Date Received: 2020-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 certified check number XXXX was mailed to XXXX XXXX in the amount of XXXX. {$1300.00} was to be applied to our monthly invoice and the additional {$400.00} was to be applied to the principle. On XX/XX/XXXX this check was cashed by XXXX XXXX in the amount of {$1100.00}, {$600.00} less than what the amount of the check was issued. We were not aware of this until we received a collection call from XXXX XXXX. We were told to enter an inquiry via XXXX. Our first inquiry was submitted on XX/XX/XXXX at XXXX. The ticket number I was assigned was XXXX. Due to this being a certified check I attached a copy of the receipt showing the amount of {$1700.00}. I called XXXX XXXX on XX/XX/XXXX to get a status update and was told ticket number XXXX had been closed and I needed to wait until XX/XX/XXXX for the investigation to be completed. I called again on XX/XX/XXXX because I received another collection call. I was told by your representative I needed to enter another inquiry because the first ticket number XXXX had been closed. I entered a second inquiry and was assigned ticket number XXXX. I called again on XX/XX/XXXX to check on the status of the second ticket only to be told a copy of the receipt was not sufficient. A front and back copy of the cashed check would have to be submitted before the process could go any further. I immediately went to my bank who provided this information. It clearly showed that the error was made by XXXX XXXX. I immediately submitted another inquiry and included a copy of the front and back of the check and was assigned a third ticket number XXXX. On XX/XX/XXXX I still heard nothing from your company. I called again and spoke with a gentleman who advised me that he was unable to locate ticket number XXXX and I should submit this information via email to XXXXXXXX. Very frustrated I sent an email with all the details and attached the copy of the front and back of the check. I called back that evening and spoke with another representative to verify the email was received and she confirmed it was. The representative also advised to wait until XX/XX/XXXX for resolution. I explained I unable to wait this long because my XXXX invoice would be late and I need this resolved today. I was transferred to a supervisor. The supervisor I spoke with advised me this was escalated up as high as possible for a quick resolution. It is now XX/XX/XXXX and when I checked the status of my account online it is still showing 30 days past due. I called and spoke with a another representative who advised she saw the {$600.00} had been applied to the account and hopefully by XX/XX/XXXX my account will be in good standing when I check the status online. On top of the missing {$600.00} I was advised my account had been reported to the credit bureaus. I asked the representative since this was no fault on my side if she was going to have my account removed and she explained this would be up to me to submit a written request. So here is the written request. PLEASE REMOVE my name and account from the credit bureau as being past due on the XXXX invoice due to the issue created by your bank XXXX XXXX. Your representatives were always courteous and polite but your business processes are not customer service friendly. I dont understand when there is a customer who makes payments every month in full on time and there is an issue why you wouldnt have attempted to assist with resolving the issue. You could have easily contacted XXXX XXXX for a copy of this check instead of making us drive to our bank to get a copy. Once you reviewed the check and saw the error was made on your side it should be up to your company to contact the credit bureau and have my account removed not inconvenience the customer to submit another inquiry and go through this process once again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The company refuses to take any responsibility for incorrect information reported to the credit bureau. In the meantime, my credit has been ruined because it incorrectly reflects 90-day delinquency. I have been unable to refinance my mortgage as a result and have been denied credit. This has created a financial hardship for me. I have been given no timetable as to when this problem will be fixed and have asked for compensation from the company for my troubles and refused. This has become a very frustrating process and I understand that is has happened to several other borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I recieved a letter XX/XX/XXXX from LoanCare stating they have fixed my problem after I sent in all the correct documentation to you and to them SEVERAL times to them and now when I call to make my payment ... I am not able to do so on their website, no one answers the phone and unless you chose to take a survey the call is dropped. I have been trying to reach them to make my latest payment for this month since XX/XX/XXXX. I have not heard anything back and I tried, phone email and their portal. I got through to someone this morning and made a payment and was told that I am still missing several payments which is NOT TRUE as per my bankstatements and what was worked out hence the XX/XX/XXXX letter. this company is HORRIBLE!!!! I NEED HELP AND I AM GETTING NONE AND THEY ARE TRYING TO TAKE MONEY I DONT HAVE AND I DONT OWE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We received a letter in the mail from XXXX XXXX XXXX, XXXX/LoanCare dated XX/XX/XXXX. It stated that " FHA has recently announced new options for customers ' existing forbearance '', they had listed FHA COVID-19 partial claim and COVID-19 Loan Modification. It stated " These options do not require that you submit documentation for review, but we must speak with you first to begin the review process ''. On XX/XX/XXXX, we called XXXX XXXX XXXX, XXXX/LoanCare at XXXX, to speak with them to apply, My husband talked to the representative and applied for the FHA COVID-19 Loan Modification, this required no paperwork the representative just needed to ask a set of questions. We answered these with the rep, then the rep said that is all they needed and that it needed to be reviewed by next department and then we would find out if approved or not. Per the letter, approval of the FHA COVID-19 Loan Modification could take up to 10 days, but could be less. We heard back from no one for a week. We called back XXXX XXXX XXXX, XXXX/LoanCare at XXXX on XX/XX/XXXX. 14 days after it was submitted, this was overdue in the 10 days or less they said it should take. This day they transferred our call to the Loss Mitigation Department. The Representative in the Loss Mitigation Department told us that the notes in her computer say it was started but not completed so she completed it while we were on the phone, and put n a request to Loss Mitigation area that reviews to check our request. Then we heard nothing. Today, XX/XX/XXXX, we called XXXX XXXX XXXX, XXXX/LoanCare at XXXX. Got transferred to the Loss Mitigation Department. The representative that answered said that we have no application started and we needed to file that out and submit paperwork. We told her that we didn't need to do that as we have already been through the steps per the letter and we want to know when the approval is going to be done. It should have been done 10 days after XX/XX/XXXX, we are now going on 24 days with hearing nothing. The representative was not very professional she got louder and she just kept saying that we need to apply and we have done nothing to try to apply. We asked for a manager ad she would not transfer us. The then hung up on us. We need this approval to be completed. We did all that we were told to do for the FHA COVID-19 Loan Modification. Our Forbearance is running out on XX/XX/XXXX. We were forced to extend our Forbearance to cover us for now until the FHA COVID-19 Loan Modification processes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97062
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Number XXXX and XXXX XXXX # XXXX. I had a mortgage with Loancare and refinanced in XX/XX/2020 with a different company. Loancare issued a check for a refund of the amount in the escrow account in the amount of {$250.00}. I have reason to believe this amount is incorrect and I should have received {$350.00}. The itemization on the check I received was completely unclear and unhelpful. I contacted Loancare to ask for an escrow account payment history to verify the refund they issued. They have been non-responsive to this request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our homeowner 's insurance through XXXX 's XXXX is to paid through our mortgage escrow account and was due on XX/XX/20. We got a pre cancellation notice from our insurance company because LoanCare had still not paid the premium. After numerous phone calls, we finally got the premium paid on XX/XX/20. We were told a bulk check had been sent and there were errors on it that kept getting it kicked back. When we called the last time, the representative sent a separate check just for us. She then told us that she would have to refund the first payment that went out where the error happened. It is now XX/XX/20, and we still do not have the amount of {$1300.00} returned to our escrow. We have called the company over 20 times and spend many hours on the phone. We keep getting the run around and different answers every time we call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20646
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, LoanCare / XXXX have destroyed my credit and my mother 's credit due to their incompetence in my loan servicing and reporting. My payment was sent in XXXX for XXXX and XXXX payment and I make sure that the instruction was properly relayed to LoanCare / XXXX, but they maliciously applied the payment to XXXX only and reported my mother 's and my payment late to the credit bureaus. I have spent more than 60 hours trying to have them rectify this situation to absolutely to avail. Every time I call, I'm told that a letter will be sent out to me stating that I'm not late on my payment, but up till this moment, that letter is yet to be issued. My credit score have dropped from XXXX to now XXXX from my recent inquiry of XX/XX/2020. I have never been late on my mortgage payment and this seems like a systemic bias becasue every time i call, I'm being placed on a 58 to 2 hours hold without anyone assisting me. Today I called and spoke to a Mr. XXXX ID # XXXX who then placed me on infinite hold that lasted for more than an hours with the automated system stating that there is no one available to take my call. I'm currently unable to refinance my home from a 4.75 % interest rate to available 2.50 % rate. My mortgage broker, Mr. XXXX XXXX have relentlessly attempted to assist me to no avail as well. Him and I have been calling for more than a week now. LoanCare / XXXX have destroyed my credit and now might make me loose my home. I need help asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91780
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Loancare in XX/XX/2020. On XX/XX/2020 I made a onetime payment and set up auto payments to come out the first of every month through the my bank. In XXXX I noticed that No payment had come out on the first. After more checking it had not come out for XXXX either. I had an email saying thanks for setting up auto payments. I contacted Loancare to find out what was going on. After a couple of days I finally got an answer. They said auto pay had been set up but it takes 30 day to go into effect. This meant that my XXXX payment did not come out on the first which put me in default and they wont pull payments from auto pay if your in default. Thus they didnt take out XXXX payment. On XX/XX/XXXX, i made a re was no one time payment of {$3300.00} to get everything straightened out. They said there was no number for the credit department but I could file a dispute.I filled a dispute with Loancare. On XX/XX/XXXX they sent me a letter saying the previously reported information was correct. Ive had no lates on my mortgage for like 7years. Im trying to refinance and get a better interest rate but this has messed with my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2020-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX, I requested and was granted forbearance on my mortgage loan with Loan Care. Over the next several months, I received statements indicating that I was enrolled in the forbearance plan. Additionally, I received multiple e-mails informing me about the forbearance plan. After a recent credit report was pulled, it was discovered that the company reported my mortgage as delinquent for 60 or more days. That is inaccurate as I was enrolled in the forbearance plan. Disclosures state that there would be no foreclosure or negative impact to credit reporting agencies during period of forbearance. This is not the case and the loan company is unable to be reached via telephone to discuss this matter. It is simply a 1-800 number that is voice automated to answer a series of generic Q & A.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hi, my name is XXXX XXXX was stop payments due to cronavirus under forberance plan.today i try to refinance my other loan then thay told me XXXX morgage put those payments on my credit.Please help me. Loan XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95111
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A