Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX our home was involved in an arrson and a complete loss. We had planned to rebuild but upon finding out that the juvenile involved was no longer incarcerated we decided to move. Our insurance company did everything just as they should and the checks were forwarded to LoanCare ( for XXXX XXXX ) until the repairs could be made. The balance was put into a " special esgrow '' account for the rebuilding of our home. Once the decision was made to sell the property and use those funds and the funds in Special Esgrow to pay off the mortgage both the insurance company and LoanCare/XXXX XXXX were informed. The title company requested the payoff statement and we closed on the property on XX/XX/XXXX, I assumed that the mortgage company and the title company had things taken care of. As it turns out Loancare would only speak to me unless I called each morning to give them permission to speak to them but the exchanges were very limited. I have had to be the go between for Loancare and XXXX XXXX, I have no real estate of mortgage knowledge or training. I started phoning Loan CareXXXX XXXX Mortgage XXXX XX/XX/XXXX. My initial calls were to the XXXX number and was told that the money would be wired to the title company no later than XXXX XXXX, XXXX. I phoned again on XX/XX/XXXX to see why the funds were not wired. At that point I was transferred to a supervisor who informed me it was under review but should have an answer shortly. I phoned again on the XXXX XXXX and was transfered to Loancare ( the claims department for XXXX ). When speaking to Loancare I was told they would put the request in for the funds to be applied but I needed to submit a letter ( via email or fax ) that told them what I waned to do with the insurance funds. I was then transfered to the resolution department where I was told it would have to be reviewed and that it could take 5 to 7 days for review. I called them back everyday that were open through XXXX week and was told it was still pending. I called back on XX/XX/XXXX ( the 8th business day ) to check status and was told it was not 5 to 7 but 7 to 10 days for review even though there had been an request that they expidite this matter. I called back ( never speaking to the same person and being told I could not request to speak to a specific person and was also told that they ( Loancare ) had no way other that messaging to reach Management ) on XXXX XXXX, XXXX and was told there were no updates yet. I called back on the XXXX and XXXX, finally on the XXXX there was an answer, the title company simply had to pay their part and then the rest of the special esgrow would be released. I explained to them on several times that the Title company would not/ could not do that because it went against VA RealEstate laws. Loancare requested copies of the Sales Contract and the payoff statement. I sent those in immediatly, called each day until they were received on XX/XX/XXXX. I called back on XX/XX/XXXX and was told by the Resolution department that the exception was denied and that a new Exception would need to be entered, another 7 to 10 business days. I was contacted today once again to ask if the title company had submitted payment even though the exception entenered by Resolutions stated that they could not pay first. Here is our situation, its been a month and 1/2 since the property was closed on and The Buyers are tired of waiting. If this sale falls through we have spoken with our attorney and he will file against the company as soon as their policy causes the sale to fall through. My family of 8 has been displaced for over a year now, and our insurance funds for housing runs out in XXXX We can not look for a new home until this is settled and our availabel funds are running out. We just want to get on with our lives because the money to payoff the mortgage is there along with the title company, I don't understand why they can't get it together.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The closing date for the XXXX XXXX mortgage was XX/XX/XXXX for loan # XXXX. At the time of closing {$2100.00} for six months of prepaid property taxes was collected. The amount was not credited to the account which is administered by LoanCare. I advised XXXX XXXX on XX/XX/XXXX and escrow ticket # XXXX was opened to address the issue. On XX/XX/XXXX I received an escrow statement showing a short fall in the escrow account because the lender failed to apply the collected funds. I have contacted XXXX XXXX and LoanCare several times and provided documentation ; however they have refused to resolve the issue. I contacted the settlement company, XXXX XXXX XXXX XXXX XXXX ( XXXX ). On XX/XX/XXXX XXXX confirmed the tax funds were collected at the time of closing and the funds were remitted to XXXX XXXX. As of XX/XX/XXXX, XXXX XXXX and LoanCare have not yet applied the funds. Instead, the XXXX escrow payment has been raised from {$330.00} to {$490.00} per month to cover the shortfall when there should be an excess of {$780.00} in the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working to resolve misapplied through LoanCare 's Payment Research department for the past 5 months for our mortgage through XXXX XXXX XXXX. On XXXX XX/XX/XXXX, I submitted copies of checks going back to XX/XX/XXXX as proof of timely payments, but I have been asked 3 times for supporting docs. Each representative I speak to states Payment Research will get back with me after reviewing, but I have yet to hear, or receive correspondence from this department. The customer service rep that I spoke with the first week of XXXX could see that payments started to be misapplied in XXXX, but to give the company until XXXX XXXX to review. When I spoke today with service rep, my payments are still misapplied and he was unable to see specific checks that have been through the bank. We have requested to speak with the fraud department as well and these requests have been ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have submitted proof of flood insurance and they continue to add forced placed flood insurance. I need it removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a first-time new homeowner and have a conventional XXXX-year mortgage along with taxes escrow with Loan Care LLC company XXXX I got a property tax bill that I sent the mortgage company to pay from my escrow account but it was never paid. I emailed the mortgage company and even called them on the phone two months in advance but I was told that I will be only be paid as it gets closer to the due date. Now I have to a penalty and additional due for no mistake of mine. I am trying to contact my county officials to help me resolve this. Please help me and guide me on this issue. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested and was granted forbearance by Loan Care but without notification they canceled the forbearance even though the time period in the approval letter had not run. They then reported the mortgage in default to the credit reporting companies. I called up and was told it was a " glitch '' in the system and they would reinstate it. However, when they reinstated the forbearance the term was shortened considerably. The approval stated that the forbearance would end on XX/XX/XXXX but they have it ending first XX/XX/XXXX then XX/XX/XXXX. I have asked them through phone calls and letters to fix the credit reporting issue, also the fact that they reported a payment late when the check was mailed on time, they claimed they did not receive it but the check was never returned and I had to stop the check. I want them to honor the original agreement for the forbearance term, remove the negative remark from the credit. Also last week they were calling me every day despite the forbearance being in effect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX or also called loancare, For the last 3 years I've purchased home owners and paid my agent directly for the full year. Each year my insurance agent has sent Loancare proof of insurance. XXXX moths ago Loancare added hazard insurance to my loan raising my monthly. They also said my escrow XXXX is behind in funds raising my monthly approx {$200.00}. I asked about the insurance payments going to escrow XXXX, I was told the insurance company refunded Loancare and they added to my escrow XXXX. My loancare XXXX is so messed up I can't get anyone to help me after contacting them several times, they were to create an analysis and contact me back, never happened, I only receive automated calls. They are now saying my XXXX is behind in payments, I have proof from my back using bill pay that every payment is sent out on XXXX of each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Order of events as it pertains to LoanCare 1. I received a notification from LoanCare on XX/XX/XXXX, that this was a notice of Service Transfer ; however, I never received a notification from XXXX XXXX XXXX that they would no longer be servicing my loan. ( They filed Bankruptcy ). I had a few Mortgage servicers file bankruptcy thought-out the years. 2. When I received tax information for XXXX from XXXX, however, it was only reflective of interest paid five months. Loan Care has not provided me with Tax information on the interest I paid for the remainder of the year, nor did I receive a tax credit for the additional {$3200.00} paid in interest for XXXX. 3. LoanCare was advised that I was filing bankruptcy in XXXX of XXXX. Because reaffirmation was sent late and I had concerns about the remaining balance and maturity date, the bankruptcy XXXX XXXX XXXX XXXX closed without reaffirmation ; however, I continued to pay the mortgage to Loancare. When I sent additional request in regards to reaffirming and reached out one of LoanCare representative via email, I was advised that Loancare had no authority to offer me a reaffirmation on my mortgage. I was given information that ( XXXX ) is my lender, and I would need to speak to them about refinancing. 4. When I called XXXX, I was told they did not have any information about my mortgage loan or lender. This left me confused about who owned my loan to include who had rights to service the remaining mortgage/loan. The last payment I sent to LoanCare was XX/XX/XXXX with a request it goes into the escrow on my account. I began putting my mortgage payments in my own escrow account/savings account until further notice. 5. I sent a certified letter ( XX/XX/XXXX ) to LoanCare ( Customer service and CEO XXXX XXXX ) entitled Error Resolution Information Request. This letter included false terminology representation, fraud, and claim validation with ten business days. Received response XX/XX/XXXX only providing me statement XXXX XXXX owned the mortgage/note to my home I signed in XXXX t and that the additional information I requested would follow. 6. I had not received any additional information from as per from LoanCare until XX/XX/XXXX informing me that they were acting on behalf of XXXX XXXXXXXX XXXX XXXXXXXX and that I was in default of my security deed and I would have until XX/XX/XXXX to cure the default. 7. I sent a certified letter ( outlining my correspondence with LoanCare ) to the Attention of the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX to the contact address LoanCare provided on XX/XX/XXXX, and I have yet to receive a response. However, in careful review LoanCare provided me the address for what they say is XXXX XXXX XXXX XXXX XXXX XXXX XXXX however when I recently googled searched XXXX XXXX XXXX, has a different address and they refer former XXXX customers to reach out to XXXX XXXX XXXX XXXX XXXX XXXX XXXX does not have any information on my loan, XXXX XXXX only has XXXX XXXXXXXX XXXX XXXXXXXX as my authorized server. XXXX XXXX is now LoanCare and other companies however structured has changed since my inquire of which I never really received answers to. All of these different variables is extremely concerning and undue stress & anxiety, however I would like to resolve before these folks try to foreclose on my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SYNOPSIS : By correspondence dated XX/XX/2021, LOANCARE offered me a post-COVID-related loan forbearance Trial Period Plan ( TPP ) as a prelude to a permanent loan modification. This correspondence advised that I had the option of either accepting the offered TPP immediately, or that I had the right to appeal, and that this appeal must be received no later than XX/XX/2021. The letter further advised that I did not have to choose between accepting the first-offered TPP or any TPP offered post-appeal until 30 calendar days after the date of the appeal decision. I chose to appeal LOANCAREs decision not to offer a particular VA loan TPP, this appeal being timely received on XX/XX/2021. By correspondence dated XX/XX/2021, LOANCARE denied my appeal, as well advised that the amount of {$62000.00} was due immediately (! ). On XX/XX/2021, LOANCARE timely received my acceptance of the first-offered TPP. By correspondence dated XX/XX/2021, LOANCARE did not acknowledge my acceptance of their offer. Rather, they returned the entirety of my correspondence of XX/XX/2021, as well as the {$9300.00} check I proffered in conformity with their first-offered TPP, on the basis that the payment represented less than half of the full amount due ( that is, less than {$31000.00} ). In summary, by refusing to acknowledge my properly-executed acceptance of their offer and the existence of our valid contract, LOANCARE is at a minimum liable for breach of contract, as well as likely violating the Real Estate Settlement Procedures Act, the Fair Credit Reporting Act, the Fair Debt Collections Practices Act, and California and federal prohibitions on unfair, abusive, or deceptive acts or practices. NOTE : See attached full recitation of facts and history. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to explore my options post forbearance with Loancare & every representative I speak to gives me contrary advice to the other representative. I have had issues with them for months now. Each time I had asked for more time, one grants me an extension on the forbearance and the other denies the expiration date. More recently I had a call with a representative by the name of XXXX ( call recorded ). He advised I had until XXXX/XXXX/2021 until my forbearance expired. I then get correspondence in the mail that contradicts that and states my expiration was XXXX/XXXX/2021. XXXX advised I was to call before expiration to explore my options post for XXXX. He advised that I could either defer my loan or modify the loan. When I called earlier this week I spoke to an individual by the name of XXXX Who advised that the deferment option was no longer available because of the amount of the loan. I asked her about the expiration date and she advised that my forbearance expired XX/XX/XXXX. I told her what XXXX have advised me. She apologized and said that he gave me wrong information and that because of that I lost the option to defer. She advised that the only option I had was to modify. I told her that is not fair because of his misinformation, I was deprived of the deferment option. She said she would send it to another representative to escalate and take a look at the file. She advised that the representative would contact me sometime this week. I havent heard from anyone and currently on the phone again with a representative. The first one got my information while I waited on hold and hung up on me. I called again and immediately asked for a loss mitigation specialist. I am now on hold waiting for someone to take the call. However I have lost faith in any communication this company gives me and it is my livelihood on the line. I do not want to rely on any information they give me because I dont know if its going to be accurate or not. Because of them, I may go into default despite the fact that I have been diligent in monitoring every communication and every expiration date. I need you all to intervene so that I can get a resolution to my situation. The reason I want to defer is because I want to preserve my option to apply for a mortgage assistance grant through my state. The plan in California states that if you get a modification from the lender, you will no longer be eligible for the grant. That is why I dont want to do a modification at this time. I explained all of this to the representatives at Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A