Date Received: 2023-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Called Loancare in XX/XX/XXXX to be put in a XXXX month forbearance period. Called loancare XX/XX/XXXX and qualified for a partial claim. Company sent us paperwork to be filled out via XXXX We sent paperwork back via XXXX. Had not heard anything back from the company until we received a letter on XX/XX/XXXX stating our home was going into foreclosure. Called loancare to see why this is happening. The company states the paperwork was not filled out correctly so they sent it back out and we never returned it. We never received the paperwork they are claiming was sent back to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 791XX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I was informed that my Homeowners Insurance had come due with my lender- LoanCare automatically assigned to me which at the time was XXXX XXXX. I decided to shop around for another carrier as I felt that their rates were too high. I called XXXX XXXX and obtained a policy from them which was more than half of the cost of my policy with XXXX XXXX so I called my LoanCare and spoke to a rep with them. I explained to her the situation and I told her I would just pay out of my pocket for the cost of the new insurance. She instructed me not to as it would mess up their books for my mortgage. She told me I needed to cancel my policy with them and since they had already paid for the policy that I would be refunded and to cash the check for the amount of the refund with XXXX XXXX in the amount of {$1200.00}. So per their advice, I cashed the checked to my account and then paid them back via their payment site to which they applied that amount to my escrow ( found this out after the fact ). They also told me to submit the NEW policy with XXXX to their email which XXXX and they would reimburse XXXX for the new policy DIRECTLY. So I emailed them ( which I have a copy of ) and received a confirmation back from them stating it had been received. Fast forward to XX/XX/XXXX I get an email from XXXX stating that the payment from the new policy had not been received yet from LoanCare. I then call LoanCare AGAIN and tell them that my policy is in jeopardy of being terminated by XXXX if they dont pay the new Homeowners Policy. I give them XXXX address and the gentleman I spoke with stated he would overnight the check to XXXX. I called XXXX back and let them know and they agreed that they would hold off on canceling the policy a week for the check to arrive. Fast forward to XXXX of XXXX, I had to renew my auto insurance policy with XXXX and they then inform me that they never accepted payment for my Homeowners policy and that it was canceled as a result. I then contacted LoanCare obviously very upset and frustrated that they had not paid XXXX and I went almost 6 months without coverage and asked them since they dropped the ball how they were going to rectify the situation. They took no accountability ( even though they cashed and received my payment for the previous Policy ) and told me not only were they not being held accountable for their error but they were also going to charge me {$1300.00} for a policy for the lapse in coverage that they failed to pay! I am extremely frustrated, disappointed and disgusted at the way they have handled this matter. All of their customer service personnel either dropped the call, put me on hold or transferred me to a supervisor who did nothing and failed to resolve the issue. I contacted the XXXX XXXX XXXX who reached to them about the matter but ultimately nothing was addressed or fixed. My Loan # is XXXX with LoanCare. I have records and documentation where I followed their instructions to pay for my then NEW policy to which they never did. I am asking for full compensation back from that amount as well as for them to cover the amount which they have since applied and added to my new mortgage. If you XXXX this companys name, you will see by their reviews online that they have a very long history of taking advantage of their customers. Thank you for addressing my concerns! XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80227
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a forbearance on this loan under COVID availability at the beginning of XXXX upon the end of the forbearance I contacted Loancare ( XXXX XXXX XXXX ) about my options as I had previously been told I could defer the payments. I applied for a " partial claim '' at this time. I was given basically XXXX information about the partial claim at the time and paperwork was sent out. when I received the paperwork I noticed it had my wife 's name on it which I was never informed would be the case. My wife had not changed her last name legally yet as when we began the process is when XXXX started so everything was delayed. On the titel she had signed her married last name though so the paperwork that was sent to me reflected her married last name and not the name on her ID. I contacted Loancare to complain about not being told that her name would even be on the paperwork but also to see how we could fix the issue. I also tried to get an extension on the timing of the paperwork. A rep had told me at that time that they would see if the name could be removed. I later found out my wifes name could not be removed because it was on the title and the name on the paperwork sent must reflect the name on the title. during this time the date had lapsed on the original paperwork so I was told new paperwork would need to be sent out. Throughout all of this I was specifically told by Loancare not to make any payments until the Partial Claim went through and I got my new payment date. When I recieved the new paperwork that was not delivered directly to me but placed in my neighbors mailbox as all of our mailboxes are on the same side. The timing was horrible as my wife who had been out of work through most of XXXX was in the process of getting a new job and going through background checks as a part of that because we work in the medical field. I again called and asked for an extension and was told one could not be provided. I said I would take care of it somehow then. I was able to get everything signed and I had dropped it in the XXXX box XXXX XXXX XXXX XXXX. After hearing no word I called and was told that they never got the paperwork. This was when the real problems started. The representative I spoke to told me they needed to send out new paperwork. I said that I actually had blank copies of the last paperwork they sent me and could just go get it re-signed and video myself taking it to XXXX and handing it to the XXXX representative. I was told that because of the date I would need to get new paperwork. we discussed the name issue that started all of this but I reassured the rep MULTIPLE TIMES that I needed no name changes and they weren't possible anyway. MULTIPLE TIMES I told this person that we were good to go, my wife 's name had been changed and all I needed was the new paperwork. I reiterated that I did not need any name changes. I again was told not to make any payments until the partial claim was complete. During the timeframe from XXXX I received multiple emails telling me my paperwork had been sent. I called not long after each XXXX of these to find out where because of the past issue with mail. during everyone of these calls I was told that it hasn't been 30 days yet, it hasn't been 30 days yet. Not a single person did their job and actually checked to see what the issue was. NOT A SINGLE PERSON. I called repeatedly and was told the same thing. until XXXX rolled around and I called so many times my ears hurt. Nobody could figure out what was going on. I spoke to multiple reps in multiple departments and multiple managers. Many of whom told me they would " handle this personally and get back to me '' on some specific day or another. None of that actually happened though. They never called back, they never took care of anything. I did finally get someone to tell me that the VA was no longer offering the partial claim anymore and I was able to find out that the reason I never got the paperwork is because the Rep I spoke to as previously mentioned whom I told MULTIPLE TIMES that no changes needed to be made. Well, he decided he was going to submit to have my wife 's name removed or changed. Now they knew why I didn't get the paperwork but they never contacted me about it. never tried to fix their outrageous failures. They just did nothing. They let the time lapse without any notification or effort in actually doing their jobs. None of the people I talked to during this time did their jobs. All of this could have been avoided had they just done their jobs.I had multiple contacts with this company in which I stated each time that they needed to fix their failure. I will not pay a higher interest rate under a loan modification because of the complete failure of a company I was FORCED to do business with. Like the XXXX of thousands of other customers that have rated this company at a XXXX XXXX rating only because XXXX isn't an option. I want nothing more that to get as far away from this failure of a company as possible. After speaking to a laundry list of completely incompetent employees from based on all the employee ratings for this company seems to be because of a lack of any training at all. After all the stress, the sleepless nights and wasted time, their own employee agreeing that they failed me and this was their fault but doing nothing about it. I finally got someone to send my info to the office of the customer for review. When I got my report from XXXX XXXX with the office of the customer I was done. Although I had explained this issue now well over XXXX times and how the issue stems mainly from the last paperwork that was supposed to be sent out, she didn't even list the XXXX calls or that paperwork on her report. She purposely and fraudulently left that out although it was the ENTIRE BASIS OF THE REVIEW. I called XXXX about her fraud a few times. I finally got a call back and at this point while I put together my lawsuit against this company I told her i would take the loan modification paperwork in order to stop the foreclosure. She stated she would send that out. I never got that either. I called her back to find out why. No return call, I called again and again and again and again leaving messages each time. I called over XXXX times and at what point left XXXX straight voicemails just to ensure she was getting my messages. No Return Call... Nothing.. She did Nothing just like the rest of the company. In a last ditch effort to give this company a chance I sent an email to their CEO. I received a call the next day from their Vice President of the office of the customer who once again promised me that he would take care of this personally and get back to me on a certain date. He was late on his return call and hadn't taken care of it but assured me he was on it and he Guaranteed me that he had put a stop to this foreclosure and even offered to speak to my wife to assure her of the same. This was mid XX/XX/2023. Before I ever got served this summons. MULTIPLE TIMES he GUARANTEED me that he had put a stop to this foreclosure and the I did not need to worry about it at all. I called again after I was served and was GUARANTEED yet again that they weren't foreclosing. Yet their attorney 's seem to keep moving along with the process, So either He is lying or his attorney 's are incompetent or just don't care what their client wants and should be immediately fired. I have called him and left multiple messages since seeing that the attorneys are moving forward anyway and I have emailed the CEO again about the lies and failures that continue on even the executive level. I will be filing a counter claim and will be working with an attorney to name them as well as their parent company XXXX as they are fully aware of the complete failure this company is and the drain on its customers financial and mental health and well being as this is all public information. The amount of people this company is trying to destroy is outrageous and seems purposeful in an attempt to force modifications at current rates to increase revenue or to force foreclosure for financial gain. On top of that the service they used to serve the summons lied about the date it was served although they literally wrote the date on the form. Everything this company touches is fraudulent and predatory. Their should very literally be a televised complete closure of this company where all the people they have harmed get to tear it down brick by brick like the XXXX XXXX. If you are forced into a relationship with this absolute worthless company just sell your house, move out of the country or never buy another house again, get a tent and pay cash for a piece of land and watch the whole system collapse until they start actually regulating these people out of existence and allow the population to choose their mortgage servicer so we can make sure these pathetic wastes never get to destroy another families life. Look these people up, read the reviews, read the employee reviews from their own workforce. Shut this place down and make sure none of their executives ever work in a service related field again.
Company Response:
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Hi Sir/ Madam, This is to inform you that my Debt collector - " myloancare.com '' incorrectly reported delinquency on my account XXXX. The entire debt was paid in full on XX/XX/2023 with the remaining payment of {$47000.00} and calls were made to ensure that the payments were received by the debt servicer. The customer care XXXX confirmed over the phone call that they have received the payment and the lien release letters would be issued soon. I followed with another call after a month and I was advised that I would be given the letters soon however my account was report delinquent on XXXX and my credit score was impacted hugely because of that. I am in the middle putting an offer on a new home and I might be losing the house because of this issue. I tried calling the loan servicer and was assured to get this sorted and I would get a call back. I've called them multiple times now and there is no response from them. Could you please help me out in the situation. This is affecting my credit score, affecting me getting a new loan and needs to be rectified asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez removed my online account to where I could no longer make my payments. Instead, XXXX responds with false information stating they have tried calling, when what is really happening is a BOT is calling for me to call customer service. Absolutely no human being has attempted to call, period. I make principal payments monthly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare has held a check since XX/XX/XXXX that is to be released back to me and my wife. This is a Hurricane Laura issue. 8 phone calls where we spoke with a natural person that told us they have approved our payment and will expedite. Each time same story and they have never followed through. The are grossly incompetent, lie, will not follow up, and never can provide an answer right away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70601
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare servicing and I spoke on the phone in XXXX about needing to find a new insurance company. I indicated Id received a policy cancellation letter from XXXX XXXX XXXX and asked how much coverage I needed. They said they had received a bill, but would make a note in the account not to pay it. In XXXX they cut a check for XXXX XXXX XXXX from my escrow account after cutting a check for XXXX my new insurance provider. When I called they told me it was my problem and I needed to figure it out. I contacted XXXX in XXXX and they hadnt received anything. They reached back out to me when they received the check to send it back to LoanCare. I sent confirmation to LoanCare in XXXX that the check was coming via email and was told that they didnt care and were raising my mortgage rate for the next twelve months to cover the money they lost even though they should receive it by end of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was selling my condo in XX/XX/2022. The closing statement showed that I owed {$230000.00} with a scheduled close date of XX/XX/2022. We sent {$230000.00} to cover the interest for the first week, plus another week in case of a delay in closing. The title company said this was standard, and I'd receive two checks from my mortgage company after closing : ( 1 ) the remaining escrow balance, and ( 2 ) the overpayment on interest. The transaction closed on time. Weeks after the closing, I received one check which was a payment of {$3200.00}, representing the balance of my escrow account. I did not ever receive the overpayment of interest, and I owed no other fees and had no outstanding debts. By my estimate, I am owed roughly {$370.00}. I have contacted the Mortgage Company, Loancare, repeatedly, asking for a breakdown and explanation. All that Loancare says is that I am not owed any additional payments ( they did subsequently send me a check for {$5.00} after I complained, stating they noticed an error -- this was not a settlement check ). LoanCare has stopped responding to my correspondence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX Veteran in Texas and my mortgage company is still charging me for property taxes. They have neglected to update my escrow balance to reflect my exemption. They also did not update my property insurance premium payment & is deducting more than what it should be. I have contacted my local property tax office and they are tracking my exemption from property taxes for my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a co-signer on this loan. On XX/XX/2023 a late payment was recorded on my credit in the amount of {$4900.00}. The person who was responsible for the payments had trouble with the website making the payment. She contacted them to fix the problem and they agreed to remove the late. My credit is reflecting the late payment causing me harm. I contacted them to have the late removed from my credit. They said they would but I would need to send a dispute letter which I did. They did not remove the late from my credit. I then requested an error letter that I could present to the XXXX credit bureaus. They would not provide me XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92571
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A