LoanCare, LLC
Consumer Complaints
There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.
Complaints Page 13
2019-09-12
AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: on XX/XX/2019 I made an online payment from XXXX XXXX bank to MyLoanCare. The records online showed that the payment went through, however I found out on XX/XX/XXXX that the payment did not go through. I transferred some other funds XXXX XXXX to another mortgage because I thought that the payment for MyLoancare had already gone through. However since the funds were below by {$50.00} the payment had not gone through. I spoke to them on XX/XX/XXXX to see if there were any issues and I was not told about the NSF ( insufficient funds fee ) but then on XX/XX/XXXX I see there was a {$25.00} fee charged.
I politely asked to see if this fee can be reversed as I was paying additional amount and that I had not been behind on my payments ever. However I was told that they would not reverse this charge.
I politely asked to speak to a supervisor and they said the supervisor will also say no and I never got to speak to supervisor. I was just told the answer is no.
I dont feel that I should be charged {$25.00} dollars because of a bank error in regards to transfer of funds. The online payment system for Myloancare is never updated and it kept showing that the funds had transferred and the site was never updated until XX/XX/XXXX. I had even called to see if there were any issues with the payment and I was told that they payment had gone through. Because of their misinformation the insufficient funds issue arose. However I have to bear the fees, the amount is small but I am more upset with the way they treat a customer that has always paid on time and that they do not take responsibility for their mistakes and failure to update their website and account information shown on their website when I log in to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-12
Brookwood, OH
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
2019-09-12
Bisti, NM
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
2019-09-12
Cottleville, MO
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
2019-09-11
Beaumont, CA
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
2019-09-11
Ashburn, 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
2019-09-11
Willingboro, NJ
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
2019-09-11
Fontana, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I XXXX XXXX XXXX would like to formally complain about my mortgage servicer XXXX. I submitted my complete application for mortgage assistance about 2 months. I keep following up and I speak to many people seems that no one knows whats going on. They've been give me the run around transferring me all over the place. Finally today, they told me theres no time to review and that I hand a sale date set for XX/XX/2019. As you can see, I've been bounced around given wrong information not just by rep but by managers. They admitted to handling wrong our case and that he was sorry but that my house will go for sale on XX/XX/2019. I explain that I have a family and that we are going to be in the street and my mother is very Ill to be move suddenly but he did not show any sympathy towards my situation. I stated to him that I do not want to lose my home that's all we have and that I will be thrown out with my family and no place to stay he he did not care I felt very discriminated at that point. I don't understand why they would ignore my application all this time and they waited to get close to a sale date to tell me they didn't review my application. I ask why is he treating us like that I don't deserve to be treated fair like everyone else its clear to me that you are discriminating me he disconnected the call and left me with words on my mouth. They are not even allowing me to appeal. All I'm asking is a fair review and for my sale date be postponed so they can get a chance to review my package and review my current situation with and to stop discriminating me. If this does not go anywhere I am going to seek legal advice to see if I can sue my mortgage company. I give permission to Consumer Financial protection Bureau to speak on my behalf and get to the bottom of this I am scare to call on my own mortgage servicer.Please, help me I do not want to be thrown out on the street with my family. Yours truly, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-11
Saint Clair, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have two mortgage loans that were transferred to Loancare from XXXX earlier in 2019. Since then, I get a statement for one account but not the other and I have struggled with their online system because I can only access one account there.
I paid my XXXX payments by sending two checks together in an envelope along with clear directions on how I wanted the payments applied to two accounts. One check was applied and the other was not. The unapplied payment pertained to the only account I can access online and I saw that I did not get credit for the check. So to avoid further charges against me, and assuming they threw the check away with the envelope, I made another payment online. I was charged {$5.00} because it was considered late.
When my XXXX bank statement arrived, I found that the missing check was indeed cashed and I did not get credit on my account. So I made two XXXX payments for that account, one check and one online. I want the extra payment to be applied as my XXXX payment and also receive a refund for the {$29.00} charged to me for fees, {$24.00} for trying to pay by automated phone system and {$5.00} for them not crediting my account. I did speak with someone in their internet help department and she said she fixed the issue of not being able to view the second account online. It is not fixed. I can see the second account number on the drop down menu, but the account information will not open.
Also, I have received two calls from unidentified numbers with messages to c all Loancare about my account. One was from Hawaii and when I called, the number was disconnected. Somehow, my information seems to be in the hands of phone scammers now. I did e-mail a copy of the cancelled check to Loancare, but given the numerous complaints concerning them, I am not confident that my problem will be addressed without government assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-11
Seattle, 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
2019-09-11
Foothill Ranch, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loan was transferred from XXXX XXXX to LoanCare , LLC effective XX/XX/19. This was all well-communicated in advance by XXXX. I had already received a monthly statement from XXXX XXXX. I was unable to pay XXXX since they were no longer servicing the loan. There were issues, however trying to understand my obligations and pay LoanCare in a timely manner. First and foremost, I NEVER RECEIVED A XXXX STATEMENT from LoanCare or their subsidiary. I eventually figured out that I needed to pay them for XXXX when I tried to set up auto-draft on XX/XX/19 ( the first day that this was possible per their system ) and it told me I could not do this until I was less than 4 days in arrears on payment. How can they tell me I am behind when I never received a statement from them??? I paid on XX/XX/19 by telephone and then called them on XX/XX/19 to ask for a XXXX statement. I wanted this as documentation that I was supposed to pay them and for proper record-keeping. Their customer service could not provide it. They said I am to use the XXXX XXXX statement as my documentation. I responded that this makes no sense since I am paying LoanCare - not XXXX. They apologized and said they had no way to send me a XXXX statement. I then asked for an email as documentation and was told I would need to speak to a supervisor. I got a supervisor who then acted like she could not hear me and she hung up. Again : How can they expect to be paid if they didn't send out statements? I paid mine, but how many other people will miss their deadline because they never got a statement? Also, I do not know the terms of the transfer between companies. How do I even know if I really was supposed to pay for XXXX? Of course, I paid just in case because I figured it out, but their entire process of expecting payment without sending a statement just is not right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-10
Anastasia Is, 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
2019-09-10
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
2019-09-10
Juniper Hills, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Until recently I had my Mortgage loan with.XXXX XXXX XXXX. My loan was sold to Loan care. XXXX XXXX XXXX XXXX XXXX, VA XXXX. ( XXXX. So as of XXXX my new payment would be going to the new company. My loan is due on the XXXX of every month.
I noticed that no withdrawals had been made. On XX/XX/XXXX. XXXX I contacted loan care and asked if they had automatic deductions set up. For my account since my loan was rolled over and had auto deductions set up previously with XXXX XXXX XXXX They stated they did not. So I made a payment over the phone. Setting up the auto deduction with loan care representative.
When I checked my account I noticed two transactions were processed For {$2600.00} the auto deduction and the phone payment made.
I have been calling and submitting statements since XX/XX/XXXX, I have been getting the run around. I received an email that the bank statement I submitted was not sufficient, the next day on contacted them. I was placed on hold for over 45 minutes. When I asked specific instructions on what they requested I also got different responses.
On XX/XX/XXXX I received another email that they could not read the statement from the bank with its name and address clearly showing. So, that afternoon I went to my bank and got a signed letter head clearly showing everything they requested. Along with the two transactions that were processed.
On XX/XX/XXXX I called to check on the status and they stated that they could not read the copy from the bank, but the letter from the bank was ok. I advised supervisor that I had multiple copies Showing clearly the type transactions. She advised that this would be sufficient.
