Date Received: 2021-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Each month my payment is sent from XXXX XXXX between the XXXX and the XXXXThe loan is {$1300.00} each month, I started sending {$17000.00} about 3 or 4 months ago, I had been sending {$1600.00} before that. Before my account. was sold to this company, I never had trouble with the additional payment. Now I am being charged late fees for using thier payment plan. I have the loan thru a loan company. but a collection agency handles the account. LOANCARE XXXX. XXXX XXXX XXXX XXXXXXXX, VA XXXX. XXXX XXXX. XXXX XXXX XXXXXXXX, VA XXXX XXXX A charge of {$51.00} for late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95620
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: What happened? : Please find the below complaint I sent to my mortgage company. It has been almost 18 months. I have been struggling to lower my interest rate to make an affordable payment and my mortgage company didn't help and did not advise me properly. Every time I talked with them, they misguided me and misled me. Whenever I asked them if I wanted to reduce my interest rate they always misguided me. They neve told me that in order to get the low interest rate I should apply for refinance. They always misguided me and told me to apply for the loan modification. They never told me that loan modification will not reduce the interest rate, only refinance will lower your interest rate. Based on the misguiding and misleading I have a strong feeling that I have been discriminated against based on my XXXX, XXXX and XXXX XXXX. All I want to do is lower my interest rate by refinancing and moving on. I will really need your help in this matter as they have misguided me twice. Best Regards. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( 2 hours ago ) to LC-LossMitigation Mr. XXXX XXXX ( Mortgage XXXX Advocate ) I have called many times, tried talking to you but unfortunately I was never got in touch with anyone who could assist me or advise me with the situation I am going through. Whenever I called the Loancare customer service department, explained my situation and asked for assistance, I was always misguided and misled by LoanCare. 1. In XXXX XXXX, I called LoanCare and explained my hardship situation, I indicated my Interest rate is 4.375 % and it is very high. I want to lower my interest rate so it will reduce my monthly mortgage payment {$200.00} to {$300.00} a month and it will make an affordable payment for me and I was advised that I need to apply for the loan modification. This was misleading and misguiding. They should advise me that loan modification will not reduce the interest rate, I should be advised to apply for the refinance. I applied for the loan modification. I was put on 3 months trial payment XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX respectively. I made the 3 monthly trial payments and got the loan modification contract indicating interest the same 4.375 % and length of the loan is 40 years. I refused this and contacted Hud approved housing counselor Home Safe Georgia. 2. During this period Covid 19 started which ruined everyone 's loss of jobs and loss of income and I am facing the same situation. I contacted LoanCare again, explained the situation and I was again misguided and advised to apply for the loan modification. Why did they not again advise me that I should apply for refinancing not for loan modification to reduce the interest rate. They send me the 3 months trial payment notice dated XXXX XXXX and I received on XX/XX/XXXX. I called them and asked why this notice is so late and XXXX XXXX is over now. I also asked what would be my interest rate? and I was told your interest is the same 4.375 %. 3. I am shocked to hear this again. Two wrongs can not make one right. There is something wrong at LoanCare. Why don't they understand how to assist the customer and help properly? Having this problem and misleading it again and again is making me feel that I am being misled, misguided and XXXX based on XXXX, XXXX and XXXX XXXX. 4. I am not asking any charity or anything free. All I am asking to refinance my loan and reduce the interest rate as per the Federal Government announced under the Covid 19 situation. I will make my late payment to bring the loan current and waive whatever the late fee is so I can make an affordable payment and live my life. Your cooperation in this matter will be highly appreciated. If you have any questions, Please call me at your convenience. Best Regards. XXXX XXXX XXXX XXXX XXXX Why do you believe you are being discriminated against? : 1. In XX/XX/XXXX, I called LoanCare and explained my hardship situation, I indicated my Interest rate is 4.375 % and it is very high. I want to lower my interest rate so it will reduce my monthly mortgage payment {$200.00} to {$300.00} a month and it will make an affordable payment for me and I was advised that I need to apply for the loan modification. This was misleading and misguiding. They should advise me that loan modification will not reduce the interest rate, I should be advised to apply for the refinance. I applied for the loan modification. I was put on 3 months trial payment XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX respectively. I made the 3 monthly trial payments and got the loan modification contract indicating interest the same 4.375 % and length of the loan is 40 years. I refused this and contacted Hud approved housing counselor Home Safe Georgia. 2. During this period Covid 19 started which ruined everyone 's loss of jobs and loss of income and I am facing the same situation. I contacted LoanCare again, explained the situation and I was again misguided and advised to apply for the loan modification. Why did they not again advise me that I should apply for refinancing not for loan modification to reduce the interest rate. They send me the 3 months trial payment notice dated XXXX XXXX and I received on XX/XX/XXXX. I called them and asked why this notice is so late and XXXX XXXX is over now. I also asked what would be my interest rate? and I was told your interest is the same 4.375 %. 3. I am shocked to hear this again. Two wrongs can not make one right. There is something wrong at LoanCare. Why don't they understand how to assist the customer and help properly? Having this problem and misleading it again and again is making me feel that I am being misled, misguided and XXXX based on XXXX, XXXX and XXXX XXXX. Who do you believe discriminated against you? : First Name : Last Name : Organization : LoanCare Address : Where did the alleged act of discrimination occur? : Address : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX : VA XXXX : XXXX When did the last act of discrimination occur? : XX/XX/XXXX Is the alleged discrimination continuous or on going? : Yes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
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: Beginning in XX/XX/2020, XXXX loan servicing stopped sending me all monthly statements, updates, and end of year tax forms. I was unable to access my account online due to their shoddy website which was riddled with problems. I called two times, both of which required an hour on the phone going through multiple automated menus before I held to speak to a representative. Once I spoke with one they said the mail was being returned to them. I had not had any returned mail issues with any other mortgage lenders or current billing vendors. Due to not receiving mail I was unaware of an increase in charges to my monthly statement, so although I was paying the same monthly amount as always, XXXX XXXX put my account in delinquent and damaged my credit. I only knew about the outstanding amount because of my credit reporting company alert. Once I was alerted I immediately called XXXX XXXX, paid the difference, and requested mail to be sent to me. Still, two months later I still had not recieved a statement. Yet, they continued to charge me late fee for the months of which my payment was not adjusted to the new payment, a payment which I had no idea what amount it was as I had never been notified. This is the absolute worst mortgage company I have worked with in 20 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34238
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was being serviced by Loancare , LLC of XXXX XXXX XXXX, XXXX XXXX Va XXXX. They automatically took the mortgage payment from my checking account on the first day of each month ever since they took over servicing the mortgage. Our LAST mortgage payment was due to be taken out on XX/XX/2021, and more than enough funds were there. However, Loancare failed to take out the last payment on XX/XX/XXXX, which I did not realize until after I looked at my Bank Statement after XX/XX/XXXX, and claimed that I had not asked for a pay-off letter so they did not take the final payment. No one ever told us that we needed to request a pay-off letter, and after requesting one, they demanded that we wire the last payment to them even though it was less than the money they were holding in escrow for taxes and insurance. ( They did refund that money later. ) We wired the money immediately, at a cost of {$35.00}, but in the meantime, Loancare reported us to the Credit Reporting Agencies as missing payments, which caused a huge drop in my credit score. When I wrote to Loancare to correct their mistake, all they did was to report that the account was now current and closed, never correcting the erroneous characterization of our payment as being late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had a mortgage that was being serviced by " LoanCare '' and I refinanced on XX/XX/XXXX with another company. Upon the completion of the refinance, there was an escrow balance of {$6000.00} that was due back to me. On XX/XX/XXXX I called Loancare to inquire about the refund check since I had not received it. The customer service agent stated they would look into it and issue a new check. On XX/XX/XXXX I called and spoke to a supervisor named " XXXX '' regarding my escrow refund because again, I had not received a check. The supervisor stated that he was initiating a " review request '' that would trigger a reissue of the refund check. On XX/XX/XXXX again I was forced to call Loancare because I had yet to receive my escrow refund check. This time I was told that the issue would be escalated in their system in order to get the check processed quickly. Today is XX/XX/XXXX and I have yet to receive my escrow refund check.
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: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe the company wrongfully deducted money from my mortgage payoff. The amount given a little over {$180000.00}. Upon paying loan off due to selling my home they advised payoff was {$190000.00}. This amount is absolutely ridiculous. I received a check for {$280.00} as an overpayment when it should have been around {$7000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Around XX/XX/2020, I was placed on a forbearance. I have always had issues reaching out to the mortgage company, but recently I was provided options for what to do after the forbearance and I chose a loan modification. I asked for the terms of the modification and was told they could not tell me them, that I would just have to accept the paperwork when it arrived. I provided a mailing address in Pennsylvania, but the documents were mailed to Texas. They only gave me 7 days to sign and mail back the documents, but due to their error, I was not able to mail the documents in that time frame, especially since I had questions about the documents and was once again unable to reach a company representative to ask how to resolve those issues. Some of the issues pertained to what the notary had to do, as the documents mention a California notary and I am, as I mentioned, in Pennsylvania. I tried to contact the mortgage company multiple times in multiple ways by phone, through their website, through XXXX and still did not receive a callback or any assistance. They even gave me a robocall saying I needed to call them, but when I tried to call, I could not get through and the system to enter my number for a callback went into a loop, asking for my loan number, then my phone number, then my loan number again. When I tried again to call today, after I went to the notary just in case I could mail the documents, I again had the same experience with phoning. My experience with them since day one has been very disappointing. In addition, when I call, they say there is a new phone number to reach them, effective XXXX XXXX, yet their website and all of the documents they have mailed me still have the older number, which still appears to be working. There is much more to this experience, but this is the most recent and egregious.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The response I received from XXXX is not doing what I asked. XXXX asking all 3 credit reporting agencies to mark my account as Current and Paid Off isnt the same as Never Late I want the company to notify the credit bureaus to remove the 120 and 180 days late off my report. Just saying account is current is not the same. I want all reporting of late payments and any and all negative activity removed off all 4 credit reporting agencies from this company. I have never been late especially one report shows 120 another report shows 180 days late. I want all the late payments completely removed off all 3 credit reporting agencies as Ive never been late. I want all negative activity removed off all 3 of my credit reports XXXX, XXXX, XXXX from XXXX. Saying current is not acceptable. I want it completely removed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I received payoff statement. Document was signed and returned. The final payment was made by wire transfer. I was told once received it would take 48 hours to process. XX/XX/XXXX I called to verify document and payment were received. After being transferred form XXXX to XXXX and back to XXXX I was told the documents and payment have been received. I asked for confirmation in writing all docs/payment were received and the account will be closed. At this point i was told they could not supply this notice and it will take 30 days for a notice to be available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95008
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We pay XXXX for our mortgage thru an electronic transfer of funds from XXXX XXXX every month for the last XXXX years. Our last XXXX payments to XXXX are not being credited to our account. XXXX XXXX has been wonderful and sent them all the information they have asked for in order to correctly apply the funds. They have provided the account #, the confirmation #, the trace number, date of receipt, and amount of the payments. I have spoken to a representative from XXXX XXXX times per week for the last XXXX weeks. During this time, they have repeatedly have told me someone would contact me back once the information was researched. I have never received a call back. I have summited XXXX different forms to " payment research '' with the information requested and every time when I call to check on the process I'm told there is not enough information to continue. I have done a joint call with XXXX Bank and XXXX without any resolution. Every time I call XXXX I spend a minimum of XXXX on hold no matter the time of the day. This last call I spent over an hour and a half on hold with out resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A