Date Received: 2022-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I wanted to go over everything that has transpired from the time we ended our forbearance through the loan modification process till the present. After making these 3 initial payments, they sent out a packet that was to include all of the details about the terms of the loan modification. I had to make these 3 payments in good faith, and Im not really sure where that money was applied. After making the XXXX XXXX payment, on or about XX/XX/XXXX. I received a packet via certified mail that my wife and I had to review, get notarized and signed, and send back no later than XX/XX/XXXX. It was difficult to find a XXXX during this time, so I think we sent it on the very last day of XXXX. Our copies of this have the Notary stamp saying XX/XX/XXXX. Here are the terms of the loan modification from the XX/XX/XXXX paperwork ... this is the legal contract that was filed with the XXXXXXXX XXXX XXXX. You can view a copy of this registered with the XXXX XXXX XXXX XXXX. The very first page of the AGREEMENT shows this mortgage supersedes our original mortgage starting XX/XX/XXXX. With in the first week, I was surprised to see a packet from LoanCare. I thought, wow, that was fast. I fully expected to see my copies of the contract with a letter of execution. Not so. It was more loan paperwork. It all looked exactly like what I had just sent in. There was no cover letter explaining anything... just a bunch of blank paperwork with instructions to have it notarized, just like the first set. I looked it over, and there were some changes. I looked over all 9 pages of the new paperwork, and the only changes I could actually find were ; I called and spoke to about a half dozen people over the course of a couple of days, trying to get an answer as to why this was sent to me. At first, the very first woman I spoke to said that if I had already sent it back, not to worry about it. So I didnt. Toward the middle of the month, LoanCare started robocalling me, wanting me to call them back, which I would, and when I called in ... .NOBODY knew anything except that if I wanted to stay in the program, I needed to send this paperwork back. I explained that I had already sent it in, and they said things like : There were changes to the verbiage The first set of paperwork contained an error There were changes One woman even told me that if I had already sent in the paperwork, NOT to send it in again or it would complicate the system and that I should just wait until I get confirmation ... she said that process only takes 48 hours. I was contacted again, this time by a supervisor. I said there was no issue with the first paperwork except that there were some verbiage errors, all of the numbers are the same, and that I should just have it notarized and send it in, or I may lose my modification. I explained that there were in fact changes to the numbers, and he said that that's not what he sees on his end. He said he was going to look into it and call me back. He never did. It was around the XXXX of XXXX I went out and got all of the paperwork notarized yet again ; I included a check in the envelope for My XX/XX/XXXX payment ... assuming that this new paperwork had a XX/XX/XXXX start date and that the increase in the money was probably to offset the missed XXXX payment. We never paid XXXX because our new paperwork said the Agreement had a start date of XX/XX/XXXX. The week after XXXX, we received a packet of executed documents from LoanCare, and I went to the XXXX XXXX XXXX and confirmed that, in fact, the paperwork had been executed. I made the XXXX payment I made the XXXX payment from another bank account which has been closed out. Cant find that statement. I made the XXXX payment XXXX payment, XXXX payment, XXXX payment I think I may have missed the XXXX payment... .I can not find it XXXX payment, XXXX payment, XXXX payment, XXXX payment. In XXXX, XXXX, XXXX, XXXX, and XXXX, I received packets of paperwork to be notarized and signed. All of these packets had the same dates and figures that matched the second round of paperwork that I received last XXXX. Each time, I would call in, and it was like I was starting from square one and working with somebody who had the abilities of a new hire who was brand new to the job. At least 20 people said they would call me back, but nobody ever did. Nobody would ever give me a number to call back and speak to the same person. Every time I would escalate to a manager, and that person would assure me they would get to the bottom of it, nobody ever got back to me. Weekly, Ive been getting robocalls from LoanCare telling me to call them back because they had important, time-sensitive information I needed to deal with regarding my loan ... .and when Id call, NOBODY knew anything except that I was supposed to send in the paperwork. Most of the people I talked with were nice enough but had no ability to do anything. Some of the people I talked to were very XXXX and would tell me that I was the problem and that I needed to do my part and send the paperwork back because it contained verbiage that needed to be changed and that it was my responsibility to work with [ them ] to solve the issue and that I wasnt living up to my end of the agreement. Since I went into forbearance, I have not had access to my online account. Im blocked from using it. I was set up for E-notifications, but since Ive been locked out, I haven't received any statements showing that my payments have been applied. I have no idea where this money is. From time to time, I will get Loan default paperwork saying that I haven't been making payments and I'm running out of options ... would I like to see if I qualify for a loan modification. This week I received a default letter. What really makes me aXXXX is what this process has done to my relationship with my wife. She trusts me, and were good... but she has so much XXXX about losing the house now, and it just doesnt stop. She doesnt work and stays home for our animals and the kids, and she feels absolutely helpless. That sXXXX, and it makes me very XXXX that this company is doing this to her, and I have no recourse cause I can not choose my mortgage servicer. In XXXX... we finally found someone who we thought was getting to the bottom of this, her name was XXXX ( yes, that is how she spells it ). She said all I needed to do was pay the XXXX payment. We havent sent that in yet. I get paid tomorrow, and Ive been working 7 days a week, and I finally got caught up from a 6-week layoff over the summer, I mean, I was going 5-7 days with ZERO money to buy food with or buy gas with to get to work with, I cant work out anything with my biggest creditor cause they are XXXX, I cant get out of PMI because they are XXXX, I feel like I should sue them for emotional distress ... .its been the hardest financial time of my life, and Ive been busting my XXXX to get enough money to make a double payment and not lose my health insurance because Im spending money on the mortgage and the last payment I sent they refused and sent back to me. Yesterday they sent a letter starting foreclosure. I have someone from the State Attorney General trying to make headway with them but Im waiting for some progress. They are still calling me. I called them back today and was on hold for over an hour before my boss lid into me saying that I need to get some work done. When I get home I have kids and a family but Im going to have to call LoanCare and spend the entire evening surging with them just so have this all start over again because nobody is listening to me. Not looking forward to call them and find out what the XXXX is going on, and Im feeling pretty defeated and really XXXX. My fear is that Ultimately Im going to have to file bankruptcy to stop the foreclosure. That will end my marriage. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I would CFPB to look at my account dates are wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the Covid Pandemic I was laid off and had to make changes to my mortgage through the Loss Mitigation Department. But during this long Process Loancare LLC continued to report negative/late payments on my credit report which waiting on the Paperwork to be sent to my address from the loss mitigation department so that I could file them out and get them back to them. I have tried correcting this issue with them directly and in 8 mouths nothing has yet to be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2022-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently closed on the sale of a home in the State of Florida on XX/XX/XXXX the company that I made payments too during the existence of my mortgage is called LOANCARE This above mentioned company engaged in unfair mortgage practices and failed to disclose important information in a concise and clear manner to me the homeowner and in doing so this company failed to keep a faithful allegiance to the law by trapping me into a mortgage modification that was unfair, under duress, unclear and hypocritical to fair mortgage lending practices. My former home was impacted with significant damage during a Hurricane on XX/XX/XXXX, I purchased the home on XX/XX/XXXX As a direct result of the hurricane XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX when I was placing a bucket on the floor to collect rain water that had began to penetrate the home through various sections of the home during the hurricane. I contacted the insurance company shortly thereafter the Hurricane damage had been assessed, I also contacted FEMA and I also contacted LOANCARE The insurance company passed the buck on to FEMA neither the insurance company nor FEMA did anything to help me repair the home I needed money urgently to repair the home that I shared with my wife and children. I did not have the finances to repair the home and was living under third world conditions with bags taped to the ceiling where the sheetrock had collapsed the damaging rain waters destroyed the carpeting throughout sections of the home walls were damaged the garage ceiling was damaged furniture was destroyed needless to say things were exceptionally bad for myself and my family for several months when it rained outside it rained inside of our home I received a check for {$340.00} from FEMA it took FEMA 30 days to assess the damage to my former home it took them another 30 days to send me that check. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for whom I worked for during the tragic events on XX/XX/XXXX. Since I did not get any help to repair the home from neither the insurance company or FEMA I contacted the Small Business Administration also known as SBA and they sent out a contractor to look at the damages to the home the SBA approved me for {$75000.00} to repair the home of which {$62000.00} was used to get the home up to livable standards, I held up my obligation to repair the home that I wanted to walk away from after the damages to the home and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I had no place to go I suffer from XXXX and several other XX/XX/XXXX related XXXX LOANCARE placed me into a six month ( 6 ) non payment plan as it took six months ( 6 ) to repair the home from the damages caused by the Hurricane. I informed LOANCARE step by step of each step during the rehabilitation process of the home upon the completion of the repairs I contacted loan care to resume payments with the understanding that they would discount the amount of the SBA loan as I secured our competing interest in the property and they disgustingly placed me into a loan modification program that took the six months that I did not pay as the home was being repaired and placed it unto the back end of the modification without making this clear to me I found out that LOANCARE never discounted the loan from the loan modification agreement that they sent me when I contacted them in XXXX to resume my mortgage payments under the original note terms. LOANCARE engaged in unfair practices and failed to make the terms of the modification clear to me knowing that I took out a loan to repair the home that we both had a secured interest in. Upon the sale of the home on XX/XX/XXXX I paid off the mortgage the SBA loan and LOANCARE took an additional {$62000.00} dollars as they said I had a third mortgage with them for the six months of non payments that accrued with interest during the time the home was under rehabilitation. This practice is totally unconscionable and unfair as I never abandoned the home and took out a loan to repair the home that myself and LOANCARE had a secured interest in the same amount of money that I borrowed to repair the home LOANCARE without my knowledge failed to disclose this from me had I known this what would of been the purpose of me borrowing money to repair the home we both had a secured interest in only to have to repay back the SBA loan of {$62000.00} dollars and then also pay LOANCARE {$62000.00} dollars upon sale of the home how is that equitable to a homeowner who suffered damages to the home he shared with his family and was also XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, all of this is documented by SBA records, medical records and photos of the damage to the home. I did not get any financial assistance from the home owners insurance policy and received a check from FEMA in the amount of {$340.00} dollars. I contacted LOANCARE to get a better understanding of how is it that we both have a secured interest in the property the home suffers significant damage I XXXX XXXX I took out a loan to repair the home LOANCARE placed me in a six month non payment plan as the home was being repaired and when I sold the home those six months cost me an additional {$62000.00} dollars, this can not be legal mortgage practices and mortgage holders need to be made aware of this practice so that they don't fall prey to predatory lenders like LOANCARE. That third mortgage that was almost the exact amount of the loan never was on my credit report and I was informed of that amount two days before selling the home this can not be legal practices by a mortgage service provider. I want LOANCARE to pay me back with interest for the loan that I took out with the SBA to repair the home and for LOANCARE to refrain from those practices in the future with other homeowners similarly situated during times of duress and only find out about this practice when the homeowner decides to sell the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights under 15 USC 1681section 602 I have the right privacy. 15 USC 1681 section 604A Section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USCS 1666b may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a call from LoanCare on XX/XX/XXXX where I was notified that I was approved to make trial payments for a loan modification. This came as a surprise to me because I had already completed trial payments after ending COVID-19 forbearance and had been disputing with LoanCare on the matter since XX/XX/XXXX. The LoanCare rep was also calling to confirm if I had received the documentation for the trial payments which I had replied no. I also informed her that I shouldn't be in a trial payment plan as I was already in the modification process. She said " okay '' and ended the call. I communicated with another LoanCare rep on XX/XX/XXXX who again told me that my trial payment was approved and due at the end of the month. I told her that I was already in the modification process to which she responded " yes, I see that your file is with underwriting, and I'm not sure why you're scheduled to make trial payments ''. I also notified her that I had not received any documentation regarding said trial payment plan. She replied that she would get the documents sent. On XX/XX/XXXX I communicated with another LoanCare rep who informed me that my first trial payment was due before the end of the month. I told her that my loan was already with underwriting and inquired as to why I had to do trial payments. I was placed on hold while she got clarification from a supervisor. At this point I added my VA housing technician to the call and we both waited for the LoanCare rep to report back. I was informed that my modification was approved and that the trial payments were part of the modification. I explained that I had already completed trial payments last year and have been waiting for XXXX year and XXXX months for LoanCare to provide me with my monthly mortgage payment. She explained that it was a new year and the previous trial payments I made were void. I also inquired as to why the trial payments increased by more than {$300.00} than my previous mortgage payment. I was told that " this is what the interest rates are now ''. I explained again that I had been waiting for LoanCare to provide me with a payment for over a year after ending my COVID-19 forbearance, and now due to their mishandling of my loan, I am impacted financially because interest rates have increased. I again told her that I have not received any documentation regarding the trial payments, despite their system stating it has been sent. After several minutes of silence, the VA housing technician and I found that the LoanCare rep was no longer on the line. The VA housing technician has also been waiting for a response from LoanCare for over two weeks as to the breakdown of the $ XXXX increase in the mortgage payment. Despite not having any trial payment documentations in hand, which I believe I am legally due, I made the first of the trial payments on XX/XX/XXXX. I have yet to receive the payment confirmation email the LoanCare rep said I would receive within 24hours, nor has the amount been debited from my account. As of XX/XX/XXXX I do not know when my trial payments are due, or where to make the payments. I can only hope that the customer service rep will apply my payment correctly so that LoanCare does not mark my payment as late and inaccurately report to the credit bureaus as they have done before to me and so many other LoanCare clients. I can also only hope that they don't disqualify my from the loan modification due to them not processing my payment in a timely manner. I am requesting documentation for the trial payment plan. I am requesting receipt of the timely trial payment made on XX/XX/XXXX. I am requesting a cost breakdown related to the increase of the $ XXXX increase in my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been working with XXXX XXXX to get them to help us get current on our mortgage. They have sent the paperwork requesting information to LoanCare at least twice. We have called LoanCare several times to see the status of the paperwork and every time they give us a different answer and tell us no one can get on the line to help us get this corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: LoanCare Attn : Credit Bureau XXXX XXXX XXXX XXXX XXXX, VA XXXX Tuesday, XX/XX/XXXX To Whom It May Concern, This letter serves as a request to have the missed mortgage payment note/line removed from our credit report. In XXXX of XXXX and again in XXXX of XXXX, our bank account balance did not exceed the scheduled mortgage payment amount and the payment ( Im unsure which one got flagged ) was missed. We are in the process of catching up on this and as of Friday, XX/XX/XXXX, the account will be caught up. The way our Credit Union displays transactions, I was unaware that there were any issues in XXXX and XXXX, as all four payments showed up as - {$1000.00} on my bank statements. What we didnt realize is that those actually didnt come out of the account. As our records show, since we bought our first home in XXXX of XXXX, we have never missed a mortgage payment. This is a hiccup in the process. Additionally, LoanCare payments that we schedule on Fridays ( payday ) are being pulled 5+ days later from our credit union. For a family living paycheck to paycheck as to pay down debt, this makes budgeting very tricky. Were hoping this is an issue we do not encounter in the future and look forward to a speedy resolution. Please do not hesitate to reach out with any questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63010
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have sent multiple loan modifications to this company. I have sent one on or around XX/XX/2022, another on or around XX/XX/2022, another on or around XX/XX/2022 and a final one to both the attorney and XXXX XXXX on XX/XX/2022. They are misrepresenting the information I am sending, stating it is an incomplete package, even though I have sent all documents they have requested of me. My loan modification has been delayed for over 60+ days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX like millions of others we went on a XXXX forbearance due to unemployment and lack of childcare, all seemed well and Loancare LLC XXXX seemed very helpful most likely to it being a law I assume now. I requested an extension 6 months later and then after that bringing our forbearance term to the end of XX/XX/XXXX, at which time I was then contacted by XXXX who I thought was a legitimate housing counselor due to them having my personal information. For 2 months I communicated with them solely as instructed being told to be patient, thinking there would be a resolution. There was not. I was later informed that our personal information was stolen by someone that hacked the servers of XXXX XXXX XXXX XXXX aka LoanCare LLC. I then received my foreclosure notice in late XX/XX/XXXX of which I made contact with LoanCare LLC, as the letter gave me different options I chose the mortgage assistance application route. Apparently in doing so it voided my pre-approved Covid-19 modification option I was told by one of the supervisors I spoke with in late XX/XX/XXXX and put me on a regular modification request which requires paper documentation and that is where my vicious cycle we have been stuck in since began. I contacted a XXXX IXXXX XXXX XXXX on XX/XX/XXXX XXXX after yet another request, she informed me that she had found my documents and forwarded them to the processing department but I have been told this before to no avail. These documents have personal information included our children 's XXXX XXXX XXXX where are they going. Which brings us here, today XX/XX/XXXX at XXXX per my HUD approved housing counselor XXXX representative XXXX XXXX XXXX We desperately need help to keep our home for our family of XXXX including XXXX young kids, XXXX infants. For further information we are fully qualified and approved for a {$20000.00} grant from the NH Homeowner Assistance Fund. Thank you.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A