Date Received: 2020-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Purchased my home on XX/XX/XXXX and my property taxes were included in the closing total for XXXX. After about 2 months the mortgage was sold to another company. I have been calling and sending the tax bills to them since XX/XX/XXXX and as of yesterday they still have not released payment from my escrow account. I have also reached the tax collector 's office and they assure me nothing has been paid. I also received a letter from the tax collector 's office on XX/XX/XXXX stating that if my taxes are not paid by XX/XX/XXXX my account will be considered delinquent and turned over to the county for collection with additional penalties and fees. I have called the mortgage company over 10 times and have send tax inquiries through their website 4 times and no one seems to be doing anything with my account. Any help is greatly appreciate it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is related to XXXX XXXX/Loan Cares abject failure to handle a simple matter of changing the deeded use on my property from two condominiums to a multi-family, which was confirmed by counsel at XXXX XXXX ( loan owner ), to be a simple matter that could have been handled expeditiously by XXXX XXXX/Loan Care. I formally complained to the Department of Business Regulation, Division of Banking in RI on this issue in XXXX of XXXX, the department is still investigating this complaint. In XXXX XXXX ' response to the Department of Business Regulation Division of Banking, RI, dated XX/XX/XXXX, XXXX XXXX lied to the Department stating that they " ordered '' an appraisal, which had been since been accomplished and XXXX XXXX was " waiting for the results ''. To the contrary, although after months of multiple and faceted attempts to get XXXX XXXX/Loan Care to advise on the process and to start the change of deeded use process ( reaching out to the federal government, hiring a lawyer etc., making multiple long telephone calls, filing complaints and sending demand letters etc. XXXX XXXX/Loan Care finally emailed and spoke to my counsel and I, ( XXXX ) and advised us that to proceed, I needed an appraisal from a XXXX XXXX/Loan Care approved appraiser, and that the change of deeded use could and would be handled on an expedited basis. We were told that the appraisal would be ordered, by XXXX XXXX/Loan Care, and that the appraiser would contact me via email to schedule. Despite many follow ups on my and my attorney 's part, the process on XXXX XXXX/Loan care had never even began. Counsel and I were told by XXXX XXXX/Loan Care ( XXXX ) and confirmed via subsequent email that the appraisal was ordered, and that the appraiser would contact me via email. The property was never actually appraised, since I was not contacted by the appraiser despite repeated follow ups with XXXX, via email, inquiring as to when the appraiser would contact me. I doubt that an appraisal was ever ordered, let alone put into the request process que. Certainly I was never advised as much, responses to my many queries on this issue as to when the appraisal would take place, and for a timeline for the change of deeded us to be accomplished, were never responded to by XXXX XXXX/Loan Care. In fact, radio silence from XXXX XXXX/Loan Care on the status of the appraisal and the change of deeded use, despite promises that this would be accomplished quickly, caused me to sell the property without the benefit of the change of deeded use for a loss of {$3000.00}, given XXXX XXXX/Loan Care constant delay and obfuscation on this issue. What is truly tragic about the personal XXXX loss, is that the woman who offered this amount to me for the home, is of XXXX, and was using FHA as her finance vehicle. The fact that the home would not appraise as a two family, meant that I could not accept her offer her, and afford her the opportunity to own the home and become a landlord. This is a disgrace. Below is a timeline of the written communications to and with XXXX XXXX/Loan Care on this matter, which in addition to the many calls and attempts to resolve this simple matter, indicate that XXXX XXXX/Loan Care is is a predatory lender. Kind regards, XXXX XXXX XXXX XX/XX/XXXX Sent documents ( quit claim deeds ) to XXXX after telephone conversation. XX/XX/XXXX Attorney XXXX followed up with XXXX and memorialized all salient point of the telephone conversation, and reiterated that the appraiser should contact me to begin the process. XX/XX/XXXX Followed up with XXXX and confirmed that the appraiser was going to email me and that the appraisal request was made by her. XX/XX/XXXX Followed up with XXXX, she advised me to continue to look in my email for the appraiser communication. XX/XX/XXXX Followed up with XXXX, that I still had not heard from the appraiser, no response sent.
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: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I think this is 2 issues, concerning 2 different departments for Loancare : A XX/XX/XXXX, formerly known as Loancare LLC. The lack of customer service is the same. I moved into my home in XX/XX/XXXX. I had XX/XX/XXXX XX/XX/XXXX for condo insurance. In XX/XX/XXXX, I dropped XXXX because I acquired new insurance, since my daughter was turning XXXX, I purchased her a car, and found a cheaper rate through a broker. I acquired the new insurance, which bundled with condo insurance, was cheaper. Since I was paying monthly out of pocket, and not out of escrow, I received a letter stating to let them know about my condo insurance. I went through the website to upload the documents but was still getting the message that I did not have insurance. I tried called, going through the prompts and kept being sent to automated services when I really needed to talk to someone. I received a letter stating that if I had not acquired new insurance, then insurance would be purchased on my behalf. But again, I had insurance already and had been trying to call to submit the papers ( I have the insurance papers ). In XXXX, I had to drop the new insurance and went back to XXXX and they submitted payment to my escrow and was paid roughly {$530.00}. By the time I acquired the new insurance, insurance was purchased on my behalf by the company using my escrow funds of about {$530.00}. Again, I tried uploading my new policy but when i log on, its still showing that I don't have any insurance. Even when I call in, the message tells me that I do not have insurance. At this point, I have 2 insurance policies, but the site and the phone message is telling me that I do not. I reached out through the website inquiring about submitting the insurance papers and being refunded for the insurance acquired on my behalf, using funds from my escrow account. I then received a letter stating that i was assessed a {$120.00} fee for lapsing in insurance coverage. But i have never lapsed in insurance company, I have always had insurance but there is no way to talk to anyone. I received an automated email message stating someone would be back to me through the appropriate department. 3 days later, I responded to that message that no one had contacted me and was told to give it more time. After day 7, still no response and I reached back out saying so, and no response. I received another letter stating that my escrow account had a deficit and to either pay roughly {$800.00} or my mortgage would increase to XXXX. I was paying {$630.00} so my mortgage went up to {$670.00}. Which is fine. I paid the {$800.00} escrow deficit to avoid the mortgage increase I paid through the website. I turned around and paid my XXXX mortgage immediately after via check and that check was cashed on XX/XX/XXXX ( I have proof ) On XX/XX/XXXX, I received a letter from Loancare LLC dated XX/XX/XXXX, stating that I did not pay my XXXX mortgage and that I owed {$750.00} ( XXXX mortgage and XXXX late fee ). Mind you, I paid {$800.00} in XXXX to avoid a mortgage increase. In the meantime, a check was already en route for {$670.00} because I paid the {$800.00} to avoid the increase. I have been calling, I have submitted emails via the website, to no avail. Since XXXX I have been calling and each time I am forwarded to automated systems. No one reaches back out through emails or anything. I mailed a formal letter on Friday to the mortgage error department listed on their website, but because of all the inadequacies I have experienced already, I am not confident that anyone will get back to me timely. I do not want to lose my home. I work VERY hard to pay my bills and on time and this company 's lack of communication and lack of availability is gambling with my livelihood. I have all proofs of payments and insurances to show the company. My complaint is their lack of human interaction and availability to provide proper service to clients in the midst of a pandemic to give assurance to us that we are not in danger of losing our homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48038
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: When I refinanced I was given an address to XXXX so was sending payment there, I received a delinquent letter, called to get info where I was suppose to send bill, the payments where never late, my account just did not reflect the correct date financial company applied payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
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: Below is an e-mail I sent to on XX/XX/2019 to loan care after they finally provided me with an e-mail. I attached supporting documents to support my case. The issue was never resolved. Calling the company proved futile. Due to a job relocation, I bought a new home with a much higher APR due to my affected credit score. This is affecting how a purchase moving forward. Regarding loan number : XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, MA XXXX XXXX Loan care tarnished my credit score my sending an inaccurate account to XXXX stating I did not pay three months. PLEASE, Im begging at this time that this be removed. I went from a XXXX credit score to XXXX because of Loancare, this has affect the purchase of a new home, caused months of emotional anguish, humiliation, frustration and anger. PLEASE, after many many attempts to get this correct and speaking to various customer service reps who all have told me different things and given me all different information, I finally received an e-mail to direct this to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have worked very hard to pay my payments before they were due. I am now receiving letters saying my payments are behind, and its showing late fees. I have tried for two straight weeks to get ahold of a person. I have called several numbers and cant speak to a human. My payments are done through XXXX XXXX XXXX bill pay, and I have record of each payment made to LOANCARE. During this pandemic its been very hard making ends meet, and keeping up on all my bills but I have done it and am very upset someone has made mistakes at LOANCARE with my money. I knew times would be tough so I took it upon myself to pay one month ahead on my mortgage, but I am getting letters I am two months behind. Again, I have been trying to contact someone but am unable to contact a human. The following payments were made from XXXX XXXX XXXX Via billpay. XXXX payment : XXXX {$1400.00} XXXX payments : XXXX {$750.00}. XXXX {$750.00}. XXXX payments : XXXX {$720.00}. & XXXX {$720.00}. XXXX payments : XXXX {$720.00}. & XXXX {$720.00}. XXXX payments : XXXX {$720.00} & XXXX {$720.00}. XX/XX/2021 payments : XXXX {$720.00} As you see Ive paid XXXX and above my regular monthly amount. I paid an extra payment in XXXX, which was a hardship but with the uncertain times I wanted to make sure I was ahead on my mortgage, but now I am going through this stress of them not applying my payments, and accessing late fees. This is crucial this gets corrected and all the late fees be removed. This is a hard, stressful time and Ive worked very hard to make sure I didnt fall behind and I feel very angry at Loancare for the terrible accounting and obsolete customer service. I feel its crucial for consumers to be able to contact real people when their money isnt being handled correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi these late fees are making it more and more difficult to pay anything during this critical time. I have over 7 immediately family members currently with XXXX and 1 XXXX. This additional stress of auto dial calls and fees are adding a hardship. I have sent a request in writing not to violate my TCP rights and Loancare continues. I want these late fees removed and these auto dial calls to cease
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage lender submitted the 1Q 2020 tax payment with an incorrect reference number and my city was unable to credit my property tax account. I've spent approximately 40 hours on the phone with the mortgage lender over the past year trying to remedy the situation. Each subsequent quarter, the mortgage lender submitted an incorrect amount resulting in our account being continuously overdue throughout the entire year. We've received delinquency notices monthly all year and finally the week before XXXX we received a notice of tax sale on our home. The lender finally acted, though once again did not pay the correct amount. Rather than waste my time and energy, I went down to city hall and paid the difference myself. To clarify, my mortgage lender did not pay 1Q 2020 property taxes that were due on XX/XX/XXXX2020 until XX/XX/XXXX. Now that this tax issue is sorted out, we've received an escrow disclosure statement where it is evident that the mortgage lender is attempting to charge late penalties to me. I was assured repeatedly throughout the year that the lender would be solely responsible for paying any penalties. It is my understanding that the reason I pay monthly escrow payments is so that the lender can make accurate and timely property taxes. Instead, the lender has wasted my time, caused XXXX and XXXX, repeatedly made property tax payments incorrectly, late, or not all and is now attempting to charge me for their error. To add insult to injury, they are asking me to pay an escrow deficit of {$4400.00} by XX/XX/XXXX. I am at my wit 's end with this lender and I do not know where to turn. I have filed complaints with the XXXX twice that have not resulted in anything outside of a letter from the lender indicating that they are reviewing my account and will get back to me on regarding my inquiry soon. I can't go through this for another year let alone another XXXX years of my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07307
Submitted Via: Web
Date Sent: 2020-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I filed for Forberance with Loan Care, my mortgage company and they told me that this would not be reported as a missed payment being that the Forberance would be in place. I called to check on the status of the Forberance and they had not put the Forberance in place. They filled it for me in XX/XX/2020 and reported missed payments on my account. I have reached out to them about this they reassured me that the negative reporting would be removed and I disputed the negative reporting and it still showing that they reported this correctly. I need this removed from my credit ASAP being that this is a false negative report on my credit. My score and credit has been negatively impacted because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan was sold to LOANCARE. My first mortgage payment was due XX/XX/XXXX. I received a mortgage statement showing my payment was less than expected. I called LOANCARE and they said they show a credit and to make the payment on the statement. I did. ( please see the statement and payment out of my bank account ) I started getting phone calls from Loancare about not making my payments shortly after this. I kept telling them that we made the payment per their instruction. Thereafter, they kept calling and calling about a missed payment. They put on my following months statements a full month payment being missed. I made XXXX and XXXX payments when I started getting phone calls from Loancare once again. I asked for a manager after conversations Loancare trying to clear this up and they told me they would call me back. Never received a call back. Yet once again getting more calls from Loancare harassing me about my payments. I have called them numerous times with no return calls after they said they would call me back. Finally, I reached out to my loan officer that I did my loan through to help me. I then received a phone call and a letter in the mail that the correction was made. NOW, I am getting another letter stating I am still late and no payment was received. I have numerous amounts of recorded conversations with Loancare documenting what I am referring to. Also, I have documents I can upload supporting these timelines. I have never been late and I have followed Loancares direction on what to pay originally after I questioned the payment amount. I need some assistance getting this cleared up as I have spoken to Loancare SEVERAL times, waiting on hold for over XXXX hours to speak someone, been told they would call me back and never did, and then have a letter being told this is corrected and yet still get harrased by phone calls telling me I still owe. This is unacceptable from a mortgage servicer to scare me about a payment that has been made. I am afraid they are going to put me in foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A