Date Received: 2019-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had multiple issues with LoanCare Mortgage Servicing since the first payment and have tried to resolve and have been met with no response or answers that are either incorrect or unacceptable. The first issue is with my voluntary escrow account to pay taxes and homeowners insurance. I received my first tax bill and the bill indicated there was no escrow account on file. I called LoanCare who indicated they had no record of escrow. I had to send my mortgage closing paperwork to prove I had set up an escrow account for taxes and insurance. I advised the LoanCare rep I was going to pay the taxes and requested my escrow account closed because I lost confidence in their ability to handle. I was told to submit request in writing, which I immediately did. I checked my account a week later and saw the escrow info updated, and a tax distribution amount scheduled to be released on XX/XX/19. The amount was nearly double the amount of my tax bill. I called and spoke with a LoanCare rep, and advised I had already paid the taxes; however, the tax amount scheduled to be disbursed was incorrect, and I had already sent in my request to cancel my voluntary escrow account. I was advised to submit my request to cancel my escrow again. I told the rep I would do so; however, I was very concerned over the amount scheduled to be disbursed to the tax authority since the amount was wrong and the correct amount was also incorrect. I was told to include that info in my request to close my escrow account. Two weeks after my three requests to close my voluntary tax and insurance escrow account and return the funds in the account I received a small check with a notice that an escrow analysis was completed and the check was the excess funds. I again called LoanCare since I did not request an analysis, I requested my money be returned and payment adjusted as I would pay my taxes and insurance outside of my mortgage payment. LoanCare advised me I would need to submit my request in writing, which I would end up doing several more times. Instead of returning my money, they disbursed the money to the tax authority. This created a new problem as I would now have to fight with my local government to get a refund. I am still fighting to have my tax and insurance escrow account closed and the balance of the account returned. Now a new issue due to LoanCare’s incompetence. I set up automatic payments be posted to my account on the 1st of each month and the funds to be debited from my bank account. I was advised to continue making my monthly payment manually until auto payment became active. I checked the date of my first scheduled auto payment and it indicated XX/XX/XXXX. On XX/XX/XXXX I double checked my LoanCare account to ensure a payment had not been made and make my usual payment. As anticipated there was no payment posted for XXXX XXXX and the information listed under “manage auto payments” had the date of auto debit listed as XX/XX/XXXX. I even triple checked and called the auto line which provided the date of my last payment as XX/XX/XXXX and next payment due as XX/XX/XXXX I made my payment on XX/XX/XXXX. I received an alert from my bank that my balance was under $2,000.00. I set up an alert on my bank app to send a text should my balance fall below an amount of my choosing. I immediately checked my bank account to find LoanCare debited over $6200 from my account between XX/XX/XXXX. I immediately called LoanCare to have them return the duplicate payment. They advised me they would not be able to return the funds without the request being put in writing. I sent an email requesting the return of the duplicate payment. I called back and was told I also needed to include proof the funds came out of my back. I immediately sent my bank statement and even highlighted the two debits. I asked how long it would take to have the funds put back in my account. I was told 20 days! Here I am weeks before XXXX and because of LoanCare’s incompetence I have $XXXX (the XXXX loan payment + duplicate tax payment) than I would have in my account. That money is not all disposable income, much of that money was in my account to cover bills. As of right now I have $XXXX in my account with approximately $XXXX scheduled to come out in the next week. Thankfully I will be paid and hopefully be able to cover all the auto payments scheduled; however, this time of year also comes with additional expenses. LoanCare has possibly destroyed my kids XXXX. I attempted to contact my credit union in an effort to expedite the money being returned as I did not authorize two payments for XX/XX/XXXX. I informed LoanCare I would be contacting my bank in an effort to expedite the return of funds and requested a note be put in the system so LoanCare would not fight the disputed charge. I learned this afternoon LoanCare replied to the bank that the funds debited were due and authorized. This is completely false. If you look at my account shows the two payments and the next due date as XX/XX/XXXX. This Mortgage Servicer needs to be held accountable for their actions. They have refused to close my VOLUNTARY escrow account claiming they are allowed to retain my funds due to the amount of equity I currently have in my home (under 20%). That is so far fetched and untrue I don’t know where to begin. I cannot cancel PMI with under 20% equity, but I never asked or even mentioned canceling PMI. I simply want to manage my own money and will pay my taxes and insurances on my own. Additionally, I want the duplicate payment debited from my account returned immediately- not after XXXX and when the payment they are returning would be due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48042
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First of all, we had a loan with another company that sold the loan to LoanCare. They did that on XX/XX/XXXX. They tell me after requesting them to relinquish the escrow that with LoanCare loan # XXXX, you have to have your loan with them for 2 years before they could do that. I think that is their own rules. We have paid for many homes over 29 years of marriage and we have paid our own taxes and insurance on all but of our very first home when we were not as well off as we are now. The reason I wanted them to stop the escrow account is that they were late paying our taxes and we are never late on payment anywhere and we do everything to keep our credit score over 800. I don't need a Loan servicer messing that up. Anyway, I called 2 times this year and both calls were ignored, no call backs, no letters, no explanation and both of those times were put on extended holds. Today, XX/XX/XXXX I called again and was put on hold to talk to a " manager '', waited for 30 minutes. Well now they tell me that they can't just relinquish their requirements to pay out the taxes and insurance. Also, this has to be investigated and researched and I must call back on the 16th for an answer, and they will not call me back about this. Of which, I will have to go through the same 30 minute wait time. I am tired of their " very poor service and runaround. '' What can I do? I don't have written documents, they were sent in on their email contact which I don't get a copy of. Thanks XXXX XXXX XXXX XXXX XXXX XXXX, TN. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I made several attempts to file submit loan modification packet five times. each call that I made they told me my file was closed I was re-submitting loan modification packet XX/XX/XXXX they told me at Loan Care it was not enough time I told them it was sent since XX/XX/XXXX response was it has been denied dates submitted Dates XXXX. XXXX XXXX. I called all those dates to check if they receive the modification packet they stated not received until I XXXX told them I was filing a complain against them and speaking to my attorney on XX/XX/XXXX I called on a three way calling with XXXX XXXX assisted with the phone call advising them about filing a complaint against them double checked email address to submit loan modification to Loan Care @ LC-Mit @ loan Care.net
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93313
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A mortgage in the name of my husband with XXXX XXXX and a mortgage in my name with XXXX were recently transferred to LoanCare LLC. I am writing to request strongly that they be investigated, and severely penalized, for their processes - they have customer financial information but their systems have no capability to handle it. I am extremely concerned that our information can very easily be acquired for fraudulent purposes. When they imported my husband 's mortgage information, they did it incorrectly. Our unit number is missing from our address on their records to this day. I literally spent on the phone with them initially to try to get it corrected. No one there knows who does what and they bounced me around from one person to another. They finally told me to send an email to their customer service address, which my husband did on XX/XX/2019, while signed into his account. We saw an acknowledgement on the screen saying the email had been received. However, no copy was sent to the registered email address on the account. 3 months later, that address has still not been corrected. My mortgage was transferred to them effective XX/XX/XXXX. It is now nearly XXXX and I still am unable to create an account online on their site. They have sent me multiple emails to reset the password, but none of them worked. I asked their customer service representative on the phone for help - it still didn't work. Please, please, this company needs to be shut down. They have no legitimate qualification to be in financial services. They are a bad nightmare to deal with, obviously staffed and managed by blithering XXXX and a huge risk to the people whose financial information they now hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX, the former holder of the mortgage on my home, sold the mortgage to another company effective XXXX, 2019. However, I continued to make payments to XXXX for two months after the transfer was finalized. The payments made to XXXX were in XXXX and XXXX 2019. When I realized the problem in XXXX 2019 I immediately notified my new mortgage company, Loan Care LLC ( also referred to as XXXX ), of the error. LoanCare LLC stated that they had not received any payments from XXXX and demanded that I bring the account current paying the overdue amounts in full. Since I had already made both payments to XXXX, I could not afford to pay the full amount allegedly due ( XXXX and XXXX payments ). Instead, I paid one month to Loan Care and attempted to get XXXX to reimburse me. Eventually, I was successful in getting XXXX to reimburse me for the XXXX payments and was able to pay the second month payment to LoanCare LLC. By then, however, the payment was over 30 days past due. In XXXX, Loan Care reported my mortgage to the credit bureaus as 30 days past due. Your website states that " for 60 days from the date your loan servicing transfers, your new servicer can not charge you a late fee or treat the payment as late if you sent it to your previous servicer on time or within the applicable grace period. '' Loan Care inappropriately reported my XXXX payment as 30 days late despite understanding that I had mistakenly paid XXXX two mortgage payments. The reporting of a late payment is a violation of the rule explained above. Please help me resolve this issue with Loan Care. If I can not get the issue resolved I will have to take it up with my XXXX XXXX XXXX. Please note that Loan Care LLC is located in XXXX XXXX, Virginia. My mortgage statement says that LoanCare LLC is subservicing my loan on behalf of XXXX XXXX XXXX XXXX. and XXXX XXXX XXXX XXXX has the right to service my loan. Customer Service inquiries should be made to following address : Loan Care Attn. Customer Service XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX ( XXXX ) XXXX I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home on XX/XX/2019 in XXXX, Virginia. The mortgage company on the loan was XXXX XXXX. In XX/XX/2019 XXXX XXXX sold the servicing of the loan to LoanCare LLC. The community I live requires an additional real estate property tax referred to as a CDA. This additional tax is paid to the same place as the the usual real estate tax. XXXX XXXX paid the first part of the CDA which was {$790.00} on XX/XX/2019. The remaining {$790.00} due today ( XX/XX/XXXX ) should have been paid by Loancare LLC. Those payments are due on XX/XX/XXXX and XX/XX/XXXX of every year. I called Loancare this morning to ask them if the payment had already been paid. The representative did not know what I was referring to but told me that XXXX should pay it. I called XXXX and the representative there told me that I was the second call he had asking the same question. He informed me that Loancare should pay it since it is included in my mortgage. I called Loancare back and spoke to a representative name XXXX ID # XXXX. He told me that I would have to send him the bill. I asked him if I should send it by fax or email. He said fax but never mentioned it would take 48 hours which seems ridiculous. I faxed the bill and explained to him as well that the bill needed to be paid today. I called Loancare again at XXXX XXXX. to ask if it was paid. the female representative said they had just paid my taxes. I explained to her that this is an additional property tax and should be paid to the same office they paid the other taxes from my escrow account.. she said I would have to email them the bill. i told her I faxed it earlier. She told me that a fax can take up to 48 hours. I told her that the bill had to be paid today and that XXXX didn't tell me a fax could take 48 hours which makes no sense to me. I told her I was going to go ahead and pay it because I didn't want to pay a {$79.00} XXXX late fee. I asked her how long would it take to get my money refunded. She said I would have to send them the information showing it had been paid and the could take 30 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i fell slightly behind the the Mortgage company Loan care started returning my payments and refusing to accept payments to this date Im due XXXX to this date they returned XXXX in payments I asked them how much is due to fix this said said I cant fix it i need to contact an attorney and pay over the amount I owe on my loan to cover attorney fees. I did not contact the attorney, I'll contact HUD or my own attorney I have the money to pay them but they will not accept it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My mortgage loan was paid off to XXXX XXXX Loan Care on XX/XX/XXXX and received by Loancare, and spoke to agent who said since they don't have the manpower to credit it on the XX/XX/XXXX because it was received after XXXX I would be charged interest because they would credit my account on XX/XX/XXXX, and I have an escrow account so am owed a refund for PMI/property taxes/insurance. The loan was paid off on XX/XX/XXXX so the balance is ZERO and Loancare transferred my loan without my knowledge although I had several conversations with them before it was paid off in XX/XX/XXXX to Nationstar XXXX XXXX in XXXX, Texas. Some customer service agent their was very dismissive/passive about my loan. Now it is showing I owe $ XXXX in mortgage loans on my 3-credit reports AND my credit score was dinged 75 points for all credit bureaus when I am in the middle of buying another property and these folks at XXXX XXXX XXXX servicing do not know who transferred the mortgage loan over gave me three unknown names not affiliated with Loancare/Cashcall and reported a balance of {$290000.00} when there is NO BALANCE DUE ON THIS LOAN!!!!!!! I made a mortgage payment to Loancare in the amount of {$1900.00} on XXXX.WHAT IS GOING ON?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90601
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOAN CARE REFUSED TO MODIFY MY LOAN AFTER MY EXTREME HARDSHIP, IVE HAD XXXX XXXX AND SUFFER WITH XXXX I FEEL ABUSED THAT LOAN CARE WILL NOT RESPOND I WORRY EVERY DAY THAT FORECLOSURE COULD BEGIN I MUST SHORT SALE MY HOME AFTER OWNING IT FOR 17 YEARS LOAN CARE COMES UP WITH ALL KINDS OF EXCUSES AND WILL NOT APPROVE MY SHORT SALE; I COULD LOSE THE BUYER WE VE MISSED 4 CLOSING DATES THE BUYER HAD TO PAY EXTRA TO SECURE THE LOCK ON HIS NEW LOAN
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am refinancing my home mrgt, but my company mrgt called Loan Care are holding up my ability to close and save over {$5000.00} in costs ( mortgage tax ) for no apparent reason. They refuse to sent Payoff Bill so We can closed. They just took over the loan only two months ago front XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10703
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A