Date Received: 2019-11-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received notification that LoanCare placed a missed payment on my XXXX credit report as of XXXX XXXX. I paid my mortgage as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07205
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently received my statement of activity regarding my Escrow Account from LoanCare. There were some interesting transactions so I called the customer service number provided on the statement for assistance. Once again, the customer service is terrible. The representative was unable to answer my questions or refer me to someone who could answer my questions. Based on my experience, this seems to be a trend with LoanCare. Here are my questions : For the month of XXXX, an escrow payment occurred in the amount of {$1200.00} described as FHA monthly transaction. This amount seems greater than a typical monthly amount. I would like to learn the detail and purpose of this transaction. Please provide me the contact information for FHA. For the month of XXXX, there were two escrow payment transactions in the amount of {$41.00} each described as FHA monthly transaction. I'm assuming this was because the XXXX FHA monthly transaction was missed according to the statement. Why was the XXXX monthly payment not submitted timely? For the month of XXXX, there is a transfer balance in the amount of {$230.00}? Where did the transfer balance go? An explanation was not provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98038
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Home Owners Insurance premium payment is due on XX/XX/2019, failing which the insurance coverage will be terminated and I will be out of coverage. The amount for the insurance are escrowed and there is sufficient funds available in my Escrow account to cover for these payments. However, the MyLoancare has not yet made any payments to my insurance company. When I reached out to them today, they tell me that there is a service hold on my account and that my payments are not going to be made on time. The customer service agent couldnt not provide any more information beyond this and they were not sure if the payments were going to be made on time. This is totally unacceptable. Am I supposed to be following up and finding this out the last day myself? What if I never called up to check the status? Would I have never been informed that my escrow payments are on hold? I have opted for E-statements and e-communications. So if they ever notified me of any such delays, I would have instantly received information about it. So far, I have not received any communication about it through email or by postal mail. And most importantly, what is MyLoancare going to do if my Insurance is cancelled? Am I supposed be staying without insurance coverage? Who is going to pay late payment fees or any increase in payments now because the renewal rate expired?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Co paid XXXX in tax to office in my town in which they never recieved. Money was taking on XX/XX/XXXX. I had to pay in order to close on the sale of my house on XX/XX/XXXX. Money was taken from my escrow account that came out of my monthly mortgage payments. The money taken from my escrow has not been refunded. I have called every week 2x per week for 4 months and spoken to numerous managers requesting the refund owed. I had company send me documentation that money was taken from escrow on XX/XX/XXXX but refund was never put back into my escrow and i have documentation from my tax office stating loan care called them 5 times to verify that I paid funds for taxes and that they never received the check that loan care said they supposedly sent. Loan Care put a stop payment on check back in XXXX and still has not refunded the money to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I ran into a financial hardship back in XXXX 2019, at that time reached out the Lender to ask about options to get back on track. They didn't offer any options because I was not 30 days behind. The lender has not called me directly when the loan got behind to discuss options, only robo automated messages and send a loan modification application. Completed the loan modification application XX/XX/XXXX, that is the only thing thing they made available, sent in the paperwork numerous times, they continue to ask for paystubs, but I don't have paystubs because I'm XXXX XXXX. I also signed a XXXX in the package so they have access to pull my transcripts and see that there is no w2 income, only self employment. The lender asked for the same documents over and over, since a few times, called and make sure they go it. I called and emailed numerous times, see attached documentation. Waiting for the loan modification results. They called XX/XX/XXXX, ask for a P & L sent that over ( never received a letter or email on what is needed ) I sent P & L 3 times faxed and emailed. While waiting on the modification status, I made a mortgage payment XX/XX/2019 ( I'm trying to do the right thing with the mortgage just need help ) I only made 1 payment because I didn't know the status of the modification, or whats going on in the loan. I have not received any update on the loan modification application being received, in process nothing. XX/XX/XXXX I get a notice on my credit report monitoring that a foreclosure has been added to my mortgage on XX/XX/XXXX. ( Have not received any letter from Lender stating they are returning mortgage payment or why ) I Called the servicer, they lender sent the mortgage payment back on XX/XX/XXXX and referred the file to Foreclosure. I have not received any collection calls asking for a payment, Even when I have called the servicer/lender they never ask if I can make a payment. I made payment on my, because I didn't know what else to do. I have not received any notice about the modification application being complete. I have not received any Loss Mitt correspondence. Only when I called servicer to ask why its in foreclosure did they get me their attorney to get a re-instatement amount. The Servicer violated the Federal loan Modification guidelines, the loan should NOT have been sent for foreclosure XX/XX/XXXX or XXXX ( not sure of the exact date ) when the modification application was submitted XX/XX/XXXX PLUS I made a payment. They rejected my payment to put me further behind and send me into foreclosure. The Servicer is still requesting ( via email and phone, nothing in a mailed letter ) the same modification documents that I've already sent a few times. I respond to the emails right aways and the Loss Mitt processor never responds to my questions. Yesterday I called an attorney, however I will have to spend {$1500.00} for the attorney to process the loan modification, which I have the money and mortgage payment, however that money can be going towards paying the mortgage. ***Attached is the sent email logs, over all the emails to the servicer ***Attached is the phone log, I answer every call from the servicer and its just a robo auto message ***Attached is the call log of when I have called the Servicer/lender to discuss options ***Attached is the receipt of Mortgage Payment made on XX/XX/2019 they would not accept and sent back but I didn't get notified. ( If I would not have go credit monitor alert, and call the lender, I would be in the dark about everything and my money would be in lala land ) ***Attached is the email from me submitting the additional requested documentation XX/XX/XXXX, and still have not heard anything in writing that it was received etc or the application is in review. **I also printed down the entire copy of everything I sent to the lender and sending it certified mail, AGAIN as double duty which will cost me money. The servicer didn't follow anything listed in the 1024.41 Loss mitigation procedures. Servicer said in their own email, " Once all items have been received, I will be sending you a confirmation email and also provide a brief explanation of what will occur next '' >>>> I Never got any confirmation email, and I emailed the requested documents within 2 hours XX/XX/XXXX TWICE!!!! Loss Mit Process never responds to ANY of my questions in the emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76018
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I had a loan on a property through XXXX. I set it up on auto-pay so I wouldn't have to worry about it. Yesterday I pulled my credit and saw that it was down to a XXXX XXXX score. I have been close to an XXXX beacon forever. I found out that LoanCare bought out my loan at some point this summer and I'm now showing 5 months delinquent. When I called to find out what was going on, they told me they notified my by mail that they now had my mortgage and I needed to pay them. They showed my primary residence as being the same home their loan was on in Oregon State. I live in Washington State and received no call, no mail, nothing. I set up my auto-pay in good faith so I wouldn't have to worry about it and now my credit is affected. They told me to email to try to resolve it, but when I emailed the address they gave me ( customersupport@myloancare.com ) I received an automated email telling me that the email address is no longer monitored. I called again and was told I had to file my issue through my online account. I called again and asked to speak with someone who could resolve it and was told the ONLY way to fix it was to create an account, agree to all the terms and write an email through that portal. The disclosures I had to agree to weren't legible and I had to proceed without understanding what I was agreeing to. I believe they're attempting to collect fees, penalties and additional interest by not making proper attempts to notify customers of the fact that they took over their loan. This mortgage was set up on auto pay so I wouldn't have to worry about making the payments. It's not my primary residence and I'm never there. At no time in the past 5 months was I notified my mail or by phone that LoanCare took over my loan. I'm trying to find their info on the XXXX to file a complaint and I can't find them anywhere. They won't talk to me on the phone. I told them that I just want to pay the total of all payments and I want them to contact the credit bureaus and repair my credit. I've never paid a late payment in my life and having my credit score drop by 150 points because this shady operation didn't do their due diligence to find out where I actually live or call me is ridiculous. I believe they're trying to fraudulently collect unjust penalties, fees and interest by not making valid attempts to contact their new customers to make them aware of the fact that they bought their loan out. Please help. I simply want to pay the total of my payments without fees or penalties and have my credit fixed. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX my loan was sold from XXXX XXXX to XXXX XXXX. This happened right as i reached the level to remove the PMI insurance. XXXX set up the property value at $ XXXX instead of the $ XXXX it was suppose to be. They have continued to charge me the insurance. I have called, emailed, and wrote a letter. None of this has helped. They are stealing {$100.00} a month from me. If you can't help i will have to pay to refinance somewhere else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Care LLC purchased my loan in XX/XX/XXXX, I never received proper payment info, or where to send payment to until XX/XX/XXXX. I had gotten the address for the new loan company and send payment check was cleared XX/XX/XXXX, unfortunately was applied to wrong account. since I have contacted Loan care LLC multiple times to resolve issue, they told me the funds would be transferred to correct account by XX/XX/XXXX. I made regular payment for the month of XXXX check cleared on XX/XX/XXXX. now I 'am receiving threating letters about foreclosure on my home, I have sent them another payment that they will receive electronically on XX/XX/XXXX. I have now made three mortgage payments in the matter of weeks, as well as made phone calls and emails to try and resolve this issue. they have done nothing but apply my money to the wrong account and send me threating letters about foreclosing my home. even after they told me they would apply the money to the correct account, they are charging me late fees. I have never made a late payment on my loan, or been delinquent on my mortgage ever. at this point of my loan I have been forced to over pay to fix their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98391
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MyLoanCare held our mortgage loan since we purchased our home over five years ago. We noticed this weekend our mortgage for the past two months had not been deducting. We contacted MyLoanCare only to be told that XX/XX/2019 ( 2 days before our mortgage was set to auto pay ) they transferred our loan to a company called XXXX without notifying us of any changes. This put us two months PAST DUE. How is it possible that these companies can make these changes with no phone call, no email, nothing? Seems remarkably fishy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: XXXX XXXX XXXX XXXX Creditor : XXXX XXXX XXXX Loan servicer : LoanCare at XXXX. This loan is a 30 year VA Mortgage but the creditor and loan servicer will not report it as such to the credit bureaus. They are reporting this as a mobile home loan. I closed this loan a few months and signed an actual 30 year Note and VA Mortgage at the closing. They are not reporting this properly to the credit bureaus and this is causing a negative impact on how my credit scores are scoring.I have reached out for a resolution twice now with no response. This is not a mobile home loan as my home is classified as real property and I pay taxes as such as well. Please help a veteran have his loan reported properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32327
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A