Date Received: 2022-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We started a welding company XX/XX/XXXX which was doing great until XXXX when COVID hit. Due to COVID, we contacted Loancare ( our mortgage company ) to ask for assistance due to a decrease in income. They granted us assistance for XXXX months without any problems. We began making mortgage payments in XX/XX/XXXX which was around {$1400.00}. We got behind on our mortgage payment again XX/XX/XXXX due to a more severe decline in our small business and losing business because of the cost of metal ( XXXX as when we first started ) & because our payment increased to over {$1700.00}. We contacted Loancare on XX/XX/XXXX and was told by XXXX to send in the mortgage assistance application. We sent the mortgage assistance application along with our XXXX tax form XXXX and Sch C XXXX certified mail on XXXX. Since then, we have spoken to XXXX representatives about the mortgage assistance application. Each time we spoke to XXXX, we were told different things and that additional documents were needed, which we emailed immediately after getting off the phone. After speaking with XXXX on XX/XX/XXXX, we spoke to XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX XXXX XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX who transferred us to someone in the XXXX department, XXXX on XX/XX/XXXX who stated that anyone we talk to can help us, that it takes longer for a Mortgage Resolution Advocate to look over the file and it was just going to add time to our mortgage assistance application if we talked to her, refused to transfer us to the Mortgage Resolution Advocate XXXX XXXX ( XXXX ) XXXX ext XXXX because " he didn't have a way to transfer a call ''. We received a letter dated XX/XX/XXXX with the Mortgage Resolution Advocate listing XXXX XXXX 's phone number, extension, email and fax number which stated she would be contacting us within XXXX business days to discuss the current status of our account. When I insisted on talking with XXXX, XXXX put me on hold, then she called me while I was on the phone with XXXX. She was very rude, said that anyone that answered could help us, & while being questioned about the letter including her contact info and us being contacted within XXXX business days she rudely interrupted & said that " that never happens, that anyone we talk to can help ''. I stated that I was confused because that is what the letter said and questioned why the mortgage company would send a letter with false information. I explained to her that our business is struggling due to to inflation and the economy. She stated that our escrow was short because we had help before and we could request that the shortage be spread out longer than 12 months. She stated she put in the request. After this ongoing conversation, she reluctantly stated that we have already been helped before, that we received a partial claim through HUD due to the COVID assistance and have 25 % left ( about {$18000.00} ) but can only be used to cover the payments for XXXX. She then stated that if we can't make a payment by XX/XX/XXXX then, " I need to tell hubby to get a job ''. I told her that was rude of her to say and she proceeded to tell me that she was a business owner for XXXX years but had to close. I told her that she's very blessed that it wasn't during COVID. She stated that we would receive a XXXX package in the mail of the partial claim that needs to be signed in the presence of a notary, however proceeded to state " you know the drill, you've done it before ''. We have communicated with the mortgage company since XX/XX/XXXX when we knew we were falling behind to ask for assistance because we don't want to get any farther behind on our payments. We closed on our house XX/XX/XXXX and have paid on time each month until COVID when business declined and we suffered a great loss in income. We feel that since XX/XX/XXXX we have been getting the run around & no one has been willing to help us. From our last conversation today XX/XX/XXXX with XXXX XXXX at Loancare it confirmed that we were being discriminated against because we can't afford our monthly mortgage payment. She spoke to us as if she was above us & we had to demand answers before she gave us an option ( after speaking with numerous representatives before that weren't willing to help ). This is unacceptable, judgemental, & discrimination. The mortgage companies ( banks ) have laws and guidelines to abide by & in this situation that chose to give us the run around until we demanded a solution. This has taken a toll on our family financially and emotionally. The representatives of this company don't abide by the laws nor guidelines until the client insists and is demanding which is not ethical. We expect Loancare to abide by the laws, guidelines, and present ethical practices when dealing with their clients, much less clients that are struggling to survive during these times of a pandemic, inflation, & whatever else we may face.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the modification process, I requested additional documentation regarding the amount of the loan. The lender increased my loan by {$12000.00} when I modified my loan. I requested an itemized payment schedule and a breakdown of cost. Both requests remain unresolved. I was told if I didn't like the terms pay the loan in full. The loan is more than I paid for the house and wanted additional information to make an inform decision. I had no choice to accept the terms however, the process and the lack of documentation is unfair. Loancare should provide not take advantage of individuals during XXXX. I'm making the payments on time however, the additional cost of should not be included on my new terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93311
Submitted Via: Web
Date Sent: 2022-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Good afternoon, I was approved for a forbearance plan related to the covid-19 pandemic with LoanCare in XX/XX/XXXX. In XX/XX/XXXX, I was ready to end the forbearance, and I received information from LoanCare regarding a Trial Period Plan for a mortgage modification. The three consecutive payments of {$840.00} were to be made in XXXX, XXXX and XX/XX/XXXX. I made the {$840.00} payments on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX in XXXX to LoanCare according to the Trial Period Plan for the mortgage modification. After these payments, I was to wait for LoanCare to put together the new modification agreement While I waited, I would contact LoanCare every month to make sure no payments were needed from me, and they continued to tell me I had to wait for the agreement to be put together by their underwriting team and that I would receive it in the mail. XX/XX/XXXX comes along and I received information regarding XXXX and the Michigan Homeowner Assistance Fund ( MIHAF ) Program. The program would help homeowners pay outstanding forbearance balances so I applied. I was approved, but in order to receiving the funding from the MIHAF program, I needed to remove myself from the mortgage modification process through LoanCare. I submitted a letter to LoanCare on XX/XX/XXXX, asking them to remove me from the modification process in order to receive the grant assistance from XXXX and the MIHAF Program. I was removed from the loan modification process. It's now XX/XX/XXXX. LoanCare received the grant from the MIHAF Program totaling {$15000.00} on XX/XX/XXXX. The grant covered my LoanCare balance through XX/XX/XXXX. My XX/XX/XXXX and XX/XX/XXXX payments were my responsibility and I paid the balance of {$1800.00} on XX/XX/XXXX. My account is now current and my next payment is due on XX/XX/XXXX. I was interested in refinancing last year ( XXXX ) due to the fact I have a lot of equity in my house, but after talking with XXXX XXXX from XXXX XXXX XXXX XXXX I knew I had to make those three trial payments before I could do so. Fast forward to XXXX of this year, I knew I had already made those payments and I was in the process of receiving the grant from the MIHAF Program. I was now ready to refinance. I had reached out to XXXX XXXX in the beginning of XXXX to get the process started. To refinance, I have submitted an application, provided proof of paystubs, W2s and bank statements. I have even paid for the appraisal and had it scheduled to be done. Yesterday, XX/XX/XXXX, I received an email from XXXX XXXX stating that, Per Covid guidelines, Borrower must make 3 on time payments after the grant from XXXX which was applied to the mortgage on XX/XX/XXXX and they can not be pre-paid. Loan to be denied and they can re-apply after they have made the 3 on time payments ( payments start XX/XX/XXXX ). I am unsure as to why I have to make three more consecutive payments related to the grant I received because I had already made the three payments in XXXX for the forbearance with LoanCare. I provided XXXX XXXX XXXX with documentation to back up my case to provide the underwriter. They were having a hard time understanding why I made the three consecutive payments according to the Trial Period Plan but then no payments were made after. I explained to XXXX that this was because I was waiting on LoanCare to provide me with the updated mortgage modification documents to sign. LoanCare specifically told me that no payments were required of me during that time because their underwriters were putting together the paperwork. I called LoanCare today, XX/XX/XXXX, around XXXX and spoke with XXXX XXXX confirm this. She said I was correct, and that the loan was being recalculated and reconfigured during this timeframe, therefore no payments were necessary after the trial period plan until I signed and LoanCare signed the new mortgage modification documents. After providing this information to XXXX XXXX XXXX, there response was, " I think what you are not understanding is even though you made the 3 payments in XXXX you then stopped making payments. The guideline states you can not apply for refinancing if you have not made at least 3 scheduled payments. During Covid home owners were trying to start refinancing before they had made the required payments. They want to see at least 3 payments are made to show you can handle the mortgage payments again once out of forbearance. The forbearance was used to give relief to those struggling to make payments, by requiring at least 3 payments made the lenders could insure the homeowners were back on their feet and could continue to make payments. By making the payments and then stopping it appears you were not able to maintain payments, I understand it wasnt your fault that Loan Care didnt take your payments but there is nothing we can do to override the guidelines. '' According to these guidelines, the covid-19 forbearance rules and LoanCare 's modification process, I did what was asked of me. There are no guidelines to override. The guidelines were followed and most importantly, I was following the rules set in place of my mortgage servicer, LoanCare. I made the three consecutive payments in XXXX and was able to show I could handle the mortgage payments again. I followed LoanCare 's loan modification process after these trial payments were complete. LoanCare 's modification process and delay in turnaround time should not be held against me in this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48169
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home is in foreclosure since 2009. I have attempted in good faith to to mitigate this matter by offering a short payoff. Although the lender does not have an original mortgage note and the alleged modification was not signed by me or authorized. The attorneys have not worked in good faith. I have tried for several years to resolve this matter. I ask the CFPB to investigate my entire file and review all documents including but not limited to the mortgage note, allonges, assignments and any alleged modifications. Please note that all required notices were not properly sent to me or my deceased mother. I believe that the Dead Man Statute of XXXX XXXX Prohibit foreclosure in this matter absent an original note or a authorized modification signed by both owners of the property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XX/XX/XXXX, LoanCare , LLC ( XXXX XXXX XXXX ) incorrectly purchased hazard insurance for my mortgage loan. Upon calling numerous times, LoanCare responded and said that they recently erroneously updated the date of my insurance expiration to XX/XX/XXXX instead of XX/XX/XXXX. They also responded and said that the insurance premiums would be refunded to my escrow account as a result of their error. On XX/XX/XXXX, I received an update to my mortgage loan requesting an additional {$440.00} as a result of the negative escrow balance from the illegally and incorrectly purchased insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
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 have contacted loancare twice on incorrect credit reporting for my credit report. My mortgage statements are correct but are totally different than what is reported on my credit report monthly. I was given a {$14000.00} grant inwhich i am not responsible for paying and they are reporting to the credit bureaus as apart of my principal balance and giving me a monthly balance increase. I have attached what my authorized mortgage company reported, versus what LoanCare is now reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage servicing company has repeatedly ( for years ) misapply my escrow payment. On XX/XX/XXXX I sent an electronic transfer in the amount of {$3400.00} to cover my escrow shortage. By paying the escrow shortage my monthly noted should be {$140000.00}. If I didn't pay the shortage my note would increase to {$1700.00}. LoanCare processed it on XX/XX/XXXX as 2 different transactions : the 1st in the amount of XXXX and another in the amount of {$1700.00}. Because these funds were not properly disbursed to the escrow account my monthly mortgage payment increased to {$1700.00} instead of the correct amount of {$1400.00}. On or about XX/XX/XXXX I contacted LoanCare regarding an error in my escrow account and payment resulting in an incorrect increase in my monthly mortgage payment. After approximately an hour on the phone I was assured everything was taken care of and my account was up to date. On XX/XX/XXXX, I opened my statement to find that the error had not been corrected. Again I phoned the customer service dept and spoke with XXXX who quickly and wisely transferred me to the " Escalation Dept '' when I was rudely assisted by operator XXXX ( XXXX? XXXX? ). He informed me that I was wrong. My account was not up to date and I owed some outrageous amount of money. I asked to speak to his supervisor and he informed me that there was no one higher who could help me. Eventually, after a heated conversation he agreed to forward my case for further investigation. At this point I called XXXX XXXX XXXX, EVP, Client Relations and left a voicemail and contacted XXXX XXXX. At XXXX XXXX 's request, I was contacted by XXXX XXXX XXXX on XX/XX/XXXX. Have several hours I was informed that the " error '' had been corrected. Unfortunately, the error appearently has not been correct as I received a FedEx on XXXX, XXXX requesting me to " act now to prevent foreclosure '' ( this is paraphrased ). I called XXXX XXXX immediately and have left a total of XXXX voicemails, XXXX voicemail for XXXX XXXX and an email to both. To date neither have replied. I have spent hours on the phone with LoanCare trying to correct their accounting error only to be treated rudely and as if I was at fault. If this had been the XXXX time I had this experience with LoanCare I would be more forgiving. However, over the past several years this same issue has resulted in numerous hours of my time being wasted correcting their accounting errors. During the COVID crisis, I was originally denied forbearance because I was " delinquent '' on my account prior to the COVID crisis. Of course, this was not correct, it was a direct result of their accounting errors. I have never been delinquent on my mortgage. I pay religiously every month as a matter of fact, I pay additional funds every month. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was sick with XXXX. This company purchased my loan from another company. I was not notified correctly. I only knew because of my alert from the XXXX with a phone number listeted. I called many times was unable to get a rep. So I attempted to create an account online. However, I couldnt had to try 30 times.When I finally got in after sending several emails and waiting for them to open back up that Monday morning. When I attempted to login to account it was not linked to my profile to be able to make a payment. I had to get tech support to investigate the issue and they took the payment over the phone. Online it shows my account on time as current I had no clue it was a return payment. Per law we have to be notified. The rep advised me they will be sending out a letter. The issue is they had my phone number and address that was never attached to me. I did not get any communication from this company. So I couldnt not make payment due to issues from their system. I ask if they could consider a good will update as paid as agreed being it was update on XX/XX/XXXX which was not correct per law you have a grace period you also need to be notified. Per online I do have screenshot it shows XXXX on time and XXXX ontime. Please update my account as paid as agreed or delete my account from credit profile I did not autorize anyone to report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is a letter that I sent to the office of the customer. To date Ive not received a response. Re : Loan number XXXX XXXX XXXX XXXX XXXX and XXXX I hope this note finds you all doing well. I am writing you on as conservator / guardian of my mother XXXX XXXX XXXX. I have recently been appointed to this role given my mothers official diagnosis of XXXX / XXXX earlier this year. Based on findings from her XXXX she has likely been living with this condition at least the past 5 years. Im happy to share a copy of this diagnosis if helpful as you evaluate this situation. In connection with my appointment as conservator, I have been actively working to get a handle on her financial situation. Unfortunately its pretty bleak and we are discovering a situation of maxed out credit cards, online fraud and many other situations that continue to surprise us. In connection with receiving access to the referenced loan above, I was tremendously shocked to see that this loan had {$3300.00} of accrued late fees associated with it, knowing that my understanding was that my mother always prioritized paying her mortgage every month. I have had a number of conversations with very helpful Loan Care agents who directed me to you, as the only resource to hopefully remedy and rectify this situation. To date, no one has been able to provide me with a detailed breakdown of the accrued fees that resulted in the aggregate balance. It sounds like a significant portion of this was charged prior to Loan Care assuming the servicing for this loan in 2019. Im still waiting for a detailed breakdown to learn more ; however, assuming a {$34.00} per payment charge, this would imply that my mother was charged late charges approximately XXXX times, which seems a bit excessive. Based on discussions with agents, it appears that perhaps my mother had incorrectly set up her auto debit at the end of the month vs. the beginning of the month, but has always made consistent monthly payments on her mortgage. Given that this mortgage recently transferred to you all, it is unclear as to whether anyone ever tried to call my mother to make her aware that she had incorrectly set up her auto payment at the end of the month. My mother says that she does not recall anyone ever contacting here, but given her current and prior mental condition, Im not sure we can say that unequivocally. We are in the process of getting her property sold and getting her moved into an assisted living facility. Im hopeful that we will be able to sell the property and settle the remaining mortgage balance and pay you guys in full. However, I am asking for your sympathy given the circumstances associated with the situation and waive/ write-off these excessive, and I could argue potentially deceptive and predatory late fees that unfortunately were charged XXXX times to an elderly woman who made a monthly payment every single month, based on my records but somehow set up her auto draft to occur at the end of the month, versus the beginning of the month. Please dont hesitate to contact me directly at XXXX or at XXXX if I can be of further assistance or provide any additional information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
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 a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you. "
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A