Date Received: 2020-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At the end of XXXX I contacted my mortgage company to take my home out of the COVID-19 forbearance that it was in. I had to contact the VA to get assistance due to the lack of response from LoanCare. The VA told me to ask for a disaster modification because the process did not require completing an application and would accomplish the same thing. This was requested at the end of XXXX. LoanCare states they mailed documents to my home in the middle of XXXX about the terms of the agreement. My payments were supposed to begin on XX/XX/2020 therefore I contacted my mortgage company AGAIN the first week of XXXX. They said they would email the documents. I waited on hold for ten minutes and was told the documents would be emailed shortly. I still have not received the documents by mail or email although this process was started nearing two months ago. As a Veteran I worry they are just trying to get me to default on my mortgage and take my home. I am not sure where to turn as I am ready to make my new monthly payment but since I have not officially signed the new agreement I have been advised by multiple customer service reps not to send payment as it will only be applied to the past due balance that is supposed to be moved to the end due to this modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83404
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX. My husband XXXX XXXX XXXX XXXX XXXX and I have had a mortgage loan with LoanCare since XX/XX/2020. We always make our payment via their online service. We have not had any issues making our payment up until XX/XX/2020. On XX/XX/XXXX, I made our payment as usual. I monitor our account very closely. On XX/XX/XXXX, I noticed our payment still had not come out. I logged onto our myloancare account and noticed they had charged us a late fee and a bad check fee. I made a call to their customer service and spoke with a gentlemen ( ID # XXXX ). I explained to him that I was concerned that our account was being charged these fees in error as to we had the money in our account. We went over the my bank account and routing numbers. He said that it appeared my account number was missing a leading 0. Sidenote : I have never entered the leading 0 on previous payments. He told me everything matches up that was the only thing he could see that may cause an issue. I told him to add the zero and run the payment again. XX/XX/XXXX, I again noticed my payment had not been processed and loancare was again charging me with fees. I spoke with a woman ( ID # XXXX ), I explained everything to her and she pulled up my account. We reviewed all numbers again. There were no issues and she said that the issue has to be on my bank 's side. I called and spoke to a man named XXXX and a woman named XXXX at my bank. He pulled my account and told me there was no evidence of an attempt on my bank account from loancare and that there were no bad check fees on my account. On XX/XX/XXXX, I call loancare again and spoke with XXXX. I again had to explain everything to her and how I have the money in my account, i shouldn't be charged bad checks fees and that I needed something done. Somehow they dropped my call which is extremely frustrating after having spoke with so many different people and all i want to do is pay my mortgage. I called back and finally was sent to the manger, XXXX. I expressed my frustration and the issues i was having with trying to pay my mortgage. We again went over my account and routing numbers. She noticed the last person who put my payment through typed the number incorrectly. She corrected the issue and ran the payment through. Today, I check my loan account and realize again the payment has not been taken out and they are again trying to charge me fees. I am beyond annoyed and irritated now. I don't understand what is going on. I have had no issues before. ALL I WANT TO DO IS MAKE MY PAYMENTS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: hi, My loan number is XXXX with loan care company. i saw my credit report they add one late payment on my credit .Please check the atachment, on page 8 they add late payment on XXXX XXXX.But i was paid off loan on XXXX .bcz i sold house in XXXX .i was signed escrow papers on XXXX XXXX.loan care inc mess up my credit.I request them many many time please remove these late payments from my credit, But its still on my record.I am trying to refinance my home.They want clearance letter from them about this late payment.But after two months still my credit is same>please help me Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95828
Submitted Via: Web
Date Sent: 2020-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX & XX/XX/XXXX First notices from the local school district tax office and county tax office that our XXXX real estate/school taxes were not paid. This was news to us since we put money into an escrow account to pay them and then send them the bill in the summer. We did not have any issues from XXXX but our mortgage loan servicer has changed numerous times. XX/XX/XXXX First contacted the school district tax office to inquire about our notices. First contacted the mortgage company to inquire about the tax notice from the school district. Company began " investigation '' into locating a check sent from our escrow account for the incorrect amount of {$1700.00} to an outdated tax address. Company told us they needed to wait to cut a new check until the old one was found. We gave the company the new tax address and new total amount due as of as of XX/XX/XXXX for {$2200.00}. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Now-delinquent XXXX real estate tax bill for {$3500.00} ( interest and fees accrued ) gets transferred to XXXX County Tax Claim Bureau who sends us a bill. We call the company and attempt to send them the bill via secure online email form. XX/XX/XXXX Notice of Return and Claim sent to us for {$3600.00} in unpaid XXXX real estate taxes. Company has us overnight mail copies of all tax correspondence to their office. Letter included listing all actions taken up to this point with correct tax address and recent bill amount. Phone call reveals that our escrow funds are being used to pay a bill with an incorrect Parcel Number. XX/XX/XXXX We received an email that we had an escrow dispersal for the same incorrect amount of {$1700.00} that was made last year. XX/XX/XXXX Tax sale canceled per court order but bill now {$3700.00} and still unpaid. Call to the company requires us to get on the phone on the other line to the XXXX County Tax Claim Bureau to figure out the total owed and where to send it. XX/XX/XXXX We received a check for over {$740.00} labeled " disbursement clearing '' ( I guess the extra money they were charging us for escrow this year ). XX/XX/XXXX I looked up my property on the Tax Claim Bureau website and see that the XXXX taxes are still unpaid despite many phone calls, emails and letters to the company. In the meantime, we received a notice that XXXX taxes are also now unpaid for the amount of {$2200.00}. Even during Covid, we did not stop paying our mortgage and therefore putting money in the escrow accounts needed to pay these bills. There is absolutely no reason these bills should not have been paid in full and on time. We have given the company all the information they needed and more to correct their errors and we are still receiving notices that nothing has been fixed. We really do not want to lose our home to a company that can not communicate with their customers or fix their mistakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17545
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the COVID-19 crisis, my employer cut my income by 25 % starting in XX/XX/2020. I placed my mortgage in forebearance as allowed on under the law. My full pay was restored in XX/XX/2020. Since that time, I have made {$11000.00} in catch up payments and currently am not in default for my XX/XX/2020 payment. Despite this fact, LoanCare, XXXX XXXX XXXX, falsely reported on XX/XX/2020 to the the credit bureaus that I am delinquent. I called on XX/XX/2020 and explained that the reporting is a mistake. I spoke with XXXX ( ID XXXX ) and she spoke with her manager, XXXX XXXX ID XXXX XXXX who stated that they are placing the report to the credit bureaus under review but that there was nothing that they could do otherwise. The review takes thirty days. The problem is that I am scheduled to close on a refinance on my home by the end of XXXX. I would be grateful if the CFPB could remove this false delinquency from my credit report. I obtained a permitted forebearance under the law and made good faith payments to catch up the mortgage and am a victim of false credit reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77092
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in the process of refinancing my mortgage and the lender asked me to call my servicer ( loancare ) and ask them to pay the taxes due this month prior to closing on the refinance. I have written them through their website ( 4 times ) and spoke to customer service on the phone twice with no results. In addition to paying out the taxes due, I informed them that I received notification that my total tax payment has been reduced by XXXX county. They said they were never notified about the reduction, so I attached the document I received from the county to the emails I sent to them. When I check their website, the taxes are still listed at the higher amount, nothing has been fixed. I am losing patience as I would like to close at my new lower rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/20 I paid my mortgage with XXXX, loan number XXXX. On XX/XX/20 XXXX mail me a letter saying I would receive my over payment in ten business days. As of today, 20 business days later, I have not received my refund of {$860.00}. When I have talked to them, by phone, they have blamed the reason for not receiving my refund of over paid principle on the mail and the letter XXXX sent was not accurate and should not have been sent. When XXXX is collecting payments from the consumer the mail is not an acceptable excuse for not getting my payment to XXXX on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28803
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/2020 I was offfered forbearance plan by my lender loan care, I was informed over the phone snd by mail, email that I would not be charged fees or reported as late to credit bureaus. I continued to make payments and partial payments I submitted these bank records to XXXX and disputed the 7 -9 months late reporting as I never would have agreed to this if I had known they where dishonest in promising not to label me late if I entered into a forbearance plan now my credit score is ridiculous low because of this snd I cant qualify for a refi It is to there benefit that I am unable to obtain a lower interest rate than the 4.25 % I am locked in with them I feel deceived and frustrated and XXXX is ignoring my bank statements showing I made payments into XXXX How can I legally take action? 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: 92591
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The company I am filing the complaint about ( LOANCARE ) was the initial servicer of my newly refinanced mortgage. Prior to the due date of the first mortgage payment I received notice of a change to my servicer along with a request from the new servicer to make payments to them instead of LOANCARE. I contacted the new servicer by phone and received confirmation, so from the start ( approximately XX/XX/2020 ) my mortgage payments have gone to the new servicer. The problem is that LOANCARE continues to bill me on a monthly basis for the mortgage, and even though I have contacted by phone multiple time and by writing one time, they continue to bill me. Today I was notified that LOANCARE has placed a delinquency report with XXXX, so now my credit rating has been damaged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Complaint Number XXXX Hi this is a complain with the same mortgage company, and the company above, i sent all the documents required by the mortgage company to get a forbearance plan, in XXXX they told me that I was approved for a forbearance and they give me the 3 payments of {$1500.00} XXXX, XXXX and XXXX, they told me that they will send me a letter for the forbearance, but every-time I call they hang up or take a long time to answer, and hen they answer they told me that they sent the letter and later I call and they told me they dont know if I have a forbearance plan. they been giving me the run around and I dont where my account is, they dont know what kind of deferment or something. I called today and they told me it will take another 14 days to received a forbearance letter, I been hearing the same since XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A