Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've had to register accounts at least 2 times, I can't reset my password. I'm getting reset passwords but Loan Cares website isn't recognizing credentials. I've talked to a rep a few weeks ago and still can't log in to make my payment. If you call XXXX You are also getting messages about payments being delayed through mail creating late payments. This company should be investigated. I'm a loan officer myself who refinances loans and have received several calls from borrowers in this company in particular, not paying taxes and insurance escrow on time putting borrower in bad positions with their payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare advised me in XX/XX/XXXXI had a shortage of {$580.00} and started an analysis was completed in XX/XX/2020 taking my payment from {$1400.00} to {$1400.00} in XXXX and XXXX and now in XXXX another inceased to {$1500.00} without notification and when I called in over 4 x 's to get help the representative could not advised what my P & I and T & I was to give me the total. I asked not to be transferred in order to make a paymetn instead while i was talking the rep put me on hold as she spoke over me that she will transfer me anyway. why would my paym change twice within 90 days. Customer sercvice at this place is unbelievale rude and I do not understand why a phone rep looking at my account is not trained to give me my P & I payment and what is my escrow T & I and why an analysis would be completed twice and why would the escrow not be completed correct the first time. this is concerning and alarming and quite distrubing the rep is not able to give my PITI just rude and working from home without any accountability or supervision. I want this call pulled provided to CFPB and a call made to me by someone in leadership at XXXX, will also be reaching out to HUD this is not how you service a loan and treat a consumer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear person in charge This is a second attempt to ask for your help to resolve our case with Loancare ( COMPLAINT ID XXXX ). They said that they would mail us the loan modification document within 45 days, but never did. We have been waiting for two and half years for our promised loan modification. We call every month and are told soon it will come. We have been paying the trial amount of {$620.00} or more every month at the interest rate of 4.375 % since XX/XX/XXXX. ScienceHurricane Maria of XX/XX/XXXX, we have been offered an abatement without penaltyor being reported as delinquent. Yet Loancare / XXXX XXXX / XXXX continued to charge the full interest rate of 6.875 % till XX/XX/XXXX and they reported us as delinquent destroying our credit rating. Constantly promising that we would be sent a loan modification mortgage. We have still not received it. We sent our information to the XXXX XXXX XXXX on XX/XX/XXXX. We were told by Loancare we would have a written response to our complaints on XX/XX/XXXX within 30 days. Nothing was ever sent by Loancare. Our payoff amount does not reflect all our ( 23 trial ) payments or the new reduced interest rate. We are about to sell our house and need an accurate payout statement immediately. I feel Loancare has deliberately charged me many thousands of dollars through their lies and stalling tactics. Now in the payout statement, it is still not adjusted to the new interest rate or even giving me credit for all my " trial '' payments since last XX/XX/XXXX. Our conversation with a worker in the lost mitigation department, XXXX, XX/XX/XXXX, confirmed that our interest rate has been 4.375 % and all our trial payments have not been deducted from the payout document. Best regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As my mortgage is more than 90 % paid off and my taxes and insurance have already been paid for the year. I have requested from LoanCare on two separate occasions in writing to stop collecting escrow on my account and return the overage to me in the form of a check. This is in addition to the two phone calls that I have made spending a total of 90 minutes on the phone requesting the same exact thing. The current amount of the the overage is {$380.00}. Dealing with Loancare has been a nightmare from the very beginning. The main reason why I have advanced my mortgage is to make sure that I will not have to deal with them any longer. Judging by the horror stories on the internet regarding Loancare and their feeble attempts to service mortgages, this is a widespread problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare failed to pay my Oregon property tax in XXXX of XXXX. I contacted them regarding this issue as my Escrow account had a surplus of over {$2000.00}. They were unable to tell me why my taxes were not paid. In addition, they did not correct this timely therefor I am being penalized on my 2020 income taxes as I can not claim any amount paid for property taxes. I was never notified by my mortgage company that my escrow payment did not go out. I was only notified after getting a past due statement from Lane county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97401
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: To whom it may concern, Delinquent account underwent three transfers over a 7 year period : from XXXX XXXX to XXXX XXXX/LOANCARE to LOANCARE. Each time the account was transferred it received a new account number. As a result, the delinquency is reflected on my credit report beyond the 7 year time limit because the account last received a new account number in XX/XX/XXXX, making it look like it was a newly reported delinquent account at that time. Date of first delinquency is XX/XX/XXXX, and this account should be removed from my credit reports as directed by the Fair Credit Reporting Act. Thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to bring loan current and XXXX will not accept payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have always paid my bills timely and had a great credit score. My loan company has lost the last two payments I have mailed them. I mailed my XX/XX/XXXX payment on XX/XX/XXXX. I received notice in XXXX it was not received. Then I started getting phone calls from a computer that said it was my loan company, but you could not talk to any one. I tried calling the phone number back and could not speak to anyone. I got concerned that these were scan calls, so I placed a stop payment on that check XX/XX/XXXX. I mailed another check on XX/XX/XXXX for both XXXX and XXXX payment. During this time I tried getting through to all departments at my load company and could not speak to a real person, all computerized. I even took 4 hours of vacation from my job on XX/XX/XXXX to tried to get through to someone and no success. Received a call from collections XX/XX/XXXX, finally a live person. Explained the whole situation, and advised that I had put a stop payment on the original check and mailed another one. Now I have stop check fees and late fees that I should not have accrued. Today is XX/XX/XXXX and they still have not received the check mailed XX/XX/XXXX. Another late fee, and now they received the original check mailed XX/XX/XXXX and tried to cash it, even after I informed them a stop payment had been issued. Now I have a returned check fee that I should not be responsible for. This is absolutely the worst service I have ever had from a mortgage company. And the fact that you can not speak to anyone when you call customer service is outrageous. I have always paid my bills on time and in full and now my credit is destroyed because this company can not operate properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my third complaint from the same issue. Previous complaints numbers : XXXX. Submitted on XX/XX/2020 XXXX. Submitted on XX/XX/2020 This mortgage company at first tried to charge me {$3000.00} for a flood insurance when I already had mine and most recently they are saying that my flood insurance is not sufficient without telling me how much is the " insufficient '' coverage and trying to force me again to purchase their ridiculously expensive policy for {$3000.00}. This is an abusive practice that I am sure they are doing to a lot of mortgage owners and my hope is that with the New administration you guys INVESTIGATE and PENILIZE this company. They are ABUSING consumer 's trust and trying to charge for insurance policies when owners like me HAVE PLENTY of coverage already. PLEASE INVESTIGATE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear ...., Im writing to you to express my frustration dealing with with LoanCare about my mortgage forbearance. I contacted them before XX/XX/XXXX. At first they asked me to send my SSN, 1040, W2, and 4 pay stubs. I sent everything to them by mail. From this point, I was calling them at least once a week and got the same answer you have to wait and call back. On XX/XX/XXXX they said that they received my mail with the paperwork, they are reviewing it and I have to wait and call back. Thats what Ive been doing. Ive been calling back again and again and I always get the same answer wait and call back. On XX/XX/XXXX they surprised me by saying that my 1040 tax is not signed. I told them that I sent them whatever IRS sent me. I signed it and sent it back to them. I called and then they told me your pay stubs expired. So, I sent new paystubs. I was asking them if they can move the 90 days from the forbearance to the end of the mortgage term. This went on for three months. They did not give me any answer and when I wanted to start paying my mortgage again they said my case is still being processed. They said that I have the right for 6 months. I called again and again to check whats going on. On XX/XX/XXXX, I told them again that I want to start paying my monthly payments. They said to wait for development in my case. On XXXX XXXX they told me that my case was denied because I have good income and I can pay all months and I do not need forbearance. They had blocked my account for submitting payments. On XX/XX/XXXX XXXX I asked when they will unblock my account so I can resume paying. They told me your case was denied because of your low income and you will not be able to pay in the future. The house will be set as pre-foreclosure. I said that I can pay just open the access and they said to call back so I can be redirected to a different department. Now Im getting a lot of mail from them for the preforeclosure. I called back and each time I get a different excuse. I dont understand whats going on. Im the only provider for my family. Because of the pandemic schools were closed so my wife cant go to work. She stays home to take care of my XXXX years old daughter. I contracted XXXX and missed time from work. Eventually my wife and my daughter got infected as well. This has been such a stressful experience. I was asking for the original 90 days of forbearance offered. Because of the epidemic everything was so backed up so they pushed it to more than 6 months. I asked to pay. They refused to give me access to my account and each time I called them they gave me a different excuse. I feel like they are postponing everything for a reason. I speak with an accent but Im an XXXX citizen. Many citizens are struggling with their finances because of this pandemic. Im not the only one. The government created the Cares Act for a reason but it appears that this company doesnt want to follow it. My account is blocked and I have to start to paying my mortgage. I hope you can help me with this situation. Sincerely, I called him today 3 times each call I have deferent information they close my account
Company Response:
State: NY
Zip: 11420
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A