Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a homeowner that had put my mortgage on forbearance at the start of Covid-19 with LoancareXXXX. Since then, as recent as XX/XX/2021, I received a written letter from Loancare/XXXX that my forbearance would be active until XX/XX/2021 and that approx 30 days prior to it expiring, I would receive information from LoancareXXXX outlining options and next steps to defer missed payments and/or mortgage forgiveness for the missed payments. As of today, I still have not received any additional details from LoancareXXXX however their customer service team continues to call me multiple times per day threatening to foreclose upon me and remove me from my home and yet they have not provided ANY options to resolve my situation. I am begging that your agency please steps in to help resolve this matter as I can not find a point of contact within Loancare/XXXX ( despite the HOURS I have spent on the phone with them and being placed on hold ) to get this ordeal resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07306
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to Covid affecting my business and our families finances, I put my mortgage in suspended payments under the CARES Act. In XX/XX/XXXX, I attempted to extend for 90 additional days. I received an email for Loancare stating it was approved but did not have any dates. I called Loancare on XX/XX/XXXX as I had not received any further letters or emails regarding the extension and I had also checked my account online but there was no information on the request. When I called on XX/XX/XXXX I spoke with a rep named XXXX XXXX XXXX. She informed me that the suspended payment request was approved until the end of XX/XX/XXXX XXXXShe explained any payments made during that time would be tacked to the end of the loan and that I should contact Loancare mid-XXXX to notify them that I wanted a deferred payment plan. I also explained to her that I had received a modification letter in the mail prior to XX/XX/XXXX dated XX/XX/XXXX. I explained I did not want a modification only a deferred payment plan. She again recommended I contact Loancare end of XXXX to notify them that I wanted to defer the missed payments to the end of the loan. I also explained to her that I had not received a letter of confirmation of the suspended payment and she said she would send a letter by email and confirmed the email address on file was correct. She said it could take 20 minutes to receive it. I never received the email confirmation. On XX/XX/XXXX I called Loancare and spoke with XXXX. He informed me I was approved for a modification plan and that I did not have a suspended payment currently. He said he did not know why the other rep, XXXX had told me that and that she must have been reading something wrong. He said he would contact the Dept that handles that to notify them I wanted a deferral not a modification. He said not to worry about making a payment during this time as it is being researched and it could take 30 days. He said to call back the following Tues for the status of the deferral request. I contacted Loancare on XX/XX/XXXX and spoke to XXXX Id XXXX. She informed me that there was no record of a suspended payment plan going forward. She transferred me to Loss Mitigation. I spoke to XXXX in Loss Mitigation. She informed me I did not have a current suspended loan payment plan and that my deferred payment was not resolved and that any payments I made would be added to the end of the loan. I explained I was worried about the payments because I was told that we had been approved by XXXX on XX/XX/XXXX that it was approved but that nobody else at Loancare could give me the same answer. I also informed her that the Loancare website would not allow a payment to be made. She said there was a problem with their website. ( the website has not worked for making payments 3 weeks prior ) She said she would let the underwriters know that I wanted a deferral not a modification and that I won't hear anything back regarding it for 30-45 days. On XXXX I called back to see if Loancare had any information. I had checked the website and there wasn't any information on it and I was not able to see when my next payment was due. He said I would receive an email from him that confirmed a deferral plan was requested. I asked him about any payments being due because it wasn't on their website and he said the payments on the site had been down awhile. He said no payment would be due until the deferral was approved it would take awhile to complete the process. I explained that I was concerned as every time I called I was told a different answer. On XXXX I contacted Loancare I spoke to 3 representatives on this date. The first was XXXX XXXX. She said I was in approved for a modification plan and that I wasn't qualified for a deferral. She didn't know what had disqualified me that maybe I had missed a payment. I called back again and asked to speak to a Loss Mitigation supervisor, XXXX. She said she would check with underwriting and call me back the next day. She never called me back. Around that week I called again and spoke XXXX XXXX XXXX. She said I had missed XXXX and XXXX payments and that was why I was not qualified for a deferral. She said she could take the payments by phone. I made the 2 payments by phone. She was going to talk to underwriting to see if making the 2 payments would work with getting the defferal approved. I never heard back from her. I called Loancare/ Loss Mitigation dept several times. I finally reached XXXX XXXX and found out the deferral was approved and my next payment would be due XX/XX/XXXX. Around XX/XX/XXXX I received 2 letters at the same time. One dated XX/XX/XXXX that my deferred payment plan request was approved starting XX/XX/XXXX and expires XX/XX/XXXX. The other letter dated XX/XX/XXXX stated that I was approved for a Payment Deferral and describes the terms of the agreement. My complaint is that I think Loancare representatives could not give out clear information regarding the deferral request. I suspect this was done intentionally in order to coerce me into a very bad loan modication program that would not have lowered my payments and instead extend my mortgage to a 40 year mortgage. The letter I received in XXXX stated to accept the modification begin making the trial payments on XX/XX/XXXX. The letter also stated that if I did not make the I might be referred to foreclosure. The letter stated that I should contact Loancare if I wanted other options besides the Modification but every time I called I received a different answer. I want to know how the 2 payments were applied that I was told were for XXXX and XXXX as one of the reps I had spoken with stated all payments made during the " interium '' ( waiting for a missed payment plan0 would be applied to the end of the mortgage. If this is the case I would like {$4100.00} I paid in XXXX by phone back. If I am approved for a suspended payment extension until XX/XX/XXXX I would like to be able to do so. I have been hit hard financially because of Covid as I own a XXXX XXXX XXXX XXXX XXXX. Ideally I would like the payments of {$4000.00} that I was forced to make back and I would like the suspended payment plan that was approved until the end of XX/XX/XXXX. After that date I would like to resume regular payments and have the missed payments deferred to the end of the mortgage as I was told on my first call to Loancare on XX/XX/XXXX i would be able to do and from my understanding of the CARES Act this should not have been such a complication. This would also give me time to get back together financially.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My problem is with loancare. I paid them in XXXX and they say I didnt. I sent them the proof, but continued to report that not paid. Now they are stating XXXX wasnt paid. Sent them the cancel check. I was told there would be a freeze on the account until the issue was resolved, but there is not. Please help correct this error. There is also a problem with XXXX. They are stating the bill is delinquent, but they never send me a statement. Spoke to them on several occasions. Please help. Thank you so much for your consideration. XXXX & XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX, I requested a forbearance on my mortgage with LoanCare and at the time I was 30 days past due. I made the past due payment in XXXX, but my credit report shows I was 30 days past due until XX/XX/XXXX ( See attached image ). Every time you call LoanCare you hear the forbearance recording and in that recording it states that " if you are able to bring your account current during the forbearance plan, we will report it as current ''. ( Part of recording is attached. ) When I talked to the LoanCare representative and told her what the recording said, she stated in was miss leading and what it mean, was if you had a missing payment and paid it and the forbearance payments then your account would be current. Also, when I tried to log in to my account to get a payment statement to attached, I could not, even though my username and password were correct. When I called them, there were XXXX callers ahead of me in the queue. Unacceptable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we were noticed by Loancare that they had not rec 'd our mortgage payment, we immediately contacted them that the payment, check XXXX for {$460.00}, was mailed XXXX XXXX. At any rate we mailed a check immediately in the amt. of {$980.00} via registered mail to cover the paymt that had not arrived and for the next month 's payment plus the late charge. We then learned that Loancare had noticed the credit bureau that we were " delinquent '' resulting in the deminishment of our credit rating!!! Fast forward to present ... On this month 's bank statement that we use solely for the property I noticed a check XXXX for {$460.00} had gone thru. Our current payment w/loancare is now {$500.00}, but I remembered the amt. as that of the former paymt. Loancare did not contact us stating the XXXX XXXX XXXX check had been applied. The {$460.00} check showed up in our statement. We went to our local bank to obtain a copy of the check, the one dated XXXX XX/XX/XXXX the reverse side shows it deposited XXXX XXXX XXXX this also confirmed by talking to a Loancare person. We received no information as to whether/how this amount would be applied to our acct. Loancare would not provide us with any information on when they received the payment, nor how it was processed. Loancare should have a record of when they received the payment, by copy of the envelope and copy of the payment notice sent by us as required. However that person seemed to imply I needed to " prove '' where the check had been all this time... I told that person they needed to prove it was not mishandled in their office! AT any rate we feel we have been wronged in that Loancare did not notify us about the " errant '' check arriving nor did we have any say how that overage was to be applied. Loancare has an email address for us because we have asked affirmation of payments rec 'd due to the former mishap. This is mention to illustrate how easily we could have been informed in this matter. Only we have made contact tho " loancare seems to put responsibilty on us for cleaning up their mishandling. Upon receipt of that " late '' check we should have been notified, we should have had a say in how that amount should have been distributed. I would have preferred those funds be applied to the escrow account. I feel Loancare should retract the report to the credit bureau so our rating can be refurbished, I feel Loancare should reimburse our late charge. We were not remiss in payment as our payment history w/that company can establish. Our current bank statement shows that we are currently writing checks in the XXXX 's, quite a discrepency from the XXXX. We have gone to great lengths to try to have Loancare clear our names in this matter but they say it is our responsibility. Please contact us and let us know what additional information is needed, if any, to help you in the complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28739
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a forbearance plan with my Mortgage company. They stated there was no penalties for the plan. Now that I am contacting them to restart payments, they have done a loan modification, however the modification includes interest on the mortgage during forbearance resulting in my total owed for the house going from {$300000.00} to {$320000.00}. Nothing i completed stated that there was interest acruing during this period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78233
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are currently on a Forbearance plan as of XX/XX/XXXX. The paperwork that I received and the call that I had with the rep that initiated the FB plan confirmed that the plan ends on XX/XX/XXXX. I sent an email to the LM department to extend my FB plan and then followed up with a call to see if there was any progress on it being processed. When I called on XX/XX/XXXX and told the rep I needed to extend the current FB plan, she set me up on a repayment plan for XXXX per month to begin in XX/XX/XXXX. I can not afford my current payment so why would I enroll in an RPP???!!!! I called on XX/XX/XXXX and the guy couldn't help me because he was not in LM and could not see the RPP that was set up in error. I called XX/XX/XXXX and spoke with 3 reps. One who was not in LM and needed to transfer me, the 2nd one put me on hold and then transferred me for no reason and the 3rd was able to advise that i need to call back XX/XX/XXXX to have the plan extended. She said the plan didn't end until XX/XX/XXXX. Who extended my plan by 1 month without my knowledge and why isn't Loancare being efficient when it comes to this process?!! Furthermore, why am I having to call back to have the plan extended instead of being able to self-service? I hate talking to them everytime I call because its always some nonsense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 LoanCare/XXXX XXXX offered me a Flex Modification Trial Period Plan. I sent the first payment in by XX/XX/2021 and then spoke with a Loancare agent ( who called me ) to confirm I was accepting the Trial Modification. I then made the next payment by XX/XX/2021 ( per the Modification agreement ). On XXXX XXXX I was informed XXXX XXXX sold my loan to a private investor and would transfer on XX/XX/2021. I then confirmed with XXXX XXXX ( the new loan servicer ) that they would honor the agreement. Unfortunately this was over the phone. In the mean time I received one last statement from Loancare with a note in the Important Message section that states : Notice Regarding Loss Mitigation : Program participation was agreed to. I have made all the trial payments on time. However once the final payment of the trial was made I did not receive a Loan Modification Agreement from the new servicer as stated in the agreement from Loancare. XXXX XXXX has a note that says my payment is XXXX ( which is to be the new payment per the Modification ) and this is the amount I have paid during the past 3 months. However I am now receiving notices saying my account is severely past due but nowhere does it reference my modification plan. Additionally the last payment of the trial period has been paid however I have not received the Loan Modification Agreement as stated in the Flex Modification Trial Period paperwork.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: i had a mortage with loan care loan number XXXX phone number XXXX or XXXX the loan was paid out on XXXX i sold the house loan care report to credit agency that i took out from them forerance plan which i never did due covid 19 and now i am applying for a refiance and the credit agency now got report from loan care that i apply for forberance plan which i never did now underwriting for my refiance is telling they need letter from loan care that i never apply for a forbarance plan which i need to go foward under covid forbarance plan no bank should never report to the credit agency thanks XXXX XXXX XXXX sunny day way XXXX fl XXXX phone XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They sent us a letter offering a forbearance because of Covid. We took a three month forbearance. Ever since the first month, we are receiving notices of late payment, and harassing phone calls about late payments. I have received a call from them every day this week. I have called to speak with them and they assured me that the account is in forbearance. They didnt know why we were getting the letters but said they were probably automatic. They could not verify that they are not reporting negatively to the credit agencies. In addition to the attachment below, we have received two other late notices. Ive had to call to get them to remove late charges assessed.
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: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A