Date Received: 2022-01-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, my loan, like many others was placed into forbearance because of the pandemic. Our business struggled mightily and barely survived, but we did manage. In XXXX or XXXX of XXXX, I was fine and tried multiple times to no avail to get LoanCare to reactivate my account so I could resume payments. They deactivated my online account making this impossible. They asked for paperwork to begin the process of a loan modification. I provided everything they asked for over and over again, but due to delays at LoanCare, they would come back to me every month asking for more paystubs, etc. Late XXXX, I received an offer for a XXXX month repayment plan requiring me to pay over $ XXXX per month for XXXX months. I explained this was not possible and was told I should do a loan modification. I told the person this was my intention all along, but there was no continuity between calls. I made dozens of calls and sent at least 40 emails to no avail. I finally reached someone ( I recorded the calls and told them I was doing so ) back in XXXX who said they understood and would get things situated. I had to start over at that time with paperwork sending them absolutely every document again. In early XXXX, I received a letter that LoanCare had everything they needed to process my application. Today, I received a letter ( just got it today though it was dated XX/XX/XXXX ) that I was being placed in a six month repayment plan and would need to pay {$10000.00} per month for six months. I don't even begin to make that much money per month. I am at a loss at this juncture. I am a XXXX XXXX Veteran, a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I've dedicated my life to serving others and I worked very hard to get to the place I am now. I've done everything they have asked for, but it seems this is not enough. I don't know who to turn to and hope that someone can help me get to the bottom of this situation. Please feel free to reach out for additional information. I understand there is at least one class action law suit against LoanCare and their online reviews are terrible. I have to believe I am not the only one going through this.
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: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LoanCare had a program to allow for a loan modification which had a closing date of XX/XX/XXXX. I submitted the application, but it was " removed '' by LoanCare before XX/XX/XXXX. I was repeatedly told to resubmit applications, and have been provided with e-mail addresses and fax numbers by LoanCare representatives which were not in operation. Within a few weeks of each application, I was FALSELY informed that I did not sign any of the applications and attendant paperwork and told to resubmit the loan modification documents. This has happened about five times since the whole process began in XXXX of XXXX. I was again told on XX/XX/XXXX that I did not sign the application. This is patently FALSE, and this is an obvious subterfuge to tire me out and cause me to not follow up on further loan modification applications. I really wish that the CFPB would intervene, given this bad faith pattern and practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BACK IN XXXX OF 2021 I SUBMITTED A CONDITIONAL ACCEPTANCE FOR VALUE AND COUNTER-OFFER/CLAIM FOR PROOF OF CLAIM and TENDER OF PAYMENT OFFERING, TO THE LOAN SERVICING COMPANY WHO WAS HANDLING THE ALLEGED DEBT. THIS WAS DONE VIA CERTIFIED MAIL. NO RESPONSE. REPEATED THE PROCESS WITH THE LOAN SERVICER AND AGAIN NO RESPONSE. WAS LOOKING TO HAVE THE DEBT VALIDATED. THEN IN XXXX OF 2021 THE LOAN SERVICER ASSIGNED THE ALLEGED DEBT TO ANOTHER LOAN SERVICER. ONCE I FIND OUT THIS HAPPENS. I PUT TOGETHER ANOTHER PACKET WITH DETAILED INFORMATION ADVISING HOW THE ORIGINAL LOAN SERVICER DID NOT RESPOND TO MY INQUIRY IN A TIMELY FASHION IN XXXX OF 2021 INVOKING MY RIGHTS UNDER THE FAIR DEBT COLLECTIONS PRACTICES ACT. NO RESPONSE. SENT A SECOND PACKET ADVISING THAT LOAN SERVICER RESPONDS AND THEY HAVE NOT. THIS IS THE THIRD MOVEMENT OF THE ALLEGED DEBT. IM LOOKING FOR VALIDATION OF THE DEBT POINT BY POINT UNDER PENALTY OF PERJURY. THEY HAVE NOT RESPONDED TO MY INQUIRIES AND SILENCE IS ADMISSION OF GUILT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I already submitted CFPB complaints for both XXXX XXXX ( # XXXX ), as well as LoanCare ( # XXXX ) related to my mortgage. See attached complaints as reference. These complaints were related to XXXX 's mishandling of my mortgage account by failing to properly process my COVID forbearance/loan modification, and then reporting my loan as delinquent when I had at all times paid my loan and on time, and then selling my loan to LoanCare before they fixed the problem, including misrepresenting to LoanCare that my loan was delinquent. THAT problem has now been fixed - LoanCare offered me a loan modification to cover the period of XX/XX/XXXX to XX/XX/XXXX, and as of XX/XX/XXXX my account has gone into repayment via auto-debit. See attached loan modification docs, including loan modification summary, as well as proof of my mortgage payment since XX/XX/XXXX. However, now LoanCare, despite not even acquiring my loan until XX/XX/XXXX, falsely reported to the CRAs that my account was XXXX delinquent for XX/XX/XXXX and XX/XX/XXXX a period of time that is covered by my forbearance, including : To XXXX XXXX reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX and XX/XX/XXXX see attached documents XXXX or other CRA reporting unknown This is a violation of the CARES Act, yet despite my direct attempts to get LoanCare to correct any negative reporting to the CRAs, they refuse to do so. After my call to them in XX/XX/XXXX requesting that they immediately fix the negative credit reporting, I received a letter response telling me that they refuse to take any action see attached. I asked the person I spoke with to take personal responsibility for seeing the issue through and staying in contact with me until it was done, however, she advised me that she could not do that nor could she let me speak to anyone who could. Today ( XX/XX/XXXX ) I spoke to another escalation member who refused to take any action on my behalf claiming that because XXXX sent my loan to them as delinquent they will not change any negative credit reporting, despite the fact that I explained that these issues were already the cause of multiple CFPB complaints that have since been resolved. This representative XXXX would not allow me to speak to anyone else to escalate my complaint, and she said I would receive a call back however in past all this means is that I will get an automated message from Loancare to call their customer service line, but no one from LoanCare has EVER called me directly despite multiple requests I have made for this. I tried to call the XXXX XXXX XXXX XXXX at XXXX, but they will not allow you to be connected with anyone nor will they allow you to leave a message. The extension they give is # XXXX, but it is not possible to reach anyone there, and it cuts you off/drops the call before you can leave a voicemail. From the number of times Ive interacted with LoanCare I very much think this is intentional. I very much think this company needs to be investigated for fraudulent business practices and the intentional mishandling of customer issues. My requests : ( 1 ) LoanCare to report ALL past payments as made on time and correct any negative reporting/reporting of delinquent payments, and to do so immediately as I am in the process of trying to refinance my home and can not do so with this false reporting on my credit reports. ( 2 ) I would like information on how to pursue a cause of action/compensation against LoanCare for their knowing violation of the CARES act, conduct which has prevented me from being able to refinance my mortgage loan which has a monetary impact on me, as well as compensation for the pain and suffering I have endured because of LoanCares mishandling of my mortgage account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Greetings, On XXXX, l requested a modification, due to being effected financially by regards to XXXX, and attempting to return from forbearance with balance {$94000.00}. I was approved for a trial payment starting XXXX, 2021, over {$4200.00} dollars .... l called loancare customer service requesting a lower payment because of my current issues : taxes, home renovation, medical issues, absconding tenant and pending lawsuits... The customer service REP. Suggested that l request, my Right to Appeal, that they should be open minded because of Pandemic, possibly to : extension of term, placing outstanding balance at end of loan, or lowering interest rate. I exercised my right to appeal and submitted the proper paperwork before XXXX, however never received notification regarding process/ruling until l called for update. I was then told ( disingenuously ) l missed my trial period, my Appeal was forwarded to XXXX XXXX and denied further, if l wanted help at this point submit all modification paperwork all over again.. l requested why wasnt l notified of Appeal procedure/deadline, and can l attempt to make prior trial payment, the response was, NO. It was too late nothing she could do and laughed... .l am now expected to make the full payment they even charged me late charges during this forbearance period NYS Foreclosure/Forebarence Moratorium ends XXXX. So, on XXXX, l submitted another modification package as instructed. Two modifications and one Letter of Appeal, cant believe this treatment its horrible... There are three different companies involved : LoancareXXXX . What kind of treatment to clients is this during this Pandemic... .l have a long term relationship with this home and plan on continuing .....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare , LLC ( https : //www.myloancare.com/ ) services my home mortgage loan. I have not been able to log in to my account. After many hours on the phone and talking to several different people, including IT support specialists, I was still not able to log in. They confirmed that I am using the correct user ID, confirmed my phone number, email, and loan number, but were not able to allow me to log in to my account. I was told the issue would be resolved but still have not been able to log in. I'm submitting this complaint in case this helps identify a pattern with this company. I'm not sure what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX when our payment amount adjusted, we have continued to receive monthly notices stating our previous month payment has been late. The most recent dated XX/XX/2021 states our XXXX payment was not received. This is not correct. We always make our payment directly from bank on or about the XXXX of every month for the coming month. For example, the current XXXX payment was received and applied on XX/XX/XXXX, but if history holds, a notice will be sent around XX/XX/XXXX stating the XXXX payment was not received. I also notice that the payment history shows a {$81.00} late fee assessment. NO PAYMENTS HAVE BEEN LATE. For some reason, company has my payments a month behind. For the entire period we have been serviced by Loancare, we have made the payments directly from our bank on the XXXX for the coming month, and is usually received by you around the XXXX. This is always for the coming month due date of the XXXX. I have made several requests to correct this but I still continue to receive late notices every month, and what appears to be erroneous late fees assessed. I am not late on account and there are no late fees due. Please correct this immediately and please stop sending notices on the XXXX of every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The have had an incorrect Deed - and have been sending me correspondence for 6 years with my Ex Wifes name on it even though she is no longer on the deed or mortgage. Ice send numerous emails over the past few years. Hours upon hours of my time over numerous occasions.. I have emails to support this - no one ever helped Id speak to someone and then nothing would change.. I called again and again and again - 6 years. We got a forbearance and Im XXXX were sent documents for a partial claim to resume our mortgage payments. The ex wifes name still on there - I called at least five times since then to fix this - being promised every time it would get resolved. I always call back because I never hear back from them. They didnt fix the problem in time for the partial claim window and now Ive received foreclosure papers for the end of the month. I dont know what else to do. They dont seem to be able to fix the problem and Ive had multiple people not know how to read a deed including supervisors. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currrently in Forebearance with my loan with XXXX I sold the property the loan was under so that I could pay off this loan since it was a rental property and I am not getting any income and am behind on the payments with the forebearance. However, after selling the property the escrow closed on XX/XX/XXXX and the escrow company wired a payoff amount to the company which they considered incorrect as it was short {$980.00}. The payoff amount was calculated to XX/XX/XXXX but the escrow company prorated the pay off to the date of XX/XX/XXXX and sent a wire transfer for an incorrect amount. I contacted the company and at first was told I could pay the {$980.00} via a phone payment to them and then the wire transfer they rejected could be resent by the escrow company to close the loan and I would then be refunded the difference after they closed the alone between the amount actually due and the pay off amount given for XX/XX/XXXX. However, the escrow company did not receive the wire transfer back and when I spoke with management instead they insisted on refunding the {$980.00} that I payed them back to my account and that the escrow company needed to wire transfer the full amount to them or they would not close out the loan although the deed was already transferred to a new owner. I was given a pay off from the escrow company and now I have to wire them back money to have them resend a new payoff to the loan company as they in turn refund me the difference with the payment that I made. In additiona they are taking XXXX or more days to process and return the payment so the escrow company can not rewire the pay off amount to them yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is related to complaint number : XXXX XXXX XXXX has completed or I believe to have completed/ fulfilled their obligations by locating and finding the missing funds. LoanCare has not. LoanCare received the check on XX/XX/XXXX confirmed by XXXXXXXX XXXX as they provided the XXXX tracking information and delivery confirmation. That check was received by Loancare on XX/XX/XXXX. As of today XX/XX/XXXX over a month later the funds have not been credited to my account. Has Loancare just decided to keep my {$3000.00}? What takes a month to process a deposit?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A