Date Received: 2023-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This account is XXXX, Subserved by LoanCare.This file is in the Foreclosure Avoidance program. Which is required by the state of Oregon. Between XX/XX/XXXX and XX/XX/XXXX I the Homeowner provided my Housing Counselor with the documentation for Loss Mitigation review. The last document, a requested Letter of Explanation explaining why the Homeowner used a XXXX XXXX with an explanation of the eldest childs income and the XXXX bank statement was uploaded XX/XX/XXXX and the file submitted to the Beneficiary Counsel for the Beneficiary to review. Since my Housing Counselor believed it was a complete file, he contacted the Beneficiary attorney on XX/XX/XXXX and again on XX/XX/XXXX to inquire about the Loss Mitigation decision. XX/XX/XXXX was the 2nd Resolution Conference, and my Housing Counselor was only then informed by Counsel that LoanCare was confused by the request for Mortgage Assistance, deemed the file incomplete, and had communicated that to Counsel within the last couple of days. This lack of communications from the Beneficiary to Counsel so that I ( the Homeowner ) could resolve the issue in a timely manner is unacceptable because LoanCare never communicated that they considered the file incomplete until the Resolution Conference XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97420
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XXXXXXXX XXXX XXXX I entered into a Covid forbearance. I was told in both writing and verbally that there would be no negative reporting to my credit report. I complied with all of the Covid forbearance guidelines. My credit currently shows me being late on my mortgage the whole 8 months I was the Covid Forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93311
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to LoanCare in XXXX of XXXX. We immediately received a disbursement from our escrow account from an overage they incorrectly calculated. Our property taxes are due semi-annually and the first analysis they performed they assumed the property taxes were only due annually. In the past 2 months we have had to request 4 more analysis and/or escalations as we have property taxes due XX/XX/XXXX. As of today, XX/XX/XXXX our escrow account is still wrong, we are being sent a second overage check of our escrow account, and our property tax disbursement is still not scheduled until XX/XX/XXXX. Our escrow account is now so underfunded that it is only half of the balance for our property taxes due in less than 2 weeks. On my most recent call they noted that the taxes are handled by the 3rd party vendor and they were not able to do anything for me without a few day wait for the vendor to look at our taxes again. They promised that they would be liable for any fees assessed by XXXX XXXX, but I am not able to get that in writing.
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: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During XXXX I was forced to apply for the forbearance program that was offered due to my work situation. I later did a modification and entered into trial payments XXXX, XXXX and XXXX of XXXX which we completed and the modification was to be completed by signing off on those documents. We took everything to a notary as requested and mailed everything to Loan Care in a timely manner. We continued to make mortgage payments in XXXX and XXXX. We realized that we had not paid XXXX in error which was not considered late legally until the XXXX several weeks later, I believe XX/XX/XXXX, however, we were denied to make a payment online and ended up calling Loan Care to do it over the phone. We were told we could no longer make payments since the documents weren't notarized properly. This was the first time I heard of this issue. I asked what was wrong with the notarization but the representatives told me there were no notes attached. I then asked for a set of new documents to sign and was promised they would be sent to me. This is were the problems started. We never received the new documents. Every couple of weeks I would call and get a different representative. I was always asked why I'm behind with payments and I had to explain every time that I'm not allowed to make payments due to Loan Care not sending me new documents. I started recording the phone calls every time I would request new documents. Someone was always telling me my case would be escalated and new documents would be sent but nobody ever sent anything. After 5 months of this going back and forth Loan Care recorded a notice of default on my home because they tell me I never signed any documents. Because of this I'm getting harassed from people calling/texting me all hours of the day claiming to be brokers and giving me cash offers or mortgage companies trying to take advantage. I'm also in the process of selling my home and it's listed as being in " pre foreclosure '' which is making it hard for me as people don't want to pay the value of the home since they think I need to sell it fast. The issue was never that we couldn't pay. Loan Care wouldn't let us and I believe the situation happened because of their incompetence and negligence. I also believe what they are doing is against the Fair Debt Collection Practices Act. We are aware they have a lot of complaints against them by reading the reviews. RECORDED PHONE CALLS TO LOAN CARE XX/XX/2022 ( XXXX minutes ) Loan Care claims documents were not notarized correctly We had somehow missed a payment after trial payments were finalized but caught the mistake and asked to make a double payment Loan Care never actually told us documents werent correctly notarized. We found this out when we tried to make a payment online and the system wouldnt allow us to pay ( XXXX XXXX ) Loan Care rep says new documents will be sent to complete the modification ( XXXX ) Loan Care admits its because of them not sending documents in time we are now behind with payments and unable to finalize modification XX/XX/2022 ( XXXX XXXX ) Because documents were never sent XXXX now asking them to be sent with a tracking number to make sure I receive them Requesting to know the problem with the notarized documents ( XXXX ) Loan Care representative tells us the case will be escalated and new documents will be sent. Someone is supposed to call us back but never happened. XX/XX/2022 ( XXXX XXXX ) XXXX told account is in active foreclosure status but foreclosure has not been scheduled. ( XXXX XXXX ) XXXX telling Loan Care weve been trying to make payments but but are denied to do so. ( XXXX XXXX ) Asking for documents to be resent. ( XXXX XXXX ) Asking representative why they are sending threats to foreclose while Im still in the process of doing a modification and asking to pay. Im told they have to by law. Reminding them that weve asked several times for someone to call us back regarding the modification but nobody ever does. XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) Loan Care representative claims to have put in a request to reinstate and honor the first modification. XXXX will recalculate the terms and prepare new documents to send out to us. XXXX told this will take 4 days. Loan Care claims notary information was missing on the documents. Once new documents have been re notarized and sent back to Loan Care they will put a hold on foreclosure process. XX/XX/2022 ( XXXXXXXX XXXX ) XXXX asked why XXXX in foreclosure! Explaining once again that its because Loan Care doesnt send new documents and refusing to let us pay. We never received document after our last phone call. ( XXXX XXXX ) Loan Care representative tells us documents werent AT ALL notarized. Im now told I wont be receiving any new documents since they expired even though the representative in the previous call promised they would send them. ( XXXX XXXX ) asking for supervisor since were not getting anywhere ( XXXX XXXX ) Loan Care representative claims to have sent new documents every time weve requested them and has tracking numbers to prove it even though he told us earlier in the conversation that the only documents sent out with a tracking number was in XXXX, XXXX. XX/XX/2022 ( XXXX XXXX ) We asked for a supervisor and employee ID of representative who just disappeared. XXXX XXXX XXXX comes to the phone. We once again ask for a XXXX. XXXX who claims to be a supervisor comes to the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have three mortgages that are being serviced by Loancare. I have repeatedly asked them to rerun my escrow accounts after they paid my taxes because my taxes were lowered. My escrow accts have too much money in them and two off My payments should have been lowered. One payment was lowered, one was increased the last one wasnt completed. It wasnt notified of any of the changes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We shared this farm/home with my grand-son-in-law & our Grand daughter. He & I our on the deed & loan too! As a 100 % XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX They were having many other problems too he would move out, then back in ( she tried saving the marriage over & over ) Unknown to us he wasn't paying the mortgage and was hiding the mailings & bills too! After getting a foreclose notice to our unpleasant surprise we installed a locking mail box court ordered to stay off the land, called Nations lending explaining what happened and applying to assume the mortgage totally my wife & myself ( court has ordered him off the loan & land too ) this has been going on since Last XXXX sent them everything they have asked for too We have excellent credit too and the income needed too! This is just like the trouble he filed a complaint back on XX/XX/2020 for they take for ever it must effect my wife & my credit badly too because of the time frame on the assumable mortgage is taking, We can afford the assumble mortgage but they are putting us further behind & not taking payment too We are on all the original & refi mortgage paperwork too should be fast and easy, but not with them Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX refinanced home mortgage from Loan Care to XXXX XXXX ( new mortgage lender ). From XX/XX/XXXX to XX/XX/XXXX contacted Loan Care to notify that I did not receive my remaining escrow funds of approximately {$1900.00} as I normally do after refinancing my mortgage. Several times, I tried and was told on the phone by the service representatives and manager, XXXX XXXX, that my escrow refund check had been mailed. I responded that I had never received the check. XXXX XXXX assured me that I would be receiving my escrow funds within a week- I did not receive anything. I got frustrated and did not pursue this matter as promptly as I should have and this is why I have contacted your bureau. It has been about eighteen months since I refinanced and Loan Care has not refunded my escrow funds and that is why I am filing this complaint requesting your assistance to help me receive the check that I should have received by XX/XX/XXXX. I greatly appreciate your assistance. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21157
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage in halves because XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and because I get paid every other week. So like every other normal American mortgagee, I'm doing it in a way that works in my budget. Furthermore, I had fallen behind in XXXX and when I was sending payments, they were not being cashed ( putting me further behind ). So - one day they sent me a bunch of my payments in XXXX and told me I was in foreclosure. I took money out of a XXXX and paid off the outstanding amount with TREMENDOUS fees and here I am - back in my mortgage. I paid my mortgage in XXXX. Then I paid the first half of the XXXX payment on XX/XX/XXXX. I paid the second half of the XXXX payment on XX/XX/XXXX. I noticed that my account was still saying I owed my XXXX payment- which is INACCURATE. I tried calling- never could get through ( XXXX minute hold times ). I tried XXXX about the misapplied payments and kept getting canned replies to telling me to provide proof of payment. I would reply and get the SAME RESPONSE BACK ( to provide proof of payment ). I then tried calling AGAIN - XXXX min hold time, but I gave my number for a callback ... .callback never happened. Then here we are a week later, and I get a call from the mortgage company - so I answered only to get a recording telling ME TO CALL BACK. I'm at WORK, mind you. So I got up from my desk and found a conference room to make the callback. I sat on hold for XXXX MINUTES ... XXXX. Only to get someone who COULD NOT FIGURE OUT WHAT THEY WERE DOING WITH MY PAYMENTS. So I said I could not sit on hold while she looked at it any longer- I needed a callback or an email with the information. She tells me " there is no way '' she can do that. My only choice was to speak to her supervisor ... .so I had to sit on hold AGAIN for over XXXXXXXX XXXX. The supervisor tells me that on XX/XX/XXXX, the {$1200.00} I paid that was sitting in reserves was USED to pay some unknown fee that she could not explain to me. She THINKS " it has something to do with the foreclosure. '' I have not been notified of any additional fees ... I paid a LOT in fees to reinstate my mortgage in the fall. So- they suddenly found a " fee '' that needed to be paid that miraculously matched the {$1200.00} I had in reserves waiting for my XXXX half of my XXXX. payment ....??? Sounds pretty sketchy to me. So - BIG complaints about how they can not be reached and this is a HUGE burden to people who have to WORK and get their jobs done to pay the mortgage. ANOTHER big complaint about how they mismanage the payments ... and suddenly coming up with a fee to charge me that I was never told about??? This seems pretty corrupt to me. Now here I sit, with a late mortgage payment because they are XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53208
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went into a special program during Covid and got approved. I signed paintwork to have my mortgage payments automatically deducted from my checking account. They are not taking my payments out and even when I have been mailing my payments on time they will not cash my checks and keep waiting till after the time of up and keep charging me late fees when I mail my payment on time. They have been holding my checks too to invite interest on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28562
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX. 2022 Is where the problem came. I got the flu and was off for a week and feel behind and haven't caught up yet.i was seeking for help before the foreclosure come about
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 397XX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A