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 22
2019-07-20
Burlingame, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage loan was transferred by XXXX to Loan Care on XX/XX/2019. Loan Care is supposed to be automatically debit my bank account {$1700.00} for my monthly payments. I was double-debited in XX/XX/2019 and have been trying to get my {$1700.00} double payment refunded. Details of my communication with Loan Care are shown below.
XX/XX/2019 - My account was debited {$1700.00} for my XXXX monthly payment.
XX/XX/2019 - My account was debited again for {$1700.00}. This was a double-payment for XX/XX/2019.
XX/XX/2019 - Sent an email to [email protected] to report the double debit payment and request a refund of the XX/XX/XXXX payment of {$1700.00}.
XX/XX/2019 - My account was debited {$1700.00} for my XXXX payment instead of the XXXX of the month as scheduled with Loan Care.
XX/XX/2019 - Called Loan Care Customer Support and talked to XXXX to ask why my account was debited on XX/XX/XXXX instead of XX/XX/XXXX as scheduled. She said that my next payments will now be auto-debited from my bank account on the XXXX of every month. She also sent a request to process my XX/XX/XXXX {$1700.00} payment refund and asked me to resend my old XX/XX/2019 email to [email protected]. I copy-furnished the email to [email protected]. I was told to wait 5 days for the refund.
XX/XX/2019 - Called Loan care Customer Support and talked to XXXX to follow up on the XX/XX/XXXX {$1700.00} refund. XXXX advised to follow-up after 2 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-19
Warren, 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
2019-07-19
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
2019-07-18
Balch Springs, TX
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-18
East Windsor, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-18
Eastchester, NY
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: I have been trying to close on the sale of my co-op since XXXX. My original mortgage company went bankrupt and I was turned over to another service. I needed my original stock certificates and propriety lease which took me 100 phone calls from my lawyer, myself, real estate agent and lawyer for co-op to finally get them. Sitting at the closing the UCC3 document was missing. A request was made on XX/XX/19 and a copy of the UCC3 was emailed to Loancare for signature. Everyone has called and called to obtain status of this document each day. Hours and hours on the phone, telling story over and over again, being on hold for 45 minutes at a time. Having the supervisor ask how I got them on the phone if I was transferred to him, very annoyed and kept me on hold for 45 more minutes and then hung up on me. I am trying to get this document as my buyer rate lock has expired and now she has to renew and cost money. I am losing money every day and still no results. I am desperate for some intervention and results, before this sale falls through and I lose everything. I am already paying 2 rents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-18
Billings, MT
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Every month when I try to use the online payment system to pay my bill it never works. I have to change my password everytime. Once my password is changed it doesn't work. As a result of this I don't get my payment in on time and I am subject to fees. The company is located in a different time zone. So if I need to call them to speak with someone they are closed. I find it very odd that the online payment system is so much of an issue. I also wonder how many other people this is happening to and the fees that the company is getting as a result of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
Keyport, WA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I have filed for bankruptcy due to health bills and we are trying to keep the house. I have been calling for 2 weeks to get a affirmation form to give to the Judge to not include the house in the bankruptcy. I also have been trying to make a payment but cant get ahold of anyone in the Loancare bankruptcy dept. please help me. I have tried everything to get ahold of loan care..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
Pinellas Park, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare took over my mortgage I had with XXXX back in XXXX of this year. I have made three payments to them, but only one shows a credit to my account. They claim that I did not pay the last two months payments. I checked with my bank ( XXXX XXXX XXXX XXXX ) and they verified all three of my payments to them were processed and received by Loancare. I called, emailed and messaged them, but they did nothing. Presently, they will not respond at all. My payments are in the amount of {$1200.00}. I have attached the most recent notice from Loancare that I received in my mail. Also attached is a report of the history of my payments to this mortgage account. From their actions with me and what I found in internet searches, they are trying to take my home ... ... Please help!
Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I had tried to payoff my loan before it transferred to a new servicer. The total balance was approximately $ XXXX. My Banking online will only issue amounts for up to $ 100K, so I sent 2 payments totaling the the payoff amount. My bank sent the $ XXXX by EFT but sent the $ XXXX payment by check instead. This made the payment take an extra week and was received on XX/XX/XXXX, the date of the transition. The previous bank endorsed the check to the new service provider and requested that it be credited for us. Instead the new service provider returned the check to me, saying that I needed to pay an increased amount of about {$400.00} to payoff the loan. This is a ripoff!
I can see paying the extra couple of days interest, but by returning my check to me they have increased my costs by hundreds of dollars and made it impossible to pay it off by the date quoted. I can't issue a new payment until my bank can confirm that the check wasn't cashed. This will take weeks. Who has an extra $ XXXX lying around to make a double payment? This results in my being charged interest on the full amount until this mess is cleared up, probably 4-6 weeks. If they had kept the check and credited us with that amount, I could have issued them a 2nd check immediately to pay them in full and minimizing the extra charges.
They had constructive payment on my account XX/XX/XXXX, but refused the payment costing us an extra 4-6 weeks of unnecessary interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
Grovetown, 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
2019-07-17
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
2019-07-17
Clearview, WA
Problem with a credit reporting company's investigation into an existing problem
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
Omaha, NE
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX, I sent an email inquiring about a letter I had received indicating the escrow portion of my mortgage payment needed to be increased nearly {$200.00} a month starting immediately with the XX/XX/XXXX due date ( to {$1600.00} ), or that I needed to pay roughly {$1500.00} to bring it " current ''. My calculations, based on their website, showed that I did not need to increase my payment more than a one-time {$200.00} payment. After that, I would be positive in my escrow account untilXX/XX/XXXX I did not receive a response to that email, and in the meantime, my bill pay from my bank automatically made my regularly scheduled payment ( {$1400.00} ). I called the office on XX/XX/XXXX, after seeing that the payment was applied as principle only, to inquire about my escrow analysis, and the person I spoke to could not assist with any more than what was in the letter I'd received. To just get the issue resolved, I indicated that I would be making an additional payment of {$180.00} to allot for the entire payment amount due ( which, again, changed with less than a month 's notice ). The representative claimed to have opened a ticket to have the principle only payments combined and converted to a regular monthly payment. Several days later, on XX/XX/XXXX, I received a letter dated XX/XX/XXXX ( yes, dated XX/XX/XXXX, received XX/XX/XXXX ) that my homeowner 's insurance had been cancelled, and they would be force-placing their insurance if I didn't resolve the payment. My homeowner 's insurance had not been cancelled yet, according my providers website, but what I did see is that the payment had been due on XX/XX/XXXX. If the payment is due XX/XX/XXXX, there is 0 % chance my insurance had been cancelled on XX/XX/XXXX, the date of the letter from LoanCare claiming it had. In addition, the money for the payment was sitting, in full, in my escrow account, and payment could have been made up to 2 months prior. According to LoanCare 's records, they mailed the check on XX/XX/XXXX ( yes, mailed on XX/XX/XXXX, a day AFTER they printed a letter saying my insurance was cancelled ), but according my insurance company, they didn't receive it until XX/XX/XXXX. Either way, the insurance was never cancelled, and if it had been, it certainly would not have been my fault. I phoned their customer service on XX/XX/XXXX, and was assured the letter was incorrect, and my insurance coverage was current. I then inquired again, about having the principle only payment converted to a regular monthly payment. Again, a ticket was opened, and again, nothing was actually completed. Last week, on XX/XX/XXXX, I phone again about the payment conversion, and was told that the previous 2 agents didnt open the ticket appropriately or get approval from a manager so it would be worked. This agent claimed to do so, yet as of XX/XX/XXXX, while I write this complaint, the payment is still not updated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-17
Hon, HI
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
2019-07-16
Jupiter, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My former mortgage lender was XXXX, On XX/XX/2019 I received a letter of notification from XXXX that they were transferring my loan to LoanCare , LLC with instructions on where to make payments as of XX/XX/2019.
I followed the instructions, however, I was surprised to receive a letter from XXXX in XXXX informing me they did not receive my payment. I called them immediately and after some research on their part, they discovered my XXXX payment and gave me a new loan #. I entered the new loan number and in XXXX I paid my mortgage with the new loan number and correct address.
Now today, I was shocked to receive a letter informing me that my mortgage pmt is two months past due. Again I called immediately but no matter how many times I followed their automated phone instructions to reach a representative, I was bounced out of the system. I am of course, furious.
I am XXXX y/o, my husband passed almost two years ago and I am struggling to take care of a house and all the responsibilities alone. However, I am doing the best I can and have been diligent about paying my mortgage payment on time. This is so unfair and unacceptable. After checking online, I see that LoanCare llc has a number of complaints against them and I can see why. I do hope you can assist me in resolving this unfortunate situation before it affects my credit. Thank you so much! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-16
Ridley Park, PA
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-16
Hinkley, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-16
Pryse, KY
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-16
Winter Garden, FL
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
2019-07-16
Ridley Park, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I often have problems paying my mortgage online with LoanCare LLC. First you login, it kicks you offline, repeatedly. Then once you can successfully stay logged in, then the site starts to ask for a new password because its been over 28 days since your last password change. Then, you endure 10 minutes of the system booting you out again with the new password. Once you get in, you have no way to click on paying the bill. It just doesn't allow you. I took video of this..its comical. I would be happy to submit it. I called in, was informed it was a one hour wait, then the call disconnects after 20 minutes. If this was once off, nothing to see here. But this happens often. As a result of these malfunctions, they will hit me with a late fee. My payment was due the first of the month, I usually pay on the XXXX cause its around the due date of my other bills. After reading reviews on XXXX and XXXX XXXX XXXX, I am concerned about with whom we have our mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-15
Saint Paul, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My complaint concerns XXXX XXXX, doing business as LoanCare.
This mortgage servicer that bought my loan from another lender. Their phone service makes it impossible to speak to a live person to receive an explanation for the increase in my monthly payment. I want to speak to a live person. Their phone system makes this impossible. Furthermore, their on-line submission link does not work.
I appears they have established a system to keep customers from fully interacting with them.
I want to interact with them but they have established barriers at all turns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-15
Clermont, FL
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: I recently files Bankruptcy, and the first month I tried calling to make a payments and has been impossible. The wait time is over an hour.
They removed access to pay the loan online, and i guess that's normal but for the last week I have been traying to call and due to my schedule at work, I cant stay on the phone for over an hour waiting to pay. On XX/XX/19 I have spent 2 ; 25 minutes on HOLD and transfer back and forth and still not able to make the payment. This is frustrating. They aren't helpful and still today I have been unable to make the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-15
Erie, CO
False statements or representation
Debt collection: Mortgage debt
Attempted to collect wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-15
East Troy, WI
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