LoanCare, LLC

2017-11-04

Lk Buena Vis, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I was behind 1 month when Hurricane Irma hit and business income tanked. I called Loan Care to see if they could offer any assistance and they provided that they would put a hold on all late payment fees and negative reporting to the credit bureaus for 90 days; however, they continued to robocall me everyday and send loss mitigation letters to my home while I remain behind on my payments, which is now 3 months in XXXX. My complaint stems from them charging me an inspection fee of $XXXX every month I do not pay even though I made it clear to them that I intend to keep the house and make payments as soon as my income recovers from the hurricane. I do not agree with having to pay for a service that only benefits the mortgage company. If they want to ensure that the home's value is not below the debt balance they can pay for that service as a cost of doing business. I would understand the charges if I failed to communicate with the servicer and did not inform them of my situation and intent to make my payments in the near future; however, they also do not accept partial payments making it more difficult to accumulate enough income before other costs can eat up my funds. While other creditors defer or offer to skip payments, Loan Care really does not offer any real assistance to those affected by the hurricanes. Considering that mortgage companies have their loans secured by homes, it makes no sense why they cannot offer better assistance or consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-02

Fred, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: LoanCare, LLCCustomer AdvocateAttn: XXXX XXXXXXXX. XXXX XXXXXXXX XXXX, VA XXXXI am writing to request correction of the error described below in regard to the mortgage on my property. Your company failed to credit the payment of $XXXX I made on XX/XX/XXXX via the USPS and XXXX XXXX XXXX XXXX Cashier’s Check # XXXX (enclosure 1). Per enclosure 2, XXXX XXXX paid off my loan in full $XXXX onXX/XX/XXXX. On or about XX/XX/XXXX, your company issued an escrow refund of $XXXX. I contacted your Customer Advocate team on XX/XX/XXXX to address this issue. A ticket # XXXX was issued for my complaint. I contacted your Customer Advocate team again on XX/XX/XXXX and XX/XX/XXXX. As of the date of this letter, my complaint has not been resolved to my satisfaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-01

Watkins, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am currently 90 days behind on my mortgage and have been attempting to reach a Loan Care loss mitigation specialist for 30 days. Loan care put me in a repayment play that I was unable to maintain. When I attempted to call I was hung up on multiple times. I called on XXXX at XXXX pm. XXXX at XXXX, XXXX at XXXX. and XXXX at XXXX. each time I was placed on hold and disconnected. Today I submitted a 21 page fax to their loss mitigation fax line as the only two ways to send it is via mail of fax. I included my pay check stubs, lease agreement, proof of other income including child support and Notary work. I also included the expense form and complete application and letter of explanation. I tried to log into the company website today to make a payment but they have cut off my access to do so. I need help reaching a person to work this out. I have consulted with a XXXX attorney and will be filing a XXXX XXXX if they are unable to help me save my house. I reviewed the FHA modification information and I qualify for a modification but I am angry that they keep giving me wrong information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-01

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I filled out a contact form two times and never received a response from my loan company. I would like to find out when my Yearly Escrow Analysis is. I just had to pay two supplemental tax payments for around 2300 each. I would like to know when I would be receiving my escrow over payment. The company is called Loancare. I 've read hundreds of reviews about Loancare and they are all horrible, they all say the company never responds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-01

