Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare , LLC did not take care in handling my insurance premium. Around XX/XX/21, I received a copy of my homeowner 's premium and annual renewal bill from XXXX. I immediately uploaded a copy for LoanCare using their online portal. It took them a while to get the new premium reflected. The premium was due on XX/XX/21. As we approached the month of XXXX, I called LoanCare to inquire on when they would pay my premium. They assured me they would pay at least 3 weeks prior to the due date. In this case, three weeks prior is XX/XX/21. On XX/XX/21, I called LoanCare to inquire why my premium still had not been paid. According to the online portal, they had no issued a payment to XXXX from my escrow. The lady on the call also confirmed that. At that point, I demanded she issue a check. She agreed. My online portal account reflected a payment for {$1800.00}. Unfortunately, I waited about 2-3 weeks and XXXX had not received the payment. On XX/XX/21, my premium remained unpaid. XXXX said I either need to make payment on my own or face cancellation of my policy. In this case, I had to make my own payment as LoanCare was unable to pay the bill. On XX/XX/21, I call LoanCare to inquire on what happened to my payment. They pretty much explained to me " you happen to fall through the cracks and are an extremely rare exception ''. So they admitted they were guilty for not paying. I was pretty frustrated, so XXXX ( insurance supervisor ) said I could drop my escrow account if I would rather I make timely payments. I filled out the online form per his advice. I submitted the online escrow cancellation form on XX/XX/21. Never received any updates via email. So I called on XX/XX/21 to inquire. They said it was being processed and a decision would be rendered on XX/XX/21. On XX/XX/21, LoanCare made no attempt to call or email me. I called them on that date and the customer service reps along with the supervisor said " they can not tell me what happened '' but a letter is being mailed via XXXX. Agent tried to spin it as the letter would be there in 2-3 days. Letter arrived on XX/XX/21. Letter stated that escrow account would be closed on XX/XX/21. As of XX/XX/21, escrow account remains still open with a balance. I called LoanCare on XX/XX/21 and they said they may start the processing on XX/XX/21, which contradicts the letter sent. In summary, a ) LoanCare does not make timely escrow payments and maintain accurate records of insurance payees b ) LoanCare fails to communicate status of a ticket opened via the online forms c ) LoanCare does not process requests on dates promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75287
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been disputing the information reported to credit reporting agencies regarding a late payment back in XXXX. My payment was not 30 days late. I made my payment on time, what happened was gap and mixup during the transfer of loan servicing from XXXX to Loancare. I made my payment on time to XXXX, however, unaware that my loan servicer had changed over from XXXX to Loancare the money went from XXXX to Loancare and sat in a holding account because the XXXX loan number did not match the new Loancare. When I received the delinquency notification via USPS mail service, I immediate contacted Loancare and discovered my payment funds for XXXX and XXXX had been received but had not been applied to my new Loancare mortage account. The mix-up was corrected with funds applied and my account brought to good standing. However, what was not corrected was the information reported to the credit agencies that shows my loan payment was not 30 days late. This information reported is not correct and inaccurate. I've made 3 attempts to dispute this inaccurate reporting through XXXX and each time no success. Now I'm reaching out directly to seek out the correction of this information. I'm asking the information reported to credit agencies be updated to accurately reflect those funds were received, and not applied to my new LoanCare account. I also am very confused as to how LoanCare is reporting on-time payments going back as far as XXXX when I never made payments to Loancare during the reporting periods.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84770
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: Although all my payments were made including the current month of XX/XX/2021, I was reported as delinquent to the credit Bureau in XXXX, XXXX, XXXX and XXXX. I also received a letter dated XX/XX/XXXX, addressing my falling behind in payments and offering help. I made numerous attempts to find out what was the problem, but no one I reached could explain. Here are the results of attempts made in the last 7 days : 1. Many representatives left me on hold and eventually their calls was disconnected. 2. One representative tried to resolve the balance, having me on the line for approximately 1 hour and 10 minutes, and even consulted with a supervisor during that time. He ended up getting disconnected. 3. A nother re presentative tried to explain the amount due, but said she was going to send it to the " INQUIRY '' group. She asked me to call her back in 2 days and gave me her extension ( XXXX ). Two days later when I tried to reach her, I was told there was no such extension, and calls could not be transferred. 