Date Received: 2021-07-01
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My complaint is against my mortgage lender Loancare who is not paying a third party debt collector who are trying to collect their fees on delinquent school district taxes. 1. First they did not taxes to school district in year of 2020 leading to involvement of third part debt collector who started sending me notices about delinquent taxes. We informed Loancare about it. The said they will solve it but didnt. No follow up was done. 2. We got second notice from debt collector with increased fees now due to delay. We informed Loancare about it. They said they will resolve it but didnt. No follow up was done. 3. We got third notice from debt collector with increased fees now due to delay. We informed Loancare about it. We started escalating as company did not show any responsibility and accountability. They again said they will resolve it but didnt. No follow up was done. They asked us to call them for follow up this time. 4. We called, they said they have resolved this issue. To no surprise, we got slammed with fourth notice with fees increased again. 5. I tried to escalate with multiple calls. The call center keeps transferring to different managers who says will call back but never do. They never let me speak to their supervisor. They never send any follow up email or calls. They dont allow me to pay off this debt collector and then reimburse me. I am so tired of them. I dont know what to do with their lies and irresponsible behavior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15301
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have been with Loancare for the good part of 7+ years. Due to the covid crisis, my tenant was unable to make their rental payments and I entered into a forbearance back in the summer of XXXX. This was a 6 month forbearance in which we entered into a loan modification agreement in XXXX of XXXX. Papers we signed, notarized and received by loancare. This modification had a new monthly payment with payments beginning in XXXX of XXXX. I was informed many times that my information on the website would be updated in 60-90 days and once complete, I would be able to resume making payments on the agreed upon amount through the website. XXXX came, then XXXX, then XXXX and calls to customer service were the same story. Confusion as to why it was not updated, assuring me that a ticket would be open and that 1. this would get resolved and 2. a supervisor would contact me ( as requested ). All throughout this time payments were made on time. Now here comes XXXX, where to my surprise the status of the situation is unchanged but now we have a new revelation. When calling ( and waiting 30 minutes to speak to the first representative.. every time ) to make my monthly payment, I was told that I have been entered back into forbearance on XX/XX/XXXX ( of which I have not requested ). When I challenged this, I was put on hold for over 45 minutes until I decided to hang up. This entire experience has been extremely stressful. I do not know what my mortgage balance is, what my escrow is, what my statements look like or even how my monthly payments are being applied ( if they are being applied at all ). Is my mortgage still being reported as in forbearance so federal benefits can continue to be collected? I would hope not as that would be a major fraud case. Who can actually help me with this situation?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Tried to contact XXXX XXXX/ Loan Care ( XXXX Pacific time ) to get information on applying for forbearance or assistance. Spoke to " XXXX '' On hold for over an hour then disconnected after stating veteran requesting forbearance. Transferred to a message number with no service. Unable to sign in to account online and still on hold with 2 phones and both companies. Unable to retrieve forbearance documents online without signing in, however the system is not recognizing account and will not let us change our password to retrieve or submit the forbearance form due by the end of today. XX/XX/21 XXXX XXXX Pacific time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies. 1. Identity Theft LOANCARE Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 4. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 5. Identity Theft XXXX Account Number : XXXX This is not mine. 6. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 7. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 8. Identity Theft XXXX XXXX XXXX. Account Number : XXXX This is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I submitted a complaint to the CPFB about Loancare and the issue I had with them updating incorrect information on my credit report. I received a letter dated XX/XX/XXXX stating that Loancare was going to correct erroneous information on my credit report and Loancare has updated some negative information but has now been updated with ADDITIONAL ERRONEOUS INFORMATION. My credit report is still reflecting a 120-day late payment on my XXXX for XX/XX/XXXX and another 120-day late on my XXXX Report for XX/XX/XXXX. Loancare removed the 120-day late they had reporting in XXXX of XXXX but added a new one and this is wrong! I have called again to find out what the issue is SINCE I WAS IN AN ACTIVE CARES ACT FORBEARANCE SINCE XX/XX/XXXX AND AN ACTIVE CH. XXXX BANRUPTCY SINCE XX/XX/XXXX and late payments can not be reported and THERE WERE NO LATE PAYMENTS AND DUE TO THE CH. XXXX FILING, NEGATIVE INFORMATION CAN NOT BE REPORTED AND THERE WAS NONE TO REPORT DURING THIS TIME. I attempted to call XXXX XXXX who was the lady that sent the letter that I received from Loancare in regards to my previous complaint but her extension comes back as invalid. I don't know who else to contact about this issue. My next step is to contact senior leadership up to level of the President of the company. While on the phone trying to resolve this issue because I can't reach the lady that sent the letter, I keep getting different answers and it seems no one really knows the rules so they give their best guess. These best guesses again are stopping my from getting a home. I am a single mother and XXXX veteran who can not qualify for a mortgage because of this error me and IT'S WRONG!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
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 never been late with my mortgage payments, and I have provided all 3 credit bureaus proof that I have paid on time, and they still will not fix my late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Called XXXX XXXX about payoff of house loan around XX/XX/XXXX to XX/XX/XXXX, told them wanted to payoff loan. Talked to a man said it would be {$33000.00}. I asked if I needed to send a letter to confirm, He said no just send the money wire transfer by XX/XX/XXXX. I asked them to send me email. never got an email. I sent {$33000.00} on XXXX XXXX.called on XX/XX/XXXX to see if they received money as didnt show up on loan care web site. man told me it could take 4 or 5 days to get in the computer. I called on XX/XX/XXXX they said they tried to call me because I owed an additional {$140.00} of interest .I said what for they tried to tell me because I didnt pay it on XX/XX/XXXX .told me would have to send it by wire imediatly or would incur further charges. Then XXXX came back on phone and said it was going to be {$170.00}. ok I sent {$170.00} on XX/XX/08. So I am not happy as they either misinformed me, or lied to me. I got the paper work showing loan payed off .But now I cant get thru as they consider me as paid up so wont let me talk to any one I guess I think I should be reimbursed fpr XXXX plus {$30.00} wire transfer fee. Automated phones wont let you talk to any one unless you want to make a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I used the forbearance offer by my mortgage lender. I am trying to pay for it so I won't lose my home. I'm in the 3 month trial period of ending my forbearance. 1st it took forever to get a hold of anyone to end it. 2nd, when I finally did, took 1 week to get a hold of anyone to pay my 1st payment. 3rd Now I'm trying to pay my 2nd payment and been on hold for 3 hours waiting for someone to answer. XXXX 's aim is to take my house. They said paying online or by mail is not an option during the trial period. Don't know what else to do, I'm a XXXX now and don't have time to sit around and spend all day trying to pay my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I just recently received a certified letter stating our mortgage loan with LoanCare is now in default due to two months of missing payments. This was sent out in XXXX. I have consistently spoken with various LoanCare employees about a 'missing ' payment on several different occasions, with each occasion resulting in an admission that it was an oversight and error on their end. The last person I spoke with was XXXX on Wednesday, XX/XX/XXXX from XXXX to XXXX central time. She gave me the number XXXX to identify herself. I had also spoken with someone named XXXX that day prior to speaking with XXXX. I called out the dates of each month 's payments according to my records to show that I had not missed a payment. She mentioned that she saw where it was a mistake on their end, and that it would be resolved in five days or less. When I asked her if I would receive anything official in writing, she would NOT answer that it would be officially in writing for my records. Again I asked her for this to be documented officially so that I wouldn't have to keep wasting my time with them against false accusations and threats of a default. She again said they would NOT be able to put this in writing! In good faith I've contacted them numerous times in the past to resolve this issue, and again, I've been verbally told it had been taken care of, only to continue to receive communications from them stating the contrary as if those conversations never existed. I had mentioned I had spoken to someone named XXXX in XX/XX/XXXX and it was agreed upon by whomever I mentioned it to, and it was shown that indeed I did speak to someone by that name who had told me it was resolved. I asked for that conversation to be pulled up to show proof, but somehow it had not been recorded for quality assurance purposes. I have documents that show I've made a monthly mortgage payment in good faith since the very first month that they acquired this loan from XXXX XXXX XXXX in XXXX of XXXX. I made a payment in XXXX of XXXX over the phone, and I believe this is what has prompted faulty record-keeping on their end. Every other payment I've made has been through my XXXX XXXX online account. I will be glad to provide bank statements that show I've made my payments each month. I've offered this to them but they have told me it wasn't necessary since they found each payment I made. To state again, I've had repeated phone conversations with this company 's associates on this matter about these 'missing ' payments, and each time I've been told it was their error, yet THEY FAIL TO SHOW ANYTHING IN WRITING to support that. On the contrary, they continue to mail me documents to show anything but it being resolved. Also, they have continuously asked when a good time would be to contact me, and I mentioned before XXXX XXXX and after XXXX XXXX. I had requested emails as well. On the contrary, they have 'robo-called ' me almost on a daily basis during my normal work schedule. When I answer, it is a voice-operated message instructing me to call