Date Received: 2022-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, On XX/XX/2022 my husband lost his job due to cutbacks at the company he worked for. We sold some personal belongings and scrapped along to pay our mortgage. But, by the middle to of XXXX, we knew we were going to fall behind. At that point, my husband, contacted our home loan company, LoanCare, and told them our situation. We have an FHA backed loan. They told us to go to their website and fill out the loan assistance paperwork. We did that on XX/XX/XXXX. On XX/XX/XXXX XXXX requested specific documents be sent over via email. My husband and I gathered everything that was requested and sent it over on XX/XX/2022 at XXXX. We were assigned a Mortgage Resolution Advocate, XXXX XXXX, on XX/XX/2022. We were given a specific phone number and extension so that we could reach out to XXXX XXXX XXXX, if needed. On XX/XX/XXXX we received a request in the mail from LoanCare asking for another document, a monthly budget statement. My husband and I had already sent this over in the email on XX/XX/XXXX, but we went ahead and sent it over again. We also requested, in that email, to have XXXX XXXX XXXX call us with an update on the loan assistance. We have never received a response via email or phone on the status of our requests. My husband is still unemployed. He is also XXXX with XXXX XXXX and the stress of this has taken a toll on his health. We have tried calling XXXXXXXX XXXX XXXX at the toll free number provided to us but when we call we only get a loan assistance officer working from a call center. When we ask to be transferred to XXXX XXXX XXXX extension that was provided to us we are told " We have no way of transferring to an extension. '' So, we are stuck not knowing what is going on or how to contact anyone about our request for loan assistance. My husband email AGAIN on XX/XX/XXXX and we have received no response. After doing some research on the internet I found that LoanCare is notorious for not following up with people and then blaming them for not sending over the requested paperwork in time to provide loan assistance. I was under the impression that having an FHA backed loan provides us with more assistance options. But, since we are unable to get a hold of anyone at LoanCare in the Mortgage Assistance Department, we can't get answers to our questions. This is all been very stressful. We have been in our home for 19 years, made every payment on time, but have fallen into a difficult situation for the first time in our lives. It frustrates us that we, as Americans, don't do more to help those that have a track record of paying on time and doing the right things. We do not want to move from our house. It is equipped to handle my husbands handicap issues and moving is not an option if we can just get a little assistance until my husband finds a new job. We hope the CFPB can reach out to LoanCare and get them to follow up with us. Its been over a month since we first contacted them. Warmest Regards, XXXX XXXX
Company Response:
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Throughout XX/XX/XXXX, Loancare/XXXX contacted me daily to remind me that my forbearance period, under the CARES Act, was ending and that I would need to resume my regular monthly mortgage payments ; the documented end date of which was XX/XX/XXXX ( see attachment 1 ). I resumed paying my mortgage payment as requested via check dated XX/XX/XXXX ( that Loancare/XXXX processed XX/XX/XXXX ). Upon applying for my partial claim loan afterwards, I was told by their representative ( XX/XX/XXXX ) that I did not have to make the payment that they had been relentlessly requesting daily for the entire month of XX/XX/XXXX. The FHA COVID-19 Partial Claim documents sent to me via Loancare/XXXX ( dated XX/XX/XXXX XXXX stated that the sum of the partial claim ( {$11000.00} ) would be for monthly payments during the dates of XX/XX/XXXX through XX/XX/XXXX. [ note the partial claim loan is for months beyond the original XX/XX/XXXX forbearance end date ] ( see attachment 2 ). So, as noted above, LoancareXXXX requested a partial claim loan beyond the period of my forbearance, after doggedly instructing me to make a mortgage payment immediately after the stated forbearance end date, i.e. XX/XX/XXXX ( which I complied with ). In essence, LoancareXXXX , incited the paying of an unwarranted extra mortgage payment, that they, in turn, used in a way that I did not authorize. They refused to credit this payment as a normal monthly mortgage payment when requested, despite already having funds to cover beyond the entire forbearance period via the partial claim. Furthermore, according to my recent mortgage statements, this XX/XX/XXXX payment was applied in such a vague and nebulous way, that LoancareXXXXXXXX own employees could not identify and explain how the payment was utilized ; for example, when asked about this, I was told by 2 agents that this extra payment was applied entirely to my principle ; something that I did not request or intend it to be used for. Again, upon examining my recent statement ( s ) from XXXX, XXXX, XX/XX/XXXX ; and a requested record of my account history from LoancareXXXX ( see attachment 3 ) ; these documents give no indication of my mortgage payment of {$770.00} being applied, in its entirety, to the principle. When I called them again ( XX/XX/XXXX ) about this, an agent admitted that the payment was not applied to the principle as initially stated ; showing that even they were having great difficulty understanding their own calculations, statements, etc regarding this payment. With millions of people having gone into forbearance during the pandemic, I cant even imagine how many people this has no doubt happened to ; they should be given fair warning.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28304
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: no bad dates should appear on credit report. i wish they would be take off! 30 days, 60 days, 90 days, 120 days should be take off. only ones pushed back XXXX, XXXX XXXX all of them should come off because i called the office and talk to some one. thank you
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for the homeowners assistance fund. The homeowners assistance fund have submitted a 2 page document to my mortgage company, Loancare XXXX XXXX on XX/XX/XXXX. Loancare has neglected to provide this information to the homeowners assistance fund. I have made lots of attempts to call, Ive escalated this matter and still, nothing has happened. The last person I spoke to on the Escalations collection team at Loancare, by the name of XXXX at extension XXXX on XX/XX/XXXX. He promised to send the forms directly to the person who has to fill it out. He promised to call me in 2 business days. I still havent received a call. So here I am, back to calling and getting no where. I also applied for assistance through XXXX XXXX job and family services. I was approved but due to the delay in receiving a letter and W9 from Loancare, Ive had to reapply. This process already takes a couple months. To keep having to start over is frustrating abs drawing out the negative credit bureau reporting. Please assistance within getting the info to the HAF, as soon as possible. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43227
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint was submitted to CFPB previously and your reps locate dit within the system but it has not been processed for unknown reasons so I am trying to get something done online. My mortgage company has incorrectly determined my escrow payment amount and I have been overpaying this entire year of XXXX, that is why there is currently a surplus of over XXXX in my account, and will be more than that by the time they do another analysis in XXXX XXXX the company claims I had a shortage when the analysis was done but no shortage ever existed other than ones that had already been paid in XXXX and they made me pay them again, there was actually a surplus in the escrow account the exact same month they claimed a XXXX shortage existed and I have sent letters and ph calls to the company and they have refused to correct the payment. I am concerned they will do the same thing again next year and the surplus I will lose will be even larger than it was last year. I can not prove but believe the company is doing it on purpose to rip people off and get free interest on the funds they are forcing consumers to pay that they do not actually owe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32246
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 my mortgage was made current through XX/XX/2022, by the California Mortgage Relief Program ( see attached award letter ). On XXXX XXXX XXXX I received a letter from my mortgage servicer, LoanCare, that stated that FORECLOSURE will be suspended for 60 days ( the time my loan has been brought current ) and that I will be given till the end of XX/XX/2022 to accept a Loan Modification for terms I have not received. Stated in the letter, I am told additionally that my online access to my account will be continue to be restricted until my loan is brought current? I was also given contact details for a representative that I have been previously denied access to. I continue to be denied a single point of contact with whom I can get reliable, trustworthy status and next steps going forward. I have received nothing in writing concerning the status of my account, or details and terms of proposed agreements they expect me to enter into within the next 20 days. I am unable to manage my account online ( as should be accessible by their stated policy of being current ). I continue to be discriminated against for services enjoyed by all other debtors served by LoanCare. I do not have great confidence the correct status of my account is being reported to credit agencies as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We used the VA loan forbearance due to effects from covid. We recovered from covid slightly before our forbearance had ended. When I spoke with our Loan Service Provider ( Loancare LLC ) on XX/XX/XXXX, I advised them that I wanted to apply for an initial VA Partial Claim Payment ( VAPCP ). VAPCP is a temporary program that is intended to assist Veteran borrowers specifically impacted by the COVID-19 pandemic to resume making their regular ( pre-COVID ) mortgage payments after exiting forbearance. VAPCP is available from XX/XX/XXXX through XX/XX/XXXX. However, Loancare advised me they longer doing VA partial claims and the program had ended. I contacted XXXX XXXX XXXX XXXX and spoke with my loan Technician. The VA loan technician said we are still eligible, and to call back and re-request VAPCP. Moreover, the technician had recent partial claims from Loancare in her queue. This confirmed that VAPCP was still possible. She advised me that some loan service providers are using this as a tactic to restructure low APR homes. We had a XXXX XXXX XXXX now they said my only option is to restructure the loan and get the new market rate, or I have to pay the past due amount of {$33000.00}. Called a Second time XX/XX/XXXX and was denied the VAPCP program again. I advised them about what the VA XXXX said, and they refused to submit the claim. I asked for an email to send official documentation about the program to them, and the rep provided an incorrect email address. Called XXXX XXXX Called and was denied VAPCP again. They said it was due to the program ending on XX/XX/XXXX. This was wrong according to the VA documentation, and the XXXX XXXX. I went over programs to get my account current with Loancare. In the disclosure that they read on a recorded line, it says the VAPCP program and deferral is available, but refused to offer it to me. They advised I had to pay the past due balance ( {$33000.00} ) or do a loan modification. Called XX/XX/XXXX and denied VAPCP. I asked them about the VA documentation I emailed to them for review, they had not received it. I was given the wrong email, so I resent the documentation to the correct email address for review. Called XX/XX/XXXX Denied VAPCP once again. I asked about the VA documentation I sent for review, the claimed to have not received it and wait 24-48 hours. XX/XX/XXXX My COVID-19 forbearance has officially ended. Called XX/XX/XXXX Denied VAPCP program once again, even after receiving the VA documentation. My forbearance has now officially ended. I am currently in collections status and in danger of losing my home. I have no choice but to start the loan modification process. They refused to give additional information on why they decided to end the program. Because of my status, if I dont accept the loan mod, they will move me to pre-foreclosure. I still have not heard from Loancare regarding the VA documentation I submitted. They Loancare Representative I spoke with said that no one was notified that they would be ending the VAPCP program. I believe this is unfair to veterans, the forbearance put us into a worse position than before the pandemic. Please help us. The Loan Modification approval process was based off 3 questions : 1. Can you resume you monthly payments you had Pre-Covid. ( I said yes ) 2. Can you pay the past due amount of {$33000.00} by today? ( I said no ) 3. Have you expenses increased or income lowered since the forbearance? ( I said yes, due to new child and new business ) Loancare LLC XXXX XXXX : Address : Loancare XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Phone : XXXX Phone : FAX : XXXX Email : XXXX Thank you for your time!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93711
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted the company back in XXXX after losing my job and they offered to help via a Mortgage Assistance form. I was provided an email address, fax and mailing address to send to. The email bounced, so I reached back out to them and got a message that said We are experiencing higher than normal call volume, please call back during non-peak hours. These non-peak hours are never stated, the system simply hangs up. I finally managed to get through and was given yet another email, which did not appear to bounce, and didnt receive any calls asking for more info. This lasted a week or two, then got an automated call asking me to call them. I call and got the high call volume message, and it hangs up. This went on for several weeks before I got someone again, who gave me yet another email. I sent, waited and this started all over again. I got through on Monday, XX/XX/XXXX and was told my house is in foreclosure, no date assigned yet. They said they can still help, send the documents to stop the Foreclosure and I sent. Ive now called everyday this week and gotten right through, but depending on who I speak to, they either have or dont have the documents, OR they need documentation that the form I filled out says they dont need. I had to call 3 times to get to a supervisor just today, and 2 out of 3 times they saw documents, the last lady saw none. I do not wish to lose my house because of company errors. I did what was asked and then some.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77042
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We purchased a new construction home in XX/XX/XXXX. Closed on XX/XX/XXXX. We mortgaged XXXX and currently owe XXXX. We received an appraisal on our property, which we paid for showing that our home is worth XXXX. We are in good standing with the mortgage company and requested PMI to be removed. We received a letter from LoanCare XX/XX/XXXX refusing to remove PMI even though we can show our homes XXXX is less than 80 %. Under the homeowners protection act we are requesting that PMI be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: LoanCare was holder of my mortgage during Covid crisis. I was granted Forbearance in XXXX, XXXX, and extended in XXXX of XXXX Credit report showsmy payments as " Late, ' during entire Forbearance period and it is preventing me, as an XXXX XXXX from getting a reverse mortgage. I was told on XX/XX/XXXX, that I would get an email confirming I was o forbearance during that period. It has not been received. Three subsequent phone calls produced 2 results where my mortgage could NOT be found ( LoanCare transferred my mortgage to XXXX XXXX in XXXX, XXXX ) and the third Customer Service Rep told me that the email would be sent and told me it was marked, " Urgent -Rush. '' It was NEVER received ( I also checked in " XXXX '' ). My XXXX Mortgage has been held up another month waiting for this. Loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A