Date Received: 2022-12-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have my mortgage moved to Forbearance with Loancare ( XXXX ). In XX/XX/2022, I signed an agreement with my loan service providing to modify my loan and payment in which my new monthly payment was suppose to be a {$790.00} XXXX. I start my payment on the new loan modification in XX/XX/2022. My XX/XX/2022 statement from Loancare ( XXXX ), I received a bill in which my payment was increased to {$1100.00}, I called the Loancare ( XXXX ) to express my concerns and requested to speak with someone regarding my account. And, I informed Loancare ( XXXX ) I had just recently had my payment modified and it must have been some kind mistake with this payment amount and that I would only be sending {$900.00} for my XXXX payment until I spoke with some regarding my account. I was then told the increase was due to the shortage in my escrow account. Well, I told the Loancare ( XXXX ) representative this should have bee taken into account when you all drafted the modification agreement and I don't expect any change to my escrow account for at least XXXX month or why did they add over {$6000.00} to my principal loan amount. I was told they would spend my account to the loss mitigation department. I did not hear them or receive any correspondence. I received my XXXX statement in which I was not billed for XXXX for the {$1100.00} plus late fees. In spite of the fact I paid {$900.00} with cover my principal and interest and previous estimate escrow amount. Not sure if I am late if I cover the principal and interest on the loan??? And, the Loancare ( XXXX ) has reported to the XXXX XXXX my account as being late. Therefore, I have paid the {$1400.00} to keep from damaging my credit score and from accumulating late fee in effort of my loan service provider to force my property into foreclosure. I call the Loancare ( XXXX ) customer service line again and has not spoken to any representative willing to assist me with this matter. But, they were will to take my additional payment over the phone without a fee. My next step is going to be reaching out to them certified mail. Because, if they are going to continue to bill me at the higher mortgage amount then I need them to remove the additional {$6000.00} added to my principal balance for the loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I currently got behind on my mortgage payments due to COVID-19. Hours were cut then the primary lost his job. I sent s modification package with all docs on XX/XX/XXXX via overnight but the post office lost the package. I had provide the tracking number and kept calling back so on XXXX I spoke with a rep who when over the COVID-19 careact and submitted for that she stated on that call she would tell the loss mit dept to disregard docs because careact help does not need docs. After that call 2 other reps called me about missing docs but then stated that seen I was pending for careact and could take up to 30 days stated that I didn't need to send docs. The last call being on XX/XX/XXXX. Then on XX/XX/XXXX when I called I spoke with an XXXX XXXX ID # XXXX who stated that I need docs XXXX didn't understand what I was trying to explain what XXXX stated to me was that " I could hung up and call back and speak with someone if I didn't like what she was saying ''. I requested for a supervisor the supervisor she connected me with was her supervisor whom name was XXXX after explaining to XXXX. XXXX ask me so " you were trying to use your mod docs from XXXX we can't use Mod docs from that far back '' I never said that and don't even know were he got that information from. Ask XXXX repeatedly to pull the call from the last reps going back to the rep who offered/submitted me for the careact XXXX began XXXX say things that I don't know what he was saying almost like he was disorientated. I have made multiple calls to try to resolve this matter with no assistance.
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: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan ending in XXXX LoanCare a division of XXXX. I received notice of return payment for the my XX/XX/XXXX mortgage payment with Loancare. I was incredulous as I knew that I had made a payment on XX/XX/XXXX using their " Paynow '' feature. I only have XXXX accounts with XXXX that I registered with LoanCare to deduct my monthly payments from. Those XXXX accounts are the only XXXX accounts I have ever registered to make payments from. I do make payments on another entirely different mortgage to XXXX mortgage also a division of XXXX XXXX. Somehow my LoanCare account deducted a payment or I should say attempted to make a payment from the account I use to pay the XXXX mortgage. I have a 12 month payment history that all of my LoanCare payments come out of the XXXX XXXX accounts. I spoke with customer service and they told me that a cross over payment could never have happened and that I should delete all my payment accounts with LoanCare and start over. My reply is if I never registered the bank account, then how could I delete it? I believe this is a technical glitch with their " XXXX '' feature. The web portals for XXXX and Loancare are obviously maintained by the same technology company as they are very similar. I am adamant that I would never make a payment from any other account I am now upset that my credit report has taken a hit for having a late payment. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2022 I received a call from my Point of Contact through LoanCare. XXXX XXXX stated that LoanCare has sent over the requested documentation to the state of California for mortgage relief. After speaking to California Mortgage Relief they havent received any information from LoanCare. I was told by XXXX XXXX that I need to make a decision today that its either the state or their forbearance offer. I have a letter stating that I have until XX/XX/2022. I have forwarded this case to the Public Inquiry Unit of the Attorney General of the State of California. PIU file # XXXX. LoanCare continues to break laws and guidelines continuously and now I am asking for the investor to be removed from the State of California.
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: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage payments with Loancare LLC were made on time as well as extra payments to loancare because they claimed that my payments are being returned due to insufficient funds by my bank. I have had my bank, the XXXX XXXX XXXX XXXXXXXX XXXX XXXX verify, double verify and triple verify that the funds are being received by loancare and have provided the transaction ID numbers for each transaction. I have called loancare on almost a daily basis for the past 6 months and during the last phone conversation with the customer service representative, he informed us ( my father and I ) that the error was on their part. Since then, I have made one payment to loancare on XX/XX/2022 before its due date which would have been XXXX the XXXX 2022. They are saying that they have not received the payment either. They have investigated this matter every month that I have called to straighten this out and yet it continues to happen. Right now there are thousands of dollars of mortgage payments that loancare has not applied to my account. Needless to say, this has caused an extreme amount of stress because they have threatened foreclosure. The funds have not been returned to my account with XXXX nor was I charged any returned fees by them, This has destroyed my credit as well as my fathers credit because he is the cosigner on the loan. It has destroyed the relationship between the two of us because he feels that the error is on my part. This is not fair to me at all. I am a XXXX XXXX With sever XXXX and this matter during the past half a year has sent me into really dark places. Loancare began harassing me claiming that I am in default and began sending people to my house knocking on my door and ringing my doorbell scaring my XXXX XXXX XXXX XXXX son in the house because we are not expecting anyone and it happens in the early morning!. This has happened on more than one occasion! I am paying my mortgage and have been since day one of this loan. I have attached documents of my bank statements with the transaction ID numbers for your viewing. I am reaching out because they are jeopardizing my home and my family. If I am sending them money electronically every month and can show proof that they are receiving it yet its not being applied towards my mortgage, isn't that considered wire fraud? How is loancare able to get away with this? I will also be forwarding this to the North Carolina State Attorney Generals Office as well as the Federal Trade Commission and the Banking Authority of the state of North Carolina. If you look at the screenshot from loancare that i have attached, you will see the date that shows when the next payment is due. Today 's date is XXXX the XXXX. They cant even keep their own website right or updated properly. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28001
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My loan was sold to XXXX care provider at approx. the end of XXXX. My loan stated I did not make the first payment on XX/XX/XXXX which I did to the previous loan holder XXXX XXXX. Numerous attempts to correct the payment discrepancy went unfix by XXXX care. Only until threating a lawsuit did loan care state they would investigate. My credit was hurt by false reporting of 30 delinquent payment when I provided proof of payment through my bank statement and XXXX XXXX documents. I have not been able to apply for any loan due to my credit score dropping 100+ points along with my mothers credit score. I was still in the 60 day reprieve window for a loan being sold and protected under RESPA. Loan care violated federal law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called on XX/XX/22 to follow-up on the California Mortgage Relief Program . California sent a request for services information. I was treated very rudely by XXXX. I attempted to call the office of the customer and my POC was unavailable. I called to find out why the state is still waiting on information. I was told by XXXX that the state isnt sending everything. I asked why else they need from me and she stated getting adversarial towards me. She even sighed and said she was sick and tired of explaining things to me. I asked her can she please tell me what else is needed for the state. She got angry and started yelling at me. I then asked for a supervisor. I was transferred to XXXX # XXXX who was acting very condescending. Was continuously asking me if I was treating me fairly without answering my question. He then finally stated that LoanCare has note responded. LoanCare continuously withholds information for mortgage relief.
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: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in regardto XXXX XXXXXXXX XXXX Loancare XXXX XXXXXXXX 's handling of my escrowaccount. On XX/XX/XXXX my wife and I contacted Loancare to advise them that we'd alreadypaid our taxes individually because Loancare had not corrected the escrow payment amounts and they also had incorrect account numbers. We requested an escrow analysis whichwould 100 % determine that a large refund is due to me. Loancare advised me that XXXX XXXX and the employees who conducted my closing are the ones responsible for providing the incorrecttax amounts and account information and that they, XXXX XXXX are responsible for providing the incorrect information. Now at this point as I review my account I can see that an escrow analysis was not completed as requested back on XX/XX/XXXX. Instead Loancare recently sent an escrow payment to the school taxing authority whichhas now resulted in my annual school tax being paid twice. First on XX/XX/XXXX by me and again on XX/XX/XXXX by Loancare. I now have to contact the tax collector to get my money back fromthe overpayment. A proper escrow analysis would have revealed that as my wife and I had advised all taxes were paid on XX/XX/XXXX. Loancare owes me a major refund because my XXXXXXXX XXXX and county taxes have already been paid AND there is also an excess in the escrow balance. I am requesting my escrow balance refund from Loancare to be processed at the end of XXXX after I have made my XXXX mortgagepayment. I am also requesting a true escrow analysis to be conducted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job in XXXX of XXXX, due to having to care for a sick parent full time. On XX/XX/XXXX, I requested payment assistance/mortgage assistance due to a temporary loss of income. The rep that I spoke with suggested that I apply for mortgage assistance ( call around XX/XX/XXXX ), when I called back a week later to confirm the program another rep advised that I needed to apply for unemployment forbearance. While speaking with the rep I advised of my situation and that I no longer had income. After this conversation I applied for the assistance and sent in all required documentation. Over the course of XXXX I spoke with at least 11 different reps who all advised me of different information regarding the program. I was lied to, misinformed and given false untrue information. After being so frustrated and confused I requested a supervisor on XXXX XXXX, who assured me that my credit would be protected as they were giving me credit suppression due to my situation. ) The supervisor also advised that I did not qualify for the unemployment payment program because I had no income. I feel like I was lied too because the reps knew I didnt have income and still told me to apply ). I called back over the course of the next 3 days XX/XX/XXXX, and XX/XX/XXXX I was given false info. I was advised that the supervisor lied to me!!!! That there was no credit suppression and if did not make a payment my credit would have a negative remark for a late payment! This is ridiculous, the amount of times that I was lied to and was given false info is sickening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house loan contract says if I can pay of mortgage to 20 % of loan value the pmi will be cancelled as long as the the house was accessed to not drop below value. I saved all year to get to this point. I have requested and sent them XXXX $ fee for bpo as they requested. They sent me back an email saying that they refused to even evaluate or to remove PMI because I had not done significant upgrades to the house. Nowhere in the contract is anything mentioned about upgrades. I think this is dishonest and basically theft. The loan is managed by loancare. This is the last email I was sent " Unfortunately, we will not be able to proceed with your request. XXXX XXXX requires significant upgrades in order to proceed because your loan is under two years old. I have attached their guidelines for you to review. You may have to copy and paste if the link if doesnt open. Please be advised that once the loan is two years old, the list is no longer required to proceed. You will be refunded the {$100.00} paid for the BPO. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37830
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A