Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I payed LLC loan care on XX/XX/2022 and XX/XX/2022 and the money was deducted from my account but LLC loan care didnt cash the money. I got the money back into my account and sent it back to them but my credit is now ruined and they have charged me absurd late charges. I dont feel like this is right because I upheld my obligation but these banks keep dropping payments. The also happened last year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 633XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We accidentally made XXXX payments in XXXX month in XX/XX/XXXX. The loan service company, LoanCare, applied the XXXX payment to the principal. We asked for that payment back. it has taken 5 months and ridiculous hoops for us to jump through. We have been in contact with them about twice a week for the last month. All our home mortgage payments have been on time during this. They finally wired the money back to us on XX/XX/XXXX. But they wired it to us twice!! We did not even notice receipt of XXXX or both until a few days ago and we called them to figure it out and how to repay them. In fact, it all felt like a scam! In the meantime, we received XXXX certified letters from them over the last 2 days. They were both dated XX/XX/XXXX. The first one said we were in Default and it threatened Foreclosure at least 6 times. It also said we had not been in contact with them despite many attempts to reach us. We called them immediately, ie., yesterday XX/XX/XXXX. Apparently what happened was that, in order to pay us back, and to repay themselves the double payment they had erroneously paid us, they reversed XXXX past mortgage payments. Then they reapplied them. According to them, this negated our XXXX XXXX, XXXX payment, now making us 5 days late ( after our XXXX XXXX grace period ) for our XXXX house payment that we had made on XXXX. This all made little sense to us, but we asked what we needed to do. We made another XXXX House Payment yesterday, over the phone, which was noted as posted immediately. By the way, that letter we received was described as a canned letter. We were told that no late notice would be sent to a credit bureau. The second letter arrived today. Again, it was dated on the same day as the first " canned '' letter, and was also a certified letter. But this time, it was a Notice of Default and Intent to Foreclose!! It was also full of lots of wrong information, including that a repayment was due back in XX/XX/XXXX and that it was due by XX/XX/XXXX. We have been dealing with these idiots for 7 months now! It makes us feel like all they want is our house, which has increased in value by XXXX XXXX dollars in 4 years. We are both elderly, at XXXX and XXXX years of age. We are feeling that this is all elder abuse, never mind pure stupidity and worse professional or administrative ability. But seriously, my husband has had a XXXX and XXXX XXXX and does not need this stress. Neither do I, as I have XXXX XXXX Please Help us. The company is Loan Care, a service company for XXXX. thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a several Phone calls to Loancare on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX concerning missing HAF payment for the month of XXXX. I informed each representative whom I was speaking with that HAF reportedly sent the XXXX payment on XX/XX/XXXX, however the payment was not applied until XX/XX/XXXX. On XX/XX/XXXX I called Loancare and spoke to a representative who told me my XXXX payment has not been received. I explained to the representative that XXXX stated the payment was sent out the beginning of the month for XXXX. Loancare is not applying HAF payments made on my behalf. This has been going on since XXXX. I am told by Loancare representatives to call XXXX and when I call XXXX XXXX told payment is sent out the beginning of every month. XXXX not sure what to do with the inconsistencies with Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: On XX/XX/XXXX, my job position was eliminated. I contacted LoanCare and informed them of my unexpected situation. I was given the option to apply for the Loan Forbearance program. On XX/XX/XXXX I received a notification from one of the credit bureaus informing me that my XXXX XXXX has dropped by XXXX points. When I logged into the credit bureau 's website it stated that they've received information from Loancare LLC, " mortgage balance increased by {$6700.00} from {$250000.00} to {$260000.00}. '' I immediately call Loancare customer service and after much research and speaking to a manager I was informed that the increase was due to shortage in my escrow account. The representative informed me that he was not able to see a change in my principal balance and was not sure why the credit bureau would report that. When asked why was I not connected or informed of the shortage and given the option to bring my escrow account up to current? I was informed that if I have not maybe a letter is in the mail system. The manager then instructed me to take a screenshot of the credit bureau 's report and email Loancare LLC customer service. On XX/XX/XXXX I received a letter stating that they didn't find any errors. Again in XX/XX/XXXX, a different credit bureau reported the same thing. I contacted Loancare LLC with a screenshot from now 2 out of 3 bureaus showing this information. On XX/XX/XXXX I received another letter stating that there were no errors found. I was advise to make a payment towards my escrow account until the end of my forbearance period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77357
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi I have several months and several times asking to this bank to remove the private Morgage Insurance because my property has more than 20 % in equity and I sent the recently appraisal of my property to the bank ( about 1 month ago in my online bank account ) I sent several request to get removed the Private morgage insurance that I am paying monthly because I have a conventional credit but bank is not giving me answers, same way in coronavirus time I asked reduce my interest and they skip my request and just the put my debt for coronavirus in my Morgage and never gave me the promotional interest what government was offering although I asked it in that moment, so they never gave me the promotional interest rate and now they are not also giving me any answers!! I am tired of asking answers and they skip it because is not themselves interest, thats unfair!!! I want my interest rate what I asked in that time of 3 % and I want now to remove the PMI!! I need a specific answer to remove the private Morgage insurance because my property is value now in more than $ XXXX and I just had a debt with bank of $ XXXX, a have BIG EQUITIY I dont need to pay anymore the PMI, see attached the appraisal that I sent to the bank about 1 month ago in my loan care account online showing a value of {$400.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a HUD Certified Housing Counselor and submitted complete documentation for the Homeowner I am assisting, XXXX XXXX XXXX to be reviewed by his Servicer, LoanCare. On XX/XX/XXXX I received a letter from LoanCare as part of XXXX XXXX Foreclosure Avoidance program verifying that the document package was complete for review. LoanCare has exceeded the CFPB guidelines for Loss Mitigation review of 30 days to make a decision. As of XX/XX/XXXX, the Homeowner received a Letter stating that LoanCare was " Pending Investor Approval '' LoanCare has continued to call the Homeowner during this time with the collector stating that there are no documents submitted for Loss Mitigation review, or to the Homeowner Assistance Fund program in Oregon where the Homeowner is in the Underwriting Stage, and shows that the state of Oregon has reached out to LoanCare requesting documents. This ALSO is a violation of CFPB Guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 975XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On the XXXX of XX/XX/2022 I closed on a XXXX XXXX with XXXX XXXX XXXX XXXX. The address of the property is XXXX XXXX XXXX, XXXX VA XXXX Prior to closing I expressed concerns I had about the structural integrity of the home with both the Lender ( XXXX XXXX XXXX XXXX ) and my real estate agent ( XXXX XXXX of XXXX XXXX ). Both parties assured me repeatedly that the VA had very strict standards about minimum property requirements and would not allow any home with safety or sanitary issues to be approved for a VA homeloan. After being presented with inspection documents saying nothing was found I closed on the home. Immediately following closing and moving in with my family I found that the home was full of mold ( including black mold ), termite damage and water damage. The conservative estimate to make the home safe ( inhabitable ) is {$200000.00}. Based on the property value and the age of the home it is not reasonably savable. After finding PROOF that the sellers, both parties real estate agents ( theirs and mine ), the lender and possibly the VA appraiser were all aware of the termite damage - at least. A termite inspection was done and all the damage was found and reported prior to closing which would have prevented the sale going through. A false documented was used at closing and presented to me, signed by the sellers and approved by the lender with no corresponding invoice, at closing saying nothing was found. As a result I have had to spend thousands of dollars to document all of this, move my family out of the house to safety, hire attorneys etc. my attorneys have filed a consumer fraud lawsuit and the above named parties are being served. I requested a forbearance from the lender in XXXX XXXX XXXX. I also reported all this information directly to the VA Office that overseas the homeloan program. No help has been granted. XXXX XXXX XXXX is very aggressively seeking foreclosure and public auction on the property where I still reside. They have destroyed my credit in the process. My family has separated over the hardship and I am on the verge of becoming a homeless veteran because if they foreclose and evict I have nowhere to go with my animals. I have requested assistance from the Congressmans Office and they referred me to you. The VA keeps telling me they cant help they just write the check for the home. This is not just consumer fraud this is Federal Fraud committed by the lender and all other parties. The documents used at closing included a receipt from the company that conducted and documented the termite damage but no corresponding report. The report used was by a company that did not conduct a termite inspection or bill for a a termite inspection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold and is now managed by LoanCareXXXX . I paid every month and early. Their system misapplied the funds. They have proof of all payments and can easily see that the payments were early. However, while it was under investigation, they submitted to all the credit agencies that I was late on my payments. They did not notify me of this submission until after, no warning whatsoever. They have the money, yet continue to report to the credit agencies that I am late on my payments. I have tried to work with them multiple times, and continue to be told that it is fine. However, my credit keeps going down because of their mistake. They refuse to solve the problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93036
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company LoanCare Escrow analysis came in and my county tax was raised approximately 700 %. I called mortgage company and they had no answers that was the numbers provided. I call my county and they said mortgage is absolutely insane it would never increase and gave me the new rates and number for 2023. Mortgage company wont go by the county government website they need a bill which hasnt been issued yet. Ive missed 2 payments so far XXXXXXXX XXXX XXXXXXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19014
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Property Address : XXXX XXXX XXXX XXXX XXXX IN XXXX Loan Number : XXXX XXXX mortgage subserviced by LoanCare Account shows 6 months of unpaid mortgage ( XXXX XXXX ) LoanCare confirmed that autopayment was successfully set up on the site with correct banking information. o Per Loancare, because of a timing issue, the autopayment never took, however : The site allowed me to set up automatic payments The site never stated or warned that although autopayments were successfully set up, they would not go through. I found out my mortgage was sent to foreclosure only when I contacted LoanCare on Monday, XX/XX/XXXX. The situation above was discussed and I was told I would hear back no later than Thursday, XX/XX/XXXX. I did not hear back. I have no problem paying the full amount owed immediately. My primary concern is that because of a website error, my XXXX credit has now been destroyed. I would need the credit delinquencies and/or any other issues removed and restored and if not, will unfortunately be required to hire an attorney and escalate legally both a ) resolving the mortgage payments and credit impacts and b ) how a confirmed website glitch caused financial and emotional hardships.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46143
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A