Date Received: 2020-11-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Inaccurate reporting to credit bureaus. LoanCare , LLC acting as subservicer for XXXX, XXXX misallocated two sequential, on time mortgage payments. Subsequent to " full resolution '' LoanCare initiated derogatory Late Payment reporting to consumer credit bureaus. XX/XX/20 and XX/XX/20 : ACH mortgage loan payments were initiated by my bank and accepted by LoanCare. XX/XX/20 : First Notice of delinquent payment via USPS, physically received, letter dated XX/XX/20. XX/XX/20 : Phone conversation with XXXX XXXX and LoanCare representative XXXX XXXX # XXXX XXXX. XXXX reports no record of payment reference above two payments. XX/XX/20 : Requested and received " Proof of Electronic Payment '' from initiating financial institution corroborating above referenced payments and dates ( each showing Remit Date one day prior ). XX/XX/20 : Phone conversations involving XXXX XXXX, XXXX representative XXXX XXXX XXXX and LoanCare LoanCare representative XXXX XXXX # XXXX XXXX. XXXX acknowledged payments were received by LoanCare and applied to incorrect, unrelated account. Late fee waived, matter seemingly resolved. Payment received date still inaccurately reported as XX/XX/20 XX/XX/20 : Notification from Credit monitoring service : " It looks like you have an account with a past-due balance of {$220000.00} with LOANCARE. '' XX/XX/20 : Phone call to LoanCare Customer service XXXX XXXX and XXXX XXXX to request credit error be corrected, advised to complete online form. XX/XX/20 : Credit Reporting Dispute submitted and receipt of same emailed to consumer XXXX ticket # XXXX XXXX. No correction to credit report or contact received from LoanCare to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company refuses to send the statements on time. It is practically impossible to pay on time if they don't send the statements and this can result in late fees or risk to my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did a 6 month forbearance and have set up a payment plan, that took weeks to do with Loancare because no one knows what they are doing and different information is provided with each call. Now I am trying to refinance my loan with another lender, to rid any affiliation with XXXX/Loancare, and they are reporting I am behind in payments though I paid {$5000.00} in XXXX and {$8700.00} in XXXX. The payment plan was supposed to be {$4600.00} ( double payments ) for 6 months. I have paid far more than required according to the payment plan but they are holding extra money paid in a " suspense account '' until the forbearance is completely caught up instead of applying to the funds directly to a payment or paying the current months payment. They are also holding our property taxes in an " escrow overdraft account '' and the property taxes are paid through our escrow and was not supposed to be held separately. I have been unable to close on the refinance because of the information Loancare is reporting to the credit bureau and because they are showing my account as delinquent and behind in payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32504
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had to put the house in forbearance in XXXX of this year. The covid=19 impact started in XXXX, when XXXX and I 's employer started to cutting back the amount of hours we could work. In XXXX, more hours were cut. XXXX and I were stretched beyond our means. So I strarted researching solutions. We were afraid to go into forbearance at first, we heard horrible stories about peoples homes being taken just as soon as the forbearance plan ended. In XXXX we had no choice, he was working 30 hours a week, I was at 20. This begins the challenge with LoanCare. They promptly allowed us forbearance, through a canned email. I tried several times to contact a live person to get details, no one answers the calls or the emails outside of the automated response ( we received your email and are working to get it into the right department ) This is the only type of email I have ever received from LoanCare. There is never any instruction on whats coming next, what I should have ready just nothing. I need ed to speak to a LoanCare representative in XXXX, I knew that forbearance was coming to an end. I called multiple times a day, left several emails every day. Still no response. So to cover our home I had to request anothe months forbearance, because I had no idea what was going to happen next, I still have no idea whats coming our way. Today I received another email, stating that I had documents to esign. There was no document to sign, A few minutes ago another canned email warning me that that this document was going to expire and needed a signature. At no time since LoanCare bought our loan from XXXX ( awesome company, communicative, returned phone calls and emails with a 24 hour period consistently ) have I heard a live voice, or received a personalized letter from that company. Its a scary, stressful and daunting thought knowing that I am tied to a company for 3o years and that when an emergency comes up I will not be able to get direction or help from this company. The last time I cheched online it stated my next payment would be due XX/XX/XXXX. Today it say that payment is due on the first. Kind of short