Date Received: 2018-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/18, we closed on our new home with XXXX XXXX as the lender. The 1st payment was due on XX/XX/18. About two weeks after closing we received a 1 page letter indicating that the servicing had been transferred to LoanCare and it gave the new location to send the payment ( it DID NOT indicate that there was a new loan # ). On XX/XX/18 the first payment was electronically delivered from our bank to LoanCare. We began receiving calls from " XXXX XXXX '' requesting we return the call about XX/XX/18. We thought these were welcome calls, so we did not return until XX/XX/18 ( at which time we found out it was LoanCare calling on behalf of XXXX ). Also on XX/XX/18, our 2nd payment was sent electronically from our bank to LoanCare. It was determined, on the call that neither of payments were posted to our account. I was told I would need the transmittal to submit a research request ( even though they knew the date, amount and loan # it was submitted under ... they wouldn't do anything without the transmittals ). On XX/XX/18, I emailed the transmittal to LoanCare and received an acknowledgement email. I immediately called and asked of the request to be expedited, I was told it could take up to a week. I heard nothing back by XX/XX/18. Why couldn't they post the funds then? ... They had proof of payment. On XX/XX/18, I emailed the transmittal for the 2nd payment and called back. I called to expedite the 2nd research request AND for a status update on the 1st research request. Nothing has been done on the 1st request. On XX/XX/18, I called back. Still nothing resolved. 2nd request had never been expedited. On XX/XX/18, I called back. I was informed the 1st payment posted on XX/XX/18. No one called to inform me it had posted. Nor were the funds properly posted for XX/XX/18. Nothing had been done on the 2nd request. On XX/XX/18, I called back. The 2nd payment had been posted to someone else 's account ... not ours. I was told it would be fixed THAT day and I would receive a call when the funds had been posted to our account on THAT day. I never received a call back on XX/XX/18 ( as promised by XXXX ). On XX/XX/18, I called back. The funds were STILL not posted. The gentleman indicated that they were posting on XX/XX/18 ( the system showed they were already marked to our account but the posting had not completed yet ). Again, these funds will not be properly posted on XX/XX/18. There is no reason LoanCare could not have posted the funds to my account the day they received the transmittals as proof of payment. There was no need to wait to locate the funds ... it was their error they were lost in the first place ( never received a welcome letter with the new loan # ). On XX/XX/18, we are 1 day from the RESPA period to end. I have ZERO confidence that the payment will actually post today, that I won't be charged late fees and that this won't be reported to the credit repositories as late. All I can do is wait to see what the next statement says and pull credit after a few months. Customer service was horrible ... NO ONE took ownership of the issue. NO ONE called me back to let me know how the research was going. At one point they had a total of {$3600.00} ( {$1800.00} for each payment ) of ours and acted as if it was no big deal. Well, {$3600.00} is a big deal when it has already been deducted from my account and lost in LoanCare 's system somewhere. It is frustrating that I have no say on who my loan servicer is ... I certainly wouldn't choose LoanCare. I have NO TRUST or respect for them at this juncture.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63368
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, This concerns from the very start of my refinance with my broker to be assigned to Loan Care as my new mortgage company. I was told by my broker that Id be contacted where & when to make a payment to my new mortgage company. When I finally was given the information & paymentbook I was already almost 1month behind .this made a instant problem. Ive tried with many phone calls to try to resolve this issue but its never been a permanent fix & peneltys & interest continue to add Ive never yet been 30 days late only 29. Im a XXXX man XXXX early had a great state job. I now early retired my income is my retirement & Social Security XXXX. Making almost XXXX less than I previously did. I live now paycheck to paycheck the only solution Ive been given by Loan Care is to make up the difference when I can.that is no resolve for me as I said you budget is very tight. Meanwhile I get added fees & runarounds & rudeness by select employees when I have to call in my payment the last time I called I got no where I then asked to speak to that persons manager only to get no resolve I then asked for their manager to get a name to speak to of XXXX but discussed as every time I call I just decided to try this route to resolve this ongoing frustrating situation I hope this can be resolved its been going on for to long. Thank You.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16601
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received my XX/XX/XXXX statement, however my mortgage increased by {$10.00}. Back in XX/XX/XXXX I received a statement of my escrow account which stated that we had a shortage and if we did not want our mortgage to increase we needed to pay {$180.00} which I paid by the due date and it cleared my account on XX/XX/2018. So I was surprised to see that my mortgage increased. I immediately contacted my loan company and spoke to a XXXX I D # XXXX to advise him of the situation. He informed me that their escrow department would not adjust due to the small amount. I explained to him that was not my problem that you adjusted wrong and that I complied with what I was given. I also told him you didn't even send out another notification informing us of your error you just adjusted my mortgage. With my mortgage payment being due tomorrow I don't know what to do. I can not afford to have my mortgage increase by any amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I flooded in Hurricane Harvey XX/XX/XXXX, I decided to rebuild and act as general contractor. My home is complete and we are moved in. I used all of my savings to rebuild. My Mortgage Company Loan Care is hold an insurance check of {$57000.00}. It has been more than 2 months ( Since XX/XX/XXXX ) and I don't have any insurance check in my hands. I am not past due 3 months past due and I fear that Loan Care will foreclose on me soon. My home passed final inspection XX/XX/XXXX with a 100 % complete and Loancare does not release funds. At this moment they don't know when Corporate Loancare will release funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two previous mortgage payments ( XX/XX/XXXX and XX/XX/XXXX ) are being held in " unapplied amount '', and my statement is reflecting these as " past due ''. However, the unapplied funds exactly equals the past due amounts. I have contacted the servicing company ( LoanCare ) on two separate occasions ( XX/XX/XXXX and XX/XX/XXXX ). Each time I was assured the payments would be applied, the second time the agent even spoke with a supervisor. Each payment was for the amount due ( no late charges are due or outstanding ), and no one could explain why my payments were not being applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was informed, after the fact, that my homeowners insurance, which was supposed to be paid out of escrow funds by Loancare, was cancelled despite having adequate funds in the escrow account. The insurance company stated the reason for the cancelation was because the payment was sent in late and therefore they cancelled the policy and returned the payment. Once I found out that the policy had been cancelled, I immediately went to work trying to get the original policy reinstated. This took a crazy amount of phone calls and time but after about two months, the original policy was reinstated at a higher rate. Both the insurance company and Loancare state that I was uninsured from XX/XX/XXXX-XX/XX/XXXX. Loancare put their own policy in place which was {$1000.00} a year more than the original policy. Loancare now states that even though I was uninsured, I would still have to pay for the new almost {$1700.00} policy that either never went into effect or was in effect for only a month or two. They said this was a " penalty '' for not having insurance ( which they were supposed to pay out of escrow funds in the first place ). When I disputed, they said there was " nothing we can do '' other than to have a supervisor from the insurance department call me within 48 hours. I never received that call. As a result of all this, my payment has gone up about {$300.00} a month. After seeing that they have over 800 similar complaints on this sight, I believe that situations like this are not isolated incidents, but rather common practice for Loancare. In short, they XXXX up by not paying my insurance on time and are expecting me to pay for it. This could have been an easy fix for them. All they had to do was admit they made a mistake and take the appropriate corrective action to fix it. It was clearly their own mistake. I may not be able to make the full new payment. I suspect the next thing that will happen is they will unjustly XXXX up my credit and attempt a foreclosure. I rarely make consumer complaints but these people have went way over the line. I would not recommend using them under any circumstances. Their customer service is nonexistent and they put people at risk of being out on the street with little concern. They couldn't even tell me if the new increased payment was temp or permanent. I want ( and expect them ) to repay any money already paid for this replacement insurance policy and return my monthly payment to it's original amount.
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint about LOANCARE on XXXX-18. Now I recently received another notice from them stating my mortgage payment is 3 months late, and now they are applying late charges ; also stating I may lose my home, and that this will effect my credit score. Never missed a mortgage payment in 5 years ; as long as I have owned my home. My Loan was transferred from XXXX XXXX XXXX to these people, and nothing but trouble. Never ever had a problem. I work, make payments on time. LOANCARE also increased my mortgage from $ XXXX/month to over {$5000.00} a month. WHAT! I called them about 2 months ago, and they said they wanted me to send them a check for {$19000.00} re : escrow? WHAT? I'm wanting to file a class action lawsuit ... ..this is causing me sleepless nights, anxiety everyday. I have never ever had a problem like this in my XXXX years on this Earth. I pay taxes, work at a job that helps people in life. What is going on?? I see all these complaints about this company, and wondering how this has been allowed to continue for so long?? Will someone please help us law abiding citizens, and do something? PLEASE ... ..this is getting harder for me to take everyday. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95482
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my loan was transferred XX/XX/18. and I had to make my payment before XX/XX/18 to XXXX, and after to new provider, XXXX XXXX I made a payment on XX/XX/18 XX/XX/2018 i called loancare and was told that they may have canceled my payment, and to wait a few days with the transfer I have 60 days no late fees or report to credit agency, the XXXX loancare calls and leaves a message, I call back and the guy is telling me I have to make the payment I explained I did and I was told to wait a few days to see if it would still process he tells me nope need to make payment now, I tried to explain I would like a copy of that letter, I don't want to have 2 payments pulled the same date, he said trust him and I need to make a payment m I said I did your company messed it up and he said I still have to make the payment today!!!!! now XXXX and XXXX XXXX use loancare for the service of the loans so laon care is the one demanding my payment I told him I would feel better waiting few days make sure the other doesn't process, I than said I thought someone has 60 days so how can you be telling, me that I have to pay today, again I told him the lady on the XXXX told me to wait a few days and that's what I wanted to do, he than said I still have to pay my loan I said I did and they messed up and he than started again I told him again I thought with the 60 days I have some time so whats the rush if I wait a few days and he wouldn't stop so I hung up so sound like they don't follow the 60 day rule with the new transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2018-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX XXXX XXXXXXXX XXXX XXXX was transferred to LoanCare in XXXX XXXX. I have never missed a mortgage payment, or made any late payments. I've been paying my mortgage for 5 years. Since my loan was transferred to LoanCare, I have been receiving letters stating that my {$1600.00} month payment is now {$5.00}, XXXX. XXXX. Most recent letter states that if I don't remit required payment ; my credit rating will be jeopardized, and I may lose my home. The letter also stated that my mortgage is 2 months past due. The letter is originated from XXXX collection agency. I have never had a problem when I was making payments through XXXX XXXXXXXX XXXX. After receiving this recent letter, I can't sleep, and am so stressed-out about someone taking my home, or doing something worse ... XXXX knows what. This feels like harassment ; and very threatening. I see other complaints, and it seems no entity is doing anything to deal with this company. How long does this have to go on before something is done? Have we no protection anymore? I have copies of letters, but I would like a regular, intelligent human being to step-up and help me and other tax paying, mortgage paying, law abiding citizens to resolve this ongoing, and incredibly disturbing situation. Thank you, and look forward to hearing from you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95482
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage transferred from XXXX XXXX XXXX to XXXX XXXX effective XX/XX/2018. XXXX made my last bi-weekly payment of {$530.00} towards principal instead of a payment ( documents to show proof ). This caused my mortgage to be delinquent with Loancare in the amount of {$530.00}. I have called to correct this issue several times. Most recently I have talked to XXXX XXXX and XXXX on XX/XX/18. I also called on XX/XX/18 to resolve the issue and talked to XXXX. XXXX transferred me to leave a voicemail for the supervisor, XXXX XXXX. I have never gotten a call back from ANY supervisor or any other CSR. I have also emailed documents ( bank statement and mortgage payments ) on XX/XX/18 to help correct the issue. As of this statement, The principal payment of {$530.00} has not been corrected to a regular monthly payment and I am still showing delinquent for XX/XX/XXXX payment. I have paid on time every month but now I am being charged a late fee because of this issue. Loancare has done nothing to help me fix this issue. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A