Date Received: 2021-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every year or so my mortgage company tells me I have an escrow shortage and they raise my bill even though I have paid for every month and haven't changed anything to increase it. This is the second time I am going to the CFPB for the same reason. The first time it was fixed but now the mortgage company is doing it again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
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: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My LoanCare Loan amount was paid in full when I sold my house and when my escrow was closed on XX/XX/2021. Since then I am trying to update this on my XXXX credit report. I have provided the document I received which shows that my balance is {$0.00} but XXXX just closed my dispute stating that LoanCare has certified the information and it will remain on my report. Not only they are not updating the account status they are also keep marking late payments every month which has ruined my credit. LoanCare is one of the worst company I have ever deal with. I had to hire a lawyer to get them talk to us otherwise they gave me run around for last 2 years. Once lawyer got involved they hand over my account to company called XXXX. XXXX account representative was the one helped out to get me the payoff letter ( attached here ) and I have provided this to XXXX but unfortunately XXXX not taking any action. I also have all email correspondence saved which I sent in over 2 years to LoanCare and then to XXXX once my lawyer get involved. Please help me to solve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was notified by my mortgage company that they did not receive payment for my loan. I pay automatically every month since inception. I have provided proof from my bank that it was paid and they still have not credited my account or fixed my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage comany, LoanCare owes me a check for {$3400.00}. It is an escrow overage payment that was incorrectly issued. The overage check is to be issued in my name, XXXX XXXX XXXX. I initiated this payment on XX/XX/2021 via email to a customer support individual. I called about the status of the status of the check on or around XX/XX/XXXX, as it hadn't been received. The customer support person I spoke with told me that there was an error and to look for the escrow overage check by XX/XX/2021. It never arrived. I again emailed the customer support individual that the check has not arrived. He did not respond. In summary I've emailed LoanCare twice and called the company as well. Over a month has elapsed since first I asked my name to be used on this overage check. LoanCare owes me {$3400.00}, which I need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18062
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i have tried for 2 weeks to get online into my account. It will not take a password ..locks me out then does not send any code thru SMS text, call or email for me to get into account. The phone line gives you no email and the phone number is NOT OFFERING CUSTOMER SERVICE! I have talked to techs and others when they were giving you the optiion and they state they can not help me. Clearly their system is broken and they do not make any attenpt wither to fix it or assist me in any way. I can not access my mortgage account!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83501
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage with XXXX I have reached out to them many time in regards to taking away PMI- I was sent a package from them of the process, which included my getting a home appraisal- Which I did and I submitted to them for approval- Late last night I called 4X on hold over 1 hour finally speaking to someone who told me it was declined. because I have not paid 20 % of my mortgage to them? I explained to them that is not what it said on line or is this what the HOMEOWNER PROCTECTION ACTS STATES. AS long as I am at 80 % than PMI can be eliminated - XXXX XXXX even has the example on there site. I dont understand why I have to pay for something that is no longer needed and why I had to pay for an appraisal if now they can go ahead and change the law? Please I would like to know what my options are and the facts to PMI and is XXXX able to do this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03820
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the company LOAN CARE THEY make it impossible to pay your loan by phone or on line. The sign in does not work it says I have the wrong username and I DO NOT. The recording on their phone is about 15 minutes long and never puts you thru to anyone when I push the prompts. Also It never allows me to pay by phone just goes into another recording that lasts forever about XXXX I dont need to know.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare was the servicer of my mortgage. On XX/XX/2021 I refinanced and closed on this mortgage. The escrow funded on XX/XX/2021. Effective XX/XX/2021 Loancare transferred the servicing of my mortgage to XXXX XXXX. Loancare has not acknowledged the mortgage pay off in the amount of {$450000.00}. I have been trying to reach Loancare by phone and email since XX/XX/XXXX, with no response. Their phone system is a endless automated loop without any way to speak with a human. I have also sent numerous emails without ant response. In addition, they have {$2100.00} in my escrow for taxes and insurance. My credit is being damaged as well by not acknowledging payment. This is totally unacceptable. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company keeps applying my payments wrong and I have done the math for my escrow balance and expect amounts for my taxes and insurance and they are over charging me for taxes and home owners insurance. I was a prior XXXX XXXX for the State of Missouri I know how mortgages work forwards and backwards and how loan payments are supposed to be applied. I can already tell that the people entering the mortgage payments for this company are not properly trained and are not following policies and procedures. Furthermore, this is the second complaint I filed with the CFPB about LoanCare in 3 month and this company didn't correct how they apply my payments they screwed it up again after " fixing '' their error to my account 2 months ago. This isn't rocket science you pay the the predetermined principal and interest then the remaining payment amount goes into escrow account. Train your employees!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX transferred our loan to LoanCare , LLC, which now accepts our mortgage payments on behalf of XXXX XXXX. We received a letter XX/XX/XXXX indicating the old loan number, the new loan number, the date of the transfer, contact information, and the website to make a new online account. They included instructions to make a new account, but promised that autodraft would transfer. It is now XX/XX/XXXX, and we remain completely unable to make an online account. Someone at LoanCare , LLC has simply failed at the task of setting up a database. We can enter our old loan number, confirm the new loan number, but can not make an account due to one technical glitch after another. Customer service is unavailable or completely in the dark as to the issue, and as such can not help. Our mortgage payment amount has changed, and we can not determine why. We can only confirm that money is exiting our bank account via bank draft and have to take it on faith that it is going to the correct company and is being applied to the correct account. This is, plainly, unacceptable. I need access to my statements, and I need access to be able to confirm that everything is correct. Since notice of transfer arrived XX/XX/XXXX I have been trying and failing to make an online account for four months now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73071
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A