Date Received: 2019-10-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are a attempting a short sale with Loancare. This process has been going on for over 8 months, the past 2 months I have been calling in about 2 times a week to get a status on the short sale approval letter. Every time I call in they tell me to call back next week and we will have a decision. The last 3 weeks I have been calling on every day and speaking to a manager, each manager I speak with says the file has been escalated and we will have a decision in 48 hours. 2 weeks ago the manager said I will receive the short sale approval letter the next week. XXXX the manager Im speaking with now wont give me his last name. XXXX just told me the file has net been reviewed for a short sale. Can someone help Loancare follow short sale guidelines
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a official complain against Loan Care Address : XXXX XXXX XXXX XXXX PA XXXX My loan # XXXX was transferred ( sold ) to Loan Care and the customer service is terrible. The mortgage was transferred from XXXX after they went bankrupt. I still haven't received any papers in the mail from Loan Care on time, No received Welcome letter after mortgage is sold to them. If you need info about mortgage payment escrow and ask to speak whit Manager that will be not happen. I call few times and ask representatives that I prefer to speak whit manager because they never give me answer on my question or problems I have whit Loan Care. All times I call representatives promise that Manager will call me next day. HoweverManger never calls me yet. Probably this company does not have manager. XX/XX/2019 I receive letter starting that I need to pay two payments in one monthWhy According to letter from XXXX I receive mortgage payment will be the same no changes to escrow, monthly payment or home insurance will be made from Loan Care all will be the same. Loan Care recalculates my mortgage payment out of any reason. Refuse to send me letter two weeks before my payment is due. Out of any reason they send letter one or two days before payment is due. For sure they delay to posting payment on time to my account probably they fail to make payment on time to properly taxes and insurance all together. I am writing to bring to your attention a serious issue I believe that Loan Care break the law. I am very disappointment and I will ask Government and FHA to provide me another mortgage company I do not want to be customer on this company any more. I will contact to NJ Division of consumer affair, Attorneys General FCC I do not want to be consumer on this worst company. This company breaks the law. I need help to get out from Loan Care. XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07080
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have two mortgages with XXXX XXXX/loan care, they have misapplied payments to one of the loans causing the other loan to appear as delinquent. After several phone calls, and submitting a dispute they still reported negative information to the credit bureau. This has caused me to be declined credit, and a visit from someone to my home stating foreclosure is pending.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back on XX/XX/XXXX I filed a complaint against this XXXX/Loan Care company because I felt was very unfair I would be penalized to pay an extra {$10.00} for online payment. On XX/XX/XXXX a rep from Loan Care called me, said they would do a one time courtesy refund for the first 2 {$10.00} taken and advice that if I set payment to process as auto draft I would be waived the {$10.00} every month. I was only refunded {$10.00}, never {$20.00}. I did so, setup auto draft, but due to their system take 2 month almost to process, I was forced to call in XXXX because I got a letter stating my first auto draft would be XX/XX/XXXX, I called to let them know I did as told and set it up for XXXX ( ya-ri-ya-ri-ya ... explaining ), spoke with XXXX on XXXX at XXXX XXXX, he apologized and said as ( again ) one time courtesy, seem all they do is first times, he would take the payment over the phone with out fee and confirmed next pymt would be auto drafted ( XX/XX/XXXX w/o fee - which happened ). Now I am getting a statement in which they added that fee that XXXX clearly said would be waived. Once again had to called Loan Care, spoke with XXXX today XXXX at XXXX XXXX, he read out the notes. He confirmed the XX/XX/XXXX conversation, saw notes about refunding my {$20.00}, I told him only got one and also read the XX/XX/XXXX notes which I paid w/o fee bc was waived. Now they want those {$10.00}. Clearly this company can not be trusted, each rep gives you a different story, no management comes to the line or supervisor to speak with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX an overpayment was made to my escrow account with Loancare in excess of {$2000.00}. A check was mailed out as reimbursement, however I did not receive that check and was only made aware of it when I was notified by Loancare that we had not cashed the check. The noticed indicated that I should contact a XXXX XXXX to have the check reissued, however I have never been able to get in touch with her. My mortgage was then sold to XXXX XXXX in XXXX, making it even more difficult for me to contact anyone regarding the overpayment of my escrow with Loancare. This battle has been going on for years. I contact customer service, customer service tells me to email customersupport@myloancare.com with the subject of Attn XXXX XXXX, I get assigned a ticket number, and all communication stops. Over and over and over again. The most recent communication I have from them dates back to XX/XX/XXXX when I initiated another claim. I was assigned a ticket number on XX/XX/XXXX with a promise someone would be reaching out shortly. In XX/XX/XXXX I reached out again stating that I had not been contacted regarding the referenced ticket number. I received a response on XX/XX/XXXX stating they were looking into the matter and have heard nothing since. Today, XX/XX/XXXX, I reached out to LoanCare again and learned that customersupport@myloancare.com was decommissioned 2 months ago. I waited to speak with a supervisor, however none were available to speak with me. I am now at a loss on what to do to recover my money and need any assistance I can get.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a fire at my property. On XX/XX/XXXX I contacted the servicer of my second mortgage ( LoanCare ) because their name was on the insurance checks that I received from the insurance company that totaled {$71000.00}. I was told by the Representative that I should send the endorsed checks to their office with a return envelope and they would endorse the checks within 2 business days and return them to me so I could forward them to the first mortgage holder ( XXXX XXXX ). On XX/XX/XXXX I followed up with Loan Care and was initially told that they were going to cash the checks and administer the process of releasing the money to the contractor. I reminded them that they had told me on the XXXX that they wouldn't administer the claim because they were the 2nd mortgage holder. The representative then said that she was mistaken and that they won't be administering the money but that they needed the instructions and claim information from the first mortgage holder. I forwarded that information that day and it was signed for by their office on XXXX XXXX called them again in early XXXX and was initially told that they hadn't received the information but after giving them the tracking information they acknowledged that they had it and the checks would be endorsed and returned to me within 5 business days. I contacted them again 10 days later and was told that they cashed the checks and that they would distribute the money directly to the first mortgage servicer but that because of the amount of the checks they needed, but hadn't received, the necessary authorization from their manager which they had requested 9 days earlier. They refused to put me through to a supervisor and instead brought a resolution specialist on to the call who said there was nothing they could do and I had to wait for the authorization. It is now been over 2 months since they received the checks and they still haven't released the money. The contractor has stopped working because he hasn't been paid and the house is not habitable in its present condition. I have continued making the payments but it has been a financial burden.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11795
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX of XXXX I received a tax bill with a one time only " special assessment '' in the amount of {$6200.00}. I informed Loancare LLC about this at that time. In XXXX of XXXX, I received a notice of an " escrow reassessment '' that was significantly higher than what it was previously. I realize that the {$6200.00} needed to be repaid. Loancare did pay this amount for me. Loancare for some reason seemed to feel that the special assessment would continue and they decided that my taxes for this year would be similar to last year. I have made numerous attempts to sort this situation out to no avail. My tax bill for this year is out now in the amount of {$4600.00} They are collecting very excessive amounts in my escrow account that are clearly not needed to pay my taxes or insurance. They have created an extreme financial situation for myself forcing me to be late on my mortgage every month and they have destroyed my credit. I need a re-evaluation of my escrow account that accurately reflects my taxes and insurance. The only reason that I was late on my payments was because they started collecting an additional {$1200.00} a month for my escrow account. Which was not needed. They have also issued late fees and put damaging information on my credit report that does not accurately reflect the situation. In addition, my phone has been flooded with calls from their collections department. This needs to get rectified. I would like for the damaging information on my credit report to be removed. I would like for the late charges to be removed. And I would like for them to reevaluate my escrow account to accurately reflect my tax and homeowner 's insurance payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan started in XX/XX/XXXX with XXXX XXXX then with LoanCare to XXXX XXXX I submitted Loan Modification requests and the loan would be transferred. In the course from XX/XX/XXXX to XX/XX/XXXX my loan has been transferred 2 times. Some of the transfers appear to be without the proper notice prior to transfer. I am attaching all the documents relating to the servicing of my mortgage and am currently awaiting notification from the current servicer of a loan modification from XXXX XXXX XXXX. I have been given no point of contact to call at all from any of the servicers. All was well with payments from XX/XX/XXXX until XX/XX/XXXX as explained in the Hardship letter that they requested. Additionally, we can't seem to get a clear understanding of the loan balance and large charges added onto the mortgage balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96740
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary of my complaint : -Mismanagement of Escrow account -Inability to close escrow account -Impossibility of communicating with escrow department Details of complaint My mortgaging service company is Loancare, also known as XXXX. Customer service will not put me in contact with anyone from escrow. They claim that they don't even know escrow 's phone number. The escrow department has made numerous errors, and I am unable to contact them to resolve them. I'd like to close the escrow account, and have an " open ticket '' with them to do so, and my mortgage is qualified to not require an escrow account, but they keep making errors that cause the escrow balance to go negative, which prevents the escrow account from closing. A timeline and list of errors : XX/XX/XXXX -- I switched homeowners ' insurance companies. I called customer service and told them not to pay the old insurance company. Escrow paid both the old and new insurance companies. XX/XX/XXXX -- I requested to close the escrow account XX/XX/XXXX -- Loancare recalculated escrow payment after making two disbursements for insurance. Consequently, the calculation for my monthly payment is way off. Early XX/XX/XXXX -- was informed that escrow balance was negative, but as soon as the account became positive, the escrow account would be closed Early XX/XX/XXXX -- made monthly mortgage payment which brought the escrow account above XXXX Mid XX/XX/XXXX -- made follow-up inquiry with customer service regarding the closing of escrow account. I was assured that it was all set to be closed and I'd be hearing from escrow shortly. XX/XX/XXXX -- was informed that a disbursement was made for my second half property taxes, which aren't due until XX/XX/XXXX. This sent the escrow account into the negative. XX/XX/XXXX -- talked to customer service asking them to stop payment on tax check and close escrow account. They would not do either. I was informed that my case was escalated and that I would hear from escrow shortly. XX/XX/XXXX -- received letter dated XX/XX/XXXX that they could not close my escrow account due to it having a negative balance. This demonstrated that the escrow department has time to make payments a month and a half early and send me letters telling me about how my account balance subsequently becomes negative, but they don't have time to call me to discuss these issues. XX/XX/XXXX -- talked to customer service again. Was told that the case was not escalated on XX/XX/XXXX. Was told that case would be escalated and I should expect to hear from escrow any day now. I obviously don't believe them, because nothing they have said would happen has actually happened. XXXX XXXXreceived letter dated XX/XX/XXXX that my escrow account would be closed on XX/XX/XXXX. This letter was superseded by the letter received on XX/XX/XXXX dated XX/XX/XXXX. Late XXXX -- made escrow-only payment to bring balance to {$0.00} Re-submitted Request to close escrow account Early XXXX -- received letter dated XX/XX/XXXX that my account would be closed on XX/XX/XXXX. XX/XX/XXXX -- logged into online account and saw that escrow account was still active and a new annual escrow analysis had been done on XX/XX/XXXX. I talked to customer service who said my account couldn't be closed because the balance was negative. This is not true. The balance is positive {$620.00} according to escrow analysis document. I want to speak to someone in the escrow department who can tell me what needs to be done to close my escrow account. I then expect that the account will be closed and that I will be issued a check for the remaining balance. I want direct communication with the escrow department every step of the way so that I am assured that this is happening. This is not a very difficult request. It only requires that the company treat me with a minimum amount of dignity. I have made all of my payments on time. I am a customer in good standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55447
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In or around the last week of XXXX. I was informed that my mortgage had been transferred to a different servicer, LoanCare LLC. I was not informed at that time that my monthly mortgage payment autodraft would transfer to the new servicer. I attempted to log in to the new servicer portal on or around XXXX XXXX, but the loan information was not available at that time for customers being transferred from my old servicer. Because the payment was due, I called and made a phone payment through their automated system that same day to ensure I would not be late with my payment. On XXXX XXXX, the autodraft came out of the account, resulting in a double payment. I called LoanCare on or around XXXX XXXX to request the additional payment be refunded, and I was told that the funds would return to my account on or around XXXX XXXX. The refund never appeared. I called XXXX XXXX at XXXX to follow up and was told the customer service representative on the first call had failed to inform me that I would need to submit proof of payment in order to have the refund processed. The CSR asked if I would like to begin that process. I declined, since the mortgage is now prepaid through XXXX, and it's too late in the month to have any cashflow benefit at this point. LoanCare 's communication at the servicing handoff and at their customer service line has been abysmal. If I hadn't transferred money from my emergency fund to cover the potential double payment scenario, I would have overdrafted. In the short term, this has caused significant cashflow headaches for my household.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78045
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A