LoanCare, LLC

2019-05-18

West Side, MA

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

2019-05-17

S Plainfield, NJ

Applying for a mortgage or refinancing an existing 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

2019-05-17

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My property taxes were due XX/XX/XXXX, and they were not paid. I received a notice from the XXXX County Tax Assessors office in XX/XX/XXXX that the taxes were not paid and incurred a penalty fee. I called my mortgage company, Loan Care, and they stated they would take care of it and incur the penalty fee. They did not supposedly pay until XX/XX/XXXX, per my monthly statement. On XX/XX/XXXX, I received a call from XXXX XXXX with the XXXX County Tax Assessors office that my property taxes were not paid. I called Loan Care that day and was told there is no one I can talk to and that I have to submit an email to XXXX with the issue. I submitted the email that the taxes have not been paid and they need to submit proof of payment including the parcel ID ( XXXX ) to XXXX. I received a confirmation email from them with a reference number of XXXX and it could take 15 business days to for research to be completed. I emailed them again, XX/XX/XXXX, with the above reference number, that no one has reached out about the property taxes issue and this is an urgent matter. I spoke with XXXX on XX/XX/XXXX and told it would be XX/XX/XXXX for an answer as it was still under review. XX/XX/XXXX I spoke with XXXX and told review is in progress and reopened on XX/XX/XXXX with a close date of XX/XX/XXXX but awaiting " XXXX '' to be removed. She did not know what " XXXX '' meant. On XX/XX/XXXX I spoke with XXXX and told she would send this to the manager but it would be 3-4 business days for a response but probably 4 days. She said she is in Virginia and they are in Florida so it is not like she can just go talk to them. I am growing more frustrated because I am unable to talk to anyone with authority to tell me what the problem is and why it has not been resolved. All they need to do is forward a copy of the payment with parcel ID to the email I provided. The current technology would allow this to be done in a matter of minutes via email. Any help would be appreciated. Thanks, 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

2019-05-17

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX/LoanCare 's statement dated XX/XX/XXXX showed that we owed a payment of {$3300.00}, due XX/XX/XXXX. The Explanation of Amount Due showed principal in the amount of {$660.00}, interest in the amount of {$1900.00}, escrow in the amount of {$790.00} for a total Regular Monthly Payment of {$3300.00}. There was also an additional {$20.00} fee on the Total Fees and Charges line. This comes to a total of {$3300.00}. I sent a payment ( my check number XXXX ) in the amount of {$16000.00} on XX/XX/XXXX. In addition to the {$3300.00} detailed above, I included an additional principal payment of {$13000.00}. This additional principal payment was noted on the payment coupon. According to LoanCare 's online record, this check was received XX/XX/XXXX. Instead of correctly crediting the loan in the amounts shown above, on XX/XX/XXXX the online record shows LoanCare applied the payment as follows : - For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. LoanCare erroneously did not apply {$20.00} for the fee on the statement dated XX/XX/XXXX and due XX/XX/XXXX. - For a payment due XX/XX/XXXX, {$660.00} was applied to principal, {$1900.00} was applied to interest, {$790.00} was applied to escrow. This was an error made by LoanCare. LoanCare had not sent a statement for the payment due XX/XX/XXXX. {$20.00} of this should have been applied to the fee assessed by LoanCare on the XX/XX/XXXX statement and the rest applied as an additional principal payment. - A principal curtailment of {$10000.00} was applied to the account. As noted on the payment coupon that was included in with the payment I sent XXXX XXXX XXXX/LoanCare, the additional principal that should have been applied was {$13000.00} Upon receiving a statement from LoanCare dated XX/XX/XXXX, due XX/XX/XXXX, I discovered LoanCare 's misapplication of my payment. I called LoanCare customer service on XX/XX/XXXX. I spoke with XXXX, LoanCare customer service representative number XXXX. We reviewed the errors made by LoanCare outlined above. She agreed that the amount credited for the payment due XX/XX/XXXX should be reversed and credited as an additional principal payment as had been indicated on the payment coupon, and that the {$20.00} fee would be correctly credited. Any stated that this would be done within 5 business days ( XX/XX/XXXX ). I further explained that since there would now be a payment due XX/XX/XXXX I would mail that regular payment of {$3300.00} using the payment coupon included with their most recent statement. I made that payment by my check number XXXX on XX/XX/XXXX. XXXX stated that this was fine and that the payment would be processed correctly as the payment due on XX/XX/XXXX. LoanCare, as usual, did not process the corrections they commited to complete. As shown on LoanCare 's statement dated XX/XX/XXXX, due XX/XX/XXXX, shows LoanCare further complicated problems by taking the payment that I sent on XX/XX/XXXX and applying it incorrectly. Instead of treating it as a regular payment, they took the {$20.00} fee from that payment and applied the remaining {$3300.00} an additional principal payment. In summary, LoanCare needs to correctly apply the payments I have made since XX/XX/XXXX. -My check # XXXX dated XX/XX/XXXX in the amount of {$16000.00} should have been applied as shown on XXXX XXXX XXXX 's statement dated XX/XX/XXXX and due XX/XX/XXXX : - principal {$660.00} - interest {$1900.00} - escrow {$790.00} - fee {$20.00} - additional principal payment {$13000.00} -My check # XXXX for a regular payment in the amount of {$3300.00}. The correct breakdown of principal, interest, and escrow allocation for this payment is dependent on the correct application of the payment above. -LoanCare needs to send me a statement showing the correct application of these payments, as well as a correct statement for my next payment due on XX/XX/XXXX. Since LoanCare took over servicing our loan in XX/XX/XXXX, LoanCare has processed only one of our payments correctly the first time. They are exhausting to work with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: RE : Property address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX with Loan Care - transferred to XXXX XXXX in XX/XX/XXXX Owners : XXXX XXXX XXXX ( myself ), and my daughter XXXX XXXX XXXX 1 ) After transfer of my loan to XXXX XXXX, the company has force placed Flood Gap Insurance, thus increasing my payment by {$69.00} ; from {$1500.00} to {$1500.00}. 2 ) When I contacted them to inquire, they told me my HOA doesn't have adequate coverage, and does not meet the FEMA guidelines, even though the HOA XXXX XXXX HOA has a current XXXX XXXX Flood dwelling pol # XXXX for {>= $1,000,000}. This is an increase of over {$200000.00} from the previous year. 3 ) The company did adjust my payment amount, however it only went down by {$20.00}. There is still an increase in my payment of {$49.00}. ( {$49.00} x 12 mths = and increase of {$590.00} annually. ) It can not be from my taxes, because my taxes from XX/XX/XXXX to XX/XX/XXXX have only increased by {$69.00}, so it can't be from that. I don't know why they have charged me so much extra. 4 ) Whenever I call this company to inquire about something, the hold time is sometimes an hour long. Then I get transferred everywhere without ever having a resolution to my problem. I'm often told different thing. I don't know what the first adjustment was for, but as mentioned was able to get about {$20.00} removed from the increase in payment. 5 ) I decided to pay {$10000.00} on the principal in order to lower the amount so I could get the PMI payments of {$210.00} removed from the loan, but I'm 1 % shy of getting to the 80 % LTV. But when I contacted them requesting to have the PMI removed, I was sent correspondence telling me that I have to have my loan paid down to 75 % LTV before they can remove the PMI. I thought that the Homeowner 's Protection Act of 1998 said that there needed to 80 % Principal paid in order to have the PMI. Doesn't that still apply, or does each company make up their own rules for that act? 6 ) How is the 80 % calculated? My purchase price was {$240000.00}, and my principal is {$200000.00}. According to my calculations, if I pay down another {$2600.00} on the principal, then I would be at 80 % ( XXXX=80 % ). Is this the right calculation for the 80 % to be satisfied? 7 ) Another thing I have asked the company for is a copy of the declaration page for additional flood gap coverage on policy # FL {>= $1,000,000} that they have placed upon my condominium. They have never sent one. Doesn't the consumer have a right to get a copy of the declaration page for something that they are being charged for? 8 ) The company also charged me a late payment of {$25.00} when I had made a payment over the phone on time, since the payment I had mailed in had not been applied by the deadline. This was during the time that the company was transferring over from one lender name to another, and I think they were back-logged so a lot of payments were probably not processed on time. This double payment withdrawing from my account caused my mailed payment to be rejected by the bank, and they charged me for it, even though I told them that by having to make a phone payment since my payment hadn't been applied, the one I mailed in I'd be placing a stop payment on it. They eventually did refund the {$25.00}, and this should not have caused a late payment on my account, since there never has been one late. I am very upset about this whole situation, the lack of good customer service, and I wonder how many other consumers besides myself have been affected by their payments going up by at least {$600.00} annually. This is not an ARM. I have a 3.875 % interest rate on my loan. There is no reason they should be allowed to get away with this. I hope by making a complaint to your organization, that you can help me along with perhaps many other homeowners who may have been affected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

Germantown, TN

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

2019-05-17

Yeagertown, PA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I paid {$5200.00} on XX/XX/XXXX to XXXX. That was past due and 1/2 of XXXX 's payment. I paid {$350.00} on XX/XX/XXXX to XXXX, that was the second half of XXXX payment. I paid {$350.00} on XX/XX/XXXX to XXXX that was the first half of XXXX. I paid {$350.00} on XX/XX/XXXX to XXXX that was the second half for XXXX. I then saw on XXXX statement that XXXX had applied {$840.00} to " attny Adv Disb '' and {$190.00} to " Corp Adv. Disp '' this is incorrect. I contacted XXXX and was told the amounts would be corrected and they would put the {$1000.00} towards the remaining {$350.00} of XXXX and the rest towards XXXX. That is {$680.00} that should of been put towards XXXX payment leaving a remaining balance of {$25.00}. I made payments of {$350.00} on XX/XX/19 and XX/XX/19 directly to Loan Care ( who took over the mortgage ), both of which have been cashed by Loan Care which is a full months payments to use for XXXX. The only remaining balance that should of been shown is {$25.00}. It was then found that XXXX also misapplied a payment received of {$350.00} by putting it towards non existing late fees. This was suppose to be corrected as well ( Loan Care is who informed me of the payment being used towards late fees, XXXX is who confirmed they had fixed it ). With that correction, it would of XXXX XXXX out the {$25.00} and put {$320.00} towards what is due for XXXX. I have been on the phone atleast twice a week with Loan Care for the past 3 weeks trying to get this corrected still with no success. I just want it fixed so I can pay the remaining {$370.00} for XXXX and get set up on auto payments starting in 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

2019-05-16

East Windsor, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage account was with XXXX. It got transferred to Loancare because XXXX filed for bankruptcy. With XXXX, I had enrolled for direct withdrawal of monthly mortgage from my bank account. Loancare sent a letter detailing the new account number. The letter also had payment vouchers asking me to make the next mortgage payment along with the payment vouchers. I assumed my bank details are not transferred from XXXX to Loancare and hence they are asking me to send payment along with the voucher. After the above payment was made and credited to my mortgage account, Loancare sent me another letter saying that my morgage payment will be withdrawn from my bank. Apparently my bank details were transferred from XXXX to Loancare. I have tried calling Loancare customer service couple of times. After waiting for an hour on line, I gave up both the times. In the meantime, my bank account was debited for 2nd payment this month. I have sent them email ( including to C level executives ) requesting that refund of the 2nd payment because I need it to pay my other bills for the month. There is absolutely no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-16

Orion Twp, MI

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

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

2019-05-15

Cedar Hill, 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

2019-05-15

Las Vegas, NV

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

2019-05-15

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I'm having a HUGE problem getting a resolution, or really anyone on the phone to help me with the lending company, LOANCARE, that my mortgage lender ( XXXX ) uses. Long story short, they input my hazard insurance premium in late XX/XX/XXXX as XXXX dollars, when it was supposed to be a one time payment and they didn't catch it until almost two years later. Now, I'm XXXX in escrow and my payment went up XXXXXXXX dollars. I can't afford that and I will end up having to let the house go ... and I beg you to help me. I've been working on this with them since the beginning of XX/XX/XXXX and I'm just getting passed around and around. I'm not paying for their XXXXXXXX XXXX. I'm not. I've begged, I've pleaded, I've threatened ... I have done it all. I called and have spent 40 hours, or more, on the phone with these people, all supervisors : 1. XXXX, insanely unhelpful with an attitude and didn't help me at all. Wouldn't give me to her superior. 2. XXXX XXXX. Spoke to him in mid XX/XX/XXXX- he told me he would get back to me about the payment to be made in XX/XX/XXXX and never did and then could never get him on the phone after mid XX/XX/XXXX. Then XXXX comes out of our account after he told me that it wouldn't come out and I could stop the auto draft. He lied. 3. XXXX. XXXX worthless as XXXX on a bull. Spoke to her XXXX and didn't help me do anything except say she'd push it up to her boss and she'd call back, which she didn't. 4. XXXX XXXX, somewhat helpful, called me back on XX/XX/XXXX to tell me that she didn't know what was going on, expect that she pushed it up to XXXX who is going to look at it. She was supposed to callback Friday, Monday and Tonight XX/XX/XXXX and didn't just to keep me updated. 5. XXXX, helpful. On my team, yet no power to wield. Pushed it up to someone, and nothing happened ... again. Said that they XXXX XXXX and should eat it ... yeah, no XXXX. 6. XXXX XXXX, the woman I had been trying to speak with since mid XX/XX/XXXX. She called me back on XX/XX/XXXX left a message. I called her XXXX back and left a message and didn't hear from her. I called back, again tonight and raised XXXX with XXXX and then XXXX called me personally, after 43 days of trying to resolve this issue. Who told me that pushed it over to legal who has a 30 day turn around to get me an answer. 7. Sent an email XX/XX/XXXX demanding answers. Silence. 8. Sent an email requesting an escrow analysis done that I was supposed to have back to me XX/XX/XXXX. I STILL DON'T have IT! That's insane. ______________________________________________________________________ Here are my issues with escrow : 1. Some XXXX in the insurance department put in XXXX as my insurance premium for the year, not as a one time payment like it was stated that it was. Which effected everything. I'm not paying for some else 's mistake. It's their job to literally calculate numbers. 2. I already paid my insurance for a whole year in my Closing Documents, then they paid it again. Fraud or negligence? It's really hard to tell the numbers keep changing every time I talk to someone. 3. In my Closing Documents, page 4 of 6 the escrowed property cost were projected to be XXXX. Did anyone look at that? I assume not, since when I called the first 20 times, no that's not an exaggeration, LoanCare didn't have my closing documents. How is one supposed to service my loan sans the closing docs ... by guessing??? Absurd. XXXX XXXX. 4. The collection for XXXX dollars makes no sense to me any longer, after having been over it a hundred times with costumer service reps- something is very wrong. 5. I paid via credit card an entire years premium for my hazard insurance. Check the Closing Documents on page 2 section F, highlighted in yellow for a total of XXXX, from XXXX XXXX XXXX XXXXSomething is wrong. Below is a receipt of the credit card payment made for the premium for XXXX. I did not receive a refund from XXXX, just to clarify. 5.A. I spoke to a supervisor named XXXX and we determined that still what they're paying out for insurance for XX/XX/XXXX STILL isn't correct. I was told that XXXX $ $ or so was paid out in XX/XX/XXXX or is to be paid out and my insurance is almost XXXX XXXX for this year ... The madness has to end. 6. I can only assume that part of the XXXX XXXX is escrow in its full capacity via the law. Considering that there's a huge mistake, I'd like to request wiggle room within that suits both myself and my wife and as much as it pains me to say, your company. Not that the company deserves it, or even earned it. But see me saying I'll help you help me? See how that works? 7. I received my escrow in XX/XX/XXXX to find out the I was only XXXX. Ok great, then went and found out that they weren't charging enough for taxes, so I made up for that by saving for it. Yet, they do not show in my mortgage statement the breakdown of taxes or insurance, thus how am I supposed to know that they're doing their job wrong when there isn't a breakdown and I'm informed via my escrow analysis in XX/XX/XXXX that it is only XXXX off? Literally a company that exist to do just that, to get it right based on what my hazard insurance tells you the premiums are. And then all of the sudden we go from XXXX to XXXX?? Nope. Nope. Nope. There was time to catch this in early XX/XX/XXXX, and the mistake wasn't caught by the escrow/insurance team. Not my fault. 8. I was told on XX/XX/XXXX ( there about, mid XX/XX/XXXX ) by XXXX, that he'd get back to us about what payment we'd be making for XX/XX/XXXX, because I didn't want to pay the XXXX additional until this mess was figured out. No phone call. Emailed him. Email bounced back. I call to stop the auto draft, and am told that I can't despite XXXX telling me that I had that option. Then XXXX comes out of our account! ______________________________________________________________________ Customer " Service '' Issues : I have spent over 40 hours on the phone with countless costumer service reps, at least six different supervisors and four different supervisors of the supervisors. " upper management '' as they've called themselves. Our biggest issue with LoanCare is the extraordinary amount of time, stress and lack of giving a XXXX the company has expressed in real action. I've been given the excuse that, " She's very busy ... '' I don't doubt that XXXX XXXX is a busy woman, or that XXXX XXXX, or XXXX are busy people. I do not at all. You know how busy we are? Just as busy as you I assure you and if I gave that excuse to my boss or my student my XXXX is XXXX XXXX fired. XXXX. XXXX. I do not care how busy anyone is and it's a horrid excuse for the behavior and ill treatment my wife and I have been given. And needless to say I'm XXXX. NO ONE IS TOO BUSY to call someone back within 43 days. 43 days, over forty hours, probably more to get someone to do something and yet here we are still waiting on someone to get back to someone, to call someone to confirm the simple fact that you have screwed up in more ways than one. And now I'm told that it may take up to 30 days to get a response from this 'legal team ' to correct their wrong. This is the worst treatment I've ever had to deal with. Over 40 hours and 43 days to resolve a major issue with someone's mortgage going up XXXX!!! Unacceptable. Please help me get a response from these XXXX XXXXXXXX before I have to take more time off and fly to Virginia XXXX to end up in someone's office to take care of this XXXX face to face before I lose my home. Please. And thank you. Thank you for existing and helping the peons get responses. I'm very glad, grateful and elated that someone is there to help us, despite my own horrible tone and frustration and acerbic vernacular. It's either cussing or breaking things. So I choose cussing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

Westfield Ctr, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019, the Secretary of my condo association sent an request to my mortgage company on my behalf letting them know the owners have decided to dissolve our association. The Association attorney gave her a form to send to all the mortgage companies to sign. I gave her my mortgage information with my permission to send it. I received an email ataing they needed my authorization from personal email or a written authorization which I immediately sent an email back. When I did this, they replied on XX/XX/2019 not to me, but in the Association 's Secretary 's name to my personal email. After a few weeks I called them and contacted them by phone and was told the form needed to go to a different department but it would be escalated. I explained that I needed this 1 page form signed as soon as possible in order for the whole Association not to have to pay another 6 months of Association fees. I sent emails on XX/XX/XXXX & XX/XX/2019 and every return email came back to me stating that I would receive and answer within 3 business days.Saturday, XX/XX/XXXX, I received a call from them at XXXX XXXX stating they are working on this and I will definitely receive a call on Monday the XXXX. That call never came. On Monday, XX/XX/XXXX, I called the Customer service and was on the phone for over an hour waiting for a supervisor. I was told I would receive a call back that day - never received one! On XX/XX/2019, I sent an email to XXXX XXXX, the Senior VP of Client Relations and have hear nothing! I even asked my the lady who helped me with my loan to contact them and her company can't get any answers. On XX/XX/2019, I received an email saying " they have made several attempts to reach me in order to address my inquiry ''. They have not tried to contact me at all! Due to the nature of my job, my phone is on at all times and there are no missed calls from them. Since this has gone over 2 months, the whole Association has to pay another 6 months of fees because this company can not take the time to sign a one page document. How am I supposed to trust them with my morgage if something this simple keeps falling through the cracks??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

Hoffman Est, IL

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

2019-05-14

Commerce, MI

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

2019-05-14

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My taxes prove that I am paying {$7800.00} on my property taxes annually at XXXX XXXX XXXX in XXXX, TX XXXX. However, myloancare.com is charging me {$890.00} a month in escrow fees which is {$10000.00} a year in property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-14

Magnolia, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Our home was flooded during Harvey and was a total loss. Finally the County has bought us out ; however, this home is still showing up on credit report. This has messed up our credit and need this fixed before we can get a new home. This has been the longest two years of our life and are just trying to get this to move along so my kids can get in a home before another school year starts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-14

Providence, RI

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

2019-05-14

Main Office, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/2017 I have been trying to remove the PMI which is {$170.00} a month ; in total I have paid {$2000.00} that I didn't have to. Either the mortgage servicing company gave me the run around and refused to have me get an appraisal to prove that my LVT was at 78 % ; or they would sell my loan as soon as I got an attorney, and now I have been paying {$170.00} for long the original property appraisal has put my LVT at 76 % and again the new serving company refuses to remove the PMI. The PREVIOUS SERVICER WAS XXXX AND the current is loan care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-13

Brooklyn, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We are refinancing with another financial institution, we need our mortgage to be assigned to the new lender. We have spent hours on the Fone ( it takes 45 minutes to a full hour to be able to speak to a rep ) to get the department that handles that, but the reps answering the call dont understand what we need and is unable to get us to the right department. We had one operator that promised that we would get an email from them with the information but nothing was sent nothing was received
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-12

Kansas City, MO

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

2019-05-10

Newark, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Re : New loan company Loancare changed loan amount Original loan was with XXXX went bankrupt, and the mortgage note was transferred to Loancare LLC in XXXX Pennsylvania ( XXXX. XXXX XXXX XXXX, PA XXXX ). The first direct debit of mortgage payment was for the correct amount of {$460.00}, the second payment was increase to {$990.00}. We notified the mortgage company that we pay our own property tax and homeowners insurance and requested that they make the correction. No correction has been made as yet, and it is very difficult to contact customer service by phone to resolve the matter. A certified letter was sent to the company XX/XX/2019 regarding the issue and we still have not gotten the issue resolved. The matter is in regards to property at XXXX XXXX XXXX, XXXX, NJ XXXX on the loan with Loancare LLC. Please advise. Best regards, XXXX XXXX & XXXX XXXX XXXX Cell : 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

2019-05-09

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

2019-05-09

Cleveland, OH

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