Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan at XXXX XXXX was transferred to Loancare LLC for servicing in or about XX/XX/2021. Since then, Loancare LLC has refused to credit my payments to my loan, and has instead been misappropriating the funds and claiming that the loan is delinquent. I have spoken to customer service agents at least 5 times and sent a letter by US mail asking Loancare to apply the payments I have made in XXXX, XXXX, and XX/XX/2021. The phone service representatives claim a " mistake '' was made and that it will be fixed and the payments will be correctly applied. But this has been going on for months with no resolution - nothing is ever fixed, and Loancare continues to keep my payments without crediting them to the interest and principal of the loan despite my frequent express directions via telephone and via letter to credit them appropriately. Loancare also stopped sending me monthly statements by mail or online, apparently in an effort to conceal its fraudulent scheme. This company is a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mortgage company reported late payment. XX/XX/XXXX, I refinanced with XXXX. Received a letter stating loan is transferred to XXXX XXXX XXXX ( Loancare ) with first payment due XX/XX/XXXX. XXXX. I paid XXXX XXXX XXXX XXXX XXXX and XX/XX/XXXX payment. Late XXXX, I received a letter from XXXX mortgage company stating the loan is being transferred to XXXX, payments due on or after XX/XX/XXXX are to be sent to XXXX. At the time of the letter, I had already sent my payment for XXXX and XXXX to XXXX XXXX. First week of XXXX I get calls from XXXX stating they want their XXXX and XXXX payments. I told them I already paid them to XXXX XXXX per the letter I received in XXXX XXXX. They told me they will look into it. Mid XXXX, I sent my XXXX payment to XXXX. Late XXXX and XXXX, I'm getting two mortgage bills from two different banks. XXXX is harrassing me about the XXXX and XXXX payment, and XXXX XXXX is harrassing for the XXXX payment which I paid XXXX. In XXXX, I spoke with XXXX XXXX and they told me that my loan is still active with them and they have no records of the loan being transfered to XXXX. During this time, I get a letter from XXXX stating that the loan is being transfered to XXXX XXXXXXXX XXXX I had sent in all notice of transfer letters and proof of payments to both XXXX XXXX and XXXX. Because XXXX was showing they were missing XXXX and XXXX payments and XXXX XXXX missing XXXX, they both assured me that this will not affect my credit because I am protected for 90 days after a loan transfer. ( For the record, first payment after the the refinance was XXXX. XXXX and XXXX payments went to XXXX XXXX. XXXX payment went to XXXX, XXXX and XXXX went to XXXX XXXX, non of which were late ). When I contacted XXXX after receiving this transfer notice, they told me they could not help me because my loan packet was with XXXX XXXX. I was advised to contact XXXX XXXX and sort it out. The XXXX payment I had sent to XXXX was sent with the loan to XXXX XXXX. After the loan transferred to XXXX XXXX in XXXX, XXXX XXXX was contacting me for the two missing payments, XXXX and XXXX ( both were sent to XXXX XXXX ). ( In a nutshell, first payment after the the refinance was XXXX XXXX XXXX and XXXX payments were sent to XXXX XXXX XXXX was sent to XXXX, XXXX was sent to XXXX XXXX. After going back and forth with XXXX XXXX and XXXX XXXX almost everyday for almost a month, XXXX XXXX contacted me late XXXX and told me everything was corrected and settled. The loan was being transferred to XXXX XXXX and will be finalized XXXX XXXX Since it was the last week of XXXX, they told me to send the XXXX payment to XXXX XXXX since the loan is being transfered to avoid further confusion. Loan transfer issue has been resolved. Last Saturday, I was checking my credit report via XXXX and noticed my credit score drop significantly. It was because a " Late payment '' from Loancare who reported it looks like this month. I sent to company messages via their website no call back or email. I have been calling all day today and yesterday but have been unable to get through anyone through their automated system. I have NEVER missed or sent a late payment. I have worked hard to have the credit rating I have. This last few months have been extremely stressful for me dealing with these mortgage companies. These banks don't communicate with each other or within. If I had not taken the time from work and home to figure it out, this would still be on going. Please help me correct this " late payment '' from my credit report. Never been late or missed a payment. I am planning on buy a new home in the coming months and I don't want this to ruin it. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91501
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan are still hasn't received my money. Everytime that they call and leave a callback number, the phone number sends me to the phone tree, which hands up on me since my loan is no longer with XXXX. I have no way of speaking to someone, it just keeps hanging up on me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This account is involved in litigation for fraudulent practices according to my FCRA rights. I have not supplied proof under the doctrine of estoppel by silence, Engelhardt v. Gravens ( Mo ) 281 SW 715, 719, I may presume that no proof of the alleged debt, nor therefore any such debt, in fact exists. Note that the collector has to stop all collection activities until it can provide all the evidence. Under the FDCPA Section 809, Validation of debts [ 15 USC 1692g ] I have the right to verify any alleged debt on my credit report and if the alleged debt is being disputed, the debt collector shall cease.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78023
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payment for homeowners insurance ( {$2300.00} ) was due XX/XX/XXXX. Loancare did not pay the bill by the due date. I confirmed multiple times that by logging in to my online insurance account. Since they had not paid, I paid the account on XX/XX/XXXX. At the same time, in my Loancare account, it showed that I had to upload proof of insurance to XXXX since my old insurance expired after XX/XX/XXXX. I made my insurance payment on time so I would not default on my policy and I uploaded the statement showing this had been paid. The statement I provided showed proof of insurance and a XXXX balance meaning the insurance had been paid and Loancare did not need to pay anything. On XX/XX/XXXX, Loancare decides to pay my Homeowners insurance ( {$2300.00} ) a second time. You can see this from my statement provided. This was a paper check mailed so theres no way it would have been received on time for the XX/XX/XXXX due date. But theres no reason for them to send a check at this point since I already provided proof of payment. I have called Loancare on numerous occasions and they do not have customer representatives to speak to in order to resolve problems. Their system is entirely automated. I have been able to speak to someone at mycoverage.info, but they can not help me with Loancare issues, only whether or not they received documents. Their information is inaccurate though, because when I did call and speak to someone after realizing my homeowners insurance had been overpaid, the lady I spoke to on XX/XX/XXXX told me there was no proof I had uploaded my receipt of insurance payment. That is 100 % false. I have the email confirmation and the file I uploaded. Unfortunately, their confirmation doesnt show what was uploaded but I know for a fact that this document showed payment and the entire point of my upload was to show I had already paid and provide proof of insurance. Since Loancare does not have phone representatives for customer service, I have since resorted to emailing their customer service, but they do not respond to emails either. I only have gotten auto responses or emails indicating my message would be forwarded to the appropriate department. There are 3 different ticket numbers that were created through all of these messages : XXXX, XXXX, XXXX. XX/XX/XXXX I sent an email requesting a refund from escrow for homeowners insurance overpayment. XX/XX/XXXX I requested refund from escrow for homeowners insurance overpayment. XX/XX/XXXX I sent another request to refund funds from escrow for homeowners insurance overpayment. XX/XX/XXXX replied to their canned response asking for a timeline of a response. On XX/XX/XXXX for some mysterious reason, Loancare decided to try to pay my homeowners insurance a third time. I received an email stating an escrow disbursement was made on my behalf yet when I logged into my account there was no additional information, such as who it was sent to. This was after I requested to have it refunded TO ME. I did not authorize any funds being disbursed to anyone other than me. There was no reason for my insurance to be paid a third time. XX/XX/XXXX I sent a follow up email asking for a response. XX/XX/XXXX I sent another follow-up email asking whether or not the escrow disbursement was refunded to me or if the insurance was overpaid again. XX/XX/XXXX I sent another followup alerting them that I would be filing complaints with government agencies since I had been unsuccessful at getting any response or resolution from Loancare. As of XX/XX/XXXX the funds from the second overpayment have been returned back in my escrow account ( i.e. the insurance company again rejected the check )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in an approved COVID-19 Forbearance Plan for the past 12 months. At the conclusion of the plan I finally was able to talk to a Loancare representative and completed a questionare process to be considered for a loan modification ( due to fact that I have a federally owned mortgage ) which I was advised that I was being approved at current market rate ( which as of XX/XX/2021 was in the 2.5 % range ). I never received a loan modification and was put on deferral plan as of XX/XX/2021 and my loan servicing was transferred to XXXX XXXX on same date. Loancare should be held accountable for these actions and I should receive the loan modification at the rate and terms promised by the service advisor. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 289XX
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional mortgage on my property. The principal balance is approximately {$92000.00}. The original balance was approximately {$210000.00}. My mortgage was held by XXXX XXXX XXXX, originally XXXX. As of XXXX XX/XX/2021, XXXX changed the mortgage service provider to Loan Care. That is the start of the problem. I am a realtor and am accustomed to dealing with mortgages, etc. I had always paid XXXX via auto-pay from my XXXX XXXXXXXX XXXX account. Loan Care supplies NO option for an auto-pay form BOA. They provide ONLY their accessing my bank account 0 which I do not allow. Thus, they require a check. XXXX XXXX XXXX sent Loan Care a check for {$1600.00} for the XXXX XXXX, XXXX XXXX and XXXX XXXX payments. The required amount is {$920.00} per month, but I pay additional principal each month. It took 8-9 telephone calls and nearly 7 weeks for Loan Care to post said payments. I changed the payment date at XXXX for the XXXX XXXX payment and on XXXX XXXX, XXXX sent out the {$1600.00} payment for XXXX XXXX. Today is XXXX XXXX XXXX 23 days later ), Loan Care says the XXXX is problematic but that is not their issue, it is mine and they claim NOT to have received the payment yet and will impose a $ XXXX late fee if not received by Monday. I have left 4 emails requesting them to call me - I have received NO calls. I do believe their business practices are inappropriate and while I understand the CFPB handles many more serious issues, this is important to me. XXXX verifies Loan Care is problematic but their customer service is the worst I have seen and I do believe that their goal is to make $ and not provide service. I believe their process is fraudulent and ask you to investigate this company and help me rectify this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34113
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Beginning of XX/XX/XXXX we were on a 6 months forbearance program due to pandemic, later in XXXX we continued another 6 months of the program. However in XXXX we filed for modification. We got approved in XX/XX/XXXX with the modification. We were not notified with the modification approval or received any paperwork. On XX/XX/XXXX the XXXX company called us and advised us that we are required to do a payments for the months of XXXX in the amount of {$4800.00}. We made a payment via phone to this company for the exact of {$4800.00}. This payment was taken from our bank and we have the bank statement to show the proof of payment. However till today XX/XX/XXXX the payment has NOT being posted to our account. We tried to solve this issue with this company for over a month and half, with several phone calls and yet this issue has not being solved. We resumed our normal payments. But {$4800.00} has not been posted, we are getting charged with interest on this and also getting multiple delinquent calls harassing us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into Cares Act Forbearance with LoanCare XXXX of XXXX and it is extended through XX/XX/XXXX. My mortgage account was current upon entering into Cares ACt Forbearance. LoanCare just transferred servicing of my loan to another company, upon doing so they reported to the credit bureaus that the loan is 120 days or greater past due to XXXX and XXXX. My credit rating with both bureaus is a XXXX. I am suffering job impacts from this action as my position is dependent upon satisfactory credit. I have attempted to call and have sent numerous emails trying to get this corrected. They closed my most recent ticket without contacting me siting that I did not provide them with a complete credit report. I had to call them to find out the resolution to the ticket as they just closed it with no comments. I need my credit updated and reported correctly immediately. The attached documents are what has been sent numerous times to LoanCare via several email addresses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75090
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX payment to the company was not posted correctly and I have had major problems ... after NUMEROUS calls to rectify it ... .it is now XXXX and the problems are STILL not corrected..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A