Date Received: 2018-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a letter from XXXX XXXX in early XXXX of this year stating we were due an escrow refund from 2016 of almost {$850.00}, and that if we didn't do anything the money would go back to the state. We filed paperwork asking for the money to be issued to us as a check, and emailed it to XXXX who replied she had received it on XX/XX/XXXX and it would take 7-10 days to process after which it would be mailed to us. 2 months later and we still haven't received the check despite two further emails to XXXX, one to customer support and a phone call - all of which went unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2018-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am formally submitting a letter of complaint over the sudden increase in monthly mortgage payments and requesting a refund from LoanCare , LLC. I am also requesting that my escrow account be closed. New FHA rules no longer require that lenders of FHA loans must maintain an escrow account. The homeowner is permitted to maintain his escrow account at his own bank. For the first year, my mortgage payments were {$1200.00}. The second year, they were {$1200.00}. In XX/XX/XXXX, they shot up to {$1700.00}. That is an increase of {$520.00} per month. I have spoken with five customer service representatives at LoanCare, none who have been able to explain the rate increase. My property taxes in XX/XX/XXXX were {$3200.00}. In XX/XX/XXXX, they were {$5200.00}. Thats an increase of {$2000.00}. My hazard insurance has remained largely the same, as has my monthly mortgage interest. Dividing {$2000.00} over 12 months, my monthly mortgage should only increase by {$170.00}. Yet LoanCare has increased my monthly mortgage by {$520.00}! Heres a breakdown of what I should be paying monthly : Principal & Interest : {$790.00} PMI : {$110.00} Hazard insurance : {$100.00} City taxes : {$430.00} TOTAL : {$1400.00} Federal law gives lenders the ability to have a cushion of only two months maximum of escrow payments. In this case, my monthly escrow payment is {$660.00}. Double that and its {$1300.00} maximum per year that LoanCare can request for a cushion. {$1300.00} divided over 12 months is {$110.00} for the cushion per month. So adding the extra cushion payment would make my monthly mortgage rate {$1500.00}. By charging me {$1700.00}, LoanCare is violating federal law and overcharging me. I have already submitted a formal complaint to the XXXX XXXX XXXX, and noted that LoanCare is not accredited by the XXXX and has an F rating based on multiple complaints and unresolved disputes. I want a refund of my escrow, and request that LoanCare close out my escrow account. Moving forward I will only pay the principal and interest on my loan and will maintain an escrow account at my bank. If LoanCare refuses this request, I will refinance my mortgage with another lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48071
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I currently have a mortgage with Loancare. In the past I have had many issues with their online system and payments being taken out in a timely fashion. I would submit a payment and it would take their system sometimes more that 5 days to take the money out of my bank account. On one occasion I was charged an overdraft fee because they said I did not have enough money in my account to pay the loan. I had more than enough money to pay it so this was an error on their part of their system. Recently I applied for a new loan through XXXX XXXX. I wasn't able to get one because I had too many late payments from Loancare on my record. I was also told by the loan officer at XXXX XXXX that she sees this all the time with Loancare.People apply for a new mortgage and are denied because they have reported late payments on their credit report. I believe this is happening because of their faulty system. I went ahead and contacted the company to try and have Loncare fix this. They refused and said what is reflected on my credit report is correct. I believe that because of their faulty system it is their fault that I have these incorrect reports on my credit report. I would like them to update my late payments. I believe they are incorrectly reporting payments dates to the credit bureau. I have a mortgage through XXXX XXXX for over 7 years and have never made 1 late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been with LoanCare for the past 10 months and on XX/XX/XXXX i refinanced my mortgage with another lender. LoanCare sent my escrow in to cover my taxes 10 days prior to close knowing I was in a refinance. The tax office sent a {$2300.00} refund back to LoanCares 3rd party tax office XXXX which in return sent the refund back to LoanCare once it was processed. LoanCare received the refund at their office on XX/XX/XXXX. I have called numerous times and spoke with 3 different supervisors who have stated that they have escalated the refund information to their tax office to issue a check to me. I have called everyday and get different information as to the status of my refund. XXXX received the refund from the county tax office back in XXXX after I closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66605
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The XXXX blocked me from going into my account and making the XX/XX/XXXX payment and I was told by XXXX around XXXX XXXX XXXX that the Loss Mitigations department locked me out of my account. I couldn't login. I called again and spoke to XXXX around XXXX and she indicated that the department of Loss Mitigations lifted ban, she stated that I can now go on my account and make my payment. I went back online and still could not pull up my account. She allow me to make a one time free phone payment which would have cost me {$12.00} plus my late fee of {$10.00}. I have a witness to the whole conversation. I have been making payments on time never 30 days late. The last payment I made was on XX/XX/XXXX in the amount of {$1300.00}. I needed help back in XX/XX/XXXX because of medical leave XXXX and I applied for loss Mitigations. The underwriter proposed some type of trial payment plan for three months {$1400.00} and I refused and email them stating I wasn't interested. I have never been blocked before up until today. I still login my account. I have to deal with unpleasant people every time I call. The attitude I get from them is that they are doing me favors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2018 i sent over a complete modification packet. loan care refuses to review my documents and help me with an obtaining an affordable payment. i have left numerous voicemails to management and the single point of contact which never call back. Agents and representatives that do get on the phone are not helpful always rude and not once want to answer any questions they always transfer without giving the opportunity to explain and then never get called back. the more they refuse to work with me and more against me the more i fall into default and i am not wanting to lose my home. i need all the help i can get moving forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-10
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: On or about XX/XX/XXXX I applied and received an equity line of credit from XXXX XXXX XXXXfor {$83000.00}. In XX/XX/XXXX I lost my job. I made payments on this account until XX/XX/XXXX. I was not able to find full time employment until XX/XX/XXXX. In the interim my account fell into arrears and was forwarded to collections. In XX/XX/XXXX ( once I became employed again ) I applied and received a mortgage modification with XXXX XXXX. I then contacted XXXX XXXX XXXX. XXXX XXXX had gone bankrupt in XX/XX/XXXX/XX/XX/XXXX. I was told to contact XXXX XXXX, a collection agency, ( XXXX ) XXXX and spoke with a XXXX XXXX XXXX. I agreed to pay {$350.00} per month. In XX/XX/XXXX my account was forwarded to XXXX XXXX XXXX, all the while I am paying the agreed upon amount of {$350.00}, the account was current. My account was with XXXX XXXX XXXX until XX/XX/XXXX when my account was forwarded to LoanCare. My XX/XX/XXXX Payment was returned stating the payment was insufficient. In XX/XX/XXXX I contacted XXXX XXXX XXXX and was informed by rep. XXXX XXXX that my account was {$20000.00} in arrears. Upon receipt of my XX/XX/XXXX payment rejection I attempted several times to contact LoanCare via telephone ( XXXX ) XXXX and ( XXXX ) XXXX.This occurred during the week of XX/XX/XXXX. If someone did answer the phone I was either transferred to a number that rang that no one answered or the call was disconnected. Later that week I was contacted by XXXX XXXX ( XXXX XXXX XXXX ) and was told the minimum payment that would be accepted would be {$700.00} per month and despite making an agreement with the initial collection agency- XXXX XXXX and never missing a payment my account was even more in arrears than in XX/XX/XXXX. This communication is sent to complain about this situation and to question what happened to my original agreement with XXXX XXXX XXXX? I have been paying this account for the past 4 years and yet the debt is deepening. I am demanding an answer from Loan Care and I need this answer in writing not a series of disconnected phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10466
Submitted Via: Web
Date Sent: 2018-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have submitted a complaint against LoanCareLLC with CFPB Complaint Number XXXX. Thus, I DO NOT SEE THIS COMPLAINT UNDER MY CFPB ACCOUNT. I DISAGREE WITH CFPB sending me a letter on XX/XX/XXXX stating I am a victim of Fraud according to LoanCareLLC. IT IS A FRAUD CFPB TO ASISNED A Complaint Number XXXX, AND NOT POST THIS FOR RESPONSE ON CFPB MY E-ACCOUNT. It is a Fraud the LoanCareLLC to ingnore the fees they are charging when consumer is paying her mortgage on time. NOW I WILL REPUBLISH THIS COMPLAINT TO THE ATTENTION OF PUBLIC AS A RESPOND TO THE CFPB LETTER AND RESPONSE TO THE LOANCARELLC REFUSAL TO ANSWER HONESTLY ABOUT THE MORTGAGE FEES. In the Article " Consumer protection bureau warns about pay-by-phone fees '' By XXXX XXXX XXXX | Published : XX/XX/XXXX, at XXXX XXXX XXXX, CFPB is asking the following question, '' Are you paying unnecessary fees just for the convenience of paying your bill by phone '' Well : LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX XXXX, XXXX, PA, XXXX, NMLS # XXXX, IS CHARGING THE FOLLOWING Special Servicing FEES a customer 'MAY REQUEST ' : 1.PAY-BY-PHONE ( OVER THE PHONE CHECK??? [ e.g. never heart about such check!! ] ) {$15.00} 2. AUTOMATED PHONE SYSTEM PAYMENT UP TO {$12.00} 3. ONLINE PAYMENT FEE UP TO {$10.00} In other words LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX, XXXX, PA, XXXX are financial services company which regulates restriction to the consumers due to fees, as pushing them to pay-by-phone fees, automated fees and most importantly - ONLINE FEES WHICH FOR MOST COMPANIES ARE FREE OF CHARGE IF A MORTAGEE WOULD PAY HIS/HER MORTGAGE. Are THE FEES charged lawfully? I'd say " NO '' since these FEES are not expedited fees, but a regular push-pay fees for a regular mortgage payment BY LoanCare , LLC, which is a Debt Collector Company, not a mortgage company. LoanCare , LLC on Behalf of XXXX XXXX XXXX leave only one fee-less option for mortgages to pay their mortgages which is " using a bank bill payment system ''. On the other hand, LoanCare , LLC on Behalf of XXXX XXXX does not disclose the particular state and federal laws to their customers on mortgage or other statements to make sure mortgagees are aware of the legality, or illegality of charged Online or Pay-by-phone check FEES when paying their monthly mortgages. LoanCare , LLC NMLS # XXXX makes a statement that the actual fee charges to a particular customer may be different ( or there may be no fee ) if guidance are imposed by State agencies ( VA, FHA, etc. ) or investors., and the fee schedule is subject change, and URGES CONSUMERS TO REVEIW EACH STATEMENT FOR ANY CHANGES. I disagree to be a consumer or subject of constantly changing fees to make payments for my FHA mortgage online or by phone. LoanCare , LLC on Behalf of XXXX XXXX earn sufficient profits from the mortgage interests so LoanCare , LLC on Behalf of XXXX XXXX to charge additional fees. IT MUST BE STOPPED AND MADE ACCOUNTABLE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14626
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Notified Loancare mortgage company of home insurance rate premium decrease and requested Escrow re-analysis on XX/XX/XXXX. Was told that would be processed and I would be notified. I did not receive communication, therefore, I called and was told on XX/XX/XXXX that the re-analysis resulted in a monthly payment reduction ( they told me the amount change - which was expected by my calculation ). At that time, was told that my auto draft from my bank account on XX/XX/XXXX might not reflect the reduction due to timing, but that the correct payment would be deducted by the next payment. However, on XX/XX/XXXX the previous amount was deducted. I called after XX/XX/XXXX deduction and was told that an escrow re-analysis was performed but someone did not check a " button '' to change the auto draft. The customer service rep stated that they fixed the issue. Then came XX/XX/XXXX, the previous payment amount was once again auto withdrawn from by bank account. I called and spoke to a customer service representative on XX/XX/XXXX who stated that an escrow re-analysis had not been performed ( mind you, I had already received information that it was & the new payment requirement in XX/XX/XXXX ). I asked to speak to a supervisor. The supervisor told me that the insurance premium might not have been communicated to them. However, it already had been in XX/XX/XXXX and the company told me what the new amount would be. The supervisor said she needed to get in touch with the XXXX XXXX office and would get back with me within 48 hours. It has been 4 days. I have called, today XX/XX/XXXX and had to leave a voicemail with the supervisor. I just need my monthly payment to reflect the decrease in my insurance premium, however, this company is clearly unable to process this appropriately and I am paying extra money each month due to their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2018-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second complaint against LoanCare. You provided me with a letter stating that you had contacted LoanCare regarding my first complaint. The information they gave you is inaccurate. This I can address at a different time. They stated to you that they would reimburse penalties for late taxes because the late taxes were due to their error. They requested that I submit proof that I paid the taxes and the penalties. I did so, by email on XX/XX/2018. I sent follow up emails on XX/XX/2018 and XX/XX/2018. I still haven't received my reimbursement, nor any contact from LoanCare. The amount that is due is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94598
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A