LoanCare, LLC

2019-03-13

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: LoanCare LN XXXX XXXX XXXX XXXX, XXXX HI XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX On XX/XX/19 I spoke with rep XXXX XXXX. She was obviously either drunk, is mentally unsuited for her position at LoanCare, or is mentally handicapped. She lacks the cognitive ability to listen and respond to simple questions. Additionally, I had to repeat my last name with spellings to her over 7 times. In the end she claims she still could not understand my last name, even though it is one of the most common last names in the United States. She therefore refused to send a message to the processor asking them to call us back. XXXX XXXX has neither the knowledge, training, nor mental capacity to do her job. Most of my conversations with LoanCare employees have been similar. It is clear that LoanCare does not have the capacity to appropriately service their loans, they do not train their staff appropriately, and they do not provide a work environment suitable to fulfill their servicing obligations - their staff regularly complain they can not hear who they are talking to because their environment is loud and echoes. I want LoanCare fined the maximum of $ XXXX for gross incompetence and purposeful neglect of their servicing obligations. Then, when I got a call back from the assigned processor she sent me a copy of what was sent to the borrower. See attached Mail from LoanCare. Is this REALLY the kind of mail they send out???? Not only is it completely unprofessional, but they are asking for documents that we have not only already sent to them multiple times, and also documents that are ABSOLUTELY NOT RELEVANT TO A SETTLEMENT AGREEMENT. It was made very clear multiple times in every conversation I had with LoanCare that the homeowner wants to do a SETTLEMENT not a short sale, not a sale, and not a loan modification. I want LoanCare fined the maximum of $ XXXX due to gross incompetence. I want a response to the settlement offer submitted by the borrower. I want the stupidity and excuses to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Huntsville, AL

Communication tactics

Debt collection: Mortgage debt

You told them to stop contacting you, but they keep trying
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-12

Copper Center, AK

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX XXXX and XXXX XXXX XXXX, We bought our first home in JXX/XX/XXXX. A year later our payment went from XXXX to XXXX. We struggled to get our payments because of how high our payments were. We went under loss mitigation and we were able to get back on track. We have been having problems with XXXX XXXX XXXX since we bought the house. Finally, my husband was offered a job in XXXX XXXX. We put our home for sale but could not sale before we left in XXXX, XXXX. We decided to take it off the market and we rented the house to a family that we new because they were in need. We found out that our tenants were dealing and doing drugs in our home and that was a violation of the agreement. We evicted them and they stopped paying and retaliated against us and vandalized and ruined our home. We were not able to make both our mortgage and our rent payment in XXXX. We started getting behind on our home in XXXX, so we put it back on the market so we could just try to sell our home as is, and as soon as possible. We tried to contact loan care about our situation but of course they did not care. Since we already did a loss mitigation we were not allowed to do another one, so we didn't know what else to do, soon after that we got a letter from a lawyer that we were needing to pay the back pay and pay the attorney fees. We could not pay, we tried contacting the Lawyers and they would not talk to us. We tried to give payments that but Loan care declined our payments. They wanted the whole amount but we could not afford to pay the whole XXXX at once, and we could not afford a Lawyer so we were on our own and we did not know what to do so we prayed that we would find a buyer before we went into foreclosure. Than, we had a buyer but our airconditioner broke and we did not have XXXX to get that replaced so the buyer backed out. We were devastated, a few weeks went by and we kept trying to contact the mortgage company but we could not get any help from them. Finally we saw hope, we had an XXXX Investor that was going to pay what we owed plus the Lawyers fees and they were gon na have someone rent the home, but the payment was so high that they decided not to go ahead with the deal. We had till XX/XX/XXXX and since we were out of time and they would not talk to us, we lost our home. No notice or even a chance to try to short sale. Within this time of foreclosure, struggling financially. My wife lost her job and we ended up losing our home and I am a XXXX and in the XXXX XXXX of the United States and I work in a high security job with a security clearance and now I am in jeopardy of losing my job. I can't believe that being a veteran and giving my whole life to the United States that my family and I could be treated this way. I tried to seek help multiple times from this Mortgage company but would not help us in any way. I am not sure that there is really nothing I could do since we have already lost our home but I am just wanting to seek some kind of help in filing a suit or an investigation on this mortgage company. Thank you, XXXX and 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

2019-03-12

MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XXXX Loss mitigation procedures. We are filing a complaint because the servicer, Loancare received a loss mitigation application request on XX/XX/2019. On XX/XX/XXXX we confirmed with XXXX in the loss mitigation department that this application for loss mitigation was received. They are currently in violation of 1024.41 ( b ) ( 2 ) ( i ) - Notify the borrower in writing within 5 days ( excluding legal public holidays, Saturdays, and Sundays ) after receiving the loss mitigation application that the servicer acknowledges receipt of the loss mitigation application and that the servicer has determined that the loss mitigation application is either complete or incomplete. If a loss mitigation application is incomplete, the notice shall state the additional documents and information the borrower must submit to make the loss mitigation application complete and the applicable date pursuant to paragraph ( b ) ( 2 ) ( ii ) of this section. The notice to the borrower shall include a statement that the borrower should consider contacting servicers of any other mortgage loans secured by the same property to discuss available loss mitigation options. As of todays date the servicer has not stated in writing whether the application is complete, incomplete or stated whether and or what additional documents are needed to complete the application. This is an FHA loan. They should be reviewing me for authorization to participate in the program. When we call in we get no information on the review of my application to participate in the FHA - PFS program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-11

Metairie, LA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-03-11

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have tried over and over again to work it the Owner of my loan XXXX XXXX XXXX First it was XXXX XXXX, The lender was XXXX XXXX XXXX, I had XXXX as the servicer and now Loan Care which the situation has been basically impossible meaning I have been sending documents with assistance and after sending document in XX/XX/XXXX & XX/XX/XXXX with a case referral number : XXXX when they realized they had the requested documents, they came back with another request for more documents. Now they are saying they refuse a loan modification because I did not submit the documents. What documents? The loan started out at {$790000.00}. and now I owe : XXXX. What happened to all of the payments that I have made on this loan? XXXX XXXX sent me a letter dated XX/XX/XXXX claiming that I needed to send {$13000.00}. They accepted the payments and then on XX/XX/XXXX they returned you the payments with a letter telling me I had to pay {$17000.00}. That is not what the agent told me when I made the payments over the phone and given a confirmation number. XXXX XXXX is constantly adding fees and charges to what I owe. I have submitted to the new Servicer Loan Care 10 total packages for a loan modification and the last two requests a hardship letter that they never mentioned before and a signed Borrower 's expense sheet. both submitted XX/XX/XXXX. The fees are constantly going up. Please Help 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

2019-03-09

Berkeley Lake, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare has not answered after being contacted in three emails. They have incorrectly calculated my Escrow balance and paid my positive balance incorrectly to the MPI insurer. All payments to MPI are set forever and never change. I had some shortfalls this year due to a few hundred dollar increase with insurance and XXXX more in property taxes. I understand that these were being paid back though escrow but when they were all paid off, Loancare decided they wanted to keep taking money from my POSITIVE escorw so they could calculate a FALSE shortfall for the next year. They took 800+ dollars from my escrow and gave it to my MPI provider. They never change they rate which is XXXX. Loancare gave them XXXX in one payment and drove my escrow negative. Then, they did their escrow review and came up with a false shortfall and increased my monthly payment by over 300 dollars. Total Incompetence..On top of all of that, they absolutely refuse to fix or answer any calls or emails to rectify the situation. I am so fed up with them that I am closing on a refinance in 10 days and they know this becuase the new { great company } has asked for the payoff. Now they wont answer me at all becuase they do not want to refund any of my positive escrow. They are making a last ditches play for anything they can get their hands on. I am filing a formal complaint with the cfpb because you guys are all the public has to make these behemoths listen to the little guy like me. I have attached the error so please have someone review this incorrect Escrow statement and make them play by the rules. I have never missed a payment and always played by the rules but they dont care. This company has slammed me with PMI, funky escrow practices, and zero customer service for the last time. My new loan company gave me a better rate, no MPI, and a TRUE appraisal so the good guys are out there. Its not Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-08

Quartzsite, AZ

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

2019-03-08

Sebring, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: The Mortgage company lied, reported me on my credit report for miss- 2 payments. They know I didn't, but won't remove the lie. My credit score has dropped and I can't refinance my home loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-08

Beaumont, CA

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

2019-03-08

Arsenal, PA

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

2019-03-08

Sarasota, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Please note that the category selected is the best fit, but is not the actual challenge we have. This is not an application or re financing request. My conventional mortgage closed on XX/XX/XXXX with XXXX XXXX XXXX, and was quickly transferred to LoanCare XX/XX/XXXX. I am a married Florida full time resident, and both my wife and I reside in the property. Only my name is on the title of our marital home. We have been seeking to add my wife 's name to the Deed to reflect joint ownership of the property. As they have a financial interest in the property we have been seeking the written permission of the mortgage company to do so. My attorney has sent two ( 2 ) letters and our requested written response has never been received. The mortgage company claims not to have gotten the first letter of XX/XX/XXXX. The second letter was sent on XX/XX/XXXX via certified mail and a response was requested within 21 days. We have not received any response from Loancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Anchorage, AK

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

2019-03-05

Glendale, CA

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

2019-03-05

Huntsville, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: COMPLAINT AGAINST LOANCARE LLC I am representing my mother. She passed away on XX/XX/2018. She has a note on her house through LoanCare LLC. After my mom passed to took a couple of months for my older brother to sign his paperwork to probate her will, this put me in a big bind, since I could not sell any part of the estate without probate. I tried to keep the payments up on the house but LoanCare LLC kept refusing them. They refused my payment online, they refused my church 's payment for the amount of {$540.00}. It took 5 weeks for them to tell me that and return the check. As soon as I got it I wrote another check for {$1800.00} and sent it along with the check from the church of {$540.00} for a total amount of {$2300.00}. They refused it again. They had already turned it over to XXXX XXXX since I got the first letter from them on the same day I put the checks in the mail. This letter stated that I had to pay the full amount of the loan. I called LoanCare LLC and asked them what was going on and why did I have to pay the full amount to fix this problem. They told me it was only supposed to be for the reinstate amount. They were supposed to get in touch with the law firm and get this fixed. I responded to the letter from XXXX XXXX via faxed document. I then called them to verify that they had indeed gotten my fax. They said they did but it would take a couple days to get it to XXXX who was handling this case. I waited a couple days then called XXXX and asked her if she had seen the fax and had she spoken to LoanCare LLC? Since they had told me it was to be for the reinstate amount not the total balance due. She had not done anything and then when I informed her that my mom had passed and would she need other paperwork from me she requested that I fax her a copy of the will and my letters of testimony and my drivers license. I immediately did this and still no response. I then contacted my moms attorney to look in to this matter and see if he could help to get to the bottom and get this resolved. He told me not to sign for a letter that XXXX XXXX had sent me so I did not. He asked me for another check and he sent in another payment to LoanCare LLC this time for the amount of {$3300.00} my check and the church 's check for {$540.00} again for a total of {$3900.00}. LoanCare LLC refused that amount as well stating that is was less than half what was owed. My attorney received and email from A Law which is a part of XXXX XXXX stating that if I paid {$3700.00} plus {$120.00} for a total of XXXX which is less than what I had just sent them and they had refused at LoanCare. But also they wanted me to pay {$1500.00} in Corporate Advances which I do not know what this is for. Also pay {$950.00} for the attorney fees again I do not know what this is for. I asked him to please see if he could find out what these amounts are for. He did not ever get back with me on this and then he said that he could not help me anymore. I am currently trying to find a lawyer to take this case but have not heard back from them yet. I received a payment statement from LoanCare LLC on Friday with a reinstatement amount on it. My parents estate is extensive and I am trying to get it sold as quickly as I can it is more than enough to pay off this note. But first I have to stop them from this stuff they are trying to pull. I called LoanCare today and finally got someone who was able to give me a break down of the corporate charges they are charging me. This person was most helpful about the whole problem and even connected me to the Law office to make arrangements to wire the money to them today to avoid any more fees. Well that person was not much help took my name and phone number said she had to go and get the final amount and the information to wire money. I told her to call me back today. It is now XXXX XXXX and still no call so how am I supposed to be able to get to the bank and get this done if she does not call me back in time. ALaw emailed me this morning with a reinstate amount and none of the numbers match what LoanCare have. Also they want me to pay for all the legal fees on this problem. This company has 574 complaints against them by the BBB and other cases have been filed against them all over the United States. There are also sites where hundreds of people are ready to file a class action suit against them for the same things. Please help me and get back to me as soon as possible. All of my focuments to support this are in pdf form and I can not upload them but I can take them to the XXXX Office when they need them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Kingstree, SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My property is a townhome that was affected by a flood of the building and an insurance claim was filed in XXXX. The repairs were completed before the insurance check was even processed ( due to overwhelming amount of claims because of Hurricane Florence the same week. ) Check was mailed to mortgage company to sign and return in XXXX. They still will not release the funds, even after doing a full inspection to insure repairs we're completed. I want the {$14000.00} they owe us for this claim, as well as {$500.00} for the time this has take and {$240.00} for interest. It should not take 60 days to receive an insurance check to recoup our loss on this property. Its not right that even when a consumer does everything to bring the property back to better standards than before the claim, that the mortgage company can hold you by the throat and not release the claims. We will be suing the mortgage servicer if the interest and {$500.00} for our time is not paid in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Fountainville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2018, I received a letter from Loancare stating an escrow refund check in the amount of {$720.00} was issued but never cashed. The letter asked that I confirm that the original check was lost or never received to receive a replacement. On XX/XX/2018 I signed and emailed a pdf scan of the letter to Loancare for processing. After several follow ups over the past year, I have not received my replacement check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-01

Mc Kinney, TX

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-03-01

Beyersville, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: LoanCare in XXXX XXXX, a loan company and collection agency, bought the paper for my mortgage. I became one month late when I tried to change companies after a problem with them demanding I pay taxes. I am a XXXX XXXX XXXX veteran and do not pay taxes. I paid the delinquent month last summer. However, the money was not applied to my mortgage and the only answer I could get from them was that it went to fees. Now, seven months later and with a poor credit rating, I was finally told that last summer my monthly payment was increased by {$37.00} which I was never told. And, LoanCare does not accept partial payments. So, they put my mortgage payment into a Suspense Acct and began using it to pay late fees. I was never told it was a partial payment. I would have happily sent them the additional {$37.00}. I believe this is a deceptive business practice from a loan and collection company to collect additional monies. Now, my credit rating is too poor to change to an ethical mortgage company. Also, although I am now current, LoanCare is telling me I owe more than {$300.00} for escrow. When I spoke with a representative last XX/XX/XXXX, he said I was {$130.00} short in escrow. So, I sent them the {$130.00}. I am in great hopes you will investigate this company and take the appropriate action to deny them the ability to purchase mortgages from XXXX veterans on fixed incomes. 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

2019-03-01

IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a notification from my mortgage company, LoanCare which stated that my mortgage payment was not made for the month of XX/XX/XXXX in the amount of {$570.00}. I was able to obtain the cancelled checks for the XX/XX/XXXX and XX/XX/XXXX from XXXX XXXX which had sent the payment to the following address : XXXX XXXX XXXX XXXX. XXXX. XXXX XXXX XXXX, PA XXXX It is clear to see on the back of check # XXXX on XX/XX/XXXX was deposited into a XXXX XXXX XXXX account. The back of check # XXXX on XX/XX/XXXX reflects the correct account of deposit as XXXX XXXX XXXX XXXX which signifies LoanCare XXXX XXXX. I forwarded copies of both of these cancelled checks to LoanCare on XX/XX/XXXX and was given a confirmation # XXXX hoping that LoanCare would rectify the problem. I called XXXX XXXX XXXX XXXX, which is a subsidiary of some sort of Loancare, which resulted in a recording informing me to log into my account at www.myloancare.com. I have gone to my bank and stopped the bi-monthly withdrawals from my checking account by 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

2019-02-26

TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am reaching out to Consumer Financial Protecttion Bureau regarding an issue with my Escrow Account through Loancare. I contacted them by e-mail on XX/XX/XXXX @ XXXX XXXX Below is the e-mail sent to the company : Good afternoon, I am reaching out to LoanCare regarding our Escrow Shortage. I received an escrow statement informing myself and my husband that we acquired an escrow shortage. The year prior we did not incur an escrow shortage. That figure should have been in place to ensure that the escrow account acquired proper funding to pay all necessary mortgage fees. The escrow amount was altered the beginning of XXXX which resulted in a shortage of funds. I confided in LoanCare to calculate escrow to cover all expenses to include MPI, city and county taxes, as well as Home Owners Insurance. LoanCare has failed to calculate the escrow accordingly. I feel I should not be penalized for a mistake LoanCare made. I refuse to make a payment on the escrow shortage until I receive an explanation as to why there was a deficit on our escrow account. Additionally, the shortage that appeared on the statement was incorrect as well. The breakdown of the costs which our escrow account pays are as follows : XXXX Home Owner 's Insurance XXXX City Tax XXXX County Tax XXXX MPI Total : {$3000.00} The total amount of contributions to our escrow account for 12 months is : XXXX ( year XXXX ) {$2800.00} Shortage of escrow ( XXXX ) : {$230.00} The new escrow amount of {$250.00} ( year XXXX ) will result in yet again, another shortage for the upcoming year. Please explain what method was used to result in the {$330.00} figure that is referenced to our escrow shortage. As of today 's date, I have never received a response. I attempted to contact them by phone, only to receive a message of " If this is normal business hours, we apologize for the inconvenience. '' Shortly after, there was a disconnect. I would like to discuss my Escrow account as the Escrow Loancare is stating is due is not the correct amount. The year prior, our escrow amount covered all disbursements. However, after lowering the escrow payment, we now are forced to pay a shortage. In addition, Loancare disabled our online account due to being in Bankruptcy. With that being said, they allowed us to pay our mortgage online for 4 years of bankruptcy, after than point they realized that we were not allowed to pay our mortgage online since we are in bankruptcy. I find this rather concerning that after 4 years they finally noticed the error. I would like a response from Loancare regarding the discrepancy in our Escrow Shortage. Thank you for your time. 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

2019-02-25

Greenwood, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2019, my mortgage loan was sold to LoanCare A Service Link Company, from XXXX XXXX XXXX. My loan did not include a prepayment penalty, as I would not have agreed to that. ( attached ) My statements from XXXX XXXX XXXX stated " Prepayment Penalty-No '' and did so for the five months they held my loan. ( attached ) When I received my first statement from LoanCare A Service Link Company, it stated " Prepayment Penalty-Yes ''. I called them on XX/XX/2019 to advise them of the error. I was advised it was probably a keying error and would be corrected within two working days and I would receive a phone call advising me as such. To date, this has not been corrected. I spoke with XXXX XXXX of the XXXX Office. Employee ID # XXXX. This is very concerning to me as I did not agree to this and I request this be corrected and done so in writing 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

2019-02-25

CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Good Day, I am providing the email I sent the Servicer LoanCare this morning when I realized two of the 4 payments I made were returned. I was one payment away from being current. XX/XX/XXXX Loan Care Attn : Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX I am writing as I just logged into my banking account and noticed that I remitted two payments to LoanCare on XX/XX/XXXX and XX/XX/XXXX each totaling {$2800.00} and just realized they were returned. I just called the toll free number of XXXX. Below you will see the payments I made which were to correspond with the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The lady on the telephone in your collections department indicated the payments were returned as they wanted all 5 payments. As you can see below I made 4 payments which would have made XX/XX/XXXX as being the only outstanding payment and putting me closer to current so I could get back on track. All this has done is set me up for failure. She wold me I had to email in order to get this researched. I am going to send a notice to the Consumer Financial Protection Bureau as well as I believe it has been mishandled I have attached the screen shot from the bank showing electronic payments processed and my XX/XX/XXXX bank statement showing the withdrawals on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 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

2019-02-25

Grover Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a notice of servicing transfer from Loancare LLC for my home loan on XX/XX/XXXX and at that time I started making payments through them. Beginning XX/XX/XXXX, I started receiving notifications that I needed to obtain flood insurance for my property. I mailed, faxed and eventually directly uploaded to the Loancare website documentation of current flood insurance held by the HOA ( I live in a condo ) to no avail. The same correspondence kept getting sent. In XX/XX/XXXX I called Loancare customer service and they said that a glitch had occurred that kept my account from being updated and it was fine, the HOA insurance was sufficient and I would receive no further correspondence. On XX/XX/XXXX, I received an email that lender placed flood policy had been charged to my escrow account resulting in a balance of - {$530.00}. I called Loancare immediately and was notified that this was a mistake and my account would be adjusted by XX/XX/XXXX. I received a letter dated XX/XX/XXXX confirming that the lender placed insurance had been cancelled. On XX/XX/XXXX, I received a statement dated XX/XX/XXXX noting that my escrow account is now - {$700.00} ( with no explanation how ) and my monthly payments would be increased to cover the overage. I just called LoanCare LLC again and after about an hour of being bounced back and forth between their insurance department and mortgage support personnel was given no explanation of why I received this statement and an explanation that the company had not completed an " analysis '' of my loan to determine how much flood insurance I need. Please keep in mind I live in a severe drought area of central CA and it would literally take biblical proportion rain for a flood to occur here. This company continues to harass me with threats of forced placed lender insurance and charges my escrow account at their leisure, without any warning. At no point did they offer me the option of obtaining my own flood insurance ( which I would not need, I only need " walls-in '' coverage and my HOA carries flood insurance on the outside of the property ) and attempted to charge me over twice the normal flood premium with their lender placed insurance. I don't know if I would be even able to obtain flood insurance as I live on the 2nd floor of the unit and technically do not own the part of the building that would be affected by flood. I want LoanCare to cease their attempts to fraudulently place insurance on my loan. For what it's worth, LoanCare has a known history of engaging in excessive force placed insurance as evidenced by a class action settlement reached on XX/XX/XXXX. It seems that they continue to persist in this behavior despite the court ruling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

Baltimore, MD

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