Date Received: 2019-07-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband has been in and out of the hospital for XXXX XXXX and we applied for loss mitigation and on our 2nd payment we were late by one day and our lender said because we didnt make the 2nd payments on time I would have to reapply for loss mitigation. I applied that day and later I recieved confirmation that within 30 days I would get a response which I didnt so I contacted my lender XX/XX/2019 and which was told I was denied. I never got a letter of denial in the mail on why I was denied and loancare will not help me with any other options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2019-07-03
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 transferred from XXXX to Loan Care LLC end of XX/XX/2019. Since my account at Loan Care was not set up, I made my XXXX payment via my bank 's bill pay. I set it up on XX/XX/19 and have verified with my FI that it went out electronically ( not check ) to Loan Care on XX/XX/19. fund came out of my account XXXX also. Loan Care still has not posted it. I have called at least 4 times, each time having to wade through a phone tree for at least 7 minutes, then on hold, then talk to reps who will not take accountability. First call on XXXX resulted in rep telling me bill pay can take up to 10 days to be received and posted ( even though electronic ) so i needed to give it until at least the 10th. I called after that and was told to send info- including showing my checking account was not negative at time! - to escalated payment research. I sent the first email to XXXX ( escalated payment research ) on XX/XX/XXXX with my account info and showing the bill pay. I received only an automated response. since I did not hear, I called again and was told to track bill pay. on XX/XX/XXXX I sent the debit transaction # and the bill pay confirmation #, and I verified I sent to correct " address ''. I received automated response. I called on XXXX rep was unresponsive again. I called XX/XX/19, asking for manager- was transferred to 2 different people who are not managers. Last person, still not mgr, said she will submit forms to escalate and then put me on hold for 10 minutes, never came back. On XXXX, I received an email response that said " Dear Valued Customer, To research this request, we would need a copy of the cashed check both front & back, and the electronic transmittal form from your bank. Your request has been resolved and this ticket has been closed. " My payment was sent electronically, not check- and I gave them the electronic tracking info. They still have not posted my payment, so they should not be able to close this ticket. I made the XXXX payment on their website and it has been posted as the XXXX payment, making it look like I still owe XXXX. The only responses I am getting from Loan Care are either automated or collection calls. I have wasted at least 5 hours of my time, away from work, I have sent them everything necessary to track my payment, I have requested that they update me on progress or lack thereof, and Loan Care has done absolutely nothing or even explained. I know I am not only one in this situation, as there are complaints all over internet. they obviously are swamped with this transfer. But they need to take responsibility, accountability, and get this done! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98405
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: My loan was transferred to LoanCare , LLC, Loan # XXXX, serving company on XX/XX/19. I have not been able to get with touch with someone regarding my account. Everytime I call they acknowledge that I have an account and then state I can not make payments. This loan was XXXX current with XXXX XXXX prior to this transfer. I have attempted to call all numbers affiliated with this servicing company. I have spent 3-4 hours EVERY DAY for the past week attempting to make the payment. I am put on hold, transferred, hung up on. I have all phone records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX I received a letter from The Loan Care, LLC that my mortgage payment was late. Having been notified the month prior by XXXX ( my mortgage company prior to LoanCare taking over ) of the change in mortgage information, payment had been made to Loan Care on XX/XX/XXXX. I contacted Loan Care on XX/XX/19, and after spending 30 minutes and multiple calls got through to someone who stated they would refer this to the department that investigates. I informed LoanCare that I had already checked with my XXXX XXXX and that they confirmed payment had been received by LoanCare. I followed this up with printed confirmation via email and by postal service. As of this date, they are still showing me one month behind on my mortgage, and I am concerned about what this will do to my credit rating. I have NEVER been late on a payment. Calling LoanCare is the ultimate in futility as you can not get anything other than a recording. I can not get anyone to return my calls, or advise the status of my account other than getting past due reminders. I am retired, and can not afford to make another payment when proof has been provided to LoanCare of previous payment made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32778
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX, I received a letter from XXXX XXXX stating that XXXX XXXX XXXX was no longer accepting payments for my mortgage. XXXX XXXX 's information on my loan amount and ending date of my mortgage in totally INCORRECT! I have sent XXXX XXXX 10 pages which shows settlement paperwork, mortgage amount being held by XXXX XXXX XXXX XXXX and then later transferred to XXXX. Both Mortgage and Assignment had been recorded in the XXXX XXXX County Record Room in New Jersey. XXXX XXXX 's letter to me shows the wrong Principal and wrong end date for Mortgage. Either XXXX XXXX sold XXXX XXXX a LIE or XXXX XXXX is LYING. One of the two banks has definitely screwed up my Loan. How can a 30 year mortgage which began in XXXX end in XXXX when the ending date is XXXX. How can the balance be over {$76000.00} more than is owed? This is a SERIOUS PROBLEM! And it needs to be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX I had my credit report file from all tree bureaus ( XXXX, XXXX, and XXXX ) printed. To my surprise, I see that my mortgage bank ( Loancare Servicing Center ) had me being late 2 payments ( XX/XX/XXXX& XX/XX/XXXX ). First, I disputed this erroneous information with the credit buraus with no success. Second, I disputed it with the bank ( Loancare ), who not only told me I was 2 months late, but that I am 1 month behind. After verifying with my banks ( XXXX XXXX electronic payments report and my bank statements, both, support my dispute, that I have never missed a single payment. Ive sent them all the information theyve asked for, but I have not success. Loancare has failed to update my mortgage payment information ( DATA ) on all 3 Credit Bureaus. It did not update data for XX/XX/XXXX. It did not update data for XX/XX/XXXX& XX/XX/XXXX. And, it did not update data from XX/XX/XXXXto XX/XX/XXXX ( 8 months ). All 3 credit report files have discrepancies. Till this day : 16 payments of {$1600.00} ( {$26000.00} ) were made from XX/XX/XXXX to XX/XX/XXXX21 payments of {$1500.00} ( {$32000.00} ) ( including this month ( XX/XX/XXXX ) have been made from XX/XX/XXXX to XX/XX/XXXX. A payment of {$500.00} sent to on XXXX XX/XX/XXXX to be added to the principal. They owe me {$2000.00}. I have attached the following documents that support my dispute & my complaint. 1. Mortgage Payments XXXX XXXX Report with Transaction Numbers. 2. XXXX credit report file with notes & discrepancies. 3. XXXX credit report file with notes & discrepancies. 4. XXXX credit report file with notes & discrepancies. 5. My XXXX XXXX Statements ( XX/XX/XXXX - XX/XX/XXXX ). Ive been fighting them for more than a month now and all I have got is frustrations and tears. I dont know what to do anymore!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage loan, previously serviced by XXXX, and was transferred to LoanCare , LLC effective XX/XX/XXXX. I received notification from XXXX of this in a letter dated XX/XX/XXXX. The letter stated that " All payments made on or after XX/XX/XXXX should be sent to Loan Care LLC at this address : XXXX XXXX XXXX, XXXX, PA XXXX ''. There was nothing in the letter referring to a new account number. As instructed, my XXXX payment was sent through my bank XXXX in the amount of {$1200.00} and was cleared through the bank on XX/XX/XXXX. This payment, although processed and cashed by LoanCare LLC, has never been applied to my account and I am getting letters and notifications that I am delinquent, which is not the case. I have been in regular communication with them since this came to my attention on XX/XX/XXXX ( see below for documentation of these calls. ) They have acknowledged verbally that the payment was misdirected and each time I speak to someone they say it will be resolved, yet it never is. In the meantime, I'm receiving mortgage payment assistance notices and mortgage modification notices from the mortgage company due to my " failure to meet obligations ''. In their books, the first payment is not there so each subsequent payment is applied as if it is a month late. I am quite concerned that, since the 60 day grace period post-transfer has expired, this will affect my credit score. I seem to be getting nowhere with the company, even bumping it up to supervisor level. Here is the record of my communication with LoanCare LLC : XX/XX/XXXX : Received first letter stating that my loan was overdue. I called and spoke with XXXX, who told me to email a bank statement showing the debit and sufficient funds in the account to cover. This was sent as directed to Payment Research@myloancare.com. I received an email back on the same day stating : We have received your inquiry and are assigning it to a representative for further review. Please note duplicate inquiries may prolong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number is [ number redacted ]. Please use this number in any further communication relating to your recently submitted email request. Please allow 2 business days for thorough research and resolution of your inquiry. I never got any further communication from them, despite saying to allow 2 business days for research. XX/XX/XXXX : After receiving another late letter dated XX/XX/XXXX, I called and spoke with XXXX. My XXXX payment cleared on XX/XX/XXXX, yet still showing that I was a month behind because my XXXX payment was still missing. After this, I received another delinquency notice, dated XX/XX/XXXX, the same date that my payment supposedly cleared. XX/XX/XXXX : Called LoanCare again, after receiving yet another delinquency notice dated XX/XX/XXXX. I dont have the name of the gentleman that I spoke with, but he looked into it and told me that the person that I spoke with last time applied my payment to the wrong account number. He said that the issue was now cleared up and my account would be shown up to date online by XX/XX/XXXX. XX/XX/XXXX : Received another notice of missed mortgage payment. Called LoanCare and spoke with XXXX. She told me that the XXXX payment was still not processed, so everything is showing as if it is a month late. I asked to speak to a supervisor and was told that no one was available but that one would call me that evening. Within an hour I did get a call from XXXX, a supervisor. He spent about 45 minutes on the phone with me, asking a lot of questions regarding current account number, past account number, ensuring check was sent to correct address ( it was ), etc. He said that he was able to locate the money under the old loan number and said Trust me we are on the right track and assured me that he would be able to take care of this. XX/XX/XXXX : Payment is still not reflected on account and I now have gotten a phone call asking me to call to discuss the " delinquency '' of my account. I called again and spoke with XXXX. She looked at notes and told me that it would be resolved and show up corrected on my account by XX/XX/XXXX ( today ). XX/XX/XXXX : I just checked my account and there has been no change ; the XXXX payment is still not reflected on the account. As you can see from above, I have been diligent in my attempts to resolve this error on the part of the mortgage company, not mine! and have been unable to do so. I am very concerned that my credit score will be affected by this ; LoanCare LLC ( via XXXX in the XX/XX/XXXX call ) told me that they can not help it - that they must report it to credit bureau, but he would make sure to put a note in the file to explain This is not good enough. I have proof of payment from my bank XXXX for XXXX, XXXX, and XXXX ( and, in the coming days, XXXX. ) I am not delinquent and LoanCare has cashed all of these payments but has not applied one. I have spent many hours on the phone ( plus just as long holding for a human being to speak with ) and I need to get this resolved. I have given LoanCare numerous opportunities to fix this and they are unable to do so. I have paid my mortgage faithfully and on time for many, many years and have had previous mortgages transferred and have never had a problem. Please help me get this resolved before my credit takes a hit! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I contacted LoanCare and spoke with XXXX to determine why my payment was reporting as late. It was determined that the loan payment had been increased by {$120.00}, which resulted in the payment of {$1100.00} being applied to principle, rather than as a monthly payment. I made the additional payment of {$120.00} and was told the payment of {$1100.00} would be backed off and properly applied. On XX/XX/XXXX, I spoke with XXXX to check the status of the correction, and was advised that it would be 3-4 more days for the payment to be corrected. I called back on XX/XX/XXXX and spoke with XXXX, who escalated the payment correction for a 3rd time, and to call back on Wednesday to make sure the payment was corrected. I called on XX/XX/XXXX, and spoke with XXXX, who then transferred me to a supervisor named XXXX. XXXX promised me that the issue would be rectified by Friday ( XX/XX/XXXX ) and promised a call back. On Monday, I had still not heard from XXXX, so I called back on XX/XX/XXXX and was forced to request a callback, as XXXX was not available, and there were no other supervisors to speak with. I was called back by XXXX ( agent ID : XXXX/ direct phone : XXXX ). XXXX advised at that time that he was unsure why XXXX would have provided me with a timeline of XX/XX/XXXX for issue to be rectified, as it clearly stated the issue would be rectified on XX/XX/XXXX. He guaranteed me that the issue would be rectified by XX/XX/XXXX, and also guaranteed a call back. I called XXXX directly on XX/XX/XXXX, as the issue had not yet been taken care of and I did not hear from him. I left a voicemail and never heard back. I called back on XXXX, as my loan was now reporting as 30 days past due, and spoke with a supervisor named XXXX. XXXX stated it would be another 3 business days for the loan to be rectified, and that the loan had already been reported to the credit bureaus as derogatory. After pleading to have the issue rectified, XXXX stated she was transferring me to another member of management, where I waited on hold for over an hour and eventually had to hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: hiIhavecontactedloancarellcnumeroustimesinquiringtoseeifwecanaddourwaterandsewerassessmenttoouraccount.Icalledcustomerserviceseveraltimesandwasadvisedtosendacopyofmydocumenttotheemailaddressthatwasprovided.ihavecalledseveraltimescheckingonthestatus.ihaveyettoreceivearesponse.Wewouldliketoknowifwecanhaveourwaterandsewerassessmentescrowoutofouraccount.howeverasalwayswehaveyettoreceivearesponse.Thiscompanyhastheworstcustomerserviceandfollowup.whatsthepointofhavinganemailboxtoaskquestionsifyournotgoingtotakethetimetorespond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare A XXXX Company that goes by the name of XXXX ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX / XXXX ) has billed us a late charge of {$110.00} when our payment was made on time. My wife and I make two payments of equal amounts ( {$1500.00} ) that are typically received by the servicing company within a day of each other ( XX/XX/XXXX and XX/XX/2019 respectively ) and a week or more before the due date ( XX/XX/2019 ). Loancare took half of our payment ( {$1500.00} ) and put it in an unapplied balance/principal and added that amount ( {$1500.00} ) to our total amount due for the next month ( {$2800.00} + {$1500.00} ). I was under the impression that if we make our payments before the due date it shouldnt matter whether its in two lump sums or one. Please advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2019-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A