Date Received: 2021-04-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was laid off from my job due to the company closing. I immediately attempted to find a new job and had difficulty in doing so. I continued making regular mortgage payments using my severance and unemployment. In XXXX of XXXX the Covid pandemic hit, therefore making it even more difficult in gaining employment. My loan was currently being serviced by XXXX XXXX. I contacted them in XX/XX/XXXX explaining the hardship I was enduring and they placed me on a Forbearance. On XX/XX/XXXX, I gained regular employment again. In XXXX, after receiving my 1st paycheck, I applied for Loss Mitigation assistance stating I had regained employment and was able to make my payments again, but needed assistance in bringing my loan current. In XXXX, XXXX responded with " Congratulations, you have been approved for a loan modification. you just need to make 3 trial payments for XXXX, XXXX and XXXX. '' They said they would be sending me the trial plan, to which I still to date have not received, after numerous requests. I made the 2 trial payments - XXXX, XXXX and XXXX XXXX then transferred my loan to LoanCare for subservicing on XX/XX/XXXX. I called LoanCare in XXXX and they told me they did not have all my documents, but could see I was in Loss Mitigation. I explained I had submitted all the trial payments and again requested the documentation be sent to me regarding all Loss Mit on my account. The lady I spoke with told me to keep sending my trial payment, so I continued to make my payments at the trial amount. In XXXX, I contacted LoanCare again to ask what was going on with my Loan Mod, again I was told they had not received all the documents from XXXX and therefore could not proceed forward. I was told it took 60 days to obtain all documents once a loan was transferred and to continue to make my trial payment. I did continue to make my trial payment. On XXXX, I contacted LoanCare again, to which the customer service basically told me I was denied, they were reporting delinquency to the Credit Bureau and that if I wanted any mod, I would need to start the process all over. They returned the payment I had just made on XX/XX/XXXX and she stated I didn't satisfactorily complete my trial. I have filled out and started the process all over again to ensure I avoid foreclosure. I would like for my credit reporting to be corrected as I should have never been denied in the first place. I would like for my account to be re-reviewed and the original loan mod that was to have taken place to begin in XX/XX/XXXX to be reinstated. A customer should not have to suffer due to lack of efficiencies from one company to another on a servicing transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a loan with XXXX and it is serviced by LoanCare. I went into a COVID19 Forbearance plan starting XX/XX/XXXX. My Forbearance was through XX/XX/XXXX. I was able to start resuming my payments XX/XX/XXXX. I applied for assistance to pay the payments missed during the Forbearance but I was denied XX/XX/XXXX. I appealed the denial and was denied again XX/XX/XXXX. I was required to pay the full amount to reinstate my loan or risk foreclosure. I submitted the final payment today, after struggling to come up with the money and borrowing. Being an FHA loan and a COVID19 Forbearance, I believe LoanCare should not have required me to pay the past due amount in full right away. I had to borrow the money and am now owing others money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XX/XX/2021 our house was sold and all paperwork was signed but on my credit its showing 30 days passed due but the account is closed showing a XXXX balance. All the paperwork and money for nationals lending and loan care were dated for XXXX XX/XX/2021 so there is no reason for my credit to show a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan Care simply decided to break the law by not completing my required 1098. I have not seen such blatant XXXX misconduct since former XXXX XXXX incited an insurrection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY NAME IS XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX, NEW YORK XXXX I HAVE MADE MULTIPLE ATTEMPTS TO TRY TO FIND OUT WHY THERE IS A {$3100.00} UNPAID FEES COLUMN ON MY CURRENT MORTGAGE STATEMENT WITH LOANCARE MORTGAGE, WHICH IS SERVICED BY XXXX XXXX. I WAS DIRECTED TO WRITE AN E-MAIL TO LOANCARES RESEARCH DEPARTMENT ( SEE ATTACHED ) ASKING THEM TO PROVIDE THE REASON FOR THE CHARGE, OR TO PLEASE REMOVE IT. THEY STATE THAT THE CHARGE ORIGINATED WITH MY PREVIOUS MORTGAGE COMPANY AND THEY CAN NOT CONSIDER MY REQUEST TO REMOVE IT. THEY HAVE NEVER CHARGED A LATE FEE, OR TRIED TO FORCE PAYMENT ON THIS AMMOUNT IN YEARS. THEY JUST KEEP PROMISING ME TO PROVIDE AN EXPLAINATION. BUT, TO THIS DATE HAVE NOT BEEN ABLE TO. I AM RESPECTFULLY REQUESTING THE PROPER PROCEEDURE TO AFFECT THE PROOF OF SUCH CHARGES. I AM CURRENTLY TRYING TO REFINANCE, AND THIS UNKNOWN CHARGE IS HOLDING UP MY REFINANCE. MY LOANCARE ACCOUNT NUMBER IS STATED BELOW. THANK YOU SO MUCH FOR YPOUR HELP XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We currently hold a mortgage loan with XXXX XXXX XXXX Loancare. In XXXX we refinance with them and then they contacted us to refinance this year. In the process, we determine that they miscalculated the numbers ( an increase of {$260.00} ) once pointed the error out to them they realized it was incorrect. They were going to adjust it internally moving forward onto the new refinance. This was XX/XX/XXXX and set to close no later than XX/XX/XXXX, it is not XXXX and we person we have worked with will not call us back to resolve the refinance or close or fixed the incorrect mortgage amount. We have tried to escalate to loan managers and no return phone calls, email, and contact us online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sent a Payoff request to this company via the email XXXX as per that companies instructions. The first request was sent XX/XX/2021, the second was on XX/XX/2021. I still haven't gotten the payoff quote so that I can pay off my mortgage.
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: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company has provided false, inconsistent, and contradictory information to me regarding both our regular and supplemental taxes. One representative assured me on a recorded line that our supplemental tax would be paid and the late fee incurred would be covered by LoanCare LLC. Another manager told me that the supplemental would not be paid by LoanCare LLC at all. This company 's modus operandi is to pay the regular property taxes either at the very last minute or late. I was assured that our latest tax bill was paid, but when I checked with the county they informed me they had no record of a payment made or scheduled. This company has consistently told me one thing, then not followed through and when I contacted them, told me something entirely opposite from their initial statement. This has caused numerous problems with our refinancing, and it is clear this company is regularly operating outside of anything that would be considered an acceptable way of conducting business. It was not our decision to even have an account with LoanCare LLC., as our mortgage was sold to them. It honestly blows my mind that they are allowed to operate this way. I am currently attempting to close our escrow account with them, which I have been told is under review and they may not allow me to close it.
Company Response:
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicing was sold and I was not notified by either company. I tried every option to contact the company, LOANCARE. I had set up an online payment at the beginning of the month and when it didnt deduct from my account, I logged into online acct. to find that the loan had been " paid '' with {$0.00} balance but no more info. I called to figure it out and was sent in to a prerecorded loop that never led to a human or answering system. I checked my mail at my previous address and current home, without success, to locate the documents for who it was transferred to. It has been over 2weeks and I still havent been notified by either company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: LoanCare is reporting my credit as 120 past due, while I my mortgage is being modified. ( I have a tenant that was COVID impacted ). I was never late in the past, and in fact prepaid the modified mortgage through XXXX XXXX to avoid the situation I am in now. My credit has been reduced 60 points. I have been complaining a week with LOANCARE I sent them the support below and my score has not been changed. I need to purchase a range for another property and my cash flow has been GREATLY diminished as I have two other tenants not paying. ( I can not evict! ) My credit lines have been drastically reduced. One response from the Servicer is that the scores would be adjusted after the loan closes and all the payment terms have been met. Well I prepaid and met the requirement. Correct my credit! Very unhappy
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A