous and completely unprofessional! How exactly am I supposed to pay my mortgage? What exactly is going on? Why can we not access anything to make payments or talk to anybody? Its like this company has completely fell off the face of the earth. I will be filing a lawsuit If I end up with late fees and a credit hit because of this XXXX company 's inadequacies. We should have the option, with out having to refinance, to leave this XXXX company and go to another lender that is at least competent at running their business. Nobody has ever asked for LoanCare to service our mortgages... trust me!
THIS IS NOT OK
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| 01/23/2023 |
Yes |
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- Struggling to pay mortgage
|
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Web |
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|
This account is XXXX, Subserved by LoanCare.This file is in the Foreclosure Avoidance program. Which is required by the state of Oregon.
Between XX/XX/XXXX and XX/XX/XXXX I the Homeowner provided my Housing Counselor with the documentation for Loss Mitigation review. The last document, a requested Letter of Explanation explaining why the Homeowner used a XXXX XXXX with an explanation of the eldest childs income and the XXXX bank statement was uploaded XX/XX/XXXX and the file submitted to the Beneficiary Counsel for the Beneficiary to review.
Since my Housing Counselor believed it was a complete file, he contacted the Beneficiary attorney on XX/XX/XXXX and again on XX/XX/XXXX to inquire about the Loss Mitigation decision.
XX/XX/XXXX was the 2nd Resolution Conference, and my Housing Counselor was only then informed by Counsel that LoanCare was confused by the request for Mortgage Assistance, deemed the file incomplete, and had communicated that to Counsel within the last couple of days.
This lack of communications from the Beneficiary to Counsel so that I ( the Homeowner ) could resolve the issue in a timely manner is unacceptable because LoanCare never communicated that they considered the file incomplete until the Resolution Conference XX/XX/XXXX.
|
| 07/08/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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|
Our mortgage was transferred from one company to another, both belong to the same parent company. We received notice from Stearns ( our original servicer ) that it would be transferring to Loancare ( the new one ) on XXXX XXXX. I never received anything from Loancare, even though subsequent research has told me it 's mandatory. We paid our final payment with Stearns via autodraft on XXXX XXXX, the mortgage due date. On XXXX XXXX we saw a second withdrawal from Loancare in the FULL amount of our mortgage. When we called Loancare they said they did n't see that taking place on their end but had heard similar complaints by other customers. When we called back hours later, they assured us they 'd be wiring the funds back to our bank and they 'd be there by XXXX. They still are n't showing up, leaving us basically in financial ruin for the weekend with a small child at home. I do n't know ANYONE that can afford to pay their mortgage twice in a week. This is completely unacceptable and given my findings into this company today, I am not alone in my treatment from them. They need to be seriously investigated and shut down. They had no authorization to access my bank account in the first place and lied when they told us they 'd be taking corrective measures. XXXX
|
| 10/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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LoanCare LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX Short sale was started with LoanCare XX/XX/20. LoanCare has been fighting us every step of the way regarding the homeowners EDD Award Letter and EDD statement printouts being in XXXX instead of English.
***** THIS IS A CLEAR CASE OF XXXX ****** LoanCare is refusing to acknowledge the XXXX Award Letter and their XXXX Statement because they are in XXXX. They are demanding the borrower get a copy in English, which is not possible given the laws that protect non-English-speaking borrowers. XXXX said they have XXXX speaking customer service representatives, but no XXXX speaking underwriters and therefore can not use the letter we sent. THEY ARE DEMANDING THE DOCUMENTS/LETTERS BE PRODUCED IN ENGLISH, EVEN AFTER WE INFORMED LOANCARE THAT IT IS A VIOLATION OF BOTH STATE AND FEDERAL LAW, AS WELL AS THEIR SERVICING GUIDELINES. The State will not and can not produce these letters/documents in a language that the borrower DOES NOT SPEAK, as the borrower has indicated to the State that XXXX is their main language those letters/documents will ONLY be produced in XXXX.
****LOANCARE DOES NOT HAVE THE ABILITY TO SERVICE THEIR CLIENTS****** THIS IS A CLEAR CASE OF XXXX ***********
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| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
For the past year had a mortgage with XXXX wholesale mortgage and never had a problem. My loan was sold to Loancare without notice. My employer was making my mortgage payments for me due to medical issues and sent in a payment XX/XX/XXXX for XXXX. I was told there would be no late fees for 60 days due to the sale of my loan. I had my employer send in the loan amount that I had paid for the past year because I had received no notice of increased amount. Loancare applied the payment to XXXX ' bill instead of XXXX, even though XXXX ' bill was not due until XX/XX/XXXX and I had been in communication with Loancare, noting on my account about my employer paying the amount and that it would be a little late because I had no documentation provided by Loancare to submit to my employer in order to pay the bill. Loancare is now saying that my monthly loan amount has increased over 100.00 per month, when my property taxes have stayed the same and my insurance has only increased roughly 12.00 per month. I have read many complaints as to the mishandling of loans by Loancare and every time I contact them, I get a different answer. I am now considered " in default '' of my loan because they refuse to send me a breakdown of the costs verifying that what they say is true.
|
| 05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I signed up for automatic payments with the loan company on XX/XX/2021 & XX/XX/2021 I saw on my statement bad check reversal for {$1500.00} and I was charged for a returned check fee. The money was in my account I attempted to call and speak to someone about these charges and payments I was left on for for greater then 20 minutes multiple times, I left messages and I used their contact form. I did not receive any response from anyone. I never received a copy of the payment being returned by the bank from the company and my bank always contacts me with any activity on my account. I stopped the automatic payment program and now pay monthly.
I then received a letter from my home owners insurance company XXXX XXXX XXXX that my premium had not been paid by the loan company. They tried contacting them multiple times also. My loan includes homeowners insurance, property tax and the actual mortgage payment.
I emailed copies of my home owners insurance to my loan care and they were supposed to pay the homeowners insurance.
This company has the worst customer service and no communication comes from them. I want to change loan companies, I have never had this lack of response from any other company I have dealt with. I am going to try and change loan companies
|
| 12/13/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
At the end of XXXX I contacted my mortgage company to take my home out of the COVID-19 forbearance that it was in. I had to contact the VA to get assistance due to the lack of response from LoanCare. The VA told me to ask for a disaster modification because the process did not require completing an application and would accomplish the same thing. This was requested at the end of XXXX. LoanCare states they mailed documents to my home in the middle of XXXX about the terms of the agreement. My payments were supposed to begin on XX/XX/2020 therefore I contacted my mortgage company AGAIN the first week of XXXX. They said they would email the documents. I waited on hold for ten minutes and was told the documents would be emailed shortly. I still have not received the documents by mail or email although this process was started nearing two months ago. As a Veteran I worry they are just trying to get me to default on my mortgage and take my home. I am not sure where to turn as I am ready to make my new monthly payment but since I have not officially signed the new agreement I have been advised by multiple customer service reps not to send payment as it will only be applied to the past due balance that is supposed to be moved to the end due to this modification.
|
| 11/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I was on forbearance with my mortgage company XXXX sub-serviced by Loancare from XX/XX/XXXX to XX/XX/XXXX. I still made payments, only pushing out a few months until the next month. I was fully caught up XX/XX/XXXX and made extra principle payments. I knew that escrow could be a potential problem so I calculated sufficient funds each month. However, my loan servicer did not calculate correctly and my monthly payment began to fluctuate higher and higher each month. I called and talked with many agents, at least 20 times, and each time I was given different information. I asked specifically for the escrow department. I was given the run around and bounced around from department to department spending endless hours on the phone only to get to someone who acted like they did not understand the situation. On XX/XX/XXXX, I sent a detailed accounting spreadsheet of my escrow payments to XXXX Subserviced by LoanCare. I started at the beginning date of my loan XX/XX/XXXX with initial escrow payment at closing and charted all the way to my most current payment. My current balance is over {$6000.00}. XXXX Subserviced by LoanCare sent an annual escrow account statement dated XX/XX/XXXX with a balance of XXXX shortage and yet another increase to my monthly payment.
|
| 07/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I emailed LoanCare to confirm that if I made a one-time principal payment so that the principal value of my loan reached 80 % of the original value of the property securing the loan, and the appraisal showed the value of my home had not gone down, I would be able to cancel my PMI.
Instead, LoanCare sent me a letter setting forth additional conditions that I would have to meet to remove my PMI, conditions that I do not believe are permitted under the Homeowner 's Protection Act, including that I would have to wait at least two years to terminate my PMI ( See Attachment A ). Then I called customer service to talk about whether or not I would have to wait two years until LoanCare would let me terminate my PMI. I spoke with Customer Service Manager XXXX XXXX, who told me that there was a two-year " seasoning condition '' on my loan, such that I could not cancel my PMI for two years. ( See Attachment B ) ( email from XXXX XXXX directing me to website with information about two year seasoning condition ). I do not believe that " seasoning conditions '' are permitted by the Homeowner 's Protection Act. ( See Attachment C at page 6 ) I am now thoroughly confused and no one on LoanCare 's customer service team has responded to my repeated requests for clarity.
|
| 06/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I invest in rental properties in addition to working a full-time job. I own several of the properties, but have mortgages on some. My mortgage and/or mortgage loan servicing rights were acquired by Loancare on XXXX/XXXX/17. I was unaware that Loancare was servicing my mortgage until I noticed that my mortgage payment was not being deducted from my bank account. Loancare sent the paperwork to an old address or the rental property itself and made no further attempts it seems to contact me. My phone number has not changed since I acquired my first cell phone over ten years ago and before I ever had any mortgage. Rather than contacting me Loancare directed their efforts to sending someone to the rental property and confirming that it was still there. Oh, and assessed me a fee for doing so. I immediately made my mortgage current after learning that there was a payment due and two payments past due. I incurred late fees and my credit was negatively affected before I uncovered Loancare 's negligence. I attempted to have the negative marks on my credit removed by Loancare to no avail. I was given the e-mail address to customer support who has yet to even respond other than the automated response I received confirming customer support 's receipt of my e-mail.
|
| 08/27/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
|
Loan Care Servicing Center has reported to XXXX that the mortgage they serviced for me was discharged in Chapter XXXX bankruptcy. They also show show that no payments were made in XX/XX/2017. That is a false statement. Yes, I filed a bankruptcy, but this mortgage was not part of it. I signed a Reaffirmation Agreement and retained the property and paid the monthly mortgage on time, in full every month. In XX/XX/2017, Loan Care Servicing transferred this mortgage to XXXX XXXX and the house was sold in XX/XX/2017. I am attaching all documentation showing the transfer, sale and payment logs that I retrieved from Loan Care and XXXX XXXX websites. I am also attaching a copy of the court filing showing the Reaffirmation Agreement was signed and XXXX 's result of the Dispute. I filed a dispute 5 times. XXXX said as long as Loan Care keeps stating their statement is true, there is nothing they can do. I also contacted Loan Care three times. The first time by phone, they found my account. The second time I called, they said they have no record of my account. I emailed with twice and no response from them. I filed a bankruptcy and took the hit, but Loan Care filed this after the fact and I have been damaged severely. My credit dropped 60 points due to this.
|
| 11/06/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have sent Loan Care my mortgage company several request to properly adjust my escrow account and to stop collecting taxes in which I am 100 % percent exempt from paying.
I have explained to Loan Care that the tax information concerning my home is in fact stated clearly on the XXXX county XXXX website. So that all they have to do is go to the website or call the XXXX County PA tax department and ask the tax adjusteXXXX for the tax information concerning my home.
Loan Care has refused to consider any documentation that I have sent them and they have decided to collect taxes from my escrow account that I do not owe to the county.
Loan Care told me over the phone that XXXX County of PA submitted a tax bill to them requesting XXXX. This is not true. Loan Care also told me that they are required to pay this tax amount twice a year. This is not true also.
I have explained to Loan Care that the only tax amount that is due is XXXX to the XXXX XXXX XXXX once a year on XXXX XXXX.
I am asking that Loan Care collect the proper amount of taxes from my account and to adjust my escrow account accordingly.
Also, I am asking that Loan Care stop connecting me with people over the phone that do n't know anything about an escrow analysis and tax collection.
|
| 11/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
LOANCARE WEBSITE DOWN FOR EVERYONE FOR WEEKS AND ALL PHONE LINES DOWN???? WHAT IS GOING ON. NOBODY CAN MAKE A PATYMENT DUE TO THE WEBSITE AND PHONES BEING DOWN SUPPOSIDLY TO A TECHINICAL ERROR. I HAVE MY PAYMENT SCHEDULED ALREADY BUT HAVE READ MANY PEOPLES COMPLAINTS ONLINE WHERE THERE PAYMENTS DIDNT COME OUT AND THERE IS NO WAY TO SPEAK TO ANYONE????
MYLOANCARE.COM IS THE WEBSITE I DID FIND SOME INFORMATION FROM ANOTHER WEBSITE. THE CUSTOMER SERVICE PHONE NUMBER GIVEN BELOW IS DOWN TOO.
XXXX XXXX XXXX XXXX : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/2023 To : All Issuing Offices RE : UNDERWRITING - Security Event Affecting LoanCare , LLC Dear Associates : We have been advised that LoanCare , LLC has experienced a security event. As a precautionary measure, LoanCare has restricted access to certain systems, including email. We have been advised that LoanCare is working to address the issue and to restore normal operations as quickly as possible.
Effective immediately, until further notice : Do not close transactions involving LoanCare , LLC. Do not transmit funds to LoanCare , LLC.
Additional information may be available at LoanCare, LLCs website : https : //www.loancareservicing.com/ Or by calling LoanCares Customer Service XXXX at : XXXX
|
| 07/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
IN SUMMARY : A STOP PAYMENT ON A REFINANCE CHECK WAS INITIATED DUE TO DIVORCE AND NONE OF THE LENDERS WHO HAVE HELD MY ACCOUNT CAN SHOW THAT A CHECK WAS EVER REISSUED YET I'VE BEEN PAYING A LOAN SET UP TO REPAY THE ADDITIONAL XXXX BORROWED WHEN REFINANCED. DITECH SAYS THEY SHOW CHECK WAS STOPPED, BUT NEVER REISSUED.
LONG VERSION : BOUGHT HOUSE ON MY OWN IN XXXX. MARRIED AN HABITUAL CON-ARTIST IN XXXX. EARLY XXXX HE CONSTRUCTED THESE LIES THAT THE HEAT AND AIR WAS OUT AND NEEDED TO BE REPLACED ; HE HAD A BUDDY IN HEAT AND AIR WHO COULD REPLACE IT ; HE HAD TALKED TO DITECH WHO HELD MY ( MINE ALONE ) MORTGAGE AND DITECH SAID ( WHICH WAS NOT TRUE ) THAT THEY COULD NOT WORK WITH ME ALONE AS MY INCOME HAD DROPPED. EX HUSBAND GOT HIS NAME ON THE MORTGAGE, ( HE WAS A XXXX XXXX EMPLOYEE ) INTERCEPTED MY RECEIPT OF THE REFINANCE CHECK WHEN IT CAME THRU XXXX BRANCH ; SIGNED HIS NAME TO IT AS WELL AS MY NAME ; DEPOSITED IT INTO XXXX XXXX XXXX PERSONAL ACCT AND REFUSED ME ACCESS TO THE FUNDS. I IMMEDIATELY HAD A STOP PAYMENT ISSUED AND FILED FOR DIVORCE. HE SIGNED AND I FILED A QUIT CLAIM DEED. NONE OF THESE LENDERS CAN SHOW ME ANYTHING BUT A STOP PAYMENT ON THIS ONE CHECK ISSUED. NO REISSUE ; HOWEVER, I'VE BEEN PAYING ON A LOAN THAT INCLUDED XXXX I NEVER GOT.
|
| 03/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This is what I sent to LoanCare with their contact information Dear LoanCare I am writing you because I believe I received late charges that I did not deserve. I would like the charges refunded or taken off my principle.
this month I made 2 mortgage payment one was receive and the other was not.
Please view a payment made on the XXXX as well as the XXXX. The payment on the XXXX was processed after a number of days but the payment on the XXXX was never process.
the XXXX payment was received ; the XXXX payment was denied for bad check reversal. When I called Loan care I was told I did not use the correct account and routing number. I checked with my back who told me I was using the correct account and routing number.
Further I have resubmit my payment with the same numbers and it was receive with a late charge. I would like the late charge returned.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX ( XXXX ) XXXX Loan Inquiry : LoanCare XXXX. XXXX XXXX XXXX XXXX, VA XXXX Attn : Consumer Solutions Department Payments : LoanCare XXXX XXXX XXXX XXXX, PA XXXX Notices of Error/Information Requests : LoanCare XXXX XXXX XXXX XXXX XXXX, VA XXXX Attn : Mortgage Resolution Overnight Address : LoanCare XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Sent from my XXXX
|
| 07/18/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
To Whom It May Concern, I would like to place a written complaint with Loan Care ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX , PA XXXX ). After numerous phone calls requesting an explanation of my Escrow account including the removal of my PMI dating back to XX/XX/XXXX , I have yet to receive a single return phone call or Email. Any and all efforts made have been on my behalf. Any speaking to several different customer service employees including " XXXX , XXXX XX/XX/XXXX and XXXX XX/XX/XXXX '' and being promised that a manager would call me back regarding my concerns, I have yet to receive any phone calls. After being previously told that my PMI would be removed once my original loan amount was paid to 80 % or below, the PMI would be removed automatically. On XXXX XXXX I was told that I must place a written request to have the PMI removed, which I did and immediately received a replay email on that day. The replay email stated that I please wait 5 days for a response. As of XX/XX/XXXX I have not received an Email, Hard copy or a return phone call. This company has the worst customer support group that I have ever worked with, regarding any phase of business. I do have copies of the corresponding emails.
|
| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Since XX/XX/XXXX, I have tried to get my loan servicer, that acquired my mortgage, to correct billing errors with escrow. Also since trying to get this corrected since XX/XX/XXXX, I have not received any monthly bill to pay my mortgage for the last three months. I have tried many phone calls since XX/XX/XXXX, faxes, and certifies mail. As of todays date XX/XX/XXXX, I have not been able to get any billing errors corrected and no monthly billing statements for the last three months. So I have no information that the money that I have sent in the past three months fulfilling my part of mortgage agreement has been applied to principle and interest for example. To add injury to insult I found the company had placed a late charge against my account which I forced them to remove and they admitted it was wrong. This poor performing mortgage servicer company is : LOANCARE Of Virginia.
This brings to mind the Consumer Finance Capital Protection Bureau XX/XX/XXXX law which requires loan servicer to provide me by contract every thirty days a billing statement that is correct and shows past payments properly applied also this company has not acknowledge my written complaints with in five days time being submitted, and to be resolved with in thirty days time.
|
| 12/15/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Every time I reach out to the company ( Loancare ) in regards to my loss mitigation application I am told something different. Ive never received correspondence about my case and when I call the company no one seems to be able to help me or have any information about it. I was told my case workers name is XXXX XXXX be shenever answers when Im transferred to her nor does she returns my calls. Ive been told that I was in a trial payment plan for four months and was forced to make a payment of {$1000.00} and some cents without agreeing to any of it only to call again and be told that no Im not on any trail payments and that they must have been in the wrong persons file!!!! My regular mortgage payment is 1200 plus dollars so the XXXX payment then was moved to so other account not being applied to my monthly payment and now Im considered to be be late due to their confusion. Even when I visit their site it shows that there is a 1st trail payment that they are trying to tell me that they never had me pay. Their site does not allow you to pay less than your monthly balance do this wouldnt have happened unless they arranged it that way. Somewhere along the way there is a lack of communication within this company that my mortgage was unfortunately sold to.
|
| 03/19/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
When I closed on my mortgage, I had the flood and home owners insurance set up to be paid out of my escrow account and paid accordingly so there would be enough to cover these expenses. My loan was sold to another servicer ( Loan Care ) and they did not pay the insurances when they came due. I sent 2 emails to them getting a computer generated response stating within 5 days somebody would contact me, it did NOT happen either time. I spent nearly an hour talking from person to person trying to get this resolved and finally got hung up on. My insurance agent and I called again, this time we faxed them the necessary paper work proving the insurance was to be paid by the mortgager. Flood insurance was due so I had to pay it out of my pocket, even though there was in excess of {$1000.00} in my escrow account, they still have not paid the homeowners insurance and Iam not sure if I will ever get reimbursed from the money I had to spend, they said they would look into it, but I have not heard from them since. I need some help dealing with these people, I have the XXXX pages of original closing documents I faxed to them and copies of all the emails. Now Iam worried I will have to come up with more money to pay the homeowners ins. it is due to expire soon.
|
| 08/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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Starting in approx XXXX/XXXX XXXX, my tenant occupied condo property that I own and is located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX was put on a forbearance plan with XXXX / Loancare mortgage company due to my tenants nonpayment of rent. To date, the tenant owes me over {$300000.00} in 1 ) missing rent, 2 ) property damage to the unit including theft of property and vandalism, and 3 ) other damage as a result of tenants breach of lease agreement.
I have timely requested forbearance extensions for each phase and until now I have been granted these extensions. Ive spoken to XXXX / Loancare multiple times over the past several weeks in XXXX/XXXX as my current forbearance was coming to an end and I am in need of an additional extension as the tenant continues to occupy my property without payment, and the NJ XXXX County courts have continued to allow tenant to do so without enforcing an eviction and order of removal I was awarded against the tenant.
I need 1 ) for my mortgage to remain on forbearance and 2 ) to have my mortgage amount reduced given the financial losses Ive been forced to suffer due to Covid and the extended eviction moratorium that has, and continues to, allow my unruly tenants to destroy the value of my property.
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| 12/01/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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My mortgage loan got sold and the servicing moved to a different servicer ( LoanCare/XXXX XXXX XXXX XXXX on or around the first week of XX/XX/2020. During the process and before this was communicated to me I made a payment ( {$3300.00} due + {$720.00} of extra payment ) to the previous servicer that is yet to be transferred to the new servicer.
Since XX/XX/2020 and up to today XXXX XXXX XXXX XXXX I have been receiving daily harassing calls requesting payment of the allegedly missed amount, even if I called them multiple times explaining the situation. After receiving a call yesterday the XXXX telling me that the issue will be solved and making my due + principal payment for the month of XXXX XXXX {$3300.00} due + {$720.00} extra principal ), I have received a letter today XXXX XX/XX/XXXX ) notifying me that they will be reporting that I am late to the credit agencies. All this on violation of the 60 days moratory for this actions during a servicing transfer.
To make matters worse, the agents at XXXX told me that they could not do anything to stop the harassment unless a payment was made over the phone and even suggested illegal approaches as returning the payment I made to the previous services and make an additional payment to them instead.
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| 02/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Today XX/XX/2021, I called the service provider for my loan as I have for the past few months to inquiry why my payment was not taken out as scheduled with my auto payment plan. I have a bi-weekly payment plan. My loan was initially with XXXX and later transferred to XXXX XXXX, serviced by Loan Care. My payments went like clockwork for quite some time until the last few months when my payments were taken out 1 to 2 weeks after the scheduled date. In one instance I was notified my payment was late! I have spent many hours with Loan Care on the phone to ensure my payment is processed and more recently to urge them to correct the issue. What I learned today after three hours on the phone with multiple people, is that loan cares computer system does not support the bi-weekly payment plan I have which was grandfathered due to the loan transfer. They have to initiate a service request each time. Of course, it was working correctly for quite some time, so I am not sure this is accurate. I asked to be put in contact with XXXX XXXX to discuss a new service provider who can meet my needs but was hung up on upon being transferred. It seems loan care can not or will not fix this issue. I am at a loss about what to do here other than refinance. Please help.
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| 01/05/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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My household had to apply for a forbearance plan due to a furlough. Once the forbearance period was set to end I opted to have all the missed payments added to the end of our mortgage for an extra 6 months of payments past the initial 30 year plan. I submitted on the website to go this route, sign and notarized paperwork to go this route, and yet despite that someone at LoanCare hit the wrong button and performed a completely unauthorized motion for us to go with a repayment plan instead of the loan deferral. I have called them 6+ times trying to take care of this until finally a supervisor today told me we are essentially stuck doing the unauthorized repayment plan despite there being notes in our account of approved claims for the deferral. I think they are trying to add a loan of missed payments to the end of our initial loan AND make us pay back what we missed during the forbearance as a way to double dip on a family that had unexpected financial troubles related to the pandemic. Now we can't even pay our normal what would have been due mortgage payment on XX/XX/XXXX because " their system is still processing ''. Well, it's been " processing '' for over 2 months now. They deserve to be sued into oblivion, I hope they go out of business.
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| 03/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicing company transferred the servicing of my loan to Loan Care. Loan Care did not mail me any information on the transfer or a coupon in order to pay my loan.
I made 8 calls over TWO days, 6 of which went unanswered. All I was able to do was to hear how I should make a payment but was not given the correct information to do so.
When I was able to speak to a human on XX/XX/XXXX, Agent XXXX, she said she would both mail and email a copy of my loan documents to me. When I opened the email from Loan Care, I discovered I was sent a copy of another person 's loan statement, including the loan number, property address, and PO Box the person used for his mail.
When I called Loan Care again, I was on the line for 1 hour and 20 minutes, most of that on hold.
The agent on this call, Agent XXXX, was finally able to obtain my correct loan information and have it emailed to me.
The bigger concern of the agent, who was very nice, was the disclosure of the other person 's confidential information to me.
When I asked why I had not received a loan payment package Agent XXXX told me her company had only received my loan as of XX/XX/XXXX, and would not be sending me a bill until XX/XX/XXXX, by that time my loan payment would be late.
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| 01/18/2024 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I hope this letter finds you well. I am writing to bring to your attention a matter of concern regarding the reporting of late payments on my credit report. I recently obtained a copy of my credit report and noticed that there are late payments listed on my account.
Upon reviewing my records, I have not been delinquent on my payments, and this discrepancy is causing a negative impact on my credit score. I understand the importance of maintaining a positive credit history, and I am eager to rectify this situation promptly.
LOANCARE LLC XXXX I kindly request your assistance in investigating and correcting the late payment entries on my credit report. I have attached copies of my payment statements for the relevant months, which clearly show that I made the payments on time.
I understand that errors can occur, and I appreciate your prompt attention to this matter. I kindly ask for your cooperation in correcting my credit report as soon as possible. Additionally, I request confirmation in writing once the necessary corrections have been made.
Thank you for your understanding and cooperation in resolving this issue. I believe that with your prompt attention, we can rectify this matter swiftly and ensure the accuracy of my credit report.
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| 03/19/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Im currently in the process of attempting to refinance my current VA mortgage loan but when I spoke with XXXX, they said I had a late payment in XX/XX/2020 affecting my ability to receive favorable rates. Ive had Auto Draft setup since the inception of the loan and have never missed a payment going on five years to include multiple military XXXX XXXX. Somehow, in XX/XX/2020, the auto draft did not process, and I did not catch it until XX/XX/2020, in which I immediately paid on XX/XX/2020 both XXXX and XXXX. I have already verified that my auto draft executed for XX/XX/2020. The customer service representative for Loan Care that I worked with in XX/XX/2020 made a note in the system explaining what had happened, and additionally, had the late payment fee waived because we agreed I was not culpable for the error. Im requesting correction of the payment history as soon as possible so I can continue with the refinancing process and minimize the undue hardship of this error. I have yet to receive a resolution or correspondence from LoanCare. I've had to call multiple times to get an answer from them. They've acknowledged it was mistake on their end but have failed to correct the payment history that's negatively affecting my financial situation.
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| 09/25/2019 |
Yes |
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- Trouble during payment process
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Web |
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To whom it may concern, I purchased my property in XX/XX/XXXX. In XX/XX/XXXX, I reached out to my loan servicing company to have my PMI removed. According to the company, I needed to have one of their approved appraisers go to my home to have it appraised before the PMI could be removed.
They stated to me that the cost would be {$580.00} to have one of the approved appraisers come to my home. I paid the {$580.00}, the appraiser came, and my house was appraised appropriately.
After I received the appraisal, my loan-to-value ( LTV ) was below 80 %. On the company 's website, it claims that my LTV must be 80 % or below to remove the PMI. However, I received letters and have called the company several times and they have stated that my LTV must be 75 % in order for the PMI to be removed. I did not receive any paperwork or any statement at all that stated that my LTV needed to be at 75 % in order to remove the PMI.
I have reached out several times to this company, been on hold for hours, and keep getting transferred, rerouted or told I will " get a call back ''. I have also requested a refund of my {$580.00} appraisal fee. However, I was told that since the appraisal was completed, I can not receive a refund for the cost of the appraisal.
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| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi, My complaint is with Loan Care. My account was just transferred over from XXXX in XXXX 2019.
My problem is that they do not use their "unapplied" account to hold incomplete mortgage payments. Which I learned the hard way.
I was behind on my mortgage about 3 months. I am XXXX XXXX so my income is not that consistent or timely should I say as things may happen with deals...
I made an arrangement to make 2 payments because that is what they would accept. (Luckily in my job when I do get paid it's a lump sum but what about people that have regular steady pay and cant come up with XXXX in a mth...) I ended up sending in the wrong amount by XXXX. Instead of someone calling me they send ALL the money back to my account. This in turn made the amount I had available for the mortgage Payment less because I had other automatic payments coming through my account but of course the mortgage is 1st priority. This was my 1st payment with them so I had no idea they send incomplete payments back. Not only that but you have to make 2 pmts at a time if you are behind instead of you being able to send what you have. This also eliminates the option to pay your loan bi weekly as I had been accustomed to. It's a mess that I'm trying to fix.
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| 04/01/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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My mortgage was being serviced by Loancare , LLC of XXXX XXXX XXXX, XXXX XXXX Va XXXX. They automatically took the mortgage payment from my checking account on the first day of each month ever since they took over servicing the mortgage. Our LAST mortgage payment was due to be taken out on XX/XX/2021, and more than enough funds were there. However, Loancare failed to take out the last payment on XX/XX/XXXX, which I did not realize until after I looked at my Bank Statement after XX/XX/XXXX, and claimed that I had not asked for a pay-off letter so they did not take the final payment. No one ever told us that we needed to request a pay-off letter, and after requesting one, they demanded that we wire the last payment to them even though it was less than the money they were holding in escrow for taxes and insurance. ( They did refund that money later. ) We wired the money immediately, at a cost of {$35.00}, but in the meantime, Loancare reported us to the Credit Reporting Agencies as missing payments, which caused a huge drop in my credit score.
When I wrote to Loancare to correct their mistake, all they did was to report that the account was now current and closed, never correcting the erroneous characterization of our payment as being late.
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| 03/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my mortgage with Loan Depot XXXX My previous Company was XXXX XXXX. ( Customer Service : XXXX ) XXXX XXXX ( aka Loan Care, LLC ) was requested not to pay my XXXX tax bill but they did. Both companies sent a check to the Town of XXXX for {$4600.00}, Loan Depots check was cashed and used to pay my tax bill. XXXX XXXX was supposed to refund me the money since they did not pay my taxes. I contacted them several times, sent proof from the Town of XXXX that my taxes where paid in full by the other company on XX/XX/19 and was told i would be issued a refund as soon as they got the money back from there 3rd party company. I have received 7 identical emails weekly from there escalation department that all say in 3 days we will contact you with a resolution. I just spoke with them again and for the 1st time was told they are waiting for the Town to mail back the check? I asked for a supervisor and i was disconnected.
They have my contact info and no one has called me back. I do not believe XXXX XXXX has any intentions of refunding my tax money, i refinanced because as soon as they bought my mortgage from my previous lender there was an " escrow shortage '' that they could not explain and later refunded and I do not trust the company.
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| 03/15/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Payment Errors : LoanCare did not properly credit the payment that I made on XX/XX/XXXX in the amount of {$2700.00}. This payment should have been credited as a standard monthly mortgage payment and distributed to Principal, Interest, and Escrow. Evidence of this payment has been provided to LoanCare through email and a direct letter referencing Error Resolution Notice under 12 C.F.R. 1024.35.
Had this payment been applied appropriately, I would not have been charged a late fee of {$110.00} on XX/XX/XXXX and {$110.00} on XX/XX/XXXX. Therefore, I requested a credit for these late charges in the amount of {$220.00}.
I have made numerous attempts to correct this issue by calling LoanCare customer service line on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I also emailed documentation on XX/XX/XXXX ( LoanCare Ticket # XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), and XX/XX/XXXX ( XXXX ). Finally, I mailed LoanCare a formal letter referencing Error Resolution Notice under 12 C.F.R. 1024.35 outlining full details, proof the payment was made and received, and my account and contact details.
To date, I have not received any acknowledgement of my inquiry or been offered any timeline for expected resolution.
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| 02/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Hello : My Loancare account is as per attachment.. My mortgage was taken out in XX/XX/XXXX, with XXXX XXXX XXXX XXXX XXXX XXXX ( as per attachment ).
This mortgage was sold to Loancare in the year XXXX.
This property at XXXX XXXX XXXX, XXXX XXXX was sold on XX/XX/XXXX.
Loancare has charged me on this sale the following fees A ) XXXX Reconveyance fee B ) XXXX Recording fee C ) XXXX Late Charges D ) XXXX Fees Owed to Loancare E ) XXXX Account closing F ) XXXX Statements to Loancare These fees from A-F are incorrect.
I have asked Loancare on XX/XX/XXXX, where I was supposed to be charged by XXXX XXXX for the fees, A ) XXXX Reconveyance fee, B ) XXXX Recording fee, D ) XXXX Fees Owed to Loancare, E ) XXXX Account closing, F ) XXXX Statements to Loancare.
Loancare did not answer my detailed email, on how it was allowed to charge me this {$360.00}, in extra fees. This {$360.00} of money should be refunded to be.
For C ) XXXX Late Charges, D ) XXXX Fees Owed to Loancare. There was no late payment made to Loancare, and there D ) XXXX Fees, was paid to them on XX/XX/XXXX, of XXXX. This sum of {$50.00} should be refunded to me.
I appreciate your help beforehand. Any other information you wish to have, I will forward to you.
Thank you
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| 03/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was put on a forbearance program by my mortgage lender at the time XXXX. When the forbearance period had come to and end I was told that I would be put into a trial period of three months before I would be reinstated. I was also mailed this statement in a form of a letter. I made those payments, then I was told I had to go through three more trail payments. I made those payments on time or before its due dates as well. In between the beginning of the process my loan was transferred to worst possible Mortgage servicing company in the industry Loan Care. At the end pf this " trial period '' which I had gone through two times now, I was then told I was denied reinstatement because I was supposed to have signed some paper that was delivered to my house but was never actually signed upon delivery, but left outside rather according to the tracking number ( which I don't have, they can provide that ). I was never told about any documents to sign at the beginning of this process. I had already signed everything that was needed with XXXX. Also I was already violated when I was made to go through the trial period for a second time because Loan Care was not ready to fluently continue with the process of which XXXX had already started with me.
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| 01/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Experience is Knowledge, and Knowledge is power.
XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXXXXXX ( XXXX ) XXXX Thursday, XXXX XXXX, XXXX XXXX.
XXXX XXXX, VA XXXX Attention : Consumer Solution Department As of XXXX XXXX, 2016 the named company received my mortgage as the Server. To date, I have received no correspondence from Loan Care. I contacted my old Mortgager and was informed to wait for a new loan number from the New Server, Loan Care.
My transfer letter states that during the next sixty days, no late fees may be charged to me, until the Loan is properly transferred.
I am presently receiving harassing automated calls from Loan Care. A follow up call says that this is a courtesy call reminding me that my loan is due on XXXX XXXX, 2016. I contacted Loan Care via phone and was told that the Harrassment Calls could not be halted unless I write a request.
Please consider this my request, that automated Harassment ( courtesy calls ) must not be made to my phone. I pay for this phone service for my business use. Your continued harassment will be reported for what it is : an interruption of my peace, disturbance of my livelihood, an intimidation.
Please immediately stop future calls to my number, ( XXXX ) XXXX.
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| 03/13/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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On XX/XX/2017 we sent the proceeds from sale of our previous home to LoanCare, " a XXXX company. '' Today, XX/XX/2017, LoanCare 's website states that our outstanding principal balance is {$32000.00}, down from an original loan amount of {$330000.00}. Obviously LoanCare received the priority mail envelope that contained a cashier 's check AND a cover letter requesting cancellation of PMI. [ Please see attachments. ] However, as of today our account information on LoanCare 's website states the next payment due is exactly the same amount as all previous payments. When I finally got through to a representative at LoanCare he said the request had not been processed but he would submit the request today 's date. He also said that the earliest we might see PMI cancellation reflected in the monthly amount due would be XX/XX/2017 but that it is unlikely that LoanCare will complete the process that quickly. Therefore, under the best case scenario we will have paid at least three months -- possibly more -- unearned PMI, which the representative said would not be refunded. 12 USC 4902 ( e ) ( 1 ) ) states that a servicer may not require further PMI payments or premiums more than 30 days after the date on which the written request was received.
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| 06/08/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I have mortgage with XXXX which originated in XXXX, XXXX. They used Loan Care for their mortgage payment processing. I submitted payments directly though them, although would occasionally also use The XXXX XXXX 's web page. On XXXX XXXX, XXXX I submitted my monthly payment to them using my credit union 's bill pay feature ( as I had done in the past ) I did not know that it had been transferred the previous month. I was told in XX/XX/XXXX, by the XXXX XXXX, that my XX/XX/XXXX payment was late. I then found out about the processing center being changed. I contacted Loan Care and asked them to forward my money, as they had in the past, to the XXXX XXXX, or to return my money to my account. I had used an electronic transfer, so it should be easy to verify. As of XXXX XXXX, XXXX they still have not forwarded or refunded my money, making my mortgage now 4 months late. I have placed numerous calls and emails to Loan Care to get this resolved to no avail. I call every XXXX days. Often, they will tell me they are waiting for information I already supplied. They tell me it is forwarded to a manager, and that they will contact me. No calls are returned. I have asked XXXX XXXX to help, since the loan originated with them. Nothing has been done.
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| 03/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My mortgage was sold to Loan Care several years ago. After the COVID pandemic, Loan Care mailed me documents to facilitate lowering my monthly mortgage payment through a program they call a Flex Modification. I called Loan Care and told the representative that I accept the Flex Modification offer. I then set up automatic payments in the new monthly payment amount to Loan Care from my credit union account. After 3 monthly payments were received by Loan Care, I received a notice from Loan Care demanding that I pay the last 3 mortgage payments plus the next month 's payment to avoid foreclosure on my home. When I called Loan Care to find out why all my payments were ignored, the representative stated that each of my mortgage payments were XXXX cents short. For XXXX cents, they are threatening to take the only house I've ever lived in. I have called them multiple times, yet they claim that my poor eyesight that couldn't distinguish between a XXXX and an XXXX makes no difference to them. Now they are demanding all 4 payments to be sent to them yet they refuse to credit my account for the 3 payments they received from me that were each XXXX cents short.
Please provide any guidance you can to help me save my home of XXXX years. Thank you.
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| 10/10/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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I filed chapter XXXX bankruptcy XX/XX/XXXX. My mortgage was not included and has been and is still being paid on time every month. My credit report states I filed bankruptcy on my mortgage and does not show payment history or balance since the filing of my bankruptcy. I am in good standing with my mortgage and it should be used to increase my credit score but instead there is no info. I had problems with them already holding my payments and not posting them and reported them to the irs for not posting my XXXX and XXXX payments that were taken out of my account in XX/XX/XXXX and they put in a holding account and didnt post until XX/XX/XXXX so they didnt include on my mortgage interest statement. I provided documents to IRS and they told me I was correct and to claim it and they are investigating them now. They keep holding my payment in a holding account making it look like its late on my statement when it arrives and it clearly states XXXX thank you for payment ( in holding account ) when I call they tell me not to worry about it but they are obviously scamming me. And XXXX did nothing about it. Obviously if I had submitted my house in bankruptcy I wouldnt be paying it and it would have been taken from me. I pay on time every month!
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| 08/21/2017 |
Yes |
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- Trouble during payment process
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Web |
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Hello, A couple of months ago, I received a letter from the state seeking past due property taxes be paid. This would be taxes that I signed to have paid through escrow. When Loancare purchased my loan, they were not including that amount in my monthly mortgage statement. I have thrown away the dates and operator numbers when I was under the impression that this issue was corrected in XXXX 2017. I called 4 times. I have sent documentation from my closing agreement that my property taxes would be paid through escrow and each time I called, i was promised that I would receive a call back from a manager with a resolve. No manager ever called me. On the XX/XX/XXXX call, I demanded to speak with a manager immediately and only then a manager moved the amount that had been paid toward additional principal payment was reversed and applied toward my taxes and was told that moving forward the issue would be corrected. The XX/XX/XXXX statement showed that the reverses were made and monies were applied to the taxes. I have just received my XX/XX/XXXXmortgage statement and it is still not corrected. I 'm not certain why I have to beg a company to do something that was supposed to be done when they first purchased my loan. Please help. Thank you
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| 01/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The company Loancare is a terrible company. Their website does not work to login and review, pay our account. The statements are confusing. It is close to impossible to contact them for help and assistance. We are so sad that we are with this company and we are stuck with them for now and it's so frustrating. They have added an escrow account to our payment without notice or consent after paying our property taxes even though we had paid our taxes on our own which we have done for years. We looked up thousands of reviews about this company XXXX and were horrified to learn that so many people are in the same boat and are thoroughly frustrated. We have been trying to contact them for months are always the same thing - a recording to leave a message. Of course we never get a call back, no letters or correspondence, ... nothing. We don't know what else to do but hire an attorney. The worst part is we checked our credit and they have been reporting us 30 day late for XXXX payments in 2021 even though we are on autopay without a hitch. Hundreds of people reported the same on XXXX. We felt to communicate to others who may be with Loancare is the best thing we can do to help and perhaps this agency can investigate their business practices.
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| 10/14/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In response to LOANCARE, LLCs correspondence dated XX/XX/2021 ( see attached ), the information they provided is still incorrect. Loancare does not keep accurate book keeping or accounting. My issue has still not been resolved. Loancare stated that my escrow account is short by {$1500.00}.
On XX/XX/2021, I made a payment of {$2800.00} ( see attachment ), which LOANCARE did not apply to my account. The payment is sitting there because their system was not properly updated with my correct mortgage amount due monthly. Because of their slothfulness in updating their systems, it has caused the payment to not apply. Again, on XX/XX/2021, I made a payment of {$2800.00}, which LOANCARE has not applied to my account. The funds were deducted from my XXXX bank account on XX/XX/2021 ( see attachment ). Also, on XX/XX/2021, LOANCARE sent me an Escrow CHECK for {$5800.00} ( see attachments ). In the correspondence dated XX/XX/2021, they stated that I am short in escrow by {$1500.00}. LOANCARE shouldve never sent me a check for {$5800.00} if I would be short in my escrow. My payment should be {$2800.00}. It should not be {$2.00}, XXXX. Again, LOANCARE should be shut down for the mishandling of several hardworking Americans mortgage accounts.
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| 02/16/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Our mortgage loan was transferred to LoanCare in XX/XX/XXXX. During that time they failed to pay our Taxes on time, in fact they paid them a year late after a penalty had all ready been added. Here we are once again in the same situation. When they finally paid the XX/XX/XXXX taxes they next day they drafted our escrow account and took out the XX/XX/XXXX taxes so that was on XX/XX/XXXX. Here we are XX/XX/XXXX and the Tax Assessor has not received payment. I have notified the company since XX/XX/XXXX of this and still not able to resolve this issue, and now a penalty has been added. Our payment has gone up about {$400.00} due to the fact they are not calculating the escrow correctly. I have been in contact with the Tax Assessor we live in a small town and everyone is very familiar with one another and they have not received any calls from Loancare concerning this issue. Every time we call we get the run around. It does not take 3 months to locate a missing payment and reissue a check. I do n't know what else to do I am grasping for straws. I have asked to speak with a manager and I do n't get any where all they say is that they will escalate the issue. I have yet to receive a call back from them but I continue to call them weekly.
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| 02/04/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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My mortgage was sold from LoanCare to XXXX over a year ago now, my payment for XXXX 2015 was sent to LoanCare, but was never forwarded or returned to me. I have called both XXXX and LoanCare for resolution and they continually give me the run around, I have multiple tickets in with LoanCare regarding my payment and have been told the issue is closed and resolved every time I call to check. They have yet to actually resolve the issue and I have called multiple times and sent them documents multiple times without resolution to the issue. On the flip side, XXXX is charging me late fees monthly for a missing payment that I technically never missed, I originally called them when the issue first came up and they told me they would take care of it, I called them multiple times over the ensuing months and they kept saying they were taking care of it only to find out later from an employee at XXXX that the truth is they would never do anything about it. Essentially LoanCare and/or XXXX is holding my payment and is not applying it to my mortgage and neither is calling me regarding my complaints filed with them, every time I call either my complaints are closed without contacting me or giving me any resolution or without fixing my mortgage.
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| 08/23/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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The payment status for my loan has been incorrectly reported to the credit agencies XXXX and XXXX and as a result my credit score has gone from Exceptional to Fair. Both show me as 120 days delinquent on the XX/XX/XXXX mortgage payment, even though my mortgage was paid off in XX/XX/XXXX. Note, from XXXX XXXX through XXXX XXXX I was in forbearance, and was approved to be in forbearance until XXXX XXXX XXXX
Attached are documents from Loan Care confirming my forbearance, and confirming that my loan was paid in full. Note, I had extreme difficulty in closing my loan with Loan Care. The company did not respond to my requests to obtain the title of my apartment ( stock certificate to my coop ) in preparation for closing. I believe it only did so -- 4 months after my initial request -- as a result of my complaint with CFPB. The erroneous reporting of my mortgage status is another example of Loan Care 's gross negligence.
I am also writing to the three credit agencies to dispute my score.
Attached documents : -- Compliant to Loan Care ( two documents ) -- Confirmation of forbearance from Loan Care -- Closing documents demonstrating that the loan is closed -- XXXX & XXXX credit reports. I am still trying to get the XXXX report.
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| 08/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On XX/XX/2019 2 automatic payments were issued to this lender. Once I checked my checking account I notified the lender to please return one of the payments back to my account. I was told that I had to wait for the check to be cleared by Federal Reserve. After waiting 2 weeks were then told to get a statement from my XXXX XXXX. After that I waited and then told it was being handled. It made no sense that the check we asked to be returned was not treated the same as the check that was applied as the XXXX payment. Bothe checks came from the same account. If the 2nd check was such a difficult item to process why not reverse the payment send that money back to me and apply the 2nd check as the payment.
No where was it indicated nor did I authorize a principle reduction payment. This company held onto my funds intentionally.
On XX/XX/XXXX I finally received a check in the regular mail in the amount of {$480000.00}.
The payment amount submitted was {$4800.00}. The {$4800.00} should have remained in my account and accrued interest at 2 % for the 19 days it was erroneously held by this lender in their bank. I am demanding the return of my entire payment that was deducted from my checking account and the interest lost on my money ...
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| 03/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I have a mortgage with Loancare the loan servicer that took over the loan from XXXX XXXX.
During my phone call on XX/XX/2021 with them I was told that my loan modification plan has been approved and that I shall receive a package to sign that would contain the loan modification terms lowering the interest rate with the unpaid balance amortized over the life of the loan.
I called again on XX/XX/2021 and was told that I should wait till the first week in XXXX.
Till today I have not receivied anything from them.
I am trying to begin regular monthly payments after the forebearance plan ends at the end of this month and am concerned that Loancare has not followed up and responded.
On their website my online account shows that my Loan Modification plan has been approved and states, " You should receive the approval within the next 7-10 business days. Please review these documents contact Customer Service if you have additional questions ''. This has been showing up online for three weeks.
I have tried to call their service department but hear only recorded information without an option to speak to a live person.
I would like to receive their documents to sign because I want to remain current on my loan from next month.
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| 04/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For the past 3 years I have this property, Loancare requested proof of wind peril insurance.
Last XX/XX/2020, I sent proof of insurance attaching the policy doc online, but they claimed it didnt go through.
Since I kept receiving notifications of their intention to buy another policy I got one of of their representatives to help me on the phone. She walked me through the entire process to attach the policy again. She confirmed she saw it online. She also requested the name of the insurance agent ( XXXX XXXX ) and spoke to her to confirm everything looked according to their requirements.
She confirmed to me on the phone that everything looked ok and I didnt have to worry about it.
4 months later Loancare is claiming that this wind peril insurance my property has is not the peril insurance they required the property to have. So they went and bought insurance on my name, and are escrowing me {$420.00} for an insurance I already paid and sent evidence of such several times.
I requested proof of calls I have made to solve this issue over the past 4 months and they are telling me that unfortunately I have to subpoena to get that.
So what they are saying now is that I have to hire an attorney to proof to them I have done my job
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| 05/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home on XX/XX/2019, two weeks after purchasing our home and getting a loan through XXXX our home was transferred to LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ). We have never received a statement or any documentation stating the account was going to this new company. We have never received a loan number, payment amount or any information stating what date our mortgage was even due. I contacted XXXX whom gave me the companies information. I then called LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ) and the rep. stated she would mail me a statement which never happened. I called again today XX/XX/2019 for them to tell me our loan is one month delinquent and the next payment is due tomorrow. I requested a supervisor and let her know that they never sent me anything and I can not make a payment until I have the paper documentation. She read me the address they have which is the correct street address but incorrect city and zip code. I t hen requested my past due payment be moved to the end of my home loan since this is NOT my mistake.. the woman said they will not do this. I requested her supervisor and have not heard back.
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| 03/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX VA XXXX, Said above company, took over my mortgage loan in XX/XX/XXXX. They have been receiving mortgage payments along with escrow funds.
XX/XX/XXXX I received notice that my mortgage servicer ( XXXX XXXX ) had not paid my property tax due in XX/XX/XXXX after receiving delinquent notice from XXXX XXXX County.
I contacted the county XXXX, and they confirmed no payment has been made.
I in turn contact XXXX XXXX, where after they verified my funds were in my acct, I then escalated the call to a supervisor there,, she assured me this would be rectified and paid in a few days ( Did not happen ).
I have contacted my mortgage servicer several times, again as recent as XX/XX/XXXX because my account is still DELINQUENT!!
I have since received another notice with threat to put my home up for auction in a few months! I continue to call XXXX and continue to receive no resolution when Im paying my mortgage ON TIME, escrow money is on my account but my taxes are yet to be paid.
At this point there is an additional {$100.00} penalty that has also been added to my account that must also be paid. This is frustrating and putting me in jeopardy of losing my home! I need immediate assistance.
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| 12/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was sold to LoanCare in XX/XX/2019. I received notice of my new account number and changed that account number with my banks online bill paying service. My bill service somehow inadvertently used the old account number on the first three payments to the loan company for XXXX, XXXX and XXXX of 2019. I contacted LoanCare and submitted documentation of the three payments made. To date, they have credited me for two of them. My payment from XX/XX/2019 is still not properly credited so my account shows that I am a month behind on payments. I have contacted the company nearly every month since to have this rectified. Every customer Service person I have spoken with has said that all the documentation is there and there should be no problem with the payment being properly credited within the next 30 days. Every month, it never happens and I have to call them again. The last time I called in XX/XX/2019, they told me the complaint had been closed/resolved in XXXX and yet the payment is still not credited to me. They reopened the complaint again at that point and said that it should be credited within 5 days. Today is XX/XX/XXXX and it is still not credited to my account and I still am showing 30 days delinquent on my mortgage.
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| 05/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I submitted a request for mortgage assistance to LoanCare. On XX/XX/XXXX, I was informed my application has been deemed complete and they will be assigning an underwriter. On XX/XX/XXXX, I was then informed they needed additional documents which were faxed. On XX/XX/XXXX, I received a Notice of Trustee Sale for an auction sale date of XX/XX/XXXX to much my surprise because I am aware of the XXXX and that appeared to be dual tracking. On XX/XX/XXXX, I was advised that all documents have been received and my application was again in review with underwriting. Called again on XX/XX/XXXX and was advised more documents were now needed, submitted the requested documents on XX/XX/XXXX. As of today, XX/XX/XXXX, I am now being told that my documents were received back on XX/XX/XXXX, however, because the sale date is scheduled for XX/XX/XXXX there is now suddenly not enough time to review my application. I have never been assigned a designated point of contact with LoanCare and they proceeded to file the Notice of Trustee Sale while reviewing me for loss mitigation. They have all the documents they need are are being completely unfair by telling me 3 days before my sale date now that suddenly there is nothing they can do!
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| 05/25/2017 |
Yes |
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- Trouble during payment process
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Web |
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X/X/2017 my mortgage payment was increased by XXXX . I contacted " loan care '' in regards to this situation. They informed me my escrow account was some how negative, with no explaination of how why or where the escrow money went, but that i am responsible for correcting the issue. Ive had this mortgage for going on 4 years, have all escrow statements and have never once had an issue until this company took over my loan. The most unknowledgeable people ive ever spoken to the lady tried telling me my account has been in the red since closing ....? I explained to the lady i have no control over the payment after it leaves my account that they need to figure it out on their end.. I contacted an attorney in the matter of this case and he knew who i was dealing with before even telling him. Im going to start a re finance this coming friday and also looking to pursue a lawsuit against the company. Ive read several similar reviews identical to mine and have attempted to reach out in contact with these people in similar situations in attempt to gather lengthy and worthy testimony should it make it to court. As far as im concerned this company is a fraud/scam and should no longer be able to operate as a business. Unbelievable!
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| 10/09/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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In XXXX 2015, I received notice my loan was transferred to yet another loanServicer. On XX/XX/2015 I contacted Loancare and asked if I was on auto pay, they said no, so I paid via credit card for extra XXXX for XXXX loan payment. Then onXXXX/XXXX, they took via auto yet another loan payment. thus followed many calls, emails, ticket # 's, demand for bank statement to prove money went through. Itended with me agreeing and being promised XXXX payment would go towardsXX/XX/XXXX loan payment, and it said so via phone auto report. So today I look atmy bank account, and they took yet another loan payment out, I called and gotmore run around, and they want bank statements. I told them if they had notreceived the funds, they would see an NSF! They put me in the hole! I have nomoney left after that debacle in XXXX, my car needs transmission work, Ineed my car to get to work, to pay my bills, this servicer also changed theirweb site so there is no option to opt out of auto pay. So I contacted my bankand put a block on them and filed many complaints with them. According to theauto account report, I am paid through to XXXX, so yes, they have theadditional funds, and they need to refund me this time, I can not wait. That wasmy whole check.
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| 02/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, Back in XX/XX/XXXX, my mortgage company sold my mortgage to LoanCare. On my statement back on XX/XX/XXXX from my previous mortgage company they gave me my new loan number and where to send my payments. On XX/XX/XXXX, I still haven't heard from LoanCare, I had not received a statement or any communication so through XXXX, I sent my XX/XX/XXXX payment to LoanCare with the loan number that my previous bank gave me. The payment of {$2500.00} went through and I thought I was good. Fast forward around XX/XX/XXXX I received the statement for LoanCare saying I owe for XX/XX/XXXX. I called them and they said they have no payment from me. I have sent sent my statement, transmittal, and loan number ( s ) to this company and they keep saying they need more information like my statement. I have sent it several times, but they keep " denying '' me saying they don't have the information. I have proof through my statement and transmittal that I paid my mortgage for XX/XX/XXXX. XXXX has even tried helping. They have my money but won't apply it to my mortgage. They actually said it was my fault for putting the wrong loan number on it. I need an advocate. LoanCare has been terrible to communicate with and I just want to make this right.
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| 09/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortage was sold by XXXX to XXXX/Loancare last year. I received a notice from my homeowner 's insurance company in XXXX stating that my premium had not been paid. I contacted XXXX XXXXLoancare customer service department to ensure they had my insurance company 's information. I was assured at that time that it would be paid promptly. I then received a notice in XXXX stating that my homeowner 's insurance had been cancelled due to lack of payment. I then tried to contact XXXX XXXX by phone several times and have never been connected to a live person, but instead am sent through the endless, frustrating automated phone system which doesn't offer an opportunity to leave a message. I have subsequently sent three emails to the customer service department and have never received a response. As a result, I have had to pay the {$960.00} homeowner 's insurance premium out of my pocket which has created a terrible financial hardship for me. I have checked my escrow balance online and the money is there, they just won't pay! I am at my wits end and have never, ever been subjected to such a frustrating, unprofessional experience in my life. What are my options for getting my money back from this terrible excuse for a mortage company?
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| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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My name is XXXX XXXX XXXX XXXX and I am an XXXX XXXXXXXX XXXX XXXX currently stationed at XXXX XXXX XXXX XXXX. I am writing to request assistance in disputing an error reported by your company to the credit bureau.
During a loan prequal credit check, I was notified that LoanCare reported eight late payments to the credit bureaus for the year XXXX. I have been a valued member of this company for many years and during this time, I have taken great pride in paying my mortagage on time each month.
I have a copy of my bank account which reflects ontime payments for the entire year of XXXX and XXXX. I am due to XXXX in a month and would like to purchase a new home for my family to reside while I am away but this negative credit report is hindering me from qualifiying for a loan. Please help me investigate this matter and to correct/delete the disputed item [ s ] as soon as possible.
My loan officer has contacted the credit bureau and submitted said bank statement, however it was reported that a letter needs to come from loancare in order for them to delete these late accounts. This company has a history of dealing very negligently with customers as evident by the hundreds of very like XXXX complaints.
Sincerely, XXXX
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| 08/28/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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Loan Care once again is deciding not to apply payments in order to get late fees. They have done this many times to us. We use an automated system to pay them so the money gets there at the same time every month. They will also log that they receive payment then refuse to/inconsistently apply the balance in order to charge more late fees. I once seen the un-applied balance go upto {$3000.00} which was 3 months worth of payments at the time. They have stated that they had fixed this the year before that {$3000.00} un-applied balance when i submitted my last cfpb report.
Why do we not use loan care 's automated payment system?
They have arbitrarily without notice refused us access to the system that would make the payment causing us to not only have a late payment but also dinging our credit scores. Using their payment system used to be our regular method of payment before this happened. Since then we use our banks automated system to send a check at the same time every month.
And to be clear they told us the lockout had nothing to do with us or any outside actor attempting to gain entry to the account. It was however in response to a XXXX WITH a signed affidavit stating payments would continue to be made to loan care.
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| 06/22/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan was in forbearance due to COVID-19. I was starting a new job. Approved forbearance on XX/XX/XXXX. I got several delinquent letters indicating my payment was past due. I was told the forbearance would not impact me negatively. Unfortunately, it did. I found out on XX/XX/XXXX my pending VA refinance loan with XXXX would be denied due to the forbearance ( in XXXX, XXXX told me it would not ). I immediately on XX/XX/XXXX, paid the mortgage for XXXX, XXXX and XXXX and cancelled my forbearance immdiately. I requested and was informed from Loan Care Servicing that I would receive a letter in the mail and an email stating my Loan forbearance was cancelled. To date, I have reached out to them 4 times and havenot been able to get any documentation refecting my current loan status with the cancelled forbearance. It is also reflected in my credit report that my loan is in forbearance. I paid my mortgage and cancelled the forberance weeks ago. I deserve documenation reflecting the update. I am trying to refinace my loan and need this documentation to move forward with the process. They didn't hesitate to send me past due notices but will not provide me with updated documentation despite numerous request from customer service.
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| 08/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my loan the beginning of 2016. I have never one time missed a payment and I pay more than whats due every month. Loan Care is reporting me 30 days late recurring for over a year and I have never missed a payment. I have spoken with them hundreds of times and nobody there can even tell me why they are showing me late. They transfer me around to other people who do n't know what they are talking about and nobody there will actually fix the problem or help me. I have proof of all my payments and I do not miss any on any accounts. This is seriously affecting me and they will not help me. How can I be late since the start of the loan when I have made the payments monthly. They are charging me fees every month for being late but yet they ca n't tell me where I went late.
I have the proof of my payments that I have provided them monthly and not one time have they ever proved to me why they are reporting late. Yet I sit here paying late fees for a year and a half all the while getting 30 day lates every month.
They need to be regulated, how can they even do this?? I need help and I need it fixed.
I 'd like to know how these companies get away with this and apparently can do whatever they want and I have no recourse?
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| 04/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received an escrow statement from XXXX XXXX at the beginning of XXXX, 2021 indicating that I had a shortage in my escrow account and I needed to provide additional funds or my payment amount would increase. The statement indicated I needed a minimum payment of {$390.00} to set my new payment amount at {$1500.00}. I submitted a check for {$600.00}, which was cashed by XXXX XXXX on XX/XX/2021. Unfortunately XXXX XXXX applied the payment to principal. When I saw this mistake on my account on the website, I telephoned XXXX XXXXXXXX around XX/XX/2021 and asked why they had applied the payment to principal when I had submitted the payment with the escrow payment stub. They advised they would correct the problem and their records would be updated by XX/XX/XXXX. When my bank account was drafted for my XXXX, 2021 payment, XXXX XXXX withdrew {$1600.00}, which was the payment amount indicated on the escrow statement if I made no additional payments. I telephoned XXXX XXXX on XX/XX/2021 to again try and correct this issue. I spoke with a representative who said their records did not reflect this payment had been made. I waited over 40 minutes to speak with a supervisor to again correct this error. No one ever picked up the phone.
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| 11/21/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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We set up a payment plan, signed XXXX/XXXX/XXXX, with XXXX, and every month we paid on time. This was due to financial hardship. The agreement was to skip XXXX XXXX 's payment, pay our regular payment of {$2100.00} in XXXX, then were to pay {$3000.00} for XXXX, XXXX, and XXXX. This came with the guarantee from the company that it would not effect our credit. We had paid late fees within this payment plan. We have the payment plan agreement and the bank statements to match. Every month paid on the payment plan, the company reported us as " 30 days late ''. Their statements did not match this. The company refuses to see a problem or admit any fault. Help please!
A side note, when I called to make our first regular payment in XXXX, when the payment plan was supposed to be done, the man on the phone said we would not be current on our account unless I paid much more than our original payment. Though this did not make sense, I paid it, to ensure my credit would not be ruined by this. They are now holding that extra money. It has not been put towards any part of our mortgage. Around {$800.00} is just sitting there, like we never paid it. We again, have called over and over, with no one who can explain, or help us with this.
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| 09/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortage was switched from XXXX to Loancare in XXXX. We received paperwork stating such with instructions on how to set up an online account which didn't work so we continued to pay XXXX so we wouldn't miss a payment. This was the first issue. In XXXX our Taxes were due which is why we have an escrow account set up. Taxes were due in XXXX but not paid until XXXX. Once the taxes were paid, in XXXX we get a late payment notice about missing a payment and a ding on our credit report. But we had proof we paid the monthly payment. XXXX roles around the same thing. We tried contacting Loan care, kept leaving messages, and kept paying our mortgage payment monthly and they kept taking out the same amount from our bank every month. After five months of back and forth, with no answers except pay two payments and that should take care of things they finally stated they had to refigure our monthly payment to cover escrow and that's what we were late on. Now that we are trying to purchase another house our credit, as far as getting another mortgage is concerned is ruined because it shows all these late payments. While we had continuously paid the same house payment every month the entire time. We want our credit history cleaned up!
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| 02/05/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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My ex husband purchased a home on XXXX/XXXX/XXXX with only his credit utilized for the mortgage. I had a foreclosure the year prior and did not qualify for a loan on either a home or even a car. My ex husband signed the paperwork for the mortgage. On XXXX/XXXX/XXXX, my ex husband and I separated and he stopped making payments on his home that he lived in. We divorced on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX my credit was affected by his delinquency and also on XXXX/XXXX/XXXX the Loancare mortgage was applied to my credit report even though the entire time my ex husband owned the home, the mortgage account never showed up on my credit report. I called Loancare and it took the customer support specialist over 20 minutes to locate " my initial '' on a part of the paperwork for the mortgage, even though back in the XXXX of XXXX, my ex husband had to give a verbal authorization for me to speak to Loancare about his loan, since I was not on the mortgage. I 'm filling this complaint because Loancare is fraudulently claiming i 'm on the mortgage my ex husband signed and is now damaging my credit. Below is the LoanCare address information.
LoanCare Attn : Cashiering Department XXXX, VA XXXX Telephone Number Customer Service : XXXX
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| 11/29/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I have tried for the last couple of weeks to call and make payment via the automated system like I always do.
I noticed that even the usual automated voice greeting was not the same and the automated voice claimed that they did not have any of my information. ( Usually am identified by my phone number ) I was immediately suspicious but the System had the option of holding for customer service rep. I held for over an hour and gave up.
I've attempted to do the same for over 2 weeks and decided to XXXX if Loancare were having issues.
Information available on internet says Loancare had security breach and class action Law suit.
Whatever the issue they have, priority should be their communication with their customers. So right now, there's no communication from Loancare and no way if we are even calling a secure line in view of the security breach.
This is unacceptable and stressful because we don't know if they are going to turn around and charge late fees or issue foreclosure notices for unpaid accounts.
Tomorrow is the last day of XXXX and still no email or letter communicating on the issue or directing how I need to proceed with payments This is UNACCEPTABLE and SEC needs to take over this process and resolve it
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| 02/17/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Loancare advised me in XX/XX/XXXXI had a shortage of {$580.00} and started an analysis was completed in XX/XX/2020 taking my payment from {$1400.00} to {$1400.00} in XXXX and XXXX and now in XXXX another inceased to {$1500.00} without notification and when I called in over 4 x 's to get help the representative could not advised what my P & I and T & I was to give me the total. I asked not to be transferred in order to make a paymetn instead while i was talking the rep put me on hold as she spoke over me that she will transfer me anyway.
why would my paym change twice within 90 days. Customer sercvice at this place is unbelievale rude and I do not understand why a phone rep looking at my account is not trained to give me my P & I payment and what is my escrow T & I and why an analysis would be completed twice and why would the escrow not be completed correct the first time. this is concerning and alarming and quite distrubing the rep is not able to give my PITI just rude and working from home without any accountability or supervision. I want this call pulled provided to CFPB and a call made to me by someone in leadership at XXXX, will also be reaching out to HUD this is not how you service a loan and treat a consumer
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| 03/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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LoanCare XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX We started a short sale with LoanCare on XX/XX/XXXX. They have had our authorization on file since XX/XX/XXXX. We were told today that LoanCare had contacted the borrowers mortgage broker that originated the loan, telling him that the borrower had stopped making payments and asking if they knew what was going on with the situation.
By contacting the mortgage broker, LoanCare has released private information to a non-authorized third party and made an illegal attempt at debt collection.
Unfortunately we have a lot of files with LoanCare right now and we are seeing a disturbing trend on all of these files where they are violating both state and federal law. Who is overseeing their training? My guess is No One.
THESE ACTS ARE ILLEGAL AND A CLEAR VIOLATION OF THEIR SERVICING GUIDELINES. I want LoanCare fined the maximum of $ XXXX due to their purposeful and egregious ILLEGAL ACTS. ***This can not possibly be the only file LoanCare has done this on. I want them investigated for FDCPA Violations. Who else have they given out our clients private information to?
CC : US House Committee on Financial Services Chairwoman XXXX XXXX.
Attorney General XXXX XXXX
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| 01/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX when our payment amount adjusted, we have continued to receive monthly notices stating our previous month payment has been late. The most recent dated XX/XX/2021 states our XXXX payment was not received. This is not correct. We always make our payment directly from bank on or about the XXXX of every month for the coming month. For example, the current XXXX payment was received and applied on XX/XX/XXXX, but if history holds, a notice will be sent around XX/XX/XXXX stating the XXXX payment was not received. I also notice that the payment history shows a {$81.00} late fee assessment. NO PAYMENTS HAVE BEEN LATE.
For some reason, company has my payments a month behind. For the entire period we have been serviced by Loancare, we have made the payments directly from our bank on the XXXX for the coming month, and is usually received by you around the XXXX. This is always for the coming month due date of the XXXX. I have made several requests to correct this but I still continue to receive late notices every month, and what appears to be erroneous late fees assessed. I am not late on account and there are no late fees due. Please correct this immediately and please stop sending notices on the XXXX of every month.
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| 04/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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I have been trying to get another loan modification since XXXX, 2020 with Loancare/XXXX XXXX. I am retired on a fixed income and can't refinance! I also don't have enough equity for a reverse mortgage! I know the process because I was one of the first customers to try to get a loan modification under President Obamas Making homes affordable program! It took two years and a bout of XXXX to secure the initial loan modification. I don't want to go th that again! It seems very obvious to me that Loan care is trying to discourage me! That won t happen! They keep asking me for more documents I've already sent several times! I've had to restart the process about four or five times now! Loan care makes it near impossible to actually conduct business with! I even contacted their Corp HQ! My loan is a XXXX XXXX, so I will contact them too! I requested a single point of contact several times! They've given me two! I'm never actually able to speak to them! Its very frustrating and I can't afford an attorney, but if CFPB or XXXX XXXX can't help, I might need an attorney! Please advise me, if possible! Loan care, LLC Loss Mitigation dept and Corp hq is XXXX XXXX XXXX, XXXX XXXX, VA XXXX! Loss mitigation dept is XXXX XXXX! Thanks!!
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| 12/01/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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We have mailed our payments in a timely manner to XXXX Mortgage, the payee described in our loan documents, to the address provided in our loan documents. These payments were forwarded to LoanCare by XXXX, without our knowledge, until XXXX XXXX. Our checks cleared after the grace period, but were endorsed by XXXX. We had no idea we had late charges until XXXX XXXX. We had no idea we had credit damage until XXXX XXXX.
We did not receive notice that our loan servicer had changed until XXXX XXXX, as all lender correspondence was sent to physical address. Our home is rural and does not have mail delivery. Our mailing address was described by the lender on their closing docs, which we signed. The lender sent email positive email confirmation of payment without reference to late payment, fees or notice of negative credit reporting.
We have tried repeatedly to both verbalize and in writing to state our understandable position to LoanCare, but have been met with delay, defensive posturing and red tape. We are pushed to defend our integrity. We feel our lender takes a " deny first and always '' service attitude, shuffling us up bureaucratic ladders with delay if we resist. Our pleas fall on deaf ears, and we are frustrated.
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| 10/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On or about XX/XX/XXXX, I contacted LoanCare , LLC regarding cessation of my PMI payments because I had reached 80 % of my loan amount.
I purchased my condo in XX/XX/XXXX with my first loan payment becoming due on XX/XX/XXXX and, as of XX/XX/XXXX, I had paid down more than 20 % of my loan.
Instead of stopping the PMI payments, XXXX sent a form to me so that I may pay to have an appraisal done to the tune of {$400.00} to {$500.00}. My loan will be paid off by XX/XX/XXXX. If I just let them continue to steal {$13.00} a month from me in PMI payments, the amount LoanCare would steal from me is {$260.00}.
It seems very unreasonable, not to mention really idiotic, to me to pay $ XXXX {$500.00} to stop LoanCare from taking {$260.00}.
As of this date, my current loan balance is {$43000.00}, the original loan amount was {$75000.00} and the condo appraised ( in XX/XX/XXXX ) at {$84000.00}. I have serious doubts that the condo has depreciated much since XX/XX/XXXX. As a matter of fact, I'm pretty sure it has appreciated since then. We're talking months here!
I contacted the XXXX XXXX XXXX but they said this complaint is out of their realm so I am reaching out to CFPB in hopes of having this ridiculous charge stopped.
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| 11/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2019 my Mortgage loan was sold to Loan care.
Loan care has tried to force change the terms of my loan since acquiring this loan, including : -charging fees to make a payment via phone or internet, where I had no charge options under my previous terms from my original loan -Indicating I have a prepayment penalty on billing correspondence, which is a change of terms from my original loan -Loan care is asserting I must and harassing me to pay my property taxes with my payment, which is a change of terms from my original loan -On XX/XX/2019 Loan Care paid my property taxes without my consent.
-I called to object as this is unwanted and it was put aside -Loan care has again tried to change the terms of my loan to force me to pay my taxes with the payment and is currently holding my, on time, XX/XX/2019 payment and playing games again.
-The last days I received calls from an unrecognized number and they finally left a voice message, it was Loan care asking me to call. I did and can get not satisfaction within the company. These unlawful actions by Loan care are causing anguish, interfering with my life and taking my time.
I ask Loan care to abide by the law and stop attempting to change the terms of my loan.
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| 04/17/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am 3 years behind in my mortgage due to XXXX. I applied for and was accepted by MIHAF ( state of Michigan HAF ) for a grant amount of XXXX. My mortgage arrears are approximately XXXX ( I cant get a straight answer from LoanCare LLC, my servicer, on that amount ) The funds were sent to Loancare LLC who would not accept the funds because it did not cover the full amount ( I had hoped to do a partial claim for the amount not covered by MIHAF, which as i understand is an option under COVID relief. No one bothered to tell me the funds were sent back, or that my home was scheduled for sheriffs sale. I found out about that from a letter, from a realitor wanting to by my house and a copy of the sheriff sale notice. I have talked with approx. 7 different people at Loancare, two told me that yes they would accept a partial payment they others told me no they wouldnt. The only thing they will do for me is a loan modification, that will lower my monthly payment approx. {$100.00} dollars but extend my mortgate out 30 years. I have had my current mortgage 25 years and only have 5 years left on it. five years. and they want to extend it to 30 more years. How can they refuse funds and then extend my mortgage another 30 years????
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| 09/30/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Loancare processed a payment that was sent by the Equity accelerator program directly towards my principal and not my monthly payment for XXXX 2016. On XXXX/XXXX/2016, I received notice that my payment was late. The statement was from XXXX/XXXX/2016 but I did not receive it until XXXX/XXXX/16. I never received any other correspondence regarding any late payments. I called immediately and spoke to a woman and explained that the payment on XXXX/XXXX/2016 was incorrectly applied. She said that it would be reversed. I am currently trying to close on my FHA streamline and we were supposed to close as of XXXX/XXXX/2016. My loan is currently showing late, and I have tried to speak with a supervisor or someone in a department to get this done today. The call center reps are rude and uncaring and refused to let me speak with their supervisor. This company has the worst customer service I have ever experienced in my life and they are currently interfering with my families livelihood because they will interrupt the FHA Streamline process and will make me late on a payment. I am completely appalled at the service they provide, especially when you can only speak with a rude call center rep who will not give you any information.
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| 11/08/2023 |
No |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Mortgage is reporting late payments for XXXX incorrect scenarios : Sometimes XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and sometimes XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. It is different depending on which credit bureau or which month our credit is pulled ( in XXXX and prior months it was the second set of dates but it was " corrected '' to the first set of more inaccurate dates in XXXX. ) However, the correct dates that accurately reflect when we made late payments as a result of a rolling XXXX are XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
We have sent payment statements highlighting when late fees were assessed, dates payments were made and even received a letter back from Loancare stating that XXXX was in fact paid on time and was current. Our XXXX disputes ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) with Loancare were denied. They maintain that their data is accurate, despite there admission that XXXX was current. We then disputed with the XXXX credit bureaus. They have corrected the actual dates but the account status designation of 30 days past due remains on the incorrect months. This leads lenders to believe that our most recent late payment was XXXX or XX/XX/2023 when it was in fact XX/XX/2023.
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| 08/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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well I called my Mortgage company to see why my monthly mortgage payment has increased from XXXX to XXXX they said it was because I needed a certain amount of money in my escrow so they put money in their for me with the money they got back from my old Mortgage insurance company. When they dropped me. This is not true. Because when I called safe point insurance company they said nobody from XXXX ever contacted them.
But it was me that decided not to continue my mortgage company insurance with safe point. The forced insurance enforced by XXXX is XXXX annually. divided between 12 months. first when the first enforced the insurance the Mortgage bill only increased to XXXX. The Amount that XXXX Employee XXXX Employee number XXXX gave me was XXXX. She said they sent this amount to XXXX XXXX XXXX XXXX. and safe point insurance company sent them back XXXX as a refund. Safe point insurance company said they never received a dime from XXXX. Another complaint I have is that they changed my original due date due by XX/XX/XXXX to due by XX/XX/XXXX. They told me my original agreement would not change. They also reported the wrong amount due on mortgage to credit bureau. the stated i oue XXXX when on the statement I oue XXXX
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| 03/16/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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My loan at XXXX was transferred to Loan Care, another company. When this happened, in XX/XX/XXXX, much of the information was lost. Besides my autopay being cancelled, I went on to LoanCare 's website, and was unable to make my house payment online because of problems with the website. I spent three hours on the phone trying to get a hold of a human being, and was finally able to talk to a human being to make the payment. However, the terms of my loan seem to be missing. I have a HELOC loan ( or had ) a XXXX ARM HELOC at XXXX with the HELOC portion being adjustable. When I go online now, it looks like I have a XXXX rate with no HELOC. The part that I owe that is adjustable seems to rolled into the full amount that is fixed, and at a higher rate than what I should be paying, but it's not clear because this information is missing. When I try to call or send email to support emails to ask and clarify the terms of my loan, nobody responds. I have been waiting since Monday, XX/XX/XXXX, and nobody has responded to answer my questions. When I looked on XXXX for other reviews, it seems many, many other people have had the same issues of not being able to reach anyone. There is no customer service or humans to speak with.
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| 08/12/2020 |
Yes |
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- Trouble during payment process
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Web |
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When COVID became an issue we contacted Loancare because I had been laid off due to COVID, they were super eager to help me sign up for a forebearance. Told me the process, got it done. Assured me that once I was back to work all I would have to do is notify them, they would do a loan modification and add the payments to the end of the loan, essentially extending the term of the loan. I only needed the assistance for 3 payments, I went back to work and notified them. I was then told to fill out an application to get the process started to modify the loan, I did that. I rec 'd an email stating it was being processed. Never heard anything else. Went online, made my next payment, assumed everything was fine. Come to find out they put me in a program that my type of loan did not qualify for. Now they have locked me out of making payments on my account and will not take any payments unless I make 3 payments right now. I am on hold right now and have been for over 45 minutes waiting to talk to someone else. Last week we were told it wouldn't be an issue to make any payments because they were just still in the process of processing my application. So now they have marked me as in default. Oh and, they just hung up on me
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| 04/16/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XXXX my annual escrow account disclosure was mailed to me assessing a escrow shortage of {$580.00}. Per my initial escrow account disclosure statement that I signed on XXXX my county taxes were not to be disbursed until XXXX of XXXX after the XXXX and XXXX escrow payments were deposited into the account. These first two payments in XXXX and XXXX would serve as the required two month escrow " cushion '' XXXX disbursed my taxes a month early in XXXX of XXXX resulting in an account balance of {$260.00} which is below the required two-month cushion. The Account Projections section of the annual escrow statement also has my taxes being disbursed a month early in XXXX resulting in a balance of {$210.00} against a requirement of {$790.00} ( {$390.00} X 2 ).
If XXXX disbursed my taxes in accordance with the timeline in my initial escrow account disclosure ( XXXX ) I would have an account balance in XX/XX/XXXX of {$600.00} against the requirement of XXXX. My actual account shortage would then be {$180.00} instead of the current {$580.00} On XXXX I sent a written request detailing the above request and never received a response. On XXXX I called the customer service line and they simply refused to consider my request.
|
| 10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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About 2 years ago, XXXX/Loan Care purchased our home mortgage from our original lender. The transition was an absolute nightmare where we couldn't get a hold of anyone or even make our monthly payments. This was resolved after a few months of trying.
Fast forward to pandemic times. We were approved for their forbearance program during the pandemic. We were promised numerous times via phone calls and emails that we would be getting paperwork for a deferment, and it was explained that we would be able to add the deferred amounts to the END of our loan. This was confirmed via phone calls and emails from Loan Care.
We've called numerous times for the paperwork that they promised they would send on a few occasions, and we are now told ( now that our grace period is coming to an end ) that they are now denying our " approved '' deferral and we must pay in full the deferred amounts, which is impossible and against everything they have promised this whole time and what was agreed upon.
We also just received a notice of foreclosure if we don't resolve everything within 30 days. This is an absolute scam and sham. The last person we talked to from Loan Care said they can deny this for no reason and " just because ''.
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| 04/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I was XXXX from XXXX to XXXX from a on the job injury, during that time we fell behind on our mortgage, because of the length of time for me to receive w/c and XXXX social security , I borrowed the money from my attorney to pay at that time the mortgage holder was XXXX XXXX XXXX XXXX we was making payment from my XXXX monthly, it was a struggle, we fell behind again. I think inXXXX LoanCare took over our mortgage, and in XXXX, a short time after we fell behind again and asked for a Modification, it was granted for a year, at that time covid19 was spreading and we requested an extension or another modification, Loancare would mail us a packet, we fill out the forms, return them, we would not receive any information until the deadline had passed, we would have to do it all again this has been going on now for almost a year. The last time We sent the information by certified signature return receipt, after we received the signature card, I called them, they said they had not received the information again after the deadline they said they had found it, but the deadline had passed. They also withheld the information from us about the Covid Mortgage help, and they block the account so we could not make any payments.
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| 09/28/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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Last XX/XX/XXXX, I became to struggle making my mortgage payments, I submitted XX/XX/XXXX payment in XX/XX/XXXX, then I sent a partial payment of {$650.00} to cover XX/XX/XXXX payment along with the unapplied/suspense funds of {$490.00}, they responded asking for {$270.00}, that I sent.But that payment was never applied. I have been emailing the company. They finally responded in XX/XX/XXXX stating they will apply the payment, what they did not do. After that I sent a certified letter, I got a letter back in XX/XX/XXXX stating they will bring my account current. In XX/XX/XXXX I couldn't make the payment but I submitted 2 payments in XX/XX/XXXX. Since then I have been paying within the month. I already submitted XX/XX/XXXX payment, but is shows as XX/XX/XXXX payment on their side. Every time I call, I got transfer to the collections department, where they only ask me to send another payment. they offer assistance in XXXX ( my first language, but the waiting time is ridiculous more than 1 hour to get a person on the phone an then get transfer to the collection department. I made my last attempt last XX/XX/XXXX, when a supervisor told me they won't apply my payment even that I have 2 confirmations they will do it.
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| 02/28/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have been notified by the Oklahoma tax commission on XX/XX/XXXX that our property taxes have not been paid. I called Loan Care XXXX our mortgage provider of the discrepancy on XX/XX/XXXX. We have all of our escrow up to date and paid with our payments. They stated on XX/XX/XXXX they tried to pay but the parcel wasn't in our name. They assured me they would handle it. I reached out to the Tax commission office and Loan Care had requested the tax letter at the beginning of XXXX which was mailed to them on XX/XX/XXXX. I have since called ( greater of four times ) and submitted the letter to Loan Care with no resolution. I know have received a letter from Oklahoma Tax commission office stating we would have a tax lien placed on our home if taxes are not paid in full by XX/XX/XXXX. When you contact customer service they typically make you wait long periods before answering. I have waited hours on the call back system they have in place. When I asked for a direct line I was told there wasn't want to give. When I called today I was placed on the phone with a supervisor who left her contact information and guaranteed a resolution in 48 hrs. XXXX XXXX XXXX XXXX. This is the second time I've been told 48hrs to resolve.
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| 10/17/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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The lender never served notice to the borrower. The co Borrower and the borrower have been divorce for 5 years. The Co borrower has sent in documents asking for a modification and was just told the package was not completed. They are now claiming that the missing information is from the borrower. There was an email sent to the co-borrower on the XX/XX/XXXX. In this email there was no mention of a deadline. The co-borrower was advised the missing information was current pay stubs and banking information. After this information was put together the Co- Borrower was told they would process in 3 days- The same day when the co-borrower called again- he was told the full entire package needed to be receive 30 to 37 days before the date of the sale.
The first company is XXXX XXXX- now there is a company called Loan Care- The main contact person XXXX has yet to reply to an email, phone call or messages. Every time we call we are told a different story.
Also- there was a notice mailed from Loan Care- stating a payment - that was to start in XX/XX/XXXX. When asked if this was the modification- NO ONE would give us an answer. There was no indication of the loan amount- terms.. JUST a new Payment to start in XX/XX/XXXX
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| 10/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
In XXXX of 2019 my account was transfered from XXXX to LoanCare for servicing. I paid my first payment in XXXX by my XXXX billpay in the amount of {$1700.00} which cleared my bank XX/XX/XXXX.
LoanCare did not record this payment and said I missed a payment. I called and emailed eventually it was recorded.
I made my next payment on XX/XX/XXXX in the amount of {$1600.00}. LoanCare did not record this one and said i was behind in payments. I called and emailed and it was recorded after about a month. It had cleared my bank on XX/XX/XXXX.
My XXXX payment was attempted on their online site in the Amount of {$1700.00}. It was not recorded although it cleared my bank on XX/XX/XXXX. I called and emailed and it has still not been recorded.
For my XXXX payment, I sent a manual check # XXXX in the Amount of {$1700.00}. It cleared my bank on XX/XX/XXXX. Again it has not been recorded and LoanCare says I am behind in payments. Again I have called and this is yet to be resolved. They say I owe a late fee ( all payments have been made in the alloted time ). They have also reported to the credit bureaus that I have missed payments. I have asked that these be corrected and they have not.
LoanCare is not being responsible.
|
| 05/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Since the beginning of XXXX, I have been trying to pay off my mortgage with LoanCare. The funds were wired per the instructions and within a few days, I received a letter stating my mortgage was paid off, and I confirmed by reviewing the balance on-line. Shortly after, I received another letter saying " thank you for paying off your mortgage, here is what to expect next .... '' Then, on XX/XX/XXXX, I received another letter from LoanCare saying my loan was in default since they had not received a payment since XXXX. When I called to inquire how this was possible since the loan was paid off, I learned that some of my funds were returned to my originating bank and I had an outstanding balance on my mortgage. Since then, I have been trying to pay off the balance and have received nothing but push back and issues from the company. This is costing me in additional fees, not only from the mortgage company, but also my bank because I have to pay for each wire, additional interest, and potentially my credit score. This is frustrating and I want to be made whole. I do not think its fair for them to be sitting on my funds and not applying them to my mortgage. I need help because LoanCare is not willing to work with me.
|
| 06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
Older American, Servicemember |
|
Called XXXX XXXX about payoff of house loan around XX/XX/XXXX to XX/XX/XXXX, told them wanted to payoff loan. Talked to a man said it would be {$33000.00}. I asked if I needed to send a letter to confirm, He said no just send the money wire transfer by XX/XX/XXXX. I asked them to send me email. never got an email.
I sent {$33000.00} on XXXX XXXX.called on XX/XX/XXXX to see if they received money as didnt show up on loan care web site. man told me it could take 4 or 5 days to get in the computer.
I called on XX/XX/XXXX they said they tried to call me because I owed an additional {$140.00} of interest .I said what for they tried to tell me because I didnt pay it on XX/XX/XXXX .told me would have to send it by wire imediatly or would incur further charges. Then XXXX came back on phone and said it was going to be {$170.00}. ok I sent {$170.00} on XX/XX/08. So I am not happy as they either misinformed me, or lied to me.
I got the paper work showing loan payed off .But now I cant get thru as they consider me as paid up so wont let me talk to any one I guess I think I should be reimbursed fpr XXXX plus {$30.00} wire transfer fee.
Automated phones wont let you talk to any one unless you want to make a payment.
|
| 02/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/2021, I received an escrow shortage notice from MyLoanCare which services my mortgage account. The mortgage escrow shortage was for {$1300.00} ( roughly ). I paid the amount via personal check and returned the escrow shortage slip as instructed. The payment took almost three weeks to be received. Moreover when it was received it was NOT applied as an escrow shortage but instead as a regular monthly installment. I called my mortgage serviced and they apologized and advised they would reverse the payment and apply it correctly. The representative confirmed it was an oversight in his end. Today, I look at my account again and they payment had been reversed and applied to escrow ; nonetheless the monthly installment still shows my shortage as not paid and the payment continues to show the amount that would have been due if it was not paid. This is unfair and unethical. They tell you to pay one amount and take your money ; however its sitting in limbo and not applied as advised. This is a UDAAP violation. They are collecting and keeping my funds! They need to take that amount and apply it as they advised they would. My payment should not be {$1200.00} but instead {$1100.00} as promised in the statement.
|
| 12/04/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
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My mortgage loan was paid off to XXXX XXXX Loan Care on XX/XX/XXXX and received by Loancare, and spoke to agent who said since they don't have the manpower to credit it on the XX/XX/XXXX because it was received after XXXX I would be charged interest because they would credit my account on XX/XX/XXXX, and I have an escrow account so am owed a refund for PMI/property taxes/insurance. The loan was paid off on XX/XX/XXXX so the balance is ZERO and Loancare transferred my loan without my knowledge although I had several conversations with them before it was paid off in XX/XX/XXXX to Nationstar XXXX XXXX in XXXX, Texas. Some customer service agent their was very dismissive/passive about my loan. Now it is showing I owe $ XXXX in mortgage loans on my 3-credit reports AND my credit score was dinged 75 points for all credit bureaus when I am in the middle of buying another property and these folks at XXXX XXXX XXXX servicing do not know who transferred the mortgage loan over gave me three unknown names not affiliated with Loancare/Cashcall and reported a balance of {$290000.00} when there is NO BALANCE DUE ON THIS LOAN!!!!!!! I made a mortgage payment to Loancare in the amount of {$1900.00} on XXXX.WHAT IS GOING ON?
|
| 10/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My home closing was XX/XX/2021. My new mortgage was immediately sold to LoanCare XX/XX/2021 although I was told my loan would not be sold.
I already had my direct debit setup through XXXX XXXX and had to call it in to get it setup through LoanCare.
Tried for 2 days to get into the LoanCare site- it's down. Links on this allegedly secure site are not active, SMS text messages to phones to verify the account are hit or miss - regardless none of them will verify you as the account owner or let you complete sign up. Big problem on a secure site- indicates there's nothing secure or viable about this mortgage site, nothing is locked down. Information can be entered but not kept confidential.
Had over 60 minutes tech support with LoanCare, they say no one is having issue. Site checkers say otherwise with many, many people at risk of not being able to pay due to a faulty website. None of us can get into their site to setup payments. Worse - this company holds personal and banking information- they have a responsibility to maintain a secure, working site.
LoanCare Website : https : XXXX XXXX XXXX XXXX XXXX XXXX & XXXX Just one of the Loan Site Down Logs : https : XXXX Another site stating same : https : XXXX
|
| 02/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
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Loancare the mortgage servicer of my loan sold my loan to XXXX XXXX after I paid it off. XXXX XXXX reported to the credit bureaus that I owed them $ XXXX when the account was at a XXXX balance. Then Loancare received the loan back from XXXX XXXX and it took them a very long time to resolve the issue. I disputed to the credit bureaus that I should not have a mortgage balance with Loancare $ XXXX nor XXXX XXXX. Loancare removed the balance of my account, I also complained because they lied to me about mailing my escrow funds timely as required, and they swore they mailed it on XX/XX/XXXX, which never arrived. A customer service rep requested for a stop payment in XXXX. I received the escrow payment refund from Loancare a month later the stop payment check and the envelope post dated XX/XX/XXXX. Now Loancare has used my credit report unlawfully by adding that I owe Loancare $ XXXX as a new account after this loan closed in XX/XX/XXXX. I received a letter from XXXX at Loancare for complaining for rationalizing the error that occurred that should of never happened. See the copy of my XXXX credit report. Loancare is retaliating against me for making so many complaints which I will address outside of the CFPB.
|
| 01/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I have a 2nd mortgage. I had an insurance claim. the 2nd mortgage company held the insurance claim payments and required the contractors to provide a waiver of claim. I then had to pay the contractors out of my pocket for the work. The work was completed. The work has been complete for a long time. It took about a month for them to send and inspector and now it has been 2 additional months and they still have not released the funds. The original roof contractor completed the work 2 years ago and that was cleared by XXXX. But the loan was sold by Loan Care and they are holding the check because of them saying they do not have all the information and the roof contractor is no longer in business in my town. They are holding over {$17000.00} and the loan amount is {$16000.00} plus. They have all the waivers of claim from that contractor and the other contractors but they sitll will not release. I call almost daily and get the same song and dance corporate has to approve. While they are holding that money without interest they are charging me interest on the 2nd mortgage. If they would not have held the checks I could have paid off the mortgage with the funds I had to pay out of my pocket to get the work done.
|
| 05/09/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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LoanCare purchased our mortgage from XXXX XXXX . Apparently they did a customary Escrow review and determined it was too low so our payment was raised. We were not informed. LoanCare has admitted over the phone they failed to inform us. Therefore, our payment was about {$60.00} per month short. LoanCare accepted the auto draft p ayment from our bank, while considering our XXXX and XXXX payments to be late. We were informed of this by letter dated XXXX / XXXX / XXXX . When we received that letter, we immediately called LoanCare on XXXX / XXXX / XXXX . Spoke to female agent who stated that account had been reviewed and LoanCare was aware that we hadnt received notification of an increased payment. Agent removed late fees from XXXX and XXXX since it wasnt our fault and we made a payment over the phone to bring account current in the amount of {$150.00}. Again, we asked if the mistake would impact our credit, was told no it wouldnt since it was an error on LoanCares end and no further action would be required. The two payments are on our credit report which has prevented us from securing financing for purchase we need to make. Each time we call LoanCare, we are told this is being escalated.
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| 12/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was opened with XXXX XXXX XXXX XXXX XXXX OH ) in XX/XX/XXXX. It was recently sold to LoanCare LLC ( XXXX XXXX, VA ) in XX/XX/XXXX. The loan number is XXXX. The transfer date is XX/XX/XXXX.
A number of issues occurred during the transition to LoanCare, which resulted in the LoanCare website showing incorrect data for weeks. This data included incorrect original loan amount, interest rate, and payment amount.
I have called LoanCare customer service no less than five times to ask them to review the data and resolve the issues. While the data on the LoanCare website is now correct, there is still a " payment block '' in place which is preventing me from paying my mortgage. The payment block also prevent LoanCare customer service from taking payments.
It has been 46 days since the mortgage transfer, and seeing how I only have a grace period of 60 days before payments can be considered late, I am extremely concerned that LoanCare will do nothing to resolve this situation and that I will be at risk of foreclosure.
The LoanCare customer service representatives have repeatedly assured me that they have " escalated '' my case in order to remove the payment block, but it remains in place today.
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| 10/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortgage servicer sought feedback regarding their service via a survey. My response, which was generally negative, pointed out, that, XXXX XXXX, the prior servicer/lender supplied machine-readable copies of monthly statements on their web site, but current servicer does not. Servicer called late in the day, on the XXXX of the month, leaving a message instructing me to return the call at my earliest convenience, but without providing an extension or any indication of why they called. Of course, a call from a mortgage servicer on the XXXX of the month was disturbing because it raised the specter of some problem with the monthly payment on a date too late for timely resolution. When I called, after going through two XXXX phone trees where substantially the same options were mentioned, I reached an agent, who told me that the reason for the call related to the the statement availability issue I mentioned in the survey. The agent mischaracterized the practice of the prior servicer ( referring to " coupons '' ), and then proceeded to say the statements were available. But the statements are not available, unless borrower submits to the servicer 's coercion to forego monthly mailed statements, which I have not.
