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 24
2019-07-03
Glendora, CA
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
2019-07-03
San Jacinto, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: My husband has been in and out of the hospital for XXXX XXXX and we applied for loss mitigation and on our 2nd payment we were late by one day and our lender said because we didnt make the 2nd payments on time I would have to reapply for loss mitigation. I applied that day and later I recieved confirmation that within 30 days I would get a response which I didnt so I contacted my lender XX/XX/2019 and which was told I was denied. I never got a letter of denial in the mail on why I was denied and loancare will not help me with any other options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-03
Rockford, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was recently transferred to Loancare ( a XXXX XXXX ). I have an escrow account for my real estate taxes and homeowners ' insurance, the first installment being due on XX/XX/19. I have two PINs assigned to my home and lot. I received a notice in XXXX that a payment had been made to one PIN, the additional lot portion of my property. On XX/XX/XXXX, I initiated a call to Loancare and was given the option of entering my number to receive a call back. I did so and was never called back. On XX/XX/XXXX, I called again, reached a representative, who understood my issue and was assured that the other tax bill would be paid by XX/XX/XXXX ( which would be late ). Today, XX/XX/XXXX, I checked to see that the taxes had still not been paid and initiated another phone call. The representative informed me that there was no notation in my file about this issue, but went ahead and made arrangements for the bill to be paid. He felt that it should be about a week and I should check back. I asked if I could be given a reference number and was told that was not necessary. At this time, I don't know whether a payment will be initiated or not, but it is already overdue. Further, I believe that they have transposed the PINs and amounts so that they are reserved, which my taxing body seems to have figured out when applying what was actually paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-03
Tacoma, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was transferred from XXXX to Loan Care LLC end of XX/XX/2019. Since my account at Loan Care was not set up, I made my XXXX payment via my bank 's bill pay. I set it up on XX/XX/19 and have verified with my FI that it went out electronically ( not check ) to Loan Care on XX/XX/19. fund came out of my account XXXX also. Loan Care still has not posted it. I have called at least 4 times, each time having to wade through a phone tree for at least 7 minutes, then on hold, then talk to reps who will not take accountability. First call on XXXX resulted in rep telling me bill pay can take up to 10 days to be received and posted ( even though electronic ) so i needed to give it until at least the 10th. I called after that and was told to send info- including showing my checking account was not negative at time! - to escalated payment research. I sent the first email to XXXX ( escalated payment research ) on XX/XX/XXXX with my account info and showing the bill pay. I received only an automated response. since I did not hear, I called again and was told to track bill pay. on XX/XX/XXXX I sent the debit transaction # and the bill pay confirmation #, and I verified I sent to correct " address ''. I received automated response. I called on XXXX rep was unresponsive again. I called XX/XX/19, asking for manager- was transferred to 2 different people who are not managers. Last person, still not mgr, said she will submit forms to escalate and then put me on hold for 10 minutes, never came back.
On XXXX, I received an email response that said " Dear Valued Customer, To research this request, we would need a copy of the cashed check both front & back, and the electronic transmittal form from your bank.
Your request has been resolved and this ticket has been closed. " My payment was sent electronically, not check- and I gave them the electronic tracking info. They still have not posted my payment, so they should not be able to close this ticket. I made the XXXX payment on their website and it has been posted as the XXXX payment, making it look like I still owe XXXX. The only responses I am getting from Loan Care are either automated or collection calls. I have wasted at least 5 hours of my time, away from work, I have sent them everything necessary to track my payment, I have requested that they update me on progress or lack thereof, and Loan Care has done absolutely nothing or even explained.
I know I am not only one in this situation, as there are complaints all over internet. they obviously are swamped with this transfer. But they need to take responsibility, accountability, and get this done!
Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-03
Prospect, KY
Written notification about debt
Debt collection: Mortgage debt
Notification didn't disclose it was an attempt to collect a debt
Complaint: My loan was transferred to LoanCare , LLC, Loan # XXXX, serving company on XX/XX/19. I have not been able to get with touch with someone regarding my account. Everytime I call they acknowledge that I have an account and then state I can not make payments. This loan was XXXX current with XXXX XXXX prior to this transfer. I have attempted to call all numbers affiliated with this servicing company. I have spent 3-4 hours EVERY DAY for the past week attempting to make the payment. I am put on hold, transferred, hung up on. I have all phone records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-03
Coram, NY
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
2019-07-03
Howell, NJ
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
2019-07-02
Lk Buena Vis, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: On or about XX/XX/XXXX I had my credit report file from all tree bureaus ( XXXX, XXXX, and XXXX ) printed. To my surprise, I see that my mortgage bank ( Loancare Servicing Center ) had me being late 2 payments ( XX/XX/XXXX& XX/XX/XXXX ).
First, I disputed this erroneous information with the credit buraus with no success.
Second, I disputed it with the bank ( Loancare ), who not only told me I was 2 months late, but that I am 1 month behind. After verifying with my banks ( XXXX XXXX electronic payments report and my bank statements, both, support my dispute, that I have never missed a single payment. Ive sent them all the information theyve asked for, but I have not success.
Loancare has failed to update my mortgage payment information ( DATA ) on all 3 Credit Bureaus. It did not update data for XX/XX/XXXX. It did not update data for XX/XX/XXXX& XX/XX/XXXX. And, it did not update data from XX/XX/XXXXto XX/XX/XXXX ( 8 months ). All 3 credit report files have discrepancies.
Till this day : 16 payments of {$1600.00} ( {$26000.00} ) were made from XX/XX/XXXX to XX/XX/XXXX21 payments of {$1500.00} ( {$32000.00} ) ( including this month ( XX/XX/XXXX ) have been made from XX/XX/XXXX to XX/XX/XXXX.
A payment of {$500.00} sent to on XXXX XX/XX/XXXX to be added to the principal.
They owe me {$2000.00}.
I have attached the following documents that support my dispute & my complaint.
1. Mortgage Payments XXXX XXXX Report with Transaction Numbers.
2. XXXX credit report file with notes & discrepancies.
3. XXXX credit report file with notes & discrepancies.
4. XXXX credit report file with notes & discrepancies.
5. My XXXX XXXX Statements ( XX/XX/XXXX - XX/XX/XXXX ).
Ive been fighting them for more than a month now and all I have got is frustrations and tears. I dont know what to do anymore!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-02
Air Base, AR
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
2019-07-02
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX, XXXX, I received a letter from XXXX XXXX stating that XXXX XXXX XXXX was no longer accepting payments for my mortgage. XXXX XXXX 's information on my loan amount and ending date of my mortgage in totally INCORRECT! I have sent XXXX XXXX 10 pages which shows settlement paperwork, mortgage amount being held by XXXX XXXX XXXX XXXX and then later transferred to XXXX. Both Mortgage and Assignment had been recorded in the XXXX XXXX County Record Room in New Jersey. XXXX XXXX 's letter to me shows the wrong Principal and wrong end date for Mortgage. Either XXXX XXXX sold XXXX XXXX a LIE or XXXX XXXX is LYING. One of the two banks has definitely screwed up my Loan. How can a 30 year mortgage which began in XXXX end in XXXX when the ending date is XXXX. How can the balance be over {$76000.00} more than is owed? This is a SERIOUS PROBLEM! And it needs to be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-02
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: on XX/XX/XXXX I received a letter from The Loan Care, LLC that my mortgage payment was late. Having been notified the month prior by XXXX ( my mortgage company prior to LoanCare taking over ) of the change in mortgage information, payment had been made to Loan Care on XX/XX/XXXX. I contacted Loan Care on XX/XX/19, and after spending 30 minutes and multiple calls got through to someone who stated they would refer this to the department that investigates. I informed LoanCare that I had already checked with my XXXX XXXX and that they confirmed payment had been received by LoanCare. I followed this up with printed confirmation via email and by postal service. As of this date, they are still showing me one month behind on my mortgage, and I am concerned about what this will do to my credit rating. I have NEVER been late on a payment. Calling LoanCare is the ultimate in futility as you can not get anything other than a recording. I can not get anyone to return my calls, or advise the status of my account other than getting past due reminders. I am retired, and can not afford to make another payment when proof has been provided to LoanCare of previous payment made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-01
