Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan balances were totally wrong ( $ XXXX missing ) after my mortgage loan was sold by XXXX to loancare.com. Loancare is not responsibily working with XXXX to correct the situation. XXXX did unauthorized payment reversals and other weird changes prior to the mortgage sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell behind on my home payments to Loancare and contacted them to resolve the issue in late XX/XX/2022. I was concerned because I submitted a check for 2 months payment and it was rejected and returned to me and they advised I needed to submit all late payments in XXXX lump sum, which was XXXX moths at the time. After it was determined that i could not come up with the whole amount i reached out and inquired on assistance to resolve the issue. They advised me to file for forbearance. On XXXX I provided documents and the application they requested. Then in XXXX I inquired weekly on the stauts and was advised to wait the full XXXX to XXXX weeks and they would reach out if any more documents were needed. At the XXXX week mark, I inquired again and they advise to continue to wait, after I advised several times that it was already XXXX weeks waiting the representative advised since no update was done on my file they would refile my application again, but advised not to worry that i would not be foreclosed on. Then mid XXXX, I spoke with a Representative that advised since I was not getting any traction with my application to file for Covid relief since she determined I qualified. I submitted my document and application again before thanksgiving and was assured I was not going to be foreclosed on. XXXX XXXX I started to get letters from a lawyer that I was being foreclosed on. When I contacted Loancare they advised there was no updated on my application but not to worry because the rep then gave me here direct number to contact to ensure my application was getting updates. I finally was advised they processed my covid relief on XX/XX/XXXX which I completed and returned the document the same day I received them. Loancare then advised to ignore the foreclosure letters as they had the documents they needed. Shortly after multiple people began to come to my house and knock XXXX asking for me to sell my property as the public records showed my house to be auction in mid XXXX. After the lawyers rescinded the foreclosure auction. I have been current on my payments since XXXX, even though my mortgage jumped up to XXXX from XXXX due to taxes and escrow. I am now trying to sell my house as I have accepted a better job XXXX hours away but can not get an approval due to missing payment for XXXX months after loancare continued to " loose '' my application multiple times. Please assist in anyway possible, thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LOANCARE/XXXX XXXX At the end of XXXX I purchased my home and property. The first payment was due XX/XX/XXXX. The payments were set up electronically to come out of my wife 's account at XXXX XXXX. All payments were made and made on time. During the pandemic a forbearance program was offered to us and we took advantage as the program seemed beneficial. I later found out by calling the company with questions that they only showed one payment EVER being made and that they were attempting to get in contact with me. So after being in the forbearance program for many many months it now shows as a rolling late and has ruined my credit. I confirmed that they had the wrong phone number, mailing address and email on file. I explained that ALL payments prior to starting the forbearance were paid on time. I also asked why they wouldn't have informed me that there were any payments that showed unpaid. After attempting to get answers and following their direction to send proof of payments in which took 3 different times mailing and also faxing, I wasn't able to gain any ground with them. In the meantime the forbearance had to be extended multiple times for them to review the documents that according to them takes 45-60 days. I was told that they received the documents then after not hearing anything for 60 days I called back and was told they do not have any documents.This happened multiple times. They were sent certified mail. The stress level has been unbearable as we are about to lose our LIFE home. The have demanded all payments which at time time was over {$130000.00} and is much higher now. We have hired an attorney that has drained my savings account and he has now had any cooperation either. I have even attempted sending a payment in as I was advised and it was returned.At this point I am extremely concerned that we are losing our house because of someone else errors. I really would like to know where our payments went. This is our home and our investment. It has been almost two years and my wife and I had to put off a new roof and other much needed repairs due to the not knowing. As you can imagine we now have water damage because of the delay 's and other issues. There are of course more time-lined details we have recorded when needed. Our attorney was able to move the Trustee Sale Date to XX/XX/XXXX at XXXX XXXX. Thank you in advance, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Request for Urgent Intervention - Unfair Mortgage Servicing Practices by LOANCARE To whom it may concern, I am writing to you as a citizen of California and a veteran of our XXXX XXXX, to seek your urgent intervention concerning what I believe to be unfair practices carried out by my mortgage servicing company, LOANCARE. I purchased my home using my VA benefits. In XX/XX/2023, I lost my job, which resulted in missed mortgage payments. I immediately notified my lender about my situation and complied with all their requirements for financial hardship assistance. My VA representative guided me to request special forbearance, which I did, but there was no response from my lender. On XX/XX/2023, I was gainfully employed once more, and I sought to discuss options to bring my loan current. I received no response, and instead, I was informed that my loan was transferred to a new servicing company, LOANCARE. Upon receiving my first paycheck from my new employment, I tried to make a mortgage payment online. However, I was unable to, and when I reached out to LOANCARE, I was informed that I had to pay the entire outstanding balance plus an additional {$25000.00}. This response was unreasonable and unjustified considering my previous and current circumstances. I believe that LOANCARE 's lack of communication, refusal to engage in loss mitigation, and unexplained increase in the payment amount violates the Consumer Financial Protection Bureau 's ( CFPB ) mortgage servicing rules under the Real Estate Settlement Procedures Act ( RESPA ) and the Truth in Lending Act ( TILA ). According to these regulations, as long as I can afford to pay a mortgage, and have expressed a desire to do so, it is within my rights to explore options for alternative payment plans, forbearance, or modification. Furthermore, LOANCARE sent a letter dated XX/XX/2023, requesting certain information by XX/XX/2023 - a deadline impossible for me to meet as I only received the letter on XX/XX/2023. This late communication, I believe, is a violation of RESPA, which requires mortgage servicers to respond in a timely manner to borrowers written notices of error or requests for information. Despite the challenges I have faced, I am committed to fulfilling my obligations and seek a reasonable chance to rectify my arrears. I am reaching out to your office because LOANCARE 's practices are denying me my rights as a homeowner and a veteran. Given these circumstances, I implore the California Financial Protection Bureau to investigate this matter urgently. I kindly request you to help me engage LOANCARE in a meaningful dialogue to reach a fair arrangement that allows me to repay my missed payments through the special forbearance process. Moreover, an examination into LOANCARE 's practices may also help protect other homeowners in our state from similar unfair treatment. Thank you for your attention to this matter. I trust in your office 's commitment to uphold the rights of consumers like me, and I look forward to your response and assistance. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loancare Credit Bureau Disputes : I spoke with one of your agents and he requested that I send detailed information about my case. I will provide as much details as possible. I have tried my best to keep open communications so that there is no confusion. In XXXX I really started to feel the effects of XXXX because my household contracted the XXXX 3 times, I was out of work for 3 months and my side business went to nothing. I applied to my mortgage company XXXX XXXX for covid relief help which wasnt much just extra time. My credit score at this time is close to 800. I was pretty much forced to refinance my home back in XXXX with XXXX XXXX XXXX to catch up and get some equity cash out for repairs and upgrades. I went from a XXXX interest rate to a XXXX interest rate and had to pay a $ XXXX VA funding fee that they promises would be 100 % tax deductible. I checked and irs said yes as long as I claimed it that same year. This came about and I find out the tax laws changed and I do not get this back. Between XXXX and XXXX my mortgage was sold to XXXX XXXX and all this time I am in great communications with XXXX XXXX and XXXX XXXX. They both promised me in writing and verbally that I would not be reported to the credit agency as I was actively coming current with the arrearage amount. This is about the time my mortgage was sold yet again to loancare and at this point I am so confused beyond comprehension. During my attempt to get this loan current I attempted to contact loancare to pay my mortgage for 3 months and kept getting told this mortgage has not been boarded yet and to call back. For 3 months this was happening. This brings us to current day. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am now at 5 % XXXX and still working through this to try and come current. I could bring this mortgage current if my credit wasnt reported by loancare as delinquent and my score went from almost 800 to XXXX. I have about {$200000.00} in equity that I can tap into with a HELOC or a loan that will bring me current and let me enjoy the low interest rate I deserve. I beg you to help be with this credit situation and honor the other 2 servicers promise to not hurt my credit. I have worked hard to keep my family and my home intact through a lot adversity. This has come to the brink of ruining a marriage, my health, and my trust and faith in the country that is supposed to be for the hard working honest, and good people that deserve to take care of their loved ones. I kept this as short as I could so not to bog you down with a lot of reading, I could say more. If you have any questions for me I am very open to direct communications. Please Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, today, I received another notice and loan documents. I don't need a loan. I'm paying the principal amount every month. I tried to reach my account online and it's been removed. Can not make any payments online, period. HELP
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: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Loan Number : XXXX - XXXX incorrectly reported delinquency for loan payment. - XXXX XXXX XXXX sold my loan to another loan company ( XXXX XXXX ) effective XX/XX/ ( letter attached ) ; therefore, all payments after XX/XX/ should be paid to XXXX XXXX, not XXXX - However, IN FACT, XXXX XXXX XXXX received my XXXX and XX/XX/ loan payments through an auto payment online account ( payment history attached ) - XXXX reported delinquency for missing loan payments in XX/XX/ to the credit bureau caused a massive impact on my credit history. - The " Goodbye '' letter received from XXXX indicated " The servicing of your mortgage loan is being transferred, effective XX/XX/XXXX After this date, a new servicer will be collecting your mortgage loan payments from you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My ex husband and I were divorced in XXXX of XXXX. In the divorce agreement I was awarded the house with the agreement that I would be solely responsible for all costs including mortgage payments. I have, on my own, paid the monthly mortgage ever since. My ex husband and his current wife filed for bankruptcy in XXXX. It did not impact the mortgage loan as I am legally responsible for that. I was able to continue to have access to the online portal so that I could pay the monthly mortgage payment faithfully. I have never been more than 30 days late. I have logged in on or around the XXXX of every month to pay the monthly dues. In XX/XX/XXXX however I was suddenly refused access with no notice. I reached out multiple times to the mortgage company starting in XXXX trying to find out what the problem was. I was told that I did not have access and that I would have to call in every month to pay. Since everything was set up electronically I no longer had access to e-statements or invoices. I called multiple times and tried to find ways to get this resolved to no avail. In XXXX of XXXX I was able to speak with a loan representative who told me that my online portal was not available and to create a new, which I did. I was able to log in online as normal again and pay my mortgage payment and see the dashboard for the loan I am responsible for. When I tried to log in today, XX/XX/XXXX I was again denied access. The three representatives I spoke with said that it was because of my ex husbands bankruptcy in XXXX. However, I received an email from Loancare XX/XX/XXXX stating that my online mortgage statement was available. Yet I am not able to access the documents as Loancare has decided to deny me access to all the legal information including my bank account information and tax documents. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XX/XX/2023 trying to dispute late payment on my mortgage company loan care, try multiple times to disputet, but loan care wont except it, said it was accurate stating in the letter, they had the funding in reserve on hold for three months and then charge me a late fee, they never notified, I constantly call. also, I had a third-party XXXX infrastructure aid that was paying my mortgage payment for those three months, due to healthcare issues. They received it through mail to the US postal with tracking number, They received it through mail to the US postal with tracking number, but the payment is still late, also I paid a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34759
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I own our home in XXXX XXXX, FL, which took a direct hit from XXXX XXXX on XX/XX/2022. On or about XX/XX/2022 I reached out to my lender 's loan processer, Loan Care, to request a 30-day extension since my home had suffered major damage from the hurricane. They would not offer me such 30-day extension, but instead offered me a 3-month bereavement. I explained I didn't need that long, just 30 days. They said that was the only option, and there was no mention this bereavement offer would affect my credit score, but I learned later it did. I made my next payment as agreed, but they immediately notified the credit reporting agencies that I was 90-days behind on my mortgage. As a result, my credit score dropped from XXXX to XXXX. I immediately contacted them to dispute this, and promptly caught up on the payments. They have refused to take responsibility of not informing me of the consequences of their bereavement plan, nor have they updated the credit reporting agencies showing my mortgage is no longer past due. Their recent comment to me was that it isn't the agent 's responsibility to inform the homeowner the bereavement will ultimately affect their credit rating. They relied on mailing me a paper with those details, which I never received because my mailbox blew away in the hurricane. I request your assistance in getting this matter resolved as quickly as possible. Neither my lender, XXXX XXXX XXXX XXXX XXXX, or it's processing company, LoanCare, is helping me with this. Please help. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A