Date Received: 2019-05-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loancare keep reporting false information to credit reports. These false reporting cost me jobs and personal and car loans. I have only 4 or 5 on time payment past 2 years reported which is false. Update correctly loan balance they got XXXX or XXXX + on credit report but XXXX on website and paper work XXXX. XXXX XXXX paid. XXXX paid. XXXX paid XXXX paid. XXXX paid XXXX paid. XXXX paid XXXX paid. XXXX paid. XXXX paid. XXXX paid XXXX paid XXXX paid XXXX paid
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38128
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX I was given a loan payoff quote for {$260000.00} good till XX/XX/XXXX. I sent 3 payments starting on XX/XX/XXXX of {$67000.00}, XX/XX/XXXX {$100000.00} and the last payment on XX/XX/XXXX for {$100000.00}. I sent the payments through online bill pay because the max amount allowed to sent was {$100000.00} thats why I sent 3 payments and also the payoff quote did not specify the money had to be in one lump sum just be there by the XX/XX/XXXX. When the first payment went through they took out {$980.00} in interest. This should of not been done because I already made XXXX payment on XX/XX/XXXX. So they took XXXX interest when they should not of plus theres only 14 days between XX/XX/XXXX and XX/XX/XXXX and the calculation of interest taken is incorrect. I called them on the XX/XX/XXXX and asked why my loan is not paid off and they said they had to forward this matter to another department and can take of to ten days. I called today XX/XX/XXXX and they said I will get a call back from a supervisor and never did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91752
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to have the PMI removed from my 30 fixed rate mortgage. When I called about this about 1.5 years ago I was told that Loan Care would have to have an independent Appraisal done. The cost would be about {$400.00}. I was not sure if my home would appraise for the required amount to meet the LTV. I was told LTV needs to be 78 % or less. I decided to wait. On XX/XX/XXXX I got a Real Property Notice of Valuation from the county Assessor stating that my property value had gone up. When I checked the numbers my property value had gone up enough to meet the LTV of 78 % or less. I decided to try again to have the PMI removed from my loan. I called and was told to submit an email request to XXXX which I did on XX/XX/XXXX. I got an email response the next day. The response said I should hear something back in 5 business days. I got no response. I decided to call Loan Care XX/XX/XXXX to see what was going on. I called and asked about having my PMI removed. I was told that I need to submit another email request asking for a home appraisal and that I would cost {$910.00} dollars. This is more than double the cost from the first time I called. I feel like Im being robbed. So, no one at Loan Care bothered to tell me this until I called even though I asked for any information about the process in my initial email. Ive have owned another house and was not charged anything to have the PMI removed. The fact that Loan Care will not accept the county Assessors appraisal seems like a totally unfair and unethical business practice to me. The fact that they more than doubled the cost of their appraisal also seems totally unfair to me. It seems like robbery. I want Loan Care to accept the county assessors appraisal and not charge me anything. I have great credit. I have always paid my mortgage on time and in full.
Company Response:
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original servicing agent XXXX when bankrupt and ceased servicing my mortgage on XX/XX/19/ Loancare LLC ( " Loancare '' ) was the successor servicer assigned to my account. Two payments were made to Loancare XX/XX/XXXX and XX/XX/19. Loancare was promptly contacted and wanted proof of payment which they had previously acknowledged receipt of via email. They verbally agreed to refund the duplicate payment upon receipt of confirmation of payment which they had already acknowledged receipt of via email. Upon receipt of my proof of payment they allegedly will send me my refund after a three day processing time.
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: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a refinance closing with XXXX XXXX on Wednesday, XX/XX/2019. XXXX obtained a payoff from LoanCare dated XX/XX/2019 in the amount of {$230000.00} ( Exhibit B, pages 3-8 ). XXXX wired {$230000.00} to LoanCare on XX/XX/2019. The wire was returned by LoanCare because the payment was short ( Exhibit A, pages 4 and 5 ). On XX/XX/2019, LoanCare paid my homeowners insurance the sum of {$2200.00}, that is due by XX/XX/2019. On a conference call between myself, LoanCare and XXXX, LoanCare states that I owe them {$1300.00} because they paid my homeowners on XX/XX/XXXX, which caused the {$1300.00} deficit in my escrow account. XXXX said they have nothing to do with the payment of homeowners by LoanCare and would not include the {$1300.00} in the payoff the {$1300.00} deficient being the reason LoanCare refused payment from XXXX. So, here I am ; I havent paid LoanCare its XXXX, 2019, payment because of my closing, and XXXX reminds me that I will owe them my first payment on XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75189
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We filed for Chapter XXXX Bankruptcy in XX/XX/XXXX, after two years of submitting payments timely to the trustee, we requested approval from the bankruptcy trustee to purchase our home. The trustee approves the loan so long as it meant several requirements, such as the loan could not exceed a certain amount, interest rate could not exceed more than a certain percentage and our monthly payment with taxes, etc. escrowed, couldnt exceed a certain amount. We purchased our home while still in active bankruptcy and XXXX XXXX closed our loan. Within no more than two months, LoanCare took over the servicing of our loan. Within no more than twelve months we received a document saying that our payment had increased and the amount was increased higher than what was approved by the bankruptcy court. This caused us to get behind and LoanCare stopped posting our payments to our account when we became 60 days past due. I contacted them when we became delinquent and I was told to submit a loss mitigation application. We submitted five loss mitigation applications starting in XXXX thru today. LoanCare continuously failed to reply timely and only after we would spend countless hours on the phone and trying to communicate in any way possible would we ever receive a response. The last application was submitted in XXXX. We never received a reply until we contacted LoanCare 33 days after we submitted the application to find out that our loan was in process of being sent to foreclosure. We then spent the next several weeks trying to obtain information on why the application had been denied, which we were given a reason that was not accurate or true or correct. Once we found this out, we sent an appeal letter for the denial and have yet to hear anything or be able to contact someone that can speak with us regarding our account. In addition to this, we have been requesting an itemization of our account and our first request for this information was a year and a half ago. We received it for the first time this week. Because we had been unable to obtain this information, we sent a formal dispute and requested documentation to show the validity of the debt - to which we have yet to receive a response on. We were informed by the foreclosure attorney that is representing LoanCare that the itemization had been sent previously, however, was unable to locate any tracking or proof that this actually occurred. Finally, I am concerned that an attorney that represents a party other than the owner of the debt can have authority to wrongfully foreclose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77044
Submitted Via: Web
Date Sent: 2019-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Property address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX with Loan Care - transferred to XXXX XXXX in XX/XX/XXXX Owners : XXXX XXXX XXXX ( myself ), and my daughter XXXX XXXX XXXX 1 ) After transfer of my loan to XXXX XXXX, the company has force placed Flood Gap Insurance, thus increasing my payment by {$69.00} ; from {$1500.00} to {$1500.00}. 2 ) When I contacted them to inquire, they told me my HOA doesn't have adequate coverage, and does not meet the FEMA guidelines, even though the HOA XXXX XXXX HOA has a current XXXX XXXX Flood dwelling pol # XXXX for {>= $1,000,000}. This is an increase of over {$200000.00} from the previous year. 3 ) The company did adjust my payment amount, however it only went down by {$20.00}. There is still an increase in my payment of {$49.00}. ( {$49.00} x 12 mths = and increase of {$590.00} annually. ) It can not be from my taxes, because my taxes from XX/XX/XXXX to XX/XX/XXXX have only increased by {$69.00}, so it can't be from that. I don't know why they have charged me so much extra. 4 ) Whenever I call this company to inquire about something, the hold time is sometimes an hour long. Then I get transferred everywhere without ever having a resolution to my problem. I'm often told different thing. I don't know what the first adjustment was for, but as mentioned was able to get about {$20.00} removed from the increase in payment. 5 ) I decided to pay {$10000.00} on the principal in order to lower the amount so I could get the PMI payments of {$210.00} removed from the loan, but I'm 1 % shy of getting to the 80 % LTV. But when I contacted them requesting to have the PMI removed, I was sent correspondence telling me that I have to have my loan paid down to 75 % LTV before they can remove the PMI. I thought that the Homeowner 's Protection Act of 1998 said that there needed to 80 % Principal paid in order to have the PMI. Doesn't that still apply, or does each company make up their own rules for that act? 6 ) How is the 80 % calculated? My purchase price was {$240000.00}, and my principal is {$200000.00}. According to my calculations, if I pay down another {$2600.00} on the principal, then I would be at 80 % ( XXXX=80 % ). Is this the right calculation for the 80 % to be satisfied? 7 ) Another thing I have asked the company for is a copy of the declaration page for additional flood gap coverage on policy # FL {>= $1,000,000} that they have placed upon my condominium. They have never sent one. Doesn't the consumer have a right to get a copy of the declaration page for something that they are being charged for? 8 ) The company also charged me a late payment of {$25.00} when I had made a payment over the phone on time, since the payment I had mailed in had not been applied by the deadline. This was during the time that the company was transferring over from one lender name to another, and I think they were back-logged so a lot of payments were probably not processed on time. This double payment withdrawing from my account caused my mailed payment to be rejected by the bank, and they charged me for it, even though I told them that by having to make a phone payment since my payment hadn't been applied, the one I mailed in I'd be placing a stop payment on it. They eventually did refund the {$25.00}, and this should not have caused a late payment on my account, since there never has been one late. I am very upset about this whole situation, the lack of good customer service, and I wonder how many other consumers besides myself have been affected by their payments going up by at least {$600.00} annually. This is not an ARM. I have a 3.875 % interest rate on my loan. There is no reason they should be allowed to get away with this. I hope by making a complaint to your organization, that you can help me along with perhaps many other homeowners who may have been affected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property taxes were due XX/XX/XXXX, and they were not paid. I received a notice from the XXXX County Tax Assessors office in XX/XX/XXXX that the taxes were not paid and incurred a penalty fee. I called my mortgage company, Loan Care, and they stated they would take care of it and incur the penalty fee. They did not supposedly pay until XX/XX/XXXX, per my monthly statement. On XX/XX/XXXX, I received a call from XXXX XXXX with the XXXX County Tax Assessors office that my property taxes were not paid. I called Loan Care that day and was told there is no one I can talk to and that I have to submit an email to XXXX with the issue. I submitted the email that the taxes have not been paid and they need to submit proof of payment including the parcel ID ( XXXX ) to XXXX. I received a confirmation email from them with a reference number of XXXX and it could take 15 business days to for research to be completed. I emailed them again, XX/XX/XXXX, with the above reference number, that no one has reached out about the property taxes issue and this is an urgent matter. I spoke with XXXX on XX/XX/XXXX and told it would be XX/XX/XXXX for an answer as it was still under review. XX/XX/XXXX I spoke with XXXX and told review is in progress and reopened on XX/XX/XXXX with a close date of XX/XX/XXXX but awaiting " XXXX '' to be removed. She did not know what " XXXX '' meant. On XX/XX/XXXX I spoke with XXXX and told she would send this to the manager but it would be 3-4 business days for a response but probably 4 days. She said she is in Virginia and they are in Florida so it is not like she can just go talk to them. I am growing more frustrated because I am unable to talk to anyone with authority to tell me what the problem is and why it has not been resolved. All they need to do is forward a copy of the payment with parcel ID to the email I provided. The current technology would allow this to be done in a matter of minutes via email. Any help would be appreciated. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX/LoanCare 's statement dated XX/XX/XXXX showed that we owed a payment of {$3300.00}, due XX/XX/XXXX. The Explanation of Amount Due showed principal in the amount of {$660.00}, interest in the amount of {$1900.00}, escrow in the amount of {$790.00} for a total Regular Monthly Payment of {$3300.00}. There was also an additional {$20.00} fee on the Total Fees and Charges line. This comes to a total of {$3300.00}. I sent a payment ( my check number XXXX ) in the amount of {$16000.00} on XX/XX/XXXX. In addition to the {$3300.00} detailed above, I included an additional principal payment of {$13000.00}. This additional principal payment was noted on the payment coupon. According to LoanCare 's online record, this check was received XX/XX/XXXX. Instead of correctly crediting the loan in the amounts shown above, on XX/XX/XXXX the online record shows LoanCare applied the payment as follows : - For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. LoanCare erroneously did not apply {$20.00} for the fee on the statement dated XX/XX/XXXX and due XX/XX/XXXX. - For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. This was an error made by LoanCare. LoanCare had not sent a statement for the payment due XX/XX/XXXX. {$20.00} of this should have been applied to the fee assessed by LoanCare on the XX/XX/XXXX statement and the rest applied as an additional principal payment. - A principal curtailment of {$10000.00} was applied to the account. As noted on the payment coupon that was included in with the payment I sent XXXX XXXX XXXX/LoanCare, the additional principal that should have been applied was {$13000.00} Upon receiving a statement from LoanCare dated XX/XX/XXXX, due XX/XX/XXXX, I discovered LoanCare 's misapplication of my payment. I called LoanCare customer service on XX/XX/XXXX. I spoke with XXXX, LoanCare customer service representative number XXXX. We reviewed the errors made by LoanCare outlined above. She agreed that the amount credited for the payment due XX/XX/XXXX should be reversed and credited as an additional principal payment as had been indicated on the payment coupon, and that the {$20.00} fee would be correctly credited. Any stated that this would be done within 5 business days ( XX/XX/XXXX ). I further explained that since there would now be a payment due XX/XX/XXXX I would mail that regular payment of {$3300.00} using the payment coupon included with their most recent statement. I made that payment by my check number XXXX on XX/XX/XXXX. XXXX stated that this was fine and that the payment would be processed correctly as the payment due on XX/XX/XXXX. LoanCare, as usual, did not process the corrections they commited to complete. As shown on LoanCare 's statement dated XX/XX/XXXX, due XX/XX/XXXX, shows LoanCare further complicated problems by taking the payment that I sent on XX/XX/XXXX and applying it incorrectly. Instead of treating it as a regular payment, they took the {$20.00} fee from that payment and applied the remaining {$3300.00} an additional principal payment. In summary, LoanCare needs to correctly apply the payments I have made since XX/XX/XXXX. -My check # XXXX dated XX/XX/XXXX in the amount of {$16000.00} should have been applied as shown on XXXX XXXX XXXX 's statement dated XX/XX/XXXX and due XX/XX/XXXX : - principal {$660.00} - interest {$1900.00} - escrow {$790.00} - fee {$20.00} - additional principal payment {$13000.00} -My check # XXXX for a regular payment in the amount of {$3300.00}. The correct breakdown of principal, interest, and escrow allocation for this payment is dependent on the correct application of the payment above. -LoanCare needs to send me a statement showing the correct application of these payments, as well as a correct statement for my next payment due on XX/XX/XXXX. Since LoanCare took over servicing our loan in XX/XX/XXXX, LoanCare has processed only one of our payments correctly the first time. They are exhausting to work with.
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: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid {$5200.00} on XX/XX/XXXX to XXXX. That was past due and 1/2 of XXXX 's payment. I paid {$350.00} on XX/XX/XXXX to XXXX, that was the second half of XXXX payment. I paid {$350.00} on XX/XX/XXXX to XXXX that was the first half of XXXX. I paid {$350.00} on XX/XX/XXXX to XXXX that was the second half for XXXX. I then saw on XXXX statement that XXXX had applied {$840.00} to " attny Adv Disb '' and {$190.00} to " Corp Adv. Disp '' this is incorrect. I contacted XXXX and was told the amounts would be corrected and they would put the {$1000.00} towards the remaining {$350.00} of XXXX and the rest towards XXXX. That is {$680.00} that should of been put towards XXXX payment leaving a remaining balance of {$25.00}. I made payments of {$350.00} on XX/XX/19 and XX/XX/19 directly to Loan Care ( who took over the mortgage ), both of which have been cashed by Loan Care which is a full months payments to use for XXXX. The only remaining balance that should of been shown is {$25.00}. It was then found that XXXX also misapplied a payment received of {$350.00} by putting it towards non existing late fees. This was suppose to be corrected as well ( Loan Care is who informed me of the payment being used towards late fees, XXXX is who confirmed they had fixed it ). With that correction, it would of XXXX XXXX out the {$25.00} and put {$320.00} towards what is due for XXXX. I have been on the phone atleast twice a week with Loan Care for the past 3 weeks trying to get this corrected still with no success. I just want it fixed so I can pay the remaining {$370.00} for XXXX and get set up on auto payments starting in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17036
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A