Date Received: 2024-01-04
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: On XXXX XXXX XXXX I signed a XXXX percent partial claim for XX/XX/XXXX and XXXX XXXX mortgage payment. The total was {$6500.00}. On XXXX XXXX I was approved for California HFA program and funds were sent to Loancare to cover the past due {$6500.00}. However, Loancare is trying to double dip because they still have the old partial claim for {$6500.00}. I asked for them to release the lien since they were paid from the California HFA program already. Loan care is double dipping.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: In XXXX I applied for hardship assistance through Loancare LLC. We had a bad storm on XXXX and as a result we had tree damage, electric was out for 5 days, lost all of our food from refrigerator and freezer. We also had to purchase a generator and purchase a new refrigerator because it would no longer work when power came back. We exhausted all of our savings and fell behind. I applied to try to get a payment deferment for no longer than 3 months at the most. I had always kept my mortgage paid and was late only 1 time by 1 day. I received a letter that was dated XXXX for an XXXX trial payment plan agreement to begin on XXXX for 3 months at XXXX a month. My original payment was XXXX so this was only going to save us XXXX a month. After these were made they would make a decision on what to do next. I made a payment of XXXX for XXXX, XXXX for XXXX and XXXX for XXXX. During this time I made several calls to loancare to discuss what was happening and if everything was on track because I was receiving phone calls and letters saying I wasn't making payments and foreclosure could happen. Everyone I spoke with assured me this was normal and to ignore it. On XXXX I received and overnight Fed ex envelope with loan modification agreement and partial claim document dated XXXX offering a modification for XXXX monthly starting XXXX with 1st payment due XXXX. The terms of the modification was XXXX a month for 480 months at 7.375 % and total amount of partial claim to be XXXX. My original loan is 26 yrs 3.5 % at XXXX monthly. They required an answer within 15 days and if I rejected the offer advised I was not prevented from obtaining another loss mitigation option to bring account current. I immediately sent them a letter declining the offer on XXXX. I reached out several times and emailed and fax my declination multiple times with no response. I tried to access my account online and there was a notice that the site was down and only a recording on phone that no one can take payments. After further research online I discovered there had been a data breach on XXXX. My XXXX payment was approaching and had no idea what to do. I was never notified about the breach until today XXXX in a letter dated XXXX. After finally gaining access to my online account I have noticed all of my information is wrong. All of my documents about the loan modification are gone as if I never did it and it is showing I have not made payments since XX/XX/2023. In the payment history everything is messed up as well. I have tried to contact them with no luck. I received 3 letters dated XXXX today. One stating that I owe XXXX due by XXXX to avoid foreclosure procedings. One stating that I was not approved for modification and that I withdrew my application and owe XXXX to bring my account current and one about that data breach stating that my information has been accessed by a 3rd party. This has been the most stressful situation when all I needed was to just try to defer a couple of payments to try to get back on my feet. This is the worst company I have ever dealt with and I'm at a loss of what to do. It's absolutely ridiculous that they can do this to people. I have always paid my mortgage and the one time I truly needed help this happened. I am now in the process of trying to refinance with another company because of this but I can't get correct payment history and will probably be declined. I hope something can be done to make them responsible for all the stress they have caused me. Not only do I have to worry about my home being foreclosed upon and losing everything I have to also worry about the possibility of identity theft since my information was taken.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I made a principal payment of over {$5000.00} to try and payoff my mortgage faster. Loan Care never applied the money to my principal and doesnt know where the money is. It was drafted out of my checking account. Loan Care has no idea of where the money is. Additionally, My regular mortgage auto draft payment of over {$3000.00} was also drafted out of my checking account but again was never applied to my monthly mortgage payment. Loan Care has been fraudulently charging me NSF fees in the total amount of {$200.00} even though I have been trying everything I can think of to pay them. Its seems they are purposely not accepting my payments in order to charge me late fees and NSF charges. Loan Care has no direct phone numbers to their mangers for me to try and get their help to sort this out. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58078
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: This mortgage is being serviced by XXXX and my payments are being serviced by Loancare. There is no real transparency or clarity provided to the customer as to why Loancare services payments for the company servicing my loan but to me, this is the same company no matter how they are setup for taxable, or non-taxable, purposes. On XX/XX/XXXX I received a Notice of Error Acknowledgement from LoancareXXXX stating that in compliance with applicable federal law I would receive a detailed written response within 30 days ( excluding weekends and holidays ) from what I assume to be the date of this notice. XXXX is day XXXX ( excluding XXXX XXXX XXXX ) and I have yet to receive a response from XXXXXXXXLoancare regarding this matter. Per what is written in this notice, this is a violation of federal law by XXXXLoancare by failing to respond to me in the timeframe stated by Loancare/XXXX This is not the first violation by XXXX/Loancare however the first I am specifically reporting. I have numerous emails dating back to at least XX/XX/XXXX that I've sent to XXXXLoancare mostly reporting their broken, unsecure and deceptive website as well as their lack of security, all of which were ignored and disregarded by LoancareXXXX Meanwhile, I would receive various messages about how secure my information is in their unsecure and centralized system only to find out later that their system was compromised and my information was in fact not safe or secure as previously stated by LoancareXXXX, like I already knew and tried to report. Clearly nobody at Loancare/XXXX cares otherwise someone would have at least responded to me about these security issues and maybe even addressed/resolved them. At issue here that I have been patiently waiting almost 8 months for is : In XX/XX/XXXX I changed my hazard insurance provider to XXXX XXXX setup the account to be billed to and paid by me, not my loan servicer ( aka Loancare/XXXX ) which I then promptly paid in full. Soon thereafter, I receive a notice from Loancare/XXXX dated XX/XX/XXXX stating that they received a bill for my new insurance policy with XXXX XXXX and they made a unauthorized duplicate payment to XXXX XXXX. I contacted both my insurance agent and Loancare/XXXX asking for clarity as I had already paid this policy in full and asked to not have Loancare/XXXX billed for this XXXX As confirmed by my insurance agent, Loancare/XXXX was not sent a bill to pay. I have repeatedly asked Loancare/XXXX for the proof of this claim they made about receiving a bill for this policy and I continue to be ignored by Loancare/XXXX. Also in XXXX, a impromptu escrow analysis was completed by Loancare/XXXX that was inaccurate. I pointed out the errors, emailed Loancare/XXXX and did not receive any response from them. In XXXX, I printed everything out, mailed everything to Loancare/XXXX ( address provided on notice ) and still am not able to receive a response from Loancare/XXXX outside of this notice of error acknowledgement. Loancare/XXXX can provide any type of backdated document to defend themselves however my escrow account remains unchanged, I have not received any refund or seen any type of credit for this duplicate payment on my monthly statements, and I have been receiving my monthly statements since XXXX which therefore means there is no reason why I would not have received such a document/response if it even exists. As of now, I have paid for this new policy in full ( XXXX payment ) Loancare/XXXX made XXXX unauthorized duplicate payment on this policy ( XXXX payments ) Loancare/XXXX is currently calculating my prior, cancelled insurance policy as well as this new one ( for the next term, 3rd payment ) in my current escrow analysis even though I have provided proof my old policy has been cancelled and proof from my insurance agent that they were not sent a bill. I have not received a credit from XXXX XXXX to my original payment method. I have not seen any credit for the unauthorized duplicate payment made by Loancare/XXXX from XXXX XXXX XXXX XXXX noted on any of my monthly mortgage statements since this policy went into effect. I've currently paid for this policy twice as well as towards the next term in my monthly mortgage payment and I am not understanding how this is fair to me or even ethical by Loancare/XXXX? Please explain how exactly this is fair to me. I continue to email Loancare/XXXX only XXXX continue to be ignored, hence why I am here. I did get a random phone call/email last month about a new homeowners policy quote that I never asked for. I responded to this agent, XXXX, detailing the issues I have been trying to resolve since XX/XX/XXXX who said she forwarded my message to the proper department who again, refuses to respond to me and address/correct these issues. I have also repeatedly asked Loancare/XXXX to stop sending me spam messages which Loancare/XXXX continues to ignore as I receive at least XXXX spam mailing every single month. Why?
Company Response:
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: LoanCare acquired our mortgage on XX/XX/XXXX. On or about XX/XX/XXXX we called LoanCare to do an escrow analysis regarding our property tax. We are being billed {$4200.00} for property tax when its actually {$2400.00}. I sent in all documentation and followed up 2 weeks later and was told being processed. Periodically checked in and still told being processed. On XX/XX/XXXX called an spoke with XXXX- he told be home not fully assessed and wont be until XX/XX/XXXX. We have been in our home since XX/XX/XXXX which is well over the one year mark. So I asked how to delete my escrow for property tax. He explained and I submitted my escrow cancellation for property tax via their web page. On XX/XX/XXXX called and spoke with XXXX. He told me his system showed still being processed to call Monday XX/XX/XXXX. On XXXX I called, didn't document name, and he walked me through again processing the escrow cancellation via web page. Second submission. Called XX/XX/XXXX spoke with a woman who told me I can't cancel my escrow because I have an FHA loan. I asked her to please verity as I'm pretty sure its a conventional loan. She put me on hold, came back on line and hung up on me. Called back and spoke with XXXX and stated still being processed so I submitted once again to be safe. Third request. I have since submitted 4 more online requests to cancel escrow for property tax. Called today XX/XX/XXXX and spoke with XXXX. He told be there are " NO PENDING REQUESTS TO CANCEL ESCROW ''. The only thing he is showing is my original request for escrow analysis from XX/XX/XXXX. Asked for the corporate office of MissionServicing Residential phone number, was put on hold. When he came back on line said he can't find that information to try with their office first. I declined as I have been patiently waiting and lied to for far to long to get this small matter resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I trust this letter finds you well. I am writing to bring to your attention a matter of urgency concerning inaccuracies on my credit report. Upon a recent review, I have discovered the presence of late payments on my account, and I kindly request your prompt assistance in correcting or removing this information from my credit report. XXXX XXXXXXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or XXXX customer service representative. I understand the critical importance of maintaining an accurate credit history, and it has come to my attention that the reported late payments do not accurately reflect my financial responsibility. I am confident that this discrepancy is a result of an error, and I am seeking your immediate intervention to rectify the situation. I kindly request that you conduct a thorough investigation into the reported late payments on my account and take the necessary steps to correct or remove this information from my credit report. If there are any supporting documents or information required from my end to expedite this process, please do not hesitate to inform me. I am well aware of my rights under the Fair Credit Reporting Act ( FCRA ), which stipulates that credit reporting agencies must ensure the accuracy of the information they report. I trust that you will handle this matter with the utmost urgency and adhere to the guidelines set forth by the FCRA. Thank you for your cooperation and understanding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I am a recipient of XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX sent LoanCare payments on XX/XX/2023 for my XXXX payment and on XX/XX/2023 for my XXXX payment. Both of these payments were cleared per XXXX within 48 hours of the date they were sent but LoanCare has yet to apply the funds. I have gone back and forth between LoanCare and XXXX for over a month, to no avail. LoanCare refuses to reach out to their XXXX contacts and XXXX can not provide me copies of the cleared checks as I am not the payee. LoanCare has now charged late fees to my account and is sending me certified letters regarding the delinquency, though they have received and are holding the XXXX funds for these months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32720
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: The escrow amount for property taxes is grossly overstated and not supported by any documents from the county assessors tax office. The 2023 annual property tax bill was provided and the valuation is also included. I have called over 10 times explaining that the property tax amount per escrow does not agree to the actual property tax bill or the records sent by the XXXX county tax assessors office. The company continues to deny the unsupported escrow amount despite the property tax bill, refund of escrow funds due to an overage in the account, and a call from the XXXX County tax assessors office re notice of incorrect property tax amount. This is fraudulent escrow practices on behalf of the loan servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84041
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I applied and received a financial mortgage assistance award from the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX on or about XX/XX/2023, in the amount of {$2300.00} to be disbursed to my mortgage servicer, LoanCare on or about XX/XX/2023. My monthly mortgage payments are {$1400.00}. The awarded grant funding covered the months of XXXX and XXXX. However, my mortgage servicer contacted me on XX/XX/2023 for a missing payment for the month of XXXX. The XXXX XXXX program disbursed the funds to LoanCare to cover the months of XXXX and partial funding for XXXX in the amount of {$890.00}. I contacted Loancare on XX/XX/2023 to make certain that the funds were disbursed to my loan appropriately. After speaking with LoanCares representative, XXXX, she indicated that part of the awarded grant assistance went towards corporate fees. I informed her that the awarded grant funds from the XXXX XXXX program was supposed to satisfy my monthly mortgage payments for the months of XXXX and XXXX. LoanCares representative placed me on hold to confirm with her supervisor about the funds being applied to corporate fees. After the representative returned to the call, she informed me that LoanCare could apply the extra funds to the month of XXXX, and that the corporate fees would have to be satisfied at the end of the loan term, which I was previously aware of. On XX/XX/2023 LoanCares representative took an over-the-phone payment from me in the amount of {$580.00} to complete the payment for XXXX. At that time, I was informed by LoanCares representative that I was due for XXXX payment. I indicated that I was experiencing financial hardship and requested a deferment, forbearance, or a modification, with lower monthly payments as a result. LoanCares representative informed me that I was not eligible for a forbearance, because I had already exhausted a forbearance a couple years ago. My question is, Is there a limit to receiving a forbearance during a hardship? I was informed to submit in an application, along with my monthly income statements and liabilities. I was also informed that my mortgage account would not incur any fees during the application review and processing. My complaint involves a letter from my mortgage servicer, dated XX/XX/2023 that indicates that I missed XXXX and XXXX payments, which is inaccurate. The letter states that I am in serious jeopardy of losing my home, and need to pay LoanCare {$5300.00} immediately by XX/XX/2023. This is totally inaccurate and not true. LoanCares unfair, deceptive and abusive practices ( UDAAP ) has contributed significantly to my financial injuries. I am in default of XXXX 's payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I hope this letter finds you in good health. I am writing to bring to your attention an issue regarding my credit report. Upon reviewing my credit history, I have identified an entry that appears to be inaccurate and is affecting my credit score adversely. I am writing to request the correction or removal of the late payment entry associated with my account. Below are the details of the late payment entry : LOANCARE XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or LOANCARE customer service representative. Upon careful examination of my financial records, I believe there has been an error or misunderstanding regarding this late payment entry. I am confident that the payment in question was made on time, and I would like to request an investigation to rectify this discrepancy promptly. Maintaining an accurate credit history is crucial to my financial well-being, and I am committed to resolving any discrepancies promptly. I kindly request your assistance in investigating and correcting this matter as soon as possible. Once the investigation is complete, I would appreciate it if you could provide me with written confirmation of the actions taken to rectify the late payment entry on my credit report. Additionally, if there are any further steps I need to take, please advise me accordingly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A