LoanCare, LLC

2017-06-05

Palos Park, IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have had a VA mortgage since XX/XX/XXXX and it has changed hand s ( servicers ) 5 times in that pe riod. The latest took place, I 'm told, in XX/XX/XXXX from XXXX to Loan Care. I finally found this out, late in XX/XX/XXXX , following my inquiries of the new service r ( Loan Care ). I continued making payments to XXXX uninterrupted, throughout this period. Unbeknownst to me XXXX forwarded my p ayments to Loan Care fo r XX/XX/XXXX & XX/XX/XXXX b ut ceased doing so thereafter. My loan had gone all the way to pre-foreclosure wi th Loan Care. I provided proof of payments to Loan Care and they endeavored t o get these funds from XXXX without success until XX/XX/XXXX . Throughout this period I have received twice daily dunning calls fro m Loan Care. In XX/XX/XXXX Loan Care claimed they finished their research and told me it was now my problem to get XXXX to release the funds. Further, that my proof of payment was not valid because any check would have been returned to me followin g a two m onth grace period and not processed by XXXX . This is utterly false. The " proof '' I provided was a combination of " Cancelled '' checks and verification that my electronic payments thru BillPayer were issu ed & received. XXXX has the funds and I continue to have a delinquent mortgage, ruined credit and inaccurate filed XX/XX/XXXX Federal Tax returns. Attached is how I was informed that my mortgage was now being service d by Loan Care. Th is door hanger placed on the door knob of an out building at my property that I only " happened '' to find 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

2017-06-05

KS

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We were making extra payments in XX/XX/XXXX for what we thought was for our escrow because they were only having us pay XXXX XXXX a month for taxes ( INSANE ). Well that whole time that money was going to our principal instead. We did not catch this till the beginning of XX/XX/XXXX and they are telling us they ca n't do anything about XX/XX/XXXX extra payments to our principal and so we now went from a {$1000.00} mortgage payment to a {$1700.00} mortgage payment when it should n't be that way because they had a couple thousand dollars that was supposed to be used to be pay for the escrow when they finally figured it out but instead that went to our principal. We have called at least 10 times and asked to speak to a supervisor and not once have we ever gotten a phone call back. We just want the money transferred from XX/XX/XXXX that went to our principal to our escrow. It is OUR money and instead of just doing it they are putting it off hoping we will forget/telling us they ca n't do it, which is a lie
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-02

Plainsboro, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-06-01

Lewisville, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: Our VA loan was sold to Loancare within 30 days of closing in XX/XX/XXXX . We have not had any issues until now. On XX/XX/XXXX ( date of statement, not the date the statement was received ) we received a letter stating our escrow was - {$5100.00} and starting XX/XX/XXXX , ONE MONTH NOTICE, our payments will increase {$710.00}! Wow, how can this be? Who can make such a drastic increase in payments? I started researching and seeking help through outside sources so I could learn more about what I was going up against. I submitted a request online from Loancare for my detailed escrow statement from the beginning of the loan. I received the same statement I had already received in the mail. I called on XX/XX/XXXX XXXX , spoke to XXXX # XXXX , and he was unable to see what happened so put me on the phone with supervisor XXXX . XXXX stated that m y Homestead Exemption w as not applied to the loan. XXXX called the county while I was on hold and also verified online that my Homestead Exempti on was active. She stated she would upload it to my loan and contact the tax supervisor at their company and within 5 days have the payments adjusted. I called on XX/XX/XXXX , spoke to XXXX # XXXX , and was told that nothing was pending and no task was opened 5 days ago. She stated that they have a copy of the Homestead paperwork but want me to get a copy of the Homestead Exemption showing it is active and send it to them. She stated I should of done this when I requested the escrow breakdown? How was I to know to do this if no one asked me to? I was told a stop would be put on any late fees that may accrue. I stated that they should already have that information because the supervisor I spoke with said she was able to pull it up. I asked to speak to a supervisor and was told they were all busy and she would have one call me back in an hour. I knew they would n't but was assured she would see to it that they do. I received no call and it was the weekend so they were closed and I could n't call back. XX/XX/XXXX I was able to hunt down the Homestead Exemption and emailed it to Loancare as requested. I called on XX/XX/XXXX , spoke to XXXX , and was told that the Homestead Exemption I sent has an estimated tax for the upcoming year and I need to submit the actual tax. WHAT? First off, I received that information fro m the county a nd they do n't have the tax yet, which is why it is estimated. And secondly, this is not what was requested of me, the Homestead Exemption be ing active is what I was asked to show. And lastly, this is not my job, this is what I pay them to do. I asked to speak to her supervisor and was placed on the phone with XXXX XXXX . She stated she does n't know why anyone is telling me they need the Homestead paperwork as it is already applied to my loan. She stated the escrow is short because of an error on their behalf. Apparently Loancare paid the school taxes and no t the county t axes. They tried to blame it on the county no t billing them. I remember getting tax statements from the county so I pulled those out and on XX/XX/XXXX I had called Loancare, spoke to XXXX , stating that I received the school taxes and asked is they have a copy of it. He said they already have it but since it is for {$2300.00} and they show {$1400.00}, to fax it to him. I faxed it and have a confirmation sheet showing it was received. I was told by XXXX that I now have to pay f or the county taxes and get my escrow current. The school taxes were {$2300.00} and the county taxes were {$2300.00}. XXXX stated my escrow had {$1500.00} balance before they paid the school and county taxes. I told her this is a hardship on my family, as it would be for any family and she stated she would get with the escrow department and see if they could help me in any way. XX/XX/XXXX I left a message for XXXX for status with no response. XX/XX/XXXX I left a message for XXXX for status with no response. XX/XX/XXXX XXXX and XXXX I left a message for XXXX , she called back stating she has a supervisor helping her and assured me this would be fixed today. I emailed her directly a letter requesting the amount to be prorated for 48 months as she requested. XX/XX/XXXX XXXX I left a message for XXXX for status with no response. XX/XX/XXXX XXXX I left a message for XXXX XXXX she called back and stated it is still pending. She stated they had to reach out to XXXX XXXX co to look into this issue. She put a stop to calls on our late payments and made sure all late fees would continue to be waived. I told her about how I called in XXXX with the tax documents and emailed her a copy of who I spoke with and the fax confirmation page. XX/XX/XXXX XXXX pm I left a message for XXXX for status with no response. XX/XX/XXXX my husband received a call from XXXX asking for me. He told her to call my phone number and I did n't receive her call for hours even after I tried calling her 3 times. I was told that the escrow amount would be granted for 36 months prorated and my new payments are {$1600.00}. This is still a {$430.00} increase in payments! I told her I still ca n't make those payments and she said she would put in a request to have it re-evaluated for 48 months like I originally requested. She stated she has her supervisors XXXX XXXX and XXXX XXXX helping her in this issue. I got off the phone last night and started doing math. I emailed her this morning, XX/XX/XXXX asking for clarification. I am curious where they are getting {$1600.00} from? If {$2000.00} was prorated for 36 months, it should be a {$57.00} increase on our payments. If {$3000.00} is needed to make escrow current ( as XXXX stated XXXX , it should be a {$250.00} increase on our payments. {$57.00} + $ XXXX = {$310.00}. However they are showing an extra {$110.00} added to our payments. We are wondering what the {$110.00} for, as we do not show that amount being accounted for? I do n't understand why we are being put through so much distress for this when it was an error on Loancare 's behalf and at no fault of our own. We are now 2 months behind on payments because we do n't know our current mortgage payment amount. This ca n't be legal and I am thinking about hiring an attorney. I understand I owe this amount regardless and am willing to do so, I just need them to work with me so I can afford these payments along with cost of living. Please HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-01

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced a loan and are waiting for a refund of our impound account from Loancare/ XXXX . We paid our property taxes of {$3600.00} during the closing of our refinance on XXXX / XXXX / 17. We were told that Loancare receiv ed the refund on XXXX / XXXX / 17 . <P/> We received a portion of our impound account on time however we are missing the {$3600.00}, the same amount we paid for our real estat e taxes in closing. Made numerous calls and sent emails to Loancare with no help or results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-01

