Date Received: 2023-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice of servicing transfer dated XX/XX/23 from XXXX XXXX XXXX XXXX LoanCare , LLC that stated my mortgage would be transferred to another servicer effective XX/XX/23. The notice stated that I could contact my current servicer with questions at the following phone number : XXXX. I had a question regarding how my next payment would be handled since my payments are automatically withdrawn by the servicer, so I called the number. I waited on the phone/on hold for more than an hour and no one answered. Having to wait more than an hour to talk to someone about my mortgage is unacceptable and unfair to this servicers customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez / XXXXXXXX XXXX Is telling me that my ESCROW account is low so they raised my mortgage payment up {$200.00} for the next 12 months!!!! This is the second time they have done this to me. This is totally separate from my complaint but I share this information with you because, Ironically Newrez / LOAN care has me confused with another person in California with my name XXXX XXXX. Newrez sent me a text telling this other person THAT THEIR ESCROW ACCOUNT WAS LOW AND THEIR PAYMENT WOULD BE GOING UP TO REPLENISH THEIR ESCROW ACCOUNT!!! THEY ARE DOING THIS TO OTHER PEOPLE!!! What I want is an AUDIT of my LOAN and ESCROW account. My TAXES WENT DOWN THIS AND SO DID MY INSURANCE SO HOW CAN THIS BE ACCURATE. I WANT LOAN CARE TO REFUND ME THE {$1200.00} DOLLARS FROM THE FRIST TIME THEY TOLD ME MY ESCROW WAS LOW, AND REFUND ME FOR XXXX AND XX/XX/2023 {$400.00} THANK YOU XXXX 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: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am 3 years behind in my mortgage due to XXXX. I applied for and was accepted by MIHAF ( state of Michigan HAF ) for a grant amount of XXXX. My mortgage arrears are approximately XXXX ( I cant get a straight answer from LoanCare LLC, my servicer, on that amount ) The funds were sent to Loancare LLC who would not accept the funds because it did not cover the full amount ( I had hoped to do a partial claim for the amount not covered by MIHAF, which as i understand is an option under COVID relief. No one bothered to tell me the funds were sent back, or that my home was scheduled for sheriffs sale. I found out about that from a letter, from a realitor wanting to by my house and a copy of the sheriff sale notice. I have talked with approx. 7 different people at Loancare, two told me that yes they would accept a partial payment they others told me no they wouldnt. The only thing they will do for me is a loan modification, that will lower my monthly payment approx. {$100.00} dollars but extend my mortgate out 30 years. I have had my current mortgage 25 years and only have 5 years left on it. five years. and they want to extend it to 30 more years. How can they refuse funds and then extend my mortgage another 30 years????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we received a letter that we did not prove our Wind Insurance policy and that they were going to provide insurance for us and we would have to pay this. Our Insurance agent had been trying to get the payment for our policy. The mortgage company did not pay until it was over 3 months late. So we had to wait for a new policy to start in XXXX. Premiums were finally paid. XX/XX/XXXX we get another letter and we call again because this was finally handled. XX/XX/XXXX I get an alert that my mortgage payment is late from XXXX. I call because payments are made directly from my account to Loancare. I am told that my payment was not enough and so the payment goes into an account until funds are collected. My payment use to be {$2400.00} and I pay {$2800.00} each month a week before the due date. I speak to multiple people who can see what happened. They charged us for the lapse of coverage XXXX. We did not lapse the mortgage company did. We opened an escalated case # XXXX. We ahd to work with the insurance dept to get this resolved and with customer service to get our credit fixed and the payment. XXXX was out case XXXX and she did have our credit fixed and told me she would adjust the late fees as well. This did not happen. XXXX XXXX from the insurance dept has called me back every time he tells me he is and has kept me updated. He left a message on XX/XX/XXXX stating that this will be completed next week and he will call when it is finished. I get a letter in the mail and my credit was dinged again for being late. I have constantly paid the {$2800.00} which I was told to do since no one knows what my payment will actually be. I was told that they had to adjust the difference and fix our escrow in order to know the amount we should be paying. Today I spoke to multiple reps at LoanCare or XXXX and one was the collection department, which I told him I should not be in collections. He transfer me after an hour on the phone to customer service and after another hour going over the account, he is still showing I am a month late or missing a payment. My account has multiple payments then reversals and it makes no sense to me, however I know what has been paid out of my bank account. They told me a payment was returned, not sure why because I pay from my bank. I did have to go in a pay again on XX/XX/XXXX for XXXX. I now am told I cant pay online or over the phone because I am not in good standing for payments. I am also told I am a month in the rears, which is not true. XXXX waiting for someone to return my call again but I do not have much hope since after XXXX hours today no one could help. This company is the worse, I had to file a complaint when we refinanced. I have voicemails and phone conversations recorded showing they were working on this issue and was going to fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This continues to be ongoing. My loan unfortunately got sold from XXXX to these XXXX Loancare. The official date of the switch was XX/XX/XXXX. The home I have this mortgage under was purchased XX/XX/XXXX. My hazard insurance policy with XXXX ran from XX/XX/XXXX to XX/XX/XXXX. My agent drafted a new policy back in XXXX in preparation for the policy to roll over on XX/XX/XXXX. Loancare Paid the {$880.00} premium out of my escrow on XX/XX/XXXX for the XX/XX/XXXX - XX/XX/XXXX policy. On Friday XX/XX/XXXX, I received a letter dated XX/XX/XXXX from LoanCare stating they were obtaining Lender based hazard insurance on my property because I had no evidence of homeowners insurance. I submitted copies of my current and previous policies. They then sent me a letter, dated XX/XX/XXXX, acknowledging they had the updated policy, but they were going to charge me {$25.00} for a gap in coverage from XX/XX/XXXX to XX/XX/XXXX. I asked them what the gap was and initially, no one could tell me. I submitted both last year and this year 's insurance policies which show clear as day on the declaration page, the start and end of each policy. There is no gap in coverage. The coverage is up to date. I got an automated email last weekend, XX/XX/XXXX stating everything was updated, and I need not take any further action. Out of the blue, on Thursday, XX/XX/XXXX, I received an email from Loancare stating they could not proceed with updating my policy information. They wanted me to review the declaration page to make sure the coverage was for the period in question. I again submitted both last year and this years to show I have had homeowners insurance this entire time, and there is no gap in coverage. I called them and went through several people to speak to a live agent. I got hold of someone named " XXXX ''. He stated that when they got my former policy from my previous lender ( XXXX ), somehow they were under the impression that my policy started on XX/XX/XXXX and that's why they had XX/XX/XXXX as the date the prior policy expired. I asked him how that was possible since I closed on the home on XX/XX/XXXX. I also asked him where on any of those declaration pages does anything state XX/XX/XXXX?????? He couldn't give me an answer, but did have all of my declarations and stated that my policy was up to date and I would not be charged any {$25.00} fee. He stated I would not get any more emails, he would take care of everything. He sent me an email confirming this. Tonight, at XXXX XXXX, I received more emails from this insurance team at Loancare now telling me that they can not process my documents. This is ridiculous. I have had my agent speak to them. I don't know what else to do except see if my prior lender/servicer can contact them since they are where the loan originated. I feel like this is all on purpose. They harass you about something, and it seems something trivial if you are a good customer, to attempt to get money from you. In this case, it would be reimbursement for placing lender based insurance, or from attempting to stick fees in ( like this supposed gap in insurance ). It seems like no one keeps notes on anything here and NO ONE COMMUNICATES. THIS IS NOT A LEGITIMATE COMPANY. IN THE 2 MONTHS NOW IVE BEEN WITH THEM, THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH, IN ANYTHING. THEY NEED TO BE INVESTIGATED. They have all of my information that you guys have, as far as my policies. A monkey could process those, I don't understand what the issue is other than they are FRAUDULENTLY attempting to scam money from me at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17109
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Beginning in midMarch we discovered a problem with the title on our property. After a refi, LoanCare paid off the 1st mortgage ( see receipt ) but put the wrong bank on the discharge. We contacted them and they escalated and assigned a case manager ( XXXX ) and case number ( XXXX XXXX XXXX ) who we have talked to twice. We call everyday and are told she'll call back. We filed a cfpb complaint in early XXXX ( XXXX ) against the mortgage bank ( platinum ) who replied that they have sent all the relevant info to LoanCare. LoanCare still has not made any progress on a revised discharge. They should have everything they need to issue it. This had been going on for a month and it has held up my sale of my house past closing and upset my buyers who are threatening to bail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This involves LoanCare LLC again. I sent them my updated hazard insurance policy, which they claim they never received, even though they paid the renewal right out of my escrow account on XX/XX/XXXX. Today, I received another letter from LoanCare stating that they were charging me {$25.00} for a lapse in insurance coverage from XX/XX/XXXX to XX/XX/XXXX because for some reason, their records indicate a lapse in coverage. My previous policy on this home went from XX/XX/XXXX to XX/XX/XXXX, and that was with XXXX. The coverage for this year picked up right at XX/XX/XXXX to XX/XX/XXXX. I sent LoanCare the policy for last year XXXX and AGAIN the one from this year XXXX. I will include these documents in my complaint. I want them to stop coming up with ways to try and extract money from me with ridiculous fees. If they are truly a legitimate servicing company, I can tell you this XXXX would not be happening. I believe they are a scam company. My loan was sold to them from a reputable mortgage company. I want my loan taken from them and sold to someone else legitimate ASAP. I am going to have an attorney look at everything they have sent me thus far. I've only been with them a month and I have received two collections notices. I have had mortgages for the past 20+ years with all different servicers and NEVER have I EVER received any collections notices. THEY ARE A SCAM COMPANY, PLEASE INVESTIGATE!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17109
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan care keeps calculating my property tax in an incorrect way, resulting huge increase in my escrow payment. According to the escrow analysis statement they sent in XXXX, they calculated the school tax twice when they anticipate the property tax payment in XX/XX/.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan care 's escrow department always makes mistake when it comes to property tax calculation. This is my 3rd time encounter the same problem with Loan Care servicing. They overcalculated the anticipated county tax of XXXX, they anticipated the county tax is the comination of the total tax bill, which resulting in a {$700.00} escrow payment increase in my next mortgage payment, this mistaken is totally not acceptable as this mistake will be causing us not being able to afford the house anymore because of their long overdue mistake inside the escrow department. Given my past experience fighting with Loan care 's incorrect escrow analysis, calling loan care 's customer service can do nothing to help with this issue as they either can not deliver the message correctly to the escrow department, or the escrow department doesn't even know what they need to do to correct the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to LoanCare Inc from XXXX XXXX XXXX. The loan was completely transferred over on XXXX My homewoners insurance was due to expire on XX/XX/XXXX. I received the bill from XXXX for the new homeowners insurance and forwarded it to LoanCare to pay it. LoanCare made a disbursement on XX/XX/XXXX from my escrow account in the amount of {$880.00} for the renewal of my homeowners insurance. My initial homeowners policy document for XXXX went out XX/XX/XXXXXXXX and this was all transferred over to LoanCare when they purchased the loan. On XX/XX/XXXX, I received a letter in the mail from LoanCare stating that my hazard insurance had expired and they were going to purchase homeowners insurance for my property, and that I would be responsible for the period during which the insurance they buy is in effect for that which I do not have insurance. I sent them my renewed policy, which was renewed and finalized as of XX/XX/XXXX. My XXXX agent XXXX XXXX can confirm that there was no gap in coverage, and that LoanCare themselves submitted the payment of {$880.00} for the policy on XX/XX/XXXXXXXX I have a copy of the email from LoanCare with this information and a screenshot. I have read all the one star reviews on LoanCare, and have seen similar complaints where they attempt to sham people out of money by claiming they don't have documents, or failing to transfer documents in a timely manner such that the people who are diligent about making their payments are not only held accountable, but are scammed out of more money. I have never had this happen with any other servicer. I believe this company is a scam. I am going to be charged at least a month 's worth of very expensive insurance that this company went ahead and purchased, when I not only had the policy in the works since XXXX of this year and finalized timely on XX/XX/XXXXXXXX ... ..BUT THEY PAID THE NEW POLICY RIGHT OUT OF MY ESCROW ON XX/XX/XXXX!!!! Please please please investigate this company. If I dont pay for their insurance, i'm sure they will turn me into collections. Read the reviews on XXXX, XXXX, XXXX... ..everyone has a horror story about these people. Again, I have been a mortgage holder for quite some time and have had many servicers. This is a first where a servicer is charging me for something already in place ( my insurance agent and I are meticulous about my policies and making sure everything is up-to-date and timely ), AND THAT THEY THEMSELVES MADE THE PAYMENT FOR!!!! Is there any way I can switch to another servicer???? We should be able to do this. I work very hard and pay my bills and mortgage in a timely manner. This to me is a blatant attempt to steal money from me. I am going to speak to an attorney this week as well. Please have them sell my mortgage and please please investigate this company. Thank you so much!! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17109
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A