LoanCare, LLC

2018-04-06

Columbia, SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I purchased a new home in XX/XX/XXXX. My mortgage was immediately sold, as is usual, to a company I had never heard of - LoanCare , LLC. I paid them normally and as expected until XX/XX/XXXX. Then I received a statement from them, dated XX/XX/XXXX, stating that my Escrow account was in a negative by $ XXXX. This negative account amount meant my monthly mortgage needed to raise by {$350.00} to have enough in it to cover taxes again by XXXX, XXXX. According to their own statements, it was because my county taxes were paid in XX/XX/XXXX for an amount of {$2700.00} even though the projected amount to that point had been {$1000.00}, and the bill they received from the county tax office was only {$910.00}. The tax office refunded the overage, LoanCare 's website and statements show they have received that refund and my new Escrow account estimate was changed to reflect that and is no longer in a negative ; however, since they are still " projecting '' a tax amount of {$2700.00} again for this year they are still raising my monthly mortgage to cover the projected amount. I have an email from the Tax Assessor 's office stating that the mortgage company paid more than they were billed for - that they paid the 6 % rate for a secondary property instead of the 4 % rate of primary residence that I was actually charged for. The mortgage company agrees that they have that information, but because the previous owners rented the property out and were charged the 6 % rate, they are projecting that I will be charged that even though they admit to having all the documentation needed to see that I should not be charged that amount this year and they overpaid and were refunded that amount for last year. I have emailed and called LoanCare several times. Every call was recorded by their office. I can not afford the raised mortgage amount and there does not seem to be any reason for it to have increased in any way. I do not believe that what they are doing is legal, or at least ethical. Any assistance on this issue will be appreciated. Thank you, XXXX 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

2018-04-06

Randolph, MN

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-04-06

Lopezville, 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

2018-04-05

AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Ive been always paying my mortgage on time. In XX/XX/XXXX, for some reason, the mortgage company didnt receive my payment on time. The payment was a check from my bank account which was mailed to the Mortgage Company by XXXX XXXX. The mortgage company mailed me a Delinquent Notice. When I called them, they said that they did not receive the check. The manager who I was talking to her on the phone, suggested me to put a stop payment on that check and she charged my debit card over the phone for XX/XX/XXXX payment. I did that. She also charged me a late fee. I told her it was not my fault that the check was lost. But she charged me late fee anyway. Since then, they keep sending me letters and calling me for being behind on my payment. They keep charging me late fees. They are threatening me to report the late payment to the credit companies. Ive been on the phone with the mortgage company almost every week since XX/XX/XXXX. I emailed them a copy of my bank statements showing that the money came out of my bank account and was sent to the mortgage company every month. I also emailed them a copy of the confirmations showing that they received the money every month. But I couldnt fix the problem. I talked to and emailed the supporting documents to several managers but every time, there is a new person and he/she has no record of my previous emails and conversations. I have to send the supporting documents again and again. I also contacted XXXX XXXX and I called the mortgage company from XXXX XXXX branch. A banker and I talked to a manager at Loan Care and the banker told her that I made my payments every month. But she didnt listen. I filed a complaint with XXXX XXXX. XXXX XXXX mailed me the Transaction ID # for 2 of my payments. They said the third Transaction ID # is from a different department and they will mail it to me. I am waiting to receive the third Transaction ID # from XXXX XXXX in the mail. I dont know what else to do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-05

Fair Oaks, 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

2018-04-05

Sandy Hook, CT

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-04-04

Gloucester City, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: This is a long story, I do not know where to start. In XX/XX/XXXX I started the loss mitigation process with my insurance company, XXXX XXXX. They than sold my mortgage to Loan care which is the worst insurance company I have ever had to deal with! So from XX/XX/XXXX all the way until XX/XX/XXXX, I have submitted a loss mitigation packet every month. Every week I would call to follow up on the progress and they would tell me its with the underwriter and everything is just waiting to go through and than when that 30 days is up they would deny as missing paperwork that was previously sent and now they need all updated information. I have done this now for the past 11 months now. It is like the mortgage company just shuffles my paper work around and than denies it for missing information that had been previously sent. I have tried to contact my point of contact that never returns my calls. I would get reps that seem like they want to help and than they would disapper and/or not open my email. I had to end up claiming bankrputy because of this company! I could not afford the amount because of a lay off and I ended up getting so behind that I had to file chapter XXXX so I could save my house and now I am paying my mortgage and than some and can't even afford food for my family. I would recommend for someone to never use this company and they should be looked into.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-04

IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage loan servicing apperantly was transfered to a new servicing company - my automatic payment was deducted from my checking account by a company I have never heard about before. Both transferor servicer and transferee servicer failed to comply with the requirements of the paragraph 1024.33 of Regulation X - I have never received a notice of transfer. I would like CFPB to pay attention at these two servicers and audit their compliance with the regulations : XXXX XXXX XXXX XXXX XXXX Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-04

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was with XXXX XXXX XXXX XXXX XXXX and it is serviced by Loancare LLC. As a condition of my mortgage, hazard insurance was escrowed and paid yearly by the servicer. Inexplicably, Loancare LLC stopped escrowing my hazard insurance and never sent me a notice as required by TILA. My hazard insurance was not paid and remains in lapse since XX/XX/2018. I have tried to get this fixed with Loancare. However, my home remains uninsured. I will not be able to afford the much larger payment resulting from the new escrow analysis ... if this ever gets fixed ... because they'll charge me going forwards for the hazard insurance, and for that which they screwed up. This will increase my current payment by as much as 25 %. I believe this to be a UDAAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-03

Bremen, GA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Regarding the late reporting of my mortgage account with XXXX, I am disputing this record due to the fact that this was in fact paid. This should not report on my credit report as a 30 delinquent account for this reason. The reason this is reporting is due to the fact that my mortgage was sold From XXXX to Loan Care, and during this transition period, it appears this got mixed up. I received confirmation that my payment was made and had been received from XXXX shortly after my payment was made. I later received information stating that my payment was not received and that I would have to wait until the transfer of the loan was processed before I could even make the payment. Emails sent to me direct from XXXX are below
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-03

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On or before XX/XX/XXXX, I was contacted by a LOANCARE representative, who called to inform me that I was behind on my payments by {$140.00} dollars. I had previously paid {$2300.00} to cover two months of payments ( XX/XX/XXXX/XX/XX/XXXX ), and had intended to send an amount covering two payments, but for whatever reason, entered the wrong value. I provided the agent with my checking number and routing number for my XXXX XXXX XXXX Bank checking number, and the representative asked if I wanted to set up automatic payments for my account, or set up the payment for XXXX. I declined and stated I would set it up through my bank. On the XXXX of XXXX, the agreed upon amount of {$140.00} was drafted from my checking account. On the XXXX of XXXX my checking account was debited {$1200.00} by Loancare. This brought my XXXX account negative, I received a Non-sufficient Funds ( NSF ) fee of {$29.00} and the money was credited back to my account. XX/XX/XXXX On XX/XX/XXXX, the funds were redrafted as a 'second attempt ' and went through successfully as I had gotten paid by then. This new charge of {$1200.00} went through successfully. XXXX has provided me the trace number and customer ID for this transaction. XX/XX/XXXX On XX/XX/XXXX, a second charge of {$1200.00} was successfully drafted from my account by Loancare from my XXXX checking account. XXXX has provided me the trace number and customer ID for this transaction. This marked the third charge, and the second successful charge made by Loancare, without my consent, approval, or initiation. At this point I contacted XXXX and blocked all further charges made by Loancare for the amount of {$1200.00}. I first reached out to Loancare on XX/XX/XXXX via phone and email. I provided screen shots of my bank account when they were requested by a Loancare representative. I called weeks later to find out that these were not acceptable, and that I needed to provide more information. I gave the new representative the trace number for the first charge over the phone. In XX/XX/XXXX I attempted to make a payment to begin bringing the account to current, while continuing to try and resolve this issue, but at that time my payment was returned and when I called, I was told that no further payments would be accepted as it was being turned over to a law office as a foreclosure. My house is now endanger of being sold, and all I want to do is find the missing money and bring the account current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-02

FL

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

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

Was not notified of investigation status or results
Complaint: I refinanced with my existing mortgage company, loancare/XXXX XXXX. While processing over to my new refinance rate, they reported I was not current on my mortgage and subsequently, my credit was affected. I have asked them to correct the error but they have not nor have they emailed or mailed a letter to me to let me know what they are doing to resolve. I have since switched to a new company but would like loan care to resolve their error on 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

2018-04-02

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was recently purchased by Loan Care, it was previously owned and serviced my XXXX. As of XX/XX/XXXX my monthly mortgage payment went from a very manageable {$1800.00} and change to {$2600.00}. Loan care said its because Im {$9000.00} + behind on my escrows and because of an increase in my flood, homeowners, and taxes. XXXX XXXX, because I was on a HARP refi, kept my payment down to keep us in the home with a loan modification and an escrow spread of 60 months. LoanCare is spreading my escrows over 25 months, with other parts of my escrow account over 36 months, and other parts over one year, to my understanding. I could be wrong. My point is, the payment went waaaay up and I need it to be more manageable and they will not compromise even a little. I think Loan Scare wants to force us to foreclose. Real Estate is at a premium these days, I think theyre acting in bad faith. I asked them to spread those amounts over 60 months if possible, and they told me the lender will only do 25 months on the shortage and 36 months on the others. However, my figures show they are collecting an extra {$300.00} a month. I know that servicing companies and mortgage lenders dont need to increase your payment in that manner. My increase is almost thirty percent. That just about kills my monthly budget. We paid ourXX/XX/XXXX paymentXX/XX/XXXX, but now still owe XX/XX/XXXX and XX/XX/XXXX. I dont think they should be allowed to do this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-02

Alachua, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: XXXX XXXX XXXX. LoanCare I was approved, as a XXXX veteran, for homestead exemption. in XX/XX/2018. I was told by the XXXX County Property Appraiser office, that they do not notify the mortgage companies, since, everything is done on line, the mortgage companies, can get the information on line, or call the XXXX County office. Since the date I was approved, I have called, and notified the mortgage company, on numerous occasions, that I was approved for this deduction. Everytime I called, I was told that it needed, to go to the tax department. I talked to the tax department on four ( 4 ) different occasions, and was told, that it would be escalated, to be taken care of. On XX/XX/XXXX, I was told that, I needed to provide proof of the homestead exemption. I sent a copy of the exemption letter to them, and it has still not been resolved. Another matter is that on XX/XX/XXXX, I submitted a house payment, when two ( 2 ) days later it did not show up in pending payments, I assumed, I had not correctly submitted the payment, so I submitted a payment again. On the XX/XX/XXXX, it showed as a payment pending, I spoke to a representative who assured me that the payment submitted for XX/XX/XXXX would not go through. On XX/XX/XXXX a payment was submitted to my checking account which charged me XXXX, I called the customer service department again, and was told that they could not stop payment. I was told that, even though, I called on XX/XX/XXXX, they would not stop payment. So I was charged twice ( 2 ) by XXXX {$29.00} for non sufficient funds, and I received a notice on, XX/XX/XXXX, from the mortgage company, for {$49.00} return check fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-31

And, SC

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

2018-03-30

Boise, ID

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Last month, I made a payment online for my monthly mortgage payment. I received an email from the loan servicer confirming that my payment had been processed. This month, I went to make another payment online and found that the loan processor had not processed my payment from last month and was going to charge me {$10.00} for late payment for last month 's payment, plus I now owe for this month. I paid both payments online, including the {$10.00} late fee and then called to see what happened to last month 's payment. The loan servicer confirmed that they received the online payment last month, but had no idea why it didn't go through. She said it was probably an internal processing error on their part. However, she would not refund my {$10.00} late fee because she said her system wouldn't allow it, and it was too bad that I didn't call to pay over the phone because then they could have removed the {$10.00} late fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-30

Irvine, CA

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

2018-03-30

Charlotte, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: LoanCare LLC is illegally holding my escrow funds. After paying XX/XX/XXXX taxes due of {$3500.00}, as of XX/XX/XXXX, they are illegally holding almost {$8000.00} in escrow funds. I have repeatedly contacted this company in writing and by phone. I have talked with supervisors. The companys employees are complicit in this illegal activity, as I have been disconnected, and told a variety of lies and excuses as to why they can not process my request. I have consulted with an attorney, and have confirmed this activity on LoanCares part is illegal. I will also note their rating and reviews on XXXX are horrific.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-29

Wallington, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is what I sent to LoanCare with their contact information Dear LoanCare I am writing you because I believe I received late charges that I did not deserve. I would like the charges refunded or taken off my principle. this month I made 2 mortgage payment one was receive and the other was not. Please view a payment made on the XXXX as well as the XXXX. The payment on the XXXX was processed after a number of days but the payment on the XXXX was never process. the XXXX payment was received ; the XXXX payment was denied for bad check reversal. When I called Loan care I was told I did not use the correct account and routing number. I checked with my back who told me I was using the correct account and routing number. Further I have resubmit my payment with the same numbers and it was receive with a late charge. I would like the late charge returned. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX ( XXXX ) XXXX Loan Inquiry : LoanCare XXXX. XXXX XXXX XXXX XXXX, VA XXXX Attn : Consumer Solutions Department Payments : LoanCare XXXX XXXX XXXX XXXX, PA XXXX Notices of Error/Information Requests : LoanCare XXXX XXXX XXXX XXXX XXXX, VA XXXX Attn : Mortgage Resolution Overnight Address : LoanCare XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Sent from my 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

2018-03-29

FL

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-03-28

Quakertown, PA

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

2018-03-28

Lancaster, SC

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-03-28

San Antonio, TX

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

2018-03-27

Marysville, OH

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

2018-03-27

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: At the beginning of XX/XX/XXXX I received a statement stating that I had an escrow shortage and that my new payment was XXXX due XX/XX/XXXX, and there after it would be {$1100.00} for the year of XX/XX/XXXX due to an increase in taxes and insurance. I called to inquire regarding my increase because after speaking with the county tax assessors office of XXXX County, there was not much of a change. I continued to call to find out why such an increase that would cause me financial hardship. In XX/XX/XXXX My Mortgage went down to {$930.00}. XX/XX/XXXX I spoke with XXXX Customer ID # XXXX, who stated that there was an during the analyzing of my escrow. This error cause miscalculation and error the wrong amount as to what my taxes should have be assessed as reported. Due to this error there is a shortage, of which I am indebted to pay by the first of XX/XX/XXXXof which I can't afford. I have submitted an application with the loss an Mitigation department, however the escrow is a different department of which I sent an email on XX/XX/XXXX, of which I received a delayed reply on XX/XX/XXXX. ( I have expressed my concern regarding the time length that it took to get a reply or for that department to address my concern ). stating that it is being reviewed. I also ask them to re- assess their estimated calculations, and look into it further because something wasn't adding up regarding the increase. After speak with XXXX # XXXX who identified the error on their behalf, I asked to speak with a supervisor. I expressed my concern and asked to speak with the VP. Because there are different departments under one umbrella was placed back in the Queue with no resolve. The only thing that happened is that my account was noted, I no one knows how to assist me further because I have to talk to different people. I need assistance, I am getting transferred from one person to another because of their mishandling of my escrow account, and I am being asked to call back, sent this letter to this department and this person to address the issue. I work from 8-4, and this is their job to take care of these issues on a daily basis, and I am on their time clock for them to resolve and error they made. I am dealing with two different issues 1. The escrow error 2. Loss and Mitigation Dept. I am being directed in different areas with in the same company, I have asked to speak with the VP, and was directed to a website with Many VP listings. My point of contact with the Loss and Mitgation Dept stated that her ext does not work, however I recieved a letter with her ext XXXX XXXX XXXX, I am redirected back to customer service instead of being able to contact her directly. Because of the nature of this issue once I have verified my account, I am still prompted to answer questions that do not pertain to my issue. It is frustrating at this point and I need some assistance, I have tried to communicate with loan care the best I can, and with understanding, I feel like I am getting the run around, and they are taking their time to investigate and correct their error. I have written communication and called in reference to my hardship, and I am still in limbo.XX/XX/XXXX is coming and I am being reminding that my payment is due regardless my open processes regarding loss mitigation & the escrow request. I have submitted everything in writing as requested. I don't think that it is fair for a mortgage company to make an error with your escrow and not correct it. It's frustrating every time I call in and I speak with someone new about the same issue, and still have to be transferred or they can't assist me because its not their area. This is why I asked to speak with Management / Supervisor, and they didn't have any answers for me either. There are many notations on my account, however there has not been a point of contact with a resolution. I work from 8-4 and I am in XXXX XXXX XXXX, this has become stressful from me trying to get answers and straighten this out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response