LoanCare, LLC

2019-09-06

Quartzsite, AZ

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Wishing to pay off a loan serviced by LoanCare Account Servicing ( " LoanCare '' ), the XXXX obtained a payoff on or around XX/XX/XXXX that showed that they owed a balance of {$290000.00} on the loan, of which {$150000.00} was purportedly interest due. However, the XXXX have been paying this loan since XXXX and contest that this is the balanced due. The XXXX believe that loan is already paid off or should be close to being repaid in full. As such, since XX/XX/XXXX, Mr. and Mrs. XXXX have been trying to get a complete payment history for the loan from LoanCare. In XX/XX/XXXX, LoanCare produced documents that purported to be the entire payment history for the loan. The documents, nevertheless, clearly did not include the entire payment history for the loan. As such, on or around XX/XX/XXXX, Mr. and Mrs. XXXX requested that the loan be audited. The attached letter is their request to LoanCare, via their attorney, for the audit ( the " Demand Letter '' ). Via letter dated XX/XX/XXXX, also attached, LoanCare acknowledge receipt of the Demand Letter. It also represented that, in compliance with federal law, it would send a detailed response no later than 30 business days from the date it received the XXXX XXXX complaint. Assuming it received the Demand Letter on XX/XX/XXXX, LoanCare 's detailed response was due on XX/XX/XXXX. However, to date, neither the XXXX nor their attorney XXXX XXXX have received any response whatsoever from LoanCare. On XX/XX/XXXX, Ms. XXXX contacted LoanCare at the phone number in its letter of XX/XX/XXXX. She spoke to a representative at LoanCare 's Georgia office. Said representative then contacted the XXXX office while Ms. XXXX was on hold. The representative said that the person who conducts the audits had not gotten the information, but that she has spoken to another agent from the XXXX office who would be providing it to the person in charge of audits. The representative from the Georgia office offered to give Ms. XXXX the email of the person in charge of audits. Ms. XXXX advised the representative that if she was going to provide her the email of a XXXX XXXX, doing so would be futile, as Ms. XXXX had previously emailed Ms. XXXX on the issue, and had received no response. This is detailed in the Demand Letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-06

PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Several years ago my mortgage servicer raised my escrow by hundreds of dollars per month. I fell behind by two payments over a period of time, while complaining to them about the miscalculation of escrow. It was finally corrected months later. I was two months behind for quite a while, unable to catch up. I was late again and the servicer blocked my phone number. They wouldnt take my calls. I sent. Letter, several emails, and called every day, often multiple times. Then after several weeks of this, they finally unblocked my number and told me they couldnt take my payment, it was now with the lawyer. I had to apply for loss mitigation since they refused to take my payment. They continue to destroy my credit, claiming I am not paying even though they wont allow me to do so. In court, their lawyer tried to get the conciliation process thrown out by saying I was intentionally stalling. I was not. The company repeatedly asked for the same documents over and over and over again. I submitted completed docs through XXXX. They came back and asked for more to be sent. XXXX told them they had what they needed. Only them did they move the process along. They gave me a trial arrAngement. I made the three consecutive payments. They sent paperwork for loan modification that had to be notarized. I completed the paperwork. They said the notarized signature was incomplete. Back and forth we went. I finally spoke to someone there and they said I was all set. The paperwork was accepted. My new loan would begin XX/XX/XXXX. This was near the end of XXXX. I received a call from the mortgager saying I needed to pay XXXX. I said my new loan begins in XXXX. They said I should pay it anyway. When I asked why, they said they didnt know. Its what they are told to say. On the signed agreement, it says to pay your monthly until the new loan is accepted. I was told it was accepted. I signed and had it notarized. It was a legal document. Nervous, and not trusting the company in the slightest, I called at the end of the month to get a clarification. The new loan was based on the balance due. If I made another payment between the time it was calculated, and the time the new loan began, it would change the balance due, this making the calculation moot. But I called anyway. I was put on hold, and I have the screenshots to prove it ... for HOURS!!!! 3 hours and 42 minutes before the call was disconnected on their end. I couldnt have paid if I wanted to. Again, they had blocked me. The next day, XX/XX/XXXX, of course I got right through. They said that since I missed a payment I had to reapply. I argued that the loan was set. After speaking with the fourth person, I was told straight out that the loan isnt accepted until its filed with the court, and that they usually file as late as possible. I was also told that the customer service reps are FORBIDDEN to disclose this. So instead of someone saying just shut up and pay when you are certain the loan has been accepted, and in fact told it was accepted ... they could have said it isnt filed yet and FHA requires you to keep paying until its officially filed with the court. But no. They systematically withhold that info. This is just another in a long line of complaints again this company. They are shady and can not be trusted. I am just another person who unfortunately had their mortgage sold to these pernicious vultures. I would appreciate any help you could offer. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-05

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

2019-09-05

Beyersville, TX

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

2019-09-05

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX my bank submitted an electronic payment to LoanCare for $ XXXX.with an account # that had been the # for XXXX as the new acct # had not yet been received. LoanCare had issues with other accounts as my statement indicated double payments, then payments removed resulting in the loss of that payment from XX/XX/XXXX. On XX/XX/XXXX I called customer service to inquire about the delinquency on my statement and was given the email for the payment research dept. I sent a copy of my billpay detail to show that the payment was made and to what acct #. I was informed much after the fact that this was insufficient evidence and that they needed the transmittal number. Several calls to my bank I was informed that that information was unavailable and they provided an official statement from my billpay. Again, LoanCare said this was not sufficient as the old account # had been closed and they had no idea where the payment went. In the meantime, I am receiving notices of potential foreclosure, daily phone calls about delinquency even though my payment was theoretically in 'research '. I spoke to a manager who was extremely defensive and we had a three way conversation with my bank who repeated that the information being requested was unavailable. At the end of that call I requested that they make sure my acct was flagged so that I would stop getting the calls and letters. Every call I had with them I repeated that someone please make sure that this does not get reported as delinquent to credit agencies. I asked my bank to investigate any means to satisfy LoanCare as I was becoming afraid that they would not do their own research to locate the payment and would simply start foreclosure proceedings. My bank supplied the payment confirmation, I sent it payment research on XX/XX/XXXX. I got an autoreply from the email and heard nothing else. Today I received notice from XXXX that my mortgage has been reported delinquent as of XX/XX/XXXX. I called LoanCare, they confirmed receipt of the email and told me they are working on it and I should know something by XX/XX/XXXX. I am now waiting for a call from a manager, again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-05

Arlington, 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

2019-09-04

Carmel, 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

Timely Response

2019-09-04

Charlotte, NC

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

2019-09-04

Denver, CO

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

2019-09-04

Newnan, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan care billing system is not updating their system to reflect up to date payments made on my account and customer service has been unable to help and fix it since XX/XX/XXXX : Hello can you all please pull up the notes on my account with loan number XXXX XXXX interest only loan )? It has been escalated ( reference/ticket number is XXXX ) but no one person I have spoken with has been able to fix the issues with my loan account. I have called and spoken with customer service reps on several occasions since XX/XX/XXXX as well as a manager finally by the name of XXXX XXXX on XX/XX/XXXX. He said if a payment is made on the same day, Loancare 's system voids it out. That is not clearly expressed on the website or the mobile app. This is what happened in the case of my XX/XX/XXXX payment. On the site I made two payments on the same date but the system only accepted the {$50.00} principal. Unbeknownst to me the {$24.00} was never drafted out of the account. He apologized and said to rectify things he would split the {$50.00} principal only payment received and reapply {$24.00} to the interest only payment that was due for XX/XX/XXXX and the difference to the principal. I see where the reversals were done on XX/XX/XXXX and XX/XX/XXXX but my account is still marked delinquent. Now when I log in to the system it says my XX/XX/XXXX mortgage was never received although I paid it XX/XX/XXXX. On the payment screen it says I now owe {$60.00} ( {$49.00} for mortgage payment and {$10.00} in fees ). At this point if you all applied a payment for {$24.00} on XX/XX/XXXX and I have already made a {$35.00} payment on XX/XX/XXXX I do not understand why it is showing that Loancare hasn't received up to date mortgage payments. I last spoke with one of your agents on XX/XX/XXXX and after placing me on hold for 22 minutes she kindly hung up on me. Your help would be appreciated!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was with XXXX XXXX, who went bankrupt. The mortgage was purchased by XXXX and is now serviced by XXXX. I did not receive my paperwork with the new loan number before my XX/XX/XXXX mortgage was due, so payment went through referencing the XXXX loan number. My payments are automated via a XXXX through my financial institution, XXXX XXXX. My loan is for {$400.00} and my payment is {$410.00}. My XXXX and XXXX payments were not applied to my mortgage. I began calling Loancare in XXXX. My mortgage is due the XXXX of every month. I received notice of Servicing Transfer dated XX/XX/XXXX stating my mortgage is {$400.00} and where to send payment. This came after my mortgage was already sent XX/XX/XXXX XXXX {$410.00} sent ) I changed the loan number on the new payee in my XXXX at XXXX. About the same time I received a copy of the bankruptcy filing for XXXX XXXX XXXX. XX/XX/XXXX I received a payment reminder for {$400.00} plus {$11.00} which was the difference in my escrow account. I mailed a payment for {$11.00} with the new loan number. My XX/XX/XXXX statement from XXXX arrives XXXX dated XX/XX/XXXX and due XX/XX/XXXX ) and shows me behind {$400.00} and no receipt of my escrow monies. I called and asked them to investigate. I spoke to XXXX who asked me to send her a copy of the payment transmittal from XXXX. I sent this to an email she gave me, payment XXXX. I was told I would get an ticket # upon receipt of the email. I did not get a ticket number and no one replied to my email. My payment for XX/XX/XXXX had the new loan # on it for LoanCare. XX/XX/XXXX I am told by XXXX that he put in a request to have those XXXX payments reversed from my original loan number to my correct, new loan number. He says it will take 7-10 business days and should happen around XX/XX/XXXX and to check back then. XX/XX/XXXX I get an letter from Loancare about my missed mortgage payment and paperwork for mortgage assistance to avoid foreclosure. I contact my financial institution, XXXX XXXX to verify that these payments are indeed being sent. XXXX steps up and agrees to contact LoanCare. XX/XX/XXXX I receive a letter back from XXXX stating that LoanCare was " unable to release information to third parties. '' XXXX also included a copy of the XXXX payment transmittal to Loancare. Payment date, XX/XX/XXXX plus all electronic trace numbers associated with the payment. My statement from XXXX dated XX/XX/XXXX for payment XX/XX/XXXX arrives and shows me being {$810.00} behind in payments. It does show the payment of escrow for {$11.00} was paid and received XX/XX/XXXX. I call Loancare again and I speak to XXXX. She told me I was given the wrong email address to research my loan payments. She said I needed to contact XXXX and ask for a research request. She said this would make a request for reversal of payments into my current loan. I called on XX/XX/XXXX to check on the reversal, I was told they BEGAN the reversal of XXXX payments on XX/XX/XXXX. Last week I received another statement showing me {$1200.00} past due in my mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

Green Acres, 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

2019-09-03

Martinsburg, WV

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

2019-09-03

Plymouth, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I refinanced my mortgage in XX/XX/2019 with XXXX XXXX. When I received my first statement from the company, I noticed that my escrow balance was shown incorrectly as {$0.00}. My escrow balance should have been {$4100.00} as per the closing disclosure during the refinance. Since then, I have already made two payments and contacted the company several times through email and phone to report the escrow balance error, but each time I get a response saying that this is being investigated and that someone from their team will contact me back. So far, I have not received any response from the company and it has been over a 45 days since I first reported this issue. It is surprising to me that this has taken so long to resolve when the agents over the phone can clearly see the Final closing disclosure statement with the correct escrow balances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

Woodbury, PA

Closing on a mortgage

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

2019-09-03

Winston Salem, NC

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

2019-09-03

Greenwood, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX or XXXX, 2019, I submitted a payoff quote to Loancare, as the holder of my company. I had just sold my other home and am now trying to pay this home off within 90 days, or I must pay capital gains taxes. On XX/XX/2019, at XXXX, I received an email response from Payoffs at Loancare , acknowledging my request and advising me to allow 3 business days for my payoff quote to be processed. Within 15 days, I received a letter advising that my loan had been sold to another company, but nothing regarding my payoff quote. Since my request in late XX/XX/2019 for a payoff quote, I have had to make another payment. It is not XXXX XXXX, 2019 and I do not have a payoff quote from Loancare. However, I am over one month closer to my 90 day deadline to reinvest my money in another home, or pay capital gains taxes to the IRS. I believe the lack of a payoff quote from Loancare was purposeful so that I would have to make another payment, and as a result, I also question the timing upon which my loan was sold to another company. Perhaps my loan was seen as no longer profitable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

