Date Received: 2019-12-26
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am writing to report multiple violations that Loancare is committing against myself and that is affecting me in a huge way. This company is reporting a wrong payment history on my account and some other UNFAIR BUSINESS PRACTICES that I will explain in this complaint. My account information : Loancare account # XXXX, opened XX/XX/XXXX. I must say that I tried to solve this big issue with them. I sent them a dispute letter on XX/XX/XXXX demanding the proper investigation as that the law requires. They didnt have the decency to investigate the account and THEY DIDNT EVEN REMARKED THE ACCOUNT AS DISPUTED. These two are UNFAIR BUSINESS PRACTICES, serious violations under the Fair Credit Reporting Act. They just ignored my request and didnt do anything about it. I also sent them another letter on XX/XX/XXXX, which they did not answer and didnt make the proper investigation. This company is not respecting my rights at all. This account was enrolled in automatic payments. My money was transferred to Loancare each due date. I dont know what happened or if it was an error on their system that they didnt take the payment as the should but I was not even aware of these lates on my report. When the late payments were reported, I NEVER RECEIVED A LATE PAYMENT INSERTION BY MAIL as the law requires. They are being NEGLIGENT and UNFAIR. Loancare is also committing violations to the section ( 609 ) of the Fair Credit Reporting Act by REPORTING FALSE AND ERRONEOUS INFORMATION. This is affecting me mentally and physically. I have a high level of stress. This situation is just overwhelming for me. The violations that I mentioned can go up when I sat down with my lawyers. I have a pending mortgage for {$400000.00} because of this issue. This is not fair. I demand a DELETION LETTER from Loancare as soon as possible so I can provide to my mortgage company and get approved with the interests I want. If they refuse to provide me with the letter through CFPB portal, I will not think twice to take this issue to court so it is decided by a judge. Thanks to whomever reads my complaint. Attached : All documents sent to loancare, whisch they ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issues : These three issues have not been resolved since XX/XX/19. 1. LoanCare has not refunded me {$230.00} that they erroneously took from my account on XX/XX/19. My correct mortgage amount is {$2100.00} and the incorrect mortgage amount that LoanCare is charging me is {$2300.00}. 2. LoanCare is not reflecting my correct mortgage payment to be {$2100.00}. 3. LoanCare has not corrected their erroneous and undocumented property tax estimate of {$10000.00} to the correct and documented estimate amount of {$3200.00} which is causing my monthly mortgage due to appear higher than what it should be. History and attempts for resolution On XX/XX/19 I closed on a new home. XXXX XXXX was my original lender. Shortly after my mortgage was sold to LoanCare. On XX/XX/19 LoanCare officially became my mortgage/loan processor On XX/XX/19 LoanCare incorrectly withdrew {$2300.00} from my checking account. On XX/XX/19 I called LoanCare to report this error and asked for a refund of {$230.00}. My mortgage payment on my statement and closing documents is {$2100.00} and LoanCare erroneously withdrew {$2300.00} On XX/XX/19 I was told by LoanCare ( XXXX - Customer Rep ) that {$2300.00} was taken out due to an increase in the property tax estimate. LoanCare is estimating my property tax at {$10000.00} and has no proof to validate the logic of their estimate. I referred Loan Care to my closing documents and current tax bill and stated my loan is brand new and the property taxes are {$3200.00}. LoanCare stated the best and fastest way to resolve this is to cancel my escrow account. I agreed and submitted a request to cancel the Escrow account and pay the property tax and home insurance on my own. I was told this request would be completed in a 2-5 business days. On XX/XX/19 I called LoanCare and XXXX ( Customer Rep ) told me the request was not complete and I was told the request to cancel the escrow account would be reviewed by XX/XX/19. On XX/XX/19 In attempts to resolve the review to cancel my escrow account in the 2-5 day timeframe I was originally told I spoke with Manager ( XXXX ), she was unable to help and assured my the review would be complete by XXXX and there is nothing more she can do. I asked to speak with someone above her and I waited on hold for a supervisor for 1 hour and then LoanCare hung up on me. On XX/XX/19 I called LoanCare and spoke with customer rep XXXX. He told me my request to cancel the escrow account had been denied because my loan needed to be seasoned for 6 months before it could be cancelled. I then communicated to LoanCare if they can not cancel my escrow account then the erroneous escrow property tax estimate needs to be fixed. XXXX told me he would submit to a supervisor and have the erroneous property tax estimate adjusted from {$10000.00} to {$3200.00}. XXXX submitted the property tax bill and closing documents to support the {$3200.00} property tax estimate to a supervisor and stated the case should be worked in 2-3 business days. I requested to speak to a supervisor and XXXX said he would stay with me on the phone line and connect me with a supervisor. I waited 25 minutes and he hung up on me. On XX/XX/19 I received a letter from LoanCare stating my request to cancel the escrow account is denied because my loan has not been seasoned for 24 months. On XX/XX/19 I called LoanCare and spoke with Manager XXXX. She stated the case is not complete. She stated the escrow estimate would be corrected no later than XX/XX/19. She stated I should receive my refund of {$230.00} on XX/XX/19. I asked her if this is the best that they can do and she told me yes. I informed her these issues have been going on since XX/XX/19 and this is my last attempt to resolve this with a manager and I will be proceeding with filing a complaint through the Consumer Financial Protection Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care is holding insurance claim money in escrow due to my house burning down in XX/XX/XXXX. My loan was through XXXX XXXX, but it was sold to Loan Care after the rebuilding process had started. I submitted all of the required documents for the insurance claim to Loan Care including the Contractor 's bid on XX/XX/XXXX, the approved building plans on XX/XX/XXXX and a copy of the building permit issued by the county on XX/XX/XXXX. Loan Care was supposed to disburse 50 % of the funds that they are holding in escrow to my contractor once they completed a 3rd party inspection proving that the rebuild was at least 50 % complete. That inspection was accepted by Loan Care on XX/XX/XXXX and it was determined that the rebuild was 60 % complete. I called on XX/XX/XXXX and was told by XXXX that the draw for 50 % of the funds was requested. I called again on XX/XX/XXXX to be sure that it was moving through the process and I was told by XXXX that the draw had been canceled because Loan Care never approved the rebuild of the house. It was never at Loan Care 's discretion to approve the rebuild since the construction began when the loan was being serviced by XXXX XXXX. Loan Care is now refusing to disburse funds based on the notion that the didn't approve the rebuild even though the accepted the plans and the contract to rebuild months ago. They also already disbursed funds to pay the architect and the septic engineer. My contractor is going to cease construction unless I get them a disbursement of 50 % of the money in escrow by XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Predatory lender " loancare '' continues to send threatening letters regarding HO6 insurance policy, claiming that the said policy has expired. It has not expired. This is an attempt to sell insurance at inflated cost ; cram and scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77904
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payments are done with the auto payment service provided by MyLoanCare and on XXXX of 2019 the company reversed payments for some months. The payments where made on time and I call the customer service department I'm kept on hold a long time. The person helps me fix the issue and they tell me its good, then I call in a few days later to confirm and the person says again that the problem is still there. I maid double payments to avoid getting my credit score damaged but they still keep sending bad information to the credit reporting agencies. I have all proofs of payment and I had my accountant review the account and we have a file with all the payments. The second problem is the balance showing on their statement does not match my records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently sold to the company LoanCare. Within my original loan agreement, I was entitled to a 15 day grace period before experiencing late fees. This current company, however, has created a " servicing fee '' based on the date of payment. If I pay online before or up to 4 days after the due date, there is no servicing fee. 4-9 days, there is a {$5.00} fee and 10 days or beyond there is a {$10.00} servicing fee. I explained to the customer service representative that this fee structure was not in my original loan agreement. This " servicing fee '' is the equivalent of a late fee, as it is configured based on the date of payment, not a flat rate charge to compensate the company for a service. The 15 day grace period that was in my signed loan agreement is being violated with this fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the Summer of 2019 I was informed that my mortage at XXXX XXXX was sold to XXXX XXXX ( headquartered in Virgina, I believe ) I received a letter from them saying I need to set up an AUTO Pay. I called the phone number listed and spoke to someone who said I need to set up my auto pay eventhough I had an autopay with XXXX for several years. In early XXXX I found out that duplicate withdrawals had been taken, XXXX, XXXX, XXXX. I contacted them ASAP. After waiting LONG periods of time and having my call dropped, and give incomplet information about how to request two payments returned, I spoke with a " supervisor '' on XX/XX/XXXX. Again I was given incorrect information and she said she would call me the next day ... .she ( XXXX XXXX ) did not. She gave me a phone number which she said was her direct line ... I have called several times a day and the number when to a general message center as I did not have her last name. She finally called me on Wednesday and we had a conference call with a representive from XXXX Bill Pay department. She said everhthing was in order and she would update me later that day ... ..she did not. I have tried several times to call her, NOTHING. Becaquse of this I had over draft charges and had to take out a high interest loan to pay my bills which were due. I am going to Refinance as I give their company and service a XXXX XXXX XXXX also promised to send me an overnight check XXXX XXXX also promised me an overnight check in the amount of two payments of {$1100.00} NOTHING
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a official complain against Loan Care Address : XXXX XXXX XXXX XXXX PA XXXX Mortgage # XXXX My mortgage was sold to Loan care the mortgage was transferred from XXXX after they went bankrupt. I still haven't received any letter on time when my mortgage is due letter received 2-3 day before payment is due. Loan Care want me to pay 2 payments in one month out of any reason and refuse to provide answer why need to be payd 2payments. Just for the record I do not have missing payment According to letter from XXXX I receive mortgage payment will be the same no changes to escrow, monthly payment or home insurance will be made from Loan Care all will be the same. Loan Care recalculates my mortgage payment out of any reason. My monthly payment w/XXXX was US $ XXXX.The payment w/Loan Care need to be the same. This company asks me to pay US {$1300.00} monthly no letter is received why. I pay the US {$1200.00} each month to Loan Care and still to pay the same payment every month after mortgage is sold to Loan Care. After I make complain to CFPB they refuse to provide letter and provide clear answer why my payment will be different. I believe that this company breaks the low. After I made complain against LoanCare on CFPB now they send me letter and tell me that my escrow is shortage. For sure they delay to posting payment on time to my account probably they fail to make payment on time to properly taxes and insurance all together. I am writing to bring to your attention a serious issue This company need to provide How much will be my monthly payment, need to provide information about escrow, taxes insuranceI am very disappointment and will report this company to attorney general and will ask other Government agency FHA I will contact to NJ Division of consumer affair, FCCA US Department of housing HUD Federal Reserve My taxes escrow need to be review taxes. I do not want to be consumer on this worst company. This company breaks the law. I can't say enough bad things about my experience. I had a very difficult time with loan care. I need help to get out from Loan Care XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07080
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to LoanCare in XX/XX/2019. I received notice of my new account number and changed that account number with my banks online bill paying service. My bill service somehow inadvertently used the old account number on the first three payments to the loan company for XXXX, XXXX and XXXX of 2019. I contacted LoanCare and submitted documentation of the three payments made. To date, they have credited me for two of them. My payment from XX/XX/2019 is still not properly credited so my account shows that I am a month behind on payments. I have contacted the company nearly every month since to have this rectified. Every customer Service person I have spoken with has said that all the documentation is there and there should be no problem with the payment being properly credited within the next 30 days. Every month, it never happens and I have to call them again. The last time I called in XX/XX/2019, they told me the complaint had been closed/resolved in XXXX and yet the payment is still not credited to me. They reopened the complaint again at that point and said that it should be credited within 5 days. Today is XX/XX/XXXX and it is still not credited to my account and I still am showing 30 days delinquent on my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95204
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare is my mortgage company that my mortgage was transferred on XX/XX/XXXX. My previous company tried to pay school tax and reported the check was sent back to them. Next, they sent this check to my LoanCare since they took over my mortgage. LoanCare never paid school tax on my behave. Now, I am facing collection because they keep delaying the payment. I sent a fax with copy of the tax bill and attached a copy electronically. They told me XX/XX/XXXX will be the date they decide on paying. Today I called and they said the date was moved to XX/XX/XXXX. My township is saying they are starting collection process on me since I didn't pay school tax. I need help please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A