Date Received: 2020-12-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loancare, an entity of XXXX XXXX, an entity of XXXX XXXX all of whom are predatory lenders. Closed on mortgage XX/XX/2020. Received escrow check without interest payment, violation of R.I. General Laws 19-9-2. Never filed a satisfaction of mortgage with recorder of deeds in XXXX, RI.
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: 2020-12-02
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: XXXX XXXX XXXX # XXXX, Failed to inform me 15 days before i was to pay the new company of them selling my loan, it is now the 2nd i have not heard from sterns or the new company and i have no idea who i am supposed to pay as XXXX keeps hanging up on me. I can only assume at this point they are giving me the house for free or are illegally trying to take it out from under me by making it impossible to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98391
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have contacted Loancare over and over again and asked for a call that is not a generic toll free number and does not go to the right people. I believe that they are ignoring me and have decided not to give me the modified percentage to what the market reflects at this time in an attempt to continue with predatory percentages and pricing. I have sent payments, 4 letters to CEO XXXX XXXX COO and some administrative consumer person asking for assistance. I get generic letters 2 pages long which do not address any of my questions and requests. My interest rate is 4.5 % and we should be able to get it to 2.75 % based on current offers. This is an abuse of their own rules which offers a modified rate program and since my wife and I have FICO scores in the XXXX range we easily qualify. I continue to wait for an answer and an offer but we are not going to wait any longer and will take action if you can not help us. We are also prepared to pay down the existing loan by {$40000.00} to show good faith now that we sold another property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89701
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX, i submitted a request for mortgage assistance to LoanCare and was advised it was under review. In XXXX XXXX I called and spoke to an agent, XXXX at XXXX and she told me that i was approved for a six month forbearance plan and to not make a XXXX payment and my new payment of XXXX would start in XXXX, XXXX. My loan was current at the time of the call. I paid XXXX on XX/XX/XXXX for my XX/XX/XXXX payment. She said no to make a XXXX payment and in XXXX XXXX i made my new payment and submitted a payment of XXXX. She advised while i was in the forbearance plan there would be no negative credit reporting or late fees. Due to the Covid outbreak the forbearance was extended and on XXXX XXXX I spoke to XXXX at XXXX and she said the forbearance was converted into a Covid forbearance and again assured me there would not be any negative credit reporting. In XX/XX/XXXX i began bringing my account current and by XXXX it was current and on XXXX XXXX I requested the forbearance be cancelled and received and email on XX/XX/XXXX that it was cancelled. On XX/XX/XXXX i pulled my credit report and it shows 11 late payments during that time. I submitted a dispute via the credit reporting agencies and also thru Loancare website. I recd a notification form Loancare stating it was recd. but no resolution. The credit agencies said the sent a dispute and Loancare said the report is correct. Today, XX/XX/XXXX, a spoke to an agent XXXX at XXXX, who said the reporting is correct because i was 30 days past due in XX/XX/XXXX. That is not true, their agent told me not to pay in XXXX. This had ruined my credit and now loancare refuses to repair my credit. These mortgage servicing companies are adding additional stress to homeowners during this stressful times and ruining their credit. I kept notes of everything told to me and now they will not honor the agreement and remove the negative reporting.They also still have me in a forbearance plan even with the email from XX/XX/XXXX advising me that it was cancelled. I am requesting help with repairing my credit and removing the forbearance plan XX/XX/XXXX. Also I repaid the money and my account has been paid in advance for months and they keep sending my documents to complete for a loan modification.These are very deceptive practices. I repaid all monies because they never presented the option of a deferral to me.
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: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My complaint is against LOANCARE-A Servicelink Company. My first complaint involves their failure to refund an overpayment to my escrow balance in the amount of {$2200.00}. Legally, they are supposed to issue a refund check to me. I have been waiting for the refund since XX/XX/2020. My second complaint is their refusal to provide a payoff amount as I am refinancing my mortgage with another company. LOANCARE has refused to respond to requests from my new lender. When I called to make a payoff request the automatic voice system states that I will be on hold for as much as 30 minutes. Each time I call, I am on hold in excess of 15 minutes and then they end the call. I have also tried to get the payoff amount through their automatic system. It is rigged to say that my entries were in error, tells me to contact customer service and then abruptly ends the call. My closing date on the new loan has been postponed due to lack of response from LOANCARE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61615
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
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: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Borrower : XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA, XXXX My Loan Care XXXX XXXX has been notified on multiple occasions and for several weeks that the payoff balance provided and money they collected was incorrect. They have blatantly ignored addressing this matter and providing a refund. The following has been sent to them via mail and email multiple times and they refuse to respond at all. " I am owed a refund. Please view the table below and adjust my payoff amount and provide a refund, as per the payment history details. Loan was current through the end of XX/XX/2020. Principal Balance was {$440000.00}. Five months of payments in the amount of {$2400.00} per month were deferred for the months of XX/XX/XXXX-XX/XX/XXXX for a total of {$12000.00}. In addition to the remaining escrow balance for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX In the amount of {$54.00} and new escrow charges for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX in the amount of {$280.00}. Total Deferred amount {$12000.00} ( 5 monthly payments + All Escrow fees ). In addition to original principal balance of {$440000.00}. 