Date Received: 2019-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Then, my agent and I got on the phone with another Loancare representative. To that representative, we gave them a fax number to the title company. We repeated the number and had them repeat the number back to us. The fax never came. On XX/XX/XXXX, the title company called Loancare again to check on the update of the payoff statement. They claimed they sent it to my email. It has not been received. Today, Loancare drafted a payment from my bank account. I do not understand why they can not send this payoff. Furthermore, I have reason to believe the payoff amount previously quoted is inaccurate : the original mortgage was for approximately {$300000.00} in XXXX. It was a fixed rate loan amortized over 30 years. In XXXX, in accordance with HARP, I modified the loan, deferring part of the principal balance and lowering the interest rate to 5.0 %. However, the payoff demand is around {$280000.00}. After running multiple amortization scenarios, this payoff demand seems high.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92596
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I sent the following letter on XX/XX/XXXX to Loan Care, a XXXX XXXX XXXX, located in XXXX XXXX, XXXX. We also resent this letter days letter to a few other locations in the company. I have heard nothing back to date. I am writing to request a correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX. Our mortgage was sold to Loan Care by the XXXX XXXX effective XX/XX/XXXX. My XXXX payment was forwarded to Loan Care as I had an autodraft set up with the XXXX XXXX. We moved temporarily to XXXX at the end of XXXX. Our first class mail was being forwarded by a friend and neighbor. On XX/XX/XXXX I spoke to XXXX in your customer service department. At that time I paid the mortgage for XXXX. At the same time I set up an autodraft to have XXXX payment and all future payments taken out on the XXXX of each month thereafter. I assumed that my payment for XXXX was credited to our account and that XXXX payment was successfully paid. On XX/XX/XXXX your company contacted my husband to verify his phone number ; however, your company did not mention that the XXXX payment ( autodraft ) had not gone through. I can guarantee if my husband had been informed of the problem, he would have paid the mortgage over the phone that day. On XX/XX/XXXX my husband noticed a 70 point drop in our credit score according to XXXX XXXX. I called Loan Care customer service and spoke to XXXX that day. That was a Thursday. She said that there was a problem with the bank information that I gave to XXXX and that the payment for XXXX and XXXX was not paid. I made both payments out of the aforementioned account that day. XXXX informed me that your company would have to listen to my original phone conversation with XXXX to see who was at fault. If your company was at fault, our credit score could be cleared up within 24 hours. I talked to ( XXXX ), a supervisor on Friday. He said it would take until Monday to resolve. On Monday, XX/XX/XXXX I spoke to XXXX and was told that a review was scheduled for Thursday. I should call back on Friday, the XXXX. However, we did not choose to wait another day as our credit score depends on this being resolved. We are XXXX years old, wanting to buy a house for our retirement. On Tuesday ( XX/XX/XXXX ) we got XXXX on the phone. My husband insisted we talk to a supervisor. XXXX spoke to us for well over an hour. She told us our review had been cancelled because ( XXXX ) had put in the request for review incorrectly. XXXX assured us that she would review the initial phone call and get back to us by the next day. XXXX, our first agent told us the same thing. Pleasantly surprised I received a call from XXXX ( XX/XX/XXXX ). XXXX said the routing number or account number that I gave to XXXX was missing a number ; therefore, your company was not responsible for our late payment ; and thus, our adverse credit report. I disagree, since you folks are supposed to be the professional loan managers, XXXX should have noticed that there were only 9 routing numbers at the time that we gave the numbers to her. I had a XXXX 14 years ago and sometimes have problems with numbers. When it became apparent that there was a problem with the routing numbers why did you folks not call us immediately and send written notification to our mailing address? Why did we not receive voice messages or letters from your company? In addition, we have not been given the opportunity to listen to the recorded call, nor have we received an official transcript of the call. We called again on XX/XX/XXXX and spoke to XXXX ( supervisor ). We were told to write a formal request for inquiry about an error in Loan Cares processing of our autodraft request. I believe that your company is responsible for this error and I hope that you will clear our credit report. There was no intent or knowledge of us not paying until my husband noticed that XXXX XXXX had notified him of our credit report number dropping 70 points. We would greatly appreciate your immediate attention to this matter. The dropping of your credit by 70 points will destroy our opportunity to purchase a home and retire to XXXX. Credit Bureau Error : Please correct our late payment notification to all of the credit bureaus for 30 late payment for the month of XXXX, XXXX Thank you for your immediate consideration! Sincerely, XXXX. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I recently had a loan modification with them and I was a bit iffy about it because I didn't know they would be cutting basically nearly over half my morgage.Wt the the current moment apparently i owe over about {$14000.00} to them out of no where. And i really dont know why and how it got that high.I try every month to make these payments and they now my current situation.i have XXXX kids a wife that cant find a job still at this very moment.And they still could even offer me a long term loan modification because of my situation.My income at work is what goes towards bills that i pay over average amounts of a average family XXXX people in told including me and i have to work hard to try to support them and now this morgage company is now telling me i have to pay a total of {$14000.00} and this is now stressing me out.So please try to find the best way to help me find a way to pay my propertie so i can support the family.At this current moment i mentally dont know what to do.I lean my help to you guys.i dont maybe a new loan modification or something to relief these house payment and i dont want to lose my house.My XXXX bless you guys because my hopes are on you guys.i havent been able to sleep since the news of me owing them over {$10000.00} after a short term loan modification.So please help a poor man out.i dont want to lose every thing at my current situation so please find a way to resolve this issue for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34983
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan is delinquent and Loan Care is not providing me the ability to get caught up on my payments. About five years ago I suffered some financial issues and had to stop making my mortgage payment. Everyone suffers from hardship from time to time and when I reach out to my prior loan servicer, XXXX XXXX, they failed to provide any assistance. My loan was transferred to Loan Care about a year ago and I am experiencing the same treatment that I received from XXXX. I have repeatedly engaged their representatives and have filled out several applications for a loan modification, but the process never goes anywhere. I am frustrated with them and need the assistance of your agency to get them to work with me. I see that your agency is in place to ensure that they comply with guidelines for mortgage assistance and I am requesting that you to get involved on my loan. I want to work out an affordable payment, but fear that they will sell my home through a foreclosure sale. I had always made enough money to afford my bills and mortgage payments. However, about five years ago I had to pay for some major repair bills on my rental units and did not have tenants at the time. For that brief period of time, there was not enough money to do what I had to do and keep current with my payments. I was two months behind when I contacted XXXX to obtain some assistance. It took about six months and I was able to get forbearance, which I paid off after one year. Then I tried to get a modification and reached out to XXXX. Unfortunately, XXXX XXXX up my request for assistance and the negotiation never reached an agreement. Since the time my loan was transferred to Loan Care and I have not had a full review for mortgage assistance, even though I have sufficient income to afford my mortgage payment. They are just spinning their wheels and want to take my equity away and kick me out of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/2019 my mortgage loan was sold and transferred from XXXX XXXX XXXX to Loancare LLC. I did not recieve a new loan number until on or about XX/XX/2019. At which time I mailed in my monthly payment because if i tried to make an online payment or a payment over the phone i would have incurred additional fees. As of XX/XX/2019 my mortgage is now being recorded by loancare llc as 30 days late. I was also told by XXXX XXXX that for the first two months of the transaction process I would not incur any late fees. However to my frustration the first bill i got from loancare llc not only was i charged the {$18.00} late fee but an additional {$410.00}. I have tried to reach loancare via their customer service line XXXX only to repeatedly get put on hold at times for over an hour. After which i elected to have them call me back with the next available service rep. That was on XX/XX/XXXX about XXXX XXXX and to this date i have not recieved a call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61103
Submitted Via: Web
Date Sent: 2019-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I notified my loan company, Loan Care, about a decrease in my property taxes, which would save me considerable money on the escrow portion of my monthly payment. I contacted customer service with this request on XX/XX/XXXX. The representative I spoke with let me know that the escrow department would review my request and follow up with me within a week. Today, XX/XX/XXXX ( a week later ), I contacted Loan Care again because I had not received any follow up. The representative I spoke with informed me that Loan Care declined to adjust my payment because " they had not found any significant change in my taxes. '' I informed the representative that this was incorrect and she provided me with an email address to which I could send my complaint with documentation from the county, and explained to me that I would have to start ALL OVER by providing all information over again, in a brand new request. This is beyond frustrating and has a significant financial impact on my cost of living ( about {$400.00} a month! ). I also asked if it was possible to get my escrow account removed, so that I could pay my own tax bills. We have a XXXX XXXX and I understand that escrow is NOT required. The representative recommended I submit a separate request to the customer service email and informed me that there was no specific criteria for removing the escrow account and " sometimes they don't do it. '' This is troubling, because it is unclear to me, as a customer, what I need to demonstrate and what the criteria is to be able to pay my own bills ... rather than pay this third party company what amounts to an additional {$2000.00} a year to pay my bills for me. I am significantly concerned that the company failed to follow up the first time, conducted an erroneous analysis, that they will neglect to follow up on my current request, and that there is no transparency in the process around closing an escrow account. I am perfectly capable of paying my own bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78212
Submitted Via: Web
Date Sent: 2019-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, GA XXXX Re : Error Resolution Notice under 12 C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXXXXXX XXXX, XXXX, GA XXXX. Escrow Errors Problem Description : You took over my mortgage loan from XXXX XXXX XXXX as of XX/XX/XXXX. When I received the Escrow Disclosure Statement datedXX/XX/XXXX, it showed a deficit of {$340.00}. I called your office and was told that it would be corrected. I received the Escrow Disclosure Statement dated XX/XX/XXXX and it showed a deficit of {$530.00}. I called your office and my insurance agent on XX/XX/XXXX: o Talked XXXX at your office who said it was a problem with my homeowners insurance and she suggested that I get less expensive insurance. o I then called my insurance agent who assured me that their 7 % increase only amounted to $ XXXX, which is nowhere near $ XXXX+ o I called your office back and spoke to XXXX who couldnt understand the problem, so I asked to be transferred to a supervisor o I talked to XXXX XXXX She reviewed the records for an extended period of time and concluded that there was a problem she couldnt identify or fix. She said she would send the issue to the Escrow department, and theyd get back to me. o OnXX/XX/XXXX, I contacted your office again since I hadnt heard anything. I spoke to XXXX XXXX who looked at the account and I convinced her to send me to Escrow. They didnt answer for an extended period and I had to prepare for a teleconference. XXXX XXXX said shed ask the Escrow staff to call me at XXXX XXXX Eastern Time Unfortunately, I was still on the phone at XXXX XXXX., so I dont know if they tried to call or not. I called back ( the wait time was up to an hour ) and talked to XXXX. She tried to tell me it was correct because there were left over expenses from property taxes. I havent paid property taxes, starting inXX/XX/XXXX, so I demanded to speak to someone in the Escrow department. She put me on hold, but I grew weary of waiting and hung up. o I called the broker I got the loan from, and he wanted to help me if I could get a copy of my latest statement. I went to your XXXX where the statements were supposed to be saved, but I cant find any in the XXXX XXXX tab. I requested XXXX in XX/XX/XXXX Resolution : I request that you review the escrow account and provide me with a reconciliation from when you took over the account to the present day. There is no reason why any large deficiency should be present. I requested to pay my own property insurance, but was informed that I wasnt eligible. I make the same request to you, eligible or not, because that would resolve this entire issue. I have no reasonable belief that this wont happen again in the future. If you need to contact me, I can be reached at XXXX, XXXX ( daytime phone ), XXXX ( cell phone ), XXXX XXXX XXXX XXXX, XXXX, GA XXXX. I look forward to a quick response from you indicating that you have received this Error Resolution Notice, and a quick resolution to this problem. Sincerely, XXXX XXXX Copy sent via email and original following via USPSXX/XX/XXXX The company called me because my payment wasn't in the amount on their records. This is the FIRST TIME that they ever mentioned anything about the payment amount changing. The agent re-explained to me that there is a deficit in my escrow account. I explained to him that there was never a huge deficit when the former servicer had the account. Now, after they take over, they say that there's a big deficit. I want to know where the money went that was able to pay the mortgage up until that point. I KNOW they're showing a deficit. I want to know WHY the account got this messed up, and where the money is that was paying everything just fine until they took over. I believe that a reconciliation from the time they took over would help all of us. And, maybe there was a problem when the former servicer, XXXX XXXX XXXX, transferred the escrow account. I really need help. They say that the target resolution date for the Error Resolution notice shown above is XX/XX/XXXX. I don't want to pay any additional money until we figure out what I really owe. They say that they will hit my credit report before they come up with their resolution on XX/XX/XXXX. I'd appreciate anything you can do to speed up the resolution of this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I am trying to resolve my monthly payment amount. My LTV is at 80 % and is therefore no longer subject to PMI. I have requested for my PMI to be removed over the phone but I have had no formal response provided to me that it is being removed. I would like a written response to my PMI inquiry from Loancare. While attempting to use the Loancare customer service link " https : //myloancarecustomeradvocate.com/XXXX '' on their website, it links to an unusable portal. When attempting to use the help line, I was informed of call wait times exceeding 1 hour. This company should not be allowed to service customer mortgages due to its complete disregard for customer service. Regards, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company name - Loancare My Email to Loancare ( XX/XX/XXXX ) - NO RESPONSE FROM THE COMPANY AFTER SEVERAL ATTEMPTS Please see below. I believe I have an issue with multiple payments made towards Mortgage Insurance. You can see on the ledger below that three payments were made in XX/XX/XXXX, one for {$220.00} on XX/XX/XXXX, and one for {$450.00} ( a double payment ) on XX/XX/XXXX. At that time, I spoke to our loan servicer ( XXXX XXXX ) and they assured me that the double payment made in mid XXXX would be noted and applied correctly ( applied to XXXX and XXXX of XXXX ) and at that time, we had a credit with the mortgage insurance provider. I now see that Loancare made an additional payment on XX/XX/XXXX ( applied XX/XX/XXXX ) for {$220.00} towards our mortgage insurance. I am confused as to why a payment would be made when we were told we had a credit through XXXX on the account. Please confirm and advise how this will be reconciled. Thank you.
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: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my FHA mortgage and the previous mortgage company charged me additional fees after refinance went through. They also have not released the escrow money that should be refunded to me. I spoke with a rep with their company today XX/XX/19 and all they can tell me is they do not know and it might be a coding error.
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: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A