Date Received: 2021-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Made XXXX payment on XX/XX/XXXX, through XXXX XXXX Bill Pay system with an expected delivery date of XX/XX/XXXX. The payment was applied by the servicer on XX/XX/XXXX. Mortgage payments are made in arrear so this payment should be credited for XX/XX/XXXX and its mortgage interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92804
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: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our home in XXXX and provided proof of insurance at that time. Loancare LLC has since sent letters requesting proof of insurance, and we have had our insurance provider provide that proof. Loancare LLC is also escrowing and paying XXXX XXXX, our current insurance provider. We confirmed today that XXXX has been paid every month since XXXX via Loancare. Loancare purchased another insurance policy in XXXX, claiming we did not have insurance and is now trying to bill us for the unnecessary insurance policy they purchased even though they pay XXXX for our insurance. Multiple calls have been placed, multiple customer service reps have claimed the issue to be resolved, yet it is not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68123
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: IN XXXX, I became divorced from XXXX XXXX, who holds a mortgage at LOAN CARE. The divorce decree requires that I refinance this property into my name. The property title has been quit claimed and in my name since XXXX. I am now in the process of doing a refinance, and I can not obtain pertaint information to finish my refinance. The contact with my ex husband is EXTREMELY limited. I can not get any information from him. I have faxed my documents to them in XXXX in reference to a fire and insurance claim, so they KNOW that I am the owner and have seen these documents. I can not speak with anyone there. No one picks the phone. I constantly need my ex husbands information which I do not have. I must obtain a 12 month mortgage payment history, mortgage statements, and a payoff. How can I fulfill the divorce decree requests if this lender does not cooperate with me. I have been the paying the mortgage for years. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60007
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint with the CFPB on XX/XX/XXXX ( COMPLAINT NUMBER XXXX ). This complaint was for missing money orders that my company, loancare, took away from my account. My account was current until XX/XX/XXXX payment. I paid via check, and my check bounced four times. It was done bouncing on XX/XX/XXXX. The account shouldve been back dated to my XXXX payment since thats the month I was paying for when my check bounced. After all the bounces, my account back dated to XX/XX/XXXX. You can see this on the explanation loan care provided from the prior complaint. This is not correct. I paid via money orders, that should not have been taken away. I told loan care this, and they stated provide copies front and back of the money orders. I did this multiple times, and they stated they did not receive them. After I filed this complaint, loan care came back with documentation explaining that my account was back dated, but they did not explain why it was back dated to XX/XX/XXXX. It also states that my account was current as well prior to the bounces. It was contradicting itself in the letter. As you can see in the attached documents, it blatantly says it got back dated all the way to XX/XX/XXXX. But since loan care responded, CFPB closed the complaint. It was not taken care of, nor did my question get answered. Where did the money orders go, and why did it get back dated to XX/XX/XXXX? They were deposited by loan care as seen on the back of the money orders, but taken away from my account. Is loan care stealing this money and not applying it? I called loancare to discuss today. I spoke with XXXX who was a supervisor, and she said she actually does see the front and back of the money order on XX/XX/XXXX and my account should be corrected! Go figure! The ticket number where she found this in was XXXX. She said she would fix, but all the sudden she said she couldnt because I filed a formal complaint with the CFPB. She was no longer legally allowed to talk to me and CFPB had to handle it. I told her multiple times, CFPB closed the complaint. Loan care stated the complaint was still open on their end, so CFPB had to get ahold of them to fix. Can someone fix this? I am missing almost XXXX on my account!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I want to bring to your attention a great injustice done to me by my mortgage company Loancare LLC ( actually XXXX ) by reporting me to Credit Birou with a fake late mortgage payment. I have my mortgage on my condominium since XX/XX/XXXX and I paid every month in time. NEVER missing a payment or being late!!!! Working hard for over 10 years to build a great credit score of XXXX!!! In XX/XX/XXXX I received my last mortgage statement XXXX , my principal being XXXX ( XXXX! ) $ after I made the payment in time. In XX/XX/XXXX I contacted Loancare for payoff, I send a cashier check of XXXX in XX/XX/XXXX if XXXX. 8 days later I found that the cashier check is lost and I cancelled it and send a new one XXXX in XX/XX/XXXX. I also send it to you the received and the trucking number for the cashier check. With shocking surprise I receive in XX/XX/XXXX another bill for mortgage payment in sume of XXXX . When I talk with them over the phone they told me that is a mistake, that the system is still generating mortgage payments because my mortgage maturity date is XX/XX/XXXX. They also told me that I should disregard the bill and that they will fix the system and I will no receive another bill for mortgage payments!! After weeks of talking with Loancare on the phone, more than 14_15 phone calls and hours spended with them on the phone, I found out that they actually reported me beeing late and they XXXX my credit score from XXXX to XXXX now!! Is a big injustice!! Is fake, stressful and very dissatisfied after years of payments in time!! I consider Loancare beeing very unprofessional, fake, untrue, never looking for facts or verify the payments, just spreading fake informations. I will never look forward to deal with them for any other loan, never recommend them to anyone!! Please fix my credit score or I will look for justice in court. Just check all the fact and bring the true to the life. Thank you! XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX IL XXXX XXXX XXXX Loan number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A company that goes by the name of LoanCare LLC out of XXXX XXXX acquired ARM mortgage about 2 years ago. We have our mortgage payment set up online with automatic payments and for the past two years we have not had an issue and we pay early and we pay more than the amount that is due and it has came out of our account and went into their account without a problem for 2 years. Recently we received a letter saying they did not receive our payment so we got online and verified where the money had been taken out of our account and sent just like the 22 previous payments that they did receive and mind you my wife is a manager at the bank where our money comes out of XXXX tract the account that the money had been deposited into. We reached out to LoanCare LLC to try and resolve the issue and they have been less than accommodating and have let us on and not returned our calls or our emails or resolve the issue in this has been going on for over a month meanwhile me and my wife 's credit scores that we're both in the upper seven hundredths have been affected buy dropping over a hundred points do to LoanCare LLC complete incompetence. We have provided them with records showing the money had been taken out just like it always has and provided them with the account number where it went and we have all the records showing who we talk to when we talk to them dates and times in emails and countless hours trying to resolve this issue completely at our expense. This company is an absolute joke and is basically committed credit slander and put us through much stress and heartache and still have not resolved the issue. It is absolutely ridiculous that hard-working responsible Americans the try to take care of themselves financially have to be stifled and setback by a Company that is completely incompetent and could care less.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63379
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We submitted a loss on our home insurance for water damage XXXX XXXX 2020. Our insurance company XXXX XXXX issued a check for {$7200.00} in damages, it also had our mortgage company as a payee on the check. We were advised by the Mortgage company to overnight the check to them so they could endorse it and return it next day. We did so and they kept the check and deposited it. Saying we were delinquent. Because of that they won't release funds. They want us to use a licensed contractor, not do the work ourselves. They do not have a process for us doing the work ourselves. They haven't even released startup funds to hire a contractor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85023
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage for a lower interest rate. I paid off the existing loan. On the old loan under ''PAYMENT HISTORY DETAILS '' The following is listed Transaction Date : XX/XX/2021 Transaction Amount. {$530.00} Transaction Description. FORECLOSUREPARTIALREPAYPRINBAL ''THE TRANSACTION WAS APPLIED AS FOLLOWS : Principal : {$00.00} Interest : {$530.00} Escrow : {$0.00} Fees/Late charges : {$0.00} Other Fees : {$0.00} Miscellaneous. {$0.00} Unapplied Funds : {$0.00} On XXXX I spoke to a rep at LoanCare and he did not know what or why the {$530.00} was there for. I asked to speak to a supervisor and she told me ''I don't know why it has a description of ''ForeclosurePartialRepayPrinBal but it is simply interest when you paid off the loan. I disagree I have the payoff summary and with the payoff the interest was already added in. Loancare is listing this transaction as a separate entry. I am offended that they have associated the word ''foreclosure '' with my name and account. Now they just want to call it ''interest ''. I am calling it an intentional mistake and I want a refund of {$530.00}. They can not just describe it as ''foreclosure '' and when I challenge it say it's ''just simply interest ' and I'm supposed to accept it. To top it off I now with the new loan have acquired LoanCare again as the servicing company. Why would they make 2 separate amounts of interest on a payoff? I owe this amount, the interest is this and total it. This {$530.00} is in addition to the payoff amount with interest. The {$530.00} is a separate entry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92308
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX a payment in the amount of XXXX was submitted through bill pay on the XXXX XXXX XXXX website. LoanCare never received this payment and proceeded to inform me by phone calls that this was not received. After contacting LoanCare representatives countless times it was established that they needed a transmittal number from XXXX XXXX XXXX in order to confirm that this payment was sent. The correct documentation needed to resolve this issue was sent by myself after receiving a document from XXXX XXXX XXXX by fax. This information was emailed to XXXX on XX/XX/XXXX. I then received a confirmation email on XX/XX/XXXX stating : The payment was applied to your account on XX/XX/XXXX, but back dated to XX/XX/XXXX. Your request has been resolved and this ticket has been closed. Please do not respond to this e-mail. Sending multiple e-mails may increase the time it takes to process your request. Need to talk? You can reach our Customer Service Department at any time during normal business hours for further assistance. Were here Monday-Friday XXXX XXXX XXXX. Eastern Time, and Saturday XXXX XXXX XXXX Submit escalated payment inquiries and documentation via email to XXXX or via fax to XXXX. Thank you, Customer Service Department NMLS # XXXXbeen closedthe timeDepartment atXXXX Then I received a letter in the mail on XX/XX/XXXX stating that the payment was returned to me by sending a check to bill pay at XXXX XXXX XXXX on XX/XX/XXXX and that I am suppose to remit this payment back to LoanCare. I called LoanCare once again to understand the reasoning for reopening this and I was told the payment wasnt processed. I called XXXX XXXX XXXX to understand why I dont see a credit reflecting the amount of {$820.00} in my account but was offered with the explanation that they would have to look into this and call me back. I am now going through this again after having been told this was resolved on XX/XX/XXXX. I have never missed a payment and all my efforts to resolve this are being subverted by poor management and policies from both these institutions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29687
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my loan and received an escrow refund check which bounced. I have called 6 different numbers associated with this company, and in every call I was directed by the automated system that ends up hanging up on me. Loancare LLC a subsidiary of 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: 32570
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A