Date Received: 2020-09-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: the Company Loan Care XXXX XXXX reported that i missed a payment on the month of XX/XX/2019.XX/XX/XXXX and XXXX they put me on forbearance without my approval..XXXX theyi called them to take out my forbearance at the same time paid XXXX and XXXX balance since i had previously have my payment deducted monthly i was expecting they gon na take out the XXXX mortgage but not intead i been getting late payment from XXXX bill
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96761
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a second home that is rented to a tenant on XXXX the XX/XX/2020 myself as well as the tenant at the property were forced to stop working due to the coronavirus. I continued to make the payments until XX/XX/2020 I called and requested a deferment, at that time I was told I could put in for a forbearance Loancare will not start the deferments until XX/XX/XXXX. XX/XX/XXXX I could call back on the XXXX. of XXXX. I put in for the forbearance I was approved on XX/XX/2020. On XX/XX/XXXX. I called a requested the deferment I was told they would keep the forbearance in place until the deferment go through it should take about two weeks or up to 30 days. I called over ten times to check the status of my deferment I was told my deferment was being processed. Each time I call, I was told the same thing but nothing was being done after that I received a negative report on my credit report stating I was 60 days late causing my credit score to drop by XXXX points. I contacted loancare again on XX/XX/2020 requesting my credit report be fixed also an update with my deferment. Loancare has continue to give me incorrect information about my deferment request.The last call I made on XX/XX/2020 spoke to the loss mig. dept again now I'm being told she is not sure why they have been telling me my deferment would be done in a few weeks XXXX stated my request has never been put into the system she did see the request to have my credit report corrected but it has not been done. My previous tenant moved out the house. On XXXXXX/XX/2020 I was able to put a new tenant into the property therefore I started right away making my payment effective XXXX XXXX. XX/XX/2020 now I'm being told by XXXX to stop making payments until they put my deferment in the system but it is no guaranteed your deferment will be approved. Now this is starting to sound really crazy at this point. I was unable to pay my loan due to the pandemic for three months now I have a new tenant in the property now I can pay the mortgage each month but I'm told to stop making payments until I receive my deferment that is not a guarantee. This is really crazy I need your help on this matter. I'm trying to get the three months I missed on my payments deferred, I will continue to make payments to my loan since income is now coming in. But at this point I can't trust that Loancare will do right by my loan and help me get the deferment in place so I don't have any future problems down the road for something that was completely out of my control, an act of nature the covid-19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortage was switched from XXXX to Loancare in XXXX. We received paperwork stating such with instructions on how to set up an online account which didn't work so we continued to pay XXXX so we wouldn't miss a payment. This was the first issue. In XXXX our Taxes were due which is why we have an escrow account set up. Taxes were due in XXXX but not paid until XXXX. Once the taxes were paid, in XXXX we get a late payment notice about missing a payment and a ding on our credit report. But we had proof we paid the monthly payment. XXXX roles around the same thing. We tried contacting Loan care, kept leaving messages, and kept paying our mortgage payment monthly and they kept taking out the same amount from our bank every month. After five months of back and forth, with no answers except pay two payments and that should take care of things they finally stated they had to refigure our monthly payment to cover escrow and that's what we were late on. Now that we are trying to purchase another house our credit, as far as getting another mortgage is concerned is ruined because it shows all these late payments. While we had continuously paid the same house payment every month the entire time. We want our credit history cleaned up!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX : Mortgage paid in full XX/XX/XXXX : First contact requesting company file satisfaction of mortgage/lien release sent to XXXX [ auto reply referred back to customer service ] XX/XX/XXXX : Followed up with Loancare : " The agent I talked to said that it looks like they're trying to expedite the paperwork and I should check back in 5 to 7 business days. So maybe next week. '' XX/XX/XXXX : Followed up with Loancare. " It doesn't look like it's been sent yet, they have 120 days, they'll try to expedite it, call back in 5 to 7 days. Their 120 days is up on XX/XX/XXXX, if I'm calculating correctly. '' XX/XX/XXXX : Followed up with Loancare. " The agent I talked to today said that they're putting in requests to expedite and those are then being closed because they're not expediting anything due to COVID. She said it usually takes 90 days, which puts us into the second week of XXXX. I said that the others had said 120 days and she admitted it can take up to 120, but it's usually done in 90. And she doesn't know why it takes that long - just that it does. '' XX/XX/XXXX : Followed up with Loancare : " The agent talked to said that the documents were sent in XXXX, but that there was no copy of the document that I could access through their online system and she didnt have a specific date on when it was sent or tracking information or anything. So Im a little concerned that it was not actually filed and she was looking at the wrong thing. '' XX/XX/XXXX : Followed up with Loancare : " I just talked to Loancare again and the person I talked to THIS time said that the document actually has NOT been mailed and the request is being processed and should be released by Friday ( XX/XX/XXXX ). She said that a physical letter is sent to the county and shed put in a request to have a copy e-mailed to me when its released. '' XX/XX/XXXX : Followed up with Loancare : " They said that the lien release was sent to the county electronically on XX/XX/XXXX. '' XX/XX/XXXX : Followed up with county - paperwork has not yet been received. Followed up with Loancare, " they confirmed that the notes in our account say it was emailed on the XXXX -- I asked if the Loancare agent if e-mailed meant that it was submitted electronically and she put me back on hold. Then she came back and said she *thinks* they were actually physically mailed and theyd e-mail a copy to me as soon as they have it in the system and to call back if I dont have the e-mail by XX/XX/XXXX. '' XX/XX/XXXX : Followed up with Loancare. There is no tracking or proof that the documentation was sent. Agent offered to have a senior manager in the lien release department call me. 6 hours have passed and no phone call has been received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 559XX
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my refinance with XXXX XXXX XXXX on XX/XX/2020 and soon after my mortgage was transferred to Loancare ( # XXXX ) for servicing. I received updated tax statement from my town stating that my taxes increased so I forwarded this to Loancare since there was an outstanding balance due to the increase taxes. I reached out to loancare several times within the last six weeks by email and phone and I was told over and over that my tax adjustment will be paid but it still haven't been paid. My municipality is currently adding interest to my taxes and I am concern that if this matter is not resolved soon, my township will take action against me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07039
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have not been able to make payments on my second loan. At the time of purchase of my home in XXXX I got an XX/XX/XXXX mortgage. On the XXXX XXXX loan I have been delinquent since XXXX. I want to be able to settle this account but I have been trying to call LOANCARE ( servicer ) for two straight weeks and I can not get to a live representative. This is a travesty.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90016
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have late penalties and charges on my mortgage account, despite the fact that I am paying on time. Here is what happened : My loan was with XXXX for many years, I had a bi-monthly payments on the mid and end of the month. Since the deadline is usually on the XXXX of the following month, all payments were ahead of schedule by almost 2 weeks. All was good and on schedule since I started with XXXX back in XXXX. In XX/XX/XXXX, XXXX sold my loan to XXXX. I did not know until almost the due date was over, but I did manage to pay my FULL XXXX payment ONTIME on XX/XX/XXXX ( Due date was on XX/XX/XXXX ) for {$2000.00}. Then I started automatic bi-monthly payments from my bank account for {$1200.00} per payment, the 1st one for the month of XX/XX/XXXX was paid on XX/XX/XXXX for and the 2nd payment was payed on XX/XX/XXXX. After few months, I started noticing that I have late charges and penalties, I contacted Loancare which is the service company for XXXX multiple times, unfortunately was not able to get any one to talk to. I sent many emails with no answers so far. I dig my payment history from their website and realized that the problem was in XX/XX/XXXX payment, the company considered that payment as a principal payment instead of the 1st part of my bi-monthly payments for the month of XXXX. Once again I send many emails from their website, no answers so far. I finally managed to get them on phone today XX/XX/XXXX. I talked to an agent and her manager, and explained in clear terms what happened. I was not able to resolve the issue, their line of argument is that 1 ) this happened more than 6 months ago and we can not do anything ... 2 ) we did not have a bimonthly payment system at that time, which I can not understand because they seems to accept my payments after that. 3 ) you did not informed us that the XX/XX/XXXX payment was not a principal payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95129
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Discrepancies with XXXX XXXX XXXX, formerly known as XXXX XXXX XXXX originated from XXXX XXXX XXXX in which the Payment Credits have not been applied to the said Loan for Principal Payment Reduction Credits, Interest Payment Credits and Escrow Payment Credits other than idled / situated in the order of Suspended Account Funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, I inquired with my current mortgage company, XXXX/Loancare, about refinancing or dropping the PMI ( {$79.00} per month ) on my current mortgage loan with them. XXXX ordered an independent licensed appraiser, XXXX XXXX XXXX, XXXX, to do an appraisal on my property. This was completed on XX/XX/2020. I currently owe approximately {$210000.00} ( XX/XX/2020 Statement ) on the current mortgage and my house appraised for {$300000.00} on XX/XX/2020. I love contacted XXXX and notified them that it would make more sense for me to keep my current mortgage and use the appraisal to drop the PMI off my current loan. XXXX will not use the appraisal they ordered to drop the PMI. I'm being told that I have to pay another {$470.00} for a new appraisal because the initial appraisal they ordered only will apply to a refinance loan. Since the appraisal was not ordered by them for the purpose of dropping my PMI, they will not honor the initial independent appraisal THEY ORDERED for the refinance option. This makes absolutely no sense to me at all. They are obviously making it difficult for me to drop my PMI! I've spent approximately 10 hours of my time with phone calls to both XXXX and Loancare. Both companies use the same Customer Service contact phone number, XXXX XXXX XXXX XXXX. However, they continue to switch my complaint back and forth to their different " branches '' therefore making it impossible to get either a refund on my Appraisal fee XXXX {$470.00} XXXX or for them to use the appraisal they ordered to drop my PMI and save me almost {$80.00} a month! I am currently experiencing XXXX complications and taking care of my elderly mother who is my dependant. The saving of {$80.00} a month from my mortgage payment would help me tremendously with paying my utility bills. I have never been late or missed a payment with XXXX or any other creditor I have, ever! My credit score, according to XXXX XXXX is XXXX with both XXXX and XXXX XXXX Please make XXXX Loancare, or whatever company they decide to call themselves ( I've even been forwarded with my complaint to " XXXX??? ) Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was impacted by COVID 19 and took the forbearance option with my mortgage provider ( Loancare ) in the middle of XX/XX/2020. At that time my loan was 2 months behind, I brought the loan current on XX/XX/2020. I attempted to bring the loan current in XXXX but Loancare took 5 months to process my escrow analysis showing my payment {$600.00} higher than it should have been. This was not corrected in their system until XX/XX/XXXX. From XXXX until today Loancare continues to report my loan as 60+ days late to all 3 credit bureaus. On XX/XX/XXXX I requested the first credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct. On XX/XX/XXXX I requested the second credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct. On XX/XX/XXXX I requested the 3rd credit dispute, which was denied as Loancare said what was reported to the credit bureaus is correct. In speaking to the is was told that because the loan was delinquent going into the forbearance period it would continue to report as " late '' until it was removed from forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A