LoanCare, LLC

2018-06-22

Clarks Green, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2018-06-22

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

2018-06-22

Lewes, DE

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

2018-06-22

Library, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received a letter from XXXX XXXX, XXXX stating that an escrow refund check in the amount of {$900.00} from XX/XX/XXXX had not been cashed, and they needed me to fill out a form stating that the original check had been lost or was never received so they could re-issue. The letter was dated XX/XX/XXXX, and I returned it to the original sender, XXXX XXXX of LoanCare , LLC ( XXXX ), on XX/XX/XXXX. I guess my understanding is that LoanCare is the servicing agency for XXXX XXXX? Regardless, after receipt of our signed letter, XXXX XXXX stated issuing the check would take 7-10 days to process, and then mailing time. As of XX/XX/XXXX, we still have not received our check and are concerned about the status of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-21

Bar Harbor, NY

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

2018-06-21

Pinellas Park, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Payment made on XX/XX/2018 to mortgage company in the amount of {$1800.00}. This payment was for the due date XX/XX/2018. This payment was credited to XX/XX/2018. A mortgage servicer took over the mortgage. The payment due XX/XX/2018 was made on XX/XX/2018 to the mortgage servicer in the amount of {$1800.00}. The mortgage servicer credited this payment to XX/XX/2018. Numerous attempts ( 13 phone calls and 3 emails ) have been made to get the servicer to apply the payment made on XX/XX/2018 correctly. To date, they continue to say " it is being researched ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-21

CO

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have a new mortgage through a company called LoanCare ( My mortgage has been sold several times since I first got it back in XX/XX/2017 XXXX and I found out that when I make my payments online, there is a {$5.00} payment fee after the XXXX of the month and a {$10.00} payment fee after the XXXX of the month. I was under the impression that there could be no late payment fees until after the XXXX of the month on VA loans. Here 's the breakdown : Online payment XXXX of the month though the XXXX of the month- No Fee Online payment XXXX of the month though the XXXX of the month- {$5.00} Fee Online payment XXXX of the month though the XXXX of the month- {$10.00} Fee The only way to avoid these fees is to either mail in your payment, or set up and automatic withdrawal. While they may not be calling these fees " Late Fees '' they are fees that are assessed based on the day of the month that you pay, e.g. late fee. This seems like a shady business practice and not in line with what the VA envisioned when they created the rule that there can be no late fees before the XXXX of the month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-21

Williamston, MI

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

2018-06-20

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

2018-06-20

Rock Hill, SC

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

2018-06-20

Gardnerville, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Lender Loan CarXXXX, did the annual review of my escrow/impound account and found there was an overage of {$110.00}, the statement showing this is dated XX/XX/XXXX. Then I receive a Statement dated XX/XX/XXXX which states now their is a shortage and Increased my payment {$3.00}. On XX/XX/XXXX after I had received the overage check I called Loan Care and said I would rather leave the money in the escrow account so as to not increase my monthly payment and gave them the money back, confirmation # XXXX. Then I receive the monthly statement dated XX/XX/2018 which says my payment has increased by the {$3.00}, I called Loan Care to inquire about the payment not increasing because I gave them the {$110.00} back and was advised that would do nothing to reduce the payment. This whole process does not make since, I would rather the lender keep any overage or give me the opportunity to pay any shortage rather than increasing my payment. This seems like extra work on everyone 's part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-20

IA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX, I made a call to Loancare to make my mortgage payment. I asked the rep to help me sign up for autodraft, so I could more conveniently make payments. She did so. I told her the XX/XX/XXXX of every month. My mortgage is up to date, and my payments are around 660. So I was pretty shocked to see my bank statement come up as Loancare debiting my account on XX/XX/XXXX for XXXX, which is a lot more than my mortgage payment. Immediately I called them up. They said there was no history of any payment for XXXX. I told them my bank statement said otherwise. I sent the bank statement in to the payment department and received confirmation they received it. I also obtained the ACH transaction details from that draft and sent that in too. Within 48 hours, they emailed to say my issue was resolved. When I called them, they claimed I had actually sent in two separate payments, one for the amount and then extra. I told them I most certainly did not and I dont have the kind of cash to be doing that. The call was dropped, no one called me back. So I called again. This woman told me that the extra money had been applied to the principal, paying me up until XXXX. I told her thats not what I asked for, I wanted my money back, and she said she would forward it over to a supervisor for a call back. I never got one, so I called again. Yet another rep told me my check was in the mail. I thought this whole nightmare was over, and then I got an email saying my running bank statement was not enough proof that the XXXX had cleared my account, only that it had been attempted. So I went to my bank again, and I resent my bank statement, the transaction details, a letter from my bank stating that the payment had cleared the account and affected my balance with a phone number and an invite to call them with questions, as well as a screenshot of transactions showing the payment successfully being debited from my account and a positive balance after. And still I have no refund. Ive asked them never to autodraft my account again, because they claim there was no autodraft yet they went in and took a random amount out of my checking account somehow. Im in fear for what they will take out next month ans whether I will see any of my hard earned money again. I have had to spend at least four hours during work time, postpone important vehicle repairs, and undergo serious stress due to this. Whatever evidence I show this company that I made this substantial payment, they deny it and ask for more evidence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-18

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We received a letter from XXXX XXXX in early XXXX of this year stating we were due an escrow refund from 2016 of almost {$850.00}, and that if we didn't do anything the money would go back to the state. We filed paperwork asking for the money to be issued to us as a check, and emailed it to XXXX who replied she had received it on XX/XX/XXXX and it would take 7-10 days to process after which it would be mailed to us. 2 months later and we still haven't received the check despite two further emails to XXXX, one to customer support and a phone call - all of which went unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-16

Harsens Is, MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am formally submitting a letter of complaint over the sudden increase in monthly mortgage payments and requesting a refund from LoanCare , LLC. I am also requesting that my escrow account be closed. New FHA rules no longer require that lenders of FHA loans must maintain an escrow account. The homeowner is permitted to maintain his escrow account at his own bank. For the first year, my mortgage payments were {$1200.00}. The second year, they were {$1200.00}. In XX/XX/XXXX, they shot up to {$1700.00}. That is an increase of {$520.00} per month. I have spoken with five customer service representatives at LoanCare, none who have been able to explain the rate increase. My property taxes in XX/XX/XXXX were {$3200.00}. In XX/XX/XXXX, they were {$5200.00}. Thats an increase of {$2000.00}. My hazard insurance has remained largely the same, as has my monthly mortgage interest. Dividing {$2000.00} over 12 months, my monthly mortgage should only increase by {$170.00}. Yet LoanCare has increased my monthly mortgage by {$520.00}! Heres a breakdown of what I should be paying monthly : Principal & Interest : {$790.00} PMI : {$110.00} Hazard insurance : {$100.00} City taxes : {$430.00} TOTAL : {$1400.00} Federal law gives lenders the ability to have a cushion of only two months maximum of escrow payments. In this case, my monthly escrow payment is {$660.00}. Double that and its {$1300.00} maximum per year that LoanCare can request for a cushion. {$1300.00} divided over 12 months is {$110.00} for the cushion per month. So adding the extra cushion payment would make my monthly mortgage rate {$1500.00}. By charging me {$1700.00}, LoanCare is violating federal law and overcharging me. I have already submitted a formal complaint to the XXXX XXXX XXXX, and noted that LoanCare is not accredited by the XXXX and has an F rating based on multiple complaints and unresolved disputes. I want a refund of my escrow, and request that LoanCare close out my escrow account. Moving forward I will only pay the principal and interest on my loan and will maintain an escrow account at my bank. If LoanCare refuses this request, I will refinance my mortgage with another 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

2018-06-15

Keyport, WA

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

2018-06-15

MD

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

Mortgage: Conventional home mortgage

Complaint: I currently have a mortgage with Loancare. In the past I have had many issues with their online system and payments being taken out in a timely fashion. I would submit a payment and it would take their system sometimes more that 5 days to take the money out of my bank account. On one occasion I was charged an overdraft fee because they said I did not have enough money in my account to pay the loan. I had more than enough money to pay it so this was an error on their part of their system. Recently I applied for a new loan through XXXX XXXX. I wasn't able to get one because I had too many late payments from Loancare on my record. I was also told by the loan officer at XXXX XXXX that she sees this all the time with Loancare.People apply for a new mortgage and are denied because they have reported late payments on their credit report. I believe this is happening because of their faulty system. I went ahead and contacted the company to try and have Loncare fix this. They refused and said what is reflected on my credit report is correct. I believe that because of their faulty system it is their fault that I have these incorrect reports on my credit report. I would like them to update my late payments. I believe they are incorrectly reporting payments dates to the credit bureau. I have a mortgage through XXXX XXXX for over 7 years and have never made 1 late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-14

Cathedral City, 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

2018-06-13

Patterson, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The XXXX blocked me from going into my account and making the XX/XX/XXXX payment and I was told by XXXX around XXXX XXXX XXXX that the Loss Mitigations department locked me out of my account. I couldn't login. I called again and spoke to XXXX around XXXX and she indicated that the department of Loss Mitigations lifted ban, she stated that I can now go on my account and make my payment. I went back online and still could not pull up my account. She allow me to make a one time free phone payment which would have cost me {$12.00} plus my late fee of {$10.00}. I have a witness to the whole conversation. I have been making payments on time never 30 days late. The last payment I made was on XX/XX/XXXX in the amount of {$1300.00}. I needed help back in XX/XX/XXXX because of medical leave XXXX and I applied for loss Mitigations. The underwriter proposed some type of trial payment plan for three months {$1400.00} and I refused and email them stating I wasn't interested. I have never been blocked before up until today. I still login my account. I have to deal with unpleasant people every time I call. The attitude I get from them is that they are doing me favors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-13

Topeka, KS

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have been with LoanCare for the past 10 months and on XX/XX/XXXX i refinanced my mortgage with another lender. LoanCare sent my escrow in to cover my taxes 10 days prior to close knowing I was in a refinance. The tax office sent a {$2300.00} refund back to LoanCares 3rd party tax office XXXX which in return sent the refund back to LoanCare once it was processed. LoanCare received the refund at their office on XX/XX/XXXX. I have called numerous times and spoke with 3 different supervisors who have stated that they have escalated the refund information to their tax office to issue a check to me. I have called everyday and get different information as to the status of my refund. XXXX received the refund from the county tax office back in XXXX after I closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-12

NC

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: On XX/XX/2018 i sent over a complete modification packet. loan care refuses to review my documents and help me with an obtaining an affordable payment. i have left numerous voicemails to management and the single point of contact which never call back. Agents and representatives that do get on the phone are not helpful always rude and not once want to answer any questions they always transfer without giving the opportunity to explain and then never get called back. the more they refuse to work with me and more against me the more i fall into default and i am not wanting to lose my home. i need all the help i can get moving 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

2018-06-12

Albia, NY

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

2018-06-11

Jacksonville, FL

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

2018-06-11

Glenarden, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-10

Bronx, NY

Written notification about debt

Debt collection: Mortgage debt

Didn't receive notice of right to dispute
Complaint: On or about XX/XX/XXXX I applied and received an equity line of credit from XXXX XXXX XXXXfor {$83000.00}. In XX/XX/XXXX I lost my job. I made payments on this account until XX/XX/XXXX. I was not able to find full time employment until XX/XX/XXXX. In the interim my account fell into arrears and was forwarded to collections. In XX/XX/XXXX ( once I became employed again ) I applied and received a mortgage modification with XXXX XXXX. I then contacted XXXX XXXX XXXX. XXXX XXXX had gone bankrupt in XX/XX/XXXX/XX/XX/XXXX. I was told to contact XXXX XXXX, a collection agency, ( XXXX ) XXXX and spoke with a XXXX XXXX XXXX. I agreed to pay {$350.00} per month. In XX/XX/XXXX my account was forwarded to XXXX XXXX XXXX, all the while I am paying the agreed upon amount of {$350.00}, the account was current. My account was with XXXX XXXX XXXX until XX/XX/XXXX when my account was forwarded to LoanCare. My XX/XX/XXXX Payment was returned stating the payment was insufficient. In XX/XX/XXXX I contacted XXXX XXXX XXXX and was informed by rep. XXXX XXXX that my account was {$20000.00} in arrears. Upon receipt of my XX/XX/XXXX payment rejection I attempted several times to contact LoanCare via telephone ( XXXX ) XXXX and ( XXXX ) XXXX.This occurred during the week of XX/XX/XXXX. If someone did answer the phone I was either transferred to a number that rang that no one answered or the call was disconnected. Later that week I was contacted by XXXX XXXX ( XXXX XXXX XXXX ) and was told the minimum payment that would be accepted would be {$700.00} per month and despite making an agreement with the initial collection agency- XXXX XXXX and never missing a payment my account was even more in arrears than in XX/XX/XXXX. This communication is sent to complain about this situation and to question what happened to my original agreement with XXXX XXXX XXXX? I have been paying this account for the past 4 years and yet the debt is deepening. I am demanding an answer from Loan Care and I need this answer in writing not a series of disconnected phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-09

Corralitos, 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