Date Received: 2020-09-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX our mortgage account with Loan Care was brought current through XX/XX/XXXX with a {$15000.00} payment. On XX/XX/XXXX another payment of {$1600.00} was made and received to bring our account current through XX/XX/XXXX. The Mortgage company and all three credit reporting agencies XXXX XXXX, XXXX XXXX, XXXX XXXX are showing XX/XX/XXXX as 180+ days past due. This is incorrect. I have attempted multiple times to dispute this information and to have the account updated to reflect the actual payment history to be current in XX/XX/XXXX. The unwillingness to correct their records is keeping me from being approved for a loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98682
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was notified over a month ago by Loancare ( my mortgage servicer ) regarding an escrow reimbursement check in the amount of {$1500.00} that I never received back in 2017. I've spoken to 3 different people at Loancare regarding this issue and I've been told that a new check has been requested, and 2 weeks ago I was promised a call back by a supervisor within 2 days and they'd overnight my reimbursement check. I've never received that call nor the check. I called Loancare once more last week and the woman I spoke to acknowledged the requested check, but lead me to understand that dragging their feet on issues of this sort is a common occurrence ( according to her ). I informed her that if I hadn't received the check within a week I'd file a complaint with the appropriate government agency. That's the intent of this communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was in the process of refinancing so did not pay XXXX payment until XX/XX/XXXX because the closing was not going to go through. I randomly checked my credit report and it stated I had a 30 day late payment posted by the mortgage company, Loancare. I called Loancare and they admitted their mistake and also informed me that the late payment was posted in mid XXXX, so not even close to 30 days. While the loan was paid 29 days late on XX/XX/XXXX, it was never 30 days late and there was no reason to issue a 30 day late payment in the middle of the month when it was only approx. two weeks late. This has dropped by credit score by nearly 50 points and I was refused financing to purchase a vehicle. They said they took it off my account on XX/XX/XXXX ( Letter attached ) but it is still showing. I am at the end of my lease and need to purchase a new vehicle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 087XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a reoccurance of a problem with Loan Care Account Servicing. They are servicing a contract for deed for a rental property for us and have now, for the second time, neglected to reconcile the year end accounting and pass on the incremental charges. They wait for years until the increases eat up the buffer and then want to try charge me a large sum all at once!. The problem is that these small yearly increments can be passed on to the renters, but a 3 year buildup can't be! This is exactly what happened before ... CFPB case # XXXX, which I have attached. Loan Care has been consistently negligent in their duties of our contract and expect me to pay out of my pocket for their negligence!! In addition, at the close of the last complaint, I objected to the fact that they said they were going to do away with the buffer and that It looked like they were just taking the buffer away and adding it back into the account to look good. I never did receive a response from either the CFPB or Loan Care. I have attached the letter from Loan Care stating that I owe {$1300.00} ASAP and that my payment will be increasing by $ XXXX/month ( $ XXXX/year ). I have also attached County documents showing that my taxes went up {$94.00} last year and Insurance receipts showing that my insurance went up {$130.00}. That is a one year increase of {$230.00} and Loan Care wants me to pay them {$1300.00} AND increase my payments by {$500.00} per year!! They are grossly neglecting the only duty they are hired for and that is to reconcile and steward a loan. Have I tried to work it out with Loan Care? Yes. I started with a phone call on XX/XX/XXXX to XXXX who said he would have supervisor call me back, didn't happen. On XX/XX/XXXX, I called again, talked to XXXX and he said a supervisor would call me back. I eventually did talk to a supervisor who said she would talk it over with the office and would call back later in the week. She did and admitted they Neglected to reconcile the account and said all they could do was to try to pay the upcoming insurance payment and hope the increase in payments would catch up to the deficit. This NOT what we are paying them for!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX I was hospitalized for a XXXX incident. During that time XXXX XXXX mailed a letter stating my mortgage was transferred to XXXX in c/o Loan Care. Automatic payments from my bank account ( XXXX XXXX ) continued thru XXXX was contacted by Loan regarding no payment received. I check my bank account and the payments were missing. Soon after I was locked out being able to make payments because of being 3 months behind. A legal representative from Loan Care contacted me regarding a loan modification. I did contact a company to assist. However during this time I had 2-3 medical setbacks and could not respond as timely as usual. Loan Care 's Legal representative proceeded toward foreclosure. With the assist of XXXX XXXX XXXX XXXX XXXX XXXX. I successfully filed bankruptcy XX/XX/XXXX to keep my home. XX/XX/XXXX Loan Care sold my account to XXXX. My payments were up to date. Due to their system of processing, I was unable to make a payment until XX/XX/XXXX and the payment was for one month. Recently I received a letter regarding a motion to lift automatic stay because my mortgage is two months behind. It is not. Possible one month due to their delay with processing during the XXXX transfer. This is an urgent matter because the hearing for lifting Automatic Stay is dated for XX/XX/XXXX, XXXX. I have documents to fax only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Right at the start of the new year I logged into my online account on for XXXX XXXX at XXXX ; I wanted to setup an automatic payments ; the website said I already had automatic payments scheduled to take place XX/XX/XXXX. I had also setup contact information for my email and my phone numbers so that when the payment when through or one was due it would text and email me. Come XX/XX/XXXX the payment did not go through. I did not notice until XXXX that I did not pay my bill. The servicer did send me a letter in the mail after the 2nd missed payment but by then it was too late the damage was done to my credit. And the company wanted me to pay late fees. They never notified me via email or text like I had setup. Basically their automated system/online system was malfunctioning and still has been. In XXXX I contacted them to waive the late fees due to these issues and they waived one late fee and did not waive the other. They told me I had to go on the website and submit a request. I did that and sometime in XXXX they shut my auto payment off again without notifying me. Which caused another late fee and a mark on my credit again. Before this time I had never missed any payments and always paid on time. I have asked them to provide a letter so I can provide it to the credit bureaus and get my credit back on track.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company : Loan Care failed to pay my taxes for XX/XX/2018. I found out when I got a notice from the lien holder a month ago. I have emailed and called several times and keep getting the run around. I have paid my mortgage on time and thankfully never missed one payment. I have an FHA loan and am forced to have an ESCROW because apparently they think new homeowner 's can't pay. But obviously the mortgage company can't even pay. And now I have all these fees built up. DO NOT USE LOAN CARE AS YOUR MORTGAGE COMPANY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare loan servicing has made it impossible to contact their customer service. When you call their customer service for loan servicing information you are given the automated response, " we are experiencing higher than normal call volumes, wait times may exceed 30 minutes, etc ... ''. If you try and wait for a representative, the service simply hangs up on you. Additionally, because they have no account recovery options on their online portal, if you get locked out of your account you will have no ability to access your mortgage information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55432
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
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: I had opened my mortgage account with XXXX in XX/XX/2019, which was later transferred over to LoanCare in XXXX. During the transfer, my account number changed and I was not notified about this. While the XX/XX/2019 payment posted there was an issue with the XXXX payment. I only figured this out when I logged into my account online and it showed a past due payment. When I called to investigate I was told my payment never posted. I had to figure out myself that the account number had changed. So I resent the payment with the correct account number. I was assured that since this occurred during the transfer process, no late fees will be assessed and also that this 30 days past due payment issue will not be reported to the credit bureaus. Much to my chagrin, this exactly what happened and my credit score dropped by 94 points in XX/XX/2019 ( XXXX in XXXX to XXXX in XXXX XXXX. I raised a dispute over email, which took more than 2 months for them to look into. Their customer service number never reaches and agent so I wasn't able to discuss with any one in person. Not being able to ever reach and agent is a very frustrating experience. I finally received a response by mail that stated they have completed their investigation and find that their reporting was accurate. No explanation. I am unwilling to accept this. I disputed this again and this time there is no response after I waited for 2 more months. This staying on my report is hampering my ability to refinance my loan with another lender at more favorable terms. Lender : Loancare LLC ; XXXX Account number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I are experiencing a nightmare. We've been caught between our mortgage lender " LoanCare and XXXX XXXX XXXX XXXX '' and the HOA provided insurance from XXXX XXXX ( in the XXXX XXXX where we live ). For 3 years, XXXX XXXX 's insurance has covered the exterior of our home and 45 other homeowners. I got a new phone ( after smashing my previous phone in a bicycle accident ) so most of my correspondence has been lost due to transfer, however, this has been an ongoing issue since XXXX. In XXXX of this year, it seems to have become unresolvable without intervention. I phoned LoanCare and XXXX XXXX XXXX XXXX, in XXXX through XXXX + uploaded ( to their portal ) all the proof of insurance showing appropriate coverage for the exterior of our building. All 45 homes in our community are covered by XXXX XXXX 's policy and not one other homeowner has had these issues with their mortgage provider. Loancare refuses to accept our H.O.A. provided insurance and claims that it does not provide Wind/Hailstorm coverage for the exterior of our home. I don't have any way of modifying the insurance and we are caught in the middle. Not only have we become exhausted by sending every detail to Loancare but in addition, XXXX XXXX has faxed, emailed, and sent a hard copy to Loancare with proof that it DOES cover our exterior for Wind and Hailstorm. Again NO OTHER HOMEOWNER IS BEING HARRASSED ABOUT THIS HOA PROVIDED INSURANCE. Our family has endured more than 6 months of aggravation and emotinal stress ( damages ) and we're at our wits end. I have even gone to the extent of providing our personal interior homeowners insurance ( through HIPPO ) showing that - in the event of exterior damage leading to interior damage of things like cabinets and countertops - it would be covered. Our LoanCare statement shows that in XXXX Loancare debited {$2200.00} from our escrow account for " XXXX XXXX '' and that Loancare additionally debited {$340.00} in XXXX for our personal homeowners insurance which we JUST PAID from our private account on XX/XX/XXXX. We are currently experiencing financial difficulties due to COVID-19 so this has become a survival issue. I would request damages and lost time here if it were possible. We, at very least, demand that Loancare issue an immediate refund before XX/XX/XXXX so it does not effect our ability to pay our property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A