Date Received: 2019-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I made my XXXX mortgage payment via online banking to my Loan Care mortgage. This money left my checking account on XX/XX/XXXX but the payment was never posted to my mortgage with Loan Care. Several weeks later I received a notice from Loan Care that my payment was past due and I paid it again immediately. I then requested that the missing payment be applied as well. I initially started this process with my bank who sent the payment to Loan Care electronically. They called, mailed, and faxed the payment confirmation information multiple times each to Loan Care but nothing happened. In XXXX I started working with Loan Care myself directly. I have called and emailed more than 20 times with proof of the electronic payment since that time. Every time I have called customer support ( most recently on XX/XX/XXXX ) I have been told by the support specialist that my proof of payment was received and that they will be posting the missing payment to my mortgage. And that I should see the payment posted the following day. I have been told that since early XXXX and I still have not seen the missing payment posted to my account. I have submitted everything needed to prove this payment was made but not posted to my account. I have submitted my bank statement showing the money left my account. I have submitted my mortgage statements showing the payment was never posted. And I have submitted Proof of Electronic Payment with a Case ID, credit trace #, batch # and file trace # showing the money was received by Loan Care. Can you please help me get Loan Care to post this payment to my account or refund me this money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred from XXXX to Loan Care. But I've noticed a serious discrepancy that needs to be corrected ASAP. XXXX XXXX Number XXXX Loancare : Loan Number XXXX The balance that should HAVE been transferred from XXXX to Loan care should have been {$430000.00}. But Loan care shows that the transferred amount was {$440000.00}. Please fix this ASAP. I've made a payment in early XXXX XXXX to XXXX. But Loan care shows the payment date as XX/XX/16 and the current balance shown by them is not accurate. It should have been {$430000.00} from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred this moth from XXXX XXXX to Loancare LLC. Loancare LLC charges a fee for online payments even during the grace period of the loan. There should never be a penalty or fee if payment is made during the grace period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested a copy of the promissory note for the mortgage on two different occasions which I know I am entitled to by federal law. Both times I was told I would receive it by email but never received it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30125
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Filing a new complaint to CFPB which is a result of Company 's ( XXXX XXXX XXXX ) response to my complaint to the XXXX XXXX XXXX ( XXXX ) and is attached in full. The attached documents are include to document inaccurate responses made on behalf of Company. Included as attachments are documentation. See attachment dated XX/XX/XXXX_XXXX Borrower 's Response to Company including : Ms. XXXX states : On XX/XX/XXXX - an escrow disbursement was made for {$1600.00} - hazard insurance. Then, on XX/XX/XXXX an after-hours wire was received in the amount of {$210000.00} to pay off the account, however, payoff was short by {$240.00}. A payoff from XX/XX/XXXX was sent in response to the short payoff wire, and again, on XX/XX/XXXX. See attached. BOROWER RESPONSE : The original Payoff Statement that was provided to Borrower and XXXX XXXX XXXX XXXX had a Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) and included the following Disclaimer : XXXX XXXX XXXX Payoff Statements include the following : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff XXXX XXXX XXXX XXXX sent the wire transfer on XX/XX/XXXX, however XXXX XXXX XXXX did NOT notify Borrower or XXXX XXXX XXXX until the wire transfer was returned to XXXX on XX/XX/XXXX at XXXX XXXX ( 7 days after the wire was sent to XXXX ) - See attached returned wire transfer. However, the response from Ms. XXXX indicates that it was on XX/XX/XXXX that payoff wire was returned due to funds not enough to satisfy balance. Upon receipt of the return wire on XX/XX/XXXX, the closing attorney notified Borrower of the return wire from XXXX XXXX XXXX and a conference call was made between XXXX XXXX XXXX, Borrower ( XXXX XXXX ) and the closing attorney XXXX XXXX was made on XX/XX/XXXX to attempt to resolve the return wire and to provide sufficient funds. At no time during this call did XXXX XXXX XXXX communicate the escrow shortage amount. If the shortage amount would have been communicated during this call, Borrower and closing attorney would have immediately wired the amount. It wasnt until Borrow received via USPS on XX/XX/XXXX an updated payoff statement that the shortage amount was known. If the Payoff Statement Disclaimer is that " Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. This was not possible as the wire transfer was not returned by XXXX XXXX XXXX to XXXX XXXX XXXX XXXX until XX/XX/XXXX ( funds were sent on XX/XX/XXXX ). It has not been communicated by XXXX XXXX XXXX why did they wait until XX/XX/XXXX to return the entire amount of the wire transfer instead of requesting the additional funds? Instead, XXXX XXXX XXXX failed to communicate the shortage amount during the XX/XX/XXXX conference call and instead generated a new Payoff Statement ( Issue Date XX/XX/XXXX ) which was not received by Borrower until XX/XX/XXXX via XXXX XXXX XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- 2 ) Ms. Ms. XXXX states that on XX/XX/XXXX - a credit bureau update was submitted for the late reporting. It was found that the 30-day XXXX late reporting was valid as no further mortgage payment was made and the 30-day XXXX late reporting was also valid, as again no payment had been made. XX/XX/XXXX - payoff funds now received in the amount of {$210000.00} ; account balance is now XXXX. LoanCare also received a social media complaint regarding payoff request. Per the subservicer, LoanCare did send/fax updated payoffs in response to the short wires. This customer also confirmed receipt of a short payoff letter as well. Please see their letter log screenshot below for this loan. We also attached copies of payoffs. The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX. The notes also support a discussion on XX/XX/XXXX around the payoff shortage wherein LoanCare waived late fees as a courtesy to lessen the payoff shortage. Please note the customer had a slight shortage in escrow in addition at that time. She also was due for XXXX when the hazard was disbursed on XX/XX/XXXX, so there were two monthly escrow deposits ( XXXX and XXXX ) missing from escrow. This contributed to the advance that was created by the XX/XX/XXXX hazard disbursement, which in turn caused the payoff to be short. In addition to the above, LoanCare does not hold on to short payoff wires for any length of time as XXXX, XXXX, and XXXX require funds to be in the custodial account within 48 hours of receipt. The posting process/timing would not allow us to hold onto short payoff wires and stay in compliance with this requirement. If any shortage is more than {$100.00}, the XXXX XXXX returns the wire and contacts the title company with an updated payoff quote ( which was completed in this case ). Additionally, the payoff quotes we provide do state that LoanCare will continue to pay taxes and insurance until paid in full. BORROWER RESPONSE : Borrower attempted to payoff the loan on XX/XX/XXXX ; XXXX XXXX XXXX returned the wire transfer to XXXX XXXX XXXX 7 days later on XX/XX/XXXX ( per attached ) Borrower and closing attorney attempted to resolve the shortage documented through several phone calls and emails to have XXXX XXXX XXXX provide a Pay Off Statement that reflected an amount due from Borrower that was reasonable ( i.e. shortage of escrow due to disbursement of homeowners insurance and any late fees applicable through XX/XX/XXXX. The escrow shortage amount issued on XX/XX/XXXX Payoff Statement ( in which Borrower did not receive until XX/XX/XXXX via USPS was in the amount of {$370.00} ). As a result, XXXX XXXX continued to apply interest and fees and issuing new Payoff Statements in which Borrower ended up paying XXXX XXXX XXXX {$210000.00} ( vs. the above amount from Ms. XXXX of {$210000.00} ) per a payoff statement issued by XXXX XXXX XXXX on XX/XX/XXXX ( Borrower received via USPS on XX/XX/XXXX ). BORROWER 'S RESPONSE CONTINUED : Ms. XXXX also states, " The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX '' Ms. XXXX has inaccurately stated these events. The correct sequence of events is as follows : On XX/XX/XXXX XXXX XXXX XXXX wired XXXX XXXX XXXX funds per the Borrower 's Requested Payoff Statement on XX/XX/XXXX and Issued XX/XX/XXXX as per email acknowledgement ( see attached Acknowledgement from XXXX XXXX Servicing ). XXXX received a faxed copy of this Payoff Statement ( as requested on the attached ) and Borrower ( XXXX XXXX ) received a copy via USPS on XX/XX/XXXX with the following information : Request Date : XX/XX/XXXX Issue Date : XX/XX/XXXX Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) Disclaimer included : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. " If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff From XX/XX/XXXX - XX/XX/XXXX : Neither Borrower or closing attorney ( XXXX XXXX at XXXX XXXX XXXX ) were aware that XXXX XXXX XXXX would be returning the wire transfer until the closing attorney received the return wire late afternoon on XX/XX/XXXX. And why on XX/XX/XXXX, the closing attorney and Borrower had a telephone conference call with XXXX XXXX XXXX to find out why the wire was returned 7 days later. The closing attorney did not receive the above stated by XXXX XXXX that " XX/XX/XXXX quote in particular was faxed to XXXX '' but rather XXXX XXXX XXXX generated an unrequested Payoff statement issued on XX/XX/XXXX but not received by Borrower until XX/XX/XXXX via USPS. Closing Attorney and Borrower were unaware of the shortage amount at this time and in which not during the phone call we had on XX/XX/XXXX did XXXX XXXX XXXX provide a shortage amount so we could resolve the difference and rewire the funds. XXXX XXXX XXXX requested the closing attorney provide the return wire documentation via email so XXXX could research this matter and contact us within 1-5 days. See below ( and attached email ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was one month behind on my payment. In XXXX I was put on XXXX XXXX XXXX due to a number of health problems and my pay was not correct, so I was short and couldn't make a payment in XXXX, which put me 2 payments behind. I spent most of XXXX and XXXX in the hospital. When I was finally home around XX/XX/XXXX, I sent a payment of {$1500.00} and my regular payment is {$1200.00} to show that I was trying to get caught up. I went to make another payment in XXXX and realized that Loancare had sent back {$1000.00} of the {$1500.00} and kept {$500.00} for late fees. which put me even further behind. I called in XXXX to find out why they sent the {$1000.00} back and they said to avoid foreclosure they needed a total of {$3700.00} by the end of XXXX. I had to wait until I got paid on XX/XX/XXXX to have the full amount they required. I called on XX/XX/XXXX to pay the {$3700.00} and I was told my home was placed in foreclosure on XX/XX/XXXX. They said my only option was to try to get on a repayment plan. So I downloaded the hardship packet and emailed the completed packet on XX/XX/XXXX to the email address I was provided, XXXX. I called on XXXX to confirm my documents were received only to be told that I sent them to the wrong email address and I needed to email to XXXX. This company is very difficult to work with and have policies in place to keep the customer in default by returning partial payments and doing what they want with the rest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern/ I received my denial letter for my loan modification on XX/XX/2019 due to not enough income. When I first applied for a loan modification my XXXX XXXX XXXX application was pending. I was recently approved for my XXXX XXXX XXXX week a ago. My new monthly amount is {$3400.00}. I was told by XXXX XXXX from the Loss Mitigation on XX/XX/19 that my modification was denied due to not having enough income and to many high credit card bills. And I would receive a denial letter in the mail shortly. On XX/XX/2019 I reached out to XXXX XXXX XXXX to consolidate my unsecure debt. XXXX XXXX from XXXX XXXX XXXX set me up on a payment plan enrolled me in the program effective immediately. I submitted my appeal via email to XX/XX/19 @ XXXX. I sent the company the paper work from the XXXX XXXX XXXX and my new income from state XXXX. I have been calling Loan Care and explaining to them I want to keep my place and that I will be on XXXX XXXX for this rest of my life. It has been a struggle to pay my mortgage because I've been waiting for XXXX XXXX XXXX to approve my case. I have never been late on my mortgage until I was place on XXXX. I called Loan Care and spoke to XXXX a customer service rep and told her I was waiting for my payment and didn't want to receive a 30 day late mark on my credit report. She told me the company does not report to the credit agencies until XXXX of each month. She said if you make your payment before XXXX the XXXX you will be fine. I said are you sure and she told me yes. I made my XXXX payment over the phone XX/XX/19 with a rep by the name of XXXX. I received a alert from credit report today XX/XX/19 that I was reported 30 days late. I called Loan care today and spoke to XXXX about my the late mark on my credit report. He placed me on hold and spoke to a supervisor and they told me that even-though the rep XXXX gave me the wrong information. I could try and dispute the late mark, but he said it isn't a guarantee they late mark will be removed. I told XXXX since all calls are recorded can they play the call back and verify I was given the wrong information. I have been giving wrong information from different customer service reps and treated poorly I believe because of my XXXX. I feel like Loan Care doesn't want to help me with my mortgage loan. They rather see me lose my house and not help me. I believe its because of my XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92324
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Wishing to pay off a loan serviced by LoanCare Account Servicing ( " LoanCare '' ), the XXXX obtained a payoff on or around XX/XX/XXXX that showed that they owed a balance of {$290000.00} on the loan, of which {$150000.00} was purportedly interest due. However, the XXXX have been paying this loan since XXXX and contest that this is the balanced due. The XXXX believe that loan is already paid off or should be close to being repaid in full. As such, since XX/XX/XXXX, Mr. and Mrs. XXXX have been trying to get a complete payment history for the loan from LoanCare. In XX/XX/XXXX, LoanCare produced documents that purported to be the entire payment history for the loan. The documents, nevertheless, clearly did not include the entire payment history for the loan. As such, on or around XX/XX/XXXX, Mr. and Mrs. XXXX requested that the loan be audited. The attached letter is their request to LoanCare, via their attorney, for the audit ( the " Demand Letter '' ). Via letter dated XX/XX/XXXX, also attached, LoanCare acknowledge receipt of the Demand Letter. It also represented that, in compliance with federal law, it would send a detailed response no later than 30 business days from the date it received the XXXX XXXX complaint. Assuming it received the Demand Letter on XX/XX/XXXX, LoanCare 's detailed response was due on XX/XX/XXXX. However, to date, neither the XXXX nor their attorney XXXX XXXX have received any response whatsoever from LoanCare. On XX/XX/XXXX, Ms. XXXX contacted LoanCare at the phone number in its letter of XX/XX/XXXX. She spoke to a representative at LoanCare 's Georgia office. Said representative then contacted the XXXX office while Ms. XXXX was on hold. The representative said that the person who conducts the audits had not gotten the information, but that she has spoken to another agent from the XXXX office who would be providing it to the person in charge of audits. The representative from the Georgia office offered to give Ms. XXXX the email of the person in charge of audits. Ms. XXXX advised the representative that if she was going to provide her the email of a XXXX XXXX, doing so would be futile, as Ms. XXXX had previously emailed Ms. XXXX on the issue, and had received no response. This is detailed in the Demand Letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85364
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Several years ago my mortgage servicer raised my escrow by hundreds of dollars per month. I fell behind by two payments over a period of time, while complaining to them about the miscalculation of escrow. It was finally corrected months later. I was two months behind for quite a while, unable to catch up. I was late again and the servicer blocked my phone number. They wouldnt take my calls. I sent. Letter, several emails, and called every day, often multiple times. Then after several weeks of this, they finally unblocked my number and told me they couldnt take my payment, it was now with the lawyer. I had to apply for loss mitigation since they refused to take my payment. They continue to destroy my credit, claiming I am not paying even though they wont allow me to do so. In court, their lawyer tried to get the conciliation process thrown out by saying I was intentionally stalling. I was not. The company repeatedly asked for the same documents over and over and over again. I submitted completed docs through XXXX. They came back and asked for more to be sent. XXXX told them they had what they needed. Only them did they move the process along. They gave me a trial arrAngement. I made the three consecutive payments. They sent paperwork for loan modification that had to be notarized. I completed the paperwork. They said the notarized signature was incomplete. Back and forth we went. I finally spoke to someone there and they said I was all set. The paperwork was accepted. My new loan would begin XX/XX/XXXX. This was near the end of XXXX. I received a call from the mortgager saying I needed to pay XXXX. I said my new loan begins in XXXX. They said I should pay it anyway. When I asked why, they said they didnt know. Its what they are told to say. On the signed agreement, it says to pay your monthly until the new loan is accepted. I was told it was accepted. I signed and had it notarized. It was a legal document. Nervous, and not trusting the company in the slightest, I called at the end of the month to get a clarification. The new loan was based on the balance due. If I made another payment between the time it was calculated, and the time the new loan began, it would change the balance due, this making the calculation moot. But I called anyway. I was put on hold, and I have the screenshots to prove it ... for HOURS!!!! 3 hours and 42 minutes before the call was disconnected on their end. I couldnt have paid if I wanted to. Again, they had blocked me. The next day, XX/XX/XXXX, of course I got right through. They said that since I missed a payment I had to reapply. I argued that the loan was set. After speaking with the fourth person, I was told straight out that the loan isnt accepted until its filed with the court, and that they usually file as late as possible. I was also told that the customer service reps are FORBIDDEN to disclose this. So instead of someone saying just shut up and pay when you are certain the loan has been accepted, and in fact told it was accepted ... they could have said it isnt filed yet and FHA requires you to keep paying until its officially filed with the court. But no. They systematically withhold that info. This is just another in a long line of complaints again this company. They are shady and can not be trusted. I am just another person who unfortunately had their mortgage sold to these pernicious vultures. I would appreciate any help you could offer. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my bank submitted an electronic payment to LoanCare for $ XXXX.with an account # that had been the # for XXXX as the new acct # had not yet been received. LoanCare had issues with other accounts as my statement indicated double payments, then payments removed resulting in the loss of that payment from XX/XX/XXXX. On XX/XX/XXXX I called customer service to inquire about the delinquency on my statement and was given the email for the payment research dept. I sent a copy of my billpay detail to show that the payment was made and to what acct #. I was informed much after the fact that this was insufficient evidence and that they needed the transmittal number. Several calls to my bank I was informed that that information was unavailable and they provided an official statement from my billpay. Again, LoanCare said this was not sufficient as the old account # had been closed and they had no idea where the payment went. In the meantime, I am receiving notices of potential foreclosure, daily phone calls about delinquency even though my payment was theoretically in 'research '. I spoke to a manager who was extremely defensive and we had a three way conversation with my bank who repeated that the information being requested was unavailable. At the end of that call I requested that they make sure my acct was flagged so that I would stop getting the calls and letters. Every call I had with them I repeated that someone please make sure that this does not get reported as delinquent to credit agencies. I asked my bank to investigate any means to satisfy LoanCare as I was becoming afraid that they would not do their own research to locate the payment and would simply start foreclosure proceedings. My bank supplied the payment confirmation, I sent it payment research on XX/XX/XXXX. I got an autoreply from the email and heard nothing else. Today I received notice from XXXX that my mortgage has been reported delinquent as of XX/XX/XXXX. I called LoanCare, they confirmed receipt of the email and told me they are working on it and I should know something by XX/XX/XXXX. I am now waiting for a call from a manager, again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2019-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A