LoanCare, LLC

2019-06-12

Lafayette, LA

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

Timely Response

2019-06-12

Madison Square Sta, NY

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

Timely Response

2019-06-12

CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was recently transferred to this company. My promissory note specifically says that there can be a late fee after the XXXX of the month. It is due on the XXXX. This new company that I am complaining about charges a late fee after the XXXX. I feel like they have changed the terms of my loan and I have been told that they can transfer the loan but not change the terms of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-12

Detroit, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 1. We used a report issued by an FHA appraiser in order to qualify for this loan. 2. Later, I had a secondary inspector come and look through the house. 3. He gave me the report that is attached to this email. And he also said that he thought that the house was such that it should never have qualified for FHA approval. 4. He suggested that the license of the person who made this appraisal should be pulled. 5. I contacted the FHA to let them know that they had possibly a corrupt or sloppy inspector. 6. They told me that I should contact the loan servicer as the first step. 7. And so, here we are. ( Please note that the INDEPENDENT home inspector found about {$7000.00} worth of repairs that would have been necessary to make the house qualify for an FHA loan. Those are {$7000.00} that I have to come up with out-of-pocket in order to get the house up to code, even though it was not up to code a single day of the six months that we have lived in it. The house is a fire hazard, if for no other reason than the fuse box that needs to be replaced because it is out of date and out of code.. ) Attached is the report from the secondary inspector, which the mortgage Servicing Company already has. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-12

Nyc, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home mortgage was recently transferred from a previous servicer to Loancare. The mortgage has been in effect for over 15 years and has always been paid on time or within the grace period. When going to pay the mortgage online today, XX/XX/XXXX, after the due date of XX/XX/XXXX, but within the 15 day grace period, LoanCare added a " one time payment fee '' of {$10.00} '' ... .That fee was not charged by the originator or any subsequent servicer until now, and it is only charged when making an online payment, not for a mailed check. I contacted LoanCare by phone to ask for suggest that this charge was unwarranted and not right. They refused to budge, and simply repeated several times that was their policy. I will mail a check to avoid this fee, but would like to have the option to pay online within the grace period without being subject to such a fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-11

Ft Belvoir, VA

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

Timely Response

2019-06-10

Bedford, TX

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

Timely Response

2019-06-10

Superstition Mtn, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan servicing company was XXXX but apparently they are being sued and sent me over to a new servicing company ; Loan Care XXXX. I always pay online so when I received my first bill from the new company I tried to use their website. It was not set up yet so I went to my personal checking Account and paid thru bill pay. The money was sent to the wrong po box but the same company and city, City of XXXX, CA. When I found out it was the wrong company I contact the phone number ( XXXX ) of the company provided by my bank. They said that the other loan servicing company would know what to do and to contact them to get my money transferred over. When I call the correct loan servicing company they acted like they did not know the other loan servicing company existed and did not know what to do. I kept pressing them and they sent me to a department that told me to send my proof of payment that I made and I would receive a confirmation that they received my request and it would take 7 to 10 days. That was XX/XX/2019. I call today XX/XX/2019 to see how it was coming along and if they had my money. The woman looked it up and said, " OK, We are processing your request and it will take 7 days ''. This woman said that I should have called back after I sent the request in. I was not told that. I was told that I would receive a acknowledgement that they received my request and it would be processed in 7 to 10 days. The acknowledgement email said nothing about calling to activate my request. I feel like I am being jerked around. Now on the message that I listen to on the phone when I call them the recorded message says to make sure that the money is sent to the correct address so they must be having this same problem with other mortgagees. I need to get my money back from the other company and so I can send it to the correct company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-10

Spring Hill, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2019 I sent an escrow shortage amount to make sure Escrow was paid. Loancare misapplied those funds with no notification to me. I continued to make my monthly payments. Due to the amount change and lack of notification from loancare they held my payments in a side account and showed my payments as not being made. I have made numerous calls to them to fix the issue and even paid additional amounts they said that were owed. They continue to delay the application of proper payments and my credit has been giving mulitple negative remarks and has plummeted. I have spoken to XXXX XXXX and he promised it would be fixed. Please help me get my credit repaired and have loancare apply payments correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-08

DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have made my mortgage payments on time. For the past 3 months, the payment was rejected and returned to my bank without notice from the mortgage company. I re-submitted payment several times until it was accepted. I have had my XXXX mortgage payment returned to me without notice from the mortgage company. It is now XXXX and my credit will be impacted negatively due to the span of time that has passed since a payment was accepted. There has been ZERO contact from the new mortgage company that is servicing my mortgage since XXXX is in Chapter XXXX. How am I expected to continue to maintain good credit practices without support from the company servicing my mortgage now? I will not submit late payments when I paid on time. I am very hesitant to continue this issue with no contact from the new company. When I attempted to register for servicing my account with Myloancare.com, my credentials were denied. Their site would not accept my social security number for their registration process. With the technology available today, there is no reasonable excuse as to the complete lack of support from this new mortgage company. I have absolutely no way to make a mortgage payment, or maintain the good credit rating that I have acquired throughout the life of my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-07

Brouillette, LA

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

Timely Response

2019-06-07

San Gabriel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: We tried to refinance the house to get rid of the PMI insurance. There was an error in loan cares communication to us regarding our status of the PMI cancellation. When we first inquired about the PMI cancellation late XX/XX/2018. We received a letter shortly after, XX/XX/2018, that stated we DO meet the status of PMI cancellation and to just send {$100.00} for an appraisal. At that point we contacted customer service to CONFIRM the amount and the status of PMI cancellation and was informed to send in a check which we promptly did and it was cashed right away. At that point with the information that was given to us by loan care We decided that I would be able to stay home with our XXXX since we would be saving on the PMI insurance every month, of course with other bills we minimized and other cutbacks. It wasnt solely a decision based on Loancare but I did provide a notice to my work at that point. It wasnt until weeks later that we received a letter stating that there was a mistake on the previously letter sent and that now we have to pay more money for another appraisal since we DID NOT meet the PMI cancellation. This was after we had already called in and spoke to someone regarding our PMI and it should have been caught then. Umm okay now I am XXXX with a XXXX and needed to act fast. I called numerous times, would wait on hold for hours at a time, all while taking care of my son, just to get hung up on or put back in the queue and never get an answer. I finally had XXXX to work with and a member of the management team to help me. I was promised several calls back by management and never received one call. XXXX never answered her phone and when she did call us back she provided no information and basically to just wait. No one ever notes my accounts so I would have to tell the story each time I called. This started back in XXXX I believe and finally in XXXX or XXXX was when they officially told us there was nothing they could do. So after multiple incorrect letters, getting wrong information from all representatives, and basically putting my livihood in their hands we refinanced, got our PMI removed and are where we thought we would be months ago. I am getting in contact with a lawyer, will file complaints with the CFPB, TPCA, and XX/XX/. It took 20+ phone calls, spoke to probably about 10 different people majority supervisors or above and absolutely got no where. I literally would be on hold for hours. Dont ever chose the option of getting a call back and not loosing your place in line.. I am still waiting for about 5 of those call backs. No one called back, no one cared, it was all a joke to them. I was literally going through XXXX XXXX while they held my future in their hands. They are disgusting. I hope someone finally takes a stand against this company. Its fine we didnt meet the PMI but this needed to be communicated not pushed around for months and pushing a new mom to their breaking point. We would have paid the difference for PMI, took out a loan, but we couldnt even get any answers from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-06

Cheverly, MD

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

Timely Response

2019-06-06

Coalinga, 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

Timely Response

2019-06-06

Groveland, FL

Struggling to pay 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

Timely Response

2019-06-06

Detroit, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I received a letter stating that I had a {$320.00} shortage on my Escrow, if I did not pay that shortage, my monthly payment would change, I went ahead and made the payment, but then the company continues to bill me the higher amount stating that I have an escrow shortage, which I already paid!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-06

Scottsdale, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: loan XXXX I've had my home 17 years The loan recently is serviced by Loan Care I received a debt validation letter dated XX/XX/2019 Loan Care does not want to honor
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-06

Phoenix, AZ

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: We have been having a loan serviced through LoanCare , LLC ( they could be part of XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. XXXX or XXXX per their website ) ). During XXXX, the loans ended. LoanCare kept extra monies owed to us. In XX/XX/XXXX we notified them of their error. After about a month, on XX/XX/XXXX, they performed an internal audit and agreed that they owe us {$2000.00}. They promised to reissue a Form 1099 and send a check. Calls to them went un-returned in XXXX and most of XXXX. On XX/XX/XXXX, I finally reached someone and they promised a call back within a day to find out what the problem was. It is now XX/XX/XXXX and no call back. I have been on hold for over an hour with them today. If you look at their XXXX reviews, I am not the only one with this problem. They do not return calls or pick up their phone it seems. Our Company is XXXX XXXX XXXX, XXXX. Loan number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-05

Peoria, 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

Timely Response

2019-06-05

MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have made several attempts to communicate with my new service, XXXX, on the option of having my mortgage recasted. I have paid my mortgage balance down, their website states that this is an option for customers. I have called and they stated for me to email them at XXXX which I did on XX/XX/. I called a week later to follow up on my request and the caller stated that a supervisor would be emailing me the next day. This did not occur. I went on their website and sent a message through " contact us '' link and asked for the same thing. When I went to follow up on this request, I literally sat on hold for 35 minutes waiting for them to pick up. I want to know what I need to do to recast my loan. The first time I called they pressured me to try and refinance my loan and I am not interested in that. I am not sure why they are not communicating with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-05

Hemet, 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

Timely Response

2019-06-04

Greenwood, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have a mortgage with LoanCare Servicing. I have been on electronic statements and records for a long time. Over the last few weeks I have been unable to access my online account, and therefore can not access statements and other information vital to the process of escrow for a new home. Several times I have waited on hold for very long periods trying to get LoanCare to fix this. Each time I am told they will call me back " in a few days ''. I never receive the call. My attempts to resolve this via email have not been successful. LoanCare is harming my ability to obtain a new loan, see the status of my existing account and manage any account aspects. They have also been very rude each time I have discussed this issue with them. LoanCare Servicing XXXX XXXX XXXX XXXX XXXX, AZ 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

Timely Response

2019-06-04

Darien, CT

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

Timely Response

2019-06-04

Ashburn, VA

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

Timely Response

2019-06-03

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

Timely Response