Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX ( XXXX ) owns my loan and until XXXX was also the servicer. On XXXX XXXX transferred servicing to Loan Care. In XX/XX/XXXX, I started a refinance with XXXX. XXXX requested a payoff amount from XXXX. XXXX made a timely payoff to XXXX. XXXX nor LoanCare timely credited the payoff. In fact, I couldn't even access my account information with LoanCare until XX/XX/XXXX. On XX/XX/XXXX LoanCare took a XXXX payment out of my bank account even though the loan should have been paid off. On XX/XX/XXXX LoanCare also finally recognized the Payoff payment, in the amount of {$290000.00}. HOWEVER, they also added a fee of {$700.00} labeled " ForeclosurePartialRepayPrinBal '' even though the Payoff was timely made, and even if it had not been, my auto-pay should have been pulled on XXXX resulting in NO fees or extra monies due. On XX/XX/XXXX I attempted to call LoanCare at the phone number listed once I logged into my account. This phone number leads to an automated system with NO OPTION TO SPEAK TO A HUMAN. I believe that LoanCare owes me a full refund of the {$2200.00} they pulled from my bank account + all of my remaining escrow + any overpayment from the {$290000.00}. Plus, they need to remove the " ForeclosurePartialRepayPrinBal '' fee from my account. Thank you for any help you can provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage company, XXXX XXXX, sold my mortgage to their sub servicer company, LoanCare. I had no say in this. And this is the 4th time my mortgage has been sold. My credit was reduced by 15 points due to the mortgage showing as " closed '' on my credit report. A XXXX XXXX representative said this should not have happened and I have some sort of federal protection against this. I'm not sure how it's legal for me to be punished for a mortgage company selling my mortgage without my knowledge or consent. I've refuted this on XXXX and XXXX as those reflect the 15 point reduction. XXXX hasn't updated this yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been paying {$140.00} every month for PMI for years and want it taken off as the property value has increased to at least 78 % of the original value. According to the loan the PMI should automatically terminate when it reaches that level. It has not. I've called numerous times and no one answers all I get is voicemail loop that is endless! I've tried to log in to my account. Again, can't log in with my password. When I request a new password, I have never received it. Please help! Yes, I'm current on all my mortgage payments, never late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I received a letter by CFPB on XX/XX/2021, a response from Loancare, who stated this would all be repaired and could take up to 60 days, yet today, they reported my payment as 30 days late for XXXX, it isn't even 30 days past XX/XX/2021. Since my XX/XX/XXXX is still missing 77 points, XX/XX/XXXX is missing 7points and XX/XX/XXXX is missing 70 points and this isn't something they are taking seriously, I have now lost all patience for this matter and will be obtaining a lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Short version : The company owes me money and is ignoring numerous methods of contacting them, all documented below. Details : LoanCare is my mortgage service provider. My loan was sold to them as, clearly, no sane person would choose to do business with LoanCare. My residence 's property taxes are due in XXXX, and we refinanced and closed this LoanCare loan on XX/XX/XXXX. The closing attorney for our new loan paid the property taxes in early XX/XX/XXXX, and then LoanCare *also* paid the property taxes. I have confirmed with the XXXX XXXX XXXX for XXXX XXXX, South Carolina that the closing attorneys payment was received first. Therefore, when the XXXX XXXX XXXX received the LoanCare payment from our escrow account, they sent a refund check to LoanCare on XX/XX/XXXX. That property tax refund belongs to us. Until LoanCare refunds us, we have essentially paid property taxes twice : once through the closing on the refinance and once through a full year 's worth of escrow that LoanCare collected with our monthly payments. Anyone can contact the XXXX XXXX XXXX XXXX for XXXX XXXX to verify this. LoanCare 's website agrees that our mortgage with them is paid-off as of XX/XX/XXXX. Unfortunately, they are not showing the negative {$3800.00}. Even though they recognize that we don't owe them anything else, and our relationship should be over, they have not refunded the doubly-paid property taxes of {$3800.00}. I've contacted them : Friday, XX/XX/XXXX through their website 's contact form. The responded the next day through email with " Your information has been forwarded to the Tax Team. Please allow more time for further research and resolution. '' Friday XX/XX/XXXX through their website 's contact form. They responded similarly but with no solution. Numerous times through their phone system, but there's no way to talk to actual person. Through an email I found by searching on the internet ( also listed on their main XXXX page ). Sent an email to XXXX on XX/XX/XXXX. I received a phone call from an odd number ( it was not the correct number of digits ) that left me a voicemail saying to call them back at their original phone number. Of course, that does not solve anything because it's an endless phone tree. There's no way to reach an actual person. Monday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to a team of specialists. No solution has come of this. Friday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to the tax team. No solution has come of this. Through an email XXXX on Monday, XX/XX/XXXX. No response at all. Through two certified letters detailing every piece of information they'd need to write me the check I'm owed : XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29412
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare took over the processing of my mortgage loan from XXXX XXXX XXXX XX/XX/XXXX. I went through the process of setting up a new account there their process. Now when I try to log in I get an error. I have worked for 4 days with LoanCare to try to get them to help me work through the problems. They continue to lie, make up excuses why things are not working to no avail. It takes 1/2 hour to get through to a real person every time I call them. I have spent over 8 hours trying to work with them on the phone, but they keep telling me to try again in 1 hour, 1/2 hour, next day, but when I try again, the same problem arises. Have be on calls with them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX in the latest attempts to get this solved. It also took 3 or 4 days last week to set up the account. Many problems there, but those have been resolved. But what good does it do to set up an online account if you can not log in? Also I was set up to make payments automatically with the old mortgage processing company XXXX XXXX and LoanCare says that will continue with them. However the payment has not been processed and I have not been credited with the payment so I am incurring increased interest charges since the payment has not been made. I am concerned if I make another payment at this time, they will all of a sudden process both payments since their IT systems are so bad.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: LOANCARE responded with wrong information. My Loan with LOANCARE still showing in my credit report with XXXX XXXX On 2012, I have had Chapter XXXX Bankruptcy while I own my house in XXXX XXXX XXXX. XXXX, MD XXXX and I have a mortgage with it, after I received a discharge, my Mortgage did not show in my credit report until LOANCARE ( Loan Number XXXX ) took over my mortgage and I had a complaint against them before and the LOANCARE said that they remove my Loan form my credit report, now I just checked my credit report and LOANCARE still showing in my credit report, I want LOANCARE to remove my loan from my credit report, l was discharged my personal liability for the mortgage because of the Chapter XXXX and I did not do any Reaffirmation Agreement with LOANCARE, I believe the LOANCARE did a violation of the Bankruptcy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My name is XXXX XXXX XXXX XXXX and I am an XXXX XXXXXXXX XXXX XXXX currently stationed at XXXX XXXX XXXX XXXX. I am writing to request assistance in disputing an error reported by your company to the credit bureau. During a loan prequal credit check, I was notified that LoanCare reported eight late payments to the credit bureaus for the year XXXX. I have been a valued member of this company for many years and during this time, I have taken great pride in paying my mortagage on time each month. I have a copy of my bank account which reflects ontime payments for the entire year of XXXX and XXXX. I am due to XXXX in a month and would like to purchase a new home for my family to reside while I am away but this negative credit report is hindering me from qualifiying for a loan. Please help me investigate this matter and to correct/delete the disputed item [ s ] as soon as possible. My loan officer has contacted the credit bureau and submitted said bank statement, however it was reported that a letter needs to come from loancare in order for them to delete these late accounts. This company has a history of dealing very negligently with customers as evident by the hundreds of very like XXXX complaints. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is very difficult to get in touch with this company. 1. When you call them on the telephone, you go through a menu and then they send you through a 3 minute long XXXX information about something or the other. I don't speak XXXX, and that is not helpful. 2. Then, by the time you get a guest service representative on the phone beimg disconnected or having a connection so bad that there is no intelligible conversation is the norm. 3. if your mortgage payment is late, they automatically block you from accessing your information on the website. And, that is where you can set up a payment. So, if your mortgage payment is late then you have to call in and POSSIBLY get a connection and then pay the representative charge. 4. I sent them all of the documents that they requested by registered mail, and I signed all of those documents and now they insist that the documents have not been signed. XXXX! and the only way that I found out about the loan modification documents is because I called in over the space of about an hour trying to get in touch with the representative. 5. I got a call from the company that said that I was a candidate for interest rate modification down to the market rate at no cost. when I called the company back, they had no idea what I was talking about and the person who made the call did not even send out the paperwork. and that is bad, because I'm working against the deadline and delays like this make it such that I might not be able to get the modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: First off I would like to start with the fact I am a XXXX Veteran working in XXXX as a XXXX XXXX during these trying times. This all started about 2 1/2 years ago. I filed for a loan modification about 4 times and I was denied all 4 times. I then hired a law firm to help me get this problem handled. It took the lawyer 14-18 months to get it approved XXXX XXXX was dragging their feet so that my income would change just a small amount so they can make us start over. Now that it was approved I was in my 3 month trial period, my last month XX/XX/XXXX I was XXXX short on my payment. This was a complete typo due to me working more than 14 days in a row 12-20 hours a day in 2 hospitals here in XXXX California During the Covid surge. Not a single phone call was made not a single email or even a letter mailed to me. The first time I contacted them when I found out I made a mistake to correct it I was told someone called an XXXX number and tried to leave a message. This number was for my lawyer, and I guess there was a form done so the mortgage company was not allowed to contact me at all. If there was a no contact cease and assist filed why was there a message left on my lawyers phone yet I am asked every time if that is my work phone. I paid the XXXX I was short as soon as they allowed me to that alone happened XX/XX/XXXX. I talked to a manager XXXX trying to get this issue resolved and I was told there was no reason to worry he would get in touch with the person handling the modification and get it fixed then call me himself the next day. No call was ever made! I called everyday since XXXX even on the weekends trying to fix this problem all while I was at work trying to keep XXXX XXXX XXXX. I then talked to a Team Lead by the name of XXXX, who once again told me there is no reason to worry and she sent an email to the person working on my case and she would handle the problem. She took my XXXX payment at that time. This was the first time someone allowed me to make a payment. I called today XX/XX/XXXX to figure out what is going on because once again no return call was made to me I was told I have to completely restart the modification process again and there is nothing that they WILL do to help me. I have had nothing but problems with this company and although I will admit it is not their fault I had problems paying my bill, it is their fault they are refusing to help me in any way shape or form. XXXX dollars mightXXXX just cost me my home. This company has targeted me since the first time I made a late payment, This company is against the veterans they promise to serve. In the end I just want to make my house payment. I don't want to live in fear at all for my home anymore! this company is doing everything they can to get my home from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92407
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A