Date Received: 2021-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan owned by XXXX but services by Loancare. I received an incorrect XXXX for tax-year XXXX. I attempted to contact Loancare but they have not responded to my e-mails. I tried calling them on the telephone but was only able to get a computer and was unable to ever talk to a person. My initial e-mail was on XX/XX/XXXX. I received an automated e-mail response within a short time saying they had received my e-mail but with no other information. I still have not heard from them.
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: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working with Loancare on this issue since XX/XX/2020. Back in XXXX I submitted a partial claim due to Covid, for roughly the amount of {$7000.00}. Shortly after though, I decided to actually do a loan modification instead of the partial claim. I have a statement that even shows that amount added to my principal and then paid off when I refinanced. Yet the lender is saying that I also did the partial claim, but you can clearly see on my payment history that they added the amount to my balance and I paid that in full when I refinanced my mortgage. They still filed the partial claim though and it's showing on title. I tried to get them to do a re-conveyance of the partial claim and now they're saying I did both the modification and the partial claim, which is entirely impossible. They literally show on my payment history that I didn't.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98042
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I tried several times to call and speak with LoanCare regarding LoanCare inaccurately reporting our account number XXXX as late by 90 days in XXXX. I finally got connected to a lady name XXXX, who provided me with an email address to deal with the credit reporting error. On XX/XX/XXXX, I received an email indicating a ticket number that they had assigned our account to LoanCare 's Loss Mitigation Team for review and resolution, but I have heard nothing since. Meanwhile, we are moving and our mortgage loan approval and interest rate are being affected by this errant reporting. Below is background information regarding this inaccurate credit reporting by LoanCare as detailed in my email to LoanCare : Due to the pandemic, we applied for and were approved for a 90 day payment forbearance ( see attached letter dated XX/XX/XXXX from LoanCare approving the forbearance Confirmation number XXXX ) Due the continued unknown future of the pandemic and the Stay at Home Order, we could not rent the subject property collateralizing this loan, so we called and were provided with a 90 day extension through XX/XX/XXXX. ( See attached letter dated XX/XX/XXXX and out handwritten notes on the letter - Confirmation number XXXX ) On or about XX/XX/XXXX, I noticed through my XXXX and XXXX accounts that my credit score had gone down by about 50 points. I researched the matter and found that LoanCare had reported the subject loan as delinquent 90 days. I called LoanCare and spoke with a lady that said LoanCare did not report us delinquent and that I had to go to the credit reporting agency for resolution. I contacted XXXX, and after a few weeks, they sent a report indicating that the issue had been resolved, and my XXXX and XXXX credit scores are now both back around XXXX. ( See attached letter from XXXX dated XX/XX/XXXX ) I am now applying for a loan to purchase a new home and my mortgage company informed me that LoanCare is still showing my loan as 90 days past due ( See attached credit report, page 3 ). Please note that the subject loan was never past due and was paid in full through sale of the property on XX/XX/XXXX. Coincidentally, that is the date that LoanCare reported our loan as 90 days past due. We never received any past due notices. My wife and I have never been past due on any payments in our lives, and this is affecting our credit availability. LoanCare is not being responsive. There customer service phone number is ( XXXX ) XXXX. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an issue with the escrow account. I can not reach anyone at the servicing company. The phone tree does not allow a choice to speak to a person. I have left a number to call back on numerous occasions, but have never received a call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33572
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: loan care morgage Service are reporting mortgage late on my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94518
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Through loss mitigation at Loancare, I applied for a mortgage modification. After submitting all required documents including a quick claim deed which showed the removal of the co-borrower on my house, I received written notice of the application being complete as of XX/XX/XXXX. I was notified on XX/XX/XXXX that I was approved for a trial payment plan. This notification had the co-borrower 's name omitted. After successfully completing trial plan my modification was granted and I continued to pay my mortgage on time each month. In XX/XX/XXXX I was telephoned by Loancare and a representative stated that I did not return signed & notarized agreement. This was incorrect as I have the postal receipt. I called to follow up several times constantly being told someone would get back to me, this never happened. Finally after asking to speak to a supervisor who seemed very friendly and helpful I was told the co-borrow needed to sign agreement or submit proof of new deed and any other documentation. I complied and the matter was completed or so I thought. I called to make my XX/XX/XXXX payment and was told it can not be accepted. Several calls to Loancare went unresponsive as I was again told someone would get back to me. I then receive a letter stating my mortgage modification is denied and I haven't made a payment since XX/XX/XXXX which is a False Claim. Loancare breached this contract, made false claims and failed to respond to repeated request for information. Please assist as I acted in good faith and was forthright as per this agreement however I was not met with the same treatment. I'm now being forced into a pending foreclosure litigation. I thank you in advance for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with Loancare the loan servicer that took over the loan from XXXX XXXX. During my phone call on XX/XX/2021 with them I was told that my loan modification plan has been approved and that I shall receive a package to sign that would contain the loan modification terms lowering the interest rate with the unpaid balance amortized over the life of the loan. I called again on XX/XX/2021 and was told that I should wait till the first week in XXXX. Till today I have not receivied anything from them. I am trying to begin regular monthly payments after the forebearance plan ends at the end of this month and am concerned that Loancare has not followed up and responded. On their website my online account shows that my Loan Modification plan has been approved and states, " You should receive the approval within the next 7-10 business days. Please review these documents contact Customer Service if you have additional questions ''. This has been showing up online for three weeks. I have tried to call their service department but hear only recorded information without an option to speak to a live person. I would like to receive their documents to sign because I want to remain current on my loan from next month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ultimately, on XX/XX/2020, a check was issued in the amount of XXXX XXXX dollars address to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX of the XXXX XXXX XXXX XXXX, N.Y. XXXX Corporate Office listed on their W-9 form, to the above account by the Maryland State Comptrollers office. `In my efforts to locate the check with Loan care I have gotten nowhere since my inquires. A representative and I have reached out by providing a form to verify the lost or non-receipt of the check for a resolve, Nonetheless, in this recent activity with Loan Cares payment and research section. They decided to follow up and therefore close the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I tried to log in to pay my mortgage XXXX My log in failed - there was no message saying anything was wrong with password or ID ... it just kept reverting back to log in. I even tried forgot password to see if that would help. No luck. No tech support available through their website. I called customer service. They have the most convoluted " Self SErvice '' messaging. And their customer call line keeps directing one back to the website. I spent over an hour trying to find my way through their phone system. I can't even remember how but I finally got a person. Not the usual press 0 or # ( In fact when you press 0 more than once you get a good-bye and then a hang up ). Once I got a person, she told me I was locked out of my account because I had my cell phone number also listed in the home number spot. She unlocked my account and I was able to pay. Today one month later I log in to make a payment ... and the same thing ... log in does nothing except bring back a new log in screen. No error message ... just a continuous loop back to log in. So I called again. I have spent 45 minutes trying to find anything on the phone service that will be of help. I can not figure out how to reach a person and NOTHING at the customer service line leads to something or someone to help with this matter. This trouble paying can lead to credit damage. How do I get to speak to someone who can help me? All I want to do is be able to make online payments. In the past ( For YEARS ) there was never any trouble making online payments. This company has horrible service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Home insurance not being paid by escrow account. I have already contacted your agency and am now receiving phone calls with unknown name on caller ID, first no message then message no name no ID number to call Loancare. After several attempts and being on hold for up to 45 minutes am being told that you contacted them and they are looking into issue. We are receiving by mail that we do not have homeowners insurance, do not have flood insurance and offers to refinance with them. We are lucky enough that we have closed on a refinance ( at our expense ) so we do not have to deal with them. We now are left to fight to get our escrow account with them refunded to us. Especially during these times Loancare 's predatory insurance programs are hurting many consumers. How can we get help to get our refund of {$2800.00} from our escrow account.
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: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A