LoanCare, LLC

2018-03-02

Sebring, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX - received annual escrow statement with shortage amount and options to pay difference and keep same payment, or have payment increased. I mailed a check with the escrow payment slip. They cashed it on XX/XX/XXXX and incorrectly applied it to my principle. XX/XX/XXXX - received my monthly statement, noticed my escrow shortage payment was applied to principle instead of escrow act, called several times throughout the day, left multiple messages, no return call XX/XX/XXXX - called again, no return call, could not get through to a person XX/XX/XXXX - sent email via Customer Service Online Secured Form, received confirmation with reference number XX/XX/XXXX - called again, spoke with XXXX agent XXXX - he said it would be sent to the correct dept and corrected XX/XX/XXXX - received updated statement, still not correct, called repeatedly and unable to speak to a human XX/XX/XXXX - submitted email via Customer Service Online Secured form again, received confirmation with reference number XX/XX/XXXX - called repeatedly, no response and unable to speak with human XX/XX/XXXX - sent email via Customer Service Online Secured Form XX/XX/XXXX - received a second escrow adjustment statement with a new amount, original amount paid still not credited to escrow account, called multiple times, left messages, no return phone call XX/XX/XXXX - sent certified letter detailing all the contacts and requesting Error Resolution Notice under 12.C.FR 1024.35, no response XX/XX/XXXX - filed complaint with XXXX XXXX XXXX XX/XX/XXXX - mailed a second check for the new escrow shortage amount - original amount paid and not credited back in XX/XX/XXXX XX/XX/XXXX - XXXX XXXX called me back based on XXXX XXXX XXXX complaint , said she would straighten it all out and send me a letter with my new official payment amount, she informed me my account was not delinquent due to the fact that I was paying the payment amount based on if I paid the escrow shortage and that she would mail me the new payment amount once all the corrections were done. XX/XX/XXXX - received letter from XXXX XXXX Mortgage Resolution Unit documenting our conversation and advising she was waiting on the second escrow shortage payment, and once they process that, my new statement will reflect corrected payment amount XX/XX/XXXX - received statement dated XX/XX/XXXX - it shows my XX/XX/XXXX payment received by them on XX/XX/XXXX and applied to my XX/XX/XXXX payment, it also shows the XX/XX/XXXX payment that I mailed in early, received by them on XX/XX/XXXX but they applied it to principle. Called XXXX and left a message. Called every day twice a day and unable to reach XXXX XXXX XX/XX/XXXX - keep getting calls from their collections department to call them, spoke with XXXX Agent # XXXX - she said that I was showing delinquent because XXXX 's changes made it appear as though I had not paid XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX payments. I have never missed a payment. They may have been considered short {$20.00} or so due to the escrow shortage payment I made that was not properly credited to my escrow account ( they applied to principle ). XXXX said she would escalate to her supervisor to straighten it out/ XX/XX/XXXX was date all the reallocations were made that somehow through my account into delinquent XX/XX/XXXX - receive a delinquent notice from them stating they never received my XX/XX/XXXX payment. called and left a message stating that I need this straightened out Please note that I have had this mortgage for many years and have never paid late. It has been sold multiple times during my 18 years in my home and this is the first time I have every had issues. My credit score is excellent and I have made every payment. I paid the escrow shortages and they credited to the principle, then say I am underpaying on my mortgage. This company is unreachable via phone. They call you and when you answer, it is a voice recording asking you to call them back. This is not them leaving me a message this is when I answer my phone. I try to call back the number and 95 % of the time I have to leave a message. I really hope another mortgage servicer takes over my mortgage. This experience is horrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-02

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

2018-02-28

Indiahoma, OK

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have been notified by the Oklahoma tax commission on XX/XX/XXXX that our property taxes have not been paid. I called Loan Care XXXX our mortgage provider of the discrepancy on XX/XX/XXXX. We have all of our escrow up to date and paid with our payments. They stated on XX/XX/XXXX they tried to pay but the parcel wasn't in our name. They assured me they would handle it. I reached out to the Tax commission office and Loan Care had requested the tax letter at the beginning of XXXX which was mailed to them on XX/XX/XXXX. I have since called ( greater of four times ) and submitted the letter to Loan Care with no resolution. I know have received a letter from Oklahoma Tax commission office stating we would have a tax lien placed on our home if taxes are not paid in full by XX/XX/XXXX. When you contact customer service they typically make you wait long periods before answering. I have waited hours on the call back system they have in place. When I asked for a direct line I was told there wasn't want to give. When I called today I was placed on the phone with a supervisor who left her contact information and guaranteed a resolution in 48 hrs. XXXX XXXX XXXX XXXX. This is the second time I've been told 48hrs to resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-28

So Effingham, NH

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

2018-02-28

NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I was several months behind on my mortgage. I applied for a loss mitigation only to be denied. I received my federal income tax return on XX/XX/XXXX. First thing I did was call loancare llc to pay my past due to bring my account current. I gave the representative my correct Bank checking account number and routing number to Make a one time payment to bring it current. Loan care then proceeded to take this payment out of another checking account I had on file with them not the one I gave them access to which in return sent the account they charged into the negative. I have called 6 times to try to resolve the issue in which I received the same answer each time that they would have to review the call and will call me right back and I have yet to hear from anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-27

Bremen, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX, we received the annual escrow account disclosure statement which showed a significant shortage. We have attempted to call, email and even XXXX XXXX with LOANCARE inquiring about the escrow shortage as well as how the {$200.00} increase on our mortgage payment can be a difficult undertaking for our single income household. In essence, we simply didn't understand how such a significant shortage can occur. We attempted to call on XX/XX/XXXX at XXXX and were on hold for over 5 minutes and submitted a request for a callback, which never occurred. We called again on XX/XX/XXXX at XXXX and spoke w/ an employee who advised that the possibility of the shortage was due to the fact that the previous owner was military. She further advised how we can submit a request in writing to lengthen the shortage from 12mos to 36mos. I did so via the customer online portal via www.myloancare.com. We were advised it can take 10-15 days to receive word as to whether or note our request would be approved. We never received a response. We then called Customer Service again on XX/XX/XXXX, two times ; XXXX and XXXX. We were on hold first for 12 minutes and the second call was over 53 minutes. We never actually spoke with a human being on XX/XX/XXXX. We looked on the www.myloancare.com website in which you can request an advocate. There is no direct phone line and a form must be submitted online, which we did. We never received word of being assigned an advocate. My wife then called on XX/XX/XXXX at XXXX. We actually spoke with a member of customer service by the name of XXXX. Due to policy, she wouldn't speak with my wife because her name is not on the loan, so my wife conferenced me in on the call. I advised XXXX she has my permission to speak with my wife about the mortgage loan on my behalf. XXXX was apologetic about the lack of response and total disregard of our circumstances and lack of customer service. She asked if we'd like to escalate our issue to management in which we responded with a very firm YES! However, all members of management were busy or not present and went home for their evening. XXXX advised that we would hear something about our request within 48 hours and that she personally would follow up which never occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-27

Bowie, MD

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2018-02-27

Franklin, VA

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

2018-02-27

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Hello : My Loancare account is as per attachment.. My mortgage was taken out in XX/XX/XXXX, with XXXX XXXX XXXX XXXX XXXX XXXX ( as per attachment ). This mortgage was sold to Loancare in the year XXXX. This property at XXXX XXXX XXXX, XXXX XXXX was sold on XX/XX/XXXX. Loancare has charged me on this sale the following fees A ) XXXX Reconveyance fee B ) XXXX Recording fee C ) XXXX Late Charges D ) XXXX Fees Owed to Loancare E ) XXXX Account closing F ) XXXX Statements to Loancare These fees from A-F are incorrect. I have asked Loancare on XX/XX/XXXX, where I was supposed to be charged by XXXX XXXX for the fees, A ) XXXX Reconveyance fee, B ) XXXX Recording fee, D ) XXXX Fees Owed to Loancare, E ) XXXX Account closing, F ) XXXX Statements to Loancare. Loancare did not answer my detailed email, on how it was allowed to charge me this {$360.00}, in extra fees. This {$360.00} of money should be refunded to be. For C ) XXXX Late Charges, D ) XXXX Fees Owed to Loancare. There was no late payment made to Loancare, and there D ) XXXX Fees, was paid to them on XX/XX/XXXX, of XXXX. This sum of {$50.00} should be refunded to me. I appreciate your help beforehand. Any other information you wish to have, I will forward to you. 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

2018-02-27

Cape Fear, NC

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

2018-02-27

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am extremely stressed out with the company, LoanCare. My loan was transferred to LoanCare in XX/XX/XXXX. I was with another mortgage company starting in XX/XX/XXXX, and I never had an issue with my escrow or insurance policies. In XX/XX/XXXX, LoanCare started to contact me about flood insurance. They needed my flood insurance documents or they were going to put me into a lender placed flood insurance policy. My payment was going from XXXX per month up to XXXX per month. I contacted my condo association because I pay into a flood insurance policy through them. That paperwork was submitted to the initial mortgage company. I called LoanCare, which took hours of my time, to explain the situation, and my condo association kept faxing the insurance policy proof to them. I called every four days. They kept telling me that they never received the fax. So, we would go through the entire process again. After the 5th time on 3 way calls with my condo association, I told LoanCare that I was calling a lawyer if they didn't tell me another way to show proof of this flood insurance. My condo association sent me a pdf via e-mail to show me the proof. Finally, last week ( XX/XX/XXXX ), LoanCare told me that I could upload it electronically. I was furious. So, I received a letter confirming that I was removed from lender placed flood insurance. I was pleased until they screwed up my escrow amount again. They calculated it wrong and have me paying the condo association policy amount per month into my escrow. I NEVER PAID THIS INTO MY ESCROW BECAUSE I PAY A CONDO FEE EVERY MONTH THAT COVERS MY FLOOD INSURANCE. I tried calling at XXXX, and I waited 90 minutes to get a customer service representative, and then they disconnected me while trying to transfer my call to another department. I am beyond done with this company. I really want to refinance with XXXX, but I am unable to get a better interest rate right now. This company is stealing from people 's most valuable asset, their home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-26

Burlingame, 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

2018-02-26

Quartzsite, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mother XXXX XXXX XXXX has a VA Loan the servicing was recently purchased by LoanCare. She has been making her payment to another company with a tax exemption. She is an XXXX XXXX XXXX XXXX widow. XXXX took over her loan that had a payment of XXXX monthly in XXXX. They recently sent her an escrow statement stating she has an escrow shortage of {$1100.00} and that they are raising her mortgage payment on XX/XX/2018 to {$1600.00}. She has sent the Exemption letter to their office and phoned them on several occasions with no solution. They keep telling her to send it to their Florida office that they do not handle it. I personally sent the Tax exemption letter to all 3 addresses listed on back of her payment letter. The only response she has received is this letter stating they are now raising her payment not reducing it. I have been advised to send a letter to them directly and carbon copy the CFPB on the letter to see if we can get a solution. My mother is old and lost her husband a few years back and does not need this stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-26

Albuquerque, NM

Trouble during payment process

Mortgage: VA mortgage

Complaint: Loancare purchased my loan XX/XX/XXXX. Since they began servicing my loan they increased my escrow account by {$1700.00}, claim I am late on my XX/XX/XXXX payment and refuse to credit me for what is their mistake. Their telephone wait time was one hour and after waiting they said they could not help me. At this point Loancare can not tell me the status of my escrow dispute, the location of my payment and now are demanding well over {$2500.00} dollars to " catch up ''. I have never been late on my mortgage and have a perfect payment history for the last 3 1/2 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-26

