Date Received: 2023-12-03
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I sent to two of their emails two full and complete applications for mortgage assistance, on the XXXX of XXXX and the XXXX. When I called in to check since they said five days, I called over a week later to be told that one email was not being monitored and they see no application what so ever being sent regardless of my mailbox saying it went through. told them I tried to do the application on the web site but it kept saying error to their response we are aware been having issues with the system. They then asked me to fax it, this was XXXX days before XXXX XXXX. I tried but would not go through. I am then told their systems had been hacked and at the same time I discovered that my bank account had been breached and my bank put my account on hold once I mentioned the situation with loancareXXXX XXXX XXXX I could not have my account bank up and running until I got my new card. I tried to call the company but now all lines are down. I called because I had my payments set up but now would not go through because my bank account was hacked. I attempted on the XXXX th of XXXX to do the application on line and it appears they said they would contact in XXXX days I also resent it again for a third time the whole application for assistance to the email they said to send it to. Weather or not their hack has anything to do with my bank account breach I dont know but at this moment I need to have this on file with an official complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have a mortgage with Loancare. In XXXX I made a payment towards my loan. They never applied the payment even though it was deducted from my bank account. The lender is stating I am 2 months behind when in fact I only owe for the month of XXXX. I have sent numerous emails and tried to call but the call center is shut down. I provided proof of payment by sending pictures of my bank account being drafted as well as a confirmation email from the company that it has been paid. I am getting no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48036
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I been trying to make my XXXX and XXXX payment since XXXX XXXX and I cant get a hold of anyone lines are down, emails arent working. Im going crazy. I dont want to loose my house. I saw in news, social they have been down due to attack. Its XXXX that makes XXXX payments and I can not loose my house I have been trying to make the payments. Call every day, I cant log in, Im just going crazy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08360
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XXXX of XXXX, my mortgage was sold to LoanCare. I have been trying to make a payment for the month of XXXX and so on Thursday, XX/XX/XXXX, I logged onto the LoanCare website ( as I normally have for the last 2 years ) in an attempt to make a payment. Each time I try, I am able to enter my username and password, however the page does not load. After several failed attempts, I decided to go on XXXX to search for any mention of their site crashing. To my surprise, I came across an article that was released a couple days prior stating that LoanCares website was offline due to a cybersecurity incident. As of today, XX/XX/XXXX, LoanCare has yet to release a public statement about the breach, how they are going to rectify this issue, whats being done, and alternative methods of payment. Since Thursday, XX/XX/XXXX, I have called over 20+ times with no luck in getting a live agent. After doing some additional research, I stumbled upon a XXXX page with close to XXXX customers who are having similar experiences ; Some of which are reporting fraudulent charges or even multiple ACH payments. It is ridiculous that no emails have been sent out, there is no mention of the breach in either media outlets, the website, or email ; Its ridiculous that there is no way to speak to a live agent so that we can pay our mortgages and it is completely ridiculous and unacceptable that no public statement has been made. We need answers!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: For the third time this year, I requested an escrow analysis be run on my account with different information regarding my tax bill. I received my tax bill from the county and requested yet another escrow analysis ( XX/XX/2023 ) be run because the bank has my estimated taxes at over {$7000.00}. My actual bill is only {$2700.00}. Their overestimate is causing me to pay almost {$500.00} more a month then needed. I would like my escrow to be fixed and a refund for the overpayment. If I am calculating things accurately, I do believe I should be receiving a little over {$4000.00} back due to their error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29745
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: Contacted XXXX LoanCare by phone on XX/XX/XXXX and requested written payoff of mortgage that was required for sale. Close date should have been XX/XX/XXXX. The breach they experienced was never communicated to me until XX/XX/XXXX, saying their systems were back online. A payoff has still not been provided, despite 3 additional requests sent by myself and the closing title company ( XXXX XXXX ). Im now being forced to close on the sale without any knowledge when Ill get the money from the sale ( over $ XXXX is due to me ). Attempts to call the company say our agents are unable to help you at this time. Press 1 to return to the main menu or hang up. The attached communication is the only information Loancare has sent regarding any of this- received XX/XX/XXXX at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95403
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I cant request information from Loancare because their phone system is still not available. They only have one option # 1 and either clicking one or hold then the system mentions about business hours, sorry for the inconvenience and then disconnects.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48088
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX, XXXX XXXX XXXX began servicing my mortgage several months ago. The first issue we encountered was them automatically purchasing hazard insurance for us when had had already provided them documentation we had a current policy. It took several hours and weeks to resolve the issue. Their phone system is a loop of options meant to discourage real customer contact. In addition, they could/would not provide a direct phone number for their insurance center, or an email contact, on any letters or their website. It took multiple calls to their general Customer Service center to find an agent who was competent enough to help find the right person to speak with. Today, when I logged on to pay my mortgage, their newly designed website timed out and ended up charging my bank account twice for the mortgage. When I attempted several times to call them, their phone system was not working. Furthermore, there is no email system to help make inquiries about mortgage payments or other service issues. This company is clearly trying to save money by eliminating options for human contact or and has been beyond slow and unresponsive. Thank you for allowing this complaint to be filed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Their newly updated website is completely unusable. Every time I try to make my mortgage payment, it sits idle for half a minute and then spits out an error saying there is something wrong. The entire website takes a very long time to load, even when I go to my profile to check what payment methods it has, it initially shows none, then after some time shows the payment method I use. The previous version of their website was at least functional, this is hindering me from being able to pay my mortgage on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49009
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I attempted to make payment online. Online payment system showed error message. Received email stating 7 transactions were initiated. I contacted my bank who says no payment was initiated. I attempted to call and the automated system advises that no representative can speak on issue. I would just like to make a single payment and online help center and phone do not work to resolve issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A