LoanCare, LLC

2015-09-14

Val Verde, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage was sold to LoanCare. I have my loan payments to my mortgage/escrow account automatically deducted from my checking account each month. I ave never been late or missed a payment. I received notification from my homeowners policy holder XXXX that payment for my homeowners policy had not been received for the past two month and that my polcy was thus cancelled. I in no way was informed nor authorized any changes to my escrow account
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-11

Lynnwood, WA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-09-11

San Jose, CA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-09-09

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I sent a written request to LoanCare via email on XXXX/XXXX/2015, requesting to have an appraisal so my PMI can be removed. I have yet to receive a response and its now XXXX/XXXX/2015. I called in XXXX different days and XXXX times requested to speak to a supervisor and the Customer Service Agent refused. I would like to have an appraisal done, due to home improvements. I know my loan to value is well under 80 %. I am wanting to go this route rather then refinancing.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-04

Yeagertown, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX/loan care refuses to issue a payoff on a loan account
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-04

Pacific City, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I suspect a scam to prolong my PMI payments. I was advised that an appraiser will contact me in a month. It took over 6 months to get an appraiser scheduled. Then once completed, with a 25 % debt to value ratio, I was denied. It is now being reviewed, and it will take another 2 weeks for the results. Culprit Loancare - Escrow, XXXX, VA.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-02

Springboro, 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

2015-08-28

Smyrna, SC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Our mortgage was transferred to Loan Care when we closed on our home. Loan Care did not accurately project the property tax in our escrow analysis and when taxes were due we did not have enough in the escrow to cover it. Without contacting us, Loan Care advanced the additional amount to pay the taxes and added the shortage into our monthly payment as well as increasing our monthly escrow payment. Our mortgage payment had nearly doubled. The amount of taxes paid turned out to be incorrect. The XXXX had mislabeled our property so we reached out to them and they recalculated our taxes at our request. We received a refund for the overpayment and contacted Loan Care so we could apply the refund to our escrow shortage and adjust our escrow/monthly payment according to the recalculated tax amount. We have applied the refund to our escrow shortage but to date the corrected tax amount for our property has not been updated by Loan Care nor has our escrow/monthly payment been adjusted. We are still paying their increased escrow payment for property taxes that are more than {$1100.00} in excess of the actual tax amount. We have contacted Loan Care for resolution several times over the last few months. None of the customer service representatives at Loan Care have been able to help us, no managers or supervisors are ever available to take our calls and even though we have emailed the requested documentation to their tax department and followed up on that email, we still have not received any communication from anyone who will help us resolve this issue.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-27

Allentown, PA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-08-24

MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a loan currently held by XXXX, who purchased the Loan from XXXX. My mortgage has never been late and is consistently paid XXXX months in advance, but the escrow is now in discrepancy for over {$1400.00}. Let it be known that insurance and taxes are figured into the monthly loan amount. XXXX bought the loan from XXXX taking it over in XXXX of this year. In early XXXX I received a check from XXXX for about {$240.00} for an overage in my escrow account. I did n't cash it because later that month I received a letter of demand from the town demanding payment for a year of unpaid property taxes ; there was an obvious error and I did not want to compound it. I got in touch with the town to confirm they had n't received the taxes and then contacted XXXX to resolve the issue. XXXX paid the town taxes. I then received a letter from XXXX stating that my escrow account has a shortage {$1200.00}. I contacted XXXX to dispute and was told that it was not their issue and I had to take the issue up with XXXX. I contacted XXXX and XXXX stated that they were not responsible because they had the loan serviced by Loancare for a short time, approximately a year. I am currently awaiting a response from Loancare. The facts are that I have faithfully kept my end of the deal and have also gone above and beyond by staying XXXX months ahead of scheduled payment. The XXXX variables, property tax rate and insurance premiums, have been audited on a regular basis and my mortgage payments were adjusted to keep pace. For this discrepancy to occur my taxes would have to have doubled over the course of a year, they have not. It is striking that the amount that is in discrepancy is the same amount as the property tax payments that were never received by the town. Loancare, XXXX and XXXX have taken no responsibility to make sure all funds, that I have worked for and provided, were properly accounted for, transferred or distributed as they serviced and transferred my loan between themselves. They are now trying to force me to financially compensate for their error/errors.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-22

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-08-22

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my mortgage with XXXX XXXX XXXX and they transferred my new loan to LoanCare LLC. As I am accustomed to paying my mortgage ( previously with XXXX XXXX ) online within the grace period ( up to the XXXX of any month ) usually around the XXXX, I make a one-time bank transfer each month and never was charged any fee to do so. Today I find out that LoanCare will charge me a variable fee for this monthly ACH transfer and the fee is based on when I make my payment EVEN within the grace period. Fees are XXXX-XXXX day of the month, no fee ; XXXX-XXXX of the month {$7.00} and the XXXX-XXXX of the month it 's {$10.00}! I find this egregious, unfair and punitive, it 's punishing me for making my own decision on when to pay them and I should be able to pay up to the last day of the grace period if I choose without paying a tiered fee, or any fee for that matter for a simple ACH bank transfer. I do n't know if other loan services do this but I have never seen this before and have refinanced a few times in the last 6 years and no services made me pay these fees. Hope you can help me as I am stuck with this company unless I refinance again.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-21

Bethlehem, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: Yes Timely Response

2015-08-14

Arvada, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We closed on a refinance with XXXX XXXX Loans in XXXX 2015. ( XXXX XXXX ). Prior to the XXXX payment date XXXX sold our mortgage to LoanCare. My wife and I have been homeowners/mortgage consumers for over XXXX years and have never repeat never been late with mortgage payments. My opinion, following our efforts to have LoanCare properly credit our XXXX and XXXX payments, is that this organization would have to improve dramatically to be deemed incompetent. We had not received ANY documentation from LoanCare prior to the first payments due date. XXXX had notified us, in writing, that they had sold the loan but no new loan numbers were provided. My wife made the payment using tne ONLY loan number we had at that time. It was, of course, the XXXX loan number. My wife scheduled the payment that was due XXXX XXXX, 2015 through a " bill pay '' service with our bank that has never failed to work properly in the past. According to bank records, this check was cashed/deposited by LoanCare on XXXX XXXX, 2015. After multiple calls, with many people who have apparently been through no customer service training whatsoever, it was determined that our payment had been credited to an account carrying a LoanCare number that matched our XXXX refi loan number. Correcting this error would seem to be fairly straightforward however this has yet to occur. Both my wife and I, on separate occasions, have been assured that the problem was addressed AND that with new mortgages they will not report late payments for the first XXXX days. Upon returning from a business trip last evening, my mail contained XXXX notifications, both dated XXXX XXXX, that our loan was " in default '' and action needed to be taken. As of this writing, we are XXXX days into trying to receive recognition for PAYMENTS ( XXXX ) that we have made, in good faith, to an organization that seems to be procedurally challenged. My concern is this : once the XXXX day period has passed will LoanCare begin to report my wife and I to Credit reporting companies and damage our FICO scores? The fact that we have dutifully made our scheduled payments and made repeated efforts to work with them to assure these payments are appropriately credited and reflected in their records but have yet to accomplish this, would make errantly reporting negative credit information a serious and unwarranted attack on my wife and I. Should this occur, and my wife 's or my own FICO scores be negatively impacted because of their flawed processes, I believe that it could expose them to serious liability.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-12

OR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Our mortgage has been transferred again in XXXX 2015 from XXXX XXXX XXXX , XXXX to LoanCare, LLC XXXX XXXX, VA today I called to have the due date changed back to the XXXX of the month. I was told the company does not change due dates. So this means my payment will be reported to the credit bureau as being paid late, and lower our credit rating. The reason I ask for the due date to be changed back to the XXXX is because my husband gets paid once a month and it 's on the first day of the month. We always set up our payments for after the XXXX of the month to avoid being late on payments. It looks better on the credit report and a better credit score for better interest rates on loans. I just can not believe this or any loan service company can put our credit at risk like this. We work hard to have good credit and now LoanCare is going to hurt our good rating as they will not work with us on moving the due date back to the XXXX of the month. Thank you
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-07

Blossom Valley, CA

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

2015-08-06

Gentilly, LA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-06

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loancare sold my mortgage loan from there company to XXXX. While my service with Loancare, I made several additional payments to my principal to get my interest lower on my monthly mortgage payment. After several payments, it reduced my interest on my first principal payments by XXXX..increasing my principal by {$29.00}. When my loan was transferred, Loancare transferred the loan as if I never made any additional payments towards my principal. They even changed the first mortgage payment of my loan as a payment calculated off no additional payments. I have record of an official statement they sent before they reversed everything. They later transferred another lump sum of all additional payments I made. The lump sum was sent to the new mortagage lender stating I made the payments later.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2015-08-05

Ocklawaha, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-03

Oak Grove, OR

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-03

Asheville, NC

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

2015-08-01

Lk Buena Vis, FL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXXLoan # XXXXTo whom it may concern, Recently I enrolled for equity accelerator program, however, I change my mind and canceled it couple days later.I thought I have 90 days from the day after the enrollment. I do n't know that they count back in 2013. No boby explain for me before they reinstate my enrollment.I call to request enrollment fee to be waived because of the lack and unclear explanation. I though when I cancel the program the enrollment fee is not be charge That why I canceled the program. I am writing this email to request the {$290.00} enrollment fee is waive because I never use the services.the problems happened because of unclear explanation.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-31

Washington, DC

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

2015-07-31

Main Office, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Was charged a late fee of nearly {$40.00} on two occasions erroneously. The statements indicate that a late fee will be assessed if the payment is not received by the XX/XX/XXXX and in both cases the payments were postmarked by XX/XX/XXXX. I attempted to contact the servicer to find out their payment processing times in that I feel there was ample time for them to have received the payment, but do not believe that the payments were posted the same day as received. No one at the company was willing to discuss nor do anything to resolve the matter. I would opt to pay online but there is a fee to do so after XX/XX/XXXX. I pay my mortgage timely every month and do n't feel it is right to be charged {$80.00} in fees because they choose to sit on the payments for several days after receiving them.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-07-31

Garland, TX

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