LoanCare, LLC

2019-09-17

Livingston, MT

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

2019-09-17

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Myloancare was servicing my mortgage that started in XXXX of XXXX by XXXX XXXX XXXX. I was set up for autodraft and they took my XXXX payment electronically for {$1100.00} I received a letter saying my mortgage had been taken over by XXXX and when I called, they told me that my EFT would not work and it had to be re-set up. This was XX/XX/XXXX and my payment was due the XXXX. They said I did not have to pay it, because they would allow 30-60 days during the transition. However, I know that they will still be charging me interest, so I made the {$1100.00} payment to XXXX on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX XXXX, serviced by Myloancare ( loan number was XXXX ) withdrew {$1100.00} from our checking for the XXXX payment. It has been a nightmare to try and get these funds back. 13 days later and I can not get anyone to return my call. I have received communications from a XXXX XXXX via phone and email trying to track down my money. I sent copies of my bank statement to XXXX XXXX. Finally XXXX said they found the money but would only mail me a check and they refused to do an electronic transfer and when I requested by voice mail for an overnighted check, no repsonse. I even left a voice mail for XXXX XXXX who is the CEO of the parent company and not even a courtesy response.
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

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Misapplied funds for escrow and as an extra payment. Charged late fee because my payment afterward was considered a shortage and that they will not remove. Continue to hold up my PMI being dropped after reaching 76 % of LTV ratio, because of the misapplied funds and late fee. Always say they will put in a request to resolve it, and turns out even more screwed up. I am never able to speak to someone that knows what they are doing. They received my account in XXXX and still have not been able to get it right. I had 7 Misapplication Reversals and Reapplied payments in XXXX. This caused XXXX to be considered late because they put these funds in a holding account. XXXX just got reported as being late on my credit reports, because they never removed the funds from the HOLD account to apply as my mortgage payment. And I called them 3 times within this time frame to make sure they would remove the late fee and apply XXXX. I submitted a complaint to the XXXX. After reporting to the XXXX I still received a stock response : Please accept this as written confirmation that LoanCare , LLC received the complaint on behalf of the consumer. Please be assured that we take such matters very seriously and LoanCare 's Office of the Customer is investigating the claims made. We will provide a written response to the consumer upon completion of our research. I never received that written response and again received a standard reply to my complaint. I rejected the response from the XXXX. I had to write again because the issue still isn't resolved. with this request, they asked me to send them copies of my bank statements to show them I made the payments on time and that the payments weren't returned. This was very insulting as I'm grateful I can pay my bills each month. However, I sent them my bank statements to see if we could finally get this issue resolved. I am requesting the removal of PMI from my mortgage due to reaching 75.6 % LTV. I need to have " payment has been paid past your grace period one time in the last 12 months '' removed so it doesn't trigger another denial of PMI removal. I made payments on time. I paid my Escrow payment on XX/XX/2019 for the full amount of {$650.00}, which was applied to the principal balance. I paid XXXX on XX/XX/2019 in the amount of {$1800.00}, which was the amount stated after escrow payment was applied. However, since escrow was not used, this payment was considered a short payment and put into a holding fund. I never received any notice that this occurred. I paid XXXX payment on XX/XX/2019 in the amount of {$1800.00} because I assumed my payments would return to the amount before escrow was readjusted. Again this payment was considered short and move to a HOLD account. I called on XX/XX/2019 to inform of the error, and the representative told me I had to pay {$32.00} to resolve the short, which was before the end of the 15 day grace period. I was charged a late fee because the Short payment of {$1800.00} was never removed from the HOLD status and added to the {$32.00} I paid. I called again around the end of XXXX to have this late fee removed, and the representative said she would resolve. The late charge was fixed ; however, I received another one in XXXX ; because again they failed to remove {$1800.00} from hold status. It was not until I called on XX/XX/2019 that a rep noticed that there was {$1800.00} on-hold status and finally resolved the XXXX payment. We also got the late fees removed. However, the late payment passed 30 days was reported to the credit unions. I need to have those resolved ; because every payment has been made on time. Also, under my PMI information statement, it is reporting that I made one payment past the grace period ; which again needs to be removed. I should currently have no missed payments and be eligible to have PMI dropped after reaching 75.6 % of my LTV. I would like to have a refund for the amount that I've paid past the 80 % LTV required to remove PMI, and my monthly payment should be adjusted.
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

Beacon Hill, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our home loan was sold to LoanCare, and back at the end of XXXX, we were informed that this would be happening. We were going to be taking vacation in XXXX, so I called to try to set up auto-pay. Our info wasn't in the system yet, but the person I spoke told me that it wouldn't be a problem and we'd be able to figure it out later. At the beginning of XXXX we received a note that our loan was finally in the purview of LoanCare. By the XXXX of XXXX we began getting foreclosure notices. Unbelievable. This is how they run their business? How many of your loans go into foreclosure this way LoanCare? How much money do they make this way? How many people are on the street because of their predatory ways? We've been able to resolve this issue with them, however I'm reporting because they should be investigated. If this is a pattern, then many people are suffering because of 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

2019-09-17

Crystal Hills, CO

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

City Of Sunrise, FL

Trouble during payment process

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

2019-09-17

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

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare aquired my loan and from the beginning they said that my aut payments would not change but that was a lie. They cancelled my auto pay without a call or letter, I called them they said my auto pay was voided and now I am behind. So I started sending checks, then XXXX they out of the blue cashed the check as well as took an auto payment that they said they cancelled. I called them and they said they do not see an auto payment, but I have proof from my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

Glendale, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received notice my loan was being transferred from XXXX to Loan Care. I then received a bill from XXXX mortgage. I suspected fraud because the letter from XXXX did not mention XXXX. I called XXXX. They told me I was actually one month ahead on my payments. That my XX/XX/XXXX payment would actually be my XX/XX/XXXX payment. I have sent in a payment each month this year. I was actually told I am a month ahead of schedule. I then called LoanCare and gave them my email address to contact me if there were any problems. In XX/XX/XXXX I called just to check the status and I am told I owe since XX/XX/XXXX and my mortgage is in collections. I have sent receipts of all of my payments. I need this straightened out ASAP. By my accounting I should be one month ahead of payments. Loan Care is showing me due from 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

2019-09-16

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been charged a Draft Fee based on the following schedule without notice by MyLoanCare/XXXX : One-Time Draft Fee Schedule On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00} I was not notified a change in charge for a online payment fee. This fee was not on the original agreement, or any other agreement that I have signed. In my statements, the document reads that I have up to 16 days till a late fee in is incurred, which is what was agreed upon for the loan. The Draft Fee that XXXX is imposing it just a disguise for a late fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

Shulerville, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/2019 i was notified by loan care llc that i was behind on my payments. it was found that they went to XXXX. they said they were going to reverse the payments any apply them to their new loan number for me. As of XX/XX/2019 those funds still have not been applied, i've just been told it takes time ... i dont understand how after 3 months they still can not get the funds applied. i was told by a rep to send in my bank statements which i did on the website and still have not heard anything back. i was told that this would be resolved on XX/XX/2019 and it still hasnt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-16

