Date Received: 2020-09-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my refinance loan was funded by XXXX in the amount of $ XXXX. I had a conventional mortgage plus a down payment assistance loan that I was refinancing. The down payment assistance loan was for $ XXXX plus 3 %. The loan was for 30 years with full payment due then or sooner, if I refinanced or sold the condo. I took out the original loan XX/XX/XXXX of XXXX. The company that bought my mortgage in XXXX is XXXX. Loancare had origially sent an incorrect payout amount for my down payment assistant loan. They received and accepted the payout for the conventional loan on XX/XX/XXXX. However, Loancare rejected and sent back the money for the down payment loan on XX/XX/XXXX. Loancare called my title company, XXXX XXXX, saying that Loancare had made a mistake, that the first time home buyer loan payout was short over {$15000.00}. What happened was that Loancare subtracted the 3 % from the principal of $ XXXX instead of adding it. They sent a payout letter asking for just over $ XXXX instead of just over $ XXXX. They also said that I needed to pay them by the first business day of the next week. I checked their math, and found that Loancare was adding daily interest beyond XX/XX/XXXX. I told the title company and Loancare that they needed to fix that. I was not liable for interest added after Loancare 's mistake. Loancare sent another payout letter to the title company. It was wrong again, this time the letter had the original mistake plus the daily interest. This back and forth has been going on ever since. Today is XX/XX/XXXX. Even the legal department at the title company has told me to get a lawyer. I have since paid Loancare $ XXXX to principal in the hopes that that would force Loancare to redo their math. I was hoping they would get it right. Nope ; Loan care has sent XXXX XXXX title a payout letter stating that I owe them $ XXXX, a principal amount of $ XXXX minus 3 % instead of $ XXXX plus 3 % for six years, then minus $ XXXX principal for a total of about $ XXXX. I am trying to pay what I owe. I have been trying to fix this for MONTHS!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of last year I got insurance of my home. The mortgage company XXXX sent a check for the payment in amount of $ XXXXThe check never reached my insurance co.so I called XXXX and they issued another check which did get there. The first check went back into my escrow on XXXX XXXX. In XXXX my mortgage company was changed to Loancare . In XXXX of this year XXXX sent a request to Loancare for {$1000.00} for an error in XXXX of XXXX. Loancare sent the money leaving my payment that was auto withdrawn for XXXX short. Which made my payment late because I did not learn until later that this money was taken. I have been calling so many times to find out what was going on. Each time I called I received different answers. I called today XX/XX/XXXX and XXXX told me that the money went back into my escrow on XXXX XXXX. They said they would never call another company for the money. Today Loancare said they did get the money. I don't know what is going on and would appreciate anything that you could do to help me resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32221
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SUMMARY OF COMPLAINT : This is a complaint regarding our Loancare Account based on XXXX Credit Dispute Results dated XX/XX/2020, which is still reporting inaccurate information that our Loancare Account is in forbearance. Loancare erroneously reported our account in forbearance back on XX/XX/2020, after we cancelled our forbearance request on XX/XX/2020. Loancare corrected their error by removing the forbearance status off our Loancare Account as of XX/XX/2020. But after 3 months later, XXXX is still reporting our Loancare Account is in forbearance status. Even after we disputed this inaccurate information directly with XXXX by submitting letters from Loancare stating they removed the forbearance status from our Account. Therefore, we are demanding that our creditor, Loancare update our credit report directly with XXXX by accurately reporting our Loancare Account is not in forbearance and not deferred by instructing XXXX to update our credit report as follows : ( 1 ) our Loacare Account is CURRENTLY NOT IN XXXX BALANCE, ( 2 ) REMOVE all SPECIAL COMMENTS/COMMENTS ACCOUNT IN FORBEARANCE and ( 3 ) REMOVE DEFERRED in TERMS FREQUENCY. COMPLAINT IN DETAIL : Credit Reporting Error : XXXX Credit Report - XXXX Is Currently Reporting Our Loancare Account As ACCOUNT IN FORBEARANCE and DEFERRED. On XX/XX/2020, we submitted a credit dispute directly with XXXX to remove Comments Account in Forbearance and remove Deferred in Terms Frequency off our XXXX credit report by attaching letters from Loancare stating forbearance was removed off our Loancare Account. ( Please see Letters from Loancare Dated XXXX2020 and XXXX-2020 ). On XX/XX/2020, XXXX completed their investigation and came back stating : This creditor is currently reporting a zero balance for this account. We have verified that this item has been reported correctly. ( See attached XXXX Dispute Results for Borrowers Dated XX/XX/2020 ). As of XX/XX/2020, our XXXX Credit Report is still reporting erroneous information as follows : 1 ) In Terms Frequency : DEFERRED and 2 ) In Comments : ACCOUNT IN FORBEARANCE ( See attached XXXX Credit Reports for Borrowers Dated XX/XX/2020 ). We are disputing this entirely since our Loancare Account is currently not in XXXX balance, not in forbearance nor deferred. Our Loancare Account should never have been placed in forbearance status and all payments were continually made, but was due to your system error which your company has acknowledged. Therefore, we are demanding our creditor, Loancare update our credit report directly with XXXX by accurately reporting our Loancare Account is : ( 1 ) currently not in XXXX balance, ( 2 ) instruct XXXX to remove all Comments Account In Forbearance and ( 3 ) remove Deferred in Terms Frequency. This inaccurate information is negatively impacting our credit history and credit scores and is preventing us from working with any lenders on obtaining a business loan since it is reporting forbearance status on our Loancare Account. Explanation for Correction of Error : Forbearance Status Was Removed Off Our Loancare Account As Of XX/XX/2020 And Is Currently NOT in XXXX Balance. Our Loancare Account was never in forbearance and therefore, should never have been reported in forbearance status, but was due to your system error which your company have stated it automatically placed our account in forbearance even after we cancelled the forbearance on XX/XX/2020. Your system automatically reported on XX/XX/2020 to the credit reporting agencies, even after our forbearance was cancelled, which your company has acknowledged this system error. On XX/XX/2020, your company recognized your system error had erroneously placed our Loancare Account in forbearance status and therefore, corrected the error and removed the forbearance off our Loancare Account ( See attached Letters from Loancare Dated XX/XX/2020 & XX/XX/2020 ). Therefore, our account should never have been placed in forbearance nor indicate any forbearance history. Final Resolution : Loancare to Directly Instruct XXXX To Update Our Credit Report By : ( 1 ) Reporting Our Loancare Account is CURRENTLY NOT IN XXXX BALANCE, ( 2 ) REMOVE ALL SPECIAL COMMENTS/COMMENTS ACCOUNT IN FORBEARANCE and/or " CODE CP FORBEARANCE '' AND ( 3 ) REMOVE DEFERRED in Terms Frequency. We are demanding a final resolution that your company accurately instruct XXXX to update our credit report as follows : 1. Report our ACCOUNT IS CURRENTLY NOT IN XXXX BALANCE, 2. REMOVE ALL COMMENTS ACCOUNT IN FORBEARANCE, AND 3. REMOVE DEFERRED IN TERMS FREQUENCY Please provide us a letter stating the above, that you have removed All Special Comments/ Comments Account in Forbearance and Deferred in Terms Frequency off our credit reports with XXXX . This letter will help us dispute any future inaccurate information directly with XXXX as deemed necessary. Supporting Documents Please See Attached Documents : 1. XXXX Dispute Results for Borrower Dated XXXX-2020 2. XXXX Dispute Results for Co-Borrower Dated XXXX-2020 3. XXXX Credit Report for Borrower Dated XXXX2020 4. XXXX Credit Report for Co-Borrower Dated XXXX-2020 5. Letter from Loancare : Account Removed from Forbearance Dated XX/XX/2020 6. Letter from Loancare Removed Forbearance Dated XX/XX/2020 We look forward to an immediate and expedited resolution. We thank you in advance for your time and effort in concluding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX : I was notified that my mortgage had been sold to LoanCare and I would need to set up a new account as of XX/XX/XXXX. I reached out to LoanCare immediately knowing I had 6 weeks of travel scheduled that would make me unreachable from the end of XXXX through early XXXX and wanted to make sure everything was set up properly. I was informed that there's nothing I could do until I received my welcome packet in the mail from Loan Care. XX/XX/XXXX : Received an email that I was officially a client of LoanCare. Reached out and tried to set up autopay, was informed first payment had to be mailed in. I sent out the check the same day. XX/XX/XXXX : I received a letter from LoanCare confirming that my autodraft was set up and my next mortgage payment would draft on XX/XX/XXXX and on the XXXX of each month thereafter. XX/XX/XXXX : I was notified by my insurance company that XXXX hadn't paid our homeowner 's insurance via our Escrow account. I spoke with customer service on both XX/XX/XXXX and XXXX to ensure the problem was resolved as we were leaving the country on XX/XX/XXXX. Not once was it brought to my attention that there were any problems with my account during these exchanges. XX/XX/XXXX : We had been back in he country for less than 48 hours, I received a call from LoanCare that I was delinquent on my mortgage payments for XXXX, XXXX and XXXX. After a lengthy inquiry as to how this happened ( see the steps taken to prevent such an occurrence outlined above ) it was brought to my attention that there was a discrepancy in the payment made on XX/XX/XXXX which then suspended my autodraft. I asked why I was just now being notified of this ( while I did not have access to WIFI for most of my time in XXXX XXXX I was able to retrieve messages and I was NEVER notified of an issue until this call ) I was informed that I was still under the RESPA period so it wasn't considered delinquent yet. I immediately paid the balance of {$4300.00} making my account current. I was then assured that my autodraft would be reinstated and would pull on XX/XX/XXXX. XX/XX/XXXX : I ensured that our payment of {$2300.00} to LoanCare did in fact autodraft and has continued to autodraft without issue a year later. XX/XX/XXXX : I'm notified that my credit score has taken a 200 point dive. I immediately request a credit report and see that LoanCare had reported a delinquent mortgage payment for XX/XX/XXXX. I reach out to LoanCare and am assured that it was a mistake, I was within my RESPA period and I just needed to email their credit dispute department to have it corrected. XX/XX/XXXX : I receive a letter from LoanCare denying my request for a correction to my credit. XX/XX/XXXX : I reach out to LoanCare for an explanation as to the denial of my request. I'm informed that they decided my XXXX mortgage payment fell outside of the RESPA period. I asked if I could speak with a manager and was placed on a 90 minute hold until the call disconnected. XX/XX/XXXX : I called LoanCare again and informed them that I would like to escalate the decision on my credit dispute and requested to speak with a manager. I was told my request to speak with management was put in and someone would call me back. In the meantime I needed to email my request for an appeal and it was suggested that I go into more detail so they can make a more informed decision. I emailed an escalation request to LoanCare that same day. XX/XX/XXXX : I received an email from LoanCare again denying my request without further explanation. XX/XX/XXXX : I reached out to LoanCare and again requested to speak with a supervisor or someone in authority to help me escalate this issue as I had yet to receive a call back. XX/XX/XXXX : I have yet to hear back from anyone at LoanCare regarding this issue. I have been a loyal customer to first XXXX and now LoanCare and yet nobody will give me the courtesy of addressing this credit reporting issue. I've decided it's time to request the aid of the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortage was sold by XXXX to XXXX/Loancare last year. I received a notice from my homeowner 's insurance company in XXXX stating that my premium had not been paid. I contacted XXXX XXXXLoancare customer service department to ensure they had my insurance company 's information. I was assured at that time that it would be paid promptly. I then received a notice in XXXX stating that my homeowner 's insurance had been cancelled due to lack of payment. I then tried to contact XXXX XXXX by phone several times and have never been connected to a live person, but instead am sent through the endless, frustrating automated phone system which doesn't offer an opportunity to leave a message. I have subsequently sent three emails to the customer service department and have never received a response. As a result, I have had to pay the {$960.00} homeowner 's insurance premium out of my pocket which has created a terrible financial hardship for me. I have checked my escrow balance online and the money is there, they just won't pay! I am at my wits end and have never, ever been subjected to such a frustrating, unprofessional experience in my life. What are my options for getting my money back from this terrible excuse for a mortage company?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95825
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LOANCARE COMPLAINT : I refinanced my home in beginning XX/XX/XXXX with XXXX. They subsequently sold my loan to XXXX effective XX/XX/XXXX. The first half of my XXXX mortgage payment went to XXXX, 2nd half went to XXXX, both were {$820.00}. Loancare took over servicing my loan effective XX/XX/XXXX, after XXXX filed for XXXX. Somewhere along the way Loancare determined that I was missing a payment, but I'm certain I am not. I have been making 2 payments in the prior month on the XXXX and XXXX, for the upcoming month 's mortgage. I can't count the number of times I've contacted them and explained this. Loancare has always removed late fees when I re-explain I make 2 payments in the prior month for the upcoming month 's mortgage, and they look at my account, but then within a month or two, they send me a Reminder Notice to pay my mortgage and there are more late fees and missing 1/2 payment. I have sent my bank statements repeatedly showing I have missed no payments. In early XXXX I had a conversation with them and the CSR pointed out that it looked like I missed a payment somewhere in XXXX of XXXX, but I haven't. I have a XX/XX/XXXX XXXX showing the 2 XXXX payments ( made in XXXX ) and there were no past due amounts. On XX/XX/XXXX I resent all my bank info again to them and they responded " The proof of payment provided is not sufficient. If further research needed please provide the transmittal form from your bill payer to further research your request. '' At this point I'm so tired of going through the same routine, I sent an extra payment on XX/XX/XXXX of {$800.00}, so for XX/XX/XXXX, they received XXXX {$800.00} payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Today on XX/XX/XXXX, I received in the mail a Payment Reminder FOR XXXX, DATED XXXX, SHOWING I OWE THE FULL XXXX AMOUNT WITH MORE LATE FEES TOTALING {$250.00}. FOR OVER A YEAR I'VE BEEN DOING THE SAME THING WITH LOANCARE WITHOUT RESOLUTION.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I live in Washington, D.C. and own a rental property since 2003. Since that time, the mortgage has been sold numerous times. It is now owned by a company called : XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX Phone number XXXX I have never missed a payment on this loan, I'm an excellent customer with a credit score ( mid 800s ), I know this because we bought a car two weeks ago. Now, here is my complaint, each time a loan is sold it's incumbent upon me to set up a new UserName and Password and get used to dealing with a new company. They try to make it seamless, sometime it is, other times it is not. It appears, based on a recent series of letters that XXXX XXXX, now has a business partner called Loancare, a XXXX XXXX to help manage the loan. As of late, I have been getting threatening letters that I need to show " proof of insurance '' otherwise, they will buy me property insurance. Mind you I have owned this condo nearly twenty years and numerous times over the years have turned over a copy of the Condo Board 's Master Insurance policy. Per DC State Law, it's not required they I have another insurance policy for " inside the apt '', but I do in fact, have additional insurance. After getting these harassing letters, I had to locate copies of both polices and send them to Loancare, so they don't buy me insurance. Mind you, I have no idea if Loancare is even a legitimate company, this is all very confusing to the consumer. But to avoid them buying me insurance I quickly located these policies and uploaded them to Loancare 's portal. Now, as soon as that process is complete, I have yet another letter from both XXXX and Loancare saying my payment is late. Mind you, I have had this loan since 2003 and it's on auto-pay, so I have no idea why this is occurring. If I try to call XXXX XXXX or Loancare the wait time is 30 minutes. This feel likes harassment and honestly I'm not even sure if Loancare is a legitimate company. Here is the Loancare info : Loancare, a XXXX XXXX XXXX XXXX, Virginia XXXX VA XXXX The customer service number is XXXX ; Collections number is XXXX Please look into these companies and into this business practice. I'm not sure if they are fraudsters, or just have terrible customer service. This just doesn't make sense, and I shouldn't have to spend time on something that should be so seamless, especially as a good customer. Thank you for attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my local taxes o my mortgage company, who holds them in escrow until they are due. Typically this is in XXXX and XXXX. I have not had issue with tax payment in over 8 years since I purchased my home. On XX/XX/2020 I received a notice of lien on my property for non payment of the XX/XX/2020 tax payment. I immediately contacted my mortgage company who requested to have a copy of the lien notice email to their payment research department. They indicated the payment had been sent in XX/XX/2020 and provided me the check number. I sent the document that day. After no response I emailed the payment research email address again on XX/XX/2020 after confirming with my town office they had no record of payment. After again receiving no response on XX/XX/2020, I emailed again and called. I was advised that it was still in research but they would escalate the request. On XX/XX/2020 I spoke with a supervisor after receiving my annual escrow statement which contained a check for overpayment. The supervisor advised me to cash the check and make an escrow only payment. I advised I would not do so as this would not resolve the tax issue. She agreed and advised would again escalate the issue and promised a resolution by the end of XX/XX/2020. She advised the lien would be lifted and my credit report would be corrected. She promised a phone call by the end of the following week. On XX/XX/2020, after no phone call, I called the company again and spoke to a member of leadership, she determined that the check sent in XXXX was returned to the mortgage company by my town office. We conferenced in my local town clerk who had no record of a check being received much less returned. They exchanged contact information and I was again assured by the mortgage company that I would receive a follow up call and full resolution within 7-10 days. XX/XX/2020 I called my town office to discover no payment had been made and there had been no contact from the mortgage company. I called them again and spoke with a supervisor who told me tax issues can take time. I was advised there was nothing more that could be done, they would research and call me back. I voided the check for overpayment and sent a photo confirmation to the payment research email address as instructed by the supervisor I spoke with on XX/XX/2020. My XXXX has dropped over 20 points, my property still has a lien, my taxes are 8 months past due and I have spent countless hours getting absolutely nowhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 049XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Myself and my girlfriend live in XXXX and we closed on our home purchase on XX/XX/2020 and our loan was through XXXX XXXX. Almost immediately after closing XXXX XXXX sold our mortgage to loan care in XXXX. XXXX XXXX did not have all of the details of our loan ( mortgage payment ) complete before selling it to loan care. Prior to closing we were required to have flood insurance however we went through the XXXX process and obtain a letter of map amendment from XXXX stating we did not need flood insurance. XXXX XXXX obviously never transferred that information to loan care however I did. Loan care received the letter stating we were not required to have flood insurance in XX/XX/2020. We made our first mortgage payment to XXXX XXXX because the loan had not yet been fully transferred to loan care. That payment was for {$590.00}. Our 2nd payment went to loan care for {$590.00} on XX/XX/XXXX. The payment amount of {$590.00} is " with '' the flood insurance that we are not required to have and that insurance has been cancelled for some time. I have contacted loan care " several times '' explaining this and they have confirmed to me verbally and with a letter they sent to me dated XX/XX/2020 that they are aware that we do not need flood insurance however our mortgage payment is due today XXXX and loan care has still not removed the flood insurance portion of our mortgage payment. We will be forced to make our 3rd mortgage payment in the amount of {$590.00} when it should be less minus the unnecessary flood insurance. We could be using that extra money we are paying for flood insurance that we don't need and that has already been cancelled for our other bills. I do " NOT '' want your office to have loan care call me because as I stated I have discussed this with them several times and gotten nowhere. If I could resolve this issue myself with loan care I wouldn't need to file this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49203
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX payment is not being reported as paid on time, and I made payment on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78242
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A