Date Received: 2022-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LoanCare Complaint XX/XX/XXXX I. LoanCare sends request for additional documents to support Loss Mitigation Assistance : Unemployment benefit award letter OR 60 days recent consecutive bank statements showing unemployment income deposit Dated XX/XX/XXXX ( received XXXX XXXX, XXXX ) BY XX/XX/XXXX Responded by email with Award Letter to email address located on request letter on XX/XX/XXXX. XXXX. LoanCare sends request for additional documents to support Loss Mitigation Assistance Unemployment benefit award letter AND 60 days recent XXXX bank statements all pages even if blank Dated XX/XX/XXXX ( receive XX/XX/XXXX ) BY XX/XX/XXXX Responded by email with both Award Letter and bank stmts email address located on request letter on XX/XX/XXXX. XXXX. Received letter dated XXXX XXXX, XXXX stating my home was in FORECLOSURE XXXX calendar days before a scheduled FORECLOSURE SALE and my application for assistance was incomplete. Called day after receiving letter on XXXX, XXXX and verified Application IS COMPLETE and foreclosure stopped. IV. Received XXXX XXXX XX/XX/XXXX ( received XX/XX/XXXX ) stating application complete and LoanCare must deny or submit a written offer for foreclosure prevention alternative within 30 calendar days after XX/XX/XXXX. As of XX/XX/XXXX have received neither a denial or foreclosure prevention offer. V. Received Letter Dated XXXX XXXX, XXXX ( received XX/XX/XXXX ) Stating my Mitigation Assistance is pending Missing Third Party Documentation, and no action is required by me ( the Borrower ). VI. Investigated the status of financial assistance ( supporting missing payment during forbearance periods ) provided by XXXX XXXX XXXX program and found that it is stalled due to : Awaiting Mortgage Servicer Information LoanCare is not responding to requests to State Assistance organization provide funds to pay LoanCare? Is LoanCare proceding with foreclosure to try and strip me of the equity of my home I have been procuring for the last 20 years of paying my mortgage, only to lose it to a bank involved with my loan for less than 3 years? It seems that LoanCare is running out the clock on my time. Without a single point of contact, which LoanCare has offered but in reality will not allow me to contact, I am at a loss for who to talk to at LoanCare. Every time I call I get a different status reported on my account with a different ( well trained ) representative. XXXX. Additionally, LoanCare has sent an attached notice Dated XX/XX/XXXX ( received XXXX XXXX ). Only recorded one call where my payment for this demand was refused by the XXXX XXXX, XXXX. I have also requested a copy of the Promissory Note, containing my signature and contractual obligation of both parties, without response. I am also restricted ( and hence discriminated against ) from using the online services to organize and handle communication, payment, documentation needs, enjoyed by every other borrower.
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: 2022-09-23
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: I have applied for Mortgage Assistance through my loan servicer, Loancare LLC. I had been keeping in contact by phone. The first time I called to check the status, I was told of the documents that I was required to submit. I submitted my documents, then I called a week or two later. I was told that the application was complete and being reviewed, and that I would be contacted soon. I did not get a phone call, letter, or email, so I called Loancare myself, another week or two later. I was told at first that the application had expired. I was confused and told the person I was speaking to, that I was told I would be contacted regarding my application and no one had. They looked into it further, then told me it was denied and that I had only until XX/XX/22 to appeal. I advised the person I was speaking to, that I had also applied for the Mortgage Relief Program and all they said was they would make a note of it. On the CFPB website it says I should have been told of all my options, including a forbearance, and that I have 30 days to appeal and the right to submit a new application if material changes have occurred in my financial situation, which they have. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93705
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did a trial mod with LoanCare, and completed paperwork successfully, got approved the paper work was sent to LoanCare over a month ago, on XX/XX/2022. I have made numerous phone calls requesting my loan modification paper work with no response. LoanCare can not or will not tell me when my paper work will be sent. I call them every day to get the same reply LoanCare telling me they do not have me an answer. I am told they will escalate the file but nothing ever gets done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37803
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: . I. Purposely, granted original Forbearance period to start after 2 month delinquent status XXXX XXXX XXXX XXXX XXXX. Applied in XXXX XXXX, Forbearance Application completed XX/XX/XXXX stated in a letter dated XX/XX/XXXX? Started XX/XX/XXXX, ( 6 months application process ). II. Request for all loan history ( prior to acquisition XX/XX/XXXX ) including payment, promissory note, etc. honored only in part. III. Discouraged financial management of account by : * Discriminated against by removing access to online services, e.g. Online payments, account history, etc. Had to phone in all payments, waiting on hold for hours, disconnected often * Phone conversation resolution, reporting of status differed with each representative, and refusal of conversation recording. * Not clear what kind of agreement or type of forbearance ( i.e. COVID/unemployment ) I was under at any time following XX/XX/XXXX. * Sent Default Notice XX/XX/XXXX after unable to accept XXXX XXXX offer ( monthly rate exceeded my income by 107 %. ) And after paying full mortgage payments of {$2300.00} XX/XX/XXXX - XX/XX/XXXX. * Requested proof for reasons for denial of resolution offers XXXX. delinquency period disqualification with payment history. * XXXX XXXX XXXX XXXX ( XXXX ) not given access to. Given several " Mitigation Advocate '' contacts in writing but denied access or communication with this single point of contact. Forced to discuss with new representative each time with a different status of my account reported. To date I have no idea if my house is in foreclosure, default or status of the current completed assistance application
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: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried make payments in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The money was withdrawn from my account by the bank, and still they marked my report 30 days late. I was NOT late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I inquired with XXXX XXXX ( my mortgage lender at that time ) regarding a forbearance under the CARES Act XXXX in anticipation of my wife being XXXX XXXX in XX/XX/XXXX. I was not aware that during my inquiry it was the beginning of my forbearance as I was not informed by the representative and I just made my XX/XX/XXXX payment. I was informed that my loan terms will resume after 12 months of forbearance with my missed payment added in the back end of the maturity term. For the next 12 months starting in XX/XX/XXXX, I was in forbearance with XXXX XXXX After the 12 months period, I was informed by XXXX XXXX to resume my payment on 1st of the month under trial payment plan for 3 months ( XX/XX/XXXX- XX/XX/XXXX ). I was confused by this but complied with their trial payment plan. After making my first payment in XX/XX/XXXX, I received a letter stating that my loan was transferred to LoanCare , LLC. I called LoanCare , LLC to make a payment per XXXXXXXX XXXX unwritten term. LoanCare , LLC stated that they will rectify any issues that XXXX XXXX made as soon as they receive all the records. I continued to call every month to request a status of my request of Partial Claim under the VA Partial Claim Program. LoanCare , LLC continued to inform me that they do not have the complete records. LoanCare , LLC received my records in XX/XX/XXXX which at this time the lender informed me that they are still working on my request. This same information was relayed to me as I call in every month to make my payment. It was at the end of XX/XX/XXXX when I called to make my XX/XX/XXXX mortgage payment that they informed they did a Loan Modification. The Loan Modification is not a Partial Claim that I have requested despite of them stating that I was not approved for Partial Claim. I have called the VA in which LoanCare , LLC reported a forbearance requests ( which was approved ) from XX/XX/XXXX - XX/XX/XXXX. This forbearance was NOT requested by me as I made my monthly payment. LoanCare , LLC also reported to the VA that a loss mitigation letter sent to me in XX/XX/XXXX, which I never received because they kept stating they do not have ALL my mortage records from XXXX XXXX ( previous lender ). Also, LoanCare , LLC did NOT apply for a VA Partial Claim on my behalf as they informed me I was not approved. The Loan Modification terms is resetting my remaining 25 years back to 30 years, and my rate of 2.75 % ( which I purchased a few years back ) is increased to 3.50 %. This is not the terms that I was informed and agreed with XXXX XXXX under the CARES Act of XXXX forbearance of VA Loan. This loan modification of LoanCare does not lower my monthly payment which is what a loss mitigation supposed to be. All it does is that it resets my loan terms and increase my monthly payment from my original. I have asked LoanCare , LLC to process and submit a VA Partial Claim which they have not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a loan through LOANCARE. I refinanced my loan to get a better rate with XXXX. My loan financed on XX/XX/2021. XXXX asked for two payoffs on XXXX and XXXX of XXXX. They never received a response. LOANCARE says it was paid off on XX/XX/2021. Now they have put a 30 day delinquency on my credit report. I am now trying to get a XXXX loan and can't because of this. If I would not have tried to get this loan I would have never known and my credit would have kept going down. No one ever called me and told me that I was 30 days late. This mistake is killing my credit. LOANCARE has bad customer service and they don't care if your credit is ruined. XXXX is the worst escalation agent ever no help at all. STAY AWAY FROM LOANCARE!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93308
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOANCARE LLC HAS MY CREDIT REPORT REPORTING INCORRECTLY. IN THE MIDST OF LOAN MODIFICATION THEY KEPT REPORTING LATES AND THIS IS NOT CORRECT. THIS HAS BEEN ADDRESSED SEVERAL TIMES AND WILLING TO SUE THEM FOR THESE ERRORS. I HAVE SERVED THIS COUNTRY AND THEY DON'T SERVE ME CORRECTLY. I AM SHOCKED WHEN I PULLED MY CREDIT AFTER GETTING DENIED THAT THIS WAS SHOWING THE WAY IT IS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33897
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After filing a complaint with you against my mortgage servicer, Loancare, on XX/XX/XXXX, I called them. On XX/XX/XXXX, XXXX from Loancare informed me that they are now interested in mitigation and helping me to keep my home. I asked her why they haven't responded to the Michigan State Housing Development Authority 's ( MSHDA ) multiple requests for the V Record. She stated that the payment is now being processed. She stated that Loancare has known since XXXX that I had Michigan Housing Assistance Fund ( MIHAF ) approval, even though they never responded. She stated that just today, on XX/XX/XXXX, less than 24 hours after receiving my complaint, they decided to contact their attorney and cancel the sheriff sale of my house, which was scheduled for XX/XX/XXXX at XXXX XXXX I was then contacted by XXXX, my caseworker at MSHDA, who is processing my MIHAF fund. He stated that he has contacted Loancare in writing on multiple occasions, and has not received a response. He stated that I could lose my grant if Loancare does not respond in a timely manner and confirm they will accept the funds and cancel the sale of my house. We are trying to give them {$25000.00} and they refuse to respond. He has contacted XXXX XXXX and XXXX XXXX on multiple occasions, most recently on XX/XX/XXXX, XXXX, and on XX/XX/XXXX. They are playing games with federal funds. XXXX from MSHDA confirmed that Loancare is NOT FOLLOWING DUE PROCESS. They did not ever send me a new mortgage agreement, they never notified me of foreclosure in any way whatsoever. They just showed up at my home on XX/XX/XXXX and taped a notice to my front door, stating that my house is being auctioned off on XX/XX/XXXX. They do not have the right to sell my house. XXXX also informed me that he has MULTIPLE clients who are having their homes ILLEGALLY SOLD BY LOANCARE. Loancare is refusing to respond in EVERY SINGLE INSTANCE. I told XXXX about this website, the Consumer Financial Protection Bureau. I told him that, like magic, within 24 hours of filing a complaint against Loancare, they contacted their attorney and cancelled the auction of my house. He said he has MANY people who are ABOUT TO BE XXXX BECAUSE OF LOANCARE 'S ACTIONS. He is going to have all of his clients file a complaint so that hopefully LOANCARE will stop trying to STEAL PEOPLE 'S HOUSES. I called Loancare back after speaking with MSHDA. I spoke with XXXX in the Bankruptcy Division. She told me something different than what XXXX told me earlier today. XXXX told me that Loancare has known about my MIHAF funds since XX/XX/XXXX, not XXXX like XXXX said. When I asked her why they were not responding to MSHDA, she told me that they would take at least 30 days before they would provide a response. In that time, I would lose my grant. My FEDERAL grant. My FEDERAL mortgage loan is being used to crash the housing market, by abusing FEDERAL funds. PLEASE STOP LOANCARE FROM CRASHING THE HOUSING MARKET AND LEAVING MILLIONS OF PEOPLE XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I filed for XXXX XXXX Bankruptcy Protection. My plan was completed and an order was entered granting a debtor discharge on XXXX XXXX. The case was subsequently closed on XX/XX/XXXX. There were mortgage arrears put through my plan at the time I filed for bankruptcy, which were paid in full. On XX/XX/XXXX, XXXX XXXX, lawyer for XXXX XXXX XXXX, filed a response to the final cure that I was not current on post-petition arrears in the amount of {$6600.00}. I questioned this amount because it did not seem accurate to me. My billing statements for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX showed there were no payments due and that the company owed me money. I believe I may have accrued post-petition mortgage arrears, however I believe these arrears were due to incorrect billing statements sent to me by my mortgage company XXXX XXXX XXXX and their loan servicer Loan Care LLC. I also believe the lawyer, XXXX XXXX, for XXXX XXXX XXXX may have misfiled my payment amount ( Notice of Payment Change ) with the bankruptcy court for the year of XXXX. The document shows that my payment due was {$1300.00} beginning XX/XX/XXXX. Despite this I received bills from XXXX XXXX indicating a higher payment was due. I later found a document for a client by the name of XXXX XXXX included with my paperwork. Her payments due were {$1300.00}. I called XXXX XXXX XXXX on XX/XX/XXXX at approximately XXXX and spoke to XXXX XXXX ID XXXX ). She told me that I owed {$6600.00}. I asked how this was possible. She stated that I owed a partial payment for XXXX ( my billing statement showed no payment was due, though I made a full payment ) and a payment for XXXX ( statement also indicated no payment due ). I asked why this didn't reflect in the bill I received and was told because it's post petition. I was also told that they are owed {$640.00} from the bankruptcy, even though my response to final cure shows all payments were made. She told me they were holding an unapplied amount that I paid to them of {$1500.00} in a suspense account. That amount is more than XXXX mortgage payment. I was also informed that there were misapplied payments from XX/XX/XXXX to XX/XX/XXXX. She did not tell me how or where they were applied. I have several statements that indicated I either owed no money, or owed partial payments. I turned this information over to my lawyer, XXXX XXXX. He has been working on this issue since we got the response for the final cure in XXXX. Despite our attempts, XXXX XXXX will not turn over accurate records. During this they sent me several misleading/confusing documents, One stated I owed a payment for XXXX plus the late fee and then I received another letter stating I owed the payment with no late fee. Both were dated the same day. In XXXX, I received a Notice of Intention to Foreclose, indicating there was a default of {$6000.00}. I was continuously making payments at the time, however, they stopped taking my money in XXXX. They sent my attorney a letter with reinstatement figures of {$8000.00}, of which {$380.00} were additional fees. My mortgage did not need to be reinstated. I just wanted accurate/concise documentation. I disagree with the reinstatement figures, and do not feel I should be held responsible for additional charges as Ive been trying for months to get an accurate amount to cure my post-petition arrears. XXXX XXXX has sent me into collections and into foreclosure. I have requested a figure to cure the loan just so they stop tacking attorney fees and foreclosure fees on me. As of today, XX/XX/XXXX, Ive yet to get that amount. In addition, a deed transferring my property from myself and XXXX XXXX to just myself was filed with the XXXX XXXX XXXX on XX/XX/XXXX. The Deed and Mortgage are solely in my name. The mortgage company continues to address XXXX XXXX XXXX with all documentation, even going as fas as tracking down his new address and sending my info to him. My attorney has advised both XXXX XXXX and their attorney of this and they continue to send him notices. On a final note, XXXX XXXX has consistently been late in forwarding my mortgage statements to me. My attorney attempted to address this with correspondence to them on XX/XX/XXXX and they continued to arrive late, causing me to accrue late fees. I want this rectified. I want my accurate figure. I have copies of all payments remitted to XXXX XXXX and Loan Care LLC. I should not be charged fees and be thrown into foreclosure because of their failure to provide me with clear, concise records that I requested months ago. I have included several documents, including some of the incorrect statements they sent to me. I have copies of all payments made and can provide any additional information if necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A