Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company bought by loan a month after I purchased my loan, they are not honoring the terms of the previous loan by charging to pay {$12.00} by automated phone call, or making an additional charge of making a payment after 5 days, 10 up to 15 days a specified amount. My previous terms, free over the phone, late after 15 days past due date. This company you must pay on line in order for it to be free. The web site is continuously down, the wait time is awful, today I waited on numerous occasions, recieved 5 passwords that wouldn't work, my old password wouldn't work, I'm just trying to make a payment before the 5 that of the month. I haven't had paperchecks in over 15 years so I can not mail.Frustrated with the business operating practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76135
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to submit a one-time payment on the servicer website. there website seems to be having issues for the last two days and the problem still has not been resolved. I called to get this resolved and the customer service rep is not acknowledging that there is an issue. My payment was due on the XX/XX/XXXX even though I tried to submit online payment on XX/XX/XXXX and XX/XX/XXXX before payment due but the website still is not working. The customer service rep said they will submit an inquiry which customer service rep says can take up to 10 business days to be looked into. By this time, my mortgage will be past due and start collecting late fees/penalties and possibly default etc. I am filing a complaint because I do not believe they will resolve this issue in a timely manner and by the time it gets resolved i could be incurring late fees all because of the mortgage loan servicer website is not working properly and I want to have it on the record that I tried to get this resolved with the loan servicer before it came to this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is my SECOND complaint filed against LoanCare regarding illegal and unethical escrow account practices. The first time around, LoanCare was illegally maintaining an overage of {$8000.00} in my escrow account as of XX/XX/XXXX after my XXXX taxes were paid. They did issue a refund ( finally after multiple complaints and a CFPB complaint filed. However, they refused to lower the monthly escrow amount. My property taxes are no where near the estimate of {$7500.00} their reps insist they are. XXXX taxes were based upon land only, but I have since received a tax estimate that I sent to LoanCare and they completely ignored. I requested, in writing, another escrow analysis more than a month ago, and did not receive a single response. They were scheduled to do an escrow analysis in XXXX as well and did not complete either. I have left messages and have gotten no response. Nothing! This company is running a completely unethical business and their practices regarding escrow accounts are illegal. After the crisis that arose in XXXX, and the subsequent regulation and legislation that went into effect, I am shocked that LoanCare would even dare to attempt to commit escrow account violations. Consumers have rights, and they simply can not be allowed to ignore their clients and illegally benefit off escrow slush funds. Laws are in place to prevent this. Why and how LoanCare continues to get away with illegal escrow account practices is beyond me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am paying my mortgage online through online bill pay. My payment is being rejected by the mortgage company, Loan Care, LLC. Unfortunately for me, I do not find this out until 20-25 days later when my bank finally refunds my on time payment. Timeline of events ( approximations on the hours ... the days are precise ) : XX/XX/XXXX - Payment was made XX/XX/XXXX - I hold my Payment for XXXX because I don't know where my previous mortgage money went. I think I'm getting scammed at this point. Between XX/XX/XXXX and XX/XX/XXXX - Over 25 hours of hold, >2 call back requests and 2 emails ... I can not get contact with a human. I would either get hung up on or the customer service center would close. Between XX/XX/XXXX and XX/XX/XXXX the people who closed on my mortgage contacted someone to get in touch with me. They told me to try my payment again. I said I would wait to make sure I have my money back first since they rejected it. Their response, " We can not reject a payment. '' I have proof that they do. I've sent it to them in email and I also have a second round of proof now that they rejected my payment again! They then tell me I don't have enough funds in my bank account. This is also a complete farce. XX/XX/XXXX - Bank refund was received for mortgage payment XX/XX/XXXX - Refund cleared ; payment was sent again. Loan Care processed the payment on XX/XX/XXXX. XX/XX/XXXX - I was reported to the credit bureaus for delinquency. XX/XX/XXXX - Able to get enough evidence to prove that delinquency wasn't my fault. Sent proof to Loan Care. -- End of this issue -- XX/XX/XXXX - Paid for XXXX. XX/XX/XXXX - XXXX XXXX for XXXX payment. XX/XX/XXXX - Called Customer Support around XXXX ... requested call back. Received callback at XXXX. XXXX said processing fee would be waived and late fee would be waived ; so I asked if I could pay both XXXX and XXXX. He said yes. Unfortunately, I was not prepared with financial information as I was out to dinner and tried to pay with debit card and using my phone with the only access to my bank account. Agent said not possible to pay with debit card but to call back when I got my information and that he noted everything in the account. Agent also specified that my credit reporting to the bureau was fixed. XX/XX/XXXX - XXXX Called customer service. Requested call back. Received call back ~8. Agent refused to waive my processing fee. Why should I pay for someone to take my payment when they deny it online, deny that they are denying it, tell me that they will process it with the fee waived and then deny waiving the fee? I became unhinged, the arrogant agent stuck to her guns ... I hung up and wrote this note. Why am I fighting to pay someone something do not want to accept? I should not have to put in part-time hours to get someone to accept my payment. I'm not asking for a hand out. I'm not asking for freebies. I just want to pay my bill and not have it sent back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX of last year my husband and I separated with the intent to divorce. My mortgage began to fall behind, and I reached out to Loancare for options on saving my home. They advised me to submit a loss mitigation packet, in which I did. The first packet was submitted on XX/XX/XXXX. My point of contact for this packet was a XXXX XXXX XXXX. I was informed that some things were missing from the packet, and I resubmitted the missing documents via email on XX/XX/XXXX. On XX/XX/XXXX, the packet was approved for a double mortgage payment. I was sent all this via email by XXXX XXXX. I was also told that for the next 6 months those were my payments and that something would be coming in the mail to sign. Mind you I live literally 10 minutes from Loancare. I NEVER received the document. I started the payment plan, and got to month two. Sent them the second payment, they accepted it. A week later I get a CERTIFIED letter telling me that I had been taken off the program due to not signing the document. The document that I never received. So immediately that is a breach of contract on their end. Clearly if the document had been received it would have been signed and sent back to them. This letter of removal came certified, much like that form they needed me to sign should have came. But they ensured that I received the letter of me being taken off a program that I still had been abiding by. To make matters worse, they knew when they accepted that second payment that they had taken me off the program. I was told my only option was to resubmit another loss mitigation packet. I was already 6 months in default. I submitted the SAME packet I submitted for the first payment plan that they approved. This happened on XX/XX/XXXX. I was emailed on XX/XX/XXXX in regards to providing a copy of my social security XXXX award letter. Keep in mind I do not get social security XXXX my husband and I receive VA XXXX. Both award letters are included. I spoke with my single poc on XX/XX/XXXX about this, he requested a copy of my husbands residential lease to his other home he owns, in which that was forwarded on XX/XX/XXXX, XXXX XXXX cc 'd the processor as well. The email strand makes it clear and concise that we did not and do not receive social security but VA. We would call weekly to see the status of the packet. On XX/XX/XXXX, I emailed my single POC asking for an update, no response. On XX/XX/XXXX I called to ask for a status update, and was told that it was going to underwriting. I also have a VA representative who has been in the loop, speaking with loancare, requesting status updates. On XX/XX/XXXX I called for another update. I was than notified that it was still processing. I questioned extensively why, seeing as we were JUST on a program, the SAME paperwork was submitted, and I was told on XX/XX/XXXX that it was going to underwriting. I than spoke with a supervisor in Loss Mitigation, and was told she would escalate the loan. This was on XX/XX/XXXX!!! I than immediately called my VA representative, where he informed me that on XX/XX/XXXX, foreclosure proceedings began. The rep than informed me that he was on it and will be extensively trying to get answers. On XX/XX/XXXX an appraiser called to schedule and appointment. She told us this was for the modification. On XX/XX/XXXX she came out, did the appraisal. Something did not sit right with me, so I called Loancare once she left. Only to be told that nobody was assigned to our case any longer because we had been denied on XX/XX/XXXX. They denied us because we did not provide them our social security XXXX award letter. WE DON'T GET SSI!!! This was explained SO MANY TIMES BEFORE. I called my VA representative, and they informed me that he has YET to get a response from loancare. I don't know what to do at this point. They have cheated us and stalled us, and they are incompetent beings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare claims they sent me a check on XX/XX/XXXX to refund escrow for loan number XXXX. I never received it, and was contacted by Loancare to reissue the check XX/XX/XXXX. I completed the form to have check reissued, and was promised to receive the check in 7 to 10 business days, but have not as of XXXX received my money. I have contacted the company several times and spent much time on hold, only be told that it's processing. At this point I wonder what my rights are, and if I am owed interest etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98106
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I changed jobs after going to XXXX school and became a XXXX at XXXX XXXX. This was a major cut in pay. My fiance left me, and a roommate moved out after my service in XXXX. This was my first home purchase and I am doing everything possible to keep from loosing it. As you can see with my attached bank records, I was paying Loan Care, the company that took over my loan from someone else, that, I was paying them everything I could to prove to them in good faith, that I was serious about keeping my house. As you can see, I was sending them money at least every two weeks and sometimes more. Things have been very hard, but I did not realize how hard until XXXX payment, which I sent LOAN CARE {$930.00}. My bank notified me 2 weeks later that LOAN CARE had rejected my payment. I did not know what for. I had not received any notification via mail from Loan Care telling me they were not accepting anything from me except the full back pay of 3 months. I called every family and friend I could to help me get on my feet again. I did not want to loose all I had. I was unable to pull up my account online with loan care as they had me LOCKED OUT. Attached is proof of the lock outs to my account. I called every number online listed and spoke to XXXX XXXX, from collections who told me I had to pay the entire amount of {$4700.00} which included late fees and mortgage payment IN ADVANCE for XXXX. My bank " electronically transmitted " this to LOANCARE on XXXX. I called Loan Care again. They knew nothing about a payment. I was transferred to collections- XXXX XXXX. I spoke to XXXX on XX/XX/XXXX ( # XXXX ) and XXXX, employee number XXXX XXXX. I don't know what to do at this point as I can not access my account and No ONE knows or has given me a straight answer as to where this {$4700.00} has disappeared. By everything I gather, because my house has a lot of equity, that all LOAN CARE wants is to take it away from me, pretending I am not PAYING. YES, I am scared. I dont know where or who to turn to that came help me. Attached is all my communications with this company, and I am sure XXXX. would provide all of my calls, concerning my communication with LoanCARE. Thank you in advance, XXXX. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I am applying for a home equity loan, and during the process, I was informed by XXXX XXXX that LoanCare is showing a lien on my property. I called LoanCare on XX/XX/XXXX, and received a copy of the release, dated XX/XX/XXXX for {$260000.00}, XXXX XXXX XXXX, page 1495. After careful review of the release, I noticed it incorrectly shows XXXX County, instead of XXXX County. The XXXX County Clerk of Superior Court does not have record of the release, so it seem clear the release was sent to XXXX County. I have spoken with a number of representatives at LoanCare, left several messages with supervisors, as well as completed a LoanCare Request an Advocate form online, but I still can not get any assistance resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a loan servicing transfer notification from LoanCare LLC account # XXXX in the middle of XX/XX/XXXX ( letter dated XX/XX/XXXX ). The letter stated that my mortgage would transfer to XXXX XXXX Account # XXXX on XX/XX/XXXX and that LoanCare LLC would stop accepting payments on XX/XX/XXXX. Page 3 of the transfer notification informed that if I was already signed up for auto pay that XXXX XXXX would allow the auto draft to continue. On XX/XX/XXXX LoanCare LLC auto-drafted my checking account in the amount of {$2100.00}. On XX/XX/XXXX we received a letter from XXXX XXXX stating that the insurance for XXXX XXXX XXXX was expired and that they would acquire force placed insurance unless we provided the proper documentation. My wife called XXXX XXXX to discuss the issue and what to do to fix it. During the conversation with a XXXX Customer Service Rep, my wife learned that the loan documents were transferred from LoanCare LLC on XX/XX/XXXX, but XXXX XXXX had not yet received the transfer of the XX/XX/XXXX {$2100.00} payment from LoanCare LLC ( received at LoanCare on XX/XX/XXXX ). On XX/XX/XXXX, I attempted to gather proof that LoanCare LLC received my XX/XX/XXXX mortgage payment on XX/XX/XXXX as my bank had indicated by going to the payment history within my account on their website and the last recorded payment received was for XX/XX/XXXX. On XX/XX/XXXX, I called LoanCare LLC, spoke to a customer service rep, requested confirmation that they received my XX/XX/XXXX mortgage payment via receipt, and asked if they had transferred the XX/XX/XXXX Mortgage payment to XXXX XXXX. The customer service rep stated that LoanCare LLC had received my XX/XX/XXXX mortgage payment and had transferred it to XXXX XXXX on XX/XX/XXXX. When I asked her for a document to prove that LoanCare LLC had received my XX/XX/XXXX Mortgage payment, the rep told me that they could not because my account was closed and that my bank account would suffice. She also stated that she could not provide proof of the transfer to me. On XX/XX/XXXX I called XXXX XXXX and asked if they could run a query to determine if they had received the XX/XX/XXXX transfer from Loancare LLC. XXXX told me that she would run a query with the finance department to confirm or deny receipt. On XX/XX/XXXX, I submitted an e-mail to LoanCare through their portal requesting a receipt for my XX/XX/XXXX Mortgage payment and a receipt for the XX/XX/XXXX transfer. On XX/XX/XXXX I submitted an official qualified written request to LoanCare LLC seeking confirmation that my XX/XX/XXXX mortgage payment was received on XX/XX/XXXX and Request official proof or written confirmation of the XX/XX/XXXX transfer of my XX/XX/XXXX mortgage payment from LoanCare LLC account # XXXX to XXXX XXXX Account # XXXX. On XX/XX/XXXX I called XXXX XXXX and spoke with XXXX at Customer Service to confirm receipt of payment from LoanCare LLC and XXXX stated she would have to elevate the issue to the finance dept to check on the status. XXXX stated that she would call me back once she heard back from Finance. XXXX called me at XXXX and told me that XXXX XXXX had received the payment for my XX/XX/XXXX mortgage. On XX/XX/XXXX, I was notified that my bank account had been drafted on XX/XX/XXXX by XXXX XXXX in the amount of {$2100.00}, which was a huge surprise to me because neither I nor my wife had set up autopay with XXXX XXXX or authorized this transaction. On XX/XX/XXXX, I called XXXX XXXX and spoke to XXXX who informed me that my bank account was autodrafted for {$2100.00} on XX/XX/XXXX, that she could not confirm who authorized it, and she also had no record of ever receiving the XX/XX/XXXX transfer from LoanCare LLC. I asked to speak to her supervisor and she placed me on hold. After returning, she informed that her supervisor was speaking to the finance department and would call me back. So far ( 5+ hours ) no call back. On XX/XX/XXXX, I called LoanCare LLC and spoke to XXXX. She informed that Loancare LLC wrote a check to XXXX XXXX and sent it to them on XX/XX/XXXX. XXXX could not provide proof of the transfer so I requested to speak to her supervisor. She placed me on hold and returned and told me that her supervisor, XXXX, sent an e-mail to the LoanCare LLC finance department to request confirmation that {$2100.00} was sent to XXXX XXXX on XX/XX/XXXX. In summary, in the month of XX/XX/XXXX, my banking account has been drafted twice, once authorized on XX/XX/XXXX by LoanCare LLC for {$2100.00}, once not authorized by XXXX XXXX on XX/XX/XXXX for {$2100.00}. One of these payments is unaccounted for apart from LoanCare LLC 's verbal assurances. Attempts to gather proof from LoanCare LLC for a document to prove receipt of my XX/XX/XXXX mortgage payment and proof of the transfer/or check to XXXX XXXX have thus far been unsuccessful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33618
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an issue with a company called XXXX XXXX XXXX, address XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, VA XXXX. The loan number was XXXX. The issue is with them reporting two 30 day late payments on my credit report in XX/XX/XXXX and XX/XX/XXXX. I believe this reporting to be unfair, as the original loan company sold my loan without my knowledge and the automatic payment that was established was removed. I had no knowledge that the loan was sold as i moved to a different state for work and they only allegedly mailed me communication that this would occur, although they had my same email and phone number on file for 7 years and they could of easily called or emailed me to ensure the loan properly transitioned over to the new loan servicing company. When the automatic payment was removed, I had to manually go on their website to pay and I was consistently 30 days behind each month based on when I found out this had occurred, which was after the first payment didnt go through, this was after they took over ownership of this loan. It was an extremely busy time for me as I moved to a different state for work and I was working very crazy hours and not tracking what had transpired, as it was not necessary before due to automatic payments being made. I actually thought I was on time, but the automatic payment being removed messed up my payments and I was consistently about 30 days behind for the remaining time until the loan was paid in full on XX/XX/XXXXThe late payments were a few days over the 30 day reporting timeframe and thats when they reported it to the credit bureau. This was in addition to them charging me late payments the entire time, which I also paid them. This issue would of never happened if they did not sell my loan and remove my auto payment. I called and tried many times to fix this but their customer service is very poor and they offered little assistance. Additionally, my credit score shows no other late payments from any other companies, this is specific to this company as a result of the issue I previously stated. The company could of called or emailed me after the loan was sold to ensure the auto payment was still working to help create a smooth transition. I believe they dropped the ball, yet Im the one punished through negative credit reporting and late fees. After the loan was paid off in XXXX of this year, I realized that they actually reported these 2 late payments and I contacted them about 20 times to see if they could correct and report this to the credit bureau or simply send me a letter as documentation based on their role in the late payments and they refused. They have been extremely uncooperative in trying to resolve this. Im in the process of trying to buy another home in the state i relocated too and no mortgage company will lend to me based on these alleged late payments. When I asked them to simply write a letter explaining what occurred, they wrote me a letter last week denying my request. As an example of what occurred, XX/XX/XXXX was paid in XX/XX/XXXX and XX/XX/XXXX was paid in XX/XX/XXXX, the XX/XX/XXXX was the final payment and at that time paid in full. The entire loan balance was paid in full on XX/XX/XXXX and it was processed by them on XX/XX/XXXX. This was how the payment history went after the loan was sold, consistently about 30 days behind as a result of the payment timing being off, due to auto payment being removed. Having a working website is the responsibility of the lender, I called in to the company many times after the loan was sold to try and have the automatic payment set back up but their website would never accept or allow it to be re-established. It is also very convenient that this company benefits from the late payments because they charged me an extra fee each time! This company received every single payment from this loan with additional alleged late fees. It is my hope that this will be corrected in a fast manner, as this has been a major inconvenience and I have no protection as a consumer from false and alleged claims being made about me. I did not have any issues with payments being made on time until my loan was sold and the automatic payment was canceled. I previously had another loan with the company who sold the loan, called XXXX XXXX and I had no issues whatsoever with that mortgage and that loan was also paid off in full in the year XXXX. A company should strive to let its clients know when they sell their loan, especially if it will effect the servicing aspect like automatic payment removal! I had no idea this took place, the notification was solely mailed to my previous address. It could of easily been emailed or someone could of called me! This company takes no responsibility on this issue and unfairly puts the full blame on me, the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A