NH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX, I contacted LoanCare and spoke with XXXX to determine why my payment was reporting as late. It was determined that the loan payment had been increased by {$120.00}, which resulted in the payment of {$1100.00} being applied to principle, rather than as a monthly payment. I made the additional payment of {$120.00} and was told the payment of {$1100.00} would be backed off and properly applied. On XX/XX/XXXX, I spoke with XXXX to check the status of the correction, and was advised that it would be 3-4 more days for the payment to be corrected. I called back on XX/XX/XXXX and spoke with XXXX, who escalated the payment correction for a 3rd time, and to call back on Wednesday to make sure the payment was corrected. I called on XX/XX/XXXX, and spoke with XXXX, who then transferred me to a supervisor named XXXX. XXXX promised me that the issue would be rectified by Friday ( XX/XX/XXXX ) and promised a call back. On Monday, I had still not heard from XXXX, so I called back on XX/XX/XXXX and was forced to request a callback, as XXXX was not available, and there were no other supervisors to speak with. I was called back by XXXX ( agent ID : XXXX/ direct phone : XXXX ). XXXX advised at that time that he was unsure why XXXX would have provided me with a timeline of XX/XX/XXXX for issue to be rectified, as it clearly stated the issue would be rectified on XX/XX/XXXX. He guaranteed me that the issue would be rectified by XX/XX/XXXX, and also guaranteed a call back. I called XXXX directly on XX/XX/XXXX, as the issue had not yet been taken care of and I did not hear from him. I left a voicemail and never heard back. I called back on XXXX, as my loan was now reporting as 30 days past due, and spoke with a supervisor named XXXX. XXXX stated it would be another 3 business days for the loan to be rectified, and that the loan had already been reported to the credit bureaus as derogatory. After pleading to have the issue rectified, XXXX stated she was transferring me to another member of management, where I waited on hold for over an hour and eventually had to hang up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-01
Rehoboth Bch, DE
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: hiIhavecontactedloancarellcnumeroustimesinquiringtoseeifwecanaddourwaterandsewerassessmenttoouraccount.Icalledcustomerserviceseveraltimesandwasadvisedtosendacopyofmydocumenttotheemailaddressthatwasprovided.ihavecalledseveraltimescheckingonthestatus.ihaveyettoreceivearesponse.Wewouldliketoknowifwecanhaveourwaterandsewerassessmentescrowoutofouraccount.howeverasalwayswehaveyettoreceivearesponse.Thiscompanyhastheworstcustomerserviceandfollowup.whatsthepointofhavinganemailboxtoaskquestionsifyournotgoingtotakethetimetorespond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-01
Fontana, CA
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
2019-07-01
Warrenton, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My home mortgage loan, previously serviced by XXXX, and was transferred to LoanCare , LLC effective XX/XX/XXXX. I received notification from XXXX of this in a letter dated XX/XX/XXXX. The letter stated that " All payments made on or after XX/XX/XXXX should be sent to Loan Care LLC at this address : XXXX XXXX XXXX, XXXX, PA XXXX ''. There was nothing in the letter referring to a new account number.
As instructed, my XXXX payment was sent through my bank XXXX in the amount of {$1200.00} and was cleared through the bank on XX/XX/XXXX. This payment, although processed and cashed by LoanCare LLC, has never been applied to my account and I am getting letters and notifications that I am delinquent, which is not the case. I have been in regular communication with them since this came to my attention on XX/XX/XXXX ( see below for documentation of these calls. ) They have acknowledged verbally that the payment was misdirected and each time I speak to someone they say it will be resolved, yet it never is. In the meantime, I'm receiving mortgage payment assistance notices and mortgage modification notices from the mortgage company due to my " failure to meet obligations ''. In their books, the first payment is not there so each subsequent payment is applied as if it is a month late. I am quite concerned that, since the 60 day grace period post-transfer has expired, this will affect my credit score. I seem to be getting nowhere with the company, even bumping it up to supervisor level.
Here is the record of my communication with LoanCare LLC : XX/XX/XXXX : Received first letter stating that my loan was overdue. I called and spoke with XXXX, who told me to email a bank statement showing the debit and sufficient funds in the account to cover. This was sent as directed to Payment [email protected]. I received an email back on the same day stating : We have received your inquiry and are assigning it to a representative for further review. Please note duplicate inquiries may prolong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number is [ number redacted ]. Please use this number in any further communication relating to your recently submitted email request. Please allow 2 business days for thorough research and resolution of your inquiry.
I never got any further communication from them, despite saying to allow 2 business days for research.
XX/XX/XXXX : After receiving another late letter dated XX/XX/XXXX, I called and spoke with XXXX. My XXXX payment cleared on XX/XX/XXXX, yet still showing that I was a month behind because my XXXX payment was still missing.
After this, I received another delinquency notice, dated XX/XX/XXXX, the same date that my payment supposedly cleared.
XX/XX/XXXX : Called LoanCare again, after receiving yet another delinquency notice dated XX/XX/XXXX. I dont have the name of the gentleman that I spoke with, but he looked into it and told me that the person that I spoke with last time applied my payment to the wrong account number. He said that the issue was now cleared up and my account would be shown up to date online by XX/XX/XXXX.
XX/XX/XXXX : Received another notice of missed mortgage payment. Called LoanCare and spoke with XXXX. She told me that the XXXX payment was still not processed, so everything is showing as if it is a month late. I asked to speak to a supervisor and was told that no one was available but that one would call me that evening.
Within an hour I did get a call from XXXX, a supervisor. He spent about 45 minutes on the phone with me, asking a lot of questions regarding current account number, past account number, ensuring check was sent to correct address ( it was ), etc. He said that he was able to locate the money under the old loan number and said Trust me we are on the right track and assured me that he would be able to take care of this.
XX/XX/XXXX : Payment is still not reflected on account and I now have gotten a phone call asking me to call to discuss the " delinquency '' of my account. I called again and spoke with XXXX. She looked at notes and told me that it would be resolved and show up corrected on my account by XX/XX/XXXX ( today ).
XX/XX/XXXX : I just checked my account and there has been no change ; the XXXX payment is still not reflected on the account.
As you can see from above, I have been diligent in my attempts to resolve this error on the part of the mortgage company, not mine! and have been unable to do so. I am very concerned that my credit score will be affected by this ; LoanCare LLC ( via XXXX in the XX/XX/XXXX call ) told me that they can not help it - that they must report it to credit bureau, but he would make sure to put a note in the file to explain This is not good enough. I have proof of payment from my bank XXXX for XXXX, XXXX, and XXXX ( and, in the coming days, XXXX. ) I am not delinquent and LoanCare has cashed all of these payments but has not applied one. I have spent many hours on the phone ( plus just as long holding for a human being to speak with ) and I need to get this resolved. I have given LoanCare numerous opportunities to fix this and they are unable to do so. I have paid my mortgage faithfully and on time for many, many years and have had previous mortgages transferred and have never had a problem. Please help me get this resolved before my credit takes a hit! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-29
San Francisco, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: This mortgage is held by Loancare for a residential property at XXXX XXXX XXXX, XXXX XXXX CA, XXXX. I have had a mortgage with Loancare for several years. It was refinanced in 2009 and at that time an error was made. I own another home, at the address : XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX, which is financed by another bank. However, somehow, when i refinanced in 2009, the XXXX XXXX property Deed of Trust got attached to the XXXX XXXX property, in error.
I need that Deed of Trust for the XXXX XXXX home, which has been attached to the XXXX XXXX home in error, to be released to me from the XXXX XXXX property so that I can complete the sale of the XXXX XXXX house.
My Title Company and I have been calling Loancare for more than one month, many times each week and they simply tell me that it is being researched. On several occasions, I've been told the matter would be resolved within a few days and I've been told that I'd get a call back. But nothing has been resolved and I've never gotten a call back.
I need to have the deed of trust on the XXXX XXXX house released immediately.
I am hopeful that you can assist me in getting this resolved. Loancare has exhibited the WORST customer service that I have ever experienced and I would never use them again for any business transaction.
Thank you for your help.
XXXX 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
2019-06-29
Arco, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was transferred to LoanCare from XXXX XXXX on XX/XX/2109. Payments were made to LoanCare using the XXXX account number that was applied to another account with LoanCare that had the same account number of another client at LoanCare for the XXXX and XXXX payments instead of my account. When I contacted LoanCare on XX/XX/19, they corrected their error on XX/XX/19. When LoanCare refunded the overpayments for XXXX and XXXX, the two misapplied payments, they made an error and deducted an additional payment causing the XXXX payment of {$1800.00} to also be deducted from my account. I contacted LoanCare to correct their error on XX/XX/19 and was informed the correction would be made and the {$1800.00} payment would be reversed and applied to my account in 3 to 7 days. As of today, the {$1800.00} payment for XXXX has not been applied to my account. I was informed someone would contact me once the correction was made. It still has not been made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-29
Glendale, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare A XXXX Company that goes by the name of XXXX ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX / XXXX ) has billed us a late charge of {$110.00} when our payment was made on time. My wife and I make two payments of equal amounts ( {$1500.00} ) that are typically received by the servicing company within a day of each other ( XX/XX/XXXX and XX/XX/2019 respectively ) and a week or more before the due date ( XX/XX/2019 ).
Loancare took half of our payment ( {$1500.00} ) and put it in an unapplied balance/principal and added that amount ( {$1500.00} ) to our total amount due for the next month ( {$2800.00} + {$1500.00} ).
I was under the impression that if we make our payments before the due date it shouldnt matter whether its in two lump sums or one.
Please advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-28
FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have IRMA damage to my home in XXXX County Florida. I had to sue my insurance company to get coverage. While I'm waiting on the lawsuit to end I fix the house with SBA money and my own money. Insurance company settled in XXXX. In XX/XX/2019 I received 50 % of my monies from LoanCare ( mortgage servicing company ) on XX/XX/2019 I received a 100 % inspection but LoanCare will not release the remaining funds. I've called them countless times and they keep telling me I need additional paperwork. LoanCare has all of the required paperwork. They just will not release my remaining funds because I did some of the work myself and they don't know how to handle that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-28
Phoenix, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have 2 mortgages I just refinanced. The mortgages were transferred to this company. This company is a joke!
Everything I am saying below occurred on XX/XX/19.
I went to sign up on their website which is completely archaic. It wouldn't let me sign up without emptying my Cache on my computer. I have never heard of such a thing. Then I got signed up for one of my loans but it would not let me pay the loan through the website. So I didn't bother to sign up for the second mortgage. Then, I called them to pay my loans and they said the wait time was one hour and there was no way to leave a phone number for someone to call you back. So, I am going to pay my loans by snail mail and hope they apply them correctly. They have 500 one star reviews on XXXX. They're acting like a mismanaged, dysfunctional company and now I don't trust them to handle my personal information correctly. I wish you would investigate.
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
2019-06-28
Kawaihae, HI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had the same conventional adjustable rate mortgage since XX/XX/XXXX. It started out with XXXX was transferred to XXXX, then XXXX, and then the loan servicing to Loancare. My interest and principal payments adjust every XX/XX/XXXX.
Loancare illegally accelerated repayment of the principal when it calculated my yearly arm adjustment and applied it to the XX/XX/XXXXloan payment. The on-line amortization schedule shows that the principal payments were calculated out to the year XX/XX/XXXXinstead of XX/XX/XXXX. [ Attachment-1. ] On XX/XX/XXXX I contacted customer service by phone and I was told that I should not make a payment until customer service corrected the discrepancy. I was told to email XXXX. That same day I sent an email. [ Attachments 2. ] On XX/XX/XXXX I was assigned Ticket No. XXXX and received two responsive emails and attached statements. [ Attachments 3-6. ] On XX/XX/XXXX I called customer service and asked to speak to a supervisor and talked to Supervisor XXXX. He told me he would escalate resolution of my problem.
XX/XX/XXXX I also wrote an email to customer service. [ Attachment-7. ] I complained that Loancare had reported to the credit agencies that I was 30 days late. [ Attachment -8. ] XX/XX/XXXX I called customer service again and spoke to XXXX and then Supervisor XXXX. Again I was advised that making a payment would not resolve the problem, that the money would be put in a suspended account. I was promised by XXXX that she would escalate resolution of my problem and to give her three days.
It is XX/XX/XXXX and nothing has changed. My amortization schedule is the same. My payment is doubled. I started working with a mortgage broker to try to refinance my mortgage loan but my credit report has to be corrected. The credit reporting affects my ability to get a job, the cost of insurance, and my ability to get loans. Today I wrote a letter to LoanCare Loss Mitigation, attached hereto and am filing this complaint because customer service has not resolved the problem as promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-27
Mesa, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-27
Flowery Br, 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
2019-06-27
Superstition Mtn, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Unable to receive a statement by mail, phone, email or sign on to the web. Not sure if payments have been credited, should be two months ahead before but unable to to verify
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-27
Lewisville, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Since XXXX of 2019, my payment has gone up XXXX for a lack of escrow that was being collected, due to someone in the insurance department putting in a one time payment of XXXX from my hazard insurance company as my annual premium. The letter clearly stated that it was a one time payment, and yet, they still managed to make the mistake. After the mistake was made, they 'serviced ' the loan, i.e. escrow analysis was done and they STILL DIDN'T CATCH it. XXXX.
I have called, over 80 times to the company, and I keep getting pushed around. Finally about over 102 days and complaining to CFPB and XXXX, I received a letter from XXXX XXXX Office of the Customer stating that due to their XXXX up, they would pay XXXX back to our escrow as a credit.
I called in during the first week of XXXX to ensure that I was credited back the monies from the letter that was dated for XX/XX/XXXX. I come to find out that only XXXX was credited by the XXXXnsurance department- not the XXXX that was stated, promised and guaranteed in the letter. They said they'd look into it. Three weeks later, I didn't hear XXXX, so I called back to escrow, was pushed to someone else, then transferred to someone managers voicemail. I then called XXXX a left a strong message begging for call back, demanding it rather. Then I called XXXX XXXX, and she didn't answer either- and I've received no callback from her. The last contact I had with her was her telling me essentially she's not dealing with me anymore. Wouldn't that be great if I never had to deal with XXXX XXXX ... It really would be great.
This is that last contact I had with her concerning this issue : " Good Afternoon, We are still waiting on the additional funds to be deposited into the escrow account before we can run an updated escrow analysis.
Your direct point of contact is listed at the bottom of the document if you have any further questions or concerns. '' That was XX/XX/XXXX. They have had 8 business days to resolve it and yet here I am- once again.
NO ACTION ON THE MATTER OF RESOLVING THE FULL PAYMENT TO ESCROW HAS BEEN TAKEN.
I left a message, I was assured a call back today. Then, being as frustrated as I am I called back waiting to talk to a manager, who wasn't available, but the associate said that they would call me back at XXXX EST. It's XXXX EST ... and no call. In fact I'm on the phone right now, this very XXXX XXXX minute, again, speaking to XXXX about my situation and she has no answers. She requested that I send the document from XXXX to her. I did that already to XXXX in early XXXX and nothing has been resolved. I was then not allowed to speak to a manager because, " he just left. '' Really ... XXXX. He's there and doesn't want to talk to me. So how are the minions going to get what I need done when everyone knows that it's above their pay grade?
I'm done. I'm done working through CFPB and the XXXX, I'm done calling and begging for help and lucky for your associates and managers who actually pick up phones I'm done yelling. I want this resolved.
I want the XXXX restored back to escrow which is apart of the XXXX that was promised in a letter from XXXX XXXX sent on XX/XX/XXXX. XXXX was credited back- I want it all. Just as the paper says. Oh wait? Did the company XXXX up again? Did you mean to only really credit back XXXX and there was a typo? Too bad, it's in writing. Now, I want it and I want it done now.
Three and a half months to fix YOUR mistake, IS TOO LONG TO WAIT. You're messing with peoples lives. We will not pay you another nickel until this is finally, FINALLY resolved. Perhaps that will get your XXXX XXXX attention. May then YOU'LL care that you're not getting YOUR money.
Fix it, again. Thanks for fixing it before, again after three and a half months. Way to be on top of that.
It's now XXXX my time, that's another 34 minutes on hold waiting for a manager. They are waiting for me to give up, hang up and pay them money they OWE ME. I wish them luck with that.
You will see the letter from XXXX XXXX. As well as the email from XXXX doing nothing to assist.
I hate, with a deep seeded passion, this company. With any luck, they will go bankrupt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation