Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, My complaint is with Loan Care. My account was just transferred over from XXXX in XXXX 2019. My problem is that they do not use their "unapplied" account to hold incomplete mortgage payments. Which I learned the hard way. I was behind on my mortgage about 3 months. I am XXXX XXXX so my income is not that consistent or timely should I say as things may happen with deals... I made an arrangement to make 2 payments because that is what they would accept. (Luckily in my job when I do get paid it's a lump sum but what about people that have regular steady pay and cant come up with XXXX in a mth...) I ended up sending in the wrong amount by XXXX. Instead of someone calling me they send ALL the money back to my account. This in turn made the amount I had available for the mortgage Payment less because I had other automatic payments coming through my account but of course the mortgage is 1st priority. This was my 1st payment with them so I had no idea they send incomplete payments back. Not only that but you have to make 2 pmts at a time if you are behind instead of you being able to send what you have. This also eliminates the option to pay your loan bi weekly as I had been accustomed to. It's a mess that I'm trying to fix.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with XXXX but due to the recent court ordered restructure to XXXX my loan was transferred to Loan Care, LLC. Based on the paper work I received any payment made after XX/XX/2019 was to be made directly to Loan Care, LLC. As I have explained to Loan Care, LLC I made my XX/XX/2019 Payment on XX/XX/2019 to XXXX because I would be out of town and at that time Loan Care, LLC information was unknown to me. On XX/XX/2019 I began to get notices from Loan Care, LLC that I needed to make my XX/XX/2019 payment to avoid late fees and credit reporting. I called immediately the customer service line to Loan Care and spoke with XXXX. XXXX, employee number XXXX, said it was not of Loan Care 's issue because they only take what XXXX gives them and I have 60 days to make my " missed payment ''. Frustrated I asked to speak to a manager at which he told me none were at the office. I then went on-line to both XXXX and Loan Care, LLC and emailed customer service attaching my payment history which showed two payments made in XX/XX/XXXX. I got NO response from either Mortgagee. On XX/XX/2019 I received mailing from Loan Care, LLC ( XXXX ) stating that " my mortgage is now two months behind. Unbelievable! I called immediately the customer service number provided on the letter. I was told this was a Virginia call center. The first customer service rep was a female but she ultimately placed me on hold till the phone disconnected. I called back. XXXX answered the phone. I explained to him the entire issue and he again stood by what XXXX had said, " it is not Loan Care 's issue. '' He further stated that XXXX went bankrupt and I needed to make this payment. I could not believe the lack of customer service or attempt to look at my payment history. Which come to find out is all on the Loan Care website! I asked XXXX for a manager but again no managers were on site. He said he could put a note and someone would maybe contact me in an hour or so but they will most likely tell me the same thing. I simply can NOT believe what I am hearing and the fact they didn't even try and understand what was going on. I looked further at my payment history and realized just before XXXX transference my loan to Loan Care, LLC they applied my entire payment to principal! I looked on Loan Care 's website and sure enough it shows two payment inXX/XX/XXXX with the later being applied solely to principal. CAN THEY NOT SEE THIS????? DO THEY NOT HAVE ANY RESPONSIBILITY TO UNDERSTAND WHAT IS GOING ON???? I have mailed a double payment today by check in which I CAN NOT AFFORD TO DO without major sacrifice. I expect that this will be applied correctly and further no credit reporting agency shall receive INCORRECT reporting of mortgage payments being late!!!! The WORST CUSTOMER SERVICE! Total Lack of accounting ability. This is uncalled for so many attempts were made to find and correct this error but NO ONE from Loan Care, LLC cared to even try. COMPLETE DISMISSAL. A mortgage company should have some sort of diligence to understand each and every loan, ESPECIALLY when the mortgagor is making numerous attempts to correct a situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past year had a mortgage with XXXX wholesale mortgage and never had a problem. My loan was sold to Loancare without notice. My employer was making my mortgage payments for me due to medical issues and sent in a payment XX/XX/XXXX for XXXX. I was told there would be no late fees for 60 days due to the sale of my loan. I had my employer send in the loan amount that I had paid for the past year because I had received no notice of increased amount. Loancare applied the payment to XXXX ' bill instead of XXXX, even though XXXX ' bill was not due until XX/XX/XXXX and I had been in communication with Loancare, noting on my account about my employer paying the amount and that it would be a little late because I had no documentation provided by Loancare to submit to my employer in order to pay the bill. Loancare is now saying that my monthly loan amount has increased over 100.00 per month, when my property taxes have stayed the same and my insurance has only increased roughly 12.00 per month. I have read many complaints as to the mishandling of loans by Loancare and every time I contact them, I get a different answer. I am now considered " in default '' of my loan because they refuse to send me a breakdown of the costs verifying that what they say is true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99337
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: MY COMPLAINT, New Residential Mortgage LLC LoanCare , LLC Acc # XXXX Recently XXXX sold my XXXX mortgages for XXXX different properties to XXXX XXXX although I get XXXX different statements, XXXX says XXXX XXXX and the other says XXXX XXXX. The first issue I had, which didnt appear for a couple of months, due to the transition, I noticed they added fees when I paid online and after the first of the month. I pay with my Social Security check which I get on the XXXX Wednesday of each month. I called and questioned the fees and mentioned that I had until the XXXX to pay, they informed me that if I didnt pay it on the first they could add fees. I also questioned why they raised my payment from {$1500.00} to {$1600.00} and she was rather vague but indicated it had to do with the escrow. On the other mortgage, XXXX, the payment remained the same but they added the fees for making my payment either online or by phone after the first, and I never had any of these fees with XXXX as long as I paid by the XXXX. I questioned how they could make these changes just because they purchased the loan from XXXX. The individual I was speaking to indicated they could do whatever they wanted to if I did not pay on the first. Just recently I received a letter that includes the annual escrow disclosure statement and it came from XXXX XXXX dated XX/XX/2019. It stated that there was an escrow shortage in the amount of {$5900.00} and it indicates that my current mortgage payment of {$1600.00} is going to be raised to {$2100.00} effective XX/XX/2019. They state the mortgage is owned by XXXX XXXX XXXX XXXX XXXX and service by XXXX XXXX XXXX. XXXX had previously increased my payment from {$1300.00} to {$1700.00} but then dropped it to {$1600.00} and then down to {$1500.00} which is what I was paying when XXXX XXXX took over my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-05
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: Had my loan transferred from XXXX to LoanCare. During the first payment cycle, I sent a physical check and remit slip that came from LoanCare, to their payment center. Check was sent on XX/XX/2019. XXXX XXXX shows received on XX/XX/2019 and cashed XX/XX/2019. LoanCare " can't find '' the payment and has been investigating for 4 weeks now with no resolution. Each week I have been calling to check in and the answer is the same thing each time : " we're working towards a resolution and I'd recommend giving it another week. '' I have tried to work out how to make my other payments while this one is investigated and each time I explain the issue with my escrow evaluation changing payment amounts between XXXX and XXXX, the reps mention that their system won't process the payments correctly until XXXX is paid. I don't feel like I should have to hold a company 's hand to this extent when I am trying to make my payments as normal. Starting on XX/XX/2019 : I started receiving pre-foreclosure letters because of missed payments. I am at a loss of words over this since I am doing everything I can to resolve the situation and get the payments made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98258
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello I have been working with the company Loancare who currently is servicing my mortgage for about {$210000.00}. The property is about 11 acres and over the last few years I subdivided the property from one parcel to 5 parcels. After I subdivided the property I put 4 of the lots for sale. I had one buyer that wanted to buy one of the lots on the property. I started the process with my real estate agent, title company to provide all the information that Loancare needed in order to process my request. It has now been about 4 months since we started the process and I have submitted all the paper work that was required and paid over {$1000.00} for an appraisal of the property. I have called over 20 times and sent countless email to Loancare and no one there can tell me where my request is at. When I ask to speak to a supervisors I get put on hold and then get hung up on. Their customers services is absolutely horrible and they are not address my request. I have always paid my mortgage on time. I would like to get some resolution around my request and have someone handle my case and acutally be able to speak to someone that knows my issues and can provide actual customer service. I have never dealt with any servicing company that is as bad as Loancare about even answering phone calls and emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my home was destroyed by a tornado. I contacted the mortgage company, LoanCare aka XXXX XXXX at that time. I requested a payoff statement per my insurance company request, and a check was mailed in XX/XX/XXXX for the full amount of the payoff ( {$48000.00} ). I called the mortgage company, and confirmed that the check was received, and that the loan was paid in full. My insurance company confirmed that the check cleared the bank on XX/XX/19. On XX/XX/19, I recieved a letter from LoanCare stating that the check was rejected, and was returned to me. I did not receive the check. I have made numerous calls to LoanCare, and have been told that the check was placed in a " suspense account '' in error, and the payoff would be rectified immediately. I sent a letter by mail and an email on XX/XX/19, asking that they apply the check to the account, with no response. I have waited the seven business days for a response, and have heard nothing. The check still has not been applied to the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LOANCARE, INC. TERRIBLE CUSTOMER SERVICE VIOLATION OF HOMEOWNERS PROTECTION ACT. Our loan recently got transferred to Loancare. We are attempting to reamortize the loan and/or to put cash down to get rid of PMI. We have attempted numerous times to contact the company to discuss our options, but are unable to reach anyone who will assist us. As this has been going on for 2 months ( about to be 3 ), we are about to make our 3rd payment where we will be unnecessarily paying PMI. We believe that Loancare 's terrible customer service is preventing us from getting our rights in the Homeowner 's Protection Act. DETAILS OF WHAT HAPPENED : Our loan was transferred from one lender to Loancare , LLC. around or before mid-XX/XX/XXXX of XXXX, very shortly after we closed on a house. During that time, we were attempting to put cash down on our loan and have the loan reamortized/recast as we had additional money to put down. This would avoid PMI and make our monthly payments lower. Shortly after it was transferred, we attempted to reach Loancare, but did not have our account number at that time ( as our loan had just been transferred to them ). They indicated it may take several weeks to get the documentation in the mail ... .but we would not be responsible for paying our first payment for 90 days ; as the loan was sold. Around XX/XX/XXXX, we received our first statement and attempted to call Loancare, but we were placed on hold for ~1 hour. On XX/XX/XXXX, we called loancare again, and explained the situation to them. ( Phone reference numbers can be provided if needed ). They requested that we send the request via email which we did. Between XX/XX/XXXX and XX/XX/XXXX ( 48DAYS ) ... .we attempted to follow-up with loan care several times. Most of these times after navigating through the multi-layerd automated system, we were either placed on hold ; or our account number was not recognized, and we had to start the automated process over again. An XX/XX/XXXX, I reached " XXXX '' and was on the phone with her from XXXX ( 1 hour and 35 minutes ). During this time period, XX/XX/XXXX was able to look up our previous call ( from 48 days earlier ), and indicated that we needed to include the dollar amount we wanted to include with our payment in another email. I sent this request via email, and received what appeared to be an automated email confirmation. ( ie : the same email I received 48 days earlier ). I asked to speak to someone who could help me with this request, and was told that they are working on it, and will reply by XX/XX/XXXX ( 56 days after the initial request ). This 56 day wait ; plus the wait it took before LoanCare would give us an account number ; has forced us to pay PMI for 3 months. We believe that under the Homeowner 's Protection Act ( HPA ), we have the right to eliminate PMI ... ..but are unable to due to Loancare 's terrible customer Service. I am afraid that on XX/XX/XXXX, the issue will not be resolved ... and based on this company 's pattern of customer service, we will either be placed on hold and/or only receive an automated email ; and not have the issue resolved ; resulting us not being allowed the rights that are spelled out in the HPA. After the phone call on XX/XX/XXXX, I asked to speak with a supervisor to discuss other options. I was placed on hold where there was an automated message saying " All the managers***To have them call back press**** ''. This automated message was muffled, so I was unable to make out what it said. I then automatically got disconnected. I attempted to call back, ( at XXXX ) but as of now ( XXXX ) ... I am still on hold. I am hoping that Loancare , LLC. can assist us with this reamoratizing/recasting/PMI issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As you will review, if you have access to my records, I have had many complaints again my mortgage company. In XX/XX/2019 I thought a resolution had been made with XXXX XXXX. At the beginning of XX/XX/2019 I realized that the issue was not resolved because my account was showing delinquent on my credit report. It stated I still owed for XXXX. The overall issue is this, which then brings me to my dispute with my credit report. They want to charge me {$400.00} a month for my escrow. When I calculate my escrow based on my Taxes and Insurance bill the basic math equals {$250.00}. If then I provide a 2 month cushion, the amount comes to {$290.00}. Currently I send in a check each month one for Principle and Interest = {$750.00} and then an Escrow check = {$290.00}. The billing department will put all of my money into Escrow because I am not equaling to what they say I owe which is {$1100.00}. Then my account looks delinquent when in actuality I have paid. They did this all last year and are starting to do it again. If I put on the memo line of my check what it is to be accounted for that should not be an issue. I also always include a letter with the same information. There has never been any dispute of this information provided to me in writing, I am only informed by my credit report. They never send me notifications or statements. The only communication I have is with XXXX XXXX. In the end all I want is to have my credit report reflect I make my Mortgage payments on time, because I do and I can prove that. If they choose to put the money toward Escrow and ruin my credit then I will continue to complain and may have to take further legal action which I really do not want to do. This saga has gone on too long and according to some research this company seems to have a lot of complaints and one lawsuit due to the same issues as I am having. If you are suppose to be looking out for the Consumer why does it take so long for these companies to be taken to court and made to account for their actions?
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuous complaint to complaint id XXXX. XX/XX/2019 I made payment to my mortgage company, it was returned due to me having fraud attempts on my bank account. Once I found I contacted my bank immediately to resolve this issue. Issue was resolved and I contacted the mortgage company to apologize and to resubmit payment. Payment was accepted and was advised by XXXX that the returned payment took me out of the modification program. I asked her why she said because during the trial payment I am not allowed to be late or have a payment returned. I continued to dispute it as I am no longer on the trial payments as that ended in XX/XX/XXXX and now XX/XX/XXXX placed me in the stage of starting over, which means I complied with the trial and am now given an opportunity to start fresh in XX/XX/XXXX. As the Agreement that I signed did not state that "if a payment is returned that the modification Agreement would be terminated". I have attached a copy of same for your review. I have attempted to make my XX/XX/XXXX mortgage payment under the modification agreement and was advised that it would not be accepted and I received a notification from XXXX and XXXX that LoanCare has marked my mortgage payment late. I am in desperate need of your help. I am a XXXX mother of XXXX kids and I am trying my hardest to keep my house but this company is doing everything possible to keep me from that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07205
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A