Date Received: 2019-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint with XXXX XXXX XXXX , XXXX, but I think I should be fling a complaint against LOANCARE , LLC because they are the ones who transferred my service. You used to think that if a mortgage company transferred/sold your loan to another, it was a good thing. I do not think this is the case. XXXX is a collection service. Transfer was XX/XX/XXXX one month after closing. closing was XX/XX/XXXX. I did review the Notice of Servicing Transfer and I have logged in many calls to XXXX. Confusing because XXXX number is XXXX. I used to pay {$720.00}. They were late posting the initial money from closing. On XX/XX/XXXX I spoke with XXXX about payments and how to do them online. I paid XX/XX/XXXX. Back then I had questions about the escrow. This is when the amounts did NOT agree. Then, they said I was short, it THEY were over paying. I saw this reflected on monthly statement of XX/XX/XXXX ( statement date ) and ( payment due date ) of XX/XX/XXXX. Then on XXXX/XXXX/XXXX I got a statement from LOANCARE LLC with a new amount of {$690.00}. ( Everyones Mortgage goes down, so I thought nothing of it. I have heard of VA Relief Program and other reasons for decreases, even on a fixed rate, so I thought nothing of it. ) Until, LOANCARE decided to transfer me over to XXXX which started at total amount due : {$690.00}. And that is when from then on it seems they PASSED there buck onto to me. And on XX/XX/XXXX the amount changed again to {$710.00}. I am So fed up with all this. I have shared with my family that if for any reason I drop dead, SUE them for duress, because from then on I have tried to solve the problem with both of these with only one headache after another. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage service changed from XXXX to XXXX XXXX loancare. I had my online bank setup for the new address but did not have new account number. The old account number from XXXX. Mortgage payments were sent via online to Loan Care service XX/XX/XXXX for XXXX statement and XX/XX/XXXX. I found out that payments were not credited to my mortgage ; XXXX XXXX was contacted and I was told to submit proof of payments to their research department. This information was submitted XX/XX/XXXX showing online payments and how online banking had old account number. My bank submitted notarized statement to XXXX XXXX loancare that XXXX and XXXX were paid. The banker received statement that it was recieved and assigned case # XXXX. My brother submitted email to customer service on XX/XX/23 and there is case # from XXXX XXXX Loancare # XXXX. During this time I have gone through XXXX, XXXX, and XXXX for XXXX XXXX. XX/XX/XXXX there was contact with XXXX XXXX and XXXX # XXXX said issue would be resolved by XX/XX/XXXX. XX/XX/XXXX XXXX # XXXX said that it would be resolved XX/XX/XXXX. I am making my payments but XXXX XXXX says my loan is in default. My brother has been helping me and paper work was submitted so that he could talk to XXXX XXXX. My XXXX has been removed and I am unable to talk. I can provide bank statements and other proof. I am heard that this company has very bad reviews and similar cases have occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred by XXXX to Loan Care on XX/XX/2019. Loan Care is supposed to be automatically debit my bank account {$1700.00} for my monthly payments. I was double-debited in XX/XX/2019 and have been trying to get my {$1700.00} double payment refunded. Details of my communication with Loan Care are shown below. XX/XX/2019 - My account was debited {$1700.00} for my XXXX monthly payment. XX/XX/2019 - My account was debited again for {$1700.00}. This was a double-payment for XX/XX/2019. XX/XX/2019 - Sent an email to paymentresearch@myloancare.com to report the double debit payment and request a refund of the XX/XX/XXXX payment of {$1700.00}. XX/XX/2019 - My account was debited {$1700.00} for my XXXX payment instead of the XXXX of the month as scheduled with Loan Care. XX/XX/2019 - Called Loan Care Customer Support and talked to XXXX to ask why my account was debited on XX/XX/XXXX instead of XX/XX/XXXX as scheduled. She said that my next payments will now be auto-debited from my bank account on the XXXX of every month. She also sent a request to process my XX/XX/XXXX {$1700.00} payment refund and asked me to resend my old XX/XX/2019 email to paymentresearch@myloancare.com. I copy-furnished the email to customersupport@myloancare.com. I was told to wait 5 days for the refund. XX/XX/2019 - Called Loan care Customer Support and talked to XXXX to follow up on the XX/XX/XXXX {$1700.00} refund. XXXX advised to follow-up after 2 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare initiated the transfer of servicing my mortgage without publishing the new account numbers they established, resulting in Loancare misapplying two of my payments. Currently, I still have one payment that Loancare has not applied to my account, and I am facing the end of the 60-day period that late fee and negative credit reporting are suspended following a mortgage servicing transfer. I fear that my credit will be negatively impacted due to Loancares poor execution of the transfer of servicing of my mortgage. Due to extremely unresponsive customer service, I have spent many hours on the phone, researching the Loancare website, and writing email messages without adequate resolution to my problem. The servicing of my mortgage transferred from XXXX to Loancare on XX/XX/2019. I received a letter from XXXX approximately a week before the loan servicing transferred announcing the change of mortgage loan servicer. There was no mention in the XXXX letter of a change in the account number, but the letter did provide a new address to send payments. I changed the payment address in the bill pay system provided by my bank, XXXX XXXX XXXX XXXX. The XXXX website indicated that the for the XXXX payment check was cashed on XXXX XX/XX/2019. On XXXX XX/XX/2019, I received two letters from Loancare. One letter was a notice of late payment, and the other was a letter that provided my new account number. When I called the Loancare customer service number, the recording indicated that the new account numbers were sent out on XXXX XX/XX/2019, nearly a month after the first payment was due to Loancare. I suggest that a better technique would have been to send the new accounts out before a payment was due to avoid the chaos that would result in having to track payments to the proper accounts without the correct account numbers. I then updated the account number in the XXXX payment system, but since XXXX mailed the check for the XXXX payment on XXXX XX/XX/2019, I am not sure if XXXX had already printed the check with the old account number. I then attempted to call the customer service number several times but was not able to get through to a representative. I then sent an email through the interface on the Loancare website and included an image of the check Loancare cashed on XXXX XXXX. I never received a response to the email or to a second email I sent as a followup. I have received robocalls every day or two on my work phone telling me to call Loancare, but on most occasions the I was not able to speak to a representative due to the call volume or being put on hold for an excessive period of time. The system once asked for a call back number, which I provided, but I did not receive a callback. On about XXXX XX/XX/2019, I was able to speak with a representative who told me she found my payment applied to a different account and that Loancare would correct the error by XXXX XXXX. They did not correct the error by XXXX XXXX, but after a couple more attempts to contact Loancare I saw the XXXX payment was applied on XXXX XX/XX/2019 on the Loancare website. The XXXX payment had not yet posted on XXXX XX/XX/2019. On XXXX XXXX, I received a letter from Loancare saying that I was two months delinquent on my account. When I called Loancare, the representative said that they had found the second payment ( due in XX/XX/2019 ) but that it was being applied to the wrong account. They said Loancare would apply the XXXX payment to my account by XXXX XXXX. I also spoke to a manager and requested a letter documenting that any late payment information about my account was due to Loancare misapplying my payments. She said that Loancare normally did not provide such letters, but she would put in a request for me to receive a letter. On XXXX XXXX I checked my account and noticed that the XXXX payment had not been applied. I called Loancare ( I was able to get through to a representative immediately this time ) who told me the accounting department was backlogged due to the volume of the XXXX transfer and my payment would be posted by Monday. I then asked how they would be able to post the payment on Monday when they had not even cashed the check for the XXXX payment yet. The representative then indicated that the accounting department might be attempting to apply the XXXX payment twice. My bank, XXXX, indicates that they sent the XXXX payment on XXXX XX/XX/2019 and that it should have arrived by XXXX XXXX. I asked the representative if I should cancel the XXXX payment check and submit another payment, but she said that if I did that and Loancare attempted to cash the original check I would have to pay an insufficient funds fee. I asked her for a solution that I could use to get my payment posted before the first of XXXX ( 60 days after the servicing transfer ) when late fees and negative credit reporting would apply. She could not offer me a solution. I asked to speak to a manager. The representative said no managers were available, but I would receive a callback. I have not received a call back in the 3 hours since the call ended. I request help from the Consumer Financial Protection Bureau to resolve this issue as my expenditure of considerable time and energy has failed to achieve a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35758
Submitted Via: Web
Date Sent: 2019-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan just got transferred from XXXX to Loancare. My previous mortgage payment was {$1200.00} with {$22000.00} remaining on the balance and maturation date around XX/XX/XXXX. I just saw on the new Loancare statement that the maturation date is now XX/XX/XXXX with a monthly mortgage of {$1100.00}. Loancare never sent me a document for a new loan and secretly slapped 15 years of loan without notifying me or my agreement. There is a BIG discrepancy of the statement and the actual amortization schedule to XX/XX/XXXX. The statement said the new monthly payment of {$1100.00} due in XX/XX/XXXX includes principal payment of {$870.00} and interest of {$100.00} but the amortization schedule says for maturation date of XX/XX/XXXX, the payment for XX/XX/XXXX includes interest of {$100.00} but principle payment of only {$74.00}. Where does the rest of {$790.00} go if not to my principle??? The new loan I would not want to extend my loan whatsoever, especially with such a shady company like Loancare. If using the new loan amount and the new maturation date, the total amount Loancare wants me to pay is 10 times of the remaining balance!! I am totally disgusted by Loancare!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to close on the sale of my co-op since XXXX. My original mortgage company went bankrupt and I was turned over to another service. I needed my original stock certificates and propriety lease which took me 100 phone calls from my lawyer, myself, real estate agent and lawyer for co-op to finally get them. Sitting at the closing the UCC3 document was missing. A request was made on XX/XX/19 and a copy of the UCC3 was emailed to Loancare for signature. Everyone has called and called to obtain status of this document each day. Hours and hours on the phone, telling story over and over again, being on hold for 45 minutes at a time. Having the supervisor ask how I got them on the phone if I was transferred to him, very annoyed and kept me on hold for 45 more minutes and then hung up on me. I am trying to get this document as my buyer rate lock has expired and now she has to renew and cost money. I am losing money every day and still no results. I am desperate for some intervention and results, before this sale falls through and I lose everything. I am already paying 2 rents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10710
