Date Received: 2021-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : Five years ago I purchased a home with my husband and initially started with XXXX XXXX. Four years ago our loan was transferred over to Loan Care and there began our problems! We have never been late with our payment but Loan care has mismanaged our escrow account, allowed our homeowners ' insurance to cancel only to put force-placed insurance at a higher price and has botched any an every management possibility of our mortgage servicing by them. Nor have they responded to emails, phone calls or the complaints I have lodged in the past. Our mortgage payment continues to go up and we are concerned that they are mismanaging our loan, escrow account and have swindled us out of money! Unfortunately, we are not the only ones! We are part of a Loan care and XXXX blog that has several complaints against them numbering in the hundreds, who like us are looking to help against a servicer who continues to mismanage our account. Day by day we continue to fear that we will eventually be pushed into foreclosure due to their sloppy managing. Just recently I called them to see if them in XXXX of 2020 to see if we could pay for our own home insurance and we were denied. I was told because it was an FHA loan they would have to continue to pay it themselves from escrow. However, when I called to check if they had made payments the representative told me no we have not. Thank XXXX I had the home owners insurance debited from my bank account otherwise the my home owners insurance would be cancelled and they would put force placed insurance on us again like the first time around. They didnt pay our home owners insurance then either and our insurance company cancelled our policy. Since then our Home Owners Insurance has gone from {$1000.00}. to {$3000.00} Recently we received a letter from Loan care stating that our escrow account is short yet again for {$1800.00}. Upon receiving this letter I immediately called in but the representative I spoke with couldnt give me any clear answers and therefore, I requested the call be escalated and for her to have a supervisor call me. To date no supervisor has ever called and I need your assistance! This company is the subject of many class action lawsuits due to their poor track record of servicing home owners loans. I really hope you can help us! Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please forward the information to LOANCARE , LLC. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yesterday I received an email stating that my account had been locked due to too many unsuccessful signin attempts. I have not attempted to sign in recently, so I suspect that it was a hacking attempt. ( I did check the email, which came from a legitimate address - it seems to be the security company linked to the mortgage, XXXX I clicked on the link to reset my password and got to the two-factor authentication page. I tried text, email, and a phone call, but I never received a security code. This left me concerned that someone HAS hacked into my account and changed my information. My next step was to try to call the company. I used their " customer service number '' - the only number that exists. It claims you can get an agent there for a whole variety of concerns, including fraud. But it is a purely automated number ; there is NO option to get a human being and no option to report suspected fraud or get help with a locked account. If you try 0 it drops the call. The automated information also claimed the balance on my loan was XXXX. Of course I'd be delighted if someone hacked my account to pay off my mortgage, but this further makes me worry that someone has gotten into my account. I am very web savvy, but there is no email address or phone number anywhere on the internet that provides a way to contact this company. Other complaints to the CFPB have the same issue. How is a company that handles trillions of consumers ' dollars - and that, by the way, NONE of us chose to do business with ( like others my loan was sold to them ) - allowed to operate without a way for people to reach them when they are concerned their money has been stolen? I want my complaint resolved, but I also think this company should be forced to behave better.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX for no apparent reason and while all payments were being made from XX/XX/XXXX to XX/XX/XXXX timely and according to the terms and condition of my mortgage agreement to pay the lender {$1200.00}. On XXXX XXXX I had receive an alarming letter from LoanCare offering an immature foreclosure options suggesting homeowner assistance to a repayment plan in which I was not behind on my mortgage for the lender to make the following suggestion ; next the lender then offer me a loan modification when there was no need for a loan modification considering the fact, before covid-19 I was current. In addition to those two option they also, included short sale and settlements as an attempt to collect a debt. I find sending me a debt collection letter as in attempt to collect I debt that I do not owe to be professionally negligent in their duty in handling my mortgage account with the upmost care and attempt to be unjustly enriched when I made 13 payment from XX/XX/XXXX to XX/XX/XXXX and from XX/XX/XXXX to XX/XX/XXXX the account was current and the beginning of escrow balance was {$540.00}. Since XXXX the lender has : ( 1 ) Charged {$4100.00} in Attorney Advance Distribution fees ; ( 2 ) Due to Covid-19 the 14 months of non-payments amount due to LoanCare is XXXX without late fees ; Here, LoanCare has charged to my account {$25000.00} which included changing the term of the mortgage payment from {$1200.00} to {$1300.00} including additional {$7800.00} for attorney fees ; ( 3 ) Violation of FHA Annual Reduce Premium and non-attorney fees are not allowed on a non-foreclosure proceeding. I have contacted the company during by phone on XX/XX/XXXX regarding the attorney fees being reversed and my account being corrected to show the true amount owed and I have yet to here from the lender regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow statement from XXXX XXXX at the beginning of XXXX, 2021 indicating that I had a shortage in my escrow account and I needed to provide additional funds or my payment amount would increase. The statement indicated I needed a minimum payment of {$390.00} to set my new payment amount at {$1500.00}. I submitted a check for {$600.00}, which was cashed by XXXX XXXX on XX/XX/2021. Unfortunately XXXX XXXX applied the payment to principal. When I saw this mistake on my account on the website, I telephoned XXXX XXXXXXXX around XX/XX/2021 and asked why they had applied the payment to principal when I had submitted the payment with the escrow payment stub. They advised they would correct the problem and their records would be updated by XX/XX/XXXX. When my bank account was drafted for my XXXX, 2021 payment, XXXX XXXX withdrew {$1600.00}, which was the payment amount indicated on the escrow statement if I made no additional payments. I telephoned XXXX XXXX on XX/XX/2021 to again try and correct this issue. I spoke with a representative who said their records did not reflect this payment had been made. I waited over 40 minutes to speak with a supervisor to again correct this error. No one ever picked up the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/21 a payoff request was made by my new lender. After a week of not getting one from loancare llc, the new lender requested that I call to get a payoff. I made a request online XX/XX/21. I then called for a follow-up XX/XX/21. I was told it tastes two business days. I called again XX/XX/21, got nowhere and was hung up on. Most recently, I called again XX/XX/21, and spoke with XXXX. Her ID was XXXX. She told me it's going to take 3 more business days, she promised I would have the payoff by XX/XX/21. Their agents lie just to get you off of the phone. They are misleading, and but to be trusted. Loan Care never answers the phone in a timely manner. It always takes hours on hold to reach them. When they are overly busy, which is always, they route calls to " loss mitigation '' ... So you end up in the wrong department. Then you get to wait again for them to transfer you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99216
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company I'm contacting you about is LoanCare ( www.myloancare.com ). They're my mortgage company. I changed homeowners insurance companies effective XX/XX/2021. Loan Care sent me a letter dated XX/XX/2021 that only reached me today. In the letter, they stated that they had paid both my current insurance company as well as my previous one. They also stated that I'd be responsible for " catching up '' the insurance escrow on my home. When I called to make my mortgage payment today, they'd jumped the monthly payment up by over {$700.00} in an effort to get me to pay for their mistake. I also called my previous insurance company and they stated that they had no record of receiving any payment from LoanCare. This is fraud and it's horrifying because this mortgage company has the ability to foreclose on my house. I'm trying to work on correcting this with LoanCare, but their computers are - as usual down - and hold times are over 90 minutes. Help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78247
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In re to complaint # XXXX Closed on loan # XXXX Loan Care on XX/XX/2020. Failed to file mortgage discharge with the recorder of deeds for 109 days. Had a shell company file the mortgage discharge - called " XXXXXX/XX/XXXX XX/XX/XXXX' from a branch in XXXX Washington, whose corporate address is in XXXX Colorado. Per RI General law 34-26 they owe the state of RI a {$50.00} penalty and {$5.00} per day after 30 days of not filing for a total of {$440.00}. Company lied in their response - NEVER sent a check for the above issue. See attachment. This company clearly is in the back pocket ofXX/XX/XXXXand CFPB as they continue to lie and obfuscate and damage consumers. They lie and XX/XX/XXXX and CFPB let them get away with it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1- Customer Service is not available. Contacting the LoanCare Mortgage experience is horrible ; robot/ answered machine lead to end calls. Last month, waiting time prompt as 1 hours!. After several temptations, I had to call the previous mortgage (? ) to connect to this mortgage ( HomeLoan ) (?? ). The process took 3 days with many long waiting time. Just today, wait time estimated about 2 hours because technical problem. 2- Menu changed to unfriendly used. Took out the options from original loan, which is I can make extra payment occasionally. It changed to default monthly. In the other hand, I feel this change is a dishonest business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted my XXXX payment to loan care servicing on XX/XX/XXXX, their recorded system said it posted on the XXXX. On XX/XX/XXXX they sent me a letter indicating that they had not received my XXXX payment. This is the third occurrence. They responded to a previous complaint that my payments were received but I'd called and requested that a payment be returned to me which caused the late payment notices. This was not true, and they have been asked to provide a copy of the check that was returned to me as well as the address it was sent to. I have not had any late payments and have sent them a payment history and they continue to send late payment notices. Late payments may effect a consumers eligibility for some loan assistance or forgiveness programs negatively. Their reporting of late payments when in fact the payments have been received and processed on time must stop immediately. Several attempts have been made to contact them to no avail. Their customer service is not available, only the recording of payments received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A