Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been issues foreclosure papers from the company. This is the same company ( XXXX XXXX aka Loan care ) that I have already filed a complaint ( see prior complaint ). Their response was that they are not the company...... I am getting very XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: on XX/XX/XXXX I ph. in my mo. mortgage pmt. to lonecare on XXXX, XXXX another pmt. was deducted from my bank acct. O/D it, I called my bank was told L/C took out both , I call L/C why the extra payment was taken out that I did not auth. it took one week and hrs being put on hold going thru dozens of depts. to get a answer found out someone put my acct. on auto pay, Instead of sending back one pmt. that would have solved the problem and my XXXX pmt. would be posted some genius sent back both, I went thru the same hoops to get a answer another genius said my acct. was all payed up thru XX/XX/XXXX I knew better but they just said don't worry. It is now XXXX, my XXXX pmt. is late more ph calls still no answer now time to pay XXXX so I sent in a double pmt. and now Im all payed up right? my bank stmt, show all pymt. were made but somewhere in between XXXX XXXX. I got a mystery check in the mail called L/C to find out what it was for, its back to the same drill as why the check? the only ans. from them was cash it. I since have pd. for XXXX & XXXX. But now they told Im behind a mo. also raised my mortgage pmt. almost XXXX I have called them again & again their only answer is to fill out tons of paperwork to get a mod. or something I filled out one they sent me but not good enough! they need more info but I can't find out what, I'm XXXX and scared of these people and don't trust them, every time I call it just gets worse, I know there is a simple way to fix this, but they won't listen, this has made me phy. sick since last XXXX cant sleep its on my mind day and night I feel helpless
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: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called to schedule a payment, which was done. However, I called the loan company back and advised the rep to remove the bank info and Id like to update and use another bank to make my payment. I was advised the change was made. Well, they wasnt the case. They scheduled for {$1100.00} to be taken out of two accounts. They never processed the request to remove the incorrect account. Which they acknowledged the error they caused. Which caused me to have an NSF fee. After speaking with the payment research department, I was advised if I sent in proof, I would be reimbursed the NSF fee. I was advised by two different reps this would happen, I sent in proof and when I called back to check the status, another rep had informed me that I wouldnt be reimbursed and they have no way of doing that. My concern is this company is giving false information and not doing things they are telling customers theyve done. This is unfair business practice and unacceptable. Everyone is not on the same page here. Then I was told to take it up with my bank. But you caused this issue not my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: To Whom it may concern, I received an email from XXXX XXXX stating that my credit score went down XXXX points because of a late payment to Loan Care LLC. I have never had a late payment on my credit. I called Loan Care and they told me that my last payment was XX/XX/XXXX of 2021. There was no payment for XXXX or XXXX. I pay this automatically through XXXX XXXX Bank. I have attached a document showing that the XXXX and XXXX payments were scheduled and were also showing in the history. I called XXXX XXXX XXXX and they said someone would call me within 3 business days. They said that they saw that I had scheduled these payments automatically for the first of each month but that they did not send the checks. She did not know why and had to escalate this. I told her I wanted something from the bank stating that this was the fault of the bank. She said I would have to wait until someone e-mailed me about this within 3 days. I called Loan Care and I told the representative that I had not received any communication from Loan Care about this. She said that they called me but received no answer. I said why wouldnt they leave a message. I dont answer calls if I dont know the number. She said that they sent a letter in XXXX. I have not received that because I am at my other home in Georgia. The research done by XXXX XXXX it was found that the payment for XX/XX/XXXX was lost in the mail and the payment for XXXX was cashed on XX/XX/XXXX. I asked why the second payment was not cashed on the first because I schedule my payments to get to Loan Care by the first and I was told that was up to the merchant when they cash it. I was told by XXXX XXXX that the screenshots should be enough to resolve this. They do not send letters. I have attached the payment history along with the check numbers that were sent. I sent this info to Loan Care and they will not take off the derogatory mark from my credit because they said a check lost in the mail is not their fault. I am very upset about this and am asking for my credit score to be restored. I paid the two months right away after I found this out. Please let me know if you can resolve my credit issues. I have never had a late payment in my life and this has reduced my credit score by XXXX