LoanCare, LLC

2017-12-07

Phoenix, AZ

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

2017-12-06

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

2017-12-06

Niverville, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, I was unable to pay my mortgage through Loancare for that month. I made an agreement with them to pay the XX/XX/XXXX payment over a 4 month period on top of my regular payment of {$800.00} a month. So for the next 4 months I paid {$800.00} plus the {$200.00} for XX/XX/XXXX being over {$1000.00} on a monthly basis for the next 4 months. During those 4 months it was showing that I was late on my payment every month summing it up to {$50.00} in late fees. When I finished with the payment plan I called Loancare and inquired about this late fee that was accrued while I was on a payment plan. The customer service representative looked into account and confirmed I was on a payment plan and waived the fees. I still do n't understand why my credit report still is showing late payment when payments were made on time while I was on the payment plan fromXX/XX/XXXX-XX/XX/XXXX. Can you please assist me in updating my credibility by removing late payments during those months on my credit report? It is hurting my score. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-05

Co Spgs, CO

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

2017-12-04

Houston, 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

2017-12-04

Madison, WI

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

2017-12-02

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: Dear Sir/Mam In an ongoing investigation of my mortgage payments and escrow account with XXXX XXXX we have come across numerous attempts by this company to committ fraud and cause us injury by changing our mortgage payments and principal amount of the mortgage.Specifically, Loancare processes and withheld payments in suspense accounts that were for mortgage payments. Then when question and notified of this continue to manipulate the payments by changing the amount on the principal balance of the mortgage. Then they went back almost a year and change payments that were already made by myself to cover it up calling it misapplication reversals. They continue to cook their books and the process has been riddled with error all along. However, we kept copies and we attempted to communicate constantly with them questioning why they were doing this. Yet received numerous answers which did not correct the errors. I have recorded phone calls, I have print outs of the history of payments before and after they changed these payments around and the principal mortgage. This fraud needs to stop. They are taking advantage of veterans and the VA Loan system and it should be against the law. LoanCare has failed to conduct escrow analyses correctly and sent some me the borrower escrow statement where the mortgage balance has increased instead of the principal balance decreasing. They have increased our monthly payment as a result of these errors as well. Today when I logged in to make my mortgage payment now says I am 30 days behind. We are not 30 days behind nor have we ever been. Our mortgage payment went from XXXX to $XXXX because of their escrow errors and now they note online we are 30 days behind. When will this stop and what will the charge us for a mortgage payment next. Just pick a number?? I will attach the before they cook the book mortgage history and what they changed it to after the claim they missplication reversal payments. Please investigate LoanCare. LoanCare is taking advantage of this VA Loan. I can't seem to get a straight answer from thier customer service. Today I was given two different amounts of payment due, its ridiculous. First I was told we owed XXXX, then we were told we owed XXXX. We were so tired of the errors with the escrow we asked them to let us pay our own tax bills/homeowner insurance. They denied us the ability to do so. Then we asked for an analysis and things got worse. We can't keep going like this it is to stressful. Please investigate this. Please view the Payment history dated XX/XX/XXXX,XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXX. Pay close attention to the principal balances and the escrow paid and balances. There is something very wrong. Very soon I will be paying an accounting firm to review these documents as well and run a private analysis of all funds paid and escrow. Thank you for your time. XX/XX/XXXX Veteran 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

2017-12-01

Leeton, UT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: My mortgage company has made it nearly impossible to get an appraisal and remove my PMI. This summer my house value went up and I wanted it removed. Since then they have repeatedly ignored me until I called and questioned where they were in the process. They once even changed one of my pending payments and almost made me miss a payment. I want a reimbursement for the amount I have paid since my first contact with them about the issue. Details : XX/XX/XXXX Sent an email asking to know what would be needed to remove PMI. I was given a ticket number and told to allow 5 business days to respond. THEY NEVER GOT BACK TO ME. XX/XX/XXXX I called Loancare asking what happened to my ticket. They told me something happened and it was never noticed. They reopened the ticket. I knew that I needed an appraisal to remove my PMI, but I was told that they needed to try to remove it using the original home value to balance, after which if I needed an appraisal they would send me a letter. I told them that was stupid and to just order the appraisal, but was told legally they could n't without the process. I sent an email so they had written approval, that as soon as they tried to remove the PMI using my original home value and failed I wanted the appraisal ordered. XX/XX/XXXX Loancare sent the same letter twice, IGNORING what I had requested. The letter told me that based on my original home value I could not remove PMI. At that point, I would need to send a check in the mail for {$420.00}. Once that was received they could then order an appraisal. No other way of payment was offered. XX/XX/XXXX I called and asked if I could pay for the appraisal online since I did n't trust them to get a check in the mail. INSTEAD of charging me, THEY CHANGED MY HOUSE PAYMENT from XX/XX/XXXX to the cost of the appraisal. IF I HAD NOT NOTICED AND MADE A NEW PAYMENT I WOULD HAVE MISSED A PAYMENT! XX/XX/XXXX I called and was told that the appraisal was paid for but never ordered. They ordered it that day. The appraiser came on XX/XX/XXXX. I was told that someone would call me about reimbursing me from the date I had contacted them about this but never received a call. XX/XX/XXXX The website updated to show the new home value, but the PMI page is not updated and still had n't on XX/XX/XXXX to show the new ratio, or have it removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-01

Clarkesville, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage transferred to Loancare LLC on XX/XX/XXXX. Attempted to make payment, but was told not to send one in ( check ) because it wo n't apply to my account. Gave me a new mortgage number from them and attempted to pay online. Does n't work. Called them ( XX/XX/XXXX ) and was told they have no record of me. Told me to wait another 30 days and call them back. Mortgage is due today ( XX/XX/XXXX ). I just wish to make my payment on time, with no fees with an company who actually has record of me. It 's a bit odd to me that they gave me an account number, but it 's not valid through 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

2017-12-01

Chula Vista, CA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: This company did a fraudulant activities again, and no wonder why thay have a lot of lawsuit, there employees are very ruid, and if you will call there toll free number there messages, will say, this is a debt collection agency, and we have the right to do this, etc, and im paying them on time, they should change there messages, this is harrashment to the consumer and the second one, is they took my {$1000.00} to my chase account as nuvients loans, and I dont have a students loand to them, there was a double payment to my mortaged to my account between XXXX XXXX, XXXX and XXXX XXXX, there employee is saying, that XXXX bank was the one who input the transactions by XXXX student loans borrower, biller id is XXXX this is there id user namer. and it eas them who mess it up, I never even authorized them to get into my chase account Last two months, ago the loans was paid off, and I have refund of {$1000.00} for my escrow account, I even request for a supervisor, instead of I was on hold for two hours, from there employee, its two months, now they never return my refund, and I updated my address here in XXXX XXXX ca, They should give me that interest of the delays, theys said that they are not afraid of this institution because they are big companies. XXXX XXXX, a bigger company, and they sent me my refund right away, and they added the interest of some delays, this company fraudulently used again my money, I know that you are helping a lot of home owners I hope that there fraudulent practices should be investigate, Its holiday and they are the one who is using my money Respectfully yours, 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

2017-12-01

Air Base, AR

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

2017-12-01

Superstition Mtn, AZ

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

2017-11-30

Indianapolis, IN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I signed up for a trial payment plan to avoid foreclosure as I was behind on my mortgage payments. I was set up on a three month payment plan for XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. My first payment which was mailed XX/XX/XXXX was lost in the mail. On XX/XX/XXXX I sent them a form required by the bank to replace the lost cashiers check. I never received a response back. I have called emailed and faxed multiple times. On XX/XX/XXXX I was advised to send proof of payment. On XX/XX/XXXX I sent proof of payment. My third payment was due XX/XX/XXXX. Since I never received the form I tried calling them again on XX/XX/XXXX to pay over the phone. All my calls were disconnected by recording regarding high call volumes. Ive tried calling multiple times today and left my phone number but still no call back. 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

2017-11-30

Barry University, FL

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

2017-11-30

Forada, MN

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

2017-11-29

Saint Paul, MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XXXX I called spoke with a rep who agreed to cancel my auto draft for the XXXX and I would make the payment 1 week following and pay the {$40.00} charge. Well even after that my account was drafted and I rcvd XXXX $ XXXX XXXX/XXXX/XXXX RET ACH FEE $ XXXX_RCVD back XXXX/XXXX/XXXX RET ACH FEE $ XXXX_RCVD back XXXX/XXXX/XXXX RET ACH FEE $ XXXX_still waiting XXXX/XXXX/XXXX RET ACH FEE $ XXXX_still waiting Then On XXXX/XXXX/XXXX XXXX and I arranged my payment for {$2000.00}, I was waiting for a check to clear so the payment declined But the same day the check cleared I tried to reach XXXX but havnt been able to get in touch with her. Then on XXXX/XXXX/XXXX you guys drafted my account FOR AN UNATHORIZED payment for {$1000.00} XXXX/XXXX/XXXX RET ACH FEE because XXXX/XXXX/XXXX the payment of {$2000.00} tried to redraft and caused my account again to go negative and rcv that fee. I have been working with XXXX XXXX and now after numerous emails and numerous voicemails left for her and to return calls I am very upset. *Still waiting to receive {$35.00} from XXXX/XXXX/XXXX and XXXX/XXXX/XXXX And now the most recent fee I need back for the UNAUTHORIZED PAYMENT on 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

2017-11-29

Minneapolis, MN

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

2017-11-28

WI

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

2017-11-27

IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Loan Care underestimated my escrow payments. Now it reassessed my escrow and I have to pay nearly {$800.00} more a month to satisfy my escrow minimum balance. The company wants me to do this in a period of 12 months. On XX/XX/XXXX I called and explained that I would like to get an extension to be able to repay within 24 months and make the burden easier on me. They explained I would have to do it in writing thru e-mail. I did so and 3 days later received an automated e-mail back stating they had received my request. I havent heard nothing else from them and now on XX/XX/XXXX im expected to pay {$2000.00} from {$1200.00} that I was paying. They never said yes or no to my request for and extension or responded back in a prompt way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-27

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

2017-11-24

Tucson, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This excerpt from an email sent to LoanCare on XX/XX/XXXX sums up the situation : " This is re : my new mortgage payment amount. As I have provided documentation over 4 months ago showing that I am exempt from property tax, and as LoanCare has taken no action in all this time to adjust my mortgage payment but has dunned me to pay my previous payment of {$480.00}, I have found it necessary to take matters into my own hands. My annual property tax amortized monthly is approximately {$68.00}. As I am exempt from property tax this leaves {$420.00} which will be my new mortgage payment per month. Moreover, my exemption began on XX/XX/XXXX yet I paid the former mortgage payment that month. Thus, I have overpaid LoanCare {$68.00} which I will deduct from the payment for XX/XX/XXXX. Thus, on or about XX/XX/XXXX I will pay $ XXXX or {$350.00} which should correct my account. As my need to take this corrective action is a direct result of LoanCare 's unresponsiveness to my emails and phone call, I expect LoanCare to notify all credit agencies it reports to and ensure that my record shows I am in good standing. If attending to this situation is too difficult, demonstrated by LoanCare 's continuing unresponsiveness to my account 's needs, perhaps the Better Business Bureau will be able to assist. In futile hopes of prompt attention, '' LoanCare responded to this email by continuing to dun me for payment that was not owed. I did file a complaint with the Better Business Bureau at which point LoanCare 's escrow department finally reevaluated my account, but the amount they claim my monthly payment should be is higher than I calculated and they claim I am over {$700.00} behind on my mortgage, which I am not. They continue to dun me for payment sending letters threatening me with foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-22

Portland, OR

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

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

Problem with personal statement of dispute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-21

Winton, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX XXXX XXXX XXXX U.S Bankruptcy Court Dismissed the BK case and prior to the dismissal Loan care recieced the following payment againt XX/XX/XXXX defiency blance of {$9.00}, XXXX in the following manners : ( 1 ) Bankruptcy court paid from the plain {$3000.00} toward the defeiency blance. ( 2 ) Loan Care retain two surplus payment for XX/XX/XXXX and XX/XX/XXXX for {$2000.00} each year. a ( 3 ) The homeowner has paid XX/XX/XXXX mortgage on XX/XX/XXXX {$1500.00} dollars on a {$1300.00} and on XX/XX/XXXX LC informed us that there was a surplus of {$2000.00} was being applied to XX/XX/XXXX payment and then informed the homeowner in the XX/XX/XXXX statement the only amount due was {$1300.00} which was paid by a LC a Cashier check sent on XX/XX/XXXX and received by LC XX/XX/XXXX. However, in spite of not owing reported default amount, but the owners have received a notice foreclosure proceeding has commenced laying claims that homeowner are nine months delinquent of {$9700.00} and debtors has proceed with Foreclosure attempt without further FHA stand alone review, loss retention in accordance with FHA requirement for special forbearance and the right to cure the default. The lender has not filed a new notice of default with the county regarding the amount owed is less then {$4000.00} prior to intuiting current for closing proceeding. The lender has active foreclosure proceeding without allow the a chance to verify the claim of default and/or the amount owed, or has not assess the borrower financial situation to remain in the home by performing an early review of the loss mitigation submitted to loan care on XX/XX/XXXX at XXXX. Eastern Pacific Time,.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-21

Discovery Bay, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: To : LOANCARE our mortgage servicing company. Since XXXX XXXX, XXXX you have increase our monthly mortgage payment from {$3600.00} to {$4400.00} by incorrectly calculating our property taxes. I have enclosed all the County contact information and documentation that would be required to correct this matter forthwidth. My wife and I have made serveral attempts to contact your Customer service department and have forwarded any information under ( Ticket # XXXXXXXXXXXX ) XXXX/XXXX/XXXX that you would need to correct this matter but yet you have continued to collected escrow monies beyond legal limits of Federal Real Estate Settlement Procedures Act ( RESPA ) We are DUE are refund from our escrow account Under the legal limits of Federal Real Estate Settlement Procedures Act ( RESPA ). We are once again are needing to send additional information to your escrow deptment since we are not alllowed to speak to anyone in your escorw department. Below here are escrow calculations XXXXX Mortgage COMPANY who you aquired our mortgage Calculated our Escrow monthly payment of {$880.00} based on county property taxes for just the land of 2 annual tax payments of {$1600.00} and 2 annual supplemental property tax payments of {$2000.00} the last supplemental tax was due XXXX XXXX, XXXX in spite of the fact you had excess money in our Escrow account and To avoid a 10 % penalty + {$20.00} fine We have PAID on XXXX XXXX, XXXX our County Property Tax The supplemental tax payments were temporary until the XXXX XXXX tax year after which re-assesment of the land and home combined in a supplemental tax would no longer be required. We have in XXXX XXXX forwarded you our new County property tax Statement under ( Ticket # XXXXXXXXX ) for your escrow department to correct your Escrow calculation errors. You have yet to adjust our monthy automatic checking account withdrawal. At the begininning of the tax year we requested that you pay our suppliment property taxes and you reluctantly did make a tax payment of {$2000.00} by XXXX XXXX, XXXX but told us that you would not make the last supplemental tax due XXXX XXXX, XXXX in spite of the fact to had excess money in Escrow account. To avoid a 10 % penalty + {$20.00} fine We have PAID on XXXX XXXX, XXXX our County Property Taxes We have attached our our County Property Tax receipt to show we have Paid our Taxes That you refused to pay. Escrow County property tax Calculations {$5100.00} Due XXXX XXXX + {$5100.00} Due XXXX XXXX, XXXX = {$10000.00} / 12 = {$850.00} {$850.00} * 2 = {$1300.00} {$5100.00} + {$1300.00} + XXXX = {$7300.00} maximum allowable escrow balance Current Escrow Account Balance : {$15000.00} If you have any questions about our past or current property taxes you have the information of our county tax collector including phone number and addresses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-21

Watkins, CO

Incorrect information on your report

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

Account status incorrect
Complaint: We set up a payment plan, signed XXXX/XXXX/XXXX, with XXXX, and every month we paid on time. This was due to financial hardship. The agreement was to skip XXXX XXXX 's payment, pay our regular payment of {$2100.00} in XXXX, then were to pay {$3000.00} for XXXX, XXXX, and XXXX. This came with the guarantee from the company that it would not effect our credit. We had paid late fees within this payment plan. We have the payment plan agreement and the bank statements to match. Every month paid on the payment plan, the company reported us as " 30 days late ''. Their statements did not match this. The company refuses to see a problem or admit any fault. Help please! A side note, when I called to make our first regular payment in XXXX, when the payment plan was supposed to be done, the man on the phone said we would not be current on our account unless I paid much more than our original payment. Though this did not make sense, I paid it, to ensure my credit would not be ruined by this. They are now holding that extra money. It has not been put towards any part of our mortgage. Around {$800.00} is just sitting there, like we never paid it. We again, have called over and over, with no one who can explain, or help us with 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