Date Received: 2020-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in follow up to complaint # XXXX that was filed on XX/XX/XXXX. The complaint was processed and closed on XX/XX/XXXX. I received a letter from LOANCARE , LLC stating that they apologize for any inconvenience caused to me for the past 2 months of waiting to hear from someone and working to get the issue resolved ... the letter gave me 4 options to choose from as to how I would like to resolve the issue. I was instructed to contact XXXX XXXX ... well that is easier said than done. I called her on several occasions and left several voicemails ... all were ignored. I called yet again and finally made contact with her, i informed her which of the options I was selecting to address the issue, and also asked that I receive confirmation from the company that they fully understand which option I have selected. I was given the following email address : " XXXX '' so that I could send my information there, which I did on XX/XX/XXXX @ XXXX PT. As of yet, I have not received any confirmation whatsoever. It is truly pathetic that this company treat customers this way. I am once again, now forced to file a complaint just to get a very simple response to what should have been an easily fixable issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91737
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First, thank you your time with this issue. In XXXX of this year our mortgage company, MyLoanCare falsely overcharged us on taxes by {$3600.00} on our county taxes so our account was showing that our escrow wasn't enough. Our actual taxes are {$860.00}, not {$4500.00} for the first half of the year, plus an additional {$4500.00} for the 2nd half totalling in {$9000.00}, which is a very large difference compared to what our actual county taxes are. We caught this and reported it to the company over the phone in late XXXX, and in writing on XXXX, XXXX, XXXX, and XXXX. We have attempted multiple calls on recorded lines as well with their company on XXXX, XXXX, XXXX,XXXX, XXXX. They are now trying to charge us {$2700.00} for our mortgage payment that normally should average around {$1500.00}. They also have not provided any confirmation of any refund of what they falsely charged us
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to a loss of income from Covid-19, I applied for forbearance with my mortgage company, XXXX. I applied on their website on XX/XX/XXXX and received no response. I followed up with a query to the company 's website on XX/XX/XXXX and received no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have a home mortgage that is serviced by Loancare. Our mortgage payments are automatically drafted, so we are up to date and our loan is in good standing. The problem is, for the past month, we have been trying to make a large principal payment to our account. I have not received a statement ( which includes the payment stub for additional principal payments ) from Loancare since XXXX ( almost 2 months ). I tried paying on their website, but their server has been unavailable for over a month. Every link associated with www.myloancare.com comes up as " server unavailable. '' I've tried accessing the website on different devices, different browsers, and different times of day in case it was due to high web traffic. Always the same results : " Server unavailable. '' I've tried reaching them via phone with the same results. I'm sent in circles by the automated phone system, kept on hold for 6 hours or more, then the line disconnects. I believe Loancare has an obligation ( both legal and ethical ) to be available to their borrowers. I'm glad I have auto-draft on my regular payments, but I have the right ( and should have the ability ) to make additional payments on my mortgage any time I choose. I can't imagine how infuriating this must be for people who are behind on their loans and Loancare is making it impossible for them to pay. The company seems to have abandoned all pretense of customer service, or even providing reasonable means for borrowers to make payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently requested a second mortage on my home. In preparing the documents, it was discoverd that when I refinanced my mortage with XXXX XXXX XXXX from LOANCARE two years ago, LOANCARE has not filed the Deed of Reconveyance. My CU has advised they are in violation of compliance ; we have documentation showing the request made seven times in the past three weeks, as well as twice from the original refinaced done 2yrs ago. LOANCARE had not responded to emails or phone requests to get this Deed of Reconveyance recorded. I am concerned as this will be a problem if I should try to sell or refinance my house. We tried several times to take care of. My account number with them was XXXX Your loan with them got paid off by wired funds from XXXX on XX/XX/2018. thank you. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I walked into the Loancare office, paid my XX/XX/2020 mortgage payment with a money order and got a receipt. Not only did they falsely accuse me of not paying my XXXX mortgage payment but they applied it to the wrong account! I have three accounts with them, and I told the woman at the front desk that I wanted the payment to go to my main account. The receipt she gave me states that it was applied to the account number on my billing statement yet a supervisor told me it was my fault that it was applied to the wrong account! They have charged me FIVE late fees! They are charging me late fees for not paying a late fee for XXXX ( which was their fault ) and for XXXX which was my fault. I have not missed ANY mortgage payments, and these late fees total {$690.00}! My late fees are normally {$130.00}. XXXX hasnt even arrived yet and they have already charged me a late fee!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85210
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It was not until late XX/XX/XXXX we learned that our bill we has received from XXXX XXXX for XX/XX/XXXX should be sent to Loancare. However our payment sent EXACTLY 1 month later ( XX/XX/XXXX ) Loancare got. At Loancare 's request we went to XXXX bank and got them a statement with XXXX 's name on it telling them that XXXX XXXX had received it. For the last 10 months we have gotten them what ever they asked for and tried to settle it with them. We even went as far to try to talk to their CFO or CEO and to call XXXX XXXX and they automatically sent us back to Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34769
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried several times to obtain my tax information for my residence so I can complete my taxes from XXXX. I've called several times and the issue is not resolved. This information is legally required to be sent no later than XX/XX/XXXX. This is for Loan number XXXX from Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63303
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a COVID -related forbearance and it was granted online. I am now receiving threatening letters saying that " your mortgage is now two months past due, and we have not received a satisfactory response to our previous request for payment or communication regarding the above listed loan. '' They say to call them and no one answers the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have issues with wrong info on our mortgage account and CAN NOT resolve them because all the phone numbers and extentions they provide no PERSON answers, the recordings do not pertain to our issue, they have reported us to the credit bureau 's 1 ) due to the virus I told them I couldn't pay XXXX because we were supporting 9 humans with us but not only that there was a moritorium made by our Governor on XX/XX/2020 that a late payment could not be reported 2 ) even without the moratorium they did not wait the 30 days. They also report in their letters that XXXX was missed but I have proof it was. They are charging us late fees when with a 15 day grace period NONE were late. When we purchased the house we paid it the XXXX every month. They then increased it and being on a fixed income I had to make up the {$120.00} with ss check but it was never sent after the 15 days. They in again a letter said they DON'T apply the XXXX to the mortgage payment. Well if it's my account and it isn't late why not? I have been receiving robo calls daily and voicemails daily with NO valid # number to call. If I answers the call it just tells me to call a number that I can't reach anyone at. I have letters I have written, the last was certified receipt requested and they received it and I got back a letter telling me to call someone, different # but and extension. Well guess what we called repeatedly and again recordings that person and extension " not available '' and NO RETURN CALLS TO OUR VOICEMAILS ASKING THEM TO CALLS us back. I have been told that XXXX XXXX has received numerous calls with the same complaint I have. Is there anyway this Sham can come to a close? Is there anyway I can get my credit restored because of their false reporting or can they be sued?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A