points by no fault of my own. Please advise. Thanks you very much! Sincerely XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I retained a real-estate agent to help me finance a home. I decided to buy one that was up for sale. The agent attempted to help me get financed. My credit score was too low. However, the agent insisted there was someone they knew that would get me financed. I explained to the agent that I no longer wanted the home due to my credit score. I was not able to get approved by several banks. Nevertheless, the agent insisted I would be approved by the new year of 2018. Happily, 2018 I was approved. The amount of the home went up approximately {$100000.00}, the interest rate went to a 5.25 % and works on the defects of the home ceased. When I called the realtor to report defects that were to have been repaired etc. I was told, " Well, it's your house now. '' The realtor returned to a vehicle and drove off laughing. I began to cry. Nevertheless, I keep my word and paid the mortgage monthly. One month before moving in, after beginning repair of hidden defects, the company began calling stating I was behind on the mortgage when the mortgage was not due until two months later ; they had sold the loan to another company who also stated I was behind on my mortgage. This continues for approx XXXX. I wondered where my money went. So I retained an attorney. Monthly fee was {$1800.00} a month. This attorney told me NOT to pay the mortgage. It lasts 22 months. Now the loan is greater than {$100000.00} behind and the company placed the home in pre-foreclosure. I want to keep my home. I am a XXXX XXXX XXXX, XXXX with XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please find the below complaint for your record, I sent again by Certified Mail to Loan Care and to XXXX XXXX to resolve this problem and pin pointed their misconduct. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX SUBJECT : LOAN # XXXX CERTIFIED MAIL BY RETURN RECEPT # XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX Legal / Licensing. Loan Care, LLC XXXX XXXX XXXX, XXXX XXXX. VA XXXX Respected XXXX XXXX XXXX! Your name was referred to me by the Georgia Department of Banking and Finance. I have called many times, tried talking to Loan Care but unfortunately, I was never able to get in touch with anyone who could assist me or advise me with the situation I am going through. Every time I called the loan care customer service department and explained my situation and further asked for assistance - I was always misguided and misled by Loan Care. I have highlighted the respective timeline and instances below. 1. The first instance was in XX/XX/XXXX ; I called Loan Care and explained the difficult situation- I indicated that my Interest rate is 4.375 % and it is very high, and I wanted to lower my interest rate so it will reduce my monthly mortgage payment by {$300.00} - {$400.00} a month and it would make it an affordable payment for me. I was advised that I need to apply for a loan modification, this was misleading and misguiding. The representatives should have advised me to refinance. I was given third-hand information that Loan Care did not advise me to refinance because of their own business interest. Under these circumstances, misguiding and misleading is in violation of the Fair Housing, Fair Lending Act, and RESPA Guidelines. After being advised by Loan Care, I applied for the loan modification and was put on a 3-month trial payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. I made the 3 monthly trial payments and was given the loan modification contract indicating the same interest rate of 4.375 % and length that the loan 40 years. The modification process does not guarantee the interest rate to be reduced, instead, I should have been advised to apply for refinancing. I refused this modification and contacted the HUD-approved housing counselor. 2. The Second instance was during the COVID-19 pandemic which disrupted others jobs and loss of income and I found myself facing the same situation. I contacted Loan Care again, explained the situation and I was again misguided and advised to apply for the loan modification. My question here is why they did not advise me again that I should apply for refinancing instead of a loan modification to reduce my interest rate?. I was sent the 3-month trial payment notice dated XX/XX/XXXX, and I received it on XX/XX/XXXX. I called Loan care again and asked why this notice is so late and the XXXX of XXXX has passed now. I also asked what my interest rate would be, and I was told that my interest is the same 4.375 %, and I was shocked to hear this again. Two wrongs can not make one right. All the above further indicates that there is something wrong with Loan Care. How come they are unable to understand how to assist a customer and help them properly? Having this problem and misleading it, again and again, is making me feel that I am being misled, misguided, and discriminated against based on Race, Color, and National Origin. 3. I am not asking for any charity here. All I am asking is to refinance my loan and reduce the interest rate as per the Federal Government announced under the situation with COVID-19, so I can make an affordable payment and live my life. It has been almost 26 months. I have been struggling to get my interest rate lowered to make an affordable payment and your mortgage company did not help and did not advise me properly. Every time I talked with someone from Loan Care, I was misguided and given incorrect information. Whenever I communicated that I wanted to reduce my interest rate, they always misguided me. Again, I was never told that in order to get a lower interest rate I had to apply for refinancing. I was never told that loan modification would not reduce my interest rate, only refinance will lower ones interest rate. Based on the continuous misguiding and misleading I have a strong feeling that I have been discriminated against based on my race, color, and national origin, if not, then what is this? This is the Million Dollars Question, and I am sure Loan Care doesnt have an answer at all. MY COMPLAINT I requested to reduce my interest rate to Loan Care in XX/XX/XXXX, as it was hard to pay a high-interest rate. They promised, if I apply for a loan modification, my interest rate would be reduced. I requested to refinance based on my good credit and payment record. They informed and insisted that the only way to get the requested relief was to apply for loan modification. On their insistence and information that my interest rate would be reduced, I applied for loan modification twice, but they did not reduce the interest rate at all and now they are refusing to refinance and unwilling to take ownership of their mistake. If I would have been advised for refinancing from day one, I could have gotten refinanced at 2 % or less while I was current on my mortgage with good credit. Now I can not refinance from anywhere and Loan Care is fully responsible for the continuous and intentional misguidance. They refuse to reply to my voicemails, emails, and certified mail - all knowingly and willfully. In good faith, I reminded them of our conversations, but they aren't resolving the issue, but are instead are threatening me. As stated before, my original request was to reduce the interest rate which is 4.375 %. I believe they have misled me intentionally. I respectfully request assistance in negotiating the terms of modification reflecting the original promise of reducing its interest rate and waiving all unlawful late fees and penalties, they have levied without cause and in violation of my consumer rights. If this was not done intentionally multiple times, then what happened? Why was I misguided and misled? There is someone somewhere who can answer this question and I have the right to a correct answer and to get this problem fixed as soon as possible. Below is my Reasonable and fair resolution. 1. Refinance my loan from XX/XX/XXXX at the interest rate of 1.85 % - 2.0 % with what I was going to receive it had been advised for refinancing at that time. 2. Waive all late fees, penalties, and interest. 3. Apply for grants from the Federal Government for homeowners under the Pandemic and hardship situation. 4. I strongly believe that my demand is very reasonable under the circumstances I have been misguided, ignored, and treated differently than the average American. Best Regards. XXXX XXXX XXXX Loan Care Loan # XXXX Phone. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX SUBJECT : LOAN # XXXX CERTIFIED MAIL BY RETURN RECEPT # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer Resource Center XXXX XXXX XXXX, XXXX Washington. DC XXXX Georgia Department of Banking and Finance referred me to XXXX XXXX as Mortgage Loan Investor for Loan Care LLC. I have called many times, tried talking to Loan Care but unfortunately, I was never able to get in touch with anyone who could assist me or advise me with the situation I am going through. Every time I called the loan care customer service department and explained my situation and further asked for assistance - I was always misguided and misled by Loan Care. I have highlighted the respective timeline and instances below. 1. The first instance was in XX/XX/XXXX ; I called Loan Care and explained the difficult situation- I indicated that my Interest rate is 4.375 % and it is very high, and I wanted to lower my interest rate so it will reduce my monthly mortgage payment by {$300.00} - {$400.00} a month and it would make it an affordable payment for me. I was advised that I need to apply for a loan modification, this was misleading and misguiding. The representatives should have advised me to refinance. I was given third-hand information that Loan Care did not advise me to refinance because of their own business interest. Under these circumstances, misguiding and misleading is in violation of the Fair Housing, Fair Lending Act, and RESPA Guidelines. After being advised by Loan Care, I applied for the loan modification and was put on a 3-month trial payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. I made the 3 monthly trial payments and was given the loan modification contract indicating the same interest rate of 4.375 % and length that the loan 40 years. The modification process does not guarantee the interest rate to be reduced, instead, I should have been advised to apply for refinancing. I refused this modification and contacted the HUD-approved housing counselor. 2. The Second instance was during the COVID-19 pandemic which disrupted others jobs and loss of income and I found myself facing the same situation. I contacted Loan Care again, explained the situation and I was again misguided and advised to apply for the loan modification. My question here is why they did not advise me again that I should apply for refinancing instead of a loan modification to reduce my interest rate?. I was sent the 3-month trial payment notice dated XX/XX/XXXX, and I received it on XX/XX/XXXX. I called Loan care again and asked why this notice is so late and the XXXX of XXXX has passed now. I also asked what my interest rate would be, and I was told that my interest is the same 4.375 %, and I was shocked to hear this again. Two wrongs can not make one right. All the above further indicates that there is something wrong with Loan Care. How come they are unable to understand how to assist a customer and help them properly? Having this problem and misleading it, again and again, is making me feel that I am being misled, misguided, and discriminated against based on Race, Color, and National Origin. 3. I am not asking for any charity here. All I am asking is to refinance my loan and reduce the interest rate as per the Federal Government announced under the situation with COVID-19, so I can make an affordable payment and live my life. It has been almost 26 months. I have been struggling to get my interest rate lowered to make an affordable payment and your mortgage company did not help and did not advise me properly. Every time I talked with someone from Loan Care, I was misguided and given incorrect information. Whenever I communicated that I wanted to reduce my interest rate, they always misguided me. Again, I was never told that in order to get a lower interest rate I had to apply for refinancing. I was never told that loan modification would not reduce my interest rate, only refinance will lower ones interest rate. Based on the continuous misguiding and misleading I have a strong feeling that I have been discriminated against based on my race, color, and national origin, if not, then what is this? This is the Million Dollars Question, and I am sure Loan Care doesnt have an answer at all. MY COMPLAINT I requested to reduce my interest rate to Loan Care in XX/XX/XXXX, as it was hard to pay a high-interest rate. They promised, if I apply for a loan modification, my interest rate would be reduced. I requested to refinance based on my good credit and payment record. They informed and insisted that the only way to get the requested relief was to apply for loan modification. On their insistence and information that my interest rate would be reduced, I applied for loan modification twice, but they did not reduce the interest rate at all and now they are refusing to refinance and unwilling to take ownership of their mistake. If I would have been advised for refinancing from day one, I could have gotten refinanced at 2 % or less while I was current on my mortgage with good credit. Now I can not refinance from anywhere and Loan Care is fully responsible for the continuous and intentional misguidance. They refuse to reply to my voicemails, emails, and certified mail - all knowingly and willfully. In good faith, I reminded them of our conversations, but they aren't resolving the issue, but are instead are threatening me. As stated before, my original request was to reduce the interest rate which is 4.375 %. I believe they have misled me intentionally. I respectfully request assistance in negotiating the terms of modification reflecting the original promise of reducing its interest rate and waiving all unlawful late fees and penalties, they have levied without cause and in violation of my consumer rights. If this was not done intentionally multiple times, then what happened? Why was I misguided and misled? There is someone somewhere who can answer this question and I have the right to a correct answer and to get this problem fixed as soon as possible. Below is my Reasonable and fair resolution. 1. Refinance my loan from XX/XX/XXXX at the interest rate of 1.85 % - 2.0 % with what I was going to receive it had been advised for refinancing at that time. 2. Waive all late fees, penalties, and interest. 3. Apply for grants from the Federal Government for homeowners under the Pandemic and hardship situation. 4. I strongly believe that my demand is very reasonable under the circumstances I have been misguided, ignored, and treated differently than the average American. Best Regards. XXXX XXXX XXXX Loan Care Loan # XXXX Phone. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: CFPB Complaint XX/XX/XXXX Re : XXXX XXXX/XXXX/LoanCare After years of research and discovery and many complaints, we had learned that XXXX XXXX took full advantage of holding in escrow monies that were awarded to us after our XXXX XXXX Company of Texas had issued a settlement check to both the loan holders and XXXX in the amount of XXXX. XXXX held these funds in escrow for XXXX years or 44 months in XXXX amounts-with distributions of XXXX and XXXX. It has to be noted that this check had no relationship to the damages our home sustained in the devastating XXXX hail storm-these were personal settlement funds that were also unrelated to any mediated damages years after the storm. We also have proof from a complaint with XXXX XXXX that the bank had informed them that these funds were related and were claim-related funds that had been added, bringing the initial inspectors ' report of XXXX to XXXX. Since our repairs exceeded XXXX XXXX XXXX had placed our project into a new category that required greater scrutiny and inspection, also a 100 % completion rate was needed, in the end, our project reached only 94 % ( after the roof and interiors work ). XXXX also contacted the final inspection company to ask them unbeknownst to us that a second claim for flood damage is added to our inspection-still while holding XXXX in escrow. By doing so we have been told that this represents both insurance and mortgage fraud. We also reported this fraud to the FBI since it involves funds over XXXX. Since these actions of the bank had gone beyond their fiduciary duties and violated our loan agreement we sent a letter on XX/XX/XXXX to enter into arbitration to deal with our complaint that the bank had only their best interest involved and had devised several methods in which they held personal funds for the bank best interests and profit. The bank had no legal grounds to hold these funds in a low-interest of 2 % account in the first place period. The bank responded to our complaint on XX/XX/XXXX. XXXX claiming that they had done nothing illegal and that my account loss/draft was handled properly and our previous complaints in asking for 10 % interest were denied multiple times. They did not respond to our request to enter into arbitration. The bank continues to ignore accusations that they had indicated to XXXX XXXX inflated repair costs and misdirected these issued funds for years. Today we received a letter from XXXX XXXX dated XX/XX/XXXX that the mortgage had been transferred to them from LoanCare. So our complaint is that in order to deal with our more incendiary earlier complaints of fraud the bank decided to get rid of us bypassing our loan clause to a new servicing lending bank. In turn, this will not allow us to have our complaints to be heard in any arbitration proceedings. We are still open to any kind of settlement discussions with XXXX but if not we will still submit our complaints to the authorities who handle these issues. What the bank did to us was wrong, very wrong but now to 'Sell us Down the River ' is inexcusable and disgusting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75214
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here we go again ... ... .Loan care blatantly misplacing money. I got a foreclosure notice in the mail because they have misplaced the payment made on XX/XX/2022. My loan is not in default and not behind more than 30 days, don't worry though they already submitted it to my credit report, because why would it matter to them right?? They pocketed the money just like they have numerous times before. Attached are my bank statement and their " statements ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year during Texas winter freeze my house suffered significant damage due to 3 pipes bursting. My insurance company issued a check for over {$81000.00} for damages to home. Check was then sent to Loancare LLC, they stated i needed to find a contractor to fix home as they will be disbursing the checks. Our contractor was given a first check of {$40000.00} which was half of the quote. As Loancare LLC inspected the house they stated I was at 38 %, the contractor was informed that they will not be receiving any more checks due to not being at 50 % of work. Construction workers showed up to my house and they camera caught them stealing the materials ( sheetrock and lumber ) as well taking prostitues and having parties in my home. When confronted the contracted and workers never came back to work. As i contacted Loancare they specified there was nothing I could do at this point but buy the materials and pay out of pocket and they would reimburse me. I would no longer be able to hire a contractor as there is not much money left. I had to hire handypersons to work on plumbing, painting, siding and tile work. I have been paying out of pocket and have had trouble for this company reimbursing me back. The check released afterwards I had to make multiple phone calls and was told to pay everything out of pocket and when house is complete they could reimburse me. I don't have extra money on my bank account much less {$40000.00}, this past month i was late on my mortgage as it reflected on my credit report because this company took over 6 weeks to send me my check back. I have some outstanding receipts that they have not paid me and have been very clear that this is money that was given to me from my insurance company. I don't believe what they are doing is right, I am unable to pay for home repairs as well as mortgage at the same time. They lied to me stating they would reimburse once I paid the handyman as well as material and now they are backing out and they still have money that the insurance sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78852
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX / LoanCare My mortgage includes escrow account for payment of property taxes and property insurance. Ample funds were in the escrow account to pay insurance premium. Servicer had all the correct information but Mortgage servicer did not make premium payment when due. Insurance was canceled for non-payment. I suffered a loss for which I called my insurance company only to discover I did not have coverage due to non-payment of premium. Mortgage servicer offered {$880.00} for my loss of {$8100.00}. The loss occured on XX/XX/2021 and I have been communicating with mortgage servicer trying to resolve the issue.
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: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A