Date Received: 2019-08-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to get my VOM for Loancare for over a month, I have been assured several times that it would be delivered. The latest supervisor (XXXX) XXXX XXXX told me XXXX XXXX today...and to call back if it was not done. Now, XXXX XXXX and he won't even return my calls - I am a paying customer and do not derve this kind of treatment. I was told it would be here by noon last Friday by a supervisor, the next one hung up on me, and several customer service reps also because I said I would hold instead of getting a call back another company canned lie. Why do people want to hold you may ask, because I have put in 10 hours with Loancare since Friday the XXXX! As of now still do not have the request the customer is asking for...it says complete on their end, yet never received on my end. A XXXX 12 year old can resend a fax/email Loancare = XXXX!XXXX XXXX - is just a number to make you feel good - more XXXX!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 Loans that have been recently bought out by Loancare. I have made a total of 4 payments thus far. For some reason on my most recent bills, the first two payments made are missing in the Transaction Activity. No one from loancare/XXXX XXXX can give me an answer - and the money was in fact deducted from my bank account. I was told by a customer service rep to reach out and attach my bank statements as proof of payment which I did and then to call back. I called back and they told me I might receive a call back in 3-5 days - but if I don't, to call in a week.. I need this sorted as we paid our payments well on time. I do not want any missing payments or late payments on my credit report. I also have the payment confirmation emails dated XX/XX/2019 for both loans if you need those sent over.
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: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out to loancare servicing in regards to my MIP being totaled as we reached the 78% LTV ratio in XX/XX/2019.The home appraisal, per the tax assessor is $XXXX. I submitted documentation to Loancare in XX/XX/2019,as requested. I later spoke with a representative of Loancare who confirmed that the home appraisal figure was in fact $XXXX. The representing requested that the deletion of MIP be reviewed again inXX/XX/XXXX. With that being said, we received a letter stating we still were not approved to delete the MPI, when in fact we did qualify since our percentage of the LTV is currently at 77%.I have reached out to Loancare on three separate instances, yet have been unsuccessful in deleting the MIP. This is due completely to lack of due diligence in regards to Loancare. This is my last effort to resolve this issue before seeking legal counsel.The Homeowners Protection Act states that the services should have deleted our MPI once our LTV reached 78%. Please note:The Tax Assessor sends a copy of any increases or decreases to our home appraisal each year. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare, LLC is a mortgage lender who makes loans secured by real estate in New York, including the law requiring it to pay borrowers a minimum of 2% interest on money put in impound escrow accounts. LoanCare appears not to do so, and the complaint claim that the company has violated New York's Unfair Business Practices Act and breached its contracts.1) I kept asking Loancare to remove me from having an escrow account and wanted to pay the property taxes and insurance myself. They refused to comply with my request, stating it was mandated. When asked to show where this is specified, no one provided specifics and my follow-up requests were ignored.My account history shows the following:XX/XX/18 $XXXX Interest on Escrow applied and then deductedXX/XX/18 $XXXX interest on escrow, but it's not applied.I called Loancare stating that the escrow was not paid and asked they correct it and apply interest on escrow towards the principal. Specifically, to NOT place it in escrow, as I was continuously trying to get Loancare to remove me from having an escrow account, so that I can pay the taxes and insurance myself. They did not comply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX closed in XX/XX/2019. Loancare took over the loan. A mortgage payment was made in XX/XX/XXXXand XX/XX/XXXX using the old XXXX account number. XX/XX/XXXX payment was properly processed and credited to my account. XX/XX/XXXX payment was paid by XXXX XXXX (my personal bank) but not applied to either my former account number through XXXX, or my new account number through Loancare. I spoke with a Loancare representative on XX/XX/XXXX and was told they were looking into the matter. XX/XX/XXXX and XX/XX/XXXX were paid using the new account number and the payments were properly dispersed into the mortgage account. I have received certified letters threatening foreclosure, despite keeping in contact with Loancare every week about this matter. A proof of payment of the XX/XX/2019 payment issued by XXXX XXXX was emailed to Loancare on XX/XX/XXXX and a ticket number was issued to me to ensure proper communication. XXXX XXXX has also ensured me they are working to resolve the issue. I have also reached out to the XXXX XXXX XXXX. The only thing I am asking for is the money either given back to me, or the money dispersed to my loan account. It has been over 30 days since this problem has been brought to Loancare's attention, and I am frustrated by the lack of response and urgency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2019-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 my mortgage was transferred from XXXX to LoanCare. Immediately LoanCare issued a statement that I owed a back amount of $XXXX plus the current due amount of $XXXX for a total of $XXXX due as first payment. The back amount is in error as all payments where current with XXXX. I have statements showing this. I switched my auto payments over so the first payment due to LoanCare would be sent to them on XX/XX/XXXX and on the same date for following months. For the following 3 months LoanCare did not credit my account with payments even though they had received them. I have bank statements showing the electronic payments made along with detailed payment transfer information supplied by my bank. During this time I tried multiple time to contact their customer support to resolve this with the following the results. Phone calls during their established hours result in being hung up on by the auto attendant after entering the loan information. Attempts to create an online account to monitor my loan have been denied with a message to contact their customer support which multiple attempts at all number provided end in being hung up on after entering the account information required to get through the auto attendant. On XX/XX/2019 I followed their instructions and mailed certified a package of support and letter requesting resolution to their Resolution Center which was signed for on XX/XX/2019. I still have not received a response as of XX/XX/2019 and their has been no correction to the account. At this point LoanCare has refused to provide any viable means to work with them on resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Gentlemen! First of all, I did not choose this crooked mortgage Co : my previous mortgage servicer went bankrupt, the government took over the mortgages and gave them to the crooks under the name LoanCare LLC, without asking my opinion or consent. this company charges their customers bogus hidden fees. they charge me {$10.00} every month for making my monthly mortgage payment. they do NOT provide you with any other payment option that would allow you to avoid paying {$10.00}. this is a ripoff : this " fee '' was never disclosed to me nor I ever agreed to pay it. if they charge thousands of client {$10.00} each every month {$10.00}, that will add up to a nice chunk of money for them fordoing nothing, - not too shabby. and what prevents them to turn this {$10.00} bogus fee into a {$50.00} or a {$100.00} bogus fee next month? My account is paid on time before the due date, the representative on the phone was not capable of explaining coherently what the {$10.00} ripoff was for. can you please help me to understand why I am being robbed {$10.00} each month? I am a semi retired senior citizen, I work only 20 hours a week due to my multiple and serious health issues and I am still raising XXXX minor children, I don't have any spare money to give to every crook out there. thank you for your help.
Company Response:
State: NY
Zip: 118XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XXXX of XXXX. The loan was sold by my original lender to Loan Care a Service Link Company ( My Loan Care ). Since then I have been over charged for my MIP. They seem to be treating my loan as an FHA not a USDA loan. I was charged : {$840.00} In XXXX of XXXX {$830.00} In XXXX of XXXX {$810.00} In XXXX of XXXX and {$840.00} In XXXX of XXXX I am only supposed to be paying .35 % of the value of my loan which is about {$550.00} a year and that number should be decreasing due to paying the loan amount down. As you can see mine jumped back up to the origination amount. I started trying to resolve this issue in XXXX of XXXX with the loan company and they just steadily give me the run around and they promise I'll have someone call me back but that never has happened. I end up calling them and spending at least an hour if not more on the phone every time. I have consistently followed the step they ask me to and they do not follow through on their end. I have filed emails to create a paper trail, waited for the follow that never came. Spoken to a supervisor and waited for a follow up that never came and now i am wondering if there's anything that can be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was transferred to a company called loancare Im currently trying to payoff the balance owed with insurance checks totaling more than I owe. They keep stalling the process with either filing issues or even losing my check its not a hard task to deposit checks and process payment. I as well as many others I have spoken with agree that they are intentionally doing this to gain the extra interest. If I didnt pay it off myself and just sold it, the process wouldnt take as long. I currently am also due back over $ 14k for over payment. Customer service is highly rude. Thank you
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: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The reason for my complaint stems from a number of factors. My mortgage loan is with Loan Care and I have been desperately making all efforts to save my home through foreclosure by means of applying for Home Retention Programs that will allow me to retain my home. I have submitted several packages received form Loan Care and each review ended in a denial due to several errors made by Loan Care. I have brought this issue to them through the appeal process to only encounter the same errors. The error stems from the total income reported. The reason my loan fell behind was due to being placed on XXXX. I have submitted Home Retention Packages on the following dates ; XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019 in efforts to correct the mistakes made by LoanCare surrounding my income and unfortunately we have gotten no where. We have been denied for insufficient income to too much income which doesnt make any sense. The first denial was on XX/XX/2019 whereas they advised me the reason my loan was denied due to the 3rd party Vendor they contracted to perform a BPO never returned the results. After express my concerns and given that I had no control over the vendor they hired, they determined it was a mistake and re-opened my file for consideration of a loan modification. XX/XX/2019 I was advised verbally that my loan was denied due to " Insufficient Income ''. I requested what income and expenses they have recorded and they advised me that only the " Underwriter '' can go over that information and that I would get a call within 3 business days. That never happened. I called back on XX/XX/2019 and was advised to submit an appeal with an itemized breakdown of my income. I filled the appeal providing complete breakdown of the income as they requested. On XX/XX/2019 I spoke with XXXX and she advisewd me that the appeal was denied as of XX/XX/2019 and that it was denied because " XXXX Income '' was used. However, my income was not unemployment. It was XXXX income. The representative advised me that I needed to submit a new package but needed to omit the " XXXX /XXXX Income '' as this information is not considered. XX/XX/2019 I resubmitted the Home Retention Package omitting the " XXXX Income '' as they requested. On XX/XX/2019 I received an e-mail from XXXX requesting that I add the " XXXX Income '' to the application although she specifically told me that this income could not be considered. I followed her instruction and revised the application to consider the " XXXX XXXX '' on XXXX XXXX. She was also advised that the " XXXX XXXX '' would run out on the first week of XXXX and wanted to make sure she was aware of it. She advised me that she made a note. I also e-mailed her a copy of the " XXXX/XXXX Award Letter '' which also states a date that the funds would run out. On XX/XX/2019 I was advised that the loan modification was denied due to " Too Much Income ''. In speaking with the representative, I was advised that the " XXXX Income '' was used although the benefits ran out and that I could not reapply. This is truly unfair. My application was based on income that I no longer received and they were fully aware that the benefits ran out and they are unwilling to reconsider my application in light of this information. My hardship has been resolved and we are in the financial capacity to not only resume payments but afford our home as a whole. We are requesting for an adequate review of our finances based on true and factual information as it is truly my intent to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A