LoanCare, LLC

2019-04-09

Bridgeport, CT

Incorrect information on your report

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

Account information incorrect
Complaint: Loancare is reporting multiple inaccurate payments on my closed mortgage account. which is paid in full and closed. Loancare continues to report multiple late payments on my account after I disputed the late payments on my closed mortgage account. I asked them to provide me with written proof bearing my signature showing that I had some contractual obligation to pay them as well as any supporting documents which would validate why they were reporting such slanderous remarks on my credit profile which is affecting my score and my ability to better my life. They instead send me an XXXX spreadsheet with my alleged payment history that wasn't even billing statements with their letter heads. The Item looked very suspicious and as if it were made up to validate my payment history with the company. The company has not responded to my second or third request to validate payments or remove them and they have also violated the fair credit reporting act by not marking the account disputed with all the credit bureaus that they are reporting these inaccurate payments 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

2019-04-09

San Gabriel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Loan Care refuses to release a payoff request from their borrower who is trying to refinance. They have been giving him the run around which has subsequently cost him delays which will result in monetary loss.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-09

Albany, GA

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

2019-04-09

E Atlantc Bch, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage has been transferred to LoanCare LLC from XXXX after XXXX filed bankruptcy, effective XX/XX/XXXX. I can't access my mortgage on LoanCare LLC website, despite being told it would be available on XX/XX/XXXX. My school taxes haven't been paid, I can't see what my escrow account is and whether any payments have been made. I've been trying to call LoanCare LLC for several days, each day spending more than 1 hour on hold before I had to hang up. I haven't paid my XXXX mortgage because I don't know where to pay or have any account number. I have no assurance that this will not effect my credit score. It is unacceptable that there is no way to get in touch with a mortgage servicer!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-08

MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: I scheduled a mortgage payment through my bank 's online bill pay on XX/XX/XXXX. I accidentally scheduled it from the wrong account, and so it was returned. I then made a payment from the correct account on XX/XX/XXXX so that my payment would not be late. This second payment was made as an electronic payment to Loancare and was accepted. The bank then re-processed the original payment, and it also went through as an electronic payment and was accepted by Loancare. So I made two payments in XXXX but Loancare only applied one payment to my account. XX/XX/XXXX I called and was given instructions on submitting a payment lookup request, which I did. Loancare requires that you submit the request via email, then call and give them the reference number, which they then use to submit the request in their system. XX/XX/XXXX I received a response that the information I sent was not sufficient and I needed to send in a transmittal form from my bank. XX/XX/XXXX I emailed the transmittal form. It took three days to get from the online payment processor. Again, I had to submit via email, and then call back and give the reference number from the email reply. I received no response and there was no activity on my account for a week. XX/XX/XXXX I called again and was told the case had been closed because the payment was applied. I submitted another email request, this time sending transmittal forms for both payments. XX/XX/XXXX I called to check on the situation and was told the case had been closed because the pdf I attached to my email could not be opened. I spoke with a manager XXXX XXXX who had me send the transmittal forms directly to him, told me he would escalate the case, and assured me that someone would contact me no matter what. I received no call or email. XX/XX/XXXX I emailed XXXX to let know that I had not received a call and to please check on the status. No response. XX/XX/XXXX I called again. Hold time was an hour and a half. The rep I spoke with said that the information had been forwarded to cashiering by XXXX, and that was the best way to be assured that I would receive a response when it was complete. She said he was a good manager and always followed up. She did not give me a specific time frame, but said I could check back in 72 hours. XX/XX/XXXX I emailed XXXX again and specifically requested that he contact me with an update. No response. XX/XX/XXXX I called again. The rep XXXX could only tell me that the form had been sent to cashiering on XX/XX/XXXX. When I requested a manager he insisted he could help me because he was the customer service representative. He also wanted me to resend the forms to him to resubmit. I said I did not want to do that and cause confusion I wanted to know the status of the XX/XX/XXXX request. He refused to transfer me to a manager. I insisted and he finally talked to a manager and said someone would call me later that day. Later than daysomeone called my husbands number, even though I had indicated that I was the contact person. He was unable to answer the phone. They left a message with no information other than a call back number. Even later that dayI got home and we realized that Loancare had called him instead of me. We called back. The rep transferred me to manager XXXX. She insisted that there was nothing to do but wait for cashiering to call me. She could not give any time frame. I asked if that meant I was supposed to wait indefinitely for a call back without any assurance that they were working on the problem and she said that was my only option. I contacted the president via XXXX no response. I left XXXX and XXXX reviews no response. XX/XX/XXXX I checked my account to see if the payment had been processed before filing a CFPB complaint. The payment had not been applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-08

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: -bought the house in XX/XX/2018 -my first mortgage company transferred my account to Loancare -property tax was for XX/XX/2018 -contacted the Loancare on XX/XX/XXXX , letting them know we received a bill from the county and the tax is overdue. We had more than enough money in the escrow account to pay the tax. ( they said they will take care of it ) -contacted the Loancare on XX/XX/XXXX to get an update - no updates from the company -contacted on XX/XX/XXXX to get an another update - they a check will be disbursed on XX/XX/XXXX to the county and they will cover all the late fees -contacted on XX/XX/XXXX because we received a final notice from the county about foreclosure - They said they will try to move the disbursement date to XX/XX/XXXX. -contacted on XX/XX/XXXX to get an update - we realized the check was not disbursed like it was promised. The company kept saying, they contacted the county already and they talked. The reason for this delay is they had to review something???? **contacted my property tax office on XX/XX/XXXX directly. I asked if my mortgage company reached out to them but they have no records showing my mortgage company reached out to them. We were afraid of losing our house so we paid the property tax out of our own packet instead of waiting for the mortgage to pay for us** -contacted on the company XX/XX/XXXX for an update - they said they disburse the check on XX/XX/XXXX. They said I will get an email on that day to let me know the money was taken out from the escrow account. Today is XX/XX/XXXX. I didn't receive any emails from the loancare that they paid the taxes. I checked my escrow account and nothing was taken out. Currently we have {$6300.00} and property tax was {$2400.00}. I'm trying to reach out to them so they can run escrow analysis since we have too much money in our escrow account now. It has been about 26 minutes since I'm waiting for the representative..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-08

AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We Have a Mortgage with LoanCare and they are refusing to pay my property taxes with our escrow account. It was due in XXXX of 2018 and it is XXXX and the taxes still have not been paid. We have attempted to contact them multiple times and every time we get the same answer, they would escalate it and get it resolved. It still hasn't been resolved. They did the same thing to us last year and this year we are facing court for unpaid 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

2019-04-07

Macclenny, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Please help me dealing with Loan Care. They have decided that the home that I own is not mine and will not allow me to make the payments on the loan modification they gave me. Instead, they have a sale date scheduled on my home on XX/XX/2019 an wont do anything to stop the sale. The home was granted to me by the courts through my very messy divorce. The loan is under my husbands name only, but I have legal rights through a quit claim deed and am the only person on title. Loan Care took me through the entire loan modification process and when I made my first trial payment, they sent it back and have forced my home into foreclosure. They say that I have no legal rights to the home, but they are entirely wrong. Every time I contact them I have to speak to another person who doesnt seem to understand what they are doing. Since I am the only one on title, they must give me the home since there is no one else who has rights to the property. I am shocked that I will be kicked out of my home because Loan Care can not get this straight. When my husband and I went through the divorce, we became delinquent on our home mortgage since he fought me all the way and did everything in his power to ensure that I would struggle as much as possible. During our marriage he did the worst things possible to me and I am still suffering physically from his abuse. To add insult to injury, he wants me and my boys to be homeless and has told me so. Loan care is not lifting a finger to help me and I am hoping that you will step in and get Loan Care to save my home from foreclosure and allow me to start making my mortgage payments. I am now strong financially and can afford a reasonable mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-07

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX Loancare bought our mortgage which was 1 month after we closed on our original mortgage. In XX/XX/XXXX we recieved an Escrow refund after property taxes and homeowners insurance were paid. This refund was more than {$2700.00} They kept our escrow account funded with more than {$1200.00} Our Homeowners Insurance and Property taxes are approximately {$1100.00} per year total. In XX/XX/XXXX I called Loancare customer service and asked for a new Escrow Analysis so that our monthly escrow payments would be corrected so we are not paying a gross overpayment every month in our mortgage payment. They asked me to mail them a copy of our homeowners Insurance bill and our property tax bill which we did. We did not recieve a reply at all. XX/XX/XXXX I called Loancare 's customer service department and asked if I could have a new Escrow Analysis and I was told I could. XX/XX/XXXX I recieved in the mail an analysis statement which shows a projected amount for property taxes as {$2900.00} and the actual amount paid is {$300.00} I am a XXXX XXXX XXXX XXXX Veteran and XXXX charges me minimal property taxes. Loancare is charging us {$310.00} per month to fund our escrow account which only needs about {$120.00} per month. I would like for Loancare to recalculate our escrow payment and adjust our mortgage payment accordingly. Why they feel the need to overcharge our escrow account when our property taxes and insurance costs are in black and white is beyond me. Don't they have competent accountants? I do not need Loancare as a savings account. If Loancare can not correct this I will file a complaint with the XXXX and XXXX AG. 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

2019-04-05

Humble, 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

2019-04-04

Washington, DC

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

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

Was not notified of investigation status or results
Complaint: I have a loan with LOANCARE SERVICING CTR. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and LOANCARE SERVICING CTR were no successful resolution. XXXX, XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late an 2018, XX/XX/2018, XX/XX/2018, XX/XX/XXXX, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018 2018
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-02

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

2019-04-02

Burns Harbor, IN

Communication tactics

Debt collection: I do not know

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

Timely Response

2019-04-02

Las Vegas, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sold my home and escrow wired a payoff to XXXX via loancare. The wire was confirmed received on XX/XX/XXXX. On XX/XX/XXXX XXXX took out another mortgage payment from my checking account and then transferred my loan to another servicer, XXXX. I called XXXX to ask why was another payment taken out after my loan had been paid off the previous Friday. They said they only show the payment was received and that the loan was transferred. I then called my escrow company and they said the wire was not returned. I then called XXXX and they said they have no info of my loan to call back in 7 days. I am now missing $ XXXX approximately of my payoff monies, an additional {$1900.00} out of my checking account and my home is no longer in my name. I am sure RESPA requires XXXX to account for the monies that were wired to them on XX/XX/XXXX. XXXX refuses to provide me any info and simply tells me to call XXXX. No one knows where the $ XXXX went. I would believe this is in violation of RESPA law whereby servicers are required to account for all monies and be transparent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-01

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: LoanCare LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX XXXX, I am not even sure how to begin our complaint as we have now had to file a CFPB complaint on 100 % of the files currently being serviced by Loancare. Our current issue is on short sale for a VA loan on this property ( XXXX XXXX XXXX, XXXX XXXX CA XXXX ). I dont know if your employees are untrained, are not able to read or comprehend English, have been told to delay file submittals to squeeze more servicing fees out of the investor ( *** Yes I am stating that you are defrauding the US Federal government by doing this ) .. Or, you simply hire the dumbest people on the planet. You choose, either one of the above says a lot about the lack of care given to your servicing of loans under your care. The most recent debacle centers around your Loss Mitigation Specialist I, XXXX XXXX, asking how a solar judgement that she found on title was being taken care of. She has asked this THREE TIMES on XX/XX/XXXX and XX/XX/XXXX, and we answered this question TWICE ( for the record there IS NOT SOLAR JUDGEMENT ON THE TITLE report ), but supplied her with a copy of the title report. Apparently, your employee doesnt know the difference between a financing statement ( aka solar lease ) and a judgement. When we called in on XX/XX/XXXX2019 to follow up, we were told that Loancare was ordered their own title report. I am confused. Did XXXX lie about having a title report and seeing a Solar Judgement on it or did she just make it up. See attached emails, Title Report and our Authorization Letter. XXXX mentioned in THREE emails that their title report has a solar judgement on them. I would really like to know why the feet dragging on this file ( other than the obvious reasons of lack of training or simply attempting to squeeze more money out of the VA ). Please rectify the situation immediately on this file. For ease, we are cross filing this complaint with the following organizations : 1 ) CFPB 2 ) State of California Attorney Generals office 3 ) Department of Veterans Affairs ( Southwest Region ) 4 ) 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

2019-03-31

Cocoa, 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

2019-03-31

Mabank, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Yearly habit of not paying our home owners insurance from the escrow account. Letting our policy expired then threatening us with increased in mortguage payment and shorting our escrow account. XX/XX/19 HOMEOWNERS INSURANCE NOT PAID FROM ESCROW DESPITE receiving the bill from XXXX XXXX. This is a yearly occurance from this mortguage company Loan care out of XXXX XXXX.Please read below.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-30

Cimarron Hills, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-29

Arlington, VA

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

2019-03-29

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

2019-03-28

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

2019-03-28

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am in the process of fixing my home after a hail storm. So far I have replaced the roof, the siding, and am in the process of replacing a bay window. My loan provider ( loancare ) has consistently failed to notify me of evolving requirements of theirs, and has had otherwise non-existent communication aside from periodic threatening letters, which I brought to their attention. I have not had a late payment since purchasing my home in 2003. They failed to notify me of a requirement of theirs that I provide a release of lien, a W9, and a signed contract. They say once the account goes over $ 20k this is required, however, when speaking with a representative two days prior, I was assured all I had to do was send in the check with the loan number affixed. After sending all of the required documents, they then told me I needed to endorse the check prior to sending it, and they returned the check to me unsigned. At no point was I told to endorse the check, in fact I was advised earlier not to endorse the check for safety reasons. Also, the office they list in CO claims they do not have access to any information, and are solely for debt collection. This is misleading to say the least. These are but a handful of issues I have had with this company, and I am concerned with my ability to fulfill my obligation to complete work on my house in a timely manner when I am met with such dysfunction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-27

CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We Purchased a new Insurance for our home. Loancare has had money sitting in an Escrow account for over a year and keep reporting us late and adding fees onto our 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

2019-03-26

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

2019-03-26

Rockaway, NJ

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