Date Received: 2019-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare in XXXX XXXX, a loan company and collection agency, bought the paper for my mortgage. I became one month late when I tried to change companies after a problem with them demanding I pay taxes. I am a XXXX XXXX XXXX veteran and do not pay taxes. I paid the delinquent month last summer. However, the money was not applied to my mortgage and the only answer I could get from them was that it went to fees. Now, seven months later and with a poor credit rating, I was finally told that last summer my monthly payment was increased by {$37.00} which I was never told. And, LoanCare does not accept partial payments. So, they put my mortgage payment into a Suspense Acct and began using it to pay late fees. I was never told it was a partial payment. I would have happily sent them the additional {$37.00}. I believe this is a deceptive business practice from a loan and collection company to collect additional monies. Now, my credit rating is too poor to change to an ethical mortgage company. Also, although I am now current, LoanCare is telling me I owe more than {$300.00} for escrow. When I spoke with a representative last XX/XX/XXXX, he said I was {$130.00} short in escrow. So, I sent them the {$130.00}. I am in great hopes you will investigate this company and take the appropriate action to deny them the ability to purchase mortgages from XXXX veterans on fixed incomes. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reaching out to Consumer Financial Protecttion Bureau regarding an issue with my Escrow Account through Loancare. I contacted them by e-mail on XX/XX/XXXX @ XXXX XXXX Below is the e-mail sent to the company : Good afternoon, I am reaching out to LoanCare regarding our Escrow Shortage. I received an escrow statement informing myself and my husband that we acquired an escrow shortage. The year prior we did not incur an escrow shortage. That figure should have been in place to ensure that the escrow account acquired proper funding to pay all necessary mortgage fees. The escrow amount was altered the beginning of XXXX which resulted in a shortage of funds. I confided in LoanCare to calculate escrow to cover all expenses to include MPI, city and county taxes, as well as Home Owners Insurance. LoanCare has failed to calculate the escrow accordingly. I feel I should not be penalized for a mistake LoanCare made. I refuse to make a payment on the escrow shortage until I receive an explanation as to why there was a deficit on our escrow account. Additionally, the shortage that appeared on the statement was incorrect as well. The breakdown of the costs which our escrow account pays are as follows : XXXX Home Owner 's Insurance XXXX City Tax XXXX County Tax XXXX MPI Total : {$3000.00} The total amount of contributions to our escrow account for 12 months is : XXXX ( year XXXX ) {$2800.00} Shortage of escrow ( XXXX ) : {$230.00} The new escrow amount of {$250.00} ( year XXXX ) will result in yet again, another shortage for the upcoming year. Please explain what method was used to result in the {$330.00} figure that is referenced to our escrow shortage. As of today 's date, I have never received a response. I attempted to contact them by phone, only to receive a message of " If this is normal business hours, we apologize for the inconvenience. '' Shortly after, there was a disconnect. I would like to discuss my Escrow account as the Escrow Loancare is stating is due is not the correct amount. The year prior, our escrow amount covered all disbursements. However, after lowering the escrow payment, we now are forced to pay a shortage. In addition, Loancare disabled our online account due to being in Bankruptcy. With that being said, they allowed us to pay our mortgage online for 4 years of bankruptcy, after than point they realized that we were not allowed to pay our mortgage online since we are in bankruptcy. I find this rather concerning that after 4 years they finally noticed the error. I would like a response from Loancare regarding the discrepancy in our Escrow Shortage. Thank you for your time. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019, my mortgage loan was sold to LoanCare A Service Link Company, from XXXX XXXX XXXX. My loan did not include a prepayment penalty, as I would not have agreed to that. ( attached ) My statements from XXXX XXXX XXXX stated " Prepayment Penalty-No '' and did so for the five months they held my loan. ( attached ) When I received my first statement from LoanCare A Service Link Company, it stated " Prepayment Penalty-Yes ''. I called them on XX/XX/2019 to advise them of the error. I was advised it was probably a keying error and would be corrected within two working days and I would receive a phone call advising me as such. To date, this has not been corrected. I spoke with XXXX XXXX of the XXXX Office. Employee ID # XXXX. This is very concerning to me as I did not agree to this and I request this be corrected and done so in writing to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice of servicing transfer from Loancare LLC for my home loan on XX/XX/XXXX and at that time I started making payments through them. Beginning XX/XX/XXXX, I started receiving notifications that I needed to obtain flood insurance for my property. I mailed, faxed and eventually directly uploaded to the Loancare website documentation of current flood insurance held by the HOA ( I live in a condo ) to no avail. The same correspondence kept getting sent. In XX/XX/XXXX I called Loancare customer service and they said that a glitch had occurred that kept my account from being updated and it was fine, the HOA insurance was sufficient and I would receive no further correspondence. On XX/XX/XXXX, I received an email that lender placed flood policy had been charged to my escrow account resulting in a balance of - {$530.00}. I called Loancare immediately and was notified that this was a mistake and my account would be adjusted by XX/XX/XXXX. I received a letter dated XX/XX/XXXX confirming that the lender placed insurance had been cancelled. On XX/XX/XXXX, I received a statement dated XX/XX/XXXX noting that my escrow account is now - {$700.00} ( with no explanation how ) and my monthly payments would be increased to cover the overage. I just called LoanCare LLC again and after about an hour of being bounced back and forth between their insurance department and mortgage support personnel was given no explanation of why I received this statement and an explanation that the company had not completed an " analysis '' of my loan to determine how much flood insurance I need. Please keep in mind I live in a severe drought area of central CA and it would literally take biblical proportion rain for a flood to occur here. This company continues to harass me with threats of forced placed lender insurance and charges my escrow account at their leisure, without any warning. At no point did they offer me the option of obtaining my own flood insurance ( which I would not need, I only need " walls-in '' coverage and my HOA carries flood insurance on the outside of the property ) and attempted to charge me over twice the normal flood premium with their lender placed insurance. I don't know if I would be even able to obtain flood insurance as I live on the 2nd floor of the unit and technically do not own the part of the building that would be affected by flood. I want LoanCare to cease their attempts to fraudulently place insurance on my loan. For what it's worth, LoanCare has a known history of engaging in excessive force placed insurance as evidenced by a class action settlement reached on XX/XX/XXXX. It seems that they continue to persist in this behavior despite the court ruling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Day, I am providing the email I sent the Servicer LoanCare this morning when I realized two of the 4 payments I made were returned. I was one payment away from being current. XX/XX/XXXX Loan Care Attn : Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX I am writing as I just logged into my banking account and noticed that I remitted two payments to LoanCare on XX/XX/XXXX and XX/XX/XXXX each totaling {$2800.00} and just realized they were returned. I just called the toll free number of XXXX. Below you will see the payments I made which were to correspond with the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The lady on the telephone in your collections department indicated the payments were returned as they wanted all 5 payments. As you can see below I made 4 payments which would have made XX/XX/XXXX as being the only outstanding payment and putting me closer to current so I could get back on track. All this has done is set me up for failure. She wold me I had to email in order to get this researched. I am going to send a notice to the Consumer Financial Protection Bureau as well as I believe it has been mishandled I have attached the screen shot from the bank showing electronic payments processed and my XX/XX/XXXX bank statement showing the withdrawals on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I am sending this email to document and make the CFPB aware of LoanCare being in violation of my rights and committing unjust actions. At the beginning of XX/XX/XXXX my County mailed me a notice informing me property taxes decreased by {$480.00}, and still to this day LoneCare is refusing to adjust my mortgage and currently charging me an extra {$480.00} for the entire year of XX/XX/XXXX and now for the begin 2 months of XX/XX/XXXX. When I received a new tax statement in the mail over 1 year ago informing me of my new tax obligations, I immediately contacted LoneCare, who refused to accept a copy of my documentation, and in fact I was told by your Company Representative, " I'm sorry but we have to charge you the amount that's in our system, not by the amount on the statement received from the County 's District Appraisal. '' I don't quite understand why LoneCare refused to accept my new documentation, but I am aware that their actions were and still are extremely unprofessional, negligent, and unjust. Also, as a paying consumer I confidently believe that at the very least my consumer rights were violated, therefore, LoneCare is in possible Breach of Contract and must be held accountable. For not only refusing to adjust my mortgage laterally according to my County 's Appraisal District, but also for then preceding on to increase my monthly payments by approximately $ XXXX/month. In which, then took it from $ XXXX/month to $ XXXX/month, with claims that my escrow account balance was over Negative {$3000.00} a $ XXXX/annual increase of my Homeowners Insurance policy, I had acquired over the year prior. ( Yes, I changed policies during my renewal date, & I also put down {$800.00} of the {$1300.00} ), I knew It was a scam, but since they had waited so long I couldn't prove it, and with a escrow account there's so much money everywhere, it's easy to get confused on what money is going where and for which year the payment covers. But over time periodically tracking my account and the money they claimed I owed them, I was able to catch on to what they were doing to me. As my mortgage servicer how could you let me escrow balance get this far in the negative without necessary making adjustments in a timely matter, that would allow the consumer to effectively transition to the new increased homeowners insurance policy. However, LoneCare did not Act In Good Faith and they didn't give my family time to adjust to the new insurance increase, instead they continued to charge me at the same rate for months and months, causing my family to literally overnight have to go from paying $ XXXX/month to $ XXXX/month, ( for 1 year ) while still over charging us $ XXXX/yr for our taxes and paying the County Tax Appraisal $ XXXX/yr inl! As if they are trying to make us have to foreclose. Immediately after receiving this outrageous adjustment I contacted LoneCare, who assured me that their calculations were correct and that I owed them over {$3000.00}. They then agreed to allow us to pay $ XXXX/month for 2 years in order to meet their expectations. Now here we are 1 year later, and I am still be charged the same $ XXXX/yr tax rate, and they're still insisting that I owe them money, so now that I have paid the entire " negative '' escrow balance, after submitting a {$1700.00} payment toward my escrow account that already had a balance of {$1200.00}, it turned into {$3000.00}, and it's only XX/XX/XXXX. After, paying the remaining " negative escrow balance, '' they only agreed to decrease my monthly escrow payment by {$120.00}, which took it from $ XXXX/month to $ XXXX/month X 10 months remaining= {$3600.00} more in addition to the {$3000.00} current balance. In conclusion, LoneCare will have collected a total of {$6600.00} " Escrow '' money from me over the course of 1-year, to cover my annual escrowed bill balance of {$3200.00}. This is less than half the amount that's LoneCare plans to take from me in XX/XX/XXXX. So basically LoanCare steals from me and I am responsible for replacing the stolen payments, while continually paying pre-established payments? These actions are not only negligent, they are unlawful, and causing my family of XXXX to struggle for an entire year is unjust. LoneCare refused and ignored and is still ignoring my request for a tax reassessment, while over charging severely unlawfully overcharging me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77511
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home is currently in the foreclosure process. We went through mediation and I was offered a trial modification, I made all of the payments on time and continued making payments after the initial trial period. I was told I would receive a package in the mail when I successfully completed the trial payment plan but never told when to expect it only that it would arrive at some point after the 3 months were successfully completed and that I should continue making payments in the interim. I received the package late since the delivery service did not put it in my mail slot, it was mixed up with a neighbor 's mail. When I finally did receive it, a month later, I returned the completed documents within 24 hours. My modification was rejected stating they hadn't received my completed package. I appealed and was rejected now citing completely different reasons for the rejection. They claimed my income could not support the mortgage payments however I had been making the payments under the trial plan as agreed and continued doing so after the initial trial period. My income had in fact increased by 30 % from when I initially purchased the home. One of the contributing factors behind me falling behind on my payments was that they increased my payments by {$300.00} per month without any notice and when I called to see why my payments were increased they were unable to provide any reasoning. I am a single parent of XXXX so this created an undue hardship in conjunction with other unforeseen circumstances. I am able to pay my mortgage and would like to continue doing so but they seem intent on foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07103
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year, we had two significant hailstorms, and my house required substantial repairs. My insurance company paid for the repairs but required my mortgage company to co-sign on my check. I sent them three checks valued at : {$1400.00}, {$2800.00}, and {$23000.00}. They withheld 10 % of the total value of my claim ( {$4700.00} ) until the work was 90 % complete. They must inspect all work before they disperse portions of your insurance check. Several of my fellow soldiers on XXXX XXXX warned me that this company was taking their money and placing it an interest-bearing account then refusing to disperse the money when the work was complete. On XX/XX/2019, we contacted LoanCare to get an inspector to my home. They failed to send an inspector for nearly two months and refused to allow me to speak to a supervisor. I've requested an inspector every week since and to talk to a supervisor and they continue to ignore my requests. They typically say, " it's been escalated, '' or " there's no supervisor available you one to call in 48 hours '', and " the vendor hasn't responded. '' Despite my frequent requests, there has been no inspection scheduled, no supervisor has ever contacted me, and the remaining funds have not been released. I need to pay my contractors and shouldn't suffer consequences because of the company 's inability to assign an inspector.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried contacting my mortgage company loancare or XXXX services for months.Have n't been able to get in touch nobody ever answers.It shouldn't be this hard to pay my payment. I've read alot of bad reviews on this mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2017 myself and the borrower was effected by hurricane Irma and requested a forbearance and was immediately approved and advised once the forbearance was done one of two things would happen we would be asked to do repayment or a modification. Coming towards the end of the our forbearance we were given an opportunity to go through a loan modification all we needed to do was submit documents such as pay stubs, bank statement and a hardship letter which we did.After many months of resending and submitting the same documents and no response from loan care we were finally was denied for our modification and was told that it was due to lack of income and an increase in payments. Confused by this we asked them to go into further detail and each time we spoke to someone we were told something different. We finally reached out to the attorney general and recieved an honest response stating our denial was also because we never submitted a document stating there was no damage to the home. Although we spoke to several agents no one ever mentioned this very neccessary document that was needed. We were offered a second chance to resubmit all the same documents again which we did and still to this day have not received our modification. The lack of payment has been placed on credit report as well we have received a letter stating we owe all those months of missed payments. Before we even reached so far down the rabbit hole myself and the borrower have asked numerous time can we start making payments in good faith because we did not want to owe a substantial amount if things did not get approved and was advised against it. Our goal is to get or mortgage reinstated and to continue our payment and avoid foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2019-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A