Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been requesting a payof letter from my mortgage servicer, LoanCare, since XX/XX/XXXX ; it is now XX/XX/XXXX and they have passed the 7 business days allowed by federal law. My loan is current and I have never missed a payment on this mortgage or any account in my name. LoanCare is using deceptive practices and this should be resolved. The closing of the sale of my home is now in danger of being extended or altogether cancelled because of this companys negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a retired XXXX on a fixed income, and to put it bluntly, LoanCare LLC has on two separate occasions attempted to steal money from me through their systemic process of ignoring my wishes regarding how to allocate additional principal payments to my account. As it relates to mortgages, it is always to the benefit of the borrower to have the lowest principal balance possible, while it is to the benefit of the lender to keep that principal balance as high as possible. LoanCare as a matter of policy, procedure and practice has twice ignored my principal payment allocation directives to my detriment and to their benefit. In XX/XX/2020, I made an additional payment of {$10000.00} to LoanCare LLC. I sent the check, along with a letter directing them to use the funds for payment of principal ONLY. I told them that the funds were not to be used for any other purpose, including interest payments, advanced monthly payments, escrow or other costs and fees. They ignored my directions and improperly allocated the money to future payments and used a considerable portion of the funds toward interest and escrow payments, thereby deliberately reducing the amount of funds that could be used to reduce my principal balance. THEY DEFIED MY DIRECT REQUEST, BREACHING THEIR FIDUCIARY DUTY. THEIR ACTIONS WERE CLEARLY TO THEIR BENEFIT AND TO MY DETRIMENT. I had to call their customer service department to get their actions reversed and to get the total amount of my payment credited toward principal as I had directed. In XXXX of 2020, I sent in another additional payment XXXX {$5000.00} XXXX which was to be credited toward principal only. I have attached a copy of the check along with my letter of direction. I made it very clear, in no uncertain terms, what I wanted them to do with the funds, and what legal steps I would take if the ignored my wishes for a second time. They completely ignored my direction and once again made advanced payments with a large portion of the funds. Once again, they consciously acted to my detriment and to their benefit. A clear violation of their fiduciary duty. In addition, it is very possible, given their defiance of my clear directives, and the pattern of such behavior, that they have committed criminal acts as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We did not recieve our statement for XX/XX/XXXX. We contacted Loancare Llc to get them to resend a statement ( never arrived ) and get our loan number so we could make a payment. The payment for XX/XX/XXXX was made on XX/XX/XXXX. Once again we did not receive a statement for XXXX. We logged on to their website to make the payment. We were immediately shown that we were behind by one payment and that we needed to make a double payment to catch up. We made the double payment just to make sure there would not be any issues. I have attached screen shots of the emails and online account info to back this up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am sending in this complaint in hopes you will look into how Loancare is running there business I had put in a complaint before # XXXX which you ended up closing I believe because of lack of backup or proof in my first complaint. The reason I did not for that is first I had to learn how to scan to my computer so I could send you files. I also had to organize the mess Loancare has given to me. Being XXXX years old it is not easy for me to do, but in the long run I did learn to scan and got things somewhat organize. As of today I still have the exact same problems I had last XXXX. Late payment when I was never late ( # 2 A ) and an escrow account I never asked ( # 3A pg 1 and # 3 A pg2 ) for which they opened to try and make me pay insurance cost. I have had the same insurance company ( # 10 E ) when Loancare took over my mortgage. Both of these things I have given them proof of. There are few important thing I have dealt with with this company that makes me think they need to be looked into and are being dishonest. One is I am not the only person with problems with Loancare. On XXXX they have a page which has quite a few complaint. Another is they lie. They lied to you when they sent the XX/XX/2020 letter saying I never responded to their request. I am sending you proof that I did response to their request on XX/XX/2020. They also sent the same letter to the XXXX XXXX XXXX only changed the CFPB to XXXX. There is also the problem of them going back into my payment history record and changing things around. ( 3A pg 2 and 2 3B pg 1 and 2 ) They started saying I had no insurance on the property around the first of XX/XX/2020 and then later XXXX went back and put down I had no insurance the previous year. Please look into this companies practices. {$26.00} false late payment can add up to a lot of money when they charge it to a lot of different customers. You do not have to work to correct my situation. I feel somewhat confident I will win in any court. I do not want to go that route, but it looks like Loancare is leaving me no other chose. there are three recordings that the system would not let me send
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2021-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: LoanCare Mortgage Company reports late payments to the credit bureaus while I am in forbearance ( Covid 19 Cares Act Assistance ). I have waited over 90 days for LoanCare to approve my loan modification I submitted a loan modification in XXXX, instead they have delayed the process and continuously report me as late to the credit bureaus. This is negatively impacting my credit and is not true. I am not required to make a payment during the loan modification process so it should be reported as on time. Their website says that it will not be reported as late while you are in the loan modification process or while you are in forbearance. Furthermore, they are supposed to have underwritten the loan modification within 30 day and it has been much longer than that. Additionally, they have been reporting me as late WHILE in forbearance ( Covid 19 Cares Act Assistance ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Servicer did not pay property taxes for mortgage with escrow. Received a notice for {$5100.00} due including XXXX in penalties. Since I already funded the escrow, I do not also have an additional XXXX dollars to pay this a second time. It was not my mistake, they should pay the fee too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Long history! XXXX XXXX sold my mortgage to LoanCare, why I do not know. Our first recurring payment with LoanCare started XX/XX/XXXX. What a nightmare, theyre driving insane. The problem started XX/XX/XXXX when I sent them a check for {$25000.00} to be credited to the principal, I have done this before, it wasnt a problem then LoanCare took my monthly payment of {$2100.00} and deducted from the {$25000.00}, when the monthly payments are recurring payments. Since then LoanCare havent stop doing the recurrence payment to my bank. I really do not trust them I have tried for them to fix their mistake. Instead, I get numerous recording messages that Im behind in my mortgage + the late fee. XX/XX/XXXX sent a certified letter with history attachments to the corporate office As of today XXXX havent heard a thing. Plus I enclosed two checks for {$2100.00} each to pay for whatever they are claiming were behind, except for a late payment. I beg them to let me know how to set up my monthly payments. I just find out that LoanCare has reported to the credit bureau that we are on default of our loan, our credit report went down from XXXX to XXXX. I would like to hire a lawyer, but that will be extra spending that we dont want to incurred from the poor administration/record keeping of LoanCare. As I mentioned before I have talked to a supervisor on LoanCare, Mrs. XXXX, who pretended she didnt know what I was talking about very unhappy, and rude! I need advice/help what should I do next?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 we were given our " annual escrow account disclosure statement '', stating that we had an escrow surplus amount of {$2300.00} and a check would be mailed to us within 20 business days. However, the check for that amount never came. We received a check for {$390.00} dated XX/XX/2020 ( obviously not the amount of the escrow surplus ). We were still under the presumption that we would receive the remainder of the escrow surplus amount ( {$1900.00} ), but we never did. Beginning of XXXX I started calling LoanCare Servicing ( XXXX XXXX XXXX ) several times. I talked to one male individual on XX/XX/XXXX or XXXX. He said that he would get this taken care of and we should receive a check within the next several days. Instead, all we received was a photocopy of the check for {$390.00}. On XX/XX/XXXX, I called back to express continued concern that our issue has not been resolved as the customer service representative said it would be. On XX/XX/XXXX I spoke to a " supervisor '' who said that she was going to " escalate '' our concern and we should hear back from someone with a resolution. No one ever contacted us. On XX/XX/XXXX I spoke to XXXX ( " Manager '' ) - she said that the department that handles these types of complaints wasn't working at the time, but she was really concerned and wanted to make sure this issue got taken care of. She said she was going to work on our issue and touch base with whatever department needed to handle this issue and call me back by XXXX on XX/XX/XXXX. She also gave me her " direct line '', so I could contact her if needed. On XX/XX/XXXX, I received no call from XXXX, so I called her " direct line '' and received a message that the phone number doesn't work. On XX/XX/XXXX, I called and spoke to XXXX. She was initially going to do the same thing XXXX insisted she was going to do, however, I demanded that something be done about this issue immediately and to connect me with someone who will resolve this. XXXX connected me to XXXX ( " supervisor '' ) - XXXX assured us she could get this taken care of. She explained that our escrow analysis was totally wrong and she was requesting a new escrow analysis. She said the new escrow analysis will be completed within 7 days and mailed to our home. I confirmed this information with her, and she agreed - new escrow analysis, should take one week, and will be mailed to us at home. On XX/XX/XXXX, we still had not received ANY communication from them. So I went online and went to their " Online Document Ordering '' request form. I requested a copy of our new escrow analysis be sent to us immediately. I received an automatic reply email saying that our request was received and someone would be in touch with us shortly - our ticket number for this request is : XXXX. It is now XX/XX/XXXX, and we haven't received any reply from our request online or the request made over the phone. It has now been 9 months of the absolute worst communication we have ever had in regards to customer service and responding to requests. We still aren't sure where the escrow surplus went, as well as our new escrow analysis. We just want to get that done so we can refinance with a company who cares about their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I notified the lender of an error of what was being billed in my escrow account. The lender estimated my taxes at twice the amount. Also stated a payment was due to the tax company that did not exist. And also raised my monthly payment. I have spoken with several agents, and members of leadership to work to get this resolved. I also contacted my states county regarding the tax bill and it has been almost 30 days since my request was submitted to the mortgage company and the request has not been completed. When I call the company they feed me different stories and ultimately hang up without resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan account with loan care XXXX XXXX. XXXX XXXX XXXXXX/XX/XXXXXXXX, VA XXXX ). I have made all payments including escrows on time, however the company has not accounted for my escrow payment of {$690.00} made in the month of XX/XX/2019. They have sent me a short fall notice and increased the total payment this year. I have been trying to contact them but no one picks the phone and no response on multiple emails. I have had problems previously when they defaulted on my tax payments and I had to pay penalties on those. all my attempts to contact this company has been futile. I hope at CFPB there will be appropriate action taken against the company. Thanks, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A