Murray, UT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XXXX, XXXX Loancare paid the wrong parcel id number from my escrow account. The amount they paid was double what my property tax payment should have been, leaving me with a shortage in my escrow account. On or around XX/XX/XXXX I called Loancare to let them know that I received a delinquent notice from the county because my taxes were not paid. I also uploaded the delinquency notice to their website, as they told me to do. I was told I would hear back within 7 days, but I didn't so I called again on or around XX/XX/XXXX. I was told that the delinquency notice was showing up in the system, and again that I would hear back within the next 7 days. I received no call, so I called again on or around XX/XX/XXXX, and again on or around XX/XX/XXXX, and again on or around XX/XX/XXXX. Each time I explained that my payment has increased due to the " shortage '' in my escrow account, and that making the additional payment is a hardship for me. I have been advised 3 times that my issue has been escalated, and that I would receive a call back within XXXX hours, and I have only once received a call back to inform me that the tax department was reviewing and would get back to me ... which they never did. When I called again today, I was told they still have not corrected this issue. Now, my XXXX payment with the additional escrow payment is due in a couple of days, and there is still no resolution, which is very stressful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-24

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: According to the closing documents, the PMI payment was not included in the escrow account, and was to be paid out of the regular monthly payment. After the mortgage was sold to another servicer, the new servicer started paying the PMI out of escrow, great reaching the amount in escrow, which is to pay for property taxes and home owners insurance. I have made all my payments on time until the change is the escrow account, and I have talked with the loan servicing company, and the representative I talked ( XXXX at LoanCare ) to agreed that the problem was on their side, and that an escrow analyst would call me back. That was 10 days ago, and since then, I have been repeatedly be getting automated calls to call LoanCare. They have not resolved the problem, and it is very difficult to talk to anyone who can actually resolve the issue. Because of the issue, LoanCare has been reporting to credit agencies that I am 30, 60 or 90 days behind on the loan, which a significantly downgraded my credit ratings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-23

Fred, VA

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

2018-02-22

Lake Elsinore, CA

Struggling to pay mortgage

Mortgage: VA 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

2018-02-22

Baldwin Park, CA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-02-21

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

2018-02-20

Maxwell Afb, AL

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-17

Baltimore, MD

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

2018-02-16

Arco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hi, I never obtained a payment coupon from the company for XX/XX/XXXX mortgage payment, nonetheless, I mailed in the check to their PO Box address that I found on a previous mortgage statement. I mailed the check on XX/XX/XXXX. I checked my bank statement today XX/XX/XXXX and I do not see it cashed. I called Loancare at their customer service and to my SURPRISE they said that they are not longer the servicer to my loan and in addition they have not received my payment. They claim that they mailed me a Notice on XX/XX/XXXX for making the XX/XX/XXXX mortgage payment to the NEW SERVICER. I told them I never got a letter. I obtain the phone number to the new servicer but they are not answering their phone number. I DO NOT WANT TO be charged a late fee and also WHERE SHOULD I MAKE PAYMENT? 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

2018-02-16

Larkfield, CA

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened or suggested your credit would be damaged
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-16

Leeton, UT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We closed on a residential home loan on XX/XX/2012. The original purchase price of the home was {$330000.00}. The market was rebounding and the appraisal came in extremely low at {$340000.00} and so Private Mortgage Insurance was assigned to our loan for a term of 5 years or until the loan was paid down to 80 % of the appraisal value. The loan contract specifically states that the buyer is entitled to pay for a new appraisal after paying 60 consecutive payments. However, the contract stipulates that the lender ( LoanCare ) gets to choose an independent appraisal company of their choice. We have contacted the LoanCare on multiple occasions requesting that they schedule an appraiser and let us pay for the new appraisal.The property is now estimated at an appraisal value of {$600000.00} and we owe {$290000.00} on the mortgage. Currently, our loan to appraisal value is approximately 48 %. However, the lender will not respond to our requests except to send letters that say, " We have received your request and will be in touch with you in 3-5 business days. '' LoanCare fails to follow through and they keep billing us $ 379 monthly in private mortgage insurance. They are not honoring the contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response