Date Received: 2020-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is refusing to provide me with a payoff statement. I requested a payoff statement on XX/XX/2020 and it is now XX/XX/XXXX and they have still not provided it. I followed their procedures of ordering the payoff online and followed all of their directions. Since I have placed the order, they have not replied to my request. It has been 17 days and still no response.
Company Response:
State: MI
Zip: 48307
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was given flood insurance after providing documentation that my home and parcel it is on is not in a flood zone. I provided FEMA map, letter from zoning stating I was not in a flood zone, and additional maps online in support that the property associated with my mortgage is not in a flood zone. I contacted the company that made the flood determination and found out LoanCare did not provide them my parcel number so their determination was made on a storage building behind another house down my road, not my home. Once they got my parcel number they also agreed I was not in a flood zone and sent another determination stating so. After all this LoanCare now says they need a new property description and to contact my county tax office. I called and they were perplexed at the request and said as far as they can see I am not in a flood zone and do not need a new description. This has been ongoing since XX/XX/2020 with no resolution. They overdrafted my escrow account to purchase {$1000.00} flood insurance so my mortgage payment will go up $ XXXX starting XX/XX/2020 to compensate the overdraft, and my property taxes are due in XX/XX/2020 but now there is no money in my escrow to pay them. This has been going on for 4 months. I have missed time from work and my family making countless phone calls to LoanCare, zoning department, XXXX, FEMA, and the tax office. The stress this is causing me is interfering with my job. Im at my wits end and am to the point of just contacting a lawyer to pursue this further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have my loan with XXXX -XXXX XXXX XXXX , during the month of XXXX when th Pandemic Covid 19 start I request my loan to be into the FOREVERANCE PROGRAM, XXXX accept and offer me 3 month starting on XX/XX/XXXX, XX/XX/XXXX until XX/XX/XXXX. On XXXX XXXX tranfer my loan to the company Loan Care, this company send my a letter to offer me an extention for the Foreverance Program, and I agree for 3 additional months until XX/XX/XXXX. But Loan Care Report to the 3 Credit Bureaus that my XXXX payment as late payment, and destroy my excellent credit report and scores, I never been late on my payments. I call Loan Care and they told me they will be fix this mistake inmediatle and apologies for the mistake, I still waiting but they never fix the problem and they report again to the Credit Bureaus, causing more damage on my credit report for second time now my credit from over 700 credit score point appear as a miserable report of XXXX, all my lines of credit has been affected. I have all proof to summit to who and need this. I already spend hours and hours trying to solve this matter with loan care multiple employees and always they said they will fix but after almost 3 months they do not solve the problem and my finance economic is destroy. Need please to who correspond to help me to solve this problem ASAP. Thanks. XXXX XXXX. XXXX XXXX XXXX
Company Response:
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current mortgage lender is Loancare Servicing Center. In XXXX, XXXX, and XX/XX/XXXX. The company reported consecutive late payments on my mortgage. I was in the process of refinancing my mortgage in order to pay equal equity from the house to my x-wife. I decided not to use the same company. Subsequently, the loan was denied. I attempted to call and speak with Customer Service and they refused to remove the false reports. I hired a Credit Repair company and the late payments were removed. In XXXX I applied with another refi company " XXXX XXXX '' Which offered 1.7 %. In XX/XX/XXXX, I was told that there was another late payment in XXXX reported by Loancare. The payment was late but not over 30 days. The loan was denied. I once again attempted to resolve this issue by providing proof of payment to Loancare. The refused to remove the charge. I am force to hire the Credit Repair company to address this issue. My credit has been destroyed because of the practices of this company and their refusal to resolve the issues in a speedy manner. The late reporting in XXXX, XXXX, and XX/XX/XXXX had a domino effect on my score. The credit limit on my cards was dropped by 10 's of thousands which in turn placed me at 80-90 % credit usage. My score dropped from XXXX to as low at XXXX. Not only has their indiscretion caused me hundreds of thousands of dollars, I am being threatened with losing my Driver 's License and jail time for not abiding by the divorce settlement. Any assistance that can be provided in this matter would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I bought a new home in LA and Loancare was my original mortgage servicer in XX/XX/2019. After making one monthly payment in XX/XX/2019, I received a letter stating that Loancare was transferring my mortgage to XXXX XXXX, so I started paying XXXX XXXX from XX/XX/2019 onwards. However, I missed the part where the loan transfer date was XXXX, not XXXX. I immediately paid Loancare for the XXXX payment when I realized my mistake and showed them proof that I had paid XXXX XXXX by mistake. Loancare refused my request to remove the " late payment '' mark on my credit reports even though I paid XXXX XXXX on-time for the XXXX payment ( by mistake ). This was an honest mistake but I am unable to convince Loancare that I made the payment to the wrong servicer. They just assumed that I was negligent with the late payment, which is not true. They were only my mortgage servicer for 2 months, yet their insistence on leaving the " late payment '' record on my credit reports is causing a huge impact on my credit scores. Please help me reason with Loancare that this was an innocent mistake and they should consider removing the " late payment '' record. Thank you.
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: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in regard to the entity known as XXXX XXXX / Loancare & specifically their website https : //XXXX.myloancare.com I currently have two mortgages that this entity has acquired. Both mortgages are current but in forbearance with that period to end for both accounts the end of this month which is the 1st 90 day period of forbearance requested. Just like their prior iteration as XXXX XXXX they footdrag, XXXX or deliberately set a client up for problems. I just received two separate mailings from them stating I needed to notify them as to if forbearance period was adequate or I need additional time. They stated request has to be made no later than XX/XX/2020. I just finished wasting over an hour & a half on their website. In addition to website not fully functioning it only allowed one mortgage account to be listed when registering. I did that and went to create a second registration for other mortgage creating new User ID & password along with mortgage account #. It accepted registration, went to next page and states to go to initial account and add second mortgage. As I stated earlier website is not fully functional. When I went back and logged in using first account credentials I get message " Our records indicate that your loan is currently 30 days or more past due. To assist us in better servicing your account, please provide us your reason for the delay in making your payment. Delinquency Reason : " None of my accounts are past due!!! Forcing you to make selection choice which is not " forbearance '' or " Covid 19 ''. None of these buttons are active ; i.e., working. There is no way you can add another mortgage account number or other information. My Account My Statements Make a Payment My Profile Account Services In short, their website is not fully functional which I believe is deliberate. So here 's how I'm going to deal with this. As XXXX Loancare denied me the ability to extend my forbearance any other way consider this complaint to be a demand for extended forbearance for 90 days on both account # 's : XXXX & XXXX. Furthermore I will NOT engage further with your website as I do not trust or expect anything this entity ( s ) to do to be in the interest, letter of or spirit of the CARES Act & forbearance. I will conduct all further engagement with them via USPS mail. In addition, I will not accept any calls from them & will deem any call from them henceforth to be of a harassing nature & will treat as such. You tried calling me twice on XX/XX/XXXX & XXXX. I have no intention of engaging on phone after what happened with XXXX XXXX ever again. XXXX/Loancare, you want something or have questions ; put it in writing & mail it. You've got my mailing address. I will also forward a copy of this to my attorney. I will also contact the Federal & State authorities about this matter. I have had it with XXXX/Loancare & I'm not going to tolerate this XXXX from you. While I have every intention of paying my debt I did not agree to nor will I put up with this. I went thru all the abuse with XXXX XXXX. I'm not going there again!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Loancare sometime between XXXX of 2019. XXXX, my previous company, went bankrupt and I was dumped into this company. Almost immediately, my escrow payments increased XXXX a month, for what the company said were " under payments ''. I provided documentation to them that stated my taxes had no been raised enough to constitute that much an increase, and my homeowners insurance hadn't either. No one cared and they stated that they would re-evaluate it in 6 months. I couldn't afford to pay this, so I missed payments and my credit was deeply affected. Every time I would call, I would get a different person with a different answer or different explanation. No one cared, no one helped and no one would look into things. I asked for a supervisor, but never got one. Just transferred to their department. I was forced into taking a loan modification to avoid foreclosure. All along, my credit suffered even more. It is now in the low XXXX 's and will be years before it's turned around. On a side note, there a thousands of reviews online of this company, the overwhelmingly vast majority are negative. They seem to all be about escrow issues and no one can get any answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage loan was transferred to a new loan servicer. The new loan servicer stated that I was behind on my loan payments when I was current. When I contacted them I was directed to contact my prior loan servicer to provide the missing funds. I've made repeated attempts to resolve the matter with the previous load servicer to no avail. My phone calls have gone with not replay. Phone calls made XX/XX/2020, XX/XX/2020. I was informed that a representative would return my phone call but have not received a follow up phone call. Amount on question is XXXX Old loan servicer is XXXX, XXXX New loan servicer XXXX XXXX XXXX. XXXX XXXX Loancare XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91790
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to XXXX, subserviced by Loancare LLC, earlier this year. My previous lender provided complete documentation during the transfer. However, XXXX/Loancare sent me a letter indicating that they believed I had a lapse in " hazard insurance '' and that they would be purchasing " hazard insurance '' on my behalf if I did not remedy the issue. I called my insurance provider and confirmed that I had no lapse in insurance and that my home had been insured since the day I bought it. Regardless, I had my insurance company consult with XXXX/Loancare to resolve the issue. I have since received a second letter dated XX/XX/XXXX ( but delivered after XX/XX/XXXX ) which claims that they were " unable to verify coverage between XX/XX/XXXX and XX/XX/XXXX '' and that I would therefore be charged {$86.00} unless I provided further proof of coverage. I called XXXX/Loancare today, XX/XX/XXXX, at the number indicated in the letter ( XXXX ) and observed the following issues : 1. There was no option in the phone tree to speak with an agent, only to retrieve prerecorded information. I had to spam '0 ', an unlisted option, to speak with an agent. 2. I only provided the last four digits of my social security number on the phone tree, which is not fully private information. The agent did not ask for further verification, and in fact read my loan account number and personal phone number back to me without being prompted. This is a serious security flaw. 3. Only after I pointed out that XXXX/Loancare is a party on the policy, and therefore should be perfectly capable of verifying the information themselves, did the agent agree to initiate contact with my insurer. The agent claimed that their call center is divided into " inbound only '' and " outbound only '' and therefore she would have to initiate a special request in order to have the outbound call center make contact with my insurance company to verify coverage. Here are my issues : 1. " Hazard insurance, '' the term used in all written communication from XXXX/Loancare, is a confusing term that does not return useful results on XXXX. I believe this is intentional in order to confuse low-literacy or XXXX homeowners and make it more likely for them to experience a lapse in insurance via this tactic. 2. I have very strong reason to believe that they received adequate proof of insurance from my original lender and from my insurance company, and are pretending they did not receive it or did not record it in order to claim these false " lapses '' occurred in order to profit off force-placed insurance policies. My partner, whose separate loan was also sold at the same time, received identical communication from them and also had to go through the same steps to " prove '' he did not have a lapse. 3. The agent indicated that there was a " three letter cycle '' ( verbatim terminology ) for this communication. This indicates to me that this is either an annual mailing, or a mailing that is issued on loan transfer regardless of the documentation received, and is a process designed to obtain excessive coverage and charge homeowners regardless of whether they actually have coverage. 4. The lack of phone tree options meant that a customer following the verbal instructions would have no means of reaching an agent. 5. As indicated by my communications with the agent, XXXX/Loancare is perfectly capable of obtaining proof of insurance by themselves. There is no need for homeowners to have to spend multiple hours on the phone providing verification for information that has already been provided ; the process is designed to catch people out and accrue fraudulent profits for XXXX/Loancare. 6. The amount of information I was able to access with just the last four digits of my social security number is enough to perform identify theft, their security practices are completely inadequate. There is already an existing class action settlement " XXXX v. XXXX XXXX, XXXX XXXX. XXXX, in the U.S. District Court for the XXXX District of Florida '' regarding XXXX 's predatory use of force-placed insurance. After witnessing predatory practices from XXXX/Loancare on mine and my partner 's mortgages, I have reason to believe they are continuing these same practices with slight modifications. This places a higher burden than necessary on homeowners and is a process designed to maximize fraudulent profits. Please investigate and put a stop to this practice. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have been trying to obtain payoff information, including payoff amount and how to safely payoff a mortgage of over XXXX in full. I went to the website of the company, Loancare, in late XXXX and filled out their online form requesting a payoff as of XX/XX/XXXX. I received no acknowledgement. Although our intention had been to pay off the loan before the next payment was due, the inaction by Loancare resulted in our having to pay our monthly mortgage, and cost us over XXXX in interest. On XX/XX/2020, I submitted a second request for payoff information. The company responded that they needed a signed request. The online request system did not indicate that this was the case. I tried to call their " help '' line, and on the first day I left my number, but was not called back, so 2 days later, I called again and was put on " everlasting hold ''. On XX/XX/XXXX, I scanned a signed request to the online request system. I received a response indicating that I would have the information within 3 business days. I have yet to hear back. We contacted the company that originally processed our loan, and they provided us with a form that we filled out and signed to be sent to Loancare on XX/XX/XXXX. In the meantime, we have had to pay yet another mortgage payment, including over XXXX in interest. Again, I have yet to have received any acknowledgement from Loancare. Because Loancare appears to be on online company with no brick and mortar presence, we have no place to go to address this issue face to face.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A