Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX( Loancare ) is mortgage company, loan # XXXX, under name of XXXX XXXX XXXX XXXX. the problem is can not communicate with them, no one to talk to, are asking for late charges when payments are made 3 to 4 weeks in advance of payment date. Their statements to us are received after due date, we are using old statements & correcting the date. Just received statement today indicating we owe for two months, which we don't, but can't talk to anyone, only computer prompts. # 's to contact us at XXXX, XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 497XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We paid our mortgage in full as of XX/XX/20 We still have not received any paperwork of the lein release or deed etc.. Loancare XX/XX/XXXX sent payoff statement as of XX/XX/20 showing {$0.00} balance Here 's the issue. 1. Their only phone number listed XXXX only gives you balances and NO option to speak with a person. 2. Their websites contact us does not allow you to contact them, no e-mail no nothing! The only thing I was able to find is this sites info ( I'm on now ) ( probably because it's a law ) I we can not contact them how do we find out where our documents are????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX My loan was sold to LoanCare Mortgage as it has been sold multiple times since I purchased the property in XX/XX/XXXX with 20 % down under a conventional loan. The property was purchased for {$200000.00} and now has a balance of {$120000.00} with Loan Care. I have not had PMI since the property value is {$340000.00} and the loan to value is under percentage of 20 %. Loancare immediately started to charge and has continually charged me a Private Mortgage Insurance even though I have written 4 letters and 4 phone calls advising them to refund and stop charging Private Loan Mortgage. In XXXX I created a message within the portal to advise them to stop the PMI and either credit my mortgage or refund me the difference. Today I received a letter from that inquiry stating that they will continue to charge private mortgage insurance because I did not make a request, I have missed a 30 day payment and a 60 day payment in the last 12 months. I have included my payment history on the property for the last 24 months with no missed payments and also included the last 6 years even though it was through other loan providers. The last 2 times I called loan care I was hung up on and transferred back into the auto que without notification. Loancare has consistently violated the Frank DDod act by illegally charging XXXX XXXX XXXX and making a false statement. Please investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare has failed to promptly post my monthly Mortgage payments beginning with theXX/XX/2020 payment of {$2300.00}. I have made no fewer than 10 attempts to get this resolved, between XX/XX/XXXX and today, XX/XX/XXXX. I have secured evidence from my credit union ( XXXX XXXX XXXX XXXX ) that they ( the credit union ) processed all of my ACH mortgage payments to Loan Care via their bill pay service. In addition to an exceptionally frustrating customer service experience of trying to reach someone at Loan Care by phone ( getting to a human via phone requires nearly 10 minutes to navigate their XXXX just to get to the final prompt ), their company continues to place automated calls to my mobile asking that I contact them. Loancare is unable to connect the dots to resolve simple issues. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23116
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowners insurance was not paid by my escrow reserve account which is owned and administered by LOANCARE/XXXX. In conversations with LOANCARE/XXXX employees over the past couple of days. I learned that these companies did not do due diligence in paying my homeowners insurance for the mortgage of my family 's home despite having agreed to do so since agreeing to manage my mortgage and escrow account. The actions or inactions of either LOANCARE/XXXX has resulted in the cancelation of my homeowners Insurance policy by XXXX XXXX. The truth of this situation was discovered by sheer accident not by the company but rather due to mortgage refinance that I initiated. In talking to employees at both LOANCARE/XXXX and XXXX I have been given contradictory information why and how this error occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a 26 year XXXX XXXX XXXX and XXXX, Texas resident. I purchased our home {$370000.00} ( Single family two story home ) on XXXX XX/XX/XXXX and was originally under XXXX XXXX XXXX until the bank sold our Mortgage to Loancare , LLC based out of XXXX XXXX, Va. beyond our say so. I have had nothing but headaches since we began dealing with this miserable company. They are the worst mortgage lenders in the industry and I wish they could be shut down for banking violations. We first started having problems with this corporation when I became sick in mid XX/XX/XXXX which caused me to fall behind on our mortgage payment which I did a loss-mitigation packet which was granted but after finding out we were being charged over the amount for our mortgage because I am a XXXX XXXX veteran and shouldn't have been paying for property taxes with our mortgage being {$3200.00} since XX/XX/XXXX. On XXXX XX/XX/XXXX after talking with the XXXX XXXX Tax office and notifying Loancare 's agent about the mortgage overpayment my mortgage was lowered to {$2300.00}. I became ill again in XXXX XX/XX/XXXX while working on a contracting job in XXXX, XXXX. I was medically evacuated when it was discovered that I had a XXXX and was at risk for XXXX XXXX because of my XXXX not emptying properly. It was decided in XXXX that I needed to seek medical at home in Texas so I was sent home. when I went to the Veteran 's Administration in Texas it was discovered after testing that I had a small percentage of XXXX XXXX which was detected early. I had XXXX XXXX on XXXX XX/XX/XXXX and spent most of the year recovering. I tried to make payments the best that I could but began falling behind on all my household payments. I offered to make partial payments but they wouldn't accept anything but to catch up on all the payments. I corresponded with them frequently explaining my situation while getting calls practically being harassed about payments while I explained my situation to them. I finally decided to move with my wife to the XXXX because we got sick of the harassment. When the Covid Pandemic hit the government passed legislature to protect homeowners so we decided instead of a Deed In Lieu to keep our home and began another Loss-Mitigation to try and save our home. Loancare , LLC has not made this an easy process with having being told every other day that your packet is good to only turn around and call two days later saying you need to send us more documents which had been sent the day prior. I have been sending multiple documents every time I send what they ask of me so that they can't say I didn't receive the email. I have been forwarding them documents since XX/XX/XXXX and we are now about to enter XXXX next week. Someone from your agency should be sent down to investigate what is going on with Loancare , LLC raising mortgage payments without even notifying customers where I went from {$2300.00} to {$2300.00} which is what is says now on the mortgage and a {$400000.00} payment. I would advise any other VA Home purchasers to not use Loancare , LLC as a Mortgage Lender. I also asked for documents to be emailed to me and not receiving what was requested at least twice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare was servicing the loan for my property. I refinanced the home back on XX/XX/XXXX of 2020. Loancare was required to refund my escrowed funds of {$960.00} within 30 days. It has now been 3 months since my loan with Loancare was paid off and I still have not received the refund. I have sent a request/complaint through my online Loancare account message system on 5 occasions starting back in XXXX. I have attempted to call them on at least 5 different occasions as well, however, their phone system requires you to enter an account number. When I enter the account number I am not presented with any options that allow you to speak with a representative. I am unable to get them to respond via their message system or phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had an insurance claim and I was not able to use those funds to pay off my loan I had my home in escrow and I was dragged on for weeks and months not knowing what the outcome was for me to come up with XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90631
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare or XXXX XXXX is messing with the servicing of my mortgage. I have been sending my payments in like clockwork to XXXX XXXX for years now. Then I get a notice that LoanCare will now be servicing my loan at the end of 2020. I received no instruction on how to make future payments. I only got a welcome letter telling me to sign up for a new account at XXXX It's been months and I still am unable to get their new account procedures online to work. I have called their number, ( XXXX endured hours of a phone menu from XXXX and have gotten nowhere. I have been told they don't have all my information yet, the website is down and I am doing it wrong. That is a bunch of bologna! The latest is I am told my escrow went up {$130.00} a month. That is a 31 % increase!!! Michigan homestead is limited to a 3 % increase in taxes a year. There is something seriously fishy ... new loan servier but still have XXXX in the title?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48348
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY MORTGAGE COMPANY LOANCARE IS CONTINUING TO TAKE MONIES FROM ME I DO NOT OWE. IN XX/XX/XXXX MY HOMEOWNERS INSURANCE WAS DUE. MY INSURANCE COMPANY PEOPLES TRUST WAS PROPOSING TO CHARGE ME {$2800.00} FOR INSURANCE. I MADE ARRANGEMENTS WITH MY MORTGAGE COMPANY TO LET ME PAY A MONTHLY AMOUNT UNTIL THE INSURANCE INCREASE AMOUNT WAS PAID. THE AMOUNT WOULD BE {$20.00} MONTHLY. AFTER I CONTACTED MY INSURANCE AND AFTER MY HOME WAS INSPECTED THE INCREASE DID NOT TAKE PLACE. MY INSURANCE DECREASED TO {$2100.00} FOR THE YEAR. MY MORTGAGE COMPANY CONTINUES BILLING ME FOR THE {$20.00} UP TO KNOW. I HAVE CALLED SEVERAL TIMES. I FILED A XXXX COMPLAINT ON XX/XX/XXXX .I WAS CALLED ONCE SINCE THEN I WAS TOLD MY ACCOUNT WAS BEING LOOKED INTO. I KEEP CALLING LOANCARE .NO ANSWER THE MESSAGE IS LONG WAIT TIMES TO GO TO THE WEBSITE. I HAVE NOT BEEN ABLE TO GET INTO THE ONLINE ACCOUNT SINCE XX/XX/XXXX WHEN THEY BECAME MY MORTGAGE COMPANY. I CANT SEE WHAT I OWE ON THE HOUSE .I CANT SEE MY PAYMENTS TO MATCH WITH MY BANK STATEMENTS. I WANT MY ACCOUNT UPDATED .I WANT TO BE ALE TO GET INTO THE ONLINE SERVICES. I WANT MY MORTGAGE AMOUNT CORRECTED. PLEASE ANY HELP YOU CAN PROVIDE WILL BE GREATLY APPRECIATED. THANK YOU
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A