Date Received: 2021-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It began when they took over our loan. They don't answer questions. They never sent the proper documentation to explain they had purchased the load. Late payments were made because they double billed us with two different loan companies. During the pandemic they charged us late fees for being late even though the post office was delayed because of the pandemic. This is the same company that kept our repair money instead of paying it to us. XXXX and Loancare both send us a statement for the one house. The numbers on each statement aren't the same and one says we are two months late and the other one says we are current. On XX/XX/2021 XXXX shows {$2300.00} total amount due. On XX/XX/2021 Loancare shows {$1400.00} due. They also say we have an escrow shortage of {$1800.00}. Very difficult to know what is really going on here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85023
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please be advised that I made my XXXX mortgage payment to my lender on XXXX @ XXXX XXXX ( see enclosed ) and as per the mortgage company - they posted the payment on the following Monday which made the payment late. I am in the middle of applying for a refinance and was about to close on the loan when they ran a last minute credit report and this appeared. I have called and spoken with several people and I was advised that they can not issue a statement to me in writing that the payment was receive on time and they have failed to advise that they will update the credit report. The loan, which I am authorized to speak on is in my ex husbands name and I am refinancing to take him off the loan. I emailed a higher up in the company ( see enclosed ) and I am waiting for a reply but I was additionally advised to submit a complaint to you from my attorney. I need this resolved ASAP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Problem Company : LoanCare , LLC is a XXXX XXXX and indirect subsidiary of XXXX XXXX XXXX, Issues : - deceptive practices including changing stories, lying, tell customers that they've accepted certain contracts or changes when they haven't - constant and repeated delay practices including failure to process documents, refusing to acknowledge receiving documents, excessively long hold times and hanging up on customers so they have to start again - unwillingness to respond or communicate in a timely manner - repeated failure to meet deadlines set by themselves
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I am trying to pay money to myloancare and they don't want to take the money. I am very disappointed. -Please keep in mind that each phone call takes from 60 minutes up to 3 hours. Yes. -All emails and contact us web forms send an auto responder email and no one gets back to you - You leave a message to call you back within 24 hours, no one calls back .... NO ONE. - All calls are recorded, many times they just hang up the call. I wish I could get any of these recordings. So here are the issues briefly that I have been facing. ISSUE # 1 : A check was cut on XX/XX/XXXX and mailed on XX/XX/XXXX by a local Covid 19 XXXX and XXXX XXXX program as I was qualified due to my hardship, the check was with an amount of XXXX it was mailed to the below address : XXXX XXXX XXXX XXXX, PA XXXX The amount never got deposited into my account. We kept on going back and forth with the company ... No way we could find the check. and of course its USPS 's fault. ISSUE # XXXX : since XX/XX/XXXX We have been requesting an affidavit of Lost check signed, notarized and sealed, which has never been done. ISSUE # XXXX : A new check was issued again by the same covid 19 mortgage relief program dated XX/XX/XXXX in the amount of {$5800.00}. It was mailed, using certified mail, to the below address : XXXX XXXX XXXX XXXX, PA XXXX I provided the USPS Tracking number : XXXX and was delivered to your XXXX XXXX on XXXX, XXXX, XXXX at XXXX XXXX and has never been deposited into my account. TILL TODAY. it is within their facility, with my loan number referenced onto it, and never cached????? And guess what, I have to call everyday and LITERALLY STAY for HOURS on the phone begging for assistance, and the loss-mitigation team would tell me the only thing i could do is leave a message to the supervisor. ISSUE # 4 : On XX/XX/XXXX, I was applying for one month mortgage payment assistance at a different Service Agency, in the amount of {$1400.00}. As per a telephone conversation with XXXX at MyLoanCare, We emailed them the required documents so that they could pay the money to myloancare, which is the mortgage statement as well as and W-9 which need to be filled out and returned to me. You would then receive payment within 30 days. Another Rent and Mortgage Form was to pay {$1400.00}. After all the phone calls and emails and tickets created, We got the form filled up for {$1100.00}. Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX I am extremely disappointed. I have put more than 40 hours of time in calling XXXX just to be able to get this amount of money into my account. Crazy Right. I tried to file a complaint, and I wasnt able to do it. I guess I need to be more creative and think outside the box. I sent emails to all these emails : No response XXXX, XXXX, XXXX, Payment ; XXXX ; XXXXXXXX XXXX XXXX ; XXXXXXXXq ; XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48083
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing today in regards to my account with Loan Care Servicing C # XXXX. The reason for writing today is in regards to the late payment which is showing on my report in XX/XX/2020, due to Covid I was unable to make the payment in XX/XX/2020. As soon as I was able to, I got my payment made and caught up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing today in regards to my account with Loancare LLC account # XXXX. The reason for writing today is in regards to the late payment which is showing on my report in XX/XX/2020, due to Covid I was unable to make the payment in XX/XX/2020. As soon as I was able to, I got my payment made and caught up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've had my mortgage for 15 years of the the thirty year term. I've paid the mortgage down to 68 % of the original value but my mortgage company refuses to remove the PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60505
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I applied for a forbearance plan XXXX of 2020 under the Cares act due to the Covid-19 pandemic. In XXXX, I notified my mortgage company i was ready to resume payments. The sent me the Documents on XX/XX/XXXX, they were received back XX/XX/XXXX. I resumed making payments in XXXX, I was not allowed to make payments online so every month I had to call, and sit on hold for a least 20 minutes at a time just to make a payment. In XXXX, Loancare started reporting me as delinquent, I disputed this in XXXX and the late payments were removed. keep in mind, they still had not finalized my paperwork or forbearance. In XXXX, finally, my forbearance was processed and i was allowed to resume making payments online, no more sitting on hold. Unfortunately, they also reported me as being delinquent for 11 months, again ... I disputed it with them again, and today received a letter from them claiming that the reporting is accurate. Mine and my husband credit reports are now reflecting 11 late payments from Loancare that were covered under the Cares Act. I am asking for help to have them removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98597
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get another loan modification since XXXX, 2020 with Loancare/XXXX XXXX. I am retired on a fixed income and can't refinance! I also don't have enough equity for a reverse mortgage! I know the process because I was one of the first customers to try to get a loan modification under President Obamas Making homes affordable program! It took two years and a bout of XXXX to secure the initial loan modification. I don't want to go th that again! It seems very obvious to me that Loan care is trying to discourage me! That won t happen! They keep asking me for more documents I've already sent several times! I've had to restart the process about four or five times now! Loan care makes it near impossible to actually conduct business with! I even contacted their Corp HQ! My loan is a XXXX XXXX, so I will contact them too! I requested a single point of contact several times! They've given me two! I'm never actually able to speak to them! Its very frustrating and I can't afford an attorney, but if CFPB or XXXX XXXX can't help, I might need an attorney! Please advise me, if possible! Loan care, LLC Loss Mitigation dept and Corp hq is XXXX XXXX XXXX, XXXX XXXX, VA XXXX! Loss mitigation dept is XXXX XXXX! Thanks!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called LoanCare on XX/XX/XXXX and was told a would get a reduced payment loan modification offer in 30 days. Its XX/XX/XXXX and it was not received. I called several times and after talking with service representative I a transferred and wait listening to music for an hour or 2 and then disconnected. Yesterday I got direct number - but it rings several times and disconnects
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A