Date Received: 2021-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Company / Loan Care - XXXX I have been a customer for several years. All of a sudden, the company stopped taking my autodraft payment every 2 weeks. After several months of long conversations with various billing department employees, I was charged an additional {$43.00} to Re-Enroll my account. This has never fixed the problem. I am attaching below all of the dates and times spent on the phone with this company on my part to try and resolve this issue without any success. In short, each month I have to call them and make over the phone payments. I can not ever get anyone to call me back to fix this issue. I just want them to take the payment via Autodraft and get this issue fixed!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: THE COMPLAINT TO XXXX XX/XX/2021 I obtained an FHA loan when I purchased my home in XXXX, CA, which is close to XXXX XXXX. My loan servicing company is XXXX/LoanCare. My loan number is XXXX. I was on forbearance and they offer me a loan modification package. I was about to sign that contract, but a second contract arrived with significantly different terms. When I called to enquire about the second contract, none was able to tell me why there were two conflicting offers on the table and I was advised not to sign that contract. They also informed me that I could apply for a lower interest rate. Had I not received a majorly conflicting second offer, I would have signed the first one and my loan modification would have been successfully over. I sent an email in XX/XX/XXXX to the loan modification department and enquired about the reason for the second package and requested clarification. Additionally, since I was given instructions as to the fact that I could apply for a lower interest rate ; as well as a precise list of documents that were necessary for this to happen, I simply sent that email in XXXX requesting clarification AND I requested a lower interest rate & I included ALL THE DOCUMENTS THAT WERE REQUESTED FOR THIS PURPOSE. THEY NEVER TOLD ME THAT MY COSIGNER WOULD BE INVOLVED IN THIS PROCESS OR THAT I HAD TO PROVIDE ANY OTHER DOCUMENTATIONS IN ADDITION TO THE EXACT LIST OF DOCUMENTS THAT THEY REQUESTED BEFORE MY EMAIL OF XX/XX/2021. The email that was sent inXX/XX/2021, was never answered and I was advised to wait, every time I called. So, I waited. I was NEVER TOLD that if I do not accept " THE OFFER '', I would forego of my chance to ever have a COVID DISASTER MODIFICATION in the future. Additionally, I was never told which of the two offers was " THE OFFER '' that I was supposed to sign. As a result of above, I kept waiting for a final clarification EMAIL RESPONSE and every time I called, they advised me to wait. I waited. My email of XX/XX/XXXX has never been responded to up to this date. I still do not know which is the actual final offer. Suddenly, recently, I was requested to provide exhausting number of very detailed additional documents ; several over-reaching terms and agreements and forms were included. They also asked for an extremely over-reaching list of documents FROM MY COSIGNER. I was never told that I would have to provide more documents than what I WAS TOLD TO PROVIDE BEFORE my email 0f XX/XX/2021. Had I been told that my co-signer would have to provide such high number of intrusive and over-reaching information as well ; I would have never considered asking for a reduced payment amount than what was offered in the original agreement. I am being told now, that I can't have the terms of the original offer, because I did not sign the original agreement. They still have not responded to my email of XX/XX/2021. They have not provided me with a second offer. I am being told that if I don't agree with whatever terms that they decide on, I would lose my home to foreclosure. However, there is no offer at this time at all. My cosigner is not willing to provide those intrusive and over-reaching number of documents. I am under a great deal of XX/XX/XXXX, I can't sleep, I have become severely ill with XX/XX/XXXX, XX/XX/XXXX, increasing XXXX XXXX XXXX and I do not see any reasonable conclusion to this ordeal in the horizon. PLEASE HELP. Please kindly email me back and help me defend myself against this lender that is threatening foreclosure and perpetrates such inappropriate acts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied and used the forbearance period during covid-19 due to my wife position being eliminated. After the forbearance ended we are able to resume our mortgage payments and move forward, LoancareXXXX XXXX sent me a plan package that raised my interest rate from 3 % to 3.5 % and told me I had to make three payments at an elevated rate. In their plan they said I had the right to appeal which I did. After not hearing back from them at the end of the month I called them and was told even though it said that in the contract I was not allowed to appeal and had to make my first payment by the end of the month. I have now made 6 payments at their elevated interest rate and now they sent me loan modification agreement which outlines mothing, doesn't show my payments and increases my mortgage loan amount by {$30000.00}. I have called four time between XXXX and XXXX requesting hep and each time I am told a loan expert will call me back within 5 days. I have never received a call from them to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was originally with XXXX XXXX when I started my foreberance back in XXXX of XXXX. I was in foreberance for 5 months and then started my payments again. I submitted all the paperwork requested at that time and was informed that the loan modification takes about 30-45 days. I have continued to make all my paymemts to date and have called weekly for updates. XXXX never completed the process that year and then moved my loan to Myloancare as of XX/XX/XXXX. I continued to call weekly for updates and was reassured everything was fine that they are back logged due to XXXX. They pulled my title in XXXX and that was as far as they got. Kept getting the run around as I called weekly. Some of their associates couldn't believe what I was going thru and escelated my file several times. Now we are in XXXX of XXXX and they are requesting all new paperwork because the original is out dated. Also I just teceived a formal letter of intent to foreclose. I have filled out a whole new packet and sent everything again to do my part. I have never heard of any company taking over a year to process a loan till now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I began the process of refinancing the mortgage on a property I own. On XX/XX/XXXX, it was discovered that there is an outstanding balance of {$7600.00} in fees that must be satisfied at the time of closing per the refinance. Being that I had no knowledge of such fees, I contacted my current mortgage company, LoanCare c/o XXXX, on XX/XX/XXXX to get more information. A LoanCare representative researched my account with another colleague. After returning from a long hold, the rep explained the only information they could find about the fees were they are labeled as " preservation of property '' and were transferred to LoanCare when they acquired the loan in XX/XX/XXXX. Other than that, there were no specific dates of the fees charged, whom the fees were owed/paid to, or any other information associated with the fees. Unsatisfied with the result of my first call, I contacted LoanCare again on XX/XX/XXXX. I spoke with a different representative which told me the same thing as the first rep. Unable to get any sufficient details regarding the fees, I called again on XX/XX/XXXX and was told the same thing as the first two reps. And, the third rep advised me to contact the former mortgage company, XXXX XXXX, to understand the fees charged. Unfortunately, I'm unable to contact XXXX to get the details of the fees as they have dissolved business. Dissatisfied with the lack of details surrounding such costly fees, I sent an error of resolution request letter to XXXX on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The BANK had NEVER recorded the Trust Deed ( security Instrument ). Originally the loan was with XXXX. I brought this to the attention of XXXX. Instead of solving the problem, they Immediately sold the loan to XXXX XXXX!!! XXXX WAS FULLY AWARE that its was NOT a valid mortgage loan since the TD had never been recorded. They had it booked as a XXXX mortgage loan. It can not be since there is no security mortgage instrument recorded. When XXXX XXXX took over the loan, I contacted them. I informed them that it was not a valid mortgage loan. YES, there is a note. I am not disputing the debt. I am only stating that there is no TD that secures the debt to the property which CAN NOT make this a mortgage loan, and as such XXXX needs to know!!!! When I notified XXXX XXXX they did not know how to resolve this, so they immediately sold the loan to Loan Care. Once again the loan is booked as a mortgage loan. It is NOT a mortgage loan since there is no security instrument. The REGULATORS need to go in Loan Care and have them re -class this loan. But since they are not in business of making unsecured loans, they have no place to re-classify it on their books. They do not know what to do. In XX/XX/2021 I SOLD the property. The buyer obtained a new loan and clear title from title insurance company. Since the original loan had NO TD recorded, there was nothing for title to pay off. The debt is still owed by me, but the property is long since sold!!!!!! So this Mortgage company tells me I have to place insurance on the property. I HAVE TOLD THEM IN THIRTY SIX EMAILS AND 25 FAXES THAT I DO NOT OWN THE PROPERTY!!!!!!!!!!!!! The property was sold last XXXX. I have called and spoken to 10 different people that keep telling me they will pass the info on to supervisor and somebody will contact me. NOBODY ever has contacted me. No calls, no letters, no response at all from anybody. They now REFUSE to accept my payment ( which I owe ) for principal and interest. I made the payment for XX/XX/2021 on XX/XX/XXXX. The refuse to credit it!!!!!!!! They claim it was not in the amount sufficient t pay for the insurance. HOW CAN I OWE INSURANCE ON A PROPERTY I NO LONGER OWN!!!!!!?????? As of XX/XX/XXXX my payment which THEY have in their possession will show as unpaid. They have threatened to ding my credit. I PAID IT!!!!! they have it!!!! they just do not have the extra {$100.00} they claim they want for insurance on a house I do not own and that they DO NOT HAVE A VALID security instrument on. THEY LEGALLY CAN NOT REQUIRE SOMETHING from me that they have no right to require since there is NO SECURITY INSTRUMENT. SOMEBODY needs to wake up and do their job. I need help!!!!!!!!!! Nobody is talking to me. Only threatening me if I dont pay something I do not owe. How on earth am I required to pay for insurance on a property I do NOT OWN. XXXX NEEDS to be aware that this loan that is on the books as a mortgage, is indeed NOT A MORTGAGE but instead an UNSECURED LOAN. They need to accept my XX/XX/XXXX payment that was made in full for the exact terms of the promissory note. There is NO TD!!! PLEASE HELP.
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: 2021-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 - Received confirmation that XXXX received file for loss mitigtion and requested missing documents which I promptly sent ( email digital trail ). XX/XX/2021 - XXXX emailed requesting Property Tax Bill and proof of Homeowners Insurance which were not on the original request for documentation. XX/XX/2021 - I called to follow up because I had not heard from XXXX. I was told that they had received to documelntation but they had not processed the documents and would expedite. XX/XX/2021 - XXXX asked via email for the same documents I had already sent which XXXX had already confirmed received. I was transferred to collections who did not receive documents and replied " We can not complete our evaluation of your application unless we receive additional information. '' I resent documentation. XX/XX/2021 - I phoned XXXX early morning to confirm receipt which XXXX confirmed XXXX XX/XX/2021 - Received letter regarding our " XXXX missed mortgage payments '' and to contact XXXX at ( XXXX ) XXXX. Impossible to get through. Phone records show the many attempts I tried. I was able to get to castellcustomer service but impossible to connect with Loss Mitigation. I asked Customer Service to have a supervisor call me multiple times often waiting for an hour on hold before their system cut me off ( phone records ). XX/XX/2021 - Sent missing application with request to exit from the official forbearance plan. XX/XX/2021 - XXXX sent letter stating that I had been assigned a Mortgage Resolution Advocate, XXXX XXXX who never contacted me and I was not able to contact XXXX. XX/XX/2021 - I was assigned a new Mortgage Resolution Specialist, XXXX XXXX ( XXXX XXXX ) who was supposed to contact me within 5 days. This did not happen as seen by incoming calls on phone records. XX/XX/2021 - Received letter requesting additional information not in first XXXX requests. Paystub and P & L statement which were not applicable. After many phone calls, it was declared by XXXX that the underwriters had misunderstood the last paragraph in our written statement. XX/XX/2021 - We received a copy of the appraisal. XX/XX/2021 - Another letter about our now XXXX missed mortgage payments. XX/XX/2021 - I had been checking myloancare.com portal every day to check on status and saw that XXXX confirmed receipt of complete application and was sending to underwriting. Stated that I would receive packet in XXXX days with exit plan. To date, I have not received anything. In following up, I was told that myplan was with their law firm for final approval and XXXX would check on status and let me know within 3 to 5 business days. I haven't heard anything to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have a loan mortgage with Loancare LLC, loan No. XXXX. We do not have an escrow account ; we pay our own property taxes and insurance. There was a lapse on our insurance of about 1 1/2 months, and Loancare though one of the insurance companies that they deal with, provided coverage for those months. I, XXXX XXXX XXXX, faxed copy of the insurance, and when I called to ask about the insurance charges on my statement, and I was informed that Loancare never received proof of insurance. I did submit the insurance information one more time. Last month, on XX/XX/XXXX, I called Loancare and asked to speak to a supervisor. XXXX XXXX with employee No. XXXX spoke to me, and he told me that because of Covid19, the information on the insurance was not processed, and promised that by XXXX, the adjustments to the account will be made. I refused to pay the additional {$400.00} charged for the insurance for the month of XXXX. Next day, my husband, XXXX XXXX XXXX made the regular payment over the phone, without any additional insurance payment. The statement for the month of XXXX was not never adjusted, and we did get a payment request of {$1.00}, XXXX. I called to ask information about my insurance, and the recorded information that I received from the Loancare Insurace Department, was the information of the insurance that I paid for XXXX year, with an expiration of XX/XX/XXXX. When I was transferred to the Customer Service Department and I tried to make a payment, the lady who answered the phone refused to accept the payment, unless I pay the whole amount. When I told her that I was going to file a complaint, she accepted the payment, but, she informed me that the payment was not going to applied to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had the FNMA COVID Forberance for the 18 months allowed for my mortgage payment. I have XXXX and have lost income due to COVID. My mortgage company LoanCare. XXXX is refusing to give me the FNMA loan Deferral for the 18 months lost and have reported my credit late 120 days to the credit bureau ruining my credit history. We have requested this help since mid XXXX with hundreds of calls and emails to LoanCare and they refuse to help. Who can help us? They want to foreclosure our home when we have been legally allowed by FNMA for the Forberance and now the Deferrel. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a late payment in XX/XX/XXXX & XX/XX/XXXX. When I realized it, I called and paid both XXXX on XX/XX/XXXX ( very late ) & XXXX XX/XX/XXXX ( late ) over the phone. I had NEVER late before this. XXXX/MyLoanCare made a mistake and entered both payments for XXXX, so I have been delinquent for XX/XX/XXXX for 1 year according to their records. I have made 20+ calls during this period, only to be on hold for 15-45 minutes and then accidently disconnected. I have spoke to multiple people including upper management, only to be told ... .we understand the problem, it was our error and we will " open a review '' on your account. NO ONE has ever returned my call. I continue to be delinquent in their eyes, but I AM NOT and never was. I was LATE ... ..during Covid. I am a 1099 employee and thought I would have issues, but by the grace of GOD I was able to continue to pay my mortgage, and yes I was late. It has been 1 year with this going on and I am totally worn out. I couldn't get anyone to result the issue, they were all working from home, I could hear the dog barking, the kids crying and I was on hold for many, many hours. My time is valuable too. I am at my breaking point. I finally decided to set up autopay for XX/XX/XXXX so I would NEVER be late again, even if I died. Their system allow me to set up the autopay, but rejected it, without my knowledge, I am a single mom, working my XXXX off and I don't have the time to be on hold for endless hours with a company that clearly has no customer service pers. onal, that has any clue what it going on with my account. I went into my bank account and notice XXXX XXXX payment wasn't taken out, so I went on my online account and it said " delinquent '' OMG ... .what????? My XX/XX/XXXX wasn't auto paid and I was never notified ... ... now it's XX/XX/XXXX. So ... ..not only am I behind from XX/XX/XXXX, I am now behind for XX/XX/XXXX and XX/XX/XXXX. I called on XX/XX/XXXX to make my payment for XX/XX/XXXX ( per the instructions from agent # XXXX ) she wouldn't give me the spelling of her name, they took my payment and I begged them to enter it for XX/XX/XXXX and they said ok, they told me to call back in a few days, once the money was out of my account to pay XX/XX/XXXX. Once the money was out of my account, I called to make my XX/XX/XXXX payment. They system said I was behind for 2 months and that XX/XX/XXXX was still outstanding. ERRRRRRRRRRRRR This just can't be happening. How can this company be so bad???????? I am a XXXX and while I don't pretend to be a mortgage lender, I know enough, to know this isn't right, I have never had to deal with this kind of incompetence in my life. PLEASE help me, before XXXX - Myloancare ruins my credit and my life. Sorry for typo 's, it's late and I am exhausted. PS... .because they " think '' I am late, my escrow is short and I owe more money. You can't make this stuff up... .it 's just unbelievable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A