Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last spring ( XX/XX/2021 ) I purchased a home in XXXX XXXX, FL using XXXX XXXX for my mortgage. During the closing process I was informed by the XXXX XXXX loan officer ( XXXX XXXX XXXX ) in writing and via text message that the FEMA assumable flood policy I purchased provided sufficient flood insurance coverage for the property. I specifically discussed with the loan officer insurance ... homeowners, windstorm and flood and told them I was maxed out and could afford the loan/home if insurance costs were higher. During closing there was no document I signed that indicated the flood policy was insufficient nor any other issue highlighted that indicated there was an issue with the flood policy. Approximately 45 days after closing I received a letter from LoanCare LLC which manages mortgages for XXXX XXXX. They demanded supplemental flood coverage per XXXX XXXX guidelines. I explained to LoanCare reps that I had texts and emails from the XXXX XXXX loan officer that indicated my coverage was sufficient. At that time I reached out to the XXXX XXXX loan officer via phone and follow-up email and she responded via email that the FEMA policy should be sufficient. I forwarded a copy of that email to LoanCare LLC -- apparently to no avail as they purchased a umbrella insurance policy for way above the replacement cost value of my property and charge my escrow account over {$5000.00}. I reached out again to LoanCare to complain and explain that I might need to get legal representation as I considered XXXX XXXX to be in breach of contract. I was transferred to a LoanCare supervisor ( XXXX XXXX XXXX ) who reviewed my information and informed me they should not have taken out the umbrella policy for above the replacement cost value ( RCV ) of my home. She indicated she was cancelling it and the money would go back in escrow and she was reaching out to the insurance agency that transferred my FEMA policy to confirm if they had an RCV for the flood insurance as my current policy might be acceptable. No action has taken place and despite multiple ( over 10 ) calls to XXXX XXXX and to the XXXX XXXX loan officer, no one will now respond to my calls or emails. Additionally, there is no way to contact a live agent at LoanCare as the phone system will only connect you to automated or pre-recorded systems.
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: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This started after hurricane XXXX. My insurance company evaluated the damages and sent the payment to me. I sent the check to my mortgage company to have them endorse it when possible after all paperwork was due. We needed their endorsement and sent the check in XXXX. Since then, my house has been in shambles and my contractor stopped working bc I have not received the money from the mortgage company. I have submitted every last piece of paperwork and was needed and some. Yet, whenever I call them, I get to put on hold or I am told that this isn't their problem. I was recently on the phone with them and was told that they could " do me a favor and send me 4000 '' instead of sending me my actual amount. I was shocked and disgusted after hearing this and am in a mess at the moment because they are not cooperating and I have no other means of getting in touch with them. Every time I talk to them or call them, they keep refusing to cooperate and keep putting me on hold. I needed an inspection date from them and submitted the request as soon I could, yet they have not called back and it has been XXXX weeks. They owe me around {$24000.00} that I need to repair my house. They have not contacted me and keep troubling me with this. I hope this complaint helps me reach out and help my case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70065
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was offered to refinance my house with no closing cost. The day before the refinance they sent me some documents to sign through e-sign. I contacted my loan officer because the payment did not match what was quoted to me. She said not to worry about it to sign it and everything would be corrected when the notary showed. XX/XX/XXXX The notary showed up to my house and nothing was corrected. The notary called the loan officer but she did not answer. She reached another loan officer and he said to sign it this way the notary doesnt need to come back out. That I had 3 days to cancel. Same day I had my brother in law look it over who owns an escrow company. He said they are charging me {$10000.00} on the back end and to cancel it. I cancelled it that same evening. I called and emailed my loan officer to confirm she received the cancellation. She said she would cancel it. XX/XX/XXXX I called to make my mortgage payment.I could not make my house payment because it said my loan was paid off. I talk to a representative and was told to check on it in a couple of days because they need to put my loan back together. I emailed and called the loan officer and all she could say was she canceled the refinance to check on my loan at a later date. XXXX I called again and still voile not make a payment. I contacted the title company and was informed my loan was never canceled. I asked for the loan officers managers number. I was given XXXX XXXX email. XXXX I emailed XXXX XXXX and was told to hold onto my mortgage payments while they try to straighten this out. They paid off my original loan before the 3 days and sent me the release of lien on my house. XXXX reassured me this would not hurt my credit and my home would not go into foreclosure. XX/XX/XXXX My loan was finally put back together and was able to make my payments for the past 3 months. I was told by XXXX XXXX that everything was back to the way it was and the other loan would be voided. XX/XX/XXXX I receive a letter that Im in default on the new loan that was created and my house would possibly go into foreclosure. I continue to be harassed every day with calls trying to collect. When I have made my house payments. Ive asked for them to fix this and they have no urgency to do so. This has caused me to worry where I have anxiety now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) Two payments were sent via XXXX XXXX XXXX online XXXX to Loancare for {$520.00} around the first of XXXX and first of XXXX. XXXX XXXX tells us they havent received the payments from Loancare. Loancare says they have no record of receiving these payments. XXXX says the funds were debited. XXXX provided a copy of a deposited check from XXXX, deposited to a XXXX XXXX account. XXXX XXXX went ahead and made an additional payment to XXXX XXXX for {$1000.00} in late XXXX to ensure the account stayed current. At this point wed just like a refund of the payments sent to Loancare. 2 ) A negative remark was added to our credit reports XX/XX/22 showing the XXXX payment was missed and the account was closed more than 90 days past due. a. Wed like our payment history accurately reflected on our credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I called to pay the escrow shortage on my account with Loancare, the loan servicer for XXXX mortgage company. I spoke with XXXX about my efforts to make the payment online last year at the end of XXXX. The website froze repeatedly and I input the information probably XXXX times. The company TOOK {$30.00} from our overage for what they called insufficient funds. I learned that the system deleted a number from the checking account. Many customers reported the malfunction and they eventually admitted a system error. The {$30.00} fee was waved for everyone except me. They had taken my money and my many calls & online complaint was ignored. I was told that they can't give any money back, once they have it. I was told that they can't correct it or credit my account. I just read RESPA, Section 6 which states that a mortgage service is responsible for correcting any errors. This company has made me resentful of their lack of integrity and decency. They owe me {$30.00}.
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: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Summary : Loancare was reporting I have a 60 day late payment for a month that was 6 months after I sold my home. I disputed it and they updated it to show that I have a 60 day late payment 14 months after I sold my home. I was 60 days late on my mortgage in XXXX. I decided to request deferred payment under the COVID relief tools. I then sold my home and completed the sell on XX/XX/XXXX. I used the proceeds to pay off my debts and waited a year to rebuild credit so I could apply for a new loan. In XX/XX/XXXX I applied for a new loan and found that Loancare was reporting I had a 60 day late payment for XX/XX/XXXX ( 6 months after sell of home ). I sent a formal dispute to the fax number they provided on XX/XX/XXXX. Loancare sent me a formal letter stating there was no error in their reporting. I proceeded to have my lender pull a fresh credit report to see if the error was corrected. We found that Loancare removed the XX/XX/XXXX 60 day late payment record but added a XX/XX/XXXX 60 day late payment ( this credit report was pulled in XX/XX/XXXX so it was for the same month as the dispute resolution letter ) I contacted a supervisor at Loancare to have them review. She told me to just go around the error and submit proof it was paid to obtain a new loan. She provided an email I could resubmit my new dispute. On XX/XX/XXXX I resubmitted my new dispute of the XX/XX/XXXX 60 day late payment via email and contacted my lender to see if we could get approved providing the proof that the loan was paid off. My lender contacted the underwriter manager who denied my loan due to the " recent '' late even with proof provided. On XX/XX/XXXX I received a letter from Loancare acknowledging that they had reported XX/XX/XXXX as a late payment and corrected it but still did not acknowledge the XX/XX/XXXX late payment. At this point I have too many hard credit pulls trying to get this resolved and Loancare is still no closer to resolving the " floating '' 60 day late payment. I started this process in XX/XX/XXXX with a goal of purchasing a home in XX/XX/XXXX so I would have adequate time to relocate before my rental lease expired. My rental lease is now expiring with XXXX and I have an option to be homeless or pay a higher premium to stay where I am at currently. Loancare 's actions are having a direct impact on my inability to find housing and having impacted my XXXX XXXX negatively with additional hard inquires. As of XXXX they will have a direct negative impact on my finances with the lease expiring and inability to have found housing timely. I should also note that I have disputed this will all credit bureaus and have had no success. My assumption is that Loancare did not properly close out my forbearance as the original " 60 day late '' was 60 days following the month my forbearance would have ended. Then, instead of figuring that out they updated it the current month of the last dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95382
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My issue is with XXXX, Loancare XX/XX/XXXX I recieved my first notice about a lapse in insurance. A week later I received mail saying " Thank you for updating your insurance. ". I figured it was taken care of so I didn't pursue it any further. In the beginning of XXXX there was a hole in the hot water pipe and it needed repairing. I called the insurance company and they informed me I had not been insured by them since the beginning of XXXX due to none payment. The payment is supposed to come out of escrow. It did not. I talked to a slew of Loancare customer service reps during this time. They all had different things to say. One said I did have insurance and I was covered, another didn't. I finally get transferred to the insurance department and they say I have no coverage. So my husband and I end up paying out of pocket to repair the pipe and the hot water heater. This cost us over {$3000.00} I call the mortgage company to see what can be done since no one notified us for 9 months. One rep says Just get a new policy and everything will be fine. I asked why they waited so long to tell us, and the rep says " We just like to give our clients a really long time to find insurance so they dont have to pay for the forced insurance, its really expensive. '' XX/XX/XXXX they sent another notice saying we did not have insurance. We got a policy XX/XX/XXXX, still within the allotted time given to us. I am under the impression that everything should be fine now, according to what multiple reps from Loancare assured me. XX/XX/XXXX I received two letters. On letter stated forced insurance has been placed, and our mortgage payments will go up {$150.00} until escrow is back to normal. The other letter stated the forced insurance has been cancelled. We are negative XXXX in our escrow account because of the policy we bought before the allotted time was up, and the forced insurance charge. I had several reps file multiple investigations/research, asking why no one notified us, and why we are being charged for insurance we NEVER had access to. Recall back to when I called the mortgage company to see if we already had forced insurance so I could use it. No one in the insurance department did anything but tell me to buy a new policy. XX/XX/XXXX, I speak to a rep name XXXX. XXXX informs me Loancare was notified of the cancellation of insurance in XXXX. She also found the paperwork showing they sent me a notice saying " thank you for updating your insurance no further action is needed ''. She also found evidence of loan care being notified that my house no longer had insurance in XXXX. She said the information was buried deep and she had to really work to find it. Ultimately XXXX admits to me someone at loan care is at fault and I should have been notified sooner. XXXX attempts to present this evidence to someone higher up, but no one with any power will do anything to refund the forced insurance. No rep told me this would happen. The reps were either withholding information to save face, or genuinely did not know what was going on. The misinformation given to me alone is proof of negligence in the facility. Loancare claims to want to help their clients, this is a gross misrepresentation of what they really do. I will say there were a few reps who I feel tried their best to resolve the situation and get the refund, but others really did not care at all. Some reps told me it wasnt Loancares fault the insurance company didnt contact them, but they must understand it isnt my fault for no one contacting me. I paid over $ XXXX for repairs then they charged me, for them not telling me in time. Loancare did not lose any money, I repaired a mutual asset with money out of my own pocket, and they punished me for it.
Company Response:
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I was diagnosed with XXXX and needed to defer my mortgage, which was done, from XXXX. As soon as I was able to pay again I Immediately started making the payments. While trying to understand the Forbearance process, and to get back on track I contacted Loancare frequently almost every two weeks regarding my mortgage. Each time I called I was given different information, and a different amount to pay. In XX/XX/XXXX I was told that I would receive documents that I would have to sign, have notorized, and send back to complete the process. I watched my mail, and contacted Loancare frequently for the paperwork, only to be told that the paperwork was on its way, the paperwork never came. I was still making the payments that I was told to make. I continued to call because I wanted to make sure that I did my part in regards to getting my Mortgage back on track and current. Sometimes the amount I was told to pay would differ depending on who I spoke with. Finally in Late XXXX I received the documents via Fed Ex, completed the paper work and sent it back on Saturday XX/XX/XXXX. According to my loss mitigation history the documents that I needed to return were received by the Loss Mitigation department on XX/XX/XXXX. I have since been making my payments. I was injured in a car accident on XX/XX/XXXX, then had to have XXXX on XX/XX/XXXX, but in the meantime still making my payments. I have requested that I receive current mortgage statements from Loancare on a regular basis, and each time I call I am promised that someone will call me back, and advised that the system will be updated and the issue will be corrected. On today XX/XX/XXXX @ XXXX I contacted Loancare to check the status of my account to see if the system has been updated. I was told by a representative named XXXX that the reason I have not received an updated statement is because the Loss Mitigation case was closed 90 days prior to Loancare receiving the documents which I was unaware of. I could not send documents back that I never received. I requested to speak with a Supervisor only to be placed on hold ( I waited XXXX minutes ) and eventually sent to a bogus voicemail! I have spent countless hours on the phone to get the issue resolved only to be left on hold, and hung up on, and having to call back. I have requested supervisors and no one calls back to address and fix the issue which is me receiving a current mortgage statement that shows that I am no longer behind in my mortgage. The following payments have been made to my account Starting XXXX {$400.00}, XXXX {$710.00}, XXXX {$710.00}, XXXX {$800.00}, XXXX {$620.00}, XXXX {$770.00}, XXXX {$730.00}, XXXX {$730.00}, XXXX {$250.00}, XXXX {$510.00}, XXXX {$320.00}, XX/XX/XXXX, {$200.00}, XXXX {$230.00}. I called back on today XX/XX/XXXX spoke with XXXX for roughly XXXX minutes again to be told that I needed to speak with a XXXX and was placed again on hold and have been on hold for over XXXX minutes. The customer service is HORRIBLE!!! After holding and then speaking with XXXX XXXX employee id ( NMM ) only to be advised that the only thing she could do is escalate my concern, and that she cant help it that the Government is behind with processing, and that she cant help that they are short staffed. I advised her that I wanted to make a payment and again she transferred me to a rep who transferred me to another rep to take my payment! Go figure! Just Horrible and every time I am transferred I have GIVE ALL OF MY ACCOUNT INFORMATION EACH AND EVERY TIME! ****************
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Loancare ( XXXX XXXX ) erroneously reported my balance and late payment status following a loan modification that was effective XX/XX/XXXX. Loancare reported late payments for XXXX, XXXX XXXX XXXX and XX/XX/XXXX. I made all of those payments on time. I disputed this information with Loancare and the credit bureaus. Loancare provided a written response acknowledging the error and advised that they would update my payment status for those months to reflect as current. The update was in fact made and my credit report was updated accordingly. HOWEVER, on XX/XX/XXXX, Loancare again reported that I was late for the month of XXXX and my credit took a significant hit due to the credit bureaus marking my payment for XXXX XXXX as late. I attempted to dispute this erroneous information with the credit bureaus and was denied the ability to dispute online due to the prior dispute I filed in XXXX. I contacted loan care on XXXX XXXX expressing that Loancare was in violation of FCRA rules and violation of UDAPP regulations due to falsely and unfairly reporting that my XXXX XXXX payment was 30 days late on XXXX XXXX. How could my payment be 30 days late on XXXX XXXX. Additionally, I made my XXXX payment on time. The company acknowledged that I was in fact current and my next payment is not due until XXXX XXXX. Also, Loancare erroneously gave me false information indicating that they did not send information to the credit bureaus and would not send information until XX/XX/XXXX. When I spoke with XXXX I was told that Loancare had in fact reported me as late on XXXX XXXX for the month of XXXX. I'm filing a complaint in regards to Loancare as this is unfairly impacting my credit and my ability to secure new credit. This appears to be a common practice by Loancare based on the complaints I've seen online which requires further inquiry by the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63031
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The purposes of my complaint against LoanCare are to ( 1 ) communicate with LoanCare representatives about the status of the sale of my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX, ( 2 ) determine options to prevent foreclosure while the sale of my home is pending and ( 3 ) request that LoanCare designate 1-2 manager ( s ) for me to communicate with on a regular basis, their telephone numbers, including direct extensions and E-Mail addresses. I am forced to communicate with LoanCare staff through a CFPB complaint because when I have spoken with LoanCare representatives, they do not keep accurate notes of my previous discussions with them and when I have asked to speak with a manager, I am put on hold for an extensive period of time ( exceeding 45 minutes ) with no response or I am told that a manager will contact me. However, a manager never returns my phone call. The specific details with regard to my complaint are provided below. 1. Status of the Sale of My Home As previously stated in CFPB complaint XXXX dated XX/XX/XXXX, I have a ratified sales contract on my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX XXXX The settlement was initially scheduled in XX/XX/XXXX. However, due to an unanticipated title issue, the closing has been postponed pending the title companys receipt of specific documentation. It is estimated that the settlement will occur in either XX/XX/XXXX or XX/XX/XXXX. XXXX XXXX, the buyer who has a ratified contract on my home, is living in the home temporarily because she planned to settle and move into her new home in XX/XX/XXXX. Please note that there is no formal rental agreement because XXXX XXXX plans to buy the property. Any income that is collected by my real estate agent, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, will be applied as a seller credit on the settlement sheet at closing. XXXX XXXX also received a seller credit for the inconvenience of her having to extend her lock on her interest rate with her lender. A copy of the ratified sales contract is attached for reference. The Multiple Listing Service ( MLS ) number on XXXXXXXX XXXX and other real estate sales websites is MLS # XXXX and the MLS shows that the sale of my home is pending. My real estate agent, XXXX XXXX 's contact information is as follows : E-Mail : XXXX Office Address : XXXX XXXX XXXX XXXX, Washington DC XXXX Cell Phone : ( XXXX ) XXXX XXXX. Options to Prevent Foreclosure In XX/XX/XXXX, I moved into an apartment located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. I have not been able to continue making mortgage payments until the sale is finalized because I have to pay a monthy rent of {$2100.00} which is higher than the mortgage. I have painful XXXX in my back and hands that is debilitating and impacts the quality of my daily life. I vacated my home because I was having difficulty walking up and down the stairs due to XXXX and for other health and safety reasons. I have not made a mortgage payment since XX/XX/XXXX and am very concerned about the possibility of foreclosure, particularly since the home is occupied by the prospective buyer. My real estate agent XXXX XXXX advised me not to pursue forbearance because it may give the false impression that I am breaching my sales contract. I have every intention of selling my home as soon as possible. I would like to know whether a temporary forbearance for 2-4 months maximum would create an obstacle to the sale of my home, such as potential miscalculations of mortgage fees, interest and/or penalties, at settlement. As I mentioned previously, I am experiencing health problems that may support the forbearance. Please advise me of any all potential options to prevent foreclosure until the sale of my home is completed in either XX/XX/XXXX or XX/XX/XXXX. 3. Regular Communication With Designated LoanCare Representatives I am requesting that LoanCare designate 1-2 LoanCare managers with whom I can communicate on a regular basis by telephone and E-Mail. I prefer not to communicate with nonsupervisory employees. This would allow me to keep LoanCare staff abreast of the sale of my home and/or other pertinent information. The LoanCare managers can also keep me informed if foreclosure is imminent. Please provide the names and E-Mail addresses of designated staff who can communicate with me on a recurring basis and who return phone calls. This will eliminate the need for me to file complaints with the CFPB due to LoanCare staffs consistently poor customer service. I can be contacted by cell phone at ( XXXX ) XXXX, by E-Mail at XXXX, and by mail at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. Thanks for your prompt attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A