Indianapolis, IN

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-06-01

LA

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

2017-05-31

San Diego, 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

2017-05-31

KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I first contacted my mortgage loan servicer, LoanCare, in XXXX XXXX , XXXX . My home purchase and loan included the purchase of XXXX separate lots, each with their own tax id, and both lots have separate county ta xes due on them each year. The contact in XXXX XXXX was to let them know they did not pay the taxes on our smaller lot for the XXXX tax year, and that i know owed late fees and penalties. It took months, but they finally added the second lot to my escrow account to be paid for the XXXX tax year. I paid the taxes myself out of pocket, and paid the penalties and late fees as well. I had made several calls to customer service and was told they could n't help me on the phone and i had to wait for them to " research ''. I never heard back from them. I next contacted the company on XXXX XXXX , XXXX . I got an email that a disbursement had been made to pay taxes. When I logged into my account, they once again paid the taxes on the larger lot and the house, but did not pay the taxes on the smaller lot once again. The smaller lot was listed, but the due date was incorrectly listed as XXXX XXXX rather than XXXX XXXX like it was supposed to, which was once again going to cost me penalties and late fees. I let the company know in XXXX that the due date was wrong and this needed to be paid in XXXX . They still did not pay the taxes, so finally I paid the taxes myself out of pocket so i would not incur penalties and taxes. Once again, another missed payment out of my escrow account. I called customer service several times and was told multiple times they could not help me and i needed to wait for them to " research ''. I never received follow up correspondance. Fast forward to this month, XXXX XXXX I get an email from LoanCare that a disbursement had been made to pay the property taxes on this smaller parcel that I had already paid taxes on 6 months ago. No explanation of why now, 6 months later, they decided to pay a tax bill they missed 6 months earlier and I already paid. Now i have to try to recover my funds from the county sheriff because, of course, the customer service folks could n't help me. Also, they somehow found out about a small amount of city taxes i owe to my township every year and added that account to my escrow obligations. This township specifically says these taxes can not be paid by the mortgager, and must be paid by the homeowner, so i assume LoanCare will make a double payment on these taxes when they co me due in XXXX . This amount should not be paid by the escrow account. I have sent 3 requests to cancel my escrow account to LoanCare over the past year because of their constant mistakes, and I have never received a single response to any of my three reque sts to cancel my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Liverpool, TX

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

2017-05-31

San Jose, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Loan Care, LLC, XXXX XXXX XXXX , XXXX XXXX , VA XXXX Re : Loan XXXX Loa n Care had fabricated ( 1 ) a payoff, ( 2 ) a delinquent and ( 3 ) a default all at the same time ; whereas evidence indicated none of the above is true. <P/> My record also indicated that Loan Care has mess-up of the same mortgage account about a year ago, and dragged long enough to correct it. When the mess-up was cleared you had irresponsibly posted a derogatory on your customers credit file for the mistake you initiated. <P/> It is apparent that Loan Care never service their customers account seriously and professionally. <P/> The attachment will give a full of the complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-30

