LoanCare, LLC
Consumer Complaints
There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.
Complaints Page 44
2018-08-09
Patterson, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I can not create an account to pay my mortgage I had an account, and suddenly I could not access the account I have called multiple times between XX/XX/XXXX and XX/XX/XXXX.
I was told multiple times by the company that the issue was resolved and it is not Their website will not allow me to create an account to pay my mortgage and I do not believe the company is being honest I have been told many times I would be contacted within 48 hours, and not a single time did this occur, I have had to take the initiative to call back every single time I have been told trouble tickets have been submitted, only later to be told by another Representative there is not trouble ticket I have all of these conversations recorded and dated I am attaching the error I always receive after going through the process of creating an account Also, a lower priority, but their website has many issues.
For example. and you can look at XXXX XXXX XXXXXXXX, you have to perform the captcha 4 to 10 times for it to work correctly This website prevents people from getting information on their loans and paying them by not working correctly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-08-09
DC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Below is the letter that I sent the company describing the issue regarding payment fees : To Whom it May Concern : Paying your bills on time is a must in America. What is foul is that you charge individuals after the XXXX of each month. The usual terms in a mortgage is that you must until the XXXX of each month to pay. It is the XX/XX/XXXX and XXXX XXXX applies that it's ok to charge people via the phone or the website. The only ways to avoid these charges ( $ XXXX- {$12.00} prior to the XXXX of each month ) is to do bill pay thru my Bank and or mail a check. This is not XXXX 's, its XX/XX/2018. The methods that are convenient for consumers and your company has a toll. Thats between $ XXXX- {$140.00} annually just because my loan was sold another loan company. As a consumer I have no power over who sells my loan.
When I first used the phone payment, it takes two business days. Thru my Bank it's going to take 5 business days. I contacted LoanCare via phone and talked with XXXX XXXX XXXX. I communicated with her regarding the issue and she even told me that her loan ( Different Loan Company ) allows payment without extra fees prior to the XXXX. XXXX XXXX is an asset to your company because she explained the issue and it basically over her pay grade. I'm contacting the Consumer Financial Protection Bureau to voice the issues. Check what XXXX says about your website. Stop stealing from hard working Americans that understand the value of paying their bills on time.
Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-08-09
MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am owed a refund on Escrow from loancare, I still havent recieved my check and the email doesnt go through to them. When i talk to a customer service rep I am told it will be escalated. this has been going on since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-08-07
Imperial Bch, CA
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
2018-08-06
CA
Incorrect information on your report
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have a charge off with XXXX XXXX for my home equity loan. The account is charged off and closed, it was sold to Loan Care in XX/XX/XXXX, you can not report a consumer late when an account is charged off and closed. The last statement I received from XXXX XXXX aka XXXX XXXX XXXX now XXXX and now its subsidiary Loan Care LLC was XX/XX/XXXX.
Presently, XXXX can not produce a copy of the assignment of Note from XXXX to Loan Care, even if XXXX is a parent company all their assets and liabilities are separated, that said, an Assignment of Note must be executed to validate the debt.
It has been well over three months that I have tried to negotiate the bad debt with Loan Care, I do not get any return calls from the new representative, XXXX XXXX or status from Loan Care. I ask to settle this account for {$25000.00}, because it is close to reaching California 's Statutes and Limitations to collect the debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-08-06
Discovery Bay, CA
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: On XX/XX/2018, I received a payoff fax for a home equity line of credit which I requested from LoanCare. I sent a check for the amount stated on the fax to pay off this home equity line of credit. LoanCare cashed this check on XX/XX/2018.
Presently I have not received a cancelled promissory note, a mortgage release, a recorded deed of reconveyance, and final statement that the loan has been paid in full.
On XX/XX/2018 I have called LoanCare as to the status of the paid off loan and the items mentioned above. At that time, the speaker could not trace the check and did not seem to know what happened. I was told to email a copy of the check as LoanCare would look into this and call me back. I emailed the attached items, and still have not received a call back or email as to the resolution of this.
XX/XX/2018, I emailed LoanCare again through their website contact page and still have not heard from anyone there.
LoanCare, however, is still sending me billing notices. I would like this resolved quickly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-08-02
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
2018-08-01
Houston, TX
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: I am trying to sell and close on my property and and contacted Loan Care for my payoff. I contacted them as well as the title company on XX/XX/2018. It is not XX/XX/2018 and they still have not provided the payoff information and after numerous attempts in contacting I keep getting the run around and no one seems to know why they can not generate the payoff information. Every person I speak to at Loan Care seems oblivious to the process and provides various answers as to why they do not have the payoff. I have already missed one closing date on a cash sale and about to lose another because of their incompetence. I have never had such a hard time requesting a payoff from a loan provider.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-31
Woodbury, PA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Hello, This concerns from the very start of my refinance with my broker to be assigned to Loan Care as my new mortgage company. I was told by my broker that Id be contacted where & when to make a payment to my new mortgage company. When I finally was given the information & paymentbook I was already almost 1month behind .this made a instant problem. Ive tried with many phone calls to try to resolve this issue but its never been a permanent fix & peneltys & interest continue to add Ive never yet been 30 days late only 29. Im a XXXX man XXXX early had a great state job. I now early retired my income is my retirement & Social Security XXXX. Making almost XXXX less than I previously did. I live now paycheck to paycheck the only solution Ive been given by Loan Care is to make up the difference when I can.that is no resolve for me as I said you budget is very tight. Meanwhile I get added fees & runarounds & rudeness by select employees when I have to call in my payment the last time I called I got no where I then asked to speak to that persons manager only to get no resolve I then asked for their manager to get a name to speak to of XXXX but discussed as every time I call I just decided to try this route to resolve this ongoing frustrating situation I hope this can be resolved its been going on for to long. Thank You.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-31
Arco, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XX/XX/XXXX I received my XX/XX/XXXX statement, however my mortgage increased by {$10.00}. Back in XX/XX/XXXX I received a statement of my escrow account which stated that we had a shortage and if we did not want our mortgage to increase we needed to pay {$180.00} which I paid by the due date and it cleared my account on XX/XX/2018. So I was surprised to see that my mortgage increased. I immediately contacted my loan company and spoke to a XXXX I D # XXXX to advise him of the situation. He informed me that their escrow department would not adjust due to the small amount. I explained to him that was not my problem that you adjusted wrong and that I complied with what I was given. I also told him you didn't even send out another notification informing us of your error you just adjusted my mortgage. With my mortgage payment being due tomorrow I don't know what to do. I can not afford to have my mortgage increase by any amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-31
Clarksville, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/18, we closed on our new home with XXXX XXXX as the lender. The 1st payment was due on XX/XX/18. About two weeks after closing we received a 1 page letter indicating that the servicing had been transferred to LoanCare and it gave the new location to send the payment ( it DID NOT indicate that there was a new loan # ). On XX/XX/18 the first payment was electronically delivered from our bank to LoanCare.
We began receiving calls from " XXXX XXXX '' requesting we return the call about XX/XX/18. We thought these were welcome calls, so we did not return until XX/XX/18 ( at which time we found out it was LoanCare calling on behalf of XXXX ). Also on XX/XX/18, our 2nd payment was sent electronically from our bank to LoanCare. It was determined, on the call that neither of payments were posted to our account. I was told I would need the transmittal to submit a research request ( even though they knew the date, amount and loan # it was submitted under ... they wouldn't do anything without the transmittals ).
On XX/XX/18, I emailed the transmittal to LoanCare and received an acknowledgement email. I immediately called and asked of the request to be expedited, I was told it could take up to a week. I heard nothing back by XX/XX/18. Why couldn't they post the funds then? ... They had proof of payment.
On XX/XX/18, I emailed the transmittal for the 2nd payment and called back. I called to expedite the 2nd research request AND for a status update on the 1st research request. Nothing has been done on the 1st request.
On XX/XX/18, I called back. Still nothing resolved. 2nd request had never been expedited.
On XX/XX/18, I called back. I was informed the 1st payment posted on XX/XX/18. No one called to inform me it had posted. Nor were the funds properly posted for XX/XX/18. Nothing had been done on the 2nd request.
On XX/XX/18, I called back. The 2nd payment had been posted to someone else 's account ... not ours. I was told it would be fixed THAT day and I would receive a call when the funds had been posted to our account on THAT day. I never received a call back on XX/XX/18 ( as promised by XXXX ).
On XX/XX/18, I called back. The funds were STILL not posted. The gentleman indicated that they were posting on XX/XX/18 ( the system showed they were already marked to our account but the posting had not completed yet ). Again, these funds will not be properly posted on XX/XX/18.
There is no reason LoanCare could not have posted the funds to my account the day they received the transmittals as proof of payment. There was no need to wait to locate the funds ... it was their error they were lost in the first place ( never received a welcome letter with the new loan # ).
On XX/XX/18, we are 1 day from the RESPA period to end. I have ZERO confidence that the payment will actually post today, that I won't be charged late fees and that this won't be reported to the credit repositories as late. All I can do is wait to see what the next statement says and pull credit after a few months.
Customer service was horrible ... NO ONE took ownership of the issue. NO ONE called me back to let me know how the research was going. At one point they had a total of {$3600.00} ( {$1800.00} for each payment ) of ours and acted as if it was no big deal. Well, {$3600.00} is a big deal when it has already been deducted from my account and lost in LoanCare 's system somewhere.
It is frustrating that I have no say on who my loan servicer is ... I certainly wouldn't choose LoanCare. I have NO TRUST or respect for them at this juncture.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-31
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I flooded in Hurricane Harvey XX/XX/XXXX, I decided to rebuild and act as general contractor. My home is complete and we are moved in. I used all of my savings to rebuild. My Mortgage Company Loan Care is hold an insurance check of {$57000.00}. It has been more than 2 months ( Since XX/XX/XXXX ) and I don't have any insurance check in my hands. I am not past due 3 months past due and I fear that Loan Care will foreclose on me soon. My home passed final inspection XX/XX/XXXX with a 100 % complete and Loancare does not release funds. At this moment they don't know when Corporate Loancare will release funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-29
Morgan Hill, 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
2018-07-29
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Two previous mortgage payments ( XX/XX/XXXX and XX/XX/XXXX ) are being held in " unapplied amount '', and my statement is reflecting these as " past due ''. However, the unapplied funds exactly equals the past due amounts. I have contacted the servicing company ( LoanCare ) on two separate occasions ( XX/XX/XXXX and XX/XX/XXXX ). Each time I was assured the payments would be applied, the second time the agent even spoke with a supervisor. Each payment was for the amount due ( no late charges are due or outstanding ), and no one could explain why my payments were not being applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-26
Charlottesville, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-07-25
AL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I was informed, after the fact, that my homeowners insurance, which was supposed to be paid out of escrow funds by Loancare, was cancelled despite having adequate funds in the escrow account. The insurance company stated the reason for the cancelation was because the payment was sent in late and therefore they cancelled the policy and returned the payment. Once I found out that the policy had been cancelled, I immediately went to work trying to get the original policy reinstated. This took a crazy amount of phone calls and time but after about two months, the original policy was reinstated at a higher rate.
Both the insurance company and Loancare state that I was uninsured from XX/XX/XXXX-XX/XX/XXXX. Loancare put their own policy in place which was {$1000.00} a year more than the original policy. Loancare now states that even though I was uninsured, I would still have to pay for the new almost {$1700.00} policy that either never went into effect or was in effect for only a month or two. They said this was a " penalty '' for not having insurance ( which they were supposed to pay out of escrow funds in the first place ). When I disputed, they said there was " nothing we can do '' other than to have a supervisor from the insurance department call me within 48 hours. I never received that call.
As a result of all this, my payment has gone up about {$300.00} a month. After seeing that they have over 800 similar complaints on this sight, I believe that situations like this are not isolated incidents, but rather common practice for Loancare. In short, they XXXX up by not paying my insurance on time and are expecting me to pay for it. This could have been an easy fix for them. All they had to do was admit they made a mistake and take the appropriate corrective action to fix it. It was clearly their own mistake.
I may not be able to make the full new payment. I suspect the next thing that will happen is they will unjustly XXXX up my credit and attempt a foreclosure.
I rarely make consumer complaints but these people have went way over the line. I would not recommend using them under any circumstances. Their customer service is nonexistent and they put people at risk of being out on the street with little concern. They couldn't even tell me if the new increased payment was temp or permanent.
I want ( and expect them ) to repay any money already paid for this replacement insurance policy and return my monthly payment to it's original amount.
Company Response: Closed with explanation
2018-07-25
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
2018-07-25
Elkins Park, PA
Trouble during payment process
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
2018-07-24
Highland, CA
Charged fees or interest you didn't expect
Payday loan, title loan, or personal loan: Installment loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-24
Aubrey, 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
2018-07-23
Gr, 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
2018-07-23
Buena Vista, MS
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-07-21
Point Arena Air Force Statio, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I submitted a complaint about LOANCARE on XXXX-18. Now I recently received another notice from them stating my mortgage payment is 3 months late, and now they are applying late charges ; also stating I may lose my home, and that this will effect my credit score. Never missed a mortgage payment in 5 years ; as long as I have owned my home. My Loan was transferred from XXXX XXXX XXXX to these people, and nothing but trouble. Never ever had a problem. I work, make payments on time. LOANCARE also increased my mortgage from $ XXXX/month to over {$5000.00} a month. WHAT! I called them about 2 months ago, and they said they wanted me to send them a check for {$19000.00} re : escrow? WHAT? I'm wanting to file a class action lawsuit ... ..this is causing me sleepless nights, anxiety everyday. I have never ever had a problem like this in my XXXX years on this Earth. I pay taxes, work at a job that helps people in life. What is going on?? I see all these complaints about this company, and wondering how this has been allowed to continue for so long?? Will someone please help us law abiding citizens, and do something? PLEASE ... ..this is getting harder for me to take everyday. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-20
Charlottesville, VA
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
2018-07-19
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