Date Received: 2021-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This past year with the covid problems my mortgage company offered deferment due to loss of income. This fall, approx 6 months ago, I began contacting them to try and rectify the issue and resume payments. Every time I spoke with them they would always say " everything is going to be ok '' " don't worry '' and " fill out this application for loan modification ''. I did everything they asked. I contacted them numerous times and often got no where. Eventually this week I got a letter from them saying they denied any assistance and I owe {$19000.00} that is due immediately. I called them again and got 2 new and different reasons I was denied. The first one was " you were not current when the deferment began '' which is not true and NO ONE ever told me this during this past year. The second was said after I protested the not current statement was " your debt to income ratio is way off ''. I asked numerous times what my options are and how long do I have before any foreclosure proceedings would begin. NO answer. Just repeating. I believe and probably many others have found themselves in this situation. I believe they are negligent in the way this was handled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I switched to another hazard insurance company in XX/XX/XXXX to lower my insurance premium but instead, my monthly mortgage payment went up due to incorrect escrow calculation. I repeatedly contacted my mortgage servicer, but each time they said that the escrow will be reviewed " soon '' and adjusted ( last escrow statement was XX/XX/XXXX ). I kept checking but no review was done even for the last qtr XXXX. Now it is XX/XX/XXXX and i have been paying the higher escrow amount all this time when it should have decreased. I tried calling the loan servicer again today XX/XX/XXXX but after 10 minutes waiting for my call to be picked up, I had to hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06824
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Due to covid 19 I had to put my mortgage in forbearance but I was told it would show on my credit negatively
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59714
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company needs to seriously be put out of business! They have horrendous practices and even worse customer service. 1. Over 10 years ago, I declared bankruptcy. My mortgage was not included and I have been working very hard to rebuild my credit. My mortgage with with a different servicing company at that time. 2. This company keeps me in the " bankruptcy department only '' category and it is extremely hard to get any correct information about my account. 3. This mortgage has been current for years. 4. Due to COVID, I requested a forbearance. At the end, I applied for a modification in hopes of a rate reduction to lower the payments. XXXX XXXX relies on public schools and I am fearful of income losses getting worse by the end of this school year. They forecibly kept trying to get me to continue the forebearance like I would have so much money at the end to just pay them then. I sent in my paperwork for the application for modification I called for the status atleast weekly. At one point was told it was in underwriting. I never rec 'd anything. I then suddenly got a letter that the derferal was approved. I called because I discussed this many times with loss mit. 5. I just wanted to move on and hoped I would not have to worry too much about this. I began making payments right away at the amount I had been paying prior to covid. In XXXX. I rec 'd a letter that my account was 3 months behind. I verified the payments had been made with my bank first, then went to check my loan care account online. I was locked out. I called and was told that my payments were there but " in a suspense account and it will all catch up once they are done updating deferral details. its in good standing though. There will be an escrow shortage and a statement will generate once everything is caught up for the difference. " I continued to make the monthly payments. 6. XXXX. I rec 'd a statment for approximately {$63.00} and paid it believing this must be the escrow shortage that they told me to expect. 7. 2nd week of XXXX. I rec 'd a statement showing that I am now suddenly 1 month behind, with 1 month due a week and a half ago. Plus late fees. I called in immediately. Calling is near impossible with this company. I urge you to try to get through. I was told again that the system was finally catching up and that I do owe the two payments, but the late fee was waived because it caught up AFTER the last statement went out. I asked if once I pay the 2 payments, my account would be fully caught up. I was assured it was fine and that this was the last time it would happen. 8. I got a notification from my credit reporting app stating my credit score went down last night. I looked to see it shows that Loan Care is reporting me as 30-60 days past due but does not show when. I called in again and was told that the service agent agrees it it not my fault. She will put in a " ticket to see IF they will review it. '' I had asked why I can not get into the online account. She told me that it was because the system thought I was in poor standing. She put me on hold and said that she talked to the IT team and they are going to help me get back into my account. I got on with them and was belittled and talked to like I am some kind of low life. The exact words were, " MAAM! DID YOU REALLY THINK THAT YOUR PAYMENT WAS GOING TO BE {$64.00} FOR THE ENTIRE MONTH OF XXXX? FOR A MORTGAGE? AGAIN MAAM, FOR YOUR MORTGAGE? COME ON NOW.. '' I was now furious and asked to be put back in touch with the person I just spoke to. No. I asked her to look up the statment from XXXX She refused, but did mention that the {$64.00} payment was ... .YET AGAIN IN A SUSPENSE ACCOUNT. Something very wrong is going on here and it needs to be investigated. They are getting complaints all over the place. I have never seen so many for one single company and it is high time they need their accounting practices investigated!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08755
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home on XX/XX/2020 through XXXX XXXX XXXX. A couple weeks later I received a welcome letter from Loancare/XXXX XXXX XXXX stating my loan was transferring to Loancare. I subsequently received a statement from Loancare for a XXXX payment ; attached. On XX/XX/2020 I paid Loancare {$2100.00} through XXXX XXXX bill pay. I later received a statement from XXXX XXXX XXXX for XXXX and XXXX ; after making some calls to Loancare and XXXX XXXX XXXX I learned that XXXX XXXX XXXX never transferred my loan to Loancare. I contacted Loancare several times and no one was able to find any record of me, my account or payment even though I had received a statement from them. I was able to get an email where I could send my inquiry. I then emailed Loancare and provided the welcome letter, XXXX statement, bank statement and ACH trace #. Loancare responded that I needed to provide my full bank statement and a proof of payment confirmation letter, which according to XXXX XXXX is not something that actually exists.They also immediately closed my ticket without waiting to get any kind of resolution to the issue. I called XXXX XXXX and they were able to email some proof of payment to Loancare with a reference to my ticket number but wouldn't send it to me. I sent a separate email to Loancare to confirm they received the email from my bank and they responded that they couldn't find me in their system and closed my ticket again without waiting to actually get a resolution. I don't know how they were able to issue a statement and now cant find any record of me and are unwilling to assist in returning this money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I WAS LATE ON MY MORTGAGE PAYMENT BECUASE IBECOME UNEMPLOYED THAT WAS XX/XX/2019 I WAS STRUGING WITH XXXX KIDS THAN PANDAMIC HAPPEN I DID CALL THE MORTGAGE COMPNY AND TOLD THEM I AM UNEMPLOYED i can not make payment they told me i could go on forbearance plan for 6 months i agreed so i check my credit report i saw negative info from my mortgage company i called them and they told me that i should be told by the person that called me the first time to put me on forbearance plan that it will show negative info on my credit report but she did not tell me that AT THE BEGAING THEY TOLD ME to bring the payments current than it will report to credit bureau i am not late i told them it is too late now please fix my credit so i sold my car to pay the payments and to bring the account to current i di pay and nothing happen i check the bureau again more negative info i called again they to me because it took me to pay around 1 month i have to catch up again i have no more money no income if i had the money i would not be on FORBEARNCE PLAN FOR XXXX SAKE they to me to write a letter to them i did NO RESULT PLEASE HELP ME IF I COULD FIX MY CREDIT I COLD REFINANCE THE HOUSE THE THE MORTGAGE PAYMENTS WOULD LESS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with XXXX XXXX XXXX XXXX back in XXXX. The servicer of my loan is LoanCare. I just received a letter from the property assessor that LoanCare has not used my escrow money to pay my property tax, and the property tax is delinquent. I have tried for over 4 hours today to reach someone on the phone from LoanCare and all I get is the automated run around with no option for human contact. I'm now forced to simply pay the property assessor myself as LoanCare has completely failed to do so. Judging by LoanCare 's reputation online this is an unfortunately common occurrence. This seems to be their practice to hoard escrow payments, and then refuse to answer any messages. LoanCare through the myriad complaints I've read is a borderline scam, and potentially just horribly mismanaged. I don't know why the CFPB hasn't shut them down yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77382
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: The companies involved are : XXXX XXXX XXXX XXXX and its servicing company Loan Care ( LC ) In the spring of 2019, there was a change in servicing companies from XXXX XXXX to LC. The transition of business between the two service companies obviously did not go very smoothly regarding customer 's account information & payments. Soon after the transition we were notified that we were in default of one month 's payment in the amount of {$840.00} We were never found to be in default of any payments. During the recent closing of the sale of the property, LC sent a payoff statement to the title co. which, had this disputed payment hidden in the 'principal balance ' as a lump sum ( see attached ) that was not broken down and not transparent. It was later learned that this mortgage payment and another bogus expense ( a {$4000.00} fake home insurance ) was also bundled in their payoff statement. This was obviously done intentionally to take advantage of the fast timelines and pressures of a closing. When this was discovered post closing, we submitted a complaint for both bogus expenses of which only the fake home insurance was refunded. We were assured the disputed mortgage amount would be refunded if we obtained a specific verification document called a ' transmittal ' statement ( see attached ) from XXXX XXXX validating the payment. When this was submitted to LC, they quickly changed the rules and did not accept this and, added that now it's our responsibility to do the leg work to discover what XXXX XXXX did with the money?? ( see attached response from LC ) It is not our responsibility to be LC 's detective & collection service and, is absolutely ludicrous. This level of flagrant behavior validates they feel accountable to NO one! At this point, no one is disputing that we had made the disputed payment in 2019. Now that they have stolen our money and have it in their possession, the case was closed ( without notifying us or providing a written final decision ) and, they refuse to discuss this matter any further. The impropriety of their handling this whole issue is unconscionable. This is consistent with their ignoring a previous CFPB complaint ( ID XXXX dated XXXX ) on this same payment issue. They have proven total disregard for any authority.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with XXXX services by Loancare. I had never missed any payments in all the previous mortgage history. However, last fall, I was having financial difficulties due to COVID issues. I applied for a forbearance and was granted one. At the time, the woman I spoke with stated that the forbearance would add a couple of months to the length of the loan and would result in a little extra interest, which was expected. She said there would be no late fees or application costs or anything else to apply for or receive the forbearance. I did not make my XXXX or XXXX payments in 2020. I was able to resume payments for XXXX and am still current as of now. In looking to refinance with the low rates, I pulled a Payoff statement which was {$320000.00}. I checked the Loancare site and my Principle balance is sitting at {$320000.00}. Looking at payment history without the unexplained additions, that should be correct. I called today to ask why there was an almost 6k difference and she pointed my to my payment history. On or about XXXX, there were charges added to my loan balance of XXXX and XXXX. She stated that that would represent the 2 missed payments. These two increases to my account increased my total loan amount. I asked why the loan amount increased and she stated that that was because those missed payments had been added to the loan. I do not believe that the 2 payments should be added as an amount. They should more properly as explained to me have not been deducted and my principle balance simply left alone to accrue interest during that time. I feel that this is double dipping and is wrong, but especially egregious considering the circumstances. The length of the loan increased to account for those, but the addition and increase of the loan amount itself is a concern and remains unexplained after a 45 minute phone call. She then said that it does not show up on the principle balance as it had been added as a secondary loan amount. I did not agree to this and feel that there is a fraud committed. Also, the 2 amounts added to my loan ( XXXX and XXXX ) total XXXX. My monthly payment is XXXX. The 2 missed payments totaled XXXX. So, even if they added the total amount of the 2 payments, then it is still still an additional XXXX that was charged that was not explained. I attempted to get an explanation and did not receive one, so i am reaching out to see if i can get some help explaining this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80524
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently unable to make contact with my mortgage company in any way over the phone or online. I am currently behind on my mortgage and I have a plan to get current by XX/XX/XXXX, however I do not have the ability to tell my mortgage company this to stop the automated collection calls. When I answer a collections call, I am given an automated message to call their customer service number. When I call this number, the automated telephone system starts playing a message in XXXX that lasts several minutes, and I am unable to opt out to speak to a representative in any way. At the end of this message a customer service agent picked up the phone and immediately hung up the line during an opening statement. It takes me over 7 minutes just to get to that point due to the automated XXXX messaging I had to listen to. There is no option for me to make a payment in the automated system. Additionally, my online account became locked out and when I go through the password reset process, the site times out before the point which you reset the password. I tried this on multiple devices using the recommended browsers according to the website. So I can not access my account online or speak to anyone on the phone for an account that would normally be in foreclosure risk if not for moratorium protections right now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 423XX
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A