LoanCare, LLC

2015-11-21

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Mu name is XXXX and last month I submited a mortgage payment to Loan Care Service Center, XXXX XXXX XXXX XXXX PA XXXX. They received as a ach payment that was taken from my bank. Unfortunately they returned my payment to my bank because it went to this adress witch was the old location. At first I call and spoke with XXXX, XXXX, XXXX and XXXX ( who hung up on me ). They all stated that I would receive a check in the mail. Never received. After trying to speak with inumerous people and staying hours and hours, finaly someone else told me that they returned the check to my financial institution. NO one could give any answer. However my bank did not received. They can not tell me any information on the check. called inumeours people. Spoke with XXXX XXXX and he stated that he would call me back with the information. He never answer his calls and did not returned my calls.his phone is XXXX bank calls and nothing. Spoke with XXXX, was busy and got my number. never called me back and never answer any calls. I can not talk with anyone there. I need them to give any information on the check that they sent. I just need anyone to give the infoarmation on the check that they lost so my bank can trace it. My mortage payment is late and is affecting my credit because of that.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-20

Orchards, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-20

Balch Springs, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-11-16

Saint Paul, MN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-15

Omaha, NE

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-15

WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX Bank transferred the servicing of my mortgage loan to LoanCare, XXXX. I feel I was not given adequate notification of this change. I have not received a notice from LoanCare, XXXX. After realizing today ( XXXX/XXXX/15 ) that my automatic payment to XXXX was not processed from my checking account as usual, I immediately went through recent mail to find a letter XXXX, dated XXXX/XXXX/2015 ( received after this date ). The envelope appeared very typical XXXX. Like a statement, or marketing offer. There was no indication that my action was needed, or that there was any urgency to the notice inside. Therefore, the letter went into my pile of non-urgent mail. Despite the nonchalant envelope, there was in fact EXTREMELY important information inside about the transfer of my loan! I then went to the website listed for LoanCare, XXXX to find that I did in fact have a payment due on XXXX/XXXX/15, that I was 14 days late and had already incurred a fee for late payment! Is there anything I can do to recover my late fee? Also, I feel I should receive some basic information about my account balance at transfer, payments, etc. What action should I take? Thank you in advance for any assistance.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-13

Arlington, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-11

Marvin, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-11

Glendale, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage loan was transferred to LoanCare XXXX from XXXX Bank on XXXX. As of XXXX I still have not received any information from LoanCare on how to make any payments on my loan. After I contacted my old servicer, XXXX, they gave me LoanCare 's website and my new loan number for LoanCare. After using this to log on to LoanCare 's site, LoanCare will not honor the full 15 day grace period in my loan documents, and insists on charging extra fees to process payments after the XXXX day. In addition, I have written an email to LoanCare and called and waited on hold for 30 minutes before I was hung up on. I have still received no response from LoanCare.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-11-11

Waterford, MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-10

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Loancare services my XXXX XXXX escrow account for my VA mortgage loan. A year ago they said I had a {$94.00} dollar per month shortage and increased my mortgage. Today, I get a new statement saying I now have a {$220.00} per month shortage. They also do not pay my county taxes correctly. They paid them late, and incorrectly XXXX last year, and this year they have the amount wrong. They have two payments of {$1400.00} for county taxes when it is suppose to be {$1500.00}. Their one job is to manage my escrow account and pay my taxes and hazard insurance, and they can not get it right. Their last escrow account adjustment should have corrected the problem " shortage '', not made it worse. They have my {$1100.00} a month mortgage up to {$1700.00} now. As a XXXX XXXX on XXXX and XXXX XXXX, I can not afford to have my mortgage raised every year because of mismanagement of my escrow account. XXXX XXXX needs to hire a new loan servicing company.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-09

Bellaire, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I was in bankruptcy and I had it discharged so XXXX decided to go thru this company called XXXX XXXX so as on XXXX 2015 I had been givingthem {$1200.00} a month to remodify my mortgage loanWell somewhere along the line someone droppedThe ball so now my home was sold and now I haveAn eviction ... what can I do
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-07

Seattle, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold by XXXX to Loancare LLC on XXXX XXXX, 2015. My mortgage payment was due on XXXX XXXX. I submitted a payment to XXXX electronically on the XXXX, not understanding that it would n't go through, and in fact I was given a confirmation number as receipt of payment. A week later I checked my bank account and no funds had been taken out of my account. XXXX 's website now said that my loan had been sold and gave me an incorrect customer service number for Loancare XXXX. After finding the correct number ( and calling XXXX to let them know the number on both their website and customer service line was incorrect, ) I spoke with Loancare who informed me that my payment had not been processed and was now late. I was informed by Customer Service that there were no late fees associated with it - in fact that no late fees could be associated with my account for 60 days after the sale - however, there is a one time payment fee on a sliding scale depending on how late your payment is. For payments 1-4 days after the due date there is no fee, 5-9 days is a {$5.00} fee and 10 days or more is a {$10.00} fee. They say this is a one-time draft fee and not a late fee, although I 'm at a loss to understand how this is n't a late fee in disquise. I made the payment to Loancare electronically - including the additional {$5.00} fee - because I wanted to make sure my account is up to date and I feared racking up any additional " fees. '' Their Customer Service Department said that they can not waive that fee and I should look to XXXX for reimbursement ( which does n't make a lot of sense. ) I believe that the " processing fee '' for late payments is in fact a " late fee '' illegally charged to customers during a confusing and poorly managed loan sale.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-07

Garrett Park, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-11-05

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage with XXXX Bank of XXXX PA has been transferred to Loan Care XXXX of XXXX XXXX XXXX Their customer service is unacceptable. They are inaccessible by phone ( long waiting times ) and their web site does n't function. Have n't been able to set up auto pay. They have horrible ratings by customers on various web sites with very unscrupulous practices such as charging unwarranted late fees and failing to pay escrow insurance and taxes in a timely manner. Look them up on yelp. Do I have any recourse other than refinancing?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-05

Mesquite, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I purchased a property with a note serviced by LoanCare Account Servicing. I made the first mortgage payment in XXXX. In XXXX I saw that they had taken multiple payments out of my bank account. Phoned them and spoke with XXXX XXXX at XXXX XXXX XXXX ext XXXX and she said it was a mistake, possibly a software glitch. XXXX XXXX promised me that the extra {$10000.00} would be returned and that she would call me no later than yesterday. Now she wo n't return my calls or my money.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-04

Cuyahoga Falls, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-04

TX

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: LoanCare is reporting I was 30 days late on my mortgage in XXXX XXXX and was sent to the bureaus on or about XXXX. I pay every month, and pay extra nearly every month as safe measure so that my credit is preserved. A senior representative named XXXX ( XXXX ) had told me over the phone on XXXX XXXX that no lates would be reported. On XXXX XXXX, I had received word that XXXX30 day lates were being reported on this account. On XXXX, I spoke with XXXX XXXX and she was unwilling to begin the process of removing all derogatories from being reported, and felt the reporting was accurate and valid. She claims that the note requires I pay each month in full. Since XXXX was short of the full payment, they held this money 'in suspense ' and reported I did n't pay. So they held onto my money and did n't apply any of it to my mortgage upon receipt. Here are the terms stated in paragraph XXXX of my note ( Payments ) : 1 ) " I will pay principal and interest by making a payment every month '' & lt ; I DID THIS & gt ;. 2 ) " I will make my monthly payments on the first day of each month beginning on XX/XX/XXXX '' & lt ; payment is always received between the XXXX and the XXXX, and never 30 days late & gt ;. 3 ) " I will make these payments every month until I have paid all of the principal and interest and any other charges described below that I may owe under this Note. Each monthly payment will be applied as of its scheduled due date and will be applied to interest before Principal. If, on XXXX XXXX, XXXX, I still owe amounts under this Note, I will pay those amounts in full on that date, which is called the " Maturity Date. '' '' & lt ; in compliance to-date & gt ;. 4 ) " Each of my initial monthly payments will be in the amount of U.S. {$960.00} '' & lt ; I always pay over that amount & gt ;. So, the note terms have been met, but they are unwilling to change how my monthly overages are applied, as well as apply money that 's been sitting in 'suspense '. This is a violation of my Fair Lending rights and the rights of others whom they have extended credit. There was one incident which may have provoked this. I changed banking institutions that month for my personal checking account. Through online bill pay, I requested XXXX of XXXX payments to go out in the amount of {$1000.00}. XXXX XXXX XXXX XXXX sent the check out from their warehouse to LoanCare. LoanCare made ONE ATTEMPT ( verified by the credit union ) to deposit this check and it was denied by the credit union. The credit union admitted they made a mistake, but did n't know why a XXXX or XXXX attempt was not made. Attached, is a letter from them stating their error. Even so, I 'm still in compliance to this note. If extra monies made each month were made in whole or part to escrow, I should also still have more than the minimum required in there, too.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-04

PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I was off work for several months due to a medical issue causing all of my bills to be past due including my mortgage. When i called to make a payment to attempt to reduce the delinquency they refused to take a payment unless i scheduled 2 payments since i was past due. I scheduled the 2 payments in XX/XX/XXXX letting my utilities go which lead to them being turned off. i need to make the full payment on the utility to get the service back on leading to additional missed mortgage payments. I submitted a payment in XX/XX/XXXX and again in XX/XX/XXXX via XXXX. They rejected and returned my XX/XX/XXXX payment have have refused to accept my payment. I need to move my missed payments to the back of the loan and i have submitted a financial statement to them hoping they will work with me. I am back to work and can make payments going forward- but I can not make up the past due amount. I can also schedule monthly or bi-weekly payments if they will work with me -I just can not submit the amount they are asking that is past due. I do n't want to lose my home and need help working out a repayment plan with them.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-03

Carrollton, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-02

Fair Oaks, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-02

Saint Marys, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-02

Soquel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I made my monthly mortgage payment ( due XX/XX/2015 ) to LoanCare ( XXXX XXXX ) on XX/XX/2015. I have a pdf of the bank statement showing this was sent ( provided to LoanCare ). The bank showed they did not cash the check so I had it resent. I asked them to remove the late charge from my account as I did send my monthly payment. LoanCare replied on XX/XX/2015 From : XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; To : XXXX XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX Sent : Wednesday, XXXX XXXX, 2015 XXXX XXXXSubject : RE : Delinquent Notice in Error ( XXXX ) Reference number : XXXX Please use this ticket number in any correspondence with us. Subject : Delinquent Notice in ErrorDear Valued Customer, Thank you for contacting us. Our records indicate your mortgage payment was posted to your account on XXXX and was backdate to the date received on XXXX/XXXX/2015. Also the late charged of XXXX was waived off your account on XXXX/XXXX/2015. Please allow more time for your XXXX payment to post to your account. Please feel free to contact us if you have any additional questions. Sincerely, Customer SupportXXXX XXXX, VA XXXXOn XX/XX/2015 I received a mailed letter dated XX/XX/2015 that I owed a {$25.00} returned check fee. I emailed them on XX/XX/2015 and XX/XX/2015 ( as they had n't responded ) the following : From : XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; To : XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; Sent : Saturday, XXXX XXXX, 2015 XXXX XXXXSubject : Re : Delinquent Notice in Error ( XXXX ) Customer Support, I am now receiving a bill from you for a {$25.00} returned check fee ( letter dated XX/XX/2015 ). I do not understand why I am receiving this. You sent me a notice stating you never received my original payment. I had the bank cancel that check and reissue the same payment. You sent me the note below that the late charge was waived and now you are charging me a returned check fee. This is all due to your inability to cash a check you had for almost three weeks and sent me notices stating you never received it. Please remove this returned check fee from my account. Thanks, XXXXTo date, I 've received no response from them.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-31

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I consistently made payments on time. Beginning in XXXX 2015 my payments started not to be posted to my account. In XX/XX/XXXX I started getting calls from myloancare saying my XXXX payment was not made. The phone calls were automated, without opportunity to discuss. I sent an E-Mail to [email protected] with evidence of the payments. I received a ticket number and automated response, but to date have not had acknowledgement of the payments made in XXXX and XXXX. There are now five payments sent with confirmation from my bank, but myloancare does not respond to my inquiries, and continues to make automated calls to me. I called on XXXX of occasions, and only once was I able to get through to a customer support representative. I provided the ticket number sent to me, and all related detail with no results. The customer support representative refused to allow me to speak with anyone that could actually help resolve the issue, and essentially said that the phone calls would continue until the issue was resolved. I asked to work with someone that could resolve, but was refused.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-30

Cocoa, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response