Date Received: 2021-01-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid off a home equity credit line when I sold the property. Loancare received payment in full on XX/XX/2020. Since that time and after four ( 4 ) dispute attempts through XXXX as well as a number of email and phone communications with Loancare directly, the account remains on my credit file as : 1 ) current ; 2 ) last payment XX/XX/2020 ; 3 ) {$28000.00} balance ; and 4 ) 64 % credit utilization. All of these items are incorrect, except the last payment activity. XXXX refuses to change the data, even after requiring me to send proof of the payment and closed account status. Loancare says they informed XXXX in XX/XX/2020 the account was paid off. They have made me provide proof repeatedly that the account is not reporting correctly. I've done this each time and yet as of today, the account remains inaccurate. This erroneous reporting is negatively impacting my credit score. No one will fix it. I've spent hours on the phone literally and written countless messages and disputes to get this fixed and as a consumer I have no recourse. XXXX says they have to go by what Loancare says because they don't know if I submitted fraudulent docs. Loancare says the sent the correct info in XXXX and they can not resend it. Who can help me fix this mistake? I don't know where next to turn ... Thank you for your assistance and direction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
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: In the document you sent recently, dated XX/XX/XXXX ( see below ), it states my loan # XXXX that .. my forbearance is about to expire. At the end of the month ( XXXX XXXX ). Really, Loan Care???!!! Look at the 2nd document you generated dated XX/XX/XXXX. In 3rd paragraph, it states both the loan referenced above ( # XXXX ) & # XXXX have forbearance extended to XX/XX/XXXX. So Loan Care, square the XX/XX/XXXX document forbearance expiration with the XX/XX/XXXX documents forbearance expiration dates, for both loans. You waited to generate this letter, dated about loan # XXXX forbearance ending at end of this month, on XX/XX/XXXX & then mailed it. I get it over a week later, file a written complaint thru CFPB, which you blow off & closed without reading. This contrasts to the stunt you pulled middle of last year where you generated a letter, stating my forbearance was ending, more than a month in advance ( it wasnt ). This essentially less than two week notice of forbearance ending vs, previously more than a months warning must be that exceptional service Loan Care keeps harping on. So, Loan Care, which is it??? # XXXX forbearance ends end of this month or as your letter of XX/XX/XXXX states XX/XX/XXXX??? Note the enclosed document dated XX/XX/XXXX, 2nd paragraph, opening sentence where Loan Care states .According to our records there is a cease & desist on both mortgage loans ..When there is a cease & desist no mail will be sent out to your address. Really, Loan Care?? No XXXX!!! Well, youre wrong once again. I stipulated quite clearly in previous communication that the cease & desist was pertaining to phone calls & emails and that I wanted only written contact via XXXX. Your company cited that in response & agreed to such. I really dont give a XXXX how you interpret something. What was agreed to in writing is what matters & you are in breach of that. Duly noted, documented for future use. This now makes the 7th official complaint Ive lodged against this company thru CFPB. Anyone outside of the Federal government agencies who read this, my best advice is to never do business with Loan Care & if you are then find a different company. Youve been warned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted my payment on time but the company said the XXXX is delayed in sending mail. I cant believe that it took XXXX 25 days to deliver mail to them. They charged me a late fee of {$150.00}. I think they are making money of the late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage payment was made to loan care LLC for {$900.00} and payment was debited from my checking account. I provided them with proof of payment from XXXX ( they claimed it was not sufficient proof ) this is the second time since XX/XX/2019 that they have not applied payments I made on time to my mortgage. This reflects negatively on my credit report and they are incredibly difficult to resolve these matters with in a timely manner. The first incident in XX/XX/2019 took me almost 3 month to clear the issue and it reflected negatively on my report till the issue was resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We closed escrow on our home on XX/XX/2020. We had an escrow balance of more than {$5000.00} that Loancare was supposed to refund to us. I have had numerous conversations with Loancare and have documentation to support the conversations. They said they would be mailing it out in XX/XX/XXXX. I never received a check. I called them again and they said they would be mailing the check on XX/XX/XXXX. Today is XX/XX/XXXX and we still have not received our check. I have offered to give them a XXXX XXXX account number so that they would overnight the check to us but they refused. We are seniors and now, during COVID, this money would help us with our finances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX XXXX XXXX reported a derogatory mark on my payment in XXXX stating it was 30 days overdue. I have documents supporting both XXXX and XXXX payments were made on time which I have submitted to the company and they will not remove the late payment. I am trying to refinance and am waiting for this removal to do so as it greatly impacts my credit score. I raised the original issue with XXXX XXXX in XXXX to which they replied there was not enough information ( I submitted proof of payment for both months just in case ). It is very difficult to get in touch with a representative for customer service and they do not allow credit dispute over the phone which creates a very lengthy and unnecessary process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80904
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX serviced by LoanCare, is constantly late with their statements. The issue I have now is I made payment in late XX/XX/XXXX for payment due XX/XX/XXXX. Payment still not posted and I try to call to discuss. They are non-responsive. Can't get through to anyone. Have made +10 calls in the last 10 days. Online inquiries go unanswered. Now they are assessing fees. They say to call back in low volume hours but I call morning, afternoon, night, and weekends and no one answers and force you to limited choice online experience with NO option to speak with someone in customer service. What options do I have?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48864
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 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 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: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Harassing phone calls from mortgage company. If I am late to pay my bill which is due on the XXXX, I start getting phone calls 7 days after during the evening hours and on the weekends. Also, the caller ID for the phone number they are calling from is labeled " THE DEFAULT DEPARTMENT '' implying that your mortgage is in default. All in an effort to stress out or harass the loan owner. Is the mortgage company allowed to harass the loan owner?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78570
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The lender ( https : //www.myloancare.com/ ) has not paid property taxes from the escrow account. I have raised 2 tickets with the lender with the tax bill attached and called them 4 times in XX/XX/2021. They do not respond to the online tickets and on the call I get a different response every time. The tax deadline is XX/XX/XXXX and I am concerned they will not pay in time and I will be stuck with the penalty as well. I have attached the receipts for the 2 tickets I have raised with the lender and the tax bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A