Date Received: 2023-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan is being serviced by XXXX XXXX and Loan Care. I have been trying to fix things with this company since Covid and other circumstances made it difficult to pay my mortgage payment to them. Now I am facing a foreclosure sale date in the next month. My family has owned this house for over 50 years, and I grew up here and put the home in my name in XXXX. I have a good XXXX XXXX loan and never had any problems making the payment in the past. During the pandemic XXXX XXXX worked with me and told me there was a forbearance program so they were OK if I could not make the payments. But since Covid ended I have been trying to get them to review the paperwork I send to them but they continually say they are missing things or I did not sign and date in the right place or that the documents I sent in three weeks ago have expired. I feel like they are making it very hard to be reviewed for help and I just found out in court that they want to sell my house. I received a letter from Loan Care in XX/XX/XXXX stating that I qualified for the XXXX XXXX flex modification and that details would be coming soon. In XX/XX/XXXX I received a letter stating that I was approved for the XXXX XXXX flex modification and that I would soon receive the payment information and new terms along with paperwork to sign. However, this information was never sent to me. A couple of weeks later I received a letter that contradicted the approval. It said that I was denied for assistance options because my package was incomplete. This made no sense and I believe that Loan Care intentionally denied me access to programs that I qualified for. I have included copies of these confusing letters. I am frustrated because I am back on my feet financially and want to fix this and pay them but they have not reviewed the most recent financial information. I began having problems several years ago when I got divorced. There was a very nasty custody battle and I spent lots of money on legal fees because I wanted to be sure that my son was taken care of. Due to these extra expenses and time missed from work I applied for a loan modification in XXXX which lowered my payment and interest rate. I paid as agreed on this modification for several months. I had started a construction business and we were struggling to get the business off the ground. I was still working for the fire department at that time and on one of our calls there was an explosion of fireworks that killed one of my co-workers and resulted in major trauma and hearing loss for me. I had to go through XXXX therapy and this put a stranglehold on the business and also lost hours while I went through the process of recovery and insurance. Just as I was getting my business back on track Covid hit New Mexico and most of the construction jobs that I had lined up got cancelled. At this time Loan Care took over the servicing of the loan and I spoke with them frequently regarding my financial struggles from the pandemic and they told me it was OK and I could skip the payments for now. In late XXXX I applied for help and as I explained they told me in writing I was approved, but never sent the paperwork. I continued to attempt to get a review completed of my current finances but kept running into obstacles with Loan Care. I was always told that documents were missing or the information was not complete so instead of helping me find a path to save my home and resume payments I now face foreclosure auction. I own a construction business that was devastated during Covid but is now doing well again and I have a firefighters pension also, and my wife XXXX also works full time. We feel that we deserve a chance to be reviewed for all Fannie Mae programs or other programs put in place for business owners who got crushed by Covid to get back on track with their mortgage instead of losing my family home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88203
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: My mortgage company ( Loancare ) reopened ( updated ) my bankruptcy account on my credit report on XX/XX/XXXX. I submitted a credit dispute on XX/XX/XXXX with XXXX. Due to this error my credit score has dropped almost XXXX points. My bankruptcy was discharged with no reaffirm on XX/XX/XXXX. My credt report is now showing an open account with a balance of {$63000.00}. It is also reflecting that any payments will be now be posting on this account! I reached out to Loancare twice and I received a notice stating they are " investigating ''. I NEED this matter resolved as quickly as possible. This bankruptcy had fallen off my credit ( 10 years ) and NOW it has been opened back up!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is through Loancare LLC, I have never been able to stay a float as a home owner due to many different reasons, XXXX switching jobs, getting hurt at work, XXXX. Currently I am behind, I switched jobs twice and was off work and didn't have income for a month. So as of now I need to make payments and they deny me being able to make one. They want multiple payments up front. So your constantly fighting them, and getting behind on other things. They won't accept partials to go towards a payment. How is this ok?? Why is this ok?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXXXXXX, I sold my home at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. The purposes of this complaint are to : ( 1 ) request that LoanCare send my Form 1099 and/or other correct tax documents to me at my home address by XX/XX/XXXX so that I can file my Federal and state taxes for Tax Year XXXX as soon as possible and ( 2 ) to inform LoanCare of my change of address. My new home address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My old home address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My apartment number changed from XXXX XXXX to XXXX XXXX. Thanks for responding to my previous CFPB complaints. Upon receipt of my tax documents, this will be my final CFPB complaint. I filed this complaint because LoanCare 's customer service department does not respond to my requests for information in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is literally the only way to contact Loancare , LLC, unless you want to spend over an hour on the phone and not have your issue resolved. The company needs to provide a help email or a contact person. Per my prior complaints, I have returned the {$5300.00} to Loancare, which they mistakenly sent to me. However, my next payment is still {$100.00} higher than my payment prior to my loan being transferred to Loancare. I would like them to conduct another escrow analysis and finally get this corrected. Additionally, a contact name or email would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a request to my mortgage servicing company, LoanCare, for the termination of my Property Mortgage Insurance ( PMI ). The request was submitted because my property value has significantly increased thereby enabling the " Loan to Current Value '' ratio of my mortgage to be less than 80 %. which is the qualification that Loan Care says must be met for the termination of my PMI. After I submitted my request, LoanCare sent me a letter indicating that I needed to get an property assessment ( see attachment ). They offered me XXXX options to get the assessment done, BPO ( Broker Price Opinion ) for {$150.00} or a Standard Appraisal for {$320.00}. I chose the BPO option and made the non refundable payment to LoanCare. Please note that the BPO determines the " CURRENT VALUE '' of my property which is the determining factor that LoanCare stated it would use to determine PMI termination eligibility ( see attachment ). I received a call from the BPO representative, set an appointment and the representative came to my property and did a thorough assessment. On XXXX I received a letter from LoanCare indicating that the BPO assessment had been done but I was determined to be INELIGIBLE for the termination of my PMI. I telephoned LoanCare regarding their decision and I was informed that the BPO assessment was not utilized in their evaluation but rather a Property Value at Origination ( PVAO ) of the loan amount was utilized ( see attached document ). Please note that the PVAO amount ( {$400000.00} ) is considerably less than the BPO assessment amount ( {$450000.00} ). LoanCare told me that if I wanted to proceed with terminating the PMI I would have to pay down the mortgage loan balance in the amount of {$16000.00} OR I could request and pay for the standard appraisal ( {$320.00} ). I questioned this determination. I asked the LoanCare representative the following : XXXX. Why wasnt the BPO assessment that LoanCare offered me to get ( and I paid for ), why wasnt it utilized in the evaluation. The BPO assessment amount came to {$440000.00}. The " Property Value at Origination '' amount is {$400000.00}. The LoanCare representative said that she didn't know why. If LoanCare would have utilized the BPO, I would have definitely have been determined to be eligible for PMI termination. Also, I informed the representative that LoanCare DID NOT indicate in their initial letter sent to me dated XX/XX/XXXX, that the BPO would NOT be considered in the evaluation process. If I knew that it would not be considered, I would not have paid for and elected to utilize that option for the appraisal. XXXX. Why wasnt I initially informed that the " Property Value at Origination '' amount of {$400000.00} would be used to determine my eligibility for PMI termination rather than the BPO. The PVAO was not mentioned in the XX/XX/XXXX letter that LoanCare sent me. The LoanCare representative said she did not know. The LoanCare representative again stated that if I wanted to get a full appraisal, I would have to pay {$370.00}. I asked the representative the following : XXXX. If LoanCare did not used the BOP in the evaluation why would the company use the full appraisal amount in the evaluation instead of the Loan at Original Value amount? She could not answer that question either and stated that my request would be further reviewed. Finally, LoanCare stated that my Property Value at Origination is {$400000.00}. However, on my dashboard on LoanCare 's website it indicates that my Original Loan Amount is {$350000.00}. Obviously, LoanCare 's evaluation and determination of my request for cancellation of my PMI insurance was totally incorrect if not fraudulent. I am asking that my application for termination of my PMI be granted and that I be reimbursed for any overpayment that I am due. Thank you for your time in reviewing this correspondence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: My credit information has changed for my credit score to drop from XXXX to XXXX. I called my mortgage company NewRez whom have been constantly harassing me about refinance my mortgage, when I made it clear Im not interested right now. I just finished a modification with them last. I can think of any reason why reporting on my credit would cause my score to soar so low in matter of months. Please advise thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I submitted a request to my mortgage company, LoanCare, for the termination of my Property Mortgage Insurance ( PMI ). The request was submitted because my property value has significantly increased thereby enabling the " Loan to Current Value '' ratio of my mortgage to be 75 % or less, which is the qualification that Loan Care says must be met for the termination of my PMI. After I submitted my request, LoanCare sent me a letter indicating that I needed to get an property assessment ( see attachment ). They offered me 2 options to get the assessmentdone, BPO ( Broker Price Opinion ) for {$150.00} or a Standard Appraisal for {$320.00}. I chose the BPO option and made the non refundable payment to LoanCare. Please note that the BPO determines the " CURRENT VALUE '' of my property which is the determining factor that LoanCare stated it would use to determine PMI termination eligibility ( see attachment ). I received a call from the BPO representative, set an appointment and the representative came to my property and did a thorough assessment. On XXXX I received a letter from LoanCare indicating that the BPO assessment had been done but I was determined to be INELIGIBLE for the termination of my PMI. I telephoned LoanCare regarding their decision and I was informed that the BPO assessment was not utilized in their evaluation but rather a Property Value at Origination ( PVAO ) of the loan amount was utilized ( see attached document ). Please note that the PVAO amount ( {$400000.00} ) is considerably less than the BPO assessment amount ( {$450000.00} ) and if I wanted to proceed with terminating the PMI I would have to pay down the mortgage loan balance in the amount of {$16000.00} OR I could request and pay for the standard appraisal ( {$320.00} ). I questioned this determination. I asked the LoanCare representative the following : XXXX. Why wasnt the BPO assessment that LoanCare offered me to get ( and I paid for ), why wasnt it utilized in the evaluation. The BPO assessment amount came to {$440000.00}. The " Property Value at Origination '' amount is {$400000.00}. The LoanCare representative said that she didn't know why. If LoanCare would have utilized the BPO I would have definitely have been determined to be eligible for PMI termination. Also, I informed the representative that LoanCare did not indicate in their XX/XX/XXXX correspondence that the BPO would NOT be considered in the evaluation process. If I knew that it would not be considered I would not have paid for and elected to utilize that option for the evaluation. XXXX. Why wasnt I informed that the " Property Value at Origination '' amount of {$400000.00} would be used to determine my eligibility for PMI termination. the PVAO was not mentioned in the XX/XX/XXXX letter that LoanCare sent me. The LoanCare representative said she did not know. The LoanCare representative again stated that if I wanted to get a full appraisal ( and pay {$370.00} ) I could do that and resubmit the request. Otherwise I would have to pay {$16000.00} to have the mortgage balance amount reduced and be found eligible for PMI termination. I asked the representative the following : XXXX. I then asked the representative that If LoanCare did not used the BOP in the evaluation why would the you use the full appraisal amount in the evaluation instead of the Loan at Original Value amount? She could not answer that question and stated that my request would be further reviewed. LoanCare 's evaluation and determination of my request for cancellation of my PMI insurance was fraudulent and totally unfair. This is my second complaint regarding this company. Please see the attached documents in support of my current complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC is acting unlawfully as governmental agency trying to collect property taxes that I do not owe. Despite my objection NewRez LLC had their loan servicing agent XXXX XXXX gifted property taxes to County XXXX XXXX corporation and then opened an escrow account without my consent on XX/XX/XXXX to start applying my mortgage payments towards this escrow account to compensate themselves for the gift they gifted without my consent by which they breached their fiduciary duty and our contract. Researching further into the situation I have also found out that NewRez LLC took my Application/Promissory Note and loaned me nothing of substance of theirs for it which constitutes fraud and theft. I have officially requested forensic audit on my loan account, disclosure of documents and that NewRez LLC is the holder of my original Promissory Note as required by law with the following detailed actions, facts and documents served : XXXX. I am aware that every state of the Union is guaranteed republican form of government with Constitution being the XXXX XXXX of the Land pursuant to Article VI Section XXXX and Section XXXX that secures unalienable God given Rights to the People, in this case myself, such as the Right to own private property ; and XXXX. Based on extensive research I discovered that the organic XXXX California XXXX was replaced by XXXX California XXXX, a corporate charter, to mislead the People and to bring them under a fascist corporate XXXX that brought property taxation ; and XXXX. Then on XX/XX/XXXX this XXXX California XXXX was repealed which consequently repealed private property taxation ; and this repeal has been a matter of public record for over XXXX XXXX ( XXXX ) years ; XXXX. I discovered that property tax is based on the value of a property computed in the obligations of the United States ( Federal Reserve Notes ) ; and that no State or its subdivision shall tax the obligations of the United States pursuant to federal law ; and XXXX. I have perfected XXXX XXXX XXXX. XXXX and the specific portion that pertains to Claimants private property by bringing it forward in my name which is a matter of public record through Affidavit of Publication issued on XX/XX/XXXX by The XXXX XXXX XXXX, a newspaper adjudicated by the XXXX Court of the County XXXX XXXX XXXX State of California ; and which is now a matter of public record ; and XXXX. I informed County XXXX XXXX, XXXX XXXX # XXXX, XXXX # XXXX Tax Collector that my property is not subject to property taxation via form of Affidavit which County of XXXX defaulted on by which XXXX XXXX and admitted without an objection that Affiants property is private and does not fall under XXXX XXXX of XXXX, agent of XXXX XXXX XXXX California, jurisdiction and is not XXXX be misclassified as commercial ; and XXXX. XXXX of XXXX XXXX Assessor by their default agreed and admitted without an objection that my property is indeed private dwelling/land secured under Land Patent which is XXXX XXXX and XXXX unlike the fraudulently issued Trust Deed, which is inferior and only XXXX of title to trick and deceit the People ; and XXXX. County of XXXX XXXX XXXX and XXXX Collector failed to rebut my Affidavit and claim that my private dwelling/property is not private property/land and is subjected to property taxation under repealed XXXX California XXXX; and XXXX. Furthermore, I found out that there is no money of exchange to pay for anything, and I XXXX XXXX XXXX XXXX XXXX XXXX and Treasurer-Tax Collector Verified Good Faith Offer to Pay dated XX/XX/XXXX via Certified Mail Number XXXX which was received on XX/XX/XXXX ; and XXXX. I XXXX XXXX XXXX XXXX to specify the specie in which to pay or how shall the alleged property tax debt be XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX and XXXX Collector XXXX XXXX Verified Good Faith Offer To Pay which pursuant to Tender of Payment Law UCC XXXX rendered any XXXX alleged property tax debt XXXX ; and XXXX. I sent County of XXXX XXXX XXXX and Treasurer-Tax Collector Lawful Notice of Discharge on XX/XX/XXXX ; and XXXX. I started to receive harassing letters from NewRez LLC and their loan servicing XXXX XXXX agents/employees/assigns around late summer XXXX that if I do not pay alleged property taxes XXXX XXXX agents/employees/assigns will XXXX XXXX escrow account to pay for the alleged property taxes that I do not owe ; and XXXX. I contacted XXXX XXXX XXXX clearly stating that I do not consent to opening of an escrow account for the above stated reasons as I do not owe property taxes on her private property/land ; and XXXX. My Assistance of XXXX Friend, XXXX XXXX XXXX and XXXX, called XXXX XXXX institution on a recorded line on XX/XX/XXXX at XXXX and spoke with agent named XXXX to explain XXXX a great detail the situation ; and that County of XXXX XXXX and their XXXX are in litigation with me and trying to use XXXX XXXX and their XXXX as unauthorized government agent to extort me for funds I do not owe ; and XXXX. On XX/XX/XXXX at XXXX my Assistance of Counsel and I called XXXX XXXX XXXX again and spoke with agent named XXXX ID # XXXX ; and XXXX XXXX to understand for which she escalated the issue to agent named XXXX ID # XXXX ; and XXXX. Then on XX/XX/XXXX my Assistance of XXXX and I, called again XXXX XXXX institution to explain the situation yet to another agent on a recorded line ; and all these calls are recorded and made part of a record ; and XXXX. Despite the above mentioned recorded communication and disclosure XXXX XXXX agents/employees/assigns unlawfully opened an escrow account without my consent on XX/XX/XXXX ; and LoanCare and their agents/employees/assigns started to apply my mortgage payments towards this unlawful escrow account to XXXX XXXX of XXXX XXXX alleged property taxes that I do not owe ; and by doing so XXXX XXXX and their agents/employees/assigns breached the contract XXXX XXXX and XXXX XXXX causing injury ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, 'Lawful Notification ' via United States XXXX XXXX XXXX Proof XXXX XXXX XXXX XX/XX/XXXX demanding proof that my private property/land is subject to unlawful taxation XXXX XXXX of XXXX XXXX XXXX and XXXX deposition and forensic audit of my loan account ; and XXXX XXXX failed/refused XXXX XXXX this forensic audit as required by law ; and XXXX. On XX/XX/XXXX I served XXXX XXXX XXXX, XXXX XXXX, Writ of Nature of Discovery and Disclosure and Memorandum of Law demanding proof that XXXX XXXX loaned me anything of substance of theirs via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, with Notice of Liability/Opportunity To Correct and Contest Acceptance dated XX/XX/XXXX ; and XXXX. I served NewRez LLC XXXX, XXXX XXXX XXXX, Notice of Liability/Opportunity to Correct and Contest Acceptance, XXXX XXXX XXXX XXXX XXXX XXXX and Disclosure and Memorandum of Law dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received and dully signed XXXX XXXX XXXX on XX/XX/XXXX ; and XXXX. I served NewRez LLC XXXX, XXXX XXXX XXXX, Notice of Adequate Assurance of Due Performance and Notice of Fault/Opportunity to Cure and Contest Acceptance dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received on XX/XX/XXXX at XXXX ; and XXXX served NewRez LLC XXXX, XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXXXXXX dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, Notice of Fault/Opportunity to XXXX and XXXX XXXX dated XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX including my Fee Schedule which XXXX XXXX received on XX/XX/XXXX at XXXX and which now serves as self-executing contract ; and XXXX. I served XXXX XXXX XXXX, XXXX XXXX, Notice XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX which was received on XX/XX/XXXX at XXXX ; and which serves as agreement and stipulation without objection in any court in XXXX that XXXX XXXX did not loan anything of substance of theirs to me and by doing so causing me injury to be paid in damages ; and XXXX. My Assistance of Counsel, XXXX XXXX XXXX, returned Assessors Parcel Number ( APN ) # XXXX back to County of XXXX XXXX XXXX XXXX XX/XX/XXXX through Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX ; and with that this XXXX is no longer and in no any other way associated with my private property/land ; and XXXX. I continue to make the agreed mortgage payments in amount of {$1300.00} through verified XXXX online account and XXXX XXXX is not applying my payments to the principal and stating that I am in default instead by which XXXX XXXX XXXX XXXX contract
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The COMPANY is LoanCare ( XXXX, XXXX ). I have contacted the company both via email and phone call about my outstanding property taxes to be paid out of escrow. Company has said " it will be taken care of ''. Company has not taken care of it, and now I have an INTENT TO ISSUE FIFA LIEN from XXXX XXXX ( GA ). It needs to be paid out IMMEDIATELY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A