Date Received: 2021-08-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08865
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I request the removal of my PMI on my loan ( {$220.00} monthly ) from my lender. I has been trying to contact my lender, but after I sent certificate letter on XX/XX/XXXX, and I have proof of Federal Mailing office that they received on XX/XX/XXXX, and by E-Mail and phone calls, I do not have any answer yet. By Federal law if I owe the lender under 78 % of the LTV of my property they have to remove my PMI. Lender Name : Loan Care aka XXXX. XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX Need your help because the lender do not respond. Loan # : XXXX Address : XXXX XXXX XXXX, XXXX XXXX Phone : XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company continues to harass us that our mortgage payment is past due. They also responded to a previous complaint on XX/XX/21 that our issue has been resolved, but it has not! ( see attached ). We have been dealing with their extremely poor customer service departments/escalation departments/management, and extremely poor follow-up for over 2 months now- and the issues still exist! They have never called us back like they stated they would and they continue to provide erroneous information to the credit reporting agencies and the organizations investigating these issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear sir/madam, Due to the pandemic, I lost my XXXX XXXX and I fell behind my mortgage payments.The lender offered a loan modification which I accepted, it was signed notarized and return but they claimed that they never received it so they cancelled that offer and asked for the full amount due. Eventually they started to accept payment and I'm paying extra every month but it is a hassle to find someone to accept the payment. Today XX/XX/2021 I tried three times with a long waiting period and no one to accept my payment I also found out that my last payment is in suspense. This is so difficult and frustrating and I'm looking for help to get it solved, I would greatly appreciate if someone can help me, Thank You.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There is an active account on my credit report which is not correct. Loan care servicing shows that I have a {$500000.00} loan with them and my account is current and I have been paying them every month. They say XXXX XXXX XXXX never informed them that my loan was sold to another company. Right now my Credit report shows two loan for the above amount. I called them a few times and each time they promise to take care of it and nothing happens. They told me that this account was closed in XX/XX/XXXX but still shows on my credit report as open account. I asked for a letter that states the statues of my account and they told me they will send it in 48 hours, it has been a month and I haven't received anything from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, Im having a horrific time with multiple calls to arrange payments. I had paperwork notarized by my attorney and submitted paperwork back in XXXX. Autopay was never set up and I had to call to figure out why. I made a payment for XXXX and XXXX per my conversation in XXXX with one of your employers. The XXXX payment was sent back. I received letters Im late etc. Im not late this is your issue. I call every week and am currently on hold for over 20 minutes to speak to a supervisor. I see a Class Action Suit filed against Loan Care. Multiple complaints exactly the same as mine. Similar stories are posted on XXXX website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30067
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A