Date Received: 2019-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I complain that mortgage company LoanCare doesnt send me payoff loan documents and a statement that my mortgage was payed off. My loan # ... ... XXXX. I paid my mortgage in full on XX/XX/2019. Previous loan mortgage company XXXX transferred my mortgage loan to LoanCare company which started to collect payments in XX/XX/2019. First/ Last statement I got from LoanCare was dated XX/XX/2019. No more statements after I paid mortgage off. I tried to call LoanCare few times and was told that I will get canceled mortgage deed of trust by mail.But no documents in mail so far. Last call was today but nobody returned my call. Please help me to resolve this issue and get those documents from LoanCare mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Late charges were applied inappropriately and will not be reversed. They have just sold the loan and will not refund late charges despite accepting responsibility for error. -- -- -- -- -- -- -- -- -- - EMAIL SENT XXXX Ms. XXXX, Thank you for taking my call. As you stated, you do not accept partial payments, and any payments that are made will be held until a complete payment is received. Nevertheless, in making bi-weekly payments, you applied my payment to principal on two occasions thereby putting my account into a late status. There were two charges of XXXX that were applied on XX/XX/XXXX and XX/XX/XXXX 2019. They were paid out of my account monies on XX/XX/XXXX and XX/XX/XXXX contrary to Loancare policy. Please accept this as my demand for a refund in the amount of XXXX. Please send a check to the address of record. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX Account XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2019-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Recently refinanced my mortgage. First payment was due on XXXX of 2019 I was paying weekly but then was informed I could not do that so they had to re apply my funds. I was told this was taken care of numerous times and on numerous phone calls and as recent as XXXX when I got another letter stating I was past due. Ive called 3 more times since then and emailed with no response and was even put on hold for 1/2 hour then disconnected. .my payments were as follows XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$1800.00} XXXX {$370.00} XXXX {$1700.00} Total of payments = {$6900.00} Monthly mortgage is {$1700.00} So for XXXX through XXXX I owe {$6900.00}. I have over paid by XXXX dollars and they keep telling me they are reversing the funds to correct it but I just got a notification that they reported it to my credit score. As of today my score dropped 48 points because of this. I need this fixed ASAP or I will be forced to take legal action. The only payment not shown is the XX/XX/XXXX which is not on account yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03053
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Loancare from XXXX XXXX, I was advised in writing and verbally that my bi weekly payments would map over the same way as it was set up with XXXX, except for the month of XXXX 2019 and provided me the dates of the auto debit for XXXX however they did the draft on the wrong date in XXXX, causing my account to overdraw. I made several more calls and was guaranteed this is an isolated issue and XXXX would have my proper auto debit dates in place, which it was not and again overdrew my account withdrawing the funds too soon, I spoke to a XXXX, XXXX and a supervisor named XXXX who gave me his employee no.XXXX, as a guarantee that XXXX,. auto charge would start in the 2nd week which is how I had it in the past, then every other Friday, but couldn't give me anything in writing. XXXX stated my letter of transferring the servicing of the loan is all they would provide, which I received but with no payment dates, that was provided verbally when I received my first call to advise of this transition. I had called again this week and another supervisor, XXXX advised I was given the wrong information through this whole process and my auto payments will remain the way Loancare has it set up and can not change it, regardless of what XXXX XXXX had in place. This type of service is inexcusable and now a struggle to keep my mortgage in good standing. Having the set up with XXXX XXXX was for a reason and they accommodated that need to make sure I could manage my mortgage payments. Loancare is setting up me and anyone else in the same position as I am for failure. This is not fair lending in terms of taking over a mortgage from another company, I need help. XXXX wasn't even certain about what happens with and 5 week month when an extra payment will come out, what kind of service is this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX XXXX XXXX to Loancare on XX/XX/19. Previously, our autopayment of {$2200.00} with XXXX XXXX XXXX was taken out of our savings account on the 1st of every month. When Loancare had not withdrawn the auto payment by XX/XX/19, I mailed a physical check from my checking account to pay our XXXX mortgage. On XX/XX/19 Loancare tried to process our autopayment. Because the funds were not available in the account we were charged a {$30.00} NSF fee. I moved money to the account to make sure it would not be overdrawn again. Two days later Loancare retried the autopayment on XX/XX/19 and the funds were taken out of our account. In addition, on XX/XX/19 Loancare cashed the physical check I mailed. However, only one of these payments posted to our loancare account. In the past two months, we have been trying to contact customer service to identify which payment posted to our account and request a refund of the payment that did not post. We have made 5 phone calls to loancare ( XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ) and spent approximately 1 hr and 15 minutes on the phone with customer service. We have also sent four separate e-mails to payment research as requested by customer service reps with documentation showing that both payments were withdrawn ( e-mails sent XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ). As of today XX/XX/19, Loancare has still not been able to tell us which payment posted to our account ( the auto payment or the check ) and has not refunded us nor applied the missing payment to our account. We have also been lied to, being told a check was mailed to us, when in fact someone else told us the next week that it was not. We just want the money that is ours either refunded or applied to our account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98665
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was sold to Loancare LLC in XXXX of 2019. My outstanding balance from my previous mortgage company was {$240000.00}. When it transferred to Loancare and after the account had been settled with my previous mortgage servicing company, Loancare has my outstanding balance at {$240000.00}. I have created a help ticket in XXXX with no resolution and I have followed up at least twice a week with no sign of resolution. I have requested supervisor/manager call backs and the call back percentage from my experience is approx 20 %. When a manager has called me back there is no resolution and little desire to correct or research the issue. This company needs to be corrected ASAP before other consumers are affected. I have not personally made a mortgage payment beyond what my previous mortgage servicing company have settled as I do not trust Loancare LLC. I have requested credit suppression and a call back from a manager which also has not happened. At this point I am considering refinancing yet again to do business with a reputable and trustworthy company that will own my mortgage for the life of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received notice of Servicing Transfer with some major errors from XXXX mortgage and LoanCare. XXXX would not take my call and LoanCare can not help until XXXX more days. The letter received XX/XX/2019 but dated XX/XX/XXXX from LOANCARE stated that there was going to be a change in my loan number. Letter received XXXX XXXX, 2019 from XXXX did not say anything about a change in loan number. The letter from XXXX MORTGAGE did not provide the correct address to send payment. When I finally received the official welcome package from LOAN CARE it specified a different payment address. As a result of these errors I sent my ( ON TIME ) payment to LOANCARE with the incorrect loan number and to the incorrect address. The payment was sent online from my banking institution and has already cleared my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79932
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, to begin with. This issue involves my Lender LoanCare https : //www.myloancare.com/. They took over my loan from XX/XX/XXXX. As of that date, my husband and I approved for them to be in charge of paying the Home taxes and the Home Insurance through Escrow. We have been paying them an extra {$420.00} dollars every month for them to pay a yearly tax of about {$2400.00} to {$2600.00}. Our mortgage including taxes and insurance equals to {$1300.00} a month. Recently, our mortgage payments keep going up. The Lender " Loancare '' advised of our mortgage payment to go up to {$1600.00}. My husband called to investigate why it would be going up so much. Loan care responded with XXXX County taxes are going up {$1200.00} more than last year and Insurance is going up ''. this call ended in just that. No more questions asked from my husband. Next, we took it upon ourselves to call the XXXX XXXX County Tax Collector and they advice us that the taxes actually went down {$60.00} dollars, and whomever gave us that information is incorrect. We also called our insurance agent we had been in business for years with, they also communicated to us that insurance went down a couple of dollars this year! So then, we asked the Tax collector for information on our yearly taxes. It states that our mortgage company or Lender LoanCare, NEVER PAYS THE TAXES ON TIME, AND IT IS ALWAYS A YEAR BEHIND! as a matter of fact, they just paid the home taxes of the year XX/XX/XXXXTHIS YEAR! they have yet to pay two delinquent taxes from the year XX/XX/XXXX! and This company " LoanCare '' is asking us for more money! Loancare wants {$800.00} dollars more! to pay for taxes, because they are behind. So I called XXXX and I told them my concerns, I assured them I know what is going on and that all of the taxes are behind and they barely made a payment on the taxes of XX/XX/XXXX. I asked them why should I pay them more when they are not doing their job? and I also asked them for copies of all the Escrow account and they denied it! they did not send it to my email like I ordered. Please help me get to them. They do not care about what I say and what I ask from them. they are not helping me resolve the issue, and it looks to me that the escrow money I have been sending them, they have not been using it for what it is for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92395
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My second mortgage was purchased by XXXX XXXX XXXX in XX/XX/2019. This is a down payment assistance loan that initially started out at XXXX. When the loan transferred to XXXX XXXX XXXX the balance on my loan reset to XXXX and my additional principal payments made ( clearly intended to go towards principal ) on loan were applied to interest. I've called multiple times with no resolution and receive a different answer each time. I also submit disputes through the CFPB, but in the response letters no one answers or the number is wrong. Loan Care is servicing the loan and will not assist with correcting the issue. My balance for this month is even doubled! They keep telling me that this is an interest only loan and any additional payment made will go towards interest. In the note it clearly states that I can make prepayment and they'll be applied toward principal. I spoke to my closing attorney and previous lender. The attorney reviewed the note and stated that prepayment can be made to reduce the balance. I am requesting that Loan Care research my prepayments on the old loan and adjust the new loan balance. I am also requesting that the payment amount be corrected before I make another payment. This is my last attempt before I file a claim with my local court and seek damages.I have made an extensive communication trail and find this to be unacceptable. Old Account ( before transfer ) - XXXX New Account ( after transfer ) - XXXX Both accounts were serviced by Loan Care. Please read the entire note and addenda. It states PREPAYMENTS CAN BE MADE TO REDUCE THE PRINCIPAL BALANCE. YOU MUST READ THE ENTIRE NOTE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern at Loancare : This is to correct an error made on your behalf per error resolution notice under 12C.F.R. *1024.35 I am writing to request that your correct the error described below in regard to the mortgage on my property at : address Payment Errors : OnXX/XX/2019 you withdrew by auto draft the amount of {$5000.00} ( this was done after our loan was paid off ) We contacted you on XX/XX/2019, we were told that we would be able to get a refund once we submitted you proof that the payment was made. You confirmed the loan was paid off and we also have proof from XXXX XXXX that you received the wire for the full pay off on XX/XX/2019. We emailed you again and attempted a call when we did not receive a confirmation with the requested ticket number on XX/XX/19, We were then advised that a check was to mailed to us on XX/XX/2019 We followed up and were told the check had not gone out. We then again called on XX/XX/2019 and were told that the request wasnt processed correctly. The customer service representative told us that they would request a call from the resolution desk but there was no one we could call. Later that day they called us ( this was a Friday ) We were told that there was nothing more that could be done until Monday. We have received communication again that the check will be sent out on XX/XX/2019. We are not confident of this as we have been told a check was going out a week earlier. It is essential, ethical and compulsory that you refund us the money that you took without a bonified need. Not only did you withdraw the payment for the loan balance was, but an additional {$3000.00}. You withdrew these funds After you received the complete pay off. We have no choice but to notify the Consumer Finance Protection Bureau of these mob-like practices. Return our funds, or we will pursue damages to the fullest extent allowed. We were put into a financial hardship by no fault of our own and will seek restitution if not handled immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A