Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicing was transferred from XXXX XXXX XXXX to LoanCare LLC. on XX/XX/2021. The transfer documents stated payments due on or after XX/XX/XXXX should be paid to LoanCare LLC. However, I made a payment of {$3800.00} to XXXX XXXX XXXX through an automated payment system on XX/XX/2021 for my payment due XX/XX/2021. After the loan was transferred, my statement for LoanCare LLC also showed that I owed a payment on XX/XX/2021. I later made this payment a second time to LoanCare LLC on XX/XX/2021 in order to avoid late fees. On XX/XX/2021 the escrow ( {$550.00} ) and principal ( {$1300.00} ) portions of my XX/XX/2021 payment to XXXX XXXX XXXX were made as payments to my loan on my LoanCare LLC account. However, the interest portion of the payment ( {$2000.00} ) never appeared. I contacted both XXXX XXXX XXXX and LoanCare LLC via their customer service lines on XX/XX/2021, however neither company was able to fix my issue. XXXX XXXX XXXX stated that the payment was applied to the loan at the time of transfer, as it was made before the transfer date of XX/XX/2021. LoanCare LLC said that this payment did not show up in their records, and advised me to contact XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/2021, XXXXLOANCARE LLC has not fully resolved my prior complaint with the CFPB. The company still has my principal and interest payment at {$2200.00}. This is incorrect. In the loan modification correspondence ( see attached ) dated XXXX, XXXXXXXX XXXX, LOANCARE , LLC. stipulated that my principal and interest payment would be {$1900.00} effective XX/XX/2021. The first payment was due on XX/XX/2021. They fixed the escrow piece that was incorrectly processed by their escrow department and lowered my escrow payment to {$950.00} via the escrow analysis dated XX/XX/2021. However, the escrow department failed to have the updated principal and interest amount in the new escrow analysis that was stipulated in the loan modification documents. The escrow analysis ( see attached ) stated my total mortgage payment is {$3100.00}. This is incorrect. The totally mortgage payment should be {$2800.00} based on the modified principal and interest, plus the new escrow amount. LOANCAREXXXXXXXX XXXX XXXX should be shut down. Their handling of loans as a servicing company is unprofessional. I wish to be transferred to another company that will handle my mortgage payments with accuracy and care. This has been an awful experience, and I should not have to contact the CFPB to actually get things resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare , LLC services our mortgage. They have been notified twice by phone about a mortgage payment mailed via Certified Mail that has been sitting at the post office since XX/XX/2021 at XXXX XXXX and is ready for pickup. During a second call to their Customer Service the person I talked with took the tracking number from me to follow up. This is the second consecutive time this has happened. They are refusing to pick up the Certified Letter containing our mortgage payment. We will be marked as late on XX/XX/2021 which will have a negative impact on our credit histories and scores. The Certified Letter will be returned on XX/XX/2021 if not picked up before that date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The purposes of my complaint are to inform CFPB of LoanCares poor customer service, predatory loan practices, and to dispute information that LoanCare ( or XXXX XXXX XXXX XXXX ) reported on my credit reports with all three major credit reporting agencies, XXXX, XXXX XXXX and XXXX, that my mortgage payments from XX/XX/2021 through XX/XX/2021 were paid late. Effective on XX/XX/2021, LoanCare approved a modification of my mortgage loan. However, I received inaccurate information from LoanCare customer service representatives before, during and after the application process for the loan modification that adversely impacted my credit. For example, in early XX/XX/2021, a customer service representative told me that I did not need to continue to pay my mortgage during the application process. She transferred funds from my escrow account to pay my mortgage in error. When I reviewed my account on MyLoanCares website, I saw two misapplication reversals in the amounts of {$1600.00} and {$1600.00} dated XX/XX/2021. I made an inquiry to a LoanCare supervisor through the website. An electronic copy of this inquiry is attached to this complaint. The supervisor contacted me by telephone and informed me that my mortgage should not have been paid from funds from my escrow account and that the fees were reversed. She assured me that she would make the necessary corrections and LoanCares error would not have any adverse impact on my credit. However, my mortgage payment was reported to all credit bureaus as late because of the false information that I received from LoanCare staff. Due to my receipt of false information from the customer service representative, my mortgage for the months of XX/XX/2021 and XX/XX/2021 were paid by cashiers check in the amount of {$2800.00} on or about XX/XX/2021. LoanCare cashed the check on XX/XX/2021. A copy of this XXXX XXXX cashiers check is provided as an attachment to this complaint. During the application process, my online account was disabled and I was prevented from paying my mortgage online. Customer service representatives also informed me that any information shown on LoanCares website would be inaccurate pending completion of the loan modification process. They said that the process would not be fully completed until late XX/XX/2021 because certain documents had to be filed with the state ( District of Columbia ) and with the U.S. Department of Housing and Development ( HUD ). Although I paid my mortgage on a consistent basis, the receipt of this inaccurate information resulted in a domino effect of my mortgage being reported as paid late to the credit bureaus from XX/XX/2021 to XX/XX/2021. I believe that LoanCare engages in deceptive and predatory loan practices because I was provided false information deliberately to sabotage my efforts to restore my credit. For example, I spoke with several LoanCare representatives who told me that I did not need to continue to pay my mortgage during the loan modification process. However, I received conflicting information from a LoanCare supervisor who said that I should continue to pay my mortgage in a timely manner. Additionally, LoanCare added unknown fees to my account and reported them to the credit bureaus as unpaid although I have never been informed by LoanCare why I am being charged such fees. For instance, I filed a complaint with the CFPB about a {$750.00} attorney fee that LoanCare charged to my account recently in error. LoanCare is preventing me from being able to improve my credit and refinance my mortgage loan with a different lender due to their unfair practices. In XX/XX/2021, I had mold remediation work completed in my basement that entailed the removal of all of the walls, insulation and baseboard because they were saturated with harmful mold and moisture. Completion of this project was essential because my son has XXXX and both my son and I were experiencing physical symptoms from the mold such as XXXX, XXXX, XXXX, XXXX XXXX and fatigue. However, the removal of the walls, insulation and baseboard resulted in pests, such as mice and large rats, being able to enter my home through the basement easily. I recently applied for a home improvement loan from my credit union and another lender to remodel the basement, including installing drywall and baseboard, to prevent the entry of pests into my home. I was turned down for the loans because of the adverse information that LoanCare put on my credit reports. This matter is very stressful for me because I need funds to remodel my basement to prevent the continued entry of unsanitary and destructive pests in my home. This is a crisis that presents a serious and dangerous health and safety issue for myself and my son that will likely get significantly worse during the winter months. Due to the adverse information that LoanCare reported to all of the credit bureaus, it will make it difficult or impossible to obtain other housing for safety reasons. I am especially concerned that it will take 90 days or longer for LoanCare to make corrections to my credit report. Therefore, my son and I will be forced to live in an uncomfortable and unsafe home environment because of LoanCares predatory practices and poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I filed chapter XXXX bankruptcy XX/XX/XXXX. My mortgage was not included and has been and is still being paid on time every month. My credit report states I filed bankruptcy on my mortgage and does not show payment history or balance since the filing of my bankruptcy. I am in good standing with my mortgage and it should be used to increase my credit score but instead there is no info. I had problems with them already holding my payments and not posting them and reported them to the irs for not posting my XXXX and XXXX payments that were taken out of my account in XX/XX/XXXX and they put in a holding account and didnt post until XX/XX/XXXX so they didnt include on my mortgage interest statement. I provided documents to IRS and they told me I was correct and to claim it and they are investigating them now. They keep holding my payment in a holding account making it look like its late on my statement when it arrives and it clearly states XXXX thank you for payment ( in holding account ) when I call they tell me not to worry about it but they are obviously scamming me. And XXXX did nothing about it. Obviously if I had submitted my house in bankruptcy I wouldnt be paying it and it would have been taken from me. I pay on time every month!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX was negligent in their credit reporting and caused irreparable harm to our credit rating with in their incorrect credit reporting. On XX/XX/2021 they reported that I was 30 days late on my mortgage. This resulted in my credit report to plummeting by XXXX points to an unfavorable rating. We did a payoff on our mortgage on XX/XX/2021 and requested a payoff quote on XX/XX/2021 from the lender. The lender reported it as paid in full on XX/XX/2021. I spoke to the lender and the lender confirmed that it was paid in full. We closed on the sell of our house and the closing attorney paid off the loan balance. XXXX needs to act immediately and remove the negative mark on my credit file and my husbands.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our home was sold for {$250000.00} on XX/XX/XXXX. We purchased our home XX/XX/XXXX for XXXX. Loancare purchased our loan for {$250000.00} XXXX XXXX. My concern is that In XX/XX/XXXX our principal balance for our home was {$240000.00}. When we did our loan modification because we received a letter that we were behind on our escrow for almost {$10000.00} we were in shock. Our new payments went from {$1900.00} to {$3400.00} within a 2 weeks notice at the end of XX/XX/XXXX and they wanted the first payment of the new amount XX/XX/XXXX. We made one big payment of {$2800.00} XX/XX/XXXX and we came to an agreement to make payments of {$2000.00} for 5 months. This was a modification that they were able to help us with. In XX/XX/XXXX we were able to come to an agreement of monthly payment to {$1900.00} this is where we signed the loan modifications about our monthly payment. But we were not told about the {$72000.00} and how they came up with that number. Of course this being new to us we thought we were being helped to keep our dream home, that we worked hard for. In the end this was a downfall because in order to sell our home we needed to pay {$250000.00} almost {$8000.00} more than what we paid for our home initially. I want to know where did all our monthly payments from XXXX XXXX XXXX go to. I feel like we were cheated and no one from the mortgage company could give me an answer of where all our payments went to and how they came up with {$72000.00} in the partial claim. You cant tell us that we made no payments towards are home for the last 4.5yrs. Can someone please help us with getting answers and trying to figure out how we paid more for closing on our home then when we first purchased it 4yrs ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been dealing with XXXX and XXXX regarding late payments reporting falsely on my credit report. They keep giving me generic responses. However I have provided them PROOF that it was on time. Loancare told me they can't fix it on their end and I had to talk to the bureaus. It's just the run around. This is harming me. And it's falsely reporting. My payments have always been on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Claim to have no payments in 2020 I receive statements from two different companies. Escrow depleted without proper billing Increased insurance amount without authorization. There is another person on my loan docs but not the loan and it's not authorized Privacy breach Excessive billing tactics during automatic stay. Billing statements don't match what was mailed between both companies Billing doesn't match credit filling Company filed negatively during diferment which kept me from getting a lower interest rate. This company violates all kinds of federal laws
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loancare is attempting to foreclose while I am in forbearance. This forbearance was approved XX/XX/XXXX through XX/XX/XXXX per attached letter from Loancare. This was approved on XX/XX/XXXX, a full 16 days prior to the 30 day response period given in the XXXX XXXX XXXX attorney letter dated XX/XX/XXXX. They filled initial foreclosure paper work on XX/XX/XXXX in error. I want this removed from the Land Court and Registry of Deeds. All documents that support the above timeline are attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01602
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A