Date Received: 2018-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage Loan processor noted as follows by NMLS Number will not credit our payments for payment due XX/XX/2018. They are not providing a monthly statement electronically or by mail as we requested and discussed by phone. XXXX : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2018 we sent in a mortgage assistance application provided by the company explaining that we were experiencing a loss in income. We were denied any financial assistance, and when we called for an explanation we were told that we did not make enough income to qualify. This explanation did not make sense to us and we were not provided any additional information upon request. In XX/XX/2018 I made an attempt to pay {$2500.00} towards the past due balance which at that time was {$5500.00}, I was told that they would not accept this payment as it had to be the full amount. Then in XX/XX/2018 I attempted again to make a payment of {$4500.00} towards the past due balance which at that time was {$7700.00} and once again was told they would not accept it because it was not the full amount that was past due. We have continuously made attemps to pay off some of our debt and we have been denied, causing our house to go into foreclosure.
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: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage every month with Loancare, a Service Link Company. I called their customer service line and attempted to use the automated phone payment system. When this proved to be nonfunctional, I redialed and navigated my way through an endless menu system which seemed to be designed to avoid letting callers through to a human telephone agent. Ultimately, I reached XXXX at XXXX XXXX. My loan number is XXXX. XXXX refused to let me speak with a supervisor until I threatened this complaint. The supervisor seemed more pleasant, and took my payment over the phone. They can't seem thus far to be able to understand why my online account access is not able to be restored. In fact, the customer service agents were unable to do anything because they were having errors in their system as well. This has been the general experience with Loancare. The biggest problem is that Loancare is not even my servicer - it's a subservicer, a double outsourced company taking payments and passing them on to XXXX XXXX XXXX, so I have no idea how to actually speak to my actual mortgagor. Loancare still can not figure out why their online portal does not function for me on any of my devices, so it looks like for the forseeable future, I will have to continue to waste my time on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have addressed this to both XXXX and to LOANCARE and neither has cooperated with my requests. My issue is simple. I want to get a monthly statement on my mortgage paydown. This ceased some months after XXXX pushed my mortgage to LOANCARE. I was doing a fast paydown on my mortgage when XXXX pushed my mortgage to LOANCARE. Here is the traffic of email that I have had with both XXXX and LOANCARE during the past 6 months. XXXX has done nothing to help. LOANCARE initially helped but then has done nothing to fix their website to function. I can not see if my payments are being tracked, I can not see my balance, and I have no security to know that my mortgage is being paid down as per my instructions. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To Subject Sent Size XXXX ' ; XXXX XXXXXXXX RE : Acknowledge : RE : Payment Received { ( Ticket # XXXX ) Sat XX/XX/XXXX 87 KB XXXX RE : Acknowledge : RE : Payment Received { ( Ticket # XXXX ) XX/XX/XXXX 73 KB XX/XX/XXXX XXXX RE : RE : Payment Received ( XXXX ) XX/XX/XXXX 67 KB 'Issue Resolutions ' ; 'XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXX XXXX XX/XX/XXXX 102 KB Issue Resolutions ; XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXX XXXX XX/XX/XXXX 104 KB XXXX XXXX FW : RE : Payment Received ( XXXX ) XX/XX/XXXX XXXX XXXX Issue Resolutions ; XXXX XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 102 KB 'Issue Resolutions ' ; XXXX RE : [ External ] RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 97 KB XXXX RE : Resolution Email for Concern Id XXXX - XXXXXXXX XXXX XX/XX/XXXX 79 KB XXXXXXXX, XXXX XXXX, Ms., XXXX, XXXX/XXXX-XXXX RE : Question on Loan Care Website and Personal Loan Status XX/XX/XXXX XXXX XXXX XXXX Question on Loan Care Website and Personal Loan Status XX/XX/XXXX 53 KB XXXX CUSTOMER SERVICE PLEASE XX/XX/XXXX 53 KB XXXX RE : Payment Received XX/XX/XXXX 59 KB XXXX RE : Payment Received XX/XX/XXXX 55 KB -- -- -- -- -- -- -- -- -- -- -- -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Recently I communicated on XX/XX/XXXX and then again on XX/XX/2018. Neither XXXX nor LOANCARE has responded to my requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX my VA Mortgage was transferred to Loancare. I had just almost completed a loan modification program with XXXX and was to make 3 payments in the amount of XXXX, a higher amount than my mortgage payment would be to show good faith. *This is what XXXX advised. I made my first payment to XXXX on XX/XX/XXXX and my second payment to them on XX/XX/XXXX. When Loancare took over - I was told to make the third payment to them which I did on XX/XX/XXXX. I received paperwork from Loancare indicating my payment would be {$1200.00} at an interest rate of 2.25 %. When I tried to make XX/XX/XXXX 's payment they would not accept it, stating that they didn't have all the paperwork for XXXX. PLEASE NOTE - I had just gone through a borrower assistance/loan mod process medical hardship ) with XXXX It was my understanding from XXXX AND from Loancare that I was good to go. They apparently started over again, EVEN though I had already made the 3 " good faith payments '' the last being to them. I called in XX/XX/XXXX and XX/XX/XXXX and was again told that they didn't have the paperwork from XXXX. In XX/XX/XXXX I was told my loan was with the underwriter, which I really didn't understand. I then got a notice ub XX/XX/XXXX that there was a lien on my property. We had a total loss of our roof in XX/XX/XXXX and our mortgage servicer at that time, XXXX, did not release all the funds. It took almost another year to get the roofer paid. I immediately addressed this issue with the roofer. He had failed to lift the lien after he was paid, but did so immediately. I provided Loancare with this information and was told and I should have a contract soon. I didn't hear anything else. I called every month and ended up leaving messages with my point of contact - who had changed several times. No one I was actually able to speak to knew what was going on. I called in XX/XX/XXXX and was told that nothing was moving forward because of the lien ... .which I had already dealt with in XX/XX/XXXX. At that point I filed a complaint with you ... the CFPB. I immediately got a contract, but the reason they gave for the delay stated that I did not get the lien taken care of at the time I actually did. The shock came when I read the contract. It stated that my new payment would be {$1700.00} with an interest rate of 4.625 %. When I called them, my point of contact stated that it was because I had an ARM ... and that it the market had changed and it went up. I advised them that both the paperwork from Roundpoint AND the paperwork I initially got from then stated that my rate was 2.25 %. I got no real explanation - may have been that the initial statements were computer generated ... don't know. At that point my wife and I both were devastated and didn't know what to do. It had been my understanding that if I did a loan modification I could not have an ARM and it would go to a fixed rate. Even if they were considering a rate increase due to the ARM that rate was not scheduled to increase until XX/XX/XXXX. I had to sign the contract or lose my home. To add insult to injury - I recently contacted another loan company that specializes in VA loans and makes many of their decisions " in house. '' We thought we were going to get some relief, however, my credit report now shows that I was delinquent on my payments PRIOR to even getting a contract. WE TRIED TO MAKE THE PAYMENTS. Thought things were fine after the " good faith '' payments, etc, etc. Loancare dragged their feet, they made us go through a whole new loan modification, told us month after month things were fine or didn't respond at all, then there was the lien issue and we DID address that immediately. Told over and over it was with the underwriter ... then our payment and interest rate went up a ridiculous amount with no satisfactory reason ... .and now I can't even work with another mortgage company because of the info on my credit report WHICH WAS TOTALLY OUT OF MY CONTROL. I SHOULD HAVE BEEN ABLE TO START MAKING MY PAYMENTS OF {$1200.00} IN XX/XX/XXXX AT 2.25 %. I have researched this company and there are many many complaints. I served my country for 29 years. These people have treated both my wife and I with disrespect. This is unacceptable. Regarding the initial report I filed back in XX/XX/XXXX ... ..that was just to try to get our contract..which..interestingly enough ... I got immediately after I filed the complaint. THIS new complaint is due to the interest rate increase and info on my credit report which is preventing me from being able to work with another loan company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88012
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my house on XX/XX/XXXX and the very next month my job changed to a different company under the parent company and my income started to decrease. I made my payments all the way up to XXXX of XXXX and in XXXX of XXXX I called my mortgage company XXXX XXXX XXXX at XXXX to see what options I had to do a payment extension or something. I was told that I could apply for a modification but would have to be at least 60 days past due. I applied for the modification in XXXX of XXXX and called every week to two weeks following up on the status after sending in additional loan documents the mortgage company asked for. I received a letter in XXXX stating I was denied due to I wasn't in my home for 12 months. I then had to take out a hardship withdrawal from my 401k to catch my mortgage payments up from XXXX to XXXX which now still had me behind the XXXX, XXXX and XXXX payment. At the end of XXXX I set up a payment plan with hopes of my income increasing under the new job function and my first payment was going to be XX/XX/XXXX. I was then laid off on XX/XX/XXXX so I called my mortgage company and explained I was laid off and they told me I could apply again for the modification because it would take them 30 days to process it and by that time I would have been in my house for 12 months and to send the documentation showing where I was laid off. I did that and continued to follow up with the mortgage company for the status of the modification. I called the mortgage company today and now we are at the end of that process and I was told that my modification was denied again because they said I haven't passed the 12 months of the 1st payment for an FHA HAMP modification. I asked to speak to a manager and a team lead by the name of XXXX was very rude and unprofessional as I was trying to explain to him how each representative I spoke to gave me all the wrong information every time I called. I am a single mother of XXXX with XXXX children in college and XXXX that has XXXX XXXX. This process has stressed me out so bad because of the miss information and misleading documentation sent by XXXX XXXX XXXX has put me in a worst position that what I started with. My income has dropped dramatically and I turned to my mortgage company for help and all they have done is given me false information. I feel like they are trying to take me house from me and to top it off they are now selling my loan on the XXXX of XXXX to a new servicer. I've went out t the hud website and read the FHA HUD Handbook 4000.1 and it has an option for the following and based on this information it shows that I would qualify for the modification but Commerce mortgage is only looking at the one option of the mortgage default instead of Mortgage in Imminent Default see below. I asked XXXX to let me speak with a manager and after being on hold for over an hour they transferred me a voicemail and the guy name was XXXX but couldn't make out his last name. I don't want to lose my home, I can't lose my home I would have no where to go. I'm doing the best I can trying to get back on my feet now that I have a job but is paying less than half of the income I was making when I purchased my house. Bad things happen to good people that's out of their control and I don't think you should be treated like you are a bad person because you fall on hard times. Please help me as XXXX XXXX XXXX has purposely not giving correct information and misleading information that causes their customers to be in a worst position that what they actually started out with. Thank you ( b ) Mortgage in Imminent Default To modify a Mortgage facing Imminent Default under FHA-HAMP, the Mortgagee must ensure that the following conditions are met : at least 12 months elapsed since the Closing Date of the original Mortgage, as evidenced on HUDs Neighborhood Watch system ; a minimum of four Mortgage Payments have been paid by the Borrower on the current Mortgage ; Imminent Default due to a verified loss of income or other hardship as explained in the definition of Imminent Default ; and the Mortgagee obtains documentation evidencing the cause of the Imminent Default.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: On XX/XX/XXXX, LoanCare sent us a letter stating that they were going to be our new mortgage servicer. Our former mortgage loan subservicer was XXXX XXXX XXXX XXXX and they were transferring our mortgage to LoanCare. Our complaint is that LoanCare has failed to add our mortgage payment history to the three major credit bureaus ( XXXX, XXXX and XXXX ). This has resulted in a lower credit scores and higher interest rates for our two recently obtained auto loans and four recently obtained credit cards, as well as a refusal by another mortgage servicer to refinance our mortgage until this information was accurately reflected on our credit reports. We have repeatedly called and gotten in touch via the help center on the LoanCare website to have them add this information. As of today, XX/XX/XXXX they have still failed to do so which is evident by the fact that we just pulled all three credit bureaus reports for both my husband and myself and this data still is not being reflective therein. Most recent requests were : XX/XX/XXXX Email from a LoanCare confirming their receipt of our request that they add mortgage payment history data to all three major credit reporting bureaus. XX/XX/XXXX. Email confirmation of inquiry regarding mortgage account XX/XX/XXXX. Email stating they received inquiry and are assigning it to appropriate department with ticket number XXXX XXXX We emailed a picture of XXXX credit report showing no mortgage data on summary page requesting that LoanCare review the amount of time weve had the mortgage with them and report accordingly to all 3 credit bureaus. There are other disputes with this lender as well but it would be too lengthy to address all of their failings here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 814XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a letter is a Notice of Error sent pursuant to 24 C.F.R. 1024.35 The enclosed Assignment of Mortgage that was recorded and filed on XX/XX/2010, with the City Register of the XXXX XXXX XXXX XXXX to claim legal ownership was robo signed. Robo-signning has been outlawed in the State of New York. The Assignment of Mortgage was robo-signed by know and admitted robo-signers XXXX XXXX, XXXX XXXX and XXXX XXXX. I'm enclosing supporting evidence of fraud showing XXXX XXXX, XXXX XXXX and XXXX XXXX roles as known robo-signers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage at Loancare with an early payoff on XX/XX/2018. I received a letter dated XX/XX/2018 acknowledging the payoff. After not receiving information from my courthouse about the satisfaction of the lien, I called Loancare on XX/XX/2018. I was told by the servicing agent that it had only been 103 days and then was put on hold then disconnected. I called my clerk of court in my county and they had not received the paperwork. I called Loancare back getting several different servicing agents, being put on hold and then being disconnected. I called again asking for a supervisor. I then learned that Loancare had mailed my release/information to the wrong courthouse with the wrong address in another county on the other side of the state thus putting my and my deceased husband 's information at risk for fraud or whatever. I asked the supervisor to send my information to my courthouse via XXXX, even giving him the correct XXXX physical mailing address and the XXXX XXXX XXXX. XXXX mailing address. I said to not send information via XXXX to the physical address as it would not get to them. I have been calling my courthouse and still they have not received the information. I called Loancare again on XX/XX/2018 and threaten to file a claim with this bureau. I was put in contact with upper management. I had to tell my story again for the umpteenth time. I was assured that everything would be taken care of right a way. I was sent a letter dated XX/XX/2018 via Loancare 's social support website stating that they mailed the information to the physical address but not saying what service that they used nor a tracking number. I have called my courthouse again today XX/XX/2018 and they have still not received any release documents. I have left a message with my contact from upper management requesting a tracking number for sending the documents. I have been more than patient. I am dealing with XXXX XXXX and the death of my husband from XXXX. I always paid my loan on time with an early payoff. Additionally, a few years ago Loancare neglected to pay my home insurance thus letting it lapse with no explanation. I had to pay it and take over my own escrow account for taxes and insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a partial claim FHA loan modification on XX/XX/XXXX. I faxed the documents and received fax confirmation that all documents were received. I received a letter on XX/XX/XXXX asking for 60 day bank statements. I also received a call on XX/XX/XXXX advising me that the year XX/XX/XXXX was not included on the XXXX. I had the document which was included in the original faxed package in my hand and I clearly wrote the year XX/XX/XXXX on it because it wasnt typed on the form. I was also advised that since my husband and I didnt have a bank account, and all we had was a XXXX XXXX XXXX money market account which was given to my husband by his employer in order to receive direct deposit, that we needed to include a letter of explanation explaining that it was a money market account used for direct deposit and that we couldnt deposit funds on it. We could only use it for withdrawing money and as a debit card. The representative also told me I needed more current statements. I did include the most current statements when the original package was faxed on XX/XX/XXXX. The representative also advised me that they needed our XX/XX/XXXX taxes. The only missing item listed on the letter from Loan Care ( XXXX XXXX XXXX ) was 60 day bank statements. I never received any other letters from them listing all the other missing documents. Our former attorney still had our XX/XX/XXXX taxes so I was able to email all documents listed above on XX/XX/XXXX at XXXX XXXX. I still did not receive any additional letters stating who my single point of contact was or advising me that additional documents were needed. Loan Care was not following the keep in touch routine every 3 business days. SIDE NOTE-Our Investor is XXXX XXXX XXXX XXXX XXXX. The mortgage was sold by XXXX XXXX to XXXX in early XX/XX/XXXX. I dont even think the first legal was filed within the timeframe stated in the HUD guidelines from XXXX or Loan Care as servicer for XXXX. I used to work as a supervisor, Banking Officer for XXXX XXXX XXXX XXXX and worked in the Loss Mitigation Department in both HUD Partial Claim loan modifications and short sale/deed in lieu closings. So I am familiar with the requirements. I also worked on a project during my time at XXXX XXXX XXXX because the current 2016 HUD Mortgagee letter requirements were not followed on several loan modification, short sale and deed in lieu of foreclosure closings before I joined the loss mitigation department. The procedures were 2 years out of date and claims were made to HUD to receive the claim funds. The closing packages were missing several HUD required documents because the department was following old HUD Mortgagee guidelines. XXXX XXXX XXXX received these funds from HUD and knowingly did not return them to HUD once they realized that there was a huge error on their part. They did not want to red flag HUD about the error. These loans were XXXX loans and I am aware how their servicers handle their loans and treat their borrowers. To my knowledge there was about XXXX XXXX XXXX in claim funds XXXX XXXX XXXX should not have kept after they discovered the huge errors made. I did report this to a false claim attorney after I was left XXXX XXXX XXXX in XX/XX/XXXX. However, I was advised that if the government wouldnt get involved that they would not pursue the case. I even had a sample of loans with loan numbers that I found on my computer on a spreadsheet from when I worked from home. The next call I received from Loan Care was XX/XX/XXXX. The representative said they needed even more current bank statements from the money market account and the letter of explanation stating that it was a money market account needed to have wet signatures by both me and my husband as well as the date. I was advised that once they received these last documents the file would go to underwriting for a loan modification. I emailed these documents to Loan Care on XX/XX/XXXX. I still did not receive any letters stating who my single point of contact was. On XX/XX/XXXX I received a call from a representative named XXXX. XXXX advised me that my file was with the Foreclosure Team. This was news to me. I never received any calls in almost a month stating we were declined or that they needed more documents or any letters stating the same. XXXX was incredibly rude, degraded me, talked down to me. She was advising me that I had to send an entirely new loan modification package. I asked for a supervisor and she thought I was on hold and I could hear her talking about me. At this point I was extremely irate and yelled I can still hear you. She transferred the call and the call was dropped. This is why I am coming to you for help. I was finally advised during this call that my SPOC was named XXXX XXXX but I never received any letters or calls from him. I am asking for your help to proceed with this loan modification request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14217
Submitted Via: Web
Date Sent: 2018-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A