them back. This is absurd, and I believe it is warranted for me to claim that their company as a whole is operating in bad faith, that this is beyond incompetence and mistakes. When I look at my payment history on their website, I'd be very interested to see anyone be able to describe it -- it's unnecessarily convoluted and obtuse, and I believe that to be deliberate to obfuscate the truth. They have caused my wife and I unnecessary anxiety and stress, and my work schedule has been compromised by continuously having to take time out of my day to straighten out what should be a simple issue. On one of their last documents it states my loan is now in default, despite missing ANY monthly payments. They listed an email address to contact them, which is : XXXX, and yet when I emailed them, it came back with an error message as not being a proper email address! Last year they sent me a written document stating I had an escrow shortage of a little over {$200.00} due to an increase in city/county taxes. They mentioned in that letter that I had two options : 1 ) I could mail them a check for that amount, and my new payment would be adjusted to {$1600.00} based on that payment, or 2 ) I could not send in the payment, and that {$200.00} would be rolled into my new mortgage payments, which would then be over {$1600.00} per month. I immediately mailed them a check for the {$200.00}, but they continuously sent invoices of {$1600.00}. When I called in to correct this, they claimed that they didn't know what to do with the {$200.00} I mailed them! I told them it was in direct response to their own communication. They told me they would fix it, but then it continued and I had to keep calling back in to correct it. They finally resolved it after several months. This gives you insight as to how difficult they have made things on me, and I believe this to be deliberate. Also, they have continued to mail me documents just one day apart stating that I do not have updated hazard insurance, then stating that I do, then stating that I do not again, and that they will have to pay for it and it could cost over {$2000.00} a year compared to the insurance I already have in place for approximately {$1400.00} a year. I have recently uploaded proof of my hazard insurance and no one has contacted me to verify that. Also they have a charge labeled 'unapplied balance ' of {$1300.00}. Regarding this charge, no one has been able to describe what it's for, and when I spoke to XXXX in XXXX of XXXX about this new charge, she said not to worry about it, that by her own admission their system was very convoluted and that she had resolved everything and that I was current and that all I owed was my regular monthly payment. This has been a complete nightmare! I have spoken with two different mortgage companies about refinancing, and when I mention their name they have said they were 'terrible. ' If you XXXX LoanCare and read their XXXX reviews, they have over XXXX reviews with an average of XXXX ratings. Many people mention they would rate them 'zero ' if the system allowed. They have a proven track record of what I think the legal system would call 'operating in bad faith. ' So now my loan is officially in default despite me making my payments every single month. This also affects my ability to refinance at a lower rate for a conventional loan that will not have to require PMI since I now have over 20 % equity in this house. If someone can please advocate for me that would be much appreciated! Kind regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, This is a complaint about LoanCare LLC. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : //www.myloancare.com/pub/index.html # /Login I have been trying to make a loan payment Online, but their online payment system is preventing me from making a payment. I have called customer support multiple times, but they have been unable to accept my payment. They never respond to my repeated inquiries telling them that their payment system is not working for me. They do not get back to me so that I can make a payment, and now if I send a payment by snail mail it will be late. I have an agreement to come out of forebarence, but all this is preventing me from making a payment. Their automated voice system leads people down paths an incorrect path, so that they have difficulty reaching customer service and prompts people to leave a message with the company. Only by choosing an incorrect option was I able to reach a person. On XX/XX/XXXX I was on hold for over 30 minutes just to reach a person. That customer service agent was not able to process my payment - she said the system wasn't working for her to push my payment through, and had to get a supervisor involved to figure out how to accept a payment over the phone. I don't expect to hear back from them, and she could not give me her direct phone number so that I could contact her later. Their accounting practices appear to be incorrect often. I had a support ticket out for 3 months ( starting XX/XX/XXXX ) to resolve an issue where I had made a payment of {$12000.00} toward my mortgage loan. On XX/XX/XXXX I paid {$12000.00} toward my mortgage which was classified as 'other '. I saw on my account showing XXXX payments of {$3200.00} each toward 'principle ' which adds to {$9600.00}. This left {$2300.00} un accounted for. No one ever responded to me to resolve the issue. I checked today ( XX/XX/XXXX ) and there appears to still be {$98.00} unaccounted for. Something fishy is going on over there, or at the best complete incompetance and these people should not be handling our money if they can not keep track of where it is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94550
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A