Date Received: 2023-12-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, I purchased a property that will be under a tax abatement program ( PILOT or Payment In Lieu Of Taxes Program ) for the next 20 years. Under this program, I am only liable for a certain percentage of the property taxes : 50 % for the first 3 years, 65 % for the next 16 years and 80 % for the last year. My mortgage, as well as my escrow are serviced by LoancareXXXX XXXX XXXX XXXX Unfortunately, LoancareXXXX XXXX XXXX is unable to successfully process XXXX XXXX property tax bills. In XX/XX/XXXX, LoancareXXXX XXXX XXXX started charging me 100 % of the tax rate ( instead of the 50 % required by law ) and they missed the tax payment for the fourth quarter of XXXX ( due date of XX/XX/XXXX ). Since LoancareXXXX did not process my notices of error on this topic, I had to submit a complaint to the Consumer Financial Protection Bureau XXXX XX/XX/XXXX ( Complaint Number XXXX ) so that LoancareXXXX would bill me and pay XXXX town the appropriate amounts. After that complaint was resolved in my favor, LoancareXXXX started charging me the correct XXXX XXXX amount and refunded the late fee to my escrow. Unfortunately, LoancareXXXX again XXXX the tax payment for the third quarter of XXXX ( due by XX/XX/XXXX ) and also charged a late fee of {$26.00} to my escrow on XX/XX/XXXX. After this miss, LoancareXXXX issued an adjusted Annual Escrow Account Disclosure Statement on XX/XX/XXXX and sent me a letter indicating that I was to be responsible for tax payments since PILOT was considered a supplemental/special assessment and they were not responsible for these payments. Under this new statement, LoancareXXXX were not collecting escrow for XXXX XXXX payments and I was responsible for making those payments directly to the town. I was happy with this arrangement and I started making payments directly to the town ( See the XX/XX/XXXX payment receipt attached of my XXXX XXXX payment to the town ). However, LoancareXXXX did not take responsibility for the late fee of {$26.00}. On XX/XX/XXXX, I received a new Annual Escrow Account Disclosure Statement ( the third in XXXX ) indicating that LoancareXXXX were again going to begin collecting taxes in the escrow to pay the town for my PILOT/Property Tax bills. It is evident that Loancare/XXXX are incapable of processing my XXXX XXXX payments and they are consuming a significant amount of time and money from my side. I have also demonstrated that I am able and willing to manage XXXX XXXX payments on time directly to the XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08876
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I have been unable to work out a solution through the call center and no other contact information for loan care can be located. I am writing with an urgent concern regarding the inability to obtain a payoff for my mortgage account, despite multiple attempts and assurances from your customer service representatives. Over the past two weeks, I have diligently submitted four separate payoff requests for my account, anticipating a timely response. Two have been submitted online through the company 's servicing system and two have been submitted by the call center agents. Regrettably, to date, I have not received any information regarding the payoff amount. Each time I reach out to the customer service team, I am informed that it will take only 1-2 days, yet the actual resolution seems to be elusive well after the promised 1-2 days. Moreover, I am angered by the discrepancy between what I am told by the representatives and the lack of evidence of my requests in the system. It is immensely frustrating to continually encounter this disconnect, especially considering the imminent impact on my property sale. The buyer of my house is contingent upon obtaining this payoff, and any delay jeopardizes the termination of this transaction. While I acknowledge and sympathize with the security issues affecting MyLoan Care 's system, I find it challenging to navigate this situation without any clear explanation or tangible answers. I implore you to understand the urgency of my situation and the consequences of not receiving the payoff information no later than tomorrow, XX/XX/2023. I am reaching out in good faith, seeking a resolution to this matter as swiftly as possible. I request your immediate attention and action on this issue. Please provide clarity on the status of my payoff requests and ensure that I receive the necessary information to proceed with the sale of my property. I have filed a complaint ( complaint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with the Department of Savings and Mortgage Lending for the state of Texas and my investigator assigned as inquired with the parent company XXXX XXXX XXXX The below was received from XXXX XXXX XXXX over XXXX hours ago and we have still not received the necessary documents : All LoanCare customer service facing agents are currently going through a validation process to reinstate their security access to systems. The phone agents will not be able to process payments until that process is complete. Customers will be assisted with making payments on the website until all system access is restored. LoanCares website is expected to be operational within the next 24-48 hours. * Additionally, the website MyLoancare.com states in a banner that all issues are now resolved. If this is the case, then why am I being told the reason for the payoff request being delayed is due to the cyber attack if all issues related to this concern are resolved? I sincerely hope that we can resolve this issue without further delay. Your prompt assistance in rectifying this matter would be appreciated. I understand the system issues, I understand the security issues, however I have been told 5 times I will receive a payoff and I have not and this is compromising the sell of my property and risk of losing our buyer. I am sure you are able to sympathize with my situation and frustration during an already stressful time of selling a property ( which has its own contingency on a new build that will lose $ XXXX if we cant close on the aforementioned property. Thank you for your attention to this urgent matter and I look forward to hearing from someone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights under 15USC 1681 section 6 o 2 states I have the right to privacy ( 15 USC 1681 ) ( section 6 0 4 a section 2 ( it also states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 166b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: my taxes and insurance is escrowed. company changed the escrow requirements way more than was required and did not properly notify me on more than one occasion. My payment has been ach through my bill pay for XXXX. They changed the amount due and I was not properly notified and when my payment was sent in like it always does, on one instance they returned the payment, another instance they blocked the payment from the bank and the other time they collected the payment and had it sitting in suspense and did not apply it to my account. So instead of calling or emailing or sending a letter saying the payment amount received was incorrect and applied but is still short they just blocked it or collected it and put it in suspense which is basically " limbo '' and made it seem like I neglected in paying my mortgage and subsequently charged me late fees and reported the 3 late or missed payments to my credit which the 3 instances now are costing me a refinance that I am now trying to get done but cant because i have 3 negative hits and no matter how I pay my balances down to XXXX for everything else it still wont get my credit worthiness up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On or around XX/XX/23, I attempted to pay my regularly scheduled mortgage payment at XXXX XXXX XXXX, only to discover that the website was down and was down for approximately 10 days with NO explanation from the company or its parent company. Online searching revealed that the parent company experienced a cyber-attack and ransomware was involved ( XXXX XXXX XXXX Hit By Cyberattack XXXX ( XXXX ). However, NO communication was provided to me as a consumer. On or around XX/XX/23, the online account system ( www.myloancare.com ) was brought online. I made the first attempt to submit a payment and received an error message indicating that the payment was not successful. I tried again and received a payment successful notification. The payment was a successful XXXX debit on XX/XX/23. On today, XX/XX/23, another XXXX debit was made ty account and threw my account balance in the XXXX. I immediate called Loan Care at XXXX ( approximately XXXX AM XXXX ) and I spoke with XXXX. XXXX informed me that she could see the duplicate payment in their system and that their IT department is aware of the issues with the payments BUT : XXXX. They DO NOT do wire transfers ; XXXX. I would need to request payment research to be conducted which would take XXXX days to process and include proof the duplicate payment that she could already see ; XXXX. It would take XXXX days to receive a PAPER check. This is unacceptable!!! IF they can ACH debit to take my money, then they should be able to ACH credit my account to return my money. I am being seriously inconvenienced through NO FAULT OF MY OWN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am writing to report an issue with my mortgage loan, initially taken out with XXXXXXXX XXXX XXXX The agreed-upon payment was {$1700.00}. However, after the loan was transferred to two other companies, now serviced by XXXX, my monthly payment has escalated to {$2300.00}. This increase was first attributed to insurance, which I was not informed about, and now to taxes, despite my payments into an escrow account. I have attempted to resolve this with XXXX, including notifying them of a year-long absence due to XXXXXXXX XXXX XXXX orders, but have received no response. Additionally, I was never notified of any impending changes to my payment. The lack of response and transparency is concerning, and I seek your guidance on how to address this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage company is XXXX XXXX XXXX serviced through LoanCare. They were experiencing outages of their newly renovated website. I made a payment, and they withdrew two payments from my checking account. One of those withdrawals was without my authorization and an error on their end. My checking balance is now negative {$2100.00} and I have no access to money. Orders Ive placed have been cancelled due to insufficient funds and I have no access to cash. I spent two hours on the phone and they refuse to expedite the refund. My complaints are that they took money from my account without authorization and they will not refund it in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: In XXXX and XXXX of XXXX my mortgage payment was deemed as late. There was an error because funds never were taken out of my account.I had to call and tell responders to take money out of my account. And my payment was late XXXX months in a row because of this. Also in XXXX, XXXX, and XXXX of XXXX this happened again. So I moved payments to another account. Because of this ongoing issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage is through Loancare, specifically XXXX. The company they are owned by, XXXX XXXX XXXX, took their systems offline in XXXX of XXXX. Many people were unable to pay their mortgages. The company did not notify us that this was happening, but just took their website offline. The company finally came back online on XXXX and my mortgage was paid. I woke up on XXXX to find it has been taken out twice, and my checking account is in the negative by almost {$2000.00}. I am unable to contact anyone via Customer Service and I am unable to log into their website, as it is down yet again. I have read online that some people had their payments come out XXXX and 4 times. This company is horrible and is messing up people 's banking and budgeting, and likely holidays, and should have repercussions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX is the master servicer for my loan, and subservices it out to LoanCare. They experienced a data breach/cyber security attack almost a month ago, and have provided misinformation and barely any details about what transpired. My contact info is below to identify my loan. I need the following : 1. Assurance that all borrower payments will be backdated to the effective date of the breach to avoid additional interest overcharges. 2. Loancare/XXXX XXXX validate my debt to the CFPB as required and timely 3. Confirm timely payment of property taxes from escrow account without any penalties/interest charged to me as a result of their breach All of these are financial harm against consumers. XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A