Date Received: 2022-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good afternoon, I applied for the offered forbearance. This forbearance ran out XX/XX/XXXX. On XX/XX/XXXX, I contacted my loan company 's ( LoanCare ) Loan Mitigation Department about the options available due to Covid. I chose the option of placing the past due amount at the end of the mortgage. I asked for confirmation and LoanCare told me it would take approximately 30 days to process, and I would be notified then. I called in approximately four weeks as I had begun to receive notices. They told me to ignore as my option was still being processed and any calls or notices I received were computer generated. Two weeks ago, I received a packet asking for information and for me to approach them about a plan. I called and LoanCarXXXX said it was computer generated. My plan was still in review. I received a call last week and the caller had no record of them working on my plan. She later found it in the system that I had requested the option and forwarded me to Loan Mitigation. Loan Mitigation said the option had never been summited and I needed to restart the process. Now I find out the safeguards designed to take place before foreclosure proceedings start ended XX/XX/XXXX. It is obvious I was strung along until this deadline was reached. Due I have any recourse now or have they succeeded in running out the clock? Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Washington XXXX Loan number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98032
Submitted Via: Web
Date Sent: 2022-01-03
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: Closed on an investment property last summer. First payment was due XX/XX/XXXX. So I went to loan servicers website & set my account up in XXXX for payments to be on auto draft. On or about XX/XX/XXXX, I got a letter that my first payment had not been made & I now owed 2 payments. So I went online to the site & it said that auto payments was set up. I then called the company & paid both payments with my debit card. The lady said she could see that I was on auto pay. She said not to worry, no charge would come to me. So I thought it was taken care of. I applied for another investment mort. Loan & was made aware that the late payment showed up, even though it was obviously a fault in their electronic system! I filed a complaint with them & they came back with not finding any fault on their part!!! The Company is XXXX and the account # is XXXX My name is XXXX XXXX XXXX. My name as well as my business partner is on the loan as well. Her name is XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage company keeps overcharging me for taxes and insurance and they have added an extra charge for a past due amount when there is none. for XX/XX/2021 bill taxes and insurance is a total of {$150.00}, based on the city tax bill and my insurance premium but they charge me {$270.00} plus a past due amount of {$15.00} and payment was made on the XXXX. they have charged me for a year and I cant seem to get an explanation as to why. for the past 12 months, I have been charged {$1500.00} without a logical explanation. I have 2 loans with them and it's the same thing twice. this can't be legal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I attempted to make a payment for my loan on my house. It was late, but within 30 days and so I should have been in the clear to make a payment. Logging onto MyLoanCare 's online payment portal, the system refused to accept my payment stating to call customer service. I called customer service and attempted to make a payment via the phone system, which also had an error and refused to accept my payment. It then redirected me to a live human representative, who I asked to make a payment with. The individual put me on hold for over 30 minutes before the system redirected me to another customer service representative. This next CSR put me on hold again for 5 minutes after stating there was a " stop '' on my account so that they could " recalculate principal balances '' preventing me from making a payment. She said she would need to speak to a supervisor to attempt to remove this stop to allow me to make a payment. After returning from the hold, she stated she was able to remove the " stop '' and that I should try the online system again in 20 minutes. This was already late in the day and so when I attempted 20 minutes later, the system did not accept my payment. I attempted again some minutes later and was locked out. Calling the automated phone system later in the evening did not work as well. I was unable to dedicated another 30 minutes+ to waiting on hold as my 3 year old child needed dinner and to be put to bed. Attempting to use the online system later, they now are reporting it as " 30 or more days late '' and I suspect will report to the credit union. I believe Loancare and the mortgage company behind it is attempting to force a 30day late to prevent a refinance to my employer XXXXXXXX XXXX or for other unscupulous reasons.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare, or XXXX ( whichever name they are using at the moment ) is making it difficult for me to pay my mortgage. They sent a letter in the mail that was an amount higher than what my payment shouldve been. They always send very conflicting information. On their website, is a lower payment. However, when I tried to pay my mortgage today, the website kept freezing/crashing. Literally every page on their website works except the page where youre suppose to make a payment. ( How convenient for them? ) The payment page is just a blank, white screen. After several tries, I decided to call them instead. I never got an actual human on the phone. An automated voice would say __________ ( the person that should be working ) is at home. Then the robot just hangs up in my face. I have recorded the website and phone issues as proof. It seems as if LoanCare is purposely making it difficult to pay my mortgage so that they can report me as missing a payment, and eventually foreclose ( because theyve made it next to impossible to make any payments )!! I will not be sending any payments through the mail because I dont trust them at all. They might say they never received it! ( Which is what another homeowner went through on the XXXX reviews ). This seems to me like a form a equity stripping. Their website keeps trying to tell me how much equity I have in my home ( which is way lower than the actual equity I have ). I believe they want me to take out a HELOC or similar, make it impossible to make the payments, and then take my home. NEVER have I ever been with such a horrible mortgage company. Theres no way that the things they do are legal. I really think this company should be investigated very throughly. I wouldnt be surprised if it leads to a class action lawsuit! This is ridiculous!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second complaint I have had to file in regard to the servicing of my mortgage through Loancare on behalf of XXXX bank. This complaint ties into the last one, as they straightened out my account only to throw it into turmoil months later. Loancare took over the servicing of my loan in XXXX ofXX/XX/XXXX when the transfer occurred, I was coming out of forbearance, I had applied for and been approved for deferment. My husband and I accepted and signed the partial claim through HUD in the amount of {$10000.00}, this was sent back to XXXX on XX/XX/2021. For some reason LoancareXXXX never processed my paperwork, after fighting with them for months they finally located my paperwork and filed the claim. They recorded the partial claim in XXXX XXXX on XX/XX/2021. While I was fighting to get them to process my original paperwork, Loancare decided to send me 2 more deferment packages each one with different amounts. I refused to sign these packages as I had already signed, and they had recorded the original in the amount of {$10000.00}. They keep calling and sending emails regarding the second and third packages, they did not seem to understand that a claim had already been processed. In XXXX of 2021 they seemed to finally have everything straightened out and we felt the whole mess was finally behind us, boy where we wrong! On XX/XX/2021, I received a letter stating that I was 8 months behind on my mortage ( this is not correct I pay every month ) so I called to find out what was going on now. I spoke to a supervisor named XXXX id # XXXX, he could see that I was making my payments and was unsure why my account was showing 8 months past due. He escalated my account to his supervisor and told me I could expect a call in a few days after they reviewed my account. On XX/XX/2021, XXXX id # XXXX returned my call she stated my account was past due because I requested to cancel the deferment. ( THIS IS 100 % INACCURATE ) also possibly illegal as I have a claim recorded on my home through HUD, that has not been reversed. The only place they reversed this deferment was in their system. XXXX told me she would look into my account and return my call, this never happened. The mortgage statement I received on XX/XX/2021, shows that my account is current and by XX/XX/2021, I was 8 months behind. I am not sure what is happening at Loancare but at this point I believe they are illegally trying to take my home as they have started sending me foreclosure notices again. Loancare needs to be investigated their practices are beyond incompetence at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34771
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making my payments monthly with a direct debt from my checking account and sent to my mortgage loan servicer for application to my mortgage. In the past when my payment amount changed due to an escrow analysis I continued to payment my old payment amount. When I received calls from my mortgage servicing company they would provide the dollar amount I need to pay in order to become current and I paid that amount. However, now they are saying that I am a full monthly payment behind, and I am not. I have attempted to explain my payment history and requested supporting documentation from my mortgage servicer and I do not get the information I have requested and my email send to the XXXX XXXX at LoanCare has gone unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this year my loan had gone through a loan modification through Loan Care. I have always made my payments on time, but by XXXX 2021, I started to receive automated and live phone calls from Loan Care . While some of the representatives were respectful and " pretended '' to be helpful, there were several that were not. Each call inquired as to why I had not made a payment and the ones that were disrespectful, were demanding and belittling. Each individual I would have to explain I had made every payment on time, but for some unknown reason Loan Care was moving my payments to another account, which made it appear as if I had not paid my mortgage. They would check and discover what I was saying was the truth. Each representative/supervisor/manager/ would add a note and advise " you will not receive any more phone calls. '' However, the phone calls continues and by XXXX I had spoken with Loan Care representative over 20 times, from their Collections, General Representatives, and Mitigation department, spending over 30 hours on the phone. This is not including their automated phone calls, with an approximate number of an additional 30 phone calls. Also in XXXX I received paperwork in the mail, from Loan Care, that I needed to make a payment or my property would be foreclosed. I again spoke with another representative who was finally able to correct Loan Care 's mistake and moved my money to the correct account. I had enough money, that I was one month ahead of payment and still had nearly {$700.00} credit on my account. However, this did not stop the phone calls, since XX/XX/2021 to XX/XX/2021, I have received an additional 30+ phone calls. Every time I received a live phone call ( where I am speaking with a representative ), I have to tell them to review their notes and ask why they are calling me. Each time they apologize and advise they are from the Collections Department from Loan Care. They each advise they have added a note to my account and I " should '' not receive any further calls... .which is untrue. Today specifically I have received 4 automated phone calls and one live phone call, where the representative called me to tell me his computer is not working and placed me on hold for nearly 10 minutes. I had to ask him several times why he was calling and he would just advise his computer was not working, but to " hold. '' After 10 minutes, he told me to call him back " when my computer is working. '' I advised him I would not call him back, as I am tired of the harassing phone calls and mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have been a customer with your company since XX/XX/2018, and during that time, have enjoyed our experience with LOANCARE greatly. I am writing to see if you would be willing to make a " goodwill '' adjustment to your reporting to the three credit agencies. I have two late payment ( s ) on the above referenced account in XX/XX/2018 and XX/XX/2018. Since that time, I have been an exceptional customer paying every month on time and never 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX To whom it may concern, I am filing this complaint against LoanCare. -- -They reported to XXXX XXXX XXXX one of the servicers of our mortgage loan that we were late in XXXX when this is not the case and in turn XXXX XXXX XXXX reported negatively on both of the borrowers credit reports. -- - When I was first put into forbearance by the servicer Loan Care ; I made a full payment for {$1600.00} on XX/XX/XXXX when I requested the forbearance until it was approved. ( attached*page1 ) I called back in on XX/XX/XXXX to make sure it was approved and they informed me that they were still working on it and so I made another full payment of {$1600.00} for XXXX. ( attached*page2 ) On XX/XX/XXXX I called again and they told me that they had approved a repayment plan until the forbearance was applied and that I should continue to pay as much as I could and that as long as I paid something that I wouldnt be reported negatively. I made three payments of {$100.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ( attached*page3,4,5 ) As you can see on those emails the receipt says Repayment Plan on it showing that I was on a repayment plan. On XX/XX/XXXX I got an email stating the forbearance was approved and that during the forbearance term, late charges and other fees will be suspended. ( Attached*page 6 ) Since that day I have kept everything up to date and have been in forbearance all this time. As you can see from the attached Loan Care never reported a late payment on my credit report and everything was in good standing. ( attached*page 7 ) XXXX XXXX XXXX claims that we missed a payment on XX/XX/XXXX in this letter ( attached*page8+ ). They claim that LoanCare gave them this information, but LoanCare is wrong because we requested for forbarance before that time and they always told us that it wouldnt be marked as a missed payment while it was being approved if we made payments even if they were partial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84097
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A