LoanCare, LLC

2019-11-13

Bedford, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I ran into a financial hardship back in XXXX 2019, at that time reached out the Lender to ask about options to get back on track. They didn't offer any options because I was not 30 days behind. The lender has not called me directly when the loan got behind to discuss options, only robo automated messages and send a loan modification application. Completed the loan modification application XX/XX/XXXX, that is the only thing thing they made available, sent in the paperwork numerous times, they continue to ask for paystubs, but I don't have paystubs because I'm XXXX XXXX. I also signed a XXXX in the package so they have access to pull my transcripts and see that there is no w2 income, only self employment. The lender asked for the same documents over and over, since a few times, called and make sure they go it. I called and emailed numerous times, see attached documentation. Waiting for the loan modification results. They called XX/XX/XXXX, ask for a P & L sent that over ( never received a letter or email on what is needed ) I sent P & L 3 times faxed and emailed. While waiting on the modification status, I made a mortgage payment XX/XX/2019 ( I'm trying to do the right thing with the mortgage just need help ) I only made 1 payment because I didn't know the status of the modification, or whats going on in the loan. I have not received any update on the loan modification application being received, in process nothing. XX/XX/XXXX I get a notice on my credit report monitoring that a foreclosure has been added to my mortgage on XX/XX/XXXX. ( Have not received any letter from Lender stating they are returning mortgage payment or why ) I Called the servicer, they lender sent the mortgage payment back on XX/XX/XXXX and referred the file to Foreclosure. I have not received any collection calls asking for a payment, Even when I have called the servicer/lender they never ask if I can make a payment. I made payment on my, because I didn't know what else to do. I have not received any notice about the modification application being complete. I have not received any Loss Mitt correspondence. Only when I called servicer to ask why its in foreclosure did they get me their attorney to get a re-instatement amount. The Servicer violated the Federal loan Modification guidelines, the loan should NOT have been sent for foreclosure XX/XX/XXXX or XXXX ( not sure of the exact date ) when the modification application was submitted XX/XX/XXXX PLUS I made a payment. They rejected my payment to put me further behind and send me into foreclosure. The Servicer is still requesting ( via email and phone, nothing in a mailed letter ) the same modification documents that I've already sent a few times. I respond to the emails right aways and the Loss Mitt processor never responds to my questions. Yesterday I called an attorney, however I will have to spend {$1500.00} for the attorney to process the loan modification, which I have the money and mortgage payment, however that money can be going towards paying the mortgage. ***Attached is the sent email logs, over all the emails to the servicer ***Attached is the phone log, I answer every call from the servicer and its just a robo auto message ***Attached is the call log of when I have called the Servicer/lender to discuss options ***Attached is the receipt of Mortgage Payment made on XX/XX/2019 they would not accept and sent back but I didn't get notified. ( If I would not have go credit monitor alert, and call the lender, I would be in the dark about everything and my money would be in lala land ) ***Attached is the email from me submitting the additional requested documentation XX/XX/XXXX, and still have not heard anything in writing that it was received etc or the application is in review. **I also printed down the entire copy of everything I sent to the lender and sending it certified mail, AGAIN as double duty which will cost me money. The servicer didn't follow anything listed in the 1024.41 Loss mitigation procedures. Servicer said in their own email, " Once all items have been received, I will be sending you a confirmation email and also provide a brief explanation of what will occur next '' >>>> I Never got any confirmation email, and I emailed the requested documents within 2 hours XX/XX/XXXX TWICE!!!! Loss Mit Process never responds to ANY of my questions in the emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-13

WV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Co paid XXXX in tax to office in my town in which they never recieved. Money was taking on XX/XX/XXXX. I had to pay in order to close on the sale of my house on XX/XX/XXXX. Money was taken from my escrow account that came out of my monthly mortgage payments. The money taken from my escrow has not been refunded. I have called every week 2x per week for 4 months and spoken to numerous managers requesting the refund owed. I had company send me documentation that money was taken from escrow on XX/XX/XXXX but refund was never put back into my escrow and i have documentation from my tax office stating loan care called them 5 times to verify that I paid funds for taxes and that they never received the check that loan care said they supposedly sent. Loan Care put a stop payment on check back in XXXX and still has not refunded the money to 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

