Date Received: 2019-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXXat XXXX XXXX XXXX, XXXX, GA XXXX. On XX/XX/XXXX my mortgage was Modified and I established Automatic Draft payment arrangements with XXXX XXXX and paid my payments on time every month. The OUTSTANDING PRINCIPAL BALANCE or Interest Bearing Principal balance of {$26000.00} was due to be paid in full on XX/XX/XXXX since the Outstanding Principal Balance on that Loan Statement was only {$78.00}. On XX/XX/XXXX I mailed my mortgage payment of {$480.00} check # XXXX to cover my payment due XX/XX/XXXX. This should pay in full the Interest Bearing Principal Balance of my Modified Mortgage and satisfy my Escrow account. The next mortgage that should be due on XX/XX/XXXX should begin the amortization process for the DEFERRED PRINCIPAL BALANCE of {$110000.00} AND MY PAYMENTS SHOULD CONTINUE as outlined in my HOME AFFORDABLE MODIFICATION AGREEMENT, a copy of which I provided to loan care on XX/XX/XXXX and again on XX/XX/XXXX. LOAN CARE A Service Link Company has been servicing my mortgage since XX/XX/XXXX and assigned me a LOAN # XXXX. I have always paid on time automatically and directly from my checking account until XX/XX/XXXX when they automatically withdrew a significantly larger than the agreed upon amount from my checking account without my permission and without clarification. Effective XX/XX/XXXX with check # XXXX for {$480.00} I started writing my own checks. On XX/XX/XXXX I called Loan Care to inquire why my payment was not posted for XX/XX/XXXX to pay off the OUTSTANDING PRINCIPAL BALANCE/Interest Bearing Principal Balance of my mortgage of {$78.00}. That was when I was told that Loan Care MADE AN ERROR AND PLACED MY PAYMENT IN A " SUSPENSE '' ACCOUNT. I did not receive a bill for my payment due XX/XX/XXXX to begin paying off the DEFERRED BALANCE OF {$110000.00} that appears on my monthly mortgage statement. Since XX/XX/XXXX I have become a victim of ongoing ROBO CALLS from Loan Care Collection Department, I have been the victim of abusive servicing practices and for the past 10 months of calling, writing, continuing to pay my mortgage on time Loan Care has continued to take my payments and place them into as " suspense '' account rather than to apply them properly and correct their error. Loan Care has placed me on a daily automated unattended collection call telling me that my account is delinquent. They have sent an un-marked car to my house on a Sunday with an unidentified note saying that I must pay my mortgage. Loan Care has returned my mortgage payments made XX/XX/XXXX for {$510.00} my check # XXXX for payment due XX/XX/XXXX and also on XX/XX/XXXX they sent to me their check # XXXX for {$510.00} saying it was an amount from their escrow account. I have returned the payment back to Loan Care for {$510.00} by my check # XXXX dated XX/XX/XXXXalong with an additional check for {$510.00} # XXXX dated XX/XX/XXXX to make my payment due XX/XX/XXXX. In addition to continuing to make my monthly payments. Loan Care has reported delinquent debts on my credit report causing terrible effects on my other creditors who have started reducing credit commitments that they have made to me as a result of Loan Care 's derogatory credit reporting. My monthly mortgage statements from Loan Care are all full of errors. When I realized that I am dealing with a situation that is out of my control, I drove up to where the office was for XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, GA XXXX XXXX XXXX to see of someone could help, but the company was no longer there. I reached out to my XXXX County County Commissioner, I called the office of the President of the USA, I sought direction from my fellow mortgage professionals, I sought direction and help from my pastor, and I contacted XXXX XXXX XXXX and XXXX XXXX XXXX I am a SENIOR CITIZEN and have become the victim of abusive servicing practices by Loan Care. In XX/XX/XXXX I contacted a law firm and paid them {$250.00} for them to write a letter to Loan Care in my desperate effort to get my account corrected. Loan Care has not complied to follow the Federal Mortgage Servicing Rules and have not promptly credited my payments to my account for almost 1 year now. Loan Care has VIOLATED THE MORTGAGE DEED AND TRUST. Now that they have returned to me my most recent payment due XX/XX/XXXX I don't know if I am to mail the payment due XX/XX/XXXX and I am afraid to continue to trust that this matter is ever going to get corrected and that they plan to foreclose on my house. In Georgia they don't have a court hearing to foreclose on your home, they can do so after reporting that a person is 3 months delinquent and I am afraid that Loan Care is attempting to take my house. SOMEONE PLEASE HELP so I can stop crying every night!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In the month of XXXX when i check my stament was showing that half of my payment was credited to me from the company i thaw that i had pay extra on my escrow account .after this i send the remaining balance to complete my payment then on the following months consecutively kept sending my payments .after the second month i got a call staying that my mortgage was 60 days late .i explain the person on the phone that had to be a mistake cause i was up to date with my payments .well after they research the account they came to find out that the money that they credited to me belongs to a different account and that i have not make my payment complete .at this point they blaming me for their mistake witch i end up coming up with the payment after all .now i come to find out wile i was trying to refinance that they have my record on the credit bureau as of 30 days late for three months on the road. i dont think this is fair to me and my family we try to take matters as soon as we found out even wasnt are fault.all i want is from them to correct my credit report. thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX two mortgages were transferred/sold ( via company to company ) to Loancare Servicing. As of XXXX the payments amounts have changed 5 times. In XX/XX/XXXX I requested a breakdown to include monies transferred by previous mortgage company. This was received XX/XX/XXXX. Subsequent calls have not resulted in clear explanations regarding increased mortgage amounts. Because I am not confident in the accounting of Loancare on XX/XX/XXXX I requested the cancellation of the escrow acct stating that I would pay insurance and taxes directly. I was told by Loancare that a response would be provided in 5 days. I contacted Loancare two weeks later, was told that the response would take 30 days. I called XXXX was told that there was no decision. I called XXXX was told that the escrow cancellation request was denied due to property being 2 - 4 unit property. I responded by asking why did it take 6 weeks to deny if this is the policy? I would was told that I could re-submit asking for the decision to be reviewed. Bottom line is I do not have confidence in Loancare 's accounting or trust the information I receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare/XXXX is the mortgage servicer for this property. They are incorrectly assessing the county taxes for this mortgage due to their mistake ( they did not send the 1st half 2019 payment to the county ), which has increased my monthly payment by more than $ XXXX/month. They are collecting double the annual taxes {$3700.00} rather than the actual amount of XXXX - I provided them, per their request, with a copy of the county tax statement. I faxed the below letter to them on XXXX/XXXX/2019. I called them on XXXX and they confirmed receipt and said the issue would be resolved by XX/XX/XXXX and they would contact me via email. I called XX/XX/XXXX and they said case was closed with no explanation and the escrow is still incorrectly being assessed. They attempted to transfer me to a supervisor after disconnecting me multiple times. *****Letter text sent on XX/XX/XXXX/XX/XX/XXXX/2019****** Loan number XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX XXXX XXXX ESCROW ANALYSIS REQUIRED Please be advised the tax escrow account is setup incorrectly on this loan and escrow transactions need reconciled. The annual taxes are {$1800.00} for this property. {$930.00} each half. See attached first and second half statements from the XXXX County Treasurer. According to the payment history of this loan, you did a CountyTaxDisb debit on XX/XX/XXXX2019 for {$930.00}, but the county auditor does not show this payment reaching them. You also did a CountyTaxDisb debit on XX/XX/XXXX2019 for {$1800.00}, but the county auditor received a payment of {$1900.00} on XXXX/XXXX/2019, which was the amount due for the full year PLUS penalty and interest. I request that you resolve this matter immediately and contact me that this has been resolved. I tried to resolve this with a customer service agent with your company but they would not take ownership of the issue. XXXX XXXX XXXX XXXX XXXX
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: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing to complain about LoanCare LLC 's potentially illegal practices and horrific customer service regarding me and my husband 's ( XXXX XXXX and XXXX XXXX ) mortgage on our property at XXXX XXXX XXXX, XXXX, VA XXXX. Both of our XXXX and XXXX credit reports ( as of XX/XX/XXXX and XX/XX/XXXX respectively ) have our mortgage account for LoanCare listed as delinquent. There is no such error and all payments were made as scheduled ; LoanCare , LLC received the full payment I made for XXXXXXXX ( which was due on XX/XX/XXXX ) on XX/XX/XXXX ( see explanation below ). My husband and I have attempted to contact LoanCare about this via email numerous times throughout XXXX and XXXX ( case number XXXX ) and never received an email response. We also spoke to the company several times on the phone and were informed that everything was marked as paid and that all was fine. Customer service told us they would be sending a letter confirming this but we never got one. In mid-XXXX, we received a letter from LoanCare , LLC stating that our mortgage was being transferred to XXXX XXXX as of XX/XX/2019. We had automatic deduction payments set up for the first of every month. Our XXXX payment, which was due XX/XX/XXXX, was deducted from our bank account on XXXX XXXXafter the transfer had already occurredbecause XX/XX/XXXX fell on a Sunday and the next day was a holiday. Our LoanCare account did not reflect this payment having been received, probably because LoanCare had already fully transferred the mortgage to XXXX XXXX. Im enclosing a letter from our bank, XXXX, confirming that our full mortgage payment plus an additional {$100.00} to principal ( total of {$3000.00} ) was deducted and sent to LoanCare on XX/XX/XXXX. LoanCare then did send that money to XXXX XXXX, which was credited to our account in early XXXX. Were also enclosing proof of that transaction. The supposed delinquent payment also occurred during the 60 day window when transferring to a new mortgage provider, where LoanCare should have not been legally allowed to report anything as delinquent. Nevertheless, this happened, our credit scores have dropped over 100 points, and all while we have shown them proof of payment over two months ago. Given our pristine credit reports ( never missed one payment on anything ), the fact that LoanCare did deduct this payment as scheduled ( see proof of payment ), and our numerous attempts to contact the company and resolve this issue for the last two months, we would like these derogatory remarks to be removed from our credit reports immediately. We have disputed these payments with the credit bureaus. We have also reached out to LoanCare again as well to attempt to resolve this dispute, but have seen hundreds of complaints from other customers in these exact situations who say that the issue has never been resolved to the detriment of their credit long-term. We are concerned that we are similarly falling victim to this company with very malicious business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: DAMAGE TO CREDIT SCORE DUE TO FALSE REPORTING Loancare is falsely reporting my mortgage account as being delinquent and has damaged my credit score. Further Loancare is reporting the wrong payment obligation of {$2100.00}. The correct monthly obligation should be {$920.00} and not {$2100.00} Even after Loancare acknowledged error on their part - whereby they are collecting tax and insurance into an escrow account - when this mortgage account should NOT have escrow assigned to it. ( See complaint XXXX - for the erroneous escrow account. ) - Loancare has gone on FALSELY to report my mortgage account as delinquent - causing severe damage to my credit score. Loancare fraudulently withdrew taxes and insurance, from my bank account and into an escrow account, which now has over {$5000.00} in unapplied monies. And yet Loancare continues to harass me, send me payment demands which include demands for property taxes and insurance on an account which should NEVER have had any escrow. And now, Loancare is also falsely reporting failure to pay on my credit report and has caused me severe credit score damage yet I have paid and have {$5000.00} in my mortgage account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2019-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX transferred to Loancare. My XXXX grace period terms have not changed. Loancare trying to charge late fee. Sent to Loancare below. Payment/Statement Inquiry, Remove the {$10.00} late fee. See XXXX Transfer Document. Terms of my agreement, due dates, grace period have not changed. I have until the XXXX of every month to make payment. I did not inherit a new agreement with Loancare when transfer took place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, my neighbors left their sprinklers on overnight and ended up flooding our basement. In turn we got an insurance settlement. By law insurance settlement checks require both yours and your mortgage company signature. We sent the check to our mortgage company, Loancare LLC, and they returned the check to us, because we forgot to sign it. We received a new check from the insurance, signed it and sent it to Loancare for their signature. They demanded that we pay for the repairs ourselves and then reimburse us, but we don't have that kind of money. Then they demanded a contractor to do the work, then they would reimburse the contractor in payments. By what we were told, Utah does not require flooring installers have a contractors license, so they don't carry one. The only damage was flooring and a little bit of sheet rock, so our original intention was to do the work ourselves. Hiring a contractor will cost more than what our insurance gave us. We've been trying to get our check for 6 months now, and they are still refusing to give it to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX, XXXX. In XX/XX/XXXX I bought a home in an over-55 development and took out a bridge mortgage until I sold my other home. The original mortgage was with XXXX XXXX, who then sold it to XXXX. I was notified on XX/XX/XXXX. Then, I was notified that LoanCare LLC would begin collecting my payments on XX/XX/XXXX, and thereafter. The sale on my original home closed XXXX XXXX and on that date, I sent a FAX to LoanCare LLC asking them to please send me the amount of the payoff effective XXXX XXXX and my bank would wire the money to them. To this date, I have not received a quote. The most recent email from them, dated XXXX, said : Please note duplicate inquiries may prolong your time for resolution. And lastly, Please allow 3 business days for your payoff quote to be processed. I filed a complaint with the XXXX XXXX XXXX and on XXXX XXXX they forwarded a letter from XXXX XXXX, who says he represents XXXX. He has instructed LoanCare LLC to investigate my concerns. Ive heard nothing to date. Im sure that a substantial amount of interest has built up, which I do not feel I should have to pay considering I have done everything correctly and in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was sold from XXXX To Loan Care LLC in VA. and I made an electronic payment of {$900.00} to Loan Care LLC in XX/XX/XXXX which they can not locate. I have submitted proof of electronic payment from my bank several times. There customer service is terrible. I have send email made many call s through my bank but have not been reimbursed for this amount. This has never happened to me. How could they loose an electronic payment? This is theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21801
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A