Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I sent the following e-mail to XXXXLoan Care customer service :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Afternoon, I am writing in regards to XXXX XXXX XXXX/Loancare, LLC. I submitted a mortgage payment in XXXX, of which was processed and applied to the loan on XX/XX/XXXX. On XX/XX/XXXX, Loancare notated a " bad check reversal '' on our account. Had Loancare completed due diligence on their part, they would without a doubt realize that the issue was " inaccurate Financial Institution Information '', not a " bad check '' being processed. The funds were available in our account the entire month of XXXX. This was not a case of insufficient funds. I am including the e-mail I submitted to the Payment Research Department with Loancare. I ultimately would like to have the " bad check reversal '' removed from our account. I am not concerned regarding the NSF Fee they incorrectly attached to our XXXX mortgage payment. Good Afternoon, A mortgage payment was made to our account on XX/XX/2020. With that being said, the routing number rather than the actual Checking Account number was utilized to make the payment which resulted in the payment being returned. This also resulted in a payment being made on the XXXX of XXXX which causes concern for a late payment to be reported on our credit report. In addition to the incorrect account number being used, we now have a " bad check reversal '' notation on our account. We have had an estimable payment history with XXXX. You will find that upon review of our account history, this will prove this to be factual. We would like to have the " bad check reversal '' to be removed from our account history as this was clearly not a characteristic of " bad check reversal '' yet a result of a aberration. I am attaching screenshots of the dates from XX/XX/2020 to XX/XX/2020 to verify that the mortgage payment was never drafted from our account, therefore this could not possibly result in a " bad check reversal ''. There were no returned check fees thus validating that this is not the case of a " bad check reversal '' Please review account information and notate that the mortgage payment was not drafted as a result of a routing number being used rather than an actual checking account number. I also attached the financial institution information on file with XXXX which will verify that the routing number for XXXX XXXX rather than the checking account number was used in error. This would result in the payment being returned due to invalid account information. Your assistance is greatly appreciated in this matter. Please feel free to reach out by e-mail or phone at the contact information on file with XXXX XXXX XXXX. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Loan care said they paid my escrow payment on XX/XX/2020. I called XXXX and they still do not have the money. The escrow was short XXXX so I paid that right then. I have called LoanCare and always keep getting hung up on after a long hold. They said they sent the check, it was sent to a incorrect address. The amount they sent to XXXX was {$1200.00}. LoanCare also told XXXX they would fax a copy of the check to them which LoanCare has not. XXXX calls LoanCare and is on hold and gets hung up on as well. I have called and called I have asked the 2 companies to work together to get this resolved and nothing. I do not want my rental home owner 's cancelled since LoanCare and XXXX are not playing well. Please see if you can assist. Thank you so much. I will attach the Loan Care note saying it was sent and 2 bills from XXXX and my notes. Please reach out if you have any questions. Thank you. XXXX XXXX House is on XXXX XXXX XXXX. XXXX XXXX OH XXXX. My phone number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In early XXXX, I logged into my Loancare account to check options to help with my mortgage. I was laid off from my job and was seeking assistance. In big letters on the Loancare website, Loancare was offering a forbearance to anyone impacted by COVID19. That was me. I applied to have my mortgage paused while I could figure out the best options. I was approved immediately and was told I would be sent paperwork on the process, but that I do not have to pay my mortgage at this time and for up to 180 days. Perfect, this buys me time to figure out what my options were. Within a few weeks of getting approved for the forbearance, I found it best to refinance my loan and take advantage of the industry low rates that would help me save a lot of money and reapply for a 30 year mortgage. When I called Loancare, they transferred me to a loan officer at XXXX named XXXX who explained he could help me refinance. I can not get over the level of I professionalism I encountered with this guy who was unaware of who I was and actually gave me someone elses information in an email ( it turned out to be my brother who was in their system ). I literally couldnt get over the fact that he was giving me his personal information like date of birth and other account information via email when he got our names mixed up. Despite me telling him several times, that was not me, he persisted. After filling out the XXXX application, he informed me because I was on forbearance, I had to wait 90 days to apply for a refinance. I explained to him that I told him this from the first conversation and he told me there was nothing he could do. I couldnt believe this, so I called Loancare yet again and spoke to someone who took me off forbearance and I caught up my loan for the time it was paused. They said doing this would allow me to refinance with no issue and advised I do so that day, which I did. Paid in full. I then asked to speak to someone about refinancing and they finally called me back and were confused as to why I was sent to XXXX when they didnt handle my initial loan. I told the Loancare loan officer, that Loancare transferred me to XXXX. They were surprised by this. After Loancare Officer reviewed my account, they told me I can not refinance for 90 days because I was recently on forbearance ( with them ). I was shocked to hear this as I was never informed of this when I entered into the program and also got completely caught up. No past due and never a late payment. I asked them where it said this and they told me it just is that way. I asked for a copy of the statement that says anyone who enters into COVID19 forbearance can not refinance and they said its on internal documents and they can not send those to me. I once again told the loan officer that this was never explained and asked if there were any alternatives and they said there were none and I just had to wait the 90 days to reapply and hung up on me. I was blown away by this. I called Loancare again twice and left messages for anyone to call me back. Ive never heard from anyone and continue to receive notices that Im on forbearance and even a notice that says Im two months past due, which I am not. Even if I didnt get my account caught up, which I did, the whole idea of forbearance is a pause in payment. Why am I getting notices stating my account is overdue in one letter and another explaining I am in forbearance and dont have to pay anything at this time in another? I feel like I have been grossly mislead and defrauded by Loancare. They made it very easy to enter into forbearance for the self serving purpose of keeping me tied to the high interest rates and not being able to take advantage of the low rates available now and allowing me to help myself during a very difficult time when I have been adversely impacted by COVID19. I was never made aware of the inability to refinance for a specific timeframe when I entered into this forbearance program and despite paying up my account and never having missed or had a late payment, the company is clearly taking advantage of me. I have called and emailed in an effort to try to seek alternatives and have had none other than for me to pay my loan amount and wait 90 days and miss out on record low refinance rates. This was a complete scam. My credit score is an XXXX as of today. Ive never had an issue like this and despite reaching out to this company about a dozen times to try to resolve this, theyve offered no help and are only trying to make it hard for me at this point. They are going to cause me to enter into financial hardship as a result of not allowing me to refinance and I believe this program that was shoved in my face and made as simple as clicking a button was designed to handcuff me to their high interest rate and they are purposefully making this process difficult. I dont know where else to turn beside reaching out here, to HUD and an attorney to expose and hopefully attempt to recover what has been damaged here and genuinely hope Loancare can do the right thing rather than taking advantage of the current COVID19 pandemic. Between the unreal experiences Ive had so far with this mortgage servicer, Im not sure where else to turn besides these actions. No one at Loancare seems to be listening and those who I spoke to were unprofessional, non-empathetic and very unhelpful. I can not believe the incredible lack of empathy and how disinterested Loancare is with helping me create alternatives other than foreclosure and future damages as a result of their incredible lack of communication and self serving polices that are taking advantage of people during a time when they should be helping to create alternatives outside of foreclosure and financial hardship.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a mortgage with XXXX XXXX XXXX and they granted a 3-month forbearance due to the coronavirus. I received notification that the forbearance was granted, yet I got a message that they sent a bill ( during the forebearance ). Then they sold the mortgage to My Loan Care. I called XXXX XXXX XXXX to ask them to send accurate information and they did not, instead they reported me to XXXX. Then I received notification that My Loan Care had transferred the forbearance, today, I received a letter from My Loan Care saying that I'm two months behind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, our home loan service was sold from XXXX XXXX, operated by XXXX XXXX, XXXX. to LoanCare. We had been enrolled in a loan forbearance program while enrolled with XXXX XXXX due to the coronavirus global pandemic. This was initiated in XX/XX/2020 to expire XX/XX/2020. Upon transfer of our loan to LoanCare on XX/XX/2020, we received a letter dated XX/XX/2020 stating that our home loan was XXXX months past due and was now delinquent. The letter was threatening debt collection, negative credit rating, and the possible loss of our home. There was no consideration or acknowledgement of our enrollment in the forbearance program, even though we had received confirmation of this enrollment through XXXX XXXX, XXXX. and LoanCare. In attempts to contact LoanCare customer service to express the concern regarding this threatening letter, I was told that there was nothing I could do because this was how they are communicating with all of their customers, even those on payment plans. However, this is a government-approved forbearance, so it is extremely unsettling, frustrating, unnerving, and angering to have our home and financial standing threatened in these unprecedented times. We were also told that we would continue to receive phone calls and letters with these continued threats of delinquency until payments resumed. The customer service representative implied that she had received MANY phone calls with this same complaint, but was unable to offer any other solutions. Our hands are tied at this moment and we are stuck with this company that seems to have no regard for their customers. I am also wary of how this company appears to be ignoring our forbearance and I am untrusting of whether or not they will attempt to follow through with their accusations of delinquency. If there was a way to transfer our loan, I would because the way this company is treating their customers is extremely poor practice and does not foster trust in their service, which should be paramount in our loan service provider.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: The company sent letters about delinquent account after approving the loan for forebearance. A letter was sent to us saying that immediate action will be taken if we do't pay the loan that they informed us they had placed in forbearance due to COVID 19
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60561
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX to Loancare Services effective XX/XX/20. I was setup on auto draft with XXXX XXXX but after transfer to loancare, there are no clear guidelines as to what is the process for me. I was waiting for the draft to happen but it did not occur till XX/XX/20 so i went ahead & made a one time payment of my monthly installment. Today on XX/XX/20 i see auto draft as well as the one time payment which i made on XX/XX/20. All these days i have been trying desperately to speak to a customer service rep but it is impossible to get help. Today i called XXXX XXXX for help & spoke with one of their customer service rep XXXX, even she could not get the representative from Loancare Services on the phone for me. I am frustrated with this kind of service, please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried refinancing to lock a lower interest rate starting XX/XX/XXXX, and when I tried closing on the refinance the bank informed me that there is a tax lien on my property because of unpaid taxes. I was never notified of any tax lien by the town nor by my loan servicer prior to this and I have been paying my taxes through escrow account lumped into my monthly mortgage payments to the loan servicer. I called the town tax collector immediately who sent me the tax lien document which I will attach. This was XX/XX/XXXX precisely 4 weeks ago now, and showed the mortgage servicer owed {$18000.00} due by XX/XX/XXXX! They never paid for over 1 year including this 1st Quarters and second quarters taxes that were due XX/XX/XXXX and XX/XX/XXXX. When I called the loan servicer, now 4 weeks ago, they made me file an inquiry which I did with the attached document. They discovered they were paying my taxes to the wrong Parcel number, essentially the wrong property! and the money was being sent back to them as the taxes for that parcel would come back as already paid. They checked with my deed and admitted they had punched in wrong numbers for the parcel for my property. They said they would escalate this. I received only 1 email every week since stating they are processing my inquiry. I had to call literally daily and argue with supervisors and managers to escalate this to highest level and for me to be able to speak with tax department. When I also called to ask for something in writing that states I am not responsible for this and this was in fact their fault which they admitted to, everyone tells me that they can not provide me any documents stating this and they also said they can not connect me to anyone in the tax department. finally on XX/XX/XXXX they showed on my payment history two checks that they cut out of my escrow account amounting to {$16000.00}, as they told me they would separately cut check for {$2000.00} for the late fees and penalty as this also not my responsibility to pay. They reassured me that the town tax collector would receive the checks via mail latest XX/XX/XXXX, but he has yet to receive them as I speak with him daily. on XX/XX/XXXX I filed another inquiry with them regarding the escrow account they depleted as this was my money they used to pay the taxes again! My account was negative {$10000.00} which they credited back but that left my account at XXXX. When I initially had {$5100.00} in my escrow! so they paid the wrong property taxes with my money initially for over 1 year, and then they took the extra {$5000.00} out of my escrow to pay off the tax debt again with my money! They owe me that escrow balance to be back to what it was originally, and to pay the tax lien in full, AND I want them to provide me a document stating that this was in no way my fault and nor was I responsible to pay any of the taxes from the lien owed nor the penalty fees. I wrote an official letter from this website provided by CFPB to mail them officially to see if they will fix these errors but I need help from the CFPB as I am at the mortgage loan servicer 's mercy at this point. The lien is still not able to be uplifted from my property as they Checks have not reached the tax collector yet. I asked for copies of the checks and or a tracking number which they told me they could not provide as they do not do that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07644
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare bought out my mortgage from XXXX XXXX in XX/XX/XXXX without Escrows. Loancare added escrows to my account even though I showed proofed of insurance and paid annual taxes. I have been trying ever since to get the escrows removed as I continue to pay insurance and tax annual out of pocket. They have misapplied my payments for two years. I finally got some resolution in XXXX or XXXX only to have escrows added back two months later. I have called relentlessly speaking with 4 different managers since XX/XX/XXXX trying to get my account fixed. This has now messed up my credit and affected my life. I am always promised follow up and a resolution and never get it. The 4 manager and dates are listed below. They are " not allowed '' to give their last names. XXXX XXXX XX/XX/XXXX - left several messages XXXX ID # XXXX out of Pittsburg XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Spoke with on XX/XX/XXXX, left messages XX/XX/XXXX, XXXX & XX/XX/XXXX. I call customer service requesting call backs due to " high volume '' and never receive a call back. Please help. I can not wait to be able to refinance and get out from under the worst mortgage company I have ever had to deal with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33634
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A