Date Received: 2021-09-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in the forbearance Loss mitigation program with Loancare. I was affected by Covid 19, I loss my job and have found another job with XXXX income reduction. I have been sending in required documents. I have letters staying I am in the Loss mitigation and that no negative information would be reported. XXXX Loancare report my whole forbearance amount XXXX in late payments. I am supposed to be getting a loan modification to avoid this very thing. Now my credit drop 5-points which is hindering me more, This is unfair when I am doing all the mortgage company is telling me to do. Please help me get this corrected. I have not been denied loan modification, I am right in the middle of the process, how can they be allow to report negative against my credit. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX erronously opened an escrow account w/o my authorization. There was a gap in Homeowners Insurance that was corrected and paid in full. A new in force policy was provided to XXXX timley. My loan # is : XXXX ; the property address in : XXXX XXXX XXXX, XXXX XXXX, CA XXXX. This is the second complaint I have filed. I filed complaint # XXXX on XXXX XXXX XXXX XXXX. I have heard nothing from XXXX or the CFPB re my prior complaint.,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94803
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having a problem with my XXXX XXXX XXXX LoanCare. I recently successfully completed chapter XXXX bankruptcy. I have made all of my payments and my loan servicing place is harassing me daily telling me i havent paid. I have bank statements and proof of all payments. I have spoken with 3 separate phone reps and 1 manager. All wgo have supposedly identified the problem ON THIER PART and promised to submit this and that to correct the issue only to never have anything fixed. I last spoke with the manager one week ago on Friday. Today I was notified from my credit reporting agency that they have reported me as over 30 days delinquent on my payments. I have contacted my chapter XXXX bankruptcy attorneyAnd I'm filing a formal complaint with you guys.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called LoanCare ( XXXX ) XXXX and spoke with XXXX in the Loss Litigation department on XX/XX/2021 and requested again to be processed for a Streamline Payment Deferral Plan. XXXX confirmed I qualify for this program. My account is current and active but she could not process my request based on the advice of her supervisor XXXX. I was transferred to the Loss Litigation Escalation department and spoke Supervisor XXXX in the XXXX office. He also confirmed that I qualify for a Streamline Payment Deferral Plan but because I owe more than 18 months my request was being denied. I advised XXXX I respectfully disagree with the denial because I have been requesting a payment deferral for months and their delay in a proper process has added avoidable debt/months to my account. Had they processed my deferral like they promised me back on XX/XX/2021 I would not owe more than 18 months. I advised XXXX I have been requesting a payment deferral verbally and in writing for months. On XX/XX/2021 I spoke with XXXX XXXX employee number XXXX and she too qualified me for a payment deferral and she calculated {$40000.00} that was going to be deferred. She even sent me an email with a quick note of the dollar amount I was going to be short in taxes for 2022 year in the amount of {$580.00}. ( see attachment 1 ) Ultimately, XXXX did agreed with me that I should be provided a deferral plan but still he did not complete my request to close the modification and place a payment deferral request. He instead promised to send an Escalation review request email as Urgent and promised a response back via phone by a supervisor from his department no later than next Tuesday. I complain that Loancare failed to send my deferral documents as promised to me over the phone on XX/XX/2021 thus pushing me more in debt. I complain Loancare has failed to streamline my request today for a payment deferral even after I brought to light their continued bogus denial and instead is choosing to intentionally delay my request by promising me a call back no later then next Tuesday.
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: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: * XX/XX/XXXX - Application for For COVID-19 Forbearance is Approved by LoanCare for 360 days. At this point my account with LoanCare is current. According to LoanCare 's Forbearance terms : " 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 '' * XX/XX/XXXX - I am notified that mortgage servicing will be transferred to XXXX XXXX XXXX d/b/a/ XXXX XXXX effective XX/XX/XXXX * XX/XX/XXXX - Servicing of my Mortgage is to XXXX XXXX XXXX d/b/a/ XXXX XXXX * XX/XX/XXXX - LoanCare LLC reports a 90+ day delinquency to XXXX -- in violation of their agreement to report my account as current * XX/XX/XXXX - While applying for refinancing, I am informed of the XX/XX/XXXX entry in my credit report. This makes me ineligible to continue my application. I then contact LoanCare directly. I speak to representative XXXX. She tells me that this mistake happens sometimes with accounts that are in forbearance. She then guides me on how to submit a credit dispute to LoanCare. After submitting the dispute, she informs me that it will take up to 30 days to receive a response. I ask if this review can be expedited and ask to speak to a manager. XXXX 's manager then comes on the line. The manager informs me that the because my account was behind when I entered into forbearance, then it is reported as behind. I correct her that I was not behind on payments before entering forbearance. She then seems to come up with a different explanation -- that when they transfer mortgage servicers they have to report accounts in forbearance as behind. I then remind her that this is violation of the forbearance agreement. As I'm explaining this she talks over me repeating the same explanation as before. Trying to make my case, the manager hangs up on the call as I'm speaking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working with loan care for over 10 months now. I did a refi in XXXX, and have been making payments regularly since, each time involves calling and a bunch of XXXX.I reached out to you XXXX a couple months back and for a small moment things were oknow here I am again going through you XXXX for help! Here I am not able to make a payment on my account via the APP, online or via telephone. So upon calling and going through 20 plus minutes of prompts to talk with a person, I come to find out their is a freeze on my account stopping me from being able to make MY MONTHLY PAYMENT. No call/letter or email stating why, then after being on hold and speaking to 6 different departments my calls are dropped. Whats going on with this place, what a JOKE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got a lump sum payment from XXXX instead of retirement. The intent is to pay off my Mortgage, but my mortgage provider won't give me the paperwork I need in order to initiate the wire transfer. I contacted them at the beginning of XXXX, toward the end of XXXX as well as filling out the payoff form request online. I called them again last week, and they say they sent it. I still want to pay off my loan, but it usually takes literally a two-hour wait, on hold- to get a live person on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 the company MyLoanCare NMLS # XXXX should have automatically drafted a mortgage payment from my bank. My account with this lender has been on autopay since the account was created. The lender has not drafted from my account which at the time had sufficient funds. The lender refuses to pick up the phone or provide a way to contact them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter at the beginning of XXXX from mortgage company Loancare , LLC stating that I did not have flood insurance on my property. I do have flood insurance separate from my homeowner 's insurance. I uploaded Insurance documents on XX/XX/ to the portal and received email verification that they were received. On XXXX I was notified that my Escrow account had disbursed {$2700.00} for flood insurance purchased by the lender since I did not have my own. I uploaded coverage documents to the online portal on XX/XX/ and again received an email notification that the documents had been received. On XX/XX/ I contacted My Loan Care by telephone to follow up. After being placed on hold for over an hour and being transferred to several people I was told I needed to upload documents to prove coverage. I stated I had done this on XX/XX/ and XXXX The representative 's response was " sometimes it takes a few days '' so I should resubmit the documents and call back another day. I requested an email to submit the documents to since uploading them had been unsuccessful, despite my having received two separate emails confirming receipt. I again submitted the documents by email XXXX On XXXX I logged in to check the status. The information still had not been updated, nor the escrow disbursement reversed. I AGAIN uploaded the documents to XXXX on XXXX. Once again I received an email confirming the the documents were received. I plan to follow up by phone again next week, but given the history of poor communication, fraudulent escrow disbursement and lackadaisical attitude of employees this incident should be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Escrow Department for LOANCARE , LLC did an escrow analysis. They stated my XXXX County Maryland taxes were paid 4 times a year. They read the bill wrong. They kept telling me that my tax bill doubled but the XXXX County Treasury office confirmed that the taxes are only paid in two installments. I called LOANCARE today and the representative stated this was an error. With this erroneous analysis, they stated my mortgage payment would be an additional {$500.00} dollars. This was outrageous. The County confirmed it never doubled. I provided proof. ( see attachment ) On today XX/XX/XXXX, the representative saw it was entered into LOANCAREs system four times a year by error. The reps supervisor confirmed that it was an error. She put a request to have another analysis done and it should be fixed by XX/XX/XXXX. I should expect a new analysis delivered to me. If this does not happen, I will be submitting everything to my attorneys office for litigation. My account was also reported over 120 days late as of XX/XX/2021 on my credit report. This is inaccurate. My loan was transferred to XXXX/LOANCARE servicing in XXXX while it was still in a CARES ACT forbearance. ( see attachment ) Federal Law states there is a two month period of no negative credit reporting or fees accessed while a mortgage loan has been transferred to a new mortgage servicer. While still in the transfer period, my loan remained in forbearance while LOANCARE processed a loan modification. The modification documents show that my first payment is due XX/XX/XXXX. ( see attachment ) My credit report should have never been reported late. Again, it shows that I am over 120 days late. This is current data reported as of XX/XX/XXXX. LOANCARE has damaged my credit with this. They have broken the law.
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: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A