LoanCare, LLC

2018-04-25

Tyrone, NM

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I am contacting you on behalf of my husband and me. The loan is in his name and I am authorized on the account. ( XXXX XXXX XXXX/XXXX XXXX XXXX ) In the summer of XX/XX/XXXX we fell behind on our mortgage payments due to several family health crises that all hit within months of each other. Our loan was being handled by XXXX. We attempted to work with them and they were consistently rude and uncooperative. ( They suggested we let our vehicles go as a solution. Thus, we can't get to work ... and even if we let them go, they would be sold at auction and we would still be liable for the balance. ) They also presented us with a repayment plan we simply could not handle at the time. We were threatened with loss of our home several times. In the fall of XX/XX/XXXX our roof was destroyed by a hail storm. At that point everything with XXXX stopped, pending the repair of the roof. XXXX XXXX paid our claim but we were required to send the check to XXXX. It took an inordinate amount of time for them to release any of the funds to repair the roof, thus risking further damage. It caused a great deal of trouble for and with the roofing company. We did not get that completely resolved until XX/XX/XXXX AND it is my understanding as of XX/XX/XXXX of this yearthere still may be a problem. At some point during the XXXX nightmare, we were attempting to get a loan modification. Before that process was completed - our loan was turned over to XXXX. It took months and months for XXXX to get the paperwork from XXXX ( Including the amount they still held for the roof repairs. ) XXXX finally sent someone to inspect the roof and released the funds. In the meantime the roofer had put a lien on our property. ( NOTE : We have no complaints whatsoever with XXXX. We wish they could have kept our mortgage! ) We finally paid the roofer and pretty much had to start the loan modification over again. We got the agreement in place in XX/XX/XXXX and made three payments as agreed. ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) We were all set and relived and ready to go on with life. We thought it was all over - BUT - XXXX then took over our loan and it is now being serviced by Loancare. They apparently did not honor the agreement we had in place. (???? ) It is now XX/XX/XXXX - and we have no mortgage agreement. Although, we were sent a packet from XXXX stating what your payments would be, etc. However, they will not accept our payment due to the loan modicfication that IS STILL NOT IN PLACE. We have called Loancare every month. They initially stated they didn't have all the paperwork from XXXX. We waited. Then they said they didn't have the paperwork showing the lien the roofer had filed had been released. We sent them that information. Then nothing. Last month they told us it was with the underwriter and we would hear something wihin a week. We called on XX/XX/XXXX. We were told that the lien was still an issue. The rep attempted to put us in touch with our point of contact. ( Not the same one we had been working with who dealt with the lien ... .a new person. The THIRD point of contact we have had. ) We left a message to please email or call. Nothing. TODAY XX/XX/XXXX we received our monthly statement from XXXX/Loancare. We are being charged a late fee every month AND this is all on my husbands credit report. I called was put through to or point of contact ( XXXX XXXX ) and left ANOTHER message. Meanwhile - a man stating he is from XXXX mortgage was here taking pictures of our house and stated that they were seeing if it was abandoned. We tell them we are here every time we call Loancare ... .while pleading with them to please get our loan modification in place. We recently spoke to a retired mortgage lender who advised us to contact you as he did not think any of this sounded right. He advised that some home owners have been given the runaround until they completely lost their homes. This is a lousy way to treat a Veteran with 29 years of service. To treat anyone. We have been trying to get this resolved now since XX/XX/XXXX! My husband works under a security clearance. This mess showing up on his credit report - which it does - could cost him his job!!! The amount owed is now over {$420000.00}. We just want to get this taken care of, make our mortgage payments and hope we can retire!!! 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

2018-04-25

Harsens Is, 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

2018-04-25

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX per our conversations both phone and email, I was instructed by XXXX XXXX Special Loans Administrator, LoanCare , LLC to send Cashiers Checks 1 : {$270000.00} for curtailment of principal and the other {$300.00} for quoted recast fee both dated XX/XX/XXXXon XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX. Certified Mail receipt has signature date and time received as well as tracking record showing that Loan Care received these checks. I contacted XXXX XXXX by phone several times after several days when I did not receive mail package as expected for signing of new recast. I have since called Loan Care and XXXX XXXX, and her supervisors many times and been told to wait due to back up of work loads but checks still were not found. I have checked several times with XXXX XXXX and verified that these checks have not been cashed to date. Then it was disclosed that XXXX XXXX is in Florida and Loan Care office that received checks is in Virginia. I have been on the phone with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and several other employees. I was informed that all costs related to reissuance and cancellation of lost checks would be paid by Loan Care. I can compile an exhaustive list of phone calls and employee names if needed. As a result of LoanCare determining that checks were lost in their possession I met with XXXX XXXX Banker XXXX XXXX XX/XX/XXXX re : reissuance of these lost checks, and discussed with Loan Care on phone per UCC section 3-312 that LoanCare should proceed with declaration that they lost checks and must pay 1.5 % surety bond or indemnity agreement and {$33.00} per check for cancellation if within a 90 day period of checks issuance. That totals @ {$4100.00}. Loancare rarely returns my calls and has not agreed to do this, but has asked that I cancel cashiers check and pay those fees for which I have no funds a and presents double risk of 2 outstanding check according to XXXX XXXX. Double jeopardy problem with the initial checks being payable since a cashiers check can not have a stop payment put on it. Also I have no confidence now in this loan servicing company as I have been told less than the truth and not had my emails or calls returned as promised. I can not seem to break through to a higher level of management although I have requested several times. In the meantime my payments are current but my income has decreased substantially in anticipation of this recast having been completed as agreed in the first quarter of this year. All is coming out of savings. I am paying mortgage interest each month. It feels very unfair that I have to pay for this incompetency, I have no confidence that the same thing would not happen again or that any costs I have incurred will be reimbursed especially after reading XXXX complaints. I hope that retaliation is not an issue. Documentation including scans of original checks, envelope, letter of intent and certified mail tracking and signature have been sent to Loan Care several times. It is part of my loan file. As of this morning XX/XX/XXXX no action or resolution per 40 minute phone call with XXXX and XXXX at Loan Care XXXX XXXX both refused to put me in touch with higher management. XXXX requested Uniform Commercial Code 3-312 documents from me. She called me back and states that the research department are reviewing. I have contacted XXXX after reading XXXX reviews. No response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-24

Scottsdale, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, I have requested my mortgage loan servicer Loancare, for mortgage loan number XXXX, provide me the Mortgage Insurance Premium ( MIP ) deletion guidelines and requirements. I submitted my request through their online website and have had no response in the last three months. I know it is law that they at least acknowledge the receipt of my inquiry within a few days and they failed to do that as well. This simple request is being outright ignored by my servicer. By refusing to provide me these guidelines or rules, they are knowingly avoiding my request so they can continue to collect the premiums. Let me add that their website does not have an inbox anywhere. They have my correct email address on file and still have not sent a response. 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

2018-04-24

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXXXXXX XXXX. our mortgage company, in late XX/XX/XXXX informed us that our mortgage payment would increase from {$3700.00} to {$3900.00} due to increase in our escrow account. In mid XX/XX/XXXX, we received another notification from XXXX XXXX ( now former mortgage company/servicer ) that our mortgage, account number : XXXX, was being transferred to Loan Care XXXX XXXX effective XX/XX/XXXX and that all payments from that effective date should be made payable to and sent to that Servicer. However, no account number for the new Servicer was provided in the correspondence. Hence, on XX/XX/XXXX, in an effort to make our XXXX mortgage payment I called XXXX XXXX to obtain confirmation that the information about transferring of our mortgage was indeed correct. The represented XXXX XXXX confirmed the facts and that the new Servicer was indeed XXXX XXXX XXXX, provided a new mortgage account XXXX, their mailing address and phone number. Hence, immediately after speaking with the representative on XX/XX/XXXX, I logged into my XXXX XXXX Bill pay Center online, update with the new account number, new Loan Servicer XXXX XXXX XXXX, but then I noticed that the address and phone number that the representative had given on the phone was similar to that of XXXX XXXX, so I did not change that portion of information in our Bank Bill pay Online system. Shortly thereafter, on XX/XX/XXXX, I submitted a request via our Bank Online Bill Pay Center to pay our mortgage in the amount of {$3900.00} payable to the new servicer XXXX XXXX XXXX XXXX. Payment in the amount of {$3900.00} was debited from checking account on XX/XX/XXXX. See Appendix A On XX/XX/XXXX, we received a package via U.S. Postal Service from XXXX XXXXXXXX XXXX -- See Appendix- B, a document officially confirming that our mortgage was transferred. However, upon careful review, we noticed that the account number was different from the one that was provided us on XX/XX/XXXX, account ending XXXX. I immediately called the phone number provided in the XXXX XXXX document. The representative, who answered the called, informed me that we had two loans, a Home Equity Line of Credit with assigned account number XXXX and the First mortgage with assigned account number XXXX, both of which was transferred from our previous servicer XXXX XXXX, and the funds received was broken up and distributed to the XXXX account. I immediately informed the representative that we only have one mortgage loan with XXXX XXXX that was our First Mortgage and we DO NOT have a Home equity line or loan, because that was discharged in a Chapter XXXX proceedings in XXXX. The representative asked me to hold to confirmed what I had told him. The representative came back online after 5 minutes and said they will apply the payment of {$3900.00} to the correct account. On XX/XX/XXXX, I received another correspondence via US Postal Service from XXXX XXXX XXXX. This document subject line stated DEBT VALIDATION LETTER. See Appendix- C. I immediately called the number that was provided in the letter and information that again, that we do not have this debt and I am not sure why it was transferred to them when it was discharged in a Chapter XXXX proceeding. On XX/XX/XXXX, we received a correspondent from XXXX XXXX ( former servicer ) outlining information about our escrow account. See Appendix- D. On XX/XX/XXXX, we received two separate correspondences from XXXX XXXX. One referencing the transfer of Home Equity Line of Credit See Appendix- E, and Monthly Statement document See Appendix- F. With this new information we called XXXX XXXX again, informed that we did not have a line of credit account and asked them why the amount due was {$7800.00}. The representative told me, that they did not receive our XXXX payment and we needed to send proof of payment. We informed them that was not the case ; that we had already paid our XXXX payment and it was debited from our Bank checking account. Consequently, on XX/XX/XXXX, as requested, we sent proof of payment such as our bank statement, which I sent via the email ( XXXX ) that was provided by the representative. See Appendix- G. With this email submission, it generated an Escalated Payment Dispute ticket and as such on XX/XX/XXXX, an email was received from XXXX XXXX that the problem was resolved and ticket closed See Appendix- H. On XX/XX/XXXX, we sent out XXXX mortgage payment via Bank Online Bill Pay System in the amount of {$3900.00}, however, with all the back and forth I forgot to update the XXXX system with the correct account number from the XXXX to XXXX. As such, our XXXX mortgage payment was sent out to the incorrect account number. Payment debited from the account on XX/XX/XXXX. See Appendix- I. On XX/XX/XXXX, I called XXXX to inform them that our XXXX payment in error had the incorrect account number on it, and to ensure that they post the amount to the correct account. On XX/XX/XXXX, we called to confirm if our XXXX payment was posted to the correct account because the payment had already been debited from our account. The representative informed us that they received the payment and have posted it, but XXXX payment was still outstanding. We informed the rep that we received an email that the problem had been resolved with the proof of payment ( our XXXX XXXX checking statement See Appendix- H ). The representative informed me that he will look into the matter. However, on XX/XX/XXXX, I received an email from LoanCare that our proof of payment for the XXXX payment was insufficient and I need to provide additional information See Appendix- J. We immediately called LoanCare, spend over 3 hours on the phone but pushed from one individual to the next. After that long lengthy process, we were told to get proof of payment ( electronic transmittal form ) from our bank. We immediately called our XXXX XXXX and requested the information LoanCare needed to verify payment. However, I also requested not only proof of electronic payment for XXXX payment but also for the XXXX payment as the mortgage account number was incorrect on that payment as well, and asked them to send it directly to the LoanCare as well as provide me with a copy of that transmittal form. On XX/XX/XXXX, requested electronic transmittal forms were sent to LoanCare from XXXX XXXX and copies of the transmittals were also sent to me. See Appendix- K. Hence , On XX/XX/XXXX, I received an email that the problem has been resolved. Appendix- L. However, on XX/XX/XXXX, we logged into our Bank checking account and noticed that XXXX XXXX refunded to our account an amount of {$3900.00}. See Appendix- M. we called immediately and asked why. The representative indicated that they did not receive our XXXX payment and they did not refund any payments and we needed to contact my bank regarding the matter. However, when we spoke to LoanCare rep on XX/XX/XXXX, we were told they received the payment and posted it. We called our bank shortly after we spoke with LoanCare rep and we were told by the bank rep that they did not request any refund. In any event, we informed the bank rep to resent the payment to LoanCare. Payment was debited from the account on XX/XX/XXXX. See Appendix- N. On XX/XX/XXXX, we received another email from LoanCare that the problem was resolved and ticket closed. See Appendix- O To our surprise, today XX/XX/XXXX, we received our Monthly Mortgage Statement and it shows that we delinquent on our mortgage with a past due amount of {$8300.00} - See Appendix- P, that they disbursed Hazard insurance in an amount of {$4100.00} ; however, this is not accurate information. Furthermore, our hazard insurance policy the amount is {$3200.00} See Appendix- Q. After referring the Monthly Statement today, XX/XX/XXXX, we called LoanCare yet again, trying to appeal to their sensibility, a representative responded to the call after 15 minutes, and then after explaining the problem from start to finish once again, she could not help and tell me she will transfer me to her supervisor. We waited for XXXX hour, 15 minutes and 21 seconds and still, no supervisor came on the line. We finally decided to call the Consumer Financial Protection Bureau, and then my attorney and still after all of that, still no one from LoanCare came on the line. This is what consumers are facing. From what we have encountered in these past two months, it leaves me speechless. Firstly, after investigating and speaking to several representatives over these past two months, we now come to realize that XXXX XXXX XXXX is closely affiliated with XXXX XXXX, if not, one of the same. Both companies have similar addresses and phone numbers. At this point, we have numerous unanswered questions. For starters, if these XXXX XXXX and XXXX XXXX XXXX are one of the same, why was our mortgage account number changed in XX/XX/XXXX? Was this done in an effort to defraud us or foreclosure our property? We have been had the XXXX mortgage account number ever since we obtained our mortgage with XXXX XXXX in XXXX. Additionally, why was a Home Equity Line of Credit account transferred to XXXX XXXX XXXX in the first place, when our previous HELC with XXXX XXXX was discharged in XXXX in the Chapter XXXX proceeding? Why when we call now, LoanCare representatives try to hide the fact that they had sent us HELOC documents in the mail? Why do they now claim that the HELOC documents we received must have been a fraud from someone else, even though it clearly states their company name, address, and phone number? Why is XXXX XXXX now stating that they know or have no such HELOC account number XXXX in their system when in fact they received payments with this account number in both XXXX and XX/XX/XXXX? This company is very deceptive and may have deleted records from their system to hide the fact that they try to collect funds on a closed, already discharged account. XXXX XXXX XXXX and/or its representatives are dishonest, a very, very, very incompetent bunch who are deliberately conducting some kind of fraudulent activities against consumers. Frankly, they should not be allowed to service ANY type of consumer mortgage loans or even to remain in business in general. Based on the most recent mortgage statement received from LoanCare, the unapplied balance shows on the document of ( {$3400.00} ), the 4 & 9 seem to have been deliberately transposed to give the impression that our mortgage payment received by them was short {$450.00}. Additionally, returning our XXXX payment as a refund, even when it was received on XX/XX/XXXX by them as shown on our bank statement, is also a deliberate, malicious act to put our account in a delinquent status. We are not certain what they hope to gain from all of this, but if it is an attempt to put our mortgage in pre-foreclosure, this is fraudulent and they should be stopped and fined handsomely. The payments LoanCare received based on records from XXXX XXXX sent directly to them and from our bank statements presented to them, clearly show without a shadow of doubt, that two payments in the amounts {$3900.00} respectively debited XX/XX/XXXX for our XXXX payment, and another debited XX/XX/XXXX for our XXXX payment, ( returned XX/XX/XXXX ) and again debited on XX/XX/XXXX. This situation leaves us emotionally drained and frustrated. We would like all of our mortgage payments received by XXXX XXXX to be accurately posted immediately to our mortgage account and displayed as it should with no fees added of any sort. We have paid our mortgage for over 7years on-time and without any problems until this Servicer took it over in XX/XX/XXXX. See Appendix Z - Other relevant information This is by far the most incompetent bunch we have ever had to work with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-23

Fort Mill, SC

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

2018-04-23

Mill Creek, IN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The company is loan care, and I believe they are messing up my escrow account. I have verbally asked to have the account terminated and I was told no I have to submit in writing. I over paid escrow in 2016, i received a letter on the XX/XX/XXXX stating I need to file for another check since it was never sent to me. On the XX/XX/XXXX I faxed the info, letter said 7-10 days to process and today is the XX/XX/XXXX and still has not been processed. XXXX XXXX from the department has not returned my calls from the last two weeks and no one knows where the check is. I have called several times to no avail when I looked them up they have 100s of complaints about this very issue and customer service. They have a 1.2 rating with the better business bureau. And how has my mortgage gone from XXXX to XXXX in 3 years when my insurance is cheaper and taxes are the same? Please help me figure this horrible company out. Thank u ... 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

2018-04-20

Charlotte, NC

Incorrect information on your report

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

Information belongs to someone else
Complaint: A delinquent mortgage belonging to my estranged husband was added to my credit report on XX/XX/XXXX by Loan Care ( XXXX ). I am not nor have ever been a Co-Borrower or Co-Signer on this account. He has had this loan since XX/XX/XXXX. Now that he is delinquent Loan Care has reported this account illegally to my credit report. My score has dropped 70 points. I called to discuss on XX/XX/XXXX when I discovered this error and was told the first time that this was not their error and that I had to dispute with the credit bureaus myself. I called again on XX/XX/XXXX and was told that I was not in their system as being on the loan and to submit an email to customer service. I submitted an email on XX/XX/XXXX along with 2 Credit Reports showing the negative account on my credit reports where I was listed as a joint mortgage holder. I received a generic response with a ticket number. I called on XX/XX/XXXX and was told that because I was not on the loan as a co-signer or co-borrower they could not discuss with me. If no one from Loan Care will speak with me or acknowledge that there is an error how do I get this delinquent mortgage off of my credit report?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Columbia, SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Good Day. My name is XXXX XXXX XXXX Late last year my loan with Loancare ( # XXXX ) was overcharged for taxes but I was able to contact my county auditor 's office to have the payment sent back to loancare. Around XX/XX/XXXX I received an email from loancare that an escrow review had been done and my mortgage was going to go from {$550.00} to {$820.00} because they had to pay out extra for taxes. I called loancare on XX/XX/XXXXand was informed that all I had to do was to go to the auditors office and get the paperwork stating that I had a XXXX balance for my taxes and once they received it they would send a message to have a subsequent analysis done. I got the paperwork submitted to them on theXX/XX/XXXX and called back to make sure they received it, they did receive it and told me to call back in 5 days and it would be corrected. After 7 days I called back and it still hadn't been corrected and was told to give them another 5 days, which I didn't agree with but there wasn't anything I could do so I agreed. I then called back on the XX/XX/XXXX because it still wasn't done and my mortgage is due on the XXXX of each month. I was told it still wasn't complete and I had to wait, I didn't accept it this time and asked to speak to a supervisor. I was able to speak to a XXXX XXXX ( XXXX ) XXXX who informed me that she was going to personally send an email to the escrow department and not to pay my mortgage and she would make sure that it would be complete by the XX/XX/XXXXand as such she take any late charges that occur off. She also told me that it would be finished by the XXXX. I called back on the XXXX to her direct number and left a message, I didn't get a response. I have been calling everyday since then and still haven't received a response. I just called again this morning, XX/XX/XXXX and now I am being told that they are waiting to update a tax line. I keep getting the run around and I am so frustrated. They also have a direct number, which is ( XXXX ) XXXX and my loan # is XXXX, again, my name is 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

2018-04-18

Three Bridges, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To Whom It May Concern, On XX/XX/XXXX, XXXX XXXX switched their back office company from Loan Care LLC to XXXX XXXX XXXX XXXX. My mortgage was being paid bi-monthly through XXXX XXXX XXXX was supposed to cancel their payments to Loan Care ( they did forward XX/XX/XXXXand XX/XX/XXXX payments to XXXX. ) I established a new XXXX XXXX to XXXX XXXX. XXXX never canceled the first account. I noticed the double payments in about XX/XX/XXXX or XX/XX/XXXX. I started calling XXXX, Loan Care and XXXX trying to locate the excess money. All three companies denied having my money and XXXX denied withdrawing it. I called my Financial company XXXX XXXX and they told me I had to stop the company making the withdrawals. I was stuck fighting 4 large financial institutions who were not helping me. I eventually got XXXX to stop the withdrawals ( I lied and claimed fraud. ) I finally spoke to a helpful gentleman at XXXX and he sent me printouts showing XXXX forwarding payments to Loan Care. On XX/XX/XXXXI sent a registered letter to them ( received XX/XX/XXXX ) explaining the situation and showing the proof from XXXX. I asked for them to either return the money ( now {$23000.00} ) to me or show me proof of the money being forwarded to XXXX XXXX. OnXX/XX/XXXX, I spoke to XXXX (? ) who told me they never received the letter despite my proof from the Post office. I sent the letter, XXXX printout and proof of delivery by email and I received a response email confirming receipt and issuing a ticket number XXXX. I again waited for a response. OnXX/XX/XXXX I received an email requesting proof from XXXX XXXX This is despite the fact that I sent that info registered mail XX/XX/XXXX and emailed it again on XX/XX/XXXX with a confirmation email receipt. I sent it again and awaited a response. On or around XX/XX/XXXX, I spoke to XXXX who seemed sympathetic and claimed to be working with a manager. I begged her to call me by XX/XX/XXXX and at least give me an update if not the answer. Of course she hasn't called me back yet. On XX/XX/XXXX, I spoke to XXXX XXXX who claimed to be a supervisor. Again, I begged her to call me by XX/XX/XXXX to at least give me an update and keep me in the loop. She never called even when I left messages on her personal number. On XX/XX/XXXX I sent a letter to the CEO XXXX XXXX overnight which was received XX/XX/XXXX. Again I begged him to please have someone contact me before I took regulatory as well as legal action. To this date, which is almost 5 months later, no one has responded to my issues. My understanding was they had 30 days to respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

Rncho Domingz, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The Client CalledXX/XX/XXXX spoke with XXXX Employee # XXXX to explain payment was made on time and accepted by loancare, but the funds were not applied to the loan resulting in 30day past due notice. Was told to send email with proof of payment for XX/XX/XXXX via trace number to email address XXXX XXXXor loan # XXXX ... XXXX. Response from LoanCare XX/XX/XXXX Reference number : XXXX ... 4X Please use this ticket number in any correspondence with us. Subject : Loan # XXXX ... 7 proof of payment trace number XXXX ... XX/XX/XXXX Dear Valued Customer, Thank you for contacting us. To research this request we would need a copy of the cashed check front & back, or the electronic transmittal form from your bank. The Client provided Bank Fax with payment information on XX/XX/XXXX. There was not a response from Loancare. In a call to follow up on XX/XX/XXXX, the company claimed the ticket was closed for insufficient evidence by XX/XX/XXXX. This seems like an unreasonable short window to provide requested feedback. The company, myloancare, did not reopen the ticket to continue research when requested. The company did not take measures to communicate properly with the client. The company mis-represented delinquency while accepting money. The company using email correspondence, and left mailing address as response in to research file # XXXX ... 4X The company mailed paperwork on XX/XX/XXXX citing lack of response from the client, and inability to contact the client. The company did not respond to client inputs via email or phone inquiry Client sent another email request on XX/XX/XXXX.The email was sent via the online Loancare email customer service request on website. The Client included a PDF attachment in that email. There was no response from Loancare as of XX/XX/XXXX. The PDF contains the entire written trail of events and correspondence between XX/XX/XXXX and XX/XX/XXXX The Client issued a complaint via CFPB on XX/XX/XXXX. The PDF with written trail of events was uploaded to the complaint made at CFPB on XX/XX/XXXX, citing lack of communication in light of objective evidence and written response request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

Chula Vista, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My wife lost her job in XX/XX/XXXX. She received unemployment benefits until they were exhausted. During that time, XX/XX/XXXX, my wife was looking for work and ended up having serious health issues. After getting back on her feet and finding a job, things were spiraling downward consistently. We contacted Keep Your Home California ( KYHC ) in hopes for assistance with our delinquent mortgage. KYHC had a principal reduction program that we qualified for. We informed Loancare that KYHC was going to try and help us bring our mortgage current and work with Loancare to bring our mortgage down to an affordable payment for us. KYHC told us that they werent getting any responses from anyone, and when they did speak with someone, they said that the company was only willing to do a curtailment. KYHC told us that they needed our company to buy us out of the pool or sale our loan to someone who is willing to work with KYHC fully, because thats the only way that they could help us. Meanwhile Loancares Loss Mitigation Department was trying to come up with a solution for us, which was great, except it wasnt affordable for us, so we appealed. And when we called Loancare to try to get them to work with KYHC, it didnt go so well. So time lapsed and we lost the benefit of KYHC. One great thing is that KYHC said we could apply at a later date if something changed. We applied, reapplied and appealed with Loancare, because the payments offered in the modification were still unaffordable to us and would have resulted in immediate failure on our part. We would have eagerly accepted and was hoping for a mortgage payment just a few hundred dollars less than the modification plan offered us. Through Loancares modification, they came up with a payment of roughly {$2100.00}, when it was roughly {$2600.00}. {$2100.00} is lower than what the payment initially was, however, it is at this time is still out of our reach. I work a full-time position and am XXXX XXXX. We are now being given the option to short sale or foreclose. And that is not what we want to do. We would like to know why Loancare, who is our servicer, cant communicate with the lender to buy us out of the pool or sale our loan as KYHC suggested. It would be great if an obtainable modification could be reached. We knew that we had to choose assistance from KYHC or Loancares Loss Mitigation Dept. so we made it clear that we wanted to go with KYHC because it offered more help to us, it was working on our behalf, keeping us in our home, with the goal of lowering our mortgage payment so that it would have been affordable for us. According to HUD, our lender should do everything possible to help us remain in our home. We are pleading with our servicer and lender. What seems like a really great option to us, they dont seem to want to consider. My question to them is why not? We would accept a lesser modification determination, something we could reach, without failure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-17

Topeka, KS

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

2018-04-16

Charlotte, NC

Struggling to pay mortgage

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

2018-04-15

Federal Way, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Due to a recent refinance, LoanCare has my loan. In my opinion, they use a coercion mechanism to deny customer the right to a postal statement. In particular, I can't see any online statements at www.myloancare.com, unless I agree to accept 'estatements ' thereby losing my right to a postal statement. Result, IF the postal statement is wanted ( it is ) then looking up the statement online, is barred by LoanCare. FURTHERMORE, they do NOT mail the postal statement timely. I want to pay the loan by the XX/XX/XXXX of each month ( 10 days early ). I typically don't have their postal statement, AND I can not look up the eStatement online either. The result is I have no statement at all, neither electronic nor postal, when I'm ready to submit payment ( typically the XX/XX/XXXX ). I've had MANY mortgages ( and credit cards ) in my life, and never experienced this type of blockage against postal statements, NOR blockages against looking up statements online. All attempts to resolve this with Loancare fail absolutely. They are uniquely unhuman and unhelpful. Now they changed my statement headers to " XXXX '' apparently moving my loan servicing to another subsidiary. The tight timing to my objections, suggests they changed the company name on my statement, to 'cover their tracks '.
Company Response: Closed with explanation

Timely Response

2018-04-15

Charlotte, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was " sold '' to loancare by another company. Based on getting paid monthly, we always paid our mortgage on the XXXX before late fees accrued and paid online. After the mortgage was changed to loancare, we have had to pay " late fees '' based on when it is paid. Ex. 1-5 days {$5.00} extra, 10-15 and 15-30 {$10.00} extra. Not to mention, IF for whatever reason we get paid late, we have to pay the mortgage later and then there is a real late fee ... so we are paying DOUBLE late fees. Again, I stress, we have NEVER had to pay late fees with our previous arrangement. We do not have a ton of money so every little bit counts in this day and age. I called loan care to explain the fees and they said it is a fee to USE the online payment option. Being the technology age, this is the ONLY company that CHARGES to pay a bill. It is also very odd that a fee would change amounts based on when a bill is paid. I called numerous times to ask for the due date to be changed so I can avoid these charges and they said " no, the due date is based on your last company 's agreement, therefore, we will not change the due date. '' They do not even try to work with you. One lady even said, this is how we make our money. I am so appalled that they do not work with and it is frustrating to pay extra every month for no reason. To my understanding, this is a management company that works for financial institutes. It is not fair to the customer to pay extra on top of what we agreed upon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-13

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been working with LoanCare and have been providing documents to be reviewed for a loan modification. As of XX/XX/XXXX they confirmed they received all the documents they requested and were escalating it to the underwriting department due to the foreclosure sale date scheduled for XX/XX/XXXX. When calling LoanCare this morning, XX/XX/XXXX, they informed me that my application is still being reviewed by underwriting, however, LoanCare has not submitted the request to have the sale date postponed. This would be considered a form of dual tracking and violation of Homeowner Bill of Rights if they are stating they have everything they need but yet are refusing to postpone the sale leaving me with limited options and in a stressful situation. LoanCare has failed to provide me with either a denial ( and the right to appeal ) or an approval so therefore the foreclosure sale can not continue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-13

CA

Trouble during payment process

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

Complaint: We recently paid down the principle balance due on our HELOC in order to lower our monthly payment amount. When we could not obtain an accurate payment amount on the LOANCARE website, I called their customer service. I placed three phone calls to the company. 1 ) ( XX/XX/XXXX ) - Reached a LOANCARE representative who stated I would be contacted by XX/XX/XXXX to gather information to " recast '' the loan. 2 ) (XX/XX/XXXX ) - No call ever came. I called LOANCARE again. The representative stated that the loan could not be recast because it was a variable rate, but that my payment amount would be recalculated on the new principle balance of {$60000.00}, loan due date of XX/XX/XXXX, and it would appear so in my next statement. 3 ) (XX/XX/XXXX ) - Received the HELOC statement and noticed that the loan had been recast by accelerating the contract due date to XX/XX/XXXX. 4 ) ( XX/XX/XXXX ) - Called LOANCARE. Representative told me that provision # 10 in the attached HELOC agreement, " allowed LOANCARE to make changes that unequivocally benefit you. '' LOANCARE has without contractual basis or cause, accelerated the loan term thereby materially violating the contract. There is ABSOLUTELY no " unequivocal benefit '' to us to have the loan repayment terms accelerated. 1 ) The loan maturity or due date is XX/XX/XXXX, approximately 9 years from now. 2 ) The HELOC was sold to us as a 20 year home equity loan. 3 ) There is no acceleration clause in the contract. 4 ) The purpose of paying down the principle was to reduce our payment and we relied on the repayment terms of the contract maturity date. 5 ) Acceleration of the repayment period solely benefits the mortgagee. 6 ) It is pure fiction that we ( the mortgagor ) derive some " unequivocal benefit '' by having the repayment period accelerated. 7 ) Contrary to what LOANCARE representatives stated to me on the phone, LOANCARE can recast the variable rate HELOC and in fact has by recasting our HELOC maturity date to XX/XX/XXXX from XX/XX/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

2018-04-11

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

2018-04-11

Gates, NY

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

2018-04-10

Greenwood, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I lost my job and receive unemployment insurance. I am also part of the Keep your home California program. My loan care the mortgage service company told me that I was enrolled into a new program without my knowledge and as part of this program I would NOT be notified if my mortgage payment was late. I received a credit notification that my credit score went down significantly and when I inquired as to the reason I found out that My loan care placed a 30 day late on my mortgage. I was never once notified about my mortgage being late. My loan care stated that as part of this new program that I was enrolled in ( with out my knowledge ) that i would no longer receive notices if my loan was late. They would only ding your credit and not tell you about it at all. I asked to speak to a manager and still have not received a phone call back. As soon as I found out that my loan was late I promptly paid the payment but cant get them to remove the 30 day late notice from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-10

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

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

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

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

2018-04-09

Delray Beach, FL

Closing on a 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

2018-04-08

Anthem, AZ

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