Date Received: 2020-10-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage loan with Customer Service Inquiries and Payments LoanCare ( XXXX ) Attn : Customer Service XXXX XXXX XXXX XXXX XXXX, VA XXXX Telephone : XXXX Fax : XXXX Monday - Friday XXXX XXXX. XXXX XXXX. ET Saturday XXXX XXXX. XXXX XXXX. ET. I was in forbearance and after I applied for deferred balance, they put it and the end of loan. I continue doing my monthly payments. Now that interest rates are lower, I try to refinance but the new company asked me to pay for deferred balance in order to qualified me. I have called LoanCare and I explained that I would like to pay my deferred balance because I'm going to refinance with a lower interest rate. They said '' I can't pay my deferred balance because the deferred was processed and move it to the end of my loan, that I have to pay all my loan in order to pay the deferred balance ''. I asked them if they can refinance my loan and they said, ''LoanCare do not refinance loans, I was told. '' I have spoken with them several times, and one of those calls, the new company that I'm trying to refinance called them in 3 lines call as well and explained them that was unfair that they are doing this to me, and asked them to find a Soluciones for me but so far, they are not willing to help me. LoanCare company never told me that if I applied for deferred the only way to pay it off it was going to be until I pay all my loan first and that will be a problem if I would like some day to refinance. I was not aware of that. If I was aware, I will never do something like that. Now I'm so frustrated that I'm locked in to that company with that high rate because they do not let me pay my deferred balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95116
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: My primary residence 's mortgage servicer is Loancare LLC ( https : //www.myloancare.com ). InXX/XX/2020, I accepted their forbearance plan because I was financially affected by the COVID shutdown. On XX/XX/2020, I got an email stating that I have been approved for the forbearance plan ( email attached ) and that I should read the forbearance plan agreement carefully. I received an agreement letter ( attached ) dated XXXX XXXX. Before I entered the forbearance plan I was one payment away from having my PMI removed. Neither the letter that I received nor the email mentions that my PMI will not be removed for another 24 months and that I will be penalized if I accept the forbearance plan. I even made partial payments during my forbearance period. I ended the forbearance plan beginning of XXXX and made all the payments. I have never defaulted in any mortgage payments. I have requested Loancare several times for cancellation of my PMI. However the mortgage company is still forcing me to pay PMI for extra 24 months. I have complained several times, including an escalation call with the manager, XXXX, on XX/XX/2020 ( escalation request # XXXX ). She mentioned that the PMI will be removed in 7 business days. However, without notice they quietly rejected my PMI cancelation request. I did not receive any written letter or email from them. I called again on XX/XX/XXXX and talked with another manager, XXXX XXXX agent # XXXX ) and she insisted that there is no way the PMI will be removed and that I am forced to pay for PMI for another 24 months because of the forbearance plan. This deceptive behavior by Loancare has caused me an extra financial burden during COVID crisis. They advertise their forbearance plan as a compassionate act however they are defrauding people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77357
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare LLC does not apply my payments correctly. I have submitted several complaints through this site, yet the problem is never fixed. Nor do I get a response from the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loancare has stated that My First Trial Payment was for XX/XX/2020. All three payments were made. Loancare now states My First Trial Payment for my FHA loan begins on XX/XX/2020, a date I was previously told to not make a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Long story short : I sold my home and I have proof that my mortgage was paid off by the escrow company in mid-XX/XX/XXXX. Nevertheless, XXXX XXXX My Loan Care reported me as more than 30 days past due for in XXXX ( more than 2 weeks after the loan was paid through proceeds from the close of the sale ). I am unable to contact anyone at the company despite trying for nearly 2 months. See below for more details. I refinanced my mortgage several years ago with then XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX changed their name to MyLoanCare. MyLoanCare was recently acquired by XXXX XXXX XXXX. I've never been able to successfully log on to the XXXX XXXX XXXX site, as the transition occurred at just the relevant time of the events below. In XXXX or XXXX of this year, my husband and I were impacted by COVID. We reached out to our lenders, and all of them granted the COVID relief of payments. The relief of payments from XXXX XXXX My Loan Care extended through XX/XX/2020. I have documents that say this. Unlike all of the other creditors that my husband and I had at the time, XXXX XXXX ( then ) My Loan Care was deceptive in their website. They showed us throughout the COVID relief period as being delinquent in our payments. It was impossible to get the status of our loan during this period from the website. They mailed us documents, all of which we have. In XXXX of this year, I received a job offer in XXXX. That job offer was put on hold due to COVID travel restrictions, but in XXXX they hired me and made plans for us to move. In anticipation of the move, we sold our home. Both our Escrow Agent and I contacted XXXX XXXX My Loan Care to obtain the payoff amount. On XX/XX/2020, my husband and I moved to XXXX for our new job. Since moving to XXXX, I have been attempting to access the XXXX XXXX My Loan Care website to confirm that they were reflecting the payoff of the loan. I have been unable to access the website. I get a message saying that the server timed out, but I suspect that the company is geo-blocking me. I've also tried many, many times to access the chat feature. I'm also unable to contact them this way either, as I get the same error messages about server timeout every time. In mid-XXXX, our loan closed, and I have the Escrow payoff statement showing that XXXX XXXX My Loan Care received the payoff amount that they told both me and our Escrow Company was a valid payoff amount. Last week, the week of XX/XX/2020, I received two credit monitoring alerts. Both advised me that my credit score had dropped and I should check it. I logged on to both sites, and both advised me that XXXX XXXX My Loan Care had reported me as greater than 30 days delinquent in XX/XX/2020. I have paid them the amount that they told both me and our Escrow agent was the payoff amount as of the date of close of escrow. They have blocked me from entering their site, and they have damaged my credit. I would like for them to correct their error expeditiously, as my husband and I are looking for ways to invest the proceeds of our home sale, and their error will cost us real money in terms of rates and, potentially, eligibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced a mortgage and finance the purchase of a new home with LoanDepot. This was in turn sold over and given over to LoanCare to service the loan and I recently learned that XXXX XXXX is the investor that bought my loan. I am writing with urgent need of help - LoanCare is harassing me for no reason - I am attaching couple can examples of how Loan Care is harassing me and how badly they treat customers. As one instance they are playing with my escrow dollars to pay for insurance that my building already has - at one point they too {$2500.00} from my escrow for insurance - it took over a month and 50 man hours in calls from me and the insurance company to finally get this money back in my escrow account. Another instance even though I was in Covid-19 forbearance for 2 months which I got out pretty quickly I paid in full and completely on time 2 weeks ago. Yesterday ( XX/XX/XXXX ) I get a letter saying that I was behind 37 days and had missed two payments. I had to waste 3 hours calling them just to find out that it was a mistake of their automated system ( had to put up with a customer service rep screaming at me and not wanting to hear my complaint ). I have multiple other examples of issues with flood insurance charges that are already covered by my HOA and have plenty of proof. Everytime I call them is at least 40 minutes on hold when they finally answer - they say its fixed, that it was an oversight in their part just to have another letter 3 days later threatening me that they will buy more insurance on my behalf because my building doesn't have enough insurance ( which is a lie and have to call them again ) - even though I already shared the insurance certificate with them. Loan care practices border on criminal harassment. For your records the loan numbers I am complaining about are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( unit rented ) Loan number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX ( I reside here ) Loan number : XXXX The latter one is the one I want escrow funds released back to me immediately - they are actually holding about {$1400.00} over my liability. My property tax liability is {$4000.00}. They are holding {$5400.00}. - I have all the proof you may need Please I need help - the stress Loan Care is giving me me is already causing health issues Thanks and regards XXXX XXXX XXXX XXXX : I am attaching a couple of examples of the type of harassing letter I get 3 times a week at least ( I have a credit score over 800 - never been late on a payment - so this type of treatment is new to me )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing of my mortgage was transferred to XXXX XXXX XXXX XXXX c/o LoanCare , LLC effective XX/XX/2020. On XX/XX/2020, after contacting LoanCare and speaking with a customer service representative, I made an online principal curtailment in the amount of {$43000.00} along with a one-time fee of {$300.00} in order to re-cast my mortgage. Since that time, I have repeatedly contacted customer service to follow up on the re-cast documents. After the first two follow-up attempts, with no resolution in sight, I reached out to my Loan Officer, XXXX XXXX, on XX/XX/2020 to see if he could assist. On or about XX/XX/2020 almost three months after I submitted the online principal curtailment I finally received an Agreement for Modification, Re-Amortization, or Extension of a Mortgage in the mail. However, upon review of the document, I realized much of the information was inaccurate. I, once again, contacted customer service and was advised that I would have corrected documents in my hands by XX/XX/2020. As of today, I have still not received the corrected documents. I contacted customer service again today for the 5th time and spent 38 minutes on hold waiting, in vain, for someone to connect me to a supervisor. It is now almost four months since I sent LoanCare over $ XXXX and I have nothing to show for it. I continue to make my monthly mortgage payments, on time, in the full amount specified under the original terms, when I should, in fact, be making principal & interest payments on the reduced amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was offered a forebearance plan a few months ago and when I asked about the outline I was told the following : RE : Loancare.com XXXX XXXX owned * Credit would not be harmed -- They hit it and called it delinquent dropping my credit score by 100 points. I contacted them and filed a complaint with you and it was elevated to close to what it had been ( XXXX ) * I was told the payments being deferred would be added to the end of the loan and now they are saying I need to pay all the ones I was given a delay on. * They are nearly impossible to reach at all 3 800 numbers and have excuses for trying to reach them. * They have people call at odd times, like holidays, and they say to call them back and when I did I was told by voice mail they are not there due to not being business days and hours. * They write long semi threatening letters and do not care that there own customer service is unavailable unless you wait for " wait times are in excess of 30 minutes '' and websites are non functional consistently. * I made a payment on XX/XX/XXXX and told them I would start making payments monthly again and still not getting any help to get a modified loan and move payments to end of loan. * I have sent letters 3 times to CEO XXXX XXXX of Loan Care and always get unsypathetic responses from whover he hands it off too
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: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted my mortgage company a few days after my escrow information had come out. i had noticed that they did not adjust my total amount due to accurately reflect my escrow account. they raised my mortgage payment over {$100.00} per month. it was supposed to be fixed by XX/XX/XXXX, XXXX it still had not been fixed as of XX/XX/XXXX, XXXX i have since contacted them 3 times about it and i get no response. now my payment is due and they refuse to do anything about it. i sent them the revised tax bill now 4 times. no response. this company is TERRIBLE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46217
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding Loan Care, goes by XXXX also. On XX/XX/2020, I had a fraud attempt on my bank account so XXXX XXXX made me close my checking account and open a new one. I had auto pay on my XXXX mortgage account to draft on the XXXX of every month and never missed a payment until now. XXXX XXXX told me they would honor any auto draft payments coming through the old account for 90 days. On XX/XX/XXXX, I went online to their website, since they will never answer the phone, and changed my address since I moved and updated my account number to the new checking account. By the time I received the late notice for XXXX, it was XX/XX/XXXX and I received it at my new address. I went online and saw that I needed to make XXXX payments, which I made and saw they accessed a late fee. I was furious, I tried to call them, left a message that was never returned and so I emailed them on XX/XX/XXXX for response. They responded and did remove the late fee on XX/XX/XXXX after I explained this was their error. I then asked if this was reported to the credit bureau and found out they did! I have been asking for a response to have the 30 day late removed from my report since XX/XX/XXXX and have sent several more emails since they don't answer the phone no matter what time it is. The last email from them was on XX/XX/XXXX stating they are checking into it. Their online system took the address change but didn't update my account info. I have NEVER had a late mortgage payment OR a 30 day mortgage late on my credit ever! I have heard nothing but bad things about this company and I have experienced that as well. They need to be investigated for unfair business practices and horrible customer service. They take your money, but will not help you. I am requesting your help with having the 30 day late removed from my credit file and as this has negatively impacted my score. I have worked very hard all my life to keep my credit score high and I am very upset that this company, due to their error, has caused me this trouble. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A