LoanCare, LLC
Consumer Complaints
There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.
Complaints Page 68
2017-08-24
Ammon, ID
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
2017-08-22
Las Vegas, NV
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Please consider this correspondence to be formal notice that our mutual client is hereby submitting a complaint of the denial of loan modification because your company failed to evaluate this borrower for all loss mitigation options available in violation of Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ). The communication from the lender is not clear or accurate - we have been speaking with the lender since XX/XX/XXXX - we were advised on this date the file was with the underwriters and nothing was being requested for the review - on XX/XX/XXXX we were advised the review was denied due to missing items and that the client has a buyer for the property - this was not the case and the lender was never told about a buyer for the property - the client simply asked for a payoff statement for informational purposes. At this time we requested updated docs from the client for a new review to be completed since the lender closed out the previous review due to the Payoff being requested. The lender has refused the new application that was submitted to there office 3 times since XX/XX/XXXX the latest being on XX/XX/XXXX- when we called to follow up to ensure all information was received, we were advised they are not reviewing this file due to the previous denial in XXXX due to affordability ( this was NEVER discussed ) we were told there would be no appeal period or review for this client as he can afford the payment. We requested a supervisor, we were transfered to a rep named ( XXXX ) this Rep should not be working for your company - when we explained to her the situation, her response was ( SO WHAT DO YOU WANT ME TO DO ABOUT IT ) - I explained again the situation and requested this file to be reviewed properly since the package was received more than 30 days prior to the sale date of XX/XX/XXXX - the " supervisor-XXXX '' said just a minute let me get someone else to help you - We were HUNG up on - this is unacceptable under any circumstances and the review of this file should be completed per RESPA guidelines and Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-21
Federal Way, WA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Hello, A couple of months ago, I received a letter from the state seeking past due property taxes be paid. This would be taxes that I signed to have paid through escrow. When Loancare purchased my loan, they were not including that amount in my monthly mortgage statement. I have thrown away the dates and operator numbers when I was under the impression that this issue was corrected in XXXX 2017. I called 4 times. I have sent documentation from my closing agreement that my property taxes would be paid through escrow and each time I called, i was promised that I would receive a call back from a manager with a resolve. No manager ever called me. On the XX/XX/XXXX call, I demanded to speak with a manager immediately and only then a manager moved the amount that had been paid toward additional principal payment was reversed and applied toward my taxes and was told that moving forward the issue would be corrected. The XX/XX/XXXX statement showed that the reverses were made and monies were applied to the taxes. I have just received my XX/XX/XXXXmortgage statement and it is still not corrected. I 'm not certain why I have to beg a company to do something that was supposed to be done when they first purchased my loan. Please help. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-19
Alta, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XXXX XXXX, XXXX I received a past due letter from Loancare that they had not received my XXXX XXXX payment. I called them on XXXX XXXX, XXXX and explained to them that I payed the XXXX payment through XXXX XXXX on XXXX XXXX, XXXX and it was delivered to them on XXXX XXXX, XXXX in the amount of {$2300.00} with the status on my statement as paid. The woman that I spoke with put me on hold and returned to the call telling me that in fact they did receive the payment and it would be posted at mid-night that same day XXXX XXXX XXXX ). I asked her if I would recieve a 30 notice and she advised me that she did not know. I explained to her that I am in the middle of a refinance and I can not have a 30 on my credit. Especially since they did receive it on or around XXXX XXXX. On XXXX XXXX, XXXX, there was a message on my phone to call Loancare. I called them the morning of XXXX XXXX, XXXX and they stated that they did not receive my payment for XXXX. I informed them that I payed through XXXX XXXX on XXXX XXXX, in the amount of {$2300.00} and the payment was delivered on XXXX XXXX with the status paid. They told me that I needed to send them a copy of the statement showing it paid to XXXXXXXXXXXX. I sent the a copy on XXXX XXXX. I told them that I am in the middle of a refinance due to close early XXXX. I also told them that this has now happened two months in a row. I asked them if they are going to charge me a late fee for this in which they would not answer. I also asked them how long is this research going to take and they said 5 - 10 business days. I found out that I have accrued over {$600.00} in late fees from the time they took over the loan in XXXX. I do n't think that I owe this. I am very concerned about the fact they say they are n't receiving my payments. I have been paying the same way, through my bank since they took over the loan and there has NEVER been a problem until now. I find it interesting that this has occurred only recently as I have been in the process of refinance. I have copies of the bank statements and the letter received last month for the non payment. Please help. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-19
Grand View, ID
Trouble during payment process
Mortgage: VA mortgage
Complaint: My monthly loan payments ( w escrow ) are made from XXXX XXXX XXXX XXXX from XXXX. KS through their bank webpay. This process has been ongoing without issue until XX/XX/XXXX. The usual payment of {$1400.00} was sent from XXXX XXXX XXXX XXXX as usual into LoanCare and was cashed on XX/XX/XXXX. Loan Care claims that they didnt received the payment???? I became aware that the payment was past due in early XXXX in reviewing my monthly statement. Since early XXXX I have called loan care ( XXXX XXXX ), I have emailed them, I have even attempted to get assistance over social media. The last email I received asked for copies of the cashed check ( front and back ), of which I informed them the bill pay does not use actual checks, the payments are made electronically. I also received an email stateing that they just received a XXXX check on XX/XX/XXXX, however that was the XX/XX/XXXX mortgage payment ... .that was not the missing payment. ( XXXX ) I have used what savings I have to bring the loan current, however loan care seems un-interested in finding my missing payment and I am reaching out for assistance. As a XXXX Veteran I can not afford to have this amount of money be stolen from my family. XXXX, My property manager is XXXX XXXX of XXXX XXXX. These are his banking documents from XXXX XXXX XXXX XXXX. Their phone number is ( XXXX ) XXXX 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
2017-08-19
Edmonds, WA
Incorrect information on your report
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-18
Allenwood, NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: Loancare is our loan service provider for our mortgage. We set up an automated payment request for the XX/XX/XXXX to pay our XXXX mortgage payment since we would be traveling out of state from XXXX XXXX - XXXX. We did not have access to email or XXXX mail until we returned on the XX/XX/XXXX, but did have cell phone access during the entire trip. OnXX/XX/XXXX we received notification that our mortgage payment for XXXX XXXX was not made in a timely manner and that Loancare reported us 30 days late to the credit reporting agencies. Upon contacting Loancare, we found that the automated payment was not accepted. When asking why we were not immediately contacted, they told us that they had been reaching out via telephone, but upon further inquiry, they admitted they had the wrong phone contact number in their system and was unsuccessful in reaching me. Furthermore, the letter that was sent to us stating we are late for XXXX was dated XX/XX/XXXX, post marked XX/XX/XXXX and not received by us until XX/XX/XXXX. Clearly we were not notified from Loancare that the payment we had submitted was not processed and immediately upon finding out, we corrected the problem. It is for the reasons stated, specifically the wrong contact information and mailing of the late notice so late in the month, that we are requesting a credit suppression for the 30 day late report they are ruining our credit file with. On XX/XX/XXXX we requested a one time credit suppression due to the unique nature of this problem and Loancare states on their website that " within 15 calendar days following the receipt of an inquiry, we will provide a written response that includes details of how the inquiry has been resolved. This would be XX/XX/XXXX. A resolution was never given. Furthermore, they state that withing 5 days of the inquiry, " we will provide you with a case number and a toll-free number to call to discuss the issue and a resolution. '' This toll-free number was NEVER provided and NOBODY has ever discussed the case with us. This issue has now caused our credit FICO score to reduce by 60 points. We are currently working with XXXX XXXX XXXX XXXX to secure a mortgage on a new home and need to have this issue resolved prior to XX/XX/XXXX ( which according to the Loancare website should have been resolved by the 20th ) or we will lose our mortgage commitment and our new home. We have made a reasonable request for Loancare to suppress the erroneous reporting based on them having improper contact information and Loancare is acting unreasonably. Especially considering that we have NEVER been late on ANY payment to Loancare or any other creditor in the last 14 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-18
Williamston, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am a XXXX XXXX working with a client. I have beenb unable to resolve my issues with Loancare, despite numerous efforts. The client was approved for a trial loan modification with XXXX XXXX with instructions to make trial payments in XXXX XXXX. If the client maintained the trial payments, permanent modification documents would be sent out after the XXXX XXXX payment was received. The client made the XXXX XXXX payment but was informed in XXXX XXXX that the loan was sold to Loancare. The client began making payments to Loancare once he received updated payment instructions from Loancare. The client has been making payments on this trial payment ever since, but has yet to receive any permanent documents. At this time, the client made 2 payments to XXXX XXXX before the loan was sold and 4 payments to Loancare. I have tried reaching out to the single point of contact assigned by Loancare. He is never available and only returns voicemails if I escalate the case to a supervisor. When he does return the voicemail he tells me that he is escalating the case to underwriting and that I should check back in 24 hours and he will have the situation resolved. However, when I try to reach him 24 hours later, he is unavailable and does not respond. This " escalation process '' has occurred twice now. I have also tried speaking with a supervisor about this case but am repeatedly sent to voicemails. When I ask to speak to a supervisor who is available, I am told that the agents have no way of seeing who is available before they transfer the call. In the meantime, the loan is still listed as being in foreclosure status even though the client has fulfilled his obligations under the trial modification agreement. I also believe Loancare is continuing to charge late fees while they refuse to process the modification.
In addition to the specific mishandling of this loan modification, Loancare 's phone system is also incredibly difficult to navigate. I finally found the direct number for loss mitigation, as they are the only department with any authority to answer my questions ( per a customer service representative ) however, even when I call the loss mitigation department, my call is always rerouted to customer service or collections. The representative then tells me that since there is an overflow at loss mitigation they can not transfer my call back to loss mitigation but they also can not answer my questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-18
TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: CFPB Consumer Financial Protection Bureau Date : XX/XX/XXXX What happened? In XX/XX/XXXX we closed on our home. We were offered a mortgage payment that fit our budget and moved forward with the purchase of our home. In XX/XX/XXXX we were notified that our house payment would increase by 39 % due to what the mortgage company referred to an escrow shortage. I am familiar with what I would call a normal and explainable increase in taxes and/or insurance that could make the mortgage payment go up or down but not by 39 % for one year and then, for the life of the loan 16 % which would now make our home unaffordable. It is most likely, had these numbers be accurate from the point of origination of the loan, we would have not qualified!
I believe the mortgage company and/or the servicing company is not being honest with the mistake that was made at the origination point of our loan. This mistake was through no fault of our own and has jeopardized us being able to keep our home! We have lived in our home less than one year and find ourselves in an awful position. We moved from our home of 15 years, moved our kids and established new neighbors and friends. This has created an unbelievable amount of financial stress for my family with no explanation from either the mortgage company or the servicing company as to why such a large increase? I would like to believe that someone made an honest mistake but Im left to believe that this mistake was intentional, fraudulent and predatory in nature. Our finances are suffering ; credit worthiness is dropping because of someone else mistake. Your attention in this matter is appreciated. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-17
Santa Susana, 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
2017-08-17
Henderson, 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
Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-16
Eugene, OR
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-16
Aurora, UT
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I refinanced my loan the beginning of 2016. I have never one time missed a payment and I pay more than whats due every month. Loan Care is reporting me 30 days late recurring for over a year and I have never missed a payment. I have spoken with them hundreds of times and nobody there can even tell me why they are showing me late. They transfer me around to other people who do n't know what they are talking about and nobody there will actually fix the problem or help me. I have proof of all my payments and I do not miss any on any accounts. This is seriously affecting me and they will not help me. How can I be late since the start of the loan when I have made the payments monthly. They are charging me fees every month for being late but yet they ca n't tell me where I went late.
I have the proof of my payments that I have provided them monthly and not one time have they ever proved to me why they are reporting late. Yet I sit here paying late fees for a year and a half all the while getting 30 day lates every month.
They need to be regulated, how can they even do this?? I need help and I need it fixed.
I 'd like to know how these companies get away with this and apparently can do whatever they want and I have no recourse?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-15
Saint Marys, GA
Problem with a credit reporting company's investigation into an existing problem
Mortgage: Conventional home mortgage
Complaint: Let me start off by saying that I had a PERFECT PAYMENT record on my mortgage for over ten years with XXXX and XXXX. Before the nightmare of disservice from LoanCare hit my financial life I had no issues. For whatever reason, LoanCare took over the mortgage servicing from XXXX. For years I was on an automatic payment with everyone else. My mortgage payment is XXXX dollars. Yes that is not a misprint. And when I tried to set up automatic payments with LoanCare, for what ever reason, the system will not accept an automatic payment. They will, however, try to bill me XXXX dollar late fees when I call in to make a manual payment. Three separate times I have tried to set up automatic payments. And three separate times it has rejected my bank info. I have had to deal with their call center people in clearing up the late payment fee. And, THREE SEPARATE TIMES, I have asked the agents to look into the issues that THEY have created on my credit report. And, amazingly it never gets cleared up. I am asking your assistance on this matter. I honestly tried to work with these people and they have no follow up skills nor a care in the world about my credit rating. Furthermore, I have been receiving payoff statements since they took over the loan. I suspect that they do not want to service such a small loan. Which is why they have given me the cold shoulder on resolutions. Thank you in advance, 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
2017-08-15
Alachua, 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
2017-08-14
Oxford, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our loan servicing was moved from XXXX XXXX XXXX XXXX to LoanCare LLC, effective XXXX XXXX. Our on-time payment to XXXX XXXX XXXX for the XXXX of XXXX, was not posted by LoanCare until XXXX, causing us to pay an additional 12 days of interest. Since that time, all payment made have been electronically transmitted through XXXX XXXX Bill Pay to this company - and all of them have been received by LoanCare prior to the due date, but posted a few days into the month - every single month. We have three other mortgage companies - all paid electronically through the same process, and all of the others post on time. We never had this problem with the prior servicer, XXXX XXXX XXXX. Here is what we have been dealing with : Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX Payment Due XXXX ACH Remittance XXXX with XXXX payment date - Posted XXXX This means that not only are they in receipt of the ACH remittance from XXXX XXXX early or on time - but that all of the other Regions customers that are included in this remittance are also in the same boat. They are not posting our payments timely and are charging us interest for additional days when it is not due to them. Please advise. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-14
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-14
Ashville, OH
Closing on a mortgage
Mortgage: VA mortgage
Complaint: Closed VA refinance on XX/XX/XXXX and still have n't received my escrow refund. Spoken with Title Company six times and emailed them once ; each time they have advised me that it was issued XX/XX/XXXX, and that I should continue waiting for the check. It is going on three weeks since the check was supposedly issued. They have also informed me that if I want them to send me the check, there will be a 30-day hold period on my funds so they can confirm someone else does n't cash the check during said time. Simply stated, I want the money they owe me and not another 30-45 days waiting on something they were ill-equipped to perform. XXXX XXXX XXXX XXXX ' XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Customer Service : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-12
Orion Twp, MI
Trouble during payment process
Mortgage: VA mortgage
Complaint: I contacted Loancare service via phone on XX/XX/XXXX. I inquired about " total fees '' of {$280.00} on my statement dated XX/XX/XXXX. I was told that the charges included {$75.00} inspection fee because our loan is backed by the VA and we were behind on our mortgage payments. The inspection was required by VA policy. The inspector was verifying that home was not vacant. I was told the inspections occurred on XX/XX/XXXX, XX/XX/XXXX, and again XX/XX/XXXX by XXXX XXXX. I first told that the inspector/XXXX XXXX is a " loancare employee '' then I was told that the inspectors were " independent contractor ''. I was told then told that the inspector was supposed to leave a business card at our address. We never received a business card. When I questioned the customer service rep about the business card. I was then told that the inspector was not required to leave a business card. I was then told that the inspector took photos of our home and filed a report with loancare. I requested proof of the inspection via photos and/or report- since I was charged a fee for a service I do not believe occurred. I was told I had to subpoena loancare to receive the requested documents. My mortgage was sold from XXXX to Loancare. I have had nothing but problems since Loancare took over our loan. Please investigate Loancare for unethical business practices and violation of inspections required by VA backed mortgages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-11
Cheverly, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: for years i have been trying to get a lower payment or try to find some solution to help bring my mortgage back current with the mortgagee without having to pay all the past due amount in one payment. being in and out of work it is illogical that i have that type of money laying around the house. Loan care has had me in endless reviews and never giving me a solution. they have been not willingly and viciously denying me for any assistance and have scheduled an auction sale date an abundant amount of times. i have explained the financial difficulties both medically and financially and they are not willing to help me at all. i am about to lose my home in which i am not happy about. loancare is going to leave me and my family homeless. everytime i am asked to send in a package they are required to have in order to review my case they always asked for endless information and information that has been sent to them numerous amount of times. they always close out my case and deny me due to never recieving the documents on time. when they have it in their records that they have been received. i need help from authority at this point to help me save my home and help me get the correct assistance i need from my lender. they ignore middle class & minorities like myself and my family. it is not fair i have to go through this when all i am asking for is help. i am not purposley missing or failing to make the promised mortgage payments. i simply was not able to at the time. my husband and myself are now employed and are able to keep up with the mortgage but we need help to come to some sort of agreement with Loancare for an affordable payment. they know as i have been providing them endless information that when the loan was acquired i was in my first marriage which failed and lost that source of income. shortly after i lost my employment. however since then i have been asking Loan care to help me and they just do not like minorities and are not willing to help in any way. i am remarried and again both have steady income. i just need the consistent help of Loancare as i have consistently been asking them to help me. please I NEED HELP TO KEEP AND SAVE MY HOME.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-10
Randolph, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have contacted LoanCare on multiple occasions, With my loan switching from one to another I never knew that my loans may have overlapped, I have faxed, email, and called to show proof of payments to keep my loan current and pay off on any late fees that may have occurred during this time. Yet no answer if my loan was current or payments that I would need to pay. I have confirmed that they have my direct payments info at their location they refuse to use that to take out payments from month to month. I 'm really frustrated with this entire company now I 'm scared that I may lose my home because of the lack of communication they have with the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-09
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-09
Naples, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: My mortgage servicer is LoanCare, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. On XX/XX/XXXX, I received a letter from the County Tax Collector that taxes for 2016 were not paid. The county is also charging me a {$240.00} delinquency fee. I e-mailed copy of letter to Loancare, since it is their responsiblity to pay my propery taxes from my escrow funds. I have more than enough funds in my escrow account. It 's been 2 months since I sent them the delinquency letter and my concerns have been ignored by this company, even after numerous e-mails and half a dozen phone calls. The customer service reps on the phone keep telling me that they will escalate the issue to a higher level and respond within 48 hours. This is the worse mortgage service company that I have ever had to deal with. I even asked if I could take control of my own taxes and forgo escrow with them. That way I can make sure my taxes are paid and make sure this doesnt happen again. They refused saying that I would need principle to be less than 20 % of the value of the house. This company is negligent in their duty to service loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-09
Mobile, AL
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-08
NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due XXXX/2016 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation