Date Received: 2020-09-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/2020 LoanCare reported to XXXX that my loancare account was delinquent. However, my loan was paid off in full on XX/XX/XXXX and the previous payments and credit reporting were and are protected under the CARES Act. Would you please correct this reporting error as soon as possible as I need my credit restored. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80228
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage loan with LoanCare A Service Link Company on XX/XX/2020, I was granted a forbearance on my loan until XX/XX/2020, due the COVID-19 effects on my employment. The forbearance was approved and I received an approval letter. On XX/XX/2020, I started receiving automated calls from LoanCare, asking me to contact their toll free number reference my mortgage loan. I called the number to only have an automated system, that cuts me off and does not allow me to speak with a live person. On the one occasion I was able to reach someone he said my account was with collection department and he would transferred me to that department upon the transfer, I was again put back in the loop of the automatic system. I have emailed them, sent a letter and sent a message through my loan account, however no response just a automated telephone call every day. I do not want this company to start a process of foreclosure, because they are not communicating with each other. I am filing this complaint, because maybe someone can look into my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am writing to request a correction of an error, whereby my account was penalized with late payment for the months of XXXX & XXXX. Because of current global health crisis & being furloughed from work, I elected to use the forbearance program, which enables people to defer their payments for up to 180 days. In my case this period wouldn't be ending until the end of XX/XX/2020. In addition the property that the mortgage was held for XXXX XXXX XXXX XXXX, XXXX NY was SOLD in XXXX as my attorney ordered a pay-off and closed in XXXX ; therefore, the property was longer under our ownership. Please make the necessary corrections by deleting all late payments against my credit report IMMEDIATELY! You made a wrongful error against myself, since NO payments were late or required to be made as stipulated by the forebearence Program. I value my name like my credit. So I urge you to rectify this unnecessary error ASAP!!! Loan Care is known for doing bad practices of this nature. If this matter is not rectify ASAP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attempting to contact my mortgage servicer for questions about my escrow and payment due dates. Their website has been reporting " errors '' for the past 2 days and instructs me to " try again later ''. I have been trying to use the website morning, noon and night for 2 days. Their XXXX number has been completely overwhelmed for the past 2 days. I entered a " callback queue '' earlier this morning and have not had a call back in the past 4 hours. I tried calling again this afternoon and the number just disconnects when you select to use the automated system. LoanCare has a duty to make themselves available to customers and has failed to fulfill that requirement. I would like ot understand what my options for recourse are if this situation does not improve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello This is a complain against LoanCare / ( XXXX ) XXXX / XXXX XXXX XXXX, XXXX XXXX, VA XXXX. Before I explain, please look at their XXXX review : https : XXXXXXXX XXXX I have had several issues with this company. But this complaint is about me trying to get my pay off amount. I called, emailed, and used their website to get a pay off amount in the last 3 months. This company is purposely ignoring my request so I am forced to pay more interest. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91791
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into a COVID-19 forbearance plan with LoanCare in XXXX of 2020. At the time of the plan, my account was less than 30 days current. Per the CARES Act, the servicer is forbidden to report my account as delinquent if I was current entering the plan. We sold the property in the beginning of XXXX while I was still on the plan. My XXXX credit report is now showing this as paid off, but is showing account status as over 120 days past due which is not the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45458
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Escrow Analysis is incorrect and I believe this is due to a computer error. I have repeatedly asked for it to be corrected over the last 30 days to no avail and with no follow up from LoanCare. I need a person to look at the escrow account. Im asking for this to be corrected as it is a mistake on LoanCares part. In addition I suspect this is a systemic error that may be happening to other customers. On XX/XX/2020, I received my Escrow Analysis Statement. The Escrow Analysis Statement predicts an escrow shortfall of - {$0.00} as of XX/XX/XXXX. For some reason, it is deducting my county taxes twice, once in XXXX and once in XXXX. The shortfall is caused by the system deducting the taxes in XXXX. The system seems to think my taxes are going to be {$11000.00} to {$12000.00} because it is counting them twice. THIS IS INCORRECT. According to my tax bill notice that I received from XXXX XXXX and that are due in XXXX, at most my taxes will be {$5200.00}. Because the taxes are being incorrectly accounted for, the system predicts that I will have a total shortfall of {$5000.00}. To make up for this predicted shortfall, LoanCare is changing my monthly escrow payment from {$560.00} to {$990.00}, for an increase of {$420.00}. My total monthly payment would change from {$1800.00} to {$2200.00} a month starting in XXXX. To be clear my taxes were not paid in XXXX and my current escrow balance as of XX/XX/XXXX, is {$4900.00}. All disbursements for XXXX have been made. At no point will I have a negative balance. If I continue to pay my old escrow payment of {$560.00} each month in XXXX and in XXXX, then I will have {$6100.00} in XXXX which would be at minimum {$810.00} more than is needed to pay the county tax bill and would be the remaining balance in the escrow account as of XX/XX/XXXX. My hazard insurance premium paid now in XXXX was {$880.00}. If we add that to my estimated county tax bill of {$5200.00} for a total of {$6100.00}, then : My minimum required escrow balance would be {$1000.00}. As of XX/XX/XXXX, I would have a shortage of {$210.00} which could be collected in a one time payment and my monthly escrow payment could remain the same, or the monthly escrow payment could be increased to {$600.00} a month, bringing my total monthly payment to {$1800.00}. Upon receipt of my escrow analysis on XX/XX/2020 I called LoanCare to point out the error. I was advised to submit a request online to have the escrow account re analyzed which I did. I received an automated reply from their system that they would look into my issue. On XX/XX/2020 I called LoanCare to follow up on my request as it had been 3 weeks and I had not heard from LoanCare at all. At that time, the customer representative informed me that my ticket had been closed as the escrow analysis did not show any change. I again explained the issue and the representative indicated that my taxes had gone up by about {$5000.00} and that I needed to have {$1100.00} minimum in my escrow account. I told her this was incorrect as that was much higher than the amount listed on my escrow analysis which states that the minimum balance could not be less than {$980.00}. After looking at my account a bit further the representative advised she would submit another request to hace my escrow account analyzed again and that it would take about a week to do so. LoanCare did not call me back to discuss the escrow account. On XX/XX/2020 I called LoanCare again to follow up. I connected with one representative who put me on hold and was then disconnected. I called a second time and spoke to another representative who initially said that my second request for escrow analysis had also been closed as there were no changes. When I pushed back on that, the representative did a little more research and told me that he had been told that the escrow analysis could not be changed until after the taxes were paid on XX/XX/2020 to ensure there was enough funds to pay the county taxes. I told him I found that to be ridiculous as the escrow analysis was wrong and I need them to correct it. They have no problem raising my escrow payment but wont correct a mistake and calculate the correct amount. That agent has also promised to look into the issue but only after I said I was left with no other remedy to file a complaint with the CFPB. We again discussed that he sees my taxes have increased by about {$5000.00}, but I again pointed out that doesnt match my estimated county tax bill. He asked me to submit that through the online customer service portal, which I did with a briefer version of the explanation provided here. I have yet to hear back and have zero faith LoanCare will correct this mistake or contact me. I strongly suspect this is a simple computer error because if you take the time to look at the facts, the escrow analysis has multiple inaccuracies. All I need is a person to take a good look at this and potentially correct the system error, but so far no one seems to do that. Im concerned, not just for myself, but if Im correct and it is a computer error, how many other customers are being provided with inaccurate escrow analysis statements? I felt I have no choice but to submit this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately XX/XX/2020 I had my bank through a payment service mail LoanCare ( a subsidiary of XXXX XXXX ) my mortgage payment the payment amount was {$3800.00}. Loancare received my payment and misapplied my {$3800.00} to the wrong person 's mortgage. Because of the way they send the bills I could not tell that the payment was missing till XXXX. I complained to Loan Care ask them to suspend the credit reporting and ask them to research and find the missing monies. Loancare refused to move forward without me providing additional information like a canceled check. Loancare apparently has constructed all of there policies to delay and frustrate consumers so that they can not get proper attention. Nobody that answers the phone is allowed to make any decisions they are only allowed to send emails up and do something called escalate that never happens. I explain to Loancare that I gave them the exact date of the check the exact amount and all they needed to do was search on their computer they refused to do so. Finally I got proof of payment from the sending bank ( XXXX ) and sent it to Loancare. Loancare lost my then Loancare submission XXXX times. During this time Loancare continue to report negative credit and knocked my credit down by 100 points. I have been turned down to credit and had one credit card canceled because of Loan Care 's malfeasance and fraudulent actions. In total I spent so far 27 hours on the phone with Loancare representatives and have sent them over a dozen