Date Received: 2022-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our VA mortgage loan went into a deferred status in early 2021 due to my wife and I being laid off as a result of the XXXX pandemic. In XX/XX/2021, my wife and I were both employed again and we started the process of attempting to modify our mortgage loan so we could continue making payments. Over the course of the past eight ( 8 ) months, we have had our application for a loan modification denied twice, and we are in the process of applying for a third time. I've kept notes following all of my calls with LoanCare and I have copies of all of the email correspondence that I've sent since beginning this process. During the current application for a loan modification, LoanCare has repeatedly " lost '' or claimed to never have received important underwriting documents. In spite of having correctly submitted the requested documents earlier, I have patiently forwarded the documents for a second time, and sometimes for a third time. On numerous occasions, I've been told by a LoanCare representative that our " application is complete '' and is just awaiting an underwriting decision. Each time, I then find out 2-3 weeks later that there's " something missing '' when in fact, the document was there the whole time. I've been told by various LoanCare representatives that our loan has been in underwriting for at least two ( 2 ) months and yet, I still have to keep finding out that LoanCare can't find a document that has previously been submitted. LoanCare 's inability to maintain documents that I have submitted has resulted in the underwriting process taking far longer than necessary. This would ordinarily be a simple inconvenience. However, LoanCare 's actions have resulted in our mortgage being in forbearance for many months longer than it should have been. LoanCare 's many mistakes and delays have resulted in our inability to access credit and we will inevitably end up losing a significant amount of money due to rising mortgage interest rates. At the end of the day, we just wanted to start making our mortgage payments again and I've had to fight tooth and nail to be able to do so since XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My Mother passed away in XXXX XXXX and her home mortgage was with LoanCare , LLC. I am the executor of her estate. My sister lived with my mother and after her passing, she continued to live there but she got behind on making payments and in XX/XX/XXXX, Loancare said the past amount due of approx {$3500.00} would be due in full or we would need to sell before foreclosure proceedings would start. The decision was made to put house up for sale. I will describe below what took place, but our main complaint is the house was sold and paid off, but we feel there was an error on the payoff amount given and we should be refunded {$8600.00}. We paid the amount they requested just so we would not incur anymore fees but we want to dispute this payoff amount. **First pay off we requested and received from Loancare was dated XXXX in the amount of {$95000.00}... good through XXXX. ( This includes 1st principal balance of {$82000.00} plus {$8600.00} second principal balance plus {$2200.00} in interest and {$1900.00} in fees ) The loan had been in a previous modification/forbearance when my mother passed so the {$8600.00} mentioned above was past due amounts added to end of the loan. **Second pay off received from Loancare dated XXXX was in the amount of {$96000.00}... good through XXXX. ( This includes 1st principal balance of {$82000.00} plus {$8600.00} second principal balance plus {$2600.00} in interest and {$2000.00} in fees ) Please note we did NOT get to see this XXXX payoff until XXXX, long after sale of the home, when someone from Loancare finally emailed it to me as a result of a XXXX hour phone conversation with us disputing the final payoff given to us by their foreclosure attorney in the amount of {$100000.00}! **Home was sold in the amount of {$140000.00} and closing papers were signed with title company on XXXX. Title company 's fees/taxes/insurance/etc. were {$10000.00} ( see attached Sellers Statement ) leaving {$120000.00}. We found out at the closing appointment with title co. that they had not received the pay off amount from Loancare yet, so profit from home sale could not be distributed yet. We found that odd of a title company to close on a home without the payoff, but I guess thats another whole different complaint. **On XXXX we contacted Loancare ( spoke to XXXX XXXX to inquire about the payoff again, because the title company had still not received it from them. We asked to speak to a manager and were given to XXXX, Representative of Leadership. XXXX told us it had gone into foreclosure on XXXX and their attorney 's office would send the payoff to the title company. This was the first we had heard it went into foreclosure! We had stayed in contact with Loancare throughout, letting them know that home was up for sale, letting them know it had sold but we hadnt got pay off and always asked if we were still ok as far as foreclosure and were always assured it was ok. We were never notified in writing or by phone that it had gone into foreclosure. Once telling the title company this news, it also made them very nervous as well as they had paid out all of their fees/commissions. **On XXXX we received the final payoff quote from Loancare 's attorney, XXXX XXXX XXXX XXXX showing {$100000.00} as total. We knew there had to be an error because this number was way too high based on previous payoff quotes. **On XXXX I contacted the attorney 's office and spoke with XXXX XXXX and told him there was an error in this payoff. I told him it looks like the amount shown on their payoff letter under " principal balance '' was incorrect. All other supporting paperwork including XXXX, XXXX, XXXX and XXXX 's monthly statements and the XXXX and XXXX payoff statements from Loancare ( see attachments ) all showed the principal balance as {$82000.00} and " the second principal balance '' as {$8600.00}. It looks to me like that {$8600.00} was added to the principal balance in error and then listed again as the second balance. ( If you add {$82000.00} and {$8600.00} - it comes to {$91000.00} and this is the number they have stated as the first principal balance, but then the {$8600.00} was added again under second balance. ) These were the number totals in the attorneys payoff letter : ( see attachment for verification ) Principal Balance {$91000.00} ( notice that the above {$82000.00} & {$8600.00} add up to this number ) Second Principal Balance {$8600.00} ( we believe this was added to principal above and then listed again here ) Interest {$2800.00} Escrow Advance {$2500.00} Property Taxes {$840.00} Property Inspection {$20.00} Total Fees {$130.00} Accum. Late Charges {$110.00} Recoverable Balance {$92.00} TOTAL to Payoff - {$100000.00} ** On XXXX I called Loancare to ask about this error I believed had happened. I first spoke with XXXX and explained everything and she then transferred me to XXXX ( Agent ID # XXXX ). She didnt think there was an error but said she would have it looked into but would take 5-7 business days before they would get back to me. **On XXXX I contacted the Title company and told them to pay off the loan using the attorneys payoff figures because it expired on XXXX and I did not want to chance there being more interest and charges added to the total. I said I would just try to dispute it, if Loancare did not end up figuring out the error and refund what I felt would be due to us ( me and my 2 siblings ). XXXX XXXX Loancare received the payoff through an overnight package from title company. The title company did deduct the {$840.00} for property taxes ( see above figures ) because they paid them at the time of the house closing, ( see title companys attached seller statement ) so that was already taken care ofso the attorneys payoff to Loancare was taken from {$100000.00} to {$100000.00} and this is amount Loancare received. **On XXXX I contacted Loancare to see if anything had been figured out showing an error in the payoff as it had been well passed the 5-7 business days. I first spoke with XXXX and she confirmed it was paid in full now but did not see where any money was owed back. I then ask to speak to a manager and she directed me to XXXX and she also confirmed that they received payment in full of {$100000.00} and she did not see where any money was due to be refunded back. I explained what all had happened and explained in detail where I thought the error was and it just seemed as simple as the second principal balance of {$8600.00} was added twice once into the 1st principal balance and then again listed as 2nd principal balance. She could not see or seem to agree with me. She was doing some figures on the phone using the XXXX payoff and I told her I had been requesting the XXXX payoff several times and we only ever had the XXXX payoff and the title company couldnt get it either. So XXXX emailed the XXXX payoff copy to me that dayit showed the payoff balance then as {$96000.00} and sure enough it showed principal balance as {$82000.00} and second principal as {$8600.00} plus fees of which are figured into attorneys payoff. XXXX then started trying to figure what she thought payoff would come out as and she said since it was {$96000.00} through XXXX ( coincidentally the same day the house was closed on ) and it would be an added {$9.00} each day after that and would have been 22 days, totaling {$210.00}. So we both agreed that would only total to {$96000.00}. So she kept continuing to look and she started speaking of maybe it was corporate advance fees and maybe thats where extra money came from. I told her we had already spoke to XXXX at the THEIR attorneys office and asked if there were attorney fees to us or any other fees we werent seeing and he said they had already gone over the corporate advance fees and there was only the {$92.00} that they deemed as recoverable ( which is in the pay off quote from them. ) He also said in the state of Ohio, attorney fees are non-recoverable to the seller and are Loancares responsibility. We were on the phone with Loancare for XXXX hour and XXXX mins and still nothing had been resolved. She said she would continue to review it after we ended the call, but we have never heard anything back as of today XXXX. Im sorry this was long, but Im trying not to miss anything. Im hoping you can help us resolve this matter. As the executor of my Moms estate, it has been very stressful for me being the only one to deal with all these matters. This home was the only thing she had of any value and I just want to make sure my siblings and I receive what is owed to us. Thank you so much for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
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: I am writing again in regards to the inaccurate and unknown things on my credit report. It has been days and I have not received a response yet. I was never late on this account. There are multiple errors shown in my report. Please check the last payment, the account number, etc. This is a good-standing account. Please verify that all information is 100 percent true, accurate, correct, and is not untimely, unverifiable, incomplete, or inaccurate. Please correct and update this account and remove negativity. Do so, to comply with FCRA section 611 which requires all reporting to be 100 % accurate. LOANCARE XXXX Late Dates XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The original complaint that I filed has been closed, so I am opening a new complaint. LoanCare charged me for a payoff statement and has documented with the CFPB that they charged me for XXXX. They have not provided the payoff statement. I have two past payoff statements which are incorrect and LoanCare 's representatives have confirmed that past payoff statements were incorrect. LoanCare has not provided the most recent payoff statement that I was charged for. It is over XXXX weeks since my loan was paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested that the home owner 's insurance be removed from my escrow account on XX/XX/XXXX. I was denied indicating that my loan to value is over 80 %. I called customer service asking for someone to look at this again whereas it is not possible that my loan to value is over 80 %- it was not on the initial loan or the subsequent refinance. ( I had no mortgage insurance either ). The refinance automated valuation was even higher than the appraisal which was completed in XX/XX/XXXX ( value of XXXX ). The new loan amount in XX/XX/XXXX was for XXXX - therefore even if they used the old appraisal value of XXXX - the loan to value would have been XXXX and the automated value at the time of XX/XX/XXXX refinance was higher. I have never been late on my payments- there is no reason I should have been denied for this request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Loancare mishandled incoming payments and hence had a chronic issue with late posting and missing payments Loancare dropped the ball on responding to a payment inquiry. As a result of their mishandling mail and then not responding to an enquiry they never recorded the payment which was made by the consumer and conformed by the sending bank. Loancare did not acknowledge their inefficiencies and went ahead and just reported a late payment to the credit agencies. For no fault of the consumer and lack of proper accountability at Loancare the consumer credit was affected. Loancare has to be held accountable for their mistakes but instead since it does not affect them they keep on responding with excuses. Full detail on the case is attached which I request be read in detail. This evidence was sent to Loancare and they still responded stating that they did nothing wrong. They can not be allowed to be ignorant at the cost of a consumer. At this rate, the Mortgage company can do whatever they want and a consumer has no way to protect themselves. Please note that they will again respond that it is not their fault and that they have responded so. But they need to provide justification for all the points mentioned in the letter attached and can not just claim innocence and close the case. Else what is the point of the complaint if they can ignore the facts each time and just claim that they are not at fault?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I began having issues and calling in XXXX concerning past due and late payments which was supposedly resolved after speaking with a supervisor. I called again in XX/XX/XXXX ; I made 2 payments XX/XX/XXXX, and another payment XX/XX/XXXX ; I called again in XX/XX/XXXX and learned my payment was being held in a suspense account for whatever reason I did not get a resolve to. XX/XX/XXXX only {$390.00} of my {$1600.00} was reversed which made it appear my payment was not made. XXXX payment was missed and I made 2 payments XX/XX/XXXX. From XX/XX/XXXX to date all payments have been made ; however, the mortgage company refuse to apply the XX/XX/XXXX unapplied payment of {$1200.00} to my account. Each time I call I continue to be transferred and after a 2 or 3 hour hold the matter has of yet to be resolved. There is also a late fee amount over {$610.00} they have as outstanding, however, according to my records and their statement the amount is {$280.00}. I began calling this morning and was transferred to 3 customer service agents and after explaining the issue each time was told I would need to speak with someone in escalations and I have been on hold now for 3 hours and 12 minutes which is ridiculous. It appears they are not willing to resolve their error and this has been very stressful and I expect a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our journey started with LoanCare , LLC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, back in XX/XX/XXXX. My husband has a XXXX XXXX which affects his XXXX XXXX. We have been dealing with the XXXX since XXXX but with XXXX it has just made it a more pronounced XXXX. He had to prepare and have XXXX XXXX in XXXX and XX/XX/XXXX which costs {$27000.00} and {$24000.00} dollars. We did get delinquent on our financing on several items during XXXX and reached out in XXXX XXXX to see what could be done. Sent documents on several attempts to get what the next steps to proceed. Everytime we reached out, they just needed something else. Finally in XX/XX/XXXX we received a document indicating a Trial Period Payments. They were only about {$150.00} less than our existing payment but we made as agreeded! XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. No further documentation came regarding next steps. On XX/XX/XXXX called and spoke with XXXX, who said that they were working on the modification and we should be receiving the follow-up. She indicated " not to make a payment until we received '', it would just delay the modification. By XX/XX/XXXX we still had not received any information and no phone call. I called and spoke to XXXX. He said he didn't know why we had not received the payment was going to be {$920.00}, 1st payment would be XX/XX/XXXX, he said we should receive the information. Called back on XX/XX/XXXX and was told by XXXX that the package was still be worked on. First payment due XX/XX/XXXX. Still would not take a payment. Called and spoke with XXXX on XX/XX/XXXX still not completed modification, but she said " oh yes I will take a payment and I see where it is {$940.00}. She applied and I asked for a confirmation number and wanted to speak with a manager. She tried to transfer me but they were not available so she transfered me to a supervisor. Had to go through the whole story again with XXXX and he would look into it but also said he would call me back. I was pretty blunt and harsh, but guess what he never called me back. A package was prepared on XX/XX/XXXX, but not sent until XX/XX/XXXX and another package was sent on XX/XX/XXXX. Much to our suprise it is no help to us at all. We were not notified or called to discuss the terms. When we recieved our rate went from XXXX XXXX XXXX XXXX XXXX payment is only {$150.00} less than orginal and then there is also attached a Promissory Note to HUD in the amount of {$29000.00} that XXXX couldn't give us an explanation of total today when I called, This is not due and payable until the 1st mortgage is paid. The amortization of the modification was reset to a XXXX year term. None of this was disclosed to us or we were not called to explain the terms or options. Again we are XXXX and XXXX XXXX XXXX why would we do this? All of this process is deceptive and non-compliant from a servicing process. At this point LoanCare should be penatilized and even pay our mortgage in full for simply causing us the additional stress and XXXX which cause additional health issues. Thank you for your consideration in this matter. LoanCare needs to change their processes as I am sure we are not the only ones.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32713
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a loan modification plan on XX/XX/2021, as long as I was to make the 3 necessary plan payments, which I have done. Now they are trying to begin a new modification payment plan with no indication to me as to why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 297XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loancare will not Follow the Laws of my XXXX XXXX Bankruptcy and continues to try and collect on a Discharged Debt. This Company also will not provide proof of me signing a release of funds out of this Account along with information of where the funds went? My HELOC loan was Discharged from the original lender way back in 2011, I've been in Dispute of this Account for Many Many Years and have asked loancare Directly to show me Proof of Who Signed for the Withdrawal of funds out of this Account and Proof of where the Money that was Withdrawn Go? I had Received a Phone Call from a loancare representative a year ago saying they are Not pursuing any further actions. I have this conversation recorded. What a lie!! All I want is a lean release on the Title of my Property. If this can't be done immediately I will have no other choice but to bring Forth a law suit! 1st being Loancare Breaking Federal Law under XXXX XXXX Bankruptcy by harassment and continuing to force collects on a Discharged Debt. All documents have been saved over the years to prove this Fact! 2nd researched Documents by Loancare XXXX XXXX XXXX has never Provided Proof of the Funds Being Withdrawn from my account with my signature and where the funds went. Loancare is the Worst company to deal with and this Stress has been Heavy on me and my family for many years and still continues Today ....!! The Practices of this Company is Terrible as you can see from thousands of other Loancare clients have Huge Problems with this company that Bullies their way to destroying people 's Lives!! Next step for me is Hire an attorney and go Completely public on this issue if not Fixed immediately!!
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: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A