Date Received: 2019-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to LoanCare from XXXX XXXX on XX/XX/2109. Payments were made to LoanCare using the XXXX account number that was applied to another account with LoanCare that had the same account number of another client at LoanCare for the XXXX and XXXX payments instead of my account. When I contacted LoanCare on XX/XX/19, they corrected their error on XX/XX/19. When LoanCare refunded the overpayments for XXXX and XXXX, the two misapplied payments, they made an error and deducted an additional payment causing the XXXX payment of {$1800.00} to also be deducted from my account. I contacted LoanCare to correct their error on XX/XX/19 and was informed the correction would be made and the {$1800.00} payment would be reversed and applied to my account in 3 to 7 days. As of today, the {$1800.00} payment for XXXX has not been applied to my account. I was informed someone would contact me once the correction was made. It still has not been made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This mortgage is held by Loancare for a residential property at XXXX XXXX XXXX, XXXX XXXX CA, XXXX. I have had a mortgage with Loancare for several years. It was refinanced in 2009 and at that time an error was made. I own another home, at the address : XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX, which is financed by another bank. However, somehow, when i refinanced in 2009, the XXXX XXXX property Deed of Trust got attached to the XXXX XXXX property, in error. I need that Deed of Trust for the XXXX XXXX home, which has been attached to the XXXX XXXX home in error, to be released to me from the XXXX XXXX property so that I can complete the sale of the XXXX XXXX house. My Title Company and I have been calling Loancare for more than one month, many times each week and they simply tell me that it is being researched. On several occasions, I've been told the matter would be resolved within a few days and I've been told that I'd get a call back. But nothing has been resolved and I've never gotten a call back. I need to have the deed of trust on the XXXX XXXX house released immediately. I am hopeful that you can assist me in getting this resolved. Loancare has exhibited the WORST customer service that I have ever experienced and I would never use them again for any business transaction. Thank you for your help. XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had the same conventional adjustable rate mortgage since XX/XX/XXXX. It started out with XXXX was transferred to XXXX, then XXXX, and then the loan servicing to Loancare. My interest and principal payments adjust every XX/XX/XXXX. Loancare illegally accelerated repayment of the principal when it calculated my yearly arm adjustment and applied it to the XX/XX/XXXXloan payment. The on-line amortization schedule shows that the principal payments were calculated out to the year XX/XX/XXXXinstead of XX/XX/XXXX. [ Attachment-1. ] On XX/XX/XXXX I contacted customer service by phone and I was told that I should not make a payment until customer service corrected the discrepancy. I was told to email XXXX. That same day I sent an email. [ Attachments 2. ] On XX/XX/XXXX I was assigned Ticket No. XXXX and received two responsive emails and attached statements. [ Attachments 3-6. ] On XX/XX/XXXX I called customer service and asked to speak to a supervisor and talked to Supervisor XXXX. He told me he would escalate resolution of my problem. XX/XX/XXXX I also wrote an email to customer service. [ Attachment-7. ] I complained that Loancare had reported to the credit agencies that I was 30 days late. [ Attachment -8. ] XX/XX/XXXX I called customer service again and spoke to XXXX and then Supervisor XXXX. Again I was advised that making a payment would not resolve the problem, that the money would be put in a suspended account. I was promised by XXXX that she would escalate resolution of my problem and to give her three days. It is XX/XX/XXXX and nothing has changed. My amortization schedule is the same. My payment is doubled. I started working with a mortgage broker to try to refinance my mortgage loan but my credit report has to be corrected. The credit reporting affects my ability to get a job, the cost of insurance, and my ability to get loans. Today I wrote a letter to LoanCare Loss Mitigation, attached hereto and am filing this complaint because customer service has not resolved the problem as promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96720
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have IRMA damage to my home in XXXX County Florida. I had to sue my insurance company to get coverage. While I'm waiting on the lawsuit to end I fix the house with SBA money and my own money. Insurance company settled in XXXX. In XX/XX/2019 I received 50 % of my monies from LoanCare ( mortgage servicing company ) on XX/XX/2019 I received a 100 % inspection but LoanCare will not release the remaining funds. I've called them countless times and they keep telling me I need additional paperwork. LoanCare has all of the required paperwork. They just will not release my remaining funds because I did some of the work myself and they don't know how to handle that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 mortgages I just refinanced. The mortgages were transferred to this company. This company is a joke! Everything I am saying below occurred on XX/XX/19. I went to sign up on their website which is completely archaic. It wouldn't let me sign up without emptying my Cache on my computer. I have never heard of such a thing. Then I got signed up for one of my loans but it would not let me pay the loan through the website. So I didn't bother to sign up for the second mortgage. Then, I called them to pay my loans and they said the wait time was one hour and there was no way to leave a phone number for someone to call you back. So, I am going to pay my loans by snail mail and hope they apply them correctly. They have 500 one star reviews on XXXX. They're acting like a mismanaged, dysfunctional company and now I don't trust them to handle my personal information correctly. I wish you would investigate. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85048
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of 2019, my payment has gone up XXXX for a lack of escrow that was being collected, due to someone in the insurance department putting in a one time payment of XXXX from my hazard insurance company as my annual premium. The letter clearly stated that it was a one time payment, and yet, they still managed to make the mistake. After the mistake was made, they 'serviced ' the loan, i.e. escrow analysis was done and they STILL DIDN'T CATCH it. XXXX. I have called, over 80 times to the company, and I keep getting pushed around. Finally about over 102 days and complaining to CFPB and XXXX, I received a letter from XXXX XXXX Office of the Customer stating that due to their XXXX up, they would pay XXXX back to our escrow as a credit. I called in during the first week of XXXX to ensure that I was credited back the monies from the letter that was dated for XX/XX/XXXX. I come to find out that only XXXX was credited by the XXXXnsurance department- not the XXXX that was stated, promised and guaranteed in the letter. They said they'd look into it. Three weeks later, I didn't hear XXXX, so I called back to escrow, was pushed to someone else, then transferred to someone managers voicemail. I then called XXXX a left a strong message begging for call back, demanding it rather. Then I called XXXX XXXX, and she didn't answer either- and I've received no callback from her. The last contact I had with her was her telling me essentially she's not dealing with me anymore. Wouldn't that be great if I never had to deal with XXXX XXXX ... It really would be great. This is that last contact I had with her concerning this issue : " Good Afternoon, We are still waiting on the additional funds to be deposited into the escrow account before we can run an updated escrow analysis. Your direct point of contact is listed at the bottom of the document if you have any further questions or concerns. '' That was XX/XX/XXXX. They have had 8 business days to resolve it and yet here I am- once again. NO ACTION ON THE MATTER OF RESOLVING THE FULL PAYMENT TO ESCROW HAS BEEN TAKEN. I left a message, I was assured a call back today. Then, being as frustrated as I am I called back waiting to talk to a manager, who wasn't available, but the associate said that they would call me back at XXXX EST. It's XXXX EST ... and no call. In fact I'm on the phone right now, this very XXXX XXXX minute, again, speaking to XXXX about my situation and she has no answers. She requested that I send the document from XXXX to her. I did that already to XXXX in early XXXX and nothing has been resolved. I was then not allowed to speak to a manager because, " he just left. '' Really ... XXXX. He's there and doesn't want to talk to me. So how are the minions going to get what I need done when everyone knows that it's above their pay grade? I'm done. I'm done working through CFPB and the XXXX, I'm done calling and begging for help and lucky for your associates and managers who actually pick up phones I'm done yelling. I want this resolved. I want the XXXX restored back to escrow which is apart of the XXXX that was promised in a letter from XXXX XXXX sent on XX/XX/XXXX. XXXX was credited back- I want it all. Just as the paper says. Oh wait? Did the company XXXX up again? Did you mean to only really credit back XXXX and there was a typo? Too bad, it's in writing. Now, I want it and I want it done now. Three and a half months to fix YOUR mistake, IS TOO LONG TO WAIT. You're messing with peoples lives. We will not pay you another nickel until this is finally, FINALLY resolved. Perhaps that will get your XXXX XXXX attention. May then YOU'LL care that you're not getting YOUR money. Fix it, again. Thanks for fixing it before, again after three and a half months. Way to be on top of that. It's now XXXX my time, that's another 34 minutes on hold waiting for a manager. They are waiting for me to give up, hang up and pay them money they OWE ME. I wish them luck with that. You will see the letter from XXXX XXXX. As well as the email from XXXX doing nothing to assist. I hate, with a deep seeded passion, this company. With any luck, they will go bankrupt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unable to receive a statement by mail, phone, email or sign on to the web. Not sure if payments have been credited, should be two months ahead before but unable to to verify
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The loan to value on my mortgage is less than 75 % and LoanCare has refused to remove PMI. I called Loancare on XXXX to request removal of PMI. On XX/XX/19, I received a letter dated XX/XX/19 from Loancare stating the request was denied. I called Loancare on XX/XX/19 and it is clear that they are calculating the LTV incorrectly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49401
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare still is unable to update my payments to current. I have never missed a payment. They misapplied my funds to principle and fixed my credit for escrow misapplication but still show me as owing XXXX payment. I have been Working with XXXX XXXX and he has been waiting for the Cash department to apply updated payment for XXXX. I have been marked as late by Loancare and my fear is they report to credit bureau again. I need them to apply XXXX Payment correctly and show me as current on loan and XXXX payment is next payment due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34689
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with XXXX during this time with XXXX there was a mix up with my escrow stating that the escrow account had a shortage of XXXX. XXXX did a escrow analysis and found that the shortage had been paid this happened in XX/XX/XXXX.So now that XXXX transfered my loan to Loancare in XX/XX/XXXX Loancare is stating I have a escrow shortage.I have reached out to Loancare they did a escrow analysis stating i have the shortage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A