Date Received: 2021-11-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2021 I sold my condo XXXX XXXX XXXX # XXXX, XXXX, MA XXXX. At the closing, my attorney held {$1000.00} in escrow until filing of documents at XXXX XXXX XXXX of Deeds. Unfortunately, the XXXX on the title to XXXX XXXX XXXX # XXXX, XXXX was filed XXXX ( both sides ) as : Recorded land = Book and page XXXX also Registered Land = Document Number XXXX. My LoanCare account XXXX. I have called weekly since XX/XX/2021 to explain this situation and ask that it be corrected to INCLUDE document number XXXX. I have sent several emails to XXXX and when I receive a response, it is ALWAYS Thank you for contacting us! Your inquiry has been forwarded to the team of specialists experienced in resolving your issue. Our hours of operation are from XXXX, XXXX A.M.- XXXX P.M. Eastern time. We will provide you a response as quickly as possible. Sincerely, XXXX XXXX Department XXXX ID XXXX The latest letter I received in the mail was dated XX/XX/2021, stated We have performed the following action on your account : We have received and acknowledged your Recorded Satisfaction Document Once again, they have NOT done what is required of them. Now, my attorney XXXX, who has also written to Loancare with specific instructions to discharge the mortgage has not heard from them. The buyer of XXXX XXXX XXXX # XXXX XXXX has threatened to sue if this title is not cleared. I have spoken with the title company : XXXX XXXX XXXX Representative XXXX XXXX XXXX XXXX XXXX XXXX Phone : XXXX Ext : XXXX Email : XXXX. She told me she can not clear the title until LoanCare specifically sites the documents number XXXX. Everything I have explained here, is what I have repeatedly said to whomever answers the phone. I have asked to speak with supervisors and the answer is you claim is being excalated. Any help is most appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX refused to accept and returned my ontime payments in XX/XX/2021 and XX/XX/2021 after forbearance. They subsequently reported me INACCURATELY as XXXX days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job on XX/XX/XXXX, and applied for mortgage forbearance with Loancare, my servicer. I was told at the end of my forbearance plan, I could extend if my circumstances warranted, or if I was unable to continue making payments. I received an offer of employment and my XXXX day at work was XX/XX/XXXX. I contacted Loancare to inquire about my forbearance options and was told I could pursue a modification or a deferment of past-due payment amounts. I contacted them on XXXX XX/XX/XXXX and spoke with XXXX. XXXX told me my forbearance period ends XX/XX/XXXX and that the last day for me to call to set up arrangements for my chosen method of remediation was XX/XX/XXXX. I called again to confirm this information a week later, and it was confirmed. I have been receiving robocalls from Loancare routinely and called back and selected a loan modification on XX/XX/XXXX with XXXX. She said paperwork can take up to XXXX days and will be overnighted, requires me to get it notarized and send back asap. On XX/XX/XXXX, I got more robocalls from Loancare. I called back and received the services of XXXX who told me, in essence, if I was denied the modification ( this was the XXXX I'd been told denial was possible -- ALL of the prior people I'd spoken to said it was an either/or situation and both were MY choice ) then I was on my own and would have to figure out how to pay back the payments due at the end of my forbearance period. This seemed XXXX to me, and made NO sense based on what I'd previously been told. She said it there were any liens on the property a modification is impossible. NO XXXX HAD EVER SAID THIS BEFORE. I do have a XXXX for a bathroom repair that was mandatory, not cosmetic. I escalated my call and requested to speak with a supervisor. After XXXX full hour on the phone, I was transferred to XXXX, who claimed to be a XXXXr in the escalation department. She stated she would be taking over my account and would ensure she saw it through to completion and resolution. She advised me to begin a mortgage assistance application, even after noting that XXXX had previously initiated XXXX already. I completed the application online EXACTLY as she had instructed. She also told me that a XXXX is not a disqualifying event for loan modification. XXXX promised to call me on XX/XX/XXXX or XX/XX/XXXX and would let me know status. She stated she would call XXXX and if she didn't hear from me she would leave a voicemail with her contact information. It's now XXXX on XX/XX/XXXX and she hasn't called. I have, however, gotten XXXX robocalls from Loancare demanding I call them back. I am on hold now, after first having spoken with XXXX today. She stated I have not completed the mortgage assistance application. I received a vague notice in my online Loancare account that I had " missing documentation '' but there was NOTHING specifying what was missing. XXXX informed me just now that I did not complete the required steps, including adding XXXX recent pay stubs and a personal expense statement. This was the XXXX I'd heard of either of these requirements, as I've gotten NOTHING from Loancare in the mail or via email stating what I needed to submit. I had assumed they needed bank statements and had already uploaded XXXX months of bank statements through their online portal. I am employed now, as of XX/XX/XXXX - but I have just been paid TODAY, so I do not have XXXX pay stubs to submit. My fear is this : the ineptitude of this loan servicing company is putting my ability to keep my home in jeopardy- not through ANY fault of my own. I have fully complied and communicated about my situation throughout, and have made multiple good faith efforts to obtain appropriate guidance about next steps and requirements for me to participate in a modification or deferment process. Each person I speak to at Loancare seems to have a different understanding of what's going on. No one has given consistent information. Every single time I've spoken with them, I'm given different information that in prior calls. I am doing EVERYTHING in my power to communicate and ensure a proper plan to resume paying my mortgage after forbearance is smooth and fluid transition. This company is awful and has not in any way completed their obligations to me as a consumer to ensure my mortgage forbearance is resolved. I am terrified they're going to continue failing to do their jobs and will put my home and credit in jeopardy. I am absolutely willing to resume payments ASAP and am complying with every request they have made. I am now being told by yet another Loancare employee, this time named XXXX ( XXXX ) that I shouldn't have had to do ANY of these things because my account had already qualified me for both programs. I am at my wit 's end. I don't even know what to do next. I need to keep my home. I can afford to keep my home. I'm simply trying to get my loan servicer to do their part so that we are on the same page.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98406
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage was in forbearance through XX/XX/2021. I was placed on the covid-19 defferal option with a first payment due in XXXX. I made the first payment due after forbearance on XXXX XXXX, XXXX. Today XXXX XXXX, i received a statement showing that the XXXX payment wasn't applied and the XXXX payment due will be for XXXX and XX/XX/2021. This company is very uncoordinated in its response as i also keep getting inundated with calls to contact them to bring the loan current. I've already contacted them, the loan is current, i have made my first payment post forbearance and yet this...
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: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to XXXX I had to go onto a forbearance on my mortgage with XXXX after I lost my job. During that time I continued to pay my escrow which is around {$1000.00} of the {$2500.00} mortgage payment. Each month my payment was not being posted. I had to call the organization monthly to ask that my payment be posted to my escrow. It just sat in my escrow account and was never posted as a payment, and did not reduce the amount of what's owed on the forbearance. So now I have a large amount of money ( {$12000.00} ) doing nothing for over a year. I could have invested it, or it could have been posted, so I owe less on my forbearance but that did not happen. I have called the organization probably 50 times now, having to spend about 25 mintues each time getting identified and telling my story over and over again to folks who just kept putting me back into a process, that keeps failing and they wont assign anyone to be accountable. I cant reach back to any of the supervisors I already spoke to... I was promised calls back from one supervisor in particular and that call back never happened. I just called again this morning, and they are telling me this wont be addressed until end of XXXX, which means I go through XXXX with no money. I also cant pay my mortgage, and they promised me they would waive the late fee in XXXX as I waited for my check, yet I was assessed another late fee. We are talking about a lot of money that I need during tough times. I am struggling to put food on my table and now I worry about XXXX and what I will do for money there. If I got this funding back, I could pay all my bills, reduce my credit debt, and be able to provide a XXXX for my family. Can you please help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Due to the financial impact of the pandemic, we applied for forbearance with Loancare. It was not realistic to pay four months of mortgage payments so we applied for the loan modification on XX/XX/21. Although we were in this process, Loancare reported our payments as late to the credit bureaus resulting in a dip of over 100 points to my credit score. During this time, I attempted to rectify the matter with Loancare, to no avail as I the responses varied each time we called. It was only after filing a complaint with the XXXX XXXX XXXX that Loancare corrected the issue with my credit score. To date, Loancare has not provided documentation of the terms of the modification nor does the website reflect changes although we have been told by agents to pay the modified amount. On several occasions, we have been told these changes became effective on XX/XX/21 and the payment was timely and deducted from our account. On the other hand, Loancare continues to send routine notices that our account is delinquent. We have completed the modification paperwork and have been told that the process is complete. On XX/XX/21, I received alerts that my credit scores have once again decreased over 106 points as a result of Loancare reporting we are 120 days late on our mortgage. I contacted Loancare and spoke to agent XXXX who also reinforced that our modification is complete and that " she doesn't know why these credit unions do this ''. According to XXXX, she could not adjust the score. She ultimately transferred me to her supervisor, XXXX, who echoed her sentiments. Lacking integrity, continuity in communication, and overall professionalism, it is evident that Loancare has no regard for the welfare for their consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21, I submitted a mortgage payment online ( {$1600.00} ). I believed I had turned off the auto-pay through the app, but I turned out to be wrong. I observed in my checking account that another payment was set to clear on XX/XX/21. The app was misleading in my opinion ( I work in the financial services space and still didn't figure it out ). I contacted the company immediately ( XXXX ) before the payment cleared. The customer service rep said she would try to reverse the payment, but, failing that, they would send me a check to refund the duplicate payment. To date, I have still not received the check. I called two times to check on the status and was told the refund check was issued on XXXX. The fourth time I called about this issue ( on XXXX ), I learned they had the wrong apartment number. The apartment number was corrected, and I asked the check to be expedited. The fifth time I called ( XXXX ), I was told that the check went out on XXXX. As of yesterday ( XXXX ), I still have not received the check. This has punched a hole in my finances. I applied for and was granted a forbearance last month. Attached is a screenshot of the misleading app. ( I was told the draft date, which is the payment due date, is different than the period to which the draft applies. The app should simply make clear whether autopay is ON or OFF. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I requested that my mortgage held with LoanCare be removed from the COVID-19 Forbearance program. All required documents had been sent in then I confirmed that had been received. I was told the process should take 30 days to complete. I followed up on XX/XX/XXXX and was told they have no update and it was not even worked on yet. called again end of XXXX requested they open a case to investigate what's taking so long and call back in 10 days. Called at the start of XX/XX/XXXX and was told the same thing. The Representative said, " my file was being escalated via his supervisor '' would receive a call back in 4-5 biz days. No call no update. Called again on XX/XX/XXXX and XX/XX/XXXX again on XX/XX/XXXX told to call back in two weeks for an update. Finally, on XX/XX/XXXX I receive a packing in the mail saying my Forbearance request was processed and completed. Four and a half months later a process that I was told should take 30 days was completed. During those 4.5 months, Loancare continued to report my loan late because it was late at the start of the forbearance program. Those 4.5 months should never have happened if they processed my request in a timely fashion as promised by LoanCare. I find it unreasonable as a mortgage lender to operate this way and impact customers in a negative way further hurting my credit report when i no longer needed the assistance program. I have already contacted them directly and via the XXXX Their response on both occasions was they reported my loan correctly to the credit aggency. Yes, that statement is correct ONLY because they took 4+ months to complete a request I was told would take 30 days. If this was handled properly my loan should have been brought current in XXXX and thus XXXX, XXXX and XXXX would have then reported my loan as current and not late. I would like transcripts sent to me as soon as possible for the calls to LoanCare by me Starting XX/XX/XXXX to document Loancare 's actions and mishandling of my loan. Th This appears to be a violation of LoanCares duty under the CARES act. Loancare XXXX XXXX XXXX, Virginia XXXX, VA XXXX https : //www.loancareservicing.com/
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we were placed on forbearance. At this time we have never been late on a payment and were current when entering the forbearance period. In XX/XX/XXXX we called LoanCare to ask what our options were for repayment. They said they would send documents out to us on modifying the loan and once we apply we should hear back on what our payment would be. Since we had not received documentation regarding our modification we started sending {$5000.00} a month so we would not continue to get behind on the mortgage payments. We paid {$5000.00} for months XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XXXX we called because we noticed our statements did not reflect the {$5000.00} payments. We were told it would be fixed. In XX/XX/XXXX we called back again telling them our statements are not showing the {$5000.00} being deducted from our balance but all payments were cleared by the bank to them. In the XX/XX/XXXX phone call the lady noted to stop payments and they would put us back on forbearance so they could update the payments received and deduct them from the balance and send out new modification paperwork. We stopped payment as instructed by LoanCare. However in XXXX we still had not receive paperwork and the statements still did not reflect XXXX XXXX payments. We were not getting to a resolution with XXXX. Therefore we started the process to refinance with another mortgage company. During this process LoanCare informed our loan officer that we were NOT on forbearance. When we call LoanCare we spoke with a representative and she explained the individual we spoke to XX/XX/XXXX put the wrong code in and ran the wrong script/template. She noted we were not allowed be taken off forbearance and put back on forbearance. However she understood going through the notes we were in fact told to stop making payments. Because we were given the wrong guidance from loan care we did not make XXXX, XXXX and XXXX 's payment on time because of being told we are " back on forbearance ''. We then sent three {$5000.00} ( total $ XXXX ) to them in early XX/XX/XXXX through LoanCare BillPay system. They cleared but did not apply it to our loan. Instead of sending our funds back to us they sent it to a wrong account ( we were told somewhere in another state, they are currently in the process of tracking down the funds ). They said they will not take any payments for our account at this time but do not give a clear reason and instead keep pushing for us to modify our loan with them instead. We have spent every bit of 20-30 hours on the phone with LoanCare over the last 2 weeks with no resolution. We are not in foreclosure and every time we speak to someone new they give us different reasons why they can't take payment for our mortgage none of which seem legal. Because they will not take payment from us we are unable to refinance with another lender due to us being behind on our mortgage on the credit report despite us trying to provide payment to show we are current. It is truly unethical and illegal for a company to refuse payment. They want to keep this loan make money off the late fees, and hope to modify the loan at a high interest rate therefore they make it extremely difficult for you to pay your payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21811
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am on a Forbearance plan with Loancare and my regular payments, according to their " Office of the Customer '' should restart on XX/XX/XXXX. I am trying for weeks to reach this Office of the customer and called there at least 35 times. I think this is just a made up Office that doesn't even exist, because all I ever receive is a voicemail, stating the office is closed. I left numerous messages, asking for a call back-NOTHING! I also received threatening letters from Loancare, stating my loan is in default, which is a lie. I don't know what to do anymore and I am in fear to loose my home. All I need is that Loancare sends me the, so called Deferment Package for me to sign and state that my next payment is due on XX/XX/XXXX. In 7 letters from loancare i received they could not confirm that. I want to get my loan current and begin payments again on XX/XX/XXXX when my Forbearance plan ends. Where is my Deferment Package to sign?? If i call their " Customer Service '', they have no idea what I am talking about, transfer me to the Bankruptcy Department or let me wait in line for hours until I hang up. Right at this moment I am waiting in their holding line for 68 minutes. I need this issue resolved. CFBP should initiate legal steps against Loancare because of their unserious business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A