Date Received: 2021-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my mortgage with Loan Care LLC and over the past year I have had increasing issues accessing my account. First, their mobile application stopped functioning. At that point I was still able to access their website for account information. Their website now no longer functions. I have been unable to access my account or verify my payments for 6 months. I have had to call the 1-800 number, wait on hold for up to an hour, and have a representative access my account manually. Today when I attempted to call in, their 1-800 number no longer functions. When I attempt to use the automated system, it gets stuck in a loop and will not allow me to speak with a representative. I have no way to access my account to ensure this company is managing my mortgage appropriately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22902
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage provider is LOANCARE https : //www.myloancare.com/ I already paid the mortgage on XX/XX/XXXX for the amount of XXXX. I accidentally paid it again on XX/XX/XXXX {$3000.00} so i called Loan Care on XX/XX/XXXX for reversal and they weren't able to help me and asked me to call next day once it has posted. On XX/XX/XXXX, i called again and was transferred to XXXX supervisor XXXX employee # XXXX XXXX on XX/XX/XXXX and was told I would be issued a refund. On XX/XX/XXXX, the mortgage provider attempted to charge me again {$3000.00}. At this point my whole bank got wiped out completely for another charge and i have no funds left in my bank and it has XXXX on it. I was charged 3x. The check for XXXX will not arrive until 7-10 days and when i asked for proof that they mailed me back a check, there is no tracking number. But then now i have another new charge of {$3000.00} on XX/XX/XXXX. I spoke to XXXX Supervisor again today XX/XX/XXXX ( employee XXXX ) and I was told to send a copy of the attempted charge AGAIN on my bank TODAY XX/XX/XXXX for the mortgage. I tried to call again 3x after emailing the screen shot of the charge and they would always put me on hold and the call will drop. Horrible customer service and the fact that they couldn't issue immediate reversal of charge electronically and have to issue checks is absurd. In this time of pandemic every XXXX matters.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91765
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint regarding lump sum payments on my mortgage loan account, entered into XXXX 's web page. Verbal complaint not allowed, referred to web page. I entered this on their web page : " When a lump sum mortgage payment is made ( pushed from my bank ), you automatically apply it for up to the next three months of principal and interest. I am paying additional principal each month, and you keep applying it to multiple months ' principal and interest. I have to call each month to have you reverse the interest charges, and I believe you are actually charging me excess interest, because it is not back credited to the date the lump sum principal payment was received. In other words if the payment was made XX/XX/XXXX, and you convert the interest back to principal on XX/XX/XXXX, you are charging me an extra half month interest. I think this is a predatory lending practice. Think of all of the thousands of customers that you are cheating. Please go through my account and ensure you have not overcharged me interest for each month where I paid an addtional principal payment. You also need to modify your automatic processing software to not apply payments forward. Thank you for your attention to this. '' Dates : XX/XX/21, XX/XX/21, XX/XX/21 Amounts {$50000.00}, {$3000.00}, {$3000.00} I called XXXX to ask them to convert the future amortized interest payments back to principal, and they have cheerfully done so, but I believe they have possibly overcharged interest on the mortgage accounts of myself and many other customers who thought they applied lump sum payments to current principal, not future amortized interest. They told me extra payments are applied up to three months forward if sent from my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello I am sending this complaint because we have had the worst experience with this company. Based on my research this company has a 1.4 review score online. Everyone is complaining about the same issue. Not being able to get the proper customer service when needed. There also seems to be a high turn over within the company. I spent up to 4 hours today trying to reach a representative to get help with my loan to only be transferred around through their automated system. Even the website is so vague you can barely get information. The email address is also blocked. The company that I am sending this complaint against is LoanCare Mortgage Company. I do not understand how this company has not been investigated yet and how a company that has so many complaints and a 1.4 review is still in business. We were in Forbearance from XX/XX/2020 to XX/XX/2020 and this company does not seem to have all of there documentation to show when our forbearance started and ended. We were told that our forbearance was from XXXX to XXXX but that is not accurate. So we are trying to resolve this by asking for the original forbearance agreement that we never received but we can not reach anyone in forbearance. This department does not seem to exist, instead you just get a never ending automated system. The Refinance Reps will tell you they will transfer you to a Forbearance Representative but you never get to speak to a human only an automated system that gets you no where.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX and after my loan closed and 2 deeds were recorded as it was a bond loan, the lender had to redraw docs -within the same month- and 2 new deeds were recorded. However, at that time, the original deeds were not reconveyed. When my loan was modified in XXXX, this was supposed to have been resolved. I am now selling my home and all 4 liens are still on my title. I have reached out to the service - Loancare- as has title and escrow with a request to provide a full reconveyence letter once the loan is paid in full and no one is assisting. For 39 days I keep getting tomorrow or we will call you back and nothing is happening. Now I am paying XXXX a day on the extension for the home I am buying that was supposed to close on XXXX and they will only extend until XX/XX/XXXX and my earnest money is no longer refundable. XXXX addition, my buyers for my home are requiring me to pay for their lock extensions and are threatening to sue me because I signed a contract stating I had a clean title which I clearly dont. Today is my dead last day and Loancare has opted to ignore my calls, emails and puts me on hold for hours at a time to come back and tell me that it will take some time. I dont know what to do. I am going to lose everything over their mistake and no one cares. I need help. I had a modification that they tried to fight but lost because they violated HIPPA and I feel like I am now being discriminated against for that, as though they want to punish me for needing help. This is clear discrimination and I am not able to do anything else
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
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: During the pandemic I applied for mortgage deferment. I was approved. During my forbearance period, I made payments. Since I have brought my account current, and lender continues to report late in my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have tried to contact XXXX by phone, none of phone number s given in statement are no longer working and website giving me " oops '' mess. I wanted to ask questions about my account and CAN NOT reach a single person. Is this company even a legit company. Have I been scammed?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98407
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: In XX/XX/XXXX, a forbearance request was made and approved by Loancare LLC for 2 XXXX XXXX backed mortgages. In XX/XX/XXXX, both of these mortgages were sold to XXXX XXXX XXXX. Upon transition of the two mortgages to XXXX XXXX XXXX ; Loancare LLC then reported to all 3 credit bureaus that the 2 mortgages were delinquent and in collections. This effectively has dropped my credit score by 150 points. Having contacted Loancare LLC several times requesting that they accurately report these mortgages to the credit bureau as not being delinquent as defined by the CARES ACT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, LoanCare , LLC partially paid the property taxes that were due to the county. LoanCare , LLC did not pay {$54.00} of the amount that was due. I noticed the incorrect payment amount and notified LoanCare , LLC on XX/XX/XXXX, of the error, via their online message service. I provided them with the delinquent bill as well as explained the error. A generic ticket was automatically generated when the message was submitted. The ticket number is XXXX. Since the submission of the explanation and bill, I haven't heard anything from LoanCare , LLC. I received no letter within 5 business days stating they received the information ; as a matter of fact, I still have not received a letter from them acknowledging they received the information as outlined in 12 C.F.R. 1024.35. I called customer support on XX/XX/XXXX and XX/XX/XXXX at XXXX, and neither time was the customer support agent able to provide an update on its status. The 30 business days deadline is approaching, and I have not recieved any communication from LoanCare , LLC. I have opened 2 more tickets ( XXXX on XX/XX/XXXX & XXXX on XX/XX/XXXX ), providing the same information. We'll see if I get a response from either of those, but I highly doubt it. Based on the reviews and complaints I've seen about LoanCare , LLC on XXXX and other review sites, this seems to be standard practice for them ; horrible ( possibly shady ) service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the pandemic in XXXX I was layoff from work and had trouble paying my mortgage so I got on the forbearance plan in XXXX of XXXX, In XXXX I started a new career and started the process to end my forbearance plan. I completed a mitigation application and followed many step to end it, they said they would give me a loan modification. That would have really helped me get back on track. Instead I had to call them almost on a weekly basis to try and see what was the status. In mid XX/XX/XXXX I received a notice that I was approved for a deferment, which they had not discussed with me. So now my payment was due and was late. Frustrated, but I do not want to lose my home, so I start to make the payments again. I did not understand why they said they would give me a loan modification but instead gave me a deferment which left me with a 4.25 % interest rate loan, which I now can not refinance because I would need to first pay my deferred balance, in addition they say that escrow/taxes behind so my payment is increased by another {$500.00} per month. Now I have paid my XXXX, XXXX and XXXX payments, but it is really too high of a payment and I should be able to refinance and lower my rates but I feel I can not. My new career is not paying much yet and I really need some help. They also reported my deferment to the credit bureaus and my credit score went from exceptional ( XXXX ) to good ( XXXX ). Can you help me to find a way to lower my mortgage payments please?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A