notice. I'm not sure I can come up with the entire payment with such little warning. To me it seems that LoanCare is going to do things in an unethical manner, and I have no idea what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We entered into a forbearance agreement on our home mortgage with LoanCare, and recieved a written agreement dated XX/XX/XXXX. The forbearance was for 180 days, and says in the agreement it is effective XX/XX/XXXX and expires on XX/XX/XXXX. Per telephone conversations with representatives from LoanCare, we were instructed to request a deferment of these payments, so that they would be tacked onto the end of the loan, so that the entire balance due would not come due at the end of the forbearance period. We did so, and were told via telephone that this would not be a problem. However, contrary to what we agreed to on the telephone, when we received the written notice regarding the deferment, it was for only two months instead of three months. We started calling LoanCare as soon as we received this information, and they told us that this was not uncommon, and it would be corrected. We started making our mortgage agreements, as agreed, on XX/XX/XXXX. However, LoanCare applied the XXXX payment to the month of XXXX -- which should have been precluded due to our agreement. I have had roughly ten phone calls with LoanCare since that time, and their response is that " their loss mitigation team '' can not change the terms of the agreement. Please note that we have continued to make our mortgage payments on time per the terms of the written forbearance plan, but LoanCare is still applying the payments incorrectly.
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: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To date I have not received my monthly statement for loan ending XXXX for XX/XX/XXXX : XXXX XXXX nor my monthly statement for loan ending XXXX for XX/XX/XXXX : XXXX XXXX. While you may have other accounts to service both of these statements are well over a month overdue. Further, I have repeatedly had to kick your company before to produce the monthly statement for loan ending XXXX. As your company repeatedly brags about committed to providing exceptional service then DO IT!! In addition, to protect myself & my rights, consider this as notice that I want another extension of my Forbearance Plan for both loans ( XXXX & XXXX XXXX commencing at the end of my current extension which ends on XX/XX/XXXX. My requested extension is to run thru XX/XX/XXXX due to a Covid-19 related hardship.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I deposited a check for {$2100.00} ( dated for XX/XX/XXXX ) from Loancare LLC after calling their company to verify that this check was ours to cash. The specialist assured me it was after looking into my account. On XX/XX/XXXX, they put a stop payment on this check without notifying me of this development. On the same day that they had done so, I sold my car and had intended to use that balance to pay off the remainder of the auto loan to eliminate a monthly payment for a vehicle I no longer needed due to my company going mobile during the ongoing COVID-19 security measures. I had taken time off of work to do this and ended up having to place this charge on a credit card, which I did not want to do due to the accruing interest on such a large purchase. When I called my bank, they said there was a stop payment on the check. When I called Loancare LLC, they said they had no record of this stop payment and requested time to look into it. I followed up with them via email and on a phone call on XX/XX/XXXX, and I was informed that they would cut a new check. I received an email on XX/XX/XXXX assuring me that check was overnighted to my address. I called again on XX/XX/XXXX to get a tracking number for this check and never received a call back with this information. On XX/XX/XXXX, I emailed them for this tracking number as I still did not have the check in question. I received only a generic response email saying the issue was resolved. On XX/XX/XXXX, I emailed again to insist it was not resolved and demand the tracking number with the same generic response. This refund was originally due to a duplicated escrow deposit from when this loan was opened that should have gone to the original loan holder and instead was sent to us. Loancare LLC has not taken responsibility for the debts incurred as a result of this to date on XX/XX/XXXX. They have offered a deferment with the same empty reassurances shown in the course of this situation that can clearly be altered to suit the company 's goals at any given time, and I obviously have no faith in these " solutions ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage, Loancare, disbursed money out of my escrow account to pay taxes that were supposed to be paid at closing or before closing. They paid XXXX XXXX Treasury Department {$1100.00} in XX/XX/XXXX for XXXX taxes, which I was not responsible for. I closed on my house XX/XX/XXXX. The closing documents clearly states the property taxes were prorated for 5 months and were not due until XX/XX/XXXX in the amount {$450.00}. I have been in communication with XXXX from XX/XX/XXXX XXXX XXXX, XXXX from XXXX XXXX Treasury Department, XXXX from XXXX XXXX XXXX, and XXXX from Loancare. No on is admitting