Date Received: 2019-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX a notice was received stating an increase in the mortgage payment of approx {$130.00} would begin XX/XX/XXXX. A call was made to Loancare, the mortgage holder to ask why there would be an increase. Initially the representative did not know why and after requesting a research be done as to why I called back and was told it was because the property taxes doubled. I advised them that was not possible. They advised me to contact my county for tax information. A call was then placed to my county and they advised me that the mortgage company was late in making XX/XX/XXXX taxes after the purchase and 2 payments, XX/XX/XXXX & XX/XX/XXXX was paid including a late fee on XX/XX/XXXX iao $ {$1200.00} which was the exact amount that the mortgage company advised me was my new tax amount. I called Loancare and advised them of their error. After not being able to get a resolution from the representative, I then asked for a manager. That manager understood their error and said would put a request for the taxes to be corrected and I was told not to make a payment for XX/XX/XXXX and it would be a couple weeks for the resolution to take place. After several calls and no resolution I asked for another manager and spoke to XXXX in collections. He advised he saw all the notes and where I was advised not to make a payment since the system has one payment amount and it would mess up their internal records. I called XXXX again because XX/XX/XXXX was due, he said that he saw where they did receive the tax information from the county and they were just waiting for the update and that they still could not take a payment until their records were corrected. Several calls in the interim and XXXX called back stating that one of their internal departments were waiting for another internal departments for the tax information. Then he called back to advise a VP- XXXX was now working on it and he will have the one department send the other department information. I received one forclosure notice and a couple calls daily. I advised XXXX that I suffer from XXXX and XXXX and this is too much. I have been attempting to resolve this since XX/XX/XXXX. He advised they are not going to forclose it was a system generated letter. I advised it was sent certified. This past week on XX/XX/XXXX XXXX called to advise that they updated the tax information and they are just waiting for the loan to be reamortorized. Once again stating their error and not to make a payment. He would call back on Thursday to take the payment. On Wednesday XX/XX/XXXX I signed another certified letter from Loancare stating forclosure packet. I called and left XXXX a message stating this was effecting me mentally. He called on Thursday the XX/XX/XXXX and said he was submitting request for the loan to be reamortorized and would be a few days and would call me back, but on the XXXX he told me that was already in the works. Since then the credit has been hit for being past due, calls coming in. He said that the forclosure department sends out the packet as a XXXX, for their investors and in the event they are audited but for me not to worry. In summary, I have been attempting to resolve this since XX/XX/XXXX. I was the one who found out the error and called Loancare to advise their error and what they did. Had I not challenged the difference in my new loan payment and just paid what they said this error would have continued. Had I not made numerous calls and asked to speak to management this would have gotten worse because when I initially asked for research to be done it was not done. This has effected the credit, I have not been permitted to make any payments, they say when it's corrected they can not give me anything in writing showing the new amount until I make a payment even though I requested it. This seems to be something that if/when corrected I still will not be 100 % positive they calculated the amounts corrected. I placed a recording app on my phone and I have the last 2 calls recorded on my phone just to provide me with proof of the calls. They claim all calls are recorded and they have all the notes in the system since my initial call. I am XXXX, suffer from XXXX XXXX and XXXX XXXX. I need help. The current manager I am speaking to is XXXX XXXX ( think that's his last name ) but his direct phone number is XXXX. This goes directly to his desk.
Company Response:
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid {$34000.00} as a principal payment to our mortgage which was owned by the company Loancare. This money applied to the loan and then treated as a Misapplication Reversal later, on the day of monthly payment. The mortgage was transferred to different company following the principle payment reversal, but we haven't received $ XXXX back from Loan care. We contacted Loan care twice before XX/XX/2019. We didn't receive any answer from Loan care. our mortgage was sold for the full principle amount even though we had applied the XXXX $ to it. Our main concern is below. 1. We need our money $ XXXX back from Loan care now. 2. We believe XXXX removed the $ XXXX as Misapplication to sell our loan for a full principle amount even though we had applied money to reduce the principle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98275
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Four phone calls and a faxed letter requesting the payoff amount on the loan. Attempted to payoff balance online but it was rejected because it exceeded their " limit ''. Attached is a letter that was faxed requesting for the payoff amount. As of XX/XX/2019, still haven't received a payoff amount from them ( XXXX bank / Loancare )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX has put a late payment on my credit from XX/XX/XXXX. I was hospitalized for that entire month and the payment had been sent via mail however they had not processed and I had no notifications. Once out of the hospital everything got cleared up however they still hit me on my credit report as a late payment, I have never had late payment with them and still have the account open. The account has been established since XXXX XXXX XXXX has put 2 lates on my credit report XX/XX/XXXX and XX/XX/XXXX. I was involved in a lawsuit and in order to accelerate and end the lawsuit I was forced to not pay the mortgage as the other party kept making me make payments for a house that was no longer mine. We had an agreement with the party that title will be moved over at his name and he would take the mortgage and refinance me out within 6 months. I had no interest on the property and the other party needed to get it off my name. It went 6 months or more and nothing was done so I had to do a lawsuit. The mortgage company was aware of this and said its ok. Now I am hit on credit due to this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: A CALLER THAT SHOWS UP ON CALLER ID AS " LOANCARE SERVICES '' REPETITIVELY CALLS THE ECLECTIC POLICE DEPARTMENT. THERE IS NO ONE ON THE LINE JUST A RECORDING THAT STATES " PLEASE RETURN OUR CALL AT XXXX. TODAY ( XX/XX/2019 ) THEY HAVE ONCE AGAIN CALLED 3 TIMES. I HAVE CALLED MULTIPLE TIMES AND ASKED FOR THEM TO REMOVE THIS NUMBER. I HAVE NO CLUE WHO THE DEBT BELONGS TO BUT THEY WILL NOT REMOVE OUR NUMBER WITHOUT THE PERSON WHO OWES THE DEBT CALLING TO REMOVE IT. THIS IS XXXX! THEY ARE TYING UP AN IMPORTANT PHONE LINE!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Property Taxes/Ecsrow Account Delinquent due to non payment by LoanCare. I mailed my Property Tax Statement to LoanCare on XX/XX/XXXX. As of XX/XX/XXXX, my property taxes still have not been paid. I have called numerous times, emailed customer service numerous times, have been told that the payment will be mailed by " Friday '' numerous times and they STILL have not paid my property taxes!! I have attached my documentation of phone calls and conversations with dates and names of people that I have spoken to. I am very dissatisfied with the service of LoanCare!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42066
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We currently have our mortgage with LOANCARE, other names listed on our statement is XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX. Problem # 1. our home value listed on our account page is listed as XXXX. That was an appraisal that was done XXXX XXXX ( * by LOANCARE paid for by US at our request ). Our principal balance is currently at XXXX which puts us at a 73.79 % LTV. LOANCARE has the LTV listed incorrectly they have it listed at 79.3 % LVT. that is a data error on their end. They are refusing to correct their error. I believe they are using an old appraisal and refuse to calculate the LTV with the current home valuation as it is listed on our loan account. We had in the past missed payments but our mortgage was brought current as of XX/XX/XXXX. All fees were paid and made completely current as of that date. Starting as of XX/XX/XXXX our mortgage was completely current and at the point our home value was XXXX, our principal was XXXX at that point it made our LTV 75.46 %. According to the Homeowners Protection Act of 1998 ; PMI will automatically terminate as soon as your loan to value reaches 78 %. Because of their error in calculation it has not automatically stopped. Starting as of XX/XX/XXXX we should not have been paying our PMI insurance of {$240.00}, this now 13 payments we have made totaling {$3100.00}. Because of the error in their data we did not realize that their was an incorrect LVT. We had first reach out to them in XXXX, XXXX to request cancellation. At that point we received a generic letter, XX/XX/XXXX stating they would not cancel because of the late payments we had in the past. That I would understand if we were at an 80 % LTV. Again we reached out in XXXX, XXXX and received the same generic letter XX/XX/XXXX. We have place multiple phone calls with customer service and not one person can admit to the incorrect calculation with our home LTV. This is fraudulent incorrect data. They are in complete violation of the Homeowners Protection Act. I've discussed with them every time I call and they give generic lines to us and state there is no one in the PMI department we can talk to. They say they will escalate to a manager and we will get a call back which we never get. We again reached out and got a letter XX/XX/XXXX with the same generic response " Your monthly payment must be current at the time of the cancellation request ; and you must not have made a payment 30 days or more past due in the last 12 months ; and no payment 60 days or more past due 12 months before that. '' I understand that statement if we were at an 80 % LTV, but we are NOT. We currently are at 73.9 % according to the law PMI is automatic at 78 % as long as you are current ( which we have been since XX/XX/XXXX ) regardless of payment history. Again a call was placed to LOANCARE on XX/XX/XXXX we again could not get any help with correcting the incorrect data in regards to our LVT to have our PMI stopped. I asked to speak to a manager and was told they would call me back. They called back and acted as if they could not hear me and hung up. I try calling back and am on hold for 1 hour and minutes. I want the corrected LVT and I want a full refund of the PMI that we should not have been paying since XX/XX/XXXX which is {$240.00} X XXXX {$3100.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02747
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We live in a flood zone and our XXXX dues include flood insurance. As we own a condo, our flood insurance policy meets FEMA guidelines by covering 100 % of the total replacement cost of the dwelling ( the total replacement cost for our building in {>= $1,000,000}, and our policy covers up to {>= $1,000,000} ). Prior to our mortgage being sold to LoanCare, we had never had issues with our previous lender accepting our XXXX 's insurance policies. Then, in the fall of XXXX, we found out LoanCare was our new lender, and the nightmares started. First they lost our insurance policies and required us to re-submit them, threatening to place lender-obtained coverage on us if we didn't get them the documents. We submitted them online ( the format they had requested ) THREE TIMES and continued receiving letters saying we hadn't. Repeated phone calls to customer service representatives who didn't know how to help were wasted. When we finally were allowed to be transferred to a " resolution specialist '', she said something to the effect, " Oh, you submitted them online? Yeah, we didn't check there yet. '' They looked it up and saw we had indeed submitted everything, then sent us a letter confirming that they wouldn't obtain coverage and charge us ridiculous premiums for it, so we thought all was good. This all wrapped up in XX/XX/XXXX. On XX/XX/XXXX, we received a new letter from LoanCare, stating now that our flood insurance coverage was insufficient to meet their guidelines, which they claim are the FEMA federal guidelines. From XX/XX/XXXX through the end of XX/XX/XXXX, my wife and I made upwards of a dozen phone calls to LoanCare, explaining that our policy IS sufficient according to the guidelines ( which they included in that same letter to us ) -- 100 % of the replacement cost of the dwelling. All they kept parroting back was, " It's insufficient. You need more coverage. '' No explanation of why, and it literally felt like banging our heads against the wall. We continued to receive several more letters threatening to obtain flood coverage on our behalf, and continued to call them back. We got our XXXX 's insurance agent involved and he called them directly, only to get stonewalled himself. We finally submitted a complete package highlighting amounts and literally explaining that {>= $1,000,000} ( our policy coverage ) was a BIGGER number than {>= $1,000,000} ( the replacement cost of the dwelling ) and therefore, we met FEMA standards. About 2 weeks into XXXX, we called them again and they tried to tell us it was insufficient. We requested to speak to a manager. We were transferred to another " resolution specialist '' who said, " Oh, I'm looking at it now and we ran the numbers again -- your coverage IS sufficient. '' No kidding! She promised to issue a letter that same day confirming that they had cancelled their threats to obtain flood coverage on our behalf and told us the note would be removed from our file. A week went by and we hadn't received a letter, so we called again on Thursday, XX/XX/XXXX. It was back to square one! It was like the previous week 's conversation had never happened, and the agent this time told us, again, we didn't have sufficient coverage. We repeated the request to talk to a manager, got transferred AGAIN, and again, " numbers were run '' according to the specialist and she said over the course of the phone call that three different supervisors had confirmed that we had sufficient coverage. She promised to personally follow up on our case since we had had a bad experience, and promised to phone us with an update just for peace of mind confirming the letter had been sent on Tuesday, XX/XX/XXXX. The XXXX came and went and we heard nothing, but were traveling, so decided to wait until we got home to follow up. On Friday, XX/XX/XXXX, we logged on to our online account to find a notice that we were going to be charged an annual premium of {$3600.00} for " Flood Gap '' coverage, effective XX/XX/XXXX. We've now been told three times that our coverage is sufficient and that all threats to obtain coverage on our behalf will be cancelled, yet our next payment is going to include a premium for flood coverage when we HAVE sufficient coverage already. Efforts by our insurance agent have failed, as have ours, and we're at a loss as to where to go from here. LoanCare is flat-out scamming us and we have no way to fight back. We never had an issue with a lender prior to this, and our XXXX and XXXX insurance agent have said that out of the hundreds of condos they manage, they've never experienced anything like this either. We're desperate for help, and I can't believe that what they're doing is legal when we have all proof that we meet the guidelines stated in their requirements. LoanCare has made this such a nightmare that we're tempted to sell our home just so we can get away from this disgusting excuse for a legitimate company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I hope CFPB will look at this complaint against Loancare as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and, frankly, malicious business practices. Issue : Failure to refund prepaying of XXXX property taxes ( which were paid in XXXX XXXX ) This is a complaint against Loancare LLC for failure to refund our XXXX prepaid property taxes in excess of {$8000.00}. We notified Loancare of the prepayment in XX/XX/XXXX, and provided a copy of our payment receipt, and have contacted Loancare over 20 times since XX/XX/XXXX regarding the status of our refund with no resolution. We are continually told by ( usually ) nice customer service representatives that they just can not understand why we havent received our refund yet and are elevating our issue, and yet we never receive a response nor a refund. I actually spoke to a supposed supervisor ( XXXX, employee ID number possibly XXXX, XXXX, or XXXX ) in XXXX XXXX who confirmed Loancare had all it needed and the refund had been approved. XXXX then said he sent an email, while I was on the phone with him, directly to the person in the escrow department who could initiate our refund. XXXX finally said that he would personally call or email me by COB the next business day informing me of when we would receive our refund And once again, absolutely no further communication from XXXX or anyone else at Loancare and no refund. I called customer service again in early XX/XX/XXXX and the very nice customer service rep ( XXXX ) that I spoke with actually read some notes from that last exchange with XXXX that apparently said he did send an email to me the next day with the status and anticipated refund date never happened, no email and no refund received. The few times I contacted Loancare via email I received, first, an email response stating the issue was resolved even though Id heard nothing from Loancare whatsoever. The other times I received no response at all so I opted instead to call customer service. Like many others, we prepaid our XXXX property taxes in XX/XX/XXXX ( prior to the IRS issuing guidance that this did no good for tax purposes ) and we are still waiting for Loancare to give us back our monies owed. I reached out to Loancare immediately in XX/XX/XXXX asking what they needed from us and was told to email a copy of the receipt showing our prepatent, which I did in late XX/XX/XXXX with a confirmation email from Loancare on XX/XX/XXXX. I say that I hope CFPB will look at this complaint as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and malicious practices because I downloaded the CFPB complaints against Loancare and read through many of them ( too many complaints to read through all since there are over 4,000 complaints ). There are far too many instances where Loancare has kept money that is owed to mortgagees for this companys approach in such situations not to be purposeful, planned, and calculated. In every instance, including ours, the mortgagee is given a complete runaround with no money actually being sent back to the mortgagee until a complaint is filed against Loancare with some outside entity such as CFPB. - Multiple complaints where homeowners insurance claim checks that had to be sent to Loancare for some reach, but with monies due to the mortgagee and Loancare not sending the owed funds to the mortgagee. Loancare giving the mortgagee the same runaround weve received. - Multiple complaints about overpayment of property taxes where mortgagee received the runaround from Loancare -- even did this to a veteran in IL who was exempt from property taxes, took and kept his monies. There is something wrong with an industry when a consumer can choose to do business with one company, the original lender, and then that lender can immediately sell the clients business ( the mortgage ) to another company without any say of the consumer, and the company to which the mortgage is sold has absolutely deplorable practices. We didnt choose Loancare, nor did most of the others who have complained as far as I can tell, yet here we are fighting for over a year to get our {$8000.00} plus monies owed to us from this company. This whole system is beyond ridiculous and the fact that this company has literally thousands of complaints against it, and that is just with CFPB, yet is still in business is disappointing and beyond frustrating. At the very least, I hope CFPB can assist in getting us our in excess of {$8000.00} refund. I am also hopeful that CFPB will open a case against CFPB for its grossly negligent business practices in this regard, not just to us, but to numerous consumers who did not choose to do business with Loancare in the first place. I am also sending a complaint to the Virginia Attorney Generals ( AG ) Office. I dont know whether Loancare has violated any law by keeping our money in this manner, but if it has, I am hopeful that the Virginia AG will consider pursuing legal action against this company. Thank you in advance for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2019-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to do a short sale for my property. I have lost an offer due to unnecessary delay of servicer in reviewing submitted documentation. I resubmitted and offer again and the short sale package was deemed complete in XX/XX/2018 and as of today the file has been escalated for internal review five times to no avail. I am again about to lose a second prospective buyer due to loancares negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2019-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A