Date Received: 2021-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had to take a forbearance during covid. They put 3 of my loans in deferment. But my home I am living in they have refused to put the payments at the end of the mortgage. They have been rude they have hung up on me after waiting to talk to someone. They sent paperwork that has errors. I can not get anyone to send the terms I was offered with my other loans. I do not understand why they are doing this. Loancare is the servicer now and they do not know what good service is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to XXXX ( LoanCare ) in late XXXX XXXX XXXX from XXXX XXXX XXXX ( XXXX ). We had previously paid our XXXX mortgage payment to XXXX on XX/XX/XXXX, which was then transferred over to XXXX in a bulk wire transfer on XX/XX/XXXX. XXXX mishandled the payment and did not apply it to my account, and have been unable to resolve the issue in the 4 months that followed. During that time period I have called and spoken to their customer support, payment research, and supervisor teams on 15 different calls spanning 12 hours in duration. I have provided LoanCare with full banks statements and wire transfer information that I collected from XXXX per LoanCare 's request. I have complied with each of their requests, but they have still not resolved the issue and have applied late fees to my account and threatened me with foreclosure on my mortgage. LoanCare has failed to respond to any of my requests or complete any action on their end to help rectify the issue. They've ignored scheduled call backs and will not give me contact information to reach them directly. Each call indicates the issue will be resolved within a week, and each time they fail to make any progress yet they have marked my account as delinquent and applied late charges even when knowing this is an issue they caused. I have provided them with all of the information that I possibly can and I have run out of options for how to move forward. I am submitting a formal request here as I do not know what else I can do to reconcile this issue. There mishandling of this payment and inability to help resolve an issue that they caused is unacceptable and has been the worst experience I've had working with any company in any industry. We unfortunately can not chose who services our loan in a transfer like this, and being left with LoanCare has cost me far too many hours of my time and has made me worried about my financial reputation even though I have made every payment on time and followed their instruction every step of the way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have had a home mortgage with XXXX XXXX ( Loan servicer is LoanCare ) since XX/XX/XXXX. Recently i refinanced that loan and the loan amount with XXXX XXXX was paid off on XX/XX/XXXX. At that time my loan had an escrow balance of {$7300.00} which I should be refunded. Since then i have been trying to call XXXX XXXX and Loancare the servicing company used by XXXX XXXX and have not been able to speak to a customer service representative to understand how i will get my escrow balance back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: our MONTHLY STATEMENT dated XX/XX/2021 total amount was {$1500.00}. On a statement dated XX/XX/2021, it became {$1900.00}, because they added Escrow ( Taxes and Insurance ) for the amount to {$400.00}. We paid our regular monthly payment of {$1500.00} and we did not miss a payment. We received a letter, dated XX/XX/2021, from XXXX, sub serviced by LoanCare XXXX LLC, cancelling the insurance coverage that they ordered and the amount charged to our account has been reversed. The impound/escrow account was also cancelled. We received the monthly statement dated XX/XX/2021, the errors were not corrected and a late fee was also added. We were never late in our payments. Our bank statements can prove it. On XX/XX/2021, we wrote a letter about the errors that were not corrected. We included a copy of our insurance coverage as evidence, which XXXX acknowledge on XX/XX/2021. On XX/XX/2021, we received a " payment reminder notice '', we do not know why, because we never missed a payment. Another letter arrived on XX/XX/2021, about being delinquent in our payments. On XX/XX/2021, we called Loancare and talked to XXXX and later on to XXXX. They said that everything will be corrected. On XX/XX/2021, we wrote another letter about the escrow and late fee errors. we filled the guidelines by CFPB, and we have not recieved any response. As of today, nothing has been corrected. I need your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LoanCare seems to think they dont have to call me concerning the complaint, and they claim it is a duplicate complaint which it is. Complaint ID XXXX I am waiting on the phone to discuss the product and complaint at hand. It was securities fraud in XXXX as indicated in the PDF Uploads Ive provided to them. I have also contacted XXXX XXXX Fraud alert, and waiting on a reply from them as well. Tomorrow I will be reaching out to the FHFA concerning the fraud that was perpetrated on my family during the XXXX Scandal, and XXXX XXXX XXXX. The assignments to XXXX, and LoanCare playing the servicer for XXXX XXXX the investor.
Company Response:
State: MI
Zip: 49316
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is against my mortgage company, XXXX XXXX, based out of Virginia XXXX, in Virginia. XXXX XXXX. XXXX XXXX, Virginia XXXX, VA XXXX ) I have tried to have my PMI removed from my account, since my original loan value was under {$130000.00} and now my home is appraised at above {$180000.00} and is much lower than the 50 % Loan to Value that mortgage companies require, in order to drop this mortgage insurance. I applied to have a refinance with XXXX XXXX in XXXX of XXXX and therefore paid under {$500.00} for an appraisal. That is how I know my PMI should be dropped because of the amount the appraisal came in at. I have attempted contact with XXXX XXXX to review that appraisal since XXXX which would put the appraisal still under the 4 month rule of it being active and current. However all I get is the run around, even when I have been transferred to PMI supervisors. They tell me that they will review my appraisal and if the LTV is lower than 50 % to the total amount owed, they will retroactively credit the PMI to my account. However, all I receive from them after a month and a half of waiting for a reply each time is a generic, auto generated letter from Loancare, which is their servicing company, stating what the process is for cancellation of PMI. There is absolutely no mention of the appraisal they have been emailed multiple times, which each PMI supervisor could see on my records and acknowledged the receival of. I want my PMI dropped and I want my account to be retroactively credit the {$99.00} they charge me monthly, since my initial request to them in XXXX of XXXX. Here is the log of my contact with them. Week of XX/XX/XXXX, initial PMI request on the phone. XX/XX/XXXX emailed and tried to follow up with my request and attached the appraisal in email. XX/XX/XXXX emailed to follow up again. XX/XX/XXXX emailed to follow up again. XX/XX/XXXX called to follow up, spoke to XXXX, she said the review process would take till XX/XX/XXXX and I would receive correspondence in 10 days. I did receive yet another one of those auto generated PMI letters. XX/XX/XXXX spoke to XXXX, asked to be transferred to a PMI supervisor, XXXX, then XXXX. XX/XX/XXXX emailed appraisal to XXXX. XX/XX/XXXX spoke to XXXX in the customer service center, asked to be transferred to a PMI supervisor, got hung up on after 40 minutes of being on hold. XXXX spoke to XXXX, then transferred to XXXX. She stated that she is able to see my appraisal, that someone from the PMI supervisor team would review it and would retroactively credit my account, once they confirm the new appraised worth of my home. Week of XX/XX/XXXX received yet another of the auto generated PMI letters, which I now have about five of. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have multiple mortgages with Loancare and XXXX. I have been paying all my mortgages on time for years. In XXXX 2019, i changed my autopay bank account. Payment didn't go through as i autopay kicked off after a month. Upon further checking i was told when switching autopay it kicks off after a month and have to be paid manually first month. This was reported as late payment to credit agencies and it dropped 74 points on report. This is really hurtful. I have so many mortgages and never been late on single one for years. This could have been avoided if : - There was an alert/indication during autopay setup - Bank sent any letters on late payments highlighting late payment ( only thing i kept receiving was regular statements ) - Call to notify of late payment All i request the bank is to withdraw this late record looking at my history and nature of the issue with the late payment. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my first home on XX/XX/21. My original loan servicer was XXXX XXXX, my first mortgage payment was due on XX/XX/21. I received an invoice from XXXX XXXX on or around XX/XX/21 and paid my first mortgage payment online in the amount of {$1800.00} ( {$1800.00} for loan and {$2.00} in principal ) on XX/XX/21. This payment was posted to my XXXX XXXX account and withdrawn from my checking account on XX/XX/21. On or around XX/XX/21 I received a letter from XXXX XXXX indicating that effective XX/XX/21 my loan was being transferred to Loan Care and beginning on the transfer date any payments would need to be make to Loan Care. I called XXXX XXXX to inquire about the payment that I had already made, they mentioned that it would be transferred to Loan Care. I signed up for the Loan Care online portal in order to check the status of the transfer because according to Loan Care, my first payment was due on XX/XX/21. On XX/XX/21 I noticed that the payment had not yet posted, so I called Loan Care and spoke with XXXX, he mentioned that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I spoke with XXXX from XXXX XXXX and she assured me that the payment had been sent to Loan Care. However she said that she would escalate the issue and and have someone call me within 2-3 business days. On XX/XX/21 at XXXX PST I called Loan Care and spoke with XXXX , he said that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I called XXXX XXXX and spoke with XXXX . He stated that according to their records the payment had been wired to Loan Care on XX/XX/21 as a bulk transfer of {$8000.00} ( {$1800.00} of which was my loan payment. He provided me with reference # XXXX. I called Loan Care on XX/XX/21 at XXXX PST and spoke with XXXX . I provided her the reference number that XXXX XXXX had provided me. She submitted an inquiry into the payment and stated that I should receive a phone call or e-mail in regard to the resolution of this inquiry within 3 to 5 business days. She assured me that the mortgage account was still under RESPA and any late payments would not negatively affect me. I never received a response from Loan Care in regards to this inquiry so I called back on XX/XX/21 at XXXX PST and spoke with XXXX . According to the information that XXXX pulled up, it was noted that Loan Care needed me to provide proof, in the form of my bank statement, through e-mail. She advised me to e-mail XXXX and include my loan number and that the ticket had a task date of XX/XX/21 but she thought it would be completed before then. Upon hanging up with Loan Care, I immediately e-mailed them a copy of my bank statement where it showed that XXXX XXXX had withdrawn the funds along with an invoice from XXXX XXXX dated XX/XX/21 indicating that I had paid my first payment. I received an email from Loan Care with a ticket number, but never received anything in regards to a resolution and the payment was not posted to my account. At this point I was already showing as almost two months late on mortgage. On XX/XX/21 I made, what should have been, my XXXX payment to Loan Care. This payment was immediately posted to my account, however my due date was moved to XX/XX/21. Indicating that Loan Care had still not posted my XXXX payment and was showing me as a month behind. On XX/XX/21 at XXXX PST I called Loan Care to follow up on the status of the pending ticket. I spoke with XXXX who said that the task date had been pushed back to XX/XX/21 and to call back on that date because the payment had not yet been posted. I called Loan Care back on XX/XX/21 at XXXX PST and spoke with XXXX . She said said that the ticket had not yet been closed out on their end. She transferred me to a supervisor named XXXX for further assistance. XXXX stated that due to the amount of time that I had been waiting for the payment to post that she would open an escalated ticket, and that this type of ticket could only be opened by a member of management. She told me that she would e-mail me the ticket number so that I could reference it at a later date if need be. She also told me that someone would reach out within 3-5 business days of the ticket being opened. I mentioned to her that I had e-mail my bank statement and proof of payment to them on XX/XX/21. She searched through her records and indicated that she found my e-mail and the attachments and that she would reference the ticket number in her new escalated ticket. I never received the e-mail with the ticket number, therefore today ( XX/XX/21 ) at XXXX PST I called Loan Care to inquire about the ticket and see if someone could provide me with the ticket number so that I could reference it later. I spoke with XXXX who said that she did not see anything about an escalated ticket. She transferred me to a supervisor named XXXX, who also could not find the ticket that XXXX had opened. Therefore she decided to open a new escalated ticket and she provided me the ticket number. XXXX mentioned that when I provided her my e-mail ticket number she was able to find the e-mail and attachments with the proof of payment that I had sent on XX/XX/21. She stated that this new ticket that she opened should close on XX/XX/21 and to keep checking back on the portal to ensure that the payment in question is credited to my account. I have been going back and forth with this mortgage company for over a month. My RESPA period ends on XX/XX/21 and I fear that the payment will still not be credited to my account which will negatively affect my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into a Forbearance Plan with LoanCare , LLC, effective XX/XX/XXXX through XX/XX/XXXX. The agreement states, " 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. '' When I entered the plan, the account was not delinquent. I made the XX/XX/XXXX payment on XX/XX/XXXX ( which was 29 days late, but not yet 30 days late ). A late charge was assessed to my account on XX/XX/XXXX, as the payment was not received between XX/XX/XXXX and XX/XX/XXXX. Therefore, I entered into the Forbearance Plan with my account in good standing. I continued to make payments while under the Forbearance Plan in both XXXX and XX/XX/XXXX ( on XX/XX/XXXX and XX/XX/XXXX respectively ). I did not make payments in XXXX, XXXX, or XXXX of XXXX ( as allowed under the Forbearance Plan ) and according to the rules of the Forbearance Plan, these missed payments are not to be reported to the credit reporting agencies. I completed the sale of the property for which this mortgage was secured on XX/XX/XXXX. LoanCare , LLC received the total payoff of the loan including the outstanding balance, the missed payments for XXXX of XXXX, and all the late charges due on the account. This payment was made within the Forbearance Plan term, and according to the rules of the Forbearance Plan, bought the account current and requires LoanCare to report the account as current to the credit reporting agencies. In fact, LoanCare issued a {$220.00} refund check back to me on XX/XX/XXXX due to overpayment of escrow on this account. However, in violation of the terms of the Forbearance Plan and the federal CARES Act, LoanCare , LLC reported this account as paid, but 90 days late to XXXX. I demand that LoanCare , LLC correct this information immediately, as this account was paid in full during, and according to the terms of the Forbearance Plan. This is a malicious attempt on behalf of this company to harm me personally as a consumer and violates my rights under the Consumer Financial Protection Act. I have attached documentation supporting my account above, to validate the veracity of my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive recently become 100 % XXXX through the VA and thus qualify in my county for 100 % XXXX veteran homestead exemption. Ive confirmed this exemption with my local appraisal district and submitted a form from them to my loan care who is my mortgage servicer. However the refuse to except anything other than a tax bill which wont be available to my until around XXXX. My local appraisal district said that most mortgage companies will verify by calling them or checking their website since they have the most current property tax information. However like I said my loan care is telling me they wont except anything other than a tax bill from the county tax office. I feel that its not right for them to force me to pay money that I dont owe for nothing other than their laziness. Its currently XXXX and I wont have a Tax bill available until XXXX. Although I eventually will get all that money refunded I shouldnt have to wait months for them to verify this simple situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A