Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property taxes are escrowed. Taxes through LoanCare , LLC were supposed to be paid to our city by XX/XX/2022. Supposedly they sent our payment on XX/XX/2022, however the city of XXXX XXXX didnt receive it until XX/XX/2022. We received a delinquent notice and contacted XXXX LoanCare , LLC, and was told they would be sending payment within 5 business days. As of today, XX/XX/2022, which is five business days, the payment still has not been sent. Contacted XXXX LoanCare , LLC again and was told that now they wont be sending it u til XX/XX/2022. This will not only cause additional late fees, but will be a never ending thing as they will pay the wrong amount and I will have more fees and have to continue to call and here they will pay it next month, etc. this puts my house in jeopardy of being taken by the city. When I asked why it wasnt sent in the 5 business days they had no answer and blamed the postal service. I told them they are violating federal statutes with regards to timely escrow payments, and was given the run around. This is not ok. I pay my payment ahead of time, and for them to have my escrowed money and not pay the taxes on time ( 33 days in the mail supposedly ) is not acceptable and as I review complaints on the XXXX we are not the only one with this issue. This company should not be allowed to get away with this. They also do not send my monthly statements on time as they are required. I receive them four days before the due date but their excuse is I can go online to their website and look at it. I did not sign up for electronic statements as I like paper hard copies. This company needs to be looked into and told they can not violate laws. This is my first mortgage and is the worst experience ever. I have had nothing but issues and need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53154
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a loan modification back in XX/XX/2021. I have over {$10000.00} in a " suspense '' account and that was supposed to pay the mortgage for the next 6 months, starting XXXX. My account still has not been update in the system. They were supposed to have it updated within 30 days of receiving my completed paperwork. It has now been 4 months. I need to be able to see my updated information online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The lender sent two payments for property taxes one payment in XX/XX/XXXX and another XX/XX/XXXX due to an error by the county, The county reimbursed about 87 % of the money on XX/XX/XXXX. In the interim, mortgage company did an escrow analysis prior to receiving refund. My mortgage jump to an extra {$1400.00} a month. I have a fixed rate mortgage. I called the company around XX/XX/XXXX to asked them to redo the escrow analysis. The agent said he would put in the request and it should be done by XX/XX/XXXX. I checked on XX/XX/XXXX and it still had not changed. I called again the agent said the request was started but had not been submitted. She said it should be done by XX/XX/XXXX. I checked everyday since XX/XX/XXXX and there has been no change. I called the company again on XX/XX/XXXX and spoke with two agents and they see the refund made by the county but the second agent was confrontational after I became confrontational with her. I asked to speak with someone above her and she said no one was available and that someone would contact me within 24 hours. I have not heard from anyone yet. By the grace of God, we were able to pay the mortgage by XX/XX/XXXX but I checked this morning and it still has not gone down. I have a 3.25 % interest rate on a $ XXXX mortgage. My initial mortgage until XX/XX/XXXX was {$2000.00}. Now it is showing as {$3400.00}. My property tax bill was {$5900.00}. The loan originated XX/XX/XXXX. They are not being reasonable and I'm at my wits end. I've never been late on my first home of 13 years. This is my second home, to deal with this is not acceptable. I need help. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Since XXXX of XXXX, the CARES Act has given forbearance to millions of homeowners. I filled out and faxed in my mortgage forbearance form in XX/XX/XXXX, listed on the myloancare.com website, after getting laid off due to the COVID-19 pandemic. At the beginning of XX/XX/XXXX, I received a notification that LoanCare marked my account as 30 days late. I called and spoke with a representative that informed me that LoanCare had not yet processed my paperwork and assured me it would be resolved. I then received paperwork via mail telling me that my 90-day forbearance period had started in XXXX and would be valid through XXXX. However, my XXXX payment was still reported as 30 days late. I called LoanCares customer service multiple times until I was finally connected with a supervisor who instructed me to send in my fax cover sheet, proving that I submitted the mortgage forbearance form in XXXX and that LoanCare would correct the report to show the correct forbearance start date. This process turned into a monthly task. My XXXX payment continued to be reported as 30 days late. I would call and speak with supervisors, each of whom instructed me to send in the fax cover sheet and follow their instructions. Yet