Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing was transferred from LoanCare to XXXX XXXX Servicing effective XXXX XX/XX/2021. LoanCare would not acknowledge the date of transfer, and continued to press me for the payments due XXXX and XXXX, which I made as directed to XXXX XXXX XXXX. Then they reported me to the credit bureaus for non-payment in violation of the XXXXday grace period around such transfers, after repeatedly telling me they would not take that action. They continue to insist the transfer happened after the XXXX payment due date, though a representative did disclose in XXXX phone call ( recorded by them ) that the date of transfer was in fact XXXX. The full timeline of events and documents : -- XXXX : XXXX LoanCare statement after origination, indicating initial payment due XXXX. -- XXXX : XXXX LoanCare statement, indicating payment due XXXX, also showing some escrow activity. -- XXXX : Notice from XXXX XXXX XXXX XXXX XXXX XXXX that ownership of my mortgage has been transferred to XXXX XXXX XXXX XXXX effective XX/XX/XXXX, and as of XX/XX/2021 my new servicer will be XXXX. -- XXXX : Dated XXXX but mailed before then. Separate notice from XXXX that my servicing of mortgage is being transferred effective XXXX, and that any payments after XXXX should be directed to XXXX and not to XXXX. As my first payment is due on XXXX, that means all payments should go to XXXX. -- XXXX : First payment to XXXX, not for the full XXXX balance because of incorrect information provided by XXXX ( note I've not had any problems dealing with SPS ). -- XXXX : Notice from XXXX to change my insurance to list them as the mortgagee. -- XXXX : Paid the remainder of the first month 's balance to XXXX, XXXX. -- XXXX : Statement from XXXX shows the XXXX payment has been made, and a balance due for the next payment on XXXX. -- XXXX : Second payment to XXXX, for the XXXX balance due XXXX. -- XXXX : LoanCare called and left an automated message asking for payment. -- XXXX : LoanCare called and left an automated message asking for payment. -- XXXX : LoanCare called and left an automated message asking for payment. -- XXXX : Called LoanCare and asked them to verify the transfer. The claimed no knowledge of it but said they would look into it. -- XXXX : Called LoanCare again to follow up. Got no imformation worth writing down. -- XXXX : LoanCare reported a late payment to the credit bureaus. I did not find out about this until XXXX. There is a XXXX-day grace period which they told me about, and have clearly violated. -- XXXX : LoanCare called and wanted documents proving I had made the payments to SOS ( even though XXXX themselves never claimed that I didn't ). I sent them an XXXX statement, other XXXX screenshots, and XXXX bank statements ( UCCU and maps ). -- XXXX : I got both LoanCare and XXXX together on a conference call. This was the first time LoanCare admitted there was any transfer at all, but claimed the transfer was on XXXX, and thus they should I should have sent them the payments. XXXX claimed that the transfer was on XXXX. " XXXX '' at LoanCare advised me to keep making payments to XXXX, that the scheduled release on XXXX is within a 60-day grace period, and that everything should be resolved by XXXX. -- XXXX : XXXX called and left an automated message asking for payment. -- XXXX : Received written notice back-dated XXXX, from LoanCare that my mortgage is being transferred, effective XX/XX/XXXX. -- XXXX : Called LoanCare. An automated voice at the beginning of the call informed me that the balance on my loan was XXXX. When I got a peron on the line, she told me " the account was transferred as of XXXX first, '' implicitly acknowledging that XXXX was right and LoanCare was wrong all along. -- XXXX : Notice from Loancare back-dated XXXX, actually postmarked XXXX, telling me I have missed XXXX mortgage payments, and that my account is 38 days past due. : -- XXXX : Received another dunning notice from LoanCare, this time back-dated to XXXX. It continued to show XXXX missed payments, stated " you are in : default of your loan, '' and threatened to report me to credit bureaus ( no mention of the promised XXXX grace period ). It also included " tips to avoid foreclosure, '' which I take as a threat. -- XXXX : Complaint filed with Oregon XXXX. No action from them so far. -- XXXX : Called LoanCare, demanding written assurance that I owe them nothing, and that they will not report me to any credit bureaus, or that if they have already done so they will have them reversed. They said that they have informed the agencies that I am " involved in a dispute, '' but no mention of missed payments. This is the first I heard of them having said anything at all to credit agencies. -- XXXX : Emailed (? ) statement from LoanCare that doesn't show anything useful, It has a " XXXX XXXX XXXX '' of XXXX, which is the monthly payment amount, but nothing in the ledger showing it having been paid by me ( which it wasn't ) or transferred by XXXX ( which it might have been ). -- XXXX : Despite assurances that they would not make any adverse reports to credit bureaus during a XXXX-day grace period, and written acknowledgement from XXXX than my account was closed before with no outstanding balance efore that grace period expired, I find out that my credit score has dropped over XXXX points because of an account with a past-due balance. -- XXXX : Downloaded my credit reports, verified that the LoanCare account is the only XXXX listed as having " adverse information, '' and is said to be " 30 days past due date. '' Accordin to XXXX, this information was updated on XXXX, before the end of the promised XXXXday grace period. So even if I owed them anything ( which I clearly do not ), it should not have been reported. It also shows payments due for XXXX, XXXX, and XX/XX/XXXX. There was never a payment due in XX/XX/XXXX, and even if I assume : that's that payment due on XXXX, there should not be a payment due from XXXX in XX/XX/XXXX ( which would be XXXX, after everything was fully transferred ). XXXX also shows a payment past due, with a date of first delinquency of XXXX, reported on XXXX. -- XXXX : Called LoanCare again, to demand that they retract this late payment report that had lied about not having made. The first person I talked to noted that " a request is already open '' and " due to be resolved, '' and that it can take up to 30 days. Presumably, this came from the XXXX call. After letting her know this was insufficient, I was transferred to a manager. " XXXX '' claims the report of a missed payment doesn't fall under the XXXX-day grace period, because the mortgage didn't transfer until XXXX ( a variation on the XXXX date that I usually hear from them ). I informed her that I was told on XXXX that my loan was transferred " as of XXXX XXXX, '' and she said she would review the calls, and get back to me with the status of that and of the credit bureau status .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good day. On XX/XX/2021 I received a communication [ NOTICE OF SERVINGS TRANSFER ] from LOANCARE. I followed the instructions and tried to make my mortgage payment too XXXX XXXX via the website but to know avail. On XX/XX/XXXX I sent a RESPA REQUEST AND REQUEST FOR VERIFICATION OF DEBT VIA certified Mail receipt. As of this day I have not received a response back. I continue to receive threatening calls from XXXX XXXX REQUESTING FOR PAYMENT WITHOUT SENDING ME A HELLO LETTER IN VIOLATIONS OF XXXX XXXX XXXX transfers. I CONTINUE TO CONTACT LOANCARE and they continue to give me the run around. They will not respond back to my certified mail request for validation and verification. Now LOANCARE and XXXX XXXX is demanding for payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20903
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in Covid -19 forbearance, when I exit forbearance I applied for loan modification with Loan care in XX/XX/2021, they still continue to call me asking to pay money {$33.00} to cure default, loan care assigned me a mortgage resolution advocate but its Loan care policy not to transfer a person directly to the advocate, I could not speak with advocate, every time is different person and different facts, XX/XX/XXXX th I e mailed and send certified mail with signature required XXXX pages worth of Paperwork, but its still not good enough. When I called yesterday the representative told me Im missing again and that paperwork form wasnt in the list they requested.Its been XXXX month and I am still trying to submit my application for modification. CFPB made rules to facilitate smooth transition but Loan Care breaks the rules, they are playing with me They call me for paperwork and they already have it, than the representative say they are sorry mam they have it and they are surprised that there is no notes in my files, its going on XXXX th month I can not submit application when I send it via e mail, they say they didnt get it and every person tells me different things, than it expires and still same cycle they say they want to help but they do nothing in reality to help you. I am curious how many loan modification they approved? Im sure many quit because what Loan Care practices is XXXX, XXXX like, their practices do not follow federal regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan forbearance was supposed to end on XX/XX/XXXX. I called Loancare LLC on XXXX week to work out a deferment on my loan after my forbearance ends on XX/XX/XXXX. Loancare took me off my forbearance without telling me and without my approval and now they are making my payment due XX/XX/XXXX instead of after my forbearance that ends on XX/XX/XXXX. This is not what I wanted or ask for. The customer service girl just did this without my approval and I was never notified I was being taken of forbearance early like this. It has caused me a tremendous financial issue because I was not prepared to start making my mortage loan payments until after XX/XX/XXXX when my forbearance ends. I have called Loancare 7 times since the XXXX week to get this resolved and all I get is put on hold and disconnected and brushed off competely and no one will get this corrected for me. They have so many complaints the hold time is 3 to 4 hours and it always disconnects when your waiting on hold. They will not call you back or make any attemps on their end to get your issue resolved. This is a government forebearance program to help consumers during this Covid pandemic and I have been taken full advantage of by Loancare for taking me off my forbearance a month early and I can not get any cooperation from them in any way to get this issue corrected. I am pretty certain they have violated forebearnce laws here and they need to be help accountable for their actions and horrible customer service. They have over XXXX complaints with the XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My previous mortgage was transferred to LoanCare , LLC ( XXXX ) around XXXX of 2021. Since then, I have experienced numerous issues with this company. I have never made a late payment with my previous lenders ( XXXX XXXX and XXXX XXXX ) and was in forbearance ( due to Covid-19 ) at the time of the mortgage servicing transfer to LoanCare. My previous lender informed me that I would NOT owe any payments until my forbearance ended and that I would NOT have to pay a lump sum of payments for the months occurring during my forbearance. Several employees from XXXX XXXX assured me that when my forbearance ended, I would just continue my regular monthly payment of approximately {$1100.00}. All was fine until my loan was transferred to LoanCare. They immediately began to come after me for large lump sum payments that I could not afford. On top of this, they kept sending me letters threatening to foreclose on my home. Also, they kept calling my cell phone but every time I answered, it was an automated message telling me to call them back. However, when I called back, I could never speak to an actual person. I was always put on hold for an extremely long period of time until I hung up. I had only spoken to a LoanCare employee about twice and if I'm not mistaken, it was only when THEY called me not long after the transfer. Fearing I'd lose my home, I reached out to HUD and was able to speak with a counselor named XXXX. She was incredibly nice and helpful. After I told her what was happening to me, she called LoanCare. She was able to witness for herself what I had just explained to her about not being able to speak to a live person when I contact XXXX. During my phone conversion with XXXX, XXXX left us on hold for well over an hour before XXXX hung up. It wasn't until I talked to XXXX that I was able to even log into my LoanCare account! XXXX then said that I can try on LoanCare 's website to apply for a loan modification. ( XXXX had to give me my account number, which I had not received from LoanCare! ) LoanCare continued to send me letters threatening foreclosure even while my loan modification was in progress! The main reason for this letter is to inform you on not only what was previously mentioned, but also how they have negatively amortized my loan! I was paying my former mortgage servicers extra monthly principle payments to pay off my loan sooner. Again, everything was going smoothly until LoanCare got ahold of my mortgage. I went from a principle balance of {$140000.00} to {$150000.00}! This is what they did to me during the loan modification. They raised my principle balance over XXXX! I had to sign papers I didn't understand in order to avoid foreclosure. They put me in a position where I had to make a choice between having to pay over {$15000.00} immediately vs. paying only $ XXXX with a loan modification. The problems with the loan modification were not only the {$10000.00} that they snuck into my principle balance, but also the fact that they had on the paperwork that any other previous agreements were void! The last straw was recently when LoanCare charged my Escrow account over {$2500.00} for force-placed insurance! My homeowner 's insurance has ALWAYS been paid by my mortgage servicer and I pay it back through my monthly mortgage payments. However, LoanCare allowed my homeowner 's insurance policy to lapse so that they can charge me {$2500.00}!!!! This has taken my mortgage payment from {$970.00} to over {$1200.00}! I have NEVER paid that much for housing expenses EVER!! This is very predatory lending! It's just another attempt for them to keep overcharging me until I fall behind so that they can foreclose on my home. Look up LoanCare , LLC on XXXX and read their reviews. It will tell you everything you need to know about them.
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: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage loan was processed out of forbearance on XX/XX/XXXX into a covid-19 defferal by this serviceer ( loancare ). I made my first pmt post forbearance on time on XXXX XXXX, XXXX but that payment was wrongly applied based on the XXXX XXXX XXXX stmt i received. On the XXXX XXXX stmt, the pmt i made post forbearance was applied to payment due in on XX/XX/XXXX based on the " description field '' on the line item in the stmt. Why would they do that? The unpaid balance during forbearance should be placed in a non-interest bearing account and added to the back of the loan. Pmts made post forbearance shouldn't be used to offset pmts missed. I've tried resolving this via multiple calls to this company and i've been unable to talk to anyone who understands what the process should be to resolve this. Its been one clueless customer rep after the other. My online profile shows a " next payment due date of XXXX XXXX, XXXX '', even though i made a payment on XX/XX/XXXX that is incorrectly reflected on the statement. Also, my payment due on " XX/XX/XXXX '' from the incorrect stmt generated on XXXX XXXX, XXXX has an amount due of {$7100.00} which is twice my normal payment. I went through the same covid-19 deferral process with XXXX and it only took XXXX to start/complete the process. This loancare process has been ongoing for me since XX/XX/XXXX when i contacted the company to exit forbearance. I was told to wait on the system to update in the companies response to me on XXXX XXXX. Exactly what system needs to be updated when the payment i made was accepted by the system but incorrectly applied. Its not a systems issue, clearly this servicers team needs significant help with training. My regular monthly pmt is what i will pay in XX/XX/XXXX and if loancare falsely reports defferred payments to credit agencies thereby distorting my business credit I will most certainly pursue litigation against these incompetent organisation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father took out the va loan well he died I've been making payments and never late on insurance nor taxes well loan sold the house without explanation They wont talk to us the other was XXXX they said they're no longer involved with loancare in XXXX Wisconsin but they refuse our payments said theyd only talk to my father even after we showed death certificate and insurance up to date taxes up to date
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54601
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We Applied for for a forbearance for XXXX loans w/ Loan Care during the Covid crisis, loan # s ( on attachments ) Our forbearance ended in XXXX XX/XX/XXXX. We called Loan Care in XXXX, multiple times to apply for Loan Modification for both loans. We received. XXXX XXXX XXXX XXXX XXXX Solicitation Offer for both. We followed the instructions in the plan for both loans, which is : 1. Send our 1st trial period plan payment of $ XXXX {$660.00} respectively by XXXX/XXXX & XX/XX/XXXX which we did for both, we actually paid more money. 2. Make XXXX consecutive payments, XXXX & XXXX, which we did & are doing. 3. Sign Modification Agreement, which weve not received yet. XXXX XXXX XXXX sent a letter to our tenants & us, for one of the loans, stating that were in default, that we missed payments, which we did Not. Proof attached. Wevd called multiple times to try & plead our case but, we are told to disregard the letters & are told theres an error w/ the system by some agents, but that one loan collector has said that we are in default & were still getting letters indicating that were in default. We did everything that was requested of us.. We should Not be in default! On the other loan, we seem to be ok, yet we did the exact same things for both loans. We also asked for a payment history for the life of our loan, about a month ago & have yet to receive it. They sent a payoff amount, which does Not incorporate All of our payments. Please help us! XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have written to this company XXXX times!!!!! They have never answered my letters. I also faxed them XXXX times. Finally they sent a follow up to you today and claimed this case is CLOSED. BUT IT IS NOT CLOSED AND SHOULD NOT BE CLOSED. They are trying to collect money for insurance on a House I DO NOT OWN. I have told them I do not own it. XXXX times over and over .... I have asked them to check with the title company to verify this. XXXX XXXX XXXX XXXX XXXX XXXXTheir response was to send back a copy of the recorded deed stating that it is valid. IT IS NOT VALID. IT was reconvened and taken off the property on XX/XX/XXXX!!!!!!!!!!!!!!!!! LOOK AT THE ENCLOSED DOCUMENT!!!! It is a FULL RECONVEYANCE!!! THAT MEANS they do not have ANY security instrument in the property!!!!!!!! ZERO! There is NO VALID deed!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! So as such they CAN NOT charge me for insurance on a house that has NO DEED. Just because they see a deed in their file from XXXX, does not make it a VALID deed!!!! IT WAS RECONVEYED!!!!!!! XXXX. GO LOOK IT UP you XXXX This house was sold and is no longer owned by me. the new buyer had a full title insurance policy. THIS LENDER HAS NO RECOURSE!!! Are they stupid to think they still have a deed. Well here is the proof attached. A FULL RECON!!! hope they know how to read, because it doest get any more clear cut then the words FULL RECON!!!!!!!!! There is still a note which I am paying for principal and interest. I am not disputing my debt. I am only disputing the need to pay for insurance on a house I do not own!!! They have fully reconvened any security interest in the property. They have no interest to protect. They can not ask for any insurance to protect a house that they DO NOT HAVE a valid security interest in. that is no different than me placing insurance on a random strangers house and making them pay me back. They are giving me no choice and holding me hostage for money I DO NOT OWE!!!!! and money they have no legal right to collect. maybe they would rather me hire an attorney and sue their XXXX!!!!! This madness needs to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Loancare loan servicer has repeatedly " removed '' my application, asked for me to reapply, assigned an alleged " point of contact '' who is unreachable ( XXXX XXXX of contact has only a XXXX number ( and as I write this I have been on hold with Loancare for XXXX XXXX minutes ) and Loancare is now asking for me to resubmit the application. This will be now be the XXXX time that I am applying, since the original application was unceremoniously " removed '' just before XX/XX/2021.
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: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A