LENDER LIVE
Consumer Complaints
There are over 121 complaints on file for LENDER LIVE. Dated between 2018-12-27 and 2012-06-08.
Complaints Page 4
2015-09-12
Seattle, WA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My mortgage was transferred to LenderLive for servicing after we closed our loan. Once transferred, we submitted a form to request automatic ACH debits. Although they advertised online submission of the form, it was impossible to submit online. After attempting multiple times to submit online, we physically mailed in in the form. It has been three months since we submitted the form, and we have received no response, despite a promise for a response in less than 30 days.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2015-08-24
Mill Valley, CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: LenderLive was acting as loan processor for a loan for me. I refinanced the house and the loan was paid off in XX/XX/XXXX. I expected a check for the $ XXXX in escrow they were holding, but after multiple telephone calls to them at ( XXXX ) XXXX, I still have not received a check.
The first time I called them, I verified the address they were sending the check to with their representative. The address they had on file was correct. Since then I have spoken with them XXXX times and everytime the reason for me not having the check is different. The last time ( on XXXX XXXX ) I was told they had overnighted the check to me XXXX with it coming back to them as undeliverable. The really strange thing about this is that I received something at the same address ( from them ) XXXX weeks prior. In that conversation, I gave their representative ( XXXX ) my work address and she said I would have a check Friday morning or this morning. Our overnight mail just came in ... no check.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-08-18
Kawaihae, HI
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My XXXX Mortgage was sold to LenderLive XXXX. I was switching banks in XXXX and called LenderLive to ask when my mortgage was due before a late fee. I was told XXXX mountain time. After all my bank accounts switched I paid my mortgage electronically on XX/XX/XXXX and thought all was fine. On XX/XX/XXXX I received a letter that my payment was overdue so I called and the agent told me payment was applied and all was fine. I then made my XX/XX/XXXX payment on XX/XX/XXXX like normal. In mid XX/XX/XXXX I received a letter stating my mortgage was now past due by more than 30 days. I also checked my FICO score and to my surprise it had suddenly fallen by more than XXXX points! I again called LenderLive and was told that all was fine. It took me going to XXXX supervisors before learning that my XX/XX/XXXX payment was received but never applied to my loan. It is now XX/XX/XXXX and my credit score has it been fully restored nor has LenderLive returned the {$60.00} " late fee '' they assessed. I feel like I 've been robbed and this is the worst bank ever. EXTREMELY SKETCHY.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-08-10
AZ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Lenderlive XXXX mortgage servicer sent me an escrow refund check in the amount of {$420.00} and I then receive a delinquent tax bill from XXXX XXXX stating the taxes have n't been paid. I contacted Lenderlive and they eventually paid the back taxes ; however, my mortgage payment has now increased 8 % from {$1600.00} to {$1700.00} due to a projected shortfall in the escrow account. Even though I put down 20 % when I purchased my house and would have preferred to pay my own taxes and insurance, I was required by my lender to make these payments into an escrow account. Now I 'm stuck with Lenderlive XXXX who ca n't seem to keep their records straight. If I 'm being held accountable for making my mortgage payments on time, then there should be some sort of repercussions for Lenderlive 's late tax payment and poor record keeping. The increased payment is not the issue. I understand why it 's happening. The issue is that I 'm held to XXXX standard and Lenderlive can apparently do whatever they please.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2015-08-07
E Longmeadow, MA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-07-30
Fremont, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-07-30
CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Good Afternoon, On XXXX XXXX, 2015, I received a notice from my current mortgage company informing me that my loan was being sold to LenderLive Network , Inc. effective XXXX XXXX, 2015 and I would be receiving a letter with instructions from LenderLive Network , Inc. with my new loan number and instructions for making my mortgage payments. It 's now XXXX XXXX, 2015 and I have n't received anything from LenderLive Network , Inc. I 've tried calling LenderLive Network 's customer service line and have been hung up on 5 times by their automated service. I just want to know where to send my mortgage payment and to speak to a human being at LenderLive for questions. The law requires that new loan servicer companies to notify you 15 days prior to the effective date of the change and Lenderlive Network , Inc. has not sent anything! Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-07-23
TX
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: On XX/XX/XXXX, I received a letter from LenderLive Network informing me " that the servicing of [ my ] mortgage loan has been transferred to a processing center at LenderLive Network '' and that " the right to collect payment [ by LenderLive ] is effective XX/XX/XXXX ''. I did nothing at the time, thinking it was fraudulent, since I had received another similar letter back on XX/XX/XXXX stating that my loan " was sold to XXXX XXXX or to XXXX XXXX as trustee for a trust holding your mortgage loan on XX/XX/XXXX '' but that " the sale of your mortgage loan does not affect any term or condition of the mortgage, deed, or note '' and " requires no action on your part ''. Then on XX/XX/XXXX, I got a notice of " payment past due and credit score warning '' from a debt collector, stating that " LenderLive Network was now servicing my account on behalf of XXXX XXXX - XXXX XXXX XXXX ''. There was also an itemized bill accompanying the notice dated XX/XX/XXXX that had an extra amount of {$68.00}, supposedly due to the absence of PMI. The original lender, XXXX, never made contact with me regarding the transfer of the loan, which is why I did nothing with the XXXX XXXX letter from LenderLive. I contacted LenderLive, and they explained the difference in cost by saying that they were billing us for an extra {$68.00} due to the absence of PMI when XXXX was in charge of the loan. I then paid the increased Escrow amount for XXXX, bringing my total to {$1200.00}. I created an online account with LenderLive, and when I logged in to pay XXXX 's bill, the amount due was back to the original {$1100.00}. My complaint is due to the following : ( 1 ) not being given notice from XXXX that my loan was sold and thus charged late fees by LenderLive during the transfer process when my account was in auto-pay and ( 2 ) that the value of the mortgage went up -- I am being charged more for PMI after LenderLive took over the loan because they said I had n't been paying PMI at all when the loan was being serviced through XXXX.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-07-17
Wonder Lake, IL
Communication tactics
Debt collection: I do not know
Frequent or repeated calls
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2015-06-26
Millcreek, UT
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-17
RI
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: LendeLlive is a non bank mortgage service loan collector apparently. And.. since sending them documents and paymentunder the guise of another bank, they still are apparently the claimed servicer of a non-existent mortgage lien holding my name.
They have requested modification documents from me and robo-signed returned copies
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-10
Cedar Pass, UT
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2015-06-08
NJ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I pay my mortgage on time. Although the payments are taken out of my checking account immediately, they are not applied to my account for several days.
On XXXX XXXX, 2015 I received a notice that my mortgage was over XXXX days late. I also had a late fee attached to my XX/XX/XXXX payment. I contacted the company ( LenderLive ) and was told that the money I paid online for my XX/XX/XXXX mortgage payment was applied to a fee that LenderLive was supposed to tell me in XX/XX/XXXX that they believed I owed. I do not owe any fees to LenderLive. I refinance my mortgage with XXXX, fully paid XXXX, and they sold the mortgage to LenderLive. I received a letter from LenderLive in XX/XX/XXXX that my account was in good standing, I pay on time, and yet I suddenly owe over {$1000.00} and not only was the representative unable to tell me exactly what it was for, they reported me as delinquent to the credit reporting agency!!! I now have a credit score dropped by XXXX points because of money I do not owe. I did NOT authorize LenderLive to apply my mortgage payment to whatever it is they applied it to, I do not owe anyone money, I should not have had a late fee applied, and where is the $ XXXX dollars that were not applied?? I paid $ XXXX and they used $ XXXX for unauthorized purposes, did not credit me the remainder AND fraudulently reported me to the credit bureaus!!
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-06-06
Cont'd attempts collect debt not owed
Debt collection: Mortgage
Debt was paid
Complaint: Since XXXX XXXX XXXX XXXX ( Under Lender Live XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX XXXX ) assumed my mortgage debt from XXXX In XXXX 2015, I have experienced nothing but harassing phone calls and now false reports on my credit report. Each month through multiple harassing calls I have informed and provided documentation that my mortgage has been paid for the month and that the lender has cashed the check. Each month is a different excuse, such as : they misread the account on the check or when I sent it through their web site, I was told it was the wrong account. Now they are sending letters not to my mailing address, but to the house ( which is rental property ). Also, they have began placing late payment information on my credit report. I have documentation of all cancelled checks, verification of payments submitted, and email correspondence where I have identified the issue each month and provided the information for them to correct. I have never been late on a mortgage payment or had any issues until this company assumed the mortgage. I would like this matter corrected and my credit report adjusted immediately. Your assistance is appreciated.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-06-01
AZ
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: We have been trying to resolve an issue with the mortgage company, by using the XXXX in XXXX where our mortgage loan was transferred to. We received a welcome letter XXXX XXXX, 2015 only after we requested it through the XXXX, The welcome letter and now a letter from XXXX XXXX, 2015 threatening foreclosure are the only written correspondence received since the company took over our mortgage. During our correspondence with the company through the XXXX we have requested a statement as to where the XXXX payments we sent went and we requested a mortgage statement, we have not received any information on this.
XXXX COMPLAINT : XXXX XXXX, 2015 : New Mortgage Company is supposed to provide a welcome letter to the payee ; they have not after repeated attempts asking. If I am given an e-mail to send the form itself I can do that too. This company took over our mortgage in XXXX 2015 and I e-mailed them and requested information from their company. I received an e-mail back stating I would be sent the information I needed for their company. It 's now XXXX XXXX, 2015 and I still have not received a welcome letter or ANY mailed correspondence from this company at all. I do n't know any of the information I need to know from this company other than I was told they hold my mortgage. They should do what the law requires and send us a letter regarding their company, policies, etc. XXXX XXXX RECEIVE BUSINESS RESPONSE : This letter is in response to the complaint you submitted to the XXXX which LenderLive Network , Inc. ( " LenderLive '' ) received on XXXX/XXXX/2015. We have reviewed your complaint and believe that we have resolved your concerns as outlined below. Your loan was transferred to LenderLive from the prior servicer on XXXX/XXXX/2015. Upon the transfer your loan was listed as discharged. Our welcome letter process excluded any loan indicating that status. This is the reason you did not receive a welcome letter. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. We have sent a detailed letter along with a welcome letter directly to your attention. Forward Business response to Consumer XXXX/XXXX/2015, XXXX REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : ( The consumer indicated he/she DID NOT accept the response from the business. ) I will consider it resolved when I actually do receive the welcome letter, as I was promised a letter before. I need to know where my XXXX XXXX payments have gone. I want to ensure they have been properly credited to my mortgage as I have not received any statements on any of them. XXXX/XXXX/2015 EMAILForward Consumer Rebuttal to Business XXXX/XXXX/2015 WEB XXXX RECEIVED BUSINESS ' REBUTTAL RESPONSE : Per your request, LenderLive has reviewed your payment history. Based on that review we found the following : LenderLive received XXXX payments from you. We have also completed research with your prior servicer 's payment history. Their Payment history reflected that you made XXXX payment with them. A detailed letter with copies of each payment history will be sent to your attention. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. ***There is more to this complaint but it wo n't fit in your form.
XXXX # XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, XXXX XXXX XXXX XXXXXXXXXXXX Info : Lender Live Network ; XXXX. XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2015-05-28
Discovery Bay, CA
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Complaint: My loan was transferred to LenderLive XX/XX/XXXX from XXXX XXXX loans just a month after I refinanced with XXXX. In my original HUD loan agreement with XXXX it is clearly stated that I wo n't be paying escrow for property taxes as I pay the county property taxes directly. In XX/XX/XXXX XXXX sent me a new escrow statement increasing my monthly payment to include additional/new property taxes escrow. Even though I have made every loan payment to XXXX since XX/XX/XXXX before their due date they are charging me late fees because I refuse to pay them escrow for property taxes ( not in my original contract ). I have spent countless hours by phone/email to have escrow removed, they claim to have removed the property tax escrow but I still get harassing letters saying I am behind on payments asking for late fees with credit score warnings.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-05-11
San Dimas, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2015-04-21
Norfolk, VA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief
2015-04-20
Warren, MI
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2015-04-20
Magnolia, TX
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My mortgage was transferred to XXXX Mortgage Services on XXXX XXXX, XX/XX/2015. I have made payments every month on time. To this day, XXXX XXXX, XX/XX/2015, they can not account for a {$3300.00} dollars they deposited to my account on XXXX XXXX, XX/XX/2015. Numerous emails and calls were made to locate the whereabouts of such payment. There response is " it has been escalated for review. '' On XXXX XXXXXX/XX/2015, my ARM was calculated and adjusted with the balance that did not reflect the missing funds paid on XXXX XXXXXX/XX/2015. I submitted bank statements and trace number of the missing fund they deposited allegedly into my account, however, they can not account for the payment. On XXXX XXXX, XX/XX/2015 they mailed me a letter, which states " your loan is in default. '' Since XXXX, XXXXXX/XX/2015, I have met my obligation paying my mortgage and provided approximately {$7000.00} in overage payment to be applied to the principal. They constantly say they will return my calls and locate the missing payment, but to this day this have failed to call nor locate the missing payment.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-04-18
Las Vegas, NV
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-04-17
Fort Collins, CO
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief
2015-04-16
Houston, TX
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Our mortgage loan was bought out by Lenderlive as of XX/XX/XXXX Since then we have had nothing but problems. We have been dealing with 2 different issues over the past 4 months with no resolution.
First issue : Our property taxes, due by XX/XX/XXXX STILL have not been paid, and it is XX/XX/XXXX. We have emailed the delinquency letter weeks ago to the escrow department, however our escrow balance has dramatically decreased and nothing has ever been received by our property tax office.
Second issue : We had an open insurance claim when our loan was bought by Lenderlive in XX/XX/XXXX. We provided all insurance reimbursement documentation to which Lenderlive acknowledged they would provide the remaining balance to us.We STILL have not received the last payment of our insurance funds. After XXXX checks returned for insufficient funds from Lenderlive we are still in dissolution and having to email the NSF checks to the company for " further resolution ''. We are extremely dissatisfied with the slow progression of our XXXX different issues. We have gone in circles with a representative on the phone about XXXX a week for the past 4 months. Lenderlive has reassured us multiple times that someone in " management '' would contact us to which NEVER has happened.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief
2015-04-10
Burlingame, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I borrowed {$360000.00} from XXXX XXXX for a home loan in XXXX, XXXX. This loan was assigned to LenderLive in XXXX, XXXX.
On XXXX XXXX, XXXX Lender Live posted a payment of {$350000.00}, but did not apply to principal until XXXX XXXX, XXXX. This extra interest was not refunded.
After making a {$2000.00} payment in XXXX, XXXX, I requested a payoff amount. It was under {$6200.00}. I made a {$3000.00} payment in XXXX and a {$3300.00} payment in XXXX. This pays off the loan balance and should result in a small refund check.
There would be no complaint filed if this had gone per plan, but the following actually happened due to the total incompetence of Lender Live : LenderLive sent me a letter dated XXXX XXXX, XXXX stating that I was past due for the XXXX payment with late charges of {$88.00}. I immediately called XXXX the next day to contest this and spoke to XXXX. He asked me to XXXX a statement from XXXX XXXX XXXX with the date and check number of the XXXX payment. I did this the next day, along with a detailed letter from me. The letter from XXXX XXXX XXXX stated that check number XXXX issued to LenderLive for {$3000.00} was made on XXXX XXXX, XXXX and cleared on XXXX XXXX, XXXX.
I called several times the next few weeks asking for resolution. On one such call I spoke with XXXX and she told me that it had been elevated to XXXX. However, XXXX never called, and I was totally stonewalled from reaching her or any manager at LenderLive. All this time I am receiving daily letters about my past due account. This included telephone calls and even a FAX. I could not stop LenderLive, no matter what I did.
In late XXXX I sent my final XXXX payment for {$3300.00}. This time I mailed a personal check, rather than using XXXX XXXX XXXX bill pay. It was received and cleared.
I continued the aggravating sequence of daily calls to XXXX, wasting at least a half hour per call ( during my work time ) trying to resolve the issue. I kept a few names of telephone operators : XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX, and XXXX. They all promised resolution and all failed. LenderLive seemed to be perfectly insulated from any responsibility to help me. My loan was payed off, but the website and operators could never acknowledge this fact.
In a final act of desperation, I called XXXX XXXX who had created the loan with XXXX XXXX. He passed it to XXXX XXXX at XXXX. She contacted XXXX XXXX, a VP at LenderLive. XXXX made things happen. The mysterious XXXX finally called to say that there had been a big mistake and that LenderLive was re-training their people. I could not get an answer as to why no management staff had contacted me after all the calls that I had made. She offered no explanation, just a thin apology.
I called XXXX the next day to ask if LenderLive had filed complaints with the credit agencies. She checked and said yes. She said she would " try '' to correct this.
I just received a check for {$120.00} with no calculation explanation. I want LenderLive to account for this, since I believe it is incorrect. I also want LenderLive to verify that my credit record has been corrected and unblemished. I also want LenderLive to account for why I did not receive a response in the government required time and had to go to heroic efforts through LenderLive executive management to resolve this issue. I also want the notarized reconveyance document. It would also be nice to receive a written letter of apology.
I believe that LenderLive has acted irresponsibly and has broken the law. I would like to have the CFPB perform a full investigation and prosecute as is required.
Thank you, XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2015-04-09
CT
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: The mortgage company does n't pay homeowner 's insurance.
I received a letter from my insurance company letting me know that almost 2 weeks after the due date the homeowner 's insurance has not been paid by the mortgage company. The money is in the escrow account! I first called the mortgage company XXXX. They said they never received a bill. I then e-mailed them the letter of the insurance company in which they were letting me know that we have 1 additional month to pay the premium otherwise the homeowner 's insurance will be cancelled XXXX at midnight. I was told they will take care of it right away. I called the insurance company XXXX to check if the payment was made. It was n't! So on XXXX I called the insurance company again to check but still no payment! I called the mortgage company. First I was on hold for about 15 minutes, when XXXX came back I told him I am recording this call. He said fine and disappeared for another 20 minutes. Then I was told that the bill was still not paid but they will pay it that day. I asked how they will pay it and he told me via automated bank draft. When I asked for a confirmation he said he could n't give me one. He also mentioned that he " went above and beyond '' to help me. I thought it was their job to pay my insurance on time since they are collecting the money from me.
Because I was n't able to get a confirmation for the payment I asked to speak to his supervisor. I was transferred and the supervisor told me that they will send a check today. So I again asked for a check number or some confirmation. He said he ca n't give me XXXX now but promised to call me as soon as he had one that day. He called around XXXX and told me that they attempted to pay over the phone but the insurance company did n't accept their payment via phone. So it 's not their fault that the bill was n't paid.
Our insurance company gave us another 30 day extension. I hope by then the mortgage company will find a possibility to pay.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation