Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our complaint is with XXXX/Loancare. On XX/XX/2020 we refinance our mortgage from Loancare to a different lender. On XX/XX/XXXX we sold our home. It was brought to our attention that we still had a title lien from Loancare pending in addition to our current lender. On XX/XX/XXXX, I phoned Loancare and they said they submitted the lien release on XX/XX/XXXX and that the countXXXX had 120 days to process the lien ( at that point I was 97 days out ) and that I should check back on XX/XX/XXXX. I phoned XX/XX/XXXX and inquired about the process, they said Its still isn't released, I advised I had a closing on the XXXX and that I need to be notified. This customer service agent didn't seem to know what's going on. Our title specialist called the county to verify no pending titles were outstanding. The county had no paperwork of my title release. I called again on XX/XX/XXXX, they told me there is a date of XX/XX/XXXX that it should show by XXXX. I stressed that I have a pending sale/closing on XX/XX/XXXX and I need this resolution asap. I was told that a manager would call me. No manager called. I received an email that my complaint has been escalated. I called on XX/XX/XXXX, still no release of title lean. I spoke to a manager called XXXX XXXX out of XXXX. He said he will escalate my complaint, issue me a verification letter and a copy of the release. No one called me. Called on XX/XX/XXXX, spoke with manager, XXXX, who put in an escalation request and stated there was no one else above her I could speak with, I couldn't get transferred to anyone in the escalation department cause they don't seem to have access to a phone. So I am to wait for someone to call me. No one called. Called today, XX/XX/XXXX, spoke to another manager, who stated that the release is scheduled on XX/XX/XXXX. I have a XXXX balance with Loancare and they have neglected to file my lien release, in a timely and professional manner. They have held up the sale of my home. No company should have that kind of control. Completely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I realized that the mortgage payments I made in the last few months on a loan serviced by LoanCare LLC had not been applied to my account when I received a letter from LoanCare LLC saying that my account was delinquent. However, I have been making payments in the same manner through electronic transfer via my bank, XXXX XXXX, for many years. I have bank statements showing that the monthly payments were withdrawn from my account on the days listed below. Previous statements can also be referenced to demonstrate consistency in the way the payments were sent to LoanCare. The statements show payments of {$950.00} on : XX/XX/2020 XX/XX/2020 XX/XX/2020 XX/XX/2020 A payment was made XX/XX/2020, but a statement is not yet available for this month from my bank. XXXX XXXX representatives confirmed that these payments were sent to LoanCare LLC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As part of the CARES Act, I requested to have my mortgage payments postposed due to impacts from the Corona virus. I was in forbearance starting in XXXX but was still making partial payments when I could. In XXXX, I notified LoanCare that I was able to remain normal payments and applied for a partial claim. I was approved for {$2200.00}, which is essentially 2 months worth of payments. I got the documents they requested notarized and sent back w/in 30 days, like they requested. I was advised on XX/XX/XXXX that the partial claim was approved and the {$2200.00} would be applied and my next payment would be due XXXX XXXX, XXXX. I made my XXXX payment on XX/XX/XXXX for {$1100.00}. This is when I started to get notices that my account was past due, so I called and Customer Service told me that everything was ok and to disregard the notices. It may take 30 days for the partial claim to update. I continuously checked my account and the {$2200.00} that was approved for the partial claim was never applied to my account. I called weekly, sometimes twice a week and was told the same thing, " Check back next week. '' " It is still processing. '' At this time, it is well past 30 days from when I was approved for the partial claim and my account was still not updated. I decided to make my XXXX payment early on XX/XX/XXXX because I was advise by multiple reps that my next payment was due on XX/XX/XXXX. I make all my mortgage payments early. XXXX comes around and I make my XXXX payment on XX/XX/XXXX for {$1100.00}, which included a late fee of {$27.00}. I was told that I would not be accessed any late fee 's while technically still in the " forbearance period. '' I called on XX/XX/XXXX and requested to have a call back from a Supervisor. XXXX ( XXXX XXXX from Arizona ) called me back and told me that he will investigate and call me back. He said he would call me back by XX/XX/XXXX, before XXXX. Never received a call back. I call back on XX/XX/XXXX and spoke to XXXX. He was finally able to tell me that because I made my XXXX payment in XXXX it threw their system off and therefore I would have to call back and speak to someone in Loss Mitigation. The dept was closed during the time I called. All this time in between, I received over 10 correspondence about my account being past due and in jeopardy of foreclosure if I did not make a payment of {$2200.00}, the amount my partial claim was approved for and each and every rep that I spoke to told me the same thing, still processing. I call back on XX/XX/XXXX and talk to XXXX in Loss Mitigation. She tells me that she see 's the issue and spoke with her Supervisor who submitted a ticket to escalate the problem and get the partial claim applied to my account and to apply it for XXXX and XXXX because the payments that I made in XXXX and XXXX, which should have been for XXXX & XXXX, are applying to XXXX & XXXX payments and my next payment will be due XX/XX/XXXX. She tells me they will get the partial claim applied for XXXX & XXXX so it will bring me current, even thought I'm technically not late. She advises me to call ack on Friday, XX/XX/XXXX b/c it typically take about 4 business days to complete an escalated ticket. I call back on Friday and spoke with XXXX. She tells me that the ticket is still open and it looks like there was no activity as far as anyone working on the escalated ticket and she submits another escalation. Again, I was advised to call back the following week. I call on XX/XX/XXXX and spoke to XXXX. She again tells me that the escalation ticket that was only supposed to take 4 days is still open and this time she has emailed a Supervisor in Loss Mitigation to try and get this issue corrected and the partial claim amount applied to my accounts b/c at this time, it is still showing 2 months past due. And again, to call back in a week. So here I am, another week later and still NO resolution. My account is still showing past due and the certified letter stated that if I do not bring my account current by XX/XX/XXXX, I will go into foreclosure. I have never been in a situation where I've been given the run around for so long, months! It has been over 2 months, countless phone calls and still no solution. To get multiple letters stating that I will go into foreclosure if I do not make a payment that my mortgage company was supposed to apply to my account and correct is very frightening, especially when I have a family that I provide for during this unprecedented time. The lack of follow up and willingness of representatives that I have spoken to is unreal. Where is the service to the customer? Why have I been told from a Supervisor that he will look into the issue and call me back but there was never any follow up. Why hasn't anyone taken initiative to follow through? I am very disappointed in the unprofessionalism and lack of service I have been given.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49548
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Effective XX/XX/XXXX my mortgage company XXXX XXXX XXXX XXXX was purchased by LoanCare , LLC. With XXXX XXXX my due date was the XXXX of every month and considered late after the XXXX of each month. In XXXX & XXXX of XXXX I was charged fees for late payment, however both payments were made and posted before the XXXX of each month. I recently heard through an employee of FDIC that mortgage companies can not assess those type of fees on assumed loans with out the proper notification to the home owner. So, I reached out to my " new '' mortgage company XX/XX/XXXX requesting a refund of the {$15.00} assessed late fees ( {$5.00} in XXXX & {$10.00} in XXXX XXXX. In response to my complaint I received an emailed copy of their payment fee schedule they took from their website showing the following information : On or before your due date No fee 1-4 days after due date No fee 5-9 days after due date {$5.00} 10 days or more after due date {$10.00} Over the automated system is {$12.00} at any time. All loan payments made with a live agent will be assessed a {$15.00} fee regardless of the date of payment. In the original paperwork I received about the transfer of mortgage companies there was nothing highlighted or printed in bold describing the change to my new mortgage payment schedule nor did I sign any document showing I was aware of the LoanCare 's payment fee policy. I feel this company 's practices are both deceptive and unfair. They clearly did not address my refund request and overall I feel taken advantage of by LoanCare , LLC. I understand that it is only {$15.00} but I can't imagine how much money they have made by taking advantage of former XXXX XXXX customers who didn't speak out about this deceptive practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is the fifth time this year I have submitted a request for them to fix the incorrect amount that they continue to report to the credit bureau. The first three times, the fixed the issue though the fourth time they did not and once again this month they reported the incorrect loan balance due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Purchased home XX/XX/2020 mortgage through XXXX home loans. First payment XX/XX/2020 XXXX made online to XXXX on XX/XX/2020. Second payment due XX/XX/2020 XXXX made again online to XXXX on XX/XX/2020. Received a letter on XX/XX/2020 from Loan Care stating my loan had been transferred from XXXX to Loan care as of XX/XX/2020. Any payments prior to XX/XX/2020 could still be made to XXXX loans. I made my payment correctly to the letter received attachment included. XX/XX/2020 received a letter from loan care stating i am deliquent on my XXXX payment. Called loan care customer service 7 times in XXXX stating i have proof XXXX bank statements XXXX showing XXXX to XXXX sent to loancare on XX/XX/2020 XXXX call to XXXX. loan care rep stated would escalate this again to a supervisor to allow 7 days. Called XXXX loans and was sent payment history showing payment made for XXXX. XX/XX/2020 seen no change on loancare.com for payment being behind. Called loancare customer service was told by rep payment received XX/XX/2020 was applied to XXXX and was behind. Stated once again invalid sent in bank statement showing payment taken XX/XX/2020 to XXXX home loans hard posted XX/XX/2020. Loan care rep stated nothing can be done with my principal payment XXXX in unapplied payment because did.not know.where it needed to go. I set up a 3 way call with XXXX loans and loancare on XX/XX/2020 XXXX XXXX rep stated to loan care rep XXXX payment was applied on XX/XX/2020 and was included in the payoff transfer amount given to loan care in amount.of XXXX. XXXX stated would XXXX follow up with supervisor allow 7 days. Today XX/XX/2020 received email from XXXX stating my bank statement for XX/XX/2020 payment of XXXX to XXXX loans hard posted XX/XX/2020 was not sufficient proof of payment. Submitted today XX/XX/2020 XXXX XXXX payment history to payment XXXX called loancare again asking for follow up. Rep stated again no reflection of payment showing and still behind. I asked to spean to the supervisor. Was told supervisor would give me a follow up call after XXXX XXXX-XXXX because of my work schedule. No call received. Loan care rep just states i have respa protection for this. It has been 30days and no resolution. I have once again reached out to XXXX XXXX spoke with the orginal mortgage lender for my loan and was told this would be taken care of. I am frustrated and stressed out and do not want this to reflect on my credit score. I made my payments have proof and want loancare to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49201
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, Loan care, LLC received a partial payment which was applied to principle only opposed to the regular payment, when I proceeded to make a following payment due to COVID-19 and worried I would not be able to pay, which was processed on XX/XX/2020. This was again processed incorrectly. Fast forward to XX/XX/2020 when yet another payment was misapplied to principle only. I got first " past due '' letter in XXXX, I called the same day it was received to have this corrected, due to this being an issue in XXXX which I believed was corrected only to have the exact same problem 24 hours later, Which I was not aware of. I have been trying to rectify this issue for two months and now they are stating that they can not go back and correct this because it has been longer than 6 months since original transaction. They are now reporting that I have a past due payment when I have paid for XXXX and XXXX leaving my next payment for XXXX, which has completely tanked my credit, one dropped 119 points and the other 121 points. I have filed a dispute with Loan Care, LLC along with the 3 major reporting entities, however, they refuse to correct this issue with the misapplication of the payment. This is not only a major issue with their policy and their lack of customer service, but it is negatively affecting my credit without any real grounds. They have the payments ; they refuse to correct this issue and they expect me to come up with two months mortgage in one month when I am already living check to check due to being unemployed because of COVID-19. I want this issue to be corrected and for these individuals to treat their customers like human beings, one call or e-mail could have prevented this from happening. This has caused hours of phones calls, extreme XXXX, XXXX, XXXX, and XXXX along with triggering my ongoing battle with XXXX, which has made it impossible to find employment. I have attached a spreadsheet that clearly shows the misapplication highlighted in red. On the far left is my billing information when it was sent out, cleared, etc. and to the right shows when Loan Care, LLC received the payment, how the payment was applied incorrectly and the month it should have been applied to. I am happy to walk someone through this if needed, I just need this issue fixed immediately, due to my declining health over this situation. I have been extremely patient with the employees, but this is unacceptable behavior and treatment from a company. Loan Care, LLC acquired my loan, I did not seek them out and never had this issue with the previous company, which was XXXX. I want the billing to be corrected along with my credit being completely restored to its prior score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously filed a complaint with the CFPB against the company LoanCare -- please see complaint # XXXX. I am now filing a new complaint because in their XX/XX/XXXX response letter ( sent via the CFPB portal ) to the previous CFPB complaint, they have made several statements that are not true. 1 ) The XX/XX/XXXX response letter states that " according to our records, you were offered a three month forbearance plan beginning XX/XX/XXXX and ending XX/XX/XXXX. '' This statement is not correct -- our written forbearance agreement expires XX/XX/20. 2 ) The XX/XX/XXXX letter further states that when " processing the deferral of your payments, the system is only going the defer the total amount due at that time. '' When we initially discussed the deferral on the phone with LoanCare, we clearly discussed deferring the entire time period of the forbearance. The terms of the written agreement are different than the terms we agreed to on the phone. We have been trying to correct this ever since we received the written agreement. 3 ) The XX/XX/XXXX letter further states " when you make a mortgage payment, it is applied to the most delinquent payment due in accordance with your mortgage documents. '' Our written forbearance agreement and verbal deferment agreement includes the month of XXXX -- LoanCare has been mis-applying our payments since then. Please know that LoanCare has not executed their written agreement according to the terms they agreed on via telephone, they are misreporting credit information, applying payments incorrectly, and have made untruthful statements in their response letter to the CFPB. I have previously emailed copies of the documents in question, but let me know if you have questions or need further information. Thank you XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I have had a lot of problems with Loan Care / XXXX XXXX XXXX. I have tried calling them, sending letters and emails - however they do not work. LoanCare has lied to us in XX/XX/XXXX about paying our home insurance and tried taking almost {$2000.00} of our escrow money. Once I contacted the CFPB, you stepped in and helped. I've already reached out to you last month because our escrow account was getting deleted again without explanation. Loan Care has claimed they paid our home insurance on XX/XX/XXXX and took the funds out of our escrow account. However, they are not being honest. I received this email from LoanCare on XX/XX/XXXX : Your loan number is XXXX. The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : ( {$480.00} ) Disbursement Description : Hazard / Homeowner Insurance Please go to XXXX for further detail, or submit any inquiries via the Contact Us page. To unsubscribe from this email, please go to the Update Notifications page under the My Profile menu of the website, or email XXXX to be removed. If you have any questions about your account or need assistance, please email us at XXXX. NMLS # XXXX *****So I emailed XXXX saying this : XX/XX/XXXX You had sent me this email on XX/XX/XXXX : Your loan number is XXXX. The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : ( {$480.00} ) Disbursement Description : Hazard / Homeowner Insurance NMLS # XXXX However, I have been in contact with our home insurance provider since XXXX and asked them to notify me when they get paid. I received this email today - they did NOT receive payment. ( last year we were lied to 3 times about paying our home insurance ) Not only did we receive this email but a letter came from XXXX XXXX. saying they did not receive payment. PLEASE PAY THEM TODAY. Here is the email I received : Hello, Your policy renews on XX/XX/XXXX. It may be early, however, I am following up with you. Please call the mortgage company to verify they are sending payment for the policy. Thank you for your business and have a great day! XXXX XXXX Multi-product Agent Associate XXXX XXXX XXXX Fax : XXXX XXXX ONCE I EMAILED XXXX THIS IS WHAT WAS SENT BACK TO ME : Thank you for contacting us! This email address is no longer being monitored. If you are a customer, please log into our website and submit your request using the self-service options. ( WHICH ALSO DO NOT WORK!!!!! ) *****Their emails do not work, there is no area on their website to get help and they hang up when you call. It is set up so you can not resolve issues. PLEASE PLEASE PLEASE shut them down. HORRIBLE mortgage crooks.
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: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I submitted documentation from my County tax accessor and the VA to My Loan Care property mortgage company, showing I am a 100 % service connected VA and that I am exempt from taxes. Since that time I have called repeatedly I am told each time that my information has been received and that someone will contact me. This has yet to happen. I have spoken to supervisors, Ive tried to complain through this company, all to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A