Date Received: 2021-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: When I was trying to get a pre approval to buy a new home, I discovered that loancare ( The servicer of the loan ) had reported me late, IN FORBEARANCE, after I had paid off the loan. I had never missed a payment. I have called the company multiple times and they provided me with information confirming that I have never missed a payment and that I was in forbearance but they are unwilling to provide letterhead that this was their error ( an error that also violates the SAFE act ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is the SECOND CFPB complaint against Loancare for same issue ( previous complaint XXXX ). Loancare is again reporting my mortgage account as late payment 120+ days which has caused my credit score to tank. This caused me extra money, denial of credit and unnecessary stress. Loancare corrected reporting on XX/XX/XXXX to turn right back around today XX/XX/XXXX and report inaccurate information. This information is not correct. Per previous CFPB complaint and Loancares response - ACCOUNT WAS NEVER LATE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Background : XXXX - I signed to refinance my mortgage with XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX XXXX ) XXXX - LoanCare , LLC transferred my loan ( loan # XXXX ) to XXXX XXXX XXXX ( transferred loan # XXXX ) XXXX - Outgoing wire sent to LoanCare , LLC to payoff my loan ( # XXXX ) from XXXX XXXX XXXX XXXX ( Transactee : LoanCare ; Amount : {$350000.00}, pay off calculated till XXXX, Confirmation # : XXXX, Receiving Bank : XXXX XXXX - Payoff Loan no XXXX ) XXXX - When I called, LoanCare , LLC agent confirmed to me that they received the payoff wire on XXXX and sent the wire to XXXX XXXX XXXX to pay off my loan The issue started from here, in multiple instances ( email and phone ) with LoanCare , LLC agents were never able to provide me any valid evidence that, when they actually sent the money to XXXX XXXX XXXX to pay off my loan. Sometimes they mentioned, money was sent to XXXX XXXX XXXX by wire, sometimes they mentioned, a bulk check was sent to XXXX along with other payoffs. Its been more than 3 weeks now, I've sent more than 10 emails and called more than 20 times to both the organizations, but LoanCare , LLC never gave me a clear answer to what they did, and XXXX XXXX XXXX never responded anything apart from the flat response saying they have not received the money, even though I requested them several time to trace it back from their end. I never get a significant response from either of the organizations that they are actively resolving this issue, apart from some automated boilerplate emails. I am frustrated with both the LoanCare , LLC and XXXX XXXX XXXX. I am not going to make any further payment on this loan, as it's formally paid off on XXXX with evidence. I am submitting a formal complaint against both the organizations to Consumer Financial Protection Bureau ( CFPB ) to take further action. I am happy to provide any further evidence from my end when needed.
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: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage had an escrow analysis XX/XX/XXXX based off the incorrect tax amount. I was told about this change in XX/XX/XXXX. My payment went from {$950.00} to over {$1400.00}. I went to my Controller office and they said the exemption fell off. They corrected the error and once I received the Certificate of Error I gave it to Loan Care. Ive called twice a week to have the escrow analysis update. No one is willing to help me. Ive been told no one speaks to that department not even the customer service reps. I would like for someone to resolve this conflict with XXXX and/or Loancare. I paid the agree payment of {$950.00} every month even during the entire forbearance period. This ends on XX/XX/XXXX now they are saying I am in the hole for {$10000.00} and the options they are giving me is to refinance or 2nd mortgage. They are offering this based off a false number. My taxes didnt change and the escrow analysis department refuses to make the corrections. I need someone to effectively explain to me how and why this happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I engaged in a consumer credit transaction for an alleged mortgage loan with XXXX XXXX XXXX. In XXXX without my previous written consent or knowledge, I received notice that my alleged loan would now be serviced by LoanCare LLC and all payments and communication would now be with them. I did not provide consent for my personal information to be obtained and this is a violation of 18 USC 1028A. I began to receive deceptive forms and statements from LoanCare and continued to be harassed repeatedly. Although I submitted a validation of debt to LoanCare in XX/XX/XXXX, I still was hounded and harassed by them. They furnished false information on my consumer reports hindering my job seeking and eventually causing monetary losses due to additional funding needed for new living arrangements due to the false information shown.LoanCare continued to send abusing and fearful tactics until I was bamboozled into selling my domicile in XX/XX/XXXX after the continued threats.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a formal request to extend my Covid forbearance as Im still impacted. When I call to speak with a representative Im not given any information, and instead, told I need to speak with the Bankruptcy department, who does not provide answers. If you are unable to extend my forbearance, please advise why. Also, if you can not extend it, can you please ask the investor for an exception, so that they can determine if it can be extended? If Im ultimately decline and you can not extend it, please indicate what my options are. I do not want to lose the home, as I am living in the home, and XXXX. XXXX today Of Loancare tried to push the button to give me the extension stated that it shouldve went through but it routed me to the bankruptcy department he did not understand why he tried to put me through I was on hold for 35 minutes no one picked up but he said I did qualify, I explained to him I received an email and I tried to click it on and it did not let me do it. Different answers.
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: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare has been billing me for insurance out of escrow since XX/XX/XXXX even though I provided proof of insurance of my own starting XX/XX/XXXX and the lender refunded the unused portion of the amount taken out of escrow since I no longer needed the lender placed insurance since I hand my own. I had coverage with XXXX XXXX XXXX XXXX Insurance company from XX/XX/XXXX - XX/XX/XXXX. Prior to the coverage expiring I decided to switch over to XXXX XXXX XXXX XXXX, whos coverage was to start XX/XX/XXXX - XX/XX/XXXX and they sent over evidence of insurance XX/XX/XXXX. LoanCare stated they didn't receive it so I provide the details over the phone to their insurance agent and emailed it to them as well. Then, without my consent, they sent a payment to XXXX XXXX XXXX XXXX XXXX XXXX of {$980.00} to renew that coverage which they received on XX/XX/XXXX. So, I had to contact XXXX XXXX XXXX XXXX XXXX XXXX to request that money sent back to LoanCare and I confirmed LoanCare received it via their insurance department. LoanCare then sent a payment of {$430.00} to XXXX XXXX XXXX XXXX, received on XX/XX/XXXX, even thought when I spoke to LoanCare 's insurance department, I advised them I am paying XXXX XXXX XXXX XXXX direct via autopay when I provided them proof of insurance over the phone when I was asked. I then had XXXX XXXX return that payment to LoanCare which was returned on XX/XX/XXXX. I have not missed a payment with either insurance copy. I have contact LoanCare several times to resolve this issue but keep getting the run around. At one point I was told by one of their agents that the {$25.00} charge was a payment to XXXX XXXX XXXX XXXX XXXX XXXX which was proven a false once I contacted XXXX XXXX XXXX XXXX XXXX XXXX and they confirmed no such payments received. I have spoken with several of their agents and supervisors for assistance and they would either have me submit a escrow analyst request or submit it themselves but I get the same that I past due, which I supervisor confirmed that I'm not. I accepted an offer from LoanCare for a COVID relief forbearance, from XX/XX/XXXX XXXX, and per the terms " If you go into the forbearance past due then you will be reported as paste due ''. I was never past due before the forbearance and I'm not past due now. A supervisor had as well informed me they LoanCare is not familiar with the forbearance process and believes that is why they are saying I past due but no one knows how to fix it. Starting on XX/XX/XXXX that {$25.00} increase to {$160.00} for escrow insurance payments for XXXX, which is XXXX XXXX XXXX XXXX, who I already pay directly via autopay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sold house on XX/XX/2021. Escrow balance at date of closing was {$3000.00}. Debit in XX/XX/2021 of {$3000.00}, bringing the escrow balance to XXXX ( verified on XX/XX/2021 statement -statement attached ). Waited a couple months for Escrow refund which never materialized. Began contacting company ( LoanCare ) in early XXXX, via numerous emails and phone calls. Customer Service contact line and options were all irrelevant to issue and unable to get a real person via phone. All requests for contact " looped back '' to recordings. Contacted organization representative from original loan ( XXXX ) via email between XX/XX/XXXX and XX/XX/2021 and received a direct number to speak to someone at Customer Service on XX/XX/2021. On XX/XX/2021, spoke to Customer Service representative and they acknowledged a discrepancy with the account/refund, as well as their inability to explain where the {$3000.00} balance/debit went. During this same phone call, Customer Service initially advised that it appeared we owed {$1000.00}, then reversed and said there appeared to be a balance, but did not expound on amount. Customer Service advised it would be deferred to Escrow Department and that a check would be sent within 7-10 days. In early XXXX, we received a check for {$10.00} ( dated XX/XX/2021 - check attached ) for account refund " Miscellaneous Expenses '' - letter attached. It should be noted that up to this point my wife was responsible for all contact with LoanCare representative with regard to this issue. Numerous contacts. On XX/XX/2021, my wife contacted Customer Service again because the refund issue was obviously not reconciled. Customer Service advised my wife she was not authorized to discuss the account. I immediately contacted Customer Service and was advised that the " system was down '' and my wife 's authorization status could not be verified. I then reiterated the issue with the escrow refund/balance/debit destination and my displeasure in the handling thus far. I was advised that the issue would be deferred to the Escrow Department ( or a department of that nature ) and that I would be contacted by them within 7 days. Unsatisfied with this, I pressed for a specific date and was told that if I do not hear from them by XX/XX/2021 to re-contact them. This afternoon I emailed LoanCare and received an " out of office '' reply. Ive essentially had my fill of this run-around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was purchased by Loancare , LLC from XXXX in XXXX. XXXX sent me a letter with the new loan number attached. I made my payment via online banking to the provided new account number on the payment due date XX/XX/2021. Unfortunately the account number provided by XXXX was incorrect. On the XXXX, I inquired as to why my payment had not yet posted. I filed research request adding the correspondence I had received and providing the loan payment amount as well as the date and how it was sent. I have spent countless hours and several attempts to resolve this non posting of my payment by presenting copies of my bill payment and processing and as of yet still have no resolution. The company provides no direct person to speak with and I feel I am going in circles. By tomorrow I will need to make a duplicate payment to ensure I have no long term credit damage from this event. This will put a financial burden on my family as a double house payment is not an easy thing to deal with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a forced placed insurance notice on my home from LoanCare, stating that I did not have homeowners insurance, while at the same time getting a bill from my Homeowners insurance company saying that it was not paid. I have an escrow accout. I contacted my homeowner 's insurance as to why I would receive a bill and why did my mortgage server not pay it, they told me they sent it out for payment back in XX/XX/2021 and never received it. The homeowner 's insurance contacted LoanCare directly and was told that they don't accept any payment requests through the mail. and that it has to be electronic so that's why it was not paid. thus, making them send out a notice for forced place insurance. The homeowner 's Insurance company told them that I have insurance and this should have never happened and payment needs to be made asap. Loan Care stated that they would put a stop to the forced placed insurance and send out payment within a week. They never did, and I just received ANOTHER forced placed insurance notice stating that I will need to pay over XXXX because I have no homeowners insurance, This makes me sick that not only have I contacted them, but my homeowner 's Insurance company has also reached out to them for payment and they have not paid, leaving me with fraud when this should have never even happened, its fraud, true fraud, And LoanCare should not be able to get away with this, The stress this has put on my is overwhelming and the moment they place forced placed insurance due to their own lack of following the laws for processing/servicing a loan. I will be using them for the stress and causing me to lose homeowners insurance due to them NOT paying, ( mind you, this is XXXX XXXX XXXX for XXXX families, my father has been with them for years he is a military veteran ) My family should not lose our good stating with them because LoanCare and its servicing company will not pay bills like they are required by law. RESPA REG X SEC 6, This is the last chance I have to get LoanCare to do their job and stop the illegal practices. XXXX XXXX, XXXX is the current servers for LoanCare that I have found, if this is true then XXXX XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48038
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A