Arlington, VA

Incorrect information on your report

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

Account information incorrect
Complaint: A short sale was negotiated between my lawyer and Loan Care servicing center for the following property : XXXX XXXX XXXX XXXX XXXX, FL XXXX The short sale was approved and final closing occurred on XX/XX/XXXX and XXXX, 2019. I signed on the XXXX at the Title Company office and the buyer signed the following day. The total amount owed on the property was approximately {$110000.00} and a sale was negotiated for approximately {$85000.00} The Title Company confirmed that the negotiated amount was sent. A property search clearly shows that the buyer is the owner. Loan Care keeps reporting to XXXX that I owe a balance of approximately {$110000.00}. I have disputed this at least twice, and I get no mail with no explanation. The XXXX credit report still shows this balance. In fact, I have not received a single piece of mail from Loan Care since the closing. I'm not quite sure how after over 9 months, they still consider this an open account? If it's open, why does the balance show {$110000.00}? I don't know what the XXXX credit bureau is reporting. But it's possible that is incorrect as well. One of the attachments shows a screen shot of XXXX County showing a new owner. I mailed Loan Care FCRA compaint by mail and they never responded to it. ( attached )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

South Florida, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: OnXX/XX/19 I received a letter that my mortgage was going to be transferred from XXXX XXXX XXXX to LoanCare , LLC. Effective XX/XX/19. With XXXX XXXX XXXX I was able to make partial payments which I continue doing until my loan got transferred. Three of the payments were reflected as a principal payment which I had to call LoanCare to let them know that I was seeing this error was happening. I called multiple times and they said that they were not able to see my payment history which was confusing because I was able to see it on their website. LoanCare asked me to call back in 30 days to wait for all the information was transfer I asked them if my credit was going to be affected since it was reflecting that it was late and if I was going to have late fee which they told me no but to clear everything I made a payment for {$2200.00} to cover XXXX. When I called back, they told me again they couldnt see it until I had to explain to them where to find it. An employee contacted the supervisor explained what happens with my payments and where they have reflected which it was in principle. The supervisor told the employee to the summit to correction and that it was going to take 2 business days to clear in my account, they asked me to make another payment to complete 2 full payments into my account which were for XXXX and XXXX. I gave them 5 business days, I called back a Wednesday and they said that it would be done by Friday XX/XX/19, today is XX/XX/19 and they are implying that they sent me an email saying that they did not have all the information and they could not proceed my request. I explained to the employee that I did not receive that information that only told me to wait until Friday. I requested to talk with a supervisor or manager she said no one was available but she transferred me and requested a callback. Nothing has been resolved. Payments : - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19, Confirmation # XXXX for {$1100.00} cleared from my bank account on XX/XX/19 - Payment on XX/XX/19 for {$2200.00} and cleared my bank account on XX/XX/19 - Payment on XX/XX/19 for {$1100.00} over the phone and cleared my bank account on XX/XX/19
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-02

Woodland, WA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I sent Loan Care a check and asked them to put it against the Escrow and they used it against the Interest and Principle. This is violation of the Law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-01

Frisco, TX

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

Untimely Response

2019-09-01

Val Verde, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: After paying our mortgage and escrow for over 1 year, our homeowners insurance policy was up for renewal. Loancare/XXXX was properly informed multiple times by the insurance company, including a warning of cancellation for non payment on XX/XX/2019 with the cancellation/renewal date of XX/XX/2019. Loancare/XXXX has ignored such warnings from the insurance company and our endless phone calls to customer service. The homeowners insurance policy was canceled for non payment on XX/XX/2019. Loancare/XXXX has still not paid our insurance policy and is ignoring any effort of contact. Yet they hold all escrow payments. We are now working on a official complaint with the Texas Department of Savings and Mortgage, as well as to trying to find legal counsel to prepare for a law suit against this embezzling company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-31

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/2015 I closed on a loan and Loancare was the servicer. They have taken from me for property taxes XXXX per year when they were only XXXX they also falsely reported my mortgage late and destroyed my credit report. I have written and request my money be returned. They pretend that they sent me a escrow check never have. Nor have they tried to fix the escrow overage they took by returning to me. Now I have received a hardest hit grant and they are trying to take a extra XXXX dollars pretending its a escrow shortage when they already owe me the XXXX overage they took from me making my payments much higher. I am asking that they not touch my hardest hit fund only for payment and return my escrow money that was taken for taxes that were inflated yet the money was not return to me. Please help with the matter. I have wrote in the past.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-30

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare is servicing my mortgage and is being unreasonable and unlawful with my PMI removal. I paid my loan down to under an 80 % loan to value based on the appraisal value done 4 months prior to my loan closing. They ignored my requests and are requesting a new appraisal be ordered when they have official documentation ( my appraisal ) that is extremely recent and used to solidify a 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

2019-08-30

Mabank, TX

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