LoanCare, LLC

2018-01-03

Carmel, NJ

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

2018-01-03

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX our mortgage company withdrew our payment of $XXXX. On XX/XX/XXXX our mortgage company contacted us indicating that they had not received a payment and that our loan was in default (our bank confirmed with us that the mortgage company did receive payment, they also indicated to us that the company had twice after on XX/XX/XXXX and XX/XX/XXXX tried to deduct the $XXXX causing our account to be overdrawn each time, until the overdraw was put back in our account). During that week we made several phone calls to our mortgage company, some were returned, some were not. Finally on XX/XX/XXXX after we had again advised them that we had, in fact, made our mortgage payment and were told to fax a copy of our bank statement showing payment was made. On XX/XX/XXXX at XXXX we faxed a copy of our bank statement showing that the company had withdrawn the money on XX/XX/XXXX (and received a transmission verification report), we were told it would take 24 hours to be processed. On XX/XX/XXXX and XX/XX/XXXX we contacted our mortgage company and each time were told that they did not receive the fax. We were told to email them a copy instead, therefore getting a ticket number which would indicate that they received the information. On XX/XX/XXXX at approximately XXXX our bank branch manager emailed the mortgage company a copy of our bank statement showing the payment was withdrawn. At XXXX that same day he received a ticket number back indicating that the email was received by the company. OnXX/XX/XXXX we called the company for two reasons 1) to make our next mortgage payment and 2) to make sure they updated our mortgage information to show the previous payment was withdrawn. We were told that we could NOT make a mortgage payment as we had missed our last payment and were in default of our agreement. The only way we could make a payment is by making the current and "past due" payment immediately. We refused stating that we would pay the current payment, however that we had submitted, via fax and email, proof of payment. We were told that they did not see any fax received from us, even when we had verification the fax was transmitted and that the email they received was unable to be open since it was sent from our bank (encrypted). At no time after they received the email did the company try to contact us or our bank manager to advise they were unable to open the information. We were told to email an unencrypted copy of our bank information from our personal email. Although we were uncomfortable doing this, we emailed our company the bank statement on XX/XX/XXXX at XXXX and received a ticket number indicating they received the email at XXXX. On Saturday, XX/XX/XXXX a man was observed taking photographs of our house. When he was confronted he indicated he was a field surveyor sent by our loan company and had taped a letter from them to our garage door indicating that we were in default on our loan and were in danger of foreclosure. Also while being asked what he was doing the man stated "if you look on XXXX XXXX XXXX your home is already on there and they didn't need to ask your permission either". At no time did we state he needed our permission, just that we wanted to know who he was and what he was doing and that it had frightened us to see a stranger taking photos of the house. On XX/XX/XXXX we again contacted our mortgage company regarding this and were told we needed to provide proof that the money had been taken out of our account, when advised that we had already emailed that and provided the ticket number we were told the only way to rectify this was to now go to our bank and call them (the mortgage company) back while at the bank so they can confirm the information. At approximately XXXX once the bank had opened we sat down with our branch manger and called the mortgage company. We were placed on hold until a recording came on to leave a number where we could be reached for them to call back (no option to continue to hold). Our branch manger left his number and indicated to us that as soon as he hears back from them we will hear from him. At the close of business today, he had not heard back. On XX/XX/XXXX at XXXX we also emailed the mortgage company again with our entire withdrawal statement for the entire month of XXXX, again showing the withdrawal of XXXX on XX/XX/XXXX and at XXXX XXXX received another ticket number. Also on XX/XX/XXXX we received a letter in the mail indicating that we were now in default on our loan and that if we did not make payment of XXXX by XX/XX/XXXX that the entire remaining balance of our mortgage would be due, in full, immediately and we would lose our home. More often than not when we try to reach the mortgage company by phone we are unable to get through, either we are on hold so long that we reach a recording, like we did while sitting with our bank on XX/XX/XXXX, that due to a high call volume we need to leave a number where we can be reached at for a call back with no option to continue to hold for someone; or we get a recording stating that if we are hearing this recording during normal business hours of XXXX-XXXX eastern, they apologize, if we are hearing this recording outside of those hours, to call back during business hours then the call disconnects, no option to talk to anyone, leave a message, or leave a number just a short terse message and a disconnect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-02

Milwaukee, WI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: As usual my husband and I received our Mortgage statement in the mail. I typically pay our mortgage online through Loancare. Loancare is a company hired to collect for XXXX. On the XX/XX/XXXX, I go online to pay the mortgage and realize that we are now being charged a XXXX $ fee to pay our mortgage. This was not there when we paid the mortgage in XX/XX/XXXX. So, I wait until XX/XX/XXXX to call Loancare and speak to someone regarding this fee. The Representative tells me unfortunately the fee process started XX/XX/XXXX. I inform her we never received notice and she stated it was online. I then ask how could this be when your given a grace period of 15 days to pay without being penalized? She states that Loancare only collects for XXXX and that this is Loancares cost for collecting. This representative then proceeds to inform me she can process the payment this one time without the fee, that next month I need to pay between the XX/XX/XXXX-XX/XX/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

2018-01-02

Rncho Domingz, CA

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

Mortgage: FHA mortgage

Complaint: LoanCare took a double payment for my mortgage back in XX/XX/XXXX. They then lost the payment and reported me late in XX/XX/XXXX. I opened an investigation and results were inconclusive and left me showing a late payment ever since. I have since resolved the matter on my own, to my own satisfaction, by applying for a modification to being the account current and make the payments more affordable. XXXX XXXX, the person handling the matter through loancare agreed to remove all delinquent payments from my credit report. Most were removed, but not all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-02

Lyndora, PA

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

2017-12-31

Benton Harbor, MI

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

2017-12-29

Gilman Hot Springs, 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

Timely Response

2017-12-29

W Warwick, RI

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

2017-12-28

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been under FEMA forebearabce since XXXX due to Hurricane Irma. This is my second CFPB Compaint regarding this. In response to my prior compaint, My Loan Care acknowledged I was under FEMA forebearabce ( but did not resolve ANY of the other offenses I complained of ; which remain unresolved to this day ). I have now been kicked off their website and am unable to make a payment. After spending more than an hour trying to speak to a customer service rep, I was explicitly told that ( a ) I was not under a FEMA hold, and ( b ) if I wished to make a payment there would be a {$15.00} charge. Now my forebearabce is ending and they keep insisting I apply for a modification or loan repayment program, which would change my loan terms and increase my interest rate. This my have been lying and scamming me and giving inconsistent advice the entire time I have been under FEMA forebearabce. AND they 're charging me inspection fees, which I should not have to pay since I 'm not in foreclosure. Nonetheless, by locking me out of the website and refusing to accept my payment without charging exorbitant fees, they are literally trying to force me into foreclosure. I understand that they want me to Sue them to get a favoriable resolution ( which may be my only option at this point ). But I have recorded calls and PROOF that I have been lied to, scammed, have had my payments rejected unless I pay a high fee, and am basically being pushed into foreclosure or an unwanted modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-28

Rochester, OH

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

2017-12-27

Wonder Lake, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I made my XXXX/XXXX/XXXX mortgage payment to Loancare. I then requested a payoff of my mortgage through XXXX/XXXX/XXXX. I then refinanced my mortgage with XXXX XXXX on XXXX/XXXX/XXXX and the payoff applied to my Loancare mortgage on XXXX/XXXX/XXXX paying everything in full. On XXXX/XXXX/XXXX Loancare took an additional {$52.00} PMI from my escrow account overage that was getting ready to be cut to me as it was overage from my payoff. I called Loancare and all they can tell me it was taken Bc PMI is paid in arrears but my argument is this additional PMI was included in the payoff through XXXX/XXXX/XXXX. They said no it is never included in the payoff. ( This makes no sense to me, Bc why do I even request a payoff if they have extra hidden fees ) they said they ca n't help me anymore and to send in a written request. I have only had problems with them since XXXX transferred to them. If you can please help us as I feel like we are getting fleeced an extra {$52.00} on top of the payoff we paid to them. Thanks 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

2017-12-27

Soddy Daisy, TN

Trouble during payment process

Mortgage: VA mortgage

Complaint: Re : Loancare loan # XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, TN XXXX, XXXX XXXX XXXX I am fully up to date on my mortgage payments. I have {$2400.00} in my escrow account ( see attached statement ). My mortgage servicing company, Loancare, failed to pay my city property taxes. I have been calling them multiple times, beginning in early XX/XX/XXXX, to verify my taxes have been paid. Customer service repeatedly told me they would take care of it, but as of today, XX/XX/XXXX, they have not paid them. I had to write a check for my city property taxes in the amount of {$830.00} and take it to the city clerk myself today. I should not have to pay my property taxes myself, when there is plenty of money in my escrow account. And when I repeatedly asked them to pay my city property taxes. This is fraud, as far as I 'm concerned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-26

Ft Myers, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Beginning sometime around XX/XX/XXXX, my home conventional mortgage was acquired by LoanCare. On or about XX/XX/XXXX, I began making an extra mortgage payment of {$120.00}, to be applied to the principal. Records show LoanCare received regular EFT payments of {$120.00} on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. At no time were these payments applied against my principal. I began calling every month after theXX/XX/XXXX payment to inquire as to why not. I have spoken to several customer service representatives, and/or customer service supervisors. Each time I was assured the error would be corrected, and my funds were then credited against my principal. The issue is : If I do n't call, the money sits in an account, not applied to anything. Also, I do n't get interest reduction on the loan. Secondly, I do not want ( for financial burden ) to change my automatic monthly payment, and there is no way of making automatic additional payments, except by doing it one month at a time on their website : Myloancare.com. They admit to me there is a problem with cashiering not recognizing the additional payment when it comes in, but they do nothing to fix the problem. Third issue : I have made additional mortgage payment to other lending institutions with no problem. This is an issue that is unique to LoanCare and can not be allowed to continue. I NEED YOUR 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

2017-12-25

Brandy Station, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: A qualified endorsement was Tendered and delivered to LoanCare , LLC and it was received by Priority mail Express on XXXX XXXX, 2017 @ XXXX XXXX by XXXX XXXX. This tendered payment is an instrument considered as U.S. Legal tender in the secondary market and is a consideration to pay my mortgage in full and satisfy the mortgage. I have not received any letters or written correspondence at all, and did not receive any notification or filings that my mortgage will be receiving a certificate of satisfaction and or released from obligations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Burbank, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: After waiting 5 months for assistance with my mortgage payments because I lost job the lender only offered a forberence plan that would then put me past due. Th offer is still unaffordable based on just my husbands income. They intentionally want me to default on my loan. After Ive begged for a modification, which I am eligible for they refuse to help. I explained to the underwriter that reviewed my paperwork that {$820.00} a month still doesnt meet the requirement of 31 % of my new household income. Also, if I default on my payments it affects my credit which will also affect my chances of finding a job. When Ive applied for jobs I need to pass a background and credit check, if Im delinquent it wont help me get out of his financial hardship.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Seattle, WA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage was sold to Loancare LLC in XX/XX/XXXX. We registered on their website to make the monthly payments via the web. When I tried to make my current payment, although I have fifteen day grace, I realized the company added a {$10.00} fee to my payment. As I read down the page, they started to charge their customers : On or 1-4 days after due date - No Fee 5-9 days after due date - {$5.00} 10-15 days after due date - {$10.00} Our due date is the first of the month and we paid it on XX/XX/XXXX. We have email & receipt confirmation of such, but they did not process/post the payment until XX/XX/XXXX. This was the first time we had to pay any such fee since our mortgage was sold. Ive made multiple calls to them and have had reps tell me it was a late fee or a service fee. When I would tell them this was a VA loan, they would change it to a processing fee. When I asked why we never had this until this month, they said the info was posted on their site a few months ago. I told them I never received this change in writing, as we have all of our monthly statements from them, the reps said again, it was posted online. I also asked how they could just change my terms and charge this fee, they would say if its paid before due date, there is no fee. So this is a late fee disguised as a service fee, where they fiddled with the dates to increase the fee to their benefit. The fee was listed as a One Time Draft Fee under a separate section. When I asked why my payment was not credited as being paid on the eighth, I was told its credited as the day its processed, not when its paid. This is clear violation of the Board of Governors of the Federal Reserve Systems XX/XX/XXXX final rule, that added 226.36 ( c ) to Regulation Z concerning mortgage loan servicing practices. Section 226.36 ( c ) requires loan servicers to credit a payment to a consumer 's loan account as of the date it is received, provided the consumer is not penalized by the delay in posting. I asked to speak to a manager and was told to submit my complaint in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-22

Charlottesville, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I had my FHA mortgage with XXXX XXXX XXXX for 7 years, I autopaid my mortgage and was never late with a payment. My housing costs were 20 % of my income and I had no financial hardships or issues with my mortgage. In XXXX XXXX I received a notice that my mortgage was being transferred to LoanCare , LLC XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ) and that I would get a bill from them the following month, I did, I paid it by check and called to set up an auto-payment, I could not get through to anyone, I called dozens and dozens of times, it is an endless loop of automated phone messages. If you stay on for the full hour plus to get through all the prompts and ask to talk to a customer service representative, you get a recording to send them a written note by mail. They made it impossible to pay my bill, then after one month I started getting notices in XXXXnglish and Spanish that I was going to lose my house if I did n't pay, and started getting XXXX packages with notices to refinance with them ( I did not need to refinance and it would have not been financially advantageous for me to refinance ), if I called the number on their predatory lending arm, a person immediately answered, but said they could not help process my mortgage payments and had no way of communicating with their loan servicing arm. I ultimately had to pay for a lawyer to just get them to process my payment. I was moving in with my new husband and wanted to keep my townhouse as a rental and build my assets but they were so horrible I decided to sell then continue to fight with them. I felt like I had to register a complaint, I have sold my house but the reviews of this company are terrible - thousands of people have posted online that they have tried to take their homes or have taken their homes. I was lucky enough to be educated and have resources to protect myself, but many do not, this company is making it logistically impossible for working class people to pay their mortgages and then they are stealing their homes acting as if people failed to pay. They need to be taken to court, and possibly be held criminally liable. This is beyond bad business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-21

Ocklawaha, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage co is Loancare. An FHA lender. I bought a home that was taxed at a much higher rate then the home is now worth. I have not missed a mortgage payment. My escrow for XX/XX/XXXX taxes totaled {$3300.00}. My taxes were actually {$1200.00}. I paid my taxes on XX/XX/XXXX. The lender is withholding over 2 months of escrow payments. They currently are holding {$2400.00}. They refuse to return my over payment. They informed me that a new analysis for taxes would be do by XX/XX/XXXX but nothing has been done. They have not communicated to me in any way. I have had to call them over and over for my refund and I have been lied to 5 times regarding my 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

2017-12-20

Arlington, NJ

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

2017-12-19

SD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loancare has used my escrow account and depleted it and is trying to charge me additional money to reimburse the escrow account. It is the first year of owning my home and they have not even paid ANY taxes our the escrow so it is not possible to have an increase. Also my house insurance rate went DOWN, so again there is no possible way this should have been increased. I have called on multiple occasions to ask for an escrow review and they have not responded or fixed this. They need to do a review of my escrow account and the illegal charges they have charged me. I need to reimbursed for the additional fees they added to my escrow account. They are trying to ILLEGALLY increase my mortgage payments by {$82.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-18

Portsmouth, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I had a XXXX XXXX back in XXXX XXXX, was out of work for almost a year. Finally caught the mortgage up in XXXX, but have gotten behind. Company doesnot communicate, returns funds, applied funds to other accounts. Just read a XXXX review of loancare. This is not an isolated company. They say no mortgage paid since XXXX XXXX. Have an appointment with bankrupcy attorney as last attempt to save our 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

2017-12-18

Lewisville, TX

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/XXXX our loan was transferred to Loancare. Apparently only my wife 's old work number was the only information that was transferred ( I found this out after I called about the bank draft non payments ). When I found out about my bank draft not occurring, I called my previous servicing company and was informed the loan was transferred. When I called the loancare the first time, I paid the full balance and was told the autodraft should be set up. Several months later, I realized the payment was still not occurring. I called immediately and made full payment and was correctly told by the associate that I needed to set up the auto draft myself. I did this immediately and now it 's all setup and working. The reason this is so time sensitive is because we are in the process of buying a new home and my credit score decreased significantly because of the late payments. We have never had a late payment in the 9 years prior to the loan transfer. This should not be an issue of us being at risk borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-17

Wayland, MI

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

2017-12-17

Columbia, MO

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

2017-12-17

Odell, OR

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XXXX XXXX XXXX is charging an additional {$10.00} to make a mortgage payment online and if you pay by phone they also charge {$10.00} to make a payment. There is no longer a way to pay your bill without being charged additional funds to pay your mortgage. There website also often does n't work making it difficult to pay your bill in general
Company Response: Closed with explanation

Timely Response