Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care PMI Removal. Based upon my BPO my new value is XXXX I owe XXXX my LTV is 77 % and they are supposed to remove it at 80 %. They are saying they wont remove it till my LTV is 75 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The loan servicing company, Loan Care or XXXX, for my mortgage with XXXX XXXX has been non responsive to my requests to begin the process of closing my loan so that I may complete the sale of my coop apartment. I wrote to the company, specifics below, to request the initiation of this process in XX/XX/2021 and have yet to receive a response. Below ( and attached ) are my attempts to reach the company : -- XX/XX/2021 - wrote to company via " Contact Us '' page on website -- XX/XX/2021 - reached someone at the company via phone who said that the system projects that I will receive a response by XX/XX/XXXX. I did not receive a response. -- XX/XX/2021 - wrote to the company again via " Contact Us '' page on website. No response. -- XX/XX/2021 - my attorney contacted Loan Care to ask for the procedures and closing agent for my loan and was told I need to authorize her access -- XX/XX/2021 - I sent a letter authorizing my attorney to access this information on my behalf. No response. -- XX/XX/2021 - my attorney learned the name of the lendor 's XXXX XXXX and contacted them to request the closing documents. No response to date other than the request was received. The contract for my apartment was signed in XX/XX/2021, and the closing is now almost two months past the projected date and I am in danger of losing the sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Per the Covid Cares Act, if in forbearance due to Covid related hardship the mortgage company should not be reporting the payments as late during that time to the credit bureaus. My mortgage company did, my credit shows late payments every month during forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - Submitted application for mortgage refinance with XXXX XXXX XXXX XX/XX/XXXX - Initial underwriting approved XXXX - Closing and commitment letter, documents signed and approved XX/XX/XXXX - Check for first payment posted to XXXX XXXX XXXX XXXX - Mortgage is sold from XXXX XXXX XXXX to LoanCare LLC XXXX East XXXX a XXXX XXXX ) XX/XX/XXXX - First and only, Notice of Policy Expiration from XXXX Insurance sent to homeowner ( me ) and XXXX XXXX XXXX marked as " Payor '' in notice ; expiration is XX/XX/XXXX at XXXX AM. XX/XX/XXXX - XXXX XXXX - East obtains loan from XXXX XXXX ( unsure if a Notice of Transfer was sent to XXXX ) XX/XX/XXXX - Notice of Lapse sent to homeowner ( me ) with XXXX XXXX XXXX as the Mortgagee ( s ) XX/XX/XXXX - Check for first payment posted to LoanCare LLC - East XX/XX/XXXX - XX/XX/XXXX - Shopped around for new homeowners insurance, spoke to XXXXe about the lapse ; they stated they would NOT reinstate us despite the situation of service provider transfer, we would have to reapply and go through underwriting again ( despite being a multi-year, auto and homeowner customer ) XX/XX/XXXX - Purchase of homeowners insurance from XXXX XXXX and effective date XX/XX/XXXX - First notice of hazard insurance lapse/expiration received from LoanCare, spoke with customer service representative of LoanCare that XXXX XXXX insurance was in effect as of yesterday, explained refinance situation and that the lapse happened between service transfer from XXXX XXXX and LoanCare, CSR stated this was ok and now that insurance was effective situation was remedied XX/XX/XXXX - Second notice of hazard insurance lapse/expiration received from LoanCare, spoke with customer service representative who transferred to escrow department, escrow department stated that there was nothing we could do to purchase insurance for the lapsed time and that it was service provider error ; an escrow analysis would be done to ensure escrow was not under- or over-funded XX/XX/XXXX - Notice of forced place insurance being purchased from 'lapse period ' of XX/XX/XXXX ( incorrect date, date of ownership by LoanCare but policy lapsed XX/XX/XXXX ) - XX/XX/XXXX ( date of new homeowners insurance policy instated with XXXX XXXX ), despite two correspondences with Customer Care and Escrow from LoanCare XX/XX/XXXX - Talked to escrow department at LoanCare, spoke with XXXX who created Corporate Credit Request to pay for the {$430.00} forced place insurance purchase charge for the XXXX period, was apologetic and said I would be contacted with outcome in XXXX business days XX/XX/XXXX - Called escrow department at LoanCare to follow-up on XXXX XXXX XXXX ; request was denied XXXX stating XXXX contacted homeowners ( me ) about possible lapse and we did not reach out to our servicer to ensure it was paid I am concerned about how I am supposed to ensure escrow is paid when my loan was being transferred between service providers at the same exact time my homeowners insurance policy is supposed to renew. I have maintained my escrow account for years, through several service providers, purchasing of new homes, working with several companies, and never once had this issue. XXXX XXXX XXXX needs to be held accountable to make sure they did their due diligence and followed appropriate laws and regulations in maintaining my escrow account in their ownership and selling of my mortgage to XXXX XXXX - East. XXXX XXXX - East needs to be held accountable to ensure that if they received proper notice from XXXX XXXX XXXX in the service transfer that they disbursed escrow appropriately. It appears that one or the other, or both, did not handle our escrow account in accordance to federal laws and regulations. I can not get a straight answer from XXXX - who tells me it is the mortgage companies fault, or from the mortgage companies - who tells me XXXX should have received notice and they missed it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50265
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold my loan in XXXX to XXXX. XXXX XXXX sent me a goodbye letter stating XXXX was my last payment. XXXX sent me a bill for XXXX. I paid XXXX for XXXX and called XXXX XXXX and the customer service rep said XXXX will notify us and everything will be ok, it takes time. XXXX comes around and I get a bill from XXXX XXXX I called customer service and they said XXXX will notify us and everything will be ok, it takes time. In XXXX a manager called me and told me I need to pay XXXX XXXX for XXXX. So I paid.I now have 2 mortgage payments ( {$6000.00} ) for XXXX and nobody wants to take responsibility. In XXXX XXXX XXXX send me to the Credit Agencies for 30 days late with a {$0.00} balance. I paid the bill in XXXX and the rep said nothing was going to be reported. Neither company will take responsibility and keep, pointing the finger and their customer service is worthless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I signed up for automatic payments with the loan company on XX/XX/2021 & XX/XX/2021 I saw on my statement bad check reversal for {$1500.00} and I was charged for a returned check fee. The money was in my account I attempted to call and speak to someone about these charges and payments I was left on for for greater then 20 minutes multiple times, I left messages and I used their contact form. I did not receive any response from anyone. I never received a copy of the payment being returned by the bank from the company and my bank always contacts me with any activity on my account. I stopped the automatic payment program and now pay monthly. I then received a letter from my home owners insurance company XXXX XXXX XXXX that my premium had not been paid by the loan company. They tried contacting them multiple times also. My loan includes homeowners insurance, property tax and the actual mortgage payment. I emailed copies of my home owners insurance to my loan care and they were supposed to pay the homeowners insurance. This company has the worst customer service and no communication comes from them. I want to change loan companies, I have never had this lack of response from any other company I have dealt with. I am going to try and change loan companies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage ( # XXXX, XXXX XXXX XXXX, XXXX XXXX serviced through " My loan care ''. The property was sold on XX/XX/XXXX. Release of mortgage was not filed until XX/XX/XXXX. Received a letter from the attorney XXXX XX/XX/XXXX ) of the purchasers of the house saying that the release of mortgage had not been filed. Called every phone number on their correspondence and any number I can find for the company through " XXXX '' and got the same recorded message to either change my address or hear my 1098 info, with no option to talk to a human. Finally found an email address online for a research department for said bank ( XXXX XXXX Sent an email on XX/XX/XXXX. Received an automated response with a ticket # of XXXX on XX/XX/XXXX. Received an email on XX/XX/XXXX with an attached release of mortgage. Mortgage was filed in the wrong town ( XXXX, CT ) when the original mortgage and house reside in XXXX, CT, and with the wrong date. I, and my attorney have sent numerous emails since trying to get them to correct the error, and have received no response or correction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage loan with Loancare. I was financially impacted by the COVID pandemic and for that reason, Loancare approved a forbearance plan between XX/XX/XXXX and XX/XX/XXXX. The forbearance plan allowed me not to make the monthly payments for four months - XX/XX/XXXX through XX/XX/XXXX, without any late fees being assessed. However, these four payments would need to be made after the forbearance plan expired. While Loancare was processing the forbearance, they waived two late fees of {$21.00} each assessed for the XX/XX/XXXX and XX/XX/XXXX payments. In mid XX/XX/XXXX, I notified Loancare through their website that I was ready to get out of the forbearance plan. Between XX/XX/XXXX and XX/XX/XXXX, I made the four payments for the months of XX/XX/XXXX through XX/XX/XXXX online through the Loancare website. However, when the time came to make the payment for the month of XX/XX/XXXX, the website didn't allow me to make it, so on XX/XX/XXXX, I called Loancare and made the XXXX payment by phone. The representative who helped me said the problem with the website may have been caused by the forbearance, but the forbearance was being removed from my account, so going forward I should be able to make the payments online as usual. On XX/XX/XXXX, I had to go out of the country to attend a funeral. Before leaving, I tried to make the XX/XX/XXXX payment online, but the website still didn't allow me. On XX/XX/XXXX, while I was out of the country, I received an email from Loancare advising my mortgage loan had been removed from forbearance. So, I tried to make the XXXX payment through their website. However, I couldn't access their website at all. I was able to pay all my other bills online from another country - even my electricity bill - but I couldn't even access the Loancare website! On XX/XX/XXXX, just after returning to the U.S., I proceeded to make the XX/XX/XXXX payment online, but at first had problems accessing the Loancare website. The website kept telling me a security code was sent to my phone, but I didn't receive any code. That happened about four times, so I called Loancare. However, after being on hold for more than 30 minutes, someone hung up on me. I called Loancare again and while I was on hold, I made a few more attempts to access their website. I finally received a security code on my phone, which allowed me to login to the Loancare website and schedule the XX/XX/XXXX payment. However, a late charge of {$21.00} had been assessed for the XXXX payment. Meanwhile, I was still on hold with Loancare and finally a representative responded. I explained the situation and requested the late charge of {$21.00} assessed for the XXXX payment to be removed, since I was unable to access the Loancare website while I was out of the U.S., and I couldn't call Loancare while being in another country. The representative confirmed their website can't be accessed while being in another country. However, he denied my request. He said two late charges had already been removed in XX/XX/XXXX and XX/XX/XXXX and he wouldn't be able to waive any more. I told him those late charges were removed due to the forbearance, but that didn't make any difference. The representative still denied my request to remove the late charge for XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had continued issues with XXXX LoanCare , LLC paying the correct property and school tax from our escrow account. There are sufficient funds in our escrow account, but according to past phone calls, most recent of which was XXXX XXXX, they have been paying the wrong amount and wrong parcel number. It took us 1.5 years and a complaint here with CFPB to get them to pay our XXXX property/school tax. They accrued a couple XXXX dollars of extra fees by paying it excessively late. Now we are having issues with our XXXX property/school tax. Our most recent correspondence was received from our local Tax Claim Bureau that our property/school tax has again not been paid in full on time. The certified letter is dated XX/XX/XXXX and states : " If you fail to pay this tax claim or fail to take legal action to challenge this tax claim, your property will be sold without your consent as payment for these taxes. '' I forwarded this letter through their preferred online form/messaging center and like last time, did not receive any type of receipt of message or response back. Their online messaging system does NOT work at all! Previous form submissions included a letter from XX/XX/XXXX and letter from the school district XX/XX/XXXX. The tax bureau still shows {$2300.00} of delinquent taxes need to be paid for XXXX. This is not our fault but we could receive the ultimate penalty for their continued negligence to correct the addresses and account numbers on our property tax/escrow account! I sincerely hope this complaint will rectify this situation permanently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17545
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan/mortage loan was transferred XXXX XXXX on behalf of XXXX XXXX XXXX XXXX XX/XX/XXXX of this year. I have for 2 weeks attempted to speak with a live person on the phone however I am unable to leave a message and the system pushes you through to the auto pay menu. They were also unable to accept my payment prior to my cut off because the system wouldn't recognize me as a customer. I have all of my transfer paper from my previous Mortage along with account number however I could not make my payment. Also I am in immediate need to speak with account management due to some damage I had incurred and the home insurance is paying for repairs. Hower since I can not get in contact with a real person I don't know where to fwd. the insurance check for cosigning. so I am unable to start any repairs without this important piece of info. From my short prospectus of this company they appear deceptive and lack handling my XXXX Mortage Account as a Fiduciary. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A