Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX at XXXX XXXX I spoke to XXXX to let him know my payment online had processed from wrong bank account. This was the second time and I changed account # s but it keeps defaulting to old account. My payment is always made before due date and I dont know to fix. He said it was my fault not theirs and hung up on me. He did not help me process a new payment or help resolve the two returned check fees I would be charged. Spoke to supervisor XXXX who told me the first {$25.00} return check fee had already been paid- possibly from the last principal payment I made. I asked him to reverse but said it was not possible to submit research request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 refinanced mortgage and LoanCare/Service Link was paid off. I and new mortgage company have tried to get them to release the mortgage, but to no avail. They do not respond. Its been 6 months which is clearly a violation of the fact act. We are getting fed up with non action to take care of this. Hope you can help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68601
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan care did not credit my account in the amount of {$1000.00} that was transferred from my XXXX XXXX account to Loancare on XX/XX/XXXX ( for credit toward my principal ). I have had multiple telephone and email contacts with Loancare. I have emailed Loancare copies of all bank transfer records. On XX/XX/XXXX, Loancare emailed me that my complaint would be forwarded to a team of specialists. Since that time, I have received no further communication from Loancare and the {$1000.00} has not been credited to my account/applied toward principal. On XX/XX/XXXX I sent a Priority mail letter via XXXX to Loancare, per the complaint format on their website, detailing steps Ive taken to resolve this issue. I have received no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36608
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 30 year mortgage pd in full XX/XX/2021 still have not recid pd contract back and have been told that would take 60 to 90 days.all i am looking for is the original contract marked pd in full. i I have been billed and i have issued my payment chks to XXXX now I am informed that the mortgage is thru loan care of the same address and was directed to them, and was told by XXXX that the pd documents would take 60 to 90 days to reach me when I spoke to XXXX supervising manager employee # XXXX he informed me that if I wanted these documents I had to request them in writing? All I am looking for are my contracts back marked pd in full. Loan Care XXXX XXXX XXXX, XXXX XXXX, Virginia XXXX. Thanks XXXX XXXX XXXX XXXX XXXX XXXX Ct XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06790
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 736XX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06340
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A