LoanCare, LLC

2018-01-29

Walnut Spgs, TX

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

2018-01-27

Jacksonville, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received notice of an escrow shortage from XXXX XXXX. That letter stated that I had the option to pay the shortage outright by XX/XX/XXXX or to accept a payment increase on XX/XX/XXXX which would ( over time ) correct the shortage. I elected to pay the shortage outright and they received my payment on XX/XX/XXXX. Because the escrow shortage was less than the regular payment amount, they placed the funds in suspense. I sent a secured email ( ref ID XXXX ) through their website on XX/XX/XXXX which informed them that the payment was to cover an escrow shortage. On XX/XX/XXXX I checked the account and LoanCare had misapplied the funds ( as loan curtailment ) so I called and was told that my XXXX payment ( for the increased amount ) would not change. I replied I would pay my regular amount and not the increase because I complied with their instructions and they misapplied the funds. There was similar miscommunication relative to escrow shortage when XXXX assumed servicing for my loan in 2015.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-27

CO

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I was injured at work and lost hours resulting in decreased income. I have fallen behind on my mortgage payment and am unable to contact the company. I have spent hours on hold and no one answers, or they answer and immediately disconnect the call. I call nearly every day. I am 4 payments behind and I had submitted one and a half payments to try and catch it up, but they returned that payment to me saying additional funds are needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-26

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

2018-01-26

NV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, Loancare LLC acquired my mortgage from XXXX XXXX XXXX XXXX. All of the initial documentation I received had just myself listed as the borrower on the loan. On XX/XX/XXXX, I received a monthly statement and Form XXXX from Loancare LLC which now had a co-borrower listed on the account. I immediately tried to contact Loancare LLC on the number they had listed for customer service during listed business hours. I received a message that stated that if I am receiving this message they apologize and to call back during normal business hours. I tried calling several more times on the XX/XX/XXXX to see if I could get through. I could not, receiving the same message each time during normal business hours. I then went to Loancare LLC 's email communication site and initiated communication via email. I stated on the email that Loancare LLC had put an invalid co-borrower on my loan and she needed to be removed immediately as the paperwork and fee 's were completed in XX/XX/XXXX to have her released of all liability from the loan, to which there are letters and paperwork in the loan file they have that also state that. I then tried several times on XX/XX/XXXX and received the same message. I began calling Loancare LLC at XXXX XXXX Pacific Time on XX/XX/XXXX. This time their message had changed to they are having a large call volume and to enter my phone number and as soon as a customer service rep. was available they would return my call. By noon on the XX/XX/XXXX, I had not received a call back so I again called and got through to a customer service rep. The female that answered my call was initially cordial, but quickly deteriorated. I asked her to please have my ex removed as a co-borrower as she had been removed by my previous lender, XXXX XXXX XXXX XXXX. She then stated that my ex is a co-borrower and they will not remover her unless I could provide proof, which is in the loan documentation they possess. I again reiterated that she needs to be removed because they have illegally inserted a co-borrower into my loan. She replied that they have done nothing illegal and refused to remove her. I again replied that they have the proof because they have all of my loan documentation from my previous lender. I began to become very upset that there was no willingness to help or even find anyone to look at my loan docs. I asked her to transfer me to a supervisor. I was placed on hold. I stayed on the line for approximately 20 minutes and no one ever picked up the phone. I then immediately called XXXX XXXX XXXX XXXX and had a customer service rep. on the line within minutes. The gentleman was very cordial and helpful as they always have the pervious 5 years of my loan. I asked him if they still had any of my loan documentation. He said they keep all of my docs. I asked him if I was the only borrower on the loan to which he confirmed I was and proceeded to tell me my ex was removed in XX/XX/XXXX without me even asking. I asked if he could send me the letter from XXXX XXXX XXXX XXXX that released my ex of all liability and removed from the record. He sent it to me while I was on the phone with him via email. I also asked him if Loancare LLC would have received all of this same information in the loan package which he replied " YES ''. Immediately after talking to the rep. from XXXX XXXX XXXX XXXX, I again emailed Loancare LLC and attached the letter confirming I am the only borrower on the loan. I again received and auto-reply mail from Loancare, in which it also stated that I would have a response within 5 business day. Those 5 days have come and gone with zero communication from Loancare LLC. I have read many complaints against Loancare LLC of their customer service and professionalism and I feel that I have no other recourse other than filing a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-26

North Hills, 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

2018-01-26

ME

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have my mortgage payment ( XXXX XXXX XXXX XXXX acct # xxxxxxxxxxx ) automatically paid through my online banking with XXXX XXXX. When I received my monthly statement for my XX/XX/XXXX payment ( around XX/XX/XXXX ) it showed an overdue balance. Indicating my XX/XX/XXXX payment had not been received. That is when this horrible customer service experience started. I began making calls. I was on hold for over 4 hours that first day alone. No results. Around XXXX I received a Delinquent Notice ( drafted XX/XX/XXXX ) showing the missing payment of {$1800.00} as well as a late fee of {$72.00} The check for that ( Missing Payment ) was # XXXX for {$1900.00} and included an extra {$28.00} to go towards Principal like I do every month. According to the back of the check it was processed by XXXX XXXX XXXX on XX/XX/XXXX. More calls, more emails, Still no results. XXXX Doing more research into how to get this fixed I discovered that my bank had switched the last 2 numbers of my loan number on the check # XXXX. I also discovered that the same last 2 numbers had been switched for many months without any issues. I informed loancare of this by email and phone call. I sent about 10 emails begging for them to call me and tell me what they needed. No result. on XX/XX/XXXX they cashed my check # XXXX for {$1900.00} ( it also had the last 2 of my loan numbers switched ). They recorded it as my XX/XX/XXXX payment. and took the {$28.00} that should have gone against my principal and applied it towards my {$72.00} Late Fee for the check they cashed XX/XX/XXXX leaving me a late fee balance of {$44.00} and still a payment behind. on XX/XX/XXXX when I again was spending my day off on the phone with " my loan care '' I was told ( finally ) that I needed to send a copy of the cancelled check. I did. on XX/XX/XXXX when i called to see if the issue was resolved yet. I was told they hadn't received the copy of the check. I sent the front and back of the check and began begging to learn if it had been received in a format that they could access. I received no such conformation. on XX/XX/XXXX I received an email copied here : " Escalated Payment Disputes <XXXX> XX/XX/XXXX to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. SUBJECT : cashed check not credited to my account Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Your request has been forwarded to the appropriate department. 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. Please feel free to contact us if you have any additional questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX '' I started to loose all hope. on XX/XX/XXXX I called to see how their research was going. ( just to be clear every time i say i call I mean I call, go through the the annoying phone answering system entering my loan # soc sec # etc ..., get a human verify my loan #, soc sec #, zip code, phone #, etc usually get disconnected and go through it all 2 or 3 more times ) At this point ( I've been trying to resolve this for over a month ) I'm told they need a copy of my bank statement showing the funds withdrawn. I send a copy of my bank statement showing the funds withdrawn and make multiple calls until i am told they can view the bank statement and this will be resolved by the XXXX. I received this useless email : " Escalated Payment Disputes XXXX XX/XX/XXXX ( 7 days ago ) to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. SUBJECT : XXXX loan payment cashed and not credited to my account. Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Your request has been forwarded to the appropriate department. 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. Please feel free to contact us if you have any additional questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. *** this email was scanned for malicious content *** ********************************************************************************************** In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at : ========== Original Message ========== Subject : XXXX loan payment cashed and not credited to my account. Attached is another piece of the puzzel. Please contact me ASAP if you need anything else. Don't make me wait another 6 weeks and then tell me you don't have the information you need. On the statement you can see check # XXXX. You can also see that my balance dropped by {$1900.00} on XX/XX/XXXX. on XX/XX/XXXX I called around XXXX XXXX, I was told a supervisor would call me back by XXXX XXXX. No call!!! on XX/XX/XXXX I called before noon and spoke with XXXX # XXXX, she connected me with XXXX # XXXX. XXXX sounded like she really wanted to help me. She would go to the cashier department to see what she could do and get back in touch with me. NOTHING!!!!! on XX/XX/XXXX I received an email that was a response to an email I had sent exactly 4 weeks ago. copied here : " Customer Service <XXXX> XXXX XXXX ( 7 hours ago ) to me Reference number : XXXX Please use this ticket number in any correspondence with us. Subject : Payment/Statement Inquiry Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding your mortgage account. Your request has been forwarded to the cash department for further research and resolution Please feel free to contact us if you have any additional questions. Please DO NOT REPLY to this email. Your request has been resolved. Replies to this resolved ticket will not be read or responded to. If you need further assistance or have additional question, please submit a new request by visiting our website and logging into your account. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. *** this email was scanned for malicious content *** ********************************************************************************************** -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- XXXX Evening Payment/Statement Inquiry this check was cashed but not credited to my account. I noticed the last 2 numbers of my account were switched by my online banking and have been for many months. HELP '' still XX/XX/XXXX I called again, spoke with XXXX # XXXX, she eventually connected me with XXXX # XXXX. All XXXX could do for me is confirm that it is being researched and she would see what she could do. Several hours later I received a call from a loancare computer asking me to call back. I called back instantly, struggled to get through the answering system, eventually being connected to XXXX # XXXX again, she had no idea why i received the call. I called back, reached XXXX # XXXX she said I had received a courtesy call because " my payment was late ''. in conclusion : I have been hitting brick wall after brick wall and been lied to for almost 2 months. The only slightly good thing that has come out of my many many hours of fighting this is I've been told the remaining {$44.00} of my late fee has been waived. I just went back and deleted most of my personal information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-25

Archers Lodge, NC

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

2018-01-25

Leander, TX

Incorrect information on your report

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

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

Timely Response

2018-01-24

Stone Mountain, GA

Incorrect information on your report

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

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

Timely Response

2018-01-23

Ashwaubenon, 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

Timely Response

2018-01-22

Shulerville, SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In 2017 we fell behind on our mortgage due to unexpected expenses and a slight reduction in income. We tried to get caught up and began making regular monthly payments of {$1400.00} ( almost {$150.00} extra each month ) in XX/XX/XXXX through our online bill payment through XXXX. We were 3 payments behind, but almost had enough in the unapplied ( XXXX ) to make up 1 full mortgage payment, then we would be under 90 days. I even spoke to customer service in XX/XX/XXXX and they explained as long as we did not go more than 90 days that was fine. We made our XX/XX/XXXX payment which would have brought us current for XX/XX/XXXX, but LoanCare returned this payment and told me they would only accept a full 3 months to get caught up! I was almost there now they 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

2018-01-22

VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We fell behind on our mortgage due to temporary unemployment. We communicated with LoanCare to let them know about our difficulties. We were advised to fill out a Loss Mitigation packet. After almost 2 months of back and forth with that part of the company, we were denied for assistance. In the meantime, we have borrowed the money to catch the mortgage payment up. I have been trying to pay for this for over a week now. Here we are ONE DAY before our home is supposed to go up for sale and no one wants to help me. I call LoanCare to see how much I need to send them to make my mortgage right, they advise me that they can not give me that information, that I have to call the Law office handling the case. I had already called the Law Office last week, Thursday to be exact. They had to request the information from LoanCare. I am going back and forth with them, and now they will not even answer my phone call or call me back. It 's almost like they do n't even want the money for the house! Do they enjoy it when people lose their homes?? I am beyond furious with this company. I have been on hold all day only to be told that no one can help me. The Law Office has contacted them multiple times requesting the amount needed. The least they can do is answer the law office with an exact amount I need to pay so I can get this out of the way and move on. It really is n't that hard.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-21

Finksburg, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I purchased my house on XXXX 2016, and when i purchased the house i was given an impression that i have to stay with my home insurance company or there will be a problem with my mortgage approval, but the insurance company was asking me to register my vehicle as well or my insurance will go way too high. i forced to get the home insurance through my private insurance company since it was affordable and i was very clear to the mortgage provider that my insurance should not be paid through my escrow but after a year i found that they have been paying home insurance through my escrow, while i was paying my private insurance separately. Since i found about it my loan care is ignoring my emails and i am not getting any answers from 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

2018-01-21

Los Banos, 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

2018-01-20

Houston, TX

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Complaint: In XX/XX/XXXX, my mortgage was sold from XXXX XXXX XXXX XXXX to XXXX XXXX. I bank online through XXXX XXXX XXXX. When I added information on XXXX as a " New Payee '' the online information defaulted to " LoanCare Servicing Center. '' I assumed that was an arm of XXXX and I proceeded to input 12 monthly payments to pay electronically on or around the XXXX of each month ( depending on payday ). This was done on XX/XX/XXXX. I did n't give it another thought until I returned to XXXX from a XXXX trip and opened a letter ( dated XX/XX/XXXX ) from XXXX XXXX indicating my XX/XX/XXXX payment had not been received. I immediately went to my online banking portal and saw that the check was electronically delivered and processed on XXXX. I called XXXX XXXX on XXXX and the Customer Service representative indicated that LoanCare Servicing Center, while servicing some of their loans, was not servicing my loan. I explained how I loaded the information via my electronic banking route and we discovered that payments were being sent to an erroneous payee. I then called XXXX XXXX to inquiare why XXXX XXXX XXXX XXXX appears when XXXX XXXX is added as a payee and, essentially, was told I had made a mistake. Unfortunately, not only had the XXXX payment been processed and cashed by XXXX XXXX, but my XXXX payment had also been processed and cashed on XXXX. On XXXX I began the odyssey to attempt to regain the {$3800.00} that XXXX XXXX processed for a loan they do not service. I was unable to reach them on XXXX, apparently " due to severe call volume. '' On or about XX/XX/XXXX, I made contact and a CS rep, after I had explained what happened, gave me an email address to send my issue to and to then be assigned a ticket number. At that point, I was told I 'd be given a ticket number. Ultimately I received an email with ticket number XXXX. This was assigned XX/XX/XXXX. The letter indicates duplicate entries may prolong resolution so I waited patiently. As of this day, XX/XX/XXXX, I remain in limbo ; however, I have called XXXX XXXX on four separate occasions. The first 10 minutes of the call typically require me explaining to the CS rep that they do not hold my mortgage and that two payments were incorrectly sent and processed by their company. The response typically is " I ca n't help you if you do n't have a mortgage number or if your social security is not in our system. '' I explain again that neither will be in the system as they do n't service my loan. I painstakingly explain that I have a ticket number and am met with the same response, which is they need a mortgage number. Then they begin to understand the situation. The second phone call, the CS Rep said " I do see those payments and it looks like they went to somebody else 's mortgage. I 'll send that to a supervisor and they should be able to clear it up. Whoever got those payments must think it 's a great XXXX present. '' The third CS Rep ( XXXX ), was very friendly and understood that I was out {$3800.00}. However, she said she could n't locate any loan in the system and could n't see my payments. I explained that the prior week I had given my XXXX XXXX loan number to a CS Rep and they indicated there was a mortgage with that same number. This time, the Rep said she did n't see that number. I gave her my ticket number and told her that files were attached showing bank statements, confirmation numbers of payments etc ... using that ticket number she found my information and indicated she 'd forward to a supervisor named " XXXX. '' This call was on Friday, XX/XX/XXXX. I have not heard anything from the company since that phone call. In summary, XXXX XXXX XXXX XXXX has processed two checks totalling {$3800.00} for a mortgage they do not service. The first payment was processed 60 days ago, the second over 30 days. I am asking for your assistance for an expeditious refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-19

AL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: This loan company, Loancare, has been harassing me since the start of the loan assumption for their mishandling of our insurance, escrow, and now our property tax. The tax bill is now {$750.00} as ofXX/XX/XXXXaccording to a " XX/XX/XXXX Delinquent Property Tax Notice '' and on that bill it states " All property with unpaid taxes will be sold at our Tax Sale '' with a due date of XX/XX/XXXX. Now while I am sure that XXXX County is not going to sell my house right out from under me on XX/XX/XXXX the bill was due inXX/XX/XXXX for the year XX/XX/XXXX. I spoke with a representative yesterday from XXXX County yesterday to confirm that the taxes are still not paid. According to the payment history on Loancare 's website, they paid {$36.00} so I just got off the phone today XX/XX/XXXX, with XXXX XXXX at XXXX County Revenue and it is their policy not to take any partial payments so that is another strike against Loancare. On XX/XX/XXXX I attempted to call Loancare and after a brief hold I was told by a recording that due to a high volume of calls that I would have to leave a phone number. I did this two times at XXXX and a second time at XXXX. I got zero response. After the call to XXXX XXXX today, I tried to call again at XXXX with still having to input my number. Note : they did not continue to give me an option of holding. Loancare bought out my USDA mortgage from XXXX XXXX and has messed up our homeowners insurance status multiple times requiring multiple calls resulting them trying to force me to buy their insurance when they are the ones that messed up. They sent the insurance check to our former insurance company then charged us for insurance when we NEVER had a lapse in insurance. Recently they tried the same thing again just because I had gotten married and the insurance with XXXX is in my married name. They were charging me an exorbitant amount for my escrow account and had to refund me twice within a year for over payment. The first time it was close to {$500.00} and instead of reviewing it, they kept the escrow charge the same and had to send me another check onXX/XX/XXXX for {$1900.00} after I initiated the action by emailing them and asking why they have not changed the escrow amount so my excess payment can be taken off of the Principal instead of sitting in escrow building up interest for them. It still took them over a month to decrease the escrow amount with our first payment reduction coming due in XX/XX/XXXX. This company needs to be prohibited from any new loans until they can work out their many failures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-19

Arvada, CO

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

Timely Response

2018-01-18

Leander, 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

2018-01-18

Clarks Green, 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

2018-01-18

Lexington, NE

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

2018-01-18

Burlingame, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: To whom it may concern We are sending this letter after speaking to one of your representatives and she advanced us to do so. You guys increased our mortgage payment without communicating with us! We found out through our credit score tracker. We have been paying our mortgage on time every time. However we had no idea that you guys had increased it. Please take this inquiry out of our credit as it has affected us very much. If you see our payment history you will see that we have never missed a payment. We have never received any phone call, email or a letter indicating this increase. Sincerely 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

2018-01-17

Rehoboth Bch, DE

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

2018-01-17

Grand View, ID

Incorrect information on your report

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

Account status incorrect
Complaint: In XXXX I purchased my home in XXXX idaho through loan servicer XXXX XXXX who sold the loan to the current " servicer '' Loancare , LLC. They never properly notified me of the initiation of transfer nor did I receive a new agreement or packet with necessary information from the new servicer. I have requested several times but no success. I have tried to call to speak with someone to clarify terms and such but I am never able to get anyone on the line. Recently I decided to purchase a second home and to refinance with a completely different company for this loan all together. I have never felt secure since the transfer as I am unable to communicate with them entirely. Upon reading some reviews and how horrid they have done likewise consumers I decided to act immediately. I requested a payoff statement, when I received it, it stated I was late on a payment which is not accurate. I pay the same time same way each and every month so I knew there was no way to have done so. I tried to contact them, again no success. XXXX XXXX I logged on as usual to make my payment, the welcome page generated and I clicked the online payment link but rather than being redirected to the appropriate page a message came and said unavailable to you at this time please contact them at the listed phone number between specific hours. So I have been attempting to contact them since again no success. I have never received any mail, notice, email, or phone call of any issue. Since I was unable to pay online I submitted a check through bill pay from my bank instead. Yesterday XXXX/XXXX/XXXX I received a letter that states I am in preforeclosure for being behind in pay. I got on my credit monitor and saw the months in which they note I was delinquent or did not pay ... all months have been paid. I have receipts to show such to be true. I never had an issue or knew of a potential for issue until I was not able to log into my account as usual. I disputed the information with the credit bureaus but no change has been made. I have documentation that I have sufficient income to be loaned to, that I have always paid payments and on time, and that I in fact have sufficient enough income to purchase another home as desired however with the havoc on my credit this is causing my credit score is quickly diminishing ... from high 700 's to low 600 's today. I need this fixed and resolved and to be able to refinance with another lender asap. I am at a loss and do n't know what else or at all 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

2018-01-17

Bremen, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: At the end of XX/XX/XXXXXXXX Escrow is XXXX. Escrow pmt for XXXX XXXX, XXXX XXXX w hazard ins of XXXX due at end of XXXX As Escrow was over XXXX at end of XXXX, I expected a refund, but they refuse. After my loan was sold to them last year, they immediately increased my payment by well over 100.00. Im a single mother and the initial payment that I agreed upon with the first mortgage co was already tough. And it appears that they have plenty of escrow at the end of the year. They havent lowered my payment either, so I guess there will be about 2200.00 left over in XX/XX/XXXX. You can not get in touch with them. You email, they dont respond. You call and their automated voice sends you around the world then hangs up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response