Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Greetings, My mortgage loan originated on XX/XX/2020, with an Unpaid Principal Balance of {$230000.00}. However, LoanCare 's system shows that they have arbitrarily increased by UPB to well over $ XXXX ... Why? Why are you applying my payments to a higher UPB? Pull the Note and they can confirm the UPB. Please have my UPB updated correctly AND reapply ALL payments received and applied to the account thus far to the corrected UPB amount, with the correct effective date. Please request that they provide a formal response of their findings, and confirmation of the corrections. I have attempt to call their office to get this corrected ; however, the automated system leaves me on hold for long periods of time with no answer .... then hangs up on with. Attached is screenshot so you can see what I am seeing as well. Also- MY TAXES ARE PAST DUE from XX/XX/2020. When will they disburse for taxes ou of my escrow account?
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: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am having problems with my mortgage company ( LoanCare , LLC ). I always pay my mortgage with a money order and I never had any problems. In the month of XXXX, I sent as usual the payment via money order and via XXXX with tracking number for my security. To my surprise, they lost my money orders and I had to open a Credit Disputing case that was never resolved by them. I always send payment to their XXXX XXXX and according to the XXXX the money orders were delivered to their XXXX XXXX XXXX XX/XX/2020 at XXXX pm. When I realized after a few days that they had not applied the payment as they always do, I decided to call and they asked me to open a Credit Disputing case to do a search and submit to them proofs such as a copy of the original money orders sent, tracking number XXXX etc. I sent everything to them online ( copy of the original money orders and the XXXX receipt with tracking number ), where anyone can check the date the money orders were delivered to them. On the XXXX of XXXX, 2020 at XXXX pm. On the XXXX of XXXX, after opening a case on Credit Disputing, I received an email from them saying that my case had been referred to the credit department that analyzes these cases. On the XXXX of XXXX I decided to send an email again online to their credit department because they had not told me anything else. That same day when I spoke to a supervisor named XXXX, she said that I was not to worry that they would not report anything to the credit companies as it was a problem caused by them. To my surprise, I received a notification from CreditWise ( XXXX XXXX ), saying that they ( Loan Care ) had reported negatively as Delinquent Alert. My credit, which was almost 800 for a long time, dropped to XXXX. It was a disaster in my life as I was about to refinance my other home and I couldn't. I have XXXX small children and I was desperate with this situation. I always paid my bills on time. On XX/XX/XXXX, when trying to pay the XXXX mortgage, their system was forcing me to pay the XXXX mortgage that was lost by them, so I had no other choice and ended up paying the amount of {$4300.00} ( referring to XXXX and XXXX ). It was a loss, as we are in a pandemic and they have never had any compassion to solve this problem that was caused by them. On the XXXX of XXXX I received an email from them saying that my case had been reviewed and completed. During these periods I was constantly calling them to follow up and talking to supervisors at the top time. At the beginning of XXXX, I spoke with another supervisor who told me that they were going to fix this problem and that everything would be solved by XX/XX/XXXX. To my surprise, on XX/XX/XXXX I received the same email that I received on XX/XX/XXXX just saying the same thing, that my case had been reviewed and completed. For several times that I called and spoke with representatives and especially supervisors, they always said that they recognized that they received the payment in time but that due to some problem that they can not say what it is, the money orders were not found. After waiting almost 60 days, I was advised by one of the supervisors to lose a refund to XXXX as they did not find my money orders that were delivered to their XXXX XXXX . I had to wait almost 30 days to receive a refund from XXXX. Today, XX/XX/XXXX, I called to follow up on my case and to my surprise another supervisor called XXXX, told me that my case was closed on XX/XX/XXXX and that the department that was analyzing it decided to their favor and not mine. Be very indignant because I spent 2 months waiting to fix the problem with my credit and in the end they did nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01960
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I have paid off the mortage to Loancare company. This company is not issuing me a Lien release letter even after the loan is paid it off. This was paid off in XXXX this year. They said they have mailed it out but my Town Clerk, they have not received yet. I have been calling up them for last 3 months and till date they have not issued the letter. I have even told them I shall pay for the mailing charges and I want them to send by priority mail so that I can track the mail. I have called and emailed them with no use. I still dont understand what is stopping them to issue the Lien release letter even after been paid in full. I request you to kindly talk to them and even before raising this complaint I told them about 3 weeks ago that if they dont send it I will be reporting this to you. Even that didnt make any difference to them I suppose! Hoping you can reslove this issue for me. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Closed on loan # XXXX Loan Care on XX/XX/2020. Failed to file mortgage discharge with the recorder of deeds for 109 days. Had a shell company file the mortgage discharge - called " XXXX XXXX XXXX '' from a branch in XXXX Washington, whose corporate address is in XXXX Colorado. Per RI General law 34-26 they owe the state of RI a {$50.00} penalty and {$5.00} per day after 30 days of not filing for a total of {$440.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After multiple attempts by mail and phone requesting they pay my home insurance which is included in my escrow ( {$2600.00} current balance XX/XX/20 ) my insurer is threatening cancellation and late fees are accumulating. this is the second time this has happened in the last 7 years which took me almost three months to be reimbursed by the servicing company. I need the insurance paid, all additional charges removed, my credit record corrected if needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This company is the only one that has messed up my credit report for their mistakes Loan Care / XXXX XXXX Start of issues when Loan Care took over our home loan. I make my payments anywhere from the XXXX to the XXXX of the month before it is due. I was told this would not be a problem. ( I am only on Social Security so I can not keep the money in my account as it would be used up unintentionally. ) XXXX - @ XXXX - XXXX I had received a late notice and they put it to the change in providers and would take care of it. I had received another notification of lack of payment and called : XXXX - @ XXXX and spoke with XXXX about it and she said that there was a missing XXXX payment. I let her know that the payment had cleared my account month ago. Sent an email of the two ( 2 ) statements and she found that it had been put into the wrong account and that I had not changed the to the new number ... I had changed it all as soon as I received the notification of the new company with my home loan. Went through and deleted and re-imputed the same information with her on the phone. It was to have been all taken care of. XXXX - @ XXXX - XXXX XXXX I had received Another late notice ) found AGAIN that it had been put into the wrong account ... how I do not know so deleted the same information and re-input with her on the phone the account number it was to go to ... which is STILL the same one I had been using. She said she would take care of it being late. XXXX - @ XXXX - XXXX did not know so transferred me to the supervisor XXXX he said that the last call process had not been completed in XXXX by XXXX and was not under the proper format so accounting disregarded it. He said he was reworking this and would call me back in several days ... of course, I did not receive a call back but for some reason this is all my fault have been punished and cost me respect and the ability to deal with monetary issues that I have worked hard to have at my disposal. I had my hands full with my XXXX and her XXXX, selling her home and moving her so had not time to babysit what they were doing just kept making the mortgage payments. ( My mothers in an XXXX and now I can not afford to keep her there until medicaid goes through or my credit is repaired )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98001
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am disputing the reported delinquency regarding the XX/XX/XXXX payment that was reported as delinquent on loan, XXXX. I just spoke with XXXX XXXX XXXX XXXX XXXX XXXX representative, XXXX, regarding the delinquency that was reported to the credit bureaus. She read through the notes of the previous calls that I made to customer service. I called customer service in XXXX and XXXX of XXXX. During the initial calls, there was never any mention of a required payment before the mortgage payments were transferred to the new servicer XXXX XXXX XXXX XXXX XXXX. I was never made aware of the delinquency. I did however verbally complain, siting the same regulations, and have yet to have the correct made or receive an apology. My mortgage payments were initial setup through your company. When I received the notice of transfer, I went to the XXXX site and the account was already showing on the dashboard. The next payment was due XX/XX/XXXX. I have attached the transaction history and proof of payment on both loans to USB. I spoke with XXXX, customer service rep for XXXX, and he stated that both loans show an acquisition date of XX/XX/XXXX. Every payment since then has gone to XXXX. As you can see in the enclosed attachments, my first and second mortgage were initially servicing by XXXX. The first mortgage lists the delinquency. The second mortgage however does not show as delinquent. It lists that it was closed on XX/XX/XXXX and my last payment to XXXX was on XX/XX/XXXX. While reviewing my credit report on XX/XX/XXXX, I noticed the negative or adverse reporting made by XXXX. I immediately contact XXXX to dispute the incorrect reporting, and will be contacting the other 2 today, XX/XX/XXXX. I then contacted XXXX. There is no record of my previous complaint, nor was there a written response/resolution. I closed on my home on XX/XX/XXXX. My first payment for account XXXX, was due XX/XX/XXXX. I made XXXX payment to XXXX : {$920.00} first mortgage {$84.00} second mortgage web payment from XXXX to XXXX XX/XX/XXXX. The enclosure from XXXX shows that XXXX reported XXXX XXXX as delinquent on XX/XX/XXXX. I would love to know how and why, XXXX is reporting XXXX, XXXX, and XXXX as Pays as XXXX. And then shows delinquent on XXXX payment. Especially when the account for XXXX, XXXX shows Pays as XXXX. I received a notice of transfer and all subsequent payments have been made to XXXX : {$920.00} first mortgage {$84.00} second mortgage web payment from XXXX to XXXX XX/XX/XXXX. The following regulations have been violated : FCRA, RESPA, FDCPA, TILA, & UDAAP. By the end of the day I will submit disputes with all three credit bureaus. I have also contacted Results Mortgage to let them know about their 3rd party vendor. Perhaps they will be reviewing their contract with XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan at XXXX is in the process of being transferred to Loancare, LLC/XXXX According to XXXX, the effective date of transfer is XX/XX/XXXX According to Loancare, the effective date of transfer is XX/XX/XXXX. I have already made my XX/XX/XXXX and XX/XX/XXXX loan payments to XXXX as of XXXX XX/XX/XXXX and XXXX XX/XX/XXXX respectively along with additional {$600.00} principal amount for each of those two payments. Loancare has been making daily phone calls to me including on weekends asking me to call back and when I do they say I am late on my XXXX payment. These calls are now turning into a daily harassment with no way for me to turn them off. I have requested XXXX already to expedite the transfer of my payments : however since they appear to disagree on the transfer date of the loan XXXX XXXX XXXX XXXX versus XXXX XX/XX/XXXX seen by Loancare ), they are not in a position to help out either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07076
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Submitted 2020 real taxes ( school ) to the mortgage company ( Loancare , LLC ) in XXXX of 2020 to be paid out of escrow account ( fully funded ). Received notice from my city school district in XXXX 2020, stating the taxes had not been paid and missed the discount period had they been paid by XXXX ( now {$100.00} more ). I first contacted Loancare , LLC in XXXX after receiving this notice. If the taxes were not paid by XXXX/XXXX/20, I would receive a 10 % penalty on the amount ( now {$500.00} more ). I have called Loancare , LLC every week since then to try to get these taxes paid, again out of the escrow account that is full funded. It is now XX/XX/XXXX20 and I still can not get these paid out my account and the city has indicated they will submit this matter to collections if not received by the end of the year. Every time I call Loancare , LLC, I am put on hold or passed around to " supervisors '' who tell me someone will call me back. I can only assume they are stealing the interest being earned on my escrow account and have no reason to pay my bills in accordance with the time required. I have called probably close to 20 times to get this matter addressed, each time with it being escalated without any resolution. My mortgage is current and I have provided all documentation required to resolve this issue, but they continue to hold my escrow account hostage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18017
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: What would be fair is to re-modify the loan and do what is right. Loancare, your are getting your money, plus some. Give back the {$30000.00} ( number not exact ) After the 30 years I will pay {>= $1,000,000} Plus, what I already paid, the first 2 years. Please fix this, I am asking you from the bottom of my heart. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A