Date Received: 2019-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare fraudulently resubmitted an online billpay check to my credit union. The second payment from my account taken on XX/XX/19. The initial payment was paid by my credit union on XX/XX/XXXX, then Loancare retried it on XX/XX/XXXX and my Credit Union paid it again causing overdrafts, etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage company is trying steal {$3000.00} Plus dollar to put in escrows account of mines as they are saying it for an property tax.I double check with my county and they inform me there was no payment or back payment due. They won't provide me with any document of the payment was made but Inform me it was for my property. I check the email they made the payment to and it was for an different county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) When the old account " XXXX '' transferred to the new account " XXXX '' the principle payments were not applied. This resulted in my balance being reset. The payment amount also changed. This is an interest only loan associated with my main mortgage. I financed my down payment through a mortgage program offered during my transaction. This is also reflected in my closing documents. I now have a billing statement that went from $ XXXX to {$1300.00}. They're also charging escrow and principle on this loan which is not allowed. I have contacted this company multiple times, but no one has corrected this issue. I want to get this resolved. I have never been late on any payment and shouldn't have to chase the bank down to rectify this error. The larger loan seems to be correct, but I would like to see how the payments were applied just to verify that the principle balance is being reduced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My {$100000.00} cashiers check is " lost '' after LoanCare LLC received it via certified mail. One week has gone by and the company has asked for my receipts. Prior to sending our principal payment, we called LoanCare LLC to understand the process for making large principal payments. Although we preferred electronic payment using their own website, we were asked to send the {$100000.00} cashiers check via mail. We verified the approached and the address with them prior to making this large principal payment. We sent a {$100000.00} cashiers check with the account number on the check via certified mail to XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, PA XXXX. We documented the process with pictures. After 1 week, they still have not credited the account even though the certified mail shows that they received and signed for the check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18902
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was purchased and taken over by LoanCare , LLC I was making my full payments on time but would pay partial payments through bill pay services with my bank before the due date or 15 day grace period. I made a payment by bill pay {$320.00} that cleared my bank account XX/XX/XXXX for due date XXXX I made a payment by bill pay {$1200.00} that cleared my bank account XX/XX/XXXX for due date XXXX {$320.00} + {$1200.00} = {$1500.00}, total due was {$1500.00} on XXXX I made a payment by bill pay {$670.00} that cleared my bank account XX/XX/XXXX for due date XXXX I was planning to make the rest of my payment on pay day XXXX before 15 day grace period which would have been XX/XX/XXXX. I received a letter that stated that I had missed payments so I called on XX/XX/XXXX, I was informed that they don't accept the partial payments, only in full payments. They were willing to help me out and reverse all the payments that I made that applied to principal and apply them to my monthly payments. They agreed to reverse all 3 of the above payments that I made. I was told they were all set up and would take 7-10 business days. I called again on XXXX to make sure the final amount owed for XXXX was correctly applied to my XXXX payment rather than my bill pay services through my bank. I paid {$850.00} on XXXX for a total payment of {$1500.00} for my XXXX payment due XX/XX/XXXX with grace period. Amount due total for the month was {$1500.00}. I also went over the reversed payments and all the dates and amounts again and was told everything was still in the process or completed. I received another notification that I was still missing a payment and was in 30 days of default and may lose my home to foreclosure. I called again XXXX they informed me I was still missing {$320.00} towards my payments and that they would set up the {$320.00} again for reversal from principal to apply to payment. In the mean time they reported to the Credit Bureau that I did not make my mortgage payment and it dropped my credit score by almost 120 points. I made every step to correct this back in XXXX and there should have been no reason why they should have reported it to the Credit Bureau. They assured me several times that all payments were going to be reversed and correctly applied to my payments and that there would be no late payment and my account would be in good standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY LONECARE, LLC This company has failed to assign money we sent for escrow and has charged us two months at the incorrect price. We've called both months and we were told the 1st month that escrow would be applied and our payment would be {$1500.00}. Then we called last month and we asked for the escrow amount, which was sent with the coupon sent we received from the company the mail, to be refunded to us because that extra amount was fraudulently charged sinxe the departments didn't enter our money properly. We have since spoken to 3 people, 1 manager, 1 case elevations person- still the money is in our principle account and not the escrow we allotted it to. The company says we now have a deficit and we owe. On top of the incorrect amount being taken 2 months and about to be a 3rd. {$180.00} was supposed to be refunded to us- we emailed a dep to treatment and got a code for the refund to go to come to us in a check. We called and they've again told us they have no money in the escrow and thereby have no money to return to us. We did not give permission for the {$1600.00} to be charged in the month of XXXX and XXXX. We gave permission as of XX/XX/XXXX {$1500.00} to be auto-drafted for our new monthly principle. With our escrow paid in full- as we sent a check and have a copy of the memo line alotting it for escrow ONLY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX ( LoanCare company ) took over my mortgage in XXXX XXXX, my previous mortgage company must have sold it to them due to their bankruptcy proceedings with XXXX DA 's office ( XXXX ). I paid my mortgage by check due date XX/XX/XXXX without issue, for the amount of {$910.00}. I then received an escrow analysis statement, dated XX/XX/XXXX, stating if I did not pay {$1000.00} shortage, my monthly payments would grow to {$1000.00} per month. I decided to pay the lump sum, and keep my payment lower ( if shortage paid in one lump sum, the per month would be {$950.00} ). I paid this shortage with a personal check, and mailed it, with the escrow shortage ticket, on XX/XX/XXXX. I also noted the check was for ESCROW SHORTAGE on the check. I then received my new mortgage statement for XX/XX/XXXX for {$1000.00}. I needed to wait until the check was cashed to requested an updated statement. Once deposited on XX/XX/XXXX, I called LoanCare for an updated statement on XX/XX/XXXX. After a few days, nothing. I called again on XX/XX/XXXX, asking what was going on. I was told it sometimes takes a week, and then it was 'escalated ' to urgent. Nothing was mentioned to me of anything wrong, other than the process apparently takes more time than I think is required. I waited another week. Even though I have a grace period until XX/XX/XXXX at XXXX XXXX, I do not like waiting to pay my mortgage, I pay ALL my bills on time/early. No statement came in the mail, so on XX/XX/XXXX I called back fro the third time and requested a supervisor. XXXX then informed me of the escrow problem. Even though I had been calling in the weeks prior, no representative informed me that my escrow shortage payment was applied incorrectly to my account. I was naturally upset, I had repeatedly called for new invoices but no one felt the need, until now, to tell me that the payment had been botched. XXXX said it would be done by the end of the day. In the interim, I signed up to see my account information online, but did not add my bank account information. By XX/XX/XXXX, the issue had still not been resolved. I called again, was put on hold for over XXXX minutes. I simultaneously called on another phone line, and XXXX picked up. He was very helpful and put me through to another supervisor, XXXX. She explained that even though it was put in to be done, it would take until XX/XX/XXXX to be completed. I had a very long, and unsettling, lecture for her. Why was this not taken care of expediently in the first place? How am I supposed to trust my payments are applied, AS INDICATED, when I use the correct payment tickets and make notes on the check? Why does this have to take so long? I also verbally confirmed with XXXX that once these processes are finished, I would pay my XXXX mortgage {$950.00} by check with a new invoice ( which I would yes, again have to call and request ). I also impressed upon her how these are her company 's issues and I will not be cited for a late payment, any fees, OR a hit to my financial record because of this ridiculous debacle. I also made sure to tell her that I would not be using online payments, since I clearly can't trust her company to do anything correctly or in a timely manner, so trusting them with such information would be unwise. As of today, XX/XX/XXXX, at XXXX XXXX, my online account is still reflecting the incorrect payment amounts, and the escrow has not been correct. I called about 20 minutes ago, and was told it should 'post ' by the end of the day, meaning I have to wait until tomorrow to request a new mortgage invoice to reflect the correct monthly amount, wait a week for it to be mailed to me, and then return it with the correct payment. These people are screwing with my money, and my financial well being by not being competent enough to process such things in a timely, honest, and correct manner. As of XXXX XXXX on XX/XX/XXXX, my issue is STILL not resolved. I want to know why they can take a month to correct such a blatant issue due to their own incompetence and negligence in handling my correctly submitted escrow shortage payment, and how I can protect myself from being liable for any potential black marks on my financial record/credit. I can not afford the monthly payment now that they refuse to fix the escrow payment shortage as I instructed them. I have all the documentation, attached are the mortgage statements, escrow disclosure statement, and my cancelled check showing it was labeled correctly. I do not feel comfortable attaching that information without proper encryption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have paid my lender for an appraisal and the value came back at {$520000.00} and i have paid down my loan to below 75 % LTV. I have not been late on my mortgage for at least 24 months. I have requested multiple times that my Lender remove PMI since my LTV is 74.85 % now but they are not removing it. They are saying based on the original purchase price my LTV is higher than 80 %. My Loan Amount : {$380000.00} My Appraised Value : {$520000.00} I have included a copy of the appraisal as ordered and provided by the Lender and can verifying a property value of {$520000.00}. The Lenders website is also showing a property value of {$520000.00}. Please help as the Lender keeps making excuses and not removing the PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage servicer, XXXX, was bought out by LoanCare. When LoanCare took over, I received a new address and loan number to send in my payments. I did that timely for each month the loan payment was due. After month one, XX/XX/XXXX, LoanCare said they did not receive my payment. I let it go thinking they needed time to find me in the system. After month two, XX/XX/XXXX, my payment was again not received, or so they said. What was really happening was my payments were not being applied to my account specifically due to their error. After speaking with them on multiple occasions, they could see the payments were made but had been pointed to the wrong account. I was told initially that they would handle the problem. The final time I called, because I received another letter ( or two, I can not remember ), that threatened fore-closure, I was told that it would be taken care of in 3 days. That was XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating that I was in Pre-Foreclosure! My loan is not in arrears and the company, LoanCare is absolutely in error with my payments!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 991XX
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan was transfer from XXXX, who filed Ch. XXXX to LoanCare. Prior to my transfer I had requested a cancellation of my escrow, which was confirmed by XXXX. Something did not transfer right, only the insurance portion was canceled. When I made my payment without the escrow amount I was charged a late fee. I quickly resolved the issue but have been fighting with LoanCare for 4 months to have the fee reversed and apply my payment correctly. After I was told in XXXX & XXXX that the fee was reversed on XX/XX/XXXX and the overpayment that was put to the principal curtailment would be adjusted if I paid X dollars in XXXX. After my XXXX payment I received a call that nope I was given misinformation and that now I have a short payment again. I have requested that they pull the phone recordings to prove that it was not my fault and that their customer service confirmed the information. In the meantime they are refusing to complete the cancelation of my escrow because I have a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A