LoanCare, LLC

2017-07-10

Orion Twp, MI

Trouble during payment process

Mortgage: VA mortgage

Complaint: Loan care Services purchased our VA loan from XXXX XXXX in XXXX 2017. We missed 4 months of payments when Loancare took over our loan because we did not realize they purchased our loan and XXXX did not transfer the payments. We had paid our LOAN for 16 years to XXXX via bank checking account auto debit. We were never missed/late payment. Loancare contacted us via XXXX to offer a us a refinance special offer to lower our interest rates. The fine print stated our LOAN would be extended by 40 YEARS. I assumed it was a scam and ignored Loancare contact. I received notice from the Veterans Administration stating our home was at risk of foreclosure. I immediately contacted Loancare to arrange payment plan of the past due amount. I was told by the customer service rep that my choice was to pay the full amount owed or I could choose the *special offer* to refinance at a lower rate but extend our LOAN for 40 years. I was told that I would lose my house if we did n't pay the full amount OR choose the *special re-finance '' offer. Thankfully we had the money to pay the full amount of the past due payment. Please investigate Loancare for fraud and unscrupulous business practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-10

Alton, IL

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2017-07-10

Palos Park, IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: Previous, inadequately answered, loan servicing complaint : XXXX Per yourXX/XX/XXXX response : LoanCare began sub-servicing your mortgage loan onXX/XX/XXXX. The enclosed welcome letter notifying you of the transfer was sent to the mailing address on file, which was designated as follows : XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX While that address is indeed correct Im certain you received my email & phone contact information from XXXX as well. First, I was at my PA home from XX/XX/XXXX thru XX/XX/XXXX. Further, you must realize that I, as with countless others Im sure, do virtually all my account monitoring and bill paying electronically and receive nothing of importance via USPS. Additionally, in an average week, I receive a half dozen or more credit card & mortgage refinance offers ( from a variety of companies [ ironically XXXX as well ] ) mixed with the considerable other junk mail. So anything you may have sent would have scantly been noticed. The name LoanCare would have meant nothing to me and would have quickly been added to my recycling can without ever making it to my home from my roadside mailbox. Also in your previous correspondence you indicated : We received payments from your prior sub-servicer XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX andXX/XX/XXXX. These were applied as your XXXX and XXXX mortgage payments, respectively. We have not received any further payments from XXXX. Those likely were my XXXX & XXXX XXXX payments but XXXX continues to have, in their possession, my XX/XX/XXXX & XX/XX/XXXX payments that I provided evidence of to you in mid to late XX/XX/XXXX. I have no checks from XXXX, nor should I. To be clear, my obligation under this loan agreement is to pay the mortgage on a monthly basis ; an obligation I have, and continue to fulfill. My responsibility is not to service the loan during its 5 in 9 years transfers/sales. That would be yours and XXXX job. Also, please keep in mind that the only reason I even know LoanCare exists is because you hired a Home Occupancy ( pre-foreclosure ) inspector to trespass on my property. Though they never actually knocked at my front door or attempted to make personal contact. As a result, Im not precisely sure how they determined my home was occupied. Instead they left the attached, hanging on the door of one of my outbuildings, that quite by accident, I discovered just prior to my call to you in XX/XX/XXXX. It was this group of calls that provided all my payment evidence that LoanCare had for 4 months untilXX/XX/XXXX. Not certain why it took this long for you, despite my monthly follow-ups, to tell me inXX/XX/XXXX that it was now my responsibility to recover the funds from XXXX. I repeat that I only pay this loan ; I do not service it. As for the accuracy of your credit reporting and the XXXX XXXX you are incorrect. I paid my mortgage as required under the terms of the loan contract throughout XXXX ; now in XXXX. Credit reporting must reflect that. And while creation of XXXX to reflect when YOU received payments may well keep your ledger & bookkeeping accurate, it does not mine. I deduct mortgage interest from my taxes in the year ( XXXX ) that the funds were paid and left my possession ( XXXX ). So to close, please correct the above mentioned servicing failures immediately. Additionally, respond in writing that you understand that I have stated ( verbally & in writing ) that I do not authorize you to record any of my phone conversations with LoanCare. Further, that any added costs to pay my mortgage online & electronically on your site until XXXX on the XXXX of each month are not authorized by our mortgage contract and will not be charged. My loan originated with no such charges and no language in the contract permits changes to those terms of the loan as it sold/transferred over time. Finally, end the daily, harassing, dunning calls until the referenced servicing failure is resolved. Ive made this request on several occasions verbally and now in writing. Thank you for your kind attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-09

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Personal Statement regarding the negative report from this lender. XX/XX/XXXX Account name XXXX XXXX XXXX Loan number, XXXX For the entire time I have had this loan, I have never been " late '' except for the payment for XX/XX/XXXX. This lender states that I have two late payments, the payment for XX/XX/XXXX and XX/XX/XXXX. I paid for both months directly through their website on XX/XX/XXXX. The money posted to my account and cleared my bank account on the same day. I have never made the payment on the first, but always shortly thereafter and before late fees were applied. So why are they now reporting late for XXXX in addition to XX/XX/XXXX? In good faith I attempted to make the XX/XX/XXXX payment before late fees would apply. I responded to this lender immediately when they called me, 1st on XX/XX/XXXX for the XX/XX/XXXX payment and 2ndly for the XX/XX/XXXX and XX/XX/XXXX payments when they called me on XX/XX/XXXX. I explained the situation and expected a little leeway since I have never paid late enough to have late fees applied and have a reasonable explanation as to why this happened for the XX/XX/XXXX payment. This is what happened : I pay all of my bills through my bank using " bill pay ''. I do this close the 3rd business day of the month when my employer pays me. For XX/XX/XXXX that day was the XX/XX/XXXX. This lender called me on XX/XX/XXXX stating they had not received the XX/XX/XXXX paymentthis was a surprise to me! Immediately I checked with my bank, only to find that none of my " bill pays '' for XX/XX/XXXX that I submitted, including to this lender through " bill pay '' on XX/XX/XXXX, where ever processed and sent out. All the bank will tell me is that they could see that I logged in on XX/XX/XXXX, but that was itno checks went out. Immediately, the same day this lender called me, XX/XX/XXXX, I physically wrote checks and mailed them to everyone, including to this lender. On XX/XX/XXXX this lender called me again, this time telling me that I now owe them for XX/XX/XXXX and XX/XX/XXXX. They said they never received the 2nd check that I immediately wrote and mailed to them myself on XX/XX/XXXX. ( Of all of the payments I physically wrote and mailed via USPS myself on XX/XX/XXXX why is the check I wrote and sent to them the only one that never cleared my bank? For all I know they lost the check. This check also has never been returned to me by the USPS either ). So immediately I had my bank put a " stop payment '' on that check and went directly to this lender 's website and paid for both XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX, the same day they called me. This payment cleared my account the same day. Now they are reporting that I was late for both XX/XX/XXXX and XX/XX/XXXXagain I have never made the payment on the XX/XX/XXXX ; but shortly thereafter and before any late fees. I wholly do not believe the payment for XX/XX/XXXX or XX/XX/XXXX should be considered late and that they should reverse their negative credit report and work to have my excellent credit score that existed prior to their negative report restored. I believe this lender is being very unfair and a Bully about this whole situation. NO ONE ELSE HAS MADE A NEGATIVE REPORT BECAUSE OF THIS FOLLY OF MISFORTUNE, NOT EVEN THE OTHER MORTGAGE LENDER I HAVE FOR MY OTHER PROPERTY. ONLY THIS LENDER CLAIMS NOT HAVE RECEIVED THE CHECK THAT I WROTE AND MAILED MYSELF TO ALL OF THEM ON XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-09

Omaha, NE

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

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

Problem with personal statement of dispute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-08

Finksburg, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XXXX XXXX 2016 I lost my home to a fire. It was a total loss. My insurance dispersed a large check for the total loss of my home and it was placed into an escrow account at Loancare for the amount of {$350000.00}. At this time im trying to recieve disbursements so I can rebuild. I have recieved 2 small disbersments, one to my contractor for {$11000.00} and the other to the company that prefabs the dwelling for {$29000.00}. The company that is doing the prefab will not ship the materials until 50 % of the bill is paid and 100 % is paid upon delivery. The contractor insists due to the shady practices of my financial institution that a draw schedule be signed by Loancare and it is law to cover intrests involved. This financial Institution is saying that the policy is they will not disperse anymore checks until the first inspection of 50 % completion and that is impossible with the amount that has been dispersed. The amounts that have been dispersed to my contractor will not even cover materials needed to repair my foundation, preperation for the dry in and the labor needed to start the job. It will only cover permits and other minor tasks. I am a XXXX veteran that will be homeless if this matter isnt fixed in a timely manor. I am still making mortgage payments of over {$2000.00} a month on a VA loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-06

WV

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: My issue is with LoanCare LLC of XXXX XXXX, Va. They obtained the mortgage on my home in Ohio back in XX/XX/XXXX from another lender. I'm a XXXX employee and currently live and work out of state. My mother lives in the home in Ohio and we have been attempting to sell the home for the pay off on the loan. I'm not concerned with profit. We'd like to get my mother moved in with me due to some health concerns. I have had a buyer for the house since late XX/XX/XXXX of this year. We have an attorney working for us to take care of the proceedings in my stead. LoanCare required my permission for the attorney to conduct business with them regarding the sale of the property. This was granted on XX/XX/XXXX. This is a copy of that authorization email: Reference number: XXXX Please use this ticket number in any correspondence with us. Subject: Authorization Request Dear Valued Customer, Thank you for contacting us. We have received your recent inquiry regarding the mortgage account. Authorization has been added to the mortgage account. Please feel free to contact us if you have any additional questions. Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient(s) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. *** this email was scanned for malicious content *** ********************************************************************************************** ---------------Original Message--------------- From: 'XXXX' < > Subject: Authorization Request XXXX XXXX XXXX XXXX Evening (XXXX) XXXX Authorization Request I hereby give permission to obtain any and all information necessary including payoff, for the property located at XXXX XXXX XXXX XXXX Ohio XXXX to my attorney XXXX XXXX XXXX. He is handling all business matters pertaining to the sale and closure. If there are any questions, please contact me. Thank you, XXXX XXXX XXXX During the process the attorney discovered that LoanCare had not forwarded or filed proper documentation(Loan transfer/Loan Assignment documents) with the court of record holding the deed in Ohio. The only thing showing in the court house is that there is in fact a lien on the property, however it still showing the original loan company "XXXX". The attorney asked that LoanCare please forward the appropriate documents to the court house so that we may proceed. He was then assigned a reference ticket number for his request:XXXX. He was told they would have this sent to the court in a matter of a few days as soon as they obtained what they needed from their documents department. Long story short that did not happen. The attorney called several times a week requesting the proper documents so that we could all move forward.I have made several calls in the past month trying to resolve this also to no avail. Being told that it would be taken care of in 24 hours after one call, they were very sorry for the mix up. Fast forward...no results. I called again and was told that the problem was with the documents department and that they had not entered something in to the system properly, and that they would have the issue resolved in 24-48 hours. Needless to say no results. I understand that of course that the longer they drag this out, the more money they"ll get. However this is holding up everyone's life here. I am needing to move to a larger XXXX XXXX place so that we can take care of my mother's needs. I've had to pass on 4 opportunities to move since XX/XX/XXXX. After several attempts today (XX/XX/XXXX) after 3 dropped calls while on hold. I got someone to come through for me, or so I thought. They sent the wrong documents via email. They sent me exactly what is already on file with the court house showing that the lien holder is XXXX and not LoanCare. I don't know if this was an actual mistake or another one of their stall tactics.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-05

