Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In forbearance due to COVID from XX/XX/XXXX. I was told that I would not have to make a payment until XX/XX/XXXX. Due to this being my first time going through the process, I relied on the support of my mortgage company during this very scary and difficult time. I was asked to pay all skipped payments when forbearance ended and I told them I wouldnt be able to do that. They sent me a packet for a partial claim. I called several times to ask questions about the package. I mailed it back by the due date. XXXX I received a call that because I havent paid any of my payments since the forbearance ended in XX/XX/XXXX and they were reporting me to the credit bureau. I told them I was told XX/XX/XXXX would be my first payment. I asked about my options and I was told I didnt have any since the partial claim was still being processed. I was told I could do an extension of forbearance after it was processed and my account brought current. I panicked and made payments to bring my account current from my emergency savings account. I was told that the forbearance ended XX/XX/XXXX. XXXX in the process of refinancing mortgage for an affordable rate. Loancare has provided new mortgage company XX/XX/XXXX-XX/XX/XXXX. XXXX called Loancare to see why they are giving the incorrect date and was told by XXXX that the person I spoke to on the phone in XXXX decided to extend my forbearance after the partial claim was processed. I did not authorize this. I have been on hold trying to resolved this for 4 hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Contacted company for removal of my record from their files. Explain it affected my credit rating. Their response was they still own my mortgage. Don't understand why. It was first loan mortgage and sold : Status Transferred, closed/Never late. Type Mortgage Terms 25 Years On record until XXXX XXXXXXXX Last date they reported my status : Date of status XX/XX/XXXX -- First reported XX/XX/XXXX Transferred to another lender which is my current mortgage company that reports my status to credit reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX to LoanCare. The XXXX payment was made to XXXX electronically through our bank account. We received a letter from XXXX that our payment was received and that the payment would be forwarded to LoanCare. In early XXXX we received a letter from LoanCare that our XXXX payment was not received and they would need to receive a payment ASAP. That began the whole process of calling more than 30 times, numerous emails with attachments including the prior stated letter from XXXX and the Transmittal form from XXXX XXXX XXXX that an elelctronic payment had been made and received to XXXX bank in XXXX. On numerous occasions we have been disconnected without call backs as well as not received calls from managers that have been promised. We are currently waiting for their Research Team to make a decision on our case of where the missing payment went.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92805
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm on forbearnce plan with XXXX XXXX XXXX XXXX i have been making my monthly payment from XX/XX/21. thats 5 months.=XXXX. they have not credited my account for these payments. Also, my bank states payments have been made. customer service transferred me and waitting over 1:30 minutes now for update on my account? tis has become very stressful. No one is telling me where my payments went? please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan care didnt approve my forbearance on time, making me be late on my mortgage, during Corona virus beginning, they report my lates payments and didnt want to deleted. It heart my credit a lot and cost my credit a year to get back on track, I did not have any other late payment accounts and they did not have any consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did a temporary forbearance with my mortgage company ( Loancare ). It was due to COVID and was only supposed to last 3 months. About 3 months later I started contacting Loancare about starting up my monthly payments again. Somehow they accidentally extended my forbearance. Finally, in XXXX, I got paperwork to fill out to reinstate my payments. It took a month to receive this paperwork. I got it notarized and sent it back via XXXX. Im waiting for my payments to be restarted XXXX during this forbearance they have disabled online payments for my account ). The last time I spoke with a rep they said my payments would start again XX/XX/XXXX. The forbearance missed payments are to go at the end of my loan. Now, unexpectedly, I am receiving letters saying my mortgage is in default and Im at risk for foreclosure. My mortgage is NOT in default. It was a planned forbearance due to COVId. Loancare has made it incredibly difficult to get my monthly payments restarted and now they are threatening foreclosure. I am devastated because Ive done everything Im supposed to and Ive been ready to make payments again. Loancare needs to correct my mortgage so my credit isnt ruined and I dont lose my home. Literally all of this is their fault yet Im going to suffer the consequences.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48375
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan care - XXXX XXXX has falsely and fraudulently stated my mailing address is not up to date. My address is and has always been my property address and this appears to be fraud on behalf of my loan care to disqualify me from entitled relief for my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX stopped my automatic payment for some reason. I noticed in XXXX that XXXX had not been paid. So I mad a double payment ( XXXX XXXX ) plus {$400.00}. For a total of XXXX I checked on XX/XX/XXXX and the website showed I was delinquent for XXXX. I called and was told by XXXX the funds were in suspense and it would take about 4 days to allocate the funds. On XX/XX/XXXX, it still showed I was delinquent for XXXX. I called and an XXXX said it would take a few days. I emailed XX/XX/XXXX and recapped what had happen and that I was going to call my attorney if it was corrected by XX/XX/XXXX. My attorney instructed me to file with you. Attached is the email that I sent my attorney for his records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
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 a loan with loan care # XXXX phone # XXXX i have agreement with loan care due covid -19 forbearence plan set up for180 days because my loan is a XXXX XXXX holder and now loan care reported to XXXX my credit agency that i am delinquent 60 days XXXX have fisco score down from XXXX to XXXX i want to disputed because loan care told me that it reported that way and XXXX told me laon care reported as dilinquent i need this matter to resolved by loan care thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reviewing the online payment history, I found that the company has, again, misapplied a payment. On XX/XX/XXXX, per my telephone conversation with XXXX, {$1200.00} was paid to be applied {$1100.00} to pay the XX/XX/XXXX payment and {$84.00}, plus the amount of {$1000.00}, which for absolutely no known reason has been kept in a suspense account, to make the {$1100.00} payment for XX/XX/XXXX ( confirmation # XXXX ). However, the payment history online reflects the full {$1200.00} being applied to the escrow account on XX/XX/XXXX. This presents one major problem, as the company has been reporting my account as late this whole time, which if the XX/XX/XXXX payment was properly applied, is not the case. Also, had the XX/XX/XXXX payment been properly credited I would not have had to increase the XX/XX/XXXX payment to again add the extra to the amount held in suspense so it would be credited as a full payment. LoanCareXXXX XXXX owes me {$84.00}. The company was contacted on XX/XX/XXXX to catch up on payments amidst the COVID impact on our financial situation by arranging to have a payment of {$1200.00} deducted from a specific account on XX/XX/XXXX ( confirm # XXXX ) and again on XX/XX/XXXX ( confirm # XXXX ). For a reason that no one can explain to me, {$2000.00} was deducted from a different account on XX/XX/XXXX, which over drafted that account. A stop payment had to be placed on that ACH with my bank to restore the account. Because the payment was reversed the company continued to report my account as past due, however, had they properly processed the XX/XX/XXXX and then XX/XX/XXXX payments, the account would not have been past due. In addition, the company then charged me for the stop payment! It was your company who processed an ACH for an unapproved amount from an unauthorized account! This {$40.00} fee must also be refunded to me. Prior to this, I thought the company was helping me by allowing a payment forbearance. However, at the end of the term of the forbearance, on XX/XX/XXXX, I received a letter requesting payment, in a lump sum, of {$11000.00} was due by XX/XX/XXXX or face foreclosure. This was not explained to me when I accepted the forbearance. It was by the grace of XXXX that I was able to quickly put together enough money to avoid further negative action on my mortgage. Further, it is my understanding that for XXXX XXXX backed loans, which my mortgage is, a bank can not require that the missed payments, or portion thereof, can be demanded to be paid in a lump sum payment after the forbearance period. Prior to this was no picnic for me with your company either. Attached is a copy of my email of XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34606
Submitted Via: Web
Date Sent: 2021-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A