Date Received: 2022-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I got XXXX XXXX with XXXX in the fall of 2021 and were late on a mortgage payment. My wife is a XXXX XXXX and took months to recover. We were too ill to contact the mortgage company and had a late payment. We notified our loan provider LoanCare in XXXX XXXX XXXX XXXX and asked that they remove from our credit report. We sent XXXX results XXXX XXXX XXXX but they DO NOT CARE. We never had a mortgage issue with them before this and are current on our mortgage. Cant imagine how awful they are if you are truly struggling. They did nothing to work with us over a simple matter. I called them multiple times to no avail and the decision makers will never talk to you directly. Now due to this matter I can not get lending and may lose {$50000.00} in deposit. This should not be this difficult to resolve. Banks need more government oversight because without it they are just predictors praying on any weakness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Under federal rules, a lender can collect enough escrow funds to cover your annual bills, plus two monthly payments, plus {$50.00}. My total disbursements were {$6600.00} the total in my escrow was {$11000.00} that is 69 % higher then needed. Average payment is {$510.00} x 12 = {$6100.00} Plus tow additional payments {$510.00} x 2 = {$1000.00} Plus {$50.00} Total should be {$7200.00} They are exceeding the allowed Federal amount by 55 % or {$4000.00} Even in the attached scan I submitted they state the lowest monthly escrow balance should not exceed {$1000.00} but the actual lowest I ever got was {$1000.00} I called my escrow company and explained the situation, they said there is no one I could discuss with it directly but they would file a report and if approved the would reduce the next escrow payment and if I did not see a reduction then my request is rejected and I would receive no call back or notice. I received waited two statements and not only did they not reduce the amount they increase it again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31525
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage company has failed to pay our county, XXXX, and school taxes again. This is the second year in a row this has happened even though we have the money in our escrow account. Last year they repeatedly told us they would handle it but did not do so until we had a complaint with CFPB. We are now getting a letter stating there is a late fee and that a lien will be placed if the taxes are not handled right away. This needs to be taken care of immediately and we should not be responsible for any late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Loan care is reporting my mortgage 180 days past due while I was in forbearance. I call and they tell me that I need to resolve this matter. They are breaking the law and delay upon delay I. Getting it fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer ( Loancare , LLC, or XXXX XXXX XXXX, it appears that XXXX is a XXXX of the other ) acquired my loan in XX/XX/2021. Under the terms of my mortgage, the lender requires XXXX XXXX insurance, and pays the premium out of an escrow account ; no other expenses are paid out of escrow. Loancare notified me in a letter dated XXXX XXXX ( but received XXXX XXXX ) that they had no record of my XXXX XXXX insurance policy and intended to purchase force-placed insurance on my behalf. This was odd, since the previous lender they bought the mortgage of had been satisfied with the policy. Loancare directed me to a web form to upload my declarations page, which I did on XXXX XXXX. I did not receive the promised confirmation email, so I called them on XXXX XXXX. They had managed to lose my submission, but I got them to call my insurance company and confirm policy details. They confirmed verbally that the policy was sufficient, and then confirmed it in writing in a letter dated XXXX XXXX. Meanwhile, around XXXX XXXX, my insurance agency sent Loancare a policy renewal notice for the policy expiring XXXX XXXX. ( They also sent me a copy of the notice. ) So you can imagine my surprise when, in a letter dated XXXX XXXX ( but received XXXX XXXX ), Loancare informed me that my flood hazard insurance had expired, and they intended to purchase force-placed insurance on my behalf. I served Loancare with a formal Notice Of Error under XXXX C.F.R. XXXX, insisting that they perform their duties under the terms of the loan and restore my insurance policy using the money they've been collecting for that purpose and that purpose only. Given that the last time I had to go back and forth with them didn't seem to fix the problem, I am not hopeful and am looking into legal counsel, because this sure feels like they're dead-set on selling me insurance. Strangely, my XXXX carrier informed me on XXXX XXXX ( as I was drafting this complaint ) that they received payment from Loancare on XXXX XXXX, which makes this threatening and errant letter from Loancare dated XXXX XXXX all the more suspicious. Broadly speaking, Loancare 's left hand does not appear to have any idea what Loancare 's right hand is doing, and I wish I as a consumer had some choice in servicer -- but I don't, since my mortgage can be freely sold. Letters threatening to buy force-placed insurance on behalf of a borrower should not be sent lightly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94706
