LoanCare, LLC

2018-07-19

Santa Susana, 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

2018-07-18

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: my loan was transferred XX/XX/18. and I had to make my payment before XX/XX/18 to XXXX, and after to new provider, XXXX XXXX I made a payment on XX/XX/18 XX/XX/2018 i called loancare and was told that they may have canceled my payment, and to wait a few days with the transfer I have 60 days no late fees or report to credit agency, the XXXX loancare calls and leaves a message, I call back and the guy is telling me I have to make the payment I explained I did and I was told to wait a few days to see if it would still process he tells me nope need to make payment now, I tried to explain I would like a copy of that letter, I don't want to have 2 payments pulled the same date, he said trust him and I need to make a payment m I said I did your company messed it up and he said I still have to make the payment today!!!!! now XXXX and XXXX XXXX use loancare for the service of the loans so laon care is the one demanding my payment I told him I would feel better waiting few days make sure the other doesn't process, I than said I thought someone has 60 days so how can you be telling, me that I have to pay today, again I told him the lady on the XXXX told me to wait a few days and that's what I wanted to do, he than said I still have to pay my loan I said I did and they messed up and he than started again I told him again I thought with the 60 days I have some time so whats the rush if I wait a few days and he wouldn't stop so I hung up so sound like they don't follow the 60 day rule with the new transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-17

Cocoa, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage transferred from XXXX XXXX XXXX to XXXX XXXX effective XX/XX/2018. XXXX made my last bi-weekly payment of {$530.00} towards principal instead of a payment ( documents to show proof ). This caused my mortgage to be delinquent with Loancare in the amount of {$530.00}. I have called to correct this issue several times. Most recently I have talked to XXXX XXXX and XXXX on XX/XX/18. I also called on XX/XX/18 to resolve the issue and talked to XXXX. XXXX transferred me to leave a voicemail for the supervisor, XXXX XXXX. I have never gotten a call back from ANY supervisor or any other CSR. I have also emailed documents ( bank statement and mortgage payments ) on XX/XX/18 to help correct the issue. As of this statement, The principal payment of {$530.00} has not been corrected to a regular monthly payment and I am still showing delinquent for XX/XX/XXXX payment. I have paid on time every month but now I am being charged a late fee because of this issue. Loancare has done nothing to help me fix this issue. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-17

Phoenix, AZ

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

2018-07-17

Point Arena Air Force Statio, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My XXXX XXXX XXXXXXXX XXXX XXXX was transferred to LoanCare in XXXX XXXX. I have never missed a mortgage payment, or made any late payments. I've been paying my mortgage for 5 years. Since my loan was transferred to LoanCare, I have been receiving letters stating that my {$1600.00} month payment is now {$5.00}, XXXX. XXXX. Most recent letter states that if I don't remit required payment ; my credit rating will be jeopardized, and I may lose my home. The letter also stated that my mortgage is 2 months past due. The letter is originated from XXXX collection agency. I have never had a problem when I was making payments through XXXX XXXXXXXX XXXX. After receiving this recent letter, I can't sleep, and am so stressed-out about someone taking my home, or doing something worse ... XXXX knows what. This feels like harassment ; and very threatening. I see other complaints, and it seems no entity is doing anything to deal with this company. How long does this have to go on before something is done? Have we no protection anymore? I have copies of letters, but I would like a regular, intelligent human being to step-up and help me and other tax paying, mortgage paying, law abiding citizens to resolve this ongoing, and incredibly disturbing situation. Thank you, and look forward to hearing from 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

2018-07-17

Phoenix, AZ

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

2018-07-16

Issaquah, WA

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

2018-07-16

Oakland, 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

Timely Response

2018-07-15

NV

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: CFPB, Loancare was not licensed to conduct business in my state of Nevada when I submitted a Qualified Written Complaint to the XXXX ( Proof # 2 ) regarding my experience during a phone call. Loancare admits to the violation of Regulation Z ( Proof # 1 ). At this time I was receiving funds from the Victims of Crime Program as I had suffered from an event that was no fault of my own. I was told to apply for assistance at the XXXX XXXX XXXX fund as my circumstances may have qualified for assistance. A statement from their eligibility supervisor stating that my credit report reflects no mortgage payments being made. ( Proof # 4 ) I have provided information from my bank account showing payments to Loancare showing four separate payments to Loancare which seems to conflict with ( Proof # 3 ) Additionally, I have provided a print out showing that my most recent statement while in foreclosure was XX/XX/XXXX, provided is a print out dated XX/XX/XXXX, showing XX/XX/XXXX statement availability. ( Proof # 6 ) This seems to me to be a continued abuse of Regulation Z requirements, though I am not an attorney. Thank you for taking the time to attend to this matter immediately, Included items each titled proof ; Proof # 1 is 1 page Proof # 2 is 3 pages Proof # 3 is 1 page Proof # 4 is 1 page Proof # 5 is 1 page
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-13

Lake Elsinore, CA

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

2018-07-12

Saint Augustine, FL

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

2018-07-12

Tubac, AZ

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

2018-07-12

Neotsu, OR

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2018-07-12

Stkn, 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

Timely Response

2018-07-11

Los Angeles, CA

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

2018-07-11

El Paso, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I submitted a loss mit application XX/XX/2018 and submitted all documentation. I was then called almost a month later stating they never received any documentation and to resubmitted an application. When I resubmitted the application it was never submitted to the underwriter. I was never told that they wouldnt submit it. I was told there was no sale date. There is no notice of sale filed with the county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-11

WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: My father purchased a home in XXXX. At the time of purchase my spouse and I were added to the home as vested owners, therefor we were placed on the title. On XX/XX/XXXX my father passed away. The home at that time was pplaced in the estate as his name is on the mortgage and we needed to get that changed. I contacted the loan company ( at that time it was XXXX XXXX ), they said just keep paying for now and when the time came to change the loan to contact them it would be an easy process. In XXXX we were approching the end of the estates probate, I contacted XXXX who informed me the loan was in process of being sold to Loancare and I that I needed to wait until aprox XX/XX/XXXX and then to contact Loancare. Once the transfer between XXXX and Loancare was complete I contacted Loancare who first gave me the run around because they had not opend all docments from XXXX stating that I was a titled owner on the home as well as the death cert and my Estate Admin paperwork, so at that point they would not talk with me. I sent them an additional copy of which they still had not updated a week later. I made another phone call about one week later and after holding for one and one half hours I was told the people that handle that were gone for the day. I emailed them and finally received a phone call the next day. I asked my options and they told me I could sell the house, I told them I wanted to assume the loan and please send me the info for the process. Aprox one week later I received the paperwork. I completed the paperwork and included all their requests including the " we may need '' info as well as a {$900.00} money order for assumption fee. I send the paperwork via XXXX XXXX Next day Delivery on XX/XX/XXXX. From there radio silence. On XX/XX/XXXX I emailed a request for update, the update I received was " Good afternoon, Thank you for following up on your assumption request. At this time the request is under review, we are pending a response with a status update from the lender. We will let you know as soon as it has been received. Once again, thank you for following up. Please let us know if you have any other questions. '' On the XXXX statement I noticed that the Assumption Fee had beed documented on as received and and paid as of XX/XX/XXXX. Upon XX/XX/XXXX I send another email request for followup on the status, at this point I have heard no addition response nor received any documentation from them on the request for assumption. On XXXX, XXXX I send another request for and update, as still no updates no paperwork, they have not stated that they needed any additional information as well. At this point this is the only piece of the estate that is holding up the closue of the probate. Contact info for this company is as follows : Loan Care attn : Special Loans Department/Assumptions XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX Loan Care 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

