Date Received: 2019-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im trying to fix tax property value. XXXX XXXX did Escrow analysis based on 2 Tax Parcel Id instead one. Because that I have a shortage of aprox {$1000.00} ... I did a request and they did not answer ... I called and they said it will not make too much difference and then I should live with that. I told them I dont want, I want my escrow reviewed and then they said the tax bill department is on pto till XX/XX/2020 ... .but they are requesting the shortage amount on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Original- complaint XXXX Received an email stating this case number was closed due to being resolved. After, I received this email- I finally got an email from Loan Care. In their email dated XXXX XXXX stated they were looking into the Ex-Wife still being on the loan. They requested to have proof of Insurance as well as proof of payment made. Your email dated on XXXX XXXX stated the company had resolved the issues. I feel this has not been resolved and I'm at more of a loss. On XXXX XXXX XXXX I received an email from my attorney 's assistant claiming my case was going to be handled by another attorney and that I was to be in court the following morning. I knew nothing of this date. After, several emails my attorney replied that she was able to get a continuance in place which is tomorrow up in XXXX WA- concerning my Bankruptcy that I filed to protect my house in hopes the issues with Loan Care would be resolved. At this point- the money that I gave in XXXX of XXXX has not been fully reconciled. The Company had several charges for fees that were duplicated and I feel they used the extra fees that were to be used to pay my payments in advanced in fees that did not belong- just to use up the extra money. Also, there was a payment for XX/XX/XXXX that was never applied to my account- in which the loan care stated I missed the payment. Also- in XXXX XXXX I made a payment to the Trustee I would like to have an accounting of that money- the statements do not reflect that they received nor applied to my loan. Lastly- I still have not received the pay off amount - so that I could secure financing with another bank if needed. I have noticed at some point I was indeed granted a modification of the loan and my interest went down. I however, do not show that I was ever given the confirmation that indeed this was in place. I still would like to have my house- I would like to have my ex wife off my house, and have the extra money that I did in fact wired directly in- be accounted for- applied and be able to continue living in my home. I would also like to have the accounting of were the money was applied and to prove they did not use the extra money in fees that were made up. I can be reached directly at XXXX XXXX XXXX XXXX. I also received a facebook message from my Attorney XXXX XXXX claiming that my friend XXXX XXXX had turned her in for not handling my case properly. My attorney is stating that she is going to withdrawal from my case and not protect my interest. My friend did send XXXX XXXX and email asking her of this claim and to provide documentation and has not heard back. I feel that my attorney is using an excuse- as I have now ask to her to provide the documentation to the courts that I did indeed paid my attorney fees as well. Her receipt that she gave me was a signed business card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99403
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX at XXXX XXXX I signed to sell my house. The buyers signed at XXXX. The money was then immediately wired to LoanCare/XXXX for payment. I checked my mortgage account Friday, no change. I checked it Monday the XXXX, no change. On Monday, I got my share of the proceeds wired to MY bank account so I knew they had been sent. I checked it Tuesday the XXXX ( FOUR days after they were wired the funds ), no change. On Tuesday LoanCare called to tell me my payment was late, I had failed to pay, and I now had a late fee. I said, no, this has been paid off. Apparently the payoff department and the payment department don't communicate. I called the title company to assure the money had gone out and it had. The payoff department at Loancare said " oh we see a payment pending but we don't process payments on Friday or on the weekend so it probably won't be in the system until 48 more hours from now and at that point we will determine if it was timely and in the right amount and if we will change your account to remove the late fee and late payment. '' Are you kidding me? That is ridiculous. This company should not even be allowed to be in business. They are the worst company I have ever communicated with. Their website interface is awful. Every time I log in I had to RE-sign up to get estatements. It looks like something leftover from 1996. And apparently many other people have issues with them so I'm not sure why they are even allowed to operate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99352
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage on XX/XX/2019. The company said they issued a check on XX/XX/2019. I have called repeatedly to no avail. They said if I want a new check i would have to wait an additional 30 days. According to their website this is not a one time occurrence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing of my mortgage note was recently transferred to LoanCare. Why, as a consumer, do I not have a say in the company servicing my mortgage? I have had several mortgages in my lifetime and all of them have been consistent with one another until now. I had no say in the matter and as of now, have no choice but to accept LoanCare as my current mortgage servicer. The problem I have is that I have become accustomed to the grace period of 16 days. Monthly mortgage payment is due on the XXXX of the month and considered late if payment not received by the XXXX of that month. Now that I am stuck with loancare, and have no choice, I am being charged to make a payment unless I apply for auto withdrawal out of my account or make an online payment by the XXXX of each month. How is this possible? I have been paying my mortgage on time by the XXXX for years. All of a sudden out of nowhere, the servicing rights of my mortgage change and now I have to pay a fee in order to make a payment? This is absurd. How is it not law that servicers can not charge a fee unless payment is received after the XXXX of the month? It should be the same across the board. I don't want to work with loancare. I want a new mortgage servicer. How do I make this change? Please advise as I refuse to pay a fee if I want to make a mortgage payment on the XXXX of each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53151
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have submitted more than5 applications with have all been denied. When talking to my loan company the stated that my 2 nd application placed with them was denied because working for XXXXXXXX XXXX and XXXX XXXX was not income. So I spent months finding two different jobs and I reapplied. Since then I have been lied to, denied again and have been told that now since I make {$4500.00} a month I still don't make enough. I made less money when I got the home and have been calling the loan company every day they still haven't told me why I'm denied even though they said they cancelled the for sale on my home and I was approved. Now I'm denied for not enough income and no one will talk to me what do I do now I call everyday please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been transferred a few times until landing with LoanCare/XXXX. Upon getting the mortgage the mortgage was due the first of each month with a 15 day grace period and then a late fee would be applied after the grace period. At first LoanCare was fine and then after a few moths they started charging me {$10.00} to make the payment online. That is {$120.00} a year extra they are charging me. I am on XXXX and a fixed income and this is a lot to me. When speaking with them they said its not a late fee but an administrative charge. I am being charged to pay my bill? I have NEVER had a mortgage company charge me to make a payment to them. This must be illegal. I went online and saw others too were experiencing the same issue as myself. I am extremely frustrated and feel like I am being taken advantage of. This company has worked around a way to charge people money each month to pay extra even if it is before the mortgage is considered late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2019-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company that I am speaking about is XXXX XXXX XXXX XXXX also known as Loancare the issue that Im having is they charge me every time I make a payment up to {$12.00} extra the only way for you not to get charged is to mail your payment in and have it in by the XXXX of every month. Everybody has a grace period to the XXXX of every month. Ive never had this trouble in the 13 years Ive had this home Ive always paid by phone or online at no charge every month this is costing me {$12.00} I cant make the payment by the first because of the way I get paid and I use the Grace period And Im never Late I find this totally unfair if you pay by the XXXX youre charged {$10.00} if it goes past the XXXX they charge {$12.00} even if you call it in by the XXXX or the XXXX you have to mail it in and they have to receive it by the XXXX in order for you not to be charged this is not fair at all please advise they are taking my money every month. They took over my mortgage from XXXX and I dont like when they switch mortgages without my permission they do it that they notify me but I refuse to pay the extra {$12.00} a month please advise
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06118
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my existing mortgage from XXXX XXXX XXXX, serviced by LoanCare, to another company, XXXX. In this process, I have a remaining balance in my escrow account of {$800.00} that has not yet been returned. The loan funded on XX/XX/19. I obtained the loan payoff agreement from LoanCare which explicitly states " A refund of any remaining money will be sent to your address of record within 10 business days '' ; however, this time has since passed. Upon calling LoanCare, the representative advised the policy is 20 business days and that this is according to their policy despite what was sent to me as the loan payoff agreement. She then placed me on hold and returned to the line before advising the policy is actually 15 calendar days. I explained once more that a written agreement can not be verbally modified after the fact and also noted that even 15 days have passed since this period. She then transferred me to XXXXXXXX ' in the escalation team who then reverted back to the 20 business days and when asked why it takes so long to return my money considering they received a wire from the title, he could not answer. Further, when advised of the written agreement from the loan payoff, he could not answer their either. When asked when they intend to send the money, they stated it would be the XX/XX/19 at the earliest. This is contrary to their documented time frame and unjustly holds onto money they are not entitled to and unjustly enriches them with them opportunity to earn interest on funds they are delaying in returning to the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2019-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about LoanCare loan servicing. The mortgage holder, my mom, passed away in XXXX of 2018. I am the owner of the house through a beneficiary deed process. The mortgage servicing changed from XXXX to to XXXX to LoanCare. LoanCare, wont discuss the mortgage with me to make payments. I have made all payments as required on time. When I make bill pay payments, they apply extra money to the following month 's payment, and not towards principal balance reduction ; therefore, charging more interest on the mortgage. I am required to call in to make a payment in order to make a principal reduction, and when I call in to make a payment with principal reduction, they want to charge a {$15.00} service fee to make a phone payment when the payment is not late. I have no other way to make principal reduction payments without being charged to make the payment. This is unethical servicing, and billing practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A