Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am behind on my mortgage one month, each payment is {$1300.00} plus and additional {$10.00} for the convenience of processing the payment through their online portal. I was looking through my statements and what bothers me is I received a letter dated XX/XX/19 showing I owed for XXXX but also was including the month of XXXX. The statement requesting the monthly payment 15 days before its technically due is miss leading. This could cause financial stress and lead to poor decisions for other home owners that dont fully understand their mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: On XX/XX/XXXX I had Bankruptcy chapter 7 and I own a house in XXXX XXXX XXXX. XXXX, MD XXXX and I was refinance my house with XXXX and my account was DISCHARGED IN BANKRUPTCY so my loan was never in my credit report, last month in XX/XX/XXXX this loan was transferred to LOANCARE their address XXXX XXXX XXXX XXXX, PA XXXX and my loan number with them is XXXX. LOANCARE send this loan to my credit report, I called them today XX/XX/XXXX at XXXX XXXX I was online for more that an hour with XXXX then XXXX to remove my loan from the credit report because I had this loan while DISCHARGED IN BANKRUPTCY but still no help. I want from LOANCARE to remove my loan from my credit report because of the BANKRUPTCY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Loancare LLC on XX/XX/XXXX by XXXX who filed for bankruptcy. Loancare received my mortgage payment on XX/XX/XXXX by electronic payment from my bank. They have yet to post my payment to my account as of today XX/XX/XXXX. I have made countless calls to get this resolved. They asked for proof of payment which I sent them on XX/XX/XXXX and again on XX/XX/XXXX. I spoke to XXXX on XXXX and was informed that they did have all the info they needed and that the payment would be posted by XXXX. This did not happen and I made another call today XXXX. Spoke to XXXX today and was told again that they had all the info they needed and that it would take another week to fix this, until XX/XX/XXXX!!! This is completely unacceptable. They have " stolen '' my money for over a month. This is not an isolated case. If you look at their complaints on the XXXX website and social media sites ( XXXX, XXXX, etc ) you will see that this is an incompetent and corrupt company. People are being lied to and having their money stolen from them! The CFPB needs to do an actual investigation of this companies business practices. If the CFPB can't investigate please notify the government agency that can, because there are many consumers being taken advantage of by this company. I will attach the proof of payment documents that I sent to Loancare. Anytime that you email or call them they either give a generic response or lie to you about solving your issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28115
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to report misappropriation of funds and egregious mortgage servicing practices performed by LoanCare LLC. Our mortgage servicing was bought from LoanCare effective XX/XX/XXXX ; however LoanCare did not provide any notice of transfer of servicing. In late XX/XX/XXXX - 6 months after the date of transfer - I received an alert through personal credit monitoring that my mortgage was being reported as delinquent by a new servicer. We had no idea that our loan servicing was transferred from LoanCare to XXXX in XX/XX/XXXX ; regular, timely monthly payments were made to LoanCare until XX/XX/XXXX. After contacting XXXX ( who failed to provide appropriate notice as well, by sending the documents to the property address rather than our permanent residence ), I was informed that our mortgage was thousands in arrears. I began reconciling where the payments made to LoanCare from XX/XX/XXXX to XX/XX/XXXX had been applied, if at all. On XX/XX/XXXX I made my first call to LoanCare in an attempt to reconcile the payments and found that of the five payments, 2 were forwarded to the new servicer and 2 were returned to my bank. The last payment remains unaccounted for. LoanCare failed to appropriately forward or return the payment made on XX/XX/XXXX and is unable to provide any documentation as to it's whereabouts. As of XX/XX/XXXX, I have spoken with LoanCare customer service on 6 occasions, Twice ( once via fax and once via email ) I have provided proof to LoanCare that they accepted and endorsed this payment and asked for documentation of its application. The information provided by LoanCare 's customer service is different and contradictory but the results are the same : no resolution. For 8 weeks now, I have been told that the research is " still in process ''. I have been given dates by which I can expect the documentation to be mailed ( never has arrived ). I have been given case tracking numbers that when referenced in subsequent calls, apparently have no case history. I have a customer service rep inexplicably transfer my call back to the main call directory, and every with call I am placed on hold in excess of 20 minutes. On my most recent call, I was told they do not have any documentation on file and that I should submit the proof again. I am no further along today than I was at time I first contacted them. To boot - in XX/XX/XXXX - LoanCare reported my mortgage ( the one transferred in XX/XX/XXXX ) as being >120 in arrears! Upon my contacting them about this separate issue, I was informed that I needed to provide them with proof that they reported this information - which makes no sense. The net result is that LoanCare has misappropriated at least {$1800.00} and is not being held accountable for their practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60516
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: loan care mortgage took over my loan from XXXX on appx. XX/XX/12019 since then i have had nothing but problems with them. newest problem is they lost my payment of XXXX i sent to them on XX/XX/XXXX cashiers check to exact address they said. now they said i sent to a p.o. box in wrong state. I cant get a hold of them .you wait over hour to talk to a totally uniformed agent, who will hang up on you as soon as you ask a question they cant answer. i am XXXX years old and worried they are trying to steal my home. please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare , LLC, who acquired my mortgage servicing rights a number of months ago, has refused to credit additional monthly payments to principal, in spite of my repeated calls and instructions in writing via email. I have even called them in advance of submitting the payments, and have been told " my account will be noted to ensure proper crediting of the additional amounts paid. '' When you review the attached payment history, you can easily see the problem, and the fact that they have again made an error in crediting additional funds from the XX/XX/XXXX payment to future payments, instead of to principal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My problem is with LoanCare , LLC which operates the website myloancare.com. They purchased my loan two years ago. I've had the same homeowner insurance for 7 years. LoanCare , LLC paid my insurance last year on time. This year they didn't and I lost coverage. They show they sent payment but now sent me a letter stating I have no coverage and threaten to purchase more expensive insurance. They don't answer my calls nor respond to my emails. They had all my insurance information as it hasn't changed in 7 years and they paid it last year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33570
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I sent the following email message to my previous mortgage holder, Loancare, on XX/XX/XXXX and was assigned a ticket number of XXXX. " Hi! My name is ********** and you were, at one time, my mortgage holder. My loan number was **********. I have recently become aware of a discrepancy in my principle only balance. When I refinanced in XXXX, my loan amount was {$110000.00}. In addition to my regular monthly payments, I also made several extra payments to principal only : ( XXXX {$330.00} ) ( XXXX {$330.00} ) and ( XXXX {$920.00} ). This adds up to {$1500.00}. I am showing that I have paid a total of {$13000.00} since XXXX including the extra payments. My current mortgage holder says my balance is {$100000.00} and I am showing that it should be {$100000.00}. That leaves a discrepancy of {$670.00}. My current mortgage holder acknowledges the extra payment I made to them in XXXX of this year for {$920.00}, but said that they could not see the two extra payments I made to you ( Loancare ) in XXXX. When I add {$330.00} and {$330.00} together, it adds up to {$670.00}. That is, almost to the penny, the amount of the discrepancy. I have copies of my bank statements for XXXX in which I show those additional payments were withdrawn from my account by Loancare, one on XX/XX/XXXX and the other on XX/XX/XXXX. I am not sure what happened, but I would appreciate someone looking into this as soon as possible. My phone number is ************. I was told by one of your representatives to request a ticket number so I would like to do so. '' In response, I was sent the following message on XX/XX/XXXX asking for copies of bank statements showing that the funds in question had indeed been removed from my account. Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account. Once the payment has processed from your bank account, please, provide a full, complete copy of your account history showing the payment has been removed from your bank account ( not showing pending ), including the positive balance before and after the payment processed, and a copy of the front and back of the cancelled check, or transmittal form including the ACH trace number, if it was an electronic payment, to XXXX and your request to have the payment researched will be reviewed. I emailed copies of the statements requested back to Loancare on the same day, XX/XX/XXXX. Attached are copies of the statements for you to review. Since then I have emailed Loancare twice more trying to get some resolution, once on XX/XX/XXXX and again on XX/XX/XXXX. I have not had any response from Loancare since the request for copies of my statements which I sent them in XXXX. It has now been 9 weeks and I am hoping you can help me get some resolution to this. When I started this journey, I called and spoke to someone at Loancare, but was told I would have to either email or mail and request a ticket number, that this could not be handled over the phone. Quite frankly, I do not know where else to turn. {$670.00} may not seem like a lot of money, but it is to me. I am hoping that you can assist me. My phone number is ************ should you wish to contact me. Sincerely, **********
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40220
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/Madam, I have a mortgage with XXXX XXXX ( lending affiliate of XXXX XXXX XXXX , XXXX ) subserviced by Loancare , LLC. They have recently increased my monthly payment as they informed me that I did not submit proof for Home insurance. But this account is not a impound account and I am managing my home insurance outside this account by myself. I have proof that I paid my home insurance and I faxed them all the documents. But till date they have not changed the monthly payment amount and I am paying extra. I had multiple call with XXXX but they are forwarding the call to various department but none of them providing any resolution and they are informing me that the case is being investigated. I have been contacting them from XX/XX/2019 to fix my monthly payment. But they have not fixed yet. Please advise. Previous monthly payment : {$2200.00} Modified monthly payment : {$2300.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92870
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred to Loancare ( a XXXX XXXX ). I have an escrow account for my real estate taxes and homeowners ' insurance, the first installment being due on XX/XX/19. I have two PINs assigned to my home and lot. I received a notice in XXXX that a payment had been made to one PIN, the additional lot portion of my property. On XX/XX/XXXX, I initiated a call to Loancare and was given the option of entering my number to receive a call back. I did so and was never called back. On XX/XX/XXXX, I called again, reached a representative, who understood my issue and was assured that the other tax bill would be paid by XX/XX/XXXX ( which would be late ). Today, XX/XX/XXXX, I checked to see that the taxes had still not been paid and initiated another phone call. The representative informed me that there was no notation in my file about this issue, but went ahead and made arrangements for the bill to be paid. He felt that it should be about a week and I should check back. I asked if I could be given a reference number and was told that was not necessary. At this time, I don't know whether a payment will be initiated or not, but it is already overdue. Further, I believe that they have transposed the PINs and amounts so that they are reserved, which my taxing body seems to have figured out when applying what was actually paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61107
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A