Date Received: 2023-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a forbearance process with my lender and I was making arrangements to do payment options on XX/XX/2023. The lender refused to accept payments saying that they can not release any information to me. They has been no document to support anything they are saying about the account. I have spoken to supervisor of lender and he stated that they will not be able to send anything in writing. I need assistance what I can do to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Under title 15 USC 1681a Federal law " exclusion ''. THIS IS A VIOLATION The mortgage company LOANCARE SERVICING CENTER INC was asked to stop reporting negatively on my consumer credit report because this is illegal. this is also improper use and they continue to do so even though they were verbally asked. I will start fining these corporation for failure to comply with federal laws. inaccurate account amounts on all three credit reporting bureau non compliant mortgage company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original loan was taken over by New Rez in XXXX and since then my interests has been some years going up others going down. I have a fixed rate mortgage until XXXX so to my knowledge the amount going to interest should reduce each year and the amount going to principal should increase. I shall list my issues I contacted New Rez by phone, email and mail back in XXXX and now I am doing the same in XXXX. I will make a graph showing what I think are discrepancies. Interest charged XXXX XXXX {$1800.00} New Rez XXXX Total {$7500.00} XXXX New Rez XXXX {$440.00} more than XXXX XXXX New Rez XXXX {$1300.00} less than XXXX XXXX New Rez XXXX {$1000.00} more than XXXX I do not understand why my interest would increase one year decrease the next. I obtained this information from the tax form New Rez sends out each year. I thank you in advance for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This lender is directly in violation of the Fair Credit Reporting Act because I was never given written notice of any late payments.No messagesNo characters.In addition, I am aware that the Initial Disclosures will not be adequate means of notification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Regarding : Flood policy : XXXX XXXX XXXX : XXXX On XX/XX/XXXX I signed into my mortgage account with XXXX. At that time I saw that the flood insurance had not been paid from the escrow. I called the company who covers the flood insurance XXXX XXXX XXXX XXXX XXXX and spoke with the front desk. The front desk said they would transfer me to my agent XXXX because it looked like there was a problem. I was transferred to XXXX at XXXX XXXX XXXX who said she would handle. She tried to update then said it was too late to pay at the previous rate. She said the policy had expired the day before. She stated that she has emailed me and that she has called me. I told XXXX I had not received anything and asked her what email she had for me. She then stated -- oh I don't have an email or telephone number for you. I then gave XXXX my email and telephone number. I was then quoted a price greater than three times the amount of my previous payment. I told her I would call her back which I did and left a message for her to return call. I called the mortgage company who said they had submitted a request from the agent multiple times and had not received an invoice. XXXX sent an email with a copy of billing notice dated XX/XX/XXXX for {$640.00} which she said had been sent. I didn't receive bill and I probably would have ignore bill if I received because second page of notice regarding premium notice states " If you have already submitted or if your mortgage lender pays your policy premium from an escrow account, please disregard this notice. '' I then reached out to XXXX who said they didn't have anything. I called XXXX at XXXX XXXX 's office and merge the calls questioning both on why my insurance wasn't paid. I have told them both at this time from my prospective this looks shady I questioned the integrity. XXXX quote a price of {$1900.00} and asked if I wanted to pay. I thought I would, but then realized the financial burden was not mine. My loan payments should cover the charges and I didn't not cancel my policy. My policy was cancelled due to XXXX not making a payment. I asked XXXX with XXXX to send me the information which she sent via email. Of course I did not make payment because my escrow is to pay. Asked XXXX if she could have XXXX XXXX return my call. On XX/XX/XXXX XXXX XXXX with XXXX returned my call. XXXX XXXX said my flood information was entered into the required system. I believe he said it was mymortgage.com as required and that XXXX didn't make payment. Insurance was not paid by XXXX so I do not have coverage that my escrow with XXXX should have paid before XX/XX/XXXX. I had called XXXX on XX/XX/XXXX and spoke to XXXX who stated that XXXX would pay the bill when received. The problems are : My mortgage payment increased in XXXX. The reason stated by the XXXX was to cover taxes and insurance. My flood insurance in XXXX was {$560.00}. The copy of notice sent to me that was due XX/XX/XXXX was {$640.00}. The new figure ( after XXXX didn't pay ) is greater than {$1900.00} That would be a cost greater than {$35000.00} for the remainder of the loan. If I live to be XXXX ( my grandmother was XXXX when she passed ) that would cost me greater than {$65000.00}. I sent all this information to XXXX on XX/XX/XXXX and still have not received satisfying solution. I received a letter saying I must have flood insurance. I would have flood insurance if they had paid the bill. I have checked escrow account this month and they still haven't paid flood insurance. I have continued to make regular principal, interest and escrow payments based on the original amounts prior to their mistakes. They have attempted to refund the escrow amounts to coverup their negligence but I haven't cashed any of the checks. I received quotes today and the flood insurance continues to go up ( {$2300.00} ). XXXX needs to find a solution that requires no financial burden to me. Regards, XXXX XXXX
Company Response:
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been ongoing since XXXX of 2022. We filed one complaint, thought it was being fixed, only to find out LoanCare has been doing everything they said they wouldn't. It needs to be reopened. We have the letters to prove it. We are assuming this is all retaliation because we filed a complaint with you and asked for LoanCare to be investigated. There is no other reason for it. Now LoanCare has charged us another late fee, sent XXXX another payment without knowledge or permission when the letter we received from LoanCare said this would not happen again which has again wiped out our Escrow account again, has our account as delinquent, and has this so messed up it is beyond understanding. I guess it is time to go to the media and also get an attorney. XXXX shows our account is already paid in full. LoanCare does as well but refuses to acknowledge it. XXXX sent the payment back to LoanCare as it indicated on the refund payment to LoanCare it was supposed to go to our Escrow account. They are just issuing payments illegally out of our account. When we call, we can not get anyone to talk to us. When we email, it gets kicked back saying the email doesn't work or our information shows that it wasn't processed. None of their links or emails work. Again, we have never been late and all of these apologies from LoanCare are just to make the case look good for the VA and the CFB. Yet they are showing we have only made one payment all year which is not true. We have always paid early. We have our bank statements to prove it. LoanCare needs to be investigated for all these illegal practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78413
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: in 2022 because of my economic situation I applied to forbearence at the end of the forbearence they gave me two option " paid in full amount I owe " or " recalculation of my debt '' I agreed to pay full amount of {$10000.00} after that the mortgage company said I have still negative balance in my escrow because my property tax increased ( because I got pace program window installation ) but that difference is around roughly {$2700.00} compare than last year property tax, because of negative balance they said they need to cover this negative balance and future year negative balance thats why instead ( - {$2700.00} ) they said my new negative balance is around ( - {$6000.00} ) and I agreed to reflection to my monthly payment after this adjusment my monthly payment went up to from {$1600.00} to {$2500.00} after I made 2 payments called them and asked if I make adiitonal escrow payment what will happen, as of today representative said I still have negative - {$6000.00} escrow shortage and because I dont have {$3000.00} in my escrow for XXXX and XXXX based on florida law my new balance is- {$1400.00} so at the conclusion I have previous year shortage amount of - {$6000.00} ( said covers previous and following year ) and current year shortage - {$1400.00} in my escrow, I dont believe I have shortage the maximum amount I may have - {$2700.00} after XXXX and I made my payments if there is a remainig balance its spoused to be between $ XXXX {$2000.00}, I want to dispute their calculation or need help to recalculate, when I call them they only said have shortage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: My home is actively in foreclosure, sale date rapidly approaching on XX/XX/XXXX. I have been working all month to try and get them any and all paperwork they need to proceed on a loan modification or a repayment plan, but I am now told they can not proceed because there is not enough time to review my paperwork before this sale. There would be time to review if a hold was placed, or if I had been contacted at all by LoanCare before it was put into foreclosure again, and I was not. My mortgage company is 'XXXX ', but all my loan assistance and foreclosure dealings are through 'LoanCare '. I have been dealing with this for many months, even more than a year, trying to get things straightened out, submitting all paperwork requested, not hearing from a LoanCare representative, and while waiting for contact, my foreclosure continues. Over the pandemic, I was put on a Forbearance program. After the forbearance, I was put on a trial payment period. Sadly, one of my trial payment checks did not reach LoanCare in the mail, I was not contacted by phone or email, and eventually my following payments sent started to come back to me. I was contacted by a local law firm that my house was actively in foreclosure. In XX/XX/XXXX, my foreclosure was stopped, and I was told by LoanCare a loan modification/mortgage assistance application packet would arrive in the mail within 30 days. It did not. I contacted LoanCare and was told it could still be in the mail. My house was once again put in foreclosure ( I received another letter from a local law firm, not LoanCare ). I again called and explained. I was told the foreclosure was put on hold, and this time I was sent the paperwork and documents requested via email on XX/XX/XXXX. I submitted all documents that day, I was told to wait 3-5 days after submitting. Since then I have been on the phone every few days, trying to get an update, asking if they need any additional documents to proceed. As of yesterday, XX/XX/XXXX, my request was for a hold on the foreclosure was denied, and my paperwork and documents deemed 'not submitted in enough time to process before foreclosure '. I have requested yet another hold, as the Foreclosure sale rapidly approaches and my family is terrified of being forced out of our home. There has been little to no communication from LoanCare via phone, email, or mail. My wife and I are employed full time and can afford a monthly mortgage payment. We have a XXXX daughter and we are caretaker for my mother-in-law, who is in the final stages of XXXX. We can not lose our home, and have tried for MONTHS to make right by LoanCare, and feel we are being stalled out, or we are a vicim of 'Duel Tracking '. I am just desperately reaching out to anyone who might be able to help and be on our side as we do anything to avoid the sale of our house. Please let me know if anything can be done, this has been a very difficult, frustrating, and heartbreaking experience. One of the most frustrating things is the lack of paperwork, emails, any sort of paper-trail from LoanCare that can prove my willingness to reach a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In May of XXXX we received notification from our County Property Tax administrator of a significant increase in our property taxes. I notified our loan care servicing company, XXXX XXXX XXXX LoanCare, of the increase and suggested an escrow analysis be performed. They agreed and stated we would be notified via email and USPS letter. We never received any communication from the company. In XXXX of XXXX, we received a letter from LoanCare, dated XXXX/XXXX/XXXX indicating our escrow account was underfunded by {$6000.00}. The next business day, XX/XX/2022, I called and spoke with a customer service representative. We agreed to pay the shortage amount of {$6000.00} via digital check. I was instructed to write " escrow payment '' on the check. The payment was made online and cleared the bank on XX/XX/2022. I followed up on XX/XX/2022, contacting LoanCare Svcs to follow-up on the recent {$6000.00} escrow payment. I wanted to ensure the payment was made to correct the deficient escrow account and not prepaying our monthly mortgage amount or against principal. The LoanCare Svc person indicated a mistake was made and the {$6000.00} had been applied against principal. I clarified for her our intent to pay the escrow shortage. She indicated the issue would be addressed and a follow up letter would be sent. We never received a letter, or any follow-up. We continued to make our monthly mortgage payment as agreed to. I monitored our account via an online portal. I called periodically asking the staff at LoanCare Svcs why our information was inaccurate. They always assured me the information would be updated the next day or so... A letter explaining the error and apologizing for the mistake was always in the mail. This went on for months, even to the point of LoanCare Svcs issuing us a few certified letters initiating the foreclosure process. Unfortunately, my wife had received one of the letters when I was out of town. She was somewhat unaware of LoanCare Svcs mistake. She was very upset and spent the next few days trying to contact LoanCare Svcs with no success. I returned home and contacted LoanCare Svcs immediately. Once again I was assured it was just a bureaucratic mistake and I would be receiving a letter apologizing and detailing the issue. This never occurred. What we did receive was another certified letter continuing the foreclosure process. To add insult to injury, we also received an alert via our XXXX XXXX account that our credit score had been downgraded because of comments made by LoanCare Svcs to one or more credit reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55902
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We found out in early XXXX that the company that we have our mortgage with, LoanCare, did not pay our homeowners insurance premium out of escrow for the 2022 year. We immediately contacted the insurance company on or about XX/XX/XXXX, XXXX XXXX, about whether or not they had received any escrow payments for the insurance. They notified us that they had reached out to LoanCare on multiple occasions over XXXX about the lack of payment and they said they never received payment or correspondence from LoanCare. We then asked XXXX XXXX for a new quote for insurance for XXXX and asked them to send that over for request of payment for the new homeowners insurance. LoanCare then paid XXXX XXXX XXXX for this new quote. We then received a letter on XX/XX/XXXX from LoanCare stating that there was a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX and that they were planning on charging us an additional {$3600.00} for this time period. The lapse of coverage was due to their negligence and the amount is about {$1000.00} more than what we had arranged with XXXX insurance for that time period that they neglected to pay them from escrow ( as requested by XXXX XXXX multiple times with no correspondence back from them ). We contacted them to discuss this issue, the lady that answered was extremely argumentative initially and then stated that " oh wait I see that you submitted documents covering the dates needed, call back next week and it should be resolved ''. Today, we received an email from the company after business hours that they had dispersed {$3600.00} from our escrow account and does not show to whom it was dispersed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A