Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home closing was XX/XX/2021. My new mortgage was immediately sold to LoanCare XX/XX/2021 although I was told my loan would not be sold. I already had my direct debit setup through XXXX XXXX and had to call it in to get it setup through LoanCare. Tried for 2 days to get into the LoanCare site- it's down. Links on this allegedly secure site are not active, SMS text messages to phones to verify the account are hit or miss - regardless none of them will verify you as the account owner or let you complete sign up. Big problem on a secure site- indicates there's nothing secure or viable about this mortgage site, nothing is locked down. Information can be entered but not kept confidential. Had over 60 minutes tech support with LoanCare, they say no one is having issue. Site checkers say otherwise with many, many people at risk of not being able to pay due to a faulty website. None of us can get into their site to setup payments. Worse - this company holds personal and banking information- they have a responsibility to maintain a secure, working site. LoanCare Website : https : XXXX XXXX XXXX XXXX XXXX XXXX & XXXX Just one of the Loan Site Down Logs : https : XXXX Another site stating same : https : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85374
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see also my complaint XXXX Today I received a letter from MyLoancare, accusing me that I missed my XX/XX/2021 mortgage payment and was threatened that Myloancare would report missed Payments to the major credit bureaus. I a phone call with the Loss Mitigation Team from MyLoancare on XX/XX/2021 at XXXX XXXX I was assured that I am on a approved Forbearance plan and that my next payment would be due on XX/XX/2021. I am very worried, that I loose my house and that their reporting ruins my credit score. I called several times and sent around 20 emails. I always get a standardized answer that my email was forwarded to their " Specialists '' and I would get an answer soon. I never - ever - received and answer. I don't know what to do anymore, this company never answers. On XX/XX/2021 I checked my account on their website and i could see my Forbearance plan and that the next payment would be due on XX/XX/2021. After receiving this threatening, intimidating letter today, I checked again and it was gone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage loan with LOANCARE. they are reporting to the credit burau the account is " FHA REAL EA+STATE LOAN ; ACCOUNT INFORMATION DISPUTED BY CONSUMER. I called the company and said I no longer dispute the account information and would like this removed. The company said to fax a written request to a number they gave me and they would remove this. I did this. they didnt remove it. I called back and they said they refused to remove this information and laughed at me. I asked why and they said because they do need to change this regardless of the fact I dont dispute this information. They are refusing to remove this so I have to continue to pay them higher interest than the market
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84084
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/2021, XXXX/LOANCARE 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 XX/XX/2021, 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. LOANCARE/XXXX 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: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Despite my loan serving company LOANCARE being professional and polite they have been inconsistent, incorrect, and have unfairly denied me the " full extent " of my rights under the Cares Act and the VA Administration 's requirements for VA funded loans as it pertains too being granted # 2 consecutive 180 day forbearance periods as well as # 2 additional 90 day extensions if requested by the borrower due to the pandemic hardship. However I was not provided the full term I was entitled too by law. And to date I have not been able to have them manually correct their error and or flaws in their forbearance extension process. ( That I was instructed and directed to contact via # 4 separate phone message requests ). The fact remains I was denied the complete first 180 day period allowed under the Cares Act, due to a very misleading and completely unmanned or unmanaged automated phone process. I am not saying their continuous looping automated unmmanned system with no prompts to exit to a live agent was done intentionally to shorten borrowers allotted time under the Cares Act, however it has directly caused the situation now being addressed in my complaint. Let me explain the time line and facts : On or about XX/XX/XXXX I called LOANCARE who services my VA Loan per a suggestion from my VA Rep. and requested a 180 day forbearance under the cares act. I was given and granted " one option '' a " FULL '' 180 day forbearance period that would be automatically extended when it ends if still under hardship for a second additional " FULL " 180 day period, and if needed followed by two additional 90 day extensions. I was told that " there was nothing else I had to do, meaning as long as I was still experiencing difficulty due to circumstances of the pandemic " I DIDN'T NEED TO CONTACT THEM AND THE SECOND 180 DAY FORBEARANCE WOULD AUTOMATICALLY GO INTO AFFECT AT THE END OF THE FIRST 180 DAYS " ( Both WHICH WOULD HAVE ENDED THAN APPROX. XX/XX/XXXX ) AND NOT ON XX/XX/XXXX 55 # DAYS EARLIER AS IT IS SCHEDULE TO END AS OF NOW!!! Additionally I was sent at least two emails from LOANCARE stating the exact same instructions, I WILL INCLOSE COPIES IF POSSIBLE. So I was told verbally during my original approval and subsequently in writing on several occasions I din ; t have to do anything to have the second 180 start at the end of the first 180 days. However by the first week of XX/XX/XXXX less than 90 days into the 180 day forbearance I began receiving at least # 2 or more phone recorded messages per week from LOANCARE stating I needed to call a certain number as soon as possible. After the fourth call and being concerned as to why are they calling I called the number. The number was automated and looped with no prompts to speak to any live agent. The recording basically discussed the forbearance and if you were still experiencing hardship and it prompted borrowers to select certain prompts to confirm still having hardship etc. After three full consecutive attempts and no other choice I decided to continue through the recorded message and the prompt asking to confirm I was still experiencing hardship. That call took place XX/XX/XXXX. however the result of the call was the system ended my originally approved first 180 day period under the law and started the second one immediately simply by confirming the borrower was still having hardship as requested to get through the process, I thought perhaps as I confirmed I could finally be rerouted and speak with a live agent and fine out exactly why this was requested, why I was called in the first place when told I wouldn't be contacted nor would I have to do anything to get approval for the second term when the first one ended. And why not automatically extended etc ... AS INSTUCTED I can't imagine how many other people were directed to this misleading process and have also now lost days they were entitled under the law. Finally, I called on Friday XX/XX/XXXX within 30 days later as I realized they shorten my allowed time by 55 days and spoke with a XXXX the call is logged. She explained because I was behind that is why the calls went out and I stated I didn't by that excuse because I wasn't called in late XXXX, XXXX XXXX or XXXX. I told her I want it manually corrected to reflect my full 180 days for both periods and should be extended to XX/XX/XXXX. She replied well sir under the Cares Act and VA regulations when it ends in XXXX XXXX, XXXX you can simply request up to two additional 90 day extensions. I replied why do I have to start my two additional 90 day periods nearly two months earlier because of their faulty process and she had no answers, At that time I requested a supervisor. At that point I spoke with a female supervisor XXXX XXXX and I went through everything again. First she stated originally when I applied I should have been given three options # 3 months # 6 months and a # 12 month forbearance period. I explained I wasn't and I was again told # 2 # 6 month periods with nothing to do in between per my application and first call and several follow up emails it would extend automatically. Than I explained what XXXX stated I could still apply for two additional 90 day periods and I again stated why do I have to request those 55 days earlier than I should have under my original approval??? She went to check some notes and returned and seemed completely confused! She than stated actually under the Cares Act people could only get two 90 days total, I was shocked and stated I beg to differ and you told me when the call started I should have been offered three choices of 3 months, 6 months and 12 months, now your saying two 90 day periods total, the conversation didn't make any sense beyond that point and she seemed very confused and said well sir I will look into the calls, and options and your request to manually correct the date to include the additional 55 days I felt I was cheated out of getting under the law, and she would contact me by phone, To date no one has contacted me or corrected the date from XX/XX/XXXX to XX/XX/XXXX. I called last week and spoke with them and no more information was put into comments, the calls weren't pulled ( even though they don't need to be pulled as far as I am concerned because I am entitled to two full 180 periods. PLEASE HELP ASAP, REPESPECTFULLY XXXX XXXX XXXX email at XXXX, thank you. HAVE A SAFE AND BLESSED WEEK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a Prior complaint regarding Forbearance complaint number XXXX that was closed. Today I Received an email on XX/XX/XXXX regarding a letter from Loancare Dated XXXX XXXX from XXXX XXXX Office of the Customer. Referring to the forbearance plan This letter states XXXX XXXX to XX/XX/XXXX Another XXXX XXXX letter states to XXXX XXXX An XXXX email states click this button to renew. For additional 180 days. This letter states that I am denied for the Forbearance due to the Co - Borrower had no Knowledge need Approval per letter. First and for most, I must say that loan Care Has in their records that XXXX XXXX has not lived in this home since XXXX XXXX The home is owner occupied by XXXX XXXX, XXXX XXXX has called and changed the address and this you can see in the records where the statements did not come to XXXX XXXX XXXX that I was making the payments maintaining the house and property that I had to put a password on the account so my sister could not get my information XXXX XXXX and the password would help that nobody could just call in and keep changing the address or go online so when you say that XXXX did not know about the forbearance that is incorrect for one she did not live here she changed her address. two I was the owner that was truly owner occupied at the time. Three I never represented the XXXX XXXX was living here under the forbearance and Loan Care knew that we have been in litigation since XXXX of last year and their response is they do not get involved in situations like this and they let the court handle that end. Our House interest form was changed to the XXXX XXXX XXXX address. My Mother was well aware. The attorneys have been back and forth. and that is where we have been. I did not request a modification. XXXX lawyer has told the court on several occasions she was in no position to help pay the mortgage. XX/XX/XXXX XXXX tried to force the sale the court was denied. The court was well a where of everyone struggling, .In arguments. I have paid the mortgage and the upkeep insurance any late fees I brought current earthquake insurance, then Covid 19 hit, I was sick Financially hit. This is why we both have a lawyers. Your Letter states XXXX XXXX XXXXki Co BorrXXXX XXXX Claims no knowledge meant I am confused how you can speak to XXXX XXXX and her attorney and give information about XXXX with the privacy laws and with the password that is on the account. Especially with no court order and your position on what Loan care has said about litigation again you can check through the file to see all of the notes I will attach some that I have to this file, below will be the email copied and paste that Ms . XXXX sent that you can see what was all three of theres communication with XXXX XXXX that I would like to please enter in this complaint with detail with your letter from your Department. if XXXX XXXX will refuse the extension of the forbearance and if so, putting our home into foreclosure in XXXX as her letter states and the total {$14000.00} is owed as stated in XXXX Attorney s email below I would like all this in writing please in the response.Ms.Gilreath email down to 33 days. Also Explanation of a letter I received today dated XX/XX/XXXX XXXX. In regards to error notice of error of acknowledgment to our loan number. On XXXX XXXX Here are the Emails Of the Attorneys. For your Records. From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : XXXX XXXX XXXX XXXX XXXX, My clients and I had an informative conversation with the XXXX XXXX XXXX company this morning. As you may or may not be aware, the forbearance ends on XX/XX/XXXX ( 42 days from now ). XXXX XXXX Mortgage had no choice but to grant the forbearance since it was a government program related to the Covid pandemic. That being said, the loan must be brought current as of XX/XX/XXXX. The balance as of today is {$10000.00}. The monthly mortgage amount that your client was unable to pay was {$2100.00}. Doing the math, the balance as of XX/XX/XXXX, will be approximately {$14000.00}. Presuming that your client does not have the ability to come up with the {$14000.00} to bring the mortgage current, the foreclosure process will begin in XXXX. We had an excellent offer of {$770000.00} procured by a real estate agent selected by Ms. XXXX and once again Ms. XXXX refuses to accept the offer. I'm not sure how or why she believes that foreclosure is a better option. Please know that we will once again be seeking a court order to sell the property. We will also request that the court order {$30000.00} to be distributed to Ms. XXXX and to Ms. XXXX with the balance to be held in escrow pending the court 's further determination regarding distribution. Thank you, XXXX XXXX, XXXX. Phone/Fax : ( XXXX ) XXXX | Web : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX California XXXX How can I help? Click here to Schedule a Call with me. Below my Attorney Dear XXXX, My step mother just passed away, and I am traveling, so I wont be in a position to respond to the nonsense contained in your email until I return to the office on XX/XX/XXXX. Simply agree that 25 % of the net proceeds goes to our respective clients, with 50 % being held in escrow and we have a deal. Its time everyone stops being foolish and moves on with their respective lives. Rest assured, we will vigorously defend XXXX XXXX at trial. Its your clients move. Very truly yours. XXXX XXXX XXXX Get Outlook for So you are aware the Court is involved So in ending Per your letter I would like to extend the Forbearance, I again this is asking for assistance. To continue. Ms , XXXX did not acknowledge she was going to stop paying her share of up keep or transfer House To XXXX XXXX, Or Create A new trust move out when, I was on vacation with family. What Has changed she needed assistance and care. XXXX has XXXX issues. Called XX/XX/XXXX said kicked me off plan on XX/XX/XXXX XXXX pass word was created XXXX to XXXX he said it should be done the end of business day or tomorrow my password on the account Called XXXX! XXXX no alerts XXXX XXXX XXXX trying loan care to get me to litigation she did not see any thing either XXXX said she will mail everything out to me XXXX XXXX XXXX Id XXXX said it was all mailed out Friday XXXX - XXXX - XXXX Called XXXX XXXX XXXX mins on phone XXXX XXXX should be mailed out XXXX Id XXXX XXXX Id XXXX XXXX called again about loan doc Taxes paid XXXX XXXX Interested paid XXXX XXXX XXXX XXXX sending Id XXXX Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have reached out several times to my mortgage servicer ( Loan care ) to review and place me in the COVID-19 Advance Loan Modification as opposed to the partial claim that I have been stuck with, which is still a struggle. This program that I speak of is as follows ... The COVID-19 ALM will be offered to borrowers currently 90 or more days delinquent or at the end of their COVID-19 Forbearance. This new home retention option is for those homeowners whom a 30-year rate and term mortgage modification will bring the mortgage current and will reduce the Principal and Interest portion of their monthly mortgage payment by at least 25 percent. I began sending emails requesting this help before my forbearance fully came to an end and before my first re-instated payment was due but they are refusing to offer this option to me. I sent emails starting XX/XX/2021, then several more after that PLUS phone calls but again, I was not offered this programm
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Investigate the way this account is reporting the date of last activity, opening date, and the account name. I believe this information may be inaccurate. I need this account removed NOW.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95207
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Payment of {$1000.00} made on using XXXX XXXX XX/XX/2020 was not posted timely to my account although Loancare received funds via a bulk payment # XXXX on XX/XX/2020. There mistake affected my account status and they refused to help me fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - we entered in forbearance in XXXX of XXXX with Loan Care -we have remained in contact Monthly for the entire period of our forbearance and was told numerous times that a deferment was possible and our best option when coming out of forbearence. - we exited forbearance recently and was told that someone from the company would reach out to complete the deferemememt process. -instead, they called telling us that we better sign up for their 40 year loan modification or else they would start the foreclosure process on us. -we explained that this was never explained to us and that we were waiting for deferment paperwork, the lady told us that the maximum deferment approved was 18 months and that if we wanted to remain eligible we must submit a payment and back date it for XX/XX/2020. We provided payment and she said that the deferment was approved. -several weeks went by and we have heard nothing, I called in again yesterday and told that it was still under review but that I would need to make an additional payment and back date it for XX/XX/2020, which I did yesterday. I was told they sent an email and that it would all be settled today with my deferment. - I called today to follow up and after being transferred around for 2.5 hours a woman got on the phone and said Im never getting a deferment and that she was sorry that I was promised that numerous times before. She threatened to turn on 40 year modification paperwork or she would foreclose our home. -at this point I have made 2 full payments out of forbearance and trying my hardest to call daily and get this resolved. I want a deferment of payments as promised and planned and to remain my normal monthly payments without my credit being destroyed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A