Date Received: 2021-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having issue on connecting to LoanCare over 3 weeks on my XXXX app. So yesterday I checked the website but the website is down. I also remembered last year I didn't receive a paper document XXXX Form for XXXX, I was able to call to get some automatic reply on how much interest I've paid for XXXX but I would like to have a paper documentation, Form XXXX, but the whole website is not functioning. I checked XXXX, there is numerous complaints about this company. I am worried I am paying monthly to a fake entity and I would like to get a statement monthly and also my yearly statement in paper.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX website showed payment successful, did not let us fix typo, then 7 days later charged erroneous {$25.00} fee. Loan Care refuses to communicate. On XX/XX/2021, we used the loancare.com website to pay my mortgage payment of XXXX due XX/XX/2021. We made and immediately recognized a typographical error in the bank account number for the ACH transfer. Loan Care 's low-quality, XXXX website did not give me the option to correct the typographical error in the account number. My co-borrower and I tried twice to contact Loan Care to fix the account number, but Loan Care refuses to respond to our attempts to contact them. Up until today, XX/XX/2021, the loancare.com website showed in the payment history that the XX/XX/2021 payment had been made successfully. It showed " XX/XX/2021 '' for the next payment due, and would not allow us to make the XX/XX/2021 payment again with the right bank account number. Today, the payment history on the loancare.com website changed and showed " BadCheckReversal, '' but did allow us to make the payment for XXXX again with the right bank account number. To our surprise, when we went to pay the {$3400.00} payment for XXXX today, the website forced an additional {$25.00} " NSF '' fee on us without our consent, and forced us to pay {$3400.00} instead of the {$3400.00} we owe. Loan Care has not responded to our attempts to contact them. This {$25.00} NSF fee is not right. We did not agree to it. We want it reversed. We also want Loan Care to reply within a reasonable time ( i.e, within 1 business day ) when we contact them. Could the CFPB please help? Thanks! XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97086
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Holder of Mortgage : Loancare , LLC NMLS ID XXXX I have been requesting the ORIGINAL Documents ( Stock and Lease ) for us to schedule a Closing date, as we have a buyer for our apartment. Our initial request date was around XX/XX/2020. Since then, we have yet to receive the information. I have been calling on a regular basis and have been given the wrong information. Some of their Representatives dont even know what Im asking for. I was told it was sent out but it never was. Below is a small list of your Representativeswho will be included in complaint : They had no idea what I was talking about They lied and said information was sent out They asked how to spell " affidavit '' ( clearly not the smartest ) They said they would call and follow up - never did XXXX XXXX - ID # XXXX XXXX - ID XXXX XXXX - ID XXXX XXXX - ID # XXXX XXXX - ID # XXXX Ms XXXX XXXX XXXX XXXX XXXX, Arizona ) Ms XXXX XXXX - ID # XXXX XXXX - ID XXXX Ms XXXX ( Supervisor ) ID # XXXX XXXX ID # XXXX XXXX ID # XXXX XXXX ID # XXXX XXXX, XXXX, XXXX, XXXX, XXXX Shame on me for not getting their ID numbers but this was in the beginning of me trusting Loancare would supply me with requested documents on a timely manner The latest phone call was with Supervisor XXXX in XXXX ID # XXXX, actually dismissed me and hung up. Stating that they are working on my finding our documents. No definite response, no follow up email for me to forward to lawyer. No direct information for their lawyers. I dont know where else to turn and would appreciate any help that can be offered
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has changed companies several times. The most recent company, LoanCare, has been servicing my mortgage for several years. In XXXX, they decided to stop applying my payments to my account because it had the old account number. However, I was not made aware of this until XXXX. I have made every payment to them and have submitted proof of those payments MANY times. However, they refuse to acknowledge my payments and keep delaying any resolution. I have spoken and email them many times and can not get any answers. My credit has been ruined and I fear I am about to get foreclosed on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To whom this may concern, I would like to know what happened with the money I sent {$68000.00} to pay my loan # XXXX on XX/XX/2021. This loan number corresponds to XXXX XXXX XXXX XXXX, CA XXXX. The morgage company information is : XXXX , XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX I called every single day, but nobody answer phone calls. I have sent plenty of emails and faxes, but no answer either. I am sending copies of my payment through a wire transfer. Thanks for letting me know why my loan is not payoff yet. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94706
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been on forbearance ( due to the death of the co-owner of our home and then XXXX. After paying my mortgage without my brother I paid my mortgage for almost a year on time and sometimes in advance. In pre-planning for the future missing that VA income from my brother. I applied for a loan modification, and even forbearance, with absolutely no reason, was denied so many times until I received the assistance from CFPB. I am ready to get back to business with lower payments and I am still having trouble with this lender as follows : Applied for loan reconstruction, denied for lack of documentation in a timely manner and did not even know it, upon another follow-up call found that out prior to that nothing in writing. Then after the fact, I received letter of denial. In the interim, every single time additional documents were requested I sent immediately, I know the drill on time is of the essence and I have a paper trail of every documentation that I sent. I then moved forward and resubmitted the entire package again with 51 attachments. Today XXXX XX/XX/2021 XXXX, the date of this complaint, I called, to follow-up and found out, they need more documentation, that I again had sent, now 4 times. Its not my credit because the only thing that is effecting my credit is the lender. What now? Thank you. XXXX XXXX
Company Response:
State: CA
Zip: 95330
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been have issues with XXXX/ Loancare since they purchased my mortgage. They have now miss applied my payments 2 times. The last payment was for XXXX and XXXX. I payed {$960.00} it included two month mortgage payments, an escrow payment, and a late fee. They some how miss applied everything and the Loancare is saying I'm paid through until XXXX and my escrow balance is XXXX up! Also, they continue to over pay house insurance company and I get a check returned from for loancares over payment and then I get a bill from Loancare saying my escrow account is deficient. XXXX/LoanCare is a joke when I call takes me 1 hr. to navigate their automated XXXX I'm ready to refinance my loan just to get my loan out of this service providers hands! I was a previous Bank Examiner, how can this company still operate!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We sold our Property on XXXX. We ordered a payoff in XX/XX/XXXX to payoff the property due to selling the home. We made our XXXX payment on XX/XX/XXXX. as we always do each month. After we sold the home and paid off the mortgage we received an alert that we had a 30 day late payment on our credit for the month of XXXX. I spoke to LoanCare LLC on XXXX XXXX. concerning the issue. I explained to them I have the Confirmation email that the payment was paid. They stated they didn't see a payment was made and I should just dispute the late payment through the CFPB and the 3 Credit Bureaus as their internal dispute department would take up to 90 days. I need this rectified as soon as possible, so that is what I'm doing. I'm filing the dispute and reporting this error with the CFPB and the 3 credit bureaus. I am uploading the confirmation email I received on XX/XX/XXXX that I had made the payment. Thank you. Lenders Info : LOANCARE , LLC XXXX XXXX XXXX XXXX XXXX VA XXXX ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I submitted a payoff statement for a second mortgage that was attached to my home XX/XX/2020. Upon receipt of the funds, the mortgage company informed me they would be releasing the lien associated with that second mortgage ( see payoff statement.eml ). My new mortgage company scheduled a title signing date ( XX/XX/2020 ) for the new mortgage based upon this information. On XX/XX/XXXX, the Title company reached out to inform the new mortgage company that the second lien had not yet been released ( see attached email Title Signing.eml ) I called multiple times in XXXX ( according to my outbound call history, XXXX, XXXX, and XX/XX/XXXX ) inquiring as to why this lien was not released, but nobody was able to identify that it was not released until the XX/XX/XXXX call. At that time a rush order was placed to get the lien released, and it was released by XXXX. During this time, I was continuously being charged for my existing mortgage for XXXX a month. Given the dates, the mortgage extended two months beyond where it should have, as this was the only blocker from us signing with Title on XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current lender is " LoanCare '' and I am going through a refinance with a different lender. I have reached out to LoanCare about 15 times between XX/XX/XXXX and XX/XX/XXXX to learn how I will be receiving my escrow refund and have not heard from them. Their customer service line hangs up on me and is completely automated so I can't speak to an actual person. I have sent multiple online inquiries for which I have not heard a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A