Date Received: 2018-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I want to express my frustration on working on a loan modification to save my house with L oan Care, which they are the servicing company out in XXXX XXXX, Virginia on behalf of XXXX XXXX XXXX This bank has made it so difficult for us to obtain a Loan Modification after obtaining the servicing rights from XXXX earlier this year. We were in the process of having our loan modification approved towards the end of the year XX/XX/XXXX when the file was with XXXX. They kept advising us that the file was under review. Next thing you know they requested more documents which had to do with my pay stubs, my sister and my brother in law in which we all reside at the property together as our primary residence. After the submission of the pay stubs, they advise that the file was under review. When we kept calling the bank, a different representative from the " customer relationship team '' kept coming on and kept telling us that the file was under review, pending a decision from underwriter. The file was like this for almost a month and a half until they sold their servicing rights to Loan Care. I don't understand how if I had a process pending, which was waiting just a decision after us sending documents for almost a whole year, just gets transfer before giving us a resolution.I personally felt they dragged the file along, with nothing being done until they transfer the servicing rights. Once the file was transfer to Loan Care, they advise us that nothing can not be reviewed until the file was fully transfer which took almost a month and a half to do so. XXXX was supposed to send over the application we were working on from the previous file, but when we spoke to Loan Care, nothing was sent over from XXXX which worries me on what were they really working on the whole time. We started an application to save our house with Loan Care. They requested a fully executed application, and we sent it over as well. Through the process of loan care, we were sending every documents they requested, such as income documentation, documents representing our hardship, updated bank statements etc. They came to us and said that we did not qualify for a loan modification because our income did not meet the criteria for a loan modification. I don't understand how if we presented more than enough income to support our house more than 50 % of our expenses which would include the mortgage towards the house. I work full time, my sister works full time, and my brother in law also works full time. We all share the expenses of the house together, and we all can afford this house and save our home. Now this bank is being complicated and denied us for the loan modification which we have been under process for almost 2 years now. We were facing a hardship when we felt behind on our mortgage payment, we want to pay our debt back and we can assume the whole debt of the house hold, but we need your help. Loan Care has made it impossible to have the file be reviewed because of the sales date. Our sales date in XX/XX/XXXX and we are worried to loose our house that we have worked hard for. It is my understanding that when you are working towards a Loan Modification, the file must be placed on hold until a resolution be generated, whether is to save a house through a Loan Modification, or selling the house through a short sale, the consumer has the right to come up with a solutions before the house is sold in a foreclosure auction proceedings. You have executed dual tracking on my mortgage, and we have every right to cancel the foreclosure sales date until a resolution is reached between us as a mutual agreement. You Loan Care and XXXX feel that you can just clean your hands by selling the house in a foreclosure, and obtain your debt right away and a win situation for you. Im the one whose loosing, I have my mother who is elderly living in our house and with my kids, and you want to sell the house specially in the winter time. This is just awful and so wrong to kick us on the streets specially with this situation of an elderly woman and our kids. I just want to be reviewed for the loan modification, and once approved, you can have your money back plus even more. Please help me eliminate the sale auction of XXXX XXXX XXXX until we can come with a mutual agreement, and a win situation not only for me, but you guys as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for loss mitigation on or around XX/XX/2018. I had to have XXXX XXXX in XX/XX/2018. Loancare continued to tell me I had missing loss mitigation documents which wasn't true. I sent in via email the documents over and over again. Finally at the end of XXXX i received a payment plan to pay off past due and current. I contacted Loancare via phone and email numerous times to explain that my doctor wanted my XXXX to extend to XX/XX/2018 and if my payment could be modified. I never received a call back nor did I receive an email. Comes XXXX finally someone at loancare via phone says they would send me a request for an extension form. Still nothing! On XX/XX/2018 I receive a letter via mail stating my home is in pre foreclosure. Today XX/XX/2018 I sent in another loss mitigation this time along with a letter explaining all the above. I sent a certified letter as I was advised to do by a lawyer. The main thing is ... The lack of communication with customer service not responding correctly can now cost me to loose my house? So not fair!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our home XX/XX/2018 and were informed during the closing that in South Carolina we would have to demonstrate to the Tax Assessors office that we lived in the home in order to receive the 4 % tax rate. However, closing costs were calculated at 6 % and mortgage payments would be made at the 6 % rate until the assessor reduced the amount and sent us the final bill. We proceeded and received the XX/XX/2018 final bill on or about XX/XX/2018 and sent it to LoanCare ( attachment : Tax bill ). LoanCare responded XX/XX/2018 ( attachment : First response ). After that response, I called LoanCare who then told me that I needed to submit an Escrow Analysis request in writing which I did ( attachment : request ). I received acknowledgement of the request ( attachment : acknowledgement ). I called to inquire based on their response on or about XX/XX/2018 at which time I was informed that it was not complete yet. I followed up on XX/XX/2018 at which time I was told that an escrow analysis would not be completed until XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29455
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, I received my annual escrow account disclosure statement. On the statement I was notified of a XXXX increase in my monthly mortgage payment. The statement references a current negative balance and 12 month payment plan to bring my escrow into a positive balance. When analyzing the reason behind the increase in monthly due, I discovered that payments made in XX/XX/XXXX were higher than what they should have been. The account history indicated that no payment was made in XX/XX/XXXX when my county taxes are typically due. However they list two ( 02 ) payments made in XX/XX/XXXX for the normal amount ( {$2300.00} ), and a third payment to county taxes in XX/XX/XXXX for the amount of {$2500.00} ( a {$230.00} increase over normal taxes ). According the country website that tracks taxes on every property, a late fee was charged to my account for XXXX for an unexplained reason. I wrote a Error Resolution Notice on XX/XX/XXXX and received a response letter dated XX/XX/XXXX. In their response they admitted to inadvertently paying an extra XXXX from my escrow account. However, they also indicated that this affair is my responsibility as the escrow disbursement form I signed indicated no payment due till XX/XX/XXXX. While this is technically correct, what is missing from their thorough Investigation is that their company financed the XX/XX/XXXX taxes into my home loan. The money was financed with the explicit purpose of property Taxes Parcel # xxxxxxx EST to XXXX County Recorder. Further, {$1200.00} was financed with the purposes of frontloading the escrow account for the XX/XX/XXXX tax and Hazard insurance payments which was to be paid in XX/XX/XXXX as agreed per the afore mentioned disclosure statement. A phone conversation was conducted with an Official at the XXXX County Treasurer Office on XX/XX/XXXX. During this conversation he confirmed all taxes paid on my property. He also confirmed that all tax payments in XX/XX/XXXX, prior to my refinancing with loan care, were made on time for that year ( XX/XX/XXXX and XX/XX/XXXX in the amount of {$2300.00} ). He then confirmed that no tax payments were received after XX/XX/XXXX until the 3 payments were made in XX/XX/XXXX/XX/XX/XXXX. This means that the {$2400.00} that was financed for the purposes of paying my taxes was never sent to them as intended. Since there is no record of it being placed into escrow or back into my account. I must assume that Loancare has misplaced these funds. The XXXX County official also stated that the refund was noted in his records as sent to Loancare on XX/XX/XXXX. As of the date of this writing ( XX/XX/XXXX ), no funds have been shown to have been reimbursed to my account. So they have either misplaced the refund, or have taken an abnormal amount of time to credit and fix my account. It should also be noted that this refinance was done through Loancare to refinance a loan held by Loancare. No other companies were involved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our house in XX/XX/XXXX and property taxes for that year were collected at closing. The original servicer/lender ( XXXX XXXX ), per our closing agent cashed the check for the XX/XX/XXXX property taxes on XX/XX/XXXX. Our loan was subsequently service released a few months later to LoanCare, whom is now our current mortgage servicer. We received a delinquent XX/XX/XXXX property tax notice early XX/XX/XXXX of this year. We proceeded to email LoanCare on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with no return response. It appears per looking at our payment history that LoanCare disbursed payment in the amount of {$2500.00} to satisfy the delinquent XX/XX/XXXX property taxes, which the funds were previously sent and cashed by the original servicer back on XX/XX/XXXX. Essentially we have paid the XX/XX/XXXX property taxes twice with the advancement of payment by LoanCare. We had the understanding that as our current mortgage servicer, LoanCare would contact the original servicer on our behalf to resolve the matter. However, LoanCare just proceeded to advance payment, thus causing us to have a severely negative escrow balance. Our monthly mortgage payment will increase significantly when the next escrow analysis is performed. Please provide any assistance that you can.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33897
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Given the increase in property values of my area I decided to initiate the PMI removal process with Loancare , LLC back in XX/XX/2018. Knowing the appraisal on file would not suffice I requested a new one and was told it would cost {$420.00}, unless my property was remote or an appraiser was not in my area. I asked to schedule the appraisal immediately as I knew I would be denied based off previous information. I had to wait until XX/XX/XXXX to get a " denial '' letter from the company before I could even pay for my appraisal, which I did on XXXX XXXX. I was told someone would contact me immediately, after numerous phone calls to the company I was given a deadline of XX/XX/XXXX. No call. The next deadline given to me was that Id be contacted by XX/XX/XXXX. On top of that, they more than doubled the appraisal cost to {$910.00}, saying that was the fee for Colorado. Why wasn't that ever disclosed to me? I have called the company over 20 times and spoke with several supervisors with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The complaint I have is with loancare my mortgage servicer. I received a notice in the mail from Loancare dated for XX/XX/XXXX which was a notice of servicing transfer effective XX/XX/XXXX. The statement says that after XX/XX/XXXX loancare will no be collecting mortgage loan payments from me. Since I had just set my payments up to begin on auto draft in XXXX, I called Loancare to stop the auto draft. The representative I spoke to gave me the same information about my loan being transferred and said that I would receive a letter in the mail from XXXX XXXX, the new loan servicer and she advised me to wait until after XX/XX/XXXX to make a payment to make sure all loan information had been transferred to XXXX XXXX. She stopped the auto draft from occurring and that was the end of that conversation. I received the welcome letter in the mail from XXXX XXXX around XX/XX/XXXX, so I said I would wait a couple more days before I made my mortgage payment to make sure everything was in place to ensure I didnt have any problems. I then received a letter from Loancare dated XX/XX/XXXX stating the previous notification I received from Loancare that the servicing of my loan being transferred to XXXX XXXX ( XXXX XXXX ) effective XX/XX/XXXX was sent in error and that my loan would remain with Loancare. By this time, it was XX/XX/XXXX when I received that notice in the mail. I then received a delinquent notice in the mail from Loancare dated XX/XX/XXXX so I called to see what was going on and to make my payment. If I am not mistaken was around XX/XX/XXXX when I received the notice dated XX/XX/XXXX. I made the payment with the representative. I noticed after a week and the payment still hadnt come out, I called back to see why my mortgage payment had not came out of my account. The representative told me I needed to wait a couple more days because sometimes it can take up to 10 days for the payment to come out. I said ok. After XX/XX/XXXX came and went, I called back XX/XX/XXXX and ask again why my XXXX mortgage payment hadnt come out of my account and why am I getting calls daily saying my account is delinquent if I have made a payment. The representative I spoke with told me that there was a dash in my account number which caused the payment not to go through. This confused me as I told her because I have been banking with the same institution for years and Loancare has always had my account number and routing number, so I am unsure how the dash got there. That representative transferred me to another representative in collections who preceded to tell me I would have to pay XXXX in order to make a payment and then I would have paid a late fee because Loancare tried to send the payment to my account and it didnt go through. I told her she would not charge me XXXX and I would not pay a late fee for something Loancare didnt do because I was looking at my account and the money was there, and I have overdraft protection on my account so if the money wasnt there it still would have gone through. So, I asked to speak with a supervisor, so she said if I agree to set the payments for XXXX again, a XXXX payment and set auto draft beginning XXXX she would waive the XXXX fee and late fee. I said ok because I just wanted my mortgage paid. The confirmation number she gave me were XX/XX/XXXX payment XXXX, XX/XX/XXXX payment XXXX and XX/XX/XXXX auto draft. The daily phone calls continued, it was just an automated system saying contact Loancare. When I called XXXX the automated system would tell me my loan balance was XXXX and then ask if I wanted to more options and of course every time I chose to speak with someone. Every time I would contact Loancare I would get a different answer about why the payment hadnt come out. Then XX/XX/XXXX I received a packet in the mail dated XX/XX/XXXX about receiving financial assistance, so I called, the representative told me not to worry about anything because Loancare had an open case on me and everything should be settled by XX/XX/XXXX. I asked him if I needed to send them a Cashiers check because it was evident that there was a problem with their system. He said no it should be fixed by XX/XX/XXXX, I said ok, but I also said let me call XXXX XXXX to see if they have my mortgage. XXXX XXXX said no, your mortgage was transferring to XXXX XXXX but Loancare said it was a mistake and it didnt fully transfer. XXXX XXXX stated in their system it just shows my mortgage as onboarding and that was for XXXX. Since it was the holidays, I said I would be patient and wait to see if the money came out after the holidays. Then XX/XX/XXXX, the mailman brings me a certified letter from Loancare stating my mortgage loan is past due and in default. The letter states, I need to be advised that an inspection of the property securing the loan will be requested before the end of this month due to the delinquent status of my account. I may be responsible for the payment of a fee for this service. The letter goes on to say I need to contact the Collections Department as soon as possible so we can schedule a face to face meeting before the third monthly payment is due on XX/XX/XXXX. Then XXXX XXXX some man is ringing my doorbell repeatedly early in the morning as if I dont work. So, I finally go answer and he says Loancare sent him to give me this paper. I told him to take the paper back Loancare and tell them I said that and slammed my door. I then called Loancare apologized to the representative and became very irate. The representative and her supervisor tried to figure out what was going on with my account and tried to set up more payments but this time a little honesty came out. The payments hadnt been going through because they couldnt be submitted because in Loancare system it shows my mortgage is with XXXX XXXX and you cant have two servicers. Per the representative, it was allowing them to set the payments up but not allowing them to submit the payments. I was then told the issue would be escalated to another department because they couldnt assist me, and someone would call me back XX/XX/XXXX. I did receive a call XX/XX/XXXX but it was to discuss short sell options for my house. So, again I became irate because Loancare has my mortgage payments in their system and they are calling me about short sell or other options. So, I was transferred to about four different people and had to tell my story to everyone and no one could help me. Everyone I talked to look in the system and would say, your right you shouldnt be getting those notices or calls because I can see where your payments have been set up. The last person I was transferred to was a supervisor in loss mitigation. I knew she was lying, and I let her know I knew she was lying because she proceeded to tell me that my loan was with XXXX XXXX because Loancare doesnt send out letters like the letter they sent me dated XX/XX/XXXX so that had to be a scam. I asked her at that point if she would like for me to scan the letter and email it to her because I was still at work and it would be no problem. Needless to say, she told me she would send me the welcome letter from XXXX XXXX because Loancare doesnt have my mortgage loan and she verified my email address. Lets just say its XX/XX/XXXX and I have yet to receive the email. I called XXXX XXXX back XX/XX/XXXX just to verify what the lying supervisor who works for Loancare was saying. So, XXXX XXXX verified again that they dont have my mortgage loan but the person I spoke with transferred me to a supervisor who said someone would call me XX/XX/XXXX. I did speak with someone from XXXX XXXX XX/XX/XXXX and told her everything that happened from the beginning. She said give her a couple hours she needed to reach out to Loancare and their onboarding department to find out exactly what was going on because they dont have my mortgage loan. The person from XXXX XXXX did call me back and verified that XXXX XXXX does not have my mortgage loan, that they were supposed to get it but Loancare said it was a mistake and never transferred it to them so the only thing they have is a skeleton case. Then at XXXX XX/XX/XXXX, I received an email from Loancare with a ticket number and a welcome packet dated XX/XX/XXXX. Besides the date being wrong all the information in the welcome letter is wrong. My mortgage payments are wrong in the welcome letter and still I havent received a phone call. Also, after talking to XXXX XXXX XX/XX/XXXX I called Loancare back and spoke with a representative who again told me the reason my payments were not going through was because every time someone went into my account, they were doing maintenance on my account which was causing the payments not to go through. Again, I listened and went with this false truth and she asked if I would be willing to set up a payment for XXXX because thats two months and I said sure because I havent once said I couldnt pay my mortgage. The confirmation number she gave me was XXXX. She again verified the same account number and routing number I have been using since I bought my house and said she would call me XX/XX/XXXX and verify if the payment went through or if it didnt, she would escalate it to another department but either way she would call me. Its XXXX XXXX XX/XX/XXXX and I have not received one call from Loancare. When I got off work yesterday there was a notice in my door letting me know that, At the request of Loancare, XXXX XXXX XXXX, an independent field inspector performed an inepction of the property. If the property is occupied, Loancare requests that you please contact their Customer Service Center at XXXX. At this point I am just tired!!!!! This is beyond embarrassing, its harassing, poor customer service. If Loancare wants their property they can have it, I DO NOT and WILL NOT accept this going on my credit when I have set up numerous payments. I have talked to numerous representatives, I have talked to representatives while at work, not having a place to go so people wouldnt be in my business because this needed to be handled. Still no results. Now I still must sit at work today, try to figure out where me and my child will live because a company just has poor customer service, and nobody wants to reach out and say anything but that they did an inspection of the home. Its not my fault that Loancare doesnt have an adequate system or staff that will escalate problems so that accounts are paid before it gets to this point. This is just poor customer service period. I have called Loancare repeatedly beginning in XXXX and its documented in their system the representative read that to me when I called XX/XX/XXXX this has gotten nowhere. I work with the public and know this is not the way to handle business by no means. When I first called in XXXX the beginning of XXXX this case should have been sent to someone to fix it or a ticket called in on it. Instead, I get harassed the entire month of XXXX. This is sad, poor customer service. I been working in customer service for 14 years and never have a seen anything like this. Then to be told my loan is with another company by a supervisor, I am a supervisor for my company. Yet the same company she works for turned around the next day and did an inspection on my home. Makes me wonder if her and her children have a nice warm home to sleep in without any worries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36867
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or Ma'am : Good afternoon. I have two problems to sort out with my mortgage company and/or Loan Servicer. My loan is owned by XXXX XXXX, but is serviced by LoanCare , LLC. Problem 1 : I submit biweekly loan payments which are above and beyond my required monthly mortgage payment. These payments are to be applied against the loan principal and have not been since XX/XX/2018. I have copies of the LoanCare LLC transaction history showing that they received these payments, but have not appropriately credited them to my loan principal. I sent an inquiry via the Contact Us secure web form on XXXX on XX/XX/2018 to follow-up on this issue and to ask that the appropriate retroactive payments and interest reductions be applied. I have not yet heard back from XXXX on this issue. I realize they have a reply window of time. I am escalating this through CFPB for need to track issues as well as the fact that there is a second problem which may negatively affect this first issue. Problem 2 : On XX/XX/2018, I received a letter from XXXX stating that my Loan Servicer was changing on XX/XX/2018 to : XXXX XXXX XXXX XXXX XXXX of XXXX XXXX, CA. A second letter, which was dated XX/XX/2018 arrived to note that my mortgage loan was resold and the new owner is XXXX XXXX XXXX XXXX XXXX. This second letter contradicted the first letter by stating that my mortgage serving will remain with XXXX. I sent an inquiry, also by way of the secure Contact Us web form on XXXX today, XX/XX/2018. I no longer know who services my mortgage, where to send payments, whether my account number has changed, etc. I also do not know what recourse I have in that I DO NOT wish my loan to be transferred to another loan servicer until the biweekly principal payments from XX/XX/2018 through current have been properly credited against my loan, and any appropriate loan adjustments ( Such as remaining principal, interest calculations, etc. ) have been accurately recalculated and applied. If the first issue is not resolved prior to the transfer, the wrong principal balance, interest, and inaccurate transaction history may be transferred to any new servicer. Please could you advise what steps I can take to resolve all issues? Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50023
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we received an email that our loan was purchased by LoanCare. The end of XXXX we received another form email that the transfer was complete. However we never received any USPS mail with account specific information. I mailed our check and added a note that we did not receive info about our account and could they please mail us account information. Additionally I explained we do not receive mail at the physical address so please send the our PO Box ( the address was supplied ) In XXXX same thing. No mail so I sent the payment and a letter. Again please send to PO Box . Today we were served a threatening letter that they were going to foreclose on us and we were behind on payments. We have never missed a payment and have tried over and over to obtain information about our loan. Please help us get our account information On a note this is the 3rd company this year to have our mortgage and this is the only company who will not mail us a statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2018-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received {$24000.00}. from my insurance company for damages to my home. The checks I received had to be endorsed my myself and Loancare. I sent loancare the checks and insuranceclaim check, required an inspection which passed 100 % and I sent supporting documents to show I paid my contractors. I sent all paperwork, they have had my money for 6 weeks ( XX/XX/18 ) and I already paid for all the expenses to my house through my equity line and I am now paying interest as well. I keep getting the runaround with XXXX regarding my monies. Please help, I have recently read reviews about them online and many many people are reporting similar problems with this company. Thank you XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A