Date Received: 2019-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/Madam, I made a complaint against loancare regarding the same issue ( XXXX ) They closed my case without resolving my issue. My loan balance is still below 80 % but they do not answer any of my calls or emails regarding the cancellation request, they already charged me for the month of XXXX and they send me the bill for XXXX where they still want me to pay PMI. I got a letter from them after your complaint that letter was signed by XXXX XXXX with extension number XXXX but when I try to call this number during the business hours provided on the letter I got " Invalid Extension '' error. I tried to leave them a voice message but no one ever returned any of my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92104
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: LOANCARE PERSISTS TO BILL ME FOR TAXES AND INSURANCE ON A MORTGAGE THE SERVICER CREATED AN ESCROW FOR IN ERROR I have sent numerous emails and made even more phone calls to LOANCARE A XXXX XXXX COMPANY - to have the escrow attached to my loan REMOVED. This loan never had escrow on it. ( I put down 25 % down-payment and it was structured as a conventional loan whereby I paid only the Principal & Interest. I paid taxes and insurance myself. Last year, Loancare erroneously remitted property tax for this loan to the local tax office. I refunded completely - PAID LOANCARE IN FULL for the remitted taxes almost immediately after the servicer remitted the taxes. Nonetheless, months after making the full payment of the remitted taxes and even after numerous efforts to communicate with LOANCARE, and with them promising to make the adjustment of their error, I continue to be fraudulently be charged Taxes and Insurance and they have persistent to bill me for escrow on a mortgage that I personally and directly pay taxes and insurance to, and which should NOT have escrow attached to it.
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: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing company has scheduled a disbursement from my escrow account to pay real estate taxes which is significantly greater than the amount due. I've tried twice to contact the escrow servicing area to request that the scheduled amount be reduced to the invoiced amount. They have been totally non responsive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2019-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint relates to a transfer of loan servicing from XXXX to XXXX XXXX/LoanCare or whatever their name actually is? The Loan number is XXXX, collateral XXXX XXXX XXXX XXXX XXXX, Ca, XXXX. During the transition negligence was obvious in who, where to make a payment.? I made the same {$560.00} Monthly payments to XXXX and each and every check was cashed. Finally I began making my payments to XXXX XXXX? Then Loan care ( extreme vagueness ), The comedy of errors a misapplications of funds including ( I make all mortgage payments by a third party -proof of service by mail and certified mail ) even with that timely payments are applied in the late on or after the XXXX so they can make profits of penalties.. The instant claim involved the simple fact that that each and every month for the last year and the preceding years I have made all payments for {$560.00} on time to XXXX and now Loan Care, copies of checks sent to show the application of each month to the appropriate check cashed by XXXX, XXXX XXXX and Loan Care and their inability to find proof of all payments made is tatamount to conduct that serves no useful purpose but to harass and annoy. They are debt collectors first and customer service second, unable to resolve conflict that most reasonable people would discern easily.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 I called my mortgage company and asked how can I catch up with my mortgage? After trying to get me to pay some balloon payment for a year I told them I couldn't afford that. Mind you I'm only 2 months behind, then they suggested a loan modification. With no one completely explaining the matter to me and making it sound so simple I agreed. The company has been dragging me along for 3 and a half months. Now we are in foreclosure status and they had a sale date for next month but it was canceled. Everytime I call in which is 2 or 3 times daily I get a different reaction. They need this and they need that so I send it and 2 days later they need something else this has been going on for months now and is still happening until this day. Every representative tells you something different but no one solves the problem. This is the worse experience of my life been in my house 12 years with no issues until now can anyone tell me where this company came from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I went online to pay my monthly mortgage payment which is just principle and interest ( no escrow/impound account ). I was in shock to find the minimum payment amount was $ 4,000.00+. I called customer service and they told me I had an escrow advance for taxes. I told him that I don't have an escrow account. I told him I need to see some sort of statement and receipt but for now I'd like to pay my monthly payment. He processed it over the phone. Then XX/XX/XXXX I went online and was concerned when I saw an escrow advance every month starting in XX/XX/XXXX. In different amounts some the same amounts but they totaled to $ 50,000.00+. At the same time I also noticed that my XX/XX/XXXX payment was not processed as my monthly principle and interest payment. Instead it was called a principle curtailment. I immediately called and told them that the payment transaction was wrong and I was told it was corrected. That following Monday XX/XX/XXXX I went online and it wasn't corrected but reversed in its entirety. They are a bunch cons trying to force me into foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92020
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took a mortgage in XX/XX/XXXX with a bank. In around 2 months they sold my account to Loancare Service Company ( XXXX XXXX XXXX XXXX ), and everything was ok up until my property taxes for XX/XX/XXXX were not paid on time. I called loancare in XX/XX/XXXX, XX/XX/XXXX andXX/XX/XXXX this year,XX/XX/XXXX and all they told me is they will take care of it, they are waiting for the county tax office to send or give them the bill. I pleaded with my lender, loancare to just please pay my property taxes, they did not. In the meantime, the county office were adding late fees and interest and sent my bill to collection agency. I kept calling loancare and sent the letter from the attorneys office about not paying property taxes possibly foreclose on my house. Finally loancare paid the property taxes in XX/XX/XXXX the whole amount including late fees and penalties, now loancare is saying am responsible for paying the late fees and penalties. Loan care is refusing to take responsibility of the late fees and penalties added to my property taxes. I think and believe that am not responsible for paying late fees because I have an escrow account on my mortgage and have been notifying loan care since XX/XX/XXXX to pay for property taxes. My mortgage went form {$1700.00} to $ XXXX/month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76036
Submitted Via: Web
Date Sent: 2019-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like to file a complaint on my mortgage lenders XXXX, now XXXX/LoanCare. In XX/XX/XXXX, I sent a letter ( Using XXXX Internal Messaging System ) that I had changed my insurance company from XXXX XXXX to XXXX and not to pay XXXX XXXX. They paid both! XXXX sent me a refund check and I sent XXXX a check to deposit back to my escrow account. The envelope I sent XXXX had the account number and, in large lettering, deposit to escrow only, and the check which in the memo line also said for deposit to escrow account only. In XX/XX/XXXX I notice that the escrow money had shown up as a payment and not applied to escrow. I contacted them through their messaging system and informed them of the error. Within a couple of weeks, the funds were removed from the normal payment account, but from there the funds have disappeared. I have communicated with XXXX several times asking where the escrow money went to and have never gotten an answer. Now, to complicate things, my loan was transferred to XXXX/LoanCare. They wanted to increase my monthly payment to cover the escrow shortage, I have refused. I have continued to make my normal payments which does include some escrow funds. So, after several unanswered letters to XXXX and LoanCare, I get a letter from LoanCare to pay all the back charges ( all escrow shortages ) or they will start foreclosure process. From what I can tell, LoanCare has not been applying my monthly payments normally and has been putting the funds as Unapplied payments. In doing this they add late charges to my account, and eventually will start reporting the account in arrears to credit bureaus. I finally talked to a loan rep at LoanCare. He agreed to do all 6 items listed below. When I found out this was not being done, I tried to call him back. I have left ~4 messages for him to call me back and he has not. The escalation person he says to call on his voice mail has not returned my calls either. I had a friend of mine ( Real Estate Lawyer ) look at the mortgage statements and he determined that XXXX put the escrow monies as Unapplied balance instead of into the escrow account. We also found that XXXX and LoanCare have been talking late charge funds from this Unapplied balance. This is illegal as those funds should be applied to escrow and ONLY used for taxes and insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that LOANCARE SERVICING CTR has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As of XXXX XXXX 2019, Loan Care had obtained our mortgage loan from XXXX XXXX XXXX. No information was provided to make the online payment or where to make the payment. In XXXX 2019 we received information after several calls to get information. Loan Care provided a web address to make payment online, however their system was not working to process the payment. We called Loan Care more than 5 times to send us information regarding where to make the payment to. Loan Care provided an address which turned out to be the XXXX XXXX processing center when our payment should have gone to the XXXX processing center. They have agreed that it was their mistake however still reported us late. Loan Care did not charge us a late fee for the month of XXXX because it was their mistake. In XXXX they also reported us late however never charged us a late fee. We have had our mortgage for 7 years and never missed one payment. In fact in XXXX we paid 2 months worth or the mortgage because they said they never received our XXXX payment. Later we find out it did in fact come off our principal. I know have 2 late payments in which Loan Care will not provide a way to dispute. I called Loan Care and complained and the rep stated she was in fact filing the dispute while I was on the phone. I waited 4 weeks to call and follow up and they state no dispute was ever filed. This company is horrible and come to find out SEVERAL people are complaining about this same issue. Double billing and reporting late to credit bureaus when in fact no late payments were made at the error on my behalf. I am beyond the point of anger when it comes to Loan Care and their terrible customer service. PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A