Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have two homes and two different mortgages serviced by the same Loan Servicing company, LOANCARE. Our Check made out to XXXX XXXX XXXX with the loan number written in the memo field was deposited into the wrong account. This caused a late payment, We weren't notified, Both my wife and my credit has dropped 78 points. I spoke to the LOANCARE who admitted the mistake, they told me to write an email and send it to paymentresearch@myloancare.com which I did, Friday, XX/XX/XXXX. As of today, XX/XX/XXXX, I have had no response from LOANCARE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92805
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX I filed this complaint yesterday and now I have found new information that this is still not corrected. This is what I found today - see attached file. I have been making payments in the forbearance agreement - Loan Care was supposed to correct that but I wanted to send these two files - one I attached yesterday to the complaint number above and a new one I found today which still shows me being 180+ days late and that XXXX payment is late. I went online and paid the {$130.00} payment for the forbearance plan and in the account it stated I owed XXXX beginning XX/XX/XXXX as part of a Modification Plan BUT that clearly stated it begins on XX/XX/XXXX. XX/XX/XXXX paid the {$130.00} on forbearance plan payment of {$130.00}. This new report I found says XXXX payment is late ... ... ... how can this all be fixed?????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27597
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Loan Number XXXX Hi I have spoken about this matter with myloancare and XXXX XXXX many times with the their agents over the phone. In which all agreed that that there a mistake on their end and promised to fix. However, never got fixed. The issue that I only owe XXXX, XXXX, XXXX, and XXXX in which should amount to ( XXXX = {$9700.00} ) however, you system gives that I owe a {$12000.00} in which is {$3200.00} over what I owe. Such amount of {$3200.00} does not make any sense whatsoever. Again and Again and I repeatedly ask them to fix, it has been months and month of XXXX XXXX. Such XXXX has effected my health, and work, and my physical shape. Also, the web site gives me an other number of {$15000.00}, this only to add to the XXXX further more. Again I ask them to fix such as well. In addition, the web site doesnt allow me to do any payments in which also adds to the stress this string of actions taken by them. I ask to give me the equal opportunity as other to pay online, please fix all accounts ( web and their record ). Also, please note, it is very XXXX to call bank, as I have faced multiple times of disconnect while waiting for a long time to speak to someone. When I speak to someone, I have to transferred to someone else where I face a disconnect. This adds to the stress Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92602
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We filed a bankruptcy which was discharged more than 10 years ago. Loan Care is reporting my loan in violation of the fair credit reporting act. I have disputed the loan and as of today one of the bureaus have deleted the trade, but the other two are still reporting negatively ( due to the forbearance ). When I call the number, I get in a loop that I was on hold for 45 minutes and gave up. Today I attempted to call again and reached a representative in Cust Serv that assisted me with several questions. They were not able to assist with the bankruptcy issue, so I asked to be transferred to the Bankruptcy Department so they can correct my account. The person I was transferred to was VERY RUDE. She said it was reporting my loan accurately, which it was not. I requested that she correct the incorrect information or I would file a complaint and SHE HUNG UP ON ME! I called again and spoke with XXXX in XXXX XXXX office and she helped me with my payment issue. She was Amazing and a wonderful customer service representative. I will work with the credit bureaus to get the credit fixed and if Loan Care refuses to correct the erroneous reporting ( bankruptcy greater than 10 years old ), I will seek Legal Counsel. I'm very angry that the girl in the Bankruptcy Department that I was transferred to hung up on me when I asked for her to correct the error. I did not swear at her and they can review the call, as I'm sure their lines are recorded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dated attached is a letter from Loan care regarding the incorrect reporting to the credit agency 's stating an error on their part in reporting my mortgage late on all three credit reports. Technically they are stating that they should only have reported it late for the month of XX/XX/2019 BUT when I went online to pay the full payment the only payment I was allowed to make was the {$130.00} forbearance payment and NOT the full amount. So Loan Care has said that they would correct this with the credit reporting agency 's but as you will see it is NOT corrected on my XXXX report and it is still be reported that I am 180 days late on this even though I have paid all forbearance payments correctly and on time. With COVID - this should NOT be reported and it has severely effected my credit. I am unable to even obtain different car and homeowners insurance because of it. My XXXX account went from being a XXXX limit to now {$250.00} because of it along with many of my other accounts all credit has been reduced. I am currently in a situation where they have put me in a trial period for a loan modification and that I have to make three payments in the trial to be approved for the loan modification. I went into the forebearance due to losing my job and having my social security stopped as well so I had not enough money to pay the mortgage. I really thought this was my only option as I searched for work which I know have secured. Please help in getting this corrected on my credit reports so that I can actually get car and homeowners insurance at a better deal then I am currently paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27597
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a payment of {$1900.00}. This payment was placed in escrow without my knowledge or my agreement. I made an inquiry to this payment in XXXX of XXXX and was told it would be taken care of. I was told that the payment was placed in escrow since it was a partial payment ( short {$99.00} ). Payment currently just increases from {$1500.00}. I believe your company to be honorable and would ensure it would do as it said. When I noticed in XX/XX/XXXX that the payment still was not applied correctly to my account. I called your company and insisted that I speak with a supervisor. I was told the payment was never removed from escrow and that made my account appear to be three months behind. During this conversation, I was once again ensured that the payment would be moved from escrow to my principal mortgage payment account. I requested that any interest or fees that accrued due to the displacement of the funds be removed or refunded to my account. I was once again ensured that this would also happen. In XX/XX/XXXX I called your company back once again because I notice the payment was still not applied to the correct account. I went through the process again explaining the problem and was ensure all corrections would be made as requested. Still, no progress was made on moving the funds to the correct account as of XX/XX/XXXX when I made another inquiry to why this problem persists. I was told this problem would be corrected by XX/XX/XXXX. I waited and called back to see if this was truly the case because, at this point, I have lost complete faith in anything I am told by your agents. Once again, I asked to speak with a supervisor, I was informed that the money would not be moved because it was past the six-month period to dispute. I have been calling and disputing this issue since XX/XX/XXXX and now I am told that is can not be done due to time expiration. I was not informed in writing about the moving of my payment to escrow. I received no notice asking me if this was something I agreed upon. Each time I call the person I speak with has no record of the previous call or transcript of the calls. I just received a denial letter from LoanCare which stated the same thing that they said over the phone. In the document attached they only included payments from XX/XX/XXXX until the present. My problem with that is why not send all my payments on the account so I can see how everything has been applied to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29505
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My problem is not with my current mortgage company ( XXXX : NMLS # XXXX ). My issue is with the original loan company ( Loancare MLS # XXXX ). Apparently my loan was sold at the beginning of the year. This happened without my knowledge as the documentation sent to me made it sound as though the mortgage was being transferred to different departments withing the same company. As such I continued to submit my payments ; via bill pay, to the same organization. It was not until my new company ( XXXX : NMLS # XXXX ) threatened me with foreclosure that I realized my payments were not going to the right place. I immediately contacted my original loan ( Loancare MLS # XXXX ) company and reported the missing {$7600.00}, and opened a case to have those funds either returned to me or forwarded to my new loan company. The original mortgage company ( Loancare MLS # XXXX ), refunded {$3700.00}, but then closed my case with a remaining missing amount of {$3900.00}. When contacted they tried to say the refunded everything. I provided them bank statements as well as statements from my current mortgage company ( XXXX : NMLS # XXXX ) proving the original mortgage company ( Loancare MLS # XXXX ) had not forwarded the funds to the new mortgage company. To date they are refusing to account for the remaining XXXX, and continually close the case when I reopen it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84045
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: All information Loancare ( a subsidiary of XXXX XXXX XXXX, also called XXXX ) is reporting to the credit bureaus is inaccurate for the following reasons. ( Each number below is an inaccurate statement given to one or more of the 3 credit reporting agencies. ) 1. DATE OPENED : XX/XX/XXXX - I did not open an account with them on XX/XX/XXXX as I had no relationship with Loancare ( a subsidiary of XXXX XXXX XXXX also called XXXX ) prior to XX/XX/XXXX. Loancare/XXXX XXXX purchased my mortgage from XXXX in XXXX upon XXXX filing for bankruptcy. 2. DELINQUENCY FIRST REPORTED : XX/XX/XXXX - I could not have been delinquent with Loancare/XXXX XXXX on XX/XX/XXXX as I had never heard of them or had any obligation to them prior to XX/XX/XXXX. I did, however, make my XX/XX/XXXX mortgage payment in full to my lender at that time, XXXX Mortgage. ( XXXX later merged with XXXX. ) ( I have provided proof of payment to all three credit reporting agencies. ) 3. ACCOUNT STATUS : Included in Bankruptcy This account was not even opened during the bankruptcy proceedings in XXXX. Additionally, the bankruptcy documents show that I intended to continue paying my mortgage to the lender at the time, XXXX, which I did. I have never missed a mortgage payment. Not once in the 18 years I have lived in my home. 4. ACCOUNT CLOSED This account was opened XX/XX/XXXX when I made my first payment to them and I have continued to make my payments on time every month so its actually not closed at all. They simply choose not to report my payments and erroneously state the account is closed as a punitive measure because of the bankruptcy proceedings which did not include them and had no impact on them. 5. MONTHLY PAYMENT - {$0.00} My monthly payment with Loancare/XXXX XXXX is currently {$1600.00} which included taxes and escrow. 6. NO PAYMENT HISTORY This account is open and active since XX/XX/XXXX. I have made every payment on time. 7. DATE CLOSED : XX/XX/XXXX I did not even begin paying LOANCARE until XX/XX/XXXX ( so it couldnt be closed in XXXX ) when they purchased my mortgage from XXXX and I have continued to make my payments on time every month so its actually not closed at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since we originated the loan in 2018, my wife and I have had PMI on the load. Recently we went to about 34 % equity, so I asked if PMI could be removed. They said, maybe, but you have to submit a fee for {$100.00} and then a BPO will happen and then we'll see about the PMI removal. I agree, and on XX/XX/XXXX we submitted the {$100.00} electronically. Since then I've received no information. No call. No letter. Nothing as to stating when this broker would come out and do a walk through to determine home value. After a month, I figured let me just cancel this BPO and get my {$100.00} back since this company is not being truthful on what they offer. Since I have tried to get my {$100.00} back - I have sent countless emails. Through their site elements so I know that they get through. I get the occasional canned acknowledgement but nothing else. I am now sick of this kind of response. All I want is to get my {$100.00} back and my later intentions are to refi out of this loan to get away from this company. Hopefully you can help me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have made on time payments from a payment plan and they have not shown those on time payments. Loancare has sold my loan to a serving company XXXX XXXX and should remove or rename my account to show that true information. They have refused to do so multiple times and they have not done their research into this matter. I will be getting an attorney if this is not deleted for false reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A