Date Received: 2019-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XX/XX/2019 we received notification that our mortgage was transferring from XXXX to Loancare effective XX/XX/2019 with instructions to send XX/XX/XXXX payment to Loancare and use XXXX loan number if information is not received as to new loan number if not contacted by Loancare prior to the due date. Information was not received so initial instructions from XXXX were followed and payment was processed by bank through EFT on XX/XX/2019. Approximately XX/XX/XXXX we received a message to call Loancare. This was done and we were informed that we were delinquent on XX/XX/XXXX payment. We then informed them we had proof of payment and that it was sent using XXXX loan number. The representative then was able to trace payment and said it would be corrected within 3 business days and also provided me with the new Loancare loan number since we still didn't have any correspondence. Since that time we have continued to receive phone calls on this delinquency and despite each time being promised they would " escalate '' the issue to have the payment " recognized '' the payment has not been recognized and calls have continued on a mostly daily basis. Please note that when calls are made there is never a person making them but are just robocalls ( Loancare 's term ) asking for us to return their call. Upon making those calls it normally takes anywhere from 10 minutes and longer to actually get to talk to a person and we are then immediately told the payment is delinquent. They posted our payment made on XX/XX/2019 as XX/XX/XXXX payment and calls stopped for 5 days and then began again as " XX/XX/XXXX payment not received ''. Since it is now 50 days since they received XX/XX/XXXX payment and approximately 30 days since we were promised their error would be fixed that their daily phone calls are basically harassment on their part. l
Company Response:
State: MD
Zip: 21114
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - My loan was thru XXXX - XXXX went into bankruptcy, loan was sold to LoanCare - LoanCare notified my of my new account number and where payments should be made Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX XXXX, PA XXXX - on XX/XX/XXXX I made my XXXX payment using the XXXX XXXX online billpay system. I owed {$1300.00} -- I paid {$1400.00} - On XX/XX/XXXX I received a statement from LoanCare indicating my XXXX payment was still due, and I now owed {$2700.00} for my XX/XX/XXXX payment. - XX/XX/XXXX I called XXXX XXXX XXXX to confirm my payment had been sent via online BillPay. They confirmed it was sent and provided ACH transaction # XXXX - On XX/XX/XXXX I called LoanCare to discuss the missing payment. I was told to email them with the detailed information. Including a copy of the check used for payment ( front & back ). I told them this is an ACH Transaction, meaning payment went directly to them on XXXX. I do not have a physical check to copy. send email to XXXX During this call I asked to confirm my account # and payment information to ensure my XXXX payment did not have the same issues. The person from customer service confirmed my account number but they provided a different mailing address. Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX, CA XXXX - XX/XX/XXXX I sent the email, they responded with email confirmation and provided LoanCare ticket # XXXX - XX/XX/XXXX I went to XXXX XXXX online bill pay Confirmed the account number was correct, it was Updated the mailing address to the new one provided in the call with LoanCare - XXXX I called LoanCare to follow up on the ticket They reviewed the notes on my account, and updated the notes with the ticket number stating I had missing information in my email. I asked to escalate the ticket, they stated they did and the ticket now had a close date of XXXX - XXXX I made my XXXX payment using XXXX XXXX online billpay in the amount of {$1400.00} - XXXX I called LoanCare to follow up on the ticket LoanCare confirmed my XXXX payment was recieved, the payment was posted to my account with a XXXX payment date Person indicated the XXXX payment should be added to my account by XXXX. I was instructed to begin using the LoanCare online system and to verify my information before I make any calls in the future I should verify the payment is posted in the afternoon - XX/XX/XXXX I called LoanCare to follow up on the ticket the first payment ( XXXX payment ) is not posted to my account The customer support person told me to send a copy of my statement indicating the payment being made on XXXX. I should sent this statement in an email including the history of my calls. XX/XX/XXXX I sent the email of my calls to XXXX indicating the account #, ticket number, including phone call history and attaching a copy of my online bank statement showing gthe payment coming out of my account on XXXX - XX/XX/XXXX Confirmation email received from LoanCare confirming my ticket number indicating it would take 2 business days for resolution - XX/XX/XXXX Received email from LoanCare indicating my bank statement was not sufficient proof of payment. They againrequested a copy of the check used for payment, front and back. XXXX I called XXXX XXXX bank opening ticket # XXXX to trace the online billpayment for XXXX. I need to allow 3 business days for the trace XXXX Called XXXX XXXX to follow up on ticket. XXXX has been calling LoanCare to verify payment for XXXX XXXX was asked to fax over proof of payment ; documentation was faxed to LoanCare at XXXX LoanCare is now researching XXXX Called LoanCare to follow up on ticket They indicated the information from XXXX XXXX XXXX was not sufficient proof of payment. I was asked to provide the transmittal number XXXX I called XXXX XXXX XXXX to ask for the transmittal information, and have it sent to LoanCare. XXXX confirmed they sent the transmittal information for the XXXX payment, they were supposed to send the one for the XXXX payment. They will send the correct one today XXXX I recieved a call from XXXX at XXXX XXXX XXXX We placed a 3way call to LoanCare to discuss my open ticket. LoanCare, XXXX, and myself reviewed the ticket information to fill in any missing information onto the LoanCare ticket LoanCare once again indicated they need the proof of transmittal for the XXXX payment XXXX sent the proof of transmittal while we were on the phone. We asked that notes be added to the ticket to indicate the length of time I have been working on this issue, and that no negative credit bureau reporting or fines should be completed on my account. Ticket escalation was requested. - XX/XX/XXXX XXXX called to confirm receipt of the transmission He was told it was received, and the payment was found. It should be posted to my account within 3-5 business days. The payment had been applied to someone elses account, and will need to be removed from that account and applied to mine. - XX/XX/XXXX After verifying the payment is not showing on my account via the online LoanCare site, I called XXXX at XXXX XXXX to do another 3way call with LoanCare The person on the phone indicated the payment has not been made, we asked to talk to a supervisor, after waiting over an hour a supervisor joined the call The supervisor is only able to escalate the ticket adding a critical priority. The new ticket for the escalation is # XXXX He indicated I should recieve a call from someone at LoanCare ( a person, not an automated call ). At best I can hope for the call within the next 3 business days, but it may take longer then that. He was unable to provide a timeframe. We once again requested a note be made to the escalation indicating no negative reporting or late fees be applied. He said he could not say the note would make a difference, and when the negative reporting and fines hit my account I could call back and request they be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53005
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
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: My mortgage is with Loancare and I was affected by a hurricane and I was una disaster area and was in a hurricane monoturium with HUD after I was put in a modification trial and completed it and then was given the permanent modification all payments have been on time and no lates but the lender keeps putting me that I have late payments and has been destroying my credit that have gone back and fixed this issue already 2 times and now they did it once again I need this to stop happening and need to stop hoping and praying that someone does not mess up my credit every month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, My mortgage loan was with XXXX for years and recently our mortgage loan was transferred over to Loan Care. Loan Care is in XXXX XXXX, VA. Since the transfer Loan Care has been difficult to contact. Wait times to speak with a representative are well over an hour. For a working family trying to pay bills this is difficult to be on hold during working hours. My loan was in default and I submitted all of my loss mitigation paperwork as Loan Care had recommended. I received an email back from XXXX XXXX and she was requesting additional paperwork. She wanted 30 days of paystubs, Pension Award Letter, 60 days of bank statements, XXXX tax returns, purchase contract, listing agreement with MLS, HUD1, Buyer proof of funds, and 3rd party Authorization. After receiving this email I was very confused because I did not have some of these items. We were not wishing to sell our house. I stated on the initial loss mitigation paperwork that we wished to keep our house. I still have the original email I sent. I attempted to call Loancare again. My wait time was well over an hour. I did end up talking with a lady. She informed me that I had checked the box " Wanting to sell the house '' on my initial loss mitigation paperwork and needed to send more information about how I did not wish to sell the house. I looked back at my email and I had checked the correct box. Loan Care was incorrect in there request. However, communicating with them is almost impossible. My husband I and were told our house was inactive foreclosure and we were going to lose our house. Loan Care had XXXX XXXX in XXXX California overseeing our forclosure. I contacted XXXX XXXX for a reinstatement balance because I could see working with Loan Care was next to impossible. I received a payoff balance to bring us current. My husband and I were able to come up with the funds. I submitted a check for {$7600.00} to XXXX XXXX on XX/XX/. This amount included attorney fees, title fees, and much more. On XX/XX/, I logged into my Loan Care account and was confused as to how my funds were applied. I attempted to call Loan Care again. I was wanting someone to explain to me how much money Loan Care received from XXXX XXXX and how my funds were applied to my account. I spent an hour and 15 minutes on this call. I was transferred 3 times and talked with 4 different individuals. Not a single one of them could tell me how much money was applied to my account and how it was dispursed. On XX/XX/, I talked with a man in collections who transferred me to XXXX, she could not understand how my funds were applied so she transferred me to XXXX. XXXX said he could not explain and transferred me to XXXX. XXXX was also at a loss as to how my {$7600.00} was dispersed. XXXX recommended I email Loan Care at XXXX to get my questions answered. I did just as she suggested after hanging up the phone. I sent Loan Care an email on XX/XX/XXXX, and have not received a response. Loan Care is a mortgage servicing company and should be able to provide me with the information I am requesting. I find it frustrating and unprofessional to treat customers the way I have been treated. I simply want and explanation as to how much money was sent to Loan Care from XXXX XXXX and how my funds were applied. Also, Loan Care should have an easier way for customers to contact the company. Please Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97603
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2009, a mortgage with XXXX was discharged in a Chapter XXXX bankruptcy. The debt was never reaffirmed. I have documentation from XXXX stating exactly that. The loan has been sold multiple times. The most recent purchaser has reinstated the debt and reported with the credit Bureaus. The debt was never reaffirmed with any owner of the mortgage. This company is in violation of federal laws pertaining to bankruptcy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63379
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to XXXX Loan Care LLC. I sent in a payment for {$1800.00} on XX/XX/2019. They cashed the check but applied the loan proceeds to a wrong account number. I notified them of this via Phone call to customer service. I spoke with XXXX. She said it would be reversed and posted to the correct loan in 4 to 5 business days. After 5 business days, it was not corrected. I called Back. This rep said she could see it was in process and check back on XX/XX/XXXX. I called and spoke with XXXX at XXXX on XX/XX/2019 and was told that nothing had been done.She did not know when it would be taken care of or what it would take to get cashiering to get the payment posted correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99352
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019-Loan was transferred over to loancare. Called to make sure everything was set and that my winter XX/XX/2019taxes would be paid. They assured me they would be. XX/XX/2019- I received delinquency letter that my winter taxes were not paid. I have called & emailed multiple times to get this resolved and its been over a month and its end of XX/XX/XXXX now. I dont know what else to do. I also emailed them a copy of my current summer taxes with updated number and still no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from LOANCARE , LLC regarding loan number # XXXX, that my hazard insurance is not renewed for the year XXXX. My insurance renewal date is mid XXXX. I immediately contacted my insurance and reactivated my hazard insurance, and they inform me that the reason for cancellation was lack of payment by the mortgage company after repeated attempts.Subsequently I was informed by LOANCARE that I have to pay {$2300.00} for some hazard insurance that they paid for in XXXX. I send them a dispute letter on XX/XX/XXXX, basically complaining that they misled me in having hazard insurance, exposed me to one year of potemtial loss of property risk. I also requested the followings : 1. Please provide me with copy of insurance you purchased and a copy of any attempt that you tried to notify me of the situation from XX/XX/XXXX through XX/XX/XXXX. 2. Please explain why my tax breakdown of XXXX received in XXXX of XXXX still shows that my original insurance was paid via my escrow account. 3. Please provide the reason why my original insurance was not paid as being claimed by XXXX XXXX insurance. 4. I further requested that why I am being charged with PMI although I have paid more than 20 % of my original house value. I just received a letter from them ( yesterday XX/XX/XXXX ), totally ignoring my request, and demanding the full payment. To me this is totally unacceptable and violating my rights as a citizen. They are not accountable for what they have done with my money ; such as what happened to the payment in my escrow account, money paid for PMI payment, and why I was not provided with any timely notification. I have the copy of my dispute letter and a copy of registered mail which was received by ithem ( see a copy of the letter in the attached file ). There is also a general confusion of whom I am dealing with ; XXXX XXXX XXXXs, loancare services, or insurance center, etc. This is like a maze and there is no single point of contact with physical address ( they all have PO Boxes ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Failure to provide written response within 30 days to a request to remove PMI. I sent a letter with supporting documentation to LoanCare by certified return receipt mail that was delivered on XX/XX/2019 to the company. I received a letter dated XX/XX/19 stating that I would receive a response within 30 days of LoanCare receiving my letter on XX/XX/19. Today is XX/XX/19 and the company has failed to respond within the required timeframe. I have tried to call their mortgage resolution department at XXXX during business hours numerous times, leaving a message each time asking for someone to call me with no response. Original loan : {$230000.00} Current balance : {$130000.00} 10+yrs and I can't seem to get them to drop the PMI. The loan balance has been well under the 80 % loan to value mark for many years. I'm tired of paying $ 80+ per month for PMI. Please help! Thanks, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with XXXX. XXXX is in bankruptcy, and my mortgage payments were set to Auto-Pay through my bank 's ( checking account ) bill pay service automatically remitted to XXXX loan account. These payments continued to be made. After return from vacation I find a statement from XXXX in my XXXX XXXX , stating that I owe an outrageous amount for non-payment of mortgage for 3 months ( {$1300.00} ) where monthly payments with prior company XXXX were {$450.00}. I never received anything from XXXX, and I never received anything from XXXX XXXX that my account is being transferred or who to contact, where to make payment etc .... All I have is a single piece of mail from XXXX XXXX with a payment slip for {$1300.00} ( versus my monthly fixed amount {$450.00} ). As per my understanding of requirements during mortgage service transfer ( 12 CFR 1024.33 ) - 1 - The old company XXXX XXXX - i.e. Transferor of service ) was required to send me a Notice of Transfer no less than 30 days before effective date of the transfer of servicing of the mortgage. - 2 - The new company ( XXXX XXXX - i.e. Transferee of service ) shall provide the borrower notice no more than 30 days after effective date of transfer. - 3 - Notice of transfer shall include : ( i ) effective date of transfer ; ( ii ) name, address, and collect or toll-free telephone number of employee or department of the TRANSFEREE of service so that the borrower can obtain answers related to servicing transfer ; ( iii ) name, address, and collect or toll-free telephone number of employee or department of the TRANSFEROR of service so that the borrower can obtain answers related to servicing transfer ; ( iv ) date on which the TRANSFEROR will cease to accept payments and on which TRANSFEREE will begin accepting payments ; ( v ) Whether the transfer will affect terms, and any actions the borrower must take ; ( vi ) statement that the transfer of servicing does not affect any term or condition of the mortgage loan. NONE OF THE ABOVE 3 points and sub-points were completed by either XXXX or XXXX XXXX. All I receive is a slip to pay to XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A