Date Received: 2021-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In 2020 I was under the Cares Act with Loancare. Loancare is showing on all three bureaus 60 days late and negatively impacting my credit. In XX/XX/2020 my loan was paid in full with Loancare and no balances remaining. Under the care act you may not send anything negatively or report anything negative to any bureau. I am requesting a letter and email from Loancare with Loancare letterhead stating there was never a late payment with my mortgage at any point in time. In addition, a dispute with all three bureaus to remove this negative impact your company faulted. This is completely illegal under the Cares Act and Loancare had no right to negatively report to any bureau whatsoever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37412
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : XXXX After being financially impacted by Covid 19, I decided to go into deferment. We were current at the time. The deferment period lasted 5 months, from XXXX to XXXX of XXXX totaling {$9900.00} and not reduced since. A payment was made for XXXX on XX/XX/XXXX which is reflected in the XXXX statement. The following month a payment made and the statement XXXX dated XX/XX/XXXX ) also looks accurate. Same story with statement dated XX/XX/XXXX ( screenshot of payments are attached ). When it comes to XX/XX/XXXX, you will notice that all of a sudden a delinquency notice pops up and now there is a past due amount of {$3900.00} ( exactly 2 months of payments ). No warning, and no trail. The delinquency notice has activity listed which I still dont understand, saying various payments were applied to several months. A payment was made every month, and 3 made in XXXX to cover the {$3900.00}, but I still dont understand where it went to. I need that amount refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested and was approved for a Cares Act COVID Forbearance in XX/XX/XXXX. My loan is owned by XXXX XXXX. I called my mortgage company ( XXXX XXXX, serviced by Loancare , LLC ) to set up payment options and resume payments on XX/XX/XXXX. I requested a deferment of amount owed and was told I did not qualify for a deferment and would be required to do a loan modification. I had researched my options and knew I qualified for a deferment and stated I did not want a loan modification. I requested to speak to a supervisor to find out the reason for the deferment denial. I was told a supervisor was unavailable and I could request a call back. I requested a supervisor call me back and I never received a return call. I have subsequently called back on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and have never been able to speak with a supervisor. Each time I have requested a call back from a supervisor and to date I have never received a call back. I have also been given a different story every time I have called and have been given factually inaccurate information, and was told I was not able to speak to a supervisor to get clarification. I was forced to extend my forbearance when I didn't need or want to because Loancare said my request for a deferment needed to go through a 30-day review. That was on XX/XX/XXXX. On XX/XX/XXXX, I reached out to a HUD counselor due to the issues I was having and on XX/XX/XXXX, we called Loancare together to get answers and were also unable to speak with a supervisor. My counselor repeatedly requested to speak to a supervisor and we were told one was unavailable, that the loan modification department was closed and given factually inaccurate information again. It is now XX/XX/XXXX, and I have not had a successful resolution and my extended forbearance now ends on XX/XX/XXXX, and I still have no idea what my options are as I can not get clarification or speak to a supervisor. I have requested my counselor escalate the issue to XXXX XXXX as well. In the meantime, I have resumed making payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92025
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Placed house for same in XX/XX/XXXX. Applied for and received COVID forbearance on home in XX/XX/XXXX. XXXX finally sold on XX/XX/XXXX. I attempted to apply for a new mortgage in XXXX of this year on a primary residence and discovered that Loancare placed derogatory marks on my credit report for each period the home was in COVID forbearance. I have called repeatedly to Loancare, often being told that no one could help and that a supervisor would call. None have, to date. When I started to file complaints with Loancare in XXXX, including sending an email to the president of Loancare, the servicing of my mortgage was sold to XXXX XXXX 's on XX/XX/XXXX. XXXX XXXX 's has indicated, in writing and through repeated calls, that they can not adjust comments made by another creditor ; it is up solely to Loancare to remedy. As of today XXXX XX/XX/XXXX XXXX, I still have not been able to speak with a supervisor of any capacity at Loancare, and, because the servicing of my mortgage was transferred in XXXX, my phone number comes up as an inactive account in their automated system and they will not speak to me without calling from an alternate number. I have also filed disputes with each of the credit bureaus, with no decision having been reached as of today. Ultimately, I can not secure a new conventional mortgage for the next 8 months, at a minimum, unless the comments are removed by Loancare. I fully complied with the terms of the forbearance, and ask that my complaint be taken seriously and addressed at once. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with Loan Care has been a horrible experience. They regularly try to charge late fees when payments are on time and can be verified through my bank 's online payment records. It is a continuous problem. I decided to refinance through XXXX XXXX and Loan care was paid in full on XX/XX/2021. Loan care verified this a week later, but will not respond to my repeated requests to return my escrow account balance. If one checks their record with XXXX, Loan Care has been stealing escrow account balances for years!!! How can this be?? They owe me {$3300.00} and refuse to communicate. My Loan Care account number is XXXX This criminal enterprise needs to be shut down and make good on all the funds they have stolen from hard working families!! Please help ... ... Thank You ... ... XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: LoanCare is reporting negative information against a loan beyond seven years from the original delinquency date. - The original delinquency date for this loan is XX/XX/XXXX - The seven year date from the original delinquency for the very same loan is XX/XX/XXXX LoanCare began sub-servicing this same loan instrument in XX/XX/XXXX, and restarted the delinquency reporting clock at that time. I now appear to have a delinquency that started in XX/XX/XXXX, instead of the original date of delinquency which is XX/XX/XXXX. LoanCare has reset the clock on a debt that has already surpassed the 7 year mark. According to the Consumer Credit Protection Act, if a consumer has a late payment and never brings the account current, it will eventually be written off as a loss. The debt then could be sold or transferred to a collection agency. In this case, the entire account will be removed seven years from that original delinquency date. Request removal of this entire account from all three of my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOANCARE LLC TELEPHONE NUMBERS DO NOT WORK, I have tried to contact them via XXXX for ( 3 ) days after receiving Priority Mail 2-Day USPS!! I have also sent in other complaints for them XXXX contact me over the last 15 months over my concerns about Forbearance during the XXXX Virus Scam on the World. I will also be contacting the State Attorneys office over no communication from loancare via phone conversation vs email & USPS snail mail. The biggest scam since the Great Recession of XXXX! Any Corporate Institution affecting consumer credit, and reporting this disaster is going to ensure a rise up from consumers lead by me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49316
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the last several months I have talked to XXXX re their continued use of an escrow account that they set up to deal w a gap in insurance that occurred in XX/XX/XXXX/XX/XX/2021. I pay my own insurance ( I have furnished proof back in XX/XX/2021 ) and I pay my own taxes. The insurance issue was settled and I received a letter re that but they continue to deduct a monthly amount from my payment ; then tell me that my payment is " short '' and they " suspend '' my account. All because of an escrow account they set up and will not turn off. I get " robo '' calls re my " short '' payments at least four times a week. when I explain that the problem is theirs they : promise to fix or just hang up. This has been going on for four months or more. My XXXX loan # is XXXX ; the property address is : XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I am not sure how their lack of resolution for this problem has effected my credit rating etc. I have spent countless hrs on the phone talking to every level of this company to try to fix their error. Still have not got any notice of it being fixed as of today ( XX/XX/21 )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94803
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is loancare and XXXX mortgage. I receive bills from both. I believe one company absorbed the other. In XX/XX/2021 I contacted loancare to make a payment. I had {$7500.00} which I called to pay to catch up on some previous missed payments. Tenants were not paying and using covid as an excuse. NY would not allow for evictions during this period. The agent that I spoke with solicited me with a pitch to go into a forebearance. This agreement would lower my payment to {$1100.00} per month and the past due amount would be added to the end of the loan. This would put me back to 30 years of payments. I weighed the options and agreed. The mortgage company sent paperwork which I signed and had motorized and mailed back to them. The payment amount of {$1100.00} was on the agreement. When I attempted to make a payment I was told the amount is {$1600.00} per month. I inquired as to what happened and the agent told me that there is an issue with the escrow amount. I called several more times. It is generally a 2-4 hour phone call which I have been making several times a week since XX/XX/2021 to no avail. I was told that my escrow was under review to be investigated and the case was opened until XX/XX/2021 at which time I would be notified of what they found. On XX/XX/XXXX I spoke with an agent due to receiving several bills with several different amounts I told the agent that I would like to make a payment but dont know what to pay. The agent told me I should pay the agreed upon amount for now and if there was an adjustment after I could apply more funds. I asked the agent if this amount would be applied to the payment and not at the end of the loan because twice in the past two years I made what they called partial payments which are to be applied to the term rather than the due amount. The agent insisted this would not happen and would note that it is to be applied to the payment only. I have been calling several times a week since XX/XX/2021 to get some answers on the escrow situation and have found that this payment of {$1100.00} has been applied to the term instead of the payment. I think? Every agent that I talk to gives me different answers and says they can only see partial information. Several have offered to transfer me to the loss mitigation department but every time they send me to the main menu. I would like to find out why my payment went up after this forbearance which was supposed to cost more over the term but less monthly. Now I added 6 years to my mortgage and my payment has gone up by several XXXX dollars although I dont know an exact amount because several of the agents have told me that the amount on the bill is incorrect. In the meantime the mortgage company is mailing my past due notices. I have been on the phone just today from XXXX and it is now XXXX. I will disconnect shortly as I am on hold again and try again the day after tomorrow when I shave a free day. Can someone please help. I have no idea what to do I have spent about 40+ hours on hold in the past two months and transferred to all the wrong places. I would really appreciate and help, advice or direction that you could give. This has been a severe burden on my life as every free day I have is spent on the phone with the mortgage company to no avail. I have exhausted all avenues and its causing undue stress. This company is impossible to get a straight answer out of please help. I never would have added 6 years to my mortgage only for my payment to increase. I feel this company is taking advantage of someone struggling due to the rental crisis of NY state and COVID-19 Any advice is greatly appreciated. XXXX. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12047
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to LoanCare in XXXX. My payment remained the same as when I closed on my house in XX/XX/XXXX. My XXXX statement stated they were raising my mortgage payment {$510.00} due to a shortage which after I looked at the escrow analysis, realized it was because they have 3 tax payments coming out in XXXX for {$8500.00} First 2 people I spoke to at LoanCare stated it was because my property taxes doubled. I sent numerous online inquiry requests for someone to call me. It has been over 3 weeks. I reached out to original loan servicer, they got back to me in 2 hrs, told me to contact tax accessor for my county. Called XXXX XXXX Colorado XXXX XXXX, my property taxes only went up {$400.00}. They also told me to tell LoanCare that my XXXX tax bill is still not paid and now has accrued interest. I checked my payment history and LoanCare shows they paid these XX/XX/XXXX. Obviously a lie. I called LoanCare back and they told me they would forward my issue to escrow department and I would have an answer by XX/XX/XXXX still have heard nothing. I paid my mortgage payment per the amount stated during my XXXX statement as well as the website. Now it says I am passed due 9 days and the amount due is totally different than my statement. I don't know where they are getting their numbers from but if I can't talk to someone and I can't afford a payment increase of {$500.00}, I will lose my house and it is absurd that my mortgage company will not contact me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A