LoanCare, LLC

2018-06-08

Stanford, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Notified Loancare mortgage company of home insurance rate premium decrease and requested Escrow re-analysis on XX/XX/XXXX. Was told that would be processed and I would be notified. I did not receive communication, therefore, I called and was told on XX/XX/XXXX that the re-analysis resulted in a monthly payment reduction ( they told me the amount change - which was expected by my calculation ). At that time, was told that my auto draft from my bank account on XX/XX/XXXX might not reflect the reduction due to timing, but that the correct payment would be deducted by the next payment. However, on XX/XX/XXXX the previous amount was deducted. I called after XX/XX/XXXX deduction and was told that an escrow re-analysis was performed but someone did not check a " button '' to change the auto draft. The customer service rep stated that they fixed the issue. Then came XX/XX/XXXX, the previous payment amount was once again auto withdrawn from by bank account. I called and spoke to a customer service representative on XX/XX/XXXX who stated that an escrow re-analysis had not been performed ( mind you, I had already received information that it was & the new payment requirement in XX/XX/XXXX ). I asked to speak to a supervisor. The supervisor told me that the insurance premium might not have been communicated to them. However, it already had been in XX/XX/XXXX and the company told me what the new amount would be. The supervisor said she needed to get in touch with the XXXX XXXX office and would get back with me within 48 hours. It has been 4 days. I have called, today XX/XX/XXXX and had to leave a voicemail with the supervisor. I just need my monthly payment to reflect the decrease in my insurance premium, however, this company is clearly unable to process this appropriately and I am paying extra money each month due to their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-08

Rochester, NY

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I have submitted a complaint against LoanCareLLC with CFPB Complaint Number XXXX. Thus, I DO NOT SEE THIS COMPLAINT UNDER MY CFPB ACCOUNT. I DISAGREE WITH CFPB sending me a letter on XX/XX/XXXX stating I am a victim of Fraud according to LoanCareLLC. IT IS A FRAUD CFPB TO ASISNED A Complaint Number XXXX, AND NOT POST THIS FOR RESPONSE ON CFPB MY E-ACCOUNT. It is a Fraud the LoanCareLLC to ingnore the fees they are charging when consumer is paying her mortgage on time. NOW I WILL REPUBLISH THIS COMPLAINT TO THE ATTENTION OF PUBLIC AS A RESPOND TO THE CFPB LETTER AND RESPONSE TO THE LOANCARELLC REFUSAL TO ANSWER HONESTLY ABOUT THE MORTGAGE FEES. In the Article " Consumer protection bureau warns about pay-by-phone fees '' By XXXX XXXX XXXX | Published : XX/XX/XXXX, at XXXX XXXX XXXX, CFPB is asking the following question, '' Are you paying unnecessary fees just for the convenience of paying your bill by phone '' Well : LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX XXXX, XXXX, PA, XXXX, NMLS # XXXX, IS CHARGING THE FOLLOWING Special Servicing FEES a customer 'MAY REQUEST ' : 1.PAY-BY-PHONE ( OVER THE PHONE CHECK??? [ e.g. never heart about such check!! ] ) {$15.00} 2. AUTOMATED PHONE SYSTEM PAYMENT UP TO {$12.00} 3. ONLINE PAYMENT FEE UP TO {$10.00} In other words LoanCare , LLC on Behalf of XXXX XXXX XXXX , XXXX, XXXX XXXX, XXXX, PA, XXXX are financial services company which regulates restriction to the consumers due to fees, as pushing them to pay-by-phone fees, automated fees and most importantly - ONLINE FEES WHICH FOR MOST COMPANIES ARE FREE OF CHARGE IF A MORTAGEE WOULD PAY HIS/HER MORTGAGE. Are THE FEES charged lawfully? I'd say " NO '' since these FEES are not expedited fees, but a regular push-pay fees for a regular mortgage payment BY LoanCare , LLC, which is a Debt Collector Company, not a mortgage company. LoanCare , LLC on Behalf of XXXX XXXX XXXX leave only one fee-less option for mortgages to pay their mortgages which is " using a bank bill payment system ''. On the other hand, LoanCare , LLC on Behalf of XXXX XXXX does not disclose the particular state and federal laws to their customers on mortgage or other statements to make sure mortgagees are aware of the legality, or illegality of charged Online or Pay-by-phone check FEES when paying their monthly mortgages. LoanCare , LLC NMLS # XXXX makes a statement that the actual fee charges to a particular customer may be different ( or there may be no fee ) if guidance are imposed by State agencies ( VA, FHA, etc. ) or investors., and the fee schedule is subject change, and URGES CONSUMERS TO REVEIW EACH STATEMENT FOR ANY CHANGES. I disagree to be a consumer or subject of constantly changing fees to make payments for my FHA mortgage online or by phone. LoanCare , LLC on Behalf of XXXX XXXX earn sufficient profits from the mortgage interests so LoanCare , LLC on Behalf of XXXX XXXX to charge additional fees. IT MUST BE STOPPED AND MADE ACCOUNTABLE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-07

Carmel, IN

Incorrect information on your report

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

2018-06-06

Phoenix, AZ

Problem when making payments

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

Timely Response

2018-06-06

Discovery Bay, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is my second complaint against LoanCare. You provided me with a letter stating that you had contacted LoanCare regarding my first complaint. The information they gave you is inaccurate. This I can address at a different time. They stated to you that they would reimburse penalties for late taxes because the late taxes were due to their error. They requested that I submit proof that I paid the taxes and the penalties. I did so, by email on XX/XX/2018. I sent follow up emails on XX/XX/2018 and XX/XX/2018. I still haven't received my reimbursement, nor any contact from LoanCare. The amount that is due is 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

2018-06-06

PA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have had my VA mortgage on my home for about ten years, for about the past two years My Loan Care LLC. has unfortunataly been the mortgae handler on my home loan. I have had to interact with them before in the past over the phone and I must say that after long wait times I was greated by customer service reps. that didn't even have command of the English language and completely ignorant. Last XX/XX/XXXX I was awarded by the State of Pennsylvania total real estate tax exemption for being a XXXX XXXX XXXX XXXX veteran, this means that I no longer have to pay county property tax, school taxes and state property taxes. Both the state and the VA provided me with the paperwork/documents to submit to My Loan Care that instructs them to no longer collect tax escrow on my mortgae. As of today My Loan Care LLC has still NOT adjusted my mortgae payment or refunded my escrow balance. I have made conatct with them over the phone and the reps simply refuse to explain the delay or even to tell me if they are working on it? They refuse to connect or transfer me to their tax escrow department. I was told by a rep that the documents that I have submitted are not official and " good enough '' I have had to contact a VA official for help, yesterday he told me that My Loan Care isn't even responding to his communication efforts. This particular mortgage handler seems to have a horrible reputation in the industry and I can see why. I have to continue to make my non adjusted mortgage payments that does not reflect my real estate tax exemption which is about {$600.00} more than it should 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

2018-06-05

Lakewood, 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

2018-06-05

CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: When using the web site to make payment, loancare llc will put a added cost to your payment if not done in the first four days, This fee starts at XXXX $ AND GOES UP. My mortgage is not late until the XXXX of the month, and this company is charging late fees after four days. This goes against contract and to me is against the bound agreement of the 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

2018-06-04

Midland, MI

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

2018-06-04

Damascus, PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My loan modification packet has been submitted for review but my lender has failed to respond. Loancare Mortgage has violated the Dual Track restrictions of Regulation X, 12 C.F.R.1024.41 ( g ). My lender has failed to provide me with a required notice of additional required documents within five ( 5 ) business days in violation of Regulation X, 12 C.F.R. 1024.41 ( b ) ( 2 ) ( B ). Therefore, this my application was entitled to be treated as facially complete pursuant to Regulation X, 12 C.F.R. 1024.41 ( c ) ( iv ). Loancare also failed to evaluate me for all loss mitigation options available in violation of Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-04

Arden, 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

2018-06-04

MT

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I am a XXXX XXXX assisting my client ( XXXX XXXX, loan # XXXX ) through the process of correcting his default on his mortgage loan. Our company has tried several time to get vendor paperwork completed in order to submit payment on our client behalf. On XX/XX/XXXX ; 2nd party authorization was sent along with vendor paperwork via fax and email. Beginning of XX/XX/XXXX, I called to verify that the paperwork was received by LoanCare. The agent who I spoke to stated that the paper work was received and would be 7 - 10 business days to process. In addition, XXXX XXXX submitted his regular payment, which was returned to him without explanation. XX/XX/XXXX ; I called to follow up with the paperwork that was sent as our company hadn't received a response. XXXX at LoanCare stated that the paperwork must have gotten mistaken as just the 2nd party authorization. She also stated that there was no notes entered for the conversation that took place at the beginning of XX/XX/XXXX. She resubmitted the vendor paperwork and stated that it will take 2-3 business days. I also addressed the question of why his payment was returned to him. The response was that LoanCare will only accept no less than half the amount owed, approximately {$4000.00}. XX/XX/XXXX - I called LoanCare to follow up with the Vendor paperwork that was resubmitted by XXXX at LoanCare. They couldn't find where the paperwork was submitted. I asked what I had to do to submit it. I emailed the paperwork to XXXX and received a email response that gave me a reference/ticket number : XXXX. XX/XX/XXXX - I called LoanCare to follow up with the vendor paperwork that I submitted on XX/XX/XXXX. The agent who answered ( Agent ID # XXXX ) verified the loan #, address, etc. of client I was calling for, and also verified other party authorization. I asked her about the paperwork that submitted in order for our company to send in payment, she put me on hold. At XXXX, another agent for on the phone and went through the whole verification process, only she didn't find the other party authorization. I stated when we sent that in and that I have been authorized previously. She put me on hold. 33 minutes into the call, XXXX # XXXX answered and went through the verification process and other party authorization. She stated that the company name was entered wrong on the attachments and that maybe why I wasn't authorized. After explaining once again why I was calling, she put me on hold to see if she could get a customer support representative on the line to assist me. She did check on me twice while on hold. After 1 hour and 5 minutes, I still did not receive any clarification or answers. XXXX did forward my information to her manager, XXXX to look over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-04

Sarasota, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: XXXX XXXX XXXX is our homeowners insurance company. Loancare is the company that is servicing our VA loan. Loancare, allegedly, paid our insurance company, by check, dated XX/XX/XXXX. The bill was due on XX/XX/XXXX. The Insurance company has not received the check as of XX/XX/XXXX. Our insurance is being cancelled due to the incompetence of 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

2018-06-03

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX Re : INCORRECT ANNUAL ESCROW DISCLOSURE STATEMENT for borrower paid mortgage insurance, XXXX XXXX XXXX, CA ; Account ***** ; Loan number ******. PMI INSURANCE WAS DELETED FROM MY LOAN effective XX/XX/XXXX. Dear Annual Escrow Statement Person, I went through considerable time and effort to remove the PMI, including hiring an appraiser on my own dime. As a result of that effort, I received the enclosed letter date XX/XX/XXXX cancelling my PMI Insurance based on investor guidelines. See EXH 1 - Letter cancelling PMI. My home is worth twice as much as I owe. Imagine if you were me and the disappointment you would feel if you found LoanCares Annual Statement showed disbursements to PMI Insurance when you had cancelled the PMI. See LoanCares Annual Disclosure Statement, dated XX/XX/XXXX. I would appreciate if LoanCare would remove those PMI charges ( and any other inappropriate charges ) and send me an Amended Annual Disclosure Statement reflect the appropriate charges. I need to know how much I really owe LoanCare so I can make appropriate payments ASAP. This overreaching must not continue. Best Regards, ******, XXXX XX/XX/XXXX Cc : file
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-01

Arco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Every time I call customer service I must wait on hold for at least an hour to speak to somebody. This is a hardship because I am at work and don't have an hour to wait on hold! They offer to call you back if you can't wait but sometimes that takes hours and you may miss the call. This basically makes it impossible to get service. I'd switch to different service if I could, but what choice do I have?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-31

Feasterville, 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

2018-05-31

Bammel, TX

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

2018-05-31

Stevenson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: One XX/XX/XXXX, I received a letter from XXXX, XXXXstating that I had an escrow refund check issued in XXXX and it was canceled. I followed the instructions on the letter to fax a form stating to reissue the check. On the letter, it stated requests would be completed within 7-10 business days The form was faxed on XX/XX/XXXX. After sending several emails and leaving voicemails with the contact on the letter to follow up on the request, I did not receive any response. I then resorted to send a secured message through their website which got me the same result, no response. I finally was able to get in touch with someone through their customer service center, " we know it stated 7-10 days but we have received over 60, 000 requests '' and I should be getting a check now in mid XX/XX/XXXX. However they never would verify that the fax was even received. So I am not confident that mid XXXX will even be reached. If they knew the amount of requests was XXXX they should have known they would not have been able to meet the turnaround time-frame stated. Also, I am having a hard time believing that many customers did not receive or cash a refund check and am led to believe they never sent those checks thus trying to cover their tracks. This process feels deceptive on several levels.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-28

Benton Harbor, MI

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

2018-05-25

Ardmore, MD

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

2018-05-25

Salton City, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I fell into XXXX XXXXXXXX and lost my job which resulted in defaulting on my mortgage. I was not working for almost a year and struggled to continue living. I was able to get help and started working again. My loan was transferred to LoanCare and I never knew there were programs or assistance available to me because no one from LoanCare ever reached out to me, sent me anything or attempted to provide me with options other than to sell my home. I am facing a foreclosure sale this Tuesday, XX/XX/2018 and I am running out of options. Had I not done some research to find out that I in fact do have rights as a homeowner and I should have been provided options from the lender, I would have never known. I feel I was taken advantage of and was never explained fully what options I had to save my home. Now I fear time is running out and it is too late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-25

Manassas, 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

Timely Response

2018-05-24

San Antonio, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Hi, I applied for a modification and was approved for a trial to start in XX/XX/XXXX. I made payments through XX/XX/XXXX still in a trial period. During these 6 months, I was never contacted to notify me of the status or what was going on. I still continued to make my trial payments even though multiple phone calls I placed, I was told they weren't sure or what was going on. I was told I had a point of contact ; however I was never given the name or the phone number to reach out. During the month of XXXX, I found out that they needed my title policy and were having a hard time getting it. I volunteered to send it in-which I did twice. Two weeks later, I called in again to check the status and was told what I sent wasn't good enough. I was perplexed, confused and scared. I was doing everything I needed to do to save my home and was doing it successfully. I submitted an email complaint to the company, Loan Care who services my loan, describing my scenario. A week later an underwriter emailed me asking me for my title policy. I indicated I had submitted twice and was told it was the wrong title policy. I asked how I could help. I was copied on an email to the lender, XXXX XXXX XXXX XXXX, asking for my title policy. I gave permission to provide and it was the same title policy I had provided twice. I allowed a week to pass before I questioned the status again. In early XXXX a decision still had not been made. I called in on the last day of XXXX to make a payment. I was put on hold for 10 minutes when attempting to make a payment and was then hung up on. I called back and received a message that the department had closed. I went online to make a payment and was unable to. I called first thing in the morning on XX/XX/XXXX to see what happened and hopefully keep my modification. I was told that my final modification had been approved on XX/XX/XXXX and my next payment wasn't due until XXXX. I was concerned as my prior conversations with Loan Care had not been consistent and the messages and knowledge of those answering the phones were all over the place. I confirmed with the gentleman I spoke with once more and he reassured me all was fine and that he would note my account-I wish I captured his name-more to come on that. He indicated I should be receiving my modification in 2 weeks and it would detail my payment amount just as he went over with me. I waited 2 weeks and called again asking where my modification was. I was then told that I was denied for it and that I owed 8 months of past due payments. This is impossible as I paid for 6 months and those payments were {$50.00} lower than my usual. I was very nervous and felt sick to my stomach hearing this. In addition, I was told there was nothing else I could do and that a denial letter would be going out. No one called me during these 2 weeks to tell me that I was denied. Again, no one has reached out to me at all regarding this whole loss mitigation scenario. I was also told on XX/XX/XXXX7 when I called in again, now knowing I would probably hear a different story, that no one could give me answers except my point of contact. I asked for that information and was told there was no number and I could only call in and ask by name. Her name was XXXX XXXX. I also asked for the gentleman 's name I spoke to who indicated I was approved for my final mod on XX/XX/XXXX and I was told they couldn't give me that information. I asked if I could have copies of the notes they take about our phone calls and I was told I couldn't have those either unless I wrote a request. I submitted a request on XX/XX/XXXX detailing the chain of events and asking for a copy of my notes. On XX/XX/XXXX, I received an email back indicating to call Loss Mitigation. No further answers were given or any response to my request for copies of my notes. Still on XX/XX/XXXX I called in again, I asked to be transferred to XXXX XXXX ( whom I've never dealt with before or even heard of ). The first attempt I was on hold for 15 minutes and was told she was in training all day. I called again and left a voicemail around XXXX CST. I was told though that I could submit an appeal to the denial and obtained the fax number. I faxed on XX/XX/XXXX and XX/XX/XXXX. The following day I called again and asked to be transferred to her and was told she was in a meeting. I asked to be transferred to her voicemail and left another message. This was around XXXX CST. I called again on XX/XX/XXXX, and was told I was 9 months past due and my only option was to pay in full, sell the property or do a deed. Again, I asked to be transferred to XXXX and was told she was in a meeting. I called again the following day and was told I didn't have a point of contact and no one was assigned to me. At this point, I was extremely confused and had no confidence ( if I had any left ) in this company and them being able to help me. Today, XX/XX/XXXX I called in again to confirm my appeal was received. I was told it had not been received. I questioned why my balance and past due payments were so high when I made 6 payments from XXXX-XXXX. The guy XXXX I spoke to said he wasn't sure and that's what the system showed. At this point, I'm not sure where my trial payments went or who was supposed to be monitoring this for me at Loan Care. I also don't know as no one can tell me what my true past due balance is. At the same time, they should have removed the MI amount from my payment as I've met the requirements for that to go away. Again, no one could help me with that. I feel as if I am being set up to fail. Especially since I had no options to make my XXXX payment except to speak to a live person and during their business hours not considering my time zone or work hours. Individuals who are current have multiple options to make payments. I would think those in need or in a workout should have the same options to help ensure success. I especially still don't understand why it took them 7 months to transition me to a modification with no explanation or communications to me. Another item of concern which highlights their lack of professionalism or oversight is the past week I have finally received recordings from Loan Care on my phone ; however the recordings indicate that my " XX/XX/XXXX mortgage statement was not mailed ... ''. We are in XX/XX/XXXX. I feel as if the company is just dialing my number and pressing some button to play a message to say they " called me ''. During one of my numerous calls to them, I brought this to their attention and shared they may have a system issue with their phone systems. Nothing has changed yet. Although, this is the least of my worries, but I feel is relevant to show how incapable this company is in servicing my mortgage. If they can't keep control of what messages they are sending out, how should I feel confident they even did what they were supposed to do for my mortgage modification. Especially since no one can tell me where my trail payments went. I am very concerned in losing my house and feel I did what I needed to successfully get a modification. I was told incorrect information, I was prevented options to make my payment, and I was misled. I have even tried to make a monthly payment now and can not. I wasn't sure where else to go or what else to do as I do feel I was treated unfairly and was neglected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-24

N Brunswick, 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

2018-05-24

E Stroudsburg, PA

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