Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: this is again regarding " lonecare Mortgage ( XXXX XXXX XXXX XXXX XXXX VA.XXXX ) after the last complaint I filed some of the mistakes made by L/C were resolved, however the letter they sent me stating this is a written conformation we have received notice of error from XXXX, and if you have questions please contact Mortgage resolution unit XXXX ex XXXX sincerely XXXX XXXX XXXX XXXX so I called her 8 times left 4 messages to please return my call with no response so I called their home base # talked to whoever? told her the situation that I hadn't got a call back and could she please see what she could do and she said she would and call me back, that hasn't happened either. this has been since XX/XX/XXXX. The sad part of this situation is if they had not taken out two mortgage payments, that was made in last XXXX one made by their mistake the other I made as my regular monthly payment that started a chain reaction of nothing but pure XXXX for my wife and me, if they would just put the payment, they messed me up on at the end of the loan all could be solved so " no foul no harm '' they still expect me to make two payments they say to make the loan right, this isn't fair as I did exactly as the loan payment I signed to made monthly was done last XXXX. I don't know how much more stress I can take from these people
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a borrower counselor with XXXX XXXXXXXX XXXX XXXX On XX/XX/2022 at approximately XXXX I contacted Loancare to update the status of several files we submitted to loss mitigation for assistance. I spoke to XXXX in Loss mitigation who assisted me with updating the status of a file. However when I told him that I had other files I needed assistance with he wanted to send me to customer service. I asked him if he was in loss mitigation and he said yes. I asked him why would he send me to customer service for files that are in loss mitigation? He said he could only handle one file per call. I asked him if that was the company policy? He refused to answer and hung up. I called back and spoke with XXXX who was more than willing to assist me with the remaining files I needed assistance with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XXXX of XXXX I had Covid related financial issues and could not make my mortgage payment that was due by XX/XX/XXXX. On the XXXX of XXXX I inquired about forbearance from my mortgage company, during the inquiry I was assured that if I qualified my credit would be safe from any negative markings. ( If that was not the case I would have chosen a different route to cover my payments before XXXX XX/XX/XXXX days late ). While on forbearance my credit was marked 30 days late on XXXX, XXXX, and XXXX. I called Loan Care and they did an investigation that concluded the late marks were correct. I would like to know what my options are moving forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55033
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello- Apparently you ran an escrow analysis on XX/XX/XXXX but a copy has not been received by me via mail or email. I logged into my online account today, XX/XX/XXXX, and only see the XXXX XXXX available. I then called on XX/XX/XXXX and the 1st female agent was unhelpful and said it was " provided to me on XX/XX/XXXX '' but not mailed until XX/XX/XXXX. I advised her that made no sense bc nothing was provided on XX/XX/XXXX, and if it was mailed on XX/XX/XXXX, I havent received it yet. She then acted like I was putting her out by requesting it, and said she would email it to me. I said okay.. and hung up. a few mins later I received her email and it only included the XXXX XXXX in error, and not the XXXX XXXX. I called back and spoke with a male agent on XX/XX/XXXX, and he said he would email it to me.. same thing.. he emailed the XXXX XXXX, not the XXXX XXXX. I made him stay on the line, and then he told me that actually the XXXX XXXX had not generated and it wouldnt generate until XX/XX/XXXX. If an XXXX was ran on XX/XX/XXXX, why would it take until XX/XX/XXXX to generate? Why isnt the XXXX XXXX uploaded online as of XX/XX/XXXX for viewing to support the new monthly payment amount I'm being charged? PLEASE PROVIDE A COPY OF THE XXXX XXXX, and mark the errors against yourselves for all concerns mentioned above ... misinfo, delay in providing statements etc.. Please pull and review the calls.
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: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I made a payment of {$1800.00} as my monthly payment to LoanCare, on XX/XX/2020 I made another payment towards the principal of {$1200.00}. Then on XX/XX/2020 it appeared that the loan was transferred to XXXX however, prior to transferring they did a misapplication reverse of the total amount above {$3000.00}. LoanCare claimed they mailed a check to XXXX and XXXX claimed they never received a check. I still do not have the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: loan care which is my mortgage company through my va loan, put me in forbearance upon my request for 60 days. however, they keep sending me letters asking for my missed XXXX payment of 2022. i dont know why they keep asking me for this whenever they put me in forbearance. they also told me they cant help me in regards to me being a XXXX vet with no job and if the issue arises to where im no longer able to pay the mortgage to them. i am a XXXX veteran and i am permantely and totally XXXX through the va as well and that means i cant work. i am requesting assistance in getting the loan paid off as much as they can help me with it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother passed away in XXXX of 2022. At the time of her death, she had an FHA secured home loan, which is currently serviced by LoanCareXXXX XXXX XXXX. There have been several attempts ( via phone and email ) to reach out to the company regarding Mortgage Protection Insurance, but as of today, I have not received any updates regarding this request. The company only wants to receive payments, but has not provided me with an answer as to if my mom 's home was secured with Mortgage Protection Insurance. My siblings and I are aware that they offer this insurance and our mother confirmed that she had this protection in place as well before she passed away. The dates of communication to the company were on XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Email ), XX/XX/2022 ( Phone ), XX/XX/2022 ( Phone ), and XX/XX/2022 ( Phone ). As requested from the company, my mom 's death certificate was provided and I was originally told that they would speak to me regarding Mortgage Protection Insurance once the documents were provided, but since that time ( XX/XX/2022 ), they have refused to discuss anything with me about the home, unless I am making payments on the property. I have contacted both companies as they have consistently sent me back and forth between both companies to get answers. My XXXX younger siblings and I have done our due diligence of continuing to make the full mortgage payments, but we are running out of time ( we believe ) to keep my mother 's home. We believe that this is a tactic from the Loan Servicer to stall and not provide the information that I've been requesting for a few months now in an attempt to foreclose on my mother 's home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Loan Care several years ago. After the COVID pandemic, Loan Care mailed me documents to facilitate lowering my monthly mortgage payment through a program they call a Flex Modification. I called Loan Care and told the representative that I accept the Flex Modification offer. I then set up automatic payments in the new monthly payment amount to Loan Care from my credit union account. After 3 monthly payments were received by Loan Care, I received a notice from Loan Care demanding that I pay the last 3 mortgage payments plus the next month 's payment to avoid foreclosure on my home. When I called Loan Care to find out why all my payments were ignored, the representative stated that each of my mortgage payments were XXXX cents short. For XXXX cents, they are threatening to take the only house I've ever lived in. I have called them multiple times, yet they claim that my poor eyesight that couldn't distinguish between a XXXX and an XXXX makes no difference to them. Now they are demanding all 4 payments to be sent to them yet they refuse to credit my account for the 3 payments they received from me that were each XXXX cents short. Please provide any guidance you can to help me save my home of XXXX years. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92025
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: First of all My loan was sold from XXXX to XXXX XXXX. I did not know where to send payments so I saved them. In XX/XX/XXXX i contracted XXXX. And lived off of these payments. My mortgage went into foreclosure, i talked to the attorney 's office that filed the forclourse, XXXX XXXX XXXX, because I owed a low amount, I told them I wanted to sell the house and pay off the mortgage they told me this was a great plan, because of covid they couldnt forclose while I was living there. I put the house up for sell, had a buyer moved out, then they filed for forclourse with an aution and 20 day eviction. My buyer backed out. So i filed XXXX XXXX bankruptcy. While this is going on squatters moved in, trashed house, which I then had to clean and repair, put house back up for sell. I knew I couldn't continue to afford bankruptcy. So Ive agreed with attorney to drop it. I currently have 2 offers on house for more than I owe, but XXXX XXXX, Loan care, and the attorney 's group representing them refuses to work with me or allow me to sell it. Since XXXX I have paid over XXXX for this home, after spending over XXXX. In attorney fees and repairs Im broke, I have XXXX XXXX and working is becoming more difficult every year. I dont have rent for this month so may need to move back in home, or i will be XXXX at XXXX XXXX XXXX. I don't understand why they are refusing to let me sell it when it would pay them in full including all the additional fees which increase by the month, and would allow me to live somewhere else. I was told that ir " might '' be because the company would make more reporting it as a loss due to covid than me repaying them in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64850
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After I made a payment to Loancare, my mortgage company, for the XX/XX/XXXX payment, I decided to set my account up on their automatic payment system, so it would never be late. I am always careful about getting my mortgage paid and thought automatic payments the best way to stay on top of payments. So in XX/XX/XXXX, I set it up on Loancare 's auto payment system. I thought it would begin immediately for the next month payment of XX/XX/XXXX, but I found out otherwise when I got a late notice from Loancare. This was simply a lack of knowledge on my part, that the auto pay would not kick in for over 45 days. When I called, Loancare told me it would not start the auto pay until XX/XX/XXXX. So I immediately paid the XXXX XXXXpayment within the XXXX XXXX day period. This was during the Covid 19 pandemic, when everyone, includng my son, had lost their jobs. The payment was less than 2 weeks late, and yet it has effected my credit score negatively, because they reported it to all 3 credit bureau 's. I humbly request that you remove the negative reporting sent to all 3 credit companies, on this simple delayed payment, under the terms of the Covid 19 Pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A