2019-11-13

Savannah, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-12

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-12

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My name is XXXX XXXX. I had a loan on a property through XXXX. I set it up on auto-pay so I wouldn't have to worry about it. Yesterday I pulled my credit and saw that it was down to a XXXX XXXX score. I have been close to an XXXX beacon forever. I found out that LoanCare bought out my loan at some point this summer and I'm now showing 5 months delinquent. When I called to find out what was going on, they told me they notified my by mail that they now had my mortgage and I needed to pay them. They showed my primary residence as being the same home their loan was on in Oregon State. I live in Washington State and received no call, no mail, nothing. I set up my auto-pay in good faith so I wouldn't have to worry about it and now my credit is affected. They told me to email to try to resolve it, but when I emailed the address they gave me ( [email protected] ) I received an automated email telling me that the email address is no longer monitored. I called again and was told I had to file my issue through my online account. I called again and asked to speak with someone who could resolve it and was told the ONLY way to fix it was to create an account, agree to all the terms and write an email through that portal. The disclosures I had to agree to weren't legible and I had to proceed without understanding what I was agreeing to. I believe they're attempting to collect fees, penalties and additional interest by not making proper attempts to notify customers of the fact that they took over their loan. This mortgage was set up on auto pay so I wouldn't have to worry about making the payments. It's not my primary residence and I'm never there. At no time in the past 5 months was I notified my mail or by phone that LoanCare took over my loan. I'm trying to find their info on the XXXX to file a complaint and I can't find them anywhere. They won't talk to me on the phone. I told them that I just want to pay the total of all payments and I want them to contact the credit bureaus and repair my credit. I've never paid a late payment in my life and having my credit score drop by 150 points because this shady operation didn't do their due diligence to find out where I actually live or call me is ridiculous. I believe they're trying to fraudulently collect unjust penalties, fees and interest by not making valid attempts to contact their new customers to make them aware of the fact that they bought their loan out. Please help. I simply want to pay the total of my payments without fees or penalties and have my credit fixed. Thank you. 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

2019-11-11

Havana, FL

Incorrect information on your report

Mortgage: VA mortgage

Complaint: XXXX XXXX XXXX XXXX Creditor : XXXX XXXX XXXX Loan servicer : LoanCare at XXXX. This loan is a 30 year VA Mortgage but the creditor and loan servicer will not report it as such to the credit bureaus. They are reporting this as a mobile home loan. I closed this loan a few months and signed an actual 30 year Note and VA Mortgage at the closing. They are not reporting this properly to the credit bureaus and this is causing a negative impact on how my credit scores are scoring.I have reached out for a resolution twice now with no response. This is not a mobile home loan as my home is classified as real property and I pay taxes as such as well. Please help a veteran have his loan reported properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-11

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-11

Keyport, WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Loan Care LLC purchased my loan in XX/XX/XXXX, I never received proper payment info, or where to send payment to until XX/XX/XXXX. I had gotten the address for the new loan company and send payment check was cleared XX/XX/XXXX, unfortunately was applied to wrong account. since I have contacted Loan care LLC multiple times to resolve issue, they told me the funds would be transferred to correct account by XX/XX/XXXX. I made regular payment for the month of XXXX check cleared on XX/XX/XXXX. now I 'am receiving threating letters about foreclosure on my home, I have sent them another payment that they will receive electronically on XX/XX/XXXX. I have now made three mortgage payments in the matter of weeks, as well as made phone calls and emails to try and resolve this issue. they have done nothing but apply my money to the wrong account and send me threating letters about foreclosing my home. even after they told me they would apply the money to the correct account, they are charging me late fees. I have never made a late payment on my loan, or been delinquent on my mortgage ever. at this point of my loan I have been forced to over pay to fix their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-11

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-10

Fircrest, 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

Timely Response

2019-11-10

NV

Incorrect information on your report

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

Account information incorrect
Company Response: In progress

Timely Response

2019-11-08

Russell, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-08

Hamburg, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My loan is currently in active foreclosure due to the negligence of several collection representatives with Loancare. On XX/XX/XXXX, I mailed in a loss mitigation application along with a payment of {$1000.00}. My payment was posted and applied to XX/XX/XXXX, so I reasonably assumed that my loss mitigation documentation was received and processing, since my check was received and deposited. I have sent Loancare a copy of the tracking information for the mail that was sent, along with a copy of the application. Then on XX/XX/XXXX I initiated an electronic payment from my XXXX XXXX Checking account for XX/XX/XXXX payment. I called on XX/XX/XXXX to confirm that the payment was received and I was told by a representative that the payment was there, but that it was being rejected because it was not enough. I told her I would wait for it to reach my bank. I inquired about my loss mitigation paperwork and she said she did not see it. When I called on XX/XX/XXXX to check the status of my payment, I spoke with a young woman who told me she did not see an electronic payment and that my paperwork was most likely shredded and that I should resubmit. I asked her if it was the company policy to shred misdirected mail, she said she didnt know and I should just resubmit the paperwork. I called back several times to look for my electronic payment and on XX/XX/XXXX I spoke with a very rude gentleman who also said he did not see the payment. He told me to email my bank statement to XXXX, which I later discovered was an invalid email address. On the same call, we contacted XXXX XXXX on a conference call and spoke with XXXX who advised that the payment was sent on XX/XX/XXXX and should have been received by Loancare by the time of the call. The gentleman said okay thank you and did not ask for a tracking number or anything. I interjected and asked XXXX for the tracking number and confirmation number so that I could have proof that the payment was sent to Loancare. She provided me with a confirmation # of XXXX and trace # XXXX. At that time, the gentleman told me I would be receiving my refund and nothing further was needed. Towards the end of the call, he read a note in his system that was posted at XXXX stating the payment would be rejected. The telephone call that I made to Loancare was at approximately XXXX XXXX and lasted over an hour. I asked him why he kept me on the pone for so long if there was already a note about my payment entered into the system. He ignored my question. I asked for a supervisor call back and never received it. I called back on XX/XX/XXXX, and spoke with several representatives that could not help, but only offer a supervisor call back which I never received. I called back on XX/XX/XXXX. I spoke with XXXX XXXX. She works in loss mitigation and told me she did not see the payment and advised me that my loan had just gone to foreclosure. She went further to advise me that if I had called yesterday ( which was a Sunday ) they could have offered me an in-house payment plan. I explained to her that no one ever mentioned an in-house plan as a step before foreclosure, and that I should be able to take advantage of it since all of the representatives that I spoke with were clearly negligent by not educating me about my options. In the midst of that, I had already resubmitted my 2nd loss mitigation application and was waiting for further instructions. Ms XXXX advised that she would document the call, but that should could not help me with a payment arrangement. She transferred me to Collections where I demanded to speak with a supervisor. I spoke with a young lady who said my payment was sent back to me and gave me the confirmation and tracking number that was given to me by XXXX XXXX. I explained to her that the numbers she gave me were not for the return of the money, and that whoever input the note did it incorrectly as several reps had tried giving me that same number and telling me it was for my payment being sent back to me. After waiting on hold for quite a while, I was transferred to a supervisor named XXXX on the west coast, agent ID XXXX. He listened to my concerns with perceived compassion and assured me that he would research the payment. He also gave me the confirmation that was listed in the notes, but it was the same confirmation number that was given to me by XXXX XXXX. He said he would research and follow up. I called back on XX/XX/XXXX and spoke with a rep that was able to instant message XXXX on the west coast. She relayed a message from him saying that the cashiers department needed proof of payment in writing. At that point I had become furious because 6 days were wasted. I could have requested that while I had the XXXX XXXX representative on the phone on XX/XX/XXXX. I became IRATE and was placed in the manager queue. A manager answered the phone and as I began to yell out of frustration, he disconnected the call. I called back and was finally able to speak to a manager in Loss Mitigation named XXXX. At that point I was severely stressed and hypertensive and needed to ask my XXXX year old daughter to get out of the car and go into XXXX so she would not have to see me having a nervous breakdown. XXXX was able to calm me down and told me that I can be placed on a payment arrangement where I would pay half of the past due ( 5 months ) and the remaining amount would be split up over 5 or 6 payments. She said I would need to do this through the Collections Department. I thanked XXXX for caring and helping me and told her I would call Collections the next day. On XX/XX/XXXX, I called Collections and asked for the payment plan and was told, very rudely, that XXXX was wrong. I explained that I was very frustrated with the handling of my situation by SEVERAL reps and that someone should be able to help me. The young lady came back to the phone and said her manager would make an exception and accept 4 payments by XX/XX/XXXX. I told her that I should be given what I was originally offered and she rudely told me we are making an exception for you because this is the first time this has happened. Her tone was rude and condescending so I asked for her manager. Unfortunately I was on my lunch break and could not hold because we have to punch in right at XXXX or face penalty points. I called back later that evening and demanded to speak with a Team Lead or manager in Loss Mitigation. I was able to reach XXXX who listened to me very attentively and agreed that XXXX was wrong, but said he would do what he could to help me. I told him I DO NOT WANT A MODIFICATION and I just needed time to get a lump sum together to get out of foreclosure. He gave me the email to request the reinstatement amount and suggested that I follow up with my bank for proof of payment of the {$1000.00} that was sent on XX/XX/XXXX. Because XXXX was able to listen to my concerns, I asked if he would ask someone to research ALL of my calls and review the timeline of events in an effort to offer some kind of consideration or discretion since I feel that Loancare was very negligent in presenting me pertinent information that could help to save my house. XXXX said he would review everything. Because this situation has caused me a great amount of stress, I waited 9 days to call back. I called back today and spoke with XXXX in Loss Mitigation. She said she would have XXXX call me back with the status of his research. I have not heard anything as of XXXX on XX/XX/XXXX, the writing of this letter. My loan is 5 months past due and I currently have 2 and a half payments that I can send in, but I need to be assured that they will process towards payments. Loancare has also told me that they dont take payments when a loan is this far behind, but if you review my account, you will see that they have. Loancare has not even investigated my original Loss Mitigation packet that was mailed in on XX/XX/XXXX. I have enclosed a copy of the receipt with tracking number that was sent to zip code XXXX and reported as received. I understand that the Loss Mitigation Packet was sent with the payment, but I find it very hard to believe that it is the companys policy to shred anything that is not a payment. I sent a complaint to Loancare several times between XXXX and now asking that they review EACH AND EVERY PHONE CALL so that corrective action can be taken immediately to help me save my home. Furthermore, I NEVER RECEIVED A BREACH LETTER FROM LOANCARE. I spoke with XXXX in Loss Mitigation on XX/XX/XXXX. He assured me that I was in good shape and that my account was being reviewed by the underwriter. After over a week without any communication from LoanCare, I called on Monday XX/XX/XXXX and was told by a representative that my Loss Mitigation Request was set up for trial payments in the amount of {$1000.00} for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told that I would receive documentation by XXXX or XXXX in the next few days. On Wednesday XX/XX/XXXX, I called LoanCare and was told that I was denied. This is yet another instance of LoanCare giving me incorrect information, furthering my distress with this matter. I called XXXX for clarification, he said he would reach out to the underwriter and get back to. As of the date of this letters update ( XX/XX/XXXX ), I have not heard from XXXX. My account has now gone 6 months past due, and this could have been prevented at the 4 month mark. On Thursday XX/XX/XXXX, I received an email from Loancare that had been forward y an attorneys office indicating the payoff amount for my loan. However, I requested a REINSTATEMENT amount back on XX/XX/XXXX. In addition, the payoff letter expired XX/XX/XXXX, but I did not receive it until XX/XX/XXXX. Also, when I got home that night, I received a letter from LoanCare address to me and XXXX XXXX regarding a pre-foreclosure sale. I called LoanCare and spoke with XXXX and asked if there was any information in my file that LoanCare had received my complaint. XXXX indicated that I could call XXXX and file a complaint. I called that number and left a voicemail. On Friday XX/XX/XXXX, I called XXXX AFTER XXXX Eastern Time and the recording stated they were closed. The previous recording stated there hours were Monday through Friday XXXX to XXXX Eastern Time. I called Loancare and spoke with XXXX in Loss Mitigation who advised that I would get a supervisor call back the same day. I never received the call. LoanCare is NOT interested in me keeping my home, but only in taking it from me so they can profit. They have stalled, lied, miscommunicated and misrepresented information on NUMEROUS occasions throughout this ordeal which has caused me a significant amount of stress. I have called numerous times over the past 7 weeks and been given inaccurate information on numerous occasions. I have NEVER received a follow-up call from a supervisor and at this point need this situation ESCALATED to HIGH MANAGEMENT. THE BOTTOM LINE IS THIS : LOANCARES REPRESENTATIVES FAILED TO INFORM ME DURING SEVERAL PHONE CALLS IN THE IN THE MONTH OF XX/XX/XXXX THAT I COULD DO AN IN-HOUSE REPAYMENT PLAN AND I WAS TOLD ON XX/XX/XXXX THAT I WAS ONE DAY LATE AND MY HOME WAS SENT TO FORECLOSURE. IT IS BECAUSE OF LOANCARES NEGLIGENCE THAT MY HOME IS IN FORECLOSURE. I AM REQUESTING ALL TELEPHONE CALLS BE PULLED AND INVESTIGATED TO PROVE THAT LOANCARE IS AT FAULT FOR MY LAON REACHING THIS LEVEL. I HAVE 5 PAYMENTS THAT I CAN SEND IN BUT THEY ARE REFUSING AND DECIDED TO PLACE MY HOME IN FORECLOSURE SO THAT THEY CAN PROFIT FROM IT. PLEASE REVIEW THIS INFORMATION THOUROUGHLY SO THOSE RESPONSIBLE CAN BE HELD ACCOUNTABLE AND I CAN RESUME PAYMENTS ON 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

2019-11-07

AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: O ur Lender Loancare reported us to Credit Bureaus with a late payment. This dropped my husband 's once great standing credit as well as being denied a loan. Apparently our county taxes increased which in turn changed our mortgage payment. We made all of our payments thru online banking and they were sent at the end of the month to avoid any late fees, or late payments. When XXXX 's payment was made they put that in a suspend account due to the shortage of approximately {$30.00}. Then when XXXX came around another on time payment was made. Shortly after this I received notification by mail my payment was late, so I called loancare to find out what was going on. This is when I first learned about this issue. At this time I had no idea it would effect our credit. It wasnt till later when we applied for a loan elsewhere and were denied that I contacted them with a letter on XX/XX/2019 to have the reporting removed. They said they could not help because they contacted me more than once. I did say if they tried by phone that I do not answer any " 800 '' numbers because they are typically robotic calls or solicitations. They were not willing to change anything and said I should contact the bureaus. Again all payments were made On time and were never late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-07

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-07

Keyport, WA

Closing on a mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-11-07

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a settlement check from my homeowners insurer to settle a homeowners claim on XX/XX/XXXX in the amount of {$45000.00}. The check was made payable to me and my mortgage servicer at the time, XXXX. XXXX was holding the insurance claim funds in escrow pending completion of repairs. On XX/XX/XXXX, before repairs were completed, my mortgage including the insurance claim escrow account were transferred to a new servicer LoanCare LLC. I contacted LoanCare LLC on XX/XX/XXXX and spoke to XXXX XXXX who confirmed that LoanCare LLC received the insurance claim escrow account with a remaining balance of {$35000.00} ( some of the repairs were completed and paid from the escrow account before it was transferred to LoanCare LLC ). XXXX XXXX also advised me that once the mortgage is paid in full, the entire balance in the insurance claim escrow account would be released in the form of a flat disbursement to me. I have now sold the property in question and paid off the mortgage with LoanCare LLC in full on XX/XX/XXXX. I paid for pending repairs to the property with my own funds to avoid delay in closing on the sale of the property. I contacted LoanCare LLC on XX/XX/XXXX to request disbursement of the funds they were holding in the insurance claim escrow account and spoke to XXXX XXXX who informed me that LoanCare LLC WILL NOT disburse the funds in the account to 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

2019-11-06

Sacramento, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: In progress

Timely Response

2019-11-06

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was transfered and the company did not satisfy all the notification requirements. It failed to notify me of where the transfer of ownership is recorded, which is a RESPA requirement. On XX/XX/2019 the loan was transfered. The company reported me l ; ate for payment made on XX/XX/XXXX for the XX/XX/XXXX payment, as well as the XXXX payment. Since the company was deficient in its notification I should not be reported late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-06

Lake Elsinore, CA

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

Untimely Response

2019-11-06

Sebring, FL

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

2019-11-05

Hon, HI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-05

Anthem, 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

2019-11-05

El Paso, AR

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Every other month Loancare send statements telling me I have a shortage just to get extra money from people so a shortage they said I had back in XXXX that had been paid off they are still making me pay on an Esrow shortage that I dont have and I have requested a them to update my esrow and they are refusing to do so so I will have to keep paying for something I shouldnt be paying for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-05

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