Date Received: 2021-05-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/2021 To : Consumer Finance Protection Bureau From : XXXX XXXX XXXX RE : Complaint CFPB, I am contacting your agency because I am not able to get my previous mortgage company, LOANCARE to report my mortgage history correctly. We have been trying to get my credit report corrected since XX/XX/2021. We had a mortgage with LOANCARE that was paid off in full in XXXX ( Sale of Subject Property ) of 2021. At the time that the Mortgage held by LOANCARE was PAID OFF in full, the mortgage was in Deferment as per the CARES ACT. As of this date, XX/XX/2021, LOANCARE is reporting to Experian that we had a 90 day lateness of this account. This is not possible because a deferred mortgage under the CARES ACT can not be reported as being late while the payments are deferred. NO payments were due until XXXX. The mortgage was paid off in full in XXXX ( over 2 months ago ). We have called LOANCARE repeatedly to request that they send a letter stating that the account is reported incorrectly, but all they say is that it will take 30 more days. We are of the opinion that our rights under the Fair Credit Reporting ACT are being violated. This incorrect reporting of our mortgage payment history is damaging my credit and we are now about to lose our {$9500.00} Earnest Money Deposit on the next house we are under contract to purchase. We can not move forward with our mortgage approval because of this incorrect reporting by LOANCARE. We are retired and we can not afford to hire an attorney to address this issue. We are in desperate need of some help here and time is of the essence. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY STATE RIGHTS ARE BEING VIOLATED. I AM BEING OVERCHARGED ILLEGALLY. When closing the refinance in XX/XX/XXXX with the same company I had a mortgage since I 1st bought the house, I gave the closer a the originals from the state of WASHINGTON that I am a XXXX individual. It is XX/XX/XXXX. I have mailed by regular mail copies of the XXXX status, I have uploaded SEVERAL times to their upload option in the Contact US link ( which was re-suggested I use by the company just a week ago ). I have been overpaying and even struggling to meet the excessive payment. The 'released ' a 1st escrow payment, but I receive no refund from this company either. I called last week. The agent said she doesnt see any copy in the system ( whether the one I gave the colser, the one I sent by mail or the several I sent online ). The escrow rep told me to re-uploaded. I did last week. NOTHINHG changed. I wrote again yesterday to their non-functioning-Contact-US ( a problem I have had complaint about this company here before, they gave the impression that they upgraded and improved their online services, BUT THAT IS BULL!! ) I told them to contact me in 24 hrs. Of course, NOTHING happened. So, here I am, 1 step away from suing. I demand that they follow the law, adjust my bill, and/or give me a refund! Im being robbed here! My rights as XXXX veteran are more than violated. I did my due diligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: So I have been on forbearance for the past year like everyone. In XXXX, the COVID Relief act passed {$9.00} XXXX to help homeowners. When I try to apply for these funds to help bring my mortgage current, there seems to be no money available. So is this a lie? Why cant we apply for help from this {$9.00} XXXX. I NEED HELP ASAP. My forbearance ends soon. See XXXX XXXX XXXX XXXX XXXX " The bill also provides {$9.00} XXXX to help homeowners struggling with mortgage and utility payments. To apply for mortgage assistance click here. " but when you apply it just takes you to a page that says you have to apply for a forbearance. ARE YOU KIDDING ME??????? please eXPlain why this money is not really available to help homeowners stay in their homes when it was put in writing that it was.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home was destroyed by not one but two hurricanes in XXXX of 2020. We have provided all information loancare has asked for from us and our insurance company. We have done all inspections and they do not agree with our inspector and refuse to serve us remaining funds. We have had an open request for 67 days now and still no answer from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70607
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX - When I had my loan first set up with this company they used LoanCare to process the payments. I had a loan number ending in XXXX I would send payments through XXXX XXXX. XXXX XXXX quit using loan care, so I went back to sending them payments directly They changed back to Loan Care for servicing. I went ahead and made the change in XXXX XXXX. What I did not realize was they changed my loan number ending in XXXX I sent them 3 payments they SAY, they can not find. XXXX XXXX and I have sent them Trace ID 's and I have sent them Proof of Payments from XXXX XXXX. They have the account numbers. I've been calling them every week since XX/XX/XXXX. I can not get them to credit my account with the 3 payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i pay my mortgage with " myloancare '' online through their website, it has been almost 7 days now where i can not access the website. i have tried from numerous devices to access the website and every time i receive the