emails. I have requested from Loan Care over a dozen times to send me a copy of every payment they got front and back of checks and when they were received and cashed so that I could then research the missing money. Loancare never responded or sent any of the information requested. I asked if they forward emails over to their legal department they never did to my knowledge. Additionally I requested that supervisors or management tthan can make actual decisions call me back. I was told on 9 different occasions that a manager or supervisor would call me back. Loancare has a perfect record I have never been called back. After Loan Care finally found my payment and applied it. They applied it incorrectly not following proper accounting procedures. Loan Care has continued to destroy my credit damaging my financial status greatly. After this instance they continued to lose three additional payments. I will file separate complaints because these are separate in instances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted LoanCare because of the COVID-29 pandemic, they granted us a forbearance, it is about to expire and we want to do a loan modification but they will not talk to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I am currently out of work due to Covid19 as of XX/XX/XXXX. I had reached out to a non-profit for the county I reside in ( XXXX XXXX XXXX ) to see if they could help me with the CARES Act funds for helping to keep my mortgage current. I have a conventional loan so the options for help with payments are really slim since it is not FHA. Luckily, I was contacted by the organization ( XXXX ) that they were willing to help me make these mortgage payments. Even though I am currently on the forbearance with the mortgage lender ( LoanCare , LLC ), I know I will not have an easy time making the balance due when my forbearance period is over. I am trying to maintain because I am having such a hard time finding employment. I apply to multiple jobs a week. Anyway, the point is that I do actually need this help for survival. I am a single mother of 2 who is OWED over {$50000.00} in back child support. I have no family help. None. I am completely on my own and to have this organization offer to help my family maintain our home and financial ability to survive this disaster is in no short of a blessing. The organization requires the typical information from my mortgage lender. Copy of W9, statement of mortgage account, balance due, and they also require the mortgage lender to go online and set up an account. The organization ( XXXX ) has to do this because this is how they track and issue payments to make sure everything is documented for IRS and legal purposes. This seems completely understandable. The packet requesting this information was extremely clear, detailed, straight forward and simple. I sent this request to my mortgage company ( LoanCare , LLC ) to the Loss Mitigation department through email, and also to the document email for processing on XX/XX/XXXX ( I called them to make sure I sent the information to the correct parties and it was confirmed that I did ). I only received back part of the information. They only sent the W9 and statement of account on XX/XX/XXXX. I contacted them via phone to see if they set up the online portal per the detailed instructions because CAP indicated that part had not been completed. They did not, so a claim was made to see if this portion could be completed. The email even had the contact information and exact instructions in the document packet, as well as a hand typed email from the caseworker, XXXX XXXX, as to why every portion of this packet had to be completed so that they could issue payment directly to the mortgage lender on behalf of my account. I have called and followed up about 5-6 times since XX/XX/XXXX spending hours on the phone trying to get help with making my payments, practically begging them to help me with this form and even asked if I could create the account online for them. I have stressed the need and importance of this each time I have contacted them, but no resolution is made. Not even a yes or no answer if they can take the 10 minutes to fill out the online portion needed for tax reporting purposes of the CAP. I have also emailed and tried filing a complaint in writing on XX/XX/XXXX and all I received is a request they are still working on this. In a few weeks, it will be 90 days since I requested this help. All I can wonder is if this lender is doing this in hopes I will not be able to pay may balance at the end of my forbearance in hopes it will add further to their financial gain by increased interest if the payments missed get added to the end of my 30 year loan ( 27 years left to go ) that is currently sitting at a very high rate for a mortgage of 4.625 %. I sincerely hope that you will take my claim seriously. I feel like this company is scamming me in a way where my inability to pay is being exploited and they are not trying to help mitigate the losses. I feel taken advantage of. I know they are extremely busy right now. I can imagine, but nearly 90 days to complete an online vendor registration form seems very strange, especially when I have stayed in constant contact with them. Please help look into this. I have tried everything I know how to do on my own and I feel like this mortgage company is taking advantage of me while many people like me are just trying to sustain the roof over our heads and not have this current issue affect us so drastically in the long term.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76016
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A