Date Received: 2021-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage was transferred to Loancare. I have a few hours of video Navigating the website to backup every single statement regarding this companies business practices. 1 star reviews are consistent with these same issues as well, these are not isolated incidences. Loancare has a few ways to log into your account. One is an ( which doesn't work ) and the other is online. I generally pay my bills online and this includes my mortgage ( Loancare charges {$10.00} for online payments ). More often than not I can not log into my Loancare account. Though I have a XXXX computer and my passwords are all saved and enabled by a fingerprint, Loancares ' website rarely lets me gain access to my site. Seemingly every single month I spend 2-3 hours trying to contact someone at Loancare ( through a looping phone system that intentionally loops the user through a series of misdirected prompts ). If I am lucky enough to get through to a live voice they offer incorrect assistance in logging in or reseting passwords and will not stay online while you go through the unsuccessful process of trying to get into your account. This happens months and it is clearly intentional. I have sent Checks to avoid the monthly frustration of using their ever changing site, but Payments are mysteriously received and processed late. Loancare then applies a late payment fee to the account. The last straw was this morning. I have an appointment with my accountant to file my XXXX taxes. I spend two hour trying to log into my Loan care account to gather statements pertaining to property taxes. The website allows you to enter the User Name and Password and then thinks and comes back to the login page. I reset and verified my user name and password through the automated system. If the password is incorrect the system issues a warning that your attempt failed due to entering the wrong password and prompts a message that you have a failed attempt and that 2 more unsuccessful attempts will lock you out of your account ... Entering the correct password just continues to reset the page. There is no way to access my account information, make online payments or contact anyone in regards to the ongoing issue. It is a stressor every single month and this isn't opinion. My Loan originator let me know that the company is extremely difficult, unethical and intentional in their methods. This needs to cease. It is bordering on harassment. I just want to have access to my mortgage info, tax info and be able to pay my monthly payment without jumping through 2-3 hours of hoops every single month. I believe that Certified mail is the only way to pay this company without aggravation. What about my tax info? I have not figured that out. Please help the thousands of us who deal with these unethical business practices every single month. No one deserves the absolute XXXX that this company causes in peoples lives. Loancare is an unethical company whose business practices are shady at best.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43560
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was informed when I called the insurance agent that my homeowners policy had been canceled due to nonpayment. I had carried the same insurance since XXXX. My escrow is handled by the mortgage company. Not only do I not have my homeowners policy but no hazard insurance was placed during the lapse. My mortgage company in loancare acct # XXXX XXXX I am trying to get an insurance policy in place, the mortgage servicer refused to assist and did not inform me there is currently no coverage when I spoke to XXXX in the insurance dept last night. He stated it was all up to me. I placed a call to my former issuing agent XXXX XXXX XXXX Maine XXXX and they will get back to me. XXXX XXXX will not reinstate me due to cancelation for non payment ( by mortgage company. How can I protect myself?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2019 XXXX XXXX XXXX assigned my mortgage note to LOANCARE , LLC without my consent to do so. Since XX/XX/2019, LOANCARE , LLC has continued to ask for payment for an alleged debt. I am a veteran buying my first home and the mortgage company took advantage of the fact that I was unaware of their constructive fraud giving to me in a contract. That is a violation of the FDCPA [ 15 USC 1692 ( e ) ]. I have disputed this debt for by the rules of the FDCPA, TILA, UCC, and the company still chooses to provide negative statements to my credit report. Willingly and knowingly providing false and misleading information is direct violation of congress. I did not sign a contract with LOANCARE , LLC. I made no agreement with LOANCARE , LLC. My note was given to the company by way of Identity theft for the securitization on my note. This is an unauthorized use of my SSN and personal identity upon the company. I have been harrassed by LOANCARE , LLC. They have left notes on my door, claiming that I am the borrower and I need to call them. The term borrower is not defined in the FDCPA, and that is because I am the creditor. I am the one who extended my credit through the note and these companies are playing with. At one point the company had an attorney contact me claiming that I owed an alleged debt to LOANCARE , LLC. There are no attorneys. Then the communication stopped. The actions taken by this company has caused me a great deal of stress, financial burdens, and hardships. I have taken the action to bring LOANCARE , LLC in suit for their direct violation of these laws of congress [ 15 USC 78ff ( a ) and 15 USC 1692 ( e ) ( 3 ) ].
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Please remove Loancare charges off my credit. Attached is Loancare discharge Mortgage doc, Loancare payoff statement, Loan pay off wire transfer and the house Closing Disclosure. After spoking with Loancare customer service two weeks ago the account was showing as closed and paid off. They confirm that they have a glitch in their system, and they mark the account as closed and paid off on XX/XX/20. then I guess their system automatically keep posting that this account not paid in full because no one went in the system to correct I manually.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We made a request of XXXX to come out of forbearance on XX/XX/XXXX, XXXX They presented options to us but failed to disclose to us that we would be put into a 3 month trial period and would not be able to refinance for 6 months after a loan modification. If we were told that, we would have immediately rejected it. They also said that bringing the mortgage to current interest rates was XXXX of the tools that could be used in the loan modification. They told us it would take up to 30 days to get contacted. When we did not hear within 30 days, I contacted them. They rushed a package out to me. When I got the package, it was completely unacceptable on multiple fronts. We had less than 20 years left on our mortgage and they put us into a 40 year mortgage at the old interest rate instead of a current interest rate and had language about a 3 month trial period which means we can't refinance for XXXX months. I called and was told that lowering to current interest rates was NOT something they could have done. I requested a change to a deferment and was told that I would have to wait XXXX XXXX days for an answer on that. They are clearly and unscrupulously dragging their feet to keep us from being able to refinance. Their competitor, XXXX XXXX, turns their deferments around THE SAME DAY. That makes sense because a deferment doesnt change the terms, it just adds a balloon at the end of the loan. We got into this because of economic injury and do not need this company keeping us from being able to refinance to lower interest rates. Please help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01810
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, I paid the property taxes for the a property I own. The tax office for XXXX County ( South Carolina ) shows this payment on XX/XX/2020 from their website as expected. I forgot this particular property was escrowed and the escrow agency disbursed a payment on XX/XX/2020. I have contacted XXXX County they have told me they return all duplicate payments to the sender. The loan servicer is not assisting with checking the status of the check, and will not refund accordingly. They say they have to wait until the check is returned before anything can happen, which makes sense but it's been over a month and they do not have any information for me on next steps. I am concerned this return may have been lost and I do not seem to have any other options at my disposal to get a refunded payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Back in XXXX I began a modification process on my mortgage due to loss of income. I was given a trial period to pay a new amount. Once my trial began I made all of my monthly mortgage payments On Time. I have not missed a single payment. My mortgage company, LoanCare, was awful. I had to constantly resubmit paperwork that they lost and they sent incorrect documents that I had to get notarized to finally approve the modification Eight times. My name was wrong, my county information was incorrect, they had a former resident on the paperwork, they spelled my name wrong after they corrected it. The entire process lasted from XXXX until XXXX. It took two years to finalize my modification. I spoke to managers, got personal promises and sincere apologies for their mistakes and the length of the process. When I was told it was completed after two years, they told me that theyd update my payment status. The entire time I was going through this modification, I made all my payments on time. They have never changed my payment status. As of now, they still report that I missed two years of mortgage payments. In reality they were collecting my payments and applying them to my modification but not reporting them as on-time payments. I have called and spoken to managers, they have given me their personal assurance they would fix the status and it never happened. I was told to submit a credit report dispute through their website- I did that twice. I have also disputed this through the credit reporting app XXXX XXXX, three times. This incorrect payment history has ruined my credit and reflects that I neglected to pay my mortgage for two years. This is not accurate and has prevented me from taking out home equity loans, etc. I have pursued every avenue to have this horrible company correct my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08012
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property mortgage is serviced by MyLoancare.com. I have been trying to access my online account for months. It recognizes my account but says that my online credentials can not be verified when I try to reset my password. There is zero way to reach a real person. There are only automated systems that run in circles and waste time. It is crazy that someone can hold your mortgage and be completely unreachable. I need to access my online documents to complete a refi on my primary residence. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a mortgage with the lender XXXX XXXX over 2 years now and was under a forebearance that was set to last from early XXXX to XX/XX/XXXX. 2 weeks ago in early XX/XX/XXXX I called in to make a mortgage payment of XXXX during this forebearance period, and was told that I can't make the payment since the system would not allow it. Instead I was told that I now owe XXXX dollars and would have to enter a repayment plan because it was due " now. I said this can't be right as my forebearance period does not end until XX/XX/XXXX and I just applied for a loan modification and am still undergoing hardship due to the pandemic. I asked how could this be espcially since I heard no news in regards to my loan modification application. I was then told by a Loss Mitigations representative by the name of XXXX, that the loan modification was denied, my application deleted, and that I have to pay. This representative was very rude as I questioned what was happening and was so focused on telling me how my attitude didn't help anything, that he never asked me if he could help with anything else and he then proceeded to just hang up on me. I called Loancare back that day as I was still attempting to make a forebearance payment ( which at this time I had no clue that I couldn't do because XXXX hung up on me and never asked what else he could help with ), at which point Loancares system automatically hung up on me. I called back again and was transfered to 3 different representatives before I finally informed by a manager in the collections department that I could not make my forebearance payment, when I asked why I was told it had something to do with the loan modificayion denial. I then went on to say I was never informed of the risk and never informed that my application was denied until that same day. I asked to speak to a manager since it turns out that the denial was due to the lack of a copy of my Unemployment Award letter which I informed thaem many weeks in advance that I requested a copy of the letter from Unemployment, but they are currently not answering my messages and that they have been far less responsive during the pandemic. I then requested that Loancare use the copy of the Unemployment Reward Letter that I sent them for the forebearance as it is based on the same claim and the claim is currently being extended during the Federal extensions. Loancare told me they can not do that but not why until today ( which is 2 weeks after I originally asked why ). I recently received a call from Loancare saying that somehow magically I can re enter the forebearance now and make payments. I tild them I would not due so until I undergo legal consultation and consult agencies in regards to protecting my consumer rights. I habve emailed Loancare via their portal and sent emails directly to the Loss Mitigations Dept with complaints, requests for documents, and requests for updates. They never email back. I have copies of these emails and they have recordings of phone calls that will prove that not only has Loancare been negligent, but bullying and broken contract illegally then attempts to cover their tracks with lies and made up rules. Please help me communicate and repair the situation with the lender as I am stressed and concerned about the legalities being violated by this mortgage lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95204
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent my payments on time every month which include escrow payments. After receiving my escrow statement showing a shortage I contacted the mortgage company and explained that there is an error on the escrow statement. The representative reviewed my payments and agreed that one of the payments is not shown on my statement. I was to receive a call last week. No-one called. I then submitted a request on line. Today I received a message stating that Our records indicate your request has been reviewed and determined there were no significant changes. I want the missing payment reflected on my escrow account and a new escrow statement issued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A