Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since about XXXX I have been trying to resolve escrow issue. My insurance information was sent out in a timely matter, LOANCARE says they did not receive and purchased insurance on my behalf, Me, my carrier and my agent all sent insurance copies. They had to get copies when loan was sold. I have emails Where we mailed a second set to them XX/XX/XXXX. They did not do a new escrow analysis. It was not unit my XXXX payment did they adjust escrow even though I have called several time since XXXX. In XXXX I was told when account was current, previous person said they would fix escrow, they would send extra escrow out. In XXXX I called and was told I had to request it, which we did. Today I am on the phone and they are telling me they have to do an additional escrow analysis and then request me to be reimburse. In XXXX, XXXX and XXXX they did not tell me the extra money I sent in that they put directly to curtailment could of offset this mess, XXXX person tells me it is to late. Every time I call I get a new story will some reason they wont send me back my escrow excess. Everyone tells me they will escalate everything and no one calls back or does their job. People should not be treated like this. XXXX XXXXLoan Care are awful. XXXX says she will get check cut and sent out overnight ... ... ... She can not answer why my XX/XX/XXXX email was ignored.
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: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: My main mortgage is with XXXX XXXX on a second residence. Took out a {$100000.00} loan years ago ( at that time with XXXX ) who sold the loan to XXXX, who sold the loan to Loancare or Loancare is company collecting for XXXX. Haven't figured this out yet. Loancare reported 6 late payments back in XXXX. Looking through my bank statements found that payments were made on time, not only to Loancare, but XXXX also took out the same amount at the same time- so double payment even if the report NO payments!! During Covid got mitigation from Loancare. Resumed payments in XXXX of XXXX, however every payment was reversed back into my bank account. I could not reach anyone at Loancare nor XXXX on the phone. I wrote letters, see attached. Loancare did send me some check totalling {$910.00} ( no letter of explanation attached ) Last I finally talked to someone at Loancare who said I should pay up over {$9000.00} to make the loan current!! This is a total mess and I am afraid that Loancare is trying to take away my property for non-payment, even though I have been paying all along, I filed a complaint with XXXX but have not heard or learned of any resolution. Loancare is now sending my application forms for loss mitigation. I have complied with their request and sent them all the documents they required. Loancare keeps saying that I am missing documents and they are now threatening with foreclosure. Short of hiring an attorney, which I can not afford ( I am an XXXX XXXX XXXX retired woman ) I don't know what to do and am at my wits ' end. Please help if you can.
Company Response:
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my loan in XX/XX/XXXX. There is an overpayment on my property taxes. Previous lender on numerous occasions has confirmed they received the overpayment back and had processed the check for reimbursement. I have been following up for weeks on this and as recently as of Saturday XX/XX/XXXX and Monday XX/XX/XXXX i was told a refund check was being overnighted to me. As of today Wed XX/XX/XXXX XXXX ID XXXX is telling me there is no way for anyone to tell this information and this can take upto another 30 Days. I have been on the phone with LoanCare for 1 hour as i am writing this compliant. I asked multiple times to be transferred and was told no one is available. both the county and LoanCare have confirmed multiple times that Loan Care is in receipt of the overpayment of the property taxes. This process is going on 2 months now. I was told as of XX/XX/XXXX the check was being processed and would be overnighted to me to receive on Wednesday XXXX. Now the current team member is telling me there is no way they can promise that would be done. I want this taken care of and the only recourse i feel like i have is to file a compliant.
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: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my husband and I lost our home to an EF-4 tornado in XXXX, KY. It was a complete loss. Our insurance company promptly issued us a check to cover the property. They issued us a two-party check, listing my husband and I, and LoanCare Servicing as mortgagee. The balance owed on the mortgage was {$35000.00}. The check was in the amount of {$140000.00}. We contacted LoanCare and per their instructions, we overnighted the endorsed check to the address they provided. LoanCare returned the check to us stating the was not endorsed. We then signed the check and again overnighted the check to LoanCare. We received confirmation it was received by LoanCare on XX/XX/XXXX. However, LoanCare did not apply the proceeds to payoff the mortgage until XX/XX/XXXX in violation in Regulation Z. Once we contacted LoanCare they further stated they would not release our funds until 15 days from the date of payoff ( XX/XX/XXXX ). On XX/XX/XXXX we received a check in the mail for {$1.00}. We again contacted LoanCare to inquire as to the reason for the {$1.00}. They stated this was for " overpayment interest. '' We need this payoff to be credited upon receipt of delivery as required by the law. Further, we expect our money to not be held hostage in this interim period as we seek to purchase a new home. We are also concerned there are other families that are also being subject to this unlawful treatment as a result of this life altering natural disaster.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42066
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Dear Sir or Madam, 1. LOANCARE LLC Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/2022 I immediately disputed this information with LOANCARE LLC and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to XXXX XXXX, now known as LoanCare , LLC, in XX/XX/XXXX. I have experienced difficultly on several occasions trying to process one-time principal payments via the website. In XX/XX/XXXX ( near the end of the month ) I tried to make a principal payment of {$10000.00} online and received an error. I spoke to a CSR who informed me I had to wait until my monthly payment was drafted, which would occur on XX/XX/XXXX. I attempted to make the principal payment again after XX/XX/XXXX, and received another error message. A different CSR informed me the monthly payment would take a few days to post and I needed to call back. Finally on XX/XX/XXXX, I spoke to a CSR and would not take 'no ' as an answer. The CSR then told me they could only take a payment of {$9900.00}. I refused this reply and asked to speak to a supervisor as I did not want it to appear as though I was structuring payment amounts. A supervisor ( XXXX XXXX successfully processed this payment on XX/XX/XXXX at XXXX. In XX/XX/XXXX, I again sought to make a one-time principal payment via the website for {$10000.00} and once again received an error message. I spoke to a CSR ( XXXX XXXX on XX/XX/XXXX who processed the payment. In XX/XX/XXXX, I tried again to process a principal payment of a few hundred dollars online and received an error. I did NOT call a CSR. On XX/XX/XXXX, I tried to use the website to get a copy of my amortization schedule and again, received an error. At this time, I submitted a complaint via the company 's website explaining the issues I encountered and my increasing frustration. I also suggested that the hoops I had to go through to make principal payments felt as though LoanCare was trying to make it harder for customer to pre-pay and thereby collect more interest income. For example, there was a 2 week delay from XXXX until XX/XX/XXXX where LoanCare was able to collect interest on an additional {$10000.00} of principal because I wasn't able to make a one-time payment despite repeated attempts. In my complaint on XX/XX/XXXX, I asked to be contacted on my cell phone. LoanCare did call me on both XX/XX/XXXX and XXXX, but I was unable to take the calls. On XX/XX/XXXX, I received a letter in the mail regarding my inquiry for a copy of my amortization schedule ; a copy was enclosed in the letter. Also enclosed was a letter to another customer regarding a complaint they submitted to the XXXX XXXX XXXX regarding their escrow account. In addition to the letter, LoanCare included a copy of the other customer 's escrow statement which includes various PII ( name, address, loan number, etc. ). I reached out to LoanCare on XX/XX/XXXX to share that I received this letter. I also asked who their primary regulator is, and they confirmed it is the CFPB. They provided an internal email address where I can submit my complaint and asked that I send a copy of the other customer 's information that was shared. I have not yet submitted anything to this email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was in forebearance from XXXX. Loancare reported to XXXX and XXXX. XXXX still has the months showing as missed payments which is affecting my credit score. I have disputed this with the credit company and got no results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98902
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Dear Consumer Financial Protection Bureau, and To Whom It May Concern : I am hereby making a formal complaint against XXXX XXXX XXXX XXXX ( XXXX ) and LoanCare ServiceLink Company regarding continuous fraudulent errors, corporate advance balance fees, and late charges to my home mortgage account that is causing me not to be able to qualify for refinance programs or any government refi mortgage programs. I am seeking legal assistance for a full investigation of fraudulent activities and before XXXX LoanCare is allowed to foreclose or sell my home by falsely stating that I am in default of my loan. I have contacted both companies and my account still has not been corrected. The original loan the note holder has changed from : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, to XXXX XXXX XXXX XXXX ( XXXX ) being serviced by LoanCare ServiceLink Company. Please see attachment XXXX for the original loan which states late fees are not supposed to occur unless I pay on the XXXX of the month or after. I have tried to resolve this over the phone starting in XXXX of XXXX by written correspondence since XXXX of XXXX. LoanCares fraudulent and unethical actions include : - Failure to properly account for mortgage payments- Not crediting several mortgage payments - Failure to accept federal bank records and statements of proof that payments were sent showing that I have not missed or been late. Please see attachment 1. - Survey charges, corporate advance charges, and late fee charges including forcing late fees by holding my loan payments XXXX to XXXX days before applying payments. Please see attachment 3. Refusing to accept full loan payments for XX/XX/XXXX and XX/XX/XXXX ( these payments were returned stating the payments were less than the amount due ) On XX/XX/XXXX, I mailed LoanCare customer service to make my XXXX payment and was informed I had to make at least XXXX payments due to LoanCare showing my account was XXXX payments behind. LoanCare, I consented even though my account information was incorrect with the understanding that the payment would be paid on XX/XX/XXXX, as my XX/XX/XXXX payment. Yet, after talking on the phone and sending a letter directly to LoanCare my account was still not corrected. LoanCare demanded proof of payments, so I had to pay my bank to have an advance search for LoanCare payments to be conducted on my account. These searches are not free and I should be fully reimbursed for all fees that occurred due to LoanCares error. Then on XX/XX/XXXX, I sent a second letter to LoanCare and XXXX regarding the false information on my account along with the bank statements proving that I had made all my payments on time. I requested to have an account specialist supervisor contact me and for all late fees along with additional services fees that were added to my account to be removed to no avail. On XX/XX/XXXX I was notified that LoanCare rejected my payment for the month of XXXX. It is clear that LoanCare is not currently handling my account and foul play is at hand even though I have proved that I made all of my payments as the funds were removed from my account and have made several attempts to contact LoanCare. On XX/XX/XXXX I received a letter from LoanCare stating that my account had been corrected, but it did not explain what corrections were made. Please see attachment XXXX. My account was still not fixed, so I tried to correct this directly with LoanCare over the phone once again on XX/XX/XXXX. The first representative, XXXX, immediately transferred me to the wrong department instead of handling my case.I spoke with XXXX XXXX employee number XXXX and she was the first person to ask for my ticket number. I previously had to correct LoanCares error on my loan account number and XXXX informed me that there were no notes on my account previous to this call although I have tried to resolve over the phone starting in XXXX of XXXX by written correspondence since XXXX of XXXX. XXXX assured me that she would add notes to my account as explaining this every time I call is emotional, mentionally, and physically straining on me as I am XXXX XXXX XXXX. XXXX then had to transfer me back to the first department I called to start the process all over. XXXX LoneCare employee number XXXX noticed that there was an error on my account and escalled my payment as she found that XXXX payments from XX/XX/XXXX had not been applied to my account although the money was received. XXXX sent copies of the checks showing that these payments were made. XXXX informed me that she found in XXXX that XXXX separate checks were sent in that would make my account up to date, as I paid both XXXX and XXXX. But only was applied to my account alouth they have proof of payment and this needed to be reviewed with more information so that my account could be corrected. XXXX supervisor reviewed the information and saw that the checks showed up as cashed so this issue can be resolved as I have not missed any payments. She was not able to send me any form of written notice that the corrections would be added to my account but assured me that on XXXX the XXXX she would call me back to let me know the status of my account. However, on XX/XX/XXXX I received a letter from XXXX showing that my account was now XXXX month behind and that none of the payments that I made over the phone on XX/XX/XXXX for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX had not been applied to my account. Even though the money was taken out of my account on XX/XX/XXXX. Please see attachment 2. At this point it is beyond clear that both LoanCare and XXXX have no intention of correcting my mortgage loan account as they have refused several payments and have started an illegal foreclosure on my house. My XXXX payment that I made on XX/XX/XXXX was held for days by LoanCare who claimed to receive it on XX/XX/XXXX and then returned to me on the same day with a letter stating that they would not process my payment claiming that The payment represented less than half of the full amount due. But I am not behind on any of my payments nor was the payment amount less than my normal payment. Please see attachment 2. Now, I must make sure that they dont steal my house through mortgage fraud as I have proven on multiple occasions that I made all of my payments and have not been late. Despite my own best judgment I sent XXXX payments over the phone on XX/XX/XXXX in good faith to try and correct my account even though no error has been made on my part. Please see attachment XXXX for proof of this payment. Every time that I spoke to LoanCare on the phone I was assured that my account would be corrected and it has been wrong since XXXX. This is a clear violation of Georgia State Laws. The attached documents from my bank XXXX, prove I have made all of my payments on time and do not owe LoanCare any additional fees. XXXX is willing to send any further proof of payments necessary to rectify my account. Thank you in advance for your time and efforts. Attached 1. LoanCare Service Emails & Proof of Payments XX/XX/XXXX - XX/XX/XXXX XXXX. XXXX XXXX XXXX Payments and Refused Check Payments 3. LoanCare Notice of Payment History Correction XX/XX/XXXX 4. LoanCare Foreclosure Notice XX/XX/XXXX 5. Original Loan with XXXX XXXX XXXX XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage was sold from XXXX to Loan Care sometime late last year. On XX/XX/XXXX we received modification paperwork from Loan Care. Loan Care received the paperwork on XX/XX/XXXX and it was signed and notarized by their people on XX/XX/XXXX. Somewhere along the way ( not sure when ), the loan was sold to XXXX XXXXXXXX XXXX and we were told the modification paperwork would be sent to them by Loan Care. We have received bills from XXXX XXXX XXXX and have paid the payments. On XX/XX/XXXX, XXXX XXXX XXXX sent us paperwork saying our modification was denied because they didn't get our paperwork. I emailed the paperwork to XXXX XXXXXXXX XXXX but they said we have to start all over and go further into debt ( we started out owing {$2000.00} and now we are over {$5000.00} and counting ). When we called Loan Care, they said that it wasn't their fault they didn't send the paperwork over and that we'll " just have to start over ''. Absolutely ridiculous and a total scam of our money!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 260XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A home loan refinance was initiated through XXXX XXXX. They submitted the payoff amount to Loancare LLC on XX/XX/2022. Loancare policy is that late payments are not reported to credit bureaus unless payments are made outside of the month that the payment is due. After the payoff was completed, Loancare reported the mortgage as paid off and 1 month deliquent. We are requesting that Loancare remove the late payment report to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 833XX
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A