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 61
2017-12-16
IA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Due to my recent divorce, I wanted to refinance the house in which I lived in my name only. The mortgage was originally taken out at XXXX XXXX XXXX, XXXX, Iowa and they sold the original mortgage to Loancare , LLC. It is against Loancare , LLC I am filing my complaint.
I went to XXXX XXXX XXXX XXXX and applied for a new mortgage in my name only. The lending department at XXXX was instrumental in reworking a new mortgage and they proceeded to seek a payoff from Loancare , LLC starting on XXXX/XXXX/XXXX. A payoff due Loancare LLC of {$200000.00} was received by XXXX onXX/XX/XXXX. ( Reference the attached notes from XXXX, the loan officer, to see the efforts made to receive this initial payoff ). On XXXX/XXXX/XXXX a second, and new payoff in the amount of {$190000.00} was received by XXXX. This payoff used the wrong good through date of XXXX/XXXX/XXXX instead of XXXX/XXXX/XXXX as the payoff ; in addition, the total loan amount due was both printed wrong and added wrong!
XXXX assumed, for reasons in XXXX notes, the second payoff was correct and they wire-transferred {$190000.00} to Loancare LLC on XXXX/XXXX/XXXX when it came out of rescission. A third payoff letter then arrived at XXXX on XXXX/XXXX/XXXX in the amount of {$200000.00} stating the payoff was made after XXXX XXXX, XXXX so another month of interest ( {$770.00} ) was added.
At this point, I made four phone calls over several days including a conference call at and with XXXX loan officers. Typically, I was put on hold for long periods ; told there was no one in management available ; or the phone simply went unanswered during regular business hours. I then went to XXXX wondering what to do next. The loan department went to XXXX XXXX XXXX XXXX, Chief Operating Officer at XXXX for help. He made several attempts to reach Loancare LLC and on one attempt was on hold for fifty minutes.
Now, as of XXXX Loancare LLC has issued a fourth payoff in the amount of {$200.00}, XXXX stating yet more charges were added to the loan. This is beyond reason! Through this entire process, XXXX made more than ten phone calls to Loancare LLC and I made at least four. All the attached evidence clearly shows Loancare LLC made the errors that created this mess. What is most frustrating is their admission they were in error but still unwilling to remove the extra month of interest and putting the amount owed back to {$200000.00} ; if not actually XXXX which they said was due and which XXXX wired to Loancare LLC as requested on the Loancare LLC wire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-15
Chula Vista, CA
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: This loan services fraudulently and keep my escrow refund for almost 4 months now, for {$910.00}, and they removed the {$94.00} out of my total escrow refund, since 4 months, they told me, that they will overnight it, and until now I did not received it, they should increase the money Im inspecting, there Cash department, had some fraudulently practices as well and they never do there jobs, this institution should be investigated, they are using my money, and fraudulently hold my escow refund, there supervisors did there part, but the manager did not do any action of this matter, they never called, me I Know that you are helping a lot of consumer, and I hope that they will be investigated, for fraud practices, delaying the refund, then used to there account. For four months i spoke to ID XXXX, XXXX, XXXX, XXXX, XXXX, and the answered are all the same overnight, and its four months now, I never received the escrow refund, and, there practices is hold my refunds, and used and invest to there other account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-15
Discovery Bay, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: To Whom It May Concern, Recently I tried making my monthly online mortgage payment online w/ LoanCare a XXXX XXXX . I paid my current mortgage within the grace period on XXXX/XXXX/XXXX. As a result of me paying online, I incurred a {$10.00} servicing fee. I read about this fee from my previous statement in XXXX. Therefore, in order to not incur this fee, I set-up automatic payments effective immediately. For whatever reason, my auto payment was not set-up until XXXX/XXXX/XXXX. I tried calling customer service, stating that I set-up auto-pay more than 30 days in advance of my next statement. The rep XXXX saw that I set up the auto pay on XXXX/XXXX/XXXX, but said that there was nothing she could do. I in fact spoke to her Supervisor XXXX who told me the same thing. Hence no refund for the service fee, even though I had setup the free autopay feature, yet was unable to utilize this option incurring the {$10.00} fee. The following 2 items are my specific grievances : 1. Why are they even charging a fee to pay online? I have had several mortgages, and have never heard of such a fee. Also, my closing documents say that I have a 15 day grace period.
2. Once I saw that they were going to charge a fee, i immediately set-up for auto payments ( no fee ). So why is it my fault that I should have to pay a fee, if they take longer than 30 days to setup the payment.
Thank you for your help, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-14
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
2017-12-13
Saint Charles, MD
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
2017-12-13
FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I have received no help from my services center ; nothing but lies, I asked for a forbearance during the disaster of hurricane Irma and was told I was on one : now I attempt to reach them for 2 weeks requesting a call back via IVR but no response To ask for an extension due to my home is still damage due to the impact This has been the most horrible experience I need help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-13
Montgomery, AL
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: I filed a complaint with you back in XXXX, XXXX, against Loancare LLC. The complaint number was XXXX. You had taken care of it and closed the file. Well guess what it 's not taken care of. Loancare is trying to charge me again for the money I already paid them. Also, they put the amount on my credit report with Equifax in the amount of {$100000.00} dollars, on XXXX. It 's no doubt listed with the other credit bureaus as well. My mortgage is currently under at {$100000.00}, according to my last statement from them. I am currently receiving assistance from XXXX XXXX XXXX, maybe that 's why they 're trying to rip me off again. Also they are raising my monthly payment from {$890.00}, to {$920.00}. I called them on XXXX, the girl I talked to fed me some BS, and tried to justify the increase. She wants me to send her a copy of my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-13
Alpharetta, GA
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
2017-12-13
Gr, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage documents specify that a late fee may only be assessed if a payment is received 15 days or more after the due date. My mortgage loan servicer, LoanCare ( NMLS # 2916 ), charged me a late fee of {$10.00} for making my payment due XXXX/XXXX/XXXX on XXXX/XXXX/XXXX. LoanCare attempts to disguise this practice by labeling their late fee a " draft fee ''. No " draft fee '' is charged if a payment is received within 4 days of the due date, a {$5.00} " draft fee '' is charged if a payment is received 5-9 days after the due date, and a {$10.00} " draft fee '' is charged if a payment is received 10 or more days after the due date ( or some similar progressive penalty structure ). The only reasonable explanation for the structure of these " draft fees '' is to penalize consumers for making payments after the due date, with the penalty increasing as more time passes. In other words, the '' draft fee '' is a de facto late fee that violates the contractual terms of my mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-12
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
2017-12-12
Ogden, UT
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: Refinancing mortgage ... on XX/XX/XXXXwe closed on our loan with XXXX XXXX XXXX in XXXX XXXX Utah. they recieved pay off amount of {$130000.00} from XXXX XXXX XXXX in Virginia the money funded on Monday XX/XX/XXXX at witch time XXXX XXXX XXXX notified me that they changed the amount to {$140000.00} and said there had been a typing error at witch time we were responsible for the difference the loan had been finalized and could not be changed with no apology from either company had been given. now at XXXX time a heavy financial burden has been placed upon me and my family do not feel at this time justice was in my favor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-12
San Jacinto, CA
Trouble during payment process
Mortgage: VA mortgage
Complaint: The backstory : In XX/XX/XXXX, my friend a realtor calls me to ask is everything okay with house. My response everything is great. He explains that the house was reported to the county for foreclosure. This was a shock to my wife and me. My wife calls the mortgage company Loan Care to find out the issue XX/XX/XXXX. Loan Care company said to contact the XXXX XXXX they will not talk to us. My wife contact the XXXX XXXX, the trustee states that we are behind in our mortgage payment of 6 months- {$14000.00}, my wife said how can this be we have proof of electronic payments to the Loan Care as well as the insurance being paid to XXXX out of the escrow company. The XXXX XXXX states we will not speak to you until payments are caught up, plus fines and legal fee ( {$24000.00} estimated ). My wife and me, tried to gather any money we could to pay this back by emptying are 401K ( {$20000.00} ), which we did not have enough. During this ordeal, we found out Loan Care in XXXX of XXXX to XXXX XXXX put the house in to foreclosure than removed without us every knowing, damage our credit even more.
In XXXX, my wife and I contacted XXXX XXXX XXXX, with the understanding the law firm could stop the sale date, this did not happen. My wife and I were forced to sale the house XX/XX/XXXX the house for what was owned not what it was worth, to prevent foreclosure or bankruptcy. In XXXX, the law firm that was supposed to represent us, states that can not represent us, only after receiving payment of {$4000.00}.
In the end, we lost our house, lost our mortgage payments, our credit-making it difficult to find a place to rent, lost our dignity, stressed out-family of 5 trying to hold it together. We did everything right, yet we are being punished with losing our home and our character.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-12
Bellaire, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My Mortgage servicer is LoanCare , LLC which is part of XXXX XXXX XXXX XXXX. The Mortgage Payment is due every XX/XX/XXXX of the month and late after the XX/XX/XXXX of that same month. I have not been late since LoanCare was assigned to me by XXXX XXXX in XX/XX/XXXX. But since then I have notice some anomalies in the activity of my escrow account that lean toward making it difficult to pay on time and bring up my credit score because of on-time payments. In XX/XX/XXXX there were funds moved in and out of the account for nothing on the surface. But when you look at it closer, the movement exhaust the escrow causing an advancement from the mortgage company, therefore increasing the balance of the account to drive down the credit score. This allows all attempts to get a better loan to fail because your score is just below the approval line.
In XX/XX/XXXX the Escrow Account was drafted in XX/XX/XXXX when it did not need to be drafted till XX/XX/XXXX for Tax bill due. But LoanCare chose to do it early because they could cause a temporary advancement to drive down the credit score. Payments in XX/XX/XXXX and XX/XX/XXXX would of been sufficient to pay ALL of the taxes outstanding before the XX/XX/XXXX Due date.
Also I pay all my Mortgage payment online through my own checking account XXXX XXXX XXXX. This way I can keep a meticulous record when the bill is paid. Also the payment is drafted electronically in 24 hours. But I have noticed that though the account is funded, LoanCare does not credit the account for 3 to 4 days. LoanCare does not have a local branch in the XXXX area and all Online payments through their site cost a fee.
This account is intentionally made difficult and expensive to cause defaults and foreclosures to struggling homeowners. I have attached copies of proof of the above statements. If you have any questions I can be reached at XXXXXXXXXXXX. Though I have filed a complaint with my Mortgage Servicer I do not expect them to change their behavior. I will be passing on to the press this information too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-12
Lk Buena Vis, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: In XXXX of 2017 I started refinancing my current residence with XXXX XXXX XXXX, the same people I have my current FHA loan with. We wanted a conventional loan with no PMI, and finally were in the equity position to do it. Fast forward to XXXX XXXX and the refinance is completed. Or so I thought. I started getting collection calls from Loancare, the loan servicer, XXXX XXXX that my loan was past due for XXXX. XXXX assured me all was well and to ignore for now. XXXX XXXX I was still getting collection calls. I spoke with the representative at the servicer, Loancare, who told me with XXXX the payoff could have been delayed. Then on XXXX XXXX I am told by my loan officer that the wrong payoff amount was wired by the settlement agent, XXXX XXXX XXXX, but it was corrected and will be done in 24-48 hours. A contact at XXXX XXXX XXXX tells me he has nothing to do with it although his name is on the closing docs.
It is XXXX XXXX now and I still show a balance on my loan of over {$280000.00} and I am late for XXXX and XXXX. I brought a Cashiers Check to the closing table for any additional funds. I am being told the wrong amount is being wired by XXXX XXXX to XXXX to pay off the original mortgage. They are sending the amount on the Closing Disclosure and being told it is not enough. Then it takes 3 days for Loancare to tell XXXX XXXX the amount is incorrect and does not tell them the correct amount, even though it matches the Closing Disclosure. The XXXX at Loancare tells me to call the settlement agent and is unreachable by phone. Nobody at Loancare will clear this up. 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
2017-12-12
Myrtle Beach, SC
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
2017-12-12
Trouble during payment process
Mortgage: VA mortgage
Complaint: I paid off my mortgage in full. Then Loancare, A XXXX Company auto drafted me by another payment. They gave me a hard time about wiring money me my money. I am a XXXX who is forward XXXX to XXXX without his family. There was no way for them to quickly mail me my money. They resisted sending me my money and had me on hold for an hour. I eventually had to give them my bank records to show that they are wiring me my money, and they agreed that within 48 hours they will send me my money. They have n't sent me my money ; it 's XXXX ; and the took food and presents from my kids who I do n't get to see. Can you help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-11
Charlotte, NC
Trouble during payment process
Mortgage: VA mortgage
Complaint: I closed on my VA mortgage with XXXX XXXX on XX/XX/XXXX. The loan was initially serviced by XXXX XXXX, XXXX. My first payment was due on XX/XX/XXXX. We made our XX/XX/XXXX and XX/XX/XXXX payments on time. In XX/XX/XXXX, we received notice that our loan was being transferred to XXXX XXXX XXXX, and to begin making payments to them beginning with our XX/XX/XXXX payment, which we made on time along with our XX/XX/XXXX payment. During this process, we found out the Loancare did not send advice to XXXX XXXX that our XX/XX/XXXX payment was made, which we were able to quickly correct However, even though our mortgage was transferred to XXXX XXXX on XX/XX/XXXX, final payoff was not sent back to Loancare until XX/XX/XXXX. Loancare, therefore, marked us with a missed mortgage payment for XX/XX/XXXX, which caused our credit scores to drop and my wife was declined for a loan as a result. This is doubly upsetting because we not only made our payment to the correct mortgage company, but were supposed to be protected by RESPA, as the " missed '' payment was within the 60 window of transfer. I spoke to multiple reps at Loancare, who refused to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-11
Coldstream, KY
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
2017-12-11
Queen Anne, WA
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
2017-12-11
Odell, OR
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
2017-12-09
Lansing, MI
Lost or stolen check
Money transfer, virtual currency, or money service: Refund anticipation check
Complaint: I was issued a check from my mortgage company in which I am filling the complain against, My LoanCare - a loan servicing Company, in which the check that was issued was for overstated escrow due to when i purchased me house this year. The amount of the check was {$1800.00} and was issued on XXXX/XXXX/XXXX and was mailed to my name and my home address.I never recieved the check and am just now following up with the situation because I was unaware that my mortgage company would be issuing a check. The reason why I followed up with the company was because I had recieved my winter tax statement and wanted my mortgage company to know what tax bill was due and with that, I wanted to know how much was overstated in my escrow account. I was then told that the check was issued back in XXXX in the amount above and that it was cashed on XXXX/XXXX/XXXX. I informed the company that I did not cash it and a representative told me that the check appeared to be signed over to another individual. I informed the mortgage company that it was fraud and I never recieved the check nor did I sign the check over to someone else. I then requestsd an image of the check which they then emailed me. From the check image, my name was signed ( forged ) and the individual that forged it made it payable to themself. That individual them took it to XXXX XXXX Bank to deposited/cash the check based on the stamp that was used on the back of the check. I was informed by the mortgage company that I would need to contact XXXX XXXX and file a police report as it was out of the mortgage companies hands because XXXX XXXX was liable for the transaction. I contacted XXXX XXXX and they could not give me much information due to confidentiality and that my mortgage company must file a fraud report to the company in whol they hold their accounts with, which is XXXX XXXX. I then contacted my mortgage back to inform them that I had filled a police report and they requested that they needed a copy of the police report before they could consider re-issuing a new check to me. After a day, i contacted the mortgage company back to follow up on anything else they might need but also the supervisor had expressed he was going to speak to his supervisor to see if hey could re-issue a check regardless. Once I called back they stated they could not help anymore as it was not in their control and they do not have a fraud department and it must be followed up by my local police to get my money back. Because of this, I feel that I have been doing my mortgage companies investigation and they are not offering to help me and that is why I want to file a complaint. I am also going to follow up with my local police department/detective that will be working on thr case as they can gather more information due to their being a case open. In addition, I informed my mortgage company that I woild be acquiring an attorney for legal action against them or the individual that took the check and forged my signature and used it for their own benefit. Lasty, I contacted XXXX XXXX to understand how their policies work for XXXX party ( signed over ) checks. The supervisor informed me that they do not allow signed over checks and are unsure to why that check cleared for the accused person. I have a copy of the check if you need it, an email from a manager at XXXX XXXX to confirm that the check was cashed, and a police report number. I believe that I am protected by Consumer ( financial ) Protection Act, the FTC, and more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-09
WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Myloancare.com has changed how their online payment fee structure works.
If you call in with your number the call clearly states " No fees will be added if paid within 15 days '', but then goes to say " Fees will be added after 4 days after due date ''.
My mortgage specifically states that there will be no fees if paid by the 15th, nor have I been charged any until this month.
Now, with this change, there is no way to avoid a XXXX dollar fee ( at minimum ), whether paying online or by phone. They are going directly against my service loan, with no option to do anything but to pay the XXXX dollar fee, or more depending on how I pay.
By submitting a payment online, I am forced to accept the service charge, if I want to pay online, otherwise can pay over the phone for {$12.00} -- All going directly against the original loan terms.
The eStatements from the previous month do indeed say something about no fee from auto draft, and " Up to XXXX for online payment '', whereas my loan does not differentiate between the two.
They are intentionally violating the terms of my loan by these changes, and did not send out any warning or notice of change, nor did I agree to any change as stated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-08
Val Verde, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: mortgage company will not take my payments stating payments were being made, I requested they take my normal payments as the payments were not made by me. The payments credited to my account pushed my payments to XX/XX/XXXX. As to date they still have not taken my payments, I have called and written several times, every month since the beginning of my loan in XX/XX/XXXX of this year.
My credit report states differently and it now states I am over 60 days past due. I have not been able to make the company take my payments although they confirm my payment information and method.
I have not been able to find an attorney to help me as I am deaf, they refuse to assist telling me to get an interpreter but that is before providing me a date or time to discuss the matter with them. ( I can only be contacted via email or text to my phone but I can make outgoing calls. ) I have 2 of the 4 due payments and requested the mortgage company to extend me 2 months to bring my account to date.
Documentation can be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-12-08
Homer Glen, IL
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
2017-12-08
Phoenix, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had a mortgage since XX/XX/XXXX with the same insurance company since then. The service company changed to LoanCare in the past 12-18 months while everything else remained stable. On XX/XX/XXXX my insurance was up for renewal and the new servicer did not pay the bill for home insurance despite calls from me to them. As a result my insurance was dropped and I was charged XXXX $ fee for lapse in coverage. My new insurance co. began XX/XX/XXXX. Loancare denied any responsibility for the lapse in coverage and deducted the money from my escrow account. I believe they are responsible for the lapse and then they had the nerve to charge me for their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation