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 20
2019-07-30
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: To Whom It May Concern : I am writing to file an official complaint regarding the handling of my condominium closing and loan pay-off on XX/XX/2019.
Due to the bankruptcy of the servicing company handling my loan XXXX XXXX XXXX, my loan was transferred to LoanCare effective on XX/XX/2019. This information was provided via email to the XXXX processor handling my condo closing XXXX on XX/XX/2019.
Since I could not attend the closing, I received the closing documents on XX/XX/XXXX so that I could sign them. These documents still listed XXXX as the lender with the XXXX payoff amount. I signed the documents but indicated to XXXX that the information was incorrect. They assured me in writing on XX/XX/XXXX that LoanCare had been entered in their system and that they were in touch with them for the new payoff information.
On XX/XX/XXXX I noticed that the deposit on my bank account was smaller than expected and I received the post-closing documents from XXXX listing two payments an incorrect payoff to XXXX ( {$110000.00} ) and a correct payoff to LoanCare ( {$110000.00} ).
I immediately contacted XXXX to resolve the double payment and together with their representative we started calling LoanCare. LoanCare customer service indicated that they had opened an investigation and we would hear within a week.
We never heard back. We started calling at one-week intervals and were given conflicting information from every person we spoke to, including managers to whom the issue was escalated. XXXX provided proof of the payment on XX/XX/XXXX, but later found out that the ticket had not been opened as LoanCare required proof of payment from XXXX. LoanCare indicated they would reach out to XXXX. On XX/XX/XXXX we were able to coordinate a 4-way call including a LoanCare manager, XXXX, XXXX, and myself. The XXXX representative indicated that the loan payoff had been forwarded to LoanCare immediately upon receipt on XX/XX/XXXX as part of a bulk payment. LoanCare was unable to trace the funds.
In my latest discussion with LoanCare today ( XX/XX/2019 50 days after the closing ) and more than a dozen calls, there was still no information regarding the status of the search for my funds. Some LoanCare employees indicated that funds had to be located within 60 days of loan transfer and there was confusion if that would be by XX/XX/XXXX or XX/XX/XXXX. Written documentation from LoanCare regarding the payoff of my loan indicated that overpayment would be returned to me within 10 business days, i.e. XX/XX/XXXX.
XXXX mishandled more than $ XXXX of my funds by issuing a double payment that had not been approved by me in the closing documents after I had been assured that the loan transfer had been correctly entered in their system.
LoanCare had been unable to identify the funds from XXXX which were transferred to them 8 weeks ago even if they were put in direct contact with XXXX in my presence. Customer service and management have been terrible, contradictory and unhelpful. It is not possible to communicate with the departments handling the investigation and nobody seems to know what they are doing.
At this point, I would like to be contacted by legal representative of both XXXX and LoanCare with a clear plan of action, since both companies are responsible. I will be seeking also legal counsel and report this issue to the appropriate regulatory agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-30
Garrett Park, MD
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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-30
Gastonia, NC
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have an equity home line of credit through XXXX XXXX. They use LoanCare, A XXXX Company XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX XXXX Company for payment processing for their mortgages and equity lines. Also, www.myloancare.com is their website.
I am unable to access my account information online anymore to make a payment, so I was instructed to call to make my monthly payments.
Over the past six months, each month it became harder and harder to make a payment over the phone. The wait time increased each month. from 20 minutes, to 45 minutes, to 77 minutes, then in XX/XX/2019 I would wait on hold, then after 30 minutes I would get redirected to the main line and my " place in line '' was lost and the process would start over. I ended up calling XXXX directly and with the help of a customer service agent who after going through the same redirect issue I was for 40 minutes, personally transferred me to an agent to take my payment.
Now, you can not get through on any line, all calls from XXXX and LoanCare connect to the same answering system, you are put on hold and after 30 minutes are disconnected. I have tried for 6 days to get through, all times of the day, hours each day. I have called XXXX main number again and I'm routed to the same answering system which disconnects after 30 minutes on hold. I even called XXXXXXXX XXXX and chose customer service for new loans on the answering system, was routed to an actual person, who couldn't help and handed me over to their supervisor, who was curt and rude and would only take my name and number and said they'd have someone from that department call me in a timely fashion. ( She didn't even ask what the issue was. She just needed me off the phone. ) So I XXXX their local phone number in Virginia and all numbers are routed to the same phone system that disconnects after being on hold for 30 minutes.
I need to make my monthly equity line payment, which is now in the grace period due to the issue, so I'm not in default! I have no way to making this payment!
I'm now even more concerned if they are even still in business. If I do finally get a representative to make my payment through, is it going to be credited to my account?
I have exhausted all avenues to make this payment and need help!
Here are the phone numbers that get routed to the answering system described above : 1. The number I'm supposed to call : LoanCare Customer Service : XXXX ( answering system ) 2. XXXXXXXX XXXX Main : XXXX ( answering system ) 3. XXXX Main XXXX ( option # XXXX = Customer Service Supervisor that can't help. Other options you can choose direct you to the answering system ) 4. LoanCare local Virginia Number XXXX, you get XXXX XXXX XXXX voice mail which directs you to dial 0 for customer service, which is answering system described above, or call XXXX XXXX XXXX XXXX, when you call that number you get XXXXXXXX XXXX voice mail directs you to dial 0 for customer service, which is answering system described above, or call XXXXXXXX XXXX XXXX XXXX, which is disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-30
Four Corners, WA
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
2019-07-30
Detroit, 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
2019-07-30
Lithonia, 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
2019-07-29
Mount Holly, OH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Unbeknownst to me my original mortgage company, XXXX, turned servicing of my loan over to " Myloancare.com During the transition the last half property taxes were not paid.
The new loan company apparently paid them and assumed that the tax rate had doubled and added more than 200 dollars per month to my payment. The taxes have not changed.
I sent them copies of the XXXX County Ohio tax records that show the correct payment but I've had no response other than from their collection department. I have paid the actual amount of the payment due and told them, via email, that I would reimburse them for the taxes they paid or assume the escrow account on my own but no response. On my initial call I asked if I would be reimbursed the overpayment once they figured out their error and they said no. Now the only contact I have from them is threatening to foreclose on my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
Peoria, AZ
Incorrect information on your report
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
2019-07-29
Galena, OH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX loan company went under and my loan was picked up by XXXX and assigned a loan number. I pay thru my bank monthly and on the XXXX of the month or the first bank day of the month.. I then received a letter from Loancare about my loan with out any other information and I gather assigned a new loan number. I paid my XX/XX/2019 bill to the first number and the same for my XX/XX/2019 bill only to receive notice that I hadn't paid at all. a call was made to XXXX and I found out that my loan was being handle by their other company Loancare. with this call I was told that all was straightened out and that they would report an error to the credit reporting companies. on Saturday I received a package from Loancare saying that my loan was in foreclosure and for me to fill out a certain form they sent me. I made a call to them asking to talk to a supervisor about this and was told they couldn't get one right away but I would be called back within an hour and I haven't been.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Made partial payment of {$1100.00} on XX/XX/19 and a second payment of {$1100.00} on XX/XX/19 to cover my payment amount of XXXX. The company states they no longer take partial payments but would correct my XX/XX/XXXX payment accordingly. I have called over 20 times and have been told repeatedly the issue is being handled. It has been 29 days and its still not resolved. The company is my loan care/ loan care llc out of XXXX XXXX va.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Last month I received a statement stating I was late, behind in payments. I called and they had applied a payment to principle. It took a couple days but it had gotten fixed. well I thought it did. They took my next payment and applied it to that month. I have called 4 times now trying to get this fixed. I have even had a supervisor call me back it was supposed to be fixed by XX/XX/XXXX. It has not been fixed. When I call I'm on hold for over an hour. Which is not expectable especially when I have a job and cant afford to be off the clock for an hour. I have sent them support messages and have not received contact back in regards to this. They need to take my payment from the principle and apply it to XX/XX/XXXX's payment. I'm really worried they wont fix this and it's going to report to my credit I'm late. WE ARE NO LATE. Every time we call they say will fix it. Give us a couple days. I want it fixed now it has been over 20 days now that I have called 3 times this month. Currently I'm still on hold it's been one hour and 21 minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
Tarzana, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, this complaint is in reference to XXXX XXXX XXXX or LoanCare. In XX/XX/XXXX, I received a bill stating that my taxes were delinquent, but I was under the impression that my taxes were to be paid by XXXX XXXX XXXX or LoanCare through my monthly payment. After further review, it became apparent that the bill I received was for my supplemental taxes. Unfortunately, at that time, I didn't have access to funds in order to pay the supplemental bill in full and the county treasurers office suggested that I contact XXXX XXXX XXXX or LoanCare to see whether they would pay the taxes out of my escrow account. Upon contacting XXXX XXXX XXXX or LoanCare on XX/XX/XXXX, I was asked to email a copy of the documents to XXXX so that they could be submitted to the XXXX XXXX XXXX or LoanCare tax department for approval to be paid. While on the phone, I told the rep that I didn't want to hang up until she received my email just for good measure. After a few minutes she assured me that she had received the email and that she would forward the information to the correct department.
After this phone call, I was under the impression that these taxes would be paid from my escrow account. The woman that I spoke to, XXXX, explained that supplemental taxes are not typically paid out of the escrow account but that because my account had enough money to cover the taxes and maintain the account minimum that she would submit them to be paid. I never heard anything from XXXX XXXX XXXX or LoanCare to the contrary that would inform me they were unable to pay the taxes from the escrow account.
Fast forward to XXXX of this year and I received a letter from XXXX XXXX XXXX or XXXX and another letter from the county within days of each other. The letter from XXXX XXXX XXXX or LoanCare said that they were unable to pay my taxes out of my escrow account and the letter from the county tax collector said that my taxes were still outstanding. As you can imagine, I was shocked to find out that the taxes were never paid. At this point it is almost a year later, I have accrued an additional {$590.00} in interest on these property taxes due to the negligence of XXXX XXXX XXXX or LoanCare. Had I been promptly notified that these taxes would not be paid, I would have paid these taxes 10.5 months ago when I initially contacted them.
This is a financial hardship for me to put together such a large sum of money on short notice. Had XXXX XXXX XXXX or LoanCare paid the bill as they said they would, or had they notified me in a more timely manner that the bill would not be paid, I would have not accrued as much interest. For perspective, the additional interest is approximately 18 % of the initial tax bill, obscene.
Below I have attached screenshots showing the initial email that was sent to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX as well as the forwarded email from XX/XX/XXXX. I resent these documents to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX after speaking with another woman who said she could not see the documents on my file. Additionally, I'd like to note that when you call XXXX XXXX XXXX or LoanCare, they always say that the call is being recorded for quality assurance purposes. However, when I asked that they pull a transcript of the initial conversation so that they can see that I was assured by the initial representative that the taxes would be paid, I was informed that information must be subpoenaed by a court of law. At this point, I've gotten so much run around and so much conflicting information from XXXX XXXX XXXX or LoanCare, I am refinancing my house just to get away from this terrible company that has no regard for its customers. I have looked online for similar complaints and there are people all over the country who have had similar experiences with XXXX XXXX XXXX or LoanCare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
Superior Township, MI
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
2019-07-29
Arroyo Seco, NM
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
2019-07-29
Vancouver, WA
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
2019-07-29
Oaklevel, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare LLC apparently had a policy change this spring that they did not notify me about, where they now only accept one payment a month. I had been making half payments every two weeks for over a year, so when this policy went into effect, it caused one of my half payments to be applied to my loan principal, and subsequently for my account to become delinquent. I noticed this XX/XX/2019 and it took six phone calls over six weeks to get this resolved on XX/XX/2019.
Loancares phone system is always overloaded with higher than normal call volume, and wait times always seem to exceed an hour. The times I have opted to give them a phone number to call me back when the next agent is available, I have never received a call back. At this point, I estimate I have wasted around 12 hours on the phone dealing with payment issues, where Loancare has messed up either misapplying payments, or losing payments.
I will definitely be monitoring my account each month from this point forward. Since I have not owned my home for very long ( 18 months ), I can not refinance at this point without raising my interest rate and payment, so this is not an option for me at this time to get away from Loancare. As soon as it makes sense financially, I will be refinancing. Here is a history of my issues/calls from spring/summer XXXX.
XX/XX/XXXX call - the representative told me my XX/XX/XXXX half payment had been mis-applied directly to principal, and they would get it reversed to be applied to my payment.
XX/XX/XXXX call - the representative told me their system changed and only accepts one payment a month now, and this is why my payment went directly to principal, and they would get the XX/XX/XXXX half payment reversed and applied to my payment.
XX/XX/XXXX call - I called again because the payment had not been reversed. I was told the representative couldn't tell me why it had not been done yet, but they would get it done.
XX/XX/XXXX call - I was told the matter would be escalated to a supervisor because this representative couldn't tell me why no one could get the payment reversed. I was told it would take 1 or 2 days to get the payment reversed with the supervisor, and to call by XX/XX/XXXX if it had not been reversed.
XX/XX/XXXX call - the representative said she could not escalate or help me, because it was already escalated to the supervisor level. I asked to have a supervisor call me on Monday XX/XX/XXXX, because every time I call, their phone system says they have high call volume, and wait times are greater than an hour. The representatives response to me was, " You got through pretty quick today, didn't you? '' That was completely unprofessional, and the supervisor never called. The payment was actually reversed on XX/XX/XXXX though.
As of XX/XX/2019, my account still showed as past due, and my XX/XX/XXXX full payment had not posted as of XX/XX/XXXX. This electronic payment came out of my bank on XX/XX/2019, and was supposedly to LoanCare on XX/XX/XXXX. I have never had a payment take longer than 5 days to post, so I called them again, twice, on XX/XX/XXXX. Once again, the automated system said they have high call volume, and wait times exceed an hour. I put my number in for a call back each time, with no call. This isn't unexpected, because no one ever returned my calls when I was dealing with my first issue from XXXX to XX/XX/XXXX.
I called promptly at XXXX on XX/XX/XXXX, and a representative picked up right away. I asked why my account still shows as past due, and she looked, and said I'm not past due. I asked why the mobile app and website shows me as past due, and she couldn't answer that question. I then asked if they had received my XX/XX/XXXX payment, and she said they have not. She told me to send proof of payment to their payment research department, so I did that and provided her the tracking number the system sent me. She then said the issue will be investigated and resolved by XX/XX/XXXX, and to call back if it has not been resolved.
XX/XX/XXXX call I had a voicemail from Loancare, which said they were calling to touch bases with me. I called them back, and the representative said they were calling to let me know the misapplied funds had been credited to my account. I already knew this, but asked why the website and mobile app was still showing me as past due. The representative said it shouldnt be showing that, because I was not late at this point. I then asked if they had found the {$900.00} payment, and she said they had, and it was credited to my account. I checked the website and mobile app daily on XX/XX/XXXX, XXXX, and XXXX, with still no indication they had posted the {$900.00}, so I was set to call Loancare the morning of XX/XX/XXXX.
XX/XX/XXXX my account was updated with the {$900.00} payment.
However, I was given no explanation as to what had happened, so I made a document inquiry through the website on XX/XX/XXXX asking, I noticed a recent payment dispute was resolved, and I was wondering if I could get information as to what happened. My payment was " lost '' for a couple of weeks, and I would just like to know details about where the payment was, what may have happened, etc. I would also like to know if this could happen again in the future. The reference/ticket number is XXXX XX/XX/XXXX I received the following email, which does not address the lost payment issue referenced by the ticket ; but instead talks about the misapplication of funds yet again. It also addresses me as donotreply, which is very unprofessional and makes me think there is no attention to detail with this company. There are also grammatical errors in the response, further lowering my trust in this company.
Reference number : XXXX Please use this ticket number in any correspondence with us.
Subject : XXXX payment Dear donotreply, Thank you for contacting us.
Attached is a copy of your account history. Please be advise part of your payment was misapplied to principal. We had to reverse the payment to apply it as a monthly payment.
Please feel free to contact us if you have any additional questions.
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-29
Daphne, AL
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
2019-07-28
North Hollywood, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-28
Eton, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX XXXX. Attempted to call as well as go online to their website to request a payoff amount for my mortgage.
It is impossible to reach someone via phone ... I waited for over 45 minutes ... they have wait call times that are excessive, you get cut off and have to start all over again.
I attempted to handle it via their website and have had no response from them other than they received my request and if I resubmit, it will only delay the process. I requested a payoff letter via email on XX/XX/2019. 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
2019-07-28
Santa Ysabel, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: RE : LoanCare Acct # XXXX or XXXX Acct # XXXX A few months ago, LoanCare took over servicing my XXXX XXXX. Since this transfer, I have been receiving constant mail communications regarding my account being in default.
In 1st week of XX/XX/2019, I spoke to a phone representative and confirmed with this representative and that they would take care of these issues. The representative stated that these were their transition issues and that they would take care of it and post my XXXX and XX/XX/2019 payment to my account.
In early XX/XX/2019, I spoke again to another LoanCare representative only to have to repeat myself and share with them that the XXXX and XXXX payments were made and that the XXXX mortgage payment had already been paid as well. Again, they stated they would take care of this situation.
My XXXX Checking is showing that payments have been sent and checks cashed in XXXX, XXXX, XX/XX/2019. I have contacted XXXX to investigate payments made and to contact LoanCare.
I have requested in email and in mail writing to LoanCare on XX/XX/2019 to resolve these issues. The email address I used was [email protected] and I sent letters to 4 LoanCare addresses in XXXX XXXX and XXXX.
I understand that these loan transitions from 1 company to another ( and not by my request ) can be complicated but this shows a lack of organization and customer care for customers. In the end, the consumer/customer suffers by having to resolve these issues with potential financial and credit bureau harm.
Best regards, 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
2019-07-27
Annapolis, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is insane. I already wrote this up and it went into the ether. I assume the XXXX Administration and XXXX XXXX in particular are trying to dissuade and hamper regular consumers from filing complaints against dishonest lenders. My lender, a company called XXXX XXXX a loan under a company called LoanCare. Misnomers all around. XXXX sold my loan to XXXX effective XX/XX/XXXX. I have paid on or before the due date since XX/XX/XXXX. I have phoned NUMEROUS times since my loan payment has not been credited, they say its in the system. I spoke to a loan representative on XX/XX/XXXX who told me that one of my payments had not be added to my account. And she assured me it was in the system and would be credited with in 5 days. So yesterday, I spoke to ANOTHER representative who said that XXXX had STILL NOT BEEN added to my balance. I told her that the rep I talked to on XX/XX/XXXX said it would be taken care of. ITS NOW 6 WEEKS LATER. I know the XXXX administration has tried to wreck you. But normal consumers need you! Vote DEMOCRAT if you want to keep your frigging jobs!
In the meantime, can you help with this company that has no rules, no regulation, and is trying to ruin my credit? I have PAID them, they have my money. I have NEVER been late on payment anytime, anywhere, or for any thing. EVER.
I have spoke with the reps st XXXX ( aka LoanCare ) and they keep jerking me around. I have PAID them, I have it documented from my bank account.
They are crooks. And i am TIRED of trying to call them. PLEASE HELP ME.
Thanks, 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
2019-07-27
Hamilton, NJ
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
2019-07-27
Hazelwood, WA
Closing on a 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
2019-07-27
Boger City, NC
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
2019-07-26
Orion Twp, MI
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I am in process of refinancing and while I was doing the process my XX/XX/2019 payment is showing 30 days late. The issue I am having is that I had send a payment over the electronic pay however it never had gone through. The company is stating they never recieved. I called since the XX/XX/XXXX and once found out that they never got the payment I made a double payment immediately. I tried to talk to them and figure this out, but they would not understand and told me that the only way is to go through a claim. They dont see any record however I have no way of proving anything. I been in contact with them multiple times hours at a time. They always tell me different stories and they even drop my calls and I would have to recall them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation