Date Received: 2023-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I took a HELOC with a bank for {$490000.00} in XXXX i defaulted on this loan as per advice from an attorney in order to receive lower payments. In XXXX they put a sale date on my home. I filed a XXXX XXXX XXXX and agreed to pay {$690000.00} over 5 years, 12 months into my payments I was told by the bankruptcy trustee that she will be dismissing the case, because the amount is now higher, I was stunned at how the amount could suddenly be higher after a judge approved my bankruptcy payment plan, at this point in time I try to obtain a payoff from loan care to pay in full, They gave me a payoff letter stating my amount was now {$720000.00} I was shocked that the amount has yet again gone up, but I decided to wire them the money and close the whole situation for good, I wire them the amount in full on XX/XX/XXXX and now today XX/XX/XXXX loan care reaches out to my attorney and says that the amount has gone up again!! This is a scam and they are trying to take my house. We need help please
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11783
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a claim take place at my home on XXXX day while I was out of town. I reported the claim immediately to both my mortgage company and my insurance company. My insurance company acted timely and helped assign a mitigation company to get the leak and water damage cleaned up. They then assessed the claim and paid out a check for the total amount addressed to the Loancare and myself. I signed and sent to Loancare in XXXX, and since then the money has sat in there possession. I have been going round and round with them uploading, mailing, overnighting documents to appease their unreasonable demands. I have spent hours upon hours on the phone speaking to anyone that would listen to me about my issue. I have contacted Loancare, Insurance Claim check center and my insurance company to see if anyone will help me, and unfortunately no one seems to think there is a problem that I have been living in my home without carpet and down a bathroom for my family of XXXX ( with small children ) since XX/XX/2022. I have had contractors quit because of the delays, no longer be able to start because of the delays, and currently have had to delay our contractor 4 separate times as we are still waiting on " exceptions '' and " reviews '' and " checks being cut '' that all have 3-10 business day SLAs. No one from either company will help, nor will they even try. My family has endured this for too long and at this point it is going to be a year before anything gets done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: During COVID we took forbearance for some months. When we were able we began making our regular payments again. A few months later we were notified of time to repay our debt. XXXX. I was given almost no time to collect the money and repay out of pocket. I was force to modify our loan and lump the payments in. This was not supposed to negatively affect my credit for the rest of my long foreseeable future. If I was notified that I would not be able to raise my credit over XXXX XXXX years down the road I wouldve tried to find a way to pay in full, even with only the XXXX days I was given to pull the money together. I just got done being in forebearance and hardship, how would I have {$15000.00} to give them that fast. XXXX years later Im experiencing serious problems with my credit due only to a comment by loancare. I can not get a mortgage with reasonable rates. We are experiencing extreme stress as our family grows and because of loancare and this COVID forbearance I cant get a fair shot at reasonable rates. Congress passed the CARES act so that this exact situation wouldnt happen to the American people just trying to make it. Please help me remove this remark from my credit. We always complied with loancare and they cant seem to comply with the simple laws of our congress. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29405
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Escrow Analysis Date from XXXX XXXX. XXXX of {$71.00} identified. If escrow shortage payment was made, new payment amount would be XXXX. If payment was spread, payment would be XXXX effective XX/XX/XXXX. XX/XX/XXXX Letter date from XXXX XXXX - Notice of Servicing Transfer received effective XXXX. XX/XX/XXXX Escrow payment made of {$71.00}. I sent it to XXXX XXXX based on the instructions on the Escrow Shortage Remittance Form with a note it was an escrow payment. It was received by XXXX XXXX, who transferred the funds to XXXX XXXX. XX/XX/XXXX XXXX XXXX received the escrow payment and applied it to principal on XX/XX/XXXX. XX/XX/XXXX I paid {$720.00} to XXXX XXXX, thinking the extra would go to principal. I was expecting the extra to be {$12.00} XX/XX/XXXX XXXX XXXX generated a monthly billing statement XX/XX/XXXX Upon receipt of the statement, it was reflected that the payment amount was {$710.00}. I contacted the Customer Service team at XXXX who said they would reverse my payment of XXXX and correctly reapply it as an escrow payment. Then they would reverse my XXXX payment and reapply my payment of {$720.00} correctly to allocate the additional to principal. XX/XX/XXXX XXXX XXXX generated a monthly statement. XX/XX/XXXX Upon receipt of the statement, it did not indicate any of the actions had been made as discussed on XX/XX/XXXX. I spoke with XXXX at the above number and she said not to worry about it... they were going to run a new escrow analysis in XXXX. I said I am not going to pay another escrow shortage. And you shouldn't be charging me a higher payment amount when I made the payment as instructed on my analysis. XXXX XXXX agreed to reverse the payment and reapply it to escrow, but would not change my monthly payment to the agreed payment of {$710.00}. XXXX XXXX would then blame Equity Resources for not sharing analysis data and when approaching Equity Resources on XX/XX/XXXX with XXXX claimed that XXXX XXXX was not factual. However, they had sent me a letter on XXXX that indicated they transferred my loan at the wrong payment amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43055
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called the mortgage company LOANCARE to remove PMI, they sent me a letter. The letter indicates that in order to remove PMI i need to order appraisal or BPO, so I called them and I chose BPO because it was cheaper and I paid the amount of {$100.00} over the phone. Then I received from XXXX XXXX Escrow PMI Specialist II an email she says, to move forward you need to pay another {$45.00} eventhough I asked about that, she never give an explanation. I don't think it's fair and professional to ask another amount after it's paid according to the letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75089
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As a first time home buyer, i was so proud and happy to become one as many of my friends and family are. Everything started to go downhill when covid hit. it affected my income and i lost my job due to covid it drained out my savings account trying to pay my mortgage on time. as a result of at i got behing on my mortgage and then i started to have personal problems with my relationship and end up separating last year. on XXXX XXXX i received a letter for my mortgage company telling me that my house is going to be on a active foreclosure case if i dont pay the amount of {$11000.00} in 30 days. i will attached a copy of the letter. what im asking and praying is for a little bit of help on this huge issue that i have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92236
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I'm in process of paying off my mortgage in full. I spoke with Loan Care numerous times over the last few weeks and asked to note my account that Im paying off the loan in full so I would NOT get any late payments and they agreeded ect. They sent me payoff paperwork and I have been working diligently and sent all the paper work in last thursday and now waiting for all to process. Close the loan and move on!!! there is no law stating that any transaction needs to be reported. So any late payments need to be removed immediately especially since they violated my privacy and consent which there was no consent at all!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Care will not honor my valid Divorce Decree and Filed Quit Claim Deed for my XXXX Forbearance partial claim and modification under the CARES ACT -- loan # XXXX FHA Case # XXXX They are denying my modification and partial claim unless my ex-husband signs the documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98372
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I lost my job last year and fell behind on mortgage payments. I am employed now and trying to catch up. I was approved by XXXX XXXX XXXX district for a XXXX exemption and reduced property values. I have been working on getting the exemption and reduced property value applied to my loan since XX/XX/XXXX. I have called Loan Care on multiple occasions and could not get any answers as all the employees are only trained to collect money. I have spoken to numerous XXXX XXXX reps in the collections, escrow and customer service departments to no avail. I reached out to XXXX XXXX with XXXX XXXX on XX/XX/XXXX and she informed me that they do not send this info to the mortgage company. Every time I have spoken with a Loan Care rep they state they are not responsible for gathering that info as well. I received copies of the XXXX Exemption and reduced property values and not only emailed but also mailed copies to the Loan XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Almost every email address I tried sent a reply stating that those emails are no longer monitored. The only one that did not kick back was the customer advocate email. When I asked a rep at Loan Care how to resolve this issue I was not given a valid email but instead a fax number. I have talked to 3 Loan Care reps this week and they all state my exemption and reduced property value is not in their system. When I asked if I would get any credit or refund for the months I overpaid I was told no. Now I feel I am being retaliated against for complaining as they are sending multiple letters and emails along with calling me five times a week.They have even sent people to photograph my home even though I keep telling them I still live here.I spoke with a rep today and she could not give me answers but made sure to ask about a payment. Every time I speak with a Loan Care rep they state they are making notes in the system but non of the reps see the notes .I have been communicating with Loan Care on a weekly basis. I can not get answers for my exemption and reduced property value which would lower my monthly payments and allow me to catch up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My consumer report has been improperly used and my rights have been violated. In accordance to 15 USC 6801, 6802, I was supposed to be given the appropriate notices to report anything on my Consumer Report, then be given the option to opt-in or optout of allowing that information to be reported to my consumer report and then given the exact process to be able to optout securely. 1. Loancare LLC 2. XXXX XXXX XXXX I need for all of this information to be removed from my consumer report. In addition, there's one reporting in particular I never even heard from and they have not responded to the certified letter I sent them a month ago. They need to be removed from my consumer report as well. 1. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A