Date Received: 2024-01-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have my mortgage through loancare LLC. I was on a payment assistance through the department of economic opportunity where they were helping with my mortgage payments until XX/XX/XXXX. They advised me they sent the payment to loancare at the end of XXXX for the last payment, but loancare would not apply the payment until after I had to call multiple times in XXXX where I was advised it would be applied, but it wasnt finally applied until XX/XX/XXXX! The department of economic opportunity sent them the payment at the end of XXXX!! This has caused an issue for me due to the fact loan care did my escrow analysis before that payment was applied so it shows I have an escrow shortage of about XXXX. I have tried calling over 10 times today to try and reach someone for them to re run my escrow analysis so I am not showing short. I cant even reach a live person! The phone keeps disconnecting even though my statement shows they are open today until XXXX est. I have never been through such a high amount of stress from a company before. Its been a nightmare dealing with them ever since we got our loan in XXXX. On top of that, their systems were hacked and they were under a cyber attack and I received no notification of this until weeks after it happened with a letter through the mail! This has caused fraudulent activity because my information was taken, with even a credit card opened with my information and multiple spam calls. My credit has been impacted by this, we were denied multiple loans which caused hardship, and the stress and anxiety because of this has been horrific. its been awful. If loancare does not resolve this I will be going to the media and filing a lawsuit. I was denied loans to help with necessary home improvement due to this and them posting the payments late that the department of economic opportunity was sending for our account. I even tried to look into getting an equity loan and was rejected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2024-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/XXXX I received a letter from LoanCare stating that they do not have proof of hazard insurance, in which I ignored the letter because I knew that I had closed escrow on XX/XX/XXXX with XXXX XXXX XXXX XXXX with proof of insurance. On XX/XX/XXXX I received another letter second and final notice, at that point I contacted them and sent them the proof of insurance from XXXX. On XX/XX/XXXX I received a letter from LoanCare stating that the insurance will not suffice and that I had 30 days from the date of that letter or LoanCare will obtain their own coverage. On XX/XX/XXXX I obtained insurance with XXXX effective XX/XX/XXXX and had them sent the clause to LoanCare. On XX/XX/XXXX I received a letter from LoanCare stating that they charged me {$560.00} against my escrow account because they placed their insurance from XXXX. I called LoanCare several times to dispute the {$560.00} charge against my escrow account, following dates. XX/XX/XXXX no name rep... XX/XX/XXXX spoke with XXXX employee # XXXX, said someone was going to call me back... XX/XX/XXXX spoke with XXXX, was advised the same thing... XX/XX/XXXX spoke with XXXX, told me the same thing... XX/XX/XXXX spoke with XXXX, was told the same thing... XX/XX/XXXX Spoke with XXXX employee # XXXX he escalated to XXXX employee # XXXX he escalated to get a case XXXX assigned... XX/XX/XXXX XXXX employee # XXXX, told me escalation was received and waiting on insurance department... XX/XX/XXXX XXXX called with decision, they dont agree to refund and will keep {$560.00} charge .... Fax # XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Virginia XXXX, VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90723
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Back during COVID, I was on a Forbearance. After the Forbearance, I should have been granted a COVID ALM, lowering my payment by at least 25 %. They have been fixing it with loan modifications and those have been, and are, greater than what my payment was! Never was I offered the ALM, which I should have been.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XXXX I requested the removal of escrows but I was paid ahead to XXXX and was told I had to request this in the month due. Loancare had phone issues. In XXXX, I waited to make my payment and called and requested on line. Loan due date is the first and I believe I requested on the XXXX. They said I could not because I was past due. On I not only submitted a payment online but also paid the escrow deficiency. I've since made the request 3 times and have not had ANY success. They have a link at https : //myloancareXXXX to make this request. Now they have disbursed my insurance. I asked that they not respond since I will, again, pay the deficiency to facilitate the removal. This request was made today at XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76112
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have been trying to dispute an account that does not belong to me for the past year with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Loancare refuses to update my credit history and continues to report me as XXXX days late on a loan since paid-off. The issue is, according to Loancare, I should not have received a Payment Deferral Agreement Offer. Instead they say underwriters or some other internal investigative team discovered my loan was restricted by my investor and should have never been granted the forbearance in question. Therefore, Loancare corrected their error, which immediately put me in arrears and multiple month 's late. The multiple payments I sent based on my executed Payment Deferral Agreement Offer were then put into suspense and/or applied to previous balance, resulting in additional months of missed payments according to them. Loancare also consistently showed differing, erroneous account status and amounts due both on their website and during calls with multiple agents and management spanning many months. Below is an initial overview of the issue and my first of many attempts to resolve the issue. However, there is plenty more including detailed notes from multiple calls with Loancare representatives over several months. XXXX. On XX/XX/2022 XXXX XXXX received a Forbearance Plan Offer ( attachment A ) issued due to XXXX XXXX indication that his ability to make payments on his loan was negatively impacted by the XXXX pandemic. In the letter, Loancare confirmed monthly payments were paused effective XX/XX/2022 with an expiration date of XX/XX/2022. The communication further noted that while payments were not forgiven, XXXX XXXX could engage with Loancare at the end of the forbearance term for a payment solution, should he continue to need assistance after XX/XX/2022. Solutions included, but were not limited to, repayment plan, payment deferral, among others. XXXX. On XX/XX/2022 XXXX XXXX received a Payment Deferral Agreement Offer ( Attachment B ) from Loancare indicating he was approved for a payment deferral which would : a. Adjust the due date of the following scheduled monthly payments, making the mortgage current ; b. Defer the scheduled repayment of the total XXXX past-due amounts to the maturity date of the mortgage or upon sale or transfer of the property, refinance or payoff ; c. Waive any late charges. According to the offer instructions, XXXX XXXX returned the signed offer to the indicated address within the acceptance period and waited for further communication from the Loancare team indicating the following scheduled monthly payments, as indicated in the notice. XXXX. On XX/XX/2022, XXXX XXXX received a Notice of Default for failure to pay amounts due ( Attachment C ). The monthly payments included in the notice ranged from XX/XX/2022, to XX/XX/2022. XXXX XXXX was required to make full payment on the amount of {$9700.00} by XX/XX/2022, to cure the default. Given XXXX XXXX entered a Forbearance Plan from XXXX to XX/XX/2022 and then accepted Loancares Payment Deferral Agreement Offer, my clients dispute the Notice XXXX XXXX from XX/XX/2022. They further request Loancare immediately halt any foreclosure procedures against them and issues them with the new scheduled monthly payments, as indicated by the XX/XX/2022 notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Received a forebearance from loancare due to a natural disaster. The term was 3 months ending in XXXX. In XXXX I tried to contact loancare and was unsuccessful, I finally reached them in XXXX and was told that there systems were down due to a glitch.I spoke with a representative and asked to review options to reinstate, I chose deferring payments to the end. I supplied the requested documents in a timely fashion and asked for a timeframe I was informed it could take 15-30 days. I was assured again that my credit would not be affected. I received a letter stating On XX/XX/XXXX that I was in default.I called and again was informed that when my forebearance ends as long as Im in the resolution stage I would be ok. I called today XXXX est to ask for a progress report and again was told my credit would not be affected when I informed the representative that her information was incorrect I was put on hold and when she returned her words were I just learned something new I at that point asked to escalate. I spoke with XXXX team leader I told her my predicament and that I had done nothing wrong and supplied all documents. I asked why my credit was affected and told her all her representatives had told me it wouldnt. Her words were you received correspondence and anything anyone tells you is incorrect follow the correspondence not the employee. My position is and always was resolution and a clean credit report. Her answer was write a letter disputing the negative report. I feel Im being treated unfairly disrespectful I also feel Im carrying the burden of misinformed employees and systems failures. My credit is now affected causing major issues and I have no resolution in sight. I feel Im being discriminated against due to my race Im preparing to escalate further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96793
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: About XX/XX/2024 I got alerts from identity guard about 30 day past due notice on mortgage that I am the co borrower in which I was never contacted on by the loan servicing company Loan care nor was I notified of data breach. Since I have been made aware all payments have been posted. Loan care did not follow the proper guidelines as established in there delinquency policy, had proper guidelines of notification been done this situation would have not accelerated in regards to payment. Data breach better security systems should be in place and consumer information would not be compromised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90262
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Loan care stated they received mortgage payment XXXX we stated the money was never taken and they in fact noted on the account was paid only to find out they never took the payment til XX/XX/XXXX even though on the system it was paid and noted on the account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Credit monitoring or identity theft protection services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: My information was sold and bought illegally because I was a victim of LoanCare , LLC data breach. I never gave permission for my data to be shared, I have struggling for years due to another data breach from XXXX in XXXX that is still affecting me today and now I receive this letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10598
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A