Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing this letter on behalf of my wife who has XXXX and can no longer deal with this company. She has XXXX through the roof, loss of sleep and numerous other health issues trying to resolve this matter. Last year ( XX/XX/2019 ) she received a notice from the current servicer ( XXXX ) that servicing rights were going to be switched to LoanCare LLC. Effective date would be XX/XX/2019. She had already made her XX/XX/2019 ( actual paid date XX/XX/2019 ) payment to XXXX. So starting XX/XX/2019 ( actual paid date XX/XX/2019 ) she send her payment to LoanCare LLC as directed by the letter she received from XXXX. LoanCare LLC has to this day insisted that they have not received it. They have been sending her late notices for the past year and most recently they are now telling her that shi is now 2 payments late. We have called them every month since last XXXX explaining and sending them documentation from her bank account showing the payments were send and who they were sent to. We have spoken with countless customer representatives and supervisors with whom none of them have been able to locate her missing payment. We have also done a 3 way call with her XXXX XXXX XXXX representative and LoanCare LLC and they still cant find our payment. We've even had them hang up on us as we have been kind of rude as they have accused us of lying to them. We are at our wits end with trying to prove something that should not be our problem. We did not ask for my mortgage servicer to be changed and it's not her fault that they misplaced her payment. As a side note, I looked on the internet for reviews of LoanCare LLC and needless to say their customer service is terrible. I hate to see what her credit report looks like since all this started. This is not right. These servicing companies should not be able to ruin someone's credit just because they have poor accounting programs that can't locate extra money that has been sitting in their account for the past year. I simply do not understand and do not know where to turn for help. Until we learned about you. Please help us!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from my LoanCare that they had resolved my payment issue in a previous compliant to them filed with cfpb in XX/XX/2019. However I have never been late on my payments and now they are applying each of my payments to the month before. Example. I made XXXX 's payment they are applying to XXXX. this problem occurred when i made my escrow & payment on XX/XX/2019 in the amount of {$53000.00}. When i made that payment i brought my payments current as well as paid off my shortage and should not be a month behind. I spoke to several individuals since then, one in particular was a woman who claimed to be a manager by the name of XXXX whom left me a fake extension number to reach her ( no body ever heard of a manger by that name nor that extension number ) spoke to her on XX/XX/XXXX, she also said that this needed to be corrected and that she was going to put in a ticket to resolve the issue. I haven't heard anything since.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92377
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After paying the amount requested by the mortgage company every month on either the website or pay by phone, I was told that I did not pay the full amount due and that I needed to make my account whole. I spoke with several customer service agents regarding this, and no one could tell me why I was short on payments. I spoke with a manager who said it seemed that I was approximately {$95.00} short, and that once I paid that my account would be up to date. I paid that amount, but upon next monthly payment I was told I was short again. I spoke with another customer service agent, their manager, and asked to have the next manager in the chain of command call me. They promised I would receive a call with in an hour, one month later, I still have not received that call. I also opened two separate help tickets with their online system. One was never responded to, and the other was closed with no information as to why I am short or how it has been resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77505
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2020 we have been trying to get the final release of insurance claim funds from the escrow account with LoanCare mortgage company. We have completed the rebuild and passed the final inspection for the city and received the certificate of occupancy. After relaying this to LoanCare they have done nothing to help with the withdraw the last of the funds. Multiple times the inspections that we have requested have been cancelled by LoanCare, the reason i was told was because of COVID-19. When I called to inquire about the next steps we were asked to submit pictures of the house in lieu of inspection. We have waited for responses, time frames have been changing on when we would get those responses from corporate. Then new requests have been submitted, they tell us they are expediting everything, but no progress has been made. Now I am being told that there is confusion between myself and the inspectors, but they said before they cancelled it. Finally another inspection was scheduled, I received a call Monday, XX/XX/XXXX from XXXX XXXX XXXX and they said I had the option to submit to a virtual inspection because of the current situation we are all facing. I submitted photos and received a message that the report had been submitted Tuesday morning, XX/XX/XXXX. I called the claims department to confirm and they told me that it is noted that I don't want an inspection. They had no information as to the final report submitted by XXXX XXXX XXXX. Every person I speak to as well as the supervisor I spoke to have all given me different information and now everything is changing and they are saying that I don't want the inspection, which is completely incorrect. I have called numerous times every week and they are not handling our funds within good faith. This has been going for almost 3 months, I've submitted pictures and the certificate of occupany, but there is no progress. we are unable to pay for services done to complete the rebuild because they will not work with us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95403
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently requested my 1098 year end statement since i didn't receive it in the regular mail and got an error when i tried to log on to obtain it and received an e-mail with the form but the e-mail was unsecured and the form had my full social security number. I sent another inquiry regarding why my whole social security number was on sent by unsecured e-mail but got a response that indicated that we sent you the 1098 form instead. They didn't seem to be concerned about sending a client 's whole unmasked social security number by regular e-mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
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 refinanced a home loan from FHA to conventional. Loancare will not remove the debt off all 3-credit bureaus. I have complained several time and nothing is being done. You can't call Loancare because it's a total circus!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90601
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company XXXX in every way. I setup auto-pay immediately upon being told they were my new servicer. They failed to withdraw the first payment. Then they locked my account online. You can not reset it online. Oh, no. You have to call them. Which takes 48 minutes. The first guy, whom I will just assume was incompetent rather than a liar, told me that I had never set up auto-pay and that there would be a fee for me to pay on the phone. He could not help me unlock the website. He then transferred me to someone else who said that I HAD, in fact, set up auto-pay but it had failed to withdraw the money. She said I could pay on the phone without a fee. I did so. Now, i am getting a message that they don't have my hazard insurance policy -- which i have previously provided as part of the closing process. When I try to add it, guess what? I am locked out again. You can not reset online. You have to call them. This time, their automated system bounced me back and forth without ever getting to anyone and finally hanging up on me. I am just trying to pay my XXXX monthly payment, and i never want to have to call them again. How, oh, how can they fix my account so that it actually works???
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: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As part of the CARES act, I submitted a request for forbearance on XX/XX/2020 with my loan servicer, Loancare, part of XXXX. The email confirmation said to expect a response within three days ( see attached ). As of XX/XX/2020 ( 42 days later ) I still hadn't heard a response. I tried filling out the application again since I was now coming up on the second mortgage payment since I initially applied. Still no response. On XX/XX/XXXX, I used Loancare 's web-based form to request a response from customer service. As of today ( XX/XX/XXXX ) I still haven't received a response to either the application or the email. I tried calling as well and used their automated system to request a callback. Their system said it would be approximately a 10-minute wait. Six hours later I'm still waiting for a call. Clearly this is unacceptable and, while I'm sure they're inundated with requests, 2-months to respond to cases of financial hardship is simply unacceptable. Please help me get a response. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-31
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage ( Lender ) " '' XXXX XXXX Attn : Consumer Solutions Department XXXX XXXX XXXX XXXX XXXX, VA XXXX A.K.A MyLoancare.com '' '' has allegedly approved me for a forbearance however a statement sent to me advised that i am two months behind and according to previous terms ; that constitutes for Credit impact and a potential foreclosure. I have attempted numerous times to fix the problem with the lender However i keep getting the round around no one gives me an answer and my statement yells late and foreclosure. I have asked them to update my statement however they refuse. I am seeking assistance as their practices are misleading and are impacting my wellbeing making me thing I will be without a home. Please assist me in getting them to fix their statements at this point I do not know if I have been approved for a forbearance due to I have been financially impacted by Corona Virus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 issues with XXXX loan company ( myloancare ). # 1 The mortgage loan was transferred from XXXX XXXX XXXX in XXXX ( i think ). When XXXX acquired or purchased the mortgage, they made a mistake on the house number which is XXXX, and they have it as XXXX, which is incorrect! I have been trying since XX/XX/2020 to have this corrected. I sent them an email after reaching someone on the phone there named XXXX who told me how to email and send documentation of the correct house number. So I sent a copy of a tax bill with an email explanation to the email address she gave me. NOTHING has happened! I have also gone through their website after creating an account and asked for action on this problem last week and this week, but I get no call-backs. Only a recorded phone call asking me to call, and then a message about COVID-19 and problems with making mortgage payments and how to apply for help. # 2 A property management company is paying the mortgage as they are handling the rental since I am in CT and my house ( which I want to move into in a month ) is in CA. I am also trying to get XXXX loan company to contact XXXX XXXX because they mailed the last mortgage payment with the ticket on XX/XX/2020 and it has not been received. I have given permission for XXXX to communicate with XXXX through XXXX on my account. XXXX can not issue a new check without talking to each other, and XXXX is not responding. Needless to say I am very frustrated with both issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A