Date Received: 2021-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been contacting LoanCare regarding our mortgage for 12 months now trying to get back on schedule to resume our payments. We have sent in the required paperwork over and over again, which they confirm they are receiving. Our payments were supposed to be set up to be resumed back in XX/XX/2020. We have called and spoken with reps at least 60 times since XX/XX/2020 and we are still unable to get this resolved with them. Meanwhile, they call constantly and send threatening letters stating our payments are late and we need to discuss a resolution with them for the missed payments! We are at the point now that we have been unable to pay on our mortgage for 11 months because they can't seem to figure out what they need to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34286
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I closed on a loan with LoanCare XX/XX/XXXX but they continued to report to the credit bureaus that payments were late and the account was over 150 days delinquent. Incorrectly reported information for XX/XX/XXXX through XX/XX/XXXX. The account was paid in full from the sell of the property XX/XX/XXXX. I have attempted to contact the lender at the phone number reported on the credit bureaus however they say theres no record of an account with me in their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33525
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is another attempt to resolve this matter ; exhausting my remedy prior to taking legal action against LOANCARE and all of its affiliate entities i.e. newrez, etc. On numerous occasions, I attempted to resolve/settle this issue with the LOANCARE ( I demanded proof of a valid contract with Signatures between me and LOANCARE ) but LOANCARE never responded. LOANCARE is engaged in FRAUD and CRIMINAL ACTIVITY ; obtained my personal information from various sources ; to create a fraudulent credit account. I NEVER authorized LOANCARE to create a credit account. FRAUD : 1. In XX/XX/2019, I became aware of the fraud. 2. This account was opened without my knowledge and without my consent. 3. I DID NOT request to open this account and I DO NOT have a written agreement to open a LOANCARE account ( no communication ; no signature ). 4. I NEVER made a contract for services or payment to this fraudulent creditor. 5. Numerous occasions, I contacted the fraudulent creditor ( LOANCARE ) to inform them that I do not owe this debt. I demanded that the fraudulent creditor to provide the original ; signed agreement between the Principal and LOANCARE. LOANCARE failed to reply. For two years, I have been subjected to ongoing fraud, extortion, harassment, conspiracy, and injured ( i.e. negatively impacted consumer credit profile/rating ) directly ; due to the actions of LOANCARE ; who continuously report false and fraudulent information to the three credit reporting agencies. On four occasions, I disputed the information LOANCARE provided to the three credit reporting agencies. The disputes were futile because my personal credentials were compromised and used to support the fraudulent activity. IRONICALLY, the three credit reporting agencies validated the fraudulent credit account BASED upon my validated personal credentials, which were used to support the fraudulent credit account. I NEVER provided any personal information or data to LOANCARE. I NEVER agreed two terms and conditions with LOANCARE. There is NO CONTRACT nor agreement between me and LOANCARE. I NEVER made a payment to LOANCARE. DEMAND to fraudulent creditor : Provide the original ; signed agreement ; displaying personal signature. LOANCAREs operations are unethical and fraudulent and MUST be terminated immediately ; numerous similar complaints posted online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loancare is an extremely disorganized company that doesnt help their consumers. I started a loan modification ( or so I thought ) back in XXXX of XXXX. My payments on my modified loan were supposed to start in XXXX of XXXX. Today is XX/XX/XXXX and they still have not completed the process. When I make a payment to the lender it sits in a holding account and doesnt get applied to my mortgage. Weekly I receive letters telling me that my home is at risk and that Im delinquent on my mortgage. Ive spent approx 20-30 hours on hold dealing with the company. Sometime I sit on hold for hours just to get hung up on before speaking to anyone. Last month I tried to make a payment and their system wouldnt take my payment. HELP!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX acquired our mortgage from XXXX XXXX in XX/XX/XXXX. We had auto bi-weekly payments set up through XXXX XXXX and that auto bi-weekly payment continued with XXXX. We had no issues with autopay until our payment that was due on XX/XX/XXXX. We made no changes to our auto payment options, but the XXXX system incorrectly applied all of the payments we made for XX/XX/XXXX entirely toward the mortgage principal. In our XXXX statement, we were surprised to see a late fee because {$0.00} was applied toward the interest portion of the mortgage for XXXX XXXX error caused by XXXX. Since the problem began in XX/XX/XXXX, we have received multiple late fees because of the error by XXXX. Despite months of back and forth with the XXXX customer service team ( calls to agents & supervisors made on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX to try to rectify the situation, the problem still persists. Every time we called we were assured that the problem would be fixed, that the late fees would stop appearing, and that our payments made through autopay would be correctly applied. As of today, XXXX has not resolved the problem with their system and continues to neglect our account. Compounding this problem, XXXX has also incorrectly reported that we made a late mortgage payment for the month of XXXX because they continue to misapply our on-time payments. This late payment now shows up on my credit report and has a substantial negative impact on my credit score and that of my partner. Every month we diligently pay the exact amount required via autopay, but XXXX has inappropriately flagged us as being delinquent. In summary, we want XXXX to promptly remove the late payment on our credit report and to address the problem with their payment system incorrectly applying our payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 15 months ago I called my loan company ( LoanCare ) as I was experiencing financial hardship due to COVID-19. My account was current and in good standing. We agreed the best option for me and my family would be to put my loan in forbearance until my situation improved. XXXX assured me that since my account was current and in good standing it would be reported to all three credit bureau 's as such. I have been calling into XXXX on occasion ( at least five times ) to either check my status or extend the forbearance over the past 15 months and each time they told me that the account status showed current and in good standing and that that was what they were reporting. I recently purchased a car where I put $ XXXX down and my rate was XXXX XXXX. I am trying to take advantage of the VA 's recent decision to waive the VA 's rule of XXXX consecutive payments and refinance my house as my current loan is at XXXX % and I have been offered XXXX XXXX which would be a significant cost savings and would offset the 15 months of forbearance. When the lender pulled my credit report they discovered that XXXX has been reporting me as 90 days delinquent each of the past 15 months while I have been in forbearance. This disqualifies me from refinancing. I called XXXX to validate what they have been reporting and they told me that they should have been reporting that my account is current and in good standing.. When I told them what they were reporting they informed me that I would have to submit this in writing and that they do not know how long it will take to resolve. I have submitted in writing per their process and they have failed to respond to my repeated inquiries as to how long it will take them to fix this and what the process is. Each day that this is not fixed the rates could go up and potentially impact me XXXX XXXX XXXX XXXX XXXX I recently tried to refinance my car to a lower rate and was denied due to this delinquent reporting by XXXX. I am wondering how many other vets they are XXXX over this way?
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: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
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: I have my mortgage serviced by LoanCare. My automatic payment for the month of XX/XX/XXXX, did not come out as it does every month. On three separate recorded calls with Loan Care, they have verbally admitted that the ACH payment did not come out due to " their internal error. '' The funds were fully available and my payment has never had an issue. I am someone who protects their credit score for more reasons than financial. My job requires good credit, due to the nature of my job and what it entails. This has really been very disruptive to my life, and it could potentially jeopardize my position and job, due to Loan Cares blatant, unfair, unlawful practices toward their customers. They said they would post the payment as current, however, could not do anything about the 1x30 derogatory reporting to my credit profile. I spoke to XXXX, ID XXXX, on XX/XX/XXXX. He was in the " escalation department '' and stated that it could be removed, after I explained what happen, and then back tracked and said, " well it has to go through our credit bureau department to see if it was an error on our end '' I advised him that on 2 recorded calls with LoanCare, Informative Research, and the processor from the company doing his current refinance, the agents advised Informative Research that they would show the payment as current due to the internal error, however, they can do nothing about the 1x30 derogatory. I am beyond shocked that LoanCare could conduct themselves in this manner, that is unfair, unlawful, to the 3rd degree. Reviews on several sites, including social media, have prompted me to write this to Business Oversight, to bring awareness and put them in regulatory radar from all the regulatory watch dogs. How can a business keep operating in a very suspicious unlawful manner. I am in the process of refinancing to better my home for my children and I, I am a single father. I want to improve the life of my children, protect my job, and move on, however this one 1x30 late is a wrench in the fair pursuit of a better life. Loan Cares has purposely avoided this issue.. I demand they remove this 1x30 derogatory mark. My record shows I have not missed any payments and I am not going to sit on my laurels for their mistake. Please help me to get resolution for their mistake!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93560
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sold our house on XX/XX/2021. LoanCare has sent several mailings about our home loan being paid off, but no information has been sent about refunding our $ XXXX escrow balance. The company 's IVR is horrible and only takes me to a place to leave a message which no one replies. You can not get to an operator and they offer no other ways of contacting them on their webpage. We have had repeated problems with this mortgage company over the last year and run into the same issues of no way to contact them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to make a basic monthly payment with MyLoanCare.com. Loan paperwork has not been completed to where I can make my payment online and when trying to call the 800 number I have literally sat on hold for over an hour. I can not continue to do this. Absolutely pathetic and ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29745
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously submitted a complaint and it was answered XX/XX/2021. LoanCare told me they approved a Partial Claim after my Forbearance and the amount that I paid to bring my account current would be applied to future payments. They never told me how much the Partial Claim was approved for and when my next payment would be due. My account online is not up to date and they are not responding to my emails or phone calls. They have responded once by sending me my account history, which is incorrect and does not mention what my Partial Claim was for. I need to know how much the Partial Claim was approved for and when I need to start paying my monthly payments again. Thank you! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A