Date Received: 2021-10-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind over 4 years ago after my monthly mortgage payments increased, while my income remained the same. I did not qualify for a loan modification due to my income and I struggled to try to catch up for years. For the past two months I have been committed to trying to take care of this delinquency once and for all and I applied for a short sale. After years of receiving loss mitigation applications from my mortgage lender, I finally decided to buckle down and send in the documents that they required so that I could get some help and now they are refusing to help me. After all this time that I've been past due and I finally decide to make a true effort to rectify the delinquency and they do not want to stop the foreclosure. I have retained a real estate agent, I have a willing and able buyer that wants to make an offer, I have submitted all of my financial information just to be told that my request is denied " due to the proximity of the foreclosure auction '' when I sent in documents weeks ago. They had enough time to review and deny me yet not enough time to review to help me? It doesn't seem fair, but I do not know which way to turn at this point because I am trying to do this the right way and avoid just letting the home foreclose. I can't afford that on my credit at a time like this. I need someone to assist me with getting in contact with management at the mortgage company, I need to speak with a real person that actually wants to help me. Not just a representative reading a script.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78572
Submitted Via: Web
Date Sent: 2021-10-25
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: Contacted LoanCare LLC on XX/XX/XXXX to obtain a payoff amount/date. I was told via phone of the payoff amount ( {$59000.00} ) that would be good thru XX/XX/XXXX and the customer service rep also said they would send an email with the information. Based on the amount provided over the phone, I submitted a payment to satisfy my balance. This payment was submitted in the same manner as all payments have been submitted which is an electronic transfer from my bank. This transfer was received by LoanCare on XX/XX/XXXX. I had not heard back from the company and called them today ( XX/XX/XXXX ). I was told by the customer service rep that my payment had been received but had not been applied to my loan. The rep stated that because the payment wasn't submitted by Cashier's/Certified check or wire transfer it would not be applied to my loan until Friday XX/XX/XXXX, 10 business days after LoanCare received the payment. I stated this doesn't make sense, this was never explained to me and that I submitted the payment as always and by holding my payment for 10 days this would cost me extra interest. I stated the payment should be applied based on the date the payment was received ( XX/XX/XXXX ). The rep stated that wasn't their policy and it would be applied as of XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home with XXXX XXXX XXXX XXXX XXXX and my first mortgage payment was made to them XX/XX/XXXX. The loan was then sold to another lending institution but XXXX XXXX did not convey the XXXX mortgage payment. I tried to get XXXX XXXX XXXX to correct this but after 5 months of effort, I was forced to make the XX/XX/XXXX payment again to the new lending institution to avoid being in default. Every attempt to reach XXXX XXXX XXXX was unsuccessful. I called every phone number listed but could never reach a human, I sent a certified letter ( marked received ) and even drove to the XXXX XXXX office listed on their website ( which they have never occupied ). Note of clarification : I paid XXXX XXXX XXXX twice on XX/XX/XXXX ( in error ), and they did return 1 of those payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My former husband and I got a loan from XXXX XXXX in XXXX to purchase our home. XXXX XXXX sold our loan to LoanCare of XXXX XXXX, Virginia. I have been trying to pay down the principal and pay off the balance of my loan with LoanCare with the proceeds of my home insurance policy for several months now, and have been having a lot of difficulty doing so. In XXXX my former husband and I both filed ChXXXX bankruptcy and our obligation to pay the LoanCare loan was discharged. We wanted to keep our home and avoid foreclosure, so we continued to make payments on the loan. We then got a divorce in XXXX of XXXX. The divorce decree required him to give me the house and for me to make future payments, so he deeded over all of his ownership and other interest in my home in XXXX of XXXX. I continued to make payments to LoanCare on my own after the divorce, so that my son and I could continue to live there and avoid foreclosure. In XX/XX/XXXX my home was totally destroyed by fire. I filed a claim with my home insurance company, XXXX XXXX headquartered in XXXX, Iowa. I tried to explain to the LoanCare Customer Service department many, many times, that I did not intend to rebuild my home and I would simply pay off the account once my insurance claim was paid. However, rather than any acknowledgment of what had happened or any effort to work with me regarding the insurance proceeds I received, I simply received a series of identical form letters, stating that I needed to repair my property in order to avoid foreclosure. I moved in with my parents after the fire, where I have been living ever since. I have been unable to afford rent since I continued to make monthly payments to LoanCare pending payment from the insurance company. The claims process took longer than expected, but I received a partial payment of {$88000.00} dated XX/XX/XXXX. The check was made payable to myself and LoanCare as the loss payee. My ex husband was not included on the check because I explained to XXXX XXXX that he no longer had any interest in the house and had been discharged from any obligation on the loan. XXXX confirmed what I told them and then made the check payable to me and to LoanCare only, since my ex husband no longer had any insurable interest. In addition, my ex husband and I have recently been through a contentious custody dispute and he refuses to communicate with me. He will not respond to texts, calls or emails, and he refuses to cooperate with me in any way regarding the care of our son or the payment of the account secured by the house, so he would never have endorsed a check if it had been made payable to him. I endorsed the XXXX insurance check and sent it in to LoanCare with a request that they apply the payment to the principal balance of my loan. The balance at the time was {$94000.00}, and my goal was to reduce the principal as much as possible so that the interest I was paying would be on a much lower principal amount going forward. I was told at the time that LoanCare was holding the payment in a restricted escrow account and would not apply it to reduce the principal until I paid them enough to pay off the balance in full. I therefore continued to make monthly payments on the entire outstanding balance. XXXX XXXX required that the house be completely demolished before they would finalize the claims process. The house was demolished at the end of XX/XX/XXXX, and XXXX sent me a second and final check dated XX/XX/XXXX for {$36000.00}. Again, it was made payable to myself and LoanCare only. My ex husband was not on the check. I again endorsed the check and sent it in to LoanCare with a request that they pay off my account balance, believing that they would now apply it as I requested since I had paid them more than enough to pay off the entire balance. However, the LoanCare Customer Service department contacted me last Tuesday, XX/XX/XXXX, XXXX, and told me that my ex husband would need to agree with how the proceeds were to be applied, and that he would need to give them written permission to apply the proceeds to pay off the account. This was the first time I had ever been told this in the entire time that I have been trying to get LoanCare to apply my home insurance proceeds to the outstanding balance of my account. I dont understand why my ex husbands permission is required in order for me to have the insurance proceeds applied to my account as I have requested. My ex husband does not owe LoanCare anything on the loan because of his bankruptcy. He has no interest in the home securing the loan because he deeded his interest over to me. The insurance company didn't make the check payable to him, only to me and to LoanCare. ( If the checks had been made payable to him as well, he would not have endorsed either of them and I would never have been able to give the insurance payments to LoanCare. ) The payments to LoanCare came from me, not from him, and I dont think that his refusal to cooperate with me and give me permission to have the insurance proceeds applied as I have requested should result in me not being able to pay off the loan and for the insurance proceeds of {$120000.00} to simply sit in escrow indefinitely, instead of being applied as requested so that I can stop paying the interest that continues to accrue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home mortgage with XXXX, which transferred mortgage servicing to LoanCare on XX/XX/2021. XXXX sent me an annual escrow statement in XX/XX/2021 which showed an escrow shortage of {$250.00} ( document attached ). I mailed a check for {$250.00} along with their payment coupon ; that check was cashed on XX/XX/XXXX and endorsed to LoanCare ( document attached ). Because I was concerned about the servicing transition between XXXX and LoanCare and did not want my monthly payment to increase, I also transferred {$250.00} online via XXXX Bank on XX/XX/2021. ( XXXX recorded the transaction on XX/XX/XXXX. Document attached. ) LoanCare, however, credited my account with only XXXX payment of {$250.00} and increased my monthly payment. I have had multiple conversations with LoanCare customer service agents about the missing {$250.00}. Per their instructions, I sent an email on XX/XX/XXXX to XXXX explaining the problem and attaching a copy of the cancelled check ( email copy attached ). The following day, I received this confirmation from them : " We have received your recent inquiry regarding your mortgage account. Your information has been forwarded to the Processing Team. Please allow time for further review and resolution. '' After another discussion with customer service, I sent an additional email to paymentresearch on XX/XX/XXXX, again attaching a copy of the cancelled check. They replied with " We have received your recent inquiry regarding your mortgage account. Your request is still open and being reviewed. Please allow time for research and resolution. '' In XXXX, my monthly statement included a massive number of entries by LoanCare -- between XX/XX/XXXX and XX/XX/XXXX, they reversed and reapplied 57 line entries. ( Copies of payment history attached. ) In that process, they did credit the missing {$250.00} -- and then they reversed it again. My latest conversation with LoanCare was last week, when an agent once again assured me that he understood the problem and could get it corrected. However, he " could not reach the back office '' where corrections are evidently actually made, and he assured me that I would hear from him as soon as he had an answer. That was over a week ago. I told him that if I didn't hear from him by the end of the week, I was going to file a complaint with CFPB ; that is what I am doing. Note that there
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare made an erroneous unauthorized disbursement from my escrow which caused my escrow to become short. I used this disbursement to pay my property tax bill which was still outstanding. The company then made an additional payment to my property tax bill causing there to be a credit balance. I have persistently called the company week after week to ensure this credit balance will be collected and applied back to my escrow, however, this hasn't taken place and I can't even confirm if they reached out to the Office of Tax and Revenue at all. The company has placed a prorated shortage on my mortgage bill and refuses to provide a credit to my bill to fix their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: on XXXX XXXX I spoke with the mortgage company to get off my forbearance plan. I was sent trail paper work for modification. from XXXX, XXXX, XXXX, I had to make payments on the XXXX of the month. I made each payment over the phone with a customer service rep. I called end of XXXX to see would I get any upstates on how to pay my bill for XXXX since the portal never let me submit my payments. when I called the customer service they took payments of {$1100.00}. which it says it on the portal log in. the trail paper states {$1000.00}. which i was unaware I know its my fault for not reading it correctly. I was pregnant and have a newborn baby 2months now. when I called they told me my loan was breached since I didnt make the amount of {$1000.00} and now I need to have {$14000.00}. by XXXX XXXX or else my house would be in default. I feel this is unfair I take responsibility for not paying attention but again I was pregnant with a lot on my plate. I made each payment on time on the 1st. Why didnt the customer rep tell me I was short?. they accepted each payment as if it was okay over {$29.00} dollars if I would have known I would have paid it no issue. I called Lake loan care told them and the manger brushed me off said its nothing they can do and they have to move to the next caller. I really want my home I dont wan na lose it. I asked was it anything I can do I have newborn and next month ill have to lose it all. they sent me a denial letter. but why am I being denied again over such a small amount when I paid on time It was just a confusion. also why does the loan website says XXXX when I saw that I automatically figured oh this is what I have to pay. but no they took my payments and told me once it was over I breached. can anyone help me can I keep my home? its just me working my husband lost his job due to covid and im XXXX XXXX ( XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - We ( my husband and I ) closed on a home using a local-to-us title company. Shortly after ( less than one month ) our loan was sold to LOANCARE. Our closing documents as well as our Initial Escrow Account Disclosure Statement, lists XX/XX/XXXX as when County Property Taxes in the amount of {$960.00} would be paid. This amount also reflects the amount that was in the escrow account at closing, before our first mortgage payment after close. XX/XX/XXXX - Received a " Refund to Borrower '' check from LOANCARE for the amount of {$700.00}. The paperwork included only stated that our escrow account was in surplus, so the amount was returned to us. XXXX - Received a letter from the XXXX County District office stating that our property taxes were late, and were incurring late fees. At this point, I called LOANCARE to ask about why our taxes were late. At this time, via telephone, we were told that this issue would be taken care of, but we were not offered any other explanation for what happened. XX/XX/XXXX - Statement date for our Annual Escrow Account Disclosure. It reflected our escrow account to now be in a projected shortage of $ XXXX. Upon receiving the letter, we called LOANCARE to ask about the projected shortage. We were not given any direct answers. Instead, we were only told that our taxes had been paid on our behalf from our escrow account. I asked why we were sent a refund check if these taxes had not been paid yet. I did not receive a clear answer. We were only told that the taxes were not paid initially because the due date was too close to our closing date. This is not true. We closed on XX/XX/XXXX, and the taxes were not due ( PER THE DISTRICT OFFICE ) until XX/XX/XXXX. XXXX - We retained a lawyer who suggested writing a certified letter ourselves, and offered advice on what questions to ask. We did so, received a receipt that the letter was received, and waited. Eventually, we received back information that we did not believe answered our questions. XX/XX/XXXX - We paid our lawyer to send a certified letter of his own. Since this date, he has not received a response from them. I am unsure if this involves any receipt of signature or not. XX/XX/XXXX - I call LOANCARE in order to inquire about the status of our letter via lawyer. Per the customer service rep I spoke with, they received no letter. XX/XX/XXXX - We have retained new legal counsel in order to more aggressively pursue answers. This is also the date of writing this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About 2 years ago, XXXX/Loan Care purchased our home mortgage from our original lender. The transition was an absolute nightmare where we couldn't get a hold of anyone or even make our monthly payments. This was resolved after a few months of trying. Fast forward to pandemic times. We were approved for their forbearance program during the pandemic. We were promised numerous times via phone calls and emails that we would be getting paperwork for a deferment, and it was explained that we would be able to add the deferred amounts to the END of our loan. This was confirmed via phone calls and emails from Loan Care. We've called numerous times for the paperwork that they promised they would send on a few occasions, and we are now told ( now that our grace period is coming to an end ) that they are now denying our " approved '' deferral and we must pay in full the deferred amounts, which is impossible and against everything they have promised this whole time and what was agreed upon. We also just received a notice of foreclosure if we don't resolve everything within 30 days. This is an absolute scam and sham. The last person we talked to from Loan Care said they can deny this for no reason and " just because ''.
Company Response:
State: WA
Zip: 98391
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my home was sold and the loan paid off. I have repeatedly contacted XXXX XXXX, XXXX. and requested they refund my escrow balance. In addition to XXXX calls made to them, I have emailed them the request on their website to no avail. I have always had issue with them in managing of my escrow since the date my loan was transferred to them in XXXX. It even included a situation of my homeowners insurance being cancelled for non-payment although they clearly had the funds in escrow. I am in process of purchasing another home and need my funds refunded now. It has been XXXX days and not a word from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77066
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A