Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had tried to payoff my loan before it transferred to a new servicer. The total balance was approximately $ XXXX. My Banking online will only issue amounts for up to $ 100K, so I sent 2 payments totaling the the payoff amount. My bank sent the $ XXXX by EFT but sent the $ XXXX payment by check instead. This made the payment take an extra week and was received on XX/XX/XXXX, the date of the transition. The previous bank endorsed the check to the new service provider and requested that it be credited for us. Instead the new service provider returned the check to me, saying that I needed to pay an increased amount of about {$400.00} to payoff the loan. This is a ripoff! I can see paying the extra couple of days interest, but by returning my check to me they have increased my costs by hundreds of dollars and made it impossible to pay it off by the date quoted. I can't issue a new payment until my bank can confirm that the check wasn't cashed. This will take weeks. Who has an extra $ XXXX lying around to make a double payment? This results in my being charged interest on the full amount until this mess is cleared up, probably 4-6 weeks. If they had kept the check and credited us with that amount, I could have issued them a 2nd check immediately to pay them in full and minimizing the extra charges. They had constructive payment on my account XX/XX/XXXX, but refused the payment costing us an extra 4-6 weeks of unnecessary interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I often have problems paying my mortgage online with LoanCare LLC. First you login, it kicks you offline, repeatedly. Then once you can successfully stay logged in, then the site starts to ask for a new password because its been over 28 days since your last password change. Then, you endure 10 minutes of the system booting you out again with the new password. Once you get in, you have no way to click on paying the bill. It just doesn't allow you. I took video of this..its comical. I would be happy to submit it. I called in, was informed it was a one hour wait, then the call disconnects after 20 minutes. If this was once off, nothing to see here. But this happens often. As a result of these malfunctions, they will hit me with a late fee. My payment was due the first of the month, I usually pay on the XXXX cause its around the due date of my other bills. After reading reviews on XXXX and XXXX XXXX XXXX, I am concerned about with whom we have our mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My former mortgage lender was XXXX, On XX/XX/2019 I received a letter of notification from XXXX that they were transferring my loan to LoanCare , LLC with instructions on where to make payments as of XX/XX/2019. I followed the instructions, however, I was surprised to receive a letter from XXXX in XXXX informing me they did not receive my payment. I called them immediately and after some research on their part, they discovered my XXXX payment and gave me a new loan #. I entered the new loan number and in XXXX I paid my mortgage with the new loan number and correct address. Now today, I was shocked to receive a letter informing me that my mortgage pmt is two months past due. Again I called immediately but no matter how many times I followed their automated phone instructions to reach a representative, I was bounced out of the system. I am of course, furious. I am XXXX y/o, my husband passed almost two years ago and I am struggling to take care of a house and all the responsibilities alone. However, I am doing the best I can and have been diligent about paying my mortgage payment on time. This is so unfair and unacceptable. After checking online, I see that LoanCare llc has a number of complaints against them and I can see why. I do hope you can assist me in resolving this unfortunate situation before it affects my credit. Thank you so much! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently files Bankruptcy, and the first month I tried calling to make a payments and has been impossible. The wait time is over an hour. They removed access to pay the loan online, and i guess that's normal but for the last week I have been traying to call and due to my schedule at work, I cant stay on the phone for over an hour waiting to pay. On XX/XX/19 I have spent 2 ; 25 minutes on HOLD and transfer back and forth and still not able to make the payment. This is frustrating. They aren't helpful and still today I have been unable to make the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34772
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint concerns XXXX XXXX, doing business as LoanCare. This mortgage servicer that bought my loan from another lender. Their phone service makes it impossible to speak to a live person to receive an explanation for the increase in my monthly payment. I want to speak to a live person. Their phone system makes this impossible. Furthermore, their on-line submission link does not work. I appears they have established a system to keep customers from fully interacting with them. I want to interact with them but they have established barriers at all turns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 55125
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage on the property was around {$1500.00} a month. Over the course of last year XXXX first increased the mortgage to {$1700.00} a month citing an escrow shortage of {$11000.00} in XX/XX/XXXX. Due to the increase, vacancies, and a deadbeat tenant, I fell a month behind for several months. As soon as I got current with the mortgage in XX/XX/XXXX, they increased the mortgage to {$2400.00} a month, citing another escrow shortage of {$9000.00} found inXX/XX/XXXX. It did not seem reasonable, logical, or even possible, to first have an {$11000.00} escrow shortage, never mind having another {$9000.00} escrow shortage just three months later ( and as the same time as I had caught up ). At this point, I stopped paying the mortgage. The loan was transferred to Loancare who is claiming another escrow shortage of {$4300.00} from XX/XX/XXXX due to an increase in home insurance. They have hired the XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , XXXX, RI XXXX ) to start the foreclosure process. All of this started after the housing market pulled out of the recession. My building is worth a lot more than what I had purchased it for almost 20 years ago, and is definitely worth a lot more than the balance of the mortgage. I believe this is a clear case of equity stripping. They are just going to keep raising the mortgage until I go under.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello - My mortgage account transferred from XXXX to Loancare as of XX/XX/2019. I made an electronic payment of {$1100.00} to Loancare through XXXX XXXX Bill Pay on XX/XX/19, but used the old XXXX account number, as I didn't receive a notice advising my account number had changed until after the payment was made. This payment has not been posted to my mortgage account at Loancare as of XX/XX/19 despite various attempts to resolve the issue with Loancare. XXXX XXXX XXXX uses a processing company to deliver payments called XXXX ( also known as XXXX ) Bill Pay. A branch banker at XXXX XXXX sent XXXX Bill Pay electronic payment proof that the payment was made ( also attached the proof details to this complaint ). After not getting anywhere calling Loancare directly, I worked with a banker at XXXX XXXX XXXX who placed several calls with me to Loancare and provided the proof details to Loancare. When the issue remained unresolved, on XX/XX/19 a case was opened at XXXX XXXX and a Bill Pay Resolution specialist got involved. I placed a series of calls with this specialist and Loancare, each time being advised the issue would be escalated and resolved. On XX/XX/19, Loancare provided ticket number XXXX when XXXX XXXX XXXX once again sent proof details along with a request to post to the correct account. We then followed up with Loancare on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX each time being advised a supervisor would call back but either we did not get a call back or received a call back saying they would follow up again but not following through. I'm opening this complaint as a last resort. Thanks for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46901
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX and XXXX XXXX closed on a home located at XXXX XXXX CT in XXXX, OK XXXX on XX/XX/XXXX. The loan amount was {$180000.00} at a fixed interest rate of 3.75 %. The lender at the time was XXXX XXXXXXXX XXXX , XXXX Our monthly mortgage statement we agreed to pay was {$980.00}. In the year XX/XX/XXXX, our mortgage was sold to Loancare. After we had paid our mortgage per our agreement for an entire year, we received a letter stating our property taxes were not assessed into our payment. We were told either we pay the {$2400.00} up front, or we calculate it into our payment and pay it out over the year to catch up. We fell behind at this time, but we still managed to pay the amount as quickly as we could accumulate the funds. They increased our monthly mortgage from {$980.00} to {$1400.00}. Paying this amount for a year put us behind very quickly ; however, the mortgage company has stated they made the mistake in not assessing our property taxes into our payment. Furthermore, they continue to send threatening letters to foreclose on our home because we get behind. After we paid the property taxes, we were told the mortgage would go back down. The amount did go down by {$66.00} to a mortgage payment of {$1300.00} ; however, they will not provide us with an accumulative history of our payment records or itemized detail of what the {$1300.00} breakdown is as if it is not our right to know. This has caused an extreme financial hardship on our home and family, as we would not have agreed to a loan that would increase our payment by {$500.00} a year after we moved in the home. The front of our closing disclosure states estimated total monthly payment can not increase ; however, it has substantially and I would go as far as classifying Loancare 's methods of collecting increased payments predatory and uncooperative to put it lightly. We have called them on several occasions, applied for refinancing payments ( resulting in denial ), explained our situation without any success. It has been made clear that their job is to remain objective and they can not advise us on our situation. It would be one thing if we bought a home outside of our price range, but a {$180000.00} 30-year mortgage on a XXXX sq. foot home at payments of {$1300.00} does not match up, especially at a fixed interest rate of 3.75 %. Simple math brings us to {$500000.00} worth of mortgage payments over a 30 year term. Again, this increase has placed a huge financial strain on our family, and we would very much appreciate investigation and resolution. My wife and I are both employed with XXXX kids, and our priority is to simply agree to a payment that is feasible and investigate this loan company. It has also been brought to my attention that we are not the only ones who have experienced this exact situation happening with Loancare and are also seeking assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Loancare LLC several times and sent written correspondence asking them to review my Escrow and adjust to accurately reflect my property taxes. Loancare can not connect me directly with an Escrow department representative. So, their approach is to " send an E-Mail ''. This has resulted in No action. I have a surplus that should also be refunded to me. Their customer service representative fails to ensure that my request is being escalated - they did not even have a record of a conversation from a previous call where they said they would escalate this issue to the escrow department. This lack of support is an accurate reflection of ALL the complaints logged against Loancare LLC. This is a pathetic and incompetent organization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company sent me a debt collection letter. Payments were made electronically and received on time. This company is a interim loan company since ditech went out of business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95815
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A