Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare is not posting my payments to my account, my bank confirms that it was withdrawn, they have done this for 3 month in row. it is an impossibility to get someone on the phone. I have been on the phone on hold waiting for a person for hours. they are posting late fees and negative credit on my report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11224
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been struggling to pay my mortgage. I tried to make a payment with the stimulus check I have received and they will not accept payments, they want the full amount that is behind? Why can't they work with me when I am trying to make a payment?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46304
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortae through XXXX bank. On XX/XX/XXXX my mortgage was transferred to XXXX. I made a mortgage payment in the amount of {$1100.00} on XX/XX/XXXX with funds be removed from my checking account on XX/XX/XXXX. This payment was for my XX/XX/XXXX payment. When I went to make my XX/XX/XXXX payment with myloancare.com, they said I still owed them for XX/XX/XXXX payment. I called XXXX, which took an hour to get to a person. I was told I needed to contact XXXX bank and ask them to reimburse my payment to me so that I could pay it to XXXX. I called XXXX bank and was told that the funds had been transferred to XXXX and they could not reimburse me. I asked if XXXX could contact myloancare.com to sort this out and I was told by XXXX that I need to call XXXX and take care of it myself. On XX/XX/XXXX, I called back to XXXX, waited another hour to speak to a person. I ended up speaking with XXXX at XXXX who informed me that they could not see my previous ticket and I would need to start the process over and submit a new request. I did ask to be transferred to a supervisor. I spoke with XXXX, who told me I would need to submit a new request. When asked if there was a simpler way to contact them, I was told no, I have to go through their hour long phone tree each time. I submitted a new request with all requested information. I have now submitted requests 4 other requests to resolve this issue and apply my {$1100.00} payment to my mortgage. It is now saying my payment is past due, but it has been paid. I have gotten 2 responses from them asking me for a transmittal form which I don't know what that is and neither does my bank where I have my checking account. I have submitted 2 more requests with what XXXX XXXX XXXX XXXX and myself believe to be a transmittal form with no response from myloancare. I am so frustrated and scared. I do not have the extra money for this, I do not want to lose my house. Please help me. I have attached all document I have sent to myloancare to prove I made this payment to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my 30 year fixed rate mortgage on XX/XX/XXXX, with a 3 % interest rate, and principal of {>= $1,000,000}. My mortgage lender was called XXXX XXXX. My closing statement shows that I paid interest for the days from XX/XX/XXXX to XX/XX/XXXX as part of escrow. In XXXX I got my first bill, due XX/XX/XXXX, from XXXX XXXX. I wrote the check that's attached for the full amount and mailed it to XXXX XXXX. The XXXX bank statement shows Check XXXX clearing for the amount of the monthly balance. After that payment, I received notice in XXXX that XXXX would be the new servicer, and then I received a bill due XX/XX/XXXX. I paid that via electronic debit, and the attached bank statement for XXXX shows that payment to them clearing on XX/XX/XXXX. When I spoke with XXXX 's customer care employee she told me they didn't have any record of that payment, in other words they had lost it. Then, I received a XXXX bill in XXXX due XX/XX/XXXX. I paid that one by electronic debit as well, and please see the XXXX statement, attached, showing that the transfer cleared on XX/XX/XXXX. I also learned that the mortgage would be transferred a second time, to XXXX Bank. I asked XXXX to retain the mortgage until the dispute over the missing payment was resolved, but they did not do that and instead transferred to XXXX and told XXXX that I was behind by a payment. The mortgage transferred to XXXX before XXXX found my lost payment internally, and I began my relationship with XXXX with them telling me I was delinquent on the account, because that's what XXXX told them. I made my first payment to XXXX for the XX/XX/XXXX due date, but they credited it to what they considered the missing back payment, and told me I was still delinquent the current month 's payment. Then, by some miracle, XXXX forwarded the missing payment to XXXX, and they credited my account. Unfortunately, XXXX also lost the payment that I mailed for the XX/XX/XXXX due date, which cancelled check I am also attaching. This happened before the old XXXX payment was applied, so XXXX told me that I was still delinquent even after XXXX found and sent them my missing payment. XXXX then transferred the loan for a third time, to a company called LoanCare. Again I asked them not to do this until the payment dispute was resolved, but they did it anyway. LoanCare has adopted XXXX 's position that I am behind by one payment. I mailed them a check for the XX/XX/XXXX due date, which they have cashed, but they applied it to the XX/XX/XXXX balance and say I am still behind by a payment. Basically, if any one of these companies had held the mortgage long enough, this situation would probably have resolved itself. I've owned the house for six months and I've made six payments. I have explained this to each company along the way, but none of them deal with it or hold onto the loan long enough to just fix it. The current balance according to LoanCare 's payment history is {>= $1,000,000}, which ( according to an amortization schedule calculator I used online ) is what the balance should be after 5 payments. I have made six. I'm very concerned that my credit will be impacted even though I have made all payments on time, and I very carefully considered what I could afford before buying my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care Compliant LoanCare Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ca XXXX XXXX Mortgage Loan # XXXX Loan Care, LLC XXXX XXXX XXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX 1 : What is this complaint about? The Complaint is about Loan Care losing a mortgage payment {$1700.00} made on XX/XX/2021. Starting on XX/XX/2021 I was notified by Loan Care that my mortgage payment was not made do to NFS. On XX/XX/2021 my wife contacted XXXX XXXX and verified that the funds were there and XXXX XXXX transferred my mortgage payment of {$1700.00}. On XXXX the XXXX and the XXXX XXXX XXXX contacted us to advise us Loan care was attempting to collect two additional mortgage payments of {$1700.00} each and we were being assessed a NSF fee of {$29.00} each. My wife called XXXX XXXX and explained we did not authorize two additional mortgage payments. XXXX XXXX agreed to waive one fee. We received a payment receipt from Loan care at the end of XXXX advising us that the XXXX mortgage was paid and that the next payment due was to be for XX/XX/2021 for {$1700.00}. XXXX : What type of problem are you having? The type of problem is that Loan Care has demanded we furnish the same bank statements and proof that we made the payment over and over and over again and again and again. I have spent at least 60 hours on this fiasco since XX/XX/XXXX. The demands are now harassment based on their incompetence, leading to racial discrimination and veterans status. We have been harassed by the amount of demands and false accusations by Loan Care demands we prove we made the payment. The amount of time it is taking for Loan Care to make a decision as to crediting our mortgage account is now over 60 days. Loan Care provided false information to us in what type of documents we needed to provide them bank statements vs a XXXX Report. We were provided false information on what we would need to provide. We were provided false information as where to send the documents ( addresses ). We were provided false information what to send pdf files vs word documents or copies. We have at least 8 tickets out on the payment investigation. We have been provided wrong email addresses such as XXXX, XXXX, we have sent the info also to XXXX, XXXX, XXXX. The MyLoancare.com ticketing system ticket system has not able to be tracked or looked up. We were advised that the emailed the XXXX XXXX XXXX statements would not be acceptable because the XXXX document it was copied to could have been altered it. When resent it as a pdf and then they said document print was to tiny and when they attempted to zoom in it was too fuzzy. The last document that was requested was made by supervisor XXXX ID XXXX. She We were promised least a dozen times the supervisors would call me back on XXXX. Only on one occasion did we receive call back. And that was on XX/XX/XXXX. The correct information requirement that should have been requested from the start of this nightmare is this : 1. XXXX XXXX XXXX XXXX bank statement showing the payment was sent to Loan Care. 2. XXXX XXXX XXXX XXXX XXXX and later the XXXX statements. I sent them the XXXX statement on my own. They are not smart or competent enough to request it. I came to this conclusion : that Loan Care may want to view these two statements in order to verify Loan Care did not send my XXXX XXXX account the payment back to me ( a reversal of the transaction ). 3. When the supervisor XXXX XXXX, of Loan Care on Thursday the XXXX requested a Transmittal Report she did not give me the proper definition of a transmittal report. So when I went to XXXX XXXX and requested it the teller gave me another XXXX bank statement. I, at this point requested the XXXX bank statement, also. Then I sent both these XXXX XXXX to Loan Care to a new contact point, fax number XXXX. I verified on Friday the XXXX Loan care received it but it was the wrong info. it was not a Transmittal Report. 4. I then spoke with another supervisor XXXX ID # XXXX. She provided me the proper definition of what a Transmittal Report would include and look like. Within one hour and half, XXXX XXXX provided me the correct info and I sent it to Loan care by fax. Today XX/XX/XXXX, I verified it was received by Loan Care. 5. XXXX on Friday the XXXX did say prior to ending of our call that from the info previously sent it looks like Loan Care owes me a credit. That indeed I did make my mortgage payment on XX/XX/XXXX, and it was on time and they received the money. 6. I have on XX/XX/XXXX received a letter from Loan care that they are accelerating the loan. This is the first step in foreclosure. I was given the number to call XXXX and to speak with XXXX XXXX. I called him and the csr could not look him up, that is find his name. 7. This is critically important to me and my wife. I applied and was approved for a refinance mortgage lower my interest rate and payment. My new mortgage is about to become undone because Loan Care did not accept the payoff amount quoted on XX/XX/XXXX. The reason they are claiming they rejected the payoff was the I owe XX/XX/XXXX mortgage payment. I do not owe Loan Care the XXXX mortgage payment. They are lying. 3 : What happened? As of today the XXXX nothing has happen. This problem nightmare is still ongoing. Again, I was promised a callback for Weds the XXXX. I insisted that I receive a call back Tuesday the XXXX by XXXX. There is no resolution. There is no credit to my mortgage account of {$1700.00}. This is critical issue. Please help me, I am a XXXX XXXX XXXX Veteran. 4 : What company is this complaint about? LoanCare Service XXXX XXXX Loan Care, LLC XXXX XXXX XXXXXXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX XXXX I have also spoken with : XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX ID # XXXX, supervisor XXXX # ID XXXX & XXXX ( XXXX ) and many others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95826
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: Trouble during payment process
Subissue:
Consumer Complaint: My loan at XXXX was transferred to Loan Care, another company. When this happened, in XX/XX/XXXX, much of the information was lost. Besides my autopay being cancelled, I went on to LoanCare 's website, and was unable to make my house payment online because of problems with the website. I spent three hours on the phone trying to get a hold of a human being, and was finally able to talk to a human being to make the payment. However, the terms of my loan seem to be missing. I have a HELOC loan ( or had ) a XXXX ARM HELOC at XXXX with the HELOC portion being adjustable. When I go online now, it looks like I have a XXXX rate with no HELOC. The part that I owe that is adjustable seems to rolled into the full amount that is fixed, and at a higher rate than what I should be paying, but it's not clear because this information is missing. When I try to call or send email to support emails to ask and clarify the terms of my loan, nobody responds. I have been waiting since Monday, XX/XX/XXXX, and nobody has responded to answer my questions. When I looked on XXXX for other reviews, it seems many, many other people have had the same issues of not being able to reach anyone. There is no customer service or humans to speak with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: LOANCARE/ XXXX XXXX is reporting an incorrect mortgage balance to XXXX XXXX Our mortgage was transferred to Loan Care for servicing on XX/XX/2021. On XX/XX/2021 LOANCARE/XXXX XXXX first began reporting our loan information to XXXX Credit bureau. Our loan balance should be reported as {$180000.00}. However, LOANCARE/XXXX XXXX XXXX has reported the balance as {$180000.00} We would like the mortgage balance reported accurately to all credit reporting agencies that LOANCARE/XXXX XXXX use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07424
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent the following letter to MyLoancare : ( Start of Letter to MyLoancare ) Hello, My loan Number : XXXX. I phoned you in early XXXX to enquire about how I should address making a lump-sum payment to be applied to my Mortgage Principal. Receiving your instructions I had a Certified Bank check for {$80000.00} drawn on my account and mailed to you, marked APPLY THIS SUM TO MY LOAN PRINCIPAL. I mailed it on XX/XX/XXXX and you received it, and my funds were withdrawn from my Bank account on XX/XX/XXXX. I received my XXXX Month-End Statement and saw my mortgage Principal did not reflect these $ XXXX of funds. I called you on XX/XX/XXXX and was told you must have had some processing delays, but funds were received and should be reflected on my next Statement. I received the XXXX statement and I see there is {$80000.00} shown as Unapplied Balance. I continue to make my regular payment of {$2500.00}. I called XXXX XX/XX/XXXX and also on XX/XX/XXXX as I believe you are using my {$80000.00} as float and not applying it to my principal. I should be entitled to at minimum. a rebate of my loan interest rate of 2.75 % for the time you have had use of my money and not applied it to my Principal. You received funds on XX/XX/XXXX, as of my Statement on XX/XX/XXXX, you still did not apply my $ XXXX to my principal. This is not right! I can supply documentation from my Bank and from your Monthly Statements to validate all that has transpired as far as transfer of funds and dates. You had $ XXXX for 6 weeks time without applying per my original instruction. My interest rate on loan is 2.75 %, therefore I need you credit me {$250.00} towards my principal or send me a check for that amount. ( End of letter to MyLoancare ) At MyLoancare 's advice on a call ( XX/XX/XXXX ) I sent the fore-mentioned letter and received a Ticket # XXXX, as a point of reference to making follow-up calls, and to acknowledge my issue. . Today 's date is XX/XX/XXXX and after I called again to MYLoancare, I am writing this as a complaint to CFPB. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I applied for COVID forbearance in XX/XX/XXXX, and although their website says a response will be given in 3 days, it took weeks to get a response. On XX/XX/XXXX I received notification that I was approved for COVID forbearance. Because of this approved forbearance plan, no payments were made in XXXX and XXXX. However, I received a notice that I am late for payments ( which was incorrect since I was on a forbearance plan ). I emailed many times, and only ever received a response when I said I will report them to HUD XX/XX/XXXX due to receiving notices that I am past due which was incorrect. I was on an approved COVID forbearance plan that, according to their email, was valid though XXXX of XXXX. I sold the property XX/XX/XXXX, and they were fully paid out. I logged into my credit report online today, XX/XX/XXXX, and see that they reported me for having a delinquent account. This is unacceptable and fraudulent. This lowered by credit score by 93 points. No one ever answers their phone line, ever. They only answer emails when you say you will be reporting them. They have never once corrected any of their mistakes. Their mistakes ( perhaps intentional ) have caused stress and now have impacted my credit. Completely unacceptable. Having a phone line where no one answers and email responses that just say to call seems like a scam setup. This must be immediately resolved. If you go to their XXXX page, you can see hundreds of people complaining of similar issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a loan modification, completed the trial period. Signed all the paper work and sent it back in XXXX. Speaking to all different people some say they have it, others say no. Forclosure is still on my credit report. I have a third party helping me, he spoke with XXXX XXXX at XXXX XXXX XXXX. Extension XXXX. She said she had the paper work on Friday. Monday she was no where to be found and no one can find any paperwork. I would like to sell my home and can't because of my credit report. This company is very unethical. This started with an illegal foreclosure on their part. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A