Date Received: 2021-08-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My escrow increase my payment in XXXX and the lender 's notification was late. When I was past due, they put my partial payment in suspense and did not notify me of late status even though they have my cell and email. When I received XXXX bill, I immediately called and provided an echeck payment and was told it wouldn't be late and they would waive late fee. They didn't process the payment and reported it late to all credit agencies. When i called back again, they stated payment did not go through and they should have called back. I made payment again and they processed it. They still reported me late and I need all 3 credit reporting agencies updated that payment was made and it's not late. My credit was reduced by XXXX points because of this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78750
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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 ) ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75119
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I feel that loan care has mis-reported my payments. I have paid every 30 days so if there was a late payment, there would never have been a time that there was a payment more than 30 days late. Also when the make up payment was received in XX/XX/2020, there were no instructions to apply to principal - and if that were a standard, then why wouldn't every underpayment have been applied to principal. There was never a late notice or phone call on this account, but there are notices on my other loan care loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85044
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was emailed in XXXX that my forbearance was coming to an end, I called Loan Care, explained my situation and they suggested an extension. The service member put the request in for me for an extension, and said I Should have a decision within 3-7 business days. I never received a decision. What I got was notification that now I am in Foreclosure! Why? How did this happen??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A class action suit was settled on behalf of many mortgages with LoanCare/XXXX. I was apart of the suit and was informed by the attorney representing, XXXX XXXX, the following : " A settlement was approved that provides complete relief plus interest to all FHA backed mortgages where Loancare assessed a late charge based on Principal, Interest, Taxes, and Insurance ( PITI ) instead of just Principal and Interest ( PI ). LoanCare will be correcting every account and automatically crediting any amounts paid. All class members whose mortgages are no longer serviced by Loancare will receive a check in the same amount as the amount Loancare would have credited their account if they had still been the servicer. '' I have reached out to loancare to understand in what manner I will receive this and they have yet to respond. I am entitled to the proceeds of this and would like documentation, as I requested, that shows the dollar amount to my mortgage and how much I am entitled to as a result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95330
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97267
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A