Date Received: 2020-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE MADE MY MONTHLY PAYMENTS WITH THE NEW LOAN PROVIDER, XXXX XXXX FOR THE LAST 12 MONTHS. THE MINIMUM PAYMENT REQUIRED IS {$1400.00}. XXXX XXXX INFORMED ME THAT THE LOAN WAS IN DEFAULT DESPITE CASHING THE MONTHLY CHECKS. THE COMPANY ALSO STATED THAT THE DEFAULT OCCURRED BECAUSE OF THE WAY IN WHICH THEY CREDITED THE ACCOUNT. DURING THIS TIME, MY CREDIT RATING HAS BEEN IMPAIRED SINCE THE COMPANY REPORTED THAT I WAS IN DEFAULT. ADDITIONALLY, THE COMPANY CONTINUED TO ADD LATE FEES TO THE ACCOUNT AND REFUSED TO GIVE ME ONLINE ACCESS TO THE ACCOUNT. MY MOST RECENT CONVERSATION TODAY XX/XX/14 LASTED 40 MINUTES WITHOUT A RESOLUTION. THE SAME PRACTICES USED BY THIS COMPANY WAS PREVALENT WITH THE XXXX, THE PREVIOUS LOAN SERVICER, BEFORE THAT COMPANY FILED FOR BANKRUPTCY. MEANWHILE, MILLIONS OF INNOCENT AMERICANS CONTINUE TO LOSE THEIR HOMES BECAUSE OF THE UNSCRUPULOUS PRACTICES BY XXXX AND OTHER MORTGAGE SERVICING COMPANIES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10011
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: It is impossible to get anyone on the phone. No matter what number you press when you call you are directed to a fully automated system and there is no way to get transferred to a live human. I want to refinance my loan and had to call a completely different number to finally get a human and was of course transferred. I am currently on hold and have been on hold for 2 hours and 35 minutes and counting! There system doesn't tell you how long the wait time is or what place I am in line so I have no idea if or when I will ever speak to someone. I had to hang up as I could not wait any longer. I need to speak to a human that can help me with refinancing ASAP. If you have the misfortune of having your loan transferred to this company I suggest you refinance with a different company and get out as fast as you can!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinance my home loan with a new mortgage company XX/XX/XXXX. First payment due to the new mortgage company was XX/XX/XXXX for the amount of {$2.00}, XXXX. XX/XX/XXXX, my monthly payment changed to {$2000.00}. My mortgage payments are set to be paid automatically through my bank, so when I checked the account on the mortgage company website and saw the change, I paid the difference of {$7.00} difference to make sure I paid the full amount. I called the mortgage to inquire why the increase, and they informed me my my home owners insurance increased that's the reason why. The escrow account will be below that threshold. I asked if I pay the difference outright will my monthly payments go back to {$2000.00} they told me yes, so I paid {$46.00} shortage. Now I adjusted my autopay through my bank for the XX/XX/XXXX mortgage payment, just in case, and I was right it did not go back to {$2000.00}, it stayed at {$2000.00}. Thinking it may take longer to correct, I changed my autopay for XX/XX/XXXX, back to {$2000.00} ... well it didn't. Called the mortgage company again and they said it will not change, so they lied initially. Time for XX/XX/XXXX payment, {$2000.00}. was paid by my bank. I checked the mortgage company website and my payment changed again, it's now {$2000.00}. Called again and the reason this time was, they paid the taxes in XXXX and the escrow account was short again, so I paid an additional {$210.00}. Received a letter from the mortgage company dated XX/XX/XXXX, the annual escrow statement, it had my NEW MONTHLY MORTGAGE PAYMENT SET FOR {$2600.00}. Ridiculous! My mortgage payment before I refinanced with this company was a little over {$2200.00}. The idea for a refinance is to lower your mortgage payment, not to pay an additional {$490.00}. When I called the mortgage and ask commented that the calculation for the escrow was to be done in the beginning to avoid this, he stated they made a mistake with the calculation. They will take no action. I am not paying for their mistake. Please help. I have all documents needed. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called my loan servicer several times last year attempting to set my account on automatic payments. I was told I was ok. 1 month later I noticed a late payment on my credit report. I have been fighting with them for 1 year to have this removed. This is absolutely ridiculous and negligent on there behalf. I have written a letter to the Governor of California. I will not let this go. This is absolutely unacceptable. I am currently looking to buy my second home and the this 1 late payment is causing serious confusion and concerns. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91767
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX went bankrupt, and XXXX took over my mortgage servicing. In the process XXXX didn't receive adequate money from XXXX, and are now telling me that I owe them one month 's payment. Not only do I not owe them anything, but they owe me a payment that I overpaid by paying both XXXX and XXXX for the month of XXXX of XXXX. I have sent proof of payments, which were never delinquent, as all payments were done via autopay by XXXX XXXX XXXX. Trace IDs were provided. Every time I call they say there isn't adequate proof of payment. Spoke to few managers who confirmed they have everything they need and should be able to process my refund, but nothing ever comes of it. Have recorded conversations. XXXX received payments on XXXX and XX/XX/XXXX, and XXXX received payments on XX/XX/XXXX and XXXX ( which is a double payment for XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my property in XXXX XXXX Texas on XX/XX/2020. The current Lienholder was paid in full and as of today has yet to file a release of lien with XXXX XXXX Texas or send me a copy of the release so I can file it myself. I have made over 20 phone calls about this and have had zero resolution. My loan number is XXXX and the NMLS for LoanCare is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78750
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When COVID became an issue we contacted Loancare because I had been laid off due to COVID, they were super eager to help me sign up for a forebearance. Told me the process, got it done. Assured me that once I was back to work all I would have to do is notify them, they would do a loan modification and add the payments to the end of the loan, essentially extending the term of the loan. I only needed the assistance for 3 payments, I went back to work and notified them. I was then told to fill out an application to get the process started to modify the loan, I did that. I rec 'd an email stating it was being processed. Never heard anything else. Went online, made my next payment, assumed everything was fine. Come to find out they put me in a program that my type of loan did not qualify for. Now they have locked me out of making payments on my account and will not take any payments unless I make 3 payments right now. I am on hold right now and have been for over 45 minutes waiting to talk to someone else. Last week we were told it wouldn't be an issue to make any payments because they were just still in the process of processing my application. So now they have marked me as in default. Oh and, they just hung up on me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare admittedly forgot to pay my homeowners insurance and after we straightened it out, they still deducted another premium ( double what my premium is ) on top my my insurance premium for them to get their own insurance, even though I had insurance. Repeatedly told it was their mistake and would be fixes, still deducted the additional {$2200.00} premium for their insurance so my escrow is negative and my monthly payments will be {$200.00} higher. Of course, if I do t pay, Ill be penalized. The WORST customer service I e ever experienced and I keep getting lied to and nothing is getting resolved ... for their mistake. I have 20 phone calls and 15 hrs trying to straighten this out. Theyre impossible!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX I applied for mortgage deferment / forbearance for two rental properties I own. Loancare / XXXX services both mortgages. I received auto-reply messages saying my forbearance request was received and I should turn off the AUTOPAY direct debits for the loans. I did so. On XX/XX/XXXX, I received LATE PAYMENT notices for both loans. I responded to Loancare with detailed emails and phone calls ( that are not answered ). I received an auto-reply from Loss Mitigation with a Ticket Number and instructions on how to apply for forbearance ( which I had already done, twice, with two confirmations of their acceptance. ) See below : # # # XX/XX/2020 ( Reference number : XXXX Please use this ticket number in any correspondence with us. ) Subject : Loss Mitigation Dear Valued Customer, Thank you for contacting us. A Message About Coronavirus ( COVID-19 ) and How to Apply for a Forbearance Thank you for contacting us about your mortgage. If you are experiencing financial hardship due to the coronavirus ( COVID-19 ) pandemic, continue reading for information about your relief options. On XX/XX/2020, the Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) was signed into law. The CARES Act allows mortgage borrowers to request a forbearance with an initial term of up to 180 days ( 6 months ). When the initial term expires, mortgage borrowers can request an additional term of up to 180 days. # # # More phone calls that never get answered, more emails that have an auto-reply. I then SELL the homes. And the loans are paid off. AFTER the sale is closed I learn that LoanCare has marked my loans as 60 days late making it impossible for me to modify any other loans. My web portal ( to login to Loancare ) is now closed. And they still don't answer the phone. Please help. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 832XX