every month, the account was still reported as 30 days late. By XXXX of XXXX, I was fed up and frustrated with LoanCares terrible customer service. Finally, a manager instructed me to make the XXXX payment which initially triggered the 30-day late reporting. He assured me that making the payment would stop the late reporting going forward. Following his advice, I ended up taking a loan from a family member to make the XX/XX/XXXX payment in XX/XX/XXXX. My second forbearance period was 180 days, from XXXX through XX/XX/XXXX. By the time I received my second forbearance, I had already made the original XX/XX/XXXX payment. Several LoanCare customer support supervisors I spoke with confirmed that since I had made the XX/XX/XXXX payment before the start of the second forbearance period in XXXX, my account would be considered current. Yet again, I continued to receive notifications that my account was reported as 30 days late. I had another forbearance through the end of XX/XX/XXXX, when I finally went back to work. I went back and made all the payments missed in XXXX and am now considered to be current on my loan payments. However, this hasnt solved the issue. This inaccurate reporting has destroyed my credit score and caused undue emotional stress. Multiply credit lines have been decreased to LoanCares reporting error. I am unable to refinance my loan due to this error, which has cost me thousands of dollars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second time that my account has been placed on XXXX XXXX XXXX XXXX XXXX when I definitive proof from my Insurance Agent that they deliver proof of Insurance annually to the servicer, XXXX XXXX XXXX. I had to seek a refund last year. This year, they sent me a letter advising i was all set after I re-sent the proof of Insurance yet they escrowed for it all the same. I am due a refund of 2 months of escrow, immediately. It is a nightmare to get to someone to discuss and once transferred, have to go thru verification a third time, once on the phone and 2x to AGents. WORST SERVICER
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX, a corporate rep for LoanCare lied about the website not malfunctioning in XXXX of 2021 to justify keeping my {$30.00} ( regarding complaint ID # XXXX ). When I paid the {$1.00}, XXXX, the LoanCare rep who took the payment explained to me that he started working about the time when a lot of customers were calling because they were charged a {$30.00} NSF because the website clipped their checking account information and LoanCare waived their charges. He said that because they took the money from the excess in our principal, they would not return my money. The company paid many {$30.00} fees to their bank for the checks that didn't have sufficient information to process. I believe that so many customers were using the website at the same time and it was not designed for the overload. Anyone who uses online access for bill pay knows that a website will not allow anyone to submit a payment with missing numbers. I retyped everything about 8 times or more because the site kept freezing or providing error messages for no reason and freezing again during the correction. I told many representatives about the issue, asked for a supervisor, but no one cared in 2021, except one person who did let me know that 2 numbers were missing at the end of the account number. I asked if that sounded right to him because the site should not have submitted my information incorrectly, I would have seen and error message. The website literally submitted my information so quickly after I typed in the account number until it seemed as if something was wrong. If LoanCare is covering up the fact that many customers experienced my issue at that time to justify taking my money for their malfunctioning website, they are dishonest, ethical, and untrustworthy. Two employees told me the truth about what happened and the corporate head, XXXX XXXX wrote a flat lie in her letter. I am attaching a copy of XXXX 's letter, my credit report from about one week ago, and redacted copies of bank statements for XXXX and XXXX, 2021 balances, revealing the mortgage payments for those two months. The checking account, attached, is the account number that I typed into the LoanCare website. We are not hurting financially, at all. We are just discussed with corporations run by people who have no credibility. We decided, after this incident, to refinance with a highly reputable company. We are refinancing with XXXX XXXX XXXX XXXX for a breath of fresh air.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I was notified the my loan was being transferred from LoanCare to XXXX effective XX/XX/XXXX. I then received a letter stating the transfer was cancelled. I then received a notice that the transfer would occur effective XX/XX/XXXX. I was out of town in XXXX but when I returned I discovered that my automatic withdrawal for XXXX was not taken, evidently because the process of transferring the loan to XXXX in XXXX that didnt occur stopped the automatic payment. I then send in the payment which arrived arrived XX/XX/XXXX, was cashed by LoanCare and miss-applied by LoanCare to some other account. Multiple calls later that money was eventually located and supposedly refunded to me although the first check never arrived and the second check is in the mail 4 months later. I also received a bill from XXXX in XXXX for XXXX and XXXX which I payed so the loan wouldnt be delinquent. This week I was notified that I had a delinquent account in my credit report. Evidently LoanCare reported the loan as closed XX/XX/XXXX but 120 days delinquent. LoanCare was contacted and said it was XXXX problem. I contacted XXXX and they said they considered the loan up to date and had reported the same. Talking to the LoanCare service center again they stated this request needed to be made on line and that it was reported that way because I didnt make a XXXX payment even though LoanCare has had the money since XX/XX/XXXX. And the lack of payment was transferred to XXXX and payed there too! In contacting the LoanCare service center about both the refund issue and the Credit report issue they have been totally unhelpful. Ive been escalated multiple times and on multiple occasions been offered call backs from another level which didnt happened on 5 different occasions. Clearly a pattern of deception. They have used ridiculous excuses why they couldnt investigate my refund request. ( Copy of the check was a JPEG file, as was supplied by my bank, and not a PDF file so they couldnt open it. ) This excuse was used multiple times even after I sent it as a PDF. I advised them that they should hire new tech people. Im contacting the CFPB because I have little confidence that LoanCare will fix these problems unless pushed. Also, although Im fortunate to be able to float a mortgage payment for four months, I believe that is not the case for the vast majority of Americans and the company needs to be accountable and be forced to streamline their return process so some people are not forced into financial hardship through no fault on their own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare llc is my mortgage holder, we had hurricane damage from XX/XX/20. After extensive repairs and completed inspections that have passed and shown our home is completed. They will not release funds. I have sent receipts of well over XXXX. They have XXXX of my money, they refuse to release even though there inspector certified my house is @ 100 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Problem with XXXX/Loancare servicing. I have a NON-escrowed mortgage for most taxes and insurances ( only flood is required to be escrowed ). This servicer received a regular COPY of the windstorm insurance bill and decided to pay it without communication with me. Added it to my escrow without my consent. Since I was not aware, I tried to pay the bill with my insurance company and was told I was fully paid. Six months later I receive an escrow analysis statement with the prior payment, resulting in a large shortage in my escrow account. They also ADDED the future renewal to my escrow account creating a further shortage and dramatically increasing my required monthly payment. I spoke to the servicer 3 times about the error. They acknowledged the error. They promised to correct the error. After a month and a half of this back and forth, they still have done nothing to correct. The increased payment was due XX/XX/XXXX. I did not pay it. I have decided to payoff the mortgage. Today is XX/XX/22. I requested a payoff online on XX/XX/22. My request shows on their website. It says expect in 1-2 days. I CALLED today and spoke to a representative who said a supervisor would send me a payoff within the hour. No payoff forthcoming. I have already sold securities to pay this loan off ( that is how frustrated I am ) resulting in a large capital gain expense. The " service '' from this company is unacceptable and abusive. They tell customers what they want to hear just to get them off the phone and then do nothing. Not to mention the difficulty just to get to speak to a person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I requested to reduce my interest rate to XXXX XXXX as it was hard to pay a high interest rate. They promised, if I apply for 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 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 reduced the interest rate at all and now they are refusing to refinance and not accepting their mistake. If I would have advised for refinance from the day one, I could have get refinance 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 this misleading and misguiding intentionally. They refuse to reply of my voicemails, emails and certified mail at all knowingly and willfully. In good faith, I reminded them our conversations, but they aren't resolving the issue, but are threatening. My original request was to reduce 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 it interest rate and waive any and all unlawful late fee and penalty, they have levied without cause and in violation of my consumer rights. If this was not done intentionally twice, that what is this? why I was misguided and misled? There is some someone somewhere who can ask this question and I have right for correct answer and get this problem fix ASAP. Best Regards. XXXX XXXX XXXX XXXX XXXX # XXXX 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: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A