Date Received: 2023-06-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Problem : - LoanCare , LLC incorrectly report " DELINQUENCY '' to all the credit bureaus for a mortgage payment for XX/XX/XXXX when it was paid. XXXX LoanCare , LLC incorrectly reports " XXXX '' to all the credit bureaus for a mortgage payment when the loan is transferred to another bank. What happened : - I purchased a home at the beginning of XXXX and LoanCare , LLC. was the lender. - I set all my auto mortgage payments through LoanCare , LLC website, and all mortgage payments were paid on time ( please refer to the attached documents ). - On XX/XX/XXXX, I made my XXXX and XX/XX/XXXX mortgage payments through auto payments ( please refer to the attached documents ). - On XX/XX/XXXX, LoanCare , LLC sold the loan to another lender ( XXXX Bank ) and stated the mortgage loan is being transferred, effective XX/XX/XXXX. After this date, a new servicer will be collecting your mortgage loan payments from you ( please refer to the attached letter ). - I contacted and complained regarding the issue back in XX/XX/XXXX ; however, the problem was never solved. - As of today, XX/XX/XXXX, the delinquency still appears on my credit report and has caused my financial issue because I wanted to purchase a new house, and the lender raised my interest rate and is in danger of being refused the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: new rez / loancare is trying to charge me for a home owners insurance gap which is not true. They already charged my payment towards the escrow for ins and edcrow instead of towards principal for XXXX, I should be credited back. Some dates are not specific because I expected this to be resolved quickly so I never recorded dates. The mortgage companies chaged from di-tec to loancare to newrez. My insurance company amfam which the insurance was carried, was sending the declaration to XXXX XXXX XXXX former mortgage co by mistake. ( I switched ins companies now ) They never updated the proof of insurance to send to loan care, but the insurance was still up to date on the home. Then in XX/XX/XXXX I started receiving letters from loancare for me to show proof of insurance ( XXXX ). I then started sending many copies of the declaration doc to Loancare and they would take days to get back to me and still did not accept the proof. I made a call in XXXX ( because the declaration proof kept being rejected ) to a rep at loancare but she did not resolve the issue and stated she would contact am fam ( the insurance at the time of the supposed gap ), never heard anything, received more letters from loan care, sent the declaration page and they still wont accept it. Today XX/XX/XXXX received a letter from new rez which is one of the XXXX companies once for my current mortgage. They are trying to start an escrow for home owners insurance purchased through them and charging me more each month, when my insurance was covering the home with no gaps between amfam and state farm ( new ). The amount is {$790.00} in question from new rez, but loancare states the premium is {$400.00}, not sure why a difference? The insurance gap they claim is XXXX XX/XX/XXXX which was under am fam. I now use state farm which I started XX/XX/XXXX, and they show it as effective XX/XX/XXXX on loancare web site now, because they accepted the current state farm policybut mot thr gap from an fam. They just dont want to accept the declaration page from amfam that shows continuing coverage from XX/XX/XXXX XXXX. XXXX was the site that I uploaded declaration pages. Please let me know if you need anything else from me. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare failed to pay my property taxes as promised by their representatives. Now, I am charged with delinquent fees and the original property taxes. The representatives promised that Loancare will assist me with paying all of the property taxes, secured and supplemental taxes. The representatives promised that Loancare will use my escrow account to pay the taxes as long as I submitted the tax bills using their online portal before the due date. Loancare committed to pay all delinquent fees if they do not pay the tax bills on time. I sent in my tax bills using their online portal on XX/XX/2023. The due date was XX/XX/2023. I even received a confirmation email confirming they have received my tax bills. I did everything the representatives told me to do. On XX/XX/2023, I saw that my tax bills were not paid and I was charged delinquent fees. I spent over 42 minutes on the phone with Loancare. I was bounced around between at least 3 representatives before the last one finally made an escalation ticket. All of them repeatedly denied the commitments to pay for all submitted taxes and delinquent fees. I have till XX/XX/2023 to submit the supplemental taxes and delinquent fees Loancare failed to pay for me. I am requesting assistance from CFPB to enforce the commitments made by Loancare. They violated their financial commitments to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX Loan Care Services XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX Office of The Consumer Loan Care XXXX XXXX XXXX during XXXX, XXXX and XX/XX/2023. The XXXX XXXXXXXX XXXX did not authorize Loan Care to service my account number XXXX. I contacted Loan Care via phone and letter ; they did not respond. XXXX is trying to recover the funds. The person ( s ) who committed should be arrested and jailed. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX MN XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We suspect XXXX XXXX XXXX and My Loan Care may be attempting to move high value, low interest mortgages to a separate service provider without ensuring the mortgagees have received adequate notice of the transfer, and removing the auto draft information from these accounts, in order to place the mortgages in default, call the entire amount due, and force the mortgagee to refinance at a much higher rate. Our mortgage had been with XXXX XXXX XXXX since just after we purchased the house in XX/XX/2021 ( {$1.00} mil, 3.4 % ). We set up auto payment and had perfect payment history. On Sunday my husband opened an email from XXXX XXXX showing our mortgage with My Loan Care ( a company wed never heard of ) and was in default. We did some research and saw that XXXX XXXX XXXX had transferred the loan to a subservicer, My Loan Care. We received NO notice of the transfer of our account to My Loan Care. We have received letters from XXXX XXXX XXXX monthly since setting up the autopay and disregarded those notices as we had Auto Draft set up. All the envelopes we received from XXXX XXXX XXXX looked identical to the previous statement envelopes we had received so we continued to discard those envelopes. We do not recall receiving any letters from My Loan Care. We did not receive any phone calls on this topic. We did not notice the money was not debiting because we keep a high amount in our checking account and the mortgage amount is diminimus. That same day, we attempted to create a username/password and login to the My Loan Care system. We received an error message and was unable to login. We also attempted to call the automated payment line and was told there was no automated service available on a Sunday. We contacted My Loan Care through a XXXX XXXX XXXX number and automated system. We set up auto draft and paid the amount. Despite us not receiving adequate notice, only 1 late fee was removed and the customer service representative refused to remove the negative reports on our credit reports without us sending a written letter. Additionally, when we asked why all of our personal information ( including our Social Security numbers ) was transferred to My Loan Care ( a service provider of XXXX XXXXXXXX XXXX ) except our auto draft information when we consented to such transfer of personal information in or original loan documents, a customer service representative stated it was " for our protection. '' We also spoke to a web services customer service representative who stated that we must " allow all cookies '' on our browser in order to log in to the website. We plan on contacting a class action attorney to discuss this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I received a notice saying Loan Care ( mortgage company ) couldnt accept my payment I made via XXXX service and check was returned. I did not make this payment via check it was through XXXX payment service which I have used in the past with your company ( XXXX payment ). This payment processed and confirmed funds out of my account. I spoke with agent on XXXX and he stated that on Loan Care dont have payment reflecting. I attached a photo of proof of payment to company. My XXXX XXXX reference number is XXXX. Also I made a payment in XX/XX/2023 that my account is not receiving credit for either. I would like my account updated as soon as possible as this is reflecting on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A late payment for mortgage loan was reported in XXXX XXXX for my XX/XX/XXXX payment. This item is inaccurate due to the following reason : I made my payment for XXXX through the app as I normally do. Unbeknownst to be there was an issue in system. My payment information is saved in the system so that I can make my payment each month. Only one payment account was saved the system to make my payment.. As the app only show the last four ( 4 ) digits of the account you are paying from, which showed the correct four digits of my checking account. I made my payment as normal. Approximately 7 to 10 days later, on XX/XX/XXXX, I received notice that my XXXX payment was returned, and a person showed up to my house to make sure it was secure! I had more than enough funds in my account for my mortgage payment therefore I called LoanCare to get this resolved and discovered that there were two checking accounts listed in my loan account both of which had the same last four digits but not the same beginning account numbers. XXXX with account services assisted me in getting the payment made through the correct checking account, waived the retuned check fee due to the error by LoanCare then transferred me to XXXX in the LoanCare webservices division to get this resolved. XXXX worked to get the incorrect account removed but was unable to at the time. A request ticket was made to get this situation resolved, in the meantime I named the accounts good and bad so as not to get them confused for future payments until the bad was removed by LoanCare. LoanCare continues to deny my complanit and resolve the issue by simpliy removing the late payment on my credit report. This is ruining my report and causing issues for a potential job move. My conversation with XXXX XXXX, a LoanCare escalation XXXX, on XX/XX/XXXX told me it was my choice to use the app or web to pay my bill and that if the XXXX XXXX department has denied this then that it. Use another method. Even though none of this was my doing I was basicaly told it was my fault.I was given no other person to speak with. This was an internal issue with LoanCare 's systems that I never had a problem until that day now it my fault for thier mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Account Payment Application and Debit Discrepancies Dear LoanCare/XXXX XXXX XXXX XXXX XXXX hope this letter finds you well. I am writing to bring to your attention some concerning issues regarding the application of my mortgage payments to my account. Despite consistently making timely payments, I have noticed discrepancies and irregularities in how my payments are being handled, specifically related to the allocation of funds and the debiting of amounts that I have no knowledge of or consented to. To illustrate my concerns, I would like to refer to a recent example. On XX/XX/XXXX, I made a payment of {$4500.00} towards my mortgage account. However, to my surprise, this payment was initially placed in a suspense account without any justifiable reason. On the same day, two different amounts, {$4500.00} and {$2600.00}, were posted to my account. Additionally, there have been debits made from my monthly payments without proper explanation or prior notification. One such debit includes an escrow advance of {$2300.00} on XX/XX/XXXX, which was deducted directly from my monthly payments. It is important to note that I was not informed about any such escrow advance, and this deduction has led to an ongoing and seemingly infinite debit on my account. Furthermore, a hazard insurance disbursement of {$2500.00} was also taken directly from my monthly payment, which raises concerns about the transparency and communication surrounding the management of my account. As a responsible borrower, I have consistently fulfilled my financial obligations by making timely payments, and it is my expectation that these payments are applied in a fair and transparent manner. I firmly believe that my payments should be primarily allocated towards reducing the principal balance of my mortgage rather than being diverted to cover various shortages or debits that I am unaware of. I kindly request that you thoroughly investigate these discrepancies and provide me with a comprehensive explanation of how my payments have been applied to my account. It is essential that I have a clear understanding of the debits made from my monthly payments and any outstanding balances that need to be addressed. I also urge you to take immediate corrective action to rectify any misallocations and ensure that my payments are correctly applied to my account going forward. Moreover, I would appreciate your cooperation in providing me with detailed documentation pertaining to the debits made from my account without my knowledge or consent. It is my right as a borrower to be informed and have transparency regarding any financial transactions related to my mortgage. I believe that resolving these issues is crucial to maintaining a mutually beneficial relationship. I value the opportunity to work together towards an equitable resolution and to restore the proper handling of my mortgage payments. I kindly request a prompt response within [ mention a reasonable timeframe ] to address the concerns raised in this letter. Thank you for your attention to this matter. I look forward to your prompt response and a resolution that ensures the accurate and transparent application of my mortgage payments. Sincerely, YOU ARE TAKING MONEY FROM MY MONTHLY PAYMENTS AND SAYING THAT I AM BEHIND IN PAYMENTS. YOU ARE TAKING ESCROW ADVANCES AND INSURANCE FROM MY MONTHLY PAYMENTS. I DO NOT HAVE MONTHLY PAYMENTS BECAUSE YOU ARE TRYING TO SATISFY ESCROW ACCOUNT. YOU ARE FULL OF SUBTERFUGE AND MALICE. XXXX XXXX
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: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a forbearance for my mortgage, and in XXXX of XXXX, when I finally could resume my payments I had applied for a loan modification with loancare mortgage servicing. Finally I After multiple times of resending copies of the same paperwork in XX/XX/XXXX I I excepted a loan modification. I made my XXXX and XXXX payment and then when I went to go make my last payment for the loan modification in XX/XX/XXXX I was told they had canceled my modification. I didnt understand why I asked him multiple times they told me that it was my fault when I explain to them that theres absolutely not XXXX thing that I have done wrong. I have done everything right and I also making my payments even before I started a long modification I was making my payments from XXXX on XX/XX/XXXX. I received a phone call from A representative from loss mitigation XXXX ex XXXX. She had explained to me that they had made a mistake on my modification, but dont worry about it. Its OK theyre going to give me a new loan modification. I asked them why what was the mistake? She did not tell me she just kept telling me not to worry about it. I asked her. I asked if it was their mistake why do I need a new modification I just cant make my last payment? She told me that they have to give me a new one. She offered me a new modification. this modification was different. It was a flex modification with no BPR. I asked her how do I accept it? She told me that I can deal with her over the phone. My first payment for XX/XX/XXXX. at this time my loan was being transferred to XXXX XXXX company. I asked XXXX I said is this going to be an issue for me now will they still honor the loan modification if I get transferred in between she said absolutely theres have to order the modification. Its not gon na be a big deal. Just make your first payment with them and Ill be all set, I I asked XXXX more time if she was positive because Ive been going through this process for a long time and I can not lose me and my children home.? she said absolutely. I accepted it with her over the. I am now with XXXX XXXX company. I made my first XXXX payments and completed my loan modification with them. They had told me that they can not honor it because Loancare did not give them all of the paperwork which was the assumption that they needed because I am on the deed but not the mortgage and my fiancee was deceased and he was the borrower. She explained that I would have to start a new modification process so I did. I got a letter in the mail stating that my home is now In foreclosure. I was extremely upset because this is my home with my children and this is our home with their father before he passed. My point of contact told me it's on hold because I'm in modification process. I still dont understand why because I have been doing everything right and since I was notification, I dont know why that it was already in foreclosure especially because I was willing to make the payment still not explained I didnt XXXX na lose my house I do not wan na lose it I am I have proven twice and was paying before the modification starte. paying the mortgage which I have proven twice and was paying before the modification started In this time I had gone back-and-forth with Shellpoint and Loancare trying to figure out what had happened and when I spoke with Loancare, they kept telling me that they have to accept the loan modification that they do not need an assumption. It's now XX/XX/XXXX. I just saw that my loan modification and just figured out last weeklast week that when I called up my mortgage company, XXXX again, and I tried to speak with somebody different than my point of contact to see maybe if they can figure out what had gone wrong with my first XXXX modifications A gentleman had looked into it, it took him XXXX minutes and found out that Loancare had started me in the XXXX modification without getting assumption approval through XXXX XXXX. Then before getting the assumption again started me in the new flex modification and then transferred the loan. He saw that they got denied after transferring loan because I was no longer with their company and they had already transferredto XXXX. After all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Both these companies are horrible! after all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Not anyone at loancare no my point of contact even made an effort to look into the situation. They just spoke to me like I was crazy. This is absolutely absurd. Now my home is in foreclosure, and after losing my fianc and my children losing their father the last thing I need to do is lose our home over a mistake, because the representatives at both companies are too lazy to and careless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my mortgage was not withdrawn automatically as it had been since coming out of forebearance. I attempted to pay online but the system erroneously stated that I was more than 30 days delinquent and I could not pay online. I called and talked to a representative that helped post the payment and change the payment account to mine from my daughters for autopay starting in XXXX. I did this because my daughter is young and has XXXX XXXX XXXX and I didnt want her to have to worry about this. Thankfully I did because this month they have made this same false claim. This time stating that I was delinquent from the XX/XX/XXXX payment. Considering calling them was ineffective last month I posted the payment under bill pay from my checking account. This mortgage company has been harassing me in regards to insurance repairs from the XXXX floods. I had an inspection that passed at 100 % yet they constantly mail me letters stating that I havent completed the inspections. They went as far as to contact MSHDA who paid my forebearance and lied to them stating I havent completed the repairs but the MSHDA representative stated they confirmed my inspection passed at 100 %. Additionally, they sent me a letter to sign & notorize indemnifying them should any lawsuits arise in XXXX of XXXX. My daughter & I signed this letter, notorized it and mailed it in. I never received confirmation of their receipt. Nevertheless, they continually call me and send letters so I wrote them a letter respectfully requesting they stop harassing me over resolved matters regarding the insurance claim. Not only did they not respond to that letter they are continually harassing me and have now upgraded to lying about my mortgage being delinquent. I am a XXXX woman and the stress this has caused in my life is immeasurable. I pay my mortgage every month and passed my inspection at 100 %. They should not be allowed to treat people this way. It seems to me they just want to take my house because the value has doubled and they could make more money from repossession and future sale and that despicable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48141
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A