Date Received: 2020-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I have been requesting for the " pay off letter '' and every time I call in for it, there is an automatic system where it states " the letter will be mailed out with 7-10 business days and without the letter I will not be allowed to pay off the loan. '' I have also tried 4 times requesting it off the online portal and it will not allow me to do so. In XXXX I have called the customer service and every time I ask to speak with someone about the pay off they have transferred me over and the call drops and this has happened on the daily for over the two weeks. I have logged in and tried to make the off amount but it will not allow me it is asking for a different amount then my statement and will not allow me to make more or less then. I have not made a payment since XXXX due to this issue with the company and I have been charged penlenty
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60160
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made my XX/XX/2020 mortgage payment on XX/XX/2020 in the amount of {$2500.00}. It was never applied to my outstanding balance on my account number XXXX. I have emailed them and called them multiple times with no resolution. I have sent the proof of payment form from my XXXX XXXX account. I am getting nowhere.
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: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was purchased by XXXX and is serviced by Loan Care. I have been trying for a month to get them to pay the property taxes on my property out of the escrow account. My wife and I started calling them 2 weeks before the due date. it is now 2 weeks after the due date and the matter is still being processed. Now the same thing is happening with the insurance payment. I have been on hold with them for several hours trying to resolve and there has been only obstacles and phone menu loop to dead lines. I have very little help in resolving these 2 issues with Loan Care. I have been told no supervisors available to talk. No employee numbers for customer service reps. no case numbers for complaints. At this time I know they have not paid the taxes or insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I cancelled an automatic mortgage ( loan Care LLC ) payment due to issues with my bank account. I submitted a one time payment to cover my mortgage. Although my auto draft was cancelled the servicer still took the funds from my account. I called in the morning of XX/XX/2020 to let them know I need the funds returned immediately ( I mentioned that I needed the funds returned that same day multiple times and the representative did not say it was not possible ). I submitted the request per their instructions and received no update. I called back the same day for a status update and they told me it would take 10 to 15 days to process ( information that, if I had it before, could have made a difference as I could have wired money before the wire cut off time ). I asked to speak to the supervisor and she said it's not 10 to 15 days ( at this point I have been given 2 pieces of wrong information ), I asked what they are going to do to fix this and the supervisor kept repeating that their is a process but did not offer any other solutions. Access to the funds ( which I could have gone around had the first representative told me it was not going to happen same day ) was very crucial for me and now I am in a difficult position because I have bills due that I can not cover right away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, LoanCare failed to make our property tax payment of {$7500.00} from our escrow account. This mortgage was sold to them from XXXX XXXX in XXXX of 2020. It is a month overdue and has accrued a 10 percent late fee since XX/XX/XXXX. On XX/XX/2020, LoanCare promised to rush this problem and pay all taxes and subsequent penalties. Nothing has been paid to date. Our county has now threatened a lien against our property. This company should not be in business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
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: I see several 30 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to Refinance through XXXX XXXX, my current loan company XXXX, Loan Care at Phone Customer Service:XXXX Will not answer and hangs up on you after 1 min 20 seconds, you call back and like they say later in the week and they do not answer. We have been trying to get a payoff amount so we can close on the new loan for 3 weeks and they will not respond with the information. They need to have their license revoked and they need to be shut down. This kind of negligence in a financial institution is un-nerving. If they dont provide loan payoff information in a timely manner can a person take legal action?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34606
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a request ( and {$100.00} ) to have my PMI cancelled on my home mortgage via a Broker 's Price Opinion ( BPO ). The lender is LoanCare XXXX XXXX XXXX, XXXX XXXX, VA XXXX. XXXX. We brought the house on a short sale in XX/XX/XXXX for {$270000.00}. The house was in need of significant interior work. The house had a reverse mortgage on it from the previous owner of {$470000.00} at the time we closed on the house. We have performed all the necessary work and extensive upgrades to the property. We've on several occasions with real estate experts inquired about the current value of the home. Using the latest comparable 's in the immediate neighborhood from two different brokers, they estimated we should go to market at {$370000.00}, well in excess of the necessary value to have the PMI release from our loan. The broker chosen by the lender, came to our house on Sunday, XX/XX/XXXX. On Wednesday, XX/XX/XXXX, the broker called me to give me advanced notice the the lender was going to reject my request. The broker arrived at a value base on his comparable 's of {$350000.00}. He informed me the lender did a in-house quality review process and lower the BPO value to {$300000.00}. That value is clearly to meet their predetermined desired outcome. I've reviewed in detail the final BPO. The comparable 's they used are not in similar neighborhoods. I believe this is pure fraud on the lenders part to manipulate the numbers. I could request a full appraisal of the property, but once again the lender chooses the appraiser of which I have no confidence that it would be a fair appraisal with adjustments to achieve the lenders desired outcome. The house directly across the street sold for {$320000.00} with the original XXXX kitchen and XXXX sq. ft. Our house has been remodeled throughout with a new/remodeled kitchen and floors. The subject property is XXXX sq. ft, using simple math that would equate to a value of {$340000.00}. That value is not considering the {$20000.00} renovation for the kitchen. They can't really believe the BPO value is {$300000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the Coronavirus Pandemic, we chose the forbearance plan on our mortgage for 90 days. My husband and I were laid off from our full time jobs due to the pandemic. Once my husband returned to work, I called LoanCare to cancel the forbearance plan. It is IMPOSSIBLE to talk to a HUMAN on the phone with the company. I had to cancel the forbearance via an automated service which I felt uncomfortable. I called LoanCare multiple times so that I could resolve the accumulated amount for the forbearance. After waiting on hold for over an hour, I hung up. A few weeks ago I started receiving notifications from different credit bureaus that my account has been flagged for being over 90 days late!!! I immediately called LoanCare! Of course I couldn't get on the phone with a human. The recording said that wait times were exceeding 30 minutes and to call back another time. Really?!?! Finally, I got ahold of a human from LoanCare and they told me that the forbearance amount had to be paid immediately after canceling the forbearance or else they can start reporting this to the credit bureaus. We have NEVER been late on a payment! My credit score dropped 116 points!!!!! Now I am in the process of trying to do a loan modification with LoanCare and again I can't get a human on the phone. I called this morning and the recording says wait times are exceeding 30 minutes, call back later. I can no longer log into my account online either! I was using it yesterday and all of a sudden it's not working today?!?! This is the worst mortgage company EVER! Something needs to be done! You are negatively affecting our lives!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 147XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: History : - my mortgage of {$400000.00} originated by XXXX XXXX is closed in XX/XX/XXXX by my loan agent XXXX He ( XXXX ). 1st Payment due is on XX/XX/XXXX. Before 1st payment due I received loan service transfer letters, new loan servicer is XXXX XXXX/XXXX tells my payments should be sent to them starting XX/XX/XXXX. So did I. - Late XXXX LoanCare/XXXX suddenly sent me mortgage bill after I have paid it to XXXX XXXX. I logged on XXXX website with my account number on the bill and sent them messages and XXXX XXXX letters. They still asks me to ask XXXX to forward my payment to them. They are now saying service transfer date was XX/XX/XXXX, not acknowledging or mentioning XXXX XXXX 's letters I provided to them. The loan was sold on XX/XX/XXXX or XX/XX/XXXX, service transfer has occurred in XXXX! I am attaching the 2 service transfer letters. - Now loancare reported delinquent pay to XXXX damaging my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A