prompt " the site can not be reached. '' i have tried to pay through the phone by using their automated system. the system told me my payment was processed, yet no evidence of a payment confirmation has shown. every time i make a payment i receive an email confirmation that a payment has been made. i have not received one yet. usually within a few hours, it shows that the mortgage bill is processing in my bank account which has not happened yet either. i feel like it is extremely difficult to pay my mortgage which i personally am more than willing and able to pay, the payment systems they offer dont seem to be working and it is becoming increasingly worrisome that if my payment is not made on time that i will receive repercussions for something that is not my fault. the company has not seemed to communicate anything reguarding this issue. upon checking online there are other consumers who are facing the same issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I bought my house last year in Tennessee, the mortgage was immediately sold to a company called XXXX XXXX XXXX XXXX of XXXX XXXX, VA. XXXX which is owned by LoanCare LLC. I immediately noticed that their website or app didn't work as I had questions about extra principal payments. It is also impossible to reach a customer service representative over the phone. Endless voice prompts that lead to nowhere. My worst fears are coming true as they now have stopped paying my homeowners insurance and I suspect they are about to force a higher premium on me to ultimately drive me into foreclosure and take my house away. There are hundreds of complaints like mine on social media about this company. Why is no one doing anything about them?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37160
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are in the process of selling our home, which was scheduled to close XX/XX/2021. When we requested the closing documents to look over before on XX/XX/2021, we found out that our property taxes were not paid. In addition to that, we discovered that Loan care llc made a tax payment from our escrow account to another property that does not belong to us in the amount of {$3100.00}. ( Loan care LLC paid {$3100.00} to property tax map number XXXX. Our property number is XXXX. And the tax office showed, as of XX/XX/2021, that none of our property taxes had been paid by Loan Care Llc. ) We called loan care on XX/XX/2021 to verify they made this error. The first representative for Loan Care LLC that we spoke to on XX/XX/XXXX stated, among other things, that WE should take care of this issue because they are " such a big company '' that we ( my wife and I ) would " have better luck resolving the problem ''. This was Friday XX/XX/XXXX. By Monday XX/XX/XXXX, we submitted 2 files through our portal on their website showing documentation of the correct tax map number of our property for them to make the correct payment to the tax office on behalf of our property AND to get the amount that was paid out of our escrow account to a property that was not ours, credited back to our account. We then pursued correspondence with Loan Care Llc DAILY to help assist in making sure everything would be resolved as quickly as possible. The sale of our home was now being delayed and we had already moved all of our things out of our home for the closing that was scheduled for XX/XX/XXXX ( which we were told was set and ready to go with no issues ) We had to stay in hotels/vacation rentals starting on XX/XX/XXXX ( so we had time to have the home cleaned and ready for the Monday XX/XX/XXXX closing ) until the sale of our home went through as we were relocating to FL. This was also delaying our buyers from purchasing the home in which they had already sold their home and needed to close and move in asap. In our DAILY communication, we were lied to repeatedly. They told us that they would have everything resolved by the XXXX. This date was pushed back to XX/XX/XXXX. On XX/XX/XXXX, when we called to check on the status, it was still not even close to being resolved. Loan Care Llc claimed that they made a payment towards our taxes but the XXXX county tax office stated they had not received any payment from Loan Care Llc. Also the payment that Loan Care claimed to had dispersed to the tax office was only part of what was due. ( They claimed that they paid {$650.00} towards our taxes plus late fees that were not supposed to be assed to us as it was their fault that the payment was late. They still owed {$1900.00} plus late fees to payoff the rest of the tax bill that was for our parcel ). They then added the {$650.00} plus late fees and assessed it to our escrow account which now increased the amount they showed we owed them. ( Our escrow still showed that we owed {$3100.00} which was paid to the wrong property, then they assed to our escrow the additional {$650.00} plus fees that they claimed they paid to the tax office PLUS the tax office was assessing the full amount of taxes we owed to us because the XXXX county tax records were not showing any payment was made towards our tax bill ) We had also been told previously that we were sent to the " escalation department '', but when we asked for some documentation to back what we were being told, they refused. We requested to speak with a manager on MANY occasions and were denied access to any upper management with Loan Care Llc 's associates telling us that they could not connect us with a manager and that their managers could not do anything to help us anyway. By XX/XX/XXXX we demanded that a manager call us back or we would need to pursue legal action. Mind you this is after 12 DAYS of calling every single day and being put on hold for hours on end, being lied to, given false information and having NO progress of the issue being resolved. We finally received a call back by XXXX in upper management the next day, XX/XX/XXXX. XXXX apologized for the things that were told to us and said she didn't know why we were told it would be resolved by the XXXX. She admitted that the mismanagement of our escrow account was definitely the fault of Loan Care Llc and she assured us that she would personally see to it that everything would be resolved by XX/XX/XXXX and she assured us that we would be able to schedule our closing by then following day, XX/XX/2021. XXXX gave us what she said was her direct line phone number - XXXX ext XXXX and said we could reach her directly on that number. We took XXXX 's word for it and waited a few days to check on things giving them time to request reimbursement from the tax office for what was paid out of our escrow account towards the wrong property and to fix all the numbers in our account with Loan Care Llc. We tried to call the direct number for XXXX that she gave us SEVERAL times to check on the status of things. It never connected to XXXX but every time we called it, it went to an automated message line. On XX/XX/XXXX at about XXXX, we called the XXXX county tax office to check on the status of our tax assessment. They showed in their records that they received payment that day ( XX/XX/XXXX ) in the amount of {$780.00} ( {$650.00} + {$130.00} late fee ). The Loan Care Llc office had told us this was paid 12 days prior. I spoke with XXXX XXXX with the XXXX county tax office and she confirmed to me that they had JUST received the {$780.00} payment but that {$2600.00} was still due in taxes for our parcel and that Loan Care had not yet paid the full amount we owed. XXXX XXXX also stated that Loan Care llc had not even sent a request to the tax office requesting a reimbursement for the taxes that were paid out of our account to the incorrect parcel. XXXX stated that the tax office could not issue a refund to Loan Care Llc to apply to our escrow until Loan Care Llc sent them a formal request for reimbursement. We then called Loan Care Llc AGAIN, and spoke with a few associates until we were transferred to XXXX a " supervisor ''. We asked to speak to XXXX XXXX told us that she didn't know who XXXX was. We told her XXXX was a manager and we spoke with XXXX the week before. We suggested XXXX look in our previous weeks phone call records on file. XXXX put us on hold for over 30min. Came back telling us that there was no record of us speaking with an XXXX in our account. I said that it was pretty odd that somehow our communication with XXXX had disappeared into thin air. I suggested that it seemed odd that XXXX did not even know the people that she worked with and asked her why she could not contact XXXX and let XXXX know that we were on the phone looking to speak with her and follow-up on the what we had discovered. XXXX seemed to have some kind of memory jogging moment and all of a sudden knew who XXXX was AND how to get a hold of her. We were told XXXX was going to call us back in an hour. ( Mind you previously, everytime we were assured that we would get a call back from someone, they never actually called us back ) Long story short we were able to get in contact with XXXX. We expressed the fact things have still not be resolved. She said she submitted this to her supervisor and will be working on a solution. At this time I have no confidence in their ability to truthfully and efficiently hand this on going issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29651
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, my Flood Insurance failed to renew. Unfortunately, I did not receive US mail communications because we were not staying at the home after XXXX XXXX. XXXX, I noticed that my mortgage payment increased by {$500.00} so I contacted LoanCare to understand the change. Initially I thought my payments were late and gave it a few months before I actually took action. I did request a refund of the late fees and that request was acknowledged ( they received my email ) and completed it properly, although nobody contacted me with an update. I had to log-in and review the transactions to determine my request was processed. I inquired about why my payment increased and the representative discussed escrow transactions. Simply reading the Escrow payouts which did not explain WHY the monthly payment increased. I was told the escrow allotment increased, but they did not tell me it was because my flood insurance policy did not renew and a lender imposed flood policy was purchased for {$2200.00}. It took me several weeks to research by making multiple phone calls and submitting email requests - I was left to figure it out on my own. Once I determined the issue, I took immediate steps to purchase a new policy and update my account. I had to work with the insurance department and they were more responsive than your general customer service. Definitely more competent and willing to help a customer figure things out. I did what I was told, I took out a policy, PAID for it and submitted the correct information/proof the policy had been purchased and paid in full. I thought I was done, but no, I later realized that LoanCare took money from the Escrow and paid the policy premium a second time. Remember, my goal at this point is to have the mortgage payment revert back to the original payment amount. By this time, I moved on to fixing my next problem, which was ensuring the refund from the lender imposed policy was deposited back into my escrow account. I was told over and over that it would be sent directly to me - which it clearly wasn't. I reached out AGAIN via email asking that the funds go directly toward my escrow account, which they did, however the amount of the refund was shocking. LoanCare representatives contributed to lengthening the # of days the policy was in place, reducing the prorated refund daily. Not being helpful to resolve my issue, I paid {$1000.00} of a {$2200.00} policy which typically costs {$500.00}. I received a refund of a little more than {$1200.00} ( rounding numbers of course ). If LoanCare representatives would have assisted me in XXXX when I first inquired, I would have resolved this issue in just days. I feel it is only right that LoanCare recalculate the prorated insurance amount to reflect a cancellation date of XX/XX/XXXX ( or reasonable date ) since it was my fault for not taking more effort to check my mail back in XX/XX/XXXX when the Flood insurance did not renew. Essentially, because of the lack of interest in helping I actually paid {$1500.00} for a {$500.00} policy as a direct result of the customer service received. Contacting LoanCare : XX/XX/XXXX - Ticket number XXXX, sent email when I discovered my regular schedule auto payment was not covering my monthly payment. Response received the same day advising late fees were refunded, but still did not realize my payment had increased. XX/XX/XXXX - Ticket number XXXX, I sent an email asking why another disbursement was paid for flood insurance when I already purchased the policy as instructed by the insurance department. XX/XX/XXXX, my email was responded to with a generic message advising me to contact the insurance department. Made contact via telephone asking that insurance policy refund be applied to my escrow account. XX/XX/XXXX - Ticket number XXXX ( not sure why I received 2 different ticket numbers ) - sent an email stating the refund was not applied to my escrow but instead was applied to the principal. I asked to correct this and apply the funds to my escrow balance. I received a response asking me to contact LoanCare via telephone ( which I did ). XX/XX/XXXX - Ticket number XXXX, discovered that insurance policy refund was applied to my next payment vs my escrow account. Sent a lengthy detailed email about all the issues I had encountered and the lack of response to assist. Which I did not receive a call back. At this point, I had a new issue ( my fault ) because I attempted to update the payment amount with my financial institution, but inadvertently made a second payment. I asked that this be refunded back to my financial institution, but my request went unanswered. XX/XX/XXXX - contacted LoanCare via telephone and requested to speak to a manager. A manger did call back, but the connection was so bad I could not make out what she was saying. I immediately followed up with an email describing what happened and asked for a call back ( ticket number XXXX ) which went unanswered via telephone and email. XX/XX/XXXX - contacted LoanCare via telephone. expressed my concerns AGAIN. Asked to speak to a manager AGAIN. I was on hold for most of the 27 minute call before I hung up. I think it is very clear that I was diligent about rectifying the issues with my account and get the monthly payment back to a manageable amount. LoanCare servicing is HORRIBLE and during this pandemic has put additional strain on my financial situation and cost me money I could not afford to payout and now, will not receive back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we mailed a forbearance extension request for our CARES act XXXX XXXX mortgage loan. We noted that we are still experiencing a hardship due to COVID 19 and would like to a request an additional 3-month forbearance extension. We called to follow up with Loan care on XX/XX/XXXX regarding the extension request. We were told by the representative that she entered the application for us and that we would receive an update with in 5 days via email or regular mail regarding our extension. We havent received any update. Today we called again and were transferred to XXXX in the loss mitigation department. She advised us that the request we submitted was closed on XX/XX/XXXX. We were never notified of the closure and do not know why our protected XXXX XXXX loan forbearance is not being extended under the CARES act as it should be. We are currently in an active CARES Act mortgage forbearance plan with LoanCare/XXXX XXXX and are requesting an extension to that forbearance. Our hardship has not been resolved. We have not received any communication regarding our multiple requests for extension. We would like to receive written notice of our mortgage forbearance extension under the CARES act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07424
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A