LoanCare, LLC

2018-08-29

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

2018-08-29

Las Vegas, NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I fell behind on my mortgage after losing my job. I was forced to file bankruptcy, however I wanted to save my home. Loancare has evaded and blocked me from applying for assistance now since the beginning of 2016. I hired an attorney to help me deal with Loancare and they have been calling Loancare now for over two years. Loancare has told my attorney my loan had bankruptcy codes on it and they could not review me. This is even though my bankruptcy has been discharged almost two years ago. They then told my attorney the reason the bankruptcy codes are not removed was because they needed for my bankruptcy case to actually close. My bankruptcy attorney says there is no reason Loancare can not review and modify my loan. Loancare advised until the bankruptcy case was closed, which takes about a year they couldn't do anything. Finally my bankruptcy case was closed and my attorney applied for assistance. Loancare sent my attorney the attached letter denying the modification application with no reason. They claim the owner of this loan does not allow them to modify the loan. My attorney has a very experienced underwriter who actually deals with loan pool servicing issues often and he says this can not be true. Loancare should contact the investor and ask for permission. The constraints Loancare is talking about are old and those barriers are no longer in place. In addition, guidelines call for the servicer to make an attempt to contact the servicer to ask permission and Loancare has not attempted this. They simply have evaded review now for over two years and now want to foreclose my home after doing so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-29

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have reached out to the company for over a year now in reference to this issue and have been told on numerous occasions and by different individuals that either the error would be corrected or someone would give me a call back .. neither of which has happened. There is an Amount of {$510.00} that has shown on my Monthly Mortgage Statement under Total Fees and Charges for over a year now. It reduces my Monthly Amount Owed by that said amount, but I have been told that it is not a Credit. If it is in fact a Fee, what is the explanation of the fee and why does it " decrease '' my Monthly Payment vs. " Increasing '' my Monthly Payment. Please have this item corrected, so that my Monthly Statement can reflect a correct Amount Due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-28

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

2018-08-28

Fort Worth, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I contacted the loan servicer Loan Care in XX/XX/2018, to inform them I was recently laid off. Even though I was not and have never been behind with my payments I was referred to loss mitigation. The agent told me I would have to submit a package to loss mitigation. I submitted it and was approved for a 12 month forebearance. I was told my mortgage would be {$390.00} for 12 months then I would be expected to pay the difference in my reduced rate to bring escrow account current which would be about {$12000.00}. They sent me a packet, I read over it and called back to let them know I would not do anything like that because it would put me in a bad situation and cause me to lose my home. They asked me to submit a request to deny forebearance. I faxed over my request on XX/XX/2018 to stop forebearance. My payments were paid in full monthly. Today I went online to pay my mortgage only to find they have set me up on a repayment plan without my authorization. I talked to XXXX and team manager XXXX today and asked them who authorized forebearance? They couldnt tell me. The website stated I owe {$170.00}, but my statement sent via USPS said I owe {$1500.00}. I told XXXX I needed clarification as to who authorized forebearance and what is happening to the monthly payment we are sending? He couldnt explain. I further explained to him I wanted answers quickly. Because they have sent me letters alluding to foreclosure even though we have never been late. Please assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-28

Barnegat, NJ

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

2018-08-28

Sarasota, FL

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

Mortgage: FHA mortgage

Complaint: Due to hurtican IRMA ( in fed declared disaster zone ) I spent more than expected vacating & repairs. I am a XXXX female. FHA assisted with a modification which was ratified on XX/XX/2018 with trial payments thru XX/XX/XXXX. Each payment was made in advance. During this time i was sent SOMEONE ELSES LOAN DOCUMENTS. I informed LOANCARE and was sent my papers. These wete returned notarized but apparently ate getting shuffled around between XXXX XXXX ( processor ) and whoever is thhe new pt of contact ( old is XXXX XXXX loss mitigation ). Because this was disaster related the 1st 90 days was extended another 90 days - in forbearance NOT TO. BE REPORTED LATE TO CREDIT BUREAUS. There are continuous errors reported to credit bureau and promises to fix over & over again. These are unfair practices in collections. 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

2018-08-27

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company, LoanCare, has failed to pay my property taxes. I have called multiple times since last year. I was told on XXXX different occasions that the issue was resolved. Now there is a tax sale lien on my property. I have attached a letter I am sending them as a last resort that includes all the details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-26

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My wife and I recently went through XXXX to get our loan servicer, Loancare llc, to cancel our PMI. We submitted a written request for cancellation XX/XX/XXXX via email. An automated email response was sent informing us our request was received and we would be contacted by an representative within 5 business days. We did not hear from anyone until we received a letter in XXXX again acknowledging our cancellation request. The letter explained the requirements to qualify for PMI cancellation, which included a new appraisal at a cost of {$420.00}. We sent a check for {$420.00} shortly after, having still not heard from a representative. We finally received a call from loancare rep XXXX XXXX on or about XX/XX/XXXX, nearly 4 months after our request was submitted. XXXX asked for a non detailed list of property improvements and estimate of money spent. The list and estimate was provided XX/XX/XXXX. The rep responded XX/XX/XXXX stating that the quality of improvements was not enough to increase property value and our request was denied. Our response was incredulous. We knew this was incorrect based on the letter they sent in XXXX. It stated the requirements for cancellation and the property improvements and value added are to be evaluated by an appraisal. The loan servicer has no say in whether improvements are can raise property value enough to reach LTV threshold. That is the point of the appraisal. After we pointed out that her denial was inappropriate and wrong, XXXX went on to completely misrepresented the rules laid out in the XXXX XXXX Servicing Guide and eventually passed us on to her supervisor, XXXX XXXX. We had a principal balance of {$230000.00} and needed a new appraisal value of {$310000.00}. So we needed an increased property value of {$64000.00}. XXXX picked up right where XXXX left off and claimed the entire increase in value must come solely from money spent on improvements and not from market increases. XXXX repeatedly, and incorrectly, referenced Part B-8.1-04 : Termination of Conventional Mortgage Insurance of the XXXX XXXX Servicing Guide . When we made it clear we knew she was lying and we were not going to be misled she stopped communicating. She did not respond to emails from XX/XX/XXXX to XX/XX/XXXX. We repeated our demand for the appraisal on XX/XX/XXXX. She finally agreed to order our appraisal on XX/XX/XXXX but continued to claim it would be denied. Our appraisal was completed and the report came back XX/XX/XXXX. It appraised for {$340000.00} and our PMI was cancelled immediately, thus proving they had been lying the entire time. They lied and delayed our appraisal hoping we would give up. They used unethical and fraudulent tactics to delay the process for 10 months when it should have taken one. This cost us $ XXXX/month in PMI premiums for 10 months. Thats {$3000.00} that we should not have had to pay and we should be reimbursed every dollar.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-24

Scranton, 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

2018-08-22

Sm, KS

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

2018-08-21

NV

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
Complaint: Loancare continues to report my information to the credit buro as Foreclosure proceedings started to XXXX into the month of XXXX. I sent a letter to the credit buro asking for recognition of foreclosure rescinded, including court print out and this has been ignored and Loancare has confirmed inaccurate information bringing yet further damages to my well being and financial situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2018-08-21

Santa Barbara, 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

2018-08-20

Davisville, RI

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

2018-08-20

South Florida, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: My EX-WIFE used my name, social security, personal finance information ( she would have had access to because of current alimony modification court proceedings ), to ATTAIN A " JOINT '' XXXX XXXX REFINANCE on HER home. I have no doubt she forged my signature ; this is something she does repeatedly, to include on tax paperwork. I have contacted the company XXXX XXXX in XXXX XXXX ) and am disappointed thus far by their slow reaction. I have also contacted XXXX to have this person 's home removed from my credit. I even included my divoce decree which clearly stated that I have no liability, responibility or ownership of her home. This was XXXX years ago. I have not seen, spoken to or had ANYTHING to do with this woman in YEARS. I have a legal " no contact '' order against her. Yet now I somehow " jointly '' own a XXXX year refinance with her?! HOW can a loan company be this open to fraud, deception, and ID theft?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-20

Lewisville, TX

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

2018-08-18

Fayetteville, AR

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

2018-08-18

Mountain View, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We purchased our home on XX/XX/2018. We had enough money to put down 20 % and avoid PMI. The closing process required two site visits by an appraiser, the last of which was completed on XX/XX/2018. During the mortgage application process, the value of our home decreased by {$2000.00}. Our lender told us that if we still put down 20 %, our closing costs would increase by {$900.00} from the original quote we received. We were told that instead, we should put down 19.5 %, save on closing costs and pay one month of PMI. After one mortgage payment we were told we would reach the 80 % LTV required to cancel our PMI. We made our first mortgage payment timely on XX/XX/XXXX and attained an LTV of 80 %. On XX/XX/XXXX, I called LoanCare to request cancellation of our PMI. I was told that I would have to pay PMI for 2 years before requesting cancellation. I researched the Homeowner 's Protection Act of 1998 and confirmed that we met the requirements to cancel PMI. So, I emailed Loancare to provide an official written request to cancel my PMI on XX/XX/XXXX. I received an automated reply that assured me a customer service representative would respond within 5 business days. On the seventh business day, I had not heard anything, so I called LoanCare. I spoke to someone in customer service who told me that my request had not been completed yet, but someone would be in touch within 3 business days. I called back on XX/XX/XXXX and I was told that someone would respond to me by XX/XX/XXXX. On XX/XX/XXXX, I received a letter from Loancare stating that I met the LTV but I needed to pay {$100.00} for a BPO before my PMI could be cancelled. I called Loancare on XX/XX/XXXX to ask if they would accept my appraisal, which is much more in depth than a BPO and was completed less than three months ago. They told me no. I asked why I would be required to pay for a BPO when I had a valid appraisal and they told me it was not their requirement, but my mortgage holder, XXXX. They told me to call XXXX, so I did. On XX/XX/XXXX, I spoke to a XXXX representative and told him my challenges. He told me the policy was not XXXX XXXX, but it was instead Loancare 's policy. I have tried to understand the policy related to cancelling my PMI. I have been patient and I feel like I'm not getting anywhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-16

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: well I called my Mortgage company to see why my monthly mortgage payment has increased from XXXX to XXXX they said it was because I needed a certain amount of money in my escrow so they put money in their for me with the money they got back from my old Mortgage insurance company. When they dropped me. This is not true. Because when I called safe point insurance company they said nobody from XXXX ever contacted them. But it was me that decided not to continue my mortgage company insurance with safe point. The forced insurance enforced by XXXX is XXXX annually. divided between 12 months. first when the first enforced the insurance the Mortgage bill only increased to XXXX. The Amount that XXXX Employee XXXX Employee number XXXX gave me was XXXX. She said they sent this amount to XXXX XXXX XXXX XXXX. and safe point insurance company sent them back XXXX as a refund. Safe point insurance company said they never received a dime from XXXX. Another complaint I have is that they changed my original due date due by XX/XX/XXXX to due by XX/XX/XXXX. They told me my original agreement would not change. They also reported the wrong amount due on mortgage to credit bureau. the stated i oue XXXX when on the statement I oue 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

2018-08-15

MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Our house burned down in a fire in XX/XX/2018. We notified Loancare of impending insurance investigation right away. We were told the load would be put on hold until the insurance would be taken care of. We requested the Payoff statement from loancare for our ins provider on XX/XX/18. We had to request another on XX/XX/18. We forwarded all the info to our insurance provider for payoff of the mortgage on XX/XX/18. Our ins provider sent them the check right away. Loancare deposited the ins check on XX/XX/18. We called Loancare repeatedly from XX/XX/18 through XX/XX/18. to make sure that this loan was taken care of. We were continually put on hold at times over an hour. the agents told us that they had received the funds and it was being processed. On XXXX the agent my wife spoke to was Mrs XXXX and she said the mortgage payoff would be applied backdated to XX/XX/18. This would have been within the timeline for the total payoff amount statement. On XX/XX/18 We were called and they requested us to sign a form for release of the mortgage funds for payoff. We signed it right away and faxed it right back to them. On XX/XX/18 Agent XXXX XXXX Called my wife and said everything looked good. My wife received a call from Loancare on XX/XX/18 they told my wife they were from collections and if she did not make an over the phone payment of XXXX they would not be able to close out the loan. After repeated calls to loancare put on hold and calls disconnected. We were able to get through on XX/XX/18 my wife spoke to XXXX who said she would look into what was going on and call us back. On XX/XX/18 my Wife spoke with XXXX who told her everything had been transferred to their Insurance Dept for approval. On XX/XX/18 I was able to get through to loancare rep who told me there was nothing that they could do as this was sent to the claims dept. I called back on XX/XX/18 and XXXX who transferred me to XXXX who put me on hold for 30 min. When she came back on the line she told me the payoff funds were accidentally sent to the insurance claims dept instead of applied to the loan. She told me this would be fixed and everything would be cleared up. Called back on XX/XX/18 I spoke with XXXX who told me he was the collections manager. i explained about the extra payment they charged my wife over the phone on XX/XX/18. He told me this would be cleared up within 48 hrs. And that the extra {$200.00} would be sent back to us. He also said our Escrow account had XXXX and this money would also be released back to us. Loancare reported to the Credit agencies that we had missed payments on this loan. We have never missed a payment. I did file a dispute with the credit agencies. some of which has been taken care of. They still show a missed payment over 35 days that never happened I have filed another dispute to get that cleared up. We recieved a check from Loancare for XXXX on XX/XX/18 in the amount of XXXX. i called Loancare about the difference in amounts and was told by them the amout of XXXX was deducted for late payment. I asked what late payment and was told the payoff did not acure until XX/XX/18. I asked to speak to the manager and was given to a team leader She told me that I have to pay them until the Money is finished being applied to the Payoff.. I am so frustrated with this company. I feel they have stolen the XXXX payment the convinced my wife she had to do. They then stole another XXXX out of my Escrow account and told me this is the way its done. I filed dispute with their Complaint dept. We received a call back from them XX/XX/18 and were told we were charged the XXXX because we did not send in enough money to pay off the mortgage in full. The money they received for the pay off was the amount they told us to send in and it was received by them in the payoff period. Please let me know if there is anything That you need from me to help clear this up. I have notes and paperwork to back this all up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-14

MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage loan was sold from XXXX XXXX to Loancare starting XX/XX/18. I made XXXX 's payment with XXXX XXXX on XX/XX/XXXX which they state has been transferred over but Loancare still says they have not received that transfer. I have been going back and forth between both companies trying to figure out what I can do to resolve this issue. They both kept telling me not to worry because I have a 60 day grace period before the payment is actually considered late. I have 15 days left until that 60 days is up and neither company have resolved anything. I have sent proof of payment via e-mail and talked to a manager at Loancare. The last thing I was told to do from Loancare was to get a print out of my transaction with XXXX XXXX from my bank for the payment made on XX/XX/XXXX and then send that via e-mail. That has been done and I am now waiting on a response. I ended up making a mortgage payment for the month of XXXX as well as XXXX on XX/XX/18 because I don't want any payments to be late. I have now made 4 payments for 3 months. I took out roughly 3,500 out of my savings just to make these payments for XXXX and XXXX since nothing has been resolved regarding the payment I made for XXXX on XX/XX/XXXX. I have been dealing with this for about a month and a half now and have definitely been losing sleep over it because I feel like there is nothing I can do. My XXXX levels are at an all time high because I have been working on building my credit for a couple years now and would hate for a payment to be considered late which is why I ended up just making the two payments on XX/XX/18. All I want to do is make my mortgage payments on time which I am fully able to do. It should not be this hard and stressful to make a payment on time. Every time I call either company I am being treated like I am trying to get by with something and everyone keeps telling me to not worry about it and that it will get resolved. I am very disappointed that neither company can figure this out and that I feel like it is up to me to correct this issue that is between them. This is very discouraging considering this is my first house I have ever owned and finding out THIS is what I am going to have to deal with from now on. I have had to take time away from my job several times to sit on the phone with both companies on many different days. This has caused enormous stress in my life that is not deserved. I can't wait until this is figured out if it ever will be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-13

Wesley Chapel, FL

Incorrect information on your report

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

Account status incorrect
Complaint: LoanCare/XXXX XXXX company placed my mortgage under bankruptcy that was discharged on XXXX. I have paid on time since opening the loan in XX/XX/XXXX. I have talked with them several time and they refuse to report my on time payments since XXXX. I did not include my mortgage in the bankruptcy but they say it doesn't matter. They said they will never report my payments to the credit bureau 's. I can't refinance for two years so i'm losing valuable info on my credit reports monthly. Also I am a XXXX XXXX XXXX XXXX XXXX XXXXXXXX veteran.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-12

NV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Since my first written complaint to Loancare LLC regarding their lack of ability to lawfully service my loan, the disturbing Phone Call where I attempted to make a payment but was denied the ability to do so and subsequently had my contact information, without my consent updated to XXXX. In which I complained that I DO NOT get my statements, Loancare LLC has seemingly once again violated the regulatory period, willfully ; and in an ongoing abusive manner in which true emotional trauma has been caused, in addition to catastrophic financial damage due to ongoing violation and harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-10

Bremen, GA

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: I've received numerous letters from XXXX XXXX XXXX, XXXX. I have no contractual agreements with XXXX XXXX XXXX XXXX. I've required LOANCARE, under the burden of proof, to show where we had a contract, or show where they have given me or my estate, XXXX XXXX, Estate, XXXX XXXX and they never responded. I suspected fraud. LOANCARE is now represented by XXXX XXXX, who is now attempting to collect a debt on behalf of XXXX XXXX XXXX XXXX. I DO NOT TO OWE ANY ANYTHING TO XXXX XXXX XXXX XXXXXXXX, NOR DO I OWE ANYTHING TO XXXX XXXX. All of this attempting fraudulent claims against XXXX XXXX is against my will and consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-10

Fayetteville, NC

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