Date Received: 2021-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My HELOC loan servicing was transferred from XXXX bank to Loan Care LLC in XX/XX/XXXX 2021. For the past three weeks I have been trying to make payments online but have been unable to do so. I called 3 times, each time told I'd have online payment access within a day or two. On my 3rd call ( XX/XX/XXXX/21 ) I had no confidence it would happen so I made a payment with the representative by phone. Guess what, I logged in today, XX/XX/XXXX21, more than a week since the 3rd call to them and still have no access to make an online payment. I called twice today, XX/XX/XXXX21 ; 1st call I was not able to ever get to a live person and got disconnected, 2nd call I did get to a live person, asked to speak with a supervisor, was placed on hold and after holding for 30 minutes the system disconnected me. They are charging interest on a balance that should be lower had I been able to actually make payments. I can not continue to spend all this time on hold when I'm simply trying to fix their situation and make payments. Unethical and the worst customer service experience I have ever encountered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11741
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loancare, XXXX XXXX, and XXXX XXXX XXXX has refused to refund me {$2100.00} for overpayment of property taxes during VA Refinance done on XXXX XX/XX/2020 Loancare, and XXXX XXXX knew that my property taxes were already paid, in full, on or around XXXX XX/XX/2020, and Loancare, XXXX XXXX, and XXXX XXXX XXXX withheld {$2100.00} from my closing, refused to refund it back to me, knew that it was wrong, and after 25-30 phone calls and 5 letters later, has continued to give me the runaround and refused to refund my overpayment. Today I spoke with XXXX, and XXXX XXXX at XXXX, and Loancare-XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried numerous times to get in contact with the company to have my loan updated so that i am fully responsible for paying property taxes on my loan. Considering Myloancare 's history with not paying property taxes and causing their clients to lose their homes i wanted to be proactive. I have found it IMPOSSIBLE to get anyone on the phone, as the offices are either close ( for going on a week straight now ) or send you to an automated phone tree that hangs up on you. I even attempted to call the parent company XXXX to see why the offices where closed and if there was a different contact i could use. The lady called me a liar, saying the office are open and hung up. Considering how many other customers seem to be having the same issue, maybe the government will have a less difficult time. This is insane that they are allowed to continue operating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have repeatedly contacted the company LoanCare about the issues of our previous complaints, and after receiving word from CFPB, they finally began listening to what we have to say. The latest packet that we have received from Loancare states that we still have XXXX and XX/XX/XXXX as well as XX/XX/XXXX payments to pay off. This all alludes to a total of {$7100.00} which we have already paid because we follow our scheduled monthly installments. We have repeatedly sent out proof of payment, and there is always a new month from a previous year which they claim we have not paid. We have paid all of our mortgage payments and taxes on time. XXXX XXXX claims that they have paid two Quarterly taxes, one of which got sent back to them as a refund, and they sent it to Loancare. Loancare claims that they have sent our one Quarter tax money to the township. The township will not accept that money because we have already paid the township directly. The other quarter that XXXX XXXX paid to the township got refunded back to us, and we sent it to Loancare. If the parties involved could find the money that Loancare apparently sent to the township, yet the township did not accept, this issue would be resolved. The next issue at hand is regarding the escrow account that Loancare opened despite us having paid our escrow to our township among our other payments. After receiving word from CFPB with our previous complaints, Loancare claimed to have removed our escrow from our account and issued us an escrow refund. However, they claim to have refunded us after satisfying our escrow advance balance with a total of {$1800.00} remaining to give back. They should be refunding us {$3800.00} because we do not have any balance regarding escrow with Loancare. This {$3800.00} is the money that XXXX XXXX sent to Loancare ( refer to the first paragraph ). As previously mentioned, we handle our escrow through the township. Thus we sent back the {$1800.00} back to Loancare because it does not belong to us. If Loancare were to distribute the funds in which they claim to return to us to where they claim they are missing payments from, the missing money issue would be resolved. However, Loancare claims that the current required payment is {$7100.00}, which is entirely not plausible. For the past 11 years, we have consecutively paid off our principal and interest to our lender. It is after XXXX XXXX sold to Loancare that these issues began arising for not just us but a whole community of others. Please try and help us with this issue as they refuse to listen without legal or government pressure. We have all the proof necessary to show that we pay our mortgage and taxes on time. They have obliterated my credit score on the claims that I have payments pending. Please help us as this has become our worst nightmare, from threats of foreclosure to hanging up on calls with us after holding for hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Had a big problem with XXXX XXXX getting my payments to XXXX via Loancare during XXXX, but when my husband and I were going to refinance our newly built home, the finance company told us our credit rating had gone from XXXX to XXXX all because of late payment reporting by Loancare . The finance company told me that we had been late a few times in XXXX and had not paid the XXXX and XXXX payment in XXXX. I have proof which I will attach later that ALL payments were made on time to XXXX XXXX XXXX, in XXXX, NM but in XXXX there was two months that XXXX XXXX did not pay the payment to Loancare because they were buying out XXXX XXXX and XXXX XXXX did not pay the payments even though they had received the money.. Then The payments were sent to Loancare with the wrong account number a number of times and then in XXXX and XXXX of XXXX they sent the payments to XXXX in XXXX ( and they can not tell me why that happened ) Payments have been supposed to go to Loancare in CA all along. I dealt with XXXX XXXX for XXXX ( she was with XXXX XXXX and continued on with XXXX Escrow when they took over ) I had other problems with the Escrow company because they did not send me the distribution of money that I was supposed to get but finally gave up on that. Out credit rating is much more important. I want to pay off Loancare ( I have the money ) and get rid of my headache with them and the Escrow Company but need to clear up my credit first. If you check you will see that we have NEVER been below XXXX on our rating and pay all our bills on time or ahead of time. Can not even reach XXXX now and am talking with someone that is supposed to be a manager named XXXX at XXXX XXXX. I have even more emails and such if you need them. We have a gentleman by the name of XXXX XXXX XXXX XXXX that signed a Real Estate contract with us in XX/XX/XXXX to buy the house and the XXXX XXXX company ( Then ) would get their payment, send the payment to XXXX/Loancare and send us he difference. I have proof that XXXX has NEVER missed a payment and is ALWAYS on time. It is the Escrow company in XXXX that started to XXXX things up. In XXXX I was assured that they would never report any bad credit to the credit bureau when I found out what was happening. I just want our credit rating restored since we have NEVER been late on anything. Over the years I have made numerous calls to Loancare to explain what was happening but also had a hard time getting to a human person. Hours on the phone each time trying to get to a live person. The Escrow company as of yesterday had not even paid the two payments that they sent to XXXX in error according to LoanCare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87002
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred from XXXX to LOANCARE. Since the transfer I have not been able to access my online account and calls to them just get discounted. They continue to route me to various departments and I am placed on hold and then the call gets disconnected. Also, I had requested information on a forbearance and was immediately placed into one despite only asking for information about the terms. I did not agree to be placed in forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare is our mortgage servicing company, who we have paid our mortgage to, on-time since the beginning of our loan. Loancare has failed to pay the property taxes on our home for over a year. The delinquent taxes have now gone to the county attorney who is threatening to file against us in court to take away our home if the taxes arent paid. We have been trying to get loancare to pay the taxes since XX/XX/2020 to no avail. They are basically holding our escrow money hostage and are delinquent on the tax payments. We have called over 30x, sent countless emails, sent the tax bills via digital pdf and certified USPS mail, still no payment made. We need help. We need loancare to release our funds or pay our taxes, plus the penalties, interest, bureau fees and attorneys fees from the county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Servicing company monthly statement dated XXXX/XXXX/2021 invoiced me for a " Total Amount Due '' of {$1800.00} ; the " Explanation of Amount Due '' itemized the payment as follows : Principal : {$1100.00} ; Interest : {$5.00} ; Escrow : {$680.00} totaling the amount due of {$1800.00}. The amount ( {$1800.00} ) was paid on XX/XX//2021. The principal portion represented the final remaining unpaid principal balance of the loan thereby satisfying the mortgage. Loancare, Servicer, collected the funds and placed them in an account they called " Unapplied Account '' and proceeded to deem the loan as past due.They commenced collection activities and actually sent several certified mail to my home deeming the loan as " Past Due '' and also reported the delinquent status to Credit Reporting Agencies. I have just received a Disbursement Notice from them stating they paid the quarterly taxes which will become due on XX/XX/XXXX, 2021. have sent four messages to their website and no action ; Clearly, the company is another Hustler in the mortgage business relying on computers to do the servicing. I am seeking my satisfaction piece and the return of my original documents. Humans are unreachable at this company. ATTACHED PLEASE SEE THE XX/XX/2021 STATEMENT/INVOICE AND THE TAX DISBURSEMENT PAYMENT NOTICE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10031
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I notified Loancare I was laid off at end of XX/XX/XXXX and on XX/XX/XXXX Loancare sent me the confirmation of my forberance being submitted. After that no response from loancare to my letters, emails even when their bills shows the customer email they do not respond at all. My phone calls are not answered at all and no ne pick up the phone and we can't leave even a voicemail. I got my XXXX money and I was able to pay my mortgage up to XX/XX/XXXX with my unemployment benefits feed my family. No more unemployment after XX/XX/XXXX. I have no job and taxes are not even posted yet in my account. I sent a letter to President Biden but no response since XX/XX/XXXX. My loan # is:XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92337
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare, XXXX XXXX XXXX XXXX XXXX, VA XXXX, took over our lone XXXX of XXXX. Our previous loan was set up on bi-monthly payments, and when it was transferred over to loan care bi-monthly payments continued. I cant say for sure if this was automatic or at our request. As far as we knew everything was OK. We seldom, if ever check bank statements or loan statements, since it was set up on auto draft. Forward to XX/XX/XXXX, we opened our loan statement because our tax documents were enclosed, and come to find out that our loan was behind, even though all payments were made. We immediately called on XX/XX/XXXX, after fumbling thru their overlay complicated phone system to get to a live person, which tried to say we missed a payment, and then to a supervisor. I was informed that a payment was misapplied, that they would take care of it, and that nothing would be reported since it was their error. Forward to XXXX, we get another late statement. Again, I immediately call on XX/XX/XXXX, fumble thru their phones system, again told we missed a payment. After demanding to talk to a supervisor, I was informed again, by a supervisor, that they misapplied a payment, that they would get it corrected, and that nothing would be reported. I was also informed at this time that the reason for the issues was due to their system not being set up for bi-monthly payments? And that we would probably keep running into this issue. Forward 1 week, I get a text from my credit monitoring service that a late payment was reported from this company. I immediately call again on XX/XX/XXXX, and again on XX/XX/XXXX, again fumble thru their phone system, talk to another person that tried to blame it on us, and was eventually forwarded to a supervisor again. I was informed again that they misapplied a payment, and now they couldn't do anything about it because of tax reason since the orginal misapplied payment was from XXXX of last year ( I was never informed of this till now ). I was also informed that auto withdrawal was suspended for some unknown reason and that we owed a month and a half back payment ( again I was never informed or aware of this untill this conversation ). 1 month due to the auto withdrawal suspension and the rest form the misapplied payment. We immediately paid what was now owed, and told them to switch our auto draft to 1 monthly payments. My girlfriends and I XXXX XXXX has dropped by over XXXX points, which XXXX sure will XXXX XXXX up my credit card and other loan interest rates. Today, XX/XX/XXXX. I logged into their site to download our past statements, and discovered that they updated all our payment information, yet failed to reinstate our auto draft, which would have led to another late payment if I wouldnt have picked up on it. I decided to research this company on XXXX and discovered I'm not the only one that they set up on bi-monthly payments, for which their system doesn't support, and wound up being reported to the credit bureaus do to Loan Care 's error. Attached is statements, that I downloaded on XX/XX/XXXX to try and figure out what happened. As you can see starting XX/XX/XXXX, after I called them they tried to fix it, but apparently to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A