Date Received: 2020-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current home mortgage is thorough XXXX sub handled by MyLoanCare. I am currently trying to finish a refinance of my mortgage. All I need it the payoff amount fax or sent to the title company. I have tried for 3 weeks to email and fill out the requests on the MyLoanCare website and I have not received any information or acknowledgement of my request. I have tried to call and there is ZERO ability to talk to a real person. I have tried to call XXXX and they just transfer me to the same automated phone system for MyLoancare and you can not talk to anybody. This should be criminal! They are holding my mortgage hostage while I have to pay a higher interest rate!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80204
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: everything started when government announce that companies can give a 3 months forbearance in the mortgage because of the COVID 19 Pandemic, I called my mortgage company and they told me to apply online. I did apply online and I got a response that my file will be in process, after that I did not hear from them, no emails, no letters in the mail. they said that they called me, but with all the calls were were receiving from collection agencies. i did not put a lot attention to phone calls. after couple month of hearing anything almost at the 3rd month, I received an email from one if my credit card saying that my credit was poor. they i dig into that finding out that I was late in my mortgage. I call the loan servicing ( LOAN CARE ) and they were not only rude about, but they stated that they call me and sent me letters which I did not received, and they told me that i can apply for a forbearance plan, which I did and now they dont want to take any payments until they get an answer from the investor. after that they transfer me to customer service and they told me that they didnt not send me letter to communicate because i have an electronic communication, but also they never sent me an email on this matter. my job is been affected and stops completely for almost 4 months. but i am willing to start making payments. thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I don't know how to categorize my complaint, as it has built over several interactions, but simply put I believe that XXXX XXXX XXXX, and/or Loancare ( subservicer ) is handling my account in a predatory manner, intended to generate consistent fees, and hamper my ability to dispute them. I am worried about ongoing damage to my credit, and frankly do not wish in any way to give financial support to what seems to be at the very least an unethically managed company. I have been able to successfully reverse at least some of the spurious charges, but I am worried that there are likely fees that I have missed, and I don't actually know what sort of hits to my credit I may have suffered as a result. I have had a persistently poor relationship with XXXX since my loan was sold to them, but particularly since Loancare began to be the subservicer of my loan. My mortgage had been sold once before, but the first two companies did not have any issues as far as I could see. Over the last few months the situation with Loancare has become an unworkable risk for me. During XXXX, I was laid off when my employer shut down operations due to Covid-19. There was significant financial confusion on my end at the beginning and I had a late payment due to an overdraft. I did remedy the payment within days of the issue. After looking further into it, it appears the late payment ( my one and only ), was a result of mismanagement on my end, not an actual shortage of funds, so it was quickly resolvable. I am not sure exactly how it happened but over the course of my conversations with Loancare, as I was attempting to investigate what went wrong with the payment, I was placed on a forbearance plan. I did not request this. I should say, I am missing most of the specifics from the many phone conversations I have had in attempts to remedy these issues. I would like to request the XXXX and Loancare provide me with recordings of any phone calls regarding my account. I have not requested them yet, honestly because I am worried that the recordings could be simply erased in an effort to deprive me of evidence in a complaint. Loancare also appears to go out of their way to make contact difficult, as I will discuss more later. My hope is that by filing a complaint, I would be more likely to avoid their standard attempts to brush me off or get me to simply give up and accept the fees. I did not wish to be on a forbearance plan at any point, particularly because I feared that there would be unforeseen repercussions and complications. Again, I don't actually know if it was even discussed with me, or if I was automatically placed in forbearance due to some trigger that I don't understand. In any case I DO specifically recall being told by Loancare that I could maintain my automatic withdrawals on schedule so as not to fall behind on payments, which I was still in solid position to continue making on schedule and without interruption. I made the payment by phone, and attempted to reinstate automatic payments. I was led to believe that there would be no issue with that moving forward. As another aside, I should note, that automatic payments online are one of the very few options to pay your mortgage through this company without paying a fee. For example they charge {$12.00} per payment over the phone even if you use the automated phone system. They XXXX it up to {$15.00} if you do it through a representative. Obviously if you have an issue with your payment and need a quick resolution, you don't really have much choice. While I'm sure there's nothing untoward legally about such a practice, as a consumer, its a glaring red flag that this is likely a company built on nickel and dimeing it's unsuspecting customers. In the same vein, the automated phone system and customer service line is clearly structured to break the will of anyone in need of assistance. It's at least a 10 minute ordeal to sit through all of the recordings and selections before you can even start waiting in line for the representative. As I'm sure is easily inferred, that wait can be absolutely oppressive in length, and unsatisfactory when connected. On top of that, any representative you reach is inevitably in a different department than what you need. You can almost count on being blind transferred to a new representative at least once. That representative will need to be brought up to speed from scratch, and often may simply transfer the call again. In any given transfer, I would guess that approximately 20-40 % of the time, the call is simply dropped, leaving you to start from zero each and every time. If you are calling about a complicated issue that requires a supervisor, or multiple departments, it becomes a serious barrier to be constantly transferred, when the failure rate per transfer is high. The time really adds up when you must relay a long story to each of these people, and have your information thoroughly vetted each timed. I have requested callbacks in the event that I am dropped. These callbacks never happen, even if you are dealing directly with a supervisor. One representative even told me that outbound calls are literally not even possible by the customer service department. I have requested that reps stay on the line to ensure that if the next line does not answer I am not merely recirculated into the general on-hold pool to start anew. It is simply not an accident the number of calls that are dropped or misrelayed. It is designed to get me to just suck it up and pay the wrongly assessed fee rather than waste the hours. I was once even told by a representative, that it is impossible to waive fees through customer service, that the only way to dispute any charge over {$15.00} is through a written formal complaint. Ironically, that representative did drop the fee I was questioning, leading me to believe that the lie was yet another attempt to inconvenience me to the point it was not worth disputing, so that they could siphon another {$82.00} fee. In any case, from the very beginning of the forbearance, I attempted over and over again to reinstate automatic payments. Each month, I would check to see if the funds came out on time, and discover that the payment had not been deducted. I would then spend the hours navigating customer service to see what the problem was with automatic payment. No explanation would be given, so I would make the payment by phone, and again go through the automatic payment setup, which of course takes a while to do. I would than be assessed an {$82.00} late fee, which I would request to have waived, due to the fact that the payment is not made ENTIRELY out of their failure to deduct the funds properly. This cycle continued month after month. Eventually I was told that during forbearance, and even for months after cancelling it, that automated payments were impossible to set up. Obviously, this information was not provided to me by any of the representatives as I provided banking details over and over to reinstate the process. After several months of this I just lost total faith in the company and have actually sought to refinance my loan with an institution that I can actually trust. I was willing to do almost anything to get away from this company and viewed the time and money spent trying to resolve this as sunk costs. I felt wronged, but it didnt feel worth it to complain further if I could simply get away. That was until I saw yet another fee in my XXXX statement for {$82.00}. The total fees for the month are {$160.00} although it is unclear where the second charge comes from. I simply cant take it anymore. I obviously would like the fees removed yet again, but I would also like to know exactly what fees I have been given over the life of the loan are and how that may have negatively affected my credit standing. I am happy to take responsibility for errors or issues on my end, but I just cant pay any more for an issue on their end, particularly when it seems to be an integral part of how the company conducts itself. At this point I strongly suspect there may have been other hidden charges along the way. Honestly it is more a matter of principle than the actual money. I think it likely that this company does this to untold other customers and I hate to think that they cushion their profits by repeating the same practice and preying on others like me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 051XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about : LoanCare, XXXX XXXX XXXX.XXXX. XXXX XXXX XXXX XXXX, VA XXXX. XXXX XXXX The loan number is XXXX Under the name XXXX XXXX Loancare Credit dispute # XXXX They are refusing to fix errors they have made to my account : On XX/XX/2020 I received a call from Loancare saying my payment was late. After trying to get ahold of Loancare for two and a half days. I finally got through to XXXX # XXXX on XX/XX/2020 at XXXX XXXX. I explained to her it was there error and to get ahold of my credit union who sends the checks out. I gave her their phone number to call. I had been sending the same checks to them for a year without any problems. She refused to call and clear up their error. On XX/XX/2020 I sent an email through their site to explain that they had made an error and please clear it up. I again gave my credit unions phone number. I also asked them to stop the daily calls to me. I still receive the daily phone calls. The company refused to call the credit union. I then got ahold of the credit union and they sent me proof of the check and on XX/XX/2020 I sent the information to loancare. On XX/XX/XXXX a late payment of {$26.00} was added to my account. Later in XXXX the check in question dated XXXX, XXXX payment, was sent to my home. As I am not living there right now it takes a while before I know what was sent to the house. There was a paper sent with it as to explanation as to why it was sent but there was nothing marked on it. Later another check arrived at my home dated XXXX, XXXX payment. This did have a mark on the paper saying they could not identify the check. They had been identifying these check for a year now. Why the problem? I have repeatedly asked where to send these two checks to so they can be applied to my account. They will not answer me. On XX/XX/XXXX they sent a letter to my home saying they did not have my insurance information. On XX/XX/XXXX I emailed them the insurance information. On XX/XX/2020 they informed me that an escrow account was opened in my name and insurance money was taken out of it. I never opened an escrow account. On XX/XX/2020 I sent an email through their site asking 1. I need to know where to send the two checks too. 2. Have the escrow account removed from my account 3.Have late payments taken off but there has been no response to this email On XX/XX/2020 I received an email thanking me for my check dated XX/XX/2020, XXXX payment. On that sheet was an email address to send complaints to so I sent them another complaint about my account. I received an email back saying this site is no longer being monitored. I am completely stumped as to how to get my problem with loancare fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To the best of my knowledge there is an erroneous lien from XXXX XXXX on my property in the amount of {$240000.00}. It is listed on the records for XXXX County, NJ as a XXXX judgment from XXXX. I did in fact go to the brink of foreclosure with XXXX XXXX in XXXX. But I was given a loan modification through them in XXXX. In other words, we reached a deal. So the judgment should be erased. Complicating matters, Loancare bought my mortgage in XXXX. Never have I missed a payment since the modification. Loancare is not addressing the matter. They gave me a case number. That was it. I previously contacted XXXX XXXX which says even though they placed the judgment on my records it is now Loancare 's responsibility to fix the problem. My realtor brought the problem to my attention when I inquired about selling my home. I realize the banks are overburdened right now, but this is an ideal time for me to put the place up for sale. The lien makes that impossible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07430
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Summary : This is a complaint regarding our Loancare Account against our VA mortgage loan servicer XXXX XXXX XXXX XXXX and the sub-servicer Loancare XXXX Services XXXX to correct their error in failing to report our payments made for XXXX, XXXX and XX/XX/2020 to all the consumer reporting agencies : XXXX, XXXX and XXXX. Because of their failure to report that these payments were made to all the credit reporting agencies, our credit reports all show " NO DATA '' or " UNKNOWN '' for XXXX, XXXX and XXXX, thus missing payments in our Payment History on all our consumer credit reports. This is not only damaging our credit, but it is also preventing us from refinancing our VA home mortgage since other lenders will not work with us due to these discrepancies, which appears to be delinquency. Therefore, we are demanding that our loan servicer immediately correct these errors by reporting payments were in fact made for XXXX, XXXX and XX/XX/2020 in order to reflect in Payment History section with all the consumer credit reporting agencies. Dispute : Consumer Credit Reporting Errors They failed to report XXXX, XXXX and XX/XX/2020 payments our loan servicer erroneously reported to all 3 consumer credit reporting agencies that our Loancare Account was in forbearance, when in fact our Loancare Account was NEVER in forbearance. Further, they failed to report that payments were made to Loancare for XXXX, XXXX and XX/XX/2020. Therefore XXXX, XXXX and XXXX are all reporting on our credit reports showing the following : In PAYMENT HISTORY Section Since they failed to report payments made for XXXX, XXXX and XX/XX/2020, the consumer credit reporting agencies all show missed payments for XXXX, XXXX and XXXX also known as UNKNOWN and DATA UNAVAILABLE leaving those months blank in Payment History. Explanation of Dispute OUR LOANCARE ACCOUNT WAS NEVER IN FORBEARANCE, therefore, all payments made for XXXX, XXXX and XX/XX/2020 needs to be reported to all the consumer reporting agencies to reflect on all our credit reports. On XX/XX/2020, we submitted a request for forbearance in error. However, the next day on XX/XX/2020, we contacted our loan servicer via phone and email and cancelled the forbearance request ( we have an Acknowledgment Confirmation Ticket # XXXX emailed from our loan servicer ). In addition, on XX/XX/2020, we submitted another follow up email to confirm that the forbearance was cancelled ( we have an Acknowledgment Confirmation Ticket # XXXX emailed from our loan servicer ). Therefore, our Loancare Account was never in forbearance and payments made in XXXX, XXXX and XX/XX/2020 needs to be reported to all the consumer credit reporting agencies. CORRECT ERRORS IMMEDIATELY BY REPORTING PAYMENTS MADE FOR XXXX, XXXX AND XX/XX/2020 : We are currently trying to obtain a business loan and refinance our home mortgage ; however, due to our loan servicers error by incorrectly reporting that our Loancare account was in forbearance and further FAILING to report payments made for XXXX, XXXX and XX/XX/2020, this has prevented us from working with other lenders. We are demanding that our loan servicer immediately correct their error by reporting our payment history for XXXX, XXXX and XX/XX/2020 payments to all 3 consumer credit reporting agencies : XXXX, XXXX and XXXX to reflect on credit reports. Thank you.
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: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, XXXX, will not pay my county taxes from my escrow account. I started receiving delinquent tax bill notifications. I tried to refinance my house is XXXX and it was discovered that the money is sitting in my account and has not been paid since XX/XX/XXXX. I called the company to try to resolve the issue on XX/XX/XXXX and was told that it was being escalated bc my home was being report as unoccupied and they didn't have to tax the taxes. I sold with a XXXX that transferred me to a XXXX ( in XXXX ) that would not do anything to resolve the issue. She told me that they updated my account and taxes would be paid XX/XX/XXXX. On XX/XX/XXXX, I received a new delinquent notice that the bill has not been paid. I call XXXX again and spoke with XXXX that transferred me to XXXX and was told it would be escalated with no reasoning as to why they still have not paid my taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my loan back in XX/XX/XXXX, Loancare kept a portion of my Escrow balance with out my approval {$1800.00} to be exact, and will not return it. On the Escrow balance it is showing that return as a negative, and does not explain why. On XX/XX/XXXX I spoke to two different Loancare employees who told me I had to email payment research about this problem. See email and response below REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. SUBJECT : Re : Loan # XXXX Dear Valued Customer, Thank you for contacting us. Please be advised that the funds were used towards paying off your loan because the payment on XX/XX/XXXX was returned. We wouldn't be able refund the funds. Please feel free to contact us if you have any additional questions. Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. *** this email was scanned for malicious content *** ********************************************************************************************** In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at : ========== Original Message ========== From : & # 60 ; & # 62 ; Subject : Re : Loan # XXXX IMPORTANT NOTICE - This message sourced from an external mail server outside of the Company. & # 62 ; & # 62 ; To Whom it may concern, & # 62 ; & # 62 ; I did a refi 5 months ago and part of my escrow balance was applied to my loan with out my approval. I am going to need the remaining balance that is owed {$1800.00} & # 62 ; sent to me. I am going to call the CFPB and would like this resolved very quickly! & # 62 ; & # 62 ; Sent from my iPhone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to XXXX/LoanCare XX/XX/19. My prior mortgage company was collecting and paying my hazard insurance. My insurance carrier ( XXXX ) sent me confirmation that my loan company was changed to Loan Care on XX/XX/19 along with the current premium that was due. It was my understanding that the new mortgage company would pay the bill since they had the funds in escrow. I received communication from the mortgage company that they were going to place hazard insurance under them on my home followed by letters dated XX/XX/19 and XX/XX/19 that the policy 's placed by them had been cancelled which led me to believe they had made the payment to XXXX as they were supposed to per my arrangement with my prior mortgage company. On XX/XX/19 they withdrew {$1400.00} from my escrow account to pay for coverage they placed on my property. I immediately contacted XXXX to find out they had failed to pay my policy and coverage had been cancelled. Upon discovering this, I immediately purchased insurance for my property and informed the mortgage company I had done so. Unfortunately due to their failure to pay my policy, I had a lapse in coverage. XXXX/LoanCare took it upon themselves to charge me for this lapse. As it was their responsibility and failure to pay my insurance, I do not believe I should be paying for this. I believe they owe me {$270.00} as only {$1100.00} of the {$1400.00} was refunded to my escrow account. I have attempted to address this with them on 2 occasions both of which took hours on the phone. I was led to believe the error would be resolved and I would be refunded. I have reviewed all of my mortgage statements and no refund has been issued for this. I believe my money was mishandled by the mortgage company and it is frustrating that I have no choice in who is managing my money that they feel they can spend my money in ways that have not been approved by me. They were given notification of my insurance being due and had ample opportunity to pay for it. They failed to do so and also FAILED to tell me that they had missed the deadline for payment and that I needed to resolve this with XXXX. I feel they have failed me in their fiduciary responsibility to handle my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
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: To whom it may concern, I am hoping for your help to remove a late mortgage payment record in my credit history. I had my account on auto-payment for the XXXX of every month, and decided to move it to the XXXX of the month, because my mortgage company kept marking it as 'late ' in my billing statements, and then reverting it to on time every month. I just wanted a clean bill, so I moved it to the XXXX of the month, but confirmed my auto-payment, which showed online as still being active. However, I was surprised when I received notice that I was delinquent in my payments, and realized their system had stopped auto-drafting my account. I called in and their customer service rep told me it was an error on their part, so she waived my late fees, etc. However, she told me I'd need to write to their credit dispute department to reverse the incorrect record of the delinquent payment. I asked for a number, and she said they didn't have one, and I'd need to write in. I had written in at least 4 times, but only get an automated response, with no explanation or resolution. The delinquent payment is still in my credit and has pulled my score down, and made it very hard for me to refinance my loan or get a new loan. Please help me, as I don't think this is fair, and I could really use a new loan. Thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A