Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried all day to get in touch with a voice. 1 hour I was on hold and then I had to hang up, then I call back and I'm placed on hold another 45 minutes then I hang up because I have to work. I'm furious with this company for their horrible customer service, their horrible phone system that you can't navigate through. They must do this on purpose so they don't have to deal with their customers. I know for a fact this is not the first complaint on this horrid company. My next stop is an attorney just because I can't get a voice to help me with our flood insurance and mortgage. But I will get one if I have to. The only way to get a voice is if you push 3 for a new accout. They answer that line right away and then transfer you to another line that just had music for an hour. It's terrible and if I don't get in touch with someone I promise you I will do everything in my power to make sure this company knows how horrible they are. I'm begging you to help me. I shouldn't have to beg to speak to a representative from LoanCare but if I do then so be it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77074
Submitted Via: Web
Date Sent: 2021-03-02
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: XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The company is charging me for flood insurance for a 2nd floor condo and no one else in the complex is paying floor insurance. I can not get a hold of the company to resolve. NO customer service, they don't pick up their phone. Website is a nightmare and can not log in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90230
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my mortgage XX/XX/XXXX. It's over 5 months later and the mortgage company has not released the lien yet. I started contacting them in XXXX of XXXX. I have been back and forth on the phone and through e-mail and the furthest I get is that they'll say they are putting in a request to get it done. Also their automated phone system is tricky. To get to the main menu and request talking to a representative, you must choose go to their 1098 menu after listing to 10 minutes of other information. I told a representative about the phone menu and they said they knew about it. The phone menu has not been fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have been trying to make a one time payment on my account since XXXX because last month my autopay stopped working for the first time in over a year. I assume this is due to me trying to add {$100.00} towards my principal balance every month on my autopay since that is the only change I've ever made in my account. None of my attempted payments have gone through and my bank has said twice now that they are not seeing any attempt to charge my account. Loancare keeps adding return fees and late charges to my bill and the representatives will just hang up on me instead of helping me resolve the issue. After being told multiple times by a representative over the phone and receiving email confirmation that my XXXX payment went through, it has not. I contacted Loancare via phone today to try to resolve the issue again and got the representative to double check my routing and account information. My account number was incorrect. How is this even possible when I have been on autopay over a year and not touched or changed it at all? You'd think a representative would check those things first if there were an issue but not one person I spoke with actually tried to help me out. Loancare is making it impossible to pay my monthly bill and none of their representatives actually stay on the phone to help. I've also reached out to Loancare via email and they sent " give us a call ''. The least helpful response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30117
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Multiple failed attempts at resolving the payoff of my mortgage. Customer service has been caught in multiple lies and fail to resolve issue. We purchased a home in XXXX, OK in XX/XX/XXXX and our mortgage was originally established with XXXX. My Account number is XXXX. We sold our home and closed on our mortgage on XX/XX/XXXX. The payoff was wired to Loancare and received the following week. The very same week they allegedly distributed the real estate taxes to the County. In addition the taxes were paid at closing with funds from the sale. This created a deficiency in the escrow that was not accounted for at the time of close. When Loancare received the wire they made no one aware of this and held the wire for three weeks until the title company and myself reached out to see why the loan was not considered paid in full. They said that the escrow deficiency was the reason that the wire was held because the pay off was not correct in their eyes. As I type this complaint the County has not received the tax distributions that Loancare alleges they have sent. We have asked Loancare to put a stop payment on the tax distribution and accept the wire. Instead of resolving this issue there the wire was sent back. Since then we have contacted the customer service department around 10 times to seek resolution. They still maintain that the taxes have been paid although the county has no receipt of the payment and Loancare can not produce anything indicating that the taxes have been paid. The title company is hesitant to resend the wire until the alleged escrow deficiency is resolved. The only record of payment that the county has is from the title company at the time of close from the funds of the sale. We have had the County on the lookout for Loancare 's tax payment. To date the payment has not been received by the County and Loancare will do nothing to resolve this. The title company is in the process of filing a formal complaint with the CFPB due to the trouble both of us have had getting this resolved. I am turning to the CFPB because it has been two and a half months since I have closed on my mortgage and we still have no resolution. Loancare has sent a foreclosure notice to me for a property that I no longer own. This is unacceptable to put it mild. I am at risk for having late payments posted on my credit report because of my mortgage company 's inability to get this resolved. If they had paid the taxes as they said the county would have received it by now and returned the money. They are lying to me and the title company and we will not suffer for it. In actuality if anything they owe me money from escrow after all is said and done. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I noticed that XXXX XXXX XXXX Loancare '' had debited my escrow account {$2900.00}. They claimed the amount was sent for my taxes to XXXX. The problem is that I no longer owe taxes on my home due to laws in Texas for vets, XXXX and elderly. When I called and told them that I owed no taxes and asked them for a bill, they could not provide one. They admitted that they had never been billed by my tax authority and had no idea where the amount came from. They " started '' a process to fix it. I waited two weeks. I contacted them again. They had done nothing on the account. This time the customer service rep was rude, she screamed at me. She claimed that I was at fault for them sending the amount because " you have only been with us two years and you must not know how much your taxes are and if you don't owe taxes it is up to you to stop us from sending money each year. '' When I said that was bogus, she blamed the postal service. When I wouldn't accept that, she left me on hold for an hour and hung up. I made a complaint to the XXXX They restarted the 30 day period but still did nothing. I had to call XXXX, the tax authority when they got the check from the escrow on XX/XX/XXXX. I had to ask them to refund it and resent it to the escrow. That has been done. Loancare has still not credited the account. I sent Loancare, on XX/XX/XXXX, the copy of the tax bill showing that I don't owe taxes last year and won't owe them this year. My escrow review is this month and they have had more than two months two fix this. They have done nothing. They are intentionally trying to triple my escrow payments to make money on my escrow. They have not fixed my 2021 estimated taxes. They have not fixed the issue with them sending ( with no tax bill ) all of my escrow account to an entity that did not even have money owed. They continue to make promises over many, many phone calls but do not make a single change to the account. They have far surpassed the 30 days they have by law to fix and reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare deleted the escrow account by my request on XX/XX/2021. However, LoanCare did not refund the balance of that account. Additionally, LoanCare didn't recompute the new monthly payment without the escrow contribution, so my monthly statement still shows the old payment amount. I have attempted to resolve this issue with LoanCare in writing twice by sending Error Resolution Notice under 12 C.F.R. 1024.35. LoanCare ignored both attempts by simply directing me to call them. LoanCare doesn't maintain live agents at their call centers, as I have not been able to reach one in the last three weeks. I kindly request your mediation in obtaining the refund of my escrow balance and recomputing my monthly payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our XX/XX/XXXX payment was sent electronically by our bank as always BEFORE the first of each month since XXXX when we purchased this home in Nevada. A month later It STILL AS NEVER POSTED TO OUR ACCOUNT AND we received a late notice about this payment. We had to make an additional XX/XX/XXXX payment so we wouldn't be charged a late fee and to keep this information from posting to our excellent credit rating. Our mortgage has changed hands three times starting with XXXX, LoanCare, and now with XXXX. We are so frustrated with this company and can not get anyone to credit our payment. ADDITIONALLY we want our interest adjusted accordingly since the payment was sent AND received by XXXX XX/XX/XXXX. The amount of time we have spent on fixing THEIR PROBLEM has been unbelievable waiting on hold to speak with someone ONLY TO BE TRANSFERRED to another department and put on hold a second time!! Customers should have a say who they want to take over their home loans NOT THESE SHODDY so-called mortgage companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45459
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home loan through XXXX bank. On XX/XX/2021 I was informed that XXXX will be handling the servicing of my mortgage with further details to come. On XX/XX/XXXX the loan was transferred. I was told I could go to the website and get all details about the new set up. However, I was unable to access the website and I am still unable to access the website. I was informed over the phone that the reason is that I live overseas and the website is blocked. This is more than a minor inconvenience as XXXX XXXX has designed customer interaction with their product to be through the website. Going forward I do not know how I will be able to get information about my loan and ensure payments have processed. There is a phone number that can be dialed but there are long wait times and I have to pay long distance charges. Additionally, as I live overseas the time zone differences make placing a call challenging. I was told that this is done for security reasons but I do not understand why that is because I can access all of my other financial institutions from overseas. I do not see how this is sustainable for me in the long term and as this is a mortgage I do not see where I have an alternative as it is not easy to switch this over to some other company. I feel that I am at risk of having problems with this mortgage if I can not access the website. When I initially engaged with this product I did have overseas access and I no longer have that access. I would have never selected a mortgage that did not allow me to access it from overseas.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99212
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX was taken from our escrow account to pay city taxes. This amount never made it to the city for payment. We reached out 7 times once we were notified by the city of the non-payment to find out where these funds have gone, and have still not received an answer. On XX/XX/XXXX an ADDITIONAL XXXX was taken out to pay for the XXXX XXXX payment of city taxes. This amount was received by the city and the XX/XX/XXXX check was cashed. Since XX/XX/XXXX we have reached out 13 separate times to try to get the initial XXXX back. ( Including a complaint through CFPB where LoanCare said they had already returned the XXXX, which was not true ) The initial XXXX was taken from our escrow account and was not used for taxes. The customer rep we spoke with said the initial XX/XX/XXXX check was never cashed and said they put in for a stop-pay on the check. We were told the funds would be back in our account by XX/XX/XXXX, when the funds weren't returned, we were told they would be back by XX/XX/XXXX, again no funds were returned. Now, no customer representatives will answer when we call, and we have called 13 times and filed 5 different contact forms. No one from LoanCare will answer where our money is and when we will be getting it back. Please return the initial XXXX payment that was not used for taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A