Date Received: 2022-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been trying to get out of forbearance since XX/XX/2022, It is now XX/XX/2022. We have sent over every single documentation they have asked us for, and even then it was difficult for them to say they received everything they needed. We are tired of waiting for some documents we have to sign to receive, supposedly it only takes XXXX business days to receive and its been over a month since. Every time we call it is something different, they say they sent out documents with modifications to our loan and to get us back on track but we still have not received anything. Its been over 2 months with this back and forth. What we want is to start making payments to our mortgage and get back on track. There is always a different story whenever we call to follow up. We need this to get resolved ASAP. We have to get out of the forbearance.
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: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: For over six months I have been attempting to work out a Loan Modification agreement with this company since the end of 2021. I do not believe this is a legitimate company and I feel that they intentionally engage in dishonest tactics and unfair business practices. The CFPB does exactly nothing about it, Per my attorney 's instructions, I am filing a final complaint before commencing a lawsuit. I requested a loan modification due to employment income loss from XXXX which has never returned. I couldn't afford my payments prior, and now LoanCare has made me an offer raising my FHA interest rate from 4.00 % to 5.20 %, and my monthly payment from {$1600.00} to {$1700.00}. No reasonable person would agree to this offer, therefore, I can only believe the offer was made in bad faith. Additionally, LoanCare turned my account over to collections during the review process of their loan modification process, which I believe is a violation of the Fair Credit Reporting Act. I have attempted to work this out with the company directly multiple times, they refuse. Therefore, since the company is aware I couldn't afford my payments previously, refused to lower may payment and APR as requested, and has assessed bogus attorney fees {$1000.00}, which I will not pay. If LoanCare wishes to avoid a court resolution to this matter, they can re-extend the previous offer to lower my payment and APR. If not, I will have to pursue any and all available damages in court. No part of me believes LoanCare is a legitimate business or that they executed any of their dealings with me in the past year in good faith. I have also applied for assistance from XXXX for funds to pay all of the back payments I owe to LoanCare. If I receive these funds, it would bring my account current with LoanCare. They would then have no basis for any of the actions they have taken against me, including foreclosure during their own modification review process. I would also like to reiterate the company made me a different offer previously for a lower payment and APR, so it can be done. However, because LoanCare so XXXX, the documents arrived after their expiration date, so they were invalid and I had to start the process all over again. I'm asking LoanCare in writing, one final time, to do the right thing and re-extend the previous offer, they claim expired due to their mail issues, to avoid litigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I logged into the website and applied for a 3 month forbearance on our mortgage. My husband and I were just going through a minor rough patch and needed a little leeway to get us over the bump. ( During the pandemic, neither one of us lost our jobs but we did endure stents of lost hours which put us behind on multiple things ). I received an email advising I would receive a response within 3 days by email. Thinking the first did not submit correctly, I resubmitted again XX/XX/XXXX and XXXX again receiving no response whether the request was approved nor denied. I submitted an inquiry through the website requesting information about this, to which I received an email advising the request was forwarded to the appropriate team on XX/XX/XXXX. Receiving no response still by XXXX, I called and waited on hold for over 30 minutes to speak with an agent. It was at that point I was advised the account does not qualify and the forbearance is only offered for the Cares Act which stopped XX/XX/XXXX. When I asked why it was listed in two different sections on the websites, she diverted and told me to fill out a form to modify our loan. By this time, our account was in a past due status. The agent had refused to transfer the call to a supervisor and told me only a call back was available. I never did receive that call back. The next day a man showed up at my house wearing disheveled clothing and driving a beat up XXXX sedan. He knocked on my door consistently until I answered, barely opening the door enough for him to see my eyeball, and kept asking if I was the owner of the house. When I finally all but yelled at him, " what are you here for? '' he replied with " Look, I'm only hired to give you this slip of paper ''. I grabbed the paper and shut the door- only to find the paper was a notice to " Call loan care regarding your payments ''! The account would have just hit 30 days, if that. I reached out to the only person I knew from XXXX XXXX, which was the original company the mortgage was set up with. That's where I was set up with the liaison for LoanCare. The first email communication I received from XXXX was XXXX. He had me call to receive the full scope of the story and advise of how he wanted to handle the situation from his side. He told me it was his team that sent the rugged looking man to my house for some people are not aware of the payment assistance program that they offer. He advised that once the payment is made for XXXX, he would go in and remove the late fee associated with that ( was not done ) and any late fees going forward until the matter is resolved. He promised he would reach out and see about getting the forbearance pushed through, but in the meantime advised me to fill out a mortgage assistance application. I was supposed to hear back from the following week. It did not happen. My husband and I filled out the mortgage assistance application as we were advised to do. Upon submitting this application, all payments were SHUT OFF on our account! We were unable to make any payments or receive updated payment information through the website. We received notifications through mail saying we were approved for this loan modification. Then an email on XX/XX/XXXX saying the modification package is " on it's way ''. On XX/XX/XXXX, I received a phone call from LoanCare telling me in order to complete the modification they needed a copy of my marriage certificate and driver 's license. When I asked her why, she told me because the deed of the house is in your married name. We weren't married when we purchased the house and my driver 's license is not in my married name. From there the conversation went south when the agent would not allow me to talk, kept talking overtop of me and then started to accuse me of cutting her off when she was trying to talk. Once again I was denied a supervisor and still have not received a phone call back. So again I reached out to XXXX from XXXX XXXX, to which I received nothing for a week and had to follow up. He reached out for my drivers license and marriage certificate. From there I requested the modification be canceled and our credit report by corrected. It seems he ignored the request through email and I had to reach out again. From there I was asked to call him where I was told " The wording on the website may be a bit confusing but it's all correct. '' and " We have to report the account accurately. We can't go in and clear anything ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Mortgage company put me in foreclosure while waiting on my loan modification
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90291
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX LOANCARE services my mortgage. 1. ). I have an escrow account with LOANCARE from which my insurance and real estate taxes are paid. 2. ) Issue which I have repeatedly since XX/XX/2022 through XX/XX/XXXX have tried to remedy through phone calls, uploaded actual property tax bill and letters, have failed to CORRECT THE REAL ESTATE TAX AMOUNT FOR THE SECOND INSTALLMENT OF MY TAXES WHICH IS {$1400.00} and NOT the {$4800.00} which they have listed! 3. ) LoanCares XXXX XXXX XXXX refuses to finish a requested updated escrow analysis that would refund me the several XXXX dollars extra in my escrow account. She also has stated inaccurate information about the XXXX XXXX XXXX XXXX who handles my property taxes and assured me that my actual tax bill was correct. XXXX XXXX insists are keeping the amount Im paying into escrow each month at the same amount. Although she did refund me {$3200.00} from my escrow the account has an overage that is beyond reason. In conclusion, LOANCARE should correct my online portal information regarding my actual amount of my second installment of taxes and if possible, do an updated escrow analysis
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60490
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My home should've been foreclosed on prior to the COVID Pandemic, but it wasn't. COVID regulations helped delay the process. I wasn't able to make payments for a considerable amount of time due to unemployment and other reasons. On XX/XX/XXXX, my home burned down ( complete loss ). I informed the mortgage company and filed an insurance claim. The only insurance coverage was for the mortgage. The insurance company determined the amount of the payout and issued a check for approx $ XXXX. The full amount was made available to the mortgage company to be applied towards the principal. In XX/XX/XXXX, we put the property up for sale and a buyer quickly made an offer of $ XXXX. Shortly thereafter, the mortgage company filed a foreclosure lawsuit against us fully knowing that we had both a buyer and insurance money available to settle any outstanding debts with them. At this point, the mortgage company stated that since we were in foreclosure, they could not apply the insurance payout funds against the principal. They started requesting various documentation so that the foreclosure would change from " active '' status to " hold '' and then the insurance payout monies could be applied. All of the mortgage company delays have lined their pockets with additional interest off of the loan and whatever interest they're making off the insurance payment monies that haven't been applied, After filing all requested documentation, my foreclosure lawyer was in contact with the mortgage company 's foreclosure firm and they had agreed in principle to let the insurance payout funds to be applied under certain stipulations ( the paperwork that was already filed with the mortgage company ). Today ( XX/XX/XXXX ), the mortgage company is now saying that we are in a short sale status because the buyer 's offer is less than the amount owed and we have to follow the short sale protocols which can take up to 120 days. They are scheduling an appraiser and working with the underwriter to determine the value. We may lose the buyer over all these delays. The mortgage company still has NOT applied the insurance payout funds. $ XXXX ( offer ) + $ XXXX ( insurance payout ) is > than amount owed ( $ XXXX ). This appears to be unethical and perhaps illegal to withhold insurance payout money like that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33612
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX our monthly payment for our mortgage was processed like normal. That was until loancare sent a letter stating the payment was never recieved and that we've defaulted on our home loan. I've reached out countless times to try and figure out what happened. They've told us at least 15 different things. We were told if we send in bank statements that it would resolve the issue. We did that. They changed their minds and said that would no longer suffice and to send in a bank transmittal report so they could track where the payment went. We did that. A cashier with loancare decided that payment was never recieved. Our bank has told us numerous time that the money wad taken out of my fiances account and it was never sent back like loancare claims it was. Loancare claims that there were insufficient funds and the bank was sent the payment back. XXXX XXXX denies this and said no money was ever returned to his account. We've tried countless times to get loancare and XXXX XXXX to give us a solution. This is all happening while we're being told that we risk losing out house to foreclosure, our credit scores are rapidly declining, and this caused emense stress for my family. We get XXXX letters a week but not XXXX documented callback for case managers, supervisors etc. I need help and we've consulted with a lawyer and he has said this complaint is the last resort before filing legal claims against loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55303
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare XXXX XXXX XXXX ( XXXX ) I have maintained insurance on my property and paid for the policy separately from my mortgage and escrow account. I have sent this information to LoanCare. LoanCare accepted my policy in XXXX. Then in XXXX they rejected this policy and on XX/XX/XXXX they charged me {$2400.00} for a XXXX XXXX XXXX XXXX XXXX XXXX ). I protested this and on XX/XX/XXXX they accepted my policy and credited me for the {$2400.00} they had charged me back in XXXX. Then without any explanation on XX/XX/XXXX they once again charged me {$2400.00}. Then on XX/XX/XXXX LoanCare charged me {$2400.00} for the next years insurance. I continued to maintain and pay for my own policy. I continued to protest the placement of XXXX but without results. On XX/XX/XXXX LoanCare charged me for an additional year of XXXX at a cost of {$2400.00}. I once again I protested and provided the policy that I purchased separately and LoanCare once again rejected my policy. The policy that LoanCare purchased placed the value of the house at {$220000.00}. The XXXX XXXX XXXX values the building at {$3000.00}. I protested the improper valuation of the building for insurance purposes and talked with insurance experts who stated that even thought the insurance policy was purchased with a valuation of {$220000.00} if a claim was made the insurance company would not pay a claim for anything more than the actual value of the house or {$3000.00}. Essentially the purchasing of the XXXX for a {$220000.00} valuation was simply a fraud that increased the XXXX XXXX XXXX. I discussed this with the Insurance company, and they told me that they were not allowed to discuss this with me. I needed to discuss it with LoanCare because LoanCare was the insurance agent that placed the policy. LoanCare refused to discuss this with me. On XX/XX/XXXX LoanCare almost doubled my escrow payment from {$490.00} to {$930.00} to cover the cost of the XXXX. At this point I had been protesting the XXXX with no results from LoanCare for over 18 months and I was not getting anyone at LoanCare to respond to my complaints. So at that time I wrote to LoanCare to explain that I would not put insurance money into their escrow account. I made every effort to resolve this with them and they refused to communicate with me. On XX/XX/XXXX I reduced my payments to LoanCare to exclude the XXXX cost they charged me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53144
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I have submitted these five different consumer complaint number list below XXXX, XXXX I have received three response letters from my servicer regarding my claims with almost the identical responses in each letter. The responses in the three letter are stating the same false claim ; " As your loan is backed by XXXX XXXX ( XXXX ), the modification guideline does not permit any future escrow disbursements to be included in the modification amount. " I have attached a document calling out XXXX XXXX XXXX XXXX XXXX ( XXXX & XXXX ) that clearly show that my servicer 's statements/claims are completely false. If CFPB has no-one capable of reviewing false claims make by a servicer and simply taking the word and position of a dis-honest servicing company then I am forced to pursue a class action lawsuit against the CFPB and my loan servicing company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the beginning of XXXX, I have been trying to pay off my mortgage with LoanCare. The funds were wired per the instructions and within a few days, I received a letter stating my mortgage was paid off, and I confirmed by reviewing the balance on-line. Shortly after, I received another letter saying " thank you for paying off your mortgage, here is what to expect next .... '' Then, on XX/XX/XXXX, I received another letter from LoanCare saying my loan was in default since they had not received a payment since XXXX. When I called to inquire how this was possible since the loan was paid off, I learned that some of my funds were returned to my originating bank and I had an outstanding balance on my mortgage. Since then, I have been trying to pay off the balance and have received nothing but push back and issues from the company. This is costing me in additional fees, not only from the mortgage company, but also my bank because I have to pay for each wire, additional interest, and potentially my credit score. This is frustrating and I want to be made whole. I do not think its fair for them to be sitting on my funds and not applying them to my mortgage. I need help because LoanCare is not willing to work with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39501
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A