LoanCare, LLC

2018-10-11

Charlotte, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Before and since my scheduled home sale closing on XX/XX/XXXX, I have made repeated efforts to find out why I was charged {$6100.00} by LoanCare in interest aside from the unpaid balance on my conventional loan. I repeatedly emailed XXXX XXXX ( VP of Consumer Communications ) and XXXX XXXX ( Head of Compliance ) and my efforts to understand why I was charged this additional amount were completely ignored. I had a 30 year conventional loan - there should have been no charges incurred in early payoff. This company has been a never ending, unethical nightmare to deal with. This is the 3rd CFPB complaint I have had to file as none of my efforts in dealing with them directly have been successful. I want a valid explanation of this charge and if it was calculated and levied in error, I want a refund processed immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-11

San Marcos, CA

False statements or representation

Debt collection: Mortgage debt

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

Timely Response

2018-10-08

Accord, MA

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

2018-10-05

Arvada, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage has been services by Loan Care, XXXX XXXX XXXX, XXXX XXXX, VA XXXX since XX/XX/XXXX. I attempted to log into their system in XX/XX/XXXX to make a payment. The system would not allow me to log in using the credentials I had been using for the past 11 months. When I contacted Loan CarXXXX they would not explain why I was unable to log in. Someone was supposed to contact me to resolve the system issue but no one never contacted me. Today, I again attempted to log in and was still unable. When I contacted Loan Care again, I was told by their Customer Service department multiple people were unable to access their online accounts. I am concerned based on what seems to be low levels of security as well as the fact my access and other customer 's access was shut off that they may have breached. I would appreciate it if someone would be able to investigate my concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX is in violation of CA anti-dual tracking laws and is guilty of acting in bad faith on a real estate transaction. At issue is a short sale request that was submitted to XXXX XXXX and XXXX XXXX confirmed receipt of a complete package. Once the package was complete XXXX XXXX is legally obligated to postpone their foreclosure sale date for XX/XX/18 which they have not. Additionally on XX/XX/18 the underwriter on the file acted in bad faith when they denied the short sale for a bogus reason of " title issues ''. All lenders understand short sales have title issues and have a legal obligation to work a short sale and provide a short sale approval letter so that junior lien holders will know how much is being offered. XXXX XXXX had a good faith obligation to advise what title issues they were concerned with and allow time to have those title issues responded to. They did not. They did not because they are acting as a foreclosure mill breaking laws and had no interest in doing what they are legally required to do which is help homeowner avoid foreclosure. XXXX XXXX should have their license pulled from CA since they can not operate within CA laws. Also as notated by the email attached the title issue XXXX XXXX was referring to clearly states they require XXXX XXXX approval letter before they will work short sale which is standard industry practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Smyrna, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This complaint concerns my tax bill/monthly payment for my mortgage company Loancare LLC. My tax bill was originally assessed higher as the previous owner rented out the home rather than living in it. I went to the tax office showed proof of residency and got a revised tax bill at the beginning of the year. I faxed this to the loan company and they never changed my monthly amount based on the revised tax bill. I followed up and they said they did not receive it, so I sent it to them again on XX/XX/18 to the e-mail address they gave me. No response. I followed up and they asked me to resend it so I did so on XX/XX/18. Same e-mail address was what was told to me. My monthly payment did not change. I called again and they asked me to resend it again and so I did so on XX/XX/18- I was told to send it to the same e-mail address. I stated in my e-mail that I wanted to ensure I was not defaulting on my loan due to my payment going up and me refusing to pay this amount since I had proof of my tax bill revised. No response. I then heard form my home insurance company that since I had not sent a payment in for my insurance, and I was going to go in to lapse coverage. I called Loan Care and they had no record of my home insurance. I started out with a different Loan company and they had that information and then all my information was forwaded to the new loan company so they should have had that on file. I finally got that resolved and had my agent reach out to them with the information. While I was on the phone for that, I spoke to a supervisor about my tax bill and she finally said she would look into it. Never heard back so I called again and the representative told me that because I did not have proof of this years tax bill, they could not change my monthly payment. I called the tax office and they said no one would receive that information until XX/XX/2018. So I asked how that it was possible I had to have proof of something in XXXX that did not exist? She said there was nothing she could do even though I had proof of the revised tax bill. I gave up and decided I would wait until I got my next tax bill as proof. I then got a letter in the mail on XX/XX/XXXX stating they had changed my monthly payment finally and that I would be receiving a check for the surplus money in my escrow account, which they did send me a check. The same day I got an e-mail from XXXX XXXX letting me know that my credit had gone down due to being default on my loan. I also received a letter in the mail that I was default. I have paid every single month and have proof of that from my bank. Every time I spoke to someone on the phone, they did not tell me anything about being late or delinquent. I have proof that I followed up almost every single month with a revised tax bill with no response. They have now effected my credit and are saying I did not pay one of my months even though I have proof I did. I have complained several times with no action. I know others are getting this treatment based on the online reviews.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-04

Lexington, KY

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

2018-10-04

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

2018-10-03

Andalusia, PA

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

2018-10-02

Discovery Bay, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, we sold a property and my title company wired the loan payoff funds in the amount of {$200000.00} to my mortgage company on that very day. The loan was not credited until 20 days later, on XX/XX/XXXX by XXXX XXXX XXXX. As a result, my mortgage company is currently reporting my loan as delinquent for the month of XX/XX/XXXX, even though it was paid in full. I have disputed this with my mortgage company and they are blaming their bank, XXXX XXXX for the delay in processing. I have spoken with my Title Company and they provided me with the proof of wire and transaction that shows the money was wired to my lender on XX/XX/XXXX. They also confirmed with their bank, XXXX, that the funds were wired. XXXX XXXX refuses to run a trace on the funds in order for us to determine why there was a 20 day delay in processing the payoff. In the meantime, my credit has been ruined because of the 30-day late currently being reported by my lender. I am a XXXX XXXX XXXX and having a blemish on my credit report because of another agency 's negligence is very unfair and can prevent me from being able to secure funding in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-01

Franklin Lks, NJ

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

2018-09-29

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This problem was originally reported under complaint number XXXX. The complaint was closed too soon. Please do not close this complaint upon receipt of company response, as they are not resolving my problem. I received the letter from LoanCare dated XX/XX/2018, with a letter attached dated XX/XX/2018. In this letter is a phone number ( XXXX ) and extension ( XXXX ). I called this number XX/XX/18, the first date I could take off work, and the extension is invalid. I left a voice message, and did not receive a return call. Curiously, and without notification, my PMI charges changed in XX/XX/2018, decreasing from {$77.00} to {$25.00}. The total current PMI overpayment stands at {$410.00}. XXXX XXXX has refused to provide requested information to help me cancel my PMI. They state my property has lost value per XXXX, but will not tell me what XXXX was used, what information was entered, or what the new value is. The website still indicates my property value is $ XXXX. Using XXXX, my property has increased in value from a purchase price of $ XXXX to $ XXXX. Additionally, LoanCare is demanding I pay for a Broker Price Opinion, but will not provide any information regarding the BPO - just that I write a check. I've paid my mortgage on time every month for ten years and I have great credit. My principal balance is, per the website, {$120000.00}. Original property value was, per LoanCare letter dated XX/XX/18, {$150000.00}. As the principal balance is now 80 % of the original value, my PMI should have cancelled automatically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-28

Stamford, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/2012 we started with XXXX XXXX XXXX XXXX XXXX. She assured us she would assist us with a modification or plan to save our home. We supplied the necessary paperwork and exchanged emails back and forth. During this time our home was actually broken into by a Preservation Company hired by XXXX XXXX. They did substantial damage to the home which we informed our attorney. We continue to work with XXXX XXXX when we found out they had been sold to XXXX XXXX during this time the house was occupied by tenants that distroyed the home. We filed an eviction and forced them out of the house. We then found out that it was infested with bed bugs. It took us many months to disinfect and remove sheetrock and carpeting to fully get rid of the bugs. Finally the house was cleared and we moved forward to get it rented again. Still working with XXXX XXXX on the modification we then were informed that the loan was sold again to XXXX. Once again we filled out the needed paperwork and calls to representatives to get the loan caught up. About 5 months ago the loan was changed again to be serviced by Loan Care. I have submitted paperwork again including leases, P & L, taxes and such. The reps we have spoken to our many yet no one has assisted us in moving forward to get this processed. Obviously from when we started this process in 2012 our situation has improved as the house is fully rented with reliable tenants and leases. Our income although not where it was 8 years ago has as well improved these conditions currently help in the request to modify our loan yet we continue to receive denial letters and not explanations. Our own attorney agrees that something is not right as well as other bankers I have spoken to. We DO NOT WANT TO LOOSE OUR HOME and are trying our best to ask for assistance. We have even sought 3rd party financing at a very high interest rate and have been prelimarily approved. Our question is how can they approve us and yet ( Loan Care ) won't even consider a option for us. We had the house appraised there is plenty of equity in the home yet we are still denied. Our credit is now ruined due to these delays which we have been trying to rebuild. We just need help to put this behind us and start fresh. Your assistance in this matter would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-28

Rockaway, NJ

False statements or representation

Debt collection: Mortgage debt

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

Timely Response

2018-09-28

San Diego, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, My name is XXXX XXXX and I'm not sure if I am in the right category of complaint as there was no exact option. I have a major complaint against my Loan Servicer, LoanCare ( XXXX XXXX XXXX XXXX XXXX specifically ). I've called them and emailed them over 8 times in the past 3 months to try and get my PMI removed as I have enough equity in the property and have passed the FHA length of stay guidelines to do so. All I need is an appraisal. This should be very easy! I've sent 3 emails via my online portal about removing PMI, each time I follow up within a week or two and they say they can't find anything after transferring me to 3 departments. Every call is at least 45 minutes in length. This should be a federal crime as I'm trying to get an appraisal to legally get my PMI removed and they don't have the infrastructure in place to support this and are essentially stealing my {$500.00} plus a month by not contacting me back. I am completely unsure of what to do next, please take action against this atrociously run company. 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

2018-09-28

Forked River, NJ

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

2018-09-26

Foothill Ranch, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On or about XX/XX/2018 I had missed my most recent local home tax bill. I planned on paying it and knew it would be late ( one other time this happened and I paid late plus penalties ) Then I get a letter end of XXXX stating LoanCare paid the taxes and someone would be in touch with me. That never happened. I received a letter mid month stating my mortgage would go up {$1600.00}. almost double what I pay and have ever paid on any house I have owned. To date I have phoned over 15 times ( hold, put in a call back appointment-no call back, written emailed etc ) I have tried calling as of today 5 times the phone answering system is not working keeps pushing me out or not recognizing the numbers you push to move forward ( push 2 for this put your ssn in etc ). I CAN NOT afford {$1600.00} added to my payment and NOR should I have to. have sent notification I will pay the amount they paid on my behalf and I want my house payment back to the {$2100.00} ( or less if they can and I know they do lower ) for XX/XX/XXXX payment. There was ZERO notice and ZERO replies back to resolve this. Please help me with this complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-26

Hillsborough, NJ

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

2018-09-25

Chandler Hts, 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

2018-09-24

Nyc, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I tried calling my loan servicer " LoanCare '' - A service link company. I had previously asked them via request on their website to provide me records of my XXXX interest forms for XXXX and XXXX. They advised I needed to go to the old servicers and ask the previous servicers to provide those statements. This was misinformation as the previous servicers ( XXXX, XXXX, XXXX ) advised that all record of my account was purged and all documentation was migrated to the new servicer. I called LoanCare and advised them of this on XX/XX/XXXX and they advised me to submit another online request. I asked to speak to a manager and was put on hold for 15 minutes. After that hold, I was told a manger was not available and would call me back. No one ever called back. On XX/XX/XXXX I called and spoke with a manager XXXX XXXX. I advised of my situation and she advised that I would have to reach out to the prior servicers. I advised that I had tried that to no avail, and that as my current servicer, it was their responsibility to service all aspects of my loan, including providing me with historical documentation such as XXXX forms. I advised I was getting frustrated and would file a complaint with the CFPB. After I mentioned I might file a formal complaint, she advised her team could research and track down the prior XXXX for me from the other servicers and that I should expect a response within 5-7 business days. I didnt bother asking why they all of the sudden where willing to help me when I mentioned that I would file a complaint to the CFPB. If they had the ability to do this the entire time, why couldnt they just have helped me from the start? I spoke with XXXX XXXX on the 7th business day. She was helpful to the best of her ability, but it seemed like she did not quite know when the request would be completed I advised I would follow up on XX/XX/XXXX and then did so. I again spoke with XXXX XXXX on XX/XX/XXXX that they were waiting on prior servicers to deliver the forms to them, but was unable to answer when that would be completed. I'm in desperate need of my XXXX forms so I can file my taxes, but LoanCare/other prior servicers seem to be unwilling/unable to work with me to provide those forms. I would like to note, I think this is an issue with the overall servicers ability to complete my request. XXXX specifically has been as helpful and willing to assist as anyone could expect her to be. I am now asking for CFPB intervention in hopes to finally get the documentation I need. Please help. Additionally, if possible, I am requesting that my loan be service transferred outside of the service link family of servicers to a more organized, more ready to assist servicer. Please feel free to reach out 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

2018-09-22

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I sent a XXXX payment to these people on XX/XX/2018. For my XXXX mortgage. It was cashed by them on XX/XX/2018. And they are saying they never received it. I sent proof of the payment by sending a copy of the check and a copy of my bank statement from XXXX. They are saying they never received it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-20

Huntingtn Bch, CA

Struggling to pay mortgage

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

2018-09-20

Centralia, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: A payment was made to XXXX XXXX on XX/XX/18 that they forwarded to Loancare on XX/XX/18 with the sale of our loan to loancare. This was not credited to my account until XX/XX/18. I paid Loancare on XX/XX/18 by phone. This payment was credited to my account, but for the previous month ; because, until XX/XX/18, they had not credited the previous payment from the previous bank ( XXXX Bank ) to my account. On XX/XX/XXXX, I sent an automatic payment from my bank in form of check to Loancare. They cashed it on XX/XX/18 and did NOT credit it to my account. My account shows 30 days past due and is reporting negatively to my credit record. My husband and I have been calling Loncare for nearly 3 weeks and they still will not credit our account or correct the negative reporting, despite proof of all payments being sent to them. They sent notice on XX/XX/18 threatening foreclosure on our home. I have sent every document that they have requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-20

Birmingham, AL

Incorrect information on your report

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

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

Timely Response

2018-09-19

Lansing, MI

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response