LoanCare, LLC

2018-11-27

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-11-26

Katy, 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

2018-11-25

Firestone, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XXXX we received an email that our loan was purchased by LoanCare. The end of XXXX we received another form email that the transfer was complete. However we never received any USPS mail with account specific information. I mailed our check and added a note that we did not receive info about our account and could they please mail us account information. Additionally I explained we do not receive mail at the physical address so please send the our PO Box ( the address was supplied ) In XXXX same thing. No mail so I sent the payment and a letter. Again please send to PO Box . Today we were served a threatening letter that they were going to foreclose on us and we were behind on payments. We have never missed a payment and have tried over and over to obtain information about our loan. Please help us get our account information On a note this is the 3rd company this year to have our mortgage and this is the only company who will not mail us a statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-25

De Soto, IA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Dear Sir or Ma'am : Good afternoon. I have two problems to sort out with my mortgage company and/or Loan Servicer. My loan is owned by XXXX XXXX, but is serviced by LoanCare , LLC. Problem 1 : I submit biweekly loan payments which are above and beyond my required monthly mortgage payment. These payments are to be applied against the loan principal and have not been since XX/XX/2018. I have copies of the LoanCare LLC transaction history showing that they received these payments, but have not appropriately credited them to my loan principal. I sent an inquiry via the Contact Us secure web form on XXXX on XX/XX/2018 to follow-up on this issue and to ask that the appropriate retroactive payments and interest reductions be applied. I have not yet heard back from XXXX on this issue. I realize they have a reply window of time. I am escalating this through CFPB for need to track issues as well as the fact that there is a second problem which may negatively affect this first issue. Problem 2 : On XX/XX/2018, I received a letter from XXXX stating that my Loan Servicer was changing on XX/XX/2018 to : XXXX XXXX XXXX XXXX XXXX of XXXX XXXX, CA. A second letter, which was dated XX/XX/2018 arrived to note that my mortgage loan was resold and the new owner is XXXX XXXX XXXX XXXX XXXX. This second letter contradicted the first letter by stating that my mortgage serving will remain with XXXX. I sent an inquiry, also by way of the secure Contact Us web form on XXXX today, XX/XX/2018. I no longer know who services my mortgage, where to send payments, whether my account number has changed, etc. I also do not know what recourse I have in that I DO NOT wish my loan to be transferred to another loan servicer until the biweekly principal payments from XX/XX/2018 through current have been properly credited against my loan, and any appropriate loan adjustments ( Such as remaining principal, interest calculations, etc. ) have been accurately recalculated and applied. If the first issue is not resolved prior to the transfer, the wrong principal balance, interest, and inaccurate transaction history may be transferred to any new servicer. Please could you advise what steps I can take to resolve all issues? 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

2018-11-23

Bowie, MD

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

2018-11-23

Clermont, FL

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

2018-11-21

San Antonio, 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

2018-11-20

Denver, CO

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

2018-11-20

Breaux Bridge, LA

Struggling to pay mortgage

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

2018-11-18

Matteson, IL

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

2018-11-15

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

2018-11-15

Neotsu, OR

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

2018-11-09

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received {$24000.00}. from my insurance company for damages to my home. The checks I received had to be endorsed my myself and Loancare. I sent loancare the checks and insuranceclaim check, required an inspection which passed 100 % and I sent supporting documents to show I paid my contractors. I sent all paperwork, they have had my money for 6 weeks ( XX/XX/18 ) and I already paid for all the expenses to my house through my equity line and I am now paying interest as well. I keep getting the runaround with XXXX regarding my monies. Please help, I have recently read reviews about them online and many many people are reporting similar problems with this company. Thank you XXXX XXXX XXXX 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

2018-11-08

Eton, GA

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

2018-11-08

Topeka, KS

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

2018-11-07

Harrisburg, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Mortgage Loan processor noted as follows by NMLS Number will not credit our payments for payment due XX/XX/2018. They are not providing a monthly statement electronically or by mail as we requested and discussed by phone. 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

2018-11-07

Oregon, OH

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

Timely Response

2018-11-06

Lovettsville, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: On XX/XX/2018 we sent in a mortgage assistance application provided by the company explaining that we were experiencing a loss in income. We were denied any financial assistance, and when we called for an explanation we were told that we did not make enough income to qualify. This explanation did not make sense to us and we were not provided any additional information upon request. In XX/XX/2018 I made an attempt to pay {$2500.00} towards the past due balance which at that time was {$5500.00}, I was told that they would not accept this payment as it had to be the full amount. Then in XX/XX/2018 I attempted again to make a payment of {$4500.00} towards the past due balance which at that time was {$7700.00} and once again was told they would not accept it because it was not the full amount that was past due. We have continuously made attemps to pay off some of our debt and we have been denied, causing our house to go into foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-06

Cascade, MI

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

2018-11-06

And, SC

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

2018-11-06

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I pay my mortgage every month with Loancare, a Service Link Company. I called their customer service line and attempted to use the automated phone payment system. When this proved to be nonfunctional, I redialed and navigated my way through an endless menu system which seemed to be designed to avoid letting callers through to a human telephone agent. Ultimately, I reached XXXX at XXXX XXXX. My loan number is XXXX. XXXX refused to let me speak with a supervisor until I threatened this complaint. The supervisor seemed more pleasant, and took my payment over the phone. They can't seem thus far to be able to understand why my online account access is not able to be restored. In fact, the customer service agents were unable to do anything because they were having errors in their system as well. This has been the general experience with Loancare. The biggest problem is that Loancare is not even my servicer - it's a subservicer, a double outsourced company taking payments and passing them on to XXXX XXXX XXXX, so I have no idea how to actually speak to my actual mortgagor. Loancare still can not figure out why their online portal does not function for me on any of my devices, so it looks like for the forseeable future, I will have to continue to waste my time on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-02

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

2018-11-02

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

2018-11-02

Midlothian, VA

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

2018-11-02

Gilbert, AZ

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

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

Investigation took more than 30 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response