Date Received: 2021-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have escrow with my mortgage. They are required to timely pay my property taxes and home insurance. My insurance renewal was received on XX/XX/XXXX, they only made a partial payment. My policy lapses on XX/XX/XXXX. When i contacted company that they have not paid my insurance timely they advised me they will pay after my policy expires. That is a breach of contract and exposing my to risk and higher insurance costs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2021-03-18
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: My HELOC loan was transferred to Loancare ( Tel XXXX ) from XXXX-XXXX on XX/XX/2021. My loan number # XXXX shows up in their system but the website is not allowing payments and I can not get a payoff quote when contacting them by telephone. My pay date is XXXX so I don't want to go into default on the loan, which is why I'm trying to pay off the entire amount. I have called at least 5 times and I get different information every time I call regarding when and how I can make payments, but I'm never allowed to make any actual payment! If you need to reach me call anytime at ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-03-18
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: On XX/XX/2021 I received a letter from Mortgage provider, LoanCare a XXXX XXXX ( " Lender '' ), stating they have not received my XXXX Mortgage Payment of {$2100.00}. Upon receipt of this letter I contacted the Lender by telephone XX/XX/2021 I spoke with a Representative advised her I checked my online bill pay site with XXXX XXXX XXXX XXXX " XXXX '' ) which showed the money was electronically transferred to LoanCare on XX/XX/2021. The LoanCare XXXX provided me with an address for the XXXX XXXX team and provide to them a copy of the letter I received, confirmation the payment was paid, copy of my XXXX Bank Statement reflecting the {$2100.00} money debiting my account. I email all these documents to XXXX. On XX/XX/2021 I received an email from the Payment Research Team requesting a copy of the check ( front & back ) as proof of payment, I don't have this was an electronic transfer. I then contacted XXXX XXXX XXXX directly informed them of the situation and the XXXX XXXX XXXX Representative sent a direct response to LoanCare with additional information label " proof of payment ''. On XX/XX/2021 the XXXX XXXX sent me by email the Proof of Payment therefore I forwarded this " proof of payment '' along with my XXXX Bank Statement and electronic bill pay confirmation from XXXX bill paysite. On XX/XX/2021 I received a letter from LoanCare - titled NOTICE OF MEDIATION CONFERENCE PURSUANT TO R.I.GEN LAWS 34-27-3.2 to contact their Loss Mitigation regarding my missed loan payment. On XX/XX/2021 I sent an email to XXXX and cc 'd the Payment Research Team. In the email I provided again the " Proof of Payment '' from XXXX, copy of my XXXX Bank Statement, the first letter I received from LoanCare, the electronic transferred from the XXXX XXXX XXXX and a copy of the email I sent to XXXX dated XX/XX/2021. I received an email dated XX/XX/2021 @ XXXX from a representative at the payment research team, XXXX XXXX XXXX XXXX Customer Support Research XXXX, stating the case has been reopened and will provide an update. On XX/XX/2021 @ XXXX from the Payment XXXX XXXX XXXX they received my inquiry regarding my mortgage account and issue has already been address. On XX/XX/2021 @ XXXX I responded to Payment Research Team and put in the body of the email XXXX XXXX XXXX XXXX, copied the response and asked if someone could provide a status on my account, what has been done and if they found the {$2100.00} XXXX Payment and applied it to my account ( no response ). XX/XX/2021 I received a Letter from Rhode Island XXXX - Request to Appear at Mediation Conference. I sent an email on XX/XX/2021 to the Rhode Island XXXX - XXXX ; XXXX XXXX XXXX XXXX XXXX, in that email I attached in that email my email to the XXXX and the proof of payment from PCU. In the contents of the email I again explain how the money was deducted ( {$2100.00} XXXX from account on XX/XX/2021 and I can't seem to get anyone from LoanCare to locate the missing payment and apply this money to my mortgage account. Can someone please help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2021-03-18
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: Back on XX/XX/2020 I send in additional PRINCIPLE ONLY payment of {$45000.00} which XXXX XXXX XXXX mis-applied to future monthly payments. Only after previewing the payment history I made contact with XXXX which did admit fault and finally did a reversal on the payments and re-applied to the principle payments only. XXXX for some reason canceled my auto-pay monthly payment setup and received a foreclosure letter in the mail that I was two month delinquent which I promptly got current. Meanwhile the supervisor at XXXX promised me that he would talk personally to their credit dept to make contact with the credit bureaus to make sure my credit score was not effected just because of their fault. I checked with credit and I had a high XXXX credit rating and my wife XXXX credit rating which now is low XXXX 's and cant get anyone at XXXX to make the correction. I had been dealing with a XXXX XXXX XXXX XXXX ID No. XXXX ) at XXXX that had made the promise he would hand walk their mistake through, which he has not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I see multiple 30 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company MyLoancare servicing has not paid taxes on the the property to the correct county for two consecutive years. I have spoken with the company for months with no resolve. The normal payment is XXXX. A escrow analysis was completed due to the incorrect parcel. The taxes were paid to another county XXXX XXXX XXXX. The property I reside in for the last 20 years is located in XXXX county. After the payment. Of XXXX in taxes was paid the new analysis escalated my new payment to XXXX to make up the escrow. The agency said they would do a new analysis this has not been resolved and they will not answer my questions or make payment to the correct county to remedy the issue. XX/XX/XXXX new analysis XXXX multiple call, letters, tax documents sent to MyLoancare XX/XX/XXXX place in COVID Forbearance XXXX XXXX calls no remedy for tax payments for XXXX and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage and escrow account with LoanCare LLC. In the process of my mortgage being transferred to LoanCare LLC, my taxes were short paid, I paid them and all late fees due to the timing of taxes and the timing of sale and transfer of loan companies. Then they said they paid my XX/XX/2020 taxes but the town never received them. I have contacted them many times about this with absolutely no response. I just want them to pay my back due taxes along with all the penalties and interest ( some of which I have already paid ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06410
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Problem with customer service
Subissue:
Consumer Complaint: I was not notified by Loancare LLC that I was due a payment, and auto-pay was not set up. I have called multiple times, submitted a written request, had lawyers reach out to them with no response from Loancare LLC over multiple month period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80260
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I feel like LoanCare and XXXX XXXX XXXX are preying on those that needed and asked for help during COVID by destroying our credit reports. The only response the call center gives is " well that's how we're allowed to report it ''. This reminds me of the predatory policies that XXXX XXXX XXXX and XXXX XXXX were caught doing. My hope is thatI can get some help and this complaint sheds light on a malicious policy that is intended to cause long term harm to consumers. I have submitted a ticket ( # XXXX XXXX but received no response yet. XXXX has inaccurately and purposefully reported my account late for 6 months of 2020 while in forbearance and has refused to correct the error. My VA Home Loan was approved for a 180-day CARES Act forbearance on XX/XX/2020. I understood that my payments from XXXX to XXXX would still accumulate but would not be reported as past due. A forbearance was meant to protect us after my wife was unable to work due to XXXX restrictions. I understood that only those approved payments XXXX XXXX to XXXX XXXX would be protected from derogatory credit reporting. When my CARES Act forbearance was approved, we were past due for our XXXX payment which I knew would remain past due until paid. To me this meant that XXXX would become XXXX, XXXX, XXXX, etc days late until paid because the other months were protected by the forbearance. That is not what happened, LoanCare marked XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX as 30 days past due. They marked nearly every month of the forbearance as past due plus XXXX and XXXX. I made payments throughout my forbearance and did not request a modification, choosing to pay the remaining balance in XXXX despite receiving an extension to XXXX. I paid the balance in XXXX then made on time payments moving forward but XXXX and XXXX were still listed as late in error. I was legitimately trying to get caught up and end my forbearance as quickly as possible. Below and attached is my payment history before and after the forbearance : XX/XX/2020 : Approved for 180-day CARES Act forbearance XXXX XXXX balance is past due ). XX/XX/2020 : Payment for XXXX balance. XX/XX/2020 : Payment for XXXX balance. XX/XX/2020 : Payment for XXXX balance. XX/XX/2020 : Payment for XXXX balance. XX/XX/2020 : Payment for XXXX, XXXX, and XXXX balances. XX/XX/2020 : I requested and they approved to end my XXXX XXXX forbearance early. XX/XX/2020 : Payment for XXXX balance XX/XX/2020 : Payment for XXXX balance I do not see the reason to have a specific policy of marking months during an approved forbearance as past due. It is even worse for LoanCare to defend such a damaging policy by saying that they do it because they're allowed to. This is in no way the right thing to do to anyone, especially those that are seeking aid during a incredibly difficult time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a payoff through my mortgage company ( XXXX XXXX ) AKA ( Loan Care ) I sent a payment XX/XX/2021 to pay off my mortgage. New red records indicate the funds were received on XX/XX/2021. As of XX/XX/2021 the funds are still being held in a suspense account and not yet applied to my principle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A