Date Received: 2021-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XX/XX/2020, I accidentally submitted two electronic payments from my bank, XXXX XXXX, to my mortgage servicer, Loan Care ( NMLS # XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX ) The first was the correct payment amount of {$2700.00} and the second added an extra " XXXX '', i.e. {$27000.00}. When I discovered this I immediately called my bank to see if they could halt or suspend the payment. They attemped to do so and were unable to. Both payments cleared by bank on XX/XX/2020 and were " GOOD FUNDS ''. XXXX XXXX suggested I call Loan Care and ask them to refund the 2nd over payment. I did so, and they told me to email a request to " XXXX ''. I did that, and they replied stating that they needed a bank statement. At that time, I had not received the bank statement yet but sent them a 'screen shot '' of my bank portal showing the transaction clearing the bank. That apparently wasn't good enough. They replied with a closed " ticket XXXX ''. On XX/XX/XXXX, I contacted XXXX XXXX and an agent and I together called Loan Care in an attempt to solve the issue. We were unable to get the issue resolved with the agent, and we asked to be transferred to a supervisor. XXXX XXXX both faxed and emailed documentation that Loan Care requested. With each question the XXXX XXXX representative and I asked, more obstacles were presented by the agent, couldn't be refunded to the bank, had to be sent by check, takes a minumum of 10 days, fax might not be found, delay delay, etc., etc. To say the process was frustrating was an understatement. The Supervisor eventually found the information XXXX XXXX sent and started a new " ticket '' number XXXX. At the end of the call, however, we felt that the new ticket would be resolved. That was 2 and 1/2 weeks ago, and NO communication has come from Loan care. They have refused to return the overpayment. I notified them on the XXXX that if I did not have the refund by XX/XX/XXXX I would be contact the CFPB. That didn't phase them one little bit. I do hope you can help. Than you. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33617
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have disputed late payments with my mortgage company. They sent me a letter which does not constitute validation of the payment history. I was on a repayment plan which provided a different amount then my and different due dates. The credit report verifies payments received in XXXX reported by Loancare. In XXXX I submitted a application for forbearance and never received a response from the company other than the confirmation email. I have provided copies of my credit reports showing the discrepancies between the bureaus which is been verified/certified as accurate by information provider LoanCare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02760
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: Trouble during payment process
Subissue:
Consumer Complaint: An electronic payment I made through my bank on XX/XX/XXXX, XXXXwith approximate delivery date XX/XX/XXXX has neither been credited to my account, nor has my payment been returned. Previously, payments I made from XXXX thru XXXX were not applied to my account until I inquired. I submitted my inquiry on XX/XX/XXXX and did not hear back from LoanCare until XX/XX/XXXX. In the meantime, I made my XXXX payment on XX/XX/XXXX, as stated above. LoanCare stated that I was making payments under an incorrect account number, but I have been making payments under the same account number since XX/XX/XXXX, when my account began to be sub-serviced by LoanCare. Proof of payment for each month for XX/XX/XXXX thru XX/XX/XXXX is included. It can be seen that all payments have been made under the same account number. I intent to make future payments under the account number indicated in the correspondence from LoanCare on XX/XX/XXXX. However, previous to this correspondence, payments that I made that were neither credited to my account nor returned to me. At no point from XXXX XXXX did I receive correspondence from LoanCare stating my payments were not made under the correct account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Until recently, my home loan has been serviced by XXXX XXXX. A letter apparently bearing a date of XX/XX/2021, and a signature of " XXXX XXXXExecutive Vice President/Head of Mortgage Operations/Loan Care, LLC '' purports to inform me that servicing of the loan will transfer to LoanCare , LLC, and states : 1. " Beginning XX/XX/2021, your home loan will transfer to LoanCare. '' 2. " If you have any questions about this transfer for either XXXX XXXX or LoanCare, please don't hesitate to contact us. '' and goes on to list a telephone number and partial web site address for LoanCare. 3. " Should you have questions, please reach out to [ ... ] LoanCare on or after XX/XX/2021. '' On XX/XX/2021, I attempted to contact LoanCare by telephone at the telephone number provided in the XXXX letter of XX/XX/2021, to ask questions about the transfer. LoanCare 's automated telephone system played numerous recorded messages, but offered no way to reach a customer service agent. Moreover, LoanCare 's automated telephone system mentioned a date of XX/XX/2021 on which information about my account would be available by telephone and via online access. This date is different from the date mentioned in the XXXX letter of XX/XX/2021. On XX/XX/2021, I attempted to access LoanCare 's web site at the address furnished in the XXXX letter of XX/XX/2021. When I sought to create an account, LoanCare 's web site did not appear to recognize my Social Security number, which is the Social Security number associated with the loan by the previous servicer, XXXX XXXX. However, another part of LoanCare 's web site appeared to recognize the loan number assigned by XXXX XXXX, along with a fragment of my Social Security number, and informed me that information about my loan would be available on XX/XX/2021. This date is different from both the date mentioned by LoanCare 's automated telephone system on which information about my account was to be available, and the date after which the XXXX letter of XX/XX/2021 instructed me that inquiries about the loan should be made to LoanCare and invited such inquires.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I refinanced my home in XXXX. I have documentation from XXXX that my loan was paid in full and accepted on XX/XX/2020. Loan care which held my mortgage prior to the refinance sent a late payment notification to the credit bureaus dramatically effecting my credit score which prior to this had no negative marks. Please advise and assist. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was serviced by Loancare on behalf of XXXX who purchased our loan. We paid off the mortgage in full in XXXX of XXXX. We received a loan payoff notice on XX/XX/XXXX from Loancare acknowledging that they would " forward the satisfaction/release of mortgage to the courthouse for proper removal of the lien ''. To date, they have not done so. It is now XX/XX/XXXX. This is in excess of 18 months. We spent the last year and a half attempting to get our stock certificate returned to us to no avail. Loancare would not admit they were not in possession of it and we had to explain on end for hours how a cooperative building worked and that we needed our stock certificate or an affidavit to be provided stating that they were not in possession of ( lost ) it. After having multiple tickets opened up that led nowhere, we finally got the CFPB involved and that deficiency was resolved. I am hoping the CFPB can help us again this time as we have tried numerous times to get our lien removed since we resolved the last issue, but it looks like XXXX no longer has record of our account with them ( we've been paid off for over a year and a half now ). We are selling the apartment, but are once again being held hostage because Loancare 's gross incompetence in following through on procedures is preventing us from having a clean title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am owed an escrow refund check from XX/XX/2020 for {$2900.00}. I call once every 3-4 weeks and I'm told the check will be in the mail, but I am still waiting on my money. I simply want the money I am rightfully owed and that this company is willingly refusing to send out. ( NOTE : this does NOT involve the Escrow refund for {$6000.00} dated XX/XX/2020, as that check was already received and deposited )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: after 3 years of struggling to get a loan modification Loan Care finally did so however after all 3 payments Loan Care put me back on a forebearance agreement ; did not sign off on the loan mod, record it or consummate the loan modification Loan Care kept all the payments which were tied to the loan modification but again the loan mod was cancelled so there is no agreement between me and Loan Care
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my loan and Loancare received the funds for the refinance on XX/XX/XXXX. Loancare appeared to charge {$920.00} for 16 days of interest in XXXX. This interest per day rate of {$57.00} was higher than the interest per day for the previous months, XXXX 's interest per day rate was {$20.00}, XXXX 's was {$20.00}, and XXXX 's would have been {$19.00}. I asked them to clarify why the interest per day rate was higher for the 16 days XX/XX/XXXX but they told me to call their XXXX number instead of providing an answer. The reason I sent in the complaint was so that they could investigate it and get back to me with the explanation. The telephone representative likely won't know why i was charged more interest in the final period before the refinance of the loan. I tried doing a web search to see if this is typical but didn't find anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in forbearance and my bank loan care agreed on the forbearance terms. Once I was out of hardship I started making payments. My mortgage company loan care report missed payments to credit bureau which dropped my credit score from XXXX to XXXX. They return last payment and report missed payment. I have called the mortgage company numerous time but there has been no resolution yet. This is going one for almost a month and when ever I call I have been told they are busy and they have a lot of customer like me and it happen because of pressure from investors. I dont know if they are trying to get government fund by showing some numbers or what but as individual I have been devastated by this with no resolution in sight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A