Date Received: 2023-10-06
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Hello. Thank you very much for responding to my concerns regarding XXXX/LoanCare. I wired a payment of XXXX to XXXXLoanCare on XX/XX/XXXX to cover my XXXX and XXXX payments since my checks were not processed in a timely manner by XXXXLoancare as mentioned in my first complaint. I received confirmation via email today, XX/XX/XXXX, that the wire payment was received. The automated system informed me that my next payment is due on XX/XX/XXXX. However, I have the following requests : -Since I made the wire payment on XX/XX/XXXX, I request that XXXX/Loancare do not process the checks that XXXXLoancare have not XXXX. I placed a stop payment on two checks that they have yet to cash. One check is dated XX/XX/2023, and the second one is dated XX/XX/2023. See attachments for check info on checks that have yet to be cashed. -I contacted XXXX via email today and requested that the two checks mentioned above and attached not be processed. In XXXX 's email response, they told me they could not stop the processing of the check -Because I am informing them of the stop payment on the checks, I should not be charged a fee if the checks are processed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42701
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: These people were my pastors and when they got kicked out of the home they were renting and I told them to come and move in with me until they find another home to go to. They did move in and asked me to sign some papers saying it will help the pastors wife to build credit. Since I trusted I signed believing I was helping the family and did not question what it was due to our trust. It turns out that the document I signed was a quit-claim deed removing my name the title of my home. My name is still currently on the loan. One day, the pastor told me the house is not mine that I needed to leave my own home. He called his friend, a police officer, to tell me that the property is the pastors and I was escorted from my own property. The officer did not file any report that was given to me. On XXXX of XXXX I checked my credit and I saw they were not doing any payments for 8 months and I called the mortgage company and they told me the loan modification was approved. I had no part in the loan modification. I did not submit any loan documents and never signed anything. I asked for the copys of the papers that were submitted and they said it was there were no documents submitted, everything was done through a phone call. To obtain the recording, I was told that I need an attorney to request it. They impersonated me to do the loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85303
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said accounts. LOANCARE SERVICING C XXXX was reflected as late payments on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was sold from XXXX XXXX XXXX ( XXXX ) to XXXXXXXX XXXX some time in XXXX or XXXX of 2023. I was never contacted or informed of this sale. I had my mortgage loan payment set up with XXXX for auto draft so I would never miss a payment. It was not until XXXX that I received loan collection calls for delinquent mortgage payments. I was not properly informed of the transfer of mortgage companies. Furthermore I was sent to collection and never informed what payments I owed in back pay and was essentially extorted for ( 4 ) full mortgage payments totaling {$6500.00} in a 30 day period ( XXXX - XXXX ). This was a large sum of money that I suddenly was forced to compensate for all at once. I feel like this was an extremely predatory move by XXXX XXXX XXXX and extremely damaging to my years of excellent credit that was built up. I made several attempts to access my loan online to resolve the matter but was repeatedly locked out ( XX/XX/XXXX & XX/XX/XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97086
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to bring to your attention the unresolved issue concerning the late payment account on my credit report. Despite previous attempts to rectify these discrepancies, they remain unaddressed. The ongoing issue with the late payment account remains unresolved, causing concerns and potential financial repercussions. I kindly request a thorough review and prompt resolution of these issues to ensure the accuracy and fairness of my credit report. Your immediate attention to this matter is greatly appreciated. LOANCARE LLC XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08755
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I am a single mother raising XXXX XXXX daughters and working full time who is in danger of losing my home due to loss of income from XXXX. I told my mortgage company Loan Care what was going on and they did offer help but they have given me a plan that has raised my payment about {$300.00} per month and is nearly half of my monthly income. I appreciate that they are trying to help my family but we will not be able to honor this agreement and believe that Loan Care did not follow FHA guidelines when they offered these solutions. I have trouble communicating with Loan Care ( they dont want to talk to me ) and I dont want to lose our house at sale on XX/XX/XXXX. I bought our home with my husband XXXX XXXX in XX/XX/XXXX with an FHA loan and made a 3 % down payment to close the deal. At that time my husband was a supervisor for XXXX XXXX and I was working as a food safety quality assurance inspector for XXXX XXXX. We had no problem making our mortgage payment with both of our income sources, but in XXXX XXXX was XXXX on XXXX XXXX and was XXXX at that time. I went through the shock of losing my husband, my daughters losing their father and also the loss of his income. Even so I was able to continue paying the mortgage on my own until XXXX when I became XXXX with XXXX on XXXX different occasions. This led to me missing a lot of work and losing out on income. I called into Loan Care to request help and instead of being offered the XXXX forbearance as required for an FHA loan and a Covid related income loss Loan Care gave me a loan modification which raised the payment about {$50.00} a month. I was grateful for the help from Loan Care, but this solution did not really solve the problem and I was not aware that Loan Care was required to offer the forbearance according to the FHA guidelines. In XX/XX/XXXX my hours were cut and my husband XXXX was XXXX to XXXX years in XXXX so I am solely responsible for my XXXX daughters ages XXXX and XXXX that I care for myself while working full time. Due to the loss of hours I defaulted on the mortgage again and missed two months of payments. I was notified that Loan Care had scheduled a foreclosure sale date for XX/XX/XXXX. I tried to call in to get help and their agents told me that they could not speak with me about the mortgage because I was not on the loan, even though I have a legal and binding signed power of Attorney. I withdrew funds from my XXXX in an attempt to catch up with Loan Care and sent them a {$5000.00} lump sum which would have covered 4 months of payments, but they rejected this and sent it back ( attached ). Next I received a letter telling me to send in financial paperwork to the loss mitigation department and I did and was recently approved for a loan modification with a partial claim for {$8200.00}. Again, I appreciate that Loan Care is trying to provide options but this loan modification RAISED my payment {$280.00} a month. This payment is 45 % of my gross monthly income and I am a single mother with XXXX daughters and a husband in XXXX! I cant afford this payment. I signed the paperwork and sent it back to Loan Care but the truth is I will not be able to honor the agreement because there is not enough money left for food and bills with this high of a mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79118
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I filed bankruptcy in 2019. Prior to filing, I completed a loan modification with Loancare that was signed and accepted by them. It has been filed with the county records as well. Since 2019, Loancare has locked me out of my online account and my statements show I have {$14000.00} included in my bankruptcy which is their reasoning for locking me out of my account. The dollars they are referring to were added bank into my loan through the modification and is part of the county record. Loancare has not reported a single mortgage payment I've made since 2019 to the credit bureaus. I have emailed ( the only option Loancare offers me ) the bankruptcy department a request to correct this many times over the past two years with ZERO response. I included the recorded modification and emails between Loancare 's attorney and my bankruptcy attorney agreeing that the modification was in effect prior to my filing bankruptcy. As a result. Loancare did not ask the bankruptcy court to include a single cent in my bankruptcy. I also provided the bankruptcy court docs with my emails to Loancare. STILL NO RESPONSE! I'm only able to speak to representatives who tell me to send another email to the same bankruptcy department. This has been YEARS without a response and without a correction made. Since I'm locked out of my account online, I have to try for days and sometimes weeks to get through to make a payment as I'm only allowed to speak to the bankruptcy department. I need help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Dear LoanCare Mortgage Insurance Dept : Loan Number XXXX I am requesting to cancel my private mortgage insurance. The monthly PMI on my loan is {$140.00}. My current balance is {$490000.00}. I have included documentation to support how I know that the equity in my home has reached or exceeded 20 %. The median selling price for my property is {$630000.00} and the average selling price {$620000.00}. Please see attached a comparable market analysis completed on my home with comparables recently sold on my street. All homes were built by the same builder and are 4 bedrooms, 3.5 bath homes on residential lots within walking distance. Please review in particular pages 11, 12, and 13 for quick reference. Please email correspondence to XXXX and mail to XXXX XXXX XXXX XXXX XXXX, TX XXXX. Please see the XXXX attached. Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: This initial issue began in XX/XX/2023. My income was lowered and I needed assistance with my house payments for 2 months -- well it is now XX/XX/2023 and this issue is not even close to being resolved and all I get told is that I did not submit proper documents. Over the course of XXXX, XXXX, and XXXX I contacted LoanCare on a regular basis trying to determine the issues with my partial claim -- it was always something with the paperwork. The first set of paperwork was an error on my part but after that -- I have no clue because I double, even triple checked before mailing. Anyway, with XXXX borrowers on the loan I was first told we both have to sign the same set of papers, no way around it ( for the partial claim ), then I was told no we could each sign a set of papers and send them in, so I contacted the other person on the mortgage and arranged for that to be done. Mind you over the course of these 3 months I venture to say over 4-6 sets of these partial claim documents were sent back and forth, we never were told what was incorrect, each time I called it was a different story. Which brings me to XXXX. On XX/XX/XXXX I mailed via LoanCare 's XXXX provided envelope the last set of documents.The other borrow sent his in around the same time but I do not have the exact date. On XX/XX/XXXX, I get a letter from LoanCare confirming my new auto draft ( that paperwork was part of the documentation I sent on XX/XX/XXXX, so obviously they received my information ). So I call again in XXXX to make sure everything is good to go and find out how to make my house payment. They tell me it will take 6-8 weeks for the partial claim paperwork to cycle through and in the mean time I need to call each month to make my payment. So then I call to make my XXXX house payment and guess what??? My partial claim application has been closed since I failed to return the appropriate documents in the allotted amount of time so I need to bring my loan current or I can reapply for a partial claim and begin this 6 month process completely over. I can tell you first hand, this company has no consistency or compassion. I take my mortgage very seriously and have been concerned about this process from the beginning because I do not want anything to happen to my home. One day everything is good to go and then the next day a completely different story. I am frustrated, upset and nervous. As a first time home buyer you are unsure what your rights are and being shuffled from one uneducated customer service rep to another is beyond frustrating when dealing with something of this magnitude. So currently, I still can not access my account online, LoanCare has closed my partial claim application because I DID NOT SUBMIT PAPERWORK ON TIME, and they would like the {$5000.00}. When asked if someone could explain this to me I was told that I could call back and see if a supervisor would speak to me. I COULD CALL BACK!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: In XX/XX/XXXX we were offered general terms of a Mortgage Modification from LoanCare with a new monthly payment. We accepted these terms, and as instructed started making this payment on XX/XX/XXXX and have continued to pay monthly as instructed. The record of these payments is noted in our payment history. XXXX became our loan servicer effective XX/XX/XXXX. XXXX is saying they never received the paperwork from LoanCare ; LoanCare is saying they sent everything in XX/XX/XXXX. Our loan in now being reported as delinquent. It is not yet our credit scores have decreased over XXXX points due to their combined incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10023
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A