LoanCare, LLC
Consumer Complaints
There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.
Complaints Page 57
2018-02-06
Foothill Ranch, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I contacted LoanCare approxXX/XX/XXXXfor the exact amount I would need to pay and the process for paying down my loan to remove PMI.
I sent in {$19000.00} ( slightly more than needed ) and it was appliedXX/XX/XXXX ( confirmed online ). I mailed in a written request to remove the PMI the same day and emailed a written request and called in several times since. I have request call back and email for call backs and no help! Now I have paid PMI for the month of XX/XX/XXXX& XXXX and see no sign of the PMI being canceled or anyone helping!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-06
Delray Beach, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I bought my house for {$250000.00} and currently owe {$230000.00} on it. I realize that I do not have 80 % equity to remove the PMI, however I am confident that my house will appraise for {$330000.00} which will give me the 75 % equity that LoanCare requires in order to remove the PMI. On XX/XX/XXXX, I emailed the escrow department at LoanCare stating that my house recently appraised for {$330000.00}. I asked if I could submit that appraisal report or if I needed to order a reappraisal through them. I received an automatic response that they would get back to me within 5 business days and that my reference number is XXXX
On XX/XX/XXXX, I called LoanCare because I did not receive any follow up within the 5 business days. Customer service rep # XXXX apologized for this and said that he would make sure that someone wrote me back by the EOD on XX/XX/XXXX.
As of the morning of XX/XX/XXXX I still have not received any correspondence so I called LoanCare again. This time they said that they guarantee a response by XX/XX/XXXX. The customer service rep said that I would receive a denial or acceptance to remove the PMI. I explained to her that I do not currently have 80 % equity in the house and would need a re-appraisal. She said that I would have to wait to get a denial letter and that would explain how to file the paperwork for an appraisal.
I feel LoanCare is purposely making me wait 30 days before helping me remove PMI. In addition, I am upset that they never followed up within 5 days as their automatic email reply stated. Also, both customer service reps told me something different so what is the real policy?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-05
San Jacinto, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I originally had my loan through Loancare with XXXX XXXX. In late XX/XX/XXXX my loan was transferred over to XXXX XXXX. I wasn't aware of the transfer so I made my payments as usual to Loan Care /XXXX XXXX . I always make my payments in two amounts. One payment for {$500.00} and another for {$900.00}. In XX/XX/XXXX I made my first payment to LoanCare XXXX XXXX on XX/XX/XXXX For {$500.00} I then made my 2nd payment on XX/XX/XXXX for {$900.00}.
On XX/XX/XXXX when I noticed that my payments were not being posted on my account as they should I called Loancare and they told me that my account had been transferred over to XXXX XXXX and that all my payments were being sent over to XXXX. That XXXX XXXX should have everything within a week. I set up my account with XXXX and called them up. I let them know what had happened and they took it down.
On XX/XX/XXXX or so I noticed that XXXX XXXX had received the {$900.00} payment I made on XX/XX/XXXX but they hadn't received the {$500.00} payment fromXX/XX/XXXX. I called Loancare and they said that XXXX had my money and that I just need to wait a week or so before I can see it posted. I called XXXX XXXX and they said they have not received the payment. I waited another week and still nothing. I this point I told LoanCare that they need to research that payment for {$500.00} and let me know when it was sent over. Loan Care said they were unable to locate the payment and that it was never received. I then sent them proof from my XXXX XXXX account stating that XXXX forwarded over my electronic payment to them on XX/XX/XXXX and they accepted the payment. After several phone calls, they claim that had found the payment and that it was forwarded over to my new servicer on the XX/XX/XXXX. By this time it is now early XX/XX/XXXX. I let them know that I need proof of the payment that was forwarded over.
They told me that would contact the cache department and see about getting proof. It would take 72 hours. I waited the 72 hours and no response so I called back and this time I spoke with a supervisor named XXXX. She said she apologized but the request was never entered. That she would be entering the request. This was around XX/XX/XXXX or XX/XX/XXXX. She told me the same story that it would take 72 hours to receive a response from the cache department. I called her 72 hours later and now XXXX is not available. So I called again the next day and again she is not available. So then my husband calls and they tell him something about a payment reversal on our account and that XXXX was not available but she would call us back. Not once did I receive a call back from XXXX. ON XX/XX/XXXX I contacted the customer advocate email they have available and all I received was an email saying that yes they found my payments and they forwarded.
I KNOW THAT!!!! I need PROOF because XXXX XXXX is saying they don't have the money. They never sent it over to XXXX XXXX. It is now XX/XX/XXXX and still not proof has been provided. XXXX XXXX does not have my {$500.00} I do not have a transaction number or check number from LoanCare to take to XXXX XXXX and unless I pay XXXX an additional {$500.00} this will hit my credit report in two weeks and I will have to pay a hefty fee for late payments.
I am so frustrated with Loancare that I am crying right now. I have tried to contact a lawyer but the amount is too small so they will not take my case. How many times are they going to take small amounts from hardworking people and get away with it. Yes {$500.00} is not much to banks but to the average working family that is one month of groceries and gas to go back and forth to work. This has been the most horrible experience I have ever had with a bank and I want to make it known.
I need help and I want something done. Loan Care has STOLEN money from me. They are THIEVES and I want something done. When is enough ; enough! I have attached copies of both my payments made to them as proof that I MADE MY PAYMENTS. WHERE IS MY MONEY LOAN CARE /XXXX XXXX?!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-05
Billings, MT
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
2018-02-05
Palos Park, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: In XX/XX/XXXX Loancare took over my mortgage. They've raised my mortgage payment in XX/XX/XXXX without notice to where I couldn't pay it because of a county assessor 's mistake. When the mistake was fixed Loancare received a refund on property taxes paid but did not reduce my monthly payments. Then I found out that I am due a refund from my escrow account. Since XX/XX/XXXX I have been trying to get that refund sent to me and I keep getting the run around. I've complies with every request they've asked. And also had my bankruptcy lawyer send them letters stating the refund goes to me -not the bankruptcy court. I've been on the phone with Loancare almost every day since XX/XX/XXXX trying to get my money. I'm so tired of fighting with them to get the money that is owed to me. I'll bet if I didn't make my mortgage payment on time they'd be jumping all over me in a timely manner. Why can't I get the money that owed to me? I'm a senior citizen and this money is greatly needed!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-05
Wesley Chapel, FL
Trouble during payment process
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
2018-02-05
Rockwell, NC
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
2018-02-02
MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was transferred to a loan servicing company known as LoanCare. I called them on XX/XX/XXXX when I noticed that the property taxes due XX/XX/XXXX had not been paid, and was assured they would be paid on time. I noticed on my county website in early XX/XX/XXXX that they still had not been paid and called the company. They told me to send an email, which I did. I then received a delinquency notice from my county treasurer last week, indicating that they had not been paid. I emailed the company again, since I had received no response. That was on Monday and I still have no response. I called the company tonight and been on hold with their customer service line for an hour.
My escrow balance is far in excess of the taxes that are due, by the way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-02
Kuna, ID
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
2018-02-02
Lk Buena Vis, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX I spoke with XXXX # XXXX of Loan Care and she made me aware that Loan Care had not credited one of three payments made XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX since loan service transferred from XXXX XXXX.
I have since sent 3-4 letters with attached letters signed by my banks managers showing that that the payments due were sent on time through that banks XXXX XXXX XXXX billpay system to LoanCare. In XX/XX/XXXX I took a deferment offered to Florida hurricane victims and did not pay in XX/XX/XXXX. I made up that payment with 2 payments in the first week of XX/XX/XXXX. The attached documents support all of this and that my payments should be current in LoanCare 's system.
In speaking with LoanCare reps on the phone their attitude seems to be that I have to figure out what they did with the payment that was made but they claim was not received.
LoanCare has continuously dunned me with multiple demands for payments and late fees and also calls practically everyday. I have been forced to ignore the calls and letters and just make my payments on time otherwise. I need an accurate accounting from LoanCare, reversal of inappropriate fees and charges and credit repair due to their false claims and inaccurate reports to credit agencies. Thank you for whatever you can do. This appears at bottom to be an attempt to force me into foreclosure as a way of stealing equity that i have accumulated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-02
Point Arena Air Force Statio, 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
2018-02-02
Mc Farland, WI
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
2018-02-01
Jacksonville, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: I did a modification with loan care XX/XX/XXXX which cleared any past due balance with this company, during this time i was in bankruptcy. in XX/XX/XXXX the bankruptcy trustee sent loan care a check for {$18000.00} this was done in error the trustee was unaware the modification was in place when he sent loan care my money, Bankruptcy did not end in XX/XX/XXXX it was extended to XX/XX/XXXX XX/XX/XXXX loan care informed me they would send the check back to the Trustee this never happened, when the bankruptcy ended in XX/XX/XXXX I was waiting for the trustee to send the check to my attorney, this is when I found out loan care never sent it back. this company stole the money and did not apply any of it to my account, loan care is saying i have not made a payment since XX/XX/XXXX and i am now XXXX XXXX in the neg and they are going to start foreclosure proceedings they are refusing to take any payments unless paid in full, they talked really nasty to me, long wait time on phone, they told me they were not giving it back, my car is about to be repoed and my attorney has not been paid loan care stole my bankruptcy funds that came from my veterans XXXX check and forcing me in to foreclosure again also charging me over a thousand in interest when they have had my check since XX/XX/XXXX the are giving me the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-02-01
Dayton, OH
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
2018-01-31
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our loan was sold by Loancare to XXXX XXXX in XX/XX/2017. Loancare has continued to deduct payment by ACH from our checking account. Two of those payments were forwarded on to XXXX XXXX ( posted late ). Loancare is continuing to withdraw funds and are holding the funds. When contacted they said that they do not have the funds, and that they are not deducting and that we must have set up bill pay thru our bank ( which we do not have and copies from the bank reflect such ). I have called and e-mailed their payment dispute e-mail both mortgage companies and neither have responded. I have also contacted the bank to request that the funds be retracted and all future withdrawals prohibited, but the errors are persisting.
IN ADDITION, Loancare has been not been posting previous payments in full. They are short by {$5.00} each month ( possibly since the loan opened ), and are not posting payments as of the first of every month, which enables them to collect additional interest. Payments are being deducted twice a month for mortgage payment due the following month. Why is it that they payment is coming out in the prior month, yet they do not post on the first, but post between the XXXX and XXXX of the month?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-31
Abilene, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: They are saying I'm XXXX behind on payments. I use to pay XXXX a month and now my payments went up to XXXX. I recently had to hire an attorney to help me get in contact with someone from the company, because they refuse to call back or answer letters. I told them I can only afford XXXX a month if they made it go up told me it wouldn't be a problem. Here it is 5 months later, and now on my credit report they say I haven't paid but take my XXXX $ check every month! I just want to resolve the problem, and get this fixed my credit is the only thing hurting!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-31
MN
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have been using LoanCare - www.myloancare.com. I have been trying to access my mortage account for the past 5 days. I need to gain acces to my loan info for filing my taxes. I have called many times due to problems with the web site i am unable to get my password reset. I am worried that this place has gone under or there no IT department at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-31
Manteca, 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
2018-01-30
Atlanta, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We pay into a loan servicing company LoanCare We have an escrow account and at the end of 2017 -- we had paid into the escrow {$6600.00}. The disbursements were {$3800.00} which left us with an ending balance of {$2800.00}.
We have tried on multiple occasions to contact LoanCare and can not seem to get anyone on the phone to explain why they haven't returned the ending balance to us. There is an option to leave a call back # which we've also tried and again, no one returns the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-30
Houston, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Hello, My account has recently been taken over by Loan Care. I can not get in contact with them. I was able to speak with them one time, but nothing after. I received some tax bills and, since my taxes are in escrow, I wanted to know if they are paying these. I've been trying to find this out for weeks. They will not answer the phone and then their automated system hangs up on you. Also, I can not seem to access the website. Please help! What should I do? My taxes will be late if I do not find out this information. I'm helpless to them as I did not sign up with them, my loan was sold to them and now I can not seem to do the business that I need to do with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-30
Jamesburg, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-30
Cocoa, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: I am a XXXX % XXXX Veteran with a current property tax exception on my property. The Mortgage service company has failed to adjust my Escrow payment although I have already called them three times and have provided them with the required documents. Every time I call, they tell me the same story and give me a date they will complete the Escrow analysis ; however, every time the date keep changing with no adjustment to my mortgage payment. The approximate taxes and insurance payment at the end of 2018 is likely to be around {$2500.00} XXXX {$2000.00} for insurance and {$550.00} for Taxes ) however, there is already {$2100.00} in the Escrow account and I am due another {$540.00} payment to the Escrow on XX/XX/2018. At this rate, I will have over {$7500.00} in my Escrow account by the end of the year. I have contacted them three times since mid XXXX but have been unsuccessful in getting them to adjust my mortgage payment to the new tax rate. the last time I spoke with them, they said, a supervisor would contact me within 24hrs ; still waiting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-30
Eldorado, WI
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: I am currently going through a divorce. Per my divorce decree ( not yet finalized ) I need to have an assumption done on my mortgage to remove my wife, XXXX XXXX XXXX XXXX XXXX, removed from my mortgage as the secondary borrower.
I called Loancare on XX/XX/2018 and spoke with a customer service agent who told me that there was nothing that I could do and that I would have to refinance my mortgage with a different company. I then logged onto the FHA website and read him a passage that proved that he was incorrect. He then hung up on me.
I called Loancare back on XX/XX/2018 and spoke with a customer service agent who told me that what I needed to do had to be requested in writing and provided me the email address to send my request to.
On XX/XX/2018 I sent an email to Loancare requesting an assumption.
On XX/XX/2018 I received a response from Loancare issuing reference number XXXX. The email requested my account number ( which I had clearly provided in my initial email ) and I replied with the requested information.
On XX/XX/2018 I sent another email because I still had not heard anything.
On XX/XX/2018 I called customer service and spoke with an agent who apologized, took my information, and told me that someone from that department would be in touch with me in 3-5 business days.
On XX/XX/2018 I called customer service again and spoke with an agent who said there was no record of my call on XX/XX/18 and that they would submit the request again.
On XX/XX/2018 I called customer service and was informed of an " unusually large call volume '' and provided my phone number for a call back when it was my turn. I never received a call back.
On XX/XX/2018 I called customer service again and was informed of the same " unusually large call volume. '' I again provided my phone number and again I still never received a call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-01-30
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
2018-01-29
Douglas, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My home loan was sold to Loancare LLC in XX/XX/XXXX on XX/XX/XXXX the check for tax payment of my Summer XX/XX/XXXX taxes was sent to Loancare LLC from previous mortgager. XXXX has yet as of XX/XX/XXXX to pay my summer XX/XX/XXXXproperty taxes. The money is in the escrow account and has been since XX/XX/XXXX7. I have called to resolve this issue on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, 1XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I have talked to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. All to be told that the Tax Dept was reviewing it. 3 1/2 months to review a simple transaction. Now my property Taxes are late and have penalties. There is no direct number for the tax department. I wonder why? I cant get a straight answer. I want my XX/XX/XXXXTaxes paid. I have loss the tax deduction for my home. I want a quick resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation