Date Received: 2021-11-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX / Loancare is my mortgage servicer for my home. I am in the process of refinancing and had to request payoff balance to supply to my credit Union. I requested multiple times and I am continually told I need to resubmit it. The first time I requested was XX/XX/2021 and since them I received a payoff letter via email that contained someone elses personal loan information and payoff. I keep getting the run around from them and broker promises. I also am blocked from the site now and cant view my payoff information. These tactics are malicious in intent and are blocking me. I paid my mortgage on time with them and they are holding up my refinance. The credit union has requested it from them four times as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice in XXXX from my lender LoanCare stating I would need flood insurance. This caught me by surprise since no one in my neighborhood had received any kind of notice from their lenders. I have multiple family members that live in the surrounding houses. I called LoanCare and let rep know that I would like a copy of the map used to identify my home in a flood zone. I asked what I would need to provide the company to remove food insurance from my mom if I was indeed not in the flood zone. The rep said just a mas showing I was not in the zone. I located my property on the FEMA website and again it showed I was not in the flood zone. I then then received the map from the lender again showing I was not in the flood zone. I called the lender and talked to a different rep about the flood insurance at this point the lender had already placed forced insurance on my loan which I was not happy about since the map sent to me by the lender showed I wasn't in the flood zone. I called lender and talked to someone saying I needed call FEMA directly to get a statement from them. I called FEMA and they said it would be up to the lender to remove the flood insurance and I could submit an application to get an exact map since maps pulled from lenders are only approximate. I called the lender and gave them the info I received from FEMA. At this point my property taxes were due XX/XX/XXXX but of course there are not enough funds in the escrows to cover this. I explained how I was frustrated due to the fact that everyone had given incorrect information about everything. The rep then asked me to call FEMA again and said I would need a statement from them saying I was not in the flood zone and if I was able to get the statement same day they could request the flood insurance to be removed same day. I called FEMA once again and the rep was super helpful and said I would need to submit the application to pinpoint my location for the flood zone but that could take any between 45-60 days which at that point my current lender would have placed the forced insurance anyway.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was on forbearance with my mortgage company XXXX sub-serviced by Loancare from XX/XX/XXXX to XX/XX/XXXX. I still made payments, only pushing out a few months until the next month. I was fully caught up XX/XX/XXXX and made extra principle payments. I knew that escrow could be a potential problem so I calculated sufficient funds each month. However, my loan servicer did not calculate correctly and my monthly payment began to fluctuate higher and higher each month. I called and talked with many agents, at least 20 times, and each time I was given different information. I asked specifically for the escrow department. I was given the run around and bounced around from department to department spending endless hours on the phone only to get to someone who acted like they did not understand the situation. On XX/XX/XXXX, I sent a detailed accounting spreadsheet of my escrow payments to XXXX Subserviced by LoanCare. I started at the beginning date of my loan XX/XX/XXXX with initial escrow payment at closing and charted all the way to my most current payment. My current balance is over {$6000.00}. XXXX Subserviced by LoanCare sent an annual escrow account statement dated XX/XX/XXXX with a balance of XXXX shortage and yet another increase to my monthly payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They are still showing my account is past due even though Ive already filed my complaint and they responded that they would take care of it. They couldve taken care of this immediately and its been another week or two weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98075
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please find a detailed description of our issue from my representative below. The short of it is that when we refinanced our house, Loancare did not fill out the paperwork to properly release the second mortgage we had and now we have a lien on the house even though we consolidated our loans. The loan that the lien came about over was consolidated and we have been making payments on it, but Loancare will not release the lien and will not respond with anything meaningful. They are not acting in good faith. This is a detailed explanation of our communications with Loancare from my representative : Good Morning XXXX, I have tried numerous amounts of times to get Loan Care to send me a lien release for the deed of trust I saved to attach here for you for {$12000.00}. I let them know I believe where the confusion is this was a down payment assistance lien to the 1st mortgage. When the loan was refinanced both of these liens were paid in full and closed. They released the lien for the 1st mortgage and thats the lien release that they keep sending us ( Ive also attached it here for your records ). However they have not released the 2nd lien for the down payment assistance & we need it released before we can proceed with your Heloc. If you look at both liens you can see the recording numbers are different by one digit. The first mortgage is XXXX and its been released, the second lien reception number is XXXX and it hasnt been released. I have told them this many times and they are still sending me the same incorrect recorded copy of the 1st mortgage only. No supervisors at this company have a direct phone number so every time you call you first have to speak with a call center agent & have them transfer you to a supervisor. I have spoken with at least 5 different supervisors already and they keep telling me your loan request has been escalated but still no resolve. On XX/XX/XXXX they emailed me the loan paid in full letter attached above with no attachment, just that letter by itself. XXXX XXXXXXXX This is the email that always emails me, no one replies back to this email either so each time its wrong I have to call them and wait at least 20 minutes just to be able to speak with a supervisor. Ive emailed them & received emails from them on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and Ive also called them at least 15 times as well. I dont know what else to tell you at this point. I called them again today but they will not speak to me without another signed borrowers authorization form from you because the last one expired and they need an updated one. Ive also attached that form here as well. Thank you! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX or XXXX -- -- -- Please help us! We are making payments on our consolidated mortgage, but because they will not release this lien, I have incurred over {$5000.00} in additional material costs due to not being able to purchase materials in XXXX for the work on our house. We can not get our HELOC loan until they release this lien. We do not owe them any money. The mistake is on their end and they need to release the lien for the correct loan. Thank you for your help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage is with XXXX XXXX and their service company is LoanCare. In XX/XX/2021, I went into contract to sell my apartment and on XX/XX/2021, my attorney submitted paperwork for payoff. My apartment is a co-op apartment in XXXX XXXX XXXXXXXX, so the original stock and lease must be presented at closing in order to complete the sale. LoanCare told us they need 4-8 weeks to process the documents for payoff. We are now at the end of the XXXX week and they still don't have to original stock and lease documents for closing. My attorney and I have contacted them repeatedly by email and phone and they say the case is escalated but still open. I was also told that they now need 3 - 6 months to process a payoff, which is absolutely unacceptable, as the buyer of my apartment may walk away from this deal and I'll have to start the whole process over again. Typically, when the stock certificate and lease are lost, the attorneys will issue an affidavit of lost stock certificate and a new one is issued. This happens all the time, but LoanCare and XXXX are refusing to do this and unnecessarily prolonging the closing. Yesterday, LoanCare said they they mailed the original documents to their attorneys in New York on XX/XX/XXXX, but their attorneys say they never received them and there's no tracking number. So were the original documents really mailed or are they just giving me the runaround. This should be a simple real estate transaction, but it's turning into a nightmare for myself and the buyer. I would like to lodge a complaint again LoanCare and XXXX. Attached is my and my attorney 's correspondence with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Today I am writing in regards to a massive issue which is occurring on my credit report. When the pandemic began I reached out to loan care to be entered into the forbearance program. The process seemed to go well, at that time I was never notified of any payment due at that time or any impact of not making a payment may have. Fast forward about a year I notice on my report a year worth of late payments reported. As soon as I noticed that I made the payment. I have a stellar payment history and making payments on time is super important to me. I am very disappointed by the deception upon entering the forbearance and the lack of information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past 3 months, I have been trying to cancel the PMI on my loan under the Homeowners Protection Act of 1998. I have met all the requirements yet my mortgage lender kept denying me for inconsistent reasons. Sometimes they say my equity is not 80 % and others that I didn't meet payments history ( I attached their latest letter ). I never missed nor was late on any payments ( even according to their statement that I highlighted ) since I borrowed the loan ( see attached payments history I printed out from the mortgage lender website ), and my current equity ratio is 79.8 % ( see attachment from the the same website ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2021, my home burnt down in the XXXXXXXX XXXX. I contacted my mortgage company and filed a forbearance on my loan due to this. My forbearance was approved as of XX/XX/2021. A few weeks later, I got a notice stating my forbearance was canceled. I called back and told them of this error, they then stated they re opened my forbearance and it was all in effect again. I continued to get past due notices in the mail from them so I again called back in XXXX of 2021 to confirm my loan was still in forbearance and I was told it was. I called again on XX/XX/2021 to verify my account standing for a new mortgage I am trying to obtain. During this call I was told I was removed from forbearance again and my account is showing past due. They re submitted my forbearance to a manager to get it reinstated, however it still reported to my credit companies I was past due on my mortgage. I was in contract for another home already and this error from them ruined my family from being able to buy a new home and has made us remain homeless until this is corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This began in XXXX of this year when I missed a payment with my mortgage through the company named Loancare. I attempted to maintain some sort of payment on the account and paid {$1200.00} on XX/XX/XXXX. I found out today that the {$1200.00} did not go towards anything and that it was sitting in a surplus... In an attempt to maintain monthly payments, I paid {$1400.00} on XX/XX/XXXX that was not applied to any balance. Each of these payments were paid over the phone with live agents who neglected to tell me that these payments were null in being applied to my balance. I paid a full month 's payment on XX/XX/XXXX and a {$3500.00} payment on XXXX XXXX. I spoke to an agent on the phone at that time and have several questions about why I was receiving correspondence via mail about preventing foreclosure and she let me know that their company had made a lot of mistakes regarding the management of my escrow and where funds where going. She stated that after my {$3500.00} payment that I actually had a surplus payment to be added to other payments in the amount of {$390.00}. Confirmation number of that payment is XXXX. On XX/XX/XXXX, I made my monthly payment of {$1600.00} with the confirmation number of XXXX. During this phone call, the agent also expressed that I would be current in payment. I did stop receiving correspondence via mail about foreclosure and thought I was out of default. Yesterday, I utilized their new app to make a payment and it stated that I was a month behind in payment. I called Loancare by phone in an attempt to hear why I was now again behind in payment as was unable to get through due to wait time. With budgeting, I was going to be behind with a two-month payment. Today, my mortgage payment was applied through bill pay and has left my current bank account in the negative due to where all of my prior payments were going and not knowing I had over {$1100.00} in my surplus. Today, the first agent I spoke to said that I was indeed behind one month in payment and another payment of {$170.00} would be needed as a backlog as well. I stated that I could not make the monthly and extra payment at this time. She let me know that I could receive a refund of my payment along with a refund of the surplus money. Her exact words were that the check would ship by XX/XX/XXXX. I hung up the call with that understanding but knew I would not be able to make it to that long. I called Loancare customer service back 2 more times in which the phone was hung up on me each time. I called back a fourth time and requested a supervisor named XXXX. I spoke to him about my situation in which he gave me DIFFERENT information in that the check would take up to 5 business days to process and THEN would be shipped. He said that there was a potential that it could be overnighted but he wasn't sure. Please note that speaking with 4 Loancare agents in the past 3 months, I have received 4 different messages. It is frustrating because this has a large impact on my finances and ability to provide for myself and my family. Currently, I am in a situation of financial difficulty with no resolution. Please help with next steps. I would prefer to use a different loan provider moving forward if possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A