Date Received: 2022-08-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is the letter that I sent to XXXX bank & Loancare : I am writing this statement to you explaining what happened with Loancare starting in XXXX ended XXXX of XXXX. I XXXX XXXX XXXX have NEVER been late with a mortgage payment. I am/have been disputing this. I have been requesting a hearing for two years with Loancare and as of now no reply. NOTHING. I have sent letters and Emails to no avail. I was disputing not only an escrow increase issue, but an issue since XXXX that Loancare should not have control of my taxes & insurance. I was in touch with them back then, they said they were working with me because I was trying to re-mortgage. I made it clear to them that my Mortage payment would not include the increase for the escrow. Once my mother-in-law took sick, I asked for some more time. After that our conversations got heated. Four times Loancare reps called me on private lines. They laughed at me, accused me of making up stories hung up on me. I did not find out they ruined my credit until XXXX of XXXX. Since then, I have called several times to get my credit fixed. XXXX XXXX reps call back, not one call back from Loancare themselves. In my research I have found out that Loancare had a management shuffle. I call it a house cleaning. I have asked, demanded to talk to those two employees in a XXXX meeting, nothing. In almost XXXX XXXX years Loancare has refused to call me back. NOT ONE return call after I talked to the reps that answers the phones. Why? They can not dispute my claim because the employees are AWOL. Permantally! I lose! In almost 50 years of Mortgages & loans, I have never been so upset, insulted, and laughed at like I did with two of their employees. Loancare should be embarrassed. This all stems from my complaints after closing on a loan XXXX. That is exactly what I have accused them of ever since. Each and every time I have called. I have stated this was a Fraud loan. That was Then. Now at 4 %, they are stuck with me. By the way XXXX management, XXXX Mortgage closed. The mortgager & his manager both filed XXXX XXXX XXXX shortly thereafter. They close one mortgage, in ten months, mine, then closed the doors lying & misleading me all the way through it!! I have accused them of this several times, I threw in the towel fighting corporate America in XXXX of XXXX. End result, two employees because of personality conflicts with me INTENTIONALLY ruined my credit. Since Loancare has new management, I have no proof, I have paid dearly. You serviced two personal loans to help me pay-off moneys that mostly should have been paid off in XXXX. I am never late with payments. Double when you deduct them like you will one LAST time with this loan, please. That folks, was the short version. Any questions from anyone, please call to ask me anything you like, unlike Loancare I have NOTHING to hide. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: URGENT! Improper and Deceitful Loss Mitigation and Pending Foreclosure!! Hearing XX/XX/XXXX! To Whom It May Concern at Consumer Financial Protection Bureau, I need your help. Loan CareXXXX XXXX is trying to foreclose on me without going through the proper Loss Mitigation process. They took my Loss Mitigation application on XX/XX/XXXX. On XX/XX/XXXX, they told me they needed additional documentation, which I then provided. On XX/XX/XXXX the bank told me I had turned in a complete application, they would review it and get back to me. I NEVER HEARD ANYTHING BACK. When I called to check the status on the application ( XX/XX/XXXX ), they said they put it back into Foreclosure and sent it to their attorneys! There is now a Foreclose Hearing on XX/XX/XXXX!! They finally sent me the Denial letter ( attached ) on XX/XX/XXXX. Yes, just 5 days before they had a hearing and too late to do anything about it! They have denied by appeal rights, as appeals had to be in by XX/XX/XXXX ( according to the letter I got on XX/XX/XXXX ). And, when I read the letter ( attached ), it is just a denial of a loan modification for lack of income, not all the loss mitigation options!! Where are the rest of my loss mitigation options? To begin with, I sent them in a letter asking them to use my current XXXX and XXXX income for the loss mitigation from my bank statements they already had. I would qualify for Loan Modification with that income. They did not do this. They told me to submit another Loss Mitigation application, even though there was already a Foreclosure hearing date. I did that on XX/XX/XXXX. Secondly, and much, much more importantly, what about all my other loss mitigation options?! What about handing the property back? A Deed in Lieu? Can I do that? Can I just give the property back? What would be the requirements for that? That was not mentioned. What about paying the amount off in full? Can I do that? How much is it currently to pay in full? Can I pay it off?! There was no reference to that or any or the other loss mitigation options! What about a Short Sale? Can I do that? What would be the requirements for a Short Sale? Why are they not giving me my loss mitigation options and just putting me in Foreclosure? They said nothing about paying the property off, returning the property, or short selling the property. According to U.S. Department of Housing, there are actually 9 Loss Mitigation options ( see attached ) : 1 ) Repayment Plan 2 ) Forbearance 3 ) Loan Modification 4 ) Short Refinance 5 ) Short Sale 6 ) Deed-in-Lieu 7 ) Reinstatement 8 ) Consent to Judgement and 9 ) Settlement. I was only given ONE of these 9 options, and that wasnt even done properly. Where are my other 8 options? This bank is intent on Foreclosing on me no matter what! When I called the bank on XX/XX/XXXX and found out about this Denial Notice ( which I still had not seen ), the agent ( XXXX XXXX told me that it wouldnt matter what I made per month or year, it wouldnt matter if my XXXX income was included or not, they would never do a loan modification for me! He said it wouldnt matter if I made {$10000.00} per month, or double that, they would not do a Loan Modification for me, even though the denial was for lack of income! Because they are insistent on foreclosing on me, no matter how many rules, regulations, and laws they break! This bank ( XXXX ) has gone through the motions of Loss Mitigation with me for years, but never actually allows it. They have forced me into Bankruptcy ( XXXX ) twice. And then they dont follow the bankruptcy rules and they continue to charge me late fees and penalties. They never finish any loss mitigation, they tell me to turn in full and complete application packages, which I have done over and over, then they either tell me the underlying investor ( not them- they say its XXXX XXXX ) refuses to lower the crazy interest rate or do the loan mod. They are the ones that made me stop making payments to begin with! They required me to stop making payments for 3-4 months in order to even start the loan mod/loss mitigation process! Or they tell me they will accept a Short Sale if it is at least 80 % of the value of the property. I turned in Short Sale after Short Sale ( 3 altogether over 2 years time ) with the bank just stringing all of us along for 6-7 months each time, and then denying the short sale each time, even though it met the requirements. Or the other thing they do, is to just plain stop responding to me or contacting me. And deny my Loss Mitigation because I didnt respond in time to something I never received. They wont ( or dont ) contact me ( They actually said in XX/XX/XXXX when I called them, after 17 years of this loan and the same phone number, they say they didnt have my contact information ), and on several occasions including as recently as XX/XX/XXXX, gave me an incorrect email address to send my Loss Mitigation Application to ( XXXX ). This bank strings me along, as well as all the real estate agents and buyers involved in the Short Sale ; the bank makes me do all kinds of work, but in the end they always say 1 ) We arent lowering your interest rate from 7.75 % no matter what because the underlying investor ( XXXX XXXX ) refuses to do so, or, even worse 2 ) We make more money foreclosing on you, so thats what we are going to do NO MATTER WHAT. They are not following HUD rules or regulations. They are being very deceptive, and I need your help to fairly process Loss Mitigation and keep them from foreclosing on me. MY LOAN MODIFICATION ATTEMPTS They have never reduced their 7.75 % interest rate over the 17 years I have had this loan, despite my repeated requests and hardships ( XXXX, floods, covid loss of income, or bottom of the market in XXXX, even last year in XXXX when rates dropped to 2 %. This lender said they will NEVER drop the interest rate of 7.75 % they have me at. However, they had me fill out Loan Modification applications and I filled full packages out for them out 4 times because they pretended like they would do a loan modification. They, in fact, originally required me stop making mortgage payments for at least 3 months before I could even apply to prove hardship! Then I applied, and they told me they would not drop my interest rate, time after time. They then gave me a HIGHER monthly payment!! They supposedly gave me loan modifications over the last 5 years, with HIGHER payments! If I couldnt make the original payment because of financial hardship, how would I be able to make a higher payment?! Wasnt that the point of the loan modification : to lower the payment, so I could afford it either by dropping interest rate, or lengthening amount of time to make payments, or forgiving some of loan. They did none of that! How is that a Loan Modification? Their excuse was that the underlying investor ( XXXX XXXX is what they said ) refused to lower the interest rate. I couldnt accept the loan mod, because it wasnt a loan mod at all! They did that 3 times, and I finally started to realize they were not going to work out a true loan modification with me at all, no matter what I did, or how many times I filled out and sent in all the documents they wanted. I tried once more, and this time they said I no longer qualified because I refused the first three loan mods they did that increased my payments. MY SHORT SALE ATTEMPTS Then I started trying to at least do a Short Sale, though this wasnt my first choice. It was obvious they just plain would not allow a reduction of my monthly payment amount, or the interest rate, no matter what. It took a little while to find a real estate agent that was willing to do short sales, and we went through the process. I had a cash buyer for 80 % of the value of the property, which is what they said they would accept ( it was the minimum they allowed ). They dragged this short sale on for 6 months and kept asking for more and more documents, every week, and every month, which were always provided to them. Then they would say its been longer than 30 days, we need a new date and signature for all your documents. After all that, 6 months later the bank said No to the short sale. They didnt say why, but I assumed they wanted more than 80 % of the value, though their own rules say they accept that. But they refused it. A couple months later, we found another CASH BUYER for 90 % of the value of the property. Again, we went through an agonizing 6-7 months with the bank wanting more and more documents every month. Same exact story! They dragged it on and on, and then refused it for no reason! Even though it met all their criteria! Why?? They WANTED to foreclose on me! Unbelievably, we found another CASH buyer after that for 100 % of the value of the property! The value that the bank determined! There was no way they could refuse this Short Sale. But it was the SAME STORY 6 7 months of dragging this out with us, asking for more and more documents from the buyer, the real estate agent, and me, and the end of all this they refused the Short Sale 7 months later - because they could make more money if they foreclosed on me. That is the letter they sent me. Their exact words were FORECLOSURE RESULTS IN HIGHER RETURN THAN PROPOSED SHORT SALE. This bank has some shady practices, and Im not even sure if they are legal. Its certainly not ethical. This took a couple years, and poor buyer ( s ), poor real estate agent, and me who spent all that time and energy for nothing, all because the bank was determined to foreclose on me NO MATTER WHAT. DEED-IN-LIEU ATTEMPT At that point, I gave up and was exhausted. I offered to just hand the house over to the bank, even though it was supposed to be my retirement home. However, they would not accept that!!!!! They said they would not waive the deficiency that they had now accumulated, and that I would need to hand the house over PLUS {$150000.00}!!!!! They said they would sue me for the {$150000.00} if I didnt pay it! And thats after I handed the house over! XXXX ATTEMPTS I was obviously in no position to be able to do that, so I had to file XXXX XXXX. I tried filing BK twice, but they would not go along with the waiver of deficiency in the BK plan. The bank continued to violate BK rules ( see attached ) not only by continuing to charge late fees and interest, but by continuing to set Foreclosure dates. They refused to go along with any XXXX plan. PAYMENT ATTEMPT I sent in two monthly payments while I was in XXXX for {$1600.00} each one on XX/XX/XXXX ( see attached ) and XXXX XX/XX/XXXX ( see attached ), as was their current monthly payment amount. The bank cashed the first check on XX/XX/XXXX, and 2 days later had Foreclosure hearing on me! After they cashed the check! The second check in XX/XX/XXXX, the bank sent back. Their reason? We are unable to accept these funds because your loan has been accelerated and the payment was not sufficient to reinstate your loan ( see attached ). And again, set a Foreclosure hearing for XX/XX/XXXX. I was in Bankruptcy! Do they not understand Bankruptcy laws, or were they purposely violating them?! In short, this bank has flat out REFUSED my loss mitigation rights year after year. They refuse to do anything but foreclose on me, and thats what theyre doing again. I have a hard time getting a hold of them to check my status, but on XX/XX/XXXX I received a Notice of Foreclosure Hearing. When I finally got a hold of them, they told me they havent contacted me because XXXX ) they didnt have my phone number. WHAT?! Ive had the same phone number the whole 17 years of this loan. And 2 ) they said a Cease and Desist was on put on my account a year or two ago. Once again, WHAT?! By them? I certainly didnt do that. But that was their excuses for not contacting me and going straight into Foreclosure. They actually said they purposefully have NOT been contacting me. I need CFPBs and HUDs help in getting this bank to abide by the housing rules, laws, and regulations. I have done everything they asked me to do AND MORE, but it does no good, as they are insistent on Foreclosing on me NO MATTER WHAT and no matter how many Housing rules, laws and regulations they break. They have now set a Foreclosure Hearing for Wednesday, XX/XX/XXXX at XXXX without sending the options from my Loss Mitigation package I turned in on XX/XX/XXXX. On XX/XX/XXXX they told me they had a complete application. I never heard from them again. When I called on XX/XX/XXXX, they said they put me back in Foreclosure and sent it to an attorney. I cant get anywhere with this bank, they are insistent on foreclosing on me, and not allowing my loss mitigation rights. Ive spent YEARS trying to work out something with this bank, spending lots of money doing so. This bank has told me : 1 ) They will NEVER lower the 7.75 % interest rate on this loan, no matter what my hardships are, 2 ) They will NEVER give me a loan modification, no matter how much money I start making to support one, 3 ) They wont do a Short Sale, because they make more money foreclosing on me. This bank is probably violating every housing rule and regulation there is. Please hold them accountable and start by making them take this property out of Foreclosure, cancel the hearing on XX/XX/XXXX, and force them to complete a legitimate Loss Mitigation. They need to be under the supervision of HUD and CFPB, as they have never completed an honest or fair Loss Mitigation for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is the actual letter that I am sending them, I am upset that they continue to tell me that the Mortgage is behind when the mortgage assistance program was utilized so there would not be any mortgage payment in default. I have no A/C in this home and have to have a letter stating that the mortgage is current so that the a/c company can finance the a/c unit. XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Re : Loan XXXX I spoke with XXXX ID XXXX at Loan Care, on XX/XX/2022 in reference to the loan modification/mortgage assistance, I have a ac unit that has stopped working and in order to have it finaced, the finance company has to have a letter stating that the mortgage is current and up to date. I spoke with XXXX and he told me that I owed {$690.00} and the account would be current. In XXXX, I signed a new revision for mortgage assistance, notarized and sent back to Loan Care, which brought the note to {$780.00}, I had to file a complaint on Loan Care back then so the new amount due for the loan would reflect on the website instead of XXXX, since XX/XX/2022, I have paid the mortgage amount of {$840.00}, XX/XX/2022, {$840.00}, XX/XX/2022, {$840.00}. It should have read {$780.00} starting on XX/XX/2022. I asked XXXX at Loan Care, how can the loan be not current when I signed for mortgage assistance and how can the mortgage be behind, when there was mortgage assistance that paid Loan Care, XXXX could not come up with any answers, basically wanted to argue over this {$690.00} that shows that I still owe, after mortgage assistance paid the loan so it would be current. On the website, it reads XX/XX/2022 Next Payment Due {$780.00} Total Scheduled Payment {$100000.00} Current Principal Balance {$30000.00} Year-to-Date Total Payments XX/XX/2022 Last Payment Date {$0.00} Outstanding Late Fee Balance, Please explain how the mortgage shows paid {$30000.00}, balance is {$100000.00}. But I am still not current and up to date in payments. There is no Outstanding Late Balance Fee??? Reads XXXX on the Dashboard. Did the FHA mortgage assistance pay the Loan Care mortgage the amount of {$30000.00}, leaving the balance of loan at {$100000.00}? Why is payment due on XX/XX/2022, when it is already paid????? I want answers to these questions???? Send a letter to XXXX XXXX XXXX XXXX, XXXX, TX XXXX. While I sit here with no A/C and you have the money from the Mortgage Assistance program for the {$30000.00}, I would like some answers!!!!!!! Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77803
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Report Act Loancare Acct # XXXX They have violated my rights. 15 USC 1681 Section 602 states " I HAVE THE RIGHT TO PRIVACY '' 15 USC 1681 Section 604A section 2 : It also states " A consumer Reporting Agency can not furnish an Account " Without my written instructions '' 15 USC 1666B : A creditor may NOT treat a payment on a Credit Card Account under an open end consumer credit plan as late for any purpose Done
Company Response:
State: CA
Zip: 91352
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The purpose of this letter is to reach out for help as a last resort. The mortgage company, LoanCare , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX has been proven to be one of the worst experiences I have had to deal with since the passing of my father on XX/XX/2022. On XX/XX/2022, just XXXX days after my fathers funeral, I had an unexpected XXXX XXXX that had been put on pause much like the world due to COVID 19. I have been trying to work with LoanCare since the passing of my father to have his estate settled. It took 5 weeks of me sending and resending the necessary documents they requested in order for me to be cleared to even speak on behalf of my father and his account. After weeks of waiting and finally getting all the necessary documents cleared, I have attempted to call them to speak about the estate. Each attempt to try to connect with anyone that could provide me with clear and concise information on how to move forward was to be placed on a minimum of a XXXX minute hold, only to be transferred to a different representative - each less helpful than the last. My efforts to escalate the situation to a manager or supervisor resulted in no response or a call back from said supervisors. Their attempt to contact me was to put me on an automatic call back with a voice recognition, which only asked for me to connect with them again. Detailed below, is a timeline of my attempts to have this issue resolved. Additionally, attached to this email, I have corresponding emails and modification papers. XX/XX/2022 - I called to see what was needed to allow me to speak on the account. I was told to send an email to XXXX with the death certificate and to await contact. There was a response to my email stating that it had been forwarded to the specialist team. In the same thread, a Loancare member stated the information was sent over to the mitigation department, not the specialist team. XX/XX/2022 - I called to follow up and waited on hold for over 30 minutes. I was told the information was still not verified and to wait 2-3 days and they would return my call to detail the next steps I should take. XX/XX/2022 - I received an email stating they were trying to determine my status as a successor interested in the property and my intentions with the property without clearing me to speak on the account. In this email exchange, they stated they thought this would be the best way to get in touch with you. I replied to the email that I would need to speak on the phone with someone and provided them with a phone number where they could reach out to me at any time. I never received a call, and instead they provided me with the same number I had been calling that had previously gotten me no response or resolution. XX/XX/2022 - I called once again to check on the verification status and another representative placed me on hold to speak with their supervisor for further information. I was directed to reply to the email on XX/XX/2022 with the death certificate. I was reassured I would get a phone call no later than XX/XX/2022. XX/XX/2022 - A reply was sent to the email on XX/XX/2022 ( above ) asking about the property information so they could locate the loan. I replied to that with my name and the property address. XX/XX/2022 - I received the first call back from a representative requesting to speak with my father. After clarifying that he had passed and all the information they requested, I was granted authorization to speak on the account. I inquired on what the options were regarding settling this estate. As this house was built by my family and had been in our family for generations, I stated that I would like to know what options I had in order to retain it in my name. Unfortunately, my father had no life insurance or savings to his name, and due to my XXXX XXXX, I had been out of work for months. I requested to place a temporary hold on the payments until we could settle the rest of his estate. I was placed on hold again so the representative could speak with a supervisor. After the representative spoke with said supervisor, I was told I could do a loan modification and could take over the loan. I requested the paperwork be sent over but since the person I was speaking with was not authorized to originate that paperwork, a supervisor would send it over within the hour. I did receive the paperwork, however all of it was under my fathers name and backdated to XX/XX/2022. XX/XX/2022 - I attempted to call to ask about the paperwork with the incorrect information, however I was never able to connect. I proceeded to reply to the email the supervisor sent over with the loan modification asking about the date and how to proceed. I never received a response. XX/XX/2022 - Since the emails I had been sending over were never responded to, I called the number they had provided me with on XX/XX/2022. I was transferred over to speak with XXXX XXXX ( she refused to provide me with her first name ). XXXX XXXX proceeded to berate me and use accusatory language to insinuate I was attempting to swindle my way into ownership on this loan/property, and cut me off whenever I tried to explain the situation. She informed me that someone called in XX/XX/2022 and placed the account on XXXX forbearance. Also stating when I ordered the loan modification that forbearance was removed from the account. I replied to her with the following statements : It took me 5 weeks and court documents, which are solely in my name, to speak on this account. The paperwork I received on XX/XX/2022 made no sense then, if the account was already in a forbearance program. XXXX XXXX kept repeating she would have to do some investigating and would call me back personally within XXXX to XXXX hours. XX/XX/2022 - With no call back or contact from XXXX XXXX, I called the main LoanCare number again. When I spoke with the representative that took my call this time, she informed me there was no record of my call/concerns from my phone call on XXXXfrom anyone. I was yet again placed on hold before my call was disconnected and never received a call back. XX/XX/2022 - I called once again to get any information about the loan and this time, I was told by the representative the house is now in the foreclosure process. I voiced my concerns and provided her with all the information I detailed on this timeline. After a long pause and no response from her, she disconnected the call and I never received a call back from her or anyone. As the executor of my fathers will, I have made every possible attempt to bring this account current and to make arrangements to be able to move forward. I have not once received any information on how to proceed despite providing them with many ways to connect with me. Losing a family member, especially a parent, is hard enough without people making it harder. LoanCare never allows you to speak to the same person when trying to resolve the challenges I am facing. The supervisors are rude, unhelpful, and uninformed on how to proceed with this legal matter. In addition to this egregious behavior, the complete lack of communication and willingness to help resolve this conflict shows that they are incompetent at best. I am awaiting your response on how to resolve this matter effectively.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to financial hardship during the covid pandemic, we were on a 9-month forbearance plan that ended in XXXX of this year. Our financial hardship had ended at that time, and we were prepared to resume payments. However, our mortgage provider, XXXX LoanCare, neglected to provide adequate details on how to resume payments as well as REFUSED to accept any partial payments until the forbearance was brought current. We have been subsequently working back and forth with LoanCare for 5 MONTHS to submit all necessary documents for a loan modification. Every time we talk with them they require new additional information not previously mentioned. Once the new information is submitted, they take anywhere from 2-4 weeks to respond, and typically require MORE information. To date, we have provided them with bank statements for XX/XX/2022 through XX/XX/2022, two years worth of IRS tax returns, budget statements, hardship letters, explanation letters when they knit-pick over whose name a bank statement is sent to, explanation letters over who lives in the house and what their legal names are, social security numbers XXXX pay stubs for all earners in the house from XX/XX/2022 through XX/XX/2022, loss mitigation application ( 3 in fact ) and anything else they have asked for over the course of the last 5 months. We have ALWAYS responded in a timely manner. However, we feel certain that LoanCare is not working in the interest to keep us in our home, as they have repeatedly neglected to give us complete information in any timely manner, they have openly admitted that their reviewers did not properly read through our application or documents correctly, and as of 2 weeks ago, had not yet submitted ANY of our paperwork to underwriting. In the meantime, they have submitted our loan for foreclosure, referred us to a real estate lawyer for foreclosure proceedings, and notified us that our home will be SOLD OUT FROM UNDER US at no fault of our own on XX/XX/2022. WE HAVE DONE EVERYTHING ASKED OF US EXCEPT PAY THE {$100000.00} BALANCE OF THE MORTGAGE IN FULL. Of course, if we have that to pay, not only would we have never been in a covid forbearance plan to begin with, but I WOULDN'T HAVE EVEN NEEDED THE MORTGAGE COMPANY TO BEGIN WITH. As of today, Saturday, XX/XX/2022, all information requested by LoanCare has been submitted nearly 2 weeks ago, and we have not received ANY updates on underwriting submittal or approval, no updates on foreclosure sale dates, or requests for any additional information on our part. Despite asking for call backs to confirm receipt of all documentation, I have received no phone calls, and if they did attempt a call at all, it was during our working hours when I can not answer and no voicemail was left for return calls. We have tried REPEATEDLY today, during their posted business hours to contact them with NO success. We feel that they are simply running down the clock in order to proceed with the foreclosure and unethically steal our home from us. WE HAVE DONE EVERYTHING REQUESTED OF US and now, my family will be XXXX after 8 years in this house simply because they can neither communicate or submit information in a timely manner. To make matters worse, this has already severely, negatively impacted our credit scores, and if the foreclosure proceeds, will prevent our family from being able to purchase a home or obtain financing on just about ANYTHING for at least the next 7 years. PLEASE HELP US STOP THIS FORECLOSURE IMMEDIATELY! WE ARE AT THE DESERATE POINT! I vehemently REFUSE to ever do business with XXXX LoanCare ever again, and I absolutely WOULD NOT recommend them to any homebuyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX i called to My loan care requesting all payments information and forbearance information Result no received XXXX XXXX I received payments information and forbearance amount due. XX/XX/XXXX I called to loan company spoke with 4 different agents 2 customer services 2 loss mitigation forbearance. which nobody could explained the payment table that they send agents name XXXX, XXXX, XXXX XXXX. 1 one agent only mentioned that amount due that was stop during Forbearance plan will be applied to the end of the mortgage. which I asked why if is at the end of the loan they are including again those payments to the mortgage making this to pay double the amount of the amount due in forbearance plan, this agent XXXX put me on hold and hung up to me XXXX XXXX I called again to forbearance mitigation dept. I spoke with XXXX XXXX trying to make her to explain me why they add the suspend payment forbearance to the mortgage amount making this to increase the mortgage amount again, if at the moment before of such forbearance mortgage debt was lower of what is now. i mentioned her that why that is happening and her answers was completely out non sense saying that I own again the price of the property and until i don't pay the total price again of the property i can't pay the amount due of the forbearance, which i told her that is double Dipping, fraud charging me twice the amount of the pause mortgage payment. and she reply with a deferment plan that I accepted, which i replied that did not accept anything after forbearance plan, and I ask her to send me such document to my email and home domicile, I ask her if such mortgage on XX/XX/XXXX was $ XXXX why they sum/add again a stop/suspend payment increasing the mortgage again to $ XXXX making me this to pay twice the mortgage again. she mentioned that is not like that is a deferment payment which again I ask her that is wrong and numbers don't lie, if I was in $ XXXX on XXXX that $ XXXX that was stop/suspend payment by the forbearance plan can be paid now or later but the payment that i have been resume payment must be apply to $ XXXX same at the moment of the forbearance start not to $ XXXX, resume payment on XXXX this to $ XXXX at this moment and by the end of the loan like she said I have to pay the due amount of $ XXXX only and she keep saying is not like that, $ XXXX must be added XXXX and total of {$290.00} and you must keeping made your payments and in 30 years you pay the XXXX which I told her is a very clear double dipping and fraudulent what you are doing. and after back and forth asking question without non sense answer. i have to come and file this complaint demanding deferment agreement signed, dated and approved by XXXX XXXX, also a full disclose by writing of the XXXX, including 1.why adding suspend payment to the mortgage loan 2.why mortgage increase if is a stop payment 3.why due stop/suspend payment can't be pay now, 4.who own the property, and full clear disclosure 5.investor information 6. penalties. also provide in full disclosure, how this company is not in violation of FL. St. 817.545, Code 18 U.S. Code 1341, 18 USC Ch. 47 ( all Sections )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got a letter mid XX/XX/XXXX that my town had not received my RealEstate Taxes that were supposedly paid XX/XX/XXXX from my XXXX account at loan care. I contaceted loan care to resolve the issue and sent in supporting documents. They said would be handeled in the next 10 days. I waited XXXX week and checked back in and they said was taken care of. I then called the town office and they still had not heard from Loan Care. I called them back and they said that they called on XX/XX/XXXX and talked to XXXX and she said everything was all set. My town office is closed on XXXX and There is no XXXX that works there. They said that they would lescalate and take care of by the next day as I am facing a Lein on my property. Called the next day and they said another XXXX business days. I told them not acceptable as the Lein will be placed before then and she said there is noting I can do and hung up. I want LoanCare to take care of this issue ASAP!!! This is not acceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This is XXXX XXXX who is submitting this CFPB complaint myself, and to inform you that there is no third party involved in the process. I recently verified my latest credit report and I noticed that this account is reporting fraudulently on my credit report. I have been a victim of Identity Theft, my information was stolen and used to open this account without my permission or knowledge. The account LOANCARE LLC XXXX with a Balance : {$0.00} was incurred due to fraudulent charges, which according to XXXX XXXX Zero Liability policy I am not liable. I DO NOT HAVE A LEGALLY BINDING CONTRACT WITH THIS COMPANY. This account is trying to collect debt, which wad also listed on my credit report. I have requested several times for verification. This company will not furnish a signed authorization [ or proof of the procedures ], they just furnish a statement, which proves nothing. I asked to validate the numerous listings on my credit file and again all I receive is statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was served at my home, a civil action summons in which XXXX XXXX XXXX by/and LoanCare stated that I owe {$89000.00}. However, an alternate amount owed is stated as {$94000.00}. This differs from the {$89000.00} by {$5200.00}. I was in COVID forbearance until XX/XX/XXXX. No payments were mandatory in XX/XX/XXXX. My online account was inoperative so I could not check my statements. I had to call on XX/XX/XXXX and request a statement. ( I have the email they sent to me with my statement as proof ). I also sent a written request asking for loan terms as per XXXX and XXXX allows me on XX/XX/XXXX and XX/XX/XXXX. They did not respond to either. I sent a FDCPA letter on XX/XX/XXXX that was not responded to. The Attorney stated I had until XX/XX/XXXX, to respond, but XXXX and the representing attorney have not responded to requests for loan information that should be provided according to TILA, XXXX and FDCPA statues. I also spoke with LoanCare/XXXX XXXX on XX/XX/XXXX, and XX/XX/XXXX, regarding my XXXX ( Homeowners Assistance Funds ) Application. I made them aware that it was pending. Although they were aware that my XXXX application is pending, I was still referred to foreclosure. I am requesting in this complaint that each of these XXXX questions to be addressed and answered fully with an explanation. I would like this information for myself, for the CFPB and for consumers who may have the same issues. 1. What are the missing documents, if any, that you NOW need for my loan modification/loss mitigation package that was sent in XXXX, XXXX and XXXX of XXXX? 2. As you can see in the information attached, the attorney sent a different amount than the principal balance that you stated I owed. Per XXXX and XXXX, please explain ALL the fees that has been added to the principal balance of {$89000.00} that makes the amount owed of {$94000.00}? ( If that amount is incorrect, please send correct amount owed along with ALL fees. ) 3. The CFPB encourages servicers to provide borrowers with sufficient time to move through the XXXX application process prior to proceeding with foreclosure, as per a statement released by the CFPB in XX/XX/XXXX. As per CFPB, are you going to halt or cancel foreclosure proceedings based on my XXXX application in pending status since XX/XX/XXXX ( evidence attached in CFPB complain filing and was communicated XXXX XXXX XXXX )? Please answer this with a yes or no AND an explanation of the yes or no response. 4. Qualified written request, notice of error and information request was sent to LoanCare LLC at XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX XXXXXXXX. Please let me and the CFPB know your procedures when qualified written request, notices of error, and/or information request is sent to the wrong department. How do you reroute it to the correct department? What is your procedure and routing consumer request to the correct department, or do you just discard it or ignore it? 5. CFPB Examiners found ( in a recent CFPB release ) that mortgage servicers violated Regulation X because the servicers didnt evaluate the borrowers complete loss mitigation applications and provide a written notice stating the servicers determination of available options within XXXX days of receiving borrowers applications. Since I received no postal or written mail information regarding any of the loan modification and loss mitigation applications sent on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, will you retract and remove this damaging foreclosure/civil action from public record? Please answer this with a yes or no AND an explanation of the no response. 6. It has been confirmed from the FHA and multiple attorney generals that multiple mortgage servicers alleged failure to adequately implement Covid-19 recovery loss mitigation options for eligible borrowers. The pre-pandemic payments on my loan had a flat interest rate of XXXX XXXX, and Principal and Interest Payments of {$370.00}. It is my most recent loan modification before COVID-19 issues. The full payment amount was {$620.00} ( including insurance and property tax ) and {$620.00} is affordable. The COVID-19 Recovery Modification targets a XXXX percent XXXX XXXX XXXX reduction without the income documentation requirement. The XXXX targets a XXXX percent XXXX reduction with income documentation. This was never offered to me previously. Partial claims are also available on my FHA loan. My final question : Will you offer me this now that you have received my loss mitigation application, bank statements, income, letters of explanation of me and my spouse and household expense information? Please respond to this question by stating if you are allowing or denying me from receiving The COVID-19 Recovery Modification or the XXXX and reasons why . This dispute will be resolved once each of these questions have been answered completely, honestly, and in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A