Date Received: 2021-04-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Loan # XXXX. I'm currently on a forbearance plan until XX/XX/XXXX and I've been on one since XX/XX/XXXX of last year due to Covid. I filed applied for a forbearance plan with LoanCare and per the terms of the plan if my loan was current prior to entering the forbearance that's how it would be reported. Until XX/XX/XXXX XXXX was reporting my correctly to the credit bureaus then suddenly after selling my loan they reported me late and closed my account. This needs to be corrected ASAP! My loan was current before and according to the plan so why am I being reported late now when it was being reported Pay as agreed until now..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to find out why my mortage company won't apply my monthly payment to the month I call in, I have asked them every month I make a payment why is there a overdue amount that is not the amount of my monthly payment, they say they record every conversation, I tell them every month to have somebody find out how they come up with this overdue amount, their paper says late fees will be applied after tge XXXX of every month, they hit me with late fees, because they won't figure out where the problem started, or have a supervisor in finance department call me, they have given me 8 back to back delinquent payments, they gave me a confirmation for a payment in XXXX, but they never applied the payment, then they hit me with a delinquent mark and a late fee, and say they don't know why it has happened, but it is my fault to straighten it out, I have 2 other mortages and no problems, I have been with this company for 3 plus years and have had nothing but problems, when I ask for a supervisor, someone gets on the phone, and says they will investigate, and call me back, but nobody ever does, if anybody listened to the socalled recordings, you would hear me ask over and over, why can't somebody get off their lazy XXXX and find out whats going on and when did things get screwed up, amd I will admit, I have lost with them more than once, but I start out civil, but the company is so fly by night, and they don't do anything to help rectify the situation, this is my third problem with them, both other times it was their fault, but this one and the one in XXXX have ruined my credit score, I sent copies of bills and late letters to you all from them in XXXX, but never heard back from you all, so I just said oh well, but when I went to refinance, the guy at XXXX said my credit score needed to be at least XXXX, and said because of Loancare Co., my credit score is XXXX, another person said, because your loan pays them so much, and not much towards principal, they might be doing this to keep you stuck so you can't refinance, please help me, can someone please email me back to let me know you got this, thank you, and have a blessed day
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I was affected by natural disaster of the campfire was receiving FEMA assistance and was unable to make my payments on time after XX/XX/2018 ... I made them when I could put the house on the market and sold it for less than what it was worth just so that I didnt default or lose it to foreclosure they agreed to report it satisfied and not report late payments after XX/XX/2018 however it still shows miss/ late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want info on recasting my mortgage. Loancare is the absolute worst. They have no human beings to handle inquiries. Only an automated system without this option. Utlitmately it keeps hanging up on me. I did not choose to be a customer of this lousy company. My mortgage got sold to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07430
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -- XXXX XXXX : dunning notices from XXXX started to appear in my mailbox, which I assumed were an error as all my monthly payments are ACH ones from XXXX XXXX checking acct -- XX/XX/XXXX, XXXX XXXX XXXX : XXXX notice appeared and I followed instructions on it to email XXXX -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my email I called the phone number and selected a callback request to my cell phone number -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my phone message and call back request, I called XXXX again and finally reached XXXX, who assured me XXXX had not received a payment from us since XXXX ; 20+ minutes later I was transferred to XXXX in Payment Research, who sent me to XXXX , who proposed to put me in touch with a Supervisor, but instead came back telling me I had to submit proof of payments to XXXX with my loan number in the subject line. To try and help me in the future she gave me her extension XXXX. -- XX/XX/XXXX, XXXXXXXX XXXX : I sent the email to payment research and included a screenshot of my XXXX XXXX account that showed all ACH payments to XXXX going out on schedule from XXXX to current date, as well as an XLS spreadsheet that showed ALL activity on that account, exported directly from my XXXX dashboard -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten only an auto-response to my email, I called XXXX again and asked for XXXX at XXXX, but XXXX explained that he could not transfer the call there from his phone and instead put me over to a different XXXX in Customer Service, ID number XXXX, who " opened a physical request for research to look into this. '' XXXX also assured me that ticket # XXXX had a completion date of XX/XX/XXXX. -- XX/XX/XXXX, XXXX : having gotten no email or phone call from Research by XX/XX/XXXX, I called XXXX and spoke to XXXX, who sent me to Customer Service, where XXXX found a note in the file that said " incorrect email for this loan '' and nothing else ; we agreed it was hard to see how that would preclude a resolution ; XXXX connected me to his supervisor, XXXX, who put me on hold for a good while so she could investigate the situation ; XXXXXXXX XXXX, XXXX said she would call back on my cell phone today. -- XX/XX/XXXX XXXX XXXX : a phone call came in on my cell from XXXX... I answered and a recorded message said " please call us back. '' -- XX/XX/XXXX, XXXX XXXX : I called back the XXXX number and eventually spoke to XXXX, who said " it looks like you owe us {$3600.00} are you calling to make a payment? '' I explained that No, I didn't owe them a penny, and could she please transfer me to XXXX in Customer Service ; after a while on hold, XXXX came back to say XXXX was busy now, but would call me back. In summary, this whole experience smells like a scam. The phone system and voice prompts are as complex and lengthy as possible, the email addresses do not generate a human reply, and hours upon hours of phone inquiry never result in any action, let alone an explanation or a single person to own the " problem '' and see it through to conclusion. I think XXXX is churning its customer base to try and XXXX extra payments. Few people will dedicate the time and effort I have to combat this XXXX campaign, and, in fact, this is not the first time XXXX has engaged in this kind of high-pressure deception : years ago I went through a similar exercise with them around Escrow amounts, in which our shortfall of a few XXXX dollars was treated like a default that could lead to foreclosure and required literally dozens of hours to straighten out. I can't be the only one experiencing this madness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98075
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage for our home was serviced by Loancare , LLC for the past year or two. Earlier this year we refinanced and our mortgage was moved to a new company. We have not received a refund check for our escrow balance from Loancare and have been unable to contact them despite repeated attempts over more than a month. Here 's a brief timeline : XXXX our last mortgage payment to Loancare XXXX the mortgage with Loan care is closed ( paid in full XX/XX/XXXX ) XXXX Loancare website notes 'EscrowRefundToBorrower ' ( no check or payment has been received by us ) XXXX - Throughout XXXX I attempt to contact Loancare via the phone # s listed on their website and through the ticket system on the website unsuccessfully XX/XX/XXXX - Automated response from website ticket system directing me to new phone number ( same as previous leads to phone tree that eventually disconnects the call ) XX/XX/XXXX - XX/XX/XXXX - I have made repeated efforts to contact Loancare via the email, website, and phone numbers. I have been unable to speak or correspond with a single person
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We have called at least 4 times to requiest a payoff statement for our mortgage. We have yet to receive a statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92679
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or around XXXX of XXXX, I refinanced our home which is now being handled by Myloancare. I decided to recast our loan on or around XX/XX/XXXX, adding XXXX to our principal. On XX/XX/XXXX we contacted Myloancare asking if they offer Loan Recasting. The answer was affirmative. They offered to recast for a {$300.00} fee as long as we were adding at least 10 % of our principal. They indicated they would be sending us paperwork for recasting. 30 days passed and we did not receive anything. On XX/XX/XXXX we contacted Myloancare again. They again told me they would send out the paperwork and informed me there would be a {$300.00} fee, to which I agreed. I waited 2 weeks and still did not receive the paperwork. On XX/XX/XXXX, I called again and the representative indicated they did see the notes and did not know why we had not received anything. I asked for the paperwork to be sent via email or at least a verification letter indicating I wanted to recast. It has now been 45 days and I have yet to hear anything from them. Can you please help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95928
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am currently in a forbearance on my mortgage and my mortgage lender has been reporting mortgage lates on my credit, I am protected by the CARES act so the mortgage company can not report any lates on the account due to the forbearance. I have never been late on my mortgage previously to the forbearance, I requested LoanCare mortgage to correct the issue and they keep transferring me around and stating that they didn't receive the request even though I received a confirmation on the submission of the request. Please Help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91355
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan with XXXX, XXXX XXXX, VA and includes PMI but as I have paid more than the amount required to drop the charge and the mortgage statement says the charge will be dropped automatically it has not. I have called XXXX XXXX to discuss but can never get a person to answer. At the prompt have left a voice mail to have someone call me back, no one does. Last call was made to them XX/XX/XXXX. I have also written to them, letter dated XX/XX/XXXX and no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A