Date Received: 2019-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage account was with XXXX. It got transferred to Loancare because XXXX filed for bankruptcy. With XXXX, I had enrolled for direct withdrawal of monthly mortgage from my bank account. Loancare sent a letter detailing the new account number. The letter also had payment vouchers asking me to make the next mortgage payment along with the payment vouchers. I assumed my bank details are not transferred from XXXX to Loancare and hence they are asking me to send payment along with the voucher. After the above payment was made and credited to my mortgage account, Loancare sent me another letter saying that my morgage payment will be withdrawn from my bank. Apparently my bank details were transferred from XXXX to Loancare. I have tried calling Loancare customer service couple of times. After waiting for an hour on line, I gave up both the times. In the meantime, my bank account was debited for 2nd payment this month. I have sent them email ( including to C level executives ) requesting that refund of the 2nd payment because I need it to pay my other bills for the month. There is absolutely no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm having a HUGE problem getting a resolution, or really anyone on the phone to help me with the lending company, LOANCARE, that my mortgage lender ( XXXX ) uses. Long story short, they input my hazard insurance premium in late XX/XX/XXXX as XXXX dollars, when it was supposed to be a one time payment and they didn't catch it until almost two years later. Now, I'm XXXX in escrow and my payment went up XXXXXXXX dollars. I can't afford that and I will end up having to let the house go ... and I beg you to help me. I've been working on this with them since the beginning of XX/XX/XXXX and I'm just getting passed around and around. I'm not paying for their XXXXXXXX XXXX. I'm not. I've begged, I've pleaded, I've threatened ... I have done it all. I called and have spent 40 hours, or more, on the phone with these people, all supervisors : 1. XXXX, insanely unhelpful with an attitude and didn't help me at all. Wouldn't give me to her superior. 2. XXXX XXXX. Spoke to him in mid XX/XX/XXXX- he told me he would get back to me about the payment to be made in XX/XX/XXXX and never did and then could never get him on the phone after mid XX/XX/XXXX. Then XXXX comes out of our account after he told me that it wouldn't come out and I could stop the auto draft. He lied. 3. XXXX. XXXX worthless as XXXX on a bull. Spoke to her XXXX and didn't help me do anything except say she'd push it up to her boss and she'd call back, which she didn't. 4. XXXX XXXX, somewhat helpful, called me back on XX/XX/XXXX to tell me that she didn't know what was going on, expect that she pushed it up to XXXX who is going to look at it. She was supposed to callback Friday, Monday and Tonight XX/XX/XXXX and didn't just to keep me updated. 5. XXXX, helpful. On my team, yet no power to wield. Pushed it up to someone, and nothing happened ... again. Said that they XXXX XXXX and should eat it ... yeah, no XXXX. 6. XXXX XXXX, the woman I had been trying to speak with since mid XX/XX/XXXX. She called me back on XX/XX/XXXX left a message. I called her XXXX back and left a message and didn't hear from her. I called back, again tonight and raised XXXX with XXXX and then XXXX called me personally, after 43 days of trying to resolve this issue. Who told me that pushed it over to legal who has a 30 day turn around to get me an answer. 7. Sent an email XX/XX/XXXX demanding answers. Silence. 8. Sent an email requesting an escrow analysis done that I was supposed to have back to me XX/XX/XXXX. I STILL DON'T have IT! That's insane. ______________________________________________________________________ Here are my issues with escrow : 1. Some XXXX in the insurance department put in XXXX as my insurance premium for the year, not as a one time payment like it was stated that it was. Which effected everything. I'm not paying for some else 's mistake. It's their job to literally calculate numbers. 2. I already paid my insurance for a whole year in my Closing Documents, then they paid it again. Fraud or negligence? It's really hard to tell the numbers keep changing every time I talk to someone. 3. In my Closing Documents, page 4 of 6 the escrowed property cost were projected to be XXXX. Did anyone look at that? I assume not, since when I called the first 20 times, no that's not an exaggeration, LoanCare didn't have my closing documents. How is one supposed to service my loan sans the closing docs ... by guessing??? Absurd. XXXX XXXX. 4. The collection for XXXX dollars makes no sense to me any longer, after having been over it a hundred times with costumer service reps- something is very wrong. 5. I paid via credit card an entire years premium for my hazard insurance. Check the Closing Documents on page 2 section F, highlighted in yellow for a total of XXXX, from XXXX XXXX XXXX XXXXSomething is wrong. Below is a receipt of the credit card payment made for the premium for XXXX. I did not receive a refund from XXXX, just to clarify. 5.A. I spoke to a supervisor named XXXX and we determined that still what they're paying out for insurance for XX/XX/XXXX STILL isn't correct. I was told that XXXX $ $ or so was paid out in XX/XX/XXXX or is to be paid out and my insurance is almost XXXX XXXX for this year ... The madness has to end. 6. I can only assume that part of the XXXX XXXX is escrow in its full capacity via the law. Considering that there's a huge mistake, I'd like to request wiggle room within that suits both myself and my wife and as much as it pains me to say, your company. Not that the company deserves it, or even earned it. But see me saying I'll help you help me? See how that works? 7. I received my escrow in XX/XX/XXXX to find out the I was only XXXX. Ok great, then went and found out that they weren't charging enough for taxes, so I made up for that by saving for it. Yet, they do not show in my mortgage statement the breakdown of taxes or insurance, thus how am I supposed to know that they're doing their job wrong when there isn't a breakdown and I'm informed via my escrow analysis in XX/XX/XXXX that it is only XXXX off? Literally a company that exist to do just that, to get it right based on what my hazard insurance tells you the premiums are. And then all of the sudden we go from XXXX to XXXX?? Nope. Nope. Nope. There was time to catch this in early XX/XX/XXXX, and the mistake wasn't caught by the escrow/insurance team. Not my fault. 8. I was told on XX/XX/XXXX ( there about, mid XX/XX/XXXX ) by XXXX, that he'd get back to us about what payment we'd be making for XX/XX/XXXX, because I didn't want to pay the XXXX additional until this mess was figured out. No phone call. Emailed him. Email bounced back. I call to stop the auto draft, and am told that I can't despite XXXX telling me that I had that option. Then XXXX comes out of our account! ______________________________________________________________________ Customer " Service '' Issues : I have spent over 40 hours on the phone with countless costumer service reps, at least six different supervisors and four different supervisors of the supervisors. " upper management '' as they've called themselves. Our biggest issue with LoanCare is the extraordinary amount of time, stress and lack of giving a XXXX the company has expressed in real action. I've been given the excuse that, " She's very busy ... '' I don't doubt that XXXX XXXX is a busy woman, or that XXXX XXXX, or XXXX are busy people. I do not at all. You know how busy we are? Just as busy as you I assure you and if I gave that excuse to my boss or my student my XXXX is XXXX XXXX fired. XXXX. XXXX. I do not care how busy anyone is and it's a horrid excuse for the behavior and ill treatment my wife and I have been given. And needless to say I'm XXXX. NO ONE IS TOO BUSY to call someone back within 43 days. 43 days, over forty hours, probably more to get someone to do something and yet here we are still waiting on someone to get back to someone, to call someone to confirm the simple fact that you have screwed up in more ways than one. And now I'm told that it may take up to 30 days to get a response from this 'legal team ' to correct their wrong. This is the worst treatment I've ever had to deal with. Over 40 hours and 43 days to resolve a major issue with someone's mortgage going up XXXX!!! Unacceptable. Please help me get a response from these XXXX XXXXXXXX before I have to take more time off and fly to Virginia XXXX to end up in someone's office to take care of this XXXX face to face before I lose my home. Please. And thank you. Thank you for existing and helping the peons get responses. I'm very glad, grateful and elated that someone is there to help us, despite my own horrible tone and frustration and acerbic vernacular. It's either cussing or breaking things. So I choose cussing.
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: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, the Secretary of my condo association sent an request to my mortgage company on my behalf letting them know the owners have decided to dissolve our association. The Association attorney gave her a form to send to all the mortgage companies to sign. I gave her my mortgage information with my permission to send it. I received an email ataing they needed my authorization from personal email or a written authorization which I immediately sent an email back. When I did this, they replied on XX/XX/2019 not to me, but in the Association 's Secretary 's name to my personal email. After a few weeks I called them and contacted them by phone and was told the form needed to go to a different department but it would be escalated. I explained that I needed this 1 page form signed as soon as possible in order for the whole Association not to have to pay another 6 months of Association fees. I sent emails on XX/XX/XXXX & XX/XX/2019 and every return email came back to me stating that I would receive and answer within 3 business days.Saturday, XX/XX/XXXX, I received a call from them at XXXX XXXX stating they are working on this and I will definitely receive a call on Monday the XXXX. That call never came. On Monday, XX/XX/XXXX, I called the Customer service and was on the phone for over an hour waiting for a supervisor. I was told I would receive a call back that day - never received one! On XX/XX/2019, I sent an email to XXXX XXXX, the Senior VP of Client Relations and have hear nothing! I even asked my the lady who helped me with my loan to contact them and her company can't get any answers. On XX/XX/2019, I received an email saying " they have made several attempts to reach me in order to address my inquiry ''. They have not tried to contact me at all! Due to the nature of my job, my phone is on at all times and there are no missed calls from them. Since this has gone over 2 months, the whole Association has to pay another 6 months of fees because this company can not take the time to sign a one page document. How am I supposed to trust them with my morgage if something this simple keeps falling through the cracks??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44202
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My taxes prove that I am paying {$7800.00} on my property taxes annually at XXXX XXXX XXXX in XXXX, TX XXXX. However, myloancare.com is charging me {$890.00} a month in escrow fees which is {$10000.00} a year in property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2017 I have been trying to remove the PMI which is {$170.00} a month ; in total I have paid {$2000.00} that I didn't have to. Either the mortgage servicing company gave me the run around and refused to have me get an appraisal to prove that my LVT was at 78 % ; or they would sell my loan as soon as I got an attorney, and now I have been paying {$170.00} for long the original property appraisal has put my LVT at 76 % and again the new serving company refuses to remove the PMI. The PREVIOUS SERVICER WAS XXXX AND the current is loan care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our home was flooded during Harvey and was a total loss. Finally the County has bought us out ; however, this home is still showing up on credit report. This has messed up our credit and need this fixed before we can get a new home. This has been the longest two years of our life and are just trying to get this to move along so my kids can get in a home before another school year starts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are refinancing with another financial institution, we need our mortgage to be assigned to the new lender. We have spent hours on the Fone ( it takes 45 minutes to a full hour to be able to speak to a rep ) to get the department that handles that, but the reps answering the call dont understand what we need and is unable to get us to the right department. We had one operator that promised that we would get an email from them with the information but nothing was sent nothing was received
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : New loan company Loancare changed loan amount Original loan was with XXXX went bankrupt, and the mortgage note was transferred to Loancare LLC in XXXX Pennsylvania ( XXXX. XXXX XXXX XXXX, PA XXXX ). The first direct debit of mortgage payment was for the correct amount of {$460.00}, the second payment was increase to {$990.00}. We notified the mortgage company that we pay our own property tax and homeowners insurance and requested that they make the correction. No correction has been made as yet, and it is very difficult to contact customer service by phone to resolve the matter. A certified letter was sent to the company XX/XX/2019 regarding the issue and we still have not gotten the issue resolved. The matter is in regards to property at XXXX XXXX XXXX, XXXX, NJ XXXX on the loan with Loancare LLC. Please advise. Best regards, XXXX XXXX & XXXX XXXX XXXX Cell : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am certain that I am the victim of wrongful foreclosure. I began to fall behind on my mortgage in XXXX, XXXX due to job loss and identity theft, which I reported. Upon being notified of the debt validation notice, I immediately submitted for loss mitigation with my lender, LoanCare , LLC. The delinquent amounts didn't seem to make sense, nor did the reinstatement amounts provided to me. Further, I was referred to the " foreclosing attorney '' who provided me with what seemed to be unofficial foreclosure documentation and reinstatement paperwork on inauthentic letterhead, incorrect principal balances, and what appeared to be incorrect fees to reinstate my mortgage. Loancare also refused to provide me with loss mitigation approval for a forbearance, despite the fact that I provided all documentation. My homeowners insurance company sent me a notification that the mortgage lender called them to cancel my HOI policy 4 months in advance of expiration, citing foreclosure, which is a contradiction of their servicing responsibilities, and something my servicing company claims the HOI company initiated, which regardless, caused forced placed insurance at a higher rate, which shouldn't have occurred due to the fact that my policy that had already been paid in full the preceding XXXX had not at all expired. My home was valued at $ XXXX in a community where the homes were going under contract within 10 days of being listed. I paid $ XXXX for the home just 3 years priod and my mortgage balance of $ XXXX. Why would the servicer not mitigate any losses, but instead arbitrarily " sell '' the home to a private investment company at auction on the date of Trustee Sale for only {$200000.00}, leaving a deficient balance of $ XXXX, when it was an exemplary home with a fair market value that far exceeded the principal balance. That same private real estate investment company then sold my home 90 days later ( per XXXX 's flipping rule ) for $ XXXX more after putting in nowhere near that much for improvements. Again, the same home that I notified LoanCare , LLC I had placed on the market with my realtor, is the same home they still sold at scheduled Trustee Sale. I was then forcefully removed from my home by the XXXX County Constables office on XX/XX/XXXX, and advised that I could obtain my personal belongings within 10 days, provided I contacted the partner of the Investment Company, XXXX XXXX of XXXX XXXX, XXXX, which I did. He then lied by telling me my items had been sold and he only had papers containing personal docs of mine, which wasn't true. He still had my $ XXXX bed, my $ XXXX sectional and my entire walk-in closet full of several thousand $ $ of clothing, some of which were designer apparel. He offered to sell me some my personal belongings back for " between $ XXXX- {$4000.00}, but understood I didn't have the money to buy them and since most of the items had already been sold or in storage '' meanwhile marketing my home a month later with the same furniture I left behind included in the marketing photos. I was left homeless and living on the streets as a result of this mortgage fraud. Surely the CFPB would require my servicer to maintain servicing responsibilities of waiting until I were to actually default on my HOI before autonomously cancelling it in advance. Surely the CFPB would also enforce any mortgage lender to mitigate any potential to themselves by trying to ensure they could at minimum recoup the loan balance at Trustee Sale as my home would have at least warranted that, I'm certain. Lastly, wouldn't HUD require that a servicer exercise due diligence before arbitrarily releasing a home for less than the amount owed so HUD wouldn't be left to issue funds for a deficient mortgage amount if they didn't have to? In XXXX of this year, my credit report reflected that I had a mortgage foreclosure that had now been redeemed with the lender, when I no longer live in AZ. Can you please look into this and help me? XXXX XXXX XXXX loan # XXXX that originated with XXXX XXXX XXXX XXXX in XX/XX/XXXX. XXXX 's loan number was XXXX and their number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08332
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our previous loan company was XXXX. They sold out to Loancare , LLC. We received a letter from XXXX on XX/XX/XXXX that our new mortgage company would be Loancare as of XX/XX/XXXX ( this is also when our loan is due- XXXX of each month ) and it gave the address to which our payment should be made. We have a Third Party payor that sends our mortgage payment out for us so that our loan should be paid off early. This company is called XXXX XXXX. I called them to notify them of the change then I faxed them the letter we received from XXXX. They sent the payment electronically on XX/XX/XXXX, we verified the amount and trace number with Loancare because we received a bill saying out XX/XX/XXXX payment was not made. That prompted me to call Loancare. The first time I spoke with a man named XXXX. He asked for our loan number I told him I only had the loan number from XXXX. He said that was fine because they had both that number and our new loan number with Loancare but said no payment had been made. So with XXXX XXXX on the line and with Loancare on the other line ( conference call ) the loancare rep researched and found out that yes they received the money but they thought it went to another customer because of the loan number used ( the only one we had at the time ). She said the problem is that customer was no longer a customer of Loancare 's so Loancare sent our money to the other person 's new financial institution. She said she would put in a request to get it back but our account would show over due until Loancare received the money back. I have called several times and spent hours on the phone on hold and I spoke with two Managers. The first Manager told me our account would be credited within two business days. A week later I called only to find out he lied. I spoke with another Manager and he said the money would not be credited to our account until Loancare received it back. I told him that was not our problem our payment was made and we want it credited to our account. We received over due phone calls and letters in the mail. He told me that was just automatic and to disregard them I said that is not the point- the point is we made our payment and it should be credited to our account as of XX/XX/XXXX. I told him I wanted to speak with someone higher than him He said he would put the request in. We never heard back. I called again asking to speak to the highest person in authority and was told I could only speak to an immediate supervisor. I said fine put them on and then I will ask to speak to someone higher. I was put on hold for 28 mins. Finally she came back and said no one was available but she would have them call. No one ever called. I have spent HOURS on the phone with Loancare trying to get this resolved and they keep telling me the same thing that they will not credit our account until they receive the money back from the other institution. I asked what happens if they never send it back? I got no answer.HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 138XX
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A