Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX got me a mortgage for my primary residence, owned by XXXX XXXX XXXX changed the service to My Loan Care ( myloancare.com ). Final monthly payment was paid to XXXX, but was not reflected in my mortgage. XXXX either did not send the payment or My Loan Care lost it. Both companies have given me the runaround since XXXX. I have no solution. Loan # : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Complaint Number # XXXX IS NOT CLOSED. LoanCare responded partially with insufficient and incomplete information, they didn't mention when they received the money. So my request is not addressed completely as there is no information on the extra interest I paid, who'll pay me back. I believe CFPB didn't notice my initial request and incomplete response from LoanCare and closed the request by mistake. XXXX accepted lately that they received the fund on XX/XX/XXXX. But it was originally sent to LoanCare ( prior Loan company ) on XXXX XXXX. While sending the money the payoff was calculated till XXXX XXXX, so ideally they will return the extra interest I paid for 3 days ( XXXX, XXXX, and XXXX XXXX ). This information is not available with XXXX. LoanCare never shared that information to XXXX, rather they are mentioning when they sent to XXXX. Why after 14 days? Who'll pay me back the extra money I paid. Called LoanCare Office of the Customer, they did not agree to include that in the response, saying loan is closed from their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: This happen back in XXXX of XXXX when my Boyfriend got sick with XXXX. So he was having problems working full time. So I called LoanCare if I could get help with the mortgage and said yeah! We have this plan if you qualify it's a forbearance plan. Yes we did qualify for 160 day 's. Then we where still not doing well on hours from work cause of the covid. So I extended for another 160 day 's. Then we started making payments as of XX/XX/XXXX So I pulled my credit on the XX/XX/XXXX and it was showing I had late payments as of showing XX/XX/XXXX - XXXX XXXX being late and I'm like how if I was on the plan. So I called XXXX spoke this Lady, and she said oh! Sorry I will tell them to email you a letter stating those dates for being late. Cause of the forbearance plan. So then I called again XXXX. Then now he said I'm sorry who gave you that information is wrong we don't do that here. You need to go to your credit report and dispute it. I'm like are you serious. This place is the worst doing business with. They don't give a XXXX about you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: LOAN CARE is my home loan company. I was on forebearance from XX/XX/XXXX until XX/XX/XXXX. The forebearance was scheduled to expire XX/XX/XXXX. For the record, I would make some monthly payments during the forebearance period, so that I would not have a large lump sum. I called at the begining of XX/XX/XXXX and paid the full outstanding amount of the forebearance, which was a total of {$14000.00}. Payments were for the months of : XX/XX/XXXX, XX/XX/XXXX, When I spXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. See attached Monthly Statement - Outstanding Document. Spoke to the representative, I informed them that I wanted to opted out of the forebearance plan. Little did I know that LOAN CARE failed to remove me from the forebearance plan. I tried to refiance and was denied for the following reason ( s ). 1 ) LOAN CARE failed to remove my account from forebearance. LOAN CARE informed the refiance company that I was in forebearance unti XX/XX/XXXX. 2 ) LOAN CARE reported payments as late even though I was in forebearance. The report indicated that I did not make any payments from XX/XX/XXXX till XX/XX/XXXX. 3 ) Called LOAN CARE numerous times to rectify the problems to no avail. I have documentation to prove LOAN CARE failed to remove me from forebearance and a copy of the Refiance denial letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90255
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : FORCING ME TO PAY FOR HAZARD INSURANCE ON A HOME THAT BURNED DOWN IN XXXX I am in the process of rebuilding. My home burned down in the California XXXX Fire on XX/XX/XXXX. Since that time I have been involved in rebuilding my home. It takes 4 to 10 years to rebuild a home in XXXX XXXX County. I have a building team who is busy getting each and every permit needed for the final permit to start actual stick building on site. My insurance company reimbursed me the funds held by my mortgage company. My mortgage company, LOANCARE, is holding the final amount of the mortgage, on which I make a payment each and every month while I am in the process of rebuilding. In XXXX I cancelled the insurance on my home because my home burned to the ground totally and my property is now a hole in the ground where the home building once stood. Then my mortgage company has an insurance division that contacted me and insisted that I must pay hazard insurance in order to have a mortgage with them. I sent multitudinous letters explaining that the home burned down and I no longer need insurance for a home that is not existent. But I discovered that LOANCARE is divided into two companies one for sending you mortgage payment slips and another section that simply makes sure you are paying insurance. These two sections do not communicate and do not share information. It took me two weeks of constant phone calls to contact a supervisor who insisted I had to prove my home burned down. So I sent him two papers proving my home burned down and then they stopped attaching insurance that they purchased for my home to my mortgage payment. Now the insurance section of LOANCARE is once again sending me letters insisting that I take out hazard insurance on my home or they will take out insurance for me and add that on to my mortgage. I have called many times spending hours navigating their robot phone system to try to reach a supervisor. It seems I can only reach lower workers called resolution advisors who will tell me that they have my information somewhere in their files but unfortunately their system is robotized so that they will keep sending me letters to force me to pay insurance on a home that does not existor they will continue to take out insurance for me and add that to my mortgage payment. Either this is a scam or this company is so poorly managed that they just automatically do this to everyone. My home burned down in California. This company LOANCARE, located in South Carolina, took over my loan from my local bank a few years before the fire occurred. They have no knowledge or understanding of local conditions in my area. Most of their agents read from prepared scripted letters, listen to what I say and DO NOTHING. I have called the mortgage section of LOANCARE and they tell me they can do nothing about the insurance section since they are not connected to their data base. All they can do is give me the phone number of the insurance section. I had my home burn down totally. I proved it to them. I can not afford to pay insurance for a home that does not exist. I am now considering if there is a way to sue them for pain and suffering since I spend hours and days calling them to try to prevent them from taking out insurance on a burned down home which is now a hole in the ground. Their automated web site has no place to explain this. It is only set up to take in the number and name of your insurance policy. What can I do to stop this from happening? My building team suggests I contact government services or find a way to sue them to stop this process. What can I do to stop this now?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have received a voicemail stating LoanCare has attempted multiple times to contact me in regards to my issue. This is the first voicemail I have received regarding any issue. I had previously requested a copy of all corespondent, both verbal and written, that the company would have recorded. I have yet to receive that information. I have been on the phone for over an hour now and have spoken to 6 different service representatives in an attempt to return the call as the two numbers provided in the voice mail are a non working number and the number for their front line customer care respectively. There is no option to input the extension number provided when contacting the front line customer care center. The initial complaint they are leaving the voicemail for was for a complaint regarding an incorrectly recorded forbearance end date and auto pay issue. I have been on this last call, having been escalated to the front line representatives manager, for over 40 minutes now, the majority of the time on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/2021 I received a letter by myloancare.com from XX/XX/2021 stating that my loan was removed my from Forbearance per my request. I NEVER MADE A REQUEST TO REMOVE MY LOAN FROM FORBEARANCE!!!!!!!!! As a matter of fact I had a phone call with their Loss Mitigation Department on XX/XX/2021 at XXXX XXXX. I was assured that I still have several month left on my Forbearance and my next Payment would be due on XX/XX/2021. I called them again today and asked to put my Loan back on Forbearance and that I will begin making Payments, as per their confirmation from XX/XX/2021. Unfortunately their Customer Service did not even try to help me. Like always, they forwarded my call to their Loss Mitigation Team, which I suspect doesn't even exist. I tried to call them at least 20 times under several numbers provided by myloancare, and nobody EVER answered the phone. I requested call backs with the customer service, never received one. I also sent several emails. All they do is provide pre written answers, that my email will be forwarded to their team of " Specialists '', and then you will hear never from them again. I do not know, who could have make a request to remove my XXXXoan from Forbearance, but I am thinking about handing this Incident over to my Lawyer for further Investigation and also file this complaint with you. There seems to be some fraudulent actions going on, and I want to get to the bottom of this.
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: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am facing some difficulty requesting information from my mortgage servicer ( s ) : XXXX ( XXXX XXXX, VA, XXXX ) and Loancare ( XXXX XXXX XXXX, CA, XXXX ). I have submitted at least two mortgage payoff statement requests to my mortgage servicer with varying good through dates that have consequently expired and have still not received any payoff letters ( both times I have requested an email delivery of the payoff statement ). I am approaching my next payment due date according to the most recent statement I received from the mortgage servicer and I am concerned that if they fail to provide adequate details as to the amount I owe and the process of submitting my final payment ( certified funds according to their telephone customer service representative I spoke with ) I will subsequently accrue additional interest and late fee penalties as well as incur a negative mark on my credit history. I submitted my first request through their online customer portal on XX/XX/2021 which had a good through date of XX/XX/2021. I sent an inquiry through their online messaging service on XX/XX/2021 about not having received a payoff letter and did not receive any response addressing my issue. I spoke with a representative on XX/XX/2021 about the status of my mortgage and why I could not submit my payment through my escrow account to which she indicated that I would need to request a payoff statement letter and submit the funds either by certified check or through a wire transfer per the instructions that would be provided in the payoff letter. I asked her would it be possible to receive a payoff letter before XX/XX/2021 if my intentions were to select said date as my good through date to which she confirmed it would be possible and that I could expect to receive the payoff letter no later than XX/XX/2021. I proceeded with my request as detailed and I have still not received the payoff letter as of XX/XX/2021. I am concerned that I will continue to face issues with obtaining a payoff letter from my mortgage servicer making it impossible for me to submit final payment due to their lack of providing the amount and final payment process details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I have a FHA home loan with this company and our forbearance is due to expire. We have had many instances of inaccurate information, duplicate forms being sent l, and a tremendous problem with finding clarity with the options available for our mortgage. We have filled out mortgage assistance applications only to be sent blank ones again in the mail over and over again. When we call and verify their receipt of certain documents or to inquire about certain program availability, we are met with conflicting information or no information at all. It is extremely frustrating to gather all of the information for the documents that have been requested from us only to be told that they have NOT received them days later or we are asked to fill them out again. This process with this company has been a complete and total nightmare. We are not fully aware of our options. We have no idea where our account stands. We dont even know who to talk to. Our account is NEVER notated correctly. On top of that when we call in, we are met with rude and bullying representatives constantly. We would like to resolve this issue with our finance company to ensure that we can stay in our home but at this point, we are terrified to continue dealing with this company during this trying time. Their lack of urgency to ensure that their customers know what options are available to them and how to correctly apply for an inquire about these programs. I have recently been diagnosed with a XXXX XXXX and this process has not allowed my family and me to focus on my health.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46410
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started having issues in XX/XX/XXXX. Loancare sent me a payoff statement with an incorrect amount. After the first cashier check, I did three more attempts to do a payoff but every payment via cashier check or wire transfer had been declined. The amount wasn't applied to my balance and they started to charge me a late fee. I can call 5 times per day and every time get different answers with a promise that everything will be fixed tomorrow. After I confirmed with customer service representatives on XX/XX/XXXX the final amount that will satisfy my payoff, I called the bank and arrange the wire transfer I can submit a copy of the bank statement ). My wire transfer has been received the same day and was confirmed by Loancare customer service. I called back the following because hadn't noticed any promised changes on my Loancare account. Cashier check and wire transfer payments were sitting on my mortgage account but never been applied to my balance. Customer service keeps saying the amounts are incorrect. Also, auto-draft has been cancelled per Loancare customer service advice because they have received the payoff amount. Then, I started getting letter about foreclosure. Customer service told me they never sent me any foreclosure letters and have no idea what I'm talking about, and I have to disregard the XXXX foreclosure letters. So, after several attempts to make a payment, money has never been withdrawn from my account. They keep saying no errors found and they don't know what's going on. I called to foreclosure counsellor and she tried hard but wasn't able to move any further and recommended to file a complaint. This is one of the examples calling to Loancare, XX/XX/XXXX. Transferred to XXXX with a customer service team Final payments over the phone are not possible and have to be certified or wire and I've already tried both with a payoff quote. Payoff amount on payoff quote was in XXXX XXXX XX/XX/XXXX {$450.00} and {$230.00} on XX/XX/XXXX GT XX/XX/XXXX {$350.00} matches the payment received on XX/XX/XXXX and should have been ok. XXXX says in his system that it was just a check in the post office box- when it was a wire ( {$15.00} has been paid and shows on my bank statement as a wire transfer ). Transferred to and spoke with XXXX - management I explained again to XXXX that this is Loancare 's mistake on how they coded the payment and how do I get past it. She went silent and looked like she was still on the phone for about 7 minutes and then disconnected Called back and spoke with XXXX There are notes on the account regarding payoff and wire She is trying to get XXXX or her supervisor back on the line Spoke with XXXX employee ID # XXXX and explained again XXXX said she has escalated again to a different team that handles unique issues and someone will call in 24-48 hours and XXXX noted the file that it is Loancare 's mistake. They've been escalating the issue for the last month dozens of times. I can talk to 4 different people on the same day and get 4 different answers with a promise to call me back tommorow and it never happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A