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 25
2019-06-26
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
2019-06-26
Glen Burnie, MD
Closing on a mortgage
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
2019-06-26
Alpha, 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
2019-06-26
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
2019-06-25
Gilbert, AZ
Problem with a credit reporting company's investigation into an existing problem
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
2019-06-25
Douglas, MI
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: The loan to value on my mortgage is less than 75 % and LoanCare has refused to remove PMI. I called Loancare on XXXX to request removal of PMI. On XX/XX/19, I received a letter dated XX/XX/19 from Loancare stating the request was denied. I called Loancare on XX/XX/19 and it is clear that they are calculating the LTV incorrectly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-25
Fort Collins, CO
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
2019-06-25
Gloucester City, 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
2019-06-25
Marina Del Rey, 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
2019-06-25
AL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was with XXXX during this time with XXXX there was a mix up with my escrow stating that the escrow account had a shortage of XXXX. XXXX did a escrow analysis and found that the shortage had been paid this happened in XX/XX/XXXX.So now that XXXX transfered my loan to Loancare in XX/XX/XXXX Loancare is stating I have a escrow shortage.I have reached out to Loancare they did a escrow analysis stating i have the shortage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-25
Spring Hill, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare still is unable to update my payments to current. I have never missed a payment. They misapplied my funds to principle and fixed my credit for escrow misapplication but still show me as owing XXXX payment. I have been Working with XXXX XXXX and he has been waiting for the Cash department to apply updated payment for XXXX. I have been marked as late by Loancare and my fear is they report to credit bureau again. I need them to apply XXXX Payment correctly and show me as current on loan and XXXX payment is next payment due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-25
Baltimore, MD
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
2019-06-23
Ridley Park, PA
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
2019-06-22
Sarasota, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Check # XXXX in the sum of {$1500.00} was applied incorrectly to the XX/XX/2019 billing statement from Loan Care LLC, Mortgage Loan account. I specifically requested on the payment coupon and the check that the additional {$1000.00} dollars was to be applied to principle only portion of the XX/XX/2019 billing statement. Please see a copy of this check for proof of my request. I am writing to request correction of the payment errors described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX XXXX, XXXX, Florida XXXX.
Payment Errors : Loan Care LLC did not properly allocate mortgage this payment in regards to the billing statement due on XX/XX/2019 in the total amount due of {$520.00} for this account. This payment should have been applied as follows : o A payment totally {$520.00} should only have been credited to XX/XX/2019 statement for principal, interest, escrow, due for the XX/XX/2019 statement only.
A credit of {$1000.00} should have been applied to principle only portion of the XXXX billing statement due on XX/XX/2019. As of XX/XX/2019 my principle amount on this mortgage was {$59000.00}.
A credit of {$180.00} should NOT have been applied to the principle due on XX/XX/2019 billing statement A credit of {$240.00} should NOT have been applied to the interest due on XX/XX/2019 billing statement A credit of {$98.00} should NOT have been applied to the escrow due on XX/XX/2019 billing statement A credit of {$470.00} should NOT have been applied to the Principle Curtailment due on XX/XX/2019 billing statement I initially contacted this LoanCare LLC via the internal online account services center on XX/XX/19 and did not receive any reply of my confirmation email requesting or any confirmation that this message was received and to process the initial service request.
I contacted Loan Care, LLC Company via phone on XX/XX/19 and could not reach a live customer service representative. I opted for an automated call back option on several occasions dated, XX/XX/19 XX/XX/19, XX/XX/19 via the customer service telephone contact number XXXX only resulting in no call back from this company or any resolution to this issue.
I sent a USPS certified letter with delivery and signature confirmation on XX/XX/19 to stating my payment errors, a copy of the original check was also submitted for the XX/XX/19 billing statement for this payment and I quoting Error Resolution Notice under 12 C.F.R. 1024.35. I received on XX/XX/19 a Notice of Error Acknowledgement letter dated XX/XX/19 from Loan Care LLC. Please see attached documents for proof of these documents.
I between XX/XX/19 and XX/XX/19 I initiated multiple phone calls to both the customer service representatives and mortgage resolution phone numbers requesting the XXXX payment be corrected. These payment disbursement issues were confirmed valid and to be corrected within 24 48 hours from the time of these phone conversations by multiple representatives with badge numbers and dates as follows, a manager on XX/XX/19 badge # XXXX, another phone conversation on XX/XX/19 with a manager with badge # XXXX and promised this issue to be escalated with a work order on XX/XX/19 with the mortgage resolution department. On XX/XX/19 I spoke again with a mortgage resolution representative badge # XXXX and was promised by this representative that the issue would be corrected again within 24 -48 hours, after multiple phone conversations that this issue would be corrected within 24 -48 hours. These issues have not been corrected as of XX/XX/19. Can you please assist me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-21
Superstition Mtn, AZ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: This email was sent to them on XX/XX/XXXX.
Hello, I'm sure that this communication will also fall on deaf ears just like all my other communication with you as a servicer of my mortgage loan. What I am extremely upset about is the lack of communication from anyone at Loan Care about the loss mitigation of my loan. Absolutely no one called directly from there and then XX/XX/XXXX a letter was sent out that I received on XX/XX/XXXX stating that my loss mitigation request was denied and no reason was given. Nothing. Still no phone call. I call in directly to speak to someone in collections and she says she also does not know why my loss mitigation request was denied. I was then told by another representative that a certified mailed letter was sent and I NEVER received that. There's proof of that I'm sure because that has tracking information. Then on XX/XX/XXXX I called to state that I would have the funds to pay my past due in full by the following week. I call in on XX/XX/XXXX and was told you will not accept my payment because my loan was sent for foreclosure to lawyers. I was then taunted with today XX/XX/XXXX that I could of paid at any time via XXXX today and that payment would have posted. My point here is that I was communicating with you and you never had the will to call me, email or send me an sort of breach expiration date. Nothing. The communication there isn't lacking, it is nonexistent. Now, in order to reinstate my loan I have to pay over {$1200.00} in fees. That is not acceptable. I did my due diligence to communicate exactly what you wanted to hear, which is when I would make the payment and you proceeded to ignore everything and not only make things more difficult, but also collect fees that should of never been collected. Let me also say that I had a previous loss mitigation request that was approved and again I never received a call or email stating anything about that. Nothing. My frustration lies in the lack of communication and my preferred communication which was first Email and then second phone. You obviously don't listen to your customers that you service. In addition, I never signed for or received any certified mail that you say you sent. Nothing. Also, you assume that people can check them mailbox every day and I physically can't. At best I check the mail every two weeks and sometimes longer depending on my own personal circumstances. I should of received everything via my preferred way of communication but was not given that opportunity by you. I have also been asked many times what circumstances led to me being unable to make my payment. I also stated the reason many times and this too has got me nowhere so why keep asking. I still do not know why the last loss mitigation request was denied because that too has not been communicated. I was also never told that my first loss mitigation case was approved until I logged into the website to see it was an option. I then proceeded to make that monthly payment through the website and when I never received a confirmation email I called the next day and was told that the payment plan was terminated for nonpayment. Again, no one had answers as to why my payment was not processed. Nothing.again. The trend here is that no one communicates and no one cares. There are reasons why XXXX XXXX has won multiple awards for servicing loans. It's because they communicate with their customers. How hard would it of been to call me or email and say, " Hey, Mr. XXXX we are going to submit your loan to foreclosure for nonpayment unless you can make a payment today. '' Why was that never done? Because you don't care to communicate that's why. All the evidence is there that my preference of communication was ignored. Why was this the case? Why was I ignored? I know I was ignored also because I asked for a call back from a supervisor and never received one. I had to call in and ask for a supervisor again. Why should I have to call in when you make a promise to call me back? Why is that a problem? Shouldn't you always return calls or communication in 24 hours or less or at least 1 business day? I still received no reason as to why you don't return phone calls and was only told you apologized that happened. This is the norm there. Never be proactive or admit a mistake and make the customer suffer. Most businesses that serve customers want to retain their customers and also make them happy. What are you going to do to make me happy after my frustrating experience with your lack of communication? What sort of compensation do I deserve for being ignored? I know what you are thinking already. You deserve nothing Mr. XXXX because if you would of paid your loan on time then you would of never experienced the worst side of our business. Now that I've experienced possibly the worst of your business do you even care? The circumstances for me not making my payment and my intention to pay is clear. My dad passed away and that was an enormous expense and my wife was on XXXX from work during a very rough XXXX. But none of that matters I know. It doesn't because I have said it over and over again and no one cares. There's zero compassion for your company. I've researched all your complaints. They are consistent with lack of communication and also lack of keeping promises. Now after reading all this you probably still don't care but I feel better letting you know how horrible your company is. I expect no one to do anything about this complaint because so far no one has taken action on anything. Unfortunately, borrowers can choose from whom they borrow, but they cant decide who services their loan. That's the predicament I am in. Now what will you do to make things right?
Sincerely, XXXX XXXX XXXX I received a reply on XX/XX/XXXX finally after asking why they haven't responded at all. I received this response which failed to answer all my questions.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX : Loan No : XXXX Dear Mr. XXXX : LoanCare , LLC ( LoanCare ) appreciates the opportunity to address your concerns submitted through XXXX. Your concerns are important to us and we welcome this opportunity to respond. Please accept our condolences on the loss of your father. We are required by law to follow federal and investor guidelines as it relates to the account being in a past due status which requires the assistance of an attorney. The attorney fees are not a monetary gain for LoanCare and is a standard practice within mortgage serving if a property goes into default. This information should have been explained to you in more details instead of you being advised that your file was sent to an attorney. The decision letter provided to you by our Loss Mitigation department denial reason is per investor guidelines the file must have twelve consecutive payments in order to be reviewed for loss mitigation. In regards to your preferred method of communication you do have the option of electing to only receive E-Statements instead of paper statements. If you should have any additional questions or concerns related to this matter, please do not hesitate to contact the Social Support Department, Monday through Friday from XXXX XXXX. to XXXX XXXX Sincerely, XXXX XXXX Social Support Department Then I noticed that they are trying to collect {$1100.00} in attorney fees yet I specifically asked the attorney what my costs would be for my pay thru date which was XX/XX/XXXX. I took a cashier check directly to attorney in the amount of {$10000.00}. Loan Care refused every time to accept my payment directly and instructed me that I had to go through attorney only. They even refused my payment before they told me that I had to go through an attorney. They have never called me directly with a live person and send letters in the mail that are obviously delayed because I receive them weeks later than the actual date on the letter. I am not paying any more fees or attorney fees that they are asking for. I should be completely caught up on the mortgage. They also refused to help me with loss mitigation and accepted my application once but never notified me directly via my preferred method of contact which is telephone or email so I never knew a payment plan was approved. I was then told to reapply for payment plan and was told it was denied because of late payments and not being able to financially make payments. In addition they never called me once. Never received anything in the mail about why it was denied but they demanded payment. I called in to make payment and they refused payment saying it was handed off to attorney that morning. Called attorney and they had no paperwork for my loan. It took another day to get ahold of the attorney and locate the paperwork they didn't send. The attorney sent me the pay through XX/XX/XXXX amount and said we would be good and to wait for next statement to ensure reinstatement. Well now they not only want money, but they want attorney fees and other fees and I already settled that with Attorney. I am not paying any other fees or attorney fees for them refusing to take my payment when they absolutely could of taken my payment. If needed I can find any other communication, but most communication was me calling them over the phone and they have recordings of those conversations I am sure. I attached documents that are relevant that I have now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-21
Rehoboth Bch, DE
Closing on a mortgage
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
2019-06-21
Seattle, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019 XXXX XXXX XXXX in XXXX XXXX, WA informed me that my mortgage was sold to Loan Care, LLC in XXXX XXXX, VA. I contacted XXXX XXXX to ask about my automatic payments directly from my checking account. They suggested that I wait for a welcome packet from Loan Care before doing anything. On Monday, XX/XX/XXXX I contacted Loan Care and told the person on the phone that I did not receive anything from them by mail. However I did get an email, which I do not find acceptable since emails from unknown parties can not be trusted. I was assured that a packet was being mailed out. I just received a call from Loan Care telling me that my mortgage number was not loaded in their system. I gave this person the loan number from the XX/XX/XXXX letter. I was told it would now take 5-10 business days to receive the welcome packet, which will put the receipt into the week of XX/XX/XXXX since I live on the West Coast and it could take much longer than 5 days.
Loan Care seems to have some very flawed procedures and their business practices are very questionable. I am wondering if they are a bona fide mortgage lender and would like the CFPB to look into the Company. They certainly have be very concerned about the efficacy of the operation and ability to handle my mortgage.
Please let me know what you find out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-21
Anchorage, AK
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: **Please note this isn't a duplicate. The prior complaint was taken over the phone by a CFPB rep because I didn't have access to my laptop at the time. Upon reading what was submitted I discovered it's not the entirety of what I said or what was read back to me so I'm trying to come back and clarify. ** My questions for Loan Care, LLC are : 1. why have my loan fees increased by approx 2,000 multiple times even since the HOA back dues issue was settled.
2. why am I not routinely sent a breakdown and explanation of what makes up the fee totals on my mortgage. ( online has one total, statement has another, verbal from rep and loan balance indicate yet another ) 3. can I please get a clear explanation via response to this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-21
Smyrna, SC
Trouble during payment process
Mortgage: VA mortgage
Complaint: To Whom it May Concern, I requested an escrow analysis on my loan subserviced by LoanCare, XXXX owned by XXXX. The amount being collected was based off an property tax bill generated based on the out of state residency in SC. I contacted LoanCare XX/XX/XXXX notifying them the amount being collected was wrong and it needed to be adjusted. I never received correspondence about status, progress, or additional documentation that may be required. I reached out XX/XX/XXXX to inquiry about the status.
The tax bill is public record, and all LoanCare had to do was contact XXXX County 's Assessor 's Office to confirm the tax rate. The escrow department did not reach out to the county, and did not reach out to me about the completed analysis with a determination of " no significant change ''. The annual amount decreased by {$3700.00} or XXXX a month. I call that a significant amount extra to be collected on a monthly basis.
As a XXXX XXXX XXXX veteran the additional monthly cost has caused a major strain on my budget, and the poor customer service and blatant refusal to do basic due diligence on the customers behalf is appalling. now I approach the end of the month, with late fees, additional servicing fees, and now the possibility of a 30-day credit notice, while LoanCare performs another escrow analysis with a 7-business day turn around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-21
Pryse, KY
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
2019-06-20
Sebring, FL
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
2019-06-19
Bowie, MD
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
2019-06-19
WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our insurance is escrowed in our mortgage payment. Loancare did not make the insurance payment ( to XXXX XXXX ) and the homeowners policy expired leaving us uninsured. Our house was hit by lightening after Loancare let the policy expire. So we now have a claim and Loancare will not provide the same coverage we were paying them for ( through XXXX XXXX ). Furthermore, Loancare is only insuring our dwelling and because we have an open claim we can't get our own insurance policy to cover our personal belongings and we are not insured if anyone injures themselves on our property.
The homeowners insurance policy expired on XX/XX/19. Lightening hit our house on XX/XX/19. From XX/XX/19 until XX/XX/19 we could not get any information from Loancare. Just that it took them that long to get us a policy for our dwelling only.
XXXX XXXX a manager from Loancare said that it was not their fault that the insurance policy expired because they claim to have reached out to XXXX XXXX company but the insurance co wouldn't release the policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-19
Jersey City, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX, XXXX. ( " Servicer '' ) continually fails to respond to my email requests through their portal, and then claims no knowledge of said requests when I call to speak with a representative ( even though I have automated emails confirming receipt of my emails ). In the normal course, it is not a major issue, just an extreme annoyance. However, every year for the past three years, Servicer has failed to respond to my inquiries and document submissions regarding payment of my homeowner 's and flood insurance premiums. This has caused me to be late on my insurance payments and nearly caused my insurance to lapse one year. I am having the same issues again this year - when I call, they claim no knowledge of emailed submissions. There is a real risk that my insurance premiums are not paid from the escrow Servicer has been holding over the course of the year without an intervention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-19
Chestertown, MD
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