Date Received: 2021-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Loancare put us in a forbearance and promised us we would be able to do a modification when the period ended but know the story has changed and whats a full payment.. they are saying no to a modification while for months promised we could????? Please Help this company is very bad Im sure Im not the only one if you can do anything my family and I would be greatly appreciate.. we are all ready to resume payments we are both back to work now that virus is better now.. this is not what we were told all along.. its a shame
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07726
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare which is a service provider for XXXX disconnected my auto payment without any notice. I had to call and talk to customer care for hours, which was very difficult to contact. They never gave me a clear answer on how they disconnected my auto pay which was set up by XXXX. After contacting them they promised to reconnect my autopayment but unfortunately that never happened. They messed up my credit and finally I paid off my loan as I did not trust them any longer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a complaint. You told me to give the company a chance to fix the problem. I received a request for me to sign a second mortgage on my house. A house I have had for 15 months. I only took nine months forbearance. All I should owe is the escrow. XXXX at the most. They are saying I have to sign second mortgage for XXXX or lose my home. How this is a scam! I need help. I have a lawyer, but the phone numbers are changed. I can not afford to pay a whole lot of money. Help me get my mortgage straightened out. PLEASE!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced our home in XX/XX/2020. The company we had was Loan Care. I thought it went smooth but we have sold our home and upon the title search found out that the lien loan care had on our home they had paid it off but have not released the lien. In turn this will not let us close on our home. I have tried for over 3 weeks and have been told every excuse in the book promised to have it done XX/XX/XXXX and I still do not have it done. I have missed several job openings, rescheduled the XXXX, rescheduled my work here last date 3 times. We must have this to close and need ASAP before the people back out from buying our home. Please help me get them to finish this so we can close our loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2021-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48116
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX reported my mortgage as being discharched in bankruptcy in XX/XX/2017 to the credit bureaus. This is correct. I never reinstated the loan, so further payments on the mortgage were not reported. Which is also correct. XXXX sold the loan to LoanCare LLC and then they reported the bankruptcy a second time for the same mortgage to all the credit bureaus. This is incorrect. They can not make any reports as they have to follow the banruptcy rules for credit reporting. I now have two mortgage accounts on my credit reports for the same loan. I have asked LoanCare LLC and all the credit reporting agencies to remove this LoanCare LLC reporting several times using standard dispute processes. Since all they do is send back electronic messages, there is not any human intervention and nothing gets resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48116
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The incomitance of the staff working for this company is ridiculous. I call and get transferred around like a BB in a box car and no one has any helpful information on refinancing my loan. Can my loan be refied? Can I change it to a 15 yr? i understand the Federal Gov extended the forbarence time until XX/XX/XXXX for FHA loan so why do I not qualify? These are the starting question that no one can answer no matter how hours I waisted on the phone regardless of how many times they transfer me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Inexplicably, My Loan Care is stating two totally different dates for my forbearance ending, one on XX/XX/2021 in writing and another one on XX/XX/2021 on the website - which appears to be in error - as my loan care outrageously and falsely claims I owe 3 mortgage payments in XXXX of 2021. This glaring and outrageous error puts me in fear of wrongly losing my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A