Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am XXXX XXXX I am a XXXX. I called Loan Care Loss Draft at XXXX XXXX XXXX XX/XX/2023 I spoke with a person who did not identify who they were. They Never Do Loan Number # XXXX Property Address XXXX XXXX XXXX XXXX XXXX CO XXXX. Loan Care has told me and my client XXXX XXXX XXXX that they were sending out his final payment that Loan Care has been holding since XXXX of {$17000.00} The person I spoke with today is very vague about what exactly XXXX XXXX needs to send out his payment to him. But of course, no payment will be sent if we don't do exactly what they say. Previously I've had a rep say you need to send us a piece of paper saying what he's been paid- I said okay what amount is that- she's like uhhh let me check -- after a few minutes she comes back with I'm not sure but we can't release payment until we get that- that was someone else earlier this year and they did send out partial payment- everyone has a totally different set of rules they tell us and our clients to do to get their money. XXXX XXXX has been waiting on his final check of {$17000.00} since XXXX. He requested a {$15000.00} draw months ago that he never got and never was told he wasn't going to get. XXXX mailed Loan Care a {$62000.00} check around XX/XX/2023 and they release back to him {$45000.00} XX/XX/2023 and they are holding the rest. It is unjust to make our country 's elderly veterans jump through hoops and call numerous times to try to figure out how to pay their contractors. This has caused XXXX XXXX XXXX worry and stress he is underserving of. I as his friend but also his XXXX have the responsibility to seek answers for him that your rep today tried extremely hard to not give us. This job has been done, we sent in the certificate of completion. Loan Care makes no effort to contact XXXX XXXX or the XXXX with items needed. They have lied for months that they're sending out payment- Infact the lady today said the check was sent out then canceled? XXXX XXXX has not received a check let alone a cancelled one. Please review this call today to improve your reps training. This isn't a game to keep someone's money the longest- you are unfair to people who have done nothing to you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80920
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: They keep saying they have records an aplicacins of me asking for payments plans they did send me stack of papers about regulations an explanation of how they payments plans work i requested documents showing me asking for this payments plans i demand copies of the aplicacin you said I send you an i request the records they send to the XXXX mayor 's credit bureaus because they o different with errors I LOSS MY HOUSE MY JOB EVERYTHING
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: This complaint is about XXXX XXXX XXXX XXXX XXXX and Loancare. LLC ( the subservicer ). On XX/XX/2023, I received a call from a fake XXXX XXXX XXXXXXXX number asking me if I authorized someone not related to me to cash in a check. I said no and they informed me that they would be voiding the check as it was fraud. I asked who was trying to do this and they said they could not provide me with any information about that, but that it was being cashed in California. I immediately called XXXX XXXX XXXX XXXX XXXX to notify them that someone tried cashing in the check they sent me. They informed me that they could send me another check, but that they could not do that until 30 days from the date the check was issued, which was XX/XX/XXXX. I called back on XX/XX/XXXX and they confirmed that they were mailing me another check. On XX/XX/XXXX, after not receiving the second check, I called again. They told me that they did not send out a second check because the original check was cashed on XX/XX/XXXX. I was shocked and told them that this should not have happened, as I alerted them on XX/XX/XXXX about the fraud. I asked for a picture of the endorsed check and they sent me a picture with the endorsed part cut off. When I asked for another picture, they put me on a long hold and proceeded to send me a picture with someone else 's name on the endorsement section. I have contacted XXXX XXXX XXXX XXXX XXXX many times asking for the money they owe me for my escrow refund, but each time they give me conflicting stories. They even had a stranger 's phone number attached to my account : XXXX. They tell me they need to finish their investigation and then they will see if they can give me the money I am owed. XXXXLoancare owes me my escrow refund of {$4900.00} and it is clear to me that they never sent me a check and are giving me the run around. I am requesting that I receive the money I have been owed since XXXX immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92107
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Mortgage is reporting late payments for XXXX incorrect scenarios : Sometimes XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and sometimes XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. It is different depending on which credit bureau or which month our credit is pulled ( in XXXX and prior months it was the second set of dates but it was " corrected '' to the first set of more inaccurate dates in XXXX. ) However, the correct dates that accurately reflect when we made late payments as a result of a rolling XXXX are XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We have sent payment statements highlighting when late fees were assessed, dates payments were made and even received a letter back from Loancare stating that XXXX was in fact paid on time and was current. Our XXXX disputes ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) with Loancare were denied. They maintain that their data is accurate, despite there admission that XXXX was current. We then disputed with the XXXX credit bureaus. They have corrected the actual dates but the account status designation of 30 days past due remains on the incorrect months. This leads lenders to believe that our most recent late payment was XXXX or XX/XX/2023 when it was in fact XX/XX/2023.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77377
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I am writing to file a formal complaint against LoanCareXXXX XXXX XXXX , a mortgage loan servicing company, for multiple violations of the Fair Debt Collection Practices Act ( FDCPA ) and other regulatory requirements. My experience with LoanCare/XXXX XXXXXXXX XXXX has been characterized by a persistent failure to respond to debt validation requests, unlawful threats of foreclosure, and the initiation of debt collection actions despite my attempts to resolve the situation. My specific concerns and the sequence of events leading to this complaint are as follows : Failure to Respond to Debt Validation Requests : I have sent multiple debt validation requests, along with an affidavit, to LoanCareXXXX XXXX XXXX through various channels, including certified mail, requesting verification of the debt. Despite my diligent efforts, I have received no proper response or validation of the debt, as required by the FDCPA. I am deeply concerned about the validity of the debt, and LoanCare/XXXX XXXXXXXX XXXX XXXX failure to respond is a direct violation of my rights as a consumer. Unilateral Transition to Online Statements : I never signed up for online statements with LoanCare/XXXX XXXX XXXX and had been receiving paper statement coupons via USPS as a reliable method for tracking my mortgage account. However, without my consent or notification, they unilaterally transitioned to online statements, depriving me of these essential documents and undermining my ability to monitor my mortgage account accurately. Threats of Foreclosure : Despite my genuine attempts to resolve the issues surrounding my mortgage, LoanCare/XXXX XXXXXXXX XXXX initiated threats of foreclosure, causing considerable XXXX and XXXX. These threats have been made without proper communication, negotiation, or adherence to regulatory procedures. There is a record of this being common practice and pending class action lawsuit against XXXX a subsidiary of LoanCare/XXXX Debt Collection Agency Involvement : To my astonishment, I recently received letters from a debt collection company threatening foreclosure proceedings, even after I sent a payment on XX/XX/2023, via certified mailing ( USPS Certified Mail Mailing Request XXXX XXXX ). This further raises questions about LoanCare/XXXX XXXXXXXX XXXX XXXX unethical and unlawful practices. I request that the CFPB conduct a thorough investigation into the actions of LoanCareXXXX XXXX XXXX to ensure that they are in compliance with the FDCPA and other relevant regulations. I believe it is essential to hold LoanCare/XXXX XXXXXXXX XXXX accountable for their actions and the harm they have caused. I have attached relevant documents, including copies of my debt validation requests, the affidavit, certified mail receipts, and any other pertinent information for your review. I appreciate your prompt attention to this matter and your commitment to safeguarding consumer rights. Please keep me informed of the progress of this complaint and any actions taken by the CFPB in response. Thank you for your assistance in addressing this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: On XX/XX/26 I called and spoke to XXXX with Loancare and explained I was submitting a mortgage assistance application for a XXXX plan. I submitted a hardship letter with an explanation that my foundation needs to be repaired at an estimated cost of XXXX. I need to be out of the house and pay for other living arrangements. I was told I would be reviewed for a XXXX plan. I called on XXXX and was told by a representative that I am only be reviewed for a loan modification. A loan modification will not help me at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: When coming out of mortgage forbearance, Loancare repeatedly would not process the paperwork I sent in, delaying the repayment process. I finally had to call in and tell them I had sent paperwork multiple times, they then processed my loan restart with just my signature ( not asking for paperwork again ). I was informed multiple times that the delinquent notices I incurred while they failed to process my paperwork would be removed as soon as I made the first few payments. I have made multiple payments and they are still there. I reached out to loancare to fix the error. They sent me a letter back saying it was accurate. I need it fixed as soon as possible. It is really hampering my ability to get a business loan to grow my business. Thank you for all your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95382
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I was serving XXXX in XXXX for a year. We moved out of the house and rented it out in XXXX the movers had to move out and due to me not receiving BAH I was unable to pay it and I let them know in may. I called and ask could they put a hold on it due to me being XXXX XXXX and being XXXX I was told by one of their customer service representatives that I would be fine because Im XXXX XXXX. Mind you Im in XXXX and all my mail is forwarded to my parents house in GA. I find out from my mother that the house was set for foreclosure in XXXX Im 19 hours ahead and it was hard to make contact p. I told them several times that I was XXXX XXXX and only one member deceived to help me. Other members hung up the phone lied and said it would be stopped I wasnt told I had to send my orders until XXXX. This company violated many rights under the XXXX. They recently changed the locks against my will. I am over fighting for the country I shouldnt have to be fighting for my property under these circumstances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30248
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I am in XXXX XXXX service XXXX veteran. I got a loan modification with a VA back loan. I recently had medical issues and have been unable to make payments. I am over 160 days behind. I applied for a loan modification three months ago, instead of helping me, they raised my payment and made it unfeasible for me to live and pay my bills. I contacted the VA they put me in touch with their social worker who was no help I have applied to different programs to no avail. I called nation lending requesting a loan modification or asking what they could do to prevent the foreclosure as this is my home and they told me I could do a short sale or pay them at lump sum of {$9000.00} or there was nothing else I could do. They were very inconsiderate, and I have been unable to get any help from the lender or the VA in regards to this matter. Please help me as I am about to lose my home and I have been through XXXX XXXXXXXX in the past two years from XXXX as well as had a decline from the financial stress and burden. My XXXX has gotten so I am in extreme emotional and financial crisis. I served my country honorably, was severely injured in XXXX Ive received XXXX XXXX XXXX, and Im a highly decorated veteran, and I am deeply hurt that neither the VA nor and XXXX XXXX well help me. I have also called the HUD counseling agency and was told by them that XXXX XXXX is known for their predatory practices, and I would greatly appreciate if you would look into this and get back to me as soon as possible. Thank you so much for your time I sincerely hope you can help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Loancare has failed to accurately manage and execute their fiduciary responsibility regarding my property tax and hazard insurance escrow account associated with loan number XXXX. This lack of performance has resulted in overdue XXXX XXXX property taxes of more than {$8800.00} for XXXX with over {$1200.00} penalties assessed on my home located at XXXX XXXX XXXX XXXX XXXX, Ohio XXXX. In addition, the time and effort expended dealing with Loancare, the XXXX XXXX Ohio auditors office, and getting informed about Loancare escrow details and auditor processes should not be my responsibility. Escrow payments and principal and interest on a 30 year mortgage were made monthly starting in XXXX of XXXX and every month thereafter via automatic deductions from my personal bank account. The escrow payments consisted of {$1000.00} monthly for XXXX XXXX XXXX XXXX Ohio property taxes and for annual hazard insurance. The escrow account opened with a balance of {$2800.00} paid XX/XX/XXXX at closing and {$1000.00} was paid into this escrow account each month starting in XXXX of XXXX. XXXX XXXX policy for XXXX in the amount of {$1400.00} was paid for at closing with personal funds. XXXX XXXX XXXX in the amount of {$1500.00} was paid by Loancare from the escrow account associated with the loan. XXXX XXXX Ohio auditors require 2 accounts established on a residential property, one account for the land and one account for the home. The account number for the XXXX acre land parcel is XXXX and the account number for the home is XXXX. Loancare does not have the appropriate account numbers for both accounts and has paid a total of {$42.00} for the land for XXXX paid to the auditors office. Nothing was paid on the house to date. Auditors office does not have contact information for Loancare associated with the home account number on Auditors records. Loancare issued a refund to the borrower on XX/XX/XXXX in the amount of {$5600.00} with only refund notated on the check and a note saying escrow excess balance was being refunded. This check was mailed to appropriate address where borrower lives and to which mortgage applies. Again on XXXX a refund was issued to borrower in the amount of {$11000.00} with refund and a note indicating excess escrow monies. To date as of XX/XX/XXXX borrower had not received this money as it was not mailed to borrower at his home address to which the mortgage relates but rather to a prior address. Loancare finally put a stop to this check and borrower finally received a reissued check on XX/XX/XXXX. In above cases of refunds, borrower did not know property taxes were not paid as Loancare was required to pay and therefore borrower thought the escrow overage was a result of over estimated and/or overpaid property taxes for a new home and too much monies paid into escrow account. XXXX XXXX Auditor office sent an invoice to homeowner for past due taxes on XX/XX/XXXX which was the first notification received of property tax delinquencies which started the process of dealing with auditors office, Loancare, and six different rank and file employees who were extremely uninformed, not helpful, all of whom would not put me in contact with a decision maker or an informed escrow account management person. Entering into this complaint process with CFPB was initiated to insure a complete review of my escrow account with Loancare, insure Auditors property tax accounts are paid in full, and borrower is made whole on any and all penalties, interest, and charges incurred as a result of Loancares lack of performance. In addition, a review of current monthly escrow payment amounts to more accurately reflect what dollars need to be escrowed would make sense as estimates on taxes and insurance to be escrowed were overstated at time of closing. Borrower would rather pay monthly escrow amount that more closely aligns with true tax bill details and insurance premiums. As of XX/XX/XXXX homeowner has had no correspondence, directions, or next steps from Loancare in effort to resolve the proper administration of the escrow account associated with my home loan. As of XX/XX/XXXX XXXX XXXX Ohio Auditors Office has not received property tax payments and penalty payments from Loancare. As of XX/XX/XXXX Loancare has not followed through with multiple promises to execute escrow reviews and respond to homeowner within 3-5 business days for explanations and next steps. Complaint filed by homeowner and mortgagor Loan number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A