Date Received: 2020-07-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is a complaint against LOANCARE LLC, our home mortgage co., who has negatively impacted our credit history report for : names removed ( homeowners ). On XX/XX/2020, we submitted a request for forbearance to Loancare in error. The next day, on XX/XX/2020, we contacted Loancare directly and cancelled the forbearance request. In addition to numerous follow up calls and emails in XXXX to confirm the forbearance has been cancelled. As of XX/XX/2020, I was reassured by Loancare that our forbearance was cancelled and it would not affect our credit report. However, on XX/XX/2020, we were working on refinancing with another mortgage lender and was notified by them that our home mortgage was in forbearance, therefore, we would not be able to refinance until we get it removed off our credit reports. So on XX/XX/2020, we contacted Loancare to dispute the forbearance on our credit report. That on our credit reports, under the Remarks, Side Note and/or Special Comment Sections : states Account in Forbearance and this must be removed off our credit reports since we cancelled on XX/XX/2020 and our account was never in forbearance. Nevertheless, on XX/XX/2020 and XX/XX/2020 Loancare confirmed that the forbearance would be removed off our credit reports as of XX/XX/2020. But as of today, XX/XX/2020, our credit reports still states that we are currently in forbearance. For example, XXXX states under Remarks Account in Forbearance reporting as of XX/XX/2020. Furthermore, as of XX/XX/2020, even after speaking with Loancares Collections Dept. and Supervisor regarding this forbearance dispute, requesting to have " Account in forbearance '' remarks/special comment removed off our credit report, I have LOST ALL CONFIDENCE in their ability to resolve this credit dispute. Not only has this drained our time and energy, but weve been unable to refinance our current VA home loan with other lenders with rates offered to us at 2.25 %. In addition to our credit scores dropping from above 825 to below 750, this takes us out of the Excellent category which further negatively affects our borrowing efforts affecting our rates. Conclusion : LOANCARE LLC needs correct and remove the " forbearance '' language off of our account with all the credit reporting agencies which is stated in Remarks and/or Special Comment Sections : Account in forbearance since we have never been in forbearance.
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: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've tried numerous times to log into the Loancare 's smartphone app and website. The app continue to give me an error message ( Problem occurred. Please contact customer care ) and the website fails to allow me to log in. This is a frequent problem when attempting to log into their databases. Today is the first of the month so my mortgage is due and I am attempting to pay it. I did not choose this company, my mortgage was sold to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70634
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: LoanCare is currently reporting a 30 day late status for XX/XX/2019 on XXXX and XXXX. My home was sold and the mortgage company was paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously filed a complaint due to the conflicting information received by the company 's representatives and the constant issues i have had with trying to make payments. They responded by saying that i was set up on autodraft. They then proceeded to purge my account, thereby causing the exact issue that they said was resolved in the prior response. I assume this was retaliatory for filing the first complaint. I am still unable to log into my account and am unsure if my payment will be automatically withdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75229
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to contact my mortgage company for 3 weeks. I have sent email and tried to contact the on their XXXX phone number. The emails tell me to call the phone number and when you do it goes into an automated system that you can't get to a representative. In my area we have suffered from a major disaster, we had 2 dam failures that has destroyed have of our town, including my home. I'm am attempting to get a loan modification. But I can not get to a person to discuss the problem!! I would like help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Despite numerous attempts to clear up that my home no longer requires flood insurance, the mortgage company keeps stating that it does and thus keeps overcharging my escrow account. What is extremely troubling, is that Loan Care was the one who CONTACTED ME to state that I was no longer in a Flood Zone and thus, would not require Flood Insurance. This has being going on since the end of XXXX of XXXX. I have uploaded the document required regarding my flood zone change and have called on 3 separate occasions to have this situation taken care of with at least 45 minutes wasted on each call. Twice I was hung up on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care from XXXX XXXX, Virginia made continuous robot call every other day regarding a call backs and late payments. It was extremely difficult to get contact with real live individual for two reasons : Their time zone is four hours ahead of us and extremely long waiting period up to 2 hours or more before making contact to any live individual. we believe this waiting period is purely ridicules Robot call also always request our last four digit SSN which shouldn't have to be done more than once. Payments was always on time, but Loan Care collector stated it was either late or insufficient funds in our account. They continuous to charge us late fees and insufficient fund fees. Evidence shows the funds are always available in our banking account. we also have evidence the payment was on time, but it took them a long time to process the payments. I have evidence that I attempt to make payment three different times on the month of XXXX, XXXX. So far I haven't seen any evidence they have process any one of the payment I sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX-XX/XX/XXXX we were in a modification agreement for our home. We made all payments as requested and responsibly per agreement. Then in XX/XX/XXXX I received a notice of trustee sale foreclosure. We then obtained an attorney and won the case due to the loan care servicing center not honoring their original modification agreement and intern they would correct our credit score rating as they indicated we were delinquent on our payments so we would be able to refinance our home. Since then I have worked with our attorney and filed several complaints against the in accurate information reported on our credit reports stating delinquency without success and now are facing another foreclosure incident. We also lost a small business operating under a rental agreement due to the Covid medical situation which has put us into a financial burden. If this had been originally fixed we would be able to refinance and continue making payments please help us obtain the correct information so we are able to refinance and remain in our only resistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: on XX/XX/2020, prior mortgage co ( XXXX XXXX ) sold my loan to LoanCare. Prior to this I was on a forbearance program with XXXX XXXX due to the Covid 19 since mid XXXX, 2020. I was on a 180 day program but LoanCare did not honor the existing terms of my mortgage loan which included the forbearance program. They terminated it and reported to the three major credit agencies that I was delinquent in my payments. LoanCare was notified of this on XX/XX/2020 by me and they informed me that they realized this was done and and on XX/XX/2020 had sent a letter to the credit agencies of their error. Today, XX/XX/2020, LoanCare has still not produced the letter of XX/XX/2020 that I was told was sent to the agencies and me. I was also told that I would get return calls by the end of both days but this was not done. In one of the calls with LoanCare of XX/XX/2020, I was told that my forbearance with LoanCare did not start until XX/XX/2020 yet on XX/XX/2020 in a call to LoanCare, I was informed that my forbearance was in effect and there was not problem and no agencies were notified of delinquent- which was not true as 2 months were already reported delinquent. My credit scores went from very good to need help/fair. 50pt drop. This has impacted me on business and credit and the financial damage has not been determined yet as I was engaging in new loans and now have nearly poor credit and damaged credit repute. LOANCARE is slow to make the corrections to the Credit Agencies and my creditors.- nothing has been done as of this writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XXXX I had made a payment in accident of {$2000.00} instead of my payment that was due for XXXX It was made within the 30day so it should not be late. During the month of XXXX my son was in and out of hospital with major medical issues. I was not thinking well and its reporting late on my credit, I don't think this is a fair situation to be reported late as I was still within 30 days that I made the payment. I believe this is unproperly treatment for a customer that has been paying on time every time. Company did not send a response but closed by claim without consideration I can provide medical record if needed but I believe that is a little personal to disclose but if needed will be more than likely to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A