their mistake. This started whenI received an invoice from Loancare stating I needed to pay them {$480.00} by XX/XX/XXXX or they were going to increase my mortgage payment by {$40.00}, to replenish my escrow account. I have been dealing with this for well over a month and no one is admitting their mistake, meanwhile, I've have to make two payments of {$40.00}, to Loancare for the " insufficient '' escrow account. I would like someone to contact my as soon as possible so we can get this resolved and I can get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a complaint against LoanCare a subsidiary of XXXX a mortgage company. I will include here a letter written directly to the aforementioned company that shows a request to assume the loan by another party that I had to place under contract as LoanCare refused to send the appropriate application packet. When finally sent and returned they said it wasn't approved. When I asked why they could not articulate a coherent response. Calling back and getting a different representative i am informed they have no record of this application packet. I shouldnt be surprised as they had stated that they could not find my proof of insurance, I am willing to provide proof that it was sent 4 times by my agent mailed, faxed and through their computer system. After 2 months I think that has been resolved though I am not placing wagers based upon past performance. The previous, though not illegal, is an example of poor business practices. What follows strikes me as fraudulent activity. I attempted to have my escrow removed conversations preceded this date but on XXXX XXXX XXXXI was told all is good to have that removed. I have to submit a written request and wait for a review. They denied, it seems they lost the written request. Resubmit denied, Escrow must have zero balance, sent in {$2000.00} than {$700.00} then {$620.00}. Denied because i had to have no late payments for 12 months this is told to me in XXXX. This started in XXXX. I had been sending money to make it happen unfortunately the time to wait for their reviews had taken so long that now the XXXX payment was late. Had I been informed of this in a timely manner I could have addressed it at the correct time. Following is a summary of the amounts tendered at the times of the phone calls in an attempt to get this resolved then and now I am told it can not be changed or addressed for another year as long as I have no more late payments. As I am on a fixed income it is good that there are those out there with a sense of humor. Sadly at my expense. XXXX XXXX {$970.00} XXXX XXXX {$2000.00} XXXX XXXX {$690.00} XXXX XXXX {$700.00} XXXX XXXX {$780.00} When I asked now what? I have sent all this extra money that I don't have to meet the 3 months of being jacked around and take my money and give nothing in return. Management representative XXXX employee # XXXX said well you can resubmit I have already submitted 4 times and no matter how much money I send now, I still have a late fee for the first time in 2 decades. Will the response be any different? Well NO but it may make you feel better. Did I mention how many times I was hung up on when I told the representative that I felt I was being taken advantage of that he was of no help and was giving me no direction just being insulting and demeaning. Nothing like quality service and this is nothing like quality service. Now for the part that involves the money for nothing and an attempt to defraud those they are supposed to be representing. I have sent this company proof of insurance with them listed as loss payee from my contracted representative. The contract states that he is responsible for taxes and insurance. I thought ok to keep current I will borrow enough to make the escrow cover next year 's insurance and then just have them hold the funds. When I discussed this with them I asked who gets the interest in this case and they said Not you. Now I am not a well educated individual but my escrow payment amount is {$1100.00} per month. Insurance annual premium is {$5000.00} a year and the amount these accountants and number wizards are collecting {$1100.00} time 12 months = {$13000.00}. Interest at 4.25 %. So {$13000.00} - {$5000.00} = {$7200.00}. I was told I would never have access to that money because it was needed to pay for last years and next years insurance. As last year is paid off and next year is prepaid I think I am being fed a story. What if I am not the only one subjected to such actions this could amount to several million dollars. This is conjecture but I do get the feeling that they are taking advantage of more than just me. Now I have to address the XXXX and XXXX aspects. I call and they mouth pretty words and offer no suggestions and as I have stated before waste time so they can add penalties. I have requested call backs and to date I have received a total of one call back. I suffer from hearing loss and eye problems. Just writing this document will be followed by XXXX and XXXX XXXX ( XXXX and XXXX XXXX issues ). Not to mention the latest issue of XXXX issues including XXXX and a XXXX XXXX. And another XXXX and XXXX, XXXX XXXX XXXX XXXX XXXX XXXX scheduled in a few months. Due to the severety of this issue typical spacing for this is 5 to 7 years. This is a direct result of the XXXX and helplessness that I am feeling now and no money to seek professional help. I would love for this company to pay for the XXXX at least. My life in the military and exposure to XXXX XXXX following time in service as well as work at XXXX XXXX that process things like XXXX XXXX work on an island that stored and XXXX XXXX XXXX XXXX XXXX as well as XXXX XXXX XXXX XXXX XXXX. Needless to say I could have treated myself better. A life growing up in an era of lead paint and asbestos does potentially lead to other XXXX XXXX and I am afraid they are playing on this. I have now been placed in touch with XXXX employee number XXXX. Of the loss mitigation department obviously preparatory to foreclosure. I believe that despite all of my conversations, sending money and jumping through hoops, They have no interest in helping only stealing what I have spent decades through some very hard economic time trying to keep what I have invested so much in. At this point without any assistance and I stand in fear that they are now doing all they can to steal my property and retirement subsistence. What I would like to see at this time is allow XXXX XXXX to assume the loan. I had to write a sob story to LoanCare for the reason for the assumption but the reality is it is none of their business but you play along when they are holding you by the XXXX and XXXX If that is not acceptable to the high and mighty then eliminate the escrow for the aforementioned reasons. I have been requesting a conversation with management Since late XXXX and finally on XXXX XXXX this request was met. Sadly you have already read XXXX # XXXX response. Spurring this complaint. Here is the second or third request for this individual to assume the loan. So much discussion that I have lost count with whom and about insurance, escrow or more recently loss mitigation has been discussed LoanCare XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX Lead SD XXXX I XXXX XXXX Request that XXXX XXXX assume my loan XXXX. I was told by XXXX employee # XXXX That you want to hear my sob story and events leading up to this situation. Well here goes. Recent events regarding the escrow account that I can not get deleted despite the customer service representatives telling me to keep trying. Had this gone through in the promised timely manner I would never have been late for the first time in Decades in XX/XX/2020. Now I have been told there is nothing that can be done no matter that I have proof of insurance from another provider not through your escrow service. Of course the first three times I sent this proof directly from the provider the documentation got lost repeatedly. And I frequently felt I was transferred to another department or given some meaningless task to repeat and wait for the next escrow review ( Note XXXX to XXXX XXXX then I finally talked to a member of management XXXX employee # XXXX today XXXX XXXX XXXX Who repeated that there was nothing that could be done and transferred me to XXXX XXXX Who has now sent me to you. As far as the loan goes I will continue to send you {$700.00} per month. I have no more as I am on SS and a fixed income. As well as moderately XXXX. Currently I am now dealing with restricted driving due to XXXX as a result of XXXX for a XXXX XXXX ( License suspended ). When the war on energy occurred I had attempted to sell the property but there were no buyers to be had in an area of rapidly declining population followed by tenants with a less than stellar interest in caring for that which belongs to others and my inability to drive down from my primary residence about 4 hours away to make repairs and keep contractors to their promises resulting in freezing conditions from a homeless individual breaking in and turning on the water and with no heat. The date of this can be confirmed in police documents when they did an armed walk through. In addition the contractor had forged his city contractors license and has arrest warrants out and again this old guy is caught in the middle of it all while watching the roof blow off and knowing I will never see this individual again. Hence the ridiculous insurance. My current health conditions are not looking to improve to the point of being able to keep up with the tenants and the maintenance. I have entered into a lease option with the aforementioned XXXX XXXX. As this was entered as legally binding agreement his interests must be protected If this is not a suitable arrangement then I again must refer you to the earlier statement of limited income. Both insurance and Taxes are current and paid in full and escrow has a {$0.00} balance if escrow cant be deleted and the loan cant be assumed then I have no choice. Not that I feel I have one now. I forgot to mention that a direct result of attempting to stay on good terms with you has resulted in a XXXX XXXX and XXXX XXXX. Death and living directive were at the forefront of the resultant conversation. Perhaps this will soon rectify itself and how you handle the property of the deceased will no longer be my concern. I sincerely hope you can help rectify this situation. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been waiting over 30 days for a check. I have my doubts that it was ever sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2020-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A