|
7916164
|
2023-11-28
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-11-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-12-04
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5501146
|
2022-04-26
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2022-04-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-05-13
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I fell behind in my mortgage payments starting in XXXX XXXX Household members which were helping pay for stuff where unable to get jobs due to covid. I was living on a strict budget & when this happened & EVERYTHING started to cost more, I fell further behind on everything. I applied for mortgage relief thru my servicing company Loancare. Since then I have had to apply twice & now looking towards the third time. Each time I have contacted them I was told I was missing paperwork. I immediately sent what was needed. XXXX weeks would go by & told again missing paperwork. I faxed, physically sent & emailed what was needed every time. After the first 2 months of going back & forth with Loancare I was told I was using the wrong email address- I was using the one that was PRINTED on the letter directly from them. XXXX mnths latter & still missing paperwork & paperwork unacceptable for various stupid reasons. From what Ive been reading from others this is the common practice with Loancare. Plus every time you call Loancare you have to speak to someone different all though I received a letter stating that a certain person was handling my account-they would never return my calls. When you call Loancare & finally get the Loss Mitigation department all you get is scripted responses for every complaint even thru their supposedly Supervisors.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7085354
|
2023-06-07
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-06-07
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-07
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
3255553
|
2019-05-28
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-05-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-05-28
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3377969
|
2019-09-18
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2019-09-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-09-18
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I refinanced my mortgage in XXXX. I worked through XXXX XXXX Mortgage. They held my present loan and I was using them to refinance .They had just sold my 1st loan to Loan Care LLC .
As soon as my loan was paid off I was suppose to receive my escrow of {$1100.00}. I never received it.
I contacted loan care on XX/XX/XXXX. The agent had my account and loan was paid off Said the sent me my check on XX/XX/XXXX.
I never received it They said they would escalate it. And do a stop payment and issue a new check.. I called back on Fri the XXXX to check on it. Nothing had been done.
I asked to speak to a supervisor .I spoke to XXXX or XXXX a manger she said they would overnight my check on Monday the XXXX. They would send an e mail with tracking info. I never received the XXXX mail. Monday afternoon I called back talked to manager they said nothing had been done they saw the note for escalation and overnighting the check. She said she would call me back and send e mail before XXXX.never did. I called yesterday XX/XX/XXXX. Spoke to another manger.
She seemed sincerely interested in helping me get my check as did the other managers spoke with. It seems the problem lies in escalation department. I received an e mail from them on theXX/XX/XXXX. They acknowledge I had a complaint and it would take up to 3 days to research they will have someone call me with an update. I need my check to pay some bills. I would like it tomorrow.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2594158
|
2017-08-03
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-08-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-08-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
On XXXX XXXX 2017 my mother XXXX XXXX. On XXXX XXXX, my sister and I went to court to become administrators of her estate. We faxed these documents in to Loancare. We spoke to them on the phone and they told us what we needed to fax in. We faxed in the court documents and the XXXX XXXX. They had my sisters phone number on file. Days went by and we had n't heard anything from them. So my sister called them and they said that they had been trying to call my XXXX mothers cell phone. They did not try to call my sister, and they did not send a letter. These people are lazy. When we did talk to them they said that they did n't have the documents that they needed. I have a read receipt from the fax that proves that the documents were sent and that it did go through. On XXXX XXXX, 2017 I sent the documents again through email. On XXXX XXXX we sent them a check to pay off my mothers house loan. On XXXX XXXX we received an email saying that they received our request and gave us a ticket number. On XX/XX/2017 My sister spoke with them again. They said that they could n't talk to us because they did n't have the correct documents. After nearly an hour on the phone they finally found the documents but said they could not talk to us because they have not processed them! This is their fault for not doing their job.They refused to let my sister speak to a supervisor but she demanded and they finally said that they would have one call her back. These people have made our lives so much harder than what it already has been. They are awful. We have went through enough losing our XXXX year old mother and us only being XXXX and XXXX having to deal with this loss. No one has been compassionate. No one has even been nice. No one has tried to help us at all. Every single person that we have talked to has given us the run around. Please fix this. I do not want anyone else to have to go through the absolute torture that we have had to go through with them.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2676613
|
2017-09-18
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-09-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-09-18
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2498432
|
2017-05-31
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-05-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-05-31
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I first contacted my mortgage loan servicer, LoanCare, in XXXX XXXX , XXXX . My home purchase and loan included the purchase of XXXX separate lots, each with their own tax id, and both lots have separate county ta xes due on them each year. The contact in XXXX XXXX was to let them know they did not pay the taxes on our smaller lot for the XXXX tax year, and that i know owed late fees and penalties. It took months, but they finally added the second lot to my escrow account to be paid for the XXXX tax year. I paid the taxes myself out of pocket, and paid the penalties and late fees as well. I had made several calls to customer service and was told they could n't help me on the phone and i had to wait for them to " research ''. I never heard back from them. I next contacted the company on XXXX XXXX , XXXX . I got an email that a disbursement had been made to pay taxes. When I logged into my account, they once again paid the taxes on the larger lot and the house, but did not pay the taxes on the smaller lot once again. The smaller lot was listed, but the due date was incorrectly listed as XXXX XXXX rather than XXXX XXXX like it was supposed to, which was once again going to cost me penalties and late fees. I let the company know in XXXX that the due date was wrong and this needed to be paid in XXXX . They still did not pay the taxes, so finally I paid the taxes myself out of pocket so i would not incur penalties and taxes. Once again, another missed payment out of my escrow account. I called customer service several times and was told multiple times they could not help me and i needed to wait for them to " research ''. I never received follow up correspondance. Fast forward to this month, XXXX XXXX I get an email from LoanCare that a disbursement had been made to pay the property taxes on this smaller parcel that I had already paid taxes on 6 months ago. No explanation of why now, 6 months later, they decided to pay a tax bill they missed 6 months earlier and I already paid. Now i have to try to recover my funds from the county sheriff because, of course, the customer service folks could n't help me. Also, they somehow found out about a small amount of city taxes i owe to my township every year and added that account to my escrow obligations. This township specifically says these taxes can not be paid by the mortgager, and must be paid by the homeowner, so i assume LoanCare will make a double payment on these taxes when they co me due in XXXX . This amount should not be paid by the escrow account. I have sent 3 requests to cancel my escrow account to LoanCare over the past year because of their constant mistakes, and I have never received a single response to any of my three reque sts to cancel my escrow account.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7655665
|
2023-10-06
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
VA mortgage
|
| Date Received |
2023-10-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-10-23
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Hello. Thank you very much for responding to my concerns regarding XXXX/LoanCare. I wired a payment of XXXX to XXXXLoanCare on XX/XX/XXXX to cover my XXXX and XXXX payments since my checks were not processed in a timely manner by XXXXLoancare as mentioned in my first complaint. I received confirmation via email today, XX/XX/XXXX, that the wire payment was received. The automated system informed me that my next payment is due on XX/XX/XXXX.
However, I have the following requests : -Since I made the wire payment on XX/XX/XXXX, I request that XXXX/Loancare do not process the checks that XXXXLoancare have not XXXX. I placed a stop payment on two checks that they have yet to cash. One check is dated XX/XX/2023, and the second one is dated XX/XX/2023. See attachments for check info on checks that have yet to be cashed.
-I contacted XXXX via email today and requested that the two checks mentioned above and attached not be processed. In XXXX 's email response, they told me they could not stop the processing of the check -Because I am informing them of the stop payment on the checks, I should not be charged a fee if the checks are processed.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3493932
|
2020-01-13
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-01-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-01-13
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
7950257
|
2023-12-05
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
VA mortgage
|
| Date Received |
2023-12-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-12-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
My mortgage is through Loancare, specifically XXXX. The company they are owned by, XXXX XXXX XXXX, took their systems offline in XXXX of XXXX. Many people were unable to pay their mortgages. The company did not notify us that this was happening, but just took their website offline.
The company finally came back online on XXXX and my mortgage was paid. I woke up on XXXX to find it has been taken out twice, and my checking account is in the negative by almost {$2000.00}. I am unable to contact anyone via Customer Service and I am unable to log into their website, as it is down yet again.
I have read online that some people had their payments come out XXXX and 4 times. This company is horrible and is messing up people 's banking and budgeting, and likely holidays, and should have repercussions.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5161408
|
2022-01-28
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-01-28
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-01-28
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
3037119
|
2018-10-04
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-10-04
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-10-04
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent withdrawn
|
|
|
3471971
|
2019-12-18
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-12-18
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-12-18
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
3450784
|
2019-11-26
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-11-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-12-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Trying to resolve extra {$290.00} I was charged in interest and late fees because Loan Co took 2 months in delaying accepting my full pay off of {$47000.00} on loan payoff in full. I have corresponded with the company since XX/XX/2019, my last correspondence was a call I made XXXX-19 to XXXX about a letter from the Loan Co dated XXXX-19 stating they would resolve the issued within 30 days in compliance with federal law. I still am not getting any resolution, correspondence or phone calls back from them.
I have called the company 11 times but never get any answers and calls are promised to go to supervisors expediting the complaint but I never receive any answers back.
Attaching copies of letters, ledgers and now 5 months trying to resolve the pay off issue but had to pay additional {$290.00} due to the companies delay in posting my payment.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3297800
|
2019-07-06
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-07-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-07-06
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
To Whom It May Concern : I sent the following email message to my previous mortgage holder, Loancare, on XX/XX/XXXX and was assigned a ticket number of XXXX.
" Hi! My name is ********** and you were, at one time, my mortgage holder. My loan number was **********. I have recently become aware of a discrepancy in my principle only balance. When I refinanced in XXXX, my loan amount was {$110000.00}. In addition to my regular monthly payments, I also made several extra payments to principal only : ( XXXX {$330.00} ) ( XXXX {$330.00} ) and ( XXXX {$920.00} ). This adds up to {$1500.00}. I am showing that I have paid a total of {$13000.00} since XXXX including the extra payments. My current mortgage holder says my balance is {$100000.00} and I am showing that it should be {$100000.00}. That leaves a discrepancy of {$670.00}.
My current mortgage holder acknowledges the extra payment I made to them in XXXX of this year for {$920.00}, but said that they could not see the two extra payments I made to you ( Loancare ) in XXXX. When I add {$330.00} and {$330.00} together, it adds up to {$670.00}. That is, almost to the penny, the amount of the discrepancy.
I have copies of my bank statements for XXXX in which I show those additional payments were withdrawn from my account by Loancare, one on XX/XX/XXXX and the other on XX/XX/XXXX. I am not sure what happened, but I would appreciate someone looking into this as soon as possible. My phone number is ************. I was told by one of your representatives to request a ticket number so I would like to do so. '' In response, I was sent the following message on XX/XX/XXXX asking for copies of bank statements showing that the funds in question had indeed been removed from my account.
Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account.
Once the payment has processed from your bank account, please, provide a full, complete copy of your account history showing the payment has been removed from your bank account ( not showing pending ), including the positive balance before and after the payment processed, and a copy of the front and back of the cancelled check, or transmittal form including the ACH trace number, if it was an electronic payment, to XXXX and your request to have the payment researched will be reviewed.
I emailed copies of the statements requested back to Loancare on the same day, XX/XX/XXXX. Attached are copies of the statements for you to review. Since then I have emailed Loancare twice more trying to get some resolution, once on XX/XX/XXXX and again on XX/XX/XXXX. I have not had any response from Loancare since the request for copies of my statements which I sent them in XXXX. It has now been 9 weeks and I am hoping you can help me get some resolution to this.
When I started this journey, I called and spoke to someone at Loancare, but was told I would have to either email or mail and request a ticket number, that this could not be handled over the phone. Quite frankly, I do not know where else to turn. {$670.00} may not seem like a lot of money, but it is to me. I am hoping that you can assist me. My phone number is ************ should you wish to contact me.
Sincerely, **********
|
| Consumer Consent Provided |
Consent provided
|
|
|
4301159
|
2021-04-15
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-04-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-04-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3295071
|
2019-07-03
|
Written notification about debt
|
Debt collection
|
|
| Issue |
Written notification about debt
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Debt collection
|
| Sub Issue |
Notification didn't disclose it was an attempt to collect a debt
|
| Sub Product |
Mortgage debt
|
| Date Received |
2019-07-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-07-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
My loan was transferred to LoanCare , LLC, Loan # XXXX, serving company on XX/XX/19. I have not been able to get with touch with someone regarding my account. Everytime I call they acknowledge that I have an account and then state I can not make payments. This loan was XXXX current with XXXX XXXX prior to this transfer. I have attempted to call all numbers affiliated with this servicing company. I have spent 3-4 hours EVERY DAY for the past week attempting to make the payment. I am put on hold, transferred, hung up on. I have all phone records.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3282875
|
2019-06-21
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-06-21
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-06-21
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3142896
|
2019-02-05
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-02-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-02-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Property Taxes/Ecsrow Account Delinquent due to non payment by LoanCare. I mailed my Property Tax Statement to LoanCare on XX/XX/XXXX. As of XX/XX/XXXX, my property taxes still have not been paid. I have called numerous times, emailed customer service numerous times, have been told that the payment will be mailed by " Friday '' numerous times and they STILL have not paid my property taxes!! I have attached my documentation of phone calls and conversations with dates and names of people that I have spoken to. I am very dissatisfied with the service of LoanCare!!
|
| Consumer Consent Provided |
Consent provided
|
|
|
1240276
|
2015-02-13
|
Loan modification,collection,foreclosure
|
Mortgage
|
|
| Issue |
Loan modification,collection,foreclosure
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2015-02-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2015-02-13
|
| Consumer Consent Provided |
N/A
|
|
|
4136443
|
2021-02-12
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-02-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-02-12
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I am currently unable to make contact with my mortgage company in any way over the phone or online. I am currently behind on my mortgage and I have a plan to get current by XX/XX/XXXX, however I do not have the ability to tell my mortgage company this to stop the automated collection calls. When I answer a collections call, I am given an automated message to call their customer service number. When I call this number, the automated telephone system starts playing a message in XXXX that lasts several minutes, and I am unable to opt out to speak to a representative in any way. At the end of this message a customer service agent picked up the phone and immediately hung up the line during an opening statement. It takes me over 7 minutes just to get to that point due to the automated XXXX messaging I had to listen to. There is no option for me to make a payment in the automated system. Additionally, my online account became locked out and when I go through the password reset process, the site times out before the point which you reset the password. I tried this on multiple devices using the recommended browsers according to the website. So I can not access my account online or speak to anyone on the phone for an account that would normally be in foreclosure risk if not for moratorium protections right now.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3185102
|
2019-03-20
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-03-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-03-20
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
We called loan care the evening of Tuesday, XX/XX/XXXX spoke with one supervisor and two people in the escrow department and one in the insurance department. What happened with our escrow analysis was that it was ran in XXXX as a normal however our insurance company had only sent the XXXX page electronically to them. Loan care treated this as a bill in the same month of XXXX when the hazard insurance was not due until XX/XX/XXXX. Obviously this created a large short fall of our escrow as well as the projected difference for next year as well as the increase in taxes. The total short fall for XXXX should be less than {$200.00}. XXXX hazard insurance amount was {$1000.00} and in XXXX it was {$1000.00}. That is a short fall of {$32.00} for hazard insurance. Taxes in XXXX were {$2800.00} and in XXXX they were XXXX for a shortage of {$150.00}. Total shortage should be {$180.00}. We tried talking with a gentleman in escrow department named XXXX who told us that we can not have a new escrow analysis ran nor could we pay the difference on the new insurance alone. We have asked for a breakdown multiple times of the shortage and nobody is able to provide us that break down. We would just like a new escrow analysis based upon the due date in XXXX for the renewed insurance policy that was paid early on loan cares part or give us a solid number what he shortage of the Insurnace alone for the renewal in order to correct our monthly escrow.
Its important to note that every individual we spoke with including the supervisors were unhelpful and unwilling to help claiming that it was not their department or they couldnt run numbers without us sending additional money to deposit in the escrow account and said they did not have access to any of the documents that pertained to our loan for our request. Also the my seem bound and determined to make the customer feel wrong and that there is no solution
|
| Consumer Consent Provided |
Consent provided
|
|
|
2816687
|
2018-02-16
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-02-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-02-16
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
City property taxes were received in XX/XX/XXXX and sent to my mortgage loan servicer, LoanCare, LLC., on XX/XX/XXXX. Payment due by the end of XX/XX/XXXX was not dispersed from my escrow account to cover my city taxes. Additional follow up emails and phone calls were placed with my loan servicer and I was told that the issue would be resolved. In XX/XX/XXXX, I received a notice from the City of XXXX that my XX/XX/XXXX payment was not received and that the property taxes incurred approx. {$100.00} penalties and interest and that both installments ( XX/XX/XXXX. and XX/XX/XXXX. ) of my property taxes are due by the end of XX/XX/XXXX. The notice that was received in XX/XX/XXXX has been sent to LoanCare , LLC on XX/XX/XXXX and I was again told that the issue would be taken care of. This morning I noticed that the servicer of the loan has dispersed a portion of the money in escrow back to me in the form of a refund for escrow overages and now there is insufficient funds in escrow to pay property taxes and home insurance by their respective due dates. This loan servicer pulled the same thing on me last year with my county property taxes and I ended up paying an additional {$100.00} out of my own pocket to pay the taxes that were overdue by 4 month. It should not be this difficult to get a loan servicer to do the job they are required to do by federal regulation.
|
| Consumer Consent Provided |
Consent provided
|
|
|
1818358
|
2016-03-05
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Other mortgage
|
| Date Received |
2016-03-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-03-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2752210
|
2017-12-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-12-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-12-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3935680
|
2020-11-04
|
Incorrect information on your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Information is missing that should be on the report
|
| Sub Product |
Credit reporting
|
| Date Received |
2020-11-04
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-11-04
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2064128
|
2016-08-15
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2016-08-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-08-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
The mortgage holder XXXX XXXX was due a tax refund in the form of a lower property tax bill, to the amount of XXXX. This was supposed to be refunded to her and the local sheriffs office showed us a canceled check. The check had been cashed by the company that takes care of our escrow account for Loancare.To this day they have not refunded her. Loancare has also paid our property taxes 6 months after it was due, causing the tax bill to jump from {$1500.00} to {$1800.00} because of late charges. We called them on several occasions to remind them of when the property taxes were due. They assured us the property taxes were going to be paid on time. They were NOT paid on time. It was printed in our local newspaper ( publicly humiliating us ) that we had a delinquent tax bill of {$1800.00}. Loancare paid them late and added the extra XXXX in extra late fees onto our house payment stating that our escrow was short. It was short because for the last few years they have not paid the tax bill when it was supposed to be paid. As of this email Loancare refuses to let us talk to anybody in management, They keep saying a supervisor will call and talk to us. This has never happened. My mother and I, co-mortgage holders, would like some help getting this straightened around. Loancare continues their silent treatment. XXXX XXXX and XXXX XXXX.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4326425
|
2021-04-25
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-04-25
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-04-26
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2930600
|
2018-06-08
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-06-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-06-08
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
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.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2854369
|
2018-03-23
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
LoanCare, LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2018-03-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-03-23
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
My problem is with the servicer of my FHA mortgage loan, Loancare. I was facing a foreclosure sale date and filed bankruptcy in order to give me a chance to negotiate and be considered for government programs. However Loan Care sold my home anyway!! I then had to go through a process with the Master Commissioner to get the sale voided. Once this happened LoanCare assured me they would review me for government options for assistance. However, after sending my paperwork in they made excuse after excuse and continually lost paperwork and never actually conducted a review. They assured me my sale date was on hold but then they went and sold my home AGAIN last week! Instead of considering me for modification or partial claim or repayment plan they tried to sold my home! I wanted to file this complaint because I think Loancare is violating the servicing guidelines for a loan backed by HUD I live in this home with my wife and XXXX daughter. I was excited as a first-time homebuyer to qualify for this loan due to my income and steady employment at the XXXX XXXX XXXX. Problems started a little over a year ago when my hours were cut by 1/3rd. This was unexpected and I could not make ends meet for a time and missed a couple of mortgage payments. When I contacted Loancare to try and resolve this matter they told me they did not want a partial payment or a single payment. They wanted the whole past due amount along with late fees. I was only two months behind at that moment, but was still struggling and could not afford to make two payments at once plus all the late fees and junk fees that Loancare had added. Due to this I fell further behind. I asked Loancare for other options. I asked for the opportunity to apply for a loan modification but was told there was only one option, reinstatement in full.
Loancare has failed to follow the rules for the servicing of an FHA loan. They have not conducted a review of my current and correct financial information nor have they assigned a single point of contact. They have not allowed me to apply for any homeowner assistance options such as modification, partial claim, special forbearance or repayment plan and have obstructed my efforts to save my home and have instead pushed me into foreclosure. Additionally, they failed to provide any Occupied Conveyance paperwork for me, which I think they are supposed to send out PRIOR to setting any type of foreclosure sale date.
I am beyond frustrated with this company. I just wanted an opportunity to be reviewed for these programs now that my temporary financial hardship is over. However Loan Care went and sold my house instead.
|
| Consumer Consent Provided |
Consent provided
|
|
