Date Received: 2020-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here is the letter I sent to the Mortgage Servicer XX/XX/XXXX Dear XXXX XXXX I am in dispute in your bill to me {$1400.00} for flood insurance when regular flood insurance that I have paid in the past 14 years on this mortgage has not been more than {$500.00}. And further I attest that the {$1400.00} that you are calling FLOOD premium is a penalty you are charging me NOT flood insurance as you say because I just paid the XXXX insurance. You are charging me for not having flood insurance for XXXX for which you took over the loan from the former company a few months back and yet you are not paying the past year premium. I am disputing this charge because if I had a notice from you 1 year ago that I needed to pay the insurance I would have paid it. Your company didn't contact me that I was lapse in my insurance for the year XXXX until XXXX a year later when you caught it. Why didn't you pay the premium at that time and charge me the {$1400.00} then if I didn't respond? You did not contact me that is why and realized a year later that it hadn't been paid. Charging me the money now does not cure the year that went by with no Flood Insurance. I have made payments on my home and flood insurance for 14 years without missing a beat and here is why. The last company that had my mortgage with would contact me if the flood insurance went to them and since I do not have impounds they would always forward me the insurance and I would pay it. Your company did not do that. When you found out that I did not payit was 1 year after the policy was done. If you had sent me correspondence that year that if I didn't pay you would put the premium in force on your end, it would of gotten paid. You are putting it on 1 year after the fact with a 2 month notice and the policy which would have been in arreas. You can not pay the policy in arreas, so why are you charging me unless it is a penalty and if so state that fact. It is not for a policy. I called XXXX to see if I could pay the past XXXX flood insurance and they said it's in the past ( I knew this but wanted to verify this ) So who are you paying insurance to on my behalf for XXXX that is in the past? The reason I realized that the policy was not paid is because your company after the year told me it had lapsed and I immediately looked into it and paid for a current policy. Again you took over the last mortgage servincing contract and they always sent me notice and you failed to do that until the policy had already lapsed a year. The policy is back in force as I paid for it up front so the last years policy is now gone and there is no paying for that, if there was I would pay XXXX myself the {$500.00} for lapsing. My dispute is based on the fact that I have never went without paying flood insurance primarily because I was prompted by the other mortage servicer because they would receive the bill and forward or communicate that it needed to be paid. I further dispute that your company only reported to me that it was due when the policy was over and perhaps you caught it in an audit. And I further dispute that you have billed me for a Flood premium policy b that can not be paid in arrears there for it must be a penalty for not paying. You have now put an impound on my account which did not have an impound to pay for the XXXX flood policy and sent me a policy which can not be valid seeing how XXXX is gone! I have XXXX flood insurance. Please correct this erroneous charge to my escrow which made my payment go up {$110.00}. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make my payments online on myloancare.com, the loan terms require no late fees to be charged until XXXX of the month. Until last month ( XX/XX/2020 ), there was no late fees charged when I made payment online before the XXXX of the month. This month ( XX/XX/2020 ), today when I tried to make a payment ( XX/XX/2020 ), the servicer is charging XXXX $ more to make the payment, and added terms on the following terms 0-5 days - no charge 6-9 days - XXXX $ 10-15 days - XXXX $ charge. LoanCare XXXX. XXXX XXXX XXXX, PA XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow Inquiry My new escrow payment is {$960.00}, however, my total for taxes and insurance is {$7600.00} and spread over the year for monthly payment is {$630.00}. This is a {$320.00} difference and over a year it is {$3900.00} extra in funds. Where are the extra funds allocated? I need an accounting of the extra funds allocation. I have asked repeatedly for an accounting for the extra funds paid with no response. Also, the mortgage company overpaid the property tax. See the attached documents for the payout amounts and the property tax statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The last two payments were not applied correctly. ( XXXX & XXXX ) They were my monthly payments, yet both payments were applied to principal only. I have reached out to the mortgage servicer several times, yet no response, or correction. I have also previously filed a complaint on this website. Also, I want to make sure that previous payments have been applied when they have been received, since this affects how much interest I am paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I had XXXX XXXX XXXX XXXX. We contacted Loancare to do a loan modification. We were approved for a trial plan and made the 3 payments in XXXX, XXXX and XXXX. XXXX advised us that they would send us the final modification paperwork which we received on XX/XX/XXXX. It stated that our first final modification payment would be due on XXXX XXXX, XXXX. They said nothing about any other payments before the XXXX. payment. I called Loancare on XX/XX/XXXX to confirm the XXXX XXXX payment. I spoke to XXXX with Loancare and he said that we had defaulted on the trial plan because we missed a XXXX payment. We were not aware of a XXXX payment due. He said that they had tried to contact me by phone 3 times. I didn't have that phone number anymore because it was a company phone that I had to turn back in. XXXX has my wife 's phone number and is authorized to contact her. She was never contacted. There were other ways to contact us. They have my e-mail also. I explained to XXXX that we had and have the money for the XXXX payment. He said that they can not accept our money now because we have defaulted. We have worked for 6 months to follow their modification plan. We were not aware of a XXXX payment between the trial payments and the final modification payments. Many people can not make their mortgage payments right now but we can and we want to so that we can keep our home and fulfill our obligations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84118
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I advised my servicer, LoanCare that they were not timely processing my payments, were improperly assessing late fees, and taking my additional payments and applying them to the improper late fees instead of towards the principle. I requested an account audit, that the improper late fees be removed, that the additional payments be applied to the principle, and that the interest be adjusted. After several months, the servicer finally began addressing this issue in late XXXX XXXX. As a result of their account correction, the servicer removed 6 months worth of payments and sent me a notice of intent to foreclose on my property on XX/XX/XXXX and advised that those same 6 mths payments were passed due, that I was in default on my mortgage, and had to issue a forthwith payment of {$5000.00}. I thereafter had to obtain a certified statement from my bank along with the cancelled checks issued directly from my bank to confirm that the payments were received by LoanCare, that I was not in default, and had no late fees. I filed a Complaint with this agency and did not receive a satisfactory resolution. While LoanCare was making account adjustments they issued a 1098 statement for XXXX that did not represent the 12 months of mortgage and interest payments I made. I filed a written request with LoanCare on XX/XX/XXXX, have called and spoken with various company representative on at least 10 occasions with the last being on XX/XX/XXXX and to date they refuse to provide a corrected 1098 statement that represents the full 12 months of payments they received in XXXX. Additionally, they have begun improperly assessing late fees to my account again. I have advised LoanCare of this extraordinary burden, that i have been assessed additional fees by my tax accountant as a result of these delays, and that I am not able to file my XXXX taxes due to these delays. I have exercised extreme patience, have had to explain to the representatives the errors on my account because they do not read the account notations and instead of also correcting the new issues with the additional improper late fees, was advised that I had to make a separate complaint about the matter. Lastly, LoanCare initiated and granted forbearance request for my account when I have never request one. When I told LoanCare to remove the forbearance, advised that I never made a request either in writing, by phone call or any other manner, they advised that they were not sure why someone initiated the request on my account as they did not have a record of me making the request. This servicer does not keep and maintain accurate business records, refuses to timely address or address at all the errors with their business records for the accounts they service, and places the consumers at an extreme unfair disadvantage due to their failing and negligent business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48150
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Loan Number XXXX This will be the third time since XXXX that I am having an issue with Loancare. I sent them 2 payments in the past that they never applied to my balance. It was a payment that was set up with my bank, XXXX, via automatic monthly payments. Apparently when my servicing changed, my loan number did and the wrong loan number was on the checks. I called Loancare to try to locate the funds and resolve it by sending them a " proof of payment '' from my bank. I got no response for weeks so I set up 2 complaints through CFPB. Because I have had so many problems paying this way, I thought I would attempt to set up an ACH payment using their website. According to their site, I could not set it up ( error message ), so I went back to my banking site and set up a new auto payment coming from XXXX ( with the corrected loan number ). Well, apparently, they got my routing number and account number during my attempt to set up on their site and they pulled the funds from my account on XXXX. XXXX sent a check for my mortgage on XX/XX/30. So now they have 2 payments for my XX/XX/XXXX mortgage payment. I am on the phone now with XXXX now filing a claim and cancelling the ACH but it is costing me {$30.00} that I would like returned to me from Loancare. I don't understand how they could pull funds from my account when I never got any confirmation that I was 100 % set up from their site or even via email. Clearly the site is a mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have requested a mortgage note online through loancare mortgages website. After not receiving the document for two weeks I spoke with a person who put the request in. After not receiving it for the second time I spoke with another representative who then told me that the request was never submitted. She put the request in and the very next day I received a policy rider as opposed to a Mortgage note. I spoke with a fourth representative today who told me it will take 30 days to obtain a mortgage note. I am in the process of refinancing and I believe they are Withholding this document and deliberately pushing back their turn around time because they are aware I am not refinancing with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home in XX/XX/2020, and contacted my mortgage holder ( XXXX XXXX ) asking them NOT to process the automatic monthly mortgage withdrawal for the upcoming month from my bank account, as the loan would be completely paid off within the next few days. I spoke with XXXX XXXX reference No. XXXX on XX/XX/XXXX at XXXX, she received approval from her manager NOT to process the auto withdrawal. Yet, I later checked my bank records and my payment of {$1400.00} USD was withdrawn. The loan was paid off by my new mortgage company ( XXXX ) and I e-mailed XXXX XXXX requesting a refund of my payment of {$1400.00} USD. I sent in bank records and proof of the erroneous withdraw as they requested - they stated a 15 day resolution period. Here it several months later ( and numerous correspondence ) with no refund. The XXXX XXXX complaint No. is Refund : XXXX ( XXXX ) XXXX XXXXXXXX contact info is ; XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX PA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85298
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/2020, we discovered that our county had placed us in an incorrect tax bracket, causing our real estate taxes to dramatically increase. I contacted a supervisor with Loancare, and during our conversation, discovered the cause and the method to correct the tax issue. Since it was going to take time for a new escrow assessment to be completed, and the fact that our county offices were closed down due to COVID-19, I asked the supervisor how we could prevent it from appearing that our mortgage account was over 30 days past due which would initiate reporting to the credit bureaus. The supervisor stated that she would place 3 months of credit suppression on the account to prevent the negative reporting to the credit agencies. In late XX/XX/2020, while on a call with another rep. regarding the escrow issue, I discovered that credit suppression was never applied to our account as we were told, and that negative credit reporting had indeed occurred. I was transferred to another supervisor who actually pulled the recording of the XX/XX/2020 phone call and confirmed that I was told by the first supervisor that " 3 months of credit suppression '' would be placed on my account, which should give ample time to repair the escrow issue. Fast forward to the present, XX/XX/2020, and I am still attempting to get the company to correct the negative credit reporting that should of never happened to begin with. I have spoken with more that 5 supervisors, spent hours on the phone ( nearing 8+ hours as an estimate ), been given promises of call backs, and one supervisor named XXXX XXXX even told me to call him after a certain number of days and he would help with follow-up. He is now not answering my calls. The final supervisor I spoke with in late XX/XX/2020 said she was again submitting a request to have my credit corrected, and that I would get a call back in 5-7 business days. Once again this has not occurred. I feel I have given Loancare every possible opportunity to make this situation right, and am baffled by the lack of attention, follow-up, and failure to assist a customer with a simple matter that is impacting me financially. Bottom line is I was promised 3 months credit suppression on a recorded call, and the failure to implement this has caused months of stress and aggravation as I have spent hours attempting to get this resolve in a civil manner. Although Loancare 's reps have been polite and reassuring on the phone, the simple fact is I have been deceived multiple times, and feel that my issue simply isn't worth their time. Having a background in customer service and as a personal banker for several years, I am appalled at the level of dismal service I have received, and only hope no other customer has to suffer their attempts to correct problems. I simply seek resolution to their mistake so that I will be financially whole. As a final attempt at resolution directly with the company, I just competed another call to Loancare that was 1hr 13min in duration. I spoke with a very polite supervisor named XXXX ( rep # XXXX ) who stated she was again submitting an escalated request to repair, and included the initial recording of the XX/XX/2020 call including timestamps referencing the initial supervisor promising credit suppression ( footprint # XXXX accessible by supervisors only ). She stated that I should see resolution in some form on my account by XX/XX/XXXX, and would have to call in to find out what it is if I do not receive an email. I am continuing with this filing for the simple reason of being given the same information several times now hoping that resolution would actually come.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29501
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A