Date Received: 2019-01-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We had hail damage in our roof last year. We opened a claim with the insurance company who approved it and released the funds right after the job was done in late XXXX. We tried to get the check deposited but because of the amount, our mortgage company required contract/bid/tax documents, etc from our contractor. We provided everything and after several phone calls back and forth they finally released a part of the funds. The total cost of the project was XXXX XXXX and they sent us a check for XXXX in XXXX. They still have {$6500.00} to release to us, but that is pending inspection. Since early XXXX I've been contacting them weekly ( lately almost every day ) to get the inspection scheduled. They assigned me an inspector, who contacted us on XX/XX/18 and left a message to call him and schedule the inspection. After 3 attempts without being able to get a hold of him, his phone number got disconnected ( XXXX XXXX XXXX ). Then I called again the mortgage company to explain what happened. They said they would assign another inspector. I have not heard anything back from anyone and every time I contact the mortgage company, they say they've escalated and someone will contact me soon. They refuse to give me an email, so I can have written documentation of this mess or to give me the inspector 's phone nr. I am losing my patience with this company that won't give me any answers or my money back. We have our mortgage through XXXX XXXX XXXX and the division that works with the claims is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 559XX
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to make a payment with my mortgage company LoanCare. I haven't been able to pay online and have finally figured out that they transferred my loan to another company and I didn't receive notice that this was going to happen. I looked in my payment history and it says XX/XX/2019-XX/XX/2019 Loan Service Transferred and everything has a XXXX balance. I have been trying to pay my mortgage for more than a week now and didn't understand why it kept giving me an error message. I have not idea who my new loan servicer is and I haven't been able to make my XX/XX/XXXX payment! I don't want to go into default for missing this payment. How do I figure out who my new loan company is and if they have everything to receive my XX/XX/XXXX payment?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2019-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX submitted a request for short sale approval loan care loan # - XXXX, poc contact # XXXX XXXX XXXX XXXX ; email - fax to XXXX, XXXX, or XXXX, XXXXt ; XXXX LoanCare closed their review file in XX/XX/XXXX stating documents needed were not received. The package was sent again on XX/XX/XXXX. The documents were complete, customer service verifies verbally they see the documents but loss mitigation is prompting the system that the docs are needed There is a ready willing and able buyer trying to close by month end XX/XX/XXXX ( we could have closed in XX/XX/XXXX providing further legal resolve ) and the first lien approval extended once already is about to expire. We need to get to closing before foreclosure. Loan Care is not processing the file competently and we need them to be accountable for the delay, process the file and provide a response asap. please help XX/XX/XXXX has been processing the short sale for settlement and has all communications documented. We simply need this bank to process the documents and provide a response asap. also, banks do not understand the legal listing agreement. they request extensions to this document when they are not needed. Paragraph 4 clearly states the agreement is valid if a contract is entered prior to the listing expiration. please help all banks understand this as it causes delay transaction after transaction.
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: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the closing of my loan, I pointed out to the lender ( XXXX XXXX XXXX ) that they had an error in their algorithm to calculate the property taxes on a newly constructed home. Their formula failed to reduce the total for the 40 % exemption for homes used as a primary residence ( XXXX XXXX County,, Utah ). To preclude re-doing all the closing documents, the lender advised that we could easily fix that after the close. This was in XX/XX/XXXX. After closing, XXXX XXXX XXXX ( XXXX ) advised that they could not change the calculaton until XXXX XXXX County completed there XX/XX/XXXX assessment for values. That delayed the refund until XX/XX/XXXX. ( meanwhile, XXXX continued to bill the excess amounts each month based on their error in the tax calculation. When I received the estimated taxes, I provided that to XXXX and was told they had to wait until the taxes were paid. XXXX paid the tax, but then sold my loan to XXXX XXXX. I contacted Loancare, they reviewed the escrow account after payment and agreed to return a little over {$2000.00} that had been over-collected. That occurred but now, when I ask LoanCare to re-estimate my withholding for the XX/XX/XXXX taxes, I am told that the amont must remain the same, based on what was done at the time of the closing in XX/XX/XXXX and they can not change that until there has been a new tax assessment after the home is 1 year old. That means they will continue to over-bill the escrows until XX/XX/XXXX as XXXX XXXX County asseses taxes in XXXX of each year. LoanCare will then re-evaluate in XXXX and again need to return to me the {$1500.00} or so in excess funds. Seems they would base the monthly withholding on what was paid in XXXX, and maybe increase it by a factor if they project growth in XX/XX/XXXX. The key is that even the new lender is not using the 40 % exemption factor for a primary residence. The biggest issue is with XXXX not following through with their promise to reevaluate last XX/XX/XXXX/XX/XX/XXXXand then selling the loan to LoanCare who in turn continues to use XXXX data from the closing. This is compounded as I purchased 3 properties at the same time. Each one has the same excess being held, so that was over $ 6K in XX/XX/XXXX and will be approx $ 4.5K in XX/XX/XXXXif they do not make the needed changes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84093
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan was transferred from XXXX XXXX to LoanCare before our first payment was due. We received a goodbye letter from XXXX XXXX on XX/XX/XXXX and our first payment was due on XX/XX/XXXX. We had not received a welcome letter from LoanCare prior to our first payment being due, so we went ahead and set up a payment through our bank 's ( XXXX ) bill pay system using the information provided by XXXX XXXX regarding where to send our payments and our new servicer loan number. The payment was sent on XX/XX/XXXX and was delivered on XX/XX/XXXX. The payment in the amount of {$1200.00} came out of our bank account on XX/XX/XXXX and the payment was accepted by LoanCare so it was not returned to us. On XX/XX/XXXX we received our welcome packet from LoanCare. Upon reading it, we realized that XXXX XXXX had given us the incorrect new servicer loan number. They had omitted one number from the loan number in error. I called LoanCare to see if our payment had been received and they claimed that it had not, likely as a result of the wrong account number being included on the payment we sent. I've been working with XXXX XXXX and LoanCare to try to get LoanCare to search for our payment to have it properly applied to our account. However, LoanCare is refusing to search without a copy of our bank statement which is not currently available until the end of the month. I have provided them with our transaction history showing the payment to LoanCare and that we had sufficient funds in our account when the payment was made as well as " proof of payment '' from XXXX that outlines the transaction details and they are refusing to help locate the payment. If they were not going to search to have our payment applied to the correct account, they should not have accepted the electronic payment in the first place so that we wouldn't have to do all of the leg work to prove we made the payment. Also, XXXX XXXX should have made sure that they sent us the correct information regarding our new loan servicer and our new loan number. As a result of their error, we are dealing with our payment being " late '' despite sending it in on time and having to jump through hoops to try to get LoanCare to locate our payment. I spoke to the CFO of XXXX XXXX on XX/XX/XXXX and she admitted that they had become aware of the mistake about 3 weeks ago when they went to wire our escrow money to LoanCare and LoanCare told them they had the incorrect loan number. However, no one had contacted us to notify us of the error and I only realized upon receiving our information from LoanCare a week after we had already made the payment. I am worried that this will not get resolved before our 60 day grace period during the transition between servicers and that LoanCare will attempt to charge us for a late payment and report the late payment to the credit bureaus despite us having paid on time and the fact that the error in the account/loan number was no fault of our own. I have attached the transaction history for our bank account showing the payment to LoanCare on XX/XX/XXXX as well as the " proof of payment '' provided to me by XXXX that outlines the details of the transaction of our payment to LoanCare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48150
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We lost our household main income in XX/XX/2016 and got behind.We saved our house 1 time before and had to pay over XXXX dollars to do so as first loancare said you owe XXXX which is way larger amount than our amount of delinquency. We got loans sold items paid the amount. Then they said it wasnt made in time, house was already sent to foreclosure we had to pay another XXXX to get it from there and back to legally mortgage. We almost lost everything we owned cars etc to pay this amount but saved it. Now owe so much on loans we had to save it the 1st time we got behind again this year. Weve offered fo pay 2 months as they are saying 3 are due even if XX/XX/XXXX. Isnt even here yet, but they said theyd refuse them. I'm calling HUD on Monday, but there has to be some help out there with these people. It is every 6 months them doing something mike this to us. Weve tried the loss mitigation with the company they refuse is except the 1st time 24 mo ago lowering our payment by {$20.00}. But that was prior to the job I was at letting me go.
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the beginning of 2018 we had some medical bills that set us back and we requested to LoanCare to move a payment at the end of the term as a deferred payment. They didnt denied but in result the bank gave us paperwork for a loan modification. They took a little while before they sent us the first set of papers in which you can find attached. These first set stated that there would be THREE trial payments and that they will send us more paperwork right after the last trial payment. The last TRIAL payment was made on XXXX XXXX 2018 according to their terms and we were expecting to see something in XXXX. Since we didnt hear anything we started calling them for an update but no one was able to give us an answer of where and how the loan stand and in mean time we kept making our monthly payments on time but we didnt know that they were still considered trial payments even though the paperwork stated only three trial payments. At that time we kept calling LoanCare to find out more information. This was hectic as no one knew what was going on. They kept telling us different information and we never were able to get a clear answer. One thing they kept telling us that the underwriter that was handling our case was not responding. In XXXX I contacted my legal advisor and they explained a little more on how a loan modification works. They told me that I should be getting paperwork where I could see the numbers in how the loan modification was going to be. This would include the loan valance before the loan modification as well as how the payment were going to be applied to the loan including the new balance and the new payment. They said that after they send this then they will work on the FINAL loan modification paperwork. We finally got some paperwork from LoanCare on the third week on XX/XX/2018 ( attached ) but this was the final paperwork that stated the new loan amount and the new payment amount. We never saw how the payments that we were sending were going to be applied to the loan and we dont understand how they got the new Loan amount. This is because before we started this loan modification we had a balance of {$260000.00} but they put that new balance now is for {$280000.00} which is what we originally purchase the house for and we dont know why it went up from $ XXXX to $ XXXX, we also dont know what happened to the money from all the payments we made while they get this loan modification. Based on what our legal advisor told us and the information given on the last paperwork, we called LoanCare to ask for the paperwork where it explains the numbers on how they got to the new terms and they told us that they were going to send them. After this, LoanCare called us days later saying that the underwriter stated sending them but we have never did. The lady who called us try to explain over the phone how they got to the new numbers but we need to see that information and agree and sign. She said that she couldnt disclosed that information in writing since it was for internal use only. At that time they told us to sign and send the paperwork as soon as possible which a find very estrange that they took all this time to send the paperwork and they sent them on the holidays giving us only seven day to sign, notarize and return. We felt obligated to sign and agree to something that we didnt feel comfortable signing and we feel like we are taking advantage of. This Is not a right way to do business and as a consumer I would like to know where my money went and how this was applied. I would like for LoanCare to disclose the financial breakdown where I can understand it and for someone in Consumer finance to please look at my paperwork from LoanCare and let me know if this is actually correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX obtained two loans from XXXX XXXX XXXX in XXXX, Virginia, one in XX/XX/2018 and one in XX/XX/2018. Both of these loans were subsequently sold to the LoanCare company. There was no problem with the loans or the repayments until XX/XX/2018. On XX/XX/XXXX, the payment on the first loan was properly applied. However, on XX/XX/XXXX, the payment on the second loan was incorrectly applied to the first loan as a repayment of principal ( since no payment was due ). No payment was recorded for the second loan. As a result, in XXXX, the first loan processed the XXXX payment correctly ; however, the payment made on the second loan was posted as a delinquent payment for XXXX. In XXXX, the first loan processed the XXXX payment correctly ; however, the second loan payment was listed incorrectly as a delinquent XXXX payment. I emailed the company and was assured that they would correct this, but they did not. I have called the company several times and, each time, they assure me that this will be corrected in a few days. This has gone on for several months and they still have not corrected the error. Instead, the company sends me regular notices that I am delinquent and requesting information about how/when I plan to make payment. They also assessed various penalties, which have not yet been reversed - even though this was the loan processor 's error. This was entirely the fault of the loan processor. All they need to do is reverse the incorrect {$2500.00} credit posted to the first account [ XXXX ], which they posted on XX/XX/2018 and credit this same amount as the XXXX payment to the second account [ XXXX ]. If they did this, then the XXXX payment on the second account would be timely, the XXXX payment would be timely, and there would be no delinquencies or penalties. The company has not disputed that they made an error. They continue to promise to fix it but have not done so in almost three months. They have a record of my phone calls and emails, since they cited them to me in my phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am an XXXX XXXX, XXXX XXXX XXXX. I am having trouble with a mortgage company that goes by what appears to be varying names, those being XXXX XXXX, XXXX XXXX and or LoanCare LLC. The background is a bit of a long story, so I will condense as much as possible and I beg your patience in reading it through. I am looking for help with for what appears to be illegal business practices and violations of housing laws as well as the Service Members Civil Relief Act ( SCRA. ) I feel that my home and my familys security and well being are at risk. Let me begin by explaining that this house is home to myself, my wife, my XXXX-year-old son, my federally recognized XXXX mother-in-law, my federally recognized XXXX veteran brother-in-law and his XXXX-year-old daughter. Now I will explain, at the start of XX/XX/2017, I was sent on a temporary overseas deployment. There were issues that left me stranded and unable to either complete the deployment or come home. I had to spend a week overseas and pay for hotel and food out of my own pocket. I was brought home within a week but was unable to be compensated for my expenses in a timely manner. The cost was sizable to me, especially considering I was only an XXXX and have a family to support. I had re-financed my home in XX/XX/2017 and contacted my mortgage company as soon as possible in XXXX, in order to try and get ahead of any issues that may come up. I spent hours on the phone trying to reach somebody without success. When I did finally get through, I was told that no one would be able to help me until XXXX. As my duty station required me to be away from my family so my wife also tried to contact our mortgage company. She was told that despite having a broad power of attorney since at least XXXX, that was more than acceptable to complete my first mortgage and do paperwork to refinance the house, she was unable to talk to them about the mortgage because By law she was not allowed to talk to them because she was not on the loan. I spent more hours on the phone trying to get a hold of someone so that I could finish anything they needed to allow my wife to talk to them. I was able to complete paperwork for the mortgage company and submit it so that my wife could help with contacting and working with them in late XXXX or early XXXX. What bothered me at the time was that during the refinance it had been stated multiple times that she needed that ability and we were assured that it was already taken care of. When I finally got a hold of someone at the mortgage company in XX/XX/XXXX about the financial impact of the deployment, I was told that they couldnt help me until the payment was actually late, but that they would move the late portion out to the end of the loan and merely extend the loan after the payment was late. As soon as the payment was late, I contacted them again. I was told that there was loss mitigation paperwork that was needed and that they would XXXX it to me so that it would be at my house before I left to go back to my command after my XXXX Leave. It was not to my house until over a week after I left which required additional time for my wife to get the paperwork to me. During that time, my wife attempted to contact the mortgage company again both to discuss what was going on, and a separate time to attempt to make a payment over the phone as we were locked out of the online access to our account. Both times my wife was refused as she was not me, and she was told that there was no paperwork authorizing her to discuss the account. Despite both the assurance during the refinance, and the paperwork I had submitted over a month before for her. Multiple attempts to submit paperwork were done leading up to the summer of XXXX. At that point my family and I had been attempting to find an organization or entity to help us and got in touch with one. We began working with this other organization and at that point LoanCare LLC began to acknowledge our paperwork as we worked with their loss mitigation department and also started discussing things with my wife in my absence. We were able to work with this other organization and finally got a Loss Mitigation Package accepted ( I would like to add that we still could not get phone contact with them only the other organization was able to ) That package was denied, an appeal submitted, and that was also denied but due to reasons that did not match the package that was submitted. We have been told that our house was in foreclosure but that there was no sale date. My credit has been severely damaged, and I have been unable to re-finance with a bank that would be more responsive. On XX/XX/XXXX 2018 a main pipe busted underneath the house and it severely flooded 7 rooms in the home. We were forced to be displaced during all this and the future repairs. The insurance company has been wonderful in doing its job however, we have met with the typical LoanCare LLC brick wall. We had to send the insurance check to for them to sign so the contractors can be paid, and they were demanding a great deal of paperwork from the contractor before they will endorse the check. The contractor faxed them all of the paperwork required. Still there was nothing, when we were finally able to contact them again and they said the contractor had sent them nothing. We got the contractor on a 3-way call with them and they still denied receipt of the necessary paperwork. We authorized them to speak with the contractor concerning this matter in the future. The contractor refaxed the paperwork and we are all once again at the mercy of LoanCare LLC. A very unresponsive, unethical, company. I am at a complete and total loss. I need help. I am trying to serve my country, but it is difficult to concentrate on that when in the back of my head I know my family is in jeopardy of being homeless because of the unresponsive, unethical and illegal practices of LoanCare Mortgage LLC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92544
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was damaged during Hurricane Florence. My mortgage company servicer LoanCare decided to progress monitor my claim. This required me to endorse all checks to them. After finally getting the insurance company to approve the damages and finding a contractor that was willingly to work with me and meet the requirements that the mortgage company servicer set forth, the work began on my house XX/XX/XXXX. The mortgage company servicer stated that before work began I would be sent 25 % of funds to pay the contractor. An additional 25 % would be paid when the contractor was at 50 % completion of repairs and the remaining 50 % when the work was completed. I requested the inspector to come out to inspect the property on XX/XX/XXXX. Per there policy the inspector was to contact me with 6 days. It is now XX/XX/XXXX and I havent heard from the inspector. Whenever I call Loancare requesting an update they put me on hold for extensive times and tell me they sent it to the escalation department. I didn't receive the full 25 % up front. Of the XXXX they are holding I have received only {$2000.00}. The contractor is waiting on funds and the repairs are 100 % complete.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A