Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21, I received a call from Loancare, who is tied to XXXX XXXX XXXX who made the loan and did not sell it to anyone else, about my account payment being late. I was told by the robocall to call the number they were calling from. Odd, but I called back and got a person. The lady informed me my payments were late. I was paying biweekly and was well within the timeframe of both payments before the XXXX of the month. She was able to fix it and put a note in the file that this would be happening regularly from me for my account. The " extra '' funds were originally applied to the principal, but were recalculated to be part of the loan 's regular payment. I found out later that the funds were only applied as the later payment, and no benefit from " paying early '' would be seen. So, I felt the issue was resolved. Jump ahead to today, XX/XX/21. Same deal, robo call to call back. Called back and got the person to fix it. Then I asked how this can be fixed permanently as I will be continuing to pay biweekly. She informed me that they do not allow that and the system can not support that. As a web infrastructure engineer, I let her know that this was a choice by her company not to support this method of payment. She asked me to ask my bank to group them into 1 payment which XXXX stated they were unable to do. I asked her to escalate this request to her software " Tier 2 Support '', a common support request in web application support. She refused and said they will not be supporting biweekly payment options. I said I would continue to lobby for this and we ended the call amicably. The details have not been fixed on the site. Why do I care about biweekly? A : Pay less interest and B : make sure the necessary funds are removed at the point that they are available in case I need the later paycheck for other needs. Basically, for my convenience. Why would Loancare not do this? They do not want less interest paid to them and/or to do the work of reamortization of the loan payments in what would be an otherwise amicable transaction. Loancare does not care about their financially informed customers and chooses to do this. If they need a qualified web engineer to show them how to do it, please call me. Pro bono consultation! I just want this fixed and they refuse to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2021-09-17
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: Hello, Thanks for taking this time to review my request. I have a family of XXXX and usually to prevent any issues with shelter expenses we pay our mortgage upfront with our tax refund. We did so for XXXX in hopes that this year would be a normal year. Then Covid Struck and both my husband and I had to collect unemployment. We applied for a forbearance that would have applied from XX/XX/XXXX - XX/XX/XXXX. We also applied for the first 90 extension which is bringing us through XX/XX/XXXX. We continue to receive letters and call from the mortgage servicer that are quite scarey. We have requested our final 90 days which will put us to tax return time since we are in debt up to our eye balls currently as anyone can imagine. However, the mortgage servicer is reporting that we have exhausted our forbearance allowance under the CARES act. However, that isn't the case. Each time I would contact Customer care Here is the verbiage about our request : Forbearance Plan Terms You are entitled to a forbearance for up to 180 days. As part of your Forbearance Plan, we have temporarily paused your monthly mortgage payment amount of {$790.00} for 360 days, the forbearance term you selected. Your forbearance is effective starting XX/XX/XXXX and will expire on XX/XX/XXXX. During this time, you do not need to make any mortgage payments. You may shorten the Forbearance Plan at any time to reduce the amount of payments which are being paused. Additionally, you may request an extension of your forbearance for up to an additional 180 days. Your account will not be assessed late fees or penalties during the term of the Forbearance Plan. If your loan was current at the time of entering into this Forbearance Plan, then each month you are in the Forbearance Plan, we will report the status of the account to the credit reporting agencies as current. If, however, your loan was delinquent prior to entering into the Forbearance Plan, we will maintain that delinquency status during the term of the Forbearance Plan. If you are able to bring the loan current during the Forbearance Plan, we will report the account as current. The terms of your mortgage remain unchanged. If you have questions about the terms of your Forbearance Plan, please contact us at XXXX. The mortgage services information is as followed : In order to assist you, LoanCare has assigned a Mortgage Resolution Advocate to your loan. The Mortgage Resolution contact information is listed below : Mortgage Resolution Advocate : XXXX XXXX Phone Number : XXXX Extension : XXXX Email : XXXX Fax Number for submission of documentation : XXXX I have been placed on hold for 30 minute increments at a time then line disconnects. The treatment has been completely horrible. I would ask for a manager and was told one would call me back and not receive a call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hi, My name is XXXX XXXX and I am disputing a late payment that is reported on my credit file from Loancare Servicing. My credit report reflects a late payment on my prior mortgage on XX/XX/2021 ; however, this is incorrect. I paid off my home in XX/XX/2021 so there should not have been any reporting of a late payment under my account. I am asking that this past due/late payment be removed from the Loancare Servicing account ( Reference To : Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, TX XXXX ) immediately as it is impeding my eligibility in being considered for the purchase of a new home loan with the lower interest rates offered in this current market. I would really appreciate it if this inaccurate report be revised at your earliest convenience. I have attached copies of supporting documentation for my request. 1. Credit History from Loancare Servicing 2. Payoff Letter from Loancare Servicing Thank you, XXXX XXXX SS # XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX Email : XXXX Cell : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I've been trying to complete a loan modification with LoanCare since XX/XX/XXXX. I've sent 37 emails and called countless times. Most of the time, I wait on hold, get transferred, and disconnected. When I do get through to someone, they don't know the status of my mod, they ask questions, then they come up with something else that is missing. There is no communication from the company in writing, via phone, or via mail unless I initiate it. When I send an email demanding a phone call, I receive an automated call asking me to call them which leads to more wait times, transfers, and disconnects. I've sent more documents than I've ever done before when purchasing a home, but because of the lag time on their end, each time I call, they want more paystubs because the ones on file are " expired ''. My online account is disabled, so I can not make a payment even though I've asked to do so. There is no way I can refinance the property, sell it, or even move forward on a business endeavor I've been working on until this is resolved. LoanCare has given me no option but to file a complaint about their inaction and poor communication. I initially thought they were just busy and overwhelmed, but I am beginning to think there is something untoward going on. I have a credit score in the 700 's, I've never missed a payment, and I find this unacceptable. I would never have opted to do business with LoanCare as their reviews are terrible, but unfortunately, XXXX transferred my loan to the company sometime during the pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I asked LoanCare if I qualitied for the Forbearance due to Covid related issues on my mtg.I was approved, IN XXXX of XXXX I contacted Loancare to come off the forbearance and work on a modification plan. I was told yes I qualitied for the Modification I called and called looking for the agreement and asking if it has been done and always got the run around. each time I verified with whomever on the phone that my credit was not being affected and they are working on it. I would call weekly as no one ever called me from LoanCare. Finally in XX/XX/XXXX a CS person told me I had the trail mod agreement and she read it to me as the offer was getting ready expire Yet I NEVER received it by mail, or email. I was told I could consent by phone, so I did and I asked for a copy of what I consented to which would have been the Loan Trail Mod agreement with details. I never received it. I called XX/XX/XXXX made the first Trail mod pymt of {$1100.00}. I asked for a receipt or confirmation number and the person could not give me one. I call back a few days later to verify they posted it and I saw it on my online portal. At the end of XXXX ( XXXX ) I received a letter of payment due in full I called and was told my payment was reversed and put on escrow, my mod agreement was cancelled, NO ONE ever called me. I then finally after day spoke to a " supervisor '' and was reassured that my payment would be place back on the loan as the mod payment and that my modification was cancelled in error and that was to be put back on the system and corrected and I was told that my loan was being sold on XXXX XXXX to XXXX XXXX. When I asked who requested my mod to be cancelled and who had my payment reverse NO ONE could tell me. ( At this time I still have not received the trail Mod agreement ) however I did receive a letter of the transfer of servicing companies and I had received Escrow statements that were wrong. I made my 2nd Mod pymt to LoanCare on XXXX, XXXX because no one could help me on the 2nd since my loan had been so messed up by LoanCare. I contacted XXXX XXXX ( my new company ) in XXXX to make sure they had all the facts and they in deed did not. They were not forwarded my complete file and they also did not have a copy of XXXX XXXX XXXX agreement. When I contacted LoanCare again I was told they would send one and send me one. However what we both received was a letter typed up dated XX/XX/XXXX with details NOT the actual Trail Loan Mod agreement from XX/XX/XXXX. I reported this as well LoanCare. I made my 3rd trail mod pymt XX/XX/XXXX with XXXX funding and got a confirmation number right away. and was told they will work on the full Mod. As of XX/XX/XXXX ( 2 days after LoanCare transferred my loan to XXXX XXXX ) LoanCare shows reporting my loan as over 120 days late to all the credit agencies. When I was to be protected and my loan was sold. I emailed the only person that had been responding and she has someone call me on Monday XX/XX/XXXX and I was told it was in error as they transferred the loans they have to take them off of the credit reporting whatever and they failed to put them back on the protection therefore loans were reported to the credit agencies in error and showing several days late. IT dropped my score XXXX points. I was told she ( Mrs. XXXX ) would send the correction to the agencies electronic that day and she would forward me a letter of detail on letterhead, that I yet to receive to this day XXXX. I have called this company over XXXX times to say on top of the loan and continuously try to get my information from them and to make sure I stay protected as I was to be under the forbearance and as I went through the Trial Mod agreement. This company does not call back they put you on hold forever. I have sat on hold for hours at one time to get thing straighten out or to verify My home was still safe. They do not do as they say they are going to. I was told that they have some new people that just don't understand and are telling people wrong information ( does a customer need to hear this as we worry about our home at a time like this. ) This company never called- never returned calls- they took over 90 days to do a trial loan mod for me and I called them for assistance with this and I called to always follow up and check on. I was hoping to have all of this completed way before now as I worked on my Credit report so I can refinance. This company has yet to send me the actual Trial loan mod agreement and now they ruined my credit and can't even send be a letter of detail to how they were fixing my credit with a list of all the credit agencies they report to. Mrs. XXXX told me 4 agencies but I had only used 3 when I was a banker. Loancare has my call logs that list every time I spoke to someone and I have most if written down. There is no reason customers should get treated this way and made to worry about their family home especially when the customer is trying their hardest to work with the mortgage company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am currently in the process of applying to assume the mortgage on my home following a divorce. This company has made it onerous and unreasonably difficult to do so. I initiated this process in the summer of XXXX and after 6 months of going through that process the loan was sold to this company before the assumption went through. Since then I have been trying to initiate the process with LoanCare/XXXX. I am appalled at how difficult they make it for the customer ... no direct phone number to actually speak with someone in the " Special Loans '' department as the customer service agents have referred to it, leaving me the only option of repeatedly asking through customer service phone line for someone to : 1 ) send me the assumption paperwork ( which took 4 months - the first request XX/XX/XXXX ; application packet mailed to me XX/XX/XXXX ) ; 2 ) have questions answered regarding details in said paperwork ( which no one ever could since I could only speak to general customer service agents and no one from " special loans '' ever contacted me despite several requests. As a matter of fact, the customer service agents repeatedly told me that they didn't have access to a direct phone number to " Special Loans '' dept. and all they could do was " forward '' my request to be contacted to them. ) 3 ) verify that my completed paperwork and documents were received and being processed ( again, not done even though I have certified mail confirmation on XX/XX/XXXX that it was received at their XXXX, FL location ). In thorough disgust, I sent an email through their " contact us '' portal on their website XX/XX/XXXX. I received a call on XX/XX/XXXX from a woman in the " Special Loans '' dept. who confirmed receipt of my application and said it appeared that it was sent to the " Tax Department '' for reasons unclear to her. She promised to call me back that evening with an update as well as send me an email confirmation. Neither was done. Even more astounding, when asked for the direct line to her and her department she gave me ( XXXX ) XXXX - which I later discovered was a general customer service line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
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: LOANCARE LCC morgage lender. lied and put missed payments for about 10 months when loan was in forbearance due to covid 19. loan was paid in full in XXXX XXXX they wrote comments on my report since i filed a complaint a few months ago : they wrote no more than 2 missed payments .... but they did not fix my credit report. it still has red x 's saying missed payments. i need them to write letters to all 3 credit bureas stating that they were not late payments but showing loan was in forbearance. I can't get a loan b/c they messed up my credit. they will not talk to me on the phone i have been on hold for hours and hours within the past 6 mo. My payments were not late. they need to fix my credit report. we also made some payments during forbearance about {$3200.00} that was not deducted from the loan and we never saw that money in the payout.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I took a loan with XXXX XXXX for {$370000.00} with loan number XXXX. Before i made my first payment in XX/XX/XXXX, it was sold to XXXX XXXX. So I made my payments with XXXX XXXX for XXXX and XXXX. The loan then was sold back to XXXX XXXX mortgage in XXXX of 2021 and finalized on XX/XX/2021 and is now Loancare with a loan number of XXXX with balance of {$370000.00}. XXXX XXXX sent the XXXX payment back to loan care but kept the XXXX payment since i was still with them. XXXX however is saying i still owe them the XXXX payment. While XXXX XXXX is arguing that they are keeping the XXXX payment since i was still with them. XXXX closed the new account ending in XXXX and said that that loan is paid off. They made a mistake of closing the wrong account and want the XXXX payment. I have tried to resolve this problem with XXXX for the past 3 months with no resolution. XXXX/ Regards, 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: 95116
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We Mailed via XXXX to XXXX XXXX and LoanCare LLC ( Mortgage servicers ) two checks we receive for XXXX XXXX XXXX for our roof repairs. We mailed check to XXXX Because their name was also on the checks. XXXX XXXX and LoanCare LLC sold the Mortgage service to XXXX XXXX during the process and stated that the funds for the roof repairs was forwarded to XXXX XXXX on the XXXX of XX/XX/XXXX. However XXXX XXXX and LoanCare LLC Customer service also stated the they released payment to on the the XXXX of XXXX, XXXX. We contacted XXXX XXXX customer service customer service and we understand that they did not get any roof repairs funds from XXXX XXXX and LoanCare LLC The following documents was also sent to XXXX XXXX and LoanCare LLC on XX/XX/XXXX as per their request via Fax : 1 ) Contractor W-9 2 ) The signed contractor agreement 3 ) State Farm Estimate for roof repairs 4 ) The Contractor 's Estimate 5 ) XXXX Contractor Waiver 6 ) Contractor 's License 7 ) Contractor 's License These Documents are also attached In good faith the contractor repaired the roof on XX/XX/XXXX, but we are not able to pay the contractor because XXXX XXXX , Loancare LLC and XXXX XXXX are pointing their hands on each other as to who need to released payment of the State Farm checks that was sent to XXXX XXXX , LoanCare LLC . We are in the middle like a tennis ball batting around by these Mortgage servicing companies. Can you please help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: False statements or representation
Subissue: Told you not to respond to a lawsuit they filed against you
Consumer Complaint: Back in XX/XX/2020 when COVID-19 had recently begun my mortgage was in a Forbearance program with XXXX/LoanCare because I was having some difficulties paying my mortgage. My son was helping me pay the mortgage but with COVID coming on the scene he got laid off. It was around this time that I was contacted by XXXX XXXX XXXX XXXX XXXX. They claimed they could help me. They would investigate my current mortgage to see that operating procedures were legitimate and they would also inquire with the many programs that the federal government has, to try and see what help I would qualify for. They would also negotiate with the owner of my loan to see if they could get them to give me a lower interest rate. According to XXXX XXXX XXXX it normally would take no more than 120 days. During the process they would keep me apprised of how things were going. They had me sign some paperwork i.e, Author. to Represent Form, Notice to Cease & Desist, and a " qualified written request '. They would call me once or twice a month to tell me " everything was fine '' but would not give me specifics. XXXX is the first month that they have not contacted me and they have not returned any my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A