Date Received: 2021-03-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The property was placed in forbearance under the CARES act and paid in full at closing. No payments were never late but it shows I was 60-199 days delinquent which is inaccurate. LoanCare LLC confirms this to be true. They reported it internally with XXXX XXXX based on the deferment and it's triggering XXXX XXXX and XXXX XXXX to believe that the payments were late. I need the " deferred status '' to be removed so that it shows no late payments.
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: 2021-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company has not paid my county tax. I have made numerous calls to customer service and have sent certified letter in regard to this issue. I have received a letter from the tax authority that my county tax has not been paid from my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77381
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is no access to the loan servicing company 's website. It will not load on any of my devices. Others are having the same problem as noted on many message boards. I am not able to determine my loan balance or verify the proper application of my loan payments. The company recently took over the loan servicing of my loan from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am customer of XXXX, XXXX in XXXX XXXX. Changed my home insurance in XXXX and I received a XXXX dollar check from old insurance which I immediately sent to XXXX to be applied to my escrow account. Instead it was broken up and applied to hazard insurance. As a result my escrow account was low and my mortgage was raised around 65 dollars. This increase is a financial problem for a low income XXXX senior on social security. First I was told they did not get the check and my bank and I had to prove they received it. I called many times, sat on hold for hours, spoke to XXXX, XXXX, and last week XXXX who hung up on me. I was told by all three and several more that they more doing a TICKET and the money would be put in the proper escrow account. Then I was told on XX/XX/2021 that they never received my XXXX payment even though I emailed them a copy of the check to the address they gave me. Then I was told the check had to be used to pay for XXXX 's payment. Of course I paid XXXX XXXX mortgage payment. This company will ruin my credit rating which is over XXXX as I try to figure out how to eliminate this company from my life. I am never late and I never have a late fee from anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with My XXXX XXXX/LoanCare. I called in XX/XX/XXXX and asked that my homeowners insurance be removed from my escrow account. I got new homeowners through XXXX XXXX and am paying it myself because, in XXXX, XXXX paid my homeowners insurance late and my homeowners insurance was cancelled without my knowledge. I did not know until the check from LoanCare was returned to me. I logged on to LoanCare website in XX/XX/XXXX and seen that LoanCare had my prior homeowner insurance listed. I called again informed them of mistake and the customer rep that I spoke to asked me to have a declaration page faxed over from XXXX XXXX, which I did the same day. I asked her several times for a confirmation number that I had called and asked for LoanCare not to pay my homeowners insurance she said she could not give me one. On XX/XX/XXXX I received a notification that LoanCare had paid the XXXX XXXX, which put my escrow in the negative. I called and spoke to three different customer reps. I was reassured that a stop payment was put on the check. I called again in a week and I asked if the stop payment was done and this time was told that they don't do stop payments and she said don't worry they will return the check to you. I said I don't want it handled that way. Loancare will then do an Escrow analysis and increase my house payment due to the negative in the account. I have emailed and called 4 times asking about the Escrow Analysis - trying to confirm with LoanCare that they are not to include the insurance, and I never get a return call or email. LoanCare makes you email first then they will call you, I never get a call back. If you call them you can not get an answer they tell you to email. I feel like I am being treated unfairly and that they have no concern for sending out my money to whoever they want and whenever. I am being ripped off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My credit report was pulled multiple times by my previous loan officer- XXXX XXXX without my consent. I initially gave consent the first time she pulled my report. After that, she continuously pulled my report without notifying me or asking if she could. When I discovered she had done this around XXXX times, I confronted her. She said she would ask for the credit pulls to be revoked. That was in XX/XX/2020. It has been 4 months and none of the credit pulls that followed the first pull have been removed from my report. This is a gross misuse of my personal information and credit report! I should not have to be worried about my own lender sabotaging my credit. Furthermore, I would like to report immoral business practices. I was originally contacted by XXXX, she said she was with my companys retention department and that I qualified for a lower interest rate. She did not disclose that I would have to PAY to qualify for a lower rate! Instead she waited until it was time to sign papers and I saw an exorbitant amount of fees being charged for points. When I approached her about this, she verbally abused and manipulated me saying how hard she had worked on my loan and that she isnt an hourly employee, etc etc. not only did she wait until this time to disclose this, it is my opinion that she also had me pay for my appraisal out of pocket in order to make me feel financially obligated to carry through this refi, as I was never given paperwork before the appraisal to go over the fees and costs to get the loan. Overall I was partially scammed XXXX {$750.00} for the appraisal ) and my credit report was also misused. Now, I have my loan in deferment and can not access my account. Their mobile app has not worked in weeks and their website just had me set up a secondary authentication with my phone number. When trying to log in after this, I would initiate the authentication text but it never comes to my phone! I am now locked out of my account. I was given paperwork with an email for the deferment department. I have tried to email it several times and it comes back that the server rejected the email or that the address can not be found! It does not seem like this company cares about its people and it does not seem like they are set up to actually help customers while in deferment!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New mortgage servicer has all of my information wrong and refuses to correct it, or even call me back. The inaccuracies listed below are part of a open ticket # XXXX. I really don't see that its my fault that they do not know what they bought in my loan from XXXX. " Please update my account to the correct info. XXXX said they took the loan XXXX, I have a letter from XXXX saying it transfers on XX/XX/XXXX. The amount owed XXXX is showing is $ XXXX my loan remaining amount is roughly $ XXXX it shows I am accruing interest daily at the $ XXXX rate, possibly with late charges since XX/XX/XXXX, why? XXXX says XXXX payment hasn't been paid, I have paid both XXXX and XXXX payments early. My Insurance is prepaid for the year ( in full, XX/XX/XXXX ), so, why we are XXXX taking extra insurance for XXXX, as shown in Escrow breakdown? The info in account is in quite a poor state. Please let me know when all this will be fixed '' XXXX refuse to mail me back or call me. When I call in, the customer service rep has no clue about anything other than what's on his screen ( wrong information ) then, I'm on hold for a supervisor for over an hour then the phone hangs up before the Supervisor answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 647XX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX LoanCare - https : //www.myloancare.com/app/index.html # XXXX has collected the county tax disbursement twice and never paid to the XXXX County, XXXXcounty trustee is saying they never received the excess or duplicate money and gave the letter to submit to the Mortgage company, in spite of calling several numerous times and emailing the issues several numerous times, the issue is never resolved We need our money back and need advice on how to get this money back XXXX LoanCare support number : Contact Customer Service XXXX Monday XXXX Friday XXXX XXXX. - XXXX XXXX. ET Saturday XXXX XXXX - XXXX XXXX. ET. Appreciate your help and support XXXX XXXX XXXX XXXX XXXX Loan NumberXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan has been on Autopay since I first purchased this investment property. We did do a forbearance during COVID. After taking it off of forbearance ( I received threatening calls about taking it off and they pretty much made me do it. However I was financially able to come off of forbearance ). After coming off of forbearance I received a call again from this company saying that I owe them all the money from when I was in forbearance. So this issue was somehow resolved by putting It back on Forbearance then removing it off of forbearance and putting it on the back end of the loan. We went back to Auto Draft as usual. The XXXX payment was taken. ( I was not aware that they never took another payment since XXXX. All my payments for everything including my other two mortgages are on Autopay ). I received a letter in the mail today saying my payment hasn't been made since XXXX and I owe all these fees. My bank account is always with money. I own rental properties. I don't know why they didn't take their money. I was on the phone with a supervisor and the call was somehow disconnected. They never called back. I called back again and now Im still on the phone waiting. Someone just picked up. I have been on the phone a total of 1 and a half plus hours. I am now being told that they will take the payment but will not give me anything in writing stating that this was an internal issue. I have a refinance coming up and the lady just told me this is on my credit report and has been for over a month. She said she will ask for the late payment to be removed and the late fees to be escalated but she dont know what will happen. I just paid my regular payment and I do not trust this predatory company after all I have been through with them during COVID there is no telling how many other people they have done this to to try and get extra money.I want the late payments removed and I want those fees waived this is not my fault and I have gotten my attorneys to look into this with the intention of filing litigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow account was debited {$450.00} on XX/XX/2021 to cover wind damage insurance. This was despite numerous attempts on my part to provide the company with proof that I am already insured for this by the condominium association that provides for this. In XXXX, the mortgage servicer LoanCare , LLC requested that I upload a copy of hazard insurance documentation to a website they directed me to, which I did. I took me less than half an hour to get the info off of the webpage of my condo association and send it to them. Then the company wrote to me saying the info didn't show coverage included wind damage. It did, and I uploaded specific sections of the policy, and also had the insurance representative contact the company to clear up any questions. This all happened during a pandemic, and though it sounds simple enough, because their phone system is so Byzantine and customer service so poor, it has taken me over eight hours of my time to be on hold, talk with a person, and satisfy them that the insurance is in place. They still took the money out of my account, but when speaking with them, they have acknowledged that it was an error, that the insurance required is in place and they will refund my escrow account money once they receive the refund from the insurance company. I have requested that their error should not impact my escrow balance and that they should refund my money immediately, but my request to speak with a supervisor was ignored. This sounds perfunctory and should have been resolved quickly, but in actuality it took me hours on the phone, numerous written communications and has been frustrating to have to work on, all because of their incompetence, which they freely acknowledge. My loan number is : XXXX Their website address is : https : //www.myloancare.comXXXX XXXX XXXX Their telephone number is : XXXX Their address is : XXXX XXXX XXXX Attn XXXX XXXX XXXX XXXX, VA XXXX I can provide dates and times for the phone calls and letters if these are needed. Please help me, thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89521
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A