Date Received: 2022-05-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Complaint against " Loancare '' and servicer " XXXX XXXX. '' They will not send updated terms and agreement for loan modification. Request updated morgage filed XXXX and documents as requested over phone. Loan care excuse " our computers haven't updated. '' They continue to send old statements with old balance and interest rate. Asking for help and recovery of attorney fees. Homeowner are veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2022-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan servicer : XXXX I submitted a complete loss mitigation application on XX/XX/22 My application was assigned to a single point of contact ( XXXX XXXX ) and, per the attached letter, I was told I would be contacted within 5 business days to discuss the status. I never received ANY follow-ups regarding my application. My online account does not contain any information about the application decision. On XX/XX/22 I called XXXX to inquire about the status, unsuccessfully attempted to reach my XXXX, and was put on hold for over 30 minutes. When another customer service rep finally answered, she reviewed my account and told me the application had been denied. However, she could not tell me why I was denied nor whether I could appeal the decision as none of those documents had been uploaded into the system of record. Notwithstanding XXXX XXXX and XXXX XXXX XXXX violations, on its face it appears that the company would prefer that the account go into default rather than working with me on a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed a complaint with LoanCare Services twice already. It was closed stating they answered my concerns, no they did not. I am not the only one that is having issues with this mortgage company, I am just not able to fight them in court and they know it. They said they stated in my letter we take allegations seriously, but did nothing, nothing about anything. It states that LoanCare does not do anything unethical but yet they didn't even look into the case or the complaints or phone calls that I made to this company. I did this mortgage in my name only once I got divorced and for years was able to do whatever I needed too when it came to making decisions. I was informed that my ex was off my mortgage and he was, then LoanCare comes in looked at the original documents from XX/XX/2006 and poof he is back on the mortgage. No matter how many times myself or my ex-husband called the run around we got was horrible. We did get one person that was helping us once we had a lawyer call and was involved but then that person was not in the department any longer and we were back to square one. Since this was an issue for 2 years and payments were an issue we had to put the house for sale to get out from under this whole mess. That would not of happen if we had help from this company. You know what I got after I placed a complaint while I was in the process of selling my home a re modification notification, that was to cover their butts. In the letter they said they sent that I never received that I found on this site, they informed it was not in foreclosure and it was a part of a bankruptcy and debt not reaffirmed. It has been on both of our credit reports. I don't know how this company gets away with the way it does business. What did it do with the allegations? Did they even look into it? I say no they did not. I also over paid on the sale of my home by {$2000.00} and never received that when I called the mortgage company to see what happen they said I wasn't due anything. I pressed further and well look at that I am due money because it was sent out in XXXX which I never received. I know this doesn't seem like a lot of money to some but its a lot to me. This company has the worst customer service. You get the run around unless you know what you need to say, but for people that may not they would just hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the beginning of the pandemic, in 2020, I was deferred from my job and was offered forbearance from my mortgage company. I was told no payment would be due and my account would remain current. This was not the case. They did not honor the forbearance and claimed I failed to make my payments in a timely manner, in spite of the fact that I wanted to resume payment in accordance of the terms of our original agreement. Instead, they continued to report me late, returned my payments back, and threatened me with extortion. They said if I didn't refinance a new mortgage through them they would put me into default and initiate foreclosure proceedings. I was willing to comply as I felt I had no other options until I was presented with the following terms, 3 % at 15-years. When I received my application, the terms changed without notification to 5.75 % at 40-years. I explained I am now able to pay and resume my mortgage and I am seeking no more than 15-years terms and they claimed they only offer 40-years term. They have intentionally reported me late, which would prevent me from seeking other financing options. This is extortion. I have went online and have seen numerous others with the exact same scenario. Loancare needs to be investigated and its clients need help, especially me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Forbearance was processed by only for 15 months. I should have been eligible for the 18 months as I was told.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare contacted me via a mailed, written Escrow Analysis on or about XX/XX/22. The document explained that my loan account had an escrow shortage of {$10000.00}. It further noted that I could submit that amount in full to correct the shortage and reverse the resulting increase in my monthly mortgage payment. I mailed LoanCare a check for the full amount of the escrow shortage of {$10000.00} on XX/XX/22. The funds were received by LoanCare on XX/XX/22. According to their records, {$7100.00} of the {$10000.00} was labelled as " curtailment '' and sent to the principal. However, the entire amount should have been applied to the escrow account instead. I contacted LoanCare initially through their online contact form on XX/XX/22 and asked that the {$7100.00} amount be re-applied to escrow. That request was unsuccessful as I was not recontacted by the company. I subsequently contacted LoanCare by telephone on XX/XX/22. I repeated my request and was told that the reversal or re-application of funds would be processed within 5 business days. I re-contacted LoanCare by telephone again on XX/XX/22 as the re-application of funds had still not gone through. I was informed that the request on XX/XX/22 " was not clear '' and that the request would be submitted again with more detailed description.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good day, I have been having a lot of issues with my mortgage service provider. Some of the issues I've been having have been related to COVID relief and management of my loan. lender at many times provided inaccurate information that was at often times not documented well. Continued to report my payments as late even though they stated they would not. COVID relief has been applied for and submitted for the VA Loan. When I looked for relief they attempted to foreclose on my property by saying my escrow account was negative and I had to pay over XXXX dollars to bring the escrow account current. this was on top of my XXXX payment that was made two Months in a row based off of prior loan modification ( which expired because I continued to complain about innaccurate or subversive language ) which was asked to be edited because my ex-wife was listed on the documents when the divorce decree stated she was suppose to be removed. The assessor deed was provided with her name removed. At many times the reps. Would tell me that a special warranty deed could not be used. I had to push to management to get it resolved. With weeks of no correspondence after multiple attempts to follow up and manage my loan. With supporting documents. Had to send money orders with no name from the USPS over XXXX dollars in the mail. Currently XXXX, roughly in payments on top of my XXXX required mortgage payments. The service provider even stated that other customers had their loan payments stolen in the mail. Then told me I would have to pay three more payments to get the loan modification ( by money order with overnight or.two day shipping ) Then, told It was sent to the wrong address and I needed to mail it back Fees to send money orders are around XXXX or greater Loan Modifications we're requiring I waive my rights to XXXX exempt status provided by the state. Current payments were not reported and my credit report shows over XXXX days late. When addressed with provider I was told it would be brought current when I send the last money order to the lawyer. Then they will agree to do a loan modification. Until then I would only be allowed to pay by money order. These practices are concerning, to say the least. I believe that my credit account should be brought current and my loan modification be reviewed for fair credit practices. Also, during the loan modification I pleaded that they conduct an escrow analysis and update that I had a homestead tax exemption since XXXX. As of current the state has refunded up to XXXX back at which the service provider has collected a large portion of this money with threat of foreclosure ( note escrow account balance was negative XXXX ) after COVID forbearance had ended. Also, money orders were being sent to a personal residential address.. XXXX XXXX ( XXXX ) XXXX has been the collection rep. I believe that he has been simply trying to collect with threats over losing my home. I do not believe that their actions were in order of protecting the consumer. I believe that they used threats against me due to forbearance and failed to inform me that I was entitled to loan modification free of errors and misguided loan modification to attempt to force foreclosuring even though short correspondence was conducted. I would have to follow weekly and always received different answers and different assurances. The VA has provided measures to prevent this type of loan shark behavior, I feel very concerned about my home and even reporting them. I dont want them to take legal actions against me.. Please assist.. Very Respectfully, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This lender was not my choice. My initial mortgage was sold to XXXX who is using Loancare as it service provider for my mortgage. I have independently paid for flood insurance since XXXX but it's only been since early XXXX when I requested that Loancare not include my flood insurance premiums in my escrow nor that they pay the premium from my escrow account. That's when my troubles with my escrow account started and I've had nothing but problems with them ever since. On XX/XX/XXXX the {$480.00} premium was paid by Loancare without review of the notes in my file that indicated I would be paying my own premiums. I received notification by email that Loancare had paid the XXXX premium. I had already written my check for the payment and had it ready to mail to my insurance agent. I called Loancare immediate and was told I would have to replenish my escrow account the premium they had paid to avoid an escrow shortage. When I spoke to a customer service representative at Loancare, they told me they could see that I was paying my own premium but discovered that the escrow department did not review the notes prior to payment nor did the departments converse. I began requesting my escrow account be waived. My request was denied multiple times stating that my principal balance is greater than or equal to 80 % of my original appraised value. However, no one I spoke to would provide details about the process with which to adjust my appraised value. I believe in early XXXX I received a letter indicating that my property was now in a flood zone and would be required to purchase flood insurance. Once I provided proof my escrow account was increased to allow for the payment. I again reinforced that Loancare was not to manage the payment for my flood insurance premium. Finally in XXXX, I was able to make my own flood insurance premium payment. Proof of my coverage was provided to Loancare and it's not been a problem. Unfortunately, Loancare has mismanaged my escrow account since the problem with my flood insurance. Finally on XX/XX/XXXX, XXXX from Loancare shared that it would take a Broker 's Price Option ( XXXX ) or an appraisal as Loancare continued to use my initial home value of approximately {$100000.00} with a mortgage value of approximately {$94000.00}. XX/XX/XXXX I was told by XXXX that I would have to use their Broker and their appraiser. That didn't sit well with me as I have not been able to trust Loancare and/or their escrow account. On XX/XX/XXXX I submitted a BPO via my portal with XXXX/Loancare. I received an email confirmation it was received. I thought the process had been started. I have paid extra to my principal each month when making my monthly payment. My XX/XX/XXXX analysis of my escrow account indicated a shortage of {$140.00} was needed to balance my escrow account. That payment was mailed on XX/XX/XXXX and applied to my escrow on XX/XX/XXXX. Because my payment for XXXX had already been calculated with an increased amount due to my escrow of {$12.00}, only {$10.00} of the {$22.00} additional principal I submitted for my XX/XX/XXXX payment was applied to the principal, despite paying my escrow shortage in full. At one point I discovered using my online portal that the extra principal of {$34.00} I paid had been applied incorrectly and needed to be re-applied. It took a request from me to have that done, which took time for them to process. On XX/XX/XXXX, my first half property tax payment was deducted from my escrow account in the amount of {$1200.00}, which caused an escrow shortage of {$240.00}. My XX/XX/XXXX payment absorbed {$180.00} of that amount then leaving a shortage of {$65.00}. I mailed the {$65.00} shortage on XX/XX/XXXX. The {$65.00} wasn't applied to my escrow until XX/XX/XXXX. On XX/XX/XXXX, the {$65.00} was removed from my escrow and re-applied to my principal. XXXX told me that she could see that it was paid, applied and then re-applied and that it would take 5 days to resolve. She also told me that the property taxes were paid in bulk for all the parcels serviced by Loancare and then the Treasurer 's office would disperse to the appropriate parcels. I was provided a check number for tracking purposes. On XX/XX/XXXX, per XXXX, I was told that XXXX, the company Loancare uses to pay property taxes had to reissue my tax payment because the county treasurer 's office had returned my tax payment for " incorrect payment method used ''. I spoke to XXXX and XXXX at my county treasurer 's office and they said they had never heard of such a thing. They pulled up my parcel and showed me that my property tax payment had not been received. My parcel reflected that in XXXX XXXX had paid bulk property taxes to my county treasurer in the amount of XXXX XXXX plus dollars of which my taxes had been a part of. Nothing was reflected on my parcel for XXXX. I had asked Loancare to investigate why my tax payment was removed from my escrow and not submitted to my treasurer. I was referred to Loancare 's Escalation department and spoke to XXXX. She was to submit a work order to determine why my taxes were not paid and that the process to close my escrow account would be completed by XX/XX/XXXX. I did not hear anything more from Loancare about the investigation. As of this writing I still do not know why my property taxes were not initially paid. The first half property taxes were due by XX/XX/XXXX. During the month of XX/XX/XXXX, I kept watching my local county Treasurer 's website for payment of my taxes. They weren't applied to my parcel by XX/XX/XXXX. After calling Loancare again, I was told that XXXX had submitted my tax payment by XXXX XXXX on XX/XX/XXXX and was given a tracking number. My property tax payment made by XXXX was not received at my county treasurer 's office until mid day XX/XX/XXXX. On XX/XX/XXXX, my first half property tax payment was returned to my escrow account. On XX/XX/XXXX my first half property tax payment was again removed from my escrow. In addition, the re-application of my {$65.00} escrow shortage happened on the same day. Again my request to waive my escrow account was denied because of the misapplication of the shortage in the first place. On XX/XX/XXXX I spoke with XXXX about the denial letter to waive my escrow account. I was to disregard the letter and was told my escrow account was scheduled to be closed by Friday, XX/XX/XXXX. She transferred me to the escalation department again. However, I have not yet received a response. My escrow payment amount was still reflected in my online portal and included in my monthly payment. On XX/XX/XXXX, I spoke with XXXX who indicated that my request to waive my escrow was still going in the right direction and was to be completed by Friday, XX/XX/XXXX. The updated analysis of my escrow account on file still reflected my same escrow payment of {$180.00}. I explained that I did not want to make my XX/XX/XXXX payment until the escrow amount was removed because I had been told repeatedly that my escrow account would be closed. On XX/XX/XXXX at XXXX Pacific Standard Time, I spoke with XXXX. My request to close my escrow account was still processing and that my escrow would not be closing until XX/XX/XXXX. There was no reason indicated but it is being closed and I was approved to have the escrow account closed. She could forward me to the Escalation Department and I refused as I had spoke to someone there twice and was unsuccessful in receiving a response. I was told that if I did not make my full payment including my escrow amount, my payment would be considered late and it would reflect negatively on my credit report. So I paid my payment by phone and it was applied that day. Now my escrow account has an {$180.00} balance. I asked for a supervisor or a department head. I was placed on a lengthy hold and found out a supervisor was not available. XXXX said she has sent the supervisor an email and he would return my call after XXXX pm Pacific Standard Time on Monday, XX/XX/XXXX and that they would resolve the issue. With no response from the supervisor, I went into my portal with Loancare and sent an email request to have my escrow account waived immediately and wanted my XX/XX/XXXX escrow payment of {$180.00} returned to me in full within XXXX hours. It it the evening of XX/XX/XXXX and I have yet to receive a response from Loancare or their escalation department or a response from my online escrow request. My telephone contact with Loancare is extensive. I've spoke to a different person each time. I have detailed notes. This will be my third complaint with CFPB regarding my escrow account with Loancare. NOTHING HAS BEEN DONE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our Mortgage service company LoanCare is delinquent in paying our flood and property insurance from escrow resulting in the policy being cancelled. We have called Loancare at least 4 times over the last 6 weeks and they have promised 3 times promised to overnight the payment to the Insurance company, but that has not been done. We have also submitted inquiries via their web portal. LoanCare , LLC XXXXXXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We obtained a Covid mortgage forbearance in XX/XX/XXXX from XXXX. The loan was subsequently transferred to LoanCare for servicing. In XX/XX/XXXX, we received a document stating the loan had been modified and would be coming out of forbearance. We subsequently signed, notarized and mailed a loan modification document as requested. When we continued to make payments, they were not reflected on the LoanCare website. We were advised that our payments were being held " somewhere '' until the process resolved. Later, when we were variously advised that LoanCare could either not locate the modification documents or that they contained errors, we were asked to sign and notarize an entire second set of loan modification documents. Loan Care failed to produce a current account history to enable us to re-finance this mortgage at a lower rate, which was the sole reason our refinance did not go through, leading to thousands of dollars in additional costs over the lifetime of the loan. Since XX/XX/XXXX, we have spent countless hours on the phone with XXXXLoanCare representatives to resolve this issue. We have received inconsistent instructions and documents in the mail with inaccurate dates and deadlines to sign from XXXXLoanCare. XXXX/LoanCare representatives advised us to stop payments. We are now receiving threats of foreclosure in the mail claiming that they have failed to make payments on the loan. At one point, we spoke with XXXX who represented herself to be a supervisor of supervisors in the Loan Modification Department. XXXX claimed she would be our " advocate '' and apologized for everything that had happened on the account. She claimed she would call us back and resolve all of the issues with the underwriting department. She has refused to provide an extension or direct number to contact her. She has not resolved the issue. During XX/XX/XXXX, our lawyer has repeatedly attempted to reach XXXX. She spoke with supervisor XXXX who sent XXXX a direct message to call me back. XXXX advised that she was working on the file and knew about the issues and that it would be best to wait to talk to XXXX about the file. Most recently, on XX/XX/XXXX, our lawyer left another message with a representative to ask XXXX to call her back. She has failed to return the call, despite the issues with the Loan. To date, the issues with this XXXX have not been resolved in spite of our diligent efforts. Instead, XXXXLoanCare has XXXX reported missed payments to credit bureaus to the detriment of my clients ' credit. XXXX/LoanCare merely continues to send confusing letters advising that they do not have enough information to resolve the credit bureau reporting issues. XXXXLoanCare has failed to send the correct loan modification documents after repeatedly promising to do so. XXXXLoanCare 's failure to remedy the situation in a timely manner is causing us an inordinate amount of stress and financial difficulties. XXXXLoanCare is now refusing to even accept payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A