LoanCare, LLC

2019-09-20

New Britain, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Havana, FL

Communication tactics

Debt collection: Mortgage debt

You told them to stop contacting you, but they keep trying
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: LoanCare took over my mortgage when XXXX went bankcrupt. I have never missed a payment and they have cash all my checks or processed electronic payments. They did not credit it me the first payment made for XX/XX/XXXX, the check cleared the bank XX/XX/2019. I have been trying to resolve this for months and have sent copies of the checks 4 times and talked to them for hours. They promise to fix it but never do not, they are charging me late fees. I have spent hours and hours on hold. I have documented everyone I talked to or e-mailed. I am at wits end to know what to do any more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Berry Hill, TN

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I believe Loancare , LLC is committing mortgage fraud and accusing me of defaulting on my loan. In fact, I have been paying the full amount owed, on time. In XX/XX/2019, my monthly mortgage payment increased in order to replenish my escrow account which was depleted due to tax payment. I didn't realize it had increased because that notice came in the exactly same envelope that my monthly statements come in, and I had just assumed my monthly amount was the same. It wasn't until XX/XX/XXXX that I realized the problem, after they started calling me daily using an automated message and sent me several threatening pre-foreclosure notices. I found the old letter regarding the increase to my payment amount which said that I could pay my escrow shortage in a lump sum which would increase my monthly payment from {$2000.00} to {$2000.00} or I could not pay the lump sum which would increase my monthly payment to {$2100.00}. I decided to take the first option. I immediately took steps to resolve this issue. I calculated the amount I owed Loancare because I had been underpaid my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments ; on XX/XX/XXXX, I paid that amount plus late fee charges for a total of {$650.00}. Also on XX/XX/XXXX I paid the escrow shortage amount of {$930.00}. I then changed my monthly payment amount to {$2000.00} so that my payment for XX/XX/XXXX onward would be that amount. On XX/XX/XXXX, I spoke to a customer service rep named XXXX who assured me I had done the right thing, made the correct payment amounts, and confirmed that my monthly payment would now be {$2000.00}. He said the issue would be resolved by XX/XX/XXXX. I again spoke to a representative on XX/XX/XXXX because the daily automated harassing phone calls started again. That rep made a notation to stop the phone calls and said the issue was still being resolved but would be resolved by XX/XX/XXXX. The phone calls continued in XX/XX/XXXX and XX/XX/XXXX and I spoke to a representative again in late XX/XX/XXXX or XX/XX/XXXX of this year. That rep was not particularly helpful and made me feel responsible for them not being able to resolve the issue. He said my case was a unique situation that they didn't have a process for and they had to create a new process, but that it had been resolved on their end and just needed to be " processed. '' He wouldn't give me a date for resolution, and he said that their systems hadn't caught up with each other which is why I was receiving daily calls. Most recently, in a letter dated XX/XX/XXXX, I received a letter that had a returned check of amount {$2000.00}, and the reason given is that they said this represented less than half the amount due. On the same day, I received a letter that said my loan was in default but to cure the default I could pay {$2000.00}. I am absolutely baffled on how to resolve this. Every time I call their representatives, they say this is being handled and that I should just continue to pay {$2000.00}. Now the company is rejecting that payment amount and accusing me of being in default. They have reported me to the credit bureau as well. I have done everything I can to resolve this and do exactly what their representatives tell me to do but I am very concerned that this won't resolve because they are using predatory practices and their system is set up to keep me continually in default. I am not attaching documents at this time but I do have supporting documentation for all of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Glendale, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: We have had our mortgage with Loancare since XX/XX/XXXX and are in the process of selling our home and purchasing another. When I called to make our XXXX payment, I was not able to use the automated system and was sent to a customer service representative who proceeded to tell me that there was a partial payment that had been made on XX/XX/XXXX, that had bounced back, which was not at all the case. I went round and round with this person and then was handed off to three more people, who did not have any idea what had occurred with my account. This made me very uneasy as I thought that perhaps there was some fraudulent activity. I made my payment that day and never heard back from Loancare in regards to what had transpired. Fast forward to yesterday, when our lender for the new home called to tell me that we had a 30 day late payment show up for XXXX with Loancare. I called them and once again was given the run around. I have verification that they reported us as on time to the credit bureaus on XX/XX/XXXX, as I check my XXXX XXXX profile all of the time. What ended up happening is my husbands uncle paid our XXXX mortgage to help us bridge the gap financially as we had a long road in regards to selling our home. I found out YESTERDAY that payment had bounced back and created a domino effect. I did not receive one piece of mail from Loancare, nor did I receive a call regarding this, at any time, prior to piecing it together yesterday, XX/XX/XXXX. They conducted an internal investigation on our account on XX/XX/XXXX, I spoke with them a week later to make my payment and they reported on XX/XX/XXXX that we were current. All I want is for the late payment to be removed from my lenders report and would like a letter from them acknowledging that it has been removed. We are set to close on our home sale on XX/XX/XXXX at that time this loan will be paid in full. As you will be able to see with the attached documents and screen shots, there was zero communication regarding the XXXX payment bouncing back. I have a statement dated XX/XX/XXXX showing that we had the XXXX mortgage due by the end of the month. There is nothing on this statement showing a past due payment. The screenshots that I have attached are from last night and today, showing that we are current and that they reported this on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was recently sold effective XX/XX/19 from XXXX XXXX to LoanCare ( " XXXX XXXX XXXX '' ) and I was informed there is a 60 day grace period for me to pay my mortgage to LoanCare. Despite the grace period, I have received physical mail at least four times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( maybe I have misplaced other mailings ) ) from LoanCare saying my payment was late. All this mail is obnoxious considering I know I have the grace period, but might be distressing to someone else who is confused by the fact that the company has sent so many notices. I have made the payment now, and would have set it up before the due date, although their website would not allow me to set up the payment earlier. I suspect these mailings are not illegal, but want to make the complaint in case there is grounds for reprimanding Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Santa Ana, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The XXXX family applied for a loan modification on XXXX. They called in multiple times for updates and each time they called in they were told the package was in review and nothing was being requested. On XXXX we called in and spoke to XXXX in Loss Mitigation and she said there was NO package in review nothing was ever received and that my home would be going to sale. I have the email trail showing this info was sent in, ( Please see attached ) and that my file was being reviwed There is no excuse as to why this has happened. My sale date is set for XXXX. The inability of XXXX XXXX/Loan Care to receive a simple Email/facsimile or simply maintain a file is inexcusable. Not only did I timely send the information, but a successful confirmation was kept as a record. The number of times that I spoke with XXXX XXXX/Loan Care to check status of my file should extinguish any opportunity to excuse their behavior. Between the misplacement of our financial documents and the poor communication from XXXX XXXX/Loan Care, it is clear that they simply do not want to review our file for a possible work-out solution. The events described above are just a sample of the practices that are taking place at XXXX XXXX/Loan Care. They appear to be more interested in foreclosing on my home and fire selling it at auction to make a profit. It appears that their lack of participation in a meaningful modification review of our file indicates a preference to profit directly from our hardships. We are demanding our file be properly reviewed or we will file a complaint in civil court with the following causes of action- Negligence, Fraud, violation of California Business and professions code 17200, intentional infliction of emotional distress, and promissory estoppel. My family has been discriminated on based on our race, ethnicity, language and national origin. We will name XXXX XXXX, XXXX XXXX, and XXXX XXXX as defendants in this civil matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Lannon, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Kelso, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received an automated phone call from loancare to return their call regarding my mortgage account. I called them back and a lady said that I posted my payment for XX/XX/XXXX which would have been a day late. So, I had her cancel the payment for XXXX XXXX and paid it on XX/XX/XXXX. Before getting off the phone with the lady I made her double check to make sure the payment for the XXXX was cancelled and she assured me that it was. Yesterday, XX/XX/XXXX my husband stopped to get gas on his way home from work and his debit card was declined. He checked his account and it was over {$1000.00} overdrawn. Loancare had processed the payment for the XXXX. I then called them again on the XXXX and they said I had to submit proof that it was taken out of our account. So I emailed them our bank statement right then. Then I called again this morning. XX/XX/XXXX. I spoke with a manager. He told me that they had to file a reverse payment request and that it could take up to 5 days to process. So now my husband 's bank account is over ONE THOUSAND DOLLARES overdrawn plus an overdraft fee. Now he can not get gas for work and we cant pay our other bills or buy groceries. I checked on the XXXX and they are not accredited and have so many complaints. Something needs to be done about this mortgage company especoally since they are handling cha mortgages etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

San Gabriel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was transferred from XXXX to LoanCare ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX ). Per my bank statements ( emailed to LoanCare ), there was a {$2500.00} payment on XX/XX/19, {$2500.00} payment on XX/XX/19, and a {$2500.00} payment on XX/XX/19. I received a late fee notice in early XXXX from LoanCare. That's when I realized LoanCare has not recorded my prior 3 payments of {$2500.00} even though the money was cashed by LoanCare. These {$2500.00} payments were cashed by LoanCare on XX/XX/19, XX/XX/19, and XX/XX/19. Per customer service recommendation, I emailed their support along with all bank statements that showed the three {$2500.00} payments. I received an email back stating that LoanCare did not see any issues and that my case my closed. I called LoanCare back ( XX/XX/19 ) and explained again my scenario. Support ( XXXX ) stated that they are now seeing the three {$2500.00} payments, but it was applied to an old loan number. I told XXXX at support that I wanted to a pay off amount today. However, he said he could not give me a payoff amount until these 3 missing payments were resolved and it would probably take 14 days to resolve. I originally asked for a pay off amount when I first called LoanCare on XX/XX/19 because of the late fee notice. I am now expected to wait another 15+ days until they resolve the issue. LoanCare will be charging me interest on my loan for the next 15+ days. LoanCare should not be charging me an extra 15+ days of interest if they made a mistake on their end. LoanCare has damage mine and my wife 's credit score because they reported our mortgage as late. It seems like thousands of others have reported the same things : https : XXXXXXXX XXXX After my experience and reading all the similar reviews online, I believe LoanCare is deliberately conducting immoral and illegal business practices to scam others to pay more fees and interest on their loans. -- -- -- -- -- -- -- This is one example of my many phone calls to LoanCare : Called support line and asked to speak to a supervisor. She said ok and right after I heard her say " I'm going to hang up on this XXXX XXXX '' and then she hung up. This occurred XX/XX/19 approx. XXXX Confirmation # XXXX. Her name was XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Kansas City, MO

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

HI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In early XXXX, 2019 I was advised by my Mortgage Company, XXXX XXXX that my mortgage had been transferred to Loan Care and that I should make mortgage payments to them in the future. I was advised I had a grace period of 60 days, nonetheless I arranged to pay Loan Care by check on the XXXX of XXXX and XXXX and in XXXX by automatic draft from my checking account.. On or about XXXX I received a statement from XXXX that my escrow account, the balance of which was in excess of {$2400.00}, had been transferred to Loan Care. On XX/XX/XXXX I was notified by my insurance agent and by my homeowners insurance company, XXXX XXXX, that my premium of {$2300.00} had not been paid and it was going to be cancelled. I calked customer service at Loan Care and asked why escrow had not paid the premium, the agent told me it was my responsibility to pay the premium. My insurance agent advised to avoid a lapse in coverage I should pay and Loan Care would have to reimburse me. On XX/XX/XXXX I paid by debit card {$2300.00}, my insurance agent faxed a copy of the insurance policy with proof of payment and asked LoanCare Escrow to reimburse me. Loan Care advised me the policy did not include windstorm coverage and they were going to purchase that coverage and charge me for it. My insurance agent called and pointed out to Loan Care there WAS windstorm coverage as did I. I, nonetheless received a letter saying windstorm was being purchased. I called Loan Care escrow department and explained I needed to be reimbursed {$2300.00}, he got XXXX XXXX on the phone with us, they advised since I had paid the premium first when they later got payment from Loan Care escrow that payment was refunded to Loan Care. The agent advised he would see to it that I was refunded {$2300.00}. That was early in XXXX, I heard nothing thereafter.. On XX/XX/XXXX I mailed to Loan Care Escrow Department a letter demanding a refund on the format provided by CFPB It is now.the evenijng of XX/XX/XXXX and i have had no response from Loan Care. Please assist me in getting a refund of {$2300.00} that I paid out of pocket for a premium that should have been made from my escrow account which, by the way does NOT show the payment from XXXX XXXX to Loan Care escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Money has been misapplied several times After several calls to rectify the situation it continues Principal has been paid down to under 75 % of loan value and lender will not remove PMI Late charges have been applied to account after making more than double payments required. Have not been provided account info upon request
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Louisville, KY

Trouble during payment process

Mortgage: VA mortgage

Complaint: 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.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Jacksonville, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: LoanCare has not resolved an Escrow mis-calculation complaint that was submitted by mail on XX/XX/XXXX. The complaint was acknowledged by LoanCare on XX/XX/XXXX and followed up by a letter dated 35 days later on XX/XX/XXXX indicating that they had opened a research inquiry with the tax department and that they would be sending an update within 7 to 10 days. As of today ( XX/XX/XXXX ), we have not received the update that was promised by their letter to be given by the first of XX/XX/XXXX. As per the account information online at XXXX as of today XX/XX/XXXX, the escrow analysis still indicates a inflated monthly escrow amount of {$600.00}. This was calculated by the using the incorrect tax impound amounts supported by the documents that were sent to Loancare with the complaint. The notification of the error was originally emailed to Customer service in XX/XX/XXXX and later sent by letter on XX/XX/XXXX that was acknowledged on XX/XX/XXXX. Based on this erroneous escrow analysis, Loancare indicated that there was a {$2100.00} escrow shortage that calculated a new monthly escrow impound of {$600.00} ( up from the original amount of {$280.00}, a whopping {$320.00} increase! ) With the application of the correct tax impound, the shortage today ( since I have now made 2 mortgage payments with the impound amount calculated by using erroneous property tax information ) would be calculated at {$750.00}. Since LoanCare requires a minimum 2 month reserve, this translates to a new monthly escrow impound of {$330.00}. It appears LoanCare may be attempting to drag this resolution out, well past the RESPA 60 day requirement which is a violation of Section 6 of the Real Estate Settlement procedures Act, until I have made the XX/XX/XXXX payment with the erroneous impound amount. This could be an attempt to require me to pay the entire remaining shortage at that point of {$410.00} within 30 days because it would then not be required to be spread over 12 months as it would then be less than 1/6 of the yearly escrow projection. I hope that this is not the case, and has not been the intention of the company from the beginning. I am concerned because of the 100s of complaints that are readily available on line about LoanCare and their questionable loan servicing practices. This issue was originally brought to LoanCares attention by submission of the information through their online secure form email portal on XX/XX/XXXX shortly after the error was made in their escrow calculation they did on XX/XX/XXXX. This submission was never acknowledge and prompted the letter to be sent by mail on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

Aventura, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-17

Cherry Brook, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage servicing rights were transferred from XXXX ( in bankruptcy ) to LoanCare , LLC in XXXX / XXXX of XXXX. After the conversion, LoanCare misapplied XXXX payment and we ended up being past due. Neither my wife nor I realize that we were past due until a credit reporting service sent us a notification of new derogatory information on my SSN. LoanCare corrected the payment misapplication but did not correct the credit bureau report. We are in the process of applying for a refinancing but due to this error and subsequent inability, we have become subprime borrowers ( credit score went from almost 750 to XXXX ). LoanCare representative promised to request correction on XX/XX/XXXX. Today is XX/XX/XXXX and the request has not been entered. Spoke with them again and was informed that it can take up to 30 days to show up. In the meantime, we are paying higher interest rate ( to LoanCare ) and are not able to secure a new mortgage. We feel like we are credit hostages at this point, held to higher rate, as it is not in their interest to have us refinance. Furthermore, LoanCare representative stated that they can not guarantee that payment application error will not occur again and refused to take any responsibility for it. They do not initiate error correction right away. This means that people who do not realize how the process works may wake up to the fact that they have a late payment but it will be difficult to impossible to correct. This goes to the core of people 's ability to have correct information reported and fixed without needing to be experts in managing the process.
Company Response: Closed with explanation

Timely Response

2019-09-17

Marietta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response