Date Received: 2021-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: All 3 credit bureaus have information that is incorrect. We bought a house. The first XXXX XXXX company transfers it to a second XXXX XXXX XXXX who then transferred it to a third LoanCare and they transferred it to a fourth XXXX XXXX company. which is the company that we pay our mortgage to. The third company reported to the bureaus that we paid it off. and reported 0 balance. Somebody there reported it as being delinquent and our score was dropped 108 points. we asked Loan care to delete the report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare LLC holds my mortgage for Condo in XXXX XXXX, NC. Every year I have to provide proof of Flood Insurance ( Flood Insurance is obtained by our Owner 's association & renewed yearly ). This year I provided proof of Insurance on XX/XX/XXXX & then received a letter dated XX/XX/XXXX saying they ( Loancare ) would charge me {$190.00} for the lapse of Insurance from XX/XX/XXXX to XX/XX/XXXX - my proof of Insurance clearly states ( in several places ) that the insurance is effective from XX/XX/XXXX to XX/XX/XXXX. I feel this is a scam by Loancare to charge Mortgage Holders with additional fees ( probably the elderly who would not fight back against such charges ). Please investigate - I have attempted to contact but only get a series of pre-recorded messages. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan care failed to make my hazard payment ( for the second time ) and now their trying to force place their own much more expensive insurance and are trying to charge me {$95.00} per month for every month I was uninsured! I've spent hours on the phone trying to resolve this and have spoken to multiple customer service reps and have gotten a different response from them all. Loan care is blaming the insurance company. The payment just wasn't made! I have my annual tax statement from loan care that states {$0.00} was paid to hazard insurance! Why??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98409
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It appears my mortgage company was bought out by another and now my mortgage has went up XXXX dollars a month and nothing to explain it sounds like a scam to me. Loan care was XXXX something fishy going on here I would advise nobody use this company and if you are RUN
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28532
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been attempting to have my Morgauge taken out of forbearance since XX/XX/2021. I have filled out the paper work on numerous occasions and faxes it over in three separate occasions since XX/XX/XXXX. I have been placed on hold on numerous occasions and have attempted to reconcile the issues. Loan care is not returning my phone calls or updating me about required paperwork or if more paperwork is needed. They continue to extent my forbearance period without my permission and are becoming impossible to work with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 594XX
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a longstanding complaint dating to 2016 but I could no longer find it in your database for some reason. The complaint number is XXXX against XXXX. Since XXXX is in bankruptcy we are seeking help from their Corporate Restructuring Committee which is tasked with solving issues like these in the bankruptcy court. We ish to CC you and also will CC the XXXX XXXX XXXX XXXXXXXX and XXXX XXXX and XXXX since they are involved. The attached file contains the original CFPB complaint and describes the issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage in full and they are still holding my money in escrow. They submitted one check for {$2100.00}, but they still owe me {$170.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A