Date Received: 2020-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is impossible to speak with a representative at LoanCare. Have you ever seen a loan servicing company with such poor reviews? I can't log onto their website, even though I had no problem doing it yesterday. I'm unable to use the " forgot password '' functionality. Their website is a joke. I am SO sad that my mortgage was transferred to this company. They do not deserve to be in business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2020-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: last year i have been approved to a trial modification payment and i made all my payments within the stipulation on the letter ... i was making my payments ALL and until XXXX when the payment was due i called the automated service as usual and they informed me that they can NOT obtained my payments because they denied my loan mitigation application. According to them i did not provide the information they requested. also they informed me that they never contact me because in their system they had an attorney in file ... ( THIS WAS NOT TRUE ) the attorney they were attempting to send documents ( never copy me on any letters ) were sent to an attorney that worked for the association of the condominium i reside HE NEVER REPRESENTED ME. The only solution they provided me back then was to resubmit the application package AGAIN and re apply .... I did it, and I was denied again Now because they said i miss two payments ( Payments that they did not took in XXXX, XXXX XXXX and because i had applied twice ( which this is what i was told by them ) I am a senior spanish speaking and I asked them the option to please revise the circumstances of why the application has been denied. i being living in the property for 14 years and with the pandemic i am suffering XXXX I am affraid to loss my home please help me to have them review my case carefully as i feel this is not being handle appropriately and with care according with my case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whomever, My loan was sold to Loancare in XX/XX/XXXX/XX/XX/XXXX since then I have had nothing but problems with the XXXX / Loancare processing. # 1 First they converted my loan with my old address and sent emails to advise me, to my old address, from 3 years ago, so Mail is not being forwarded. # 2. Tried to charge me for Homeowners insurance because the inforce policy information never carried forward, took two months to resolve this. # 3. Tried to charge me for FEMA flood insurance, never carried forward my inforce policy. Took 2 months to get that straight. # 4. Insult to injury, after sending copies of inforce, paid in full policies, They tried to say I needed to escrow so they upped my mortgage payment. In 25+ years I have never escrowed! # 5. Been on the phone with Customer Service 5 times since I am unable to get onto my online account. I have subscribed to electronic statements, they send emails but I cant access my account. I have had enough of the miss handling of my account almost to the degree of wanting to refinance just to get away from this company. Worst ever! See below screen shot Please advise. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, De XXXX From : XXXX Date : XX/XX/2020 at XXXX XX/XX/XXXXEDT To : XXXX Subject : LoanCare User ID Request This message was sent securely using XXXX Thank you for using XX/XX/XXXX Web Access to your loan information. Your user id request is complete. User ID is XXXX Loan number is XXXX For assistance or questions : Client Phone is XXXX To access your account, please go to https : //www.myloancare.com NMLS # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to this company from XXXX XXXX XXXX To go from a modern " up to date '' system, to the horrifying experience MyLoanCare is, is probably an understatement. Their website constantly has issues in all aspects. Had a 3 month fiasco of trying to submit my home insurance proof to them and they still haven't input it into their system. Had trouble paying for the mortgage online using their system as it would have user verification issues. The site looks like it was built in 1991. Their customer service is not helpful. In my experience with them, I can only recall one time the customer service representative wasn't rude. Many times was told conflicting information and have been charged late fees because I followed instructions given to be by the representative. I really appreciated their forbearance program, as it was crucial in my families survival with minimal income and I'm grateful for that ... but their site wouldn't register that I was on the forbearance plan and kept trying to charge me late fees. It seemed like their ENTIRE System didn't register I was on their forbearance plan because I would constantly receive reminders via E-Mail or Postal Mail saying I should use their forbearance plan. When I would call about being on the forbearance plan, their customer service representatives would tell me I was late on payments and I will receive multiple penalties. The latest incident - currently trying to handle - is that when trying to close on my apartment, buy a new home, and close the loan, they won't send the final mortgage amount to my escrow company and I am in a contract to have to pay a fee for every day the escrow company doesn't receive the final loan amount. It's extremely frustrating because they said every time I call about checking the status of this, it RESETS the claim and sets back the process and restarts the clock back to zero. I don't understand how the company is still in business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting XX/XX/XXXX I applied for the covid-19 relief program with my mortgage provider LoanCare. It would make my payments lower and ease the burden during this time. While going through the process I did everything correctly, filled out all the paper work and gave them what they needed. I was told to wait 30 days before making my next payment because it would be the new amount and if I made that new amount payment each time in that program that it would be my new mortgage rate. I noticed that in XXXX it was showing I was deliquent in my payments, which I was not and I could not get a hold of any one to speak with to explain for a few weeks. I then spoke to a rep who said that everythign was fine and that happens because of the program but they are getting my payments. I started emailing Loss Mitigation at that time as well starting XX/XX/XXXX and I STILL HAVE NO HEARD BACK FROM THEM. I have called many times and gotten many different answers and information, I have emailed many times with no response. Their ticket system says someone will get in touch with me but they do not, I had to keep calling. This past week I got a hold of a representative who told me I had missed 3 payments, XXXX, XXXX and XXXX of XXXX. I was furious ... But I did what they told me to do and I sent them my bank statements that show all my payments were made. When I called back the next day to get a letter stating this mistake, for them to take this off my credit score and fix this I was then told by a manager on XX/XX/XXXX that I was given the wrong information and that I actually missed 2 payments one for XXXX and one for XXXX. I went back to my bank statements and emailed them again showing I have made my payments and that XXXX was when the covid-19 program was being processed so no payment was due. I was told to contact Loss Mitigation again and I explained no one has gotten back to me from them since XXXX. I made each payment on time and at the end of the payments in XXXX my mortgage went up by over {$400.00}. I am not in a situation where this is effecting my life and opportunities for me because it shows I missed payments which I did not and my credit score. I have never experienced this in my life! and I feel so helpless and then they raise my mortgage on top of it! I need help!
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: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted my required paperwork to Loan Care, LLC on XX/XX/2020 to end my forbearance on XX/XX/2020 and was told I would be contacted within 10 days to go over my options. I called after 10 days and was told that review could take up to 30 days but to call the following week to check on the status. When I called the following week as suggested, I was then told it would be 30 days for the review to be completed, period. After waiting the 30 days from submittion, I called again for an update, waited on hold for over an hour and a half, and then was told that loss mitigation closed while I was on hold and that my paperwork would not be reviewed until my forbearance period ended. I requested that I could speak with a supervisor since each time I call I'm given a different response. I was told that a supervisor would call me before the end of the business day, but that call never came. So, on XX/XX/2020 I waiting on hold for another hour and a half to be told that review times are now taking over 45 days. While speaking a customer service repesenative, there were kids screaming in the background and somehow the call was disconnected and I was placed back on hold. After waiting another hour on hold, I gave up. While I understand that these are not normal times, I would expect that mortgage accounts would be handled in a more timely and professional manner. I called again today, XX/XX/2020, and was told that they could extend the forbearance until they have completed the review of our account. I explained that I do not want to further our forbearance since that would further delay our ability to refinance in the next few months. I was again put on hold for another hour and gave up. Now our forbearance will expire on XX/XX/2020 and the only option we are currently given is to extend our forbearance which is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my 5th complaint lodged against this company. Based on my records I was not sent a Monthly Statement for loan ending # XXXX for the months of XXXX & XX/XX/2020. I dont want to hear excuses about their website and it being unavailable and either of my XXXX loan accounts reaching a status of 45 days past due or any similar XXXX like I got in their letter to me dated XX/XX/2020. If they can print a monthly statement for my other loan ending # XXXX and not miss sending me any months for that account they can XXXX well do the same for # XXXX. I want the actual & individual monthly statements and not compilations & I expect to see these statements for that account to continue being sent to me in a timely manner. There is no reason for these statements to not have been sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my 4th complaint lodged against this company. In a complaint ( # XXXX ) filed thru the CFPB on XX/XX/XXXX which was my second complaint about their actions & behavior, I stated the following : I will conduct all further engagement with them via USPS mail. In addition, I will not accept any calls from them & will deem any call from them henceforth to be of a harassing nature & will treat as such. Thats direct & to the point. I further stated : I will also forward a copy of this to my attorney. I will also contact the Federal & State authorities about this matter. Again, direct & to the point. These statements were written on XXXX XXXX. On XXXX XXXX I received a written response to my complaint of XX/XX/XXXX. In regard to loan number ending XXXX LoanCare wrote and specifically Ms. XXXX XXXX was the author, that at the top of page 2 stated We received a request from you to cease telephone communications on the account and on XXXX XXXX, the account was updated with the cease and desist request. In regard to loan number ending XXXX about two thirds down page 2 it stated : We received a request from you to cease telephone communications on the account and are in the process of updating the account with the request. Really?? Seriously??!!!! It takes you an additional week to get to implementing that demand when you are already doing my other account at time you drafted the letter?? But its LoanCare so guess I shouldnt be surprised. Guess I shouldnt be too surprised either to be on the receiving end of continued telephone harassment by your company. As of todays date I have received no less than 4 phone calls from LoanCare since the above complaint was made and that letter of XX/XX/XXXX stating they were updating to indicate a cease & desist with both loan accounts. All calls were logged & recorded. I was very clear about how any calls would be considered & treated. Therefore, Ill be very clear with LoanCare exactly what is going to happen. As promised I will make certain that any & all Local, State & Federal agencies are aware of this continued harassment that is occurring in direct contradiction to what LoanCare said it would do & agreed to in writing. In addition I will seek any & all sanctions, investigations and actions up to and including civil & criminal. I spelled out in my original CFPB complaint of XX/XX/XXXX that I would ONLY engage with LoanCare via written communication thru USPS. Let me spell that out for you in case you missed the obvious. By stating I will conduct all further engagement with them via USPS mail.. that means just that and ONLY that and no emails either. Based on their past performance with their website I will NOT engage with them online as for all I know their online communications could harbor malware, ransomware or viruses. Written communication thru USPS means just that with no room for creative interpretation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered into a Forbearance Plan with LoanCare , LLC on XX/XX/2020, which was extended on XX/XX/2020 through XX/XX/2020. At the time I entered into the Plan, I was current on my mortgage payments and had 100 % on-time payments. The Plan clearly stated that there would be no negative reporting to the Credit Reporting Agencies. During the Plan, I made partial payments of {$300.00}. I then sold my home on XX/XX/2020 and paid the Mortgage Loan in full. I was recently notified by my credit monitoring company that on XX/XX/2020, LoanCare , LLC reported my Mortgage Loan as 90 days past due to XXXX and XXXX. This negative reporting has destroyed by FICO Score by lowering it XXXX points from XXXX to XXXX. I am attaching copies of the Plan confirmation and extension letters received from LoanCare , LLC along with a letter from LoanCare , LLC confirming receipt of the payoff of my loan. Every time I have tried to reach a " live '' person by telephone at LoanCare , LLC, I have been transferred to the Collections Department, who would then transfer me to the Loss Mitigation Department. I have not been able to reach the " Mortgage Resolution Advocate, '' XXXX XXXX, although leaving voice mail messages and emailing him. Please help me resolve this very disturbing matter - I have worked hard for my good credit and this is completely unfair and contrary to the provisions of the Plan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is now my 3rd complaint filed against LoanCare. As I have not received a response to my formal complaint thru the State of Michigan Dept. of Financial & Insurance Services for attempting to game the CARES ACT Forbearance provisions, and time is of the essence, I am forced to file this complaint. That & this complaint have to do with LoanCare arbitrarily changing the beginning & end dates of my now two periods of forbearance. As they have to failed to respond to that complaint in a timely manner & I expect them to continue their previous behavior I have been advised to formally state at this time my continued right to an additional term of forbearance on my two mortgage loans ( XXXX XXXX & XXXX XXXX ) due to a XXXX related hardship. The current term Im in correctly ends on XXXX & the new additional term will commence on XXXX XXXX. Essentially this same message has been conveyed to your President, Mr. XXXX XXXX. However, I have no idea if he will act in a timely manner to protect my rights. Therefore I have no other recourse other than to lodge this complaint against them & formally state my right to an additional term of forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A