Date Received: 2021-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company ( LoanCare , LLC ) has not paid my county taxes through my escrow account for the year XXXX. They always handle this and I was not aware it wasn't paid until I received a delinquent tax notice with accrued interest and late penalty. As of today XX/XX/XXXX they still have not paid the county taxes. I reached out to the mortgage company on XX/XX/XXXX as soon as I received the tax notice. I was able to get someone on the phone and I was informed to send them a message with a picture of the tax notice. She assured me that it would be handled if I did this. I immediately followed through and sent " LoanCare , LLC '' the message with the tax notice. Since then I have tried, on many occasions, to contact customer service, but no matter what I do I am not able to get anyone on the phone. I also sent them another message on XX/XX/XXXX and informed them that I would seek further action if nothing was done. The principal balance due is {$1000.00}. The late penalty is {$100.00} and the accrued interest is {$38.00}. I am not sure what else to do at this point other than hire an attorney. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2021-03-24
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: I have consistently gotten incorrect and contradictory information from LoanCare about what needs to happen for them to release the funds from XXXX XXXX so I can rebuild my home after a catastrophic house fire. The house fire was on XX/XX/XXXX. When I got the check from XXXX XXXX made out to both myself and LoanCare, I called LoanCare, spoke with XXXX and asked what I should do. I was told to send it to them, and they would endorse the check and send it back to me so I could pay for repairs. I was told this would take a few days. On XX/XX/XXXX I received a letter ( see attached ) indicating they were returning the check made out to both XXXX XXXX and I for the reason checked below. Nothing was checked. I called the number and was informed they needed me to endorse it and they would release the funds. I endorsed the check and sent it to them. When I called to follow up, they said they had provided me with the information on what they needed from me. I indicated that I had not received it and asked for the information verbally. I was told they needed a signed contract for the rebuild. I uploaded the contract and the first invoice for {$40000.00} for the deposit to begin the work. On XX/XX/XXXX I received a letter saying my claim is non-monitored ( see attached ). I called and was told this was a mistake. I was told that I needed to provide the contractors insurance information, bond, and license. I checked with my contractor and he said in Maine general contractors do not need to be bonded or licensed. I called back and was first told that I would need to submit licenses for all of the sub-contractors. I was then told that they would request an exception from Corporate to see if they would allow me to use the contractor. That review would take XXXX business days. During this time, they released {$24000.00}. When I called LoanCare, I spoke to XXXX ( Sorry not sure of the spelling ) on XX/XX/XXXX to ask how that number was determined they told me it was 1/3 of the amount, less the {$15000.00} XXXX XXXX had sent to me. I explained that those funds went directly to XXXX XXXX for the cleanup after the fire and I did not have access to them. I was told they would request the {$15000.00}. During this time, I submitted the second invoice for XXXX While that review was taking place, the second check from XXXX XXXX arrived. This doubled the amount of the loss ; the reimbursement from XXXX XXXX now exceeded the balance of my mortgage. The amount reflected the costs that were detailed in the contract I uploaded originally. I was told it was now a complete loss and I had to request to rebuild. I was told I had to provide a letter stating that I would complete the work that was detailed in the contract I uploaded in XXXX. I needed a second letter from the contractor stating he would do the work detailed in the contract. On XX/XX/XXXX I uploaded the letters. I called on XX/XX/XXXX and was told the letters were not processed yet, but that I would be all set when they had them. On XX/XX/XXXX I called to find out what happened and when I could expect the check. The XXXX employee XXXX XXXX Sorry not sure of the spelling ) told me I needed a letter of attestation that the work would be done. I asked her if the letter on file was sufficient. She said that it was confusing because I needed two letters. I pointed out I had uploaded two letters. When my husband, who was on the phone with us, expressed his frustration with this process, she indicated she did not have to listen to his attitude and hung up. The call was 38 minutes. I called LoanCare back and spoke with XXXX XXXX Sorry not sure of the spelling ). She indicated that I needed an inspection before they could release the money. She said they had released {$24000.00} which was 1/3 of the total minus the {$15000.00} sent to me directly by XXXX XXXX. I pointed out this was a $ XXXX claim and that there was nothing yet to inspect. She then said I needed an appraisal of what the home would be worth after the repairs were made. I said that cant be done because the appraiser wont know what the finished project would look like. She then said the contractor could provide the appraisal. I asked her to check the contract to see if it contained the information she needed. While she was doing this, we were disconnected. The call lasted 45 minutes. I called LoanCare a third time and spoke to XXXX XXXX Sorry not sure of the spelling ). She told me they had all the paperwork I needed, and she would put a request in for the funds. I requested to speak with a supervisor because I was getting different information from different people. She said there was no way to forward me to a supervisor, but that she would have one call me. I asked what the time frame was, she said 24 hours. I asked if I was able to return the call if I missed it and she noted there was no way to reach them directly. She did note that my preferred time was between 10 and XXXX am on XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX XXXX. She said supervisors had 24-48 hours to respond. I asked for documentation on the steps to go through to have funds released when the claim involves a total loss. She said that is not information they provide in writing. She also indicated no request for funds had been initiated and she would do so. On XX/XX/XXXX I spoke with XXXX. I noted I had requested a supervisor call me back and had not received a call. She said she would initiate a second request. I provided a third invoice for {$21000.00}. She said she would update the request for funds, but that corporate would decide how much to release. She was unable to provide me with information about how they made the decision or what my recourse was if they did not release the amount for the invoices I have submitted. On XX/XX/XXXX XXXX called and indicated they would not be releasing the funds until there was an inspection. While their website says that inspections are done after 50 % of the work is done, XXXX confirmed that they can request an inspection at any time. She was unable to provide timelines of how long this would take. She indicated there was nothing else that needed to be done on our end after the inspection was done. I have not yet received a call from a supervisor. She indicated she would put the third request in for a supervisor to call us back. The ongoing delays mean that work can not be accomplished on a timely basis. This is problematic for several reasons. Costs for construction are going up on almost a weekly basis. This means delays on their end may result in increased construction costs. We are unable to live in the home while it is being rebuilt. The delays mean we will be out of our home longer. XXXX XXXX is only willing to pay for a rental for a reasonable period of time. If the delays result in it taking longer than this, XXXX XXXX will not pay for our rental. As we will not be able to live in our home until the construction is finished, we will be homeless. Please see attached letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid off my mortgage on XXXX XXXX. LoanCare reported on my credit report as 120 days late at the same time as reporting my mortgage was paid off. I was in Forbearance due to COVID but have never been late. I have contacted my mortgage servicing company at beginning of XX/XX/2021 to have them take this off my credit. To this day I still have no resolution.I have also disputed it with all 3 credit bureaus still no resolution. My credit score has plummeted due to this false negative report on my credit.
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: 2021-03-24
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: Escrow is higher than what should be collected. Representative XXXX XXXX XXXX XXXX said adjustment will be made in XX/XX/XXXX payment but it did to happen and XX/XX/XXXX is still also not adjusted. Last escrow statement was XX/XX/XXXX though it should be done quarterly. I attempted multiple times to contact company ( by phone and website msg ) but nobody picks up phone and leaving my name and number does not result in a callback. I requested in XX/XX/XXXX that I take over paying my insurance so my escrow balance should be refunded to me. No response all this time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06824
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: REF : XXXX XXXX ATTN : LOSS MITIGATION DEPT LOANCARE XXXX XXXX, VA XXXX LOAN # XXXX PHONE # XXXX HELLO CFPB, SORRY TO BOTHER, BUT I HAVE BEEN/DONE THRU 2 OTHER MODIFICATIONS IN MY PAST 2 HOMES DUE TO STATE WEATHER DISASTERS. I CAN SAY THEY WERE THE EASIEST PROCESS I HAVE BEEN THRU. FOR SOME REASON, THIS MODIFICATION DUE TO MY BATTLE WITH COVID AND JOB RELATED, HAS BEEN A PAIN 100 %. FIRST I HAVE ATTACHED A FED PACKAGE THAT I JUST GOT ON XX/XX/2021 BUT PAPERWORK DATED XX/XX/2021. I HAVE MADE THE MORTGAGE COMPANY KNOW MULT. TIMES THAT I HAVE BEEN RECEIVING MAIL FROM THEM 20-30 DAYS FROM THE LETTER DATE. SO LACK OF MAIL COMMUNICATION IS POOR. SECOND, I HAVE TRIED TOO MANY TIMES CALLING THE ASSIGNED AGENT WITH SOME EXT NUMBER. THAT IS FALSE AND DOES NOT WORK AT ALL. TRYING TO CALL SOMEONE AT, IT TAKES OVER 1 HOUR EACH TIME. I HAVE TRIED FIRST AM AND LATE PM. NO LUCK. IT WILL TAKE OVER 1 HR ON THE LINE. THIRD, AND LAST. I HAVE LIKE I SAID, I HAVE BEEN THRU 2 OTHER MODIFICATION AND UNDERSTAND THEM 100 %. I TRIED TO CONTACT AND SPEAK TO A AGENT BY THE NAME OF XXXX, BUT SHE WAS CLUELESS ON THE PAPERWORK I GOT. SHE SAID THAT SOMEONE FROM THE MODIFICATION DEPT WILL BE CALLING ME. WHY I AM CALLING FOR HELP! WHERE ARE THEY GETTING CURRENT PAYMENTS ARE {$1700.00} FROM? IF MY CURRENT PAYMENTS ARE {$1600.00} SINCE DAY 1? WHAT IS {$83.00} CHARGE ON EACH STATEMENT COMING FROM? ( BECAUSE DURING FORBEARANCE, MORTG DO NOT CHARGE LATE FEES ) WHERE IS {$2300.00} COMING FROM FROM? ALSO MY CURRENT MORTGAGE DOES NOT HAVE ESCROW, WHY ARE THEY TAGGING ON INSURANCE AND ESCROW? ( MINE ARE PAID UPFRONT AND CURRENT ) HOW DID THEY GET {$2300.00} PAYMENTS ON 480 MONTHS WITH 2.75 %? ( THAT IS INCORRECT ) ( ( IT SHOULD BE ABOUT {$1200.00} PAYMENTS ) ) I NEED SOMEONE OR EXPERT FROM THE MORTGAGE DEPT TO CALL ME! THANK YOU, RC
Company Response:
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to work with Loancare and XXXX representative to set up a simple escrow to pay for my property insurance and property taxes. The first request was raised on XX/XX/2021, and to this day, the servicer refused to assist. They are jeopardizing my 800+ credit score and putting my mortgage in a possible default. As of today XX/XX/2021, I have emailed XXXX XXXX at XXXX, XXXX XXXX at XXXX, and XXXX XXXX at XXXX. I tried leaving them multiple voice messages on their escrow department, their phone number of ( XXXX ) XXXX ext XXXX does not appear to be functioning. They repeatedly accused me that I did not pick up the phone call, but in fact, I have been given them multiple numbers to call. They are refusing to service my loan and attempting to overtake my loan and foreclose my property. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We emailed a request for a payoff demand on XX/XX/XXXX. I called in today, XX/XX/XXXX, was told there was no record of it being requested. When I asked to speak to a manager the LoanCare rep hung up on me. This is not acceptable. -- -- -We see a disturbing trend of XXXX discrimination with LoanCare towards their minority borrowers. ********* Specifically, please look at the history of complaints centered around XXXX discrimination for this borrower. When is the Federal government going to put a stop to this????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: After calling LoanCare to sort out a new escrow amount, I Was advised by LoanCare Customer Service in XX/XX/2019 not make payment on mortgage until new/correct amount was determined. Was told that my payment would NOT be reported as late. Was advised I would be given 60 days days to solve issue of new payment amount. When advised of new amount I promptly made payment. Then got letter advising this amount was incorrect. Called Loan Care Customer Service and was advised of the amount given to me was wrong and was then given NEW corrected amount. I mailed this off. Loan Care told me they would not report my payments as late. They have inaccurately reported late payments and they have failed to fix these mistakes. I have called 5 times in last 12 months to fix this. Each time I have called I am told by Customer Service " we see in account notes that you were advised you had a 60 day grace period, we see you were advised not to pay '' yet they have repeatedly failed to correct the error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95409
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Afternoon, Consumer Financial Protection Board ( CFPB ), I'm writing to your department today to initiate a complaint against XXXX Bank and their servicing company LoanCare. My complaint is in regard to escrow shortages for XXXX under XXXX Bank XXXX and for XXXX ( under LoanCare ). The last two years my escrow shortages have been {$1000.00} for XXXX and now for XXXX {$1100.00} respectively. I've checked with my Insurance Company and the tax collector and my insurance and taxes have increased {$270.00} and {$290.00} respectively. My question is how is my escrow shortage over {$1000.00} or {$1100.00} for {$2000.00} and XXXX when the increases in taxes and insurance is under {$300.00}? I've approached the bank numerous times and can't get a satisfactory answer. if my payment for XXXX increased from $ XXXX {$1100.00} to cover the 1st escrow shortage over 60 months XXXX my request ), then isn't bank, per their own statement in writing collecting this shortage over 60 months per that payment? Is the new payment for XXXX of {$1100.00} collecting the escrow shortage of {$1100.00} over 48 months? I'm confused by this basic math. The Bank and loan servicer is telling me that isn't how escrow works. After collecting the shortage for 12 months, as opposed to the 48 months listed in their statements, the escrow analysis starts over and there will always be that shortage. This is a questionable business practice at best, in my opinion. I'm reasonable, if that's the case, then why doesn't my payment go back down to the original {$1100.00} and then the escrow shortage is applied. I contend the bank is collecting the shortage over the 48 month or 60-month period, but isn't reducing or eliminating the escrow shortage and keeping the Lendee in a perpetual escrow shortage loop and unless the person pays within 12 months will always owe the escrow. I don't have a problem with this if the bank was forthcoming with this information, when, in my opinion, the bank is allegedly disingenuous. The bank isnt collecting the escrow shortage over 48 months or 60 months, it expects Lendee to pay the escrow within 12 months or the process starts all over again. Im making a complaint against bank for this questionable business practice and would like a CFPB representative to call and discuss this situation further. I've attached copies of the XXXX and XXXX statements for XXXX and XXXX respectively as PDFs. Thank you for your time and assistance regarding my complaint, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear sir or mam LoanCare XXXX XXXX mortgage continues to mis apply my payments. I have contacted the company multiple times and have submitted 2 previous complaints to the CFPB. Please referee the two following cases for specific detail on this on going issue. - XXXX XXXX My payment amount was changed due to escrow need, I changed the amount to meet was is expected. When I reviewed the payment for XXXX, it was misapplied again. Loancare was only able to process my payment correctly for three months. I sent a request to correct this issue once again. This error has continued to occur 10 plus times.
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: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A