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 69
2017-08-08
Arsenal, PA
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: I am XXXX XXXX military. I requested help from Loan care to let me pay the interest for this VA loan while the house was on sale and they refused. I requested a deed in lieu and they are dragging their feet hoping the house goes on foreclosure. They have transfer my packet to 3 different representatives, they refuse to let me talk to a Supervisor and they keep asking for different paperwork instead of asking for those at the beginning. They are refusing to work with me and costumer service is one of the worst I ever seen.
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
Superstition Mtn, AZ
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
2017-08-05
Wonder Lake, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: My husband and I make our mortgage payment every month, the payment is always made within the grace period. For the last two months we have been receiving a " delinquency '' notice. Did n't take the first one too seriously since the payment was made but since we got one this past month for our XXXX payment as well I called LoanCare to see what 's going on. The representative was very rude. Put me on mute when I was questioning the situation and said that I have no late charges if I have access to my account I can see this. I also work for a sub-servicer so I am familiar when notices are sent to borrowers. If a loan is not delinquent, and there are no late charges, how is this in compliance?!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-05
NV
Trouble during payment process
Mortgage: VA mortgage
Complaint: XXXX XXXX XXXX has recently decided to charge extra fees for making payments during the month, i.e., pay 5 days after the first and get charged {$5.00}, pay anytime prior to the late date, up to the XX/XX/XXXX, {$10.00}. No where in my contract did I ever agree to pay additional charges for paying my mortage prior to the consider late date, the XX/XX/XXXX. I have wriiten to them twice with no response. I would prefer an answer to this practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-05
NC
Trouble during payment process
Mortgage: VA mortgage
Complaint: BOTTOM LINE : My mortgage was sold to a different mortgage company without my knowledge. Neither mortgage company contacted me, and my automatic withdrawal information was never given to the new lender. The new lender wasnt receiving payment ( because I didnt know my mortgage had been sold to the new company ), and are attempting to foreclose on my home. They have also destroyed my credit rating. Now that Im aware of the issue, I have made the loan current, and have paid nearly {$900.00} in bogus charges. BACKGROUND : Near the middle of XXXX, 2017, I received a phone call on my personal cell phone from what seemed to be a solicitor. I patiently listened for a few seconds before simply stating I was n't interested before hanging up. The person quickly said, " Your home is going into foreclosure ''. I asked what she was talking about and she stated she was with " Loan Care '' mortgage company, that I had n't been paying my mortgage, and Loan Care was going to foreclose on my home. I responded that my mortgage was n't with Loan Care. She replied that Loan Care had purchased my loan, and that I owed them money. I asked her to verify the address of the home. She stated she could n't give me that information. I asked if she could give me the loan number, and she again stated that she could n't or would n't give me that information. She asked if I could verify the address of the home, or give her my social security number for verification. This CLEARLY seemed like a scam, so I declined to give her any personal information. I asked for a phone number so I could contact someone at Loan Care ( note : when I attempted to call this number several weeks later, it led to a continual loop of advertisements. I was never able to connect to a customer service representative. The automated voice kept offering choices for XXXX XXXX, XXXX, etc If I didnt make a selection when prompted, the line would go silent for several seconds before automatically starting another series of advertisements. ) Approximately one week later ( late XXXX, 2017 ), I received a call from XXXX XXXX from Veterans Affairs who stated that I was delinquent on my loan, and that I needed to pay it immediately before my home went into foreclosure. At this point, I figured this wasnt a scam and started to dig into my bank records to determine if my mortgage auto-withdrawals had stopped. I discovered the automatic withdrawals had stopped in XXXX 2017. I was out of town with my family at this point, but determined I would address the issue as soon as I returned. On or about XXXX XXXX, 2017, I attempted to contact Loan Care, but couldnt get in touch with anyone. I contacted XXXX XXXX to see if he could help. He gave me a number to the Loss Mitigation department, and I was finally able to speak to a customer service representative at Loan Care. However, the woman immediately told me that I needed to speak to XXXX XXXX XXXX because Loan Care had closed my account. I asked the woman why my account had been closed, and why I hadnt been contacted prior to this. She stated Loan Care had sent mail notifications. I asked her where they had sent them ( which address ). She stated they had sent them to an APO address in XXXX, XXXX. I told her I hadnt lived in XXXX, XXXX for over 4 years! I asked why they hadnt called or e-mailed. She didnt have an answer, and simply told me I had to contact XXXX XXXX XXXX to deal with the issue at this point. I contacted XXXX XXXX XXXX and attempted to figure out a payment solution. They sent me a reinstatement quote later that same day ( XXXX XXXX ). I noticed two things about the quote that were problematic. First, the extra fees involved were not acceptable. They had charges for anticipated late charges, home inspections ( that were never done ), title fees ( that never occurred ), and lawyer fees. They also wanted the money in 48 hourswhich was impossible due to simple logistics ( I currently live in North Carolina ). Over the next several days, I worked a solution with XXXX XXXX Firm to pay the $ XXXX included {$890.00} in bogus fees. They received the check on XXXX XXXX, XXXX. I have since received letters from my bank stating my home is going into foreclosure, as well as a notice from XXXX XXXX stating the same thing. Additionally, XXXX XXXX has reported my alleged delinquency to the various XXXX XXXX agencies and my XXXX XXXX has plummeted over XXXX points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-05
IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On three separate occasions I have requested documents from my servicer through email. I have requested all original documents pertaining to my loan with my signature on it. Each time that I have requested the documents they acknowledged receipt of the request, but they have not followed up on the request at all. I do have email confirmation of the request and the receipt of the request. The first request was made on XXXX XXXX, 2017 and they acknowledged receipt on the same day. On XXXX XXXX, 2017 they responded and basically said send my loan number, as if they could n't get it from my email address. I sent my loan number back that same day, and have yet to hear from them regarding this issue. On XX/XX/XXXX, I sent another request and told them they had 30 days to comply or tell me they need more time in which they had 60 days. Now here it is the XXXX of XXXX, 2017 and they have yet to respond. PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-05
NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: PMI/MI request to end payment of PMI from my mortgage. XX/XX/XXXX is 5 years from the closing, I 've made multiple request to have it dropped but 6 weeks later they will not remove it or explain why? They call it MI ( mortgage insurance ) so i send a request to drop MI on XX/XX/XXXX with no response. Here are multiple reference # or LTK # 's that should help : Your reference/ticket number is XXXX, Reference number : XXXX, original ref # XXXX The latest problem is that they DID NOT pay my taxes in time & are delinquent w/ fees & interest. Who is responsible for there mistake? XX/XX/XXXX. Now i check my mortgage statement & it increased {$17.00} per month but my taxes dropped & no explanation of my fluctuating fixed mortgage payment.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX they are my new mortgage company as of XX/XX/XXXX this year XX/XX/XXXX, transferred from XXXX XXXX. I XXXX loancare complaints & 186 complaints on Loancare about customer service & billing. This company has done the same thing to me as they have done to many other customers. This company should be shut down for fraud!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-05
Sebring, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The name of the company is LoanCare. My mortgage bank. Back in XX/XX/XXXX , I received a statement from my bank saying my payments were going to increase from {$1100.00} to {$2000.00} because of a shortage on escrow and an increase on my property taxes. I knew something was wrong because I had applied for homestead exemption since it was a new purchased home. I investigated and found out that my homestead tax exemption was not processed. After weeks of working with my county, they found my documents, somehow they had lost them or not processed them, and finally at the end of XX/XX/XXXX , I received a letter from the county with a revision and approval of my property taxes. All this time, I had been in touch with the bank explaining to them what was going on and giving them updates sometimes weekly. They had given me instructions on what to do as soon as I got everything figured out and were to send the information. They told me to email a request for an escrow revision with my new tax documents showing the corrected and reduced tax amount. I did this and waited a couple of weeks but never heard back so I decided to call. This was already XX/XX/XXXX and the person I spoke to told me that she would expedite things and that it would be processed within 24-48 hours. I waited another week and nothing happened so I called again, and they told me exactly the same thing a second time. I waited another two weeks, we are in XXXX at this point and I called again and asked for a Supervisor. They told me that they would put a request for a Supervisor to call me. That call never came and I called again and requested to speak with a Supervisor about two weeks later, and again, that call never came. At this point, they have been charging me late fees every month because I can not make the payments they are charging me for, and because of this, they are sending " late payment '' notices to my credit so now my credit is ruined because of them. I have sent payments every single month. I do n't know what else to do, I do n't want to lose my home, I have owed multiple homes and have been thru escrow revisions multiple times with absolutely no problems with any of the previous banks I have dealt with. I am sure I am not the only one they are doing this to, and I have no clue why they are not doing what they are supposed to do and what they have been telling me they will do every time I call them. I really hope you can help with this. I have asked them to fix my escrow and correct my monthly payments. My property taxes did go up a little so my escrow was short, so every time I called them I told them that I would send a check for the shortage of my escrow account, but nothing has happened. I am not refusing to pay what I owe, I am just not getting anywhere with them. All those " late fees '' they are charging me are not accurate because there would be no late fees if they would have fixed my payments back in XXXX when I sent all of the info they had requested in the first place. I believe this can not be legal and I need resolution as soon as possible so I can go back to my normal life, which has not been the case since XX/XX/XXXX , that is 7 months of complete torture for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-04
Annapolis, MD
Incorrect information on your report
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
2017-08-04
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
2017-08-03
OR
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: The following is the email that I have sent to Loan Care Servicing 5 times, I have called over 25 times, and still no resolution, today they wanted me to send my credit report, I got my credit report from the company I am trying to obtain a mortgage with and I am not comfortable emailing my entire credit report to Loan Care Servicing containing all of mine and my husbands account numbers,, socials, everything. This has been going on since XX/XX/XXXX, with no resolution no offer of resolution, nothing, no answers, I get hung up on, transferred and never picked up by a manager, currently I have been on hold for more than 20 minutes waiting for a manager. This is unfair treatment and I need a resolution. Your reference/ticket number is XXXX. STILL NO REPLY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO RESOLUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -- -- -- -Original Message -- -- -- - From : Customer Service Date : X/XX/2017 XXXX XXXX To : XXXXXXXXXXXX Subject : Acknowledge : XXXX XXXX { ( Ticket # XXXX ) PLEASE SEE MY ORIGINAL LETTER BELOW TO YOU, I HAVE CALLED AND CALLED TO NO AVAIL, I HAVE BEEN DISCONNECTED, PUT ON HOLD FOR OVER AN HOUR, AND TOLD I WOULD BE CALLED BACK, AND STILL NOTHING. I AM TOLD THIS WILL BE TAKEN CARE OF AND STILL NOTHING, IT STILL SHOWS ON MY CREDIT REPORT. THIS SHOULD HAVE BEEN RESOLVED BY NOW. I HAVE BEEN TRYING TO PURCHASE LAND BUT BECAUSE OF A 30 DAY LATE MORTGAGE PAYMENT ON MY CREDIT BUREAU I AM UNABLE TO GET FINANCING AND HAVE LOST THE ORIGINAL PURCHASE BUT AM TRYING TO MOVE FORWARD ON ANOTHER PIECE OF LAND. I HAVE CC 'D CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU, TRYING TO GET SOME RESOLUTION HERE. THIS HAS BEEN GOING ON FOR FAR TOO LONG, THIS IS NOT ACCEPTABLE!!!!!!!!!!!! PLEASE PROVIDE RESOLUTION IN A TIMELY MANNER. Subject : Acknowledge : XXXX { ( Ticket # XXXX ) Hello, I am writing to you regarding the Home Loan I have with LoanCare. My loan was purchased/transferred from XXXX XXXX, I believe in XX/XX/XXXX/XX/XX/XXXX, unfortunately I never received any notices, for some reason when my loan was transferred to LoanCare, my XXXX XXXX did not carry over, we do not get mail service at our house, no one where I live does, there is no mail service. I was set up on auto draft with XXXX XXXX and was never late, EVER. Apparently I needed to set this back up with LoanCare, again, I never received any notices because you were mailing them to my physical address and not to my XXXX XXXX , and the Post Office was not forwarding them to me. In XX/XX/XXXX I was paying my bills as I do once a month every month, I noticed my mortgage payment had not been drafted for XX/XX/XXXX so I called XXXX and they referred me to Loan Care for service, and they too ( XXXX ) were surprised that I had been removed from AutoPay, I called LoanCare and made a double payment, both XX/XX/XXXX and XX/XX/XXXX. I tried to add my XXXX XXXX at that time, telling LoanCare there was an error in the transfer and it did n't carry over, they would not do it and said someone would be in contact with me, no one ever contacted me, however my address did get changed because shortly after that phone call I received my welcome letter at my XXXX XXXX . After that initial call in XX/XX/XXXX I went online, created an account and set it up on AutoPay again to start drafting in XX/XX/XXXX, all is well, or so I thought. In XX/XX/XXXX, I went in to my account ( XXXX ) to pay my bills and noticed my XX/XX/XXXX payment had not been drafted, AGAIN, I called LoanCare right away and made a double payment both XX/XX/XXXX and XX/XX/XXXX and set it up with a service rep over the phone this time. I am happy to report that my XX/XX/XXXX payment drafted properly and we seem to be on track. I have also set a reminder on my calendar to check my account to be sure you continue to draft my mortgage payments. The problem is, this has greatly affected my credit by having a 30 day late mortgage payment reported to the credit bureaus, I have called and emailed LoanCare customer service and have gotten very upset. I have been told by XXXX it has been removed, but it has not been removed from XXXX, I even disputed this with XXXX and they came back with an update but no change. I was never late on my mortgage payment, I can show you bank statements showing the money available in my account, I have had more than enough to cover my mortgage payment at all times in my accounts. I assumed AutoPay was a pretty reliable way to make my mortgage payments and it has never failed me in the past. Please take a look at my payment history with XXXX, the fact that the AutoPay and address not transferring being the problem and not that I simply did n't pay my mortgage payment. I ask that you update all 3 of my credit reports with satisfactory on time payments to your company. Sincerely, XXXX XXXX Loan Number : Property Address : XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-03
Symbol, KY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XXXX XXXX 2017 my mother XXXX XXXX. On XXXX XXXX, my sister and I went to court to become administrators of her estate. We faxed these documents in to Loancare. We spoke to them on the phone and they told us what we needed to fax in. We faxed in the court documents and the XXXX XXXX. They had my sisters phone number on file. Days went by and we had n't heard anything from them. So my sister called them and they said that they had been trying to call my XXXX mothers cell phone. They did not try to call my sister, and they did not send a letter. These people are lazy. When we did talk to them they said that they did n't have the documents that they needed. I have a read receipt from the fax that proves that the documents were sent and that it did go through. On XXXX XXXX, 2017 I sent the documents again through email. On XXXX XXXX we sent them a check to pay off my mothers house loan. On XXXX XXXX we received an email saying that they received our request and gave us a ticket number. On XX/XX/2017 My sister spoke with them again. They said that they could n't talk to us because they did n't have the correct documents. After nearly an hour on the phone they finally found the documents but said they could not talk to us because they have not processed them! This is their fault for not doing their job.They refused to let my sister speak to a supervisor but she demanded and they finally said that they would have one call her back. These people have made our lives so much harder than what it already has been. They are awful. We have went through enough losing our XXXX year old mother and us only being XXXX and XXXX having to deal with this loss. No one has been compassionate. No one has even been nice. No one has tried to help us at all. Every single person that we have talked to has given us the run around. Please fix this. I do not want anyone else to have to go through the absolute torture that we have had to go through with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-02
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-02
AR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a letter from my Mortgage company letting me know that my loan was being transferred to another company. The date the letter was written was X/XX/17. My understanding is that they are required to give no less than a 15 day notice. This letter was sent regular US mail. This letter did not arrive within the 15 day notice. Also, the letter stated that they will no longer be accepting payments after XXXX XXXX, 2017. The mortgage payment ( 1/2 ) was drafted out of my account on XXXX XXXX, 2017, which I was not expecting. With my previous mortgage company, I was set up on a " flex payment plan '' which allowed half the payment to be paid on the XXXX of the month, and half the payment to be paid on the XXXX of the month, and this was on automatic draft. This method worked very well for the way that I get paid and when my other bills are due. I can not pay the full amount in one lump sum payment on the first, or it leaves my family without money left over for groceries, gas, etc. I called the new servicing company, LoanCare , LLC, to quickly sign up for bi-weekly payments on automatic draft. I was told that they do not accept bi-weekly payments, but they have a third party that will assist with this, however, they charge a large fee to do this. I had no voice in my mortgage being transferred, but my understanding is that the terms of your loan should not change. I strongly believe that my options as far as payment should continue as they previously were, WITHOUT an additional charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-01
Round Top, TX
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
2017-08-01
Hinkley, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have contacted Loan Care about payments I have made not being applied and they are now reporting late payments to the credit bureaus and are ruining my credit. I have contacted them multiple times and they have now applied my payments but not according to the dates I paid them. They will not issue me a letter or correct their false reporting to the 3 bureaus ( they said I have to send them my credit report to show them ). They are also not applying the payments I made correctly. They applied some to principal and not enough to escrow. I have been hung up or disconnected on the phone by them 3 times and they never have a supervisor there to speak to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-01
San Diego, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: LoanCare misapplied my first mortgage payment to another loan and then credited it to the correct loan 3 months late. They took my second payment and put it into a suspense due to the first payment not being made ( was they misapplied it ). On the second payment an extra {$620.00} was made toward principle. Only {$190.00} of the {$1500.00} payment was ever credited toward my principle. Third payment was credited as a two payment ( one due and one in advance ) instead of applying {$1100.00} onto the principle as directed by the payment coupon. All payments were made on time with an attached payment coupon properly noted with the extra principle payment. See email letter. After 5 months of no resolution, I had to hire an attorney to write a letter in my behalf to the mortgage company and still not results. I am out {$4000.00} in attorney fees and it is still going higher.Review my XXXX 2017 billing statement and you can see all the errors in the details ; nobody can figure out what LoanCare is doing to my mortgage loan. They also attacked my credit file with a 30-59 day late that dropped my score from XXXX to XXXX. I have never been late on any of their payments and they sent me a letter stating they would not damage my credit report due to their errors ; however, reported me late anyway.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-31
Baltimore, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The property is at XXXX XXXX XXXX XXXX , Maryland , XXXX. The original loan contract for 15 years was singed with XXXX in XX/XX/XXXX. So far, payments have been made monthly to XXXX for the last 7 years. In XX/XX/XXXX, I had a letter from XXXX that I should start making payment to LOANCARE. A questioned XXXX about the legality of the new deal only for XXXX to tell me that LOANCARE is a subsidiary company, and that the contract still stands valid with XXXX. I took XXXX by its word, and started making monthly payments to LOANCARE since XX/XX/XXXX. No paper or electronic, or verbal contract has been signed with LOANCARE in connection with the ownership of the property. Then just last month, XX/XX/XXXX, I had a letter from LOANCARE that I must pay {$710.00} for escrow or else my monthly payment would increase by adding the escrow amount. On the other hand, if I paid the escrow, my monthly payment would remain the same. I quickly send a check of {$710.00} to LOANCARE to cover the said amount. However, when the XX/XX/XXXX payment bill came, LOANCARE still increased the payment by {$100.00}. evidently LOANCARE had added the escrow to my monthly payment even though LOANCARE has already cashed the check of {$710.00} mailed to them. I called them to make a complaint but officials will not budge. Besides that, LOANCARE customer service is very rude, disrespectful, and indiscipline to customers. They tell me to refinance which I do not want to because it is not in my interest. I call XXXX to complain only for officials to tell me that they can not help me ; rather I must refinance. The behaviors of the two companies ( either sister or subsidiary companies ) are nothing but a calculated attempt to rip me off financially, or even find a cause to foreclose my property. I have 7 more years to finish payment, and I have no interest in refinancing. With regard to the monthly payment, I do not see the reason why LOANCARE should increase it. If anything at all, monthly payment must reduce because the principal has reduced after 7 years of monthly payment. This is fraud, and I need help urgently. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-30
Wallington, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Requested onXX/XX/XXXX that my insurance be removed from escrow account. Provided written documentation that I had changed insurance companies, provided new insurance company name and policy number. XXXX statement included insurance in escrow, so I paid in full. XX/XX/XXXX requested update and responded to a XXXX appraisal stating property only worth XXXX with a XXXX appraisal showing XXXX value. Received XXXX mortgage statement still requesting the insurance payment included in escrow, though I also received a letter on XX/XX/XXXX from Loancare LLC acknowledging my new insurance and stating it is my responsibility to arrange for refund from previous insurance company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-29
Garrett Park, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I emailed LoanCare to confirm that if I made a one-time principal payment so that the principal value of my loan reached 80 % of the original value of the property securing the loan, and the appraisal showed the value of my home had not gone down, I would be able to cancel my PMI.
Instead, LoanCare sent me a letter setting forth additional conditions that I would have to meet to remove my PMI, conditions that I do not believe are permitted under the Homeowner 's Protection Act, including that I would have to wait at least two years to terminate my PMI ( See Attachment A ). Then I called customer service to talk about whether or not I would have to wait two years until LoanCare would let me terminate my PMI. I spoke with Customer Service Manager XXXX XXXX, who told me that there was a two-year " seasoning condition '' on my loan, such that I could not cancel my PMI for two years. ( See Attachment B ) ( email from XXXX XXXX directing me to website with information about two year seasoning condition ). I do not believe that " seasoning conditions '' are permitted by the Homeowner 's Protection Act. ( See Attachment C at page 6 ) I am now thoroughly confused and no one on LoanCare 's customer service team has responded to my repeated requests for clarity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-28
Hinkley, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Please see attached documents written regarding an escrow refund that I have yet to receive since XXXX 2017. Document one was sent to my original lender regarding the issues I 'm having with no response. Document two is the trail of emails between myself and their " Account Executive II ; LC-Client Relations Department '' who I have not heard back from in over a month after the Lending company forwarded my letter over to her to help me get resolution on the issue. There is a document of the police report regarding the theft of my check that was sent to Loancare as well. I spoke to an XXXX, XXXX, XXXX and 3 other rep 's since yesterday who have not solved the issue or returned my calls. The money was stolen from Loancare and as I understand they need to pursue getting the money back from the person that stole and deposited the funds to their own account, that has nothing to do with the fact that they still owe me the overpayment in escrow fees for my supplemental taxes that are now past due as of XXXX-2017 because I was told the money being refunded was the money they collected to pay them for me and never did. I have done all the research for them to find the person that stole the money, where they deposited the funds ( XXXX XXXX ) and opened the fraud case with that company and gave that info over to XXXX as well. I have made phone calls and emails to XXXX XXXX multiple times since XXXX-2017 with no response from her to date. The rep I spoke to today stated I needed to wait 90 days for them to finalize their investigation but I 've waited since XXXX-2017 and been given false information from multiple rep 's of where my money is at or when it would be delivered to me. They wo n't allow me to speak to anyone other than a customer service rep or a customer service supervisor which neither can help me in the process. They continually place me on hold, tell me they will call me back when they never do and I 've lost an estimated 80+ hours of work time due to working on this issue with still no resolution. I am owed {$3400.00} from Loancare that they have not delivered to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-28
Oxford, GA
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: A loan modification application was submitted on XX/XX/XXXX to lender, but they are not doing anything with it apparently. These are violations of the VA servicing guidelines
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-28
Ironia, NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XXXX/XXXX/2017 I made a payment on my FHA loan that reduced my principle balance to below the 78 % of purchase price that should have triggered automatic removal of PMI from the account. During this time period our loan was in the process of being transferred from XXXX XXXX to LoanCare LLC. I spoke with customer service from both institutions around that time and they confirmed that PMI should automatically be removed from my account. 3 months have passed and I have again reached out to LoanCare LLC and they still have not removed the approximately {$85.00} they are charging me every month for PMI. They are insisting that I have to send them a request in writing to remove PMI which is in violation of HUD/FHA policy. Between 78 % and 80 % you have to request removal in writing. Below 78 % should be removed automatically. I am also under contract to sell the house which puts a tight time frame on fixing the error.
To compound the problem their website at the same time says I do not have PMI and yet I see the {$85.00} coming out each month. LoanCare LLC customer service reps continue to confirm they are charging for PMI and despite talking with their managers a few times they will not give me a straight forward answer or even send me an email stating they are review the issue. Because the website states we do not have PMI we ca n't even fill out the form necessary to request the removal of PMI, which at times the company says we are required to fill out to remove PMI, even though we are below 78 %. We have spoken to customer care members XXXX ( ID XXXX ) and XXXX ( ID XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-28
Manhattan, NY
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
2017-07-27
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, My mortgage was purchased by Loan Care LLC several months ago. I have first contacted Loan Care back on XXXX/XXXX/2017 to request my PMI be removed as I have nearly 50 % equity in the home. Since they have my home only valued at {$290000.00} they have my equity listed at % 87. After spending several hours and many calls and emails I was finally given information on how to start the process for getting an appraisal to have the PMI removed. I mailed in a check with " PMI Cancellation Request Appraisal '' in the memo as directed in their letter. Loan Care has cashed my check on XXXX/XXXX/2017 and has still not contacted me. When I call they keep passing me from department to department all with conflicting information. They inform me that the decision is up to the escrow department but they refuse to let me talk with anyone in the escrow department. It is all very frustrating as their associates are rude, uniformed and do not assist in resolving the issue. I have also paid my home insurance in full and have requested for Loan Care to remove my insurance from escrow as I have provided them with documentation proving that the insurance has been paid but I do not get any response and no one will answer my questions when I call. Currently they are collecting insurance monthly to pay insurance that I have already paid. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation