LoanCare, LLC

2019-10-24

IL

Incorrect information on your report

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

Account status incorrect
Complaint: As of XXXX XXXX 2019, Loan Care had obtained our mortgage loan from XXXX XXXX XXXX. No information was provided to make the online payment or where to make the payment. In XXXX 2019 we received information after several calls to get information. Loan Care provided a web address to make payment online, however their system was not working to process the payment. We called Loan Care more than 5 times to send us information regarding where to make the payment to. Loan Care provided an address which turned out to be the XXXX XXXX processing center when our payment should have gone to the XXXX processing center. They have agreed that it was their mistake however still reported us late. Loan Care did not charge us a late fee for the month of XXXX because it was their mistake. In XXXX they also reported us late however never charged us a late fee. We have had our mortgage for 7 years and never missed one payment. In fact in XXXX we paid 2 months worth or the mortgage because they said they never received our XXXX payment. Later we find out it did in fact come off our principal. I know have 2 late payments in which Loan Care will not provide a way to dispute. I called Loan Care and complained and the rep stated she was in fact filing the dispute while I was on the phone. I waited 4 weeks to call and follow up and they state no dispute was ever filed. This company is horrible and come to find out SEVERAL people are complaining about this same issue. Double billing and reporting late to credit bureaus when in fact no late payments were made at the error on my behalf. I am beyond the point of anger when it comes to Loan Care and their terrible customer service. 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

2019-10-24

El Paso, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-10-24

Davie, FL

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

2019-10-24

Washington, DC

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

Mortgage: FHA mortgage

Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that LOANCARE SERVICING CTR has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

Issaquah, WA

Incorrect information on your report

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

2019-10-23

Jacksonville, FL

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

2019-10-23

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was initially with XXXX but when they went into bankruptcy XXXX XXXX bought it and now holds my loan and it is serviced by Loan Care. From the very beginning XXXX at the month the loan was sold increased my mortgage payment {$200.00} a month with no cause for increasing the payment during this bankruptcy process of XXXX. My loan amount should actually have decreased due to decrease in escrow because the only change was that my homeowners insurance had decreased {$700.00} a year due to us putting on a new roof. I contacted Loan Care early on in XX/XX/XXXX to try to correct the problem. I have contacted them once or twice a month since then due to continued notices from then stating I was behind in payments. I use a pre-payment equity accelerator method and payments are automatically made every month so there was never a missed payment. Each time I spoke with somebody at Loan care I received a different answer or was told they would do research, order a new escrow analysis and get back to me. I never received a callback from anyone at loan care ever! I have always had to call then again to find out the status of my account, Never able to speak to the same person again even when requesting supervisors.I finally learned from speaking with supervisors at loan care in XXXX XXXXthat they had misappropriated funds in my account putting the wrong amount towards principle, the wrong amount toward escrow etc.n Its been one problem after the other every time I call I get a different answer by a different person I can never speak to the same person twice. Each person says that they are going to correct the mistakes that they have made and they are going to make my account up-to-date, remove any late fees or charges and correct the amount stated in my escrow. Every single time I called back there is a new or different problem with my money/acct. The latest being that on XX/XX/XXXX I called and spoke with XXXX who stated I had just over {$480.00} in my escrow amount and after researching she saw misappropriated funds on several occasions and she stated that she would correct all issues, move that {$480.00} into my escrow account and I would be up to date and all would be settled. I had heard this before many times during my phone calls and always no follow through, no return phone calls from them that I requested confirming that all was corrected, no follow up letter that XXXX promised. So on XX/XX/XXXX I called back only to find out that now My escrow acct was negative {$480.00} and they are holding {$7800.00} in suspension. I am beyond frustrated, angry, and just feel like I have no options here because I have tried time and time again to correct this issue. I am contemplating refinancing just to get away from Loan Care servicing my acct. I have never dealt with a more incompetent and unreliable company in all my years. Here are some of the dates and calls Ive made in just the last two months keeping in mind that I have been in contact with them since XX/XX/XXXX on a consistent basis to try to correct the problem ( earlier dates and who I spoke to can be added if needed ), but hereare just some of my calls and conversations in the last 2 months XX/XX/XXXX XXXX and XXXX - Who was the first one that found the issues with them Incorrectly misappropriating funds, using my mortgage payment towards principle only, putting money into the wrong accounts and not paying my mortgage principal and interest and escrow in the correct amount At this time they were holding {$1000.00} in suspension. She stated she would correct and redistribute funds and Id be up to date XXXX spoke to XXXX who Stated that all funds were still not correctly distributed But if I increased my mortgage payment approximately {$90.00} a month it would all be corrected, although I still did not agree with this because my mortgage should not have increased because the only change was a significant decrease in my homeowners insurance, I reluctantly agreed to pay this increased amount just to stop the ongoing issues. Of course this did not happen!!! XXXX XXXX Spoke to a supervisor XXXX who stated she would put a request in to research my account and the ongoing issues. I never heard back from her XXXX Spoke to XXXX Who stated I still had {$480.00} held in suspense and my account was still not up-to-date. But he felt the acct had multiple problems and stated he would have a supervisor call me back at XXXX XXXX .. no one ever called XX/XX/XXXX Spoke to XXXX who said stated that she Could see that there were multiple issues and problems with this account, she stated that her job was to correct account errors that she was seeing significantly in my account. We Spent quite a bit of time on the phone while she researched my acct and said that she would re-reverse payments putting some of it towards my escrow and some of it towards my mortgage payment because once again errors were made on their end in distributing my mortgage payments. She stated that at this time I still had {$480.00} held in suspension and she would move that to escrow and including my upcoming XX/XX/XXXX escrow of approximately {$510.00} that would be applied which would bring my escrow up to date and mortgage corrected. She was very apologetic about all the issues Ive been having And stated that she would generate a statement by XX/XX/XXXX that shows that Im completely up-to-date and that I would receive this via mail but as of XX/XX/XXXX I have received nothing. I then called back on XX/XX/XXXX to find out if once again no one had followed through only to find out that they now say my escrow is - {$460.00} and they are holding {$7800.00} in suspension Thank you 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

2019-10-23

Ehrhardt, SC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have diligently applied for acceptance of a Loan Modification with XXXX XXXX/ LoanCare Servicer four consecutive times only to be denied. I had done the first modification on my own, then the last three by professionals including a Bankruptcy attorney. My income is {$6800.00} a month with mortgage payments of {$2100.00} including Escrow. I more than qualify financially for a modification. My attorney couldn't understand why the denial nor the professional loan modification servicing company. I need for CFPB to investigation XXXX XXXX/ LoanCare Loan modification process and procedures. Something is terribly wrong. They are moving quickly and forcing a foreclosure on my 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

2019-10-23

Gloucester City, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am filing this complaint against my mortgage servicer Loan Care/ XXXX XXXX XXXX for committing DUAL-TRACKING. Presently, Loan care has my complete loss mitigation application under review, I attached a letter dated XXXX XXXX, XXXX from Loan care confirming my loss mitigation application is complete. I just received notification that a foreclosure complaint has been filed against me with Superior court of new jersey XXXX county on XX/XX/XXXX. Per CFPB article dated XX/XX/XXXX CFPB Rules Establish Strong Protections for Homeowners Facing Foreclosure, Loan Care/ XXXX XXXX XXXX is in direct violation by filing this mortgage complaint against me. Please see attached loss mitigation letter from Loan care and foreclosure complaint filed with the State of New Jersey. Loan care has committed DUAL-TRACKING. Presently, there is an loss mitigation application complete and under review with Loan care, no decision has been made or either an option for me to appeal the decision. Loan care has committed dual-tracking filing this complaint while loan modification/loss mitigation is pending review. I attached all documents to this complaint as proof. This is clearly a direct violation by Loan care and I want to pursue legally. I am filing this complaint to help stop this from happening to other people specifically dual-tracking. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-22

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: In progress

Timely Response

2019-10-22

Gulf Breeze, FL

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

2019-10-22

Mountain View, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-10-22

VA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Attempts at getting refund of escrow due to me because I refinanced loan have not worked. The loan was paid in full on XX/XX/2019. As of today, XX/XX/2019, the escrow has not been paid out to me. This is past the 20 business days required by law to refund the money. I have attempted to resolve this numerous times with the lender. XXXX XXXX XXXX Attn : Consumer Solutions Department XXXX XXXX XXXX Virginia XXXX, VA XXXX Customer Service : XXXX On XX/XX/2019 XXXX told me she would overnight the money on Monday. On XX/XX/XXXX XXXX told me he would do the same. This request goes nowhere and the money remains held by the bank in the escrow account. The money should have been refunded XX/XX/XXXX which includes 1 day for XXXX XXXX holiday. Amount owed to me is {$4900.00}. Law is here : https : //www.consumerfinance.govXXXX Thanks in advance for helping us resolve 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

2019-10-22

Northside, NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I've been having problems with my XXXX, been seeing a doctor in XXXX as a result I have XXXX XXXX XXXX and XXXX, I have health insurance but still have to pay 20 % each time I go which is twice a month if not more. I filled out a loss Mitigation forms with loancare but the denial my claim. I just can't seem to get back on track with my payment. My mortgage payment is about to be 3 months behind, I've been sending them money as I have it but they aren't putting it on my mortgage payment. They just keep adding late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-22

Providence, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare took over mortgage from XXXX. Raised payment {$150.00} monthly claiming we we're behind escrow. 1st time in 6 years. Said auto pay can be XXXX to XXXX of month. I chose XXXX as I did with XXXX. Every month since XXXX been charged late fee of {$37.00} when its auto pay and $ is always in account. They refuse to fix. My credit score dropped because my mortgage increased {$63.00} last month. How can it increase? I also applied {$30.00} extra to principle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-22

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I began taking steps to have my PMI removed with LoanCare, my loan servicing company. I paid them {$620.00} to have a appraisal completed to determine that we had enough equity in our home to remove our mortgage insurance. I called twice within the next two weeks to check on status and was told it was still in process. XX/XX/2019 the mailed me a notification that my loan was being transferred to XXXX Mortgage. I called immediately as I was concerned about the appraisal process being disrupted. I talked to multiple agents and a manager that insured me that the appraisal was still in process and that all of the findings would transfer to XXXX. XX/XX/XXXX I called back again, as I received both a notification that my request to remove PMI was denied, but also received a statement showing that my {$620.00} was applied towards principal. The agents assured me that the appraisal was still in process, that I would be hearing from the appraiser soon. The appraiser contacted me 2 days later, and did his site inspection on XX/XX/XXXX. I thought this was a good sign. But I guess that two days earlier, LoanCare had denied my PMI request, using a XXXX value from a refinance. Now my loan is completed transferred. LoanCare, although initially telling me when I called after the appraiser was here, that the process should be completed by XX/XX/XXXX, is saying that the appraisal was not completed and that my {$620.00} was applied towards principal instead. I am now following up with XXXX, 2 months past when I completed the process, still paying PMI and still with no steps forward made towards getting an appraisal. XXXX is saying that they records do not show the {$620.00} paid towards principal. I can not pay another {$600.00} out of pocket for another appraisal. I am at a complete loss of how this happened and how this is even remotely acceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

La Tuna Canyon, 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

2019-10-21

Ocean City, 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

2019-10-21

Corpus Christi, 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

2019-10-21

Boise, ID

False statements or representation

Debt collection: Mortgage debt

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

Timely Response

2019-10-21

Berthoud, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our account with XXXX is transferred to XXXX Loancare. The first statement XX/XX/2019 shows an unapplied balance of XXXX and a payment due amount of XXXX. I call to double check his as my usual payment is XXXX. I am told she will find out that i should call back another time because she cant call me back. I call back 2 more times and get same response. I make the normal payment. XX/XX/XXXX statement requests normal payment and shows the amount of XXXX as paid. Next i get a bill for an escrow shortage of XXXX. I call and i am told that a check in that amount was mailed to me but they dont know why. I explain that i did not get the check. I am told that research on this will be complete by XX/XX/2019. I call back on XX/XX/XXXX and am told research should close in 3 days. I call XX/XX/XXXX and am told that a copy of the check has been mailed to me. Told that the check has been cashed and that she will email me a copy by Thursday XX/XX/XXXX. I call back on XX/XX/XXXX and this person immediately emails me a copy that is not legible. She says it is endorsed by my husband. She can not tell me which city it is cashed in. Transfers me to a supervisor who suggests i file a police report. I contact local police financial fraud dept who says They will help but seems surprised that the mortgage company suggests this. They will also need a copy of the check. I call on XX/XX/XXXX and after not getting an answer to 3 calls, i submit a formal complaint through their website. I call again on XX/XX/XXXX and this person says the work order request was closed, that they possibly did not send the check to me because it was voided and put back in my escrow. I am told there is no legal dept i can speak with and no way to expedite getting more information. On XX/XX/XXXX i get an email saying that my request has been sent to the cashiering dept. the reference number that is given is the same one that i was previously told was cancelled. Today. Is XX/XX/XXXX and i have still not gotten a copy of the check and the amount of XXXX. Has not been put into escrow. I have all dates and times of these calls as well as the name of the people I have talked to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: First, we were XXXX customers that happened to be swallowed up by the bailout and ended up a victim with XXXX. With that being said, we've been battling with its numbers subsidiaries since XXXX - XXXX, XXXX and XXXX XXXX, now XXXX and XXXX ( XXXX 's vendor attorney ) and subsequently XXXX XXXX and Loan Care. In XXXX XXXX took over our loan in XXXX and " lost '' our first payment and the problem began. We did not have these issues with XXXX. But, the constant reallocation and the massive fees that did not comply with the terms of our note, the HOA fees, ( we do not live in a HOA ) the establishment of escrow when we have a waiver, adding insurance when we have insurance, yet no insurance was ever paid on our account, the countless infractions, misallocations, misappropriations, constant reallocations just to make sure money would not be allocated to our monthly payment to ensure more fees was exhausting. We always paid more than what we owed. We made significant payments of {$90000.00} principal payments that were never applied properly that took months to correct that cost us thousands in interests and yet none of the servicer 's are actually capable of auditing our account to rectify where our money was actually applied. Now, XXXX sold it servicing rights in XX/XX/XXXX to XXXX XXXX XXXX. And, XXXX sold its servicing rights again to XXXX XXXX XXXX in XX/XX/XXXX. When I brought this to the attention of XXXX XXXX XXXX when they tried to fast track a foreclosure on our properties for XXXX in order to secure assets for XXXX 's bankruptcy proceedings. XXXX XXXX XXXX still has not responded to any of our correspondence. Neither has XXXX, XXXX XXXX, or Loan Care. Truth be told it seems none of these companies seem to actually service our loan. They seem to just take our money and not apply it to our account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

Grosse Ile, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX Loan # XXXX Loan SubServicer - LoanCare LoanCare LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX Complaint : LoanCare has put my account in delinquency without informing me. LoanCare is preventing me from getting accurate information about my account. I have missed NO PAYMENTS! LoanCare keeps sending me letters every month that I have missed payments ( which is untrue ). I have Certified Letter Receipts/USPS MoneyOrders Stubs fro every payment showing it was Signed for/received by LoanCare & money orders were cashed. I keep sending them certified letter disputing their claims. Attached copies of their letters. Attachments : LoanCare Default Letters - 6 months LoanCare Confirmation Letter - Illegal increase of loan amount Example of my dispute letter - Qualified Written Request - Not Answered as required by Law Proof Of My XX/XX/XXXX/XX/XX/XXXX Payments. I have proof of all payments made. When I try to access my account on LoanCare website - www.myloancare.com, I am unable to create my account ( error your information does not match records XXXX. I have tried numerous times to call them on phone # XXXX, I have been put on hold each & every time ( 42 minutes/37 minutes/28 minutes/31 minutes ) & very often the call is disconnected! I was finally able to get a call back on XX/XX/XXXX. But the agent declined to give me any information. She asked that I call back & get transferred to the Deliquency Department. She can not help me. ( Agent ID XXXX-Name XXXX - XXXX XXXX XX/XX/XXXX ). I can not find out whats happening to my account & I have been unable to get any information from LoanCare!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

Harsens Is, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, I was two months behind in mortgage payment. My bank sent two payments toward the payment of my mortgage for {$2000.00} and {$1300.00}. My regularly monthly payment is {$2000.00}. The late fee is {$60.00} and there is a {$15.00} inspection fee. The mortgage company statement do not reflect what happen to the {$1300.00}, however, there is a {$750.00} in an Unapplied Amount account. Loan care has taken more money from the {$750.00} that now the XX/XX/XXXX statement reflects that there is only {$290.00}. I am attached the XXXX Monthly Statement which shows that the two payments were made. XXXX payment was paid in full ( {$2000.00} ), XXXX monthly payment was short and XXXX payment was paid of {$2100.00} - XXXX + XXXX + XXXX ( XXXX ) = {$24.00} overage. I do not know what suspense account did the {$24.00} go into. I don't know because I did not received a monthly state for XXXX and I was denied access to the Loancare website. I made several calls to Loancare to find out what happen to my money and why I know longer could have access to Loancare website. I was transferred to their Bankruptcy department, customer service could not address none of my concerns. I didn't understand why I was transferred to a Bankruptcy department since I haven't filed for bankruptcy since XXXX and my house was not apart of the bankruptcy. I was told by the Bankruptcy department that the {$15.00} fee would be charged to my account on a monthly basis because I file for bankruptcy. I asked them why and I told them that XXXX XXXX XXXX nor XXXX XXXX XXXX charged me {$15.00} per month. XXXX and XXXX inspected my house if my mortgage went more then 3 months past due. And where in my contract it states that they can charge me {$15.00} inspection fee monthly. I was told by the Bankruptcy department that those were the agreement that was made with the investors. And the investors are making this call for me to pay {$15.00} monthly. The Bankruptcy department said that I need to put my complaints in writing. I was given an email address and I wrote my complaints and was given a Ticket # XXXX, on XX/XX/XXXX. I waited for a response until XX/XX/XXXX, and I wrote to the customer care department again and I received a response that this email no longer being monitored. Now I am being told to go to the website that they denied me access to. Please help me ... .thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My lender XXXX filled bankruptcy and The servicing of my loan was transferd on XX/XX/XXXX to Loancare. On XX/XX/XXXX i made a pymt in the amount of XXXX to loan care for my escrow. Loan Care took my pymt and assured me it was going to be credited to my escrow. It was not!! They broke up that pymt and applied it to principal and interest only. Nothing went to lowering my balance in escrow!!!!!! And my escrow is showing a negative of XXXX still and loancare has encumbered a two yr advanced escrow cushion of XXXX on me, raising my pymt toXXXX more a mo!!!! I have spoken to 5 Loancare agents since XX/XX/XXXX and every wk they assure me my tax pymt will be reversed back to my escrow. It has not!! The Loancare agents are dishonest, misleading and deceptive! As a result Loancare has imposed a XXXX dollar increase to my loan pymt creating hardship for me and my family!!! 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