Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with XXXX ( loan # XXXX XXXX in XX/XX/XXXX. XXXX then immediately sold the loan to XXXX XXXX XXXX ( loan # XXXX XXXX. XXXX XXXX XXXX billed me for XX/XX/XXXX mortgage payment in the amount of {$2800.00} due XX/XX/XXXX ( see attached ). On XX/XX/XXXX, a Notice of Servicing Transfer letter from XXXX XXXX was sent to me stating that LoanCare on behalf of XXXX XXXX XXXXXXXX XXXX will collect my mortgage payments starting XX/XX/XXXX. Meanwhile, XXXX persistently contacted us for their XX/XX/XXXX payment. They said it was due to them, not XXXX XXXX. We have tried MANY attempts to contact XXXX XXXX and LoanCare to resolve the issue and get the XXXX mortgage refunded to us so we can pay XXXX to no avail. We've been contacting both companies since XXXX. I have attached supporting emails from XXXX XXXX that states the XXXX mortgage is due to us for refund and that they've contacted LoanCare to process the refund. It's been 2 months and nothing from LoanCare. Every time we attempt to contact LoanCare at the only number we know ( XXXX ), they don't seem to know the story and it's a repeat of the entire scenario to the rep at the time. There has been numerous calls to LoanCare from XXXX to XXXX. I started documenting my calls to LoanCare starting XX/XX/XXXX. Calls to LoanCare : XX/XX/XXXX - Spoke to XXXX, then requested to speak to a supervisor named, Ms. XXXX and she initiated an escalated ticket XXXX # XXXX XXXX. She said we'd get a call back from the escalation dept within 1-3 days. No call back. XX/XX/XXXX - Spoke to XXXX XXXX agent # XXXX XXXX. She was supposed to call us back the next day. No call back. XX/XX/XXXX - Spoke to XXXX XXXX agent # XXXX XXXX. Was supposed to have someone contact XXXX XXXX XXXX XXXX XXXX XXXX XXXXNo call has ever been made from LoanCare to us to try to resolve the issue. We were approaching the 60 days RESPA and were forced to make a secondary XXXX mortgage payment to XXXX ( see letter from XXXX attached ) on XX/XX/XXXX to avoid having a negative impact to our credit. This has gone on far too long with no follow up or communication from LoanCare. It is clearly an error between XXXX XXXX and LoanCare that should have been easily and quickly resolved for me. I hope this letter will help find me a quick resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have tried many times in many different ways to speak with someone, at XXXX who is servicing my home loan. The communication involves an impound account that was supposed to have been set up for my homeowners insurance. My insurance company also tried unsuccessfully. My rate was based on setting up the impound account. In addition, I waited until the last minute, XX/XX/XXXX to send in my XXXX payment using my banks bill payor, with the idea I could talk with someone before sending in my payment. The only communication I received was a late payment notice and a late fee of XXXX XX/XX/XXXX, the last date to be received without penalty was XXXX XXXX. They received payment on the XXXX. I am asking that the late fee be waived and also request information how I can communicate with this loan servicing company. I have called a minimum of XXXX times, written several requests using there online forms, left phone messages, and even called their parent company who did not help. I really do not know what else to do. The only phone number given to customers so far has only taken me into circles. My home insurance, credit rating and penalties are involved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX MyLoancare is not giving me my Pay off statement for refinancing. I have been asking them for month and half.I have made many phone calls to them. From : my email address here Sent : Tuesday, XX/XX/2021 XXXX XXXX To : Payoffs MyLoanCare Subject : Payoff Request ( Ticket # XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63303
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a VA mortgage with XXXX XXXX XXXX , XXXX which is a subsidiary of LoanCare , LLC. This loan has been in an approved forbearance due to covid-related economic hardship since XX/XX/XXXX. However, since XX/XX/XXXX LoanCare has sent me several statements and demand letters stating that my loan is delinquent ( it is not ; it was current as of the date of forbearance ) and threatening foreclosure. LoanCare is also adding late payment fees to my loan balance. I have made numerous phone calls and email messages to LoanCare, with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: COMPANY I am complaining about : Loancare, a XXXX company which may or may NOT have been recently purchased by XXXX XXXX XXXX I requested to be taken OFF of forbearance and requested a deferment of the outstanding 10 payments at the beginning of XXXX. I have recently started a job and can now make regular payments. I also need to finance a car and need the loan to be off forbearance and show as CURRENT. This is the source of my HARDSSHIP due to their gross negligence. I am also considering filing a complaint with the consumer protection bureau. Their incompetent top management is causing financial hardship. As of XX/XX/XXXX, the loan changes had still not been processed. That is causing considerable financial hardship on me because it is delaying the opportunity to get a loan as interest rates go up. This company is totally incompetent and truly slow and unresponsive. The entire executive suite should be fired for not thinking ahead and getting more modern and up to date systems in investing in technology. Instead they buttered their bank accounts and slapped themselves on the back for doing such a good job. In the mean time, my new monthly statement STILL SHOWS that the loan is in forbearance and even if they get it done tomorrow, I will have to wait unitl I get a new statement at the end of XXXX to prove that the loan is current. That means that the total elapsed time from my request until resolution will have been over two months. Inacceptable. I request that you reach out directly to Loancare 's management as well as to Management of the new owner, XXXX. Their inaction and inability to plan and staff up is no excuse for BAD LOAN SERVICING. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Company still refuses my request to discontinue PMI insurance even though late payments were removed from my credit report. My first request to discontinue the PMI was in XX/XX/XXXX and there were no reported late payments on my account in the prior 13 years. Since I filled my complaint, I have not been able to contact the company by phone on several attempts and waiting on hold for several hours. The company has now began retaliation efforts by holding my mail in payments and not applying them until after the XXXX of the month and adding a late fee. My XX/XX/XXXX payment was mailed on XX/XX/XXXX and not applied to my account until XX/XX/XXXX. All of my other mortgage payments mailed on the same day were applied to my all of my accounts within 6 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53225
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On 2018 I took out a loan which supposed to run smoothly but was nothing like that, XXXX have to paid off the loan which I couldn't use, and the amount that I paid so they stopped taking around XXXX $ monthly payments from my account was {$9600.00}, I thought at last everything is done with them, and NO, surprise when I wanted to sell the house, the house still have a mortgage on it, I have all the documentation to prove otherwise, and goin by the reviews on their sites, XXXX, XXXX, XXXX they do it frequently, scaming people and rushing them into foreclosures, I'm glad I'm not in that position but I can imagine how that can't be, in their site seems that many people lose their homes because of them. Is unlawful to take homes of people XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11368
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I have tried to pay a claim that I made with my mortgage company ; however, they refuse to disclose amounts and or invoices of said debt. instead they have advised me that I have a pre-payment penalty. I am trying to clear aid debt ; however they advise me that XXXX is responsible for the administration of the partial claim yet you can not reach nor will they reach out to you. here is my mortgage companies contact info : NMLS ID : XXXX XXXX Address : XXXX XXXX XXXX Virginia XXXX, VA XXXX Mailing Address : XXXX XXXX XXXX XXXX : Legal/Licensing XXXX XXXX, VA XXXX Phone : XXXX Toll-Free Number : XXXX Fax : XXXX Website : XXXX, XXXX Email : XXXX in short I need help closing out partial claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage serviced XXXX recently partnered with loan care. I was in the process of getting my PMI dropped off since I have met the 75 % minimum equity required and even paid for an appraisal through XXXX to have it done but since I was transferred midway through I have not been able to get a response from loan care. This is time sensitive since the appraisal is only valid for a set time period. I have submitted 2 online requests asking for a call and nothing and have called he phone system at XXXX numerous time last and can not get a person on the phone since the system just keeps putting you in a loop and wont let you speak to anyone ever I feel like they like the servicer is violating the act that allows me to drop off my PMI since I have met all criteria and have not received a timely response
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received notice in XX/XX/XXXX that my mortgage with XXXX XXXX was being transferred to LoanCare , LLC. I was provided a new account number and was informed that I would need to send my monthly mortgage payment to LoanCare ( beginning in XX/XX/XXXX ) under the new account number. I had not received any address information for making the change for direct deposit services - so I continued to send my mortgage payment to XXXX XXXX. In late XXXX I finally received a statement from XXXX XXXX " Serviced by LoanCare '' ( I had previously over the years received a coupon book for payment annually ) with the details of my last 3 payments being made on time but now there was also a new charge for {$100.00} added under " Total Fees and Charges '' with no explanation of what this new fee was for. I paid my normal mortgage amount to the new address provided in the statement with the new account number and called the LoanCare Customer Service number at XXXX. I asked about the additional fee in the statement and, after some checking, the operator came back to say it was for a late payment in XXXX and XXXX. I mentioned that I had never received any information from XXXX XXXX over the last EIGHT years that any unpaid late fee was due. The operator responded that I needed to have XXXX XXXX confirm this ( note : the operator ended the call by saying " thank you for calling XXXX XXXX. '' When I tried to contact XXXX Bank at their Customer Service XXXX the prompt to confirm my account indicated it was now being serviced by LoanCare and then hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60061
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A