Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX is my Mortgage lender and Loancare collects payments for them. Signed up for estatements and they wouldnt send them. Called for months and spoke to several people about it. Excuse after excuse and they wouldnt fix the problem. Was late on 2 payments and it was because of their errors. Called last time and tried to make my payments in XXXX. They wouldnt let me. Said XXXX had changed over to new service, my file was deleted from the system and they could no nothing. They reported me to XXXX XXXX XXXXXXXX and credit agencies. Had my loan with XXXX XXXX for over 20 yrs, without a single problem, pay all my bills on time and am never late. Loancare has ruined my excellent credit rating. It was excellent and in one day because they accused me of being in default ( which is now on my record ) my credit rating with one agency drop XXXX points and with another XXXX. I call and cant get anyone on the phone. Msg. says no one can answer now. Loancare has GOT to fix this problem and IMMEDIATELY! They have to take off the late charge, call all creditors and tell them it was their error, have my credit rating restored to what it was and stop the torture Im going through. I am XXXX and have XXXX XXXX XXXX XXXX My mother is XXXX yrs. old and Im her sole caretaker. We have enough on our plate. I shouldnt have to go thru this and NO ONE SHOULD. Loancare is a disreputable co. and has to be stopped from ruining peoples lives like theyve ruined mine. I know this is a serious offense. I spoke with my attorney and I can file suit against them. I will report them to every credit agency and government entity I possibly can if they dont take care of this NOW!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90503
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have recently XXXX earlier this year on XX/XX/XXXX and have decided to begin paying off the balance of my mortgage which was {$61000.00} on that date. On XX/XX/2022, I made an extra principal payment online in the amount of {$50000.00} followed by another extra principal payment of {$11000.00} on XX/XX/2022. My regular monthly mortgage payment in the amount of XXXX was made shortly thereafter on XX/XX/2022, which was applied towards the principal, interest, and escrow. The remaining balance of my mortgage principal on that date was {$77.00} When I attempted to make a final online extra principal payment in that amount, I was unable to do so because my payment was blocked online. I received a message stating that " Online payment scheduling is currently unavailable. '' So, I contacted my loan servicer by phone and was informed that I needed to make final payment either by certified check or a wire transfer. The first representative I spoke with informed me that the final payoff amount needed to be generated and was unknown at that time. When I questioned him about the amount due, he refused to give me an estimate, claiming that it was an unknown amount. He said he would generate the payoff statement and send it to my email within a few days. After that conversation ended, I called back again within a few minutes because I had more questions. The female I spoke with at that time had no trouble telling me the exact amount of the payoff that that was due : {$2100.00}. I questioned why I was required to pay in excess of XXXX XXXX dollars when my principal balance was only {$77.00} as of XX/XX/XXXX, and that all the interest, and escrow amounts had been paid up to that date. I was told several different reasons why I was required to pay the extra amount. She began postulating that I owed to the previous loan provider, or that my loan was " piggy backed '' and so on and so on. None of this made any sense to me and I emphatically stated this to her. A few days later I received the payoff statement in my email showing a " current and second unpaid principal '' in the amount of {$2100.00}, and " fees and charges '' in the amount of {$440.00}. The total amount due, according to them is {$2600.00}. Today, XX/XX/XXXX, I phoned them again to inform them that I wished to only make a regular mortgage payment on XX/XX/XXXX and forgo paying off my mortgage at this time, but I was still unable to make any online payments because I was still blocked from doing so - I was still receiving the message " Online payment scheduling is currently unavailable. '' I also asked them about a letter I recently received from them claiming that my financial institution had " rejected the bank account and/or routing number provided ''. This is obviously a lie perpetrated by them. I have been making online payments to them using my same bank account for years. When I questioned her today about the extra amount that LOANCARE LLC was requiring me to pay to satisfy the payoff she stated that there were late fees from the past and so on... I informed her that I have an excellent credit rating and have never been late with payment to any of my creditors. I feel this " financial institution '' is trying to squeeze me for as much as they dare in hopes that I will pay them just to close out my mortgage. This is unethical and criminal behavior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98028
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, LoanCare, XXXX XXXX XXXX made me aware that my loan modification/loss mitigation package was incomplete vial postal mail. I turned in XXXX new modification packages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022, to attempt to correct this issue. ( I have certified mail receipt numbers as evidence of these XXXX loss mitigation packages ). I kept sending new loss mitigation packages because they would not respond to me to let me know if it was incomplete, approved, or denied. Instead, I received their lawsuit XX/XX/2022, against me. The evidence attached is ALL the postal correspondence I have had with LoanCare and XXXX XXXX ; None of these correspondences was replied to including the Loan Modification Applications/ Loss Mitigation packages sent on XX/XX/XXXX and XX/XX/XXXX. ( The other correspondence included is a part of a separate complaint, in which the mortgage company and the representing attorney have not responded to requests for loan information that should be provided according to TILA, RESPA and FDCPA statues. )
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: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Our mortgage was on autopay and when the final payment was due, it was not deducted from our account. We didnt receive any notice until XX/XX/XXXX and I immediately inquired and was informed that a cashiers check was required for final payment. We send a cashiers check on XX/XX/XXXX and was received by XXXX/LoanCare on XX/XX/XXXX. They have reported the XXXX payment as being late on our credit report and it is next to impossible to talk to anyone about this. We are purchasing another home and this single instance is keeping us from obtaining a mort.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : On XX/XX/XXXX, I took out a Mortgage in the amount of {$240000.00} with XXXX XXXX XXXX XXXX XXXX. Thereafter, I fell behind on my Mortgage payments, and I signed a Loan Modification agreement on XX/XX/XXXX with XXXX XXXX XXXX ( by Loancare LLC, as Agent under Limited POA ). The terms of the loan modification agreement were as follows : Unpaid principal balance to XXXX : {$170000.00} Unpaid principal balance to HUD ( serviced by ISN ) : {$71000.00} Presently, I am closing on my home, and XXXX, through their Attorney, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX, has sent me a payoff with what appears to be an incorrect unpaid principal balance to XXXX. XXXX is now claiming that my unpaid principal balance is : {$230000.00} I believe that this amount is incorrect, because the payoff to HUD ( serviced by ISN ), states that I still owe HUD {$71000.00}. I have alerted both the Lender ; and the Title Company handling my closing has notified their Attorney of this issue. Unfortunately, to date, neither has corrected the issue ; or provided supporting documentation to account for the additional {$64000.00} that XXXX is claiming they are owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed my escrow account effective XX/XX/XXXX. The mortgage company, LOANCARE, re-opened my escrow account, on XX/XX/XXXX without my consent, request or approval and advanced {$1900.00} of funds to pay for a home insurance policy that had already been paid. ( I paid for the home insurance with my own credit card on XX/XX/XXXX ). To correct the issue, I called them, I explained that I did not need an escrow advance since I had already paid for my insurance. They advised to make a payment through the portal for the amount they advanced and call them after I make the payment to have it applied towards the escrow. I made the payment using their portal, on XX/XX/XXXX for {$1900.00} to cover the escrow shortage and requested again that they close the escrow they opened for me. Instead of covering the escrow shortage, they applied the funds I sent to my principle and won't get it resolved despite XXXX phone calls and XXXX requests submitted via their portal regarding the misapplied funds. The only change they made, after repeated efforts to get this corrected, is they applied a portion of the payment to the mortgage payment and left a portion in the principle, but still no funds were applied to the escrow shortage as I had requested. With re-opening the escrow account on my behalf, they have now also increased my mortgage payments which now include an escrow portion. It was extremely difficult to have the escrow account closed last year, it took several written requests and supervisors involved. And now they re-opened it. It seems they are trying to trick customers into retaining their escrow accounts and will completely ignore escrow closure requests. Thank you for your help in reviewing their practices. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I received a letter from Loancare dated XXXX. It stated the following :. " if your loan was current at the time of going into forbearance, then each month you are in forbearance, we will report the status of the account to the credit reporting agencies as current. '' Additionally, the letter stated, " We are here to help. We understand late payments stem from a variety of reasons. We strive strive to make every effort to help ease the financial difficulty to help you stay on track with your mortgage payments ''. These are all kind, beautiful, supportive words, but they are completely untrue. I missed one payment by accident, and Loancare immediately reported me to the credit agencies. My score went from the 800 's to the 600 's. This making it impossible for me to buy a house, or a car, or even qualify for a credit card. This is what happened. In XXXX of XXXX, I signed up for automatic payment from my checking account to Loancare, so that I would never be late. What I did not realize that the process took 60 days to take effect. When I signed up in early XXXX, I thought the XX/XX/XXXX payment would be automatic. However it did not take effect until the XX/XX/XXXX payment. Thus, the XX/XX/XXXX payment was late. I paid it immediately upon realizing my mistake. Loancare did not care that I made an honest mistake. They reported me to the credit bureau. This happened during the peak of COVID. This seems like drastic and unfair punishment. I am requesting that Loancare does the honorable thing and restore my credit back to normal by removing the " 30 day late. ". Thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i purchased my home in XXXX, received my supplemental tax notice from XXXX county in the mail on XX/XX/XXXX i paid them on XX/XX/XXXX with a cashiers check for the total amoubt for both supplemental taxes totaling {$2300.00}, mailed certified mail directly to XXXX county treasure-tax collector.then around XXXX around the XXXX i received a letter from XXXX XXXX XXXXXXXX, that i have not paid my supplemental taxes, i faxed over a letter informing them i paid them and if they had any questions to contact XXXX county tax collectors and included their phone number, they never contacted me again, my mortage payment was XXXX and some change, about 4 months ago it jumped up to {$1800.00}, i immediattely contacted them, they told me it was because of property taxes, it was not i spoke to numerous employees of XXXX XXXX XXXXXXXX which none had an answer other than they did not know, i continue to pay my payments but they have been late due to the amounts, i e mailed them around 20 times till finally i received an e mail saying was the sub-servicer of your loan on behalf XXXX XXXX XXXXXXXX and that they mailed me a letter on XX/XX/XXXX stating i didnt pay my supplemental taxes and they began to pay my supplemental taxes that is why my mortage payments went up, yet i paid them in full and sent fotos of cashier check and certified mail receipt and the supplemental tac forms from XXXX county, that i paid on XXXX XXXX, they do not return my emails anymore or my calls i am frustrated need help, the person they gave me the phone number to is XXXX XXXX XXXX extension XXXX she does not answer or return my calls they have caused me financial struggles in other areas, please help, thank you, sincerly XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my home in XX/XX/2022. I made XXXX payment with the XXXX XXXX XXXX before my loan was sold. I made XXXX payments, which included extra money to be applied to principal and escrow to the new mortgage service provider XXXX XXXX XXXX. I have the bills reflecting the due dates and proof from my bank statements. My mortgage was sold again late XXXX to Loan Care. I didn't even receive my first bill until XX/XX/XXXX from Loan Care. An error was made and they said I was due for XXXX but I had previously paid the old provider. I called immediately and was told to wait for their accounts to update. I waited, it never updated. I called back and was told I was due even though I have proof. I called my old provider, XXXX XXXX XXXX phone XXXX and they said I wasn't due until XXXX. They sent me proof via email and are mailing me proof of this as well. I made an additional XXXX payment with Loan Care under duress so it didn't injure my credit because they said I was going to be charged fees if not paid by the XXXX and it takes time to process! However that should reflect my XXXX payment as paid and it does not! Again I have multiple documents if needed. Thank you for the help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49015
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 a loan modification agreement between myself and Loan Care mortgage company was signed and notarized ( see attachment 4 ). Loan Care has continually violated the terms of the agreement. Monthly payment were set at {$450.00} ( see attachment 2 ) and have repeatedly been adjusted in violation of the agreement. ( See attachment 2 ). Payments continue to be made into the escrow account, which I have requested on numerous occasions, be stopped, and be transferred to my control AS PER agreement terms ( See attachment 3 ). This is AGAIN a violation of the agreement. Im requesting that the Lender, Loan Care, comply with the legally binding agreement that was signed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A