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every month when I try to use the online payment system to pay my bill it never works. I have to change my password everytime. Once my password is changed it doesn't work. As a result of this I don't get my payment in on time and I am subject to fees. The company is located in a different time zone. So if I need to call them to speak with someone they are closed. I find it very odd that the online payment system is so much of an issue. I also wonder how many other people this is happening to and the fees that the company is getting as a result of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59105
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare took over my mortgage I had with XXXX back in XXXX of this year. I have made three payments to them, but only one shows a credit to my account. They claim that I did not pay the last two months payments. I checked with my bank ( XXXX XXXX XXXX XXXX ) and they verified all three of my payments to them were processed and received by Loancare. I called, emailed and messaged them, but they did nothing. Presently, they will not respond at all. My payments are in the amount of {$1200.00}. I have attached the most recent notice from Loancare that I received in my mail. Also attached is a report of the history of my payments to this mortgage account. From their actions with me and what I found in internet searches, they are trying to take my home ... ... Please help! Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent an email inquiring about a letter I had received indicating the escrow portion of my mortgage payment needed to be increased nearly {$200.00} a month starting immediately with the XX/XX/XXXX due date ( to {$1600.00} ), or that I needed to pay roughly {$1500.00} to bring it " current ''. My calculations, based on their website, showed that I did not need to increase my payment more than a one-time {$200.00} payment. After that, I would be positive in my escrow account untilXX/XX/XXXX I did not receive a response to that email, and in the meantime, my bill pay from my bank automatically made my regularly scheduled payment ( {$1400.00} ). I called the office on XX/XX/XXXX, after seeing that the payment was applied as principle only, to inquire about my escrow analysis, and the person I spoke to could not assist with any more than what was in the letter I'd received. To just get the issue resolved, I indicated that I would be making an additional payment of {$180.00} to allot for the entire payment amount due ( which, again, changed with less than a month 's notice ). The representative claimed to have opened a ticket to have the principle only payments combined and converted to a regular monthly payment. Several days later, on XX/XX/XXXX, I received a letter dated XX/XX/XXXX ( yes, dated XX/XX/XXXX, received XX/XX/XXXX ) that my homeowner 's insurance had been cancelled, and they would be force-placing their insurance if I didn't resolve the payment. My homeowner 's insurance had not been cancelled yet, according my providers website, but what I did see is that the payment had been due on XX/XX/XXXX. If the payment is due XX/XX/XXXX, there is 0 % chance my insurance had been cancelled on XX/XX/XXXX, the date of the letter from LoanCare claiming it had. In addition, the money for the payment was sitting, in full, in my escrow account, and payment could have been made up to 2 months prior. According to LoanCare 's records, they mailed the check on XX/XX/XXXX ( yes, mailed on XX/XX/XXXX, a day AFTER they printed a letter saying my insurance was cancelled ), but according my insurance company, they didn't receive it until XX/XX/XXXX. Either way, the insurance was never cancelled, and if it had been, it certainly would not have been my fault. I phoned their customer service on XX/XX/XXXX, and was assured the letter was incorrect, and my insurance coverage was current. I then inquired again, about having the principle only payment converted to a regular monthly payment. Again, a ticket was opened, and again, nothing was actually completed. Last week, on XX/XX/XXXX, I phone again about the payment conversion, and was told that the previous 2 agents didnt open the ticket appropriately or get approval from a manager so it would be worked. This agent claimed to do so, yet as of XX/XX/XXXX, while I write this complaint, the payment is still not updated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68154
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed for bankruptcy due to health bills and we are trying to keep the house. I have been calling for 2 weeks to get a affirmation form to give to the Judge to not include the house in the bankruptcy. I also have been trying to make a payment but cant get ahold of anyone in the Loancare bankruptcy dept. please help me. I have tried everything to get ahold of loan care..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A