Date Received: 2020-11-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am filing this complaint to report the mishandling of my Loss Mitigation Loan Modification request and the time it has taken to fully complete this request. On XX/XX/XXXX, I applied for a Loss Mitigation - Loan Modification due to loss of employment and decreased income. I was approved for the Loan Modification request on XXXX XXXX. I was approved for a lower loan payment of {$980.00} ; a decrease from the original payment amount of {$1200.00}. I then completed my trial payments for the following months : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Then on XX/XX/XXXX, I received a phone call from LoanCare Loss Mitigation Department, asking me to email them a copy of my Trust documents. I sent the copy of my Trust documents to LoanCare via email on XX/XX/XXXX, as requested. This is where everything goes downhill. I then received a notification from LoanCare on XX/XX/XXXX, stating my Loan Modification request was denied as they said I failed to provide requested documents. I became very frustrated and worried as I did submit all requested documents in a timely manner. I called LoanCare and escalated my concerns to a manager. I spoke with XXXX XXXX and emailed her ( Cc 'd Loss Mitigation Department ), another copy of the Trust document, on XX/XX/XXXX, and then again for a 3rd time on XX/XX/XXXX. XXXX then submitted my appeal from the denial and advised me that it would take 30 days for an answer. During the 30-day waiting period, I was in constant contact with LoanCare via email and telephone. I contacted LoanCare several days, every week, until the 30 days passed. I then received a call from XXXX XXXX with LoanCare on XX/XX/XXXX, stating my appeal was approved and that I would need to wait another 30 days to see where they would go from there. During this waiting period, I was in constant contact with LoanCare via email and telephone. I contacted LoanCare several days, every week, until the 30 days passed. However, I never received any updates as to why my request was taking so long. Every time I called, over the last few months, I have been told something different. If further examples or information is needed, I am happy to provide. I ultimately received my final loan documents for the Loan Modification request on XX/XX/XXXX. I completed, signed, notarized, and sent the document back overnight on XX/XX/XXXX. LoanCare received the documents on Friday, XX/XX/XXXX and batched it into their system on Monday, XX/XX/XXXX, late in the day. I called and spoke with several representatives the Monday morning of XX/XX/XXXX. One of the representatives was rude to me and advised that it will take 1 to 3 months to finalize the Loan Modification request. This frustrated and worried me, as this has gone on way too long. I requested a supervisor and reported my concerns. I am now filing an official complaint as I feel this is not right. I have been getting strung along for almost a year, and my lawyer advised me a Loan Modification does not take a year to complete. I feel I have been treated unfairly, and I was penalized for a mistake LoanCare made. They delayed my request further, even though it was their error in not documenting their receipt, of the initial copy of the Trust document, I sent back in XX/XX/XXXX. I have a confirmed sent receipt and was able to prove I sent the documents to them. Yet, even with the appeal approval and multiple escalation requests for rush, my request was never expedited nor completed in a timely manner. I am now kindly requesting an Agency Escalation, that my signed loan modification documents be recorded to the County Recorders Office and be fully resolved and completed as soon as possible ; no later than XX/XX/XXXX. Thank you for your help and time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2020-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I owe {$510000.00} on a {$690000.00} loan. I asked for PMI to be removed and the request was rejected because they claim the LTOV ratio is not 80 % or less. My LTOV is 73.97 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2020-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to get a modified interest rate with Loancare, a division of XXXX, and have provided all necessary information. I have paid on my mortgage and am on time and up to date. I keep getting a robocall asking me to call and that can not be answered other than to respond to the " customer service? '' toll free number. XXXX XXXX XXXX. On XX/XX/XXXX I first spoke to customer service who told me to talk with Loss mitigation. I was on the phone, mostly on hold for 38 Minutes while loss mitigation tried to figure out why they called me. It was stated that I am current and no issues exist with my account so why do I get what I call harassing robo calls on XX/XX/XXXX and XX/XX/XXXX telling me to call them now.?? This is a illegal action and harassment over NO issues with my account. I continue to contact XXXX XXXX by mail but she will not offer the common courtesy of talking to me and continues to offer excuses and no support. I have contacted XXXX XXXX CEO and XXXX XXXX COO and they have not had the decency to respond or try to help me. XXXX XXXX Veteran home owner
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: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
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: Loancare We have never been late on a payment. They have had money sitting in our escrow for years now and keep reporting us late on credit bureau. Never refunded our money or applied. They have never fixed on our credit report either. Showing 20 late payments, when we have never been late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 is when we went onto the forbearance and we are currently in it. They will not defer the payments because it is a VA back loan, and the VA will not defer VA loans. Loan care has just been sending trails of letter stating that I am still under deferment and if I want to stay under deferment let them know. As of XX/XX/2020 I was able to talk with a live rep at this company who stated they could only send me more letters and they do not have a phone number to contact them however, one of the letters were sent stating I have a rep officer who will be handling my claim from here the number and email were never answered of this make believe individual.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX/Loancare. They bought our loan. We paid timely. For a year we had no problems, then we get a bill saying our loan was behind two payments. It is not true. I sent proof of payment from my bank XX/XX/XXXX. Got email saying I paid to the wrong loan no. Why was it not a problem before? Now they can not seem to handle transfering the payments to the proper account, even though theyve been doing this for over a year!. Lost 120 points on credit score! Called at least 6 times plus about 6 emails. They are so incompetent they can not even give us a provisional credit! This is affecting our health. They continually make deadlines and then break them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up on complaint # XXXX. Loan care sent me a letter mentioning that they reached out a insurance company called XXXX which has not have my policy FOR OVER 3 YEARS and ignored my multiple documentation sent from SECURITY FIRST which is my ACTUAL insurance policy for the house AND that includes FLOOD INSURANCE. I also reached out to XXXX XXXX and they faxed the required documentation on XX/XX/XXXX AND XX/XX/XXXX and the issue still without a solution and Loancare still charging me a {$3000.00} flood insurance. Lastly, on their letter they sent me a customer care number with an extension number that doesn't exist ( extension XXXX ) and the number goes directly to a voice mail. These are deceptive and illegal practices where this organization ignores the proof of insurance and charges home owners ridiculous amounts for a policy that was never needed. Because this deceptive and illegal practice, my monthly payment moved from {$2300.00} per month to {$3100.00} this upcoming XXXX which will be impossible for me to pay. Please investigate and DO SOMETHING! Kind Regards XXXX XXXX Loan # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2020 I request an Appraisal or BPO for my house to removed the PMI on my monthly payments because the value of my property is over 20 % of total value I owe the Loan Care now XXXX XXXX XXXX. ( XXXX XXXX XXXX XXXX XXXX Company : Loan Care told me I will receiving the form in 10 days, I never received this docs, I call again by XX/XX/2020 and they say sorry they will be sending the docs soon, never received nothing and they still charging {$220.00} monthly, I call again by end of XXXX and say again I will be receiving the docs to request the BPO or Appraisal the first days of XXXX. I do not received nothing and they do not answer the phone call. Then they sent me a wrong escrow balance and increase my monthly payment from {$1900.00} to {$2000.00} and they have over {$600.00} on my escrow account and do not return. This is my home residents. Already call today and speak with 4 different people and they say to removed the PMI the money I owe them of my property will be 76 % according to the law is 80 % Company still refusing to offer me an BPO or a appraisal, I will pay for this. Need to solve the escrow money return and my right to request a BPO or Appraisal. 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: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I submitted complaint # XXXX on XX/XX/2020 against Loancare LLC. I received the company 's response on XX/XX/2020. However, the company 's ( Loancare ) explanation is questionable. LoanCare says in the response letter that the charge to me of XXXX $ is for their payment to XXXX for recording the deed. But they did not provide receipt for that payment. Instead, they provided a copy of XXXX countys fee schedule. Nobody will use a price tag as proof of payment. If they did make the payment, they should provide the payment receipt. My title company charged me XXXX $ and paid to XXXX for deed recording ( Receipt # XXXX, see attachment ). XXXX county office will not change two times for deed recording for one re-finance. Please ask Loancare to provide receipt for their payment as deed recording fee for their XXXX $ charge. If they cant provide payment receipt, they should refund my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Dear Sir or Madam : I am writing to dispute the following information in my credit report. XXXX, a mortgage company, has declared that I made a late payment for the month of XX/XX/2019. I have worked with my mortgage company to dispute this claim and have ignored my claims and ruled to keep the late payment. I am trying to Refinance my home and the late payment report on my credit detrimentally affects my eligibility for this opportunity. I request that the CFPB assist my in this dispute for late payment and request Loancare follows ethical procedures in their reporting. I have written a statement below formatting the grounds of my dispute. Right before closing on our home in XXXX of 2019, we switched home owner 's insurance that would decrease our monthly escrow payments for our FHA loan. However, to prevent having to go back and have the underwriters reconfigure the loan and jeopardize the closing, we decided to close with reporting the obsolete insurance and decided that after closing the mortgage company could then adjust the monthly escrow payment at the beginning of the life of the loan. Upon receiving our first mortgage statements, I discussed with Loancare that the monthly mortgage payment would need to be adjusted to reflect the homeowners insurance. Loancare asked that I follow the necessary steps to submit an escrow adjustment request and that it may take up to 2-3 months of investigation to receive a determination from Loancare to adjust the escrow payment. However, Loancare anticipated my first mortgage payment to be made in the Month of XXXX and consecutively for the following months. I spoke to Loancare representatives multiple times to understand how to best proceed with making payments while the escrow adjustment was still under investigation. I told the representatives that I did not feel comfortable making mortgage payments that were over what the loan amount actually was. I feared that I would not receive credit for the overpayment or that Loancare would not have any incentive to resolve the escrow adjustment since they would be profiting in my overpayment. The Loancare representatives I spoke to all agreed that I should wait until the escrow was adjusted and that they would put " notes '' of my attempts to call to communicate with my lender when I could make a payment and to see if the escrow adjustment had been finalized. Finally, when the process seemed to be extending into XXXX, I spoke to a representative to express my frustration for the tedious process. He stated that the adjustment investigation was almost complete and that I would be safe to make a payment in XXXX. The loancare representative and I made a verbal agreement to pay all three months of the delayed payments in XXXX which was written in the " notes '' at which all Loancare representatives had access to and could refer to in regards to my account. Even though I do not have physical documentation of these " notes '' for my Loancare account, I know that they exist. All of my continued conversations with Loancare representatives in regards to the late payment dispute, everyone has been able to refer back to this agreement to pay all three months in XXXX. Apparently my dispute against the late payment had been denied because Loancare claimed that they had resolved the adjustment on XX/XX/XXXX and attempted to contact me once to notify of the adjustment. In Loancare 's perspective, one attempted call was sufficient for notification and 5 days was enough time for me to turn around and prepare to pay. During this time I was completely unaware that Loancare had changed their stance in regards to payment, since ( per our agreement ) I was anticipating to pay in XXXX. I have honored and fulfilled every agreement I have had with Loancare. I payed all three months in XXXX as promised and have not made a late payment since XXXX. I find this highly unethical credit reporting. I have made every attempt to work with Loancare and have only behaved in good faith with my mortgage lender to pay what I owe but only what I owe. I would like to emphasize to the CFPB that ( 1 ) loancare did not make any meaningful attempts to contact me in regards of my approved escrow adjustment. ( 2 ) loancare and i verbally agreed that I would make payment for all three months in lieu of the adjusted escrow in XXXX once it had been approved. ( 3 ) in the disputed month of XXXX ( which Loancare reports I made a late payment ), Loancare states that they attempted to contact me on XX/XX/XXXX unsuccessfully and made no further attempts to notify me that the escrow had been adjusted and therefore expected for me to make a payment by XX/XX/XXXX. Ultimately, the notification for escrow adjustment or to make a payment was not conducted in good faith. Loancare 's claim that I had sufficient time to make payment in XXXX once the escrow had been adjusted is ludicrous and nefarious. I respectfully request that the CFPB assist in my attempts to seek relief from Loancare. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80538
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A