LoanCare, LLC

2018-09-19

Newnan, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been working with my loan company for over 8 months trying to get them a complete loan modification packet. I have sent them numerous times the documents that they are asking for and even placed a sale date because they advised they never received them. I had to file bankruptcy in order to stop the sale because I don't want to lose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-18

Bolingbrook, IL

Attempts to collect debt not owed

Debt collection: Mortgage debt

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

Timely Response

2018-09-18

PA

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

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX To Whom it May Concern, Im writing because I have a major concern with an issue with your servicing of my loan and reporting to the credit bureaus ( specifically XXXX I believe ). I previously had a mortgage in which you serviced ( loan # XXXX ) that was paid off in XXXX of 2017. I have recently applied for a new mortgage and was told that I could not qualify as I had three 30 day lates on my this mortgage dating XXXX, XXXX and XXXX of 2017 ( see attached credit report page ). This is an obvious mistake as Ive never been late with my mortgage let alone any other bills, and I need this rectified as soon as possible. I have provided proof of the XX/XX/2017 mortgage payment. In XX/XX/2017 we sold the house and received a payoff statement ( also included ) that included XXXX payment ; the closing occurred XX/XX/17 ( which is also attached ). So logically if the payment is due XX/XX/17 there is no way it could be 30 days late ( this isnt even including the 15 day grace period your company provides ). Obviously the XX/XX/2017 30 day late is completely false as the mortgage was paid off XX/XX/17, so Im unsure how that is even possible. I have tried several times to speak with customer service reps in your office who have told me they do not have any access to my loan as it has been archived, which seems ridiculous to me as the loan was closed less than 12 months ago and you reported the late payments to the credit bureaus only recently. I work in finance and soft pull my credit report randomly and did so not more than 2 months ago prior to searching for a new mortgage/house and the late payments were not on there so this happened recently and Im unsure why they would appear just now as the supposed late payments were from XXXX. I understand mistakes occur in business, but I need to have this reconciled as quickly as possible as I need to get new housing as I dont have any other options. I was very surprised to see these lates show up and obviously they greatly affected my credit score. Please let me know whatever else you need from me or what/if anything I can do to expedite this reconciliation. I need documentation from you verifying that there were no late payments as quickly as possible and then I would need you to contact the 3 credit bureaus indicating the same to have these lates removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-18

California Conservation Cent, CA

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

2018-09-14

WI

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I was in a severe car accident back in XX/XX/2016. Due to injuries I could not work nor make my mortgage payments. We filed for mortgage assistance and refiled and refiled for 2 years. For 1 year they told us to pay a forbearance plan. Then they denied us for assistance and stopped accepting mortgage payments. We told them we could make the full payments and they told us to just pay 75 % of the payment. They then stopped accepting payments unless the total pass due was played in full. They sent us a pre foreclosure notice so we panicked and sold the house. Multiply times we asked what our payoff was and they told us a specific number. Then we get to closing and there's a charge for an extra XXXX dollars that was not previously discussed. They had no answers for us when we disputed it. XXXX XXXX is the lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-12

San Jacinto, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX, Loancare LLC withdrew my mortgage 3 times, {$2600.00} the first 2 times, and {$2400.00} the third time. This issue was eventually resolved but had a ripple effect across the rest of my bills, as I am currently not able to afford 3 mortgage payments. Over the course of the next year, Loancare would not withdraw the funds on or about the desired date, in some cases waiting until past the due date, in which case they would turn off auto pay, add a late fee and then contact us. In XX/XX/XXXX, we refinanced with them to lower the percentage rate. We had auto-pay set up from the get go, but in XXXX we were notified that they do not use auto-pay so the payments we not pulled. Furthermore, when looking into our Credit Report it came to light that Loancare kept our original mortgage on file, so when we called we were told we had two payments per month to make. We made XXXX and XXXX 's payment, but in XXXX when I called to transfer my payment I was told they would not accept any further payment unless I catch up in full for the months of XXXX, XXXX, XXXX, XXXX and XXXX. My bank, XXXX, is tracking ACH transactions in XXXX and XXXX which withdrew the payments, as well as multiple additional attempts to pull money each month. When I addressed the issue with Loancare, they told me they had no records of the XXXX/XXXX payments and I needed to contact XXXX, which I did promptly, leading to a conference call between myself and the two companies. Despite XXXX explaining that they had proof that Loancare had already pulled the payments for XXXX and XXXX, Loancare is insisting that they never received the payments and I must catch up in full. This is causing me to take a Loan out on my Thrift Savings Plan to catch up with the hope that they do not lose this as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-12

Cocoa, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan servicing company received my loan in XX/XX/XXXX from the seller of my loan. The new company is XXXX servicing being serviced by Loancare, A service link Company, XXXX XXXX. On XX/XX/XXXX My homeowners insurance was canceled due to nonpayment. I spoke with Loan care on XX/XX/XXXX and they advised they did not get an invoice from the insurance company and therefore did not make a payment, but they refunded me money because my escrows were overpaid. When I spoke with Loancare they advised they would send the payment in that week. XX/XX/XXXX I received a letter from Loancare wanting proof of homeowners insurance. Weird because they paid my insurance. No not weird they never paid my homeowners insurance that was being escrowed. When I called in they advised I never notified them who the insurance company was so this was my fault. The information was with the mortgage company that sold the mortgage to them, I would think that all necessary information would transfer over to the new company. Per Loancare the information does not transfer over and it is the homeowners responsibility to be burdened with this matter. I demanded to speak with a supervisor or manager and they said I would only get a call back from one in 24-48 hours. There is never a manager available to speak with at this company. After two days on the phone and quite a few hours my homeowners insurance has been cancelled for 45 days and the loan servicer has my money that was designated to make this payment from my escrow account. The worst part is this is the second time I have had to request they make this payment in the 45 days and is unacceptable that it was not done as required by contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-12

Cou Falls, IA

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

2018-09-12

Jupiter, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We required a repayment plan last year due to Irma Hurricane. My last payment for this plan was in XX/XX/2018, I called on XXXX and ask if everything was good with my Loan but the service agent told me " I do not what happened but we have to put your account on a new repayment plan for 3 months, XXXX, XXXX and XX/XX/2018 ''. Then, in XXXX, my account will be current. I made my payments and called again on XXXX to verify it, but one more time another agent told me, " I see something unusual on your account, let me double check '', I agree with her ... On XX/XX/XXXX, I spoke with tow different employees over there, both of them told me " yes off course, WE ( Loan Care ) made a mistake, allow us 3 or 4 days to resolve it. Loan Care should move my payments because my money was sent I do not know where ... On XX/XX/XXXX one agent told me " Your account will be current, next payment will be on XXXX '' I ask her for a confirmation letter with this information and she said " yes, I am going to send it to you on XX/XX/XXXX ''. Since Monday XX/XX/XXXX, I have been calling her but she never answered my calls. Now, after 2 hours on the line with another agent, she informed that I have money available as Escrow for {$1400.00} but first, I have to pay {$550.00} to put my account current. I need that Loan Care move my money from escrow to cover the {$550.00} and put my account current. Loan Care never informed my about any situations, they have a different answer each time that I call them, nobody knows what happened and the solution is the same : you are late with payments. I did not ask send my money to escrow so why I have to resolve the situation paying more money without guarantees that my account will be ok. My credit is being affected for this situation. At this time I lost all the confidence I had in that company and I do not want to make another payment without make sure that my over payments will be returned 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

2018-09-12

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

2018-09-12

Fontana, 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

2018-09-10

TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Beginning XX/XX/XXXXof this year my house payment was increased nearly {$1000.00} per month ; from what I am being told it was due to escrow shortages from a property tax increase. I have spent the past two months attempting to obtain a partial release to sell off a portion of my property to compensate for the property tax increase that I will not be able to continue paying much longer. I was initially told that it would take 30 days to process, then told 60 days, then 120 days, and now that they do not know how long it will take. I have requested a number of times to speak with the special loans dept to clarify and to find out if they need anything else from me, but I keep being told that I can not speak to anyone in that dept and that I would receive a packet in the mail. I have not received anything in the mail and it has been months. I spoke to the loan guaranteerer about my situation and he said to speak to the escrow dept of my servicer to spread out the negative equity while I await the partial release. I called loancare ( the servicer ) and again was told that I can not speak to anyone in that dept and to write an email. I sent the email request and have had no follow-up from loancare. I have never been late on a payment and am working hard to maintain my end of this contract, but a near {$1000.00} month increase in my payment is ridiculous. I can not seem to get any assistance from loancare to help resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-08

Manassas, VA

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

2018-09-06

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

2018-09-06

Fort Lauderdale, FL

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

Untimely Response

2018-09-06

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I requested cancellation of PMI in XX/XX/2018. The company never responded. I have since repeated the request three times and did not receive a response. Finally, I spoke with a customer service rep on XX/XX/2018 and was informed the request was denied in XX/XX/2018 due to the home losing value. The value was never changed on my account website and I was never informed. I was also informed by the CSR that there was no direct line of communication with the private insurance department, and was given little detail regarding why my home was perceived to lose value. Using public XXXX, my home has 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

2018-09-05

Shadow Hills, 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

Untimely Response

2018-09-04

Chicago, IL

Incorrect information on your report

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

Account status incorrect
Complaint: Hello, In XX/XX/XXXX I made a payment that was past the due date, and Loancare, my mortgage servicing company, reported to all three of the credit beaureaus as 30 days late. I was not 30 days late according to their own statements which they sent me and I have attached.The statements themselves say, and I circled this " include a late payment of {$100.00} if paid after XX/XX/XXXX ''. Meaning I am not late till after this date. My payment was not 30 days late, but marked as such. This 30 day late has significantly hurt my credit score and my ability to refinance my home. I attempted writing Loancare a letter, which is what they suggested I do after I called them and have not received a response. Lastly, Loancare took over the servicing of my account from XXXX XXXX XXXX at the end of XX/XX/XXXX just before this incident. This was a poor transition and I never received any information from Loancare instructing how payments and late payments would be handled going forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-04

Liverpool, TX

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My number is in an auto-dialer for XXXX XXXX XXXX. I have called to resolve and unable to. They are telling me I do not have a loan with them, which is accurate. However, for the last many weeks I am getting nearly daily calls from an auto-dialer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-04

Salton City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been in communication with my lender, LOANCARE regarding options to avoid foreclosure. I submitted documents to be review for loss mitigation. On Friday XX/XX/2018, I was informed that the lender had denied my application because they felt I could not afford my mortgage payment, I asked a representative if I can appeal the denial because I do in fact make more than enough to resume making my mortgage payments again. I was informed by the representative on behalf of LOANCARE that the letter was generated on Friday XX/XX/2018 and mailed to me and that due to that, the sale has been activated for tomorrow XX/XX/2018 and they intend to move forward with the sale without giving me the opportunity to appeal it. My application was denied on Friday, Monday was a holiday ( XXXX XXXX ) and today is now Tuesday, which has left me with one business day to figure out my options, how is this fair? My Homeowner Bill of Rights have been violated, I was refused the right to appeal well within the means of the denial and I was never assigned a designated point of contact with 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

2018-09-03

MA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Our mortgage servicing was transferred to Loancare in XX/XX/XXXX. We have had our mortgage for 5 years and pay via EFT. Since transfer of servicing, our payments have not been applied on the day they were received by the Servicer. ( See Enclosure " B '' for detailed schedule of delays ) We called Loancare several times and contacted them via their website twice and could not receive an explanation as to the delay or resolution. On one occasion, we were told by a Loancare employee that Loancare had no obligation to apply our payments until they process them, no matter when they are received. One of our online contact attempts was closed without answer. Receiving information was impossible via the means usually relied on by consumers. We sent a formal letter of discrepancy asking for resolution. ( See Enclosure " A '' ) We received a response from Loancare dated XX/XX/XXXX stating that because our EFT payment has the prior loan number attached, they did not and will not apply our payment on the day they receive it. Instead, our payments have been and will be applied on the day that a Loancare employee looks up our loan number. ( See Enclosure " C '' ) We believe Loancare is in violation of CFPB rule 15 USC 1639f ( a ) and/or any other rules that apply to the proper crediting of mortgage payments received by a mortgage servicer. 1-Loancare has confirmed the dates of our payments are known to them 2-Loancare states they will not apply our payments on the day they are received but only after an employee looks up our mortgage number. 3-This gives Loancare no impetus to look up mortgage information for such payments 4-We do not agree with Loancare holding our funds as theirs and not reducing our mortgage balance while they look up a loan number. 5-We have taken reasonable steps to identify the error and were only able to receive meaningful information after sending a letter of discrepancy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-02

Stafford, VA

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

2018-08-31

Bridgeport, CT

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-31

TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/2018 I was contacted by a male who stated he worked for loan care and then asked for my SS # and Phone password. I asked whom was calling. The individual then became rude and stated, " Ma'am I'm calling from your mortgage company and I'm pretty sure you've had to answer these questions before. What is your SS # and phone password? '' I replied, " No sir I have not had to answer these questions before and I'm uncomfortable giving out that information without knowing what this is about. '' He stated, " You can call back and get the information. '' I immediately went online to view my mortgage status as I believed the gentlemen to be a scammer based on his general rude and demanding demeanor. Not to mention I have never been contacted by mortgage company via phone before. I have always made my payments online and on time. Any prior communication via phone as been initiated by myself. Upon reviewing my account I noticed it showed that I had not yet made my XX/XX/2018 payment. I have attached both a copy of the email from my mortgage company, Loancare, and my bank statement showing that I had made my XX/XX/2018 Mortgage payment and it cleared my bank account XX/XX/2018. I would like to also point out that on Loancare 's email they have me making a payment of {$1500.00}. However, you can see by my bank statement that the payment made was in the amount of {$1300.00}. The difference in actual paid amount and what email Loancare is further evidence of Loancare 's deceptive trade practices. I called to find out what was going on and was told that I was a month behind on payments. As I spoke with the gentlemen reviewing my account he told me I never made a XX/XX/2018 payment. ( please see my bank statement as proof of XX/XX/2018 & XX/XX/2018 ). I tried to have the company review my account. However, each individual I speak to continues to read only what they see right in front of them instead of reviewing my account realizing their error. I need immediate assistance as this company is getting ready to put this bad review on my credit report. Any help would be greatly appreciated. Thank you, 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

2018-08-30

Hillsborough, NJ

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response