Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home loan with LOANCARE ( account XXXX ). Before 27 days BEFORE I " missed '' the XX/XX/XXXX payment, I filed with LOANCARE the request of forberance for just 30 days. The automatic email said it would take about 3 days. On XX/XX/XXXX, I emailed customer services and told them about they neglecting my request or my rights. I still didnt hear back for THAT message until XX/XX/XXXX! And it was only an automatic forwarding email! On XX/XX/XXXX, I mailed a check for XXXX $ with a note EXPLICETELY telling them about their inaction or lack of response to any of my messages. That was partial payment for XXXX, as within my rights. The remainder of XXXX 's mortage I paid by XX/XX/XXXX by check again. I never received a letter from this negligent company! I get robot calls but noone to talk to. Today, XX/XX/2020, I submitted by email the XXXX XXXX payment. TO MY SURPRISE, this irresponsible company has me as NOT PAID for XX/XX/2020! They chashed the checks. I told them in handwriting what the money was for. Also, I have a LATE FEE!! I have all the emails to prove that I did my part, as required, and this scam lender dragged its feet and is YET to give me a response from my initial inquiry from XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear sir madam, I paid two payments by mistake in XXXX on my mortgage with Loancare servicing, I have reached out to them many times requesting return of the extra payment they have continued to ignore my request. After two weeks of constant calling they requested I send them bank proof after doing that they told everyone the refund would be sent out on the XXXX of XXXX. In XXXX a payment for {$2300.00} and {$2400.00} this has really created a great hardship on my family and it appears to be of no real concern of anyone at Loancare I will seek a Civil Litigation Attorney this week if I dont get a response. My phone number is ( 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: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In early XXXX I initiated a refinance with LoanCareXXXX XXXX. Since then I was instructed to not make the XXXX, XXXX and now XXXX payment. At that time I cancelled my auto-payment to facilitate these non-payments. Late XXXX I finally made the payment to avoid going 30-days late and just today I made the XXXX payment for the same reason. I was told they were unable to waive any fees associated with today 's payment which is unfair and unreasonable considering I was told by a representative of their company to not make the XXXX payment. Additionally, my refinance is taking entirely too long. We are approaching 120 days on the refinance and my processor has forgotten to submit my paperwork along, is often non-responsive and doesn't contact me for long periods of time. These delays have resulted in extra interest being paid on the mortgage when not necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50263
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loancare is refusing to send me my equity balance of {$1400.00}. The home sold XX/XX/XXXX. The loan originated with XXXX XXXX XXXX. XXXX XXXX XXXX sold the mortgage to XXXX XXXX XXXX in XXXX unfortunately. I was sent the equity balance check of {$1400.00} not addressed to me, the home owner. I followed instructions by Loancare customer service to mail back the check to Virginia with a copy the deed etc. in XXXX. I've contacted them many times to correctly address the check, but they refuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was PAID IN FULL on XX/XX/2020. On XXXX I placed my FIRST phone call to LoanCare to find out why I haven't received any kind of written acknowledgment my loan ( XXXX XXXX XXXX ) was paid in full, WHY they haven't reported the paid status to the credit reporting bureau and WHY they haven't reconveyed my loan of record. Spoke to " XXXX '' @ XXXX XXXX PST. Basically got run around and was transferred to an 'off-shore ' service center. Got BIGGER run-around from " XXXX '' claimed a letter was sent, asked her to verify where, she gave me my address without a Unit number. I corrected her - she got snotty & instead of transferring me, disconnected me. On XXXX I placed by SECOND call, was disconnected 3 times before calling a different number to the wrong department & had them transfer me. Spoke with " XXXX '' @ XXXX XXXX PST. Told her I STILL haven't received any written notification of my loan being paid, the reconveyance was STILL not of record & my Credit Score was being impacted because they STILL didn't bother to report the paid in full status to the credit bureaus. She said a letter was sent to me - gave me address STILL without my unit number. I corrected HER & she said the credit bureaus would be notified, a duplicate letter would be sent & the reconveyance had been sent to record, and nothing in my email either. We are now at XXXX STILL no reconveyance is recorded, no letter has been received, and I have had the latest credit report STILL not showing the loan is paid in full. This company feels they can do whatever they please with no consequences. I am DONE playing with them & think they need to answer to their regulatory agency. By LAW they have 30 days to release a security instrument after payoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had an escrow shortfall in XXXX that we paid, but our payment amount was also supposed to change in XXXX from {$1900.00} to {$1900.00}. We called LoanCare in XXXX because the system said we hadn't paid XXXX 's mortgage, but we had. They never said anything about the payment not being right, just that they had applied the payment to a category called " unapplied funds ''. They moved the money out. The same problem happened again for XXXX, XXXX and now XXXX even though we corrected the shortage in XXXX ( so we were short 4 months and they just kept borrowing the money short from each payment as they told is XXXX they can do per our agreement and NOT tell us BTW even though we're on the phone with them that we're making the wrong payment amount ). We have called every month, sometimes, more than once, to try to correct. Today they told us that they will not be able to correct until XX/XX/XXXX with no explanation why. We keep trying to explain to them this is simple math. In XXXX they have billed us {$16000.00} and we've paid them {$16000.00}. They still show us a full month behind on our mortgage as all payments sit in unapplied funds until we call in and force them out - even though we don't owe anything. Their phone system does not call you back either. We sent a letter per their instructions from their website certified mail to the " office of the customer '' and followed the CFPB guidelines requesting error correction. They said they've never heard of it when we called today to follow up XXXX no proactive follow up from them ). We're going on XXXX+ months of trying to get our payment history fixed with my husband spending 2 hours with them on the phone alone today - with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: {$1400.00} {$2300.00} {$1600.00} {$1200.00} The sums of money listed above are what LOANCARE ( aka XXXX XXXX ) have requested that I pay for the same account Prior to my mortgage moving to XXXX XXXX, my mortgage note was $ XXXX@ 5.6 % interest over 30 years After going through my initial loan modification, I was asked to pay {$1400.00} per month ... which I have done and paid on time for the past 18 months In late XXXX or early XX/XX/2020, I received a notice stating that I have to go through another loan modification because my mortgage is far behind In reading the enclosed documents ( see the attached documents ) I discovered that somewhere on their books they have my CURRENT mortgage payment as being {$2300.00} Secondly, I receive another document from the escrow department stating that my new mortgage payment is {$1600.00} per month and a new loan modification document stating that I pay {$1200.00} per month THINGS I JUST DO NOT UNDERSTAND 1. Why am I just now finding out that my CURRENT mortgage payment is {$2300.00} per month after paying {$1400.00} for the past 18 months?? 2. Why is it that NOBODY has inquired about me paying {$1400.00} per month as opposed to {$2300.00} per month thus averaging a shortfall of {$1000.00} a month?? 3. Prior to my mortgage being moved to XXXX XXXX my mortgage was $ XXXX@5.6 interest over 30 years How is it possible for a loan modification to jump from {$1300.00} per month to {$2300.00} per month FOR THE SAME TERMS?? 4. I have a second mortgage that went through a loan modification My note was {$510.00} per month@ 7.4 % interest with XXXX My new mortgage servicer has requested that I pay {$400.00} per month@ 4.9 % interest This is a PROPER loan modification The so called LOAN MODIFICATION of my primary mortage with XXXX XXXX ... ..MAKES NO SENSE! I am requesting a remedy to this NIGHTMARE! The enclosed documents gives an account of my experience with this mortgage lender If this is the way this firm treats their customers and produce ridiculous loans, it is best that they close their doors!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Subject property XXXX XXXX XXXX XXXX XXXX XXXX, RI XXXX Current deeded use is condominium. Seeking under XXXX XXXX XXXX loan document Note 1-4 family XXXX XXXX XXXX, ( attached ) notarized amendment document from XXXX XXXX approving change of deeded use to multi family. I agree to have XXXX XXXX take lien priority on the property. To be clear I have never missed a mortgage payment or had a lapse in insurance coverage on the subject property. My friend who is an attorney contacted XXXX XXXX for me in regard to this request. She spoke to XXXX XXXX Esq. who advised her that XXXX XXXX would agree to this request, and for her to contact XXXX XXXX Esq. at XXXX XXXX ( XXXX ), the current mortgage debt service company. She reached out to the contact at XXXX XXXX the same day via phone message and email. As of today, Attorney XXXX did not return the phone call or email. Not a surprise to me, since XXXX XXXX is a predatory debt collection company who I have had the unpleasant experience with ; particularly in regard to their annual " forced placed insurance '' threat and subsequent machinations one has to go through with them to " prove '' that there is a viable insurance policy on the property. One does not have to go far on your web site and XXXX to see all of the complaints from numerous folks who have had the forced placed insurance scam put upon them by XXXX XXXX. Additionally, many people have lost their homes to foreclosure because of XXXX XXXX inability to follow through on loan modifications for people who are trying to save their homes. XXXX XXXX holds the loan but refuses to take responsibility to assist their paying customers. Rather, they prefer to hide behind the predatory debt collection company to do their dirty work. It is a shame.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a payment on XX/XX/XXXX which was not applied correctly. I sent the company a message about it and it has not been corrected. Also, this is a continuing issue. Every month, they are unable to apply my payment correctly.
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: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my mortgage sold to Loancare and have been with them for a few months now. I submitted for and was granted a Forbearance Plan dated XX/XX/2020. I was granted a 90 day forbearance for the payments for XXXX, XXXX, and XXXX. Since the beginning of XXXX the company has been calling me nearly every day and now I have received a packet dated XX/XX/2020 referring to a missed payment and trying to give information on how to avoid a foreclosure. If I'm not mistaken, Federal law stated that they have to offer a forbearance or other assistance and that they can not foreclose on any property during the COVID-19 emergency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30601
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A