Date Received: 2018-06-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing in dispute to the payment history reported from XX/XX/2017 through XX/XX/2017. During XX/XX/2017, XX/XX/2017, and XX/XX/2017. I paid as agreed per a Trial Payment Plan ( TPP ), a partial payment agreement, which was supposed to be reported to the Credit Reporting Agencies ( i.e. XXXX XXXX, and XXXX ). According to the recent credit reports I have received and my communication with each agency by phone, this information was not disclosed by LoanCare. Instead, due to the partial payments, my payment history reflects 60+ and 90+ days late during the aforementioned period. I have a copy of the TPP that I signed and that was approved by Loancare, with highlighted statements. On page 2, bullet 7, it states Please note that except for your monthly mortgage payment amount during the TPP, the terms of your existing note and all mortgage requirements remain in effect and unchanged during the TPP. On page 2, the 3rd bold section under Additional Trial Payment Plan Information and Legal Notices state, Your current loan documents remain in effect ; however, you may make the Trial Payment Period Payment instead of the payment required under your loan documents. ( I also have monthly statements from XX/XX/2017 showing the dates these payments were received. ) Despite the acceptance and fulfillment of this TPP, and despite reassurance from 3 different LoanCare representatives each month that I personally made the TPP payments by phone, I have incurred 60+ and 90+ late payment marks on my credit report with LoanCare. The TPP document clearly states that I may make these partial payments ; the TPP payment agreement is the exception, but all other mortgage requirements remain in effect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made three written requests to cancel PMI, dating back to late 2017. I am entitled to have PMI removed. Nevertheless, LoanCare is continuing to wrongfully charge me PMI every month. According to LoanCare 's website : " If you have a good payment history, you may request cancellation of your PMI on or after the date the principal balance of your loan : ( 1 ) Is first scheduled to reach 80 % of the original value of the property ( 80 % LTV ). ( 2 ) Actually reaches 80 % of the original value of the property. '' I first qualified for cancellation of PMI ( and requested cancellation of PMI ) based on the above in late 2017. Nevertheless, LoanCare is still charging me {$36.00} each month for PMI. LoanCare ignores my messages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have provided my condo unit owner policy to Loancare and have provided the name of the agent for our HOA regarding the master condo policy for XXXX. However, Loancare insists that I provide 1 ) detailed policy information concerning the HOA 's policy, and 2 ) that they be named on the condo 's master policy as mortgage. However, I do not have details about the policy and can not request that someone be placed " on the policy '' because I am not the named insured. Loancare refuses to contact the HOA 's agent and instead is threatening to take to out a master condo policy on my behalf -- truly bizarre as I am an individual unit owner -- and then charge me. If I do not pay for this duplicative insurance then I will be in default and may lose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loancare of XXXX XXXX Va has held on to escrow funds that were owe to me since XX/XX/2018. As of XX/XX/18 they still have not paid me and are giving me an excuse that it is taking a while to process. I have called 6 times and have been given the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27455
Submitted Via: Web
Date Sent: 2018-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I opened my billing statement from XXXX XXXX XXXX XXXX/ LOANCARE , and found out that a drastic increase on my monthly mortgage payment from {$3400.00} to {$5600.00} statement dated for the month of XX/XX/XXXX. I was so stress out and could not sleep at all and have been sick since then. I had called the XXXX and when ever I call them I have to wait for 2 hours or more to get hold of someone. Called dates : I believe my first call was on XX/XX/XXXX, then XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX. I questioned the said increase and they open an escrow analysis on XX/XX/XXXX ( i think ) but they were saying that the said increase is correct. I sent an email to the company ( XXXX, XX/XX/XXXX ) and even received awknowledgment that within 15 days they will have an answer to my case. I have to call and follow up but they keep on transferring to differner people and ask me same question over again. I sent an email to another XXXX, XX/XX/XXXX and got an awknowledgment that within 48 hours they will get back at me. Unitl know XX/XX/XXXX I have no response from them I've been calling and providing the information and documents that they asked, still no definite asnwer. I feel I am not being heard and that I am being neglected. I hope you could push the company to make sure to prioritize the case because this was really their mistakes. They been charging me twice the actual property tax ( two parcels ) and been charging me of the late payment because I did not pay the {$5600.00} and paid only my corrected computation base on one parcel only whichis {$3600.00}. I hope to hear from you soon
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2018-06-25
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from XXXX XXXX, XXXX stating that an escrow refund check in the amount of {$900.00} from XX/XX/XXXX had not been cashed, and they needed me to fill out a form stating that the original check had been lost or was never received so they could re-issue. The letter was dated XX/XX/XXXX, and I returned it to the original sender, XXXX XXXX of LoanCare , LLC ( XXXX ), on XX/XX/XXXX. I guess my understanding is that LoanCare is the servicing agency for XXXX XXXX? Regardless, after receipt of our signed letter, XXXX XXXX stated issuing the check would take 7-10 days to process, and then mailing time. As of XX/XX/XXXX, we still have not received our check and are concerned about the status of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15102
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a new mortgage through a company called LoanCare ( My mortgage has been sold several times since I first got it back in XX/XX/2017 XXXX and I found out that when I make my payments online, there is a {$5.00} payment fee after the XXXX of the month and a {$10.00} payment fee after the XXXX of the month. I was under the impression that there could be no late payment fees until after the XXXX of the month on VA loans. Here 's the breakdown : Online payment XXXX of the month though the XXXX of the month- No Fee Online payment XXXX of the month though the XXXX of the month- {$5.00} Fee Online payment XXXX of the month though the XXXX of the month- {$10.00} Fee The only way to avoid these fees is to either mail in your payment, or set up and automatic withdrawal. While they may not be calling these fees " Late Fees '' they are fees that are assessed based on the day of the month that you pay, e.g. late fee. This seems like a shady business practice and not in line with what the VA envisioned when they created the rule that there can be no late fees before the XXXX of the month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Payment made on XX/XX/2018 to mortgage company in the amount of {$1800.00}. This payment was for the due date XX/XX/2018. This payment was credited to XX/XX/2018. A mortgage servicer took over the mortgage. The payment due XX/XX/2018 was made on XX/XX/2018 to the mortgage servicer in the amount of {$1800.00}. The mortgage servicer credited this payment to XX/XX/2018. Numerous attempts ( 13 phone calls and 3 emails ) have been made to get the servicer to apply the payment made on XX/XX/2018 correctly. To date, they continue to say " it is being researched ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33703
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I made a call to Loancare to make my mortgage payment. I asked the rep to help me sign up for autodraft, so I could more conveniently make payments. She did so. I told her the XX/XX/XXXX of every month. My mortgage is up to date, and my payments are around 660. So I was pretty shocked to see my bank statement come up as Loancare debiting my account on XX/XX/XXXX for XXXX, which is a lot more than my mortgage payment. Immediately I called them up. They said there was no history of any payment for XXXX. I told them my bank statement said otherwise. I sent the bank statement in to the payment department and received confirmation they received it. I also obtained the ACH transaction details from that draft and sent that in too. Within 48 hours, they emailed to say my issue was resolved. When I called them, they claimed I had actually sent in two separate payments, one for the amount and then extra. I told them I most certainly did not and I dont have the kind of cash to be doing that. The call was dropped, no one called me back. So I called again. This woman told me that the extra money had been applied to the principal, paying me up until XXXX. I told her thats not what I asked for, I wanted my money back, and she said she would forward it over to a supervisor for a call back. I never got one, so I called again. Yet another rep told me my check was in the mail. I thought this whole nightmare was over, and then I got an email saying my running bank statement was not enough proof that the XXXX had cleared my account, only that it had been attempted. So I went to my bank again, and I resent my bank statement, the transaction details, a letter from my bank stating that the payment had cleared the account and affected my balance with a phone number and an invite to call them with questions, as well as a screenshot of transactions showing the payment successfully being debited from my account and a positive balance after. And still I have no refund. Ive asked them never to autodraft my account again, because they claim there was no autodraft yet they went in and took a random amount out of my checking account somehow. Im in fear for what they will take out next month ans whether I will see any of my hard earned money again. I have had to spend at least four hours during work time, postpone important vehicle repairs, and undergo serious stress due to this. Whatever evidence I show this company that I made this substantial payment, they deny it and ask for more evidence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 522XX
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Lender Loan CarXXXX, did the annual review of my escrow/impound account and found there was an overage of {$110.00}, the statement showing this is dated XX/XX/XXXX. Then I receive a Statement dated XX/XX/XXXX which states now their is a shortage and Increased my payment {$3.00}. On XX/XX/XXXX after I had received the overage check I called Loan Care and said I would rather leave the money in the escrow account so as to not increase my monthly payment and gave them the money back, confirmation # XXXX. Then I receive the monthly statement dated XX/XX/2018 which says my payment has increased by the {$3.00}, I called Loan Care to inquire about the payment not increasing because I gave them the {$110.00} back and was advised that would do nothing to reduce the payment. This whole process does not make since, I would rather the lender keep any overage or give me the opportunity to pay any shortage rather than increasing my payment. This seems like extra work on everyone 's part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A