Date Received: 2019-06-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have made several attempts to communicate with my new service, XXXX, on the option of having my mortgage recasted. I have paid my mortgage balance down, their website states that this is an option for customers. I have called and they stated for me to email them at XXXX which I did on XX/XX/. I called a week later to follow up on my request and the caller stated that a supervisor would be emailing me the next day. This did not occur. I went on their website and sent a message through " contact us '' link and asked for the same thing. When I went to follow up on this request, I literally sat on hold for 35 minutes waiting for them to pick up. I want to know what I need to do to recast my loan. The first time I called they pressured me to try and refinance my loan and I am not interested in that. I am not sure why they are not communicating with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with LoanCare Servicing. I have been on electronic statements and records for a long time. Over the last few weeks I have been unable to access my online account, and therefore can not access statements and other information vital to the process of escrow for a new home. Several times I have waited on hold for very long periods trying to get LoanCare to fix this. Each time I am told they will call me back " in a few days ''. I never receive the call. My attempts to resolve this via email have not been successful. LoanCare is harming my ability to obtain a new loan, see the status of my existing account and manage any account aspects. They have also been very rude each time I have discussed this issue with them. LoanCare Servicing XXXX XXXX XXXX XXXX XXXX, AZ 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: 95667
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX LoanCare XXXX XXXX We started a short sale with LoanCare on XX/XX/XXXX. On XX/XX/XXXX we were countered to $ XXXX. On XX/XX/XXXX we emailed the increased offer ( $ XXXX ) along with the updated HUD. We called in several times since XX/XX/XXXX and were told yet again today XX/XX/XXXX that there was no ETA on decision. However, today they are claiming that the XXXX offer was marked too low on XX/XX/XXXX -- - I was never told about it when calling in, multiple times, over the past 2 weeks. The manager claimed that final decisions about existing offers are not made until underwriters completely review the file. Had no explanation as to how we were countered on XX/XX/XXXX since the underwriters had also not completed their review at that time either. *****When pressed further, the manager claimed that they are investor driven and do not care about any other law, and that investor guidelines supersede State and Federal Law. Additionally, they stated " California law doesn't faze me ''. Since we end up having to file complaints on every file we have with LoanCare it is apparent they are not training their employees at all. Their employees do not know the difference between a lien and a financing statement, do not know how to read a HUD, are attempting to act as title and escrow ( which is a conflict of interest ), and do not understand Lien Priority. They have a training program that seems to be based on learning from their mistakes and CFPB complaints. Please reference the following complaints that we have filed on LoanCare : XXXX XXXX XXXX XXXX For once we ask that LoanCare 1 tell the truth 2 dont try to commit a RESPA violation or other type of short sale fraud when reviewing their files. I want them fined the maximum of $ XXXX and for them to undergo training to learn how to properly service their loans. If they are refusing to adhere to their servicing obligations and are not willing to abide by California State and Federal Laws, then they need to be banned from doing business in the entire nation. CC : For ease, we are cross filing this complaint with the following organizations : 1 ) State of California Attorney Generals office 2 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: I had a bankruptcy several years ago - only on credit cards. I reaffirmed my home mortgage, but XXXX has never reported to the credit agencies since then that I make my mortgage payments each month for years now - which would help improve my credit score. Please help me. I need to increase my credit score. XXXX has filed bankruptcy themselves and now my mortgage is going to LoanCare LLC - XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX, phone numbers - customer service XXXX and collections XXXX. Every time I had my bankruptcy attorney send a reaffirmation of my home mortgage - they would just say it wasnt the right paper. So now my bankruptcy attorney says he wont help anymore. Please help me - Im a single mom to a XXXX year old boy who is on the XXXX for XXXX, a XXXX XXXX, and I divorced my sons father ( my ex-husband ) because he was so abusive to myself and my son. I still cant seem to financially recover from that horrible time in my life even though I filed for divorce in 2011.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home on XX/XX/2019, two weeks after purchasing our home and getting a loan through XXXX our home was transferred to LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ). We have never received a statement or any documentation stating the account was going to this new company. We have never received a loan number, payment amount or any information stating what date our mortgage was even due. I contacted XXXX whom gave me the companies information. I then called LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ) and the rep. stated she would mail me a statement which never happened. I called again today XX/XX/2019 for them to tell me our loan is one month delinquent and the next payment is due tomorrow. I requested a supervisor and let her know that they never sent me anything and I can not make a payment until I have the paper documentation. She read me the address they have which is the correct street address but incorrect city and zip code. I t hen requested my past due payment be moved to the end of my home loan since this is NOT my mistake.. the woman said they will not do this. I requested her supervisor and have not heard back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I XXXX XXXX purchased XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX on XX/XX/XXXX I used XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Pa. At closing XXXX was held for school tax for XXXX county PA. My original loan company at time of closing was XXXX XXXX XXXX XXXX XXXX these taxes were distributed to the lender from XXXX XXXX XXXX. On XX/XX/XXXX my loan was sold to Loancare these funds were transferred and deposited to Loancare on XX/XX/XXXX XXXX was deposited to predistributed payments account these taxes were due in XX/XX/XXXX and not paid. They are still sitting in Escrow I have never missed a mortgage payment EVER. I pay on time all the time I have contacted this bank over 25 times by call by email I have held for hours I have spoken to supervisors only to be put on hold and hung up on I have never been treated so poorly. I am in danger of loosing my home that I pay on every month I pay my insurance I pay the taxes to them religiously every month. My home will be put up for sale for back taxes that I paid and I can not get anywhere with them no help whatsoever I have all records of the payments and all of the info shows as well on their website and they still will not help me. I have never experience anything like this in my life my account # is XXXX Loancare XXXX XXXX XXXX XXXX XXXX VA XXXX Please help me they are ruining my life I spend hours trying to correct this since I received the firs tax notice and they will not help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 185XX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been sending documents from XX/XX/2018, to XXXX XXXX for a loan modification or workout or some kind of help so that I would not lose my home. We sent at least 15 packages to XXXX, before they gave the loan servicing to Loan Care. Before XXXX gave the servicing to Loan care they pretended that I was approved for a loan modification. I waited and then Loan care came into the picture. WE sent the same documents to Loan care at least another ten times and now they have sent me a denial for a loan Modification : Reason - Max amount that can be modified by XXXX/LoanCare. I was never notified of any max amount for my loan to be modified. I have been sending in documents continuously to save my home. If there was truly a max amount and my loan could not be modified because of it why was i not notified before? All of the workers gathering documents never once said a reason that I received in the denial letter. There are some very serious issues going on with XXXXLoan Care with the servicing of my home loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on this house XX/XX/XXXX. Initially, the loan was VA through XXXX XXXX XXXX. Approximately one week after receiving our mortgage information from XXXX XXXX XXXX, we received notice that our loan had been acquired by LoanCare ( Formerly XXXX XXXX XXXX ). Since we received the LoanCare information prior to making our first mortgage payment, we were able to send our first payment to LoanCare. First payment was made XXXX XXXX, XXXX, as evidenced by XXXX XXXX XXXX Online Pmt Chk XXXX in the amount of {$1500.00} on our bank statement. We use electronic bill pay through XXXX XXXX XXXX XXXX. The payments are sent exactly as indicated on the mortgage statements that come in the mail. Addressed as follows : XXXX XXXX XXXX XXXX XXXX XXXX LoanCare XXXX. XXXX XXXX XXXX, PA XXXX LoanCare started calling with robocalls XX/XX/XXXX. I receive a lot of spam calls and do not answer XXXX, XXXX, XXXX-types of numbers. I trust that if they are a legitimate business that they will leave a message. I received calls from LoanCare at least once a day for approximately 1.5 months before a voicemail was received to indicate who was calling. It was a robocall message that stated, Please return our call at LoanCare with no additional information. This was XX/XX/XXXX. I called LoanCare immediately and was informed that they did not receive payment for XX/XX/XXXX and because of that, all subsequent payments were considered late. I have spent every single day since that first voicemail trying to prove to LoanCare that I have not only made all of my payments, but that they have been made on time. We are a small farm and I have spent countless hours on hold and working on this issue which means we have been losing money. Every time I talk to a representative, they tell me what I need to do and I do it. They started off telling me I needed to send in a screenshot of the money clearing my bank, so I did that. They never called me to tell me that the information was insufficient or that there was any kind of problem with what I had sent. I started to receive the robocalls again, so I called and found out that the information that I had sent was insufficient and that I needed to call my bank and have them send me a transmittal form which would show LoanCare that my payment had cleared. Just call and tell them that you need that form and they will know what you are talking about. I talked to THREE different departments at my bank and no one or their supervisors had ever heard of this form. They stated that the only thing that would show the information that LoanCare needed would be the bank statement. I made several more calls to LoanCare attempting to explain this and at one time was told by a representative that they would put some kind of hold on my account while it was in dispute so that I wouldnt get sent to collections or the credit bureau. Two days ago I received an email from my bank stating that my credit score had dropped due to LoanCare reporting my late payments. Yesterday I received a call from collections. This morning, I received an email stating that my most recent payment had been rejected by LoanCare and the funds were returned to my account. I called AGAIN and was told that the entire bank statement that I'd sent was insufficient proof and that I need to send this transmittal form and that its the only thing that they will accept. Other various things that I have been told by representatives when I call : You made your payment to XXXX XXXX XXXX and thats not us. We never got your payment. You made your first payment to the other loan company and they never sent it to us, so you need to call them. Im going to put you on hold for a supervisor. If you dont want to wait on hold, just enter your number when prompted and one will call you back. ~I can not tell you how many times Ive waited over an hour and a half on hold, gave up and put my number in and NEVER gotten a call back. Hours of my life just wasted on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After 24 months of on-time mortgage payments I requested an appraisal on my home in order to get the mortgage PMI removed. Initially, I was given an incorrect email by the agent at My Loan Care. When I followed up with the company I was told that my only option was to fax a letter to the PMI department and that the previous My Loan Care worker was wrong. I faxed the letter to My Loan Care and put in the letter that I was requesting an appraisal and the my request be expedited due to their staff providing false information. After a few days I called My Loan Care to follow up on my request. I was told the PMI removal request had been denied because I didn't have the correct loan to value ratio. They said I has to submit a request for an appraisal. I told the call agent that I had included a request for the appraisal in the the letter I had already faxed. The agent agreed to take payment over the phone. On XX/XX/2019 the Appraiser performed his assessment. He told me that he would send his report to My Loan Care by XX/XX/2019. The week of the XX/XX/XXXX I tried numerous times to get assistance from My Loan Care.I spoke with someone who told me that they would submit my request for a copy of the appraisal and that my PMI review would be processed XX/XX/2019. However, I never received a copy of my appraisal or notification of the PMI review. My calls to the center since this request have been in vain. When the call menu offers an option to call me back when it's my turn in the queue I never receive a call back. In another instance, I waited on hold to speak a call worker for 52 minutes and then she transferred me to the wrong department and had to start over in the queue. Another time, I waited for over 30 minutes only to talk to a call worker who put me on hold so long that the call disconnected. After searching the My Loan Care website I found a link to request my appraisal documents. I submitted the request XX/XX/19 and still have not received my documents. I have email confirmation of this request. I have also made earlier attempts to contact the company via the " Contact Us '' link on their website, but this option does not provide email confirmation. I can see that the house 's new appraisal value has been added to my account so I know the company has the appraisal documents. I believe this company is not only unable to deliver timely, informed service, but they are willfully postponing the removal of the PMI from my mortgage so that they can make as much profit as possible. I also believe that I am entitled to a copy of my home 's appraisal report and since I paid for the appraisal I should be sent a copy immediately. My home has appraised for more than enough to have 20 % equity and I have waited the required 24 months to file for PMI removal. This company is not following their own rules.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23225
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: LoanCare has not provided a lien release on our home. The funds were wired from our XXXX XXXX account on XX/XX/XXXX. I did not realize release had not been done until early XX/XX/XXXX when my wife and I was in the middle of another business tranaction. This has caused that process to be stopped until this gets resolved. My first call to LoanCare was on XXXX at which time I was told by servicer it would be resolved within 3 business days. I checked with county recorder website on XXXX and release had not been done. I called back immediately on the same day and was told it would now be escalated and an e-mail sent. The e-mail stated I would be contacted in 3 business days. This did not occur. I called again on the XXXX and servicer including manager told me it would be done in one more business day and I would receive a call with update. That again did not occur. I called today XXXX and was told again they had no further information. I asked to speak with manager and I am still on hold ( 20 min ) Every time I call in, which requires me to provide my loan number I am informed I have a {$0.00} loan balance. I can not complete my current transaction until this is resolved. I just spoke with manager, XXXX and was told each time I call it goes to the company 's escalation team and their lien release department was informed on XXXX. Manger told me lien release department does not accept phone calls, there is nothing else I can do. The quality and professionalism I have received is unacceptable and I am asking for your intervention. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86314
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A