LoanCare, LLC

2018-03-27

Flower Mound, 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

2018-03-26

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I'm currently a XXXX XXXX working overseas in XXXX. Due to local real estate loses, we determined with the help of a lawyer to request a short-sale on our home at XXXX XXXX XXXX, XXXX RI. The short sale was approved by FHA and our mortgage company XXXX XXXX XXXX ( XXXX ) and processed on about XX/XX/XXXX. Our lawyer in Rhode Island XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, RI XXXX performed the short-sale on our behalf as power of attorney. About one week later, the mortgage company sold the mortgage to a 3rd party, XXXX XXXX. This company continues to show our loan in arrears ( 15 months overdue, XXXX owed ), and is reporting this to all credit bureaus. As a holder of a military security clearance, this has significant potential to impact my ability to maintain the clearance and my job. Here is the approximate timeline : On XX/XX/XXXX- We recd email from our lawyer that our mortgage company XXXX had approved the short sale, and it was to be recorded on Tues XX/XX/XXXX. On XX/XX/XXXX we received this email : " Congratulations! We will send you a closing package with documents pertaining to your short sale as soon as the deed is recorded .... '' XX/XX/XXXX- Email from the lawyer receiving documents for Deeds of the closing. XX/XX/XXXX- Debt Validation letter from Loan Care with delinquent balance due. On XX/XX/XXXX We recd our short year escrow analysis statement form XXXX XXXX XXXX On XX/XX/XXXX- We recd letter from XXXX XXXX XXXX stating they were transferring our loan to Loan Care. On XX/XX/XXXX and every month since, we have recd monthly statement from LoanCare with past due balance. On XX/XX/XXXX- We sent email to our lawyer stating that we continued to receive statement from mortgage company showing arrears. They replied that our file was closed and the sale had been completed. On XX/XX/XXXX - We received this from our lawyer : " You were notified by mail to XXXX that the loan had been serviced out to another company, LoanCare right around the date of our closing. We have been working to get the loan discharged. This is the bank 's responsibility and they have shirked on it due to the timing of your closing and the service out. For reasons related to the buyer of your property, who is a client of ours, we have to follow through to make sure the discharge is recorded by the bank. Once this happens, you will have proof your loan is fully paid off. Getting through to the new servicer is like breaking through the iron curtain, but it has to get done immediately. I will keep you posted. '' On XX/XX/XXXX- We recd email from XXXX stating they could not help us with our loan question From : Customer Service [ XXXX ] Sent : Saturday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; Subject : [ Non-DoD Source ] RE : RE : XXXX XXXX XXXX still reporting delinquent ( XXXX ) REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. SUBJECT : RE : XXXX XXXX XXXX still reporting delinquent Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Our records indicate your online access has been revoked due to the current status of your loan. If you have questions please contact our Loan Counselors at XXXX. Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance, or have additional questions, please submit a new request by visiting our website and logging into your account. Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX On XX/XX/XXXX - We received email from loan care stating Escrow Disbursements had been made on our behalf in the amount of {$1000.00} ( City of XXXX RI Taxes ). XXXXXXX XXXXXXXXXXXXYour loan number is XXXX.The following disbursement was made out of your escrow account on the above referenced loan : Disbursement Date : XX/XX/XXXX Disbursement Amount : {$1000.00} Disbursement Description : City Taxes If you no longer wish to receive this email notification, please unsubscribe XXXXXXX XXXX XXXX XXXX .Please do not reply to this message. This email is an automated notification, which is unable to receive replies.Please contact us directly via www.myloancare.com/.XXXX XXXXXXX XXXX to this message will not be read or responded to.NMLS # XXXXNOTICE : The information contained in this message is proprietary and/orconfidential and may be privileged. If you are not the intended recipient ofthis communication, you are hereby notified to : ( i ) delete the message and allcopies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately. Bottom line : - We have closing documents and HUD-1 statement from XXXX showing the short sale was final on XX/XX/XXXX - We've continued to receive monthly statements from XXXX XXXX company with a balance due, and are having this reported monthly as " lates '' on our credit report. - Rhode Island state escrow payments are being made on my behalf. - The house is currently occupied by the new owner. I'm concerned who actually owns the house, who should be insuring it, and has liability - I am concerned about the risk of foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-26

Beach Center, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2018-03-26

Missouri City, 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

2018-03-26

Brooklyn, NY

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2018-03-23

Vicksburg, MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I contacted XXXX on XX/XX/XXXX and I explained to them in full detail that my home was in foreclosure and my sale date was scheduled for XX/XX/XXXX ... .I told them that I wanted to keep my home. I paid them {$2200.00} in XX/XX/XXXX ( drafted from my account ) for them to either stop the sale date or put it on hold to work out a loan modification plan. I was notified on XX/XX/XXXX that my home sold on XX/XX/XXXX and then they took another {$500.00} from my account in XX/XX/XXXX and stated they would try to have the foreclosure rescinded or get me cash for keys or a rent back option or they would file a consumer financial protection bureau complaint against them. Whenever I try to call or email or leave a voicemail with several individuals within this company ... .no one will contact me. No one EVER answers their phone, they have an answering service who ALWAYS transfers your call to a voicemail. No one responds to emails or voicemails until after it's too late. I have since closed my bank account to prevent them from drafting more money from it. To my surprise, I got a phone call from someone in the accounting department from XXXX today ( XX/XX/XXXX ) stating that my payment wasn't received ... .I explained to the gentleman all of my frustrations and told him that I would NOT pay them another dime for anything and he hung up on me. This company is a crook! I am currently 2 months into the 6 month redemption period of my foreclosed home ... ..I want some legitimate help redeeming my home! I want this company stopped once and for all and I want my {$2700.00} back please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-23

KY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My problem is with the servicer of my FHA mortgage loan, Loancare. I was facing a foreclosure sale date and filed bankruptcy in order to give me a chance to negotiate and be considered for government programs. However Loan Care sold my home anyway!! I then had to go through a process with the Master Commissioner to get the sale voided. Once this happened LoanCare assured me they would review me for government options for assistance. However, after sending my paperwork in they made excuse after excuse and continually lost paperwork and never actually conducted a review. They assured me my sale date was on hold but then they went and sold my home AGAIN last week! Instead of considering me for modification or partial claim or repayment plan they tried to sold my home! I wanted to file this complaint because I think Loancare is violating the servicing guidelines for a loan backed by HUD I live in this home with my wife and XXXX daughter. I was excited as a first-time homebuyer to qualify for this loan due to my income and steady employment at the XXXX XXXX XXXX. Problems started a little over a year ago when my hours were cut by 1/3rd. This was unexpected and I could not make ends meet for a time and missed a couple of mortgage payments. When I contacted Loancare to try and resolve this matter they told me they did not want a partial payment or a single payment. They wanted the whole past due amount along with late fees. I was only two months behind at that moment, but was still struggling and could not afford to make two payments at once plus all the late fees and junk fees that Loancare had added. Due to this I fell further behind. I asked Loancare for other options. I asked for the opportunity to apply for a loan modification but was told there was only one option, reinstatement in full. Loancare has failed to follow the rules for the servicing of an FHA loan. They have not conducted a review of my current and correct financial information nor have they assigned a single point of contact. They have not allowed me to apply for any homeowner assistance options such as modification, partial claim, special forbearance or repayment plan and have obstructed my efforts to save my home and have instead pushed me into foreclosure. Additionally, they failed to provide any Occupied Conveyance paperwork for me, which I think they are supposed to send out PRIOR to setting any type of foreclosure sale date. I am beyond frustrated with this company. I just wanted an opportunity to be reviewed for these programs now that my temporary financial hardship is over. However Loan Care went and sold my house instead.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-23

Palmerton, PA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-03-22

Alts De Terralinda, PR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I live in XXXX XXXX. After devastation caused by hurricane Maria All mortgage companies helped us With programs in which we didnt have to pay our hoises until XX/XX/XXXX. Loancare assigned a representative to work my case and she put me in that program. After we spoke in XX/XX/XXXX this representative has never answered any call again. I spoke to a second representative who said the first one did nothing and then the second one entered me into that program. Now in XX/XX/XXXX I need to pay my house and that representative blocked my account, so no payments are accepted. Im calling them to continue paying my house and the representative working my case never answers. Ive called more than 10 times this month, somebody answers. As soon as this person that answers enters my loan account they say a specific representative is assigned to my loan ( the lady I spoke with back in XX/XX/XXXX ). Then they ask me to wait until they can transfer me to her, but she is NEVER available to respond. Then they say I will leave a message for her to call you. Next step, I received a call from LoanCares number, but when I answer there is nobody on the line. It seems that on purpose this representative is calling me ( to have a proof that she called me ) but not speaking, just to have evidence that she dialed my number. This has been happenning for a complete month and even Ive reported this person, nobody is able to make her attend my case or allow me to pay my house. To me it seems like a plan to take my house from me. 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

2018-03-22

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have had a very difficult time dealing with XXXX ( subserviced by Loancare ). My account has always been current ( no missed payments ). First, they transferred my servicing to Loancare and didn't make it clear when/if my autodraft would commence. Apparently it would not commence in time for the XX/XX/XXXX due date and so I wasn't aware my XX/XX/XXXX payment did not go through as a result. I went to the website, which was down and inaccessible. I called their customer service to make a one-time payment and set up autodraft. Then, when the website was back up, I was unable to find a record of the one-time payment. So I initiated a one-time payment myself on XX/XX/XXXX. Then, a few days later, my one-time payment and another one-time payment went through, effectively causing my account to be drafted for two payments at once. At this point, I want to have my autodraft suspend the XX/XX/XXXX payment since I am paid through to XX/XX/XXXX. However, the website is telling me that I can not access the autodraft information online. Just a week ago, I was able to. I do not have time to keep calling Loancare/XXXX to fix problems due to their sloppy website and communication with borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-22

FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XXXX XXXX scammed me charging me to get me a modification. I spent over 2 years sending them my financials. All they had me do was file bankruptsy. Finally I felt like something was wrong because I never received a review or solution. He told me to never call the bank and they would handle everything. I finally got my daughter involved and she found out through the bank ( XXXX XXXX XXXX ) they never received documents to review. WE submitted a full financial package immediately directly to the bank-XXXX XXXX XXXX and since then the bank as neglected to deem complete even though they say they have it in the system. The last missing document they requested before due date of XX/XX/XXXX has been in there system since XX/XX/XXXX and they have failed to acknowledge it nor even notifiy of any further new requested items. several agents say yes its there what they requested but no one has deemed it complete for over a week causing this to be way over violation of CFPB. Now a sale date is scheduled and the bank has not requested to suspend or cancel knowing we have a full financial package for modification review in their system!!! I have been sending docs and speaking with agents directly on XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX with 3 collection supervisors because they refuse to xfer to anyone in loss mitigation and advised they do see where its odd its been sitting with a processor for over a week and should of been to an underwriter so far, XX/XX/XXXX with 2 other collection supervisors one of them named XXXX who refused to connect me with a loss mit team lead and said the single point of contact wasn't available and no back up is set in place. XX/XX/XXXX still no single point of contact response or connection to loss mit. Sale is still on for XX/XX/XXXX.Loan care has taken several weeks to even acknowedlge the intitial package to begin with and then constantly state to me that the bank has 60 days to review financial documents?? I understand they have to review it within 5 days max. Once I was told the bank has 2 full weeks to review a financial document that comes in. Loan Care has never been consistent in the processes, stages, turn around times and access to a loss mit agen at ANY point. Complete neglect of my mortgage handling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-21

Cocoa, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan servicer, Loancare, will not pay my XXXX property taxes. They claim they were paid in XX/XX/XXXX, but that my county tax collector still shows the bill as unpaid. I have called them at least monthly since XXXX and have been given different reasons for the delinquency each time. I have also been told they fixed the problem and paid my taxes in XX/XX/XXXX This is not the case. I have been unable to get any meaningful action or resolution in the past 4 months I have been contacting them. I had the same issue with my XXXX property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-21

Shulerville, SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I was contacted by my insurance company ( XXXX XXXX, XXXX XXXX XXXX office in Charleston, SC ) regarding a failure of payment from my escrow account with my mortgage servicer, Loancare. Loancare did not make the payee line out correctly, so the check was not able to be deposited/cached by the insurance agency. They covered the insurance cost for me but still needed payment for it. Both the insurance agent, XXXX XXXX, and I contacted Loancare *repeatedly* over the course of the next year to absolutely no avail or response. They do not respond to email at all. Finally in XX/XX/XXXX XXXX managed to get the right check cut to their agency and I thought the matter was resolved, however unprofessional it was handled. Well now I have an erroneous negative balance in my escrow account because rather than just fix the check, Loancare claims they refunded me the " excess '' that was in the escrow account. I NEVER received this check. According to them, they sent it in early XX/XX/XXXX. I would remember an unexpected $ 1500+ check. I never saw it. So now they have taken payment for XX/XX/XXXX's insurance amount as well as XX/XX/XXXX 's from my account, meaning that I've been charged for the XX/XX/XXXX insurance TWICE. I called and spoke with an agent at their company, and despite the easy conversation we had where the agent saw the issue and promised he'd get his supervisor to correct it, I still have not seen any correction, nor will they respond to my messages once again. This discrepancy in my escrow account has caused my payment to increase by around {$100.00} a month, but I absolutely do not owe them this extra money. Where did my money go, and why will they not fix this? This has been going on for a year and a half or more now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-20

Casa Blanca, CA

Closing on a 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

2018-03-20

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Have reached out to my servicer on numerous occasions to have our property taxes paid. Our house sits in a dual county area and requires taxes to be paid to 2 different assessors. We have our taxes set up to be escrowed and the correct amount is being taken to pay the entire amount. Our taxes are now 4 months past due and have added an additional $ 400+ in late fees as well. We have called multiple times since XX/XX/XXXX and this issue has yet to be rectified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-19

Southern Pnes, 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

2018-03-19

Ft Myers, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: My husband and I purchased a home in XX/XX/XXXX and the loan is being serviced by LoanCare. At the beginning of XX/XX/XXXX, we received a letter from LoanCare stating that our mortgage was increasing by {$300.00} per month because our taxes had increased to {$4500.00}. I wrote back to them and sent a letter from the XXXX XXXX XXXX appraiser stating that we had filed a homestead exemption. I waited a few days then called to see if they had received the paperwork. They said that they had a nd that I would have an answer with regard to re-calculation by XX/XX/XXXX No one called me back. I called them back and spoke to a XXXX who told me the tax dept was working on it and that I would have an answer in 72 hours which would have been XX/XX/XXXX. No response. I called back on XX/XX/XXXX and spoke to two people, one named XXXX who told me that re-calculating normally takes 6 weeks. I asked to speak to a supervisor, he told me no one was available but that someone would call me back within 72 hours. Still no response. I have on two occasions requested, in writing, for an advocate, and have gotten no response! I now wonder if they are working on a re-calculation at all and where did they come up with the {$4500.00}. The County estimated our taxes at {$2300.00}. We are seniors and can not afford this {$300.00} per month increase, especially when we did our exemption. Can someone help us. This company it totally unethical and unresponsive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-18

Sanders, KY

Incorrect information on your report

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

Account information incorrect
Complaint: We were in the process of selling our home. I was in contact with the company due to the fact that we were having trouble obtaining a payoff. I informed the company that we were selling the home, I called and notified the company. I was told it was noted in the account. The closing attorney requested the payoff at the end of XXXX and because he did not get a response, I had to call and finally received a payoff. We closed on the home on XX/XX/XXXXand the mortgage was paid off onXX/XX/XXXX. Regardless of my communication our credit report was hit. I am under the understanding that this will be on my credit report for 3 years. I want it fixed. I was in communication with the Mortgage Company. I did my part, it is out of my control when the check is sent to pay the mortgage, and the fact that the mortgage company did not provide us with the payoff. I notified them that we were closing on the home, and I do not feel I should be hit on my credit report because they were not able to honor my efforts. I explained that the reason for selling the home is that I did not have the money for the mortgage, thus why the issue. Also, they filed for foreclosure on the XXXX home. I received paperwork. We never missed a payment, we may have been late but made the payment within the month. I told them we were selling the home. How in the XXXX does that make sense?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-17

Knoxville, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Mortgage servicing company is holding mailed payment check until after late fee date passes, 16 days after due date, then assessing {$45.00} 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

2018-03-16

San Jose, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare Services has serviced my home mortgage for more 30 months. I do not know the exact date when they took over servicing the loan. I have typically logged in to make payments each month. In summer 2017, there was a problem with the website, and I had to call in. During the conversation, I gave authorization for a monthly payment. The account # routing # used in that transaction was incorrect. I have no idea where the source of the incorrect number - either I gave them the wrong number, they entered a number different than the one I gave them ( over the phone ) or some other error occurred. That should not have been a big problem - mistakes happen. However, I was never notified that the transaction failed. The next month I went to make another payment, and discovered that I had been locked out of the website. I called again, and discovered the problem. I requested at that time that they get to the bottom of why I received no notification or alert to this clear data error. My payment was not made the following month as well. I can not provide the exact sequence of events, but there were multiple calls both to un-lock the website access and to make the payment. After 2 months, we realized that the account number in my record was wrong. We fixed it, caught up all payments, and have been OK since. I have also since set up auto-debit on their site, for the amount of their invoice each month. There were two {$110.00} ( that seems pretty outrageous!! ) late charges, which I disputed. Though I never head any conclusion from the dispute, there is now, and has been for 2 months now, a {$270.00} " late fees '' charge on my statement ( which I never receive, but which is available for me to download from the website ). If I call and go through the phone payment process, the total late fee amount is {$220.00}. Who knows where the other {$50.00} comes from. It is unclear to me why they did not just charge me the late fees ( they have ACH authorization to charge the amount of the statement ). This seems wrong to me, particularly in light of the fact that they don't send me statements. This month, the final straw was that I received an alert that Loancare had registered a 60-day late with credit agencies, indicating I was {$4400.00} behind. This is false, and outrageous. That's where I stand today. Loancare 's inaccurate credit reporting has cost me >100 points off my credit scores, and is blocking a home loan approval for a new home I have been trying to purchase for 6 months now. I have engaged a credit repair firm who has gotten their marks removed from XXXX, but the other two still show this inaccurate info, including the most recent incorrect report. Before I hire a credit attorney to pursue damages and compel removal of this incorrect information, I thought I'd give you folks a try. I'm optimistic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-16

Dexter, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan has just recently been moved to LoanCare, XXXX XXXX XXXX, XXXX PA XXXX. Loan servicing was transferred XXXX or XX/XX/XXXX. Loan # XXXX. My loan is in the name XXXX XXXX XXXX. I divorced and took back my maiden name, XXXX XXXX XXXX, but all loan documents are in the name XXXX XXXX XXXX. With XXXX XXXX XXXX, FI that my loan originated with, I reapplied and paid a fee to have the ex-husband remove from the loan. However, LoanCare has his name showing on all correspondence that I receive from them. I have contacted them about this issue but nothing has been corrected and no communication to me as to what they are doing about it. I will attach the documents from XXXX XXXX XXXX in XXXX. I recently received notice from LoanCare that my monthly payment will increase due to my escrows. I can understand an increase but they are increasing my monthly escrow payment by double. I am registered with their online service and can see my mortgage loan information. I can view the escrow tab and it is plain to see why they are calculating incorrectly, because they have entered my property tax bill twice. The first time I tried to call, I was put to Escrow Dept and the recording stated I would have 1 hour wait for someone to answer. I waited 45 minutes and decided they probably would not answer my call even in an hour. I have attempted to contact them and have talked with Customer Support and they tell me the incident will be reviewed. I was told I would hear on this issue by XX/XX/XXXX, but no response. I called Customer Support XX/XX/XXXX and that person told me that I would be contacted within 24 hours. Those hours have gone by and no contact on the escrow issue from LoanCare. I was given a reference number 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

2018-03-16

Billings, MT

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

2018-03-15

Boise, ID

Trouble during payment process

Mortgage: VA mortgage

Complaint: Payment Errors : LoanCare did not properly credit the payment that I made on XX/XX/XXXX in the amount of {$2700.00}. This payment should have been credited as a standard monthly mortgage payment and distributed to Principal, Interest, and Escrow. Evidence of this payment has been provided to LoanCare through email and a direct letter referencing Error Resolution Notice under 12 C.F.R. 1024.35. Had this payment been applied appropriately, I would not have been charged a late fee of {$110.00} on XX/XX/XXXX and {$110.00} on XX/XX/XXXX. Therefore, I requested a credit for these late charges in the amount of {$220.00}. I have made numerous attempts to correct this issue by calling LoanCare customer service line on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I also emailed documentation on XX/XX/XXXX ( LoanCare Ticket # XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), and XX/XX/XXXX ( XXXX ). Finally, I mailed LoanCare a formal letter referencing Error Resolution Notice under 12 C.F.R. 1024.35 outlining full details, proof the payment was made and received, and my account and contact details. To date, I have not received any acknowledgement of my inquiry or been offered any timeline for expected resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-15

Shalimar, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I always mail my monthly payment ten days early. My XXXX {$680.00} payment was due XX/XX/XXXX, so I mailed it on XX/XX/XXXX. It always takes about ten days for them to post the payment, and they always send me an email that they have received it. This time I got no email. On XX/XX/XXXX, I checked with my bank and the check had not cleared. I called Loancare. It took 45 minutes to speak to someone. They told me that my XXXX payment was lost. I told them that I would put a stop payment on the check and reissue the payment through electronic funds transfer, which I immediately did. I then emailed Loancare what I had done and asked that they not cash the check and that I had put a stop payment on it. They cashed the check on the very same day that they said it was not there and then when my bank rejected it because of the stop payment, they sent it through again. Loancare is now charging me a fee of {$80.00}, two {$40.00} charges for a check rejected for " insufficient funds. '' I have contacted them by 'phone, email and letter. The only response that I have received is from my letter, notifying me that they are looking into the problem. My mortgage was sold to this organization about a year ago, and from day one it has been one unsolvable problem after another. They are very difficult to contact, and they are simply unresponsive if you are lucky enough to communicate with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-14

Little Rock, AR

Trouble during payment process

Mortgage: VA mortgage

Complaint: Dear Sirs, I use my XXXX checking Bill Pay service to automatically pay my monthly bills. When you bought my mortage from PHH there had never been any problem with on time payments. Several months after you acquired my mortage I received a notice that I was overdue on my payment. I immediately contacted my bank and they had sent the check for {$1100.00} on XX/XX/18 but it had never been cashed. I was told it was never received by someone at Loan Care. I had my bank stop payment on the check and also immediately issue a check ( or credit card ) for {$2100.00} on XX/XX/18 to bring my account current. They also sent you a check for my regular payment of {$1100.00} on XX/XX/18. The person I talked to at Loan Care said they would remove the late fee since you lost the check. Someone " found '' the check and attempted to cash it. On XX/XX/18 I was sent a letter stating I had a {$25.00} fee because of a returned check from my bank. This was the check you claimed you had never received that I stopped payment on because you claimed it was " lost '' and in spite of the fact I had made a double payment and my account was current. I talked with XXXX ( XXXX ) about my complaint and asked that the {$25.00} return check charge be removed. She said she had no authority to remove the charge. I asked that my mortage be transferred back to PHH. She said that could not be done and that I was required to write this letter to you. I am very unhappy with your company and your lack of professionalism. Mine is a VA loan and I will be filing a complaint with the VA. Please remove the {$25.00} return fee and have my mortage transferred back to PHH. overcharge on XXXX # # # # # # # XXXX Loan CareXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response