LoanCare, LLC

2019-02-01

Rocky Ridge, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to do a short sale for my property. I have lost an offer due to unnecessary delay of servicer in reviewing submitted documentation. I resubmitted and offer again and the short sale package was deemed complete in XX/XX/2018 and as of today the file has been escalated for internal review five times to no avail. I am again about to lose a second prospective buyer due to loancares negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I hope CFPB will look at this complaint against Loancare as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and, frankly, malicious business practices. Issue : Failure to refund prepaying of XXXX property taxes ( which were paid in XXXX XXXX ) This is a complaint against Loancare LLC for failure to refund our XXXX prepaid property taxes in excess of {$8000.00}. We notified Loancare of the prepayment in XX/XX/XXXX, and provided a copy of our payment receipt, and have contacted Loancare over 20 times since XX/XX/XXXX regarding the status of our refund with no resolution. We are continually told by ( usually ) nice customer service representatives that they just can not understand why we havent received our refund yet and are elevating our issue, and yet we never receive a response nor a refund. I actually spoke to a supposed supervisor ( XXXX, employee ID number possibly XXXX, XXXX, or XXXX ) in XXXX XXXX who confirmed Loancare had all it needed and the refund had been approved. XXXX then said he sent an email, while I was on the phone with him, directly to the person in the escrow department who could initiate our refund. XXXX finally said that he would personally call or email me by COB the next business day informing me of when we would receive our refund And once again, absolutely no further communication from XXXX or anyone else at Loancare and no refund. I called customer service again in early XX/XX/XXXX and the very nice customer service rep ( XXXX ) that I spoke with actually read some notes from that last exchange with XXXX that apparently said he did send an email to me the next day with the status and anticipated refund date never happened, no email and no refund received. The few times I contacted Loancare via email I received, first, an email response stating the issue was resolved even though Id heard nothing from Loancare whatsoever. The other times I received no response at all so I opted instead to call customer service. Like many others, we prepaid our XXXX property taxes in XX/XX/XXXX ( prior to the IRS issuing guidance that this did no good for tax purposes ) and we are still waiting for Loancare to give us back our monies owed. I reached out to Loancare immediately in XX/XX/XXXX asking what they needed from us and was told to email a copy of the receipt showing our prepatent, which I did in late XX/XX/XXXX with a confirmation email from Loancare on XX/XX/XXXX. I say that I hope CFPB will look at this complaint as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and malicious practices because I downloaded the CFPB complaints against Loancare and read through many of them ( too many complaints to read through all since there are over 4,000 complaints ). There are far too many instances where Loancare has kept money that is owed to mortgagees for this companys approach in such situations not to be purposeful, planned, and calculated. In every instance, including ours, the mortgagee is given a complete runaround with no money actually being sent back to the mortgagee until a complaint is filed against Loancare with some outside entity such as CFPB. - Multiple complaints where homeowners insurance claim checks that had to be sent to Loancare for some reach, but with monies due to the mortgagee and Loancare not sending the owed funds to the mortgagee. Loancare giving the mortgagee the same runaround weve received. - Multiple complaints about overpayment of property taxes where mortgagee received the runaround from Loancare -- even did this to a veteran in IL who was exempt from property taxes, took and kept his monies. There is something wrong with an industry when a consumer can choose to do business with one company, the original lender, and then that lender can immediately sell the clients business ( the mortgage ) to another company without any say of the consumer, and the company to which the mortgage is sold has absolutely deplorable practices. We didnt choose Loancare, nor did most of the others who have complained as far as I can tell, yet here we are fighting for over a year to get our {$8000.00} plus monies owed to us from this company. This whole system is beyond ridiculous and the fact that this company has literally thousands of complaints against it, and that is just with CFPB, yet is still in business is disappointing and beyond frustrating. At the very least, I hope CFPB can assist in getting us our in excess of {$8000.00} refund. I am also hopeful that CFPB will open a case against CFPB for its grossly negligent business practices in this regard, not just to us, but to numerous consumers who did not choose to do business with Loancare in the first place. I am also sending a complaint to the Virginia Attorney Generals ( AG ) Office. I dont know whether Loancare has violated any law by keeping our money in this manner, but if it has, I am hopeful that the Virginia AG will consider pursuing legal action against this company. Thank you in advance for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: When filing paperwork for a home refinance loan, I was advised not to open an escrow account because we owed money to our property taxes from a HERO loan for work done to our home and part of the refinance agreement would be paying off the HERO loan and the property tax bill would subsequently decrease greatly and therefor we wouldn't overpay our loan servicer unnecessarily. Once our refinance loan paid off the HERO loan, I requested the loan servicer pay the next tax bill from our escrow account. The property tax bill is due tomorrow, XX/XX/19. I submitted a written request with my updated/latest tax bill and insurance information as required on XX/XX/19. I called to check in several times and was notified I had submitted all documents properly and that the request would be escalated in order to pay the property taxes in time and to open an escrow account. After not receiving a response by XX/XX/19, I submitted another written request. By XX/XX/19, two weeks prior to the tax bill being due, I called in and asked to speak to a manager, who then told me he was creating a " manager escalation '' and that, again, I had accurately provided all documents requested, and that I'd receive a response in 3 working days. I received the formal response stating this on XX/XX/19. I have tried contacting the customer service and manager numerous times since that date, more than 12 working days past XX/XX/19 and am now going to have to pay the tax bill out of pocket tomorrow, on XX/XX/19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 30 YEAR FIXED RATE MORTAGE. every month instead of a billing statement I get a letter stating the loan is delinquent and that the mortgage remains unpaid. the problem is that we make the payment ontime every month as we have since the beginning of the loan. have proof bank statements, copies of checks, etc. the lender is claiming an escrow account defficency .. another lie. the lender has raised the monthly payment twice and we make the higher payment. I have payed the insurance and property taxes myself out of pocket. so where the XXXX is the money being payed into escrow? the lender also is requiring an escrow balance higher than RESPA laws allow. I AM GETTING SCAMMED
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

KS

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a 2nd mortgage. I had an insurance claim. the 2nd mortgage company held the insurance claim payments and required the contractors to provide a waiver of claim. I then had to pay the contractors out of my pocket for the work. The work was completed. The work has been complete for a long time. It took about a month for them to send and inspector and now it has been 2 additional months and they still have not released the funds. The original roof contractor completed the work 2 years ago and that was cleared by XXXX. But the loan was sold by Loan Care and they are holding the check because of them saying they do not have all the information and the roof contractor is no longer in business in my town. They are holding over {$17000.00} and the loan amount is {$16000.00} plus. They have all the waivers of claim from that contractor and the other contractors but they sitll will not release. I call almost daily and get the same song and dance corporate has to approve. While they are holding that money without interest they are charging me interest on the 2nd mortgage. If they would not have held the checks I could have paid off the mortgage with the funds I had to pay out of my pocket to get the work done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Phila, PA

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

2019-01-29

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: LOANCARE bought our loan XX/XX/XXXX. They have sent out paperwork saying we owe our monthly amount PLUS PMI. They ADDED PMI back to our loan. PMI was removed by previous XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. Emails have been sent. Phone calls on hold OVER ONE HOUR have been placed. Not contact is easy with this company. And after looking online at the company- of which we had no choice in taking our loan- has hundreds of cases like this. Tax numbers being wrong. Escrow accounts withholding and not paying out excess, etc. PLEASE REVIEW THIS COMPANY The idea of stressfully dealing with escrow every year or incorrect tax information EVERY year with these people make my physically sick with worry. They should not have this much power unchecked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-26

NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been in contact with the mortgager, LoanCare. I had a loan modification and lost it because the XXXX took a double payment in XX/XX/XXXX causing my bank account to be overdrawn through no fault of my own. The mortgage payment bounced and I was taken out of modification. I re-applied and was denied on XX/XX/XXXX. I did not receive notification until XX/XX/XXXX. In the meantime my home was placed in foreclosure on the day of denial. I have been in constant contact with them. Never refusing phone calls or messages. I have since gotten a part-time job to supplement my Social Security and able to make the loan modification payments. I want to retain my home. My children grew up hare and I want to keep their place, They occasionally visit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-24

MA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage switched mortgage servicers. Previously I had your standard mortgage due on the first of the month with the 15 day grace period which wasn't great but doable with my income schedule. Now that the mortgage servicer has switched ; they charge me to make a payment online on their website. So, I went from always being current on my mortgage to always being charged fees on a monthly basis. I never would have agreed to a mortgage with such terms and I had/have no control over my mortgage being sold to a different servicer that implements such terms. This is creating unnecessary financial hardship for me as I have two mortgages that were sold to this 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

2019-01-23

Ft Lauderdale, FL

Incorrect information on your report

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

Account information incorrect
Complaint: Re : XXXX Account # XXXX, The purpose of this complaint serves to herald certain business practices enacted by XXXX XXXX which have conspired to detrimentally affect my credit and has caused me irreparable harm. On or about XX/XX/XXXX, I applied for a new mortgage with XXXX XXXX XXXX. Upon completion of the review process, the lender contacted XXXX XXXX to request a payoff. Upon receiving the request XXXX XXXX advised me that it may to up to 5 days to receive the payoff. Furthermore, XXXX XXXX acknowledged that I was not late and had not been so on a recorded line and payoff was good until XX/XX/XXXX. However, while in underwriting with the new lender, XXXX XXXX reported inaccurately and earlier than scheduled negative/late reporting. This is not the first time since XX/XX/XXXX, I made a double payment and they counted as one payment and every month after that they reported me 30 days late. Due to this issue I have experience such a hard time in life especially the past few months with the harassing phone calls it's making me miserable as well as my kids. I have tried on numerous occasions to resolve the inaccurate information on my credit report but they have completely ignore me however they've been calling my job, my friends, my neighbors, my husband and sending mail weekly. They've called everyone in my life which is very humiliating. This has brought on a lot of mental issues to the point I'm having difficulties all for an account with inaccurate reportings. This is the last time I'm trying to resolve this issue for the inaccurate information. My attorney has advised me to sue or apply a lien to the business, however I'm trying to resolve this before I have to take legal action. Should they not remove this inaccurate account off my report I will sue for deformation and financial injury. Under the FDCPA and FCRA I can sue for damages to which I know my rights. FDCPA section 809 this law allows me to sue under the same circumstances. I have demanded on several occasions for the cause to cease and desist and they've ignored it. Please assist me with working with this company to have the negative reports on my account removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-22

Houston, TX

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

2019-01-22

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I started to contact loan care back in XX/XX/XXXX. I stopped to make payment in XX/XX/XXXX. I had car accident on XX/XX/XXXX, and after it was struggling for my sickness. I bought the full coverage, and paid off the car loan. But I never thought I did not get paid until today. So I sent the loss modificaiton process, and kept can not reach the person for my case through loan care. So I hired the XXXX XXXX XXXX for helping me as the witness for my case. It kept saying that no documents received. The law firm told me to file the bankruptcy to postphone the sale time, and wait for loan care to give me the new plan. But I got the sale news through flyers again. I hired another Premium legal service to help me. Again they did not do anything just asked me to file bankruptcy again. But the result is nothing done, and my house sold on XX/XX/XXXX. Loan care closed the modification case for no documents filed on the same sale date. I felt this is dual tracking and loan care should not sell on that day. And also I had grandma and grandfather illness and passed away in XXXX. I am the XXXX XXXX for my parents, and I had to go back to XXXX on XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX Now there is no one can help me to get my house back. I need correction for my process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-22

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

2019-01-18

Whittemore, MI

Closing on a 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

2019-01-17

Northridge, CA

Incorrect information on your report

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

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

Timely Response

2019-01-17

Norwalk, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Loancare who is servicing my mortgage failed to pay my property taxes on time and paid one month late causing a late fee of {$180.00}. I spoke to the XXXX XXXX County Assessor office and they verified the information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-17

Robertsdale, AL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I purchased a new home in XX/XX/2018 and my loan was for XXXX at closing. I sent in a payment in XX/XX/2018 for XXXX to apply to my principal on my loan. my balance was XXXX and my loan was purchased by Loancare. My first statement reflected this. now my balance shows XXXX. On one can tell me where my momey went. Please 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

2019-01-16

Lincoln, CA

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

2019-01-15

Incorrect information on your report

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

2019-01-14

Irvine, 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

2019-01-14

Allentown, 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

2019-01-14

Warwick, MD

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

Timely Response

2019-01-14

Bartlettsville, IN

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

2019-01-14

MN

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: We had hail damage in our roof last year. We opened a claim with the insurance company who approved it and released the funds right after the job was done in late XXXX. We tried to get the check deposited but because of the amount, our mortgage company required contract/bid/tax documents, etc from our contractor. We provided everything and after several phone calls back and forth they finally released a part of the funds. The total cost of the project was XXXX XXXX and they sent us a check for XXXX in XXXX. They still have {$6500.00} to release to us, but that is pending inspection. Since early XXXX I've been contacting them weekly ( lately almost every day ) to get the inspection scheduled. They assigned me an inspector, who contacted us on XX/XX/18 and left a message to call him and schedule the inspection. After 3 attempts without being able to get a hold of him, his phone number got disconnected ( XXXX XXXX XXXX ). Then I called again the mortgage company to explain what happened. They said they would assign another inspector. I have not heard anything back from anyone and every time I contact the mortgage company, they say they've escalated and someone will contact me soon. They refuse to give me an email, so I can have written documentation of this mess or to give me the inspector 's phone nr. I am losing my patience with this company that won't give me any answers or my money back. We have our mortgage through XXXX XXXX XXXX and the division that works with the claims 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

2019-01-13

Northside, NC

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have been trying to make a payment with my mortgage company LoanCare. I haven't been able to pay online and have finally figured out that they transferred my loan to another company and I didn't receive notice that this was going to happen. I looked in my payment history and it says XX/XX/2019-XX/XX/2019 Loan Service Transferred and everything has a XXXX balance. I have been trying to pay my mortgage for more than a week now and didn't understand why it kept giving me an error message. I have not idea who my new loan servicer is and I haven't been able to make my XX/XX/XXXX payment! I don't want to go into default for missing this payment. How do I figure out who my new loan company is and if they have everything to receive my XX/XX/XXXX 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