Tucson, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Originally our loan was with XXXX XXXX XXXX # XXXX. In XX/XX/XXXX, I lost my job -- -I had been working as a XXXX for the XXXX . XXXX and due to the reduction of XXXX XXXX in XXXX I was laid off. We knew we would not be able to make our XX/XX/XXXX payment so we reached out to a Housing Counselor at XXXX XXXX XXXX XXXX. We were approved for the Trial Modification Payments on XX/XX/XXXX by XXXX XXXX. In the process of the Trial Payments, our loan was transferred to Loancare. Now a new loan number and to continue the Trial Payments -- all payments were made as stipulated in the Modification Trial Plan Notice that had been approved by XXXX XXXX. ( See all backup information attached ) Payments were {$1000.00} plus a {$15.00} processing fee added every time we made our payment for a total of {$1000.00}. In XX/XX/XXXX we were told that our XX/XX/XXXX payment was past due, how can that be we have made our payment ( see bank statements showing debit by Loancare ) It seems that they went back to the XX/XX/XXXX payment which we knew would be late and the reason we requested the assistance. Loancare stated XX/XX/XXXX payment went to XX/XX/XXXX and XX/XX/XXXX went to XX/XX/XXXX, and so on. The whole reason for the DENIAL of the Modification we were told had nothing to do with the payments but with the Debt to Income Ratio was too high -- -Now I ask you this, if it was not approvable why did XXXX Approve us? Is not the servicing entity supposed to honor the approve modification by the original lender? I believe it should be that way. Please help clear this up -- we are now considered late and back to the original payment of {$1300.00}. This is not good practice -- plus this is an FHA Loan and they should be able to file a partial claim to bring us current and to the original approved modification payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-05

Talladega, AL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-07-05

Lake Elsinore, CA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2017-07-01

Mabank, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I reached out to Loan Care for a refinance or assistance because i was 1 month behind and having trouble catching up. I asked what my options were to help resolve this. Loan Care put me into a loan modification program. We paid our mortgage 3 months in a row to see if we were worthy of the program. We were told not to make another mortgage payment until they completed the modification. I received paperwork that the loan modification was complete and notarized it and returned it to Loan Care. My wife called the next day to give Loan Care the tracking number and inform them that the paperwork was on the way. She asked when we would resume payments and was told that until the modification is finalized we would not know when or how much our mortgage payment would be, so we have to wait. I called Loan Care at least 3 more times the following months only to be told the same thing. I call again in XX/XX/XXXX only to be told now that we are 2 months behind. We signed the paperwork on the XX/XX/XXXX and did not hear anything regarding the payment until our XX/XX/XXXX statement came on the XX/XX/XXXX that showed the updated payments from the amendment and now that we were behind 2 months going on 3. Loan Care refuses to take responsibility for their mistake and instead blames us for not knowing that we were to resume payments immediately after the modification even though every associate we spoke with during that time told us to wait. Now because we are showing as delinquent, we ca n't go elsewhere to refinance and all of a sudden Loan Care is out of options to help. They are only willing to take multiple payments from us so we can catch up and refuse to update the credit report even though it was their fault that we are behind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-30

Finksburg, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: I lost my house to a fire last year. My Insurance Company disbursed my check and it 's in a escrow account at my financial institution. I am having problems getting timely disbursements and this will cause me to be homeless in the near future when the lease on my rental property expires that is also being paid for by my insurance company, XXXX. My contractors are looking at my mortgage company with disgust, myself included. Ive had all the required paperwork filed for sometime yet I still have to jump hurdles to get any disbursements. This is causing major conflict in the progress of my home rebuild.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-30

Base Line, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-06-30

Centerville, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2017-06-29

Lewisville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am overpaying the property taxes on my home. I have contacted, ( called-over 20 times ) and emailed ( 10 times ) the reconsideration received from protesting my local county office regarding property taxes. I was advise to upload the documents on my loan servicing website and each time they said they did not receive it. Spoke to a Manager who told me to email to her directly and still they say they did n't get it. I 've now emailed the manager 5 times. Each time I call to speak to the manager she just left. Manager XXXX XXXX. I 'm paying {$200.00} a month overage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-29

Sacramento, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Loancare a XXXX company, have failed to pay my property taxes on my impound account. I contacted them back in XX/XX/XXXX, no resolution as of today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-28

Colo Spgs, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: A double payment was taken out of my account and I have been trying for two days to have Loancare reverse the payment. They give an estimate of a week before they will return the payment that was their mistake due to computer issues they had this weekend. I am not the only customer in this situation and it would be helpful if they returned the payment in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Hon, HI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX/XXXX/XXXX, additional fees of {$20.00} was charged to my loan account through myloancare.com. Address LOANCARE XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX This is when my loan got transferred from XXXX XXXX XXXX XXXX. I have asked loancare several times to remove {$20.00} imposed on my mortgage account. This amount was never reported in any of my statements as fees. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Alt De Torrimar, PR

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2017-06-26

Savannah, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Loan Care - new servicer of mortgage. Does not respond to emails, all phone lines have been disconnected or are always busy. Unable to log-in into my account online ( which previously worked ) in order to ensure my payments are being properly processed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-23

Syringa, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Loancare purchased my VA Loan and became the new servicer. <P/>They did not transfer the insurance information properly, and placed a fore buy of insurance on my property. My original policy was through XXXX for {$830.00} a year. They bought a policy from the same company for {$1500.00} a year. Loancare recently settled a class action lawsuit ( XX/XX/XXXX ) about receiving kickbacks from XXXX for forced insurance buys. <P/>Over the next few months, I received mortgage payment amounts anywhere from {$2000.00} a month to {$1600.00} a month. <P/>Loancare was completely unresponsive and " lost '' my insurance paperwork so many times, I was finally forced to get my Agent and XXXX all together in a conference call to get the situation resolved. <P/>They are still showing a {$500.00} shortage in my Escrow account that remains unexplained. I was assured by their management on XX/XX/XXXX that the situation would be looked into, but as of this evening, no one has done anything. <P/>They have now gone after my credit rating. Due to their own incompetence, they refused to process the payment I has sent in XX/XX/XXXX because it was n't the " full amount '' demanded by them. An amount that changed 3 times in just the month of XXXX. <P/>They have damaged my credit standing, refuse to make good on my accounts, and as of tonight refuse to correct their mistake. I have spent 40-60 hours on the phone with them over three months, and they hang up on you in the middle of phone calls, transfer you to 15 different departments, and lie. I know that 's a strong charge, but I was told that they were looking into my Escrow situation, and 2 weeks later, the manager I spoke to had no record that they have done anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-23

Tarzana, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received a supplemental tax bill for my residence which was sent to My Loan Care in XX/XX/XXXX. I followed up with My Loan Care via telephone who indicated that they will pay for the tax bill as long as we have enough money in the escrow account. I also received a confirmation email from My Loan Care on XX/XX/XXXX confirming the initial tax disbursement was made. <P/>My Loan Care failed to inform me that they would not provide payment for the second tax disbursement of {$1300.00} due in XX/XX/XXXX. I was under the impression that all tax bills were paid, as we have an abundance of funds in my escrow account. <P/>My concerns are as follows : 1. My Loan Care failed to inform me that they would not provide payment for the second disbursement. When I initially discussed the supplemental bill with My Loan Care, they confirmed it would be paid if the funds were in my escrow account and they failed to do so. <P/>2. I received a Notice of Delinquency from the XXXX XXXX County tax department. I immediately contacted My Loan Care via telephone to discuss the payment. The My Loan Care representative advised that the payment was issued on XX/XX/XXXX through Check Number XXXX and I should contact the tax department and email My Loan Care the Notice of Delinquency to make all efforts to confirm that the bill was paid. After the telephone call, I sent an email to My Loan Care through their website and an email to XXXX County tax department on XX/XX/XXXX. I also sent an email to My Loan Care on XX/XX/XXXXstating the same. <P/>My Loan Care did not at any time return my email or call me back regarding this matter or inform me that the tax bill was apparently not paid. I did not receive any response to the two emails I submitted on their website. To the best of my knowledge, the bill was paid, as the representative at My Loan Care confirmed it was paid and provided the check number from which it was paid for me to forward to the XXXX County tax department. <P/>3. I received a telephone call from the XXXX County tax department on XX/XX/XXXXadvising that they review my records and confirmed that the second installment was never paid by My Loan Care. When I contacted My Loan Care I was then informed that they do not need to make the payment and it was my responsibility ; however, they had previously confirmed that it was paid in XX/XX/XXXX. <P/>My Loan Care has alleged that they issued me a " letter '' advising that they would not pay the second disbursement ; however, when I requested a copy, they advised that they can not send the letter to me while on the telephone or via email. I believe My Loan Care is attempting to back date a letter that was not issued, as we did not receive anything from My Loan Care stating the payment would not be made. All other letters I receive from their company are issued via email with regard to tax payments and I did not receive any emails other than the XX/XX/XXXX email stating the initial {$1300.00} was paid. <P/><P/>4. I am now being charged {$140.00} for the late payment for my tax bill due to My Loan Care 's misinformation and failure to provide the accurate. Should the payment not be received by the XXXX County tax board by Friday, XX/XX/XXXX there will be an additional late fee and a lien placed on our residence. <P/>5. My Loan Care advised that they will talk to their tax department and inform me by Friday, XX/XX/XXXX whether the amount would be paid. When I followed up via telephone, My Loan Care indicated that they will only follow up in 72 business hours which is not until Monday, XX/XX/XXXX I am not able to discuss with the tax department and no supervisors working on the matter would return my telephone call to provide a solution. <P/>I have never paid a single bill late in my life and all of this was avoidable. My Loan Care 's lack of communication and incorrect information relayed to me has caused significant unwarranted stress. I am now XXXX XXXX XXXX and this entire circumstance has gotten out of hand due to their failure to communicate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-23

Moapa, NV

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage was sold to LoanCare In XX/XX/XXXX. A XXXX company XXXX XXXX XXXX XXXX XXXX, VA, XXXX. I received a statement from them stating that my escrow account was increasing {$40.00} monthly due to my property taxes effectiveXX/XX/XXXX. - I sent several emails to them and provided them a copy Notice of Value for XXXX. XXXX County has assessed my taxable value for this year at XXXX. I did n't dispute this assessment. LoanCare is using a taxable value of XXXX ( purchase price ) which is more than last year ( XX/XX/XXXX) which was XXXX. XXXX XXXX XXXX who sold the loan told me that my taxes would be {$800.00} quarterly - LoanCare has quarterly taxes at {$940.00}. I called the County Assessor and spoke with Appraisal department and went over the math with them and informed LoanCare on all of this and requested a Advocate that their website claims to offer for assistance. They responded stating that my documentation was not sufficient and no action will be taken and the ticket numbers ( s ) are closed. They are requesting the tax bill but they are aware that they do not send them out until XX/XX/XXXX. I should not have to pay the initial escrow - for them to hold my funds and as the previous year ; just to send me a check for over {$600.00} because I have an overage in my account. <P/>Your assistance and cooperation is greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-21

