Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My nightmare with LoanCare AKA XXXX XXXX XXXX XXXX began when I started receiving suspicious payoff emails that did not add up for the payoff amount it was showing in which I questioned. The interest was {$300.00} higher than the amount left on the life of my loan. Who wants to pay more to payoff early? I do not have any prepayment penalties therefore I will wait until I near the end of my loan which is my right to do so. Mysteriously, the website changed after I summitted a XXXX complaint ( Made under the XXXX name ) that mentions the suspicious payoff emails and now I can no longer view my amortization table which is how I added up the amount of interest in the first place that is left on my loan. It now says " Please see your original loan contract for amortization table '' OK whatever, so Instead of doing a payoff, I decided to make a lump sum payment on my second mortgage is mid XXXX. Weeks went by and the money was never taken out of my bank so I started calling. ( I did use an account that I had not used before for my initial payment ) After hours and day after day of calling and being hung up on someone finally told me that they were unable to pull from my bank for some reason. A few days later, I log into myloancare and payments that had been previously applied somehow, even though money was never transferred were listed under my payment history as " Badcheckreversals '' Once it was clear the funds did not go through, I then resubmitted my 6 payments ( Max aloud on the website ) with a principal only payment included from the bank account I have always used bringing my new due date to XXXX. At this time, my payment was not due until XXXX when I resubmitted the 6 payments on XXXX This is when the scam starts. My 6 payments were then misapplied into 1 payment ( Not the 6 that I made ) with the rest put onto principal. My due date was now showing XX/XX/XXXX I did the math with what they did and also noticed that over {$60.00} was missing which was later applied as an additional payment only after I said something. Now the website was showing a new due date of XX/XX/XXXX which is still incorrect. I needed my 6 payments applied for 6 months for a reason! When I called, I talked to many representatives that claimed each time, that they needed to open a " Request '' to get my payments applied correctly. This has been going on for over a month. Nothing was EVER done from not one of those phone calls even though each one of them assured me that it would. ( This is a delay tactic ) Upon further investigation and suspicion on the motives this company may have and after reading the outrageously high volume of complaints all over that internet, I decided to check my main mortgage account, only to find out that in XXXX when they purchased my loan, they illegally distributed money to themselves from my escrow account! I still have not received any explanation on this matter either. I continue to call day after day, nothing ever gets done about my misapplied payments even though they continue to say that is was being looked into, I then decided it was time to make a complaint to the XXXX Only after this is when I received a response which sounded promising on soon to be action on fixing my misapplied payments. I have been emailing back and forth with someone from XXXX who said the escalation team at LoanCare is working on it and that it will take 5 to 7 days. Ok, so now I wait and wait. Logging into my account constantly waiting for it to be fixed, still nothing. Now on XX/XX/XXXX an entire month later, I log into myloancare and now my due date says XX/XX/XXXX SURPRISE!!!! It is now reflecting as late!!!! I have never missed a payment and have had excellent credit since XXXX!!!! Under my payment history all the misapplied payments are now saying " Misapplications Reversal '' Ok, great right? Nope! Where is my money that I paid?!?!?! Why were my 6 payments not reapplied correctly at the exact same time as the reversals to correct the problem??? I immediately emailed who I am speaking with at XXXX on XX/XX/XXXX and once again she tells me that the matter is being handled and that I will be notified when it is fixed. ( When, in another month? ) I am already getting ready for the fight with myloancare for the fact that I am pretty positive on the XXXX ( which is when they report to the credit bureau ) that this issue is not going to be resolved and that they are going to wrongfully report me as late even though I am not since they currently have my 6 payments that i made on XX/XX/XXXX. I know myself and many others bust our rear to build credit and even more to maintain it and I will not allow someone to try and destroy my credit based on their own error which is more likely a SCAM to try and steal homes!!! I have read many reviews and they are scary! Some people even mention them sending people to their houses claiming that they are in foreclosure!! When you make your payments on time, this should never happen!!!! Not even by accident!!! So here I am thinking what else can I do to prevent this company from the harm they are trying to create. Are they trying to steal my home that I have busted my rear for that began when I was a single mother!!!! Since I had made 6 payments on XX/XX/XXXX, my actual current due date is not until XX/XX/XXXX but since my issue has not been resolved yet and the website is saying that my payment is due on XX/XX/XXXX, I decided to log into myloancare today XXXX to try and take matters into my own hands by making a 7th payment ( which I should not have to do ) to ensure they will not attempt any WRONFUL REPORTING!!! Or worse, let time go by and start sending me foreclosure letters even though they have my money for 6 payments already!! Wait for it ... .. HERE IS THE KICKER!!!!!! After logging in, I clicked on " make a one time payment '' OK, now it says " The online payment system is currently unavailable '' Excuse me!?!?!?!?!?! what do you mean I can not make a payment!?!?!?!?!?! There is a message that says it is most likely due to having a pending payment, and to check pending payments click on the pending payments tile to view those payments. I clicked on it and guess what?? nothing!!!! The XXXX is right around the corner and I am writing this review before hand as proof for what I already see coming. Next I will be contacting the Attorney General and possibly a private attorney if needed. NOBODY should EVER have to spend this much time and energy on a problem that I know can be fixed immediately and they chose to just delay delay delay. They want to hurt your credit, they want to delay action so time can go by and they can attempt to foreclose on you, this is called PREDETORY LOAN SERVICING!!! which is all FRAUD!!! This has caused me so much stress over this past month which is not healthy at all!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98444
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home on XX/XX/XXXX with the same company XXXX XXXX XXXX XXXX XXXX which is the same company prior to refinancing. The company they had serving our loan is Loancare, which is still the same serving company prior to refinancing. Our first payment for the new loan wasn't due until XX/XX/XXXX. Prior to making payment on the new loan I noticed my escrow amount for the new loan was off by {$470.00}. My prior loan escrow was XXXX, which I received a check in the amount of {$80.00}. This left a balance of {$2900.00}. My beginning balance for my new loan was only {$2400.00}, which is a difference of {$470.00} unaccounted for. I contacted them and spoke with a representative by the name of XXXX on XX/XX/XXXX, which he reviewed my account and agreed it was missing {$470.00}. He stated he would escalate it to the escrow department and I should hear something in 3-5 business days. This was my first attempt with no response. I then sent an email on XX/XX/XXXX, which was my second attempt with no response. I then sent an email on XX/XX/XXXX and received a unacceptable response on XX/XX/XXXX. Informing me to contact my original closing company, who I thought I was contacting. I then reached out to my loan officer XXXX XXXX with XXXX XXXX, XXXX on XX/XX/XXXX for assistance and XXXX XXXX, Mortgage Loan Processor with XXXX XXXX XXXX. XXXX XXXX informed me I need to contact Loancare regarding the final reconciliation of our old loan payoff. That's who all my escrow inquiries have been going to. I sent Loancare a certified letter with all documents, which has been delivered to Loancare, XXXX XXXX XXXX, XXXX XXXX, VA XXXX and signed for on XX/XX/XXXX. I haven't received no response yet. I'm not getting any assistance from XXXX XXXX XXXX or Loancare. All I'm getting is the run around. XXXX should be just as accountable they sent my loan to Loancare to service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make my payments to LOANCARE online thru bank billpay systems for years.I did all my payments on time for years but last XXXX they sent a letter stating they didn't receive my payment I see it online that it is gone, opened a claim thru bank, bank says it is gone, later they said they didn't receive XXXX payment also, they cleared XXXX payment. Bank sent me e-mails showing they contacted t the loan company and presented the proof but since they are third party no further assistance. I've been calling loan company many times giving them the payment confirmation numbers, dates, amounts but still for 6 weeks no solution. They stated payment payments gone to a different account number but I never changed the account number or they never let me know a change, it is a constant payee I've been doing payments for years. Customer service opened investigation but I can't reach anyone to talk. I opened cases online on loan company webpage I have ticket numbers, I sent all the copy of online payments and payment confirmation numbers. It takes almost my 2 hours everytime I talk and still no result. Plus I received a negative credit score in my credit history. Each customer service representative says something different aech time, one says they didn't receive XXXX the other says XXXX Please help me solve this issue. I paid {$1800.00} for XXXX payment on XXXX I paid {$1800.00} for XXXX payments on XXXX Ticket number I opened to the company XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been on a forebearance plan and called to extend that and was told it was extended. I have been getting foreclosure notices in the mail and have not been able to reach the servicer. The website is not working and I have tried calling with 154 callers ahead of me. I need to speak with someone about my loan and can not reach anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06010
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care which was my Mortgage company until XXXX of 2019 keeps saying that they pay my Mortgage Insurance Premium to my Insurance company XXXX on XX/XX/2019, in the sum of {$3500.00} but can not provide me any proof that this was paid to XXXX. When I contacted XXXX, they are saying they never received any payment from Loan Care in 2019. Right now I am forced to be paying XXXX two insurance premium each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: LoanCare servicing is reporting an erroneous late and it must be removed. I recently checked my credit report and was very confused when I saw a late was showing up on this account for XX/XX/21. Loancare sold this account to XXXX and I have been paying XXXX now for my mortgage payment. I was never late on my Loan care account as we had it set to auto draft, however in XX/XX/XXXX my wife noticed that the payment didn't come out of the account so she called and spoke to a representative about this. The representative said that the account was sold and the XX/XX/XXXX payment had to be made to XXXX. She then called XXXX and made that payment and we have been paying them instead. However, on my credit report Loancare is reporting a late for XX/XX/XXXX when I wasn't supposed to pay them? I made my mortgage payment on time, and did as advised and paid XXXX because they are now handling my account. This late is not my fault and it must be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84128
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I used to pay my mortgage via online. Last month ( early XX/XX/2021 ) I was unable to log in on same computer I've always used. I called customer service number and was told by an automated message to try later. I paid by check for XXXX. This month ( XX/XX/2021 ) I tried again to contact customer service and was unable to get to a live person. I was told ( automated responses ) to log on to website. That was the problem!. I reset my password and tried again. Still unable to log in. I tried again to call customer service and again was unable to talk with a representative. All options were automated. How am I supposed to get with customer service if a live person is not an option!? The company is XXXX or XXXX XXXX XXXX XXXX with LoanCare LLC servicing the loan for them. I identified the company as XXXX XXXX but the culprit may be LoanCare , LLC.
Company Response:
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold and no information was given to me. No mail was received nor was a email was sent to the account listed. I've wasted 2 hours of my time trying to pay my mortgage. Why can a company sell my loan and not give disclosure to the consumer in this process? The company is Loan Care ( which has not cared for my loan )!! They can be reached at myloancare.com
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX XXXX ( now out of business ) to Loan Care Mortgage. Loan care claims that I am behind a mortgage payment. I have been in correspondence ( ie, email, phone calls, letters, etc ) with Loan Care since XX/XX/XXXX - trying to resolve this problem. The problem stems from them ( Loan Care ) claiming that they never received a payment that I made to XXXX on the month my mortgage was transferred. I have sent to Loan Care - from my Bank - bank statements verifying that all payments were made to XXXX before the transfer. Also, since the transfer, I never missed a payment to Loan Care. It is obvious that Loan Care NEVER received the XXXX payment from XXXX and have be charging me late fees. Another problem is that when they recorded my payments - their accounting system posted payments late ( not to mention the payment in XXXX to XXXX ). I have pointed this out to them, but after speaking to countless representatives from Loan Care including their research department, no one has been able to answer my questions or provide me with any " missing payments ''. So the most recent correspondence I received from them ( XX/XX/XXXX ) is a notice to Foreclose on my property. I am contacting you for any assistance or advice you can give. Thank you XXXX XXXX XXXX XXXX XXXX After doing some research on Loan Care on-line, apparently I am not alone. There are other complaints and dissatisfaction with the way Loan Care handles Mortgage Transfers from other mortgage companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08822
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello and good day, I have several issues with my mortgage company # 1 I have written a letter to them to cancel PMI, have never missed a payment or been late in going on 4 years, they said I have to pay them XXXX dollars to remove it and my loan is below 70 % of the original value of the loan under the homeowners protection act it should have been terminate automatically and have called them also, no action has been taken to remove it, I just got hurricane windows and doors put in the house and have been remolding the house inside and outside ( painting, wood work, etc. ) fixing it up due to the condition when i purchased it. # 2 I have to carry flood insurance due to a 100 year flood zone where the house is, they hold escrow and never pay the insurance on time, this past year I called them 2 times in XXXX when it was due 2 times in XXXX and again 2 times in XXXX with no response from them or from the agent who writes my policy so I took it upon myself and found a new agent and company to get me a new policy ( flood ) and they the mortgage company fined me {$300.00} dollars for them not paying my flood insurance on time, they hold the escrow money and did not do their job, now is this fair? They will not return the money, or remove the escrow from the account even though I have paid the bill in full out of my own pocket and wish to each year due to the fact they never pay the bill on time and never contact me telling me they are unable to pay it or contact the insurance company who provides the policy. I have been going through this every year since i purchased this property and have to call every year making it a big hassle for me since I work 6 days a week and should not have to check up on them to do their job. But every year they never pay the bill and get me a new policy costing 4 times what i pay and then I have to struggle to get it taken off!!! All i want to do is pay for it myself and they refuse to take it off my mortgage and allow me to pay it myself even thou I did it this year due to a breach of contract on their part!! Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A