Date Received: 2019-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, I purchased a vacant home insurance policy from XXXX. I paid the first premium of {$560.00}. The vacant home insurance was necessary as my existing policy was due to expire XX/XX/2019 and the sale of the home was not closing until after that date ( between the XXXX and XXXX of XXXX ). Unbeknownst to me, unrequested by me, and undesired by me, XXXX/Loancare on XX/XX/2019 inexplicably sent a payment of {$2600.00} constituting the entire year 's worth of premium to XXXX. This overdrew my escrow account by a significant amount. I found out about it on XX/XX/XXXX. I assumed XXXX had made the withdrawal. I contacted them XX/XX/2019 and they assured me they had not requested that payment and that they would return it and it should be redeposited in my account. As it is impossible to reach anyone at XXXX by phone, I sent two emails to them asking about the payment. I never received any response from them. It is now XX/XX/XXXX. My loan is due to close TOMORROW and XXXX is still showing an overdrawn escrow balance and is asking me to pay it off and then increase my mortgage payment going forward. It should not take an entire month to correct this problem. Also, the Loancare/XXXX website looks like it was built by a 3rd grader learning to code. I can't wait to pay off this loan and I hope to never have to do business with these morons again.
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: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare stole money from me under the guise of forced lender placed insurance. They are now refusing to let me out of escrows therefore requiring me to pay into an escrow for an insurance policy I have already paid for. They took money from me over the course of an entire year, then failed to renew my policy THEN they continued taking money from me despite the fact that the absolutely KNEW I had already purchased a policy in full. They do things to confuse and slow the process like make it impossible to get a human being on the phone. They do EVERY SINGLE THING by email but then when they were trying to contact me about their screw-up with my insurance, they sent me PAPER LETTERS VIA SNAIL MAIL. So when it has to do with me paying them, they want email and everything to be smooth. But the one time that it has to do with them telling me they screwed up, they send paper letters via regular U.S. mail. Their staff was obviously trained to try to confuse me and thank God i kept asking questions because I wound up getting three different stories for what happened. LOAN CARE ESCROWS ARE A SCAM AND THEY ARE STEALING FROM ME. THEY TOOK MY MONEY FOR INSURANCE AND THEN DIDN'T RENEW THE INSURANCE. THEN WHEN I WENT AND BOUGHT MY OWN INSURANCE POLICY THEY TOTALLY SCREWED ME AND KEPT TAKING EXTRA MONEY OUT OF MY ACCOUNT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My loan was being serviced by XXXX during the year of XXXX. For the 3rd and 4th quarter XXXX they reported 30 day late payments due to a misapplied payment by the processor. Although they were notified they did not make the correction on my report. In previous phone calls they had stated that a late charge had carried forward but they had also told me that late charges should not be reported negative. I received a notification of transfer XX/XX/XXXX to Loancare/XXXX. Prior to this transfer I had made XXXX aware of misapplied payments again in XXXX and received a letter of investigation from them. I also sent them information via email showing this misapplied payment. When I went to originate a new loan with XXXX XXXX XXXX XXXX-XXXX XXXX it was determined that XXXX had not made changes to my credit, Loancare had begun reporting me negative as well, and that payments had been misapplied by both lenders. XXXX late payments- reported late payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX & 30 day late payments reported. LoanCare- late payments reported XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX They have greatly impacted my credit and ability to be approved for a mortgage loan based on their egregious posting of my loan payments that have never been late. They have impacted my credit standing and caused me to spend time, effort and money to pursue resolution. XXXX has not been responsive and I have had to contact them almost on a daily basis. Loan care reported me late for periods during which they did not service the loan. I have all cancelled checks to support on time payments and negate their erroneous reporting of late payments to my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32953
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have attempted to contact this company via e-mail and phone calls. Each attempt has resulted in an unsuccessful resolution. I have received another notice stating that my taxes are due. The amount of taxes due are a lot less than anticipated. I have sent an updated tax bill, but they have not updated their information. This is unfortunately the only way I can get any resolution from this company. I have attached a copy of the taxes due and am requesting this bill be paid. I would also like my escrow amount billed monthly to be readjusted to reflect the actual tax bill. It is significantly less.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: **This is a continuation of CFPB complaint XXXX that was not completely resolved** The Escrow account on LoanCare mortgage XXXX is not accurate. The annual taxes are {$1800.00}. During XXXX LoanCare made County Tax Distributions on XX/XX/XXXX {$930.00} AND XX/XX/XXXX {$1800.00}, which has caused an escrow shortage due to this over distribution. I talked with the XXXX County Tax division and they did not receive a payment of {$930.00} on XX/XX/XXXX. Where is this money? I've left 3 messages for XXXX XXXX at LoanCare Office of the Customer ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) and he has not called back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX/Loan Care Servicing has sent me notice of foreclosure. I have been paying the Loan Care Servicing through my Credit Union account since XX/XX/2019. My original refinance with XXXX (who declared bankruptcy) was purchased by XXXX XXXX XXXX XXXX. My monthly mortgage payments are up to date, I continue to get calls and letters from Loan Care Servicing everyday. I have faxed proof of payment to Loan Care servicing x2, talked to several of their loan care representatives many times. I was assured the problem had been taken care of on XX/XX/2019 when I talked to a supervisor of Loan Care Servicing. They stated that payments had been applied to the principal and that put me owing another payment, this had gone on since XX/XX/XXXX when they took over my loan. This is a list of my payments and dates of my payments to Loan Care Servicing XX/XX/2019 $XXXX paid early for XXXX XX/XX/2019 $XXXX plus $XXXX additional payment on XX/XX/2019 as I received notice of increase in monthly payments. XX/XX/2019 $XXXX as I received notice that I was owing another payment. XX/XX/2019 $XXXX XX/XX/2019 $XXXX early payment for XXXX XX/XX/2019 $XXXX XX/XX/2019 $XXXX included a late payment fee. XX/XX/2019 $XXXX I have proof of all these payments from my CreditUnion account. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99212
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an Annual Escrow Account Disclosure Statement dated XX/XX/2019 that listed our new mortgage payment as {$XXXX}. Originally, since our mortgage began in XX/XX/2019, our mortgage was {$XXXX}. After researching, it was found that the mortgage company had incorrect amounts for our tax amounts/escrow. The mortgage company listed our property taxes at roughly {$XXXX} when the correct amounts are just around {$1100.00}. I called them immediately and asked what I should do. They requested that I email them scans of the information I have. ( Note - They said I would receive confirmation that they received the correct information via email but in the first three times, and then the following two times, that I emailed information they requested, not once have I received a confirmation. Throughout all of my emails, I have never received a confirmation even though they have the correct email for me on file and I double and triple checked the email they wanted me to send the scans to to make sure all was correct. ) So, I emailed them scans of our tax bills THREE times over the course of a few days, with no response. They confirmed that they received the information, only after I took the time to call them again, and that an adjusted bill would be sent in the mail. I then received an updated bill that listed our payment due for XX/XX/2019 as {$XXXX}. After more researching, I found that the mortgage company STILL has the incorrect amounts. I have now emailed a scan off an official Tax Certificate TWICE with no responses again. Per a phone call on XX/XX/2019, I was told that it would be resolved within a week or so. I called the next week on XX/XX/2019 to check on the progress and it was discovered that whoever I talked to on XX/XX/XXXX actually did not forward my information to the tax department and no progress was made. It was confirmed during the XX/XX/XXXX phone call that my information was indeed being sent to the tax department this time and the matter should be resolved within a week or so. I have since called XX/XX/2019 ( Three times on the same day since their phone system kept dropping my call while I was on hold for roughly 30 minutes EACH time ) and XX/XX/2019, and the only information the company will give me is that it has been forwarded to the tax department and that they are looking into it. I check daily to see if the amounts have been corrected and they are still incorrect, which reflects an incorrect mortgage payment amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare LLC purchased my mortgage from XXXX XXXX in early 2019. I make all of my mortgage payments within the grace-period allowed by law but this company is charging me a {$5.00} servicing fee anytime I make my payment on or after the XXXX of the month and if I should happen to make the payment after the XXXX of the month they will charge me an additional {$10.00}. They will waive these fees but only if I agree to let them withdraw funds on a predetermined date every month which I can not do as I can not gaurantee that funds will always be available on the exact same day every month. This was not the policy of the previous lender and this policy is not clearly spelled out in documentation by the company nor is adequate explanation provided as to why this fee is being assessed. This seems like an underhanded attempt to force consumers into a service they do not want and the practice should cease immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55432
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to this company in XXXX, 2019. I usually make my payments by the XXXX. One month when paying my mortgage, I noticed that if payments are not made by the XXXX there is a {$5.00} fee. If paid the XXXX thru the XXXX, the fee is {$10.00}. If paid the XXXX thru the XXXX, it is {$15.00}. I reached out to the company as this was not in my original loan terms. Per the company, this is a late fee. I feel that this a disguised late fee. If it were a processing fee it should be the same amount no matter when it is paid. There is a late fee if paid after the XXXX, which is understandable. I would appreciate your assistance in this matter.
Company Response:
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back in XXXX of 2019 my loan was transferred from XXXX to Loancare. Within 60 days ( XX/XX/2019 ) Loancare did what they called and annual escrow account statement. I am used to these coming at the end of the year so I did some research. The rules allow for this, but if done so, then the date to do this will be each year at the same time since the also increased my payment at that time. Loancare then again on XX/XX/2019 did this again and again increased my payment. I do not think this is acceptable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A