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to LoanCare. In the process, I started making payments twice per month : one " push '' that was sent from XXXX to LoanCare and XXXX " pull '' that was drawn by LoanCare from XXXX. It took me a while to discover it, and I requested a refund from LoanCare in XXXX for 10 payment periods. I supplied LoanCare the evidence of overpayments that they requested, and then they rejected the evidence without telling me. When I called back ( several weeks later ) to find out the status of my refund, they said that they needed different evidence -- more paperwork. I did the paperwork, and then they approved the refund. Then they claimed that they sent the refund of 10 checks overnight, but I did not receive them. Then I called back again, and they said they could not figure out where the checks went. They said that they were going to have to investigate it prior to sending me the refund -- which is a process that will take over a week -- another week that they're holding onto my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a forberance contacted the mortage company to let them know i was ready to resume payments and would like to do payment plan on the past due. i received a letter from them said i was eligible for a modification and i would be receiving something with in 30 days. I waited and received nothing so i called again. they said they had nothing on modification. so i submitted application for assistance again. they said i was eligible again would receive something, nothing came. so i again submitted application. now they are threatening forclosure and i have done everything they asked. even tried to send payment that was rejected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 497XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Company : Loancare - XXXX XXXX Loan No : XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX My mortgage is paid to this company via XXXX through XXXX XXXX XXXX In XX/XX/2021 the payment was sent by XXXX XXXX XXXX with a received date of XX/XX/XXXX as per bank records. As a consumer, I had initiated the payment of {$2500.00} on the XXXX XXXX XXXX XXXX XXXX portal for it to be received on or before XX/XX/XXXX. The due amount was {$1300.00} and I paid almost double to reduce principal. Loancare claimed to receive it on XX/XX/XXXX and charged me a late fee. I let it slide as a one-time error with USPS or whatever else that could cause a delay. Once again a payment of {$2500.00} was sent in XXXX to be received before XX/XX/XXXX. This time once again the check never reached them according to Loancare. I checked the portal fortunately and saw a late fee so I called and was told to email XXXX with proof of payment. I sent a screenshot from my XXXX XXXX XXXX XXXX showing the payment. Apparently, nobody checked that email address and nothing happened. On XX/XX/XXXX I received a letter stating that my loan was delinquent and that they have reported me to the credit bureau. Apparently, they claimed that the check was never received. I called them and made a payment of {$1300.00} online just to make sure the account is current. I called XXXX XXXX XXXX and they reissued a new check to be received by XX/XX/XXXX. ( This was shown as processed by Loancare on XX/XX/XXXX which clearly indicates that there was a delay again ). I explained the situation and they now asked me to open a credit dispute online since the emails were not being responded to. I opened a dispute and in a couple of weeks was notified that they stand by their decision. I called and asked for a supervisor. I got XXXX XXXX XXXX on the phone and we waited a full 2 hours on hold before a supervisor showed up. XXXX XXXX XXXX explained the situation and confirmed that the payment was sent in XXXX. I was asked to open another credit dispute. A few weeks later I received a notice dated XX/XX/XXXX that their credit department did not have enough information. I called and they said it was still in progress clearly showing that they did have all the info. Not having heard back I again called on XX/XX/XXXX and was told that a letter has been mailed stating that this case id closed and that they have decided that it was a late payment. Now as a consumer what is it that they want me to do. I got XXXX XXXX XXXX to prove that I did not send the payment late which is all I can do. But they are refusing to accept that an reverse the late payment credit reporting. On further discussion they said that they will only go by the payment received date and nothing else. Then why did they make me go and open multiple credit disputes if they don't intend to accept any proofs. This is just consumer harassment and they need to be taken to task. Due to their inefficiencies my credit is getting affected when I did nothing wrong. If they did not take 2 weeks to notify after my first call and email notification about the missing payment ( I was asked to email as per their guidelines ) I could have possibly found out before XX/XX/XXXX and avoided the late mark by making a payment online. But they notified me on XX/XX/XXXX after reporting to the credit bureaus. How was I supposed to know that the check was lost. Now they want me to call the credit bureaus directly and chase them. So basically I have to do all this and they take no responsibility. And that too when I did nothing wrong to start with. Finally a further note on their practices to give you more context. When you login to their website to view your mortgage account they start by trying to sell you a home equity. There is an option to refuse this and opt to not receive this pop-up in the future. Apparently, if you opt-out it does nothing. It continues to offer you the line of equity each time you login. And you have to navigate XXXX pages to even get to your loan details. They make it so difficult to even do basic things and then their customer service is equally bad. I am requesting that something be done about this since it is not fair that my credit get affected due to their lack of efficiencies and delays in their processing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed complaint # XXXX with the CFPB approx 2mos ago and was immediately contacted by the LoanCare company. They called me three different times and said that they take my complaint seriously and that it has been assigned to the " Office of the Customer '' and that I have a personal person in charge of it ( they never gave me a name or direct phone number for that person, the number they gave goes to their call center ). The person I spoke with acknowledged the mistake in my complaint as well as the letter they sent and said that they are working on my COVID relief loan modification and that they will fix the problem on their end immediately and that I should receive a new loan modification in 30 days. I asked them multiple times if there was anything I needed to do ( new paperwork etc. ) and they said no XXXX XXXX this is our error and we have all of your info and we will send out your new payment and terms in 30 days. It has been over 30 days now and I have been contacted by LoanCare to begin a new loan modification process/paperwork. When I called in to inquire they do not seem to know what is going on. It was escalated to a guy named XXXX who actually looked into the problem and said that he believes he sees what the problem is ( they tagged my loan as a new loan modification instead of a CARES act COVID relief modification ) however he can not resolve it. He claims he escalated to the office of the customer and they should take care of it. Yesterday LoanCare called me to say they received the complaint are reviewing whether or not I need to submit a whole new package, here we are back to the beginning again and I am afraid these people are going to try to take my home and foreclose on me. Furthermore I should have been able to refinance my home for a much lower rate ( I am currently at 4.625 % and I have been quoted 2.5 % ) which would save me ~ $ 800 month back in XXXX. Now the rates are going back up and who knows if I will ever be able to take advantage of this and then I lose out for the next 30years which could end up costing me hundreds of thousands of dollar'splease help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing you today about my experiences with Loancare , LLC, the carrier of my mortgage. I had a mortgage with XXXX, which was originated years ago from XXXX. After XXXX folded, I found my new Mortgagor was Loancare. I did not specify an escrow account since XXXX ; I always paid my taxes and insurance myself. The reason why is because mortgagors would raise my payments due to projected increases in property values, which would raise my property taxes and insurance, whether these values were reflected in actual values or not. I also wanted to insure such payments were actually made. I protest my taxes yearly to make sure my taxes are as low as possible. After Hurricane Harvey in XXXX, this region was devastated. Public services were interrupted because facilities were flooded. This went on for some time. Backlogs of property protests were high, because many were not able to repair their homes. Protests had to be filed by XX/XX/XXXX, but cases were not heard until XXXX or later. My XXXX protest was in XXXX XXXX. I was successful. I did not know that the property taxes would not be reflected later. Many years ago, I requested to pay my property taxes by XX/XX/XXXX and by XX/XX/XXXX every year, at least half of the amount at a time. I have done so ever since, and never miss. I also have XXXX XXXX Taxes due on XX/XX/XXXX, again, I pay them in person, I never miss. These things are just too important. That XXXX, I took cash to the Tax Office. At my turn, the teller took an unusually long period of time to reconfirm the amount. She said my taxes were zero. This has happened to some, and I have received refunds of overpayments. The teller said that because I had a protest, the tax had not yet been computed. I said I was on semiannual payments, my taxes were due very soon, so she pulled up my record of taxes due and taxes paid and showed me where the amount was zero. I knew if I paid money, I would get a check back in a month for that amount. She said that it was not possible to know when they would have an amount to pay because the tax rates were not yet set. I left with my cash and the printout, then redeposited the money back into my tax account. I did pay my school district taxes on XX/XX/XXXX as was my custom. I received a larger than normal invoice for mortgage payment for a couple of months. I paid the minimum, thinking that there was some mixup and the amount would corrrect itself. I contacted Loancare who told me that I was being charged for flood insurance. My property changed flood designation and I did not know it. I followed the direction to get flood insurance or Loancare would get it for me at a premium. I discovered about the requirement in XX/XX/XXXX, and proceeded immediately to obtain insurance through my homeowner policy. They required an elevation certificate at a cost of {$400.00}. I scheduled it for an appointment the same week. It took three weeks to get the actual certificate. At the same time, I requested another quote from another vendor. THEY did not require an elevation certificate. These things took time, about three weeks. XXXX sold me a policy dated XX/XX/XXXX, which would take effect 30 days later. Loancare accepted my insurance and lifted the extra payments except for {$390.00}. They said they had bought coverage and had to charge for that period. I never saw a policy. I also explained that had purchased flood insurance the day I received the letter, it still would not have taken effect for 30 days. They were adamant, so I paid the {$390.00}. My payments went down to the nominal {$740.00} for a few months early in XXXX. Then it jumped to {$1200.00} where it has stayed. I called to ask why. The agent explained that I had an escrow account and that it paid my property taxes. I explained that my contract did not have a provision for an escrow account. The agent said I didnt pay taxes in XX/XX/XXXX ; I explained the above and offered to send a copy of the printout to Loancare . The agent could not explain a refund to Loancare from XXXX XXXX. My account seemed to indicate a positive balance because they overpaid. They overpaid because I eventually paid the 50 % of my tax bill when they sent it to me. The agent explained that I needed to send a simple letter to the company on its website that I requested there be no escrow on my account because I pay the taxes and insurance myself. I would get a letter in ten days that I would not have to have escrow applied. I had to talk to an agent there more than once. I never received that release of escrow. Each time the agent explained the above, I followed the instructions to no avail. In XXXX XXXX, I received a letter stating that Loancare paid my school taxes. Recall I do not have to pay until XX/XX/XXXX. I also want to report another incident. The grace period for my payment for XX/XX/XXXX was fifteen days past the due date of XX/XX/XXXX, or XX/XX/XXXX. This year, XX/XX/XXXX fell on a XXXX The nexXXXX XXXX was MLK Day, a federal holiday. The phone payment prompts clearly state that if the end of the grace period falls on a weekend or federal hoiiday, the payment is due the next business day. I paid it on the next business day, XXXX XX/XX/XXXX. I was charged a late fee of {$37.00}. When I explained what I just recounted, the agent said that had the payment been paid on the XXXX, it would not have incurred the late fee. I asked what government agency had oversight over their operations. The agent declined to tell me, and offered to refer me to the Escalation Department. I declined and paid the two dollars. Their recording should indicate that they refused my request for the name of Loancares regulating agency possibly three times ( since I knew my call was being recorded, I asked several times ). Being fine people, you can see I have gone as far as I can go. I pay my mortgage. I pay my property taxes. I pay for insurance. These are not extraordinary acts so I do not need a medal. I pay them myself so there can be no doubt that they get paid, since some mortgage resale companies have left unsuspecting homeowners holding the bag because they absconded with funds entrusted to them. However when I do what Loancare has asked of me, they respond with no response. I imagine they hear people say they are fed up and ignore them ; they know that nothing will change until the homeowner has the money to pay it off. They also know they have eight hours a day to slow-roll, to stonewall, to delude, while most of us have a job and a full schedule that discourages them from acting on any thoughts they have of legally taking the matter further. I am asking to have the escrow account eliminated and any amount in it returned to me, not deducted from my payoff. I demand my {$37.00} in trumped-up late fees again, paid to me directly. I also want the {$390.00} back for so-called flood insurance. I have no policy, even if they produce one, is it signed by me? I want any damage to my credit repaired immediately. I affirm, under penalties of perjury, that these statements are true to the best of my knowledge and belief. Thank you for your time. PS. XXXX XX/XX/XXXX, while finishing this letter, I received an email with a notice on my escrow analysis, a year after I first asked for a review! My position, however, remains firm.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77546
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A