Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare took over my loan in the middle of forbearance and I can not get in touch with them through phone or internet. They charged a late fee and I need to make sure I'm out of forbearance and I there is no phone or internet option that gets through. The phone has had me on hold for 30 minutes a couple times and hung up. The internet asks for my information and will not move forward saying that my social security # is incorrect. There is no contact option other than mail. There should be phone, internet chat and internet options to communicate and there are none. I'm trying to refinance my home and can not because LoanCare will not communicate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02048
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We were in Forbearance due to Hurricane Laura destroying our home. The insurance company paid off the mortgage. We were preapproved for a new mortgage in XXXX with our credit scores a little over 700. We found a house and mortgage company ran our credit again. Loancare reported us as 90 days past due. We have tried numerous times to get this corrected following loancares procedures. Unfortunately we get the same response every time and nothing happens. We are set to close on our new house XXXX and after 1 hour and 53 minutes on the phone again today I was told our request was escalated and we would have an answer by Friday. I cant even count the number of times we have been told that and nothing has been done. Please help. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77657
Submitted Via: Web
Date Sent: 2021-03-01
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: My mortgage was purchased by a lender ( XXXX XXXX ) other than who I orginally used for financing. That lender then contracted Loan Care to sub-service the loan. That was approximatley a month and a half ago. I have yet to recieve a welcome packet or any statements. After 4 hours of my life wasted, I was finally able to get something with a pulse on the phone. That person provided me with my account number and adivsed she would be mailing and Emailing a statement. I have yet to recieve either. I was able to set up and account online. Today, I attempt to make a payment and the login credentials that I set up are not being recognized by the site, nor are the temporary passwords they provided. I have been on hold for over an hour waiting for someone to pick up the line. I just want to make a payment .... UPDATE : I reached someoen who prompted me to do set up a new account. That did not work either. He then tole me he had never ran into this before and to call back after 5?? Maybe the intelligent folks work the late shift? My payment is due today. Ive yet to recieve anything from the company and have no way of making the payment despite every attempt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29710
Submitted Via: Web
Date Sent: 2021-03-01
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: Im being charged private mortgage insurance even though I have long since brought my loan to value under 80 %. Im being charge {$75.00} a month Ive contacted the company twice about stopping this charge and they have refused. At this point I have over paid {$1500.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2021-03-01
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: Basically, Im dealing with a loan service company named Loancare on my current mortgage and they lack any type of support. I can not seem to login to or view my account, which I need to do because I believe they double billed me after sending a paper statement past the due date. That leads me to question their processes as I dont want it to affect my perfect credit score if they show I was late on a payment because of their internal issues. There is absolutely no phone support or email support either. Ive tried to get ahold of them many times to no avail. I believe its illegal not to provide my loan details to me easily and accurately and they seem to not been able to provide me basic banking information. There are many, many complaints about this very same thing online about them as well. I dont even know if they show me current or when my next payment is due at this point. Its not right and I feel they should be dealt with. I dont know what further steps I can take. Please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85737
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX was our mortgage servicer, at the one year mark, they sent a notice that our payment was to be moved to LoanCare, with a new LoanCare. During that time, we also received an annual escrow statement that our loan would be going from a payment of XXXX per month to XXXX. In the statement, it said we would have a shortage of {$290.00} annually that was the reason for the raise of {$880.00} per month. When we further examined the document, they had taken the entire amount we pay in taxes and doubled it, they had forecasted they would be paying XXXX in both XXXX and XXXX. We are now expected to pay {$880.00} more per month, none of it going to principal. They have also raised our projected Property insurance to XXXX from XXXX. My husband has called LoanCare XXXX multiple times and asked them to correct it, particularly the tax doubling, however, they always say they are aware and working on it but I must pay the full amount of XXXX tomorrow, which we will do. Can you help us get this resolved?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Ths Complaint is about Missing MERS / Mortgage Assignment Documentation. I have two mortgages with LoanCare ( XXXX ) since XXXX, both of which are current and never late with a payment. In XX/XX/XXXX I obtained written approval from another bank XXXX XXXX XXXX XXXX to refinance one of these mortgages ( LoanCare # XXXX XXXX at a significantly lower interest rate. On XX/XX/XXXX LoanCare was formally requested to provide the new banks attorneys with the customary MERS resolution and assignment documents for Consolidation Extension and Modification Agreement ( " CEMA '' XXXX to close. For over 4 months ( XX/XX/XXXX - XX/XX/XXXX ), despite numerous documented online submissions, emails and phone calls, LoanCare has still not provided the required MERS / CEMA documentation. We have requested three extension from the new bank and the final extension is expiring XX/XX/XXXX. If LoanCare does not provide their attorneys with this conventional documentation, we will not only lose our processing/application fees but be forced to keep our higher interest rate mortgage with LoanCare. We have been exceedingly patient and exhausted all reasonable attempts to resolve this. We implore your assistance to expeditiously correct this before the expiration of our final XX/XX/XXXX extension. I urge you inform the appropriate LoanCare personnel to resolve this or advise of alternative courses of actions. Please contact me at your earliest convenience to discuss how we should proceed. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In early 2020 me and my family were the very first American families impacted by the COVID 19 Pandemic. Of course, since we were sick and with an uncertain future in the early 2020, we miss some payment on my mortgage, auto loan and credit card. I contacted my creditors and since congress passed CARES Act. Most of my creditors agreed to relief me with my payments and to do not report any late payment on my credit report. The only company that refuses to relief with the late payments on my credit report is my mortgage company Loancare LLC. I contacted them and I was enrolled on a forbearance until XX/XX/XXXX. when I first contacted this company, I was past due in my payments because as I said I was once of the first American families hinted financially by Covid 19. Now I am current on my payments, but this forbearance destroyed my credit score, this company is reporting late payments on XXXX, XXXX, XXXX, and XXXX of the 2020. I contacted them one more time and they said they are reporting late since when I enrolled on the forbearance, I was past due, and they continued reporting the late payments on the missed payments before I enrolled on the forbearance. This just do not make sense because for obvious reasons I got into the forbearance because I was struggling making payments due to the coronavirus pandemic. I have the impression this mortgage company is misinterpreting the guidelines n the CARES Act. I am not a lawyer but its for common sense the CARES Act gave relief to borrowers struggling making payments, I think the representatives I spoke unknow a protocol for my situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage online through my bank with an automatic payment set up. Ive had the same set up since the loan inception I believe it was in XXXX. It gets sent out the same time of the month every month and theres never been an issue. I checked with my bank and all checks have been cashed that were sent to the mortgage company. My mortgage company states they did not receive XXXX XXXX mortgage payment. I also looked and saw one that several of my payments have been marked as late in XXXX which I know that is not true. The bank has a local branch here in XXXX XXXX so I want to try and fix it at the branch. When I got there I was met at the door by a gentleman that said that they are closed to customers because of Covid everyone has been working at home. The gentleman then proceeded to tell me that dozens of people come by there every day with the same complaint they say they have paid their mortgage as they always have and theyre not being credited or marked as delinquent. The gentleman states that because everyone is working at home things arent being properly credited and theyre not being credited on time. I have since gone to the mortgage website directly and an automatic payments through the mortgage paint company that way they cant say that Im not paying on time. I have lost 100 points on my credit score because they falsely reported that I did not pay my loan. I have since gone onto their website and paid everything that they said I owed in one lump sum and actually paid ahead so that they cant pull this with me anymore. The fact still remains that they cash the check of mine and did not give me credit for it. The other thing I want to clear up is how they ruined my credit by falsely reporting that I did not make my payments either at all or on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today XX/XX/2021, I called the service provider for my loan as I have for the past few months to inquiry why my payment was not taken out as scheduled with my auto payment plan. I have a bi-weekly payment plan. My loan was initially with XXXX and later transferred to XXXX XXXX, serviced by Loan Care. My payments went like clockwork for quite some time until the last few months when my payments were taken out 1 to 2 weeks after the scheduled date. In one instance I was notified my payment was late! I have spent many hours with Loan Care on the phone to ensure my payment is processed and more recently to urge them to correct the issue. What I learned today after three hours on the phone with multiple people, is that loan cares computer system does not support the bi-weekly payment plan I have which was grandfathered due to the loan transfer. They have to initiate a service request each time. Of course, it was working correctly for quite some time, so I am not sure this is accurate. I asked to be put in contact with XXXX XXXX to discuss a new service provider who can meet my needs but was hung up on upon being transferred. It seems loan care can not or will not fix this issue. I am at a loss about what to do here other than refinance. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A