Fort Worth, TX

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

2017-05-30

Yeagertown, PA

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX 2017, I re c eived notice fom my mortgage servicing company, XXXX , that my loan had been sold to LoanCare , LLC, effect ive XX/XX/XXXX 17. In the papers sent to me from XXXX was an address for mail-in payments : LoanCare , LLC XXXX . XXXX XXXX XXXX , PA XXXX Before XX/XX/XXXX , I called LoanCare on at least two separate occassions. On one I spoke with XXXX , employee ID XXXX . On the other I spoke with XXXX , employee ID XXXX . Both of them gave me the same information for setting up a XXXX payroll allotment ( I 've been paying this mortgage without any problems via payroll alotment for over 6 years to XXXX ) : XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX Company code : XXXX XXXX # XXXX Acct # XXXX Loan # XXXX On XX/XX/XXXX 17 I submitted this information on XXXX XXXX XXXX to start the allotment to LoanCare. Later in XX/XX/XXXX , my local payroll office called to inform me that the company code " XXXX '' is not a valid XXXX military allotment company code. I called LoanCare again to confirm the information was correct for a XXXX allotment and was assured that it would work. The XXXX system would not accept " XXXX '' as a company code. After some research, my payroll office found a company code that matched the XXXX XXXX XXXX # and the XXXX system accepted the allotment start order. Because this order happened after the system cutoff date, one additional allotment would be sent at the end of XX/XX/XXXX to XXXX for the payment due XX/XX/XXXX . XXXX wired this to LoanCare and it posted to my loan just fine. Around XX/XX/XXXX I received my XX/XX/XXXX statement from LoanCare and was surprised to see that the allotment sent at the end of XX/XX/XXXX for the payment due XX/XX/XXXX did not post. I contacted LoanCare and they asked for the EFT number for the payment. I asked my local payroll office for the EFT number, but they were unable to get it from XXXX . Because we were assured by no less th an 2 L oanCare employees that the XXXX military allotment information was correct, we questioned its validity and filed a complaint with CFPB. I gave permission fo r LoanCare t o speak with my local payroll office about this matter, and their response to my complaint was that the payment failed to process because my local payroll office did n't enter the account number correctly. LoanCare continued to assert that the company code and other information they gave for the XXXX allotment was correct and that they were not at fault. Around XX/XX/XXXX , upon receipt of my XX/XX/XXXX statement from LoanCare, I discovered that the allotment issued a t the end of XX/XX/XXXX for the payment du e XX/XX/XXXX d id not post either. I contacted my local payroll office again, but to date have not received a response. On XX/XX/XXXX , I contacted the payroll at XXXX XXXX XXXX . On XX/XX/XXXX - XX/XX/XXXX , they informed me that the allotments are being issued by paper check - not electronically. The paper checks are being mailed to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX Please note that this address does not match any of the two aforementioned addresses, and is n't even close to to the address LoanCare gave me for the allotment, which I included on the XXXX XXXX XXXX XXXX for starting the allotment. There is yet another address for mailing payments listed on their website : LoanCare Attn : Cashiering Department XXXX . XXXX XXXX XXXX XXXX , VA XXXX Four different address, and none of them work with XXXX allotments. Also, even if my local payroll office had input the account number correctly, the payments still would not have reached LoanCare because the XXXX company code that matches their XXXX # causes paper checks to be sent to an evidently bogus address in XXXX , not electronic transfers. Because there are no electronic transfers, there are n o EFT n umbers to track the payments. Emails sent to LoanCare have gone unanswered, and it appears they have turned my mortgage over to their Collections.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-30

Seattle, WA

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

2017-05-29

Knightsville, SC

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

2017-05-26

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was recently sold to another co mpany ( LoanCare ) an d I was surprised to learn they are bumping up my loan by about $ XXXX /month. They are telling me they have the right to charge a 6 % cushion to cover taxes and insurance. My taxes and insurance have gone up and I realize I need to pay that. How do they have the right to charge an ADDITIONAL 6 % cushion on top of that increase? I have several home loans and this is the only company that does this. They know what my insurance and taxes are ( at least the the other companies I deal with seem to ) I have been trying for several weeks to get them to let me escrow it myself which I was told by them over the phone would not be a problem. However, they are not responding and are charging me late fees for not paying the ADDITIONAL monies they want. XXXX XXXX XXXX , TX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-25

Gr, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: X/X/2017 my mortgage payment was increased by XXXX . I contacted " loan care '' in regards to this situation. They informed me my escrow account was some how negative, with no explaination of how why or where the escrow money went, but that i am responsible for correcting the issue. Ive had this mortgage for going on 4 years, have all escrow statements and have never once had an issue until this company took over my loan. The most unknowledgeable people ive ever spoken to the lady tried telling me my account has been in the red since closing ....? I explained to the lady i have no control over the payment after it leaves my account that they need to figure it out on their end.. I contacted an attorney in the matter of this case and he knew who i was dealing with before even telling him. Im going to start a re finance this coming friday and also looking to pursue a lawsuit against the company. Ive read several similar reviews identical to mine and have attempted to reach out in contact with these people in similar situations in attempt to gather lengthy and worthy testimony should it make it to court. As far as im concerned this company is a fraud/scam and should no longer be able to operate as a business. Unbelievable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-25

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX 2016 our XXXX XXXX loan was transferred to Lonecare. XXXX 2016 we noticed a double paym ent ( {$1300.00} ) of our mortgage to Lonecare. I ( XXXX XXXX XXXX XXXX ) call Loancare to inquire if indeed we were double billed. The agent I spoke with seemed to think so but told me i Needed to request a review and gave me an email to do so. We received an email ( attached ) that showed my original email along with assurance that Loancare would look into our concerns. Approx a month later we received a check from Loancare f or the above amount. We assumed this was the answer to our inquiry and the case was closed. XXXX 2016 we received a delinquent notice for XXXX . I contacte d Loancare an d they told me that I asked for the reimbursement and the obliged ; made no sense to me that a mortgage company just return a check knowing it needed to be applied to XXXX statement! The supervisor i spoke with was unwilling to see our side and told me there 'd be late fees and credit notification if I did n't remit payment within 15 days. I contacted an Attorney and he sent a letter . ( attach ed ) After a response letter from Loancare that they would look into the matter, they sent a letter saying we requested the funds and they did what we asked. Another letter from attorney was sent and again the same procedure and same result ; Loancare will not work with us! I see Loancare wanting nothing better than for us to lose our home. We ca n't afford going after Loancare in c ourt but at the same time we ca n't come up with {$1300.00}. I 'm XXXX and on a fixed income. You 'll find attached documents, emails, attorney letters and statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-23

La Mesa, 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

2017-05-20

Plymouth, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made a mistake with my XXXX XXXX taxes for XXXX , and the county allo wed me to fix the mistake. Upon the mistake being corrected, the county i ssued a check for the amount of {$830.00} for over-payment of taxes from escrow. This check was dated XXXX and cashed on XXXX with the check number XXXX . The check was mailed to Loan Care at XXXX XXXX XXXX XXXX . XXXX , XXXX XXXX in XXXX , Fl. I have contacted Loan Care multiple times to have either a refund distributed to myself, the county , or my mortgage holder. Everytime I contact them, they attempt to locate an account which does not seem to exist. I am not in their system. My wife is not in their system. My address is not in their system. How can a check be deposited into an account without being allocated to the appropriate party? How is there not a record of deposits on XXXX that can be looked at in order to locate how the check was allocated within their system? I have been told a manager will contact me back. This did not happen. I have been told to collect more information from the county . This has not aided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-19

Plymouth, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: On or before XXXX XXXX , XXXX , I observed online in th e Escrow section of my mortgage account a change in th e escrow payment due in XXXX of this year for my taxes. This amount was lower than the amount being withheld for the tax payment. The original amount of about {$3300.00} had been reduced to about {$270.00}. Yet, the same amount was being withheld each month. I contacted my servicer ( Loancare ), the a utomated prompt also recited the lower amount due in XXXX of about {$270.00}, and was instructed to co ntact my county property tax office to obtain written a proof of the current tax amount to effect the necessary changes to the amount paid monthly. I went to my local tax office and obtained the proof of homestead exemption and estimated taxes for the year. The paperwork was uploade d to my Loancare a ccount and gave a call to customer service to confirm the receipt of the documentation. Originally, I was told the review of my account would take 5 days. I called a week later for an update and was told I should have been told that this review was slated for closing on the XXXX of XXXX . On XXXX XXXX I went into my county code office to obtain a permit for w ork to be done on my property and was told I had an outstanding tax bill, that bill as I discovered would be past due after that day. I con tacted Loancare to enquire as to why the bill was unpaid and was informed, that I was responsible for its payment because the loan was transferred to then in XXXX of last year. I went and paid the tax bill and followed up with Loancare abou t the tax escrow account. Once I called the automated prompt now reflected an amount due of about {$3300.00}. I asked the representative as to why there was a new increase in the projected escrow tax payment and was told that amount has always been the amount reflected on my account. To this day after another XXXX phone calls, asking to speak to a supervisor and being told it would be investigated. No one at Loancare c an account for the change in amount from {$3300.00} to {$270.00} or from {$270.00} back to {$3300.00}. According to their statements, the account has never changed and I will have to wait until XXXX for any changes to the escrow account. I have further been told there has never been any changes in my escrow tax amount, even with me explaining the original representative I spoke with and the subsequent representative verified the amount of about {$270.00} due in XXXX . I have been told before that my complaint and inquiries will garner a return phone call, XXXX that I have yet to receive more than a month later. I contacted customer service today and no one still can account for the change in my account and being told I will now receive a call later today. I am very troubled with the recording keeping at Loancare and being a XXXX veteran I 'm very scared that their mishandling of my account may cause further financial hardships in the future. The extra payments I am currently paying even when refunded will not account for the interest currently accruing on my mortgage. This is a loss I now will have to take because of their poor servicing of my account. I understand their statement that estimated taxes can not be taken into account until actually billed. However, the change was already reflected in my account and subsequently changed after I request ed Loancare to also adjust the amount they were still billing me each month to coincide with the new amount. They, in my opinion, validated my claim of tax reduction by effecting that change before I was even aware of my finalized homestead exemption application. They reduced my taxes and when called in about the amount being billed not correlating with their own file, I was asked to provide proof and then the amount was changed while now asserting it was never changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-18

Santa Ysabel, CA

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

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

Investigation took more than 30 days
Complaint: On XX/XX/XXXX I noticed that a 30 day late had been added to my credit score, I did some research and had noticed that my loan comp anies had changed a few months prior, I had no notification of this. My bills continued to go out as scheduled to XXXX XXXX XXXX ( my old loan holder ) My 30 day late was for the month of XX/XX/XXXX . On the XX/XX/XXXX I called My loan care my current loan holder, they informed me that all disputes and customer service claims must be sent via e mail to their dedicated customer service e mail. I submitted my request which was as follows : Hi my name is XXXX XXXX I 'm writing you in regards to a 30 day late mortgage payment that was put on my account for a XX/XX/XXXX payment. the loan number is XXXX . In XX/XX/XXXX My loan was purchased by your company and all payments are now to be sent to you instead of XXXX XXXX XXXX . This morning I spoke with a customer service agent XXXX Badge number XXXX . I called to change my mailing address to a safer location, because I 'm finding the mail box o n my street is not a safe place and i have been struggling with receiving all my packages and other bills. I was unaware of the mortgage company change due to this. I continued making payments within the 15 day grace period to XXXX until finally i did receive a statement saying you guys took over the loan in the beginning of XX/XX/XXXX . I have now made all necessary adjustments on my banking so i can continue to pay on time as i have over the past two years. I feel because this loan company change is out of my control I should not held responsible for this payment that you received late because the payment was being sent to XXXX and then to your company. I would like to request an address change and have all mail in the future sent to XXXX XXXX XXXX XXXX XXXX ca XXXX . Also I would like to request that my " 30 day late payment '' be dropped immediately and my credit to reflect such. Thank you for your help and please keep me posted on the status of everything. Sincerely XXXX XXXX My loan care responded the same day with this response : Dear XXXX XXXX , Thank you for contacting your loan servicing team! We have received your inquiry and are assigning it to a member of our Consumer Solutions Team. Please note duplicate inquiries may prol ong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number. Please use this number in any further communication relating to your recently submitted email request. Please allow up to 5 busine ss days for a thorough review and resolution of your inquiry. Your reference/ticket number is XXXX . After 4 days I received a n e mail from them stating this : Reference number : XXXX Please use this ticket number in any correspondence with us. Subject : loan Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account. Your address has been updated. Your other request has been forwarded to o ur Credit Research team for further review and resolution. Please feel free to contact us if you have any additional questions. Sincerely, Since this las t E m ail i received from them I have n't heard a thing. I waited patiently for 30 days, I filed a complaint with the BBB XX/XX/XXXX They received no response or did I. Unfortunately I have not heard a response from Loan care to date. Yesterday XX/XX/XXXX I decided to start over and see if i could restart this process over. this is how it went I spoke with XXXX with my loan care, told him the entire story, he informed me that this issue was no longer up to my loan care to fix, but their client XXXX XXXX responsibility he said " they handle the billing and post to the credit bureau '' he said he can send them an urgen t e mail to contact me so the problem can be resolved, '' I as ked for their number where I received this number XXXX , which was a dead end because this person works for XXXX XXXX , I then did some research which led me to XXXX XXXX number, I called them and spoke with XXXX badge XXXX , again told him the entire story, he said " well loan care handles all of the billing and posts to the credit bureau thats what we hire them for, but if you like i can send an urgent e ma il to them so that they can contact you. '' Then i called back to loan care once again, I spoke with XXXX badge number XXXX again told her the story, she asked me if I could go on a brief hold so she could review my account, i was on hold for 5-10 minutes, i then get put back into circulation on the phone and have to tell the next representative the situation. With this person I had mentioned that they where in violation of thei r NMLS li cense and i needed to speak to a manager. She placed me on hold again 5-10 min utes and XXXX badge XXXX answered, i again told him the situation, he said " I 'm XXXX I 'm with upper management with loancare, what i can do for you is I will call my " contact '' in the credit bureau and i will call you back once i get in touch with him with the status of your case. '' I asked whats the time frame for a call back he said by the close of the business da y ( XXXX XXXX eastern time ) this was at XXXX XXXX pacific time. I heard nothing that evening. The next day i call at XXXX pacific time, I spoke with badge XXXX , she put me on hold, next rep same result, then the final representative informed me that i will be called by management within 48 h ours of my call with XXXX who allegedly placed an order for management to do so. I see no end to this poor customer service. it has been since XX/XX/XXXX since i asked for answers or at least a resolution, and i can not even get a status update without fighting tooth and nail for one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-17

Grover Beach, CA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: I currently have a mortgage that is serviced by LoanCare LLC ( LC ). They have been servicing my loan for just over 1 year. Since the beginning of the contract, I have always had my monthly payments set up as an auto withdraw from my bank account on the XXXX of every month, as contracted with LC. I have also checked each month to make sure these payments have been made. My XXXX XXXX payment was confirmed via email by LC as being received by them on XXXX XXXX XXXX . In XXXX , I noticed that I was charged a late fee for the XXXX payment, which then triggered a delinquent mark on my credit report. I had another late fee charged the following month due to an error made when LC tried to remove the 1st one , but instead added a second fee. Both late fees were removed on XXXX XXXX XXXX . Each time I email LC , they respond with the same automated message. ( see attached ) I first contacted LC on XXXX XXXX XXXX . I was told that LC will make an inquiry on my behalf and email me a confirmation ticket number for this inquiry. That ticket number never came. I made a follow up call and sent an email in XXXX and was told the same thing again, with no ticket number following. On XXXX XXXX XXXX , I again emailed and called LC and the customer service agent put in the actual inquiry at that time for me because the ticket number never came. In the process of refinancing my home in XXXX , I was told that the delinquent mark was still showing on my credit report and I was denied loan approval. On XXXX XXXX XXXX , I emailed LC again requesting the delinquent credit mark be removed. There was no response from LC. After being denied again with another mortgage lender, this lender and I called LC again on XXXX XXXX XXXX to check the status. We were told that LC had not received any emails that I previously sent. I asked to talk to a supervisor and when that person came on the line, I was told they would send my request personally " to the appropriate department ''. The matter is still not fixed as of today 's date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-16

Billerica, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage is with XXXX XXXX XXXX . They hired Loan Care t o handle the escrow money up until XXXX XXXX XXXX , then XXXX hired XXXX . Loan Care pai d a real estate tax payment and withdrew the funds out of my escrow, the City o f XXXX did not apply this money to my account. During this time XXXX noticed my RE Tax payment was late so they paid the late tax bill and withdrew the money out of my escrow account again not realizing that this is now a double payment. I have the proof from the city that the money was never applied to my account and i have proof that the money was taken from my escrow twice. I have tried to reach Loan Care and XXXX XXXX has tried to reac h Loan Care. T hey are not returning my calls and they told XXXX that the payment was made with other tax payments in XXXX check but they are not going the extra step to either give me the check info so that i can research it or call the City o f XXXX themselves to get this straightened out. they owe me {$1600.00} plus late fees paid to the City o f XXXX and interest to 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

2017-05-16

Lynnewood Gardens, PA

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