Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were in COVID Forbearance for XXXX. We came out of it in XXXX. Our payment before the forbearance was {$1400.00}, after the forbearance we did a modification to {$1500.00}. We paid that amount for 2 months. We went to pay XX/XX/XXXX mortgage and it had {$1700.00} due. We have received no notice that it was being raised another {$200.00} dollars. Upon calling Loancare we were told that there was a shortage in the escrow. They informed us that they had paid the escrow based of XXXX. I informed them if that was so there should of been an overage authentication taxes and insurance was lowered. We made $ 20k less in XXXX and can not afford an extra {$200.00} along with our other obligations. This is not helping this is harming us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LOAN CARE XX/XX/XXXX sent to me on a new loan account XXXX with at top right loan # XXXX and # XXXX then added XXXX in front of that # XXXX from XX/XX/XXXX to XX/XX/XXXX i made payments on the 5 th of months XX/XX/XXXX to XX/XX/XXXX never late XX/XX/XXXX to XX/XX/XXXX when i saw the XX/XX/XXXX payment sent back in mmy account as a loan care refund XX/XX/XXXX .I tried all of the numbers no one could give me any answers.I called the corporate office ( attached is my phone bill ) stayed on hold twice XXXX minutes 2nd time XXXX minutes. After many transfers i was able to get their reason.See the loan care notes from the file i insisted on.They claimed they sent letter to have me send payments to a different address.I was not at home in XXXX OR XXXX until i did receive a notice of default I had set up my bank acct bill pay automatic.When the refund came in i was in shock.Not even a phone call.I made another payment after XXXX PAYMENT XXXX POSTED OK XXXX XXXX XXXX I SET UP A BILL PAY FROM MY ACCT AT SAME BANK WITH DIFFERENT BANK ACCOUNT NUMBER to be just for this payment ..somehow i did it so it was making double payment..Finally after so many calls the new servicer XXXX XXXX XXXX FINALLY IN XX/XX/XXXX gave me a correct loan # and where to pay .DOUBLE PAYMENTS FROM LOAN CARE 20 days after the double payments redeposited into my account..Loan care should have forwarded payment then send me a letter.NEVER HAPPENED THAT WAY. I ALSO RECEIVED from Loan care a letter claiming i had no insurance for my CONDOMINIUM TELLING ME HOW EXPENSIVE IT WOULD BE.Again hours on the phone.They had a binder from my agent in escrow that closed XX/XX/XXXX with the TRUE INFORMATION THIS IS NO CONDO I HAVE HAD SAME INSURANCE COMPANY SINCE XXXX .Been owner sice XXXX .Single family residential fourplex .conforming in a neighborhood of the same kind or property. LOAN CARE REFUSED TO SEND ME CORRECTED TAX INFO WITH THE THREE PAYMENTS MADE IN XXXX. I have a copy to put with this.Showing proof of all that i just said .Loan care refused to give me any of my information .Loan Care refused to correct the transfer of payments or correct the tax mortgage % statement.Loan Care i just ran my credit which is NO LATE PAYMENTS ANYWHERE ON MY CREDIT loan care put three late payment XXXX 1 in XX/XX/XXXX when i was paying double because of the wrong information and four different loan numbers all for XXXX XXXX .Loan Care does this to make it look like you are behind in payments ..Refuse to fix the errors they make.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am XXXX XXXX XXXX and I have a complaint about the inaccurate and damaging information on my account. I have a loan with LOANCARE LLC with the account number XXXX and I have always made my payments on time. For some reason I realized that there was a late payment on my credit report even it clearly states it is PAID. As you can see, I have a 0 balance on this account and always had a stellar payment record with this company. I already tried contacting XXXX, XXXX, XXXX and LOANCARE LLC with no successful resolution. There was definitely an error on their part. Please remove this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I requested to cancel my forbearance on XX/XX/2021. Loancare confirmed they received my request via email. On that email it indicates I will receive an email within 5 business days for my recorsds. It has been 5 months now of calling loancare and requesting a letter of termination for my forbearance. I have spoken with 10 representatives and 2 managers who refuse to send this information. I paid my missed mortgage payments in full in XXXX when i requested to be off forbearance. The refinancing of my home is in jeopardy as LOANCARE refuses to provide the necessary information for refinancing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: LoanCare - Loan # XXXX I was in Forbearance from XX/XX/XXXX to XX/XX/XXXX. I made my XX/XX/XXXX payment late. I went into the Forbearance with a late. I now understand that is why I showed late on my credit report for 13 months. However, I ended the Forbearance, deferred my Forbearance amount owed, and began making payments in XX/XX/XXXX. It was LoanCares responsibility to change the late notices ( XX/XX/XXXX to XX/XX/XXXX ) to current. That did not happen. I disputed the lates and it has been explained to me by many LoanCare customer service representatives that the lates should be removed. The credit department sent a generic letter telling me nothing, not even what my dispute was, and stated to give the credit reporting agencies XXXX days to update my credit reports. LoanCares website states, We will complete our investigation and report the results to you within 30 calendar days of receiving your dispute if sufficient information about your dispute has been provided to us. The generic form letter did not tell me the result of their investigation or the resolution. I have contacted LoanCare many times ( XXXX times ) in XXXX, XXXX and XXXX to resolve the credit reporting issue. Three times, I have been escalated and told a supervisor will call me back. I finally received a call back on the third attempt ( XX/XX/XXXX ), but the supervisor, XXXX XXXX, told me that the lates will stay on my credit report since I entered the Forbearance late. I explained that I have spoken to many LoanCare customer service representatives that have told me XX/XX/XXXX would remain a late, but XX/XX/XXXX through XX/XX/XXXX would be changed to current since I ended the Forbearance and deferred the lump sum owed to the end of my loan. XXXX XXXX stated he would pull the conversations with the customer service representatives, speak to the credit department, and contact me on XX/XX/XXXX at XXXX XXXX PST to discuss his findings. He never called. I called yesterday ( XX/XX/XXXX ) and today ( XX/XX/XXXX ) leaving XXXX XXXX three messages. I did not receive a call back. I called customer service again, and spoke to XXXX who shared that he was emailing XXXX and the reason he had not returned the call to me is that he hasn't spoken to the credit department yet. He stated he would follow up with them on XXXX ( XX/XX/XXXX ). I sent a letter to LoanCare via the online contact portal. I received a message stating that my pdf document could not be opened. I then sent the same letter to LoanCare on XX/XX/XXXX via USPS Certified Priority Mail. I have not received a response from LoanCare. I need to refinance my house to remove my ex husband and pay him. I am unable to refinance my house with 12 lates on my credit reports over the last 16 months. Time is of the essence for me. My ex-husband is threatening a court order to sell the home immediately. This is my home. I am beside myself at the terrible customer service at LoanCare. I have been disappointed in every single way that a company can disappoint their customer. It is sad that I had to waste this much of my time and the customer service representatives time, to get help. I have never had to do anything like this and it is to an extreme just to have someone from LoanCare acknowledge me. I feel like I have been given the run-around and it is despicable! Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: In late XX/XX/XXXX I was sent an escrow shortage letter IN THE MAIL. On XX/XX/XXXX I sent the attached letter requesting that the shortage be spread over 60 months as permitted by XXXX guidelines XXXX I also attached the guidelines to this request. In my request, I asked LOANCARE to send me a WRITTEN CONFIRMATION that this shortage will be processed over 60 months. I'm yet to receive any updates. My experience with this company has been appalling to say the least and I do not trust that this issue can be resolved without CFPB intervention. Without getting the resolution in writing, this company would most likely readjust my due payments incorrectly after next years escrow review. The service reps I've spoken with are just as clueless as they come with no product knowledge to resolve issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX, which is Subserviced by LoanCare, entered my mortgage into forbearance in early XXXX due to hardships that we were experiencing due to the COVID pandemic. I requested to come out of the forbearance ( terminate forbearance ) over 6 months ago ( XX/XX/XXXX ). We paid 3 months of trial payments and was supposed to be given loan modification documents to sign and get notarized. Since then, LoanCare has purposefully delayed the processing of my loan modification documents. In XX/XX/XXXX, they finally sent the loan modification documents to me at the correct address, but my wifes name was incorrect on the loan modification documents, so we could not process ( notarize ) those documents ( they erroneously used her maiden name ). Since XX/XX/XXXX, we are still waiting for LoanCare to re-send the corrected loan modification documents back to us ( with correct names on documents ). We have spoken with at least 15 different Customer Service representatives on 15 different occasions. All promise to have the corrected documents expedited to us so we can finalize the loan modification and get our mortgage out of a forbearance status. Until this day ( XXXX XX/XX/XXXX ), we are still waiting for LoanCare to send us the correct documents ( its been almost 3 months since the incorrect documents arrived ). Because we have not received the corrected set of documents, we are unable to proceed with finalizing the loan to bring our mortgage loan current. The delays have caused undue hardship and financial damage to our family. We have to relocate to another state and our home still being in a forbearance status is impeding our ability to purchase a new home. In addition, the forbearance remaining in our credit reports is costing us additional money due to increased interest rates on our lines of credit. We need LoanCare to overnight mail the corrected set of documents to us so we can sign them and get them notarized ASAP. We asked them to email the documents and we would even print them ourselves, but they refused to email the documents as well. Taking over 6 months to get us out of our forbearance is excessive and giving the appearance of intentional fraudulent activity. Each day that our mortgage remains in a forbearance status, is another day my family is hurt by this company and its excessive delays in processing our loan modification documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been on forbearance for 18 months under the Federal Covid-19 guidelines. We were offered a loan modification at the end XX/XX/XXXX. At that time my wife and I both were stricken with XXXX for over 1 month. We were contacted by LoanCare about the modification in XXXX which I explained that we both were stricken with XXXX. The modification was instituted by another company XXXX. We eventually were able to get the modification notarized, and sent back to XXXX via XXXX at the second week of XX/XX/XXXX. We have yet to receive any further communication from XXXX or LoanCare about the modification, and or a Statement. That said, I received a call from LoanCare on XX/XX/XXXX at XXXX pm est, and spoke to their representative who was pleasant however, she said that if I dont make a XXXX payment, they would turn it into the credit reporting agency as well as a late charge for non-payment. This is ludicrous at best, and I am prepared to sue LoanCare and XXXX for a lack of communication in this process, and providing us with a monthly statement for payment. This whole Covid-19 debacle has ruined most small businesses such as mine, and I expect the Federal and State Government to intervene in this matter, that was created by them. The person I spoke with at LoanCare on XX/XX/XXXX at XXXX Est placed me on hold for over an HOUR and believe it or not, I sat on hold that long. This is the kind of service their organization offers, and its been well displayed on all their reviews. Now this mortgage is an XXXX XXXX, and I will be contacting them as well over the XXXX challenges, and the very lack of customer service of this servicing agent LOANCARE. We are at our ends wits with whats happening with the Covid epidemic, and to have to deal with lousy service from both LOANCARE & XXXX the biggest shell game in America!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49316
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX XXXX XXXX, Loan Care sent an Annual XXXX Account Disclosure Statement that said we had an XXXX shortage of {$3000.00} and our mortgage payment was going from {$2700.00} up to {$3100.00}. ( XXXX Statement Attached ) We called multiple times and they were unable to provide a reason why and said that it must be the taxes increase. The customer service rep recommended we call the County. We then contacted XXXX XXXX, XXXX XXXX Treasurer. She confirmed that our taxes had not increased and had gone down. XXXX XXXX XXXX, Loan Care had sent an extra payment for {$2700.00}. ( See attached print out signed by XXXX XXXX ). A refund was issued to Loan Care XX/XX/XXXX. Loan Care customer service agent could not find the extra payment they made in their system even after the proof provided by the County Treasurer. There is no one to speak to in the Tax Department because it is outsourced. The only number is the customer service line and there is no one to escalate any issues to. They do not have access to any information we are told only what is in their notes. They said they were reaching out to the county and no one was responding. XXXX XXXX logs all their calls and emails and no one at Loan Care ever reached out. Loan Care stated they did not receive the XX/XX/XXXX refund issued by XXXX XXXX with Adams County. Another payment was then issued to Loan Cares payment processor directly in XX/XX/XXXX. XXXX XXXX printed and mailed the check in front of us. On XX/XX/XXXX another Annual Escrow Account Disclosure Statement was mailed with a surplus check amount for {$320.00}. ( Attached ). We sold the property on XX/XX/XXXX and Loan Care said that they received the funds on XX/XX/XXXX. The closure escrow statement has a misc escrow line amount removed from the total of {$2700.00} ( the amount of the overpayment/refund issued by XXXX XXXX ) . When I called to ask what this was they said it was because we were refunded that amount but had not received anything. There is nothing they can do about that we are told and then they said it was because we owed taxes through XX/XX/XXXX but the property sold. The balance in our escrow account prior to the sale of the home, that should have been refunded was {$640000.00}. They have overpaid our taxes and are now stealing the overpayment from us twice that has been refunded to them. We have sent messages with this chain of events and called multiple times. The customer service agents that answer the phone only have access to basic information and can not resolve or look into our issue. We are told something different each time we call. Every day for almost XXXX years Loan Care sent a XXXX XXXX driver to my home that rang the doorbell and left an envelope with a solicitation letter to refinance, even while all this was going on. It felt predatory. I asked them to stop and they did not. They must have spent the amount of the overpayment or more just on sending XXXX XXXX to my home. I would like to have this is resolved and the correct escrow refund issued and to be done with this loan servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started in a loan modification program for my mortgage in XXXX of XXXX. I paid three trail payments, XXXX, XXXX and XXXX of XXXX and returned the signed and notarized paperwork ( notarized by my lawyer ) in XXXX of XXXX. That completed the modification process and I continued to pay the agreed upon mortgage amount every month since. I have bank statements showing my payments have been made and are on time ever since. In XXXX of XXXX, I logged into my account online and noticed my account was showing past due. I called Loancare, was transferred to a superior who looked into the issue and saw there had been a miscalculation made in their underwriting department which was causing this issue. I was assured the issue was being escalated to be resolved. I have since been calling Loancare several times a month for the past 5 months - this issue has not been resolved, the calls I'm told will be returned are not and the issue persists. I continue to pay my mortgage, and each month it is showing I am behind - essentially my payments are not being applied properly. I have been approved by another lender to refinance so I can get away from Loancare as they won't resolve the issue, but because the issue is unresolved, and my payoff being given by Loancare to the new lender is showing I'm behind, I can't refinance. I have given my new lender authorization to communicate with Loancare and they have spent over 6 hours on the phone with them over the past three weeks- still being promised that the issue is being escalated and someone will call them back with resolution, but no call backs have been received. It feels that Loancare is being unethical holding my business XXXX with them as they refuse to resolve an issue that I have been trying to resolve for several months. This is negatively impacting my as I have the opportunity to get a lower interest rate and with each week that passes, I loose the chance to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A