LoanCare, LLC

2019-10-18

Brentwood, PA

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

2019-10-18

Euclid, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To Whom It May Concern, I am appalled by the way LoanCare has treated me as a customer. I am also horrified that LoanCare is responsible for the home I have lived in for going on 20 years. It turns my stomach to think companies like them can buy and sell my mortgage without my approval because I would never have chosen to do business with you. I have explained what went wrong almost a dozen times and I am sure you can get all the records of communication that that I have had so I will give you a brief recap. This is going on 3 weeks now by the way which makes me sick!! 1. Not the main issue but was an issue : Early on since you purchased my loan back in XXXX, I was getting foreclosure letters because the company said that the address on the residence was wrong. When I spoke to someone at LoanCare, they said the city of my residence was wrong. It was listed as XXXX instead of XXXX XXXX. I explained to them that this is common where I live and the the zip codes matched. They said THAT I had to call my insurance and have them send something over. I told them that I don't understand why this was my problem, it had never been a problem with my previous mortgage companies, and why I had to do the leg work. I have had the same insurance company for the last 3 years and it was obviously the fault of LoanCare when you bought my loan. I also told them that this problem didn't stop LoanCare from auto withdrawing my account each month to pay the mortgage. 2. Most recently and the main source of my absolute disgust .... On my most recent escrow account ( XX/XX/19 ), it stated that I had a shortage of {$7200.00}!! Looking closer, I had a disbursement for hazard insurance for {$4500.00} in XXXX which clearly put my escrow in the red. I immediately called LoanCare and the person who I spoke to had no idea what went wrong, I was transferred and talked to another person who didn't know what was going on. I was instructed to call my insurance agent to talk to my insurance company. When I spoke to my insurance they didn't know why LoanCare sent a payment to them because XXXX never sent them an invoice requesting money. Again, for the last 3 weeks, I have went through dialing the unorganized auto phone system, have been put on hold, and have talked to people who make me fearful that LoanCare has my mortgage. They provide no answers, pass me along to other departments, have been disconnected on transfers, and have failed to answer my simply question, " What has to be done to get this back to where it was. '' I even tried the customer service email and after 5 days received a message that their wasn't enough information. I TYPED 3 PARAGRAPHS AND GAVE MY LOAN NUMBER! For someone who had nothing to do with this gigantic blunder, I have sure spent a XXXX of a lot of time trying to fix it. THIS IS NOT MY JOB NOR A PROBLEM I CREATED!!!!!!!! To add insult to injury, I have been lied to at least 6 times from their customer service reps who told me that they would call my insurance company and call me back the next day. I HAVE NEVER RECEIVED ONE CALL BACK. In fact, I am currently waiting to hear back from XXXX from the insurance department who claimed I would be her first call when she go tin this morning ... .I guess she comes in late. I have stated that this needs to be discussed with XXXX and they want ME to call. I have told everyone I spoke to that it is a problem between LoanCare and XXXX and they need to talk to each other and figure it out. XXXX did give me a check for {$3200.00} that I did ( which is XXXX that I had to do the leg work ) that I had to mail certified to LoanCare because I couldnt do it through their junky website and didnt feel that I should have to pay a service fee because of a mistake they made and it recently cleared. So we are down to {$1200.00} that needs to be paid back. Apparently LoanCare paid off not only my home insurance but also my car insurance for the rest of the year. Again, I don't know why this happened because my insurance company, who actually gets back to me, never sent them an invoice requesting money. Thus, it is apparent that I am on the hook for {$1200.00} to LoanCare that needs to be paid or my mortgage will be going up starting next month. That increased payment is going to led to more interest and fees I am going to be charged. That is not fair, not right, and completely unethical. How are we going to fix it! I have been waiting 3 weeks being fearful that this was exactly how this was going to transpire. Even if I pay that {$1200.00}, it still doesnt explain why there was an over {$7200.00} shortage on my escrow. PLEASE HELP! They are doing nothing to get things back to normal and it is costing me time and money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-18

Old Bridge, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-10-18

Bauer, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/19 we have been trying to get the restricted escrow money in the amount of {$4700.00} released to our contractor. Our house closed in XX/XX/2019 and it was too cold to pour concrete so money was withheld at closing for the contractor to come back in warmer weather and complete the concrete work.The work was completed in XX/XX/2019. This amount is separate of our traditional escrow account. Multiple supervisors have been contacted, multiple " incidents '' have been filed to try and get this money released. As of today XX/XX/19 money is still not paid to our builder and a lien is being threatened on our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-18

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been scammed by Loancare LLC. They are not processing my loan payments properly, and applying it to my account. Loancare LLC took over my loan in 2016, and it was never late and perfect. They have manipulated the accounting and then ir leaves the escrow accounts short and then payments are held in suspense without notification to the consumer, leaving me behind on my payments. I was trying to payoff the loan, but I have been given the runaround and I can not get any help from anyone on where to send the money, before they STEAL my home in the foreclosure process. As of today, I had to sell my home, all the signatures are in place, but my lender will not give me a payoff to the escrow officer and it is has ruined my credit and my income, because I lost my rental income, because of this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-17

Tucson, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: After getting a response from LoanCare where they offered a solution to this issue, I attempted to call the individual in charge of this inquiry, XXXX XXXX XXXX. She listed her number and extension as ( XXXX ) XXXX ext XXXX. This extension, according to the automated phone service they use, is not a valid number. In effect, LoanCare is impossible to reach. Furthermore, XXXX XXXX never addressed the two letters I received from LoanCare, where they admitted to having received the partial payments I made, and they clearly stated they would bring my account current. I went ahead and made a double payment in XX/XX/XXXX of this year in an attempt to bring my account current, but because the partial payments were not applied to my account in the appropriate manner, LoanCare did not consider this amount to be sufficient. LoanCare asked for {$270.00} in XX/XX/2018 to bring my account current, as this would be used in conjunction with the partial payments of {$650.00}. and the unapplied funds of {$490.00}. As it stands, the {$490.00} LoanCare had listed is unaccounted for in the payment history supplied by LoanCare. I have mailed through priority mail the {$340.00} LoanCare requested to bring my account current. I am putting this piece of information here to document what I have done, in the instance that these funds are also not applied. To reiterate, if these funds are not applied properly and are not used to bring my account current, this would be the second time money paid to LoanCare has gone unaccounted for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-17

Mesa, AZ

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

2019-10-17

Savannah, GA

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

2019-10-16

Fresno, CA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-16

Alexandria, VA

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

2019-10-16

Berthoud, CO

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

Mortgage: Conventional home mortgage

Complaint: Loancare took over my mortgage in XXXX. They misappropriated funds from the past mortgage company and said I was in default. I called them 7 times over a 2 month period to get this corrected. They finally fixed my account but still filed a report and said I was in default. They also charged me late fees and never credited my account for those fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-16

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-16

Denver, CO

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-16

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage was transferred from XXXX XXXX to XXXX/LoanCare recently. I paid my monthly payment on their phone system and it charged me approximately {$800.00} over the amount that I had been paying to XXXX. I called to find out what happened and they said it was to put more money in Escrow. I have never received any document that explained the increase and why it needed to be paid all at once. I have the bill for the month and it has the old amount on the bill. After I got them on the phone, the agent was unable to determine why the system billed me the higher amount and was not able to offer any resolutions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-16

Helena, MT

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: We used XXXX XXXX to manage a seller-financing trust indenture in Montana. Unbeknownst to us, the note was sold to Loancare. Since that event, Loancare has been horrible to work with with little to no to really delayed response to inquiries. The buyer was able to get a loan through his local bank and it took the bank several weeks to get the pay-off amount from Loancare. The loan finally closed 8 days ago. The bank issued a check that same day to the title company. The title company opted, with out anyone asking us, to mail the check to Loancare. That took 2 days. I called Loancare on day 3 to find out where my funds were to be told that they were going to hold the check, from a title company, for 10 days. I called the title company and they were able to convince Loancare the check was good and it was cashed on day 3, but no payment back to us, the seller was made. I called in frustration and stated the money needed to be transferred to my bank account on file immediately. I was told they were after the cut-off time ( presumably for the wire ) but it would go out on Tuesday ( Monday as a holiday ). So, I expect to see the funds in my bank account on Tuesday. Not there. Today, Wednesday, after three phone calls, I learn that they cut a check for the $ XXXX and put in the regular first class mail on Tuesday and now it will take several more days. So, of course, I ask why it wasn't wired. " We had no instructions. '' Did they ask for instructions? No, of course not. Did I say I wanted it directly deposited the same way all the buyer payments were direct deposited- yes, most definitely. Okay, fine, the " check is in the mail '', so please give me the tracking number. No, we have no tracking number. We just sent it regular mail. WHAT? A check for $ XXXX and you didn't opt to track it. How convenient that you will be earning a few hundred dollars in interest off of funds received on Day 3 since my bank won't be receiving and then depositing the check until maybe Day 10 if I'm lucky or day 13 if it hits the weekend, if the untrackable check even arrives, at which point, I have to call back again and even more time is lost. Overall, awful experience with Loancare and its not even over yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-16

New Phila, OH

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-16

Milpitas, CA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-15

Jacksonville, 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

2019-10-15

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

2019-10-15

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

2019-10-14

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sent 4 Electronic payments of {$680.00} for my XX/XX/2019 payment. One payment is missing and not applied to my account. I contacted my bank whom spoke with them and said they received the payment. I sent proof of payment and bank statements. Still loancare can not find XXXX dollars
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-14

Houghton, WA

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

Timely Response

2019-10-14

Meridian, ID

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2019 I received an account history. My escrow account was in a minus state from XXXX through XXXX, and only notified in XXXX in a statement. This was probably due to the fact the house is only 2 years and it has taken the state that much time to catch up on collecting the right amount of taxes. In XXXX of 2019 the company called me to say I have to pay for hazard insurance which I thought was supposed to be part of the escrow account ( which it is ). They contacted my insurance company ( XXXX and informed them that they owed them ( the mortgage company ) {$720.00}. They called me back saying that I had to take care of the insurance or they were going to get it and threatened it would cost me more money. I couldn't believe what they were saying. They finally paid it. Because of this experience I thought it best to cancel the Escrow account. I wrote a letter on XXXX XX/XX/2019 indicating I wanted the account closed by XXXX XX/XX/2019 and was willing to pay an amount of {$950.00} that was due the Escrow Account and starting XXXX XX/XX/2019 I would pay only the {$630.00} for the mortgage fees. I sent the letter Register Return Receipt and they signed it on XX/XX/2019. I never received a reply. Sent my normal payment of {$820.00} on XXXX XXXX, which should have been received on XXXX XX/XX/2019. They held that check until 2 days after the deadline and tried to charge me a late fee. I have a copy from the bank showing proof of payment. I finally went to the bank on XXXX XXXX with my problem. A representative at the bank spent 1-1/2 hours on the phone trying to get the fee taken off and sent the loan company a copy of the proof of payment as well as a copy of my letter and a copy of the registered return receipt. When they sent me the statement of my account they said the shortage was at {$2700.00} ( I believe this included what my account was going to require by XXXX of 2019 ) and that my future payments would be {$1200.00} if I didn't pay this shortage by XXXX XXXX. I told them about the letter - they ignored me - and told me they did not acknowledge my request to do away with the escrow account because I hadn't paid the {$950.00}. I sent it on XXXX XX/XX/2019 when it was due, and have a receipt from them. The {$950.00} is the true amount of the shortage, but they are trying to get more to cover the added fees needed for the escrow account because they decided not to close it out until XXXX XX/XX/2019. I'm XXXX years old, luckily still have my wits about me, but have never in all those years experienced anything like this. I have called them numerous times and have lots of names of people I talked to. The person at the band I use was hung up on as I was many time. The bank I have been using has indicated that previous to this problem they checked to see that the loan company was not cashing the payments until weeks after having received same. I don't want to have my credit score hurt by their mistakes. I don't believe I should have to pay for their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-14

Sandy Hook, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company ( LoanCare LLC ) mishandled my mortgage payment check, causing person ( s ) unknown to me to contact me ( by mail ) with a copy of the check. The full story can be learned by reading the complaint I made to CFPB ( # XXXX ). The response to my complaint was totally unsatisfactory and has led me to file another complaint ( this one ). LoanCare 's response contains false and misleading statements and describes events that resulted in my being charged a {$20.00} returned check fee, which I want refunded. I should think LoanCare should be disciplined by CFPB for filing false statements in response, statements which seem to be designed to cover up gross negligence in handling my check or the criminal theft of my check. The story is below : My further complaint : LoanCare has responded to my complaint with FALSE or MISLEADING statements. ( There should be consequences for that. ) My belief : LoanCare is engaging in a conspiracy to cover up an attempt to steal my mortgage loan check, or has performed a manifestly egregious mishandling of my mortgage check. Evidence is outlined below : The response from LoanCare is not only unacceptable, it makes evidently FALSE or MISLEADING statements in support of its version of what happened. Regardless of the motivations of people involved in processing my XXXX mortgage payment, the following facts are indisputable : 1. My check for {$1900.00} dated XXXX XX/XX/2019, drawn on XXXX XXXX ( which had automatically generated the check ), was received by LoanCare on XXXX XX/XX/2019. ( It was so stamped. ) 2. The check referenced the incorrect account number, the number for the previous servicer, XXXX. This was my mistake, but the previous month 's check had my new account number written on it in pencil. LoanCare must have procedures for flagging transferred accounts to look out for failures to change to the new account number. 3. The check had my name and address in the upper left hand corner ( copy attached ). 4. The check was not cashed/deposited, but was diverted to person ( s ) unknown. 5. A XXXX XXXX wrote me a letter ( postmarked XXXX XXXX ) saying that she had received a letter from LoanCare, enclosing a copy of that check, and that it appears as though they ( LoanCare ) attempted to apply your payment to my account, which was sold over a year agoDue to my account with them having a XXXX dollar balance, they returned the check that you sent them to me. ( Copy of that letter in original complaint. ) 6. The letter also said that I called LoanCare LLC, in an attempt to figure out what was going on and I asked LoanCare LLC to note your account not to assess your account with late fees due to their error. 7. The letter also said that They also provided your loan number for me to include in a letter to them so they can correctly apply your payment. (?? -- They told her so that she could tell them? ) 8. On XX/XX/2019, seeing ( from the letter from XXXX XXXX ) that my mortgage check had been diverted from LoanCare ( I suspected that it had been stolen by a LoanCare employee ), I asked XXXX to close the account it was drawn on, and place a stop payment on that mortgage check. I opened a new account. ( Copy of stop payment notice attached. ) 9. On XX/XX/2019, from that new account, I made a phone payment on my mortgage account of the amount due. 10. On XX/XX/2019, LoanCare sent me a notice that the diverted ( lost, stolen? ) check was presented ( by them ) to XXXX XXXX, but that payment was returned as unpaid. 11. A returned item fee of {$20.00} was assessed to my mortgage account. ( See attached. ) LoanCares response to my CFPB complaint makes clear that LoanCare, at the least, mishandled my mortgage check. Consider the following : 1. LoanCare alleges that an attempt was made to deposit my check into the CLOSED account of someone else, despite the fact that the name on the check and the name on that closed account were very different. Egregious banking error # 1. 2. LoanCare subsequently took my check, with MY NAME and ADDRESS ON IT, and sent it with an explanatory letter to someone OF A DIFFERENT NAME AND ADDRESS. Egregious banking error # 2. 3. LoanCare alleges that my check was received again ( on XX/XX/2019 ) and was now applied to your correct loan number. Inexplicable banking error # 3. LoanCares response to my CFPB complaint has an explanation for all these egregious banking errors. The statements are MISLEADING and FALSE. LoanCares response stated : This loan number was associated with a loan we no longer serviced. Subsequently, the payment from XXXX XXXX was returned to the person ( s ) associated with this loan number with a letter outlining why. Your correct and current loan number was not disclosed in this letter. In order to prove the truth of those statements, LoanCare must provide CFPB with : 1. The actual returned check ; 2. A copy of the letter conveying that check to a person WHOSE NAME WAS NOT ON THE CHECK ; and 3. An explanation of why the statement denying that my loan number was NOT disclosed in that letter, when the personal letter from the person ( s ) claiming to possess my check stated rather clearly that : They also provided your loan number for me to include in a letter to them. Questions for investigation of attempted theft and conspiracy to conceal that theft : 1. Why did LoanCare return a mortgage check ( with an erroneous account number on it ) to person ( s ) other than the person WHOSE NAME AND ADDRESS WERE ON THE CHECK? ( Is there no process for checks for which the account number appears to be incorrect? LoanCare handled the XXXX mortgage payment simply by looking up the new number and writing it on the check. ( Copy of that check enclosed. ) 2. When the diverted/mishandled/stolen mortage check was received for a second time, why did they not see that it had already been stamped : RECEIVED XX/XX/2019 ( RED FLAG )? 3. If there was correspondence ( and phone calls ) with the wrong person ( s ), why were there no steps taken to address the question of where the check had gone? 4. How did the person ( s ) claiming to have received the check from LoanCare know what the new account number was if it is true, as LoanCare alleges in its response, that : Your correct and current loan number was not disclosed in this letter ( to the wrong person ( s ). [ The letter from the wrong person ( s ) states : The representative at LoanCare LLC also asked me to include Mr. XXXX loan # XXXX. ] 5. If indeed LoanCare is telling the truth that my loan number was not disclosed in this letter, then how did the wrong person ( s ) know what it was so that they could tell me in their oh-so-conscientious letter. [ Note that the letter from wrong person ( s ) inexplicably claims that LoanCare would tell the wrong person ( s ) the new account number, when it had not bothered to look it up when they had the check in their possession. It would seem that LoanCare would not need to tell the wrong person ( s ) what the new account number was if they themselves knew what it was and did not need to be told. LoanCare only needed to get the check back. ] Possible explanations for this dishonest behavior : 1. LoanCares rather transparent effort to cover up attempted fraud ; or 2. LoanCares rather transparent effort to cover up mishandling of mortgage payments. Whichever is the accepted interpretation, I need a refund of the {$20.00} returned check fee, which should not have been charged on a stop paymentespecially since the behavior of LoanCare itself had led to the reason for stop payment. CFPB should ask LoanCare for a copy of the letter that they reference in response to my complaint. The response has claimed : The payment from XXXX XXXX was returned to the person ( s ) associated with this loan number with a letter outlining why. OK. Please provide a copy of that letter. Did the letter ask why the wrong person ( s ) could possibly have sent a mortgage payment WITH MY NAME ON IT? Oh. Why not? Besides refunding the {$20.00} Oh, and CFPB should be on the lookout for other incidents that look like this ( incidents arising from the transfer of servicing and changing of account numbers from old servicers to new servicer ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-14

Baltimore, MD

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