Date Received: 2019-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX Loan # XXXX Loan SubServicer - LoanCare LoanCare LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX Complaint : LoanCare has put my account in delinquency without informing me. LoanCare is preventing me from getting accurate information about my account. I have missed NO PAYMENTS! LoanCare keeps sending me letters every month that I have missed payments ( which is untrue ). I have Certified Letter Receipts/USPS MoneyOrders Stubs fro every payment showing it was Signed for/received by LoanCare & money orders were cashed. I keep sending them certified letter disputing their claims. Attached copies of their letters. Attachments : LoanCare Default Letters - 6 months LoanCare Confirmation Letter - Illegal increase of loan amount Example of my dispute letter - Qualified Written Request - Not Answered as required by Law Proof Of My XX/XX/XXXX/XX/XX/XXXX Payments. I have proof of all payments made. When I try to access my account on LoanCare website - www.myloancare.com, I am unable to create my account ( error your information does not match records XXXX. I have tried numerous times to call them on phone # XXXX, I have been put on hold each & every time ( 42 minutes/37 minutes/28 minutes/31 minutes ) & very often the call is disconnected! I was finally able to get a call back on XX/XX/XXXX. But the agent declined to give me any information. She asked that I call back & get transferred to the Deliquency Department. She can not help me. ( Agent ID XXXX-Name XXXX - XXXX XXXX XX/XX/XXXX ). I can not find out whats happening to my account & I have been unable to get any information from LoanCare!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was two months behind in mortgage payment. My bank sent two payments toward the payment of my mortgage for {$2000.00} and {$1300.00}. My regularly monthly payment is {$2000.00}. The late fee is {$60.00} and there is a {$15.00} inspection fee. The mortgage company statement do not reflect what happen to the {$1300.00}, however, there is a {$750.00} in an Unapplied Amount account. Loan care has taken more money from the {$750.00} that now the XX/XX/XXXX statement reflects that there is only {$290.00}. I am attached the XXXX Monthly Statement which shows that the two payments were made. XXXX payment was paid in full ( {$2000.00} ), XXXX monthly payment was short and XXXX payment was paid of {$2100.00} - XXXX + XXXX + XXXX ( XXXX ) = {$24.00} overage. I do not know what suspense account did the {$24.00} go into. I don't know because I did not received a monthly state for XXXX and I was denied access to the Loancare website. I made several calls to Loancare to find out what happen to my money and why I know longer could have access to Loancare website. I was transferred to their Bankruptcy department, customer service could not address none of my concerns. I didn't understand why I was transferred to a Bankruptcy department since I haven't filed for bankruptcy since XXXX and my house was not apart of the bankruptcy. I was told by the Bankruptcy department that the {$15.00} fee would be charged to my account on a monthly basis because I file for bankruptcy. I asked them why and I told them that XXXX XXXX XXXX nor XXXX XXXX XXXX charged me {$15.00} per month. XXXX and XXXX inspected my house if my mortgage went more then 3 months past due. And where in my contract it states that they can charge me {$15.00} inspection fee monthly. I was told by the Bankruptcy department that those were the agreement that was made with the investors. And the investors are making this call for me to pay {$15.00} monthly. The Bankruptcy department said that I need to put my complaints in writing. I was given an email address and I wrote my complaints and was given a Ticket # XXXX, on XX/XX/XXXX. I waited for a response until XX/XX/XXXX, and I wrote to the customer care department again and I received a response that this email no longer being monitored. Now I am being told to go to the website that they denied me access to. Please help me ... .thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My lender XXXX filled bankruptcy and The servicing of my loan was transferd on XX/XX/XXXX to Loancare. On XX/XX/XXXX i made a pymt in the amount of XXXX to loan care for my escrow. Loan Care took my pymt and assured me it was going to be credited to my escrow. It was not!! They broke up that pymt and applied it to principal and interest only. Nothing went to lowering my balance in escrow!!!!!! And my escrow is showing a negative of XXXX still and loancare has encumbered a two yr advanced escrow cushion of XXXX on me, raising my pymt toXXXX more a mo!!!! I have spoken to 5 Loancare agents since XX/XX/XXXX and every wk they assure me my tax pymt will be reversed back to my escrow. It has not!! The Loancare agents are dishonest, misleading and deceptive! As a result Loancare has imposed a XXXX dollar increase to my loan pymt creating hardship for me and my family!!! Please Help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/19 we have been trying to get the restricted escrow money in the amount of {$4700.00} released to our contractor. Our house closed in XX/XX/2019 and it was too cold to pour concrete so money was withheld at closing for the contractor to come back in warmer weather and complete the concrete work.The work was completed in XX/XX/2019. This amount is separate of our traditional escrow account. Multiple supervisors have been contacted, multiple " incidents '' have been filed to try and get this money released. As of today XX/XX/19 money is still not paid to our builder and a lien is being threatened on our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been scammed by Loancare LLC. They are not processing my loan payments properly, and applying it to my account. Loancare LLC took over my loan in 2016, and it was never late and perfect. They have manipulated the accounting and then ir leaves the escrow accounts short and then payments are held in suspense without notification to the consumer, leaving me behind on my payments. I was trying to payoff the loan, but I have been given the runaround and I can not get any help from anyone on where to send the money, before they STEAL my home in the foreclosure process. As of today, I had to sell my home, all the signatures are in place, but my lender will not give me a payoff to the escrow officer and it is has ruined my credit and my income, because I lost my rental income, because of this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern, I am appalled by the way LoanCare has treated me as a customer. I am also horrified that LoanCare is responsible for the home I have lived in for going on 20 years. It turns my stomach to think companies like them can buy and sell my mortgage without my approval because I would never have chosen to do business with you. I have explained what went wrong almost a dozen times and I am sure you can get all the records of communication that that I have had so I will give you a brief recap. This is going on 3 weeks now by the way which makes me sick!! 1. Not the main issue but was an issue : Early on since you purchased my loan back in XXXX, I was getting foreclosure letters because the company said that the address on the residence was wrong. When I spoke to someone at LoanCare, they said the city of my residence was wrong. It was listed as XXXX instead of XXXX XXXX. I explained to them that this is common where I live and the the zip codes matched. They said THAT I had to call my insurance and have them send something over. I told them that I don't understand why this was my problem, it had never been a problem with my previous mortgage companies, and why I had to do the leg work. I have had the same insurance company for the last 3 years and it was obviously the fault of LoanCare when you bought my loan. I also told them that this problem didn't stop LoanCare from auto withdrawing my account each month to pay the mortgage. 2. Most recently and the main source of my absolute disgust .... On my most recent escrow account ( XX/XX/19 ), it stated that I had a shortage of {$7200.00}!! Looking closer, I had a disbursement for hazard insurance for {$4500.00} in XXXX which clearly put my escrow in the red. I immediately called LoanCare and the person who I spoke to had no idea what went wrong, I was transferred and talked to another person who didn't know what was going on. I was instructed to call my insurance agent to talk to my insurance company. When I spoke to my insurance they didn't know why LoanCare sent a payment to them because XXXX never sent them an invoice requesting money. Again, for the last 3 weeks, I have went through dialing the unorganized auto phone system, have been put on hold, and have talked to people who make me fearful that LoanCare has my mortgage. They provide no answers, pass me along to other departments, have been disconnected on transfers, and have failed to answer my simply question, " What has to be done to get this back to where it was. '' I even tried the customer service email and after 5 days received a message that their wasn't enough information. I TYPED 3 PARAGRAPHS AND GAVE MY LOAN NUMBER! For someone who had nothing to do with this gigantic blunder, I have sure spent a XXXX of a lot of time trying to fix it. THIS IS NOT MY JOB NOR A PROBLEM I CREATED!!!!!!!! To add insult to injury, I have been lied to at least 6 times from their customer service reps who told me that they would call my insurance company and call me back the next day. I HAVE NEVER RECEIVED ONE CALL BACK. In fact, I am currently waiting to hear back from XXXX from the insurance department who claimed I would be her first call when she go tin this morning ... .I guess she comes in late. I have stated that this needs to be discussed with XXXX and they want ME to call. I have told everyone I spoke to that it is a problem between LoanCare and XXXX and they need to talk to each other and figure it out. XXXX did give me a check for {$3200.00} that I did ( which is XXXX that I had to do the leg work ) that I had to mail certified to LoanCare because I couldnt do it through their junky website and didnt feel that I should have to pay a service fee because of a mistake they made and it recently cleared. So we are down to {$1200.00} that needs to be paid back. Apparently LoanCare paid off not only my home insurance but also my car insurance for the rest of the year. Again, I don't know why this happened because my insurance company, who actually gets back to me, never sent them an invoice requesting money. Thus, it is apparent that I am on the hook for {$1200.00} to LoanCare that needs to be paid or my mortgage will be going up starting next month. That increased payment is going to led to more interest and fees I am going to be charged. That is not fair, not right, and completely unethical. How are we going to fix it! I have been waiting 3 weeks being fearful that this was exactly how this was going to transpire. Even if I pay that {$1200.00}, it still doesnt explain why there was an over {$7200.00} shortage on my escrow. PLEASE HELP! They are doing nothing to get things back to normal and it is costing me time and money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After getting a response from LoanCare where they offered a solution to this issue, I attempted to call the individual in charge of this inquiry, XXXX XXXX XXXX. She listed her number and extension as ( XXXX ) XXXX ext XXXX. This extension, according to the automated phone service they use, is not a valid number. In effect, LoanCare is impossible to reach. Furthermore, XXXX XXXX never addressed the two letters I received from LoanCare, where they admitted to having received the partial payments I made, and they clearly stated they would bring my account current. I went ahead and made a double payment in XX/XX/XXXX of this year in an attempt to bring my account current, but because the partial payments were not applied to my account in the appropriate manner, LoanCare did not consider this amount to be sufficient. LoanCare asked for {$270.00} in XX/XX/2018 to bring my account current, as this would be used in conjunction with the partial payments of {$650.00}. and the unapplied funds of {$490.00}. As it stands, the {$490.00} LoanCare had listed is unaccounted for in the payment history supplied by LoanCare. I have mailed through priority mail the {$340.00} LoanCare requested to bring my account current. I am putting this piece of information here to document what I have done, in the instance that these funds are also not applied. To reiterate, if these funds are not applied properly and are not used to bring my account current, this would be the second time money paid to LoanCare has gone unaccounted for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85741
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We used XXXX XXXX to manage a seller-financing trust indenture in Montana. Unbeknownst to us, the note was sold to Loancare. Since that event, Loancare has been horrible to work with with little to no to really delayed response to inquiries. The buyer was able to get a loan through his local bank and it took the bank several weeks to get the pay-off amount from Loancare. The loan finally closed 8 days ago. The bank issued a check that same day to the title company. The title company opted, with out anyone asking us, to mail the check to Loancare. That took 2 days. I called Loancare on day 3 to find out where my funds were to be told that they were going to hold the check, from a title company, for 10 days. I called the title company and they were able to convince Loancare the check was good and it was cashed on day 3, but no payment back to us, the seller was made. I called in frustration and stated the money needed to be transferred to my bank account on file immediately. I was told they were after the cut-off time ( presumably for the wire ) but it would go out on Tuesday ( Monday as a holiday ). So, I expect to see the funds in my bank account on Tuesday. Not there. Today, Wednesday, after three phone calls, I learn that they cut a check for the $ XXXX and put in the regular first class mail on Tuesday and now it will take several more days. So, of course, I ask why it wasn't wired. " We had no instructions. '' Did they ask for instructions? No, of course not. Did I say I wanted it directly deposited the same way all the buyer payments were direct deposited- yes, most definitely. Okay, fine, the " check is in the mail '', so please give me the tracking number. No, we have no tracking number. We just sent it regular mail. WHAT? A check for $ XXXX and you didn't opt to track it. How convenient that you will be earning a few hundred dollars in interest off of funds received on Day 3 since my bank won't be receiving and then depositing the check until maybe Day 10 if I'm lucky or day 13 if it hits the weekend, if the untrackable check even arrives, at which point, I have to call back again and even more time is lost. Overall, awful experience with Loancare and its not even over yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59601
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Loancare took over my mortgage in XXXX. They misappropriated funds from the past mortgage company and said I was in default. I called them 7 times over a 2 month period to get this corrected. They finally fixed my account but still filed a report and said I was in default. They also charged me late fees and never credited my account for those fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was transferred from XXXX XXXX to XXXX/LoanCare recently. I paid my monthly payment on their phone system and it charged me approximately {$800.00} over the amount that I had been paying to XXXX. I called to find out what happened and they said it was to put more money in Escrow. I have never received any document that explained the increase and why it needed to be paid all at once. I have the bill for the month and it has the old amount on the bill. After I got them on the phone, the agent was unable to determine why the system billed me the higher amount and was not able to offer any resolutions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30327
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A