I have been waiting for my money to be refunded to my account but nothing. So I called on the XX/XX/XXXX. Meanwhile I have not received nothing via email that anything was needed. So when I called XX/XX/XXXX I asked to speak to Supervisor and she advised that I would have to call on Monday XX/XX/XXXX to get my tracking number. I thought that was strange. Because I know you receive that via email so I called XX/XX/XXXX speak with another representative and she tells me that have to provide another statement from my bank to show it was CLEARED. That is ridiculous it was not a check. It was taken from the company directly. XX/XX/XXXX I re- submitted another statement showing All of the information with the two double Mortgage withdrawals. I am very frustrated I hope that this can be resolved soon.
They asked on XX/XX/XXXX 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
2019-09-10
Patton, MO
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
2019-09-10
Temperanceville, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019 I made my XXXX mortgage payment via online banking to my Loan Care mortgage. This money left my checking account on XX/XX/XXXX but the payment was never posted to my mortgage with Loan Care. Several weeks later I received a notice from Loan Care that my payment was past due and I paid it again immediately.
I then requested that the missing payment be applied as well. I initially started this process with my bank who sent the payment to Loan Care electronically. They called, mailed, and faxed the payment confirmation information multiple times each to Loan Care but nothing happened. In XXXX I started working with Loan Care myself directly. I have called and emailed more than 20 times with proof of the electronic payment since that time.
Every time I have called customer support ( most recently on XX/XX/XXXX ) I have been told by the support specialist that my proof of payment was received and that they will be posting the missing payment to my mortgage. And that I should see the payment posted the following day. I have been told that since early XXXX and I still have not seen the missing payment posted to my account.
I have submitted everything needed to prove this payment was made but not posted to my account. I have submitted my bank statement showing the money left my account. I have submitted my mortgage statements showing the payment was never posted. And I have submitted Proof of Electronic Payment with a Case ID, credit trace #, batch # and file trace # showing the money was received by Loan Care.
Can you please help me get Loan Care to post this payment to my account or refund me this money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-09
Lexington, KY
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
2019-09-09
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was recently transferred from XXXX to Loan Care. But I've noticed a serious discrepancy that needs to be corrected ASAP.
XXXX XXXX Number XXXX Loancare : Loan Number XXXX The balance that should HAVE been transferred from XXXX to Loan care should have been {$430000.00}. But Loan care shows that the transferred amount was {$440000.00}. Please fix this ASAP. I've made a payment in early XXXX XXXX to XXXX. But Loan care shows the payment date as XX/XX/16 and the current balance shown by them is not accurate. It should have been {$430000.00} from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-09
La Vernia, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan servicing was transferred from XXXX to XXXX XXXX. It was supposed to be effective XX/XX/2019. There is a regular payment and two additional principal payments I made to XXXX that were not reflected in the balance XXXX XXXX stated I owed. Specifically, the balance XXXX says was transferred was {$460000.00} and the balance XXXX XXXX said I owed in the first statement received from them was {$470000.00}. The balance of {$470000.00} was the principal balance of my loan with XXXX after I made the regular payment to XXXX on XX/XX/2019. I made an additional principal payment on XX/XX/2019 of {$310.00} to XXXX. I also made another regular payment to XXXX of {$2200.00} along with an additional principal payment to XXXX of {$310.00} on XX/XX/2019. The amount of {$2900.00} is essentially missing. I have sent a detailed letter to both companies and had numerous phone calls with both companies. Both companies deny any error. This entire issue appears to possibly be caused by XXXX XXXX 's records reflecting my loan was transferred to XXXX XXXX on XX/XX/2019 instead of XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-09
Bremen, GA
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: I have requested a copy of the promissory note for the mortgage on two different occasions which I know I am entitled to by federal law. Both times I was told I would receive it by email but never received it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-09
Palos Park, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was transferred this moth from XXXX XXXX to Loancare LLC. Loancare LLC charges a fee for online payments even during the grace period of the loan. There should never be a penalty or fee if payment is made during the grace period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-09
Co Spgs, 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
2019-09-07
New Hanover County Airport, NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Filing a new complaint to CFPB which is a result of Company 's ( XXXX XXXX XXXX ) response to my complaint to the XXXX XXXX XXXX ( XXXX ) and is attached in full. The attached documents are include to document inaccurate responses made on behalf of Company. Included as attachments are documentation. See attachment dated XX/XX/XXXX_XXXX Borrower 's Response to Company including : Ms. XXXX states : On XX/XX/XXXX - an escrow disbursement was made for {$1600.00} - hazard insurance. Then, on XX/XX/XXXX an after-hours wire was received in the amount of {$210000.00} to pay off the account, however, payoff was short by {$240.00}. A payoff from XX/XX/XXXX was sent in response to the short payoff wire, and again, on XX/XX/XXXX. See attached.
BOROWER RESPONSE : The original Payoff Statement that was provided to Borrower and XXXX XXXX XXXX XXXX had a Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) and included the following Disclaimer : XXXX XXXX XXXX Payoff Statements include the following : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff XXXX XXXX XXXX XXXX sent the wire transfer on XX/XX/XXXX, however XXXX XXXX XXXX did NOT notify Borrower or XXXX XXXX XXXX until the wire transfer was returned to XXXX on XX/XX/XXXX at XXXX XXXX ( 7 days after the wire was sent to XXXX ) - See attached returned wire transfer. However, the response from Ms. XXXX indicates that it was on XX/XX/XXXX that payoff wire was returned due to funds not enough to satisfy balance.
Upon receipt of the return wire on XX/XX/XXXX, the closing attorney notified Borrower of the return wire from XXXX XXXX XXXX and a conference call was made between XXXX XXXX XXXX, Borrower ( XXXX XXXX ) and the closing attorney XXXX XXXX was made on XX/XX/XXXX to attempt to resolve the return wire and to provide sufficient funds. At no time during this call did XXXX XXXX XXXX communicate the escrow shortage amount. If the shortage amount would have been communicated during this call, Borrower and closing attorney would have immediately wired the amount. It wasnt until Borrow received via USPS on XX/XX/XXXX an updated payoff statement that the shortage amount was known.
If the Payoff Statement Disclaimer is that " Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. If additional funds are needed, we will notify you and we must receive funds within two business days. This was not possible as the wire transfer was not returned by XXXX XXXX XXXX to XXXX XXXX XXXX XXXX until XX/XX/XXXX ( funds were sent on XX/XX/XXXX ). It has not been communicated by XXXX XXXX XXXX why did they wait until XX/XX/XXXX to return the entire amount of the wire transfer instead of requesting the additional funds? Instead, XXXX XXXX XXXX failed to communicate the shortage amount during the XX/XX/XXXX conference call and instead generated a new Payoff Statement ( Issue Date XX/XX/XXXX ) which was not received by Borrower until XX/XX/XXXX via XXXX XXXX XXXX.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- 2 ) Ms. Ms. XXXX states that on XX/XX/XXXX - a credit bureau update was submitted for the late reporting. It was found that the 30-day XXXX late reporting was valid as no further mortgage payment was made and the 30-day XXXX late reporting was also valid, as again no payment had been made. XX/XX/XXXX - payoff funds now received in the amount of {$210000.00} ; account balance is now XXXX. LoanCare also received a social media complaint regarding payoff request. Per the subservicer, LoanCare did send/fax updated payoffs in response to the short wires. This customer also confirmed receipt of a short payoff letter as well. Please see their letter log screenshot below for this loan. We also attached copies of payoffs. The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX. The notes also support a discussion on XX/XX/XXXX around the payoff shortage wherein LoanCare waived late fees as a courtesy to lessen the payoff shortage. Please note the customer had a slight shortage in escrow in addition at that time. She also was due for XXXX when the hazard was disbursed on XX/XX/XXXX, so there were two monthly escrow deposits ( XXXX and XXXX ) missing from escrow. This contributed to the advance that was created by the XX/XX/XXXX hazard disbursement, which in turn caused the payoff to be short. In addition to the above, LoanCare does not hold on to short payoff wires for any length of time as XXXX, XXXX, and XXXX require funds to be in the custodial account within 48 hours of receipt. The posting process/timing would not allow us to hold onto short payoff wires and stay in compliance with this requirement. If any shortage is more than {$100.00}, the XXXX XXXX returns the wire and contacts the title company with an updated payoff quote ( which was completed in this case ). Additionally, the payoff quotes we provide do state that LoanCare will continue to pay taxes and insurance until paid in full.
BORROWER RESPONSE : Borrower attempted to payoff the loan on XX/XX/XXXX ; XXXX XXXX XXXX returned the wire transfer to XXXX XXXX XXXX 7 days later on XX/XX/XXXX ( per attached ) Borrower and closing attorney attempted to resolve the shortage documented through several phone calls and emails to have XXXX XXXX XXXX provide a Pay Off Statement that reflected an amount due from Borrower that was reasonable ( i.e. shortage of escrow due to disbursement of homeowners insurance and any late fees applicable through XX/XX/XXXX. The escrow shortage amount issued on XX/XX/XXXX Payoff Statement ( in which Borrower did not receive until XX/XX/XXXX via USPS was in the amount of {$370.00} ). As a result, XXXX XXXX continued to apply interest and fees and issuing new Payoff Statements in which Borrower ended up paying XXXX XXXX XXXX {$210000.00} ( vs. the above amount from Ms. XXXX of {$210000.00} ) per a payoff statement issued by XXXX XXXX XXXX on XX/XX/XXXX ( Borrower received via USPS on XX/XX/XXXX ).
BORROWER 'S RESPONSE CONTINUED : Ms. XXXX also states, " The payoff from XX/XX/XXXX was sent in response to the short payoff wire and the XX/XX/XXXX payoff was in response to the customer 's request noted below. The system notes support this and confirm that also the XX/XX/XXXX quote in particular was faxed to XXXX '' Ms. XXXX has inaccurately stated these events. The correct sequence of events is as follows : On XX/XX/XXXX XXXX XXXX XXXX wired XXXX XXXX XXXX funds per the Borrower 's Requested Payoff Statement on XX/XX/XXXX and Issued XX/XX/XXXX as per email acknowledgement ( see attached Acknowledgement from XXXX XXXX Servicing ). XXXX received a faxed copy of this Payoff Statement ( as requested on the attached ) and Borrower ( XXXX XXXX ) received a copy via USPS on XX/XX/XXXX with the following information : Request Date : XX/XX/XXXX Issue Date : XX/XX/XXXX Payoff Amount to Pay in Full : {$210000.00} ( total amount good through XX/XX/XXXX ) Disclaimer included : Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties, principal, and fees. " If additional funds are needed, we will notify you and we must receive funds within two business days. Funds received in our office after XXXX XXXX Eastern Standard Time ( EST ) will be processed the next business dayOnly Cashiers check, certified check, Attorneys Trust check or wire transfer will be accepted for Payoff From XX/XX/XXXX - XX/XX/XXXX : Neither Borrower or closing attorney ( XXXX XXXX at XXXX XXXX XXXX ) were aware that XXXX XXXX XXXX would be returning the wire transfer until the closing attorney received the return wire late afternoon on XX/XX/XXXX. And why on XX/XX/XXXX, the closing attorney and Borrower had a telephone conference call with XXXX XXXX XXXX to find out why the wire was returned 7 days later. The closing attorney did not receive the above stated by XXXX XXXX that " XX/XX/XXXX quote in particular was faxed to XXXX '' but rather XXXX XXXX XXXX generated an unrequested Payoff statement issued on XX/XX/XXXX but not received by Borrower until XX/XX/XXXX via USPS. Closing Attorney and Borrower were unaware of the shortage amount at this time and in which not during the phone call we had on XX/XX/XXXX did XXXX XXXX XXXX provide a shortage amount so we could resolve the difference and rewire the funds. XXXX XXXX XXXX requested the closing attorney provide the return wire documentation via email so XXXX could research this matter and contact us within 1-5 days. See below ( and attached email ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-07
Columbus, OH
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: I was one month behind on my payment. In XXXX I was put on XXXX XXXX XXXX due to a number of health problems and my pay was not correct, so I was short and couldn't make a payment in XXXX, which put me 2 payments behind. I spent most of XXXX and XXXX in the hospital. When I was finally home around XX/XX/XXXX, I sent a payment of {$1500.00} and my regular payment is {$1200.00} to show that I was trying to get caught up. I went to make another payment in XXXX and realized that Loancare had sent back {$1000.00} of the {$1500.00} and kept {$500.00} for late fees. which put me even further behind. I called in XXXX to find out why they sent the {$1000.00} back and they said to avoid foreclosure they needed a total of {$3700.00} by the end of XXXX. I had to wait until I got paid on XX/XX/XXXX to have the full amount they required. I called on XX/XX/XXXX to pay the {$3700.00} and I was told my home was placed in foreclosure on XX/XX/XXXX. They said my only option was to try to get on a repayment plan. So I downloaded the hardship packet and emailed the completed packet on XX/XX/XXXX to the email address I was provided, XXXX. I called on XXXX to confirm my documents were received only to be told that I sent them to the wrong email address and I needed to email to XXXX. This company is very difficult to work with and have policies in place to keep the customer in default by returning partial payments and doing what they want with the rest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-06
Hinkley, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: To Whom It May Concern/ I received my denial letter for my loan modification on XX/XX/2019 due to not enough income. When I first applied for a loan modification my XXXX XXXX XXXX application was pending. I was recently approved for my XXXX XXXX XXXX week a ago. My new monthly amount is {$3400.00}. I was told by XXXX XXXX from the Loss Mitigation on XX/XX/19 that my modification was denied due to not having enough income and to many high credit card bills. And I would receive a denial letter in the mail shortly. On XX/XX/2019 I reached out to XXXX XXXX XXXX to consolidate my unsecure debt. XXXX XXXX from XXXX XXXX XXXX set me up on a payment plan enrolled me in the program effective immediately. I submitted my appeal via email to XX/XX/19 @ XXXX. I sent the company the paper work from the XXXX XXXX XXXX and my new income from state XXXX. I have been calling Loan Care and explaining to them I want to keep my place and that I will be on XXXX XXXX for this rest of my life. It has been a struggle to pay my mortgage because I've been waiting for XXXX XXXX XXXX to approve my case. I have never been late on my mortgage until I was place on XXXX. I called Loan Care and spoke to XXXX a customer service rep and told her I was waiting for my payment and didn't want to receive a 30 day late mark on my credit report. She told me the company does not report to the credit agencies until XXXX of each month. She said if you make your payment before XXXX the XXXX you will be fine. I said are you sure and she told me yes. I made my XXXX payment over the phone XX/XX/19 with a rep by the name of XXXX. I received a alert from credit report today XX/XX/19 that I was reported 30 days late. I called Loan care today and spoke to XXXX about my the late mark on my credit report. He placed me on hold and spoke to a supervisor and they told me that even-though the rep XXXX gave me the wrong information. I could try and dispute the late mark, but he said it isn't a guarantee they late mark will be removed. I told XXXX since all calls are recorded can they play the call back and verify I was given the wrong information. I have been giving wrong information from different customer service reps and treated poorly I believe because of my XXXX. I feel like Loan Care doesn't want to help me with my mortgage loan. They rather see me lose my house and not help me. I believe its because of my XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation