LoanCare, LLC

2018-05-23

Larkfield, 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

2018-05-23

Patterson, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: I contacted Loancare on XX/XX/XXXX after my insurance company ( XXXX XXXX ) sent me a bill for the unpaid Hazard Insurance that was due on XX/XX/XXXX. I was transferred around to multiple people, who stated that they would not pay a bill until they received an evidence of coverage document. I then contacted my insurance agent, and was told that multiple bills and coverage documents had been sent going back to the beginning of XX/XX/XXXX. My insurance agent assured me that they would generate another document and send it that day. I was copied on the document that was sent to Loancare on XX/XX/XXXX at XXXX XXXX ( Eastern ). I called my insurance agent on or about XX/XX/XXXX to see if payment had been made, and found out it had not. I again contacted Loancare to determine why, and the person on the line was very irate, and told me that it would be paid, but refused to commit to a timeline. I contacted my insurance agent again on XX/XX/XXXX to see if payment had been made, and again, found is was not. I contacted Loancare again, spoke to someone who transferred me to " the insurance division ''. I spoke to a " XXXX '' who told me that a check was being cut and would be overnighted - being mailed on XX/XX/XXXX, and told me that I could again call in tomorrow to get the check number and XXXX tracking number, but that they would not follow up with me. I asked why it took so long to get the insurance paid, considering that there was plenty of money in my escrow account, and the bills had been submitted to Loancare for several months. XXXX stated that there was a " disbursement hold '' but that it had been removed. I questioned what that is, who and why it was there, but she could not answer, so she sent me back to Loancare ( apparently, the " insurance division '' is a separate company ). I was transferred back, and requested the who/when/why of this disbursement hold. The lady I spoke with said that there is no hold, and she can not see anything about it. I requested to speak with a manager, and after about 10 minutes on hold, spoke with XXXX. She reiterated that since there was no hold, she could not tell who/when/why. I requested that she research why and tell me. She stated that she would have to contact another department and await a response, but refused to commit to following up with me by a specific date. ( I'm concerned that my insurance is going to lapse, as I can not trust that Loancare will have paid the bill ) I stated this to XXXX, who " understands my concern ''. I asked that she follow up by Monday XX/XX/XXXX, however, she refused again to commit to a date. I reiterated that the insurance MUST be paid before XX/XX/XXXX to avoid a lapse in coverage, however, she stated " the insurance division said they are sending a check ''. I reiterated that I could not trust that, since Loancare has been receiving bills for over 3 1/2 months and still had not paid it. I requested to speak with her manager, and after a long hold, was transferred to a " XXXX '' voicemail box. I left a message to him to get back to me no later than XX/XX/XXXX so that I can guarantee that my insurance is paid properly. In looking at my account while speaking with XXXX, I noted and asked her why all the escrow disbursements to date are late : XX/XX/XXXX insurance bill deducted from escrow on XX/XX/XXXX ; and XX/XX/XXXX State/County taxes not paid until XX/XX/XXXX. In both cases, there was an excess balance in the escrow account, so there should have been no reason to pay these late. It appears to me that Loancare is intentionally holding onto escrow funds beyond due dates of disbursements solely to reap interest on their customer 's money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-22

Tuckasegee, NC

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

2018-05-21

Allentown, PA

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

2018-05-21

Dix Hills, NY

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

2018-05-18

Discovery Bay, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: i have two properties in XXXX Ca which i refinanced in XX/XX/XXXX and when i signed all of my Docs all of my docs shows XXXX XXXX California and for some reason Loan care decide to sent all of my mail AGAIN to in address in XXXX keep in mind i already filed a complaint against Loan care in XX/XX/XXXX which got started in XX/XX/XXXX Case number XXXX and here i am again having the same issue. Account # XXXX {$2300.00} Account # XXXX {$1800.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-17

Odell, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018 my mortgage company ( Loancare ) reversed one year of mortgage payments and additional principle payments and showed my account as 12 months past due. My principle owed went up to where it was 12 months previously. After a month and 4 phone calls, they concluded my account was fixed. During this " resolution '' time period, the company did not honor my pre-set auto payment plan ( without notification to me ) and once again showed my account as past due and applied a late fee charge to my account. After 2 more phone calls and escalations, they accepted my payment and said they would wave my late fee. This was on XX/XX/XXXX and my account still show a due late fee. I have since called again as, after their modifications to my account, as my outstanding principle on my XXXX statement is HIGHER than what was on my XXXX statement prior to their incorrect activities on my account. I was told that my issue was being passed to another department and I would be notified of the status. No additional activities have taken place that I've been made aware of and my account still shows a higher principle balance owed in XXXX ( {$210000.00} ) than it did in XXXX ( {$210000.00} ), despite never missing a payment AND applying additional principle payments. I submitted a request via email to their customer service department ( I wanted to document the communication ) requesting a fix to my account and a description of the activities they have performed so that I can feel comfortable that my mortgage has been correctly handled. I have followed up 3 additional times and have yet to hear anything at all from my original request despite automated acknowledgement of receipt of my communication. I am not confident that Loancare is handling my loan properly and that all the payments I've made since loan origination have been applied to my account. I also want to be sure that I was not charged additional interest due to the missteps 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

2018-05-17

Arco, CA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: XXXX XXXX transferred me to a Company named Loan Care whom is still affiliated with them. I had been working on retention options with XXXX until the loan transferred. Once the loan transferred is when my account started falling through the cracks. Every time i called Loan Care I would be transferred to many different departments about 6-8 times since no one there knew how to help me. I submitted my application for retention options on XX/XX/XXXX, just days after it had been transferred. I kept being told that the application was in review for months. On XX/XX/XXXX, I was advised that they needed additional documents and that they would email me with the request. When i received the email, i was shocked and confused by the documents requested. Loan Care was requesting preliminary documents to sell my home and they advised that there was a sale date of XX/XX/XXXX. I never requested to sell my home and for months had been told that my file was in review and there was no sale date. Now they are forcing me into selling my home and telling me there are no retention options, my home is going to be auctioned all because i have an HELOC. This could have been told to me months ago before. Today, i received a letter in the mail stating that I can apply for loan modification options. Every package i submitted, i never received acknowledgement letter, i was never able to speak with a specific person and now i am losing my home. Please help me. i can not lose my 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

2018-05-17

Bakersfield, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I submitted a request for mortgage assistance to LoanCare. On XX/XX/XXXX, I was informed my application has been deemed complete and they will be assigning an underwriter. On XX/XX/XXXX, I was then informed they needed additional documents which were faxed. On XX/XX/XXXX, I received a Notice of Trustee Sale for an auction sale date of XX/XX/XXXX to much my surprise because I am aware of the XXXX and that appeared to be dual tracking. On XX/XX/XXXX, I was advised that all documents have been received and my application was again in review with underwriting. Called again on XX/XX/XXXX and was advised more documents were now needed, submitted the requested documents on XX/XX/XXXX. As of today, XX/XX/XXXX, I am now being told that my documents were received back on XX/XX/XXXX, however, because the sale date is scheduled for XX/XX/XXXX there is now suddenly not enough time to review my application. I have never been assigned a designated point of contact with LoanCare and they proceeded to file the Notice of Trustee Sale while reviewing me for loss mitigation. They have all the documents they need are are being completely unfair by telling me 3 days before my sale date now that suddenly there is nothing they can 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

2018-05-16

San Jacinto, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX I applied for forbearance since my husband left me and I was not working at the time, loan care granted me 6 months. I also then started applying for a loan modification and have since gotten them docs requested and in a timely manner and the same docs so many repeated times.fast fwd to now XX/XX/XXXX and they have denied me a few times stating that my docs would expire and they have never sent me to and under writer because of this, I feel they are trying to get me to lose my house. I have every spoke to external emplyess that say they show they have all docs requested yet loan care still asks for my divorce decree and child support docs over and over along with other docs that never expire. My spoc. Is never reachable, never emails me back I have escalated this to a few different supervisors and no one ever calls me back. This company has been the worst mortgage services I have ever dealt with XXXX owning my home. This has been such a huge weight on my shoulders and seems no fixing in sight since they can just keep changing the rules of the game when I have complied with all they have asked and plenty more. Why is this so very difficult when I have tons of stress going on in life any ways and fear losing my home for me and my XXXX kids this frustrates me to no end and Im feeling hopeless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-16

Westerville, OH

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

2018-05-16

Beyersville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I closed on my home on XX/XX/2017. Thus far I have had no trouble making payments or keeping up. However my loan was sold for its original holder to loan care its current servicer. This is a normal practice of course. What I am upset about is, when I paid my loan in XX/XX/XXXX, I was charged a XXXX dollar late fee for paying on the XX/XX/XXXX. According XXXX XXXX regulations, a servicer is not allowed to charge a late fee to the borrower until after the 15th day. I have tried call them many times to resolve the issue, but just ended up hanging up, because the hold times for an operator is over 1 hour.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

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

2018-05-15

Clayton, MO

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

2018-05-15

Stevenson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I started having problems with this company last year when they couldn't figure out where to put the extra money I paid for my escrow account. so I received a letter stating there was a shortage so I called and was told if I paid the full amount the monthly mortgage wouldn't change so I did. since I was late reading the noticed I paid {$150.00} for XXXX then I paid regular mortgage {$990.00}, I also paid a total amount of {$1000.00} for the escrow shortage and fees. I spoke to a XXXX XX/XX/XXXX to ask why the money wasn't put into the escrow account she said it was but the statement showed otherwise. so after that I kept getting new charges and my mortgage went up double, I called again on XX/XX/XXXX and spoke to XXXX # XXXX, she informed me that that the extra money I sent was put in a 'SUSPENEDED ACCOUNT ' not put in the escrow, and they were taking money to apply to my mortgage which I was told would be {$1000.00} but since they didn't apply the amount to my escrow they were taking it out of this account each month?? so she said she would put it all in the right account and I still had to pay and additional {$170.00} total me paying {$1300.00} and everything was supposed to go back to the {$1000.00}. which I paid over the phone. but the next statement was like I hadn't paid any of the fees and I get a letter stating delinquent and he said I missed a payment I have never missed a payment in the 16 yrs that I had my house. they are making me late with other bills paying extra money, now I can't refinance because of other payments this has dropped my credit score. I am so disappointed with this company. I want it cleared so that I can refinance.
Company Response: Closed with explanation

Timely Response

2018-05-15

Indianapolis, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a letter in XX/XX/XXXX from XXXX. The letter stated an escrow refund check they sent was never cashed. The letter provided instructions on how to proceed in receiving a new check. I followed the instructions and emailed a copy of the form they requested I fill out. I completed this on XX/XX/XXXX. The letter stated a new check would be issued within 7-10 business days of my form being submitted to XXXX. I have not received a replacement check. I called this morning and was informed that because of the high amount of outstanding escrow checks, over 60,000, it would now take 6-8 weeks for me to receive a replacement check. The lady I spoke with could not even tell me if they had received by completed form. The letter I received indicated the check was issued on XX/XX/XXXX. 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

2018-05-15

Chicago, IL

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

2018-05-15

Jersey City, 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

2018-05-15

Cheverly, MD

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Since XX/XX/XXXX I've been inquiring of my mortgage servicer MyLoanCare/ XXXX XXXX XXXX /XXXX XXXX to provide me copies of my loan modification documents. They modified the loan by lowering my monthly payments after going through a long short sale. I've spoken with them over the phone and sent several emails with specific questions related the note, amortization schedule, deferment and related requests. To date they have yet to provide me a copy of my loan modification documents or answer all my requests and questions even after reaching out to a number of their employees and contacts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Newport, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Company- loancare issue- failure to cancel PMI On XX/XX/2018 I paid my mortgage down to below 78 % for which requires the services to cancel my PMI. I contact them in writing twice and phone twice. The first phone call they stated they would cancel PMI asap in accordance with the law. As of a month later it has yet to be cancelled and on XX/XX/XXXX I contacted them again and they stated they have not canceled it since they must look into the loan to make sure everything is up to date which it is. I contacted them again in writing stating I would submit a formal complaint for failure to act in a timely matter and propagation of false information over the phone. They have still not gotten back with me nor sent me any documents for removal of PMI, or even asked for proof of no secondary liens on the property. I have never missed a payment, have a credit score of over 800, and they are have subsequently failed to follow the laws of PMI cancelation. Terrible company. One would only expect to have issues with a company when they are late or delinquent on payments but to perform illegally against customers who are up to date on payments is ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Glendale, AZ

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

2018-05-14

Allenspark, CO

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received a letter dated XX/XX/XXXX. The letter advises that I had not cashed my escrow refund check that was mailed on XX/XX/XXXX ( 6 months after we sold the home ). To date I have emailed, called and faxed to no avail. All I get is the typical run around when someone owes you money. They have more excuses than XXXX has XXXX. Its been 3.5 years and this company still hasn't mailed me my refund. I checked with the State of Colorado Treasurers Office to see if Loancare ( Mtg Co ) had turned over the money to them. Nope, not them either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-13

CT

Incorrect information on your report

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

Information belongs to someone else
Complaint: Loancare ( mortgage servicer ) is falsely listing me as a debtor on a mortgage, however I was never on the mortgage. I believe this is illegal activity on the part of the XXXX XXXX XXXX XXXX as part of the subprime lending crisis. My name was on the Warranty Deed only, never on the mortgage. LoanCare has fraudulently reported to credit agencies that I am in default even though the debt/mortgage is not and has never been in my name. My credit rating has been severely and negatively impacted as a result of LoanCare 's falsification, which is a very serious matter. My credit rating was previously Very Good-Excellent before LoanCare 's false report. The service company name and address : LoanCare , LLC XXXX XXXX XXXX Virginia XXXX, VA XXXX 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

2018-05-12

Daytona Beach, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

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

Timely Response

2018-05-11

Saint Charles, 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