Date Received: 2022-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was not recorded and affecting my ability to VA refinance. I am currently in the process of doing a VA cash out refinance loan, appraisal ordered and paid, rate locked and just found out the present lender never recorder my mortgage in error. Mortgage not being recorder is hampering my ability close on this loan. I contacted ( XXXX and XXXX ) my servicer NewRez and they could not provide my with a direct contact information to my lender in order to expedite this problem and to top it off XXXX hung up on me.. My rate lock will expired in about 10 days and I need to mortgage to be recorded ASAP and cant seem to obtain the proper assistance. I have attached a copy of my mortgage statement with all the pertinent mortgage information to hopefully assist you with expediting the recording of my mortgage. Also About 6 months ago I attempted to do a VA refinance directly thru my NewRez servicing company. They ordered appraisal ( paid by me ) ordered title report. Why did they not notice my mortgage was not recorded then? I am available for you call after XXXX Central time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My FHA mortgage servicer, Loancare, completed a COVID modification and partial claim on my FHA mortgage in order to lower my payments. HUD required them to also add to the partial claim any actual and ANTICIPATED escrow shortage. However, they apparently did not do this and now they have issued me a bill for anticpated escrow shortage of {$2800.00}. This has raised my monthly payment back to almost what it was before the modification and paratial claim, thereby negating any benefit I received. Also, every single time I call to speak to them, they tell me the call volume is too high and refer me to their website or automated system. It's absurd and these people are inept and should not be a servicer for any FHA loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: LoanCare is reporting late fees on my credit report when the account is already paid and closed. With the 15 USC 1681 Section 602 States I have the rights to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under a 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: FL
Zip: 34758
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LOANCARE unilaterally voided a loan modification blaming the Veterans Administration See attached complaint regarding LOANCARE , LLC Servicing :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB closed a previous complain without chance to answer, loan company did never send any documentation about the fraud their are committing. The previous letter send XX/XX/2022 thru CFPB portal did not response all customer demands, without resolving this issue, loan company are committing fraud adding balance to a mortgage payment, payment that was pause during covid bringing this wrong amount due, CFPB are not following te correct steps to fix this situation, and loan mortgage company are committing mortgage fraud, I required a lawyer involved in these matter since loan company is refusing to provide all documentation that I requested thru CFPB complaints
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I received a bill and escrow statement showing a shortage of roughly {$3500.00} in my escrow account, the payment for XXXX was {$2300.00} and the new payment for XX/XX/XXXX ( and moving forward ) was roughly {$3000.00}. My payment for XXXX was automatically withdrawn from my account and paid on XX/XX/XXXX and I called Loancare on roughly XX/XX/XXXX. Since this was a large increase I called Loancare, the company my mortgage is with to make sure the information was correct. It was. The individual at loancare suggested that I could lower the new monthly payment by asking for an extension over 2 to 3 years. I said that's a great idea and requested 3 years, he said someone would reach out to me in 3-5 business days. I never received a call so I checked the account online after 5 business days, and it had given me a late fee of {$60.00}. I called Loancare for explanation and after a long conversation realized that the new escrow amount was put into effect on XXXX which backdated, so it showed my payment was short- which it wasn't. I explained the situation and was told the problem would be rectified in 3-5 business days but that the late fee would be removed, I asked if their error would affect my credit and they said no and in fact put something on the account to say the credit should not be altered while this was figured out. Come to find that it did hit my credit and shows up as a XXXX point deduction and I discovered such on XX/XX/XXXX. After 5 business days no one reached out, so I contacted Loancare again and they continued to do escrow analysis ' and not change the date of the first payment, I once again asked about credit and they assured me it would not cause any problems. Over the next few weeks I continued to have the same problems calling in a total of 8 times between XXXX XXXX and XX/XX/XXXX. Twice I was told I would be called back and I never was. Come to find on XX/XX/XXXX, after receiving letters of default, they also pinged my credit for XXXX additional points ( XXXX total ) although I continue to be told by them that nothing will happen to my credit. No one has helped, I keep being told 3-5 days or 24 hours before a call will be returned and it never is. With a default on my credit I won't be able to borrow money or do a HELOC which I had planned, they are affecting my current and future buying power and the company does not deserve to operate with such poor consumer service and gross negligence. Please Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX No refund sent I received a letter from LoanCare claiming they issued me a refund check on XXXX, XXXX, XXXX. For an excess of funds in the escrow account. They claim the check was never cashed and offered to reissue the check to me. They ask me to complete a simple form and fax it to them. I complete the form as required and faxed it to the provided number the same day. They never sent me the check, and instead it went to the States unclaimed funds department. I now must go through the State to get my refund. XX/XX/XXXX Mortgage Assistance I received a letter from LoanCare that I qualified for a loan modification and HUD partial claim. This was good news for me because interest rates were low, and I could lower my payment. This was also important for me because the pandemic took a toll on my income, like so many other people. My wife passed away in XXXX of XXXX. This made the forbearance and partial claim even more necessary because of losing her income. I filled out the Mortgage Assistance application on XX/XX/XXXX. On the application I noted that my wife was Deceased. I even attached a copy of the death certificate. I received a notice dated XX/XX/XXXX that my application was received and under review. I eventually received a contract in the mail with instructions to sign and get it notarized. I noticed that my wifes name was on the contract for signing. Knowing this could be a potential issue, I called LoanCare and let them know that the contract I received still had my wifes name on it asking for her signature, but she was deceased. After the representative supposedly investigated it, I was told it was okay to go ahead and sign the contract anyway and leave my wifes signature blank. I went to my local credit union and had the manager notarize all the documents exactly as the instructions required. Signing and dating page after page. I sent the contract back and a few days later I received in the mail another contract to sign. Apparently, the underwriters had a problem with my wifes name being on the contract with no signature... So, it was off to the bank again to sign, notarize, and send. We thought that was the end of it. To our surprise a few days later we received yet a 3rd contract. After waiting HOURS on hold, speaking with one supervisor after another. Trying to figure out what was wrong with the second contract we signed so that we could avoid any further hang-ups, the rep on the phone said it was an error on their end. Fine, we take the 3rd contract in and sign, notarize, and send it back. Third times the charm, right? A few days later I receive a 4th contract in the mail. XX/XX/XXXX I receive a letter from LoanCare stating that it is working with a third-party representative that will be visiting my home to assist me in completing and notarizing the contract. I guess the fourth time was the charm. I was still never told why the previous 2 contracts did not pass the underwriting process. XX/XX/XXXX - Payoff Statement LoanCare issued me a payoff statement that I did not request. XX/XX/XXXX - Security Incident I receive a letter from LoanCare notifying me of a Security Incident involving unauthorized access to our file servers was identified in early XX/XX/XXXX. An unauthorized person obtained access to files on our file storage servers from XX/XX/XXXX to XX/XX/XXXX. The accessed files were then reviewed by our investigation team to identify the content. On XX/XX/XXXX, the review process generated a preliminary list of individuals, including you, whos name, address, loan number, and Social Security number were used to mail notification letters. For some, the accessed files may also have included information provided in connection with a loan application, loan modification, or other items regarding loan servicing. XX/XX/XXXX Cant make online payments I have given them ample time to update their website, but to this day I still can not make a payment online. I must call in and speak with a representative to pay the correct loan and amount. They make me log into 2 different websites, including verifying a code over the phone, two separate times. Once I finally get to my dashboard, I cant even see my updated loan information. All the information on the website including my Loan amount, Interest Rate, and Payment is OUT-DATED. There is no updated loan information according to the loan modification contract I signed. That means I cant make an accurate payment on the website because the Minimum payment due is for the previous loan. This makes their website useless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43119
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare LLC is refusing to accept payment from me for my mortgage. The loan recently transferred servicing to Loancare on XX/XX/26 but loancare is refusing to accept payment, violating the terms of the original mortgage, as there is no way for me to make a payment before the payment due date. I called their customer service line today XX/XX/26 and the person stated that they will not accept payment from me for another XXXX days, even though I have made every effort and in fact spent hours and hours today and previous days as well trying to make the payment. This violates the terms of the original mortgage, and will cause my payment to be late, despite me doing everything that a human can possibly do to make my payment. Loancare LLC will not accept my payment by any payment method until after the payment is due, they are trying to force me into foreclosure despite me being willing and able to make a payment and trying every possible method to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: They report my account as delinquent when it was paid off. they also sold the account and maybe decided to throw my account under the bus in the process. their phonenumber also doesn't work, XXXX XXXX. I recall this company giving me a hard time with the pay off statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Complaint # XXXX was started on XX/XX/XXXX by phone. I was instructed to log into the site and attach documentation about XXXX/Loancare. When I logged in the only way to enter data is to start a complaint. Please advise if the complaint # is valid? See complaint # XXXX, filed XX/XX/XXXX Will attach the 4 pages of documentation requested by one of your customer service representatives on Friday XX/XX/XXXX. She gave us the websiteconsumerfinanc.gov. Upon entering the website there was no link or place to attach the 4 pages with complaint #. Please call me to verify that you have received the attachment of 4 pages. My name is XXXX XXXX cell XXXX XXXX XXXX I am providing mortgage to XXXX bank in Virginia. My monthly payment is {$1300.00}. I went into forbearance of XX/XX/XXXX through XX/XX/XXXX. Then I came out of forbearance by instruction of XXXX. I am current on my mortgage through XXXX. I wanted to refinance my house with a different lender so to get my credit ratings, we went to the credit bureaus. Only two of them accepted my credit. XXXX reported I did not make my payments from XX/XX/XXXX through XX/XX/XXXX. I notified XXXX of their error and I wanted it corrected. I was told their information is correct and that I made no payments. I was in forbearance. I am losing my interest rate advantage and it will cost me more to refinance my home now. Loan Care is a partner of XXXX bank. When I called I was told that the research team does not speak to people it all has to go through customer service. On my statement it shows all payments have been made, I have no late payments and my account is up to date. I have been trying to refinance for the last five to six months. While in forbearance my payments are not to be reported as late or missed. There are no negatives showing on my mortgage statements so there should not be negatives on my credit report. My forbearance instructions that stated I would not be counted late, I would not lose any interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A