Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Company is claiming no payments were made since XXXX. We paid {$1100.00} on XX/XX/23, {$1200.00} on XX/XX/23, {$700.00} on XX/XX/23 and {$1200.00} on XX/XX/23. This should leave us behind on XXXX months mortgage. However, we received a notice in the mail that we are 90 days past due, and have until the XXXX of XXXX to pay the full amounts for XXXX, XXXX and XXXX plus late fees and other fees. Because of them being hacked, no one can help us, all they can tell us is we must pay the {$7000.00} amount by XX/XX/XXXX, plus XXXX mortgage or they will begin foreclosure proceedings. They are unable to apply/refusing to apply the payments made in previous months, despite me having proof from my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76114
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: LoanCare , LLC wad taking over by ransomware. They have not contacted anyone except one email that stated that their website is back up and running. It was not back up and running. You can't get them on the phone at all. People have been trying for weeks. At one point they said they're not taking payments through the mail. And we can't get anyone on the phone. I should have money in my escrow account to pay for XXXX but they didn't pay it with the money in my escrow account and I don't want to make a payment anyway because they won't let anyone get in contact with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48910
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: To whom this may concern. I am writing a complaint in regards to loan care/Lakeview loan servicing. I have recently made updates to my insurance policy as of XX/XX/2023, which I have updated online for their request. It took them many days to even update the information. We told them that we paid for insurance out of pocket. Almost XXXX weeks later now we have found out that we are were not supposed to pay for our insurance out-of-pocket due to the type of loan we have. However, we have spoke to many people at loan care, but never told us this information. This is now causing a shortage in our escrow account from them paying the new insurance company {$1700.00} which we already paid!!! We have a surplus of money in our escrow account from changing insurance companies and we were requesting an escrow analysis of our account. Which has yet to be done XXXX weeks in. We are owed money from loan care, and we are owed money from our previous insurance and now current insurance company due to loan cares mistake. Its now XXXX and nothing has been done. We would like loan care to fix their mistakes and to do the escrow Analysis as they told us they were going to do. They said it only took XXXX to XXXX business days and now we are almost XXXX weeks in waiting on this information. please who do we need to talk to you to get this done? We are owed a refund and we would like this taken care of before the end of the year. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: I have closed on my house on XXXX XX/XX/XXXX and have made multiple attempts to contact My Loan Care ( my current mortgage holder ) to obtain the payoff request. My initial request was on XX/XX/XXXX and was unable to get a hold of anyone in the company. I then was able to make a formal request via their website on XX/XX/XXXX and have yet to hear anything. I have not been allowed the full amount of the sale of my residence because of this. I need this money to close on my purchase and am being held up from doing so. I called today, XX/XX/XXXX, was on hold for XXXX minutes, only to talk to someone who said that they were unable to provide me with any answers or timeframe. I then asked to speak with a supervisor and they stated that they were unable to send me to one. This has now become a hardship for me and my family and is costing me interest and the ability to close on my purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I've been having trouble accessing the website and I have also been calling on the phone for several days and the automated system keeps saying that phone representatives are not available. I tried to set up an automatic payment on the same phone system and it immediately disconnected. When I was able to get access to the online system after several tries, there was no record of my having sent a payment for XXXX the XXXX, and I did send it and I have proof that the payment came out of my checking account. Also, somehow they lost all of my checking account information in the online system and I'm not sure if that has something to do with it.
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: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I contacted them since XXXX for delinquent payment so I applied for Loam modification because my husband do not have job for 3 months from XXXX to XXXX because my daughter had a serious car accident and undergone XXXX XXXX XXXX XXXX. I filed and applied loan modification in XXXX, no response no email, no phone calls. I sent an email and called but customer service difficult to contact. I followed up the loan modification in XXXX send my letter via email, no letter, no reply to result about loan modification. In XXXX XXXX, they ask for my tax for XXXX and XXXX for additional documents for my application for loan modification. XXXX XXXX, they send me letter registered mail to pay XXXX $ give me unto XX/XX/XXXX for the payment of 4 months of my mortgage including all penalties.If not paid The foreclosure will be file to the next step. keep on calling the day received it almost everyday in XXXX I can't contact the customer service, I emailed them no reply to my email. Today, I called them XXXX Customer service LoanCare XXXX patiently waited for 50 minutes on the phone finally I got answered by customer service and asked how is my loan modification .She said I am not approved on the loan modification but repayment plan given to me starting XXXX amounting XXXX $ in seven months. I did not know that I was not approve because until now I am struggling and financially unstable. No call, no correspondence, no email and then customer service can not be contacted. for a long time. T
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I contacted Loancare regarding a loan modification request. The company sent me correspondence with the modified loan amount and said that I had to contact them to accept or make a payment by XX/XX/2023. I immediately started to contact the company on XX/XX/XXXX and have tried to call them every business day since then. The few times that I was able to speak to a representative, I was told their systems were down and they couldnt answer any questions. Today I received a bill for {$3800.00} which is at least twice the amount of my normal payment and the statement said the payment was due XXXX. I am not late in my payments. Of course, I tried calling several times and was unable to reach anyone. I couldnt have a payment because their website has been down. I just have questions about the statement that I received today because the amount scares me. Also, I would like to know if I have my normal grace period for mortgage payments with the loan modification. I have even sent a letter by email with my concerns with no results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have loancare mortgage company for my home. I paid my XXXX payment on XX/XX/XXXX and the payment went pending through my bank account. Loancare then disappeared! I couldnt get the website to load, i could not get anyone on the phone! It is now XX/XX/XXXX and I still can not get ahold of anyone from loancare! No one is answering the phone or emails! The website is up but will not let me pay my XXXX payment. The payment button is grayed out and when I try to schedule a payment the page gives me an error message and wont load! My account also does not show the payment for XXXX and loan care has applied a late fee even though i paid within the allowed time before a late fee being assed to my account! There is also an issues with my escrow account. It says I owe more than makes sense and did not apply payment. My online account also shows that I owe way more for my XXXX payment than I should!! I get not get ahold of anyone from loancare to address and resolve this issue!! I have no idea what else to do!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Since XX/XX/2023 there was a cyber attack on XXXX XXXX, which in included our mortgage company- LoanCare- XXXX. I was NOT notified of there even being an issue by our mortgage company until XX/XX/2023. The email does not even include ANYTHING pertaining to the cyber attack or that my information was leaked on the darkweb. The only thing mentioned in the email was they updated their systems for a new customer experience, they are back online and if you have been unable to timely make your payment due to the system outage, no late fees or negative credit reporting will be incurred. My personal information was leaked from what I found out and I still have yet to be notified of this and it is now XX/XX/2023. I still have yet to be able to pay my mortgage for XX/XX/2023 and now XXXX is due. I was forced to use the XXXX payment money to be able to pay my other bills due. We are already struggling as it is, I cant afford to sit on money when other bills are due. This has put me in a huge predicament. VERY disappointed how all of this has been handled and I dont have clue what information of mine was leaked! I have called, tried going online, I have followed groups on XXXX of everyone else having the same issues. This is TERRIBLE!! I have contacted the Texas attorney general, put in a complaint to the XXXX and now contacting CFPB for help with this HUGE problem. The website is STILL down. I check serveral times daily to no avail. This is has been VERY poorly handled. This is NOT the first time Loancare has had information leaked/hacked. The stress from this has been horrific. There are class action suites against this company as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: After XXXX XXXX of trying to figure out a way to get current on our mortgage after we got behind from being on the covid forbearance program which was falsely represented when we signed up. That would be a whole other complaint. We finally got it figured out after lies, poor communication on loancares side, and stress. We went to make our first payment on XX/XX/01 and its really hard to pay getting a ton of errors after having my XXXX also try. We find out on XXXX they have been attacked by some hackers and no one has been able to pay, if they do their bank accounts are being hacked. Then we find out they tried to take out payment XXXX from our bank. We put a stop payment on it at out bank. How did loancare not alwrt its xustomers of the issue??? I had to find out on XXXX and XXXX. I dont feel safe trying to make a payment again until things are handled better
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A