Date Received: 2019-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: hi, I have reached out to LOANCARE LLC and requested a manager. An escalation ticket was put in they system. The manager advised me that the issue would be taken care of within 7 days and that someone will reach out to me directly with the status. We have a past due property tax bill that was due XX/XX/XXXX. The town did not reach out to us until XX/XX/XXXX. It was then that we received a final notice. I have called LOANCARE multiple times and each time I am given a different date as to when this matter will be resolved. As of today our property tax bill has not been paid. No one has reached out to us. I have called multiple times on this issue and it has not been resolved. I even emailed their customer service team about other issues and never receive a response back. Their customer service is terrible. Have you on hold forever and never respond to emails. We would like our tax bill paid out of our escrow account as it should of been paid last year asap. L
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Loan Care refuses to release a payoff request from their borrower who is trying to refinance. They have been giving him the run around which has subsequently cost him delays which will result in monetary loss.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I received a Notice of Servicing Transfer from my current loan servicer, XXXX XXXX XXXX XXXX LoanCare , LLC. The notice said the loan servicing was being transferred from XXXX XXXX XXXX c/o LoanCare , LLC to XXXX XXXX XXXX XXXX LoanCare , LLC. This did not make sense, but I assumed it was an internal restructuring and that my loan would not be affected. On XX/XX/2019, I received an email notification that my mortgage payment had been received. This notice came from XXXX. I've never heard of this company. Their website indicates they are XXXX XXXX XXXX XXXX XXXX and that they are a loan servicing company. On XX/XX/2019 I called LoanCare to inquire. LoanCare maintains they are my loan servicer. 12 USC Section 2605 ( b ) requires a prior notice of a transfer of loan servicing. To the extent my loan has been transferred, I have not received the required notice. This is a violation of federal law. More importantly, I'm not sure that my loan, financial information, and banking information is secure. I've had problems with LoanCare previously in that they are reckless with the release of my financial information and do not take securing financial information seriously. I now fear they have released my financial information and allowed some third party to access my account. What is clear is LoanCare did not give notice as required by law, that XXXX withdrew money from my account without my consent or knowledge, and that some confusion remains between LoanCare and XXXX as to which of these entities is the loan servicer. Will you take some action?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been transferred to LoanCare LLC from XXXX after XXXX filed bankruptcy, effective XX/XX/XXXX. I can't access my mortgage on LoanCare LLC website, despite being told it would be available on XX/XX/XXXX. My school taxes haven't been paid, I can't see what my escrow account is and whether any payments have been made. I've been trying to call LoanCare LLC for several days, each day spending more than 1 hour on hold before I had to hang up. I haven't paid my XXXX mortgage because I don't know where to pay or have any account number. I have no assurance that this will not effect my credit score. It is unacceptable that there is no way to get in touch with a mortgage servicer!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Loancare is reporting multiple inaccurate payments on my closed mortgage account. which is paid in full and closed. Loancare continues to report multiple late payments on my account after I disputed the late payments on my closed mortgage account. I asked them to provide me with written proof bearing my signature showing that I had some contractual obligation to pay them as well as any supporting documents which would validate why they were reporting such slanderous remarks on my credit profile which is affecting my score and my ability to better my life. They instead send me an XXXX spreadsheet with my alleged payment history that wasn't even billing statements with their letter heads. The Item looked very suspicious and as if it were made up to validate my payment history with the company. The company has not responded to my second or third request to validate payments or remove them and they have also violated the fair credit reporting act by not marking the account disputed with all the credit bureaus that they are reporting these inaccurate payments with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06604
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -bought the house in XX/XX/2018 -my first mortgage company transferred my account to Loancare -property tax was for XX/XX/2018 -contacted the Loancare on XX/XX/XXXX , letting them know we received a bill from the county and the tax is overdue. We had more than enough money in the escrow account to pay the tax. ( they said they will take care of it ) -contacted the Loancare on XX/XX/XXXX to get an update - no updates from the company -contacted on XX/XX/XXXX to get an another update - they a check will be disbursed on XX/XX/XXXX to the county and they will cover all the late fees -contacted on XX/XX/XXXX because we received a final notice from the county about foreclosure - They said they will try to move the disbursement date to XX/XX/XXXX. -contacted on XX/XX/XXXX to get an update - we realized the check was not disbursed like it was promised. The company kept saying, they contacted the county already and they talked. The reason for this delay is they had to review something???? **contacted my property tax office on XX/XX/XXXX directly. I asked if my mortgage company reached out to them but they have no records showing my mortgage company reached out to them. We were afraid of losing our house so we paid the property tax out of our own packet instead of waiting for the mortgage to pay for us** -contacted on the company XX/XX/XXXX for an update - they said they disburse the check on XX/XX/XXXX. They said I will get an email on that day to let me know the money was taken out from the escrow account. Today is XX/XX/XXXX. I didn't receive any emails from the loancare that they paid the taxes. I checked my escrow account and nothing was taken out. Currently we have {$6300.00} and property tax was {$2400.00}. I'm trying to reach out to them so they can run escrow analysis since we have too much money in our escrow account now. It has been about 26 minutes since I'm waiting for the representative..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I scheduled a mortgage payment through my bank 's online bill pay on XX/XX/XXXX. I accidentally scheduled it from the wrong account, and so it was returned. I then made a payment from the correct account on XX/XX/XXXX so that my payment would not be late. This second payment was made as an electronic payment to Loancare and was accepted. The bank then re-processed the original payment, and it also went through as an electronic payment and was accepted by Loancare. So I made two payments in XXXX but Loancare only applied one payment to my account. XX/XX/XXXX I called and was given instructions on submitting a payment lookup request, which I did. Loancare requires that you submit the request via email, then call and give them the reference number, which they then use to submit the request in their system. XX/XX/XXXX I received a response that the information I sent was not sufficient and I needed to send in a transmittal form from my bank. XX/XX/XXXX I emailed the transmittal form. It took three days to get from the online payment processor. Again, I had to submit via email, and then call back and give the reference number from the email reply. I received no response and there was no activity on my account for a week. XX/XX/XXXX I called again and was told the case had been closed because the payment was applied. I submitted another email request, this time sending transmittal forms for both payments. XX/XX/XXXX I called to check on the situation and was told the case had been closed because the pdf I attached to my email could not be opened. I spoke with a manager XXXX XXXX who had me send the transmittal forms directly to him, told me he would escalate the case, and assured me that someone would contact me no matter what. I received no call or email. XX/XX/XXXX I emailed XXXX to let know that I had not received a call and to please check on the status. No response. XX/XX/XXXX I called again. Hold time was an hour and a half. The rep I spoke with said that the information had been forwarded to cashiering by XXXX, and that was the best way to be assured that I would receive a response when it was complete. She said he was a good manager and always followed up. She did not give me a specific time frame, but said I could check back in 72 hours. XX/XX/XXXX I emailed XXXX again and specifically requested that he contact me with an update. No response. XX/XX/XXXX I called again. The rep XXXX could only tell me that the form had been sent to cashiering on XX/XX/XXXX. When I requested a manager he insisted he could help me because he was the customer service representative. He also wanted me to resend the forms to him to resubmit. I said I did not want to do that and cause confusion I wanted to know the status of the XX/XX/XXXX request. He refused to transfer me to a manager. I insisted and he finally talked to a manager and said someone would call me later that day. Later than daysomeone called my husbands number, even though I had indicated that I was the contact person. He was unable to answer the phone. They left a message with no information other than a call back number. Even later that dayI got home and we realized that Loancare had called him instead of me. We called back. The rep transferred me to manager XXXX. She insisted that there was nothing to do but wait for cashiering to call me. She could not give any time frame. I asked if that meant I was supposed to wait indefinitely for a call back without any assurance that they were working on the problem and she said that was my only option. I contacted the president via XXXX no response. I left XXXX and XXXX reviews no response. XX/XX/XXXX I checked my account to see if the payment had been processed before filing a CFPB complaint. The payment had not been applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We Have a Mortgage with LoanCare and they are refusing to pay my property taxes with our escrow account. It was due in XXXX of 2018 and it is XXXX and the taxes still have not been paid. We have attempted to contact them multiple times and every time we get the same answer, they would escalate it and get it resolved. It still hasn't been resolved. They did the same thing to us last year and this year we are facing court for unpaid property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 364XX
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please help me dealing with Loan Care. They have decided that the home that I own is not mine and will not allow me to make the payments on the loan modification they gave me. Instead, they have a sale date scheduled on my home on XX/XX/2019 an wont do anything to stop the sale. The home was granted to me by the courts through my very messy divorce. The loan is under my husbands name only, but I have legal rights through a quit claim deed and am the only person on title. Loan Care took me through the entire loan modification process and when I made my first trial payment, they sent it back and have forced my home into foreclosure. They say that I have no legal rights to the home, but they are entirely wrong. Every time I contact them I have to speak to another person who doesnt seem to understand what they are doing. Since I am the only one on title, they must give me the home since there is no one else who has rights to the property. I am shocked that I will be kicked out of my home because Loan Care can not get this straight. When my husband and I went through the divorce, we became delinquent on our home mortgage since he fought me all the way and did everything in his power to ensure that I would struggle as much as possible. During our marriage he did the worst things possible to me and I am still suffering physically from his abuse. To add insult to injury, he wants me and my boys to be homeless and has told me so. Loan care is not lifting a finger to help me and I am hoping that you will step in and get Loan Care to save my home from foreclosure and allow me to start making my mortgage payments. I am now strong financially and can afford a reasonable mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX Loancare bought our mortgage which was 1 month after we closed on our original mortgage. In XX/XX/XXXX we recieved an Escrow refund after property taxes and homeowners insurance were paid. This refund was more than {$2700.00} They kept our escrow account funded with more than {$1200.00} Our Homeowners Insurance and Property taxes are approximately {$1100.00} per year total. In XX/XX/XXXX I called Loancare customer service and asked for a new Escrow Analysis so that our monthly escrow payments would be corrected so we are not paying a gross overpayment every month in our mortgage payment. They asked me to mail them a copy of our homeowners Insurance bill and our property tax bill which we did. We did not recieve a reply at all. XX/XX/XXXX I called Loancare 's customer service department and asked if I could have a new Escrow Analysis and I was told I could. XX/XX/XXXX I recieved in the mail an analysis statement which shows a projected amount for property taxes as {$2900.00} and the actual amount paid is {$300.00} I am a XXXX XXXX XXXX XXXX Veteran and XXXX charges me minimal property taxes. Loancare is charging us {$310.00} per month to fund our escrow account which only needs about {$120.00} per month. I would like for Loancare to recalculate our escrow payment and adjust our mortgage payment accordingly. Why they feel the need to overcharge our escrow account when our property taxes and insurance costs are in black and white is beyond me. Don't they have competent accountants? I do not need Loancare as a savings account. If Loancare can not correct this I will file a complaint with the XXXX and XXXX AG. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A