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 26
2019-06-18
Battle Ground, WA
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
2019-06-18
Arvada, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have been contacting Loancare since XXXX of XXXX to remove PMI from my mortgage via an appraisal. During this entire process I have received conflicting information and misinformation. Now 9 months later my issues are still occurring concerning Loancare to the point where a supervisor at Loancare finally directed me to file a complaint with the CFPB today. I will begin with a letter dated XX/XX/XXXX that I received after I initiated the appraisal process to remove PMI. This letter states that " If you would like to pursue cancellation of PMI based on the current value of your property, an appraisal is required to determine if your LTV has reached 80 % or less. '' with that I accepted the terms and proceeded with an appraisal through Loancare 's process and paid {$910.00} to have someone come out on XX/XX/XXXX to assess my property value. Before I even received a copy of the appraisal I received a letter dated XX/XX/XXXX stating that " an appraisal is required to determine if your LTV has reached 75 % or less. I finally received a copy of my appraisal dated XX/XX/XXXX vaguely mentioning that the PMI could not be cancelled and enclosed is a copy of the appraisal. There was no mention of the appraisal having an expiration date. The property appraised at {$530000.00}. Frustrated and 9 months pregnant I decided to put this excruciating process on hold and deal with it after the XXXX of my XXXX, which was in XXXX. I called Loancare by phone on XX/XX/XXXX and said what do I need to pay toward the principal to cancel PMI and Escrow based on my recent appraisal and the 75 % LTV requirement. I was told my principal had to be at {$390000.00} or less to qualify. I paid {$36000.00} in order to do this and also requested in writing to be released from PMI and escrow. After several emails and about 20 phone calls to loancare customer service to followup, I was told that the PMI will be removed within a week. Then the next day, I was contacted around XX/XX/XXXX and was told that my appraisal had an expiration date of 120 days and therefore my request is denied and I would have to get another appraisal. 120 days From when, I don't know? This " timeline '' was NEVER clearly communicated to me in any phone conversation or on any letter. Every time I contacted Loancare starting on XX/XX/XXXX no one said anything about the appraisal expiring. My expectation was that the paid appraisal would UPDATE my new property value, which according to the system, it did. When I log into my mortgage account it still says my property value is at {$530000.00}. I just received a letter stating I have to order an appraisal again. That will cost me another {$910.00}. This makes no sense to me. Overall I feel that I have been misguided, lied to, and pushed around. I am prepared to take further legal action if this is not resolved and I am not spending another {$910.00} on another appraisal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-18
Arsenal, 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
2019-06-18
Edmonds, 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
2019-06-18
Phoenix, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I was a consumer with XXXX. Recently, due to litigation, XXXX transferred my loan to Loan Care. Prior to my experience with XXXX, my payment was {$1900.00} a month. Suddenly, with no explanation, my payment became over {$2200.00} with Loan Care. When I contacted Loan Care, they said that an escrow analysis had been done back in XXXX, saying I was short on my taxes and insurance by over {$2000.00}. This had NEVER happened in my entire time having my mortgage. And, I never received the loan analysis. When i contacted Loan Care, they put in for another " escrow analysis ''.
This is unconscionable. And also a breach of contract. This increased my payment by over $ 200.00/month suddenly. I have never had that happen in my life. There has been on-going fraud with XXXX and I fear that Loancare is just taking up the baton. Someone needs to investigate this, as it appears to be mortgage fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-17
Anchorage, AK
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
2019-06-17
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
2019-06-17
Pinellas Park, 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
2019-06-17
Rehoboth Bch, DE
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: On XX/XX/2019 I submitted my 10th modification Application I was denied on XX/XX/2019 forDebt to Income Ratio The representative confirmed my Income incorrectly.
I advised him that all proof of Income was provided.
We were then transferred to Loss Mitigation.
A representative by the name of XXXX confirmed that the proof of Income was present. Her point was it was present on page 78.
I was told to write a letter due to Lenders error.
I wrote a letter and immediately sent it back on XX/XX/2019.
On XX/XX/2019 I called to check on the status of my Letter. I was rudely spoken to by the Team Leader XXXX who informed me that there was no Appeal on the Lenders error and that I would have to re-apply.
Because she was so Rude I chose to speak to someone else.
Two additional Representatives stated they would Escalate my case to the Underwriter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-17
PA
Trouble during payment process
Mortgage: VA mortgage
Complaint: Early XX/XX/2019- A full payment was mailed to My loan care for XX/XX/2019 payment.
XXXX XXXX I called and the automated system said the payment was received.
XXXX XXXX Check still wasn't cashed XXXX XXXX Called loan services and was told the check was " reversed '' for NSF ( non-sufficient funds ) XXXX XXXX Called my bank ( XXXX ) and verified that funds were present. They were.
ALSO, XXXX told me that NO checks were presented for payment.
Called My loan Care ( loan servicer ) back.. Spoke with XXXX (? ) ID # XXXX in customer service and made a payment over the phone. Confirmation # XXXX. ( She was helpful ) Called loan servicer XX/XX/XXXX and XXXX. Automated system said loan payment was received, however it also says XXXX payment is DUE and the funds are STILL in my XXXX account.
This company has been challenging to say the least. Their web site does not recognize my account number, so I can not create an on-line account, I have been lied to, transfered from one department to another, just to be put on hold then disconnected. This not how a business should be run.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-17
Savannah, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I pay my mortgage to LoanCare , LLC. Originally, the loan was paid to XXXX. I started paying at least an extra payment since XX/XX/2018. The mortgage company has applied the extra payment as " payment in advance, '' which is to the advantage of the mortgage company. I have to call several times a month for the mortgage property to correct the situation. I have mentioned to them have a " XX/XX/XXXX. '' A computerized " XX/XX/XXXX '' is a computerized check to make certain that a customer is up to date on their mortgage, and additional payments go to " principal '' only. The mortgage company and the customer would not have to talk on the phone to correct the situation.
The mortgage company website does not inform the customer the date that they receive the payment. On the other hand, the mortgage company has a column entitled as " applied date. '' Normally, the " applied date '' is different than the payment date. Based on what i have seen, It takes many days subsequent to the payment date to correct the entry. Having the customer 's payment date, the customer can calculate that the interest/principal portion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-15
MI
Trouble during payment process
Mortgage: FHA mortgage
Complaint: In XXXX of XXXX my monthly mortgage payments went up {$700.00} a month, and my mortgage company Loancare A ServiceLink company told me because my taxes went up. I got my tax information from my city they said they never went up and never falsely reported that to my mortgage company. I paid two months at the higher rate, and phone in multiple times. Finally after I emailed documents into the company they adjustmented my payments back down to what they should be. The same scenario is happening again. My payments have gone up by almost {$400.00} since XXXX of XXXX. I called in, their customer service department told me the had the wrong calculations for my XXXX taxes and I need to pay the money back to my escrow. The math when they were explaining it over the phone to me did not add up, especially because my taxes have not hardly changed at all in the last three years. They transferred me twice to a line that led to no one. I emailed their customer service department today XX/XX/XXXX my XXXX tax information. I have very little confidence that they will correct the situation, and I am concerned with the way they were trying to bamboozle me with the math over the phone. I had a friend of mine in the mortgage industry look at the mortgage, and she said my loan was simply put shady. I need assistance looking into this issue, thank you so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-15
Houston, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our XXXX Property Taxes have not been paid. An escrow account was set up with our mortgage in order to pay for the property taxes and homeowner insurance. Amount available on our escrow account is more than enough to pay for the property taxes. Deadline to pay the XXXX property taxes was XX/XX/XXXX, and our mortgage was transferred from a company to another on XX/XX/XXXX. The previous mortgage company failed to pay within the deadline, and the current one is not paying it either despite several emails, calls, and a notice of servicing error since early XX/XX/XXXX, when we found out that property taxes were not paid. We never received feedback to our emails, we were told twice on the phone ( early XXXX, and then early XXXX ) that the taxes would be paid by the end of the month, but this was not done in both cases. Today ( XX/XX/XXXX ), the mortgage company solution is to offer to refund us money out of the escrow so that we pay the XXXX property taxes ourselves. But, this is not acceptable to us because late payment penalties have been building up since early XXXX ( ~ {$730.00} ), and we want these late penalties to be paid by the mortgage company who failed to pay our property taxes in time.
