Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage company did not disburse payment from my escrow account to pay my property insurance. The money was in the escrow account and the bill was due in XX/XX/XXXX. On XX/XX/XXXX I called LoanCare because I received a letter from them saying my property was not insured. I called them and asked, " How can I not have insurance when you're supposed to pay it from the escrow account? '' They said it was just that the mortgagee clause wasn't on the declarations. They put me on hold and called the insurance company. After a few minutes they came back on the line and said the problem was resolved. In XXXX I got another letter saying that my insurance cancelled on XXXX XXXX XXXX. This time I called the insurance company to see what was going on. They said LoanCare had not paid them since XXXX. I called LoanCare and they apologized for not paying the bill and issued a check to XXXX XXXX on XX/XX/XXXX. I called XXXX XXXX to confirm receipt of payment on XX/XX/XXXX and was told they mailed the check back to LoanCare on XX/XX/XXXX because the policy has to be re-written. When I tried to have the new policy re-written their underwriting department said they could not insure me at all due to the lapse in coverage. I made a report with with PA Insurance Commission and also had to obtain a policy from XXXX XXXX XXXX which is for people who are uninsurable through the marketplace. Meanwhile, the mortgage company has told me that I'm in violation of my agreement because my property didn't have insurance. However, they are the ones who did not pay it from my escrow account. I don't have access to that account. I had to do a report with LoanCare which is under investigation so that they can determine if I'm at fault. Additionally, the insurance that I purchased from the XXXX XXXXXXXX XXXX is under review with them as well. All of this, when I had the money sitting in my escrow account for them to pay my bill in XXXX when it was due, and in XXXX when they called about the XXXX clause, and in XXXX when the final notice was sent to them. It makes no sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: i have filed NUMEROUS complaints about this single issue and someone doesn't understand. I have a written payoff good thru XXXX which was paid BEFORE that period of time. NOT the intitial principal quote that i was given verbally. I received a PAYOFF -- -paid it off before expiration of payoff and a small balance of {$80.00} was transferred to a new servicer. please stand by the consumer here -- ME! that is literally your job
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35601
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been trying to resolve issues with this company since XXXX XXXX and have been treated poorly and nobody was willing to listen to my problem. It started with me switching banks. I contacted Loan Care to stop the payment in one bank and take out of the other. I was informed that it could not be done, it was too close to the payment. They proceeded to take it out twice and both times returned. I then agreed to pay twice in XXXX to bring up to date from new account. I had a deposit from the state of XXXX into my new account. I then was informed this deposit would be held for 10 days due to an ACH glitch, so I informed Loan Care but they continued to take out a payment that was returned. I then paid two payments from on line banking to Loan Care in XXXX. My bank both listed them as processed with a conformation number. I did not think about it again thinking I was current and the issue was resolved. I then get a foreclosure notice that I am 60 days overdue. Loan Care blamed my bank that they never sent the funds. I contacted my bank and they informed me it was sent and for some reason was returned. By now it is the XXXX XXXX and I called and said you already messed my credit and I do not want to be 90 days so take the money now. The rude customer service representative said no I can only pay by certified check. I took off work and ran to the bank and then the post office. I sent it the fastest way possible since on XXXX it would be 90 days. They did not process until XXXX so now my credit is ruined. I borrowed money from my pension fund to pay all fees and bring the mortgage current plus some. I used my bill pay feature and XXXX was sent and processed. I now received another call that I owe XXXX. I said once again payments were processed and Loan care did not process them. They put me on hold and said all the payment from XXXX XXXX XXXX XXXX XXXX XXXX XXXX were returned because I can only pay by certified check. Now I have to miss another day of work to go to the bank, when nobody ever notified me of this. I am so angry but when I ask for a supervisor, I am placed on hold so long I hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Attached are two responses from LoanCare , LLC which regards the previous complaint filed XX/XX/2024. The first response datedXX/XX/2024 states that the company received a " notice of error regarding the loan referenced. '' I did not send a " notice of error '' nor did I ever refer to the matter as an " error. '' I, respectfully, made issue with regard to a " breach '' in the company 's system and the " timing '' of the breach. The second response dated XX/XX/2024states that I " questioned the validity of the loan transfer. '' My wife and I are well aware that mortgage companies can and do sell or transfer loans. My letter addressed the " timing '' of the security breach with respect to the loan transfer. During the brief two week period for the " announced '' transfer, I had contacted LoanCare , LLC customer service with respect to a " physical address '' for XXXX, XXXX for mailing Certified Mail to the company. Customer Service could not or would not give out that information. I found an address via my own investigation. The following day after the phone call to LoanCare , LLC customer service I received multiple phone calls with voice messages to contact LoanCare. These calls came in while I was out of town. I had already mailed our mortgage payment for XX/XX/XXXX. When XXXX, XXXX received our payment the calls from LoanCare , LLC stopped. My wife and I made the " transition '' of our loan being transferred from Loancare , LLC to XXXX, XXXX without a problem. There was no chaos with respect to making " timely '' payment ( s ). Again, I do question the " timing '' of the security breach which raises questions about other borrowers maybe enrolling in " identity theft '' protection via LoanCare , LLC letters sent out to other borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Per the CARES Act initiative the the Dept of Treasury in response to disparities occurring during XXXX, I reached out to the mortgage company in XX/XX/2020 after my job had been cut due to XXXX occurrence. I spoke personally, with a representative from the mortgage company, informed them of my situation, and during the phone call I was asked a series of questions that the representative informed me would be submitted for initiation of the forbearance immediately. I was informed by the representative that I did not have to make any payment until instructed to do so once the forbearance expired. I didnt receive the paperwork indicating that my forbearance have been approved effective XX/XX/2020. During that time I made multiple attempts to reach a representative by phone to discuss the XXXX payment that had not been made per my conversation with the representative the previous month. As many companies had decreased their staff during the pandemic, I was never able to reach a live representative, and a voice recording on their end, said to call back at another time. Due to this discrepancy in Loancares processing of this paperwork, they have counted every month as a non-payment on my credit report, which is in direct violation of the CARES Act. if they are unable to get this issue, resolved, I will take this case to those that oversee direct violations of the CARES Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: For over six months I have had my account set up for auto pay and I am actually ahead on payments. On XX/XX/26 I attempted to update my banking information ( new bank which I had previously had set up with LoanCare ) and received a error message when entering the routing number. I called customer service and was told they can't/wo n't set up auto pay due to a bankruptcy XXXX years ago. I told the rep for more then six months I have had auto pay set up. Rep tells me she doesn't see this and I must have used bill pay. I again assure her I had previously set up successfully auto pay on their company 's web site. After getting nowhere I reached out to a XXXX XXXX in Loancare 's Office of the President for help ( XXXX who had reluctantly helped with previously issues. Each time I call I get voice mail and leave a message which is never returned. It is as if Loancare wants the customer to miss a payment by now forcing the customer to either call every month or mail in a payment. And to be lied to and told I never had auto pay set up with Loancare even though for more then six months I did is a shock. Company is extremely difficult to work with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2024-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: A modification application was done in XX/XX/XXXX with Loancare saying that they had not received my check for the past due balance. I never got a letter from them saying it was denied etc. They said that they have never received any application from me which I have proof that they indeed received it. I received papers stating that they were going to file foreclosure process on me XX/XX/XXXX. During this time there were a filed modification which did not stop the foreclosure process. I filled out another one in late XXXX and XX/XX/XXXX, nevertheless I got a letter stating the application was incomplete. The foreclosure process in Texas was not stopped. I filed XXXX XX/XX/XXXX and I have not received any response yet. The forecloser process has never stopped During this whole time process. My foreclosure process is still active even though a modification is sitting at Loancare. They send letters and it's 15 days after the file date. Letting me know my application is incomplete. I talked to the loss mitigation department and they told me that they received my application and was working on it. Everytime I call I get a different answer. I have never gotten a email back from them or a text message from them even when I said that is my # 1 means of communication. They have violated Texas laws. I have been in contact with them to save my house because I was told too but everyone who works there gives me the runaround. My wife has XXXX and the stress of this has made her XXXX worse. XXXX worse. LOANCARE is who the bank is with. They are awful for getting your information and they are not willing to work with you. My check I mailed is still missing. What happened to my money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Loancare : # XXXX, 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Loancare knows this information posted on my credit report is incorrect. Loancare can not produce loan agreements with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I had damages to my home and received insurance claim money which I then submitted to the mortgage company ( Loancare LLC ). In XXXXXXXX XXXX XXXXXXXX I received a final home inspection which confirmed 100 % of the work was completed. The mortgage company failed to pay remaining funds. I then had to take over {$20000.00} out of my own savings to pay the contractor as they were threatening to file a lien on my home. I submitted paid in full receipt on XXXX XX/XX/XXXX. I still have not been paid by the mortgage company. They are taking excessively long to process the check. I keep getting promised 3-5 business days every time I call, and nothing ever happens. Ive probably called them over 20 times in the last 3 months. They are completely incompetent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98405
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There is fraudulent mortgage reporting on my credit report. My signature was forged to obtain a mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60473
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A