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 16
2019-08-23
Wasilla, AK
Trouble during payment process
Mortgage: FHA mortgage
Complaint: MY COMPLAINT, New Residential Mortgage LLC LoanCare , LLC Acc # XXXX Recently XXXX sold my XXXX mortgages for XXXX different properties to XXXX XXXX although I get XXXX different statements, XXXX says XXXX XXXX and the other says XXXX XXXX. The first issue I had, which didnt appear for a couple of months, due to the transition, I noticed they added fees when I paid online and after the first of the month. I pay with my Social Security check which I get on the XXXX Wednesday of each month. I called and questioned the fees and mentioned that I had until the XXXX to pay, they informed me that if I didnt pay it on the first they could add fees. I also questioned why they raised my payment from {$1500.00} to {$1600.00} and she was rather vague but indicated it had to do with the escrow. On the other mortgage, XXXX, the payment remained the same but they added the fees for making my payment either online or by phone after the first, and I never had any of these fees with XXXX as long as I paid by the XXXX. I questioned how they could make these changes just because they purchased the loan from XXXX. The individual I was speaking to indicated they could do whatever they wanted to if I did not pay on the first. Just recently I received a letter that includes the annual escrow disclosure statement and it came from XXXX XXXX dated XX/XX/2019. It stated that there was an escrow shortage in the amount of {$5900.00} and it indicates that my current mortgage payment of {$1600.00} is going to be raised to {$2100.00} effective XX/XX/2019. They state the mortgage is owned by XXXX XXXX XXXX XXXX XXXX and service by XXXX XXXX XXXX. XXXX had previously increased my payment from {$1300.00} to {$1700.00} but then dropped it to {$1600.00} and then down to {$1500.00} which is what I was paying when XXXX XXXX took over my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-23
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loan Care says that they never received my XXXX payment. I have had countless phone calls with them totaling countless hours on the phone. I have spoke to representatives, managers, supervisors, I have even had my bank on the phone with them. I have sent them countless e-mails with all the information they ask for to fix the issue. Each time Loan Care assuring me or us that they have the information they need to handle the problem and assured me it would be fixed. It is now unbelievably XX/XX/XXXX and it is still not handled. I have never missed a payment on anything in my life. This was my first scheduled payment with them once they got my mortgage from XXXX and obviously they didn't handle the switch correctly as every payment after was made the same exact way and they received it just fine. I am at my wits end with this company as they are unable to fix the problem and essentially stole my money. I have even had managers PROMISE me they would call me themselves at a specified date and time multiple times and they never got back to me.
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
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
2019-08-22
Atl, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-22
OH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX, my home was destroyed by a tornado. I contacted the mortgage company, LoanCare aka XXXX XXXX at that time. I requested a payoff statement per my insurance company request, and a check was mailed in XX/XX/XXXX for the full amount of the payoff ( {$48000.00} ). I called the mortgage company, and confirmed that the check was received, and that the loan was paid in full. My insurance company confirmed that the check cleared the bank on XX/XX/19. On XX/XX/19, I recieved a letter from LoanCare stating that the check was rejected, and was returned to me. I did not receive the check. I have made numerous calls to LoanCare, and have been told that the check was placed in a " suspense account '' in error, and the payoff would be rectified immediately. I sent a letter by mail and an email on XX/XX/19, asking that they apply the check to the account, with no response. I have waited the seven business days for a response, and have heard nothing. The check still has not been applied to the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-22
Finksburg, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: LOANCARE, INC. TERRIBLE CUSTOMER SERVICE VIOLATION OF HOMEOWNERS PROTECTION ACT.
Our loan recently got transferred to Loancare. We are attempting to reamortize the loan and/or to put cash down to get rid of PMI. We have attempted numerous times to contact the company to discuss our options, but are unable to reach anyone who will assist us. As this has been going on for 2 months ( about to be 3 ), we are about to make our 3rd payment where we will be unnecessarily paying PMI. We believe that Loancare 's terrible customer service is preventing us from getting our rights in the Homeowner 's Protection Act.
DETAILS OF WHAT HAPPENED : Our loan was transferred from one lender to Loancare , LLC. around or before mid-XX/XX/XXXX of XXXX, very shortly after we closed on a house.
During that time, we were attempting to put cash down on our loan and have the loan reamortized/recast as we had additional money to put down. This would avoid PMI and make our monthly payments lower. Shortly after it was transferred, we attempted to reach Loancare, but did not have our account number at that time ( as our loan had just been transferred to them ). They indicated it may take several weeks to get the documentation in the mail ... .but we would not be responsible for paying our first payment for 90 days ; as the loan was sold.
Around XX/XX/XXXX, we received our first statement and attempted to call Loancare, but we were placed on hold for ~1 hour.
On XX/XX/XXXX, we called loancare again, and explained the situation to them. ( Phone reference numbers can be provided if needed ). They requested that we send the request via email which we did.
Between XX/XX/XXXX and XX/XX/XXXX ( 48DAYS ) ... .we attempted to follow-up with loan care several times. Most of these times after navigating through the multi-layerd automated system, we were either placed on hold ; or our account number was not recognized, and we had to start the automated process over again.
An XX/XX/XXXX, I reached " XXXX '' and was on the phone with her from XXXX ( 1 hour and 35 minutes ). During this time period, XX/XX/XXXX was able to look up our previous call ( from 48 days earlier ), and indicated that we needed to include the dollar amount we wanted to include with our payment in another email. I sent this request via email, and received what appeared to be an automated email confirmation. ( ie : the same email I received 48 days earlier ). I asked to speak to someone who could help me with this request, and was told that they are working on it, and will reply by XX/XX/XXXX ( 56 days after the initial request ).
This 56 day wait ; plus the wait it took before LoanCare would give us an account number ; has forced us to pay PMI for 3 months. We believe that under the Homeowner 's Protection Act ( HPA ), we have the right to eliminate PMI ... ..but are unable to due to Loancare 's terrible customer Service.
I am afraid that on XX/XX/XXXX, the issue will not be resolved ... and based on this company 's pattern of customer service, we will either be placed on hold and/or only receive an automated email ; and not have the issue resolved ; resulting us not being allowed the rights that are spelled out in the HPA.
After the phone call on XX/XX/XXXX, I asked to speak with a supervisor to discuss other options. I was placed on hold where there was an automated message saying " All the managers***To have them call back press**** ''. This automated message was muffled, so I was unable to make out what it said. I then automatically got disconnected.
I attempted to call back, ( at XXXX ) but as of now ( XXXX ) ... I am still on hold.
I am hoping that Loancare , LLC. can assist us with this reamoratizing/recasting/PMI issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-22
San Jose, 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
2019-08-22
CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: Hello I have been working with the company Loancare who currently is servicing my mortgage for about {$210000.00}. The property is about 11 acres and over the last few years I subdivided the property from one parcel to 5 parcels. After I subdivided the property I put 4 of the lots for sale. I had one buyer that wanted to buy one of the lots on the property. I started the process with my real estate agent, title company to provide all the information that Loancare needed in order to process my request. It has now been about 4 months since we started the process and I have submitted all the paper work that was required and paid over {$1000.00} for an appraisal of the property. I have called over 20 times and sent countless email to Loancare and no one there can tell me where my request is at. When I ask to speak to a supervisors I get put on hold and then get hung up on. Their customers services is absolutely horrible and they are not address my request. I have always paid my mortgage on time. I would like to get some resolution around my request and have someone handle my case and acutally be able to speak to someone that knows my issues and can provide actual customer service. I have never dealt with any servicing company that is as bad as Loancare about even answering phone calls and emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-22
Bethpage, NY
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-22
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
2019-08-21
Talking Rock, GA
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
2019-08-20
Litchfield, AZ
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
2019-08-20
Oxford, GA
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: I have been trying to get my VOM for Loancare for over a month, I have been assured several times that it would be delivered. The latest supervisor (XXXX) XXXX XXXX told me XXXX XXXX today...and to call back if it was not done. Now, XXXX XXXX and he won't even return my calls - I am a paying customer and do not derve this kind of treatment. I was told it would be here by noon last Friday by a supervisor, the next one hung up on me, and several customer service reps also because I said I would hold instead of getting a call back another company canned lie. Why do people want to hold you may ask, because I have put in 10 hours with Loancare since Friday the XXXX! As of now still do not have the request the customer is asking for...it says complete on their end, yet never received on my end. A XXXX 12 year old can resend a fax/email Loancare = XXXX!XXXX XXXX - is just a number to make you feel good - more XXXX!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-20
Huntsville, AL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: As you will review, if you have access to my records, I have had many complaints again my mortgage company. In XX/XX/2019 I thought a resolution had been made with XXXX XXXX. At the beginning of XX/XX/2019 I realized that the issue was not resolved because my account was showing delinquent on my credit report. It stated I still owed for XXXX. The overall issue is this, which then brings me to my dispute with my credit report.
They want to charge me {$400.00} a month for my escrow. When I calculate my escrow based on my Taxes and Insurance bill the basic math equals {$250.00}. If then I provide a 2 month cushion, the amount comes to {$290.00}. Currently I send in a check each month one for Principle and Interest = {$750.00} and then an Escrow check = {$290.00}. The billing department will put all of my money into Escrow because I am not equaling to what they say I owe which is {$1100.00}. Then my account looks delinquent when in actuality I have paid. They did this all last year and are starting to do it again. If I put on the memo line of my check what it is to be accounted for that should not be an issue. I also always include a letter with the same information. There has never been any dispute of this information provided to me in writing, I am only informed by my credit report. They never send me notifications or statements. The only communication I have is with XXXX XXXX.
In the end all I want is to have my credit report reflect I make my Mortgage payments on time, because I do and I can prove that. If they choose to put the money toward Escrow and ruin my credit then I will continue to complain and may have to take further legal action which I really do not want to do. This saga has gone on too long and according to some research this company seems to have a lot of complaints and one lawsuit due to the same issues as I am having. If you are suppose to be looking out for the Consumer why does it take so long for these companies to be taken to court and made to account for their actions?
Company Response: Closed with explanation
2019-08-20
Lake Elsinore, 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
2019-08-20
Bayway, NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: This is a continuous complaint to complaint id XXXX. XX/XX/2019 I made payment to my mortgage company, it was returned due to me having fraud attempts on my bank account. Once I found I contacted my bank immediately to resolve this issue. Issue was resolved and I contacted the mortgage company to apologize and to resubmit payment. Payment was accepted and was advised by XXXX that the returned payment took me out of the modification program. I asked her why she said because during the trial payment I am not allowed to be late or have a payment returned. I continued to dispute it as I am no longer on the trial payments as that ended in XX/XX/XXXX and now XX/XX/XXXX placed me in the stage of starting over, which means I complied with the trial and am now given an opportunity to start fresh in XX/XX/XXXX. As the Agreement that I signed did not state that "if a payment is returned that the modification Agreement would be terminated". I have attached a copy of same for your review. I have attempted to make my XX/XX/XXXX mortgage payment under the modification agreement and was advised that it would not be accepted and I received a notification from XXXX and XXXX that LoanCare has marked my mortgage payment late. I am in desperate need of your help. I am a XXXX mother of XXXX kids and I am trying my hardest to keep my house but this company is doing everything possible to keep me from that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-20
Bridgewater, 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
2019-08-20
Myrtle Creek, OR
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
2019-08-19
Stephenville, 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
2019-08-19
Spring Hill, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have 2 Loans that have been recently bought out by Loancare. I have made a total of 4 payments thus far. For some reason on my most recent bills, the first two payments made are missing in the Transaction Activity. No one from loancare/XXXX XXXX can give me an answer - and the money was in fact deducted from my bank account. I was told by a customer service rep to reach out and attach my bank statements as proof of payment which I did and then to call back. I called back and they told me I might receive a call back in 3-5 days - but if I don't, to call in a week.. I need this sorted as we paid our payments well on time. I do not want any missing payments or late payments on my credit report. I also have the payment confirmation emails dated XX/XX/2019 for both loans if you need those sent over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-19
Harsens Is, MI
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
2019-08-19
San Diego, 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
2019-08-19
Maumelle, AR
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
2019-08-19
Staten Island, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: LoanCare, LLC is a mortgage lender who makes loans secured by real estate in New York, including the law requiring it to pay borrowers a minimum of 2% interest on money put in impound escrow accounts. LoanCare appears not to do so, and the complaint claim that the company has violated New York's Unfair Business Practices Act and breached its contracts.1) I kept asking Loancare to remove me from having an escrow account and wanted to pay the property taxes and insurance myself. They refused to comply with my request, stating it was mandated. When asked to show where this is specified, no one provided specifics and my follow-up requests were ignored.My account history shows the following:XX/XX/18 $XXXX Interest on Escrow applied and then deductedXX/XX/18 $XXXX interest on escrow, but it's not applied.I called Loancare stating that the escrow was not paid and asked they correct it and apply interest on escrow towards the principal. Specifically, to NOT place it in escrow, as I was continuously trying to get Loancare to remove me from having an escrow account, so that I can pay the taxes and insurance myself. They did not comply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-18
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019 my mortgage was transferred from XXXX to LoanCare. Immediately LoanCare issued a statement that I owed a back amount of $XXXX plus the current due amount of $XXXX for a total of $XXXX due as first payment.
The back amount is in error as all payments where current with XXXX. I have statements showing this.
I switched my auto payments over so the first payment due to LoanCare would be sent to them on XX/XX/XXXX and on the same date for following months.
For the following 3 months LoanCare did not credit my account with payments even though they had received them. I have bank statements showing the electronic payments made along with detailed payment transfer information supplied by my bank.
During this time I tried multiple time to contact their customer support to resolve this with the following the results.
Phone calls during their established hours result in being hung up on by the auto attendant after entering the loan information.
Attempts to create an online account to monitor my loan have been denied with a message to contact their customer support which multiple attempts at all number provided end in being hung up on after entering the account information required to get through the auto attendant.
On XX/XX/2019 I followed their instructions and mailed certified a package of support and letter requesting resolution to their Resolution Center which was signed for on XX/XX/2019. I still have not received a response as of XX/XX/2019 and their has been no correction to the account.
At this point LoanCare has refused to provide any viable means to work with them on resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation