LoanCare, LLC

2019-05-09

Decker Pr, TX

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

2019-05-09

Rosenhayn, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am certain that I am the victim of wrongful foreclosure. I began to fall behind on my mortgage in XXXX, XXXX due to job loss and identity theft, which I reported. Upon being notified of the debt validation notice, I immediately submitted for loss mitigation with my lender, LoanCare , LLC. The delinquent amounts didn't seem to make sense, nor did the reinstatement amounts provided to me. Further, I was referred to the " foreclosing attorney '' who provided me with what seemed to be unofficial foreclosure documentation and reinstatement paperwork on inauthentic letterhead, incorrect principal balances, and what appeared to be incorrect fees to reinstate my mortgage. Loancare also refused to provide me with loss mitigation approval for a forbearance, despite the fact that I provided all documentation. My homeowners insurance company sent me a notification that the mortgage lender called them to cancel my HOI policy 4 months in advance of expiration, citing foreclosure, which is a contradiction of their servicing responsibilities, and something my servicing company claims the HOI company initiated, which regardless, caused forced placed insurance at a higher rate, which shouldn't have occurred due to the fact that my policy that had already been paid in full the preceding XXXX had not at all expired. My home was valued at $ XXXX in a community where the homes were going under contract within 10 days of being listed. I paid $ XXXX for the home just 3 years priod and my mortgage balance of $ XXXX. Why would the servicer not mitigate any losses, but instead arbitrarily " sell '' the home to a private investment company at auction on the date of Trustee Sale for only {$200000.00}, leaving a deficient balance of $ XXXX, when it was an exemplary home with a fair market value that far exceeded the principal balance. That same private real estate investment company then sold my home 90 days later ( per XXXX 's flipping rule ) for $ XXXX more after putting in nowhere near that much for improvements. Again, the same home that I notified LoanCare , LLC I had placed on the market with my realtor, is the same home they still sold at scheduled Trustee Sale. I was then forcefully removed from my home by the XXXX County Constables office on XX/XX/XXXX, and advised that I could obtain my personal belongings within 10 days, provided I contacted the partner of the Investment Company, XXXX XXXX of XXXX XXXX, XXXX, which I did. He then lied by telling me my items had been sold and he only had papers containing personal docs of mine, which wasn't true. He still had my $ XXXX bed, my $ XXXX sectional and my entire walk-in closet full of several thousand $ $ of clothing, some of which were designer apparel. He offered to sell me some my personal belongings back for " between $ XXXX- {$4000.00}, but understood I didn't have the money to buy them and since most of the items had already been sold or in storage '' meanwhile marketing my home a month later with the same furniture I left behind included in the marketing photos. I was left homeless and living on the streets as a result of this mortgage fraud. Surely the CFPB would require my servicer to maintain servicing responsibilities of waiting until I were to actually default on my HOI before autonomously cancelling it in advance. Surely the CFPB would also enforce any mortgage lender to mitigate any potential to themselves by trying to ensure they could at minimum recoup the loan balance at Trustee Sale as my home would have at least warranted that, I'm certain. Lastly, wouldn't HUD require that a servicer exercise due diligence before arbitrarily releasing a home for less than the amount owed so HUD wouldn't be left to issue funds for a deficient mortgage amount if they didn't have to? In XXXX of this year, my credit report reflected that I had a mortgage foreclosure that had now been redeemed with the lender, when I no longer live in AZ. Can you please look into this and help me? XXXX XXXX XXXX loan # XXXX that originated with XXXX XXXX XXXX XXXX in XX/XX/XXXX. XXXX 's loan number was XXXX and their number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-08

Browns Point, WA

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

2019-05-08

San Jacinto, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Then, my agent and I got on the phone with another Loancare representative. To that representative, we gave them a fax number to the title company. We repeated the number and had them repeat the number back to us. The fax never came. On XX/XX/XXXX, the title company called Loancare again to check on the update of the payoff statement. They claimed they sent it to my email. It has not been received. Today, Loancare drafted a payment from my bank account. I do not understand why they can not send this payoff. Furthermore, I have reason to believe the payoff amount previously quoted is inaccurate : the original mortgage was for approximately {$300000.00} in XXXX. It was a fixed rate loan amortized over 30 years. In XXXX, in accordance with HARP, I modified the loan, deferring part of the principal balance and lowering the interest rate to 5.0 %. However, the payoff demand is around {$280000.00}. After running multiple amortization scenarios, this payoff demand seems high.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-08

MD

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
Complaint: I sent the following letter on XX/XX/XXXX to Loan Care, a XXXX XXXX XXXX, located in XXXX XXXX, XXXX. We also resent this letter days letter to a few other locations in the company. I have heard nothing back to date. I am writing to request a correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX. Our mortgage was sold to Loan Care by the XXXX XXXX effective XX/XX/XXXX. My XXXX payment was forwarded to Loan Care as I had an autodraft set up with the XXXX XXXX. We moved temporarily to XXXX at the end of XXXX. Our first class mail was being forwarded by a friend and neighbor. On XX/XX/XXXX I spoke to XXXX in your customer service department. At that time I paid the mortgage for XXXX. At the same time I set up an autodraft to have XXXX payment and all future payments taken out on the XXXX of each month thereafter. I assumed that my payment for XXXX was credited to our account and that XXXX payment was successfully paid. On XX/XX/XXXX your company contacted my husband to verify his phone number ; however, your company did not mention that the XXXX payment ( autodraft ) had not gone through. I can guarantee if my husband had been informed of the problem, he would have paid the mortgage over the phone that day. On XX/XX/XXXX my husband noticed a 70 point drop in our credit score according to XXXX XXXX. I called Loan Care customer service and spoke to XXXX that day. That was a Thursday. She said that there was a problem with the bank information that I gave to XXXX and that the payment for XXXX and XXXX was not paid. I made both payments out of the aforementioned account that day. XXXX informed me that your company would have to listen to my original phone conversation with XXXX to see who was at fault. If your company was at fault, our credit score could be cleared up within 24 hours. I talked to ( XXXX ), a supervisor on Friday. He said it would take until Monday to resolve. On Monday, XX/XX/XXXX I spoke to XXXX and was told that a review was scheduled for Thursday. I should call back on Friday, the XXXX. However, we did not choose to wait another day as our credit score depends on this being resolved. We are XXXX years old, wanting to buy a house for our retirement. On Tuesday ( XX/XX/XXXX ) we got XXXX on the phone. My husband insisted we talk to a supervisor. XXXX spoke to us for well over an hour. She told us our review had been cancelled because ( XXXX ) had put in the request for review incorrectly. XXXX assured us that she would review the initial phone call and get back to us by the next day. XXXX, our first agent told us the same thing. Pleasantly surprised I received a call from XXXX ( XX/XX/XXXX ). XXXX said the routing number or account number that I gave to XXXX was missing a number ; therefore, your company was not responsible for our late payment ; and thus, our adverse credit report. I disagree, since you folks are supposed to be the professional loan managers, XXXX should have noticed that there were only 9 routing numbers at the time that we gave the numbers to her. I had a XXXX 14 years ago and sometimes have problems with numbers. When it became apparent that there was a problem with the routing numbers why did you folks not call us immediately and send written notification to our mailing address? Why did we not receive voice messages or letters from your company? In addition, we have not been given the opportunity to listen to the recorded call, nor have we received an official transcript of the call. We called again on XX/XX/XXXX and spoke to XXXX ( supervisor ). We were told to write a formal request for inquiry about an error in Loan Cares processing of our autodraft request. I believe that your company is responsible for this error and I hope that you will clear our credit report. There was no intent or knowledge of us not paying until my husband noticed that XXXX XXXX had notified him of our credit report number dropping 70 points. We would greatly appreciate your immediate attention to this matter. The dropping of your credit by 70 points will destroy our opportunity to purchase a home and retire to XXXX. Credit Bureau Error : Please correct our late payment notification to all of the credit bureaus for 30 late payment for the month of XXXX, XXXX Thank you for your immediate consideration! Sincerely, 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

2019-05-08

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our previous loan company was XXXX. They sold out to Loancare , LLC. We received a letter from XXXX on XX/XX/XXXX that our new mortgage company would be Loancare as of XX/XX/XXXX ( this is also when our loan is due- XXXX of each month ) and it gave the address to which our payment should be made. We have a Third Party payor that sends our mortgage payment out for us so that our loan should be paid off early. This company is called XXXX XXXX. I called them to notify them of the change then I faxed them the letter we received from XXXX. They sent the payment electronically on XX/XX/XXXX, we verified the amount and trace number with Loancare because we received a bill saying out XX/XX/XXXX payment was not made. That prompted me to call Loancare. The first time I spoke with a man named XXXX. He asked for our loan number I told him I only had the loan number from XXXX. He said that was fine because they had both that number and our new loan number with Loancare but said no payment had been made. So with XXXX XXXX on the line and with Loancare on the other line ( conference call ) the loancare rep researched and found out that yes they received the money but they thought it went to another customer because of the loan number used ( the only one we had at the time ). She said the problem is that customer was no longer a customer of Loancare 's so Loancare sent our money to the other person 's new financial institution. She said she would put in a request to get it back but our account would show over due until Loancare received the money back. I have called several times and spent hours on the phone on hold and I spoke with two Managers. The first Manager told me our account would be credited within two business days. A week later I called only to find out he lied. I spoke with another Manager and he said the money would not be credited to our account until Loancare received it back. I told him that was not our problem our payment was made and we want it credited to our account. We received over due phone calls and letters in the mail. He told me that was just automatic and to disregard them I said that is not the point- the point is we made our payment and it should be credited to our account as of XX/XX/XXXX. I told him I wanted to speak with someone higher than him He said he would put the request in. We never heard back. I called again asking to speak to the highest person in authority and was told I could only speak to an immediate supervisor. I said fine put them on and then I will ask to speak to someone higher. I was put on hold for 28 mins. Finally she came back and said no one was available but she would have them call. No one ever called. I have spent HOURS on the phone with Loancare trying to get this resolved and they keep telling me the same thing that they will not credit our account until they receive the money back from the other institution. I asked what happens if they never send it back? I got no answer.HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-07

Fort Pierce, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I recently had a loan modification with them and I was a bit iffy about it because I didn't know they would be cutting basically nearly over half my morgage.Wt the the current moment apparently i owe over about {$14000.00} to them out of no where. And i really dont know why and how it got that high.I try every month to make these payments and they now my current situation.i have XXXX kids a wife that cant find a job still at this very moment.And they still could even offer me a long term loan modification because of my situation.My income at work is what goes towards bills that i pay over average amounts of a average family XXXX people in told including me and i have to work hard to try to support them and now this morgage company is now telling me i have to pay a total of {$14000.00} and this is now stressing me out.So please try to find the best way to help me find a way to pay my propertie so i can support the family.At this current moment i mentally dont know what to do.I lean my help to you guys.i dont maybe a new loan modification or something to relief these house payment and i dont want to lose my house.My XXXX bless you guys because my hopes are on you guys.i havent been able to sleep since the news of me owing them over {$10000.00} after a short term loan modification.So please help a poor man out.i dont want to lose every thing at my current situation so please find a way to resolve this issue for 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

2019-05-07

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage loan is delinquent and Loan Care is not providing me the ability to get caught up on my payments. About five years ago I suffered some financial issues and had to stop making my mortgage payment. Everyone suffers from hardship from time to time and when I reach out to my prior loan servicer, XXXX XXXX, they failed to provide any assistance. My loan was transferred to Loan Care about a year ago and I am experiencing the same treatment that I received from XXXX. I have repeatedly engaged their representatives and have filled out several applications for a loan modification, but the process never goes anywhere. I am frustrated with them and need the assistance of your agency to get them to work with me. I see that your agency is in place to ensure that they comply with guidelines for mortgage assistance and I am requesting that you to get involved on my loan. I want to work out an affordable payment, but fear that they will sell my home through a foreclosure sale. I had always made enough money to afford my bills and mortgage payments. However, about five years ago I had to pay for some major repair bills on my rental units and did not have tenants at the time. For that brief period of time, there was not enough money to do what I had to do and keep current with my payments. I was two months behind when I contacted XXXX to obtain some assistance. It took about six months and I was able to get forbearance, which I paid off after one year. Then I tried to get a modification and reached out to XXXX. Unfortunately, XXXX XXXX up my request for assistance and the negotiation never reached an agreement. Since the time my loan was transferred to Loan Care and I have not had a full review for mortgage assistance, even though I have sufficient income to afford my mortgage payment. They are just spinning their wheels and want to take my equity away and kick me out of 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

2019-05-07

Menifee, 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

2019-05-06

Aurora, CO

Struggling to pay 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

2019-05-06

Phoenix, AZ

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened or suggested your credit would be damaged
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-03

Anaheim, 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

2019-05-03

West Brandywine, PA

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

2019-05-02

Keyport, WA

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-05-02

Rockford, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On or about XX/XX/2019 my mortgage loan was sold and transferred from XXXX XXXX XXXX to Loancare LLC. I did not recieve a new loan number until on or about XX/XX/2019. At which time I mailed in my monthly payment because if i tried to make an online payment or a payment over the phone i would have incurred additional fees. As of XX/XX/2019 my mortgage is now being recorded by loancare llc as 30 days late. I was also told by XXXX XXXX that for the first two months of the transaction process I would not incur any late fees. However to my frustration the first bill i got from loancare llc not only was i charged the {$18.00} late fee but an additional {$410.00}. I have tried to reach loancare via their customer service line XXXX only to repeatedly get put on hold at times for over an hour. After which i elected to have them call me back with the next available service rep. That was on XX/XX/XXXX about XXXX XXXX and to this date i have not recieved a call 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

2019-05-01

Henderson, NV

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

2019-05-01

Brouillette, LA

Incorrect information on your report

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

2019-04-25

Little Rock, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-25

Lafayette Hl, PA

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

2019-04-25

Southgate, MI

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-04-25

Grovespring, MO

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was 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

2019-04-24

San Diego, 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

2019-04-24

Omaha, NE

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

2019-04-24

Dahlonega, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, GA XXXX Re : Error Resolution Notice under 12 C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXXXXXX XXXX, XXXX, GA XXXX. Escrow Errors Problem Description : You took over my mortgage loan from XXXX XXXX XXXX as of XX/XX/XXXX. When I received the Escrow Disclosure Statement datedXX/XX/XXXX, it showed a deficit of {$340.00}. I called your office and was told that it would be corrected. I received the Escrow Disclosure Statement dated XX/XX/XXXX and it showed a deficit of {$530.00}. I called your office and my insurance agent on XX/XX/XXXX: o Talked XXXX at your office who said it was a problem with my homeowners insurance and she suggested that I get less expensive insurance. o I then called my insurance agent who assured me that their 7 % increase only amounted to $ XXXX, which is nowhere near $ XXXX+ o I called your office back and spoke to XXXX who couldnt understand the problem, so I asked to be transferred to a supervisor o I talked to XXXX XXXX She reviewed the records for an extended period of time and concluded that there was a problem she couldnt identify or fix. She said she would send the issue to the Escrow department, and theyd get back to me. o OnXX/XX/XXXX, I contacted your office again since I hadnt heard anything. I spoke to XXXX XXXX who looked at the account and I convinced her to send me to Escrow. They didnt answer for an extended period and I had to prepare for a teleconference. XXXX XXXX said shed ask the Escrow staff to call me at XXXX XXXX Eastern Time Unfortunately, I was still on the phone at XXXX XXXX., so I dont know if they tried to call or not. I called back ( the wait time was up to an hour ) and talked to XXXX. She tried to tell me it was correct because there were left over expenses from property taxes. I havent paid property taxes, starting inXX/XX/XXXX, so I demanded to speak to someone in the Escrow department. She put me on hold, but I grew weary of waiting and hung up. o I called the broker I got the loan from, and he wanted to help me if I could get a copy of my latest statement. I went to your XXXX where the statements were supposed to be saved, but I cant find any in the XXXX XXXX tab. I requested XXXX in XX/XX/XXXX Resolution : I request that you review the escrow account and provide me with a reconciliation from when you took over the account to the present day. There is no reason why any large deficiency should be present. I requested to pay my own property insurance, but was informed that I wasnt eligible. I make the same request to you, eligible or not, because that would resolve this entire issue. I have no reasonable belief that this wont happen again in the future. If you need to contact me, I can be reached at XXXX, XXXX ( daytime phone ), XXXX ( cell phone ), XXXX XXXX XXXX XXXX, XXXX, GA XXXX. I look forward to a quick response from you indicating that you have received this Error Resolution Notice, and a quick resolution to this problem. Sincerely, XXXX XXXX Copy sent via email and original following via USPSXX/XX/XXXX The company called me because my payment wasn't in the amount on their records. This is the FIRST TIME that they ever mentioned anything about the payment amount changing. The agent re-explained to me that there is a deficit in my escrow account. I explained to him that there was never a huge deficit when the former servicer had the account. Now, after they take over, they say that there's a big deficit. I want to know where the money went that was able to pay the mortgage up until that point. I KNOW they're showing a deficit. I want to know WHY the account got this messed up, and where the money is that was paying everything just fine until they took over. I believe that a reconciliation from the time they took over would help all of us. And, maybe there was a problem when the former servicer, XXXX XXXX XXXX, transferred the escrow account. I really need help. They say that the target resolution date for the Error Resolution notice shown above is XX/XX/XXXX. I don't want to pay any additional money until we figure out what I really owe. They say that they will hit my credit report before they come up with their resolution on XX/XX/XXXX. I'd appreciate anything you can do to speed up the resolution of this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-24

San Antonio, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I notified my loan company, Loan Care, about a decrease in my property taxes, which would save me considerable money on the escrow portion of my monthly payment. I contacted customer service with this request on XX/XX/XXXX. The representative I spoke with let me know that the escrow department would review my request and follow up with me within a week. Today, XX/XX/XXXX ( a week later ), I contacted Loan Care again because I had not received any follow up. The representative I spoke with informed me that Loan Care declined to adjust my payment because " they had not found any significant change in my taxes. '' I informed the representative that this was incorrect and she provided me with an email address to which I could send my complaint with documentation from the county, and explained to me that I would have to start ALL OVER by providing all information over again, in a brand new request. This is beyond frustrating and has a significant financial impact on my cost of living ( about {$400.00} a month! ). I also asked if it was possible to get my escrow account removed, so that I could pay my own tax bills. We have a XXXX XXXX and I understand that escrow is NOT required. The representative recommended I submit a separate request to the customer service email and informed me that there was no specific criteria for removing the escrow account and " sometimes they don't do it. '' This is troubling, because it is unclear to me, as a customer, what I need to demonstrate and what the criteria is to be able to pay my own bills ... rather than pay this third party company what amounts to an additional {$2000.00} a year to pay my bills for me. I am significantly concerned that the company failed to follow up the first time, conducted an erroneous analysis, that they will neglect to follow up on my current request, and that there is no transparency in the process around closing an escrow account. I am perfectly capable of paying my own bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response