Date Received: 2020-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Loan # XXXX, property address XXXX XXXX XXXX, XXXX Texas XXXX. On XX/XX/20 the property was sold. On XX/XX/20 Escrow was paid in the sum of {$5000.00}, which includes {$1200.00} homeowners insurance. The due date for the insurance was XX/XX/20. XXXX XXXX never received the {$1200.00} payment. The payment was returned to Loancare. I tried calling Loan Care on many occasions to get reimburse for the {$1200.00} and has been transferred from on representative to the next. I ended up talking to 6 different representatives, then was disconnected. I requested to talk to a supervisor and the representative told that no supervisor was available and transferred me to the insurance department. The insurance department verified with the representative that the {$1200.00} was returned to the mortgage escrow. On XX/XX/20, after multiple transfers, I spoke with the insurance department and XXXX agent # XXXX, XXXX spoke with his supervisor XXXX agent # XXXX, who inform XXXX to let me know that in order for me to receive the {$1200.00}, I would need to send an email to the cashiers department. On XX/XX/20 I sent the email to the Cashier 's Department as instructed, and received an immediate automated email response with ticket # XXXX. On XX/XX/20 I called Liancare to follow up and the representative told me that they received the email and are reviewing the escrow and the case should be resolved by XX/XX/20. I have being calling since then and Loancare kept putting me on hold then disconnecting the calls. Today. I called and spoke to one representative he transferred me to his supervisor. I gave the supervisor the tickect # XXXX and explained my case,. The supervisor said, " Hold on let me look into this. '' He put me on hold then disconnected the call. I called back again and spoke to another representative ( XXXX ), and she told me that she see where I should receive a refund but they are still reviewing the escrow. This loan was paid off since XX/XX/20. Plus, they sent a payment from escrow to Mortgage insurance in the amount of {$200.00} on XX/XX/20 which that money should have been refunded to us. I am frustrated with loancare for giving me the run around. I need your help in recovering the funds. Thank you XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 859XX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2013 I received a modification on my mortgage through XXXX XXXX XXXX. The fixed interest rate was to be 4.25 % for the life of a 40 year loan. My loan was sold to XXXX XXXX who sold it to XXXX, who has gone bankrupt. From there Loancare purchased it. I noticed my interest rate was now at 4.625 % and called them. They said that was the rate when they acquired it. What can I do? I'm having trouble with keeping up as my job I have now, due to covid-19, doesn't pay as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare applied my XX/XX/2020 payment to my account and then reversed it to another persons account in XXXX and will not reverse the credit after providing proof of payment and it's been since XX/XX/2020 and still has yet to be corrected! I had received help from XXXX XXXX XXXX XXXX through Covid for 2 months of Mortgage help. LoanCare keeps " researching '' where they reversed my payment to another customer 's account and after submitting PROOF of the check and CACS, myself and LoanCare talking on the phone ( all three of us at the same time EVERY SINGLE WEEK SINCE XXXX ON MONDAYS ), they can not seem to reverse my payment and hurting my credit score for something THEY need to correct! Also, the newest issue ... I made yet another payment XX/XX/2020 and they OVERCHARGED my account another {$20.00} without permission and is holding the {$26.00} that is suppose to go to principle in " suspense '' for NO reason and when calling to get that corrected XX/XX/2020 they said they will correct that THAT day and will see the correction within 24-48 hours and STILL have yet to see that change!
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: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to refinance my home to get a lower monthly payment. As part of the process, I requested a payoff statement from my current mortgage provider, XXXX, XXXX. My original request was made on XX/XX/2020 ( 24 days as of writing this ), but nobody from the company has responded to my request. I have made a new request, both on their website and through their automated phone system. The company that I would like to refinance with has also made two requests, but nobody is responding. My refinance company is saying that my rate may go up and I will have to pay a {$500.00} fee if they do not receive this within the next nine days. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: House hit by Tornado in XX/XX/2020. Check from insurance received and forwarded to LoanCare based on mortgage rules. Some work had to be done to stabilize roof, etc immediately after event along with other work. Paid out of pocket. Sent invoices showing paid in full for reimbursement. Sent info on vendors w9 and lien waiver as requested on website. Still no reimbursement. All work stopped due to LoanCare not releasing funds. Vendor info on already received paperwork. Company states they will not do Direct deposits, send confirmation emails about recorded conversation, and supervisor will not return calls. Seems pretty shady to me. Have held funds 2 to 3 months now while I did paperwork for them Need money since house not fixed. High utilities due to damage. Hole in wall still. No laundry facilities and I am XXXX during Covid. No kitchen so eating out or microwave food. Please get them to release funds
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, I received an Annual Escrow Account Disclosure Statement from my loan servicer, XXXX XXXX XXXX XXXX ( Loancare ), with a statement date of XX/XX/XXXX. This new Escrow Analysis shows a escrow shortage of {$1000.00}. Upon researching why my Escrow shortage was so high, I discovered that my county was now combining my City and County taxes. My County and City taxes combined is {$1800.00}. XXXX ( Loancare ) is assessing my County taxes as {$1800.00} with an additional {$700.00} in City taxes and therefore charging me twice for the City taxes which are included in the {$1800.00}. I have sent them a copy of my county tax bill on XX/XX/XXXX showing that both taxes are now combined and it has been confirmed by SEVERAL customer service reps that they have the copy of the tax bill and can see that they, XXXX ( Loancare ), are assessing the City taxes twice. Since sending XXXX ( Loancare ) a copy of my tax bill, I have placed numerous calls to XXXX Servicing ( Loancare ) requesting a new Escrow Analysis as the XXXX Analysis Escrow shortage has increased my mortgage payments to a distressing amount for me at this time. Although I did not document the dates of all the earlier calls I have made beginning XX/XX/XXXX I have been assured multiple times that they can see I am being charged twice for my city taxes and that they are requesting a new escrow analysis yet no changes have been made to my escrow account or mortgage payments. In addition to the many calls I have made, I requested a revised Escrow statement/analysis through XXXX online customer service on XX/XX/XXXX, explaining the issue in detail ( Ticket # XXXX ). I received an email back on XX/XX/XXXX stating the issue was resolved with no explanation and no changes to my escrow account or my monthly payments. My most recent calls, I spoke with XXXX who assigned a case # XXXX on XX/XX/XXXX. She assured me that she has elevated and expedited my request for a new Escrow analysis with the corrected tax bill. I again spoke with XXXX, agent # XXXX on XX/XX/XXXX, who stated the case is still under review and should be resolved within a week and prior to my next payment going past due ( XX/XX/XXXX ). As of today, XX/XX/XXXX, my escrow account still list the duplication of {$700.00} for my city taxes and an escrow shortage of {$1000.00} with a higher monthly mortgage payment. In all the numerous calls I have made to XXXX ( Loancare ), I am not allowed to speak to a member of the Escrow Team and this issue is not getting resolved by the customer service team. I have not been working since XXXX of this year due to Covid-19 and this new, higher mortgage payment is having a huge impact on me and my family. Thank you for any help you can provide in resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28792
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or Mam ; LoanCare LLC/XXXX XXXX took over my mortgage in the fall of XXXX, they have failed to process my payments as expected. The only unique factor in my case is that I have my mortgage paid ahead by 3 months. Under my previous loan processor, XXXX XXXX, this was never an issue. I have to call or write nearly each an every month to have my payment applied correctly.
I have written multiple letters to the company management and they have failed to correct the processing.
02/02-Letter to XXXX XXXX - President CEO XXXX XXXX XXXXReply from Corporate Council - XXXX XXXX XXXX. -Said that LoanCare LLC handles all the Mortgage Contracts. Instructed LoanCare LLC to provide a Substantive Response.
XX/XX/XXXX Letter to XXXX XXXX due to No Response being received within 30 days of the letter from the Corporate Council.
XX/XX/XXXX Reply - Canned - Notice of Error Acknowledgement.
XX/XX/XXXX Reply from XXXX XXXX That LoanCare Doesn't Receive instructions from my financial institution.
XX/XX/XXXX Called my financial Institution
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company LoanCare LLc, will not allow me to have online access to my monthly mortgage statements. They say they have been sending them to my bankruptcy attorney, since filling a chapterXXXX, in 2015. Also while under the bankruptcy I am not allowed to have access to my account nor receive statements. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2020-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When I initially entered into my initial CARES Act suspension of mortgage payments, five months ago, I was told by Loancare XXXX that it would be called a forbearance. When I inquired about what would happen at the end of the forbearance period, the Loancare representative told me that I could defer the accumulated forbearance sum to the end of my loan term. Today, Loancare has informed me that they had misinformed me about the deferment repayment option and that I could not defer when my forbearance period is up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55082
Submitted Via: Web
Date Sent: 2020-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home XX/XX/XXXX and our loan server changed. We have an inpound account. Our mortgage payment was reduced from {$2800.00} to {$2200.00}. In XX/XX/XXXX our new lender advised that our impound account was short and that our new mortgage payment would be {$2800.00}. I paid the shortage of {$3900.00} and my mortgage was reduced to {$2500.00}. At that time I contacted the county assessors office and it was determined that our lender was using a falsly inflated property value resulting in the raise in property taxes and a subsequent increase in my monthly mortgage of over {$600.00}. I submitted the county roll and figures for the lender to review in XXXX after contacting them by phone. I was reassured someone would call me back within 5 business days. After 2 weeks I called again and used the reference # provided. They had no record of this and I was again reassured it was being forwarded to someone to review again. XX/XX/XXXX, I called back due to no reply and was assured my dispute/issue was being expediated and I would hear back in 3-5 business days. I recieved no contact until the XX/XX/XXXX email, wherein I was told they were still working on the issue and again I would hear from them via an email. I called XXXX and XXXX and was greeted by a recorded voice stating that they were experiencing high call volume and to call back later. You are then disconnnected. I sent an email to the customer service person with whom I last spoke and to whom I submitted the county assessors office tax record for my property for their review. To date I have had no reply and no indications from the website that anything had changed. I paid my mortgage on time and at the inflated amount. We refinanced because we needed to lower our monthly payments. It is not okay to be denied information or ignored by this lender. What recourse do I have? Isn't this illegal? Can you help us?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2020-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A