Date Received: 2022-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare , LLC services my mortgage loan. They require I have an escrow account so they can pay for the home insurance and property taxes. Every year they have failed to make one or more of these payments despite my detailed, documented and explicit instructions. They take my money and hold it all year without intention of making the payments they are contractually obligated to pay. They have let my insurance policies lapse multiple times and required me to pay for them out-of-pocket despite my payments to the held escrow account. Additionally, I have requested for them to provide me with contact information for the proper regulators and authorities to resolve this dispute, they refused this request on multiple occasions. Finally, I have requested a physical address to serve legal notices and like communications and was also denied this information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97267
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I fell behind on mortgage payments due to being out on maternity leave and being paid only 65 %. During this period, I also got sick with covid. I had a baby born in XX/XX/XXXX that was born early at XXXX weeks. The baby spent over a month at XXXX. Baby was delivered through XXXX XXXX XXXX XXXX does not want to update the credit report even though they were notified I was affected by Covid and tested positive on XX/XX/XXXX. I was unable to get the covid vaccine due to being XXXX from mid XX/XX/XXXX through my early delivery on XX/XX/XXXX. I was XXXX XXXX until XX/XX/XXXX and finally got the covid vaccine in XX/XX/XXXX. Through XXXX I also suffered from long Covid. I tested positive for covid in XX/XX/XXXX. I was out of work until about the end of XX/XX/XXXX. I briefly returned to work from late XXXX through early XXXX. It was discovered that I had XXXX XXXX, difficulties breathing ( scar on XXXX ). I was out of work on leave from early XX/XX/XXXX through early XX/XX/XXXX. My employer paid me 100 % of my wages during this period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07501
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was unable to make my mortgage payment for several months due to Covid 19 and loss of income. When I resumed making the payments, I starting making biweekly payments. The payments were not being applied. I make several payments before I realized that the payments were being sent back to me and/or redeposited in my bank account. I called LoanCare to inquire as to why you would refuse my payments and was advised that because I was late, no further payments could be applied to my loan unless I paid the delinquent balance in full. This I do not understand. Your refusing to allow me to make payments forces me to be further behind and possibly sending me into foreclosure. At that point I had no choice but to begin a modification. This process took over a year to complete. I had to start the process over again once because you needed paperwork from me but never bother to tell me or request the documents from me. So you closed my application and I had to start all over again. I called and called and called during this time to make sure I was doing what I needed to do, since I had already experienced shady business practices. This process still took over a year to complete after I sent document after document to get this done. I finally get this done and get my paperwork to sign for the modification and it contains my ex-husbands name. I asked twice for this to be corrected and I received the incorrect documents yet again. My ex-husband was never added to the deed of my home. I had to prove that myself by providing you with a copy of the recorded deed. Then and only then did you finally send me corrected documents to be executed. Come XX/XX/2022, I called in to set up an ACH withdraw for my mortgage payment. Again, I wanted to make bi-weekly payments and I wanted to have it come out directly. At the time I was told I would need to make the first payment in full then I can set up my ACH for bi-weekly payments thereafter. I said OK I will wait until XX/XX/2022 to call back and make payment. I asked how much my payment would be just to make sure. I was advised {$770.00}. Of course I questioned that and advised my paperwork says {$1500.00} something I dont remember the exact amount. I was told repeatedly that my payment was only {$770.00} for three months for a trial basis. So I called back in on XX/XX/2022 to make my payment. The person on the phone took my payment and told me yet again my payment was only {$740.00} for XXXX, XXXX and XXXX. I received a call from you shortly thereafter from a collector, telling me that my payment was late. I advised what I was told and he said, yes, I see that and we got off the phone. I went online for my XX/XX/2022 payment. Went to the payment tab and sure enough it stated the amount due was {$740.00}. I made my payment accordingly. I again received a call from your office again shortly after the XXXX payment was made. This gentle was extremely rude. While I was on the phone with him I logged into my online account. I could see that my payment had be made and that I was due for XX/XX/2022. While I was on the account the very rude man changed it. My account flipped from being current to it being late. My account was clearly set up for a test payment plan for {$770.00} for three months and changed at that very moment. Now my funds are being held and have not been applied to my account and my account is two months past due already and I am being asked to come up with {$1800.00} a week away from my next mortgage payment being due, which should have been only {$770.00} as I had been told on several occasions. I understand what my paperwork says, but I always understand what I have been told by your company on several occasions and I expect that to be honor as good business practice. You have record of these conversations and I have received confirmation of that from your employees that there are records of these conversations. In note and recordings. I can see being told one and claim that as an error but I was told in three different conversations of these as fact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33703
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I am a consumer and home owner. I've been receiving letters everyday ( except the weekend ) since XX/XX/2022 from several different attorneys, debt collectors, home foreclosure advertisements stating that my home is in the process of being foreclosed by XXXX. Because I haven't received any prior information or knowledge of this taking place, this is a violation of the FDCPA in so many ways : 1. I wasn't given any options or a way to settle the alleged debt ( that was never verified that I owed ) that was claimed I owed. 2. Without prior knowledge that a foreclosure was in the works, XXXX has taken matters into their own hands and moved towards the process to foreclose my home and have it listed in auction. 3. They falsified documents to make it look like I owed a third party lender ( which whom I never signed a contract with to even state or agreed I owed ) and never paid. 4. They've shared my private information to these sellers, credit bureaus and agencies, and legal advocates which I did not give my consent for. 5. Coercion - I was told that if I didn't pay the house in full within six months from the date I was given the notice of my home being foreclosed, that I would lose my home unless I pay a fee to claim and file bankruptcy. XXXX. Defamation of character. Right now I'm facing foreclosure even though my home has been paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had filed a small claims suit agasint Loancare for failing to properly service my loan when they took it over from XXXX XXXX XXXX. I had dismissed the case since I couldn't show up to court. Loancare in turn frivolously, without any court order, arbitrarily increased my loan principal by {$2600.00}, and claimed these were due " attorney fees ''. Per my conversation with the CFPB compliance reps, Loancare is in violated the Truth in Lending Act, RESPA and the Rosenthal Act. There is no clause in the mortgage docs which state Loancare can add such arbitrary fees to my mortgage. I've attached a copy of the letter LoanCare sent me stating they were putting this fee on my account. Loancare transferred this account to another lender with this inflated loan amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had some financial issues from XXXX. I was on a forbearance that ended on XX/XX/2022. On XX/XX/2022 I received a email that I was approved for a forbearance but on the phone the agents say that is wrong. ( Email attached ) In XXXX I applied for my state 's HAF help. Since then the state has requested the information from my mortgage company 's loan servicer multiple times. I have called loancare probably 30 times over the past months. They are not responding to the state. Loancare 's internal HAF processing department has done nothing. I call and call and the customer service reps email them asking for an update. Nothing. They escalate it ( Whatever that means ). Nothing. No response. Meanwhile I get threatening phone calls and letters. They are the ones we are waiting on. They need to verify the information the state requested of them so this can be processed. They have been notified MANY times that I applied for the HAF ( Phone calls and email ). I get no where with them. Meanwhile they started reporting negatively on my credit report, which I believe is illegal when I am working with HAF and on a forbearance per the email XXXX.
Company Response:
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home mortgage with Loan Care. Beginning in XXXX of 2022, Loan Care began to place my monthly mortgage payments into a suspended credit account. I called and the issue resolved. In the months that followed, each monthly payment I made was placed into a suspended credit account and was not applied to principal, interest, or escrow. I had to call each month to resolve the issue. Two payments processed in XXXX. The payment processed on XX/XX/XXXX was not applied to my XXXX balance ; rather, it was once again placed into the suspended credit account. On XX/XX/XXXX, I sent an email to Loan Care asking them to please apply the suspended balance to the actual mortgage payment due. In that email, I told them that I was so tired of dealing with this issue that I would be seeking refinancing with another mortgage company. I received conditional approval from another loan company - except my Loan Care mortgage showed that my XX/XX/XXXX payment was unpaid and overdue. I called Loan Care on XX/XX/XXXX, and was assured by a call center worker that the suspended balance would be applied by the end of business on XX/XX/XXXX. As of today, XX/XX/2022, Loan Care shows my account overdue by 50 days, while the exact amount due on XX/XX/XXXX ( {$1100.00} ) is shown as a suspended balance. I called again today and was assured once again that it will be addressed. I am trying to finalize a mortgage elsewhere because of this exact issue. I am extremely hesitant to make my XXXX payment, as I have no faith that it will not be sent to suspended balance purgatory with my XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49686
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made multiple calls into the care center trying to resolve a payment issue. On XXXX my auto payment of XXXX was made but the escrow account had been adjusted so the payment was now short by XXXX. I sent that payment in on XX/XX/20 when dealing with the mortgage company as requested and thought it was good. I have never missed a payment or had a late fee as I pay extra every month. I now pay {$1800.00} a month to cover all issues. Despite calling multiple times the issue is still not resolved and I get a late payment every month for the last 3 months and get calls from there collections agency despite paying extra every month and calling in every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, i was informed by my mortgage servicing company, Loancare LLC, that they needed proof of my homeowners insurance or they would purchase a policy for {$4300.00}. This is how I found out that my policy hade been canceled on XX/XX/XXXX by my insurance carrier. I immediately obtained a new policy that started on XX/XX/XXXX and it is currently in place and they have the proof required. However, they are now going to charge me {$4300.00} for that lapsed time period. The policy lapsed XX/XX/XXXX. I did not receive notice of the lapse from my insurance carrier, my agent or the mortgage company. Per legal statute : The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy. The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ). They just sent a notice on XX/XX/XXXX. They did not send any notice during XXXX timeframe. I did not receive a notice of cancellation from the insurance company as the policy had the wrong address. I am not even sure why it was cancelled as the premium was paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The following company have been reaching out several times by phone and email for the last XXXX years, I have been trying to remove the PMI in a home that I have more than XXXX years already, they continue refusing to process this removal with the excuse of that I am late in my payments which is false, all payments are on times, and the only late payment were during covid 19 and they offer us to no made payments for XXXX year without penalties and credit remarks, all escrow payments was made and pay on time, this company have been refusing under any legal facts why they still refusing these legal right of consumer under mortgage policy and statutes, their answer is without credible grounds. I required intervention with this company, I pay taxes, I pay mortgage on time, I pay escrow, Insurance and still have no legal grounds for such refusal.
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: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A