Date Received: 2019-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My county taxes were due by XX/XX/XXXX. My mortgage servicer, LoanCare, took money out of my escrow account to pay my county taxes of {$2100.00} on XX/XX/XXXX. XXXX XXXX County ( Virginia ) never received payment for my tax bill. I was then assessed the following fees/interest : Late Payment Penalty : {$200.00} Interest : {$19.00} This resulted in a new tax bill of {$2300.00}. I was on vacation from XXXX, so my first attempt to rectify the situation was XX/XX/XXXX, when I received a delinquency notice from my county. I called LoanCare on XX/XX/XXXX. I called my county on XX/XX/XXXX, and then responded back to LoanCare the same day. As of XX/XX/XXXX, I have contacted XXXX the following dates and still seen no attempt at replacing the money in my escrow account, attempting re-payment, or reimbursing me for the money withdrawn from my escrow account that never made it to my county : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 my LTV reached 80 % on my conventional loan with Loancare. I have had no late payments in the life of the loan and property value in my city has increased dramatically in the past 4 years. I called to request the cancellation, after waiting on hold for a half an hour, I was told to send an email to their customercare email, so I did. After no response from them, I have subsequently sent 3 additional emails and called one more time, only to be told it's in review and I should receive a letter in the mail. It is now XX/XX/2019 and I have not received anything in the mail, and no email response regarding my request. However, I did receive my statement for XXXX which is including the PMI that I have requested to be cancelled. This company 's inability to communicate with its customers is inexcusable. The unfair act of continuing to charge me the PMI cost when I am eligible to have it cancelled and not communicating with me regarding my request is inexcusable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98801
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to receive a monthly statement about my mortgage. Yesterday, I called twice, and was told both times that an email was sent, but no email has arrived. I asked if I must go through the process of calling repeatedly every month, and was told, " Yes ''. I asked for an explanation, and was told it is a rule. This does not comply with the Periodic Statement Rule of the U.S. government. Also there is not a way to communicate via email with this company ; this also does not comply with the rule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX LoanCare LLC. I tried to log into the LoanCare payment system to schedule my XX/XX/XXXX payment. The Loancare system says my SSN is " invalid ''. I called the Loancare LLC customer service number and was told that I have 60 days without any adverse effect ( late fees, credit score ect. ) I asked for any documentation to that effct and was told it does not exist. Ads of the moment- I can not schedule my mortgage payment and have nothing but a verbal say so from am anonymous rep that I will not be negatively affected by their delay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to get a modication for over a year with Loancare , LLC. The XXXX XXXX XXXX XXXX ( XXXX ) has been relentless in submitting all the necessary documents repeatedly. Some documents were submitted up to five times ( the same documents ) only to get turned down four times for no apparent reason. I am in need of assistance in saving my house. Thank you for your favorable response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-27
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: Loan Care Servicing Center has reported to XXXX that the mortgage they serviced for me was discharged in Chapter XXXX bankruptcy. They also show show that no payments were made in XX/XX/2017. That is a false statement. Yes, I filed a bankruptcy, but this mortgage was not part of it. I signed a Reaffirmation Agreement and retained the property and paid the monthly mortgage on time, in full every month. In XX/XX/2017, Loan Care Servicing transferred this mortgage to XXXX XXXX and the house was sold in XX/XX/2017. I am attaching all documentation showing the transfer, sale and payment logs that I retrieved from Loan Care and XXXX XXXX websites. I am also attaching a copy of the court filing showing the Reaffirmation Agreement was signed and XXXX 's result of the Dispute. I filed a dispute 5 times. XXXX said as long as Loan Care keeps stating their statement is true, there is nothing they can do. I also contacted Loan Care three times. The first time by phone, they found my account. The second time I called, they said they have no record of my account. I emailed with twice and no response from them. I filed a bankruptcy and took the hit, but Loan Care filed this after the fact and I have been damaged severely. My credit dropped 60 points due to this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 2 automatic payments were issued to this lender. Once I checked my checking account I notified the lender to please return one of the payments back to my account. I was told that I had to wait for the check to be cleared by Federal Reserve. After waiting 2 weeks were then told to get a statement from my XXXX XXXX. After that I waited and then told it was being handled. It made no sense that the check we asked to be returned was not treated the same as the check that was applied as the XXXX payment. Bothe checks came from the same account. If the 2nd check was such a difficult item to process why not reverse the payment send that money back to me and apply the 2nd check as the payment. No where was it indicated nor did I authorize a principle reduction payment. This company held onto my funds intentionally. On XX/XX/XXXX I finally received a check in the regular mail in the amount of {$480000.00}. The payment amount submitted was {$4800.00}. The {$4800.00} should have remained in my account and accrued interest at 2 % for the 19 days it was erroneously held by this lender in their bank. I am demanding the return of my entire payment that was deducted from my checking account and the interest lost on my money ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the 2nd week of XX/XX/XXXX, I received my annual Escrow Account Disclosure Statement. Since this is the first year with Loancare as my mortgage servicer, this is the first time they have provided me this letter. On the Annual Escrow Account Disclosure Statement, it was noted that I had an escrow surplus of {$150.00}. In other words, I had paid more into escrow than was necessary. As such, Loancare issued me a check for {$150.00}. Also on the Annual Escrow Account Disclosure Statement, my semiannual property ( county ) tax disbursements were listed. I own two parcels. For one of the parcels, the semiannual property tax disbursement transferred identically from XX/XX/XXXX to XX/XX/XXXX, which is accurate. For the second parcel, a rear, half acre parcel on which there is no structure, no improvement, no change, Loancare noted that my semiannual tax disbursement would increase from {$67.00} to {$1300.00}. This equates to a difference of {$2600.00} for the year! As a result, my monthly escrow payment increased from {$590.00} to {$770.00}. This is almost {$200.00} more per month. When I noticed this issue in early XX/XX/XXXX, I began calling Loancare. At the time, they said that this issue would be fixed by XX/XX/XXXX. It is now XX/XX/XXXX and I have had to make two mortgage payments that are almost {$200.00} more per month than I had planned. I did not budget for this. To date, I have called Loancare 7 times. I have sent them 3 emails via their customer service contact email address. I have received no response to any of the emails - either by phone, email, or mail. During those calls and within those emails, I have discussed the Annual Escrow Account Disclosure Statement, I have provided a link to my county auditor 's page for the parcel in question, I have provided the phone number to my county auditor, and I have explained the situation clearly and thoroughly. I don't know what more I could do - I've basically done their job for them, and yet they have taken no action on their end. Today, I was told that this process may take another month or more. Simply put, I don't have the money to continue to make monthly payments that are {$200.00} more than they are supposed to be. I don't know if Loancare is simply negligent ( i.e., they don't care about their customers at all ) or fraudulent ( they hike escrow payments in the hopes that borrowers default on their mortgages ), but something is amiss. This is the 6th property I've owned, and I have NEVER experienced a single issue with a mortgage servicer until now. Please investigate Loancare. If I - as an educated and experienced borrower - have been treated this way, if by doing my due diligence there has still been nothing done on their end, I shudder to think about what they're doing to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45601
Submitted Via: Web
Date Sent: 2019-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Care says that they never received my XXXX payment. I have had countless phone calls with them totaling countless hours on the phone. I have spoke to representatives, managers, supervisors, I have even had my bank on the phone with them. I have sent them countless e-mails with all the information they ask for to fix the issue. Each time Loan Care assuring me or us that they have the information they need to handle the problem and assured me it would be fixed. It is now unbelievably XX/XX/XXXX and it is still not handled. I have never missed a payment on anything in my life. This was my first scheduled payment with them once they got my mortgage from XXXX and obviously they didn't handle the switch correctly as every payment after was made the same exact way and they received it just fine. I am at my wits end with this company as they are unable to fix the problem and essentially stole my money. I have even had managers PROMISE me they would call me themselves at a specified date and time multiple times and they never got back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sent money and a letter to pay off my principal balance and they did not apply the money as directed. They deducted my monthly payment out and applied the remaining balance of the amount I sent. This left us with a balance due. I have been trying to get this fixed since the end of XX/XX/XXXX when they applied the money as they felt like not as they were directed. Called lender to get payoff {$11000.00}. Sent {$11000.00}. If you look at the Transaction Activity on the statement due XX/XX/19 you will see what they did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A