57, which Brings the FINAL PRINCIPAL BALANCE {$450000.00} from XX/XX/XXXX-XX/XX/XXXX. I since made 5 payments in the amount of {$12000.00} which should have been applied to XXXX payment ( {$600.00} Principal + {$1800.00} XXXX XXXX and XXXX monthly payment XXXX {$600.00} Principal + {$1800.00} XXXX XXXX in the amount of {$4800.00}. 68 ( {$1200.00} principal + {$3600.00} XXXX ). BRINGING PRINCIPAL BALANCE TO {$450000.00}. XXXX ( {$450000.00} - {$1200.00}. The remaining payment balance in the amount of {$7400.00} ( $ XXXX {$4800.00} ) should have ALL been applied to the principal balance ( Per my specific request to pay down principal balance prior to refinance going into effect in XX/XX/2020. ) BRINGING FINAL TOTAL PRINCIPAL BALANCE AND PAY OFF {$440000.00} ( $ XXXX {$7500.00} ). Minus Remaining Escrow payment made ( rolled into deferral amount that was back charged ) for HOI property insurance from XX/XX/XXXX-XX/XX/XXXX in the amount of {$210.00}. BRINGING THE CORRECT FINAL PRINCIPAL BALANCE AND CORRECT PAYOFF AMOUNT TO {$440000.00}. Pay off payment made on XX/XX/2020 in the amount of {$440000.00} ( {$430000.00} + {$12000.00} ). Refund balance owed to customer in the amount of {$2800.00} ( {$440000.00} - {$440000.00} ). ***Please make check in the amount of {$2800.00} payable to XXXX XXXX and overnight mail to the following address : The XXXX : XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX , CA, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took the forbearance with LOANCARE ( LoanCare, LLC., a ServiceLink Company and subsidiary of XXXX XXXX XXXX ) after the shutdown back in XXXX due to the COVID-19. After resuming work in XXXX, I paid back 3 months mortgage comprising of 2 payments for the forbearance and 1 for the ongoing month. After contacting LOANCARE XXXX XXXX XXXX, XX/XX/XXXX XXXX, VA, XXXX, to take me out the forbearance program and resume my auto-draft because I was back to work, LOANCARE went ahead and withdraw a month mortgage from my bank account even though I already paid. So I emailed them for reimbursement. They told me they will look into it. Until the end of XXXX, I have not heard back from LOANCARE. I called in again, and told them to use what LOANCARE owed for the incoming mortgage. We agreed on that until I receive a letter at the end of XXXX telling me that I was behind payment. I called back confused, LOANCARE told me that they sent me a check, therefore I need to pay them the same amount as they check they sent me. So I flatly told them that I could not pay them again until I received my check. Till today XX/XX/XXXX, I have not received any check ( {$2400.00} ), they are charging me fees, even though they promised not to do so till I receive my check. Since then, I called multiple times to hear excuses like " your check is delay by the post office due to the covid-19 '', " we are working on it ''. My wife and I are bombarded everyday with collection calls and all kind threaten ( credit report threat ) and stressful letters about losing my house from LOANCARE. My wife is stressed out, as she believes I'm the one at fault, as she can not understand any company will treat their customers like that. I've been trying to take advantage of the low rate since XXXX, but unfortunately they are keep me away from it, and I strongly believe that LOANCARE is trying to defraud me, because I expressly ask for the tracking number of the check they supposedly sent me since XXXX so I can trace it through the Post Office. LOANCARE told me they would forward it to me in 5 business day, later told me, that there was no tracking number. Normally, I will never do business with dubious " company '' like LOANCARE, unfortunately, they bought my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98375
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan had been with XXXX, however as you know they went our of business and our loan was transferred to XXXX/LoanCare. This transfer ocurred in XX/XX/XXXX as my memory recollects. I am a XXXX military Veteran and never expected for this to happen to us. On our original loan with XXXX XXXX, Az originator of the loan we did not include escrow as part of our terms as we put down 30 %. In XX/XX/XXXX when our loan transferred to LoanCare they started adding the property taxes to our monthly payment and we were not aware of this and we continued to give the regularly monthly payment of {$580.00} -- - causing us to be counted as late due to the incomplete amount of the now payment of {$640.00}. LoanCare increased our payment by {$52.00} for the monthly property taxes. In addition this now has been reported to the credit bureaus giving us a negative report and reporting us as being late. On XX/XX/XXXX we sent in an amount of {$1500.00} that we did not know what it was for, however Loancare told us we needed to send that in to keep our account current. Then on XX/XX/XXXX we were told we needed to send another {$1300.00} to cover 3 payments. I am not sure what all of this needed to happen but I would like to know where all this money has gone and for what? This is not fair. We have always understood that the terms of the loan can not change once the loan is closed. We need this to be fixed and corrected. Although, I do have to say, we have been giving the payment of {$640.00} which includes the property taxes. Thank you for your help on assisting us to get the issue corrected as far as the late reporting on our credit report.
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: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: My mortgage loan got sold and the servicing moved to a different servicer ( LoanCare/XXXX XXXX XXXX XXXX on or around the first week of XX/XX/2020. During the process and before this was communicated to me I made a payment ( {$3300.00} due + {$720.00} of extra payment ) to the previous servicer that is yet to be transferred to the new servicer. Since XX/XX/2020 and up to today XXXX XXXX XXXX XXXX I have been receiving daily harassing calls requesting payment of the allegedly missed amount, even if I called them multiple times explaining the situation. After receiving a call yesterday the XXXX telling me that the issue will be solved and making my due + principal payment for the month of XXXX XXXX {$3300.00} due + {$720.00} extra principal ), I have received a letter today XXXX XX/XX/XXXX ) notifying me that they will be reporting that I am late to the credit agencies. All this on violation of the 60 days moratory for this actions during a servicing transfer. To make matters worse, the agents at XXXX told me that they could not do anything to stop the harassment unless a payment was made over the phone and even suggested illegal approaches as returning the payment I made to the previous services and make an additional payment to them instead.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A