Date Received: 2021-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a FHA Loan, after pass thru a forbearance plan due to be affected by COVID-19 pandemic ( Income reduction including unemployment claim ) I am requesting to my mortgage company ( XXXX XXXX XXXX XXXX ) to exit from that plan and start paying my monthly payment again but also I am requesting an Loan Modification in order to get a better rate but mainly to put my missing payments to the end of the loan. What I received from the company was a NON-Approval letter and they only evaluated my case using this 3 alternatives : Repayment Plan, Unemployment Forbearance and FHA HAMP Modification Trial but did not evaluated me for COVID-19 Partial Claim that can help me to resume the payments but putting the missing payments at the end of the loan, instead of that they are requesting me to pay the full amount immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with LoanCare , LLC. The option that I have chosen for payment of my property taxes is to pay into an escrow, and have a check disbursed to me to take to my County Treasurer and pay my property tax to the municipality that I live in. On XX/XX/XXXX, LoanCare disbursed a check to me that was drawn from my escrow account. I received the check on XX/XX/XXXX. Upon review of the check that was disbursed, I realized that it was a two-party check, drafted to me, and to a municipality. The municipality identified on the check is not the one that I live in, it is in fact a city that is XXXX miles from my home. I called on XX/XX/XXXX, and explained the situation to the representative that took the call. After several attempts to explain my issue, the person on the other end assured me that she understood and would resolve it. She claimed that she was going to put in the order for a new check, with the correct information, and that I should not use the one that had previously been disbursed. I was assured that it would be sent priority mail, and that I would have it during the week of XXXX XXXX. I did not receive anything. I called on XX/XX/XXXX to find out what the status of the situation was. I spoke to a different representative that knew nothing of the situation. This person became argumentative, trying to tell me that they had already paid my property taxes. I explained the entire situation again, and emphasized that my taxes had not been paid, as I still had the erroneous check that I was promised a replacement for. This person said that they now understood, showed no record of previous resolution, and told me that they would submit the request for a new disbursement and it would be be submitted by XX/XX/XXXX. I called on XX/XX/XXXX and spoke with XXXX. Once again, I had to explain the entire situation to help him to understand my problem, as there was not a record of the situation. XXXX assured me that he understood and that he would ensure that the order for a new disbursement was submitted by XX/XX/XXXX. I explained to XXXX that my property takes would be due on XX/XX/XXXX, and I was at risk to be delinquent and accrue penalties. He assured me that he understood and that I should submit any late fees/penalties to be incorporated into my escrow. I didn't think I should be responsible for that, but I simply wanted to have this resolved. I called on XX/XX/XXXX, to find out the status, as I had not received a corrected check, nor any type of correspondence. I spoke with XXXX, who I had to explain the entire situation to. After my explanation, she told me that a check had been disbursed on XX/XX/XXXX. I expected this to be the resolution that I had been seeking. I had been in contact with the County Treasurer to explain the situation, and they documented all of my information, including correspondence with LoanCare and the erroneous check. I was also told that postal service was very slow and it might take a couple of weeks to receive the proper check. On XX/XX/XXXX, I called again, as I had not yet received a corrected check, nor any type of confirmation or status update. I spoke with XXXX. I explained the entire situation again, and she put me on hold to look into it. After several times on hold and her returning to ask additional information, I was connected with XXXX. XXXX explained that she was in the " Escalation Line '' and would like to help me resolve the situation. I explained the entire situation to XXXX and she was very compassionate and explained that she totally understood and empathized with what I was going through. When I asked what explanation there was for the lies previously told to me through promises of resolution, she had no answer, but assured me that she wanted to get this resolved. We discussed the situation to ensure that all of the proper information would be included on the check ... she said she had looked up my property tax information on the county web portal, and I was feeling confident that I was talking with someone that would help me resolve this. XXXX explained that this situation would be escalated to the " Executive Tax Team '' and a correct check would be sent to me through priority overnight mail. She was even so bold to tell me that our conversation was happening early enough in the day that it would possibly be able to be processed the same day, but at the worst it would be addressed the next day ( XX/XX/XXXX ). I asked her if there was any way that I could receive confirmation that this was actually going to happen. She guided me to a spot on the LoanCare website to request notifications of completed tasks. I did this. I also asked how I should follow up, if nothing happens this time ... as it has been four months and six conversations ... each of which told me that it would be resolved. She told me that I could call and request to be transferred to the " Escalation Line ''. Today is XX/XX/XXXX, and I have not received a corrected check, and I have not received any notifications. I am now delinquent on my property taxes, for the first time in XXXX years. This situation has never occurred and this is very frustrating to me. I pay an amount, above my monthly mortgage payment, to be held to pay my property taxes each year. This money belongs to me, to be disbursed properly. This has not happened, and this company has essentially stolen that money, as there has been no resolution and I still owe the money for my property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 542XX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company paid property taxes to wrong APN/property. They then refused to refund the money to our account, and then increased our payment. They are now saying we are late on our payments, and sending forclosure letters.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hi there, Copied below is my customer service message to my mortgage provider for your reference. I have a mortgage with XXXX XXXX XXXX, which is serviced by Loancare. My monthly mortgage payments are automatically electronically paid each month by my bank. Unfortunately, Loancare didn't correct process the payments correctly and ended up returning them to my bank weeks after the payments were made. I provided proof of payment from my bank to Loancare for the payments in question. Loancare in the meanwhile reported me to the credit agencies as being delinquent on my mortgage payments for the few months when they were failing to correctly process my payment. I instigated a complaint with them to fix my credit report, and received a letter back saying they had investigated and found the reported information to be accurate ( no explanation was provided ). This is laughable given that they are the ones that lost / didn't properly process the payments I made, which I provided proof of. I have excellent credit and their false reporting is cause me great concern. I will also note so that you are aware that I have submitted numerous customer service complaints to them and this and have received either no response or an incoherent unresponsive sentence back. Their customer service is absolutely abysmal. From my original complaint to them : Hi, I have my mortgage set up to pay automatically via my bank 's bill paying system. My bank makes this payment electronically to LoanCare. For some reason, LoanCare did not properly process my payments for the XXXX or XXXX billing period and then applied my XXXX payment to my " late '' XXXX payment and recorded me as not paying in XXXX. Please see attached proof of payments showing I made these payments to LoanCare. LoanCare did not credit these payments to my account for XXXX or XXXX and then reported me to the credit agencies as being delinquent in my payments. I sent numerous customer service inquiries ( Ticket # XXXX and XXXX ), none of which were coherently responded to, but the late payment fees were removed from my account and I figured it had been sorted it out. Turns out my credit report still indicates that I didn't pay my mortgage for three months. I need this corrected ASAP. Here 's further info from my bank : After reviewing your profile, XXXX, it appears that the payments made on XX/XX/XXXX and XX/XX/XXXX were both returned. A credit was applied on XX/XX/XXXX for {$2100.00} and XX/XX/XXXX for {$2100.00}. LoanCare provided a check refund on XXXX for these two transfers. From my checking account, I can see two payments were returned on XX/XX/XXXX and XX/XX/XXXX. My other customer service inquiry tickets have further details but payments were returned to my bank with the note " CR failed. '' Again, I've received no explanation from LoanCare as to how or what happened ( because my inquiries were not responded to ), but I'm piecing this together best I can from my bank records. Please correct my credit report ASAP as I made my payments on time and LoanCare incorrectly failed to process them. I will be inquiring as to the status of this request in a week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was laid off from my job. I remain current on my loan and applied for Forbearance in XX/XX/XXXX and was approved until XX/XX/XXXX. On XX/XX/XXXX, my home was flooded during the snowstorm in Texas, my home was not assessed by an adjuster until XX/XX/XXXX, and on XX/XX/XXXX, I contacted Loancare to start the claim check endorsement process. On this day, I learned that Loancare has my account listed as delinquent and must be monitored which requires several steps as opposed to me be current and no additional steps are required. Since then, I have called the claims, collections, and customer service departments to update my records on the insurance claims side of Loancare. It is my understanding that when you apply for a Forbearance, you are protected from these negative tactics. It should not take 10 business days for a company to update their internal records. this is my second complaint against this company, it seems as though their ultimate goal help you get into a delinquent status.
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: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I completed paying off my mortgage loan with LoanCare LLC in XX/XX/XXXX but the company has still not processed my lien release documentation. I have called their customer service hotline every 2 weeks since XXXX and am constantly told that it has been escalated and a 3rd party company is working on it but it has now been nearly 9 months and I still have no results. The representatives have acknowledged that it should not take this long but they keep asking for an extra 2 weeks and the deadline keeps getting pushed out. I also tried to send a request via their email support portal on XX/XX/XXXX and have yet to receive a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payments are automatically sent to LoanCare every month. In the beginning of XX/XX/XXXX, LoanCare did not credit my account with these payments. I called LoanCare and the representative found the error in the administrative system. He indicated that the payments were applied to XX/XX/XXXX rather than being applied to XX/XX/XXXX. He said he would fix this error. He said he would refund the fees that were charged and call me back to assist with a dispute made through XXXX. I never heard from him again. I was charged late fees which need to be returned to me. I also filed a dispute with XXXX regarding my credit rating. I have heard nothing from Loancare. This error has taken a huge hit on my credit. It needs to be resolved. PLEASE SEE ATTACHED : Screen Shots showing payments made to LoanCare, detail of XXXX payment, XXXX credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I became unemployed and took a forbearance with my mortgage company Loan Care. I came back to work in XXXX and by XXXX was ready to resume payments starting in XXXX for concern of the amount owed. I was assured I would not lose my home and was given information about a deferment and placing the owed amount on the back of my loan. They were supposed to reach out and never did. I called back numerous times, each time receiving different information. I was told a deferment was not an option for me and that a supervisor would call. I have called each month trying to get accurate information until I called once again in XXXX and was told I needed to submit a mortgage assistance application. I have and they have since given me the run around and made me provide tax information for XXXX and XXXX, which have nothing to do with COVID or unemployment. I called again Friday XX/XX/XXXX and they made me print the return and sign and date it and then fax it. I had already emailed them PDF copies but the representative stated they needed proof from me it was real with a signature and date. I told the representative due to the COVID relief package my mortgage is able to move the amount on the back of the loan and he stated they are the ones that make that decision. I let them know they are not above the law and I know my rights and will seek a lawyer if need be. The way this company is treating someone who has been trying to pay since XXXX is not okay and they need to be addressed for the added stress of the process of doing things " their '' way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My loan was paid on time. I have never been late but Loan CareXXXX XXXX the servicer was called today after receiving a letter for me to pay XXXX late fee, When I called their automated system XXXX @ XXXX XXXX 5 times it states that my loan payment of XXXX was processed on XXXX company is filled with annoying charges that effect consumers credit. I called XXXX Bank and they verified that this payment had been made and summitted on the XXXX date that XXXX XXXX acknowledges on their recording. I do not want anything showing late mortgage payments. I already have a complaint against this company with XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This occurred during a phone call when i responded to MY CURRENT mortgage company when they emailed me about refinancing. i was speaking to a very smooth talking man named XXXX XXXX with XXXX XXXX. i was asking him about a refinance and i asked many questions. This took place on XX/XX/2021 at approximately XXXX or so. He was very supportive and encouraging about me doing the refinance with newrez because my mortgage was already with t hem -- - he also degraded my current bank where i was talking to them about a HELOC, and he was telling me they were just trying to charge me more and get more interest etc. I specifically asked him if i would need an appraisal to get the re-fi and he gracefully dodged that question and said things like, probably not, but maybe etc. i also specifically asked about if i would have to pay for the appraisal and he dodged and twisted his answer to make me believe that it would be added on to the loan at the end only if i needed an appraisal. so i spend 45 minutes giving him personal information and signing things and allowing t hem to tag my credit- actually they had already dinged my credit BEFORE i signed anything. but all of this happened and he was so smooth and nice and saying everything was great and i could even get more money out of my equity etc. then after all this time and after i had turned over so much private information and signed papers he said he needed my credit card info to charge XXXX dollars for an appraisal.????? i had been clear about asking questions regarding this and he had said maybe i won't need it but if i do it could be added to the loan at the end. So he tricked me somehow and then he was rude when i called him on it, then he started talking fast and over me and saying, it is all recorded i told you this -- but i know for sure he tricked me or used deceptive language, because i was asking this from the beginning. i would NEVER have answered any questions if he would have said, if they say we need an appraisal you will need to put it on a charge card in order to process the loan -- he never said any such thing at all. They are using very deceptive practices and get all this time and energy and personal info and pull credit and then at the end say that they need your credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A