2018-07-10

OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been working with XXXX XXXX XXXX ( XXXX ) and LoanCare to resolve an escrow amount that was not properly applied to my account. My loan servicing changed in XX/XX/2018. At that time, my previous provider ( LoanCare ) had sent a payment to XXXX County for my property taxes in the amount of {$3100.00}. The amount was returned to LoanCare from the county as no payment was due. When LoanCare received the check, they forwarded the payment to XXXX but XXXX never applied the credit to my escrow account. I received a notice from XXXX that my escrow account was negative and that I owed more money in XXXX. I then called to inquire about where the {$3100.00} was and why it hadnt been applied to my account. I spoke with 2 different agents on separate occasions and neither followed up on the payment. On XX/XX/2018, I finally forced a conference call between the 2 companies. At that time, both companies agreed that the funds were never transferred from XXXX to LoanCare and that LoanCare would need to reimburse me for the escrow shortage. I then began to work with different agents from LoanCare to try to get resolution and payment. I spoke with the company on XX/XX/XXXX and XX/XX/XXXX to try to get the payment refunded to me and neither time did the customer service representative follow through. In XXXX I called a third time and reached XXXX XXXX with LoanCare. After 3 days of calling the company, XXXX informed me that XXXX did in fact receive payment and negotiated the check ( XXXX ) for {$84000.00} on XX/XX/XXXX. This check was sent to XXXX and the funds were for multiple clients accounts. She would not provide me with a copy of the cleared check as it contained other customer information. I then called XXXX to track down the item and spoke with XXXX, ( agent XXXX ) who told me that she would need to research the item and that the process could take until XXXX to refund the money. I feel as though these companies are not following through and taking care of their clients when they owe them thousands of dollars. I have since closed my escrow account so all of the funds are due to me at this point. LoanCare, a XXXX company, Nationwide Mortgage Licensing System ( NMLS # XXXX ) XXXX XXXX, XXXX : NMLS ID XXXX XXXX XXXX XXXX XXXX : NMLS ID Main Office XXXX ; NMLS ID Branch 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

2018-07-10

Lewisville, TX

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2018-07-09

Eastchester, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I have a current mortgage loan with XXXX XXXX XXXX, loan is serviced by Loancare for a Co-op in NY. I am currently in contract for the sale of my co-op & also in a purchase contract for the purchase of a new home. Currently both files are cleared to close except for we are waiting on Loancare ( my current lender on co-op ) to produce the collateral documents needed for closing. The purchase of my new home is contingent on the sale of my co-op. I have been at Loancare 's mercy going on two months now awaiting either the closing documents needed to move forward with the sale of my co-op or for them to concede to not having the documents & provide me with an affidavit stating the documents are lost, in order for my Co-op to reissue the original collateral documents. My buyers ( for my co-op ) have already extended their rate with their bank twice ( having paid fees to do so ) & my seller for my home is threatening to pull out of deal since I have been unable to close. Between these two deals there is over {>= $1,000,000} at risk & I have no place to turn other than threaten to sue them if these deals are lost. I don't know what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-06

Huntsville, AL

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

2018-07-06

Nashville, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is a follow up to a closed complaint ( XXXX ). In summary, after months of no traction with the LoanCare, XXXX was able to get the lender to respond and issue a letter of acknowledgement that they had made errors in the collection of my payments. They sent a letter ( dated XX/XX/2017 ) stating that they had sent corrections to credit bureaus but those are not reflected and now I'm unable to get a loan for the home I have a contract to purchase on. The underwriter said they will accept the acknowledgement letter in my possession for a correction IF the company will re-issue it with a more current date, I'm having trouble getting through the anyone who can expedite this request so that I do not lose the 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

2018-07-06

Quartzsite, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Today, XX/XX/XXXX, and last six months I am faced with a " One-Time Payment Fee '' although I am well within my contracted grace period in which I should be charged NO Late-related FEE. Yet this company 's web site applies a " One-Time Payment Fee '' depending on lateness, per schedule below. This feels to be a violation of my contract and fee-gouging. They explain their processor charges them and passes the fee along. I countered that they can ( 1 ) switch payment processors ; or ( 2 ) absorb this unnecessary, unreasonable fee. Note I have NO ALTERNATIVE to paying within my grace period. No branch to visit. And via phone there is a phone convenience fee of {$15.00} XXXX XXXX XXXX XXXX XXXX One-Time Draft Fee Schedule On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-05

Seneca, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare LLC is charging me for " hazard insurance '' products that I did not request, approve, or was notified of. I have sufficient comprehensive insurance through my insurance company. In the past 2 months, they have taken {$900.00} out of my checking account, without my consent. I filed this with the XXXX as well, but was told it'll take 30 days for the business to review, and I can't afford to lose almost a thousand dollars while they take their time reviewing. I'm not made of money, and will end up having to sell my house if they keep this up! They've already settled this issue with others years ago, and are back to their bad practices. This is also posted under XXXX CASE # : 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

2018-07-05

Baltimore, MD

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