LoanCare, LLC

2019-06-03

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX LoanCare XXXX XXXX We started a short sale with LoanCare on XX/XX/XXXX. On XX/XX/XXXX we were countered to $ XXXX. On XX/XX/XXXX we emailed the increased offer ( $ XXXX ) along with the updated HUD. We called in several times since XX/XX/XXXX and were told yet again today XX/XX/XXXX that there was no ETA on decision. However, today they are claiming that the XXXX offer was marked too low on XX/XX/XXXX -- - I was never told about it when calling in, multiple times, over the past 2 weeks. The manager claimed that final decisions about existing offers are not made until underwriters completely review the file. Had no explanation as to how we were countered on XX/XX/XXXX since the underwriters had also not completed their review at that time either. *****When pressed further, the manager claimed that they are investor driven and do not care about any other law, and that investor guidelines supersede State and Federal Law. Additionally, they stated " California law doesn't faze me ''. Since we end up having to file complaints on every file we have with LoanCare it is apparent they are not training their employees at all. Their employees do not know the difference between a lien and a financing statement, do not know how to read a HUD, are attempting to act as title and escrow ( which is a conflict of interest ), and do not understand Lien Priority. They have a training program that seems to be based on learning from their mistakes and CFPB complaints. Please reference the following complaints that we have filed on LoanCare : XXXX XXXX XXXX XXXX For once we ask that LoanCare 1 tell the truth 2 dont try to commit a RESPA violation or other type of short sale fraud when reviewing their files. I want them fined the maximum of $ XXXX and for them to undergo training to learn how to properly service their loans. If they are refusing to adhere to their servicing obligations and are not willing to abide by California State and Federal Laws, then they need to be banned from doing business in the entire nation. CC : For ease, we are cross filing this complaint with the following organizations : 1 ) State of California Attorney Generals office 2 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
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

Greenwood, CA

Credit monitoring or identity theft protection services

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Didn't receive services that were advertised
Complaint: I had a bankruptcy several years ago - only on credit cards. I reaffirmed my home mortgage, but XXXX has never reported to the credit agencies since then that I make my mortgage payments each month for years now - which would help improve my credit score. Please help me. I need to increase my credit score. XXXX has filed bankruptcy themselves and now my mortgage is going to LoanCare LLC - XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX, phone numbers - customer service XXXX and collections XXXX. Every time I had my bankruptcy attorney send a reaffirmation of my home mortgage - they would just say it wasnt the right paper. So now my bankruptcy attorney says he wont help anymore. Please help me - Im a single mom to a XXXX year old boy who is on the XXXX for XXXX, a XXXX XXXX, and I divorced my sons father ( my ex-husband ) because he was so abusive to myself and my son. I still cant seem to financially recover from that horrible time in my life even though I filed for divorce in 2011.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We purchased our home on XX/XX/2019, two weeks after purchasing our home and getting a loan through XXXX our home was transferred to LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ). We have never received a statement or any documentation stating the account was going to this new company. We have never received a loan number, payment amount or any information stating what date our mortgage was even due. I contacted XXXX whom gave me the companies information. I then called LoanCare, A XXXX Company Attn : Mortgage Resolution ( XXXX. XXXX XXXX XXXX XXXX, VA XXXX ) and the rep. stated she would mail me a statement which never happened. I called again today XX/XX/2019 for them to tell me our loan is one month delinquent and the next payment is due tomorrow. I requested a supervisor and let her know that they never sent me anything and I can not make a payment until I have the paper documentation. She read me the address they have which is the correct street address but incorrect city and zip code. I t hen requested my past due payment be moved to the end of my home loan since this is NOT my mistake.. the woman said they will not do this. I requested her supervisor and have not heard back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-30

Discovery Bay, CA

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

Timely Response

2019-05-30

Washington, DC

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

2019-05-30

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been sending documents from XX/XX/2018, to XXXX XXXX for a loan modification or workout or some kind of help so that I would not lose my home. We sent at least 15 packages to XXXX, before they gave the loan servicing to Loan Care. Before XXXX gave the servicing to Loan care they pretended that I was approved for a loan modification. I waited and then Loan care came into the picture. WE sent the same documents to Loan care at least another ten times and now they have sent me a denial for a loan Modification : Reason - Max amount that can be modified by XXXX/LoanCare. I was never notified of any max amount for my loan to be modified. I have been sending in documents continuously to save my home. If there was truly a max amount and my loan could not be modified because of it why was i not notified before? All of the workers gathering documents never once said a reason that I received in the denial letter. There are some very serious issues going on with XXXXLoan Care with the servicing of my home 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

2019-05-30

PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I XXXX XXXX purchased XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX on XX/XX/XXXX I used XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Pa. At closing XXXX was held for school tax for XXXX county PA. My original loan company at time of closing was XXXX XXXX XXXX XXXX XXXX these taxes were distributed to the lender from XXXX XXXX XXXX. On XX/XX/XXXX my loan was sold to Loancare these funds were transferred and deposited to Loancare on XX/XX/XXXX XXXX was deposited to predistributed payments account these taxes were due in XX/XX/XXXX and not paid. They are still sitting in Escrow I have never missed a mortgage payment EVER. I pay on time all the time I have contacted this bank over 25 times by call by email I have held for hours I have spoken to supervisors only to be put on hold and hung up on I have never been treated so poorly. I am in danger of loosing my home that I pay on every month I pay my insurance I pay the taxes to them religiously every month. My home will be put up for sale for back taxes that I paid and I can not get anywhere with them no help whatsoever I have all records of the payments and all of the info shows as well on their website and they still will not help me. I have never experience anything like this in my life my account # is XXXX Loancare XXXX XXXX XXXX XXXX XXXX VA XXXX Please help me they are ruining my life I spend hours trying to correct this since I received the firs tax notice and they will not help 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

2019-05-29

N Chesterfld, 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

2019-05-29

Main Office, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After 24 months of on-time mortgage payments I requested an appraisal on my home in order to get the mortgage PMI removed. Initially, I was given an incorrect email by the agent at My Loan Care. When I followed up with the company I was told that my only option was to fax a letter to the PMI department and that the previous My Loan Care worker was wrong. I faxed the letter to My Loan Care and put in the letter that I was requesting an appraisal and the my request be expedited due to their staff providing false information. After a few days I called My Loan Care to follow up on my request. I was told the PMI removal request had been denied because I didn't have the correct loan to value ratio. They said I has to submit a request for an appraisal. I told the call agent that I had included a request for the appraisal in the the letter I had already faxed. The agent agreed to take payment over the phone. On XX/XX/2019 the Appraiser performed his assessment. He told me that he would send his report to My Loan Care by XX/XX/2019. The week of the XX/XX/XXXX I tried numerous times to get assistance from My Loan Care.I spoke with someone who told me that they would submit my request for a copy of the appraisal and that my PMI review would be processed XX/XX/2019. However, I never received a copy of my appraisal or notification of the PMI review. My calls to the center since this request have been in vain. When the call menu offers an option to call me back when it's my turn in the queue I never receive a call back. In another instance, I waited on hold to speak a call worker for 52 minutes and then she transferred me to the wrong department and had to start over in the queue. Another time, I waited for over 30 minutes only to talk to a call worker who put me on hold so long that the call disconnected. After searching the My Loan Care website I found a link to request my appraisal documents. I submitted the request XX/XX/19 and still have not received my documents. I have email confirmation of this request. I have also made earlier attempts to contact the company via the " Contact Us '' link on their website, but this option does not provide email confirmation. I can see that the house 's new appraisal value has been added to my account so I know the company has the appraisal documents. I believe this company is not only unable to deliver timely, informed service, but they are willfully postponing the removal of the PMI from my mortgage so that they can make as much profit as possible. I also believe that I am entitled to a copy of my home 's appraisal report and since I paid for the appraisal I should be sent a copy immediately. My home has appraised for more than enough to have 20 % equity and I have waited the required 24 months to file for PMI removal. This company is not following their own rules.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-29

DE

Trouble during payment process

Mortgage: VA mortgage

Complaint: We closed on this house XX/XX/XXXX. Initially, the loan was VA through XXXX XXXX XXXX. Approximately one week after receiving our mortgage information from XXXX XXXX XXXX, we received notice that our loan had been acquired by LoanCare ( Formerly XXXX XXXX XXXX ). Since we received the LoanCare information prior to making our first mortgage payment, we were able to send our first payment to LoanCare. First payment was made XXXX XXXX, XXXX, as evidenced by XXXX XXXX XXXX Online Pmt Chk XXXX in the amount of {$1500.00} on our bank statement. We use electronic bill pay through XXXX XXXX XXXX XXXX. The payments are sent exactly as indicated on the mortgage statements that come in the mail. Addressed as follows : XXXX XXXX XXXX XXXX XXXX XXXX LoanCare XXXX. XXXX XXXX XXXX, PA XXXX LoanCare started calling with robocalls XX/XX/XXXX. I receive a lot of spam calls and do not answer XXXX, XXXX, XXXX-types of numbers. I trust that if they are a legitimate business that they will leave a message. I received calls from LoanCare at least once a day for approximately 1.5 months before a voicemail was received to indicate who was calling. It was a robocall message that stated, Please return our call at LoanCare with no additional information. This was XX/XX/XXXX. I called LoanCare immediately and was informed that they did not receive payment for XX/XX/XXXX and because of that, all subsequent payments were considered late. I have spent every single day since that first voicemail trying to prove to LoanCare that I have not only made all of my payments, but that they have been made on time. We are a small farm and I have spent countless hours on hold and working on this issue which means we have been losing money. Every time I talk to a representative, they tell me what I need to do and I do it. They started off telling me I needed to send in a screenshot of the money clearing my bank, so I did that. They never called me to tell me that the information was insufficient or that there was any kind of problem with what I had sent. I started to receive the robocalls again, so I called and found out that the information that I had sent was insufficient and that I needed to call my bank and have them send me a transmittal form which would show LoanCare that my payment had cleared. Just call and tell them that you need that form and they will know what you are talking about. I talked to THREE different departments at my bank and no one or their supervisors had ever heard of this form. They stated that the only thing that would show the information that LoanCare needed would be the bank statement. I made several more calls to LoanCare attempting to explain this and at one time was told by a representative that they would put some kind of hold on my account while it was in dispute so that I wouldnt get sent to collections or the credit bureau. Two days ago I received an email from my bank stating that my credit score had dropped due to LoanCare reporting my late payments. Yesterday I received a call from collections. This morning, I received an email stating that my most recent payment had been rejected by LoanCare and the funds were returned to my account. I called AGAIN and was told that the entire bank statement that I'd sent was insufficient proof and that I need to send this transmittal form and that its the only thing that they will accept. Other various things that I have been told by representatives when I call : You made your payment to XXXX XXXX XXXX and thats not us. We never got your payment. You made your first payment to the other loan company and they never sent it to us, so you need to call them. Im going to put you on hold for a supervisor. If you dont want to wait on hold, just enter your number when prompted and one will call you back. ~I can not tell you how many times Ive waited over an hour and a half on hold, gave up and put my number in and NEVER gotten a call back. Hours of my life just wasted on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-29

Lewisville, TX

Trouble during payment process

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

2019-05-28

Elkins Park, PA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-28

WI

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

2019-05-28

Louisville, 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

Timely Response

2019-05-26

Forrest City, AR

Incorrect information on your report

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

2019-05-24

Memphis, TN

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: My loancare keep reporting false information to credit reports. These false reporting cost me jobs and personal and car loans. I have only 4 or 5 on time payment past 2 years reported which is false. Update correctly loan balance they got XXXX or XXXX + on credit report but XXXX on website and paper work XXXX. XXXX XXXX paid. XXXX paid. XXXX paid XXXX paid. XXXX paid XXXX paid. XXXX paid XXXX paid. XXXX paid. XXXX paid. XXXX paid XXXX paid XXXX paid XXXX 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

2019-05-24

Seligman, AZ

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: LoanCare has not provided a lien release on our home. The funds were wired from our XXXX XXXX account on XX/XX/XXXX. I did not realize release had not been done until early XX/XX/XXXX when my wife and I was in the middle of another business tranaction. This has caused that process to be stopped until this gets resolved. My first call to LoanCare was on XXXX at which time I was told by servicer it would be resolved within 3 business days. I checked with county recorder website on XXXX and release had not been done. I called back immediately on the same day and was told it would now be escalated and an e-mail sent. The e-mail stated I would be contacted in 3 business days. This did not occur. I called again on the XXXX and servicer including manager told me it would be done in one more business day and I would receive a call with update. That again did not occur. I called today XXXX and was told again they had no further information. I asked to speak with manager and I am still on hold ( 20 min ) Every time I call in, which requires me to provide my loan number I am informed I have a {$0.00} loan balance. I can not complete my current transaction until this is resolved. I just spoke with manager, XXXX and was told each time I call it goes to the company 's escalation team and their lien release department was informed on XXXX. Manger told me lien release department does not accept phone calls, there is nothing else I can do. The quality and professionalism I have received is unacceptable and I am asking for your intervention. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-23

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am trying to have the PMI removed from my 30 fixed rate mortgage. When I called about this about 1.5 years ago I was told that Loan Care would have to have an independent Appraisal done. The cost would be about {$400.00}. I was not sure if my home would appraise for the required amount to meet the LTV. I was told LTV needs to be 78 % or less. I decided to wait. On XX/XX/XXXX I got a Real Property Notice of Valuation from the county Assessor stating that my property value had gone up. When I checked the numbers my property value had gone up enough to meet the LTV of 78 % or less. I decided to try again to have the PMI removed from my loan. I called and was told to submit an email request to XXXX which I did on XX/XX/XXXX. I got an email response the next day. The response said I should hear something back in 5 business days. I got no response. I decided to call Loan Care XX/XX/XXXX to see what was going on. I called and asked about having my PMI removed. I was told that I need to submit another email request asking for a home appraisal and that I would cost {$910.00} dollars. This is more than double the cost from the first time I called. I feel like Im being robbed. So, no one at Loan Care bothered to tell me this until I called even though I asked for any information about the process in my initial email. Ive have owned another house and was not charged anything to have the PMI removed. The fact that Loan Care will not accept the county Assessors appraisal seems like a totally unfair and unethical business practice to me. The fact that they more than doubled the cost of their appraisal also seems totally unfair to me. It seems like robbery. I want Loan Care to accept the county assessors appraisal and not charge me anything. I have great credit. I have always paid my mortgage on time and in full.
Company Response: Closed with explanation

Timely Response

2019-05-23

San Gabriel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX XXXX I was given a loan payoff quote for {$260000.00} good till XX/XX/XXXX. I sent 3 payments starting on XX/XX/XXXX of {$67000.00}, XX/XX/XXXX {$100000.00} and the last payment on XX/XX/XXXX for {$100000.00}. I sent the payments through online bill pay because the max amount allowed to sent was {$100000.00} thats why I sent 3 payments and also the payoff quote did not specify the money had to be in one lump sum just be there by the XX/XX/XXXX. When the first payment went through they took out {$980.00} in interest. This should of not been done because I already made XXXX payment on XX/XX/XXXX. So they took XXXX interest when they should not of plus theres only 14 days between XX/XX/XXXX and XX/XX/XXXX and the calculation of interest taken is incorrect. I called them on the XX/XX/XXXX and asked why my loan is not paid off and they said they had to forward this matter to another department and can take of to ten days. I called today XX/XX/XXXX and they said I will get a call back from a supervisor and never did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-22

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

2019-05-20

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My original servicing agent XXXX when bankrupt and ceased servicing my mortgage on XX/XX/19/ Loancare LLC ( " Loancare '' ) was the successor servicer assigned to my account. Two payments were made to Loancare XX/XX/XXXX and XX/XX/19. Loancare was promptly contacted and wanted proof of payment which they had previously acknowledged receipt of via email. They verbally agreed to refund the duplicate payment upon receipt of confirmation of payment which they had already acknowledged receipt of via email. Upon receipt of my proof of payment they allegedly will send me my refund after a three day processing time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-20

Mabank, TX

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I had a refinance closing with XXXX XXXX on Wednesday, XX/XX/2019. XXXX obtained a payoff from LoanCare dated XX/XX/2019 in the amount of {$230000.00} ( Exhibit B, pages 3-8 ). XXXX wired {$230000.00} to LoanCare on XX/XX/2019. The wire was returned by LoanCare because the payment was short ( Exhibit A, pages 4 and 5 ). On XX/XX/2019, LoanCare paid my homeowners insurance the sum of {$2200.00}, that is due by XX/XX/2019. On a conference call between myself, LoanCare and XXXX, LoanCare states that I owe them {$1300.00} because they paid my homeowners on XX/XX/XXXX, which caused the {$1300.00} deficit in my escrow account. XXXX said they have nothing to do with the payment of homeowners by LoanCare and would not include the {$1300.00} in the payoff the {$1300.00} deficient being the reason LoanCare refused payment from XXXX. So, here I am ; I havent paid LoanCare its XXXX, 2019, payment because of my closing, and XXXX reminds me that I will owe them my first payment on XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-19

Garrett Park, MD

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

2019-05-18

Houston, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We filed for Chapter XXXX Bankruptcy in XX/XX/XXXX, after two years of submitting payments timely to the trustee, we requested approval from the bankruptcy trustee to purchase our home. The trustee approves the loan so long as it meant several requirements, such as the loan could not exceed a certain amount, interest rate could not exceed more than a certain percentage and our monthly payment with taxes, etc. escrowed, couldnt exceed a certain amount. We purchased our home while still in active bankruptcy and XXXX XXXX closed our loan. Within no more than two months, LoanCare took over the servicing of our loan. Within no more than twelve months we received a document saying that our payment had increased and the amount was increased higher than what was approved by the bankruptcy court. This caused us to get behind and LoanCare stopped posting our payments to our account when we became 60 days past due. I contacted them when we became delinquent and I was told to submit a loss mitigation application. We submitted five loss mitigation applications starting in XXXX thru today. LoanCare continuously failed to reply timely and only after we would spend countless hours on the phone and trying to communicate in any way possible would we ever receive a response. The last application was submitted in XXXX. We never received a reply until we contacted LoanCare 33 days after we submitted the application to find out that our loan was in process of being sent to foreclosure. We then spent the next several weeks trying to obtain information on why the application had been denied, which we were given a reason that was not accurate or true or correct. Once we found this out, we sent an appeal letter for the denial and have yet to hear anything or be able to contact someone that can speak with us regarding our account. In addition to this, we have been requesting an itemization of our account and our first request for this information was a year and a half ago. We received it for the first time this week. Because we had been unable to obtain this information, we sent a formal dispute and requested documentation to show the validity of the debt - to which we have yet to receive a response on. We were informed by the foreclosure attorney that is representing LoanCare that the itemization had been sent previously, however, was unable to locate any tracking or proof that this actually occurred. Finally, I am concerned that an attorney that represents a party other than the owner of the debt can have authority to wrongfully foreclose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-18

Winton, 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