Date Received: 2022-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: AT THE END OF XX/XX/2021 WE CAME OUT OF A COVID FORBEARANCE. WE HAVE COMPLIED EVERY STEP OF THE WAY AND ARE MORE THAN CAPABLE OF RESUMING OUR MONTHLY MORTGAGE PAYMENT. THEY HAVE CONTINUED TO REQUEST ADDITIONAL DOCUMENTATION FOR OUR MORTGAGE ASSISTANCE APPLICATION. WE HAVE SENT EVERY PIECE OF DOCUMENTATION MULTIPLE TIMES AND THEN THEY WOULD TELL US THE DATES ARE EXPIRED AND WE WOULD RESEND EVERYTHING AGAIN. NOW THEY HAVE PUT XXXX IN ACTIVE FORECLOSURE. EVERYTIME WE CALL WE ARE TOLD SOMETHING DIFFERENT AND ARE PROMISED CALL BACKS AND NEVER GET ANY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made my final payment to LoanCare LLC on XX/XX/2022. It has been more than 20 business days since my loan was paid in full and I still do not have a correct payoff statement. I can add so I don't need LoanCare to tell me what the payoff amount was. However they can not add. LoanCare recognizes that the loan is paid in full but can not figure out the interest and escrow portion of the loan. LoanCare has sent two payoff statements, both of them were incorrect. LoanCare agents confirmed that the statements they provided were incorrect ( you can hear that in the recorded calls ). LoanCare has not started the escrow refund process. LoanCare did send me an email today apologizing for the delay in their " investigation '' and referred me to their web site where all I can do is confirm that their information is not correct. I have all of the screen shots of the relevant information should it be required.
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: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I dont do Escrow with my Mortgage Company . I pay for my hazard insurance, property tax and HOA since XX/XX/XXXX when I closed the house. I have never been in delinquent whatsoever in paying property tax, HOA, Home insurance, and mortgage since XXXX! In XXXX LoanCare tried to pull same scenario - They claimed they had not received the hazard insurance so I had to go at my insurance agent and was surprised at Loancare cos my insurance agent showed me proof of sending insurance on time and was surprised they even contacted me since they are the agent that LoanCare should deal with. ( Will furnish upon request ) XXXX early part of the year, LoanCare sent an email about wanting me to add about XXXX to my escrow I was surprised so I called them to let them know I dont do escrow. The representative I spoke with told me to ignore the email because it was a mass email soliciting for escrow or something so I ignored it. XXXX XX/XX/XXXX - I renewed my home insurance with XXXX and paid in full ( will furnish upon request ). I went out of the country for a couple of months when I got back to the US in XXXX, I found out LoanCare had purchased insurance in the amount of XXXX plus similar to the email I received earlier about running shot of Escrow.cos they claimed they never received my renewal policy. They also claimed XXXX ignored to talk to them which I found it odd.They made me aware that if I provide proof of insurance, they will remove the escrow and everything will go back to normal between 7-10 business days. I even had a lady hang up on me and even reported her but nobody called back as promised. I uploaded proof of insurance and also faxed it in to expedite the process I followed up couple of times and in XXXX the representative confirmed that travelers insurance was now on the mortgage instead of their own. I inquired about the Escrow situation and even requested a rush request to remove it. Again, they informed me they would take care of it. I called back in XXXX to check on the escrow. Once again, they promised to escalate and get the issue resolved in 7-10 business days. As usual, they promised to call me back instead of me calling but they never did. I assumed theyve had ample time to take care of it so I did not call in again. Recently, XXXX XXXX reduced more than XXXX of my credit limit. XXXX also reduced more than XXXX of my credit limit. Some banks also denied credit increase due to credit report. Some banks including XXXX also closed my account due to credit report. On XX/XX/XXXX, I received an email from XXXX XXXX XXXX XXXXXXXX that they have closed my account due to credit report and stated in their letter multiple delinquency of my real estate / mortgage etc. XXXX XXXX - XXXX XXXX XXXX also closed my account due to info on my credit ratings. I called LoanCare to inquire about when I have ever been in delinquent only to find out they never removed the so called negative escrow they created after showing proof of insurance. As such they sent me to collections to receive harassment calls claiming I have been in delinquent and also used that to report to the credit agencies. I requested they rectify the situation ASAP. Not only did they make me talk to 3 people XXXX, XXXX or XXXX and XXXX, they asked me to write a request to rectify my credit reporting to a different dept. I asked them why they couldnt do it since they manufactured the issue and ran with it.why should I be the one to fix it. Obviously, they gave me the standard answer - I have requested to escalate your concern and check back 7-10 business days. I talked to an attorney who advised to get a copy of past year statements and payments for him to review. When I called, the automated message indicates I am one month behind mortgage payment and that's absurd because my 24 months bank payments activities does not show in delinquencies. They also informed me that they will send an escrow check to my mailing address. How am I entitled to a refund if you have sent me to a collection agency and also reported me to the credit bureau as being in multiple delinquencies ... ... just doesn't add up I have a copy of 24 months bank payments activities for mortgage payment from my bank and have not been in delinquent. I also have a copy of XXXX insurance that I renewed and paid in full before XX/XX/XXXX. Please Let me know the docs you will also need so I can send them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second complaint. We have been trying to resolve this issue since XX/XX/2021. Til this day we have not received some documents they said they sent out in XXXX. Today XXXX XXXX I called and said they have not yet sent out any documents. They have to review AGAIN. This has been back and fourth since XXXX. On XXXX XXXX We made the first payment after modification to be held in suspense account. So it can count as first payment well now they said to not make the payment until the papers come in. WE NEED TO RESOLVE THIS ISSUE ASAP IT IS AFFECTING EVERYTHING. WE ARE TRYING TO BE OUT OF THE FORECLOSURE AND CONTINUE PAYING OUR MORTGAGE REGULARLY. this is ridiculous
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loancare/XX/XX/XXXX Forebearance Date : XX/XX/XXXX Loss of Income due to COVID-19 Job Layoff XX/XX/XXXX : Requested Modification due to XXXX becoming employed XX/XX/XXXX : Submitted additional documents per Loancare request XX/XX/XXXX : Submitted additional documents per Loancare request XX/XX/XXXX : XXXX Laid Off again XXXX but continue to work with bank on Modification. XX/XX/XXXX : Received Loan Payment Statements, sent email requesting them to contact us because of Forebearance and Agreement not finalized XX/XX/XXXX : Additional documents (XX/XX/XXXX ) All documents signed/notarized/XX/XX/XXXX package to Loancare XX/XX/XXXX : Agreement for Modification completed and sent to Loancare/XX/XX/XXXX with their XX/XX/XXXXaccount provided with all documents for signature XX/XX/XXXX : Received email stating all documents have been received XX/XX/XXXX : MODIFICATION AGREEMENT ON RECORD WITH REGISTRY OF DEEDS XXXX XXXX Pg XXXX recorded XX/XX/XXXXXX/XX/XXXX Case # XXXX. Attempted to make a payment, payment was returned for NSF due to extensive payment processing from Loancare/XX/XX/XXXX Mon, XX/XX/XXXX XXXX XX/XX/XXXX Received EMAIL from Loss Mitigation requesting additional documents for Modification ( why when modification agreement was on record with Reg of Deeds? ) Numerous calls to the LoancareXX/XX/XXXX different representatives telling us that we were not under Agreement for Modification?!? It's on Record with R.O.D. Agreement includes Penalty Fees, Late Fees and all other fees that the Federal Government said would/should not be charged to the Consumer. XX/XX/XXXX @ XXXXXX/XX/XXXX : Contacted the bank spoke to XXXX was put on hold for XXXX minutes, and was disconnected. Sent XX/XX/XXXX as requested via EMail. Received by USPS request from Loancare to provide additional documents. Early XX/XX/XXXX, received a call from an Attorney stating they were handed my file by LoancareXXXX stating XXXX The Bank sent our Mortgage documents to them to assist with Modification '' Called Loancare/XX/XX/XXXX they spoke to XXXX. LoancareXX/XX/XXXX never sent our file to the Attorney. Result pending fees are in process of being returned. This has been very frustrating with no resolution in sight. Our Credit Scores suffered from losing our jobs, we are trying to remain in our home, and continue working with Loancare, but each time we contact them we speak to a different representative giving us different information. Sending the same documents repeatedly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02780
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: Currently in divorce proceeding.on recent credit report I found a mortgage ( Loancare in XXXX XXXX ) I am not sure of this and do not believe I had a mortgage with this company.also spoke with XXXX XXXX as I showed an account was open with myself as a secondary account for {$13000.00} .the credit card is not in my name but I believe my XXXX # was used. XXXX XXXX states cards has first name that could be male or female but will not tell me the name except it is my last name. XXXX XXXX states they closed account today. There is an open XXXX XXXX card for XXXX also not mine. XXXX XXXX will not help me as I don't have full account number. The two address for me on the report are wrong.one is my husband 's XXXX XXXX ( I have nothing to do with that buisness ) and the other address is my adult son 's mailing address which is located in a small business for that purpose.my home address is not on the credit report from the 3 credit bureaus on XXXX. I did report to XXXX and should get a report in the mail within 30 days .also my report stated I also have another incorrect mortgage.another mortgage is correct, my current house.i am soon to be XXXX XXXX XXXXthank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91701
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I had a conference call with my Mortgage XXXX XXXX XXXX and my Current Mortgage Processor Loancare LLC. During the call, XXXX from XXXX requested the complete Paperwork regarding my Mortgage Forbearance and the Deferrals for the Forbearance. We requested the COMPLETE paperwork including any extensions and ALL Deferral paperwork and the Loancare employee promised to deliver the paperwork by email within 2 days. This is a very time sensitive manner and XXXX has STILL not received the requested paperwork. This failure to provide the requested paperwork in the promised time can have severe negative financial consequences for me and cost me thousands of dollars. We need these documents immediately, please email them asap to the email address we provided. XXXX. Refusal to do so will result in further legal steps taken by me immediately and without further notice. I expect the paperwork by no later than XX/XX/2022.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: LOANCARE SERVICING XXXX XXXX XXXX Maximum Delinquency Note Maximum Delinquency of 30 days in XX/XX/2019 this is not accurate although the company updates my info this inaccurate info remains
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I had a house fire. I filed it with my insurance company and they cut checks to myself, my ex husband and the mortgage company. In XXXX of XXXX I sent the mortgage company a copy of my divorce decree and a quit claim deed my exhusband signed during our divorce, because the mortgage company said that was the only way they would be able to send me the insurance money in just my name. They approved that and on XXXX XXXX they issued the first check written out to just the XXXX and I for {$26000.00}. After many weeks of dealing with the mortgage company to schedule our final inspection when the house was fully repaired they finally came out and we passed the inspection. On XX/XX/XXXX I received the final draw of the insurance money except the check was made out to the contractors and my ex husband. That day I called and told them I am not able to get my ex husband to sign the check so I needed them to place a stop pay on this check and issue one with only the XXXX 's name and mine. They have my divorce decree and quit claim deed on file. They had to send the request in for an exception and have to review the documents that they have on file. This has been going on for over a month now and I have the XXXX hounding me for the last {$11000.00}. I am not sure why they could send a {$26000.00} check with my name instead of my ex husband but they refuse to do it with {$11000.00}. I need this money to finish paying the contractors and I am tired of calling the mortgage company daily to only hear the same thing, that the exception is still pending. They have had this money for close to a year now in their accounts building interest while I get constant calls from the contractors when I have no control over it. I need someone to finally step in and do something with this mortgage company!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 67216
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I made a payment on XX/XX/2022 that paid off the loan. XXXX XXXX ( LoanCare ) recorded the final payment on XX/XX/2022. To date 3 weeks later ( XX/XX/2022 ) the final payment of $ XXXX has not been applied to my loan and is sitting in a suspense account. I have tried again and again and again to get XXXX XXXX ( LoanCare ) to record the payment and they refuse to do so. they claim many reasons but it has been 3 weeks already. Every time I call I get a different story. In addition XXXX XXXX ( LoanCare ) has sent me two different payoff statements. Each is incorrect and XXXX XXXX ( LoanCare ) has confirmed that the payoff statements are incorrect. They charged me for both of the incorrect statements.
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: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A