Date Received: 2019-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I purchased my property in XX/XX/XXXX. In XX/XX/XXXX, I reached out to my loan servicing company to have my PMI removed. According to the company, I needed to have one of their approved appraisers go to my home to have it appraised before the PMI could be removed. They stated to me that the cost would be {$580.00} to have one of the approved appraisers come to my home. I paid the {$580.00}, the appraiser came, and my house was appraised appropriately. After I received the appraisal, my loan-to-value ( LTV ) was below 80 %. On the company 's website, it claims that my LTV must be 80 % or below to remove the PMI. However, I received letters and have called the company several times and they have stated that my LTV must be 75 % in order for the PMI to be removed. I did not receive any paperwork or any statement at all that stated that my LTV needed to be at 75 % in order to remove the PMI. I have reached out several times to this company, been on hold for hours, and keep getting transferred, rerouted or told I will " get a call back ''. I have also requested a refund of my {$580.00} appraisal fee. However, I was told that since the appraisal was completed, I can not receive a refund for the cost of the appraisal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92805
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to XXXX/LoanCare, LLC on XX/XX/2019. And when I started making payments to LoanCare, they been mis-handling my payment of $ XXXX/month. Up-to-today they haven't fix the problem, despite my numerous phone calls and correspondence. They keep saying that I'm short on my payments when in fact I been sending those payments before the first of the month. They keep on failing to make the promised corrections when I talked to their representatives. I hope that your office would be able to assist me in this regards. Thanks XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see if you can follow what has happened and why we are so upset with LoanCare LLC. Our payment should have been corrected in XXXX of 2019 by escrow department to {$2200.00}. XXXX but has not. With a actual needed mortgage payment of {$2200.00} and a requested mortgage payment they are showing in their website is {$2900.00}, they are inferring a {$7900.00} shortage. That is bizarre. XXXX and Loancare were expecting to pay insurance of {$15000.00} in XXXX of 2019 but the real insurance amount paid is {$7900.00}. We changed companies to get a better rate. New insurance came into effect XXXX XXXX and was paid XX/XX/2019. If they paid incorrect amount to prior insurance company, that would have been refunded to them and would be there to pay new insurance company. Actually, there should be an overage in escrow accounts. So there would be no shortage in escrow accounts. There is no shortage in escrow accounts absent theft or mismanagement. So looking at the escrow account amounts shown LoanCares website, they are now showing proper amount for taxes and insurance but you have not changed the payment to reflect that. If you add {$1000.00} x12 which equals {$12000.00} needed for mortgage payment to principal and interest. Add to that property taxes of $ XXXX+XXXX+ homeowners insurance of {$7900.00} you get a total annual outlay of {$27000.00} When you divide that amount by 12 you get the monthly mortgage payment needed of {$2200.00}. {$2900.00} x12 = {$35000.00} That is {$7900.00} more than they need to pay for everything associated with our loan. That is a huge shortage they are asserting. After our XXXX letter to the escrow department we determined they were not going to change the payment amount so we started paying in {$2200.00} as the correct amounts of mortgage payment. Now the collection department is asserting missed payments. And is threatening late fees etc. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the response I received from LoanCare my mortgage company when I asked them why are they charging me a fee on my payment. This loan was transferred from a previous mortgage to Loan care with the contractual agreement that I had a 15 day grace to make my payment without any fees and now it seems they found a way to circumvent the system and charge me a processing fee because I making a payment online. I think this is predatory and blatant wrong the part of this company. I feel they are trying to squeeze every penny they can from their clients. Where is the consumer protection? Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Your mortgage payment is due on the XXXX of each month and you are provided with a 15 day grace period. Over the website the processing fees starts at {$5.00} after the XXXX of the month and then {$10.00} dollars after the XXXX of the month. If you want to avoid processing fees please make payment before the XXXX of the month or you can look into setting the account up on auto draft. For further assists please contact Customer service at XXXX Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since our local bank sold our mortgage to LoanCare LLC, they have TWICE failed to post payments our bank guarantees LoanCare received. In the commission of those errors, they have also attempted to assess late fees. After LoanCare made the 2nd error, we sent a certified letter with attached proof of payment to LoanCare instructing LoanCare to acknowledge receipt of our letter within 5 business days, correct the error, remove any fees associated with their error, and correctly post our payment on the date it was received within 30 days of their receipt of our certified letter. The letter provided written instructions to contact us by mail for further information they might need to correct their error. We have received neither acknowledgment of their receipt of our letter nor communication requesting additional information or time necessary to correct their error. These errors are common for LoanCare and in continuing to make the same error repeatedly are in violation of the terms of our mortgage as well as in violation of Federal law under the Error Resolution Notice Act 12 C.F.R. 1024.35.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61008
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been contacting my mortgage company regarding my XX/XX/XXXX property taxes back since XX/XX/XXXX. Every time I call they tell me the issue has been escalated and that they will take care of it right away. As of today XX/XX/XXXX my XX/XX/XXXX property taxes have not been payed. I keep receiving calls from the Tax Assessors Office notifying me of this issue and I need help. They can not provide me with answers as to why my taxes have not been payed if I have not been delinquent on my mortgage payment ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76134
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of this year LoanCare LLC took over the servicing of my mortgage after the bankruptcy of XXXX. The first statement from LoanCare showed an additional {$12.00} added to the amount I was supposed to pay and categorized as " Total Fees and Charges ''. There was no explanation as to what these fees were for. The amount continued to show up on successive statements. I continued to pay the mortgage amount that XXXX 's final statement indicated. On XX/XX/XXXX of this year I sent a letter to the customer service address indicated on the back of the statements. I have not received a response to this day nor has there been any effort on LoanCare 's part to resolve this issue. It was not my choice to have this company service my account. I had no choice in the matter. I feel that they are not honoring their commitments and are not dealing fairly. I think it's likely they are doing the same thing to other XXXX customers that had this situation thrust upon them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was previously with XXXX XXXX XXXX and they accepted biweekly payments. I made a payment in the amount of {$900.00} on XX/XX/XXXX for the first half of XXXX payment. My loan was then transferred to loancare on XX/XX/XXXX. During this process my payment of {$900.00} was applied to principal instead of the payment ( wouldnt be a big deal if I had {$900.00} extra dollars ). I paid the remaining {$880.00} for XXXX, paid {$1700.00} in XXXX and {$1700.00} in XXXX. I have called or emailed Loan care over 15 times in the last two months and spent hours to try to resolve this and have the payment corrected- XX/XX/XXXX, XX/XX/XXXX, also sent email correspondence, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX called and emailed, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & sent email correspondence and mail on XX/XX/XXXX. I have spoken to several managers whom dont call back or do what they say and staff that are incompetent and also dont do what they say. I have done three way calling with both companies and they are now charging me late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2019-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY MORTGAGE CHECK HAS BEEN STOLEN BY ONE OF LOANCARES EMPLOYEES -- >ACCOUNT OF ATTEMPTED IDENTITY THEFT BY A LOANCARE EMPLOYEE -- < XXXX XXXX Acct # xxxxxxx LoanCare Mortgage Acct # xxxxxxxxx SS : xxxxxXXXX INCIDENT DESCRIPTION ; My bank -- -- issued an automatic payment check payable ( mailed ) to LoanCare , LLC ( copy attached ) in the amount of my XXXX amount due ( {$1900.00} ). The check was stamped Received XX/XX/2019. Yesterday, I received a hand-written letter from a XXXX XXXX ( XXXX ) of XXXX XXXX XXXX, XXXX, NJ XXXX. ( Relevant documents attached. ) The letter to me claimed : 1. LoanCare LLC had written her a letter enclosing a copy of the above check ( my mortgage amount ), with the Credit to the account number ( old XXXX mortgage account number ) typed above Pay to the order of LoanCare , LLC ; 2. She said that LoanCare LLC alleged in that letter that the amount of the check had been erroneously deposited towards her mortgage which was sold over a year ago ; 3. Because her account had a XXXX balance, LoanCare was returning the check to her ; 4. Along with my NEW LoanCare account number!!! And 5. She was being extremely conscientious about writing me about this mix up so that this mix up on their part does not cause you any added grief or stress ; and 6. She enclosed the To whom it may concern, memo she says she sent to LoanCare LLC notifying you that ( a ) Mr. -- -- -- had accidentally put the wrong loan number on the check ( a type-in number by my bank is no accident ), and ( b ) And, The representative at LoanCare LLC also asked me to include Mr. -- -- - 's loan # xxxxxx ( WHY? ) Question : Where is the physical check made out to LoanCare LLC??? Another question : What would be the reason for LoanCare LLC to send my check to her? Further : ESPECIALLY WITHOUT CASHING IT, since they evidently KNEW the new LoanCare #? Further : My bank noted that LoanCare had cashed my XXXX check by looking up that #!!! This is a ( pathetic ) attempt to steal my identity and bank information. I have closed the account the mortgage payment was drawn on, opened a new account, and paid my mortgage on the phone today. ( I need to get a refund for the {$15.00} phone payment fee. ) I have notified the police in XXXX, CT, of this attempted identity theft. LoanCare LLC needs to launch an immediate investigation of its payment processing personnel!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06437
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare took over my mortgage when XXXX went bankcrupt. I have never missed a payment and they have cash all my checks or processed electronic payments. They did not credit it me the first payment made for XX/XX/XXXX, the check cleared the bank XX/XX/2019. I have been trying to resolve this for months and have sent copies of the checks 4 times and talked to them for hours. They promise to fix it but never do not, they are charging me late fees. I have spent hours and hours on hold. I have documented everyone I talked to or e-mailed. I am at wits end to know what to do any more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A