Date Received: 2023-10-21
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Our mortgage was purchased by XXXXXXXX XXXX XX/XX/XXXX. Our account number is XXXX. We had damages to our home due to Hurricane Ian on XX/XX/XXXX and we received a check from our insurance company with both of our names ( XXXX and XXXX XXXX ) and our mortgage lenders name ( LoanCare ). We called our mortgage company to find out the proper steps to follow to obtain signature and for the check to be returned to us. We were advised because they had recently purchased our mortgage we could not proceed online and we were given a specific address : LoanCare XXXX Insurance Claims Processing XXXX XXXX XXXX, XXXX, XXXX XXXX and were advised to write the tracking # XXXX on the bottom of the check. We were advised the check would be signed and mailed back to us in 5-7 days. We mailed the check to the above address overnight and it was received on XX/XX/XXXX. We received a letter dated XX/XX/XXXX which states : Based on your current mortgage loan status and the insurance loss, it has been determined that the claim is classified as non-monitored. This means we can endorse and return the loss draft check to you without further conditions, allowing you to immediately begin repairs on the property. We paid out of our pocket and all repairs were completed prior to receiving the check from our insurance company. We have made multiple calls and also spoke to XXXX XXXX from the resolution team and we still have not received our check. We called again today XX/XX/XXXX and were advised they were waiting to here back from corporate. I inquired where their corporate office was located and the agent told me she had no idea. They are holding our personal money that we could be getting interest on. This is not an acceptable practice and we get a different response every time we call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Loan care offered me a modification during the XXXX pandemic and they told me that they would add the payments to the end. They told me that it wouldn't effect my payment history or to cause me to lose my home. They assured me that it wouldn't hurt my credit or cause any other issues that wouldn't prevent me to buy another house in the future. Then I decided to sell my home which I ultimately did and wanted to buy another home. During the process of buying a home, I find out that they have reported my loan late several times which hurt my credit and chances of buying a home. I sold my home in XXXX of XXXX and had to rent because my credit was effected. I called and the person told me that it was an error and it would be corrected. I decided to rent and then try again which I did about a month ago. Surprise to me was that they didn't correct the report and my credit was still bad due to their error. I've called multiple times over the years and their service is inconsistent and appears to be unorganized. I've spoke to other people who have experienced the same situation with Loancare. Their carelessness has caused my credit to stop me from buying a home or having to settle for worse than normal loan terms. Please help because I can't be the only one who has had issues with Loancare. Thanks,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49508
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Approximately 3-6 months prior to the Pandemic, I was having difficulty paying my mortgage online and couldnt find out why. I had to call Loan Care and they didnt know what happened when they were the ones that blocked me from paying online. They didnt tell me that I would have to get a Modification Loan after the Forbearance. They waited to tell me months later. When the forbearance was getting close to being done, they started sending me paperwork for the Modification Loan. Then they blocked me from calling in to pay the monthly mortgage payment. They fixed the problem for about 2 months, and then it happened again 2 months later. Then the Pandemic hit and I was going through some hard times. I was in Forbearance during the COVIG-19 pandemic and received an extension. Loan Care did not tell me that I would have to have my ex-husband to sign the Modification Loan when the forbearance ended. They had me to sign the Modification Loan by myself without my ex-husband because he had signed a quit claim deed. XXXX told me that a quit claim deed would fix the problem and I would not need my ex-husbands signature. I sent that in and they said it had to have his signature on it despite the Quit Claim deed and they just returned another Mod Loan with both of our names and would not accept it without his signature Every time I called Loan Care, I got a different customer service agent and got a different answer. During the whole process of attempting to get a Modification Loan, my loan went more and more into Late Status. The customer service agents refused to allow me to make my mortgage payments as scheduled. After each phone call, they would explain that they would send me a new Modification Loan papers and I needed to fill them out in front of a Notary and Overnight them back in the XXXX envelope. Each time, the Modification Loan papers had my ex-husbands name, XXXX XXXX XXXX on it and it said, husband and wife. I explained that I dont even talk to him and since the divorce on XX/XX/XXXX, I asked him to sign it and he refused. After sending me approximately 30 Modification Loans, they did send one with just my name on it and I signed it in front of my Real Estate Agent, and she was a Notary and Notarized the whole loan and I overnight the loan via XXXX to LoanCare. This whole time of back and forth with loan papers I could not get sign. The above agents and there had more told me they can not take any mortgage payments and had even cut me off from making them online. and if I send it in they will send the money back to me. So, I got behind on my VA Home Loan again. The VERY PURPOSE OF THE FORBEARANCE WAS FOR ME TO CATCH UP. Additionally, the second month that HAF XXXX XXXX XXXX XXXX sent paymets to Loan Care, they were sending the wrong amounts. In XXXX, Loan Care adjusted the Escrow amount, and my payment went up from {$1100.00} to {$1200.00} and they did not notify me or XXXX XXXX XXXX, so I am behind EVEN MORE because of that and not being able to make payments to the agents on the phone at Loan Care. They were so rude to me on the phone. My second son had a XXXX XXXX XXXX in XXXX and it XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and I have been taking care of him for 12 years now. In addition, my oldest son died unexpectantly in XXXX. I am really at the end of my rope with this Loan Care and XXXX. XXXX has increased my Escrow account d/t increased taxes and increased interest on my XXXX Homeowners Policy. They did NOT notify XXXXXXXX XXXX XXXXXXXX or me either, so I am even more behind. Their communication is horrible and I did not get the amount of help that I needed and still need because of LoanCare and XXXXXXXX XXXX terrible communication skills. I would call them back and explain that he signed a Quit Claim Deed with the divorce Decree and the Decree said that he was no longer responsible for the mortgage financially. I spoke to a different agent every time. The following agents I spoke with are : XXXX ( XXXX ), XXXX- ( XXXX ), XXXX- ( XXXX ), XXXX- XXXX ( XXXX ), XXXX, XXXX ) and lastly XXXX- XXXX. The only one that allowed me to make a payment was XXXX. I applied for HAF XXXX XXXX XXXX XXXX on XX/XX/XXXX and got approved for it. They assisted me with catching up with sone of my mortgage payments. Meanwhile, Loan Care continued to send letters stating that I was in a delinquent status and I still am. After one whole Year, I was able to get my ex-husband to sign the Modification Loan. Now I am in the same situation being 3 months behind on my Mortgage. XXXX sent a statement for my insurance that was behind. They told XXXXXXXX XXXX XXXX that my annual payment in XXXX was {$2400.00} in XXXX, but it was actually in XXXX. Loan Care just told me last week that the mortgage insurance was increasing from {$2400.00} to {$3200.00} in XX/XX/XXXXXXXX which is INCORRECT. That was the amount due in XXXX. XXXX has not calculated the Homeowners Insurance this year. They said it would be done in XXXX and they would notify Loan Care in XXXX or XXXX. I called Loan Care back and they said XXXX sends the bill to them and then they pay it. It was {$2400.00} from XXXX to XXXX. XXXX XXXX XXXXXXXX paid the the wrong amounts on my Escrow Accounts and now they want me to enter into a repayment plan over 6 months to make up for all their mistakes and I can not do that financially. I am XXXX XXXX XXXXXXXX Veteran, and this is how they treat VETERANS!!!. I have read a lot of negative situations with Loan Care and XXXX. There are many lawsuits out there because of the way they treat their clients. I am attaching all of the documents. If you need any further documents, you can call me at my cell phone #. I am asking for assistance with Loan Care and XXXX and this whole situation. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44484
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: On XX/XX/2022, I refinanced my home from LoanCare LLC to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was inquiring from LoanCare LLC to find out if I was suppose to receive a refund from my Escrow Account. It has been more than 4 weeks since I sent the letter requesting that information and to date, I have not received a response. Also, I did not receive any documents stating that the loan was Paid in Full. If there was a refund sent and somehow I don't remember it, which I doubt, I would like evidence of that action. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I'm trying to avoid foreclosure so I applied for the XXXX XXXX XXXX XXXX. My application with them was started/ was accepted on XX/XX/XXXX. California Mortgage XXXX program contacted LoanCare ( my lender ) on XX/XX/XXXX requesting the needed information. My lender says that they sent the requested information back to the Relief Program on XX/XX/XXXX. I've called the Relief Program several times and they tell me that LoanCare has not contacted them or sent the requested information at all. I get the run around every time I call LoanCare. I'm in Loss Mitigation right now, I've been waiting for some answer from the lender/LoanCare since XX/XX/XXXX. They restarted my loss mitigation application on XX/XX/XXXX, but still have no answer. So I have no response from the Lender for either option to save my house. This is abuse. It's mental abuse to do this to people and not be transparent between the lender and buyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I called in to resume payments to my loan, after receiving the MIHAF funds. The agent suggested that I applied for a partial claim. The application was submitted for the partial claim and denied. I was then advised to submit the loan modification application. I submitted the application with all of the required documentation. I have called in multiple times, requesting a supervisor call back. A supervisor by the name of XXXX or something to that effect, called me back and advised that she would research the issue and follow up with me later on that day ( that was in XXXX ). I have been calling in every few weeks requesting a status update on my loan modification. i received a letter dated for XX/XX/23 that I was offered a loan modification and that I would receive the terms of the modification within 15 days. Those documents have not been received or sent as of today 's date. I am unable to make single monthly payments on my account because of the account delinquency. When I originally called in to resume my payments back in XXXX, I was eligible to make the monthly payments and setup an arrangement for the the past due amount. I am extremely frustrated and stressed because I do not know that status of this loan modification. I have been advised on multiple occasions that a member of their leadership team would follow up with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Electronic bill pay sent to XXXX XXXX XXXX XXXX LoanCare LLC XX/XX/23 XXXX athe amount of {$2700.00} never posted to mortgage account. {$2700.00} is missing and loan servicing company, " LoanCare '' continues to string me along with requets for documentation I nor my bank, XXXX XXXX XXXX, have been able to work with : LoanCare '' to find the lost funds and send back to checking acct. I even went so far as to set up a conference phone call with a manger from XXXX XXXX and LoanCare. The manager at XXXX XXXX could not even understand what LoanCare needed to find my funds and return to my checking acct. LoanCare recently purchased my mortage from another lender. This was the first payment made to this company. They have done nothing to assist. They continue to throw out roadblocks that I try to jump over to get my {$2700.00} back. No luck to this point. Meanwhile, i'm losing interest on the lost {$2700.00} every day. I have a XXXX savings acct where I hold funds until needed to pay bills. Interest rate is 5 %. A XXXX search proves many more folks having similar problems. This mortgage servicing company is not customer friendly and has problems with lost payments. As I write this complaint, I have {$2700.00} sitting in limbo somewhere within LoanCare 's coffers not applied to my account. Please help. XXXX has been fine and has tried to work with LoanCare. LoanCare does not seem to want to work this problem out. Continue to ask for documentation I or XXXX XXXX can not provide. Please Help! {$2700.00} is a lot of money just sitting lost somewhere with no one behind me to help find the funds and push back into my checking acct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: The mortgage company did not pay the property taxes for the year of 2022. The escrow was not assessed correctly because when they first obtained the mortgage they used my home address ( for which there was no mortgage ) instead of the property address. When they FINALLY fixed the address to the correct property they did not update the tax bill address, and were not paying the correct county. I had no way of knowing they were not paying the correct county out of the tax escrow. REPEATED attempts to get the correct taxes paid to the correct county have been unsuccessful. None of this was an issue withe the original mortgage company. It was when the mortgage was bought by Loan Care that the trouble began. They have not done the due diligence to correct this issue and it has cost me time off work and has damaged my financial reputation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45255
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified account/s listed below continue to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history.Update the account/s below : LOANCARE XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: The XXXX XXXX XXXX paid all interest & principal fees from XX/XX/XXXX until XX/XX/XXXX = {$34000.00}. No other lender according many HUD counselors say additional reinstatement fees of any amount are demanded except my servicer XXXX XXXX XXXX XXXX Attn : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX, VA XXXX Re : Notices of Error/ Information Requests I believe this is unlawful and I asked my lender to waive the unaffordable {$610.00} fee thats not related to the mortgage principal or monthly interest ( which was already accounted for in payment {$34000.00}. They refused & told me to document the expenditures however the XXXX XXXXXXXX XXXX told me today they can not recreate the billing itemizations & they have no accounting department! This XXXX bill is very FISHY because they are demanding more in unpaid fees and charges= {$510.00} PLUS {$95.00} in NEW FEES and charges since last statement which would be XXXX. THAT was already accounted for!!! I called my lender in XXXX. They said my first billing is XX/XX/XXXX. SO THEN WHY are there any late fees? Please resolve this financial burden of {$610.00} that I can not pay and had no advance notice on this fraudulent charge! I need these fees to be waived and there are not even CLEAR on the amount they are demanding. My phone agent at Loss Mitigation today XX/XX/XXXX hung up or was disconnected & she said she would investigate but never called me back as I have been waiting!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A