Fort Worth, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This complaint is about LoanCare stating that they could use my escrow account to pay a tax invoice that I had received, and then take 2 months with my calling numerous times to then tell me that they are n't responsible for it or the late fees. I had received an invoice from my property tax assessor in XXXX of 2017. I was advised that my loan company was supposed to pay these from my escrow account, so I contacted LoanCare customer service center on XXXX/XXXX/2017 where I was advised to send the invoice by email. I immediately sent the email. A few days later, I received an email saying that the tax department was reviewing it and would get back to me. I did not hear back from them before the end of XXXX, so I called again and was told that they were handling it, and that the report had been expedited, and that LoanCare would pay the taxes, and I would be contacted shortly. I never heard anything, so I contacted them again in XXXX 2017 two more times, and was told that the report had been expedited again, and that they were n't sure why the payment was held up that they would follow up. I still did n't hear anything from them, so in XXXX 2017, I contacted XXXX, a manager, who said the same thing, and when I stated that I was concerned about the late fees, she assured me that the Loan Care would cover the late fees since they were their fault. I still never heard from them, so I contacted them again on XXXX XXXX, 2017 at XXXX XXXX, and got XXXX, who again said that he would 'expedite ' the process, and that he was n't sure why the payment was held up, but could n't get anybody to help me because they were gone. On XXXX XXXX, 2017 at XXXXXXXX XXXX CST, I called again and was put on with XXXX, another manager, who said that she was n't sure what was the issue, and that she would be in contact with me by the end of the day. I called back 5 more times between XXXX XXXX and XXXX CST, and was able to get back in contact with her. She did n't remember me immediately, but was able to find my information. She said that she had been in contact with someone, and said that they were n't paying those taxes, because they were supplemental taxes, and there was n't any money in the escrow account for it. Then, I asked her about the late fees, and she stated that they were my fault for not paying the taxes. I would have just paid the taxes when I got the invoice in XXXX and before the late fees had I known that they were n't paying them, and they would fall on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-21

Fleming, GA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive notice of right to dispute
Complaint: I have had a mortgage with XXXX XXXX company for 11 years. I have paid my mortgage through auto-draft from my bank account monthly and I have never been late on a payment and I have always paid on time. I am currently XXXX in XXXX with very little notice that I was XXXX and a few days to prepare myself and my wife and children for my departure. A few days ago I was reviewing my bank account to see if we had any extra funds to send my wife for baby formula and I noticed that the mortgage payment had not been drafted for the month. So, I reviewed the previous months and there were no payments taken out since XXXX. I was not able to successfully call the mortgage company because of my location and the signal and internet is not sufficient, so I can not make calls. I gave my wife the information to call the mortgage company to see what they could tell her. My wife spoke with one agent and she informed her that the mortgage company switched over the mortgages to another company and that they were supposed to send out a letter letting me know. We never received a letter or a phone call. The mortgage is now behind 4 months, and they have added late fees and it has affected my credit. It is not fair that my credit has been affected because of this because i was not aware that the mortgage company was changed. My wife emailed me to let me know how much money was needed to bring the account current and to see if we could make a instant payment of {$3700.00}. She called the new company in which the mortgage was switched to which is Loan Care and its in collections. She spoke with XXXX id # XXXX. She told her that the company stops auto-draft once it was switched over and that the late payments have affected my credit and accrued late charges. She stated that a notice was sent to an address that I do n't reside at and they tried to reach me on a phone number that is not mine. All of the information the company had was incorrect. My wife informed her that we never received notice of change and that I was currently XXXX and we want to get this resolved. We were going to pay most of it and the remaining the following month. She became irritated that she was not speaking with me and immediately refused to talk to my wife regarding the account even though I am unable to speak with her because of my XXXX. She just informed my wife to pay the amount due. She informed her to pay the amount due, but she was n't going to discuss the matter with my wife or answer any of her questions. I simply want this removed from my credit and the late fees waived because this was not my fault that I was unaware of the company change. Like I stated before I have never been late on any payments or have missed any payments since I had this mortgage, so there was no reason that I would stop paying now. I thought that everything was still being paid through auto-draft from my bank account. I have strived to maintain a great credit score, and I am highly disappointed that this is a flaw on my credit with no wrong doing of my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response