Williamston, MI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I closed on a refinance on XXXX19. Loancare was my new ( as of XXXX19 ) loan servicer. My closing/escrow/title company received a payoff dated XXXX19 which was good through XXXX19. Title company wired the payoff to Loancare ( on XXXX19 ) as outlined on the payoff statement. I then ( weeks later ) received a pastdue notice from Loancare. Called this morning ( XXXX19 ) and was informed by Loancare that the payoff funds were either returned to the title company or the wire was refused. The title company never received any funds/refused wire from Loancare. Loancare is unable to tell me how they returned the funds. At this point Loancare states they refused the payment from or returned the payoff funds to title. Title does not have the money. My account is now showing severely pastdue, with additional interest accruing daily as well as penalties for nonpayment. My payoff statement which was good through XXXX19 was for {$240000.00}. A Loancare rep stated the payoff should have been for {$250000.00}. This is a shortage of XXXX which was due to a tax payment made out of my escrow account on XXXX19 ( after the payoff statement was issued and before it was sent by title ). I ordered a current payoff from Loancare today and it now says {$250000.00} if paid by XXXX19. Title does not have the funds refused by/returned by Loancare. Loancare does not have proof that they refused/returned funds. Title rep told me today that Loancare rep was supposed to c all them back last Friday ( XXXX19 ) regarding this and no one ever called the m ( this is new information as I just found out this morning about the entire issue ). I am getting the runaround from Loancare when I ask to speak to someone who can verify/track the funds supposedly returned to title co. My payoff was dated the XXXX and good thru the XXXX. My title co wired it the XXXX. If Loancare refunded the money back to title or refused the payoff they should be able to show proof of that wire that was sent or proof that they refused the incoming wire from title. I have no history of missed or late mortgage payments. I typically pay early and pay extra. This is beyond frustrating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-15

Midway, GA

Struggling to pay mortgage

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

2019-09-15

Pasco, WA

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

2019-09-14

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced my loan and the funds came out of rescission on the XX/XX/XXXX, the title company wired the funds to the lender on XX/XX/XXXX for the payoff but they had transferred the servicing to loan care at this time. So onXX/XX/XXXX XXXX wired the funds to Loan care. On XX/XX/XXXX I called Loan care and they could not find the wire so I called XXXX back and they again confirmed that they wired the funds to Loan care on the XX/XX/XXXX. I was told I had to get the wire confirmation from the title company to help Loan Care located my funds, which I did and they were able to " find '' them. They told me the payoff would post that night on the XX/XX/XXXX. I told them that they needed to backdate the payoff for the date that they received the wire, and not the day that they found it. They said they do not have to and wont. I asked to speak to a supervisor and he agreed that the payoff did not have to be backdated. The funds were originally received for the payoff on the XX/XX/XXXX by XXXX and sent to Loan Care on the XX/XX/XXXX. I should not have to pay interest because they couldn't find my payoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Niverville, NY

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

2019-09-13

Bayway, NJ

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: Hello- Last year I was struggling financially. In XX/XX/2018 I applied for a mortgage modification. In XX/XX/2018 I received a letter from an attorney stating that my home was in foreclosure process. NOT THAT IT WAS IN FORECLOSURE but that the process had started and that was my notification of what was happening. I was very confused because the mortgage modification was supposed to help me. I wrote the attorney and asked for an explanation and disputed the debt because of the modification. They responded and said that the file was " on hold '' due to the modification process. Fast forward a few months and I made my trial payments on time. I get approved for the final modification but the attorney is saying the Mortgage company told them to keep the file open. The file is not closed but rather open and I am being reported as foreclosure to the credit bureaus. ( See Attachment from XXXX ) XXXX is reporting me as having a foreclosure. The FACT is that I NEVER went to the FORECLOSURE process. I tried to fix my situation before it got to that point. I am not disputing I had trouble paying my mortagage but I tried to remedy the situation and I am being penalized. I was told by a Loancare representative XXXX XXXX that once the modification went through the loan would be reporting as current and that it would never say foreclosure. I was also told that it might even erase some of the late payments dating back to when I started making the trial payments. I never was scheduled for a sheriff 's sale or even given a date. Attachements are letter from attorney and XXXX letter declining me from a business credit card. As an AMerican who is a XXXX I want to be given a fair shot and I think that this is a violation of the Fair Credit Reporting Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Payment Errors : I made 4 payments to XXXX XXXX, XXXX. c/o LoanCare , LLC in XXXX and XX/XX/2019. XXXX credited the first 3 payments on the dates received, then reversed the payments on XXXX and credit the third payment as the only payment made before selling the mortgage. The payments have now been credited to my account, but I can not get them credited to the correct dates -- costing me hundreds in interest. I spoke to both XXXX and the new lender ( XXXX ) who incorrectly told me dates don't matter, and that I would never get the dates changed. I sent both servicers certified letters documenting my payments. XXXX did not reply to my written complaint and XXXX replied, but said they don't see any problems. 1 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$42000.00}, which should have been credited to principal. This payment was initiated directly from the XXXX mortgage website ( XXXX XXXX XXXX ). This payment was not credited to my account until XX/XX/XXXX. 2 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$27000.00}, which should have been credited to principal. This payment was initiated directly from the XXXX mortgage website ( XXXX XXXX XXXX ). This payment was not credited to my account until XX/XX/XXXX. 3 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$1900.00}, which should have been credited as a normal payment. A check was mailed to XXXX XXXX, XXXX. from my credit union. This payment was not credited to my account until XX/XX/XXXX. 4 ) On XX/XX/XXXX I paid XXXX XXXX, XXXX. c/o LoanCare , LLC the amount of {$1000.00}, which should have been credited to principal. A check was mailed to XXXX XXXX, XXXX. from my credit union. This payment was not credited to my account until XX/XX/XXXX. Failure to provide accurate information regarding mortgage servicing transfers : XXXX XXXX, XXXX. c/o LoanCare , LLC failed to tell me that my loan was being transferred to XXXX prior to the transfer. When I called XXXX XXXX, XXXX. c/o LoanCare , LLC on XX/XX/XXXX, I was told that XXXX received my loan on XX/XX/XXXX and XXXX staff told me they could no longer help me, because I wasn't their customer. After I complained via phone to both companies, I received a letter from XXXX dated XX/XX/XXXX ( the date I called ) letting me know that they would be taking over my loan on XX/XX/XXXX. Both companies told me it was my responsibility to work with the other company to resolve my payment errors, even though by law they're supposed to work together to correctly credit payments made during the transition period. I have attached the letter I sent to both companies in XXXX.
Company Response: Closed with explanation

Timely Response

2019-09-13

Denver, CO

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

2019-09-13

Cuyahoga Falls, OH

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

2019-09-13

Bellaire, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I had a tax refund for an over payment of taxes as I was approved for a XXXX exemption for tax year 2017 forward. I requested the mortgage company to provide a letter to allow the refund to come to me directly. They declined to provide even though they are withholding the maximum amount per law according to my calculations. I have called the loan service provider and submitted multiple requests in writing to provide the refund. The loan provider is now holding my refund in escrow and I have been told that I I will not receive a refund as I have not paid yet for this months mortgage. I believe the company is in violation of the law regarding the maximum escrow withholding. I also think their policy to not allow a refund of this nature to go directly to the mortgagee will many times result in a violation of the law in this area. I am only 13 days behind on this loan, it is unacceptable that I was told I would not be refunded monies owed to me because i was not current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Kissimmee, 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

2019-09-13

Elizabeth, NJ

Communication tactics

Debt collection: Mortgage debt

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

Timely Response

2019-09-12

Country Club Hills, MO

Trouble during payment process

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

2019-09-12

Montague, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Loan number : XXXX Hello, I'm filing this complaint, against LoanCare, as I have been unable to move my request for a loan modification foreword in any manner whatsoever. My first attempt to resolve my foreclosure began in XXXX of 2019. I submitted all required documentation and nothing happened. LoanCare simply let that modification request lapse. My second attempt to resolve this matter with them began on XX/XX/XXXX and submitted ALL required documents, for review on XX/XX/XXXX. I WAS able to confirm that the documents were uploaded on XX/XX/XXXX, but they were unclear as to which documents were actually recieved/missing. Since then, I have not been able to get a straight answer from them on any question that I have, whatsoever. I have contacted them over a dozen times in the last 30 days - all to no avail. I need your assistance in getting them to formally engage me and conduct a thorough and legal review of my request for modification. My ex caused a very serious financial issue with me, which is my reason for falling behind in the first place. That issue has been resolved, I have more than enough income to support returning to making my payments and I'm simply trying to do the right thing. Please assist! Thank you so much..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response