Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare LLC took over servicing our mortgage for the XX/XX/2019 from XXXX. We have made all payments on time without a problem. The problems have occurred when I make addition principal payments. The problem is when I make the payment, Loancare applies it to two regular payments and the rest to the principal instead of applying it to the principal. I have called the two times I that they did this. I am told that it will take 5 days to process and correct the situation. The new payment is always {$15.00} hire and I do not get 100 % of the additional principal payment on my account. Today I called the company, the agent I spoke to again took my payment over the phone, the original payment was XXXX and I was charged XXXX for my XX/XX/XXXX payment. When I asked why the agent told me she did not know. I asked to speak to a supervisor so I can find out. I was told that the do not forward calls to supervisors they would call me back within hour. That was at XXXX XXXX it now XXXX and no call has been received. The two incidents occurred on checks written : XXXX XXXX and XXXX XXXX. Additional information available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2019 my account was transfered from XXXX to LoanCare for servicing. I paid my first payment in XXXX by my XXXX billpay in the amount of {$1700.00} which cleared my bank XX/XX/XXXX. LoanCare did not record this payment and said I missed a payment. I called and emailed eventually it was recorded. I made my next payment on XX/XX/XXXX in the amount of {$1600.00}. LoanCare did not record this one and said i was behind in payments. I called and emailed and it was recorded after about a month. It had cleared my bank on XX/XX/XXXX. My XXXX payment was attempted on their online site in the Amount of {$1700.00}. It was not recorded although it cleared my bank on XX/XX/XXXX. I called and emailed and it has still not been recorded. For my XXXX payment, I sent a manual check # XXXX in the Amount of {$1700.00}. It cleared my bank on XX/XX/XXXX. Again it has not been recorded and LoanCare says I am behind in payments. Again I have called and this is yet to be resolved. They say I owe a late fee ( all payments have been made in the alloted time ). They have also reported to the credit bureaus that I have missed payments. I have asked that these be corrected and they have not. LoanCare is not being responsible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27455
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/19 i sent by certified mail to Loancare LLCs overnight address a letter requesting my single point of contact reach out to me via email as i tried to reach them but Loancare said they were not available for me to speak with. I was unable to find out from customer service of a Notice of Default had been filed. Loancare ignored my request called me due to what they call missing information in my loss mitigation and sent me to foreclosure instead of working with me in good faith to help me keep my home. I would like to know why they ignored my request delivered in good faith asking for assistance due to XXXX to contact me via email instead of calling, ignoring the letter sent and the information provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was taken over by Loan Care ( XXXX XXXX ) around XX/XX/2019. They have failed to provide me proper accounting upon take over. They have required an additional escrow repayment even though XXXX had just required that before take over. I have paid both additional escrow reserve requirements to ensure no hiccups. On XX/XX/XXXX, I called Loan Care because they had not posted any of my payments and showed I was 3 months behind. I had to provide proof of payment. This took hours! Mid XXXX, I paid the escrow reserve payment of {$110.00} again. On XX/XX/XXXX it came out of my account. As of XX/XX/XXXX they still have not posted it. I have called 3 times and sent 2 emails and they refuse to take any proof that my bank has provided. Now they are saying my XXXX payment is late even though I have provided both a transmittal form from ( XX/XX/XXXX ) the bank and a copy of my bank statement showing they took funds XXXX. They refuse to take that proof either. They have posted a late payment and are now reporting me 30 days late. On XX/XX/XXXX I have spoken to them again and they still refuse to take any proof of funds received. I can not keep calling them monthly when I pay on time. I have always paid on time. I have several mortgages and a 750+ credit score. I can not get through to any real person at Loan Care that can actually correct the issue. A consumer should not have to continually call and proof that a huge mortgage company has their money. This is a waste of time and I can assume I am not the only person having issues. I may be the only person taking the time to make a formal complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 871XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had nothing but problems with Loancare and no one at the company will help me!! They keep putting me on hold and then disconnecting my call. I am in tears as I write this because I am a very responsible person and make my payments ahead of schedule EVERY month!! I login today to make my payment before the XXXX of XXXX - it is supposed to be {$36.00}, and for some reason the payment requested is {$110.00}??? Mind you, I have a printed bill from Loancare stating my bill is {$36.00}, but they are telling me I owe 3 times more than that online and on the phone. They will not put me in contact with a supervisor to fix the issue and my payment is due tomorrow!! I don't know what to do! I am not going to pay a bill that is clearly inaccurate when I have proof of making my payments on time every month via bank statements and their bill saying what I really owe. I feel helpless and this is my first home and I have had problems every month just trying to pay my mortgage! I have never been late on a payment. I am going to get a lawyer if this is not resolved
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34683
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : LoanCare escrow service paid taxes out of my escrow account to an incorrect parcel number in XX/XX/XXXX. They have not yet refunded me for this error or the late fees incurred as a result of taxes not being paid correctly. Details : On XX/XX/XXXX Loan Care sent {$1300.00} to the City of XXXX XXXX for payment of XXXX Summer Taxes. The issue is Loan Care placed the INCORRECT Parcel ID on the check so the {$1300.00} was applied to my neighbors taxes. I have met with and spoke with the City several times as well as Loan Care on Loan Cares mistake. Everyone acknowledges that Loan Care made the mistake but I have NOT yet received my {$1300.00}. {$60.00} : A year later, XX/XX/XXXX, Loan Care finally paid my XXXX Summer Taxes of {$1000.00} plus a late fee of {$60.00} due to Loan Care paying the XXXX taxes a year late. I am still awaiting the refund of the {$60.00} from Loan Care. I have been contacting LoanCare with over 25 phone calls and emails since XXXX of XXXX and they are not resolving the issue. I am put on hold for hours to wait to speak to a management member who ultimately has no authority to resolve this issue. It is deferred to their " tax department '' but no attempts are made to contact me in any form. I sent LoanCare a very detailed letter and spreadsheet with amounts, dates and payments in XX/XX/XXXX. They said I would be contacted within 3 days. It is now 4 weeks later and I spoke to a member of their " management team '' after being on hold for an hour and was only told that I needed to wait another week for them to decide what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49686
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: By far the worst experience I ever had with any financial company. This company is scam and should be shut down! This company is violating the laws ( UDAAP ) and needs to be held accountable. My story : Unfortunately I foreclosed on my home in 2018 and received a debt cancelation documentation from my lander at the time ( XXXX ). I ended up taking a huge loss and paying almost 30k to IRS to cover this free money that was forgiven by lander. This other company started contacting me recently via mail ( LoanCare ) stating that they are my lander now!?!?!?!?! How can they be my lander if I dont even have an open loan ( with them or anyone else ). I contacted them attempting to clarify and resolve this mix up. I was already upset and wasnt very nice to several reps/managers who were asking me ridiculous questions and not willing to help in any way. Only thing I was asking is to be removed from their mail list and for them to stop contacting me about the loan I no longer own. Well, someone from this company decided to retaliate and reported a new open loan with 24 no/late payments to the credit agencies. My credit score went down 150 point for the loan that I dont even have!? After several hours on the phone, I spoke to two different supervisor and no one could tell me what in the world is happening. They both ensured me this will be handled with urgency and this remarks will be removed from my credit report. Well, 2 weeks later nothing was changed. Just spoke to another rep from this company who refused to transfer me to one of the supervisors, was extremely rude and obnoxious and ended up transferring me to no one ( hanged up on me ). This is completely unacceptable and I'm counting on CFPB to assist me resolve this situation and quickly. I did some research on this company and couldn't find a single positive review from any of their customers. Please contact me if you require more information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last XX/XX/XXXX, I became to struggle making my mortgage payments, I submitted XX/XX/XXXX payment in XX/XX/XXXX, then I sent a partial payment of {$650.00} to cover XX/XX/XXXX payment along with the unapplied/suspense funds of {$490.00}, they responded asking for {$270.00}, that I sent.But that payment was never applied. I have been emailing the company. They finally responded in XX/XX/XXXX stating they will apply the payment, what they did not do. After that I sent a certified letter, I got a letter back in XX/XX/XXXX stating they will bring my account current. In XX/XX/XXXX I couldn't make the payment but I submitted 2 payments in XX/XX/XXXX. Since then I have been paying within the month. I already submitted XX/XX/XXXX payment, but is shows as XX/XX/XXXX payment on their side. Every time I call, I got transfer to the collections department, where they only ask me to send another payment. they offer assistance in XXXX ( my first language, but the waiting time is ridiculous more than 1 hour to get a person on the phone an then get transfer to the collection department. I made my last attempt last XX/XX/XXXX, when a supervisor told me they won't apply my payment even that I have 2 confirmations they will do it.
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: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
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: I have been working to build my credit over the last year in order to secure business funding for my growing company. I recently took out a home loan 5 months ago and had gotten my score to over 768 points with XXXX the primary bureau that business funding looks at. When I went to apply for the much needed business funding, I was informed that I was denied due to my Mortgage loan reporting a 30 days late in XX/XX/2019. This dropped by score below 700 which was the minimum requirement for funding ... I called the company administering the loan " LOAN CARE '' and found that my loan had been sold to their company and that they would be my new servicer of record. This was fine, but I was not past due and they admitted on a recorded line that they had made a mistake. They told me it would be resolved and updated. I also submitted a dispute with XXXX directly as to ensure that Loan Care would be held accountable. I was notified this morning however that Loan Care " validated the 30 days late '' and XXXX denied my dispute and will continue to report the late. I have since this morning re-disputed the item with the 3 major bureaus and written my 3rd email to Loan Care support with no replies. I have drafted a letter of complaint that I will attach outlining the facts and details of my situation, but ultimately they have reported in error and it is impacting my life dramatically. Please help me get this resolved! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Complaint is against XXXX XXXX XXXX XXXX and Loancare , LLC. Our VA Loan was sold and transferred to Loancare on XX/XX/2019 along with the total payoff loan amount. As of today XX/XX/2019 Loancare insists they do not have the payoff funds. I am getting phone calls from Loancare informing me of missing payments on a loan that has been paid off in full. I phoned to inform them the loan was paid in full and their response was ''prove it ''. I have not recieved our impound balance that was also transferred to them. It appears to me they are violating the 60 day transfer rule and about to violate the 30 day rule to return the impound money to the borrower. Someone should conduct an investigation of this agency. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A