Date Received: 2021-04-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: during the entirety of the loan, the statements that the company provided me and had online do not match the audit results of the loan when I requested a payoff. They stated that there was an added XXXX dollars +- that I needed to pay. It took them several weeks to get me my payoff amount and that was only due to numerous attempts to contact them. If the numbers that I was given had been accurate this wouldn't be an issue but they were not. On XX/XX/XXXX I went online and received the principal balance amount of {$14000.00}. On XX/XX/XXXX I added {$100.00} to that amount to cover any incidentals and made an electronic payment in the full amount of {$15000.00}, which should have been my final payoff, plus or minus a few dollars. For the next few weeks I attempted to get confirmation that my loan was paid off, or what small amount would be due. Nobody could find my account. I finally spoke with XXXX on XX/XX/XXXX who put me through to Miss XXXX at XXXX XXXX. She then told me Id get my payoff within one day. I then went online the next day and found my payoff principal had been increased by {$2700.00}, retroactively to XX/XX/XXXX. ( See attached Payment History Print Preview ) additional {$2700.00} in principal was added to my account on XX/XX/XXXX, when it was not there on XX/XX/XXXX. Also, why was the date posted to my account XX/XX/XXXX, when this additional principal wasnt added to my account until XX/XX/XXXX? My total sum of payments in XXXX total {$16000.00}. My account overview shows a total Year-to-date payments of {$13000.00}. ( See the attached Account Overview {$13000.00} and Attached Payment History {$16000.00} ). The difference is $ XXXXalmost the exact difference in what my payoff should be - {$100.00} or so and what you are reporting it to be - {$3200.00}. here is the email chain that has lead to this. newest first. I have removed my email address and phone numbers and account numbers from this section. Dear Valued Customer Thank you for contacting us. We have requested a supervisor callback. You may also contact our office at XXXX XXXX XXXX XXXX. Please feel free to contact us if you have any additional questions. Sincerely, Account Servicing Support XXXXXXXX XXXX XXXX XXXX XXXX AZ XXXX. -- -- -Original Message -- -- - From : XXXX XXXX XXXX : Monday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company. I sent an email last Thursday that hasnt been answered yet. I will give you till end of business tomorrow to contact me. XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX > Subject : RE : my loan care, ( Ticket # XXXX ) This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us. Your request is forwarded to appropriate department for processing. Please feel free to contact us if you have any additional questions. Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX. -- -- -Original Message -- -- - From : XXXX XXXX XXXX : Thursday, XX/XX/XXXX XXXXXXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company. Dear account servicing department, Not a single number besides the dates matches from what your audit states to what your payment history is showing online or in any of the statements that you sent through the mail to my house. This means that every periodic statement that you have sent over the course of the loan to me has been issued with incorrect information. As per 1026.41 Periodic statements for residential mortgage loans In short this law states. The federal periodic statement rule requires mortgage lenders and servicers to provide homeowners with prompt, regular, and accurate information about their mortgage loans. You were required to provide an accurate representation of the amount due, payments made, and an accurate history of what each payment was applied to. As it currently stands I will need to speak with your company in regards to how your company wants to handle this issue. Please have a manager or supervisor call me at XXXX or email me at XXXX with a resolution to this problem. XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : my loan care, ( Ticket # XXXX ) This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us. We have completed an audit as stated in the previous email. Attaching the letters and the spread sheet for your convenience. Please feel free to contact us if you have any additional questions. Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX. -- -- -Original Message -- -- - From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care, ( Ticket # XXXX ) IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company. Dear Account Servicing Department, I would appreciate an explanation as to how my last statement showed an amount of {$14000.00} as the principle balance, I paid {$15000.00} and now it shows {$2800.00} as the principle balance. I have spoken with the account owner who received a check from you dated XX/XX/XXXX for {$14000.00}, with an attachment that stated the new balance being {$160.00}. Which is what I was showing before the mysterious {$2800.00} showed up. I will require the audit # s that total the {$2800.00} in detail. Lastly I would like to know If I am to pay the remaining {$2800.00} will this payment be going to the Lienholders aka XXXX XXXX? Thank you in advance for your assistance. Please dont hesitate to call, text or email me, XXXX at XXXX XXXX XXXX,, if I can provide any additional information or be of additional service. XXXX XXXX From : AccountServicing MyLoanCare XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX : RE : my loan care ( Ticket # XXXX ) CAUTION : This email originated outside of XXXX. DO NOT CLICK any links or attachments unless you recognize the sender and know the content is safe. This message was sent securely using XXXX Dear Valued Customer Thank you for contacting us. Loancare completed an audit on this account. An audit had to be completed to adjust payments because payments were applied towards principal before paying the interest current. Attached you will find information pertaining to the audit. If you have any questions, please contact our office at XXXX XXXX XXXX XXXX. Please feel free to contact us if you have any additional questions. Sincerely, Account Servicing Support XXXX XXXX XXXX XXXX XXXX AZ XXXX. -- -- -Original Message -- -- - From : XXXX XXXX [ mailto : XXXX ] Sent : Monday, XX/XX/XXXX XXXX XXXX To : AccountServicing MyLoanCare Subject : my loan care IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company. Dear Payoff Department, On XX/XX/XXXX I went online and received the principal balance amount of {$14000.00}. On XX/XX/XXXX I added {$100.00} to that amount to cover any incidentals and made an electronic payment in the full amount of {$15000.00}, which should have been my final payoff, plus or minus a few dollars. For the next few weeks I attempted to get confirmation that my loan was paid off, or what small amount would be due. Nobody could find my account. I finally spoke with XXXX on XX/XX/XXXX who put me through to Miss XXXX at XXXX XXXX. She then told me Id get my payoff within one day. I then went online the next day and found my payoff principal had been increased by {$2700.00}, retroactively to XX/XX/XXXX. ( See attached Payment History Print Preview ) Numerous attempts at reaching Miss XXXX have been unsuccessful. I am reaching out to you for assistance. I would appreciate an explanation as to how an additional {$2700.00} in principal was added to my account on XX/XX/XXXX, when it was not there on XX/XX/XXXX. Also, why was the date posted to my account XX/XX/XXXX, when this additional principal wasnt added to my account until XX/XX/XXXX? My second question that needs an explanation is this : My total sum of payments in XXXX total {$16000.00}. My account overview shows a total Year-to-date payments of {$13000.00}. ( See the attached Account Overview {$13000.00} and Attached Payment History {$16000.00} ). The difference is $ XXXXalmost the exact difference in what my payoff should be - {$100.00} or so and what you are reporting it to be - {$3200.00}. Id like this inflated payoff of {$3200.00} corrected immediately and the correct amount that I owe provided to me so I can make the final payoff amount now. Thank you in advance for your assistance. Please dont hesitate to call, text or email me, 24/7 at XXXX XXXX XXXX, or, if I can provide any additional information or be of additional service. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85203
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been paying on my mortgage for a year and a half, only to find out that my payment I sent in early were not being applied to the balance forward but to principal. Loancare has now informed me I am ( 3 payments XXXX behind in my mortgage and incurring late fees and bad credit markings, that the balance payment will not be moved from principal ( 4 payments XXXX where they should have posted to bring the account current and ahead as it should have been posted in the first place. I have inquired about this since XXXX 2020, only to promise they will fix the error. This has not been done to date and now I have 24 Hrs to fix this issue or loose a standing offer to refinance at a lower rate. This is what I get for paying ahead and having excellent credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I paid my mortgage on time every month. My original mortgage company - XXXX XXXXXXXX XXXX - sold my mortgage to a new mortgage company - XXXX. They claimed a notification was mailed, for which I never received! Believe it was sent to an incorrect address? I continued paying my original mortgage company every month. On the third month, the XXXX XXXXXXXX XXXX company returned my mortgage payments in full. When I discovered this, I contacted them to understand the problem. That is when they informed me of the sale. I then contacted the new company - XXXX, to learn of the correct payment details, explained what happened, and made remittance of the 3 months of missed payments. I thought everything was fine, as I continue to pay my mortgage each month on a timely basis as always. I then discovered that my credit score had dropped dramatically. Further learning this was caused because the new mortgage company reported the error payments as 3 months late. I have made numerous attempts to resolve this with XXXX, having contacted them on at least 5 occasions, but have become frustrated with excessive waiting times, and phone transfers without anyone willing to review and address my issue? In XXXX, they did review the credit issue but failed to follow up. Then on my last call ( XX/XX/XXXX? ), they told me I needed to start all over again, which I did. The manager said they will review and fix the issue, but to date this still has not happened. The credit reporting companies are insisting I need to provide a letter from my new mortgage company that retracts the complaint and allows me to correct my good payment record. I feel I have been pushed in circles and do not know where to turn to fix this problem. Can you help? Reference : XXXX XXXX XXXX XXXXXXXX - account # XXXX XXXX - account # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: well, I'm a XXXX XXXX so i missed almost the whole year, loan care said i was approved for modification and haven't heard from them. I am in a bankruptcy with them and they told they will will approved. i heard nothing from them after getting the call like 3 months ago. here is my loan care account number XXXX. The address is XXXX XXXX XXXX XXXX. XXXX XXXX AZ XXXX i can be reached at XXXX my name is XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My spouse and I jointly entered into a mortgage agreement ( VA LOAN ) with me being the veteran. The loan closed XX/XX/XXXX with XXXXXXXX XXXX We have faithfully paid payments on time. As of XXXX XX/XX/XXXX, XXXX XXXX has given our loan over to LOANCARE LLC " on behalf of XXXX XXXX XXXX. Doing business with LOANCARE has went as follows : The XX/XX/XXXX payment to LOANCARE has been a nightmare. Because of several bad issues that we endured from XXXX XXXX we changed our bank to XXXX XXXX. Via XXXX XXXX bill pay option, I initiated the mortgage payment to LOANCARE on XXXX XX/XX/XXXX. Unknowingly, XXXX XXXX was not yet aligned to do electronic payments to LOANCARE and they mailed a physical check to LOANCARE on XXXX XX/XX/XXXX. I kept checking the LOANCARE online account to see is the payment posted and as of XXXX XX/XX/XXXX it had not. I called MULTIPLE times ( XXXX ) and have never been able to get a human being on the phone. It is an automated system that is impossible. I contacted LOANCARE via their online account service MULTIPLE times and finally got a call from " XXXX '' ( LOANCARE representative ) who told me the check was not received as of XXXX XX/XX/XXXX. I informed XXXX that I would have it cancelled and I paid additional money to have an expedited electronic payment sent to LOANCARE on XXXX XX/XX/XXXX with XXXX XXXX has confirmed they received on that date. LOANCARE has posted my payment being received XXXX XX/XX/XXXX. According to LOANCARE guidelines, any payments received after the XXXX initiates a late payment fee. To my knowledge a late payment fee has not been assessed but I firmly believe LOANCARE will at some point impose one although the payments was received by them XXXX XX/XX/XXXX. We have never had a problem with any company before receiving payments on time. I have been made aware that LOANCARE has been sued multiple times for imposing false late fees/penalties and other items on customers. I filed a complaint with the XXXX XXXX XXXX in vain. The XXXX from what I understand is paid by companies to represent them and they by no means help the customer ; they are basically a big complaint receiving department. I am very concerned that LOANCARE is going to ruin us financially. If they continue to " not receive '' payments and/or post them late I will eventually lose my home, my credit score, and from there, financial death. This is a grave concern. XXXXXXXX XXXX, from what I understand still owns our VA home loan and simply refuse to help me get reassigned from LOANCARE to a reputable company. A LOANCARE representative who identifies herself as XXXX keeps calling at times I can not take a call and leaves the number XXXX and I am also unable to get a human on this number. This is a complete NIGHTMARE! To be placed in business with a very dishonest and disreputable company that you can never talk to and I have expressed to the XXXX I would prefer to have answers back via writing because verbal conversations don't hold up in court. I well image that is where this is headed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60031
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I want to thank you for helping me before. Now LoanCare has blocked me from accessing my mortgage account and will not help me. I am sure it is because I reported them. I have tried for over a week to contact them to get a mortgage statement. Today after speaking with 7 persons I was told I am unable to access my account due to the " agreement '' we now have for my loan modification. They all say something different. AND I found an email saying I was approved for the forbearance on XX/XX/XXXX of last year- they have repeatedly tried to tell me I was behind in my mortgage on XX/XX/2020. I have that email. I have received information from the Colorado Housing Assistance Program that will help me with 2 months of mortgage and they have requested a mortgage statement. LoanCare will not help me. Also since I am unable to access my account I can not print my 1098 to do my taxes. When I call them I get transferred 2-4 times all getting different answers. I am surprised there is not a class action lawsuit at this point from customers like myself. I can not afford to sue a giant company. They are just awful. I am truly trying to fix my problem!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I started the process of refinancing my existing mortgage held by Loan Care/XXXX XXXX. I chose them because they had my existing mortgage and I thought it would be simpler. My girlfriend and I submitted all the paperwork, tax statements, bank account info, etc by XX/XX/XXXX. Despite multiple phone calls and emails, our closing has still not occurred. Our rate lock expired XX/XX/XXXX, but they state that they will honor it. But a refinance should not take 5 months. And we stil do not have a closing date. My personal contact person is XXXX XXXX, who has been very polite, but this is till not going anywhere. XXXX XXXX has also contacted me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called on Friday, XX/XX/2021, to make my payment. Every person I spoke to refused to process it. A few of the representatives we're XXXX id # XXXX, She transferred me to XXXX at XXXX id # XXXX, then XXXX id # XXXX, and finally XXXX at XXXX. After being bounced around as usual and extended hold times, I decided to call the number of XXXX id # XXXX. He called and processed my last made payment on XX/XX/2021 after your company took almost 60 days to respond to my last complaint in XXXX. The number he gave me and told me was his direct line turned out to be just the HELOC line which obviously is of no help. Finally I called the number XXXX and ext. XXXX for XXXX XXXX, who is supposed to be my contact for issues after my last complaint in XXXX. The message says " she is at home '' and does not even allow me to leave a message ( not very professional or helpful to say the least ). I then called back XXXX which is the number for the Office of the Customer and left a message on the general mailbox stating that I would file this complaint today, again, unless someone called me today. Nobody called so this is my only option. I will continue to file these complaints if nobody is capable of processing my payments. I'm just trying to pay a debt here, which has already been charged off. Worst customer service I have ever experienced in my life, bar none.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19027
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A payment was made on XX/XX/21 and posted to our account. On XX/XX/21, the payment was reversed without notification nor explanation. The loan servicing was then transferred XX/XX/21. We found out about the reversal when the new servicer had a higher balance and the XXXX payment was overdue. An email was sent to Loancare, the response was to call XXXX. That number does not have an option to speak to a representative. Other numbers of XXXX and XXXX both lead to the same redundant option menu with no choice of speaking to a representative. The fax number of XXXX listed is a message center, not fax. A fax was sent to the XXXX office ( 1 of 2 with a working fax ), the response was Loancare will respond within 30 days of receipt of our letter. The reversal of payment should not have happened and the refund should have been automatic with an explanation. To spend hours trying to get our {$4200.00} back is ridiculous. Their business practices are horrendous. Some customers might not even realize they have been ripped off. Loancare should not be allowed to remain in business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Approx XX/XX/2021 my ONLY mortgage from XXXX XXXX was transferred to Loancare , LLC. What was unusual was that for the first time in 14 years I was now being issued a brand new account number. I called XXXX to protest the reassignment of my account number and voiced my concern of credit concerns and how it registered with the credit bureaus. I was told its recognized by the credit bureaus and will see no significant changes..Its a bunch of XXXX that I was sold! I just checked my XX/XX/XXXX credit report as I do each month from all 3 bureaus. XXXX shows : 1 mortgage account was closed ... This will remain on your account for 10 years ... XXXX details for my score this month shows : : On your previous report you had 1 open mortgage accountnow you have 0, which usually means you closed a mortgage account. This could hurt or harm your credit score. Your total number of open mortgage accounts has decreased by 1. ... .. Well obviously so! My credit score has dropped by XXXX points! My score has fluctuated by 2-3 points each month for years. The only other factor was a balance increase of {$1500.00} on 1 cc, commonplace and in the past has led to my score dropping by only a few points. Credit bureau tips always suggest not to close accounts. More importantly the XXXX XXXX XXXX ADVISED ME THAT THE ACCOUNT WOULD SHOW AS CLOSED. ALSO XXXX XXXX NOTICE STATED THAT THEY WERE TRANSFERRING THE LOAN, NOT CLOSING THE ACCOUNT. THIS WAS MISLEADING AND WILLFULLY LIEING TO THE CLIENTS**** What action is going to be taken by the irresponsibility and negligence of this action by these mortgage companies and practices??? This is not a rhetorical question. WHAT ACTION WILL BE TAKEN? By selling off loans, lending companies raise money so they can lend to more prospective buyers. Meanwhile, XXXX and Loancare have negatively affected my credit! A bunch of liars!!! I am livid, angry and frustrated. I hope you take this SERIOUSLY. XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A