Date Received: 2018-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2018 To Whom It May Concern : I am writing with a complaint against my mortgage provider LoanCare LLC. I have contacted Customer Service by phone many times since early this year about removing PMI from my account. I was received a letter and was told that as of XX/XX/XXXX the PMI would be automatically cancelled because I would have met the 76 % LTV threshold. I was instructed to submit an email requesting the PMI cancellation which I did. On XX/XX/XXXX, I called because I received a letter in the postal mail stating I needed to pay {$100.00} to request a BPO in order to do have the PMI cancelled. I called LoanCare because I had not been informed of that. The representative told me that it was not necessary to pay the {$100.00} because I had already achieved better than loan to value ratio and that the PMI was in the process of being cancelled according to ticket # XXXX. A month and a half later on XX/XX/XXXX I spoke to another representative by phone because I had not seen the PMI come off my billing statement. Her name is XXXX and she told me that I in fact did need to pay the {$100.00} to get the BPO and that the other representative had not given me the correct information. I said I would mail a check for {$100.00} to Loancare as stated on the letter ( Attn : Payment Processing ) but she told me she could expedite the process by taking my checking account information by phone and withdrawing the funds quickly. I did so and she told me that within 5 days I should be contacted by someone about conducting the BPO. I was given confirmation number XXXX. The funds of {$100.00} were withdrawn from my personal checking account. On XX/XX/XXXX I received my monthly billing statement and the {$100.00} was not applied to the BPO process but rather applied to my monthly bill. I called Loancare on XX/XX/XXXX and spoke with representative XXXX and later Supervisor XXXX. They noted that confirmation number XXXX as given earlier was going to move the {$100.00} from an unidentified area of billing and towards the BPO. They assured me that the {$100.00} would be applied toward the BPO process. They also told me that according to their system the BPO would be ordered and completed by XX/XX/2018. Today is XX/XX/XXXX, over one month later, and I received my bill from Loancare showing that the {$100.00} is still in an unidentified payment area and I still do not have any movement on the BPO to remove the PMI from my account. This situation is extremely frustrating and unfair because with each month that passes I am paying {$51.00} toward PMI that I do not need. From XX/XX/XXXX ( when PMI was supposed to be removed to begin with ) to now, I have paid 5 months of additional PMI at $ XXXX/month equalling {$250.00}. In addition, each time I call I am given different information and told a different story. I am being cheated by Loancare and receiving the worst service of any mortgage provider I have ever during all my years of home ownership, including mortgage servicers for another home I have owned. I request that your agency look into my case as soon as possible because Loancare clearly is not assisting me in getting my PMI removed, has taken my {$100.00} payment toward the BPO, and continues to charge me {$51.00} month after month for PMI that I do not need do to my LTV ratio. Until now I have tried every step to be proactive by calling Loancare and they are clearly not going to help me receive the service I deserve and have paid for. Thank you for your attention and quick response to my issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87112
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: They arent doing what the government says the lenders should to provide foreclosure alternatives to us homeowners. The property has been listed as a Short Sale for months now and I have had numerous loan offers from interested parties to buy the property. Loancare has been provided these offers all requested paperwork that they have asked for numerous times with no resolution or answer as to approving the short sale offers. They keep asking for documents and paper work that has been already provided and because of their delays we have had a previous offer fall through. Loancare has been very unreasonable since they have taken over my loan. They do not return phone calls left by our representation or emails and when they do they are weeks and months later. I am very desperate to sell my home through a short sale but Loancare is blocking this by their un-professional practices. On XX/XX/2018 or representation tried to contact Loancare again and thus far no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Pleased revise my personal documents that I have like a certified FRAUD EXAMINER AFFIDAVIT .Qualified written request findings securitization audit report voluntary liens report ; That I have I request for a proof off claim ton XXXX AND XXXX XXXX ( XXXX XXXX ) An never give to me this proof of claim. Conclusion of the report that I have is : XXXX XXXX XXXX XXXX DOES NOT have standing to foreclose on the subject property as it not the holder in due course of the subject loan. According to the PSA which created the trust which currently owns the loan. The only possible holder in due course is XXXX XXXX XXXX XXXX XXXX as trustee for the XXXX XXXX mortgage 's LOAN trust XXXX.Howewere, XXXX XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX XXXX THEIR OWN SECURITIZATION TRUS DOCUMENTS. Therefore, XXXX XXXX XXXX XXXX XXXX LOST ITS INTEREST IN THE SUBJECT PROPRTY and its right to foreclosure by violating its own PSA.GIVING BOTH THE HOMEOWNER AND THE XXXX investor cause of action for fraud. I Have a proof with serious documents that certified this and Certified Fraud Examiner Affidavit. I'm looking for help to save my home. I was looking in my credit and all data about my Mortgages is not there I tray to negotiated with the people but they transfer to Loan care Servicing and I send 26 Modification to them but they only denied now I send this to your department because I what to enforce that the send me a PROOF CLAIM AND SHOW ME A REAL DOCUMENTS. PLEASE SEND ME AND EMAIL I CAN SEND TO YOU ALL MY PROOF AND LEGAL PROOF OF WHAT I DISPUTED. THANKS FOR YOU HELP! Thanks for your valuable help! XXXX XXXX XXXX direct number ( XXXX ) XXXX I hope you can help me whit this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX service member who has been paying my mortgage since XX/XX/XXXX that currently located in XXXX XXXX, Florida and was in good standing with XXXX XXXX. In XX/XX/XXXX I was XXXX overseas in XXXX XXXX. At the end of XXXX I was given XXXX to proceed to XXXX XXXX, XXXX XXXX for a period of a year. During my move I was not receiving my mail which is normal process during a military move. Apparently my escrow increased changed and I was not aware because I wasn't receiving my correspondence. Later in XX/XX/XXXX I received my backlog of correspondence and found that my mortgage payments were being rejected as they were being sent via military allotment. I received 3 checks from XXXX XXXX which I did not understand why. I called the mortgage company in XX/XX/XXXX and it was explained to me that my military allotment was being rejected because the payment was approximately XXXX dollars short due the escrow increase. Because I was in the middle of a military move I was unaware of the increase and not able to adjust my payments. During my phone conversation with XXXX told me that I needed to pay a total of {$6500.00} but because I'd had only received a few checks from XXXX I only had a total of {$3500.00} because the other checks that were rejected had not been received. Additionally, I did not have the money to make up the difference until I received the checks. I was in a financial bind because I was stationed in XXXX XXXX and my family was living in XXXX which was I had to pay for two household on one income. XXXX XXXX gave me a couple of weeks in order to wait on the rejected checks which did not I did not receive in time and after continuous calls to communicate that I have not received the rejected checks I was told that I my mortgage had been transferred to collections. At this point my only options were to pay the entire amount with penalties or to file a loan modification. At this point I was very frustrated and XXXX XXXX were some of the rudest people and I was made to feel very low. This situation happened to me all because I'm a military member and my military move, I was in good standing before my move. After losing faith with XXXX XXXX and unable to pay the total amount they were requesting to bring my mortgage into good standing I stopped communication and lost faith that I could save my home. In XX/XX/XXXX I received a notification that my mortgage was sold to LoanCare, on the letter it stated that my payment was due on approximately XX/XX/XXXX and was approximately {$1200.00}. I was excited because I thought that I was going to be able to begin making payments again in order to save my house, but after calling LoanCare that was not the case. Their correspondence they sent me were very misleading. In XX/XX/XXXX I began talking with a financial counselor and they suggested I do a loan modification with LoanCare. I talked with LoanCare and they guided me on how to submit the loan modification package, it was submitted in multiple times until the package was to their liking. During the many phone conversations with LoanCare they asked for my mailing address every time to update their system. At that point I would provide my mailing address in XXXX, again this happened a lot. In XX/XX/XXXX after calling LoanCare for a status of my loan modification I was told that it was approved and that my contract was going to be mailed to me. I was told to begin making payments to on XX/XX/XXXX and I did. While making the payment on XXXX XXXX I told the customer service agent that I still had not seen the documents for signature. The agent suggested that I wait a few more days and call back if not received. I made several calls and found out in XXXX that the mortgage documents were sent to the property address in Florida even after all the calls where I gave my mailing address to them to update their system. During this time I continued to make mortgage payments which occurred onXX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX I spoke to my property manager to verify that my documents were received and they were forwarded to me by my property manager and received on XX/XX/XXXX. I made an appointment with the notary on XXXX XXXX the next week and my wife and I both signed the documents. I faxed the documents to LoanCare on and made follow-up calls and was told that they had not been received but that it takes a couple of days to show on my record because the fax goes to a central location where they are processed in. This happened at least three times where I was told they were not received. After several attempts I was told because they had not received the documents I need to re-apply even though I was still making the payments. This could of been avoided if LoanCare would of sent the documents to my mailing address in XXXX. In XXXX I re-applied for a loan modification and after several attempts and different documents LoanCare accepted my package in early XX/XX/XXXX. Though my application was denied and sold on XX/XX/XXXX. This has been a frustrating and embarrassing ordeal which all occurred because of a military move and bad customer service. I'm writing this complaint in hopes that something can be resolved. I've been in contact with my VA representative and they have been little help.
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: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Before and since my scheduled home sale closing on XX/XX/XXXX, I have made repeated efforts to find out why I was charged {$6100.00} by LoanCare in interest aside from the unpaid balance on my conventional loan. I repeatedly emailed XXXX XXXX ( VP of Consumer Communications ) and XXXX XXXX ( Head of Compliance ) and my efforts to understand why I was charged this additional amount were completely ignored. I had a 30 year conventional loan - there should have been no charges incurred in early payoff. This company has been a never ending, unethical nightmare to deal with. This is the 3rd CFPB complaint I have had to file as none of my efforts in dealing with them directly have been successful. I want a valid explanation of this charge and if it was calculated and levied in error, I want a refund processed immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX is in violation of CA anti-dual tracking laws and is guilty of acting in bad faith on a real estate transaction. At issue is a short sale request that was submitted to XXXX XXXX and XXXX XXXX confirmed receipt of a complete package. Once the package was complete XXXX XXXX is legally obligated to postpone their foreclosure sale date for XX/XX/18 which they have not. Additionally on XX/XX/18 the underwriter on the file acted in bad faith when they denied the short sale for a bogus reason of " title issues ''. All lenders understand short sales have title issues and have a legal obligation to work a short sale and provide a short sale approval letter so that junior lien holders will know how much is being offered. XXXX XXXX had a good faith obligation to advise what title issues they were concerned with and allow time to have those title issues responded to. They did not. They did not because they are acting as a foreclosure mill breaking laws and had no interest in doing what they are legally required to do which is help homeowner avoid foreclosure. XXXX XXXX should have their license pulled from CA since they can not operate within CA laws. Also as notated by the email attached the title issue XXXX XXXX was referring to clearly states they require XXXX XXXX approval letter before they will work short sale which is standard industry practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint concerns my tax bill/monthly payment for my mortgage company Loancare LLC. My tax bill was originally assessed higher as the previous owner rented out the home rather than living in it. I went to the tax office showed proof of residency and got a revised tax bill at the beginning of the year. I faxed this to the loan company and they never changed my monthly amount based on the revised tax bill. I followed up and they said they did not receive it, so I sent it to them again on XX/XX/18 to the e-mail address they gave me. No response. I followed up and they asked me to resend it so I did so on XX/XX/18. Same e-mail address was what was told to me. My monthly payment did not change. I called again and they asked me to resend it again and so I did so on XX/XX/18- I was told to send it to the same e-mail address. I stated in my e-mail that I wanted to ensure I was not defaulting on my loan due to my payment going up and me refusing to pay this amount since I had proof of my tax bill revised. No response. I then heard form my home insurance company that since I had not sent a payment in for my insurance, and I was going to go in to lapse coverage. I called Loan Care and they had no record of my home insurance. I started out with a different Loan company and they had that information and then all my information was forwaded to the new loan company so they should have had that on file. I finally got that resolved and had my agent reach out to them with the information. While I was on the phone for that, I spoke to a supervisor about my tax bill and she finally said she would look into it. Never heard back so I called again and the representative told me that because I did not have proof of this years tax bill, they could not change my monthly payment. I called the tax office and they said no one would receive that information until XX/XX/2018. So I asked how that it was possible I had to have proof of something in XXXX that did not exist? She said there was nothing she could do even though I had proof of the revised tax bill. I gave up and decided I would wait until I got my next tax bill as proof. I then got a letter in the mail on XX/XX/XXXX stating they had changed my monthly payment finally and that I would be receiving a check for the surplus money in my escrow account, which they did send me a check. The same day I got an e-mail from XXXX XXXX letting me know that my credit had gone down due to being default on my loan. I also received a letter in the mail that I was default. I have paid every single month and have proof of that from my bank. Every time I spoke to someone on the phone, they did not tell me anything about being late or delinquent. I have proof that I followed up almost every single month with a revised tax bill with no response. They have now effected my credit and are saying I did not pay one of my months even though I have proof I did. I have complained several times with no action. I know others are getting this treatment based on the online reviews.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been services by Loan Care, XXXX XXXX XXXX, XXXX XXXX, VA XXXX since XX/XX/XXXX. I attempted to log into their system in XX/XX/XXXX to make a payment. The system would not allow me to log in using the credentials I had been using for the past 11 months. When I contacted Loan CarXXXX they would not explain why I was unable to log in. Someone was supposed to contact me to resolve the system issue but no one never contacted me. Today, I again attempted to log in and was still unable. When I contacted Loan Care again, I was told by their Customer Service department multiple people were unable to access their online accounts. I am concerned based on what seems to be low levels of security as well as the fact my access and other customer 's access was shut off that they may have breached. I would appreciate it if someone would be able to investigate my concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we sold a property and my title company wired the loan payoff funds in the amount of {$200000.00} to my mortgage company on that very day. The loan was not credited until 20 days later, on XX/XX/XXXX by XXXX XXXX XXXX. As a result, my mortgage company is currently reporting my loan as delinquent for the month of XX/XX/XXXX, even though it was paid in full. I have disputed this with my mortgage company and they are blaming their bank, XXXX XXXX for the delay in processing. I have spoken with my Title Company and they provided me with the proof of wire and transaction that shows the money was wired to my lender on XX/XX/XXXX. They also confirmed with their bank, XXXX, that the funds were wired. XXXX XXXX refuses to run a trace on the funds in order for us to determine why there was a 20 day delay in processing the payoff. In the meantime, my credit has been ruined because of the 30-day late currently being reported by my lender. I am a XXXX XXXX XXXX and having a blemish on my credit report because of another agency 's negligence is very unfair and can prevent me from being able to secure funding in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This problem was originally reported under complaint number XXXX. The complaint was closed too soon. Please do not close this complaint upon receipt of company response, as they are not resolving my problem. I received the letter from LoanCare dated XX/XX/2018, with a letter attached dated XX/XX/2018. In this letter is a phone number ( XXXX ) and extension ( XXXX ). I called this number XX/XX/18, the first date I could take off work, and the extension is invalid. I left a voice message, and did not receive a return call. Curiously, and without notification, my PMI charges changed in XX/XX/2018, decreasing from {$77.00} to {$25.00}. The total current PMI overpayment stands at {$410.00}. XXXX XXXX has refused to provide requested information to help me cancel my PMI. They state my property has lost value per XXXX, but will not tell me what XXXX was used, what information was entered, or what the new value is. The website still indicates my property value is $ XXXX. Using XXXX, my property has increased in value from a purchase price of $ XXXX to $ XXXX. Additionally, LoanCare is demanding I pay for a Broker Price Opinion, but will not provide any information regarding the BPO - just that I write a check. I've paid my mortgage on time every month for ten years and I have great credit. My principal balance is, per the website, {$120000.00}. Original property value was, per LoanCare letter dated XX/XX/18, {$150000.00}. As the principal balance is now 80 % of the original value, my PMI should have cancelled automatically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2018-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A