Date Received: 2020-11-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/XXXX, due to COVID-19, I entered into a forbearance with my mortgage company, LOANCARE , LLC. This forbearance was part of the CARES Act, and I was assured by the mortgage company that entering into the forbearance would not affect my credit score. The forbearance was approved ; their approval emails indicated my credit would not be affected. The forbearance was set to expire on or about XX/XX/XXXX. In or about XX/XX/XXXX, I called and applied via e-mail for LOANCARE , LLC 's forbearance extension, again confirming that this would not affect my credit. This extension was approved and forbearance extended until XXXX with the company insisting that forbearances are not reported as late by them. Given the COVID-19 situation, I sold my home on XX/XX/XXXX and the LOANCARE , LLC mortgage was paid in-full which LOANCARE , LLC confirmed via app and physical letters. I also received an escrow refund. I recently found that my credit score across all three bureaus had inexplicably dropped 53-96 points, with XXXX dropping the most ( 96 points ). Panicked over this drop, I investigated to find all three bureaus showing that the score had tanked due to LOANCARE , LLC reporting me as 120+ days late with my mortgage ( retroactively showing me as delinquent back to XX/XX/XXXX ( when I entered into the CARES Act forbearance ) as of about XX/XX/XXXX when they marked the account as closed, thus effectively destroying my credit. I immediately contacted LOANCARE , LLC. They said they did not know why I was reported 120+ days late, but that I should not have been reported as such. I then emailed them a screenshot of my credit report showing their 120+ day delinquent indicator. I received an email message back stating that they didn't see in their records where they had reported me delinquent, effectively closing the matter on their end. I replied to their email explaining again how they were wrong and included a more specific screenshot of how their account appears on my credit report. I received no response. I then disputed their destructive 120+ day delinquent status with all three credit bureaus. Following my filing of the disputes, I called LOANCARE , LLC back and informed them that it appears they are in violation of the CARES Act by using the forbearance plan to destroy my credit - after the fact ( after my mortgage was paid in full in XX/XX/XXXX ). I was then told I needed to send them all three full credit reports. I attempted to print all three reports, and was not allowed to do so for two bureaus due to the pending disputes against LOANCARE , LLC. I was however allowed to print XXXX. A LOANCARE , LLC representative informed me that I should wait until the credit bureaus provided an answer to my dispute to submit the credit information to them ( LOANCARE , LLC ). I explained how that made no sense and again demanded they fix their wrong reporting to the credit bureaus, informing them that their destruction of my credit will cause me to lose my open to buy on credit cards, make it impossible for me to buy a new home in Spring XXXX, and potentially cost me my job ( as my employer views credit reports as part of regular background checks ). LOANCARE , LLC did not care, and discounted everything I told them. I printed and highlighted LOANCARE , LLC 's 120+ day delinquent indicator and sent them the full XXXX report, again demanding they fix the issue ( pg. 48 - see attached ). I have received no response as of the filing of this complaint. My job depends on this being fixed. I have done nothing wrong, and LOANCARE , LLC is completely unscrupulous. Please help me. Attachments - XXXX full report ( see highlighted page 48 ) ( all three bureaus affected ) ; forbearance letters of approved plans complete with their CARES Act language stating nothing would be adversely reported to credit bureaus ; the credit alert which initially indicated what LOANCARE , LLC had done ; a copy of the LOANCARE , LLC letter stating my mortgage was paid in full in XX/XX/XXXX ; a copy of the escrow refund check sent to my by LOANCARE , LLC following my mortgage being paid in full ; and a copy of the LOANCARE , LLC app showing a XXXX balance ( nothing owed ). LOANCARE , LLC contact : XXXX XXXX XXXX, XXXX XXXX, VA XXXX ; ( XXXX ) XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 559XX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in forbearance with Loan Care since XX/XX/2020 and ended the forbearance at the end of XXXX 2020. Upon their request, I submitted the required paperwork 60 days prior to the forebearance ending to find out what our options were to start paying the mortgage again. After numerous calls and different information given to me each time, we received a modification in the mail XX/XX/XXXX. I then called again on XX/XX/XXXX asking what my other options were since the modification was not even something to consider. I was told the send back the modification offer with a letter stating that I was declining the offer and wanted to defer the 6 months payments to the end of the loan and begin paying the regular mortgage amount due. I think called the following week and they confirmed it was received and in review which would take a few weeks to complete. That is the final conversation/correspondence that I have had with them until today. Since I gave them a month to finish the review, I called today to find out what the status is since I have not heard anything and I'm no longer able to log into our account. I was then told that we were denied the deferment due to the fact that our loan was transferred to them in XXXX from our previous mortgage holder. I then asked to speak with a supervisor, and was on hold for over an hour to be told that no supervisor was available and that I should receive a call back in a couple days. Each time I have been told that I never received a call. Our mortgage is backed by XXXX so per the Cares Act we should have the option to defer these payments but I just continually get jerked around by this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The account in discussion is Loan care Account # XXXX the issue at hand is a late in XX/XX/2020, A financial accommodation was made. On my latest credit report which I will attach for your convenience, it lists a late pay in XX/XX/2020. According to the CARES ACT if any accommodation has been made no late pays may be reported to the consumer reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A company called Lonecare, LLC has sent me 2 letters demanding I send them documentation of supplemental tax payment. I have never entered into any contract or agreement with them to supply them any information on my loan status with XXXX, who I send my mortgage payment to. Lonecare is asking for information that was resolved on XX/XX/2020 by XXXX. If they have an agreement with XXXX, I would expect them to follow up with them. I will NOT be sending any information to them. By virtue of their own actions they are at least neglecant of handling my account information or anyone else 's. They should have knowledge that the issue was resolved from XXXX and XXXX should have already confirmed this with Lonecare with documentation they require.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92545
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX services my mortgage loan and escrows for both homeowner 's insurance and flood insurance. XXXX failed to pay the homeowner 's insurance and stated that they never received evidence that homeowner 's was paid and therefore they were going to force place insurance on me. My insurance broker called me up and informed me that the mortgage company had not paid. I paid directly the insurance premium. I called XXXX and specifically requested that they pay the homeowner 's policy. They insisted they were going to force place unless I showed them proof of insurance, even though they had the obligation to pay the insurance premium as they were escrowing for my insurance. After raising issue to a resolution specialist, I was assured that they had evidence of insurance ( even though I paid for the insurance premium effectively twice ). Now I just received another letter saying that there was a lapse in coverage from XXXX. XXXX was required to pay the premium ... if there was any lapse in coverage it is their responsibility. And now they are claiming that I need to pay them {$28.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: This company report that I have 3 different loan under this company but I actually has been only one loan one company 's already deleted form credit bureaus but the other is still pending. This companies has written off in all 3 loans with the IRS as different evictions on the same matter I had report to them this is incorrect or probably tax fraud in the end please locate the order of deficiency form IRS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently in forebearance ; have tried to contact about loan modification the last two months without response via online, phone, and email. As of XX/XX/2020 it shows a investor full settlement even though we have requested a loan modification and have not been notified. Why isn't my servicer answering any of my correspondences? XXXX XXXX - Loancare Servicing XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77356
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2020 I received a letter from my insurance company stating they did not receive the payment. I called LoanCare on XX/XX/2020 and they stated that the check was returned however they had resolved it with the insurance company and my insurance wouldn't lapse. They said a check would be sent overnight to the insurance company. The payment was not received by the insurance company until XX/XX/2020. By that point they had already closed my account. I was not informed until XX/XX/2020 that I did not have insurance and I found out at that time due to receiving a refund check from the insurance company. I secured new insurance the following day. Loancare then charged my escrow account {$260.00} in XX/XX/2020 for the lack of coverage from XX/XX/2020 to XX/XX/2020. I spoke to multiple representatives on multiple occasions who stated that they were required to charge my escrow account, but that since it was their mistake they would refund the amount. I received a refund for {$110.00} on XX/XX/2020. I called the company once I saw the refund and spoke to a representative and they said they don't know why the refund was so little and that they would send the file for research and the rest of my refund would be processed within 1 week. As of today XX/XX/2020 I have not received the rest of my refund. I called and spoke to XXXX and he is now saying there would not be any further refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my mortgage with XXXX XXXX in XX/XX/2020 and received notice that was mailed on XX/XX/XXXX on or about XX/XX/XXXX that my loan was being transferred to LoanCare LLC on XX/XX/XXXX. I provided my payment to them using the loan number for LoanCare on the notice XXXX provided. A week later it is still not posted and when I called LoanCare today to check on a number of items I was disconnected after talking to 3 different people. Not only am I concerned about my payment but I am in the middle of a refinance on this loan and my property taxes are due in XXXX. The first person I spoke with was not helpful as she stated it could take 10 days to find my account or to be loaded and I was extremely upset since this mess is not of my making. I asked to speak to a manager, she put my on hold then put me back into the main queue. I went through the prompts again which is difficult since they do not recognize the loan number I was given or my social and the person who picked up also said she had to transfer me to another area because it wasnt her area. I told her that was not acceptable and wanted to speak to a manager so she put me on hold and put on someone names XXXX who again tried to pull up by my social and loan number and when she couldnt the phone went silent. I should not have this diffculty confirming they received my payment, my taxes are being paid and get a payoff for my refinance. These delays could cost me my rate and additional cost on my refinance.
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: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hi, During the CV-19, I was temporarily applied for forbearance with the mortgage company MyloanCare from XXXX to XXXX. My monthly mortgage is {$1400.00} x 3 = {$4400.00} deferral to the end of my loan. The company mess-up was so bad that they show on my statement that the total amount is {$16000.00}. I called every week since XXXX. They promised to review my accounts. Until today, they still not corrected even they admitted on the call with me that is a mistake. It is so stressful and I am about to XXXX. I need to file this complaint as I believe others may run into the same situation. Please help to review the company accounts as I think they are not honest to the clients. thank you so much and looking to hear from you, Myloan 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: 91335
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A