Date Received: 2020-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX had transferred my mortgage loan to LoanCare in XX/XX/2019. At the same time I submitted a Real Estate Relief statement in XXXX from the Commissioner of the revenue which I was 100 % granted. In XXXX XXXX made a final escrow transfer of {$370.00}. In XXXX XXXX informed me where to submit my payments. During this time Loancare is assessing the XXXX XXXX XXXX. On XXXX XXXX I received a letter that I had a shortage of {$580.00}. Even though they did acknowledge the tax relief I only received {$100.00} @ 3 months which was {$310.00}. There is still the 9 months remaining. The tax relief was XXXX XXXX. I emailed information I sent letters. I have also submitted a XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
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: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I am the court-appointed Trustee of the XXXX XXXX XXXX XXXX. The Trust owns a single family residence located at XXXX XXXX XXXX, XXXX, CA XXXX. There is a XXXX mortgage on the property serviced by LoanCare in the amount of {$130000.00}. The loan number is XXXX. The Trustor, XXXX XXXX, died in XX/XX/XXXX. LoanCare has had all of my information for many months, and it has been sending monthly mortgage statements to my office, and I have been paying all amounts due during that course of time. I have attempted on numerous occasions over the past week to obtain a payoff statement on the account, because the property is set to close on XX/XX/XXXX. I have provided a copy of the Trustor 's Death Certificate, as well as a copy of the Court Order appointing me as Trustee of the Trust. Despite these efforts, LoanCare refuses to provide me with a payoff statement. I have advised LoanCare that there is a chance escrow will fall through if they do not provide me with a payoff statement. Please help. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
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 remitted an incorrect monthly mortgage payment for XX/XX/2020. It's an typo of XXXX when it should be XXXX. The payment was sent in time but the servicer decided not to process the payment. I realized the error when receiving the monthly statement and the new amount including the shortage. Around the same time, I received delinquent notice from the servicer. I checked the online account, everything is in good order as both payments were applied. Subsequently I noticed my credit score has dropped significantly and realized there's a delinquent put through by Loancare. I contacted the credit department via email per instructions from customer service. It replied backed within 1 week indicating the case is closed without any explanation. I checked my credit score and realized it's now changed from delinquent to late payment. Again, I contacted the credit department and same thing that the case is closed. There's no way I can get in touch with credit department or have any actual explanation why it should be treated as late payment when payment was made in time and it's the processing unit decided to hold off not to apply payment until the following month. The error/shortgage can always be applied to escrow as the incorrect amount sufficiently cover monthly P & I plus part of the escrow. And XXXX payment was the month when they tried to adjust the monthly amount with the revised escrow and there's multiple statements subsequently. Appreciate your kind attention to the matter. It's extremely frustrating for not be able to speak with customer service who can help or receiving an explanation of why it was first treated as delinquent and then late payment. I have other mortgage where there's a more proactive information flow with email notices, etc. So error can be rectified in a more timely manner. Loancare has subpar customer services but jumped quickly to blemish customer credit. The dispute channel and process is ineffective with very little true customer support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: We files for a forbearance 3 different times and waited for approval and called and emailed numerous times with no calls or emails returned. We waited for an answer for the forbearance finally got word in XXXX. The mortgage company told no negative would be reported. During XXXX we reached out to them seeking help and not knowing what was going on with the forbearance application for the 3rd time. They reported us late for XXXX, XXXX and XXXX before the month was even up on the XXXX of XXXX, 2020. We have contacted XXXX many times and no resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92394
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the beginning of XXXX I receive a notice that my escrow amount on my mortgage would be changing. In error, I reduced my XXXX payment amount in my auto bill pay to the new amount and this resulted in my payment being less than {$60.00} short ( it was {$59.00} and change ). The actual decrease in my mortgage amount was scheduled for XXXX not XXXX ( so I changed the payment amount one month early ). As such, Loancare received approximately 97 % of the payment. I received ZERO communication from Loancare and only found out about the short amount through credit monitoring when my credit score was penalized. I did not receive ANY communication from Loancare ( no email, auto phone notice, nothing ) to notify me of the issue prior to finding about the issue after reviewing my credit. The day I called them after seeing my credit report, I received a letter in the mail about the issue dated XX/XX/XXXX notifying me that my loan was 60 day past due! Even though it had only been 18 days since the payment date ( I received this on XX/XX/XXXX ). They did not try to communicate at all with me until after they had marked the payment as 30 days late which they knew would result in me being blocked from refinancing to a lower rate. They sent me a 60 days past due notice 18 days after receiving 97 % of the payment and I fully believe this company was aggressively trying to take my house over what was a {$59.00} administrative error, with NO COMMUNICATION prior to reporting to the credit bureau. I called Loancare on XX/XX/XXXX and made the payment whole on XX/XX/XXXX ( date payment actually went out from my bank account ). My monthly payment is due every month by the XXXX, but I was told that even though the payment is due by the XXXX that count the 30 days late from the XXXX of the month. Since the payment being short was obviously an administrative error, Loancare was willing to reverse the late charge they were trying to assess ( a late charge fee that was greater than the amount that my payment was short ), but they would not remove the 30 day late reporting against my credit despite agreeing that it was an administrative error and removing the late fee. I believe this is a predatory practice to try to fence me in from refinancing away from their company as rates have dropped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: today, XX/XX/XXXX, I spoke with XXXX/ Loancare about my forbearance and incorrect credit agency reporting. Asked them to correct the situation and was told they did not provide the information. During my forbearance my loan was reported as late for XXXX, XXXX and XX/XX/2020, when I made these payments in full. I have wrote to them today providing proof that my payments were reported as late for 3 months. I also cancelled my forbearance as I am unable to refinance my loan while on forbearance. Have requested my credit report so I can dispute this information but that will take 30 days. Unable to start credit union complaint online! unable to speak with anyone at XXXX XXXX or XXXX. XXXX requested proof of identity and would not start complaint. The questions they use for screening would require me to have my credit report in order to answer them. I have a brain injury that has affected my memory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Myself along with my Title Attorney have been attempting to receive a payoff quote for my mortgage currently serviced by LoanCare. I submitted my initial request on XX/XX/2020 providing both a mailing address along with a fax number. After no communication from LoanCare for almost two weeks I submitted another payoff request on XX/XX/2020 again with a mailing address and fax number. Still zero communication from LoanCare. I have also attempted to reach them by email at XXXX on XX/XX/2020 I have attempted to reach them by phone as well. Unfortunately they have a fully automated system. The only way I can speak with a live person is if I act like i want to refinance my home. When I explain my situation to them I once again get forwarded to the automated line. Not receiving the payoff quote is costing me interest daily along with the additional money for the tax credit I will owe the buyer of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70508
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was in forbearance due to COVID-19. I was starting a new job. Approved forbearance on XX/XX/XXXX. I got several delinquent letters indicating my payment was past due. I was told the forbearance would not impact me negatively. Unfortunately, it did. I found out on XX/XX/XXXX my pending VA refinance loan with XXXX would be denied due to the forbearance ( in XXXX, XXXX told me it would not ). I immediately on XX/XX/XXXX, paid the mortgage for XXXX, XXXX and XXXX and cancelled my forbearance immdiately. I requested and was informed from Loan Care Servicing that I would receive a letter in the mail and an email stating my Loan forbearance was cancelled. To date, I have reached out to them 4 times and havenot been able to get any documentation refecting my current loan status with the cancelled forbearance. It is also reflected in my credit report that my loan is in forbearance. I paid my mortgage and cancelled the forberance weeks ago. I deserve documenation reflecting the update. I am trying to refinace my loan and need this documentation to move forward with the process. They didn't hesitate to send me past due notices but will not provide me with updated documentation despite numerous request from customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX we have been dealing with the financial corporation regarding the Tax Exemption of XXXX XXXX XXXX Veteran, and within our escrow account they were to remove county taxes, we have been doing this since XXXX. Today I went online to see if the correction has been made on the account and they did put us as exempt BUT, our payment amount is still the same and has not changed they have done this to several people VETERANS and Ive been trying to fix this and have made so many phone calls and still nothing our payment remains the same when it should be almost 300.00 dollars less and its so frustrating at this point in time. Can someone help with this or get these people to there dang job right. They can not be collecting taxes from someone who is tax exempt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan servicing website is broken and does not allow users to log in and pay their mortgages. This has been ongoing and is causing people to miss payments. They do not answer phone calls and there is no email address to contact them at. They are forcing their customers to pay late fees that are out of their own control. This is completely unacceptable for a company in 2020. Website outages and log in problems should not happen and they need to be transparent when it does happen instead of pretending nothing is wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A