Date Received: 2020-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed numerous complaints on all parties involved in this matter.. The last phone conversation with executive specialist at XXXX XXXX yesterday XX/XX/26. they stated that LOANCARE HAS TO GIVE XXXX XXXX written consent to ask XXXX to return the funds.. My mom has been helping me with all of this because I am not readily available to answer my phone, I am a XXXX XXXX.. Her and I and XXXX XXXX were on the phone yesterday. The funds ARE sitting at XXXX XXXX to return to XXXX XXXX when ask the contact at XXXX XXXX is XXXX XXXX XXXX. But XXXX XXXX will not call XXXX XXXX because Loan care as not given them consent to do so.. I will attached all documents from all parties that have been involved and would so very much appreciate a resolution this has been going on since XX/XX/XXXX ... going on 7 months now and that is not counting from the date the check was sent.. To sum up this issue Loancare sent a check written off a XXXX XXXX account and XXXX is holding the funds that a perpetrator tried to steal. And XXXX can not do anything with said funds until someone from XXXX XXXX calls them and XXXX XXXX will not until Loancare tells them too.. this is all getting so RIDICULOUS ... I have complied with all companies involved. All info from all companies will be attached and I will file against all of them again!!! Because they seem to be doing nothing except XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77338
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 I changed insurance carriers for the property associated with this loan. In that process, I paid the annual premium to the carrier. XXXX XXXX, who then sent the information to LoanCare indicating that they were insuring the property. Although the premium had already been paid, LoanCare incorrectly paid the premium again. Prior to this transaction, and unknown to me, they had already paid the annual premium to the former insurance carrier. Ultimately, that premium was returned to me. However, as a result of incorrectly paying the premium on the new policy, the low escrow balance triggered a new analysis of the escrow account resulting in an increase in the escrow and thus the payment of {$51.00}. XXXX. As soon as I received my XXXX statement and found the increase, I called LoanCare to get an explanation and get the problem resolved. The customer-no-service personnel were less than helpful. The first person I talked to, XXXX, would not listen and could not comprehend the situation so I requested a supervisor. I was put on hold for over 40 minutes at which time the call was disconnected. I called back and spoke to XXXX in the insurance area. She indicated that check number XXXX had been sent to XXXX and had been cashed so they could not stop payment. She indicated that as soon as XXXX realized that the payment had already been made, they would refund the payment. However, I found out later that XXXX never received the check. XXXX. I called to get an update on the status of the refund. After being on hold for over 50 minutes, I spoke to XXXX. She was no help. She could not provide any pertinent information or status. XXXX. I called to get an update since it had been a month since my original call. I got a recording and requested a call back. XXXX. I received a call from XXXX, a resolution specialist. He was not able to help, so I requested a supervisor. 53 minutes later XXXX XXXX came on the line. She could not provide a solution, but said she would research the issue and call the next day. She did not call back. XXXX. I called and spoke with XXXX and asked to speak to XXXX XXXX ( manager ). I was told he was busy, but would call within the hour. He never called. XXXX. I received a call from XXXX XXXX ( XXXX ). He indicated that he would be my point of contact going forward and would keep me posted on the status. He said that he had the cancelled check showing that XXXX had cashed it. I stated that I expected the account to be corrected retroactively as if this error had never occurred. XXXX. Having not heard anything in weeks, I called Mr. XXXX. I left a voicemail but did not receive a call back. XXXX. Having still not heard anything, I called Mr. XXXX again. I left another voicemail but did not receive a call back again. XXXX. I received a call from Mr. XXXX telling me that the funds had been deposited into my escrow account. XXXX. I left a voicemail for Mr. XXXX reminding him that I expected the account to be corrected retroactive to their error in making the payment to XXXX, as I had requested above during our initial conversation. He never responded. XXXX. I left another voicemail for Mr. XXXX, but he has to this day not responded. As recently as the XXXX statement, the account has not been corrected. The additional {$51.00} per month should have been going to pay additional principal which would reduce the interest expense for the remaining term of the loan. The increase is escrow was an inappropriate adjustment based on the error LoanCare made in paying a premium that had already been paid, and then taking almost 3 months to finally replenish my account. However, they have not readjusted the payment nor have they retroactively corrected the account. I request your assistance since LoanCare has refused to fix the problem to my satisfaction and are ignoring my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We obtained financing for our apartment, which is a unit in a cooperative building in NY, back in XXXX of XXXX and closed. Ultimately, the debt was sold off to another lender, then to another, before finally being sold again to XXXX ( with our loan being serviced by LoanCare , LLC ). By the middle of XXXX, we had paid off our mortgage in full. At this point, we had tried to obtain a home equity line of credit and discovered that we could not without having the original stock and lease certificate in our possession. The original stock and lease certificate is unique to cooperative buildings and serves to provide the holder with the right to live in the unit. Without the original, the building can not authorize the sale of the unit. This was held as collateral by the lender at our closing and should have been released to us upon our payoff of the mortgage. We've had requests in for LoanCare and XXXX to provide us with our original stock and lease certificate for over a year now and have called repeatedly and frequently to get updates, reinitiate request tickets, and have just been given copies ( which are useless to us ). LoanCare and XXXX appear to have no idea of how a cooperative building works and never seem to understand why we need the originals. In recent months, they tell us they understand what we need exactly and continue to provide us with copies. At this point, it is clear to us that they do not have the original document and should be providing us with an affidavit of lost stock certificate to provide to our cooperative building so that they can issue a new one to us. However, they refuse to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I own my house, but the mortgage is in my deceased step-father 's name. I have always paid it, but LoanCare, claims I missed payments ( I have proof I did not ) and they now refuse to accept my payments. I had a lawyer contact them, but they did not respond. I am afraid my house will go into foreclousure and they refuse to talk to me or give any information. I am elderly and I need assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was paid off on XX/XX/2020. As of this date, Loancare has not sent the lien release to the County probate office for recording. Alabama statute requires the lien release be sent within 30 days after payoff. I have contacted Loancare 3 times to get a status but every time I called, I was given a different answer. Twice, I was placed on hold for over 10 minutes then cutoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had to file a complaint due to me applying for a deferment caused by covid-19 after filing the complaint Loancare placed my loan on a deferral. I received a letter on XX/XX/2020 stating loancare had spoken to me about the approval of the deferral agreement, not once have I spoken to anyone who has been handling my deferral. no one has called me nor has anyone explained the deferral to me not one person has talked to me about any dollar amounts that would be deferred on the back end of my loan. I read over the letter that was received on XX/XX/2020, loancare is trying to charge me for 4 past due payments. I have only been late 3 payments which started in XXXX, XXXX and XXXX of 2020 I have not missed any other payments. I started back paying my loan in XX/XX/2020 which I sent a letter and email as well as fax letting Loancare know I was able to resume my payments. I also filled out the paperwork that was sent to me in order to approve my deferral not once after filing the complaint and sending all my information, Loancare has not called me not once. The only calls are the calls I made to loancare speaking to representatives who could only tell me my loan was being processed and someone would contact me, that day has never came. Now loancare is trying to charge me {$15000.00} for 3 past due payments that is {$690.00} per month including taxes and insurance. My total past due 3 payments are {$690.00} times 3 missed payments is {$2000.00} so why is Loancare trying to charge me {$15000.00} on the back end of my loan? This company is a complete fraud. My documents below shows I have not spoken to anyone in that department who would have explained my deferral before mailing out a letter on XX/XX/2020 which I received on XX/XX/2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020 I applied for a 3 month forbearance due to COVID-19 and was approved. During this time I received letters saying my account was past due. I called repeatedly and they told me to ignore the letters, I was in forbearance. In XXXX I said I could resume payments and closed the forbearance both online and over the phone. I resumed payments in XXXX as scheduled. Loancare/XXXX sold my loan to XXXX in XXXX with first payment due to XXXX due in XXXX. When I called XXXX, they hadn't received any of the info on the forbearance or deferment from LoanCareXXXX I attempted to pay in XXXX, but was told not to because it would be considered a partial payment and they could not accept it. Same in XXXX. I had to defer additional payments in order to get the account current. In XXXX LoanCareXXXX reported my account as 60 days past due even though I had an approved forbearance, causing my credit score to go down 139 points. I spoke with a representative on XX/XX/2020 and he said they have no record of anything regarding the forbearance or deferral and it should not have been reported as past due with an approved forbearance. I disputed the late payment report with XXXX I am unable to do a refinance to a lower rate which would lower my mortgage by {$500.00} per month due to this inaccurate credit reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020 I applied for a 3 month forbearance due to COVID-19 and was approved. During this time I received letters saying my account was past due. I called repeatedly and they told me to ignore the letters, I was in forbearance. In XXXX I said I could resume payments and closed the forbearance both online and over the phone. I resumed payments in XXXX as scheduled. Loancare/XXXX sold my loan to XXXX in XXXX with first payment due to XXXX due in XXXX. When I called XXXX, they hadn't received any of the info on the forbearance or deferment from LoanCare/XXXX. I attempted to pay in XXXX, but was told not to because it would be considered a partial payment and they could not accept it. Same in XXXX. I had to defer additional payments in order to get the account current. In XXXX LoanCare/XXXX reported my account as 60 days past due even though I had an approved forbearance, causing my credit score to go down 139 points. I spoke with a representative on XX/XX/2020 and he said they have no record of anything regarding the forbearance or deferral and it should not have been reported as past due with an approved forbearance. I disputed the late payment report with XXXX. I am unable to do a refinance to a lower rate which would lower my mortgage by {$500.00} per month due to this inaccurate credit reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed for divorce from my ex-husband back in XXXX. During that time, the house that we shared was awarded to me in the divorce. I now have to get my ex 's name off of the current loan that we hold for the house. The loan is through a company called LoanCare. I contacted LoanCare in XXXX of XXXX to see if it was possible to refinance through them to remove my ex from the loan. I was told that they did not do XXXX 's, but that I could do a loan modification and it would remove him from the loan. I was told by LoanCare that I had to let me loan go 30 days late in order to do a loan mod. I was extremely hesitant to do that since I have never paid my mortgage late. I was told it was the only way I could get my ex 's name off of the loan. Reluctantly, I agreed. I was sent paperwork to start a loan mod in XXXX. I was told BOTH my ex and I had to fill it out. So, my ex husband filled out his portion and I filled out mine and sent it in. A couple weeks later, we were denied for the loan mod. When asked why, I was told that my ex could not be on the paperwork and that they sent the wrong paperwork by mistake and that they would send me the correct paperwork. I asked if I should make XXXX 's payment and I was told no because my mortgage had to stay in a delinquent status. Again, more paperwork was sent to me and I filled that out by myself and sent it in. Again, I was denied. I was told that I didn't qualify with just my income. They told me they would send out a THIRD set of forms for me to fill out, but this time to add my current husband to it and then I'd be approved. We are now in XXXX and AGAIN, I asked if I should make a payment and AGAIN told no. By the time the third set of paperwork was sent to me, Covid-19 hits us and I am told that they are no longer doing loan mods and that they're going to put me into a forbearance plan. I've been on a forbearance with my mortgage since XXXX and I recently received a copy of my credit report showing that they've not only reported XXXX and XXXX 's payments as late, even though I was working with them to do the loan mod, but they've reported XXXX 's as late as well. I sent in a request for removal to all three credit bureaus and only XXXX 's late was removed from my credit. All of the lates should have been removed. Due to the CARES Act, it is illegal to report any loan as late to your credit if it is in a forbearance during this time. I have tried for MONTHS to get LoanCare to work with me on this to remove these lates, to help me get out of this current loan with my ex-husband, to help me with ANYTHING to help my situation. They refuse. Due to this, my ex-husband is now taking me to court to get his name off of this house. I need help to get these lates off of my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home in XXXX of XXXX through a conventional 100 % loan for {$240000.00}. I recently sent a letter to our mortgage company requesting to have our Private Mortgage Insurance ( PMI ) cancelled. I received a letter from them saying that our request was denied because our current loan-to-current value ( LTCV ) is not at a ratio of 80 %. I will explain why I feel this is inaccurate : XXXX We have never missed a mortgage payment or been delinquent on a payment in over 13 years at our house. XXXX When I called the company today ( XX/XX/XXXX ) I was told that we are at only 93 % LTCV because they are basing that off of an appraisal in XXXX when we refinanced at {$200000.00}. I explained that it should be based off the ORIGINAL loan appraisal of {$240000.00} in XXXX. On top of that I know for a fact that our house is currently valued at over {$310000.00} as we were told by a real estate agent in XXXX when we thought about selling our house, and now real estate values in my area have gone up even more. I was told by our mortgage company that they will " re-open '' our case but we also can pay for a new appraisal to prove that our home is worth more than {$200000.00} but I know this is not necessary if they actually go off of the correct ORIGINAL appraisal of {$240000.00}, let alone going off of current real estate market values. Our outstanding principal balance currently stands at {$190000.00}. So we are actually at 79 % LTCV which is grounds for us to have a case for having our PMI cancelled. Our mortgage company is XXXX, and the servicing company is Loancare. My complaint is that I feel that our mortgage company is forcing me to have to pay for a new appraisal at my expense in order to have my PMI cancelled which is unfair when the Homeowner 's Protection ACT allows for PMI cancellation once someone has reached 80 % LTCV payoff of the ORIGINAL loan and has great payment history like we have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A