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 15
2019-08-30
VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My county taxes were due by XX/XX/XXXX. My mortgage servicer, LoanCare, took money out of my escrow account to pay my county taxes of {$2100.00} on XX/XX/XXXX. XXXX XXXX County ( Virginia ) never received payment for my tax bill. I was then assessed the following fees/interest : Late Payment Penalty : {$200.00} Interest : {$19.00} This resulted in a new tax bill of {$2300.00}.
I was on vacation from XXXX, so my first attempt to rectify the situation was XX/XX/XXXX, when I received a delinquency notice from my county. I called LoanCare on XX/XX/XXXX. I called my county on XX/XX/XXXX, and then responded back to LoanCare the same day. As of XX/XX/XXXX, I have contacted XXXX the following dates and still seen no attempt at replacing the money in my escrow account, attempting re-payment, or reimbursing me for the money withdrawn from my escrow account that never made it to my county : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX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
2019-08-30
Newberry, MI
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
2019-08-30
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
2019-08-29
Azwell, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019 my LTV reached 80 % on my conventional loan with Loancare. I have had no late payments in the life of the loan and property value in my city has increased dramatically in the past 4 years.
I called to request the cancellation, after waiting on hold for a half an hour, I was told to send an email to their customercare email, so I did. After no response from them, I have subsequently sent 3 additional emails and called one more time, only to be told it's in review and I should receive a letter in the mail.
It is now XX/XX/2019 and I have not received anything in the mail, and no email response regarding my request. However, I did receive my statement for XXXX which is including the PMI that I have requested to be cancelled.
This company 's inability to communicate with its customers is inexcusable. The unfair act of continuing to charge me the PMI cost when I am eligible to have it cancelled and not communicating with me regarding my request is inexcusable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-29
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am trying to receive a monthly statement about my mortgage. Yesterday, I called twice, and was told both times that an email was sent, but no email has arrived.
I asked if I must go through the process of calling repeatedly every month, and was told, " Yes ''. I asked for an explanation, and was told it is a rule. This does not comply with the Periodic Statement Rule of the U.S. government.
Also there is not a way to communicate via email with this company ; this also does not comply with the rule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-29
Cleveland, 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
2019-08-29
Moreno Valley, 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
2019-08-29
Lansing, IL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-29
Aloha, OR
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
2019-08-29
Manteca, 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
2019-08-28
Pearland, 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
2019-08-28
Crystal, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was transferred from XXXX XXXX LoanCare LLC. I tried to log into the LoanCare payment system to schedule my XX/XX/XXXX payment. The Loancare system says my SSN is " invalid ''. I called the Loancare LLC customer service number and was told that I have 60 days without any adverse effect ( late fees, credit score ect. ) I asked for any documentation to that effct and was told it does not exist. Ads of the moment- I can not schedule my mortgage payment and have nothing but a verbal say so from am anonymous rep that I will not be negatively affected by their delay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-28
GA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I have been trying to get a modication for over a year with Loancare , LLC. The XXXX XXXX XXXX XXXX ( XXXX ) has been relentless in submitting all the necessary documents repeatedly. Some documents were submitted up to five times ( the same documents ) only to get turned down four times for no apparent reason. I am in need of assistance in saving my house. Thank you for your favorable response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-27
Corinth, 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
2019-08-27
Smyrna, SC
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Complaint: Loan Care Servicing Center has reported to XXXX that the mortgage they serviced for me was discharged in Chapter XXXX bankruptcy. They also show show that no payments were made in XX/XX/2017. That is a false statement. Yes, I filed a bankruptcy, but this mortgage was not part of it. I signed a Reaffirmation Agreement and retained the property and paid the monthly mortgage on time, in full every month. In XX/XX/2017, Loan Care Servicing transferred this mortgage to XXXX XXXX and the house was sold in XX/XX/2017. I am attaching all documentation showing the transfer, sale and payment logs that I retrieved from Loan Care and XXXX XXXX websites. I am also attaching a copy of the court filing showing the Reaffirmation Agreement was signed and XXXX 's result of the Dispute. I filed a dispute 5 times. XXXX said as long as Loan Care keeps stating their statement is true, there is nothing they can do. I also contacted Loan Care three times. The first time by phone, they found my account. The second time I called, they said they have no record of my account. I emailed with twice and no response from them. I filed a bankruptcy and took the hit, but Loan Care filed this after the fact and I have been damaged severely. My credit dropped 60 points due to this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-26
Brooklyn, NY
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
2019-08-26
Cascade Locks, OR
Applying for a mortgage or refinancing an existing 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
2019-08-26
El Cajon, CA
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
2019-08-25
CA
Trouble during payment process
Mortgage: VA mortgage
Complaint: On XX/XX/2019 2 automatic payments were issued to this lender. Once I checked my checking account I notified the lender to please return one of the payments back to my account. I was told that I had to wait for the check to be cleared by Federal Reserve. After waiting 2 weeks were then told to get a statement from my XXXX XXXX. After that I waited and then told it was being handled. It made no sense that the check we asked to be returned was not treated the same as the check that was applied as the XXXX payment. Bothe checks came from the same account. If the 2nd check was such a difficult item to process why not reverse the payment send that money back to me and apply the 2nd check as the payment.
No where was it indicated nor did I authorize a principle reduction payment. This company held onto my funds intentionally.
On XX/XX/XXXX I finally received a check in the regular mail in the amount of {$480000.00}.
The payment amount submitted was {$4800.00}. The {$4800.00} should have remained in my account and accrued interest at 2 % for the 19 days it was erroneously held by this lender in their bank. I am demanding the return of my entire payment that was deducted from my checking account and the interest lost on my money ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-24
South Point, OH
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: During the 2nd week of XX/XX/XXXX, I received my annual Escrow Account Disclosure Statement. Since this is the first year with Loancare as my mortgage servicer, this is the first time they have provided me this letter.
On the Annual Escrow Account Disclosure Statement, it was noted that I had an escrow surplus of {$150.00}. In other words, I had paid more into escrow than was necessary. As such, Loancare issued me a check for {$150.00}.
Also on the Annual Escrow Account Disclosure Statement, my semiannual property ( county ) tax disbursements were listed. I own two parcels. For one of the parcels, the semiannual property tax disbursement transferred identically from XX/XX/XXXX to XX/XX/XXXX, which is accurate. For the second parcel, a rear, half acre parcel on which there is no structure, no improvement, no change, Loancare noted that my semiannual tax disbursement would increase from {$67.00} to {$1300.00}. This equates to a difference of {$2600.00} for the year! As a result, my monthly escrow payment increased from {$590.00} to {$770.00}. This is almost {$200.00} more per month.
When I noticed this issue in early XX/XX/XXXX, I began calling Loancare. At the time, they said that this issue would be fixed by XX/XX/XXXX. It is now XX/XX/XXXX and I have had to make two mortgage payments that are almost {$200.00} more per month than I had planned. I did not budget for this.
To date, I have called Loancare 7 times. I have sent them 3 emails via their customer service contact email address. I have received no response to any of the emails - either by phone, email, or mail. During those calls and within those emails, I have discussed the Annual Escrow Account Disclosure Statement, I have provided a link to my county auditor 's page for the parcel in question, I have provided the phone number to my county auditor, and I have explained the situation clearly and thoroughly. I don't know what more I could do - I've basically done their job for them, and yet they have taken no action on their end.
Today, I was told that this process may take another month or more. Simply put, I don't have the money to continue to make monthly payments that are {$200.00} more than they are supposed to be.
I don't know if Loancare is simply negligent ( i.e., they don't care about their customers at all ) or fraudulent ( they hike escrow payments in the hopes that borrowers default on their mortgages ), but something is amiss. This is the 6th property I've owned, and I have NEVER experienced a single issue with a mortgage servicer until now.
Please investigate Loancare. If I - as an educated and experienced borrower - have been treated this way, if by doing my due diligence there has still been nothing done on their end, I shudder to think about what they're doing to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Sent money and a letter to pay off my principal balance and they did not apply the money as directed. They deducted my monthly payment out and applied the remaining balance of the amount I sent. This left us with a balance due. I have been trying to get this fixed since the end of XX/XX/XXXX when they applied the money as they felt like not as they were directed. Called lender to get payoff {$11000.00}. Sent {$11000.00}. If you look at the Transaction Activity on the statement due XX/XX/19 you will see what they did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
Everett, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Had my loan transferred from XXXX to LoanCare.
During the first payment cycle, I sent a physical check and remit slip that came from LoanCare, to their payment center. Check was sent on XX/XX/2019. XXXX XXXX shows received on XX/XX/2019 and cashed XX/XX/2019. LoanCare " can't find '' the payment and has been investigating for 4 weeks now with no resolution.
Each week I have been calling to check in and the answer is the same thing each time : " we're working towards a resolution and I'd recommend giving it another week. '' I have tried to work out how to make my other payments while this one is investigated and each time I explain the issue with my escrow evaluation changing payment amounts between XXXX and XXXX, the reps mention that their system won't process the payments correctly until XXXX is paid.
I don't feel like I should have to hold a company 's hand to this extent when I am trying to make my payments as normal.
Starting on XX/XX/2019 : I started receiving pre-foreclosure letters because of missed payments. I am at a loss of words over this since I am doing everything I can to resolve the situation and get the payments made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was with XXXX but due to the recent court ordered restructure to XXXX my loan was transferred to Loan Care, LLC. Based on the paper work I received any payment made after XX/XX/2019 was to be made directly to Loan Care, LLC. As I have explained to Loan Care, LLC I made my XX/XX/2019 Payment on XX/XX/2019 to XXXX because I would be out of town and at that time Loan Care, LLC information was unknown to me.
On XX/XX/2019 I began to get notices from Loan Care, LLC that I needed to make my XX/XX/2019 payment to avoid late fees and credit reporting. I called immediately the customer service line to Loan Care and spoke with XXXX. XXXX, employee number XXXX, said it was not of Loan Care 's issue because they only take what XXXX gives them and I have 60 days to make my " missed payment ''. Frustrated I asked to speak to a manager at which he told me none were at the office.
I then went on-line to both XXXX and Loan Care, LLC and emailed customer service attaching my payment history which showed two payments made in XX/XX/XXXX. I got NO response from either Mortgagee.
On XX/XX/2019 I received mailing from Loan Care, LLC ( XXXX ) stating that " my mortgage is now two months behind. Unbelievable!
I called immediately the customer service number provided on the letter. I was told this was a Virginia call center. The first customer service rep was a female but she ultimately placed me on hold till the phone disconnected.
I called back. XXXX answered the phone. I explained to him the entire issue and he again stood by what XXXX had said, " it is not Loan Care 's issue. '' He further stated that XXXX went bankrupt and I needed to make this payment. I could not believe the lack of customer service or attempt to look at my payment history. Which come to find out is all on the Loan Care website! I asked XXXX for a manager but again no managers were on site. He said he could put a note and someone would maybe contact me in an hour or so but they will most likely tell me the same thing.
I simply can NOT believe what I am hearing and the fact they didn't even try and understand what was going on.
I looked further at my payment history and realized just before XXXX transference my loan to Loan Care, LLC they applied my entire payment to principal! I looked on Loan Care 's website and sure enough it shows two payment inXX/XX/XXXX with the later being applied solely to principal. CAN THEY NOT SEE THIS????? DO THEY NOT HAVE ANY RESPONSIBILITY TO UNDERSTAND WHAT IS GOING ON????
I have mailed a double payment today by check in which I CAN NOT AFFORD TO DO without major sacrifice. I expect that this will be applied correctly and further no credit reporting agency shall receive INCORRECT reporting of mortgage payments being late!!!!
The WORST CUSTOMER SERVICE! Total Lack of accounting ability. This is uncalled for so many attempts were made to find and correct this error but NO ONE from Loan Care, LLC cared to even try. COMPLETE DISMISSAL.
A mortgage company should have some sort of diligence to understand each and every loan, ESPECIALLY when the mortgagor is making numerous attempts to correct a situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
North Prosser, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: For the past year had a mortgage with XXXX wholesale mortgage and never had a problem. My loan was sold to Loancare without notice. My employer was making my mortgage payments for me due to medical issues and sent in a payment XX/XX/XXXX for XXXX. I was told there would be no late fees for 60 days due to the sale of my loan. I had my employer send in the loan amount that I had paid for the past year because I had received no notice of increased amount. Loancare applied the payment to XXXX ' bill instead of XXXX, even though XXXX ' bill was not due until XX/XX/XXXX and I had been in communication with Loancare, noting on my account about my employer paying the amount and that it would be a little late because I had no documentation provided by Loancare to submit to my employer in order to pay the bill. Loancare is now saying that my monthly loan amount has increased over 100.00 per month, when my property taxes have stayed the same and my insurance has only increased roughly 12.00 per month. I have read many complaints as to the mishandling of loans by Loancare and every time I contact them, I get a different answer. I am now considered " in default '' of my loan because they refuse to send me a breakdown of the costs verifying that what they say is true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
Finksburg, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hi, My complaint is with Loan Care. My account was just transferred over from XXXX in XXXX 2019.
My problem is that they do not use their "unapplied" account to hold incomplete mortgage payments. Which I learned the hard way.
I was behind on my mortgage about 3 months. I am XXXX XXXX so my income is not that consistent or timely should I say as things may happen with deals...
I made an arrangement to make 2 payments because that is what they would accept. (Luckily in my job when I do get paid it's a lump sum but what about people that have regular steady pay and cant come up with XXXX in a mth...) I ended up sending in the wrong amount by XXXX. Instead of someone calling me they send ALL the money back to my account. This in turn made the amount I had available for the mortgage Payment less because I had other automatic payments coming through my account but of course the mortgage is 1st priority. This was my 1st payment with them so I had no idea they send incomplete payments back. Not only that but you have to make 2 pmts at a time if you are behind instead of you being able to send what you have. This also eliminates the option to pay your loan bi weekly as I had been accustomed to. It's a mess that I'm trying to fix.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation