LoanCare, LLC

2019-08-18

Chester, NY

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

Timely Response

2019-08-18

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX closed in XX/XX/2019. Loancare took over the loan. A mortgage payment was made in XX/XX/XXXXand XX/XX/XXXX using the old XXXX account number. XX/XX/XXXX payment was properly processed and credited to my account. XX/XX/XXXX payment was paid by XXXX XXXX (my personal bank) but not applied to either my former account number through XXXX, or my new account number through Loancare. I spoke with a Loancare representative on XX/XX/XXXX and was told they were looking into the matter. XX/XX/XXXX and XX/XX/XXXX were paid using the new account number and the payments were properly dispersed into the mortgage account. I have received certified letters threatening foreclosure, despite keeping in contact with Loancare every week about this matter. A proof of payment of the XX/XX/2019 payment issued by XXXX XXXX was emailed to Loancare on XX/XX/XXXX and a ticket number was issued to me to ensure proper communication. XXXX XXXX has also ensured me they are working to resolve the issue. I have also reached out to the XXXX XXXX XXXX. The only thing I am asking for is the money either given back to me, or the money dispersed to my loan account. It has been over 30 days since this problem has been brought to Loancare's attention, and I am frustrated by the lack of response and urgency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-17

Maynard, MA

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

2019-08-17

TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I reached out to loancare servicing in regards to my MIP being totaled as we reached the 78% LTV ratio in XX/XX/2019.The home appraisal, per the tax assessor is $XXXX. I submitted documentation to Loancare in XX/XX/2019,as requested. I later spoke with a representative of Loancare who confirmed that the home appraisal figure was in fact $XXXX. The representing requested that the deletion of MIP be reviewed again inXX/XX/XXXX. With that being said, we received a letter stating we still were not approved to delete the MPI, when in fact we did qualify since our percentage of the LTV is currently at 77%.I have reached out to Loancare on three separate instances, yet have been unsuccessful in deleting the MIP. This is due completely to lack of due diligence in regards to Loancare. This is my last effort to resolve this issue before seeking legal counsel.The Homeowners Protection Act states that the services should have deleted our MPI once our LTV reached 78%. Please note:The Tax Assessor sends a copy of any increases or decreases to our home appraisal each year. 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

2019-08-16

Passyunk, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-16

Closing on a 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

2019-08-16

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home loan was transferred to a company called loancare Im currently trying to payoff the balance owed with insurance checks totaling more than I owe. They keep stalling the process with either filing issues or even losing my check its not a hard task to deposit checks and process payment. I as well as many others I have spoken with agree that they are intentionally doing this to gain the extra interest. If I didnt pay it off myself and just sold it, the process wouldnt take as long. I currently am also due back over $ 14k for over payment. Customer service is highly rude. 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

2019-08-16

Beyersville, TX

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I purchased my home in XXXX of XXXX. The loan was sold by my original lender to Loan Care a Service Link Company ( My Loan Care ). Since then I have been over charged for my MIP. They seem to be treating my loan as an FHA not a USDA loan. I was charged : {$840.00} In XXXX of XXXX {$830.00} In XXXX of XXXX {$810.00} In XXXX of XXXX and {$840.00} In XXXX of XXXX I am only supposed to be paying .35 % of the value of my loan which is about {$550.00} a year and that number should be decreasing due to paying the loan amount down. As you can see mine jumped back up to the origination amount. I started trying to resolve this issue in XXXX of XXXX with the loan company and they just steadily give me the run around and they promise I'll have someone call me back but that never has happened. I end up calling them and spending at least an hour if not more on the phone every time. I have consistently followed the step they ask me to and they do not follow through on their end. I have filed emails to create a paper trail, waited for the follow that never came. Spoken to a supervisor and waited for a follow up that never came and now i am wondering if there's anything that can be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-16

Round Rock, 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

2019-08-16

Hi Vista, CA

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

2019-08-16

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Gentlemen! First of all, I did not choose this crooked mortgage Co : my previous mortgage servicer went bankrupt, the government took over the mortgages and gave them to the crooks under the name LoanCare LLC, without asking my opinion or consent. this company charges their customers bogus hidden fees. they charge me {$10.00} every month for making my monthly mortgage payment. they do NOT provide you with any other payment option that would allow you to avoid paying {$10.00}. this is a ripoff : this " fee '' was never disclosed to me nor I ever agreed to pay it. if they charge thousands of client {$10.00} each every month {$10.00}, that will add up to a nice chunk of money for them fordoing nothing, - not too shabby. and what prevents them to turn this {$10.00} bogus fee into a {$50.00} or a {$100.00} bogus fee next month? My account is paid on time before the due date, the representative on the phone was not capable of explaining coherently what the {$10.00} ripoff was for. can you please help me to understand why I am being robbed {$10.00} each month? I am a semi retired senior citizen, I work only 20 hours a week due to my multiple and serious health issues and I am still raising XXXX minor children, I don't have any spare money to give to every crook out there. thank you for your help.
Company Response: Closed with explanation

Timely Response

2019-08-15

San Gabriel, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My current mortgage company is trying steal {$3000.00} Plus dollar to put in escrows account of mines as they are saying it for an property tax.I double check with my county and they inform me there was no payment or back payment due. They won't provide me with any document of the payment was made but Inform me it was for my property. I check the email they made the payment to and it was for an different county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-15

Lodi, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare fraudulently resubmitted an online billpay check to my credit union. The second payment from my account taken on XX/XX/19. The initial payment was paid by my credit union on XX/XX/XXXX, then Loancare retried it on XX/XX/XXXX and my Credit Union paid it again causing overdrafts, etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-15

Frisco, 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

2019-08-15

W Warwick, RI

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

2019-08-15

Tarzana, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The reason for my complaint stems from a number of factors. My mortgage loan is with Loan Care and I have been desperately making all efforts to save my home through foreclosure by means of applying for Home Retention Programs that will allow me to retain my home. I have submitted several packages received form Loan Care and each review ended in a denial due to several errors made by Loan Care. I have brought this issue to them through the appeal process to only encounter the same errors. The error stems from the total income reported. The reason my loan fell behind was due to being placed on XXXX. I have submitted Home Retention Packages on the following dates ; XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019 in efforts to correct the mistakes made by LoanCare surrounding my income and unfortunately we have gotten no where. We have been denied for insufficient income to too much income which doesnt make any sense. The first denial was on XX/XX/2019 whereas they advised me the reason my loan was denied due to the 3rd party Vendor they contracted to perform a BPO never returned the results. After express my concerns and given that I had no control over the vendor they hired, they determined it was a mistake and re-opened my file for consideration of a loan modification. XX/XX/2019 I was advised verbally that my loan was denied due to " Insufficient Income ''. I requested what income and expenses they have recorded and they advised me that only the " Underwriter '' can go over that information and that I would get a call within 3 business days. That never happened. I called back on XX/XX/2019 and was advised to submit an appeal with an itemized breakdown of my income. I filled the appeal providing complete breakdown of the income as they requested. On XX/XX/2019 I spoke with XXXX and she advisewd me that the appeal was denied as of XX/XX/2019 and that it was denied because " XXXX Income '' was used. However, my income was not unemployment. It was XXXX income. The representative advised me that I needed to submit a new package but needed to omit the " XXXX /XXXX Income '' as this information is not considered. XX/XX/2019 I resubmitted the Home Retention Package omitting the " XXXX Income '' as they requested. On XX/XX/2019 I received an e-mail from XXXX requesting that I add the " XXXX Income '' to the application although she specifically told me that this income could not be considered. I followed her instruction and revised the application to consider the " XXXX XXXX '' on XXXX XXXX. She was also advised that the " XXXX XXXX '' would run out on the first week of XXXX and wanted to make sure she was aware of it. She advised me that she made a note. I also e-mailed her a copy of the " XXXX/XXXX Award Letter '' which also states a date that the funds would run out. On XX/XX/2019 I was advised that the loan modification was denied due to " Too Much Income ''. In speaking with the representative, I was advised that the " XXXX Income '' was used although the benefits ran out and that I could not reapply. This is truly unfair. My application was based on income that I no longer received and they were fully aware that the benefits ran out and they are unwilling to reconsider my application in light of this information. My hardship has been resolved and we are in the financial capacity to not only resume payments but afford our home as a whole. We are requesting for an adequate review of our finances based on true and factual information as it is truly my intent to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-14

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

2019-08-14

Buckeye, AZ

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

2019-08-14

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) New Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) Old Account - XXXX - XXXX ( loan total ) - XXXX ( payment amount ) When the old account " XXXX '' transferred to the new account " XXXX '' the principle payments were not applied. This resulted in my balance being reset. The payment amount also changed. This is an interest only loan associated with my main mortgage. I financed my down payment through a mortgage program offered during my transaction. This is also reflected in my closing documents. I now have a billing statement that went from $ XXXX to {$1300.00}. They're also charging escrow and principle on this loan which is not allowed. I have contacted this company multiple times, but no one has corrected this issue. I want to get this resolved. I have never been late on any payment and shouldn't have to chase the bank down to rectify this error. The larger loan seems to be correct, but I would like to see how the payments were applied just to verify that the principle balance is being reduced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-14

Boston, MA

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

2019-08-14

Dallas, 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

2019-08-14

Columbia, TN

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

2019-08-13

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was purchased and taken over by LoanCare , LLC I was making my full payments on time but would pay partial payments through bill pay services with my bank before the due date or 15 day grace period. I made a payment by bill pay {$320.00} that cleared my bank account XX/XX/XXXX for due date XXXX I made a payment by bill pay {$1200.00} that cleared my bank account XX/XX/XXXX for due date XXXX {$320.00} + {$1200.00} = {$1500.00}, total due was {$1500.00} on XXXX I made a payment by bill pay {$670.00} that cleared my bank account XX/XX/XXXX for due date XXXX I was planning to make the rest of my payment on pay day XXXX before 15 day grace period which would have been XX/XX/XXXX. I received a letter that stated that I had missed payments so I called on XX/XX/XXXX, I was informed that they don't accept the partial payments, only in full payments. They were willing to help me out and reverse all the payments that I made that applied to principal and apply them to my monthly payments. They agreed to reverse all 3 of the above payments that I made. I was told they were all set up and would take 7-10 business days. I called again on XXXX to make sure the final amount owed for XXXX was correctly applied to my XXXX payment rather than my bill pay services through my bank. I paid {$850.00} on XXXX for a total payment of {$1500.00} for my XXXX payment due XX/XX/XXXX with grace period. Amount due total for the month was {$1500.00}. I also went over the reversed payments and all the dates and amounts again and was told everything was still in the process or completed. I received another notification that I was still missing a payment and was in 30 days of default and may lose my home to foreclosure. I called again XXXX they informed me I was still missing {$320.00} towards my payments and that they would set up the {$320.00} again for reversal from principal to apply to payment. In the mean time they reported to the Credit Bureau that I did not make my mortgage payment and it dropped my credit score by almost 120 points. I made every step to correct this back in XXXX and there should have been no reason why they should have reported it to the Credit Bureau. They assured me several times that all payments were going to be reversed and correctly applied to my payments and that there would be no late payment and my account would be in good standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-13

Fountainville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My {$100000.00} cashiers check is " lost '' after LoanCare LLC received it via certified mail. One week has gone by and the company has asked for my receipts. Prior to sending our principal payment, we called LoanCare LLC to understand the process for making large principal payments. Although we preferred electronic payment using their own website, we were asked to send the {$100000.00} cashiers check via mail. We verified the approached and the address with them prior to making this large principal payment. We sent a {$100000.00} cashiers check with the account number on the check via certified mail to XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, PA XXXX. We documented the process with pictures. After 1 week, they still have not credited the account even though the certified mail shows that they received and signed for the check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-13

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: MY LONECARE, LLC This company has failed to assign money we sent for escrow and has charged us two months at the incorrect price. We've called both months and we were told the 1st month that escrow would be applied and our payment would be {$1500.00}. Then we called last month and we asked for the escrow amount, which was sent with the coupon sent we received from the company the mail, to be refunded to us because that extra amount was fraudulently charged sinxe the departments didn't enter our money properly. We have since spoken to 3 people, 1 manager, 1 case elevations person- still the money is in our principle account and not the escrow we allotted it to. The company says we now have a deficit and we owe. On top of the incorrect amount being taken 2 months and about to be a 3rd. {$180.00} was supposed to be refunded to us- we emailed a dep to treatment and got a code for the refund to go to come to us in a check. We called and they've again told us they have no money in the escrow and thereby have no money to return to us. We did not give permission for the {$1600.00} to be charged in the month of XXXX and XXXX. We gave permission as of XX/XX/XXXX {$1500.00} to be auto-drafted for our new monthly principle. With our escrow paid in full- as we sent a check and have a copy of the memo line alotting it for escrow ONLY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response