We have been in touch with the county Tax office to explain the issue, we were notified that after XX/XX/XXXX, the issue will be handled by Tax Office to a law firm, and additional penalties and attorney fees will be due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-15
Seattle, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019, I received a notice, dated XX/XX/2019, that the servicing of my mortgage loan was being transferred from XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, WA XXXX to LoanCare , LLC XXXX. XXXX XXXX XXXX XXXX, VA XXXX.
I never agreed to do business with LoanCare , LLC and have been reliably making payments on my loan through XXXX XXXX XXXX online form.
It seems that as a result of this action, which was not initiated by me, I now need to change how I make payments on my loan.
The notice only included information about the address and phone number of the new servicer, but no information about the website.
On calling the new servicer, their automated system did not recognize my new loan number or SSN. I waited on hold for over 30 minutes.
The automated system told me to go to www.myloancare.com. When I tried to register there, the system told me that my SSN was invalid.
This may seem like a small incovenience, and I'm sure these companies do much worse things to consumers on a regular basis, but I have several children and work full time so I don't just have hours I can spend changing my loan payment information at the whim of a company I've never heard of. I used the time I was on hold to write this complaint.
If they aren't interested in making it easy to pay my loan, maybe they should just forgive it!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-14
Indianapolis, IN
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
2019-06-14
Simi Valley, 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
2019-06-14
Washington, DC
Problem with a credit reporting company's investigation into an existing problem
Mortgage: Conventional home mortgage
Complaint: XX/XX/XXXX To : Consumer Financial Protection Bureau XXXX XXXX XXXX, XXXX.
XXXX, DC XXXX ( XXXX ) XXXX ( XXXX ) My mortgage payments were auto-drafted and paid regularly in the amount of {$1100.00} from XX/XX/XXXX-XX/XX/XXXX and in the amount of {$1100.00} from XX/XX/XXXX-XX/XX/XXXX.
On XX/XX/XXXX, Loancare auto-drafted {$3200.00} from my bank account. I called Loancare on Tuesday, XX/XX/XXXX regarding this auto-drafted and spoke to Ms. XXXX XXXX, who was a manager with Loancare at the time. Ms. XXXX understood the situation and requested a screenshot from my bank account to confirm that the amount of {$3200.00} was drafted from my account. Loancare sent me a check for {$1500.00}. Loancare kept {$1700.00} of my money, which is {$600.00} more than my regular monthly mortgage. I requested my XXXX monthly statement on XX/XX/XXXX that Ms. XXXX provided to me via email. Ms. XXXX explained that the Loancare escrow department will do an investigation on the reason that my county ( Washington DC ) was claiming that I owed {$8600.00} more than my estimated property tax. Because I was told this, I believed that Loancare will investigate and provide answers regarding the issue. In addition, I reached out directly to Washington DCs Department of Consumer and Regulatory Affairs ( DCRA ) and Office of Tax and Revenue. The Office of Tax and Revenue corrected their error and I thought everything was resolved.
However, on Wednesday, XX/XX/XXXX, I sent Ms. XXXX an email to ask her the reason why I was unable to login into the Loancare website to get my last mortgage statement in order for me to close on my next investment property. When I did not hear back from Ms. XXXX, I called Loancare. I spoke with Ms. XXXX XXXX, one of Loancares managers regarding my situation. She informed me that : ( 1 ) Ms. XXXX is no longer with the company, ( 2 ) no payment has been auto-drafted for XXXX, XXXX, and XXXX payments, and ( 3 ) my credit score has been affected for non-payments.
I explained to Ms. XXXX, and in my several emails to Loancare Customer Service that I was never notified of non-payment and never requested for auto-payment to be discontinue. In addition, I need a letter explaining the issue of my recent low credit score to close on my next investment property. Ms. XXXX told me that no payment is expected and my credit will be suppressed until this situation gets cleared and I should receive the letter for my next investment property within a few ( 3 ) days.
On Friday, XX/XX/XXXX, one of LoanCare Escrow Tax Specialist, XXXX XXXX, directly emailed me with a copy of the refund letter that LoanCare sent to Washington DC Department of Finance and Revenue ( attached ). On that day, I called and wrote several times about the fact that one of their managers told me that they will call me back, however, they never called back. I also documented the fact that I did not understand that even though LoanCare identified that they paid Washington DC the incorrect amount, that LoanCare was still holding me responsible to pay {$600.00} increase for each month. I also documented and sent an email to Loancare to inform them that their Managers refused to speak with me.
On XX/XX/XXXX, I spoke with XXXX id # XXXX, because I needed a status update on the promised letter that will clear my recent low credit score. XXXX told me that in order for me to get my requested promised letter that my account needed to be up-to-date and paid, which was mandatory for me to close on a new investment property in XXXX, I had to make a payment of {$5300.00}. This {$5300.00} payment for XXXX, XXXX, and XXXX meant that my monthly mortgage was {$1700.00} which is {$600.00} more than my regular monthly mortgage. XXXX told me that no payment was expected from me until this situation was cleared ; but if I want this letter, I had to make this {$5300.00} payment. XXXX told me that the good news is that I will get a refund on the overpayment once the situation was cleared.
During the several months between XXXX and XXXX, I have spent several hours and spoken with several Loancare Managers including but not limited to XXXX, XXXX, XXXX, XXXX, XXXX ext XXXX, XXXX ( sp? ), XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX.
I have documented and sent emails to Loancare requesting the status of the refund and asking the reason that I was consistently receiving automated phone calls about the non-payment ( which I did not receive in XXXX, XXXX, XXXX ) when I am told that no payment is expected from me.
On Friday, XX/XX/XXXX, Washington DC Department of Finance and Revenue notified me that as of Friday, XX/XX/XXXX, Loancare has not requested the refund. I sent emails to Loancare Customer Service and XXXX XXXX to ask for the reason that the request letter that was sent to me on XX/XX/XXXX was not sent to Washington DC Department of Finance and Revenue.
On XX/XX/XXXX, XXXX XXXX told me that she spoke with XXXX, who stated that the refund request has been processed and waiting for approval.
On XX/XX/XXXX, XXXX XXXX informed me that LoanCare has received the refund check and she will request for a refund to be sent to me in the mail.
On XX/XX/XXXX, XXXX XXXX told me that she had good news that I will receive a refund check of {$3200.00} in the mail within a few days and my new mortgage payment will be {$1200.00}.
After waiting a few days, I sent several emails to Loancare letting them know that I have not received any refund check and that I need the refund check to make my payment for XXXX, XXXX, and XXXX. It wasnt until Friday, XX/XX/XXXX that I spoke with one of LoanCare collection Managers, XXXX XXXX, to be told that no {$3200.00} refund check will be coming in the mail. Instead, I could request in writing that my escrow refund of {$1500.00} be applied towards my outstanding balance. Once I made the payment, I can request in writing that I no longer wish for LoanCare to manage my escrow then I will receive the {$2100.00} escrow balance check. I also asked for a timeframe in which I would receive my {$2100.00} escrow balance check. I submitted this in writing on XX/XX/XXXX to both LoanCare Customer Service and XXXX XXXX. Instead of getting a direct answer, I only received the LoanCare Acknowledgement email. I sent this written communication to LoanCare over 10 times over 2 months and called and left voice messages with XXXX XXXX. Even though Ms. XXXX XXXX voice message claims that she will return messages within 48 hours. I never received a call back. On the week of XX/XX/XXXX, Ms. XXXX XXXX finally answered the phone. I spoke with her and she informed me that payment is expected of me even if LoanCare does not use my escrow refund of {$1500.00} towards my payment. I will not get any check from LoanCare until this was paid. I explained to LoanCare that the reason that I have a 30 years mortgage with LoanCare is because I do not have thousands of dollars to give.
In XXXX, I received a letter from one of my major credit cards that my card has been cancelled due to my low credit score. My credit score was in the low 700 before XX/XX/XXXX. I believe that Loancare has brought my credit score to the mid-600s. Due to my recent low credit score, I was forced to put more money down on my next investment property. LoanCare has taken thousands of dollars from me, lowered my credit score, and put all of my investment and personal properties in jeopardy.
On XX/XX/XXXX, I made a payment for {$4800.00}. On Wednesday, XX/XX/XXXX, I called Loancare to confirm that they were removing the late fees, removing the report on my credit score, pay XXXX mortgage, check the status of removing escrow from them, and set up auto-payment. The Customer Service Representative, who I did not write down his name, told me that my late fees and removal of the report on my credit score will occur within 5-7 business days from XX/XX/XXXX. I had him to repeat for the recorded line and he said that he wrote notes to state this. He told me that the request to remove my escrow will be denied until my late fees and removal of the report on my credit score was address. Lastly, he told me for him to accept a payment over the phone, I will be charged {$15.00}. I explained that I am unable to login online. He told me that he will transfer me to technical support. Once I spoke with the technical support representative, I asked her for the previous representatives name so that I can write his name for my notes. She told me that she can not provide his name and that the notes only provide the representatives initials. I asked for the representatives initials. She told me that she could not provide me with his initials due to company policy. I asked her to confirm that she saw in the notes that the previous representative wrote : my late fees and removal of the report on my credit score will occur within 5-7 business days from XX/XX/XXXX. She told me that she did not see this in her notes and only saw that my credit score was supposed to be suppressed 6 weeks from XX/XX/XXXX. I explained to her that I was never provided with the timeframe of 6 weeks and that the reason the issue was not cleared before 6 weeks is because LoanCare failed to provide refund request letter to Washington DC within a timely manner, and LoanCare did not send me the promised refund check of {$3200.00} on XX/XX/XXXX, so that I could have paid and taken care of the balance before XX/XX/XXXX, which would have met this 6 weeks timeframe that was never given to me until XX/XX/XXXX. I requested to speak with a Manager. She told me that she could only arrange for a call back from a Manager. I answered the phone when the Manager called me back to request that the Manager confirm what should be written in the notes. Since he did not agree, I requested that he reviewed the recorded phone call that I had with the representative an hour prior. The Manager told me that he would and that he would leave a detailed message when he calls back. I have not hear from the manager.
On Friday, XX/XX/XXXX, I called to see that status of the Managers review of the recorded call. I was then told that Loancare has until XX/XX/XXXX to response. I told them that the timeline is too long that I need this resolved sooner.
I explained to Loancare that : ( 1 ) their system should have flagged that property tax was ~ $ XXXX more than the estimated property tax, ( 2 ) the Loanservice company that I have a 30 years loan with felt comfortable with taking more that 2X a monthly payment out of someones bank account at one time, ( 3 ) failed to notify me that my XXXX, XXXX, and XXXX mortgage was not being paid, ( 4 ) took me off of auto-draft payment without my acknowledgment, ( 5 ) felt comfortable in effecting my credit score without one call or email to me, ( 6 ) after Washington DC provided Loancare the fault in paying the incorrect amount of {$8600.00}, Loancare held me responsible for the {$8600.00} until LoanCare was paid back from Washington DC for the overpayment, ( 7 ) Loancare Managers promise to return phone calls and messages, but fail to do so on many occasions. Out of the 20+ Loancare Managers , XXXX has been the only Loancare representative to return my call. ( 8 ) Loancare fail to answer my emails with a response that was different than their automated response ( Appendix ) ( 9 ) Loancare never provided exact reasonable dates to address issues ( 10 ) Loancare does not transfer callers to employees that is already aware of the situation ( 11 ) Loancare does not provide detail documentation to their customers because I believe that they do not want to be held accountable ( 12 ) If I did not have thousands of dollars available to resolve this issue, I believe Loancare will have foreclosed on my $ XXXX valued property on a loan that I owe $ XXXX ( 13 ) LoanCare ruin my credit score when they assured me that my credit score will be suppressed.
I am requesting for Loancare to correct my credit score issue and waive any fees on my XXXX, XXXX, XXXX, and XXXX payment. And to allow for me to handle my escrow from this point forward, where they will send me my {$2100.00} escrow balance check within a reasonable timeframe. Please let me know what documentation will be helpful for me to provide. As I mentioned, LoanCare failed to provide any detail documentation to me.
Appendix : Automated Response Dear ME, Thank you for contacting your loan servicing team!
We have received your inquiry and are assigning it to the appropriate department where your request will be thoroughly reviewed and handled. Please utilize the ticket number provided which begins with the letters XXXX for any further communication relating to your recently submitted email request.
Please note : duplicate inquiries may prolong your time for resolution.
Your reference/ticket number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-14
Clayton, MO
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I've never had a problem receiving statements and have always paid my mortgage on time since XX/XX/XXXX when I purchased my house. My mortgage was sold to " My Loan Care. '' I have not been receiving statements despite my numerous calls into the company saying that I'm not receiving statements. And since the payment was behind I couldn't log on to access my account.
On XX/XX/XXXX the company sent someone out to my house to tape a notice on my door that stating that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. No one inspected my house. I have surveillance cameras that cover every side of my house. My lawn is perfectly kept, my landscaping is professionally done. I reviewed the footage on my cameras and a guy pulled up, never rang my door bell and just taped a notice on my door, got back in his car and drove off. There was another letter stating that they had a " confirmed person of interest '' in my property. I called the mortgage company immediately. They stated that my house was going to go into foreclosure the next day. My mortgage had just turned two months past due. I immediately paid the balance in full and then later learned that information was false. During that call I explained that I'm not receiving statements. I confirmed my email address, my cell phone number and every other piece of contact information. They had all of the correct information.
On XX/XX/XXXX I called the mortgage company again because I had yet to receive a statement or any communication from them. They assured me that my statements would be emailed to me and again, I confirmed my email. I never received any statements from them.
On XX/XX/XXXX I went to bed around XXXX XXXX I had let my dog outside before going to bed and there were no notices taped to my door. I got up at XXXX XXXX the next morning to let my dog out and there was a notice taped to my door. I reviewed the footage and the mortgage company had someone tape the statement to my door at XXXX XXXX It was the same statement that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. Again, no one inspected the exterior of my house.
On XX/XX/XXXX I came home from traveling and the same two statements were taped to my door. When I called the mortgage company they said they are mailing me the statements. I told the lady that yet again, I reviewed the footage and I felt this was harassment. No one is inspecting my property. I have the footage. I really just want someone to mail me my statements. Any time there has been a pass due, I immediately pay the entire balance in full. I WANT to pay my mortgage, I'm simply asking for a statement, a phone call ... something. During this phone call I learned that I'm being charged {$80.00} every time my property is " inspected. '' The company offered no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-13
Carmel, 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
2019-06-13
Arco, 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
2019-06-13
Bakersfield, 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
2019-06-13
TX
Trouble during payment process
Mortgage: VA mortgage
Complaint: This company began our mortgage as XXXX XXXX Loan Care and later became LoanCare. We received a letter from LoanCare on XX/XX/XXXX saying we were two months behind on our house payment and in serious trouble of loosing our home. Our troubles with this company began during the whole process of waiting for the loan to go through. I will explain our current problem and then explain " the rest of the story ''.
I called to speak with LoanCare about this letter and explained that we sent both house payments in and both had gone through the bank so how could we be two months late? The person I spoke with said the records showed we were one month behind and I asked to speak with a manager. After a long wait the manager came to the phone.
Part of this whole confused mess was in XX/XX/XXXX our Insurance company, XXXX XXXX XXXX through XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, TX XXXX, phone ( XXXX ) XXXX, was paid {$1100.00}. for our XX/XX/XXXX year of house insurance. We did not know this until months later however. We received a letter from XXXX XXXX XXXX that the policy lapsed at XXXX on XX/XX/XXXX. They were billing us for {$1100.00}. for the house insurance.
We wanted to get a lower house rate of interest to lower our house payments and XXXX was putting ads on TV about such VA loans so we decided to try and get another loan from them with an IRRRL VA loan so switched to that bank and ordered a XXXX house and auto insurance sometime in early Spring XXXX. We applied for a house loan through them as well. All through this LoanCare had already paid for the year of XXXX sometime in XXXX to XXXX XXXX XXXX for {$1100.00}. We began getting letters from XXXX saying they were not ever getting paid by our LoanCare for the house insurance and would we get ahold of them because they were not responding to XXXX communications in regard to this matter.
Then when our house payment for XX/XX/XXXX was due we called LoanCare to make the normal {$670.00}. payment on the phone and they refused to take our payment over the phone because they said we owed {$800.00} each month now instead. We did not have any prior notification that our house payment was increased nor did we agree to this, have any documentation or signed any contracts about any of this. When I checked with XXXX the house insurance had gone up to almost double the cost for the year so my husband canceled their insurances we had through them. They also turned down our request for a house loan to do an IRRRL VA refinance loan at this time.
My husband dropped a check in the mail for the XXXX house payment on XX/XX/XXXX at the normal rate of {$670.00}. I checked with XXXX XXXX XXXX and they said that in XX/XX/XXXX they received a check of {$1100.00}. paying for the entire year of house insurance for XXXX from LoanCare. This is the first time we found out they had been paid already for the insurance. In the meantime, LoanCare keeps sending us bills for over {$2000.00} and some, for insurance AGAIN.
I checked by phone with XXXX at XXXX XXXX XXXX , XXXX at XXXX XXXX, TX and explained we were being double billed for our house insurance by LoanCare and could she please straighten this out with them? She agreed. I had already called LoanCare and tried to explain we already had house insurance they had paid to XXXX XXXX XXXX and that they could not raise our house payment without our permission and signed contract. They refused to believe me and said they had to hear from the Insurance Company instead. My husband also called and spoke with LoanCare and they refused to straighten it out then either.
In the meantime, my husband sent another house payment of the normal {$670.00}. on XX/XX/XXXX for the XX/XX/XXXX house payment.
I called and spoke to XXXX XXXX XXXX during the week of XX/XX/XXXX and they verified they had spoke to LoanCare and had straightened this out with them.
On XX/XX/XXXX I confirmed with our bank of XXXX that both house payments had been cashed and they had been. So here it is XX/XX/XXXX and we get that letter from LoanCare saying we are two months late on our house payment and in jeopardy of losing our home.
Both my husband and I spoke to the supervisor at LoanCare about this mixup and that we were caught up on the house payments and they tried to double bill us on the house insurance and since it had already been paid for the XXXX XXXX XXXX for the whole year of XXXX we did not owe extra for the house payments and they could not raise our house payments without our approval or contract signature. We had cancelled the XXXX insurance and it never went into affect so we did not owe the higher house payments of {$800.00} they were trying to say we owed.
The LoanCare supervisor said that a check had been sent in XXXX to XXXX for {$2000.00} plus for the house insurance for XXXX and then she saw it had been refunded. She said we still owed increased house payments of {$800.00} from the {$670.00} they were anyway so we were still over {$500.00} behind. I said if the original {$1100.00}. XXXX XXXX XXXX had been paid in XX/XX/XXXX how could we still owe the increased house payments? She said she understood but we still owed it. My husband spoke to her and explained the same thing and she told him the same thing she told me. She said she would send us documentation about this and what we owed.
This company has given us nothing but grief every since the beginning of the loan on this house. My husband sold his lakehouse in XX/XX/XXXX and cleared {$23000.00}. But he had to move out of his house into a motel as the new owner moved in. It took 77 days, with four changed closing dates on the new house with XXXX Loan Care ( now LoanCare ) and every time the interest and all costs kept going up. The XXXX Loan Care company each month asked for 4 more bank statements, sending my then fianc, new contracts and new closing dates for four different times. He finally closed on the house at the end of the first week in XXXX after 77 days and spending all he profited from selling his lake house except {$160.00} for housing and food in a motel.
The stress made both my husband and I ill with a flu for over 4 weeks and my husband is us.XXXX and a XXXX Veteran with XXXX and he went without his insulin and medications most of that time because the VA wanted a permanent address to send his medicines to and not a motel. He was also a long distance away from a VA hospital. It resulted in him getting locked into a downward spiral of a XXXX, XXXX and XXXX state and he ended up going to a XXXX hospital to get him well again for over a week.
We got a lawyer to try and get the LoanCare company to reimburse him for some of these expenses as it should never have taken them 77 days to get into the new house due to their incompetence and neglect. The lawyer took all the supporting documentation, and my husband 's money but did nothing about this case. Then when we fired him he refused to give my husband 's documentation back so we could get another attorney. So once again he was shafted and lost his money for nothing. My husband almost lost his life from all this and we would like some kind of justification from all this grief LoanCare has given us. Now after all this they are trying to take our home from us as well.
We spoke with one of the women who helped work on this loan, XXXX, and she left the company and said the supervisor there did everything wrong and illegally. That is why she left the company.
In addition, the XXXX Loan Care company gave us a much higher interest rate than was for a VA loan. It ended up being an interest rate of 5.25 % instead of the going rate of 4 % at that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-13
Apple River, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: When my mortgage was sold to the Loan Care I was verifying that all of the information was transferred correctly, through their online site. I discovered that the escrow amount was carried over incorrectly. My account showed that my Wisconsin property taxes were scheduled to be paid on an annual basis with the next amount of {$310.00} being paid in XX/XX/2019. However, these are paid semiannually in the amount of XXXX. Tax payments are due in XXXX and XXXX. The XXXX payment for {$310.00} was paid by the previous mortgage holder. When I called Loan Care they said that the information they received from the former lender had it listed as annually. Which of course was not the case, since all records from the previous holder showed them paid in XXXX and XXXX. Furthermore, when I called Loan Care I was told I was required to show proof of the amount of the tax payments and when they were due. I was told they did not have any of that information. Being that I have worked in XXXX for 23 years and am very familiar with XXXX XXXX loans, I know they had to receive the file and all my documentation of my loan. They were not willing to go the extra mile and fix their own mistake. I had to take the time to research all of it and send them my property tax bill and the last time my tax payment was made. I wonder how many other people this affected who are not well-versed in XXXX and XXXX. Had I not discovered this error my property taxes would've been late and that is a whole new issue.
After sending in all the information they required me to send, the automated response I received said that " Once your request has been completed, you will receive an email confirmation. '' According to their response it would take up to 15 days for research to be completed. I sent the request through to them via email on XX/XX/XXXX. On XX/XX/XXXX, after not receiving any type of confirmation on the matter, I went back to my account to review that it had been changed to the correct escrow schedule, which it was. But, there was no confirmation of when it was completed. So, on XX/XX/XXXX, i sent another request asking for a confirmation. Again, the automated response said it would take 15 days for research. No reply. On XX/XX/XXXX, after waiting the 15 days with no reply I sent a message demanding contact ( I even gave them two email addresses, in case spam was holding up emails in one ). I told them I would give them until Tuesday, XX/XX/XXXX to contact me with confirmation on when the change to my escrow was made or I would be contacting the CFPB. As you can tell by now, they have not responded.
I feel their non-communication is in violation of CFPB standards and I would like this brought to everyones attention. This is unnerving to say the least.
One other note, I went to pay a different mortgage on XX/XX/XXXX and the payment screen said I owed a {$5.00} payment fee for it being paid 5 days past the due ( but, I was still in the grace period ). This was the first time that message had appeared on the screen. I reluctantly paid the {$5.00} because my mortgage was due. But, I have requested they add the extra {$5.00} from the fee onto my principal.
This place is terrible at communication and I encourage the CFPB to look into their practices closely and carefully.
Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-12
E Kingsford, 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
2019-06-12
AZ
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: In XX/XX/2019 ... we refinanced and paid off the mortgage that was been service by Loan Care. They told me it would take 30days to receive the reserved escrow money. Is now XXXX way more than 30days and we have not seen any money. They also over charged on the fees to get payoff and updates on the # s. Would like to see if this agency can look into why they holding on to escrow money for so long. The account online stating now that it has been {$0.00} in the escrow even all of XXXX.which is not true
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation