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 100 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
Date Received: 2023-09-21
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have applied again for forbearance on the corona virus rule AND I became XXXX in XXXX after being XXXX by a car. When I gave them money last time, they told me I could get back on forbearance when i needed. I just need to get through XXXX XXXX when my workmans comp case goes through. They denied my forbearance and helping me. This is incorrect because I quality on mulitple levels. I have put in with MiHAF for help but XXXX should be helping me like they promised. They conned me and I bet they are denying everyone now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXXXXXX I received a letter from Mortgage company stating my escrow account had a shortage of {$6400.00} ( review period XX/XX/XXXX to XX/XX/XXXX ) with current mortgage payment : {$1000.00} and New Mortgage payment of : {$1600.00} due XX/XX/XXXX. Letter was dated XXXX XXXX and received postmarked XXXX. i researched and found out that XXXX & XXXX Property, School, water taxes were paid from my escrow on XX/XX/XXXX XXXX that also includes Penalty fees and Atty. fees. Total of {$2100.00} XXXX XXXX MUD Tax fees were also paid on XX/XX/XXXXXXXX for {$1000.00}. XXXX SCHOOL TAX was paid XXXX on XX/XX/XXXXXXXX with the previous owners name on the receipt/previous owner is deceased and has since early XXXX. XXXX school tax was paid on XXXXXXXX for {$1000.00}. They did not project my XXXX Homestead either and have not given me a reason for the delinquency or late fees. i have all receipts, etc. i am getting no where with them and they do not know why the taxed were paid late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/23 I received a letter from Loancare LLC that my mortgage loan was transferring to XXXX XXXX on XX/XX/23. On XX/XX/23 I called Loancare and asked if I could make payment for XXXX in the amount of {$1000.00} and the phone rep said yes. I made a billpay from my XXXX XXXX checking to Loancare for {$1000.00}. The payment never posted on the Loancare website and my Loan was transferred to XXXX on XX/XX/23. As I write this today on XX/XX/23 my XXXX payment of {$1000.00} has not been applied to new XXXX website and XXXX website says I owe XXXX payment of {$1000.00}. XXXX XXXX XXXX XXXX pay has verified that I made the payment of {$1000.00} to Loancare. Loancare sent me email saying they paid {$1000.00} to XXXX on XX/XX/23. XXXX says they have not received payment from Loancare to my new XXXX account. I have spent countless hours gathering proof that I have made this payment correctly. Stealing {$1000.00} is a felony and if this payment is not applied I will be receive fees and my great credit rating will be destroyed. I have proof from XXXX XXXX that I made my XXXX payment to Loancare XXXX. Please help me. I have never missed a loan payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34209
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The CFPB complaint ( XXXX ) was closed before you actually looked at the account history for the late fees being applied. In your response you stated that partial payments are passed into a suspense account until the full amount to be paid for the month is received. This is not what happened. If you had actually looked at the account history for the complaint of late payments you would quickly see that you had placed {$600.00} into suspense then applied {$550.00} as additional principle. The amount owed for the month was then {$1000.00} because you didnt apply anything to the monthly balance. You would think it would be pretty obvious that if the monthly payment was not yet paid that that is what the payment is supposed to be for, and not additional principle. And because nothing was applied to the monthly payment you took it out of the next months payment, causing that month to be late. then you did it to the next month and so on... You also missed the issue regarding why the payment was 30 days late for the bankruptcy. It was late because YOUR COMPANY WITHOUT NOTICE TOOK AWAY OUR ABILITY TO PAY! When we CALLED YOUR COMPANY REFUSED TO REACTIVATE OUR NORMAL PAYMENT METHOD IN ORDER TO PAY ON TIME. This caused us to be 30 days late as we had to send the check by mail because again you refused to let us pay how we paid for a year or two upto that point!!! IT WAS YOUR REFUSAL OF PAYMENT THAT CAUSED US TO BE LATE. YOU WITHOUT NOTICE DEACTIVATED AN ACCOUNT THAT WE USED TO MAKE PAYMENTS FOR OVER A YEAR THEN REFUSED TO REACTIVATE IT WHEN WE CALLED MAKING IT IMPOSSIBLE TO MAKE A PAYMENT ONTIME.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 56303
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: XX/XX/2023, our mortgage company, XXXX, sold to XXXX XXXX XXXX LoanCare LLC . I made my payment on XXXX, with the pay by phone option, with XXXX XXXX. After several days of it not clearing my bank account, I called to see what happened. The rep I spoke with said it was returned for NSF, and we were charged a {$25.00} fee. I told her that is incorrect, that the funds are still there waiting to be taken out. She said we will try again and she cancelled the NSF fee. After several days of it not clearing my bank, we received a letter from the company stating the payment didn't go thru. So my husband called them on XX/XX/2023, to see what was going on. The rep he spoke with asked for the checking acct number to verify it. Our checking acct number begins with XXXX zeroes. The rep said that the zeroes should not matter, and he didn't want to try taking the money out again, so my husband put him on a three way call with our bank. The person at our bank explained to the mortgage rep, that yes, the XXXX zeroes needed to put in their system for the money to properly go through. The rep supposedly put in the correct checking acct number at that time. The same rep also told my husband that if this happens again, we may be locked out of our account for 6 months. Also, he told my husband we would be charged a {$25.00} fee. We called the mortgage company back that night and had a very long and detailed argument with their rep, who pretty much told us because WE didn't give THEM the correct account number, that it is our fault, and we are responsible for the {$25.00} fee. With us being new customers with them, this is so very disappointing, and the reviews of LoanCare LLC, are so bad and very similar with what we're going through. I asked the rep several times how we could be at fault, with us being new customers, and that they should have made sure to have the correct info. She was persistent in stating it was our fault and that they would not be removing the {$25.00} fee. Please help, if they're doing this to us, how many others are they doing this to??????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have two houses that the mortgages are serviced by Loan Care. The houses are rentals that has one policy that covers both houses. This has been this way since XXXX I got a letter in both XXXX and XXXX from LC that they had not received proof of insurance. On XX/XX/XXXX and XX/XX/XXXX I faxed LC a copy of the policy. On XX/XX/XXXX and XX/XX/XXXX I emailed thru their portal a copy of the policy Today I received an email that LC escrowed {$3400.00} for insurance We had this problem 3 yrs ago with LC. My credit report shows 22 late payment because I would not pay the placed insurance. An attorney was hired, {$11000.00} approxiatemly, to rectify the problem. So LC has done it again. Plus LC will not fix my credit even though LC admitted insurance coverage was always in place Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
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 have emailed LoanCare LLC back in XX/XX/XXXX a written request Via email to fix a False reporting. My loan XXXX was paid off in XX/XX/XXXX This company reported me late on my mortgage payment of XX/XX/XXXX In XXXX of XXXX I have made a written request via email as instructed by the customer service I called at XXXX. I have received acknowledgment via email that they are working on it. XX/XX/XXXX, they acknowledged the mistake. It is XX/XX/XXXX and this has still not been fixed, this false reporting has had a determinatal effect on getting loans! please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91214
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I bought a house on XX/XX/XXXX of this year. My mortgage is being serviced by LoanCare. The first payment was on XX/XX/XXXX. So, at the end of XXXX, I set up an account with them, made the first payment and set up autopay. I got a confirmation that autopay was set up successfully and went on a work trip to XXXX. I noticed no payment was taken from my account in XXXX. I tried logging in to make it manually, but it requires a phone confirmation, and I can not receive it from XXXX. I tried contacting them by email to ask to help apply the payment method manually. The support email given in their welcome message doesn't work ( got the no-reply message ). I tried emailing all other addresses they have, none of them work. Therefore, despite having funds, I can not make a payment. At best I will have to pay late fees when I come back, at worst my credit score will be ruined, which will cost me endless business losses. I understand I am " at fault '' for traveling overseas, but every single autopay I set up before since moving to America worked properly. And I think a mortgage service company should have a way of getting reached out to via email, it's absurd that they don't. I went a step further and realized there are endless Internet complaints about them not picking up the phone, not applying payments properly, etc. All I want is to be able to make my payment. I have the funds to do so, I never missed any payments in my life. I want them to have a customer support email address. Thank you so much for helping with this and I apologize if it wasn't right to reach out to you with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: The mortgage company an my ex wife put my house on a covid19 payment plan with out my permission i find out because i received a foreclosure notice i try work thi out they told me if i paid all payments they will not put my house in foreclosure an remove all the late payments before XX/XX/XXXX when i call them they told me they don't have any record off that they destroy me an my kids life my credit history with 28 late payments an i end up saling my house for XXXX have a price i loss my job too
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: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A