Date Received: 2019-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Care is servicing the loan which we fell behind on and we have been trying to get our short sale approved since XXXX. My agent says they don't know the process, they are asking her for things that are not legal, and now that the appraisal has been done and our offer is meeting the net, they will not send an approval. The underwriter 's name is XXXX, she will not return my agent 's calls. The supervisor we have been dealing with is named XXXX, he just continues to say that she will call us, but we have been in this loop for weeks. Today my agent called in 3 times, was on hold for over an hour and a half the 3rd time and was then disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the last two years I have been in a downward spiral with Loan Care. After I started the loan trial modification process and was at the tail end of it they have refused to send me the proper paperwork to sign for closing. I continue to make the payments that are not being applied to the mortgage but instead to the trial plan. I am in my 4th cycle of misdirection with Loan Care, and each time is the same. Trial Modification paperwork is mailed in the proper name so I can open, sign and return. I make the 3 trial payments needed to start the closing process. Then they mail the final documents in the wrong name so I can not open and sign. They put the house back in foreclosure status with a sale date. A month later they send me new trial modification documents with the proper name, and the process starts over. Each time the payments are made and applied to the trial and not to the mortgage. The last time they put it back in foreclosure it was stated that I had not made a mortgage payment since 2017. This is not true. Over the last month I have called 3 times a week, to get the paperwork sent out correctly. Each time they have stated that the paperwork is being processed with the correct name on mailing and I will be receiving it. It has not been re-mailed. It is evident that they have the capability to mail items in the correct name every time except when it is the closing documents, keeping me in the cycle of not being able to finalize my loan. 2 years is far to long of a process not to send the appropriate paperwork. PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77301
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I wrote and mailed a check for {$290000.00} to Loancare to pay down my mortgage on my new home in XXXX XXXX. The sale of my condo in XXXX fell through so I didnt want to use that money for this. I called Loancare and was told not to worry because it wasnt a certified check and it wouldnt be cashed. But it was cashed. Fast forward. After 5 phone calls and 4 hours of being held on Hold Im still no where with these people. My requests for them to wire my money back has not happened due to them not requesting the proper documentation at the onset of my request. It has been 16 days since they cashed my check. Ive sent them photos of both the front and back as requested of the cancelled check and still no results whatsoever. Im frustrated and extremely angry as Im losing interest every day that my money is sitting in their hands. I also need that money right now. Four hours of waiting on the phone has not a produced a real live person to get this thing resolved. Ive talked to several people earlier but nothing gets done. Dont think theyre crooks ; just inept. HELP!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I closed on my home with XXXX XXXX on XX/XX/2019. About a month later I received a letter of Servicing Transfer to Loancare , LLC. At some point both companies were claiming to be the company servicing my mortgage and I received statements from both companies in the same month ( XXXX ). Right now my credit report is showing like I have two mortgages and because of their faulty reporting, my credit score dropped to the 600s.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48910
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Prior to XX/XX/2019, had a loan on a rental property and loan with XXXX, XXXX XXXX XXXX XXXX XXXX SD, XXXX Never missed any monthly payments. I always pay in excess of the payment required. XX/XX/2019. Received notification that XXXX was going into bankruptcy and that my loan had been transferred/sold to LoanCare. Received a letter from LoanCare with payment address but no loan number. Loan Care, XXXX XXXX XXXX XXXX XXXX VA XXXX Payment address : LoanCare, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX I set up my bill pay to make the XX/XX/2019 payment on XX/XX/XXXX of {$770.00} ( in excess of amount due ) to the new address assuming the loan number was the same. After the payment was made, I received an invoice from LoanCare with a different loan number. I changed my bill payment settings, inserting the new loan number and verified the payment address was correct, and it was, and that payment was scheduled for XX/XX/2019 for {$770.00}. XX/XX/2019 LoanCare begins sending letters that they have not received any payments on the loan they assumed from XXXX as of XX/XX/2019 and threatening me with foreclosure. I was out of town until XX/XX/XXXX and received those letters at that time. In fact, as indicated above, I made a payment of {$770.00} was sent to Loan care on XX/XX/XXXX and another for {$770.00} was made on XX/XX/XXXX. I logged onto my banking system an confirmed those payments had been made and transactions completed. XX/XX/2019 Spoke with LoanCare customer service. They said they can find the XX/XX/XXXX payment, posted to the original XXXX account #. The representative has set up a request to move those $ to the correct account. Can not find the XX/XX/XXXX {$770.00} payment and asked for a bank receipt showing that amount. XX/XX/2019 Sent a letter to Loan Care summarized here : Loan Care LLC Attn : Loss Mitigation XXXX XXXX XXXX XXXX XXXX VA XXXX This loan was recently transferred from XXXX, The XXXX payment in the a-mount of {$770.00} was made on XX/XX/2019 ... Processed XX/XX/XXXX, confirmation code : XXXX. The payment was directed to the original XXXX account # as I had not yet received an invoice or account number information from Loan Care. Upon calling Loan Care rep on XX/XX/2019, the XXXX payment was found and the representative initiated a transfer to the correct account. The XXXX payment in the amount of {$770.00} was made on XX/XX/2019 ... Processed XX/XX/XXXX, confirmation code : XXXX. The payment was directed to the Loan Care account # as per Loan Care invoice. According to the representative I contacted on XX/XX/2019, the XXXX payment was not posted into the account and can not be found. I have contacted_BANK_ and they will be sending proof of payment directly to Loan Care. Please adjust the records. None of the payments have been late. XX/XX/2019 Spoke with the bank and they have a direct contact info with LoanCare and will send receipt of payment of the XX/XX/XXXX {$770.00} payment directly to LoanCare and cc : XXXX XX/XX/2019 Received confirmation from bank representative via phone call, that the receipt was sent. XX/XX/2019 Set up an online account with LoanCare. It shows they have logged no payments to the loan number. XX/XX/2019 Spoke with collections XXXX or XXXX?, no help at all. Just asked me constant detailed questions for identification purposes and could not help find these missing payment. Transferred me to customer service. On XX/XX/2019 Spoke with XXXX, in customer service. She sees the payment reversal request that has not been processed yet ( Really! Why was it not processed??? ) and it makes note that the XXXX payment needs to be 'searched for '. XXXX is going to escalate the payment reversal request to reverse the XX/XX/XXXX payment request and search for the XXXX payment ; and will add a notation that the bank has sent in a receipt showing the XX/XX/XXXX payment was made to this account. She is unable to verify that the receipt of XX/XX/XXXX payment was received by LoanCare, she is unable to verify whether my letter was received, and she is unable to attempt to look for the missing XX/XX/XXXX payment that was made, confirmed by my bank. Summary This disreputable company is apparently unable to properly log payments, unable to identify the payments made by people, they are making threats, sending out collection notices, and destroying my excellent credit. A search online shows I am one of MANY people experiencing the same issues with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I am writing to file an official complaint regarding the handling of my condominium closing and loan pay-off on XX/XX/2019. Due to the bankruptcy of the servicing company handling my loan XXXX XXXX XXXX, my loan was transferred to LoanCare effective on XX/XX/2019. This information was provided via email to the XXXX processor handling my condo closing XXXX on XX/XX/2019. Since I could not attend the closing, I received the closing documents on XX/XX/XXXX so that I could sign them. These documents still listed XXXX as the lender with the XXXX payoff amount. I signed the documents but indicated to XXXX that the information was incorrect. They assured me in writing on XX/XX/XXXX that LoanCare had been entered in their system and that they were in touch with them for the new payoff information. On XX/XX/XXXX I noticed that the deposit on my bank account was smaller than expected and I received the post-closing documents from XXXX listing two payments an incorrect payoff to XXXX ( {$110000.00} ) and a correct payoff to LoanCare ( {$110000.00} ). I immediately contacted XXXX to resolve the double payment and together with their representative we started calling LoanCare. LoanCare customer service indicated that they had opened an investigation and we would hear within a week. We never heard back. We started calling at one-week intervals and were given conflicting information from every person we spoke to, including managers to whom the issue was escalated. XXXX provided proof of the payment on XX/XX/XXXX, but later found out that the ticket had not been opened as LoanCare required proof of payment from XXXX. LoanCare indicated they would reach out to XXXX. On XX/XX/XXXX we were able to coordinate a 4-way call including a LoanCare manager, XXXX, XXXX, and myself. The XXXX representative indicated that the loan payoff had been forwarded to LoanCare immediately upon receipt on XX/XX/XXXX as part of a bulk payment. LoanCare was unable to trace the funds. In my latest discussion with LoanCare today ( XX/XX/2019 50 days after the closing ) and more than a dozen calls, there was still no information regarding the status of the search for my funds. Some LoanCare employees indicated that funds had to be located within 60 days of loan transfer and there was confusion if that would be by XX/XX/XXXX or XX/XX/XXXX. Written documentation from LoanCare regarding the payoff of my loan indicated that overpayment would be returned to me within 10 business days, i.e. XX/XX/XXXX. XXXX mishandled more than $ XXXX of my funds by issuing a double payment that had not been approved by me in the closing documents after I had been assured that the loan transfer had been correctly entered in their system. LoanCare had been unable to identify the funds from XXXX which were transferred to them 8 weeks ago even if they were put in direct contact with XXXX in my presence. Customer service and management have been terrible, contradictory and unhelpful. It is not possible to communicate with the departments handling the investigation and nobody seems to know what they are doing. At this point, I would like to be contacted by legal representative of both XXXX and LoanCare with a clear plan of action, since both companies are responsible. I will be seeking also legal counsel and report this issue to the appropriate regulatory agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 071XX
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Because we did a loan modification and filed bankruptcy we can not make our payment online and every time we have to call to make a payment we have to spend like 30 minutes or more waiting for someone to answer, and then get hung up I think this is not acceptable because they are still being paid and I think is abusive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an equity home line of credit through XXXX XXXX. They use LoanCare, A XXXX Company XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX XXXX Company for payment processing for their mortgages and equity lines. Also, www.myloancare.com is their website. I am unable to access my account information online anymore to make a payment, so I was instructed to call to make my monthly payments. Over the past six months, each month it became harder and harder to make a payment over the phone. The wait time increased each month. from 20 minutes, to 45 minutes, to 77 minutes, then in XX/XX/2019 I would wait on hold, then after 30 minutes I would get redirected to the main line and my " place in line '' was lost and the process would start over. I ended up calling XXXX directly and with the help of a customer service agent who after going through the same redirect issue I was for 40 minutes, personally transferred me to an agent to take my payment. Now, you can not get through on any line, all calls from XXXX and LoanCare connect to the same answering system, you are put on hold and after 30 minutes are disconnected. I have tried for 6 days to get through, all times of the day, hours each day. I have called XXXX main number again and I'm routed to the same answering system which disconnects after 30 minutes on hold. I even called XXXXXXXX XXXX and chose customer service for new loans on the answering system, was routed to an actual person, who couldn't help and handed me over to their supervisor, who was curt and rude and would only take my name and number and said they'd have someone from that department call me in a timely fashion. ( She didn't even ask what the issue was. She just needed me off the phone. ) So I XXXX their local phone number in Virginia and all numbers are routed to the same phone system that disconnects after being on hold for 30 minutes. I need to make my monthly equity line payment, which is now in the grace period due to the issue, so I'm not in default! I have no way to making this payment! I'm now even more concerned if they are even still in business. If I do finally get a representative to make my payment through, is it going to be credited to my account? I have exhausted all avenues to make this payment and need help! Here are the phone numbers that get routed to the answering system described above : 1. The number I'm supposed to call : LoanCare Customer Service : XXXX ( answering system ) 2. XXXXXXXX XXXX Main : XXXX ( answering system ) 3. XXXX Main XXXX ( option # XXXX = Customer Service Supervisor that can't help. Other options you can choose direct you to the answering system ) 4. LoanCare local Virginia Number XXXX, you get XXXX XXXX XXXX voice mail which directs you to dial 0 for customer service, which is answering system described above, or call XXXX XXXX XXXX XXXX, when you call that number you get XXXXXXXX XXXX voice mail directs you to dial 0 for customer service, which is answering system described above, or call XXXXXXXX XXXX XXXX XXXX, which is disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, this complaint is in reference to XXXX XXXX XXXX or LoanCare. In XX/XX/XXXX, I received a bill stating that my taxes were delinquent, but I was under the impression that my taxes were to be paid by XXXX XXXX XXXX or LoanCare through my monthly payment. After further review, it became apparent that the bill I received was for my supplemental taxes. Unfortunately, at that time, I didn't have access to funds in order to pay the supplemental bill in full and the county treasurers office suggested that I contact XXXX XXXX XXXX or LoanCare to see whether they would pay the taxes out of my escrow account. Upon contacting XXXX XXXX XXXX or LoanCare on XX/XX/XXXX, I was asked to email a copy of the documents to XXXX so that they could be submitted to the XXXX XXXX XXXX or LoanCare tax department for approval to be paid. While on the phone, I told the rep that I didn't want to hang up until she received my email just for good measure. After a few minutes she assured me that she had received the email and that she would forward the information to the correct department. After this phone call, I was under the impression that these taxes would be paid from my escrow account. The woman that I spoke to, XXXX, explained that supplemental taxes are not typically paid out of the escrow account but that because my account had enough money to cover the taxes and maintain the account minimum that she would submit them to be paid. I never heard anything from XXXX XXXX XXXX or LoanCare to the contrary that would inform me they were unable to pay the taxes from the escrow account. Fast forward to XXXX of this year and I received a letter from XXXX XXXX XXXX or XXXX and another letter from the county within days of each other. The letter from XXXX XXXX XXXX or LoanCare said that they were unable to pay my taxes out of my escrow account and the letter from the county tax collector said that my taxes were still outstanding. As you can imagine, I was shocked to find out that the taxes were never paid. At this point it is almost a year later, I have accrued an additional {$590.00} in interest on these property taxes due to the negligence of XXXX XXXX XXXX or LoanCare. Had I been promptly notified that these taxes would not be paid, I would have paid these taxes 10.5 months ago when I initially contacted them. This is a financial hardship for me to put together such a large sum of money on short notice. Had XXXX XXXX XXXX or LoanCare paid the bill as they said they would, or had they notified me in a more timely manner that the bill would not be paid, I would have not accrued as much interest. For perspective, the additional interest is approximately 18 % of the initial tax bill, obscene. Below I have attached screenshots showing the initial email that was sent to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX as well as the forwarded email from XX/XX/XXXX. I resent these documents to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX after speaking with another woman who said she could not see the documents on my file. Additionally, I'd like to note that when you call XXXX XXXX XXXX or LoanCare, they always say that the call is being recorded for quality assurance purposes. However, when I asked that they pull a transcript of the initial conversation so that they can see that I was assured by the initial representative that the taxes would be paid, I was informed that information must be subpoenaed by a court of law. At this point, I've gotten so much run around and so much conflicting information from XXXX XXXX XXXX or LoanCare, I am refinancing my house just to get away from this terrible company that has no regard for its customers. I have looked online for similar complaints and there are people all over the country who have had similar experiences with XXXX XXXX XXXX or LoanCare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Made partial payment of {$1100.00} on XX/XX/19 and a second payment of {$1100.00} on XX/XX/19 to cover my payment amount of XXXX. The company states they no longer take partial payments but would correct my XX/XX/XXXX payment accordingly. I have called over 20 times and have been told repeatedly the issue is being handled. It has been 29 days and its still not resolved. The company is my loan care/ loan care llc out of XXXX XXXX va.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A