Colo Spgs, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I will begin by stating I have ALWAYS paid my mortgage fully and early every month, plus more toward principal ( except my XX/XX/XXXX mortgage payment which did not contain any extra for principal since I do n't seem to have a say in which account my money is going ). I also write on every money order directions for where the money is to be allocated 'mortgage ' or 'principal ' ( I send up to four money orders a month - get paid weekly and it 's easier to get a money order on each payday ). I was told when I bought my house that I could pay twice a month, which would cut down on the amount of interest that would accumulate. So, for the last year I have been sending two money orders in the beginning of the month and two in the middle of the month. All mortgage money has arrived well before the end of the month. Everything had gone according to plan until XX/XX/XXXX, at which time Loancare took it upon themselves to put my first mortgage payment of the month for {$600.00} into Principal Curtailment instead of holding it for the rest of my mortgage payment. I have since been told by Loancare and my mortgage company that I was not suppose to send two payments a month, etc ... But, regardless if I paid two payments a month they ALWAYS received my mortgage in full, plus additional principal way before the end of the month and I never had a problem ( or heard from Loancare not to continue this practice ) until XX/XX/XXXX. The following is the sequence of events which have led me to making this complaint : In XX/XX/XXXX, I opened my mortgage bill and discovered that Loancare was requesting that I pay {$1400.00} ( mortgage payment of {$900.00} plus fees and charges due to my mortgage payment in XX/XX/XXXX being {$350.00} short ). I called Loancare and spoke with customer service. I was informed that {$350.00} of XX/XX/XXXX mortgage payment had gone into my escrow account. I was also informed that they would go into the escrow account and move the {$350.00} from this account and put it towards my mortgage payment. I was requested to email Loancare, through their site, to have any blemishes for an 'alleged ' short payment removed from my account, as well as, added on fees and service charges. I emailed Loancare and requested all fees/service charges be removed and that any bad credit reports they put into my account be removed immediately. Later in XX/XX/XXXX I received an email stating no bad credit had been attached to my history and that the money had been transferred to my mortgage. On XX/XX/XXXX, the same situation appeared to happen again. My bill dated XX/XX/XXXX stated I owed {$1500.00} ( XXXX mortgage plus {$310.00} with fees and service charges added on ). I once again emailed Loancare and all I received was an email stating they do not take 'partial payments '. First : to me a 'partial payment ' is someone struggling to make the full payment and that 'partial payment ' would be all the mortgage company would be receiving from that individual that month to be put towards their mortgage. Second : If they DO NOT take partial payments then why did they accept all of my double payments every month prior to XX/XX/XXXX and put this money towards my mortgage without a problem? Why not send the 'partial payment ' back to me and tell me to send them the full payment at one time? I sent them a couple of emails regarding this latest notice in XX/XX/XXXX. On XX/XX/XXXX, I received a notice stating my loan is delinquent. This time they claimed I was short on my XX/XX/XXXX mortgage. When my account payments were assessed on the Loancare website this is what was discovered : XX/XX/XXXX - Loancare took my first payment of the month which was mortgage for the month of XX/XX/XXXX, since I always pay for the next month a month in advance, in the amount of {$600.00} and they placed this in the Principal Curtailment fund. Then when I called for them to fix this problem they never took the {$600.00} they had randomly placed into the 'Principal Curtailment account ' in XX/XX/XXXX and applied this to my XX/XX/XXXX mortgage. Instead, they took {$600.00} for my XX/XX/XXXX mortgage payment from my XX/XX/XXXX mortgage payment. Then in XX/XX/XXXX I received a delinquency notice because of my XX/XX/XXXX mortgage being used to pay my XX/XX/XXXX 'delinquent ' account. They received my XX/XX/XXXX payment on XX/XX/XXXX ( the full amount this time with no extra for principal ). But instead of paying my XX/XX/XXXX mortgage they used {$600.00} ( amount they had randomly placed in the Principal Curtailment Fund in XX/XX/XXXX, and have been dipping into the future months mortgage payments to cover for their mistake ) to pay for the XX/XX/XXXX 'shortage ' and then again randomly placed the last {$300.00} of my XX/XX/XXXX mortgage payment into the Principal Curtailment Fund. So ... as of this date XX/XX/XXXX, although I have paid my mortgage every month early I am once again delinquent because Loancare has decided to designate my mortgage payments to be placed where they want the money to go and not for the intended purpose. Despite phone calls and emails Loancare has not gone back into the Principal Curtailment fund and redistributed the {$600.00} from this account towards my mortgage, as previously stated, they just continue to pull from the future month to cover the current month. I have also contacted my mortgage company XXXX XXXX XXXX and asked for assistance in dealing with this situation but to no avail. They just chastised me for making two payments a month and although they reportedly had their accounting dept. look at the situation they did not find anything wrong. This whole situation is so ... wrong!! I even paid the full amount together in the same envelope for my XX/XX/XXXX payment and they took it upon themselves to dole out my money where they deemed it should go, not where I had requested 'mortgage ' on all of the money orders ( three this time ). I have learned my lesson. I will send only one money order for the full amount and a separate money order for any principal, I will send in one envelope ( two if necessary for the principal money order since they appear to get confused by too many money orders ) and get certified if I have to, but in the mean time this situation has be fixed asap. I will also be looking at getting a different mortgage company who can display actual concern for their clients and who deal with a different payment agency. Loancare is awful. All the people who have had to have been involved in the inappropriate shuffling of my mortgage money and did not catch on to their mistake is unbelievable. It is truly scary. Since Loancare deemed to place my XX/XX/XXXX mortgage money where they saw fit I am once again showing as 'delinquent ', but for XX/XX/XXXX this time. I should not have to pay two mortgage payments for XX/XX/XXXX. Please help Loancare fix this problem ASAP so I can stop having to deal with their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-01

GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received my county tax bill and faxed it twice and emailed it twice to the company because they never got the ones i sent. Finally they " received '' it XXXX they say even though i sent it before. It shows that i am being overtaxed a substantial amount. The first two reps i spoke with said they would request an escrow analysis and a tax analysis and not to worry i would get the refund and a lower payment. They currently have XXXX in escrow after they paid my county taxes that i have requested be sent to me. I waited two weeks and did not hear anything. I called back and was told it was never requested and they were so sorry etc. I requested a manager at that point. Her name was XXXX. She seemed knowledgeable enough and like she wanted to help. She said she escalated the issue and it would take 7 days to complete at the most but should take 3 because she escalated. She even gave me her direct line. Well i waited 3 days and called XXXX and left several voicemails to which she never replied or called back nothing. She never answered her phone either. So at that point the next rep i spoke did not have a clue as to what i was asking or talking about so i requested a new manager. I received a manager by the name of XXXX XXXX who SWORE to stick with me and get this fixed and that I would n't have to make my XXXX payment until this was resolved and assured me he put all late fees on hold and i would hear from him by XXXX. Well it is XXXX and i have called every day since XXXX and hes always busy. In fact whenever I ask for any manager they are all to busy to talk to me. Every single rep i speak to gives me a different answer. This last one told me on no i wo n't receive a refund of my escrow until XXXX because in her words these things take time and that I would in fact have to keep making my overstated payment until them. I of course let her know that is not what the managers are telling me and requested to speak to another one. She REFUSED to give me a manager instead told me again they are all just so busy and she can assure me her answer is accurate so at that point i hung up. This company is a joke. I had no choice in who they sold my mortgage too and i ca n't get any assistance. I am being over taxed. I want my overage in escrow refunded to me. I have XXXX kids and could use that money. No one there seems to care or know what the heck is going on. I get different answers every single time i call. To date no one has called me back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-31

San Antonio, TX

Incorrect information on your report

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

Account status incorrect
Complaint: I 'm currently in the XXXX XXXX and during the last 2 years, I was mobilized twice. Loancare, a XXXX XXXX, also known as XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX ) assumed my VA loan from another mortgage carrier. My auto-payments were going to the original lender, and in XXXX and XXXX of XXXX, while mobilized, they reported a 30 and 60 day late payment ; though the payments were being made in a timely manner ( to the original lender ) I was not aware, as I was overseas. Then in XXXX of XXXX, I was again mobilized for 70 days and they again reported a 30 day late payment, when I had told them that I needed a few extra days, and they agreed and agreed not to report my late payment. I was late by 3 days. Now I 'm unable to get a Home Equity loan or refinance my home. 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

2017-10-31

S San Fran, CA

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

2017-10-30

El Paso, AR

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX in my loan has been bought by LoanCare which is a terrible company to deal with along with the employee. They call me stating that I had a shortage due to the taxes going up in my area I made three separate payments on it in the last payment did not get applied so my mortgage went up I had to call the company several times and every time that I would speak to different representative they would tell me that they applied it which was never the case so LoanCare sends me out another statement saying that I have another shortage due to me changing Insurance Company the shortest was only supposed to be for {$360.00} they sent me a statement saying I owe them a shortage of {$420.00} which I have no clue on how they got the math because my last insurance was only {$870.00} for the year and my new insurance is only XXXX for the year. For the month of XXXX I paid an additional {$100.00} to go towards the {$360.00} shortage they did not apply and also told me that my loan monthly payment was a different amount because the first escrow shortage was n't paid which was incorrect. I have had to call LoanCare so many times and speak with so many different people they will tell you whatever it takes to get you off the phone and not seem to care at all about your loan nor your heart earn money so I spoke with a manager agent ID XXXX from LoanCare I just went on and made the full payment of the last escrow shortage that they told me I had in full so I would not continue to have headaches dealing with this company I really wish I can get my loan transferred to professional company I 've never had this many difficulties dealing with a mortgage company this telling me every other month I have a escrow shortage the mortgage banks already are robbing us blind we 're paying our homes off three times the amount that is worth just in intrest and it really should be against the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-30

MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Please note : XXXX stands for XXXX XXXX XXXX, which is me ( XXXX XXXX ) Mortgage company is not being responsive, please see attachments. I have tried to contact lender on following dates : XX/XX/XXXX - confirming lender received documentation XX/XX/XXXX - called twice no one answer the call XX/XX/XXXX - called twice no one answer the call XX/XX/XXXX - email lender and cc XX/XX/XXXX - called lender was on call for 20 min., only to be told she can not help but will pass my contact info to the loan counseling dept hopefully someone will call back in 24-48 hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-28

Grosse Ile, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: OnXX/XX/XXXX I received a letter in the mail that stated that Loan care my mortgage company purchased insurance because I did n't have any on my property XXXX XXXX XXXX XXXX MI XXXX. After several hours on the phone and several different operators I was informed that my insurance payment was do on theXX/XX/XXXX and they ( Loan Care inquired the loan on XX/XX/XXXX. So there for the old mortgage company did n't pay the insurance out of my escrow account and therefore insurance was n't renewed. immediately I had to call my agent and acquire new insurance from a new company do to know fault of my own. At the time the new insurance was acquired I was informed that the may prorate my insurance that they bought for me for the period that I did n't have any insurance. Several times while I was on a three way call I informed the operator it was n't acceptable for them to prorate the insurance that they bought for XXXX but would be acceptable for them to prorate the insurance that I bought for! XXXX I was informed at that time that nothing could be done with that at that time because they may not even keep any money I would have to wait 2 weeks. approx. 2 weeks later onXX/XX/XXXX I had plenty of time to look into what had occurred and I called them back to inquire about the money that was prorated. After talking to several operators again I was told there was nothing that could be done I would have to go after the old mortgage company. I asked several people who my old mortgage company was so I could contact them because I only showed them ever owning this loan since a year ago. She told me she could n't help me but she would transfer me to someone that could help. After talking to the next person she informed me that she did n't know what they were talking about Loan care has owned this mortgage since XXXX. I then explained to her that I beloved there was fraudulent activity going on in my escrow account and she recommended me talking to the resolution department. On XXXX the XXXX I was on hold with the resolution department and she stated she would look into this matter but agreed they did in fact own the mortgage and neglected to pay the insurance by what she could see. She at that time told me there would be a resolution to this probably by today by the end of the business day or no later than XXXX. Without saying nobody contacted me back by XXXX and I made contact with them again trying to get a resolution to this fraudulent activity that appeared to be going on. During this process I also inquired to them about my escrow balance that did n't seem to be right but they had no explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

Tucson, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I noticed that Loan Care wrongfully charged me twice for my full property tax in XXXX year, increasing my payment from XXXX to XXXX This can be seen on the attached Escrow Disclosure document on page XXXX. I filed an email complaint on XXXX/XXXX/XXXX given them my XXXX tax form and pointing out the error. I was issued ticket number XXXX. I then called and asked for my issue to be expedited and was told my issue would be resolved in XXXX business days. I called Loan Care after the a XXXX business days and they said it would be handled that night. They said they would call back when it was resolved. They never called back. I would call each week and they would give me a new resolution date each time, ranging from XXXX XXXX all the way to XXXX XXXX. They never would call be back and I would always have to call them. The issue is still not resolved and I am extremely unhappy with the way they have handled this. I am tired of calling them and getting disappointed. To add to the frustration, I ended up paying the XXXX amount for the XXXX XXXX mortgage payment since I was on XXXX XXXX Loan Care said after the resolution they would refund me the difference. We are now approaching the XXXX XXXX mortgage payment and my payment is still wrong XXXX XXXX XXXX. I really need some help as I feel they are giving me the run around and not solving the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: LOANCARE withheld an excessive amount in escrow for property taxes and has not refunded the overage to me despite numerous written and verbal complaints. After the purchase of my home XXXX XXXX, XXXX, an amount for estimated property taxes was withheld that did not include exemptions for XXXX, school tax and state age. I provided LOANCARE with a copy of the approved exemptions XXXX XXXX, XXXX requested a review and update of the amount withheld in escrow. They acknowledged receipt of my " inquiry XXXX but submitted no other response. Verbal follow-ups produced no results. I submitted a copy of the tax bill of {$850.00} to LOANCARE via their complaint portal for timely payment, an escrow review and the amount withheld in escrow updated. XXXX XXXX, XXXX LOANCARE acknowledged receipt of my inquiry. XXXX XXXX, XXXX LOANCARE notified my they disbursed {$3200.00} for property taxes. I called XXXX XXXX, XXXX and spoke to XXXX XXXX XXXX, provided my inquiry number and requested immediate correction. She apologized for the errors, explained the incorrect check was sent but they would submit a correct one, review and update my escrow and refund the {$3200.00}. She accomplished everything but the refund. I have been unable to reach her nor anyone in the customer service department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX I asked for a loan modification. They asked me to submit required documents. I submitted them by email and they were acknowledged by the company as being received. In early XXXX I was notified that they were closing my case due to a failure to submit documents. I provided an email chain to the loan service supervisor he agreed it was closed improperly and had it reopened. 30 days later, in mid XXXX i was again notified it was closed for failing to supply updated documents. I again contacted a supervisor and it was reopened. In early XXXX i was informed my request was denied because I did not make enough money. I was told to make more money then reapply. Since that time i have fallen one month behind on the payments, I have attempted to contact them several times to review the options. Typically i am on hold for 30 to 45 minutes when the call disconnects or it is answered and then i am hung up on without ever speaking to anyone. It is apparent from the behavior of this company that i am getting the run around on loss mitigation. ( Loan modifications )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-27

Rockwell, NC

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

2017-10-26

Bellingham, WA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2017-10-26

Bend, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX/XXXX/XXXX I mailed a letter to LoanCare ( attached ) requesting a statement from LoanCare starting with the first month that they began servicing this loan all the way to the current monththat shows the monthly detail of the application of my monthly payment, ie, how much goes to principal, interest, escrow ; and the balance of each. I received no reply. On XXXX/XXXX/XXXX I called and spoke to XXXX who verified that they had received the letter and that they had not responded. After several excuses as to why that was, XXXX agreed to see to it that the information I was requesting would be mailed to me immediately. I confirmed that it would be mailed to me at my XXXX XXXX XXXX address, the same as they send me the monthly bill. Today is XXXX/XXXX/XXXX ... ... ... ..I have received nothing. No statement, no letter, no phone call. Nothing. Apparently they do not respond to information requests from their clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-26

Main Office, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: It pains me to have to write this letter and I am typing through tears of utter frustration that my interaction with Loan care has been this tumultuous. On XX/XX/XXXX my home had a sewage back up that caused water to spew continuously from the toilet through the walls, the vents and onto my carpet and sofa and throw. Immediately we began the process of locating containers to catch the water, and turning the water off at the source to reduce damage, however the water had been over flowing for at least an hour or so, and water pressure was low throughout the home. Yet as of the date of this email XX/XX/XXXX I have not received reimbursement for out of pocket expenses, nor have I been able to replace my personal items that were damaged. Most importantly, I have not I been able to make my first trial payment in Loss mitigation. As a result of paying out of pocket for repairs. Additionally I was advised that due to the problems presented with the processing of this claim, that claims representative would reach out to Loss mitigation and keep them updated as to not hinder my modification. THAT NEVER HAPPENED EITHER. Below is the lengthy recap of my interaction at loan care, which will be updated to the numerous complaints already on the web about the handling of Loan care insurance claims, ( un ) monitored. The timeline below does not capture all of the inaccuracies but from sheer phone calls only, you can see the urgency I had regarding this claim and its processing. XX/XX/XXXX sewage back up , county immediately called as we were unable to stop the water, and the water pressure in the home after getting the water flow stable was nonexistent. XX/XX/XXXX contact ins company XX/XX/XXXX home accessed XX/XX/XXXX check received from XXXX XXXX to myself and loan care. By this time, drain flies were appearing all over the home, in the bathroom, and along with the smell of the fecal matter in the toilet still, or under the home, gnats and the smell of methane, or sewage was getting stronger. XX/XX/XXXX contacted a plumber referred by neighbors that had same day service with a free consultation and with the promise of hire, they removed the toilet, to ensure my XXXX boys, did not use the toilet and to see if that reduced the presence of the pest and smell. Was advised to see if it was on county line first prior to incurring cost. XX/XX/XXXX contacted county about methane smell and possible clog under home , county came, dug up yard, and ran jetta machine, determined clog is under home, this caused the toilet to flood again. Not only did the county dig up my yard, after contacting a plumber, I was advised that based on the information I provided over the phone, it was that a special machine would need to be used and ran at a premium rate, as worse case scenario the clogged may have been pushed further under the house. XX/XX/XXXX I was contacted by my bank that my INS check of XXXX was being returned ( policy cap of XXXX ) and needed to be endorsed by loan care. XX/XX/XXXX I immediately contact Loan Care Ins to advise this check was coming and what was the process. I was advised to send the check over and they would endorsed and send back WELL HERES WHERE IT GETS INTERESTING XX/XX/XXXX I contact Loan Care INS advised the rep it will take 3 days for XXXX to get the check back to me, versus me picking it up from the branch XX/XX/XXXX, and in panic after explaining my situation, the rep stated she will give verbal authorization for the insurance company to reissue the check payable to me only. Via conference call the representative contacted the XXXX insurance company to validate the claim and advised that they would authorize the check being payable to me only so I could get repairs done. ( CONTRACTORS WERE AT MY HOME VIA REFERRAL FROM XXXX XXXX ) The insurance company stated NO PROBLEM send me something in writing or an email or a fax and I will reissue today. In XX/XX/XXXX we were advised by loan care ins claim representative she could only offer a verbal authorization, and this was not possible for XXXX XXXX to take. Contractors stated for amount of work to be done, they would not agree to bill me, as the repairs were less than 8k and dealing with the insurance company can be time consuming. XX/XX/XXXX called around, found a different plumber to do the job reached out to family and friends via social media to see if anyone could help with repairs. Call history -- - XX/XX/XXXX contacted plumber about abating sewer flies, was told wax seal would need to be replaced toilet removed and additional tools needed to be used as the issue as went too long unaddressed. I Was advised by plumber to try a home remedy for the sewer flies that were coming into the home as a result of waste sitting in the pipes and commode for this long. XX/XX/XXXX received check back from my banking institution as it needed to be endorsed by loan care, sent overnight XXXX XXXX to loan care called let them know it was coming inquired ETA and was told, that this was a monitored claim and as such I needed to submit some additional docs. I explained that everything had been repaired, ( to the cheapest possible quality ) after going back and forth, I logged in on the insurance claim website and begin uploading docs from advanced plumbing. Positive I would be reimbursed within 3-5 days. XX/XX/XXXX called advanced plumbing to come out, paid advance plumbing to come out and abate sewage back up ( same day ) XXXX out of pocket as they are not willing to billed due to the time lapse in contracting their services ( from XX/XX/XXXX to XX/XX/XXXX ) and the fact that the amount is under 8k which is the min billable amount. XX/XX/XXXX called to see why no status update per the site had been made, as all docs had been sent in, was told by representative that the receipt was not valid as the company name was illegible, was also advised need additional docs that I was told XX/XX/XXXX werent needed as I had already paid out of pocket. Given erroneous info that the next rep said was true. XX/XX/XXXX Insurance rep called advanced plumbing and confirmed repairs were made and requested an additional document that I was advised was not needed, and the XXXX XXXX manager sent it over without fail. I was advised ; reimbursement check was being requested and would be overnighted. INSPECTION ORDERED. XX/XX/XXXX received approval from deacon board at church I could use excess carpet from having the sanctuary refurbished a few months ago. With the condition that I sow back into the Families helping families fund. Received enough pre used and excess carpet to do den downstairs. Not enough to finish carpeting the whole area, but enough to cover the impacted area. XX/XX/XXXX I called in to confirm document had been received from advance plumbing and to see the delivery of the funds as I wanted to replace my floors and couch and vanity and toilet with items that were of the previous price range and caliber. ( For example the toilet we received from habitat from humanity was 15 inch vs the standard 17 inch, and I am XXXX and my son is XXXX, its like we are squatting using the bathroom now ) Was advised, check had not been requested and that unfortunately I needed to reach out to my father mother and folks, to get receipts and license and waivers of liens. AGAIN KEEP IN MIND IF I HAD WAITED FOR LOAN CARE PRIOR TO FIXING THESE ISSUES, MY HOME WOULD BE CONTAMINATED, AND DAMAGES WOULD FAR EXCEED THE POLICY CAP OF XXXX, LIKE FECAL MATTER WOULD STILL BE IN THE PIPES AND THE INFESTATION OF SEWER FLIES ( 30 EGGS LAID A DAY ) WOULD BE DETRIMENTAL TO THE VALUE OF THE HOME. XX/XX/XXXX called loan care again spoke to a manager to see what was the hold up as per the XX/XX/XXXX conversation I was told, I needed a contractor to fix cosmetic repairs that I had already abated, again explained the issue with this, and was told, a reimbursement check would be sent for XXXX, ( which had not been done as told on XX/XX/XXXX ) EXPLAINED ABOUT LOSS MITIGATION AND THAT MY PAYMENT HAS NSF AS A RESULT OF THE EXTRA FUNDS NOT BEING THERE. Explained I had been calling daily to make sure that I was reimbursed to make trial payment. Was told rush request were being placed to streamline process. XX/XX/XXXX spoke to rep, advised not sure how to handle estimates that exceed claim check ( from XXXX and XXXX XXXX ), and unsure of how to go about replacing my couch, but I was advised to have my sister who is a XXXX XXXX, XXXX XXXX and XXXX XXXX, that I should request receipts and contract license and ect.. for them helping me abate the cosmetic issues. XX/XX/XXXX no resolve, spoke to rep, checked status insurance claim website, no update. Explained due to claim cap, I wanted to go to habitat for humanity ( restore ) to get floors, gentleman was holding floors for me, but do to financial situation, did not want to pay of pocket and not get reimbursed. Advised representative flooring from habitat from humanity that would cover the square footage of the area, and I need to have funds, was told, no problem, inspection had been requested and funds will be released no problem. XX/XX/XXXX called loan care ins again, advised-still no check, called loan care again wondering what to do, explained that I needed to be reimbursed and wanted to replace my damages, explained sewage back up abated, and I needed funds to do improvements within fair market value. Again explained unable to redo floors to a better quality as estimates exceed amount of claim cap and no contractor was billing under 8k. Inquired why inspector hadnt called, was then told, remaining funds would not be released nor the 25 % would be released as previously told. Again misinformation given and no resolve. XX/XX/XXXX spoke to management XXXX agreed ball had been dropped and escalated file, advised no one reached out to loss mitigation, I could not do my own repairs and she would check into how the process works. XX/XX/XXXX spoke to loss mit advised of issue with payment, and requested an extension and for trial mod to be reset set up promise to pay for XX/XX/XXXX XX/XX/XXXX spoke to mgmt. as check still not showing on website was advised, due to the claim, may be an issue with releasing remaining funds, even though I was told work could be self-completed I and now Im told thats not the case, so NOW WHAT? Was I just to leave the carpet wet, and the sofa and throw and toilet just untouched during this whole time, where was I supposed to live? What person who in in active trial period, to save their home, want it to be ruined. XX/XX/XXXX call from XXXX to confirm and update me on account and check being ordered and check was on its way XXXX Inspector comes out, take pictures states repairs are 100 % completed XX/XX/XXXX received check made payable to XXXX XXXX and Myself ( even though a paid invoice has been on file since XX/XX/XXXX ) XX/XX/XXXX contacted loan care, frustrated in tears as I have set up another payment to go out, and reached out to Loss Mitigation advising my Trial payment is on its way and again this ball has been dropped. Was advised XXXX would update the account as unsure why check was sent payable to the company that worked on my home 3 weeks ago. XXXX called XXXX XXXX, spoke to Office manager to see if they can endores this check sent to me and the plumbing company today. I was advised, due to the holiday and staffing, the check could not be endorsed until mid-next week. XXXX called loan care to see if check can be voided and new check issue and to find out what is the process between these two departments that causes this process to be this problematic, induce this much borrower harm and would have caused the damages in my home to far exceed the XXXX policy cap, and I was only told, they would research as it shouldve been made payable to me only. XXXX received a call from mgmt., trying to fix the issue, I am told NOW, that a mailer would be sent to me over night, then I will send back the check, and then they will request a new check, and this should be done by FRIDAY. My apologies for the length of the email, and still I did not capture all the miscommunication, false information, that took placed in the last 3 weeks. What I can say is, as of XX/XX/XXXX. I have still not been made whole. My loan status is in jeopardy, I found out, I am no longer in XXXX, XXXX XXXX has represented in my XXXX XXXX. And with all the people coming by to visit I have 2 different carpet types downstairs, and wall thats a different color and paint type then the others, a toilet that looks like it should be in a doll house, and a bank account that has accrued NSF charges as a result of induced borrower harm, for 2 different departments failing to provide competent, customer service. Although everyone was nice and mannerable and empathetic, it does not negate the fact- that a resolution has not been made, and the remaining funds ( XXXX ) needed to bring my home back to its previous standards, is being held as well. I mean seriously its XX/XX/XXXX if I was truly waiting for LOAN CARE to send me a check or to pay contractors, I would be in collections due to none payment of the contractors, or my home would be inhabitable. I would ask that accommodations be made to ensure I am reimbursed and a clear process of how to retrieve my additional funds, so that I can enjoy my home as intended, continue with my trail payments if thats even possible at this point, and bring this loan current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-25

San Diego, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-10-24

Nashville, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XXXX bought my mortgage from another company in XXXX this year. For 6 years I had not missed a payment but once my loan was transferred I 've had issues trying to give them my payments and set up auto payments, ranging from not knowing the account was ever bought by XXXX, to continual issues logging in to their site to pay ( even at this moment I get an error upon attempting to log in XXXX, to not being able to get through the automatic voice system, to incorrect auto payment set up and never hearing about it until my home went into default for a second time and credit agencies being notified - all this despite the home payment being well within my affordability. After 8 months, my first improper credit ding was said to have been submitted to credit agencies for correction, while at the same time, unknown to me, my auto draft was n't pulling from XXXX/XXXX/2017 to XXXX/XXXX/2017, so on XXXX I received a letter from XXXX stating that they were in foreclosure proceedings and that credit agencies had been notified again. The payment on this home in less than {$600.00}, which is less that 10 % of my monthly income and I 've never even had a credit card nor am I behind on any other sort of payment ... my ability to afford payments is NOT the issue, yet they have seriously impacted my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Las Vegas, NV

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

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

Their investigation did not fix an error on your report
Complaint: I have a missed payement with XXXX currently its XXXX they are reporting missed payment that i tried fixing with them and they do n't even disclose information to me at all. not even days supposedly payment was missed. i fount out thru my lender i normally use that it was XXXX of XXXX i never had a missed payment in my life. i remember one of their rep calling me and saying to my account number did n't match and my payment is late, i give them my routing and account number over the phone and told them to CALL ME if payment did n't go thru. they never did. I tried solving it with company and emailed them payment confirmation and my bank statements showing i had more then enough money on my account. i have to loans with them one of them is {$2300.00} and another is {$950.00}. the house with lower payment of {$950.00} did n't go thru because they did n't process it correctly and when they calling me i gave them info again and again the did n't process. i open dispute with them that took way over 30 days. had to call them several time and still no luck. i have lixington law firm fighting with them for over a year and still no luck. my credit used to be over XXXX points and it dropped bellow XXXX after that., now i 'm getting a new house XXXX my 4th one ) for {$620.00} and new business building for XXXX XXXX and they give me hard time about the missed payment. please help me resolve it. i even pay additional principal minimum of {$500.00} per account for 5 years. paid off my 1st house in XXXX years. i 'm beyond responsible to miss a payment like that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-23

Sherman Oaks, 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

2017-10-23

Monroeville, PA

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

2017-10-23

Canton, OH

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