LoanCare, LLC

2017-10-23

Clarksville, TN

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

2017-10-21

Pearl City, HI

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

Timely Response

2017-10-18

ME

Trouble during payment process

Mortgage: VA mortgage

Complaint: During the last week in XXXX, I contacted company servicing my mortgage, XXXX of Virginia XXXX, VA, to discuss my payoff payment and upcoming real estate taxes. My final mortgage payment was due on XXXX XXXX and my real estate taxes were due on XXXX XXXX. My fear was that by paying off the mortgage, the company would no longer pay escrow items, despite having collected escrow over the past year. My escrow information page on the company 's website showed a projected dispersal in XXXX for the taxes, but I wanted confirmation. The associate confirmed that my real estate taxes would be paid in XXXX. On XXXX XXXX, I checked their website and found that my real estate taxes had not been paid in XXXX as both indicated on their website and confirmed by phone. I spoke to a XXXX, XXXX XXXX ID XXXX XXXX who told me that because my loan had been paid off that the company would no longer pay escrow items. I explained that was in conflict with what I had been told the previous week, but he could n't explain it as " everyone '' knew that once a loan was paid off, they essentially stopped servicing it. He said that he would have the XXXX department issue the escrow funds so I could pay my real estate taxes that were due on the XXXX. On XXXX XXXX, I checked and my escrow account still had the same funds in it. I called and talked to a different XXXX, XXXX XXXX ID XXXX XXXX who could n't explain either why my taxes were n't paid in XXXX or why my escrow had n't been released as I was told. She said she understood the pending taxes and told me that she would have my escrow released and overnighted to me so that I could have the funds on the XXXX. This evening, XXXX XXXX, with no expedited mail received, I checked my online account information again and the escrow funds have not been released. My taxes are now overdue and when I 've called this evening, all XXXX are unavailable. I 'm requesting assistance in freeing up my escrow funds to pay my now overdue real estate taxes. A quick internet search shows that others have experienced similar issues with this company paying escrow items. Thanks in advance, 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

2017-10-18

Phoenix, AZ

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: An account that was not established by me was erroneously reported to the 3 major credit institutions. This complaint is regarding XXXX. I disputed the account with them, during which I provided a brief statement that the account was unknown to me. They closed the dispute simply stating that my credit report had been updated with that short comment when the appropriate response was to follow up on the incorrect entry and have it removed. Called and after spending 30 minutes on the phone I was able to verify that no action was actually taken to investigate/remove the incorrect account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-17

Maxwell Afb, AL

Trouble during payment process

Mortgage: VA mortgage

Complaint: The mortgage company is not applying my payments to bring my mortgage current. They are manipulating my payments to charge me late fees. I contacted them on XXXX/XXXX/XXXX, and they said they would correct it. They did n't they just further manipulated the numbers to still have me paying late fees. They are dishonest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-17

WI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Mailed full payment for XXXX XXXX. We mailed it XXXX XXXX and they called XXXX XXXX claiming never received it. This has happened again for XXXX of XXXX, so we call to ask for assistance and unable to get customer service representative to speak to. I went online to make payment electronicly. I payed XXXX XXXX along with late charges and {$10.00} fee to pay online. I also made XXXX XXXX payment electronicly at same time but had to wait 12 hours for fist transaction to go thru. After patiently making second payment for XXXX and paying another {$10.00} fee it showed payment made as of XX/XX/XXXX. I do have a copy showing proof. Now it 's XXXX XXXX and the money never come out of out account and I depose I will be asked to pay another late fees. Please help me. I feel abused and very frustrated. I have always paid my bills ahead of time and this " Loancare '' lending service is destroying my perfect record. This is not fair, and if I can be part of a lawsuit against them please count me in. I will start a lawsuit if they do n't fix this immediately. Thank You- XXXX XXXX in Wisconsin 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

2017-10-17

Orion Twp, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, My name is XXXX XXXX, my Loan number # XXXX. Im writing concerning of how your company has handled my mortgage, and questionable business practices. Ive been deceived by your company, mortgage representatives, and legal counsel. I would like to speak to someone from a corporate representative concerning this situation. I was making payments up to XX/XX/XXXX, then was told by Loancare that they are now mortgage handler and to suspend payments until XX/XX/XXXX due to paperwork and processing. XX/XX/XXXX arrives and im informed Ive defaulted due to 3 months of nonpayment, and in forclosure?!? Now apparently my home was sold on XX/XX/XXXX. Ive had communications with Loss Mitigation, and the attorney involved, both implied that a solution could be made to the situation. Neither gave notice it was up for auction, or lose my home. Ive been told today by XXXX XXXX XXXX attorneys office they were in favor of restarting the loan and resume payments. Today XXXX XXXX emails me stating that it was sold in XXXX, and that Ive lost my home and to contact the attorney??. This is outrageous! I cant believe this is how Loancare operates, its inhumane and unethical. Im consulting an attorney on my legal options, and other avenues to keep my home. Im XXXX, retired and now will be homeless. I appreciate any assistance in this matter. XXXX XXXX XXXX XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-17

WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: The lender never served notice to the borrower. The co Borrower and the borrower have been divorce for 5 years. The Co borrower has sent in documents asking for a modification and was just told the package was not completed. They are now claiming that the missing information is from the borrower. There was an email sent to the co-borrower on the XX/XX/XXXX. In this email there was no mention of a deadline. The co-borrower was advised the missing information was current pay stubs and banking information. After this information was put together the Co- Borrower was told they would process in 3 days- The same day when the co-borrower called again- he was told the full entire package needed to be receive 30 to 37 days before the date of the sale. The first company is XXXX XXXX- now there is a company called Loan Care- The main contact person XXXX has yet to reply to an email, phone call or messages. Every time we call we are told a different story. Also- there was a notice mailed from Loan Care- stating a payment - that was to start in XX/XX/XXXX. When asked if this was the modification- NO ONE would give us an answer. There was no indication of the loan amount- terms.. JUST a new Payment to start in 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

2017-10-15

New Smyrna, FL

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

2017-10-14

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I had water damage at my house. The insurance company did not pay on my claim but I sued them and won. The insurance company made the check out to me and my mortgage servicing company. The funds, over {$33000.00}, are sitting in my escrow account and have been for 3 months. The mortgage servicing company refuses to release the fund, requiring documents that I do n't have or that were never in existence because this is not a typical insurance claim but the proceeds of a law suit. They also continue to request documents I 've sent electronically and via regular mail. In one call the admit receipt of a form, in the next call they demand a copy of the the same form claiming they never got it. I 've made over dirty calls and they continue to ask for things not relaxant to my case ( they want documents from the insurance company that I can not get because they are attorney client work product. I need my money to pay back the loans I took to fix the house. I need a real pathway to get my funds, not new hoops to jump through every time I call for months on end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-14

Fair Oaks, 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

2017-10-14

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

2017-10-13

Jacksonville, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I purchase my house on XX/XX/XXXX, my first payment was due XX/XX/XXXX I signed up for the auto pay for the XXXX of every month, XX/XX/XXXX pass the money was still in my account I had to mail in my payment they charge me a late fee, before closing I chose XXXX XXXX XXXX and someone switch my company I complained about that and I got a refund my mortgage payment is set up all included house {$560.00}, mortgage insurance {$73.00}, escrow {$210.00}, {$850.00}, monthly so when I got my refund from the insurance company I purchased XXXX XXXX homeowners insurance out of my pocket not included in the mortgage payment my mortgage payment should be {$700.00}, LOANCARE LLC, is charging me {$850.00}, and taking my money out of my escrow account every month and I get threatening letters, falsely accused like I 'm two months behind on my mortgage payment delinquent notice every month and they charge me late fees and Its on my credit report {$110000.00}, I have contacted them by phone numerous of times they say one thing on the phone and then here comes the mean letters my mortgage was sold to this company and they said they 're taking my escrow money for homeowners insurance I have insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-13

Euclid, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I lost my job in XXXX of XXXX. I contacted Loan Care to report my job status. However, I still had my mortgage payment for the month of XXXX XXXX. I tried to work out some type of modification with them to save my house. I made the XXXX payment and filled out the documentation for application for a loan modification. I contacted the bank for 3 months not hearing anything from them. I eventually spoke with a representative who told me that because I made the XXXX Payment I no longer qualified for assistance. I had to miss 3 consecutive payments in order to be considered for loan modification. During that time my house was in trouble! I was able to find two part time jobs and submitted my pay stubs every 30 days and bank statements, in addition to my unemployment for the short time that I did receive it. There was still no action. I had to wait another 90 days to get someone to help but that only gave me a partial payment plan. Eventually they gave me partial payment, what they referred to as a forbearance payment, of which half of the original mortgage. I paid that until I was still not getting any resolution to a loan modification and realizing none of the payments appear to be applied to my balance. I was steadily incurring fees and more fees. I got a full time position with one of the part time jobs and my income I was receiving was still lower than my previous job. Eventually, I had to hire an attorney from XXXX XXXX XXXX with the payments that I was making to Loan Care because they were not trying to help me. I contacted the attorney office regularly to see if they were getting anywhere and informed them of my status continued to forward bank statements paystubs and letters they requested. Even with the attorneys this took another 7 months in order for Loan Care to come to a trial payment period where my payments are now higher than my original payment of {$1200.00}. My payments are now {$1300.00}! I have made all the payments timely as requested. As of today, I still have not received documentation of what my new payments will be or if I should continue to pay the amount of {$1300.00}. I have done everything they have asked and gone above beyond plus. Today my credit has been affected and I am considering filing for bankruptcy for protection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-13

NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I fell behind on payments late XXXX and went through loss mitigation. Thankfully, I was allowed a modified mortgage in XXXX XXXX, made my 3 trial payments but the modification documents were not finalized until XXXX XXXX. I have made mortgage payments in accordance to the loan modification agreement for XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. Some payments during that time were returned to my bank by the mortgage company for various reasons, resulting in my having to pay the bill by phone to ensure acceptance. The mortgage company is also falsely reporting on my credit report, stating that we are more than a year delinquent! Meanwhile, I had been receiving mortgage statements that had not reflected my payments. When I started to receive phone calls and letters from the mortgage company stating that I was behind on payments, I always called and talked to numerous agents who always assured me my account was fine and not going into foreclosure. I even called for verification after receiving the HUD letter, loss mitigation packet, and a letter from a local attorney stating the mortgage company was foreclosing. I was again reassured that my payments had been processed and my account was not going into foreclosure. This week I was served a summons from the local sheriff that stated the mortgage company was moving forward with the foreclosure. I called my mortgage company, very upset and was ensured a call back within one business day. I have yet to receive a call back from the mortgage company. I finally talked to many agents from the mortgage company this morning, stating that the information has been handed off to a supervisor to discuss with foreclosure department. I can no longer accept a verbal reassurance from the mortgage company that this problem has been resolved, and am looking for some sort of document as proof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-12

Nyc, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Loancare first gave me false information about cancelling PMI when I reached 80 % LTV and five years of payments in XX/XX/XXXX. It took them 2 months of additional time to give me appropriate information. I then paid down the LTV to 78 % immediately and the company tried to apply the payment months in advance rather than against principal. They also informed me PMI would end automatically when I reached 78 %. When I followed up they just denied the request without providing any additional criteria. My original appraisal was $ XXXX and I started payments XXXX/XXXX/XXXX and I reached $ XXXX inXX/XX/XXXX. I have made all payments timely. I meet all requirements and the company is simply lying to me on the phone and sending denial letters at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-12

Brentwood, TN

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I filed and completed a Deed in Lieu of Foreclosure in XXXX with XXXX. They also issued a XXXX " Cancellation of Debt '' which was recorded on my XXXX IRS Tax Forms. XXXX was negligent in filing the Deed in Lieu of Foreclosure documents with XXXX XXXX Assessor of Property and Tax Accessor 's Office. The Clerk 's offices show that I own the property at : XXXX XXXX XXXX XXXX, TN XXXX free and clear of any lien and that the property is deeded in my name. I believe this to be in error because I ca n't fathom the lienholder willing to give me the property mentioned herein, especially after filing and both parties agreeing to Deed in Lieu of Foreclosure. XXXX or XXXX XXXX XXXX transferred service to LoanCare. I have requested and have proof of my request to communicate in writing, via email. They refuse to do so. They also do not want me recording the phone conversation if I call. My preferred method of communication is email. Furthermore, XXXX called me on XXXX XXXX, XXXX, she stated the following in speaking to both my wife and I on speakerphone : 1. In 30-60 days, when everything is finalized, LoanCare will record the " account settled and nothing due '' on my credit history. 2. In 30-60 days, LoanCare would file the proper Deed in Lieu of Foreclosure documentation with XXXX XXXX Tax Accessors Office and XXXX XXXX Clerk 's Office. As previously stated via email on XXXX XXXX XXXX, those offices ' records show I own the property free and clear of any lien with the property in my name. These issues are to be fixed in the 30-60 day timeframe. 3. I am to email a copy of the XXXX XXXX Tax Statement to LoanCare for payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-12

Federal Way, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a loan being service by LoanCare , LLC ( https : //www.myloancare.com/ ). We paid off the loan by selling the house. The closing date was XX/XX/XXXX. Prior to the closing date, We disabled automatic payments on the LoanCare website. I do not remember the exact date, but it was most likely XX/XX/XXXX The sale closed on XX/XX/XXXX as planned, and we received the wire transfer on XX/XX/XXXX. I verified on XX/XX/XXXX that LoanCare showed a balance of {$0.00}. On XX/XX/XXXX, {$930.00} was drafted from my account for no reason. Believing this to be an honest mistake, we called LoanCare on XX/XX/XXXX They claimed to not see the payment and requested that we send them a full bank statement to prove they charged me. We refused to give them personal financial information, since they should have record of their own payments in their own system. We called LoanCare again on XX/XX/XXXXand spoke with an agent claiming she could get the erroneous payment refunded. She requested routing/account number and stated that if she could n't return the money, she would have a check mailed. Having heard nothing back, we again called LoanCare on XX/XX/XXXX and requested information on the refund. They claim to have no record of the XX/XX/XXXX call and again demanded my personal financial information to prove their own error. I requested to speak with a supervisor, at which point the agent hung up the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-11

Seattle, 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

Timely Response

2017-10-11

Sherwood, OR

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

2017-10-10

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My loan was transferred to a new company- I was never informed until a month after it happened ; because I live in the XXXX XXXX they will not allow me to pay my mortgage online like I used to in the past, even though I am paying with a XXXX bank account. This means I will have to pay via telephone at a cost of XXXX $ each time or risk huge late fees if I mail it since it will take a couple weeks to arrive. Also, they are forcing me to purchase wind coverage, which my policy does not cover, and my condo association has never heard of this before. Not one unit in my complex has this coverage, nor are they required to have it. This company is rude, unable to communicate via email and antiquated ; I would like my loan to be transferred back to XXXX XXXX XXXX asap before I am charged more in late fees that I 'm not responsible for. Plus I can not access any of my loan information online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-06

San Diego, 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

2017-10-05

Amity Harbor, NY

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

2017-10-05

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have asked my mortgage servicer loan care for a modification. I faxed them my package as they requested along with all documents they needed, and I am yet to hear from anyone about the status of my request. The package was originally sent X/XX/17. I called back 3 or 4 business days later to confirm my package was received, and I was informed it was received and allow 30 days for a decision. I then called back XX/XX/XXXX for status, I was asked to send additional items and I did that same day. I was informed then that it would now be sent to an underwriter for a decision since nothing else would be required. I have called back at 1 a week for status and each time I ask to speak with XXXX XXXX who is my point of contact, via a letter he sent. I never speak to him or nor does he return any calls. I keep asking for status, anything an I get nothing but the run around. This company needs to help customers like myself who lost employment and need help. THEY claim to be willing to help. I 've left several messages, no calls no letters nothing. I ca n't keep borrowing money to pay my mortgage. I also cant risk ruining my credit, I work in the mortgage industry myself and I am required to pass background checks to get a job. I ask that this company be held accountable for their service, as a consumer I have rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-05

Occoquan, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage with Loancare ( billpay alias " XXXX XXXX '' ) was paid in full on XXXX/XXXX/XXXX ( attached ). Loancare issued a check for my escrow balance on XXXX/XXXX/XXXX ( attached ). I mistakenly forgot to turn off my bank 's auto-pay for the mortgage and payment of XXXX was made to Loancare from my XXXX XXXX bank account, delivered electronically on XXXX/XXXX/XXXX ( attached ). I called the customer service line on XXXX/XXXX/XXXX to request a refund and the customer service agent said that because my loan was paid off, they had no record of the payment on my account and told me I would I have to send proof of payment to Loancare at XXXXXXXXXXXX. Later on XXXX/XXXX/XXXX, I provided, to the indicated email address, my billpay electronic delivery receipt along with my loan and contact information ( attached ) and Loancare auto-responded acknowledging my request and assigning it a reference/ticket number. ( attached ) On XXXX/XXXX/XXXX, Loancare deemed my proof of payment insufficient, requested my bank statement, and closed my request as " resolved. '' ( attached ) Based on the information I provided to them, and the fact that there has never been an issue matching my XXXX bill-payments to my mortgage account, I believe Loancare has sufficient information to locate and identify my errant over-payment and is stonewalling to hold my funds for as long as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response