Date Received: 2021-01-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The 30 day lates ( XX/XX/19, XX/XX/19, XX/XX/19 ) still shows me delinquent on all XXXX XXXX and XXXX XXXX credit bureaus. This loan was paid in full by XXXX XXXX via transfer. This is affecting my credit score and my ability to refinance. Please investigate and have this fixed and show the account paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55434
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The company knowing, willing and intentionally reporting false credit information to all 3 credit agency 's in there effort to deny my right to cancel private mortgage insurance. On XX/XX/2020 I requested the cancellation of PMI insurance and was denied. On XX/XX/2020, I made a second request and was again denied. On XX/XX/2020 I made a XXXX request and in XX/XX/2020 the company falsely reported that I was more than 30 days delinquent in making my XX/XX/2020 payment. On XX/XX/2020 my 3rd request was again denied for being more than 30 day late in making my XXXX payment. On XXXX XXXX I was denied a personal loan from a financial institution that I had a perfect credit relationship with for more than 5 years due to the false XXXX reporting by the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53225
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage administrator, Loancare XXXX XXXX XXXX, XXXX XXXX, VA XXXX appears to be operating on online process whereby they are limiting principal repayments to 20 % of the principal. I attempted to make a larger principal payment ( approx 50 % of a XXXX mortgage ) on Friday XX/XX/2021 and was prevented from completing the request online. I subsequently called Loancare ( XXXX XXXX on Monday, XX/XX/2021 and was put into a wait queue. I ended up leaving my phone number for callback but the call was not returned. Later that day I made two attempts to contact Loancare through their online systems, first by using their contact form, then by using their document request system. There has not been a reply via these messages so I called again today XX/XX/XXXX and spoke to a representative. The representative said they could not take a principal payment greater than 20 %. I explained that I was aware that my mortgage does not have a prepayment penalty and in my opinion by denying a principal payment greater than 20 % Loancare was effectively generating interest revenue on the principal that should have been paid off if they were not restricting payments. The representative put me on hold while she contacted their supervisor and came back to inform me that her supervisor could not take the payment as a whole, but would call me back and may be able to split the payment into two parts. I'm assuming this will go ahead, but overall I think that this company is operating a practice that tends to hinder principal payments and results in unfair revenue gain for them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/20 Loancare processed a duplicate mortgage payment in my XXXX brokerage account. The charge was for {$1400.00} which is my correct monthly mortgage payment. Details of the transaction are as follows " XX/XX/20 DIRECT DEBIT LOANCARE SERV MTG PYMT {$1400.00} '' Tracer # is : XXXX. I had already made my mortgage payment of {$1400.00} through another bank on XX/XX/20. Loancare has been contacted over 5 times by phone and 9 times by e-mail/message on this issue and they refuse to acknowledge the payment or respond in any way. I would like loancare to return the payment plus interest or credit the payment to my account as of XX/XX/20. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: THIS IS NOT A DUPLICATE >> DO NOT CLOSE AS A DUPLICATE as you have to provide the supporting calculation requested! It is a LOANCARE ERROR that they closed the prior CFPB complaint as a duplicate when it was NOT a duplicate. LOANCARE responded to the CFPB on XX/XX/2021 stating this " The second lien has no interest and will be forgiven if you comply with the terms in the note. The two balances are combined on your billing statement but you are only paying interest on the first lien '' -- -n HOWEVER, LOANCARE provided no supporting calculations to support their statement. Please provide the supporting calculation that shows you are only charging interest in the Note XXXX and not the 2nd lien Note 's XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello - My name is XXXX XXXX. I have been with My Loan Care since XXXX and it is always an issue with this servicer. They purchased my loan a few years ago and I was originally with XXXX. They constantly causes my insurance to lapse due to their lax policies on payments and this was an issue last year and an issue again. What can I do to prevent this from reoccuring or can I switch to another servicer since this is a Fannie Mae loan? I have asked on numerous occassions to remove PMI as I have been paying that since XXXX or to modify the loan to a lower interest rate. They never respond to inquiries or anything. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My household had to apply for a forbearance plan due to a furlough. Once the forbearance period was set to end I opted to have all the missed payments added to the end of our mortgage for an extra 6 months of payments past the initial 30 year plan. I submitted on the website to go this route, sign and notarized paperwork to go this route, and yet despite that someone at LoanCare hit the wrong button and performed a completely unauthorized motion for us to go with a repayment plan instead of the loan deferral. I have called them 6+ times trying to take care of this until finally a supervisor today told me we are essentially stuck doing the unauthorized repayment plan despite there being notes in our account of approved claims for the deferral. I think they are trying to add a loan of missed payments to the end of our initial loan AND make us pay back what we missed during the forbearance as a way to double dip on a family that had unexpected financial troubles related to the pandemic. Now we can't even pay our normal what would have been due mortgage payment on XX/XX/XXXX because " their system is still processing ''. Well, it's been " processing '' for over 2 months now. They deserve to be sued into oblivion, I hope they go out of business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I HAVE A MORTGAGE LOAN WITH LOANCARE # XXXX. I HAVE MADE NUMEROUS COMPLAINTS ABOUT THE WRONG INFORMATION BEING ON THE LOAN. MY HUSBAND XXXX XXXX IS DECEASED AND I HAVE SENT THEM THE DEATH CERTIFICATE. I HAVE ALSO SENT A COPY OF THE DEED WHICH INCLUDES MY SON IN LAW XXXX XXXX. THE LOAN HAS 3 BORROWERS AND I NEED THE XXXX XXXX NAME REMOVED AND HAVE THE REMAIMING BORROWERS XXXX XXXX AND XXXX XXXX ON THE STATEMENTS FOR TAX PURPOSES. I HAVE STARTED CALLING LOANCARE FOR A FULL MONTH NOW AND STILL HAVE NOT GOT IT RESOLVED
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have never been late on my mortgage payment. In fact, I will have paid off a 30-year mortgage in 11 years ; I only have about {$4000.00} left to pay. Yet my loan, which was purchased from XXXX XXXX XXXX by XXXX, was subsequently turned over to LOANCARE, which states they are " attempting to collect a debt, '' as though I was behind or unwilling to pay. I was not notified by XXXX XXXX that my loan was being transferred, and if LOANCARE sent any information, I discarded it, as I was not applying for a loan or anticipating any " loan information. '' I first found out there was a problem when I tried to pay my XX/XX/XXXX payment to XXXX XXXX. I paid by phone, and for the XX/XX/XXXX payment, tried to pay online on XX/XX/XXXX. My complaint is two fold. ( 1 ) I was charged a NSF fee on the XX/XX/XXXX payment. This fee was added to my payment IMMEDIATELY upon making the payment ; it shows up on the payment confirmation statement. Neither the XXXX or XXXX payment was returned for NSF issues ; I had plenty of money in the bank. ( 2 ) When you try to call the number provided by XXXX XXXX for LOANCARE, XXXX, you can never talk to a human being. Do not be confused by the statements " if you wish to make a payment by phone or talk to a representative, push 1, '' because after pushing 1, you never get an opportunity to talk to a person. I tried all the options, and never can get a live person. Pushing 0, results in a message " you have pushed a wrong option '' and if you do that twice, the recording says " you have again pushed a wrong option, Goodbye. '' and hangs up. For something as important as servicing a mortgage payment, you should be able to speak to a person ; everything does not fit into their " fully automated phone system. '' There was no button to push for when " unwarranted charges were applied to my payment! ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74021
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX I had contacted XXXX XXXX XXXX XXXX XXXX who owns the master servicing rights to our loan ( LOANCARE , LLC ) through this email that I found on Yelp ( there are HUNDREDS of complaints from people ) XXXX An automatic response email said they will investigate this - but NO FOLLOW UP. We would like to receive our OVERPAYMENT of escrow money of {$930.00}. I attached 2 documents to prove this amount. Loancare , LLC has previously tried to take over {$2000.00} of our overpayment of escrow money in XXXX. You will see the complaints I had to write to CFPB to get it returned - at that time, they did not pay our homeowners insurance, tried to charge us for late fees, etc. Here we are again, and they did not return our escrow money like they said they would. I had to contact the CFPB to get them to pay our homeowners insurance ( 2nd year in a row ) on XXXX XXXX, XXXX. The day I complained to CFPB ( XXXX XXXX ) was ironically the same day our homeowners insurance was paid. Loancare LIES - they lie through their teeth!!!!! It is impossible to talk to an actual human being - being put on hold for HOURS, getting disconnected ( hung up on ) there's no direct email to contact anyone - their website will take you in circles with no actual email or contact page that works. It's only through the CFPB that anything will ever get done when problems occur. We would like the return of our {$930.00} overpayment of our XXXX escrow money now. Thank you CFPB for helping us - yet again - with this highly unethical, corrupt, dishonest loan predator.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A