Date Received: 2023-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: started a forbearance with LOAN CARE XX/XX/XXXX for 180 days for a COVID hardship. I also applied for the Texas homeowner assistance program on XX/XX/XXXX. They approve my application and brought my mortgage current XX/XX/XXXX. They then stated they would pay three months of my mortgage for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I called LOANCARE ( can't recall date but LOANCARE can pull the call ) to see if I was still in forbearance and if not, if I could re open my forbearance XXXX of XXXX as I was still having a COVID hardship. I was told by the rep to find out exactly when my mortgage assistance would end and to call back because I was no longer in a forbearance. I was told I could not be in a forbearance and receive mortgage assistance. I then called the mortgage assistance and they told me my last payment assistance would be XX/XX/XXXX. I then call LOAN CARE ( XXXX call ) and told the rep what the first rep from LOANCARE told me. She told me I was not in a forbearance again and would need to reapply. I specifically told this rep I wanted the forbearance to start XXXX of XXXX! She stated she would submit the application and I would hear something before XXXX. XXXX past and I didn't hear anything so I called LOAN CARE a third time. I spoke to a rep who state my forbearance was not closed initially ( this is not what the first two reps told me ) snd stated my forbearance was only extended until XXXX of XXXX. I told her this didn't make any sense and every time I call I am told totally different things. I asked her to let me talk to a manager but she passed me on to another rep ( third call/fourth rep ). This rep stated I was never taken out of the forbearance. I stated okay if that's the case why am I only being allowed a two month extension when I should be allowed another 180 days under a XXXX XXXX forbearance extension. She was not able to provide this information and seemed confused. She stated she would review/escalate the info and I would hear back. Its now a week later and I have not heard anything. I would like to know what's going on and if my forbearance was ever ended? I would like to extend my forbearance for the MAX time I can or at least the one 180 days extension I am allowed to take because I am still having a COVID hardship. This has been a mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX XXXX to Loancare. I was laid off from my job on XX/XX/2022, I called into Loancare for mortgage assistance. I followed all instructions and provided the needed documents. Every time I called in for status I was constantly being told to provide the same documents over and over again. I was then told to provide certain items for a loan modification. I did not apply for a loan modification. I simply wanted a forbearance to assist me being that I am now unemployed. They have not communicated anything as to the smear steps just keep asking for the same information. My lender should be able to assist with all the programs they claim to have to help homeowners, instead they take their time to process the application. One representative told me that it can take as long as a refinance! This is absolutely ridiculous! I was able to pay mortgage for XXXX and for XXXX, but if I am asking for help, why are they not providing it? The regular forbearance was a lot easier. Why is an unemployment forbearance any different, these processes should be made a priority to avoid a homeowner going into foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Update to my prior complaint ( XXXX ) - company has still not responded. I was able to determine my payment will rise when my next property tax disbursement is made in XXXX. My prior payment was {$1800.00}, my new payment is {$1600.00}, now my payment will be {$2100.00} unless I pay {$3100.00} in which case my new payment will be {$1900.00}. Pretty clear isn't it? I spent an additional XXXX XXXX on the phone today trying to make heads or tails of this, but still no definitive answer. My property taxes have not changed, my insurance has not changed, the only change is with this mortgage servicer. Additionally, my property insurance is information is not listed on their website, instead it states : " Your information is outdated and/or we are missing your insurance information. Please update your information. Please note Lender Placed insurance XXXX be effective soon. '' Additionally, a payment from my escrow was made in XXXX for {$3100.00}, which also led to an " escrow advance '' of {$1000.00}. My property tax disbursement should have been {$2800.00} and change. If there is a penalty it should be due and paid by LoanCare, since I had plenty of funds in escrow prior to them sending me {$5300.00} as a refund of overpayment. This company should not be allowed to purchase large numbers of existing loans unless it can demonstrate it has the infrastructure in place to transition those accounts seamlessly. It has shown a lack of concern for me and other similarly situated. I am concerned as to how this is going to impact the thousands and thousands of other borrowers whose accounts were purchased by Loancare. I'm sure I'm far from unique. If other consumers received large checks from their mortgage company, they might have assumed these funds were due to them and spent the money. It is quite concerning and will likely lead to defaults and foreclosures. At the very least, their payments will rise considerably when it is time to pay their tax installments. This problem is much bigger then me. Something needs to be done right away.
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: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Florida HAF said a payment of XXXX was sent to Loancare in beginning of XX/XX/XXXX2022. Has not been posted by Loancare. I called Loancare on XX/XX/XXXX22 and they say they haven't received it yet. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been sold several times since our purchase of the home in XX/XX/2022. The last payment we sent in XXXX was to XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX # XXXX XXXX, GA XXXX XXXX. My point of contact at XXXX XXXX Mortgage has been XXXX XXXX. On XX/XX/2022 I received a letter from XXXX XXXX XXXX stating my loan had been sold to XXXX XXXX XXXX and to send payments to XXXX XXXX XXXX XXXX XXXX, VA XXXX. Also on XX/XX/2022 I received a letter from XXXX XXXX XXXX XXXX stating they want my payment and to mail it to XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ; Payment due XXXX XXXX. I immediately picked up the phone and called XXXX XXXX to ask if the company was LoanCare , LLC or XXXX XXXX XXXX XXXX XXXX. I got her voicemail so left a detailed message and asked her to call me back. I called XXXX again on XX/XX/XXXX, and once again got her voicemail. I refuse to send a large mortgage payment to an unverified source. Please help me determine who is the owner of my loan and where I should direct my payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2023-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX is a liar and should be placed on administrative leave pending an investigation. She fails to follow through and continues to deceive myself and the State of California. California sent the funds to reinstate the loan on XXXX XXXX2022. XXXX sorry but, you have several complaints about you and you can not legally investigate yourself. California has asked me to find out the reason why you havent applied the funds within a timely manner. The Attorney General is aware of the issues and legal issues XXXX has now created for LoanCare. California is now asking me to go after your NLMS license and continue until you apply the funds to my loan. I need your superior to follow up. Your lies and deception are not appropriate and should be dealt with immediately. XXXX shouldnt be an employee of LoanCare at this point in time. She fails to notify the company of the issues she is creating for the company and the investor. Her demands are irrational and illegal. He actions have caused me and my family to discuss legal action against LoanCare. The Veterans Affairs is aware that as a servicer of VA loans LoanCare is acting illegally and should be held accountable. This includes losing the option to invest in California home loans and loss of guarantee of all VA loans. Apply the funds and reinstate the loan immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2023-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I in the beginning of the Covid pandemic applied for a forbearance and was approved because of the cares act and was then later presented with a modification in which I thought was going to provide me with being able to put the payments missed during the forbearance at the end of the loan by extending the mortgage end date. On XX/XX/2021 I signed and had notarized and then sent the documents back to Loan Care LLC. I then received a copy back from loan care LLC dated XXXX XXXX, almost 6 months later, notarized by Loan Cares Notary saying that enclosed is a copy of your executed document. Please retain this copy for your records. We are pleased to have been able to work with you on this matter. I then received another copy dated XXXX XXXX of the same thing. I then make 5 payments of the agreed {$700.00} payment. And then receive another package that looked just like the package I signed in XXXX of XXXX. I then call Loan Care LLC to figure out why I received another package and I received several different vague answers from multiple agents at loan care. I spoke to supervisors in their leadership department that told me it all looked good and Payments were made as agreed to and there notes said that no further action is needed from me but they would email the underwriting department to see whats going on and that they would call me back. This happens approximately 10 different times and all 10 times never received a response back. I then start receiving letters from loan care LLC saying my house may go to foreclosure soon and I should call to settle this matter in which I did. Every time I called on this matter to see what was happening the agents told me that things were in process with loan care LLC and not to worry that it was just crossed in the mail and I need not to worry. I then receive a letter from an attorney both by regular mail and certified saying that I am in foreclosure and I had 30 days to contest. I immediately call loan care LLC and they said its because I didnt respond to the second document package that they themselves told me not to worry about and they would work this out and call me back which they never did. After 2 weeks of stressful worrying and calling them back almost everyday during that period was finally able to get the foreclosure suspended pending review. I then with no calls from them ever was sent a package regular mail that extended my mortgage by 20 for years so a total of 40 years at double the interest rate and {$220.00} more a month even though I was 10 year into a 30 year mortgage making me only have 20 years left. I call them back after the XXXX holiday and they tell me Im past my date of approval to put the remaining payments at the end and I wouldnt be if they didnt mess up the original paper work. Please help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX, XXXX, and myself has sent over all documents they have requested. They refuse to review them. Our mortgage was sold almost 2 years ago to LoanCare , LLC. We have never missed a payment and when we bought our house we did so wisely keeping to a low payment, low interest, and low costs. It is a VA loan too. We did not go to the high end of what we qualified for. LoanCare , LLC has wanted us to refinance ever since they took over. We have refused. They have called us muliple times saying we could skip payments, refinace with up to {$30000.00} in hand, and several other offers. We have always said no. They have wanted to " pad a new loan '' and we said no. Now they have created a problem and are trying to get us to refinance or they will forclose on our loan. We have always had insurance on the house ( home, flood, and wind ) all through XXXX. There has never been any gaps in coverage. The company that XXXX had our wind insurance through filed for bankruptcy in XXXX. So they changed us over to XXXX. The mortgage company has had copies of all the documents but they refuse to accept or process them. They had the original wind insurance documents from XXXX and now can not find them. We have sent them 6 times, XXXX has sent them 5 times, and our mortgage company has confirmed that there has never been a cancelation letter by any company, but they depleted our escrow account to pay for their private wind insurance, and since they depleted it, now they want {$10000.00} put back in it by XX/XX/XXXX XXXX they want to raise our monthly payment by an additional {$1300.00} to over {$2900.00}. Copies of all documents have been on file plus, when we transitioned over to XXXX, the paperwork showing no gaps in coverage from XXXX to XXXX was effective. The lady at the mortgage company said that the places ( Email, account links, etc ) where we sent the documents can't be retrieved because they are having known problems with their links and they are known problems to the company. She also said that they were not interested in resloving this or providing customer service, they are simply there to collect money and make the company money. We paid for our wind insurance directly and now they want to pay for it and charge us 3 times as much. We want to pay for it own our own just as we had before. I have spent hours upon hours on the phone and no progress made. I have all of the documents, documents showing our payments, our policies, both old and new, and I am tired and do not know what else to do. I do not understand if we, along with XXXX, XXXX, XXXX XXXX, have submitted all the documents, copies of payments, and never been late, how this could happen and why they would just delete the policies and say they don't have any proof of them which can put us in default on our loan. She said if we don't put {$10000.00} in escrow by XXXX XXXX XXXX make the new payment XXXX XXXX, they will default on the loan and foreclose on our house. We have not changed anything except the wind insurance changed companies. No gap occurred and all policies were provided. They are putting our new payment from {$1600.00} up to over {$2900.00} beginning XXXX XXXX. Documents showing the change from XXXX to XXXX were sent immediately by XXXX and XXXX. In XXXX, the mortgage company confirmed they received the documentation. I told them we would be paying for the coverage directly but they pulled it from escrow without our permission. They then said we didn't have coverage and pulled additional amounts and depleted our escrow. We sent over documentation immediately beginning in XXXX and again in XXXX and multiple times in XXXX of this year with no resolve. They told us we could not refinance our home loan with anyone else because they would put a hold on the loan. They also said they would foreclosure and the VA would have to pay them the loan and then they could resale the house making twice the money. We are first-time homebuyers. This is not how we expected this to be. We have decent credit and have never been late or had any other issues.
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: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home was impacted by Hurricane Ian ( XX/XX/XXXX ) it sustained substantial damages including roof and water damages loss of use due to mold and the roof coming off the home. We filed an insurance claim and have been sent a partial payment of our loss which had the mortgage company 's name on it. They have held the monies {$73000.00} in an restricted escrow account ( XX/XX/XXXX ) and have not released any monies to us to start repairs on our home even after submitting documentation to support ( XX/XX/XXXX ) that we have paid out of pocket to start the repairs including electrical work, a deposit on the roof and money to attempt to repair the air conditioning unit. We have been trying to get funds since XXXX. We now have paid the roofing company to get the roof on {$9900.00} and they the company still has not released the funds and we get different amounts that they say they will release and some agents say that they will release 25 % would be approximately {$18000.00} which would cover the roof but then we get another agent that said that they will only release {$10000.00} ( XXXX in resolutions dept XX/XX/XXXX ) due to the status of our mortgage at the time of loss which was in a modification status ( which was approved ) and the mortgage company does show that our account is current. Our home continues to deteriorate because we can not get the repairs done with out the funding. We can not get the company to release the funds. We are unable to live in the home due to the damages and will continue to incur costs above our normal budget and put us further behind and continue to put us in financial hardship. I have called to the loan modification department to see if they can talk to the claims department to advise of the status and was told it does not matter and they will not change it. We offered to provide the company with the copy of the work permit signed by the county showing that the work had started and that they should release the funds and they would not accept that at proof. They have scheduled an inspection on our property for XX/XX/XXXX which is the earliest that they will come out and that would only to release the roof funds but the roofing company will likely put a lien on the home because I do not have the funds to pay them the final payment for the roof as Loan Care claims department will not release the funds. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is an email sent to XXXXLoanCare regarding our mortgage. LoanCare is accusing us of non-payment and we have provided and proved substantially with documentation that payments were made and the money is with LoanCare/XXXX Even after we proved everything, LoanCare/XXXX has predatory, inhouse debt collection calling us demanding payment. When we ask to escalate to a supervisor we are unable to speak to anyone and there is denial that LoanCareXXXX has payments. We as borrowers are extremely upset and perturbed by XXXX and LoanCare as to managing the transfer of servicing from XXXXXXXX XXXX to XXXX and ongoing payments. What should be an enjoyable time of making our new home our own has become a nightmare. With the advances of technology, there should be better communications between both companies ( XXXX and XXXXXXXX XXXX ) and transparency to let me, the borrower, understand what, where, when and to whom, I need to make payments to. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Many of the mortgages I held were taken out with a paper driven process. It is clear that there is antiquated servicing software being used and that there is poor to no communication that meets the standards of customer service of 2022. The loan was sold while I was in XXXX for 8 weeks, visiting my daughter and vacationing. I was unable to receive paper mail and I never received electronic communication. I have been trying to resolve the payment issue with my mortgage without success from XXXXXXXX XXXX and XXXX. Your customer service and collections teams have been unable to solve the problem, despite providing all documentation and actions. I am prepared to go to the Consumer Financial Protection Bureau next and open a case as you are not acting within your fiduciary duty to me as the borrower, and your servicing/collections team is acting predatory even after I have proven that we have made all required payments. Our credit scores are XXXX. We are prompt with paying bills. Attached is all of the payments made to XXXX XXXX on loan # REMOVED which you are currently servicing for XXXX with a new account # REMOVED. I have paid directly to Loan care XXXX on XX/XX/2022, to customer service because they asked for escrow to be paid. Confirmation number Removed. I also paid on XX/XX/2022 XXXX for XXXX mortgage payment Conformation XXXX XX/XX/2022 a bulk wire transfer was sent to Loan Care which included my XXXX payment. Wire Transfer XXXX XXXX After 2 hours of conversations NO ONE can seem to find my transaction. XX/XX/2022 XXXX sent a bulk wire transfer to Loan Care which included my XXXX payment. Wire Transfer # REMOVED I am totally up to date on XXXX XXXX XXXX and Escrow. This transfer has become a nightmare that I have never experienced before, and I have had 20-25 mortgages in which most have been sold. Many of these mortgages occurred before the industry was computerized. It is clear that there is antiquated servicing software being used and there is poor communication. The loan was sold while I was in XXXX for 8 weeks, and not receiving mail. I can not get customer service to help me solve this problem. Our credit scores are XXXX. I am prompt with paying my bills. How many others are you torturing through this process? Ive spent too much time trying to correct these mistakes. My next email is to the Consumer financial protection bureau. Loan Care will not communicate with me or with XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A