4. All my request to speak to a supervisor/manager ended up on hold. 5. One request for a manger to call me back ; resulted in no call back. 6 No one was able to provide me with a number to their cooperate office. One repr esentative, answered my question, when I asked for a customer relation person, saying " What is that? I am left with no other option, but to come to you. In the meanwhile, my credit score and delinque nt notes have caused a problem with my trying to refinance my home and my records as whole. I actually found out about all the negative reports when I applied for re-finance. So for ABSOLUTELY no reason I was treated this way. This company has only been my servicer for less than a year. I hope I can get this resolved as soon as possible. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was showing that I had a late payment in XXXX when I did not so I disputed the information with XXXX XXXX has now updated the information removing the erroneous late payment but now they are showing the account as discharged in chapter XXXX bankruptcy. My mortgage account was never discharged in my chapter XXXX bankruptcy which was filed 9 years ago, the mortgage was reaffirmed and I am still in my house making timely mortgage payments every month. The mortgage servicer is Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2021-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having major problems extending my forbearances on my properties. I have called LoanCare multiple times and have been told my 90-day extension is in progress more than once. In fact, I called XXXX, received emails ( attached ) on XXXX saying they were approved, letters in the mail ( attached ) dated XXXX saying my forbearances have been extended to XX/XX/XXXX ( so they've been extended to the past?! ) and still nothing. I called XX/XX/XXXX, was told they would need to be manually done, and still I'm getting emails saying I need to take action. I just called today, XX/XX/XXXX, and the representative told me there isn't even a record of anything the representative did on XX/XX/XXXX and that the system says I have exceeded my 540 allowable days, but that isn't possible because forbearance programs didn't even start 540 days ago ( she suspected it was because my social security number is tied to 3 loans and so the system might be combining them all to " exceed '' 540 days ). She said she had to transfer me to loss mitigation ( even though that's the number I called ) and I've received no help. This has become extremely frustrating and now that XXXX is almost over and my forbearances with it, I am left wondering what is going on. My only options at this point have been to call back, file complaints with the appropriate government regulatory bodies, or reach out to other legal means because LoanCare isn't helping. This is for three loans : XXXX, XXXX and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Did a loan modification after 3 required payments were made. They then sent documents to sign with notary and sent back which were done. I am now locked out of my account and can not make payment over the phone. Did reach customer service and was told they did not get 2 of the 3 required payments when I was told a month before that they did get them. I show they cleared my account. We have good equity in our home and feel they are trying to take our home even though we did everything we were needed to do. None of this was disclosed to us until I contacted them. I would like legal help. I would make payment over the phone and the amount was taken from our account but then they would also take another amount that was not authorized and was declined so thats why they are telling me I am not current when I show I am. Locking me out of the website so I cant see what is going on should be illegal
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61611
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was sold to loan care. Loan Care changed the late fees from my original loan. Loan Care kept the fee if paid after the XXXX of the month which was fine that is in my original loan documents. The added a {$10.00} fee if paid after the XXXX of the month in addition to the XXXX of the month. They charged that for 10 months and stopped. Why did they stop because it was not in my documents. I have called Loan Care 2 times about this, written 2 letters sent via US mail and written 7 emails ALL have gone unanswered. I want my fees returned
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My XXXX XXXX loan with XXXX serviced by LoanCare is coming out of forbearance XX/XX/XXXX due to hardships due to COVID. We had been promised by XXXX that an option for us at end of foreclosure would be to resume our same monthly payments prior to the foreclosure and defer the missed payments to the end of the mortgage, putting them into a payment due at the sale, refinancing, or end of the loan. However, LoanCare is saying that is not an option for us. The only reason they are giving is that XXXX told them it is not an option. " XXXX '' a supervisor at LoanCare, told me deferring payments to the end of the loan is not an option and my only 3 options are : foreclosure ; pay all payments back in a lump sum ; or loan modification where the interest gets capitalized into the principal of the loan and we go an a three month trial period. When I asked him to put these options in writing, he said he can't and wanted to know which one of three I wanted to do. I had no choice but to agree to the modification because he said XXXX is prohibiting us from deferring the payments to the end of the loan. He gave no other explanation. The loan modification option penalizes us because now we will have to pay much more for our home if the interest goes into the principal. Furthermore, LoanCare has been stringing me along for six weeks, telling me our file was in underwriting with my request to defer payments to the end of the loan when in reality, nothing was happening with my loan. up until yesterday, Knowing our forbearance period was ending XX/XX/XXXX, I telephoned LoanCare on XX/XX/XXXX and spoke to " XXXX ''. I told her when my forbearance ended, I wanted the missed payments to go to the end of the loan. After asking me a series of questions, she said this was an option for me and she is sending it to underwriting for review. She told me to wait 30 days for a decision and to be on the lookout for documents in case underwriting needed more information from me. She said we were not required to make a payment until the deferment information comes. On XX/XX/XXXX, I called because LoanCare sent an email to me saying I needed to contact them immediately. " XXXX '' with LoanCare said to ignore the email, it is automatically generated and she could see my file was in underwriting. XX/XX/XXXX, I responded to a snail mail letter from LoanCare saying to contact them. " XXXX '' said it was a form letter and to ignore it. XXXX confirmed that my file had my request to defer payments to the end of the loan but that it was still in underwriting but since it has been 30 days, she transferred me to " loss mitigation. '' After a 2 hour hold time, I talked to " XXXX '' in loss mitigation who said my loan shows it is still in forbearance because customer service transferred it out of underwriting but had no idea why. She said XXXX loans are a little different from the other ones they service. She asked me the same series of questions I was asked on XX/XX/XXXX, and said she would " escalate '' the file. She said not to make my XXXX payment until I hear about the deferment of payments. On XX/XX/XXXX I got a telephone message telling me to call LoanCare immediately. I called back and spoke to " XXXX '' who said it was a " general outreach call '' and I could ignore those. She said my file had only been in underwriting 26 days and saw that it had been " escalated ''. She said it is weird that it is taking so long and didn't know why my file now said " modification '' and not the request for deferring payments to the end. She said to ignore calls, emails and letters unless they are asking for specific information from now on. On XX/XX/XXXX, I received a letter from LoanCare naming " XXXX XXXX '' as my mortgage resolution advocate. I called the number for him which was just the same LoanCare number. " XXXX '' said she could not transfer me to XXXX because the letter I got was a " template '' but she could help me. She said that my file had two open requests, one for a modification and one for a deferral of payments and they were due to be resolved today and to try back at the end of the business day. I told her I never requested a modification and I have always been asking to defer the payments to the end of the loan every email I sent and every call I made to LoanCare since XX/XX/XXXX I asked for this. She said I should talk to a supervisor and I was transferred to a general voicemail box. I phoned back and after 50 minutes on hold talked to " XXXX '' who said XXXX was her boss. She said she is emailing her supervisor to talk to me about my file because it is " stuck '' in forbearance and hasn't moved since I asked to defer the missed payments back in XXXX. She said she does not know why my file " hasn't moved '' but that XXXX had a " role in it. '' She said a supervisor would talk to me that night. " XXXX '' from LoanCare telephoned me that evening and said I was not permitted to have the option of deferring my missed payments to the end of the loan. I asked him why, during all the calls and people I talked to since XX/XX/XXXX when I was told I could request that opton, no one ever told me I was not allowed that option. He said " I don't know, I wasn't there. '' Without any explanation, XXXX said XXXX would not allow us to defer our missed payments to the end of the loan. We feel we have been deceived and defrauded by XXXX since XXXX has always maintained that deferring the missed forbearance payments to the end of the loan was an option. We don't know why LoanCare is now saying XXXX won't allow us to defer our missed payments to the end of the loan because they refuse to provide an explanation.. We first elected forbearance on XX/XX/XXXX when XXXX serviced the loan ( not LoanCare ) with XXXX XXXX of XXXX who told us that if we go into forbearance due to COVID hardship, we would not suffer having to pay any additional money, any fees, any penalties or any reporting to the credit bureau agencies. LoanCare for XXXX has violated all of that ( see previous complaint about how they reported us to all 3 credit bureaus as delinquent while we were in forbearance! ). If we do the modification XXXX with LoanCare is offering ( and the other 2 options are forclose or pay missed payments in full ), it will put our interest into the principal and so we will then owe more money on the loan. XXXX promised us we would not suffer having to pay more money if we went into forbearance but now LoanCare says XXXX will not allow us to defer our payments to the end of the loan without any other explanation. XXXX has always maintained that deferment of missed forbearance payments was an option for us. For example, a XX/XX/XXXX letter from XXXX states " mortgage deferments '' may be available. In a XX/XX/XXXX letter from XXXX, it stated options available include " a deferment. '' On XX/XX/XXXX, " XXXX '' with XXXX specifically stated we can elect a " deferment '' where past due payments are a " payoff at the end of the loan maturity date. '' She also stated when we are ready to resume making payments we can avoid paying the " big chunk all at once '' by having the " payments tacked on at the end '' of the loan. She said, to get the deferment, we have to be able to make mortgage payments going forward and have recovered from the hardship and only the past due payments are tacked on at the end. However, now " XXXX '' at LoanCare is saying XXXX will not make that an option for us without any explanation. Please help us get XXXX and LoanCare to do what XXXX said we could do : Defer our missed forbearance payments until the end of the loan. Prior to going into forbearance, we were never late with any of our mortgage payments and currently our credit bureau scores are in the 800 's " excellent '' range. There can be no good reason why we are being denied the opportunity to defer our forbearance payments. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60076
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In an attempt to fend off foreclosure due to the pandemic and health issues, I have been forced to sell my only home. I have a current buyer me contract and a closing date of XX/XX/2021. This date falls squarely within the 90 day forbearance period currently granted to me. Like every other single correspondence ( or lack of correspondence ) with my loan servicer, LoanCare ( of XXXX XXXX ), it has been one nightmare after another dating back to the time when LoanCare became my servicer. The latest and most pressing problem is getting the payoff amount of the current mortgage in order to close the sale of my home. I've tried calling, using their website, and emailing them on occasions too numerous to count. Calling is simply a fools errand - the last time I called in early XXXX, I waited on hold for 45 minutes in queue only to be disconnected. The LoanCare website does not work for me at all. The closing attorney company has tried reaching LoanCare numerous times as well without any luck - to the point where they solicited my assistance as though I had some magic solution to LoanCare 's incompetence. My real estate agent found an email address for me and I began emailing LoanCare over a week ago. Their first email response took at least 2 days and stated they needed more information which I immediately provided including my signature, my loan number, and my name as it appears on their documentation ( I would know this how? ). That was a week ago. No further response from them since. There also are unexplained charges which I've asked repeatedly for explanation and which have also fallen on deaf ears. I realize this company is less than honorable judging by the fines levied against them by the CFPB but I never thought they would obstruct paying off my note. With only 4 days until my closing, I am stuck between a rock and a hard place. If I can not get a payoff amount then I can not close and satisfy my note. If LoanCare continues to drag their feet long enough then they can foreclose on a home which seems to be their preferred way of doing business. I simply want LoanCare to do their job, provide me and the closing attorneys with my loan playoff amount, and then let me get as far from them as possible. Hopefully, one day the CFPB will put this company out of business once and for all. In closing, please contact me if I can assist in building a case against this horrible company. I will be more than happy to share my documented and nightmarish dealings with LoanCare with the CFPB and any other agencies involved with policing shady mortgage dealings. My LoanCare nightmare began the day XXXX closed its doors and transferred my mortgage to LoanCare and it continues to this day. Beyond sharing my experiences, I will gladly be a witness and detail the numerous obstructive practices LoanCare utilizes to foreclose on their customers. Finally and most importantly, before LoanCare, I had a perfect record paying my mortgage payments on time for over 20 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35811
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
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 3 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 however they are still " looking for the money ''. 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: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A