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: MY MOrtgage company ( XXXX XXXX ) transferred my mortage to a different lender ( LOANCARE ) XX/XX/2017 without notifying me. My last payment of XXXX was XX/XX/2017 to XXXX I WAS NEVER NOTIFIED THAT MY LOAN WAS TRANSFERRED TO A DIFFERENT LENDER Either thru email communication, phone call, Portal communication ( which i used to pay mortgage ) or mail ( i lived out of state at time ) I found out that it was transfered to a different lender when OLD servicer provider ( XXXX ) notifies me that it's no longer servicing my mortgage. ( Caller at time had no idea where i should send my payments to ) I had no idea where to send my payments OR what was going on with my mortgage. XXXX provided me with some phone numbers and address END of XX/XX/2017. They did not have access to my new Loan # # I called this new lender and was unable to get anyone to help me. I did not have a Loan # # to reference and they did not have my Social Security in their system either. The NEW LENDER reported me to the CREDIT BUREAU 60 DAYS BEHIND XX/XX/2017 FOR THE AMOUNT OF XXXX THIS IS HOW I RECEIVED THEIR CONTACT INFORMATION. I think XXXX XXXX did not provide me with a loan ownership transfer notice when mortgage was sold. The New Owner did not notify me within 30 days of the effective date of transfer I did not have the the new owner 's name, address and telephone number ( and if different, the person who can resolve issues concerning your loan payments or any right to rescind the loan ), the date of transfer, and whether the transfer of ownership is recorded in public records. The new Lender also was to blame because when i called i couldn't get personnel to assist me and provide me with my new loan info # I called new lender and they had no records of me or my loan # # to explain if everything stayed the same during transfer??! My Loan went into default with New Lender OLD Lender and New Lender could not help provide information in a timely manner. After 6months of going back and forth i got a lawyer since they reported me to creditors and i was getting credit collection calls. I was so frustrated by this miscommunication and lack of knowledge of what was going on with my file. Lawyer adviced Died in Lieu and Short Sale as best options to just get rid of property. I didn't want to deal with stress so i said lets give the bank the property back. New lender refused Died in Lieu/ Short Sale after multiple offers, hiring a realtor, photographer, and trying to sale house for them. I feel like I was Collateral Damage during their mortgage transfer process. If i had been notified of process my loan payments wouldn't have fallen behind creating this snow ball effect. A huge snow ball affect that affected me personally for the next 7 years. Now i have a FORECLOSURE ON my credit for 7 years. I can not remove this FORECLOSURE on my credit. I need it removed. How can bank not tell me it's selling my mortgage!!?? I don't care if Bank has their property. They took it and it's over. They can keep it.. but i shouldn't have to suffer for their negligence and poor communication efforts I HAVE TRIED EVERYTHING on my side even selling house myself. I have all lawyer info and communication trail with banks Please help me. I can't imagine going 7 years with this on my credit report. I understand the process of transferring servicing rights is challenging logistically ... it might involve moving thousands of loan documents .. i think this is what caused this lack of communication and transperancy but why iam I as the consumer the collateral damage? I think XXXX XXXX did not provide me with a loan ownership transfer notice when mortgage was sold. The New Owner did not notify me within 30 days of the effective date of transfer I did not have the the new owner 's name, address and telephone number ( and if different, the person who can resolve issues concerning your loan payments or any right to rescind the loan ), the date of transfer, and whether the transfer of ownership is recorded in public records. The new Lender also was to blame because when i called i couldn't get personnel to assist me and provide me with my new loan info #
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A