LoanCare, LLC

2019-08-13

Antioch, 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

Hamburg, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX ( LoanCare company ) took over my mortgage in XXXX XXXX, my previous mortgage company must have sold it to them due to their bankruptcy proceedings with XXXX DA 's office ( XXXX ). I paid my mortgage by check due date XX/XX/XXXX without issue, for the amount of {$910.00}. I then received an escrow analysis statement, dated XX/XX/XXXX, stating if I did not pay {$1000.00} shortage, my monthly payments would grow to {$1000.00} per month. I decided to pay the lump sum, and keep my payment lower ( if shortage paid in one lump sum, the per month would be {$950.00} ). I paid this shortage with a personal check, and mailed it, with the escrow shortage ticket, on XX/XX/XXXX. I also noted the check was for ESCROW SHORTAGE on the check. I then received my new mortgage statement for XX/XX/XXXX for {$1000.00}. I needed to wait until the check was cashed to requested an updated statement. Once deposited on XX/XX/XXXX, I called LoanCare for an updated statement on XX/XX/XXXX. After a few days, nothing. I called again on XX/XX/XXXX, asking what was going on. I was told it sometimes takes a week, and then it was 'escalated ' to urgent. Nothing was mentioned to me of anything wrong, other than the process apparently takes more time than I think is required. I waited another week. Even though I have a grace period until XX/XX/XXXX at XXXX XXXX, I do not like waiting to pay my mortgage, I pay ALL my bills on time/early. No statement came in the mail, so on XX/XX/XXXX I called back fro the third time and requested a supervisor. XXXX then informed me of the escrow problem. Even though I had been calling in the weeks prior, no representative informed me that my escrow shortage payment was applied incorrectly to my account. I was naturally upset, I had repeatedly called for new invoices but no one felt the need, until now, to tell me that the payment had been botched. XXXX said it would be done by the end of the day. In the interim, I signed up to see my account information online, but did not add my bank account information. By XX/XX/XXXX, the issue had still not been resolved. I called again, was put on hold for over XXXX minutes. I simultaneously called on another phone line, and XXXX picked up. He was very helpful and put me through to another supervisor, XXXX. She explained that even though it was put in to be done, it would take until XX/XX/XXXX to be completed. I had a very long, and unsettling, lecture for her. Why was this not taken care of expediently in the first place? How am I supposed to trust my payments are applied, AS INDICATED, when I use the correct payment tickets and make notes on the check? Why does this have to take so long? I also verbally confirmed with XXXX that once these processes are finished, I would pay my XXXX mortgage {$950.00} by check with a new invoice ( which I would yes, again have to call and request ). I also impressed upon her how these are her company 's issues and I will not be cited for a late payment, any fees, OR a hit to my financial record because of this ridiculous debacle. I also made sure to tell her that I would not be using online payments, since I clearly can't trust her company to do anything correctly or in a timely manner, so trusting them with such information would be unwise. As of today, XX/XX/XXXX, at XXXX XXXX, my online account is still reflecting the incorrect payment amounts, and the escrow has not been correct. I called about 20 minutes ago, and was told it should 'post ' by the end of the day, meaning I have to wait until tomorrow to request a new mortgage invoice to reflect the correct monthly amount, wait a week for it to be mailed to me, and then return it with the correct payment. These people are screwing with my money, and my financial well being by not being competent enough to process such things in a timely, honest, and correct manner. As of XXXX XXXX on XX/XX/XXXX, my issue is STILL not resolved. I want to know why they can take a month to correct such a blatant issue due to their own incompetence and negligence in handling my correctly submitted escrow shortage payment, and how I can protect myself from being liable for any potential black marks on my financial record/credit. I can not afford the monthly payment now that they refuse to fix the escrow payment shortage as I instructed them. I have all the documentation, attached are the mortgage statements, escrow disclosure statement, and my cancelled check showing it was labeled correctly. I do not feel comfortable attaching that information without proper encryption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-12

Morristown, 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

2019-08-12

Chula Vista, 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

Timely Response

2019-08-12

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My original mortgage servicer, XXXX, was bought out by LoanCare. When LoanCare took over, I received a new address and loan number to send in my payments. I did that timely for each month the loan payment was due. After month one, XX/XX/XXXX, LoanCare said they did not receive my payment. I let it go thinking they needed time to find me in the system. After month two, XX/XX/XXXX, my payment was again not received, or so they said. What was really happening was my payments were not being applied to my account specifically due to their error. After speaking with them on multiple occasions, they could see the payments were made but had been pointed to the wrong account. I was told initially that they would handle the problem. The final time I called, because I received another letter ( or two, I can not remember ), that threatened fore-closure, I was told that it would be taken care of in 3 days. That was XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating that I was in Pre-Foreclosure! My loan is not in arrears and the company, LoanCare is absolutely in error with my 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

2019-08-12

Winton, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have paid my lender for an appraisal and the value came back at {$520000.00} and i have paid down my loan to below 75 % LTV. I have not been late on my mortgage for at least 24 months. I have requested multiple times that my Lender remove PMI since my LTV is 74.85 % now but they are not removing it. They are saying based on the original purchase price my LTV is higher than 80 %. My Loan Amount : {$380000.00} My Appraised Value : {$520000.00} I have included a copy of the appraisal as ordered and provided by the Lender and can verifying a property value of {$520000.00}. The Lenders website is also showing a property value of {$520000.00}. Please help as the Lender keeps making excuses and not removing the PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-12

VT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Loan was transfer from XXXX, who filed Ch. XXXX to LoanCare. Prior to my transfer I had requested a cancellation of my escrow, which was confirmed by XXXX. Something did not transfer right, only the insurance portion was canceled. When I made my payment without the escrow amount I was charged a late fee. I quickly resolved the issue but have been fighting with LoanCare for 4 months to have the fee reversed and apply my payment correctly. After I was told in XXXX & XXXX that the fee was reversed on XX/XX/XXXX and the overpayment that was put to the principal curtailment would be adjusted if I paid X dollars in XXXX. After my XXXX payment I received a call that nope I was given misinformation and that now I have a short payment again. I have requested that they pull the phone recordings to prove that it was not my fault and that their customer service confirmed the information. In the meantime they are refusing to complete the cancelation of my escrow because I have a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-10

Lk Buena Vis, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To whom it may concern: I had my mortgage with XXXX most recently, XXXX transfer account to them, well XXXX filed bankruptcy and all the accounts went to Loan Care (NewRez) around XX/XX/2019. When I called them to setup account, get info on them, the recording states it a collection agency. When I was able to speak to a rep, she explained that we (all previous XXXX accounts) were not in collection its just was transferred to them for us to submit payments. That all pymts would be handle same, meaning (and I asked) that we have until the 16 of the month to pay with out late fees, Thats all explained. To my surprise & I am sure to other ex-XXXX payees they (Loan Care) failed to say they charge processing fees to submit pymts. That to avoid $XXXX fee to pay on or before the 4th of the month, if past the 4th, then no matter how you submit pymt they start charging, that is something we never had to do if we actually with a Bank. I get if I call, charge me a fee like any other financial services, but I pay on line, I am not in collection to be penalized with this fee, especially when we did not have any say why our accounts were transferred to them & not another bank. Can you imagine all the accounts transferred paying for 30 yrs @ $XXXX or more a month, what sweet piggy bank for them??? The reason I cannot pay before the 4th is that I am the only income in my home, I need to pay checks to be able to cover mortgage & not loose our home. I am asking you please help us all not be charged those convenience fees we have no fault or remove us to a reliable bank. Not a collection agency, Please!!! The company again NewRez/Loan Care//Loan# XXXXXXXX//they call it a one time draft fee assessed, but this is charges every month, so its not one time. Not fair again we get penalized to pay these fees. Our accounts has to be handle like a just transferred & not a collection, we are not past due. I reported them to XXXX, but they have yet to care to respond. They dont care. 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

2019-08-10

Allenwood, NJ

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Complaint: My mortgage company XXXX went chapter XXXX, sent my loan to XXXX XXXX Loan Care. They are charging me for escrow, I pay my own taxes and home owner insurance, I always have. I cant get them to correct the problem, its been three months, Loan transfer date was XX/XX/2019, I have sent {$3200.00} to straighten this out. They did not properly apply the money, also sent {$1000.00} towards principal, also not correctly applied. Please help the company is a nightmare. I have notified my lawyer and I refuse to send any more payments until they fix this easy but somehow impossible for them to fix problem. I have sent several emails to customer service and have not received one back form them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-10

Moapa, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: As of XX/XX/2019, LoanCare, a subservice to XXXX XXXX XXXX XXXX took over the processing of my mortgage from XXXX. I attempted to schedule the XX/XX/2019 payment on line through their website however that option was not going to be available until XX/XX/2019 or after. In order to not be late on the XX/XX/XXXX payment, I mailed Loan Care a check to the address provided and included the temporary coupon that was included with the welcome paperwork. On XX/XX/2019, Loan Care processed the check through their bank and it cleared my bank on XX/XX/2019. I logged into their website ( myloancare.com ) on XX/XX/2019 to schedule my payment for XX/XX/2019. I saw that my account did not reflect the XX/XX/2019 payment. On XX/XX/2019, I checked again and it was still not showing as a credit. I contacted the number in the welcome package and the representative attempted to locate the payment. She stated that she was unsuccessful and that it didnt appear to be credited to my old loan number from XXXX. I was asked to email a copy of the check to a specific email address ( XXXX ) and to call back the next day with the tracking number ( XXXX ). On XX/XX/XXXX, I called back and gave the representative ( XXXX ) the tracking number. He pulled up the information and stated I should have no trouble getting the payment credited as I included both the front and back of the check. He stated that I should have a resolution on or before XX/XX/2019 and that this would not affect my credit. I logged into the website on XXXX XXXX and my account did not reflect the payment. I contacted them by phone on XX/XX/2019 ( Mrs. XXXX was the CSR ) and was told that the request was still in process and they did not know when this was going to be finished. I was instructed to wait another 3 business days and then call back for progress. Due to the fact that I was not satisfied that action was being taken, I sent another email requesting a definitive date as to when the resolution was going to take place. I was given another tracking number ( LTK XXXX ). I waited until XX/XX/2019 and again checked the website to see if this was taken care of. It was not, so I again telephoned them ( XXXX was the CSR ). I was again told that it was still in research and that it is taking longer than expected and should be done in 7 - 10 business days. I was not satisfied with that answer and asked to speak with a Supervisor. They took my number and told me that a Supervisor would call me as soon as possible. A Supervisor who identified himself as XXXX called back about an hour later. He stated that according to the notes in the file, I was notified on XX/XX/2019 that they were unable to open the file I provided. I let him know that no one had contacted me and if they had I would have complied immediately as I want this matter settled. He asked me to copy the screenshot onto a word document and send it to the earlier email ( XXXX ). He waited on the line until I was able to provide him with another tracking number ( XXXX ). He opened up the file and found that it was clear and the matter should be resolved in 5 business days and to call him directly if it was not ( His direct # XXXX ). On XX/XX/2019, I called the main number and the representative ( XXXX was the CSR ) told me the payment is scheduled for processing tomorrow, that the payment was applied to my old XXXX account number, and they will contact me via email when the matter was resolved. I called the Supervisor XXXX and left a message for him to call me back as he requested if the matter was not resolved. He has of yet not returned my call. I waited and checked the website again on XX/XX/2019 and the payment was still not processed. I then contacted the main number again ( XXXX was the XXXX ) and was told that their cashiering department had been having issues since XX/XX/XXXX, that they would not be able to do anything with the work orders until XX/XX/XXXX and that I should wait until XX/XX/XXXX -XX/XX/XXXX for a resolution. She provided me with a confirmation number. ( # XXXX ) I checked the website on the evening of XX/XX/2019 and the payment was still not processed. I checked the website again, XX/XX/2019 and the payment was still not credited to my account. I checked again on XX/XX/2019 and again there is no credit applied. I contacted the main telephone number and the representative ( XXXX was the CSR ) read the notes in the file to me. He stated he had no idea what was going on with the cashiering department but was going to have a Supervisor call me in the morning to help me with answers. He stated that he would be in at XXXX EST and would send my information to a Supervisor and I should expect a call in the early afternoon. On XX/XX/2019, I never received a call from a supervisor and my account is still not credited.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-10

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My standard loan payment is {$900.00}. I have this setup as an autodraft. Loancare, my mortgage servicing provider, withdrew {$5900.00} from my account on XX/XX/2019. The sent my account balance into negative and causing me to scramble to get my account back to positive and cover other planned expenses. Prior to the autodraft date of XX/XX/XXXX, on or around XX/XX/2019 I logged into the webportal for my loan and noticed the next scheduled withdraw of {$5900.00}. In disbelief, I immediately contacted customer service ( wait time >45mins ). The lady I spoke with stated it was a typo in the system, and they will only withdraw the statement amount ( {$900.00} ). The next day XX/XX/XXXX, as I can not take the risk of this large withdraw. After speaking with multiple people over an hour period, I was told there is nothing that can be done and they are not sure what will be withdrawn from my account the following morning. They did at this time acknowledge the mistake. The following day {$5900.00} was taken from my account. Another phone call led to me emailing a copy of the pending charge from my bank account, with the promise of a check being sent overnight to reimburse. I was told at this time I will receive a follow up call with a tracking number for the check. No call came, no check came. Monday XX/XX/XXXX I called looking for some answers. I get a different supervisor with little knowledge of the situation. She finally is able to see that a check was not issued because the charge was listed as " pending '' on the emailed statement. I then provided another statement, as was told they check will be sent. I asked for a follow up call with the tracking number. Again, no call. Finally, Wednesday XX/XX/XXXX I get a call stating that a check will be issued for overnight delivery. Friday XX/XX/XXXX, after countless hours on the phone, multiple trips to the bank, stress over other bills, etc. I did receive the check for the amount of {$5000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-08

Montague, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been working with Loancare regarding foreclosure alternatives and have submitted documents to be reviewed for assistance. After a few months, I was informed on XX/XX/2019 that I was approved for a trial modification from a representative named XXXX. I was told by XXXX the approval was being generated and would be mailed to me. I then called on XX/XX/2019 to see where the approval was as I had not received it only to be told the approval was never generated because they needed a proof of occupancy. The representative admitted that although she see notes indicating a proof of occupancy is needed, only one call was placed to me and nothing thereafter. I never received a call/voice message or document informing me I needed to provide that information as I have no issues providing what is needed.I was told this error would be sent to her supervisor to get the file re-opened so I can continue with the approval. I immediately emailed the proof of occupancy on XX/XX/XXXX and when I called back on XX/XX/2019 to follow up I was told the email was never received when in fact I had proof. I then emailed it directly to the representative I was speaking with XXXX whom advised she would be submitting a request to her supervisor to ensure this information gets to the underwriter so they can review the errors that occurred. I called back again on XX/XX/2019 to be told the " appeal '' is still being reviewed and can take up 30 days to make a decision. I am now worried they will not provide with the approval based upon the events that have taken place. I am ready to make my trial payment but they will not let me. I just want to move forward from all this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-08

Washington, DC

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

2019-08-08

Hinkley, CA

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

Timely Response

2019-08-07

Tierra Buena, CA

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-06

Ft Belvoir, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home loan was transferred from XXXX XXXX to LoanCare effective as of XX/XX/2019. I called LoanCare customer service on XX/XX/2019 and spent 3 hours trying to find solutions to various problems I had with my LoanCare account. It took 45 minutes on hold to speak with a customer service representative. I attempted to remedy my first problem at this point. I had created an online account on their website and after inputting my loan information I discovered that LoanCare incorrectly input my Wife 's middle initial from the loan documents that they received. I told the customer service representative this and they told me the loan documents must have her middle initial incorrectly listed. I assured them that this was not the case and asked them to check the loan documents they had on file and fix their error. They told me that they needed proof of identification to do this so we sent them a copy of my wife 's passport. Now 3 days later they have not fixed the problem yet. I also needed to update my home insurance policy information, we combined our car insurance with our home insurance to lower our premium. I sent this information to Loancare but they had not updated our account with the reduced premium. I was transferred from customer service to the insurance department and waited on hold for another 30 minutes. They then updated the insurance information incorrectly by entering the effective start date of our insurance policy as the expiration date. This made it seem to them like our insurance policy had expired. I was transferred back to customer service and then transferred back to Insurance when I realized the error they had made. At this point neither customer service nor the insurance department was able to fix their incorrect data entry and I gave up as I had been on the phone for 3 hours and transferred so many times. While talking to customer service I also had to tried to get an answer to another issue, I had received a real estate tax bill from XXXX XXXX. I asked a LoanCare customer service representative about this tax bill and they informed me that LoanCare had paid the bill in XX/XX/XXXX. I would learn that this information was incorrect when I called XXXX XXXX 2 day later to confirm that the bill was paid. On XX/XX/2019, I spent 2 more hours on the phone with LoanCare trying to fix the problems that they were not able to fix 2 days before. I was again shuffled around to different departments and did not receive satisfactory answers to any of my questions. A customer service representative put me on hold to verify if my tax bill had been paid and than transferred me to the insurance department for no reason without answering my question. The Insurance department said they could not answer my question and transferred me back to a different customer service rep with long waits on hold between each transfer. I was than told that they could not find the email with the real estate tax bill I sent them but miraculously when I asked to speak to a manager they found the email immediately. They then told me that the real estate tax bill was a supplemental bill and I should pay it out of my own pocket. At this point I hung up and called my insurance representative from XXXX XXXX XXXX who promptly called Loancare and fixed the incorrect insurance information they had on file. I than called my loan processor from XXXX XXXX and they fixed the Real Estate Tax bill problem which by discovering that the title company had sent a check to XXXX XXXX that had not been cashed. LoanCare has intentionally horrible customer service and does not make a good faith attempt to address the issues that customers are having with their accounts. They also have extremely long waits to talk to a person and they transfer you to different departments with no warning. This system seems to be designed to make customers so frustrated they will give up and stop calling. If I had listneded to the incorrect information I as given by 2 different LoanCare LLC representatives than I would have been charged late fees on my real estate tax bill or paid a {$3000.00} bill that I did not need to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-06

Reno, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On or about XXXX of XXXX, mortgage company 'XXXX ' sent me a customary escrow shortage letter with options for paymentI always choose to pay the entire shortage. The amount indicated was $ XXXX. During this time period, *XXXX had apparently filed Chapter XXXX bankruptcy and was being taken over by 'LoanCare '. With this in mind, I telephoned LoanCare to make sure that my escrow shortage payment would be received and processed at the correct location/address for payment processing. Upon scheduling my escrow shortage, I indicated the following on the online bill pay memo field : " ESCROW shortage per XXXX ''. ( LOANCARE received my escrow shortage on XX/XX/XXXX per XXXX XXXX confirmation records. ) I received my first 'monthly statement ' ( statement date XX/XX/XXXX ) from a company called *XXXX ( contracted by LoanCare ) indicating my usual monthly mortgage amount of {$710.00} to be paid by XX/XX/XXXX. The XXXX pymt. of {$710.00} is confirmed to have been received XX/XX/XXXX per XXXX XXXX confirmation records. My second monthly statement dated XX/XX/XXXX from XXXX reflected a higher mortgage of {$720.00} due by XX/XX/XXXX. I remained consistent with my past monthly payments and paid {$710.00} since LoanCare or XXXX had not notified me of any change to my monthly mortgage due to property, homeowner insurance or county tax issues. During XXXX, I received correspondence from LoanCare ( not XXXX ) labeled, 'Annual Escrow Account Disclosure Statement ' with their statement date of XX/XX/XXXX indicating a $ XXXX shortage contrary to XXXX XXXX amount ; and that the new mortgage payment was {$720.00}. Now, I was both confused and frustrated. ON : XX/XX/XXXX XXXX ( PDT ) XXXX..choosing escrow dept. option, I spoke with XXXX, yet she transferred me out of her department to XXXX ( spelling? ) who told me " will send a request to the escrow department '' because I had paid the original escrow shortage, they had applied it to the principle and if my XXXX statement did not reflect my customary {$710.00} mortgage payment amount, I should call back. ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX XXXX and spoke with XXXX asked her to refer to their records of my ph/call on XX/XX/XXXX about the two different mortgage amount/statements and it was then discovered that the designated escrow money I paid in XXXX had not been applied to my escrow shortage account. ( Regretfully, I can't find my XX/XX/XXXX notes, yet his date is referenced in my notes for our XX/XX/XXXX conversation. ) XXXX told me she " will put in a request to move that money to the escrow accountdoing it now ''. She said : " It should be reflected by XX/XX/XXXX. '' ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX responding to the latest statement that still reflected the wrong monthly mortgage amount. Per XXXX ( or XXXX? ), XXXX had submitted the request to move my escrow shortage payment to the correct account. I asked to speak with a supervisor. It is at this point, I thought I was on hold to be transferred. Yet, I waited on the phone from XXXX - XXXX with no sounds or beepswondering if I was truly on hold. I decided to hang up and immediately call back. ON : XX/XX/XXXX at XXXX ( PDT ) I spoke with XXXX of XXXX at XXXX briefly explained my need to speak with a supervisor. This time, I was placed on hold but at XXXX, their system disconnected me. ***I then called you/CFPB to file a complaint and spoke with XXXX ( XXXX PDT ) who basically said it was more efficient for me to file a complaint online. ON : XX/XX/XXXX XXXX ( PDT ) I again called XXXX and I spoke with XXXX . I briefly explained my total experience with this unresolved problem. [ Different statement amounts ; posting error ; 5 different customer service reps ; more than 5 phone calls in total to XXXX, XXXX and LoanCare ; not being allowed to speak with a higher authority/supervisor ; a disconnect ; not placing me on hold ; and what appears to be an inept organization that doesn't care to resolve my issue in a timely manner. ] XXXX said that XXXX ( from the day before ) had contacted a supervisor and that an email has been sent to me regarding my problem. She said " ..expect a resolution within 3 days.. '' I checked my computer and I had indeed received an email dated XX/XX/XXXX. It was a form letter without any contact number or supervisor 's name and it stated " We will contact you by phone within ( 3 ) three business days to update you on the status of your request. As of today, XX/XX/XXXX, I have not received any phone call from XXXX or LoanCare. There are no voicemail messages on either my landline ( XXXX ) or my cell ( XXXX ) nor have I received an additional email. If they attempted to call me, they did not bother to leave a message. I am requesting the following from XXXX and/or LoanCare : 1 ) A acknowledgement of their error and the resolution from LoanCare/XXXX in 'WRITTEN ' form. 2 ) I am requesting an audit by the above company and an acknowledgement in writing that they will perform such an audit beginning from the time of coordination/transfer from XXXX to LoanCare and to also send me the results of that audit. 3 ) An immediate phone call by an administratave person of XXXX/LoanCare stating the above will be conducted as soon as possible. 4 ) The names of the Board of Directors for LoanCare and/or XXXX and address at which I can mail my experience. This is my first home. I've lived here 29 years and have NEVER been treated unprofessionally by the prior mortgage companies. If my issue has not been resolved as soon as possible and they have not contacted me by phone AND mail, I will next contact the Nevada State Atty General, or the State of Nevada Regulatory Agency or any other appropriate government agency that can assist me. Finally, as a last resort, I will retain an attorney and sue them for the egregious amount of my time and substantial stress in attempting to get all of this resolved. Sincerely, XXXX ( XXXX ) XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-06

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

2019-08-06

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

2019-08-06

Willingboro, NJ

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

2019-08-06

Phoenix, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: Loancare purchased my VA loan and began scamming me with extra fees that are not on my contract. Once I asked LoanCare to delete those fees, they used my escrow account to pay them off instead of deleting them and didn't officially notify me. XX/XX/XXXX I called loancare because they were charging me for property taxes for which I'm exempt and the escrow agent informed me that loancare was using my escrow account to " catch up '' on my balance. I shouldn't have had a balance due because I paid the " amount due '' from my online account every month through XX/XX/XXXX. The escrow agent lied and told me that loancare called the XXXX County tax office and the tax office said, " You're only a little bit XXXX so you're only exempt for {$300.00} in taxes ... ... .I 'm not sure the office would be willing to call them again. '' I have emailed loancare through their website several times and didn't receive a response until my XX/XX/XXXX email in which I detailed the extremely poor customer service and requested a refund for the amount that I overpaid.I have provided an image copy of the tax exemption notice provided to me by XXXX County Tax Assessors three times. ( XXXX -- XXXX, XXXX -- XXXX and XXXX -- XXXX ). This company continues to pretend that they dont know the amount of my exemption. An email in response to ticket number XXXX date XX/XX/XXXX states : As confirmed with the tax office you have an homestead exemption for XXXX. The estimated amount of taxes are not available as of yet. Tax line already updated with the last installment amount of taxes paid.Your request has been marked resolved and this ticket has been CLOSED. This matter has not been resolved. I was not contacted about closing my ticked because my account adjustments havent been made. It is ridiculous to believe that contact with the tax office didnt provide my exemption amount in one phone call.Their response was they are aware that I'm exempt from property taxes, but they don't have the exemption amount yet. That's a lie. It's not possible that loancare contacted the tax office and didn't receive the exemption amount. In addition, I have sent loancare copies of the tax exemption notice from XXXX County stating the amount for tax exemption four times, but they ignore them. Loancare is intentionally overcharging me. I have taken a screen shot of my balance due every single time I've logged on to my account, screen shots of every message that I've sent to loancare and other pages of my account to include the confirmations for any correspondences I've submitted. Loancare decided to send my coercive paperwork implying they would foreclose my home even though I've made the correct payments according to their online pages and paid at least {$390.00} over my monthly amount due. I received a letter dated XX/XX/XXXX, stating that my mortgage is now two months past due, and we have not received a satisfactory response to our previous request for payment or communication regarding the above listed loan..Please be advised that the total amount due is {$2000.00}. With this correspondence a line item explanation of charges should have been provided. It was not, but loancare expects me to pay whatever amount they send on a sheet of paper. My online account doesnt show this amount, but XXXX, which I have been paying. Out of force-of-habit, I was paying the previously set payments of {$1600.00}, from XXXX. Once I noticed my mistake I sent in two extra amounts of {$25.00} and {$54.00} to cover the differences. However, this new payment amount is due to taxes added and I shouldnt be paying taxes as I am exempt for $ XXXX I have made every single payment amount as shown on my online account window up to XX/XX/XXXX. Two weeks after these foreclosure warnings with documents requesting my financial obligations, loancare sends me documents declaring my loan in default with an amount not shown online just like all the other declarations. I've been contacting loancare since XXXX and they refuse to fix the issue. Just like XXXX XXXX XXXXXXXX prior to the real estate market crash when that company conned homeowners into foreclosure. Military XXXX veterans shouldn't have to be concerned with companies scamming them for the little money that we receive. I simply requested to be charged the correct amount and loancare continuously ignores me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-06

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Existing conventional mortgage transferred from XXXX XXXX 2019 to XXXX XXXX. Since transfer I have been paying the mortgage on time with the necessary funds.I have included the correct loan number and address for payment. ISSUE : I have confirmed with my banking institution that the money was paid and the checks were cashed. However, during two of the last three months XXXX has claimed they have not received my payments. I have made multiple call to XXXX XXXX XXXX and they have not resolved the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-06

Conimicut, 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

2019-08-05

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: LoanCare bought my mortgage from the previous company XXXX. I was never informed about this transfer. When asked, XXXX was asked about this, they said it went to another address in XXXX that I am completely unfamiliar with and have never been associated with. Despite the fact that I had provided my current address to XXXX. Loancare meanwhile, never called to ask about the payment. Instead, Loancare went to the property on two separate occasions and " winterized '' the property without my consent while I was out of town caring for my sick and now recently deceased father. As if that is something you need to do to a property in XXXX in Texas! My car was in the garage with registration as well as bills with my contact information on top of an appliance they " winterized ''. They failed to contact me out of their own negligence. I have now had to pay to get the place " unwinterized '', get the locks changed, etc. At the time they completed this winterization, I had already brought the account current as I proactively reached out to them after noticing my old mortgage had been closed online. This is abhorrent! Who goes into someone's residence twice without contacting the resident? XXXX had all my information and LoanCare did as well, so their lack of record-keeping is unconscionable. They are now trying to bill me for an NSF fee when I can show no payment was ever returned. They can't keep their bills or contact information accurate, how can they maintain their business licenses? They obviously abuse the public trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

Orion Twp, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is about the 7th time my loan has been sold and now it has been sold again to the rinky dink operation Loancare , LLC. I have a 15 day grace period on my loan and paid my loan on the XXXX through their website and was charged a {$10.00} fee because it was 10 days after my due date. Isn't this considered a late fee? I emailed them and this is the response I received : Reference number : XXXX Please use this ticket number in any correspondence with us. Subject : Fee Inquiry Dear Valued Customer, Thank you for contacting us. Our payment fee schedule is as follows : On the website : On or before your due date No fee 1-4 days after due date No fee 5-9 days after due date {$5.00} 10 days or more after due date {$10.00} Over the automated system : {$12.00} All loan payments made with a live agent will be assessed a {$15.00} fee regardless of the date of payment. Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. Customer Support PO Box XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. *** this email was scanned for malicious content *** 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