Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXX utilizing USDA financing as I was a newly divorced, single mom with XXXX children ( Purchase amount {$140000.00} ). In XX/XX/XXXX my employer sent everyone to work from home. The bills increased as all three of us were now home and I was struggling to make my mortgage payments. I asked to take part in the XXXX XXXX mortgage forbearance option in XX/XX/XXXX and was approved. I did not make payments from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX I applied for a loan modification. By this time my loan was sold from XXXX Loan Servicing to LOANCARE LLC ( Balance of {$140000.00}, but LAONCARE tacked on what they claim was accrued interest during forbearance of {$4000.00} bringing it to {$140000.00} ). I resumed making monthly mortgage payments in XX/XX/XXXX until XX/XX/XXXX. I stopped making payments at this point because I had decided to sell my home and trying to work with LOANCARE had become impossible. From XX/XX/XXXX until now dealing with LOANCARE has been an absolute NIGHTMARE!!!!!! I submitted a complete loan mod packet as required in XX/XX/XXXX. I received confirmation from LOANCARE that this was in effect. I alos received a letter describing that I had been assigned a loan modification advocate which was a complete lie. I tried reaching out to this person and was told there is no such person working there by that name or extension ... ... .go figure. In XX/XX/XXXX LOANCARE contacted me saying I needed to submit everything all over again because it expired, so I did. I received ANOTHER loan mod packet in the mail XX/XX/XXXX. This is going on almost a year of dealing with a company who WILL NOT explain the insane additional charges they tacked onto the loan now totaling well into {$7000.00}. Not to mention NO ONE can answer any question with any consistency. One person tells me my paperwork is being processed, but then I get a packet the mail. One person tells me I have no payments due until XXXX because I am in the middle of a loan mod and the next thing I know I am getting passed due notifications and my payoff amount increased another {$1000.00}. I am at my wits end with this company and I truly believe it is their sole purpose is to bankrupt taxpaying mortgagees into foreclosure by giving them absolutely no way to navigate a loan modification. This company has tacked on so many charges to my loan that I don't even know what is interest, what is principal, or what the actual balance of the loan is anymore. I certainly hope there is SOME SORT of help out there for taxpayers in this similar situation. I have researched this company several times and there is no shortage of complaints, class action lawsuits and litigation against them. I can not believe they have not been held accountable yet for, what seems to me, to be a multitude of consumers crying for help with the very same issue I am experiencing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We Applied for and was approved for Covid forbearance, when we applied and was approved we were current on our fha mortgage. When we were coming out of forbearance they sold the account to XXXX, we worked out a loan modification with XXXX Fast forward to today we are selling the house involved, its under contract due to close XX/XX/XXXX We applied for and got denied for a new mortgage due to loancare the original loan company not reporting the payments as late but what they did do was write in the status more than 120 days late. This is the only reason our new mortgage was denied Per the Covid forbearance laws it was stated if you were current on your mortgage when you were approved, which we were then there will be no negative impact to your credit I have emailed and called loancare and have gotten nowhere on getting this resolved
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare is the servicer on my mortgage. I have an escrow and they are responsible for paying my homeowners insurance. LoanCare inexplicably short-payed my premium even though I sent them the paperwork showing the proper amount. I filled out an online form complaining about the issue and requesting LoanCare to make the full payment. LoanCare did not timely respond. I then called to complain and make sure the premium gets timely paid to avoid cancellation. The representative I spoke to said it would be paid right away and not to worry about it. The payment was not timely made. So I had to call my insurance and make the payment myself, but the policy was still cancelled. I'm currently waiting over the weekend with no Homeowners ' Insurance waiting for my policy to be re-instated because my loan servicer forced me to have an escrow account but is not responsible enough to pay my homeowners ' insurance premium.
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: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have fighting to get my problem resolved for the past one year but not gotten anywhere. I have attached the details of the narrative in a chronological order with exhibits to make is easy to follow, therefore I will not repeat it here.
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: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At beginning of XXXX, I requested to be on forbearance starting on XX/XX/2022, due to COVID-19. I have a mortgage backed by XXXX XXXX and I requested the forbearance from the servicing company LoanCare. I was also current with my mortgage, It was confirmed by an employee of LoanCare, XXXX # XXXX, that they will not make a payment for XX/XX/2022. Around the XXXX of XX/XX/2022, I realized that LoanCare tried to make a payment for XX/XX/2022, my bank denied insufficient funds, and LoanCare tried a second time with the same result. I immediately called LoanCare and spoke with a supervisor who confirmed and told me that he was seeing what was the mistake that XXXX # XXXX did, and because of that the system did not process my forbearance properly. He told me that he will fix this, he will need the help of four other departments, which will take a few days, but we will have time to finish this request before that LoanCare transfer my file to another servicing center XXXX on XX/XX/2022. Another issue was that by mistake I sent an extra payment in XX/XX/2022, thinking that my bank refused the regular payment but they did not. I asked LoanCare to refund me because I needed this amount very badly. That day, It was confirmed by this supervisor, that he will correct the forbearance and started it on XX/XX/2022 ( as they were denied with the payment, obviously XXXX wasn't paid ), he told me that I will be refunded for the extra payment in XX/XX/2022, and everything will be under control when they will transfer my file. Unfortunately, LoanCare did not do anything that the supervisor told me, even worse they tried to make a payment also in XX/XX/2022, twice, before transferring my file to XXXX, the new servicer. The major problem is that LoanCare applied my extra payment for XXXX, on the XX/XX/2022 payment, instead of starting the forbearance as confirmed by two different levels of employees. I found myself without the refund of {$670.00}, and without forbearance due to COVID-19. LoanCare knew that we had an issue, and they try to take XXXX 's payment like all is good. THEY TOOK MY RIGHTS TO BE ON FORBEARANCE DUE TO COVID-19. They treated me differently than other clients of theirs. I called the Social Media/Client Complaint Supervisor many times and she hung up on me and decided to never take my call again. I received many letters explaining that I was not eligible for forbearance because I was not XXXX months delinquent. They used the word " Loan Modification '' instead of Forbearance, to try to save themselves I guess. It was confirmed many times by XXXX XXXX and CFPB that we do not need to be delinquent to start a forbearance due to COVID-19 for loans backed by XXXX XXXX XXXX So that letter was totally false. I never received the refund for the extra payment that I still more than needed. Now they always answer that I need to deal with the new servicer, LoanCare can not help me anymore, and that they will not refund me. All of this after I did what I needed to do to be on forbearance. I followed the rules, I am honest, I respected that mistakes can happen and I make another long call to a supervisor, which confirmed, ON A RECORDED LINE, that everything will be fixed, the forbearance and the refund. LoanCare did not respect their own words, through this supervisor and XXXX. This is pure discrimination, and that's enough, I don't accept that I was denied by LoanCare, and even when they knew that something was wrong, they continue to try to pass payments for XX/XX/2022. That caused irreparable damage to my business relationship with my bank. I have no choice now to close the account and change banking institutions to stop servicing companies trying to take payments when they are not supposed to. XXXX and Credit Bureaus are keeping the information and the numbers of Insufficient Funds in my account that passed and that might cause me real problems in near future. LoanCare did many mistakes and they have a responsibility, not me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind in my mortgage payments starting in XXXX XXXX Household members which were helping pay for stuff where unable to get jobs due to covid. I was living on a strict budget & when this happened & EVERYTHING started to cost more, I fell further behind on everything. I applied for mortgage relief thru my servicing company Loancare. Since then I have had to apply twice & now looking towards the third time. Each time I have contacted them I was told I was missing paperwork. I immediately sent what was needed. XXXX weeks would go by & told again missing paperwork. I faxed, physically sent & emailed what was needed every time. After the first 2 months of going back & forth with Loancare I was told I was using the wrong email address- I was using the one that was PRINTED on the letter directly from them. XXXX mnths latter & still missing paperwork & paperwork unacceptable for various stupid reasons. From what Ive been reading from others this is the common practice with Loancare. Plus every time you call Loancare you have to speak to someone different all though I received a letter stating that a certain person was handling my account-they would never return my calls. When you call Loancare & finally get the Loss Mitigation department all you get is scripted responses for every complaint even thru their supposedly Supervisors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 416XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was XXXX from XXXX to XXXX from a on the job injury, during that time we fell behind on our mortgage, because of the length of time for me to receive w/c and XXXX social security , I borrowed the money from my attorney to pay at that time the mortgage holder was XXXX XXXX XXXX XXXX we was making payment from my XXXX monthly, it was a struggle, we fell behind again. I think inXXXX LoanCare took over our mortgage, and in XXXX, a short time after we fell behind again and asked for a Modification, it was granted for a year, at that time covid19 was spreading and we requested an extension or another modification, Loancare would mail us a packet, we fill out the forms, return them, we would not receive any information until the deadline had passed, we would have to do it all again this has been going on now for almost a year. The last time We sent the information by certified signature return receipt, after we received the signature card, I called them, they said they had not received the information again after the deadline they said they had found it, but the deadline had passed. They also withheld the information from us about the Covid Mortgage help, and they block the account so we could not make any payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 713XX
Submitted Via: Web
Date Sent: 2022-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have sold my home and noticed that my fha loans ( {$10000.00} and {$8300.00} ) and loan modification payoff to hud ( {$59000.00} ) were all going to be paid. My loan modification through loancare llc or XXXX was to include both of the fha loans as well as my missed mortgage payments. I called loancare on XX/XX/2022 at XXXX ( XXXX minutes ) to confirm the modification included the fha loans. The person with loancare did confirm and told me to call fha to figure out why it was still showing. I called calfha and they told me loancare made a mistake because those loans are not to be included into any modification. I called loancare again XX/XX/2022 at XXXX ( XXXX hour XXXX minutes ) and told them what I had learned. The first girl told me she didnt understand because thats what they were supposed to do for these modifications after Covid. I asked her for a breakdown of what the loan modification amount was for and they refused to send me one by mail or email. I asked to speak with a manager ( XXXX # XXXX ) who also told me no after a long hold time. She said she would give me a verbal breakdown and is as follows {$13000.00} delinquent - something I couldnt hear {$9900.00} taxes and escrow {$35000.00} outstanding principal My mortgage payment before the forbearance was {$1800.00} which broken down is as follows {$390.00} to principal {$940.00} to interest {$570.00} to escrow Principal times twelve months equals {$4700.00} so I dont understand where they got the outstanding principal figure they verbally gave me. But if I multiply my mortgage payment times 12 ( the time I spent on forbearance ) it comes to {$22000.00}. My original loan was for {$270000.00} and I owe {$230000.00}. If I add the {$59000.00} to what I owe it comes to {$290000.00} and if I also add both of the fha loans to that it is {$310000.00}. These numbers dont make sense. Someone there made a mistake and it needs to be fixed. Escrow funded yesterday and that means they will receive all amounts. Can you please step in and see that loancare llc or XXXX does the right thing and sends me back the money they dont have a right to? I hope I explained the situation well enough. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicing company Loancare performing fraudulent practices. After we sent payment deferment agreement, I called to pay out escrow account which was created unlawfully and the company applied payment to 2 months which were in forbearance and later were included in deferment agreement. Nobody in the company is willing to resolve an issue. Also we are not able to make payment online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65616
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello After checking my mortgage statements I have found suspicious activity which is affecting my credit score as well as the principle balance on the mortgage. I send payment at the beginning of every month via chase bill pay I have all bank statements showing payment goes though. However experian credit report shows Otherwise payment skips every other month and this impacts my credit score as well as the balance on my mortgage. Ive contacted my home lender loan care but they denied such activity however statements clearly show otherwise as some months the principal balance goes up instead of decreasing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A