Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced this mortgage on XX/XX/2020 and paid my property taxes through my new escrow due to LoanCare having not submitting payment yet. During the final stages of funding, LoanCare paid taxes on my property after my new escrow had already paid them in full. I was then notified by my county tax assessor-collector that my property tax payment was overfunded by {$4500.00} on XX/XX/2020 due to two full payments and has credited the second payment back. I have been trying to contact LoanCare to determine how to retrieve this overpayment back, but have only received one reply after several inquiries and the reply was unrelated to this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To reduce our monthly mortgage and possibly access an equity line of credit advertised by our servicer 's lender affiliate, XXXX, I started the process of cancellation of PMI by contacting the mortgage service, LoanCare, and asking they send me instructions in XX/XX/XXXX. Having not heard anything, I called LoanCare on XX/XX/XXXX and they emailed me an electronic copy of a letter dated XX/XX/XXXX ( which I never received in the mail. ) Following the instructions in the letter on how to cancel PMI, I sent a check to LoanCare to pay for the needed appraisal of my home in the amount of {$520.00}. My bank statement shows that LoanCare cashed the check ( XXXX XXXX, Check # XXXX XXXX on XX/XX/XXXX. Having not heard from LoanCare since XXXX, I tried to get a status update earlier this month. I called multiple times, and spent several hours, calling on XX/XX/XXXX and XX/XX/XXXX, the toll-free number ( XXXX ) printed on the XXXX letter. The toll-free number continuously looped through a series of pre-recorded prompts and account information, like my last mortgage payment amount and my next payment due date, none of which had anything to do with cancellation of PMI. There was no PMI option. When I followed the prompts for options like refinancing or filing insurance claims, knowing they were not relevant but wanting to at least hear the voice of a live person on the phone who could help me, these XXXX live operators ( including XXXX in refinancing and XXXX in Claims ) " transferred '' me back to the servicer, LoanCare, or gave me other toll-free numbers for LoanCare ( including XXXX and XXXX ). The transfers and trying additional toll-free numbers sent me through the same continuous loops of pre-recorded prompts and account information with no options for PMI. After several frustrating hours, I gave up trying to get a status update on my PMI cancellation request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2021-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer pays my property taxes. My husband is a 100 % XXXX veteran who is eligible for the WI state property tax credit. Property taxes are to be paid by the end of the year and we must submit a receipt from our city treasurer when our taxes are filed showing taxes were paid by the end of the year being claimed. I called XXXX treasurer to obtain a receipt and was told the taxes had not been paid. This was the third week of XXXX XXXX have tried to contact the company several times over the past three weeks. I am put on hold for long periods, then get told they will escalate my issue, but nothing happens. City is showing our tax payment posted on XX/XX/2021. I need the mortgage servicer to contact the city treasurer to correct their error. We rely on the tax credit refund to enhance our retired income. My mortgage servicer is LoanCare. I also found out that they use a third party payer which we were unaware of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53405
Submitted Via: Web
Date Sent: 2021-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get into my account through app or browser Can not get in have reset password etc multiple times nothing works Have tried to call multiple times Can not get a human on the phone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08831
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: The original mortgage company XXXX mortgage, decided to sell our mortgage to a debt collection company LoanCare. This company decided to create an escrow account increasing our payments from XXXX to a XXXX. We can not afford to pay that much so they have accumulated few XXXX in debt over the last several months. However, we have paid our taxes and insurance on our own and on time. There is no need for an escrow account and the increase on the payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two weeks ago I received a late notice. When I immediately called, I was told that my auto-draft did not come out of our account for XXXX. There was no explanation of why this happened AT ALL. I gave full payment that same day, and I was told the issue had been escalated and someone would contact me. No one ever did. I called again last week and was told that the previous person had not correctly applied my new payment from the week before. Yesterday I then received a notice of default in the mail. I am EXTREMELY upset about this. When I view my account online it appears to be current, with nothing overdue and no late charges. I requested via phone and email on XX/XX/21 that they furnish in writing ( email or hardcopy ), confirmation that my account is current and that there is no late payment recorded. After over 30 minutes on hold I was told I would get the requested email that same day ( XX/XX/21 ) detailing that we are not and have never been late or in default. That email did not come and I received a 2nd letter of default via US Mail and notice that they had contacted RI Housing. Here 's the history of my multiple attempts to straighten this out : Called on XXXX/XXXX/21, 51 minutes. Initial person I talked to ( XXXX ) said he or his supervisor would call me when they were done investigating and they never did. He also gave me his direct line, which was just the same number that is on the letterhead. He also gave me an employee code to use to get him directly, and when I called I was told that they had no way of putting me in touch with him, that they dont have direct lines. Payment taken in full on XXXX/XXXX/21, cleared from our bank account on XXXX/XXXX/21. Default notice is dated XXXX/XXXX/21. Called on XXXX/XXXX/21, 27 minutes. Person I talked to said that XXXX had not properly applied my payment from XXXX/XXXX/21. Sent above request via online form on XXXX/XXXX/21. Received a reply saying to call the XXXX number. Called on XXXX/XXXX/21.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The company involved is XXXX on behalf of a mortgage through Agfirst the address for the company is XXXX XXXX XXXX, XXXX XXXXXXXX, VA. I had a mortgage on a home which I sold. I had requested a payoff statement that was good through XX/XX/XXXX. My attorney that closed the sale sent a check to the above address via USP overnight. The tracking number is # XXXX and it was delivered XX/XX/XXXX at XXXX by XXXX XXXX XXXX XXXX XXXX , XXXX XXXX , Va . A week after the delivery my attorney notified me that the check still had not cleared. I began making contact with XXXX and XXXX multiple times not getting anywhere. They stated they had not received the check or the package at all. I started a Complaint with them and the customer service rep said while my account was under " research '' that I would not have to make a payment or be charged any interest. My attorney and I had thought that this was resolved, until I got a notification that my credit score had dropped and was also being charged interest on my account for XXXX. When the account should have been paid off XX/XX/XXXX. I called my attorney and she said that she finally got through to someone by asking for their HR department and they finally said they had received the package but there was no check inside, which I believe is a lie. My attorney cancelled the check and agreed to wire them the money. So my account should be paid off now, however I want to get rid of the mark on my credit and I am refusing to pay that interest. I think this company is highly unprofessional and should not be handling these large sums of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16803
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in the process of refinancing my home mortgage. Currently, my mortgage is with XX/XX/XXXX Loancare and I am refinancing with XXXXXX/XX/XXXX XXXX XXXX, CT XXXX. XXXX and I have been requesting my payoff statement since XX/XX/2021, but any phone calls made to customer service would be dropped upon making the request and the dozen electronic requests have been ignored as well. Currently, this is the last step in the closing process of refinancing and I am afraid I will lose my opportunity to close at the interest rates that I locked in as a result of XX/XX/XXXX ignoring my request for the payoff statement. Thank you for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have submitted 3 online requests to XXXX for my mortgage payoff statement. I submitted requests XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX sent an email the same days confirming the requests were received. As of today XX/XX/XXXX they have not provided me with the pay off statement so I can not refinance my mortgage. Instead they have been sending me refinance emails to refinance thru them. I called their customer service 3 times today. ( XXXX ) XXXX the customer service rep transferred me to a company not associated with them. The company could not help me and said XXXX has been doing this alot. XXXX I call customer service again and was hung up on. XXXX I called again and the customer service rep. XXXX said they would email it to me today. It is now after XXXX and they have not sent the pay off letter. I am stuck because i need the letter so I can have my home refinanced thru another lender. I need your help. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53207
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX with the cares act mortgage were allowed to ask for forbearance up to 12 months. I have XXXX serviced by Loan Care. The XX/XX/XXXX payments are due by thew XXXX. This payment was made and on the XXXX I called about the forbearance program. They said I qualify and I am now told because I called on XX/XX/XXXX my 12 months of forbearance started in XXXX even though payment was already made. So loan Care is only giving me 11 months of forbearance because I called XXXX XX/XX/XXXX. I received a letter from Loan Care dated XX/XX/XXXX. It says your forbearance plan starts XX/XX/XXXX and ends on XX/XX/XXXX for a total of 330 days. After several calls and having them send this for review they said because I call in XXXX of XXXX I only get to 11 months of forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A