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| 07/27/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have a home loan with LOANCARE ( account XXXX ). Before 27 days BEFORE I " missed '' the XX/XX/XXXX payment, I filed with LOANCARE the request of forberance for just 30 days. The automatic email said it would take about 3 days. On XX/XX/XXXX, I emailed customer services and told them about they neglecting my request or my rights. I still didnt hear back for THAT message until XX/XX/XXXX! And it was only an automatic forwarding email! On XX/XX/XXXX, I mailed a check for XXXX $ with a note EXPLICETELY telling them about their inaction or lack of response to any of my messages. That was partial payment for XXXX, as within my rights. The remainder of XXXX 's mortage I paid by XX/XX/XXXX by check again. I never received a letter from this negligent company! I get robot calls but noone to talk to. Today, XX/XX/2020, I submitted by email the XXXX XXXX payment. TO MY SURPRISE, this irresponsible company has me as NOT PAID for XX/XX/2020! They chashed the checks. I told them in handwriting what the money was for. Also, I have a LATE FEE!! I have all the emails to prove that I did my part, as required, and this scam lender dragged its feet and is YET to give me a response from my initial inquiry from XX/XX/2020.
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| 11/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XX/XX/2020 I request an Appraisal or BPO for my house to removed the PMI on my monthly payments because the value of my property is over 20 % of total value I owe the Loan Care now XXXX XXXX XXXX. ( XXXX XXXX XXXX XXXX XXXX Company : Loan Care told me I will receiving the form in 10 days, I never received this docs, I call again by XX/XX/2020 and they say sorry they will be sending the docs soon, never received nothing and they still charging {$220.00} monthly, I call again by end of XXXX and say again I will be receiving the docs to request the BPO or Appraisal the first days of XXXX.
I do not received nothing and they do not answer the phone call.
Then they sent me a wrong escrow balance and increase my monthly payment from {$1900.00} to {$2000.00} and they have over {$600.00} on my escrow account and do not return.
This is my home residents.
Already call today and speak with 4 different people and they say to removed the PMI the money I owe them of my property will be 76 % according to the law is 80 % Company still refusing to offer me an BPO or a appraisal, I will pay for this.
Need to solve the escrow money return and my right to request a BPO or Appraisal.
XXXX XXXX.
XXXX XXXX XXXX
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| 06/12/2019 |
Yes |
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- Trouble during payment process
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Web |
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1. We used a report issued by an FHA appraiser in order to qualify for this loan.
2. Later, I had a secondary inspector come and look through the house.
3. He gave me the report that is attached to this email. And he also said that he thought that the house was such that it should never have qualified for FHA approval.
4. He suggested that the license of the person who made this appraisal should be pulled.
5. I contacted the FHA to let them know that they had possibly a corrupt or sloppy inspector.
6. They told me that I should contact the loan servicer as the first step.
7. And so, here we are.
( Please note that the INDEPENDENT home inspector found about {$7000.00} worth of repairs that would have been necessary to make the house qualify for an FHA loan. Those are {$7000.00} that I have to come up with out-of-pocket in order to get the house up to code, even though it was not up to code a single day of the six months that we have lived in it. The house is a fire hazard, if for no other reason than the fuse box that needs to be replaced because it is out of date and out of code.. ) Attached is the report from the secondary inspector, which the mortgage Servicing Company already has.
XXXX XXXX
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| 01/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Our loan was sold by Loancare to XXXX XXXX in XX/XX/2017. Loancare has continued to deduct payment by ACH from our checking account. Two of those payments were forwarded on to XXXX XXXX ( posted late ). Loancare is continuing to withdraw funds and are holding the funds. When contacted they said that they do not have the funds, and that they are not deducting and that we must have set up bill pay thru our bank ( which we do not have and copies from the bank reflect such ). I have called and e-mailed their payment dispute e-mail both mortgage companies and neither have responded. I have also contacted the bank to request that the funds be retracted and all future withdrawals prohibited, but the errors are persisting.
IN ADDITION, Loancare has been not been posting previous payments in full. They are short by {$5.00} each month ( possibly since the loan opened ), and are not posting payments as of the first of every month, which enables them to collect additional interest. Payments are being deducted twice a month for mortgage payment due the following month. Why is it that they payment is coming out in the prior month, yet they do not post on the first, but post between the XXXX and XXXX of the month?
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| 03/20/2023 |
Yes |
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- Trouble during payment process
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Web |
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LoanCare ( XXXX ) received transfer of loan in XXXX. The loan was transferred with a surplus of {$980.00} escrow.
Loancare has not advised of how the escrow surplus was allocated.
State of California HAP program sent funds to cover XX/XX/XXXX through XX/XX/XXXX mortgage payments. The funds were sent over 3 weeks ago.
State of California has reached out to me requesting LoanCare provide confirmation that funds have been applied. However, LoanCare continues to report me as delinquent ( violation of RESPA 60 day reporting rule ) and has not applied the funds to bring my acocunt current.
I have made 50 plus calls and emails to LoanCare requesting they provide confirmation as to how HAD funds have been allocated.
All my requests are given the response of loncare needs more time to apply. Meanwhile, Loan care shows me as 90 days delinquent on my loan in which I have already requested and received help to bring current.
My concern now is that LoanCare reported me as late and although they received HAF funding, they are not applying to my acocunt in a timely manner.
I now have late fees imposed by them, am being reported late by them while the State sent them funds to bring me current weeks ago.
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| 03/14/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XXXX I my mortgage was approved for forbearance. At the time my XXXX payment had not been paid. I was told over the phone by an employee of LoanCare that once I submit my XXXX payment that my account would be current and would no longer report PAST DUE. On XXXX XXXX I made my mortgage payment which I then believed brought my account to current as I was previously told. My loan was in forbearance from XXXX. This company reported my loan as past due for every month my loan was in forbearance even after me bringing it current. I have reached out to them countless times and they still have no resolution for me. The last letter I sent out was XX/XX/XXXX. This is affecting my life in a negative way. This is inaccurate information.According to the Fair Credit Reporting Act, Section 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ) of the FCRA- you are required to promptly report the credit obligation or account as current if the furnisher makes an accommodation ; such accommodations defined as " an agreement to defer 1 or more payments or forbear any delinquent amounts. With that being said I demand all late payments reporting from XXXX XXXX this account to paid as agreed, never late and the account report as current.
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| 03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I fell behind on my mortgage due to covid19 and a household members XXXX diagnosis the same time covi19 started. I got approved for financial help from my county/state for mortgage assistance. The department of human services of XXXX XXXX New Jersey sent a fax of a purchase order that needed to be signed in order for them to release a check. This was sent on XXXX XXXX. My mortgage company has told me 5 different times already that they can see the document that needs to be signed, and will escalate it to the appropriate department. Everytime I call I get the same answer. It is like I am getting a runaround each time with no solution. I already have received some letters from the mortgage company about a foreclosure process. If they would have signed the paper and sent it back to my department of human services, I wouldn't be in this position. I called on XX/XX/2022, again XX/XX/2022, again XX/XX/2022, again XX/XX/2022, again XXXX, XXXX. All these conversations are recorded and saved in their notes, because evertime I call they can see everthing that was discussed. I talked to XXXX, XXXX, XXXX, XXXX, XXXX. I don't know why this is happening. I got your information from my department of human services.
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| 10/04/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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Immediately after purchasing my XXXX home in XXXX, my mortgage loan was sold to LoanCare in VA. Since then they have put me through the ringer for trying to lower my monthly payment, knowing full well they were overcharging me for a small home in FL. I spoke to no less than XXXX people during the month of XXXX ( beginning on the XXXX and ending on the XXXX ) to do just that attempting to do the right thing in following all of these people 's directions. They were extremely inconsistent in that each person I spoke with had a different take on why I could n't achieve the desired result. I first paid {$1700.00} for the month of XXXX, then {$1500.00} for the month of XXXX, then finally {$1300.00} for XXXX and, which they say, will remain the payment going forward. They insist part of the payment go towards homeowner 's insurance which I already paid in full for the year XXXX XXXX XXXX XXXX ). They will NOT refund me that payment and continue to extract that from me. In addition, I also prefer to pay my own taxes, but they refuse to delete the escrow account ( claiming a ridiculous fraction of an amount between loan and equity ratio ). I can, and have, paid these XXXX items on my OWN and prefer to do so.
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| 01/18/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Older American, Servicemember |
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We shared this farm/home with my grand-son-in-law & our Grand daughter. He & I our on the deed & loan too! As a 100 % XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX They were having many other problems too he would move out, then back in ( she tried saving the marriage over & over ) Unknown to us he wasn't paying the mortgage and was hiding the mailings & bills too! After getting a foreclose notice to our unpleasant surprise we installed a locking mail box court ordered to stay off the land, called Nations lending explaining what happened and applying to assume the mortgage totally my wife & myself ( court has ordered him off the loan & land too ) this has been going on since Last XXXX sent them everything they have asked for too We have excellent credit too and the income needed too! This is just like the trouble he filed a complaint back on XX/XX/2020 for they take for ever it must effect my wife & my credit badly too because of the time frame on the assumable mortgage is taking, We can afford the assumble mortgage but they are putting us further behind & not taking payment too We are on all the original & refi mortgage paperwork too should be fast and easy, but not with them Please help
|
| 02/22/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
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Last XXXX my home loan was sold to a company called Loancare and as soon as it was sold I received a delinquent notice and a late fee saying that I did not pay my XXXX payment when I did in fact pay it to the previous provider, XXXX. I then contacted my previous provider and they said and sent me proof that I paid my XXXX loan statement which I then forwarded to Loancare to hopefully resolve the issue and find the missing payment. I also sent Loancare copies of my bank statements to show that the money did indeed come out of my account and was not returned to me. Since XXXX I have called dozens of times trying to figure out where this missing payment is and what I can do to help and everytime I call I get generic answers like, " we will escalate the problem '', " we are waiting for the previous provider to respond '', or ( my favorite ) " I see the information you sent us but no actions have been taken yet. '' Right now I am on the second or third attempt of Loancare " contacting my previous provider '' but after doing this for months and never receiving a single call back from a supervisor or making any progress I need to find a new method to try to finally get this missing payment taken care of.
|
| 02/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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I WAS LATE ON MY MORTGAGE PAYMENT BECUASE IBECOME UNEMPLOYED THAT WAS XX/XX/2019 I WAS STRUGING WITH XXXX KIDS THAN PANDAMIC HAPPEN I DID CALL THE MORTGAGE COMPNY AND TOLD THEM I AM UNEMPLOYED i can not make payment they told me i could go on forbearance plan for 6 months i agreed so i check my credit report i saw negative info from my mortgage company i called them and they told me that i should be told by the person that called me the first time to put me on forbearance plan that it will show negative info on my credit report but she did not tell me that AT THE BEGAING THEY TOLD ME to bring the payments current than it will report to credit bureau i am not late i told them it is too late now please fix my credit so i sold my car to pay the payments and to bring the account to current i di pay and nothing happen i check the bureau again more negative info i called again they to me because it took me to pay around 1 month i have to catch up again i have no more money no income if i had the money i would not be on FORBEARNCE PLAN FOR XXXX SAKE they to me to write a letter to them i did NO RESULT PLEASE HELP ME IF I COULD FIX MY CREDIT I COLD REFINANCE THE HOUSE THE THE MORTGAGE PAYMENTS WOULD LESS
|
| 11/22/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
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I came home on XX/XX/XXXX to find the attached letter in the mail. It stated that a check issued by XXXX XXXX on XX/XX/XXXX in the amount of {$660.00} was never cashed. I had refinanced my home and this appears to be excess funds in my escrow account.
I received my XXXX for my mortgage interest that year so I am not sure why we would not have received the check.
My husband and I followed the instructions in the letter, signed and completed the information requested and I faxed the letter back on XX/XX/XXXX. The letter states that if the letter was not received by XX/XX/XXXX, they would report and remit the property to the State of Washington. ( This has not been done, so this leads me to believe they have the response from me ) They also stated that it could take 6-8 weeks for us to receive the check and could delay further if you contacted them to find out the status. I faxed the second letter along with the XXXX letter attached requesting the status since it has been over 16 weeks since the original response was faxed to them.
As of today XX/XX/XXXX, I have not received a response to any of my communications and the property is not listed on the Washington State Unclaimed Property website.
|
| 05/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This is in follow up to complaint # XXXX that was filed on XX/XX/XXXX.
The complaint was processed and closed on XX/XX/XXXX.
I received a letter from LOANCARE , LLC stating that they apologize for any inconvenience caused to me for the past 2 months of waiting to hear from someone and working to get the issue resolved ... the letter gave me 4 options to choose from as to how I would like to resolve the issue. I was instructed to contact XXXX XXXX ... well that is easier said than done. I called her on several occasions and left several voicemails ... all were ignored. I called yet again and finally made contact with her, i informed her which of the options I was selecting to address the issue, and also asked that I receive confirmation from the company that they fully understand which option I have selected.
I was given the following email address : " XXXX '' so that I could send my information there, which I did on XX/XX/XXXX @ XXXX PT.
As of yet, I have not received any confirmation whatsoever. It is truly pathetic that this company treat customers this way. I am once again, now forced to file a complaint just to get a very simple response to what should have been an easily fixable issue.
|
| 07/20/2021 |
Yes |
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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My Mortgage servicer reported my mortgage a rolling 30 days late while I was under a forbearance during Covid. Under the " CARES ACT '' we requested a forbearance since my work was interrupted my Mortgage lender explained to me once I was at least 30 days late the forbearance would take place and I would be under the support of the CARES ACT. They stated if I was not delinquent they would not offer the program. Once I became in default I would have 12 months of protection under the CARES ACT.
Within 45 days I was back to work, I felt I had not need to accumulate unpaid interest and I continued my payments I did stay 30 days late eventually up but I thought best to continue making my best efforts to make a payment each month in which I did.
I have recently monitored my credit and I have found that my credit was rated negatively while I was under the CARES ACT. I have tried on more than one occasion to reach out to the Lender with little or no response. The entire time I thought I was doing good by at least making a payment each month and it seems I did nothing to help my situation. I also have found out that I did not need to be in default to get protection the Lender mislead me completely.
|
| 03/11/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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My mortgage was sold to Loancare Servicing in XXXX, 2016. Every time I call them, I am on hold for at least 45 minutes before any rep takes my call. I had called to inquire about how I could stop my Property tax and homeowners insurance from coming out of my impound account. The representatives I have spoken to are rude, condescending, and have not helped me in any way. The only rep that gave me some direction told me me to email customer support and also told me that I could not be connected to the escrow department as they do not talk to customers on the phone. So, I emailed the customer service department requesting that my impound account no longer pay out the property taxes and homeowners insurance, and that I would pay it myself. I received a ticket number in an automated reply which stated that I would be hearing back from them within 10 business days. It has now been 17 business days and I have not heard from them. I called them again on XXXX XXXX and was told to wait 30 more days for a response by mail and that I was not allowed to talk to the escrow department. Then, this morning, I received an automated email from them stating that my property taxes had been dispersed to the county.
|
| 11/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
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I paid my mortgage on XX/XX/XXXX on the LoanCare Portal. The money did not come out of my checking account so on XX/XX/XXXX i went online to check and the portal/website was down with no explanation. i called the XXXX number and the lines were also down. Again, no explanation. I found information online that there was a cyber attack on the LoanCare site. there was no communication on this. Also, on XX/XX/XXXX, they did take {$190.00} out of my account for an appraisal they were supposed to set up to remove my PMI payment from my mortgage. I never got a call to schedule the appointment. But they took my money.
Today, i went on the portal and was able to log on, but it looked different so i called LoanCare. After XXXX mins i got through to a representative who basically told me not to trust the site. And she couldnt take payment over the phone. Nothing is processing right now. She didnt know anything further and would not tell me why the customers have not been notified. This could impact everyone financially! This is a big deal and all of their customers are in the dark. Its almost XXXX and i need to pay my mortgage. What is their obligation to the customer to inform them of the data breach?
|
| 04/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XX/XX/XXXX we mailed a forbearance extension request for our CARES act XXXX XXXX mortgage loan. We noted that we are still experiencing a hardship due to COVID 19 and would like to a request an additional 3-month forbearance extension. We called to follow up with Loan care on XX/XX/XXXX regarding the extension request. We were told by the representative that she entered the application for us and that we would receive an update with in 5 days via email or regular mail regarding our extension. We havent received any update. Today we called again and were transferred to XXXX in the loss mitigation department. She advised us that the request we submitted was closed on XX/XX/XXXX. We were never notified of the closure and do not know why our protected XXXX XXXX loan forbearance is not being extended under the CARES act as it should be. We are currently in an active CARES Act mortgage forbearance plan with LoanCare/XXXX XXXX and are requesting an extension to that forbearance. Our hardship has not been resolved. We have not received any communication regarding our multiple requests for extension. We would like to receive written notice of our mortgage forbearance extension under the CARES act.
|
| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
- UNITED STATES MINOR OUTLYING ISLANDS
- 647XX
|
Web |
|
|
New mortgage servicer has all of my information wrong and refuses to correct it, or even call me back. The inaccuracies listed below are part of a open ticket # XXXX. I really don't see that its my fault that they do not know what they bought in my loan from XXXX.
" Please update my account to the correct info.
XXXX said they took the loan XXXX, I have a letter from XXXX saying it transfers on XX/XX/XXXX.
The amount owed XXXX is showing is $ XXXX my loan remaining amount is roughly $ XXXX it shows I am accruing interest daily at the $ XXXX rate, possibly with late charges since XX/XX/XXXX, why?
XXXX says XXXX payment hasn't been paid, I have paid both XXXX and XXXX payments early.
My Insurance is prepaid for the year ( in full, XX/XX/XXXX ), so, why we are XXXX taking extra insurance for XXXX, as shown in Escrow breakdown?
The info in account is in quite a poor state. Please let me know when all this will be fixed '' XXXX refuse to mail me back or call me. When I call in, the customer service rep has no clue about anything other than what's on his screen ( wrong information ) then, I'm on hold for a supervisor for over an hour then the phone hangs up before the Supervisor answers.
|
| 02/16/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
We closed on a residential home loan on XX/XX/2012. The original purchase price of the home was {$330000.00}. The market was rebounding and the appraisal came in extremely low at {$340000.00} and so Private Mortgage Insurance was assigned to our loan for a term of 5 years or until the loan was paid down to 80 % of the appraisal value. The loan contract specifically states that the buyer is entitled to pay for a new appraisal after paying 60 consecutive payments. However, the contract stipulates that the lender ( LoanCare ) gets to choose an independent appraisal company of their choice.
We have contacted the LoanCare on multiple occasions requesting that they schedule an appraiser and let us pay for the new appraisal.The property is now estimated at an appraisal value of {$600000.00} and we owe {$290000.00} on the mortgage. Currently, our loan to appraisal value is approximately 48 %. However, the lender will not respond to our requests except to send letters that say, " We have received your request and will be in touch with you in 3-5 business days. '' LoanCare fails to follow through and they keep billing us $ 379 monthly in private mortgage insurance. They are not honoring the contract.
|
| 02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
MY MORTGAGE COMPANY LOANCARE IS CONTINUING TO TAKE MONIES FROM ME I DO NOT OWE. IN XX/XX/XXXX MY HOMEOWNERS INSURANCE WAS DUE. MY INSURANCE COMPANY PEOPLES TRUST WAS PROPOSING TO CHARGE ME {$2800.00} FOR INSURANCE. I MADE ARRANGEMENTS WITH MY MORTGAGE COMPANY TO LET ME PAY A MONTHLY AMOUNT UNTIL THE INSURANCE INCREASE AMOUNT WAS PAID. THE AMOUNT WOULD BE {$20.00} MONTHLY. AFTER I CONTACTED MY INSURANCE AND AFTER MY HOME WAS INSPECTED THE INCREASE DID NOT TAKE PLACE. MY INSURANCE DECREASED TO {$2100.00} FOR THE YEAR. MY MORTGAGE COMPANY CONTINUES BILLING ME FOR THE {$20.00} UP TO KNOW. I HAVE CALLED SEVERAL TIMES. I FILED A XXXX COMPLAINT ON XX/XX/XXXX .I WAS CALLED ONCE SINCE THEN I WAS TOLD MY ACCOUNT WAS BEING LOOKED INTO. I KEEP CALLING LOANCARE .NO ANSWER THE MESSAGE IS LONG WAIT TIMES TO GO TO THE WEBSITE. I HAVE NOT BEEN ABLE TO GET INTO THE ONLINE ACCOUNT SINCE XX/XX/XXXX WHEN THEY BECAME MY MORTGAGE COMPANY. I CANT SEE WHAT I OWE ON THE HOUSE .I CANT SEE MY PAYMENTS TO MATCH WITH MY BANK STATEMENTS. I WANT MY ACCOUNT UPDATED .I WANT TO BE ALE TO GET INTO THE ONLINE SERVICES. I WANT MY MORTGAGE AMOUNT CORRECTED. PLEASE ANY HELP YOU CAN PROVIDE WILL BE GREATLY APPRECIATED.
THANK YOU
|
| 12/09/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Myloancare.com has changed how their online payment fee structure works.
If you call in with your number the call clearly states " No fees will be added if paid within 15 days '', but then goes to say " Fees will be added after 4 days after due date ''.
My mortgage specifically states that there will be no fees if paid by the 15th, nor have I been charged any until this month.
Now, with this change, there is no way to avoid a XXXX dollar fee ( at minimum ), whether paying online or by phone. They are going directly against my service loan, with no option to do anything but to pay the XXXX dollar fee, or more depending on how I pay.
By submitting a payment online, I am forced to accept the service charge, if I want to pay online, otherwise can pay over the phone for {$12.00} -- All going directly against the original loan terms.
The eStatements from the previous month do indeed say something about no fee from auto draft, and " Up to XXXX for online payment '', whereas my loan does not differentiate between the two.
They are intentionally violating the terms of my loan by these changes, and did not send out any warning or notice of change, nor did I agree to any change as stated.
|
| 08/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I have a XXXX XXXX loan service through LoanCare corp. and i have been unable to get them to extend the loan for an additional 90-days as allowed by the CARES ACT. The current forbearance agreement ends on XX/XX/2021. I first reached out to them on XX/XX/XXXX, less than a month before the end of forbearance and i was told that i need to call back the following week. I reached out again on XX/XX/2021 and I was told that it wasn't possible to extend the loan in their system until the following week. So i reached out to them again today XX/XX/XXXX and I was told the same thing to call back again the following week. This sounds like an intentional SCAM by this servicer to rob me of my home via a convoluted, meaningless process to waste time and then place my mortgage in a foreclosure process. THIS SERVICER IS FRAUDULENT. I HAVE NO CONFIDENCE IN THEIR PROCESS ANYMORE.
I do not have to contact them six times within 30-days of my current forbearance agreement for them to take the requested action of extending the forbearance for the final 90days. Please help against this fraudulent loan servicing company. They are trying to steal my house via a convoluted mechanism to access lawful resources.
|
| 04/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan was sold or a change is service took place during the first half of XXXX to XXXX NMSL # XXXX ( aka LoanCare NMLS # XXXX ). I paid my loan payments regularly as a scheduled payment from my bank. After the transition happened, I noticed some payments were missing. I have called Customer Care and eventually got transferred to payment research group via email. Their initial response to my request on XX/XX/XXXX basically did nothing and asked for proof of payment. I got proof of payment ( attached along with payment application schedule ) and submitted again on XX/XX/XXXX with a follow up on XX/XX/XXXX. There have been no response or any resolution though they tout 2 day turnaround on these requests.
I am missing 2 payments of {$1500.00} each from XXXX and XX/XX/XXXX. I have done an analysis from the data listed on their website of my payments and application of payments over a year where I point out the missing payments on the attached Excel file. At this stage, I have contacted them multiple times via phone for resolution and through the payment research email support channel. I have no confidence in their interest or efforts in resolving these issue and would appreciate any help.
|
| 05/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loancare bought out my mortgage from XXXX XXXX in XX/XX/XXXX without Escrows. Loancare added escrows to my account even though I showed proofed of insurance and paid annual taxes. I have been trying ever since to get the escrows removed as I continue to pay insurance and tax annual out of pocket. They have misapplied my payments for two years. I finally got some resolution in XXXX or XXXX only to have escrows added back two months later. I have called relentlessly speaking with 4 different managers since XX/XX/XXXX trying to get my account fixed. This has now messed up my credit and affected my life. I am always promised follow up and a resolution and never get it. The 4 manager and dates are listed below. They are " not allowed '' to give their last names.
XXXX XXXX XX/XX/XXXX - left several messages XXXX ID # XXXX out of Pittsburg XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Spoke with on XX/XX/XXXX, left messages XX/XX/XXXX, XXXX & XX/XX/XXXX.
I call customer service requesting call backs due to " high volume '' and never receive a call back. Please help. I can not wait to be able to refinance and get out from under the worst mortgage company I have ever had to deal with.
|
| 12/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
In XXXX I refinanced my home with XXXX XXXX. In XX/XX/XXXX I received and email from XXXX that they were transferring the loan servicing to XXXX XXXX. A new loan number was assigned ; XXXX. Under my original contract with XXXX no late frees would accrue until the payment became past due after the XXXX of the month. The due date is the XXXX. I am on Social Security and my monthly payment comes on the XXXX Wednesday of each month. Up until this transfer I was ever late past the XXXX. Since the transfer to XXXX I have been charged late fees. I have complained to them and demanded return of these fees. They respond that they have a policy for late fees. I advised them they can not unilaterally change the terms of my contract with XXXX and demanded they cease and desist any further late fees and to also return all charged late fees forthwith. They simply respond with a computer no doubt. It is hornbook law that a contract involving real property must me in writing. That would include an modifications. No such modification has been executed and XXXX has taken this contract subject to all of it provisions. Please help.
Kind regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX XXXX
|
| 01/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Property Address : XXXX XXXX XXXX XXXX XXXX IN XXXX Loan Number : XXXX XXXX mortgage subserviced by LoanCare Account shows 6 months of unpaid mortgage ( XXXX XXXX ) LoanCare confirmed that autopayment was successfully set up on the site with correct banking information.
o Per Loancare, because of a timing issue, the autopayment never took, however : The site allowed me to set up automatic payments The site never stated or warned that although autopayments were successfully set up, they would not go through.
I found out my mortgage was sent to foreclosure only when I contacted LoanCare on Monday, XX/XX/XXXX. The situation above was discussed and I was told I would hear back no later than Thursday, XX/XX/XXXX. I did not hear back.
I have no problem paying the full amount owed immediately. My primary concern is that because of a website error, my XXXX credit has now been destroyed. I would need the credit delinquencies and/or any other issues removed and restored and if not, will unfortunately be required to hire an attorney and escalate legally both a ) resolving the mortgage payments and credit impacts and b ) how a confirmed website glitch caused financial and emotional hardships.
|
| 09/06/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My home located at XXXX XXXX XXXX, XXXX XXXX, PA XXXX is being auctioned on XXXX XXXX of this month for the 2014 taxes not being paid. I reached out to Loancare Servcing to resolve the issue, as my taxes were escrowed through them. My XXXX 2014 mortgage statement shows the taxes were paid, but they were never received by the local tax collector. The tax collector said the taxes either have to be paid or I can give them a copy of the cancelled check to stop the auction. I reached out to Loancare, and they have been non-responsive to my request, despite the urgency of the matter. I emailed them on XXXX XXXX, as per their request, and they said they would get back to me in 5-7 business days, and they never did. I call every day and try to speak to the manager ( XXXX XXXX ) at Loancare Servicing, but she never calls me back and no one else can help me. I was told I can not reach the tax department by phone, so I have to just wait. I did fax them all the information in addition to emails and calls I have sent. I need your assistance to try to resolve this matter before the tax sale on XXXX XXXX since Loancare Servicing is not doing their part. Thank you!
XXXX XXXX XXXX, also XXXXXXXXXXXX
|
| 11/15/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
XXXX Bank transferred the servicing of my mortgage loan to LoanCare, XXXX. I feel I was not given adequate notification of this change. I have not received a notice from LoanCare, XXXX. After realizing today ( XXXX/XXXX/15 ) that my automatic payment to XXXX was not processed from my checking account as usual, I immediately went through recent mail to find a letter XXXX, dated XXXX/XXXX/2015 ( received after this date ). The envelope appeared very typical XXXX. Like a statement, or marketing offer. There was no indication that my action was needed, or that there was any urgency to the notice inside. Therefore, the letter went into my pile of non-urgent mail. Despite the nonchalant envelope, there was in fact EXTREMELY important information inside about the transfer of my loan! I then went to the website listed for LoanCare, XXXX to find that I did in fact have a payment due on XXXX/XXXX/15, that I was 14 days late and had already incurred a fee for late payment! Is there anything I can do to recover my late fee? Also, I feel I should receive some basic information about my account balance at transfer, payments, etc. What action should I take? Thank you in advance for any assistance.
|
| 10/13/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I purchase my house on XX/XX/XXXX, my first payment was due XX/XX/XXXX I signed up for the auto pay for the XXXX of every month, XX/XX/XXXX pass the money was still in my account I had to mail in my payment they charge me a late fee, before closing I chose XXXX XXXX XXXX and someone switch my company I complained about that and I got a refund my mortgage payment is set up all included house {$560.00}, mortgage insurance {$73.00}, escrow {$210.00}, {$850.00}, monthly so when I got my refund from the insurance company I purchased XXXX XXXX homeowners insurance out of my pocket not included in the mortgage payment my mortgage payment should be {$700.00}, LOANCARE LLC, is charging me {$850.00}, and taking my money out of my escrow account every month and I get threatening letters, falsely accused like I 'm two months behind on my mortgage payment delinquent notice every month and they charge me late fees and Its on my credit report {$110000.00}, I have contacted them by phone numerous of times they say one thing on the phone and then here comes the mean letters my mortgage was sold to this company and they said they 're taking my escrow money for homeowners insurance I have insurance.
|
| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was sold to Loancare sometime between XXXX of 2019. XXXX, my previous company, went bankrupt and I was dumped into this company. Almost immediately, my escrow payments increased XXXX a month, for what the company said were " under payments ''. I provided documentation to them that stated my taxes had no been raised enough to constitute that much an increase, and my homeowners insurance hadn't either. No one cared and they stated that they would re-evaluate it in 6 months. I couldn't afford to pay this, so I missed payments and my credit was deeply affected. Every time I would call, I would get a different person with a different answer or different explanation. No one cared, no one helped and no one would look into things. I asked for a supervisor, but never got one. Just transferred to their department. I was forced into taking a loan modification to avoid foreclosure. All along, my credit suffered even more. It is now in the low XXXX 's and will be years before it's turned around.
On a side note, there a thousands of reviews online of this company, the overwhelmingly vast majority are negative. They seem to all be about escrow issues and no one can get any answers.
|
| 06/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I had inquired about a forbearance plan that Loancare LLC was offering during the start of the covid-19 pandemic. I filled out an online application for the plan on XX/XX/20, and received an email stating that I was approved and the plan had started on XX/XX/20. I was notified by my mortgage broker to immediately cancel the plan, as I was planning to refinance in the near future, due to the possibility of a negative report on my credit. I tried to contact Loan care immediately to cancel the plan, and could not reach anyone on the phone multiple times. I attempted to cancel my plan online but had technical difficulties which were not assisted by any loancare technical associates. Additionally, they reported me as delinquent on my payments during the forbearance plan, which they specifically stated would not happen on the application completion email I received. I spoke to a manager at Loancare, Agent ID # XXXX XXXX, who could not assist me with this issue or provide me with a letter validating that Loancare is wrongly reporting my credit, on XX/XX/20. I am also unable to login to request a letter from the credit department due to technical issues that Loancare is currently having.
|
| 06/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This company XXXX in every way. I setup auto-pay immediately upon being told they were my new servicer. They failed to withdraw the first payment. Then they locked my account online. You can not reset it online. Oh, no. You have to call them. Which takes 48 minutes. The first guy, whom I will just assume was incompetent rather than a liar, told me that I had never set up auto-pay and that there would be a fee for me to pay on the phone. He could not help me unlock the website. He then transferred me to someone else who said that I HAD, in fact, set up auto-pay but it had failed to withdraw the money. She said I could pay on the phone without a fee. I did so. Now, i am getting a message that they don't have my hazard insurance policy -- which i have previously provided as part of the closing process. When I try to add it, guess what? I am locked out again. You can not reset online. You have to call them. This time, their automated system bounced me back and forth without ever getting to anyone and finally hanging up on me. I am just trying to pay my XXXX monthly payment, and i never want to have to call them again. How, oh, how can they fix my account so that it actually works???
|
| 03/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have had a very difficult time dealing with XXXX ( subserviced by Loancare ). My account has always been current ( no missed payments ). First, they transferred my servicing to Loancare and didn't make it clear when/if my autodraft would commence. Apparently it would not commence in time for the XX/XX/XXXX due date and so I wasn't aware my XX/XX/XXXX payment did not go through as a result. I went to the website, which was down and inaccessible. I called their customer service to make a one-time payment and set up autodraft. Then, when the website was back up, I was unable to find a record of the one-time payment. So I initiated a one-time payment myself on XX/XX/XXXX. Then, a few days later, my one-time payment and another one-time payment went through, effectively causing my account to be drafted for two payments at once. At this point, I want to have my autodraft suspend the XX/XX/XXXX payment since I am paid through to XX/XX/XXXX. However, the website is telling me that I can not access the autodraft information online. Just a week ago, I was able to. I do not have time to keep calling Loancare/XXXX to fix problems due to their sloppy website and communication with borrowers.
|
| 01/11/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
Mortage company is Loan Care. Loan Servicing Company is XXXX.
XXXX we found out that our house insurance had not been paid and had been cancelled by our insurance company for non payment. The policy was effective until XXXX days later we got notice from the insurance company that Loan Care had not paid the premium and the policy was cancelled. our original cost for home owners insurance was XXXX per year. instead of paying that, Loan Care place their insurance at a premium of XXXX and notified us that our house payment would go from XXXX to over XXXX. The insurance company that we went to for help said that Loan Care had 90 days before they had to get forced placed insurance. LOAN C are placed it in less than 60 days.We were able to get a 'junk ' policy with the help of the agent and our previous company for XXXX. Now Loan Care says our new payments are going to be over XXXX every time we called to try to figure this mess out it was a different person in their insurance dept. and a different story! This has been a nightmare as we are senior and live on SS. Have heard almost the same story from many others in our senior group. " This is a way for them to foreclose on seniors ''
|
| 02/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
An electronic payment I made through my bank on XX/XX/XXXX, XXXXwith approximate delivery date XX/XX/XXXX has neither been credited to my account, nor has my payment been returned.
Previously, payments I made from XXXX thru XXXX were not applied to my account until I inquired. I submitted my inquiry on XX/XX/XXXX and did not hear back from LoanCare until XX/XX/XXXX.
In the meantime, I made my XXXX payment on XX/XX/XXXX, as stated above. LoanCare stated that I was making payments under an incorrect account number, but I have been making payments under the same account number since XX/XX/XXXX, when my account began to be sub-serviced by LoanCare.
Proof of payment for each month for XX/XX/XXXX thru XX/XX/XXXX is included. It can be seen that all payments have been made under the same account number.
I intent to make future payments under the account number indicated in the correspondence from LoanCare on XX/XX/XXXX. However, previous to this correspondence, payments that I made that were neither credited to my account nor returned to me. At no point from XXXX XXXX did I receive correspondence from LoanCare stating my payments were not made under the correct account number.
|
| 04/04/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
The subservicing company I pay my mortgage to recently changed.
I had been working really hard to find out how to do it. It felt like not providing me with the necessary or helpful information was intentional as time passed. I actually learned facts that were essential for the process from a friend. I was planning to have an appraisal done ( with XXXX XXXX XXXX XXXX ) to cancel the PMI when I was notified of the change. The new company, LoanCare, LLC is ignoring all my requests. They say they did n't receive my initial email request and subsequent emails are bounced back as undeliverable. I have yet to speak with anyone but a receptionist who disconnects calls when transferring to insurance dept. They say all over their website that multiple inquires may prolong the process. Yet the process never starts. I believe this is intentional. I 'm sure XXXX people like myself are eligible for PMI termination. But this is free money for them so OF COURSE they do n't want anyone to cancel it early, never mind helping them to do it by providing information.
I am really really angry. I HAVE NO CHOICE about who I pay my mortgage to. And they know it and treat their customers like garbage.
|
| 03/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I am customer of XXXX, XXXX in XXXX XXXX. Changed my home insurance in XXXX and I received a XXXX dollar check from old insurance which I immediately sent to XXXX to be applied to my escrow account. Instead it was broken up and applied to hazard insurance. As a result my escrow account was low and my mortgage was raised around 65 dollars. This increase is a financial problem for a low income XXXX senior on social security. First I was told they did not get the check and my bank and I had to prove they received it. I called many times, sat on hold for hours, spoke to XXXX, XXXX, and last week XXXX who hung up on me. I was told by all three and several more that they more doing a TICKET and the money would be put in the proper escrow account. Then I was told on XX/XX/2021 that they never received my XXXX payment even though I emailed them a copy of the check to the address they gave me. Then I was told the check had to be used to pay for XXXX 's payment. Of course I paid XXXX XXXX mortgage payment. This company will ruin my credit rating which is over XXXX as I try to figure out how to eliminate this company from my life. I am never late and I never have a late fee from anyone.
|
| 07/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I submitted a complaint about LOANCARE on XXXX-18. Now I recently received another notice from them stating my mortgage payment is 3 months late, and now they are applying late charges ; also stating I may lose my home, and that this will effect my credit score. Never missed a mortgage payment in 5 years ; as long as I have owned my home. My Loan was transferred from XXXX XXXX XXXX to these people, and nothing but trouble. Never ever had a problem. I work, make payments on time. LOANCARE also increased my mortgage from $ XXXX/month to over {$5000.00} a month. WHAT! I called them about 2 months ago, and they said they wanted me to send them a check for {$19000.00} re : escrow? WHAT? I'm wanting to file a class action lawsuit ... ..this is causing me sleepless nights, anxiety everyday. I have never ever had a problem like this in my XXXX years on this Earth. I pay taxes, work at a job that helps people in life. What is going on?? I see all these complaints about this company, and wondering how this has been allowed to continue for so long?? Will someone please help us law abiding citizens, and do something? PLEASE ... ..this is getting harder for me to take everyday. Thank you.
|
| 03/02/2016 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
|
|
I have a Mortgage with XXXX XXXX which was serviced by LOANCARE. The mortgage was recently refinanced and paid off. I inadvertently sent in a loan from my bank 's web bill pay after the loan was paid off and that account number was closed. I have been trying for close to a month to get the money refund. Three phone calls just today alone and I was shuffled from one customer rep to another repeating the same information over and over. I have called LOANCARE 6 prior times and fax them the info they asked for which they said they did not received. I even verified the fax number was correct with a customer representative.
In one phone call the customer service rep placed me on hold and after 10 minutes on hold a different customer service rep picked up the phone and so I had to repeat everything all over again. She then placed me on hold and next thing I know I had a dial tone.
There is no doubt in my mind that they do not intend to give me my money back and is stalling hoping I will go away. But i am talking about almost a thousand dollars. Now they want me to email the same information they did not received via fax even though I verified I sent it to their correct fax number.
|
| 03/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My mortgage was recently sold to a company, LoanCare, and they have been taking my weekly payments and not applying them towards my monthly statement. After the first month I called and spoke to a representative who said he would reallocate the funds and note my account. Even though all of the funds were received by LoanCare well in advance of the due date I was charged a late fee. I called again to get this late fee reversed and was told that the customer service representative I was speaking to was unauthorized to reverse fees. During this same call I discovered that LoanCare still had not credited my statement despite cashing the checks I was sending. Again I requested that the funds ( all paid well before the due date ) be allocated towards my statement and was told that this would be taken care of and requested to speak to a manager who was able to discuss and reverse the late fee. I was denied speaking to a manager and was instead given a voicemail where I left my name and number and a brief message requesting a return call, this has not happened. I attempted to follow up on this request by calling customer service and was placed on hold for 45 minutes with no response.
|
| 10/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan servicing was transferred from XXXX XXXX XXXX to LoanCare LLC. on XX/XX/2021. The transfer documents stated payments due on or after XX/XX/XXXX should be paid to LoanCare LLC. However, I made a payment of {$3800.00} to XXXX XXXX XXXX through an automated payment system on XX/XX/2021 for my payment due XX/XX/2021. After the loan was transferred, my statement for LoanCare LLC also showed that I owed a payment on XX/XX/2021. I later made this payment a second time to LoanCare LLC on XX/XX/2021 in order to avoid late fees.
On XX/XX/2021 the escrow ( {$550.00} ) and principal ( {$1300.00} ) portions of my XX/XX/2021 payment to XXXX XXXX XXXX were made as payments to my loan on my LoanCare LLC account. However, the interest portion of the payment ( {$2000.00} ) never appeared. I contacted both XXXX XXXX XXXX and LoanCare LLC via their customer service lines on XX/XX/2021, however neither company was able to fix my issue. XXXX XXXX XXXX stated that the payment was applied to the loan at the time of transfer, as it was made before the transfer date of XX/XX/2021. LoanCare LLC said that this payment did not show up in their records, and advised me to contact XXXX XXXX XXXX
|
| 08/16/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I purchased my home in XXXX of XXXX. The loan was sold by my original lender to Loan Care a Service Link Company ( My Loan Care ). Since then I have been over charged for my MIP. They seem to be treating my loan as an FHA not a USDA loan. I was charged : {$840.00} In XXXX of XXXX {$830.00} In XXXX of XXXX {$810.00} In XXXX of XXXX and {$840.00} In XXXX of XXXX I am only supposed to be paying .35 % of the value of my loan which is about {$550.00} a year and that number should be decreasing due to paying the loan amount down. As you can see mine jumped back up to the origination amount.
I started trying to resolve this issue in XXXX of XXXX with the loan company and they just steadily give me the run around and they promise I'll have someone call me back but that never has happened. I end up calling them and spending at least an hour if not more on the phone every time.
I have consistently followed the step they ask me to and they do not follow through on their end. I have filed emails to create a paper trail, waited for the follow that never came. Spoken to a supervisor and waited for a follow up that never came and now i am wondering if there's anything that can be done.
|
| 08/11/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I closed on my home in XX/XX/2022. I made XXXX payment with the XXXX XXXX XXXX before my loan was sold. I made XXXX payments, which included extra money to be applied to principal and escrow to the new mortgage service provider XXXX XXXX XXXX. I have the bills reflecting the due dates and proof from my bank statements. My mortgage was sold again late XXXX to Loan Care. I didn't even receive my first bill until XX/XX/XXXX from Loan Care. An error was made and they said I was due for XXXX but I had previously paid the old provider. I called immediately and was told to wait for their accounts to update. I waited, it never updated. I called back and was told I was due even though I have proof. I called my old provider, XXXX XXXX XXXX phone XXXX and they said I wasn't due until XXXX. They sent me proof via email and are mailing me proof of this as well. I made an additional XXXX payment with Loan Care under duress so it didn't injure my credit because they said I was going to be charged fees if not paid by the XXXX and it takes time to process! However that should reflect my XXXX payment as paid and it does not! Again I have multiple documents if needed. Thank you for the help.
|
| 12/02/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
Loan care mortgage XXXX I just open a loan in XXXX end of started XX/XX/XXXX so first thing I call in XX/XX/XXXX to make a payment for XXXX in which I did they assured me they would take out a auto pay for XX/XX/XXXX XXXX aa in I pay XXXX XX/XX/XXXX and pay XXXX by the XXXX so they took XXXX plus XXXX. Well they told me the couldn't give me money back atleast 2 weeks. So my bank stop pymnt to get reversed so for XXXX payment they was to take XXXX and to monthly they put it on interest. So I spoke to the company XX/XX/XXXX they said they would take XXXX put in for paymnt and I paid them XXXX that day so XXXX I had paid and I said will pay the next week. Well I cant anybody on the phone since XX/XX/XXXX. I been calling everyday they say they're system down. I can't get anyone to talk to me I checked the website they got everything everything wrong so I can't reach nobody by email so what can I do. I have no way to make a payment now for over 2 weeks but they are going say I am late. I don't know what to do. There phone not working there website down. This is soo upsetting. CAN YOU FIND OUT WHAT IS GOING ON PLEASE HAVE THEM CONTACT ME TO PAY AND DONT REFLECT MY CREDIT REPORT
|
| 02/02/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
Loancare is my fha mortgage bank. I was in a vehicle accident XX/XX/XXXX. Was released XX/XX/XXXX. Had to do months of theraphy. Was able to borrow money to pay back mortgage that was not paid because I was in the hospital. My company allowed me to return to work in XX/XX/XXXX.
I was behind again {$7900.00}. I borrowed money from my XXXX to pay that. My girlfriend was helping me with keeping up with my bills. We have broken up. XX/XX/XXXX, last month I woke up like another instance I had last year with a thought on my mind and it was my morgage company.
I had sent them a check to them, two weeks before for XXXX dollars. They sent it back with a note saying it was not enough money. So last week I woke up and remembered. I got on their website to get their number and came across another number for assistance in making payment arrange ments. Talked to someone about payment arrangements. She said she could help. We called on a XXXX way call on XXXX XXXX, and thats when I found out the house had been sold on XX/XX/XXXX.
I also sent a check that morning for {$3000.00}. Found out this morning they had cashed the check leaving me with an overdrawn bill with my bank. Thankyou.
|
| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
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XXXX, XXXX XXXX XXXX began servicing my mortgage several months ago. The first issue we encountered was them automatically purchasing hazard insurance for us when had had already provided them documentation we had a current policy. It took several hours and weeks to resolve the issue. Their phone system is a loop of options meant to discourage real customer contact. In addition, they could/would not provide a direct phone number for their insurance center, or an email contact, on any letters or their website. It took multiple calls to their general Customer Service center to find an agent who was competent enough to help find the right person to speak with.
Today, when I logged on to pay my mortgage, their newly designed website timed out and ended up charging my bank account twice for the mortgage. When I attempted several times to call them, their phone system was not working. Furthermore, there is no email system to help make inquiries about mortgage payments or other service issues.
This company is clearly trying to save money by eliminating options for human contact or and has been beyond slow and unresponsive. Thank you for allowing this complaint to be filed.
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| 09/14/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Told you not to respond to a lawsuit they filed against you
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Web |
Older American |
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Back in XX/XX/2020 when COVID-19 had recently begun my mortgage was in a Forbearance program with XXXX/LoanCare because I was having some difficulties paying my mortgage. My son was helping me pay the mortgage but with COVID coming on the scene he got laid off.
It was around this time that I was contacted by XXXX XXXX XXXX XXXX XXXX. They claimed they could help me. They would investigate my current mortgage to see that operating procedures were legitimate and they would also inquire with the many programs that the federal government has, to try and see what help I would qualify for. They would also negotiate with the owner of my loan to see if they could get them to give me a lower interest rate. According to XXXX XXXX XXXX it normally would take no more than 120 days. During the process they would keep me apprised of how things were going. They had me sign some paperwork i.e, Author. to Represent Form, Notice to Cease & Desist, and a " qualified written request '. They would call me once or twice a month to tell me " everything was fine '' but would not give me specifics. XXXX is the first month that they have not contacted me and they have not returned any my calls.
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| 10/15/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I reached out to my mortgage company on XX/XX/XXXX in regards to a missed payment that happened in XXXX of XXXX. I purchased the home in XXXX of XXXX, several months before my wife became terribly XXXX My wife was diagnosed with severe XXXX XXXXXXXX and was XXXX for several months during late XXXX to early XXXX. The doctors had to perform XXXX XXXX just to keep her in a stable condition, this was a serious life or death matter for her. Later when I experienced the XXXX of my wife, I became her sole care provider and became disorganized with respect to making timely payments on Loan No : XXXX. Before my wife 's XXXX, my record was spotless in on-time payments, and since I missed a payment, I have worked diligently to rehabilitate my relationship with the mortgage company and have not missed a payment since then. I have advised the mortgage company of this and have even sent goodwill letters in hopes of forgiveness for this missed payment due to my wife 's XXXX. I have even asked if I could supply documentation that would assist in reaching a positive outcome, I asked if I could furnish my wifes XXXX records, diagnosis paperwork, and aftercare procedures if it was needed.
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| 11/29/2017 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX I called spoke with a rep who agreed to cancel my auto draft for the XXXX and I would make the payment 1 week following and pay the {$40.00} charge. Well even after that my account was drafted and I rcvd XXXX $ XXXX XXXX/XXXX/XXXX RET ACH FEE $ XXXX_RCVD back XXXX/XXXX/XXXX RET ACH FEE $ XXXX_RCVD back XXXX/XXXX/XXXX RET ACH FEE $ XXXX_still waiting XXXX/XXXX/XXXX RET ACH FEE $ XXXX_still waiting Then On XXXX/XXXX/XXXX XXXX and I arranged my payment for {$2000.00}, I was waiting for a check to clear so the payment declined But the same day the check cleared I tried to reach XXXX but havnt been able to get in touch with her. Then on XXXX/XXXX/XXXX you guys drafted my account FOR AN UNATHORIZED payment for {$1000.00} XXXX/XXXX/XXXX RET ACH FEE because XXXX/XXXX/XXXX the payment of {$2000.00} tried to redraft and caused my account again to go negative and rcv that fee.
I have been working with XXXX XXXX and now after numerous emails and numerous voicemails left for her and to return calls I am very upset.
*Still waiting to receive {$35.00} from XXXX/XXXX/XXXX and XXXX/XXXX/XXXX And now the most recent fee I need back for the UNAUTHORIZED PAYMENT on XXXX/XXXX/XXXX
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| 07/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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My name is XXXX XXXX. This is regarding to my loan with XXXX under NewRez. They filled a duplicate lien on my deed. I only have XXXX loan but there were XXXX liens filled. It was filled by XXXX. They filed the same Deed of Trust on my loan twice within XXXX hour and XXXX minutes of each other on XX/XX/XXXX. I contacted them on Thursday XX/XX/XXXX and ONCE OR TWICE A WEEK AFTER THAT regarding to the need to have a release prepared and recorded and sent to me.
On XX/XX/XXXX, they refused to do it because I have not paid off my loan yet. HOWEVER, there was a duplicate that needs to be released so it should not be the reason. The back office team was very irresponsible. They did not even investigate well on the DUPLICATED lien filed on my deed. I had to talk to another representative AGAIN to submit another request.
This is very frustrating because I need that " false '' 2nd lien on my deed to be released so I can move forward with my home equity loan. Their mistake is preventing me from getting my equity loan to buy another property. If I did not find out, this thing will stick on my record for a longer time. They did not work on it seriously to correct their mistake.
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| 07/10/2017 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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Loan care Services purchased our VA loan from XXXX XXXX in XXXX 2017. We missed 4 months of payments when Loancare took over our loan because we did not realize they purchased our loan and XXXX did not transfer the payments. We had paid our LOAN for 16 years to XXXX via bank checking account auto debit. We were never missed/late payment. Loancare contacted us via XXXX to offer a us a refinance special offer to lower our interest rates. The fine print stated our LOAN would be extended by 40 YEARS. I assumed it was a scam and ignored Loancare contact. I received notice from the Veterans Administration stating our home was at risk of foreclosure. I immediately contacted Loancare to arrange payment plan of the past due amount. I was told by the customer service rep that my choice was to pay the full amount owed or I could choose the *special offer* to refinance at a lower rate but extend our LOAN for 40 years. I was told that I would lose my house if we did n't pay the full amount OR choose the *special re-finance '' offer. Thankfully we had the money to pay the full amount of the past due payment. Please investigate Loancare for fraud and unscrupulous business practices.
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| 09/23/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have applied for Mortgage Assistance through my loan servicer, Loancare LLC. I had been keeping in contact by phone. The first time I called to check the status, I was told of the documents that I was required to submit. I submitted my documents, then I called a week or two later. I was told that the application was complete and being reviewed, and that I would be contacted soon. I did not get a phone call, letter, or email, so I called Loancare myself, another week or two later. I was told at first that the application had expired. I was confused and told the person I was speaking to, that I was told I would be contacted regarding my application and no one had. They looked into it further, then told me it was denied and that I had only until XX/XX/22 to appeal. I advised the person I was speaking to, that I had also applied for the Mortgage Relief Program and all they said was they would make a note of it. On the CFPB website it says I should have been told of all my options, including a forbearance, and that I have 30 days to appeal and the right to submit a new application if material changes have occurred in my financial situation, which they have. Please help.
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| 11/13/2019 |
Yes |
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- Trouble during payment process
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|
Web |
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I recently received my statement of activity regarding my Escrow Account from LoanCare. There were some interesting transactions so I called the customer service number provided on the statement for assistance. Once again, the customer service is terrible. The representative was unable to answer my questions or refer me to someone who could answer my questions. Based on my experience, this seems to be a trend with LoanCare. Here are my questions : For the month of XXXX, an escrow payment occurred in the amount of {$1200.00} described as FHA monthly transaction. This amount seems greater than a typical monthly amount. I would like to learn the detail and purpose of this transaction. Please provide me the contact information for FHA.
For the month of XXXX, there were two escrow payment transactions in the amount of {$41.00} each described as FHA monthly transaction. I'm assuming this was because the XXXX FHA monthly transaction was missed according to the statement. Why was the XXXX monthly payment not submitted timely?
For the month of XXXX, there is a transfer balance in the amount of {$230.00}? Where did the transfer balance go? An explanation was not provided.
|
| 11/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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|
|
Web |
Older American |
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XXXX XXXX, XXXX.
In XX/XX/XXXX I bought a home in an over-55 development and took out a bridge mortgage until I sold my other home.
The original mortgage was with XXXX XXXX, who then sold it to XXXX. I was notified on XX/XX/XXXX. Then, I was notified that LoanCare LLC would begin collecting my payments on XX/XX/XXXX, and thereafter.
The sale on my original home closed XXXX XXXX and on that date, I sent a FAX to LoanCare LLC asking them to please send me the amount of the payoff effective XXXX XXXX and my bank would wire the money to them.
To this date, I have not received a quote. The most recent email from them, dated XXXX, said : Please note duplicate inquiries may prolong your time for resolution. And lastly, Please allow 3 business days for your payoff quote to be processed.
I filed a complaint with the XXXX XXXX XXXX and on XXXX XXXX they forwarded a letter from XXXX XXXX, who says he represents XXXX. He has instructed LoanCare LLC to investigate my concerns. Ive heard nothing to date.
Im sure that a substantial amount of interest has built up, which I do not feel I should have to pay considering I have done everything correctly and in a timely manner.
|
| 07/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
|
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I have been contacting LOANCARE for 8 weeks requesting a 90 day forbearance. My loan is Fannie Mae owned and even the customer service representations at LOANCARE have verified that I am qualified for the 90 day extension. But they say a " team leader/supervisor '' in collections must issues the extension. I sent emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX with all necessary info. and the request and that fact that they were not responding. I made calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX also explaining he situation and their lack of response. @ times i was told my issue had been " elevated " and 3 times I requested to speak with a " team leader/supervisor '' as I was told they were the only ones who could correct the issue. All 3 times they were supposed to call me back and each time I answered they disconnected before I was able to speak with anyone. The wait times on the phone run into hours and they NEVER respond to emails at ANY of their addresses. Their lack of ability to properly service my loan is causing me financial difficulty and is violation of the federal cares act as well as federal loan servicing standards.
|
| 07/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
|
My loan just got transferred from XXXX to Loancare. My previous mortgage payment was {$1200.00} with {$22000.00} remaining on the balance and maturation date around XX/XX/XXXX. I just saw on the new Loancare statement that the maturation date is now XX/XX/XXXX with a monthly mortgage of {$1100.00}. Loancare never sent me a document for a new loan and secretly slapped 15 years of loan without notifying me or my agreement. There is a BIG discrepancy of the statement and the actual amortization schedule to XX/XX/XXXX. The statement said the new monthly payment of {$1100.00} due in XX/XX/XXXX includes principal payment of {$870.00} and interest of {$100.00} but the amortization schedule says for maturation date of XX/XX/XXXX, the payment for XX/XX/XXXX includes interest of {$100.00} but principle payment of only {$74.00}. Where does the rest of {$790.00} go if not to my principle??? The new loan I would not want to extend my loan whatsoever, especially with such a shady company like Loancare. If using the new loan amount and the new maturation date, the total amount Loancare wants me to pay is 10 times of the remaining balance!! I am totally disgusted by Loancare!!
|
| 11/20/2017 |
Yes |
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- Trouble during payment process
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|
Web |
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I live in a hurricane disaster area from Irma in XXXX XXXX XXXX. I contacted my mortgage servicing company, LoanCare, to discuss options as there was some damage to my house. First, I called them several times and they said they would call me back and never did. Then, they told me that that would move the next 3 payments until the end of the mortgage period and they would send me some forms to fill out, but I never received anything. I received a threatening letter because my payment was a little late after being told about the three months so I called back. I was told that there was nothing at all in the notes and that option was not available. I have had to call dozens of times and spoke to moss mitigation repeatedly, but I still have no idea what is going on there. I always get transferred to an employee who never answers any calls and never returns messages. I have spent more than 12 hours trying to get a straight answer but I still have nothing to show for that. They love to play transfer games until the person/department who you need to speak to is gone for the day. This company has no business servicing mortgages and shows no respect to their mortgagees.
|
| 11/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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My loan was transferred again and I got a notice that with the transfer I had 60 days where I would not be penalized for late payment, or be reported to credit agency. Well I took this as an opportunity to refinance because the previous loan servicer ( XXXX ) had messed up my escrow ( they had doubled it and when called I was told I just did n't understand ) and with lower interest rates I thought the timing was good as well. I was with in 60 days when a credit agency called me and Loan Care on three way and that is when a Loan Care money collection agent ( which phone call was recorded ) reported that I was late on my payment and no payment had been made. I told her that what she did was a violation of my rights and she became rude and asks to get off of the phone. I feel that Loan Care violated laws to protect the consumer, and tried to bully me so that I would have to stay with them or refinance with them. I am tired of large mortgage companies disregarding the laws, rules, and regulations which are there to protect the common consumer and feel that something needs to be done to get Loan Care to realize that there are repercussions from breaking these rules.
|
| 11/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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myloancare.com website didn't have any information on requesting or how to do a loan payoff. I was out of the country and couldn't call them. Therefore I made extra principle payments due out the time with a final {$1.00} payment made to them on XX/XX/2022. However, they just hold up my {$1.00} payment and didn't apply it to my loan. So I made another {$1.00} payment on XX/XX/2022 and they still wouldn't apply it to my loan. On XX/XX/XXXX, XXXX they started to call my load delinquent and charged me late fees and interest. Then sent me several foreclosure notices. After I came back to the XXXX and called them on XX/XX/2022 about my account status. They not only didn't remedy the problem, they sent me another foreclosure notice and charged two more late fees with interest on XX/XX/2022 and XX/XX/2022. I called again on XX/XX/2022 and spoke to another account specialist and gotten a payoff statement with no payoff instruction at all and with all late fees added to it. I called again today still couldn't get the problem resolved. My bank had cancelled my credit card because they have report bad credit to the agencies when my account should have a negative balance.
|
| 03/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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ADDITIONAL LOAN CARE PRINCIPLE PAYMENTS NOT APPLIED TO MY MORTGAGE CORRECTLY. BANKING IRREGULARITY AND MISSING {$19000.00}!!!!!!
I have sent over 5 requests over the last 2 years to Loancare to get this issue corrected and these banking errors consistently keeps happening. LoanCare is illegally not applying my extra principle to my loan. They send a automated reports of payments in the mail then close the complaint but the issue is not fixed. I AM MISSING {$19000.00} OF EXTRA PRINCIPLE NOT PROPERLY APPLIED TO MY MORTGAGE.
You will see my previous complaint this with company that went unresolved! I have several complaints with the CA Attorney Generals ' office.
I am ready to seek an attorney. There have been several CLASS ACTION SUITS against LOAN CARE bank. They deliver the worst customer service and go out of their way to misappropriate funds, never have a manager call you back and hang up on you when you ask detailed calculation questions. I have spent 100 's of hours trying to resolve this issue and think they should be investigated and held accountable.
XXXX XXXX XXXX ATTN : Consumer Solutions Department XXXX XXXX XXXX Virginia XXXX, Virginia XXXX
|
| 02/28/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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My complaint is with Loancare, XXXX, VA. I made my payment using XXXX 's Auto Bill Pay, so it was an electronic funds transfer and XXXX has verified that Loancare received my payment before the deadline of the grace period. But Loancare sat on my payment for 2 days before they posted it and they are now trying to charge me a late fee.
So I called Loancare about the delinquent notice they sent because it was dated the day after XXXX 's proof of payment date. I had to verify my identity on Loancare 's automated attendant/phone system, and it retrieved my payment information stating that my payment was processed on the XXXX, which is the last day of the grace period so I should n't have received a late fee at all but the delinquent notice is dated the XXXX. So I transferred to a customer support person who told me my payment was processed on the XXXX. They ca n't even get their dates straight ; the delinquent notice, automated phone system, and customer support all have different dates. I asked to speak with a manager and they refused saying I 'd need to submit my complaint in writing. So they do n't even want to work with me on this issue - they are the worst!
|
| 07/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
on XX/XX/XXXX I received a letter from The Loan Care, LLC that my mortgage payment was late. Having been notified the month prior by XXXX ( my mortgage company prior to LoanCare taking over ) of the change in mortgage information, payment had been made to Loan Care on XX/XX/XXXX. I contacted Loan Care on XX/XX/19, and after spending 30 minutes and multiple calls got through to someone who stated they would refer this to the department that investigates. I informed LoanCare that I had already checked with my XXXX XXXX and that they confirmed payment had been received by LoanCare. I followed this up with printed confirmation via email and by postal service. As of this date, they are still showing me one month behind on my mortgage, and I am concerned about what this will do to my credit rating. I have NEVER been late on a payment. Calling LoanCare is the ultimate in futility as you can not get anything other than a recording. I can not get anyone to return my calls, or advise the status of my account other than getting past due reminders. I am retired, and can not afford to make another payment when proof has been provided to LoanCare of previous payment made.
|
| 07/02/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Incorrect information on your report
- Personal information incorrect
|
|
Web |
Older American, Servicemember |
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Currently in divorce proceeding.on recent credit report I found a mortgage ( Loancare in XXXX XXXX ) I am not sure of this and do not believe I had a mortgage with this company.also spoke with XXXX XXXX as I showed an account was open with myself as a secondary account for {$13000.00} .the credit card is not in my name but I believe my XXXX # was used. XXXX XXXX states cards has first name that could be male or female but will not tell me the name except it is my last name. XXXX XXXX states they closed account today. There is an open XXXX XXXX card for XXXX also not mine. XXXX XXXX will not help me as I don't have full account number. The two address for me on the report are wrong.one is my husband 's XXXX XXXX ( I have nothing to do with that buisness ) and the other address is my adult son 's mailing address which is located in a small business for that purpose.my home address is not on the credit report from the 3 credit bureaus on XXXX. I did report to XXXX and should get a report in the mail within 30 days .also my report stated I also have another incorrect mortgage.another mortgage is correct, my current house.i am soon to be XXXX XXXX XXXXthank you
|
| 08/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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To whom it may concern : On XX/XX/XXXX, I took out a Mortgage in the amount of {$240000.00} with XXXX XXXX XXXX XXXX XXXX.
Thereafter, I fell behind on my Mortgage payments, and I signed a Loan Modification agreement on XX/XX/XXXX with XXXX XXXX XXXX ( by Loancare LLC, as Agent under Limited POA ). The terms of the loan modification agreement were as follows : Unpaid principal balance to XXXX : {$170000.00} Unpaid principal balance to HUD ( serviced by ISN ) : {$71000.00} Presently, I am closing on my home, and XXXX, through their Attorney, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX, has sent me a payoff with what appears to be an incorrect unpaid principal balance to XXXX.
XXXX is now claiming that my unpaid principal balance is : {$230000.00} I believe that this amount is incorrect, because the payoff to HUD ( serviced by ISN ), states that I still owe HUD {$71000.00}. I have alerted both the Lender ; and the Title Company handling my closing has notified their Attorney of this issue. Unfortunately, to date, neither has corrected the issue ; or provided supporting documentation to account for the additional {$64000.00} that XXXX is claiming they are owed.
|
| 07/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
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I had a mortgage with LoanCare company. I paid off the full mortgage amount at the end of XX/XX/2021, however an extra monthly payment for {$1200.00} went thru automatically from bank. LoanCare got the check from my bank and they cashed it ( attached documentation ) however as the account was closed they didn't deposit the money into the escrow account so the money got " lost ''. For over 5 months I'm being trying to get the {$1200.00} refunded with no luck, I have provided proof that the they have cashed the check and received the money, I have escalated this to many of their " management '' team and they just said " we sent you a check '' but no check received. I was asked to talk with XXXX XXXX ( Office of the customer ). the Phone number provided ( XXXX XXXX Ext XXXX ) most of the time get a message to call during regular office hours ( which are the ones I have been calling ). The extension number provided ( XXXX ) is invalid. For couple of times left a message to be contacted back however no one is calling.
In my view, a financial institution loosing the money is against any financial regulations. The account number is XXXX my name is XXXX XXXX XXXX
|
| 11/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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DAMAGE TO CREDIT SCORE DUE TO FALSE REPORTING Loancare is falsely reporting my mortgage account as being delinquent and has damaged my credit score. Further Loancare is reporting the wrong payment obligation of {$2100.00}.
The correct monthly obligation should be {$920.00} and not {$2100.00} Even after Loancare acknowledged error on their part - whereby they are collecting tax and insurance into an escrow account - when this mortgage account should NOT have escrow assigned to it. ( See complaint XXXX - for the erroneous escrow account. ) - Loancare has gone on FALSELY to report my mortgage account as delinquent - causing severe damage to my credit score.
Loancare fraudulently withdrew taxes and insurance, from my bank account and into an escrow account, which now has over {$5000.00} in unapplied monies. And yet Loancare continues to harass me, send me payment demands which include demands for property taxes and insurance on an account which should NEVER have had any escrow.
And now, Loancare is also falsely reporting failure to pay on my credit report and has caused me severe credit score damage yet I have paid and have {$5000.00} in my mortgage account
|
| 01/02/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My home was damaged during Hurricane Florence. My mortgage company servicer LoanCare decided to progress monitor my claim. This required me to endorse all checks to them. After finally getting the insurance company to approve the damages and finding a contractor that was willingly to work with me and meet the requirements that the mortgage company servicer set forth, the work began on my house XX/XX/XXXX. The mortgage company servicer stated that before work began I would be sent 25 % of funds to pay the contractor. An additional 25 % would be paid when the contractor was at 50 % completion of repairs and the remaining 50 % when the work was completed. I requested the inspector to come out to inspect the property on XX/XX/XXXX. Per there policy the inspector was to contact me with 6 days. It is now XX/XX/XXXX and I havent heard from the inspector. Whenever I call Loancare requesting an update they put me on hold for extensive times and tell me they sent it to the escalation department. I didn't receive the full 25 % up front. Of the XXXX they are holding I have received only {$2000.00}. The contractor is waiting on funds and the repairs are 100 % complete.
|
| 06/13/2018 |
Yes |
|
- Trouble during payment process
|
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Web |
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The XXXX blocked me from going into my account and making the XX/XX/XXXX payment and I was told by XXXX around XXXX XXXX XXXX that the Loss Mitigations department locked me out of my account. I couldn't login. I called again and spoke to XXXX around XXXX and she indicated that the department of Loss Mitigations lifted ban, she stated that I can now go on my account and make my payment. I went back online and still could not pull up my account. She allow me to make a one time free phone payment which would have cost me {$12.00} plus my late fee of {$10.00}. I have a witness to the whole conversation. I have been making payments on time never 30 days late. The last payment I made was on XX/XX/XXXX in the amount of {$1300.00}. I needed help back in XX/XX/XXXX because of medical leave XXXX and I applied for loss Mitigations. The underwriter proposed some type of trial payment plan for three months {$1400.00} and I refused and email them stating I wasn't interested. I have never been blocked before up until today. I still login my account. I have to deal with unpleasant people every time I call. The attitude I get from them is that they are doing me favors.
|
| 02/15/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
This past year with the covid problems my mortgage company offered deferment due to loss of income. This fall, approx 6 months ago, I began contacting them to try and rectify the issue and resume payments. Every time I spoke with them they would always say " everything is going to be ok '' " don't worry '' and " fill out this application for loan modification ''. I did everything they asked. I contacted them numerous times and often got no where. Eventually this week I got a letter from them saying they denied any assistance and I owe {$19000.00} that is due immediately. I called them again and got 2 new and different reasons I was denied. The first one was " you were not current when the deferment began '' which is not true and NO ONE ever told me this during this past year. The second was said after I protested the not current statement was " your debt to income ratio is way off ''. I asked numerous times what my options are and how long do I have before any foreclosure proceedings would begin. NO answer. Just repeating. I believe and probably many others have found themselves in this situation. I believe they are negligent in the way this was handled.
|
| 11/11/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Loan Care LLC purchased my loan in XX/XX/XXXX, I never received proper payment info, or where to send payment to until XX/XX/XXXX. I had gotten the address for the new loan company and send payment check was cleared XX/XX/XXXX, unfortunately was applied to wrong account. since I have contacted Loan care LLC multiple times to resolve issue, they told me the funds would be transferred to correct account by XX/XX/XXXX. I made regular payment for the month of XXXX check cleared on XX/XX/XXXX. now I 'am receiving threating letters about foreclosure on my home, I have sent them another payment that they will receive electronically on XX/XX/XXXX. I have now made three mortgage payments in the matter of weeks, as well as made phone calls and emails to try and resolve this issue. they have done nothing but apply my money to the wrong account and send me threating letters about foreclosing my home. even after they told me they would apply the money to the correct account, they are charging me late fees. I have never made a late payment on my loan, or been delinquent on my mortgage ever. at this point of my loan I have been forced to over pay to fix their mistake.
|
| 03/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage was purchased by a lender ( XXXX XXXX ) other than who I orginally used for financing. That lender then contracted Loan Care to sub-service the loan. That was approximatley a month and a half ago. I have yet to recieve a welcome packet or any statements. After 4 hours of my life wasted, I was finally able to get something with a pulse on the phone. That person provided me with my account number and adivsed she would be mailing and Emailing a statement. I have yet to recieve either. I was able to set up and account online. Today, I attempt to make a payment and the login credentials that I set up are not being recognized by the site, nor are the temporary passwords they provided. I have been on hold for over an hour waiting for someone to pick up the line. I just want to make a payment ....
UPDATE : I reached someoen who prompted me to do set up a new account. That did not work either. He then tole me he had never ran into this before and to call back after 5?? Maybe the intelligent folks work the late shift?
My payment is due today. Ive yet to recieve anything from the company and have no way of making the payment despite every attempt.
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| 03/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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After I made a payment to Loancare, my mortgage company, for the XX/XX/XXXX payment, I decided to set my account up on their automatic payment system, so it would never be late. I am always careful about getting my mortgage paid and thought automatic payments the best way to stay on top of payments. So in XX/XX/XXXX, I set it up on Loancare 's auto payment system. I thought it would begin immediately for the next month payment of XX/XX/XXXX, but I found out otherwise when I got a late notice from Loancare. This was simply a lack of knowledge on my part, that the auto pay would not kick in for over 45 days. When I called, Loancare told me it would not start the auto pay until XX/XX/XXXX. So I immediately paid the XXXX XXXXpayment within the XXXX XXXX day period. This was during the Covid 19 pandemic, when everyone, includng my son, had lost their jobs. The payment was less than 2 weeks late, and yet it has effected my credit score negatively, because they reported it to all 3 credit bureau 's. I humbly request that you remove the negative reporting sent to all 3 credit companies, on this simple delayed payment, under the terms of the Covid 19 Pandemic.
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| 01/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Unable to get your credit report or credit score
- Other problem getting your report or credit score
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Web |
Older American |
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There is not a problem with the company or my account. What issue is that this is my mortgage company that I make payments towards my home. I purchase this from the homeowner who carry the loan. Now, I only owe {$6000.00} of the 10 year loan with NO LATE payments for 9 years. None of this information is shared with the credit agency. This only XXXX of the problem. I, XXXX XXXX XXXX, is born deaf and asking me to communicate by phone is something that is very unlikely. I get no discount or reduce fee for the landline that I have to use to operate my cap-tel machine, which I use to talk on the phone. The odds of the other person on the other end being able to understand how to talk to me is 50 %. OK, last thing I want to express is I am falling downward and with no bottom there is because it all started with my XXXX provider in XXXX. I had to have CATARACT XXXX. So XXXX XXXX XXXX need {$1700.00} to start and {$300.00} each time at hospital. XXXX so {$600.00} more. {$2300.00}! All this was dug up with personal loans. Now, its every month get a loan. IT '' S GOING TO KILL ME. thank you for listening and hopefully someone will care about this deaf man ....
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| 09/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On XX/XX/23 I received a letter from Loancare LLC that my mortgage loan was transferring to XXXX XXXX on XX/XX/23. On XX/XX/23 I called Loancare and asked if I could make payment for XXXX in the amount of {$1000.00} and the phone rep said yes. I made a billpay from my XXXX XXXX checking to Loancare for {$1000.00}. The payment never posted on the Loancare website and my Loan was transferred to XXXX on XX/XX/23. As I write this today on XX/XX/23 my XXXX payment of {$1000.00} has not been applied to new XXXX website and XXXX website says I owe XXXX payment of {$1000.00}.
XXXX XXXX XXXX XXXX pay has verified that I made the payment of {$1000.00} to Loancare. Loancare sent me email saying they paid {$1000.00} to XXXX on XX/XX/23. XXXX says they have not received payment from Loancare to my new XXXX account.
I have spent countless hours gathering proof that I have made this payment correctly. Stealing {$1000.00} is a felony and if this payment is not applied I will be receive fees and my great credit rating will be destroyed.
I have proof from XXXX XXXX that I made my XXXX payment to Loancare XXXX.
Please help me. I have never missed a loan payment.
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| 08/24/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I submitted a previous complaint against my loan servicing company Loan care for unfair loan modification practices. I was approved for the partial claim loan modification combo. I as a result of this loan modification program I was told that my new monthly payment would be XXXX. I was mislead by this company when I was told to sign the loan modification that would grant me the partial claim loan modification combo. When I called in to pay my mortgage I was told that my monthly loan amount changed from XXXX to XXXX. When I questioned what loan modification I was granted I was also told that I was granted the partial claim loan combo on various occasions when I Called in to speak to a Loan modification officer to address and get an understanding for such dramatic increase in new Loan amount. I never discussed with anyone in this company about wanting a standard loan modification. I was mailed a letter telling me that I was approved for the partial claim loan modification and that was what I understood I was getting when I signed the loan modification agreement. I would like to be considered for the partial claim loan modification I was approved for!!!
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| 04/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/2019, I paid off a home mortgage. The company servicing the mortgage, LoanCare LLC acquired by XXXX, immediately closed out access to the escrow account which denied information needed by me to audit the account. XXXX failed to provide a 2019 IRS Form 1098. Although I've made repeated attempts by written correspondence telephone and internet to access the account, XXXX has only responded by automated means denying that the account ever existed. My records indicate that about {$500.00} of excessive escrow funds remained in the account.
For the past five months, XXXX has failed to respond to my requests by written correspondence, telephone calls, and website postings to resolve this issue. A complaint made by me to the XXXX XXXX XXXX regarding XXXX failings only resulted in an ineffective form letter from XXXX sent to the XXXX.
In my opinion, XXXX is a debt collection agency posing as a mortgage servicing company for the purpose being involved in cash flow. Their customer service is virtually non-existent. The company 's disregard for providing financial info needed to resolve issues and failure to provide an IRS Form 1098 verges on fraud.
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| 08/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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1. the loan was paid off on XX/XX/XXXX 2. after not having the mortgage discharged with the Registry of Deeds ( the payoff amount included the " recording fee '' ) and not having mailed it to me either, I called LoanCare customer support on XX/XX/XXXX. They told me the discharged will be processed and the turnaround time is until XX/XX/XXXX.
3. On XX/XX/XXXX, after not seeing the mortgage either discharged with the Registry of Deeds or mailed to me, I e-mailed the customer support. The automated response assigned the inquiry as follows : " Release Loan Satisfaction Inquiry ( Ticket # XXXX ) '' 4. as of today, XX/XX/XXXX, I haven't heard back from them.
5. In Massachusetts, XXXX. Chapter XXXX, Section 55 requires the lender to discharge the mortgage within 45 days of receipt of full payment of the loan. Failure to comply within the 45-day time-frame subjects the lender to penalties in an amount equal to the greater of {$2500.00} or the actual damages sustained by the mortgagor as the result of the failure, together with reasonable attorneys fees and costs 6. as of today, XX/XX/XXXX, LoanCare is already in violation of M.G.L. Chapter 183, Section 55
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| 08/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) When the old account " XXXX '' transferred to the new account " XXXX '' the principle payments were not applied. This resulted in my balance being reset. The payment amount also changed. This is an interest only loan associated with my main mortgage. I financed my down payment through a mortgage program offered during my transaction. This is also reflected in my closing documents. I now have a billing statement that went from $ XXXX to {$1300.00}. They're also charging escrow and principle on this loan which is not allowed.
I have contacted this company multiple times, but no one has corrected this issue. I want to get this resolved. I have never been late on any payment and shouldn't have to chase the bank down to rectify this error.
The larger loan seems to be correct, but I would like to see how the payments were applied just to verify that the principle balance is being reduced.
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| 01/31/2023 |
Yes |
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- Trouble during payment process
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Web |
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In my previous complaint, XXXX, I experienced issues with our escrow account, which still appears to be incorrect.
I scheduled payments to the mortgage company, in order to catch up. However, we are still being XXXX by XXXX 's independent contractors- which appears to be evidence of fraudulent activity. There are unauthorized individuals posting notices to our door, while I am at work.
Today, XXXX XX/XX/2023, we were home and the Loancare XXXX Representative ( a woman ) walked up to our door, DID NOT KNOCK, and just posted this notice on our door.
Here is the link to the video : XXXX XXXX XXXXXXXX Again - calling the number on the form, does resolve the problem. When calling the number on the letter ( which is posted with scotch tape this time, to my front door ), there is no response from XXXX Loancare.
When I spoke with XXXX XXXX, Senior Client Liaison with XXXX Loancare, she indicated that this process would be reviewed and corrected. It has not.
Finally, the escrow account is still wrong. According to Loancare, we have a shortage of {$650.00}, which is not possible since there was a {$7700.00} credit on our account from DC Government.
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| 06/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX Re : INCORRECT ANNUAL ESCROW DISCLOSURE STATEMENT for borrower paid mortgage insurance, XXXX XXXX XXXX, CA ; Account ***** ; Loan number ******. PMI INSURANCE WAS DELETED FROM MY LOAN effective XX/XX/XXXX.
Dear Annual Escrow Statement Person, I went through considerable time and effort to remove the PMI, including hiring an appraiser on my own dime. As a result of that effort, I received the enclosed letter date XX/XX/XXXX cancelling my PMI Insurance based on investor guidelines. See EXH 1 - Letter cancelling PMI. My home is worth twice as much as I owe.
Imagine if you were me and the disappointment you would feel if you found LoanCares Annual Statement showed disbursements to PMI Insurance when you had cancelled the PMI. See LoanCares Annual Disclosure Statement, dated XX/XX/XXXX.
I would appreciate if LoanCare would remove those PMI charges ( and any other inappropriate charges ) and send me an Amended Annual Disclosure Statement reflect the appropriate charges. I need to know how much I really owe LoanCare so I can make appropriate payments ASAP.
This overreaching must not continue.
Best Regards, ******, XXXX XX/XX/XXXX Cc : file
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| 04/20/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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A delinquent mortgage belonging to my estranged husband was added to my credit report on XX/XX/XXXX by Loan Care ( XXXX ). I am not nor have ever been a Co-Borrower or Co-Signer on this account. He has had this loan since XX/XX/XXXX. Now that he is delinquent Loan Care has reported this account illegally to my credit report. My score has dropped 70 points. I called to discuss on XX/XX/XXXX when I discovered this error and was told the first time that this was not their error and that I had to dispute with the credit bureaus myself. I called again on XX/XX/XXXX and was told that I was not in their system as being on the loan and to submit an email to customer service. I submitted an email on XX/XX/XXXX along with 2 Credit Reports showing the negative account on my credit reports where I was listed as a joint mortgage holder. I received a generic response with a ticket number. I called on XX/XX/XXXX and was told that because I was not on the loan as a co-signer or co-borrower they could not discuss with me. If no one from Loan Care will speak with me or acknowledge that there is an error how do I get this delinquent mortgage off of my credit report?
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| 01/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I filed complaint number XXXX with the CFPB against LoanCare. LoanCare failed to provide any details with regard to the proposed loan modification in its letter dated XX/XX/XXXX. I needed to understand the terms of the loan modification before acceptance. LoanCare delayed its response to my CFPB complaint and did not respond to my complaint until XX/XX/XXXX. After receiving LoanCare 's letter of response on XX/XX/XXXX, I signed the Trial Payment Agreement form and sent this information by XXXX on XX/XX/XXXX. LoanCare received my letter on XX/XX/XXXX ( XXXX tracking number XXXX ). In the interim, I made a trial payment in the amount of {$1500.00} on XX/XX/XXXX by XXXX. On XX/XX/XXXX at XXXX XXXX, I called LoanCare and spoke with XXXX ( ID XXXX ) who said that my loan modification was denied in XX/XX/XXXX because I took too long the respond. However, I did not receive a letter of response to my CFPB complaint until XX/XX/XXXX. I was in a car accident on XX/XX/XXXX and sent medical documentation to LoanCare in the same XXXX envelope as the signed Trial Payment Agreement. It was received on XX/XX/XXXX ( XXXX tracking number XXXX ).
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| 05/15/2018 |
Yes |
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- Trouble during payment process
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Web |
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Company- loancare issue- failure to cancel PMI On XX/XX/2018 I paid my mortgage down to below 78 % for which requires the services to cancel my PMI. I contact them in writing twice and phone twice. The first phone call they stated they would cancel PMI asap in accordance with the law. As of a month later it has yet to be cancelled and on XX/XX/XXXX I contacted them again and they stated they have not canceled it since they must look into the loan to make sure everything is up to date which it is. I contacted them again in writing stating I would submit a formal complaint for failure to act in a timely matter and propagation of false information over the phone. They have still not gotten back with me nor sent me any documents for removal of PMI, or even asked for proof of no secondary liens on the property.
I have never missed a payment, have a credit score of over 800, and they are have subsequently failed to follow the laws of PMI cancelation. Terrible company. One would only expect to have issues with a company when they are late or delinquent on payments but to perform illegally against customers who are up to date on payments is ridiculous.
|
| 10/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/2019, we asked to apply credit from over paid amounts in the past to our current due payment. The agent at Loancare said they would apply the credit. We paid {$1300.00} and they were to apply a credit of {$140.00}. They never applied the credit and we paid our amount due on time, because the credit was never applied they said our payment was late and now shows on our credit report as a late payment. This is incorrect and an error on Loancare. The phone call was recorded when we asked for the credit to be applied. We have filed multiple times for this to reviewed and is always denied. We have been trying to call since May and have been unable to speak with anyone about the issue or get it resolved. We were able to speak with a manager recently and they also agreed they were in the wrong and listened to the whole phone call. The manager stated when making a decision they dont review phone calls. We are now unable to speak with this manager again as when we are able to get through they state they can not transfer calls to other agents. The phone call needs to be reviewed as Loancare need to remove this late payment from our credit report.
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| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I bought a new home in LA and Loancare was my original mortgage servicer in XX/XX/2019. After making one monthly payment in XX/XX/2019, I received a letter stating that Loancare was transferring my mortgage to XXXX XXXX, so I started paying XXXX XXXX from XX/XX/2019 onwards. However, I missed the part where the loan transfer date was XXXX, not XXXX. I immediately paid Loancare for the XXXX payment when I realized my mistake and showed them proof that I had paid XXXX XXXX by mistake. Loancare refused my request to remove the " late payment '' mark on my credit reports even though I paid XXXX XXXX on-time for the XXXX payment ( by mistake ). This was an honest mistake but I am unable to convince Loancare that I made the payment to the wrong servicer. They just assumed that I was negligent with the late payment, which is not true. They were only my mortgage servicer for 2 months, yet their insistence on leaving the " late payment '' record on my credit reports is causing a huge impact on my credit scores. Please help me reason with Loancare that this was an innocent mistake and they should consider removing the " late payment '' record. Thank you.
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| 11/29/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
Older American |
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I have been attempting to pay my mortgage since XX/XX/XXXX. My loan is with Loancare/XXXX XXXX XXXX After being unable to log into their website for over a week, I finally googled, and learned thru other avenues that there had been a cyber security attack with Loancare. I was never notified of this by the lender, I learned it via XXXX. I have been daily trying to log in to make the payment, and the website is still down. I have called Loancare, and there is only a recording that says " agents do not have access to your account right now ''. There is no option to make the payment. If I had been notified timely by the mortgage company, I could have mailed the payment in time. At this point. I will be unable to make my XXXX payment, as tomorrow is XX/XX/XXXX, and there is still no update on the cyber hack. I do not want to be reported negatively as being 30 days behind, as this is not something I could have prevented. I feel the company was negligent in not calling or emailing mortgagors. I'm also concerned that there is a class action lawsuit against them from XXXX of XXXX, and that they are not taking the necessary precautions to prevent this.
|
| 03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
|
Have tried many times in many different ways to speak with someone, at XXXX who is servicing my home loan. The communication involves an impound account that was supposed to have been set up for my homeowners insurance. My insurance company also tried unsuccessfully. My rate was based on setting up the impound account. In addition, I waited until the last minute, XX/XX/XXXX to send in my XXXX payment using my banks bill payor, with the idea I could talk with someone before sending in my payment. The only communication I received was a late payment notice and a late fee of XXXX XX/XX/XXXX, the last date to be received without penalty was XXXX XXXX. They received payment on the XXXX. I am asking that the late fee be waived and also request information how I can communicate with this loan servicing company. I have called a minimum of XXXX times, written several requests using there online forms, left phone messages, and even called their parent company who did not help. I really do not know what else to do. The only phone number given to customers so far has only taken me into circles. My home insurance, credit rating and penalties are involved.
|
| 11/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/2019, Loan Care cashed my mortgage payment check. This was posted to my bank account on XX/XX/2019.
On XX/XX/2019, Loan cashed my mortgage payment check. This was posted to my bank account on XX/XX/2019.
Loan Care lied that they had not received any payments for 2 months so they charged me late fees and reported 2 months delinquency no payments to credit bureaus.
On XX/XX/2019, I sent Loan Care a letter to let them know that 2 payment checks had been processed by Loan Care. Those 2 payments were still within the grace period ( which was between the XXXX to the XXXX of each month ). I requested that Loan Care credit all the late fees and correct the negative reports that they already reported to those two credit bureaus or else I would like to hear from loan care within 30 days before I file a compliant against Loan Care. However, I have not heard any responses from Loan Care.
I truly need your help to investigate this matter because Loan care did not honor their 15 days grace period, lied, and charged late fees to borrower. As a result, this negatively impacted my credit score. Thank you in advance for your time and attention.
|
| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Had my loan transferred from XXXX to LoanCare.
During the first payment cycle, I sent a physical check and remit slip that came from LoanCare, to their payment center. Check was sent on XX/XX/2019. XXXX XXXX shows received on XX/XX/2019 and cashed XX/XX/2019. LoanCare " can't find '' the payment and has been investigating for 4 weeks now with no resolution.
Each week I have been calling to check in and the answer is the same thing each time : " we're working towards a resolution and I'd recommend giving it another week. '' I have tried to work out how to make my other payments while this one is investigated and each time I explain the issue with my escrow evaluation changing payment amounts between XXXX and XXXX, the reps mention that their system won't process the payments correctly until XXXX is paid.
I don't feel like I should have to hold a company 's hand to this extent when I am trying to make my payments as normal.
Starting on XX/XX/2019 : I started receiving pre-foreclosure letters because of missed payments. I am at a loss of words over this since I am doing everything I can to resolve the situation and get the payments made.
|
| 03/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On XXXX XXXX, I contacted my mortgage companys customer service department to let them know that I received my XXXX XXXX property taxes in the mail and to ask if they had been paid. I found out through that call that they had paid only one of the four Parcels my home sits on. She asked me to scan the bills and email to them which I did XXXX XXXX. I was told to wait about a week and to call them back to check the payment status. I have called several times since then with no resolution, every time speaking to a different person. I actually spoke with a manager the last time I called and she promised to get back with me Friday XXXX that would have been the Friday before last. ) Everyone I have spoke with says someone will call me back. I have not received one call. At this point my XXXX XXXX taxes are late, which reflects poorly on my credit. I have been told by them that I can pay the property taxes myself if I am worried. Why should I do this when I have paid this money up front and it is sitting in my escrow? This mortgage was refinanced last year, but they have all the information. All 4 tax bills have always been paid from escrow in past.
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| 03/02/2022 |
Yes |
|
- Trouble during payment process
|
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Web |
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My loan servicing company is Loancare and I have been reaching out to the company since XXXX of last year to request that my account be put on bi-weekly payments. I want the option to pay my mortgage in two payments. I received an email on XX/XX/XXXX stating that they do allow it and all I have to is submit a request in writing. So I sent an email back requesting it ( XX/XX/XXXX ) and no response. I sent another request on XX/XX/XXXX and again I was told that it could be done and that I would need to send back a request. I sent another request XX/XX/XXXX and they responded that I would have to send a separate request. That request was sent and here we are in XXXX and I still don't have the option to pay biweekly. Ive contacted the Customer Service number and a young lady told me that the company doesn't allow biweekly payments. That was on XX/XX/XXXX. I then hung up and emailed the company again requesting to be put on a biweekly scheduled and here we are XX/XX/XXXX and they have yet to respond to me. I don't like that this company is keeping me from being able to save on interest and make an extra payment a year by doing biweekly payments.
|
| 07/21/2022 |
Yes |
|
- Struggling to pay mortgage
|
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Web |
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I have had some financial issues from XXXX. I was on a forbearance that ended on XX/XX/2022. On XX/XX/2022 I received a email that I was approved for a forbearance but on the phone the agents say that is wrong. ( Email attached ) In XXXX I applied for my state 's HAF help. Since then the state has requested the information from my mortgage company 's loan servicer multiple times. I have called loancare probably 30 times over the past months. They are not responding to the state. Loancare 's internal HAF processing department has done nothing. I call and call and the customer service reps email them asking for an update. Nothing. They escalate it ( Whatever that means ). Nothing. No response. Meanwhile I get threatening phone calls and letters. They are the ones we are waiting on. They need to verify the information the state requested of them so this can be processed.
They have been notified MANY times that I applied for the HAF ( Phone calls and email ). I get no where with them. Meanwhile they started reporting negatively on my credit report, which I believe is illegal when I am working with HAF and on a forbearance per the email XXXX.
|
| 10/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My mortgage was sold to Loancare in XX/XX/2020. On XX/XX/2020 I made a onetime payment and set up auto payments to come out the first of every month through the my bank. In XXXX I noticed that No payment had come out on the first. After more checking it had not come out for XXXX either. I had an email saying thanks for setting up auto payments. I contacted Loancare to find out what was going on. After a couple of days I finally got an answer. They said auto pay had been set up but it takes 30 day to go into effect. This meant that my XXXX payment did not come out on the first which put me in default and they wont pull payments from auto pay if your in default. Thus they didnt take out XXXX payment. On XX/XX/XXXX, i made a re was no one time payment of {$3300.00} to get everything straightened out. They said there was no number for the credit department but I could file a dispute.I filled a dispute with Loancare. On XX/XX/XXXX they sent me a letter saying the previously reported information was correct.
Ive had no lates on my mortgage for like 7years. Im trying to refinance and get a better interest rate but this has messed with my credit.
|
| 02/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
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Web |
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|
I have been working with Loancare regarding loss mitigation options to save my home. I have submitted all requested documents in a timely manner. On XX/XX/2020 I was informed by a representative named XXXX that my application was deemed complete and was now in active review with underwriting pending a decision. I requested that my sale date currently scheduled for XX/XX/2020 be postponed due to this active review and I was told the sale will not be postponed and will only be postponed if I am approved for any options. This is causing more stress to me as now I am sitting on pins and needles awaiting a decision which they informed me would be by XX/XX/2020. That only gives me 3 days to prepare in the event I am denied for any options. I believe this is a form of dual tracking which violates my Homeowner Bill of Rights. Loancare has never reached out to me nor offered me any assistance before they started the foreclosure process, I have had to initiate contact to find out my options. Additionally, I have no single point of contact assigned to my file nor have I ever been provided of any information regarding a point of contact with Loancare.
|
| 01/27/2024 |
Yes |
|
- Trouble during payment process
- Payment process
|
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Web |
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For over six months I have had my account set up for auto pay and I am actually ahead on payments. On XX/XX/26 I attempted to update my banking information ( new bank which I had previously had set up with LoanCare ) and received a error message when entering the routing number. I called customer service and was told they can't/wo n't set up auto pay due to a bankruptcy XXXX years ago. I told the rep for more then six months I have had auto pay set up. Rep tells me she doesn't see this and I must have used bill pay. I again assure her I had previously set up successfully auto pay on their company 's web site. After getting nowhere I reached out to a XXXX XXXX in Loancare 's Office of the President for help ( XXXX who had reluctantly helped with previously issues. Each time I call I get voice mail and leave a message which is never returned. It is as if Loancare wants the customer to miss a payment by now forcing the customer to either call every month or mail in a payment. And to be lied to and told I never had auto pay set up with Loancare even though for more then six months I did is a shock. Company is extremely difficult to work with.
|
| 09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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This is now my 3rd complaint filed against LoanCare.
As I have not received a response to my formal complaint thru the State of Michigan Dept. of Financial & Insurance Services for attempting to game the CARES ACT Forbearance provisions, and time is of the essence, I am forced to file this complaint. That & this complaint have to do with LoanCare arbitrarily changing the beginning & end dates of my now two periods of forbearance. As they have to failed to respond to that complaint in a timely manner & I expect them to continue their previous behavior I have been advised to formally state at this time my continued right to an additional term of forbearance on my two mortgage loans ( XXXX XXXX & XXXX XXXX ) due to a XXXX related hardship. The current term Im in correctly ends on XXXX & the new additional term will commence on XXXX XXXX. Essentially this same message has been conveyed to your President, Mr. XXXX XXXX. However, I have no idea if he will act in a timely manner to protect my rights. Therefore I have no other recourse other than to lodge this complaint against them & formally state my right to an additional term of forbearance.
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| 05/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Payment was made to previous loan servicer by mistake. A payment of {$1600.00} was electronically made to Loancare and should have been made to XXXX XXXX The loan servicing was transferred to XXXX on XX/XX/XXXX . The payment was sent from XXXX ( XXXX XXXX XXXX XXXX of Maryland ) Loan # XXXX . Amount {$1600.00} 1. I realized I made a mistake a called Loancare on XX/XX/XXXX 2. Emailed Documentation of mistake XX/XX/XXXX 3. Called to inquire on status XX/XX/XXXX -Told me that someone would call from cash office by Wednesday - NO CALL 4. Called XX/XX/XXXX ( 59 minu tes on phone e ) r epresentative spent time researched documentation and making sure cash office had information and details. 5. C alled XX/XX/XXXX explained problem and ( XXXX XXXX ) told me that she would call me back that day - NO CALL 6. Called XX/XX/XXXX told that that I was very upset because no one would check on the status of this issue. Representative said she we have the cash office call me. then hung up! This is a lot of money to me I am concerned that may not have enough money to pay my mortgage this month.
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| 08/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I refinanced my mortgage with XXXX XXXX XXXX and they transferred my new loan to LoanCare LLC. As I am accustomed to paying my mortgage ( previously with XXXX XXXX ) online within the grace period ( up to the XXXX of any month ) usually around the XXXX, I make a one-time bank transfer each month and never was charged any fee to do so. Today I find out that LoanCare will charge me a variable fee for this monthly ACH transfer and the fee is based on when I make my payment EVEN within the grace period. Fees are XXXX-XXXX day of the month, no fee ; XXXX-XXXX of the month {$7.00} and the XXXX-XXXX of the month it 's {$10.00}! I find this egregious, unfair and punitive, it 's punishing me for making my own decision on when to pay them and I should be able to pay up to the last day of the grace period if I choose without paying a tiered fee, or any fee for that matter for a simple ACH bank transfer. I do n't know if other loan services do this but I have never seen this before and have refinanced a few times in the last 6 years and no services made me pay these fees. Hope you can help me as I am stuck with this company unless I refinance again.
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| 10/06/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
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Hello. Thank you very much for responding to my concerns regarding XXXX/LoanCare. I wired a payment of XXXX to XXXXLoanCare on XX/XX/XXXX to cover my XXXX and XXXX payments since my checks were not processed in a timely manner by XXXXLoancare as mentioned in my first complaint. I received confirmation via email today, XX/XX/XXXX, that the wire payment was received. The automated system informed me that my next payment is due on XX/XX/XXXX.
However, I have the following requests : -Since I made the wire payment on XX/XX/XXXX, I request that XXXX/Loancare do not process the checks that XXXXLoancare have not XXXX. I placed a stop payment on two checks that they have yet to cash. One check is dated XX/XX/2023, and the second one is dated XX/XX/2023. See attachments for check info on checks that have yet to be cashed.
-I contacted XXXX via email today and requested that the two checks mentioned above and attached not be processed. In XXXX 's email response, they told me they could not stop the processing of the check -Because I am informing them of the stop payment on the checks, I should not be charged a fee if the checks are processed.
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| 05/30/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Loancare is my mortgage company. They put in a COVID 19 partial claim on my behalf to help me come current. Its reflected with the VA as being sent to them in XXXX of XXXX. They never told me the partial claim was denied. It was denied because it was signed wrong. They never tried to get my claim resigned. In the meantime I made payments started like they said should be done on the partial claim. I made payments from XXXX of XXXX till XXXX or XXXX of XXXX and was informed that I couldnt make a payment, and not to attempt to make a payment bc my mortgage was in another partial claim. This went on until I think XXXX. Signed papers again for a partial claim modification, which I got duped into a 6.75 % interest rate with {$2200.00} payment a month, thats up from 2.75 % interest and {$1700.00} dollar payment. They never once tried to fix the partial claim that would have helped me and now act like they dont want to fix it to reflect the back amount owed that the VA will cover which is {$24000.00} and some change. I just want this company to come clean and do whats right. I couldnt help but default on the loan to begin with because of covid.
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| 02/08/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I refinanced my loan in XX/XX/XXXX. There is an overpayment on my property taxes. Previous lender on numerous occasions has confirmed they received the overpayment back and had processed the check for reimbursement. I have been following up for weeks on this and as recently as of Saturday XX/XX/XXXX and Monday XX/XX/XXXX i was told a refund check was being overnighted to me. As of today Wed XX/XX/XXXX XXXX ID XXXX is telling me there is no way for anyone to tell this information and this can take upto another 30 Days. I have been on the phone with LoanCare for 1 hour as i am writing this compliant. I asked multiple times to be transferred and was told no one is available. both the county and LoanCare have confirmed multiple times that Loan Care is in receipt of the overpayment of the property taxes. This process is going on 2 months now. I was told as of XX/XX/XXXX the check was being processed and would be overnighted to me to receive on Wednesday XXXX. Now the current team member is telling me there is no way they can promise that would be done. I want this taken care of and the only recourse i feel like i have is to file a compliant.
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| 04/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I want to thank you for helping me before. Now LoanCare has blocked me from accessing my mortgage account and will not help me. I am sure it is because I reported them. I have tried for over a week to contact them to get a mortgage statement. Today after speaking with 7 persons I was told I am unable to access my account due to the " agreement '' we now have for my loan modification. They all say something different. AND I found an email saying I was approved for the forbearance on XX/XX/XXXX of last year- they have repeatedly tried to tell me I was behind in my mortgage on XX/XX/2020. I have that email.
I have received information from the Colorado Housing Assistance Program that will help me with 2 months of mortgage and they have requested a mortgage statement. LoanCare will not help me. Also since I am unable to access my account I can not print my 1098 to do my taxes. When I call them I get transferred 2-4 times all getting different answers. I am surprised there is not a class action lawsuit at this point from customers like myself. I can not afford to sue a giant company. They are just awful. I am truly trying to fix my problem!
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| 07/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have a current mortgage loan with XXXX XXXX XXXX, loan is serviced by Loancare for a Co-op in NY. I am currently in contract for the sale of my co-op & also in a purchase contract for the purchase of a new home. Currently both files are cleared to close except for we are waiting on Loancare ( my current lender on co-op ) to produce the collateral documents needed for closing. The purchase of my new home is contingent on the sale of my co-op. I have been at Loancare 's mercy going on two months now awaiting either the closing documents needed to move forward with the sale of my co-op or for them to concede to not having the documents & provide me with an affidavit stating the documents are lost, in order for my Co-op to reissue the original collateral documents. My buyers ( for my co-op ) have already extended their rate with their bank twice ( having paid fees to do so ) & my seller for my home is threatening to pull out of deal since I have been unable to close. Between these two deals there is over {>= $1,000,000} at risk & I have no place to turn other than threaten to sue them if these deals are lost. I don't know what else to do.
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| 07/18/2023 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage servicer is loancare. I am formally making a complaint as they have been consistently mis-applying my mortgage payments. My mortgage was paid by HAF ( Housing Assistance Fund ) from XXXX XXXX XXXX Each month my payments were applied more than 30 days late. In XX/XX/XXXX HAF sent them a lump sum amounting to XXXX. They returned the lump sum and did not apply XXXXXXXX XXXX payment, then reported me to the credit bureau for being late. I called them over 30 times to explain to them that the payment should be applied to the principal balance.
As of XX/XX/XXXX, I resumed my mortgage payments as HAF 's last payment was in XXXX. They have applied both XXXX and XXXX in an unapplied balance account. When XXXX payment is made, they will have 3 payments in this account without being properly applied. Their system shows that I am 78 days past due making me unable to make payments online. I was told 3 different dates for this matter to be resolved. Today when I called, the Representative is now quoting a much later date. The Rep. did mention that my account shows current with the credit bureaus and they would not report me thankfully.
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| 12/07/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
Servicemember |
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my taxes and insurance is escrowed. company changed the escrow requirements way more than was required and did not properly notify me on more than one occasion. My payment has been ach through my bill pay for XXXX. They changed the amount due and I was not properly notified and when my payment was sent in like it always does, on one instance they returned the payment, another instance they blocked the payment from the bank and the other time they collected the payment and had it sitting in suspense and did not apply it to my account. So instead of calling or emailing or sending a letter saying the payment amount received was incorrect and applied but is still short they just blocked it or collected it and put it in suspense which is basically " limbo '' and made it seem like I neglected in paying my mortgage and subsequently charged me late fees and reported the 3 late or missed payments to my credit which the 3 instances now are costing me a refinance that I am now trying to get done but cant because i have 3 negative hits and no matter how I pay my balances down to XXXX for everything else it still wont get my credit worthiness up.
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| 05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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i pay my mortgage with " myloancare '' online through their website, it has been almost 7 days now where i can not access the website. i have tried from numerous devices to access the website and every time i receive the prompt " the site can not be reached. '' i have tried to pay through the phone by using their automated system. the system told me my payment was processed, yet no evidence of a payment confirmation has shown. every time i make a payment i receive an email confirmation that a payment has been made. i have not received one yet. usually within a few hours, it shows that the mortgage bill is processing in my bank account which has not happened yet either.
i feel like it is extremely difficult to pay my mortgage which i personally am more than willing and able to pay, the payment systems they offer dont seem to be working and it is becoming increasingly worrisome that if my payment is not made on time that i will receive repercussions for something that is not my fault. the company has not seemed to communicate anything reguarding this issue. upon checking online there are other consumers who are facing the same issue.
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| 01/30/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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The servicing of my loan was transferred from XXXX XXXX XXXX who has been servicing my loan under contractual agreement with XXXX XXXX XXXX to loancare LLC on behalf of XXXX XXXX XXXX XXXX effective XX/XX/2019. My original mortgage documentation reflects that I will not be charged any pre-payment penalty. The notice of servicing transfer that I got from XXXX XXXX also says that the transfer of the servicing of my mortgage loan will not change anything else about my loan.
This new loan servicing company is now trying to charge me a pre-payment penalty. I never signed any documentation reflecting that I had a pre-payment penalty. I have made numerous telephonic attempts to resolve this issue with Loancare. Each person I speak with insists that this is a legitimate fee. I have been on hold for hours each time I call. I do not appreciate them adding erroneous charges to my mortgage. This is in the least unacceptable and at most illegal.
Please address this issue as soon as possible as I am sure I am not the only customer that is being abused in this way.
Thank you in advance for your assistance in these matters of mutual concern.
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| 01/03/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage was transferred from XXXX XXXX XXXX to Loancare. I was laid off from my job on XX/XX/2022, I called into Loancare for mortgage assistance. I followed all instructions and provided the needed documents. Every time I called in for status I was constantly being told to provide the same documents over and over again. I was then told to provide certain items for a loan modification. I did not apply for a loan modification. I simply wanted a forbearance to assist me being that I am now unemployed. They have not communicated anything as to the smear steps just keep asking for the same information. My lender should be able to assist with all the programs they claim to have to help homeowners, instead they take their time to process the application. One representative told me that it can take as long as a refinance! This is absolutely ridiculous! I was able to pay mortgage for XXXX and for XXXX, but if I am asking for help, why are they not providing it? The regular forbearance was a lot easier. Why is an unemployment forbearance any different, these processes should be made a priority to avoid a homeowner going into foreclosure.
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| 10/10/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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This complaint was submitted to CFPB previously and your reps locate dit within the system but it has not been processed for unknown reasons so I am trying to get something done online. My mortgage company has incorrectly determined my escrow payment amount and I have been overpaying this entire year of XXXX, that is why there is currently a surplus of over XXXX in my account, and will be more than that by the time they do another analysis in XXXX XXXX the company claims I had a shortage when the analysis was done but no shortage ever existed other than ones that had already been paid in XXXX and they made me pay them again, there was actually a surplus in the escrow account the exact same month they claimed a XXXX shortage existed and I have sent letters and ph calls to the company and they have refused to correct the payment. I am concerned they will do the same thing again next year and the surplus I will lose will be even larger than it was last year. I can not prove but believe the company is doing it on purpose to rip people off and get free interest on the funds they are forcing consumers to pay that they do not actually owe.
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| 12/11/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I closed on my VA mortgage with XXXX XXXX on XX/XX/XXXX. The loan was initially serviced by XXXX XXXX, XXXX. My first payment was due on XX/XX/XXXX. We made our XX/XX/XXXX and XX/XX/XXXX payments on time. In XX/XX/XXXX, we received notice that our loan was being transferred to XXXX XXXX XXXX, and to begin making payments to them beginning with our XX/XX/XXXX payment, which we made on time along with our XX/XX/XXXX payment. During this process, we found out the Loancare did not send advice to XXXX XXXX that our XX/XX/XXXX payment was made, which we were able to quickly correct However, even though our mortgage was transferred to XXXX XXXX on XX/XX/XXXX, final payoff was not sent back to Loancare until XX/XX/XXXX. Loancare, therefore, marked us with a missed mortgage payment for XX/XX/XXXX, which caused our credit scores to drop and my wife was declined for a loan as a result. This is doubly upsetting because we not only made our payment to the correct mortgage company, but were supposed to be protected by RESPA, as the " missed '' payment was within the 60 window of transfer. I spoke to multiple reps at Loancare, who refused to help.
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| 05/07/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I recently applied for a loan and when my credit report was run ; the loan agent told me that my score had dropped significantly. When we researched the report we find a derogatory report from my old mortgage company that held the loan for my last house. It was stated by the company that I had made a late payment ; the supposed late payment was issued on XXXX of 2014. The problem with this claim is that I had sold the house on XXXX XXXX of 2014 ; obviously there report of this late payment is impossible. I have contacted the company via email and phone ; I supplied them with the report and highlighted the discrepancy. The have done nothing to correct the issue and now they wont reply to my email or phone calls. They give me excuses like they do n't have the loan on file anymore, even though the its been less than a year. Its being investigated by there people but I am not allowed to speak to them. I spoke to a supervisor at one point and she hung up on me, another time I was put on hold and intentionally hung up on.
I reported this issue with Experian and they have put in a dispute, advocating on my behalf with the company as well.
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| 07/06/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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We applied for forbearance XXXX of XXXX and it was approved for the dates of XX/XX/XXXX through XX/XX/XXXX. We sold our home on XX/XX/XXXX and received a paid in full letter from LoanCare XX/XX/XXXX. When we had our credit report run on XX/XX/XXXX to purchase a new home, Loancare was reporting our mortgage as being in forbearance but current with no late payments. When a new credit report was pulled on XX/XX/XXXX, LoanCare was still reporting our mortgage in forbearance BUT also as 60 days late as of XX/XX/XXXX AFTER we had already sold our home and it was paid in full. By reporting our mortgage as 60 days late it hurt our credit. We were also led to believe that if we were current on our loan going into forbearance we would be current coming out of it. We just sold our home before it was over which they said would not be a problem as long as the loan was paid in full which it was. We have contacted LoanCare to find a solution and were asked to file a dispute, which we have done. But as our closing date draws near and we are trying to get an update when they are unable or unwilling to help and can only enter new notes to our file.
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| 01/27/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My Mortgage was transfered/sold to LoanCare ( XXXX ) sometime between XX/XX/XXXX and XX/XX/XXXX ; hard to tell due to this company 's false and illegitimate business practice! They stated my escrow account was short for beginning year XX/XX/XXXX, and increased my monthly amount for escrow. I contacted them ( XXXX ) because my required monthly escrow amount increased ; they explained that my home insurance increased. I already knew this, but wanted to speak with this company for first time after reading online reviews. In addition to my home insurance increase ; LoanCare added another immoral fee themselves. So I called to ask for explanation ; why the difference in paperwork regarding my escrow account, I was disconnected after asking to be put on hold. This is my first experience with LoanCare ; as my loan was recently sold to them. After reading the online reviews at this link " https : XXXX '' ; I ask that this company be exposed immediately! These people are playing with homeowners homes ; ultimately, their lives! Is this what the government has allowed our country to become ; it 's hard working citizens being legally robbed.
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| 12/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The company that I am speaking about is XXXX XXXX XXXX XXXX also known as Loancare the issue that Im having is they charge me every time I make a payment up to {$12.00} extra the only way for you not to get charged is to mail your payment in and have it in by the XXXX of every month. Everybody has a grace period to the XXXX of every month. Ive never had this trouble in the 13 years Ive had this home Ive always paid by phone or online at no charge every month this is costing me {$12.00} I cant make the payment by the first because of the way I get paid and I use the Grace period And Im never Late I find this totally unfair if you pay by the XXXX youre charged {$10.00} if it goes past the XXXX they charge {$12.00} even if you call it in by the XXXX or the XXXX you have to mail it in and they have to receive it by the XXXX in order for you not to be charged this is not fair at all please advise they are taking my money every month. They took over my mortgage from XXXX and I dont like when they switch mortgages without my permission they do it that they notify me but I refuse to pay the extra {$12.00} a month please advise
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| 04/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This loan company has giving me the run around about helping me with Modification from the beginning, I got divorced and the court assigned the home to me, I got behind on payments because my exhusband refused to help me in good terms, I had totake him to court to obtain help and that took months and i was told by the loan company apply for modification, I have send 3 applications and they keep denying it, every time they give me a different reason, just today again they told me because of a modification back on 2011, if that is the reason why they didn't see that at the beginning when I fist applied, I am not on the Loan but I am the person paying and living in the property, I did explained my situation that when I first got behind a payment my ex husband didn't want to speak to them about any kind of assistance, he told me that he didn't want nothing to do with the house and I was on my own, he refused to speak to them, The loan company told me that he was the only one that can request help, my foreclosure is suspended now because of the Corona Virus but after this passes I still need the help, can you please help, thank you
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| 08/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LoanCare, LLC is a mortgage lender who makes loans secured by real estate in New York, including the law requiring it to pay borrowers a minimum of 2% interest on money put in impound escrow accounts. LoanCare appears not to do so, and the complaint claim that the company has violated New York's Unfair Business Practices Act and breached its contracts.1) I kept asking Loancare to remove me from having an escrow account and wanted to pay the property taxes and insurance myself. They refused to comply with my request, stating it was mandated. When asked to show where this is specified, no one provided specifics and my follow-up requests were ignored.My account history shows the following:XX/XX/18 $XXXX Interest on Escrow applied and then deductedXX/XX/18 $XXXX interest on escrow, but it's not applied.I called Loancare stating that the escrow was not paid and asked they correct it and apply interest on escrow towards the principal. Specifically, to NOT place it in escrow, as I was continuously trying to get Loancare to remove me from having an escrow account, so that I can pay the taxes and insurance myself. They did not comply.
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX LOANCARE services my mortgage.
1. ). I have an escrow account with LOANCARE from which my insurance and real estate taxes are paid.
2. ) Issue which I have repeatedly since XX/XX/2022 through XX/XX/XXXX have tried to remedy through phone calls, uploaded actual property tax bill and letters, have failed to CORRECT THE REAL ESTATE TAX AMOUNT FOR THE SECOND INSTALLMENT OF MY TAXES WHICH IS {$1400.00} and NOT the {$4800.00} which they have listed!
3. ) LoanCares XXXX XXXX XXXX refuses to finish a requested updated escrow analysis that would refund me the several XXXX dollars extra in my escrow account. She also has stated inaccurate information about the XXXX XXXX XXXX XXXX who handles my property taxes and assured me that my actual tax bill was correct. XXXX XXXX insists are keeping the amount Im paying into escrow each month at the same amount. Although she did refund me {$3200.00} from my escrow the account has an overage that is beyond reason.
In conclusion, LOANCARE should correct my online portal information regarding my actual amount of my second installment of taxes and if possible, do an updated escrow analysis
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| 10/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX, we sold a property and my title company wired the loan payoff funds in the amount of {$200000.00} to my mortgage company on that very day. The loan was not credited until 20 days later, on XX/XX/XXXX by XXXX XXXX XXXX. As a result, my mortgage company is currently reporting my loan as delinquent for the month of XX/XX/XXXX, even though it was paid in full. I have disputed this with my mortgage company and they are blaming their bank, XXXX XXXX for the delay in processing. I have spoken with my Title Company and they provided me with the proof of wire and transaction that shows the money was wired to my lender on XX/XX/XXXX. They also confirmed with their bank, XXXX, that the funds were wired. XXXX XXXX refuses to run a trace on the funds in order for us to determine why there was a 20 day delay in processing the payoff. In the meantime, my credit has been ruined because of the 30-day late currently being reported by my lender. I am a XXXX XXXX XXXX and having a blemish on my credit report because of another agency 's negligence is very unfair and can prevent me from being able to secure funding in the future.
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| 02/03/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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My home is being sold with a closing date of XXXX/XXXX/2017. I was sent a letter dated XXXX/XXXX/2017 saying my home loan was being transferred from XXXX Mortgage to Loancare a service link company effective XXXX/XXXX/2017.
The closing title company called the new mortgage company about 7 days before closing to inform them that they would need a payoff statement from them on XXXX/XXXX/2017. This has not happened. I have contacted Loancare multiple times and been told that it may take XXXX10 business days before they are able to provide this, I have confirmed with them that interest is compounded daily and therefore this XXXX10 day delay will be costing me money because they are not able to give me a payoff statement.
I have spoken with several individuals, several supervisors, and XXXX manager who do n't seem to care that my home closing is on XXXX/XXXX/2017 and simply say that it is bad timing, every time someone says they will call me back I do not get a call. There MUST be a way to create a loan payoff statement so that I am not charged beyond the date that I am willing to payoff my loan, if there is not IT IS THEFT!
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| 09/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I was impacted by COVID 19 and took the forbearance option with my mortgage provider ( Loancare ) in the middle of XX/XX/2020. At that time my loan was 2 months behind, I brought the loan current on XX/XX/2020.
I attempted to bring the loan current in XXXX but Loancare took 5 months to process my escrow analysis showing my payment {$600.00} higher than it should have been. This was not corrected in their system until XX/XX/XXXX.
From XXXX until today Loancare continues to report my loan as 60+ days late to all 3 credit bureaus.
On XX/XX/XXXX I requested the first credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct.
On XX/XX/XXXX I requested the second credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct.
On XX/XX/XXXX I requested the 3rd credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct. In speaking to the is was told that because the loan was delinquent going into the forbearance period it would continue to report as " late '' until it was removed from forbearance.
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| 02/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In early XX/XX/XXXX I received the wrong XXXX form that has incorrect XX/XX/XXXX interest payments and incorrect XX/XX/XXXX tax payments. I promptly contacted Loancare to inform them that information was wrong and my personal information may have possibly be sent to the wrong person. Since my loan information and personal identifiable info was possibly sent to wrong person, I was requesting for them to reisue my XXXX so someone else doesnt file my taxes. I contacted Loancare XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and they continue to tell me that it will be updated online however it has not been. Please help me in resolving this issue. When I call them I usually have to request a return phone call because of their phone lines being backed up. They will also not allow me to speak to anyone in leadership or their tax center that actually makes the changes. Im concerned that my identity has been stolen from Loancare mistakes and it will create serious challenges for me when I file my taxes. If I can simply get the correct XXXX, I can file immediately. Thanks for your assistance with this personal matter.
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| 11/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My mortgage, Loancare, disbursed money out of my escrow account to pay taxes that were supposed to be paid at closing or before closing. They paid XXXX XXXX Treasury Department {$1100.00} in XX/XX/XXXX for XXXX taxes, which I was not responsible for. I closed on my house XX/XX/XXXX. The closing documents clearly states the property taxes were prorated for 5 months and were not due until XX/XX/XXXX in the amount {$450.00}. I have been in communication with XXXX from XX/XX/XXXX XXXX XXXX, XXXX from XXXX XXXX Treasury Department, XXXX from XXXX XXXX XXXX, and XXXX from Loancare. No on is admitting their mistake.
This started whenI received an invoice from Loancare stating I needed to pay them {$480.00} by XX/XX/XXXX or they were going to increase my mortgage payment by {$40.00}, to replenish my escrow account.
I have been dealing with this for well over a month and no one is admitting their mistake, meanwhile, I've have to make two payments of {$40.00}, to Loancare for the " insufficient '' escrow account.
I would like someone to contact my as soon as possible so we can get this resolved and I can get my money back.
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| 11/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For the third year in a row, my mortgage company, Loancare, is trying to forceplace me into an unnecessary insurance policy. ( see attached letter from loancare ) They have been sued in the past for illegally forceplacing unsuspecting consumers into unnecessary, high cost insurance plans and then taking kickbacks in return. ( see attached documentation on lawsuit ) My homeowner 's association sent them a copy of the updated master insurance policy ( see attached ) which is more than sufficient coverage for a 2 bedroom condo.
I also faxed them copies of this on XX/XX/2020 ( see attached ) and mailed them copies ( see attached proof that they received the documents on XX/XX/2020 ) and uploaded the information to their website on XX/XX/2020.
Still, I have yet to receive a response from them. It seems they do this every year and I'm not sure how they are still allowed to operate this way. ( As an aside, I did not choose Loancare to handle my mortgage. Based on the terrible reviews I have seen all over the internet, I would never choose such a company-my loan was, to my horror, sold to them after I purchased my condo. )
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| 03/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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This is a 2nd complaint because I just read the letter Loancare responded. The information was incorrect regarding the property taxes. The Loancare made a double payment as stated in the previous email and compliant due to an error by the company. We just purchased the home XX/XX/2021. The previous owners were in arrears in their property taxes, NOT US, the county applied the wrong amount to the wrong account. We did not find out about it until we got the taxes in XX/XX/2021. I've called and explained this to the company. I've tried to resolve this issue with the county. I've tried to resolve it with the closing attorney. The mortgage company received all but {$800.00} that I'm still trying to recover from the previous homeowner and closing attorney. They made an analysis on the mortgage prior to receiving the refund of {$5100.00} from the county. My mortgage should not have ever been {$3400.00} it was made in error. My XXXX mortgage should not be {$3400.00}. I am seeking for help and we are not getting it. The information is based off of inaccurate information. I am pleading for help. This issue should not be closed.
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| 05/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made a mistake with my XXXX XXXX taxes for XXXX , and the county allo wed me to fix the mistake. Upon the mistake being corrected, the county i ssued a check for the amount of {$830.00} for over-payment of taxes from escrow. This check was dated XXXX and cashed on XXXX with the check number XXXX . The check was mailed to Loan Care at XXXX XXXX XXXX XXXX . XXXX , XXXX XXXX in XXXX , Fl. I have contacted Loan Care multiple times to have either a refund distributed to myself, the county , or my mortgage holder. Everytime I contact them, they attempt to locate an account which does not seem to exist. I am not in their system. My wife is not in their system. My address is not in their system. How can a check be deposited into an account without being allocated to the appropriate party? How is there not a record of deposits on XXXX that can be looked at in order to locate how the check was allocated within their system? I have been told a manager will contact me back. This did not happen. I have been told to collect more information from the county . This has not aided.
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| 04/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
Servicemember |
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There was a preforeclosure on my home XX/XX/2014. The loan was subsequently sold to another lender and the original lender was paid off and the account was closed. I agree that the loan foreclosure proceedings started but did not complete and that that it should reflect in the history. However in the current status the loan shows as foreclosure. This is incorrect and should be reported as closed or transferred not Foreclosure as indicated on the report. I have submit documentation to both credit reporting agency XXXX and the lender and both seem to believe that Foreclosure is the correct status.
While the loan transfer shows correctly with XXXX and XXXX, the mortgage company and XXXX refuse to either correct or delete the tradeline for inaccuracies. XXXX currently shows this as a foreclosure not a transferred loan. The notes are correct the current status of this Loan with LoanCare is transferred not foreclosure LoanCare refuses to update their or resubmit the appropriate code that shows transfer even though they acknowledge no Foreclosure occurred. LoanCare refuses to correct the report to show transfer closed.
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| 01/17/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX .
XXXX XXXX, CA XXXX.
Tel : XXXX Email : XXXXXXXXXXXX XXXX/XXXX/XXXX XXXX XXXX, Loan Care, XXXX XXXX, XXXX XXXX, VA XXXX XXXX : CFPB Case Number : XXXX Further to my letter XXXX/XXXX/XXXX for the above captioned. I am angry to learn that you continue to mess up my account in sending out erroneous information.
You should have noticed that there were XXXX letters sent to the addressee from the same office, XXXX dated XXXX/XXXX/XXXX, indicated that the monthly payment was 30 days past due ( Exhibit XXXX ), while the other XXXX from the same office of the same date, indicated that monthly payment date was two months pass due ( Exhibit XXXX ). Your letters failed to indicate which monthly payment was 30 or 60 days past due. Apparently, the left hand does n't know what the right hand was doing. You had been informed of the mess-up at least XXXX times, previously by letters, and all were informed via the courtesy of CFPB, yet your office did not improve a bit towards the servicing of your customer. It is evident that there is serious break-down within your office communication ... ... ..
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| 10/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Loancare LLC took over servicing our mortgage for the XX/XX/2019 from XXXX. We have made all payments on time without a problem. The problems have occurred when I make addition principal payments. The problem is when I make the payment, Loancare applies it to two regular payments and the rest to the principal instead of applying it to the principal. I have called the two times I that they did this. I am told that it will take 5 days to process and correct the situation. The new payment is always {$15.00} hire and I do not get 100 % of the additional principal payment on my account.
Today I called the company, the agent I spoke to again took my payment over the phone, the original payment was XXXX and I was charged XXXX for my XX/XX/XXXX payment. When I asked why the agent told me she did not know. I asked to speak to a supervisor so I can find out. I was told that the do not forward calls to supervisors they would call me back within hour. That was at XXXX XXXX it now XXXX and no call has been received.
The two incidents occurred on checks written : XXXX XXXX and XXXX XXXX.
Additional information available.
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| 06/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I pay my mortgage to LoanCare , LLC. Originally, the loan was paid to XXXX. I started paying at least an extra payment since XX/XX/2018. The mortgage company has applied the extra payment as " payment in advance, '' which is to the advantage of the mortgage company. I have to call several times a month for the mortgage property to correct the situation. I have mentioned to them have a " XX/XX/XXXX. '' A computerized " XX/XX/XXXX '' is a computerized check to make certain that a customer is up to date on their mortgage, and additional payments go to " principal '' only. The mortgage company and the customer would not have to talk on the phone to correct the situation.
The mortgage company website does not inform the customer the date that they receive the payment. On the other hand, the mortgage company has a column entitled as " applied date. '' Normally, the " applied date '' is different than the payment date. Based on what i have seen, It takes many days subsequent to the payment date to correct the entry. Having the customer 's payment date, the customer can calculate that the interest/principal portion.
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| 09/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On or about XX/XX/2018 I had missed my most recent local home tax bill. I planned on paying it and knew it would be late ( one other time this happened and I paid late plus penalties ) Then I get a letter end of XXXX stating LoanCare paid the taxes and someone would be in touch with me. That never happened. I received a letter mid month stating my mortgage would go up {$1600.00}. almost double what I pay and have ever paid on any house I have owned. To date I have phoned over 15 times ( hold, put in a call back appointment-no call back, written emailed etc ) I have tried calling as of today 5 times the phone answering system is not working keeps pushing me out or not recognizing the numbers you push to move forward ( push 2 for this put your ssn in etc ). I CAN NOT afford {$1600.00} added to my payment and NOR should I have to. have sent notification I will pay the amount they paid on my behalf and I want my house payment back to the {$2100.00} ( or less if they can and I know they do lower ) for XX/XX/XXXX payment. There was ZERO notice and ZERO replies back to resolve this. Please help me with this complaint
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| 12/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
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LoanCare XXXX was my mortgage servicer. Both my wife and I were laid off in XXXX and XX/XX/2023. We asked Loancare for Forbearance. After a battle with the front line team the department manager XXXX XXXX agreed and suppressed the credit reporting. The agreement was that at the end of the 3 months the interest and principle payments the were part of forbearance would be deferred to the end of the loan and escrow would be added to my payments spread over 4 years.
Toward the end of that period I received notice that my loan was going to be transferred to XXXX XXXX. I communicated with XXXX XXXX and he assured me that the deferment would be completed before the loan was transferred so that my account would be current and not on forbearance with XXXX. They lied.
Now XXXX shows me as XXXX+ months overdue! This risks my credit and financial stability. All of this happened over the course of dozens of emails, phone calls and messages to LoanCare executives through XXXX.
These are deceptive trade practices and flagrant falsifications of information and failures to perform the basic tasks promised and agreed to.
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| 11/17/2020 |
Yes |
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- Trouble during payment process
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Web |
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This is a follow up on complaint # XXXX. Loan care sent me a letter mentioning that they reached out a insurance company called XXXX which has not have my policy FOR OVER 3 YEARS and ignored my multiple documentation sent from SECURITY FIRST which is my ACTUAL insurance policy for the house AND that includes FLOOD INSURANCE. I also reached out to XXXX XXXX and they faxed the required documentation on XX/XX/XXXX AND XX/XX/XXXX and the issue still without a solution and Loancare still charging me a {$3000.00} flood insurance.
Lastly, on their letter they sent me a customer care number with an extension number that doesn't exist ( extension XXXX ) and the number goes directly to a voice mail.
These are deceptive and illegal practices where this organization ignores the proof of insurance and charges home owners ridiculous amounts for a policy that was never needed.
Because this deceptive and illegal practice, my monthly payment moved from {$2300.00} per month to {$3100.00} this upcoming XXXX which will be impossible for me to pay.
Please investigate and DO SOMETHING!
Kind Regards XXXX XXXX Loan # XXXX
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| 03/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American, Servicemember |
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My concern is that I am supposed to be in a repayment plan. And XX/XX/XXXX is supposed to be the last payment of {$720.00}. This amount is the same from XX/XX/XXXX thru XX/XX/XXXX. In XXXX, I asked a representative " after I make these payments will this bring me back to current! And the representative said yes. He was a man. The representative said your payments will go back to {$480.00}. The new mortgage servicer ( Loancare , LLC XXXX XXXX. XXXX XXXX XXXX, PA XXXX. Telephone number is XXXX ) is asking for {$480.00}, and I am not finished with the repayment plan which is due on XX/XX/XXXX. XXXX XXXX # is XXXX I will just say, for several years this has been my main concern ( mortgage ). I moved form XXXX XXXX to XXXX XXXX XXXX Mortgage Servicing, a division of XXXX XXXX to Loancare , LLC. I tried to contact XXXX Mortgage Servicing, at the number that I always use and the new servicer picks up the phone. On another occasion I called the number that I received in the mail on Saturday XX/XX/XXXX. And they said that they could not see any thing yet to call back on Wednesday or next week. New servicer is XXXX.
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| 11/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX two mortgages were transferred/sold ( via company to company ) to Loancare Servicing. As of XXXX the payments amounts have changed 5 times. In XX/XX/XXXX I requested a breakdown to include monies transferred by previous mortgage company. This was received XX/XX/XXXX. Subsequent calls have not resulted in clear explanations regarding increased mortgage amounts. Because I am not confident in the accounting of Loancare on XX/XX/XXXX I requested the cancellation of the escrow acct stating that I would pay insurance and taxes directly. I was told by Loancare that a response would be provided in 5 days. I contacted Loancare two weeks later, was told that the response would take 30 days. I called XXXX was told that there was no decision. I called XXXX was told that the escrow cancellation request was denied due to property being 2 - 4 unit property. I responded by asking why did it take 6 weeks to deny if this is the policy? I would was told that I could re-submit asking for the decision to be reviewed. Bottom line is I do not have confidence in Loancare 's accounting or trust the information I receive.
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| 10/03/2019 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home loan was sold to Loancare LLC in XXXX of 2019. My outstanding balance from my previous mortgage company was {$240000.00}. When it transferred to Loancare and after the account had been settled with my previous mortgage servicing company, Loancare has my outstanding balance at {$240000.00}. I have created a help ticket in XXXX with no resolution and I have followed up at least twice a week with no sign of resolution. I have requested supervisor/manager call backs and the call back percentage from my experience is approx 20 %. When a manager has called me back there is no resolution and little desire to correct or research the issue. This company needs to be corrected ASAP before other consumers are affected. I have not personally made a mortgage payment beyond what my previous mortgage servicing company have settled as I do not trust Loancare LLC. I have requested credit suppression and a call back from a manager which also has not happened. At this point I am considering refinancing yet again to do business with a reputable and trustworthy company that will own my mortgage for the life of the loan.
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| 12/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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We have 2 loans w/ Loan CarXXXX XXXX. We were in a Forbearance plan for both, however we continued to make regular payments during the forbearance period.
Loan Care misapplied or didnt properly credit our payments to the loans.
Because were afraid of losing one home, & being forced to take a 40 year loan on another, that we only owe {$27000.00} on, were forced to find loans in order to borrow to payoff the loans.
Loan Care wrote us saying we were in default on one, even though we followed their Modification terms properly & they are forcing us to refi for a unreasonable amount of time, 40 years on the other.
We have asked for payoff letter verbally, multiple times & went to myloancare.com & requested a payoff. It took us over several weeks, after multiple requests to finally get one & the interest charged on the payoff letter is drastically Overstated.
Theyre trying to charge us interest for a Full Year, instead of a month/fraction of a month.
This interest Overcharge is added to our payoff statement & we believe that our Principal is overstated, because our payments were not applied Properly.
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| 05/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage account was with XXXX. It got transferred to Loancare because XXXX filed for bankruptcy. With XXXX, I had enrolled for direct withdrawal of monthly mortgage from my bank account.
Loancare sent a letter detailing the new account number. The letter also had payment vouchers asking me to make the next mortgage payment along with the payment vouchers. I assumed my bank details are not transferred from XXXX to Loancare and hence they are asking me to send payment along with the voucher.
After the above payment was made and credited to my mortgage account, Loancare sent me another letter saying that my morgage payment will be withdrawn from my bank. Apparently my bank details were transferred from XXXX to Loancare. I have tried calling Loancare customer service couple of times. After waiting for an hour on line, I gave up both the times. In the meantime, my bank account was debited for 2nd payment this month. I have sent them email ( including to C level executives ) requesting that refund of the 2nd payment because I need it to pay my other bills for the month. There is absolutely no response.
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| 02/01/2023 |
Yes |
|
- Trouble during payment process
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Web |
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My husband XXXX have several issues with The Loancare XXXX XXXX since they took over the loan. They have sent all credit bureau of reports of being late for 30 days due to the fact they were not processing our payments correctly. I had to repeatedly contact them because they were pulling funds from an non-existing account that my husband and I had never even heard of. We had two separate accounts they could pull the payment from after I made the payments online in which I drop boxes for two accounts. This company has also had extra fees on the account totaling over {$270.00} extra. The customer service representatives act like they dont know what Im talking about. I went to look for reviews about this company due to the fact our loan was sold to them from XXXX XXXX and elven with these reviews the complaints are the same as ours. I think they are gouging us with fees and this just ridiculous. We never had problems with the previous loan company and all our payments were on time. We need assistance on how to deal with this company. please help. We are now in the of 3 payments because of this foolishness.
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| 08/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I can not create an account to pay my mortgage I had an account, and suddenly I could not access the account I have called multiple times between XX/XX/XXXX and XX/XX/XXXX.
I was told multiple times by the company that the issue was resolved and it is not Their website will not allow me to create an account to pay my mortgage and I do not believe the company is being honest I have been told many times I would be contacted within 48 hours, and not a single time did this occur, I have had to take the initiative to call back every single time I have been told trouble tickets have been submitted, only later to be told by another Representative there is not trouble ticket I have all of these conversations recorded and dated I am attaching the error I always receive after going through the process of creating an account Also, a lower priority, but their website has many issues.
For example. and you can look at XXXX XXXX XXXXXXXX, you have to perform the captcha 4 to 10 times for it to work correctly This website prevents people from getting information on their loans and paying them by not working correctly
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| 11/04/2015 |
Yes |
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- Loan modification,collection,foreclosure
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|
Web |
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I was off work for several months due to a medical issue causing all of my bills to be past due including my mortgage. When i called to make a payment to attempt to reduce the delinquency they refused to take a payment unless i scheduled 2 payments since i was past due. I scheduled the 2 payments in XX/XX/XXXX letting my utilities go which lead to them being turned off. i need to make the full payment on the utility to get the service back on leading to additional missed mortgage payments. I submitted a payment in XX/XX/XXXX and again in XX/XX/XXXX via XXXX. They rejected and returned my XX/XX/XXXX payment have have refused to accept my payment. I need to move my missed payments to the back of the loan and i have submitted a financial statement to them hoping they will work with me. I am back to work and can make payments going forward- but I can not make up the past due amount. I can also schedule monthly or bi-weekly payments if they will work with me -I just can not submit the amount they are asking that is past due. I do n't want to lose my home and need help working out a repayment plan with them.
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage company ( LoanCare , LLC ) has not paid my county taxes through my escrow account for the year XXXX. They always handle this and I was not aware it wasn't paid until I received a delinquent tax notice with accrued interest and late penalty. As of today XX/XX/XXXX they still have not paid the county taxes. I reached out to the mortgage company on XX/XX/XXXX as soon as I received the tax notice. I was able to get someone on the phone and I was informed to send them a message with a picture of the tax notice. She assured me that it would be handled if I did this. I immediately followed through and sent " LoanCare , LLC '' the message with the tax notice. Since then I have tried, on many occasions, to contact customer service, but no matter what I do I am not able to get anyone on the phone. I also sent them another message on XX/XX/XXXX and informed them that I would seek further action if nothing was done. The principal balance due is {$1000.00}. The late penalty is {$100.00} and the accrued interest is {$38.00}. I am not sure what else to do at this point other than hire an attorney. Thanks
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| 11/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
|
Our loan was sold by XXXX to XXXXLoan Care after being with them over a year. Our mortgage payment is going up considerably because our property taxes went up, so there is a shortage in our escrow account after being sold. We would like to handle our own escrow account so our monthly mortgage payment does not go up so much that is becomes unaffordable. The issue is that by law the mortgage company is allowed to collect more than they need in order to have a reserve, which impacts our monthly mortgage payment. By managing our own escrow account we can just continue to pay enough to cover the taxes and homeowners insurance. The other issue is that we can never get through to anyone that can make a decisiion in the Escalation Department and Customer Service will not give us a direct number. My wife has been calling and sitting on hold for hours and than will get conflicting information on their policy. It seems like they just want to run out the clock since we either have to give them a lump sum by our XXXX 2016 payment or pay the new monthly payment which is {$300.00} more than we we have been paying.
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| 11/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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My loan was originally with XXXX XXXX when I started my foreberance back in XXXX of XXXX. I was in foreberance for 5 months and then started my payments again. I submitted all the paperwork requested at that time and was informed that the loan modification takes about 30-45 days. I have continued to make all my paymemts to date and have called weekly for updates. XXXX never completed the process that year and then moved my loan to Myloancare as of XX/XX/XXXX. I continued to call weekly for updates and was reassured everything was fine that they are back logged due to XXXX. They pulled my title in XXXX and that was as far as they got. Kept getting the run around as I called weekly. Some of their associates couldn't believe what I was going thru and escelated my file several times. Now we are in XXXX of XXXX and they are requesting all new paperwork because the original is out dated. Also I just teceived a formal letter of intent to foreclose. I have filled out a whole new packet and sent everything again to do my part. I have never heard of any company taking over a year to process a loan till now.
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| 02/02/2021 |
Yes |
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Web |
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I submitted a payoff statement for a second mortgage that was attached to my home XX/XX/2020. Upon receipt of the funds, the mortgage company informed me they would be releasing the lien associated with that second mortgage ( see payoff statement.eml ).
My new mortgage company scheduled a title signing date ( XX/XX/2020 ) for the new mortgage based upon this information. On XX/XX/XXXX, the Title company reached out to inform the new mortgage company that the second lien had not yet been released ( see attached email Title Signing.eml ) I called multiple times in XXXX ( according to my outbound call history, XXXX, XXXX, and XX/XX/XXXX ) inquiring as to why this lien was not released, but nobody was able to identify that it was not released until the XX/XX/XXXX call. At that time a rush order was placed to get the lien released, and it was released by XXXX.
During this time, I was continuously being charged for my existing mortgage for XXXX a month. Given the dates, the mortgage extended two months beyond where it should have, as this was the only blocker from us signing with Title on XX/XX/2020.
|
| 03/19/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
XXXX XXXX sold my mortgage to XXXX. I have been paying {$50.00} to {$100.00} more on my mortgage every month for at least 3 years and maybe more than that yet it seemed as if the principal never went down. So then XXXX sold my loan to Loancare. I did n't even get one payment in and they raised my payment yet I know taxes did not go up because the value of my condo has gone down. It was one of the first payments of the year and they found a way to bilk me out of almost {$200.00} because they say there was n't enough money in escrow. Of course there is n't it was only XXXX so nothing had accrued as yet. I did not agree to make that amount of a payment when I bought this condo and if they can artibitrarily raise my payment then they can say well now you have to pay a XXXX a month more or a XXXX dollars a month more cause we say so. I know my mortgage does not provide for that.Do n't I have anything at all to say about who has my mortgage and can they just force me to do anything they say when that is not what I signed up for at all? I have never missed a payment and have paid extra almost every month.
|
| 09/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I refinanced my loan and the funds came out of rescission on the XX/XX/XXXX, the title company wired the funds to the lender on XX/XX/XXXX for the payoff but they had transferred the servicing to loan care at this time. So onXX/XX/XXXX XXXX wired the funds to Loan care. On XX/XX/XXXX I called Loan care and they could not find the wire so I called XXXX back and they again confirmed that they wired the funds to Loan care on the XX/XX/XXXX. I was told I had to get the wire confirmation from the title company to help Loan Care located my funds, which I did and they were able to " find '' them. They told me the payoff would post that night on the XX/XX/XXXX. I told them that they needed to backdate the payoff for the date that they received the wire, and not the day that they found it. They said they do not have to and wont. I asked to speak to a supervisor and he agreed that the payoff did not have to be backdated. The funds were originally received for the payoff on the XX/XX/XXXX by XXXX and sent to Loan Care on the XX/XX/XXXX. I should not have to pay interest because they couldn't find my payoff.
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| 03/03/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
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My mortgage was sold to XXXX XXXX on XX/XX/2018. I am currently in bankruptcy but am keeping the property, clearly stated in all paperwork. I have made on time payments throughout ( to my previous mortgage lender XXXX XXXX XXXX ). I was told by XXXX XXXX, because of active bankruptcy, I needed to pay by check, money order, or my banks bill pay. I made a payment through XXXX XXXX electronic bill pay ( not a check but an electronic payment i. e. A debit payment ). XXXX XXXX, by default, sent the payment to Loan Care Servicing Center, as they used to be an associate of XXXX XXXX. Someone from LoanCare accepted my payment. It has not been posted to XXXX XXXX, it has not been returned to my account and LoanCare knows nothing. Ive been told by 2 different workers that loan care works for XXXX until today I was told they do not. But because I do not have a loan with Loan Care they cant find my money. I am now late on my first payment with XXXX with no solution in sight. I have {$1800.00} floating around somewhere that no one can find. Loan Care Servicing Center is who has taken my money with no return.
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| 11/30/2023 |
Yes |
|
- Trouble during payment process
- Payment process
|
|
Web |
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I have been trying to submit a payment to my Mortgage Services for {$810.00}. The first payment I tried to submit was on XX/XX/2023, and then attempted to make another on XX/XX/2023. I was unable to login, or contact them and verify my account. The Mortgage Servicer Company is LoanCare , LLC located in XXXX XXXXXXXX, customer care number : XXXX. They event sent me an email last night stated " Your online account is up and running. Access loan information, support options, and make payments today by visiting https : //lakeviewloanservicing.myloancare.com.
As part of resuming our online services, we have made enhancements to the website. You will notice the following improvements : Updated user experience Expanded tools and features Secure statement storage Special Note : You will need to set up your preferred bank account the first time you make a payment through the enhanced website.
Reminder, if you have been unable to timely make your payment due to the system outage, no late fees or negative credit reporting will be incurred. '' I just want to make sure they honor this Reminder statement.
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| 07/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was selling my condo in XX/XX/2022. The closing statement showed that I owed {$230000.00} with a scheduled close date of XX/XX/2022. We sent {$230000.00} to cover the interest for the first week, plus another week in case of a delay in closing. The title company said this was standard, and I'd receive two checks from my mortgage company after closing : ( 1 ) the remaining escrow balance, and ( 2 ) the overpayment on interest.
The transaction closed on time. Weeks after the closing, I received one check which was a payment of {$3200.00}, representing the balance of my escrow account. I did not ever receive the overpayment of interest, and I owed no other fees and had no outstanding debts. By my estimate, I am owed roughly {$370.00}.
I have contacted the Mortgage Company, Loancare, repeatedly, asking for a breakdown and explanation. All that Loancare says is that I am not owed any additional payments ( they did subsequently send me a check for {$5.00} after I complained, stating they noticed an error -- this was not a settlement check ).
LoanCare has stopped responding to my correspondence.
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| 03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We pay XXXX for our mortgage thru an electronic transfer of funds from XXXX XXXX every month for the last XXXX years. Our last XXXX payments to XXXX are not being credited to our account. XXXX XXXX has been wonderful and sent them all the information they have asked for in order to correctly apply the funds. They have provided the account #, the confirmation #, the trace number, date of receipt, and amount of the payments.
I have spoken to a representative from XXXX XXXX times per week for the last XXXX weeks. During this time, they have repeatedly have told me someone would contact me back once the information was researched. I have never received a call back. I have summited XXXX different forms to " payment research '' with the information requested and every time when I call to check on the process I'm told there is not enough information to continue.
I have done a joint call with XXXX Bank and XXXX without any resolution.
Every time I call XXXX I spend a minimum of XXXX on hold no matter the time of the day. This last call I spent over an hour and a half on hold with out resolution.
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| 08/05/2017 |
Yes |
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- Trouble during payment process
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Web |
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PMI/MI request to end payment of PMI from my mortgage. XX/XX/XXXX is 5 years from the closing, I 've made multiple request to have it dropped but 6 weeks later they will not remove it or explain why? They call it MI ( mortgage insurance ) so i send a request to drop MI on XX/XX/XXXX with no response. Here are multiple reference # or LTK # 's that should help : Your reference/ticket number is XXXX, Reference number : XXXX, original ref # XXXX The latest problem is that they DID NOT pay my taxes in time & are delinquent w/ fees & interest. Who is responsible for there mistake? XX/XX/XXXX. Now i check my mortgage statement & it increased {$17.00} per month but my taxes dropped & no explanation of my fluctuating fixed mortgage payment.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX they are my new mortgage company as of XX/XX/XXXX this year XX/XX/XXXX, transferred from XXXX XXXX. I XXXX loancare complaints & 186 complaints on Loancare about customer service & billing. This company has done the same thing to me as they have done to many other customers. This company should be shut down for fraud!
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| 07/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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For the last several months I have talked to XXXX re their continued use of an escrow account that they set up to deal w a gap in insurance that occurred in XX/XX/XXXX/XX/XX/2021. I pay my own insurance ( I have furnished proof back in XX/XX/2021 ) and I pay my own taxes. The insurance issue was settled and I received a letter re that but they continue to deduct a monthly amount from my payment ; then tell me that my payment is " short '' and they " suspend '' my account. All because of an escrow account they set up and will not turn off. I get " robo '' calls re my " short '' payments at least four times a week. when I explain that the problem is theirs they : promise to fix or just hang up. This has been going on for four months or more. My XXXX loan # is XXXX ; the property address is : XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I am not sure how their lack of resolution for this problem has effected my credit rating etc. I have spent countless hrs on the phone talking to every level of this company to try to fix their error. Still have not got any notice of it being fixed as of today ( XX/XX/21 )
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| 11/29/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I did a 6 month forbearance and have set up a payment plan, that took weeks to do with Loancare because no one knows what they are doing and different information is provided with each call. Now I am trying to refinance my loan with another lender, to rid any affiliation with XXXX/Loancare, and they are reporting I am behind in payments though I paid {$5000.00} in XXXX and {$8700.00} in XXXX. The payment plan was supposed to be {$4600.00} ( double payments ) for 6 months. I have paid far more than required according to the payment plan but they are holding extra money paid in a " suspense account '' until the forbearance is completely caught up instead of applying to the funds directly to a payment or paying the current months payment. They are also holding our property taxes in an " escrow overdraft account '' and the property taxes are paid through our escrow and was not supposed to be held separately. I have been unable to close on the refinance because of the information Loancare is reporting to the credit bureau and because they are showing my account as delinquent and behind in payments.
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| 09/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Outstanding principal balance XXXX $ Taxable value of property : land XXXX $ home XXXX $ XX/XX/XXXX : loan company sent letter to uncorrect address instead to me ( succesor of loan ), altough I'm registerd online with address and email stating : - homeinsurance returned because reinsurance of it is not rated B+ or more - various points related coverage - I have to comply with all points within 30 days - I should contact my insurance XXXX XXXX person of wrong address mailed letter to me XX/XX/XXXX called my homeinsurace and explained matter. Homeinsurance advised me to contact loan company and ask what they require XX/XX/XXXX. XXXX called loan company and asked for advise. Stating also that outstanding loan would even cover taxed land value in case of any loss of homevalue due to fire etc. Loan company was not willing to explain anything. Asking me simply to go online and look for other insurance.
XXXX XXXX I'm unable to find insurance and do not know what to do > homeinsurance was in place since house was bought XXXX and got never rejected > insurance and morgage payments are all up to date
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| 04/27/2020 |
Yes |
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- Trouble during payment process
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Web |
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I was contacted by my loan servicing company Loancare, that I had not paid my XX/XX/XXXX mortgage payment. They were throwing me into foreclosure. My wife and I contacted them proving we had paid them. I received a confirmation email from their escalation department two days later, ( XX/XX/XXXX ) that the matter had been resolved. My wife started getting harassing calls a few days later, again from Loancare, saying we hadn't paid our XXXX payment and were 30 days late ( it's XX/XX/XXXX and again, we paid while on the phone with the first customer service rep on the XXXX, how can we be 30 days late? ). Today I contacted Loancare again and told them we had paid and everything was up to date. I had to again send proof from my bank they got the money. And today I received a letter from XXXX mortgage company who bought our loan saying we owe three mortgage payments by XX/XX/XXXX. These people are predatory and are either incompetent at bookkeeping or fraudulent in their business practices. I have disputed their credit damage to the credit reporting agencies, but have yet to see anything resolved.
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| 09/09/2017 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
Servicemember |
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XXXX XXXX also known as XXXX XXXX handled a mortgage which was discharged in Chapter XXXX in XXXX of XXXX. In XXXX of XXXX I filed a complaint ( XXXX ) with the Washington State Attorney General 's office because that information had been provided to the lender but they continued to making threatening calls to me about collections even when they had my full Bankruptcy information. On XX/XX/XXXX, I received an email from my credit monitoring service that a new credit inquiry was done and to check. I looked online and XXXX XXXX XXXX had run a hard inquiry against my XXXX. I had not heard of this organization and with the recent XXXX issues, I looked this company up. They are the same as LoanCare. I did not authorize them to pull my credit. I have not made any contact with this organization since my state complaint specifically was to check their business practices and stop contact with me which was not legal post Chapter XXXX. This company is now trying to impact my credit by running random hard inquiries against my credit which each time, is dropping my score a few numbers due to the inquiry.
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| 01/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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LOANCARE SERVICING CTR {$490000.00} <1 % paid off 1 late payment Account Info Hover over labels for more details Account number XXXX Account status Open Date opened XX/XX/2019 Account type Conventional Real Estate Loan, Including Purchase Money First Balance Loan Amount {$490000.00} {$490000.00} Payment Info Status Current, was past due 30 days Updated on XX/XX/2019 Past due amount - Original loan amount - Monthly payment {$2700.00} Late payments XX/XX/2019 You've made 96 % of your payments on time for this account.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 30 On Time 30 Days Late THE ABOVE MENTIONED MORTGAGE HAS BEEN REPORTING INCORRECT 30 DAYS LATE AND THEY ARE NOT ADMITTING, THAT THEY WERE ARE FAULT. MY INFORMATION WAS FRAUD AND INCORRECT. BY THE TIME WE FOUND OUT THE 30 DAY LATE, IT WAS TOO LATE, DAMAGED OUR CREDIT SCORES AND REPORT. WE VERIFIED THEY HAD WRONG CONTACT, MAILING, EMAIL INFORMATION. WE DID NOT RECEIVE ANY TYPE OF CONTACTS. WE FOUND ABOUT THE LATE WHEN WE WERE BUYING A CAR. WE CONTACTED THE MORTGAGE COMPANY AND STILL WE ARE BEING BLAMED FOR.
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| 04/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My servicer, Loan Care, claims they have not received my XXXX payment. I sent them a letter and also attached bank statement showing the funds leaving my account. The letter was sent XX/XX/2020 and I have yet to hear anything from them. See letter below.
XX/XX/2020 To whom it may concern, RE : Loan Number XXXX When I received my XX/XX/2020 mortgage statement the payment due did not deduct the payment that left my XXXX account on XX/XX/2020. When I called the servicer on the phone on XX/XX/2020 they said they never received that payment and that I should make a payment over the phone to avoid being reported to the credit agencies so I made a telephone payment for {$2500.00}. I would like the 3 payments that I made below all applied to my outstanding mortgage.
XX/XX/2020 for XX/XX/XXXX - {$2500.00} XX/XX/2020 telephone pmt in order to avoid credit score problems - {$2500.00} XX/XX/2020 for XX/XX/XXXX - {$2500.00} I would like the extra payment I made over the telephone to be returned to me at my address below.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Email XXXX Cell Phone XXXX
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| 09/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since our local bank sold our mortgage to LoanCare LLC, they have TWICE failed to post payments our bank guarantees LoanCare received. In the commission of those errors, they have also attempted to assess late fees. After LoanCare made the 2nd error, we sent a certified letter with attached proof of payment to LoanCare instructing LoanCare to acknowledge receipt of our letter within 5 business days, correct the error, remove any fees associated with their error, and correctly post our payment on the date it was received within 30 days of their receipt of our certified letter. The letter provided written instructions to contact us by mail for further information they might need to correct their error. We have received neither acknowledgment of their receipt of our letter nor communication requesting additional information or time necessary to correct their error. These errors are common for LoanCare and in continuing to make the same error repeatedly are in violation of the terms of our mortgage as well as in violation of Federal law under the Error Resolution Notice Act 12 C.F.R. 1024.35.
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| 02/06/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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XXXX XXXX has put a late payment on my credit from XX/XX/XXXX. I was hospitalized for that entire month and the payment had been sent via mail however they had not processed and I had no notifications. Once out of the hospital everything got cleared up however they still hit me on my credit report as a late payment, I have never had late payment with them and still have the account open. The account has been established since XXXX XXXX XXXX has put 2 lates on my credit report XX/XX/XXXX and XX/XX/XXXX. I was involved in a lawsuit and in order to accelerate and end the lawsuit I was forced to not pay the mortgage as the other party kept making me make payments for a house that was no longer mine. We had an agreement with the party that title will be moved over at his name and he would take the mortgage and refinance me out within 6 months. I had no interest on the property and the other party needed to get it off my name. It went 6 months or more and nothing was done so I had to do a lawsuit. The mortgage company was aware of this and said its ok. Now I am hit on credit due to this issue.
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| 10/31/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
Servicemember |
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I consistently made payments on time. Beginning in XXXX 2015 my payments started not to be posted to my account. In XX/XX/XXXX I started getting calls from myloancare saying my XXXX payment was not made. The phone calls were automated, without opportunity to discuss. I sent an E-Mail to customersupport@myloancare.com with evidence of the payments. I received a ticket number and automated response, but to date have not had acknowledgement of the payments made in XXXX and XXXX. There are now five payments sent with confirmation from my bank, but myloancare does not respond to my inquiries, and continues to make automated calls to me. I called on XXXX of occasions, and only once was I able to get through to a customer support representative. I provided the ticket number sent to me, and all related detail with no results. The customer support representative refused to allow me to speak with anyone that could actually help resolve the issue, and essentially said that the phone calls would continue until the issue was resolved. I asked to work with someone that could resolve, but was refused.
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| 09/08/2020 |
Yes |
|
- Trouble during payment process
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Web |
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LoanCare applied my XX/XX/2020 payment to my account and then reversed it to another persons account in XXXX and will not reverse the credit after providing proof of payment and it's been since XX/XX/2020 and still has yet to be corrected! I had received help from XXXX XXXX XXXX XXXX through Covid for 2 months of Mortgage help. LoanCare keeps " researching '' where they reversed my payment to another customer 's account and after submitting PROOF of the check and CACS, myself and LoanCare talking on the phone ( all three of us at the same time EVERY SINGLE WEEK SINCE XXXX ON MONDAYS ), they can not seem to reverse my payment and hurting my credit score for something THEY need to correct!
Also, the newest issue ... I made yet another payment XX/XX/2020 and they OVERCHARGED my account another {$20.00} without permission and is holding the {$26.00} that is suppose to go to principle in " suspense '' for NO reason and when calling to get that corrected XX/XX/2020 they said they will correct that THAT day and will see the correction within 24-48 hours and STILL have yet to see that change!
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| 10/17/2017 |
Yes |
|
- Trouble during payment process
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Web |
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Mailed full payment for XXXX XXXX. We mailed it XXXX XXXX and they called XXXX XXXX claiming never received it.
This has happened again for XXXX of XXXX, so we call to ask for assistance and unable to get customer service representative to speak to. I went online to make payment electronicly. I payed XXXX XXXX along with late charges and {$10.00} fee to pay online. I also made XXXX XXXX payment electronicly at same time but had to wait 12 hours for fist transaction to go thru. After patiently making second payment for XXXX and paying another {$10.00} fee it showed payment made as of XX/XX/XXXX. I do have a copy showing proof. Now it 's XXXX XXXX and the money never come out of out account and I depose I will be asked to pay another late fees. Please help me. I feel abused and very frustrated. I have always paid my bills ahead of time and this " Loancare '' lending service is destroying my perfect record. This is not fair, and if I can be part of a lawsuit against them please count me in. I will start a lawsuit if they do n't fix this immediately. Thank You- XXXX XXXX in Wisconsin XXXX
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| 11/15/2016 |
Yes |
|
- Loan servicing, payments, escrow account
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Web |
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In XXXX the homeowners insurance company I had with XXXX of the companies XXXX partners with raised my insurance from around {$800.00} to a little over a {$1000.00}. What I could not understand was why and none of XXXX 's agents could provide an answer. My house value had not increased at all. Later I received a bill from LoanCare where my mortgage went from {$850.00} to {$890.00}. I found out later it was due to the increase in the homeowners insurance. I now have a lower cost homeowners insurance yet my mortgage payment is almost {$900.00}. LoanCare I find has a XXXX rating and not only by me, but by several thousands of homeowners. Why? Why? Why? Would my mortgage be transferred to such an incompetent company. Not only that my mortgage has been sold three times and transferred three times as well. Is this what caused the crisis of 2008? If it is we maybe heading the same way, yet again. Something must be done and not only for me, but for others. Take action today by doing your own review and you will find LoanCare is a problem company. Thank you for your time.
Sincerely, XXXX XXXX
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| 07/18/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
Older American |
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I have been trying to close on the sale of my co-op since XXXX. My original mortgage company went bankrupt and I was turned over to another service. I needed my original stock certificates and propriety lease which took me 100 phone calls from my lawyer, myself, real estate agent and lawyer for co-op to finally get them. Sitting at the closing the UCC3 document was missing. A request was made on XX/XX/19 and a copy of the UCC3 was emailed to Loancare for signature. Everyone has called and called to obtain status of this document each day. Hours and hours on the phone, telling story over and over again, being on hold for 45 minutes at a time. Having the supervisor ask how I got them on the phone if I was transferred to him, very annoyed and kept me on hold for 45 more minutes and then hung up on me. I am trying to get this document as my buyer rate lock has expired and now she has to renew and cost money. I am losing money every day and still no results. I am desperate for some intervention and results, before this sale falls through and I lose everything. I am already paying 2 rents.
|
| 08/09/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My mortgage servicer is LoanCare, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. On XX/XX/XXXX, I received a letter from the County Tax Collector that taxes for 2016 were not paid. The county is also charging me a {$240.00} delinquency fee. I e-mailed copy of letter to Loancare, since it is their responsiblity to pay my propery taxes from my escrow funds. I have more than enough funds in my escrow account. It 's been 2 months since I sent them the delinquency letter and my concerns have been ignored by this company, even after numerous e-mails and half a dozen phone calls. The customer service reps on the phone keep telling me that they will escalate the issue to a higher level and respond within 48 hours. This is the worse mortgage service company that I have ever had to deal with. I even asked if I could take control of my own taxes and forgo escrow with them. That way I can make sure my taxes are paid and make sure this doesnt happen again. They refused saying that I would need principle to be less than 20 % of the value of the house. This company is negligent in their duty to service loans.
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| 11/29/2023 |
Yes |
|
- Trouble during payment process
- Payment process
|
|
Web |
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On XX/XX/XXXX I attempted to log into my mortgage service account to make a payment. The site was down and did not respond. I called Customer Service and they could not take a payment and could not provide any additional information. Since that time I've tried every day and the system remains down. Customer Service also can not help since they need the system to record a payment, Researching on the Internet I found that on XX/XX/XXXX XXXX XXXX XXXX suffered a security breach and ransomware attack. XXXX XXXX XXXX is the parent company of my loan servicing company LoanCare. LoanCare services the mortgages of XXXX, my mortgage company. Neither XXXX nor LoanCare has contacted me regarding the incident therefore I have no further information.
This week the company posted a message on their web site indicating that systems are down, no credit bureau reporting will be done as a result and no late fees will be charged. As of now there has been no direct communication to me.
My concern is Identity Theft and Credit Bureau reporting in spite of what the company has posted on their web site.
|
| 03/14/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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I contacted the LoanCare customer service today regarding my Escrow refund because my account has been updated to reflect the correct information. However, I have yet to receive the Escrow refund as of today 's date, XX/XX/2017 The customer service representative told me that it was mailed to my address on XX/XX/2017 and they could not send another check until the previous one has been in circulation for 30 days. I asked her for the tracking number and she indicated that there was none. I told her that this could not be since the check was of a large amount. I requested to have someone from the Escrow Department to contact me and the customer service representative told me that they did not take phone calls. This is is not good business or customer service in my opinion. Although my account is showing that it is updated I have yet to receive my Escrow refund. This is still fraudulent business. I am asking for an immediate refund of my Escrow overage. This is the first time I have ever experienced this kind of treatment from a mortgage company and I have had XXXX homes in my lifetime.
|
| 05/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I refinanced my primary residence mortgage with XXXX XXXX XXXX in the summer of XXXX. In XX/XX/XXXX, they notified me that they would be transferring the servicing of my mortgage to Loancare ( XXXX ).
The experience with the transferring of servicing has been horrendous. It is impossible to reach anyone on the phone, and when I send emails to their XXXX, I am receiving back notifications stating that no one is monitoring that email inbox.
I am not a mortgagor seeking forbearance or deferment. I have liquidity and I will continue making regularly scheduled loan payments. I am demanding better service from the loan servicer and a copy of my most recent mortgage statement so that I may refinance my home mortgage back to the prior lender whose technology and customer service are far superior.
A glaring error made by the lender and servicer is their inability to even get my social security number correctly entered in their system. The inability of XXXX XXXX XXXX or Loancare to save my SSN correctly and grant me access to view my mortgage statement is absurd and borderline criminal.
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| 03/23/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
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My HELOC loan servicing was transferred from XXXX bank to Loan Care LLC in XX/XX/XXXX 2021. For the past three weeks I have been trying to make payments online but have been unable to do so. I called 3 times, each time told I'd have online payment access within a day or two. On my 3rd call ( XX/XX/XXXX/21 ) I had no confidence it would happen so I made a payment with the representative by phone. Guess what, I logged in today, XX/XX/XXXX21, more than a week since the 3rd call to them and still have no access to make an online payment. I called twice today, XX/XX/XXXX21 ; 1st call I was not able to ever get to a live person and got disconnected, 2nd call I did get to a live person, asked to speak with a supervisor, was placed on hold and after holding for 30 minutes the system disconnected me. They are charging interest on a balance that should be lower had I been able to actually make payments. I can not continue to spend all this time on hold when I'm simply trying to fix their situation and make payments. Unethical and the worst customer service experience I have ever encountered.
|
| 11/01/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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I am currently 90 days behind on my mortgage and have been attempting to reach a Loan Care loss mitigation specialist for 30 days. Loan care put me in a repayment play that I was unable to maintain. When I attempted to call I was hung up on multiple times. I called on XXXX at XXXX pm. XXXX at XXXX, XXXX at XXXX. and XXXX at XXXX. each time I was placed on hold and disconnected. Today I submitted a 21 page fax to their loss mitigation fax line as the only two ways to send it is via mail of fax. I included my pay check stubs, lease agreement, proof of other income including child support and Notary work. I also included the expense form and complete application and letter of explanation. I tried to log into the company website today to make a payment but they have cut off my access to do so. I need help reaching a person to work this out. I have consulted with a XXXX attorney and will be filing a XXXX XXXX if they are unable to help me save my house. I reviewed the FHA modification information and I qualify for a modification but I am angry that they keep giving me wrong information.
|
| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
My mortgage was not recorded and affecting my ability to VA refinance.
I am currently in the process of doing a VA cash out refinance loan, appraisal ordered and paid, rate locked and just found out the present lender never recorder my mortgage in error. Mortgage not being recorder is hampering my ability close on this loan. I contacted ( XXXX and XXXX ) my servicer NewRez and they could not provide my with a direct contact information to my lender in order to expedite this problem and to top it off XXXX hung up on me.. My rate lock will expired in about 10 days and I need to mortgage to be recorded ASAP and cant seem to obtain the proper assistance.
I have attached a copy of my mortgage statement with all the pertinent mortgage information to hopefully assist you with expediting the recording of my mortgage.
Also About 6 months ago I attempted to do a VA refinance directly thru my NewRez servicing company. They ordered appraisal ( paid by me ) ordered title report.
Why did they not notice my mortgage was not recorded then?
I am available for you call after XXXX Central time.
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| 06/21/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have a new mortgage through a company called LoanCare ( My mortgage has been sold several times since I first got it back in XX/XX/2017 XXXX and I found out that when I make my payments online, there is a {$5.00} payment fee after the XXXX of the month and a {$10.00} payment fee after the XXXX of the month. I was under the impression that there could be no late payment fees until after the XXXX of the month on VA loans. Here 's the breakdown : Online payment XXXX of the month though the XXXX of the month- No Fee Online payment XXXX of the month though the XXXX of the month- {$5.00} Fee Online payment XXXX of the month though the XXXX of the month- {$10.00} Fee The only way to avoid these fees is to either mail in your payment, or set up and automatic withdrawal.
While they may not be calling these fees " Late Fees '' they are fees that are assessed based on the day of the month that you pay, e.g. late fee. This seems like a shady business practice and not in line with what the VA envisioned when they created the rule that there can be no late fees before the XXXX of the month.
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| 05/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage is with XXXX XXXX XXXX . They hired Loan Care t o handle the escrow money up until XXXX XXXX XXXX , then XXXX hired XXXX . Loan Care pai d a real estate tax payment and withdrew the funds out of my escrow, the City o f XXXX did not apply this money to my account. During this time XXXX noticed my RE Tax payment was late so they paid the late tax bill and withdrew the money out of my escrow account again not realizing that this is now a double payment. I have the proof from the city that the money was never applied to my account and i have proof that the money was taken from my escrow twice. I have tried to reach Loan Care and XXXX XXXX has tried to reac h Loan Care. T hey are not returning my calls and they told XXXX that the payment was made with other tax payments in XXXX check but they are not going the extra step to either give me the check info so that i can research it or call the City o f XXXX themselves to get this straightened out. they owe me {$1600.00} plus late fees paid to the City o f XXXX and interest to me.
|
| 10/16/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My loan was sold several times after the purchase of my home and was with Loan Care ( myloancare.com, XXXX ) before supposedly being transferred to XXXX XXXX XXXX XXXX, XXXX ). I make all my payments via the XXXX XXXX website and when I needed to contact the company in regards to the servicing of my loan I was unable to enter my phone number or loan number into the automated system without being told it was n't valid.
Once speaking to a rep with the company I was told that my loan is not with them or in their system because it 's with Loan Care ( a sub-servicer of XXXX ). They gave me the phone number for Loan Care and said to contact them. I contacted Loan Care and can not even get through to a representative because neither my social or my loan number is being recognized with the automated system. The system says to call back when I have a valid loan number or social and hangs up.
Why would Loan Care tell me my loan was with XXXX XXXX and how am I making my payments on XXXX website if neither company is able to recognize my information for me to discuss my loan with anyone?
|
| 03/07/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Complain # 5 against Loancare LLC once again they are adding more XXXX fees/escrow increase or basically whatever they can come up with to charge more. I have not bothered to call because in the 4 complaints prior I get nothing but XXXX XXXX excuses and lies. My mortgage payment is {$750.00} a month that's what I sighed for. After the last complaint they dropped to {$820.00} which we just paid due to frustration. For XXXX its now increased permanently to {$870.00}. For XXXX taxes I went online and paid all of my taxes IN FULL to XXXX county. Loancare refused to stop including taxes for XXXX. THIS MEANS THEY ARE SITTING ON A SURPLUS OF XXXX DOLLARS IN ESCROW THAT WAS OVERPAID. so there is absolutely NO reason why there is any deficiency or why once again our payments increase. They do this every few months they send in a new more incompetent employee to " re-analyze '' our payments. So once again I get to send in another complaint to CFPB and the Attorney Generals office. I'm just curious at what point does the Federal government step in? Any questions? see complaints 1-4. Thanks
|
| 11/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX services my mortgage loan and escrows for both homeowner 's insurance and flood insurance. XXXX failed to pay the homeowner 's insurance and stated that they never received evidence that homeowner 's was paid and therefore they were going to force place insurance on me. My insurance broker called me up and informed me that the mortgage company had not paid. I paid directly the insurance premium. I called XXXX and specifically requested that they pay the homeowner 's policy. They insisted they were going to force place unless I showed them proof of insurance, even though they had the obligation to pay the insurance premium as they were escrowing for my insurance. After raising issue to a resolution specialist, I was assured that they had evidence of insurance ( even though I paid for the insurance premium effectively twice ).
Now I just received another letter saying that there was a lapse in coverage from XXXX. XXXX was required to pay the premium ... if there was any lapse in coverage it is their responsibility. And now they are claiming that I need to pay them {$28.00}.
|
| 08/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
|
|
My original mortgage servicer, XXXX, was bought out by LoanCare. When LoanCare took over, I received a new address and loan number to send in my payments. I did that timely for each month the loan payment was due. After month one, XX/XX/XXXX, LoanCare said they did not receive my payment. I let it go thinking they needed time to find me in the system. After month two, XX/XX/XXXX, my payment was again not received, or so they said. What was really happening was my payments were not being applied to my account specifically due to their error. After speaking with them on multiple occasions, they could see the payments were made but had been pointed to the wrong account. I was told initially that they would handle the problem. The final time I called, because I received another letter ( or two, I can not remember ), that threatened fore-closure, I was told that it would be taken care of in 3 days. That was XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating that I was in Pre-Foreclosure! My loan is not in arrears and the company, LoanCare is absolutely in error with my payments!!
|
| 07/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XX/XX/2019 I wrote and mailed a check for {$290000.00} to Loancare to pay down my mortgage on my new home in XXXX XXXX. The sale of my condo in XXXX fell through so I didnt want to use that money for this. I called Loancare and was told not to worry because it wasnt a certified check and it wouldnt be cashed. But it was cashed. Fast forward. After 5 phone calls and 4 hours of being held on Hold Im still no where with these people. My requests for them to wire my money back has not happened due to them not requesting the proper documentation at the onset of my request. It has been 16 days since they cashed my check. Ive sent them photos of both the front and back as requested of the cancelled check and still no results whatsoever. Im frustrated and extremely angry as Im losing interest every day that my money is sitting in their hands. I also need that money right now.
Four hours of waiting on the phone has not a produced a real live person to get this thing resolved. Ive talked to several people earlier but nothing gets done. Dont think theyre crooks ; just inept.
HELP!!!
|
| 02/06/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My loan was held by XXXX. I requested a recasting of the mortgage in early XXXX and sent them a check for {$170000.00}. I was informed my loan was sold to LoanCare effective XX/XX/XXXX and they returned my check. I contacted LoanCare XXXX to request instructions for recasting and to whom I should send my check. After six days they did not respond. I contacted them again and was told they would email me instructions. Another week passed and I heard nothing. Finally they did respond and told me it would take 10 to 20 business days to get an answer. I had to involve my original loan company XXXX to intervene and find someone at LoanCare to assist me because I was frustrated. We have been waiting for almost two months to send LoanCare a check for {$170000.00} and I can not get anyone to respond to me. Additionally I am losing valuable interest on the money I would be saving. I finally received a letter stating I should send my money to them and they would recast my mortgage and have it effective XX/XX/XXXX. That is an unacceptable amount of time to wait to lower my monthly payments.
|
| 09/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan servicing was transferred from XXXX to XXXX XXXX. It was supposed to be effective XX/XX/2019. There is a regular payment and two additional principal payments I made to XXXX that were not reflected in the balance XXXX XXXX stated I owed. Specifically, the balance XXXX says was transferred was {$460000.00} and the balance XXXX XXXX said I owed in the first statement received from them was {$470000.00}. The balance of {$470000.00} was the principal balance of my loan with XXXX after I made the regular payment to XXXX on XX/XX/2019. I made an additional principal payment on XX/XX/2019 of {$310.00} to XXXX. I also made another regular payment to XXXX of {$2200.00} along with an additional principal payment to XXXX of {$310.00} on XX/XX/2019. The amount of {$2900.00} is essentially missing. I have sent a detailed letter to both companies and had numerous phone calls with both companies. Both companies deny any error. This entire issue appears to possibly be caused by XXXX XXXX 's records reflecting my loan was transferred to XXXX XXXX on XX/XX/2019 instead of XX/XX/2019.
|
| 04/20/2021 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I applied for a forbearance plan XXXX of 2020 under the Cares act due to the Covid-19 pandemic. In XXXX, I notified my mortgage company i was ready to resume payments. The sent me the Documents on XX/XX/XXXX, they were received back XX/XX/XXXX. I resumed making payments in XXXX, I was not allowed to make payments online so every month I had to call, and sit on hold for a least 20 minutes at a time just to make a payment. In XXXX, Loancare started reporting me as delinquent, I disputed this in XXXX and the late payments were removed. keep in mind, they still had not finalized my paperwork or forbearance. In XXXX, finally, my forbearance was processed and i was allowed to resume making payments online, no more sitting on hold. Unfortunately, they also reported me as being delinquent for 11 months, again ... I disputed it with them again, and today received a letter from them claiming that the reporting is accurate. Mine and my husband credit reports are now reflecting 11 late payments from Loancare that were covered under the Cares Act. I am asking for help to have them removed.
|
| 09/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX or XXXX, 2019, I submitted a payoff quote to Loancare, as the holder of my company. I had just sold my other home and am now trying to pay this home off within 90 days, or I must pay capital gains taxes. On XX/XX/2019, at XXXX, I received an email response from Payoffs at Loancare , acknowledging my request and advising me to allow 3 business days for my payoff quote to be processed. Within 15 days, I received a letter advising that my loan had been sold to another company, but nothing regarding my payoff quote. Since my request in late XX/XX/2019 for a payoff quote, I have had to make another payment. It is not XXXX XXXX, 2019 and I do not have a payoff quote from Loancare. However, I am over one month closer to my 90 day deadline to reinvest my money in another home, or pay capital gains taxes to the IRS.
I believe the lack of a payoff quote from Loancare was purposeful so that I would have to make another payment, and as a result, I also question the timing upon which my loan was sold to another company. Perhaps my loan was seen as no longer profitable.
|
| 10/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Recently refinanced my mortgage. First payment was due on XXXX of 2019 I was paying weekly but then was informed I could not do that so they had to re apply my funds. I was told this was taken care of numerous times and on numerous phone calls and as recent as XXXX when I got another letter stating I was past due. Ive called 3 more times since then and emailed with no response and was even put on hold for 1/2 hour then disconnected. .my payments were as follows XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$1800.00} XXXX {$370.00} XXXX {$1700.00} Total of payments = {$6900.00} Monthly mortgage is {$1700.00} So for XXXX through XXXX I owe {$6900.00}.
I have over paid by XXXX dollars and they keep telling me they are reversing the funds to correct it but I just got a notification that they reported it to my credit score. As of today my score dropped 48 points because of this. I need this fixed ASAP or I will be forced to take legal action.
The only payment not shown is the XX/XX/XXXX which is not on account yet.
|
| 06/17/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Early XX/XX/2019- A full payment was mailed to My loan care for XX/XX/2019 payment.
XXXX XXXX I called and the automated system said the payment was received.
XXXX XXXX Check still wasn't cashed XXXX XXXX Called loan services and was told the check was " reversed '' for NSF ( non-sufficient funds ) XXXX XXXX Called my bank ( XXXX ) and verified that funds were present. They were.
ALSO, XXXX told me that NO checks were presented for payment.
Called My loan Care ( loan servicer ) back.. Spoke with XXXX (? ) ID # XXXX in customer service and made a payment over the phone. Confirmation # XXXX. ( She was helpful ) Called loan servicer XX/XX/XXXX and XXXX. Automated system said loan payment was received, however it also says XXXX payment is DUE and the funds are STILL in my XXXX account.
This company has been challenging to say the least. Their web site does not recognize my account number, so I can not create an on-line account, I have been lied to, transfered from one department to another, just to be put on hold then disconnected. This not how a business should be run.
|
| 11/30/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
The mortgage company who I currently pay was recently hacked. I learned about my mortgage company being hacked through the news, and not by the mortgage company. The mortgage company has yet to inform me about the cyber hack to this day. When I tried making my payment online, I was unable to. The page is currently down. When I tried calling, I was unable to reach a customer service agent. I contacted via phone during their hours of operation. No matter what options I choose, I could not speak to a representative of the mortgage company. I cant make my mortgage payment and fear that it will impact my credit score and worse, my home can be repossessed. This is no fault of my own but of the mortgage company which is solely responsible for the cyber hack. With as much money as mortgage companies, make, they have to do the best job of keeping my information secure. This has made me very angry and I wish I could have paid my house off sooner so I dont have to deal with grimy mortgage companies like the one that has my house on XXXX XXXX which is Loancare. More like loandoesntcare.
|
| 05/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hello I did a request to the bank Loan care to removal mortgage insurance from my conventional loan because property has more than 20 % equity and up, so I sent the request XX/XX/2023 because they told me that after XXXX mid I have available to asked it but unfortunately they are not giving me any feedback or specific answer or call or email from that date, why they need to wait more than 1 month to remove a PMI that I dont need to pay anymore because my property has a lot remodeling and is value up to XXXX XXXXXXXX currently. So I owe just XXXX XXXXXXXX in the property and I have more than 20 % equity, so I dont want to keep pay month and monthly this PMI unfairly!! So why they have other friend that requested removed the PMI from them credit and they answered VERY FAST! SO WHY THEY ARE NOT DOING THE NECESSARY TO REMOVAL IT IN FAIR TIME??? So I have today 1 month since I requested it to removal and they are not giving me any answer or call, so???? Why??? I dont have payments delays.
Please can you help me to see why they are taking long time to do it?? Thank you in advance
|
| 10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
LOANCARE PERSISTS TO BILL ME FOR TAXES AND INSURANCE ON A MORTGAGE THE SERVICER CREATED AN ESCROW FOR IN ERROR I have sent numerous emails and made even more phone calls to LOANCARE A XXXX XXXX COMPANY - to have the escrow attached to my loan REMOVED.
This loan never had escrow on it. ( I put down 25 % down-payment and it was structured as a conventional loan whereby I paid only the Principal & Interest. I paid taxes and insurance myself. Last year, Loancare erroneously remitted property tax for this loan to the local tax office. I refunded completely - PAID LOANCARE IN FULL for the remitted taxes almost immediately after the servicer remitted the taxes. Nonetheless, months after making the full payment of the remitted taxes and even after numerous efforts to communicate with LOANCARE, and with them promising to make the adjustment of their error, I continue to be fraudulently be charged Taxes and Insurance and they have persistent to bill me for escrow on a mortgage that I personally and directly pay taxes and insurance to, and which should NOT have escrow attached to it.
|
| 10/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX I went online to pay my monthly mortgage payment which is just principle and interest ( no escrow/impound account ). I was in shock to find the minimum payment amount was $ 4,000.00+. I called customer service and they told me I had an escrow advance for taxes. I told him that I don't have an escrow account. I told him I need to see some sort of statement and receipt but for now I'd like to pay my monthly payment. He processed it over the phone. Then XX/XX/XXXX I went online and was concerned when I saw an escrow advance every month starting in XX/XX/XXXX. In different amounts some the same amounts but they totaled to $ 50,000.00+. At the same time I also noticed that my XX/XX/XXXX payment was not processed as my monthly principle and interest payment. Instead it was called a principle curtailment. I immediately called and told them that the payment transaction was wrong and I was told it was corrected. That following Monday XX/XX/XXXX I went online and it wasn't corrected but reversed in its entirety. They are a bunch cons trying to force me into foreclosure.
|
| 09/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have been in communication with my lender, LOANCARE regarding options to avoid foreclosure. I submitted documents to be review for loss mitigation. On Friday XX/XX/2018, I was informed that the lender had denied my application because they felt I could not afford my mortgage payment, I asked a representative if I can appeal the denial because I do in fact make more than enough to resume making my mortgage payments again. I was informed by the representative on behalf of LOANCARE that the letter was generated on Friday XX/XX/2018 and mailed to me and that due to that, the sale has been activated for tomorrow XX/XX/2018 and they intend to move forward with the sale without giving me the opportunity to appeal it. My application was denied on Friday, Monday was a holiday ( XXXX XXXX ) and today is now Tuesday, which has left me with one business day to figure out my options, how is this fair? My Homeowner Bill of Rights have been violated, I was refused the right to appeal well within the means of the denial and I was never assigned a designated point of contact with LOANCARE.
|
| 06/15/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Back in XXXX 2017 , I contacted Loan Care and made a payment of about {$3500.00}, at that time I asked if I was up to date and was told by their employee that I was yet they continue to report me late to the credit bureaus. XXXX XXXX , 2017 I made another payment of about {$3500.00} and according to their records I am up to date yet they continue to report me late for the month of XXXX . I emailed them today. Also I called the investigation department to get a copy or make an appointment to go over the audio recording from XXXX about when their employee said I was up to date but no one responded. Not only that Loan Care c ontinues to report me deceased to the credit bureaus. These errors have caused me thousands of dollars. I cant refinance because they report me late, I cant get a new car or refinance my current car because they report me late. I was denied services such as TV prior because they reported me late. I also filed a complaint a few months ago with the same complaint. What can I do? Who can I contact to file suit against them for the money I am out?
|
| 10/11/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I applied for the homeowners assistance fund. The homeowners assistance fund have submitted a 2 page document to my mortgage company, Loancare XXXX XXXX on XX/XX/XXXX. Loancare has neglected to provide this information to the homeowners assistance fund. I have made lots of attempts to call, Ive escalated this matter and still, nothing has happened. The last person I spoke to on the Escalations collection team at Loancare, by the name of XXXX at extension XXXX on XX/XX/XXXX. He promised to send the forms directly to the person who has to fill it out. He promised to call me in 2 business days. I still havent received a call. So here I am, back to calling and getting no where.
I also applied for assistance through XXXX XXXX job and family services. I was approved but due to the delay in receiving a letter and W9 from Loancare, Ive had to reapply. This process already takes a couple months. To keep having to start over is frustrating abs drawing out the negative credit bureau reporting.
Please assistance within getting the info to the HAF, as soon as possible. Thank you.
|
| 02/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I called to schedule a payment, which was done. However, I called the loan company back and advised the rep to remove the bank info and Id like to update and use another bank to make my payment. I was advised the change was made. Well, they wasnt the case. They scheduled for {$1100.00} to be taken out of two accounts. They never processed the request to remove the incorrect account. Which they acknowledged the error they caused. Which caused me to have an NSF fee. After speaking with the payment research department, I was advised if I sent in proof, I would be reimbursed the NSF fee. I was advised by two different reps this would happen, I sent in proof and when I called back to check the status, another rep had informed me that I wouldnt be reimbursed and they have no way of doing that. My concern is this company is giving false information and not doing things they are telling customers theyve done. This is unfair business practice and unacceptable. Everyone is not on the same page here. Then I was told to take it up with my bank. But you caused this issue not my bank.
|
| 12/10/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Due to the COVID-19 crisis, my employer cut my income by 25 % starting in XX/XX/2020. I placed my mortgage in forebearance as allowed on under the law. My full pay was restored in XX/XX/2020. Since that time, I have made {$11000.00} in catch up payments and currently am not in default for my XX/XX/2020 payment. Despite this fact, LoanCare, XXXX XXXX XXXX, falsely reported on XX/XX/2020 to the the credit bureaus that I am delinquent. I called on XX/XX/2020 and explained that the reporting is a mistake. I spoke with XXXX ( ID XXXX ) and she spoke with her manager, XXXX XXXX ID XXXX XXXX who stated that they are placing the report to the credit bureaus under review but that there was nothing that they could do otherwise. The review takes thirty days. The problem is that I am scheduled to close on a refinance on my home by the end of XXXX. I would be grateful if the CFPB could remove this false delinquency from my credit report. I obtained a permitted forebearance under the law and made good faith payments to catch up the mortgage and am a victim of false credit reporting.
|
| 08/17/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I reached out to loancare servicing in regards to my MIP being totaled as we reached the 78% LTV ratio in XX/XX/2019.The home appraisal, per the tax assessor is $XXXX. I submitted documentation to Loancare in XX/XX/2019,as requested. I later spoke with a representative of Loancare who confirmed that the home appraisal figure was in fact $XXXX. The representing requested that the deletion of MIP be reviewed again inXX/XX/XXXX. With that being said, we received a letter stating we still were not approved to delete the MPI, when in fact we did qualify since our percentage of the LTV is currently at 77%.I have reached out to Loancare on three separate instances, yet have been unsuccessful in deleting the MIP. This is due completely to lack of due diligence in regards to Loancare. This is my last effort to resolve this issue before seeking legal counsel.The Homeowners Protection Act states that the services should have deleted our MPI once our LTV reached 78%. Please note:The Tax Assessor sends a copy of any increases or decreases to our home appraisal each year. Thank you.
|
| 04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
A payment was made on XX/XX/21 and posted to our account. On XX/XX/21, the payment was reversed without notification nor explanation. The loan servicing was then transferred XX/XX/21. We found out about the reversal when the new servicer had a higher balance and the XXXX payment was overdue. An email was sent to Loancare, the response was to call XXXX. That number does not have an option to speak to a representative. Other numbers of XXXX and XXXX both lead to the same redundant option menu with no choice of speaking to a representative. The fax number of XXXX listed is a message center, not fax. A fax was sent to the XXXX office ( 1 of 2 with a working fax ), the response was Loancare will respond within 30 days of receipt of our letter. The reversal of payment should not have happened and the refund should have been automatic with an explanation. To spend hours trying to get our {$4200.00} back is ridiculous. Their business practices are horrendous. Some customers might not even realize they have been ripped off. Loancare should not be allowed to remain in business.
|
| 08/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX transferred my mortgage to XXXX XXXX Loan Care LLC XX/XX/XXXX. The home had been included in a Bankruptcy and not reaffirmed in XXXX. Unbeknownst to me they began placing lates on my credit which they are not to report to the bureaus as I was under Bankruptcy protection and no one can show me where I was late that month and I believe the payment had gone to XXXX who should have transferred it to loan care. I have tried to call numerous times to the company and I am told something different each time. They are saying my XX/XX/XXXX payment wasnt made till XX/XX/XXXX which is not true. XXXX was paid to XXXX and Loan care is not giving the credit for it. They also sent my XX/XX/XXXX statement to the wrong address which when I called they stated they don't even have a record of that address. I want my mortgage history fixed and them to find the payment that was sent in XX/XX/XXXX prior to the change of servicing letter that was paid to XXXX and credit my account and remove all the late payments markings on my credit report. Please find all the attached documentation.
|
| 05/19/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
I refinanced my mortgage XXXX 2015 I have just taken a look at my credit and seen where my old mortgage company has put a 30 day late on my account that was with them I have emailed and called numerous times each week for over a month now and I have gotten no where with this company but " I am turning this over to my supervisor and you should hear from him within 24 hrs '' that is the same line I hear each time I call I want this removed I 've worked hard to get my credit back in shape. this is not the first time I have had a problem with them the last time was 8 months of getting my escrow refunded and that was the same thing I heard then my supervisor will be handling this same XXXX from before.ive included screenshot of XXXX of my credit report to show the dates for loancare and XXXX who is my new mortgage company for when they took the loan over on XXXX XXXX 2015 I 've included another credit report showing where it is saying that XXXX was late there 's no way any of it was late also included the email I sent to loancare and that is the ticket number they gave me
|
| 11/27/2023 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
I have recently noticed that there have been late payments recorded on my account for the following months XX/XX/2023. I kindly request your understanding and assistance in removing the recorded late payments from my account history. I am committed to ensuring a more consistent and timely payment schedule in the future and value the positive relationship I have with LOANCARE.
LOANCARE XXXX -I am NOT late on XX/XX/2023. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or LOANCARE customer service representative.
I am aware that the company has policies in place regarding late payments, and I sincerely hope for your understanding and consideration in this matter. If there is any additional information required or a formal process to follow, please guide me through the necessary steps.
Thank you for your time and attention to this request. I appreciate your efforts in helping me maintain the accuracy of my account information.
|
| 11/11/2023 |
No |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American |
|
On XX/XX/2023 we received a letter from loan care stating that our mortgage payments was increasing by {$820.00} from {$1700.00} to {$2500.00} and also, that our escrow was {$6600.00} short. Prior to receiving this notice with this lump sum of over {$6000.00} we were not informed that our escrow had a shortage. After looking over the escrow analysis we noticed that there are mistakes and over estimations in our account, the taxes was estimated to be {$3500.00} which they were only {$2400.00} which is {$1000.00} less. We also, noticed that our escrow account minimum balance is {$1300.00} but we are being charged {$1300.00} a month which is double the amount of our current escrow of {$540.00} a month. As, we went over the account our taxes and hazard insurance went up slightly {$100.00} for taxes and {$64.00} for insurance. There is nothing that should cause our mortgage and escrow payments to have such a major increase. This is not the first time loancare as made these type of costly errors which can lead to unnecessary equity loans, refinancing and loss of property.
|
| 03/14/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In approximately the XX/XX/XXXX, I went through a divorce. I reached out to LoanCare and worked out a plan with them to get me back on track. At this point I was approximately 3 months behind on my mortgage. The issue was resolved. Ever since then, they have continued to report on my credit that I have been late approximately 32 times. All between XXXX. This is preventing me from being able to sell my home and move, as well as negatively affecting my credit. I can provide statements from my bank account showing my payments have been on time with the exception of 2-3 that were approximately 5 days late. This is something I have been told several times would be resolved on their end but has not been. According to the payment history on their portal, they did not apply many of the payments I made until MONTHS later. In some cases, the dates on their end dont even make sense. Such as XX/XX/XXXX.
Please note, when I tried to attach the statements it will not open the pop up. Probably something on my end. I would be happy to provide all of that if you send me an email.
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| 11/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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I am trying to get a modified interest rate with Loancare, a division of XXXX, and have provided all necessary information. I have paid on my mortgage and am on time and up to date. I keep getting a robocall asking me to call and that can not be answered other than to respond to the " customer service? '' toll free number. XXXX XXXX XXXX. On XX/XX/XXXX I first spoke to customer service who told me to talk with Loss mitigation. I was on the phone, mostly on hold for 38 Minutes while loss mitigation tried to figure out why they called me. It was stated that I am current and no issues exist with my account so why do I get what I call harassing robo calls on XX/XX/XXXX and XX/XX/XXXX telling me to call them now.??
This is a illegal action and harassment over NO issues with my account. I continue to contact XXXX XXXX by mail but she will not offer the common courtesy of talking to me and continues to offer excuses and no support. I have contacted XXXX XXXX CEO and XXXX XXXX COO and they have not had the decency to respond or try to help me. XXXX XXXX Veteran home owner
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| 11/19/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In the month of XXXX when i check my stament was showing that half of my payment was credited to me from the company i thaw that i had pay extra on my escrow account .after this i send the remaining balance to complete my payment then on the following months consecutively kept sending my payments .after the second month i got a call staying that my mortgage was 60 days late .i explain the person on the phone that had to be a mistake cause i was up to date with my payments .well after they research the account they came to find out that the money that they credited to me belongs to a different account and that i have not make my payment complete .at this point they blaming me for their mistake witch i end up coming up with the payment after all .now i come to find out wile i was trying to refinance that they have my record on the credit bureau as of 30 days late for three months on the road. i dont think this is fair to me and my family we try to take matters as soon as we found out even wasnt are fault.all i want is from them to correct my credit report.
thank you
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| 09/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was previously with XXXX XXXX XXXX and they accepted biweekly payments. I made a payment in the amount of {$900.00} on XX/XX/XXXX for the first half of XXXX payment. My loan was then transferred to loancare on XX/XX/XXXX. During this process my payment of {$900.00} was applied to principal instead of the payment ( wouldnt be a big deal if I had {$900.00} extra dollars ). I paid the remaining {$880.00} for XXXX, paid {$1700.00} in XXXX and {$1700.00} in XXXX. I have called or emailed Loan care over 15 times in the last two months and spent hours to try to resolve this and have the payment corrected- XX/XX/XXXX, XX/XX/XXXX, also sent email correspondence, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX called and emailed, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & sent email correspondence and mail on XX/XX/XXXX. I have spoken to several managers whom dont call back or do what they say and staff that are incompetent and also dont do what they say. I have done three way calling with both companies and they are now charging me late fees.
|
| 04/15/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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My LoanCare Loan amount was paid in full when I sold my house and when my escrow was closed on XX/XX/2021. Since then I am trying to update this on my XXXX credit report. I have provided the document I received which shows that my balance is {$0.00} but XXXX just closed my dispute stating that LoanCare has certified the information and it will remain on my report. Not only they are not updating the account status they are also keep marking late payments every month which has ruined my credit. LoanCare is one of the worst company I have ever deal with. I had to hire a lawyer to get them talk to us otherwise they gave me run around for last 2 years. Once lawyer got involved they hand over my account to company called XXXX. XXXX account representative was the one helped out to get me the payoff letter ( attached here ) and I have provided this to XXXX but unfortunately XXXX not taking any action.
I also have all email correspondence saved which I sent in over 2 years to LoanCare and then to XXXX once my lawyer get involved.
Please help me to solve this issue.
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| 05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I had a mortgage ( # XXXX, XXXX XXXX XXXX, XXXX XXXX serviced through " My loan care ''. The property was sold on XX/XX/XXXX. Release of mortgage was not filed until XX/XX/XXXX. Received a letter from the attorney XXXX XX/XX/XXXX ) of the purchasers of the house saying that the release of mortgage had not been filed. Called every phone number on their correspondence and any number I can find for the company through " XXXX '' and got the same recorded message to either change my address or hear my 1098 info, with no option to talk to a human. Finally found an email address online for a research department for said bank ( XXXX XXXX Sent an email on XX/XX/XXXX. Received an automated response with a ticket # of XXXX on XX/XX/XXXX.
Received an email on XX/XX/XXXX with an attached release of mortgage. Mortgage was filed in the wrong town ( XXXX, CT ) when the original mortgage and house reside in XXXX, CT, and with the wrong date. I, and my attorney have sent numerous emails since trying to get them to correct the error, and have received no response or correction.
|
| 04/09/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Loancare is reporting multiple inaccurate payments on my closed mortgage account. which is paid in full and closed. Loancare continues to report multiple late payments on my account after I disputed the late payments on my closed mortgage account. I asked them to provide me with written proof bearing my signature showing that I had some contractual obligation to pay them as well as any supporting documents which would validate why they were reporting such slanderous remarks on my credit profile which is affecting my score and my ability to better my life. They instead send me an XXXX spreadsheet with my alleged payment history that wasn't even billing statements with their letter heads. The Item looked very suspicious and as if it were made up to validate my payment history with the company. The company has not responded to my second or third request to validate payments or remove them and they have also violated the fair credit reporting act by not marking the account disputed with all the credit bureaus that they are reporting these inaccurate payments with.
|
| 10/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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In XXXX I asked for a loan modification. They asked me to submit required documents. I submitted them by email and they were acknowledged by the company as being received. In early XXXX I was notified that they were closing my case due to a failure to submit documents. I provided an email chain to the loan service supervisor he agreed it was closed improperly and had it reopened. 30 days later, in mid XXXX i was again notified it was closed for failing to supply updated documents. I again contacted a supervisor and it was reopened. In early XXXX i was informed my request was denied because I did not make enough money. I was told to make more money then reapply.
Since that time i have fallen one month behind on the payments, I have attempted to contact them several times to review the options. Typically i am on hold for 30 to 45 minutes when the call disconnects or it is answered and then i am hung up on without ever speaking to anyone. It is apparent from the behavior of this company that i am getting the run around on loss mitigation. ( Loan modifications )
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| 06/09/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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|
Web |
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Attempted to make an online payment to our mortgage compan y Loancare. No error message ever received to show payment did not go through. Assumed payment went through as it has every other month we have paid online. Went to make next months payment it shows we are 30 days late. I called and Loancare said yes we can see you did log on and attempted to make a payment but it did not go through but sorry we ca n't help you.I had to make a payment over the phone for both months because again the website would not work. They said they could not talk to me about it and to email a dispute which I immediately did. Loancare then reported a 30 day late to our credit. We have sold our house, my elderly parents are moving in with us because they are sick and currently live far away. Loancare said they ca n't talk to us over the phone, it will take 60 days to review the dispute and sorry we ca n't help you. We are not unable to purchase the home we are supposed to close on in 2 weeks. They wo n't look at a dispute or talk to us for 60 days but already posted to our credit.
|
| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I spoke to the company that sold my loan to the company XXXX XXXX. They directed me to call the company and lodge a complaint. The company charge a fee which they refer to as a processing fee after the fourth of the month. {$10.00} when you pay online, {$12.00} when you pay by an automated phone call and {$15.00} when you talk to a customer support person to make the payment. This reeks of a penalizing action on the part of XXXX XXXX. It is unfair as throughout the country mortgage holder have until the XXXX of the month to pay without penalties, and since they are telling me that if I pay by the XXXX of the month there is no penalty or processing fee then these fees can be viewed as a penalty.
When I called and spoke to the company I was told that if I set up autopay there would not be a fee even if I paid on the XXXX of the month, it would appear that these penalizing fees are meant to be coercive so that customers will fall in line and sign up for auto pay.
I am not happy about this and am asking for your assistance in this matter.
Thank You XXXX XXXX
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| 07/11/2023 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
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|
Web |
|
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Hi Sir/ Madam, This is to inform you that my Debt collector - " myloancare.com '' incorrectly reported delinquency on my account XXXX. The entire debt was paid in full on XX/XX/2023 with the remaining payment of {$47000.00} and calls were made to ensure that the payments were received by the debt servicer. The customer care XXXX confirmed over the phone call that they have received the payment and the lien release letters would be issued soon. I followed with another call after a month and I was advised that I would be given the letters soon however my account was report delinquent on XXXX and my credit score was impacted hugely because of that. I am in the middle putting an offer on a new home and I might be losing the house because of this issue. I tried calling the loan servicer and was assured to get this sorted and I would get a call back. I've called them multiple times now and there is no response from them. Could you please help me out in the situation. This is affecting my credit score, affecting me getting a new loan and needs to be rectified asap.
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| 08/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Its hard to explain what is happening because the issue at its core is that the company is not organized, has sent misleading letters and cant process changes or payments on their website among so many other confusing business practices.
One thing, for example : Every time you log in a window pops, asking you if " this '' is your email. The same box. Every time. Yes. My email hasnt changed. Its absurd. There should be standards that loan companies need to adhere to and I am very worried about the validity of this company. The website is glitchy and very confusing. How can a company this terribly run be handling a loan of this magnitude?
Another problem I am facing is that for some reason my auto draft has been temporarily suspended and now It is saying that the next date of draft is XX/XX/20? I never suspended my auto draft and it shouldve drafted this month. They suspended my payment and then are saying I owe late fees as well as a " {$10.00} payment fee '' I cant get a solid answer on the website of what I owe. I really really dont trust this company.
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| 04/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I sold my home and escrow wired a payoff to XXXX via loancare. The wire was confirmed received on XX/XX/XXXX. On XX/XX/XXXX XXXX took out another mortgage payment from my checking account and then transferred my loan to another servicer, XXXX. I called XXXX to ask why was another payment taken out after my loan had been paid off the previous Friday. They said they only show the payment was received and that the loan was transferred. I then called my escrow company and they said the wire was not returned. I then called XXXX and they said they have no info of my loan to call back in 7 days. I am now missing $ XXXX approximately of my payoff monies, an additional {$1900.00} out of my checking account and my home is no longer in my name. I am sure RESPA requires XXXX to account for the monies that were wired to them on XX/XX/XXXX. XXXX refuses to provide me any info and simply tells me to call XXXX. No one knows where the $ XXXX went. I would believe this is in violation of RESPA law whereby servicers are required to account for all monies and be transparent.
|
| 03/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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During XXXX of XXXX I had a financial hardship due to the covid-19 pandemic I reached out to my mortgage service Loan Care and they placed me on forbearance doing that time I was not required to make payments. I applied for the North Carolina Homeowner 's Assistance Fund ( NCHAF ) and was approved on XXXX the XXXX XXXX in the amount of reinstatement for {$9300.00} and 3 months going forward for the month of XX/XX/XXXX, in the amount of {$460.00} XX/XX/XXXX, in the amount of {$430.00} and for XX/XX/XXXX, in the amount of {$460.00} giving a total amount of assistance received {$10000.00}. the payment was submitted to my servicer lawn care However, it was not posted correctly. I've been in contact with Loan Care in reference to the discrepancy in posting. Loan Care had not addressed the issue as of XX/XX/XXXX. Loan Care does not apply payments made on my account, however the send notices of nonpayment while the payments made are in an unapplied funds account. I request that Loan Care provides a monthly mortgage statement via mail and the has not happened yet.
|
| 03/06/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My home mortgage loan was sold in fall XX/XX/XXXX by XXXX. I was directed to send payment to XXXX, which I did for the XX/XX/XXXX payment. I have the cashed check copy and evidence of my account being debited. Then I was directed to send payments to LoanCare. I have sent in all payments and have not missed any months.
LoanCare will not recognize this payment and sends delinquent notices, saying I am behind on my mortgage payments, which I am not. Since XX/XX/XXXX to present, I have twice called LoanCare customer support to resolve this. Each time I was instructed to fax an explanation, copy of cashed check and my account debit page. I have done this twice now. When I call the customer service line, they have no information regarding any of this.
I sent a letter ( copy can be faxed ) regarding this, with the above information again enclosed to LoanCare on XX/XX/XXXX. I asked for the payment made to XXXX to be acknowledged and my account to be remedied. no reply.
I received another delinquent notice on XX/XX/XXXX. I have made every payment every month.
|
| 10/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
In XXXX, my mortgage loan servicing changed to Loan Care, a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX. I canceled the ACH payment with the old company and sent a BillPay payment to the new servicer. Unfortunately, both payments were processed. When I called to get the extra payment reversed, I was told they had applied the extra payment as a principal curtailment. I have called numerous times and have been assured it would be fixed, but it has been almost six months now. I continue to get delinquent notices each month now because they keep showing me one month behind and I believe my credit has been negatively impacted too. I can not afford two {$1500.00} mortgage payments in one month on my tiny fixed income. I had to borrow money to get by. I am an XXXX year old military widow and I am trying to get my finances secure to move into a rest home because my XXXX are failing. I need the principal curtailment reversed, like I have been promised since XXXX. I will not be paying my XXXX payment with the expectation you will finally get it done.
|
| 02/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage was switched over to LoanCare during XX/XX/XXXX. Beginning last summer XX/XX/XXXX, i received a notification from the XXXX Department of Taxation for unpaid taxes. My mortgage payments include the property taxes to be held in escrow every month. I have never missed a mortgage payment so I was surprised to see the taxes remained unpaid. I tried calling and emailing XXXX several times since to no avail. Every time I am actually able to get a representative or " Manager '' on the phone, the common response is they will look into it and get back to me ... It is now XX/XX/XXXX, i still havent ' received an answer and I have now had 2 requests from the XXXX Department of Taxation for unpaid/delinquent taxes ''. I am also being charged interest on the unpaid taxes. If possible, please help me because I'm afraid a lien will be placed on the property if the taxes remain unpaid. It's unfathomable a bank or any financial entity can receive mortgage payments yet be remiss in paying taxes on accounts that have been set up to whole these payments in escrow.
|
| 08/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
We recently filed a complaint with our mortgage company and how they were overcharging us for escrow. They submitted their response and are changing the payment. However, we believe the payment should have been adjusted back in XXXX ( XXXX XXXX ) when the new Homeowner 's policy went into effect. As such, they partially overcharged us for XXXX and fully overcharged in XXXX. Again, I tried to contact them before the XXXX payment was due to no avail ( being on hold on two separate occasions for over 45 minutes ). As such, we paid the old payment of XXXX in XXXX and XXXX. XXXX mortgage should have been XXXX versus the XXXX we paid. As that difference did not go towards principal, and we are not seeing it in our escrow account, we believe they owe us the Homeowners Insurance overpayment amount ; i.e. the difference between the old payment and the new payment ; partial month of XXXX and full amount for XXXX.
I have also reviewed our account on their website and it is still reflecting the $ XXXX amount for homeowners insurance. I am attaching for your review.
|
| 11/09/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Loan was sold and LoanCare became servicer in XX/XX/XXXX. I had completed a loan modification with XXXX mortgage prior to transfer of loan. Initially LoanCare claimed not to have received my modification papers. After LoanCare claimed they were unable to obtain information from XXXX I bypassed LoanCare and got copies of executed docs from XXXX myself and sent to LoanCare. Next LoanCare sent us new papers to sign that increased our rate. After much time I finally was able to show we had already completed the process with XXXX and our rate was already locked in. LoanCare has still NOT updated our records and fixed our account after 11 months. We are receiving statements saying we are over {$12000.00} past due and no payments have been received since XXXX. We have made payments for every month this year XXXX. Continuous calling, talking to various supervisors etc. has not affected an update and correction of our account. Calls are never returned even after being told we would be contacted. Its been 11 months with an enormous about of time spent to no avail.
|
| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
The mortgage for our home was serviced by Loancare , LLC for the past year or two. Earlier this year we refinanced and our mortgage was moved to a new company. We have not received a refund check for our escrow balance from Loancare and have been unable to contact them despite repeated attempts over more than a month.
Here 's a brief timeline : XXXX our last mortgage payment to Loancare XXXX the mortgage with Loan care is closed ( paid in full XX/XX/XXXX ) XXXX Loancare website notes 'EscrowRefundToBorrower ' ( no check or payment has been received by us ) XXXX - Throughout XXXX I attempt to contact Loancare via the phone # s listed on their website and through the ticket system on the website unsuccessfully XX/XX/XXXX - Automated response from website ticket system directing me to new phone number ( same as previous leads to phone tree that eventually disconnects the call ) XX/XX/XXXX - XX/XX/XXXX - I have made repeated efforts to contact Loancare via the email, website, and phone numbers. I have been unable to speak or correspond with a single person
|
| 09/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have had nothing but problems with Loancare and no one at the company will help me!! They keep putting me on hold and then disconnecting my call. I am in tears as I write this because I am a very responsible person and make my payments ahead of schedule EVERY month!! I login today to make my payment before the XXXX of XXXX - it is supposed to be {$36.00}, and for some reason the payment requested is {$110.00}??? Mind you, I have a printed bill from Loancare stating my bill is {$36.00}, but they are telling me I owe 3 times more than that online and on the phone. They will not put me in contact with a supervisor to fix the issue and my payment is due tomorrow!! I don't know what to do! I am not going to pay a bill that is clearly inaccurate when I have proof of making my payments on time every month via bank statements and their bill saying what I really owe. I feel helpless and this is my first home and I have had problems every month just trying to pay my mortgage! I have never been late on a payment. I am going to get a lawyer if this is not resolved
|
| 10/14/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I had water damage at my house. The insurance company did not pay on my claim but I sued them and won. The insurance company made the check out to me and my mortgage servicing company. The funds, over {$33000.00}, are sitting in my escrow account and have been for 3 months. The mortgage servicing company refuses to release the fund, requiring documents that I do n't have or that were never in existence because this is not a typical insurance claim but the proceeds of a law suit. They also continue to request documents I 've sent electronically and via regular mail. In one call the admit receipt of a form, in the next call they demand a copy of the the same form claiming they never got it. I 've made over dirty calls and they continue to ask for things not relaxant to my case ( they want documents from the insurance company that I can not get because they are attorney client work product. I need my money to pay back the loans I took to fix the house. I need a real pathway to get my funds, not new hoops to jump through every time I call for months on end.
|
| 03/02/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have tried all day to get in touch with a voice. 1 hour I was on hold and then I had to hang up, then I call back and I'm placed on hold another 45 minutes then I hang up because I have to work. I'm furious with this company for their horrible customer service, their horrible phone system that you can't navigate through. They must do this on purpose so they don't have to deal with their customers. I know for a fact this is not the first complaint on this horrid company. My next stop is an attorney just because I can't get a voice to help me with our flood insurance and mortgage. But I will get one if I have to. The only way to get a voice is if you push 3 for a new accout. They answer that line right away and then transfer you to another line that just had music for an hour.
It's terrible and if I don't get in touch with someone I promise you I will do everything in my power to make sure this company knows how horrible they are. I'm begging you to help me. I shouldn't have to beg to speak to a representative from LoanCare but if I do then so be it.
|
| 12/14/2018 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Loan Care is erroneously reporting 60 day late payments on my credit report for a period of time I never even lived in the home. My home was purchased XX/XX/XXXX and sold XX/XX/XXXX. Loan care is reporting that I have 60 day lates for XX/XX/XXXX and XX/XX/XXXX. I tried repeatedly to have this corrected. Loan Care does not allow you to speak to representatives in their research department and despite bank statements showing payments and verification that the home was sold and payments were made timely, they have not updated the record. I wrote them several times and spoke to several representatives but was never able to speak directly with anyone that was actually responsible for rectifying the issue. I have been working with a consumer credit counselor for 6 months now and they have also tried to have the record updated as this is negatively affecting my credit score and preventing me from qualifying to purchase a home. They have been ignored as well. This is an egregious disregard of the facts and is creating an undue hardship to myself and my family.
|
| 08/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
LoanCare via XXXX XXXX XXXX has reported to the credit bureaus that I am four months behind on my monthly mortgage payments. They failed to pay my county property taxes and they have stolen my surplus escrow money and failed to apply this money to any of my monthly mortgage payments. For more than nine months I have emailed, written letters, and called them attempting to resolve the matter. I have made the payments that they are reporting as behind. I provided proof of the payments with the transaction dates from my bank statements, I sent them the check numbers, amounts, and dates my bank processed the checks, but they refuse to correct their records. I am a 100 % XXXX XXXX XXXX veteran. My property tax was reduced based on my XXXX, so I had a surplus in my escrow account. XXXX XXXX, XXXX kept the money, but their records do not reflect they applied the funds towards any alleged delinquent payments. Here is my information.
XXXX XXXX : XXXX XXXX XXXX XXXX XXXX GA, XXXX LoanCare via XXXX XXXX, XXXX loan number : # XXXX, and phone - XXXX, email - XXXX.
|
| 05/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
in XX/XX/XXXX I refinanced my primary mortgage. Loancare, who holds several mortgage loans for me, was the original servicer of my new loan. Account # XXXX was established and for two months I paid my payments to them.
Then on XX/XX/XXXX LoanCare transferred my loan to XXXX XXXX Loans, and instructed me to make my payments to XXXX home loans and refused to accept any further payments from me.
I began making my payments to XXXX, however on XX/XX/XXXX I applied for a mortgage for a new property and was advised that LOANCARE is reporting a 30 day late payment for XX/XX/XXXX, WELL after they transferred the loan and were no longer servicing it. This caused a credit score to drop 100 points for my wife and I and we are in danger of losing this great opportunity to buy. I have been unable to contact LOANCARE, or receive a call back from them after numerous attempts to contact them. This has to be an error, as XXXX does not report any late payments but XXXX and XXXX are reporting the late. I need LOANCARE to retract any negative credit reporting ASAP.
|
| 01/24/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
Submitted a short sale package to Loan Care via Fax XXXX & email at XXXX on 3 occasion since XX/XX/2016 with confirmation transmittal received. I have follow up on several occasions only to be told that they did not received it and asked that I send again. When I call to follow up and I give the confirmation number, they hung up and not the system. Its been over a month trying to get the right caring person on the phone. Final after an hour of hang ups, I was able to reach XXXX, Agent ID XXXX, and he was able to verify that I had called and also requested an expedite on this HAFA short sale, and that XXXX did received my " FULL '' short sale package and he was not sure why no one entered it into the system to be assigned. XXXX not a good company and should not be servicing loans ... and they needs to be accountable just as the likes of XXXX, XXXX and others. I need you help in getting the lender to do its job and would like them to expedite this short sale since they dropped the ball. Customer Service in Loss Mitigation is no-existent. Please help ...
|
| 01/12/2022 |
Yes |
|
- Trouble during payment process
|
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Web |
Servicemember |
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I have VA XXXX for my homestead in XXXX XXXX Florida. MY VA loan is being serviced through LOANCARE. I was declared 100 % P & T on XX/XX/XXXX. I applied for and was granted a 100 % property tax exemption indefinitely beginning for tax year XXXX by the XXXX XXXX, FL XXXX XXXX XXXX XXXX. I sent LOANCARE my P & T letter and a letter from the property appraiser 's showing I am exempt from paying property taxes for XXXX but for {$250.00} per year garbage fee. LOANCARE is refusing to accordingly reduce my escrow for XXXX and is still charging me a higher payment as if I will half to be responsible for my property taxes for XXXX. My property taxes at {$18000.00} a year so LOANCARE is unlawfully charging me an extra {$1500.00} a month! I told them I refuse to pay a higher escrow for property taxes that they know I do not and will not owe for XXXX. They said if I do not pay the extra {$1500.00} a month, they will foreclose on me and take my home. I can not afford to pay {$1500.00} a month for an entire year for no lawful reason. Please help me. This is wrong.
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| 12/20/2016 |
Yes |
- Bank account or service
- Other bank product/service
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- Making/receiving payments, sending money
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Web |
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I live in the state of florida. Hurricane XXXX came across my county on XXXX/XXXX/16. I suffererd wind and water damage. I filed a homewoners Insurance claim. The insurance company paided my claim. Because it was over {$2500.00} the checks was made to me and the loan provider. XXXX c/o Loan Care is my loan provider. Loan care has a loss draft insurance section that handles all claims. I set up a account, overnighted both checks. I have received only food re-imbursement of {$350.00} from {$9.00}, XXXX that was issued to me. I have sent in all required paperwork, including receipts, bank statements and request for assistance from corportate. We have yet to received any written response from the company. The loss draft section I believe is committing fraud by hold non-loan money and documented repairs completion moneys from the homeowner and conducting deceptive business practices by dragging out this process. Every time you you call it is 3 to 5 days, 7 to 10 days. Stories change like the wind. I have numerous documents available to support this claim.
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| 11/02/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/2021, my home burnt down in the XXXXXXXX XXXX. I contacted my mortgage company and filed a forbearance on my loan due to this. My forbearance was approved as of XX/XX/2021. A few weeks later, I got a notice stating my forbearance was canceled. I called back and told them of this error, they then stated they re opened my forbearance and it was all in effect again. I continued to get past due notices in the mail from them so I again called back in XXXX of 2021 to confirm my loan was still in forbearance and I was told it was. I called again on XX/XX/2021 to verify my account standing for a new mortgage I am trying to obtain. During this call I was told I was removed from forbearance again and my account is showing past due. They re submitted my forbearance to a manager to get it reinstated, however it still reported to my credit companies I was past due on my mortgage. I was in contract for another home already and this error from them ruined my family from being able to buy a new home and has made us remain homeless until this is corrected.
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| 10/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had my home and the same mortgage company since 2015 I believe. I have made every single payment on time up until Covid-19. I filed the correct paperwork and I called my mortgage company to opt for the deferred payment plan. I'm now receiving bills that say I owe over {$11000.00}, my credit score has taken a complete dive and now its about a XXXX which is absolutely awful.
I've called Loancare over 10 times, get put on hold, get a supervisor with promises to call back the next day and never do, got an email stating I would hear back with 15 days which never happened.
This is the time for people to refinance their homes because of the rates and I'm not able to because it looks like I'm currrently behind in my payments.
Since my restaurant reopened and I was back to work I started to once again make my payments on time after the 90 days that I asked for.
I'm currently on the phone with them as I type this and again I'm being given excuses and told a supervisor will have to call me back.
There must be something someone can do to help me.
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| 03/14/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was sold to Loan Care Servicing in XXXX. My payment was duplicated on XXXX XXXX, ( my fault ) and requested a refund. After numerous faxes, emails and phone calls, by XXXX XXXX my payment was still not refunded. Since I 've never been late on a mortgage payment and since it was so close to my next payment due date, I requested them to recast my payment to XXXX XXXX payment. I was told every time that it 'll take a few days. I called on XXXX XXXX and spoke with a " supervisor '' and she gave me her word that the payment was going to be applied to my XXXX XXXX payment by XXXX XXXX. I called today, XXXX and was told it will be processed by XXXX XXXX. I asked if the interest was going to be adjusted and also if my payment was going to backdated to XXXX XXXX, since they were in possession of the money. I was told in no uncertain terms, that that is not something they do. There are over 90 complaints about this company on XXXX, all with similar complaints and clients complaining that issues were stalled just so that they can charge fees. XXXX
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| 11/29/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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From XX/XX/XXXX until current day of XX/XX/XXXX I have not been able to make a payment to XXXX Serviced by Loancare.
My mortgage payment of XXXX can not be processed due to the website XXXX XXXX XXXX XXXX XXXX XXXX XXXX % XXXX % XXXX XXXX out of commission. Multiple calls to their toll free number at ( XXXX ) XXXX have given a recording that reps are are not able to access account information. In addition to no access to account information the chat bot for the site states the following " LoanCares systems are temporarily offline. Due to this, the servicing systems are currently unavailable and the customer service center is temporarily closed. We apologize for any frustration or inconvenience this may cause. We encourage you to try back another day. Thank you for your patience. '' We are needing to make out mortgage payment and also have delayed the closing on the sale of our home due to this.
No contact, no email regarding a breach or estimated restoral of services, and I have gotten emails form this company to apply for a new mortgage loan.
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| 02/09/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I contacted LoanCare in XX/XX/XXXX and advised them not to pay property tax bill until revised statement was received as my residency had changed and my property tax bill was going down significantly. I received revised statement and forwarded them a copy. On XX/XX/XXXX they paid the incorrect amount ( {$5000.00} vs. {$1800.00} due ). I immediately contacted them and they stated they would open a case to investigate. They stated that they had to pay the initial bill since it was due. The original bill was not due until XX/XX/XXXX I made several attempts to follow up, but to date ( XX/XX/XXXX ) they have not credited the difference to my escrow or issued a refund. I contacted my county tax office and they stated they issued a refund check for the difference on XX/XX/XXXX. I called LoanCare again and they state they have no record of receiving this payment. I asked to have a manager call me back and they have not. I have since paid the loan off in full and I would like the difference refunded ( in addition to my current escrow balance ) immediately.
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| 02/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My initial loan was sold to Loancare LLC. I refinanced with XXXX XXXX. XXXX required escrow to cover my winter taxes, I informed them that Loancare had all the funds already to pay my winter taxes. I was assured by XXXX I would be receiving my escrow monies back from Loancare within 60 days. When I did not receive my monies, I contacted Loancare and determined they also sent a check to my township that has been sitting in their treasuries office for over 2 months. I contacted my township treasurer who stated a simple fax or email from Loancare stating the check could be released to me for the double payment of my winter taxes. I contacted Loancare and after multiple attempts they still have not completed this small task. They refuse to simply cancel the check and send me out new check. I am concerned that if my township sends the check back to Loancare, they will say they never received it and I will be continuing this fight for a long long time to get my escrow refunded to me.
PLEASE HELP!!!
XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX XXXX XXXX
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| 11/15/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX, my neighbors left their sprinklers on overnight and ended up flooding our basement. In turn we got an insurance settlement. By law insurance settlement checks require both yours and your mortgage company signature. We sent the check to our mortgage company, Loancare LLC, and they returned the check to us, because we forgot to sign it. We received a new check from the insurance, signed it and sent it to Loancare for their signature. They demanded that we pay for the repairs ourselves and then reimburse us, but we don't have that kind of money. Then they demanded a contractor to do the work, then they would reimburse the contractor in payments. By what we were told, Utah does not require flooring installers have a contractors license, so they don't carry one. The only damage was flooring and a little bit of sheet rock, so our original intention was to do the work ourselves. Hiring a contractor will cost more than what our insurance gave us. We've been trying to get our check for 6 months now, and they are still refusing to give it to us.
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| 03/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Hello, ( My name XXXX XXXX and I paid my mortgage on time. I've been paying my principal and interest, {$2500.00}, every month, for 9 years. I paid my escrow separately, on time, and I don't have any pending payments. My bank doesn't give out transmittal forms because I pay online, thus I have Bill Pay. I have been extremely inconvenienced since you made the switch in my neighborhood. You even had foreclosure notices sent. I have been going back and forth with your customer service for many months now so please for the love of XXXX, figure things out on your end because I can not endure this any longer. My mortgage payment ( principal and interest ) details are below. ) I sent a letter to loan care regarding this matter earlier. But no action is taken and still, this issue is persisting and which already affected my credit score.I started this mortgage ten years, I don't have any past due. I have evidence for all past payments. Please consider this matter and solve this problem.
Thank you, Sincerely XXXX XXXX XXXX XXXX XXXX XXXX
XXXX NJ XXXX
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| 07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since we originated the loan in 2018, my wife and I have had PMI on the load.
Recently we went to about 34 % equity, so I asked if PMI could be removed. They said, maybe, but you have to submit a fee for {$100.00} and then a BPO will happen and then we'll see about the PMI removal. I agree, and on XX/XX/XXXX we submitted the {$100.00} electronically.
Since then I've received no information. No call. No letter. Nothing as to stating when this broker would come out and do a walk through to determine home value. After a month, I figured let me just cancel this BPO and get my {$100.00} back since this company is not being truthful on what they offer. Since I have tried to get my {$100.00} back - I have sent countless emails. Through their site elements so I know that they get through. I get the occasional canned acknowledgement but nothing else.
I am now sick of this kind of response. All I want is to get my {$100.00} back and my later intentions are to refi out of this loan to get away from this company.
Hopefully you can help me.
Thank you.
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| 12/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since LoanCare aka XXXX took over my mortgage from XXXX who went through bankcruptcy. I constanly got charged with late fee. Before XX/XX/XXXX my principal and interest was {$610.00} Escrow was {$170.00}. I have my bank send automatic payment of {$200.00} weekly, that was more than enough to cover the monthly bill, however XXXX still charged me {$30.00} late fee.
XX/XX/19 I requested to drop the Escrow, I will pay Escrow by myself from that day forward, so starting XXXX I only required to pay {$610.00} however my bank continue to sent in {$200.00} a week and they still charged late fee, they receive minimum of {$800.00} a month for {$610.00} mortgage bill, I been paid XXXX this way for years and never have any problem. I have call them multiple time to request them to drop the late fee but they keep getting me run around. Early XXXX I inform XXXX represenative that I have requested my bank to send automatic payment to XXXX {$610.00} two time a month which is double the amount required. Yet they still charge me late fee for the month of XXXX.
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| 08/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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We believe LoanCare is not calculating our monthly payments correctly and are overcharging us. They are overcharging for insurance costs. They also have our escrow monthly payment amount at {$520.00}! In addition to property taxes, they are charging us some fee called " Other Taxes ''. We are unable to determine what this is. We have made numerous attempts to contact this company via phone and email. We have never reached a person via telephone ; we have been on hold, more than once, for over 45 minutes in a loop that says all customers service agents are busy. We then sent an email, which, when finally answered ( email was sent on XX/XX/XXXX and the company responded on XX/XX/XXXX ), was a request for us to FAX our statements in ( I am attaching the aforementioned email ). This does n't make sense to us as they can see our account details and all the respective statements, costs and fees. Once again, the company not doing their due diligence in servicing our loan. Our original loan was sold to this company and thus far we are very frustrated.
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| 02/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Loancare assumed my mortgage from XXXX in XXXX/ XX/XX/XXXX. I wasn't notified that Loancare assumed they loan. Loancare sent information to my wife 's address. I received information from XXXX that payments should be sent to Loancare.
Loancare approved a loan modification of payments of {$870.00}. Payments were made to Loancare for this amount for several months. My ex-wife is listed on the loan modification payment. She lives 2 hours away and works second shift. By the time the paperwork was completed, Loancare stopped receiving the payments of {$870.00}.
I have tried several times to get this issue resolved through Loancare. I have only received a few billings from Loancare in XXXX. I have sent several letters and spoken on the phone several times yet the issue remains unresolved.
I spoke with XXXX XXXX yesterday who they said I owed {$7500.00} ( yes a different mortgage company provided the information that Loancare would not provide ). I sent {$3100.00} on XX/XX/XXXX. I have the balance of {$4300.00} that I can send on XX/XX/XXXX.
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| 09/28/2018 |
Yes |
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- Trouble during payment process
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Web |
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Hello, My name is XXXX XXXX and I'm not sure if I am in the right category of complaint as there was no exact option. I have a major complaint against my Loan Servicer, LoanCare ( XXXX XXXX XXXX XXXX XXXX specifically ). I've called them and emailed them over 8 times in the past 3 months to try and get my PMI removed as I have enough equity in the property and have passed the FHA length of stay guidelines to do so. All I need is an appraisal. This should be very easy!
I've sent 3 emails via my online portal about removing PMI, each time I follow up within a week or two and they say they can't find anything after transferring me to 3 departments. Every call is at least 45 minutes in length. This should be a federal crime as I'm trying to get an appraisal to legally get my PMI removed and they don't have the infrastructure in place to support this and are essentially stealing my {$500.00} plus a month by not contacting me back.
I am completely unsure of what to do next, please take action against this atrociously run company.
Thank you.
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| 06/25/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Debt settlement
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Web |
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XX/XX/XXXX-XX/XX/XXXX we were in a modification agreement for our home. We made all payments as requested and responsibly per agreement. Then in XX/XX/XXXX I received a notice of trustee sale foreclosure. We then obtained an attorney and won the case due to the loan care servicing center not honoring their original modification agreement and intern they would correct our credit score rating as they indicated we were delinquent on our payments so we would be able to refinance our home. Since then I have worked with our attorney and filed several complaints against the in accurate information reported on our credit reports stating delinquency without success and now are facing another foreclosure incident. We also lost a small business operating under a rental agreement due to the Covid medical situation which has put us into a financial burden. If this had been originally fixed we would be able to refinance and continue making payments please help us obtain the correct information so we are able to refinance and remain in our only resistance.
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| 07/20/2017 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX sold our loan to loancare we feel with out notice it was at the time of year we pay our property tax and insurance. we pay it out of our pocket we do not fiance either one of them and have for XXXX yrs. XXXX XXXX took money that was marked for escrow and applied it to principal they claimed then we sent them copy of policy for insurance paid in full on that home as again we have done every year. At same time all this going on they sell my loan to Loancare who raised my payment 50 % it was XXXX to XXXX they say because of escrow witch has been payed we have tried to resolve with no results with his company we even sent them more Escrow money that has disappeared now they say I can not prepay it. but it is part of original loan and they can not change terms and conditions of that loan says right on paperwork from XXXX XXXX this has put tremendous strain and stress on us both financially and emotionally the loan has dropped to XXXX but should be under 1000.00 they say I have XXXX over pay in ecrow now but still want XXXX month escrow
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| 01/30/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am a XXXX % XXXX Veteran with a current property tax exception on my property. The Mortgage service company has failed to adjust my Escrow payment although I have already called them three times and have provided them with the required documents. Every time I call, they tell me the same story and give me a date they will complete the Escrow analysis ; however, every time the date keep changing with no adjustment to my mortgage payment. The approximate taxes and insurance payment at the end of 2018 is likely to be around {$2500.00} XXXX {$2000.00} for insurance and {$550.00} for Taxes ) however, there is already {$2100.00} in the Escrow account and I am due another {$540.00} payment to the Escrow on XX/XX/2018. At this rate, I will have over {$7500.00} in my Escrow account by the end of the year. I have contacted them three times since mid XXXX but have been unsuccessful in getting them to adjust my mortgage payment to the new tax rate. the last time I spoke with them, they said, a supervisor would contact me within 24hrs ; still waiting.
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| 04/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On or around XXXX of XXXX, I refinanced our home which is now being handled by Myloancare. I decided to recast our loan on or around XX/XX/XXXX, adding XXXX to our principal. On XX/XX/XXXX we contacted Myloancare asking if they offer Loan Recasting. The answer was affirmative. They offered to recast for a {$300.00} fee as long as we were adding at least 10 % of our principal. They indicated they would be sending us paperwork for recasting. 30 days passed and we did not receive anything. On XX/XX/XXXX we contacted Myloancare again. They again told me they would send out the paperwork and informed me there would be a {$300.00} fee, to which I agreed. I waited 2 weeks and still did not receive the paperwork. On XX/XX/XXXX, I called again and the representative indicated they did see the notes and did not know why we had not received anything. I asked for the paperwork to be sent via email or at least a verification letter indicating I wanted to recast. It has now been 45 days and I have yet to hear anything from them. Can you please help me!
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| 04/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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Loancare : XXXX XXXX XXXX XXXX XXXX VA XXXX, Account # XXXX This is a follow up to the previous complaint XXXX. I received a letter from Loancare acknowledging receipt of the complaint. Loancare removed the 60 days delinquencies record from my credit report. Event though the {$190.00} is their responsibility when they acquired the servicing from XXXX I went ahead and paid it in full so to stop their continuous harassment with robocalls and threatening letters of foreclosure. Only to find out when I received the following statement that they again started me another escrow account and said i owe {$45.00} more!!! In addition they again reported to the credit bureaus that I was 30 days late. I called the person who wrote me the letter after he received my first complaint with CFPB Mr XXXX XXXX, Office of the Customer, XXXX ext : XXXX but of course like his colleagues he does not pick up the phone nor does he return the calls. Even though in his letter of XXXX XXXX he states that my credit report is now corrected and reflects current status.
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| 07/12/2017 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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XXXX/XXXX/2017 -- I tried making my payment of {$610.00} and found out that they had a new process of adding fees to payments such as One-Time Draft Fee Schedule On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00} My payment with my previous lender was on the XXXX of the month because I am on social security and only get paid the XXXX Wednesday of the month. When the mortgage was sold to this lender my first payment was last month and I paid {$610.00} on XXXX/XXXX/2017 without penalty and I also talked to representative at that time and he stated that I had 15 days to pay without penalty. They are not calling this a late fee but it really is. They changed my payment date and are charging for being late -- I believe as a XXXX Veteran on Social Security they are scamming me. The name of the company is Loancare in XXXX XXXX, VA XXXX -- watch out for these crooks.
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, Indiana XXXX XXXX
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| 09/24/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have a mortgage loan with LoanCare A Service Link Company on XX/XX/2020, I was granted a forbearance on my loan until XX/XX/2020, due the COVID-19 effects on my employment. The forbearance was approved and I received an approval letter.
On XX/XX/2020, I started receiving automated calls from LoanCare, asking me to contact their toll free number reference my mortgage loan. I called the number to only have an automated system, that cuts me off and does not allow me to speak with a live person. On the one occasion I was able to reach someone he said my account was with collection department and he would transferred me to that department upon the transfer, I was again put back in the loop of the automatic system. I have emailed them, sent a letter and sent a message through my loan account, however no response just a automated telephone call every day. I do not want this company to start a process of foreclosure, because they are not communicating with each other. I am filing this complaint, because maybe someone can look into my account.
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| 02/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage loan is serviced with Loancare. I have been with them since XX/XX/XXXX. I have been watching my escrow balance since XX/XX/XXXX to make sure my property taxes were being paid. Called once to find out who pays the difference because my tax bill came in higher than I had escrowed for. After spending 20-30 minutes on hold, I hung up and decided to wait and check back in. Logged in and checked my account on XX/XX/XXXX and my escrow balance had not gone down at all indicating my taxes had not been paid in XXXX. Started calling and no one in the escrow dept can tell me why they weren't paid or when they will be paid. Today is the last day they can be paid without penalties and I am currently on hold with the company to listen to them tell me they are " escalating '' this. I have been told this since XX/XX/XXXX and today is the 6th time I am calling on this matter. I am now 39 minutes into the phone call, just placed on my 3rd hold because the escalation person I am now speaking with is going to move it up to a 2nd level escalation.
|
| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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Loan Care says that they never received my XXXX payment. I have had countless phone calls with them totaling countless hours on the phone. I have spoke to representatives, managers, supervisors, I have even had my bank on the phone with them. I have sent them countless e-mails with all the information they ask for to fix the issue. Each time Loan Care assuring me or us that they have the information they need to handle the problem and assured me it would be fixed. It is now unbelievably XX/XX/XXXX and it is still not handled. I have never missed a payment on anything in my life. This was my first scheduled payment with them once they got my mortgage from XXXX and obviously they didn't handle the switch correctly as every payment after was made the same exact way and they received it just fine. I am at my wits end with this company as they are unable to fix the problem and essentially stole my money. I have even had managers PROMISE me they would call me themselves at a specified date and time multiple times and they never got back to me.
|
| 02/03/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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|
First, when my mortgage was first transferred to XXXX from another company it they cashed the first check but did not credit it to my account because I had originally paid the first mortgage company. This is my legal right to pay the old company within a certain number of days of the transfer of service. Second, when my mortgage was transferred to a new company XXXX Loancare stopped my automatic payment prior to notification. Also, they stopped it well before the allowable limit of how long I can still legally pay XXXX Loancare. When I finally found out, I was over a month behind on my payment with the new mortgage company. Luckily they did not charge a late fee. Also they conveniently backdated the letter that they sent me. Lastly, I have not received my tax statement for XXXX. This is normally not a big deal since I could typically go online and check the statement but they have disbanded my online account for some odd reason. Now they wo n't reply to my emails. The tax statement should have been provided to me prior to XXXX/XXXX/XXXX.
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| 01/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Our mortgage was sold to LoanCare in XXXX of XXXX. We immediately received a disbursement from our escrow account from an overage they incorrectly calculated. Our property taxes are due semi-annually and the first analysis they performed they assumed the property taxes were only due annually. In the past 2 months we have had to request 4 more analysis and/or escalations as we have property taxes due XX/XX/XXXX. As of today, XX/XX/XXXX our escrow account is still wrong, we are being sent a second overage check of our escrow account, and our property tax disbursement is still not scheduled until XX/XX/XXXX. Our escrow account is now so underfunded that it is only half of the balance for our property taxes due in less than 2 weeks. On my most recent call they noted that the taxes are handled by the 3rd party vendor and they were not able to do anything for me without a few day wait for the vendor to look at our taxes again. They promised that they would be liable for any fees assessed by XXXX XXXX, but I am not able to get that in writing.
|
| 12/11/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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I applied for loss mitigation on or around XX/XX/2018. I had to have XXXX XXXX in XX/XX/2018. Loancare continued to tell me I had missing loss mitigation documents which wasn't true. I sent in via email the documents over and over again. Finally at the end of XXXX i received a payment plan to pay off past due and current. I contacted Loancare via phone and email numerous times to explain that my doctor wanted my XXXX to extend to XX/XX/2018 and if my payment could be modified. I never received a call back nor did I receive an email. Comes XXXX finally someone at loancare via phone says they would send me a request for an extension form. Still nothing! On XX/XX/2018 I receive a letter via mail stating my home is in pre foreclosure. Today XX/XX/2018 I sent in another loss mitigation this time along with a letter explaining all the above. I sent a certified letter as I was advised to do by a lawyer. The main thing is ... The lack of communication with customer service not responding correctly can now cost me to loose my house? So not fair!
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| 08/17/2022 |
Yes |
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- Trouble during payment process
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Web |
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|
On XX/XX/2022, LoanCare, XXXX XXXX XXXX made me aware that my loan modification/loss mitigation package was incomplete vial postal mail. I turned in XXXX new modification packages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022, to attempt to correct this issue. ( I have certified mail receipt numbers as evidence of these XXXX loss mitigation packages ). I kept sending new loss mitigation packages because they would not respond to me to let me know if it was incomplete, approved, or denied. Instead, I received their lawsuit XX/XX/2022, against me.
The evidence attached is ALL the postal correspondence I have had with LoanCare and XXXX XXXX ; None of these correspondences was replied to including the Loan Modification Applications/ Loss Mitigation packages sent on XX/XX/XXXX and XX/XX/XXXX.
( The other correspondence included is a part of a separate complaint, in which the mortgage company and the representing attorney have not responded to requests for loan information that should be provided according to TILA, RESPA and FDCPA statues. )
|
| 07/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
I fell behind on mortgage payments due to being out on maternity leave and being paid only 65 %. During this period, I also got sick with covid. I had a baby born in XX/XX/XXXX that was born early at XXXX weeks. The baby spent over a month at XXXX. Baby was delivered through XXXX XXXX
XXXX XXXX does not want to update the credit report even though they were notified I was affected by Covid and tested positive on XX/XX/XXXX. I was unable to get the covid vaccine due to being XXXX from mid XX/XX/XXXX through my early delivery on XX/XX/XXXX. I was XXXX XXXX until XX/XX/XXXX and finally got the covid vaccine in XX/XX/XXXX.
Through XXXX I also suffered from long Covid. I tested positive for covid in XX/XX/XXXX. I was out of work until about the end of XX/XX/XXXX. I briefly returned to work from late XXXX through early XXXX. It was discovered that I had XXXX XXXX, difficulties breathing ( scar on XXXX ). I was out of work on leave from early XX/XX/XXXX through early XX/XX/XXXX. My employer paid me 100 % of my wages during this period.
|
| 12/03/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
This complaint is new but related to our earlier complaint # XXXX. That complaint was lodged against XXXX Mortgage because it appeared that they were paid off by our new mortgage company in a refinance. I have discovered that XXXX did not receive the payoff as our loan was sold just prior to that event. The new mortgage servicing company for just a few days was LoanCare. LoanCare is the company which should have sent us the funds that were held in escrow for taxes and insurance. We finally received a check from them today, XXXX XXXX, 2016 but it is short {$46.00} from the amount shown on our last monthly statement. We are under the impression that escrow money is not something a company can just take any part of for themselves, but dedicated to payment of the homeowners ' taxes and insurance. Additionally, I ca n't imagine what they removed that amount of money for as they were well aware that they had purchased the loan on the first of XXXX, 2016. We have attached documents which clearly show what happened. Thanks, XXXX and XXXX XXXX
|
| 06/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My name is XXXX XXXX. I am the court-appointed Trustee of the XXXX XXXX XXXX XXXX. The Trust owns a single family residence located at XXXX XXXX XXXX, XXXX, CA XXXX. There is a XXXX mortgage on the property serviced by LoanCare in the amount of {$130000.00}. The loan number is XXXX.
The Trustor, XXXX XXXX, died in XX/XX/XXXX. LoanCare has had all of my information for many months, and it has been sending monthly mortgage statements to my office, and I have been paying all amounts due during that course of time. I have attempted on numerous occasions over the past week to obtain a payoff statement on the account, because the property is set to close on XX/XX/XXXX. I have provided a copy of the Trustor 's Death Certificate, as well as a copy of the Court Order appointing me as Trustee of the Trust. Despite these efforts, LoanCare refuses to provide me with a payoff statement. I have advised LoanCare that there is a chance escrow will fall through if they do not provide me with a payoff statement.
Please help.
Sincerely, XXXX XXXX
|
| 07/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Last month I received a statement stating I was late, behind in payments. I called and they had applied a payment to principle. It took a couple days but it had gotten fixed. well I thought it did. They took my next payment and applied it to that month. I have called 4 times now trying to get this fixed. I have even had a supervisor call me back it was supposed to be fixed by XX/XX/XXXX. It has not been fixed. When I call I'm on hold for over an hour. Which is not expectable especially when I have a job and cant afford to be off the clock for an hour. I have sent them support messages and have not received contact back in regards to this. They need to take my payment from the principle and apply it to XX/XX/XXXX's payment. I'm really worried they wont fix this and it's going to report to my credit I'm late. WE ARE NO LATE. Every time we call they say will fix it. Give us a couple days. I want it fixed now it has been over 20 days now that I have called 3 times this month. Currently I'm still on hold it's been one hour and 21 minutes.
|
| 08/28/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My loan company ( Loan care ) claims that I have shortages in my escrow account that is causing my house payments to go from XXXX a month to XXXX a month. whenever I call and ask them they either transfer me to a different department or they say it is because I have had flood insurance. Loan care is my XXXX mortgage company that I have had and I have owned flood insurance from the time I got the initial loan. my taxes and insurance have stayed the same give XXXX dollars. I am unable to re-finance due to having a late payment and I asked if I could make partial payments but they told me I could not. Before this all happened they sent me notices that they did not have proof of insurance and if I did not send it in they would buy there own policy for me every 1.5-2 months and every time I would send it in. They would also try and send me a refinance offer once a month as well. I would like out of this company but due to my situation I cant go anywhere. I feel something is not right and have read exactly the same cases with other people.
|
| 12/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
The closing date for the XXXX XXXX mortgage was XX/XX/XXXX for loan # XXXX. At the time of closing {$2100.00} for six months of prepaid property taxes was collected. The amount was not credited to the account which is administered by LoanCare. I advised XXXX XXXX on XX/XX/XXXX and escrow ticket # XXXX was opened to address the issue. On XX/XX/XXXX I received an escrow statement showing a short fall in the escrow account because the lender failed to apply the collected funds. I have contacted XXXX XXXX and LoanCare several times and provided documentation ; however they have refused to resolve the issue. I contacted the settlement company, XXXX XXXX XXXX XXXX XXXX ( XXXX ). On XX/XX/XXXX XXXX confirmed the tax funds were collected at the time of closing and the funds were remitted to XXXX XXXX. As of XX/XX/XXXX, XXXX XXXX and LoanCare have not yet applied the funds. Instead, the XXXX escrow payment has been raised from {$330.00} to {$490.00} per month to cover the shortfall when there should be an excess of {$780.00} in the account.
|
| 09/29/2021 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
This happen back in XXXX of XXXX when my Boyfriend got sick with XXXX. So he was having problems working full time. So I called LoanCare if I could get help with the mortgage and said yeah! We have this plan if you qualify it's a forbearance plan. Yes we did qualify for 160 day 's. Then we where still not doing well on hours from work cause of the covid. So I extended for another 160 day 's. Then we started making payments as of XX/XX/XXXX So I pulled my credit on the XX/XX/XXXX and it was showing I had late payments as of showing XX/XX/XXXX - XXXX XXXX being late and I'm like how if I was on the plan. So I called XXXX spoke this Lady, and she said oh! Sorry I will tell them to email you a letter stating those dates for being late. Cause of the forbearance plan. So then I called again XXXX. Then now he said I'm sorry who gave you that information is wrong we don't do that here. You need to go to your credit report and dispute it. I'm like are you serious. This place is the worst doing business with. They don't give a XXXX about you.
|
| 04/02/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
response to # XXXX.
Dear CFPB.This is what I wrote to you in letter dated XXXXThe XXXX you, they XXXX me, they XXXX Department of Banking , and the giving false information to the their sister company XXXX.A little background.In Connecticut city tax can be in effect only on XXXX XXXX and can be can be raised every 5 yearsWe got big increase in city tax 2 day after we bought home in XXXX XXXX.So next increased in tax can be effect on XXXX XXXX XXXX.So in the 3 quarts of XXXX there was any increased in tax.So this is perfidious and insolent XXXX.They increased tax without any good reason.That true.Also without good reason they increased monthly payment to {$1600.00} from {$1600.00} /previously/.Yes there was an increased in home insurance in XX/XX/2019 but this $ XXXX monthly was included in $ XXXXSoThere could not be any increased in XXXX XXXXThey count this {$24.00} second time by increasing monthly payment from {$1600.00} to $ XXXXSo again perfidious and insolent XXXX.
So LOANCARE and XXXX are perfidious and insolent XXXX.
|
| 01/06/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
We lost our household main income in XX/XX/2016 and got behind.We saved our house 1 time before and had to pay over XXXX dollars to do so as first loancare said you owe XXXX which is way larger amount than our amount of delinquency. We got loans sold items paid the amount. Then they said it wasnt made in time, house was already sent to foreclosure we had to pay another XXXX to get it from there and back to legally mortgage. We almost lost everything we owned cars etc to pay this amount but saved it. Now owe so much on loans we had to save it the 1st time we got behind again this year. Weve offered fo pay 2 months as they are saying 3 are due even if XX/XX/XXXX. Isnt even here yet, but they said theyd refuse them. I'm calling HUD on Monday, but there has to be some help out there with these people. It is every 6 months them doing something mike this to us. Weve tried the loss mitigation with the company they refuse is except the 1st time 24 mo ago lowering our payment by {$20.00}. But that was prior to the job I was at letting me go.
|
| 12/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX, I was unable to pay my mortgage through Loancare for that month. I made an agreement with them to pay the XX/XX/XXXX payment over a 4 month period on top of my regular payment of {$800.00} a month. So for the next 4 months I paid {$800.00} plus the {$200.00} for XX/XX/XXXX being over {$1000.00} on a monthly basis for the next 4 months. During those 4 months it was showing that I was late on my payment every month summing it up to {$50.00} in late fees. When I finished with the payment plan I called Loancare and inquired about this late fee that was accrued while I was on a payment plan. The customer service representative looked into account and confirmed I was on a payment plan and waived the fees.
I still do n't understand why my credit report still is showing late payment when payments were made on time while I was on the payment plan fromXX/XX/XXXX-XX/XX/XXXX. Can you please assist me in updating my credibility by removing late payments during those months on my credit report? It is hurting my score.
Thank You
|
| 11/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
Let this complaint be the proof that I need the CFPB to investigate XXXX and how they are not honoring their legal settlements between them and their clients.
XXXX and I signed a legal settlement on XX/XX/XXXX. XXXX was to send a deletion notice for the months of XX/XX/XXXX and XX/XX/XXXX to all 3 credit bureaus within 10 days of full execution of the agreement ( once both parties sign ). Per the legal agreement, XXXX was to send an update no later than XXXX.
Its been almost three months and they havent sent the update to the credit reporting agencies. The credit bureaus are saying no update was sent to them for the late removal.
We just got turned down for a mortgage, since this late is still on there, and will hold XXXX responsible for damages. I lost the opportunity for a loan due to XXXX ' breach of contract.
I am afraid that XXXX is committing breach of contract not only in my case but also with other customers.
See attached proof of agreement and credit report that shows the late payments are still being reported.
|
| 04/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXX, I contacted the company the processes my loan payments and let them know I was concerned that I might have a problem paying my XXXX mortgage payment. I then asked if I would be able to defer the XXXX payment only and attach it to the back end of my remaining loan. I was told that I might qualify for their " forbearance '' program which is only available in 3 or 6 month increments. After the 3 months all of the money that had not been paid would be due upon completion of forbearance. So now I would owe them 3 mortgage payments and I could either sign up for their repayment plans which they say would depend on my financial situation at the time, OR they could " restructure '' my loan which translates to my having to refinance my home at low market value so they can charge my another several thousand dollars in refinance fees and send their appraisal company a kick back as well. Which is assuming of course that I could even get the house to appraise for what I owe on it in the middle of the looming economic recession.
|
| 02/26/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
My mother XXXX XXXX XXXX has a VA Loan the servicing was recently purchased by LoanCare. She has been making her payment to another company with a tax exemption. She is an XXXX XXXX XXXX XXXX widow. XXXX took over her loan that had a payment of XXXX monthly in XXXX. They recently sent her an escrow statement stating she has an escrow shortage of {$1100.00} and that they are raising her mortgage payment on XX/XX/2018 to {$1600.00}. She has sent the Exemption letter to their office and phoned them on several occasions with no solution. They keep telling her to send it to their Florida office that they do not handle it. I personally sent the Tax exemption letter to all 3 addresses listed on back of her payment letter. The only response she has received is this letter stating they are now raising her payment not reducing it. I have been advised to send a letter to them directly and carbon copy the CFPB on the letter to see if we can get a solution. My mother is old and lost her husband a few years back and does not need this stress.
|
| 07/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I tried to submit a one-time payment on the servicer website. there website seems to be having issues for the last two days and the problem still has not been resolved. I called to get this resolved and the customer service rep is not acknowledging that there is an issue. My payment was due on the XX/XX/XXXX even though I tried to submit online payment on XX/XX/XXXX and XX/XX/XXXX before payment due but the website still is not working. The customer service rep said they will submit an inquiry which customer service rep says can take up to 10 business days to be looked into. By this time, my mortgage will be past due and start collecting late fees/penalties and possibly default etc. I am filing a complaint because I do not believe they will resolve this issue in a timely manner and by the time it gets resolved i could be incurring late fees all because of the mortgage loan servicer website is not working properly and I want to have it on the record that I tried to get this resolved with the loan servicer before it came to this.
|
| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
Older American |
|
Spent two days and about 3 hours trying to pay XXXX mortgage payment to Loancare. Attempted to access online web page only to get 505 error. Waited overnight and attempted to access to make payment still no access. Called and it didn't recognize my SS # which had previously. Was able to use SS # of wife which is odd. But still not able to pay nor access account.
Transferring call to customer service and they wouldn't answer and call would disconnect and happened 6 times over an hour. Finally late in day decided to search XXXX and found group Loancare issues and was able to read over 800 members with issues similar and finally 1 post about a data breach/ransomware that occurred middle of XXXX.
Point 1 - why were customers not immediately notified?
Point 2 - led to believe the webpage updated I added banking information ( which I would not have had I known of breach ) This company owes each customer a grace period and no interest on the balance until the issue is resolved and account protections against loss of personal data.
|
| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
I have contacted Loancare over and over again and asked for a call that is not a generic toll free number and does not go to the right people. I believe that they are ignoring me and have decided not to give me the modified percentage to what the market reflects at this time in an attempt to continue with predatory percentages and pricing. I have sent payments, 4 letters to CEO XXXX XXXX COO and some administrative consumer person asking for assistance. I get generic letters 2 pages long which do not address any of my questions and requests. My interest rate is 4.5 % and we should be able to get it to 2.75 % based on current offers. This is an abuse of their own rules which offers a modified rate program and since my wife and I have FICO scores in the XXXX range we easily qualify. I continue to wait for an answer and an offer but we are not going to wait any longer and will take action if you can not help us. We are also prepared to pay down the existing loan by {$40000.00} to show good faith now that we sold another property.
|
| 06/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Loan Care from XXXX XXXX, Virginia made continuous robot call every other day regarding a call backs and late payments. It was extremely difficult to get contact with real live individual for two reasons : Their time zone is four hours ahead of us and extremely long waiting period up to 2 hours or more before making contact to any live individual. we believe this waiting period is purely ridicules Robot call also always request our last four digit SSN which shouldn't have to be done more than once.
Payments was always on time, but Loan Care collector stated it was either late or insufficient funds in our account. They continuous to charge us late fees and insufficient fund fees. Evidence shows the funds are always available in our banking account. we also have evidence the payment was on time, but it took them a long time to process the payments. I have evidence that I attempt to make payment three different times on the month of XXXX, XXXX. So far I haven't seen any evidence they have process any one of the payment I sent.
|
| 09/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
Complaint Number # XXXX IS NOT CLOSED. LoanCare responded partially with insufficient and incomplete information, they didn't mention when they received the money. So my request is not addressed completely as there is no information on the extra interest I paid, who'll pay me back. I believe CFPB didn't notice my initial request and incomplete response from LoanCare and closed the request by mistake. XXXX accepted lately that they received the fund on XX/XX/XXXX. But it was originally sent to LoanCare ( prior Loan company ) on XXXX XXXX. While sending the money the payoff was calculated till XXXX XXXX, so ideally they will return the extra interest I paid for 3 days ( XXXX, XXXX, and XXXX XXXX ). This information is not available with XXXX. LoanCare never shared that information to XXXX, rather they are mentioning when they sent to XXXX. Why after 14 days? Who'll pay me back the extra money I paid. Called LoanCare Office of the Customer, they did not agree to include that in the response, saying loan is closed from their end.
|
| 05/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX XXXX I was given a loan payoff quote for {$260000.00} good till XX/XX/XXXX.
I sent 3 payments starting on XX/XX/XXXX of {$67000.00}, XX/XX/XXXX {$100000.00} and the last payment on XX/XX/XXXX for {$100000.00}. I sent the payments through online bill pay because the max amount allowed to sent was {$100000.00} thats why I sent 3 payments and also the payoff quote did not specify the money had to be in one lump sum just be there by the XX/XX/XXXX. When the first payment went through they took out {$980.00} in interest. This should of not been done because I already made XXXX payment on XX/XX/XXXX. So they took XXXX interest when they should not of plus theres only 14 days between XX/XX/XXXX and XX/XX/XXXX and the calculation of interest taken is incorrect. I called them on the XX/XX/XXXX and asked why my loan is not paid off and they said they had to forward this matter to another department and can take of to ten days. I called today XX/XX/XXXX and they said I will get a call back from a supervisor and never did.
|
| 03/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I received a notification from my mortgage company, LoanCare which stated that my mortgage payment was not made for the month of XX/XX/XXXX in the amount of {$570.00}. I was able to obtain the cancelled checks for the XX/XX/XXXX and XX/XX/XXXX from XXXX XXXX which had sent the payment to the following address : XXXX XXXX XXXX XXXX.
XXXX. XXXX XXXX XXXX, PA XXXX It is clear to see on the back of check # XXXX on XX/XX/XXXX was deposited into a XXXX XXXX XXXX account. The back of check # XXXX on XX/XX/XXXX reflects the correct account of deposit as XXXX XXXX XXXX XXXX which signifies LoanCare XXXX XXXX.
I forwarded copies of both of these cancelled checks to LoanCare on XX/XX/XXXX and was given a confirmation # XXXX hoping that LoanCare would rectify the problem. I called XXXX XXXX XXXX XXXX, which is a subsidiary of some sort of Loancare, which resulted in a recording informing me to log into my account at www.myloancare.com.
I have gone to my bank and stopped the bi-monthly withdrawals from my checking account by XXXX XXXX.
|
| 12/10/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
We closed on our home XX/XX/2018 and were informed during the closing that in South Carolina we would have to demonstrate to the Tax Assessors office that we lived in the home in order to receive the 4 % tax rate. However, closing costs were calculated at 6 % and mortgage payments would be made at the 6 % rate until the assessor reduced the amount and sent us the final bill. We proceeded and received the XX/XX/2018 final bill on or about XX/XX/2018 and sent it to LoanCare ( attachment : Tax bill ). LoanCare responded XX/XX/2018 ( attachment : First response ). After that response, I called LoanCare who then told me that I needed to submit an Escrow Analysis request in writing which I did ( attachment : request ). I received acknowledgement of the request ( attachment : acknowledgement ). I called to inquire based on their response on or about XX/XX/2018 at which time I was informed that it was not complete yet. I followed up on XX/XX/2018 at which time I was told that an escrow analysis would not be completed until XX/XX/XXXX
|
| 12/18/2023 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
After a thorough review of my credit report, I have identified discrepancies in the reporting of late payments. I am disputing the inaccurate reporting of late payment information on my credit report for closed and settled accounts. The other bureaus were able to update their report accordingly. I am questioning the process of investigation you are conducting that is different from other bureaus. I am seeking your assistance in correcting this matter promptly.
Below are the details of the late payment information that requires attention : XXXX XXXX XXXX XXXXXXXX Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history.
I acknowledge that there were late payments on the mentioned accounts, and I take full responsibility for the delays. However, I want to emphasize that the accounts have been closed and settled. The late payments occurred in the past, but I have since addressed and resolved these issues by closing and settling the accounts in question.
|
| 03/13/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am trying to save my home. I purchased my home and closed on XX/XX/XXXX. I made the first 3 payments with XXXX XXXX XXXX. I was then transferred to XXXX XXXX. The COVID-19 pandemic hit at the same time and I was unable to work. XXXX XXXX advised me to go on to a forbearance. They explained to me that I was protected by the CARES ACT and would be fine. It would not effect my credit and they would fix when the forbearance was over. During the pandemic my loan was transfer again for the 3rd time in less than a year. My new servicer was XXXX XXXXLoan Care. Once I was getting back to work in XXXX I contacted Loan Care to resolve. They advised me to apply for a modification. On XX/XX/XXXX Loan Care told me I was DENIED and had to pay them {$26000.00} IMMEDIATELY. I was shocked and I am now facing a foreclosure on my new home. My loan has been transferred 3 times in less than a year by servicers who complete mislead me and lied to me about getting help. I believe I am a victim of predatory lenders and I need help to save my home.
|
| 04/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We were approved for the Florida Homeowner 's Assistance Fund program. The program is paying for our mortgage payments between XX/XX/XXXX- XX/XX/XXXX. I can see in the online portal that the XXXX payment has been received, but it is sitting in unapplied funds and not applied to our loan. We are receiving letters stating that we are two months behind on our mortgage, even though the funds are just sitting there. Whenever I call, I am told that the problem will be corrected and our account will be brought to good-standing, but it has not been resolved after multiple attempts. Now our escrow account is a mess because XXXX XXXX is doing an escrow advance to cover our PMI payments, since the escrow funds from our mortgage payment are just sitting there and not being sent to the escrow account. Please help us fix this error.
Also, as of today XX/XX/XXXX, XXXX XXXX is stating that they have not received the XXXX payment from the Homeowners Assistance Fund. HAF confirms that they mailed the payment on the XXXX, as they always do.
|
| 04/01/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I submitted my XXXX payment to loan care servicing on XX/XX/XXXX, their recorded system said it posted on the XXXX. On XX/XX/XXXX they sent me a letter indicating that they had not received my XXXX payment. This is the third occurrence. They responded to a previous complaint that my payments were received but I'd called and requested that a payment be returned to me which caused the late payment notices. This was not true, and they have been asked to provide a copy of the check that was returned to me as well as the address it was sent to. I have not had any late payments and have sent them a payment history and they continue to send late payment notices. Late payments may effect a consumers eligibility for some loan assistance or forgiveness programs negatively. Their reporting of late payments when in fact the payments have been received and processed on time must stop immediately. Several attempts have been made to contact them to no avail. Their customer service is not available, only the recording of payments received.
|
| 07/17/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My mortgage transferred from XXXX XXXX XXXX to XXXX XXXX effective XX/XX/2018. XXXX made my last bi-weekly payment of {$530.00} towards principal instead of a payment ( documents to show proof ). This caused my mortgage to be delinquent with Loancare in the amount of {$530.00}. I have called to correct this issue several times. Most recently I have talked to XXXX XXXX and XXXX on XX/XX/18. I also called on XX/XX/18 to resolve the issue and talked to XXXX. XXXX transferred me to leave a voicemail for the supervisor, XXXX XXXX. I have never gotten a call back from ANY supervisor or any other CSR. I have also emailed documents ( bank statement and mortgage payments ) on XX/XX/18 to help correct the issue. As of this statement, The principal payment of {$530.00} has not been corrected to a regular monthly payment and I am still showing delinquent for XX/XX/XXXX payment. I have paid on time every month but now I am being charged a late fee because of this issue. Loancare has done nothing to help me fix this issue. Please help.
|
| 12/27/2017 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I made my XXXX/XXXX/XXXX mortgage payment to Loancare. I then requested a payoff of my mortgage through XXXX/XXXX/XXXX. I then refinanced my mortgage with XXXX XXXX on XXXX/XXXX/XXXX and the payoff applied to my Loancare mortgage on XXXX/XXXX/XXXX paying everything in full.
On XXXX/XXXX/XXXX Loancare took an additional {$52.00} PMI from my escrow account overage that was getting ready to be cut to me as it was overage from my payoff.
I called Loancare and all they can tell me it was taken Bc PMI is paid in arrears but my argument is this additional PMI was included in the payoff through XXXX/XXXX/XXXX. They said no it is never included in the payoff. ( This makes no sense to me, Bc why do I even request a payoff if they have extra hidden fees ) they said they ca n't help me anymore and to send in a written request.
I have only had problems with them since XXXX transferred to them. If you can please help us as I feel like we are getting fleeced an extra {$52.00} on top of the payoff we paid to them.
Thanks XXXX XXXX
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| 09/03/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XXXX of last year I got insurance of my home. The mortgage company XXXX sent a check for the payment in amount of $ XXXXThe check never reached my insurance co.so I called XXXX and they issued another check which did get there. The first check went back into my escrow on XXXX XXXX. In XXXX my mortgage company was changed to Loancare . In XXXX of this year XXXX sent a request to Loancare for {$1000.00} for an error in XXXX of XXXX. Loancare sent the money leaving my payment that was auto withdrawn for XXXX short. Which made my payment late because I did not learn until later that this money was taken. I have been calling so many times to find out what was going on. Each time I called I received different answers. I called today XX/XX/XXXX and XXXX told me that the money went back into my escrow on XXXX XXXX. They said they would never call another company for the money. Today Loancare said they did get the money. I don't know what is going on and would appreciate anything that you could do to help me resolve this issue.
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| 06/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our insurance is escrowed in our mortgage payment. Loancare did not make the insurance payment ( to XXXX XXXX ) and the homeowners policy expired leaving us uninsured. Our house was hit by lightening after Loancare let the policy expire. So we now have a claim and Loancare will not provide the same coverage we were paying them for ( through XXXX XXXX ). Furthermore, Loancare is only insuring our dwelling and because we have an open claim we can't get our own insurance policy to cover our personal belongings and we are not insured if anyone injures themselves on our property.
The homeowners insurance policy expired on XX/XX/19. Lightening hit our house on XX/XX/19. From XX/XX/19 until XX/XX/19 we could not get any information from Loancare. Just that it took them that long to get us a policy for our dwelling only.
XXXX XXXX a manager from Loancare said that it was not their fault that the insurance policy expired because they claim to have reached out to XXXX XXXX company but the insurance co wouldn't release the policy.
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| 12/05/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I contacted Loancare regarding a loan modification request. The company sent me correspondence with the modified loan amount and said that I had to contact them to accept or make a payment by XX/XX/2023. I immediately started to contact the company on XX/XX/XXXX and have tried to call them every business day since then. The few times that I was able to speak to a representative, I was told their systems were down and they couldnt answer any questions. Today I received a bill for {$3800.00} which is at least twice the amount of my normal payment and the statement said the payment was due XXXX. I am not late in my payments. Of course, I tried calling several times and was unable to reach anyone. I couldnt have a payment because their website has been down. I just have questions about the statement that I received today because the amount scares me. Also, I would like to know if I have my normal grace period for mortgage payments with the loan modification. I have even sent a letter by email with my concerns with no results.
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| 09/22/2021 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage had an escrow analysis XX/XX/XXXX based off the incorrect tax amount. I was told about this change in XX/XX/XXXX. My payment went from {$950.00} to over {$1400.00}. I went to my Controller office and they said the exemption fell off. They corrected the error and once I received the Certificate of Error I gave it to Loan Care. Ive called twice a week to have the escrow analysis update. No one is willing to help me. Ive been told no one speaks to that department not even the customer service reps. I would like for someone to resolve this conflict with XXXX and/or Loancare. I paid the agree payment of {$950.00} every month even during the entire forbearance period. This ends on XX/XX/XXXX now they are saying I am in the hole for {$10000.00} and the options they are giving me is to refinance or 2nd mortgage. They are offering this based off a false number. My taxes didnt change and the escrow analysis department refuses to make the corrections. I need someone to effectively explain to me how and why this happened.
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| 09/16/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Hi, My name is XXXX XXXX and I am disputing a late payment that is reported on my credit file from Loancare Servicing. My credit report reflects a late payment on my prior mortgage on XX/XX/2021 ; however, this is incorrect. I paid off my home in XX/XX/2021 so there should not have been any reporting of a late payment under my account. I am asking that this past due/late payment be removed from the Loancare Servicing account ( Reference To : Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, TX XXXX ) immediately as it is impeding my eligibility in being considered for the purchase of a new home loan with the lower interest rates offered in this current market. I would really appreciate it if this inaccurate report be revised at your earliest convenience. I have attached copies of supporting documentation for my request.
1. Credit History from Loancare Servicing 2. Payoff Letter from Loancare Servicing Thank you, XXXX XXXX SS # XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX Email : XXXX Cell : XXXX
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| 05/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been trying to get some assistance from Loan Care and they will not return my call. I wrote them a letter on XX/XX/2020 regarding my XX/XX/XXXX mortgage payment. Funds in the amount of {$2500.00} left my bank account on XX/XX/2020 and they never applied them to my mortgage balance. When I discovered this I made an additional payment over the phone for {$2500.00} on XX/XX/2020 because they said if I did not I would be reported as delinquent to the credit bureau 's.
I received a letter back from them on XX/XX/XXXX through this website still insisting they did not receive my payment and requesting proof of payment from XXXX ( my bank ). The letter was signed by XXXX XXXX at XXXX ext XXXX. I left him 2 voicemails asking if he would please provide an email address so I could email him the proof of payment from XXXX. I have not heard back and I just don't know what to do at this point. I would like my additional mortgage payment returned to me.
Any assistance you could provide in this matter would be appreciated.
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| 03/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I am filing a complaint against LoanCare regarding an account that has been under dispute since XX/XX/XXXX. I have sent indirect disputes to the credit bureaus and a direct dispute to the creditor. Unfortunately, I have not received any response from LoanCare. I have attempted to dispute the account three times, with the most recent attempt being on XX/XX/XXXX. Each time, I did not receive a response.
My dispute pertains to an inaccurate 30-day late payment that was reported in XX/XX/XXXX and XX/XX/XXXX. I had previously spoken with a LoanCare representative about an overpayment issue on this account. The representative confirmed that my account would be taken out of auto-pay to apply the excess payments and would automatically resume afterwards.
However, due to an apparent error by LoanCare, the XX/XX/XXXX and XX/XX/XXXX payments were reported as 30 days late. I strongly believe that this was a mistake made by LoanCare and that these errors are negatively affecting my ability to qualify for new lines of credit.
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| 05/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been sending documents from XX/XX/2018, to XXXX XXXX for a loan modification or workout or some kind of help so that I would not lose my home.
We sent at least 15 packages to XXXX, before they gave the loan servicing to Loan Care.
Before XXXX gave the servicing to Loan care they pretended that I was approved for a loan modification. I waited and then Loan care came into the picture.
WE sent the same documents to Loan care at least another ten times and now they have sent me a denial for a loan Modification : Reason - Max amount that can be modified by XXXX/LoanCare.
I was never notified of any max amount for my loan to be modified.
I have been sending in documents continuously to save my home.
If there was truly a max amount and my loan could not be modified because of it why was i not notified before?
All of the workers gathering documents never once said a reason that I received in the denial letter.
There are some very serious issues going on with XXXXLoan Care with the servicing of my home loan.
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| 11/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Today 's Date is XX/XX/XXXX We paid-off a Conventional mortgage loan on XX/XX/XXXX. There is a XXXX balance but the lien against our property has not been removed since XX/XX/XXXX. We can not sell or get a HELOC loan due to this ongoing problem with LoanCare. My husband and I have called LoanCare for the past 3 months trying to get them to remove the lien against our property. They acknowledge they need to correct a document ( for some reason they don't know details to explain to me ) and resubmit it to XXXX County Register of Deeds. This has yet to be resolved Since XX/XX/XXXX. We get the same exact excuse every time we call LoanCare.
I have logged onto XXXX County Register of Deeds every day and there is no Cancelation, so the lien is still against our property as of XX/XX/XXXX.
We will take legal action against LoanCare soon because we have given them more than enough time to resolve this problem. A lien against our property for a paid-off loan is very serious and requires immediate attention and legal action.
|
| 03/09/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Upon a surprise transfer of my loan in XXXX, I contacted LoanCare to make a principle only payment and have my escrow account closed and have escrow stopped from my loan payments. I followed their instructions, went online and made a {$10000.00} principle only payment. At that time the statement said my first payment was due XX/XX/XXXX. I then wrote in, requesting my escrow account be closed.
I only received a credit for part of my principle only payment, {$8000.00} instead of {$10000.00}, and because I had set up automatic payments, they have debited more payments than were due. They have also continued to debit escrow payments despite my written request that it be stopped.
I have attempted to contact them and have not been able to contact a human to help. Written requests have not been answered. XXXX has also attempted to contact them on my behalf to no avail.
I am paying interest on principle that I have paid down, extra payments have stolen from my bank account, and they have ignored all of my communication.
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| 12/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
|
mortgage company will not take my payments stating payments were being made, I requested they take my normal payments as the payments were not made by me. The payments credited to my account pushed my payments to XX/XX/XXXX. As to date they still have not taken my payments, I have called and written several times, every month since the beginning of my loan in XX/XX/XXXX of this year.
My credit report states differently and it now states I am over 60 days past due. I have not been able to make the company take my payments although they confirm my payment information and method.
I have not been able to find an attorney to help me as I am deaf, they refuse to assist telling me to get an interpreter but that is before providing me a date or time to discuss the matter with them. ( I can only be contacted via email or text to my phone but I can make outgoing calls. ) I have 2 of the 4 due payments and requested the mortgage company to extend me 2 months to bring my account to date.
Documentation can be provided.
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| 11/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
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|
Web |
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The XXXX Loan Care website has been consistently down for over a week. The app does not work either. I have screenshots as proof. Because of this, I am not able to make my mortgage payment and I find it unacceptable and will be challenging Loan Care legally if late payment is reported to credit bureaus. I tried calling and was disconnected several times. I was able to make a payment on the phone, but the website does not reflect this nor did I receive a confirmation email. Now I am worried that the website and mortgage provider has been hacked. My payment was due on XX/XX/2023 and I have been trying over and over to pay it all month especially the last week with no luck. I can not connect with a representative at LoanCare as when I select this option, the call auto disconnects. The website is full of errors and messages that say " oops something went wrong '' or " error try again later ''. I literally can not make my payment and I am now approaching 30 days late. This isn't fair and certainly should be illegal.
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| 01/01/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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My mortgage has been sold several times since our purchase of the home in XX/XX/2022. The last payment we sent in XXXX was to XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX # XXXX XXXX, GA XXXX XXXX. My point of contact at XXXX XXXX Mortgage has been XXXX XXXX. On XX/XX/2022 I received a letter from XXXX XXXX XXXX stating my loan had been sold to XXXX XXXX XXXX and to send payments to XXXX XXXX XXXX XXXX XXXX, VA XXXX. Also on XX/XX/2022 I received a letter from XXXX XXXX XXXX XXXX stating they want my payment and to mail it to XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ; Payment due XXXX XXXX. I immediately picked up the phone and called XXXX XXXX to ask if the company was LoanCare , LLC or XXXX XXXX XXXX XXXX XXXX. I got her voicemail so left a detailed message and asked her to call me back. I called XXXX again on XX/XX/XXXX, and once again got her voicemail. I refuse to send a large mortgage payment to an unverified source. Please help me determine who is the owner of my loan and where I should direct my payments.
|
| 12/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My house loan contract says if I can pay of mortgage to 20 % of loan value the pmi will be cancelled as long as the the house was accessed to not drop below value. I saved all year to get to this point. I have requested and sent them XXXX $ fee for bpo as they requested. They sent me back an email saying that they refused to even evaluate or to remove PMI because I had not done significant upgrades to the house. Nowhere in the contract is anything mentioned about upgrades. I think this is dishonest and basically theft. The loan is managed by loancare. This is the last email I was sent " Unfortunately, we will not be able to proceed with your request. XXXX XXXX requires significant upgrades in order to proceed because your loan is under two years old. I have attached their guidelines for you to review. You may have to copy and paste if the link if doesnt open. Please be advised that once the loan is two years old, the list is no longer required to proceed. You will be refunded the {$100.00} paid for the BPO. ''
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| 05/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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Beginning of XX/XX/XXXX we were on a 6 months forbearance program due to pandemic, later in XXXX we continued another 6 months of the program. However in XXXX we filed for modification. We got approved in XX/XX/XXXX with the modification. We were not notified with the modification approval or received any paperwork.
On XX/XX/XXXX the XXXX company called us and advised us that we are required to do a payments for the months of XXXX in the amount of {$4800.00}. We made a payment via phone to this company for the exact of {$4800.00}. This payment was taken from our bank and we have the bank statement to show the proof of payment. However till today XX/XX/XXXX the payment has NOT being posted to our account. We tried to solve this issue with this company for over a month and half, with several phone calls and yet this issue has not being solved.
We resumed our normal payments. But {$4800.00} has not been posted, we are getting charged with interest on this and also getting multiple delinquent calls harassing us.
|
| 07/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
LoanCare applied the mortgage payment for the month of XXXX and XX/XX/2018 to the wrong loan # and filed a late payment report with the credit agencies causing my credit to drop substantially.
I contacted LoanCare and addressed the situation by providing the requested documents ( proof of payment with a bank letterhead showing the debit on the bank as well as the transaction numbers for confirmation ).
I have contacted LoanCare multiple times ( Emailed 3 times to follow up, called 3 times ) and they have not applied the payments for XXXX and XX/XX/2018 to loan.
During the most recent phone call, I was specifically told that my situation is being elevated to a supervisor and I would be contacted via a phone call in a couple of hours. It has officially been a week and I have yet to receive any correspondence.
This company has made this mistake two separate times now ( promising contact for a resolution and not following up ) and have been completely unprofessional. I recommend you avoid them if possible.
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| 04/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Under federal rules, a lender can collect enough escrow funds to cover your annual bills, plus two monthly payments, plus {$50.00}.
My total disbursements were {$6600.00} the total in my escrow was {$11000.00} that is 69 % higher then needed.
Average payment is {$510.00} x 12 = {$6100.00} Plus tow additional payments {$510.00} x 2 = {$1000.00} Plus {$50.00} Total should be {$7200.00} They are exceeding the allowed Federal amount by 55 % or {$4000.00} Even in the attached scan I submitted they state the lowest monthly escrow balance should not exceed {$1000.00} but the actual lowest I ever got was {$1000.00} I called my escrow company and explained the situation, they said there is no one I could discuss with it directly but they would file a report and if approved the would reduce the next escrow payment and if I did not see a reduction then my request is rejected and I would receive no call back or notice.
I received waited two statements and not only did they not reduce the amount they increase it again.
|
| 04/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage was transferred from XXXX to LoanCare. In the process, I started making payments twice per month : one " push '' that was sent from XXXX to LoanCare and XXXX " pull '' that was drawn by LoanCare from XXXX. It took me a while to discover it, and I requested a refund from LoanCare in XXXX for 10 payment periods. I supplied LoanCare the evidence of overpayments that they requested, and then they rejected the evidence without telling me. When I called back ( several weeks later ) to find out the status of my refund, they said that they needed different evidence -- more paperwork. I did the paperwork, and then they approved the refund. Then they claimed that they sent the refund of 10 checks overnight, but I did not receive them. Then I called back again, and they said they could not figure out where the checks went. They said that they were going to have to investigate it prior to sending me the refund -- which is a process that will take over a week -- another week that they're holding onto my money.
|
| 02/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
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Loancare is reporting an erroneous late on my credit file and it must be removed. Back in XXXX I received a letter from Loancare that my mortgage was being transferred to XXXX to be serviced. I made XXXX payment with Loancare and they closed the account and were supposed to transfer all the account information to XXXX. On XX/XX/XXXX I got a call from XXXX that my mortgage payment was past due. I let them know that I had made the payment with Loancare but XXXX notified me that they had not received any of that information. To be safe, I ended up making XXXX payment again with XXXX and decided to pay XXXX payment as well to avoid any mistakes. I thought the account was taken care of and closed successfully. However, I recently checked my credit and noticed that Loancare is reporting a late for the month of XXXX?! This account was closed and is being serviced by another company that they chose to do! Loancare has not been handling this well and even made me make XXXX payment again because of their incompetence.
|
| 04/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I really need your help urgently. In the nutshell, my current mortgage is with XXXX ( known also as LoanCare, going forward I will go by name XXXX ) and my monthly mortgage payment is extremely high. With XXXX XXXX it became very difficult to pay for the mortgage. I have secured a refinance commitment from XXXX XXXX XXXX and they are willing to refinance my loan and reduce mortgage payment significantly. They have reached out to XXXX and asked to send XXXX documents ( collateral file ). XXXX has told the bank that they will send the documents out in 3 months which is astonishing. XXXX XXXX XXXX has locked the rate and they need to close in two weeks. XXXX does not want to cooperate and they hold me hostage with my loan. I will not be able to pay higher mortgage payment for the next three months. I have reached out to XXXX and asked for help, but their customer service rep stated that they are helping other customers and will not send any paperwork within 3 months. I am hopeless and speechless. Please help!
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| 10/05/2021 |
Yes |
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- Trouble during payment process
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Web |
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Please see also my complaint XXXX Today I received a letter from MyLoancare, accusing me that I missed my XX/XX/2021 mortgage payment and was threatened that Myloancare would report missed Payments to the major credit bureaus.
I a phone call with the Loss Mitigation Team from MyLoancare on XX/XX/2021 at XXXX XXXX I was assured that I am on a approved Forbearance plan and that my next payment would be due on XX/XX/2021. I am very worried, that I loose my house and that their reporting ruins my credit score.
I called several times and sent around 20 emails. I always get a standardized answer that my email was forwarded to their " Specialists '' and I would get an answer soon. I never - ever - received and answer. I don't know what to do anymore, this company never answers.
On XX/XX/2021 I checked my account on their website and i could see my Forbearance plan and that the next payment would be due on XX/XX/2021. After receiving this threatening, intimidating letter today, I checked again and it was gone.
|
| 09/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
|
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Web |
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I have received a voicemail stating LoanCare has attempted multiple times to contact me in regards to my issue. This is the first voicemail I have received regarding any issue. I had previously requested a copy of all corespondent, both verbal and written, that the company would have recorded. I have yet to receive that information. I have been on the phone for over an hour now and have spoken to 6 different service representatives in an attempt to return the call as the two numbers provided in the voice mail are a non working number and the number for their front line customer care respectively. There is no option to input the extension number provided when contacting the front line customer care center. The initial complaint they are leaving the voicemail for was for a complaint regarding an incorrectly recorded forbearance end date and auto pay issue. I have been on this last call, having been escalated to the front line representatives manager, for over 40 minutes now, the majority of the time on hold.
|
| 09/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
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I am writing to request a correction of an error, whereby my account was penalized with late payment for the months of XXXX & XXXX. Because of current global health crisis & being furloughed from work, I elected to use the forbearance program, which enables people to defer their payments for up to 180 days. In my case this period wouldn't be ending until the end of XX/XX/2020. In addition the property that the mortgage was held for XXXX XXXX XXXX XXXX, XXXX NY was SOLD in XXXX as my attorney ordered a pay-off and closed in XXXX ; therefore, the property was longer under our ownership.
Please make the necessary corrections by deleting all late payments against my credit report IMMEDIATELY! You made a wrongful error against myself, since NO payments were late or required to be made as stipulated by the forebearence Program. I value my name like my credit. So I urge you to rectify this unnecessary error ASAP!!!
Loan Care is known for doing bad practices of this nature. If this matter is not rectify ASAP!
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| 08/06/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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Web |
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On XX/XX/2018, I received a payoff fax for a home equity line of credit which I requested from LoanCare. I sent a check for the amount stated on the fax to pay off this home equity line of credit. LoanCare cashed this check on XX/XX/2018.
Presently I have not received a cancelled promissory note, a mortgage release, a recorded deed of reconveyance, and final statement that the loan has been paid in full.
On XX/XX/2018 I have called LoanCare as to the status of the paid off loan and the items mentioned above. At that time, the speaker could not trace the check and did not seem to know what happened. I was told to email a copy of the check as LoanCare would look into this and call me back. I emailed the attached items, and still have not received a call back or email as to the resolution of this.
XX/XX/2018, I emailed LoanCare again through their website contact page and still have not heard from anyone there.
LoanCare, however, is still sending me billing notices. I would like this resolved quickly.
|
| 05/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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Loan servicer : XXXX I submitted a complete loss mitigation application on XX/XX/22 My application was assigned to a single point of contact ( XXXX XXXX ) and, per the attached letter, I was told I would be contacted within 5 business days to discuss the status. I never received ANY follow-ups regarding my application.
My online account does not contain any information about the application decision.
On XX/XX/22 I called XXXX to inquire about the status, unsuccessfully attempted to reach my XXXX, and was put on hold for over 30 minutes.
When another customer service rep finally answered, she reviewed my account and told me the application had been denied. However, she could not tell me why I was denied nor whether I could appeal the decision as none of those documents had been uploaded into the system of record.
Notwithstanding XXXX XXXX and XXXX XXXX XXXX violations, on its face it appears that the company would prefer that the account go into default rather than working with me on a resolution.
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| 03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Back on XX/XX/2020 I send in additional PRINCIPLE ONLY payment of {$45000.00} which XXXX XXXX XXXX mis-applied to future monthly payments. Only after previewing the payment history I made contact with XXXX which did admit fault and finally did a reversal on the payments and re-applied to the principle payments only. XXXX for some reason canceled my auto-pay monthly payment setup and received a foreclosure letter in the mail that I was two month delinquent which I promptly got current. Meanwhile the supervisor at XXXX promised me that he would talk personally to their credit dept to make contact with the credit bureaus to make sure my credit score was not effected just because of their fault. I checked with credit and I had a high XXXX credit rating and my wife XXXX credit rating which now is low XXXX 's and cant get anyone at XXXX to make the correction. I had been dealing with a XXXX XXXX XXXX XXXX ID No. XXXX ) at XXXX that had made the promise he would hand walk their mistake through, which he has not.
|
| 07/08/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I've recently refinanced my home and learned that my homeowners insurance was never paid by my mortgage holder Loancare ( XXXX XXXX XXXX ). My Loancare statement indicates my escrow account disbursed {$2000.00} on XX/XX/2020. I've been in communication with my insurance company ( XXXX ) and they discovered a check ( # XXXX ) was written by Loancare inthe ammout of {$62000.00}, likely a batch payment, to XXXX on XX/XX/2020 however this check was deposited back into Loancare 's account and never actually sent to XXXX nor was the disbursement reissued to my escrow account. I have been on the phone with Loancare several times, spoken with three individuals from their insurance team, each time getting different information with no resolution. I requested to speak with supervisors or directors with no cooperation, including a call back request being ignored. My {$2000.00} seems to have disappear but it has to be somewhere. I don't know if this is incompetence or fraud on the part of Loancare. Please help. XXXX
|
| 12/15/2017 |
Yes |
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This loan services fraudulently and keep my escrow refund for almost 4 months now, for {$910.00}, and they removed the {$94.00} out of my total escrow refund, since 4 months, they told me, that they will overnight it, and until now I did not received it, they should increase the money Im inspecting, there Cash department, had some fraudulently practices as well and they never do there jobs, this institution should be investigated, they are using my money, and fraudulently hold my escow refund, there supervisors did there part, but the manager did not do any action of this matter, they never called, me I Know that you are helping a lot of consumer, and I hope that they will be investigated, for fraud practices, delaying the refund, then used to there account. For four months i spoke to ID XXXX, XXXX, XXXX, XXXX, XXXX, and the answered are all the same overnight, and its four months now, I never received the escrow refund, and, there practices is hold my refunds, and used and invest to there other account.
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| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Our XX/XX/XXXX payment was sent electronically by our bank as always BEFORE the first of each month since XXXX when we purchased this home in Nevada. A month later It STILL AS NEVER POSTED TO OUR ACCOUNT AND we received a late notice about this payment. We had to make an additional XX/XX/XXXX payment so we wouldn't be charged a late fee and to keep this information from posting to our excellent credit rating. Our mortgage has changed hands three times starting with XXXX, LoanCare, and now with XXXX. We are so frustrated with this company and can not get anyone to credit our payment. ADDITIONALLY we want our interest adjusted accordingly since the payment was sent AND received by XXXX XX/XX/XXXX. The amount of time we have spent on fixing THEIR PROBLEM has been unbelievable waiting on hold to speak with someone ONLY TO BE TRANSFERRED to another department and put on hold a second time!!
Customers should have a say who they want to take over their home loans NOT THESE SHODDY so-called mortgage companies.
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| 06/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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As part of the CARES act, I submitted a request for forbearance on XX/XX/2020 with my loan servicer, Loancare, part of XXXX. The email confirmation said to expect a response within three days ( see attached ). As of XX/XX/2020 ( 42 days later ) I still hadn't heard a response. I tried filling out the application again since I was now coming up on the second mortgage payment since I initially applied. Still no response.
On XX/XX/XXXX, I used Loancare 's web-based form to request a response from customer service. As of today ( XX/XX/XXXX ) I still haven't received a response to either the application or the email. I tried calling as well and used their automated system to request a callback. Their system said it would be approximately a 10-minute wait. Six hours later I'm still waiting for a call.
Clearly this is unacceptable and, while I'm sure they're inundated with requests, 2-months to respond to cases of financial hardship is simply unacceptable. Please help me get a response.
Thanks, XXXX XXXX
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| 03/29/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I was laid off from my job. I remain current on my loan and applied for Forbearance in XX/XX/XXXX and was approved until XX/XX/XXXX. On XX/XX/XXXX, my home was flooded during the snowstorm in Texas, my home was not assessed by an adjuster until XX/XX/XXXX, and on XX/XX/XXXX, I contacted Loancare to start the claim check endorsement process. On this day, I learned that Loancare has my account listed as delinquent and must be monitored which requires several steps as opposed to me be current and no additional steps are required. Since then, I have called the claims, collections, and customer service departments to update my records on the insurance claims side of Loancare.
It is my understanding that when you apply for a Forbearance, you are protected from these negative tactics. It should not take 10 business days for a company to update their internal records. this is my second complaint against this company, it seems as though their ultimate goal help you get into a delinquent status.
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